From Michael_Ellis at UManitoba.CA  Tue Sep  1 01:23:40 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Tue, 1 Sep 2009 00:23:40 -0500
Subject: [rt-users] Asset Tracker: make some custom field "global"
In-Reply-To: <519782dc0908311448l4b9826f7h737676a921f23dde@mail.gmail.com>
References: <004701ca2a7e$8e626760$ab273620$@CA>	
	<519782dc0908311420p1252b834rf750f051e8ed01c9@mail.gmail.com>	
	<006101ca2a84$41e84070$c5b8c150$@CA>
	<519782dc0908311448l4b9826f7h737676a921f23dde@mail.gmail.com>
Message-ID: <00b001ca2ac4$6109f6c0$231de440$@CA>

Oh and it's the first thing, too. I'm sorry for not noticing that. I forget than when you re-open something in vim it brings you to where you last were, NOT the top of the file.

Apologies all,

Mike

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: August-31-09 4:49 PM
To: Michael Ellis
Cc: rt Users
Subject: Re: [rt-users] Asset Tracker: make some custom field "global"

That's configurable in AT_Config.pm.

On Mon, Aug 31, 2009 at 5:44 PM, Michael
Ellis<Michael_Ellis at umanitoba.ca> wrote:
> Thanks. I don't know how I missed that.
>
> Can you think of a way to edit the default format so that it includes a CF "SerialNumber" in every asset query result? I was looking in...
>
> /opt/rt3/share/html/AssetTracker/Search/Results.html
> and /opt/rt3/share/html/AssetTracker/Search/Build.html
>
> ... thinking that I might append $format with the what I need, but am not sure if this is the best way to go.
>
> -Mike
>
>
>
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: August-31-09 4:20 PM
> To: Michael Ellis
> Cc: rt Users
> Subject: Re: [rt-users] Asset Tracker: make some custom field "global"
>
> If I recall correctly, this is done the same way all other RT custom
> fields are made global. Admin -> Global -> Custom Fields.
>
> On Mon, Aug 31, 2009 at 5:03 PM, Michael
> Ellis<Michael_Ellis at umanitoba.ca> wrote:
>> Except for Name,Type, Description, and Status; everything else in Asset
>> Tracker is a custom field. We need to make some fields global so that they
>> are always presented in search results like the default four, and so that
>> they are presented in the Query Builder without first having to select a
>> type that has that custom field.
>>
>>
>>
>> Is there a way to do this built in? If not, do Todd or others have a
>> suggestion for where to begin to add this functionality that I could
>> approach our programmers with?
>>
>>
>>
>> Thanks,
>>
>>
>>
>> Mike
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>




From barnesaw at ucrwcu.rwc.uc.edu  Tue Sep  1 09:03:21 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 01 Sep 2009 09:03:21 -0400
Subject: [rt-users] History of Custom Field Values kept anywhere?
In-Reply-To: <4A9C5328.9060700@lbl.gov>
Message-ID: <C6C293D9.7324%barnesaw@ucrwcu.rwc.uc.edu>

I think the issue is a matter of understanding.  From reading his messages I
get the impression that someone has, in the UI, changed the Name of the
custom field.

I don?t know where this information could be kept, although I am seeing a
History link for Users which logs password changes and information changes.
Perhaps this could be extended for custom fields also?


On 8/31/09 6:48 PM, "Ken Crocker" <kfcrocker at lbl.gov> wrote:

> Scott,
> 
> That can't be. I use the transaction record to trigger several scrips that
> look at the changes  in a CF. Try transactions with Type = "CustomField",
> Field = the number of the CF and old/new values.
> 
> Kenn
> LBNL
> 
> On 8/31/2009 2:32 PM, Lander, Scott wrote:
>>    
>>  
>>  
>>  
>> Hi Ken,
>>  
>>  
>>  
>>    Transaction table was my first guess - but, nope - looks like everything
>> BUT the Custom Fields is kept there!   Right now, I am thinking that for some
>> reason this data is just not kept - which sort of surprises me!     Oh well -
>> time for a bug report or wish list submission, I guess!!!
>>  
>>  
>>  
>>  
>>  
>> 
>>  
>> Scott,
>>  
>> Try the Transaction Table.
>>  
>> Kenn
>> LBNL
>>  
>> On 8/31/2009 1:58 PM, Lander, Scott wrote:
>>>   
>>> Ken,
>>>  
>>>  
>>>  
>>>    CustomFieldValues does have the current values, and documents when they
>>> were inserted or modified, but, NOT the actual changes - IE, no "Old Value /
>>> New Value".     For instance, for one of the lines in question, the table
>>> has:
>>>  
>>>  
>>>  
>>> +-----+-------------+-------------------------------------------------------
>>> ---+-----------------------------+-----------+---------+--------------------
>>> -+---------------+---------------------+
>>> | id  | CustomField | Name
>>> | Description                 | SortOrder | Creator | Created            |
>>> LastUpdatedBy | LastUpdated         |
>>> +-----+-------------+-------------------------------------------------------
>>> ---+-----------------------------+-----------+---------+--------------------
>>> -+---------------+---------------------+
>>>  
>>>  
>>> | 321 |          30 | CPU
>>> |                             |         4 |     101 | 2009-08-05 14:44:16 |
>>> 101 | 2009-08-24 19:56:54 |
>>>  
>>>  
>>>  
>>> What I need to find out is what the Name used to be!  It shouldn't be CPU,
>>> at one time (last week) it was something more like "NAS Storage".
>>>  
>>>  
>>>  
>>>  
>>>  
>>> 
>>>  
>>>  
>>>  
>>> Scott,
>>>  
>>> That's because the ObjectCustomFieldValues Table is for changes to a value
>>> for an OBJECT. To see the history for the Custom Fields themselves, try
>>> CustomFieldValues.
>>>  
>>>  
>>> Kenn
>>> LBNL
>>>  
>>> On 8/31/2009 1:45 PM, Lander, Scott wrote:
>>>>  
>>>> Gene,
>>>> 
>>>> Thanks, but - as near as I can tell, ObjectCustomFieldValues has references
>>>> from type RT::Ticket only.    IE, everything in it refers to a ticket
>>>> change, not a global custom field change.
>>>> 
>>>> Scott
>>>> 
>>>> 
>>>> 
>>>> 
>>>>   
>>>>  
>>>>>  
>>>>>>  
>>>>>> Scott, look in the ObjectCustomFieldValues table.  There are pointers
>>>>>> into it from the OldReference and NewReference
>>>>>> fields in the Transactions table.  I'm using 3.6.3, but I'm guessing that
>>>>>> the same will be true in 3.8.4.
>>>>>> 
>>>>>> Gene
>>>>>>       
>>>>>>  
>>>>>  
>>>>  
>>>> 
>>>> Lander, Scott wrote:
>>>>   
>>>>  
>>>>>  
>>>>> We accidentally changed some values in a Custom Field, and they need to
>>>>> be set back.    I can retrieve the values from our backup, but, the
>>>>> question came up of if RT keeps the history for them.    Poking thru the
>>>>> database, I see it keeps the history for tickets (table Transactions),
>>>>> and that it keeps most of the data for Custom Fields in the table
>>>>> CustomFieldValues.   It keeps Creator, Creation Date, Last Updated By
>>>>> and Last Update Date.   But, so far, I haven't found anywhere it keeps
>>>>> what was changed.      IE, category old value, new value, like you find
>>>>> in the Transactions table.
>>>>> 
>>>>> This would seem to be very useful information to have - especially in
>>>>> the case of a system audit.
>>>>> 
>>>>> Am I just missing something?
>>>>> 
>>>>> This in on RT 3.8.4, btw.
>>>>>     
>>>>>  
>>>>  
>>>> 
>>>> ---------------------------------------------------------------------------
>>>> ---------
>>>> This e-mail message is intended only for the personal use of the
>>>> recipient(s) named above. If you are not an intended recipient, you may not
>>>> review, copy or distribute this message. If you have received this
>>>> communication in error, please notify the Hearst Service Center
>>>> (cadmin at hearstsc.com) immediately by email and delete the original message.
>>>> ---------------------------------------------------------------------------
>>>> ---------
>>>> 
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>> 
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>> 
>>>> 
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>> 
>>>>   
>>>>  
>>>>  
>>>> ---------------------------------------------------------------------------
>>>> ---------
>>>> This e-mail message is intended only for the personal use of the
>>>> recipient(s) named above. If you are not an intended recipient, you may not
>>>> review, copy or distribute this message. If you have received this
>>>> communication in error, please notify the Hearst Service Center
>>>> (cadmin at hearstsc.com) immediately by email and delete the original message.
>>>> ---------------------------------------------------------------------------
>>>> ---------
>>>>   
>>>>  
>>>> 
>>>> 
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>> 
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>> 
>>>> 
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>  
>>>>  
>>>> ---------------------------------------------------------------------------
>>>> ---------
>>>> This e-mail message is intended only for the personal use of the
>>>> recipient(s) named above. If you are not an intended recipient, you may not
>>>> review, copy or distribute this message. If you have received this
>>>> communication in error, please notify the Hearst Service Center
>>>> (cadmin at hearstsc.com) immediately by email and delete the original message.
>>>> ---------------------------------------------------------------------------
>>>> ---------
>>>>   
>>>>  
>>>> 
>>>> 
>>>> 
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>> 
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>> 
>>>> 
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>> 
>>>> 
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>> 
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>> 
>>>> 
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>> 
>>>> -- 
>>>> Drew Barnes
>>>> Applications Analyst
>>>> Network Resources Dept.
>>>> Raymond Walters College

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090901/ed2e2504/attachment.htm>

From ruslan.zakirov at gmail.com  Tue Sep  1 09:05:06 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 1 Sep 2009 17:05:06 +0400
Subject: [rt-users] [Rt-devel] ticket creation from web interface fails
	undefined ParseAddressFromHeader
In-Reply-To: <2956be2d0909010502q1d427b9vb96329007dd97e7d@mail.gmail.com>
References: <2956be2d0908312216o65ec3993i404adeac29206efd@mail.gmail.com>
	<589c94400909010344o568bdbc2j5b597663e6e54577@mail.gmail.com>
	<2956be2d0909010444v4778187dna3cbf11006542d78@mail.gmail.com>
	<589c94400909010446o7ec96327vcb633b9ba605f3c8@mail.gmail.com>
	<2956be2d0909010502q1d427b9vb96329007dd97e7d@mail.gmail.com>
Message-ID: <589c94400909010605m72f7d5edg8d1776943ee6de92@mail.gmail.com>

The following lines instead of lines 272-273 will probably fix issue.

    my ( $Address, $Name ) =
        RT::Interface::Email::ParseAddressFromHeader($email);

This is old overlay for LDAP integration these days with RT 3.8 you
probably should use RT-Extension-ExternalAuth.

On Tue, Sep 1, 2009 at 4:02 PM, Jac Gubbels<jhj.gubbels at gmail.com> wrote:
> Man you're great. I do not intend to have you figure out something
> stupid that I should be able to find myself though. If so, just give
> me a pointer and I'll dive back in myself. Need to learn this stuff
> anyway. Otherwise, great if you can provide a patch of course (bid odd
> though that that's necessary given the fact that to the best of my
> knowledge I followed upgrade instructions carefully!?)
> Cheers -- Jac
>
>
>
> On Tue, Sep 1, 2009 at 2:46 PM, Ruslan Zakirov<ruslan.zakirov at gmail.com> wrote:
>> Jac, If you show me that User_Local.pm then probably I can help with a patch.
>>
>> On Tue, Sep 1, 2009 at 3:44 PM, Jac Gubbels<jhj.gubbels at gmail.com> wrote:
>>> I can see the file and the function in it, but do not understand what
>>> causes the error. Is there a path problem somehow caused by the
>>> update? Forgive me my ignorance but I do not know very much about
>>> perl. Appreciate your help very much though!
>>> -- Jac
>>>
>>>
>>>
>>> On Tue, Sep 1, 2009 at 1:44 PM, Ruslan Zakirov<ruslan.zakirov at gmail.com> wrote:
>>>> This function probably is in RT/Interface/Email.pm.
>>>>
>>>> On Tue, Sep 1, 2009 at 9:16 AM, Jac Gubbels<jhj.gubbels at gmail.com> wrote:
>>>>> Hi,
>>>>>
>>>>> Because I did not get an answer on the user mailing list and have a
>>>>> suspicion my problem is not a configuration issue but has to do with
>>>>> me making a mistake during update, I am trying my luck here.
>>>>>
>>>>> Upon creation of a ticket through the web interface I get the following error:
>>>>>
>>>>> Undefined subroutine &RT::EmailParser::ParseAddressFromHeader called
>>>>> at /opt/rt3/bin/../lib/RT/User_Local.pm line 272.
>>>>>
>>>>> My staff has reported this error recently, but it might be related to
>>>>> an update from 3.8.2 to 3.8.4 as that is the last change that was made
>>>>> to our installation. In the wiki and lists I could only find this
>>>>> error in relation to LDAP authentication. We are in fact
>>>>> authenticating using LDAP (AD). Here is our full setup
>>>>>
>>>>> Apache/2.2.8 (Ubuntu) DAV/2 SVN/1.4.4 PHP/5.2.3-1ubuntu6.5
>>>>> mod_ssl/2.2.8 OpenSSL/0.9.8g ?mod_perl/2.0.3 Perl/v5.8.8
>>>>>
>>>>> Any suggestions as on where to start looking for a fix to this problem?
>>>>>
>>>>> I can see the routine ParseAddressFromHeader does not exist in
>>>>> /opt/rt3/lib/RT/EmailParser.pm. I have installed all perl mail
>>>>> functionality I could find using CPAN.
>>>>>
>>>>> Sorry for duplicating this issue on two mail lists.
>>>>>
>>>>> Thanks a lot!
>>>>>
>>>>> -- Jac
>>>>> _______________________________________________
>>>>> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> Best regards, Ruslan.
>>>>
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>



-- 
Best regards, Ruslan.


From slander at hearstsc.com  Tue Sep  1 09:37:02 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Tue, 1 Sep 2009 09:37:02 -0400
Subject: [rt-users] History of Custom Field Values kept anywhere?
In-Reply-To: <C6C293D9.7324%barnesaw@ucrwcu.rwc.uc.edu>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637DF7F54@RCLTEXCMS02.resource.hearstcorp.com>

Drew,

   You are correct. I am not (at this time) interested in the change of the value of a custom field within a ticket.    It is the name of the field, as changed from the configuration menu of the UI, that I am interested in tracking.    And, as you point out, there are history links for many similar fields.   This seems like a logical field to keep track of also.

   Or, perhaps, I am using the field incorrectly, so, maybe this should be a non-issue?

    My use is that I have some 80 sites, across a half dozen business units that a ticket might come from.   So, on ticket creation the user selects from a custom field (a drop down menu in the UI) his business unit, and then his location.   And, also, as a second CF, his application and problem.    Is this an unusual way of doing it?  Is there a better way?

     Anyways, someone changed the application menu by mistake.    We have recovered the contents from backup, so not a big deal as far as data is concerned.  But, the question is; shouldn't this data be tracked?   And, it appears that it is, partially.    Who changed it, and when is clearly recorded (for the last change, only).    Just not what they changed it from, or to.

     Anything relating to changing a ticket, or user, is tracked with the transaction table.    Either the changes in the internal (predefined) data could go there, also, or, into a separate table.   For most installations, I would think this data is relatively static - IE, we don't add new sites all that often - but, it does happen.   And, new applications are relatively common to us.


Thanks

Scott




I think the issue is a matter of understanding.  From reading his messages I get the impression that someone has, in the UI, changed the Name of the custom field.

I don't know where this information could be kept, although I am seeing a History link for Users which logs password changes and information changes.  Perhaps this could be extended for custom fields also?


On 8/31/09 6:48 PM, "Ken Crocker" <kfcrocker at lbl.gov> wrote:

Scott,

That can't be. I use the transaction record to trigger several scrips that look at the changes  in a CF. Try transactions with Type = "CustomField", Field = the number of the CF and old/new values.

Kenn
LBNL

On 8/31/2009 2:32 PM, Lander, Scott wrote:




Hi Ken,



  Transaction table was my first guess - but, nope - looks like everything BUT the Custom Fields is kept there!   Right now, I am thinking that for some reason this data is just not kept - which sort of surprises me!     Oh well - time for a bug report or wish list submission, I guess!!!







Scott,

Try the Transaction Table.

Kenn
LBNL

On 8/31/2009 1:58 PM, Lander, Scott wrote:

Ken,



  CustomFieldValues does have the current values, and documents when they were inserted or modified, but, NOT the actual changes - IE, no "Old Value / New Value".     For instance, for one of the lines in question, the table has:



+-----+-------------+----------------------------------------------------------+-----------------------------+-----------+---------+---------------------+---------------+---------------------+
| id  | CustomField | Name                                                     | Description                 | SortOrder | Creator | Created            | LastUpdatedBy | LastUpdated         |
+-----+-------------+----------------------------------------------------------+-----------------------------+-----------+---------+---------------------+---------------+---------------------+


| 321 |          30 | CPU                                                     |                             |         4 |     101 | 2009-08-05 14:44:16 |           101 | 2009-08-24 19:56:54 |



What I need to find out is what the Name used to be!  It shouldn't be CPU,  at one time (last week) it was something more like "NAS Storage".









Scott,

That's because the ObjectCustomFieldValues Table is for changes to a value for an OBJECT. To see the history for the Custom Fields themselves, try CustomFieldValues.


Kenn
LBNL

On 8/31/2009 1:45 PM, Lander, Scott wrote:

Gene,

Thanks, but - as near as I can tell, ObjectCustomFieldValues has references from type RT::Ticket only.    IE, everything in it refers to a ticket change, not a global custom field change.

Scott








Scott, look in the ObjectCustomFieldValues table.  There are pointers into it from the OldReference and NewReference
fields in the Transactions table.  I'm using 3.6.3, but I'm guessing that the same will be true in 3.8.4.

Gene





Lander, Scott wrote:



We accidentally changed some values in a Custom Field, and they need to
be set back.    I can retrieve the values from our backup, but, the
question came up of if RT keeps the history for them.    Poking thru the
database, I see it keeps the history for tickets (table Transactions),
and that it keeps most of the data for Custom Fields in the table
CustomFieldValues.   It keeps Creator, Creation Date, Last Updated By
and Last Update Date.   But, so far, I haven't found anywhere it keeps
what was changed.      IE, category old value, new value, like you find
in the Transactions table.

This would seem to be very useful information to have - especially in
the case of a system audit.

Am I just missing something?

This in on RT 3.8.4, btw.




------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------

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

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


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




------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------


________________________________

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

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


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


------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------



________________________________

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

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


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

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

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


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

--
Drew Barnes
Applications Analyst
Network Resources Dept.
Raymond Walters College
------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090901/3a26a10f/attachment.htm>

From lars at thegler.dk  Tue Sep  1 09:35:44 2009
From: lars at thegler.dk (Lars Thegler)
Date: Tue, 1 Sep 2009 15:35:44 +0200
Subject: [rt-users] Sorting by CustomField
Message-ID: <95a4ccfc0909010635w1596d71dt33ee446a7bbf2e61@mail.gmail.com>

Hi all,

The ability to sort search results by custom fields is great.

However, in this case, we have a numeric custom field, and the default
Ascending sorts '10' before '2'. Any hint on how to specify numerical
instead of alphabetical sort order?

/Lars


From jpierce at cambridgeenergyalliance.org  Tue Sep  1 10:26:58 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 1 Sep 2009 10:26:58 -0400
Subject: [rt-users] Sorting by CustomField
In-Reply-To: <95a4ccfc0909010635w1596d71dt33ee446a7bbf2e61@mail.gmail.com>
References: <95a4ccfc0909010635w1596d71dt33ee446a7bbf2e61@mail.gmail.com>
Message-ID: <be7163f0909010726x6a4e4f41m4f2d3d1c66aa03e0@mail.gmail.com>

> However, in this case, we have a numeric custom field, and the default
> Ascending sorts '10' before '2'. Any hint on how to specify numerical
> instead of alphabetical sort order?

Pack the single digits with a leading zero.


From jlong at messiah.edu  Tue Sep  1 10:30:03 2009
From: jlong at messiah.edu (Jason Long)
Date: Tue, 01 Sep 2009 10:30:03 -0400
Subject: [rt-users] No Ticket Specified?
In-Reply-To: <alpine.BSO.2.00.0908181723390.28613@eacs-pth.engr.ucdavis.edu>
References: <alpine.BSO.2.00.0908181723390.28613@eacs-pth.engr.ucdavis.edu>
Message-ID: <4A9D2FEB.1090503@messiah.edu>

I've been getting this error too, but it occurs when I click "Update 
Ticket" after composing a comment or reply for a ticket. What's 
especially annoying is when I click Back, my comment/reply is no longer 
in the WYSIWYG editor. But if I retype the message and click "Update 
Ticket" again it goes through fine.

I'm disabling the WYSIWYG editor to see if that makes a difference.
Jason


From smcclure at rice.edu  Tue Sep  1 11:59:46 2009
From: smcclure at rice.edu (Susan McClure)
Date: Tue, 01 Sep 2009 10:59:46 -0500
Subject: [rt-users] AT 1.2.4b1 with RT 3.8.4 install fails Can't locate
 object method "ACLEquivalenceObjects" via package
 "RTx::AssetTracker::System"
Message-ID: <4A9D44F2.8030104@rice.edu>

I am installing RT 3.8.4 on RHE Linux 5.  I have added many extensions OK,
but when I try to install Asset Tracker 1.2.4b1, the make install fails  
after
populating AssetTracker database schema with the
error:
======================
> Now populating AssetTracker database schema.
> Creating database schema.
> Done setting up database schema.
> Now inserting AssetTracker database ACLs
> WARNING:  sequence "at_types_id_seq" only supports USAGE, SELECT, and 
> UPDATE privileges
> WARNING:  sequence "at_assets_id_seq" only supports USAGE, SELECT, and 
> UPDATE privileges
> WARNING:  sequence "at_ips_id_seq" only supports USAGE, SELECT, and 
> UPDATE privileges
> WARNING:  sequence "at_ports_id_seq" only supports USAGE, SELECT, and 
> UPDATE privileges
> Done setting up database ACLs.
> Now inserting AssetTracker data
> Creating Superuser  ACL...done.
> [Tue Sep  1 15:54:59 2009] [debug]: About to think about scrips for 
> transaction #98 (/usr/site/rt-3.8/local/lib/RT/Transaction_Overlay.pm:163)
> [Tue Sep  1 15:54:59 2009] [debug]: About to think about scrips for 
> transaction #99 (/usr/site/rt-3.8/local/lib/RT/Transaction_Overlay.pm:163)
> Creating groups...85.86.done.
> [Tue Sep  1 15:54:59 2009] [crit]: Can't locate object method 
> "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at 
> /usr/site/rt-3.8/local/lib/RT/Principal_Overlay.pm line 327, <DATA> 
> line 273. (/usr/site/rt-3.8/local/lib/RT.pm:377)
> Can't locate object method "ACLEquivalenceObjects" via package 
> "RTx::AssetTracker::System" at 
> /usr/site/rt-3.8/local/lib/RT/Principal_Overlay.pm line 327, <DATA> 
> line 273.
> Creating types...make: *** [initdb] Error 255
==========================================

I ran the following for the install:

- export RTHOME=/usr/site/rt-3.8
- export PERL5LIB=/usr/site/postgresql/lib

- ./configure --prefix=/usr/site/rt-3.8 --with-db-type=Pg 
--with-db-admin=postgres --with-db-database=rt38 
--with-rt-local=/usr/site/rt-3.8/local 
--with-rt-localhtml=/usr/site/rt-3.8/share/html 
--with-rt-lib=/usr/site/rt-3.8/local/lib

- make

- make install

I can only find a couple recent Asset Tracker mailing list questions, 
and they just mentioned getting an
installing the new package, 1.2.4b1 and it worked.

Any suggestions??

Thanks,
Susie McClure


From williamsani at hotmail.com  Tue Sep  1 13:12:50 2009
From: williamsani at hotmail.com (William sani)
Date: Tue, 1 Sep 2009 17:12:50 +0000
Subject: [rt-users] (no subject)
Message-ID: <BLU126-W20BB49F48ADFF504E06892A1F10@phx.gbl>


Dear all, 

 

I'm trying to figure out an odd issue with RT. We recently upgraded to 3.8.4, and since then, the messages with any type of attachments (e.g. Excel, Word, PNG...) are no longer parsed properly. I could attach a PNG image to the ticket via Web GUI but not through email correspondence. 

 

Any clues? 

 

Regards,

Will


_________________________________________________________________
Windows Live: Keep your friends up to date with what you do online.
http://windowslive.com/Campaign/SocialNetworking?ocid=PID23285::T:WLMTAGL:ON:WL:en-US:SI_SB_online:082009
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090901/9a36bf1d/attachment.htm>

From kfcrocker at lbl.gov  Tue Sep  1 13:22:46 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 01 Sep 2009 10:22:46 -0700
Subject: [rt-users] Install warning for 3.8.4
Message-ID: <4A9D5866.3000902@lbl.gov>

To List,

In installing 3.8.4, I got the following warnings:

configure: WARNING: you should use --build, --host, --target
configure: WARNING: invalid host type:

Seeing as this is MY first install, can anyone enlighten me on the 
importance of these warnings AND how to correct the problem?

Thanks.

Kenn
LBNL
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090901/a801344e/attachment.htm>

From jpierce at cambridgeenergyalliance.org  Tue Sep  1 13:24:34 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 1 Sep 2009 13:24:34 -0400
Subject: [rt-users] (no subject)
In-Reply-To: <BLU126-W20BB49F48ADFF504E06892A1F10@phx.gbl>
References: <BLU126-W20BB49F48ADFF504E06892A1F10@phx.gbl>
Message-ID: <be7163f0909011024p6be0adf7t2439eb85b2c60aad@mail.gmail.com>

> Any clues?
Yes, search and read the list archives for broken attachments.

Seems you may have missed a step in the upgrade process,
though one cannot be certain without knowing what you upgraded from.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From william.graboyes at theportalgrp.com  Tue Sep  1 14:29:36 2009
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Tue, 1 Sep 2009 11:29:36 -0700
Subject: [rt-users] Issue with scrip.
Message-ID: <8a5c3dac0909011129g70248bf5w3bb6e206e5677bb0@mail.gmail.com>

Hi all,

I am having a strange issue with a script, I was wondering if those who are
a bit more proficient than myself can give me a couple of pointers.

The issue is that sometimes, quite regularly actually, it is printing a date
that is 1 month behind the current date.  this has me very confused, there
are a few that wrote the date properly, (about 17 out of 330).  So with out
further complications, here is a copy of the scrip.

my $CF_Obj = RT::CustomField->new($self->CurrentUser);
> my $cf_name = 'Ticket_resolveDate';
> my ( $sec, $min, $hour, $day, $mon, $year ) = localtime( time );
> my $cf_value = sprintf( '%d-%02d-%02d %02d:%02d:%02d', $year + 1900, $mon,
> $day, $hour, $min, $sec );
> $CF_Obj->LoadByName( Name => $cf_name,);
>    $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" );
>
>
> $CF_Obj->AddValueForObject( Object  => $self->TicketObj,
>                            Content => $cf_value, );
> 1;
>

Thanks in advance,
Bill G.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090901/b7f6205f/attachment.htm>

From falcone at bestpractical.com  Tue Sep  1 14:35:12 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 1 Sep 2009 14:35:12 -0400
Subject: [rt-users] Issue with scrip.
In-Reply-To: <8a5c3dac0909011129g70248bf5w3bb6e206e5677bb0@mail.gmail.com>
References: <8a5c3dac0909011129g70248bf5w3bb6e206e5677bb0@mail.gmail.com>
Message-ID: <20090901183512.GC38597@jibsheet.com>

On Tue, Sep 01, 2009 at 11:29:36AM -0700, William Graboyes wrote:
>    Hi all,
> 
>    I am having a strange issue with a script, I was wondering if those who are a bit more
>    proficient than myself can give me a couple of pointers.
> 
>    The issue is that sometimes, quite regularly actually, it is printing a date that is 1 month
>    behind the current date. this has me very confused, there are a few that wrote the date
>    properly, (about 17 out of 330). So with out further complications, here is a copy of the
>    scrip.

You may want to read 
$ perldoc -f localtime

which explains that $mon is not 1-12

Also, you may want one of the functions from RT::Date rather than
doing it by hand.

-kevin

> 
>      my $CF_Obj = RT::CustomField->new($self->CurrentUser);
>      my $cf_name = 'Ticket_resolveDate';
>      my ( $sec, $min, $hour, $day, $mon, $year ) = localtime( time );
>      my $cf_value = sprintf( '%d-%02d-%02d %02d:%02d:%02d', $year + 1900, $mon, $day, $hour,
>      $min, $sec );
>      $CF_Obj->LoadByName( Name => $cf_name,);
>      $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" );
> 
>      $CF_Obj->AddValueForObject( Object => $self->TicketObj,
>      Content => $cf_value, );
>      1;


From william.graboyes at theportalgrp.com  Tue Sep  1 14:48:53 2009
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Tue, 1 Sep 2009 11:48:53 -0700
Subject: [rt-users] Issue with scrip.
In-Reply-To: <20090901183512.GC38597@jibsheet.com>
References: <8a5c3dac0909011129g70248bf5w3bb6e206e5677bb0@mail.gmail.com>
	<20090901183512.GC38597@jibsheet.com>
Message-ID: <8a5c3dac0909011148o4fcb29c2g36d689662cdfae31@mail.gmail.com>

Hi Kevin,

Thanks for the Quick response.  Is there any good documentation anywhere on
the RT:Date functions? A quick search of the wiki resulted in nothing more
or less, so for the time being, I believe the solution should be something
along the lines of:


     my $CF_Obj = RT::CustomField->new($self->CurrentUser);
     my $cf_name = 'Ticket_resolveDate';
     my ( $sec, $min, $hour, $day, $mon, $year ) = localtime( time );
     my $cf_value = sprintf( '%d-%02d-%02d %02d:%02d:%02d', $year + 1900,
$mon + 1, $day, $hour,
     $min, $sec );
     $CF_Obj->LoadByName( Name => $cf_name,);
     $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n"
);

     $CF_Obj->AddValueForObject( Object => $self->TicketObj,
     Content => $cf_value, );
     1;

Thanks,
Bill G.

On Tue, Sep 1, 2009 at 11:35 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Tue, Sep 01, 2009 at 11:29:36AM -0700, William Graboyes wrote:
> >    Hi all,
> >
> >    I am having a strange issue with a script, I was wondering if those
> who are a bit more
> >    proficient than myself can give me a couple of pointers.
> >
> >    The issue is that sometimes, quite regularly actually, it is printing
> a date that is 1 month
> >    behind the current date. this has me very confused, there are a few
> that wrote the date
> >    properly, (about 17 out of 330). So with out further complications,
> here is a copy of the
> >    scrip.
>
> You may want to read
> $ perldoc -f localtime
>
> which explains that $mon is not 1-12
>
> Also, you may want one of the functions from RT::Date rather than
> doing it by hand.
>
> -kevin
>
> >
> >      my $CF_Obj = RT::CustomField->new($self->CurrentUser);
> >      my $cf_name = 'Ticket_resolveDate';
> >      my ( $sec, $min, $hour, $day, $mon, $year ) = localtime( time );
> >      my $cf_value = sprintf( '%d-%02d-%02d %02d:%02d:%02d', $year + 1900,
> $mon, $day, $hour,
> >      $min, $sec );
> >      $CF_Obj->LoadByName( Name => $cf_name,);
> >      $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name()
> ."\n" );
> >
> >      $CF_Obj->AddValueForObject( Object => $self->TicketObj,
> >      Content => $cf_value, );
> >      1;
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Bill Graboyes
On Assignment At:
Toyota Motor Sales, USA, Inc.
Consumer Portal Delivery
Office: (310) 468-6754
Cell: (714) 515-8312
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090901/1d30a7f9/attachment.htm>

From eric.coleman at re-questinc.com  Tue Sep  1 14:57:52 2009
From: eric.coleman at re-questinc.com (Eric Coleman)
Date: Tue, 1 Sep 2009 13:57:52 -0500
Subject: [rt-users] RT 3.8.4 - Searches using "RT at a glance" via https
	error.
Message-ID: <07d601ca2b36$1b9d1c30$52d75490$@coleman@re-questinc.com>

We recently implemented SSL via our F5 load balancer.  Since the F5 is
handling the SSL encryption and decryption I assumed no changes would be
required for RT/Apache. Everything except actions performed from the "RT at
a glance" tool bar work as expected.  I've tested changing the Web.pm (as
discussed by Ruslan, James and Benno in the "Using https in web interface
results sometimes in "Bad Request"" thread (hardcoded https).  Changing the
Web.pm has stopped the requests from being re-directed to http and the URL
looks correctly formed, just not returning results as expected.

 

Since the original URL/IP is still available I'm able to verify that
searches still work there.  When I search on ticket 260 I see the following
URL return:

http://x.x.x.x:8080/rt/Ticket/Display.html?id=260

 

When I search from the https site I'm seeing this url error:

https://x.abc.com/rt/Search/Simple.html?q=260 

 

I'd appreciate any direction that can be provided.

Thank you,

Eric

 

Versions:

RT Version - 3.8.4

Perl Version - v5.8.5 built for i386-linux-thread-multi

Oracle - 10.2.0.4 - Enterprise Edition

OS - Linux app02.server.com 2.6.9-67.0.0.0.1.ELsmp #1 SMP Sun Nov 18 >
00:23:42 EST 2007 i686 i686 i386 GNU/Linux

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090901/398821c8/attachment.htm>

From falcone at bestpractical.com  Tue Sep  1 15:13:43 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 1 Sep 2009 15:13:43 -0400
Subject: [rt-users] Issue with scrip.
In-Reply-To: <8a5c3dac0909011148o4fcb29c2g36d689662cdfae31@mail.gmail.com>
References: <8a5c3dac0909011129g70248bf5w3bb6e206e5677bb0@mail.gmail.com>
	<20090901183512.GC38597@jibsheet.com>
	<8a5c3dac0909011148o4fcb29c2g36d689662cdfae31@mail.gmail.com>
Message-ID: <20090901191343.GD38597@jibsheet.com>

On Tue, Sep 01, 2009 at 11:48:53AM -0700, William Graboyes wrote:
>    Hi Kevin,
> 
>    Thanks for the Quick response. Is there any good documentation anywhere on the RT:Date
>    functions? A quick search of the wiki resulted in nothing more or less, so for the time being,
>    I believe the solution should be something along the lines of:

perldoc /opt/rt3/lib/RT/Date.pm

-kevin

>    my $CF_Obj = RT::CustomField->new($self->CurrentUser);
>    my $cf_name = 'Ticket_resolveDate';
>    my ( $sec, $min, $hour, $day, $mon, $year ) = localtime( time );
>    my $cf_value = sprintf( '%d-%02d-%02d %02d:%02d:%02d', $year + 1900, $mon + 1, $day, $hour,
>    $min, $sec );
>    $CF_Obj->LoadByName( Name => $cf_name,);
>    $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" );
> 
>    $CF_Obj->AddValueForObject( Object => $self->TicketObj,
>    Content => $cf_value, );
>    1;
>    Thanks,
>    Bill G.
> 
>    On Tue, Sep 1, 2009 at 11:35 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Tue, Sep 01, 2009 at 11:29:36AM -0700, William Graboyes wrote:
>      > Hi all,
>      >
>      > I am having a strange issue with a script, I was wondering if those who are a bit more
>      > proficient than myself can give me a couple of pointers.
>      >
>      > The issue is that sometimes, quite regularly actually, it is printing a date that is 1
>      month
>      > behind the current date. this has me very confused, there are a few that wrote the date
>      > properly, (about 17 out of 330). So with out further complications, here is a copy of the
>      > scrip.
> 
>      You may want to read
>      $ perldoc -f localtime
> 
>      which explains that $mon is not 1-12
> 
>      Also, you may want one of the functions from RT::Date rather than
>      doing it by hand.
> 
>      -kevin
>      >
>      > my $CF_Obj = RT::CustomField->new($self->CurrentUser);
>      > my $cf_name = 'Ticket_resolveDate';
>      > my ( $sec, $min, $hour, $day, $mon, $year ) = localtime( time );
>      > my $cf_value = sprintf( '%d-%02d-%02d %02d:%02d:%02d', $year + 1900, $mon, $day, $hour,
>      > $min, $sec );
>      > $CF_Obj->LoadByName( Name => $cf_name,);
>      > $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" );
>      >
>      > $CF_Obj->AddValueForObject( Object => $self->TicketObj,
>      > Content => $cf_value, );
>      > 1;
>      _______________________________________________
>      [2]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>      Community help: [3]http://wiki.bestpractical.com
>      Commercial support: [4]sales at bestpractical.com
> 
>      Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>      Buy a copy at [5]http://rtbook.bestpractical.com
> 
>    --
>    Bill Graboyes
>    On Assignment At:
>    Toyota Motor Sales, USA, Inc.
>    Consumer Portal Delivery
>    Office: (310) 468-6754
>    Cell: (714) 515-8312
> 
> References
> 
>    Visible links
>    1. mailto:falcone at bestpractical.com
>    2. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>    3. http://wiki.bestpractical.com/
>    4. mailto:sales at bestpractical.com
>    5. 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 vadud3 at gmail.com  Tue Sep  1 21:07:55 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 1 Sep 2009 21:07:55 -0400
Subject: [rt-users] List of user accounts in CLI
In-Reply-To: <a60f25fc0908290755w666e23d3ufee02054d77972f2@mail.gmail.com>
References: <a60f25fc0908281326n74d11247iebe31daf8f05a6f8@mail.gmail.com>
	<a60f25fc0908290755w666e23d3ufee02054d77972f2@mail.gmail.com>
Message-ID: <a60f25fc0909011807w4b3abea4x940e4c154646b454@mail.gmail.com>

On Sat, Aug 29, 2009 at 10:55 AM, Asif Iqbal<vadud3 at gmail.com> wrote:
> On Fri, Aug 28, 2009 at 4:26 PM, Asif Iqbal<vadud3 at gmail.com> wrote:
>> Ho do I get the list of user accounts who can login to RT, from CLI?
>
> I don't have any external auth. All accounts are statically created. So I guess
> I could query the mysql database to get the list of user accounts. But I like to
> to do it using rt cli or may be some other RT way which can be run as a cronjob,

I realized I did not post some of the basic info with my original email

info about my env:

solaris 5.10 sparc on T1000
RT 3.8.2
perl 5.8.8
DBIx::SearchBuilder 1.54
apache 2.2.11
mysql 5.0.75

Thanks

-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From nastlinux at gmail.com  Wed Sep  2 03:07:19 2009
From: nastlinux at gmail.com (nast linux)
Date: Wed, 2 Sep 2009 14:07:19 +0700
Subject: [rt-users] restart apache failled
Message-ID: <5e5450110909020007j7d30ce78h155875cebd9c6a25@mail.gmail.com>

Dear All,

After  installing RT-Authen-ExternalAuth I got error while restarting
apache:

[Thu Sep 03 03:36:17 2009] [error] Can't locate Net/LDAP.pm in @INC (@INC
contains: /opt/rt3/bin/../local/lib
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib
/etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0
/usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
/usr/local/lib/site_perl . /etc/apache2) at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 3.\nBEGIN failed--compilation aborted at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 3.\nCompilation failed in require at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 26.\nBEGIN failed--compilation aborted at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 26.\nCompilation failed in require at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line
3.\nBEGIN failed--compilation aborted at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line
3.\nCompilation failed in require at (eval 161) line 3.\nCompilation failed
in require at /opt/rt3/bin/../lib/RT/Record.pm line 70.\nBEGIN
failed--compilation aborted at /opt/rt3/bin/../lib/RT/Record.pm line
70.\nCompilation failed in require at /opt/rt3/bin/../lib/RT/Attribute.pm
line 72.\nBEGIN failed--compilation aborted at
/opt/rt3/bin/../lib/RT/Attribute.pm line 72.\nCompilation failed in require
at /opt/rt3/bin/../lib/RT/SharedSetting.pm line 67.\nBEGIN
failed--compilation aborted at /opt/rt3/bin/../lib/RT/SharedSetting.pm line
67.\nCompilation failed in require at (eval 105) line 3.\n\t...propagated at
/usr/share/perl/5.10/base.pm line 92.\nBEGIN failed--compilation aborted at
/opt/rt3/bin/../lib/RT/SavedSearch.pm line 69.\nCompilation failed in
require at /opt/rt3/bin/../lib/RT/SavedSearches.pm line 70.\nBEGIN
failed--compilation aborted at /opt/rt3/bin/../lib/RT/SavedSearches.pm line
70.\nCompilation failed in require at
/opt/rt3/bin/../lib/RT/Interface/Web.pm line 68.\nBEGIN failed--compilation
aborted at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 68.\nCompilation
failed in require at /opt/rt3/bin/webmux.pl line 111.\nBEGIN
failed--compilation aborted at /opt/rt3/bin/webmux.pl line 111.\nCompilation
failed in require at (eval 2) line 1.\n
[Thu Sep 03 03:36:17 2009] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server srvrt01:0, exiting...

How to solve this error?

Thanks,
ns
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090902/9523b22c/attachment.htm>

From lists at up-south.com  Wed Sep  2 03:13:18 2009
From: lists at up-south.com (lists at up-south.com)
Date: Wed, 2 Sep 2009 07:13:18 +0000
Subject: [rt-users] restart apache failled
Message-ID: <1215001677-1251875609-cardhu_decombobulator_blackberry.rim.net-1456823978-@bda630.bisx.prod.on.blackberry>

Install Net::LDAP


Sent via BlackBerry from T-Mobile


From lars at thegler.dk  Wed Sep  2 04:55:16 2009
From: lars at thegler.dk (Lars Thegler)
Date: Wed, 2 Sep 2009 10:55:16 +0200
Subject: [rt-users] Sorting by CustomField
In-Reply-To: <be7163f0909010726x6a4e4f41m4f2d3d1c66aa03e0@mail.gmail.com>
References: <95a4ccfc0909010635w1596d71dt33ee446a7bbf2e61@mail.gmail.com>
	<be7163f0909010726x6a4e4f41m4f2d3d1c66aa03e0@mail.gmail.com>
Message-ID: <95a4ccfc0909020155n3f51d178m76f5d1f6a6130c@mail.gmail.com>

On Tue, Sep 1, 2009 at 4:26 PM, Jerrad
Pierce<jpierce at cambridgeenergyalliance.org> wrote:
>> However, in this case, we have a numeric custom field, and the default
>> Ascending sorts '10' before '2'. Any hint on how to specify numerical
>> instead of alphabetical sort order?
>
> Pack the single digits with a leading zero.

Good workaround, but ugly. Also, the length of these numbers is not
upwardly bounded, so I'd have to prepend a lot of zeroes to be sure of
the sorting.

Maybe there's a way to prepend zeros, do the sorting, and the remove
the zeroes before display?

Am I to assume there is not way to specify the sorting, numerical vs
alphabetical?

/Lars


From tariq.doukkali at autoform.de  Wed Sep  2 06:40:36 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Wed, 2 Sep 2009 12:40:36 +0200
Subject: [rt-users] show costom-field in a list of tickets
Message-ID: <192B76E92530564BAAB9DD78BAE565B74125FAE355@chexchange.autoform.com>

 Hello,

i want to display a custom-field value in a ticket's list.

For example: I you click "newst unowned tickets" you get a list of tickets:

------------------------------------------------------------------------
ID         Subjet                         queue             status           Created
-------------------------------------------------------------------------
1             Sub 1                               queue1        open                 22 hours ago
2            Sub2                                queue2        new                  1 hour ago
.......

I want to display also a costumfield:


ID         Subject                     queue             status        Created           Costum_Field_Name
-----------------------------------------------------------------------------------------------------
....                                                                                                                                      Value1
....                                                                                                                                      Value2


Many thanks,
Tariq
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090902/66f3633e/attachment.htm>

From ruslan.zakirov at gmail.com  Wed Sep  2 07:04:52 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 2 Sep 2009 15:04:52 +0400
Subject: [rt-users] Sorting by CustomField
In-Reply-To: <95a4ccfc0909020155n3f51d178m76f5d1f6a6130c@mail.gmail.com>
References: <95a4ccfc0909010635w1596d71dt33ee446a7bbf2e61@mail.gmail.com>
	<be7163f0909010726x6a4e4f41m4f2d3d1c66aa03e0@mail.gmail.com>
	<95a4ccfc0909020155n3f51d178m76f5d1f6a6130c@mail.gmail.com>
Message-ID: <589c94400909020404hbf4bc77t73ca56df41ed1a7c@mail.gmail.com>

On Wed, Sep 2, 2009 at 12:55 PM, Lars Thegler<lars at thegler.dk> wrote:
> On Tue, Sep 1, 2009 at 4:26 PM, Jerrad
> Pierce<jpierce at cambridgeenergyalliance.org> wrote:
>>> However, in this case, we have a numeric custom field, and the default
>>> Ascending sorts '10' before '2'. Any hint on how to specify numerical
>>> instead of alphabetical sort order?
>>
>> Pack the single digits with a leading zero.
>
> Good workaround, but ugly. Also, the length of these numbers is not
> upwardly bounded, so I'd have to prepend a lot of zeroes to be sure of
> the sorting.

Below I suggest two solutions, but both need coding and can not work
for arbitrary long numbers.

> Maybe there's a way to prepend zeros, do the sorting, and the remove
> the zeroes before display?

There is way to append zeroes before storing in DB and strip them
before showing value.

> Am I to assume there is not way to specify the sorting, numerical vs
> alphabetical?

There is way - CAST function.

First solution can store up to 255 digits and sort by them, but using
full length of the field will slow down sorting and DB would be much
bigger. Second solution I like more as it's more proper way to do
this, but number will be limitted by the system(DB, 32bit/64bit).

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

-- 
Best regards, Ruslan.


From kfcrocker at lbl.gov  Wed Sep  2 12:23:56 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 02 Sep 2009 09:23:56 -0700
Subject: [rt-users] Still looking for help with install warning
Message-ID: <4A9E9C1C.3090706@lbl.gov>

To List,

In installing 3.8.4, I got the following warnings:

configure: WARNING: you should use --build, --host, --target
configure: WARNING: invalid host type:

Seeing as this is MY first install, can anyone enlighten me on the 
importance of these warnings AND how to correct the problem?

Thanks.

Kenn
LBNL
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090902/5271f18f/attachment.htm>

From matthewi at wolfram.com  Wed Sep  2 12:41:05 2009
From: matthewi at wolfram.com (Matthew Isaacs)
Date: Wed, 02 Sep 2009 11:41:05 -0500
Subject: [rt-users] attatchments in /tmp
Message-ID: <4A9EA021.7080504@wolfram.com>

I'm running an RT 3.8.4 server and within the past week or two /tmp has 
started filling up with attachements to RT tickets.  Any ideas what 
might be causing this?

Thanks.



From derek.williamson at kingarthurflour.com  Wed Sep  2 12:47:17 2009
From: derek.williamson at kingarthurflour.com (Derek Williamson)
Date: Wed, 2 Sep 2009 12:47:17 -0400
Subject: [rt-users] Custom Field in Queues
Message-ID: <168E3086F15BA14BA5140EA92CED40DD05FAC5E1@lancelot.kaf.kingarthurflour.com>

 My setup is with a new ticket is:

services queue (ticket created) -> department queue -> services queue
(response)

 

If there are custom fields in the department queue, and the ticket is
switched back to service queue, can the department still search based on
the custom field? 

 

-Derek

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090902/eec1951d/attachment.htm>

From jesse at bestpractical.com  Wed Sep  2 13:23:52 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed,  2 Sep 2009 13:23:52 -0400 (EDT)
Subject: [rt-users] Still looking for help with install warning
Message-ID: <b7099vwldpp7ay3kk8m3vd00.1251912223642@email.android.com>

Kenn,
Can you send more of the log of what happens?

"Ken Crocker" <kfcrocker at lbl.gov> wrote:

>To List,
>
>In installing 3.8.4, I got the following warnings:
>
>configure: WARNING: you should use --build, --host, --target
>configure: WARNING: invalid host type:
>
>Seeing as this is MY first install, can anyone enlighten me on the 
>importance of these warnings AND how to correct the problem?
>
>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
--
Sent from my Android phone with K-9. Please excuse my brevity.

From falcone at bestpractical.com  Wed Sep  2 15:07:29 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 2 Sep 2009 15:07:29 -0400
Subject: [rt-users] Still looking for help with install warning
In-Reply-To: <4A9E9C1C.3090706@lbl.gov>
References: <4A9E9C1C.3090706@lbl.gov>
Message-ID: <20090902190729.GE38597@jibsheet.com>

On Wed, Sep 02, 2009 at 09:23:56AM -0700, Ken Crocker wrote:
>    To List,
> 
>    In installing 3.8.4, I got the following warnings:
> 
>    configure: WARNING: you should use --build, --host, --target
>    configure: WARNING: invalid host type:
> 
>    Seeing as this is MY first install, can anyone enlighten me on the importance of these
>    warnings AND how to correct the problem?

What configure line did you use?

-kevin


From kfcrocker at lbl.gov  Wed Sep  2 15:13:17 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 02 Sep 2009 12:13:17 -0700
Subject: [rt-users] Still looking for help with install warning
In-Reply-To: <20090902190729.GE38597@jibsheet.com>
References: <4A9E9C1C.3090706@lbl.gov> <20090902190729.GE38597@jibsheet.com>
Message-ID: <4A9EC3CD.4030206@lbl.gov>

To all,

This is the list of configure statements:

        --prefix=/opt/rt3 \
        --with-GD=yes \
        --with-GRAPHVIZ=yes \
        --with-web-handler=LIST \
        --with-bin-owner=rt \
        --with-libs-owner=rt \
        --with-libs-group=rt \
        --with-db-type=Oracle \
        --with-db-host=luther \
        --with-db-port=1521 \
        --with-db-rt-host=luther \
        --with-db-dba=rtadm \
        --with-db-database=rtdev \
        --with-db-rt-user=rtadm \
        --with-db-rt-pass=tsgdev#1 \
        --with-web-user=rt \
        --with-web-group=rt \
        --with-rt-group=rt \
        --with-my-user-group \
        --with-apachectl \


Jesse, I didn't run it, my Unix guy did and all he sent me was the 
warnings I posted. Perhaps my list of configure statements is wrong.

Kenn
LBNL

On 9/2/2009 12:07 PM, Kevin Falcone wrote:
> On Wed, Sep 02, 2009 at 09:23:56AM -0700, Ken Crocker wrote:
>   
>>    To List,
>>
>>    In installing 3.8.4, I got the following warnings:
>>
>>    configure: WARNING: you should use --build, --host, --target
>>    configure: WARNING: invalid host type:
>>
>>    Seeing as this is MY first install, can anyone enlighten me on the importance of these
>>    warnings AND how to correct the problem?
>>     
>
> What configure line did you use?
>
> -kevin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090902/0872076a/attachment.htm>

From uyhis at yahoo.com  Wed Sep  2 15:20:20 2009
From: uyhis at yahoo.com (Ben)
Date: Wed, 2 Sep 2009 12:20:20 -0700 (PDT)
Subject: [rt-users] RT::Authen::ExternalAuth error
Message-ID: <90633.29939.qm@web36902.mail.mud.yahoo.com>

Hi, All,
?
I have errors with RT 3.6.5 and RT-Authen-ExternalAuth-0.05 on my centos box.
following are error messages:
[Tue Sep? 1 23:39:32 2009] [critical]: RT::User::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:1056)
[Tue Sep? 1 23:39:32 2009] [critical]: RT::User::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:1056)

?
And my configuration:
?
Set( @Plugins, qw(RT::Authen::ExternalAuth) ); 
Set($ExternalAuthPriority,? [?? 'My_LDAP' ]);
Set($ExternalInfoPriority,? [? 'My_LDAP' ]);

Set($ExternalServiceUsesSSLorTLS,??? 0);
Set($AutoCreateNonExternalUsers,??? 0);
Set($ExternalSettings,????? {???
??????????????????????????????? 'My_LDAP'?????? =>? {???
???????????????????????????????????? 'type'=>'ldap',
???????????????????????????????????? 'auth'=>1,
???????????????????????????????????? 'info'=>? 1,
???????????????????????????????????? 'server'=>? 'tldap01.smith.com',
???????????????????????????????????? 'user'????????????????????? =>? 'rt3',
???????????????????????????????????? 'pass'??????????????????? =>? 'mypassword',
???????????????????????????????????? 'base'=> 'ou=people,dc=smith,dc=com',
???????????????????????????????????? 'filter'=>? '(objectClass=person)',
???????????????????????????????????? 'd_filter'????????????????? =>? '(userAccountControl:1.2.840.113556.1.4.803:=2)',
??????????????????????????????????????????????????????? 'tls'?????????????????????? =>? 0,
??????????????????????????????????????????????????????? 'net_ldap_args'???????????? => [??? version =>? 3?? ],
?????????????????????????????????????????????????????? # 'group'???????????????????? =>? 'GROUP_NAME',
?????????????????????????????????????????????????????? # 'group_attr'??????????????? =>? 'GROUP_ATTR',
??????????????????????????????????????????????????????? 'attr_match_list'?????????? => [??? 'Name',
??????????????????????????????????????????????????????????????????????????????????????????? 'EmailAddress', 
??????????????????????????????????????????????????????????????????????????????????????????? 'RealName',
??????????????????????????????????????????????????????????????????????????????????????????? 'WorkPhone', 
??????????????????????????????????????????????????????????????????????????????????????????? 'Address2'
??????????????????????????????????????????????????????????????????????????????????????? ],
??????????????????????????????????????????????????????? 'attr_map'????????????????? =>? {?? 'Name' => 'sAMAccountName',
??????????????????????????????????????????????????????????????????????????????????????????? 'EmailAddress' => 'mail',
??????????????????????????????????????????????????????????????????????????????????????????? 'Organization' => 'physicalDeliveryOfficeName',
??????????????????????????????????????????????????????????????????????????????????????????? 'RealName' => 'cn',
??????????????????????????????????????????????????????????????????????????????????????????? 'ExternalAuthId' => 'sAMAccountName',
??????????????????????????????????????????????????????????????????????????????????????????? 'Gecos' => 'sAMAccountName',
??????????????????????????????????????????????????????????????????????????????????????????? 'WorkPhone' => 'telephoneNumber',
??????????????????????????????????????????????????????????????????????????????????????????? 'Address1' => 'streetAddress',
??????????????????????????????????????????????????????????????????????????????????????????? 'City' => 'l',
??????????????????????????????????????????????????????????????????????????????????????????? 'State' => 'st',
??????????????????????????????????????????????????????????????????????????????????????????? 'Zip' => 'postalCode',
??????????????????????????????????????????????????????????????????????????????????????????? 'Country' => 'co'
??????????????????????????????????????????????????????????????????????????????????????? }
??????????????????????????????????????????????????? }
??????????????????????????????? }
?
?
Am I doing soething wrong? 
?
Thanks, Please advise.
?
?
Regards,
Ben


      
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090902/74d69e61/attachment.htm>

From Michael_Ellis at UManitoba.CA  Wed Sep  2 18:00:33 2009
From: Michael_Ellis at UManitoba.CA (Michael Ellis)
Date: Wed, 2 Sep 2009 17:00:33 -0500
Subject: [rt-users] RT::Authen::ExternalAuth error
In-Reply-To: <90633.29939.qm@web36902.mail.mud.yahoo.com>
References: <90633.29939.qm@web36902.mail.mud.yahoo.com>
Message-ID: <005901ca2c18$cea94f00$6bfbed00$@CA>

Hi Ben,

 

Barring things like the user not being authorized, or your base being
incorrect, try limiting your attr_map down to just the essentials. I got
errors trying to map things that I thought should work just fine. I can't
remember what error I got, but it wasn't descriptive and it caused a
complete failure of the process.

 

-Mike

 

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben
Sent: September-02-09 2:20 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT::Authen::ExternalAuth error

 


Hi, All,

 

I have errors with RT 3.6.5 and RT-Authen-ExternalAuth-0.05 on my centos
box.

following are error messages:

[Tue Sep  1 23:39:32 2009] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_DN_SYNTAX 34
(/usr/local/lib/rt3/lib/RT/User_Vendor.pm:1056)
[Tue Sep  1 23:39:32 2009] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_DN_SYNTAX 34
(/usr/local/lib/rt3/lib/RT/User_Vendor.pm:1056)

 

And my configuration:

 

Set( @Plugins, qw(RT::Authen::ExternalAuth) ); 
Set($ExternalAuthPriority,  [   'My_LDAP' ]);
Set($ExternalInfoPriority,  [  'My_LDAP' ]);


Set($ExternalServiceUsesSSLorTLS,    0);
Set($AutoCreateNonExternalUsers,    0);

Set($ExternalSettings,      {   
                                'My_LDAP'       =>  {   
                                     'type'=>'ldap',
                                     'auth'=>1,
                                     'info'=>  1,
                                     'server'=>  '
<http://tldap01.smith.com/> tldap01.smith.com',
                                     'user'                      =>  'rt3',
                                     'pass'                    =>
'mypassword',
                                     'base'=> 'ou=people,dc=smith,dc=com',

                                     'filter'=>  '(objectClass=person)',
                                     'd_filter'                  =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
                                                        'tls'
=>  0,
                                                        'net_ldap_args'
=> [    version =>  3   ],
                                                       # 'group'
=>  'GROUP_NAME',
                                                       # 'group_attr'
=>  'GROUP_ATTR',
                                                        'attr_match_list'
=> [    'Name',
 
'EmailAddress', 
 
'RealName',
 
'WorkPhone', 
 
'Address2'
 
],
                                                        'attr_map'
=>  {   'Name' => 'sAMAccountName',
 
'EmailAddress' => 'mail',
 
'Organization' => 'physicalDeliveryOfficeName',
 
'RealName' => 'cn',
 
'ExternalAuthId' => 'sAMAccountName',
 
'Gecos' => 'sAMAccountName',
 
'WorkPhone' => 'telephoneNumber',
 
'Address1' => 'streetAddress',
 
'City' => 'l',
 
'State' => 'st',
 
'Zip' => 'postalCode',
 
'Country' => 'co'
 
}
                                                    }
                                }

 

 

Am I doing soething wrong? 

 

Thanks, Please advise.

 

 

Regards,

Ben

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090902/32bf5b3f/attachment.htm>

From mike.peachey at jennic.com  Wed Sep  2 17:55:41 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 02 Sep 2009 22:55:41 +0100
Subject: [rt-users] RT::Authen::ExternalAuth error
In-Reply-To: <90633.29939.qm@web36902.mail.mud.yahoo.com>
References: <90633.29939.qm@web36902.mail.mud.yahoo.com>
Message-ID: <4A9EE9DD.40807@jennic.com>

Ben wrote:
> Hi, All,
>  
> I have errors with RT 3.6.5 and RT-Authen-ExternalAuth-0.05 on my centos 
> box.
> following are error messages:
> [Tue Sep  1 23:39:32 2009] [critical]: RT::User::_GetBoundLdapObj Can't 
> bind: LDAP_INVALID_DN_SYNTAX 34 
> (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:1056)
> [Tue Sep  1 23:39:32 2009] [critical]: RT::User::_GetBoundLdapObj Can't 
> bind: LDAP_INVALID_DN_SYNTAX 34 

The error is clear. You cannot bind to the server (Can't bind). The 
reason is that the username's DN Syntax is invalid 
(LDAP_INVALID_DN_SYNTAX 34).

Use the valid DN Syntax for your LDAP server:

> 'user'                      =>  'rt3',
 > 'user'                      =>  'cn=rt3,ou=People,dc=smith,dc=com',

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From uyhis at yahoo.com  Wed Sep  2 18:54:48 2009
From: uyhis at yahoo.com (Ben)
Date: Wed, 2 Sep 2009 15:54:48 -0700 (PDT)
Subject: [rt-users] RT::Authen::ExternalAuth error
In-Reply-To: <005901ca2c18$cea94f00$6bfbed00$@CA>
Message-ID: <870105.11251.qm@web36901.mail.mud.yahoo.com>

Hi, Mike,
?
Thanks, I tried your suggestions, base should be correct, because we have other service also using this ldap server. I limmted attr_map to just email and externalAuthId, it still gave same error message.
Following are are detailed debug information.
?
Thanks and Regards,
?
Ben
?
[Wed Sep? 2 22:47:45 2009] [critical]: RT::User::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:1056)
[Wed Sep? 2 22:47:45 2009] [debug]: RT::User::IsExternalPassword Trying External authentication (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:52)
[Wed Sep? 2 22:47:45 2009] [debug]: Attempting to use external auth service: My_LDAP (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:63)
[Wed Sep? 2 22:47:45 2009] [critical]: RT::User::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:1056)
[Wed Sep? 2 22:47:45 2009] [info]: RT::User::IsExternalPassword External Auth Failed: yhuang (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:294)
[Wed Sep? 2 22:47:45 2009] [debug]: RT::User::IsPassword External auth FAILED (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:360)
[Wed Sep? 2 22:47:45 2009] [info]: RT::User::IsInternalPassword AUTH FAILED:?ben (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:331)
[Wed Sep? 2 22:47:45 2009] [debug]: RT::User::IsPassword Internal auth FAILED (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:366)
[Wed Sep? 2 22:47:45 2009] [error]: FAILED LOGIN for?ben from 10.64.16.119 (/usr/share/rt3/html/autohandler:251)

--- On Wed, 9/2/09, Michael Ellis <Michael_Ellis at umanitoba.ca> wrote:


From: Michael Ellis <Michael_Ellis at umanitoba.ca>
Subject: RE: [rt-users] RT::Authen::ExternalAuth error
To: "'Ben'" <uyhis at yahoo.com>, rt-users at lists.bestpractical.com
Date: Wednesday, September 2, 2009, 5:00 PM








Hi Ben,
?
Barring things like the user not being authorized, or your base being incorrect, try limiting your attr_map down to just the essentials. I got errors trying to map things that I thought should work just fine. I can?t remember what error I got, but it wasn?t descriptive and it caused a complete failure of the process.
?
-Mike
?
?

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben
Sent: September-02-09 2:20 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT::Authen::ExternalAuth error
?





Hi, All,

?

I have errors with RT 3.6.5 and RT-Authen-ExternalAuth-0.05 on my centos box.

following are error messages:

[Tue Sep? 1 23:39:32 2009] [critical]: RT::User::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:1056)
[Tue Sep? 1 23:39:32 2009] [critical]: RT::User::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:1056)

?

And my configuration:

?

Set( @Plugins, qw(RT::Authen::ExternalAuth) ); 
Set($ExternalAuthPriority,? [?? 'My_LDAP' ]);
Set($ExternalInfoPriority,? [? 'My_LDAP' ]);


Set($ExternalServiceUsesSSLorTLS,??? 0);
Set($AutoCreateNonExternalUsers,??? 0);

Set($ExternalSettings,????? {???
??????????????????????????????? 'My_LDAP'?????? =>? {???
???????????????????????????????????? 'type'=>'ldap',
???????????????????????????????????? 'auth'=>1,
???????????????????????????????????? 'info'=>? 1,
???????????????????????????????????? 'server'=>? 'tldap01.smith.com',
???????????????????????????????????? 'user'????????????????????? =>? 'rt3',
???????????????????????????????????? 'pass'??????????????????? =>? 'mypassword',
???????????????????????????????????? 'base'=> 'ou=people,dc=smith,dc=com',

???????????????????????????????????? 'filter'=>? '(objectClass=person)',
???????????????????????????????????? 'd_filter'????????????????? =>? '(userAccountControl:1.2.840.113556.1.4.803:=2)',
??????????????????????????????????????????????????????? 'tls'?????????????????????? =>? 0,
??????????????????????????????????????????????????????? 'net_ldap_args'???????????? => [??? version =>? 3?? ],
?????????????????????????????????????????????????????? # 'group'???????????????????? =>? 'GROUP_NAME',
?????????????????????????????????????????????????????? # 'group_attr'??????????????? =>? 'GROUP_ATTR',
??????????????????????????????????????????????????????? 'attr_match_list'?????????? => [??? 'Name',
??????????????????????????????????????????????????????????????????????????????????????????? 'EmailAddress', 
??????????????????????????????????????????????????????????????????????????????????????????? 'RealName',
??????????????????????????????????????????????????????????????????????????????????????????? 'WorkPhone', 
??????????????????????????????????????????????????????????????????????????????????????????? 'Address2'
??????????????????????????????????????????????????????????????????????????????????????? ],
??????????????????????????????????????????????????????? 'attr_map'????????????????? =>? {?? 'Name' => 'sAMAccountName',
??????????????????????????????????????????????????????????????????????????????????????????? 'EmailAddress' => 'mail',
??????????????????????????????????????????????????????????????????????????????????????????? 'Organization' => 'physicalDeliveryOfficeName',
??????????????????????????????????????????????????????????????????????????????????????????? 'RealName' => 'cn',
??????????????????????????????????????????????????????????????????????????????????????????? 'ExternalAuthId' => 'sAMAccountName',
??????????????????????????????????????????????????????????????????????????????????????????? 'Gecos' => 'sAMAccountName',
??????????????????????????????????????????????????????????????????????????????????????????? 'WorkPhone' => 'telephoneNumber',
??????????????????????????????????????????????????????????????????????????????????????????? 'Address1' => 'streetAddress',
??????????????????????????????????????????????????????????????????????????????????????????? 'City' => 'l',
??????????????????????????????????????????????????????????????????????????????????????????? 'State' => 'st',
??????????????????????????????????????????????????????????????????????????????????????????? 'Zip' => 'postalCode',
??????????????????????????????????????????????????????????????????????????????????????????? 'Country' => 'co'
??????????????????????????????????????????????????????????????????????????????????????? }
??????????????????????????????????????????????????? }
??????????????????????????????? }

?

?

Am I doing soething wrong? 

?

Thanks, Please advise.

?

?

Regards,

Ben
?


      
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090902/dbb6e1fd/attachment.htm>

From uyhis at yahoo.com  Wed Sep  2 19:09:17 2009
From: uyhis at yahoo.com (Ben)
Date: Wed, 2 Sep 2009 16:09:17 -0700 (PDT)
Subject: [rt-users] RT::Authen::ExternalAuth error
In-Reply-To: <4A9EE9DD.40807@jennic.com>
Message-ID: <891487.40470.qm@web36902.mail.mud.yahoo.com>

Thanks, Mike.
?
This solves part of my problems, but you gave me the direction to make it work.
?
Regards,

Ben

--- On Wed, 9/2/09, Mike Peachey <mike.peachey at jennic.com> wrote:


From: Mike Peachey <mike.peachey at jennic.com>
Subject: Re: [rt-users] RT::Authen::ExternalAuth error
To: "Ben" <uyhis at yahoo.com>, rt-users at lists.bestpractical.com
Date: Wednesday, September 2, 2009, 4:55 PM


Ben wrote:
> Hi, All,
>? I have errors with RT 3.6.5 and RT-Authen-ExternalAuth-0.05 on my centos box.
> following are error messages:
> [Tue Sep? 1 23:39:32 2009] [critical]: RT::User::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/usr/local/lib/rt3/lib/RT/User_Vendor.pm:1056)
> [Tue Sep? 1 23:39:32 2009] [critical]: RT::User::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 

The error is clear. You cannot bind to the server (Can't bind). The reason is that the username's DN Syntax is invalid (LDAP_INVALID_DN_SYNTAX 34).

Use the valid DN Syntax for your LDAP server:

> 'user'? ? ? ? ? ? ? ? ? ? ? =>? 'rt3',
> 'user'? ? ? ? ? ? ? ? ? ? ? =>? 'cn=rt3,ou=People,dc=smith,dc=com',

-- Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________



      
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090902/5b424332/attachment.htm>

From rt at northpb.com  Wed Sep  2 22:06:21 2009
From: rt at northpb.com (Dan O'Neill)
Date: Wed, 02 Sep 2009 19:06:21 -0700
Subject: [rt-users] RT 3.8.4 bug when adding Fcntl perl module
In-Reply-To: <498A11E0.4040505@northpb.com>
References: <49878A65.4070002@northpb.com>
	<4988E692.5040208@northpb.com>	<C73CE12E0E2E6D4AA8C97475050023A60FEA04AEC9@proserpine.paragon.crypticstudios.com>	<4989DFC6.1030201@northpb.com>	<C73CE12E0E2E6D4AA8C97475050023A60FEA04AECB@proserpine.paragon.crypticstudios.com>
	<498A11E0.4040505@northpb.com>
Message-ID: <4A9F249D.1070600@northpb.com>

Version:  3.8.4
OS:       Fedora release 11
Perl:     Perl v5.10.0 under linux
Fcntl:    Fcntl v1.06;

This demo.pl program generates errors when "use Fcntl;" is included and 
otherwise works as expected.

a. Can someone replicate this error?
b. Any ideas about a solution?

Thanks,

dano

--- debug.pl ---

#!/usr/bin/perl
use lib qw(/mp3/tools/rt/lib);
use lib qw(/mp3/tools/rt/local/lib);

# Request Tracker API
use RT;
use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc);

use Fcntl;   # uncommented -> errors, commented -> no errors

CleanEnv();
RT::LoadConfig();
RT::Init();

print "1. hello world\n";

my $CurrentUser = GetCurrentUser();

print "2. hello world\n";

---

Here is a partial error text:

Use of uninitialized value $name in concatenation (.) or string at 
/mp3/tools/rt/lib/RT/Config.pm line 666.
Use of uninitialized value $name in hash element at 
/mp3/tools/rt/lib/RT/Config.pm line 668.
Couldn't load RT config file RT_SiteConfig.pm:

Not a SCALAR reference at /mp3/tools/rt/lib/RT/Config.pm line 709.
Compilation failed in require at /mp3/tools/rt/lib/RT/Config.pm line 516.



From tariq.doukkali at autoform.de  Thu Sep  3 02:10:53 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Thu, 3 Sep 2009 08:10:53 +0200
Subject: [rt-users] display a custom-field value in a ticket's list
Message-ID: <192B76E92530564BAAB9DD78BAE565B74125FAE4B3@chexchange.autoform.com>

 Hello,

I want display a custom-field value in a ticket's list.

For example: If you click "newst unowned tickets" you get a list of tickets:

------------------------------------------------------------------------
ID         Subjet                         queue             status           Created
-------------------------------------------------------------------------
1             Sub 1                               queue1        open                 22 hours ago
2            Sub2                                queue2        new                  1 hour ago
.......

I want display also a costumfield:


ID         Subject                     queue             status        Created           Costum_Field_Name
-----------------------------------------------------------------------------------------------------
....                                                                                                                                      Value1
....                                                                                                                                      Value2

Many Thanks

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090903/e9ce9fc4/attachment.htm>

From natxo.asenjo at gmail.com  Thu Sep  3 03:25:38 2009
From: natxo.asenjo at gmail.com (Natxo Asenjo)
Date: Thu, 3 Sep 2009 09:25:38 +0200
Subject: [rt-users] AT 1.2.4b1 with RT 3.8.4 install fails Can't locate
	object method "ACLEquivalenceObjects" via package
	"RTx::AssetTracker::System"
In-Reply-To: <4A9D44F2.8030104@rice.edu>
References: <4A9D44F2.8030104@rice.edu>
Message-ID: <90f6e8270909030025w55838417v5ba4be9e9b09ab20@mail.gmail.com>

hi,
I have been documenting my findings with AT and this problem is solved like
this:

Creating types...[Tue Jul 21 19:51:34 2009] [crit]: Can't locate object
method
"ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at
/opt/rt3/lib/RT/Principal_Overlay.pm line 327, <SCHEMA> line 78.
(/opt/rt3/lib/RT.pm:377)
Can't locate object method "ACLEquivalenceObjects" via package
"RTx::AssetTracker::System" at /opt/rt3/lib/RT/Principal_Overlay.pm line
327,
<SCHEMA> line 78.
make: *** [initdb] Error 255

What we need is to edit this file:
/opt/rt3/local/lib/RTx/AssetTracker/System.pm

replace /opt/rt3/local/ with your path for rt-local during the configure
step.

Add at the end of the file, but right before the last line that only has '1'
in it, this line:

sub ACLEquivalenceObjects { return () };

-- 
Groeten,
J.Asenjo
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090903/d37d6a1e/attachment.htm>

From banatara at hcl.in  Thu Sep  3 08:22:21 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Thu, 3 Sep 2009 17:52:21 +0530
Subject: [rt-users] Mail Alias Setup
Message-ID: <A484C41ED64DD344B05F95481D90681A192F2E5587@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Hi,

I need some help in understanding the line for mail alias setup.  I understand that when a mail is sent to the id rt, it gets redirected to the members specified in the second column.  I am not sure why this gets redirected and why the | is used in here.

rt: "|/etc/smrsh/rt-mailgate --queue 'general' --action correspond --url !http://<rt3-host>/"

Thanks,
Baskar N


DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

-----------------------------------------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090903/c12d5311/attachment.htm>

From odhiambo at gmail.com  Thu Sep  3 08:38:24 2009
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Thu, 3 Sep 2009 15:38:24 +0300
Subject: [rt-users] Mail Alias Setup
In-Reply-To: <A484C41ED64DD344B05F95481D90681A192F2E5587@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
References: <A484C41ED64DD344B05F95481D90681A192F2E5587@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
Message-ID: <991123400909030538n487c8bedtc830ed059e946dcd@mail.gmail.com>

On Thu, Sep 3, 2009 at 3:22 PM, Baskaraganesan Natarajan <banatara at hcl.in>wrote:

>  Hi,
>
>
>
> I need some help in understanding the line for mail alias setup.  I
> understand that when a mail is sent to the id rt, it gets redirected to the
> members specified in the second column.  I am not sure why this gets
> redirected and why the | is used in here.
>
>
>
> rt: "|/etc/smrsh/rt-mailgate --queue 'general' --action correspond --url
> !http://<rt3-host>/"
>
>
>
The "|" is a pipe.

And you don't need the "!" before yout http in that line.

What documentation is this you are reading?


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"If you have nothing good to say about someone, just shut up!."
              -- Lucky Dube
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090903/c3185714/attachment.htm>

From banatara at hcl.in  Thu Sep  3 08:58:53 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Thu, 3 Sep 2009 18:28:53 +0530
Subject: [rt-users] Mail Alias Setup
In-Reply-To: <991123400909030538n487c8bedtc830ed059e946dcd@mail.gmail.com>
References: <A484C41ED64DD344B05F95481D90681A192F2E5587@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<991123400909030538n487c8bedtc830ed059e946dcd@mail.gmail.com>
Message-ID: <A484C41ED64DD344B05F95481D90681A192F2E55C2@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Thanks much for the reply.  I am looking at the documentation at http://wiki.bestpractical.com/view/FedoraCore9InstallGuide. Can you please explain what this line mean.  I understand that "rt" is a mailer alias and any mail sent to rt in this server will be sent to user in the second column.

Thanks,
Baskar N

________________________________
From: Odhiambo Washington [mailto:odhiambo at gmail.com]
Sent: Thursday, September 03, 2009 6:08 PM
To: Baskaraganesan Natarajan
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Mail Alias Setup


On Thu, Sep 3, 2009 at 3:22 PM, Baskaraganesan Natarajan <banatara at hcl.in<mailto:banatara at hcl.in>> wrote:

Hi,



I need some help in understanding the line for mail alias setup.  I understand that when a mail is sent to the id rt, it gets redirected to the members specified in the second column.  I am not sure why this gets redirected and why the | is used in here.



rt: "|/etc/smrsh/rt-mailgate --queue 'general' --action correspond --url !http://<rt3-host>/"


The "|" is a pipe.

And you don't need the "!" before yout http in that line.

What documentation is this you are reading?

--
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"If you have nothing good to say about someone, just shut up!."
              -- Lucky Dube

DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

-----------------------------------------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090903/ea92a0dc/attachment.htm>

From joe.hartley at retailsolutions.com  Thu Sep  3 09:37:40 2009
From: joe.hartley at retailsolutions.com (Joe Hartley)
Date: Thu, 3 Sep 2009 06:37:40 -0700
Subject: [rt-users] Mail Alias Setup
In-Reply-To: <A484C41ED64DD344B05F95481D90681A192F2E55C2@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
References: <A484C41ED64DD344B05F95481D90681A192F2E5587@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN><991123400909030538n487c8bedtc830ed059e946dcd@mail.gmail.com>
	<A484C41ED64DD344B05F95481D90681A192F2E55C2@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
Message-ID: <580CB599E684764C84C5CCFA64A929B402A6B234@EXVBE011-2.exch011.intermedia.net>

Baskaraganesan Natarajan writes:
> rt: "|/etc/smrsh/rt-mailgate --queue 'general' --action correspond --url http://<rt3-host>/"
> 
> Can you please explain what this line mean.  I understand that ?rt? is a 
> mailer alias and any mail sent to rt in this server will be sent to user 
> in the second column.

The pipe in a UNIX shell takes the output from a program or process and 
sends it to be the input of another.

When the second half of an alias begins with a pipe, it takes the output
from sendmail (the email message) and pipes it to the command listed in
the alias to be used as that program's input - in this case, the 
rt-mailgate program.  



--
Joe Hartley | Sr. Linux SysAdmin
Retail Solutions, Inc.
40 Sharpe Drive
Cranston, RI 02920
joe.hartley at retailsolutions.com 
+1 401.824.5040 (o) | +1 401.824.5002 (f)

?

From jpierce at cambridgeenergyalliance.org  Thu Sep  3 09:53:23 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 3 Sep 2009 09:53:23 -0400
Subject: [rt-users] attatchments in /tmp
In-Reply-To: <4A9EA021.7080504@wolfram.com>
References: <4A9EA021.7080504@wolfram.com>
Message-ID: <be7163f0909030653k3d60732lffd4c2c5a23b4023@mail.gmail.com>

On Wed, Sep 2, 2009 at 12:41, Matthew Isaacs<matthewi at wolfram.com> wrote:
> I'm running an RT 3.8.4 server and within the past week or two /tmp has
> started filling up with attachements to RT tickets. ?Any ideas what
> might be causing this?
Please read recent list archives for your answer.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From testwreq at gmail.com  Thu Sep  3 13:29:26 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Thu, 3 Sep 2009 13:29:26 -0400
Subject: [rt-users] Conditions in a template?
Message-ID: <a0c34f0a0909031029v5b8a7bcata30e8e804ac698c4@mail.gmail.com>

Dear RT Gurus,

We have created cusomized "Auto Reply" templates for all the queues, that
overwrites the "Global Auto Reply" template. I am wondering if anyone know
of any documentation on customizing template with conditions?



Basically, the first few lines of my customized template is assigning a
owner 'A' to the queue, and it does not record the transaction.



This is fine when the request is generated via email. However, we are coming
accross a situation where users are generating request using the 'Ticket
Create Option' of the interface and want to assign the ticket to another
staff member.. i.e. oweber 'B'. The users are able to select owner "B" from
the interface, but because of our customized template, the owner is written
back as "A".



Is there a condition that I can use to check the previous value of "owner"

prior to assigning owner "B"?



For Eaxmple, check if Field=>'owner' has a value,

  if yes, keep the same value and set RecordTransaction=>0,  ELSE

    give the value as 'B'  and set RecordTransaction=>0





Any suggestions/hlp will be appreciated. Regards rq.

============= END ===========



{

### assigns owner but doesn't record transaction ### Note that $owner needs
to be the RT id for the owner object, ### not a name or e-mail address.

my $owner = '22';

$Ticket->_Set(Field=>'Owner', Value=>$owner, RecordTransaction=>0); $OUT .=
""; }

Subject: AutoReply: {$Ticket->Subject}



This message has been automatically generated in response to the creation of
a trouble ticket regarding:

{

  if ($Ticket->Subject() eq '') {

      $OUT .= "                 No Subject";

}

}

      { $Ticket->Subject() }



A summary of which ...

===================

{$Transaction->Content()}
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090903/f2588abc/attachment.htm>

From kfcrocker at lbl.gov  Thu Sep  3 13:36:47 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 03 Sep 2009 10:36:47 -0700
Subject: [rt-users] Conditions in a template?
In-Reply-To: <a0c34f0a0909031029v5b8a7bcata30e8e804ac698c4@mail.gmail.com>
References: <a0c34f0a0909031029v5b8a7bcata30e8e804ac698c4@mail.gmail.com>
Message-ID: <4A9FFEAF.5040608@lbl.gov>

testwreq,

Sounds to me like you might be better off creating your own "On Create 
Set Owner" scrip and in that scrip select a template that just gives out 
the results. That way you can code /your/ conditions to check current 
owner /before/ you modify it and send out the Email.

Kenn
LBNL

On 9/3/2009 10:29 AM, testwreq wreq wrote:
>
>  
>
> Dear RT Gurus,
>
> We have created cusomized "Auto Reply" templates for all the queues, 
> that overwrites the "Global Auto Reply" template. I am wondering if 
> anyone know of any documentation on customizing template with conditions?
>
>  
>
> Basically, the first few lines of my customized template is assigning 
> a owner 'A' to the queue, and it does not record the transaction.
>
>  
>
> This is fine when the request is generated via email. However, we are 
> coming accross a situation where users are generating request using 
> the 'Ticket Create Option' of the interface and want to assign the 
> ticket to another staff member.. i.e. oweber 'B'. The users are able 
> to select owner "B" from the interface, but because of our customized 
> template, the owner is written back as "A".
>
>  
>
> Is there a condition that I can use to check the previous value of "owner"
>
> prior to assigning owner "B"?
>
>  
>
> For Eaxmple, check if Field=>'owner' has a value,
>
>   if yes, keep the same value and set RecordTransaction=>0,  ELSE
>
>     give the value as 'B'  and set RecordTransaction=>0
>
>  
>
>  
>
> Any suggestions/hlp will be appreciated. Regards rq.
>
> ============= END ===========
>
>  
>
> {
>
> ### assigns owner but doesn't record transaction ### Note that $owner 
> needs to be the RT id for the owner object, ### not a name or e-mail 
> address.
>
> my $owner = '22';
>
> $Ticket->_Set(Field=>'Owner', Value=>$owner, RecordTransaction=>0); 
> $OUT .= ""; }
>
> Subject: AutoReply: {$Ticket->Subject}
>
>  
>
> This message has been automatically generated in response to the 
> creation of a trouble ticket regarding:
>
> {
>
>   if ($Ticket->Subject() eq '') {
>
>       $OUT .= "                 No Subject";
>
> }
>
> }
>
>       { $Ticket->Subject() }
>
>  
>
> A summary of which ...
>
> ===================
>
> {$Transaction->Content()}
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090903/50e4f61e/attachment.htm>

From gleduc at mail.sdsu.edu  Thu Sep  3 14:07:16 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 03 Sep 2009 11:07:16 -0700
Subject: [rt-users] Conditions in a template?
In-Reply-To: <a0c34f0a0909031029v5b8a7bcata30e8e804ac698c4@mail.gmail.com>
References: <a0c34f0a0909031029v5b8a7bcata30e8e804ac698c4@mail.gmail.com>
Message-ID: <4AA005D4.6000202@mail.sdsu.edu>

Assuming that your auto-reply template is getting control via an 
on-create scrip, the owner has already been set to B before your code 
runs in the template (I think RT assigns everything before the on-create 
transaction is recorded).  In your template code you can check the 
current value of Owner and, if it is Nobody or null, set it to A (and 
don't do anything if it is something else).  Something like
if ( $Ticket->Owner && $Ticket->Owner->Id == 10 ) { ### set owner to A }

To be more portable, you might want to compare to the actual Id() of the 
"Nobody" user rather than hard-code in "10".  On my 3.6.3 system, 
"Nobody" is 10.

Regards,
Gene

testwreq wreq wrote:
>  
> 
> Dear RT Gurus,
> 
> We have created cusomized "Auto Reply" templates for all the queues, 
> that overwrites the "Global Auto Reply" template. I am wondering if 
> anyone know of any documentation on customizing template with conditions?
> 
>  
> 
> Basically, the first few lines of my customized template is assigning a 
> owner 'A' to the queue, and it does not record the transaction.
> 
>  
> 
> This is fine when the request is generated via email. However, we are 
> coming accross a situation where users are generating request using the 
> 'Ticket Create Option' of the interface and want to assign the ticket to 
> another staff member.. i.e. oweber 'B'. The users are able to select 
> owner "B" from the interface, but because of our customized template, 
> the owner is written back as "A".
> 
>  
> 
> Is there a condition that I can use to check the previous value of "owner"
> 
> prior to assigning owner "B"?
> 
>  
> 
> For Eaxmple, check if Field=>'owner' has a value,
> 
>   if yes, keep the same value and set RecordTransaction=>0,  ELSE
> 
>     give the value as 'B'  and set RecordTransaction=>0
> 
>  
> 
>  
> 
> Any suggestions/hlp will be appreciated. Regards rq.
> 
> ============= END ===========
> 
>  
> 
> {
> 
> ### assigns owner but doesn't record transaction ### Note that $owner 
> needs to be the RT id for the owner object, ### not a name or e-mail 
> address.
> 
> my $owner = '22';
> 
> $Ticket->_Set(Field=>'Owner', Value=>$owner, RecordTransaction=>0); $OUT 
> .= ""; }
> 
> Subject: AutoReply: {$Ticket->Subject}
> 
>  
> 
> This message has been automatically generated in response to the 
> creation of a trouble ticket regarding:
> 
> {
> 
>   if ($Ticket->Subject() eq '') {
> 
>       $OUT .= "                 No Subject";
> 
> }
> 
> }
> 
>       { $Ticket->Subject() }
> 
>  
> 
> A summary of which ...
> 
> ===================
> 
> {$Transaction->Content()}


From rt at northpb.com  Thu Sep  3 14:31:35 2009
From: rt at northpb.com (Dan O'Neill)
Date: Thu, 03 Sep 2009 11:31:35 -0700
Subject: [rt-users] RT 3.8.4 bug when adding Fcntl perl module
In-Reply-To: <4A9F249D.1070600@northpb.com>
References: <49878A65.4070002@northpb.com>	<4988E692.5040208@northpb.com>	<C73CE12E0E2E6D4AA8C97475050023A60FEA04AEC9@proserpine.paragon.crypticstudios.com>	<4989DFC6.1030201@northpb.com>	<C73CE12E0E2E6D4AA8C97475050023A60FEA04AECB@proserpine.paragon.crypticstudios.com>	<498A11E0.4040505@northpb.com>
	<4A9F249D.1070600@northpb.com>
Message-ID: <4AA00B87.60804@northpb.com>

Dan O'Neill wrote:
> Version:  3.8.4
> OS:       Fedora release 11
> Perl:     Perl v5.10.0 under linux
> Fcntl:    Fcntl v1.06;
> 
> This demo.pl program generates errors when "use Fcntl;" is included and 
> otherwise works as expected.
> 
> a. Can someone replicate this error?
> b. Any ideas about a solution?

A workaround is to use the Perl module LockFile::Simple instead of the 
flock() methodology.

Still, there's something odd going on, but I have a solution. RT 
maintainers may want to research this further.

dan


From raubvogel at gmail.com  Thu Sep  3 14:32:16 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Thu, 03 Sep 2009 14:32:16 -0400
Subject: [rt-users] rt-mailgate away from rt
Message-ID: <4AA00BB0.1070806@gmail.com>

	I believe this has been asked many times before but I am not finding 
info on the actual setup. I need to run rt-mailgate in our mailserver 
which is in a different machine than rt. Does rt-mailgate need some 
files from the rt distribution to run or it is self-sufficient? If it 
does need files, which ones would I need to get?


From MJames at stonebridgebank.com  Thu Sep  3 14:25:39 2009
From: MJames at stonebridgebank.com (Michael James)
Date: Thu, 03 Sep 2009 14:25:39 -0400
Subject: [rt-users] RTFM 2.4.2 upgrade problem
Message-ID: <4A9FD1E30200009D00006935@mailfilter.stonebridgebank.com>

Hi, I'm running SLES10 SP2 and upgrading from RT 3.4.6 / RTFM 2.1.0 (I think) to the latest versions.

Successes: 
1. I installed RT 3.8.4 on a new server, backed up my old database and copied it over. Upgraded the database and got my 3.8.4 install working just fine.
2. Installed RT::Authen::ExternalAuth and got that connecting to my LDAP server.

Failure with RTFM:
1. After the successes above, I installed RTFM according to the README and UPGRADING.mysql docs, but I think I made a mistake. There is no left-hand nav entry for RTFM the way there used to be. RT still works fine, as far as I can tell.
- unpacked the tarball, cd'd to the RTFM directory, ran "perl Makefile.PL", make, then make install. 
- the UPGRADING.mysql doc says "3) Apply changes described in the seven step, but only up to version 3.8.0." - ok, this isn't really correct because there's no such step 7 in RTFM README. So I skipped it, thinking I might have already accomplished this when I upgraded the database to RT 3.8.4?? The instruction looks a lot like the RT3.8.4/README file?
- ran step 4,5,6 in UPGRADING.mysql to upgrade the schema in the database.
- went back to RTFM-2.4.2/README and did steps 6-8.  I don't see any RTFM link in the interface, as noted.

How can I tell what version of RTFM was running on my old server? Any ideas about how to proceed? 

Thanks, Mike


The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer.


From raubvogel at gmail.com  Thu Sep  3 14:41:13 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Thu, 03 Sep 2009 14:41:13 -0400
Subject: [rt-users] Mail Alias Setup
In-Reply-To: <580CB599E684764C84C5CCFA64A929B402A6B234@EXVBE011-2.exch011.intermedia.net>
References: <A484C41ED64DD344B05F95481D90681A192F2E5587@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN><991123400909030538n487c8bedtc830ed059e946dcd@mail.gmail.com>	<A484C41ED64DD344B05F95481D90681A192F2E55C2@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<580CB599E684764C84C5CCFA64A929B402A6B234@EXVBE011-2.exch011.intermedia.net>
Message-ID: <4AA00DC9.8030405@gmail.com>

Joe Hartley wrote:
> Baskaraganesan Natarajan writes:
>> rt: "|/etc/smrsh/rt-mailgate --queue 'general' --action correspond --url http://<rt3-host>/"
>>
>> Can you please explain what this line mean.  I understand that ?rt? is a 
>> mailer alias and any mail sent to rt in this server will be sent to user 
>> in the second column.
> 
> The pipe in a UNIX shell takes the output from a program or process and 
> sends it to be the input of another.
> 
> When the second half of an alias begins with a pipe, it takes the output
> from sendmail (the email message) and pipes it to the command listed in
> the alias to be used as that program's input - in this case, the 
> rt-mailgate program.  
> 
	And, depending on your mts and unix/linux distro, the man page for 
alias will have a paragraph explaining that in addition to aliasing one 
address to the other, you can also pass the email to a program by using 
the unix pipe "|" thingie.

> --
> Joe Hartley | Sr. Linux SysAdmin
> Retail Solutions, Inc.
> 40 Sharpe Drive
> Cranston, RI 02920
> joe.hartley at retailsolutions.com 
> +1 401.824.5040 (o) | +1 401.824.5002 (f)
> 
>  
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From falcone at bestpractical.com  Thu Sep  3 15:41:35 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 3 Sep 2009 15:41:35 -0400
Subject: [rt-users] RTFM 2.4.2 upgrade problem
In-Reply-To: <4A9FD1E30200009D00006935@mailfilter.stonebridgebank.com>
References: <4A9FD1E30200009D00006935@mailfilter.stonebridgebank.com>
Message-ID: <20090903194135.GF38597@jibsheet.com>

On Thu, Sep 03, 2009 at 02:25:39PM -0400, Michael James wrote:
> Hi, I'm running SLES10 SP2 and upgrading from RT 3.4.6 / RTFM 2.1.0 (I think) to the latest versions.
> 
> Successes: 
> 1. I installed RT 3.8.4 on a new server, backed up my old database and copied it over. Upgraded the database and got my 3.8.4 install working just fine.
> 2. Installed RT::Authen::ExternalAuth and got that connecting to my LDAP server.
> 
> Failure with RTFM:
> 1. After the successes above, I installed RTFM according to the README and UPGRADING.mysql docs, but I think I made a mistake. There is no left-hand nav entry for RTFM the way there used to be. RT still works fine, as far as I can tell.
> - unpacked the tarball, cd'd to the RTFM directory, ran "perl Makefile.PL", make, then make install. 
> - the UPGRADING.mysql doc says "3) Apply changes described in the seven step, but only up to version 3.8.0." - ok, this isn't really correct because there's no such step 7 in RTFM README. So I skipped it, thinking I might have already accomplished this when I upgraded the database to RT 3.8.4?? The instruction looks a lot like the RT3.8.4/README file?
> - ran step 4,5,6 in UPGRADING.mysql to upgrade the schema in the database.
> - went back to RTFM-2.4.2/README and did steps 6-8.  I don't see any RTFM link in the interface, as noted.

