From jordanov at brg.bg Sat Sep 1 03:34:11 2007 From: jordanov at brg.bg (Boris Jordanov) Date: Sat, 01 Sep 2007 10:34:11 +0300 Subject: [rt-users] Operations reports/statistics Message-ID: <46D915F3.2090100@brg.bg> Hi list, has someone implemented statistics like average time between ticket creation and ticket start (new->open), average resolve time, percentage of tickets resolved in one call (ticket is created and resolved directly, in one action) Something like help desk efficiency metrics? From adrian at accu.uu.nl Sun Sep 2 15:30:41 2007 From: adrian at accu.uu.nl (Adrian P. van Bloois) Date: Sun, 2 Sep 2007 21:30:41 +0200 Subject: [rt-users] RT and mysql 4.1.22 Message-ID: <20070902193040.GA21604@accu.uu.nl> Hi, I upgraded mysql to 4.1.22 and RT stopped working. When sending mail to the system it says: (temporary failure. Command output: Connecting to http://rt3.ictus.uu.nl//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 102, <> line 1. Transactions not supported by database at /usr/local/lib/perl5/site_perl/5.8.4/i686-linux/DBI.pm line 1668. Stack: [/usr/local/lib/perl5/site_perl/5.8.4/i686-linux/DBI.pm:1668] [/usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm:720] [/opt/rt3/lib/RT/Ticket_Overlay.pm:565] [/opt/rt3/lib/RT/Interface/Email.pm:730] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] RT server error. The RT server which handled your email did not behave as expected. It said: Transactions not supported by database at /usr/local/lib/perl5/site_perl/5.8.4/i686-linux/DBI.pm line 1668. Stack: [/usr/local/lib/perl5/site_perl/5.8.4/i686-linux/DBI.pm:1668] [/usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm:720] [/opt/rt3/lib/RT/Ticket_Overlay.pm:565] [/opt/rt3/lib/RT/Interface/Email.pm:730] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]) rt at solis3.ictus.uu.nl Anybody any idea??? -- Adrian P. van Bloois Postbus 2575 email: adrian at accu.uu.nl 3500 GN Utrecht voice: +31-(0)-30-68-94649 The Netherlands fax: +31-30-68-94649 The whole point of cooking is to get as much flavour out of the ingredients as possible. -- Delia Smith From ktm at rice.edu Sun Sep 2 15:33:26 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Sun, 2 Sep 2007 14:33:26 -0500 Subject: [rt-users] RT and mysql 4.1.22 In-Reply-To: <20070902193040.GA21604@accu.uu.nl> References: <20070902193040.GA21604@accu.uu.nl> Message-ID: <20070902193326.GF16568@it.is.rice.edu> Adrian, Are you using the INNODB table type? You need to to support transacations. I think that that is what the RT installation documentation requires. Ken On Sun, Sep 02, 2007 at 09:30:41PM +0200, Adrian P. van Bloois wrote: > Hi, > I upgraded mysql to 4.1.22 and RT stopped working. > When sending mail to the system it says: > (temporary failure. Command output: Connecting to http://rt3.ictus.uu.nl//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 102, <> line 1. Transactions not supported by database at /usr/local/lib/perl5/site_perl/5.8.4/i686-linux/DBI.pm line 1668. Stack: [/usr/local/lib/perl5/site_perl/5.8.4/i686-linux/DBI.pm:1668] [/usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm:720] [/opt/rt3/lib/RT/Ticket_Overlay.pm:565] [/opt/rt3/lib/RT/Interface/Email.pm:730] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] RT server error. The RT server which handled your email did not behave as expected. It said: Transactions not supported by database at /usr/local/lib/perl5/site_perl/5.8.4/i686-linux/DBI.pm line 1668. Stack: [/usr/local/lib/perl5/site_perl/5.8.4/i686-linux/DBI.pm:1668] [/usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm:720] [/opt/rt3/lib/RT/Ticket_Overlay.pm:565] [/opt/rt3/lib/RT/Interface/Email.pm:730] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]) > rt at solis3.ictus.uu.nl > Anybody any idea??? > > > > -- > Adrian P. van Bloois > Postbus 2575 email: adrian at accu.uu.nl > 3500 GN Utrecht voice: +31-(0)-30-68-94649 > The Netherlands fax: +31-30-68-94649 > > The whole point of cooking is to get as much flavour out of the > ingredients as possible. > -- Delia Smith > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From christopher.kucera at nsighttel.com Sun Sep 2 17:12:12 2007 From: christopher.kucera at nsighttel.com (CJ Kucera) Date: Sun, 2 Sep 2007 16:12:12 -0500 Subject: [rt-users] Re: binary attachment corruption? Message-ID: <20070902211212.GA17724@cj.nbill.cellcom.com> Hello - I'm resurrecting this old thread from July 2006. Our RT has been eating binary attachments for a little while now, and I've just now gotten around to debugging why. It turns out that it's related to the MySQL datatype that was being used for the Content column in the Attachments table: Ruslan Zakirov (Wed Jul 26 16:49:44 EDT 2006): > Could you backup your DB, and run next to SQL queries? > ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; and Fri Jul 28 14:32:00 EDT 2006: > yep, when we merge 3.5-EXPERIMENTAL-MYSQL-UPDATES > (http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/rt/branches/) > into 3.6 > > On 7/28/06, Ted Serreyn wrote: > > Ruslan, this solution also resolved the attachment issue here under rt > > 3.6.0. Is this going to be a permanent change to the schema? This did fix the problem for us - any new attachments I've sent through have come back totally fine. When I browse into that 3.5-EXPERIMENTAL branch, I can see that that SQL fix is included in schema.mysql-4.1 [1], which hasn't been merged in as of 3.6.4. Anyone know when this is making it into the mainline? Since this hasn't been reported very often, I'm guessing that it's probably some strange charset issue with MySQL, but it'd be nice to have it in there. -CJ [1] http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/branches/3.5-EXPERIMENTAL-MYSQL-UPDATES/etc/schema.mysql-4.1 From alvaro.munoz at hp.com Mon Sep 3 08:23:41 2007 From: alvaro.munoz at hp.com (Munoz, Alvaro) Date: Mon, 3 Sep 2007 14:23:41 +0200 Subject: [rt-users] Commandbymail troubles References: <467C1D02.5090202@u.washington.edu> <39CBED9008128143A0F8FB9B9EBC58321E02E2@indus.drutt.com> Message-ID: <5230D735379C53489604251BE1B6DB6C0162793C@esmexc02.emea.cpqcorp.net> Hi, I cant get the custom part of commandbymail to work I try to update or create a ticket and change a CF called "GAPPInform" by sending the command: CustomField.{GAPPInform}: Whatever But even I get no error message, I dont get the CF updated. Any errors on the systax? Thanks Alvaro Mu?oz S?nchez From fmml at cedval.org Mon Sep 3 11:49:53 2007 From: fmml at cedval.org (Francois Meehan) Date: Mon, 3 Sep 2007 11:49:53 -0400 (EDT) Subject: [rt-users] Interface for mobile devices... Message-ID: <53383.66.130.225.148.1188834593.squirrel@www.cedvalinfo.com> Hi all, I would like to use a Mobile Interface for RT to be use by a BlackBerry (or any PDA for that matter). I saw mention of a WapRT project, but the files there are from 2002. This is the link: http://download.bestpractical.com/pub//rt/contrib/2.0/rt-addons/waprt/w/ Can this code be used with the latest RT code? Are there other alternatives? Thanks in advance, Francois From theillien at yahoo.com Mon Sep 3 13:16:48 2007 From: theillien at yahoo.com (Mathew) Date: Mon, 03 Sep 2007 13:16:48 -0400 Subject: [rt-users] Interface for mobile devices... In-Reply-To: <53383.66.130.225.148.1188834593.squirrel@www.cedvalinfo.com> References: <53383.66.130.225.148.1188834593.squirrel@www.cedvalinfo.com> Message-ID: <46DC4180.8060205@yahoo.com> Seems it would only really require a separate CSS designed for WAP devices. Keep up with my goings on at http://theillien.blogspot.com Francois Meehan wrote: > Hi all, > > I would like to use a Mobile Interface for RT to be use by a BlackBerry > (or any PDA for that matter). > > I saw mention of a WapRT project, but the files there are from 2002. > > This is the link: > > http://download.bestpractical.com/pub//rt/contrib/2.0/rt-addons/waprt/w/ > > Can this code be used with the latest RT code? > > Are there other alternatives? > > Thanks in advance, > > Francois > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jose.junior at mds.gov.br Mon Sep 3 16:12:37 2007 From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=) Date: Mon, 03 Sep 2007 17:12:37 -0300 Subject: [rt-users] Tickets, Links, Objects... Message-ID: <46DC6AB5.2040304@mds.gov.br> Ok, is there a place that describes/documents RT Objects? I got a LINKS object somewhere in my scrips (RT::Links=HASH(0x1a124bc4)) but I can't find information anywhere about how to get information about the Link or collection. The Wiki has no information, btw. []s From theillien at yahoo.com Mon Sep 3 18:59:36 2007 From: theillien at yahoo.com (Mathew) Date: Mon, 03 Sep 2007 18:59:36 -0400 Subject: [rt-users] Tickets, Links, Objects... In-Reply-To: <46DC6AB5.2040304@mds.gov.br> References: <46DC6AB5.2040304@mds.gov.br> Message-ID: <46DC91D8.60909@yahoo.com> If your running it on Linux you can go to /path/to/rt/lib/RT and run `grep -H Links`. Then read the perldoc on whatever files have it. I'm sure you'll be able to get some good info through there. Mathew Keep up with my goings on at http://theillien.blogspot.com ? wrote: > Ok, is there a place that describes/documents RT Objects? I got a LINKS > object somewhere in my scrips (RT::Links=HASH(0x1a124bc4)) but I can't > find information anywhere about how to get information about the Link or > collection. > > The Wiki has no information, btw. > > []s > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From jose.junior at mds.gov.br Mon Sep 3 14:20:42 2007 From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=) Date: Mon, 03 Sep 2007 15:20:42 -0300 Subject: [rt-users] TicketObj Dependent Message-ID: <46DC507A.3020300@mds.gov.br> Hello, I'm working on a Scrip to change status and comments on creation of dependent tickets, but apparently I can't get DependentOn on ticket creation: [Mon Sep 3 18:19:30 2007] [debug]: About to think about scrips for transaction #82336 (/opt/rt3/lib/RT/Transaction_Overlay.pm:165) [Mon Sep 3 18:19:30 2007] [error]: Scrip 23 Commit failed: RT::Ticket::DependentOn Unimplemented in RT::Action::UserDefined. ((eval 839) line 2) The scrip code I'm using for testing is: my $ticket = $self->TicketObj; my $depende = $ticket->DependentOn; $RT::Logger->debug( "> depende: $depende <<<<<<<< \n\n" ); The ticket is created using the 'sub-ticket' button described in http://wiki.bestpractical.com/view/CreateChildTicket Any information about it would be nice. []s From dmbeethe at fedex.com Tue Sep 4 09:54:16 2007 From: dmbeethe at fedex.com (Don Beethe) Date: Tue, 4 Sep 2007 08:54:16 -0500 Subject: [rt-users] Ticket create error on new queue In-Reply-To: <20070903160006.A314A4D8117@diesel.bestpractical.com> Message-ID: Created a new queue and when I try to create a ticket, get the following: error: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm line 70. context: ... 66: if ($self->{lock}) { 67: local $self->{dbh}->{RaiseError} = 1; 68: 69: my $sth = $self->{dbh}->prepare_cached(q{SELECT RELEASE_LOCK(?)}, {}, 1); 70: $sth->execute($self->{lockid}); 71: 72: $self->{lock} = 0; 73: } 74: } ... code stack: /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm:70 /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm:81 /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm:87 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1254 This is the first time this has happened. Any idea on what I did wrong in creating this queue? From KFCrocker at lbl.gov Tue Sep 4 10:58:53 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 04 Sep 2007 07:58:53 -0700 Subject: [rt-users] scrip not working Message-ID: <46DD72AD.5070903@lbl.gov> To all, I need some help with a scrip. I have the following coded: # #---------------------------------------------------------------------------- # Custom condition: #---------------------------------------------------------------------------- # # Check for ticket status changed to "open" # my $trans = $self->TransactionObj; return ($trans->Type eq "Status" && $trans->NewValue eq "open"); #---------------------------------------------------------------------------- # Custom action preparation code: #---------------------------------------------------------------------------- # set new Work-Status value my $ticket = $self->TicketObj; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "Work-Status"; my $cf_value = "Estimating Effort"; $cf_obj->LoadByName( Name => $cf_name ); $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); $cf_obj->AddValueForObject( Object=>$ticket, Content=>$cf_value, ); return 1; #---------------------------------------------------------------------------- # Custom action cleanup code: None #---------------------------------------------------------------------------- When I change the ticket status to "open", nothing happens. I do have a notification scrip that produces an E_mail notification based on the same user-defined condition and that works. But nothing else is getting done. Any ideas as to why? I have another scrip similar to this one (different Custom field modified and for only 1 particulat queue) and it doesn't work either. Thanks in advance. Kenn LBNL From weser at osp-dd.de Tue Sep 4 11:48:04 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Tue, 04 Sep 2007 17:48:04 +0200 Subject: [rt-users] scrip not working In-Reply-To: <46DD72AD.5070903@lbl.gov> References: <46DD72AD.5070903@lbl.gov> Message-ID: <46DD7E34.7020704@osp-dd.de> Kenneth Crocker wrote: > To all, > > > I need some help with a scrip. I have the following coded: > #---------------------------------------------------------------------------- > > # Custom action preparation code: > #---------------------------------------------------------------------------- > > > # set new Work-Status value > > my $ticket = $self->TicketObj; > my $cf_obj = RT::CustomField->new($RT::SystemUser); > my $cf_name = "Work-Status"; > my $cf_value = "Estimating Effort"; > > $cf_obj->LoadByName( Name => $cf_name ); > $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); > $cf_obj->AddValueForObject( Object=>$ticket, Content=>$cf_value, ); I don't have any experience in Perl coding but check the last line. Is it possible that there's the error? There is no parameter behind the last comma or the comma itself is to much maybe... Regards, Ben From gleduc at mail.sdsu.edu Tue Sep 4 11:47:27 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 04 Sep 2007 08:47:27 -0700 Subject: [rt-users] scrip not working In-Reply-To: <46DD72AD.5070903@lbl.gov> References: <46DD72AD.5070903@lbl.gov> Message-ID: <6.2.1.2.2.20070904083631.025a5768@mail.sdsu.edu> Hi Kenn, Here's how I'd do it using my the set_custom function I use in my scrips: set_custom("Work-Status", "Estimating Effort"); ### Sets custom field value ### Usage: set_custom($field_name, $field_value, $record_transaction) sub set_custom { my ($CFName, $CFValue, $record) = @_; my $cf = RT::CustomField->new($RT::SystemUser); my ($id,$msg) = $cf->LoadByName(Name=>$CFName,); if (!$id) { $RT::Logger->debug("$MyName: Couldn't load CF ($CFName)"); return undef; } ($id, $msg) = $Ticket->AddCustomFieldValue (Field=>$cf, Value=>$CFValue, RecordTransaction=>$record ? $record : 0); } It uses the AddCustomFieldValue method instead of AddValueForObject. $record is 1 if you want the change to generate another transaction, 0 otherwise. Gene At 07:58 AM 9/4/2007, Kenneth Crocker wrote: >$cf_obj->LoadByName( Name => $cf_name ); >$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); >$cf_obj->AddValueForObject( Object=>$ticket, Content=>$cf_value, ); > >return 1; > > When I change the ticket status to "open", nothing happens. I do > have a notification scrip that produces an E_mail notification based on > the same user-defined condition and that works. But nothing else is > getting done. Any ideas as to why? I have another scrip similar to this > one (different Custom field modified and for only 1 particulat queue) and > it doesn't work either. Thanks in advance. -- Gene LeDuc, GSEC Security Analyst San Diego State University From soma at boncle.com Tue Sep 4 14:25:35 2007 From: soma at boncle.com (soma) Date: Tue, 4 Sep 2007 11:25:35 -0700 Subject: [rt-users] How to create a common search for displaying all the tickets created by logged in user? Message-ID: <002101c7ef20$fc8f4c30$6f64a8c0@BoncleDev4> Hi All, I have just installed 3.6.4 and created few test tickets. I would like to create a common query that can be executed by any RT-user (from the RT-UI) to get a list of all the tickets created by them. I am planning to add this query to "RT at a glance". Soma Manjulavil, Boncle Inc. Get a free BoncleExpress from http://www.boncle.com The assurance of secure messages and transactions -------------- next part -------------- An HTML attachment was scrubbed... URL: From soma at boncle.com Tue Sep 4 14:37:02 2007 From: soma at boncle.com (soma) Date: Tue, 4 Sep 2007 11:37:02 -0700 Subject: [rt-users] RE: How to create a common search for displaying all the tickets created by logged in user? Message-ID: <002601c7ef22$95e9c300$6f64a8c0@BoncleDev4> Hi All, I think I found the solution. I can use Requester = '__CurrentUser__'. Soma _____ From: soma [mailto:soma at boncle.com] Sent: Tuesday, September 04, 2007 11:26 AM To: 'rt-users at lists.bestpractical.com' Subject: How to create a common search for displaying all the tickets created by logged in user? Hi All, I have just installed 3.6.4 and created few test tickets. I would like to create a common query that can be executed by any RT-user (from the RT-UI) to get a list of all the tickets created by them. I am planning to add this query to "RT at a glance". Soma Manjulavil, Boncle Inc. Get a free BoncleExpress from http://www.boncle.com The assurance of secure messages and transactions -------------- next part -------------- An HTML attachment was scrubbed... URL: From jgaven at comcast.net Tue Sep 4 21:54:23 2007 From: jgaven at comcast.net (John Gaven) Date: Tue, 4 Sep 2007 18:54:23 -0700 Subject: [rt-users] make initialize-database error Message-ID: <000001c7ef5f$af8fffd0$a1ff640a@BlackRockCable.local> I'm having a problem initializing the data base. When I run "make initialize-database", I'm receiving the error can not locate Clone.pm. # make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password Can't locate Clone.pm in @INC I'm running: RHEL 5.0 RT version 3.6.4 Apache 2.2.3 MSSQL 5.0.22-2.1.0.1 Perl 4.5.8.8 Can anyone point me in the right direction? Thanks John Gaven -------------- next part -------------- An HTML attachment was scrubbed... URL: From fugita at usp.br Wed Sep 5 09:56:18 2007 From: fugita at usp.br (Fernando Fugita) Date: Wed, 05 Sep 2007 10:56:18 -0300 Subject: [rt-users] Custom reports Message-ID: <46DEB582.4070708@usp.br> Hello, I need to create a custom report, showing the number of tickets for certain type (a custom field of the RT), in a determined period. I tried the RTx-Statistics, but was not useful. This would be possible? Thanks! From smithj4 at bnl.gov Wed Sep 5 13:19:51 2007 From: smithj4 at bnl.gov (Jason A. Smith) Date: Wed, 05 Sep 2007 13:19:51 -0400 Subject: [rt-users] RT not always notifying the ticket requestor. Message-ID: <1189012791.9149.17.camel@jason.acf.bnl.gov> We have a global scrip configured like so: Description: CorrespondNotifyRequestorsCcs Condition: On Correspond Action: Notify Requestors and Ccs Template: Global template Correspondence Stage: TransactionCreate Most of the time, this appears to be working perfectly, but we just had a user complain that he never received any replies to his ticket and when I looked at the ticket history on the web interface and the RT server logs, I can see that this scrip never sent the email that it was supposed to: [Mon Aug 27 22:02:12 2007] [debug]: About to think about scrips for transaction #89649 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Mon Aug 27 22:02:12 2007] [debug]: About to prepare scrips for transaction #89649 (/usr/lib/rt/RT/Transaction_Overlay.pm:160) [Mon Aug 27 22:02:12 2007] [debug]: Found 8 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356) [Mon Aug 27 22:02:13 2007] [debug]: About to commit scrips for transaction #89649 (/usr/lib/rt/RT/Transaction_Overlay.pm:169) [Mon Aug 27 22:02:13 2007] [debug]: About to think about scrips for transaction #89650 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Mon Aug 27 22:02:13 2007] [debug]: About to prepare scrips for transaction #89650 (/usr/lib/rt/RT/Transaction_Overlay.pm:160) [Mon Aug 27 22:02:13 2007] [debug]: Found 3 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356) [Mon Aug 27 22:02:13 2007] [debug]: About to commit scrips for transaction #89650 (/usr/lib/rt/RT/Transaction_Overlay.pm:169) [Mon Aug 27 22:02:13 2007] [info]: #3989/89649 - Scrip 5 CorrespondNotifyAdminCcs (/usr/lib/rt/RT/Action/SendEmail.pm:237) [Mon Aug 27 22:02:13 2007] [debug]: About to think about scrips for transaction #89651 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Mon Aug 27 22:02:13 2007] [info]: sent To: Cc: Bcc: [--== email addresses stripped out ==--] (/usr/lib/rt/RT/Action/SendEmail.pm:297) [Mon Aug 27 22:02:13 2007] [info]: #3989/89649 - Scrip 6 CorrespondNotifyRequestorsCcs (/usr/lib/rt/RT/Action/SendEmail.pm:237) [Mon Aug 27 22:02:13 2007] [info]: No recipients found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249) [Mon Aug 27 22:02:13 2007] [info]: #3989/89649 - Scrip 7 CorrespondNotifyOther (/usr/lib/rt/RT/Action/SendEmail.pm:237) [Mon Aug 27 22:02:13 2007] [info]: No recipients found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249) Why does RT think there are no requestors to send the correspondence to? Looking at ticket #3989 on the web interface clearly shows that there is a requestor, and same with the rt command line: $ rt show ticket/3989 id: ticket/3989 Queue: General Owner: mccarthy Creator: @bnl.gov Subject: rterm fails on atlasgw01. Status: resolved Priority: 0 InitialPriority: 0 FinalPriority: 0 Requestors: @bnl.gov Cc: AdminCc: Created: Sat Aug 25 18:24:07 2007 Starts: Not set Started: Not set Due: Not set Resolved: Thu Aug 30 12:18:32 2007 Told: Thu Aug 30 12:18:32 2007 TimeEstimated: 0 TimeWorked: 0 TimeLeft: 0 Anyone have any ideas? Is this a bug? We are still using version 3.4.5. ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ From dummycerberus at gmail.com Thu Sep 6 07:01:40 2007 From: dummycerberus at gmail.com (Dummy cerberus) Date: Thu, 6 Sep 2007 13:01:40 +0200 Subject: [rt-users] Error initializing database Message-ID: Hello, I'm trying to setup RT 3.6.4 to work on RHEL4... following the howto at http://wiki.bestpractical.com/view/RHEL4InstallGuide I found an error when trying to: [root at ironman rt-3.6.4]# make initialize-database MySQL runs on another host, which I have configured at /opt/rt3/etc/RT_SiteConfig.pm... The error follows at the end of the message. Thanks in advance and best regards. [root at ironman rt-3.6.4]# make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on thor.chg as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'%' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 353, line 463. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_user@'thor.chg' IDENTIFIED BY 'rt_user'; Access denied for user 'root'@'%' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 354, line 463. make: *** [initialize-database] Error 255 From dummycerberus at gmail.com Thu Sep 6 06:37:42 2007 From: dummycerberus at gmail.com (Dummy cerberus) Date: Thu, 6 Sep 2007 12:37:42 +0200 Subject: [rt-users] (no subject) Message-ID: From theillien at yahoo.com Thu Sep 6 10:01:35 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 06 Sep 2007 10:01:35 -0400 Subject: [rt-users] Reassigning Tickets Message-ID: <46E0083F.9010307@yahoo.com> It seems to me that, as the RT Admin with SuperUser rights, I should be able to give tickets which I don't own to someone else. Instead, I have to steal the ticket and then reassign it. Is there a workaround for this? It seems like a bit of unnecessary work for someone that has admin rights. -- Keep up with me and what I'm up to: http://theillien.blogspot.com From rfh at pipex.net Thu Sep 6 10:15:22 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 06 Sep 2007 15:15:22 +0100 Subject: [rt-users] Reassigning Tickets In-Reply-To: <46E0083F.9010307@yahoo.com> References: <46E0083F.9010307@yahoo.com> Message-ID: <46E00B7A.10105@pipex.net> Mathew; Where I am anyone can assign to anyone , for that I commented out the following lines in Ticket_Overlay.pm #if ( ( $Type ne 'Steal' ) # and ( $Type ne 'Force' ) # and #If we're not stealing # ( $self->OwnerObj->Id != $RT::Nobody->Id ) and #and the owner is set # ( $self->CurrentUser->Id ne $self->OwnerObj->Id() ) # ) { #and it's not us # return ( 0, $self->loc("You can only take tickets that are unowned") ) # if $NewOwnerObj->id == $self->CurrentUser->id; # return ( # 0, # $self->loc("You can only reassign tickets that you own or that are unowned" ) # ); #} ## End Change You probably need to modify it rather than comment it out , I am just pointing out where to look. Regards; Roy Mathew Snyder wrote: > It seems to me that, as the RT Admin with SuperUser rights, I should be able to > give tickets which I don't own to someone else. Instead, I have to steal the > ticket and then reassign it. Is there a workaround for this? It seems like a > bit of unnecessary work for someone that has admin rights. > > From sturner at MIT.EDU Thu Sep 6 10:10:42 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 06 Sep 2007 10:10:42 -0400 Subject: [rt-users] Reassigning Tickets In-Reply-To: <46E0083F.9010307@yahoo.com> References: <46E0083F.9010307@yahoo.com> Message-ID: <6.2.3.4.2.20070906100902.04222550@po14.mit.edu> At Thursday 9/6/2007 10:01 AM, Mathew Snyder wrote: >It seems to me that, as the RT Admin with SuperUser rights, I should >be able to >give tickets which I don't own to someone else. Instead, I have to steal the >ticket and then reassign it. Is there a workaround for this? It seems like a >bit of unnecessary work for someone that has admin rights. Mathew, I think the only workaround is to modify the code - we did this so that queue admins (& super users) could switch ownership in one step. I can dig out the code change if you're interested. Steve From theillien at yahoo.com Thu Sep 6 10:26:32 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 06 Sep 2007 10:26:32 -0400 Subject: [rt-users] Reassigning Tickets In-Reply-To: <6.2.3.4.2.20070906100902.04222550@po14.mit.edu> References: <46E0083F.9010307@yahoo.com> <6.2.3.4.2.20070906100902.04222550@po14.mit.edu> Message-ID: <46E00E18.5060107@yahoo.com> Stephen Turner wrote: > > > At Thursday 9/6/2007 10:01 AM, Mathew Snyder wrote: >> It seems to me that, as the RT Admin with SuperUser rights, I should >> be able to >> give tickets which I don't own to someone else. Instead, I have to >> steal the >> ticket and then reassign it. Is there a workaround for this? It >> seems like a >> bit of unnecessary work for someone that has admin rights. > > Mathew, > > I think the only workaround is to modify the code - we did this so that > queue admins (& super users) could switch ownership in one step. I can > dig out the code change if you're interested. > > Steve > I am definitely interested. Thank you. Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From gleduc at mail.sdsu.edu Thu Sep 6 11:49:09 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 06 Sep 2007 08:49:09 -0700 Subject: [rt-users] RT not always notifying the ticket requestor. In-Reply-To: <1189012791.9149.17.camel@jason.acf.bnl.gov> References: <1189012791.9149.17.camel@jason.acf.bnl.gov> Message-ID: <6.2.1.2.2.20070906082733.025b6c38@mail.sdsu.edu> Hi Jason, Make sure that you have Set($NotifyActor, 1); in RT_SiteConfig.pm. By default, RT's Notify module filters out the requestor's address; setting $NotifyActor to 1 suppresses this behavior. If it's not set, RT filters out the requestor's address before sending the e-mail, so if the requestor was the only recipient then there are no recipients left and you get the message you quoted in your log file. This is one reason that the "Autoreply To Requestors" action is necessary - otherwise "Notify Requestors" would do the same thing. If you do have it set in your config file, it's time to load up your scrips and templates with $RT::Logger->debug("Value = $value") type statements and see what the log file tells you. Regards, Gene At 10:19 AM 9/5/2007, Jason A. Smith wrote: >Description: CorrespondNotifyRequestorsCcs >Action: Notify Requestors and Ccs > >Most of the time, this appears to be working perfectly, but we just had >a user complain that he never received any replies to his ticket and >when I looked at the ticket history on the web interface and the RT >server logs, I can see that this scrip never sent the email that it was >supposed to: > >[Mon Aug 27 22:02:13 2007] [info]: > #3989/89649 - >Scrip 6 CorrespondNotifyRequestorsCcs (/usr/lib/rt/RT/Action/SendEmail.pm:237) >[Mon Aug 27 22:02:13 2007] [info]: > No recipients >found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249) >[Mon Aug 27 22:02:13 2007] [info]: > #3989/89649 - >Scrip 7 CorrespondNotifyOther (/usr/lib/rt/RT/Action/SendEmail.pm:237) >[Mon Aug 27 22:02:13 2007] [info]: > No recipients >found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249) > >Why does RT think there are no requestors to send the correspondence to? >Looking at ticket #3989 on the web interface clearly shows that there is >a requestor, and same with the rt command line: > > >Anyone have any ideas? Is this a bug? We are still using version >3.4.5. -- Gene LeDuc, GSEC Security Analyst San Diego State University From KFCrocker at lbl.gov Thu Sep 6 14:10:30 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 06 Sep 2007 11:10:30 -0700 Subject: [rt-users] scrip not working In-Reply-To: <46DD7E34.7020704@osp-dd.de> References: <46DD72AD.5070903@lbl.gov> <46DD7E34.7020704@osp-dd.de> Message-ID: <46E04296.3030509@lbl.gov> Benjamin, No, I have that in several scrips that ARE working. Thanks anyway. Kenn LBNL On 9/4/2007 8:48 AM, Benjamin Weser wrote: > Kenneth Crocker wrote: >> To all, >> >> >> I need some help with a scrip. I have the following coded: > > >> #---------------------------------------------------------------------------- >> >> # Custom action preparation code: >> #---------------------------------------------------------------------------- >> >> >> # set new Work-Status value >> >> my $ticket = $self->TicketObj; >> my $cf_obj = RT::CustomField->new($RT::SystemUser); >> my $cf_name = "Work-Status"; >> my $cf_value = "Estimating Effort"; >> >> $cf_obj->LoadByName( Name => $cf_name ); >> $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); >> $cf_obj->AddValueForObject( Object=>$ticket, Content=>$cf_value, ); > I don't have any experience in Perl coding but check the last line. Is > it possible that there's the error? There is no parameter behind the > last comma or the comma itself is to much maybe... > > Regards, > Ben > From sturner at MIT.EDU Thu Sep 6 14:27:00 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 06 Sep 2007 14:27:00 -0400 Subject: [rt-users] Reassigning Tickets In-Reply-To: <46E00E18.5060107@yahoo.com> References: <46E0083F.9010307@yahoo.com> <6.2.3.4.2.20070906100902.04222550@po14.mit.edu> <46E00E18.5060107@yahoo.com> Message-ID: <6.2.3.4.2.20070906142049.04279688@po14.mit.edu> At Thursday 9/6/2007 10:26 AM, Mathew Snyder wrote: >Stephen Turner wrote: > > > > > > At Thursday 9/6/2007 10:01 AM, Mathew Snyder wrote: > >> It seems to me that, as the RT Admin with SuperUser rights, I should > >> be able to > >> give tickets which I don't own to someone else. Instead, I have to > >> steal the > >> ticket and then reassign it. Is there a workaround for this? It > >> seems like a > >> bit of unnecessary work for someone that has admin rights. > > > > Mathew, > > > > I think the only workaround is to modify the code - we did this so that > > queue admins (& super users) could switch ownership in one step. I can > > dig out the code change if you're interested. > > > > Steve > > > >I am definitely interested. Thank you. > >Mathew Mathew, Here's the relevant piece of code from Ticket_Overlay.pm, from the SetOwner sub - bear in mind this is version 3.4.2. Looking at the code I realize it doesn't explicitly allow super users to do this - they may implicitly have AdminQueue rights for all queues, I'm not sure. Steve ------------------------------------------------------------------------------------- #If thie ticket has an owner and it's not the current user if ( ( $Type ne 'Steal' ) and ( $Type ne 'Force' ) and #If we're not stealing ( $self->OwnerObj->Id != $RT::Nobody->Id ) and #and the owner is set ( $self->CurrentUser->Id ne $self->OwnerObj->Id() ) #and it's not us # BEGIN MIT ADDITION # We now allow queue administrators to reassign tickets even if they're # not the owner: and (! $self->CurrentUser->HasRight(Right => 'AdminQueue', Object => $self->QueueObj ) ) # END MIT ADDITION ) { return ( 0, $self->loc( "You can only reassign tickets that you own or that are unowned" ) ); } From jarends at uiuc.edu Thu Sep 6 16:02:25 2007 From: jarends at uiuc.edu (John Arends) Date: Thu, 06 Sep 2007 15:02:25 -0500 Subject: [rt-users] Notify people on ticket create Message-ID: <46E05CD1.20600@uiuc.edu> How would you best suggest that I notify a group of people via email when a ticket is created in a particular queue? For most queues we have made certain people AdminCCs for the entire queue, but then they receive updates to everything. I just want a list of people to get emails on ticket create, but not receive copies of every update on every ticket. I was thinking about using this: http://wiki.bestpractical.com/view/SendEmailAction But is there an already built in way to do this? From sturner at MIT.EDU Thu Sep 6 16:26:41 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 06 Sep 2007 16:26:41 -0400 Subject: [rt-users] Notify people on ticket create In-Reply-To: <46E05CD1.20600@uiuc.edu> References: <46E05CD1.20600@uiuc.edu> Message-ID: <6.2.3.4.2.20070906162429.0428d2a0@po14.mit.edu> At Thursday 9/6/2007 04:02 PM, you wrote: >How would you best suggest that I notify a group of people via email >when a ticket is created in a particular queue? For most queues we >have made certain people AdminCCs for the entire queue, but then >they receive updates to everything. I just want a list of people to >get emails on ticket create, but not receive copies of every update >on every ticket. > >I was thinking about using this: > >http://wiki.bestpractical.com/view/SendEmailAction > >But is there an already built in way to do this? It's simpler to have this scrip: On Create Notify Other Recipients with template MyTemplate where MyTemplate has the recipients hard-coded (like the example in that wiki page). There's no need to add a new scrip action to the database. Steve From sturner at MIT.EDU Thu Sep 6 16:44:02 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 06 Sep 2007 16:44:02 -0400 Subject: [rt-users] Notify people on ticket create In-Reply-To: <46E06468.6060901@uiuc.edu> References: <46E05CD1.20600@uiuc.edu> <6.2.3.4.2.20070906162429.0428d2a0@po14.mit.edu> <46E06468.6060901@uiuc.edu> Message-ID: <6.2.3.4.2.20070906163906.03dfb3f0@po14.mit.edu> At Thursday 9/6/2007 04:34 PM, John Arends wrote: >Steve, > >I don't know much about scrips (have not had a need to use them until now). > >Would MyTemplate just need a list of email addresses, or is there >more to it than that? I'm not sure how to set up a template. > >Thanks > >-John The templates look like email messages - they can include the normal email headers and also can have RT fields embedded. The example from the wiki page see the bottom of this mail) could be a start. Often it's useful to copy the content from one of the global templates. There are more details on templates http://wiki.bestpractical.com/view/Template , and some contributed template fragments are at http://wiki.bestpractical.com/view/Contributions . Good luck, Steve To: user1 at example.org, user2 at example.org Bcc: user3 at example.org Subject: {$Ticket->Subject} A ticket has been created in this queue. {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} ------------- {$Transaction->Content()} From fran at cis.uab.edu Thu Sep 6 18:33:26 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Thu, 06 Sep 2007 17:33:26 -0500 Subject: [rt-users] Failed to load valid user when Everyone has the right to CreateTicket Message-ID: <46E08036.3090206@cis.uab.edu> Occasionally, I get a RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (user at uab.edu). even though in this queue, Everyone has the right to CreateTicket. (There's nothing special about @uab.edu, I just picked that as the latest example - it happens with all sorts of domains) Has anyone else seen this? It's sporadic, once every week or two. RT 3.6.4 -- 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 thierry.thelliez.tech at gmail.com Thu Sep 6 21:43:38 2007 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Thu, 6 Sep 2007 19:43:38 -0600 Subject: [rt-users] Mandatory/Required custom field Message-ID: <42f5c4430709061843r7f77acc4se90f76efe9866487@mail.gmail.com> Hello, With RT 3.6.4: I am trying to make a 'Select one value' type custom field mandatory. Selecting the (?#Mandatory). value for Validation does not seem to work like I was expecting. The user is still able to submit the ticket and the custom field value is '(no value)'. I tried (?#Mandatory).+ without success. What am I missing? Thanks, Thierry From pgoffin at mtl-inst.com Fri Sep 7 05:28:03 2007 From: pgoffin at mtl-inst.com (Paul Goffin) Date: Fri, 7 Sep 2007 10:28:03 +0100 Subject: [rt-users] AdminUsers in 3.6.3/4? Message-ID: I'm having trouble getting the permissions right for my helpddesk operators to be able to see & update User information. I thought granting them the AdminUsers right would be enough but it doesn't appear to have any effect. The SuperUser can modify User information but that seems to be the only permission that works. What rights do I need to set or is this a Bug in 3.6.3 & 3.6.4? (As an aside, the Rights table in the Wiki http://wiki.bestpractical.com/view/ManualRights doesn't render as a table. I tried to edit it a few times but wasn't able to correct it. Anyone know what's wrong?) Paul _____________________________________________________________ This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Fri Sep 7 10:40:48 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Fri, 7 Sep 2007 09:40:48 -0500 Subject: [rt-users] AdminUsers in 3.6.3/4? In-Reply-To: Message-ID: In the configuration menu, go to Global -> User Rights. You need to add the 'SuperUser' right to every user that should have this type of access. This is the only way I know to do it. Of course, that means those users can do anything else as well... James Moseley Paul Goffin To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] AdminUsers in 3.6.3/4? 