Most often this means your config is wrong
Go to Configuration -> Tools -> System Configuration
and look for @Plugins

> How can I tell what version of RTFM was running on my old server? Any ideas about how to proceed? 

/opt/rt3/local/lib/RT/FM.pm will have a version
as will Configuration -> Tools -> System Configuration

-kevin


From falcone at bestpractical.com  Thu Sep  3 15:43:16 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 3 Sep 2009 15:43:16 -0400
Subject: [rt-users] RT 3.8.4 bug when adding Fcntl perl module
In-Reply-To: <4AA00B87.60804@northpb.com>
References: <49878A65.4070002@northpb.com> <4988E692.5040208@northpb.com>
	<C73CE12E0E2E6D4AA8C97475050023A60FEA04AEC9@proserpine.paragon.crypticstudios.com>
	<4989DFC6.1030201@northpb.com>
	<C73CE12E0E2E6D4AA8C97475050023A60FEA04AECB@proserpine.paragon.crypticstudios.com>
	<498A11E0.4040505@northpb.com> <4A9F249D.1070600@northpb.com>
	<4AA00B87.60804@northpb.com>
Message-ID: <20090903194316.GG38597@jibsheet.com>

On Thu, Sep 03, 2009 at 11:31:35AM -0700, Dan O'Neill wrote:
> Dan O'Neill wrote:
> > Version:  3.8.4
> > OS:       Fedora release 11
> > Perl:     Perl v5.10.0 under linux
> > Fcntl:    Fcntl v1.06;
> > 
> > This demo.pl program generates errors when "use Fcntl;" is included and 
> > otherwise works as expected.
> > 
> > a. Can someone replicate this error?
> > b. Any ideas about a solution?
> 
> A workaround is to use the Perl module LockFile::Simple instead of the 
> flock() methodology.
> 
> Still, there's something odd going on, but I have a solution. RT 
> maintainers may want to research this further.

I do not have 5.10.0 handy, but 5.8.9 on 3.8.4 doesn't show that
error. 

The error looks like you're calling Set() somehwere without passing it
args.

It may be a perl version issue, but without building 5.10.0 I can't
tell.

-kevin


From slake at bcssi.com  Thu Sep  3 15:46:38 2009
From: slake at bcssi.com (Seth Lake)
Date: Thu, 3 Sep 2009 15:46:38 -0400
Subject: [rt-users] Custom Field, Searchable Date
Message-ID: <5E9FF12B52ED204A93333E4D767299750427F156@seadog.bcssi.com>

Hello.

Using the Asset Tracker module with RT, trying to get a custom field
(date) working in a searchable form.  We want to capture the service
contract expiration and run reports on expired/about-to-expire pieces.
I've seen the patch from...
	http://rt3.fsck.com/Ticket/Display.html?id=8721
...but I'm not having any luck applying it.  Can anyone confirm this
works in 3.8.4?

Seems to be a basic item, any plans to put this into the trunk?

Thanks.


From Andy.Speagle at wichita.edu  Thu Sep  3 16:23:51 2009
From: Andy.Speagle at wichita.edu (Andy Speagle)
Date: Thu, 03 Sep 2009 15:23:51 -0500
Subject: [rt-users] Passing Watchers to Child Tickets in Template
Message-ID: <1252009431.7708.21.camel@muaddib.wichita.edu>

Hi Team,

I'm trying how to pass Cc's and AdminCc's to child tickets that are
being created in one of my Templates.  I can't seem to find the right
magic in the API for this.  My Template is essentially creating 3 child
tickets as part of a complete workflow.  

Recently, a user asked that I modify the workflow to have Ccs and
AdminCcs passed to the child tickets, if specified.

Can anyone point me in the right direction?

Thanks,
-- 
Andy Speagle

"THE Student" - UCATS
Wichita State University
	
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 197 bytes
Desc: This is a digitally signed message part
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090903/5c27d140/attachment.sig>

From eroode at barrack.com  Thu Sep  3 17:50:57 2009
From: eroode at barrack.com (Roode, Eric)
Date: Thu, 3 Sep 2009 17:50:57 -0400
Subject: [rt-users] Custom status auto-creates dependent ticket?
Message-ID: <26412C18F3707C4DBBE365577A2241800555F43F@MX1.barrack.com>

Hello,
 
    I searched the web, the FAQ, the mailing list archives, and the
docs, but didn't see any reference to this specific issue.  If I've
missed an obvious answer, I apologize!  :-)
 
    I'm running 3.8.2.  I set up two custom statuses, by adding Set(...)
lines in RT_SiteConfig.pm.  These statuses are "working" (the owner is
actively working on the problem) and "waiting" (the owner cannot proceed
because they're waiting on someone or something).
 
    Now when a user changes the status of one of their tickets to
"working", RT creates a NEW ticket, identical to the old one (but with a
new id number), changes the new ticket's status to "working", leaves the
old ticket's status at "open", and adds a dependency in the new ticket
on the old ticket.  This seems like a needless complication.
 
    What is the meaning of this behavior, and can it be changed so that
the custom statuses behave like other statuses?
 
Thank you,

Eric J. Roode
Senior Enterprise Developer
Barrack, Rodos & Bacine
(215) 963-0600


 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090903/28d1d694/attachment.htm>

From manohar.r at glowtouch.com  Fri Sep  4 03:21:33 2009
From: manohar.r at glowtouch.com (H Manohar rayker)
Date: Fri, 4 Sep 2009 12:51:33 +0530
Subject: [rt-users] Transaction content empty.
Message-ID: <8C0E7CCD38704D04915051721C3C1A29@dgsys25>

Hi,

 

Recently I made a new setup for RT3.8.4. All the things were working fine
before couple of days, as of now I'm not getting any transaction content in
the correspondence mails we receive when a ticket is created.

 

Here below are the main templates.

 

*)Autoreply templpate:

 

Subject: AutoReply: {$Ticket->Subject}

 

 

Greetings,

 

This message has been automatically generated in response to the

creation of a trouble ticket regarding:

      "{$Ticket->Subject()}", 

a summary of which appears below.

 

Your ticket has been assigned an ID of [{$Ticket->QueueObj->SubjectTag ||
$rtname} #{$Ticket->id()}].

 

Please include the string: [{$Ticket->QueueObj->SubjectTag || $rtname}
#{$Ticket->id}]

 

in the subject line of all future correspondence about this issue. To do so,


you may reply to this message.

 

    Thank you,

{$Ticket->QueueObj->CorrespondAddress()}

 

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

{$Transaction->Content()}

 

 

*) Transaction template:

 

RT-Attach-Message: yes

 

 

{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.

 Transaction: {$Transaction->Description}

       Queue: {$Ticket->QueueObj->Name}

     Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
given)"}

       Owner: {$Ticket->OwnerObj->Name}

  Requestors: {$Ticket->RequestorAddresses}

      Status: {$Ticket->Status}

 Ticket <URL:
{RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >

============================================================================
=

 

{$Transaction->Content()}

 

*) Admin correspondence:

 

RT-Attach-Message: yes

 

 

<URL: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >

 

{$Transaction->Content()}

 

 

*) Correspondance template.

 

RT-Attach-Message: yes

 

{$Transaction->Content()}

 

Any Solutions????........

 

Thanks

Manohar

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090904/78e13dcb/attachment.htm>

From banatara at hcl.in  Fri Sep  4 04:23:53 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Fri, 4 Sep 2009 13:53:53 +0530
Subject: [rt-users] Error - DBD::mysql::st execute failed: MySQL server has
	gone away
Message-ID: <A484C41ED64DD344B05F95481D90681A192F2E57B2@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Hi,

I have RT up in a Fedora 9 box.  It was working properly.  All of a sudden I see the following error when trying to create a ticket.

DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71.

I saw the same message in the mail achieve. It says this error is related to loss of connection with the mysql sever.  But I see mysqld running before and after the error.  I don't see any error or message in the SQL server.

I see the following lines in

/var/log/rt3/rt.log
============
 [Fri Sep  4 08:17:23 2009] [debug]: RT::Ticket=HASH(0xbc4df9dc) tried to load a bogus ticket: 469 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:172)
[Fri Sep  4 08:17:23 2009] [crit]: HasRight called with no valid object (/usr/lib/perl5/vendor_perl/5.10.0/RT/Principal_Overlay.pm:322)
[Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:67)
[Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:71)

/var/log/httpd/error_log
================
[Fri Sep  4 08:17:23 2009] [crit]: HasRight called with no valid object (/usr/lib/perl5/vendor_perl/5.10.0/RT/Principal_Overlay.pm:322)
[Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:67)
[Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:71)

Am I missing something her, can someone please help.

Thanks,
Baskar N



DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

-----------------------------------------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090904/fbc200cb/attachment.htm>

From banatara at hcl.in  Fri Sep  4 05:16:06 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Fri, 4 Sep 2009 14:46:06 +0530
Subject: [rt-users] Error - DBD::mysql::st execute failed: MySQL server has
	gone away
Message-ID: <A484C41ED64DD344B05F95481D90681A192F2E57E5@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Hi,

I have RT up in a Fedora 9 box.  It was working properly.  All of a sudden I see the following error when trying to create a ticket.

DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71.

I saw the same message in the mail achieve. It says this error is related to loss of connection with the mysql sever.  But I see mysqld running before and after the error.  I don't see any error or message in the SQL server.

I see the following lines in

/var/log/rt3/rt.log
============
 [Fri Sep  4 08:17:23 2009] [debug]: RT::Ticket=HASH(0xbc4df9dc) tried to load a bogus ticket: 469 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:172)
[Fri Sep  4 08:17:23 2009] [crit]: HasRight called with no valid object (/usr/lib/perl5/vendor_perl/5.10.0/RT/Principal_Overlay.pm:322)
[Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:67)
[Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:71)

/var/log/httpd/error_log
================
[Fri Sep  4 08:17:23 2009] [crit]: HasRight called with no valid object (/usr/lib/perl5/vendor_perl/5.10.0/RT/Principal_Overlay.pm:322)
[Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:67)
[Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:71)

Am I missing something her, can someone please help.

Thanks,
Baskar N



DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

-----------------------------------------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090904/f1346a20/attachment.htm>

From banatara at hcl.in  Fri Sep  4 05:33:38 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Fri, 4 Sep 2009 15:03:38 +0530
Subject: [rt-users] Error - DBD::mysql::st execute failed: MySQL server has
	gone away
Message-ID: <A484C41ED64DD344B05F95481D90681A192F2E57FB@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Retrying...

________________________________
From: Baskaraganesan Natarajan
Sent: Friday, September 04, 2009 2:46 PM
To: 'rt-users at lists.bestpractical.com'
Subject: Error - DBD::mysql::st execute failed: MySQL server has gone away
Sensitivity: Confidential

Hi,

I have RT up in a Fedora 9 box.  It was working properly.  All of a sudden I see the following error when trying to create a ticket.

DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71.

I saw the same message in the mail achieve. It says this error is related to loss of connection with the mysql sever.  But I see mysqld running before and after the error.  I don't see any error or message in the SQL server.

I see the following lines in

/var/log/rt3/rt.log
============
 [Fri Sep  4 08:17:23 2009] [debug]: RT::Ticket=HASH(0xbc4df9dc) tried to load a bogus ticket: 469 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:172)
[Fri Sep  4 08:17:23 2009] [crit]: HasRight called with no valid object (/usr/lib/perl5/vendor_perl/5.10.0/RT/Principal_Overlay.pm:322)
[Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:67)
[Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:71)

/var/log/httpd/error_log
================
[Fri Sep  4 08:17:23 2009] [crit]: HasRight called with no valid object (/usr/lib/perl5/vendor_perl/5.10.0/RT/Principal_Overlay.pm:322)
[Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:67)
[Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:71)

Am I missing something her, can someone please help.

Thanks,
Baskar N



DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

-----------------------------------------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090904/92a26fa6/attachment.htm>

From manohar.r at glowtouch.com  Fri Sep  4 06:10:35 2009
From: manohar.r at glowtouch.com (H Manohar rayker)
Date: Fri, 4 Sep 2009 15:40:35 +0530
Subject: [rt-users] Transaction content empty.
In-Reply-To: <8C0E7CCD38704D04915051721C3C1A29@dgsys25>
References: <8C0E7CCD38704D04915051721C3C1A29@dgsys25>
Message-ID: <53CADF78140E46EFAE4EA021A1337783@dgsys25>

Hi,

 

Hurrayyy... started working, just cleared off the old rt sessions.

 

Thanks

Manohar

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of H Manohar
rayker
Sent: Friday, September 04, 2009 12:52 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Transaction content empty.

 

Hi,

 

Recently I made a new setup for RT3.8.4. All the things were working fine
before couple of days, as of now I'm not getting any transaction content in
the correspondence mails we receive when a ticket is created.

 

Here below are the main templates.

 

*)Autoreply templpate:

 

Subject: AutoReply: {$Ticket->Subject}

 

 

Greetings,

 

This message has been automatically generated in response to the

creation of a trouble ticket regarding:

      "{$Ticket->Subject()}", 

a summary of which appears below.

 

Your ticket has been assigned an ID of [{$Ticket->QueueObj->SubjectTag ||
$rtname} #{$Ticket->id()}].

 

Please include the string: [{$Ticket->QueueObj->SubjectTag || $rtname}
#{$Ticket->id}]

 

in the subject line of all future correspondence about this issue. To do so,


you may reply to this message.

 

    Thank you,

{$Ticket->QueueObj->CorrespondAddress()}

 

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

{$Transaction->Content()}

 

 

*) Transaction template:

 

RT-Attach-Message: yes

 

 

{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.

 Transaction: {$Transaction->Description}

       Queue: {$Ticket->QueueObj->Name}

     Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
given)"}

       Owner: {$Ticket->OwnerObj->Name}

  Requestors: {$Ticket->RequestorAddresses}

      Status: {$Ticket->Status}

 Ticket <URL:
{RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >

============================================================================
=

 

{$Transaction->Content()}

 

*) Admin correspondence:

 

RT-Attach-Message: yes

 

 

<URL: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >

 

{$Transaction->Content()}

 

 

*) Correspondance template.

 

RT-Attach-Message: yes

 

{$Transaction->Content()}

 

Any Solutions????........

 

Thanks

Manohar

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090904/f91c5b21/attachment.htm>

From jose.fernandez at naxos-fr.net  Fri Sep  4 07:58:34 2009
From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez)
Date: Fri, 04 Sep 2009 13:58:34 +0200
Subject: [rt-users] SOME DEPENDENCIES WERE MISSING. MASON missing
	dependencies
Message-ID: <1252065514.8887.10.camel@Dream.Developpement>

Hello, 

has installed RT when running 'make fixdeps' is I always ended the
following message: 

SOME DEPENDENCIES WERE MISSING. 
MASON missing dependencies: 
XML:: RSS> = 1.05 ... MISSING 
make: *** [testdeps] Error 1 

I do not know how to install this dependency, because I went on the CPAN
website but I found nothing. 

Have you any idea? 

Thank you

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090904/092db25a/attachment.htm>

From nimbius at SDF.LONESTAR.ORG  Fri Sep  4 08:28:54 2009
From: nimbius at SDF.LONESTAR.ORG (Nimbius)
Date: Fri, 4 Sep 2009 12:28:54 +0000 (UTC)
Subject: [rt-users] Error - DBD::mysql::st execute failed: MySQL server
 has gone away
In-Reply-To: <A484C41ED64DD344B05F95481D90681A192F2E57B2@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
References: <A484C41ED64DD344B05F95481D90681A192F2E57B2@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
Message-ID: <Pine.NEB.4.64.0909041227560.15359@iceland.freeshell.org>

mysql server gone away is an indication there is a problem with the 
backend database serving RT.  enable debugging in your mysql daemon and 
analyze the output for failures.  is your mysql local or remote? make sure 
firewall settings permit remote connections.



On Fri, 4 Sep 2009, Baskaraganesan Natarajan wrote:

> Date: Fri, 4 Sep 2009 13:53:53 +0530
> From: Baskaraganesan Natarajan <banatara at hcl.in>
> To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
> Subject: [rt-users] Error - DBD::mysql::st execute failed: MySQL server has
>     gone away
> 
> Hi,
>
> I have RT up in a Fedora 9 box.  It was working properly.  All of a sudden I see the following error when trying to create a ticket.
>
> DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71.
>
> I saw the same message in the mail achieve. It says this error is related to loss of connection with the mysql sever.  But I see mysqld running before and after the error.  I don't see any error or message in the SQL server.
>
> I see the following lines in
>
> /var/log/rt3/rt.log
> ============
> [Fri Sep  4 08:17:23 2009] [debug]: RT::Ticket=HASH(0xbc4df9dc) tried to load a bogus ticket: 469 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:172)
> [Fri Sep  4 08:17:23 2009] [crit]: HasRight called with no valid object (/usr/lib/perl5/vendor_perl/5.10.0/RT/Principal_Overlay.pm:322)
> [Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:67)
> [Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:71)
>
> /var/log/httpd/error_log
> ================
> [Fri Sep  4 08:17:23 2009] [crit]: HasRight called with no valid object (/usr/lib/perl5/vendor_perl/5.10.0/RT/Principal_Overlay.pm:322)
> [Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:67)
> [Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:71)
>
> Am I missing something her, can someone please help.
>
> Thanks,
> Baskar N
>
>
>
> DISCLAIMER:
> -----------------------------------------------------------------------------------------------------------------------
>
> The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only.
> It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in
> this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates.
> Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of
> this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have
> received this email in error please delete it and notify the sender immediately. Before opening any mail and
> attachments please check them for viruses and defect.
>
> -----------------------------------------------------------------------------------------------------------------------
>

nimbius at sdf.lonestar.org
SDF Public Access UNIX System - http://sdf.lonestar.org


From banatara at hcl.in  Fri Sep  4 08:33:55 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Fri, 4 Sep 2009 18:03:55 +0530
Subject: [rt-users] Logging into rt.log from Scrips
Message-ID: <A484C41ED64DD344B05F95481D90681A192F2E58C1@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Hi,

I am writing scrips to customize my RT in Fedora 9 with MySQL back-end.  I have configured RT to log into a file (rt.log) in RT_SiteConfig.pm. Is it possible to get debug messages  printed into the log file.  I have added some print statements in scripts. I don't find them printed in rt.log or the http log. I searched the mail archives.  Couldn't locate. Can someone give me some pointers.

Thanks,
Baskar N


DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

-----------------------------------------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090904/11f6ac32/attachment.htm>

From nhurt at barracuda.com  Fri Sep  4 08:34:25 2009
From: nhurt at barracuda.com (Nathan Hurt)
Date: Fri, 4 Sep 2009 05:34:25 -0700
Subject: [rt-users] Some users are losing their rights every night
In-Reply-To: <46EAEF5ECD04FA49B3295EC7FFE30EB506603E80@bn-scl-be01.Cudanet.local>
References: <46EAEF5ECD04FA49B3295EC7FFE30EB506603BAC@bn-scl-be01.Cudanet.local>
	<4A899D83.6080106@lbl.gov>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603C96@bn-scl-be01.Cudanet.local>
	<4A89C332.7050705@lbl.gov>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603D38@bn-scl-be01.Cudanet.local>
	<4A89CDF3.6090104@lbl.gov> <20090818131325.GH3776@it.is.rice.edu>
	<46EAEF5ECD04FA49B3295EC7FFE30EB506603E80@bn-scl-be01.Cudanet.local>
Message-ID: <46EAEF5ECD04FA49B3295EC7FFE30EB5068337A4@bn-scl-be01.Cudanet.local>

Hi All,

This is an older issue I asked for help on awhile back. It has since been resolved and I wanted to make sure to share my experience with the community. 

The issue was users were seemingly losing their rights every night. The issue was user error. They had all navigated to the log in (probably after the first time they ever logged in) and bookmarked that URL. This happened to be the SelfService portal. So, even though they had the correct permissions, they were still limited to the "new user" type permissions by navigating to the selfservice URL. 

If they navigated to the regular hostname, they had the correct permissions.

Simple mistake but I found it completely understandable they would bookmark the site in that way.

Nathan Hurt
Barracuda Networks, Inc.
www.barracuda.com
----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan Hurt
Sent: Tuesday, August 18, 2009 10:23 AM
To: 'Kenneth Marshall'; 'Ken Crocker'
Cc: 'rt-users at lists.bestpractical.com'
Subject: Re: [rt-users] Some users are losing their rights every night

I cleared the Mason cache and I will see if the issue occurs again. The user was still experiencing the problem immediately after clearing the cache though (I then assigned him Global User Rights as a workaround -- see below). 

I have not made any known local modifications to the RT codebase.

For one user, I assigned him rights under Configuration > Global > User Rights and so far this is working as a work-around for him. When he logged in next, he was able to see the permissions assigned to him. If this work-around sticks, then I am thinking the issue must be closely related to either Group Membership or Group Rights for these particular users. I will have to wait and see if he loses his rights again.

This is not an ideal situation as now he has these rights globally (and he should only have rights to specific queues). But, this is a trusted user who also uses RT very frequently so it is acceptable. I am wary to do this for the other user who also experiences this problem regularly.

Thank you all for your help and ideas. If you have any more ideas or if you know of any logs I can look at for clues, I am happy to continue troubleshooting.

Nathan Hurt
Barracuda Networks, Inc.
-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu] 
Sent: Tuesday, August 18, 2009 9:13 AM
To: Ken Crocker
Cc: Nathan Hurt; 'rt-users at lists.bestpractical.com'
Subject: Re: [rt-users] Some users are losing their rights every night

On Mon, Aug 17, 2009 at 02:38:59PM -0700, Ken Crocker wrote:
> Nathan,
>
> This is certainly a conundrum. The only thing I can think of is that there 
> is some configuration setting that causes an automatic re-set OR some 
> setting that removes certain settings when RT is re-started. Something like 
> that. I have never heard of anything like this on RT for years. Sorry.
>
> Kenn
> LBNL
>
Nathan,

Have you made any local modifications to the RT codebase? Have you
tried clearing your Mason cache and restarting RT?

Cheers,
Ken

> On 8/17/2009 2:00 PM, Nathan Hurt wrote:
>>
>> Kenn,
>>
>>  
>> No. The box is still checked and I have also confirmed the group 
>> memberships are still in place. It seems like nothing has changed except 
>> they are seeing the default new user, no rights GUI when they log in. Of 
>> course, something must be changing somewhere. I just cannot seem to find 
>> it.
>>
>>  
>> Nathan Hurt
>>
>> Barracuda Networks, Inc.
>>
>> ------------------------------------------------------------------------
>>
>> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
>> *Sent:* Monday, August 17, 2009 4:53 PM
>> *To:* Nathan Hurt
>> *Cc:* 'rt-users at lists.bestpractical.com'
>> *Subject:* Re: [rt-users] Some users are losing their rights every night
>>
>>  
>> Nathan,
>>
>> I understand your confusion. This is a tough one. I have another question. 
>> When the Users lose their rights, does the bottom box (making them 
>> privileged) on the User's profile get unchecked?
>>
>> Kenn
>> LBNL
>>
>> On 8/17/2009 12:28 PM, Nathan Hurt wrote:
>>
>> Thanks for the quick response.
>>
>>  
>> 1. I have granted all rights via the web ui.
>>
>>  
>> 2. I put users in a pre-defined group and then grant the group specific 
>> rights to different queues. There are very few exceptions to this rule. 
>> The users with the issue are exclusively assigned a group membership and 
>> the group is assigned group rights to a queue.
>>
>>  
>> 3. I don't have any daily cron jobs that I would consider out of the 
>> ordinary. This is pretty basic install across the board (RT and everything 
>> else on the server).
>>
>>  
>> 4. This does not only affect new users. I have two users who report this 
>> problem almost daily (if not, then it's probably because they haven't 
>> tried to log in to RT that day). The first user was one of the earliest 
>> users on this instance of RT. The second user was created weeks later. The 
>> other two users that have reported this issue have only reported it once 
>> (and based on their usage, it has never happened to them again).
>>
>>  
>> 5. The database is not backed up -- but you just reminded me to get on 
>> that asap J
>>
>>  
>> Nathan Hurt
>>
>> Barracuda Networks, Inc.
>>
>> www.barracuda.com <http://www.barracuda.com>
>>
>> ------------------------------------------------------------------------
>>
>> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
>> *Sent:* Monday, August 17, 2009 2:12 PM
>> *To:* Nathan Hurt
>> *Cc:* 'rt-users at lists.bestpractical.com 
>> <mailto:rt-users at lists.bestpractical.com>'
>> *Subject:* Re: [rt-users] Some users are losing their rights every night
>>
>>  
>> Nathan,
>>
>> A couple questions first:
>>
>>    1. Do you grant all the rights via the WebUI?
>>    2. Do you put the Users in a pre-defined group or do you grant them
>>       "User" rights to those queues?
>>    3. Do you have any nightly "Cron" processes running?
>>    4. Does this happen to only the NEW users and if so, when did this
>>       start happening? I ask this because if it is only happening to
>>       new users, then I would find the cutoff date for new
>>       users/problem and see if there is a new operation, updated
>>       process, etc. that might re-set new users, but leave older ones
>>       alone.
>>    5. Is the DataBase backed up every night? If so, do they then turn
>>       around and re-load the backup, re-setting keys, indexes, etc.?
>>       If this is done nightly, maybe they are re-loading the wrong backup?
>>
>> Thiese answers should help us de-bug the problem.
>>
>> Kenn
>> LBNL
>>
>> On 8/17/2009 10:02 AM, Nathan Hurt wrote:
>>
>> HI All,
>>
>>  
>> I am new to administrating RT and I am not sure where to begin 
>> troubleshooting this problem. I have looked at the Wiki and have looked 
>> through the archived rt-users thread. I am currently using RT 3.8.2 on an 
>> Ubuntu server.
>>
>>  
>> Issue:
>>
>> Users have been granted rights through group membership and then that 
>> group is assigned to a particular queue or queues. I have confirmed that 
>> the users have been explicitly "granted rights" and allowed to "Access RT" 
>> in their user profiles. When they are initially granted rights, they have 
>> access to exactly what I have set for them. They can access queues, see 
>> tickets, comment, move tickets from queue to queue, and so on. The users 
>> leave for the day and attempt to log on the next day only to find out they 
>> do not have the correct permissions any longer. Their interface appears as 
>> if they are a user without rights.
>>
>>  
>> This does not seem to affect all users and it has never affected a 
>> SuperUser. When checking the user's profile I find that both the "rights" 
>> and "access RT" check boxes are both still checked. Also, the user still 
>> has all their normal group memberships. I do not see any reason why they 
>> should be seeing the "new user" screen. The workaround for me has been to 
>> uncheck the "rights" checkbox, save changes, re-check the "rights", and 
>> then save changes again. If the user logs out and back in, they will have 
>> the correct rights. Unfortunately, I find they will "lose" their rights 
>> within a day (sometimes this happens within one eight hour shift). I have 
>> been unable to narrow down the cause of this issue beyond what I have 
>> described.
>>
>>  
>> Out of about 100 users, I have had 4 users report this issue. Two users 
>> have this happen repeatedly and it is reported nearly every day. This is 
>> probably more widespread than I know (some users access RT every day, all 
>> day and some almost never).
>>
>>  
>> Please let me know if anyone has an idea of where to start looking for the 
>> problem or if more information is needed.  
>>  
>> Thank you,
>>
>>  
>> Nathan Hurt
>>
>> Barracuda Networks

----------------------------------
Check out the Barracuda Spam & Virus Firewall - offering the fastest
virus & malware protection in the industry: www.barracudanetworks.com/spam



From ruslan.zakirov at gmail.com  Fri Sep  4 08:45:56 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 4 Sep 2009 16:45:56 +0400
Subject: [rt-users] Logging into rt.log from Scrips
In-Reply-To: <A484C41ED64DD344B05F95481D90681A192F2E58C1@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
References: <A484C41ED64DD344B05F95481D90681A192F2E58C1@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
Message-ID: <589c94400909040545t7a205ebax82fb2b737d97a7d9@mail.gmail.com>

Hello Baskar,

Set( $LogToFile, 'debug' );

$RT::Logger->debug("here is my test message");

On Fri, Sep 4, 2009 at 4:33 PM, Baskaraganesan Natarajan<banatara at hcl.in> wrote:
> Hi,
>
>
>
> I am writing scrips to customize my RT in Fedora 9 with MySQL back-end. ?I
> have configured RT to log into a file (rt.log) in RT_SiteConfig.pm. Is it
> possible to get debug messages ?printed into the log file. ?I have added
> some print statements in scripts. I don?t find them printed in rt.log or the
> http log. I searched the mail archives.? Couldn?t locate. Can someone give
> me some pointers.
>
>
>
> Thanks,
>
> Baskar N
>
>
>
> DISCLAIMER:
> -----------------------------------------------------------------------------------------------------------------------
>
> The contents of this e-mail and any attachment(s) are confidential and
> intended for the named recipient(s) only.
> It shall not attach any liability on the originator or HCL or its
> affiliates. Any views or opinions presented in
> this email are solely those of the author and may not necessarily reflect
> the opinions of HCL or its affiliates.
> Any form of reproduction, dissemination, copying, disclosure, modification,
> distribution and / or publication of
> this message without the prior written consent of the author of this e-mail
> is strictly prohibited. If you have
> received this email in error please delete it and notify the sender
> immediately. Before opening any mail and
> attachments please check them for viruses and defect.
>
> -----------------------------------------------------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jose.fernandez at naxos-fr.net  Fri Sep  4 08:51:47 2009
From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez)
Date: Fri, 04 Sep 2009 14:51:47 +0200
Subject: [rt-users] RT-Users Digest, Vol 66, Issue 16
In-Reply-To: <mailman.757.1252068325.2234.rt-users@lists.bestpractical.com>
References: <mailman.757.1252068325.2234.rt-users@lists.bestpractical.com>
Message-ID: <1252068707.8887.15.camel@Dream.Developpement>

Is resolved. I installed 'libxml-rss-perl' and it solves the problem. 

Thank you

Le vendredi 04 septembre 2009 ? 08:45 -0400,
rt-users-request at lists.bestpractical.com a ?crit :

> Send RT-Users mailing list submissions to
> 	rt-users at lists.bestpractical.com
> 
> To subscribe or unsubscribe via the World Wide Web, visit
> 	http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> or, via email, send a message with subject or body 'help' to
> 	rt-users-request at lists.bestpractical.com
> 
> You can reach the person managing the list at
> 	rt-users-owner at lists.bestpractical.com
> 
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of RT-Users digest..."
> 
> 
> Today's Topics:
> 
>    1. SOME DEPENDENCIES WERE MISSING. MASON missing	dependencies
>       (jos? fernandez)
>    2. Re: Error - DBD::mysql::st execute failed: MySQL server has
>       gone away (Nimbius)
>    3. Logging into rt.log from Scrips (Baskaraganesan Natarajan)
>    4. Re: Some users are losing their rights every night (Nathan Hurt)
> 
> 
> ----------------------------------------------------------------------
> 
> Message: 1
> Date: Fri, 04 Sep 2009 13:58:34 +0200
> From: jos? fernandez <jose.fernandez at naxos-fr.net>
> Subject: [rt-users] SOME DEPENDENCIES WERE MISSING. MASON missing
> 	dependencies
> To: rt-users at lists.bestpractical.com
> Message-ID: <1252065514.8887.10.camel at Dream.Developpement>
> Content-Type: text/plain; charset="us-ascii"
> 
> Hello, 
> 
> has installed RT when running 'make fixdeps' is I always ended the
> following message: 
> 
> SOME DEPENDENCIES WERE MISSING. 
> MASON missing dependencies: 
> XML:: RSS> = 1.05 ... MISSING 
> make: *** [testdeps] Error 1 
> 
> I do not know how to install this dependency, because I went on the CPAN
> website but I found nothing. 
> 
> Have you any idea? 
> 
> Thank you
> 
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20090904/092db25a/attachment-0001.htm 
> 
> ------------------------------
> 
> Message: 2
> Date: Fri, 4 Sep 2009 12:28:54 +0000 (UTC)
> From: Nimbius <nimbius at SDF.LONESTAR.ORG>
> Subject: Re: [rt-users] Error - DBD::mysql::st execute failed: MySQL
> 	server has gone away
> To: Baskaraganesan Natarajan <banatara at hcl.in>
> Cc: "rt-users at lists.bestpractical.com"
> 	<rt-users at lists.bestpractical.com>
> Message-ID: <Pine.NEB.4.64.0909041227560.15359 at iceland.freeshell.org>
> Content-Type: TEXT/PLAIN; charset=US-ASCII; format=flowed
> 
> mysql server gone away is an indication there is a problem with the 
> backend database serving RT.  enable debugging in your mysql daemon and 
> analyze the output for failures.  is your mysql local or remote? make sure 
> firewall settings permit remote connections.
> 
> 
> 
> On Fri, 4 Sep 2009, Baskaraganesan Natarajan wrote:
> 
> > Date: Fri, 4 Sep 2009 13:53:53 +0530
> > From: Baskaraganesan Natarajan <banatara at hcl.in>
> > To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
> > Subject: [rt-users] Error - DBD::mysql::st execute failed: MySQL server has
> >     gone away
> > 
> > Hi,
> >
> > I have RT up in a Fedora 9 box.  It was working properly.  All of a sudden I see the following error when trying to create a ticket.
> >
> > DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71.
> >
> > I saw the same message in the mail achieve. It says this error is related to loss of connection with the mysql sever.  But I see mysqld running before and after the error.  I don't see any error or message in the SQL server.
> >
> > I see the following lines in
> >
> > /var/log/rt3/rt.log
> > ============
> > [Fri Sep  4 08:17:23 2009] [debug]: RT::Ticket=HASH(0xbc4df9dc) tried to load a bogus ticket: 469 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:172)
> > [Fri Sep  4 08:17:23 2009] [crit]: HasRight called with no valid object (/usr/lib/perl5/vendor_perl/5.10.0/RT/Principal_Overlay.pm:322)
> > [Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:67)
> > [Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:71)
> >
> > /var/log/httpd/error_log
> > ================
> > [Fri Sep  4 08:17:23 2009] [crit]: HasRight called with no valid object (/usr/lib/perl5/vendor_perl/5.10.0/RT/Principal_Overlay.pm:322)
> > [Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm line 67. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Store/DBI.pm:67)
> > [Fri Sep  4 08:17:23 2009] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71. (/usr/lib/perl5/vendor_perl/5.10.0/Apache/Session/Lock/MySQL.pm:71)
> >
> > Am I missing something her, can someone please help.
> >
> > Thanks,
> > Baskar N
> >
> >
> >
> > DISCLAIMER:
> > -----------------------------------------------------------------------------------------------------------------------
> >
> > The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only.
> > It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in
> > this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates.
> > Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of
> > this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have
> > received this email in error please delete it and notify the sender immediately. Before opening any mail and
> > attachments please check them for viruses and defect.
> >
> > -----------------------------------------------------------------------------------------------------------------------
> >
> 
> nimbius at sdf.lonestar.org
> SDF Public Access UNIX System - http://sdf.lonestar.org
> 
> 
> ------------------------------
> 
> Message: 3
> Date: Fri, 4 Sep 2009 18:03:55 +0530
> From: Baskaraganesan Natarajan <banatara at hcl.in>
> Subject: [rt-users] Logging into rt.log from Scrips
> To: "rt-users at lists.bestpractical.com"
> 	<rt-users at lists.bestpractical.com>
> Message-ID:
> 	<A484C41ED64DD344B05F95481D90681A192F2E58C1 at CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
> 	
> Content-Type: text/plain; charset="us-ascii"
> 
> Hi,
> 
> I am writing scrips to customize my RT in Fedora 9 with MySQL back-end.  I have configured RT to log into a file (rt.log) in RT_SiteConfig.pm. Is it possible to get debug messages  printed into the log file.  I have added some print statements in scripts. I don't find them printed in rt.log or the http log. I searched the mail archives.  Couldn't locate. Can someone give me some pointers.
> 
> Thanks,
> Baskar N
> 
> 
> DISCLAIMER:
> -----------------------------------------------------------------------------------------------------------------------
> 
> The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
> It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
> this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
> Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
> this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
> received this email in error please delete it and notify the sender immediately. Before opening any mail and 
> attachments please check them for viruses and defect.
> 
> -----------------------------------------------------------------------------------------------------------------------
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20090904/11f6ac32/attachment-0001.htm 
> 
> ------------------------------
> 
> Message: 4
> Date: Fri, 4 Sep 2009 05:34:25 -0700
> From: Nathan Hurt <nhurt at barracuda.com>
> Subject: Re: [rt-users] Some users are losing their rights every night
> To: "'rt-users at lists.bestpractical.com'"
> 	<rt-users at lists.bestpractical.com>
> Message-ID:
> 	<46EAEF5ECD04FA49B3295EC7FFE30EB5068337A4 at bn-scl-be01.Cudanet.local>
> Content-Type: text/plain; charset="us-ascii"
> 
> Hi All,
> 
> This is an older issue I asked for help on awhile back. It has since been resolved and I wanted to make sure to share my experience with the community. 
> 
> The issue was users were seemingly losing their rights every night. The issue was user error. They had all navigated to the log in (probably after the first time they ever logged in) and bookmarked that URL. This happened to be the SelfService portal. So, even though they had the correct permissions, they were still limited to the "new user" type permissions by navigating to the selfservice URL. 
> 
> If they navigated to the regular hostname, they had the correct permissions.
> 
> Simple mistake but I found it completely understandable they would bookmark the site in that way.
> 
> Nathan Hurt
> Barracuda Networks, Inc.
> www.barracuda.com
> ----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan Hurt
> Sent: Tuesday, August 18, 2009 10:23 AM
> To: 'Kenneth Marshall'; 'Ken Crocker'
> Cc: 'rt-users at lists.bestpractical.com'
> Subject: Re: [rt-users] Some users are losing their rights every night
> 
> I cleared the Mason cache and I will see if the issue occurs again. The user was still experiencing the problem immediately after clearing the cache though (I then assigned him Global User Rights as a workaround -- see below). 
> 
> I have not made any known local modifications to the RT codebase.
> 
> For one user, I assigned him rights under Configuration > Global > User Rights and so far this is working as a work-around for him. When he logged in next, he was able to see the permissions assigned to him. If this work-around sticks, then I am thinking the issue must be closely related to either Group Membership or Group Rights for these particular users. I will have to wait and see if he loses his rights again.
> 
> This is not an ideal situation as now he has these rights globally (and he should only have rights to specific queues). But, this is a trusted user who also uses RT very frequently so it is acceptable. I am wary to do this for the other user who also experiences this problem regularly.
> 
> Thank you all for your help and ideas. If you have any more ideas or if you know of any logs I can look at for clues, I am happy to continue troubleshooting.
> 
> Nathan Hurt
> Barracuda Networks, Inc.
> -----Original Message-----
> From: Kenneth Marshall [mailto:ktm at rice.edu] 
> Sent: Tuesday, August 18, 2009 9:13 AM
> To: Ken Crocker
> Cc: Nathan Hurt; 'rt-users at lists.bestpractical.com'
> Subject: Re: [rt-users] Some users are losing their rights every night
> 
> On Mon, Aug 17, 2009 at 02:38:59PM -0700, Ken Crocker wrote:
> > Nathan,
> >
> > This is certainly a conundrum. The only thing I can think of is that there 
> > is some configuration setting that causes an automatic re-set OR some 
> > setting that removes certain settings when RT is re-started. Something like 
> > that. I have never heard of anything like this on RT for years. Sorry.
> >
> > Kenn
> > LBNL
> >
> Nathan,
> 
> Have you made any local modifications to the RT codebase? Have you
> tried clearing your Mason cache and restarting RT?
> 
> Cheers,
> Ken
> 
> > On 8/17/2009 2:00 PM, Nathan Hurt wrote:
> >>
> >> Kenn,
> >>
> >>  
> >> No. The box is still checked and I have also confirmed the group 
> >> memberships are still in place. It seems like nothing has changed except 
> >> they are seeing the default new user, no rights GUI when they log in. Of 
> >> course, something must be changing somewhere. I just cannot seem to find 
> >> it.
> >>
> >>  
> >> Nathan Hurt
> >>
> >> Barracuda Networks, Inc.
> >>
> >> ------------------------------------------------------------------------
> >>
> >> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> >> *Sent:* Monday, August 17, 2009 4:53 PM
> >> *To:* Nathan Hurt
> >> *Cc:* 'rt-users at lists.bestpractical.com'
> >> *Subject:* Re: [rt-users] Some users are losing their rights every night
> >>
> >>  
> >> Nathan,
> >>
> >> I understand your confusion. This is a tough one. I have another question. 
> >> When the Users lose their rights, does the bottom box (making them 
> >> privileged) on the User's profile get unchecked?
> >>
> >> Kenn
> >> LBNL
> >>
> >> On 8/17/2009 12:28 PM, Nathan Hurt wrote:
> >>
> >> Thanks for the quick response.
> >>
> >>  
> >> 1. I have granted all rights via the web ui.
> >>
> >>  
> >> 2. I put users in a pre-defined group and then grant the group specific 
> >> rights to different queues. There are very few exceptions to this rule. 
> >> The users with the issue are exclusively assigned a group membership and 
> >> the group is assigned group rights to a queue.
> >>
> >>  
> >> 3. I don't have any daily cron jobs that I would consider out of the 
> >> ordinary. This is pretty basic install across the board (RT and everything 
> >> else on the server).
> >>
> >>  
> >> 4. This does not only affect new users. I have two users who report this 
> >> problem almost daily (if not, then it's probably because they haven't 
> >> tried to log in to RT that day). The first user was one of the earliest 
> >> users on this instance of RT. The second user was created weeks later. The 
> >> other two users that have reported this issue have only reported it once 
> >> (and based on their usage, it has never happened to them again).
> >>
> >>  
> >> 5. The database is not backed up -- but you just reminded me to get on 
> >> that asap J
> >>
> >>  
> >> Nathan Hurt
> >>
> >> Barracuda Networks, Inc.
> >>
> >> www.barracuda.com <http://www.barracuda.com>
> >>
> >> ------------------------------------------------------------------------
> >>
> >> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> >> *Sent:* Monday, August 17, 2009 2:12 PM
> >> *To:* Nathan Hurt
> >> *Cc:* 'rt-users at lists.bestpractical.com 
> >> <mailto:rt-users at lists.bestpractical.com>'
> >> *Subject:* Re: [rt-users] Some users are losing their rights every night
> >>
> >>  
> >> Nathan,
> >>
> >> A couple questions first:
> >>
> >>    1. Do you grant all the rights via the WebUI?
> >>    2. Do you put the Users in a pre-defined group or do you grant them
> >>       "User" rights to those queues?
> >>    3. Do you have any nightly "Cron" processes running?
> >>    4. Does this happen to only the NEW users and if so, when did this
> >>       start happening? I ask this because if it is only happening to
> >>       new users, then I would find the cutoff date for new
> >>       users/problem and see if there is a new operation, updated
> >>       process, etc. that might re-set new users, but leave older ones
> >>       alone.
> >>    5. Is the DataBase backed up every night? If so, do they then turn
> >>       around and re-load the backup, re-setting keys, indexes, etc.?
> >>       If this is done nightly, maybe they are re-loading the wrong backup?
> >>
> >> Thiese answers should help us de-bug the problem.
> >>
> >> Kenn
> >> LBNL
> >>
> >> On 8/17/2009 10:02 AM, Nathan Hurt wrote:
> >>
> >> HI All,
> >>
> >>  
> >> I am new to administrating RT and I am not sure where to begin 
> >> troubleshooting this problem. I have looked at the Wiki and have looked 
> >> through the archived rt-users thread. I am currently using RT 3.8.2 on an 
> >> Ubuntu server.
> >>
> >>  
> >> Issue:
> >>
> >> Users have been granted rights through group membership and then that 
> >> group is assigned to a particular queue or queues. I have confirmed that 
> >> the users have been explicitly "granted rights" and allowed to "Access RT" 
> >> in their user profiles. When they are initially granted rights, they have 
> >> access to exactly what I have set for them. They can access queues, see 
> >> tickets, comment, move tickets from queue to queue, and so on. The users 
> >> leave for the day and attempt to log on the next day only to find out they 
> >> do not have the correct permissions any longer. Their interface appears as 
> >> if they are a user without rights.
> >>
> >>  
> >> This does not seem to affect all users and it has never affected a 
> >> SuperUser. When checking the user's profile I find that both the "rights" 
> >> and "access RT" check boxes are both still checked. Also, the user still 
> >> has all their normal group memberships. I do not see any reason why they 
> >> should be seeing the "new user" screen. The workaround for me has been to 
> >> uncheck the "rights" checkbox, save changes, re-check the "rights", and 
> >> then save changes again. If the user logs out and back in, they will have 
> >> the correct rights. Unfortunately, I find they will "lose" their rights 
> >> within a day (sometimes this happens within one eight hour shift). I have 
> >> been unable to narrow down the cause of this issue beyond what I have 
> >> described.
> >>
> >>  
> >> Out of about 100 users, I have had 4 users report this issue. Two users 
> >> have this happen repeatedly and it is reported nearly every day. This is 
> >> probably more widespread than I know (some users access RT every day, all 
> >> day and some almost never).
> >>
> >>  
> >> Please let me know if anyone has an idea of where to start looking for the 
> >> problem or if more information is needed.  
> >>  
> >> Thank you,
> >>
> >>  
> >> Nathan Hurt
> >>
> >> Barracuda Networks
> 
> ----------------------------------
> Check out the Barracuda Spam & Virus Firewall - offering the fastest
> virus & malware protection in the industry: www.barracudanetworks.com/spam
> 
> 
> 
> ------------------------------
> 
> _______________________________________________
> RT-Users mailing list
> RT-Users at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> 
> End of RT-Users Digest, Vol 66, Issue 16
> ****************************************


Jos? FERNANDEZ
Service D?veloppement
T?l?phone
01 55 95 52 24 
Fax
01 55 95 45 01 
      www.naxos.fr
Email
jose.fernandez at naxos-fr.net
17, place de la
R?sistance 
92445
Issy-les-Moulineaux

 

*****************************************************************************************************************
Les informations contenues dans ce message et toutes ses pi?ces jointes
sont ? l'attention exclusive de son destinataire et sont strictement
confidentielles. 
Si vous n'?tes pas le destinataire de ce message, merci de le d?truire
et d'en avertir notre soci?t?. 
Toute diffusion ou utilisation non express?ment autoris?e de ce message
et de ses pi?ces jointes est interdite.
Le destinataire d?clare avoir ?t? averti que ce message a pu ?tre
infect? par un virus ou autre d?ficience lors de sa transmission. 
Nous ne pourrons ?tre tenus responsables de tout dommage ou perte li?e
au contenu, ? la transmission et/ou la lecture du pr?sent message et de
ses pi?ces jointes.

*****************************************************************************************************************

 


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090904/3654202b/attachment.htm>

From eroode at barrack.com  Fri Sep  4 11:11:48 2009
From: eroode at barrack.com (Roode, Eric)
Date: Fri, 4 Sep 2009 11:11:48 -0400
Subject: [rt-users] How to modify home-page queries
Message-ID: <26412C18F3707C4DBBE365577A2241800555F4A5@MX1.barrack.com>

All,
 
    My search-fu is weak, it seems.  How do I modify the standard
queries that appear on the home page?  The "highest priority tickets I
own" and "newest unowned tickets", that is.
 
    The reason I ask is that we have created custom status codes, and
any tickets with those status codes do not show up on the "highest
priority" list.  I suspect our status codes need to be added to some
query somewhere.
 
Thanks,

Eric J. Roode
Senior Enterprise Developer
Barrack, Rodos & Bacine
(215) 963-0600


 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090904/3c1d4a53/attachment.htm>

From ol at bofh.priv.at  Fri Sep  4 11:07:24 2009
From: ol at bofh.priv.at (Otmar Lendl)
Date: Fri, 4 Sep 2009 17:07:24 +0200
Subject: [rt-users] Redirect sending http-status code 200 instead of 302
Message-ID: <20090904150723.GA30722@bofh.priv.at>


Hi,

Versions:

RT 3.8.2, RTIR 2.4.1, Apache 2.2.9, mod-perl2 2.0.4, Mason 1.39

Symptoms:

Urls like .../rt/Ticket/Display.html?Action=Take&id=16522 execute the
Take, but don't show the Ticket.

Debugging:

The problem seems to be that RT redirects to itself to show the ticket
with an URL that is safe for a reload. Display.html is calling
RT::Interface::Web::Redirect, which is calling Mason's
(Mason/CGIHandler.pm) redirect(), which is calling header_out,
which ....

But still, the access-log and the packet trace shows the correct
Location: header and HTTP status code 200 instead of the required 302.

This all looks pretty much like 
http://www.masonhq.com/?ApacheModPerl2Redirect but all that refers to
older versions of the components.

Any clues? 

Would upgrading to 3.8.4 help? 

(Can I even do that with the installed RTIR?)

Thanks.

/ol
-- 
-=-  Otmar Lendl  --  ol at bofh.priv.at  --  http://lendl.priv.at/  -=-


From manohar.r at glowtouch.com  Fri Sep  4 11:20:55 2009
From: manohar.r at glowtouch.com (H Manohar rayker)
Date: Fri, 4 Sep 2009 20:50:55 +0530
Subject: [rt-users] MIME in RT.
Message-ID: <EC638D4209374FA491F744050BCBCAA7@dgsys25>

Hi,

 

Mails received to RT with "Content-type: multipart/mixed;
boundary="----------=_1252065429-28139-0" in the mail header info are not
getting displayed back while replying or corresponding back VIA RT ( i.e,
transaction->content)

 

However Content-Type: text/plain; charset="utf-8" will get displayed in the
transaction->content results.

 

How can I enable this in RT?

 

 

Thanks

Manohar

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090904/d2de4879/attachment.htm>

From jesse at bestpractical.com  Fri Sep  4 11:30:35 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 4 Sep 2009 11:30:35 -0400
Subject: [rt-users] MIME in RT.
In-Reply-To: <EC638D4209374FA491F744050BCBCAA7@dgsys25>
References: <EC638D4209374FA491F744050BCBCAA7@dgsys25>
Message-ID: <20090904153035.GK12647@bestpractical.com>




On Fri, Sep 04, 2009 at 08:50:55PM +0530, H Manohar rayker wrote:
> Hi,
> 
>  
> 
> Mails received to RT with "Content-type: multipart/mixed;
> boundary="----------=_1252065429-28139-0" in the mail header info are not
> getting displayed back while replying or corresponding back VIA RT ( i.e,
> transaction->content)
> 

They generally do for me. Can you show us the full MIME structure of
a failing message? (Also, what version of RT are you running?)
>  
> 
> However Content-Type: text/plain; charset="utf-8" will get displayed in the
> transaction->content results.
> 
>  
> 
> How can I enable this in RT?
> 
>  
> 
>  
> 
> Thanks
> 
> Manohar
> 

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

-- 


From Rich.West at wesmo.com  Fri Sep  4 13:20:04 2009
From: Rich.West at wesmo.com (Rich West)
Date: Fri, 04 Sep 2009 13:20:04 -0400
Subject: [rt-users] RT API
Message-ID: <4AA14C44.2080207@wesmo.com>

I've gone down the phase 1 route with building a web submission system
for RT customized to our organization using the commandsbyemail
extension.  Oddly, I am having periodic problems with it where, some
times, the commands do not get recognized (my guess is that the
developer who created the pages keeps tinkering (and breaking) things,
but that is another issue).

So... my thought for phase 2 is to integrate directly to RT for the
ticket creation, custom category assignments, queue assignment, and the
appropriate notification.  Is this even possible?

-Rich


From tjg at soe.ucsc.edu  Fri Sep  4 16:17:05 2009
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Fri, 4 Sep 2009 13:17:05 -0700 (PDT)
Subject: [rt-users] Ticket Data Seems Broken
Message-ID: <338412422.1130431252095425982.JavaMail.root@mail-01.cse.ucsc.edu>

I have a ticket in my system that when you view the "Basics" screen, you don't see all the History.  Instead, you get about 4-5 rows of history, and then you see:

Can't call method "Name" on an undefined value at /usr/local/lib/perl5/site_perl/5.8.9/RT/Transaction_Overlay.pm line 700. 

I'm assuming that it means that it can't find the Principal information for a particular Transaction on the ticket, but I'm not sure.

Is there any way I can check the database for consistency, or somehow get past this error?

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
tjg at soe.ucsc.edu
831-459-5354



From ruslan.zakirov at gmail.com  Fri Sep  4 17:26:32 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 5 Sep 2009 01:26:32 +0400
Subject: [rt-users] Redirect sending http-status code 200 instead of 302
In-Reply-To: <20090904150723.GA30722@bofh.priv.at>
References: <20090904150723.GA30722@bofh.priv.at>
Message-ID: <589c94400909041426x21f96eb8j8dfa1bc2411bfe15@mail.gmail.com>

Hello Otmar,

This issue has been fixed in RT 3.8.3.

On Fri, Sep 4, 2009 at 7:07 PM, Otmar Lendl<ol at bofh.priv.at> wrote:
>
> Hi,
>
> Versions:
>
> RT 3.8.2, RTIR 2.4.1, Apache 2.2.9, mod-perl2 2.0.4, Mason 1.39
>
> Symptoms:
>
> Urls like .../rt/Ticket/Display.html?Action=Take&id=16522 execute the
> Take, but don't show the Ticket.
>
> Debugging:
>
> The problem seems to be that RT redirects to itself to show the ticket
> with an URL that is safe for a reload. Display.html is calling
> RT::Interface::Web::Redirect, which is calling Mason's
> (Mason/CGIHandler.pm) redirect(), which is calling header_out,
> which ....
>
> But still, the access-log and the packet trace shows the correct
> Location: header and HTTP status code 200 instead of the required 302.
>
> This all looks pretty much like
> http://www.masonhq.com/?ApacheModPerl2Redirect but all that refers to
> older versions of the components.
>
> Any clues?
>
> Would upgrading to 3.8.4 help?
>
> (Can I even do that with the installed RTIR?)
>
> Thanks.
>
> /ol
> --
> -=- ?Otmar Lendl ?-- ?ol at bofh.priv.at ?-- ?http://lendl.priv.at/ ?-=-
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Fri Sep  4 17:28:55 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 5 Sep 2009 01:28:55 +0400
Subject: [rt-users] Ticket Data Seems Broken
In-Reply-To: <338412422.1130431252095425982.JavaMail.root@mail-01.cse.ucsc.edu>
References: <338412422.1130431252095425982.JavaMail.root@mail-01.cse.ucsc.edu>
Message-ID: <589c94400909041428t15b244b9m16fb0d7cd6740c88@mail.gmail.com>

Hello Tim,

If you are on RT 3.8.3 and newer then you can use rt-validator to
check consistency of the DB.

On Sat, Sep 5, 2009 at 12:17 AM, Tim Gustafson<tjg at soe.ucsc.edu> wrote:
> I have a ticket in my system that when you view the "Basics" screen, you don't see all the History. ?Instead, you get about 4-5 rows of history, and then you see:
>
> Can't call method "Name" on an undefined value at /usr/local/lib/perl5/site_perl/5.8.9/RT/Transaction_Overlay.pm line 700.
>
> I'm assuming that it means that it can't find the Principal information for a particular Transaction on the ticket, but I'm not sure.
>
> Is there any way I can check the database for consistency, or somehow get past this error?
>
> Tim Gustafson
> Baskin School of Engineering
> UC Santa Cruz
> tjg at soe.ucsc.edu
> 831-459-5354
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From kfcrocker at lbl.gov  Fri Sep  4 17:36:32 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 04 Sep 2009 14:36:32 -0700
Subject: [rt-users] Ticket Data Seems Broken
In-Reply-To: <338412422.1130431252095425982.JavaMail.root@mail-01.cse.ucsc.edu>
References: <338412422.1130431252095425982.JavaMail.root@mail-01.cse.ucsc.edu>
Message-ID: <4AA18860.6030505@lbl.gov>

Tim,

The history for any ticket comes from the Transaction Table. Each 
Transaction record has Id's in the fields that reference what the 
transaction is about. For example, you have a ticket with a CF of ID #3. 
The value of that Custom Field exists in the ObjectCustomFieldValue 
Table. That transaction record has an id that points to that 
ObjectCustomFieldValue record. If that ObjectCustomFieldRecord is 
deleted from the table, then your "history" will stop at the 
chronological time the value was put in the CF for that ticket. In other 
words, the Transaction Table record is pointing to a 
ObjectCustomFieldValue record that no longer exists. That's why the 
history stops where it does and says it can't find something. In your 
case, I suspect someone has deleted the User record or PrincipalId 
record for that user. The history process can't find that id. I suspect 
someone has removed it using SQL or something. You can validate this by 
looking at your DataBase.
First, look at the ticket and see if you can determine all ID's relating 
to that ticket. It could be a watcher, a CC, owner, requestor, whatever.

Using SQL (or whatever tool you have) and use the following code:

Select * from USERS
where Name like 'whatever';

Do this for all the users you can identify. The one you CAN'T find on 
the USERS table is the one missing.

You can verify that by using this code:

Select * from TRANSACTIONS
where OBJECTTYPE = 'RT::Ticket'
  and  (OldValue = 'that ID' OR NewValue = 'that ID' OR Creator - 'that 
ID'):

This should pull up the transactions that point to that ID. Since that 
ID doesn't exist, you have your error.

If I'm right, Let me know and I'll show you how to correct it.

Kenn
LBNL

On 9/4/2009 1:17 PM, Tim Gustafson wrote:
> I have a ticket in my system that when you view the "Basics" screen, you don't see all the History.  Instead, you get about 4-5 rows of history, and then you see:
>
> Can't call method "Name" on an undefined value at /usr/local/lib/perl5/site_perl/5.8.9/RT/Transaction_Overlay.pm line 700. 
>
> I'm assuming that it means that it can't find the Principal information for a particular Transaction on the ticket, but I'm not sure.
>
> Is there any way I can check the database for consistency, or somehow get past this error?
>
> Tim Gustafson
> Baskin School of Engineering
> UC Santa Cruz
> tjg at soe.ucsc.edu
> 831-459-5354
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From ruslan.zakirov at gmail.com  Fri Sep  4 17:42:21 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 5 Sep 2009 01:42:21 +0400
Subject: [rt-users] RT API
In-Reply-To: <4AA14C44.2080207@wesmo.com>
References: <4AA14C44.2080207@wesmo.com>
Message-ID: <589c94400909041442m33787cbbx592626eae35e3840@mail.gmail.com>

Hello Rich,

On Fri, Sep 4, 2009 at 9:20 PM, Rich West<Rich.West at wesmo.com> wrote:
> I've gone down the phase 1 route with building a web submission system
> for RT customized to our organization using the commandsbyemail
> extension. ?Oddly, I am having periodic problems with it where, some
> times, the commands do not get recognized (my guess is that the
> developer who created the pages keeps tinkering (and breaking) things,
> but that is another issue).
>
> So... my thought for phase 2 is to integrate directly to RT for the
> ticket creation, custom category assignments, queue assignment, and the
> appropriate notification. ?Is this even possible?

Sure, if it's the same server then you can use perl API or REST.
Otherwise you can use REST to talk to RT from different server. Try to
search in archives and wiki.

>
> -Rich


-- 
Best regards, Ruslan.


From tjg at soe.ucsc.edu  Fri Sep  4 18:36:55 2009
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Fri, 4 Sep 2009 15:36:55 -0700 (PDT)
Subject: [rt-users] Ticket Data Seems Broken
In-Reply-To: <589c94400909041428t15b244b9m16fb0d7cd6740c88@mail.gmail.com>
Message-ID: <689506344.1136171252103815882.JavaMail.root@mail-01.cse.ucsc.edu>

> If you are on RT 3.8.3 and newer then you can use
> rt-validator to check consistency of the DB.

This mostly worked.  It ran and fixed enough stuff to make this particular ticket display properly, but then reported:

DBD::mysql::st execute failed: The SELECT would examine more than MAX_JOIN_SIZE rows; check your WHERE and use SET SQL_BIG_SELECTS=1 or SET SQL_MAX_JOIN_SIZE=# if the SELECT is okay at /usr/local/sbin/rt-validator line 1058, <STDIN> line 6.

So, I have to fiddle some mySQL paramateres, apparently, and then try again.  But at least this record is fixed now.  Thanks!

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
tjg at soe.ucsc.edu
831-459-5354


From manohar.r at glowtouch.com  Sat Sep  5 02:48:19 2009
From: manohar.r at glowtouch.com (H Manohar rayker)
Date: Sat, 5 Sep 2009 12:18:19 +0530
Subject: [rt-users] MIME in RT.
In-Reply-To: <20090904153035.GK12647@bestpractical.com>
References: <EC638D4209374FA491F744050BCBCAA7@dgsys25>
	<20090904153035.GK12647@bestpractical.com>
Message-ID: <E786B6A07B7B4684AC5E0274B8EF59BC@dgsys25>

Hi,

I am using RT 3.8.4. 

In the attachment *) mime_mail1.txt : the actual mail content is attached as
a .htm file and nothing displays in the transaction content.

In the second attachment *)plain_text_content_type.txt : this displays the
content of the transaction.

I hope this could help you.

Also I did little R&D, and found Email-MIME-CreateHTML-1.026 in cpan. Would
it be possible if this module is missing or so..? I have to check it yet if
its installed in my system. I'll try to install this and see what happens..

Keep you posted..


Thanks
Manohar

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
Sent: Friday, September 04, 2009 9:01 PM
To: H Manohar rayker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] MIME in RT.




On Fri, Sep 04, 2009 at 08:50:55PM +0530, H Manohar rayker wrote:
> Hi,
> 
>  
> 
> Mails received to RT with "Content-type: multipart/mixed;
> boundary="----------=_1252065429-28139-0" in the mail header info are not
> getting displayed back while replying or corresponding back VIA RT ( i.e,
> transaction->content)
> 

They generally do for me. Can you show us the full MIME structure of
a failing message? (Also, what version of RT are you running?)
>  
> 
> However Content-Type: text/plain; charset="utf-8" will get displayed in
the
> transaction->content results.
> 
>  
> 
> How can I enable this in RT?
> 
>  
> 
>  
> 
> Thanks
> 
> Manohar
> 

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

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

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: mime_mail1.txt
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090905/50238da3/attachment.txt>
-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: plain_text_content_type.txt
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090905/50238da3/attachment-0001.txt>

From manohar.r at glowtouch.com  Sat Sep  5 07:18:57 2009
From: manohar.r at glowtouch.com (H Manohar rayker)
Date: Sat, 5 Sep 2009 16:48:57 +0530
Subject: [rt-users] MIME in RT.
In-Reply-To: <E786B6A07B7B4684AC5E0274B8EF59BC@dgsys25>
References: <EC638D4209374FA491F744050BCBCAA7@dgsys25><20090904153035.GK12647@bestpractical.com>
	<E786B6A07B7B4684AC5E0274B8EF59BC@dgsys25>
Message-ID: <A3EA1633FDC24B60B0F5CD2F7D97380C@dgsys25>

Hi Jesse,

I installed the Email-MIME-CreateHTML and related dependent packages via
cpan & also installed Bundle::Email, but still we get the MIME content as an
html attachment rather than displaying full content.


Not getting any idea to proceed further. :(

Thanks
Manohar



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of H Manohar
rayker
Sent: Saturday, September 05, 2009 12:18 PM
To: 'Jesse Vincent'
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] MIME in RT.

Hi,

I am using RT 3.8.4. 

In the attachment *) mime_mail1.txt : the actual mail content is attached as
a .htm file and nothing displays in the transaction content.

In the second attachment *)plain_text_content_type.txt : this displays the
content of the transaction.

I hope this could help you.

Also I did little R&D, and found Email-MIME-CreateHTML-1.026 in cpan. Would
it be possible if this module is missing or so..? I have to check it yet if
its installed in my system. I'll try to install this and see what happens..

Keep you posted..


Thanks
Manohar

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
Sent: Friday, September 04, 2009 9:01 PM
To: H Manohar rayker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] MIME in RT.




On Fri, Sep 04, 2009 at 08:50:55PM +0530, H Manohar rayker wrote:
> Hi,
> 
>  
> 
> Mails received to RT with "Content-type: multipart/mixed;
> boundary="----------=_1252065429-28139-0" in the mail header info are not
> getting displayed back while replying or corresponding back VIA RT ( i.e,
> transaction->content)
> 

They generally do for me. Can you show us the full MIME structure of
a failing message? (Also, what version of RT are you running?)
>  
> 
> However Content-Type: text/plain; charset="utf-8" will get displayed in
the
> transaction->content results.
> 
>  
> 
> How can I enable this in RT?
> 
>  
> 
>  
> 
> Thanks
> 
> Manohar
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 manohar.r at glowtouch.com  Sat Sep  5 10:45:42 2009
From: manohar.r at glowtouch.com (H Manohar rayker)
Date: Sat, 5 Sep 2009 20:15:42 +0530
Subject: [rt-users] MIME in RT.
In-Reply-To: <A3EA1633FDC24B60B0F5CD2F7D97380C@dgsys25>
References: <EC638D4209374FA491F744050BCBCAA7@dgsys25><20090904153035.GK12647@bestpractical.com>
	<E786B6A07B7B4684AC5E0274B8EF59BC@dgsys25>
	<A3EA1633FDC24B60B0F5CD2F7D97380C@dgsys25>
Message-ID: <D8422B12E236443985BC4531133DAC1F@dgsys25>

Hi Jesse,

I tried content-type in the header of email set via templates.

Didn't seem to be working...

here is my template:

----------------------------------------------------------------------------
content-type: text/html
RT-Attach-Message: yes


{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
 Transaction: {$Transaction->Description}
       Queue: {$Ticket->QueueObj->Name}
     Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
given)"}
       Owner: {$Ticket->OwnerObj->Name}
  Requestors: {$Ticket->RequestorAddresses}
      Status: {$Ticket->Status}
 Ticket <URL:
{RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >


{$Transaction->Content()}

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


Is this the right way? If not how can I implement it?

Thanks
Manohar

-----Original Message-----
From: H Manohar rayker [mailto:manohar.r at glowtouch.com] 
Sent: Saturday, September 05, 2009 4:49 PM
To: 'H Manohar rayker'; 'Jesse Vincent'
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] MIME in RT.

Hi Jesse,

I installed the Email-MIME-CreateHTML and related dependent packages via
cpan & also installed Bundle::Email, but still we get the MIME content as an
html attachment rather than displaying full content.


Not getting any idea to proceed further. :(

Thanks
Manohar



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of H Manohar
rayker
Sent: Saturday, September 05, 2009 12:18 PM
To: 'Jesse Vincent'
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] MIME in RT.

Hi,

I am using RT 3.8.4. 

In the attachment *) mime_mail1.txt : the actual mail content is attached as
a .htm file and nothing displays in the transaction content.

In the second attachment *)plain_text_content_type.txt : this displays the
content of the transaction.

I hope this could help you.

Also I did little R&D, and found Email-MIME-CreateHTML-1.026 in cpan. Would
it be possible if this module is missing or so..? I have to check it yet if
its installed in my system. I'll try to install this and see what happens..

Keep you posted..


Thanks
Manohar

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
Sent: Friday, September 04, 2009 9:01 PM
To: H Manohar rayker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] MIME in RT.




On Fri, Sep 04, 2009 at 08:50:55PM +0530, H Manohar rayker wrote:
> Hi,
> 
>  
> 
> Mails received to RT with "Content-type: multipart/mixed;
> boundary="----------=_1252065429-28139-0" in the mail header info are not
> getting displayed back while replying or corresponding back VIA RT ( i.e,
> transaction->content)
> 

They generally do for me. Can you show us the full MIME structure of
a failing message? (Also, what version of RT are you running?)
>  
> 
> However Content-Type: text/plain; charset="utf-8" will get displayed in
the
> transaction->content results.
> 
>  
> 
> How can I enable this in RT?
> 
>  
> 
>  
> 
> Thanks
> 
> Manohar
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 manohar.r at glowtouch.com  Sat Sep  5 12:03:00 2009
From: manohar.r at glowtouch.com (manohar.r at glowtouch.com)
Date: Sat, 5 Sep 2009 11:03:00 -0500 (CDT)
Subject: [rt-users] MIME in RT.
In-Reply-To: <D8422B12E236443985BC4531133DAC1F@dgsys25>
References: <EC638D4209374FA491F744050BCBCAA7@dgsys25><20090904153035.GK12647@bestpractical.com>
	<E786B6A07B7B4684AC5E0274B8EF59BC@dgsys25>
	<A3EA1633FDC24B60B0F5CD2F7D97380C@dgsys25>
	<D8422B12E236443985BC4531133DAC1F@dgsys25>
Message-ID: <4441.122.181.6.50.1252166580.squirrel@glowtouch.com>

Hi,

Tried working around with content-type: text/html , text , html , mime in
the transaction template header part but the thing happend is that the
mime mail body got displayed in the correpondance mail (transaction) twice
i.e, repeated content.

Please find the attached file for reference.

Currently my transaction template content is as follows:

RT-Attach-Message: yes
content-type: text/mime

{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
 Transaction: {$Transaction->Description}
       Queue: {$Ticket->QueueObj->Name}
     Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
given)"}
       Owner: {$Ticket->OwnerObj->Name}
  Requestors: {$Ticket->RequestorAddresses}
      Status: {$Ticket->Status}
 Ticket <URL:
{RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >

===============================================================================

{$Transaction->Content()}

"something worked but got some extra (buy 1 get 1 free). :)"

Thanks
Manohar


> Hi Jesse,
>
> I tried content-type in the header of email set via templates.
>
> Didn't seem to be working...
>
> here is my template:
>
> ----------------------------------------------------------------------------
> content-type: text/html
> RT-Attach-Message: yes
>
>
> {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
>  Transaction: {$Transaction->Description}
>        Queue: {$Ticket->QueueObj->Name}
>      Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
> given)"}
>        Owner: {$Ticket->OwnerObj->Name}
>   Requestors: {$Ticket->RequestorAddresses}
>       Status: {$Ticket->Status}
>  Ticket <URL:
> {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >
>
>
> {$Transaction->Content()}
>
> ----------------------------------------------------------------------------
>
>
> Is this the right way? If not how can I implement it?
>
> Thanks
> Manohar
>
> -----Original Message-----
> From: H Manohar rayker [mailto:manohar.r at glowtouch.com]
> Sent: Saturday, September 05, 2009 4:49 PM
> To: 'H Manohar rayker'; 'Jesse Vincent'
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] MIME in RT.
>
> Hi Jesse,
>
> I installed the Email-MIME-CreateHTML and related dependent packages via
> cpan & also installed Bundle::Email, but still we get the MIME content as
> an
> html attachment rather than displaying full content.
>
>
> Not getting any idea to proceed further. :(
>
> Thanks
> Manohar
>
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of H Manohar
> rayker
> Sent: Saturday, September 05, 2009 12:18 PM
> To: 'Jesse Vincent'
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] MIME in RT.
>
> Hi,
>
> I am using RT 3.8.4.
>
> In the attachment *) mime_mail1.txt : the actual mail content is attached
> as
> a .htm file and nothing displays in the transaction content.
>
> In the second attachment *)plain_text_content_type.txt : this displays the
> content of the transaction.
>
> I hope this could help you.
>
> Also I did little R&D, and found Email-MIME-CreateHTML-1.026 in cpan.
> Would
> it be possible if this module is missing or so..? I have to check it yet
> if
> its installed in my system. I'll try to install this and see what
> happens..
>
> Keep you posted..
>
>
> Thanks
> Manohar
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse
> Vincent
> Sent: Friday, September 04, 2009 9:01 PM
> To: H Manohar rayker
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] MIME in RT.
>
>
>
>
> On Fri, Sep 04, 2009 at 08:50:55PM +0530, H Manohar rayker wrote:
>> Hi,
>>
>>
>>
>> Mails received to RT with "Content-type: multipart/mixed;
>> boundary="----------=_1252065429-28139-0" in the mail header info are
>> not
>> getting displayed back while replying or corresponding back VIA RT (
>> i.e,
>> transaction->content)
>>
>
> They generally do for me. Can you show us the full MIME structure of
> a failing message? (Also, what version of RT are you running?)
>>
>>
>> However Content-Type: text/plain; charset="utf-8" will get displayed in
> the
>> transaction->content results.
>>
>>
>>
>> How can I enable this in RT?
>>
>>
>>
>>
>>
>> Thanks
>>
>> Manohar
>>
>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> --
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>




From ruslan.zakirov at gmail.com  Sat Sep  5 16:42:24 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 6 Sep 2009 00:42:24 +0400
Subject: [rt-users] MIME in RT.
In-Reply-To: <D8422B12E236443985BC4531133DAC1F@dgsys25>
References: <EC638D4209374FA491F744050BCBCAA7@dgsys25>
	<20090904153035.GK12647@bestpractical.com>
	<E786B6A07B7B4684AC5E0274B8EF59BC@dgsys25>
	<A3EA1633FDC24B60B0F5CD2F7D97380C@dgsys25>
	<D8422B12E236443985BC4531133DAC1F@dgsys25>
Message-ID: <589c94400909051342m218af548m2785572843a2d7cf@mail.gmail.com>

Hello Manohar,

RT uses MIME-tools package to parse emails. I don't think anything
from Email:: namespace would help you.

Emails you forwarded are incomplete. You just sent headers of the
first part of email when full layout is only helpful to debug.

On Sat, Sep 5, 2009 at 6:45 PM, H Manohar rayker<manohar.r at glowtouch.com> wrote:
> Hi Jesse,
>
> I tried content-type in the header of email set via templates.
>
> Didn't seem to be working...
>
> here is my template:
>
> ----------------------------------------------------------------------------
> content-type: text/html
> RT-Attach-Message: yes
>
>
> {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
> ?Transaction: {$Transaction->Description}
> ? ? ? Queue: {$Ticket->QueueObj->Name}
> ? ? Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
> given)"}
> ? ? ? Owner: {$Ticket->OwnerObj->Name}
> ?Requestors: {$Ticket->RequestorAddresses}
> ? ? ?Status: {$Ticket->Status}
> ?Ticket <URL:
> {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >
>
>
> {$Transaction->Content()}
>
> ----------------------------------------------------------------------------
>
>
> Is this the right way? If not how can I implement it?
>
> Thanks
> Manohar
>
> -----Original Message-----
> From: H Manohar rayker [mailto:manohar.r at glowtouch.com]
> Sent: Saturday, September 05, 2009 4:49 PM
> To: 'H Manohar rayker'; 'Jesse Vincent'
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] MIME in RT.
>
> Hi Jesse,
>
> I installed the Email-MIME-CreateHTML and related dependent packages via
> cpan & also installed Bundle::Email, but still we get the MIME content as an
> html attachment rather than displaying full content.
>
>
> Not getting any idea to proceed further. :(
>
> Thanks
> Manohar
>
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of H Manohar
> rayker
> Sent: Saturday, September 05, 2009 12:18 PM
> To: 'Jesse Vincent'
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] MIME in RT.
>
> Hi,
>
> I am using RT 3.8.4.
>
> In the attachment *) mime_mail1.txt : the actual mail content is attached as
> a .htm file and nothing displays in the transaction content.
>
> In the second attachment *)plain_text_content_type.txt : this displays the
> content of the transaction.
>
> I hope this could help you.
>
> Also I did little R&D, and found Email-MIME-CreateHTML-1.026 in cpan. Would
> it be possible if this module is missing or so..? I have to check it yet if
> its installed in my system. I'll try to install this and see what happens..
>
> Keep you posted..
>
>
> Thanks
> Manohar
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
> Sent: Friday, September 04, 2009 9:01 PM
> To: H Manohar rayker
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] MIME in RT.
>
>
>
>
> On Fri, Sep 04, 2009 at 08:50:55PM +0530, H Manohar rayker wrote:
>> Hi,
>>
>>
>>
>> Mails received to RT with "Content-type: multipart/mixed;
>> boundary="----------=_1252065429-28139-0" in the mail header info are not
>> getting displayed back while replying or corresponding back VIA RT ( i.e,
>> transaction->content)
>>
>
> They generally do for me. Can you show us the full MIME structure of
> a failing message? (Also, what version of RT are you running?)
>>
>>
>> However Content-Type: text/plain; charset="utf-8" will get displayed in
> the
>> transaction->content results.
>>
>>
>>
>> How can I enable this in RT?
>>
>>
>>
>>
>>
>> Thanks
>>
>> Manohar
>>
>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> --
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From alexyoung at scoutsolutions.co.uk  Mon Sep  7 09:10:23 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Mon, 7 Sep 2009 14:10:23 +0100
Subject: [rt-users] Dealing with other ticket systems
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64FE4702@s-wor-e-001.SCOUTSOFFICE.local>

After several years running RT we have just hit on a new problem. We
have a client using a different ticket system, Track-It, which he
continues to email us from, this causes a loop on his system and ours as
RT and Track-It open new emails on each other.

 

Has anyone else seen this before? I can't imagine I am the first. Have I
misconfigured something? How are other people dealing with this?

 

Thanks,

Alex

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090907/22dcbec0/attachment.htm>

From manohar.r at glowtouch.com  Mon Sep  7 11:19:29 2009
From: manohar.r at glowtouch.com (H Manohar rayker)
Date: Mon, 7 Sep 2009 20:49:29 +0530
Subject: [rt-users] MIME in RT.
In-Reply-To: <589c94400909051342m218af548m2785572843a2d7cf@mail.gmail.com>
References: <EC638D4209374FA491F744050BCBCAA7@dgsys25>
	<20090904153035.GK12647@bestpractical.com>
	<E786B6A07B7B4684AC5E0274B8EF59BC@dgsys25>
	<A3EA1633FDC24B60B0F5CD2F7D97380C@dgsys25>
	<D8422B12E236443985BC4531133DAC1F@dgsys25>
	<589c94400909051342m218af548m2785572843a2d7cf@mail.gmail.com>
Message-ID: <0BE6D0B5C6064498B840778157E9654A@dgsys25>

Hi,

Very Very sorry, I missed out to attach the files, infact I attached but
didn?t add it to the list.

I shall do it in another couple of hours.

Thanks
Manohar

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Sunday, September 06, 2009 2:12 AM
To: H Manohar rayker
Cc: Jesse Vincent; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] MIME in RT.

Hello Manohar,

RT uses MIME-tools package to parse emails. I don't think anything
from Email:: namespace would help you.

Emails you forwarded are incomplete. You just sent headers of the
first part of email when full layout is only helpful to debug.

On Sat, Sep 5, 2009 at 6:45 PM, H Manohar rayker<manohar.r at glowtouch.com>
wrote:
> Hi Jesse,
>
> I tried content-type in the header of email set via templates.
>
> Didn't seem to be working...
>
> here is my template:
>
>
----------------------------------------------------------------------------
> content-type: text/html
> RT-Attach-Message: yes
>
>
> {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
> ?Transaction: {$Transaction->Description}
> ? ? ? Queue: {$Ticket->QueueObj->Name}
> ? ? Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
> given)"}
> ? ? ? Owner: {$Ticket->OwnerObj->Name}
> ?Requestors: {$Ticket->RequestorAddresses}
> ? ? ?Status: {$Ticket->Status}
> ?Ticket <URL:
> {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >
>
>
> {$Transaction->Content()}
>
>
----------------------------------------------------------------------------
>
>
> Is this the right way? If not how can I implement it?
>
> Thanks
> Manohar
>
> -----Original Message-----
> From: H Manohar rayker [mailto:manohar.r at glowtouch.com]
> Sent: Saturday, September 05, 2009 4:49 PM
> To: 'H Manohar rayker'; 'Jesse Vincent'
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] MIME in RT.
>
> Hi Jesse,
>
> I installed the Email-MIME-CreateHTML and related dependent packages via
> cpan & also installed Bundle::Email, but still we get the MIME content as
an
> html attachment rather than displaying full content.
>
>
> Not getting any idea to proceed further. :(
>
> Thanks
> Manohar
>
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of H Manohar
> rayker
> Sent: Saturday, September 05, 2009 12:18 PM
> To: 'Jesse Vincent'
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] MIME in RT.
>
> Hi,
>
> I am using RT 3.8.4.
>
> In the attachment *) mime_mail1.txt : the actual mail content is attached
as
> a .htm file and nothing displays in the transaction content.
>
> In the second attachment *)plain_text_content_type.txt : this displays the
> content of the transaction.
>
> I hope this could help you.
>
> Also I did little R&D, and found Email-MIME-CreateHTML-1.026 in cpan.
Would
> it be possible if this module is missing or so..? I have to check it yet
if
> its installed in my system. I'll try to install this and see what
happens..
>
> Keep you posted..
>
>
> Thanks
> Manohar
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse
Vincent
> Sent: Friday, September 04, 2009 9:01 PM
> To: H Manohar rayker
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] MIME in RT.
>
>
>
>
> On Fri, Sep 04, 2009 at 08:50:55PM +0530, H Manohar rayker wrote:
>> Hi,
>>
>>
>>
>> Mails received to RT with "Content-type: multipart/mixed;
>> boundary="----------=_1252065429-28139-0" in the mail header info are not
>> getting displayed back while replying or corresponding back VIA RT ( i.e,
>> transaction->content)
>>
>
> They generally do for me. Can you show us the full MIME structure of
> a failing message? (Also, what version of RT are you running?)
>>
>>
>> However Content-Type: text/plain; charset="utf-8" will get displayed in
> the
>> transaction->content results.
>>
>>
>>
>> How can I enable this in RT?
>>
>>
>>
>>
>>
>> Thanks
>>
>> Manohar
>>
>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> --
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.



From nastlinux at gmail.com  Tue Sep  8 02:51:42 2009
From: nastlinux at gmail.com (nast linux)
Date: Tue, 8 Sep 2009 13:51:42 +0700
Subject: [rt-users] add 2 text box and 1 dropdown
Message-ID: <5e5450110909072351q12d53577s4f3eaa7b9b7c7b3b@mail.gmail.com>

Dear Sir,

If I create new ticket the sytem request me to input data on text box
(exampe: cc and subject).
Is it possible if I add 2 text box and 1 dropdown on the page?
Because I need some information extra for our ticket.

Regards,
ns
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090908/3799b13f/attachment.htm>

From sven.sternberger at desy.de  Tue Sep  8 05:06:26 2009
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Tue, 08 Sep 2009 11:06:26 +0200
Subject: [rt-users] Dealing with other ticket systems
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64FE4702@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64FE4702@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <1252400786.3358.22.camel@zitpcx6759>

Hi!

On Mo, 2009-09-07 at 14:10 +0100, Alex Young wrote:
> Has anyone else seen this before? I can?t imagine I am the first. Have
> I misconfigured something? How are other people dealing with

we had this problem several times, with foreign ticket system,
mailing list and so on. The problem is the reply you are
sending on mails from the other tracker. 
You can configure RT not to send this replies to
these type of sender. 

A probably configured mailing list or ticket system will mark 
outgoing mails them with  "X-FC-Machinegenerated: true"
or "Precedence: list"
but not all ticket systems do this so I utilize procmail
to add such a header to incoming mails

example give all mails from evil_tracker the extra tag:

in the procmail config
:0fh
* From: evil_tracker at customer.org
|/usr/bin/formail -f -I "X-FC-Machinegenerated: true"

and in RT_SiteConfig
Set($RedistributeAutoGeneratedMessages, 'privileged');


hope this helps!

best regards

sven



From banatara at hcl.in  Tue Sep  8 08:35:50 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Tue, 8 Sep 2009 18:05:50 +0530
Subject: [rt-users] Documentation on RT Objects
Message-ID: <A484C41ED64DD344B05F95481D90681A1A3D5A8895@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Hi,

I have RT 3.8.2 running in Fedora 9 and trying to configure by writing scrips. I am looking for documentation on using different runtime objects like $TicketObj / $TransactionObj etc. Can you please let me know if it is available somewhere in the web.

Thanks,
Baskar N

DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

-----------------------------------------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090908/70edced0/attachment.htm>

From kellermg at potsdam.edu  Tue Sep  8 09:01:08 2009
From: kellermg at potsdam.edu (Matthew Keller)
Date: 8 Sep 2009 09:01:08 -0400
Subject: [rt-users] Documentation on RT Objects
In-Reply-To: <A484C41ED64DD344B05F95481D90681A1A3D5A8895@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
References: <A484C41ED64DD344B05F95481D90681A1A3D5A8895@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
Message-ID: <4AA65594.8090209@potsdam.edu>

Baskaraganesan Natarajan wrote:
> I have RT 3.8.2 running in Fedora 9 and trying to configure by writing 
> scrips. I am looking for documentation on using different runtime 
> objects like $TicketObj / $TransactionObj etc. Can you please let me 
> know if it is available somewhere in the web.

cpan RT::OnlineDocs


From david.donachie at snp.org  Tue Sep  8 09:27:47 2009
From: david.donachie at snp.org (David Donachie)
Date: Tue, 8 Sep 2009 09:27:47 -0400 (EDT)
Subject: [rt-users] Changing the ticket statuses shown on the SelfService
	screen
Message-ID: <00bf01ca3088$05091fd0$0f1b5f70$@org>

Hi there

 

Is the listing of tickets on the self service screen based on a saved
search that can be changed as with other saved searches, or is it
contained in a perl file somewhere I need to edit?

 

We added some custom statuses to our RT install and it works fine with the
normal RT at a glance searches, but using them makes the ticket vanish
from the SelfService screen

 

Any help gratefully received

David 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090908/2da7eea0/attachment.htm>

From alberto.villanueva at altran.es  Tue Sep  8 10:37:35 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Tue, 08 Sep 2009 16:37:35 +0200
Subject: [rt-users] Select deleted tickets
Message-ID: <4AA66C2F.2010603@altran.es>

Hi all,


I'm trying to select the deleted tickets on MySQL, and I don't 
see nothing :( :(

In MySQL, where is the requestor in the tables?


Thanks a lot!!

-- 
Alberto Villanueva
Industria
______________________________________

C/Campezo, 1, Edificio 1, Planta 1 (temporalmente)
28022 Madrid, Spain
Tel : + 34 91 550 41 00
Fax: + 34 91 415 61 53

www.altran.es

Antes de imprimir este mensaje, aseg?rate de que es necesario. 
Proteger el medio ambiente est? tambi?n en tu mano.
En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de 
diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley 
34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la 
Informaci?n y de comercio electr?nico, le comunicamos que su 
direcci?n de correo electr?nico forma parte de un fichero del que 
es responsable Altran Espa?a, y que garantiza la confidencialidad 
y seguridad de sus datos. Tiene usted derecho al acceso, 
rectificaci?n y cancelaci?n de sus datos en los t?rminos 
establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos de 
Car?cter Personal y dem?s normativa concordante, dirigi?ndose a 
nuestra direcci?n anteriormente se?alada o por medio de correo 
electr?nico: comunicacion at altran.es.

AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, 
est? dirigido a su destinatario y es confidencial. Cualquier 
distribuci?n, uso o reproducci?n sin consentimiento del remitente 
est? estrictamente prohibido. Si ha recibido este mensaje por 
error, por favor proceda a ponerlo en conocimiento del remitente 
por e-mail y a borrarlo de su sistema sin realizar copias.


From dgriffi at cs.csubak.edu  Tue Sep  8 11:42:44 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Tue, 8 Sep 2009 08:42:44 -0700 (PDT)
Subject: [rt-users] RT on Ubuntu trouble
Message-ID: <alpine.DEB.1.10.0909080834540.25864@sleipnir.cs.csubak.edu>


I have a fresh Ubuntu 9.04 machine on which I mostly sucessfully installed 
RT and accompanying packages using the guide found here: 
http://wiki.bestpractical.com/view/UbuntuHardyInstallGuide.  Somehow email 
didn't work, so I gradually pulled things out until I pulled out 
everything I installed from that guide and started over.  Now I cannot get 
/usr/sbin/rt-setup-database-3.6 to populate the database correctly.  I 
invoke the script the first time and get the expected user error message. 
Then I follow the instructions to create a user, grant privileges, then 
drop the database.  When I invoke the setup script the second time, I get 
the same error message:

Now inserting RT core system objects
[Tue Sep  8 15:31:18 2009] [crit]: Connect Failed Access denied for user 
'rt_user'@'localhost' (using password: YES)
  at /usr/sbin/rt-setup-database-3.6 line 444 
(/usr/share/request-tracker3.6/lib/RT.pm:366)
Connect Failed Access denied for user 'rt_user'@'localhost' (using 
password: YES)
  at /usr/sbin/rt-setup-database-3.6 line 444

It should be noted that the user referred to in the error message is 
"rt_user" whereas in the guide the user is "rtuser".  The referenced guide 
for Gentoo also uses "rt_user".  I tried both variations.

Why did the setup work the first time and not on subsequent times?  How 
can I get things working?  Does anyone have any other pointers on running 
RT with MySQL?

-- 
David Griffith
dgriffi at cs.csubak.edu


From falcone at bestpractical.com  Tue Sep  8 14:19:44 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 8 Sep 2009 14:19:44 -0400
Subject: [rt-users] Custom status auto-creates dependent ticket?
In-Reply-To: <26412C18F3707C4DBBE365577A2241800555F43F@MX1.barrack.com>
References: <26412C18F3707C4DBBE365577A2241800555F43F@MX1.barrack.com>
Message-ID: <20090908181944.GH38597@jibsheet.com>

On Thu, Sep 03, 2009 at 05:50:57PM -0400, Roode, Eric wrote:
>    Hello,
> 
>        I searched the web, the FAQ, the mailing list archives, and the docs, but didn't see any
>    reference to this specific issue.  If I've missed an obvious answer, I apologize!  :-)
> 
>        I'm running 3.8.2.  I set up two custom statuses, by adding Set(...) lines in
>    RT_SiteConfig.pm.  These statuses are "working" (the owner is actively working on the problem)
>    and "waiting" (the owner cannot proceed because they're waiting on someone or something).
> 
>        Now when a user changes the status of one of their tickets to "working", RT creates a NEW
>    ticket, identical to the old one (but with a new id number), changes the new ticket's status
>    to "working", leaves the old ticket's status at "open", and adds a dependency in the new
>    ticket on the old ticket.  This seems like a needless complication.

This is not RT's standard behavior at all.
You should look for custom code or Scrips

-kevin

>        What is the meaning of this behavior, and can it be changed so that the custom statuses
>    behave like other statuses?


From falcone at bestpractical.com  Tue Sep  8 16:10:15 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 8 Sep 2009 16:10:15 -0400
Subject: [rt-users] How to modify home-page queries
In-Reply-To: <26412C18F3707C4DBBE365577A2241800555F4A5@MX1.barrack.com>
References: <26412C18F3707C4DBBE365577A2241800555F4A5@MX1.barrack.com>
Message-ID: <20090908201015.GI38597@jibsheet.com>

On Fri, Sep 04, 2009 at 11:11:48AM -0400, Roode, Eric wrote:
>    All,
> 
>        My search-fu is weak, it seems.  How do I modify the standard queries that appear on the
>    home page?  The "highest priority tickets I own" and "newest unowned tickets", that is.
> 
>        The reason I ask is that we have created custom status codes, and any tickets with those
>    status codes do not show up on the "highest priority" list.  I suspect our status codes need
>    to be added to some query somewhere.

As a SuperUser, click on the Edit box in the upper right corner of the
portlet and then choose to edit the query.  You'll probably just want
to go to the Advanced tab and add your statuses.

Make sure you save the search

-kevin


From falcone at bestpractical.com  Tue Sep  8 16:29:07 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 8 Sep 2009 16:29:07 -0400
Subject: [rt-users] Dealing with other ticket systems
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64FE4702@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64FE4702@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <20090908202907.GJ38597@jibsheet.com>

On Mon, Sep 07, 2009 at 02:10:23PM +0100, Alex Young wrote:
>    After several years running RT we have just hit on a new problem. We have a client using a
>    different ticket system, Track-It, which he continues to email us from, this causes a loop on
>    his system and ours as RT and Track-It open new emails on each other.
> 
>    Has anyone else seen this before? I can't imagine I am the first. Have I misconfigured
>    something? How are other people dealing with this?

The easiest thing to do is to tell RT to never send this system mail.

If they set headers properly, this wouldn't happen.

Go into Configuration -> Users, search for the Track-IT email address
and change the user record so that the Username is the email address
and the email address is blank.

-kevin


From slander at hearstsc.com  Tue Sep  8 17:34:52 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Tue, 8 Sep 2009 17:34:52 -0400
Subject: [rt-users] Stop viewing in RT at a Glance
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B063963727B@RCLTEXCMS02.resource.hearstcorp.com>

All,

   I seem to have set (globally) an extra permission somewhere, and I can't figure out just what it is...

   In RT3.8.4, in RT at a glance.    Globally, I have "unowned tickets", "My Tickets" and "Bookmarked Tickets" as viewable (global dashboard).   As it sits, any priveleged user users this dashboard, and sees in the Unowned Tickets section - ALL unowned tickets.    That is not that surprising, I guess, but - it is not what my users want.   What they want is all unowned tickets that are in their queue(s) only - They don't want to see tickets in other groups queues.

   After palying with it for a bit, I am not sure how to make that happen.    Can any one advise?

Thanks
Scott


------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090908/94126c9b/attachment.htm>

From jpierce at cambridgeenergyalliance.org  Tue Sep  8 17:53:14 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 8 Sep 2009 17:53:14 -0400
Subject: [rt-users] Stop viewing in RT at a Glance
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B063963727B@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B063963727B@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <be7163f0909081453p1083bac1ucc4db53a921956d4@mail.gmail.com>

Take away their ability to SeeTicket in the unwanted queues,
otherwise, you'll have to have a custom glancelet/widget
(not dashboard, those are something else) for each group.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From rmeden at gmail.com  Tue Sep  8 17:58:15 2009
From: rmeden at gmail.com (Robert Eden)
Date: Tue, 08 Sep 2009 16:58:15 -0500
Subject: [rt-users] scanning active ticket contents in perl
Message-ID: <4AA6D377.4040702@gmail.com>

Howdy all...

I'd like to write a special report and in order to do so, I need to get 
info from scanning replies and comments of tickets.

This shouldn't be hard, but I just can't figure it out.  I've read the 
RT Essentials book, the wiki, some sample code... I'm close... just 
can't seem to close the deal!

My first question is where should I be looking for this sort of info?  I 
couldn't find any sample code for offline reporting.  I find that 
strange.   I also can't find all the methods and attributes of the RT 
objects documented anywhere.

Here's my code snippet.  The Transactions->Next seems to be looping 
rather than stepping through each transaction.

$tickets->LimitStatus(VALUE => 'new');
$tickets->LimitStatus(VALUE => 'open');

while (my $Ticket = $tickets->Next) {
    print "Ticket ".$Ticket->id."\n";
    while (my $txn = $Ticket->Transactions->Next) {
      print "Txn ".$txn->id."\n";
      my $attachments = RT::Attachments->new($txn->CurrentUser);
      $attachments->Limit( FIELD => 'TransactionID', VALUE => $txn->id );
      $attachments->OrderBy( FIELD => 'Id', ORDER => 'ASC' );
      while ( my $a = $attachments->Next ) {
        print "ContentType=".$a->ContentType."\n";
        print "ContentEncoding=".$a->ContentEncoding."\n";
            print "Content:".substr($a->Content,0,100)."\n";
      }
    }
die "stop here" if $count++>5;
}



From ruslan.zakirov at gmail.com  Tue Sep  8 18:34:40 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 9 Sep 2009 02:34:40 +0400
Subject: [rt-users] scanning active ticket contents in perl
In-Reply-To: <4AA6D377.4040702@gmail.com>
References: <4AA6D377.4040702@gmail.com>
Message-ID: <589c94400909081534v7fc579f7o8addbf2dbec7eb19@mail.gmail.com>

Hello Eden,

On Wed, Sep 9, 2009 at 1:58 AM, Robert Eden<rmeden at gmail.com> wrote:
> Howdy all...
>
> I'd like to write a special report and in order to do so, I need to get
> info from scanning replies and comments of tickets.
>
> This shouldn't be hard, but I just can't figure it out. ?I've read the
> RT Essentials book, the wiki, some sample code... I'm close... just
> can't seem to close the deal!
>
> My first question is where should I be looking for this sort of info? ?I
> couldn't find any sample code for offline reporting. ?I find that
> strange. ? I also can't find all the methods and attributes of the RT
> objects documented anywhere.
>
> Here's my code snippet. ?The Transactions->Next seems to be looping
> rather than stepping through each transaction.

Sure, the code is looping as $ticket->Transactions each time returns
new collection, so you always start from first txn. You need somthing
like:

my $txns = $ticket->Transactions;
while ( my $txn = $txns->Next ) {
...
}


> $tickets->LimitStatus(VALUE => 'new');
> $tickets->LimitStatus(VALUE => 'open');
>
> while (my $Ticket = $tickets->Next) {
> ? ?print "Ticket ".$Ticket->id."\n";
> ? ?while (my $txn = $Ticket->Transactions->Next) {
> ? ? ?print "Txn ".$txn->id."\n";
> ? ? ?my $attachments = RT::Attachments->new($txn->CurrentUser);
> ? ? ?$attachments->Limit( FIELD => 'TransactionID', VALUE => $txn->id );
> ? ? ?$attachments->OrderBy( FIELD => 'Id', ORDER => 'ASC' );
> ? ? ?while ( my $a = $attachments->Next ) {
> ? ? ? ?print "ContentType=".$a->ContentType."\n";
> ? ? ? ?print "ContentEncoding=".$a->ContentEncoding."\n";
> ? ? ? ? ? ?print "Content:".substr($a->Content,0,100)."\n";
> ? ? ?}
> ? ?}
> die "stop here" if $count++>5;
> }
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From rmeden at gmail.com  Tue Sep  8 19:42:06 2009
From: rmeden at gmail.com (Robert Eden)
Date: Tue, 08 Sep 2009 18:42:06 -0500
Subject: [rt-users] scanning active ticket contents in perl
In-Reply-To: <589c94400909081534v7fc579f7o8addbf2dbec7eb19@mail.gmail.com>
References: <4AA6D377.4040702@gmail.com>
	<589c94400909081534v7fc579f7o8addbf2dbec7eb19@mail.gmail.com>
Message-ID: <4AA6EBCE.2020803@gmail.com>

On 9/8/2009 5:34 PM, Ruslan Zakirov wrote:
>> I'd like to write a special report and in order to do so, I need to get
>> info from scanning replies and comments of tickets.
>>
>> This shouldn't be hard, but I just can't figure it out.  I've read the
>> RT Essentials book, the wiki, some sample code... I'm close... just
>> can't seem to close the deal!
>>     
> Sure, the code is looping as $ticket->Transactions each time returns
> new collection, so you always start from first txn. You need somthing
> like:
>
> my $txns = $ticket->Transactions;
> while ( my $txn = $txns->Next ) {
> ...
> }
>   
*DOH* I knew it would be simple.  Thanks.. it's working now.

Robert



From ruslan.zakirov at gmail.com  Tue Sep  8 19:53:22 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 9 Sep 2009 03:53:22 +0400
Subject: [rt-users] Select deleted tickets
In-Reply-To: <4AA66C2F.2010603@altran.es>
References: <4AA66C2F.2010603@altran.es>
Message-ID: <589c94400909081653s78b08730m8e19d148e437d5f6@mail.gmail.com>

2009/9/8 Alberto Villanueva <alberto.villanueva at altran.es>:
> Hi all,

Hello Alberto,


> I'm trying to select the deleted tickets on MySQL, and I don't
> see nothing :( :(

SELECT * FROM Tickets WHERE Status = 'deleted';

> In MySQL, where is the requestor in the tables?

http://wiki.bestpractical.com/view/GetTicketInfoByWatcher

> Thanks a lot!!

Your mail signature is bigger than your message :(

>
> --
> Alberto Villanueva
> Industria

-- 
Best regards, Ruslan.


From sven.sternberger at desy.de  Wed Sep  9 03:21:32 2009
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Wed, 09 Sep 2009 09:21:32 +0200
Subject: [rt-users] Dealing with other ticket systems
In-Reply-To: <20090908202907.GJ38597@jibsheet.com>
References: <3CE7D8D453B27148BBCA0B2063B11E64FE4702@s-wor-e-001.SCOUTSOFFICE.local>
	<20090908202907.GJ38597@jibsheet.com>
Message-ID: <1252480892.7988.4.camel@zitpcx6759>

On Di, 2009-09-08 at 16:29 -0400, Kevin Falcone wrote:
> The easiest thing to do is to tell RT to never send this system mail.
> 
> If they set headers properly, this wouldn't happen.
> 
> Go into Configuration -> Users, search for the Track-IT email address
> and change the user record so that the Username is the email address
> and the email address is blank.

but than it wouldn't be possible to send a email to the
customer with a reply and you have to add the email 
address every time as one-time cc.

sven



From enfopol at yahoo.com  Wed Sep  9 03:58:24 2009
From: enfopol at yahoo.com (Mr Benjamin Stocker)
Date: Wed, 9 Sep 2009 00:58:24 -0700 (PDT)
Subject: [rt-users] Send new Ticket ID to external program
Message-ID: <817871.91793.qm@web63908.mail.re1.yahoo.com>


Hi there

I'm new to RT and have a question on creating new tickets. We want to use rt-mailgate to create tickets on incoming mails. When a new Mail is stored as a new ticket, a external program should be called provided with the following informations from RT:

Ticket ID
Requestor (Mail From)
Mail Subject

I already tried adding a Perl Module to @MailPlugins, but that Modules seem to be called before ticket creation. It was not possible to extract a Ticket ID. I also learned about "Scrips" but have no clue on how to use them to do the job. If someone had the same problem and found a practical solution, I will be grateful for all informations.

I use RT 3.8.

Many thanks.



      


From david.donachie at snp.org  Wed Sep  9 04:15:30 2009
From: david.donachie at snp.org (David Donachie)
Date: Wed, 9 Sep 2009 04:15:30 -0400 (EDT)
Subject: [rt-users] How to modify home-page queries
In-Reply-To: <20090908201015.GI38597@jibsheet.com>
References: <26412C18F3707C4DBBE365577A2241800555F4A5@MX1.barrack.com>
	<20090908201015.GI38597@jibsheet.com>
Message-ID: <000601ca3125$9ec25f90$dc471eb0$@org>

> On Fri, Sep 04, 2009 at 11:11:48AM -0400, Roode, Eric wrote:
> >    All,
> >
> >        My search-fu is weak, it seems.  How do I modify the standard
> queries that appear on the
> >    home page?  The "highest priority tickets I own" and "newest
> unowned tickets", that is.
> >
> >        The reason I ask is that we have created custom status codes,
> and any tickets with those
> >    status codes do not show up on the "highest priority" list.  I
> suspect our status codes need
> >    to be added to some query somewhere.
> 
> As a SuperUser, click on the Edit box in the upper right corner of the
> portlet and then choose to edit the query.  You'll probably just want
> to go to the Advanced tab and add your statuses.
> 
> Make sure you save the search

Can anyone tell me how to do the same with the equivalent view on the
SelfService page?

I can't seem to find a saved search for that, is there one?

Yours
David



From barnesaw at ucrwcu.rwc.uc.edu  Wed Sep  9 09:14:35 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 09 Sep 2009 09:14:35 -0400
Subject: [rt-users] Stop viewing in RT at a Glance
In-Reply-To: <be7163f0909081453p1083bac1ucc4db53a921956d4@mail.gmail.com>
Message-ID: <C6CD227B.808F%barnesaw@ucrwcu.rwc.uc.edu>

This hasn't been updated on the wiki since 3.2.2 (as far as I know) but it
should work with minimal tweaking.
http://wiki.bestpractical.com/view/TicketsPerQueue


On 9/8/09 5:53 PM, "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>
wrote:

> Take away their ability to SeeTicket in the unwanted queues,
> otherwise, you'll have to have a custom glancelet/widget
> (not dashboard, those are something else) for each group.

-- 
Drew Barnes
Applications Analyst
Network Resources Dept.
Raymond Walters College




From falcone at bestpractical.com  Wed Sep  9 09:44:42 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 9 Sep 2009 09:44:42 -0400
Subject: [rt-users] Dealing with other ticket systems
In-Reply-To: <1252480892.7988.4.camel@zitpcx6759>
References: <3CE7D8D453B27148BBCA0B2063B11E64FE4702@s-wor-e-001.SCOUTSOFFICE.local>
	<20090908202907.GJ38597@jibsheet.com>
	<1252480892.7988.4.camel@zitpcx6759>
Message-ID: <20090909134442.GK38597@jibsheet.com>

On Wed, Sep 09, 2009 at 09:21:32AM +0200, Sven Sternberger wrote:
> On Di, 2009-09-08 at 16:29 -0400, Kevin Falcone wrote:
> > The easiest thing to do is to tell RT to never send this system mail.
> > 
> > If they set headers properly, this wouldn't happen.
> > 
> > Go into Configuration -> Users, search for the Track-IT email address
> > and change the user record so that the Username is the email address
> > and the email address is blank.
> 
> but than it wouldn't be possible to send a email to the
> customer with a reply and you have to add the email 
> address every time as one-time cc.

But if any reply sent to them causes a mail loop, then you *really*
don't want to ever send them mail.

-kevin


From falcone at bestpractical.com  Wed Sep  9 09:47:59 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 9 Sep 2009 09:47:59 -0400
Subject: [rt-users] How to modify home-page queries
In-Reply-To: <000601ca3125$9ec25f90$dc471eb0$@org>
References: <26412C18F3707C4DBBE365577A2241800555F4A5@MX1.barrack.com>
	<20090908201015.GI38597@jibsheet.com>
	<000601ca3125$9ec25f90$dc471eb0$@org>
Message-ID: <20090909134759.GL38597@jibsheet.com>

On Wed, Sep 09, 2009 at 04:15:30AM -0400, David Donachie wrote:
> > On Fri, Sep 04, 2009 at 11:11:48AM -0400, Roode, Eric wrote:
> > >    All,
> > >
> > >        My search-fu is weak, it seems.  How do I modify the standard
> > queries that appear on the
> > >    home page?  The "highest priority tickets I own" and "newest
> > unowned tickets", that is.
> > >
> > >        The reason I ask is that we have created custom status codes,
> > and any tickets with those
> > >    status codes do not show up on the "highest priority" list.  I
> > suspect our status codes need
> > >    to be added to some query somewhere.
> > 
> > As a SuperUser, click on the Edit box in the upper right corner of the
> > portlet and then choose to edit the query.  You'll probably just want
> > to go to the Advanced tab and add your statuses.
> > 
> > Make sure you save the search
> 
> Can anyone tell me how to do the same with the equivalent view on the
> SelfService page?
> 
> I can't seem to find a saved search for that, is there one?

The SelfService UI is not implemented as a saved search.
You'll need to modify share/html/SelfService/Elements/MyRequests,
although the default page should be using your ActiveStatus config
setting since 3.8.2.  If you have custom inactive statuses, you'd need
to do a bit of tweaking.

-kevin


From smccreadie at CanyonPartners.com  Wed Sep  9 09:57:46 2009
From: smccreadie at CanyonPartners.com (Sean McCreadie)
Date: Wed, 9 Sep 2009 06:57:46 -0700
Subject: [rt-users] RT4 Status Report
Message-ID: <715462ED20ADA945A36A926EBDDBB33B0B63093AAC@SR-ES-EMAIL05.canyonpartners.local>

I haven't seen a status report since the one in March, are there any updates?  I am looking to upgrade my system soon but understand RT4 will be a major upgrade, so Im anxious to see it released.  Thank you.


Sean
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090909/e270c453/attachment.htm>

From barnesaw at ucrwcu.rwc.uc.edu  Wed Sep  9 10:20:16 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 09 Sep 2009 10:20:16 -0400
Subject: [rt-users] Stop viewing in RT at a Glance
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06396372E3@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <C6CD31E0.8098%barnesaw@ucrwcu.rwc.uc.edu>

I have never replaced MyRequests, I do it as a separate file in
local/html/Elements and add PerQueue to $HomepageComponents in
RT_SiteConfig.pm


On 9/9/09 9:30 AM, "Lander, Scott" <slander at hearstsc.com> wrote:

>  Drew,
> 
>    in 3.8.4, in share/html/Elements/MyRequests, if just says
> %# END BPS TAGGED BLOCK }}}
> %# DEPRECATED
> <& /Elements/ShowSearch, Name => 'My Requests' &>
> 
> But, I copied the block from the wiki to local/html/Elements/MyRequests, and
> restarted apache.
> However, I don't see a search "MyRequests" in the search drop down.   Am I
> doing something wrong, or looking in the wrong place?
> 
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
> Sent: Wednesday, September 09, 2009 9:15 AM
> To: Jerrad Pierce; Lander, Scott
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Stop viewing in RT at a Glance
> 
> This hasn't been updated on the wiki since 3.2.2 (as far as I know) but it
> should work with minimal tweaking.
> http://wiki.bestpractical.com/view/TicketsPerQueue
> 
> 
> On 9/8/09 5:53 PM, "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>
> wrote:
> 
>> Take away their ability to SeeTicket in the unwanted queues,
>> otherwise, you'll have to have a custom glancelet/widget (not
>> dashboard, those are something else) for each group.
> 
> --
> Drew Barnes
> Applications Analyst
> Network Resources Dept.
> Raymond Walters College
> 
> 
> ------------------------------------------------------------------------------
> ------
> This e-mail message is intended only for the personal use of the recipient(s)
> named above. If you are not an intended recipient, you may not review, copy or
> distribute this message. If you have received this communication in error,
> please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by
> email and delete the original message.
> ------------------------------------------------------------------------------
> ------
> 

-- 
Drew Barnes
Applications Analyst
Network Resources Dept.
Raymond Walters College




From jesse at bestpractical.com  Wed Sep  9 10:29:59 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 9 Sep 2009 10:29:59 -0400
Subject: [rt-users] RT4 Status Report
In-Reply-To: <715462ED20ADA945A36A926EBDDBB33B0B63093AAC@SR-ES-EMAIL05.canyonpartners.local>
References: <715462ED20ADA945A36A926EBDDBB33B0B63093AAC@SR-ES-EMAIL05.canyonpartners.local>
Message-ID: <20090909142959.GD29160@mar-adentro.intra>




On Wed  9.Sep'09 at  6:57:46 -0700, Sean McCreadie wrote:
> I haven?t seen a status report since the one in March, are there any updates? 
> I am looking to upgrade my system soon but understand RT4 will be a major
> upgrade, so Im anxious to see it released.  Thank you.

We're hard at work. It's hard work. And clients always come first ;)

You shouldn't be planning to upgrade a production RT instance to RT 4.0
in 2009. It's a fairly serious project with a LOT of code churn.


From steve.anderson at bipsolutions.com  Wed Sep  9 11:05:21 2009
From: steve.anderson at bipsolutions.com (Steve Anderson)
Date: Wed, 9 Sep 2009 16:05:21 +0100
Subject: [rt-users] Dealing with other ticket systems
In-Reply-To: <20090909134442.GK38597@jibsheet.com>
References: <3CE7D8D453B27148BBCA0B2063B11E64FE4702@s-wor-e-001.SCOUTSOFFICE.local>
	<20090908202907.GJ38597@jibsheet.com>	<1252480892.7988.4.camel@zitpcx6759>
	<20090909134442.GK38597@jibsheet.com>
Message-ID: <C5C7E297C4A0ED4093C5CBF8DC0B3805B5D55224DB@PEMEXMBXVS01.jellyfishnet.co.uk.local>

Check the mail headers of the mail they're sending.

It's probable that there's a header in there that blocks a ticket being created, in the same way that RT manages it. (X-RT-Loop-Prevention for RT)


Then, set a scrip that stops a mail going back out, if this is found?

Or possibly, block it before it hits RT, with however you're filtering mail inbound.


Steve Anderson





-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: 09 September 2009 2:45 PM
To: Sven Sternberger
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Dealing with other ticket systems

On Wed, Sep 09, 2009 at 09:21:32AM +0200, Sven Sternberger wrote:
> On Di, 2009-09-08 at 16:29 -0400, Kevin Falcone wrote:
> > The easiest thing to do is to tell RT to never send this system mail.
> >
> > If they set headers properly, this wouldn't happen.
> >
> > Go into Configuration -> Users, search for the Track-IT email address
> > and change the user record so that the Username is the email address
> > and the email address is blank.
>
> but than it wouldn't be possible to send a email to the
> customer with a reply and you have to add the email
> address every time as one-time cc.

But if any reply sent to them causes a mail loop, then you *really*
don't want to ever send them mail.

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 email has been scanned by Netintelligence
http://www.netintelligence.com/email


BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

****************************************************************************
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
****************************************************************************


From rjh1011 at cam.ac.uk  Wed Sep  9 11:57:02 2009
From: rjh1011 at cam.ac.uk (Ray Horne)
Date: Wed, 9 Sep 2009 16:57:02 +0100
Subject: [rt-users] forwarding tickets
Message-ID: <20090909155702.GC24760@linux02.lib.cam.ac.uk>

I want to be able to sometimes forward a ticket to someone who is not
an RT user. The forward button in the ticket history does this but you
have to type in the email address in full each time. It would be nice
to have a drop down list of predefined email addresses to select from.
Or is there some other way of forwarding a ticket to one of a predefined
set of addresses while retaining ownership of the ticket?

Ray Horne
Linux Systems Manager
Cambridge University Library


From falcone at bestpractical.com  Wed Sep  9 11:59:00 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 9 Sep 2009 11:59:00 -0400
Subject: [rt-users] Dealing with other ticket systems
In-Reply-To: <C5C7E297C4A0ED4093C5CBF8DC0B3805B5D55224DB@PEMEXMBXVS01.jellyfishnet.co.uk.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64FE4702@s-wor-e-001.SCOUTSOFFICE.local>
	<20090908202907.GJ38597@jibsheet.com>
	<1252480892.7988.4.camel@zitpcx6759>
	<20090909134442.GK38597@jibsheet.com>
	<C5C7E297C4A0ED4093C5CBF8DC0B3805B5D55224DB@PEMEXMBXVS01.jellyfishnet.co.uk.local>
Message-ID: <20090909155900.GM38597@jibsheet.com>

On Wed, Sep 09, 2009 at 04:05:21PM +0100, Steve Anderson wrote:
> Check the mail headers of the mail they're sending.
> 
> It's probable that there's a header in there that blocks a ticket being created, in the same way that RT manages it. (X-RT-Loop-Prevention for RT)

RT's decision making process is slightly more complicated than just
X-RT-Loop-Prevention

-kevin

> 
> Then, set a scrip that stops a mail going back out, if this is found?
> 
> Or possibly, block it before it hits RT, with however you're filtering mail inbound.
> 
> 
> Steve Anderson
> 
> 
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: 09 September 2009 2:45 PM
> To: Sven Sternberger
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Dealing with other ticket systems
> 
> On Wed, Sep 09, 2009 at 09:21:32AM +0200, Sven Sternberger wrote:
> > On Di, 2009-09-08 at 16:29 -0400, Kevin Falcone wrote:
> > > The easiest thing to do is to tell RT to never send this system mail.
> > >
> > > If they set headers properly, this wouldn't happen.
> > >
> > > Go into Configuration -> Users, search for the Track-IT email address
> > > and change the user record so that the Username is the email address
> > > and the email address is blank.
> >
> > but than it wouldn't be possible to send a email to the
> > customer with a reply and you have to add the email
> > address every time as one-time cc.
> 
> But if any reply sent to them causes a mail loop, then you *really*
> don't want to ever send them mail.
> 
> -kevin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 email has been scanned by Netintelligence
> http://www.netintelligence.com/email
> 
> 
> BiP Solutions Limited is a company registered in Scotland with Company
> Number SC086146 and VAT number 383030966 and having its registered
> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
> 
> ****************************************************************************
> This e-mail (and any attachment) is intended only for the attention of
> the addressee(s). Its unauthorised use, disclosure, storage or copying
> is not permitted. If you are not the intended recipient, please destroy
> all copies and inform the sender by return e-mail.
> This e-mail (whether you are the sender or the recipient) may be
> monitored, recorded and retained by BiP Solutions Ltd.
> E-mail monitoring/ blocking software may be used, and e-mail content may
> be read at any time.You have a responsibility to ensure laws are not
> broken when composing or forwarding e-mails and their contents.
> ****************************************************************************
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From jpierce at cambridgeenergyalliance.org  Wed Sep  9 12:06:33 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 9 Sep 2009 12:06:33 -0400
Subject: [rt-users] forwarding tickets
In-Reply-To: <20090909155702.GC24760@linux02.lib.cam.ac.uk>
References: <20090909155702.GC24760@linux02.lib.cam.ac.uk>
Message-ID: <be7163f0909090906g3085a8dch83dd0b54909fcb4f@mail.gmail.com>

On Wed, Sep 9, 2009 at 11:57, Ray Horne<rjh1011 at cam.ac.uk> wrote:
> I want to be able to sometimes forward a ticket to someone who is not
> an RT user. The forward button in the ticket history does this but you
> have to type in the email address in full each time. It would be nice
> to have a drop down list of predefined email addresses to select from.
It would be a pain to maintain a list of users independent from those in RT.
I recommend you either add these folks as unprivileged users, and use
Nicholas' email completion extension, or rely upon your browser's form
completion cache.


From jpierce at cambridgeenergyalliance.org  Wed Sep  9 12:13:31 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 9 Sep 2009 12:13:31 -0400
Subject: [rt-users] Send new Ticket ID to external program
In-Reply-To: <817871.91793.qm@web63908.mail.re1.yahoo.com>
References: <817871.91793.qm@web63908.mail.re1.yahoo.com>
Message-ID: <be7163f0909090913r4eb8d8b2vab548a0f94126184@mail.gmail.com>

Create a template with the desired information, and used it in a scrip
that's triggered on ticket creation. Your template might look something like:

  To: ExternalCommandWrapper at localhost

  Blah blah blah

The wrapper can then parse whatever information is needed from the
message body, subject or headers (including ticket ID) and pass it on.
Alternatively, if your command needs only the id, you could simply add

  bcc: ExternalCommandWrapper at localhost

To the header section of you existing autoreply template.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From hall at fas.sfu.ca  Wed Sep  9 12:26:14 2009
From: hall at fas.sfu.ca (Gary Hall)
Date: Wed, 09 Sep 2009 09:26:14 -0700
Subject: [rt-users] problem with Attachments table prevents DB dump
Message-ID: <4AA7D726.3010400@fas.sfu.ca>

Folks,

For the past couple of days the mysqldump command that I use to back up 
my RT database has been failing with the following message:

mysqldump: Error 2013: Lost connection to MySQL server during query when 
dumping table `Attachments` at row: 216061

I'm running mysqldump thusly:

mysqldump --defaults-extra-file=/etc/mysql/backup_creds.cnf 
--default-character-set=binary --opt --flush-logs --databases rt3_fas

If anyone has any insight into what may be causing this problem and how 
it may be remedied, I'd be grateful to hear from him or her.

Regards,

Gary Hall
Faculty of Applied Sciences
Simon Fraser University


From manohar.r at glowtouch.com  Wed Sep  9 13:19:36 2009
From: manohar.r at glowtouch.com (manohar.r at glowtouch.com)
Date: Wed, 9 Sep 2009 12:19:36 -0500 (CDT)
Subject: [rt-users] MIME in RT.
Message-ID: <3191.122.181.6.50.1252516776.squirrel@glowtouch.com>

Hi,

This is another mail with text/plain content mail forwarded as attachment.

Please lemme know if you could get the header of this mail as I am not sure.

Also is there any other way to extract the MIME header exactly VIA RT?

Thanks
Manohar
-------------- next part --------------
An embedded message was scrubbed...
From: "H Manohar rayker" <manohar.r at glowtouch.com>
Subject: test mail: IGNORE this.
Date: Wed, 9 Sep 2009 22:40:40 +0530
Size: 19754
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090909/ddc1832a/attachment.eml>

From fran at cis.uab.edu  Wed Sep  9 15:52:47 2009
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Wed, 09 Sep 2009 14:52:47 -0500
Subject: [rt-users] httpd processes consuming a lot of memory
Message-ID: <4AA8078F.2010900@cis.uab.edu>


Within the last week, the httpd processes on the RT server have started 
consuming much more memory than usual.  On a fresh restart, after I hit 
the Home page once, my httpd processes are up to 110-130m of memory per 
process.  This is a lot more than usual, and is causing our server 
(which has been running happily as a 512MB VM for years) to really 
thrash its swap.  Could this be the result of a bad ticket (poorly 
behaving attachment or something?)  MySQL database issue?  How best to 
hunt the cause?  I've been tuning down the various httpd.conf parameters 
for number of children, lifespan of children, etc... but as I said, the 
problem manifests on the very first hit after a restart, so I don't 
think that's it.  Thoughts?

-- 
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  Wed Sep  9 16:05:46 2009
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Wed, 09 Sep 2009 15:05:46 -0500
Subject: [rt-users] httpd processes consuming a lot of memory
In-Reply-To: <4AA8078F.2010900@cis.uab.edu>
References: <4AA8078F.2010900@cis.uab.edu>
Message-ID: <4AA80A9A.8030107@cis.uab.edu>


May be a false alarm, I think I traced this to a 3.2GB log file that I 
was using that was logging everything at 'warning' and above.  Of 
course, that begs the question "why did I have 3.2GB worth of warnings", 
but once I disabled this logging and went back to syslog-style logging, 
the system became MUCH snappier and mem usage is down.

Fran Fabrizio wrote:
> Within the last week, the httpd processes on the RT server have started 
> consuming much more memory than usual.  On a fresh restart, after I hit 
> the Home page once, my httpd processes are up to 110-130m of memory per 
> process.  This is a lot more than usual, and is causing our server 
> (which has been running happily as a 512MB VM for years) to really 
> thrash its swap.  Could this be the result of a bad ticket (poorly 
> behaving attachment or something?)  MySQL database issue?  How best to 
> hunt the cause?  I've been tuning down the various httpd.conf parameters 
> for number of children, lifespan of children, etc... but as I said, the 
> problem manifests on the very first hit after a restart, so I don't 
> think that's it.  Thoughts?
>
>   


-- 
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 kmckinnis at tivo.com  Wed Sep  9 17:50:02 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Wed, 9 Sep 2009 14:50:02 -0700
Subject: [rt-users] sanity check on a scrip/custom flow
Message-ID: <79E0423E511EB7469840F12A98F81BC80473C808E1@CORPEX01.Tivo.com>

So a little background... this used to work. Then I rebuilt the system, and all I can think is that I missed a step somewhere.

I have a queue called te-accounts. Vendors/partners email it to get an automated account set up. It's supposed to look at the domain they're emailing from, and add the user to the appropriate group. Then it is supposed to resolve the ticket, and reply to the requestor with a custom template.

What's actually happening is that it opens a ticket, immediately resolves the ticket, and responds with the generic resolved template. The user is never added to any groups.

I could use a sanity check on the moving parts to make sure I didn't miss something silly.

Queue "accounts" allows "Everyone" and "Unpriviledged" to "CreateTicket".


/etc/aliases (emails me the original request also, so I can manually intervene when it breaks)
te-accounts: accounts-queue, accounts-email
accounts-queue: "|/usr/bin/rt-mailgate --queue accounts --action correspond --url https://spdsupport.tivo.com/ --timeout 1000"
accounts-email: kmckinnis at tivo.com<mailto:kmckinnis at tivo.com>

accounts queue scrips:
Description: Adding new users to group based on domain
Condition: On Create
Action: User Defined
Template: Global Template: Autoreply
Stage: TransactionCreate

Custom condition <blank>
Custom action preparation code: return 1;
Custom action cleanup code:
# Domains we want to move
my $domains = {};

my %domain_map = (
                   '\@.*\.?comcast\.com'         => "comcast",
                   '\@.*\.?cox\.com'        => "cox",
                   '\@.*\.?tvworks\.com'        => "comcast",
                 '\@.*\.?tivo\.com'      => "support"
                );

#Check each of our defined domains for a match
foreach my $domainKey (keys %domain_map ){
if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) {
    # Domain matches - move to the right group

my $user = RT::User->new( $RT::SystemUser );
$user->LoadByEmail($self->TicketObj->RequestorAddresses);
die "couldn't load user" unless $user->id;
my $group = RT::Group->new( $RT::SystemUser );
    $group->LoadUserDefinedGroup( $domain_map{$domainKey} );
    $group->AddMember($user->id);
    }
}

Description: Resolve all tickets in this queue
Condition: On create
Action: User Defined
Template: Global template: group addition
Stage: TransactionCreate
Custom condition: <blank>
Custom action preparation code: return 1;
Custom action cleanup code:
$self->TicketObj->SetStatus('resolved');
return 1;


Global template for resolve account only tickets:
Subject: Resolved: {$Ticket->Subject}

Your account has been given permissions to the $group queue. Please log in via the web interface at ".$RT::WebURL." to view tickets for the $group queue.

                        Thank you.
                        {$Ticket->QueueObj->CorrespondAddress()}

-------------------------------------------------------------------------
{$Transaction->Content()}



So what the heck am I missing?

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090909/2fc83f94/attachment.htm>

From kmckinnis at tivo.com  Wed Sep  9 17:55:39 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Wed, 9 Sep 2009 14:55:39 -0700
Subject: [rt-users] sanity check on a scrip/custom flow
In-Reply-To: <79E0423E511EB7469840F12A98F81BC80473C808E1@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC80473C808E1@CORPEX01.Tivo.com>
Message-ID: <79E0423E511EB7469840F12A98F81BC80473C808E8@CORPEX01.Tivo.com>

In addition, I should point out that we're running RT 3.4.5, and the following is the only logging for the transaction:

[Wed Sep  9 21:52:49 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - Subjectless message (/usr/lib/rt/RT/I18N.pm:226)
[Wed Sep  9 21:52:49 2009] [debug]: Guessed encoding: ascii (/usr/lib/rt/RT/I18N.pm:396)
[Wed Sep  9 21:52:49 2009] [debug]: Guessed encoding: ascii (/usr/lib/rt/RT/I18N.pm:396)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16134 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16135 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16136 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16137 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to prepare scrips for transaction #16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Wed Sep  9 21:52:49 2009] [debug]: Found 7 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Wed Sep  9 21:52:50 2009] [debug]: About to commit scrips for transaction #16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-1610.579-3-0 at TiVo> #579/16138 - Scrip 3  (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction #16139 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-1610.579-3-0 at TiVo> sent To: kmckinnis at tivo.com Cc:  Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-818.579-4-0 at TiVo> #579/16138 - Scrip 4  (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-818.579-4-0 at TiVo> No recipients found. Not sending.
 (/usr/lib/rt/RT/Action/SendEmail.pm:249)
[Wed Sep  9 21:52:50 2009] [debug]: To email was: te-accounts <te-accounts at tivo.com> ((eval 2282):4)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction #16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [debug]: About to prepare scrips for transaction #16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Wed Sep  9 21:52:50 2009] [debug]: Found 2 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Wed Sep  9 21:52:50 2009] [debug]: About to commit scrips for transaction #16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-1012.579-10-0 at TiVo> #579/16140 - Scrip 10  (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction #16141 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-1012.579-10-0 at TiVo> sent To: kmckinnis at tivo.com Cc:  Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-929.579-22-0 at TiVo> #579/16138 - Scrip 22 Notify Ccs on New Ticket (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction #16142 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-929.579-22-0 at TiVo> sent To:  Cc: te-accounts at tivo.com Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: Ticket 579 created in queue 'accounts' by kmckinnis (/usr/lib/rt/RT/Ticket_Overlay.pm:730)
[Wed Sep  9 21:52:51 2009] [debug]: Found a ticket ID. It's 579 (/usr/local/rt/lib/RT/Interface/Email.pm:483)
[Wed Sep  9 21:52:51 2009] [crit]: RT Recieved mail (<rt-3.4.5-22811-1252533170-929.579-22-0 at TiVo>
) from itself. (/usr/local/rt/lib/RT/Interface/Email.pm:732)
[Wed Sep  9 21:52:51 2009] [crit]: RT thinks this message may be a bounce (/usr/local/rt/lib/RT/Interface/Email.pm:736)

________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, September 09, 2009 2:50 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] sanity check on a scrip/custom flow

So a little background... this used to work. Then I rebuilt the system, and all I can think is that I missed a step somewhere.

I have a queue called te-accounts. Vendors/partners email it to get an automated account set up. It's supposed to look at the domain they're emailing from, and add the user to the appropriate group. Then it is supposed to resolve the ticket, and reply to the requestor with a custom template.

What's actually happening is that it opens a ticket, immediately resolves the ticket, and responds with the generic resolved template. The user is never added to any groups.

I could use a sanity check on the moving parts to make sure I didn't miss something silly.

Queue "accounts" allows "Everyone" and "Unpriviledged" to "CreateTicket".


/etc/aliases (emails me the original request also, so I can manually intervene when it breaks)
te-accounts: accounts-queue, accounts-email
accounts-queue: "|/usr/bin/rt-mailgate --queue accounts --action correspond --url https://spdsupport.tivo.com/ --timeout 1000"
accounts-email: kmckinnis at tivo.com<mailto:kmckinnis at tivo.com>

accounts queue scrips:
Description: Adding new users to group based on domain
Condition: On Create
Action: User Defined
Template: Global Template: Autoreply
Stage: TransactionCreate

Custom condition <blank>
Custom action preparation code: return 1;
Custom action cleanup code:
# Domains we want to move
my $domains = {};

my %domain_map = (
                   '\@.*\.?comcast\.com'         => "comcast",
                   '\@.*\.?cox\.com'        => "cox",
                   '\@.*\.?tvworks\.com'        => "comcast",
                 '\@.*\.?tivo\.com'      => "support"
                );

#Check each of our defined domains for a match
foreach my $domainKey (keys %domain_map ){
if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) {
    # Domain matches - move to the right group

my $user = RT::User->new( $RT::SystemUser );
$user->LoadByEmail($self->TicketObj->RequestorAddresses);
die "couldn't load user" unless $user->id;
my $group = RT::Group->new( $RT::SystemUser );
    $group->LoadUserDefinedGroup( $domain_map{$domainKey} );
    $group->AddMember($user->id);
    }
}

Description: Resolve all tickets in this queue
Condition: On create
Action: User Defined
Template: Global template: group addition
Stage: TransactionCreate
Custom condition: <blank>
Custom action preparation code: return 1;
Custom action cleanup code:
$self->TicketObj->SetStatus('resolved');
return 1;


Global template for resolve account only tickets:
Subject: Resolved: {$Ticket->Subject}

Your account has been given permissions to the $group queue. Please log in via the web interface at ".$RT::WebURL." to view tickets for the $group queue.

                        Thank you.
                        {$Ticket->QueueObj->CorrespondAddress()}

-------------------------------------------------------------------------
{$Transaction->Content()}



So what the heck am I missing?

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090909/806c671e/attachment.htm>

From smccreadie at CanyonPartners.com  Wed Sep  9 18:05:48 2009
From: smccreadie at CanyonPartners.com (Sean McCreadie)
Date: Wed, 9 Sep 2009 15:05:48 -0700
Subject: [rt-users] RT4 Status Report
In-Reply-To: <20090909142959.GD29160@mar-adentro.intra>
References: <715462ED20ADA945A36A926EBDDBB33B0B63093AAC@SR-ES-EMAIL05.canyonpartners.local>
	<20090909142959.GD29160@mar-adentro.intra>
Message-ID: <715462ED20ADA945A36A926EBDDBB33B0B63093B09@SR-ES-EMAIL05.canyonpartners.local>

OK thanks good to know.  So a release date is 2010?  Ill work on upgrading production to 3.8.4, hopefully there will be some sort of upgrade path to 4.0 when it is released?  Thanks for all the hard work and a great product!

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Wednesday, September 09, 2009 7:30 AM
To: Sean McCreadie
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT4 Status Report




On Wed  9.Sep'09 at  6:57:46 -0700, Sean McCreadie wrote:
> I haven?t seen a status report since the one in March, are there any updates? 
> I am looking to upgrade my system soon but understand RT4 will be a major
> upgrade, so Im anxious to see it released.  Thank you.

We're hard at work. It's hard work. And clients always come first ;)

You shouldn't be planning to upgrade a production RT instance to RT 4.0
in 2009. It's a fairly serious project with a LOT of code churn.

From kmckinnis at tivo.com  Wed Sep  9 18:09:22 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Wed, 9 Sep 2009 15:09:22 -0700
Subject: [rt-users] sanity check on a scrip/custom flow
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B063963743D@RCLTEXCMS02.resource.hearstcorp.com>
References: <79E0423E511EB7469840F12A98F81BC80473C808E8@CORPEX01.Tivo.com>
	<39A20BAEB14A6344A0646DD5C8F98D4B063963743D@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <79E0423E511EB7469840F12A98F81BC80473C808ED@CORPEX01.Tivo.com>

Brilliant! I did not have that line. I lost my SiteConfig in the major crash we had. Don't even ask why this machine only had a single HDD. Thank you!

________________________________
From: Lander, Scott [mailto:slander at hearstsc.com]
Sent: Wednesday, September 09, 2009 3:00 PM
To: Kimberly McKinnis
Subject: RE: sanity check on a scrip/custom flow

Did you forget to

Set($AutoCreateNonExternalUsers,    1);

in etc/RT_SiteConfig.pm, perhaps?



________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, September 09, 2009 5:56 PM
To: Kimberly McKinnis; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] sanity check on a scrip/custom flow
In addition, I should point out that we're running RT 3.4.5, and the following is the only logging for the transaction:

[Wed Sep  9 21:52:49 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - Subjectless message (/usr/lib/rt/RT/I18N.pm:226)
[Wed Sep  9 21:52:49 2009] [debug]: Guessed encoding: ascii (/usr/lib/rt/RT/I18N.pm:396)
[Wed Sep  9 21:52:49 2009] [debug]: Guessed encoding: ascii (/usr/lib/rt/RT/I18N.pm:396)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16134 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16135 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16136 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16137 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to prepare scrips for transaction #16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Wed Sep  9 21:52:49 2009] [debug]: Found 7 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Wed Sep  9 21:52:50 2009] [debug]: About to commit scrips for transaction #16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-1610.579-3-0 at TiVo> #579/16138 - Scrip 3  (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction #16139 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-1610.579-3-0 at TiVo> sent To: kmckinnis at tivo.com Cc:  Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-818.579-4-0 at TiVo> #579/16138 - Scrip 4  (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-818.579-4-0 at TiVo> No recipients found. Not sending.
 (/usr/lib/rt/RT/Action/SendEmail.pm:249)
[Wed Sep  9 21:52:50 2009] [debug]: To email was: te-accounts <te-accounts at tivo.com> ((eval 2282):4)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction #16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [debug]: About to prepare scrips for transaction #16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Wed Sep  9 21:52:50 2009] [debug]: Found 2 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Wed Sep  9 21:52:50 2009] [debug]: About to commit scrips for transaction #16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-1012.579-10-0 at TiVo> #579/16140 - Scrip 10  (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction #16141 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-1012.579-10-0 at TiVo> sent To: kmckinnis at tivo.com Cc:  Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-929.579-22-0 at TiVo> #579/16138 - Scrip 22 Notify Ccs on New Ticket (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction #16142 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-929.579-22-0 at TiVo> sent To:  Cc: te-accounts at tivo.com Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: Ticket 579 created in queue 'accounts' by kmckinnis (/usr/lib/rt/RT/Ticket_Overlay.pm:730)
[Wed Sep  9 21:52:51 2009] [debug]: Found a ticket ID. It's 579 (/usr/local/rt/lib/RT/Interface/Email.pm:483)
[Wed Sep  9 21:52:51 2009] [crit]: RT Recieved mail (<rt-3.4.5-22811-1252533170-929.579-22-0 at TiVo>
) from itself. (/usr/local/rt/lib/RT/Interface/Email.pm:732)
[Wed Sep  9 21:52:51 2009] [crit]: RT thinks this message may be a bounce (/usr/local/rt/lib/RT/Interface/Email.pm:736)

________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, September 09, 2009 2:50 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] sanity check on a scrip/custom flow

So a little background... this used to work. Then I rebuilt the system, and all I can think is that I missed a step somewhere.

I have a queue called te-accounts. Vendors/partners email it to get an automated account set up. It's supposed to look at the domain they're emailing from, and add the user to the appropriate group. Then it is supposed to resolve the ticket, and reply to the requestor with a custom template.

What's actually happening is that it opens a ticket, immediately resolves the ticket, and responds with the generic resolved template. The user is never added to any groups.

I could use a sanity check on the moving parts to make sure I didn't miss something silly.

Queue "accounts" allows "Everyone" and "Unpriviledged" to "CreateTicket".


/etc/aliases (emails me the original request also, so I can manually intervene when it breaks)
te-accounts: accounts-queue, accounts-email
accounts-queue: "|/usr/bin/rt-mailgate --queue accounts --action correspond --url https://spdsupport.tivo.com/ --timeout 1000"
accounts-email: kmckinnis at tivo.com<mailto:kmckinnis at tivo.com>

accounts queue scrips:
Description: Adding new users to group based on domain
Condition: On Create
Action: User Defined
Template: Global Template: Autoreply
Stage: TransactionCreate

Custom condition <blank>
Custom action preparation code: return 1;
Custom action cleanup code:
# Domains we want to move
my $domains = {};

my %domain_map = (
                   '\@.*\.?comcast\.com'         => "comcast",
                   '\@.*\.?cox\.com'        => "cox",
                   '\@.*\.?tvworks\.com'        => "comcast",
                 '\@.*\.?tivo\.com'      => "support"
                );

#Check each of our defined domains for a match
foreach my $domainKey (keys %domain_map ){
if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) {
    # Domain matches - move to the right group

my $user = RT::User->new( $RT::SystemUser );
$user->LoadByEmail($self->TicketObj->RequestorAddresses);
die "couldn't load user" unless $user->id;
my $group = RT::Group->new( $RT::SystemUser );
    $group->LoadUserDefinedGroup( $domain_map{$domainKey} );
    $group->AddMember($user->id);
    }
}

Description: Resolve all tickets in this queue
Condition: On create
Action: User Defined
Template: Global template: group addition
Stage: TransactionCreate
Custom condition: <blank>
Custom action preparation code: return 1;
Custom action cleanup code:
$self->TicketObj->SetStatus('resolved');
return 1;


Global template for resolve account only tickets:
Subject: Resolved: {$Ticket->Subject}

Your account has been given permissions to the $group queue. Please log in via the web interface at ".$RT::WebURL." to view tickets for the $group queue.

                        Thank you.
                        {$Ticket->QueueObj->CorrespondAddress()}

-------------------------------------------------------------------------
{$Transaction->Content()}



So what the heck am I missing?

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607










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

This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.

------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090909/5c5bad29/attachment.htm>

From jesse at bestpractical.com  Wed Sep  9 18:11:04 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 9 Sep 2009 18:11:04 -0400
Subject: [rt-users] RT4 Status Report
In-Reply-To: <715462ED20ADA945A36A926EBDDBB33B0B63093B09@SR-ES-EMAIL05.canyonpartners.local>
References: <715462ED20ADA945A36A926EBDDBB33B0B63093AAC@SR-ES-EMAIL05.canyonpartners.local>
	<20090909142959.GD29160@mar-adentro.intra>
	<715462ED20ADA945A36A926EBDDBB33B0B63093B09@SR-ES-EMAIL05.canyonpartners.local>
Message-ID: <20090909221104.GY12647@bestpractical.com>




On Wed, Sep 09, 2009 at 03:05:48PM -0700, Sean McCreadie wrote:
> OK thanks good to know.  So a release date is 2010?  Ill work on upgrading production to 3.8.4, hopefully there will be some sort of upgrade path to 4.0 when it is released?  Thanks for all the hard work and a great product!

There will, of course, be an upgrade path.  I don't want to promise that
you won't see a release in 2009. But I also don't want to promise that
you will ;)

Best,
Jesse


From kmckinnis at tivo.com  Wed Sep  9 18:15:24 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Wed, 9 Sep 2009 15:15:24 -0700
Subject: [rt-users] sanity check on a scrip/custom flow
In-Reply-To: <79E0423E511EB7469840F12A98F81BC80473C808ED@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC80473C808E8@CORPEX01.Tivo.com>
	<39A20BAEB14A6344A0646DD5C8F98D4B063963743D@RCLTEXCMS02.resource.hearstcorp.com>
	<79E0423E511EB7469840F12A98F81BC80473C808ED@CORPEX01.Tivo.com>
Message-ID: <79E0423E511EB7469840F12A98F81BC80473C808F4@CORPEX01.Tivo.com>

Unfortunately, it's still not sending the custom template as a reply after it resolves the ticket.

Is this correct? I don't remember having a separate scrip to send the template separately from resolving.

Description: Resolve all tickets in this queue
Condition: On create
Action: User Defined
Template: Global template: group addition
Stage: TransactionCreate
Custom condition: <blank>
Custom action preparation code: return 1;
Custom action cleanup code:
$self->TicketObj->SetStatus('resolved');
return 1;

________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, September 09, 2009 3:09 PM
To: Lander, Scott; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] sanity check on a scrip/custom flow

Brilliant! I did not have that line. I lost my SiteConfig in the major crash we had. Don't even ask why this machine only had a single HDD. Thank you!

________________________________
From: Lander, Scott [mailto:slander at hearstsc.com]
Sent: Wednesday, September 09, 2009 3:00 PM
To: Kimberly McKinnis
Subject: RE: sanity check on a scrip/custom flow

Did you forget to

Set($AutoCreateNonExternalUsers,    1);

in etc/RT_SiteConfig.pm, perhaps?



________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, September 09, 2009 5:56 PM
To: Kimberly McKinnis; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] sanity check on a scrip/custom flow
In addition, I should point out that we're running RT 3.4.5, and the following is the only logging for the transaction:

[Wed Sep  9 21:52:49 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - Subjectless message (/usr/lib/rt/RT/I18N.pm:226)
[Wed Sep  9 21:52:49 2009] [debug]: Guessed encoding: ascii (/usr/lib/rt/RT/I18N.pm:396)
[Wed Sep  9 21:52:49 2009] [debug]: Guessed encoding: ascii (/usr/lib/rt/RT/I18N.pm:396)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16134 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16135 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16136 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16137 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction #16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to prepare scrips for transaction #16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Wed Sep  9 21:52:49 2009] [debug]: Found 7 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Wed Sep  9 21:52:50 2009] [debug]: About to commit scrips for transaction #16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-1610.579-3-0 at TiVo> #579/16138 - Scrip 3  (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction #16139 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-1610.579-3-0 at TiVo> sent To: kmckinnis at tivo.com Cc:  Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-818.579-4-0 at TiVo> #579/16138 - Scrip 4  (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-818.579-4-0 at TiVo> No recipients found. Not sending.
 (/usr/lib/rt/RT/Action/SendEmail.pm:249)
[Wed Sep  9 21:52:50 2009] [debug]: To email was: te-accounts <te-accounts at tivo.com> ((eval 2282):4)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction #16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [debug]: About to prepare scrips for transaction #16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Wed Sep  9 21:52:50 2009] [debug]: Found 2 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Wed Sep  9 21:52:50 2009] [debug]: About to commit scrips for transaction #16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-1012.579-10-0 at TiVo> #579/16140 - Scrip 10  (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction #16141 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-1012.579-10-0 at TiVo> sent To: kmckinnis at tivo.com Cc:  Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-929.579-22-0 at TiVo> #579/16138 - Scrip 22 Notify Ccs on New Ticket (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction #16142 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-929.579-22-0 at TiVo> sent To:  Cc: te-accounts at tivo.com Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: Ticket 579 created in queue 'accounts' by kmckinnis (/usr/lib/rt/RT/Ticket_Overlay.pm:730)
[Wed Sep  9 21:52:51 2009] [debug]: Found a ticket ID. It's 579 (/usr/local/rt/lib/RT/Interface/Email.pm:483)
[Wed Sep  9 21:52:51 2009] [crit]: RT Recieved mail (<rt-3.4.5-22811-1252533170-929.579-22-0 at TiVo>
) from itself. (/usr/local/rt/lib/RT/Interface/Email.pm:732)
[Wed Sep  9 21:52:51 2009] [crit]: RT thinks this message may be a bounce (/usr/local/rt/lib/RT/Interface/Email.pm:736)

________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, September 09, 2009 2:50 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] sanity check on a scrip/custom flow

So a little background... this used to work. Then I rebuilt the system, and all I can think is that I missed a step somewhere.

I have a queue called te-accounts. Vendors/partners email it to get an automated account set up. It's supposed to look at the domain they're emailing from, and add the user to the appropriate group. Then it is supposed to resolve the ticket, and reply to the requestor with a custom template.

What's actually happening is that it opens a ticket, immediately resolves the ticket, and responds with the generic resolved template. The user is never added to any groups.

I could use a sanity check on the moving parts to make sure I didn't miss something silly.

Queue "accounts" allows "Everyone" and "Unpriviledged" to "CreateTicket".


/etc/aliases (emails me the original request also, so I can manually intervene when it breaks)
te-accounts: accounts-queue, accounts-email
accounts-queue: "|/usr/bin/rt-mailgate --queue accounts --action correspond --url https://spdsupport.tivo.com/ --timeout 1000"
accounts-email: kmckinnis at tivo.com<mailto:kmckinnis at tivo.com>

accounts queue scrips:
Description: Adding new users to group based on domain
Condition: On Create
Action: User Defined
Template: Global Template: Autoreply
Stage: TransactionCreate

Custom condition <blank>
Custom action preparation code: return 1;
Custom action cleanup code:
# Domains we want to move
my $domains = {};

my %domain_map = (
                   '\@.*\.?comcast\.com'         => "comcast",
                   '\@.*\.?cox\.com'        => "cox",
                   '\@.*\.?tvworks\.com'        => "comcast",
                 '\@.*\.?tivo\.com'      => "support"
                );

#Check each of our defined domains for a match
foreach my $domainKey (keys %domain_map ){
if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) {
    # Domain matches - move to the right group

my $user = RT::User->new( $RT::SystemUser );
$user->LoadByEmail($self->TicketObj->RequestorAddresses);
die "couldn't load user" unless $user->id;
my $group = RT::Group->new( $RT::SystemUser );
    $group->LoadUserDefinedGroup( $domain_map{$domainKey} );
    $group->AddMember($user->id);
    }
}

Description: Resolve all tickets in this queue
Condition: On create
Action: User Defined
Template: Global template: group addition
Stage: TransactionCreate
Custom condition: <blank>
Custom action preparation code: return 1;
Custom action cleanup code:
$self->TicketObj->SetStatus('resolved');
return 1;


Global template for resolve account only tickets:
Subject: Resolved: {$Ticket->Subject}

Your account has been given permissions to the $group queue. Please log in via the web interface at ".$RT::WebURL." to view tickets for the $group queue.

                        Thank you.
                        {$Ticket->QueueObj->CorrespondAddress()}

-------------------------------------------------------------------------
{$Transaction->Content()}



So what the heck am I missing?

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607










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

This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.

------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090909/2aa3a692/attachment.htm>

From mr.vandeley at gmail.com  Wed Sep  9 18:48:19 2009
From: mr.vandeley at gmail.com (Adolfo Mena Gonzalez)
Date: Wed, 9 Sep 2009 19:48:19 -0300
Subject: [rt-users] RTFM, classes and group rights
Message-ID: <1b47fd660909091548k197b76f7l1d3b6eb346755118@mail.gmail.com>

Hello all,

I don't understand how rights are applied to classes on RTFM.

I have two classes:

*General*
-Group rights:
--Everyone:
SeeClass
ShowArticle
ShowArticleHistory
--Helpdesk:
AdminTopics
CreateArticle
DeleteArticle
ModifyACL
ModifyArticle
ModifyArticleTopics
SeeClass
ShowACL
ShowArticle
ShowArticleHistory

*Services*
-Group rights:
--Helpdesk:
CreateArticle
DeleteArticle
ModifyArticle
ModifyArticleTopics
SeeClass
ShowACL
ShowArticle
ShowArticleHistory

Class General is for everyone and class Services is for articles that
helpdesk people use.
I'd like Unprivileged users to see only articles on class General but
not articles of class Services.
Each class has its own wikitext area CustomField.

If Global group rights are set like this:
--Everyone
ShowArticle

unprivileged users can search through the RTFM articles. They see all
articles. Even an article from the class Services but they doesn't see
the article content. (because the CustomField right)

If Global group rights are empty, unprivileged users doesn't see any
article. They can't even search them.

I believe if global group rights are empty, per class group rights
apply. doesn't?

Well, this question has gone too lengthy. Hope I've put everything you need.

Kind regards,

Adolfo


From tariq.doukkali at autoform.de  Thu Sep 10 03:56:30 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Thu, 10 Sep 2009 09:56:30 +0200
Subject: [rt-users] Edit button is missing on version 3.8.1
Message-ID: <192B76E92530564BAAB9DD78BAE565B7412606FCF0@chexchange.autoform.com>

Hi,

on version 3.8.1 is it possible to edit comments after I created them??? On version 3.2.1 exists an edit button to do that !!!

any idea ??

Many thanks

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090910/253716c1/attachment.htm>

From jesse at bestpractical.com  Thu Sep 10 04:07:15 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Sep 2009 04:07:15 -0400
Subject: [rt-users] Edit button is missing on version 3.8.1
In-Reply-To: <192B76E92530564BAAB9DD78BAE565B7412606FCF0@chexchange.autoform.com>
References: <192B76E92530564BAAB9DD78BAE565B7412606FCF0@chexchange.autoform.com>
Message-ID: <20090910080715.GA12647@bestpractical.com>




On Thu, Sep 10, 2009 at 09:56:30AM +0200, Tariq Doukkali wrote:
> Hi,
> 
> on version 3.8.1 is it possible to edit comments after I created them??? On version 3.2.1 exists an edit button to do that !!!


Can you show us a screenshot of your 3.2.1 instance? That certainly
wasn't a stock feature.
> 
> any idea ??
> 
> Many thanks
> 

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

-- 


From sven.sternberger at desy.de  Thu Sep 10 04:35:20 2009
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Thu, 10 Sep 2009 10:35:20 +0200
Subject: [rt-users] Problems with rt-shredder / rt-validator
Message-ID: <1252571720.24741.14.camel@zitpcx6759>

Hello!

RT3.8.4/mysql5/ScientificLinux 5 (RHEL-Clone)

I try to erease an old tickets from our RT, but this fails with the 
message "Couldn't wipeout object: Can't call method "IsLocal" on an 
undefined value at /opt/rt3/sbin/../lib/RT/URI.pm line 249, <STDIN> line
1."

I tried rt-validator. But this don't help, the ticket can't be 
wipeout afterwards. *

If I try to open the ticket in the Web-UI, the Link-Box is missing
instead there is the message Can't call method "Object" on an undefined
value at /opt/rt3/bin/../lib/RT/URI.pm line 232"

I found one record in the Links table which referenced this ticket
(as LocalBase). I deleted this record, but the problem remains. *

(* on a test machine, with copy of the production data)

Any ideas what I can do to repair the DB?

best regards!

sven



From tariq.doukkali at autoform.de  Thu Sep 10 05:02:37 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Thu, 10 Sep 2009 11:02:37 +0200
Subject: [rt-users] Edit button is missing on version 3.8.1
In-Reply-To: <20090910080715.GA12647@bestpractical.com>
References: <192B76E92530564BAAB9DD78BAE565B7412606FCF0@chexchange.autoform.com>
	<20090910080715.GA12647@bestpractical.com>
Message-ID: <192B76E92530564BAAB9DD78BAE565B7412606FD4D@chexchange.autoform.com>


Hi,

as attachment you find a screenshot of 3.2.1 instance. 

Many Thanks

-----Urspr?ngliche Nachricht-----
Von: Jesse Vincent [mailto:jesse at bestpractical.com] 
Gesendet: Donnerstag, 10. September 2009 10:07
An: Tariq Doukkali
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Edit button is missing on version 3.8.1




On Thu, Sep 10, 2009 at 09:56:30AM +0200, Tariq Doukkali wrote:
> Hi,
> 
> on version 3.8.1 is it possible to edit comments after I created them??? On version 3.2.1 exists an edit button to do that !!!


Can you show us a screenshot of your 3.2.1 instance? That certainly
wasn't a stock feature.
> 
> any idea ??
> 
> Many thanks
> 

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

-- 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: edit_ticket.JPG
Type: image/jpeg
Size: 36429 bytes
Desc: edit_ticket.JPG
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090910/5f33cc86/attachment.jpe>

From jesse at bestpractical.com  Thu Sep 10 08:34:11 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Sep 2009 08:34:11 -0400
Subject: [rt-users] Edit button is missing on version 3.8.1
In-Reply-To: <192B76E92530564BAAB9DD78BAE565B7412606FD4D@chexchange.autoform.com>
References: <192B76E92530564BAAB9DD78BAE565B7412606FCF0@chexchange.autoform.com>
	<20090910080715.GA12647@bestpractical.com>
	<192B76E92530564BAAB9DD78BAE565B7412606FD4D@chexchange.autoform.com>
Message-ID: <20090910123411.GA2588@mar-adentro.intra>




On Thu 10.Sep'09 at 11:02:37 +0200, Tariq Doukkali wrote:
> 
> Hi,
> 
> as attachment you find a screenshot of 3.2.1 instance. 


That's definitely a local customization to 3.2.

> 
> Many Thanks
> 
> -----Urspr?ngliche Nachricht-----
> Von: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Gesendet: Donnerstag, 10. September 2009 10:07
> An: Tariq Doukkali
> Cc: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Edit button is missing on version 3.8.1
> 
> 
> 
> 
> On Thu, Sep 10, 2009 at 09:56:30AM +0200, Tariq Doukkali wrote:
> > Hi,
> > 
> > on version 3.8.1 is it possible to edit comments after I created them??? On version 3.2.1 exists an edit button to do that !!!
> 
> 
> Can you show us a screenshot of your 3.2.1 instance? That certainly
> wasn't a stock feature.
> > 
> > any idea ??
> > 
> > Many thanks
> > 
> 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> 
> -- 


-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 197 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090910/39b51155/attachment.sig>

From falcone at bestpractical.com  Thu Sep 10 11:38:56 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 10 Sep 2009 11:38:56 -0400
Subject: [rt-users] RTFM, classes and group rights
In-Reply-To: <1b47fd660909091548k197b76f7l1d3b6eb346755118@mail.gmail.com>
References: <1b47fd660909091548k197b76f7l1d3b6eb346755118@mail.gmail.com>
Message-ID: <20090910153856.GA850@jibsheet.com>

On Wed, Sep 09, 2009 at 07:48:19PM -0300, Adolfo Mena Gonzalez wrote:
> Class General is for everyone and class Services is for articles that
> helpdesk people use.
> I'd like Unprivileged users to see only articles on class General but
> not articles of class Services.
> Each class has its own wikitext area CustomField.
> 
> If Global group rights are set like this:
> --Everyone
> ShowArticle
> 
> unprivileged users can search through the RTFM articles. They see all
> articles. Even an article from the class Services but they doesn't see
> the article content. (because the CustomField right)
> 
> If Global group rights are empty, unprivileged users doesn't see any
> article. They can't even search them.
> 
> I believe if global group rights are empty, per class group rights
> apply. doesn't?
> 
> Well, this question has gone too lengthy. Hope I've put everything you need.

Currently RTFM's SelfService search relies on ShowArticle being handed
out globally before the Search box will appear.
You are correct that you can limit by not granting SeeCustomField to
Unprivileged in one of your classes, but as of now, you need to grant
ShowArticle globally for it to be visible at all in SelfService.

-kevin


From falcone at bestpractical.com  Thu Sep 10 11:41:05 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 10 Sep 2009 11:41:05 -0400
Subject: [rt-users] Problems with rt-shredder / rt-validator
In-Reply-To: <1252571720.24741.14.camel@zitpcx6759>
References: <1252571720.24741.14.camel@zitpcx6759>
Message-ID: <20090910154105.GB850@jibsheet.com>

On Thu, Sep 10, 2009 at 10:35:20AM +0200, Sven Sternberger wrote:
> I try to erease an old tickets from our RT, but this fails with the 
> message "Couldn't wipeout object: Can't call method "IsLocal" on an 
> undefined value at /opt/rt3/sbin/../lib/RT/URI.pm line 249, <STDIN> line
> 1."
> 
> I tried rt-validator. But this don't help, the ticket can't be 
> wipeout afterwards. *
> 
> If I try to open the ticket in the Web-UI, the Link-Box is missing
> instead there is the message Can't call method "Object" on an undefined
> value at /opt/rt3/bin/../lib/RT/URI.pm line 232"
> 
> I found one record in the Links table which referenced this ticket
> (as LocalBase). I deleted this record, but the problem remains. *
> 
> (* on a test machine, with copy of the production data)
> 
> Any ideas what I can do to repair the DB?

Did you search LocalTarget and LocalBase, or just LocalBase?

It might be instructive to see the deleted link record, but if the
error still shows up it implies that there is still a Link hiding.

-kevin


From ruslan.zakirov at gmail.com  Thu Sep 10 12:09:49 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 10 Sep 2009 20:09:49 +0400
Subject: [rt-users] Problems with rt-shredder / rt-validator
In-Reply-To: <1252571720.24741.14.camel@zitpcx6759>
References: <1252571720.24741.14.camel@zitpcx6759>
Message-ID: <589c94400909100909v4be80e40t37ac37a7c022a5b1@mail.gmail.com>

Hi Sven,

rt-validator lacks some checks regarding links and probably doesn't
catch many cases regarding Links table.

On Thu, Sep 10, 2009 at 12:35 PM, Sven
Sternberger<sven.sternberger at desy.de> wrote:
> Hello!
>
> RT3.8.4/mysql5/ScientificLinux 5 (RHEL-Clone)
>
> I try to erease an old tickets from our RT, but this fails with the
> message "Couldn't wipeout object: Can't call method "IsLocal" on an
> undefined value at /opt/rt3/sbin/../lib/RT/URI.pm line 249, <STDIN> line
> 1."
>
> I tried rt-validator. But this don't help, the ticket can't be
> wipeout afterwards. *
>
> If I try to open the ticket in the Web-UI, the Link-Box is missing
> instead there is the message Can't call method "Object" on an undefined
> value at /opt/rt3/bin/../lib/RT/URI.pm line 232"
>
> I found one record in the Links table which referenced this ticket
> (as LocalBase). I deleted this record, but the problem remains. *
>
> (* on a test machine, with copy of the production data)
>
> Any ideas what I can do to repair the DB?
>
> best regards!
>
> sven
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From mr.vandeley at gmail.com  Thu Sep 10 12:46:31 2009
From: mr.vandeley at gmail.com (Adolfo Mena Gonzalez)
Date: Thu, 10 Sep 2009 13:46:31 -0300
Subject: [rt-users] RTFM, classes and group rights
In-Reply-To: <20090910153856.GA850@jibsheet.com>
References: <1b47fd660909091548k197b76f7l1d3b6eb346755118@mail.gmail.com>
	<20090910153856.GA850@jibsheet.com>
Message-ID: <1b47fd660909100946j4a7c4acci768a2a4f6fcc72f6@mail.gmail.com>

On Thu, Sep 10, 2009 at 12:38 PM, Kevin Falcone
<falcone at bestpractical.com> wrote:

> Currently RTFM's SelfService search relies on ShowArticle being handed
> out globally before the Search box will appear.
> You are correct that you can limit by not granting SeeCustomField to
> Unprivileged in one of your classes, but as of now, you need to grant
> ShowArticle globally for it to be visible at all in SelfService.
>
> -kevin

OK, Thanks for your answer Kevin.


From lists_rt at amnesiamachine.com  Thu Sep 10 13:34:53 2009
From: lists_rt at amnesiamachine.com (RT Lists)
Date: Thu, 10 Sep 2009 11:34:53 -0600
Subject: [rt-users] Server error ("Invalid argument") using CLI tool
Message-ID: <2f57a68a0909101034k134aae0dv9d7500469c280c0@mail.gmail.com>

Hello all!

I'm running into a strange issue using the RT CLI tool on OSX 10.5.8 and
have exhausted my (limited) Perl troubleshooting capabilities.

Running the following (or any other query):

$ RTUSER="username" RTPASSWD="password" RTSERVER="
https://www.servername.com/rt" ./rt ls "status='open'"

...results in:

"rt: Server error: Can't connect to www.servername.com:443 (Invalid
argument) (500)"

I've tried running it against two RT instances on different boxes, both of
which are behind SSL, one with self-signed certs, one signed by GoDaddy.

Putting in a bogus plain HTTP URL causes the client to actually fetch data,
whereas attempting to access HTTPS URLs generates no network traffic or hits
on the server side.

I gather from some research that this error is actually generated by
LWP::UserAgent. Strangely, the same version of the CLI app is working *fine*
on another Mac I have at home (also OSX 10.5.8). Crypt::SSLeay has been
installed from CPAN on both machines, and OpenSSL has been installed from
MacPorts. As far as I can tell, both machines have the same up-to-date Perl
modules installed (including all the ones required in the CLI tool). Debug
output from the CLI tool (e.g. from RTDEBUG="3") has shed no further light.

I'd be immensely grateful for any further troubleshooting ideas.

Thanks folks!

-Matt
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090910/477cec7f/attachment.htm>

From slake at bcssi.com  Thu Sep 10 15:24:31 2009
From: slake at bcssi.com (Seth Lake)
Date: Thu, 10 Sep 2009 15:24:31 -0400
Subject: [rt-users] Custom Field, Searchable Date
In-Reply-To: <5E9FF12B52ED204A93333E4D767299750427F156@seadog.bcssi.com>
References: <5E9FF12B52ED204A93333E4D767299750427F156@seadog.bcssi.com>
Message-ID: <5E9FF12B52ED204A93333E4D767299750427F1B3@seadog.bcssi.com>

Just an FYI for any others in my boat, it looks like CustomField type
Date is slated for the 3.8.5 release...

http://rt3.fsck.com/Ticket/Display.html?id=13574



-----Original Message-----
From: Seth Lake 
Sent: Thursday, September 03, 2009 3:47 PM
To: 'RT-Users at lists.bestpractical.com'
Subject: Custom Field, Searchable Date

Hello.

Using the Asset Tracker module with RT, trying to get a custom field
(date) working in a searchable form.  We want to capture the service
contract expiration and run reports on expired/about-to-expire pieces.
I've seen the patch from...
	http://rt3.fsck.com/Ticket/Display.html?id=8721
...but I'm not having any luck applying it.  Can anyone confirm this
works in 3.8.4?

Seems to be a basic item, any plans to put this into the trunk?

Thanks.


From kfcrocker at lbl.gov  Thu Sep 10 18:14:26 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 10 Sep 2009 15:14:26 -0700
Subject: [rt-users] Custom Field, Searchable Date
In-Reply-To: <5E9FF12B52ED204A93333E4D767299750427F1B3@seadog.bcssi.com>
References: <5E9FF12B52ED204A93333E4D767299750427F156@seadog.bcssi.com>
	<5E9FF12B52ED204A93333E4D767299750427F1B3@seadog.bcssi.com>
Message-ID: <4AA97A42.4040603@lbl.gov>

Hallelujah!!!  Hallelujah!!! Praise be to the Gods of Perl and good 
design!!!

That will make life SSSOOOO much easier.

Kenn
LBNL

On 9/10/2009 12:24 PM, Seth Lake wrote:
> Just an FYI for any others in my boat, it looks like CustomField type
> Date is slated for the 3.8.5 release...
>
> http://rt3.fsck.com/Ticket/Display.html?id=13574
>
>
>
> -----Original Message-----
> From: Seth Lake 
> Sent: Thursday, September 03, 2009 3:47 PM
> To: 'RT-Users at lists.bestpractical.com'
> Subject: Custom Field, Searchable Date
>
> Hello.
>
> Using the Asset Tracker module with RT, trying to get a custom field
> (date) working in a searchable form.  We want to capture the service
> contract expiration and run reports on expired/about-to-expire pieces.
> I've seen the patch from...
> 	http://rt3.fsck.com/Ticket/Display.html?id=8721
> ...but I'm not having any luck applying it.  Can anyone confirm this
> works in 3.8.4?
>
> Seems to be a basic item, any plans to put this into the trunk?
>
> Thanks.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From falcone at bestpractical.com  Thu Sep 10 18:35:19 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 10 Sep 2009 18:35:19 -0400
Subject: [rt-users] Custom Field, Searchable Date
In-Reply-To: <4AA97A42.4040603@lbl.gov>
References: <5E9FF12B52ED204A93333E4D767299750427F156@seadog.bcssi.com>
	<5E9FF12B52ED204A93333E4D767299750427F1B3@seadog.bcssi.com>
	<4AA97A42.4040603@lbl.gov>
Message-ID: <20090910223519.GC850@jibsheet.com>

On Thu, Sep 10, 2009 at 03:14:26PM -0700, Ken Crocker wrote:
> Hallelujah!!!  Hallelujah!!! Praise be to the Gods of Perl and good 
> design!!!

The bug/patch is tagged as 'for review in 3.8.5' not 'going to be
included in 3.8.5'.   It isn't guaranteed to be in a release until it
is committed to 3.8-trunk and is included in the final release.

-kevin

> On 9/10/2009 12:24 PM, Seth Lake wrote:
> > Just an FYI for any others in my boat, it looks like CustomField type
> > Date is slated for the 3.8.5 release...
> >
> > http://rt3.fsck.com/Ticket/Display.html?id=13574
> >
> >
> >
> > -----Original Message-----
> > From: Seth Lake 
> > Sent: Thursday, September 03, 2009 3:47 PM
> > To: 'RT-Users at lists.bestpractical.com'
> > Subject: Custom Field, Searchable Date
> >
> > Hello.
> >
> > Using the Asset Tracker module with RT, trying to get a custom field
> > (date) working in a searchable form.  We want to capture the service
> > contract expiration and run reports on expired/about-to-expire pieces.
> > I've seen the patch from...
> > 	http://rt3.fsck.com/Ticket/Display.html?id=8721
> > ...but I'm not having any luck applying it.  Can anyone confirm this
> > works in 3.8.4?
> >
> > Seems to be a basic item, any plans to put this into the trunk?
> >
> > Thanks.
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >   
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From kfcrocker at lbl.gov  Thu Sep 10 18:58:06 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 10 Sep 2009 15:58:06 -0700
Subject: [rt-users] Custom Field, Searchable Date
In-Reply-To: <20090910223519.GC850@jibsheet.com>
References: <5E9FF12B52ED204A93333E4D767299750427F156@seadog.bcssi.com>
	<5E9FF12B52ED204A93333E4D767299750427F1B3@seadog.bcssi.com>
	<4AA97A42.4040603@lbl.gov> <20090910223519.GC850@jibsheet.com>
Message-ID: <4AA9847E.40709@lbl.gov>

Regardless. It is still very welcome news indeed.

Kenn
LBNL

On 9/10/2009 3:35 PM, Kevin Falcone wrote:
> On Thu, Sep 10, 2009 at 03:14:26PM -0700, Ken Crocker wrote:
>   
>> Hallelujah!!!  Hallelujah!!! Praise be to the Gods of Perl and good 
>> design!!!
>>     
>
> The bug/patch is tagged as 'for review in 3.8.5' not 'going to be
> included in 3.8.5'.   It isn't guaranteed to be in a release until it
> is committed to 3.8-trunk and is included in the final release.
>
> -kevin
>
>   
>> On 9/10/2009 12:24 PM, Seth Lake wrote:
>>     
>>> Just an FYI for any others in my boat, it looks like CustomField type
>>> Date is slated for the 3.8.5 release...
>>>
>>> http://rt3.fsck.com/Ticket/Display.html?id=13574
>>>
>>>
>>>
>>> -----Original Message-----
>>> From: Seth Lake 
>>> Sent: Thursday, September 03, 2009 3:47 PM
>>> To: 'RT-Users at lists.bestpractical.com'
>>> Subject: Custom Field, Searchable Date
>>>
>>> Hello.
>>>
>>> Using the Asset Tracker module with RT, trying to get a custom field
>>> (date) working in a searchable form.  We want to capture the service
>>> contract expiration and run reports on expired/about-to-expire pieces.
>>> I've seen the patch from...
>>> 	http://rt3.fsck.com/Ticket/Display.html?id=8721
>>> ...but I'm not having any luck applying it.  Can anyone confirm this
>>> works in 3.8.4?
>>>
>>> Seems to be a basic item, any plans to put this into the trunk?
>>>
>>> Thanks.
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>   
>>>       
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090910/14d13585/attachment.htm>

From srb at cuci.nl  Thu Sep 10 19:23:22 2009
From: srb at cuci.nl (Stephen R. van den Berg)
Date: Fri, 11 Sep 2009 01:23:22 +0200
Subject: [rt-users] Creating tickets from mails without usercreation
Message-ID: <20090910232322.GA11742@cuci.nl>

I am running RT 3.8.4 on Debian under lighttpd and fast-cgi, connected
to a custom PostgreSQL database.  That is working just fine, I even
tweaked the setup such that I have virtualised the RT setup.
I.e. I'm running multiple databases on multiple virtual webservers
to provide more RT instances.

If anyone is interested in the lighttpd setup, ask.

However, in trying to use it in the way I'd like to use it, I seem to
encounter some slight difficulties.

The intention is to use RT as the primary entry point for an info@
mailbox of an organisation.  I tried looking this up on the RT-Wiki
and mailinglist, the descriptions were sketchy at best.

That means that:
- There is going to be spam eventually (yes, we try to filter it out
  before reaching RT, but the filtering is bound to get worse over time).
- I need the mails to go into RT as tickets immediately.
- I would like to erase some tickets permanently from the repository and
  database (in case they are determined to be spam, keeping them in the
  database won't work in the long run).
- In order to keep database bloat to a minimum, the incoming mails should
  not create users automatically.
- If creating users is inevitable on initial import of mails, then it should
  be possible for the user to be autoremoved again after the ticket which
  created them has been removed.
- Ideally, at the time the tickets are moved (manually) from the incoming
  queue to a specific queue, a user should be created automatically (just
  like what happens currently), and the autoreply can be sent.
- First receiving the mails in a separate mailbox and only then inserting
  the mails into the system one-by-one is not really an option
  because I have several persons which do the reading.

Is something like that possible without perl customisations?
If yes, how?
If no, any hints on where/how to implement it?
-- 
Sincerely,
           Stephen R. van den Berg.

Mommy, what happens to your files when you die?


From ruslan.zakirov at gmail.com  Thu Sep 10 19:48:58 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 11 Sep 2009 03:48:58 +0400
Subject: [rt-users] Creating tickets from mails without usercreation
In-Reply-To: <20090910232322.GA11742@cuci.nl>
References: <20090910232322.GA11742@cuci.nl>
Message-ID: <589c94400909101648g3db0d7d1teb04833782724c4f@mail.gmail.com>

On Fri, Sep 11, 2009 at 3:23 AM, Stephen R. van den Berg<srb at cuci.nl> wrote:
> I am running RT 3.8.4 on Debian under lighttpd and fast-cgi, connected
> to a custom PostgreSQL database. ?That is working just fine, I even
> tweaked the setup such that I have virtualised the RT setup.
> I.e. I'm running multiple databases on multiple virtual webservers
> to provide more RT instances.
>
> If anyone is interested in the lighttpd setup, ask.
>
> However, in trying to use it in the way I'd like to use it, I seem to
> encounter some slight difficulties.
>
> The intention is to use RT as the primary entry point for an info@
> mailbox of an organisation. ?I tried looking this up on the RT-Wiki
> and mailinglist, the descriptions were sketchy at best.
>
> That means that:
> - There is going to be spam eventually (yes, we try to filter it out
> ?before reaching RT, but the filtering is bound to get worse over time).
> - I need the mails to go into RT as tickets immediately.
> - I would like to erase some tickets permanently from the repository and
> ?database (in case they are determined to be spam, keeping them in the
> ?database won't work in the long run).

erase using shredder

> - In order to keep database bloat to a minimum, the incoming mails should
> ?not create users automatically.
> - If creating users is inevitable on initial import of mails, then it should
> ?be possible for the user to be autoremoved again after the ticket which
> ?created them has been removed.

impossible, use shredder to erase spammers after.

> - Ideally, at the time the tickets are moved (manually) from the incoming
> ?queue to a specific queue, a user should be created automatically (just
> ?like what happens currently), and the autoreply can be sent.

you can disable autoreplies on main queue and send autoreplies when
ticket is moved to a queue.

> - First receiving the mails in a separate mailbox and only then inserting
> ?the mails into the system one-by-one is not really an option
> ?because I have several persons which do the reading.
>
> Is something like that possible without perl customisations?
> If yes, how?
> If no, any hints on where/how to implement it?
> --
> Sincerely,
> ? ? ? ? ? Stephen R. van den Berg.
>
> Mommy, what happens to your files when you die?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From pthirose at ucdavis.edu  Thu Sep 10 20:08:13 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Thu, 10 Sep 2009 17:08:13 -0700 (PDT)
Subject: [rt-users] Creating tickets from mails without usercreation
In-Reply-To: <20090910232322.GA11742@cuci.nl>
References: <20090910232322.GA11742@cuci.nl>
Message-ID: <alpine.BSO.2.00.0909101706150.28489@eacs-pth.engr.ucdavis.edu>

On Fri, 11 Sep 2009, Stephen R. van den Berg wrote:
> If anyone is interested in the lighttpd setup, ask.

If you could toss it up onto the Wiki, that'd be great.  Searching the list for it would be second, if you decided to just email the instructions to rt-users.  Updated, known-good info is always nice :)

> - There is going to be spam eventually (yes, we try to filter it out
>  before reaching RT, but the filtering is bound to get worse over time).

All incoming mail at our site is filtered by our mail server and has nothing to do w/our RT setup.  I suppose you could add tighter, stricter filtering rules on top of your RT system but I think mail-filtering is best handled by your mail system.

But if you do decide to add additional filtering specifically for your RT system, we do it via procmailrc.  Our mail system runs ClamAV and SpamAssasin (like most places.)  It drops everything w/a Spam score of ## or more.  I lower that threshold specifically for incoming RT tickets.  You could further run a different spam filter (no sense running it through SpamAssasin twice), if you have a separate spam filter thing.

> - I need the mails to go into RT as tickets immediately.

I don't know how immediate things are.  But the delay for us has always been outside the RT system and is in the mail system.  If our mail system gets bogged down for whatever reason, then that obviously slows email delivery to our RT system.  But once it makes it to our RT system, it's "immediate".

> - I would like to erase some tickets permanently from the repository and
>  database (in case they are determined to be spam, keeping them in the
>  database won't work in the long run).

As mentioned above, we score incoming tickets for spam.  Anything with 10 and higher, we drop silently and it never makes it into our system.  Anything over 7 gets re-routed to a "spam" queue, no autoreply.  Anything under 7 makes it into the queue as normal.  We do that, just-in-case a ticket gets scored high for some reason.

Anything in the spam queue automatically gets deleted after 72hours.  Any spam/ticket that makes it into the real queue gets manually moved over by one of our staff into the spam queue (and then deleted after 72hours automatically.)

> - In order to keep database bloat to a minimum, the incoming mails should
>  not create users automatically.
> - If creating users is inevitable on initial import of mails, then it should
>  be possible for the user to be autoremoved again after the ticket which
>  created them has been removed.

I don't think you can NOT create a user/requestor.  But you can delete all unprivileged users from the database, that have no tickets or anything else "related" to them.  I think it's built-in to RT 3.8.5 (maybe 384).

See http://www.gossamer-threads.com/lists/rt/users/87446

Use rt-shredder (part of RT now, no need for the RTx::Shredder thing anymore) via a cron job (or manually from the web GUI.)

> - Ideally, at the time the tickets are moved (manually) from the incoming
>  queue to a specific queue, a user should be created automatically (just
>  like what happens currently), and the autoreply can be sent.

This you can do.  Get rid of the autoreply template for the incoming info@ queue.  That way, nothing gets sent out on initial email receipt/ticket creation.  Then, when you move a ticket from the info@ queue to the "real" queue, then set a Scrip to send a reply.

> - First receiving the mails in a separate mailbox and only then inserting
>  the mails into the system one-by-one is not really an option
>  because I have several persons which do the reading.

I'm guessing "separate mailbox" means a different email address, and "into the system" is referring to the RT system.  I realize you say this isn't the way you wanna do it, but it's do-able.  Have your mail incoming email address just be a normal mailbox.  Have all your several staff people all IMAP into it and they can delete as they see fit, and then "bounce" that email into the RT system.

As for how immediate that would be, would depend on how quickly your staff work.  I think this level of delay would be similar to the email going directly into the RT system and then waiting to be moved to the correct queue (and then getting the autoreply and presumably gets worked on.)

> If no, any hints on where/how to implement it?

I think manually deleting the ticket out of the system if it's a bad ticket, or moving it to the real queue if it's a good ticket is best.  Then delete unprivilged users that have no tickets associated with them.

PH

--
Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife
1034 Academic Surge  : Programmer/Analyst   : Backup Motto : rm -fr /
One Shields Avenue   : Voice (530) 752-7181 : Robot, n.: Univ. Admin
Davis, CA 95616-8770 : Fax   (530) 752-4465 : rec.pets.cat.anecdotes


From jpierce at cambridgeenergyalliance.org  Thu Sep 10 22:50:15 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 10 Sep 2009 22:50:15 -0400
Subject: [rt-users] Creating tickets from mails without usercreation
In-Reply-To: <20090910232322.GA11742@cuci.nl>
References: <20090910232322.GA11742@cuci.nl>
Message-ID: <be7163f0909101950v5c4341d0w596f99612da16459@mail.gmail.com>

> - If creating users is inevitable on initial import of mails, then it should
> ?be possible for the user to be autoremoved again after the ticket
>  which created them has been removed.
I agree: http://rt3.fsck.com/Ticket/Display.html?id=13758
We have several special system users, and a user having no tickets
is not an adequate filter for cleaning out lusers with Shredder, and it
doesn't offer appropriate limits so we have to be careful to manually
uncheck each of them when shredding users.

> Is something like that possible without perl customisations?
> If yes, how?
> If no, any hints on where/how to implement it?
http://wiki.bestpractical.com/view/SpamFiltering

Covers plenty of ways to handle SPAM. I just cleaned it up a bit
so it should be a bit easier to follow now.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From dgriffi at cs.csubak.edu  Thu Sep 10 23:19:44 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Thu, 10 Sep 2009 20:19:44 -0700 (PDT)
Subject: [rt-users] Creating tickets from mails without usercreation
In-Reply-To: <be7163f0909101950v5c4341d0w596f99612da16459@mail.gmail.com>
References: <20090910232322.GA11742@cuci.nl>
	<be7163f0909101950v5c4341d0w596f99612da16459@mail.gmail.com>
Message-ID: <alpine.DEB.1.10.0909102009490.26462@sleipnir.cs.csubak.edu>

On Thu, 10 Sep 2009, Jerrad Pierce wrote:

>> - If creating users is inevitable on initial import of mails, then it should
>> ?be possible for the user to be autoremoved again after the ticket
>>  which created them has been removed.
> I agree: http://rt3.fsck.com/Ticket/Display.html?id=13758
> We have several special system users, and a user having no tickets
> is not an adequate filter for cleaning out lusers with Shredder, and it
> doesn't offer appropriate limits so we have to be careful to manually
> uncheck each of them when shredding users.

Related to this automatic creation, I'm having a problem with people 
thinking that they should log in with their username portion of their 
email address.  This leads to users having two accounts: one with and one 
without the domain.  I would like to enforce username == emailaddress. 
How can I do this?

Note: I'm expecting the RT book to arrive any day, so if it's in the book, 
please kindly say what page.

-- 
David Griffith
dgriffi at cs.csubak.edu

From jesse at bestpractical.com  Fri Sep 11 03:22:55 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Sep 2009 03:22:55 -0400
Subject: [rt-users] Creating tickets from mails without usercreation
In-Reply-To: <alpine.DEB.1.10.0909102009490.26462@sleipnir.cs.csubak.edu>
References: <20090910232322.GA11742@cuci.nl>
	<be7163f0909101950v5c4341d0w596f99612da16459@mail.gmail.com>
	<alpine.DEB.1.10.0909102009490.26462@sleipnir.cs.csubak.edu>
Message-ID: <20090911072255.GH12647@bestpractical.com>




On Thu, Sep 10, 2009 at 08:19:44PM -0700, David Griffith wrote:
> 
> Related to this automatic creation, I'm having a problem with people 
> thinking that they should log in with their username portion of their 
> email address.  This leads to users having two accounts: one with and one 
> without the domain.  I would like to enforce username == emailaddress. 
> How can I do this?
> 
> Note: I'm expecting the RT book to arrive any day, so if it's in the book, 
> please kindly say what page.
> 

How are you authenticating your users such that you're letting them log
in with two names?  You might want to look at WebCanonicalizeInfo in
lib/RT/Web.pm.


From sven.sternberger at desy.de  Fri Sep 11 04:56:36 2009
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Fri, 11 Sep 2009 10:56:36 +0200
Subject: [rt-users] Problems with rt-shredder / rt-validator
In-Reply-To: <20090910154105.GB850@jibsheet.com>
References: <1252571720.24741.14.camel@zitpcx6759>
	<20090910154105.GB850@jibsheet.com>
Message-ID: <1252659396.16080.25.camel@zitpcx6759>

Hello!

On Do, 2009-09-10 at 11:41 -0400, Kevin Falcone wrote:
> Did you search LocalTarget and LocalBase, or just LocalBase?
both
> 
> It might be instructive to see the deleted link record, but if the
> error still shows up it implies that there is still a Link hiding.
mysql> select * from Links where LocalBase=228186 or LocalTarget=228186;
+-------+-------------------------------------+--------+-----------+-------------+-----------+---------------+---------------------+---------+---------------------+
| id    | Base                                | Target | Type      |
LocalTarget | LocalBase | LastUpdatedBy | LastUpdated         | Creator
| Created             |
+-------+-------------------------------------+--------+-----------+-------------+-----------+---------------+---------------------+---------+---------------------+
| 14381 | fsck.com-rt://desy.de/ticket/228186 | NULL   | DependsOn |
0 |    228186 |             1 | 2007-07-30 12:21:58 |       1 |
2007-07-30 12:21:58 | 
+-------+-------------------------------------+--------+-----------+-------------+-----------+---------------+---------------------+---------+---------------------+

I configured the debug mode, but I don't get any output when I display 
the ticket. I just realized that the display stops exactly at the Link
section. So there is no history afterwards.