09/07/2007 04:28 AM I'm having trouble getting the permissions right for my helpddesk operators to be able to see & update User information. I thought granting them the AdminUsers right would be enough but it doesn't appear to have any effect. The SuperUser can modify User information but that seems to be the only permission that works. What rights do I need to set or is this a Bug in 3.6.3 & 3.6.4? (As an aside, the Rights table in the Wiki http://wiki.bestpractical.com/view/ManualRights doesn't render as a table. I tried to edit it a few times but wasn't able to correct it. Anyone know what's wrong?) Paul_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Sep 7 11:26:31 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 07 Sep 2007 11:26:31 -0400 Subject: [rt-users] Failed to load valid user when Everyone has the right to CreateTicket In-Reply-To: <46E08036.3090206@cis.uab.edu> References: <46E08036.3090206@cis.uab.edu> Message-ID: <46E16DA7.4090902@ucrwcu.rwc.uc.edu> Check to make sure that address is not a disabled account already on the system. Fran Fabrizio wrote: > Occasionally, I get a > > RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for this email (user at uab.edu). > > even though in this queue, Everyone has the right to CreateTicket. (There's nothing special about @uab.edu, I just picked that as the latest example - it happens with all sorts of domains) > > Has anyone else seen this? It's sporadic, once every week or two. RT 3.6.4 > > From Tamer.Tayea at paybytouch.com Fri Sep 7 14:18:30 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Fri, 7 Sep 2007 14:18:30 -0400 Subject: [rt-users] RT 3.6.4 /RHEL 5.0/Oracle Express References: Message-ID: Hi All, I have RT 3.6.4 installed and configured on RHEL ES 4.5 with MySql 4.1.20.. It works like a charm .. Due to some business/technical requirements , I need to upgrade OS to 5.0 , install Oracle Express and reconnect the RT SW to point to Oracle DB instead of MySql.. Any idea how to go about that .. Thanks Tamer From pgoffin at mtl-inst.com Fri Sep 7 13:57:19 2007 From: pgoffin at mtl-inst.com (Paul Goffin) Date: Fri, 7 Sep 2007 18:57:19 +0100 Subject: [rt-users] AdminUsers in 3.6.3/4? Message-ID: An HTML attachment was scrubbed... URL: From fran at cis.uab.edu Fri Sep 7 15:00:42 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Fri, 07 Sep 2007 14:00:42 -0500 Subject: [rt-users] CC: and BCC: fields when Commenting Message-ID: <46E19FDA.1090203@cis.uab.edu> RT 3.6.4. This is what I am trying: 1. Start a Comment on a ticket. 2. Add a CC: email address 3. Add a BCC: email address. 4. Write some comment. 5. Submit. Results: Comment gets posted to ticket. No email gets sent to CC: or BCC:. In the web view, in the newly added comment it says RT-Send-CC: with the address I entered for the CC:, but no email was sent to that address. So, I thought hrmm, that's weird, so I looked at the global scrips and did not see one that would send to CCs on Comment. So I defined: On Comment Notify Ccs as Comment with template Admin Comment I confirm that this is now applied to all of my queues. I take the same test ticket and repeat the procedure, still no email sent. The logs show this (scrip 46 is my newly created scrip): Sep 7 13:39:11 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mail=userforcc at cis.uab.edu => Address1: , Address2: , EmailAddress: userforcc at cis.uab.edu, ExternalAuthId: userforcc, ExternalContactInfoId: uid=userforcc,ou=People,dc=cis,dc=uab,dc=edu, Gecos: userforcc, Name: userforcc, Organization: , RealName: User For CC, WorkPhone: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 7 13:39:11 cherokee RT: RT::User::CanonicalizeEmailAddress userforcc at cis.uab.edu => userforcc at cis.uab.edu (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:347) Sep 7 13:39:11 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mail=userforbcc at cis.uab.edu => Address1: , Address2: , EmailAddress: userforbcc at cis.uab.edu, ExternalAuthId: userforbcc, ExternalContactInfoId: uid=userforbcc,ou=People,dc=cis,dc=uab,dc=edu, Gecos: userforbcc, Name: userforbcc, Organization: , RealName: User For BCC, WorkPhone: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) [snip other scrip processing] Sep 7 13:39:11 cherokee RT: #6783/81180 - Scrip 46 OnCommentNotifyCCsAndBCCsAsComment (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245) Sep 7 13:39:11 cherokee RT: No recipients found. Not sending. (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:257) Sep 7 13:39:11 cherokee RT: Use of uninitialized value in pattern match (m//) at /usr/local/rt-3.6.4/lib/RT/Interface/Web.pm line 1392. (/usr/local/rt-3.6.4/lib/RT/Interface/Web.pm:1392) Sep 7 13:39:11 cherokee RT: Use of uninitialized value in pattern match (m//) at /usr/local/rt-3.6.4/lib/RT/Interface/Web.pm line 1392. (/usr/local/rt-3.6.4/lib/RT/Interface/Web.pm:1392) Am I not understanding how those CC and BCC fields should work when Commenting? They work when Replying. Do they depend on a scrip being defined, or is this inherent behavior? And if they do depend on a scrip being defined, did I mis-define my scrip? 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 sturner at MIT.EDU Fri Sep 7 15:07:33 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 07 Sep 2007 15:07:33 -0400 Subject: [rt-users] CC: and BCC: fields when Commenting In-Reply-To: <46E19FDA.1090203@cis.uab.edu> References: <46E19FDA.1090203@cis.uab.edu> Message-ID: <6.2.3.4.2.20070907150421.04407ab0@po14.mit.edu> Fran, Ccs and Bccs that you type while adding a comment or reply are counted as "Other Recipients" in the scrip world. From the behavior you describe I'm guessing you have: On Correspond Notify Other Recipients using Template some-template but not On Comment Notify Other Recipients as Comment using Template some-template The "Notify Ccs as Comment" action will only notify Cc watchers, not Ccs you type on the comment screen. Steve At Friday 9/7/2007 03:00 PM, Fran Fabrizio wrote: >Am I not understanding how those CC and BCC fields should work when >Commenting? They work when Replying. Do they depend on a scrip being >defined, or is this inherent behavior? And if they do depend on a scrip >being defined, did I mis-define my scrip? > >Thanks, >Fran > >-- From fran at cis.uab.edu Fri Sep 7 15:35:58 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Fri, 07 Sep 2007 14:35:58 -0500 Subject: [rt-users] CC: and BCC: fields when Commenting In-Reply-To: <6.2.3.4.2.20070907150421.04407ab0@po14.mit.edu> References: <46E19FDA.1090203@cis.uab.edu> <6.2.3.4.2.20070907150421.04407ab0@po14.mit.edu> Message-ID: <46E1A81E.1040303@cis.uab.edu> > The "Notify Ccs as Comment" action will only notify Cc watchers, not > Ccs you type on the comment screen. Very tricky. :-) Thanks Steve, I'll alter my On Comment scrip. -- 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 jmoseley at corp.xanadoo.com Fri Sep 7 16:25:38 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Fri, 7 Sep 2007 15:25:38 -0500 Subject: [rt-users] AdminUsers in 3.6.3/4? In-Reply-To: Message-ID: I don't think it's a bug - just a design issue. James Moseley Paul Goffin To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] AdminUsers in 3.6.3 /4? 09/07/2007 12:57 PM That has to be a bug. There's no way it was necessary to grant that right in 3.4 so it must be a bug in 3.6. Anyone have a fix? Paul Goffin -----James Moseley wrote: ----- >In the configuration menu, go to Global -> User Rights. You need to >add >the 'SuperUser' right to every user that should have this type of >access. >This is the only way I know to do it. Of course, that means those >users >can do anything else as well... > > >James Moseley > _____________________________________________________________ This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From slackamp at gmail.com Fri Sep 7 23:25:02 2007 From: slackamp at gmail.com (slamp slamp) Date: Fri, 7 Sep 2007 23:25:02 -0400 Subject: [rt-users] help needed on bcc Message-ID: <78926d250709072025v4437ee18mfdec5c0d14ccd36f@mail.gmail.com> hello. i am in a dilemma. i have two group watchers. one as admincc and one as cc. how can i make it so that an e-mail coming from rt does not show a cc? the reason for these two are simple. when a ticket comes in, it notifies admincc because it is assigned to nobody and cc will get all correspondence. i also have a script that adds a corresponder (someone that replied) as a Cc. how can I add as a Bcc? we are having issues with duplicate mails because everyone is hitting reply all. thanks for the help. From matthew.seaman at thebunker.net Sat Sep 8 04:59:02 2007 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Sat, 08 Sep 2007 09:59:02 +0100 Subject: [rt-users] Apache::Session::MySQL Message-ID: <46E26456.1050109@thebunker.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256 Does anyone else have problems with Sessions not being stored and hence running into the continual re-login thing when using Set($WebSessionClass , 'Apache::Session::MySQL'); ? There's an rt3.sessions table in MySQL but the data in it doesn't seem to get updated. Everything works perfectly if I switch to Apache::Session::File -- perhaps this should be in the default configuration instead of the DB backed sessions stuff? This is on FreeBSD 6.2-RELEASE-p7, using everything installed via the ports system: rt-3.6.4 with Jim Meyer's LDAP overlay copied pretty much verbatim from the Wiki. mod_perl2-2.0.3_2,3 apache-2.2.4_2 and dependencies. Cheers, Matthew - -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814800 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.4 (FreeBSD) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFG4mRW8Mjk52CukIwRCP3pAJ9NNd+/U0TdZs/qpFUYh8ctnZYzDQCeJgfr cCTgfJ7OWViI7x/xYKIIqz0= =RPIQ -----END PGP SIGNATURE----- From root at agsf-esports.org Sat Sep 8 09:35:09 2007 From: root at agsf-esports.org (root at agsf-esports.org) Date: Sat, 08 Sep 2007 15:35:09 +0200 Subject: [rt-users] RT 1.0.7 variable list Message-ID: <20070908133509.15F717921@agsf-esports.org> Searching this mailing archive I found several %variables% to use in my mail templates f?r autoreplys, stealing notifiers and so on... Although I am missing a lot of variables, f.e. for displaying the new owner when the ticket has been stolen. So I was wondering if anyone here could drop me a Link or post me a complete list of usable variables in 1.0.7, found nothing in the docu or on the web. Thx in advance, Thomas Windisch Chairman AGSF.eSports e.V. Registered association for electronic sports From svitter at list.ru Sat Sep 8 12:34:09 2007 From: svitter at list.ru (Viktor) Date: Sat, 08 Sep 2007 20:34:09 +0400 Subject: =?koi8-r?Q?Re=3A_[rt-users]_RT_1.0.7_variable_list?= In-Reply-To: <20070908133509.15F717921@agsf-esports.org> References: <20070908133509.15F717921@agsf-esports.org> Message-ID: Forget 1.0.7. The current version is 3.6.4. Why would anyone support 1.0.7 now? You could also have stated your wishes more precisely. -----Original Message----- From: root at agsf-esports.org To: rt-users at lists.bestpractical.com Date: Sat, 08 Sep 2007 15:35:09 +0200 Subject: [rt-users] RT 1.0.7 variable list > Searching this mailing archive I found several %variables% to use in my mail > templates für autoreplys, stealing notifiers and so on... > > Although I am missing a lot of variables, f.e. for displaying the new owner > when the ticket has been stolen. > > So I was wondering if anyone here could drop me a Link or post me a complete > list of usable variables in 1.0.7, found nothing in the docu or on the web. > > Thx in advance, > Thomas Windisch > Chairman AGSF.eSports e.V. > Registered association for electronic sports > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From root at agsf-esports.org Sat Sep 8 14:14:18 2007 From: root at agsf-esports.org (root at agsf-esports.org) Date: Sat, 08 Sep 2007 20:14:18 +0200 Subject: [rt-users] RT 1.0.7 variable list In-Reply-To: References: <20070908133509.15F717921@agsf-esports.org> Message-ID: <20070908181418.D752B896C@agsf-esports.org> Its not about to discuss why I use it. To explain my question a little more: I am searching for a complete list of avaiable variables for 1.0.7 to use in templates for example: %serial_num% - Displays Ticket ID %req:subject% - Displays the subject %trans:content% - Displays the content of a message and so on and so on. Maybe some old nostalgic Admins can help me out :) ------------------------- Viktor schrieb: > Forget 1.0.7. > > The current version is 3.6.4. > Why would anyone support 1.0.7 now? > > You could also have stated your wishes more precisely. > > -----Original Message----- > From: root at agsf-esports.org > To: rt-users at lists.bestpractical.com > Date: Sat, 08 Sep 2007 15:35:09 +0200 > Subject: [rt-users] RT 1.0.7 variable list > >> Searching this mailing archive I found several %variables% to use in my mail >> templates für autoreplys, stealing notifiers and so on... >> >> Although I am missing a lot of variables, f.e. for displaying the new owner >> when the ticket has been stolen. >> >> So I was wondering if anyone here could drop me a Link or post me a complete >> list of usable variables in 1.0.7, found nothing in the docu or on the web. >> >> Thx in advance, >> Thomas Windisch >> Chairman AGSF.eSports e.V. >> Registered association for electronic sports >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 DaneElwell at Birchwoodhigh.warrington.sch.uk Mon Sep 10 09:07:24 2007 From: DaneElwell at Birchwoodhigh.warrington.sch.uk (Dane Elwell) Date: Mon, 10 Sep 2007 14:07:24 +0100 Subject: [rt-users] Hair Loss: No scrollbars on long combobox Message-ID: Hello, I've got RT 3.6.3 running and for the life of me I cannot get scrollbars on drop down combo boxes. I have a combo box with a list of all the rooms in my place of work (about 50 items) and I need these to fit in one combobox, but rather than the expected scrollbars I just get a huge list which you have to scroll down the page to see (which breaks standard UI conventions - our end users will cry). I've looked at Widgets/ComboBox and NoAuth/js/combobox.js and fiddled a bit and nothing seems to be getting scrollbars to show. I've searched high and low on Google, but searching for anything related to RT is hard. I've had a look at the mailing list archives and found that a few people have had this problem before but no one has replied to them - hopefully someone can help me because this is a show-stopper as far as I'm concerned and I'm going bald over it! Honest. Thanks in advance to anyone who can help. The person who solves this problem for me will be worshipped as a legend in my office for many years to come. Regards -- Dane Elwell ICT Technician Birchwood Community High School | Brock Road | Warrington | WA3 7PT IT Dept Tel: 01925 853508 | School Tel: 01925 853500 | Fax: 01925 853502 Web: http://www.birchwoodhigh.co.uk -------------- next part -------------- An HTML attachment was scrubbed... URL: From fran at cis.uab.edu Mon Sep 10 11:10:29 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Mon, 10 Sep 2007 10:10:29 -0500 Subject: [rt-users] Failed to load valid user when Everyone has the right to CreateTicket In-Reply-To: <46E16DA7.4090902@ucrwcu.rwc.uc.edu> References: <46E08036.3090206@cis.uab.edu> <46E16DA7.4090902@ucrwcu.rwc.uc.edu> Message-ID: <46E55E65.70500@cis.uab.edu> Definitely not a disabled account already on the system (although why would that matter? Everyone can create a ticket in our setup. Or am I misunderstanding your comment?) It happened again over the weekend. A user tried to submit to our helpdesk using her hotmail account and it failed (twice). She then tried with her gmail and it worked. This was a user who had never contacted the helpdesk before. Drew Barnes wrote: > Check to make sure that address is not a disabled account already on the > system. > > Fran Fabrizio wrote: > >> Occasionally, I get a >> >> RT could not load a valid user, and RT's configuration does not allow >> for the creation of a new user for this email (user at uab.edu). >> >> even though in this queue, Everyone has the right to CreateTicket. (There's nothing special about @uab.edu, I just picked that as the latest example - it happens with all sorts of domains) >> >> Has anyone else seen this? It's sporadic, once every week or two. RT 3.6.4 >> >> >> -- 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 Mon Sep 10 11:19:18 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Mon, 10 Sep 2007 10:19:18 -0500 Subject: [rt-users] Failed to load valid user when Everyone has the right to CreateTicket In-Reply-To: <46E55E65.70500@cis.uab.edu> References: <46E08036.3090206@cis.uab.edu> <46E16DA7.4090902@ucrwcu.rwc.uc.edu> <46E55E65.70500@cis.uab.edu> Message-ID: <46E56076.40404@cis.uab.edu> ....and as I was typing this, it happened again with a user from @yahoo.com. (I replaced the real address with username at yahoo.com for privacy) Interesting to note that our helpdesk has several other users both from hotmail and yahoo. >From the logs below, I can see it's querying LDAP for the user account, which of course doesn't exist. But then it gets to the end and says that RT's config does not allow for the creation of a new user. Maybe something has changed in the LDAP module recently, I did upgrade a few weeks back, but in the past, it used to just create local RT users for anyone it did not know about in LDAP. I will dig a little deeper but if anyone knows the likely culprit please let me know. Thanks! Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mail=username at yahoo.com => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mailRoutingAddress=username at yahoo.com => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mailAlternateAddress=username at yahoo.com => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mail=smtp:username at yahoo.com => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mailRoutingAddress=smtp:username at yahoo.com => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mailAlternateAddress=smtp:username at yahoo.com => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mail=SMTP:username at yahoo.com => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mailRoutingAddress=SMTP:username at yahoo.com => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mailAlternateAddress=SMTP:username at yahoo.com => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::CanonicalizeEmailAddress username at yahoo.com => username at yahoo.com (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:347) Sep 10 10:04:59 cherokee RT: Couldn't load user 'username at yahoo.com'.giving up (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:329) Sep 10 10:04:59 cherokee RT: User 'username at yahoo.com' could not be loaded in the mail gateway (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243) Sep 10 10:04:59 cherokee RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (username at yahoo.