When I try to wipeout the ticket via Web-UI Shredder I always get:

[Fri Sep 11 08:48:09 2009] [warning]: RT::CachedGroupMember-2483006
wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:10 2009] [warning]: RT::CachedGroupMember-2483007
wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:10 2009] [warning]: RT::GroupMember-849693 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:11 2009] [warning]: RT::CachedGroupMember-2483000
wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:11 2009] [warning]: RT::Transaction-1113090 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:11 2009] [warning]: RT::Group-842057 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:12 2009] [warning]: RT::Principal-842057 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:13 2009] [warning]: RT::CachedGroupMember-2483004
wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:14 2009] [warning]: RT::CachedGroupMember-2483005
wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:14 2009] [warning]: RT::GroupMember-849692 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:15 2009] [warning]: RT::CachedGroupMember-2483001
wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:15 2009] [warning]: RT::Transaction-1113091 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:15 2009] [warning]: RT::Group-842058 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:15 2009] [warning]: RT::Principal-842058 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:16 2009] [warning]: RT::CachedGroupMember-2483002
wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:16 2009] [warning]: RT::Transaction-1113092 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:16 2009] [warning]: RT::Group-842059 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:16 2009] [warning]: RT::Principal-842059 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:17 2009] [warning]: RT::CachedGroupMember-2483003
wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:17 2009] [warning]: RT::Transaction-1113093 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:17 2009] [warning]: RT::Group-842060 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:17 2009] [warning]: RT::Principal-842060 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:17 2009] [warning]: RT::Attachment-621573 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:17 2009] [warning]: RT::Transaction-1113094 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:18 2009] [warning]: RT::Transaction-1172242 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:18 2009] [warning]: RT::Transaction-2149578 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:18 2009] [warning]: RT::Transaction-2149579 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:18 2009] [warning]: RT::Transaction-2149581 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:18 2009] [warning]: RT::Transaction-2149583 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:18 2009] [warning]: RT::Transaction-2149585 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:18 2009] [warning]: RT::Transaction-2149587 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:18 2009] [warning]: RT::Transaction-2149589 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:18 2009] [warning]: RT::Transaction-2149591 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Sep 11 08:48:18 2009] [warning]: RT::Transaction-2149593 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)

Best regards!

sven



From mailinglists at e-tera.com  Fri Sep 11 06:12:03 2009
From: mailinglists at e-tera.com (mailinglists)
Date: Fri, 11 Sep 2009 12:12:03 +0200
Subject: [rt-users] deny unexisting users create tickets via email
In-Reply-To: <4AAA1FDE.6080508@e-tera.com>
References: <4AAA1FDE.6080508@e-tera.com>
Message-ID: <4AAA2273.5090403@e-tera.com>

I just add I'm on RT 3.8.2 on centos 5.3 this is not a production 
environnement, but must become very soon

mailinglists a ?crit :
> Hi,
>
> I'm sorry if my question is already answered in old posts, but I have 
> searched a lot and not found....
>
> People who need RT here, want to provision manually our customers with 
> an unique email, and allow only the existing customers to create 
> tickets via email.
> Other people mailing to operations at mycompagny.com (only one general 
> queue) would receive an "unauthorized email" response.
> The customers are created as unprivileged, with a password, and  can 
> access the SelfService
>
> I studied the following possibilities, but they all have a serious 
> drawback, or don't work :
>
> -> revoque the right CreateTicket and SeeQueue for Everyone in the 
> General Queue and add it to Unprivileged, but because of AutoCreate, 
> when an email is received, the user is provisionned, and become 
> unprivileged, and the ticket is created.
>
> -> create a Group "Clients", and allow only privileged users of that 
> group to CreateTicket and SeeQueue , but when they login, thez don't 
> get only selfservice anymore.
>
> -> I have seen people who play with CanonicalizeOnCreate, AutoCreate, 
> SenderMustExistInExternalDatabase, LookupSenderInExternalDatabase in 
> RT_SiteConfig but it seem to work only with external authentication  
> (http://lists.bestpractical.com/pipermail/rt-users/2003-February/012029.html) 
>
>
> It appears to as a basic config, I can't believe that nobody had the 
> same need, and has found or developped solution !
>
> Thank you very much for help
>
> laetib
>



From mailinglists at e-tera.com  Fri Sep 11 06:01:02 2009
From: mailinglists at e-tera.com (mailinglists)
Date: Fri, 11 Sep 2009 12:01:02 +0200
Subject: [rt-users] deny unexisting users create tickets via email
Message-ID: <4AAA1FDE.6080508@e-tera.com>

Hi,

I'm sorry if my question is already answered in old posts, but I have 
searched a lot and not found....

People who need RT here, want to provision manually our customers with 
an unique email, and allow only the existing customers to create tickets 
via email.
Other people mailing to operations at mycompagny.com (only one general 
queue) would receive an "unauthorized email" response.
The customers are created as unprivileged, with a password, and  can 
access the SelfService

I studied the following possibilities, but they all have a serious 
drawback, or don't work :

-> revoque the right CreateTicket and SeeQueue for Everyone in the 
General Queue and add it to Unprivileged, but because of AutoCreate, 
when an email is received, the user is provisionned, and become 
unprivileged, and the ticket is created.

-> create a Group "Clients", and allow only privileged users of that 
group to CreateTicket and SeeQueue , but when they login, thez don't get 
only selfservice anymore.

-> I have seen people who play with CanonicalizeOnCreate, AutoCreate, 
SenderMustExistInExternalDatabase, LookupSenderInExternalDatabase in 
RT_SiteConfig but it seem to work only with external authentication  
(http://lists.bestpractical.com/pipermail/rt-users/2003-February/012029.html)

It appears to as a basic config, I can't believe that nobody had the 
same need, and has found or developped solution !

Thank you very much for help

laetib


From rfh at vialtus.com  Fri Sep 11 07:07:20 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 11 Sep 2009 12:07:20 +0100
Subject: [rt-users] deny unexisting users create tickets via email
In-Reply-To: <4AAA1FDE.6080508@e-tera.com>
References: <4AAA1FDE.6080508@e-tera.com>
Message-ID: <4AAA2F68.1060606@vialtus.com>

Hi;

With regard to:

-> create a Group "Clients", and allow only privileged users of that 
group to CreateTicket and SeeQueue , but when they login, thez don't get 
only selfservice anymore.


You can make these users privileged , add them to the group;then make 
them unprivileged again.
Their group membership will be maintained and if they login , they'll 
get the self-service interface.
I have been using this approach for few years now and seems to work 
without any problems or compromise to security.
The way i do it here is have multiple customer groups (grouping each 
customer contacts) and all these customer groups are member of one big 
group I labelled customers, then apply my rights/permission on the 
various queues to this big group customers.

Regards;

Roy


mailinglists wrote:
> Hi,
>
> I'm sorry if my question is already answered in old posts, but I have 
> searched a lot and not found....
>
> People who need RT here, want to provision manually our customers with 
> an unique email, and allow only the existing customers to create tickets 
> via email.
> Other people mailing to operations at mycompagny.com (only one general 
> queue) would receive an "unauthorized email" response.
> The customers are created as unprivileged, with a password, and  can 
> access the SelfService
>
> I studied the following possibilities, but they all have a serious 
> drawback, or don't work :
>
> -> revoque the right CreateTicket and SeeQueue for Everyone in the 
> General Queue and add it to Unprivileged, but because of AutoCreate, 
> when an email is received, the user is provisionned, and become 
> unprivileged, and the ticket is created.
>
> -> create a Group "Clients", and allow only privileged users of that 
> group to CreateTicket and SeeQueue , but when they login, thez don't get 
> only selfservice anymore.
>
> -> I have seen people who play with CanonicalizeOnCreate, AutoCreate, 
> SenderMustExistInExternalDatabase, LookupSenderInExternalDatabase in 
> RT_SiteConfig but it seem to work only with external authentication  
> (http://lists.bestpractical.com/pipermail/rt-users/2003-February/012029.html)
>
> It appears to as a basic config, I can't believe that nobody had the 
> same need, and has found or developped solution !
>
> Thank you very much for help
>
> laetib
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   


From lists_mk at wujiman.net  Fri Sep 11 08:52:18 2009
From: lists_mk at wujiman.net (Martin Kraus)
Date: Fri, 11 Sep 2009 14:52:18 +0200
Subject: [rt-users] wrong utf8 encoding in subject header field
Message-ID: <20090911125218.GB4742@finrod>

Hi.
  I've noticed that after my migration from sqlite to mysql, there started
appearing wrong Subject header fields in emails sent by rt. I'm using rt3.6
from debian lenny.

I've looked into the database and given Attachments have this wrong Subject in
the Subject column. The problem I'm unable to resolve is, if this can be a
problem when someone sends email as a reply to this ticket, their email client
creates this wrong Subject field and rt just copies that, or if it is a problem with
utf8 encoding inside perl. 

does anyone have similar problems?

thanks
mk


From banatara at hcl.in  Fri Sep 11 09:12:32 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Fri, 11 Sep 2009 18:42:32 +0530
Subject: [rt-users] RT Extension Custom Field for Checkbox
Message-ID: <A484C41ED64DD344B05F95481D90681A1A3D94D8F4@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Retrying...

Hi,

I am running RT 3.8.2 in a Fedora 10 box.  We are trying to use checkboxes custom field extension from http://search.cpan.org/~ruz/RT-Extension-CustomField-Checkbox/.  I followed the instruction specified in the location http://www.cpan.org/modules/INSTALL.html. After installing and restarting the web sever, I don't see this new custom field in my RT configuration.  I have also tried putting Checkbox.pm under perl5/vendor_perl/5.10.0/RT/CustomField/  and EditCustomFieldSelectCheckbox under rt3/html/Elements/ directories manually.  Is there anything that I am missing here, can you please let me know.

Thanks,
Baskar N



DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

-----------------------------------------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090911/d2a2bb96/attachment.htm>

From Simon.Dray at antplc.com  Fri Sep 11 09:20:36 2009
From: Simon.Dray at antplc.com (Simon Dray)
Date: Fri, 11 Sep 2009 14:20:36 +0100
Subject: [rt-users] Permission denied message when trying to update a Webui
 created ticket via email
Message-ID: <fb8e17c7b751042bd46d40b712bf06090e2dfdc8@localhost>

Hi all

I had a complaint from a user trying to update a ticket via email which was created Using the webui they received a message back saying

Subject: Message not recorded: [Ticket number]

Body of email

Permission denied

In the logs I have

Sep 11 14:12:03 XXXX RT: Permission Denied (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
Sep 11 14:12:04 XXXX RT: Could not record email: Message not recorded: Permission Denied (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

Does anyone have any idea what is wrong, I have other client who log tickets by email all the time as they work ok.


Thanks in advance Simon



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090911/f47bfa9d/attachment.htm>

From banatara at hcl.in  Fri Sep 11 10:07:14 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Fri, 11 Sep 2009 19:37:14 +0530
Subject: [rt-users] RT Extension Custom Field for Checkbox
Message-ID: <A484C41ED64DD344B05F95481D90681A1A3D94D939@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Hi,
To add to it, I also don't see it under "Loaded perl modules" under "System Configuration".

Thanks,
Baskar N

________________________________
From: Baskaraganesan Natarajan
Sent: Friday, September 11, 2009 6:43 PM
To: 'rt-users at lists.bestpractical.com'
Subject: RE: RT Extension Custom Field for Checkbox
Sensitivity: Confidential

Retrying...

Hi,

I am running RT 3.8.2 in a Fedora 10 box.  We are trying to use checkboxes custom field extension from http://search.cpan.org/~ruz/RT-Extension-CustomField-Checkbox/.  I followed the instruction specified in the location http://www.cpan.org/modules/INSTALL.html. After installing and restarting the web sever, I don't see this new custom field in my RT configuration.  I have also tried putting Checkbox.pm under perl5/vendor_perl/5.10.0/RT/CustomField/  and EditCustomFieldSelectCheckbox under rt3/html/Elements/ directories manually.  Is there anything that I am missing here, can you please let me know.

Thanks,
Baskar N



DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

-----------------------------------------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090911/6aeed7d6/attachment.htm>

From dgriffi at cs.csubak.edu  Fri Sep 11 12:02:53 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Fri, 11 Sep 2009 09:02:53 -0700 (PDT)
Subject: [rt-users] Creating tickets from mails without usercreation
In-Reply-To: <20090911072255.GH12647@bestpractical.com>
References: <20090910232322.GA11742@cuci.nl>
	<be7163f0909101950v5c4341d0w596f99612da16459@mail.gmail.com>
	<alpine.DEB.1.10.0909102009490.26462@sleipnir.cs.csubak.edu>
	<20090911072255.GH12647@bestpractical.com>
Message-ID: <alpine.DEB.1.10.0909110856030.4836@sleipnir.cs.csubak.edu>

On Fri, 11 Sep 2009, Jesse Vincent wrote:

> On Thu, Sep 10, 2009 at 08:19:44PM -0700, David Griffith wrote:
>>
>> Related to this automatic creation, I'm having a problem with people
>> thinking that they should log in with their username portion of their
>> email address.  This leads to users having two accounts: one with and one
>> without the domain.  I would like to enforce username == emailaddress.
>> How can I do this?
>>
>> Note: I'm expecting the RT book to arrive any day, so if it's in the book,
>> please kindly say what page.
>
> How are you authenticating your users such that you're letting them log
> in with two names?  You might want to look at WebCanonicalizeInfo in
> lib/RT/Web.pm.

I haven't touched that file (lib/RT/Interface/Web.pm, by the way).  The 
problem with having two names is that Joe Bloggs's account is "jbloggs". 
When Joe emails in a trouble ticket, RT attempts to make a new account 
"jbloggs at foo.com".  This is complicated by the fact that all the other 
services in this company recognize users by their email only.  Is the 
solution simply to manually make sure that the username and email address 
are the same?

-- 
David Griffith
dgriffi at cs.csubak.edu


From jpierce at cambridgeenergyalliance.org  Fri Sep 11 12:29:44 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 11 Sep 2009 12:29:44 -0400
Subject: [rt-users] Creating tickets from mails without usercreation
In-Reply-To: <alpine.DEB.1.10.0909110856030.4836@sleipnir.cs.csubak.edu>
References: <20090910232322.GA11742@cuci.nl>
	<be7163f0909101950v5c4341d0w596f99612da16459@mail.gmail.com> 
	<alpine.DEB.1.10.0909102009490.26462@sleipnir.cs.csubak.edu> 
	<20090911072255.GH12647@bestpractical.com>
	<alpine.DEB.1.10.0909110856030.4836@sleipnir.cs.csubak.edu>
Message-ID: <be7163f0909110929h40afad2ey772d22da0feeebb@mail.gmail.com>

> I haven't touched that file (lib/RT/Interface/Web.pm, by the way). ?The
> problem with having two names is that Joe Bloggs's account is "jbloggs".
> When Joe emails in a trouble ticket, RT attempts to make a new account
> "jbloggs at foo.com".
That's because your users are not configured properly. Set the user jbloggs'
email address to jbloggs at foo.com and RT will do the right thing and recognize
the message as being from jbloggs. There's no need to have two accounts.

This permits, for instance, RT receive email on behalf of root from
blargle at example.com. Username and email address need have no
substring relationship as long as RT knows of both.

> This is complicated by the fact that all the other services in this company
> recognize users by their email only. ?Is the solution simply to manually
> make sure that the username and email address are the same?
Convention is that privileged users have domainless usernames,
and unprivileged users have email addresses as usernames.

This is relied upon in simple search i.e; search for username gives ticket
owned by a user vs. search for addresses yield tickets requested by address.
etc. etc.


From dgriffi at cs.csubak.edu  Fri Sep 11 12:41:52 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Fri, 11 Sep 2009 09:41:52 -0700 (PDT)
Subject: [rt-users] Creating tickets from mails without usercreation
In-Reply-To: <be7163f0909110929h40afad2ey772d22da0feeebb@mail.gmail.com>
References: <20090910232322.GA11742@cuci.nl>
	<be7163f0909101950v5c4341d0w596f99612da16459@mail.gmail.com>
	<alpine.DEB.1.10.0909102009490.26462@sleipnir.cs.csubak.edu>
	<20090911072255.GH12647@bestpractical.com>
	<alpine.DEB.1.10.0909110856030.4836@sleipnir.cs.csubak.edu>
	<be7163f0909110929h40afad2ey772d22da0feeebb@mail.gmail.com>
Message-ID: <alpine.DEB.1.10.0909110940220.4836@sleipnir.cs.csubak.edu>

On Fri, 11 Sep 2009, Jerrad Pierce wrote:

>> I haven't touched that file (lib/RT/Interface/Web.pm, by the way). ?The
>> problem with having two names is that Joe Bloggs's account is "jbloggs".
>> When Joe emails in a trouble ticket, RT attempts to make a new account
>> "jbloggs at foo.com".
> That's because your users are not configured properly. Set the user jbloggs'
> email address to jbloggs at foo.com and RT will do the right thing and recognize
> the message as being from jbloggs. There's no need to have two accounts.
>
> This permits, for instance, RT receive email on behalf of root from
> blargle at example.com. Username and email address need have no
> substring relationship as long as RT knows of both.

I see.  This leads me to another question: How do I delete a user?


-- 
David Griffith
dgriffi at cs.csubak.edu

From jpierce at cambridgeenergyalliance.org  Fri Sep 11 12:51:05 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 11 Sep 2009 12:51:05 -0400
Subject: [rt-users] Creating tickets from mails without usercreation
In-Reply-To: <alpine.DEB.1.10.0909110940220.4836@sleipnir.cs.csubak.edu>
References: <20090910232322.GA11742@cuci.nl>
	<be7163f0909101950v5c4341d0w596f99612da16459@mail.gmail.com> 
	<alpine.DEB.1.10.0909102009490.26462@sleipnir.cs.csubak.edu> 
	<20090911072255.GH12647@bestpractical.com>
	<alpine.DEB.1.10.0909110856030.4836@sleipnir.cs.csubak.edu> 
	<be7163f0909110929h40afad2ey772d22da0feeebb@mail.gmail.com> 
	<alpine.DEB.1.10.0909110940220.4836@sleipnir.cs.csubak.edu>
Message-ID: <be7163f0909110951w73915f10gbfd1fb79d51cdfa6@mail.gmail.com>

> I see. ?This leads me to another question: How do I delete a user?
Within the user's profile you can disable it so that it does not accessible.

If you want to wipe the user from existence you have to twiddle the db
via Shredder in Admin>Tools. it's a powerful tool though, be sure to
heed what
documentation is available. Also check the wiki.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From dgriffi at cs.csubak.edu  Fri Sep 11 12:54:09 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Fri, 11 Sep 2009 09:54:09 -0700 (PDT)
Subject: [rt-users] Creating tickets from mails without usercreation
In-Reply-To: <be7163f0909110951w73915f10gbfd1fb79d51cdfa6@mail.gmail.com>
References: <20090910232322.GA11742@cuci.nl>
	<be7163f0909101950v5c4341d0w596f99612da16459@mail.gmail.com>
	<alpine.DEB.1.10.0909102009490.26462@sleipnir.cs.csubak.edu>
	<20090911072255.GH12647@bestpractical.com>
	<alpine.DEB.1.10.0909110856030.4836@sleipnir.cs.csubak.edu>
	<be7163f0909110929h40afad2ey772d22da0feeebb@mail.gmail.com>
	<alpine.DEB.1.10.0909110940220.4836@sleipnir.cs.csubak.edu>
	<be7163f0909110951w73915f10gbfd1fb79d51cdfa6@mail.gmail.com>
Message-ID: <alpine.DEB.1.10.0909110952120.4836@sleipnir.cs.csubak.edu>

On Fri, 11 Sep 2009, Jerrad Pierce wrote:

>> I see. ?This leads me to another question: How do I delete a user?
> Within the user's profile you can disable it so that it does not accessible.
>
> If you want to wipe the user from existence you have to twiddle the db 
> via Shredder in Admin>Tools. it's a powerful tool though, be sure to 
> heed what documentation is available. Also check the wiki.

I've been fiddling with Shredder for the past hour.  I can't get anything 
besides "*executed plugin successfuly\n*plugin returned empty list".



-- 
David Griffith
dgriffi at cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

From prabhat at tejasnetworks.com  Sun Sep 13 08:15:51 2009
From: prabhat at tejasnetworks.com (prabhat)
Date: Sun, 13 Sep 2009 17:45:51 +0530
Subject: [rt-users] Apache Error after installation of RT3.6
Message-ID: <4AACE277.9090000@tejasnetworks.com>

Hi All

I have installed request-tracker3.6 from ubuntu repository and not able 
to create ticket through mail. And getting this error in apache:

[Sun Sep 13 11:57:15 2009] [error] [client 127.0.1.1] client denied by 
server configuration: 
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway

My /etc/postfix/aliases configuration is as follows

finance-query: "|/usr/bin/rt-mailgate-3.6 --queue 'finance-query' 
--action correspond --url http://finance-rt.india.tejasnetworks.com/rt/"
finance-query-comment: "|/usr/bin/rt-mailgate-3.6 --queue 
'finance-query' --action comment --url 
http://finance-rt.india.tejasnetworks.com/rt/"

and checked Permission of 
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway is 
www-data:www-data and apache configuration is as below:

<Location /rt/REST/1.0/NoAuth>
  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler perl-script
  PerlHandler RT::Mason
  Order Allow,Deny
  Allow from 127.0.0.0/255.0.0.0
</Location>
Include "/etc/request-tracker3.6/apache2-modperl2.conf"
RedirectMatch ^/$ /rt/

Does anyone have any idea what is wrong ?


Thanks in advance
Prabhat



From rtlist at box11.org  Sun Sep 13 23:15:40 2009
From: rtlist at box11.org (Eric Horne)
Date: Sun, 13 Sep 2009 20:15:40 -0700
Subject: [rt-users] Corrupt Attachments.. but wait
Message-ID: <4AADB55C.5070704@box11.org>

I'm at RT 3.8.2, running on a Fedora core 10 system with perl 5.10.0 and 
mysql 5.0.84.

Ok, ok, I know you all will pound me over the head with suggestions to 
run UPGRADING.mysql and changing Attachments.Contents to a longblob and 
setting default character sets to latin1. Maybe I am just not getting 
something, and maybe I need to be pounded.. I searched and saw a bunch 
of "you didn't run UPGRADING, go run it... thanks that fixed it" 
messages... but... that ain't workin for me.

Some binary attachments are getting corrupt. Not PDFs. Not 
PNGs/JPGs/GIFs. It seems only Office type documents are impacted (I 
suspect all uncommon binary types). I ran UPGRADING.mysql until all it 
did was create ALTER statements to set the default character set. And 
yes, I applied the output to my database. without errors. Yes, each time 
I made a change, I restarted RT3 and restarted the database to avoid 
caching issues.

Interesting points:
1) UPGRADING makes a big deal about setting default character sets to 
latin1 (and NOT to utf8), but then produces a bunch of ALTER statements 
that set the default encoding to utf8... did I maybe do something wrong 
there?
2) The MIME types in the database for the corrupted attachments are 
text/plain. All others are as appropriate for the type (e.g. image/jpg, 
etc).. could this be a clue?
3) Since I used the RPM to install RT3, I ran UPGRADING only after the 
fact. Could this have caused issues?

Does anyone have any suggestions? Did I not look in the right place for 
what I need? Thanks for the help!

Here is my create table line for attachments (I just now forced my 
character_set_client to be latin1 and just noticed the default set below 
is latin1; it has been utf8 all day... still, no Office document 
attachments are getting through with readability intact).

| Attachments | CREATE TABLE `Attachments` (
  `id` int(11) NOT NULL auto_increment,
  `TransactionId` int(11) NOT NULL default '0',
  `Parent` int(11) NOT NULL default '0',
  `MessageId` varchar(160) default NULL,
  `Subject` varchar(255) default NULL,
  `Filename` varchar(255) default NULL,
  `ContentType` varchar(80) default NULL,
  `ContentEncoding` varchar(80) default NULL,
  `Content` longblob,
  `Headers` longtext,
  `Creator` int(11) NOT NULL default '0',
  `Created` datetime default NULL,
  PRIMARY KEY  (`id`),
  KEY `Attachments2` (`TransactionId`),
  KEY `Attachments3` (`Parent`,`TransactionId`)
) ENGINE=InnoDB AUTO_INCREMENT=7620 DEFAULT CHARSET=latin1 |



From aaron at guise.net.nz  Mon Sep 14 07:00:25 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Mon, 14 Sep 2009 23:00:25 +1200
Subject: [rt-users] RT Extension Custom Field for Checkbox
In-Reply-To: <A484C41ED64DD344B05F95481D90681A1A3D94D8F4@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
References: <A484C41ED64DD344B05F95481D90681A1A3D94D8F4@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
Message-ID: <c8c01a250909140400y5b9d7313t1443d942c9d151c4@mail.gmail.com>

Have you enabled the extension in RT_SiteConfig.pm?

Look for/create a line like Set(@Plugins

On Sat, Sep 12, 2009 at 1:12 AM, Baskaraganesan Natarajan
<banatara at hcl.in>wrote:

>  Retrying?
>
>
>
> Hi,
>
>
>
> I am running RT 3.8.2 in a Fedora 10 box.  We are trying to use checkboxes
> custom field extension from
> http://search.cpan.org/~ruz/RT-Extension-CustomField-Checkbox/<http://search.cpan.org/%7Eruz/RT-Extension-CustomField-Checkbox/>.
>  I followed the instruction specified in the location
> http://www.cpan.org/modules/INSTALL.html. After installing and restarting
> the web sever, I don?t see this new custom field in my RT configuration.  I
> have also tried putting Checkbox.pm under
> perl5/vendor_perl/5.10.0/RT/CustomField/  and EditCustomFieldSelectCheckbox
> under rt3/html/Elements/ directories manually.  Is there anything that I am
> missing here, can you please let me know.
>
>
>
> Thanks,
>
> Baskar N
>
>
>
>
>
> DISCLAIMER:
> -----------------------------------------------------------------------------------------------------------------------
>
> The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only.
> It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in
> this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates.
> Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of
> this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have
> received this email in error please delete it and notify the sender immediately. Before opening any mail and
> attachments please check them for viruses and defect.
>
> -----------------------------------------------------------------------------------------------------------------------
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090914/1851ac9b/attachment.htm>

From banatara at hcl.in  Mon Sep 14 07:48:17 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Mon, 14 Sep 2009 17:18:17 +0530
Subject: [rt-users] RT Extension Custom Field for Checkbox
In-Reply-To: <c8c01a250909140400y5b9d7313t1443d942c9d151c4@mail.gmail.com>
References: <A484C41ED64DD344B05F95481D90681A1A3D94D8F4@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<c8c01a250909140400y5b9d7313t1443d942c9d151c4@mail.gmail.com>
Message-ID: <A484C41ED64DD344B05F95481D90681A1A3D94DC30@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Thanks much Aaron.  It works.

Thanks,
Baskar N

________________________________
From: guisea at gmail.com [mailto:guisea at gmail.com] On Behalf Of Aaron Guise
Sent: Monday, September 14, 2009 4:30 PM
To: Baskaraganesan Natarajan
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Extension Custom Field for Checkbox

Have you enabled the extension in RT_SiteConfig.pm?

Look for/create a line like Set(@Plugins
On Sat, Sep 12, 2009 at 1:12 AM, Baskaraganesan Natarajan <banatara at hcl.in<mailto:banatara at hcl.in>> wrote:

Retrying...



Hi,



I am running RT 3.8.2 in a Fedora 10 box.  We are trying to use checkboxes custom field extension from http://search.cpan.org/~ruz/RT-Extension-CustomField-Checkbox/<http://search.cpan.org/%7Eruz/RT-Extension-CustomField-Checkbox/>.  I followed the instruction specified in the location http://www.cpan.org/modules/INSTALL.html. After installing and restarting the web sever, I don't see this new custom field in my RT configuration.  I have also tried putting Checkbox.pm under perl5/vendor_perl/5.10.0/RT/CustomField/  and EditCustomFieldSelectCheckbox under rt3/html/Elements/ directories manually.  Is there anything that I am missing here, can you please let me know.



Thanks,

Baskar N





DISCLAIMER:

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



The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only.

It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in

this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates.

Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of

this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have

received this email in error please delete it and notify the sender immediately. Before opening any mail and

attachments please check them for viruses and defect.



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


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

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


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

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090914/ffcfbf33/attachment.htm>

From jet at mycolo.biz  Mon Sep 14 11:22:09 2009
From: jet at mycolo.biz (Jet Wilda)
Date: Mon, 14 Sep 2009 11:22:09 -0400
Subject: [rt-users] How to allow 2 self service users to see each others
	tickets
Message-ID: <4AAE5FA1.9030703@mycolo.biz>

Hi,

    We have RT 3.8.2 running with external users using the self service 
interface.  However some of those external users are from the same 
company and would like to be able to see and modify each others 
tickets.  I thought that I could create a group and put them both in it, 
however that doesn't seem to work.  So my question is, how do you allow 
to users that only have self service access to see and modify each 
others tickets?  Thanks in advance for any and all help.

Thanks,
~Jet


From hall at fas.sfu.ca  Mon Sep 14 14:08:44 2009
From: hall at fas.sfu.ca (Gary Hall)
Date: Mon, 14 Sep 2009 11:08:44 -0700
Subject: [rt-users] problem with Attachments table prevents DB dump
In-Reply-To: <4AA7D726.3010400@fas.sfu.ca>
References: <4AA7D726.3010400@fas.sfu.ca>
Message-ID: <4AAE86AC.1020206@fas.sfu.ca>

In case someone else runs into this error:

I fixed the problem by increasing the limits on the MySQL system 
variables net_write_timeout and max_allowed_packet.

Gary


Gary Hall wrote:

>
> For the past couple of days the mysqldump command that I use to back 
> up my RT database has been failing with the following message:
>
> mysqldump: Error 2013: Lost connection to MySQL server during query 
> when dumping table `Attachments` at row: 216061 




From rmckrill at fidelityvoice.com  Mon Sep 14 14:16:51 2009
From: rmckrill at fidelityvoice.com (Rob McKrill)
Date: Mon, 14 Sep 2009 14:16:51 -0400
Subject: [rt-users] How to add more requestor information to "At a glance"
Message-ID: <C6D400D3.C10%rmckrill@fidelityvoice.com>

Is there any easy way to add more information from the User table based on
the Requestor?  I would like to add the Requestor?s ?Organization? and ?Real
Name?.  I figure I could probably check for these when the ticket is created
and update them to a custom field on the ticket but before I went down that
road I was wondering if anyone else has found a way to tackle this.


Thanks,


Rob 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090914/5371c8ea/attachment.htm>

From gleduc at mail.sdsu.edu  Mon Sep 14 14:50:18 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 14 Sep 2009 11:50:18 -0700
Subject: [rt-users] Prevent ticket creation when RT is not "To:" addressee
Message-ID: <4AAE906A.5090502@mail.sdsu.edu>

Hi All,

I'd like to prevent ticket creation when an incoming e-mail does not 
have one of RT's addresses as a To: address.  In other words, if a 
ticket gets to RT only because of a Cc: or Bcc:, I don't want a ticket 
to be created.  The problem this solves for me is I get a lot of 
spurious tickets created by Reply-All e-mails.  What I've done in the 
past is use an OnCreate scrip to determine whether the ticket should 
have been created, and then delete it if it's bogus.  This approach gets 
rid of the ticket, but it still clutters the database and increments the 
ticket ID with each bad ticket.

I've looked at the wiki and searched a couple years of rt-users 
messages, but haven't found an answer.  So I'm ready to roll my own. 
Before I do, though, I have some questions:

1.  Has this already been done and is the code out there somewhere?
2.  Does RT know what addresses are assigned to it?  (Since incoming 
mail is handled by the MTA and only the queue name is passed to 
rt-mailgate, my guess is No, but it's worth asking anyway.  I do know I 
can get the queue addresses RT uses for outgoing mail.)
3.  Am I overlooking some reason I should not do this?  (I've been a 
victim of the Law of Unintended Consequences before and would prefer to 
avoid it if possible.)

Thanks for your insights.
Gene


From testwreq at gmail.com  Mon Sep 14 15:26:26 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Mon, 14 Sep 2009 15:26:26 -0400
Subject: [rt-users] combine 3 userIDs to ONE
Message-ID: <a0c34f0a0909141226k5b62495dvad8d328d4e1c67f1@mail.gmail.com>

Hello, I have a situation where a user has submitted tickets to RT  using 3
different emails. When a user submits an RT ticket via email, an
un-privileged account is  automatically created for that user. We don't have
a self-servicing interface. We make the user as privileged user on request
basis. One of those account was made privileged to allow tis user to log
into RT and track his tickets.

Now the problem is that he gets "permissed denied" message when he logs into
RT using his privileged account and searches for the tickets created using
his other email address.

Is there a way I can group all his tickets under one email? i.e. How can
I update his other email addresses on tickets to match the email of his
privileged user account?

I will appreciate the help and thanks a lot in advance, rq.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090914/d62af2ef/attachment.htm>

From paul at beingeaten.com  Mon Sep 14 15:23:06 2009
From: paul at beingeaten.com (Paul C.)
Date: Mon, 14 Sep 2009 12:23:06 -0700
Subject: [rt-users] Prevent ticket creation when RT is not "To:"
	addressee
In-Reply-To: <4AAE906A.5090502@mail.sdsu.edu>
References: <4AAE906A.5090502@mail.sdsu.edu>
Message-ID: <4AAE981A.9020402@beingeaten.com>


> The problem this solves for me is I get a lot of 
> spurious tickets created by Reply-All e-mails.

I was having the same problem and found this to work well:
http://code.google.com/p/rt-references/


From falcone at bestpractical.com  Mon Sep 14 15:22:17 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 14 Sep 2009 15:22:17 -0400
Subject: [rt-users] [Rt-announce] RT 3.6.9 Released
Message-ID: <20090914192217.GK724@jibsheet.com>

This release of RT-3.6.9 contains an important security fix.

You can download it from:

http://download.bestpractical.com/pub/rt/release/rt-3.6.9.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.6.9.tar.gz.sig

SHA1 checksums

eaaa3d6d9b9e955ba7c4dc0c9b4eca3d02ad6fef  rt-3.6.9.tar.gz
d710bd2d8fa4eec4b1ed0c1519eb762dd5078a0a  rt-3.6.9.tar.gz.sig

During a routine internal audit, it was determined that all versions of
RT from 3.4.6 to 3.8.4 are vulnerable to an escaping bug in the display
of Custom Fields that could allow injection of javascript into the RT
UI.

This bug is only exploitable if you have a Custom Field that accepts
data from an end user (such as Enter one Value, or Fill in one text
area).  It does not affect 'select one value' fields.  In addition, you
must allow malicious users to set these custom fields, either through
the Web UI (SelfService) or through an automated parsing script such as
RT-Extension-ExtractCustomFieldValues, RT-Extension-CommandByMail or a
local parsing modification.

If you do not allow external users to set Custom Field values and the
only users who have ModifyCustomField are your Privileged users, then
the impact of this is limited to one of your trusted users attacking the
system.

I have attached patches for the 3.6 branch of RT in case you do not wish
to upgrade at this time.

We will be releasing 3.8.5 shortly and that release will also contain
the bugfix, as well as patches for 3.4 and 3.8

You can this patch as follows:

RT 3.6

cd /opt/rt3/share
patch -p1 < /path/to/RT-3.6-escape_custom_field_value.patch

You should then clear your mason cache
# rm -rf /opt/rt3/var/mason_data/obj/*

and restart your webserver, this is often accomplished with

# /etc/init.d/httpd restart
or
# /etc/init.d/apache restart
-------------- next part --------------
diff --git a/html/Elements/ShowCustomFields b/html/Elements/ShowCustomFields
index 9fc74fd..cf6127e 100644
--- a/html/Elements/ShowCustomFields
+++ b/html/Elements/ShowCustomFields
@@ -90,7 +90,7 @@ my $print_value = sub {
     if ( $m->comp_exists( $comp ) ) {
         $m->comp( $comp, Object => $value );
     } else {
-        $m->print( $value->Content );
+        $m->out( $m->interp->apply_escapes( $value->Content, 'h' ) );
     }
     $m->out('</a>') if $linked;
 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090914/25148bcd/attachment.sig>
-------------- next part --------------
_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From falcone at bestpractical.com  Mon Sep 14 15:27:35 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 14 Sep 2009 15:27:35 -0400
Subject: [rt-users] [Rt-announce] RT 3.8.5 Released
Message-ID: <20090914192735.GL724@jibsheet.com>

This release of RT-3.8.5 contains an important security fix.

You can download it from:

http://download.bestpractical.com/pub/rt/release/rt-3.8.5.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.8.5.tar.gz.sig

SHA1 checksums

26854e1a34052a2a922dc0ff533056f782813ea7  rt-3.8.5.tar.gz
96fcf9d75ce293d019bdcd0865495c6b2ac18534  rt-3.8.5.tar.gz.sig

During a routine internal audit, it was determined that all versions of
RT from 3.4.6 to 3.8.4 are vulnerable to an escaping bug in the display
of Custom Fields that could allow injection of javascript into the RT
UI.

This bug is only exploitable if you have a Custom Field that accepts
data from an end user (such as Enter one Value, or Fill in one text
area).  It does not affect 'select one value' fields.  In addition, you
must allow malicious users to set these custom fields, either through
the Web UI (SelfService) or through an automated parsing script such as
RT-Extension-ExtractCustomFieldValues, RT-Extension-CommandByMail or a
local parsing modification.

If you do not allow external users to set Custom Field values and the
only users who have ModifyCustomField are your Privileged users, then
the impact of this is limited to one of your trusted users attacking the
system.

I have attached patches for the 3.4, 3.6 and 3.8 branches of RT
in case you do not wish to upgrade at this time.

You can apply these patches as follows:

RT 3.4

cd /opt/rt3/share
patch -p1 < /path/to/RT-3.4-escape_custom_field_value.patch

RT 3.6

cd /opt/rt3/share
patch -p1 < /path/to/RT-3.6-escape_custom_field_value.patch

RT 3.8

cd /opt/rt3/
patch -p1 < /path/to/RT-3.8-escape_custom_field_value.patch

You should then clear your mason cache
# rm -rf /opt/rt3/var/mason_data/obj/*

and restart your webserver, this is often accomplished with

# /etc/init.d/httpd restart
or
# /etc/init.d/apache restart
-------------- next part --------------
diff --git a/html/Elements/ShowCustomFields b/html/Elements/ShowCustomFields
index 199fe36..19a3b68 100644
--- a/html/Elements/ShowCustomFields
+++ b/html/Elements/ShowCustomFields
@@ -76,7 +76,7 @@ my $print_value = sub {
     if ( $m->comp_exists( $comp ) ) {
         $m->comp( $comp, Object => $value );
     } else {
-        $m->print( $value->Content );
+        $m->out( $m->interp->apply_escapes( $value->Content, 'h' ) );
     }
 };
 
-------------- next part --------------
diff --git a/html/Elements/ShowCustomFields b/html/Elements/ShowCustomFields
index 9fc74fd..cf6127e 100644
--- a/html/Elements/ShowCustomFields
+++ b/html/Elements/ShowCustomFields
@@ -90,7 +90,7 @@ my $print_value = sub {
     if ( $m->comp_exists( $comp ) ) {
         $m->comp( $comp, Object => $value );
     } else {
-        $m->print( $value->Content );
+        $m->out( $m->interp->apply_escapes( $value->Content, 'h' ) );
     }
     $m->out('</a>') if $linked;
 
-------------- next part --------------
diff --git a/share/html/Elements/ShowCustomFields b/share/html/Elements/ShowCustomFields
index d9b23ed..7053594 100644
--- a/share/html/Elements/ShowCustomFields
+++ b/share/html/Elements/ShowCustomFields
@@ -92,7 +92,7 @@ my $print_value = sub {
     if ( $m->comp_exists( $comp ) ) {
         $m->comp( $comp, Object => $value );
     } else {
-        $m->print( $value->Content );
+        $m->out( $m->interp->apply_escapes( $value->Content, 'h' ) );
     }
     $m->out('</a>') if $linked;
 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090914/cdf0f102/attachment.sig>
-------------- next part --------------
_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From falcone at bestpractical.com  Mon Sep 14 15:57:30 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 14 Sep 2009 15:57:30 -0400
Subject: [rt-users] combine 3 userIDs to ONE
In-Reply-To: <a0c34f0a0909141226k5b62495dvad8d328d4e1c67f1@mail.gmail.com>
References: <a0c34f0a0909141226k5b62495dvad8d328d4e1c67f1@mail.gmail.com>
Message-ID: <20090914195730.GD850@jibsheet.com>

On Mon, Sep 14, 2009 at 03:26:26PM -0400, testwreq wreq wrote:
> Hello, I have a situation where a user has submitted tickets to RT  using 3 different emails. When
> a user submits an RT ticket via email, an un-privileged account is  automatically created for that
> user. We don't have a self-servicing interface. We make the user as privileged user on request
> basis. One of those account was made privileged to allow tis user to log into RT and track his
> tickets.
>  
> Now the problem is that he gets "permissed denied" message when he logs into RT using his
> privileged account and searches for the tickets created using his other email address.
>  
> Is there a way I can group all his tickets under one email? i.e. How can I update his other email
> addresses on tickets to match the email of his privileged user account?

You probably want RT-Extension-MergeUsers if you want the other email
addresses to continue to work for creating tickets.

If you want to kill the other two users and make it appear that one
user did everything, you want RT-Extension-MergeUsersHistory

-kevin


From testwreq at gmail.com  Mon Sep 14 16:48:08 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Mon, 14 Sep 2009 16:48:08 -0400
Subject: [rt-users] combine 3 userIDs to ONE
In-Reply-To: <20090914195730.GD850@jibsheet.com>
References: <a0c34f0a0909141226k5b62495dvad8d328d4e1c67f1@mail.gmail.com>
	<20090914195730.GD850@jibsheet.com>
Message-ID: <a0c34f0a0909141348i5c388e75icbaa835534786234@mail.gmail.com>

I think  RT-Extension-MergeUsersHistory will do. I am very new to RT. How is
this used? I have RT 3.8.2 on linux. Do I have to install something?

On Mon, Sep 14, 2009 at 3:57 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

>  On Mon, Sep 14, 2009 at 03:26:26PM -0400, testwreq wreq wrote:
> > Hello, I have a situation where a user has submitted tickets to RT  using
> 3 different emails. When
> > a user submits an RT ticket via email, an un-privileged account is
>  automatically created for that
> > user. We don't have a self-servicing interface. We make the user as
> privileged user on request
> > basis. One of those account was made privileged to allow tis user to log
> into RT and track his
> > tickets.
> >
> > Now the problem is that he gets "permissed denied" message when he logs
> into RT using his
> > privileged account and searches for the tickets created using his other
> email address.
> >
> > Is there a way I can group all his tickets under one email? i.e. How can
> I update his other email
> > addresses on tickets to match the email of his privileged user account?
>
> You probably want RT-Extension-MergeUsers if you want the other email
> addresses to continue to work for creating tickets.
>
> If you want to kill the other two users and make it appear that one
> user did everything, you want RT-Extension-MergeUsersHistory
>
> -kevin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090914/ab6a9b92/attachment.htm>

From scooke at colusacasino.com  Mon Sep 14 16:59:50 2009
From: scooke at colusacasino.com (Steve Cooke)
Date: Mon, 14 Sep 2009 13:59:50 -0700
Subject: [rt-users] Custom Priority Change
Message-ID: <974E1D22113A1340B8CC1D6AA9FBE2B7125B248D3D@exchange.wintun.colusacasino.com>

Hi,

I'm having some issues with trying to write a custom scrip to notify AdminCcs when priority changes are made.
I've done research on google, the wiki  and forum to no avail.

I have a cron job that runs daily to escalate the priority level of a ticket.
What I want to do is when a tickets priority level is between 75 and 95 the user and adminccs are notified of the current status of the ticket.
Once the ticket reaches above 95 on the priority level, the ticket is moved to an escalation queue the adminccs are notified.

The escalation process works along with other functions based on the cron job but I cannot get the notification to work based on the priority level.

I'm wanting to do

Condition: On Priority Change
Action: User Defined

If ($self->TicketObj->Priority > 75 && $self->TicketObj->Priority < 95) {
                ## notify adminccs and owner
                Return 1;
}
Else {
                Return 0;
}

Thanks in advance,




Steve Cooke
MIS - Network Admin 1
Desk:  (530) 458-8844 x6864
Nextel:  (530) 682-4932
[cid:image003.png at 01CA3543.A0B0E930]
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090914/bd4bdd2b/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image003.png
Type: image/png
Size: 14589 bytes
Desc: image003.png
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090914/bd4bdd2b/attachment.png>

From slander at hearstsc.com  Mon Sep 14 17:19:39 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Mon, 14 Sep 2009 17:19:39 -0400
Subject: [rt-users] Problem calling a custom scrip
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0639637886@RCLTEXCMS02.resource.hearstcorp.com>

All,

   In 3.8.4, I am attempting to set up an approval queue.    The idea is that if a Custom Field named "Change Control" is set to value 'YES" then a new ticket will be created to gather the required approval.

   This is in queue "Monitoring".

   So, in the queue I have a Scrip:  Monitor:approval,  with a User Defined condition, Action is Create Tickets, Template is Monitor:Approval, Stage TransactionComplete.
   My Custom Condition originally was:

if ($self->TransactionObj->Type ne "Create") {
  return 0; # This is an update transaction
}


my $CustomFields = $ticket->QueueObj->TicketCustomFields();
while (my $CustomField = $CustomFields->Next()) {
   if ($self->TicketObj->FirstCustomFieldValue('Change Control') =~ /Yes/i) {
   return 1;
}

return 0;


When that failed to do anything,  I just changed it to "return 1;".


My template is:

Subject: Approval of { $Tickets{'TOP'}->Subject() }
Queue: ___Approvals
Type : approval
Owner : slander at hearstsc.com
Content : Please review and approve this request.
Depended-On-By : TOP



When I create a ticket and select YES for my CF, I see this in my log;  (note, my custom scrip is #84)


[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-747.239-3-0 at hearstsc.com> #239/34524 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-747.239-3-0 at hearstsc.com> sent  To: slander at hearstsc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-1595.239-4-0 at hearstsc.com> #239/34524 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-1595.239-4-0 at hearstsc.com> No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-1456.239-82-0 at hearstsc.com> #239/34524 - Scrip 82 On Create Notify CCs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-1456.239-82-0 at hearstsc.com> sent  Cc: slander at hearstsc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Mon Sep 14 21:30:07 2009] [info]: Ticket 239 created in queue 'Monitoring' by SLANDER (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)


Can anyone see my mistake?  Or, am I going about this wrong?



------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090914/6d7573c6/attachment.htm>

From william.graboyes at theportalgrp.com  Mon Sep 14 17:40:22 2009
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Mon, 14 Sep 2009 14:40:22 -0700
Subject: [rt-users] Problem calling a custom scrip
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0639637886@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B0639637886@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <8a5c3dac0909141440p294d0511i867f1322d449d95f@mail.gmail.com>

Hi Scott,

A couple of quick questions, from the logs it looks like the condition to
run your scrip is not being met, what do you have set for the condition of
your scrip? and What part of the transaction are you attaching the scrip to?

Thanks,
Bill G.
william.graboyes at theportalgrp.com

On Mon, Sep 14, 2009 at 2:19 PM, Lander, Scott <slander at hearstsc.com> wrote:

>  All,
>
>    In 3.8.4, I am attempting to set up an approval queue.    The idea is
> that if a Custom Field named "Change Control" is set to value 'YES" then a
> new ticket will be created to gather the required approval.
>
>    This is in queue "Monitoring".
>
>    So, in the queue I have a Scrip:  Monitor:approval,  with a User Defined
> condition, Action is Create Tickets, Template is Monitor:Approval, Stage
> TransactionComplete.
>    My Custom Condition originally was:
>
> if ($self->TransactionObj->Type ne "Create") {
>   return 0; # This is an update transaction
> }
>
>
> my $CustomFields = $ticket->QueueObj->TicketCustomFields();
> while (my $CustomField = $CustomFields->Next()) {
>    if ($self->TicketObj->FirstCustomFieldValue('Change Control') =~ /Yes/i)
> {
>    return 1;
> }
>
> return 0;
>
>
> When that failed to do anything,  I just changed it to "return 1;".
>
>
> My template is:
>
> Subject: Approval of { $Tickets{'TOP'}->Subject() }
> Queue: ___Approvals
> Type : approval
> Owner : slander at hearstsc.com
> Content : Please review and approve this request.
> Depended-On-By : TOP
>
>
>
> When I create a ticket and select YES for my CF, I see this in my log;
> (note, my custom scrip is #84)
>
>
> [Mon Sep 14 21:30:07 2009] [info]: <
> rt-3.8.4-3173-1252963807-747.239-3-0 at hearstsc.com> #239/34524 - Scrip 3 On
> Create Autoreply To Requestors
> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
> [Mon Sep 14 21:30:07 2009] [info]: <
> rt-3.8.4-3173-1252963807-747.239-3-0 at hearstsc.com> sent  To:
> slander at hearstsc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
> [Mon Sep 14 21:30:07 2009] [info]: <
> rt-3.8.4-3173-1252963807-1595.239-4-0 at hearstsc.com> #239/34524 - Scrip 4
> On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
> [Mon Sep 14 21:30:07 2009] [info]: <
> rt-3.8.4-3173-1252963807-1595.239-4-0 at hearstsc.com> No recipients found.
> Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
> [Mon Sep 14 21:30:07 2009] [info]: <
> rt-3.8.4-3173-1252963807-1456.239-82-0 at hearstsc.com> #239/34524 - Scrip 82
> On Create Notify CCs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
> [Mon Sep 14 21:30:07 2009] [info]: <
> rt-3.8.4-3173-1252963807-1456.239-82-0 at hearstsc.com> sent  Cc:
> slander at hearstsc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
> [Mon Sep 14 21:30:07 2009] [info]: Ticket 239 created in queue 'Monitoring'
> by SLANDER (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)
>
>
> Can anyone see my mistake?  Or, am I going about this wrong?
>
>
>
>
> ------------------------------------------------------------------------------------
> This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
> ------------------------------------------------------------------------------------
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090914/02ed8987/attachment.htm>

From banatara at hcl.in  Tue Sep 15 01:37:16 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Tue, 15 Sep 2009 11:07:16 +0530
Subject: [rt-users] Permission Denied Error - Ticket creation using mail
References: <A484C41ED64DD344B05F95481D90681A192F2E5587@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<991123400909030538n487c8bedtc830ed059e946dcd@mail.gmail.com> 
Message-ID: <A484C41ED64DD344B05F95481D90681A1A3D94DD8F@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Hi,

I am trying to get ticket creation thru mail up in a Fedora 10 box. I am using RT 3.8.  I am getting the following error in my maillog.  I tried using rt-mailgate directly from /usr/sbin/rt-mailgate.  But the same result.  I am not sure why I get a permission denied error here.  Any pointers will be very useful.

[root at localhost log]# ls -ltr /etc/ | grep smr
drwxrwxrwx  2 root root    4096 2009-08-28 18:11 smrsh
[root at localhost log]# ls -ltr /etc/smrsh
total 16
-rwxrwxrwx 1 root root 12700 2009-08-27 10:28 rt-mailgate
lrwxrwxrwx 1 root root     9 2009-08-28 18:11 mail -> /bin/mail
[root at localhost log]#

Sep 15 10:38:34 localhost sendmail[8685]: n8EA5iIq006474: to="|/etc/smrsh/rt-mailgate --queue General --action correspond --url http://10.108.39.72/ --debug", ctladdr=<correspond at localhost.localdomain> (8/0), delay=19:02:50, xdelay=00:00:00, mailer=prog, pri=1830557, dsn=4.0.0, stat=Operating system error
Sep 15 10:38:34 localhost sendmail[8712]: n8EA3n3F006454: Warning: program /etc/smrsh/ unsafe: World writable directory
Sep 15 10:38:34 localhost sendmail[8712]: n8EA3n3F006454: SYSERR(root): Cannot exec /etc/smrsh/: Permission denied
Sep 15 10:38:34 localhost sendmail[8685]: n8EA3n3F006454: to="|/etc/smrsh/rt-mailgate --queue General --action correspond --url http://10.108.39.72/ --debug", ctladdr=<correspond at localhost.localdomain> (8/0), delay=19:04:45, xdelay=00:00:00, mailer=prog, pri=1830748, dsn=4.0.0, stat=Operating system error

Thanks,
Baskar N

DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

-----------------------------------------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090915/b38066ec/attachment.htm>

From banatara at hcl.in  Tue Sep 15 03:50:07 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Tue, 15 Sep 2009 13:20:07 +0530
Subject: [rt-users] Permission Denied Error - Ticket creation using mail
References: <A484C41ED64DD344B05F95481D90681A192F2E5587@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<991123400909030538n487c8bedtc830ed059e946dcd@mail.gmail.com>  
Message-ID: <A484C41ED64DD344B05F95481D90681A1A3D94DE8A@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Retrying...

________________________________
From: Baskaraganesan Natarajan
Sent: Tuesday, September 15, 2009 11:07 AM
To: 'rt-users at lists.bestpractical.com'
Subject: Permission Denied Error - Ticket creation using mail

Hi,

I am trying to get ticket creation thru mail up in a Fedora 10 box. I am using RT 3.8.  I am getting the following error in my maillog.  I tried using rt-mailgate directly from /usr/sbin/rt-mailgate.  But the same result.  I am not sure why I get a permission denied error here.  Any pointers will be very useful.

[root at localhost log]# ls -ltr /etc/ | grep smr
drwxrwxrwx  2 root root    4096 2009-08-28 18:11 smrsh
[root at localhost log]# ls -ltr /etc/smrsh
total 16
-rwxrwxrwx 1 root root 12700 2009-08-27 10:28 rt-mailgate
lrwxrwxrwx 1 root root     9 2009-08-28 18:11 mail -> /bin/mail
[root at localhost log]#

Sep 15 10:38:34 localhost sendmail[8685]: n8EA5iIq006474: to="|/etc/smrsh/rt-mailgate --queue General --action correspond --url http://10.108.39.72/ --debug", ctladdr=<correspond at localhost.localdomain> (8/0), delay=19:02:50, xdelay=00:00:00, mailer=prog, pri=1830557, dsn=4.0.0, stat=Operating system error
Sep 15 10:38:34 localhost sendmail[8712]: n8EA3n3F006454: Warning: program /etc/smrsh/ unsafe: World writable directory
Sep 15 10:38:34 localhost sendmail[8712]: n8EA3n3F006454: SYSERR(root): Cannot exec /etc/smrsh/: Permission denied
Sep 15 10:38:34 localhost sendmail[8685]: n8EA3n3F006454: to="|/etc/smrsh/rt-mailgate --queue General --action correspond --url http://10.108.39.72/ --debug", ctladdr=<correspond at localhost.localdomain> (8/0), delay=19:04:45, xdelay=00:00:00, mailer=prog, pri=1830748, dsn=4.0.0, stat=Operating system error

Thanks,
Baskar N

DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

-----------------------------------------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090915/2042f2f9/attachment.htm>

From slander at hearstsc.com  Tue Sep 15 07:51:50 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Tue, 15 Sep 2009 07:51:50 -0400
Subject: [rt-users] Problem calling a custom scrip - Update, but,
	still stuck.
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0639637886@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06396378BE@RCLTEXCMS02.resource.hearstcorp.com>


I changed my scrip to be:

if ($self->TransactionObj->Type ne "Create") {
   $RT::Logger->info( ">  Not a Create \n" );
   return 0; # This is an update transaction
}

my $ticket = $self->TicketObj;
my $CustomFields = $ticket->QueueObj->TicketCustomFields();

while (my $CustomField = $CustomFields->Next()) {
    my $nam = $CustomField->Name;
    my $val = $self->TicketObj->FirstCustomFieldValue($nam);
    $RT::Logger->info( ">  CustomField Name: $nam \n" );
    $RT::Logger->info( ">  CustomField Value: $val \n" );

    if ($val =~ /YES/){
        $RT::Logger->info( ">  This is a change control \n" );
        return 1;
    }
}

$RT::Logger->info( ">  Default 0 exit \n" );
return 0;

And, now I see in the logs;

[Tue Sep 15 04:34:13 2009] [info]: >  CustomField Name: Business Unit  ((eval 1579):12)
[Tue Sep 15 04:34:13 2009] [info]: >  CustomField Value: Charlotte  ((eval 1579):13)
[Tue Sep 15 04:34:13 2009] [info]: >  CustomField Name: Change Control  ((eval 1579):12)
[Tue Sep 15 04:34:13 2009] [info]: >  CustomField Value: YES  ((eval 1579):13)
[Tue Sep 15 04:34:13 2009] [info]: >  This is a change control  ((eval 1579):16)
[Tue Sep 15 04:34:13 2009] [info]: <rt-3.8.4-3172-1252989253-875.246-3-0 at hearstsc.com<mailto:rt-3.8.4-3172-1252989253-875.246-3-0 at hearstsc.com>> #246/34573 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)


So, by scrip is being called, but, no tickets are being created;

The scrip settings are;

Condition: User Defined (as above)
Action : Create Tickets
Template : Monitor:Approval
Stage : TransactionCreate

The only other part to this that I know of is the Template.  Other then the template, is there anything else I need to do to auto create the approval tickets?

Here is my template;


Subject: Approval of { $Tickets{'TOP'}->Subject() }
Queue: ___Approvals
Type : approval
Owner : slander at hearstsc.com<mailto:slander at hearstsc.com>
Content : Please review and approve this request.
Depended-On-By : TOP






________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lander, Scott
Sent: Monday, September 14, 2009 5:20 PM
To: 'rt-users at lists.bestpractical.com'
Subject: [rt-users] Problem calling a custom scrip

All,

   In 3.8.4, I am attempting to set up an approval queue.    The idea is that if a Custom Field named "Change Control" is set to value 'YES" then a new ticket will be created to gather the required approval.

   This is in queue "Monitoring".

   So, in the queue I have a Scrip:  Monitor:approval,  with a User Defined condition, Action is Create Tickets, Template is Monitor:Approval, Stage TransactionComplete.
   My Custom Condition originally was:

if ($self->TransactionObj->Type ne "Create") {
  return 0; # This is an update transaction
}


my $CustomFields = $ticket->QueueObj->TicketCustomFields();
while (my $CustomField = $CustomFields->Next()) {
   if ($self->TicketObj->FirstCustomFieldValue('Change Control') =~ /Yes/i) {
   return 1;
}

return 0;


When that failed to do anything,  I just changed it to "return 1;".


My template is:

Subject: Approval of { $Tickets{'TOP'}->Subject() }
Queue: ___Approvals
Type : approval
Owner : slander at hearstsc.com
Content : Please review and approve this request.
Depended-On-By : TOP



When I create a ticket and select YES for my CF, I see this in my log;  (note, my custom scrip is #84)


[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-747.239-3-0 at hearstsc.com> #239/34524 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-747.239-3-0 at hearstsc.com> sent  To: slander at hearstsc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-1595.239-4-0 at hearstsc.com> #239/34524 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-1595.239-4-0 at hearstsc.com> No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-1456.239-82-0 at hearstsc.com> #239/34524 - Scrip 82 On Create Notify CCs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-1456.239-82-0 at hearstsc.com> sent  Cc: slander at hearstsc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Mon Sep 14 21:30:07 2009] [info]: Ticket 239 created in queue 'Monitoring' by SLANDER (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)


Can anyone see my mistake?  Or, am I going about this wrong?




------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------

------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090915/6ebf9d97/attachment.htm>

From sven.sternberger at desy.de  Tue Sep 15 08:03:56 2009
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Tue, 15 Sep 2009 14:03:56 +0200
Subject: [rt-users] [Rt-announce] RT 3.8.5 Released
In-Reply-To: <20090914192735.GL724@jibsheet.com>
References: <20090914192735.GL724@jibsheet.com>
Message-ID: <1253016236.15579.83.camel@zitpcx6759>

Hello!

On Mo, 2009-09-14 at 15:27 -0400, Kevin Falcone wrote:
> This release of RT-3.8.5 contains an important security fix.

so to patch RT-3.8.4 with the attached patches gives me a
RT-3.8.5? There are no other features,fixes or cleanups 
in 3.8.5?

best regards!

sven



From varun.vyas at elitecore.com  Tue Sep 15 08:16:40 2009
From: varun.vyas at elitecore.com (Varun)
Date: Tue, 15 Sep 2009 17:46:40 +0530
Subject: [rt-users] What Steps Should be followed for Upgrading RT
In-Reply-To: <mailman.935.1252993058.2234.rt-users@lists.bestpractical.com>
References: <mailman.935.1252993058.2234.rt-users@lists.bestpractical.com>
Message-ID: <001501ca35fe$61684870$4f07a8c0@elitecore.com>

Hello All

I am doing some prelimiary research on the requirements for upgrading to
RT 3.8.5. I had a bunch of custom code implemented into our RT version, I
was wondering if their is a detailed change log between RT 3.6.3 -> 3.8.5 ?
Or an installation guide for upgrades?

I have oracle 9iRC2 in my back end. 

Any help is highly appreciable.

Thank & Regards
Varun



From carlos.martinez at cert.uy  Tue Sep 15 09:23:51 2009
From: carlos.martinez at cert.uy (Carlos M. Martinez - CERT.uy)
Date: Tue, 15 Sep 2009 10:23:51 -0300
Subject: [rt-users] Change in translation file (ES.PO)
Message-ID: <4AAF9567.7040904@cert.uy>

Hello all,

I am trying to make some changes to the file "es.po" in order to adapt 
it to our organization's specific terminology, plus some conversion work 
in order to use HTML entities instead of UTF-8 Spanish accented characters.

Although I am able to make the changes to es.po, I am at a loss as to 
what to do next. The changes aren't showing and neither restarting 
Apache (as suggested on an earlier post) nor clearing Mason's cache are 
helping. I suppose I am missing a step, but I don't know which one and I 
haven't been able to find more information.

Any help would be greatly appreciated.

Once it works, I will happily contribute my es.po file to anyone that 
might find it useful.

Best regards

Carlos Martinez
CERT.uy (http://www.cert.uy)

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090915/586a015f/attachment.htm>

From jet at mycolo.biz  Tue Sep 15 10:43:01 2009
From: jet at mycolo.biz (Jet Wilda)
Date: Tue, 15 Sep 2009 10:43:01 -0400
Subject: [rt-users] How to allow 2 self service users to see each others
 tickets
In-Reply-To: <4AAE5FA1.9030703@mycolo.biz>
References: <4AAE5FA1.9030703@mycolo.biz>
Message-ID: <4AAFA7F5.8060000@mycolo.biz>

I'm guessing that this either can not be done or no one knows how to do 
it. 


Jet Wilda wrote:
> Hi,
>
>     We have RT 3.8.2 running with external users using the self service 
> interface.  However some of those external users are from the same 
> company and would like to be able to see and modify each others 
> tickets.  I thought that I could create a group and put them both in it, 
> however that doesn't seem to work.  So my question is, how do you allow 
> to users that only have self service access to see and modify each 
> others tickets?  Thanks in advance for any and all help.
>
> Thanks,
> ~Jet
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   


From david.donachie at snp.org  Tue Sep 15 10:45:47 2009
From: david.donachie at snp.org (David Donachie)
Date: Tue, 15 Sep 2009 10:45:47 -0400 (EDT)
Subject: [rt-users] How to allow 2 self service users to see each others
	tickets
In-Reply-To: <4AAFA7F5.8060000@mycolo.biz>
References: <4AAE5FA1.9030703@mycolo.biz> <4AAFA7F5.8060000@mycolo.biz>
Message-ID: <005c01ca3613$1e9e74a0$5bdb5de0$@org>

I'm guessing there is not a lot of use of SelfService. I've asked a couple
of questions about it and got no answers.

I am assuming that there is a hard-coded search which shows the list of
tickets in the self service list, changing this might give them access to
the tickets, though the lack of permissions might prevent it.

Yours
David

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Jet Wilda
> Sent: 15 September 2009 15:43
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] How to allow 2 self service users to see each
> others tickets
> 
> I'm guessing that this either can not be done or no one knows how to do
> it.
> 
> 
> Jet Wilda wrote:
> > Hi,
> >
> >     We have RT 3.8.2 running with external users using the self
> service
> > interface.  However some of those external users are from the same
> > company and would like to be able to see and modify each others
> > tickets.  I thought that I could create a group and put them both in
> it,
> > however that doesn't seem to work.  So my question is, how do you
> allow
> > to users that only have self service access to see and modify each
> > others tickets?  Thanks in advance for any and all help.
> >
> > Thanks,
> > ~Jet
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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 banatara at hcl.in  Fri Sep 11 08:53:57 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Fri, 11 Sep 2009 18:23:57 +0530
Subject: [rt-users] RT Extension Custom Field for Checkbox
Message-ID: <A484C41ED64DD344B05F95481D90681A1A3D94D8E5@CHN-HCLT-EVS07.HCLT.
	CORP.HCL.IN-BA3A004D-F1A0-1D63-209A-16C61D8EF11A>

Hi,

I am running RT 3.8.2 in a Fedora 10 box.  We are trying to use checkboxes custom field extension from http://search.cpan.org/~ruz/RT-Extension-CustomField-Checkbox/.  I followed the instruction specified in the location http://www.cpan.org/modules/INSTALL.html. After installing and restarting the web sever, I don't see this new custom field in my RT configuration.  I have also tried putting Checkbox.pm under perl5/vendor_perl/5.10.0/RT/CustomField/  and EditCustomFieldSelectCheckbox under rt3/html/Elements/ directories manually.  Is there anything that I am missing here, can you please let me know.

Thanks,
Baskar N



DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

-----------------------------------------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090911/e9f33053/attachment.htm>

From falcone at bestpractical.com  Tue Sep 15 11:28:30 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Sep 2009 11:28:30 -0400
Subject: [rt-users] [Rt-announce] RT 3.8.5 Released
In-Reply-To: <1253016236.15579.83.camel@zitpcx6759>
References: <20090914192735.GL724@jibsheet.com>
	<1253016236.15579.83.camel@zitpcx6759>
Message-ID: <20090915152830.GE850@jibsheet.com>

On Tue, Sep 15, 2009 at 02:03:56PM +0200, Sven Sternberger wrote:
> Hello!
> 
> On Mo, 2009-09-14 at 15:27 -0400, Kevin Falcone wrote:
> > This release of RT-3.8.5 contains an important security fix.
> 
> so to patch RT-3.8.4 with the attached patches gives me a
> RT-3.8.5? There are no other features,fixes or cleanups 
> in 3.8.5?

3.8.5 was branched from the 3.8.4 release in our repository and
includes none of the changes on 3.8-trunk other than the bug fix and a
version number bump.  

-kevin


From slander at hearstsc.com  Tue Sep 15 11:39:20 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Tue, 15 Sep 2009 11:39:20 -0400
Subject: [rt-users] Solved:   Problem calling a custom scrip
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06396378BE@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0639637965@RCLTEXCMS02.resource.hearstcorp.com>

After realizing my scrip was indeed being called (although not obvious from the original logs) I turned to the template.

With the following template, it all works.
Note, the ===Create-Ticket: line, and the ENDOFCONTENT lines are important, and the order of the lines seems to matter somewhat - IE, in the order shown on the RT-ESSENTIALS book, it wouldn't work for me...  Also, note that the Owner line refers to the ID of the owner, which may not be the email of the owner, depending on your system.

Template:

===Create-Ticket: manager-approval
Subject: Approval of {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: SLANDER
Refers-To: {$Tickets{'TOP'}->Id()}

Content : Please review and approve this request.
ENDOFCONTENT



________________________________
From: Lander, Scott
Sent: Tuesday, September 15, 2009 7:52 AM
To: Lander, Scott; 'rt-users at lists.bestpractical.com'
Subject: RE: Problem calling a custom scrip - Update, but, still stuck.


I changed my scrip to be:

if ($self->TransactionObj->Type ne "Create") {
   $RT::Logger->info( ">  Not a Create \n" );
   return 0; # This is an update transaction
}

my $ticket = $self->TicketObj;
my $CustomFields = $ticket->QueueObj->TicketCustomFields();

while (my $CustomField = $CustomFields->Next()) {
    my $nam = $CustomField->Name;
    my $val = $self->TicketObj->FirstCustomFieldValue($nam);
    $RT::Logger->info( ">  CustomField Name: $nam \n" );
    $RT::Logger->info( ">  CustomField Value: $val \n" );

    if ($val =~ /YES/){
        $RT::Logger->info( ">  This is a change control \n" );
        return 1;
    }
}

$RT::Logger->info( ">  Default 0 exit \n" );
return 0;

And, now I see in the logs;

[Tue Sep 15 04:34:13 2009] [info]: >  CustomField Name: Business Unit  ((eval 1579):12)
[Tue Sep 15 04:34:13 2009] [info]: >  CustomField Value: Charlotte  ((eval 1579):13)
[Tue Sep 15 04:34:13 2009] [info]: >  CustomField Name: Change Control  ((eval 1579):12)
[Tue Sep 15 04:34:13 2009] [info]: >  CustomField Value: YES  ((eval 1579):13)
[Tue Sep 15 04:34:13 2009] [info]: >  This is a change control  ((eval 1579):16)
[Tue Sep 15 04:34:13 2009] [info]: <rt-3.8.4-3172-1252989253-875.246-3-0 at hearstsc.com<mailto:rt-3.8.4-3172-1252989253-875.246-3-0 at hearstsc.com>> #246/34573 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)


So, by scrip is being called, but, no tickets are being created;

The scrip settings are;

Condition: User Defined (as above)
Action : Create Tickets
Template : Monitor:Approval
Stage : TransactionCreate

The only other part to this that I know of is the Template.  Other then the template, is there anything else I need to do to auto create the approval tickets?

Here is my template;


Subject: Approval of { $Tickets{'TOP'}->Subject() }
Queue: ___Approvals
Type : approval
Owner : slander at hearstsc.com<mailto:slander at hearstsc.com>
Content : Please review and approve this request.
Depended-On-By : TOP






________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lander, Scott
Sent: Monday, September 14, 2009 5:20 PM
To: 'rt-users at lists.bestpractical.com'
Subject: [rt-users] Problem calling a custom scrip

All,

   In 3.8.4, I am attempting to set up an approval queue.    The idea is that if a Custom Field named "Change Control" is set to value 'YES" then a new ticket will be created to gather the required approval.

   This is in queue "Monitoring".

   So, in the queue I have a Scrip:  Monitor:approval,  with a User Defined condition, Action is Create Tickets, Template is Monitor:Approval, Stage TransactionComplete.
   My Custom Condition originally was:

if ($self->TransactionObj->Type ne "Create") {
  return 0; # This is an update transaction
}


my $CustomFields = $ticket->QueueObj->TicketCustomFields();
while (my $CustomField = $CustomFields->Next()) {
   if ($self->TicketObj->FirstCustomFieldValue('Change Control') =~ /Yes/i) {
   return 1;
}

return 0;


When that failed to do anything,  I just changed it to "return 1;".


My template is:

Subject: Approval of { $Tickets{'TOP'}->Subject() }
Queue: ___Approvals
Type : approval
Owner : slander at hearstsc.com
Content : Please review and approve this request.
Depended-On-By : TOP



When I create a ticket and select YES for my CF, I see this in my log;  (note, my custom scrip is #84)


[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-747.239-3-0 at hearstsc.com> #239/34524 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-747.239-3-0 at hearstsc.com> sent  To: slander at hearstsc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-1595.239-4-0 at hearstsc.com> #239/34524 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-1595.239-4-0 at hearstsc.com> No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-1456.239-82-0 at hearstsc.com> #239/34524 - Scrip 82 On Create Notify CCs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Mon Sep 14 21:30:07 2009] [info]: <rt-3.8.4-3173-1252963807-1456.239-82-0 at hearstsc.com> sent  Cc: slander at hearstsc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Mon Sep 14 21:30:07 2009] [info]: Ticket 239 created in queue 'Monitoring' by SLANDER (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)


Can anyone see my mistake?  Or, am I going about this wrong?




------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------

------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090915/30a379a6/attachment.htm>

From kfcrocker at lbl.gov  Tue Sep 15 11:46:15 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 15 Sep 2009 08:46:15 -0700
Subject: [rt-users] Perl version
Message-ID: <4AAFB6C7.5060609@lbl.gov>

To list,

Does anyone know what the latest viable Perl versio we can use for RT 
3.8.x is? We trying to get grid of a bunch of perl versions here and I 
want to ensure we are using the latest for RT. Thanks.

Kenn
LBNL


From jesse at bestpractical.com  Tue Sep 15 11:47:53 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Sep 2009 11:47:53 -0400
Subject: [rt-users] Perl version
In-Reply-To: <4AAFB6C7.5060609@lbl.gov>
References: <4AAFB6C7.5060609@lbl.gov>
Message-ID: <20090915154753.GL22153@bestpractical.com>




On Tue, Sep 15, 2009 at 08:46:15AM -0700, Ken Crocker wrote:
> To list,
> 
> Does anyone know what the latest viable Perl versio we can use for RT 
> 3.8.x is? We trying to get grid of a bunch of perl versions here and I 
> want to ensure we are using the latest for RT. Thanks.

5.8.9 or 5.10.1 should be fine. 5.10.0  should be avoided.


From rfh at vialtus.com  Tue Sep 15 11:53:21 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 15 Sep 2009 16:53:21 +0100
Subject: [rt-users] 3.8.4 create user error
Message-ID: <4AAFB871.3050408@vialtus.com>

Hi There;

(Perl v5.8.8 under linux ,mod_perl2 
v2.000003,Apache2,DBIx::SearchBuilder v1.56)

Started playing with 3.8.4 , fresh out of the box, new install , added 
plugins :
RT-Extension-MergeUsers
RT-Extension-ServiceUpdates
RT-Extension-SLA
RTx-RightsMatrix

- created first user, given it the super user permissions
- logged in as this new user, trying to create another user I am getting 
the below error when click on Create (from the Tab in User/index.html 
and not the form).
- the same happens if I try as root.

Anybody else seen this, I am guessing its one of the extensions that 
caused it, but which one?




error:       Can't call method "Disabled" on an undefined value at 
/opt/rt3/bin/../lib/RT/User_Overlay.pm line 1165.
context:     
...     
1161:      =cut
1162:     
1163:      sub Disabled {
1164:      my $self = shift;
1165:      return $self->PrincipalObj->Disabled(@_);
1166:      }
1167:     
1168:      =head2 PrincipalObj
1169:     
...     
code stack:      /opt/rt3/bin/../lib/RT/User_Overlay.pm:1165
/opt/rt3/share/html/Admin/Users/Modify.html:385
/opt/rt3/share/html/Admin/autohandler:49
/opt/rt3/share/html/autohandler:311


Roy


From jet at mycolo.biz  Tue Sep 15 11:58:38 2009
From: jet at mycolo.biz (Jet Wilda)
Date: Tue, 15 Sep 2009 11:58:38 -0400
Subject: [rt-users] How to allow 2 self service users to see each others
 tickets
In-Reply-To: <005c01ca3613$1e9e74a0$5bdb5de0$@org>
References: <4AAE5FA1.9030703@mycolo.biz> <4AAFA7F5.8060000@mycolo.biz>
	<005c01ca3613$1e9e74a0$5bdb5de0$@org>
Message-ID: <4AAFB9AE.3080105@mycolo.biz>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090915/b8efde2f/attachment.htm>

From jpierce at cambridgeenergyalliance.org  Tue Sep 15 12:17:11 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 15 Sep 2009 12:17:11 -0400
Subject: [rt-users] How to allow 2 self service users to see each others
	tickets
In-Reply-To: <4AAFB9AE.3080105@mycolo.biz>
References: <4AAE5FA1.9030703@mycolo.biz> <4AAFA7F5.8060000@mycolo.biz> 
	<005c01ca3613$1e9e74a0$5bdb5de0$@org> <4AAFB9AE.3080105@mycolo.biz>
Message-ID: <be7163f0909150917o375ed537vb08c95ced8e1e2a3@mail.gmail.com>

On Tue, Sep 15, 2009 at 11:58, Jet Wilda <jet at mycolo.biz> wrote:
> That is a shame, it is a nice feature to allow limited outside access.
> However with these limitations it may not fit our use case :-(

If they're using Self Service, why can't they share a single account?


From jet at mycolo.biz  Tue Sep 15 12:25:52 2009
From: jet at mycolo.biz (Jet Wilda)
Date: Tue, 15 Sep 2009 12:25:52 -0400
Subject: [rt-users] How to allow 2 self service users to see each others
 tickets
In-Reply-To: <be7163f0909150917o375ed537vb08c95ced8e1e2a3@mail.gmail.com>
References: <4AAE5FA1.9030703@mycolo.biz> <4AAFA7F5.8060000@mycolo.biz>
	<005c01ca3613$1e9e74a0$5bdb5de0$@org> <4AAFB9AE.3080105@mycolo.biz>
	<be7163f0909150917o375ed537vb08c95ced8e1e2a3@mail.gmail.com>
Message-ID: <4AAFC010.8000805@mycolo.biz>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090915/4c5edbc5/attachment.htm>

From uyhis at yahoo.com  Tue Sep 15 12:27:45 2009
From: uyhis at yahoo.com (Ben)
Date: Tue, 15 Sep 2009 09:27:45 -0700 (PDT)
Subject: [rt-users] RT and Subversion
In-Reply-To: <4AAFB871.3050408@vialtus.com>
Message-ID: <670540.57454.qm@web36903.mail.mud.yahoo.com>

Hi, All,

I have a quick question. I use RT and subversion and scmbug. 
I have created several queues undr RT, also several projects under one repos in subversion.
My question is: how can I let the ticket owner can make changes to one projects in subversion?
for example, I have queueA, queueB, queueC, under subversion repos, I have projectA, projectB, projectC.? User A have a ticket in queueA, then he can check in to projectA, userB has a ticket in queueB, then he can check in to projectB.
?
Thanks!
?
Ben


      
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090915/6face53b/attachment.htm>

From kfcrocker at lbl.gov  Tue Sep 15 12:29:02 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 15 Sep 2009 09:29:02 -0700
Subject: [rt-users] Perl version
In-Reply-To: <20090915154753.GL22153@bestpractical.com>
References: <4AAFB6C7.5060609@lbl.gov>
	<20090915154753.GL22153@bestpractical.com>
Message-ID: <4AAFC0CE.4060703@lbl.gov>

Jesse,

Thanks.

Kenn

On 9/15/2009 8:47 AM, Jesse Vincent wrote:
>
> On Tue, Sep 15, 2009 at 08:46:15AM -0700, Ken Crocker wrote:
>   
>> To list,
>>
>> Does anyone know what the latest viable Perl versio we can use for RT 
>> 3.8.x is? We trying to get grid of a bunch of perl versions here and I 
>> want to ensure we are using the latest for RT. Thanks.
>>     
>
> 5.8.9 or 5.10.1 should be fine. 5.10.0  should be avoided.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090915/b535dfba/attachment.htm>

From javoskam at uwaterloo.ca  Tue Sep 15 12:32:20 2009
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Tue, 15 Sep 2009 12:32:20 -0400
Subject: [rt-users] [Rt-announce] RT 3.8.5 Released
In-Reply-To: <20090915152830.GE850@jibsheet.com>
References: <20090914192735.GL724@jibsheet.com>	<1253016236.15579.83.camel@zitpcx6759>
	<20090915152830.GE850@jibsheet.com>
Message-ID: <4AAFC194.5080606@uwaterloo.ca>

On 09/15/2009 11:28 AM, Kevin Falcone wrote:
> On Tue, Sep 15, 2009 at 02:03:56PM +0200, Sven Sternberger wrote:
>    
>> Hello!
>>
>> On Mo, 2009-09-14 at 15:27 -0400, Kevin Falcone wrote:
>>      
>>> This release of RT-3.8.5 contains an important security fix.
>>>        
>> so to patch RT-3.8.4 with the attached patches gives me a
>> RT-3.8.5? There are no other features,fixes or cleanups
>> in 3.8.5?
>>      
> 3.8.5 was branched from the 3.8.4 release in our repository and
> includes none of the changes on 3.8-trunk other than the bug fix and a
> version number bump.
>
> -kevin
Then you should rename ticket #13574 in rt3.fsck.com. :-)

Jeff
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090915/5e0431c4/attachment.htm>

From rfh at vialtus.com  Tue Sep 15 12:33:45 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 15 Sep 2009 17:33:45 +0100
Subject: [rt-users] How to allow 2 self service users to see each others
 tickets
In-Reply-To: <4AAFB9AE.3080105@mycolo.biz>
References: <4AAE5FA1.9030703@mycolo.biz>
	<4AAFA7F5.8060000@mycolo.biz>	<005c01ca3613$1e9e74a0$5bdb5de0$@org>
	<4AAFB9AE.3080105@mycolo.biz>
Message-ID: <4AAFC1E9.5020601@vialtus.com>

Hi;

I have done this in a sort of a hack, relay on self service users being 
grouped together ie
Create Group X
Add user a and user b as members of group X (you may need to make the 
users Privileged, add them to group, then make them un-Privileged again)
Modify the SelfService MyRequests (I think its in SelfService/Elements) 
to instead of pulling tickets where the requester == CurrentUser , it 
looks for the CurrentUser group membership, if exists it pulls the 
tickets where the requestor  is a member of the group.
*
Regards;
Roy
*


Jet Wilda wrote:
> That is a shame, it is a nice feature to allow limited outside 
> access.  However with these limitations it may not fit our use case :-(
>
> Thanks,
> ~Jet
>
> David Donachie wrote:
>> I'm guessing there is not a lot of use of SelfService. I've asked a couple
>> of questions about it and got no answers.
>>
>> I am assuming that there is a hard-coded search which shows the list of
>> tickets in the self service list, changing this might give them access to
>> the tickets, though the lack of permissions might prevent it.
>>
>> Yours
>> David
>>
>>   
>>> -----Original Message-----
>>> From: rt-users-bounces at lists.bestpractical.com <mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-
>>> bounces at lists.bestpractical.com <mailto:bounces at lists.bestpractical.com>] On Behalf Of Jet Wilda
>>> Sent: 15 September 2009 15:43
>>> To: rt-users at lists.bestpractical.com <mailto:rt-users at lists.bestpractical.com>
>>> Subject: Re: [rt-users] How to allow 2 self service users to see each
>>> others tickets
>>>
>>> I'm guessing that this either can not be done or no one knows how to do
>>> it.
>>>
>>>
>>> Jet Wilda wrote:
>>>     
>>>> Hi,
>>>>
>>>>     We have RT 3.8.2 running with external users using the self
>>>>       
>>> service
>>>     
>>>> interface.  However some of those external users are from the same
>>>> company and would like to be able to see and modify each others
>>>> tickets.  I thought that I could create a group and put them both in
>>>>       
>>> it,
>>>     
>>>> however that doesn't seem to work.  So my question is, how do you
>>>>       
>>> allow
>>>     
>>>> to users that only have self service access to see and modify each
>>>> others tickets?  Thanks in advance for any and all help.
>>>>
>>>> Thanks,
>>>> ~Jet
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com <mailto:sales at bestpractical.com>
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>       
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com <mailto:sales at bestpractical.com>
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>     
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com <mailto:sales at bestpractical.com>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>   


From bouncyinc at gmail.com  Tue Sep 15 12:15:16 2009
From: bouncyinc at gmail.com (bouncyinc at gmail.com)
Date: Tue, 15 Sep 2009 16:15:16 +0000
Subject: [rt-users] FWD: Ideal "out of the box" version of the rt package in
	some linux distro
Message-ID: <4aafbd96.141bf30a.38c8.0c11@mx.google.com>





------Original Message------
From: bouncyinc at gmail.com <bouncyinc at gmail.com>
To: <rt-users at lists.bestbractical.com>
Date: Tue, 15 Sep 2009 03:53:16 PM +0000
Subject: Ideal "out of the box" version of the rt package in some linuz distro

Is there some distribution of rt that would work with maybe a simple config script or working on defauilts since each time ilve looked they seem to require apache modifications which fail on debian and unbuntu. thabks in advance



From falcone at bestpractical.com  Tue Sep 15 12:50:53 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Sep 2009 12:50:53 -0400
Subject: [rt-users] Permission Denied Error - Ticket creation using mail
In-Reply-To: <A484C41ED64DD344B05F95481D90681A1A3D94DE8A@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
References: <A484C41ED64DD344B05F95481D90681A192F2E5587@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<991123400909030538n487c8bedtc830ed059e946dcd@mail.gmail.com>
	<A484C41ED64DD344B05F95481D90681A1A3D94DE8A@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
Message-ID: <20090915165053.GF850@jibsheet.com>

On Tue, Sep 15, 2009 at 01:20:07PM +0530, Baskaraganesan Natarajan wrote:
>    Retrying...
>    [root at localhost log]# ls -ltr /etc/ | grep smr
> 
>    drwxrwxrwx  2 root root    4096 2009-08-28 18:11 smrsh
> 
>    Sep 15 10:38:34 localhost sendmail[8712]: n8EA3n3F006454: Warning: program /etc/smrsh/ unsafe:
>    World writable directory

Read the error messages, you can't have a world writable /etc/smrsh

-kevin


From falcone at bestpractical.com  Tue Sep 15 12:54:22 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Sep 2009 12:54:22 -0400
Subject: [rt-users] 3.8.4 create user error
In-Reply-To: <4AAFB871.3050408@vialtus.com>
References: <4AAFB871.3050408@vialtus.com>
Message-ID: <20090915165422.GG850@jibsheet.com>

On Tue, Sep 15, 2009 at 04:53:21PM +0100, Raed El-Hames wrote:
> Hi There;
> 
> (Perl v5.8.8 under linux ,mod_perl2 
> v2.000003,Apache2,DBIx::SearchBuilder v1.56)
> 
> Started playing with 3.8.4 , fresh out of the box, new install , added 
> plugins :
> RT-Extension-MergeUsers
> RT-Extension-ServiceUpdates
> RT-Extension-SLA
> RTx-RightsMatrix

You don't list version numbers, which means this is hard to diagnose
from your error.  If you're not running MergeUsers 0.03_02 I would
expect all kinds of problems interacting with 3.8

-kevin

> - created first user, given it the super user permissions
> - logged in as this new user, trying to create another user I am getting 
> the below error when click on Create (from the Tab in User/index.html 
> and not the form).
> - the same happens if I try as root.
> 
> Anybody else seen this, I am guessing its one of the extensions that 
> caused it, but which one?
> 
> 
> 
> 
> error:       Can't call method "Disabled" on an undefined value at 
> /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1165.
> context:     
> ...     
> 1161:      =cut
> 1162:     
> 1163:      sub Disabled {
> 1164:      my $self = shift;
> 1165:      return $self->PrincipalObj->Disabled(@_);
> 1166:      }
> 1167:     
> 1168:      =head2 PrincipalObj
> 1169:     
> ...     
> code stack:      /opt/rt3/bin/../lib/RT/User_Overlay.pm:1165
> /opt/rt3/share/html/Admin/Users/Modify.html:385
> /opt/rt3/share/html/Admin/autohandler:49
> /opt/rt3/share/html/autohandler:311
> 
> 
> Roy
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From falcone at bestpractical.com  Tue Sep 15 12:55:17 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Sep 2009 12:55:17 -0400
Subject: [rt-users] [Rt-announce] RT 3.8.5 Released
In-Reply-To: <4AAFC194.5080606@uwaterloo.ca>
References: <20090914192735.GL724@jibsheet.com>
	<1253016236.15579.83.camel@zitpcx6759>
	<20090915152830.GE850@jibsheet.com> <4AAFC194.5080606@uwaterloo.ca>
Message-ID: <20090915165517.GH850@jibsheet.com>

On Tue, Sep 15, 2009 at 12:32:20PM -0400, Jeff Voskamp wrote:
>    On 09/15/2009 11:28 AM, Kevin Falcone wrote:
> 
>    Then you should rename ticket #13574 in rt3.fsck.com. :-)

Already done:
Tue Sep 15 11:55:12 2009 falcone - Subject changed from 'RT 3.8.5
Release' to 'RT 3.8.6 Release' 

-kevin


From falcone at bestpractical.com  Tue Sep 15 12:58:37 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Sep 2009 12:58:37 -0400
Subject: [rt-users] How to allow 2 self service users to see each others
 tickets
In-Reply-To: <005c01ca3613$1e9e74a0$5bdb5de0$@org>
References: <4AAE5FA1.9030703@mycolo.biz> <4AAFA7F5.8060000@mycolo.biz>
	<005c01ca3613$1e9e74a0$5bdb5de0$@org>
Message-ID: <20090915165837.GI850@jibsheet.com>

On Tue, Sep 15, 2009 at 10:45:47AM -0400, David Donachie wrote:
> I'm guessing there is not a lot of use of SelfService. I've asked a couple
> of questions about it and got no answers.
> 
> I am assuming that there is a hard-coded search which shows the list of
> tickets in the self service list, changing this might give them access to
> the tickets, though the lack of permissions might prevent it.

The search looks for Ticket Watchers.
You need to add a Scrip to make the users CCs of each other's tickets,
or change the search in some other manner.  I thought there was some
discussion of this on the wiki, and I know people have been making
mods for this recently because of the questions on the irc channel.

-kevin

> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> > bounces at lists.bestpractical.com] On Behalf Of Jet Wilda
> > Sent: 15 September 2009 15:43
> > To: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] How to allow 2 self service users to see each
> > others tickets
> > 
> > I'm guessing that this either can not be done or no one knows how to do
> > it.
> > 
> > 
> > Jet Wilda wrote:
> > > Hi,
> > >
> > >     We have RT 3.8.2 running with external users using the self
> > service
> > > interface.  However some of those external users are from the same
> > > company and would like to be able to see and modify each others
> > > tickets.  I thought that I could create a group and put them both in
> > it,
> > > however that doesn't seem to work.  So my question is, how do you
> > allow
> > > to users that only have self service access to see and modify each
> > > others tickets?  Thanks in advance for any and all help.
> > >
> > > Thanks,
> > > ~Jet
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Community help: http://wiki.bestpractical.com
> > > Commercial support: sales at bestpractical.com
> > >
> > >
> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > Buy a copy at http://rtbook.bestpractical.com
> > >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From kirby at umbc.edu  Tue Sep 15 13:29:30 2009
From: kirby at umbc.edu (Joe Kirby)
Date: Tue, 15 Sep 2009 13:29:30 -0400
Subject: [rt-users] Adding an additional Status value
Message-ID: <4AAFCEFA.9050400@umbc.edu>

I would like to add an additional status value of As Time Permits.

The Quick Search show the top 3 statuses, that is New, Open, Stalled and 
I would like to retain those for what I call true production support 
trouble tickets.

Requests that may be small enhancements, research, etc. would be 
categorized under As Time Permits status and would be dealt with separately.

Is this possible in 3.82? If so how do I introduce this?

Thanks in advance

Joe


From jpierce at cambridgeenergyalliance.org  Tue Sep 15 13:37:58 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 15 Sep 2009 13:37:58 -0400
Subject: [rt-users] Adding an additional Status value
In-Reply-To: <4AAFCEFA.9050400@umbc.edu>
References: <4AAFCEFA.9050400@umbc.edu>
Message-ID: <be7163f0909151037j5a71ee7gbfb5c155f8a0adb2@mail.gmail.com>

Please search the wiki and list archives first.
This question is often asked, and RT_Config.pm even states:

  You can define new statuses and even reorder existing statuses here.
  WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT
  will break horribly. The statuses you add must be no longer than 10
characters.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From dgriffi at cs.csubak.edu  Tue Sep 15 14:00:34 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Tue, 15 Sep 2009 11:00:34 -0700 (PDT)
Subject: [rt-users] See all "resolved" tickets
Message-ID: <alpine.DEB.1.10.0909151053290.15883@sleipnir.cs.csubak.edu>


How can I instantly review tickets of a given status without going through 
a simple or advanced search?  I thought using a saved search would work, 
but the search parameters don't seem to be able to handle something like 
"show me all resolved tickets from the past three days".

-- 
David Griffith
dgriffi at cs.csubak.edu


From jpierce at cambridgeenergyalliance.org  Tue Sep 15 14:05:31 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 15 Sep 2009 14:05:31 -0400
Subject: [rt-users] See all "resolved" tickets
In-Reply-To: <alpine.DEB.1.10.0909151053290.15883@sleipnir.cs.csubak.edu>
References: <alpine.DEB.1.10.0909151053290.15883@sleipnir.cs.csubak.edu>
Message-ID: <be7163f0909151105w2c9256e2x14366d4b11965b8@mail.gmail.com>

> How can I instantly review tickets of a given status without going through
> a simple or advanced search? ?I thought using a saved search would work,
> but the search parameters don't seem to be able to handle something like
> "show me all resolved tickets from the past three days".
Pardon? A saved search is just a copy of what you did via Search Builder.

This search works fine: Status = 'resolved' AND Resolved > '-3 days'

And there's no reason why it should fail when saved and later invoked.


From dgriffi at cs.csubak.edu  Tue Sep 15 14:29:30 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Tue, 15 Sep 2009 11:29:30 -0700 (PDT)
Subject: [rt-users] See all "resolved" tickets
In-Reply-To: <be7163f0909151105w2c9256e2x14366d4b11965b8@mail.gmail.com>
References: <alpine.DEB.1.10.0909151053290.15883@sleipnir.cs.csubak.edu>
	<be7163f0909151105w2c9256e2x14366d4b11965b8@mail.gmail.com>
Message-ID: <alpine.DEB.1.10.0909151128470.15883@sleipnir.cs.csubak.edu>

On Tue, 15 Sep 2009, Jerrad Pierce wrote:

>> How can I instantly review tickets of a given status without going through
>> a simple or advanced search? ?I thought using a saved search would work,
>> but the search parameters don't seem to be able to handle something like
>> "show me all resolved tickets from the past three days".
> Pardon? A saved search is just a copy of what you did via Search Builder.
>
> This search works fine: Status = 'resolved' AND Resolved > '-3 days'
>
> And there's no reason why it should fail when saved and later invoked.

Ugh...  I'm still learning <sheepish grin>.  Thanks for the quick reply.