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue general. (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243) Sep 10 10:04:59 cherokee RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243) Sep 10 10:04:59 cherokee RT: Could not record email: Could not load a valid user (/usr/local/rt-3.6.4/share/html/REST/1.0/NoAuth/mail-gateway:75) Fran Fabrizio wrote: > Definitely not a disabled account already on the system (although why > would that matter? Everyone can create a ticket in our setup. Or am I > misunderstanding your comment?) > > It happened again over the weekend. A user tried to submit to our > helpdesk using her hotmail account and it failed (twice). She then > tried with her gmail and it worked. This was a user who had never > contacted the helpdesk before. > > Drew Barnes wrote: > >> Check to make sure that address is not a disabled account already on the >> system. >> >> Fran Fabrizio wrote: >> >> >>> Occasionally, I get a >>> >>> RT could not load a valid user, and RT's configuration does not allow >>> for the creation of a new user for this email (user at uab.edu). >>> >>> even though in this queue, Everyone has the right to CreateTicket. (There's nothing special about @uab.edu, I just picked that as the latest example - it happens with all sorts of domains) >>> >>> Has anyone else seen this? It's sporadic, once every week or two. RT 3.6.4 >>> >>> >>> >>> > > > -- 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 phanoko at gmail.com Mon Sep 10 12:32:39 2007 From: phanoko at gmail.com (matt wells) Date: Mon, 10 Sep 2007 09:32:39 -0700 Subject: [rt-users] Search not displaying custom field data Message-ID: RT Version 3.6.4 An upgrade from 3.4 I have a search that looks at a custom field and adds it to the results page. This works 100% with a root account however normal users it does not. My users Bob has all rights to the queue as well as the Custom Field 'Simpsons' Inside Custom Field 'Simpsons' is Bart Lisa Homer Maggie Marge I can search on just 'Bart' and it works great although when I add the Custom Field 'Simpsons' to the 'Display Colums' the colum is blank. The results of my searchs are below. Search for Bob # Subject Status Queue Owner Priority Requestors Created Told Last Updated Time Left Simpsons ________________________________________________________________________________________________________________ 8888 Cartoons I love this episode Resolved Cartoons Phanoko 10 Phanoko at gmail.com 6 months ago Phanoko 6 months ago 0 Search for Root # Subject Status Queue Owner Priority Requestors Created Told Last Updated Time Left Simpsons ________________________________________________________________________________________________________________ 8888 Cartoons I love this episode Resolved Cartoons Phanoko 10 Bart Phanoko at gmail.com 6 months ago Phanoko 6 months ago 0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Prakash.velayutham at cchmc.org Mon Sep 10 13:07:20 2007 From: Prakash.velayutham at cchmc.org (Prakash Velayutham) Date: Mon, 10 Sep 2007 13:07:20 -0400 Subject: [rt-users] How to change the Owner from UID to "Real Name" attribute Message-ID: <8E37F5C6-6934-4D6F-98FD-4C68AB64FB78@cchmc.org> Hello, In RT, when an admin looks at one of his tickets, the Owner attribute shows his UID. How can this attribute be changed to show his/her Real Name instead? I would prefer a solution that does not mess up past tickets. RT - 3.6.3 And we have linked RT authentication to an OpenLDAP server, if that makes any difference. Thanks, Prakash From Keith.D.Schincke at nasa.gov Mon Sep 10 13:42:50 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Mon, 10 Sep 2007 12:42:50 -0500 Subject: [rt-users] How to change the Owner from UID to "Real Name" attribute In-Reply-To: <8E37F5C6-6934-4D6F-98FD-4C68AB64FB78@cchmc.org> References: <8E37F5C6-6934-4D6F-98FD-4C68AB64FB78@cchmc.org> Message-ID: <5D0B651C5306D64AA429824F50D2C0AC4843B1@NDJSEVS23B.ndc.nasa.gov> Hey Prakash, In your html/Ticket/Elements/ShowUserEntry file, change <%$User->Name%> to <%($User->RealName)>. You should save the new file into your local RT html directory. I have written a couple of patches to do this in other areas: http://rt.bestpractical.com/view/AdminUser-fullname-list-3.6.1 http://rt.bestpractical.com/view/SelectOwner-fullname-list-3.6.1 Let me know if you have any questions. Good Luck, Keith -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Prakash Velayutham Sent: Monday, September 10, 2007 12:07 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to change the Owner from UID to "Real Name" attribute Hello, In RT, when an admin looks at one of his tickets, the Owner attribute shows his UID. How can this attribute be changed to show his/her Real Name instead? I would prefer a solution that does not mess up past tickets. RT - 3.6.3 And we have linked RT authentication to an OpenLDAP server, if that makes any difference. Thanks, Prakash _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Prakash.velayutham at cchmc.org Mon Sep 10 14:27:36 2007 From: Prakash.velayutham at cchmc.org (Prakash Velayutham) Date: Mon, 10 Sep 2007 14:27:36 -0400 Subject: [rt-users] How to change the Owner from UID to "Real Name" attribute In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC4843B1@NDJSEVS23B.ndc.nasa.gov> References: <8E37F5C6-6934-4D6F-98FD-4C68AB64FB78@cchmc.org> <5D0B651C5306D64AA429824F50D2C0AC4843B1@NDJSEVS23B.ndc.nasa.gov> Message-ID: Wonderful. Worked like a charm. I also modified the Elements/ SelectUser file to reflect the Owner drop-down box (during new ticket creation) to show RealName instead of Name. Thanks, Prakash On Sep 10, 2007, at 1:42 PM, Schincke, Keith D. (JSC-IT)[MEI] wrote: > Hey Prakash, > > In your html/Ticket/Elements/ShowUserEntry file, change <%$User- > >Name%> > to <%($User->RealName)>. You should save the new file into your > local RT > html directory. > > I have written a couple of patches to do this in other areas: > http://rt.bestpractical.com/view/AdminUser-fullname-list-3.6.1 > http://rt.bestpractical.com/view/SelectOwner-fullname-list-3.6.1 > > Let me know if you have any questions. > > Good Luck, > > Keith > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Prakash > Velayutham > Sent: Monday, September 10, 2007 12:07 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] How to change the Owner from UID to "Real Name" > attribute > > Hello, > > In RT, when an admin looks at one of his tickets, the Owner attribute > shows his UID. How can this attribute be changed to show his/her Real > Name instead? I would prefer a solution that does not mess up past > tickets. > > RT - 3.6.3 > > And we have linked RT authentication to an OpenLDAP server, if that > makes any difference. > > Thanks, > Prakash > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From msallee at globe.gov Mon Sep 10 17:02:25 2007 From: msallee at globe.gov (Mark Sallee) Date: Mon, 10 Sep 2007 15:02:25 -0600 Subject: [rt-users] No scrollbars on long combobox In-Reply-To: <20070910160024.9D4FE4D812A@diesel.bestpractical.com> References: <20070910160024.9D4FE4D812A@diesel.bestpractical.com> Message-ID: <46E5B0E1.1030400@globe.gov> Dane, What browser(s) have you tried? We had some similar issues with older versions of Mozilla Firefox and our custom field for State. Updating to the latest version (2.0.0.6) seemed to help, as well as changing the custom field from a "Select or enter one value" to a "Select one value" - if that works for your needs. As for the hair loss, that is probably inevitable for those of us working in IT! Mark Sallee > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 10 Sep 2007 14:07:24 +0100 > From: "Dane Elwell" > Subject: [rt-users] Hair Loss: No scrollbars on long combobox > To: > > Hello, > > > > I've got RT 3.6.3 running and for the life of me I cannot get scrollbars > on drop down combo boxes. I have a combo box with a list of all the > rooms in my place of work (about 50 items) and I need these to fit in > one combobox, but rather than the expected scrollbars I just get a huge > list which you have to scroll down the page to see (which breaks > standard UI conventions - our end users will cry). > > > > I've looked at Widgets/ComboBox and NoAuth/js/combobox.js and fiddled a > bit and nothing seems to be getting scrollbars to show. I've searched > high and low on Google, but searching for anything related to RT is > hard. I've had a look at the mailing list archives and found that a few > people have had this problem before but no one has replied to them - > hopefully someone can help me because this is a show-stopper as far as > I'm concerned and I'm going bald over it! Honest. > > > > Thanks in advance to anyone who can help. The person who solves this > problem for me will be worshipped as a legend in my office for many > years to come. > > > > Regards > > > > -- > > Dane Elwell > > ICT Technician > > > From crpatter at ci.grand-rapids.mi.us Mon Sep 10 17:35:21 2007 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Mon, 10 Sep 2007 17:35:21 -0400 Subject: [rt-users] Create new User: assigned ldap value to custom user field is overwritten Message-ID: I'm currently setting up RT 3.6.4 on a CentOs 5 box. Basically, when we create a new user, we simply type in the new users' network id and click save. We have overwritten CanonicalizeUserInfo and Create in Users_Local to lookup the users data from ldap and set the data in the proper fields. Everything works fine with the exception of a custom user field we assign a value to. Basically, what happens is the custom field value is assigned, then immediately is overwritten by the value of the web page form, in our case the value is blank. I know this happens because if you look the results widget (on the web page), you see the following entries... User created Streets and Sanitation is no longer a value for custom field Department And if you look at the history, you'll see the following entries... crpatter - User created crpatter - Department Streets and Sanitation deleted So it seems the following happens... The user is created. The custom field is manually assigned a value in our custom code. The custom field value is overwritten by the normal RT procedure. I've searched through the wiki and the mailing list and can't find anyone else who has encountered this problem. Perhaps, there is a better place to assign the custom field value? Any advice is greatly appreciated. Craig Patterson Application Developer/SDE Administrator Northrop Grumman IT/City of Grand Rapids (616)456-3645 crpatter at grcity.us -------------- next part -------------- An HTML attachment was scrubbed... URL: From DaneElwell at Birchwoodhigh.warrington.sch.uk Mon Sep 10 17:57:55 2007 From: DaneElwell at Birchwoodhigh.warrington.sch.uk (Dane Elwell) Date: Mon, 10 Sep 2007 22:57:55 +0100 Subject: [rt-users] No scrollbars on long combobox Message-ID: Hello, I have tried this in Firefox (2.0.0.6) and IE7 - both browsers act the same, the combo box doesn't appear with a scrollbar. I have not yet tried it with IE6, but the majority of the users accessing the system will be using IE7. I will try changing the custom field to "Select one value" - that is what I want actually but I didn't spot that in the list - but that'll have to happen first thing tomorrow as I can't get to the system at present. If anyone has any further suggestions in the meantime they would be greatly appreciated. Thank you ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of Mark Sallee Sent: Mon 10/09/2007 22:02 To: rt-users at lists.bestpractical.com Subject: [rt-users] No scrollbars on long combobox Dane, What browser(s) have you tried? We had some similar issues with older versions of Mozilla Firefox and our custom field for State. Updating to the latest version (2.0.0.6) seemed to help, as well as changing the custom field from a "Select or enter one value" to a "Select one value" - if that works for your needs. As for the hair loss, that is probably inevitable for those of us working in IT! Mark Sallee > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 10 Sep 2007 14:07:24 +0100 > From: "Dane Elwell" > Subject: [rt-users] Hair Loss: No scrollbars on long combobox > To: > > Hello, > > > > I've got RT 3.6.3 running and for the life of me I cannot get scrollbars > on drop down combo boxes. I have a combo box with a list of all the > rooms in my place of work (about 50 items) and I need these to fit in > one combobox, but rather than the expected scrollbars I just get a huge > list which you have to scroll down the page to see (which breaks > standard UI conventions - our end users will cry). > > > > I've looked at Widgets/ComboBox and NoAuth/js/combobox.js and fiddled a > bit and nothing seems to be getting scrollbars to show. I've searched > high and low on Google, but searching for anything related to RT is > hard. I've had a look at the mailing list archives and found that a few > people have had this problem before but no one has replied to them - > hopefully someone can help me because this is a show-stopper as far as > I'm concerned and I'm going bald over it! Honest. > > > > Thanks in advance to anyone who can help. The person who solves this > problem for me will be worshipped as a legend in my office for many > years to come. > > > > Regards > > > > -- > > Dane Elwell > > ICT Technician > > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From davide at picasso.ucsf.edu Mon Sep 10 17:50:24 2007 From: davide at picasso.ucsf.edu (Davide) Date: Mon, 10 Sep 2007 14:50:24 -0700 (PDT) Subject: [rt-users] Delete tickets Message-ID: Hi All, I'm using RT version 3.4.6 on Fedora Core 5 and all is running and well except that, from time to time, spam messages get to the machine (filtering is NOT perfect) and I have a few 'spam' tickets open. I was looking into a way to get ride of those completely (without archiving them in the database) but so far I haven't being able to see anything of that nature. Is there a way to delete those tickets so that no 'tracks' are left behind? Do I need to do this via MySQL or RT does have some sort of add on that will take care of this for me? Thank you Best regards David From schamane at fam.tuwien.ac.at Mon Sep 10 18:37:55 2007 From: schamane at fam.tuwien.ac.at (Andreas Schamanek) Date: Tue, 11 Sep 2007 00:37:55 +0200 (CEST) Subject: [rt-users] Delete tickets In-Reply-To: References: Message-ID: Hi David, On Mon, 10 Sep 2007, Davide wrote: > Is there a way to delete those tickets so that no 'tracks' are left > behind? Do I need to do this via MySQL or RT does have some sort of > add on that will take care of this for me? The answer is in the FAQ :) http://wiki.bestpractical.com/view/FAQ I have been using RTx-Shredder-0.06 successfully with RT 3.4.5, for instance. The new version is available at http://search.cpan.org/dist/RTx-Shredder/ You probably don't want to edit the MySQL directly. HTH, -- -- Andreas From KFCrocker at lbl.gov Mon Sep 10 19:51:41 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 10 Sep 2007 16:51:41 -0700 Subject: [rt-users] scrip not working In-Reply-To: <6.2.1.2.2.20070904083631.025a5768@mail.sdsu.edu> References: <46DD72AD.5070903@lbl.gov> <6.2.1.2.2.20070904083631.025a5768@mail.sdsu.edu> Message-ID: <46E5D88D.5010400@lbl.gov> Gene, I tried to modify my scrip with some of your code (I don't like subroutines) and it looks like this: # set new Work-Status value my $ticket = $self->TicketObj; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "Work-Status"; my $cf_value = "Estimating Effort"; $cf_obj->LoadByName(Name=>$cf_name); $RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n"); $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, ); return 1; When executed, this is what I got: * Ticket 54343: Status changed from 'new' to 'open' * Work-Status Estimating Effort changed to Requested Why does the results say it changed the custom field to the value it USED to be? It acts like it is doing the work correctly, then reverses itself. I don't get it. Kenn LBNL On 9/4/2007 8:47 AM, Gene LeDuc wrote: > Hi Kenn, > > Here's how I'd do it using my the set_custom function I use in my scrips: > > set_custom("Work-Status", "Estimating Effort"); > > ### Sets custom field value > ### Usage: set_custom($field_name, $field_value, $record_transaction) > sub set_custom { > my ($CFName, $CFValue, $record) = @_; > my $cf = RT::CustomField->new($RT::SystemUser); > my ($id,$msg) = $cf->LoadByName(Name=>$CFName,); > if (!$id) { > $RT::Logger->debug("$MyName: Couldn't load CF ($CFName)"); > return undef; > } > ($id, $msg) = $Ticket->AddCustomFieldValue > (Field=>$cf, Value=>$CFValue, RecordTransaction=>$record ? $record > : 0); > } > > It uses the AddCustomFieldValue method instead of AddValueForObject. > $record is 1 if you want the change to generate another transaction, 0 > otherwise. > > Gene > > At 07:58 AM 9/4/2007, Kenneth Crocker wrote: >> $cf_obj->LoadByName( Name => $cf_name ); >> $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); >> $cf_obj->AddValueForObject( Object=>$ticket, Content=>$cf_value, ); >> >> return 1; >> >> When I change the ticket status to "open", nothing happens. I >> do have a notification scrip that produces an E_mail notification >> based on the same user-defined condition and that works. But nothing >> else is getting done. Any ideas as to why? I have another scrip >> similar to this one (different Custom field modified and for only 1 >> particulat queue) and it doesn't work either. Thanks in advance. > > From m.vanveen at franksolutions.nl Tue Sep 11 04:46:48 2007 From: m.vanveen at franksolutions.nl (Machiel van Veen) Date: Tue, 11 Sep 2007 10:46:48 +0200 Subject: [rt-users] Filter on body Message-ID: <200709111046.48783.m.vanveen@franksolutions.nl> Hi list, I need to create a filter to move messages to a queue automaticly depending on the contents of the email body. I already have filters checking on subject so I think I can reuse that one. Would the following filter work? --- Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: Custom action preparation code: return 1; Custom action cleanup code: if ($self->TicketObj->Body( ) =~ /Content I filter on /i ) { $self->TicketObj->SetQueue('Destination queue'); return 1; } --- Thanks for any help on this in advance. -- Best regards, Machiel van Veen From rnbrady at gmail.com Tue Sep 11 07:25:38 2007 From: rnbrady at gmail.com (Richard Brady) Date: Tue, 11 Sep 2007 12:25:38 +0100 Subject: [rt-users] Re: Outgoing email To: header In-Reply-To: <4d6de31b0709110409s24bc51a0t1660108a195c5271@mail.gmail.com> References: <4d6de31b0709110409s24bc51a0t1660108a195c5271@mail.gmail.com> Message-ID: <4d6de31b0709110425q7995c8d6gc86ae2ca806b13d6@mail.gmail.com> Hi folks I'm having the same issue as this one discussed in January. Is there any way to easily change this so that AdminCC recipients actually get a To: header. I understand that this would probably introduce ambiguity as to whose address would go in there, but can't it have To: and Cc: headers to avoid this? I'm not too familiar with the dos and don'ts of email headers, but would appreciate any tips. Regards, Richard On 9/11/07, Richard Brady wrote: > Hi Steve > > > I have a user who objects to the fact that mail sent by RT has no To: > > header > > (e.g. when he replies to or comments on a ticket). It show up in his > > mail as > > "undisclosed recipients" and his mail filtering puts it someplace nasty. > > Sounds like he's an AdminCC and getting a Bcc of the mail, and there > aren't any other recipients, so there is no To. If he's got filtering, > could he not put in a rule to catch a subject with '[$rtname' in, and do > the right thing with it? (that's what I've done, anyway) > > Cheers > Toby From schamane at fam.tuwien.ac.at Tue Sep 11 08:05:27 2007 From: schamane at fam.tuwien.ac.at (Andreas Schamanek) Date: Tue, 11 Sep 2007 14:05:27 +0200 (CEST) Subject: [rt-users] Re: Outgoing email To: header In-Reply-To: <4d6de31b0709110425q7995c8d6gc86ae2ca806b13d6@mail.gmail.com> References: <4d6de31b0709110409s24bc51a0t1660108a195c5271@mail.gmail.com> <4d6de31b0709110425q7995c8d6gc86ae2ca806b13d6@mail.gmail.com> Message-ID: Hi Richard, On Tue, 11 Sep 2007, Richard Brady wrote: > Is there any way to easily change this so that AdminCC recipients > actually get a To: header. >From my point of view this would best be done by changing the source code (speaking of 3.4.5) but I am by no means authoritative. Personally, I helped myself by adding this information at the end of messages by adding the following to the involved templates: -- URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} { if( my $towner = $Ticket->OwnerObj->EmailAddress ) { "Own: ". $towner ."