-- 
David Griffith
dgriffi at cs.csubak.edu

From kirby at umbc.edu  Tue Sep 15 14:38:47 2009
From: kirby at umbc.edu (Joe Kirby)
Date: Tue, 15 Sep 2009 14:38:47 -0400
Subject: [rt-users] Adding an additional Status value
In-Reply-To: <be7163f0909151037j5a71ee7gbfb5c155f8a0adb2@mail.gmail.com>
References: <4AAFCEFA.9050400@umbc.edu>
	<be7163f0909151037j5a71ee7gbfb5c155f8a0adb2@mail.gmail.com>
Message-ID: <4AAFDF37.1080207@umbc.edu>

Thank you

Jerrad Pierce wrote:
> Please search the wiki and list archives first.
> This question is often asked, and RT_Config.pm even states:
>
>   You can define new statuses and even reorder existing statuses here.
>   WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT
>   will break horribly. The statuses you add must be no longer than 10
> characters.
>
>   


From kfcrocker at lbl.gov  Tue Sep 15 15:33:57 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 15 Sep 2009 12:33:57 -0700
Subject: [rt-users] See all "resolved" tickets
In-Reply-To: <alpine.DEB.1.10.0909151053290.15883@sleipnir.cs.csubak.edu>
References: <alpine.DEB.1.10.0909151053290.15883@sleipnir.cs.csubak.edu>
Message-ID: <4AAFEC25.9060101@lbl.gov>

David,

Besides using a saved search (which does work), we altered the RT 
delivered "QuickSearch" query to include a couple extra statuses we 
added. That way we can just click the number that represents the status 
for a particular queue and viola', we're there. You could just as easily 
add "resolved" for that "QuickSearch", but it would not allow for a time 
frame and would continue to gather all "resolved" tickets, regardless of 
when they were resolved. Our feeling was that would be a waste of 
resources to gather all those same records over and over. Hence, using a 
saved search is a better choice.

Kenn
LBNL

On 9/15/2009 11:00 AM, David Griffith wrote:
> How can I instantly review tickets of a given status without going through 
> a simple or advanced search?  I thought using a saved search would work, 
> but the search parameters don't seem to be able to handle something like 
> "show me all resolved tickets from the past three days".
>
>   


From jan.grant at bristol.ac.uk  Tue Sep 15 15:21:21 2009
From: jan.grant at bristol.ac.uk (jan.grant at bristol.ac.uk)
Date: Tue, 15 Sep 2009 20:21:21 +0100 (BST)
Subject: [rt-users] WebExternalAuth AND an RT::Authen::ExternalAuth LDAP
 ExternalInfo provider..?
Message-ID: <alpine.BSF.2.00.0909152017020.42387@tribble.ilrt.bris.ac.uk>

I'm using (aspiring to use) apache's mod_auth_cas to do external 
authentication, plus RT::Authen::ExternalAuth as an info provider to 
provide information about the apache-supplied username.

Is this actually *possible*? RT 3.8.4. Basically, the idea is to use our 
common CAS SSO setup to provide usernames to RT, and then to rely on LDAP 
if the user doesn't already exist in order to create the new account.

Unfortunately, putting RT::Authen::ExternalAuth on the @Plugins appears to 
disable WebExternalAuth.

Can this be made to work? And if so, how?

Cheers,
jan

-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
Just because I have nothing to hide doesn't mean I have nothing to fear.


From jpierce at cambridgeenergyalliance.org  Tue Sep 15 16:01:33 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 15 Sep 2009 16:01:33 -0400
Subject: [rt-users] See all "resolved" tickets
In-Reply-To: <4AAFEC25.9060101@lbl.gov>
References: <alpine.DEB.1.10.0909151053290.15883@sleipnir.cs.csubak.edu> 
	<4AAFEC25.9060101@lbl.gov>
Message-ID: <be7163f0909151301y564f3fc5ib6829ea25c261f3f@mail.gmail.com>

Also note that you may find RTx::S3Invoker here.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From justin.hayes at orbisuk.com  Tue Sep 15 15:54:42 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Tue, 15 Sep 2009 20:54:42 +0100
Subject: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments
	missing/corrupt
Message-ID: <B89AFEE8-ED9C-4DBC-80DB-8FBC41518CA9@orbisuk.com>

Hi guys,

I'm just testing an upgrade from 3.6.3 to 3.8.4. I ran the rt-setup- 
database fine:

/opt/rt_support.openbet.com/sbin/rt-setup-database -dba rt_support -- 
prompt-for-dba-password --action upgrade

Then created the schema upgrade script:

perl /opt/rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl  
*blah* *blah* *password* > upgrade.sql
Use of uninitialized value in join or string at /opt/ 
rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
.Tickets.status has type VARCHAR however mapping is missing.
Use of uninitialized value in join or string at /opt/ 
rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
.Users.BlockImg has type CHAR however mapping is missing.
-- ** NOTICE: No database changes have been made. **
-- Please review the generated SQL, ensure you have a full backup of  
your database 
-- and apply it to your database using a command like:
-- mysql -u rt_support -p rt_support < queries.sql";

cat upgrade.sql
ALTER DATABASE rt_support DEFAULT CHARACTER SET utf8;
ALTER TABLE ACL
    DEFAULT CHARACTER SET utf8,
    MODIFY RightName VARBINARY(25) NOT NULL,
    MODIFY PrincipalType VARBINARY(25) NOT NULL,
    MODIFY ObjectType VARBINARY(25) NOT NULL;
ALTER TABLE ACL
    MODIFY RightName VARCHAR(25) CHARACTER SET ascii NOT NULL,
    MODIFY PrincipalType VARCHAR(25) CHARACTER SET ascii NOT NULL,
    MODIFY ObjectType VARCHAR(25) CHARACTER SET ascii NOT NULL;
ALTER TABLE Attachments
    DEFAULT CHARACTER SET utf8,
    MODIFY Subject VARBINARY(255) NULL DEFAULT NULL,
    MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL,
    MODIFY Filename VARBINARY(255) NULL DEFAULT NULL,
    MODIFY Headers LONGBLOB NULL DEFAULT NULL,
    MODIFY MessageId VARBINARY(160) NULL DEFAULT NULL,
    MODIFY Content LONGBLOB NULL DEFAULT NULL,
    MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL;
ALTER TABLE Attachments
    MODIFY Subject VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
    MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT  
NULL,
    MODIFY Filename VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
    MODIFY Headers LONGTEXT CHARACTER SET utf8 NULL DEFAULT NULL,
    MODIFY MessageId VARCHAR(160) CHARACTER SET ascii NULL DEFAULT NULL,
    MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL  
DEFAULT NULL;
.
.
.


Now that looks a bit odd as there are 2 ALTERS per table and the  
second seems to reverse some bits of the first?

Anyway I ran that into my DB. Now when I go into a ticket with an  
image attached and click on it no image is returned, which is a bit  
worrying.

I'm wondering if it was a problem with the upgrade, or the original db  
dump provided by my IT systems guys. Perhaps the DB wasn't dumped  
using binary character set? How could I check that and how should the  
IT guys have dumped the DB to make sure it was in binary?

Any thoughts?

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com




-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090915/c83d1c33/attachment.htm>

From aaron at guise.net.nz  Tue Sep 15 18:36:56 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Wed, 16 Sep 2009 10:36:56 +1200
Subject: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments
	missing/corrupt
In-Reply-To: <B89AFEE8-ED9C-4DBC-80DB-8FBC41518CA9@orbisuk.com>
References: <B89AFEE8-ED9C-4DBC-80DB-8FBC41518CA9@orbisuk.com>
Message-ID: <c8c01a250909151536n41b343ectcffaa68e0ba2b01b@mail.gmail.com>

I had similar problems when moving upto 3.8.1.  The previous sysadmin
responsible for RT had failed to upgrade the DB properly when going from
3.6.5 to 3.8.0 some time back.  All our attachments went screwy too when I
tried to upgrade to 3.8.1.

In the end what I did is dump the database before upgrade in case I need to
go back.  Dumped all attachment records to disk via perl, ran the RT upgrade
scripts and then updated the attachments table from the ones I had dumped
out earlier.

This then made all the attachments become working again.  RT itself also
seemed to get a performance boost !YAY!.  And the two ALTER entries in the
upgrade script I found as well, Prior to running the upgrade I removed the
ones that weren't binary columns e.g. VARBINARY so removing the lines which
mentioned something like LONGBLOB.

When you use mysqldump to backup the database you just need to make sure to
place this "--opt --default-character-set=binary" in the commandline
arguments.   That will mean it exports in binary mode to avoid corruption.

*Regards,
Aaron Guise
  07 838 7793
027 212 6638
aaron at guise.net.nz*




On Wed, Sep 16, 2009 at 7:54 AM, Justin Hayes <justin.hayes at orbisuk.com>wrote:

> Hi guys,
>
> I'm just testing an upgrade from 3.6.3 to 3.8.4. I ran the
> rt-setup-database fine:
>
> /opt/rt_support.openbet.com/sbin/rt-setup-database -dba rt_support
> --prompt-for-dba-password --action upgrade
>
>
> Then created the schema upgrade script:
>
> perl /opt/rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl*blah* *blah* *password* > upgrade.sql
> Use of uninitialized value in join or string at /opt/
> rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
> .Tickets.status has type VARCHAR however mapping is missing.
> Use of uninitialized value in join or string at /opt/
> rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
> .Users.BlockImg has type CHAR however mapping is missing.
> -- ** NOTICE: No database changes have been made. **
> -- Please review the generated SQL, ensure you have a full backup of your
> database
> -- and apply it to your database using a command like:
> -- mysql -u rt_support -p rt_support < queries.sql";
>
> cat upgrade.sql
> ALTER DATABASE rt_support DEFAULT CHARACTER SET utf8;
> ALTER TABLE ACL
>    DEFAULT CHARACTER SET utf8,
>    MODIFY RightName VARBINARY(25) NOT NULL,
>    MODIFY PrincipalType VARBINARY(25) NOT NULL,
>    MODIFY ObjectType VARBINARY(25) NOT NULL;
> ALTER TABLE ACL
>    MODIFY RightName VARCHAR(25) CHARACTER SET ascii NOT NULL,
>    MODIFY PrincipalType VARCHAR(25) CHARACTER SET ascii NOT NULL,
>    MODIFY ObjectType VARCHAR(25) CHARACTER SET ascii NOT NULL;
> ALTER TABLE Attachments
>    DEFAULT CHARACTER SET utf8,
>    MODIFY Subject VARBINARY(255) NULL DEFAULT NULL,
>    MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL,
>    MODIFY Filename VARBINARY(255) NULL DEFAULT NULL,
>    MODIFY Headers LONGBLOB NULL DEFAULT NULL,
>    MODIFY MessageId VARBINARY(160) NULL DEFAULT NULL,
>    MODIFY Content LONGBLOB NULL DEFAULT NULL,
>    MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL;
> ALTER TABLE Attachments
>    MODIFY Subject VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
>    MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL,
>    MODIFY Filename VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
>    MODIFY Headers LONGTEXT CHARACTER SET utf8 NULL DEFAULT NULL,
>    MODIFY MessageId VARCHAR(160) CHARACTER SET ascii NULL DEFAULT NULL,
>    MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL DEFAULT
> NULL;
>
> .
>
> .
>
> .
>
>
>
> Now that looks a bit odd as there are 2 ALTERS per table and the second
> seems to reverse some bits of the first?
>
> Anyway I ran that into my DB. Now when I go into a ticket with an image
> attached and click on it no image is returned, which is a bit worrying.
>
> I'm wondering if it was a problem with the upgrade, or the original db dump
> provided by my IT systems guys. Perhaps the DB wasn't dumped using binary
> character set? How could I check that and how should the IT guys have dumped
> the DB to make sure it was in binary?
>
> Any thoughts?
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.com
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090916/cef0550c/attachment.htm>

From smcclure at rice.edu  Tue Sep 15 20:28:24 2009
From: smcclure at rice.edu (Susan McClure)
Date: Tue, 15 Sep 2009 19:28:24 -0500
Subject: [rt-users] [rt-user] PATCH: RT.pm.in for MasonComponentRoot
Message-ID: <4AB03128.4030500@rice.edu>

Was this ever resolved or determined to be a bug?

I am experiencing the same thing, installing RT 3.8.4, but when I edit 
my lib/RT.pm
file to make the Mason components absolute paths, I still have the error:

============================================
[Tue Sep 15 19:17:32 2009] [info] Server: Apache/2.2.3, Interface: 
mod_ssl/2.2.3, Library: OpenSSL/0.9.8e-fips-rhel5
[Tue Sep 15 19:17:32 2009] [notice] Apache/2.2.3 (Red Hat) configured -- 
resuming normal operations
[Tue Sep 15 19:17:32 2009] [info] Server built: Jul 15 2009 09:02:25
[Tue Sep 15 19:17:32 2009] [debug] prefork.c(991): AcceptMutex: sysvsem 
(default: sysvsem)
[Wed Sep 16 00:17:50 2009] [warning]: [Mason] Cannot resolve file to 
component: /usr/site/rt-3.8/share/html/index.html (is file outside 
component root?) at 
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. 
(/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852)
=====================

I configured with:
================
 ./configure --prefix=/usr/site/rt-3.8 --with-db-type=Pg 
--with-db-dba=postgres --with-db-database=rt38 --with-web-user=cwis 
--with-web-group=cwis --with-web-handler=modperl2 
--with-apachectl=/usr/sbin --enable-gd --enable-graphviz --enable-gpg
========================

prefix /usr/site/rt-3.8 resolves to absolute path:  
/opt/opt.CORE/rt-3.8/rhel5

So I changed my lib/RT.pm to have:
............   lib/RT.pm  ..............
...............
> # END BPS TAGGED BLOCK }}}
>
> use strict;
> use warnings;
> package RT;
>
> use File::Spec ();
> use Cwd ();
> use vars qw($Config $System $SystemUser $Nobody $Handle $Logger 
> $_INSTALL_MODE);
>
> our $VERSION = '3.8.4';
>
> #our $BasePath = '/usr/site/rt-3.8/';
> our $BasePath = '/opt/opt.CORE/rt-3.8/rhel5/';
> our $EtcPath = 'etc';
> our $BinPath = 'bin';
> our $SbinPath = 'sbin';
> our $VarPath = 'var';
>
>> our $LocalPath = 'local';
>> our $LocalEtcPath = 'local/etc';
>> our $LocalLibPath               =       'local/lib';
>> our $LocalLexiconPath = 'local/po';
>> our $LocalPluginPath = $LocalPath."/plugins";
>>
>> # $MasonComponentRoot is where your rt instance keeps its mason html 
>> files
>> #our $MasonComponentRoot = 'share/html';
>> our $MasonComponentRoot = '/opt/opt.CORE/rt-3.8/rhel5/share/html';
>>
>> # $MasonLocalComponentRoot is where your rt instance keeps its site-local
>> # mason html files.
>> #our $MasonLocalComponentRoot = 'local/html';
>> our $MasonLocalComponentRoot = '/opt/opt.CORE/rt-3.8/rhel5/local/html';
>>
>> # $MasonDataDir Where mason keeps its datafiles
>> #our $MasonDataDir = 'var/mason_data';
>> our $MasonDataDir = '/opt/opt.CORE/rt-3.8/rhel5/var/mason_data';
>>
>> # RT needs to put session data (for preserving state between connections
>> # via the web interface)
>> #our $MasonSessionDir = 'var/session_data';
>> our $MasonSessionDir = '/opt/opt.CORE/rt-3.8/rhel5/var/session_data';
>>
>> unless (  File::Spec->file_name_is_absolute($EtcPath) ) {
>>
>> # if BasePath exists and is absolute, we won't infer it from 
>> $INC{'RT.pm'}.
>> # otherwise RT.pm will make src dir(where we configure RT) be the 
>> BasePath
>> # instead of the --prefix one
>>     unless ( -d $BasePath && 
>> File::Spec->file_name_is_absolute($BasePath) )
>        my $pm_path = ( File::Spec->splitpath( $INC{'RT.pm'} ) )[1];
>
>        # need rel2abs here is to make sure path is absolute, since 
> $INC{'RT.pm'}
>        # is not always absolute
>         $BasePath =
>           File::Spec->rel2abs(
>             File::Spec->catdir( $pm_path, File::Spec->updir ) );
>     }
>
>     $BasePath = Cwd::realpath( $BasePath );
>
>     for my $path ( qw/EtcPath BinPath SbinPath VarPath LocalPath 
> LocalEtcPath
>             LocalLibPath LocalLexiconPath LocalPluginPath 
> MasonComponentRoot            MasonLocalComponentRoot MasonDataDir 
> MasonSessionDir/ ) {
>         no strict 'refs';
>         # just change relative ones
>         $$path = File::Spec->catfile( $BasePath, $$path )
>           unless File::Spec->file_name_is_absolute( $$path );
>     }
> }
>
>
> =head1 NAME
>
> RT - Request Tracker
>
> =head1 SYNOPSIS
>
> A fully featured request tracker package
>
> =head1 DESCRIPTION
>
> =head2 INITIALIZATION
> :
===================================================

===   perl  version =====
> root at rt2:/usr/site/rt-3.8/lib> /usr/bin/perl -V
> Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
>   Platform:
>     osname=linux, osvers=2.6.18-128.1.10.el5, 
> archname=x86_64-linux-thread-multi
>     uname='linux ls20-bc2-13.build.redhat.com 2.6.18-128.1.10.el5 #1 
> smp wed apr 29 13:53:08 edt 2009 x86_64 x86_64 x86_64 gnulinux '
>     config_args='-des -Doptimize=-O2 -g -pipe -Wall 
> -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector 
> --param=ssp-buffer-size=4 -m64 -mtune=generic -Dversion=5.8.8 
> -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red 
> Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Dlibpth=/usr/local/lib64 
> /lib64 /usr/lib64 -Dprivlib=/usr/lib/perl5/5.8.8 
> -Dsitelib=/usr/lib/perl5/site_perl/5.8.8 
> -Dvendorlib=/usr/lib/perl5/vendor_perl/5.8.8 
> -Darchlib=/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi 
> -Dsitearch=/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi 
> -Dvendorarch=/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi 
> -Darchname=x86_64-linux-thread-multi -Dvendorprefix=/usr 
> -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads 
> -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm 
> -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n 
> -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr 
> -Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto 
> -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto 
> -Ud_setservent_r_proto -Dinc_version_list=5.8.7 5.8.6 5.8.5 
> -Dscriptdir=/usr/bin'
>     hint=recommended, useposix=true, d_sigaction=define
>     usethreads=define use5005threads=undef useithreads=define 
> usemultiplicity=define
>     useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>     use64bitint=define use64bitall=define uselongdouble=undef
>     usemymalloc=n, bincompat5005=undef
>   Compiler:
>     cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE 
> -fno-strict-aliasing -pipe -Wdeclaration-after-statement 
> -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 
> -I/usr/include/gdbm',
>     optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions 
> -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic',
>     cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe 
> -Wdeclaration-after-statement -I/usr/local/include -I/usr/include/gdbm'
>     ccversion='', gccversion='4.1.2 20080704 (Red Hat 4.1.2-44)', 
> gccosandvers=''
>     intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678
>     d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16
>     ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', 
> lseeksize=8
>     alignbytes=8, prototype=define
>   Linker and Libraries:
>     ld='gcc', ldflags =''
>     libpth=/usr/local/lib64 /lib64 /usr/lib64
>     libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc
>     perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
>     libc=, so=so, useshrplib=true, libperl=libperl.so
>     gnulibc_version='2.5'
>   Dynamic Linking:
>     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E 
> -Wl,-rpath,/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/CORE'
>     cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall 
> -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector 
> --param=ssp-buffer-size=4 -m64 -mtune=generic'
>
>
> Characteristics of this binary (from libperl):
>   Compile-time options: MULTIPLICITY PERL_IMPLICIT_CONTEXT
>                         PERL_MALLOC_WRAP USE_64_BIT_ALL USE_64_BIT_INT
>                         USE_ITHREADS USE_LARGE_FILES USE_PERLIO
>                         USE_REENTRANT_API
>   Built under linux
>   Compiled at Jul  2 2009 05:49:38
>   @INC:
>     /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
>     /usr/lib/perl5/site_perl/5.8.8
>     /usr/lib/perl5/site_perl
>     /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
>     /usr/lib/perl5/vendor_perl/5.8.8
>     /usr/lib/perl5/vendor_perl
>     /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi
>     /usr/lib/perl5/5.8.8
================================
======   httpd version info   ============
> root at rt2:/usr/site/rt-3.8/lib> /usr/sbin/httpd -V
> Server version: Apache/2.2.3
> Server built:   Jul 15 2009 09:02:25
> Server's Module Magic Number: 20051115:3
> Server loaded:  APR 1.2.7, APR-Util 1.2.7
> Compiled using: APR 1.2.7, APR-Util 1.2.7
> Architecture:   64-bit
> Server MPM:     Prefork
>   threaded:     no
>     forked:     yes (variable process count)
> Server compiled with....
>  -D APACHE_MPM_DIR="server/mpm/prefork"
>  -D APR_HAS_SENDFILE
>  -D APR_HAS_MMAP
>  -D APR_HAVE_IPV6 (IPv4-mapped addresses enabled)
>  -D APR_USE_SYSVSEM_SERIALIZE
>  -D APR_USE_PTHREAD_SERIALIZE
>  -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT
>  -D APR_HAS_OTHER_CHILD
>  -D AP_HAVE_RELIABLE_PIPED_LOGS
>  -D DYNAMIC_MODULE_LIMIT=128
>  -D HTTPD_ROOT="/etc/httpd"
>  -D SUEXEC_BIN="/usr/sbin/suexec"
>  -D DEFAULT_PIDLOG="logs/httpd.pid"
>  -D DEFAULT_SCOREBOARD="logs/apache_runtime_status"
>  -D DEFAULT_LOCKFILE="logs/accept.lock"
>  -D DEFAULT_ERRORLOG="logs/error_log"
>  -D AP_TYPES_CONFIG_FILE="conf/mime.types"
>  -D SERVER_CONFIG_FILE="conf/httpd.conf"
==================================

Thanks for any help you can provide.

Susie







From ruslan.zakirov at gmail.com  Tue Sep 15 22:31:14 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 16 Sep 2009 06:31:14 +0400
Subject: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments
	missing/corrupt
In-Reply-To: <B89AFEE8-ED9C-4DBC-80DB-8FBC41518CA9@orbisuk.com>
References: <B89AFEE8-ED9C-4DBC-80DB-8FBC41518CA9@orbisuk.com>
Message-ID: <589c94400909151931r69eb02e8g4ccf4f6b5dba1dd4@mail.gmail.com>

On Tue, Sep 15, 2009 at 11:54 PM, Justin Hayes <justin.hayes at orbisuk.com> wrote:
> Hi guys,
> I'm just testing an upgrade from 3.6.3 to 3.8.4. I ran the rt-setup-database
> fine:
>
> /opt/rt_support.openbet.com/sbin/rt-setup-database -dba rt_support
> --prompt-for-dba-password --action upgrade
>
> Then created the schema upgrade script:
>

[snip]

> Now that looks a bit odd as there are 2 ALTERS per table and the second
> seems to reverse some bits of the first?

It's not reverse, but metadata change about tables without changing
the data. It's documented way to change character sets in mysql
without changing data.

> Anyway I ran that into my DB. Now when I go into a ticket with an image
> attached and click on it no image is returned, which is a bit worrying.
> I'm wondering if it was a problem with the upgrade, or the original db dump
> provided by my IT systems guys. Perhaps the DB wasn't dumped using binary

As you're pretty sure that you applied the schema change then it's
problem with backup and restore.

> character set? How could I check that and how should the IT guys have dumped
> the DB to make sure it was in binary?

mysqldump --opt --default-character-set=binary rt3olddb > backup.mysql.dump
mysql --default-character-set=binary rt38newdb < backup.mysql.dump

> Any thoughts?
> Justin
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.com
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From bouncyinc at gmail.com  Wed Sep 16 00:22:58 2009
From: bouncyinc at gmail.com (John Haggerty)
Date: Tue, 15 Sep 2009 22:22:58 -0600
Subject: [rt-users] FWD: Ideal "out of the box" version of the rt
	package in some linux distro
In-Reply-To: <4AAFE62D.2040302@onshore.com>
References: <4aafbd96.141bf30a.38c8.0c11@mx.google.com>
	<4AAFE62D.2040302@onshore.com>
Message-ID: <b2332f330909152122w40930f57je75a24e88683e0a4@mail.gmail.com>

The main issue is when I get to one of the most basic module loading parts
the system *refuses* to load apache. I just felt that assuming this is some
magical workaround that I wouldn't have to debug and debug and debug the
system I was querying on one of the best predone versions. For some reason
there is no "interactive" method that would ask the questions and then
supply some info about this to the appropriate part.

I'll try it again and I'll ask but for some reason a lot of times I post to
almost any list and they are more interested in esoterica than in fixing
something basic.

thanks and I'll give it one more spin.



On Tue, Sep 15, 2009 at 1:08 PM, Micah Gersten <micah at onshore.com> wrote:

> What's wrong with the request-tracker3.8 package in Ubuntu or Debian?
> If there's a problem with the installer on either, you should file a bug
> report in the appropriate tracker.
>
> Thank you,
> Micah Gersten
> onShore Networks
> Internal Developer
> http://www.onshore.com
>
>
>
> bouncyinc at gmail.com wrote:
> >
> >
> > ------Original Message------
> > From: bouncyinc at gmail.com <bouncyinc at gmail.com>
> > To: <rt-users at lists.bestbractical.com>
> > Date: Tue, 15 Sep 2009 03:53:16 PM +0000
> > Subject: Ideal "out of the box" version of the rt package in some linuz
> distro
> >
> > Is there some distribution of rt that would work with maybe a simple
> config script or working on defauilts since each time ilve looked they seem
> to require apache modifications which fail on debian and unbuntu. thabks 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
> >
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090915/7a97d73d/attachment.htm>

From banatara at hcl.in  Wed Sep 16 02:50:58 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Wed, 16 Sep 2009 12:20:58 +0530
Subject: [rt-users] Permission Denied Error - Ticket creation using mail
In-Reply-To: <20090915165053.GF850@jibsheet.com>
References: <A484C41ED64DD344B05F95481D90681A192F2E5587@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<991123400909030538n487c8bedtc830ed059e946dcd@mail.gmail.com>
	<A484C41ED64DD344B05F95481D90681A1A3D94DE8A@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<20090915165053.GF850@jibsheet.com>
Message-ID: <A484C41ED64DD344B05F95481D90681A1A3D94E1F0@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Hi,

I found that my sendmail configuration was wrong. When I get this corrected in my sendmail.cf file, I got rid of this error.  But getting a different error this time (Log below).  Searching thru, I see the following line in http://mail.python.org/pipermail/mailman-users/2000-June/005182.html. Any help from here...

Sendmail won't deliver to a setuid program unless the directory where the
process resides is writable only by the owner.  That means no group write
or `other' write priviledges.  Mailman requires that the `s' bit be set
for the group.


Changed 
Mprog,              P=/etc/smrsh/
To 
Mprog,          P=/usr/sbin/smrsh

Log
===
Sep 16 12:15:01 localhost sendmail[15363]: n8G6j0O6015363: from=root, size=0, class=0, nrcpts=1, relay=root at localhost
Sep 16 12:15:13 localhost sendmail[15365]: n8G6jAvi015365: from=root, size=11, class=0, nrcpts=1, msgid=<200909160645.n8G6jAvi015365 at localhost.localdomain>, relay=root at localhost
Sep 16 12:15:13 localhost sendmail[15366]: n8G6jDAd015366: from=<root at localhost.localdomain>, size=300, class=0, nrcpts=1, msgid=<200909160645.n8G6jAvi015365 at localhost.localdomain>, proto=ESMTP, daemon=MTA, relay=localhost.localdomain [127.0.0.1]
Sep 16 12:15:13 localhost sendmail[15365]: n8G6jAvi015365: to=helpdesk, ctladdr=root (0/0), delay=00:00:03, xdelay=00:00:00, mailer=relay, pri=30011, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (n8G6jDAd015366 Message accepted for delivery)
Sep 16 12:15:13 localhost sendmail[15367]: n8G6jDAd015366: to="|rt-mailgate --queue 'CI new' --action correspond", ctladdr=<helpdesk at localhost.localdomain> (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30543, dsn=5.3.0, stat=unknown mailer error 1
Sep 16 12:15:13 localhost sendmail[15367]: n8G6jDAd015366: n8G6jDAd015367: DSN: unknown mailer error 1
Sep 16 12:15:13 localhost sendmail[15367]: n8G6jDAd015367: to=<root at localhost.localdomain>, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=31567, dsn=2.0.0, stat=Sent

Thanks,
Baskar N

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, September 15, 2009 10:21 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Permission Denied Error - Ticket creation using mail

On Tue, Sep 15, 2009 at 01:20:07PM +0530, Baskaraganesan Natarajan wrote:
>    Retrying...
>    [root at localhost log]# ls -ltr /etc/ | grep smr
>
>    drwxrwxrwx  2 root root    4096 2009-08-28 18:11 smrsh
>
>    Sep 15 10:38:34 localhost sendmail[8712]: n8EA3n3F006454: Warning: program /etc/smrsh/ unsafe:
>    World writable directory

Read the error messages, you can't have a world writable /etc/smrsh

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

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


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

DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

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


From justin.hayes at orbisuk.com  Wed Sep 16 05:20:25 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Wed, 16 Sep 2009 10:20:25 +0100
Subject: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments
	missing/corrupt
In-Reply-To: <c8c01a250909151536n41b343ectcffaa68e0ba2b01b@mail.gmail.com>
References: <B89AFEE8-ED9C-4DBC-80DB-8FBC41518CA9@orbisuk.com>
	<c8c01a250909151536n41b343ectcffaa68e0ba2b01b@mail.gmail.com>
Message-ID: <629A79DA-C76B-4BC7-B3ED-0ED8A083FF9E@orbisuk.com>

Thanks a lot for the info and advise Aaron. Don't suppose you kept the  
scripts you used to dump the attachments and load them back in did you?

I'm going to talk to my sysadmins and see if they are using that  
default-character-set option in the backup dump. If they aren't I'll  
get them to do me a new dump with that option on and see if it works  
that time.

Cheers,

Justin

On 15 Sep 2009, at 23:36, Aaron Guise wrote:

> I had similar problems when moving upto 3.8.1.  The previous  
> sysadmin responsible for RT had failed to upgrade the DB properly  
> when going from 3.6.5 to 3.8.0 some time back.  All our attachments  
> went screwy too when I tried to upgrade to 3.8.1.
>
> In the end what I did is dump the database before upgrade in case I  
> need to go back.  Dumped all attachment records to disk via perl,  
> ran the RT upgrade scripts and then updated the attachments table  
> from the ones I had dumped out earlier.
>
> This then made all the attachments become working again.  RT itself  
> also seemed to get a performance boost !YAY!.  And the two ALTER  
> entries in the upgrade script I found as well, Prior to running the  
> upgrade I removed the ones that weren't binary columns e.g.  
> VARBINARY so removing the lines which mentioned something like  
> LONGBLOB.
>
> When you use mysqldump to backup the database you just need to make  
> sure to place this "--opt --default-character-set=binary" in the  
> commandline arguments.   That will mean it exports in binary mode to  
> avoid corruption.
>
> Regards,
> Aaron Guise
>   07 838 7793
> 027 212 6638
> aaron at guise.net.nz
>
>
>
>
> On Wed, Sep 16, 2009 at 7:54 AM, Justin Hayes <justin.hayes at orbisuk.com 
> > wrote:
> Hi guys,
>
> I'm just testing an upgrade from 3.6.3 to 3.8.4. I ran the rt-setup- 
> database fine:
>
> /opt/rt_support.openbet.com/sbin/rt-setup-database -dba rt_support -- 
> prompt-for-dba-password --action upgrade
>
> Then created the schema upgrade script:
>
> perl /opt/rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl  
> *blah* *blah* *password* > upgrade.sql
> Use of uninitialized value in join or string at /opt/ 
> rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
> .Tickets.status has type VARCHAR however mapping is missing.
> Use of uninitialized value in join or string at /opt/ 
> rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
> .Users.BlockImg has type CHAR however mapping is missing.
> -- ** NOTICE: No database changes have been made. **
> -- Please review the generated SQL, ensure you have a full backup of  
> your database 
> -- and apply it to your database using a command like:
> -- mysql -u rt_support -p rt_support < queries.sql";
>
> cat upgrade.sql
> ALTER DATABASE rt_support DEFAULT CHARACTER SET utf8;
> ALTER TABLE ACL
>    DEFAULT CHARACTER SET utf8,
>    MODIFY RightName VARBINARY(25) NOT NULL,
>    MODIFY PrincipalType VARBINARY(25) NOT NULL,
>    MODIFY ObjectType VARBINARY(25) NOT NULL;
> ALTER TABLE ACL
>    MODIFY RightName VARCHAR(25) CHARACTER SET ascii NOT NULL,
>    MODIFY PrincipalType VARCHAR(25) CHARACTER SET ascii NOT NULL,
>    MODIFY ObjectType VARCHAR(25) CHARACTER SET ascii NOT NULL;
> ALTER TABLE Attachments
>    DEFAULT CHARACTER SET utf8,
>    MODIFY Subject VARBINARY(255) NULL DEFAULT NULL,
>    MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL,
>    MODIFY Filename VARBINARY(255) NULL DEFAULT NULL,
>    MODIFY Headers LONGBLOB NULL DEFAULT NULL,
>    MODIFY MessageId VARBINARY(160) NULL DEFAULT NULL,
>    MODIFY Content LONGBLOB NULL DEFAULT NULL,
>    MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL;
> ALTER TABLE Attachments
>    MODIFY Subject VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
>    MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT  
> NULL,
>    MODIFY Filename VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
>    MODIFY Headers LONGTEXT CHARACTER SET utf8 NULL DEFAULT NULL,
>    MODIFY MessageId VARCHAR(160) CHARACTER SET ascii NULL DEFAULT  
> NULL,
>    MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL  
> DEFAULT NULL;
> .
> .
> .
>
>
> Now that looks a bit odd as there are 2 ALTERS per table and the  
> second seems to reverse some bits of the first?
>
> Anyway I ran that into my DB. Now when I go into a ticket with an  
> image attached and click on it no image is returned, which is a bit  
> worrying.
>
> I'm wondering if it was a problem with the upgrade, or the original  
> db dump provided by my IT systems guys. Perhaps the DB wasn't dumped  
> using binary character set? How could I check that and how should  
> the IT guys have dumped the DB to make sure it was in binary?
>
> Any thoughts?
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.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
>


-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com




-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090916/79b45756/attachment.htm>

From rfh at vialtus.com  Wed Sep 16 05:20:51 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 16 Sep 2009 10:20:51 +0100
Subject: [rt-users] 3.8.4 create user error
In-Reply-To: <20090915165422.GG850@jibsheet.com>
References: <4AAFB871.3050408@vialtus.com> <20090915165422.GG850@jibsheet.com>
Message-ID: <4AB0ADF3.30803@vialtus.com>

Thanks Kevin it was indeed the wrong version of  
RT-Extension-MergeUsers, installed 0.03_02 and it works fine.

Regards;
Roy


Kevin Falcone wrote:
> On Tue, Sep 15, 2009 at 04:53:21PM +0100, Raed El-Hames wrote:
>   
>> Hi There;
>>
>> (Perl v5.8.8 under linux ,mod_perl2 
>> v2.000003,Apache2,DBIx::SearchBuilder v1.56)
>>
>> Started playing with 3.8.4 , fresh out of the box, new install , added 
>> plugins :
>> RT-Extension-MergeUsers
>> RT-Extension-ServiceUpdates
>> RT-Extension-SLA
>> RTx-RightsMatrix
>>     
>
> You don't list version numbers, which means this is hard to diagnose
> from your error.  If you're not running MergeUsers 0.03_02 I would
> expect all kinds of problems interacting with 3.8
>
> -kevin
>
>   
>> - created first user, given it the super user permissions
>> - logged in as this new user, trying to create another user I am getting 
>> the below error when click on Create (from the Tab in User/index.html 
>> and not the form).
>> - the same happens if I try as root.
>>
>> Anybody else seen this, I am guessing its one of the extensions that 
>> caused it, but which one?
>>
>>
>>
>>
>> error:       Can't call method "Disabled" on an undefined value at 
>> /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1165.
>> context:     
>> ...     
>> 1161:      =cut
>> 1162:     
>> 1163:      sub Disabled {
>> 1164:      my $self = shift;
>> 1165:      return $self->PrincipalObj->Disabled(@_);
>> 1166:      }
>> 1167:     
>> 1168:      =head2 PrincipalObj
>> 1169:     
>> ...     
>> code stack:      /opt/rt3/bin/../lib/RT/User_Overlay.pm:1165
>> /opt/rt3/share/html/Admin/Users/Modify.html:385
>> /opt/rt3/share/html/Admin/autohandler:49
>> /opt/rt3/share/html/autohandler:311
>>
>>
>> Roy
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   


From banatara at hcl.in  Wed Sep 16 06:59:21 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Wed, 16 Sep 2009 16:29:21 +0530
Subject: [rt-users] Permission Denied Error - Ticket creation using mail
References: <A484C41ED64DD344B05F95481D90681A192F2E5587@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<991123400909030538n487c8bedtc830ed059e946dcd@mail.gmail.com>
	<A484C41ED64DD344B05F95481D90681A1A3D94DE8A@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<20090915165053.GF850@jibsheet.com> 
Message-ID: <A484C41ED64DD344B05F95481D90681A1A3D94E33A@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Hi Kevin,

I found that my sendmail configuration was wrong. When I get this corrected in my sendmail.cf file, I got rid of this error.  But getting a different error this time (Log below).  Searching thru, I see the following line in http://mail.python.org/pipermail/mailman-users/2000-June/005182.html. Any help from here...

Sendmail won't deliver to a setuid program unless the directory where the
process resides is writable only by the owner.  That means no group write
or `other' write priviledges.  Mailman requires that the `s' bit be set
for the group.


Changed 
Mprog,              P=/etc/smrsh/
To 
Mprog,          P=/usr/sbin/smrsh

Log
===
Sep 16 12:15:01 localhost sendmail[15363]: n8G6j0O6015363: from=root, size=0, class=0, nrcpts=1, relay=root at localhost
Sep 16 12:15:13 localhost sendmail[15365]: n8G6jAvi015365: from=root, size=11, class=0, nrcpts=1, msgid=<200909160645.n8G6jAvi015365 at localhost.localdomain>, relay=root at localhost
Sep 16 12:15:13 localhost sendmail[15366]: n8G6jDAd015366: from=<root at localhost.localdomain>, size=300, class=0, nrcpts=1, msgid=<200909160645.n8G6jAvi015365 at localhost.localdomain>, proto=ESMTP, daemon=MTA, relay=localhost.localdomain [127.0.0.1]
Sep 16 12:15:13 localhost sendmail[15365]: n8G6jAvi015365: to=helpdesk, ctladdr=root (0/0), delay=00:00:03, xdelay=00:00:00, mailer=relay, pri=30011, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (n8G6jDAd015366 Message accepted for delivery)
Sep 16 12:15:13 localhost sendmail[15367]: n8G6jDAd015366: to="|rt-mailgate --queue 'CI new' --action correspond", ctladdr=<helpdesk at localhost.localdomain> (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30543, dsn=5.3.0, stat=unknown mailer error 1
Sep 16 12:15:13 localhost sendmail[15367]: n8G6jDAd015366: n8G6jDAd015367: DSN: unknown mailer error 1
Sep 16 12:15:13 localhost sendmail[15367]: n8G6jDAd015367: to=<root at localhost.localdomain>, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=31567, dsn=2.0.0, stat=Sent

Thanks,
Baskar N

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, September 15, 2009 10:21 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Permission Denied Error - Ticket creation using mail

On Tue, Sep 15, 2009 at 01:20:07PM +0530, Baskaraganesan Natarajan wrote:
>    Retrying...
>    [root at localhost log]# ls -ltr /etc/ | grep smr
>
>    drwxrwxrwx  2 root root    4096 2009-08-28 18:11 smrsh
>
>    Sep 15 10:38:34 localhost sendmail[8712]: n8EA3n3F006454: Warning: program /etc/smrsh/ unsafe:
>    World writable directory

Read the error messages, you can't have a world writable /etc/smrsh

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

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


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

DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

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


From kirby at umbc.edu  Wed Sep 16 07:00:38 2009
From: kirby at umbc.edu (Joe Kirby)
Date: Wed, 16 Sep 2009 07:00:38 -0400
Subject: [rt-users] Show ticket history question
Message-ID: <9EDB4D17-DC4C-4250-9EA4-BE714F023C15@umbc.edu>

Is there a way to allow the show ticket/show comment attributes to  
include showing the queue?

We have situations where we do not want to give away the See Queue  
attribute but also allow the users/requestors to see all that is going  
on with their tickets. Right now it shows a queue in which they were  
allowed to see/enter a ticket however when it got moved to a lower  
level queue for resolution they only see that the queue was changed  
from something to blank.

It seems that the edit for displaying queues could be removed from the  
show history module.

Is this possible?

Thanks

Joe



From slander at hearstsc.com  Wed Sep 16 07:59:03 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Wed, 16 Sep 2009 07:59:03 -0400
Subject: [rt-users] [rt-user] PATCH: RT.pm.in for MasonComponentRoot
In-Reply-To: <4AB03128.4030500@rice.edu>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0639637A27@RCLTEXCMS02.resource.hearstcorp.com>

It is a problem with Mason and links, I think.   Easiest fix is to not use a link, and either reconfigure with prefix /opt/opt.CORE/rt-3.8/rhel5 or, move the rt3.8 directory to /usr/site/rt-3.8

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Susan McClure
Sent: Tuesday, September 15, 2009 8:28 PM
To: rt-users at lists.bestpractical.com
Cc: smcclure at rice.edu
Subject: Re: [rt-users] [rt-user] PATCH: RT.pm.in for MasonComponentRoot

Was this ever resolved or determined to be a bug?

I am experiencing the same thing, installing RT 3.8.4, but when I edit my lib/RT.pm file to make the Mason components absolute paths, I still have the error:

============================================
[Tue Sep 15 19:17:32 2009] [info] Server: Apache/2.2.3, Interface:
mod_ssl/2.2.3, Library: OpenSSL/0.9.8e-fips-rhel5 [Tue Sep 15 19:17:32 2009] [notice] Apache/2.2.3 (Red Hat) configured -- resuming normal operations [Tue Sep 15 19:17:32 2009] [info] Server built: Jul 15 2009 09:02:25 [Tue Sep 15 19:17:32 2009] [debug] prefork.c(991): AcceptMutex: sysvsem
(default: sysvsem)
[Wed Sep 16 00:17:50 2009] [warning]: [Mason] Cannot resolve file to
component: /usr/site/rt-3.8/share/html/index.html (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852.
(/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852)
=====================

I configured with:
================
 ./configure --prefix=/usr/site/rt-3.8 --with-db-type=Pg --with-db-dba=postgres --with-db-database=rt38 --with-web-user=cwis --with-web-group=cwis --with-web-handler=modperl2 --with-apachectl=/usr/sbin --enable-gd --enable-graphviz --enable-gpg ========================

prefix /usr/site/rt-3.8 resolves to absolute path:
/opt/opt.CORE/rt-3.8/rhel5

So I changed my lib/RT.pm to have:
............   lib/RT.pm  ..............
...............
> # END BPS TAGGED BLOCK }}}
>
> use strict;
> use warnings;
> package RT;
>
> use File::Spec ();
> use Cwd ();
> use vars qw($Config $System $SystemUser $Nobody $Handle $Logger
> $_INSTALL_MODE);
>
> our $VERSION = '3.8.4';
>
> #our $BasePath = '/usr/site/rt-3.8/';
> our $BasePath = '/opt/opt.CORE/rt-3.8/rhel5/'; our $EtcPath = 'etc';
> our $BinPath = 'bin'; our $SbinPath = 'sbin'; our $VarPath = 'var';
>
>> our $LocalPath = 'local';
>> our $LocalEtcPath = 'local/etc';
>> our $LocalLibPath               =       'local/lib';
>> our $LocalLexiconPath = 'local/po';
>> our $LocalPluginPath = $LocalPath."/plugins";
>>
>> # $MasonComponentRoot is where your rt instance keeps its mason html
>> files #our $MasonComponentRoot = 'share/html'; our
>> $MasonComponentRoot = '/opt/opt.CORE/rt-3.8/rhel5/share/html';
>>
>> # $MasonLocalComponentRoot is where your rt instance keeps its
>> site-local # mason html files.
>> #our $MasonLocalComponentRoot = 'local/html'; our
>> $MasonLocalComponentRoot = '/opt/opt.CORE/rt-3.8/rhel5/local/html';
>>
>> # $MasonDataDir Where mason keeps its datafiles #our $MasonDataDir =
>> 'var/mason_data'; our $MasonDataDir =
>> '/opt/opt.CORE/rt-3.8/rhel5/var/mason_data';
>>
>> # RT needs to put session data (for preserving state between
>> connections # via the web interface) #our $MasonSessionDir =
>> 'var/session_data'; our $MasonSessionDir =
>> '/opt/opt.CORE/rt-3.8/rhel5/var/session_data';
>>
>> unless (  File::Spec->file_name_is_absolute($EtcPath) ) {
>>
>> # if BasePath exists and is absolute, we won't infer it from
>> $INC{'RT.pm'}.
>> # otherwise RT.pm will make src dir(where we configure RT) be the
>> BasePath # instead of the --prefix one
>>     unless ( -d $BasePath &&
>> File::Spec->file_name_is_absolute($BasePath) )
>        my $pm_path = ( File::Spec->splitpath( $INC{'RT.pm'} ) )[1];
>
>        # need rel2abs here is to make sure path is absolute, since
> $INC{'RT.pm'}
>        # is not always absolute
>         $BasePath =
>           File::Spec->rel2abs(
>             File::Spec->catdir( $pm_path, File::Spec->updir ) );
>     }
>
>     $BasePath = Cwd::realpath( $BasePath );
>
>     for my $path ( qw/EtcPath BinPath SbinPath VarPath LocalPath
> LocalEtcPath
>             LocalLibPath LocalLexiconPath LocalPluginPath
> MasonComponentRoot            MasonLocalComponentRoot MasonDataDir
> MasonSessionDir/ ) {
>         no strict 'refs';
>         # just change relative ones
>         $$path = File::Spec->catfile( $BasePath, $$path )
>           unless File::Spec->file_name_is_absolute( $$path );
>     }
> }
>
>
> =head1 NAME
>
> RT - Request Tracker
>
> =head1 SYNOPSIS
>
> A fully featured request tracker package
>
> =head1 DESCRIPTION
>
> =head2 INITIALIZATION
> :
===================================================

===   perl  version =====
> root at rt2:/usr/site/rt-3.8/lib> /usr/bin/perl -V Summary of my perl5
> (revision 5 version 8 subversion 8) configuration:
>   Platform:
>     osname=linux, osvers=2.6.18-128.1.10.el5,
> archname=x86_64-linux-thread-multi
>     uname='linux ls20-bc2-13.build.redhat.com 2.6.18-128.1.10.el5 #1
> smp wed apr 29 13:53:08 edt 2009 x86_64 x86_64 x86_64 gnulinux '
>     config_args='-des -Doptimize=-O2 -g -pipe -Wall
> -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector
> --param=ssp-buffer-size=4 -m64 -mtune=generic -Dversion=5.8.8
> -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red
> Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Dlibpth=/usr/local/lib64
> /lib64 /usr/lib64 -Dprivlib=/usr/lib/perl5/5.8.8
> -Dsitelib=/usr/lib/perl5/site_perl/5.8.8
> -Dvendorlib=/usr/lib/perl5/vendor_perl/5.8.8
> -Darchlib=/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi
> -Dsitearch=/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
> -Dvendorarch=/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-mu
> lti -Darchname=x86_64-linux-thread-multi -Dvendorprefix=/usr
> -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads
> -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm
> -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n
> -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr
> -Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto
> -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto
> -Ud_setservent_r_proto -Dinc_version_list=5.8.7 5.8.6 5.8.5
> -Dscriptdir=/usr/bin'
>     hint=recommended, useposix=true, d_sigaction=define
>     usethreads=define use5005threads=undef useithreads=define
> usemultiplicity=define
>     useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>     use64bitint=define use64bitall=define uselongdouble=undef
>     usemymalloc=n, bincompat5005=undef
>   Compiler:
>     cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE
> -fno-strict-aliasing -pipe -Wdeclaration-after-statement
> -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64
> -I/usr/include/gdbm',
>     optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions
> -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic',
>     cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe
> -Wdeclaration-after-statement -I/usr/local/include -I/usr/include/gdbm'
>     ccversion='', gccversion='4.1.2 20080704 (Red Hat 4.1.2-44)',
> gccosandvers=''
>     intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678
>     d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16
>     ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t',
> lseeksize=8
>     alignbytes=8, prototype=define
>   Linker and Libraries:
>     ld='gcc', ldflags =''
>     libpth=/usr/local/lib64 /lib64 /usr/lib64
>     libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc
>     perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
>     libc=, so=so, useshrplib=true, libperl=libperl.so
>     gnulibc_version='2.5'
>   Dynamic Linking:
>     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E
> -Wl,-rpath,/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/CORE'
>     cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall
> -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector
> --param=ssp-buffer-size=4 -m64 -mtune=generic'
>
>
> Characteristics of this binary (from libperl):
>   Compile-time options: MULTIPLICITY PERL_IMPLICIT_CONTEXT
>                         PERL_MALLOC_WRAP USE_64_BIT_ALL USE_64_BIT_INT
>                         USE_ITHREADS USE_LARGE_FILES USE_PERLIO
>                         USE_REENTRANT_API
>   Built under linux
>   Compiled at Jul  2 2009 05:49:38
>   @INC:
>     /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
>     /usr/lib/perl5/site_perl/5.8.8
>     /usr/lib/perl5/site_perl
>     /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
>     /usr/lib/perl5/vendor_perl/5.8.8
>     /usr/lib/perl5/vendor_perl
>     /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi
>     /usr/lib/perl5/5.8.8
================================
======   httpd version info   ============
> root at rt2:/usr/site/rt-3.8/lib> /usr/sbin/httpd -V Server version:
> Apache/2.2.3
> Server built:   Jul 15 2009 09:02:25
> Server's Module Magic Number: 20051115:3 Server loaded:  APR 1.2.7,
> APR-Util 1.2.7 Compiled using: APR 1.2.7, APR-Util 1.2.7
> Architecture:   64-bit
> Server MPM:     Prefork
>   threaded:     no
>     forked:     yes (variable process count)
> Server compiled with....
>  -D APACHE_MPM_DIR="server/mpm/prefork"
>  -D APR_HAS_SENDFILE
>  -D APR_HAS_MMAP
>  -D APR_HAVE_IPV6 (IPv4-mapped addresses enabled)  -D
> APR_USE_SYSVSEM_SERIALIZE  -D APR_USE_PTHREAD_SERIALIZE  -D
> SINGLE_LISTEN_UNSERIALIZED_ACCEPT  -D APR_HAS_OTHER_CHILD  -D
> AP_HAVE_RELIABLE_PIPED_LOGS  -D DYNAMIC_MODULE_LIMIT=128  -D
> HTTPD_ROOT="/etc/httpd"
>  -D SUEXEC_BIN="/usr/sbin/suexec"
>  -D DEFAULT_PIDLOG="logs/httpd.pid"
>  -D DEFAULT_SCOREBOARD="logs/apache_runtime_status"
>  -D DEFAULT_LOCKFILE="logs/accept.lock"
>  -D DEFAULT_ERRORLOG="logs/error_log"
>  -D AP_TYPES_CONFIG_FILE="conf/mime.types"
>  -D SERVER_CONFIG_FILE="conf/httpd.conf"
==================================

Thanks for any help you can provide.

Susie





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

Community help: http://wiki.bestpractical.com Commercial support: 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 e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------



From dominic.hargreaves at oucs.ox.ac.uk  Wed Sep 16 08:54:54 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Wed, 16 Sep 2009 13:54:54 +0100
Subject: [rt-users] Perl version
In-Reply-To: <20090915154753.GL22153@bestpractical.com>
References: <4AAFB6C7.5060609@lbl.gov>
	<20090915154753.GL22153@bestpractical.com>
Message-ID: <20090916125454.GE5264@gunboat-diplomat.oucs.ox.ac.uk>

On Tue, Sep 15, 2009 at 11:47:53AM -0400, Jesse Vincent wrote:
> On Tue, Sep 15, 2009 at 08:46:15AM -0700, Ken Crocker wrote:
> > To list,
> > 
> > Does anyone know what the latest viable Perl versio we can use for RT 
> > 3.8.x is? We trying to get grid of a bunch of perl versions here and I 
> > want to ensure we are using the latest for RT. Thanks.
> 
> 5.8.9 or 5.10.1 should be fine. 5.10.0  should be avoided.

Could you give any more information on this? I ask because we're
supporting users running RT 3.6 in Debian stable with Perl 5.10.0,
as well as RT 3.6 in Debian oldstable with Perl 5.8.8,
and I'm curious as to what possible problems we might be in for
(though we've seen none).

Here at work we're also running RT 3.8 with perl 5.8.8 and haven't
seen any problems.

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From jesse at bestpractical.com  Wed Sep 16 09:11:25 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 Sep 2009 09:11:25 -0400
Subject: [rt-users] Perl version
In-Reply-To: <20090916125454.GE5264@gunboat-diplomat.oucs.ox.ac.uk>
References: <4AAFB6C7.5060609@lbl.gov>
	<20090915154753.GL22153@bestpractical.com>
	<20090916125454.GE5264@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <20090916131125.GU22153@bestpractical.com>


> Could you give any more information on this? I ask because we're
> supporting users running RT 3.6 in Debian stable with Perl 5.10.0,
> as well as RT 3.6 in Debian oldstable with Perl 5.8.8,
> and I'm curious as to what possible problems we might be in for
> (though we've seen none).
> 
> Here at work we're also running RT 3.8 with perl 5.8.8 and haven't
> seen any problems.

He did ask about 'latest' versions ;)  Anything 5.8.3 or newer should
work just fine. 5.8.3-5.8.9 are all great. 

5.10.0 shipped with...many bugs and inconsitencies. When last I looked,
debian's 5.10.0 is somewhat patched up for the worst of these. I
wouldn't worry about running RT on Debian 5.10.0. But if you're
sourcebuilding a new perl for RT, my recommendation would be to skip
vanilla 5.10.0.

> 
> Cheers,
> Dominic.
> 
> -- 
> Dominic Hargreaves, Systems Development and Support Team
> Computing Services, University of Oxford
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From torsten.brumm at Kuehne-Nagel.com  Wed Sep 16 09:22:22 2009
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Wed, 16 Sep 2009 15:22:22 +0200
Subject: [rt-users] How to access a CustomField from Ticket/Tabs
In-Reply-To: <589c94400811101025w5e84e7dfn8404f3092a09e015@mail.gmail.com>
References: <16426EA38D57E74CB1DE5A6AE1DB039401A1BE68@w3hamboex11.ger.win.int.kn>
	<589c94400811101025w5e84e7dfn8404f3092a09e015@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039402457DBE@w3hamboex11.ger.win.int.kn>

Hi RT Gurus,
is there any way to access the content of a CustomField from Ticket/Elements/Tabs ?

I try to create a new button called "Reinstate" which will set back the status to last know status (stored in a CF).

Something like this:

$actions->{'AC'} = { path => "Ticket/Display.html?Status={CustomFieldValue('OldStat')}&id=" . $id,
                     title => loc('Reinstate') };

Not sure if this is possible.

Any ideas or solutions as workaround?

Greetings

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne





From carlos.martinez at cert.uy  Wed Sep 16 10:18:36 2009
From: carlos.martinez at cert.uy (Carlos M. Martinez - CERT.uy)
Date: Wed, 16 Sep 2009 11:18:36 -0300
Subject: [rt-users] Change in translation file (ES.PO)
In-Reply-To: <4AAF9567.7040904@cert.uy>
References: <4AAF9567.7040904@cert.uy>
Message-ID: <4AB0F3BC.6000908@cert.uy>

Hello again,

here I am answering myself, just in case it helps others.

The problem was that since I have both RT and RT-FM installed, there are 
two "es.po" files in the directory tree, and while I was modifying RT's 
es.po, the segment I was translating ("Quick search") was also present 
in RT-FM's es.po and this was the one that was taking precedence.

Once I changed the "Quick search" segment in RT-FM's "es.po" my changes 
were reflected in RT and RT-FM.

Now I am working on an "es.po" file for RT-IR and converting many 
segments from RT-FM's es.po to use UTF-8 characters. If there is any 
interest in this, let me know.

Thanks!

Carlos

On 15/09/2009 10:23 a.m., Carlos M. Martinez - CERT.uy wrote:
> Hello all,
>
> I am trying to make some changes to the file "es.po" in order to adapt 
> it to our organization's specific terminology, plus some conversion 
> work in order to use HTML entities instead of UTF-8 Spanish accented 
> characters.
>
> Although I am able to make the changes to es.po, I am at a loss as to 
> what to do next. The changes aren't showing and neither restarting 
> Apache (as suggested on an earlier post) nor clearing Mason's cache 
> are helping. I suppose I am missing a step, but I don't know which one 
> and I haven't been able to find more information.
>
> Any help would be greatly appreciated.
>
> Once it works, I will happily contribute my es.po file to anyone that 
> might find it useful.
>
> Best regards
>
> Carlos Martinez
> CERT.uy (http://www.cert.uy)
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090916/d68dcf62/attachment.htm>

From torsten.brumm at Kuehne-Nagel.com  Wed Sep 16 10:39:45 2009
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Wed, 16 Sep 2009 16:39:45 +0200
Subject: [rt-users] SOLVED: How to access a CustomField from Ticket/Tabs
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039402457DBE@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB039401A1BE68@w3hamboex11.ger.win.int.kn><589c94400811101025w5e84e7dfn8404f3092a09e015@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB039402457DBE@w3hamboex11.ger.win.int.kn>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039402457DE7@w3hamboex11.ger.win.int.kn>

OK, sometime the vacuum in my head is preventing me from thinking.

Thanks to Scott Lander for Support.

Solution: 
my $path = 'Ticket/Display.html?Status=';
my $CFStat=$Ticket->FirstCustomFieldValue('Saved_Status');
$actions->{'ZZZ-Clone8'} = {
		title => loc('[Reinstate]'),
            path => $path . $CFStat . '&id=' . $Ticket->id,
           };

Torsten
-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID
Gesendet: Mittwoch, 16. September 2009 15:22
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] How to access a CustomField from Ticket/Tabs

Hi RT Gurus,
is there any way to access the content of a CustomField from Ticket/Elements/Tabs ?

I try to create a new button called "Reinstate" which will set back the status to last know status (stored in a CF).

Something like this:

$actions->{'AC'} = { path => "Ticket/Display.html?Status={CustomFieldValue('OldStat')}&id=" . $id,
                     title => loc('Reinstate') };

Not sure if this is possible.

Any ideas or solutions as workaround?

Greetings

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



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

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


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

From bouncyinc at gmail.com  Wed Sep 16 12:33:25 2009
From: bouncyinc at gmail.com (bouncyinc at gmail.com)
Date: Wed, 16 Sep 2009 16:33:25 +0000
Subject: [rt-users] Correct format for any messages through the mail gateway
	at default?
Message-ID: <4ab11361.151bf30a.389d.7528@mx.google.com>

I was able to get past my prior apache problems by manually symlinking the perl module for modperl from modules available to modules active. However the main problem is that I am. not at all sure for the exact default syntax for mail and what to expect. Most of the examples are in the format of using an on machine default email account. I already have fetchmail and postfix setup to do basic work from gmail accounts however fetchmail is passing unformatted re-written email addresses from that account. i.e. ticketblah at gmail.com [not actual]. how would I have to change the setup in the web configs to accept this and what format would it have to take.


From kfcrocker at lbl.gov  Wed Sep 16 12:38:42 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 16 Sep 2009 09:38:42 -0700
Subject: [rt-users] A Configuration question
Message-ID: <4AB11492.3040603@lbl.gov>

To List,

I have my install configuration set to:

        --with-GD=yes \
        --with-GRAPHVIZ=yes \

Along with all the other stuff.

My question is, if I have the "--with-GRAPHVIZ=yes" set up,

do I ALSO need to have "--enable-graphviz" ?

Thaks.

Kenn
LBNL


From slander at hearstsc.com  Wed Sep 16 12:41:34 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Wed, 16 Sep 2009 12:41:34 -0400
Subject: [rt-users] A Configuration question
In-Reply-To: <4AB11492.3040603@lbl.gov>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0639637AF2@RCLTEXCMS02.resource.hearstcorp.com>

Hmmm - I believe if you leave both of those options off, and, in fact, almost all other options off  - it will do exactly the right thing!   IE, ./configure --prefix blah then grpahviz will be enabled correctly...


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ken Crocker
Sent: Wednesday, September 16, 2009 12:39 PM
To: rt Users
Subject: [rt-users] A Configuration question

To List,

I have my install configuration set to:

        --with-GD=yes \
        --with-GRAPHVIZ=yes \

Along with all the other stuff.

My question is, if I have the "--with-GRAPHVIZ=yes" set up,

do I ALSO need to have "--enable-graphviz" ?

Thaks.

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
------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------



From kfcrocker at lbl.gov  Wed Sep 16 12:49:10 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 16 Sep 2009 09:49:10 -0700
Subject: [rt-users] RT Query question
Message-ID: <4AB11706.3040404@lbl.gov>

To List,

Whenever I create a query and want to include the Requestor(s), I always 
get the email address, ie. "KFCrocker at lbl.gov". What I want is the name 
only, "KFCrocker". In the "advanced" section, I see this code 
"__Requestors__". What can I change that to to just get the requestors name?

Thanks.

Kenn
LBNL


From kfcrocker at lbl.gov  Wed Sep 16 12:52:04 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 16 Sep 2009 09:52:04 -0700
Subject: [rt-users] A Configuration question
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0639637AF2@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B0639637AF2@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <4AB117B4.1010601@lbl.gov>

Scott,

Hmm. When I compared the 3.8.4 configure list in "README" with the one I 
have for my current 3.6.4 version, I didn't see those options so I added 
them. ALso, it seemed to me that the instructions indicated that I 
needed those options specified. What did you specify and what 
extensions/plugins were installed at your location?

Thanks.

Kenn
LBNL

On 9/16/2009 9:41 AM, Lander, Scott wrote:
> Hmmm - I believe if you leave both of those options off, and, in fact, almost all other options off  - it will do exactly the right thing!   IE, ./configure --prefix blah then grpahviz will be enabled correctly...
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ken Crocker
> Sent: Wednesday, September 16, 2009 12:39 PM
> To: rt Users
> Subject: [rt-users] A Configuration question
>
> To List,
>
> I have my install configuration set to:
>
>         --with-GD=yes \
>         --with-GRAPHVIZ=yes \
>
> Along with all the other stuff.
>
> My question is, if I have the "--with-GRAPHVIZ=yes" set up,
>
> do I ALSO need to have "--enable-graphviz" ?
>
> Thaks.
>
> 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
> ------------------------------------------------------------------------------------
> This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
> ------------------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From falcone at bestpractical.com  Wed Sep 16 12:55:34 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 16 Sep 2009 12:55:34 -0400
Subject: [rt-users] A Configuration question
In-Reply-To: <4AB11492.3040603@lbl.gov>
References: <4AB11492.3040603@lbl.gov>
Message-ID: <20090916165534.GA2187@jibsheet.com>

On Wed, Sep 16, 2009 at 09:38:42AM -0700, Ken Crocker wrote:
> To List,
> 
> I have my install configuration set to:
> 
>         --with-GD=yes \
>         --with-GRAPHVIZ=yes \

GD and GRAPHVIZ are lowercased (just try running your command)

configure: WARNING: unrecognized options: --with-GRAPHVIZ

> Along with all the other stuff.
> 
> My question is, if I have the "--with-GRAPHVIZ=yes" set up,
> 
> do I ALSO need to have "--enable-graphviz" ?

You only need one to enable it, if you look at
./configure --help
--enable-graphviz is the documented one

As long as you install GraphViz RT will attempt to use it (unless
you've set DisableGraphViz).  The configure option is mostly useful
for adding GraphViz.pm to the deps list.

-kevin


From kfcrocker at lbl.gov  Wed Sep 16 14:39:56 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 16 Sep 2009 11:39:56 -0700
Subject: [rt-users] A Configuration question
In-Reply-To: <20090916165534.GA2187@jibsheet.com>
References: <4AB11492.3040603@lbl.gov> <20090916165534.GA2187@jibsheet.com>
Message-ID: <4AB130FC.4090207@lbl.gov>

Kevin,

So, if I set my rt-configuration to:
        --prefix=/opt/rt3 \
        --enable-gd \
        --enable-graphviz \

That will work. How do I also add "RT Matrix", "ExternalAuth", 
"CommandByMail", "Calendar",  and Shredder"? The same way?

Kenn
LBNL


On 9/16/2009 9:55 AM, Kevin Falcone wrote:
> On Wed, Sep 16, 2009 at 09:38:42AM -0700, Ken Crocker wrote:
>   
>> To List,
>>
>> I have my install configuration set to:
>>
>>         --with-GD=yes \
>>         --with-GRAPHVIZ=yes \
>>     
>
> GD and GRAPHVIZ are lowercased (just try running your command)
>
> configure: WARNING: unrecognized options: --with-GRAPHVIZ
>
>   
>> Along with all the other stuff.
>>
>> My question is, if I have the "--with-GRAPHVIZ=yes" set up,
>>
>> do I ALSO need to have "--enable-graphviz" ?
>>     
>
> You only need one to enable it, if you look at
> ./configure --help
> --enable-graphviz is the documented one
>
> As long as you install GraphViz RT will attempt to use it (unless
> you've set DisableGraphViz).  The configure option is mostly useful
> for adding GraphViz.pm to the deps list.
>
> -kevin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090916/e29d57cf/attachment.htm>

From uyhis at yahoo.com  Wed Sep 16 14:46:43 2009
From: uyhis at yahoo.com (Ben)
Date: Wed, 16 Sep 2009 11:46:43 -0700 (PDT)
Subject: [rt-users] RT and Subversion
Message-ID: <626601.54532.qm@web36902.mail.mud.yahoo.com>

Can any one help me on this?
?
Thanks,
?
Ben

--- On Tue, 9/15/09, Ben <uyhis at yahoo.com> wrote:


From: Ben <uyhis at yahoo.com>
Subject: RT and Subversion
To: "RT Users" <rt-users at lists.bestpractical.com>
Date: Tuesday, September 15, 2009, 11:27 AM







Hi, All,

I have a quick question. I use RT and subversion and scmbug. 
I have created several queues undr RT, also several projects under one repos in subversion.
My question is: how can I let the ticket owner can make changes to one projects in subversion?
for example, I have queueA, queueB, queueC, under subversion repos, I have projectA, projectB, projectC.? User A have a ticket in queueA, then he can check in to projectA, userB has a ticket in queueB, then he can check in to projectB.
?
Thanks!
?
Ben



      
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090916/234012af/attachment.htm>

From toml at bitstatement.net  Wed Sep 16 14:51:59 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 16 Sep 2009 11:51:59 -0700
Subject: [rt-users] RT and Subversion
In-Reply-To: <626601.54532.qm@web36902.mail.mud.yahoo.com>
References: <626601.54532.qm@web36902.mail.mud.yahoo.com>
Message-ID: <4AB133CF.5010008@bitstatement.net>

I do this with subversion hooks that call the RT REST API and some custom
fields.  The programmer puts "Ticket: 123" as the first line of the comment at
commit.  The hooks validate the ticket data using REST API before allowing the
commit, and they also post information about the commit back to the ticket.

My hooks are written in ruby and use the rt-client library from rubyforge
(which I am the author of).


Ben wrote:
> Can any one help me on this?
>  
> Thanks,
>  
> Ben
> 
> --- On *Tue, 9/15/09, Ben /<uyhis at yahoo.com>/* wrote:
> 
> 
>     From: Ben <uyhis at yahoo.com>
>     Subject: RT and Subversion
>     To: "RT Users" <rt-users at lists.bestpractical.com>
>     Date: Tuesday, September 15, 2009, 11:27 AM
> 
>     Hi, All,
> 
>     I have a quick question. I use RT and subversion and scmbug.
>     I have created several queues undr RT, also several projects under
>     one repos in subversion.
>     My question is: how can I let the ticket owner can make changes to
>     one projects in subversion?
>     for example, I have queueA, queueB, queueC, under subversion repos,
>     I have projectA, projectB, projectC.  User A have a ticket in
>     queueA, then he can check in to projectA, userB has a ticket in
>     queueB, then he can check in to projectB.
>      
>     Thanks!
>      
>     Ben
> 
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From falcone at bestpractical.com  Wed Sep 16 15:09:17 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 16 Sep 2009 15:09:17 -0400
Subject: [rt-users] A Configuration question
In-Reply-To: <4AB130FC.4090207@lbl.gov>
References: <4AB11492.3040603@lbl.gov> <20090916165534.GA2187@jibsheet.com>
	<4AB130FC.4090207@lbl.gov>
Message-ID: <20090916190917.GB2187@jibsheet.com>

On Wed, Sep 16, 2009 at 11:39:56AM -0700, Ken Crocker wrote:
>    Kevin,
> 
>    So, if I set my rt-configuration to:
>            --prefix=/opt/rt3 \
>            --enable-gd \
>            --enable-graphviz \
> 
>    That will work. How do I also add "RT Matrix", "ExternalAuth", "CommandByMail", "Calendar",
>    and Shredder"? The same way?

Kenn

Shredder is included in 3.8, you do nothing.
Everything else you list is an external extension you installed by
hand on your old RT.  You download them, read their READMEs and
install them.

-kevin


From kfcrocker at lbl.gov  Wed Sep 16 15:29:13 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 16 Sep 2009 12:29:13 -0700
Subject: [rt-users] A Configuration question
In-Reply-To: <20090916190917.GB2187@jibsheet.com>
References: <4AB11492.3040603@lbl.gov> <20090916165534.GA2187@jibsheet.com>
	<4AB130FC.4090207@lbl.gov> <20090916190917.GB2187@jibsheet.com>
Message-ID: <4AB13C89.9080303@lbl.gov>

Kevin, Scott,

Thanks.

Kenn
LBNL

On 9/16/2009 12:09 PM, Kevin Falcone wrote:
> On Wed, Sep 16, 2009 at 11:39:56AM -0700, Ken Crocker wrote:
>   
>>    Kevin,
>>
>>    So, if I set my rt-configuration to:
>>            --prefix=/opt/rt3 \
>>            --enable-gd \
>>            --enable-graphviz \
>>
>>    That will work. How do I also add "RT Matrix", "ExternalAuth", "CommandByMail", "Calendar",
>>    and Shredder"? The same way?
>>     
>
> Kenn
>
> Shredder is included in 3.8, you do nothing.
> Everything else you list is an external extension you installed by
> hand on your old RT.  You download them, read their READMEs and
> install them.
>
> -kevin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090916/c7c95881/attachment.htm>

From kfcrocker at lbl.gov  Wed Sep 16 15:41:02 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 16 Sep 2009 12:41:02 -0700
Subject: [rt-users] Shredder question
Message-ID: <4AB13F4E.7000809@lbl.gov>

To list,

I haven't used Shredder before so I have a question: when it removes a 
deleted ticket, will it also remove the OBJECTCUSTOMFIELDVALUES records 
as well?

Kenn
LBNL


From uyhis at yahoo.com  Wed Sep 16 16:01:47 2009
From: uyhis at yahoo.com (Ben)
Date: Wed, 16 Sep 2009 13:01:47 -0700 (PDT)
Subject: [rt-users] RT and Subversion
In-Reply-To: <4AB133CF.5010008@bitstatement.net>
Message-ID: <22516.10807.qm@web36902.mail.mud.yahoo.com>

thanks, Tom
?
I used scmbug to hook subversion with RT, is there a way to complete task with scmbug?
?
also Tom, does your way need a lot work to do?
?
?
Regards,
?
Ben

--- On Wed, 9/16/09, Tom Lahti <toml at bitstatement.net> wrote:


From: Tom Lahti <toml at bitstatement.net>
Subject: Re: [rt-users] RT and Subversion
To: "Ben" <uyhis at yahoo.com>
Cc: "RT Users" <rt-users at lists.bestpractical.com>
Date: Wednesday, September 16, 2009, 1:51 PM


I do this with subversion hooks that call the RT REST API and some custom
fields.? The programmer puts "Ticket: 123" as the first line of the comment at
commit.? The hooks validate the ticket data using REST API before allowing the
commit, and they also post information about the commit back to the ticket.

My hooks are written in ruby and use the rt-client library from rubyforge
(which I am the author of).


Ben wrote:
> Can any one help me on this?
>? 
> Thanks,
>? 
> Ben
> 
> --- On *Tue, 9/15/09, Ben /<uyhis at yahoo.com>/* wrote:
> 
> 
>? ???From: Ben <uyhis at yahoo.com>
>? ???Subject: RT and Subversion
>? ???To: "RT Users" <rt-users at lists.bestpractical.com>
>? ???Date: Tuesday, September 15, 2009, 11:27 AM
> 
>? ???Hi, All,
> 
>? ???I have a quick question. I use RT and subversion and scmbug.
>? ???I have created several queues undr RT, also several projects under
>? ???one repos in subversion.
>? ???My question is: how can I let the ticket owner can make changes to
>? ???one projects in subversion?
>? ???for example, I have queueA, queueB, queueC, under subversion repos,
>? ???I have projectA, projectB, projectC.? User A have a ticket in
>? ???queueA, then he can check in to projectA, userB has a ticket in
>? ???queueB, then he can check in to projectB.
>? ? ? 
>? ???Thanks!
>? ? ? 
>? ???Ben
> 
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


-- 
-- ============================
???Tom Lahti
???BIT Statement LLC

???(425)251-0833 x 117
???http://www.bitstatement.net/
-- ============================



      
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090916/b7f45dd8/attachment.htm>

From falcone at bestpractical.com  Wed Sep 16 16:07:55 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 16 Sep 2009 16:07:55 -0400
Subject: [rt-users] RT and Subversion
In-Reply-To: <22516.10807.qm@web36902.mail.mud.yahoo.com>
References: <4AB133CF.5010008@bitstatement.net>
	<22516.10807.qm@web36902.mail.mud.yahoo.com>
Message-ID: <20090916200755.GC2187@jibsheet.com>

On Wed, Sep 16, 2009 at 01:01:47PM -0700, Ben wrote:
>    thanks, Tom
> 
>    I used scmbug to hook subversion with RT, is there a way to complete task with scmbug?
> 
>    also Tom, does your way need a lot work to do?

http://search.cpan.org/dist/RT-Integration-SVN/ 
lets you close tickets with svn commit messages

-kevin

>    Regards,
> 
>    Ben
> 
>    --- On Wed, 9/16/09, Tom Lahti <toml at bitstatement.net> wrote:
> 
>      From: Tom Lahti <toml at bitstatement.net>
>      Subject: Re: [rt-users] RT and Subversion
>      To: "Ben" <uyhis at yahoo.com>
>      Cc: "RT Users" <rt-users at lists.bestpractical.com>
>      Date: Wednesday, September 16, 2009, 1:51 PM
> 
>      I do this with subversion hooks that call the RT REST API and some custom
>      fields.  The programmer puts "Ticket: 123" as the first line of the comment at
>      commit.  The hooks validate the ticket data using REST API before allowing the
>      commit, and they also post information about the commit back to the ticket.
> 
>      My hooks are written in ruby and use the rt-client library from rubyforge
>      (which I am the author of).
> 
>      Ben wrote:
>      > Can any one help me on this?
>      >
>      > Thanks,
>      >
>      > Ben
>      >
>      > --- On *Tue, 9/15/09, Ben /<[1]uyhis at yahoo.com>/* wrote:
>      >
>      >
>      >     From: Ben <[2]uyhis at yahoo.com>
>      >     Subject: RT and Subversion
>      >     To: "RT Users" <[3]rt-users at lists.bestpractical.com>
>      >     Date: Tuesday, September 15, 2009, 11:27 AM
>      >
>      >     Hi, All,
>      >
>      >     I have a quick question. I use RT and subversion and scmbug.
>      >     I have created several queues undr RT, also several projects under
>      >     one repos in subversion.
>      >     My question is: how can I let the ticket owner can make changes to
>      >     one projects in subversion?
>      >     for example, I have queueA, queueB, queueC, under subversion repos,
>      >     I have projectA, projectB, projectC.  User A have a ticket in
>      >     queueA, then he can check in to projectA, userB has a ticket in
>      >     queueB, then he can check in to projectB.
>      >
>      >     Thanks!
>      >
>      >     Ben
>      >
>      >
>      >
>      >
>      > ------------------------------------------------------------------------
>      >
>      > _______________________________________________
>      > [4]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>      >
>      > Community help: [5]http://wiki.bestpractical.com
>      > Commercial support: [6]sales at bestpractical.com
>      >
>      >
>      > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>      > Buy a copy at [7]http://rtbook.bestpractical.com
> 
>      --
>      -- ============================
>         Tom Lahti
>         BIT Statement LLC
> 
>         (425)251-0833 x 117
>         [8]http://www.bitstatement.net/
>      -- ============================
> 
> References
> 
>    Visible links
>    1. http://us.mc369.mail.yahoo.com/mc/compose?to=uyhis at yahoo.com
>    2. http://us.mc369.mail.yahoo.com/mc/compose?to=uyhis at yahoo.com
>    3. http://us.mc369.mail.yahoo.com/mc/compose?to=rt-users at lists.bestpractical.com
>    4. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>    5. http://wiki.bestpractical.com/
>    6. http://us.mc369.mail.yahoo.com/mc/compose?to=sales at bestpractical.com
>    7. http://rtbook.bestpractical.com/
>    8. http://www.bitstatement.net/

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



From jdurand at renater.fr  Wed Sep 16 16:13:43 2009
From: jdurand at renater.fr (Jerome Durand)
Date: Wed, 16 Sep 2009 22:13:43 +0200
Subject: [rt-users] Add a backup email account as Bcc - avoid multiple emails
Message-ID: <4AB146F7.1050107@renater.fr>

Hi,

I'm an RT beginner but would really like to improve... I bought the book 
;) I installed RT3.8.4 with mysql.

My goal is that all messages sent to RT are also going to a second 
mailbox that would be used in case of a disaster on RT.

I have an alias that is used by customers to open ticket that goes in 2 
mailboxes (one polled by RT and other that is "sleeping" waiting for the 
disaster...)

I want RT to Bcc the backup mailbox for every correspondance. I simply 
added 'Bcc: backup-email at company.com' in my correspondence template. And 
that more or less works (the template called by 'on correspond notifiy 
requestor and ccs')

I also have the 'on correpond notify other recipients' in case I add 
manually people...

My problem is that the system sends 2 emails:
   - one for requestor and the Bcc backup email address
   - one for the people cced (that I need to tick everytime)

Why does the system do that? Can't it send a single email and avoid the 
need to tick every person I want to cc? Is this due to my Bcc hack? How 
could I get all people in the same email (Bcc, cced, manally added other 
recipients and reuestor)?

Can anyone help me on that?

Sorry again if the answer is obvious or clearly available on some well 
known forum. Feel free to redirect me to the good place where there are 
all these kind of tips for beginners.

Thanks a lot!




-- 
-------------------------------------------------------------
Jerome Durand

Responsable des services aux usagers
Services operations & support manager

             R?seau National de T?l?communications
      pour la Technologie, l'Enseignement et la Recherche

Tel:    +33 (0) 1 53 94 20 40  |  GIP RENATER
Fax:    +33 (0) 1 53 94 20 41  |  c/o ENSAM
E-mail: jdurand at renater.fr     |  151 Boulevard de l'H?pital
http://www.renater.fr          |  75013 PARIS
--------------------------------------------------------------



From toml at bitstatement.net  Wed Sep 16 16:26:37 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 16 Sep 2009 13:26:37 -0700
Subject: [rt-users] {Disarmed} Re:  RT and Subversion
In-Reply-To: <22516.10807.qm@web36902.mail.mud.yahoo.com>
References: <22516.10807.qm@web36902.mail.mud.yahoo.com>
Message-ID: <4AB149FD.10903@bitstatement.net>

Ben wrote:
> thanks, Tom
>  
> I used scmbug to hook subversion with RT, is there a way to complete
> task with scmbug?
>  
> also Tom, does your way need a lot work to do?
>  
>  
> Regards,
>  
> Ben

I don't know anything about scmbug so I can't provide any advice there.  My
subversion hooks are very custom.  In addition to integrating RT with
subversion, it also pulls binaries from subversion at commit (if the
"production approved" custom field is set) and injects them into our
production deployment control system.

Unfortunately my custom hooks are company proprietary and I don't have
permission to share them, but in essence they use "svnlook" to get information
about the subversion transaction and the "rt" command line to get and post
information to/from the ticket.  In the pre-commit hook there's just
conditional logic to do things like: make sure the ticket exists, make sure
its in the right queue, make sure the owner of the ticket is the person doing
the commit, etc.  The post-commit hook is used to record the commit log
message into the ticket, take a diff and attach it to the ticket, list the
files that were changed in the commit in a reply, record the revision number
committed into the ticket, etc.  Documentation galore :)

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From toml at bitstatement.net  Wed Sep 16 16:28:48 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 16 Sep 2009 13:28:48 -0700
Subject: [rt-users] RT and Subversion
In-Reply-To: <20090916200755.GC2187@jibsheet.com>
References: <4AB133CF.5010008@bitstatement.net>	<22516.10807.qm@web36902.mail.mud.yahoo.com>
	<20090916200755.GC2187@jibsheet.com>
Message-ID: <4AB14A80.8050807@bitstatement.net>

> http://search.cpan.org/dist/RT-Integration-SVN/ 
> lets you close tickets with svn commit messages

That should be easy enough in a custom post-commit hook, too.  Just parse the
commands out of the subversion log message fetched with 'svnlook' and do the
corresponding thing with the "rt" command line or the REST API.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From falcone at bestpractical.com  Wed Sep 16 16:29:28 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 16 Sep 2009 16:29:28 -0400
Subject: [rt-users] Add a backup email account as Bcc - avoid multiple
 emails
In-Reply-To: <4AB146F7.1050107@renater.fr>
References: <4AB146F7.1050107@renater.fr>
Message-ID: <20090916202928.GD2187@jibsheet.com>

On Wed, Sep 16, 2009 at 10:13:43PM +0200, Jerome Durand wrote:
> 
> My problem is that the system sends 2 emails:
>    - one for requestor and the Bcc backup email address
>    - one for the people cced (that I need to tick everytime)

These are separate Scrips.

On Correspond Notify Requestors and CCs notifies Requestors and
permanent CCs of the tickets

On Correspond Notify Other Recipients notifies Other Recipients
(including one-time-ccs)

Either add those people as a CC of your ticket or change your scrips

-kevin


From falcone at bestpractical.com  Wed Sep 16 16:45:07 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 16 Sep 2009 16:45:07 -0400
Subject: [rt-users] RT and Subversion
In-Reply-To: <4AB14A80.8050807@bitstatement.net>
References: <4AB133CF.5010008@bitstatement.net>
	<22516.10807.qm@web36902.mail.mud.yahoo.com>
	<20090916200755.GC2187@jibsheet.com>
	<4AB14A80.8050807@bitstatement.net>
Message-ID: <20090916204507.GE2187@jibsheet.com>

On Wed, Sep 16, 2009 at 01:28:48PM -0700, Tom Lahti wrote:
> > http://search.cpan.org/dist/RT-Integration-SVN/ 
> > lets you close tickets with svn commit messages
> 
> That should be easy enough in a custom post-commit hook, too.  Just parse the
> commands out of the subversion log message fetched with 'svnlook' and do the
> corresponding thing with the "rt" command line or the REST API.

You've just described how it works

-kevin


From jdurand at renater.fr  Wed Sep 16 16:57:09 2009
From: jdurand at renater.fr (Jerome Durand)
Date: Wed, 16 Sep 2009 22:57:09 +0200
Subject: [rt-users] Add a backup email account as Bcc - avoid multiple
 emails
In-Reply-To: <20090916202928.GD2187@jibsheet.com>
References: <4AB146F7.1050107@renater.fr> <20090916202928.GD2187@jibsheet.com>
Message-ID: <4AB15125.3080103@renater.fr>

Thank you Kevin,

Now I understand the permanent ccs concept.... But I would have expected 
that when a requestor cc some folks, they are automatically registered 
as permanent ccs.

Isn't there a default scrip for that? Looks like there isn't (??) Any 
hint welcome to update my 'on create autoreply to requestor... and add 
ccs are permanent ccs!"

Thanks

Jerome


Kevin Falcone a ?crit :
> On Wed, Sep 16, 2009 at 10:13:43PM +0200, Jerome Durand wrote:
>> My problem is that the system sends 2 emails:
>>    - one for requestor and the Bcc backup email address
>>    - one for the people cced (that I need to tick everytime)
> 
> These are separate Scrips.
> 
> On Correspond Notify Requestors and CCs notifies Requestors and
> permanent CCs of the tickets
> 
> On Correspond Notify Other Recipients notifies Other Recipients
> (including one-time-ccs)
> 
> Either add those people as a CC of your ticket or change your scrips
> 
> -kevin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
-------------------------------------------------------------
Jerome Durand

Responsable des services aux usagers
Services operations & support manager

             R?seau National de T?l?communications
      pour la Technologie, l'Enseignement et la Recherche

Tel:    +33 (0) 1 53 94 20 40  |  GIP RENATER
Fax:    +33 (0) 1 53 94 20 41  |  c/o ENSAM
E-mail: jdurand at renater.fr     |  151 Boulevard de l'H?pital
http://www.renater.fr          |  75013 PARIS
--------------------------------------------------------------



From aaron at guise.net.nz  Wed Sep 16 16:57:22 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Thu, 17 Sep 2009 08:57:22 +1200
Subject: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments
	missing/corrupt
In-Reply-To: <629A79DA-C76B-4BC7-B3ED-0ED8A083FF9E@orbisuk.com>
References: <B89AFEE8-ED9C-4DBC-80DB-8FBC41518CA9@orbisuk.com> 
	<c8c01a250909151536n41b343ectcffaa68e0ba2b01b@mail.gmail.com> 
	<629A79DA-C76B-4BC7-B3ED-0ED8A083FF9E@orbisuk.com>
Message-ID: <c8c01a250909161357i48962144p3e68f4d2abe318e9@mail.gmail.com>

I'll have a look, I'm sure they are here somewhere.   Might take a day
though.

*Regards,
Aaron Guise
  07 838 7793
027 212 6638
aaron at guise.net.nz*




On Wed, Sep 16, 2009 at 9:20 PM, Justin Hayes <justin.hayes at orbisuk.com>wrote:

> Thanks a lot for the info and advise Aaron. Don't suppose you kept the
> scripts you used to dump the attachments and load them back in did you?
> I'm going to talk to my sysadmins and see if they are using that
> default-character-set option in the backup dump. If they aren't I'll get
> them to do me a new dump with that option on and see if it works that time.
>
> Cheers,
>
> Justin
>
> On 15 Sep 2009, at 23:36, Aaron Guise wrote:
>
> I had similar problems when moving upto 3.8.1.  The previous sysadmin
> responsible for RT had failed to upgrade the DB properly when going from
> 3.6.5 to 3.8.0 some time back.  All our attachments went screwy too when I
> tried to upgrade to 3.8.1.
>
> In the end what I did is dump the database before upgrade in case I need to
> go back.  Dumped all attachment records to disk via perl, ran the RT upgrade
> scripts and then updated the attachments table from the ones I had dumped
> out earlier.
>
> This then made all the attachments become working again.  RT itself also
> seemed to get a performance boost !YAY!.  And the two ALTER entries in the
> upgrade script I found as well, Prior to running the upgrade I removed the
> ones that weren't binary columns e.g. VARBINARY so removing the lines which
> mentioned something like LONGBLOB.
>
> When you use mysqldump to backup the database you just need to make sure to
> place this "--opt --default-character-set=binary" in the commandline
> arguments.   That will mean it exports in binary mode to avoid corruption.
>
> *Regards,
> Aaron Guise
>   07 838 7793
> 027 212 6638
> aaron at guise.net.nz*
>
>
>
>
> On Wed, Sep 16, 2009 at 7:54 AM, Justin Hayes <justin.hayes at orbisuk.com>wrote:
>
>> Hi guys,
>>
>> I'm just testing an upgrade from 3.6.3 to 3.8.4. I ran the
>> rt-setup-database fine:
>>
>> /opt/rt_support.openbet.com/sbin/rt-setup-database -dba rt_support
>> --prompt-for-dba-password --action upgrade
>>
>>
>> Then created the schema upgrade script:
>>
>> perl /opt/rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl*blah* *blah* *password* > upgrade.sql
>> Use of uninitialized value in join or string at /opt/
>> rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
>> .Tickets.status has type VARCHAR however mapping is missing.
>> Use of uninitialized value in join or string at /opt/
>> rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
>> .Users.BlockImg has type CHAR however mapping is missing.
>> -- ** NOTICE: No database changes have been made. **
>> -- Please review the generated SQL, ensure you have a full backup of your
>> database
>> -- and apply it to your database using a command like:
>> -- mysql -u rt_support -p rt_support < queries.sql";
>>
>> cat upgrade.sql
>> ALTER DATABASE rt_support DEFAULT CHARACTER SET utf8;
>> ALTER TABLE ACL
>>    DEFAULT CHARACTER SET utf8,
>>    MODIFY RightName VARBINARY(25) NOT NULL,
>>    MODIFY PrincipalType VARBINARY(25) NOT NULL,
>>    MODIFY ObjectType VARBINARY(25) NOT NULL;
>> ALTER TABLE ACL
>>    MODIFY RightName VARCHAR(25) CHARACTER SET ascii NOT NULL,
>>    MODIFY PrincipalType VARCHAR(25) CHARACTER SET ascii NOT NULL,
>>    MODIFY ObjectType VARCHAR(25) CHARACTER SET ascii NOT NULL;
>> ALTER TABLE Attachments
>>    DEFAULT CHARACTER SET utf8,
>>    MODIFY Subject VARBINARY(255) NULL DEFAULT NULL,
>>    MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL,
>>    MODIFY Filename VARBINARY(255) NULL DEFAULT NULL,
>>    MODIFY Headers LONGBLOB NULL DEFAULT NULL,
>>    MODIFY MessageId VARBINARY(160) NULL DEFAULT NULL,
>>    MODIFY Content LONGBLOB NULL DEFAULT NULL,
>>    MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL;
>> ALTER TABLE Attachments
>>    MODIFY Subject VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
>>    MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL,
>>    MODIFY Filename VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
>>    MODIFY Headers LONGTEXT CHARACTER SET utf8 NULL DEFAULT NULL,
>>    MODIFY MessageId VARCHAR(160) CHARACTER SET ascii NULL DEFAULT NULL,
>>    MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL DEFAULT
>> NULL;
>>
>> .
>>
>> .
>>
>> .
>>
>>
>>
>> Now that looks a bit odd as there are 2 ALTERS per table and the second
>> seems to reverse some bits of the first?
>>
>> Anyway I ran that into my DB. Now when I go into a ticket with an image
>> attached and click on it no image is returned, which is a bit worrying.
>>
>> I'm wondering if it was a problem with the upgrade, or the original db
>> dump provided by my IT systems guys. Perhaps the DB wasn't dumped using
>> binary character set? How could I check that and how should the IT guys have
>> dumped the DB to make sure it was in binary?
>>
>> Any thoughts?
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.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
>>
>
>
>
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.com
>
>
>
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090917/a6d927ac/attachment.htm>

From jpierce at cambridgeenergyalliance.org  Wed Sep 16 17:11:10 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 16 Sep 2009 17:11:10 -0400
Subject: [rt-users] Add a backup email account as Bcc - avoid multiple
	emails
In-Reply-To: <4AB15125.3080103@renater.fr>
References: <4AB146F7.1050107@renater.fr> <20090916202928.GD2187@jibsheet.com>
	<4AB15125.3080103@renater.fr>
Message-ID: <be7163f0909161411x3ba52e1i3d79ba7e4d6d54b3@mail.gmail.com>

On Wed, Sep 16, 2009 at 16:57, Jerome Durand <jdurand at renater.fr> wrote:
> Thank you Kevin,
>
> Now I understand the permanent ccs concept.... But I would have expected
> that when a requestor cc some folks, they are automatically registered
> as permanent ccs.

The form clearly says (in the native English version at least) "One-time cc"

We handle this sort of message backup with a global scrip rather than
template hacking...

  On transaction
  TransactionCreate
  Send Email
  Backup Template... which is just the default transaction template
(our actual transaction template is customized) with the hard-coded
bcc to the secondary address.

Cheers!


From falcone at bestpractical.com  Wed Sep 16 17:13:04 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 16 Sep 2009 17:13:04 -0400
Subject: [rt-users] Add a backup email account as Bcc - avoid multiple
 emails
In-Reply-To: <4AB15125.3080103@renater.fr>
References: <4AB146F7.1050107@renater.fr> <20090916202928.GD2187@jibsheet.com>
	<4AB15125.3080103@renater.fr>
Message-ID: <20090916211304.GF2187@jibsheet.com>

On Wed, Sep 16, 2009 at 10:57:09PM +0200, Jerome Durand wrote:
> Now I understand the permanent ccs concept.... But I would have expected 
> that when a requestor cc some folks, they are automatically registered 
> as permanent ccs.

There is a config option for that on ticket creation 

> Isn't there a default scrip for that? Looks like there isn't (??) Any 
> hint welcome to update my 'on create autoreply to requestor... and add 
> ccs are permanent ccs!"

Adding CCs as people reply to RT is documented on the wiki, but
won't become a core feature.

-kevin

> Kevin Falcone a ?crit :
> > On Wed, Sep 16, 2009 at 10:13:43PM +0200, Jerome Durand wrote:
> >> My problem is that the system sends 2 emails:
> >>    - one for requestor and the Bcc backup email address
> >>    - one for the people cced (that I need to tick everytime)
> > 
> > These are separate Scrips.
> > 
> > On Correspond Notify Requestors and CCs notifies Requestors and
> > permanent CCs of the tickets
> > 
> > On Correspond Notify Other Recipients notifies Other Recipients
> > (including one-time-ccs)
> > 
> > Either add those people as a CC of your ticket or change your scrips
> > 
> > -kevin


From Justin.Hayes at OrbisUK.com  Wed Sep 16 18:21:43 2009
From: Justin.Hayes at OrbisUK.com (Justin Hayes)
Date: Wed, 16 Sep 2009 23:21:43 +0100
Subject: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments
 missing/corrupt
In-Reply-To: <c8c01a250909161357i48962144p3e68f4d2abe318e9@mail.gmail.com>
References: <B89AFEE8-ED9C-4DBC-80DB-8FBC41518CA9@orbisuk.com>
	<c8c01a250909151536n41b343ectcffaa68e0ba2b01b@mail.gmail.com>
	<629A79DA-C76B-4BC7-B3ED-0ED8A083FF9E@orbisuk.com>
	<c8c01a250909161357i48962144p3e68f4d2abe318e9@mail.gmail.com>
Message-ID: <2CEC4B29-7FCA-4E95-B8A1-84E9B8BC0E09@orbisuk.com>

Thanks Aaron. I've always wondered why file attachments are stored in  
the db at all. I'd have thought those would have been better placed  
out in the filesystem.

Cheers,

Justin

Sent from my iPhone

On 16 Sep 2009, at 21:59, Aaron Guise <aaron at guise.net.nz> wrote:

> I'll have a look, I'm sure they are here somewhere.   Might take a  
> day though.
>
> Regards,
> Aaron Guise
>   07 838 7793
> 027 212 6638
> aaron at guise.net.nz
>
>
>
>
> On Wed, Sep 16, 2009 at 9:20 PM, Justin Hayes <justin.hayes at orbisuk.com 
> > wrote:
> Thanks a lot for the info and advise Aaron. Don't suppose you kept  
> the scripts you used to dump the attachments and load them back in  
> did you?
>
> I'm going to talk to my sysadmins and see if they are using that  
> default-character-set option in the backup dump. If they aren't I'll  
> get them to do me a new dump with that option on and see if it works  
> that time.
>
> Cheers,
>
> Justin
>
> On 15 Sep 2009, at 23:36, Aaron Guise wrote:
>
>> I had similar problems when moving upto 3.8.1.  The previous  
>> sysadmin responsible for RT had failed to upgrade the DB properly  
>> when going from 3.6.5 to 3.8.0 some time back.  All our attachments  
>> went screwy too when I tried to upgrade to 3.8.1.
>>
>> In the end what I did is dump the database before upgrade in case I  
>> need to go back.  Dumped all attachment records to disk via perl,  
>> ran the RT upgrade scripts and then updated the attachments table  
>> from the ones I had dumped out earlier.
>>
>> This then made all the attachments become working again.  RT itself  
>> also seemed to get a performance boost !YAY!.  And the two ALTER  
>> entries in the upgrade script I found as well, Prior to running the  
>> upgrade I removed the ones that weren't binary columns e.g.  
>> VARBINARY so removing the lines which mentioned something like  
>> LONGBLOB.
>>
>> When you use mysqldump to backup the database you just need to make  
>> sure to place this "--opt --default-character-set=binary" in the  
>> commandline arguments.   That will mean it exports in binary mode  
>> to avoid corruption.
>>
>> Regards,
>> Aaron Guise
>>   07 838 7793
>> 027 212 6638
>> aaron at guise.net.nz
>>
>>
>>
>>
>> On Wed, Sep 16, 2009 at 7:54 AM, Justin Hayes <justin.hayes at orbisuk.com 
>> > wrote:
>> Hi guys,
>>
>> I'm just testing an upgrade from 3.6.3 to 3.8.4. I ran the rt-setup- 
>> database fine:
>>
>> /opt/rt_support.openbet.com/sbin/rt-setup-database -dba rt_support  
>> --prompt-for-dba-password --action upgrade
>>
>> Then created the schema upgrade script:
>>
>> perl /opt/rt_support.openbet.com/etc/upgrade/upgrade-mysql- 
>> schema.pl *blah* *blah* *password* > upgrade.sql
>> Use of uninitialized value in join or string at /opt/ 
>> rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
>> .Tickets.status has type VARCHAR however mapping is missing.
>> Use of uninitialized value in join or string at /opt/ 
>> rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
>> .Users.BlockImg has type CHAR however mapping is missing.
>> -- ** NOTICE: No database changes have been made. **
>> -- Please review the generated SQL, ensure you have a full backup  
>> of your database 
>> -- and apply it to your database using a command like:
>> -- mysql -u rt_support -p rt_support < queries.sql";
>>
>> cat upgrade.sql
>> ALTER DATABASE rt_support DEFAULT CHARACTER SET utf8;
>> ALTER TABLE ACL
>>    DEFAULT CHARACTER SET utf8,
>>    MODIFY RightName VARBINARY(25) NOT NULL,
>>    MODIFY PrincipalType VARBINARY(25) NOT NULL,
>>    MODIFY ObjectType VARBINARY(25) NOT NULL;
>> ALTER TABLE ACL
>>    MODIFY RightName VARCHAR(25) CHARACTER SET ascii NOT NULL,
>>    MODIFY PrincipalType VARCHAR(25) CHARACTER SET ascii NOT NULL,
>>    MODIFY ObjectType VARCHAR(25) CHARACTER SET ascii NOT NULL;
>> ALTER TABLE Attachments
>>    DEFAULT CHARACTER SET utf8,
>>    MODIFY Subject VARBINARY(255) NULL DEFAULT NULL,
>>    MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL,
>>    MODIFY Filename VARBINARY(255) NULL DEFAULT NULL,
>>    MODIFY Headers LONGBLOB NULL DEFAULT NULL,
>>    MODIFY MessageId VARBINARY(160) NULL DEFAULT NULL,
>>    MODIFY Content LONGBLOB NULL DEFAULT NULL,
>>    MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL;
>> ALTER TABLE Attachments
>>    MODIFY Subject VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
>>    MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT  
>> NULL,
>>    MODIFY Filename VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
>>    MODIFY Headers LONGTEXT CHARACTER SET utf8 NULL DEFAULT NULL,
>>    MODIFY MessageId VARCHAR(160) CHARACTER SET ascii NULL DEFAULT  
>> NULL,
>>    MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL  
>> DEFAULT NULL;
>> .
>> .
>> .
>>
>>
>> Now that looks a bit odd as there are 2 ALTERS per table and the  
>> second seems to reverse some bits of the first?
>>
>> Anyway I ran that into my DB. Now when I go into a ticket with an  
>> image attached and click on it no image is returned, which is a bit  
>> worrying.
>>
>> I'm wondering if it was a problem with the upgrade, or the original  
>> db dump provided by my IT systems guys. Perhaps the DB wasn't  
>> dumped using binary character set? How could I check that and how  
>> should the IT guys have dumped the DB to make sure it was in binary?
>>
>> Any thoughts?
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.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
>>
>
>
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.com
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090916/885d3867/attachment.htm>

From Subbaraman.Venkateswaran at blackrock.com  Wed Sep 16 18:43:58 2009
From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman)
Date: Wed, 16 Sep 2009 18:43:58 -0400
Subject: [rt-users] RT web request timeout
Message-ID: <D025D0AB92335E4B90B7ADA30FA3D59505F174C3@PCCPMEXV02.na.blkint.com>

Can someone suggest a way we could set a time out for web request to RT?
The main problem is that we do not want to allow external applications
accessing RT over http beyond a certain specific time. Due to these long
running process, RT crawls and eventually runs extremely slow.

What we are thinking is to set a time limit for the Mason Web Handler
and kill the process if it exceeds a "n" seconds. The FastCGIServer
appConnTimeout and idle-timeout does help with this requirement but they
kind of kill abruptly. We want to kill the process gracefully by doing a
proper handler cleanrequests.

Appreciate your help here.

Thanks
Subba Venkateswaran 
A&T - App Eng - SEG
609 282 7015


THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090916/df4bf9d9/attachment.htm>

From toml at bitstatement.net  Wed Sep 16 19:00:33 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 16 Sep 2009 16:00:33 -0700
Subject: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments
	missing/corrupt
In-Reply-To: <2CEC4B29-7FCA-4E95-B8A1-84E9B8BC0E09@orbisuk.com>
References: <B89AFEE8-ED9C-4DBC-80DB-8FBC41518CA9@orbisuk.com>	<c8c01a250909151536n41b343ectcffaa68e0ba2b01b@mail.gmail.com>	<629A79DA-C76B-4BC7-B3ED-0ED8A083FF9E@orbisuk.com>	<c8c01a250909161357i48962144p3e68f4d2abe318e9@mail.gmail.com>
	<2CEC4B29-7FCA-4E95-B8A1-84E9B8BC0E09@orbisuk.com>
Message-ID: <4AB16E11.8090701@bitstatement.net>

Justin Hayes wrote:
> Thanks Aaron. I've always wondered why file attachments are stored in
> the db at all. I'd have thought those would have been better placed out
> in the filesystem. 

Egads! What if the storage database is not local to the web server?  How will
you perform comprehensive backups?  What if your RT has a million attachments,
or more?  Not to mention the performance hit of using a filesystem as a
database, especially with high concurrency at the HTTP level.

I have a custom database application designed specifically to store PDFs in
the database.  It has 30 million documents in it, the database storage is over
4TB.  The web-based front-end for it is efficient enough to saturate a
100MBit/sec Internet connection with a single Core-2 duo web server.  When I
tested this against our old filesystem version of the application, it
outperformed the filesystem by more than 100%.  Backup is done by dumping the
database in chunks in a rotating schedule.  Scalability can be accomplished
with simple replication to additional read-only SQL servers and using a SQL
relay to dispatch SQL commands in a load-balancing fashion.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From aaron at guise.net.nz  Wed Sep 16 19:33:47 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Thu, 17 Sep 2009 11:33:47 +1200
Subject: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments
	missing/corrupt
In-Reply-To: <4AB16E11.8090701@bitstatement.net>
References: <B89AFEE8-ED9C-4DBC-80DB-8FBC41518CA9@orbisuk.com> 
	<c8c01a250909151536n41b343ectcffaa68e0ba2b01b@mail.gmail.com> 
	<629A79DA-C76B-4BC7-B3ED-0ED8A083FF9E@orbisuk.com>
	<c8c01a250909161357i48962144p3e68f4d2abe318e9@mail.gmail.com> 
	<2CEC4B29-7FCA-4E95-B8A1-84E9B8BC0E09@orbisuk.com>
	<4AB16E11.8090701@bitstatement.net>
Message-ID: <c8c01a250909161633y461d7336tb3b87224c824a867@mail.gmail.com>

I fully agree Tom,  SQL Servers totally own the filesystem equivalent in
this regard.  Our attachments table is huge and it would be rather difficult
to keep a track of them all and ensure every last one is backed up without
the MySQL storage system :-)

*Regards,
Aaron Guise
  07 838 7793
027 212 6638
aaron at guise.net.nz*




On Thu, Sep 17, 2009 at 11:00 AM, Tom Lahti <toml at bitstatement.net> wrote:

> Justin Hayes wrote:
> > Thanks Aaron. I've always wondered why file attachments are stored in
> > the db at all. I'd have thought those would have been better placed out
> > in the filesystem.
>
> Egads! What if the storage database is not local to the web server?  How
> will
> you perform comprehensive backups?  What if your RT has a million
> attachments,
> or more?  Not to mention the performance hit of using a filesystem as a
> database, especially with high concurrency at the HTTP level.
>
> I have a custom database application designed specifically to store PDFs in
> the database.  It has 30 million documents in it, the database storage is
> over
> 4TB.  The web-based front-end for it is efficient enough to saturate a
> 100MBit/sec Internet connection with a single Core-2 duo web server.  When
> I
> tested this against our old filesystem version of the application, it
> outperformed the filesystem by more than 100%.  Backup is done by dumping
> the
> database in chunks in a rotating schedule.  Scalability can be accomplished
> with simple replication to additional read-only SQL servers and using a SQL
> relay to dispatch SQL commands in a load-balancing fashion.
>
> --
> -- ============================
>   Tom Lahti
>   BIT Statement LLC
>
>   (425)251-0833 x 117
>   http://www.bitstatement.net/
> -- ============================
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090917/8b8b5193/attachment.htm>

From borngunners at aol.com  Wed Sep 16 21:17:44 2009
From: borngunners at aol.com (borngunners at aol.com)
Date: Wed, 16 Sep 2009 21:17:44 -0400
Subject: [rt-users] Error make initialize-database
Message-ID: <8CC054BCB2B166D-46C-BAFC@webmail-m067.sysops.aol.com>


I have gone through the suggested steps successfully, but had an error when I enter the following command:



root at helpdesk:/opt/rt3# make initialize-database


This is the error that I got:

make: *** No rule to make target `initialize-database'.? Stop.


Can someone guide me in resolving this issue.



Thanks,
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090916/e8097356/attachment.htm>

From slander at hearstsc.com  Wed Sep 16 23:17:21 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Wed, 16 Sep 2009 23:17:21 -0400
Subject: [rt-users] Error make initialize-database
In-Reply-To: <8CC054BCB2B166D-46C-BAFC@webmail-m067.sysops.aol.com>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0639637BF0@RCLTEXCMS02.resource.hearstcorp.com>

When you run make initialize-database, you should be in the directory you are installing from, not to.    /opt/rt3 is (probably) your to directory....

________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of borngunners at aol.com
Sent: Wednesday, September 16, 2009 9:18 PM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] Error make initialize-database

I have gone through the suggested steps successfully, but had an error when I enter the following command:

root at helpdesk:/opt/rt3<mailto:root at helpdesk:/opt/rt3># make initialize-database
This is the error that I got:
make: *** No rule to make target `initialize-database'.  Stop.
Can someone guide me in resolving this issue.

Thanks,
------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090916/07eefd7d/attachment.htm>

From darling at ccdc.cam.ac.uk  Thu Sep 17 05:53:12 2009
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Thu, 17 Sep 2009 10:53:12 +0100
Subject: [rt-users] Add a backup email account as Bcc - avoid multiple
 emails
In-Reply-To: <4AB146F7.1050107@renater.fr>
References: <4AB146F7.1050107@renater.fr>
Message-ID: <BBE4F13B964A4049BA644235410510BE096A73D781@mail01.ccdc.cam.ac.uk>

> My goal is that all messages sent to RT are also going to a second
> mailbox that would be used in case of a disaster on RT.

I've done this by making backup at company.com an AdminCC of the queue. That gets comments and replies by default, plus anything else I want to set up a scrip for.

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster at ccdc.cam.ac.uk and delete the message.
The Cambridge Crystallographic Data Centre is a company Limited
by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.


From jdurand at renater.fr  Thu Sep 17 06:13:50 2009
From: jdurand at renater.fr (Jerome Durand)
Date: Thu, 17 Sep 2009 12:13:50 +0200
Subject: [rt-users] Add a backup email account as Bcc - avoid multiple
 emails
In-Reply-To: <BBE4F13B964A4049BA644235410510BE096A73D781@mail01.ccdc.cam.ac.uk>
References: <4AB146F7.1050107@renater.fr>
	<BBE4F13B964A4049BA644235410510BE096A73D781@mail01.ccdc.cam.ac.uk>
Message-ID: <4AB20BDE.4070406@renater.fr>

Fine but this way the backup email (as AdminCC) wouldn't see the people 
who receive the email (to and cc fields) Am I wrong?

Jerome

Toby Darling a ?crit :
>> My goal is that all messages sent to RT are also going to a second
>> mailbox that would be used in case of a disaster on RT.
> 
> I've done this by making backup at company.com an AdminCC of the queue. That gets comments and replies by default, plus anything else I want to set up a scrip for.
> 
> LEGAL NOTICE
> Unless expressly stated otherwise, information contained in this
> message is confidential. If this message is not intended for you,
> please inform postmaster at ccdc.cam.ac.uk and delete the message.
> The Cambridge Crystallographic Data Centre is a company Limited
> by Guarantee and a Registered Charity.
> Registered in England No. 2155347 Registered Charity No. 800579
> Registered office 12 Union Road, Cambridge CB2 1EZ.

-- 
-------------------------------------------------------------
Jerome Durand

Responsable des services aux usagers
Services operations & support manager

             R?seau National de T?l?communications
      pour la Technologie, l'Enseignement et la Recherche

Tel:    +33 (0) 1 53 94 20 40  |  GIP RENATER
Fax:    +33 (0) 1 53 94 20 41  |  c/o ENSAM
E-mail: jdurand at renater.fr     |  151 Boulevard de l'H?pital
http://www.renater.fr          |  75013 PARIS
--------------------------------------------------------------



From darling at ccdc.cam.ac.uk  Thu Sep 17 07:29:19 2009
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Thu, 17 Sep 2009 12:29:19 +0100
Subject: [rt-users] Add a backup email account as Bcc - avoid multiple
 emails
In-Reply-To: <4AB20BDE.4070406@renater.fr>
References: <4AB146F7.1050107@renater.fr>
	<BBE4F13B964A4049BA644235410510BE096A73D781@mail01.ccdc.cam.ac.uk>
	<4AB20BDE.4070406@renater.fr>
Message-ID: <BBE4F13B964A4049BA644235410510BE096A73D797@mail01.ccdc.cam.ac.uk>

> Fine but this way the backup email (as AdminCC) wouldn't see the people
> who receive the email (to and cc fields) Am I wrong?

Think you're right. I guess you could tweak your admin correspondence template?

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster at ccdc.cam.ac.uk and delete the message.
The Cambridge Crystallographic Data Centre is a company Limited
by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.


From Mike.Johnson at NorMed.ca  Thu Sep 17 09:36:12 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Thu, 17 Sep 2009 09:36:12 -0400
Subject: [rt-users] Max Size of Attachments
Message-ID: <4AB2030A.4EF5.001E.0@NorMed.ca>

Greetings,
 
I'm trying to determine what the maximum size of attachments that I can use through RT.  We have some users that want to put larger attachments in there.
 
Can anyone tell me where the attachments are stored in the database, and if you know, what data type it's been defined as?
 
I understand that when you are storing files in a database, you need to choose a type, and that dictates the max file size.
 
I want to go over the "recommended" size that's in the Site Config file(10mb) but I need to know how the DB is storing the files so I know what my limits are to test.
 
RT - 3.2.1 (I know I know... upgrade... I just don't have the time right now) 
MySQL 4
 
Thanks!
 
 
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090917/dd4fb2b2/attachment.htm>

From rjh1011 at cam.ac.uk  Thu Sep 17 10:05:17 2009
From: rjh1011 at cam.ac.uk (Ray Horne)
Date: Thu, 17 Sep 2009 15:05:17 +0100
Subject: [rt-users] logging in as root with $WebExternalAuth defined
Message-ID: <20090917140517.GC23708@linux02.lib.cam.ac.uk>

I have defined $WebExternalAuth (and $WebFallbackToInternalAuth)
in order to use our apache authentication, works fine but how do
I override it to get a login screen so I can login as root?

Ray Horne
Linux Systems Manager
Cambridge University Library


From jan.grant at bristol.ac.uk  Thu Sep 17 10:17:43 2009
From: jan.grant at bristol.ac.uk (jan.grant at bristol.ac.uk)
Date: Thu, 17 Sep 2009 15:17:43 +0100 (BST)
Subject: [rt-users] logging in as root with $WebExternalAuth defined
In-Reply-To: <20090917140517.GC23708@linux02.lib.cam.ac.uk>
References: <20090917140517.GC23708@linux02.lib.cam.ac.uk>
Message-ID: <alpine.BSF.2.00.0909171516290.11428@tribble.ilrt.bris.ac.uk>

On Thu, 17 Sep 2009, Ray Horne wrote:

> I have defined $WebExternalAuth (and $WebFallbackToInternalAuth)
> in order to use our apache authentication, works fine but how do
> I override it to get a login screen so I can login as root?

I'm just looking at this here, following on from the ExternalAuth question 
of a day or so ago.

I'm actually looking at running up a seperate admin interface that points 
at the same backend so that all our users can CAS-authenticate. That seems 
to be the line of least resistance.




-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
Goth isn't dead, it's just lying very still and sucking its cheeks in.


From raubvogel at gmail.com  Thu Sep 17 10:35:08 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Thu, 17 Sep 2009 10:35:08 -0400
Subject: [rt-users] Users and recipients
Message-ID: <4AB2491C.3020207@gmail.com>

	I am trying to understand a bit more how RT works, so I do apologize in 
advance for the trivial questions:

  1) When someone sends a support email to RT, it first sees if the users
exists on the databases it uses to do user authentication. The local 
database is checked last even if it is not explicitly defined. So, if we 
are doing LDAP authentication, RT will first look up the user there and 
then go to the internal database.

  Q: What does it use to uniquely identify a user? It seems that it will 
look up the username to compare with users already defined. What else?

If the user does not exist -- customer sending a ticket for the first
time -- RT will create that user (in groups Everyone and Unpriviledged)
and associate the ticket to the user.

  Q: If I send a test ticket to RT, using the email address
raub at testdomain.com, it does not send the ticket back to that address.
In the ticket data screen, it correctly identify Requestors as
raub at testdomain.com. But, it seems when it process the email, it does
not seem to know the recipient = raub at testdomain.com. Even if I access
the ticket (as in log in with my normal/LDAP-based/part-of-support-group
account) and try to reply to it by selecting raub at testdomain.com as the
email to send the reply to, it still seems not to find the recipient:

[Thu Sep 17 13:29:08 2009] [info]:
<rt-3.6.7-21657-1253194147-1987.8-3-0 at tickets.internal.domain.com> sent
To: raub at testdomain.com
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:297)
[Thu Sep 17 13:29:08 2009] [debug]: About to think about scrips for
transaction #141
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Thu Sep 17 13:29:08 2009] [info]:
<rt-3.6.7-21657-1253194147-167.8-4-0 at tickets.internal.domain.com> #8/140
- Scrip 4
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)
[Thu Sep 17 13:29:08 2009] [info]:
<rt-3.6.7-21657-1253194147-167.8-4-0 at tickets.internal.domain.com> No
recipients found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278)

How come?






From jan.grant at bristol.ac.uk  Thu Sep 17 10:40:30 2009
From: jan.grant at bristol.ac.uk (jan.grant at bristol.ac.uk)
Date: Thu, 17 Sep 2009 15:40:30 +0100 (BST)
Subject: [rt-users] Partially solved - was: WebExternalAuth AND an
 RT::Authen::ExternalAuth LDAP ExternalInfo provider..?
In-Reply-To: <alpine.BSF.2.00.0909152017020.42387@tribble.ilrt.bris.ac.uk>
References: <alpine.BSF.2.00.0909152017020.42387@tribble.ilrt.bris.ac.uk>
Message-ID: <alpine.BSF.2.00.0909171527030.11428@tribble.ilrt.bris.ac.uk>

On Tue, 15 Sep 2009, jan.grant at bristol.ac.uk wrote:

> I'm using (aspiring to use) apache's mod_auth_cas to do external 
> authentication, plus RT::Authen::ExternalAuth as an info provider to 
> provide information about the apache-supplied username.
> 
> Is this actually *possible*? RT 3.8.4. Basically, the idea is to use our 
> common CAS SSO setup to provide usernames to RT, and then to rely on LDAP 
> if the user doesn't already exist in order to create the new account.
> 
> Unfortunately, putting RT::Authen::ExternalAuth on the @Plugins appears to 
> disable WebExternalAuth.
> 
> Can this be made to work? And if so, how?

Okay. With help from IRC this appears to be doable, but requires 
additional code (rather than just configuration) to achieve what we're 
after (unless anyone knows better).


We use apache mod_auth_cas; turn on WebExternalAuth and so on:

Set($WebExternalAuth, 1);
Set($WebFallbackToInternalAuth , 1);
Set($WebExternalAuto, 1);
Set($AutoCreate, {Privileged => 1}); # or whatver you need here

I've then got

Set($ExternalAuthPriority, [  ]);
Set($ExternalInfoPriority, [ 'My_LDAP' ]);

to populate some fields (just following the example supplied in the 
plugin).


What's missing:

I'd at least like to be able to use LDAP group membership to supply the 
initial group membership of newly-created users within RT. Without this 
there's little point actually using the LDAP module since I'm going to 
have to prepopulate RT with my users anyway :-(

Having looked a bit further at this, it also seems like the "rt" 
command-line tool hasn't really moved on from 3.6; I hacked some code to 
support a few more operations against types that weren't "ticket" back 
then.

- are there hooks for user creation that I can write minimally-invasive 
code for in order to grab what I need out of LDAP?

- Are there plans to complete support for non-ticket types with the rt 
command-line tool?

- if not, what's the recommended route for scripted creation of queues, 
groups, users, etc?

- what FM should I be Ring for this? :-)


What'd be lovely:

It'd be really, really nice if RT had a completely pluggable system for 
supplying group membership information on the fly. I realise that there 
are some issues with this and the cached group membership that RT does 
under the hood, and in particular the generation of ACL queries would need 
a rethink; but as far as I can see at the moment any hope of doing some 
live integration with an external group manager is going to be a bit of a 
bodge, to say the least. Maybe in RT 4?



-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
Ceci n'est pas une pipe |


From slander at hearstsc.com  Thu Sep 17 10:50:05 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Thu, 17 Sep 2009 10:50:05 -0400
Subject: [rt-users] Users and recipients
In-Reply-To: <4AB2491C.3020207@gmail.com>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0639637C8A@RCLTEXCMS02.resource.hearstcorp.com>

http://wiki.bestpractical.com/view/NoRecipFound

It looks like it is replying correctly - make sure the box can send to your user - no mail relay set up maybe?
And, the no recipients found is probably because you don't have any explicit watchers set up for the queue...


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mauricio Tavares
Sent: Thursday, September 17, 2009 10:35 AM
To: RT Users
Subject: [rt-users] Users and recipients

        I am trying to understand a bit more how RT works, so I do apologize in advance for the trivial questions:

  1) When someone sends a support email to RT, it first sees if the users exists on the databases it uses to do user authentication. The local database is checked last even if it is not explicitly defined. So, if we are doing LDAP authentication, RT will first look up the user there and then go to the internal database.

  Q: What does it use to uniquely identify a user? It seems that it will look up the username to compare with users already defined. What else?

If the user does not exist -- customer sending a ticket for the first time -- RT will create that user (in groups Everyone and Unpriviledged) and associate the ticket to the user.

  Q: If I send a test ticket to RT, using the email address raub at testdomain.com, it does not send the ticket back to that address.
In the ticket data screen, it correctly identify Requestors as raub at testdomain.com. But, it seems when it process the email, it does not seem to know the recipient = raub at testdomain.com. Even if I access the ticket (as in log in with my normal/LDAP-based/part-of-support-group
account) and try to reply to it by selecting raub at testdomain.com as the email to send the reply to, it still seems not to find the recipient:

[Thu Sep 17 13:29:08 2009] [info]:
<rt-3.6.7-21657-1253194147-1987.8-3-0 at tickets.internal.domain.com> sent
To: raub at testdomain.com
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:297)
[Thu Sep 17 13:29:08 2009] [debug]: About to think about scrips for transaction #141
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Thu Sep 17 13:29:08 2009] [info]:
<rt-3.6.7-21657-1253194147-167.8-4-0 at tickets.internal.domain.com> #8/140
- Scrip 4
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)
[Thu Sep 17 13:29:08 2009] [info]:
<rt-3.6.7-21657-1253194147-167.8-4-0 at tickets.internal.domain.com> No recipients found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278)

How come?




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

Community help: http://wiki.bestpractical.com Commercial support: 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 e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------



From borngunners at aol.com  Thu Sep 17 11:59:14 2009
From: borngunners at aol.com (borngunners at aol.com)
Date: Thu, 17 Sep 2009 11:59:14 -0400
Subject: [rt-users] 404 error message
Message-ID: <8CC05C6F04DE2FE-46C-121AD@webmail-m067.sysops.aol.com>


I was able to successfully able to run the following command make initialize-database and follow throught the entire settings.

When I?enter my url helpdesk.example.com/rt, I got the following page? cannot be found error message http 404. Nonetheless, when i enter my regular url without /rt, i saw a message that says "It Works!". Please help.



Whoever is having a make initialize error message should go back to the directory where the rt package was untar and run the following command:

make initialize-database
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090917/f1857bad/attachment.htm>

From andy.speagle at wichita.edu  Thu Sep 17 16:42:38 2009
From: andy.speagle at wichita.edu (Andy Speagle)
Date: Thu, 17 Sep 2009 15:42:38 -0500
Subject: [rt-users] Group Members & Tickets
Message-ID: <1253220158.3358.338.camel@muaddib.wichita.edu>

Hi All,

Is there a way to configure a group such that all members of the group
can see any tickets for which any member of the group is the Requestor?
I can't quite see to reason this one out.

Thanks,
-- 
Andy Speagle

"THE Student" - UCATS
Wichita State University
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 197 bytes
Desc: This is a digitally signed message part
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090917/11b43208/attachment.sig>

From jpierce at cambridgeenergyalliance.org  Thu Sep 17 16:52:44 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 17 Sep 2009 16:52:44 -0400
Subject: [rt-users] Group Members & Tickets
In-Reply-To: <1253220158.3358.338.camel@muaddib.wichita.edu>
References: <1253220158.3358.338.camel@muaddib.wichita.edu>
Message-ID: <be7163f0909171352o2af2d1efu96037b98e902f9a8@mail.gmail.com>

Please read the list archives, this has just come up within the last
few days, and requires some customization.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From josh.chakoff at gmail.com  Thu Sep 17 18:10:14 2009
From: josh.chakoff at gmail.com (Joshua Chakoff)
Date: Thu, 17 Sep 2009 18:10:14 -0400
Subject: [rt-users] Searching by groups of users
Message-ID: <6F2E6985-3C31-4835-8F87-303B23AD4C70@gmail.com>

Hello,

We are trying to construct saved searches at my workplace that  
delineate what needs attention and what does not more clearly than  
just the ticket status (new, open, etc.) So, I am trying to create a  
search of tickets that require attention, which will include all new  
tickets as well as any tickets that were last updated by someone  
outside of our group, which is a defined group within RT.

Is this kind of search possible? Or do I simply have to make a large  
search with a section of  LastUpdatedBy != 'user1' OR  LastUpdatedBy ! 
= 'user2' OR ... for 30 or so users?

Thanks!

-Josh


From jesse at bestpractical.com  Thu Sep 17 13:26:27 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Sep 2009 13:26:27 -0400
Subject: [rt-users] RT with forms and workflow?
In-Reply-To: <20090830215429.GA19580@dish.lorens.com>
References: <20090830215429.GA19580@dish.lorens.com>
Message-ID: <20090917172627.GK5751@bestpractical.com>


> Today I have an additional need, a need for heavily checked web
> forms with workflow, with absolutely minimal effort required
> to create a (simple) form and associated workflow. It's easy
> to imagine a web interface with drop-down boxes (filled from
> LDAP) that creates a ticket, but I'm looking for something
> where one can *easily* create a workflow 

[3 weeks late, I know] 

This is a MAJOR goal for the RT4 series. We're starting out by replacing
RT's scrips system with a new, much safer for end users, rules engine
with a GUI builder. From there, we'll be able to extend things downward
toward end-user space. It's my hope that that technology, combined with
the rework of the internals in Jifty will get us ever closer to the day
when trusted users can create their own forms and views using only their
mouse.

Best,
Jesse
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 197 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090917/43b2be23/attachment.sig>

From jpierce at cambridgeenergyalliance.org  Thu Sep 17 18:18:01 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 17 Sep 2009 18:18:01 -0400
Subject: [rt-users] Searching by groups of users
In-Reply-To: <6F2E6985-3C31-4835-8F87-303B23AD4C70@gmail.com>
References: <6F2E6985-3C31-4835-8F87-303B23AD4C70@gmail.com>
Message-ID: <be7163f0909171518w5ff424e9n4e9633f23edf7c8b@mail.gmail.com>

> Is this kind of search possible?
Not natively.

> Or do I simply have to make a large
> search with a section of ?LastUpdatedBy != 'user1' OR ?LastUpdatedBy !
> = 'user2' OR ... for 30 or so users?
Correct. But you could create a callback that expands 'LastUpdatedGroup'
into the alternated series of 'LastUpdateBy'. Which is better depends upon
your Perl/RT-fu, how generic a tool you desire, and how often groups change.

Note that you can also add more status levels.
http://wiki.bestpractical.com/view/CustomStatuses

Use of the priority field might also be a workable alternative.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From alberto.villanueva at altran.es  Fri Sep 18 04:44:40 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Fri, 18 Sep 2009 10:44:40 +0200
Subject: [rt-users] Export "deployment" data
Message-ID: <4AB34878.20400@altran.es>

Hi all,


First, I sorry because my RT is in spanish, so I don't know if 
"deployment" (in this case) means "despliegue".

I write you because I want to export this data for writing in a 
document of MS Word. Only I want to write the information of an 
incident.

Anyone idea?

Thanks a lot!!


Att,

-- 
Alberto Villanueva
Departamento de Industria
______________________________________

C/Campezo, 1, Edificio 1, Planta 4
28022 Madrid, Spain
Tel : + 34 91 550 41 00
Fax: + 34 91 415 61 53

www.altran.es

Antes de imprimir este mensaje, aseg?rate de que es necesario. 
Proteger el medio ambiente est? tambi?n en tu mano.
En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de 
diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley 
34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la 
Informaci?n y de comercio electr?nico, le comunicamos que su 
direcci?n de correo electr?nico forma parte de un fichero del que 
es responsable Altran Espa?a, y que garantiza la confidencialidad 
y seguridad de sus datos. Tiene usted derecho al acceso, 
rectificaci?n y cancelaci?n de sus datos en los t?rminos 
establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos de 
Car?cter Personal y dem?s normativa concordante, dirigi?ndose a 
nuestra direcci?n anteriormente se?alada o por medio de correo 
electr?nico: comunicacion at altran.es.

AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, 
est? dirigido a su destinatario y es confidencial. Cualquier 
distribuci?n, uso o reproducci?n sin consentimiento del remitente 
est? estrictamente prohibido. Si ha recibido este mensaje por 
error, por favor proceda a ponerlo en conocimiento del remitente 
por e-mail y a borrarlo de su sistema sin realizar copias.


From jan.grant at bristol.ac.uk  Fri Sep 18 08:35:58 2009
From: jan.grant at bristol.ac.uk (jan.grant at bristol.ac.uk)
Date: Fri, 18 Sep 2009 13:35:58 +0100 (BST)
Subject: [rt-users] Recommended approach for scripted setup of canned
	searches, etc?
Message-ID: <alpine.BSF.2.00.0909181332150.11428@tribble.ilrt.bris.ac.uk>

I'm looking to try to capture and run as much configuration from the 
command-line as possible for RT rollout.

One of the things I'd like to be able to do is to pre-prepare some 
group-visible saved searches; and, ideally, to do a bit of setup on a 
user's default home page to run these and show their results.

The "rt" script tool can't deal with saved searches as of 3.8.4. Is there 
a plugin that'll teach it how to?

Alternatively, can the rt-setup-database tool be used to do an incremental 
update to RT's state after installing the stock initialdata?

Cheers,
jan

-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
Spreadsheet through network. Oh yeah.


From jan.grant at bristol.ac.uk  Fri Sep 18 08:40:49 2009
From: jan.grant at bristol.ac.uk (jan.grant at bristol.ac.uk)
Date: Fri, 18 Sep 2009 13:40:49 +0100 (BST)
Subject: [rt-users] An alternative to SeeQueue?
Message-ID: <alpine.BSF.2.00.0909181335590.11428@tribble.ilrt.bris.ac.uk>

I'm in a situation where I've a large number of users in various groups. 
I'd like them to be operating with some transparency, which translates 
into users, by default, being able to look to see what's going on in other 
queues than the ones they operate in on a daily basis, should they need 
to.

However, "SeeQueue" looks to be a bit overloaded. Amongst other things, it 
drives the default widget that displays newest unowned tickets.

I'm wondering what the best approach would be to deal with this: either 
providing a user-tweakable list of queues to filter to (like the "quick 
search" widget does), or adding an additional right alongside "SeeQueue" 
to limit which queues the "X newest unowned tickets" a particular user 
gets.

Recommendations..?



-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
Bolstered by my success with vi, I proceeded to learn C with 'learn c'.


From mailinglists at e-tera.com  Fri Sep 18 09:18:33 2009
From: mailinglists at e-tera.com (mailinglists)
Date: Fri, 18 Sep 2009 15:18:33 +0200
Subject: [rt-users] list unprivileged users
Message-ID: <4AB388A9.7070503@e-tera.com>

Hello,

Has someone a config option, or AddOn for RT 3.8.2 that would allow to 
list ALL existing (including unprivileged) users via the gui, in
Admin/Users/index.html or anywhere else ?
I can do it with the Shredder, but it's quite dangerous ! and I don't 
want to let access to the staff using RT.

thank you very much for answer
laetib


From sergiocharpinel at gmail.com  Fri Sep 18 11:01:26 2009
From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.)
Date: Fri, 18 Sep 2009 12:01:26 -0300
Subject: [rt-users] RT Auto Create users
Message-ID: <fca1d54a0909180801h773401e7x68cfd80e6c4ddf0@mail.gmail.com>

Hi,
Is it possible to disable the auto creation of users by email or login?
I want to just let registered users to open ticket by mail.
Is it possible?

Thanks in advance.

-- 
Sergio Roberto Charpinel Jr.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090918/12062193/attachment.htm>

From jan.grant at bristol.ac.uk  Fri Sep 18 11:27:08 2009
From: jan.grant at bristol.ac.uk (jan.grant at bristol.ac.uk)
Date: Fri, 18 Sep 2009 16:27:08 +0100 (BST)
Subject: [rt-users] An alternative to SeeQueue?
In-Reply-To: <alpine.BSF.2.00.0909181335590.11428@tribble.ilrt.bris.ac.uk>
References: <alpine.BSF.2.00.0909181335590.11428@tribble.ilrt.bris.ac.uk>
Message-ID: <alpine.BSF.2.00.0909181624120.11428@tribble.ilrt.bris.ac.uk>

On Fri, 18 Sep 2009, jan.grant at bristol.ac.uk wrote:

> I'm in a situation where I've a large number of users in various groups. 
> I'd like them to be operating with some transparency, which translates 
> into users, by default, being able to look to see what's going on in other 
> queues than the ones they operate in on a daily basis, should they need 
> to.
> 
> However, "SeeQueue" looks to be a bit overloaded. Amongst other things, it 
> drives the default widget that displays newest unowned tickets.
> 
> I'm wondering what the best approach would be to deal with this: either 
> providing a user-tweakable list of queues to filter to (like the "quick 
> search" widget does), or adding an additional right alongside "SeeQueue" 
> to limit which queues the "X newest unowned tickets" a particular user 
> gets.
> 
> Recommendations..?


Just to clarify:

- I want all users, pretty much, to have "SeeQueue" just about everywhere
  (openness is good)
- I want the queues visible to a particular user under "X newest unowned 
  tickets" on the home page to be more restricted.
  (clutter is bad)

I am planning on trying to do this with the introduction of an additional 
right,

	ReportLatestUnownedTickets

which can be granted more sparingly, and modifying the widget 
appropriately.

I'm soliciting advice as to whether this is the obvious best way to do 
this or if there's a preferred approach.

Cheers,
jan


From falcone at bestpractical.com  Fri Sep 18 11:33:21 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 18 Sep 2009 11:33:21 -0400
Subject: [rt-users] Recommended approach for scripted setup of canned
 searches, etc?
In-Reply-To: <alpine.BSF.2.00.0909181332150.11428@tribble.ilrt.bris.ac.uk>
References: <alpine.BSF.2.00.0909181332150.11428@tribble.ilrt.bris.ac.uk>
Message-ID: <20090918153321.GA24160@jibsheet.com>

On Fri, Sep 18, 2009 at 01:35:58PM +0100, jan.grant at bristol.ac.uk wrote:
> I'm looking to try to capture and run as much configuration from the 
> command-line as possible for RT rollout.
> 
> One of the things I'd like to be able to do is to pre-prepare some 
> group-visible saved searches; and, ideally, to do a bit of setup on a 
> user's default home page to run these and show their results.
> 
> The "rt" script tool can't deal with saved searches as of 3.8.4. Is there 
> a plugin that'll teach it how to?
> 
> Alternatively, can the rt-setup-database tool be used to do an incremental 
> update to RT's state after installing the stock initialdata?

You want rt-setup-database --action insert
Look at RTIR for a rather extensive intialdata file

-kevin


From falcone at bestpractical.com  Fri Sep 18 11:35:00 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 18 Sep 2009 11:35:00 -0400
Subject: [rt-users] list unprivileged users
In-Reply-To: <4AB388A9.7070503@e-tera.com>
References: <4AB388A9.7070503@e-tera.com>
Message-ID: <20090918153500.GB24160@jibsheet.com>

On Fri, Sep 18, 2009 at 03:18:33PM +0200, mailinglists wrote:
> Hello,
> 
> Has someone a config option, or AddOn for RT 3.8.2 that would allow to 
> list ALL existing (including unprivileged) users via the gui, in
> Admin/Users/index.html or anywhere else ?
> I can do it with the Shredder, but it's quite dangerous ! and I don't 
> want to let access to the staff using RT.

Search for User Id matches % and you'll get the complete list

-kevin


From falcone at bestpractical.com  Fri Sep 18 11:37:11 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 18 Sep 2009 11:37:11 -0400
Subject: [rt-users] RT Auto Create users
In-Reply-To: <fca1d54a0909180801h773401e7x68cfd80e6c4ddf0@mail.gmail.com>
References: <fca1d54a0909180801h773401e7x68cfd80e6c4ddf0@mail.gmail.com>
Message-ID: <20090918153711.GC24160@jibsheet.com>

On Fri, Sep 18, 2009 at 12:01:26PM -0300, Sergio Charpinel Jr. wrote:

>    Is it possible to disable the auto creation of users by email or login?
>    I want to just let registered users to open ticket by mail.
>    Is it possible?

Don't grant Everyone and Unprivileged CreateTicket

-kevin


From rtlist at box11.org  Fri Sep 18 11:42:46 2009
From: rtlist at box11.org (Eric Horne)
Date: Fri, 18 Sep 2009 08:42:46 -0700
Subject: [rt-users] Attachment issues
Message-ID: <4AB3AA76.4040502@box11.org>

I posted a few days back, but didn't get a response. Can anyone point me 
in the right direction here?

RT 3.8.2, PERL 5.10.0; MySQL 5.x; Fedora 10

I have followed the instructions in UPGRADING.mysql (although I did so 
*after* the fact; my RT was installed via yum/RPM).

Images, PDFs all seem to store correctly. Office documents do not. I 
noticed their MIME types are text/plain, while images and PDFs MIME 
types are as appropriate for the type. The Attachments table looks 
correct with the default char type of utf8 (which confuses me; the 
script in UPGRADING creates a script that sets default char set to utf8, 
yet there is all sort of warnings in the doc not to set default char set 
to utf8).

Can anyone help me clear up my confusion here?

Thanks

-Eric


From G.Booth at lboro.ac.uk  Fri Sep 18 12:42:43 2009
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Fri, 18 Sep 2009 17:42:43 +0100
Subject: [rt-users] rt 3.8.4 case sensitivity for e-mail addresses
Message-ID: <ximss-6949548@frim.lboro.ac.uk>

Hi

We're having a small issue with e-mail case sensitivity. User 
J.Smith at blah.com works as long as the case exactly matches, attempting to 
reply to a case as j.smith at blah.com causes the following message:

RT could not load a valid user, and RT's configuration does not allowfor the 
creation of a new user for this email (j.smith at blah.com).


I've had a look through the wiki and the mail archives and drawn a blank.
Does anybody know if there is a way to make RT not care about the case of 
the mail address

We're using a MySQL backend and EXIM mta

regards
Garry


--

Dr Garry Booth
IT Services
Loughborough University


From jpierce at cambridgeenergyalliance.org  Fri Sep 18 13:05:20 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 18 Sep 2009 13:05:20 -0400
Subject: [rt-users] rt 3.8.4 case sensitivity for e-mail addresses
In-Reply-To: <ximss-6949548@frim.lboro.ac.uk>
References: <ximss-6949548@frim.lboro.ac.uk>
Message-ID: <be7163f0909181005p42e6edferf03c8eddc3e40f3a@mail.gmail.com>

> I've had a look through the wiki and the mail archives and drawn a blank.
> Does anybody know if there is a way to make RT not care about the case of
> the mail address
Check again. It's nothing to do with the email address,
but rather the collation set for your MySQL tables.

Note that even with a case-insensitive collation,
fulltext search is always case-sensitive... :-/


From andy.speagle at wichita.edu  Fri Sep 18 13:47:36 2009
From: andy.speagle at wichita.edu (Andy Speagle)
Date: Fri, 18 Sep 2009 12:47:36 -0500
Subject: [rt-users] Custom Global Scrip Not Firing
Message-ID: <1253296056.3358.1291.camel@muaddib.wichita.edu>

Hi All,

I'm a little stumped, I've created scrips before for other scenarios,
but I created a simple global "On Create" scrip... and I can't see in
the logs that it's even trying to use it when I create a ticket.

Can anyone point me in the right direction...?
-- 
Andy Speagle

"THE Student" - UCATS
Wichita State University
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 197 bytes
Desc: This is a digitally signed message part
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090918/50496c8d/attachment.sig>

From allen+rtlist at crystalfontz.com  Fri Sep 18 13:55:29 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Fri, 18 Sep 2009 10:55:29 -0700
Subject: [rt-users] list unprivileged users
Message-ID: <885d981e0909181055y6ed6c4a7o3c69e10166e5b446@mail.gmail.com>

> Has someone a config option, or AddOn for RT 3.8.2 that would allow to
> list ALL existing (including unprivileged) users via the gui,

The BecomeUser plugin will list all users, though it takes a while for
the page to load
http://search.cpan.org/~jpierce/RTx-BecomeUser/lib/RTx/BecomeUser.pm

After install, you get there by going to: Configuration, Tools, Become User
You need to the "ShowConfigtab" right to get there, I think.


From kmckinnis at tivo.com  Fri Sep 18 14:10:40 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Fri, 18 Sep 2009 11:10:40 -0700
Subject: [rt-users] Apache2::RequestIO::rflush: Connection reset by
 peer/Software caused connection abort
Message-ID: <79E0423E511EB7469840F12A98F81BC80475A5A2E2@CORPEX01.Tivo.com>

Has anyone seen these errors before? It's causing an http timeout from our monitoring system.

Sep 18 04:02:13 sjspdsupport RT: Apache2::RequestIO::rflush: (104) Connection reset by peer at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 1020 (/usr/bin/webmux.pl:125)
Sep 18 04:02:14 sjspdsupport RT: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 1020 (/usr/bin/webmux.pl:125)



~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090918/82edd10e/attachment.htm>

From slander at hearstsc.com  Fri Sep 18 14:07:41 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Fri, 18 Sep 2009 14:07:41 -0400
Subject: [rt-users] list unprivileged users
In-Reply-To: <885d981e0909181055y6ed6c4a7o3c69e10166e5b446@mail.gmail.com>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06971444A2@RCLTEXCMS02.resource.hearstcorp.com>

The easiest way I know of is, at the bottom of the Configuration->Users page, check the 'Include disabled users in search" box, and in the query box, just put a %  (sql wild card).    You should get a list of everyone there!



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Allen
Sent: Friday, September 18, 2009 1:55 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] list unprivileged users

> Has someone a config option, or AddOn for RT 3.8.2 that would allow to
> list ALL existing (including unprivileged) users via the gui,

The BecomeUser plugin will list all users, though it takes a while for the page to load http://search.cpan.org/~jpierce/RTx-BecomeUser/lib/RTx/BecomeUser.pm

After install, you get there by going to: Configuration, Tools, Become User You need to the "ShowConfigtab" right to get there, I think.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support: 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 e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------



From slander at hearstsc.com  Fri Sep 18 14:04:49 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Fri, 18 Sep 2009 14:04:49 -0400
Subject: [rt-users] Custom Global Scrip Not Firing
In-Reply-To: <1253296056.3358.1291.camel@muaddib.wichita.edu>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06971444A1@RCLTEXCMS02.resource.hearstcorp.com>


I ran into this the other day, too.   The logs never showed my scrip firing (not even in debug), but, if I put a print in the definition, I could see my print statement in the logs....

For me, it turned out to be an error in the template that my scrip was calling.   Fixed the template, and all was well.
Try using a known good template for experimenting purposes?


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andy Speagle
Sent: Friday, September 18, 2009 1:48 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Custom Global Scrip Not Firing

Hi All,

I'm a little stumped, I've created scrips before for other scenarios, but I created a simple global "On Create" scrip... and I can't see in the logs that it's even trying to use it when I create a ticket.

Can anyone point me in the right direction...?
--
Andy Speagle

"THE Student" - UCATS
Wichita State University
------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------



From andy.speagle at wichita.edu  Fri Sep 18 14:31:51 2009
From: andy.speagle at wichita.edu (Andy Speagle)
Date: Fri, 18 Sep 2009 13:31:51 -0500
Subject: [rt-users] Custom Global Scrip Not Firing
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06971444A1@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B06971444A1@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <1253298711.3358.1295.camel@muaddib.wichita.edu>

On Fri, 2009-09-18 at 13:04 -0500, Lander, Scott wrote:
> I ran into this the other day, too.   The logs never showed my scrip
> firing (not even in debug), but, if I put a print in the definition, I
> could see my print statement in the logs....
> 
> For me, it turned out to be an error in the template that my scrip was
> calling.   Fixed the template, and all was well.
> Try using a known good template for experimenting purposes?

Aye, I found that it was a simple error in my code.  I am normally able
to debug things using $RT::Logger ... and it finally dawned on me (I'm
kinda slow) that since I wasn't even getting that, that something must
have been syntactically wrong with my code... to the point that Perl was
laughing at me at a fundamental level.

Sure enough... about that... I was painfully correct.  I apologize for
the mailing list chatter.

Thanks!
-- 
Andy Speagle

"THE Student" - UCATS
Wichita State University
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 197 bytes
Desc: This is a digitally signed message part
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090918/ab3e73f2/attachment.sig>

From jpierce at cambridgeenergyalliance.org  Fri Sep 18 15:38:41 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 18 Sep 2009 15:38:41 -0400
Subject: [rt-users] list unprivileged users
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06971444A2@RCLTEXCMS02.resource.hearstcorp.com>
References: <885d981e0909181055y6ed6c4a7o3c69e10166e5b446@mail.gmail.com> 
	<39A20BAEB14A6344A0646DD5C8F98D4B06971444A2@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <be7163f0909181238x72fb82c7n654ce0f7a9635548@mail.gmail.com>

On Fri, Sep 18, 2009 at 14:07, Lander, Scott <slander at hearstsc.com> wrote:
> The easiest way I know of is, at the bottom of the Configuration->Users page, check the 'Include disabled users in search" box, and in the query box, just put a % ?(sql wild card). ? ?You should get a list of everyone there!
This is what Kevin said above.

RTx::BecomeUser is relatively quick, and will list
priveleged and unpriveleged separately, but in select
fields and you must have SuperUser.

If using the wildcard trick, you can get everyone on one
page by tweaking the URI, and also speed things up by eliminating
extraneous info/markup e.g;

/Admin/Users/index.html?Format=%27__id__%2C__Name__%2C__RealName__&Rows=10000&UserField=Name&UserOp=LIKE&UserString=%25

That actually loads faster on my box than a single page of the the
default formatted table.


From kmckinnis at tivo.com  Fri Sep 18 15:56:23 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Fri, 18 Sep 2009 12:56:23 -0700
Subject: [rt-users] Apache2::RequestIO::rflush: Connection reset by
 peer/Software caused connection abort
In-Reply-To: <79E0423E511EB7469840F12A98F81BC80475A5A2E2@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC80475A5A2E2@CORPEX01.Tivo.com>
Message-ID: <79E0423E511EB7469840F12A98F81BC80475A5A2E5@CORPEX01.Tivo.com>

This is now happening repeatedly. Everything I've read said that this is caused by someone hitting the stop button on the browser. However, this is directly correlated with Xymon checks, and I have a hard time believing that's the cause. I'd love to hear if anyone else has experienced this.

Thanks!

________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Friday, September 18, 2009 11:11 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Apache2::RequestIO::rflush: Connection reset by peer/Software caused connection abort

Has anyone seen these errors before? It's causing an http timeout from our monitoring system.

Sep 18 04:02:13 sjspdsupport RT: Apache2::RequestIO::rflush: (104) Connection reset by peer at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 1020 (/usr/bin/webmux.pl:125)
Sep 18 04:02:14 sjspdsupport RT: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 1020 (/usr/bin/webmux.pl:125)



~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090918/5c405132/attachment.htm>

From smcclure at rice.edu  Fri Sep 18 17:53:15 2009
From: smcclure at rice.edu (Susan McClure)
Date: Fri, 18 Sep 2009 16:53:15 -0500
Subject: [rt-users] AT 1.2.4b1 with RT 3.8.4 install fails Can't locate
Message-ID: <4AB4014B.7030004@rice.edu>

Hi,
I am finally back to working on this... but I am now trying to install 
AT 1.2.4b1 on
RT 3.8.5 on a RHE Linux system.  I am still having the failure, after 
modifying
the  /opt/rt3/local/lib/RTx/AssetTracker/System.pm file as suggested.  I 
still fail.
Do you have any other suggestions, esp. with 3.8.5 ?

I modified it after the "make" and before the "make install" but still 
fail with
similar error:

> make[1]: Leaving directory `/opt/opt.CORE/rt-3.8/src/AT_1.2.4b1'
> /usr/bin/perl /opt/rt3/local/sbin//at-setup-database --action init 
> --datadir ./etc/AssetTracker/ --dba postgres --prompt-for-dba-password
> Name "RT::DatabaseHost" used only once: possible typo at 
> /opt/rt3/local/sbin//at-setup-database line 221.
> In order to create or update your RT database,this script needs to 
> connect to your Pg instance on localhost as postgres.
> Please specify that user's database password below. If the user has no 
> database
> password, just press return.
>
> Password:
> Now populating AssetTracker database schema.
> Creating database schema.
> Done setting up database schema.
> Now inserting AssetTracker database ACLs
> WARNING:  sequence "at_types_id_seq" only supports USAGE, SELECT, and 
> UPDATE privileges
> WARNING:  sequence "at_assets_id_seq" only supports USAGE, SELECT, and 
> UPDATE privileges
> WARNING:  sequence "at_ips_id_seq" only supports USAGE, SELECT, and 
> UPDATE privileges
> WARNING:  sequence "at_ports_id_seq" only supports USAGE, SELECT, and 
> UPDATE privileges
> Done setting up database ACLs.
> Now inserting AssetTracker data
> Creating Superuser  ACL...done.
> [Fri Sep 18 21:43:31 2009] [debug]: About to think about scrips for 
> transaction #105 (/opt/rt3/lib/RT/Transaction_Overlay.pm:163)
> [Fri Sep 18 21:43:31 2009] [debug]: About to think about scrips for 
> transaction #106 (/opt/rt3/lib/RT/Transaction_Overlay.pm:163)
> Creating groups...77.78.done.
> [Fri Sep 18 21:43:31 2009] [crit]: Can't locate object method 
> "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at 
> /opt/rt3/lib/RT/Principal_Overlay.pm line 327, <DATA> line 323. 
> (/opt/rt3/local/lib/RT.pm:377)
> Can't locate object method "ACLEquivalenceObjects" via package 
> "RTx::AssetTracker::System" at /opt/rt3/lib/RT/Principal_Overlay.pm 
> line 327, <DATA> line 323.
> Creating types...make: *** [initdb] Error 255

your suggestion ......

> hi,
> I have been documenting my findings with AT and this problem is solved like
> this:
>
> Creating types...[Tue Jul 21 19:51:34 2009] [crit]: Can't locate object
> method
> "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at
> /opt/rt3/lib/RT/Principal_Overlay.pm line 327, <SCHEMA> line 78.
> (/opt/rt3/lib/RT.pm:377)
> Can't locate object method "ACLEquivalenceObjects" via package
> "RTx::AssetTracker::System" at /opt/rt3/lib/RT/Principal_Overlay.pm line
> 327,
> <SCHEMA> line 78.
> make: *** [initdb] Error 255
>
> What we need is to edit this file:
> /opt/rt3/local/lib/RTx/AssetTracker/System.pm
>
> replace /opt/rt3/local/ with your path for rt-local during the configure
> step.
>
> Add at the end of the file, but right before the last line that only has '1'
> in it, this line:
>
> sub ACLEquivalenceObjects { return () };
>
>   



From jscheller at ElementPS.com  Fri Sep 18 20:24:24 2009
From: jscheller at ElementPS.com (Jeff Scheller)
Date: Fri, 18 Sep 2009 17:24:24 -0700
Subject: [rt-users] Multiuser Approvals
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F02122A765D@EXCCR01.eps.local>

I am looking to implement a change control process which will require the approval from any 2 of a group of 3 individuals in order to be completed.  Seems there is a bunch of scrips out there which allow multistage serial approvals but nothing which requires  X number of people in a certain group to approve.

The only thing I can think of doing is some kind of nested approval process where:

Initial request comes in and approval ticket goes to a group containing user1, user2 and user3.
If user1 approves make new approval ticket for group containing user2 and user3
If user2 approves make new approval ticker for group containing user1 and user3
If user3 approves make new approval ticket for group containing user1 and user2

If someone has a better solution or better yet a pre-written scrip that would do this it would really help.  Any thoughts?

Jeffrey Scheller
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090918/634d5582/attachment.htm>

From natxo.asenjo at gmail.com  Sat Sep 19 02:42:51 2009
From: natxo.asenjo at gmail.com (Natxo Asenjo)
Date: Sat, 19 Sep 2009 08:42:51 +0200
Subject: [rt-users] AT 1.2.4b1 with RT 3.8.4 install fails Can't locate
In-Reply-To: <4AB4014B.7030004@rice.edu>
References: <4AB4014B.7030004@rice.edu>
Message-ID: <90f6e8270909182342recf7ed0me14a77995937045b@mail.gmail.com>

On Fri, Sep 18, 2009 at 11:53 PM, Susan McClure <smcclure at rice.edu> wrote:

> Hi,
> I am finally back to working on this... but I am now trying to install AT
> 1.2.4b1 on
> RT 3.8.5 on a RHE Linux system.  I am still having the failure, after
> modifying
> the  /opt/rt3/local/lib/RTx/AssetTracker/System.pm file as suggested.  I
> still fail.
> Do you have any other suggestions, esp. with 3.8.5 ?
>
> I modified it after the "make" and before the "make install" but still fail
> with
> similar error:
>

[knip]


> [Fri Sep 18 21:43:31 2009] [crit]: Can't locate object method
> "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at
> /opt/rt3/lib/RT/Principal_Overlay.pm line 327, <DATA> line 323.
> (/opt/rt3/local/lib/RT.pm:377)
>
>> Can't locate object method "ACLEquivalenceObjects" via package
>> "RTx::AssetTracker::System" at /opt/rt3/lib/RT/Principal_Overlay.pm line
>> 327, <DATA> line 323.
>> Creating types...make: *** [initdb] Error 255
>>
>
ok, I'm sorry, I guess I was not specific enough. You do not need to re-make
the installation of AT, you are done with it once you saw the error. What
you need to do is just modify the System.pm file and add the new subroutine.

I have here a installation instruction for debian lenny and RT 3.8.4 (but it
is a source installation, so it should be not very different in RH):
http://test.asenjo.nl/index.php/Installation_on_debian_lenny#Installation_Asset_Tracker

I plan to document the installation for centos, when I get some free time
(now it is very busy professional and personally).

Let me know if it works!

Natxo
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090919/7bf49b80/attachment.htm>

From rt-id-45 at lists.lorens.org  Sat Sep 19 23:56:05 2009
From: rt-id-45 at lists.lorens.org (Lorens Kockum)
Date: Sun, 20 Sep 2009 05:56:05 +0200
Subject: [rt-users] RT with forms and workflow?
In-Reply-To: <20090917172627.GK5751@bestpractical.com>
References: <20090830215429.GA19580@dish.lorens.com>
	<20090917172627.GK5751@bestpractical.com>
Message-ID: <20090920035605.GA31022@dish.lorens.com>

On Thu, Sep 17, 2009 at 01:26:27PM -0400, Jesse Vincent wrote:
> 
> > I'm looking for something
> > where one can *easily* create a workflow 
> 
> [3 weeks late, I know] 

Better late than never, especially as it's you. I've continued
to monitor in the hopes of getting a reply.

> This is a MAJOR goal for the RT4 series. [...] trusted users
> can create their own forms and views using only their mouse.

Sounds exactly like what I'm looking for.

While I'm waiting (it certainly doesn't sound as if RT4
is coming for Christmas 2009), it seems to me from your
message that today, admins can create forms and views
using their keyboard?  Sorry if haven't been keeping up
with the technology, but to me RT didn't support forms,
in the sense "custom fields mixed with text and laid out
on a page".  Has that changed?  Searching for "form" on
http://bestpractical.com/rt/features.html certainly doesn't
give that impression.

-- 
Lorens


From david.hobley at mionegroup.com  Mon Sep 21 01:57:21 2009
From: david.hobley at mionegroup.com (David Hobley)
Date: Mon, 21 Sep 2009 15:57:21 +1000 (EST)
Subject: [rt-users] shredder stuck!
In-Reply-To: <14121868.322911253512581770.JavaMail.root@mail.onegrp.com>
Message-ID: <27769761.322961253512641042.JavaMail.root@mail.onegrp.com>

Hello, 

I am running the shredder over our database and it has been dutifully deleting the deleted tickets as requested. It has processed around 20,000 so far but is now stuck with the following output in the SQL dump files: 

INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','912264','3107639','912264','10','3107639'); 
INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','912264','3107640','912264','10','3107635'); 
INSERT INTO `GroupMembers`(`groupid`,`id`,`memberid`) VALUES('912264','1168372','10'); 
INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','912264','3107635','912264','912264','3107635'); 
INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype 
`,`timetaken`,`type`) VALUES('2008-09-26 23:23:48','228052',NULL,NULL,'2001691',NULL,NULL,'912264','RT::Group',NULL,NULL,NULL,'0','Create'); 
INSERT INTO `Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`) VALUES(NULL,'RT::Ticket-Role','912264','192693',NULL,'Owner'); 
INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`) VALUES('0','912264','912264','Group'); 

No other errors or warnings that I can see. Would anyone have any ideas why it is stuck? 

-- 
Cheers, 
David 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090921/3f4f1c16/attachment.htm>

From slander at hearstsc.com  Mon Sep 21 07:43:58 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Mon, 21 Sep 2009 07:43:58 -0400
Subject: [rt-users] AT 1.2.4b1 with RT 3.8.4 install fails Can't locate
In-Reply-To: <90f6e8270909182342recf7ed0me14a77995937045b@mail.gmail.com>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0697144531@RCLTEXCMS02.resource.hearstcorp.com>

Another way around this error is to add the sub routine to the system.pm file in the src directory before doing the make.    The results are the same, but, at least you don't see the error!

________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Natxo Asenjo
Sent: Saturday, September 19, 2009 2:43 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] AT 1.2.4b1 with RT 3.8.4 install fails Can't locate

On Fri, Sep 18, 2009 at 11:53 PM, Susan McClure <smcclure at rice.edu<mailto:smcclure at rice.edu>> wrote:
Hi,
I am finally back to working on this... but I am now trying to install AT 1.2.4b1 on
RT 3.8.5 on a RHE Linux system.  I am still having the failure, after modifying
the  /opt/rt3/local/lib/RTx/AssetTracker/System.pm file as suggested.  I still fail.
Do you have any other suggestions, esp. with 3.8.5 ?

I modified it after the "make" and before the "make install" but still fail with
similar error:

[knip]

[Fri Sep 18 21:43:31 2009] [crit]: Can't locate object method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at /opt/rt3/lib/RT/Principal_Overlay.pm line 327, <DATA> line 323. (/opt/rt3/local/lib/RT.pm:377)
Can't locate object method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at /opt/rt3/lib/RT/Principal_Overlay.pm line 327, <DATA> line 323.
Creating types...make: *** [initdb] Error 255

ok, I'm sorry, I guess I was not specific enough. You do not need to re-make the installation of AT, you are done with it once you saw the error. What you need to do is just modify the System.pm file and add the new subroutine.

I have here a installation instruction for debian lenny and RT 3.8.4 (but it is a source installation, so it should be not very different in RH): http://test.asenjo.nl/index.php/Installation_on_debian_lenny#Installation_Asset_Tracker

I plan to document the installation for centos, when I get some free time (now it is very busy professional and personally).

Let me know if it works!

Natxo
------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090921/5706372e/attachment.htm>

From Mike.Johnson at NorMed.ca  Mon Sep 21 08:46:06 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Mon, 21 Sep 2009 08:46:06 -0400
Subject: [rt-users] rt 3.8.4 case sensitivity for e-mail addresses
In-Reply-To: <be7163f0909181005p42e6edferf03c8eddc3e40f3a@mail.gmail.com>
References: <ximss-6949548@frim.lboro.ac.uk>
	<be7163f0909181005p42e6edferf03c8eddc3e40f3a@mail.gmail.com>
Message-ID: <4AB73D5E.4EF5.001E.0@NorMed.ca>

Also, remember, RT creates users automatically, and the lowercase version of the email address doesn't match an RT user.  
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Jerrad Pierce <jpierce at cambridgeenergyalliance.org> 18/09/2009 1:05 pm >>>
> I've had a look through the wiki and the mail archives and drawn a blank.
> Does anybody know if there is a way to make RT not care about the case of
> the mail address
Check again. It's nothing to do with the email address,
but rather the collation set for your MySQL tables.

Note that even with a case-insensitive collation,
fulltext search is always case-sensitive... :-/
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com ( http://rtbook.bestpractical.com/ )
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090921/73ccccef/attachment.htm>

From eroode at barrack.com  Mon Sep 21 11:13:18 2009
From: eroode at barrack.com (Roode, Eric)
Date: Mon, 21 Sep 2009 11:13:18 -0400
Subject: [rt-users] Need to Merge Users; can't install extension
Message-ID: <26412C18F3707C4DBBE365577A224180056E592C@MX1.barrack.com>

Hello all,
 
    I need to merge a few users.  The "Extensions" page of the wiki says
that RT::Extension::MergeUsers adds a "Merge Users" box to the User
Administration page, which sounds like what I need.
 
    I've never installed an extension before.  That module has no
installation instructions (in fact, its POD seems b0rked).  I tried to
install it via CPAN.pm, but the test suite failed with "Can't locate
RT/Test.pm in @INC".  I tried to install RT::Test, but CPAN.pm said, "No
objects found of any type for argument RT::Test".
 
    How should I install this extension?  Thanks in advance.

Eric J. Roode
Senior Enterprise Developer
Barrack, Rodos & Bacine
(215) 963-0600


 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090921/eb1e2489/attachment.htm>

From mailinglists at e-tera.com  Mon Sep 21 11:17:14 2009
From: mailinglists at e-tera.com (mailinglists)
Date: Mon, 21 Sep 2009 17:17:14 +0200
Subject: [rt-users] list unprivileged users
In-Reply-To: <be7163f0909181238x72fb82c7n654ce0f7a9635548@mail.gmail.com>
References: <885d981e0909181055y6ed6c4a7o3c69e10166e5b446@mail.gmail.com>
	<39A20BAEB14A6344A0646DD5C8F98D4B06971444A2@RCLTEXCMS02.resource.hearstcorp.com>
	<be7163f0909181238x72fb82c7n654ce0f7a9635548@mail.gmail.com>
Message-ID: <4AB798FA.6030808@e-tera.com>

Thank you very much.

I'll use the wildcard because the people who need to list Users aren't 
SuperUsers.
I don't have a lot of users, so the speed isn't problem, but I'm 
interested in your formating, because it's necessary for me to print 
Organization name :
So this is my search :
/Admin/Users/index.html?Format='__id__%2C__Name__%2C__RealName__%2C__Organization__&Order=ASC&OrderBy=Organization&Page=1&Rows=10000&UserField=Name&UserOp=LIKE&UserString=%25

Do you know how I can give it for the rt staff users, like a kind of 
saved search ?

thanks

Jerrad Pierce a ?crit :
> On Fri, Sep 18, 2009 at 14:07, Lander, Scott <slander at hearstsc.com> wrote:
>   
>> The easiest way I know of is, at the bottom of the Configuration->Users page, check the 'Include disabled users in search" box, and in the query box, just put a %  (sql wild card).    You should get a list of everyone there!
>>     
> This is what Kevin said above.
>
> RTx::BecomeUser is relatively quick, and will list
> priveleged and unpriveleged separately, but in select
> fields and you must have SuperUser.
>
> If using the wildcard trick, you can get everyone on one
> page by tweaking the URI, and also speed things up by eliminating
> extraneous info/markup e.g;
>
> /Admin/Users/index.html?Format=%27__id__%2C__Name__%2C__RealName__&Rows=10000&UserField=Name&UserOp=LIKE&UserString=%25
>
> That actually loads faster on my box than a single page of the the
> default formatted table.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   



From mailinglists at e-tera.com  Mon Sep 21 11:28:07 2009
From: mailinglists at e-tera.com (mailinglists)
Date: Mon, 21 Sep 2009 17:28:07 +0200
Subject: [rt-users] Need to Merge Users; can't install extension
In-Reply-To: <26412C18F3707C4DBBE365577A224180056E592C@MX1.barrack.com>
References: <26412C18F3707C4DBBE365577A224180056E592C@MX1.barrack.com>
Message-ID: <4AB79B87.1090809@e-tera.com>

I also need doc about that extention, how it works, for exemple, if I 
keep two users, who have both access to the same tickets, if those users 
can stay "unprivileged"... If you find some documentation, please share it !

thanks
Laetib

Roode, Eric a ?crit :
> Hello all,
>  
>     I need to merge a few users.  The "Extensions" page of the wiki 
> says that RT::Extension::MergeUsers adds a "Merge Users" box to the 
> User Administration page, which sounds like what I need.
>  
>     I've never installed an extension before.  That module has no 
> installation instructions (in fact, its POD seems b0rked).  I tried to 
> install it via CPAN.pm, but the test suite failed with "Can't locate 
> RT/Test.pm in @INC".  I tried to install RT::Test, but CPAN.pm said, 
> "No objects found of any type for argument RT::Test".
>  
>     How should I install this extension?  Thanks in advance.
>
> Eric J. Roode
> Senior Enterprise Developer
> Barrack, Rodos & Bacine
> (215) 963?0600
>
>  
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From falcone at bestpractical.com  Mon Sep 21 11:52:49 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 21 Sep 2009 11:52:49 -0400
Subject: [rt-users] Need to Merge Users; can't install extension
In-Reply-To: <26412C18F3707C4DBBE365577A224180056E592C@MX1.barrack.com>
References: <26412C18F3707C4DBBE365577A224180056E592C@MX1.barrack.com>
Message-ID: <20090921155249.GA98018@jibsheet.com>

On Mon, Sep 21, 2009 at 11:13:18AM -0400, Roode, Eric wrote:
>    Hello all,
> 
>        I need to merge a few users.  The "Extensions" page of the wiki says that
>    RT::Extension::MergeUsers adds a "Merge Users" box to the User Administration page, which
>    sounds like what I need.
> 
>        I've never installed an extension before.  That module has no installation instructions
>    (in fact, its POD seems b0rked).  I tried to install it via CPAN.pm, but the test suite failed
>    with "Can't locate RT/Test.pm in @INC".  I tried to install RT::Test, but CPAN.pm said, "No
>    objects found of any type for argument RT::Test".
>
>        How should I install this extension?  Thanks in advance.

http://cpansearch.perl.org/src/FALCONE/RT-Extension-MergeUsers-0.03/README

That has installation instructions

If you're using a non-3.8 RT you may actually just want to install
0.02 since 0.03 has a bunch of 3.8 specific fixes (as documented in
Changes)

You may find that RT extensions that have tests are more easily
installed by hand instead of using the CPAN shell.

-kevin


From kfcrocker at lbl.gov  Mon Sep 21 12:00:50 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 21 Sep 2009 09:00:50 -0700
Subject: [rt-users] Multiuser Approvals
In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F02122A765D@EXCCR01.eps.local>
References: <7ECD0C8955ADE149B95716B364B4D58F02122A765D@EXCCR01.eps.local>
Message-ID: <4AB7A332.2050601@lbl.gov>

Jeff,

Perhaps creating a Custom Field that has the three individuals as 
possible selections. Then have a scrip that sets the value to the person 
that indicates approval (I have an added ticket status value for that 
and added an option next to "Resolved" in the modify ticket screen). 
Then have another scrip that checks how many values have been set in 
that Custom Field when it is modified. If there are two values there, 
then the ticket has been approved and you can set new statuses, etc. 
based on that finding. Just a thought.

Kenn
LBNL

On 9/18/2009 5:24 PM, Jeff Scheller wrote:
>
> I am looking to implement a change control process which will require 
> the approval from any 2 of a group of 3 individuals in order to be 
> completed.  Seems there is a bunch of scrips out there which allow 
> multistage serial approvals but nothing which requires  X number of 
> people in a certain group to approve.
>
>  
>
> The only thing I can think of doing is some kind of nested approval 
> process where:
>
>  
>
> Initial request comes in and approval ticket goes to a group 
> containing user1, user2 and user3.
>
> If user1 approves make new approval ticket for group containing user2 
> and user3
>
> If user2 approves make new approval ticker for group containing user1 
> and user3
>
> If user3 approves make new approval ticket for group containing user1 
> and user2
>
>  
>
> If someone has a better solution or better yet a pre-written scrip 
> that would do this it would really help.  Any thoughts?
>
>  
>
> *Jeffrey Scheller*
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090921/243bac51/attachment.htm>

From BSnyder at tmcdesign.com  Mon Sep 21 11:48:30 2009
From: BSnyder at tmcdesign.com (Beryl N. Snyder)
Date: Mon, 21 Sep 2009 09:48:30 -0600
Subject: [rt-users] LDAP with AD RT:3.8.4 ExternalAuth
Message-ID: <8ECCCCE8FD270D4087C32B7B0412D5ED628990@hqsvr.tmcdesigncorp.local>

I am running RT 3.8.4 with the RT::Authen::ExternalAuth plugin.  My
Request tracker server  does not appear to be accessing the AD server
for login.   If I run  tcpdump I  do not see a connection to the AD
server being attempted and the local logins still work. Is there another
config file I need to change?  I would be grateful for any help. 

 

The RT_SiteConfig.pm

 

Set($LogToSyslog,'debug');

# THE BASICS:

 

Set($rtname, 'support.example.org');

Set($Organization, 'example.org');

Set($CorrespondAddress , 'bsnyder at domain.com');

Set($CommentAddress , 'comment-test at domain.com');

Set($Timezone , 'US/Mountan'); # obviously choose what suits you

 

#LDAP

Set(@Plugins,qw(RT::Authen::ExternalAuth));

 

 

Set($ExternalAuthPriority,  ['My_LDAP']);

Set($ExternalInfoPriority, ['My_LDAP']);

 

Set($ExternalSettings,      {'My_LDAP'       =>  {

## GENERIC SECTION

# The type of service (db/ldap/cookie)

   'type'                      =>  'ldap',

# The server hosting the service

        'server'                    =>  '10.x.x.x', #Ip  Addy is correct

## SERVICE-SPECIFIC SECTION

# If you can bind to your LDAP server anonymously you should

# remove the user and pass config lines, otherwise specify them here:

#

# The username RT should use to connect to the LDAP server

'user'                      =>  'AD_Info\\LDAP',

'pass'                    =>  'pass',

                                                        #

# The LDAP search base

'base'                      =>  'ou=*,dc=DCinfo,dc=local',

#

# ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!

# YOU **MUST** SPECIFY A filter AND A d_filter!!

#

# The filter to use to match RT-Users

'filter'                    =>  '(objectClass=*)',

# A catch-all example filter: '(objectClass=*)'

#

# The filter that will only match disabled users

'd_filter'                  =>  '(objectClass=FooBarBaz))',

# A catch-none example d_filter: '(objectClass=FooBarBaz)'

#

# Should we try to use TLS to encrypt connections?

'tls'                       =>  0,

# SSL Version to provide to Net::SSLeay *if* using SSL

'ssl_version'               =>  3,

# What other args should I pass to Net::LDAP->new($host, at args)?

'net_ldap_args'             => [    version =>  3   ],

'attr_match_list'           => [    'Name','EmailAddress'],

# The mapping of RT attributes on to LDAP attributes

'attr_map'                  =>  {   'Name' => 'sAMAccountName',

                                   'EmailAddress' => 'mail',

}

                                                    }

                                }

);

 

Set($DatabaseType, 'mysql'); # e.g. Pg or mysql

Set($DatabaseUser , 'rtuser');

Set($DatabasePassword , 'password');

Set($DatabaseName , 'rt3'); # Ensure this is set to rt3!

Set($WebPath , "/rt");

Set($WebBaseURL , "http://support.example.org");

Set(@Plugins,qw(RT::FM));

1;

 

 

Syslog

Sep 18 16:03:49 RequstTracker RT: FAILED LOGIN for testuser from
10.50.1.192 (/opt/rt3/share/html/autohandler:268) 

Sep 18 16:04:17 RequstTracker RT: You've enabled GD, but we couldn't
load the module: Can't locate GD.pm in @INC (@INC contains:
/opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-FM/lib
/opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0
/usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5
/usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .
/etc/apache2) at /opt/rt3/bin/../lib/RT/Config.pm line 365. 

Sep 18 16:04:17 RequstTracker RT: You've enabled GraphViz, but we
couldn't load the module: Can't locate GraphViz.pm in @INC (@INC
contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-FM/lib
/opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0
/usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5
/usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .
/etc/apache2) at /opt/rt3/bin/../lib/RT/Config.pm line 352. 

Sep 18 16:04:17 RequstTracker RT: RT's GnuPG libraries couldn't
successfully read your configured GnuPG home directory
(/opt/rt3/var/data/gpg). PGP support has been disabled 

 

 

Beryl Snyder

 

IT Specialist

TMC Design Corporation

4325 Del Rey BLVD

Las Cruces, NM 88012

Phone: 575-382-4600

Fax: 575-523-8588

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090921/ccc702e8/attachment.htm>

From jpierce at cambridgeenergyalliance.org  Mon Sep 21 11:51:57 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 21 Sep 2009 11:51:57 -0400
Subject: [rt-users] list unprivileged users
In-Reply-To: <4AB798FA.6030808@e-tera.com>
References: <885d981e0909181055y6ed6c4a7o3c69e10166e5b446@mail.gmail.com> 
	<39A20BAEB14A6344A0646DD5C8F98D4B06971444A2@RCLTEXCMS02.resource.hearstcorp.com>
	<be7163f0909181238x72fb82c7n654ce0f7a9635548@mail.gmail.com> 
	<4AB798FA.6030808@e-tera.com>
Message-ID: <be7163f0909210851u628deb6alb6635d74f3bb2928@mail.gmail.com>

> Do you know how I can give it for the rt staff users, like a kind of saved
> search ?
Saved searches are for ticket builder, this is a user search.
They can either create a browser bookmark, or you could
add a link to it in the UI with a Tabs callback.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From Anne.Fradin at gipsa-lab.grenoble-inp.fr  Mon Sep 21 12:15:13 2009
From: Anne.Fradin at gipsa-lab.grenoble-inp.fr (Anne Fradin)
Date: Mon, 21 Sep 2009 18:15:13 +0200
Subject: [rt-users] Can't populating database schema - new rt3.8 installation
Message-ID: <4AB7A691.7030308@gipsa-lab.grenoble-inp.fr>

Hello,
i can't populating database schema for a new installation of 
request-tracker3.8 version : 3.8.4-1
Thank for your help

#rt-setup-database-3.8 --action init --skip-create
Working with:
Type:   mysql
Host:   localhost
Name:   rtdb
User:   request-tracker3
DBA:    request-tracker3 (No DBA)
Now populating database schema.
DBD::mysql::st execute failed: Can't create table 'rtdb.Attachments' 
(errno: 121) at /usr/share/request-tracker3.8/lib/RT/Handle.pm line 506.

-- 
Anne Fradin
Administration Syst?mes et R?seaux
GIPSA-lab - UMR5216
961, Rue de la Houille Blanche - BP 46
38402 Saint Martin d'H?res
T?l : 04.76.82.62.56 
mailto:anne.fradin at gipsa-lab.grenoble-inp.fr



From eroode at barrack.com  Mon Sep 21 12:24:31 2009
From: eroode at barrack.com (Roode, Eric)
Date: Mon, 21 Sep 2009 12:24:31 -0400
Subject: [rt-users] New ticket does not get queue watcher
Message-ID: <26412C18F3707C4DBBE365577A224180056E5975@MX1.barrack.com>

    I have a pretty new installation of 3.8.2 here; have done very
little customization to it.  I have a queue called "support".  That
queue has a user set up as a Cc: watcher, a fellow whose user id is
"sward".  The queue also has a group set up as a Cc: watcher,
"overseers", which has only one member, sward.
 
    When I create a new ticket in the "support" queue, no e-mail goes to
sward.  Also, when you look at the ticket, under the "People" section,
it lists as "Current Watchers" only the requestor, not sward.
 
    What can I check to figure out why sward is not being added to the
Cc watchlist for new tickets in this queue?   Thanks in advance.

Eric J. Roode
Senior Enterprise Developer
Barrack, Rodos & Bacine
(215) 963-0600


 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090921/29c21e1f/attachment.htm>

From nesius at gmail.com  Mon Sep 21 12:15:49 2009
From: nesius at gmail.com (Robert Nesius)
Date: Mon, 21 Sep 2009 11:15:49 -0500
Subject: [rt-users] LDAP with AD RT:3.8.4 ExternalAuth
In-Reply-To: <8ECCCCE8FD270D4087C32B7B0412D5ED628990@hqsvr.tmcdesigncorp.local>
References: <8ECCCCE8FD270D4087C32B7B0412D5ED628990@hqsvr.tmcdesigncorp.local>
Message-ID: <cac10ddc0909210915m7fea8bbek9f603be90f0017c7@mail.gmail.com>

?>>? Set(@Plugins,qw(RT::FM));

You need to turn on the extension by adding the
RT::Authen::ExternalAuth module to that quoted array.

Also, I saw this below:

>> # The username RT should use to connect to the LDAP server
>> 'user'????????????????????? =>? 'AD_Info\\LDAP',
>> 'pass'??????????????????? =>? 'pass',

That may or may not work.  If your user is LDAP, you may actually need
to use: LDAP at domain.yourcompany.com, and you may need to add the
@domain.yourcompany.com as an auto-appended suffix so your users can
log on with their basic username.

-Rob

On Mon, Sep 21, 2009 at 10:48 AM, Beryl N. Snyder <BSnyder at tmcdesign.com> wrote:
>
> I am running RT 3.8.4 with the RT::Authen::ExternalAuth plugin.? My Request tracker server ?does not appear to be accessing the AD server for login.? ?If I run ?tcpdump I ?do not see a connection to the AD server being attempted and the local logins still work. Is there another config file I need to change? ?I would be grateful for any help.
>
>
>
> The RT_SiteConfig.pm
>
>
>
> Set($LogToSyslog,'debug');
>
> # THE BASICS:
>
>
>
> Set($rtname, 'support.example.org');
>
> Set($Organization, 'example.org');
>
> Set($CorrespondAddress , 'bsnyder at domain.com');
>
> Set($CommentAddress , 'comment-test at domain.com');
>
> Set($Timezone , 'US/Mountan'); # obviously choose what suits you
>
>
>
> #LDAP
>
> Set(@Plugins,qw(RT::Authen::ExternalAuth));
>
>
>
>
>
> Set($ExternalAuthPriority,? ['My_LDAP']);
>
> Set($ExternalInfoPriority, ['My_LDAP']);
>
>
>
> Set($ExternalSettings,????? {'My_LDAP'?????? =>? {
>
> ## GENERIC SECTION
>
> # The type of service (db/ldap/cookie)
>
> ?? 'type'????????????????????? =>? 'ldap',
>
> # The server hosting the service
>
> ??????? 'server'??????????????????? =>? '10.x.x.x', #Ip? Addy is correct
>
> ## SERVICE-SPECIFIC SECTION
>
> # If you can bind to your LDAP server anonymously you should
>
> # remove the user and pass config lines, otherwise specify them here:
>
> #
>
> # The username RT should use to connect to the LDAP server
>
> 'user'????????????????????? =>? 'AD_Info\\LDAP',
>
> 'pass'??????????????????? =>? 'pass',
>
> ??????????????????????????????????????????????????????? #
>
> # The LDAP search base
>
> 'base'????????????????????? =>? 'ou=*,dc=DCinfo,dc=local',
>
> #
>
> # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
>
> # YOU **MUST** SPECIFY A filter AND A d_filter!!
>
> #
>
> # The filter to use to match RT-Users
>
> 'filter'??????????????????? =>? '(objectClass=*)',
>
> # A catch-all example filter: '(objectClass=*)'
>
> #
>
> # The filter that will only match disabled users
>
> 'd_filter'?????? ???????????=>? '(objectClass=FooBarBaz))',
>
> # A catch-none example d_filter: '(objectClass=FooBarBaz)'
>
> #
>
> # Should we try to use TLS to encrypt connections?
>
> 'tls'?????????????????????? =>? 0,
>
> # SSL Version to provide to Net::SSLeay *if* using SSL
>
> 'ssl_version'?????????????? =>? 3,
>
> # What other args should I pass to Net::LDAP->new($host, at args)?
>
> 'net_ldap_args'???????????? => [??? version =>? 3?? ],
>
> 'attr_match_list'?????????? => [??? 'Name','EmailAddress'],
>
> # The mapping of RT attributes on to LDAP attributes
>
> 'attr_map'????????????????? =>? {?? 'Name' => 'sAMAccountName',
>
> ?????????????????????????????????? 'EmailAddress' => 'mail',
>
> }
>
> ??????????????????????????????????????????????????? }
>
> ??? ????????????????????????????}
>
> );
>
>
>
> Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
>
> Set($DatabaseUser , 'rtuser');
>
> Set($DatabasePassword , 'password');
>
> Set($DatabaseName , 'rt3'); # Ensure this is set to rt3!
>
> Set($WebPath , "/rt");
>
> Set($WebBaseURL , "http://support.example.org");
>
> Set(@Plugins,qw(RT::FM));
>
> 1;
>
>
>
>
>
> Syslog
>
> Sep 18 16:03:49 RequstTracker RT: FAILED LOGIN for testuser from 10.50.1.192 (/opt/rt3/share/html/autohandler:268)
>
> Sep 18 16:04:17 RequstTracker RT: You've enabled GD, but we couldn't load the module: Can't locate GD.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt3/bin/../lib/RT/Config.pm line 365.
>
> Sep 18 16:04:17 RequstTracker RT: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt3/bin/../lib/RT/Config.pm line 352.
>
> Sep 18 16:04:17 RequstTracker RT: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled
>
>
>
>
>
> Beryl Snyder
>
>
>
> IT Specialist
>
> TMC Design Corporation
>
> 4325 Del Rey BLVD
>
> Las Cruces, NM 88012
>
> Phone: 575-382-4600
>
> Fax: 575-523-8588
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From falcone at bestpractical.com  Mon Sep 21 12:51:04 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 21 Sep 2009 12:51:04 -0400
Subject: [rt-users] Can't populating database schema - new rt3.8
 installation
In-Reply-To: <4AB7A691.7030308@gipsa-lab.grenoble-inp.fr>
References: <4AB7A691.7030308@gipsa-lab.grenoble-inp.fr>
Message-ID: <20090921165104.GB98018@jibsheet.com>

On Mon, Sep 21, 2009 at 06:15:13PM +0200, Anne Fradin wrote:
> Hello,
> i can't populating database schema for a new installation of 
> request-tracker3.8 version : 3.8.4-1
> Thank for your help
> 
> #rt-setup-database-3.8 --action init --skip-create

I'm curious, where did you see --skip-create documented as an argument?
If I run your command I get a warning about --skip-create

I think you want to run
--action coredata
--action insert --datafile etc/initialdata

in order to skip DB creation, schema creation and acl creation.

-kevin

> Working with:
> Type:   mysql
> Host:   localhost
> Name:   rtdb
> User:   request-tracker3
> DBA:    request-tracker3 (No DBA)
> Now populating database schema.
> DBD::mysql::st execute failed: Can't create table 'rtdb.Attachments' 
> (errno: 121) at /usr/share/request-tracker3.8/lib/RT/Handle.pm line 506.


From eroode at barrack.com  Mon Sep 21 13:22:00 2009
From: eroode at barrack.com (Roode, Eric)
Date: Mon, 21 Sep 2009 13:22:00 -0400
Subject: [rt-users] Need to Merge Users; can't install extension
In-Reply-To: <20090921155249.GA98018@jibsheet.com>
References: <26412C18F3707C4DBBE365577A224180056E592C@MX1.barrack.com>
	<20090921155249.GA98018@jibsheet.com>
Message-ID: <26412C18F3707C4DBBE365577A224180056E5999@MX1.barrack.com>

On Monday, September 21, 2009, Kevin Falcone wrote:
>
> On Mon, Sep 21, 2009 at 11:13:18AM -0400, Roode, Eric wrote:
[...]
> >
> >        How should I install this extension?  Thanks in advance.
> 
>
http://cpansearch.perl.org/src/FALCONE/RT-Extension-MergeUsers-0.03/READ
ME
> 
> That has installation instructions
> 
> If you're using a non-3.8 RT you may actually just want to install
> 0.02 since 0.03 has a bunch of 3.8 specific fixes (as documented in
> Changes)
> 
> You may find that RT extensions that have tests are more easily
> installed by hand instead of using the CPAN shell.

Okay, I did that, and restarted apache, but never saw any change
to the User Administration pages.

However, installing the module did install a script, rt-mergeusers,
in the rt3 bin directory, and I successfully used that to merge
the users.

Thank you!