\n" } }RQs: { $Ticket->RequestorAddresses } { if( my $tcc = $Ticket->CcAddresses ) { "CCs: ". $tcc } } Now, if I only knew how to also add OtherRecipients :) See my message of 2007-08-30 (archived at http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg09110.html ) HTH, -- -- Andreas From akila at wso2.com Tue Sep 11 08:09:53 2007 From: akila at wso2.com (Akila Amarathunga) Date: Tue, 11 Sep 2007 17:39:53 +0530 Subject: [rt-users] RT error Pricipal 66 not found Message-ID: <1189512593.27241.150.camel@skywalker> Hi Guys, has anyone come across an error called "Principal 66 not found".. I get this error when I try to assign user rights for a user. Appreciate any help.. Thanks, Akila -------------- 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: From rnbrady at gmail.com Tue Sep 11 09:17:22 2007 From: rnbrady at gmail.com (Richard Brady) Date: Tue, 11 Sep 2007 14:17:22 +0100 Subject: [rt-users] Re: Outgoing email To: header In-Reply-To: <4d6de31b0709110616k4f89374cq5e0814de3f1f9175@mail.gmail.com> References: <4d6de31b0709110409s24bc51a0t1660108a195c5271@mail.gmail.com> <4d6de31b0709110425q7995c8d6gc86ae2ca806b13d6@mail.gmail.com> <4d6de31b0709110616k4f89374cq5e0814de3f1f9175@mail.gmail.com> Message-ID: <4d6de31b0709110617h42f69136h65f61bb8f9ccb3d5@mail.gmail.com> Hi Andreas Thanks for the tip. I've also customised the the bit at the bottom but this doesn't stop people from asking why the To: field is blank in Outlook. I'd like to avoid editing source, but I think it may be possible to add headers in the templates for 3.6, so will have a look into that and let you know. Regards, Richard > On 9/11/07, Andreas Schamanek wrote: > > > > Hi Richard, > > > > On Tue, 11 Sep 2007, Richard Brady wrote: > > > > > Is there any way to easily change this so that AdminCC recipients > > > actually get a To: header. > > > > >From my point of view this would best be done by changing the source > > code (speaking of 3.4.5) but I am by no means authoritative. > > > > Personally, I helped myself by adding this information at the end of > > messages by adding the following to the involved templates: > > > > -- > > URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} > > { if( my $towner = $Ticket->OwnerObj->EmailAddress ) { "Own: ". > > $towner ."\n" } }RQs: { $Ticket->RequestorAddresses } > > { if( my $tcc = $Ticket->CcAddresses ) { "CCs: ". $tcc } } > > > > Now, if I only knew how to also add OtherRecipients :) See my message > > of 2007-08-30 (archived at > > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg09110.html ) > > > > > From Tamer.Tayea at paybytouch.com Tue Sep 11 10:44:52 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Tue, 11 Sep 2007 10:44:52 -0400 Subject: [rt-users] Re: Appearance of outgoing e-mails in RT References: <4d6de31b0709110409s24bc51a0t1660108a195c5271@mail.gmail.com><4d6de31b0709110425q7995c8d6gc86ae2ca806b13d6@mail.gmail.com><4d6de31b0709110616k4f89374cq5e0814de3f1f9175@mail.gmail.com> <4d6de31b0709110617h42f69136h65f61bb8f9ccb3d5@mail.gmail.com> Message-ID: Hi , I have RT now configured with MYSQL but outgoing e-mails show as user at machinename .. I want it to be user at url-of-rt Any Thoughts Thanks Tamer From theillien at yahoo.com Tue Sep 11 10:48:52 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 11 Sep 2007 10:48:52 -0400 Subject: [rt-users] wiki down? Message-ID: <46E6AAD4.4060101@yahoo.com> I can't access the wiki. -- Keep up with me and what I'm up to: http://theillien.blogspot.com From schamane at fam.tuwien.ac.at Tue Sep 11 11:10:01 2007 From: schamane at fam.tuwien.ac.at (Andreas Schamanek) Date: Tue, 11 Sep 2007 17:10:01 +0200 (CEST) Subject: [rt-users] Re: Appearance of outgoing e-mails in RT In-Reply-To: References: <4d6de31b0709110409s24bc51a0t1660108a195c5271@mail.gmail.com><4d6de31b0709110425q7995c8d6gc86ae2ca806b13d6@mail.gmail.com><4d6de31b0709110616k4f89374cq5e0814de3f1f9175@mail.gmail.com> <4d6de31b0709110617h42f69136h65f61bb8f9ccb3d5@mail.gmail.com> Message-ID: Hi there, On Tue, 11 Sep 2007, Tamer Tayea wrote: > I have RT now configured with MYSQL but outgoing e-mails show as > user at machinename .. I want it to be user at url-of-rt Uhm, do mean anything besides the configuration settings like Set($CorrespondAddress , 'rt at mydomain.xyz'); Set($CommentAddress , 'rt-comment at mydomain.xyz'); or the addresses you can set for each queue e.g. in the web GUI? Cheerio, -- -- Andreas From m.vanveen at franksolutions.nl Tue Sep 11 11:15:41 2007 From: m.vanveen at franksolutions.nl (Machiel van Veen) Date: Tue, 11 Sep 2007 17:15:41 +0200 Subject: [rt-users] Filter on body In-Reply-To: <200709111046.48783.m.vanveen@franksolutions.nl> References: <200709111046.48783.m.vanveen@franksolutions.nl> Message-ID: <200709111715.41303.m.vanveen@franksolutions.nl> On IRC someone suggested, --- if ($self->$TicketObj->Transactions->First->Content =~ /Zylab body filter test /i ) --- It does not work though, does anyone know how I can refine this? If any one can point me to the right docs that would be great too, I tried the wiki but it seems to be incomplete. I attempted the read from the code but thats way over my head. Thanks again for any replies on this. -- Best regards Machiel van Veen On Tuesday 11 September 2007 10:46, Machiel van Veen wrote: > Hi list, > > I need to create a filter to move messages to a queue automaticly depending > on the contents of the email body. I already have filters checking on > subject so I think I can reuse that one. > > Would the following filter work? > > --- > > Condition: On Create > > Action: User Defined > > Template: Global template: Blank > > Stage: TransactionCreate > > Custom condition: > > Custom action preparation code: return 1; > > Custom action cleanup code: > if ($self->TicketObj->Body( ) =~ /Content I filter on /i ) { > > $self->TicketObj->SetQueue('Destination queue'); > return 1; > } > > --- > > Thanks for any help on this in advance. From m.vanveen at franksolutions.nl Tue Sep 11 11:39:02 2007 From: m.vanveen at franksolutions.nl (Machiel van Veen) Date: Tue, 11 Sep 2007 17:39:02 +0200 Subject: [rt-users] Filter on body In-Reply-To: References: <200709111046.48783.m.vanveen@franksolutions.nl> <200709111715.41303.m.vanveen@franksolutions.nl> Message-ID: <200709111739.02832.m.vanveen@franksolutions.nl> Hi, We use RT to recive generated email from automated systems. The user in this case is on the RT side of things handeling the tickets. I could of course have the automated systems send their mail to a specific address but that would make things a lot harder to administer. And if I can filter on the Subject, it must be possible to filter on the contents of the message too(?). -- Best regards, Machiel van Veen On Tuesday 11 September 2007 17:30, Patterson, Craig wrote: > Not to change directions on you, but you could set up an email address > for each of your queues, then use rt-mailgate and /etc/aliases to create > tickets from those emails in the appropriate appropriate queues. There > are directions on how to do this in the rt_essentials book, the mailing > list, the readme, and the wiki > > It seems to me that in order to successfully filter the emails, you > would have to train your users to put keywords in the email body. It > would probably be a lot easier to just train them to send their requests > to the appropriate email address, ie networkqueue at helpdesk.com, etc. From crpatter at ci.grand-rapids.mi.us Tue Sep 11 11:30:35 2007 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Tue, 11 Sep 2007 11:30:35 -0400 Subject: [rt-users] Filter on body In-Reply-To: <200709111715.41303.m.vanveen@franksolutions.nl> References: <200709111046.48783.m.vanveen@franksolutions.nl> <200709111715.41303.m.vanveen@franksolutions.nl> Message-ID: Not to change directions on you, but you could set up an email address for each of your queues, then use rt-mailgate and /etc/aliases to create tickets from those emails in the appropriate appropriate queues. There are directions on how to do this in the rt_essentials book, the mailing list, the readme, and the wiki It seems to me that in order to successfully filter the emails, you would have to train your users to put keywords in the email body. It would probably be a lot easier to just train them to send their requests to the appropriate email address, ie networkqueue at helpdesk.com, etc. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Machiel van Veen Sent: Tuesday, September 11, 2007 11:16 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Filter on body On IRC someone suggested, --- if ($self->$TicketObj->Transactions->First->Content =~ /Zylab body filter test /i ) --- It does not work though, does anyone know how I can refine this? If any one can point me to the right docs that would be great too, I tried the wiki but it seems to be incomplete. I attempted the read from the code but thats way over my head. Thanks again for any replies on this. -- Best regards Machiel van Veen On Tuesday 11 September 2007 10:46, Machiel van Veen wrote: > Hi list, > > I need to create a filter to move messages to a queue automaticly depending > on the contents of the email body. I already have filters checking on > subject so I think I can reuse that one. > > Would the following filter work? > > --- > > Condition: On Create > > Action: User Defined > > Template: Global template: Blank > > Stage: TransactionCreate > > Custom condition: > > Custom action preparation code: return 1; > > Custom action cleanup code: > if ($self->TicketObj->Body( ) =~ /Content I filter on /i ) { > > $self->TicketObj->SetQueue('Destination queue'); > return 1; > } > > --- > > Thanks for any help on this in advance. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jthuau at heavy-iron.com Tue Sep 11 11:50:28 2007 From: jthuau at heavy-iron.com (Joachim Thuau) Date: Tue, 11 Sep 2007 08:50:28 -0700 Subject: [rt-users] Filter on body Message-ID: Maybe you could look at having procmail handle the rt-mailgate with appropriate parameters... Procmail would have the ability to filter on any part of the message (any header or body). If you are running this on a *nix, it should be fairly straight forward... Jok -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Tue Sep 11 12:53:26 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 11 Sep 2007 09:53:26 -0700 Subject: [rt-users] Filter on body In-Reply-To: <200709111046.48783.m.vanveen@franksolutions.nl> References: <200709111046.48783.m.vanveen@franksolutions.nl> Message-ID: <6.2.1.2.2.20070911095014.0263f7c0@mail.sdsu.edu> Hi Machiel, I do something similar. Since this transaction is On Create, look at the transaction content instead of the ticket body. if ($self->TransactionObj->Content( ) =~ /Content I filter on /i ) Regards, Gene At 01:46 AM 9/11/2007, Machiel van Veen wrote: >Hi list, > >I need to create a filter to move messages to a queue automaticly >depending on >the contents of the email body. I already have filters checking on subject so >I think I can reuse that one. > >Would the following filter work? > >--- > >Condition: On Create > >Action: User Defined > >Template: Global template: Blank > >Stage: TransactionCreate > >Custom condition: > >Custom action preparation code: return 1; > >Custom action cleanup code: >if ($self->TicketObj->Body( ) =~ /Content I filter on /i ) { > >$self->TicketObj->SetQueue('Destination queue'); > return 1; > } > >--- > >Thanks for any help on this in advance. > >-- >Best regards, > >Machiel van Veen >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From prakash.velayutham at cchmc.org Tue Sep 11 13:04:59 2007 From: prakash.velayutham at cchmc.org (Prakash Velayutham) Date: Tue, 11 Sep 2007 13:04:59 -0400 Subject: [rt-users] Merging 2 users with different emails into one Message-ID: Hello, I am running RT 3.6.3. Is there a way to move tickets belonging to one user to another (with a different email address)? In my setting (and I guess there are others out there with this same issue), there are several users who have multiple email addresses from which they have submitted requests, and now have several logins to look at these tickets. I want to consolidate these under the user's primary email address and inform the user to always use that email to communicate with RT. Canonicalized email solution would work fine if I knew before hand all the email addresses of the user, but not after those tickets have been created, right? Thanks for any help, Prakash From crpatter at ci.grand-rapids.mi.us Tue Sep 11 13:35:45 2007 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Tue, 11 Sep 2007 13:35:45 -0400 Subject: [rt-users] Create new User: assigned ldap value to custom userfield is overwritten In-Reply-To: References: Message-ID: I figured this one out, though I'm not crazy about my solution. I had to modify /rthome/share/html/Admin/Users/Modify.html(in my local directory of course!) Since I know the custom field id I didn't want to get overwritten, I simply prevented it from being added to %ARGS. There may be a more elegant solution, but this works. At least with this solution if we create another custom field, it will get its value added. foreach my $key ( keys %ARGS) { # Convert custom fields on the "new" object to custom fields on the one we've just created if ($key =~ /^Object-RT::User-new-CustomField-(.*)$/) { unless($1 == $departmentCustFieldId){ $ARGS{'Object-RT::User-'.$val.'-CustomField-'.$1} = delete $ARGS{$key}; } } } ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patterson, Craig Sent: Monday, September 10, 2007 5:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Create new User: assigned ldap value to custom userfield is overwritten I'm currently setting up RT 3.6.4 on a CentOs 5 box. Basically, when we create a new user, we simply type in the new users' network id and click save. We have overwritten CanonicalizeUserInfo and Create in Users_Local to lookup the users data from ldap and set the data in the proper fields. Everything works fine with the exception of a custom user field we assign a value to. Basically, what happens is the custom field value is assigned, then immediately is overwritten by the value of the web page form, in our case the value is blank. I know this happens because if you look the results widget (on the web page), you see the following entries... User created Streets and Sanitation is no longer a value for custom field Department And if you look at the history, you'll see the following entries... crpatter - User created crpatter - Department Streets and Sanitation deleted So it seems the following happens... The user is created. The custom field is manually assigned a value in our custom code. The custom field value is overwritten by the normal RT procedure. I've searched through the wiki and the mailing list and can't find anyone else who has encountered this problem. Perhaps, there is a better place to assign the custom field value? Any advice is greatly appreciated. Craig Patterson Application Developer/SDE Administrator Northrop Grumman IT/City of Grand Rapids (616)456-3645 crpatter at grcity.us -------------- next part -------------- An HTML attachment was scrubbed... URL: From m.vanveen at franksolutions.nl Wed Sep 12 03:13:03 2007 From: m.vanveen at franksolutions.nl (Machiel van Veen) Date: Wed, 12 Sep 2007 09:13:03 +0200 Subject: [rt-users] Filter on body In-Reply-To: <6.2.1.2.2.20070911095014.0263f7c0@mail.sdsu.edu> References: <200709111046.48783.m.vanveen@franksolutions.nl> <6.2.1.2.2.20070911095014.0263f7c0@mail.sdsu.edu> Message-ID: <200709120913.03553.m.vanveen@franksolutions.nl> Great, that did the trick. Thanks a million for the code. -- Best regards, Machiel van Veen On Tuesday 11 September 2007 18:53, Gene LeDuc wrote: > Hi Machiel, > > I do something similar. Since this transaction is On Create, look at the > transaction content instead of the ticket body. > if ($self->TransactionObj->Content( ) =~ /Content I filter on /i ) > > Regards, > Gene > From geek+rt at cmu.edu Wed Sep 12 07:42:48 2007 From: geek+rt at cmu.edu (Brian Gallew) Date: Wed, 12 Sep 2007 14:42:48 +0300 Subject: [rt-users] Custom reports In-Reply-To: <46DEB582.4070708@usp.br> References: <46DEB582.4070708@usp.br> Message-ID: <46E7D0B8.2030803@cmu.edu> Fernando Fugita wrote: > Hello, > > I need to create a custom report, showing the number of tickets for > certain type (a custom field of the RT), in a determined period. > I tried the RTx-Statistics, but was not useful. You really have to write it yourself. Attached is a report that we use at Carnegie Mellon - Qatar. -------------- next part -------------- A non-text attachment was scrubbed... Name: WorkByClassification.tgz Type: application/x-gzip Size: 1924 bytes Desc: not available URL: From dummycerberus at gmail.com Wed Sep 12 08:16:35 2007 From: dummycerberus at gmail.com (Dummy cerberus) Date: Wed, 12 Sep 2007 14:16:35 +0200 Subject: [rt-users] Make RT to share Apache with other webapps Message-ID: Hello, I have compiled RT 3.6.4 tand know have problems setting up it to work as FastCGI module within an Apache web server where there are other webapps running... I have tried to follow the instructions, but ehn no other app works... I couldn't find any instruction for this task. Could you help me? Thanks in advance and best regards From X2TWLUTZ at southernco.com Wed Sep 12 10:23:57 2007 From: X2TWLUTZ at southernco.com (Lutz, Thomas W.) Date: Wed, 12 Sep 2007 10:23:57 -0400 Subject: [rt-users] RT install using Cygwin... Message-ID: <269AA1CDDE5D514FAFFA712CB9996FC401275C43@GAXGPEX32.southernco.com> So, I've tried to install the latest version of RT using Cygwin on an XP-SP2 box and I keep coming up with dependency issues. Looking at the wiki, there are no updated docs on how to install RT properly. Does anyone have the documentation on the steps to install RT using Cygwin? Tom Lutz Business Systems Analyst Georgia Power Company Bin 71020 43 Executive Park East Atlanta, GA 30329 (Phone) 404.929.5059 (Cell) 404.473.0637 (Pager) 888.629.2110 (Radio) 1*60*6439 -------------- next part -------------- An HTML attachment was scrubbed... URL: From asheesh at asheesh.org Wed Sep 12 13:08:31 2007 From: asheesh at asheesh.org (Asheesh Laroia) Date: Wed, 12 Sep 2007 10:08:31 -0700 (PDT) Subject: [rt-users] RT install using Cygwin... In-Reply-To: <269AA1CDDE5D514FAFFA712CB9996FC401275C43@GAXGPEX32.southernco.com> References: <269AA1CDDE5D514FAFFA712CB9996FC401275C43@GAXGPEX32.southernco.com> Message-ID: On Wed, 12 Sep 2007, Lutz, Thomas W. wrote: > So, I've tried to install the latest version of RT using Cygwin on an > XP-SP2 box and I keep coming up with dependency issues. Looking at the > wiki, there are no updated docs on how to install RT properly. Why can't you use CPAN from inside Cygwin? If you can use CPAN, then give that a shot like everyone else! (-: -- Asheesh. -- Health nuts are going to feel stupid someday, lying in hospitals dying of nothing. -- Redd Foxx From X2TWLUTZ at southernco.com Wed Sep 12 13:16:03 2007 From: X2TWLUTZ at southernco.com (Lutz, Thomas W.) Date: Wed, 12 Sep 2007 13:16:03 -0400 Subject: [rt-users] RT install using Cygwin... In-Reply-To: References: <269AA1CDDE5D514FAFFA712CB9996FC401275C43@GAXGPEX32.southernco.com> Message-ID: <269AA1CDDE5D514FAFFA712CB9996FC401275D30@GAXGPEX32.southernco.com> Hmmm, I've tried it from CPAN with launching it from the command prompt but not from inside of Cygwin. I'll test that and see if I get any closer. Tom Lutz Business Systems Analyst Georgia Power Company Bin 71020 43 Executive Park East Atlanta, GA 30329 (Phone) 404.929.5059 (Cell) 404.473.0637 (Pager) 888.629.2110 (Radio) 1*60*6439 -----Original Message----- From: Asheesh Laroia [mailto:asheesh at asheesh.org] Sent: Wednesday, September 12, 2007 1:09 PM To: Lutz, Thomas W. Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT install using Cygwin... On Wed, 12 Sep 2007, Lutz, Thomas W. wrote: > So, I've tried to install the latest version of RT using Cygwin on an > XP-SP2 box and I keep coming up with dependency issues. Looking at the > wiki, there are no updated docs on how to install RT properly. Why can't you use CPAN from inside Cygwin? If you can use CPAN, then give that a shot like everyone else! (-: -- Asheesh. -- Health nuts are going to feel stupid someday, lying in hospitals dying of nothing. -- Redd Foxx From firas.batal at ericsson.com Wed Sep 12 14:24:01 2007 From: firas.batal at ericsson.com (Firas Batal (QA/EMC)) Date: Wed, 12 Sep 2007 14:24:01 -0400 Subject: [rt-users] External Storage Media Message-ID: <67048CBE51B1644D89DDD3B7C9F2D19E043DB34B@ecamlmw720.eamcs.ericsson.se> Hello, I kindly ask for some expert's advice on the possibility of having an external storage media (database), which lies in a SAN (Storage Area Network). This Database will contain "rt3" database instead of it being stored internally. I have searched this mailing list to no avail. The only information I have found is that one could store user information in the database for authentication purposes. If someone has any ideas, then please share it with me (us). Thank you for your time and sorry for the Inconvenience . Firas -------------- next part -------------- An HTML attachment was scrubbed... URL: From Tamer.Tayea at paybytouch.com Wed Sep 12 16:18:06 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Wed, 12 Sep 2007 16:18:06 -0400 Subject: [rt-users] issues starting RT References: <67048CBE51B1644D89DDD3B7C9F2D19E043DB34B@ecamlmw720.eamcs.ericsson.se> Message-ID: Hi Guys, I have a setup RHEL 4.5 ES/ Oracle XE/RT 3.6.4 .. I am getting this error starting the httpd daemon. Any ideas would be great.. Thanks Tamer [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 second s given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Sep 12 15:13:51 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted DBI connect('rt3','root',...) failed: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at /opt/rt3/lib/RT.pm line 220 -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Sep 12 16:31:22 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 12 Sep 2007 22:31:22 +0200 Subject: AW: RE: [rt-users] issues starting RT Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394485721@w3hamboex11.ger.win.int.kn> Hi tamer Check the permissions of the installed perl modules i bet the have 770 onwed by root. Apache can't access them. Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Wed Sep 12 22:18:06 2007 Subject: RE: [rt-users] issues starting RT Hi Guys, I have a setup RHEL 4.5 ES/ Oracle XE/RT 3.6.4 .. I am getting this error starting the httpd daemon. Any ideas would be great.. Thanks Tamer [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 second s given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Sep 12 15:13:51 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted DBI connect('rt3','root',...) failed: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at /opt/rt3/lib/RT.pm line 220 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Adam_Savage at skillsoft.com Wed Sep 12 16:30:46 2007 From: Adam_Savage at skillsoft.com (Adam Savage) Date: Wed, 12 Sep 2007 16:30:46 -0400 Subject: [rt-users] External Storage Media In-Reply-To: <67048CBE51B1644D89DDD3B7C9F2D19E043DB34B@ecamlmw720.eamcs.ericsson.se> Message-ID: <788581ED957AF341B82FE297011002000247E06F@EXMAILNAS1.amr.smtf.ds> Not sure if this is what you are looking for but take a look. http://www.vbulletin.com/forum/showthread.php?t=185701 Adam ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Firas Batal (QA/EMC) Sent: Wednesday, September 12, 2007 2:24 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] External Storage Media Hello, I kindly ask for some expert's advice on the possibility of having an external storage media (database), which lies in a SAN (Storage Area Network). This Database will contain "rt3" database instead of it being stored internally. I have searched this mailing list to no avail. The only information I have found is that one could store user information in the database for authentication purposes. If someone has any ideas, then please share it with me (us). Thank you for your time and sorry for the Inconvenience . Firas -------------- next part -------------- An HTML attachment was scrubbed... URL: From Tamer.Tayea at paybytouch.com Wed Sep 12 16:40:50 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Wed, 12 Sep 2007 16:40:50 -0400 Subject: [rt-users] issues starting RT References: <16426EA38D57E74CB1DE5A6AE1DB0394485721@w3hamboex11.ger.win.int.kn> Message-ID: I looked at /usr/lib/perl5 , all folders/subfolders are owned by root. Permission 755 From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: Wednesday, September 12, 2007 4:31 PM To: Tamer Tayea; rt-users at lists.bestpractical.com Subject: AW: RE: [rt-users] issues starting RT Hi tamer Check the permissions of the installed perl modules i bet the have 770 onwed by root. Apache can't access them. Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Wed Sep 12 22:18:06 2007 Subject: RE: [rt-users] issues starting RT Hi Guys, I have a setup RHEL 4.5 ES/ Oracle XE/RT 3.6.4 .. I am getting this error starting the httpd daemon. Any ideas would be great.. Thanks Tamer [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 second s given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Sep 12 15:13:51 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted DBI connect('rt3','root',...) failed: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at /opt/rt3/lib/RT.pm line 220 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ocraig at stillsecure.com Wed Sep 12 17:17:45 2007 From: ocraig at stillsecure.com (Ole Craig) Date: Wed, 12 Sep 2007 15:17:45 -0600 Subject: [rt-users] Failed to load valid user when Everyone has the right to CreateTicket In-Reply-To: <46E56076.40404@cis.uab.edu> References: <46E08036.3090206@cis.uab.edu> <46E16DA7.4090902@ucrwcu.rwc.uc.edu> <46E55E65.70500@cis.uab.edu> <46E56076.40404@cis.uab.edu> Message-ID: <1189631865.6582.79.camel@localhost.localdomain> On Mon, 2007-09-10 at 10:19 -0500, Fran Fabrizio wrote: [...] > Sep 10 10:04:59 cherokee RT: RT could not load a valid user, and RT's > configuration does not allow for the creation of a new user for this > email (username at yahoo.com). You might need to grant 'Everyone' the > right 'CreateTicket' for the queue general. > (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243) > Sep 10 10:04:59 cherokee RT: RT could not load a valid user, and RT's > configuration does not allow for the creation of a new user for your > email. (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243) [...] Fran - Are you _sure_ that CreateTicket has been granted to RT's "Everyone" group for your "general" queue? This log snippet would seem to indicate otherwise. In our system, it took me a while to figure out a similar problem because my email preprocessor (procmail) was occasionally specifying the wrong queue when it invoked /etc/smrsh/rt-mailgate. I spent a long time not noticing the "queue general" part because I was working on the "support" queue... Cheers, Ole -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From torsten.brumm at Kuehne-Nagel.com Wed Sep 12 17:46:18 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 12 Sep 2007 23:46:18 +0200 Subject: AW: RE: RE: [rt-users] issues starting RT Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394485722@w3hamboex11.ger.win.int.kn> And files? Btw, if you restart, whats the first entry at the log? Torsten -----Original Message----- From: Tamer Tayea To: Ham MI-ID, Torsten Brumm; rt-users at lists.bestpractical.com Sent: Wed Sep 12 22:40:50 2007 Subject: RE: RE: [rt-users] issues starting RT I looked at /usr/lib/perl5 , all folders/subfolders are owned by root. Permission 755 From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: Wednesday, September 12, 2007 4:31 PM To: Tamer Tayea; rt-users at lists.bestpractical.com Subject: AW: RE: [rt-users] issues starting RT Hi tamer Check the permissions of the installed perl modules i bet the have 770 onwed by root. Apache can't access them. Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Wed Sep 12 22:18:06 2007 Subject: RE: [rt-users] issues starting RT Hi Guys, I have a setup RHEL 4.5 ES/ Oracle XE/RT 3.6.4 .. I am getting this error starting the httpd daemon. Any ideas would be great.. Thanks Tamer [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 second s given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Sep 12 15:13:51 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted DBI connect('rt3','root',...) failed: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at /opt/rt3/lib/RT.pm line 220 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Wed Sep 12 17:48:35 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Wed, 12 Sep 2007 16:48:35 -0500 Subject: [rt-users] External Storage Media In-Reply-To: <67048CBE51B1644D89DDD3B7C9F2D19E043DB34B@ecamlmw720.eamcs.ericsson.se> Message-ID: It sounds as if you want the RT3 database and associated tables to be located on a SAN. Of course you can do that. Neither the database server nor RT cares. The database and RT application don't have to be on the same server.... Regardless of the database server you are using (MySQL, Oracle, etc), your questions are more suitable for forums directly dealing with those database environments. Questions like DB performance, configuration examples, etc, should be directed to those forums. For example, if you are using MySQL, have you checked out the mysql forums? http://forums.mysql.com James Moseley "Firas Batal \(QA/EMC\)" Sent by: cc rt-users-bounces@ lists.bestpractic Subject al.com [rt-users] External Storage Media 09/12/2007 01:24 PM Hello, I kindly ask for some expert?s advice on the possibility of having an external storage media (database), which lies in a SAN (Storage Area Network). This Database will contain ?rt3? database instead of it being stored internally. I have searched this mailing list to no avail. The only information I have found is that one could store user information in the database for authentication purposes. If someone has any ideas, then please share it with me (us). Thank you for your time and sorry for the Inconvenience . Firas _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From ocraig at stillsecure.com Wed Sep 12 18:49:17 2007 From: ocraig at stillsecure.com (Ole Craig) Date: Wed, 12 Sep 2007 16:49:17 -0600 Subject: [rt-users] issues starting RT In-Reply-To: References: <67048CBE51B1644D89DDD3B7C9F2D19E043DB34B@ecamlmw720.eamcs.ericsson.se> Message-ID: <1189637357.6582.105.camel@localhost.localdomain> On Wed, 2007-09-12 at 16:18 -0400, Tamer Tayea wrote: [...] > DBI connect('rt3','root',...) failed: ERROR OCIEnvNlsCreate. Check > ORACLE_HOME env var, NLS settings, permissions, etc. > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line > 106 > > Connect Failed ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS > settings, permissions, etc. > > at /opt/rt3/lib/RT.pm line 220 Tamer - IIRC, Oracle requires a bunch of environment variables before you can connect successfully. Did you make sure that those environment variables are set for the apache process that runs RT? -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From dummycerberus at gmail.com Thu Sep 13 06:02:17 2007 From: dummycerberus at gmail.com (Dummy cerberus) Date: Thu, 13 Sep 2007 12:02:17 +0200 Subject: [rt-users] LDAP(AD) auth failure Message-ID: Hello, I have follow the Wiki page about configuring LDAP to authenticate my users (http://wiki.bestpractical.com/view/LDAP)... I think that authentication is working, but I cannot login with my users... I cannot find out the problem... but the error messages is this one: Sep 13 21:40:52 ironman RT: Transaction->Create couldn't, as you didn't specify an object type and id (/opt/rt3/lib/RT/Record.pm:1466) Sep 13 21:40:52 ironman RT: RT::User::IsLDAPPassword AUTH FAILED: maripmar (/opt/rt3/local/lib/RT/User_Local.pm:218) Sep 13 21:40:52 ironman RT: FAILED LOGIN for maripmar from 10.31.33.236 (/opt/rt3/share/html/autohandler:251) Thanks in advance and best regards M.A. From Tamer.Tayea at paybytouch.com Thu Sep 13 10:16:30 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Thu, 13 Sep 2007 10:16:30 -0400 Subject: [rt-users] issues starting RT References: <16426EA38D57E74CB1DE5A6AE1DB0394485722@w3hamboex11.ger.win.int.kn> Message-ID: I checked most of the files under /usr/lib/perl5 and they seems to be fine.. The system was working fine with MySql , I installed Oracle XE , recompiled RT with Oracle support .. Then, I started getting these errors.. First error message appears once in the error.log [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 second s given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Sep 12 15:13:51 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted Then I get several error like the following : DBI connect('rt3','root',...) failed: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at /opt/rt3/lib/RT.pm line 220 From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: Wednesday, September 12, 2007 5:46 PM To: Tamer Tayea; rt-users at lists.bestpractical.com Subject: AW: RE: RE: [rt-users] issues starting RT And files? Btw, if you restart, whats the first entry at the log? Torsten -----Original Message----- From: Tamer Tayea To: Ham MI-ID, Torsten Brumm; rt-users at lists.bestpractical.com Sent: Wed Sep 12 22:40:50 2007 Subject: RE: RE: [rt-users] issues starting RT I looked at /usr/lib/perl5 , all folders/subfolders are owned by root. Permission 755 From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: Wednesday, September 12, 2007 4:31 PM To: Tamer Tayea; rt-users at lists.bestpractical.com Subject: AW: RE: [rt-users] issues starting RT Hi tamer Check the permissions of the installed perl modules i bet the have 770 onwed by root. Apache can't access them. Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Wed Sep 12 22:18:06 2007 Subject: RE: [rt-users] issues starting RT Hi Guys, I have a setup RHEL 4.5 ES/ Oracle XE/RT 3.6.4 .. I am getting this error starting the httpd daemon. Any ideas would be great.. Thanks Tamer [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 second s given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Sep 12 15:13:51 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted DBI connect('rt3','root',...) failed: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. at /opt/rt3/lib/RT.pm line 220 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu Sep 13 10:14:02 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 13 Sep 2007 16:14:02 +0200 Subject: [rt-users] Speed difference between superuser and others In-Reply-To: <20070824133407.GE2885@easter-eggs.com> References: <20070720080019.GD2876@easter-eggs.com> <012EDC37-6941-4188-8435-7EEA2AD02FDE@bestpractical.com> <20070806102903.GC2921@easter-eggs.com> <20070806145948.GF2921@easter-eggs.com> <20070824092036.GB2885@easter-eggs.com> <20070824125135.GT26562@it.is.rice.edu> <20070824133407.GE2885@easter-eggs.com> Message-ID: <20070913141402.GG7044@easter-eggs.com> On Fri, Aug 24, 2007 at 03:34:08PM +0200, Emmanuel Lacour wrote: > On Fri, Aug 24, 2007 at 07:51:35AM -0500, Kenneth Marshall wrote: > > On Fri, Aug 24, 2007 at 11:20:36AM +0200, Emmanuel Lacour wrote: > > > > That does seem a little bit excessive. 800 SQL queries in 5 minutes > > is about 1/3 second per query which seems slow to me. You may want to > > turn on query logging/timing and try to analyze them to find the > > bottleneck. We only have 80 queues, but the initial load takes about > > 2.5 seconds the first time and 2 seconds thereafter. Good luck with > > your performance tuning. > > > > Thanks for your answer, I think also that it is a database issue, I'm > going to look at it in depth ;) > Fixed, on this Oracle 9.2.0.7.0, we had to create the following index (don't know why the DisGrouMem index is not used :(): CREATE INDEX GemDisMem ON CachedGroupMembers (Disabled, MemberId) LOGGING TABLESPACE USERS PCTFREE 10 INITRANS 2 MAXTRANS 255 STORAGE ( INITIAL 64K MINEXTENTS 1 MAXEXTENTS 2147483645 PCTINCREASE 0 BUFFER_POOL DEFAULT ) NOPARALLEL; with this, it's working fine :) Note: I tested on a 10g database, the speed is ok without this index... -- Emmanuel Lacour From kellermg at potsdam.edu Thu Sep 13 11:10:48 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Thu, 13 Sep 2007 11:10:48 -0400 Subject: [rt-users] Make RT to share Apache with other webapps In-Reply-To: References: Message-ID: <1189696248.25908.64.camel@mlap> What, specifically, are you having problems with? Our RT installation is on an app server with lots of other things. On Wed, 2007-09-12 at 14:16 +0200, Dummy cerberus wrote: > Hello, > > I have compiled RT 3.6.4 tand know have problems setting up it to work > as FastCGI module within an Apache web server where there are other > webapps running... I have tried to follow the instructions, but ehn no > other app works... > > I couldn't find any instruction for this task. Could you help me? > > Thanks in advance and best regards > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Sep 13 12:34:34 2007 From: theillien at yahoo.com (Mathew) Date: Thu, 13 Sep 2007 12:34:34 -0400 Subject: [rt-users] Auto-creating child tickets Message-ID: <46E9669A.8060001@yahoo.com> I've applied the approval creation explanations on the wiki to an auto-child ticket creation. However, the child tickets don't appear in the queue I've set them to. Looking in the database, I see that the tickets do exists and they are in the queue they are supposed to be in but they aren't in the GUI. Anyone know what I should be looking at to resolve this? -- Keep up with my goings on at http://theillien.blogspot.com From ocraig at stillsecure.com Thu Sep 13 13:51:29 2007 From: ocraig at stillsecure.com (Ole Craig) Date: Thu, 13 Sep 2007 11:51:29 -0600 Subject: [rt-users] issues starting RT In-Reply-To: References: <67048CBE51B1644D89DDD3B7C9F2D19E043DB34B@ecamlmw720.eamcs.ericsson.se> <1189637357.6582.105.camel@localhost.localdomain> Message-ID: <1189705889.30364.25.camel@localhost.localdomain> Tamer - I don't actually use Oracle as my RT backend, I just have scars from working with Oracle in a previous lifetime. There are several people on the list who do use it, so one of them may have more useful suggestions... But since you're asking me: I'd put the variables into the daemon startup sequence. If you're using a RedHat (or CentOS) system, you could just shove the variable declarations into /etc/sysconfig/httpd since that will be dot-included by the init script. Cheers, Ole PS. Please try to keep the list CC'd, since my suggestions may be way off-base and if we keep the