From kfcrocker at lbl.gov  Mon Sep 21 13:27:13 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 21 Sep 2009 10:27:13 -0700
Subject: [rt-users] New ticket does not get queue watcher
In-Reply-To: <26412C18F3707C4DBBE365577A224180056E5975@MX1.barrack.com>
References: <26412C18F3707C4DBBE365577A224180056E5975@MX1.barrack.com>
Message-ID: <4AB7B771.3040001@lbl.gov>

Eric,

Let me claify a couple things for you:

1) A /*Queue*/ 'CC' Watcher is not the same as a 'CC' /*Ticket 
*/watcher. Having "sward" as the /*Queue*/ 'CC' watcher will* NOT* get 
him/her put onto all tickets in that queue as a /*Ticket*/ 'CC' watcher. 
Also, you don't need that user in both anyway. Just get your 
notifications set up correctly.
2) Emails do not go out automatically for Queue *OR* ticket watchers 
unless you have a notification scrip for the desired condition.
3) If you create a notification scrip for the Queue 'CC' Watchers, 
"sward" is going to get 2 emails exactly alike. This is because you have 
him a a Queue watcher twice (individually AND in a group).
4) I recommend you remove either the group or "sward" as the Queue 'CC' 
watcher.

Hope this helps.

Kenn
LBNL

On 9/21/2009 9:24 AM, Roode, Eric wrote:
>     I have a pretty new installation of 3.8.2 here; have done very 
> little customization to it.  I have a queue called "support".  That 
> queue has a user set up as a Cc: watcher, a fellow whose user id is 
> "sward".  The queue also has a group set up as a Cc: watcher, 
> "overseers", which has only one member, sward.
>  
>     When I create a new ticket in the "support" queue, no e-mail goes 
> to sward.  Also, when you look at the ticket, under the "People" 
> section, it lists as "Current Watchers" only the requestor, not sward.
>  
>     What can I check to figure out why sward is not being added to the 
> Cc watchlist for new tickets in this queue?   Thanks in advance.
>
> Eric J. Roode
> Senior Enterprise Developer
> Barrack, Rodos & Bacine
> (215) 963?0600
>
>  
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090921/85643452/attachment.htm>

From eroode at barrack.com  Mon Sep 21 14:14:20 2009
From: eroode at barrack.com (Roode, Eric)
Date: Mon, 21 Sep 2009 14:14:20 -0400
Subject: [rt-users] New ticket does not get queue watcher
In-Reply-To: <4AB7B771.3040001@lbl.gov>
References: <26412C18F3707C4DBBE365577A224180056E5975@MX1.barrack.com>
	<4AB7B771.3040001@lbl.gov>
Message-ID: <26412C18F3707C4DBBE365577A224180056E59B3@MX1.barrack.com>

On Monday, September 21, 2009, Ken Crocker wrote:
>
> Eric,
> 
> Let me claify a couple things for you:
> 
> 1) A Queue 'CC' Watcher is not the same as a 'CC' Ticket
> watcher. Having "sward" as the Queue 'CC' watcher will NOT get
> him/her put onto all tickets in that queue as a Ticket 'CC'
> watcher. Also, you don't need that user in both anyway. Just get
> your notifications set up correctly.
> 2) Emails do not go out automatically for Queue OR ticket watchers
> unless you have a notification scrip for the desired condition.
> 3) If you create a notification scrip for the Queue 'CC' Watchers,
> "sward" is going to get 2 emails exactly alike. This is because you
> have him a a Queue watcher twice (individually AND in a group).
> 4) I recommend you remove either the group or "sward" as the Queue
> 'CC' watcher.
 

Thanks for your help.
 
I guess I am unclear on what a Queue CC Watcher is, if it doesn't mean
that the user gets added to newly-created tickets in that queue as a
CC Watcher.
 
I have removed the individual user from the Queue CC Watcher list, and
they are now in there solely as a member of the "overseers" group.
 
What I want is for this user to get notified by e-mail every time a
ticket is created in that queue, and every time a reply is made to any
ticket in that queue, and every time a ticket in that queue is
resolved.
 
I had thought "Queue Watcher" was how to do that.  But it seems that
you're telling me it's not.
 
I have not added, removed, or modified any scrips, site-wide.  When I
call up the "support" queue and click the "Scrips" tab, I see a list
of 11 "Scrips which apply to all queues", which I believe must be the
default out-of-the-box setup.  It includes the following:
 
8   On Comment Notify AdminCcs as Comment with template Admin Comment
9   On Comment Notify Other Recipients as Comment with template
Correspondence
5   On Correspond Notify AdminCcs with template Admin Correspondence
7   On Correspond Notify Other Recipients with template Correspondence
6   On Correspond Notify Requestors and Ccs with template Correspondence
1   On Correspond Open Tickets with template Blank
3   On Create Autoreply To Requestors with template Autoreply
4   On Create Notify AdminCcs with template Transaction
2   On Owner Change Notify Owner with template Transaction
10  On Resolve Notify Requestors with template Resolved
11  On Transaction Extract Subject Tag with template Blank
 
Thanks,
-- Eric




From falcone at bestpractical.com  Mon Sep 21 14:25:37 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 21 Sep 2009 14:25:37 -0400
Subject: [rt-users] New ticket does not get queue watcher
In-Reply-To: <26412C18F3707C4DBBE365577A224180056E59B3@MX1.barrack.com>
References: <26412C18F3707C4DBBE365577A224180056E5975@MX1.barrack.com>
	<4AB7B771.3040001@lbl.gov>
	<26412C18F3707C4DBBE365577A224180056E59B3@MX1.barrack.com>
Message-ID: <20090921182537.GC98018@jibsheet.com>

On Mon, Sep 21, 2009 at 02:14:20PM -0400, Roode, Eric wrote:
> On Monday, September 21, 2009, Ken Crocker wrote:
> I guess I am unclear on what a Queue CC Watcher is, if it doesn't mean
> that the user gets added to newly-created tickets in that queue as a
> CC Watcher.

They will not show in the People part of the Ticket Display, but RT
considers them to be a CC of that ticket for the purpose of
notifications and rights distribution.

> I have removed the individual user from the Queue CC Watcher list, and
> they are now in there solely as a member of the "overseers" group.
>  
> What I want is for this user to get notified by e-mail every time a
> ticket is created in that queue, and every time a reply is made to any
> ticket in that queue, and every time a ticket in that queue is
> resolved.

As Kenn noted, you need to create a Scrip, your list below doesn't
have anything that says On Create Notify Ccs

-kevin

> I had thought "Queue Watcher" was how to do that.  But it seems that
> you're telling me it's not.
>  
> I have not added, removed, or modified any scrips, site-wide.  When I
> call up the "support" queue and click the "Scrips" tab, I see a list
> of 11 "Scrips which apply to all queues", which I believe must be the
> default out-of-the-box setup.  It includes the following:
>  
> 8   On Comment Notify AdminCcs as Comment with template Admin Comment
> 9   On Comment Notify Other Recipients as Comment with template
> Correspondence
> 5   On Correspond Notify AdminCcs with template Admin Correspondence
> 7   On Correspond Notify Other Recipients with template Correspondence
> 6   On Correspond Notify Requestors and Ccs with template Correspondence
> 1   On Correspond Open Tickets with template Blank
> 3   On Create Autoreply To Requestors with template Autoreply
> 4   On Create Notify AdminCcs with template Transaction
> 2   On Owner Change Notify Owner with template Transaction
> 10  On Resolve Notify Requestors with template Resolved
> 11  On Transaction Extract Subject Tag with template Blank
>  
> Thanks,
> -- Eric
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From BSnyder at tmcdesign.com  Mon Sep 21 14:48:32 2009
From: BSnyder at tmcdesign.com (Beryl N. Snyder)
Date: Mon, 21 Sep 2009 12:48:32 -0600
Subject: [rt-users] LDAP with AD RT:3.8.4 ExternalAuth
References: <8ECCCCE8FD270D4087C32B7B0412D5ED628990@hqsvr.tmcdesigncorp.local>
	<cac10ddc0909210915m7fea8bbek9f603be90f0017c7@mail.gmail.com>
Message-ID: <8ECCCCE8FD270D4087C32B7B0412D5ED6289ED@hqsvr.tmcdesigncorp.local>

Thanks Robert, That's what I was missing. Secondly it had to be User at domain.tdl for the LDAP to work 

Beryl Snyder

IT Specialist
TMC Design Corporation
4325 Del Rey BLVD
Las Cruces, NM 88012
Phone: 575-382-4600
Fax: 575-523-8588


-----Original Message-----
From: Robert Nesius [mailto:nesius at gmail.com] 
Sent: Monday, September 21, 2009 10:16 AM
To: Beryl N. Snyder; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] LDAP with AD RT:3.8.4 ExternalAuth

?>>? Set(@Plugins,qw(RT::FM));

You need to turn on the extension by adding the
RT::Authen::ExternalAuth module to that quoted array.

Also, I saw this below:

>> # The username RT should use to connect to the LDAP server
>> 'user'????????????????????? =>? 'AD_Info\\LDAP',
>> 'pass'??????????????????? =>? 'pass',

That may or may not work.  If your user is LDAP, you may actually need
to use: LDAP at domain.yourcompany.com, and you may need to add the
@domain.yourcompany.com as an auto-appended suffix so your users can
log on with their basic username.

-Rob

On Mon, Sep 21, 2009 at 10:48 AM, Beryl N. Snyder <BSnyder at tmcdesign.com> wrote:
>
> I am running RT 3.8.4 with the RT::Authen::ExternalAuth plugin.? My Request tracker server ?does not appear to be accessing the AD server for login.? ?If I run ?tcpdump I ?do not see a connection to the AD server being attempted and the local logins still work. Is there another config file I need to change? ?I would be grateful for any help.
>
>
>
> The RT_SiteConfig.pm
>
>
>
> Set($LogToSyslog,'debug');
>
> # THE BASICS:
>
>
>
> Set($rtname, 'support.example.org');
>
> Set($Organization, 'example.org');
>
> Set($CorrespondAddress , 'bsnyder at domain.com');
>
> Set($CommentAddress , 'comment-test at domain.com');
>
> Set($Timezone , 'US/Mountan'); # obviously choose what suits you
>
>
>
> #LDAP
>
> Set(@Plugins,qw(RT::Authen::ExternalAuth));
>
>
>
>
>
> Set($ExternalAuthPriority,? ['My_LDAP']);
>
> Set($ExternalInfoPriority, ['My_LDAP']);
>
>
>
> Set($ExternalSettings,????? {'My_LDAP'?????? =>? {
>
> ## GENERIC SECTION
>
> # The type of service (db/ldap/cookie)
>
> ?? 'type'????????????????????? =>? 'ldap',
>
> # The server hosting the service
>
> ??????? 'server'??????????????????? =>? '10.x.x.x', #Ip? Addy is correct
>
> ## SERVICE-SPECIFIC SECTION
>
> # If you can bind to your LDAP server anonymously you should
>
> # remove the user and pass config lines, otherwise specify them here:
>
> #
>
> # The username RT should use to connect to the LDAP server
>
> 'user'????????????????????? =>? 'AD_Info\\LDAP',
>
> 'pass'??????????????????? =>? 'pass',
>
> ??????????????????????????????????????????????????????? #
>
> # The LDAP search base
>
> 'base'????????????????????? =>? 'ou=*,dc=DCinfo,dc=local',
>
> #
>
> # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
>
> # YOU **MUST** SPECIFY A filter AND A d_filter!!
>
> #
>
> # The filter to use to match RT-Users
>
> 'filter'??????????????????? =>? '(objectClass=*)',
>
> # A catch-all example filter: '(objectClass=*)'
>
> #
>
> # The filter that will only match disabled users
>
> 'd_filter'?????? ???????????=>? '(objectClass=FooBarBaz))',
>
> # A catch-none example d_filter: '(objectClass=FooBarBaz)'
>
> #
>
> # Should we try to use TLS to encrypt connections?
>
> 'tls'?????????????????????? =>? 0,
>
> # SSL Version to provide to Net::SSLeay *if* using SSL
>
> 'ssl_version'?????????????? =>? 3,
>
> # What other args should I pass to Net::LDAP->new($host, at args)?
>
> 'net_ldap_args'???????????? => [??? version =>? 3?? ],
>
> 'attr_match_list'?????????? => [??? 'Name','EmailAddress'],
>
> # The mapping of RT attributes on to LDAP attributes
>
> 'attr_map'????????????????? =>? {?? 'Name' => 'sAMAccountName',
>
> ?????????????????????????????????? 'EmailAddress' => 'mail',
>
> }
>
> ??????????????????????????????????????????????????? }
>
> ??? ????????????????????????????}
>
> );
>
>
>
> Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
>
> Set($DatabaseUser , 'rtuser');
>
> Set($DatabasePassword , 'password');
>
> Set($DatabaseName , 'rt3'); # Ensure this is set to rt3!
>
> Set($WebPath , "/rt");
>
> Set($WebBaseURL , "http://support.example.org");
>
> Set(@Plugins,qw(RT::FM));
>
> 1;
>
>
>
>
>
> Syslog
>
> Sep 18 16:03:49 RequstTracker RT: FAILED LOGIN for testuser from 10.50.1.192 (/opt/rt3/share/html/autohandler:268)
>
> Sep 18 16:04:17 RequstTracker RT: You've enabled GD, but we couldn't load the module: Can't locate GD.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt3/bin/../lib/RT/Config.pm line 365.
>
> Sep 18 16:04:17 RequstTracker RT: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt3/bin/../lib/RT/Config.pm line 352.
>
> Sep 18 16:04:17 RequstTracker RT: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled
>
>
>
>
>
> Beryl Snyder
>
>
>
> IT Specialist
>
> TMC Design Corporation
>
> 4325 Del Rey BLVD
>
> Las Cruces, NM 88012
>
> Phone: 575-382-4600
>
> Fax: 575-523-8588
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From eroode at barrack.com  Mon Sep 21 15:20:40 2009
From: eroode at barrack.com (Roode, Eric)
Date: Mon, 21 Sep 2009 15:20:40 -0400
Subject: [rt-users] New ticket does not get queue watcher
In-Reply-To: <20090921182537.GC98018@jibsheet.com>
References: <26412C18F3707C4DBBE365577A224180056E5975@MX1.barrack.com><4AB7B771.3040001@lbl.gov><26412C18F3707C4DBBE365577A224180056E59B3@MX1.barrack.com>
	<20090921182537.GC98018@jibsheet.com>
Message-ID: <26412C18F3707C4DBBE365577A224180056E59EE@MX1.barrack.com>

On Monday, September 21, 2009, Kevin Falcone wrote:
> On Mon, Sep 21, 2009 at 02:14:20PM -0400, Roode, Eric wrote:
> > On Monday, September 21, 2009, Ken Crocker wrote:
> > I guess I am unclear on what a Queue CC Watcher is, if it doesn't
mean
> > that the user gets added to newly-created tickets in that queue as a
> > CC Watcher.
> 
> They will not show in the People part of the Ticket Display, but RT
> considers them to be a CC of that ticket for the purpose of
> notifications and rights distribution.

Ah, interesting.  I figured there would be visual confirmation.

> 
> > I have removed the individual user from the Queue CC Watcher list,
and
> > they are now in there solely as a member of the "overseers" group.
> >  
> > What I want is for this user to get notified by e-mail every time a
> > ticket is created in that queue, and every time a reply is made to
any
> > ticket in that queue, and every time a ticket in that queue is
> > resolved.
> 
> As Kenn noted, you need to create a Scrip, your list below doesn't
> have anything that says On Create Notify Ccs

Great, adding a couple of scrips got me what I wanted.

Thank you, Kevin and Ken!

-- Eric



From gleduc at mail.sdsu.edu  Mon Sep 21 17:10:34 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 21 Sep 2009 14:10:34 -0700
Subject: [rt-users] How to call code in RT_SiteConfig.pm?
Message-ID: <4AB7EBCA.9040106@mail.sdsu.edu>

Hi All,

I've put a small subroutine called EmailInMyDomain() into my 
RT_SiteConfig.pm file.  How do I call it from a scrip?  I get an error 
when I try calling it like:
    if ( EmailInMyDomain($email) ) { }
("Undefined subroutine &RT::Action::UserDefined::EmailInMyDomain ...")

Appreciate any help you can give me on this.

Regards,
Gene


From ggreene at minervanetworks.com  Mon Sep 21 13:01:39 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Mon, 21 Sep 2009 10:01:39 -0700
Subject: [rt-users] LDAP with AD RT:3.8.4 ExternalAuth
In-Reply-To: <cac10ddc0909210915m7fea8bbek9f603be90f0017c7@mail.gmail.com>
Message-ID: <C6DCFF83.19850%ggreene@minervanetworks.com>

On 9/21/09 9:15 AM, "Robert Nesius" <nesius at gmail.com> wrote:
> ?>>? Set(@Plugins,qw(RT::FM));
> 
> You need to turn on the extension by adding the
> RT::Authen::ExternalAuth module to that quoted array.
> 
> Also, I saw this below:
> 
>>> # The username RT should use to connect to the LDAP server
>>> 'user'????????????????????? =>? 'AD_Info\\LDAP',
>>> 'pass'??????????????????? =>? 'pass',
> 
> That may or may not work.  If your user is LDAP, you may actually need
> to use: LDAP at domain.yourcompany.com, and you may need to add the
> @domain.yourcompany.com as an auto-appended suffix so your users can
> log on with their basic username.
> 
> -Rob
> 

As long as you're in a single domain forest, you don't need to specify the
NetBIOS name of the domain. When in a multi-domain forest, you should use
the Windows 2000 syntax (user at domain.tld) and then make sure you're pointing
RT at a domain controller for that given domain that has a trust
relationship with the others in the forest.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090921/4d406064/attachment.htm>

From allen+rtlist at crystalfontz.com  Mon Sep 21 20:09:34 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Mon, 21 Sep 2009 17:09:34 -0700
Subject: [rt-users] Patched statdump/statcron scripts
Message-ID: <885d981e0909211709r265b5c0m77396fa8383d4069@mail.gmail.com>

> Does anyone still have a copy of this?

Dunno if you ever found it, but here's a tarball from 2006:

http://www.nabble.com/Patched-statdump-statcron-scripts-td2264154.html

BP wiki updated.

Allen


From dominic.hargreaves at oucs.ox.ac.uk  Mon Sep 21 16:23:11 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Mon, 21 Sep 2009 21:23:11 +0100
Subject: [rt-users] Can't populating database schema - new rt3.8
	installation
In-Reply-To: <20090921165104.GB98018@jibsheet.com>
References: <4AB7A691.7030308@gipsa-lab.grenoble-inp.fr>
	<20090921165104.GB98018@jibsheet.com>
Message-ID: <20090921202311.GA23050@sysdev.oucs.ox.ac.uk>

On Mon, Sep 21, 2009 at 12:51:04PM -0400, Kevin Falcone wrote:
> On Mon, Sep 21, 2009 at 06:15:13PM +0200, Anne Fradin wrote:
> > Hello,
> > i can't populating database schema for a new installation of 
> > request-tracker3.8 version : 3.8.4-1
> > Thank for your help
> > 
> > #rt-setup-database-3.8 --action init --skip-create
> 
> I'm curious, where did you see --skip-create documented as an argument?
> If I run your command I get a warning about --skip-create
> 
> I think you want to run
> --action coredata
> --action insert --datafile etc/initialdata
> 
> in order to skip DB creation, schema creation and acl creation.

--skip-creates is a Debian modification, designed to populate the
database without DBA privileges.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From mahini at apple.com  Mon Sep 21 22:15:09 2009
From: mahini at apple.com (Behzad Mahini)
Date: Mon, 21 Sep 2009 19:15:09 -0700
Subject: [rt-users] Sessions Table is MyISAM - RT 3.8.4
Message-ID: <7B52A348-63A7-4ED9-94FF-E9AE0A2C6896@apple.com>

I have done a fresh installation of RT 3.8.4,  and have done no  
modifications of any sort to the default installation.....and was  
preparing to do my database backup (using mysqldump),and noticed the  
only table that has a MyISAM engine is the 'Sessions' Table (the rest  
are all InnoDB as expected).

My understanding is that all of these tables were to have been of the  
InnoDB engine type (RT's transaction-based requirements/ 
recommendations).

1) Is this by design, or due to an unresolved bug?
2) If this is due to a bug, what is the remedy?
3) If this is by design, what steps need to be taken when it comes to  
MySQL backup, as I will have a combination of InnoDB and MyISAM based  
tables. Note: Per MySQL documentations, InnoDB tables need to be  
backed up with '--single-transaction' flag of mysqldump, and MyISAM  
tables need to be backed up with 'lock-tables'....and the two  
mentioned flags are mutually exclusive (http://dev.mysql.com/doc/refman/5.1/en/mysqldump.html 
).


My Environment:

RT 3.8.4
Mac OS X 10.5.8
MySQL 5.1.37
Apache/2.2.13 (Unix) mod_perl/2.0.4 Perl/v5.8.8 configured


Thanks,
Behzad
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090921/65fd8e4b/attachment.htm>

From cgarcia at ific.uv.es  Tue Sep 22 03:51:14 2009
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Tue, 22 Sep 2009 09:51:14 +0200
Subject: [rt-users] How to delete a dashboard?
Message-ID: <4AB881F2.8000106@ific.uv.es>

Hello,

I have been playing an training with RT for a while and now it is time 
to get it to the real workload. I created lots of tickets, users, 
groups,... and I tuned their privileges while training. Now it is time 
to clear the database, but not all. I want to save the groups and grants 
that I configured, but I want to delete stuff such as testing tickets, 
some custom fields, or some dashboards. I configured Shredder and I have 
succeed deleting tickets. I haven't deleted custom fields yet but I have 
found that selecting "Objects" in Shredder there is a form which has a 
"CustomField" field. Unfortunately, there is no "Dashboard" field. Is 
there any way to delete dashboards? How to do it? It should be easy, 
almost trivial, but now I don't see the way to do it.

Thanking you,
Carlos
-- 
  _______ _______________________________________________________________
| __ __ | Carlos Garc?a Montoro                    Ingeniero Inform?tico
|_\_Y_/_| Instituto de F?sica Corpuscular         Centro Mixto CSIC - UV
|\_] [_/| Servicios Inform?ticos
|  [_]  | Edificio Institutos de Investigaci?n        cgarcia at ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|_______| Espa?a / Spain                              Fax: +34 963543488
-------------- next part --------------
A non-text attachment was scrubbed...
Name: cgarcia.vcf
Type: text/x-vcard
Size: 441 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090922/617d519d/attachment.vcf>

From elacour at easter-eggs.com  Tue Sep 22 05:02:53 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 22 Sep 2009 11:02:53 +0200
Subject: [rt-users] How to delete a dashboard?
In-Reply-To: <4AB881F2.8000106@ific.uv.es>
References: <4AB881F2.8000106@ific.uv.es>
Message-ID: <20090922090253.GB735@easter-eggs.com>

On Tue, Sep 22, 2009 at 09:51:14AM +0200, Carlos Garcia Montoro wrote:
> Hello,
> 
> Unfortunately, there is no "Dashboard" field. Is there any way to
> delete dashboards? How to do it? It should be easy, almost trivial,
> but now I don't see the way to do it.
> 

No need for shredder to delete Dashboards, they can be deleted in the
dashboard menu:

Tools->DashBoards->Select_your_dashboard->Basics->Delete



From jesse at bestpractical.com  Tue Sep 22 09:05:14 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Sep 2009 09:05:14 -0400
Subject: [rt-users] Sessions Table is MyISAM - RT 3.8.4
In-Reply-To: <7B52A348-63A7-4ED9-94FF-E9AE0A2C6896@apple.com>
References: <7B52A348-63A7-4ED9-94FF-E9AE0A2C6896@apple.com>
Message-ID: <20090922130513.GB28718@bestpractical.com>




On Mon, Sep 21, 2009 at 07:15:09PM -0700, Behzad Mahini wrote:
> I have done a fresh installation of RT 3.8.4,  and have done no  
> modifications of any sort to the default installation.....and was  
> preparing to do my database backup (using mysqldump),and noticed the  
> only table that has a MyISAM engine is the 'Sessions' Table (the rest  
> are all InnoDB as expected).
> 
> My understanding is that all of these tables were to have been of the  
> InnoDB engine type (RT's transaction-based requirements/ 
> recommendations).
> 
> 1) Is this by design, or due to an unresolved bug?

Closer to the former than the latter. 

> 2) If this is due to a bug, what is the remedy?

You can use mysql's standard recipe for converting it to an innodb
table.

> 3) If this is by design, what steps need to be taken when it comes to  
> MySQL backup, as I will have a combination of InnoDB and MyISAM based  
> tables. Note: Per MySQL documentations, InnoDB tables need to be  
> backed up with '--single-transaction' flag of mysqldump, and MyISAM  
> tables need to be backed up with 'lock-tables'....and the two  
> mentioned flags are mutually exclusive 
> (http://dev.mysql.com/doc/refman/5.1/en/mysqldump.html ).

Bascially, it's unimportant to back up the sessions table. It's just
user sessions.  The worst case scenario is that your users will need to
log in again after restoring from backup.

> 
> My Environment:
> 
> RT 3.8.4
> Mac OS X 10.5.8
> MySQL 5.1.37
> Apache/2.2.13 (Unix) mod_perl/2.0.4 Perl/v5.8.8 configured
> 
> 
> Thanks,
> Behzad

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

-- 


From jesse at bestpractical.com  Tue Sep 22 09:36:46 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Sep 2009 09:36:46 -0400
Subject: [rt-users] Multiuser Approvals
In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F02122A765D@EXCCR01.eps.local>
References: <7ECD0C8955ADE149B95716B364B4D58F02122A765D@EXCCR01.eps.local>
Message-ID: <20090922133646.GD28718@bestpractical.com>




On Fri, Sep 18, 2009 at 05:24:24PM -0700, Jeff Scheller wrote:
> I am looking to implement a change control process which will require the approval from any 2 of a group of 3 individuals in order to be completed.  Seems there is a bunch of scrips out there which allow multistage serial approvals but nothing which requires  X number of people in a certain group to approve.
> 
> The only thing I can think of doing is some kind of nested approval process where:
> 
> Initial request comes in and approval ticket goes to a group containing user1, user2 and user3.
> If user1 approves make new approval ticket for group containing user2 and user3
> If user2 approves make new approval ticker for group containing user1 and user3
> If user3 approves make new approval ticket for group containing user1 and user2
> 
> If someone has a better solution or better yet a pre-written scrip that would do this it would really help.  Any thoughts?

It sounds like you'd want a custom scrip which, on any approval looks to
see if there are now the right number of approvals and resolves the
third approval ticket (or unlinks it) and marks the initial ticket as
approved.

> Jeffrey Scheller



From sergiocharpinel at gmail.com  Tue Sep 22 10:14:27 2009
From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.)
Date: Tue, 22 Sep 2009 11:14:27 -0300
Subject: [rt-users] Permission ShowTicket
Message-ID: <fca1d54a0909220714r398dba45v65d3d541cde3836f@mail.gmail.com>

Hi,
Is it possible to set permission to restrict group to see only their own
tickets?

Thanks in advance.

-- 
Sergio Roberto Charpinel Jr.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090922/9df64be2/attachment.htm>

From gleduc at mail.sdsu.edu  Tue Sep 22 11:33:43 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 22 Sep 2009 08:33:43 -0700
Subject: [rt-users] How to call code in RT_SiteConfig.pm?
In-Reply-To: <4AB7EBCA.9040106@mail.sdsu.edu>
References: <4AB7EBCA.9040106@mail.sdsu.edu>
Message-ID: <4AB8EE57.2070102@mail.sdsu.edu>

Solving my own problem, but not really answering my own question...

Since I'm trying to call the subroutine from a user-defined action in a 
scrip, I added "package RT::Action::UserDefined;" before the subroutine 
header so that it's in the same context as the scrip.

My question still stands, however.  What package name would code in the 
RT_SiteConfig.pm file be referenced as?

Regards,
Gene

Gene LeDuc wrote:
> Hi All,
> 
> I've put a small subroutine called EmailInMyDomain() into my 
> RT_SiteConfig.pm file.  How do I call it from a scrip?  I get an error 
> when I try calling it like:
>     if ( EmailInMyDomain($email) ) { }
> ("Undefined subroutine &RT::Action::UserDefined::EmailInMyDomain ...")
> 
> Appreciate any help you can give me on this.
> 
> Regards,
> Gene



From kfcrocker at lbl.gov  Tue Sep 22 12:08:05 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 22 Sep 2009 09:08:05 -0700
Subject: [rt-users] Shredder question
Message-ID: <4AB8F665.80200@lbl.gov>

To list,

I haven't used Shredder before so I have a question: when it removes a 
deleted ticket, will it also remove the OBJECTCUSTOMFIELDVALUES records 
as well or just disable them?

Kenn
LBNL


From kfcrocker at lbl.gov  Tue Sep 22 12:39:16 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 22 Sep 2009 09:39:16 -0700
Subject: [rt-users] Permission ShowTicket
In-Reply-To: <fca1d54a0909220714r398dba45v65d3d541cde3836f@mail.gmail.com>
References: <fca1d54a0909220714r398dba45v65d3d541cde3836f@mail.gmail.com>
Message-ID: <4AB8FDB4.8060501@lbl.gov>

Sergio,

Why not just grant "ShowTicket" to the role "Requestors" or "Owners" 
depending on what you meant by "their own tickets"?

Kenn
LBNL

On 9/22/2009 7:14 AM, Sergio Charpinel Jr. wrote:
> Hi,
> Is it possible to set permission to restrict group to see only their 
> own tickets?
>
> Thanks in advance.
>
> -- 
> Sergio Roberto Charpinel Jr.
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090922/702e2374/attachment.htm>

From raubvogel at gmail.com  Tue Sep 22 13:21:35 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Tue, 22 Sep 2009 13:21:35 -0400
Subject: [rt-users] sqlite
Message-ID: <4AB9079F.6050302@gmail.com>

	I've asked this in the channel but could use more than one sentence: 
what is the current status of using sqlite as the db for RT? Where I 
work at they like sqlite a lot but from what I have read so far (could 
be outdated docs), it is not ready for prime time just yet. So, has 
anyone used it? If so, what are your experiences?


From jesse at bestpractical.com  Tue Sep 22 13:31:12 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Sep 2009 13:31:12 -0400
Subject: [rt-users] sqlite
In-Reply-To: <4AB9079F.6050302@gmail.com>
References: <4AB9079F.6050302@gmail.com>
Message-ID: <20090922173112.GT28718@bestpractical.com>




On Tue, Sep 22, 2009 at 01:21:35PM -0400, Mauricio Tavares wrote:
> 	I've asked this in the channel but could use more than one sentence: 
> what is the current status of using sqlite as the db for RT? Where I 
> work at they like sqlite a lot but from what I have read so far (could 
> be outdated docs), it is not ready for prime time just yet. So, has 
> anyone used it? If so, what are your experiences?

SQLite is primarily intended for development and testing environments.
It's not well-suited to a multi-user production environement for RT.

Best,
Jesse


From sergiocharpinel at gmail.com  Tue Sep 22 14:02:07 2009
From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.)
Date: Tue, 22 Sep 2009 14:02:07 -0400
Subject: [rt-users] Permission ShowTicket
In-Reply-To: <fca1d54a0909221101g3cfd228y8fee786a942c525f@mail.gmail.com>
References: <fca1d54a0909220714r398dba45v65d3d541cde3836f@mail.gmail.com>
	<4AB8FDB4.8060501@lbl.gov>
	<fca1d54a0909221101g3cfd228y8fee786a942c525f@mail.gmail.com>
Message-ID: <fca1d54a0909221102y535aadc2q3e70b233927006d7@mail.gmail.com>

I want to let the user see just his own tickets. All the ticket that he had
created.

>
> 2009/9/22 Ken Crocker <kfcrocker at lbl.gov>
>
>  Sergio,
>>
>> Why not just grant "ShowTicket" to the role "Requestors" or "Owners"
>> depending on what you meant by "their own tickets"?
>>
>> Kenn
>> LBNL
>>
>>
>> On 9/22/2009 7:14 AM, Sergio Charpinel Jr. wrote:
>>
>> Hi,
>> Is it possible to set permission to restrict group to see only their own
>> tickets?
>>
>> Thanks in advance.
>>
>> --
>> Sergio Roberto Charpinel Jr.
>>
>> ------------------------------
>>
>> _______________________________________________http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>
>
> --
> Sergio Roberto Charpinel Jr.
>



-- 
Sergio Roberto Charpinel Jr.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090922/b687707a/attachment.htm>

From mahini at apple.com  Tue Sep 22 14:06:57 2009
From: mahini at apple.com (Behzad Mahini)
Date: Tue, 22 Sep 2009 11:06:57 -0700
Subject: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface
	tests failing
Message-ID: <A1DD8557-33F8-48CE-89E7-CED6C1757EDC@apple.com>

I can't finalize my RTIR installation, as I can't do a successful  
installation of the last of the RTIR prerequisites due to a bunch of  
the tests failing for CPAN module GnuPG::Interface. Before posting, I  
did consult all the RTIR documentations, and GnuPG website, and CPAN,  
etc., and could not find anything addressing the failing test  
results...I also note that CPAN's site claims a 68% success rate (Perl  
5.8.8) for tests associated to GnuPG::Interface module.  Details are  
listed below.


My Setup:
=======
RT 3.8.4
RTFM -2.4.2
Mac OS X 10.5.8
MySQL 5.1.37
Apache/2.2.13 (Unix) mod_perl/2.0.4 Perl/v5.8.8 configured


My Installed Prerequisites (for RTIR):
==========================
GnuPG 2.0.13	............(I am planning to use S/MIME, and Gnu's site  
recommended version 2.x as opposed to 1.x of GnuPG)


Concerns:
===========
As I am about to use RTIR for secure purposes, the obvious concern of  
mine in the event I do a CPAN '"force install GnuPG::Interface", is to  
get blind-sided with things that I should have not overlooked as a  
result of the failing tests.


Misc.
=====
I also attempted to do a CPAN installation of module GnuPG (different  
than module GnuPG::Interface)...and of its 25 tests, every single one  
failed. For now I am assuming that I don't need to worry about this  
module as a pre-requisite for a successful installation of RTIR (as  
GnuPG::Interface should suffice).


Here are the output of my (failing) installation of CPAN module  
GnuPG::Interface:
===============================================================

cpan[3]> install GnuPG::Interface
Running install for module 'GnuPG::Interface'
Running make for J/JE/JESSE/GnuPG-Interface-0.36.tar.gz
CPAN: Digest::SHA loaded ok (v5.47)
CPAN: Compress::Zlib loaded ok (v2.02)
Checksum for /usr/local/.cpan/sources/authors/id/J/JE/JESSE/GnuPG- 
Interface-0.36.tar.gz ok
Scanning cache /usr/local/.cpan/build for sizes
............................................................................DONE
CPAN: Archive::Tar loaded ok (v1.52)
GnuPG-Interface-0.36/
GnuPG-Interface-0.36/ChangeLog
GnuPG-Interface-0.36/COPYING
GnuPG-Interface-0.36/lib/
GnuPG-Interface-0.36/lib/GnuPG/
GnuPG-Interface-0.36/lib/GnuPG/Fingerprint.pm
GnuPG-Interface-0.36/lib/GnuPG/Handles.pm
GnuPG-Interface-0.36/lib/GnuPG/Interface.pm
GnuPG-Interface-0.36/lib/GnuPG/Key.pm
GnuPG-Interface-0.36/lib/GnuPG/Options.pm
GnuPG-Interface-0.36/lib/GnuPG/PrimaryKey.pm
GnuPG-Interface-0.36/lib/GnuPG/PublicKey.pm
GnuPG-Interface-0.36/lib/GnuPG/SecretKey.pm
GnuPG-Interface-0.36/lib/GnuPG/Signature.pm
GnuPG-Interface-0.36/lib/GnuPG/SubKey.pm
GnuPG-Interface-0.36/lib/GnuPG/UserId.pm
GnuPG-Interface-0.36/Makefile.PL
GnuPG-Interface-0.36/MANIFEST
GnuPG-Interface-0.36/META.yml
GnuPG-Interface-0.36/NEWS
GnuPG-Interface-0.36/README
GnuPG-Interface-0.36/SIGNATURE
GnuPG-Interface-0.36/t/
GnuPG-Interface-0.36/t/clearsign.t
GnuPG-Interface-0.36/t/decrypt.t
GnuPG-Interface-0.36/t/detach_sign.t
GnuPG-Interface-0.36/t/encrypt.t
GnuPG-Interface-0.36/t/encrypt_symmetrically.t
GnuPG-Interface-0.36/t/export_keys.t
GnuPG-Interface-0.36/t/Fingerprint.t
GnuPG-Interface-0.36/t/get_public_keys.t
GnuPG-Interface-0.36/t/get_secret_keys.t
GnuPG-Interface-0.36/t/GnuPG/
GnuPG-Interface-0.36/t/GnuPG/ComparableFingerprint.pm
GnuPG-Interface-0.36/t/GnuPG/ComparableKey.pm
GnuPG-Interface-0.36/t/GnuPG/ComparablePrimaryKey.pm
GnuPG-Interface-0.36/t/GnuPG/ComparablePublicKey.pm
GnuPG-Interface-0.36/t/GnuPG/ComparableSecretKey.pm
GnuPG-Interface-0.36/t/GnuPG/ComparableSignature.pm
GnuPG-Interface-0.36/t/GnuPG/ComparableSubKey.pm
GnuPG-Interface-0.36/t/GnuPG/ComparableUserId.pm
GnuPG-Interface-0.36/t/import_keys.t
GnuPG-Interface-0.36/t/Interface.t
GnuPG-Interface-0.36/t/list_public_keys.t
GnuPG-Interface-0.36/t/list_secret_keys.t
GnuPG-Interface-0.36/t/list_sigs.t
GnuPG-Interface-0.36/t/MyTest.pm
GnuPG-Interface-0.36/t/MyTestSpecific.pm
GnuPG-Interface-0.36/t/passphrase_handling.t
GnuPG-Interface-0.36/t/sign.t
GnuPG-Interface-0.36/t/sign_and_encrypt.t
GnuPG-Interface-0.36/t/UserId.t
GnuPG-Interface-0.36/t/verify.t
GnuPG-Interface-0.36/t/wrap_call.t
GnuPG-Interface-0.36/test/
GnuPG-Interface-0.36/test/encrypted.1.gpg
GnuPG-Interface-0.36/test/key.1.asc
GnuPG-Interface-0.36/test/options
GnuPG-Interface-0.36/test/passphrase
GnuPG-Interface-0.36/test/plain.1.txt
GnuPG-Interface-0.36/test/public-keys/
GnuPG-Interface-0.36/test/public-keys/1.0.test
GnuPG-Interface-0.36/test/public-keys/1.1.test
GnuPG-Interface-0.36/test/public-keys/2.0.test
GnuPG-Interface-0.36/test/public-keys/2.1.test
GnuPG-Interface-0.36/test/public-keys-sigs/
GnuPG-Interface-0.36/test/public-keys-sigs/1.0.test
GnuPG-Interface-0.36/test/public-keys-sigs/1.1.test
GnuPG-Interface-0.36/test/public-keys-sigs/2.0.test
GnuPG-Interface-0.36/test/public-keys-sigs/2.1.test
GnuPG-Interface-0.36/test/pubring.gpg
GnuPG-Interface-0.36/test/secret-keys/
GnuPG-Interface-0.36/test/secret-keys/1.0.test
GnuPG-Interface-0.36/test/secret-keys/2.0.test
GnuPG-Interface-0.36/test/secring.gpg
GnuPG-Interface-0.36/test/signed.1.asc
GnuPG-Interface-0.36/THANKS
CPAN: File::Temp loaded ok (v0.22)
CPAN: YAML loaded ok (v0.70)

   CPAN.pm: Going to build J/JE/JESSE/GnuPG-Interface-0.36.tar.gz

which gpg ... /usr/local/bin/gpg
Checking if your kit is complete...
Looks good
Writing Makefile for GnuPG::Interface
cp lib/GnuPG/Signature.pm blib/lib/GnuPG/Signature.pm
cp lib/GnuPG/Interface.pm blib/lib/GnuPG/Interface.pm
AutoSplitting blib/lib/GnuPG/Interface.pm (blib/lib/auto/GnuPG/ 
Interface)
blib/lib/GnuPG/Interface.pm: some names are not unique when truncated  
to 8 characters:
  directory blib/lib/auto/GnuPG/Interface:
   get_public_keys.al, get_public_keys_with_sigs.al truncate to get_publ
cp lib/GnuPG/SubKey.pm blib/lib/GnuPG/SubKey.pm
cp lib/GnuPG/PrimaryKey.pm blib/lib/GnuPG/PrimaryKey.pm
cp lib/GnuPG/Handles.pm blib/lib/GnuPG/Handles.pm
cp lib/GnuPG/SecretKey.pm blib/lib/GnuPG/SecretKey.pm
cp lib/GnuPG/Key.pm blib/lib/GnuPG/Key.pm
cp lib/GnuPG/UserId.pm blib/lib/GnuPG/UserId.pm
cp lib/GnuPG/Fingerprint.pm blib/lib/GnuPG/Fingerprint.pm
cp lib/GnuPG/Options.pm blib/lib/GnuPG/Options.pm
cp lib/GnuPG/PublicKey.pm blib/lib/GnuPG/PublicKey.pm
Manifying blib/man3/GnuPG::Signature.3pm
Manifying blib/man3/GnuPG::Interface.3pm
Manifying blib/man3/GnuPG::PrimaryKey.3pm
Manifying blib/man3/GnuPG::SubKey.3pm
Manifying blib/man3/GnuPG::Handles.3pm
Manifying blib/man3/GnuPG::Key.3pm
Manifying blib/man3/GnuPG::SecretKey.3pm
Manifying blib/man3/GnuPG::Fingerprint.3pm
Manifying blib/man3/GnuPG::UserId.3pm
Manifying blib/man3/GnuPG::PublicKey.3pm
Manifying blib/man3/GnuPG::Options.3pm
   JESSE/GnuPG-Interface-0.36.tar.gz
   /usr/bin/make -- OK
Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"  
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/clearsign.t .............. ok
t/decrypt.t ................ ok
t/detach_sign.t ............ ok
t/encrypt.t ................ 1/3 gpg: WARNING: unsafe permissions on  
homedir `test'
t/encrypt.t ................ ok
t/encrypt_symmetrically.t .. ok
t/export_keys.t ............ ok
t/Fingerprint.t ............ ok
t/get_public_keys.t ........ gpg: WARNING: unsafe permissions on  
homedir `test'
t/get_public_keys.t ........ 1/3 subkeys fail comparison; this is a  
known issue with GnuPG 1.0.1 at t/get_public_keys.t line 92.
t/get_public_keys.t ........ Failed 3/3 subtests
t/get_secret_keys.t ........ gpg: WARNING: unsafe permissions on  
homedir `test'
t/get_secret_keys.t ........ Failed 2/2 subtests
t/import_keys.t ............ ok
t/Interface.t .............. ok
t/list_public_keys.t ....... ok
t/list_secret_keys.t ....... ok
t/list_sigs.t .............. ok
t/passphrase_handling.t .... 1/3 gpg: WARNING: unsafe permissions on  
homedir `test'
t/passphrase_handling.t .... ok
t/sign.t ................... ok
t/sign_and_encrypt.t ....... ok
t/UserId.t ................. ok
t/verify.t ................. ok
t/wrap_call.t .............. ok

Test Summary Report
-------------------
t/get_public_keys.t      (Wstat: 0 Tests: 3 Failed: 3)
   Failed tests:  1-3
t/get_secret_keys.t      (Wstat: 0 Tests: 2 Failed: 2)
   Failed tests:  1-2
Files=20, Tests=51,  2 wallclock secs ( 0.07 usr  0.06 sys +  1.27  
cusr  0.39 csys =  1.79 CPU)
Result: FAIL
Failed 2/20 test programs. 5/51 subtests failed.
make: *** [test_dynamic] Error 255
   JESSE/GnuPG-Interface-0.36.tar.gz
   /usr/bin/make test -- NOT OK
//hint// to see the cpan-testers results for installing this module,  
try:
   reports JESSE/GnuPG-Interface-0.36.tar.gz
Running make install
   make test had returned bad status, won't install without force
Failed during this command:
  JESSE/GnuPG-Interface-0.36.tar.gz            : make_test NO

=======



Thanks,
Behzad


From rui-f-meireles at telecom.pt  Tue Sep 22 14:16:27 2009
From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles)
Date: Tue, 22 Sep 2009 19:16:27 +0100
Subject: [rt-users] Make non-staff users able to see all tickets (and not
	only theirs)
Message-ID: <C10830FEB7384F4DBA220139E108F941DEF8CA3EF5@COMPRTEX01.ptcom.corppt.com>


Hi there. I've just installed RT 3.6 (It was the version available in EPEL Repositories for RHEL 5).

I'm not going to use email to open/reply to tickets, I just want to use email to send notifications.
This way, all the users must use the http interface.

I was wondering how it is possible to:

 1.  Make all non-privileged users see ALL the tickets (not only the tickets they are Requestors).
 2.  Make all non-privileged users be able to login, even if there is not a user account for them (for example, they could login with their email, have a pre-defined password, and have the account automatically created). I know this is possible via email request, but I wanted via browser...

I would greatly appreciate if someone could help me with one or more questions.
Thanks in advance.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090922/9c9eb1d6/attachment.htm>

From benatan at reed.edu  Tue Sep 22 14:24:19 2009
From: benatan at reed.edu (Ethan Benatan)
Date: Tue, 22 Sep 2009 11:24:19 -0700
Subject: [rt-users] Per-queue signature? (warning: newbie q!)
Message-ID: <4AB91653.2040909@reed.edu>

Greetings.  We've been using RT for years but I'm a newbie at administration, so
 please forgive the very basic question.

I'd like to set up a sig that gets used for every reply from a particular queue.
(it's an anti-phishing thing).  We have many techs who touch this queue, and
some of them also touch other queues, so using the personal sig setting is not a
good solution.  (Also, we'd like to be able to quickly change it for the entire
queue, to help get the word out about threats or attacks.)

I can set up autoreplies so I have a very basic understanding of scrips and
templates, but I am not sure how to go about this, and I am not yet up the
learning curve enough to figure it out from the docs on the wiki or the past
threads here.  Help?

Thanks,

Ethan


From toml at bitstatement.net  Tue Sep 22 14:40:03 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 22 Sep 2009 11:40:03 -0700
Subject: [rt-users] sqlite
In-Reply-To: <20090922173112.GT28718@bestpractical.com>
References: <4AB9079F.6050302@gmail.com>
	<20090922173112.GT28718@bestpractical.com>
Message-ID: <4AB91A03.1030207@bitstatement.net>

> SQLite is primarily intended for development and testing environments.
> It's not well-suited to a multi-user production environement for RT.

Actually, I think SQLite's mission is to provide a lightweight database for
individual use applications.  It's used by a lot of such things such as Apple
Mail, Safari, Firefox, Google Gears, and the Skype client.  But it certainly
isn't robust enough for the enterprise side of things.  Google Gears on SQLite
sure, but Google itself?  Skype client yes, but Skype servers?  Not gonna happen.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From lists_mk at wujiman.net  Tue Sep 22 15:10:24 2009
From: lists_mk at wujiman.net (Martin Kraus)
Date: Tue, 22 Sep 2009 21:10:24 +0200
Subject: [rt-users] sqlite
In-Reply-To: <4AB91A03.1030207@bitstatement.net>
References: <4AB9079F.6050302@gmail.com>
	<20090922173112.GT28718@bestpractical.com>
	<4AB91A03.1030207@bitstatement.net>
Message-ID: <20090922191024.GE25092@finrod>

On Tue, Sep 22, 2009 at 11:40:03AM -0700, Tom Lahti wrote:
> > SQLite is primarily intended for development and testing environments.
> > It's not well-suited to a multi-user production environement for RT.
> 
> Actually, I think SQLite's mission is to provide a lightweight database for
> individual use applications.  It's used by a lot of such things such as Apple
> Mail, Safari, Firefox, Google Gears, and the Skype client.  But it certainly
> isn't robust enough for the enterprise side of things.  Google Gears on SQLite
> sure, but Google itself?  Skype client yes, but Skype servers?  Not gonna happen.

RT is very slow when using sqlite. I've installed rt3.6 from debian with
sqlite and after about 300 tickets, I was forced to go through a painful
process of migrating data to mysql. With mysql rt is about 10 times faster.

mk


From jesse at bestpractical.com  Tue Sep 22 15:14:34 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Sep 2009 15:14:34 -0400
Subject: [rt-users] sqlite
In-Reply-To: <4AB91A03.1030207@bitstatement.net>
References: <4AB9079F.6050302@gmail.com>
	<20090922173112.GT28718@bestpractical.com>
	<4AB91A03.1030207@bitstatement.net>
Message-ID: <20090922191434.GX28718@bestpractical.com>




On Tue, Sep 22, 2009 at 11:40:03AM -0700, Tom Lahti wrote:
> > SQLite is primarily intended for development and testing environments.
> > It's not well-suited to a multi-user production environement for RT.
> 
> Actually, I think SQLite's mission is to provide a lightweight database for
> individual use applications.  It's used by a lot of such things such as Apple
> Mail, Safari, Firefox, Google Gears, and the Skype client.  But it certainly
> isn't robust enough for the enterprise side of things.  Google Gears on SQLite
> sure, but Google itself?  Skype client yes, but Skype servers?  Not gonna happen.
> 

Sorry. What I meant to say is "RT's SQLite support"  - I _love_ SQLite
for all sorts of applications. multi-user apps with SQLite are totally
doable -- you just need to be careful with write concurrency ;)


From falcone at bestpractical.com  Tue Sep 22 15:19:56 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Sep 2009 15:19:56 -0400
Subject: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface
 tests failing
In-Reply-To: <A1DD8557-33F8-48CE-89E7-CED6C1757EDC@apple.com>
References: <A1DD8557-33F8-48CE-89E7-CED6C1757EDC@apple.com>
Message-ID: <20090922191956.GD98018@jibsheet.com>

On Tue, Sep 22, 2009 at 11:06:57AM -0700, Behzad Mahini wrote:
> I can't finalize my RTIR installation, as I can't do a successful  
> installation of the last of the RTIR prerequisites due to a bunch of  
> the tests failing for CPAN module GnuPG::Interface. Before posting, I  
> did consult all the RTIR documentations, and GnuPG website, and CPAN,  
> etc., and could not find anything addressing the failing test  
> results...I also note that CPAN's site claims a 68% success rate (Perl  
> 5.8.8) for tests associated to GnuPG::Interface module.  Details are  
> listed below.

Diagnosing your failure is difficult without more information about
why it is failing.

Download the module and do the install manually,
perl Makefile.PL
make test
prove -lv t/anything_that_fails

-kevin

> 
> My Setup:
> =======
> RT 3.8.4
> RTFM -2.4.2
> Mac OS X 10.5.8
> MySQL 5.1.37
> Apache/2.2.13 (Unix) mod_perl/2.0.4 Perl/v5.8.8 configured
> 
> 
> My Installed Prerequisites (for RTIR):
> ==========================
> GnuPG 2.0.13	............(I am planning to use S/MIME, and Gnu's site  
> recommended version 2.x as opposed to 1.x of GnuPG)
> 
> 
> Concerns:
> ===========
> As I am about to use RTIR for secure purposes, the obvious concern of  
> mine in the event I do a CPAN '"force install GnuPG::Interface", is to  
> get blind-sided with things that I should have not overlooked as a  
> result of the failing tests.
> 
> 
> Misc.
> =====
> I also attempted to do a CPAN installation of module GnuPG (different  
> than module GnuPG::Interface)...and of its 25 tests, every single one  
> failed. For now I am assuming that I don't need to worry about this  
> module as a pre-requisite for a successful installation of RTIR (as  
> GnuPG::Interface should suffice).
> 
> 
> Here are the output of my (failing) installation of CPAN module  
> GnuPG::Interface:
> ===============================================================
> 
> cpan[3]> install GnuPG::Interface
> Running install for module 'GnuPG::Interface'
> Running make for J/JE/JESSE/GnuPG-Interface-0.36.tar.gz
> CPAN: Digest::SHA loaded ok (v5.47)
> CPAN: Compress::Zlib loaded ok (v2.02)
> Checksum for /usr/local/.cpan/sources/authors/id/J/JE/JESSE/GnuPG- 
> Interface-0.36.tar.gz ok
> Scanning cache /usr/local/.cpan/build for sizes
> ............................................................................DONE
> CPAN: Archive::Tar loaded ok (v1.52)
> GnuPG-Interface-0.36/
> GnuPG-Interface-0.36/ChangeLog
> GnuPG-Interface-0.36/COPYING
> GnuPG-Interface-0.36/lib/
> GnuPG-Interface-0.36/lib/GnuPG/
> GnuPG-Interface-0.36/lib/GnuPG/Fingerprint.pm
> GnuPG-Interface-0.36/lib/GnuPG/Handles.pm
> GnuPG-Interface-0.36/lib/GnuPG/Interface.pm
> GnuPG-Interface-0.36/lib/GnuPG/Key.pm
> GnuPG-Interface-0.36/lib/GnuPG/Options.pm
> GnuPG-Interface-0.36/lib/GnuPG/PrimaryKey.pm
> GnuPG-Interface-0.36/lib/GnuPG/PublicKey.pm
> GnuPG-Interface-0.36/lib/GnuPG/SecretKey.pm
> GnuPG-Interface-0.36/lib/GnuPG/Signature.pm
> GnuPG-Interface-0.36/lib/GnuPG/SubKey.pm
> GnuPG-Interface-0.36/lib/GnuPG/UserId.pm
> GnuPG-Interface-0.36/Makefile.PL
> GnuPG-Interface-0.36/MANIFEST
> GnuPG-Interface-0.36/META.yml
> GnuPG-Interface-0.36/NEWS
> GnuPG-Interface-0.36/README
> GnuPG-Interface-0.36/SIGNATURE
> GnuPG-Interface-0.36/t/
> GnuPG-Interface-0.36/t/clearsign.t
> GnuPG-Interface-0.36/t/decrypt.t
> GnuPG-Interface-0.36/t/detach_sign.t
> GnuPG-Interface-0.36/t/encrypt.t
> GnuPG-Interface-0.36/t/encrypt_symmetrically.t
> GnuPG-Interface-0.36/t/export_keys.t
> GnuPG-Interface-0.36/t/Fingerprint.t
> GnuPG-Interface-0.36/t/get_public_keys.t
> GnuPG-Interface-0.36/t/get_secret_keys.t
> GnuPG-Interface-0.36/t/GnuPG/
> GnuPG-Interface-0.36/t/GnuPG/ComparableFingerprint.pm
> GnuPG-Interface-0.36/t/GnuPG/ComparableKey.pm
> GnuPG-Interface-0.36/t/GnuPG/ComparablePrimaryKey.pm
> GnuPG-Interface-0.36/t/GnuPG/ComparablePublicKey.pm
> GnuPG-Interface-0.36/t/GnuPG/ComparableSecretKey.pm
> GnuPG-Interface-0.36/t/GnuPG/ComparableSignature.pm
> GnuPG-Interface-0.36/t/GnuPG/ComparableSubKey.pm
> GnuPG-Interface-0.36/t/GnuPG/ComparableUserId.pm
> GnuPG-Interface-0.36/t/import_keys.t
> GnuPG-Interface-0.36/t/Interface.t
> GnuPG-Interface-0.36/t/list_public_keys.t
> GnuPG-Interface-0.36/t/list_secret_keys.t
> GnuPG-Interface-0.36/t/list_sigs.t
> GnuPG-Interface-0.36/t/MyTest.pm
> GnuPG-Interface-0.36/t/MyTestSpecific.pm
> GnuPG-Interface-0.36/t/passphrase_handling.t
> GnuPG-Interface-0.36/t/sign.t
> GnuPG-Interface-0.36/t/sign_and_encrypt.t
> GnuPG-Interface-0.36/t/UserId.t
> GnuPG-Interface-0.36/t/verify.t
> GnuPG-Interface-0.36/t/wrap_call.t
> GnuPG-Interface-0.36/test/
> GnuPG-Interface-0.36/test/encrypted.1.gpg
> GnuPG-Interface-0.36/test/key.1.asc
> GnuPG-Interface-0.36/test/options
> GnuPG-Interface-0.36/test/passphrase
> GnuPG-Interface-0.36/test/plain.1.txt
> GnuPG-Interface-0.36/test/public-keys/
> GnuPG-Interface-0.36/test/public-keys/1.0.test
> GnuPG-Interface-0.36/test/public-keys/1.1.test
> GnuPG-Interface-0.36/test/public-keys/2.0.test
> GnuPG-Interface-0.36/test/public-keys/2.1.test
> GnuPG-Interface-0.36/test/public-keys-sigs/
> GnuPG-Interface-0.36/test/public-keys-sigs/1.0.test
> GnuPG-Interface-0.36/test/public-keys-sigs/1.1.test
> GnuPG-Interface-0.36/test/public-keys-sigs/2.0.test
> GnuPG-Interface-0.36/test/public-keys-sigs/2.1.test
> GnuPG-Interface-0.36/test/pubring.gpg
> GnuPG-Interface-0.36/test/secret-keys/
> GnuPG-Interface-0.36/test/secret-keys/1.0.test
> GnuPG-Interface-0.36/test/secret-keys/2.0.test
> GnuPG-Interface-0.36/test/secring.gpg
> GnuPG-Interface-0.36/test/signed.1.asc
> GnuPG-Interface-0.36/THANKS
> CPAN: File::Temp loaded ok (v0.22)
> CPAN: YAML loaded ok (v0.70)
> 
>    CPAN.pm: Going to build J/JE/JESSE/GnuPG-Interface-0.36.tar.gz
> 
> which gpg ... /usr/local/bin/gpg
> Checking if your kit is complete...
> Looks good
> Writing Makefile for GnuPG::Interface
> cp lib/GnuPG/Signature.pm blib/lib/GnuPG/Signature.pm
> cp lib/GnuPG/Interface.pm blib/lib/GnuPG/Interface.pm
> AutoSplitting blib/lib/GnuPG/Interface.pm (blib/lib/auto/GnuPG/ 
> Interface)
> blib/lib/GnuPG/Interface.pm: some names are not unique when truncated  
> to 8 characters:
>   directory blib/lib/auto/GnuPG/Interface:
>    get_public_keys.al, get_public_keys_with_sigs.al truncate to get_publ
> cp lib/GnuPG/SubKey.pm blib/lib/GnuPG/SubKey.pm
> cp lib/GnuPG/PrimaryKey.pm blib/lib/GnuPG/PrimaryKey.pm
> cp lib/GnuPG/Handles.pm blib/lib/GnuPG/Handles.pm
> cp lib/GnuPG/SecretKey.pm blib/lib/GnuPG/SecretKey.pm
> cp lib/GnuPG/Key.pm blib/lib/GnuPG/Key.pm
> cp lib/GnuPG/UserId.pm blib/lib/GnuPG/UserId.pm
> cp lib/GnuPG/Fingerprint.pm blib/lib/GnuPG/Fingerprint.pm
> cp lib/GnuPG/Options.pm blib/lib/GnuPG/Options.pm
> cp lib/GnuPG/PublicKey.pm blib/lib/GnuPG/PublicKey.pm
> Manifying blib/man3/GnuPG::Signature.3pm
> Manifying blib/man3/GnuPG::Interface.3pm
> Manifying blib/man3/GnuPG::PrimaryKey.3pm
> Manifying blib/man3/GnuPG::SubKey.3pm
> Manifying blib/man3/GnuPG::Handles.3pm
> Manifying blib/man3/GnuPG::Key.3pm
> Manifying blib/man3/GnuPG::SecretKey.3pm
> Manifying blib/man3/GnuPG::Fingerprint.3pm
> Manifying blib/man3/GnuPG::UserId.3pm
> Manifying blib/man3/GnuPG::PublicKey.3pm
> Manifying blib/man3/GnuPG::Options.3pm
>    JESSE/GnuPG-Interface-0.36.tar.gz
>    /usr/bin/make -- OK
> Running make test
> PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"  
> "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
> t/clearsign.t .............. ok
> t/decrypt.t ................ ok
> t/detach_sign.t ............ ok
> t/encrypt.t ................ 1/3 gpg: WARNING: unsafe permissions on  
> homedir `test'
> t/encrypt.t ................ ok
> t/encrypt_symmetrically.t .. ok
> t/export_keys.t ............ ok
> t/Fingerprint.t ............ ok
> t/get_public_keys.t ........ gpg: WARNING: unsafe permissions on  
> homedir `test'
> t/get_public_keys.t ........ 1/3 subkeys fail comparison; this is a  
> known issue with GnuPG 1.0.1 at t/get_public_keys.t line 92.
> t/get_public_keys.t ........ Failed 3/3 subtests
> t/get_secret_keys.t ........ gpg: WARNING: unsafe permissions on  
> homedir `test'
> t/get_secret_keys.t ........ Failed 2/2 subtests
> t/import_keys.t ............ ok
> t/Interface.t .............. ok
> t/list_public_keys.t ....... ok
> t/list_secret_keys.t ....... ok
> t/list_sigs.t .............. ok
> t/passphrase_handling.t .... 1/3 gpg: WARNING: unsafe permissions on  
> homedir `test'
> t/passphrase_handling.t .... ok
> t/sign.t ................... ok
> t/sign_and_encrypt.t ....... ok
> t/UserId.t ................. ok
> t/verify.t ................. ok
> t/wrap_call.t .............. ok
> 
> Test Summary Report
> -------------------
> t/get_public_keys.t      (Wstat: 0 Tests: 3 Failed: 3)
>    Failed tests:  1-3
> t/get_secret_keys.t      (Wstat: 0 Tests: 2 Failed: 2)
>    Failed tests:  1-2
> Files=20, Tests=51,  2 wallclock secs ( 0.07 usr  0.06 sys +  1.27  
> cusr  0.39 csys =  1.79 CPU)
> Result: FAIL
> Failed 2/20 test programs. 5/51 subtests failed.
> make: *** [test_dynamic] Error 255
>    JESSE/GnuPG-Interface-0.36.tar.gz
>    /usr/bin/make test -- NOT OK
> //hint// to see the cpan-testers results for installing this module,  
> try:
>    reports JESSE/GnuPG-Interface-0.36.tar.gz
> Running make install
>    make test had returned bad status, won't install without force
> Failed during this command:
>   JESSE/GnuPG-Interface-0.36.tar.gz            : make_test NO
> 
> =======
> 
> 
> 
> Thanks,
> Behzad
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From toml at bitstatement.net  Tue Sep 22 15:19:57 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 22 Sep 2009 12:19:57 -0700
Subject: [rt-users] sqlite
In-Reply-To: <20090922191434.GX28718@bestpractical.com>
References: <4AB9079F.6050302@gmail.com>
	<20090922173112.GT28718@bestpractical.com>
	<4AB91A03.1030207@bitstatement.net>
	<20090922191434.GX28718@bestpractical.com>
Message-ID: <4AB9235D.8000703@bitstatement.net>

> Sorry. What I meant to say is "RT's SQLite support"  - I _love_ SQLite
> for all sorts of applications. multi-user apps with SQLite are totally
> doable -- you just need to be careful with write concurrency ;)

If you leave synchronous writes on, you're limited on transaction speed.  A
commit takes at least two full drive rotations, so for a 7200rpm drive you can
only do 60 transactions per second.  Not terribly scalable :)


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From falcone at bestpractical.com  Tue Sep 22 15:21:59 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Sep 2009 15:21:59 -0400
Subject: [rt-users] Per-queue signature? (warning: newbie q!)
In-Reply-To: <4AB91653.2040909@reed.edu>
References: <4AB91653.2040909@reed.edu>
Message-ID: <20090922192159.GA3793@jibsheet.com>

On Tue, Sep 22, 2009 at 11:24:19AM -0700, Ethan Benatan wrote:
> Greetings.  We've been using RT for years but I'm a newbie at administration, so
>  please forgive the very basic question.
> 
> I'd like to set up a sig that gets used for every reply from a particular queue.
> (it's an anti-phishing thing).  We have many techs who touch this queue, and
> some of them also touch other queues, so using the personal sig setting is not a
> good solution.  (Also, we'd like to be able to quickly change it for the entire
> queue, to help get the word out about threats or attacks.)
> 
> I can set up autoreplies so I have a very basic understanding of scrips and
> templates, but I am not sure how to go about this, and I am not yet up the
> learning curve enough to figure it out from the docs on the wiki or the past
> threads here.  Help?

Sounds like you want Configuration -> Queue -> Queue Name -> Templates
make a template named the same as the global template that currently
is mailed out and copy it and add your signature

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090922/1111e62a/attachment.sig>

From gagel at cnc.bc.ca  Tue Sep 22 15:25:11 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Tue, 22 Sep 2009 12:25:11 -0700
Subject: [rt-users] Slight rights issue.
Message-ID: <4ab92497.178.1008.9de@cnc.bc.ca>

My manager created a queue he wants to be the only one that has access 
to. I've verified that the queue rights are set for him with the only 
one that has access. The seequeue right has been removed from other 
groups and users yet some of us still see the queue.

What are all the rights that affect seeing a queue? I can't stop some 
users from seeing this particular queue, what should I be looking for?



Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel






-------------------------------------------------------------------
The College of New Caledonia
Visit us at http://www.cnc.bc.ca
Virus scanning is done on all incoming and outgoing email.
Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca
-------------------------------------------------------------------


From kfcrocker at lbl.gov  Tue Sep 22 15:37:36 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 22 Sep 2009 12:37:36 -0700
Subject: [rt-users] Permission ShowTicket
In-Reply-To: <fca1d54a0909221102y535aadc2q3e70b233927006d7@mail.gmail.com>
References: <fca1d54a0909220714r398dba45v65d3d541cde3836f@mail.gmail.com>
	<4AB8FDB4.8060501@lbl.gov>
	<fca1d54a0909221101g3cfd228y8fee786a942c525f@mail.gmail.com>
	<fca1d54a0909221102y535aadc2q3e70b233927006d7@mail.gmail.com>
Message-ID: <4AB92780.5040102@lbl.gov>

Sergio,

Then, assuming that the user is listed as the requestor of the ticket 
grnat "ShowTicket" for the role "Requestor" for that queue. Do NOT grant 
"ShowTicket" to anyone else in that queue.

Kenn
LBNL

On 9/22/2009 11:02 AM, Sergio Charpinel Jr. wrote:
> I want to let the user see just his own tickets. All the ticket that 
> he had created.
>
>
>     2009/9/22 Ken Crocker <kfcrocker at lbl.gov <mailto:kfcrocker at lbl.gov>>
>
>         Sergio,
>
>         Why not just grant "ShowTicket" to the role "Requestors" or
>         "Owners" depending on what you meant by "their own tickets"?
>
>         Kenn
>         LBNL
>
>
>         On 9/22/2009 7:14 AM, Sergio Charpinel Jr. wrote:
>>         Hi,
>>         Is it possible to set permission to restrict group to see
>>         only their own tickets?
>>
>>         Thanks in advance.
>>
>>         -- 
>>         Sergio Roberto Charpinel Jr.
>>         ------------------------------------------------------------------------
>>
>>         _______________________________________________
>>         http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>         Community help: http://wiki.bestpractical.com
>>         Commercial support: sales at bestpractical.com <mailto:sales at bestpractical.com>
>>
>>
>>         Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>         Buy a copy at http://rtbook.bestpractical.com
>
>
>
>
>     -- 
>     Sergio Roberto Charpinel Jr.
>
>
>
>
> -- 
> Sergio Roberto Charpinel Jr.
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090922/f28a7067/attachment.htm>

From kfcrocker at lbl.gov  Tue Sep 22 15:39:33 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 22 Sep 2009 12:39:33 -0700
Subject: [rt-users] Slight rights issue.
In-Reply-To: <4ab92497.178.1008.9de@cnc.bc.ca>
References: <4ab92497.178.1008.9de@cnc.bc.ca>
Message-ID: <4AB927F5.2010104@lbl.gov>

Kevin,

Check what rights you have granted GLOBALLY.

Kenn
LBNL

On 9/22/2009 12:25 PM, Kevin Gagel wrote:
> My manager created a queue he wants to be the only one that has access 
> to. I've verified that the queue rights are set for him with the only 
> one that has access. The seequeue right has been removed from other 
> groups and users yet some of us still see the queue.
>
> What are all the rights that affect seeing a queue? I can't stop some 
> users from seeing this particular queue, what should I be looking for?
>
>
>
> Kevin W. Gagel
> Network Administrator
> Local 5448
> My blog:
> http://mail.cnc.bc.ca/blogs/gagel
> My shared files:
> http://mail.cnc.bc.ca/users/gagel
>
>
>
>
>
>
> -------------------------------------------------------------------
> The College of New Caledonia
> Visit us at http://www.cnc.bc.ca
> Virus scanning is done on all incoming and outgoing email.
> Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca
> -------------------------------------------------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From gagel at cnc.bc.ca  Tue Sep 22 16:12:14 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Tue, 22 Sep 2009 13:12:14 -0700
Subject: [rt-users] Slight rights issue.
Message-ID: <4ab92f9e.178.16b8.4ce9@cnc.bc.ca>

I think it was the superuser right assigned to the networkadmin group 
I created. Thanks, its gone now.




Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel



>
> --- Original message ---
> Subject: Re: [rt-users] Slight rights issue.
> From: Ken Crocker <kfcrocker at lbl.gov>
> To: Kevin Gagel <gagel at cnc.bc.ca>
> Cc: RT Users <RT-Users at lists.bestpractical.com>
> Date: Tuesday, 09/22/2009 12:39 PM
>
> Kevin,
>
> Check what rights you have granted GLOBALLY.
>
> Kenn
> LBNL
>
> On 9/22/2009 12:25 PM, Kevin Gagel wrote:
>>
>> My manager created a queue he wants to be the only one that has access 
>>  to. I've verified that the queue rights are set for him with the only 
>>  one that has access. The seequeue right has been removed from other  
>> groups and users yet some of us still see the queue.
>>
>> What are all the rights that affect seeing a queue? I can't stop some  
>> users from seeing this particular queue, what should I be looking for?
>>
>>
>>
>> Kevin W. Gagel
>> Network Administrator
>> Local 5448
>> My blog:
>> http://mail.cnc.bc.ca/blogs/gagel
>> My shared files:
>> http://mail.cnc.bc.ca/users/gagel
>>
>>
>>
>>
>>
>>
>> -------------------------------------------------------------------
>> The College of New Caledonia
>> Visit us at http://www.cnc.bc.ca
>> Virus scanning is done on all incoming and outgoing email.
>> Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca
>> -------------------------------------------------------------------
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.  
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>



-------------------------------------------------------------------
The College of New Caledonia
Visit us at http://www.cnc.bc.ca
Virus scanning is done on all incoming and outgoing email.
Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca
-------------------------------------------------------------------


From jesse at bestpractical.com  Tue Sep 22 16:19:51 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Sep 2009 05:19:51 +0900
Subject: [rt-users] RT with forms and workflow?
In-Reply-To: <20090920035605.GA31022@dish.lorens.com>
References: <20090830215429.GA19580@dish.lorens.com>
	<20090917172627.GK5751@bestpractical.com>
	<20090920035605.GA31022@dish.lorens.com>
Message-ID: <20090922201951.GA15027@mar-adentro.bestpractical.com>



> 
> While I'm waiting (it certainly doesn't sound as if RT4
> is coming for Christmas 2009), it seems to me from your
> message that today, admins can create forms and views
> using their keyboard?  Sorry if haven't been keeping up
> with the technology, but to me RT didn't support forms,
> in the sense "custom fields mixed with text and laid out
> on a page".  Has that changed?  Searching for "form" on
> http://bestpractical.com/rt/features.html certainly doesn't
> give that impression.

The features list on the corporate website is...not exactly exhaustive.
Know any good marketing people who work cheap? ;)
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 197 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090923/5bc98667/attachment.sig>

From mahini at apple.com  Tue Sep 22 16:50:27 2009
From: mahini at apple.com (Behzad Mahini)
Date: Tue, 22 Sep 2009 13:50:27 -0700
Subject: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface
	tests failing
In-Reply-To: <20090922191956.GD98018@jibsheet.com>
References: <A1DD8557-33F8-48CE-89E7-CED6C1757EDC@apple.com>
	<20090922191956.GD98018@jibsheet.com>
Message-ID: <EE7336F4-F556-4464-871A-66E5E6D03E8D@apple.com>

Here are the results of the manual install associated to "prove -lv t/ 
anythiing_that_fails"  for all of the failing tests ('perl  
Makefile.PL' & 'make test' steps resulted in the same output as I had  
already reported in my earlier email):


====
$ sudo prove -lv t/encrypt.t
t/encrypt.t ..
1..3
Can't locate auto/GnuPG/Interface/autosplit.ix in @INC (@INC  
contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
Library/Perl/5.8.1 .) at /System/Library/Perl/5.8.8/AutoLoader.pm line  
160.
  at /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib/GnuPG/ 
Interface.pm line 22
Can't locate auto/GnuPG/Interface/encrypt.al in @INC (@INC contains: ./ 
t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib /Library/Perl/ 
Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/Updates/5.8.8 / 
System/Library/Perl/5.8.8/darwin-thread-multi-2level /System/Library/ 
Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread-multi-2level /Library/ 
Perl/5.8.8 /Library/Perl /Network/Library/Perl/5.8.8/darwin-thread- 
multi-2level /Network/Library/Perl/5.8.8 /Network/Library/Perl /System/ 
Library/Perl/Extras/5.8.8/darwin-thread-multi-2level /System/Library/ 
Perl/Extras/5.8.8 /Library/Perl/5.8.6 /Library/Perl/5.8.1 .) at t/ 
encrypt.t line 21
Dubious, test returned 2 (wstat 512, 0x200)
Failed 3/3 subtests

Test Summary Report
-------------------
t/encrypt.t (Wstat: 512 Tests: 0 Failed: 0)
   Non-zero exit status: 2
   Parse errors: Bad plan.  You planned 3 tests but ran 0.
Files=1, Tests=0,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.05 cusr   
0.00 csys =  0.07 CPU)
Result: FAIL
====


====
$ sudo prove -lv t/get_public_keys.t
t/get_public_keys.t ..
1..3
Can't locate auto/GnuPG/Interface/autosplit.ix in @INC (@INC  
contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
Library/Perl/5.8.1 .) at /System/Library/Perl/5.8.8/AutoLoader.pm line  
160.
  at /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib/GnuPG/ 
Interface.pm line 22
Can't locate auto/GnuPG/Interface/get_public_.al in @INC (@INC  
contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
Library/Perl/5.8.1 .) at t/get_public_keys.t line 22
Dubious, test returned 2 (wstat 512, 0x200)
Failed 3/3 subtests

Test Summary Report
-------------------
t/get_public_keys.t (Wstat: 512 Tests: 0 Failed: 0)
   Non-zero exit status: 2
   Parse errors: Bad plan.  You planned 3 tests but ran 0.
Files=1, Tests=0,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.05 cusr   
0.01 csys =  0.08 CPU)
Result: FAIL
====


====
$ sudo prove -lv t/get_secret_keys.t
t/get_secret_keys.t ..
1..2
Can't locate auto/GnuPG/Interface/autosplit.ix in @INC (@INC  
contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
Library/Perl/5.8.1 .) at /System/Library/Perl/5.8.8/AutoLoader.pm line  
160.
  at /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib/GnuPG/ 
Interface.pm line 22
Can't locate auto/GnuPG/Interface/get_secret_.al in @INC (@INC  
contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
Library/Perl/5.8.1 .) at t/get_secret_keys.t line 21
Dubious, test returned 2 (wstat 512, 0x200)
Failed 2/2 subtests

Test Summary Report
-------------------
t/get_secret_keys.t (Wstat: 512 Tests: 0 Failed: 0)
   Non-zero exit status: 2
   Parse errors: Bad plan.  You planned 2 tests but ran 0.
Files=1, Tests=0,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.05 cusr   
0.00 csys =  0.07 CPU)
Result: FAIL
====


====
$ sudo prove -lv t/passphrase_handling.t
t/passphrase_handling.t ..
1..3
Can't locate auto/GnuPG/Interface/autosplit.ix in @INC (@INC  
contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
Library/Perl/5.8.1 .) at /System/Library/Perl/5.8.8/AutoLoader.pm line  
160.
  at /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib/GnuPG/ 
Interface.pm line 22
Can't locate auto/GnuPG/Interface/test_defaul.al in @INC (@INC  
contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
Library/Perl/5.8.1 .) at t/passphrase_handling.t line 18
Dubious, test returned 2 (wstat 512, 0x200)
Failed 3/3 subtests

Test Summary Report
-------------------
t/passphrase_handling.t (Wstat: 512 Tests: 0 Failed: 0)
   Non-zero exit status: 2
   Parse errors: Bad plan.  You planned 3 tests but ran 0.
Files=1, Tests=0,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.04 cusr   
0.00 csys =  0.06 CPU)
Result: FAIL
====


-Behzad

On Sep 22, 2009, at 12:19 PM, Kevin Falcone wrote:

> On Tue, Sep 22, 2009 at 11:06:57AM -0700, Behzad Mahini wrote:
>> I can't finalize my RTIR installation, as I can't do a successful
>> installation of the last of the RTIR prerequisites due to a bunch of
>> the tests failing for CPAN module GnuPG::Interface. Before posting, I
>> did consult all the RTIR documentations, and GnuPG website, and CPAN,
>> etc., and could not find anything addressing the failing test
>> results...I also note that CPAN's site claims a 68% success rate  
>> (Perl
>> 5.8.8) for tests associated to GnuPG::Interface module.  Details are
>> listed below.
>
> Diagnosing your failure is difficult without more information about
> why it is failing.
>
> Download the module and do the install manually,
> perl Makefile.PL
> make test
> prove -lv t/anything_that_fails
>
> -kevin
>
>>
>> My Setup:
>> =======
>> RT 3.8.4
>> RTFM -2.4.2
>> Mac OS X 10.5.8
>> MySQL 5.1.37
>> Apache/2.2.13 (Unix) mod_perl/2.0.4 Perl/v5.8.8 configured
>>
>>
>> My Installed Prerequisites (for RTIR):
>> ==========================
>> GnuPG 2.0.13	............(I am planning to use S/MIME, and Gnu's site
>> recommended version 2.x as opposed to 1.x of GnuPG)
>>
>>
>> Concerns:
>> ===========
>> As I am about to use RTIR for secure purposes, the obvious concern of
>> mine in the event I do a CPAN '"force install GnuPG::Interface", is  
>> to
>> get blind-sided with things that I should have not overlooked as a
>> result of the failing tests.
>>
>>
>> Misc.
>> =====
>> I also attempted to do a CPAN installation of module GnuPG (different
>> than module GnuPG::Interface)...and of its 25 tests, every single one
>> failed. For now I am assuming that I don't need to worry about this
>> module as a pre-requisite for a successful installation of RTIR (as
>> GnuPG::Interface should suffice).
>>
>>
>> Here are the output of my (failing) installation of CPAN module
>> GnuPG::Interface:
>> ===============================================================
>>
>> cpan[3]> install GnuPG::Interface
>> Running install for module 'GnuPG::Interface'
>> Running make for J/JE/JESSE/GnuPG-Interface-0.36.tar.gz
>> CPAN: Digest::SHA loaded ok (v5.47)
>> CPAN: Compress::Zlib loaded ok (v2.02)
>> Checksum for /usr/local/.cpan/sources/authors/id/J/JE/JESSE/GnuPG-
>> Interface-0.36.tar.gz ok
>> Scanning cache /usr/local/.cpan/build for sizes
>> ............................................................................DONE
>> CPAN: Archive::Tar loaded ok (v1.52)
>> GnuPG-Interface-0.36/
>> GnuPG-Interface-0.36/ChangeLog
>> GnuPG-Interface-0.36/COPYING
>> GnuPG-Interface-0.36/lib/
>> GnuPG-Interface-0.36/lib/GnuPG/
>> GnuPG-Interface-0.36/lib/GnuPG/Fingerprint.pm
>> GnuPG-Interface-0.36/lib/GnuPG/Handles.pm
>> GnuPG-Interface-0.36/lib/GnuPG/Interface.pm
>> GnuPG-Interface-0.36/lib/GnuPG/Key.pm
>> GnuPG-Interface-0.36/lib/GnuPG/Options.pm
>> GnuPG-Interface-0.36/lib/GnuPG/PrimaryKey.pm
>> GnuPG-Interface-0.36/lib/GnuPG/PublicKey.pm
>> GnuPG-Interface-0.36/lib/GnuPG/SecretKey.pm
>> GnuPG-Interface-0.36/lib/GnuPG/Signature.pm
>> GnuPG-Interface-0.36/lib/GnuPG/SubKey.pm
>> GnuPG-Interface-0.36/lib/GnuPG/UserId.pm
>> GnuPG-Interface-0.36/Makefile.PL
>> GnuPG-Interface-0.36/MANIFEST
>> GnuPG-Interface-0.36/META.yml
>> GnuPG-Interface-0.36/NEWS
>> GnuPG-Interface-0.36/README
>> GnuPG-Interface-0.36/SIGNATURE
>> GnuPG-Interface-0.36/t/
>> GnuPG-Interface-0.36/t/clearsign.t
>> GnuPG-Interface-0.36/t/decrypt.t
>> GnuPG-Interface-0.36/t/detach_sign.t
>> GnuPG-Interface-0.36/t/encrypt.t
>> GnuPG-Interface-0.36/t/encrypt_symmetrically.t
>> GnuPG-Interface-0.36/t/export_keys.t
>> GnuPG-Interface-0.36/t/Fingerprint.t
>> GnuPG-Interface-0.36/t/get_public_keys.t
>> GnuPG-Interface-0.36/t/get_secret_keys.t
>> GnuPG-Interface-0.36/t/GnuPG/
>> GnuPG-Interface-0.36/t/GnuPG/ComparableFingerprint.pm
>> GnuPG-Interface-0.36/t/GnuPG/ComparableKey.pm
>> GnuPG-Interface-0.36/t/GnuPG/ComparablePrimaryKey.pm
>> GnuPG-Interface-0.36/t/GnuPG/ComparablePublicKey.pm
>> GnuPG-Interface-0.36/t/GnuPG/ComparableSecretKey.pm
>> GnuPG-Interface-0.36/t/GnuPG/ComparableSignature.pm
>> GnuPG-Interface-0.36/t/GnuPG/ComparableSubKey.pm
>> GnuPG-Interface-0.36/t/GnuPG/ComparableUserId.pm
>> GnuPG-Interface-0.36/t/import_keys.t
>> GnuPG-Interface-0.36/t/Interface.t
>> GnuPG-Interface-0.36/t/list_public_keys.t
>> GnuPG-Interface-0.36/t/list_secret_keys.t
>> GnuPG-Interface-0.36/t/list_sigs.t
>> GnuPG-Interface-0.36/t/MyTest.pm
>> GnuPG-Interface-0.36/t/MyTestSpecific.pm
>> GnuPG-Interface-0.36/t/passphrase_handling.t
>> GnuPG-Interface-0.36/t/sign.t
>> GnuPG-Interface-0.36/t/sign_and_encrypt.t
>> GnuPG-Interface-0.36/t/UserId.t
>> GnuPG-Interface-0.36/t/verify.t
>> GnuPG-Interface-0.36/t/wrap_call.t
>> GnuPG-Interface-0.36/test/
>> GnuPG-Interface-0.36/test/encrypted.1.gpg
>> GnuPG-Interface-0.36/test/key.1.asc
>> GnuPG-Interface-0.36/test/options
>> GnuPG-Interface-0.36/test/passphrase
>> GnuPG-Interface-0.36/test/plain.1.txt
>> GnuPG-Interface-0.36/test/public-keys/
>> GnuPG-Interface-0.36/test/public-keys/1.0.test
>> GnuPG-Interface-0.36/test/public-keys/1.1.test
>> GnuPG-Interface-0.36/test/public-keys/2.0.test
>> GnuPG-Interface-0.36/test/public-keys/2.1.test
>> GnuPG-Interface-0.36/test/public-keys-sigs/
>> GnuPG-Interface-0.36/test/public-keys-sigs/1.0.test
>> GnuPG-Interface-0.36/test/public-keys-sigs/1.1.test
>> GnuPG-Interface-0.36/test/public-keys-sigs/2.0.test
>> GnuPG-Interface-0.36/test/public-keys-sigs/2.1.test
>> GnuPG-Interface-0.36/test/pubring.gpg
>> GnuPG-Interface-0.36/test/secret-keys/
>> GnuPG-Interface-0.36/test/secret-keys/1.0.test
>> GnuPG-Interface-0.36/test/secret-keys/2.0.test
>> GnuPG-Interface-0.36/test/secring.gpg
>> GnuPG-Interface-0.36/test/signed.1.asc
>> GnuPG-Interface-0.36/THANKS
>> CPAN: File::Temp loaded ok (v0.22)
>> CPAN: YAML loaded ok (v0.70)
>>
>>   CPAN.pm: Going to build J/JE/JESSE/GnuPG-Interface-0.36.tar.gz
>>
>> which gpg ... /usr/local/bin/gpg
>> Checking if your kit is complete...
>> Looks good
>> Writing Makefile for GnuPG::Interface
>> cp lib/GnuPG/Signature.pm blib/lib/GnuPG/Signature.pm
>> cp lib/GnuPG/Interface.pm blib/lib/GnuPG/Interface.pm
>> AutoSplitting blib/lib/GnuPG/Interface.pm (blib/lib/auto/GnuPG/
>> Interface)
>> blib/lib/GnuPG/Interface.pm: some names are not unique when truncated
>> to 8 characters:
>>  directory blib/lib/auto/GnuPG/Interface:
>>   get_public_keys.al, get_public_keys_with_sigs.al truncate to  
>> get_publ
>> cp lib/GnuPG/SubKey.pm blib/lib/GnuPG/SubKey.pm
>> cp lib/GnuPG/PrimaryKey.pm blib/lib/GnuPG/PrimaryKey.pm
>> cp lib/GnuPG/Handles.pm blib/lib/GnuPG/Handles.pm
>> cp lib/GnuPG/SecretKey.pm blib/lib/GnuPG/SecretKey.pm
>> cp lib/GnuPG/Key.pm blib/lib/GnuPG/Key.pm
>> cp lib/GnuPG/UserId.pm blib/lib/GnuPG/UserId.pm
>> cp lib/GnuPG/Fingerprint.pm blib/lib/GnuPG/Fingerprint.pm
>> cp lib/GnuPG/Options.pm blib/lib/GnuPG/Options.pm
>> cp lib/GnuPG/PublicKey.pm blib/lib/GnuPG/PublicKey.pm
>> Manifying blib/man3/GnuPG::Signature.3pm
>> Manifying blib/man3/GnuPG::Interface.3pm
>> Manifying blib/man3/GnuPG::PrimaryKey.3pm
>> Manifying blib/man3/GnuPG::SubKey.3pm
>> Manifying blib/man3/GnuPG::Handles.3pm
>> Manifying blib/man3/GnuPG::Key.3pm
>> Manifying blib/man3/GnuPG::SecretKey.3pm
>> Manifying blib/man3/GnuPG::Fingerprint.3pm
>> Manifying blib/man3/GnuPG::UserId.3pm
>> Manifying blib/man3/GnuPG::PublicKey.3pm
>> Manifying blib/man3/GnuPG::Options.3pm
>>   JESSE/GnuPG-Interface-0.36.tar.gz
>>   /usr/bin/make -- OK
>> Running make test
>> PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"
>> "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
>> t/clearsign.t .............. ok
>> t/decrypt.t ................ ok
>> t/detach_sign.t ............ ok
>> t/encrypt.t ................ 1/3 gpg: WARNING: unsafe permissions on
>> homedir `test'
>> t/encrypt.t ................ ok
>> t/encrypt_symmetrically.t .. ok
>> t/export_keys.t ............ ok
>> t/Fingerprint.t ............ ok
>> t/get_public_keys.t ........ gpg: WARNING: unsafe permissions on
>> homedir `test'
>> t/get_public_keys.t ........ 1/3 subkeys fail comparison; this is a
>> known issue with GnuPG 1.0.1 at t/get_public_keys.t line 92.
>> t/get_public_keys.t ........ Failed 3/3 subtests
>> t/get_secret_keys.t ........ gpg: WARNING: unsafe permissions on
>> homedir `test'
>> t/get_secret_keys.t ........ Failed 2/2 subtests
>> t/import_keys.t ............ ok
>> t/Interface.t .............. ok
>> t/list_public_keys.t ....... ok
>> t/list_secret_keys.t ....... ok
>> t/list_sigs.t .............. ok
>> t/passphrase_handling.t .... 1/3 gpg: WARNING: unsafe permissions on
>> homedir `test'
>> t/passphrase_handling.t .... ok
>> t/sign.t ................... ok
>> t/sign_and_encrypt.t ....... ok
>> t/UserId.t ................. ok
>> t/verify.t ................. ok
>> t/wrap_call.t .............. ok
>>
>> Test Summary Report
>> -------------------
>> t/get_public_keys.t      (Wstat: 0 Tests: 3 Failed: 3)
>>   Failed tests:  1-3
>> t/get_secret_keys.t      (Wstat: 0 Tests: 2 Failed: 2)
>>   Failed tests:  1-2
>> Files=20, Tests=51,  2 wallclock secs ( 0.07 usr  0.06 sys +  1.27
>> cusr  0.39 csys =  1.79 CPU)
>> Result: FAIL
>> Failed 2/20 test programs. 5/51 subtests failed.
>> make: *** [test_dynamic] Error 255
>>   JESSE/GnuPG-Interface-0.36.tar.gz
>>   /usr/bin/make test -- NOT OK
>> //hint// to see the cpan-testers results for installing this module,
>> try:
>>   reports JESSE/GnuPG-Interface-0.36.tar.gz
>> Running make install
>>   make test had returned bad status, won't install without force
>> Failed during this command:
>>  JESSE/GnuPG-Interface-0.36.tar.gz            : make_test NO
>>
>> =======
>>
>>
>>
>> Thanks,
>> Behzad
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From jesse at bestpractical.com  Tue Sep 22 16:52:48 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Sep 2009 16:52:48 -0400
Subject: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface
	tests failing
In-Reply-To: <EE7336F4-F556-4464-871A-66E5E6D03E8D@apple.com>
References: <A1DD8557-33F8-48CE-89E7-CED6C1757EDC@apple.com>
	<20090922191956.GD98018@jibsheet.com>
	<EE7336F4-F556-4464-871A-66E5E6D03E8D@apple.com>
Message-ID: <20090922205248.GC28718@bestpractical.com>




On Tue, Sep 22, 2009 at 01:50:27PM -0700, Behzad Mahini wrote:
> Here are the results of the manual install associated to "prove -lv t/ 
> anythiing_that_fails"  for all of the failing tests ('perl  
> Makefile.PL' & 'make test' steps resulted in the same output as I had  
> already reported in my earlier email):
> 

Try out http://search.cpan.org/~jesse/GnuPG-Interface-0.40_04/ instead
of 0.36 and tell us how it does.