conversation public that gives the rest of the listmembers the chance to call shenanigans on me, which benefits both of us. :-) On Thu, 2007-09-13 at 10:01 -0400, Tamer Tayea wrote: > Hi , > > The apache user has no login in /etc/passwd .. Where do I need to put > all oracle ENV Variables.. > > Thanks > > Tamer > > -----Original Message----- > From: Ole Craig [mailto:ocraig at stillsecure.com] > Sent: Wednesday, September 12, 2007 6:49 PM > To: Tamer Tayea > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] issues starting RT > > On Wed, 2007-09-12 at 16:18 -0400, Tamer Tayea wrote: > [...] > > DBI connect('rt3','root',...) failed: ERROR OCIEnvNlsCreate. Check > > ORACLE_HOME env var, NLS settings, permissions, etc. > > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line > > 106 > > > > Connect Failed ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS > > settings, permissions, etc. > > > > at /opt/rt3/lib/RT.pm line 220 > > Tamer - > IIRC, Oracle requires a bunch of environment variables before you > can connect successfully. Did you make sure that those environment > variables are set for the apache process that runs RT? > -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From phil at five-lawrences.com Thu Sep 13 14:25:35 2007 From: phil at five-lawrences.com (Phil Lawrence) Date: Thu, 13 Sep 2007 13:25:35 -0500 Subject: [rt-users] scrip: how to check if correspondence from requestor Message-ID: Hello, I want to use a scrip to change the status of a ticket to "open" if the current status is "reqappr" and RT receives an email from the requester. Can anyone help me fill in the following (or make other corrections if needed): Description: OnCorrespondFromReqReReqaddrTicket Condition: UserDefined Action: UserDefined Template: Global template: Blank Stage: TransactionCreate Custom Condition: if ( $self->TransactionObj->Type eq "Correspond" and $self->TicketObj->Status eq "reqappr" and eq $self->TicketObj->RequestorAddresses; ) { $self->TicketObj()->setStatus('open'); return(1); } else { return(undef); } Custom action preparation code: return 1; Custom action cleanup code: Thanks, Phil Lawrence From gleduc at mail.sdsu.edu Thu Sep 13 14:44:59 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 13 Sep 2007 11:44:59 -0700 Subject: [rt-users] scrip: how to check if correspondence from requestor In-Reply-To: References: Message-ID: <6.2.1.2.2.20070913112903.02648958@mail.sdsu.edu> Hi Phil, I've never used non-standard status values, but if they work just like "normal" status values then this should do it: User-defined condition: { ### True if e-mail is from Requestor my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; my $Ticket = $self->TicketObj; my $val = $Transaction->Type eq 'Correspond' && $Ticket->Status eq "reqappr" && $Ticket->CreatorObj->Id == $CreatorId; return $val; } Custom action (prep): return 1; Custom action (cleanup): $self->TicketObj->SetStatus("open"); Regards, Gene At 11:25 AM 9/13/2007, Phil Lawrence wrote: >Hello, > >I want to use a scrip to change the status of a ticket to "open" if >the current status is "reqappr" and RT receives an email from the >requester. > >Can anyone help me fill in the following (or make other >corrections if needed): > >Description: OnCorrespondFromReqReReqaddrTicket >Condition: UserDefined >Action: UserDefined >Template: Global template: Blank >Stage: TransactionCreate > >Custom Condition: >if ( > $self->TransactionObj->Type eq "Correspond" > and > $self->TicketObj->Status eq "reqappr" > and > eq $self->TicketObj->RequestorAddresses; > ) >{ > $self->TicketObj()->setStatus('open'); > return(1); >} else { > return(undef); >} > >Custom action preparation code: >return 1; > >Custom action cleanup code: > > >Thanks, >Phil Lawrence >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From ocraig at stillsecure.com Thu Sep 13 16:15:13 2007 From: ocraig at stillsecure.com (Ole Craig) Date: Thu, 13 Sep 2007 14:15:13 -0600 Subject: [rt-users] scrip: how to check if correspondence from requestor In-Reply-To: <6.2.1.2.2.20070913112903.02648958@mail.sdsu.edu> References: <6.2.1.2.2.20070913112903.02648958@mail.sdsu.edu> Message-ID: <1189714513.30364.72.camel@localhost.localdomain> If a ticket is created by requestor Alice but with Bob and Carol as requestors also (e.g. Alice sent the ticket-opening email with a recipient list that included Bob and Carol): Won't "$Ticket->CreatorObj->Id == $CreatorId" only match on transactions initiated by Alice? If the intent is to fire on email from any of the Requestors (as opposed to email from the originator) then this scrip falls slightly short. You'll need to include a function that walks the Requestors list and compares $CreatorId with each Requestor in turn, returning true if it finds a match. On Thu, 2007-09-13 at 11:44 -0700, Gene LeDuc wrote: > > I've never used non-standard status values, but if they work just > like > "normal" status values then this should do it: > > User-defined condition: > { ### True if e-mail is from Requestor > my $Transaction = $self->TransactionObj; > my $CreatorId = $Transaction->CreatorObj->Id; > my $Ticket = $self->TicketObj; > my $val = $Transaction->Type eq 'Correspond' > && $Ticket->Status eq "reqappr" > && $Ticket->CreatorObj->Id == $CreatorId; > return $val; > } > > Custom action (prep): > return 1; > > Custom action (cleanup): > $self->TicketObj->SetStatus("open"); > > Regards, > Gene > -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From Tamer.Tayea at paybytouch.com Thu Sep 13 16:28:34 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Thu, 13 Sep 2007 16:28:34 -0400 Subject: [rt-users] Appearance of RT Return Addresss References: <6.2.1.2.2.20070913112903.02648958@mail.sdsu.edu> <1189714513.30364.72.camel@localhost.localdomain> Message-ID: Hi , Here is the issues I am having right now . After creating a ticket , I get the following e-mail: Enoch Root via RT [RT_CorrespondAddressNotSet at ServerName.domain.com] Thu Sep 13 15:50:50 2007: Request 3 was acted upon. Transaction: Ticket created by root Queue: General Subject: Test Again Owner: Nobody Requestors: root at localhost Status: new Ticket <1189637357.6582.105.camel@localhost.localdomain> <1189705889.30364.25.camel@localhost.localdomain> Message-ID: Hi Guyes , To resolve issues I had earlier with RT/Oracle installation, I had to go over the installation guide from scratch .. May be I overlooked something in my fist installation.. Issue is resolved now.,... Thanks Tamer -----Original Message----- From: Ole Craig [mailto:ocraig at stillsecure.com] Sent: Thursday, September 13, 2007 1:51 PM To: Tamer Tayea; RT-Users Subject: RE: [rt-users] issues starting RT Tamer - I don't actually use Oracle as my RT backend, I just have scars from working with Oracle in a previous lifetime. There are several people on the list who do use it, so one of them may have more useful suggestions... But since you're asking me: I'd put the variables into the daemon startup sequence. If you're using a RedHat (or CentOS) system, you could just shove the variable declarations into /etc/sysconfig/httpd since that will be dot-included by the init script. Cheers, Ole PS. Please try to keep the list CC'd, since my suggestions may be way off-base and if we keep the conversation public that gives the rest of the listmembers the chance to call shenanigans on me, which benefits both of us. :-) On Thu, 2007-09-13 at 10:01 -0400, Tamer Tayea wrote: > Hi , > > The apache user has no login in /etc/passwd .. Where do I need to put > all oracle ENV Variables.. > > Thanks > > Tamer > > -----Original Message----- > From: Ole Craig [mailto:ocraig at stillsecure.com] > Sent: Wednesday, September 12, 2007 6:49 PM > To: Tamer Tayea > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] issues starting RT > > On Wed, 2007-09-12 at 16:18 -0400, Tamer Tayea wrote: > [...] > > DBI connect('rt3','root',...) failed: ERROR OCIEnvNlsCreate. Check > > ORACLE_HOME env var, NLS settings, permissions, etc. > > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line > > 106 > > > > Connect Failed ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS > > settings, permissions, etc. > > > > at /opt/rt3/lib/RT.pm line 220 > > Tamer - > IIRC, Oracle requires a bunch of environment variables before you > can connect successfully. Did you make sure that those environment > variables are set for the apache process that runs RT? > -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From gleduc at mail.sdsu.edu Thu Sep 13 17:05:59 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 13 Sep 2007 14:05:59 -0700 Subject: [rt-users] scrip: how to check if correspondence from requestor In-Reply-To: <1189714513.30364.72.camel@localhost.localdomain> References: <6.2.1.2.2.20070913112903.02648958@mail.sdsu.edu> <1189714513.30364.72.camel@localhost.localdomain> Message-ID: <6.2.1.2.2.20070913140018.026812e8@mail.sdsu.edu> You're right, my scrip fires when the e-mail is from the originator of the ticket. In our system, the originator is always the only requestor, so I equated "requestor" to "originator" when I read the original. At 01:15 PM 9/13/2007, Ole Craig wrote: >If a ticket is created by requestor Alice but with Bob and Carol as >requestors also (e.g. Alice sent the ticket-opening email with a >recipient list that included Bob and Carol): > >Won't "$Ticket->CreatorObj->Id == $CreatorId" only match on transactions >initiated by Alice? > >If the intent is to fire on email from any of the Requestors (as opposed >to email from the originator) then this scrip falls slightly short. >You'll need to include a function that walks the Requestors list and >compares $CreatorId with each Requestor in turn, returning true if it >finds a match. > > > >On Thu, 2007-09-13 at 11:44 -0700, Gene LeDuc wrote: > > > > I've never used non-standard status values, but if they work just > > like > > "normal" status values then this should do it: > > > > User-defined condition: > > { ### True if e-mail is from Requestor > > my $Transaction = $self->TransactionObj; > > my $CreatorId = $Transaction->CreatorObj->Id; > > my $Ticket = $self->TicketObj; > > my $val = $Transaction->Type eq 'Correspond' > > && $Ticket->Status eq "reqappr" > > && $Ticket->CreatorObj->Id == $CreatorId; > > return $val; > > } > > > > Custom action (prep): > > return 1; > > > > Custom action (cleanup): > > $self->TicketObj->SetStatus("open"); > > > > Regards, > > Gene > > >-- >/Ole Craig >Security Engineer >Team lead, customer support > >ocraig at stillsecure.com >303-381-3802 main support line >303-381-3824 my voicemail >303-381-3880 fax > >www.stillsecure.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From phanoko at gmail.com Thu Sep 13 18:58:27 2007 From: phanoko at gmail.com (matt wells) Date: Thu, 13 Sep 2007 15:58:27 -0700 Subject: [rt-users] Scrip and Reminders Message-ID: Has anyone crafted a scrip that would create reminders on a new ticket creation?? Like if the Ticket Subject is "New User - Bob Dole" it creates reminders - Make RT account - Image Computer - Make Email address and so on? -------------- next part -------------- An HTML attachment was scrubbed... URL: From obz at nudgee.com Thu Sep 13 19:06:56 2007 From: obz at nudgee.com (Sean O'Brien) Date: Fri, 14 Sep 2007 09:06:56 +1000 Subject: [rt-users] LDAP(AD) auth failure In-Reply-To: References: Message-ID: <46EA4F24.8322.0025.0@nudgee.com> Hi, Well as a noob to the product and to perl, If you followed the directions in the wiki and it's installed properly. The first "error" I ran into this problem yesterday. For me it was basically because the user's email already existed as a "user". To work around that I went to Configuration -> Users and then searched for that email, selected the user set it so they could be assigned privileges . Then set the username to the uid for the user. At which point I guess you could remove the ability for them to be assigned privileges again (and they'd disappear off the user list again). That all said I don't consider this a solution, because most users first experience will be sending an email, which will then stop them from logging into the website to track progress unless there is some support intervention. And importing the users everyday out of ldap is a task I will forget to do. The second "error" however suggests the LDAP auth failed any ways. The "third" error is just the generic error if anything went wrong. Sean >>> "Dummy cerberus" 13/09/2007 8:02 pm >>> Hello, I have follow the Wiki page about configuring LDAP to authenticate my users (http://wiki.bestpractical.com/view/LDAP)... I think that authentication is working, but I cannot login with my users... I cannot find out the problem... but the error messages is this one: Sep 13 21:40:52 ironman RT: Transaction->Create couldn't, as you didn't specify an object type and id (/opt/rt3/lib/RT/Record.pm:1466) Sep 13 21:40:52 ironman RT: RT::User::IsLDAPPassword AUTH FAILED: maripmar (/opt/rt3/local/lib/RT/User_Local.pm:218) Sep 13 21:40:52 ironman RT: FAILED LOGIN for maripmar from 10.31.33.236 (/opt/rt3/share/html/autohandler:251) Thanks in advance and best regards M.A. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com __________________________________________________________________ This incoming e-mail has been scanned by Nudgee College's installation of NetIQ's MailMarshal. __________________________________________________________________ __________________________________________________________________ Any attachments should be checked for viruses by you prior to opening. St Joseph's Nudgee College accepts no responsibility for any harm caused by an attachment. This email and any attached files are intended solely for the addressee(s). If you received this email in error, please advise us by return email. __________________________________________________________________ From fran at cis.uab.edu Thu Sep 13 20:48:33 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Thu, 13 Sep 2007 17:48:33 -0700 Subject: [rt-users] Failed to load valid user when Everyone has the right to CreateTicket In-Reply-To: <1189631865.6582.79.camel@localhost.localdomain> References: <46E08036.3090206@cis.uab.edu> <46E16DA7.4090902@ucrwcu.rwc.uc.edu> <46E55E65.70500@cis.uab.edu> <46E56076.40404@cis.uab.edu> <1189631865.6582.79.camel@localhost.localdomain> Message-ID: <13A4B3C9-96F4-4A81-A258-5302AE0DEF3B@cis.uab.edu> > > > Fran - > Are you _sure_ that CreateTicket has been granted to RT's > "Everyone" > group for your "general" queue? This log snippet would seem to > indicate > otherwise. > Yep, I am positive (and just triple-checked) that I have granted Everyone the right to CreateTicket and ReplyToTicket in our General queue's group rights. Keep in mind that this works at least 90% of the time - we receive first-time tickets in our General queue from users with all manner of email addresses on a daily basis. :-) > In our system, it took me a while to figure out a similar problem > because my email preprocessor (procmail) was occasionally > specifying the > wrong queue when it invoked /etc/smrsh/rt-mailgate. Now, this is a very interesting comment. I am filtering all incoming email for the general queue through procmail. Here is our setup: In /etc/aliases: helpdesk: "|/usr/bin/procmail -m QUEUE=general /etc/mail/ helpdesk-procmail-rules" helpdesk-comment: "|/usr/local/bin/rt-mailgate --queue general -- action comment --url http://our.RT.server/" In /etc/mail/helpdesk-procmail-rules: SHELL = /bin/sh :0 h * ^X-Spam-Level: +\*\*\*\* /dev/null :0 | /usr/local/bin/rt-mailgate --queue $QUEUE --action correspond --url https://our.rt.server/ Basically, I look at the SpamAssassin headers to weed out incoming helpdesk requests that look like spam. I'm more trusting of helpdesk- comment, since it hasn't caused a spam problem, so I send that direct to rt-mailgate from /etc/aliases. Notice anything odd about this? Given that it works most of the time, I think this is ok, but thought maybe you could put a second set of eyes on it. Thanks, Fran From sk at net-lab.net Fri Sep 14 04:07:12 2007 From: sk at net-lab.net (sk at net-lab.net) Date: Fri, 14 Sep 2007 10:07:12 +0200 Subject: [rt-users] rt-shredder: "make test" fails Message-ID: <200709141007.13230.sk@net-lab.net> Hi all, I'm using RT 3.6.4 (Debian Lenny) and want to install the shredder extension. If I run "make test" I get the following error (about 15 times, always the same lines): t/00skeleton........[Fri Sep 14 07:47:50 2007] [crit]: Can't find string terminator '"' anywhere before EOF at /etc/request-tracker3.6/initialdata line 607. Compilation failed in require at t/utils.pl line 228. (/usr/share/request-tracker3.6/lib/RT.pm:361) Stack trace: RT::__ANON__() called at t/utils.pl:228 main::__insert_data() called at t/utils.pl:145 main::init_db() called at t/00skeleton.t:9 Is this a known error with 3.6.4? Can I ignore this errors? Regards Sven From ntyni+rt-users at mappi.helsinki.fi Fri Sep 14 05:17:34 2007 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Fri, 14 Sep 2007 12:17:34 +0300 Subject: [rt-users] rt-shredder: "make test" fails In-Reply-To: <200709141007.13230.sk@net-lab.net> References: <200709141007.13230.sk@net-lab.net> Message-ID: <20070914091734.GA15200@rispa.it.helsinki.fi> On Fri, Sep 14, 2007 at 10:07:12AM +0200, sk at net-lab.net wrote: > I'm using RT 3.6.4 (Debian Lenny) and want to install the shredder extension. > If I run "make test" I get the following error (about 15 times, always the > same lines): > t/00skeleton........[Fri Sep 14 07:47:50 2007] [crit]: Can't find string > terminator '"' anywhere before EOF at /etc/request-tracker3.6/initialdata > line 607. > Compilation failed in require at t/utils.pl line 228. > (/usr/share/request-tracker3.6/lib/RT.pm:361) Hi, I can't reproduce this; the RTx-Shredder 0.07 tests pass for me with the Debian request-tracker3.6 version 3.6.4-1 (on Debian sid, but I doubt that matters.) Maybe you have modified /etc/request-tracker3.6/initialdata and introduced a typo there? Cheers, -- Niko Tyni ntyni at iki.fi From sk at net-lab.net Fri Sep 14 05:35:57 2007 From: sk at net-lab.net (sk at net-lab.net) Date: Fri, 14 Sep 2007 11:35:57 +0200 Subject: [rt-users] rt-shredder: "make test" fails In-Reply-To: <20070914091734.GA15200@rispa.it.helsinki.fi> References: <200709141007.13230.sk@net-lab.net> <20070914091734.GA15200@rispa.it.helsinki.fi> Message-ID: <200709141135.57980.sk@net-lab.net> Am Freitag, 14. September 2007 11:17 schrieb Niko Tyni: > On Fri, Sep 14, 2007 at 10:07:12AM +0200, sk at net-lab.net wrote: > > I'm using RT 3.6.4 (Debian Lenny) and want to install the shredder > > extension. If I run "make test" I get the following error (about 15 > > times, always the same lines): > > t/00skeleton........[Fri Sep 14 07:47:50 2007] [crit]: Can't find string > > terminator '"' anywhere before EOF at /etc/request-tracker3.6/initialdata > > line 607. > > Compilation failed in require at t/utils.pl line 228. > > (/usr/share/request-tracker3.6/lib/RT.pm:361) > > Hi, > > I can't reproduce this; the RTx-Shredder 0.07 tests pass for me with the > Debian request-tracker3.6 version 3.6.4-1 (on Debian sid, but I doubt > that matters.) It's the same Package. I use 3.6.4-1 although > Maybe you have modified /etc/request-tracker3.6/initialdata and > introduced a typo there? I didn't touch the initialdata (I don't know why I should do this). The only thing I installed was the EmailCompletion extension. I will test it with a new test envirnment. Maybe the EmailCompletion causes this error. regards Sven From dummycerberus at gmail.com Fri Sep 14 06:14:46 2007 From: dummycerberus at gmail.com (Dummy cerberus) Date: Fri, 14 Sep 2007 12:14:46 +0200 Subject: [rt-users] General advice about inbound e-mail integration Message-ID: Hello, as you can guess because of my questions, I'm playing around with RT because I would like to propose to the bosses to change to RT... Now I would like you to advice me about mail integration with the corporate system: We have a RH EL box with Squirrel+QMail, and I would like to know which is the best way to integrate RT with that mail system, from your point of view. I want to have one email address to be the ionterface between RT and our users/clients... Thanks in advance and best regards... From kellermg at potsdam.edu Fri Sep 14 08:17:32 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Fri, 14 Sep 2007 08:17:32 -0400 Subject: [rt-users] Make RT to share Apache with other webapps In-Reply-To: References: <1189696248.25908.64.camel@mlap> Message-ID: <1189772253.25908.77.camel@mlap> On Fri, 2007-09-14 at 12:08 +0200, Dummy cerberus wrote: > My problem is that I don't want to configure RT app to be at the > 'root' of my webhost... and all the docs I see locate it at that > point... I think... Neither is ours, it's in "/projects/rt".. Apache conf below. Might help with your LDAP problem too. Alias /projects/rt /opt/rt3/share/html # this line applies to Apache2+mod_perl2 only PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason AuthLDAPURL ldap://ldap.you.com/o=your.com?uid AuthLDAPGroupAttribute memberUid AuthLDAPGroupAttributeIsDN off AuthName "Tracking System" AuthType Basic AuthBasicProvider ldap #require ldap-user dummy require ldap-group cn=tracking,ou=groups,o=dummy # Disable auth Satisfy Any Allow from all # Disable auth Satisfy Any Allow from all From KFCrocker at lbl.gov Fri Sep 14 11:26:49 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 14 Sep 2007 08:26:49 -0700 Subject: [rt-users] User duplication Message-ID: <46EAA839.6050408@lbl.gov> To all, I've noticed that RT, in this case 3.4.4, allows duplicate UserIds. I've got a user that is in the system with 3 Ids that ALL look exactly the same. One with an E_mail address, the other 2 without and they were ALL created by the system. I have three questions: 1) Is this normal or OK? 2) what can I do to stop this behavior? 3) How can I get rid of the two USerIDs I do NOT want? (SQL?) Well, maybe that's 4 questions. Anyway, does anyone have any experience in this situation and can you give me some advice on the above? Thanks. Kenn LBNL From rfh at pipex.net Fri Sep 14 11:46:42 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 14 Sep 2007 16:46:42 +0100 Subject: [rt-users] User duplication In-Reply-To: <46EAA839.6050408@lbl.gov> References: <46EAA839.6050408@lbl.gov> Message-ID: <46EAACE2.4010308@pipex.net> Hi Kenneth; I am guessing you mean the Name column and not the Id column within the Users table, (if its the Id column then you need to check the sql engine, that field is pri auto_incremented and the sql engine should n't be allowing duplicate to happen) .. I have seen a duplicate Name, in my case it was due to someone changing things from mysql (which is wrong), it may also happen with some sort of import. what I did to fix is by using sql I changed the name: update Users set Name = x where Name = Y (for each one you do not want to keep); then used RT to remove group membership if any exist then disable the users .. then if you wish delete them from the database using sql or better still use rtx-shredder (if it works for you). Roy Kenneth Crocker wrote: > To all, > > > I've noticed that RT, in this case 3.4.4, allows duplicate > UserIds. I've got a user that is in the system with 3 Ids that ALL > look exactly the same. One with an E_mail address, the other 2 without > and they were ALL created by the system. I have three questions: > 1) Is this normal or OK? > 2) what can I do to stop this behavior? > 3) How can I get rid of the two USerIDs I do NOT want? (SQL?) > > Well, maybe that's 4 questions. Anyway, does anyone have any > experience in this situation and can you give me some advice on the > above? Thanks. > > Kenn > LBNL > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From barnesaw at ucrwcu.rwc.uc.edu Fri Sep 14 12:14:26 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 14 Sep 2007 12:14:26 -0400 Subject: [rt-users] User duplication In-Reply-To: <46EAACE2.4010308@pipex.net> References: <46EAA839.6050408@lbl.gov> <46EAACE2.4010308@pipex.net> Message-ID: <46EAB362.4070107@ucrwcu.rwc.uc.edu> Or, if they have any tickets associated with the other IDs, use http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ to merge them as far as the system in concerned. Roy El-Hames wrote: > Hi Kenneth; > > I am guessing you mean the Name column and not the Id column within > the Users table, (if its the Id column then you need to check the sql > engine, that field is pri auto_incremented and the sql engine should > n't be allowing duplicate to happen) .. > I have seen a duplicate Name, in my case it was due to someone > changing things from mysql (which is wrong), it may also happen with > some sort of import. > what I did to fix is by using sql I changed the name: > update Users set Name = x where Name = Y (for each one you do not want > to keep); then used RT to remove group membership if any exist then > disable the users .. > then if you wish delete them from the database using sql or better > still use rtx-shredder (if it works for you). > > Roy > Kenneth Crocker wrote: >> To all, >> >> >> I've noticed that RT, in this case 3.4.4, allows duplicate >> UserIds. I've got a user that is in the system with 3 Ids that ALL >> look exactly the same. One with an E_mail address, the other 2 >> without and they were ALL created by the system. I have three questions: >> 1) Is this normal or OK? >> 2) what can I do to stop this behavior? >> 3) How can I get rid of the two USerIDs I do NOT want? (SQL?) >> >> Well, maybe that's 4 questions. Anyway, does anyone have any >> experience in this situation and can you give me some advice on the >> above? Thanks. >> >> Kenn >> LBNL >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Sep 14 12:29:44 2007 From: theillien at yahoo.com (Mathew) Date: Fri, 14 Sep 2007 12:29:44 -0400 Subject: [rt-users] Auto-creating child tickets In-Reply-To: <46E9669A.8060001@yahoo.com> References: <46E9669A.8060001@yahoo.com> Message-ID: <46EAB6F8.9030408@yahoo.com> Does anyone have any thoughts on this? Keep up with my goings on at http://theillien.blogspot.com Mathew wrote: > I've applied the approval creation explanations on the wiki to an > auto-child ticket creation. However, the child tickets don't appear in > the queue I've set them to. Looking in the database, I see that the > tickets do exists and they are in the queue they are supposed to be in > but they aren't in the GUI. Anyone know what I should be looking at to > resolve this? > From gleduc at mail.sdsu.edu Fri Sep 14 12:35:08 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 14 Sep 2007 09:35:08 -0700 Subject: [rt-users] scrip: how to check if correspondence from requestor In-Reply-To: References: Message-ID: <6.2.1.2.2.20070914091716.02617b58@mail.sdsu.edu> Hi Phil, To correct my previous post, try this for your condition code: my $ReqList = $self->TicketObj->Requestors->MemberEmailAddressesAsString; my $Sender = $self->TransactionObj->CreatorObj->EmailAddress; return $self->TransactionObj->Type eq "Correspond" && $self->TicketObj->Status eq "reqappr" && $ReqList =~ /$Sender/; You just grab the list of requestor e-mail addresses and see if the sender's address is one of them. Regards, Gene At 11:25 AM 9/13/2007, Phil Lawrence wrote: >Hello, > >I want to use a scrip to change the status of a ticket to "open" if >the current status is "reqappr" and RT receives an email from the >requester. > >Can anyone help me fill in the following (or make other >corrections if needed): > >Description: OnCorrespondFromReqReReqaddrTicket >Condition: UserDefined >Action: UserDefined >Template: Global template: Blank >Stage: TransactionCreate > >Custom Condition: >if ( > $self->TransactionObj->Type eq "Correspond" > and > $self->TicketObj->Status eq "reqappr" > and > eq $self->TicketObj->RequestorAddresses; > ) >{ > $self->TicketObj()->setStatus('open'); > return(1); >} else { > return(undef); >} > >Custom action preparation code: >return 1; > >Custom action cleanup code: > > >Thanks, >Phil Lawrence >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From rfh at pipex.net Fri Sep 14 12:53:13 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 14 Sep 2007 17:53:13 +0100 Subject: [rt-users] Auto-creating child tickets In-Reply-To: <46EAB6F8.9030408@yahoo.com> References: <46E9669A.8060001@yahoo.com> <46EAB6F8.9030408@yahoo.com> Message-ID: <46EABC79.9080107@pipex.net> Matthew; Have you looked at the permissions you have on that queue, do you have Show Ticket right .. Roy Mathew wrote: > Does anyone have any thoughts on this? > > Keep up with my goings on at http://theillien.blogspot.com > > Mathew wrote: > >> I've applied the approval creation explanations on the wiki to an >> auto-child ticket creation. However, the child tickets don't appear in >> the queue I've set them to. Looking in the database, I see that the >> tickets do exists and they are in the queue they are supposed to be in >> but they aren't in the GUI. Anyone know what I should be looking at to >> resolve 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 KFCrocker at lbl.gov Fri Sep 14 13:27:35 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 14 Sep 2007 10:27:35 -0700 Subject: [rt-users] User duplication In-Reply-To: <46EAACE2.4010308@pipex.net> References: <46EAA839.6050408@lbl.gov> <46EAACE2.4010308@pipex.net> Message-ID: <46EAC487.60009@lbl.gov> Roy, You're right. It is ONLY the name column, but I still don't like it. It gets confusing. When someone wants to add a watcher and they get 3 possibilities, what happens when they select one of the UserIds that has no E_mail address associated with it? It gets messy, so I AM going to have to see how many more of these exist and then run some SQL to change the references to the correct IDs and delete the ones I don't want. I don't think we have rtx-shredder and since we are currently testing 3.6.4, I'm not sure I want it unless it works with the latest version. Is rtx-shredder working on 3.6.4 yet? Anyway Roy, thanks again for your help. I'm not sure how to prevent this from happening in the future but if there was a way, it would keep me from having to maintain the USERS table on a routine basis. Kenn LBNL On 9/14/2007 8:46 AM, Roy El-Hames wrote: > Hi Kenneth; > > I am guessing you mean the Name column and not the Id column within the > Users table, (if its the Id column then you need to check the sql > engine, that field is pri auto_incremented and the sql engine should n't > be allowing duplicate to happen) .. > I have seen a duplicate Name, in my case it was due to someone changing > things from mysql (which is wrong), it may also happen with some sort of > import. > what I did to fix is by using sql I changed the name: > update Users set Name = x where Name = Y (for each one you do not want > to keep); then used RT to remove group membership if any exist then > disable the users .. > then if you wish delete them from the database using sql or better still > use rtx-shredder (if it works for you). > > Roy > Kenneth Crocker wrote: >> To all, >> >> >> I've noticed that RT, in this case 3.4.4, allows duplicate >> UserIds. I've got a user that is in the system with 3 Ids that ALL >> look exactly the same. One with an E_mail address, the other 2 without >> and they were ALL created by the system. I have three questions: >> 1) Is this normal or OK? >> 2) what can I do to stop this behavior? >> 3) How can I get rid of the two USerIDs I do NOT want? (SQL?) >> >> Well, maybe that's 4 questions. Anyway, does anyone have any >> experience in this situation and can you give me some advice on the >> above? Thanks. >> >> Kenn >> LBNL >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From KFCrocker at lbl.gov Fri Sep 14 13:29:33 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 14 Sep 2007 10:29:33 -0700 Subject: [rt-users] User duplication In-Reply-To: <46EAB362.4070107@ucrwcu.rwc.uc.edu> References: <46EAA839.6050408@lbl.gov> <46EAACE2.4010308@pipex.net> <46EAB362.4070107@ucrwcu.rwc.uc.edu> Message-ID: <46EAC4FD.1000202@lbl.gov> Drew, That sounds like a good idea. Should save a lot of SQL coding. How does the merge work? Does it ultimate delete the old USER records or disable them? Kenn LBNL On 9/14/2007 9:14 AM, Drew Barnes wrote: > Or, if they have any tickets associated with the other IDs, use > http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ to merge > them as far as the system in concerned. > > Roy El-Hames wrote: >> Hi Kenneth; >> >> I am guessing you mean the Name column and not the Id column within >> the Users table, (if its the Id column then you need to check the sql >> engine, that field is pri auto_incremented and the sql engine should >> n't be allowing duplicate to happen) .. >> I have seen a duplicate Name, in my case it was due to someone >> changing things from mysql (which is wrong), it may also happen with >> some sort of import. >> what I did to fix is by using sql I changed the name: >> update Users set Name = x where Name = Y (for each one you do not want >> to keep); then used RT to remove group membership if any exist then >> disable the users .. >> then if you wish delete them from the database using sql or better >> still use rtx-shredder (if it works for you). >> >> Roy >> Kenneth Crocker wrote: >>> To all, >>> >>> >>> I've noticed that RT, in this case 3.4.4, allows duplicate >>> UserIds. I've got a user that is in the system with 3 Ids that ALL >>> look exactly the same. One with an E_mail address, the other 2 >>> without and they were ALL created by the system. I have three questions: >>> 1) Is this normal or OK? >>> 2) what can I do to stop this behavior? >>> 3) How can I get rid of the two USerIDs I do NOT want? (SQL?) >>> >>> Well, maybe that's 4 questions. Anyway, does anyone have any >>> experience in this situation and can you give me some advice on the >>> above? Thanks. >>> >>> Kenn >>> LBNL >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales 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 Sep 14 13:31:54 2007 From: theillien at yahoo.com (Mathew) Date: Fri, 14 Sep 2007 13:31:54 -0400 Subject: [rt-users] Auto-creating child tickets In-Reply-To: <46EABC79.9080107@pipex.net> References: <46E9669A.8060001@yahoo.com> <46EAB6F8.9030408@yahoo.com> <46EABC79.9080107@pipex.net> Message-ID: <46EAC58A.4020306@yahoo.com> Right now I'm working with a clean database with no actual users and logging in as root. That said, I've added all rights necessary for modifying and seeing tickets to the Everyone group. I can see tickets which I've created directly in the target queue. Just not those created by the automated process. Mathew Keep up with my goings on at http://theillien.blogspot.com Roy El-Hames wrote: > Matthew; > Have you looked at the permissions you have on that queue, do you have > Show Ticket right .. > Roy > > Mathew wrote: >> Does anyone have any thoughts on this? >> >> Keep up with my goings on at http://theillien.blogspot.com >> >> Mathew wrote: >> >>> I've applied the approval creation explanations on the wiki to an >>> auto-child ticket creation. However, the child tickets don't appear in >>> the queue I've set them to. Looking in the database, I see that the >>> tickets do exists and they are in the queue they are supposed to be in >>> but they aren't in the GUI. Anyone know what I should be looking at to >>> resolve 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 barnesaw at ucrwcu.rwc.uc.edu Fri Sep 14 13:36:54 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 14 Sep 2007 13:36:54 -0400 Subject: [rt-users] User duplication In-Reply-To: <46EAC4FD.1000202@lbl.gov> References: <46EAA839.6050408@lbl.gov> <46EAACE2.4010308@pipex.net> <46EAB362.4070107@ucrwcu.rwc.uc.edu> <46EAC4FD.1000202@lbl.gov> Message-ID: <46EAC6B6.90305@ucrwcu.rwc.uc.edu> IIRC, you can select which user to merge the others into. I do not know, off the top of my head, if it permanently deletes the users, but from what I can recall, if you view a merged user, it ultimately takes you to the user you merged into. That is rather circular and may not be correct, since it has been a while since I went through and did our merging. Kenneth Crocker wrote: > Drew, > > > That sounds like a good idea. Should save a lot of SQL coding. How > does the merge work? Does it ultimate delete the old USER records or > disable them? > > > Kenn > LBNL > > On 9/14/2007 9:14 AM, Drew Barnes wrote: >> Or, if they have any tickets associated with the other IDs, use >> http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ to merge >> them as far as the system in concerned. >> >> Roy El-Hames wrote: >>> Hi Kenneth; >>> >>> I am guessing you mean the Name column and not the Id column within >>> the Users table, (if its the Id column then you need to check the sql >>> engine, that field is pri auto_incremented and the sql engine should >>> n't be allowing duplicate to happen) .. >>> I have seen a duplicate Name, in my case it was due to someone >>> changing things from mysql (which is wrong), it may also happen with >>> some sort of import. >>> what I did to fix is by using sql I changed the name: >>> update Users set Name = x where Name = Y (for each one you do not want >>> to keep); then used RT to remove group membership if any exist then >>> disable the users .. >>> then if you wish delete them from the database using sql or better >>> still use rtx-shredder (if it works for you). >>> >>> Roy >>> Kenneth Crocker wrote: >>>> To all, >>>> >>>> >>>> I've noticed that RT, in this case 3.4.4, allows duplicate >>>> UserIds. I've got a user that is in the system with 3 Ids that ALL >>>> look exactly the same. One with an E_mail address, the other 2 >>>> without and they were ALL created by the system. I have three >>>> questions: >>>> 1) Is this normal or OK? >>>> 2) what can I do to stop this behavior? >>>> 3) How can I get rid of the two USerIDs I do NOT want? (SQL?) >>>> >>>> Well, maybe that's 4 questions. Anyway, does anyone have any >>>> experience in this situation and can you give me some advice on the >>>> above? Thanks. >>>> >>>> Kenn >>>> LBNL >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> From Tamer.Tayea at paybytouch.com Fri Sep 14 14:09:10 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Fri, 14 Sep 2007 14:09:10 -0400 Subject: [rt-users] Appearance of RT Return Addresss References: <6.2.1.2.2.20070913112903.02648958@mail.sdsu.edu><1189714513.30364.72.camel@localhost.localdomain> Message-ID: Hi All, I have been looking on the internet for how to fix the issue below but no luck so far.. Any ideas! Thanks Tamer -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tamer Tayea Sent: Thursday, September 13, 2007 4:29 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Appearance of RT Return Addresss Hi , Here is the issues I am having right now . After creating a ticket , I get the following e-mail: Enoch Root via RT [RT_CorrespondAddressNotSet at ServerName.domain.com] Thu Sep 13 15:50:50 2007: Request 3 was acted upon. Transaction: Ticket created by root Queue: General Subject: Test Again Owner: Nobody Requestors: root at localhost Status: new Ticket