> 
> ====
> $ sudo prove -lv t/encrypt.t
> t/encrypt.t ..
> 1..3
> Can't locate auto/GnuPG/Interface/autosplit.ix in @INC (@INC  
> contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
> Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
> Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
> System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
> multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
> 5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
> Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
> multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
> Library/Perl/5.8.1 .) at /System/Library/Perl/5.8.8/AutoLoader.pm line  
> 160.
>   at /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib/GnuPG/ 
> Interface.pm line 22
> Can't locate auto/GnuPG/Interface/encrypt.al in @INC (@INC contains: ./ 
> t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib /Library/Perl/ 
> Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/Updates/5.8.8 / 
> System/Library/Perl/5.8.8/darwin-thread-multi-2level /System/Library/ 
> Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread-multi-2level /Library/ 
> Perl/5.8.8 /Library/Perl /Network/Library/Perl/5.8.8/darwin-thread- 
> multi-2level /Network/Library/Perl/5.8.8 /Network/Library/Perl /System/ 
> Library/Perl/Extras/5.8.8/darwin-thread-multi-2level /System/Library/ 
> Perl/Extras/5.8.8 /Library/Perl/5.8.6 /Library/Perl/5.8.1 .) at t/ 
> encrypt.t line 21
> Dubious, test returned 2 (wstat 512, 0x200)
> Failed 3/3 subtests
> 
> Test Summary Report
> -------------------
> t/encrypt.t (Wstat: 512 Tests: 0 Failed: 0)
>    Non-zero exit status: 2
>    Parse errors: Bad plan.  You planned 3 tests but ran 0.
> Files=1, Tests=0,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.05 cusr   
> 0.00 csys =  0.07 CPU)
> Result: FAIL
> ====
> 
> 
> ====
> $ sudo prove -lv t/get_public_keys.t
> t/get_public_keys.t ..
> 1..3
> Can't locate auto/GnuPG/Interface/autosplit.ix in @INC (@INC  
> contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
> Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
> Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
> System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
> multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
> 5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
> Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
> multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
> Library/Perl/5.8.1 .) at /System/Library/Perl/5.8.8/AutoLoader.pm line  
> 160.
>   at /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib/GnuPG/ 
> Interface.pm line 22
> Can't locate auto/GnuPG/Interface/get_public_.al in @INC (@INC  
> contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
> Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
> Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
> System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
> multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
> 5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
> Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
> multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
> Library/Perl/5.8.1 .) at t/get_public_keys.t line 22
> Dubious, test returned 2 (wstat 512, 0x200)
> Failed 3/3 subtests
> 
> Test Summary Report
> -------------------
> t/get_public_keys.t (Wstat: 512 Tests: 0 Failed: 0)
>    Non-zero exit status: 2
>    Parse errors: Bad plan.  You planned 3 tests but ran 0.
> Files=1, Tests=0,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.05 cusr   
> 0.01 csys =  0.08 CPU)
> Result: FAIL
> ====
> 
> 
> ====
> $ sudo prove -lv t/get_secret_keys.t
> t/get_secret_keys.t ..
> 1..2
> Can't locate auto/GnuPG/Interface/autosplit.ix in @INC (@INC  
> contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
> Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
> Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
> System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
> multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
> 5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
> Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
> multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
> Library/Perl/5.8.1 .) at /System/Library/Perl/5.8.8/AutoLoader.pm line  
> 160.
>   at /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib/GnuPG/ 
> Interface.pm line 22
> Can't locate auto/GnuPG/Interface/get_secret_.al in @INC (@INC  
> contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
> Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
> Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
> System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
> multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
> 5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
> Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
> multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
> Library/Perl/5.8.1 .) at t/get_secret_keys.t line 21
> Dubious, test returned 2 (wstat 512, 0x200)
> Failed 2/2 subtests
> 
> Test Summary Report
> -------------------
> t/get_secret_keys.t (Wstat: 512 Tests: 0 Failed: 0)
>    Non-zero exit status: 2
>    Parse errors: Bad plan.  You planned 2 tests but ran 0.
> Files=1, Tests=0,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.05 cusr   
> 0.00 csys =  0.07 CPU)
> Result: FAIL
> ====
> 
> 
> ====
> $ sudo prove -lv t/passphrase_handling.t
> t/passphrase_handling.t ..
> 1..3
> Can't locate auto/GnuPG/Interface/autosplit.ix in @INC (@INC  
> contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
> Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
> Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
> System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
> multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
> 5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
> Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
> multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
> Library/Perl/5.8.1 .) at /System/Library/Perl/5.8.8/AutoLoader.pm line  
> 160.
>   at /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib/GnuPG/ 
> Interface.pm line 22
> Can't locate auto/GnuPG/Interface/test_defaul.al in @INC (@INC  
> contains: ./t /usr/local/.cpan/build/GnuPG-Interface-0.36-04tjP6/lib / 
> Library/Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
> Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level / 
> System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread- 
> multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/ 
> 5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 /Network/ 
> Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
> multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
> Library/Perl/5.8.1 .) at t/passphrase_handling.t line 18
> Dubious, test returned 2 (wstat 512, 0x200)
> Failed 3/3 subtests
> 
> Test Summary Report
> -------------------
> t/passphrase_handling.t (Wstat: 512 Tests: 0 Failed: 0)
>    Non-zero exit status: 2
>    Parse errors: Bad plan.  You planned 3 tests but ran 0.
> Files=1, Tests=0,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.04 cusr   
> 0.00 csys =  0.06 CPU)
> Result: FAIL
> ====
> 
> 
> -Behzad
> 
> On Sep 22, 2009, at 12:19 PM, Kevin Falcone wrote:
> 
> > On Tue, Sep 22, 2009 at 11:06:57AM -0700, Behzad Mahini wrote:
> >> I can't finalize my RTIR installation, as I can't do a successful
> >> installation of the last of the RTIR prerequisites due to a bunch of
> >> the tests failing for CPAN module GnuPG::Interface. Before posting, I
> >> did consult all the RTIR documentations, and GnuPG website, and CPAN,
> >> etc., and could not find anything addressing the failing test
> >> results...I also note that CPAN's site claims a 68% success rate  
> >> (Perl
> >> 5.8.8) for tests associated to GnuPG::Interface module.  Details are
> >> listed below.
> >
> > Diagnosing your failure is difficult without more information about
> > why it is failing.
> >
> > Download the module and do the install manually,
> > perl Makefile.PL
> > make test
> > prove -lv t/anything_that_fails
> >
> > -kevin
> >
> >>
> >> My Setup:
> >> =======
> >> RT 3.8.4
> >> RTFM -2.4.2
> >> Mac OS X 10.5.8
> >> MySQL 5.1.37
> >> Apache/2.2.13 (Unix) mod_perl/2.0.4 Perl/v5.8.8 configured
> >>
> >>
> >> My Installed Prerequisites (for RTIR):
> >> ==========================
> >> GnuPG 2.0.13	............(I am planning to use S/MIME, and Gnu's site
> >> recommended version 2.x as opposed to 1.x of GnuPG)
> >>
> >>
> >> Concerns:
> >> ===========
> >> As I am about to use RTIR for secure purposes, the obvious concern of
> >> mine in the event I do a CPAN '"force install GnuPG::Interface", is  
> >> to
> >> get blind-sided with things that I should have not overlooked as a
> >> result of the failing tests.
> >>
> >>
> >> Misc.
> >> =====
> >> I also attempted to do a CPAN installation of module GnuPG (different
> >> than module GnuPG::Interface)...and of its 25 tests, every single one
> >> failed. For now I am assuming that I don't need to worry about this
> >> module as a pre-requisite for a successful installation of RTIR (as
> >> GnuPG::Interface should suffice).
> >>
> >>
> >> Here are the output of my (failing) installation of CPAN module
> >> GnuPG::Interface:
> >> ===============================================================
> >>
> >> cpan[3]> install GnuPG::Interface
> >> Running install for module 'GnuPG::Interface'
> >> Running make for J/JE/JESSE/GnuPG-Interface-0.36.tar.gz
> >> CPAN: Digest::SHA loaded ok (v5.47)
> >> CPAN: Compress::Zlib loaded ok (v2.02)
> >> Checksum for /usr/local/.cpan/sources/authors/id/J/JE/JESSE/GnuPG-
> >> Interface-0.36.tar.gz ok
> >> Scanning cache /usr/local/.cpan/build for sizes
> >> ............................................................................DONE
> >> CPAN: Archive::Tar loaded ok (v1.52)
> >> GnuPG-Interface-0.36/
> >> GnuPG-Interface-0.36/ChangeLog
> >> GnuPG-Interface-0.36/COPYING
> >> GnuPG-Interface-0.36/lib/
> >> GnuPG-Interface-0.36/lib/GnuPG/
> >> GnuPG-Interface-0.36/lib/GnuPG/Fingerprint.pm
> >> GnuPG-Interface-0.36/lib/GnuPG/Handles.pm
> >> GnuPG-Interface-0.36/lib/GnuPG/Interface.pm
> >> GnuPG-Interface-0.36/lib/GnuPG/Key.pm
> >> GnuPG-Interface-0.36/lib/GnuPG/Options.pm
> >> GnuPG-Interface-0.36/lib/GnuPG/PrimaryKey.pm
> >> GnuPG-Interface-0.36/lib/GnuPG/PublicKey.pm
> >> GnuPG-Interface-0.36/lib/GnuPG/SecretKey.pm
> >> GnuPG-Interface-0.36/lib/GnuPG/Signature.pm
> >> GnuPG-Interface-0.36/lib/GnuPG/SubKey.pm
> >> GnuPG-Interface-0.36/lib/GnuPG/UserId.pm
> >> GnuPG-Interface-0.36/Makefile.PL
> >> GnuPG-Interface-0.36/MANIFEST
> >> GnuPG-Interface-0.36/META.yml
> >> GnuPG-Interface-0.36/NEWS
> >> GnuPG-Interface-0.36/README
> >> GnuPG-Interface-0.36/SIGNATURE
> >> GnuPG-Interface-0.36/t/
> >> GnuPG-Interface-0.36/t/clearsign.t
> >> GnuPG-Interface-0.36/t/decrypt.t
> >> GnuPG-Interface-0.36/t/detach_sign.t
> >> GnuPG-Interface-0.36/t/encrypt.t
> >> GnuPG-Interface-0.36/t/encrypt_symmetrically.t
> >> GnuPG-Interface-0.36/t/export_keys.t
> >> GnuPG-Interface-0.36/t/Fingerprint.t
> >> GnuPG-Interface-0.36/t/get_public_keys.t
> >> GnuPG-Interface-0.36/t/get_secret_keys.t
> >> GnuPG-Interface-0.36/t/GnuPG/
> >> GnuPG-Interface-0.36/t/GnuPG/ComparableFingerprint.pm
> >> GnuPG-Interface-0.36/t/GnuPG/ComparableKey.pm
> >> GnuPG-Interface-0.36/t/GnuPG/ComparablePrimaryKey.pm
> >> GnuPG-Interface-0.36/t/GnuPG/ComparablePublicKey.pm
> >> GnuPG-Interface-0.36/t/GnuPG/ComparableSecretKey.pm
> >> GnuPG-Interface-0.36/t/GnuPG/ComparableSignature.pm
> >> GnuPG-Interface-0.36/t/GnuPG/ComparableSubKey.pm
> >> GnuPG-Interface-0.36/t/GnuPG/ComparableUserId.pm
> >> GnuPG-Interface-0.36/t/import_keys.t
> >> GnuPG-Interface-0.36/t/Interface.t
> >> GnuPG-Interface-0.36/t/list_public_keys.t
> >> GnuPG-Interface-0.36/t/list_secret_keys.t
> >> GnuPG-Interface-0.36/t/list_sigs.t
> >> GnuPG-Interface-0.36/t/MyTest.pm
> >> GnuPG-Interface-0.36/t/MyTestSpecific.pm
> >> GnuPG-Interface-0.36/t/passphrase_handling.t
> >> GnuPG-Interface-0.36/t/sign.t
> >> GnuPG-Interface-0.36/t/sign_and_encrypt.t
> >> GnuPG-Interface-0.36/t/UserId.t
> >> GnuPG-Interface-0.36/t/verify.t
> >> GnuPG-Interface-0.36/t/wrap_call.t
> >> GnuPG-Interface-0.36/test/
> >> GnuPG-Interface-0.36/test/encrypted.1.gpg
> >> GnuPG-Interface-0.36/test/key.1.asc
> >> GnuPG-Interface-0.36/test/options
> >> GnuPG-Interface-0.36/test/passphrase
> >> GnuPG-Interface-0.36/test/plain.1.txt
> >> GnuPG-Interface-0.36/test/public-keys/
> >> GnuPG-Interface-0.36/test/public-keys/1.0.test
> >> GnuPG-Interface-0.36/test/public-keys/1.1.test
> >> GnuPG-Interface-0.36/test/public-keys/2.0.test
> >> GnuPG-Interface-0.36/test/public-keys/2.1.test
> >> GnuPG-Interface-0.36/test/public-keys-sigs/
> >> GnuPG-Interface-0.36/test/public-keys-sigs/1.0.test
> >> GnuPG-Interface-0.36/test/public-keys-sigs/1.1.test
> >> GnuPG-Interface-0.36/test/public-keys-sigs/2.0.test
> >> GnuPG-Interface-0.36/test/public-keys-sigs/2.1.test
> >> GnuPG-Interface-0.36/test/pubring.gpg
> >> GnuPG-Interface-0.36/test/secret-keys/
> >> GnuPG-Interface-0.36/test/secret-keys/1.0.test
> >> GnuPG-Interface-0.36/test/secret-keys/2.0.test
> >> GnuPG-Interface-0.36/test/secring.gpg
> >> GnuPG-Interface-0.36/test/signed.1.asc
> >> GnuPG-Interface-0.36/THANKS
> >> CPAN: File::Temp loaded ok (v0.22)
> >> CPAN: YAML loaded ok (v0.70)
> >>
> >>   CPAN.pm: Going to build J/JE/JESSE/GnuPG-Interface-0.36.tar.gz
> >>
> >> which gpg ... /usr/local/bin/gpg
> >> Checking if your kit is complete...
> >> Looks good
> >> Writing Makefile for GnuPG::Interface
> >> cp lib/GnuPG/Signature.pm blib/lib/GnuPG/Signature.pm
> >> cp lib/GnuPG/Interface.pm blib/lib/GnuPG/Interface.pm
> >> AutoSplitting blib/lib/GnuPG/Interface.pm (blib/lib/auto/GnuPG/
> >> Interface)
> >> blib/lib/GnuPG/Interface.pm: some names are not unique when truncated
> >> to 8 characters:
> >>  directory blib/lib/auto/GnuPG/Interface:
> >>   get_public_keys.al, get_public_keys_with_sigs.al truncate to  
> >> get_publ
> >> cp lib/GnuPG/SubKey.pm blib/lib/GnuPG/SubKey.pm
> >> cp lib/GnuPG/PrimaryKey.pm blib/lib/GnuPG/PrimaryKey.pm
> >> cp lib/GnuPG/Handles.pm blib/lib/GnuPG/Handles.pm
> >> cp lib/GnuPG/SecretKey.pm blib/lib/GnuPG/SecretKey.pm
> >> cp lib/GnuPG/Key.pm blib/lib/GnuPG/Key.pm
> >> cp lib/GnuPG/UserId.pm blib/lib/GnuPG/UserId.pm
> >> cp lib/GnuPG/Fingerprint.pm blib/lib/GnuPG/Fingerprint.pm
> >> cp lib/GnuPG/Options.pm blib/lib/GnuPG/Options.pm
> >> cp lib/GnuPG/PublicKey.pm blib/lib/GnuPG/PublicKey.pm
> >> Manifying blib/man3/GnuPG::Signature.3pm
> >> Manifying blib/man3/GnuPG::Interface.3pm
> >> Manifying blib/man3/GnuPG::PrimaryKey.3pm
> >> Manifying blib/man3/GnuPG::SubKey.3pm
> >> Manifying blib/man3/GnuPG::Handles.3pm
> >> Manifying blib/man3/GnuPG::Key.3pm
> >> Manifying blib/man3/GnuPG::SecretKey.3pm
> >> Manifying blib/man3/GnuPG::Fingerprint.3pm
> >> Manifying blib/man3/GnuPG::UserId.3pm
> >> Manifying blib/man3/GnuPG::PublicKey.3pm
> >> Manifying blib/man3/GnuPG::Options.3pm
> >>   JESSE/GnuPG-Interface-0.36.tar.gz
> >>   /usr/bin/make -- OK
> >> Running make test
> >> PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"
> >> "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
> >> t/clearsign.t .............. ok
> >> t/decrypt.t ................ ok
> >> t/detach_sign.t ............ ok
> >> t/encrypt.t ................ 1/3 gpg: WARNING: unsafe permissions on
> >> homedir `test'
> >> t/encrypt.t ................ ok
> >> t/encrypt_symmetrically.t .. ok
> >> t/export_keys.t ............ ok
> >> t/Fingerprint.t ............ ok
> >> t/get_public_keys.t ........ gpg: WARNING: unsafe permissions on
> >> homedir `test'
> >> t/get_public_keys.t ........ 1/3 subkeys fail comparison; this is a
> >> known issue with GnuPG 1.0.1 at t/get_public_keys.t line 92.
> >> t/get_public_keys.t ........ Failed 3/3 subtests
> >> t/get_secret_keys.t ........ gpg: WARNING: unsafe permissions on
> >> homedir `test'
> >> t/get_secret_keys.t ........ Failed 2/2 subtests
> >> t/import_keys.t ............ ok
> >> t/Interface.t .............. ok
> >> t/list_public_keys.t ....... ok
> >> t/list_secret_keys.t ....... ok
> >> t/list_sigs.t .............. ok
> >> t/passphrase_handling.t .... 1/3 gpg: WARNING: unsafe permissions on
> >> homedir `test'
> >> t/passphrase_handling.t .... ok
> >> t/sign.t ................... ok
> >> t/sign_and_encrypt.t ....... ok
> >> t/UserId.t ................. ok
> >> t/verify.t ................. ok
> >> t/wrap_call.t .............. ok
> >>
> >> Test Summary Report
> >> -------------------
> >> t/get_public_keys.t      (Wstat: 0 Tests: 3 Failed: 3)
> >>   Failed tests:  1-3
> >> t/get_secret_keys.t      (Wstat: 0 Tests: 2 Failed: 2)
> >>   Failed tests:  1-2
> >> Files=20, Tests=51,  2 wallclock secs ( 0.07 usr  0.06 sys +  1.27
> >> cusr  0.39 csys =  1.79 CPU)
> >> Result: FAIL
> >> Failed 2/20 test programs. 5/51 subtests failed.
> >> make: *** [test_dynamic] Error 255
> >>   JESSE/GnuPG-Interface-0.36.tar.gz
> >>   /usr/bin/make test -- NOT OK
> >> //hint// to see the cpan-testers results for installing this module,
> >> try:
> >>   reports JESSE/GnuPG-Interface-0.36.tar.gz
> >> Running make install
> >>   make test had returned bad status, won't install without force
> >> Failed during this command:
> >>  JESSE/GnuPG-Interface-0.36.tar.gz            : make_test NO
> >>
> >> =======
> >>
> >>
> >>
> >> Thanks,
> >> Behzad
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: sales at bestpractical.com
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From falcone at bestpractical.com  Tue Sep 22 17:12:46 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Sep 2009 17:12:46 -0400
Subject: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface
 tests failing
In-Reply-To: <EE7336F4-F556-4464-871A-66E5E6D03E8D@apple.com>
References: <A1DD8557-33F8-48CE-89E7-CED6C1757EDC@apple.com>
	<20090922191956.GD98018@jibsheet.com>
	<EE7336F4-F556-4464-871A-66E5E6D03E8D@apple.com>
Message-ID: <20090922211246.GB3793@jibsheet.com>

On Tue, Sep 22, 2009 at 01:50:27PM -0700, Behzad Mahini wrote:
> Here are the results of the manual install associated to "prove -lv t/ 
> anythiing_that_fails"  for all of the failing tests ('perl  
> Makefile.PL' & 'make test' steps resulted in the same output as I had  
> already reported in my earlier email):

Try prove -bv t/somethingthatfails.t
I forgot there were shared libs and not just perl libs in there,
but also, Jesse's comments about the dev release could be interesting.

-kevin


From mahini at apple.com  Tue Sep 22 17:35:11 2009
From: mahini at apple.com (Behzad Mahini)
Date: Tue, 22 Sep 2009 14:35:11 -0700
Subject: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface
	tests failing
In-Reply-To: <20090922211246.GB3793@jibsheet.com>
References: <A1DD8557-33F8-48CE-89E7-CED6C1757EDC@apple.com>
	<20090922191956.GD98018@jibsheet.com>
	<EE7336F4-F556-4464-871A-66E5E6D03E8D@apple.com>
	<20090922211246.GB3793@jibsheet.com>
Message-ID: <1D083DCB-BCD0-408D-9EFD-B75C073B730F@apple.com>

Results of 'prove -bv t/some_failing_test' (for all of the failed  
cases).. Based on what I am seeing in the following output, I'll wait  
for your response before I try Jesse's suggestion about the dev  
release (GnuPG-Interface-040.x Devel version).


=========
$ sudo prove -bv t/encrypt.t
t/encrypt.t ..
1..3
ok 1
gpg: WARNING: unsafe permissions on homedir `test'
ok 2
ok 3
ok
All tests successful.
Files=1, Tests=3,  1 wallclock secs ( 0.02 usr  0.00 sys +  0.08 cusr   
0.03 csys =  0.13 CPU)
Result: PASS
=========


=========
$ sudo prove -bv t/get_public_keys.t
t/get_public_keys.t ..
1..3
gpg: WARNING: unsafe permissions on homedir `test'
not ok 1
not ok 2
not ok 3
subkeys fail comparison; this is a known issue with GnuPG 1.0.1 at t/ 
get_public_keys.t line 92.
Failed 3/3 subtests

Test Summary Report
-------------------
t/get_public_keys.t (Wstat: 0 Tests: 3 Failed: 3)
   Failed tests:  1-3
Files=1, Tests=3,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.06 cusr   
0.01 csys =  0.09 CPU)
Result: FAIL

=========


=========
$ sudo prove -bv t/get_secret_keys.t
t/get_secret_keys.t ..
1..2
gpg: WARNING: unsafe permissions on homedir `test'
not ok 1
not ok 2
Failed 2/2 subtests

Test Summary Report
-------------------
t/get_secret_keys.t (Wstat: 0 Tests: 2 Failed: 2)
   Failed tests:  1-2
Files=1, Tests=2,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.06 cusr   
0.01 csys =  0.09 CPU)
Result: FAIL

=========


=========
sudo prove -bv t/passphrase_handling.t
t/passphrase_handling.t ..
1..3
ok 1
ok 2
gpg: WARNING: unsafe permissions on homedir `test'
ok 3
ok
All tests successful.
Files=1, Tests=3,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.08 cusr   
0.02 csys =  0.12 CPU)
Result: PASS
=========


-Behzad

On Sep 22, 2009, at 2:12 PM, Kevin Falcone wrote:

> On Tue, Sep 22, 2009 at 01:50:27PM -0700, Behzad Mahini wrote:
>> Here are the results of the manual install associated to "prove -lv  
>> t/
>> anythiing_that_fails"  for all of the failing tests ('perl
>> Makefile.PL' & 'make test' steps resulted in the same output as I had
>> already reported in my earlier email):
>
> Try prove -bv t/somethingthatfails.t
> I forgot there were shared libs and not just perl libs in there,
> but also, Jesse's comments about the dev release could be interesting.
>
> -kevin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From benatan at reed.edu  Tue Sep 22 19:20:40 2009
From: benatan at reed.edu (Ethan Benatan)
Date: Tue, 22 Sep 2009 16:20:40 -0700
Subject: [rt-users] Per-queue signature? (warning: newbie q!)
In-Reply-To: <20090922192159.GA3793@jibsheet.com>
References: <4AB91653.2040909@reed.edu> <20090922192159.GA3793@jibsheet.com>
Message-ID: <4AB95BC8.1090705@reed.edu>

That sounds rather simple...and it works.  Thanks so much!

Ethan



On 9/22/09 12:21 PM, Kevin Falcone wrote:
> On Tue, Sep 22, 2009 at 11:24:19AM -0700, Ethan Benatan wrote:
>> Greetings.  We've been using RT for years but I'm a newbie at administration, so
>>  please forgive the very basic question.
>>
>> I'd like to set up a sig that gets used for every reply from a particular queue.
>> (it's an anti-phishing thing).  We have many techs who touch this queue, and
>> some of them also touch other queues, so using the personal sig setting is not a
>> good solution.  (Also, we'd like to be able to quickly change it for the entire
>> queue, to help get the word out about threats or attacks.)
>>
>> I can set up autoreplies so I have a very basic understanding of scrips and
>> templates, but I am not sure how to go about this, and I am not yet up the
>> learning curve enough to figure it out from the docs on the wiki or the past
>> threads here.  Help?
> 
> Sounds like you want Configuration -> Queue -> Queue Name -> Templates
> make a template named the same as the global template that currently
> is mailed out and copy it and add your signature
> 
> -kevin
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From mahini at apple.com  Tue Sep 22 19:23:59 2009
From: mahini at apple.com (Behzad Mahini)
Date: Tue, 22 Sep 2009 16:23:59 -0700
Subject: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface
	tests failing
In-Reply-To: <20090922205248.GC28718@bestpractical.com>
References: <A1DD8557-33F8-48CE-89E7-CED6C1757EDC@apple.com>
	<20090922191956.GD98018@jibsheet.com>
	<EE7336F4-F556-4464-871A-66E5E6D03E8D@apple.com>
	<20090922205248.GC28718@bestpractical.com>
Message-ID: <87B26315-A28C-424D-B83A-6EFDA20317D5@apple.com>

I attempted to manually install "GnuPG-Interface-040_04" ( 1--perl  
Makefile.PL 2-- make test,...), and it also failed during the 'make  
test' phase and hence no installation. Warning/Error messages were  
pretty much similar to the 'make test' phase of 'GnuPG- 
Interface-0.36' (with the exception that a lot of CPAN dependencies  
for this module needed to get installed manually --listed below). Test  
failure results are shown below, as well as a few other notes


1) GnuPG Pre-requisite for my box
==========================
gpg2 (instead of gpg) -- gnupg-2.0.13 (http://www.gnupg.org/)

2) Results of "make test"
===================

$ sudo make test
cp lib/GnuPG/Signature.pm blib/lib/GnuPG/Signature.pm
cp lib/GnuPG/Interface.pm blib/lib/GnuPG/Interface.pm
AutoSplitting blib/lib/GnuPG/Interface.pm (blib/lib/auto/GnuPG/ 
Interface)
blib/lib/GnuPG/Interface.pm: some names are not unique when truncated  
to 8 characters:
  directory blib/lib/auto/GnuPG/Interface:
   get_public_keys.al, get_public_keys_with_sigs.al truncate to get_publ
cp lib/GnuPG/PrimaryKey.pm blib/lib/GnuPG/PrimaryKey.pm
cp lib/GnuPG/SubKey.pm blib/lib/GnuPG/SubKey.pm
cp lib/GnuPG/Handles.pm blib/lib/GnuPG/Handles.pm
cp lib/GnuPG/HashInit.pm blib/lib/GnuPG/HashInit.pm
cp lib/GnuPG/Key.pm blib/lib/GnuPG/Key.pm
cp lib/GnuPG/SecretKey.pm blib/lib/GnuPG/SecretKey.pm
cp lib/GnuPG/Fingerprint.pm blib/lib/GnuPG/Fingerprint.pm
cp lib/GnuPG/UserId.pm blib/lib/GnuPG/UserId.pm
cp lib/GnuPG/PublicKey.pm blib/lib/GnuPG/PublicKey.pm
cp lib/GnuPG/Options.pm blib/lib/GnuPG/Options.pm
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"  
"test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t
t/clearsign.t .............. ok
t/decrypt.t ................ ok
t/detach_sign.t ............ ok
t/encrypt.t ................ 1/3 gpg: WARNING: unsafe permissions on  
homedir `test'
t/encrypt.t ................ ok
t/encrypt_symmetrically.t .. ok
t/export_keys.t ............ ok
t/Fingerprint.t ............ ok
t/get_public_keys.t ........ gpg: WARNING: unsafe permissions on  
homedir `test'
t/get_public_keys.t ........ 1/3 subkeys fail comparison; this is a  
known issue with GnuPG 1.0.1 at t/get_public_keys.t line 92.
t/get_public_keys.t ........ Failed 3/3 subtests
t/get_secret_keys.t ........ gpg: WARNING: unsafe permissions on  
homedir `test'
t/get_secret_keys.t ........ Failed 2/2 subtests
t/import_keys.t ............ ok
t/Interface.t .............. ok
t/list_public_keys.t ....... ok
t/list_secret_keys.t ....... ok
t/list_sigs.t .............. ok
t/passphrase_handling.t .... 1/3 gpg: WARNING: unsafe permissions on  
homedir `test'
t/passphrase_handling.t .... ok
t/sign.t ................... ok
t/sign_and_encrypt.t ....... ok
t/UserId.t ................. ok
t/verify.t ................. ok
t/wrap_call.t .............. ok

Test Summary Report
-------------------
t/get_public_keys.t      (Wstat: 0 Tests: 3 Failed: 3)
   Failed tests:  1-3
t/get_secret_keys.t      (Wstat: 0 Tests: 2 Failed: 2)
   Failed tests:  1-2
Files=20, Tests=51,  2 wallclock secs ( 0.07 usr  0.05 sys +  1.47  
cusr  0.43 csys =  2.02 CPU)
Result: FAIL
Failed 2/20 test programs. 5/51 subtests failed.
make: *** [test_dynamic] Error 255

====


3) Results of the 'prove -blv t/some_failing_test'  (Note: I combined  
flags "b" & "l" together) -- for all Warnings/Error cases
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
========================================================================

====
$ sudo prove -blv t/encrypt.t
Password:
t/encrypt.t ..
1..3
ok 1
gpg: WARNING: unsafe permissions on homedir `test'
ok 2
ok 3
ok
All tests successful.
Files=1, Tests=3,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.10 cusr   
0.04 csys =  0.16 CPU)
Result: PASS

====

====
$ sudo prove -blv t/get_public_keys.t
t/get_public_keys.t ..
1..3
gpg: WARNING: unsafe permissions on homedir `test'
not ok 1
not ok 2
not ok 3
subkeys fail comparison; this is a known issue with GnuPG 1.0.1 at t/ 
get_public_keys.t line 92.
Failed 3/3 subtests

Test Summary Report
-------------------
t/get_public_keys.t (Wstat: 0 Tests: 3 Failed: 3)
   Failed tests:  1-3
Files=1, Tests=3,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.07 cusr   
0.01 csys =  0.10 CPU)
Result: FAIL

====

====
$ sudo prove -blv t/get_secret_keys.t
t/get_secret_keys.t ..
1..2
gpg: WARNING: unsafe permissions on homedir `test'
not ok 1
not ok 2
Failed 2/2 subtests

Test Summary Report
-------------------
t/get_secret_keys.t (Wstat: 0 Tests: 2 Failed: 2)
   Failed tests:  1-2
Files=1, Tests=2,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.07 cusr   
0.01 csys =  0.10 CPU)
Result: FAIL

====

====
$ sudo prove -blv t/passphrase_handling.t
t/passphrase_handling.t ..
1..3
ok 1
ok 2
gpg: WARNING: unsafe permissions on homedir `test'
ok 3
ok
All tests successful.
Files=1, Tests=3,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.09 cusr   
0.02 csys =  0.13 CPU)
Result: PASS

====


4) CPAN dependencies that Must get installed manually before "GnuPG- 
Interface-040_04 provides any "make test" error messages:
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
========================================================================

Any::Moose
Mouse
MRO::Compat
Class::MOP
Moose
Class::Method::Modifiers::Fast
Class::Method::Modifiers
Test::Output
Declare::Constraints::Simple



-Behzad

>
>
>
> On Tue, Sep 22, 2009 at 01:50:27PM -0700, Behzad Mahini wrote:
>> Here are the results of the manual install associated to "prove -lv  
>> t/
>> anythiing_that_fails"  for all of the failing tests ('perl
>> Makefile.PL' & 'make test' steps resulted in the same output as I had
>> already reported in my earlier email):
>>
>
> Try out http://search.cpan.org/~jesse/GnuPG-Interface-0.40_04/ instead
> of 0.36 and tell us how it does.



From ruslan.zakirov at gmail.com  Wed Sep 23 04:10:14 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 23 Sep 2009 12:10:14 +0400
Subject: [rt-users] Shredder question
In-Reply-To: <4AB8F665.80200@lbl.gov>
References: <4AB8F665.80200@lbl.gov>
Message-ID: <589c94400909230110y277cb036l10901f9f9206a5c7@mail.gmail.com>

Hello Ken,

Delete them as there is no record to reference anymore after shredding a ticket.

On Tue, Sep 22, 2009 at 8:08 PM, Ken Crocker <kfcrocker at lbl.gov> wrote:
> To list,
>
> I haven't used Shredder before so I have a question: when it removes a
> deleted ticket, will it also remove the OBJECTCUSTOMFIELDVALUES records
> as well or just disable them?
>
> Kenn
> LBNL
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From banatara at hcl.in  Wed Sep 23 05:32:03 2009
From: banatara at hcl.in (Baskaraganesan Natarajan)
Date: Wed, 23 Sep 2009 15:02:03 +0530
Subject: [rt-users] Documentation on RT Objects
In-Reply-To: <4AA65594.8090209@potsdam.edu>
References: <A484C41ED64DD344B05F95481D90681A1A3D5A8895@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<4AA65594.8090209@potsdam.edu>
Message-ID: <A484C41ED64DD344B05F95481D90681A1A3D9E2C52@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>

Hi Matthew,

Thanks much for your reply. I have got this installed and searched thru it.
It shows same page except for the choosen help topic in the title something like below.
"perl5::vendor_perl::5::10::0::HTML::Mason::Compiler::ToObject"

But it doesn't seem to contain details of members of the run-time objects like $TicketObj or any info on how to get the members of a group etc.  Can you please let me know.

Thanks,
Baskar N



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matthew Keller
Sent: Tuesday, September 08, 2009 6:31 PM
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Documentation on RT Objects

Baskaraganesan Natarajan wrote:
> I have RT 3.8.2 running in Fedora 9 and trying to configure by writing
> scrips. I am looking for documentation on using different runtime
> objects like $TicketObj / $TransactionObj etc. Can you please let me
> know if it is available somewhere in the web.

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

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


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

DISCLAIMER:
-----------------------------------------------------------------------------------------------------------------------

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.

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


From kellermg at potsdam.edu  Wed Sep 23 07:58:53 2009
From: kellermg at potsdam.edu (Matthew Keller)
Date: 23 Sep 2009 07:58:53 -0400
Subject: [rt-users] Documentation on RT Objects
In-Reply-To: <A484C41ED64DD344B05F95481D90681A1A3D9E2C52@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
References: <A484C41ED64DD344B05F95481D90681A1A3D5A8895@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<4AA65594.8090209@potsdam.edu>
	<A484C41ED64DD344B05F95481D90681A1A3D9E2C52@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
Message-ID: <4ABA0D7D.5020309@potsdam.edu>

After installing it, on your RT system, you should now have a URL:

http://rt.yourdomain.com/Developer/Perldoc/index.html

Ths documents all of the RT and RTx objects you have installed. The 
ticket object, for example, is under

http://rt.yourdomain.com/Developer/Perldoc/Body.html?n=RT::Ticket

Baskaraganesan Natarajan wrote:
> Hi Matthew,
> 
> Thanks much for your reply. I have got this installed and searched thru it.
> It shows same page except for the choosen help topic in the title something like below.
> "perl5::vendor_perl::5::10::0::HTML::Mason::Compiler::ToObject"
> 
> But it doesn't seem to contain details of members of the run-time objects like $TicketObj or any info on how to get the members of a group etc.  Can you please let me know.
> 
> Thanks,
> Baskar N
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matthew Keller
> Sent: Tuesday, September 08, 2009 6:31 PM
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Documentation on RT Objects
> 
> Baskaraganesan Natarajan wrote:
>> I have RT 3.8.2 running in Fedora 9 and trying to configure by writing
>> scrips. I am looking for documentation on using different runtime
>> objects like $TicketObj / $TransactionObj etc. Can you please let me
>> know if it is available somewhere in the web.
> 
> cpan RT::OnlineDocs



From jesse at bestpractical.com  Wed Sep 23 09:02:08 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Sep 2009 09:02:08 -0400
Subject: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface
	tests failing
In-Reply-To: <87B26315-A28C-424D-B83A-6EFDA20317D5@apple.com>
References: <A1DD8557-33F8-48CE-89E7-CED6C1757EDC@apple.com>
	<20090922191956.GD98018@jibsheet.com>
	<EE7336F4-F556-4464-871A-66E5E6D03E8D@apple.com>
	<20090922205248.GC28718@bestpractical.com>
	<87B26315-A28C-424D-B83A-6EFDA20317D5@apple.com>
Message-ID: <20090923130208.GD1635@bestpractical.com>


> $ sudo prove -blv t/get_public_keys.t
> t/get_public_keys.t ..
> 1..3
> gpg: WARNING: unsafe permissions on homedir `test'
> not ok 1
> not ok 2
> not ok 3
> subkeys fail comparison; this is a known issue with GnuPG 1.0.1 at t/ 
> get_public_keys.t line 92.
> Failed 3/3 subtests
> 
> Test Summary Report

Can you try to track down the source of that gpg warning? I suspect that
it might be umask related. It may be that GnuPG 2.0 is being stricter
about something for homedir permissions.


From ruslan.zakirov at gmail.com  Wed Sep 23 09:11:37 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 23 Sep 2009 17:11:37 +0400
Subject: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface
	tests failing
In-Reply-To: <20090923130208.GD1635@bestpractical.com>
References: <A1DD8557-33F8-48CE-89E7-CED6C1757EDC@apple.com>
	<20090922191956.GD98018@jibsheet.com>
	<EE7336F4-F556-4464-871A-66E5E6D03E8D@apple.com>
	<20090922205248.GC28718@bestpractical.com>
	<87B26315-A28C-424D-B83A-6EFDA20317D5@apple.com>
	<20090923130208.GD1635@bestpractical.com>
Message-ID: <589c94400909230611q45448f94ie6ff468d96fb902d@mail.gmail.com>

May be setting umask to a stricter value will make all those tests pass.

On Wed, Sep 23, 2009 at 5:02 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>> $ sudo prove -blv t/get_public_keys.t
>> t/get_public_keys.t ..
>> 1..3
>> gpg: WARNING: unsafe permissions on homedir `test'
>> not ok 1
>> not ok 2
>> not ok 3
>> subkeys fail comparison; this is a known issue with GnuPG 1.0.1 at t/
>> get_public_keys.t line 92.
>> Failed 3/3 subtests
>>
>> Test Summary Report
>
> Can you try to track down the source of that gpg warning? I suspect that
> it might be umask related. It may be that GnuPG 2.0 is being stricter
> about something for homedir permissions.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From G.Booth at lboro.ac.uk  Wed Sep 23 09:41:39 2009
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Wed, 23 Sep 2009 14:41:39 +0100
Subject: [rt-users] rt 3.8.4 case sensitivity for e-mail addresses
References: <ximss-6949548@frim.lboro.ac.uk>
Message-ID: <ximss-6998392@frim.lboro.ac.uk>

> Check again. It's nothing to do with the email address,
> but rather the collation set for your MySQL tables.
> 
> Note that even with a case-insensitive collation,
> fulltext search is always case-sensitive... :-/

Hi Jerrad
Thanks for this, I've had a look at the collation on the tables and it is 
set to utf8_general_ci, which I thought was case insenstive?

regards

Garry


From raubvogel at gmail.com  Wed Sep 23 10:26:17 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 23 Sep 2009 10:26:17 -0400
Subject: [rt-users] Make non-staff users able to see all tickets (and
 not only theirs)
In-Reply-To: <C10830FEB7384F4DBA220139E108F941DEF8CA3EF5@COMPRTEX01.ptcom.corppt.com>
References: <C10830FEB7384F4DBA220139E108F941DEF8CA3EF5@COMPRTEX01.ptcom.corppt.com>
Message-ID: <4ABA3009.5030307@gmail.com>

Rui Vitor Figueiras Meireles wrote:
>  
> 
> Hi there. I?ve just installed RT 3.6 (It was the version available in 
> EPEL Repositories for RHEL 5). 
> 
> I?m not going to use email to open/reply to tickets, I just want to use 
> email to send notifications.
> 
> This way, all the users must use the http interface.
> 
> I was wondering how it is possible to:
> 
>    1. Make all non-privileged users see ALL the tickets (not only the
>       tickets they are Requestors).

	Could you go to the queues you want to see tickets on and then tell it 
to allow the non-privileged group to see all tickets there?

>    2. Make all non-privileged users be able to login, even if there is
>       not a user account for them (for example, they could login with
>       their email, have a pre-defined password, and have the account
>       automatically created). I know this is possible via email request,
>       but I wanted via browser?
> 

	It may not be what you want but if your non-privileged users are in 
your LDAP server, you would not need to define them in rt in advance. 
Whenever they would log in, they would be seen as non-privileged by rt 
unless you do something to change that.

> 
> I would greatly appreciate if someone could help me with one or more 
> questions.
> 
> Thanks in advance.
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From raubvogel at gmail.com  Wed Sep 23 10:29:03 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 23 Sep 2009 10:29:03 -0400
Subject: [rt-users] sqlite
In-Reply-To: <4AB9235D.8000703@bitstatement.net>
References: <4AB9079F.6050302@gmail.com>
	<20090922173112.GT28718@bestpractical.com>
	<4AB91A03.1030207@bitstatement.net>
	<20090922191434.GX28718@bestpractical.com>
	<4AB9235D.8000703@bitstatement.net>
Message-ID: <4ABA30AF.2000304@gmail.com>

Tom Lahti wrote:
>> Sorry. What I meant to say is "RT's SQLite support"  - I _love_ SQLite
>> for all sorts of applications. multi-user apps with SQLite are totally
>> doable -- you just need to be careful with write concurrency ;)
> 
> If you leave synchronous writes on, you're limited on transaction speed.  A
> commit takes at least two full drive rotations, so for a 7200rpm drive you can
> only do 60 transactions per second.  Not terribly scalable :)
> 
	I am in a small shop (12 people tops). If we end up having 60 tickets 
per minute, I would be happily amazed and glad to upgrade to mysql or 
something else.


From jesse at bestpractical.com  Wed Sep 23 10:50:40 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Sep 2009 10:50:40 -0400
Subject: [rt-users] sqlite
In-Reply-To: <4ABA30AF.2000304@gmail.com>
References: <4AB9079F.6050302@gmail.com>
	<20090922173112.GT28718@bestpractical.com>
	<4AB91A03.1030207@bitstatement.net>
	<20090922191434.GX28718@bestpractical.com>
	<4AB9235D.8000703@bitstatement.net> <4ABA30AF.2000304@gmail.com>
Message-ID: <20090923145040.GF1635@bestpractical.com>




On Wed, Sep 23, 2009 at 10:29:03AM -0400, Mauricio Tavares wrote:
> Tom Lahti wrote:
> >> Sorry. What I meant to say is "RT's SQLite support"  - I _love_ SQLite
> >> for all sorts of applications. multi-user apps with SQLite are totally
> >> doable -- you just need to be careful with write concurrency ;)
> > 
> > If you leave synchronous writes on, you're limited on transaction speed.  A
> > commit takes at least two full drive rotations, so for a 7200rpm drive you can
> > only do 60 transactions per second.  Not terribly scalable :)
> > 
> 	I am in a small shop (12 people tops). If we end up having 60 tickets 
> per minute, I would be happily amazed and glad to upgrade to mysql or 
> something else.

No, really, don't do that.  We haven't tested RT 3.x on SQLite in a
production environment. That's not a supported configuration.  I have no
idea how badly it might hurt you.

Jesse Vincent (RT's Architect)


From lists_mk at wujiman.net  Wed Sep 23 11:15:23 2009
From: lists_mk at wujiman.net (Martin Kraus)
Date: Wed, 23 Sep 2009 17:15:23 +0200
Subject: [rt-users] sqlite
In-Reply-To: <20090923145040.GF1635@bestpractical.com>
References: <4AB9079F.6050302@gmail.com>
	<20090922173112.GT28718@bestpractical.com>
	<4AB91A03.1030207@bitstatement.net>
	<20090922191434.GX28718@bestpractical.com>
	<4AB9235D.8000703@bitstatement.net> <4ABA30AF.2000304@gmail.com>
	<20090923145040.GF1635@bestpractical.com>
Message-ID: <20090923151523.GD1110@finrod>

On Wed, Sep 23, 2009 at 10:50:40AM -0400, Jesse Vincent wrote:
> 
> 
> 
> On Wed, Sep 23, 2009 at 10:29:03AM -0400, Mauricio Tavares wrote:
> > Tom Lahti wrote:
> > >> Sorry. What I meant to say is "RT's SQLite support"  - I _love_ SQLite
> > >> for all sorts of applications. multi-user apps with SQLite are totally
> > >> doable -- you just need to be careful with write concurrency ;)
> > > 
> > > If you leave synchronous writes on, you're limited on transaction speed.  A
> > > commit takes at least two full drive rotations, so for a 7200rpm drive you can
> > > only do 60 transactions per second.  Not terribly scalable :)
> > > 
> > 	I am in a small shop (12 people tops). If we end up having 60 tickets 
> > per minute, I would be happily amazed and glad to upgrade to mysql or 
> > something else.
> 
> No, really, don't do that.  We haven't tested RT 3.x on SQLite in a
> production environment. That's not a supported configuration.  I have no
> idea how badly it might hurt you.

with 300 tickets on a machine running on xen, it's been unusable. took about
15 seconds just to show a ticket. the problem was disk io. underlying disk
space was a hardware raid1 on SAS disks. now with mysql, it takes about 2
seconds to show a ticket.

mk


From rui-f-meireles at telecom.pt  Wed Sep 23 11:19:55 2009
From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles)
Date: Wed, 23 Sep 2009 16:19:55 +0100
Subject: [rt-users] Make non-staff users able to see all tickets (and
 not only theirs)
In-Reply-To: <4ABA3009.5030307@gmail.com>
References: <C10830FEB7384F4DBA220139E108F941DEF8CA3EF5@COMPRTEX01.ptcom.corppt.com>
	<4ABA3009.5030307@gmail.com>
Message-ID: <C10830FEB7384F4DBA220139E108F941DEF8CA3FB6@COMPRTEX01.ptcom.corppt.com>

First of all, thanks for the answers!

>>    1. Make all non-privileged users see ALL the tickets (not only the
>>       tickets they are Requestors).
>
>	Could you go to the queues you want to see tickets on and then tell it 
>to allow the non-privileged group to see all tickets there?

I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
And they can see them now, but they need to write http://...?id=4 to see ticket 4 if it is not theirs.

What I need is to change the /SelfService/index.html in order to have:
 - My open tickets
 - Other people open tickets (this is what I want)


>>    2. Make all non-privileged users be able to login, even if there is
>>       not a user account for them

I don't want to use a LDAP Server. If not possible, I will just have to create the accounts by hand.


Thanks!


-----Original Message-----
From: Mauricio Tavares [mailto:raubvogel at gmail.com] 
Sent: quarta-feira, 23 de Setembro de 2009 15:26
To: Rui Vitor Figueiras Meireles
Cc: RT Users
Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)

Rui Vitor Figueiras Meireles wrote:
>  
> 
> Hi there. I've just installed RT 3.6 (It was the version available in 
> EPEL Repositories for RHEL 5). 
> 
> I'm not going to use email to open/reply to tickets, I just want to use 
> email to send notifications.
> 
> This way, all the users must use the http interface.
> 
> I was wondering how it is possible to:
> 
>    1. Make all non-privileged users see ALL the tickets (not only the
>       tickets they are Requestors).

	Could you go to the queues you want to see tickets on and then tell it 
to allow the non-privileged group to see all tickets there?

>    2. Make all non-privileged users be able to login, even if there is
>       not a user account for them (for example, they could login with
>       their email, have a pre-defined password, and have the account
>       automatically created). I know this is possible via email request,
>       but I wanted via browser...
> 

	It may not be what you want but if your non-privileged users are in 
your LDAP server, you would not need to define them in rt in advance. 
Whenever they would log in, they would be seen as non-privileged by rt 
unless you do something to change that.

> 
> I would greatly appreciate if someone could help me with one or more 
> questions.
> 
> Thanks in advance.
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com





From raubvogel at gmail.com  Wed Sep 23 11:21:04 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 23 Sep 2009 11:21:04 -0400
Subject: [rt-users] Identifying an user
Message-ID: <4ABA3CE0.3060001@gmail.com>

	When an email is sent to RT, how is an user uniquely identified? 
EmailAddress and RealName?


From jesse at bestpractical.com  Wed Sep 23 11:24:31 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Sep 2009 11:24:31 -0400
Subject: [rt-users] sqlite
In-Reply-To: <20090923151523.GD1110@finrod>
References: <4AB9079F.6050302@gmail.com>
	<20090922173112.GT28718@bestpractical.com>
	<4AB91A03.1030207@bitstatement.net>
	<20090922191434.GX28718@bestpractical.com>
	<4AB9235D.8000703@bitstatement.net> <4ABA30AF.2000304@gmail.com>
	<20090923145040.GF1635@bestpractical.com>
	<20090923151523.GD1110@finrod>
Message-ID: <20090923152431.GG1635@bestpractical.com>



> with 300 tickets on a machine running on xen, it's been unusable. took about
> 15 seconds just to show a ticket. the problem was disk io. underlying disk
> space was a hardware raid1 on SAS disks. now with mysql, it takes about 2
> seconds to show a ticket.

That still sounds really high. Do you perhaps have xen snapshots on or
something?


From jesse at bestpractical.com  Wed Sep 23 11:25:17 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Sep 2009 11:25:17 -0400
Subject: [rt-users] Identifying an user
In-Reply-To: <4ABA3CE0.3060001@gmail.com>
References: <4ABA3CE0.3060001@gmail.com>
Message-ID: <20090923152517.GH1635@bestpractical.com>




On Wed, Sep 23, 2009 at 11:21:04AM -0400, Mauricio Tavares wrote:
> 	When an email is sent to RT, how is an user uniquely identified? 
> EmailAddress and RealName?

Out of the box, it's by email address.


From Mike.Johnson at NorMed.ca  Wed Sep 23 11:24:58 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Wed, 23 Sep 2009 11:24:58 -0400
Subject: [rt-users] Large Attachments being processed
Message-ID: <4ABA0598.4EF5.001E.0@NorMed.ca>

Greetings,
 
So I did my homework... and I"m looking for anyone that has tested large attachments.
 
The Attachment table's content field in the rt3 database uses longtext as the datatype.  This means it can hold a 4GB file.  However in the default RT_SiteConfig.pm it has it cut off at 10mb.
 
Now, I have come to realize that fetchmail is the reason why this is low.  Our fetchmail tried to parse a 100mb file into an RT ticket, and it ended up forking perl processes until the server ran out of memory and started using swap memory, and eventually crippled the server.
 
My question is, what is the biggest size file fetchmail can parse without the above happening?  Is it dependent on RAM?  Our box has 4GB of ram, and it chewed through that in a matter of seconds....
 
Also, if the user manually attaches a file through the Web Interface, is there any limitation with RT itself, now that I know mysql can handle a 4GB file?
 
We are on an older version, but this question remains the same for the latest version.  The latest version of RT's default config has attachments of 10mb truncated.
 
Thanks!
 
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090923/a630ff92/attachment.htm>

From Mike.Johnson at NorMed.ca  Wed Sep 23 11:26:32 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Wed, 23 Sep 2009 11:26:32 -0400
Subject: [rt-users] sqlite
In-Reply-To: <20090923152431.GG1635@bestpractical.com>
References: <4AB9079F.6050302@gmail.com>
	<20090922173112.GT28718@bestpractical.com>
	<4AB91A03.1030207@bitstatement.net>
	<20090922191434.GX28718@bestpractical.com>
	<4AB9235D.8000703@bitstatement.net> <4ABA30AF.2000304@gmail.com>
	<20090923145040.GF1635@bestpractical.com>
	<20090923151523.GD1110@finrod>
	<20090923152431.GG1635@bestpractical.com>
Message-ID: <4ABA05F5.4EF5.001E.0@NorMed.ca>

Is it swap drive io??
 
I've had this happen when RT tries to process a large attachment... see if the mailbox it's pulling from has an email with a large attachment in it.
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Jesse Vincent <jesse at bestpractical.com> 23/09/2009 11:24 am >>>


> with 300 tickets on a machine running on xen, it's been unusable. took about
> 15 seconds just to show a ticket. the problem was disk io. underlying disk
> space was a hardware raid1 on SAS disks. now with mysql, it takes about 2
> seconds to show a ticket.

That still sounds really high. Do you perhaps have xen snapshots on or
something?
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com ( http://rtbook.bestpractical.com/ )
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090923/8300b620/attachment.htm>

From raubvogel at gmail.com  Wed Sep 23 11:34:12 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 23 Sep 2009 11:34:12 -0400
Subject: [rt-users] Identifying an user
In-Reply-To: <20090923152517.GH1635@bestpractical.com>
References: <4ABA3CE0.3060001@gmail.com>
	<20090923152517.GH1635@bestpractical.com>
Message-ID: <4ABA3FF4.7000601@gmail.com>

Jesse Vincent wrote:
> 
> 
> On Wed, Sep 23, 2009 at 11:21:04AM -0400, Mauricio Tavares wrote:
>> 	When an email is sent to RT, how is an user uniquely identified? 
>> EmailAddress and RealName?
> 
> Out of the box, it's by email address.

	Then I must be doing something wrong here. I am sending test emails 
from two of my accounts (gmail and a work one) and the gmail one is 
giving me grief because it cannot create another user because, I 
believe, it shares the same username/RealName as my work one. I tried 
without my last name and it worked fine.


From bouncyinc at gmail.com  Wed Sep 23 11:35:41 2009
From: bouncyinc at gmail.com (bouncyinc at gmail.com)
Date: Wed, 23 Sep 2009 15:35:41 +0000
Subject: [rt-users] Get list of all tickets once "take action" installed
Message-ID: <4aba4050.0c58560a.23b8.1c55@mx.google.com>

Is there a way to get a list of all current tickets in a queue once the takeaction module is installed? thanks in advance


From kfcrocker at lbl.gov  Wed Sep 23 11:46:00 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 23 Sep 2009 08:46:00 -0700
Subject: [rt-users] Shredder question
In-Reply-To: <589c94400909230110y277cb036l10901f9f9206a5c7@mail.gmail.com>
References: <4AB8F665.80200@lbl.gov>
	<589c94400909230110y277cb036l10901f9f9206a5c7@mail.gmail.com>
Message-ID: <4ABA42B8.9020106@lbl.gov>

Ruslan,

Thanks. That's what I would have thought. Makes sense.

Kenn
LBNL

On 9/23/2009 1:10 AM, Ruslan Zakirov wrote:
> Hello Ken,
>
> Delete them as there is no record to reference anymore after shredding a ticket.
>
> On Tue, Sep 22, 2009 at 8:08 PM, Ken Crocker <kfcrocker at lbl.gov> wrote:
>   
>> To list,
>>
>> I haven't used Shredder before so I have a question: when it removes a
>> deleted ticket, will it also remove the OBJECTCUSTOMFIELDVALUES records
>> as well or just disable them?
>>
>> Kenn
>> LBNL
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
>
>
>
>   
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090923/c161d585/attachment.htm>

From Mike.Johnson at NorMed.ca  Wed Sep 23 11:48:27 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Wed, 23 Sep 2009 11:48:27 -0400
Subject: [rt-users] Instuctions on how to use Show Results
Message-ID: <4ABA0B18.4EF5.001E.0@NorMed.ca>

Greetings,
 
I have the RT essentials book, and I've searched the wiki.  I cannot find anywhere that explains what the heck Show Results is ment for.  Can someone tell me what the heck this is??
 
When I click it after I've viewed a ticket, I get to a search results screen showing no tickets, with a "found" count of what the previous search had...
 
One of my users does this and is annoyed at how it works.  Obviously he doesn't know how to use it.... BUT I DONT EITHER!!!
 
Can someone point me somewhere that explains the usage of the Show Results link?
 
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090923/3bc16c90/attachment.htm>

From jpierce at cambridgeenergyalliance.org  Wed Sep 23 11:51:28 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 23 Sep 2009 11:51:28 -0400
Subject: [rt-users] Get list of all tickets once "take action" installed
In-Reply-To: <4aba4050.0c58560a.23b8.1c55@mx.google.com>
References: <4aba4050.0c58560a.23b8.1c55@mx.google.com>
Message-ID: <be7163f0909230851i2dd187b4ped05d71f71579012@mail.gmail.com>

No idea what the extension has to do with anything, but if you type a
queue name in simple search it will list all of the active tickets in
the queue.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jpierce at cambridgeenergyalliance.org  Wed Sep 23 12:18:10 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 23 Sep 2009 12:18:10 -0400
Subject: [rt-users] rt 3.8.4 case sensitivity for e-mail addresses
In-Reply-To: <ximss-6998392@frim.lboro.ac.uk>
References: <ximss-6949548@frim.lboro.ac.uk>
	<be7163f0909181005p42e6edferf03c8eddc3e40f3a@mail.gmail.com> 
	<ximss-6998392@frim.lboro.ac.uk>
Message-ID: <be7163f0909230918l14bbe411q2f4f705c3b0e029e@mail.gmail.com>

Well something's wacky with your installation.
I've not made any changes from the defaults in this area,
and just verified that RT did not create a separate user
for a differently cased email address.

Have you checked your logs? Are they set to debug?
The code closest to where your error occurs is:
    lib/RT/Interface/Email/Auth/MailFrom.pm

Worse comes to worse, you can make a User_Local
overlay with a CanonicalizeEmailAddress method that
casts to lowercase.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From falcone at bestpractical.com  Wed Sep 23 12:21:25 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 23 Sep 2009 12:21:25 -0400
Subject: [rt-users] Make non-staff users able to see all tickets (and
 not only theirs)
In-Reply-To: <C10830FEB7384F4DBA220139E108F941DEF8CA3FB6@COMPRTEX01.ptcom.corppt.com>
References: <C10830FEB7384F4DBA220139E108F941DEF8CA3EF5@COMPRTEX01.ptcom.corppt.com>
	<4ABA3009.5030307@gmail.com>
	<C10830FEB7384F4DBA220139E108F941DEF8CA3FB6@COMPRTEX01.ptcom.corppt.com>
Message-ID: <20090923162125.GC3793@jibsheet.com>

On Wed, Sep 23, 2009 at 04:19:55PM +0100, Rui Vitor Figueiras Meireles wrote:
> First of all, thanks for the answers!
> 
> >>    1. Make all non-privileged users see ALL the tickets (not only the
> >>       tickets they are Requestors).
> >
> >	Could you go to the queues you want to see tickets on and then tell it 
> >to allow the non-privileged group to see all tickets there?
> 
> I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
> And they can see them now, but they need to write http://...?id=4 to see ticket 4 if it is not theirs.
> 
> What I need is to change the /SelfService/index.html in order to have:
>  - My open tickets
>  - Other people open tickets (this is what I want)

You'll have to overlay and tweak the search in
share/html/SelfService/Elements/MyRequests
by default, SelfService only looks for Tickets you are a Watcher of

-kevin

> >>    2. Make all non-privileged users be able to login, even if there is
> >>       not a user account for them
> 
> I don't want to use a LDAP Server. If not possible, I will just have to create the accounts by hand.
> 
> 
> Thanks!
> 
> 
> -----Original Message-----
> From: Mauricio Tavares [mailto:raubvogel at gmail.com] 
> Sent: quarta-feira, 23 de Setembro de 2009 15:26
> To: Rui Vitor Figueiras Meireles
> Cc: RT Users
> Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)
> 
> Rui Vitor Figueiras Meireles wrote:
> >  
> > 
> > Hi there. I've just installed RT 3.6 (It was the version available in 
> > EPEL Repositories for RHEL 5). 
> > 
> > I'm not going to use email to open/reply to tickets, I just want to use 
> > email to send notifications.
> > 
> > This way, all the users must use the http interface.
> > 
> > I was wondering how it is possible to:
> > 
> >    1. Make all non-privileged users see ALL the tickets (not only the
> >       tickets they are Requestors).
> 
> 	Could you go to the queues you want to see tickets on and then tell it 
> to allow the non-privileged group to see all tickets there?
> 
> >    2. Make all non-privileged users be able to login, even if there is
> >       not a user account for them (for example, they could login with
> >       their email, have a pre-defined password, and have the account
> >       automatically created). I know this is possible via email request,
> >       but I wanted via browser...
> > 
> 
> 	It may not be what you want but if your non-privileged users are in 
> your LDAP server, you would not need to define them in rt in advance. 
> Whenever they would log in, they would be seen as non-privileged by rt 
> unless you do something to change that.
> 
> > 
> > I would greatly appreciate if someone could help me with one or more 
> > questions.
> > 
> > Thanks in advance.
> > 
> >  
> > 
> > 
> > ------------------------------------------------------------------------
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090923/df1216e0/attachment.sig>

From jesse at bestpractical.com  Wed Sep 23 13:01:12 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Sep 2009 13:01:12 -0400
Subject: [rt-users] Large Attachments being processed
In-Reply-To: <4ABA0598.4EF5.001E.0@NorMed.ca>
References: <4ABA0598.4EF5.001E.0@NorMed.ca>
Message-ID: <20090923170112.GK1635@bestpractical.com>




On Wed, Sep 23, 2009 at 11:24:58AM -0400, Mike Johnson wrote:
> Greetings,
>  
> So I did my homework... and I"m looking for anyone that has tested large attachments.


I've put attachments of a couple hundred megs into RT. The biggest
thing you'll want to do is to turn the timeouts on the mail gateway
and the webserver processes way up.  It should work, but I don't really
_recommend_ filling your RT instance with giant attachments.


>  
> The Attachment table's content field in the rt3 database uses longtext as the datatype.  This means it can hold a 4GB file.  However in the default RT_SiteConfig.pm it has it cut off at 10mb.
>  
> Now, I have come to realize that fetchmail is the reason why this is low.  Our fetchmail tried to parse a 100mb file into an RT ticket, and it ended up forking perl processes until the server ran out of memory and started using swap memory, and eventually crippled the server.
>  
> My question is, what is the biggest size file fetchmail can parse without the above happening?  Is it dependent on RAM?  Our box has 4GB of ram, and it chewed through that in a matter of seconds....
>  
> Also, if the user manually attaches a file through the Web Interface, is there any limitation with RT itself, now that I know mysql can handle a 4GB file?
>  
> We are on an older version, but this question remains the same for the latest version.  The latest version of RT's default config has attachments of 10mb truncated.
>  
> Thanks!
>  
>  
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: 807.766.7331
> Email: mike.johnson at normed.ca 
> Technology assistance: email nosmhelpdesk at normed.ca 
> Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
> Off campus toll free 1-800-461-8777, option 8, or locally either 
> (705)-662-7120 or (807)-766-7500

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

-- 


From falcone at bestpractical.com  Wed Sep 23 13:05:37 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 23 Sep 2009 13:05:37 -0400
Subject: [rt-users] Instuctions on how to use Show Results
In-Reply-To: <4ABA0B18.4EF5.001E.0@NorMed.ca>
References: <4ABA0B18.4EF5.001E.0@NorMed.ca>
Message-ID: <20090923170537.GA16077@jibsheet.com>

On Wed, Sep 23, 2009 at 11:48:27AM -0400, Mike Johnson wrote:
>    Greetings,
> 
>    I have the RT essentials book, and I've searched the wiki.  I cannot find anywhere that
>    explains what the heck Show Results is ment for.  Can someone tell me what the heck this is??
> 
>    When I click it after I've viewed a ticket, I get to a search results screen showing no
>    tickets, with a "found" count of what the previous search had...
> 
>    One of my users does this and is annoyed at how it works.  Obviously he doesn't know how to
>    use it.... BUT I DONT EITHER!!!
> 
>    Can someone point me somewhere that explains the usage of the Show Results link?

That isn't the behavior I see on 3.8, it takes me back to the results
of the search (ie, run search, pick a ticket, use next to get another
ticket, click on show results and see the list again).
Its possible you've tickled a bug in your version of RT, but you
haven't given a full set of reproduction steps.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090923/b47ff2f9/attachment.sig>

From Mike.Johnson at NorMed.ca  Wed Sep 23 13:21:58 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Wed, 23 Sep 2009 13:21:58 -0400
Subject: [rt-users] Instuctions on how to use Show Results
In-Reply-To: <20090923170537.GA16077@jibsheet.com>
References: <4ABA0B18.4EF5.001E.0@NorMed.ca>
	<20090923170537.GA16077@jibsheet.com>
Message-ID: <4ABA2103.4EF5.001E.0@NorMed.ca>

Ah,
 
Could be a bug.
 
I'm on an OLD version. 3.2.1  We are getting ready to talk to Best Practical for help with an upgrade actually :P we just don't have the bodies to do it ourselves right now.
 
Anyway, if anyone is curious,
 
 
1. log into RT 3.2.1
2. create a search and run it(Found X tickets)
3. click on a ticket in the search results
4. click on Show Results
 
On 3.2.1, this results in a blank page with Found X tickets at the top... so it knows how many tickets were there, but it's not displaying any of them.
 
No big deal, yet another reason to push for an update at our institution :D
 
Thanks bunches Kevin.
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Kevin Falcone <falcone at bestpractical.com> 23/09/2009 1:05 pm >>>
On Wed, Sep 23, 2009 at 11:48:27AM -0400, Mike Johnson wrote:
>    Greetings,
> 
>    I have the RT essentials book, and I've searched the wiki.  I cannot find anywhere that
>    explains what the heck Show Results is ment for.  Can someone tell me what the heck this is??
> 
>    When I click it after I've viewed a ticket, I get to a search results screen showing no
>    tickets, with a "found" count of what the previous search had...
> 
>    One of my users does this and is annoyed at how it works.  Obviously he doesn't know how to
>    use it.... BUT I DONT EITHER!!!
> 
>    Can someone point me somewhere that explains the usage of the Show Results link?

That isn't the behavior I see on 3.8, it takes me back to the results
of the search (ie, run search, pick a ticket, use next to get another
ticket, click on show results and see the list again).
Its possible you've tickled a bug in your version of RT, but you
haven't given a full set of reproduction steps.

-kevin
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090923/c2089bca/attachment.htm>

From ravi-lists at g8o.net  Wed Sep 23 14:19:07 2009
From: ravi-lists at g8o.net ( ravi )
Date: Wed, 23 Sep 2009 14:19:07 -0400
Subject: [rt-users] RT DB, Callback questions
Message-ID: <2EF5B599-5A65-47F9-ABCA-AAB2BBDBD241@g8o.net>

Hello all,

I am running RT 3.8.4 and trying to figure out why the Callback I had  
written for the previous version (3.6.x) does not work. The callback is:

$RT_DIR/local/html/Callbacks/Yangtze/Ticket/Elements/ShowMessageStanza/ 
Default

and it examines the text in a comment and hyperlinks certain strings  
(perhaps it doesn't work because of the new rich-text'ish editor and  
the text it receives not being plain?).

Debugging this is turning out to be difficult because even if I clear  
the mason cache and restart the web server (Apache2), I do not see  
this Callback getting, well, called back!

Also, where (which table) are comments/replies stored in the DB?

Thank you for any comments/help,

	--ravi



From falcone at bestpractical.com  Wed Sep 23 16:08:24 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 23 Sep 2009 16:08:24 -0400
Subject: [rt-users] RT DB, Callback questions
In-Reply-To: <2EF5B599-5A65-47F9-ABCA-AAB2BBDBD241@g8o.net>
References: <2EF5B599-5A65-47F9-ABCA-AAB2BBDBD241@g8o.net>
Message-ID: <20090923200824.GA16112@jibsheet.com>

On Wed, Sep 23, 2009 at 02:19:07PM -0400, [ ravi ] wrote:
> I am running RT 3.8.4 and trying to figure out why the Callback I had  
> written for the previous version (3.6.x) does not work. The callback is:
> 
> $RT_DIR/local/html/Callbacks/Yangtze/Ticket/Elements/ShowMessageStanza/ 
> Default

This callback still exists and should work

> and it examines the text in a comment and hyperlinks certain strings  
> (perhaps it doesn't work because of the new rich-text'ish editor and  
> the text it receives not being plain?).

You may want to look at MakeClicky in your 3.8 RT_Config which does this
and provides docs on writing tools to add other kinds of rewrites.

-kevin

> Debugging this is turning out to be difficult because even if I clear  
> the mason cache and restart the web server (Apache2), I do not see  
> this Callback getting, well, called back!
> 
> Also, where (which table) are comments/replies stored in the DB?
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090923/21701910/attachment.sig>

From falcone at bestpractical.com  Wed Sep 23 16:09:06 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 23 Sep 2009 16:09:06 -0400
Subject: [rt-users] Instuctions on how to use Show Results
In-Reply-To: <4ABA2103.4EF5.001E.0@NorMed.ca>
References: <4ABA0B18.4EF5.001E.0@NorMed.ca>
	<20090923170537.GA16077@jibsheet.com>
	<4ABA2103.4EF5.001E.0@NorMed.ca>
Message-ID: <20090923200906.GB16112@jibsheet.com>

On Wed, Sep 23, 2009 at 01:21:58PM -0400, Mike Johnson wrote:
>    Ah,
> 
>    Could be a bug.
> 
>    I'm on an OLD version. 3.2.1  We are getting ready to talk to Best Practical for help with an
>    upgrade actually :P we just don't have the bodies to do it ourselves right now.

Yes, that is quite old

> 
> 
>    1. log into RT 3.2.1
>    2. create a search and run it(Found X tickets)
>    3. click on a ticket in the search results
>    4. click on Show Results
> 
>    On 3.2.1, this results in a blank page with Found X tickets at the top... so it knows how many

That doesn't break on a local 3.8, and I don't recall it failing on
3.4 or 3.6, so hopefully it'll be resolved in your upgrade

-kevin

> 
>    No big deal, yet another reason to push for an update at our institution :D
> 
>    Thanks bunches Kevin.
> 
>    Mike Johnson
>    Datatel Programmer/Analyst
>    Northern Ontario School of Medicine
>    955 Oliver Road
>    Thunder Bay, ON   P7B 5E1
>    Phone: 807.766.7331
>    Email: [1]mike.johnson at normed.ca
>    Technology assistance: email [2]nosmhelpdesk at normed.ca
>    Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
>    Off campus toll free 1-800-461-8777, option 8, or locally either
>    (705)-662-7120 or (807)-766-7500
> 
>    >>> Kevin Falcone <falcone at bestpractical.com> 23/09/2009 1:05 pm >>>
>    On Wed, Sep 23, 2009 at 11:48:27AM -0400, Mike Johnson wrote:
>    >    Greetings,
>    >
>    >    I have the RT essentials book, and I've searched the wiki.  I cannot find anywhere that
>    >    explains what the heck Show Results is ment for.  Can someone tell me what the heck this
>    is??
>    >
>    >    When I click it after I've viewed a ticket, I get to a search results screen showing no
>    >    tickets, with a "found" count of what the previous search had...
>    >
>    >    One of my users does this and is annoyed at how it works.  Obviously he doesn't know how
>    to
>    >    use it.... BUT I DONT EITHER!!!
>    >
>    >    Can someone point me somewhere that explains the usage of the Show Results link?
> 
>    That isn't the behavior I see on 3.8, it takes me back to the results
>    of the search (ie, run search, pick a ticket, use next to get another
>    ticket, click on show results and see the list again).
>    Its possible you've tickled a bug in your version of RT, but you
>    haven't given a full set of reproduction steps.
> 
>    -kevin
> 
> References
> 
>    Visible links
>    1. mailto:mike.johnson at normed.ca
>    2. mailto:nosmhelpdesk at normed.ca

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

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090923/bf5e5a0b/attachment.sig>

From mahini at apple.com  Wed Sep 23 21:33:13 2009
From: mahini at apple.com (Behzad Mahini)
Date: Wed, 23 Sep 2009 18:33:13 -0700
Subject: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface
	tests failing
In-Reply-To: <589c94400909230611q45448f94ie6ff468d96fb902d@mail.gmail.com>
References: <A1DD8557-33F8-48CE-89E7-CED6C1757EDC@apple.com>
	<20090922191956.GD98018@jibsheet.com>
	<EE7336F4-F556-4464-871A-66E5E6D03E8D@apple.com>
	<20090922205248.GC28718@bestpractical.com>
	<87B26315-A28C-424D-B83A-6EFDA20317D5@apple.com>
	<20090923130208.GD1635@bestpractical.com>
	<589c94400909230611q45448f94ie6ff468d96fb902d@mail.gmail.com>
Message-ID: <4E948F65-2E24-4D2F-B6E2-C7CEC8270A68@apple.com>

Ok, I made the umask to be strict on the entire 'test' directory  
(recursively), and ran the "make test", and then "prove -lbv  
failing_cases "....and some of the warnings/errors went away. However,  
there are still some more errors left (See Results shown below).

Since some of these errors (See Results below) are indicating that  
they are known issues with GnuPG 1.0.1, it begs the following questions:

	1) What is the significance of the term "...known issues with GnuPG  
1.0.1..." (i.e., known to RT developers? or known to the GnuPG  
developers?)

	2) I have installed GnuPG 2.0.13, and do not have GnuPG 1.xx  
installed on my machine. Therefore why is it complaining about GnuPG  
1.0.1? Again, note 			that I have only created a symbolic link for the  
executable "gpg"  (supposedly the executable for GnuPG 1.x) to point  
to "gpg2" (GnuPG 2.0.13). I only did 		this as "perl Malefile.PL" for  
CPAN's GnuPG-Interface would not have gone ahead, as it obviously  
needed "gpg".


Results of  "make test"
=================
/usr/local/.cpan/build/GnuPG-Interface-0.40_04
sh-3.2# make test
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"  
"test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t
t/clearsign.t .............. ok
t/decrypt.t ................ ok
t/detach_sign.t ............ ok
t/encrypt.t ................ ok
t/encrypt_symmetrically.t .. ok
t/export_keys.t ............ ok
t/Fingerprint.t ............ ok
t/get_public_keys.t ........ 1/3 subkeys fail comparison; this is a  
known issue with GnuPG 1.0.1 at t/get_public_keys.t line 92.
t/get_public_keys.t ........ Failed 3/3 subtests
t/get_secret_keys.t ........ Failed 2/2 subtests
t/import_keys.t ............ ok
t/Interface.t .............. ok
t/list_public_keys.t ....... ok
t/list_secret_keys.t ....... ok
t/list_sigs.t .............. ok
t/passphrase_handling.t .... ok
t/sign.t ................... ok
t/sign_and_encrypt.t ....... ok
t/UserId.t ................. ok
t/verify.t ................. ok
t/wrap_call.t .............. ok

Test Summary Report
-------------------
t/get_public_keys.t      (Wstat: 0 Tests: 3 Failed: 3)
   Failed tests:  1-3
t/get_secret_keys.t      (Wstat: 0 Tests: 2 Failed: 2)
   Failed tests:  1-2
Files=20, Tests=51,  2 wallclock secs ( 0.07 usr  0.06 sys +  1.47  
cusr  0.43 csys =  2.03 CPU)
Result: FAIL
Failed 2/20 test programs. 5/51 subtests failed.
make: *** [test_dynamic] Error 255
sh-3.2#
sh-3.2#
sh-3.2#
sh-3.2# prove -lbv t/get_public_keys.t
t/get_public_keys.t ..
1..3
not ok 1
not ok 2
not ok 3
subkeys fail comparison; this is a known issue with GnuPG 1.0.1 at t/ 
get_public_keys.t line 92.
Failed 3/3 subtests

Test Summary Report
-------------------
t/get_public_keys.t (Wstat: 0 Tests: 3 Failed: 3)
   Failed tests:  1-3
Files=1, Tests=3,  0 wallclock secs ( 0.02 usr  0.01 sys +  0.07 cusr   
0.02 csys =  0.12 CPU)
Result: FAIL



sh-3.2# prove -lbv t/get_secret_keys.t
t/get_secret_keys.t ..
1..2
not ok 1
not ok 2
Failed 2/2 subtests

Test Summary Report
-------------------
t/get_secret_keys.t (Wstat: 0 Tests: 2 Failed: 2)
   Failed tests:  1-2
Files=1, Tests=2,  0 wallclock secs ( 0.02 usr  0.01 sys +  0.07 cusr   
0.01 csys =  0.11 CPU)
Result: FAIL
sh-3.2#

=====


-Behzad
On Sep 23, 2009, at 6:11 AM, Ruslan Zakirov wrote:

> May be setting umask to a stricter value will make all those tests  
> pass.
>
> On Wed, Sep 23, 2009 at 5:02 PM, Jesse Vincent <jesse at bestpractical.com 
> > wrote:
>>
>>> $ sudo prove -blv t/get_public_keys.t
>>> t/get_public_keys.t ..
>>> 1..3
>>> gpg: WARNING: unsafe permissions on homedir `test'
>>> not ok 1
>>> not ok 2
>>> not ok 3
>>> subkeys fail comparison; this is a known issue with GnuPG 1.0.1 at  
>>> t/
>>> get_public_keys.t line 92.
>>> Failed 3/3 subtests
>>>
>>> Test Summary Report
>>
>> Can you try to track down the source of that gpg warning? I suspect  
>> that
>> it might be umask related. It may be that GnuPG 2.0 is being stricter
>> about something for homedir permissions.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> -- 
> Best regards, Ruslan.



From slander at hearstsc.com  Wed Sep 23 23:44:25 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Wed, 23 Sep 2009 23:44:25 -0400
Subject: [rt-users] RT <-> Trac integration
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>

All,

   I have a need to link together RT tickets and Trac tickets.    Essentially, we do our change control within Trac.   So, in RT, I have a CF "Change Control", which, if  set, I would like to have it link to the Trac ticket.

   The problem is that the two ticket numbers won't match, and trac ticket creation doesn't appear to allow you to set the ticket number (no surprise).

    Can anyone think of anyway to do get the Trac ticket number back and auto create the link?

Thanks

Scott


------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090923/bfc991e4/attachment.htm>

From torsten.brumm at Kuehne-Nagel.com  Thu Sep 24 05:42:20 2009
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Thu, 24 Sep 2009 11:42:20 +0200
Subject: [rt-users] Scrip help needed
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394024F664A@w3hamboex11.ger.win.int.kn>

Hi,
i'm trying to write a scrip which does the following:
 
We have two or more tickets, each ticket has a refersto to another like this:
 
#1 -> refers to #2
 
Now, if someone at ticket #2 writes an update, this update (reply in our case) should be posted also to ticket #1
 
Till this point it is working fine, now my problem: 
 
The Update on Ticket #1 is done by RT_System (from the scrip) after the user in ticket #2 writes an update and i have no idea at the moment, how can i do the update as the user, doing the reply on ticket #2 ?!?
 
The Part of the source writing back the update:
 
$related->BaseObj->Comment(
    Content => $self->loc( "Information added by [_1].", # loc
       $self->TransactionObj->CreatorObj->Name,
       ) . "\n" . $self->loc( "Notes: [_1]", # loc
       $note
       ),
     );  

I'm not sure how can i add the actual actor from Ticket #2 inside this part of code?!?
 
Below is my full source till now:
 
my $Clone = $self->TicketObj;
my $note;
my $t = $self->TicketObj->Transactions;
 $t->Limit( FIELD => 'Type', VALUE => 'Correspond' );
 $t->OrderByCols (
  { FIELD => 'Created',  ORDER => 'DESC' },
  { FIELD => 'id',     ORDER => 'DESC' },
        );
my $CommentObj = $t->First;
if( $CommentObj && $CommentObj->id ) {
 $note = $CommentObj->Content;
};
# Get the actual Actor of this transaction
my $Actor = $self->TransactionObj->Creator;
# $Actor has the ID of the actual Transaction
my $temp_user = RT::User->new();
$temp_user->Load($Actor);
my $AName = $temp_user->Name(); 
# Name of Actor in acutal Transaction - possibly not needed
 
while (my $related = $Clone->ReferredToBy->Next) {
  my $original = $Clone->id;
  my $relid = $related->BaseObj->id;
  $related->BaseObj->Comment(
    Content => $self->loc( "Information added by [_1].", # loc
       $self->TransactionObj->CreatorObj->Name,
       ) . "\n" . $self->loc( "Notes: [_1]", # loc
       $note
       ),
     );  
}
return 1; 
 
Any help is appriciated.

Torsten 

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090924/7eb6889e/attachment.htm>

From rfh at vialtus.com  Thu Sep 24 05:58:37 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 24 Sep 2009 10:58:37 +0100
Subject: [rt-users] Scrip help needed
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394024F664A@w3hamboex11.ger.win.int.kn>
References: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F664A@w3hamboex11.ger.win.int.kn>
Message-ID: <4ABB42CD.3030908@vialtus.com>

Hi Torsten;

Try

$related->BaseObj->Comment(
    Creator => $self->TransactionObj->Creator,
    Content => $self->loc( "Information added by [_1].", # loc
       $self->TransactionObj->CreatorObj->Name,
       ) . "\n" . $self->loc( "Notes: [_1]", # loc
       $note
       ),
     ); 


Note the Creator line I added.

Regards;
Roy

Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
> Hi,
> i'm trying to write a scrip which does the following:
>  
> We have two or more tickets, each ticket has a refersto to another 
> like this:
>  
> #1 -> refers to #2
>  
> Now, if someone at ticket #2 writes an update, this update (reply in 
> our case) should be posted also to ticket #1
>  
> Till this point it is working fine, now my problem:
>  
> The Update on Ticket #1 is done by RT_System (from the scrip) after 
> the user in ticket #2 writes an update and i have no idea at the 
> moment, how can i do the update as the user, doing the reply on ticket 
> #2 ?!?
>  
> The Part of the source writing back the update:
>  
> $related->BaseObj->Comment(
>     Content => $self->loc( "Information added by [_1].", # loc
>        $self->TransactionObj->CreatorObj->Name,
>        ) . "\n" . $self->loc( "Notes: [_1]", # loc
>        $note
>        ),
>      );  
> I'm not sure how can i add the actual actor from Ticket #2 inside this 
> part of code?!?
>  
> Below is my full source till now:
>  
> my $Clone = $self->TicketObj;
> my $note;
> my $t = $self->TicketObj->Transactions;
>  $t->Limit( FIELD => 'Type', VALUE => 'Correspond' );
>  $t->OrderByCols (
>   { FIELD => 'Created',  ORDER => 'DESC' },
>   { FIELD => 'id',     ORDER => 'DESC' },
>         );
> my $CommentObj = $t->First;
> if( $CommentObj && $CommentObj->id ) {
>  $note = $CommentObj->Content;
> };
> # Get the actual Actor of this transaction
> my $Actor = $self->TransactionObj->Creator;
> # $Actor has the ID of the actual Transaction
> my $temp_user = RT::User->new();
> $temp_user->Load($Actor);
> my $AName = $temp_user->Name();
> # Name of Actor in acutal Transaction - possibly not needed
>  
> while (my $related = $Clone->ReferredToBy->Next) {
>   my $original = $Clone->id;
>   my $relid = $related->BaseObj->id;
>   $related->BaseObj->Comment(
>     Content => $self->loc( "Information added by [_1].", # loc
>        $self->TransactionObj->CreatorObj->Name,
>        ) . "\n" . $self->loc( "Notes: [_1]", # loc
>        $note
>        ),
>      );  
> }
> return 1; 
>  
> Any help is appriciated.
>
> Torsten 
>
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann 
> (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, 
> Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), 
> Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 
> 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: 
> K?hne & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender 
> Verwaltungsrat: Klaus-Michael K?hne
>
>


From torsten.brumm at Kuehne-Nagel.com  Thu Sep 24 06:39:15 2009
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Thu, 24 Sep 2009 12:39:15 +0200
Subject: [rt-users] Scrip help needed
In-Reply-To: <4ABB42CD.3030908@vialtus.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F664A@w3hamboex11.ger.win.int.kn>
	<4ABB42CD.3030908@vialtus.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394024F6677@w3hamboex11.ger.win.int.kn>

Hi Roy,
no success, still:  	 RT_System - Comments added 

:-(

Thanks

Torsten 


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-----Urspruengliche Nachricht-----
Von: Raed El-Hames [mailto:rfh at vialtus.com] 
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed

Hi Torsten;

Try

$related->BaseObj->Comment(
    Creator => $self->TransactionObj->Creator,
    Content => $self->loc( "Information added by [_1].", # loc
       $self->TransactionObj->CreatorObj->Name,
       ) . "\n" . $self->loc( "Notes: [_1]", # loc
       $note
       ),
     ); 


Note the Creator line I added.

Regards;
Roy

Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
> Hi,
> i'm trying to write a scrip which does the following:
>  
> We have two or more tickets, each ticket has a refersto to another 
> like this:
>  
> #1 -> refers to #2
>  
> Now, if someone at ticket #2 writes an update, this update (reply in 
> our case) should be posted also to ticket #1
>  
> Till this point it is working fine, now my problem:
>  
> The Update on Ticket #1 is done by RT_System (from the scrip) after 
> the user in ticket #2 writes an update and i have no idea at the 
> moment, how can i do the update as the user, doing the reply on ticket
> #2 ?!?
>  
> The Part of the source writing back the update:
>  
> $related->BaseObj->Comment(
>     Content => $self->loc( "Information added by [_1].", # loc
>        $self->TransactionObj->CreatorObj->Name,
>        ) . "\n" . $self->loc( "Notes: [_1]", # loc
>        $note
>        ),
>      );
> I'm not sure how can i add the actual actor from Ticket #2 inside this 
> part of code?!?
>  
> Below is my full source till now:
>  
> my $Clone = $self->TicketObj;
> my $note;
> my $t = $self->TicketObj->Transactions;  $t->Limit( FIELD => 'Type', 
> VALUE => 'Correspond' );  $t->OrderByCols (
>   { FIELD => 'Created',  ORDER => 'DESC' },
>   { FIELD => 'id',     ORDER => 'DESC' },
>         );
> my $CommentObj = $t->First;
> if( $CommentObj && $CommentObj->id ) {  $note = $CommentObj->Content; 
> }; # Get the actual Actor of this transaction my $Actor = 
> $self->TransactionObj->Creator; # $Actor has the ID of the actual 
> Transaction my $temp_user = RT::User->new(); $temp_user->Load($Actor); 
> my $AName = $temp_user->Name(); # Name of Actor in acutal Transaction 
> - possibly not needed
>  
> while (my $related = $Clone->ReferredToBy->Next) {
>   my $original = $Clone->id;
>   my $relid = $related->BaseObj->id;
>   $related->BaseObj->Comment(
>     Content => $self->loc( "Information added by [_1].", # loc
>        $self->TransactionObj->CreatorObj->Name,
>        ) . "\n" . $self->loc( "Notes: [_1]", # loc
>        $note
>        ),
>      );
> }
> return 1;
>  
> Any help is appriciated.
>
> Torsten
>
> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann 
> (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, 
> Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), 
> Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 
> 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
> Kuehne & Nagel A.G., Sitz: Contern/Luxemburg, Geschaeftsfuehrender
> Verwaltungsrat: Klaus-Michael Kuehne
>
>



From rui-f-meireles at telecom.pt  Thu Sep 24 07:52:59 2009
From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles)
Date: Thu, 24 Sep 2009 12:52:59 +0100
Subject: [rt-users] Make non-staff users able to see all tickets (and
 not only theirs)
References: <C10830FEB7384F4DBA220139E108F941DEF8CA3EF5@COMPRTEX01.ptcom.corppt.com>
	<4ABA3009.5030307@gmail.com> 
Message-ID: <C10830FEB7384F4DBA220139E108F941DEF8CA407E@COMPRTEX01.ptcom.corppt.com>


Ok. I was able to do what I wanted (make non-staff users able to see all tickets).
Here's what I did (Version RT 3.6.HEAD):

1 - First, I gave rights SeeQueue and ShowTicket to Everyone.

2 - Then I created a new file OtherRequests
cd ./rt3/html/SelfService/Elements/
cp MyRequests OtherRequests

3 - Here are the changes I made to OtherRequests

diff OtherRequests MyRequests
61c61
<     . join( ' OR ', map "$_.id != $id", @roles )
---
>     . join( ' OR ', map "$_.id = $id", @roles )
63d62
< $Query .= " AND ( Requestor.id != $id )";
80c79
< $title => loc("Other's [_1] tickets", $friendly_status)
---
> $title => loc("My [_1] tickets", $friendly_status)

4 - Then I added this in ./rt3/html/SelfService/index.html

<& /SelfService/Elements/OtherRequests,
             BaseURL => $RT::WebPath . "/SelfService/?",
             Page    => $Page &>

5 - And added this in ./rt3/html/SelfService/Closed.html

<& /SelfService/Elements/OtherRequests,
             status       => ['rejected', 'resolved'],
             friendly_status => loc('closed'),
             BaseURL         => $RT::WebPath . "/SelfService/Closed.html?",
             Page            => $Page &>



That's it! It's working! Hope it helps someone.


Date: Wed, 23 Sep 2009 12:21:25 -0400
From: Kevin Falcone <falcone at bestpractical.com>
Subject: Re: [rt-users] Make non-staff users able to see all tickets
	(and not only theirs)
To: rt-users at lists.bestpractical.com
Message-ID: <20090923162125.GC3793 at jibsheet.com>
Content-Type: text/plain; charset="us-ascii"

On Wed, Sep 23, 2009 at 04:19:55PM +0100, Rui Vitor Figueiras Meireles wrote:
> First of all, thanks for the answers!
> 
> >>    1. Make all non-privileged users see ALL the tickets (not only the
> >>       tickets they are Requestors).
> >
> >	Could you go to the queues you want to see tickets on and then tell it 
> >to allow the non-privileged group to see all tickets there?
> 
> I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
> And they can see them now, but they need to write http://...?id=4 to see ticket 4 if it is not theirs.
> 
> What I need is to change the /SelfService/index.html in order to have:
>  - My open tickets
>  - Other people open tickets (this is what I want)

You'll have to overlay and tweak the search in
share/html/SelfService/Elements/MyRequests
by default, SelfService only looks for Tickets you are a Watcher of

-kevin

> >>    2. Make all non-privileged users be able to login, even if there is
> >>       not a user account for them
> 
> I don't want to use a LDAP Server. If not possible, I will just have to create the accounts by hand.
> 
> 
> Thanks!
> 
> 
> -----Original Message-----
> From: Mauricio Tavares [mailto:raubvogel at gmail.com] 
> Sent: quarta-feira, 23 de Setembro de 2009 15:26
> To: Rui Vitor Figueiras Meireles
> Cc: RT Users
> Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)
> 
> Rui Vitor Figueiras Meireles wrote:
> >  
> > 
> > Hi there. I've just installed RT 3.6 (It was the version available in 
> > EPEL Repositories for RHEL 5). 
> > 
> > I'm not going to use email to open/reply to tickets, I just want to use 
> > email to send notifications.
> > 
> > This way, all the users must use the http interface.
> > 
> > I was wondering how it is possible to:
> > 
> >    1. Make all non-privileged users see ALL the tickets (not only the
> >       tickets they are Requestors).
> 
> 	Could you go to the queues you want to see tickets on and then tell it 
> to allow the non-privileged group to see all tickets there?
> 
> >    2. Make all non-privileged users be able to login, even if there is
> >       not a user account for them (for example, they could login with
> >       their email, have a pre-defined password, and have the account
> >       automatically created). I know this is possible via email request,
> >       but I wanted via browser...
> > 
> 
> 	It may not be what you want but if your non-privileged users are in 
> your LDAP server, you would not need to define them in rt in advance. 
> Whenever they would log in, they would be seen as non-privileged by rt 
> unless you do something to change that.
> 
> > 
> > I would greatly appreciate if someone could help me with one or more 
> > questions.
> > 
> > Thanks in advance.
> > 
> >  
> > 
> >





From rfh at vialtus.com  Thu Sep 24 08:21:33 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 24 Sep 2009 13:21:33 +0100
Subject: [rt-users] Make non-staff users able to see all tickets (and
 not only theirs)
In-Reply-To: <C10830FEB7384F4DBA220139E108F941DEF8CA407E@COMPRTEX01.ptcom.corppt.com>
References: <C10830FEB7384F4DBA220139E108F941DEF8CA3EF5@COMPRTEX01.ptcom.corppt.com>	<4ABA3009.5030307@gmail.com>
	<C10830FEB7384F4DBA220139E108F941DEF8CA407E@COMPRTEX01.ptcom.corppt.com>
Message-ID: <4ABB644D.6070004@vialtus.com>

But does n't this allow everyone to see every ticket??
Are you sure you want to do that? does n't your customers mind that 
their issues are visible to other customers?? is that legal (data 
protection etc)?

Or have I missed something?

Roy

Rui Vitor Figueiras Meireles wrote:
> Ok. I was able to do what I wanted (make non-staff users able to see all tickets).
> Here's what I did (Version RT 3.6.HEAD):
>
> 1 - First, I gave rights SeeQueue and ShowTicket to Everyone.
>
> 2 - Then I created a new file OtherRequests
> cd ./rt3/html/SelfService/Elements/
> cp MyRequests OtherRequests
>
> 3 - Here are the changes I made to OtherRequests
>
> diff OtherRequests MyRequests
> 61c61
> <     . join( ' OR ', map "$_.id != $id", @roles )
> ---
>   
>>     . join( ' OR ', map "$_.id = $id", @roles )
>>     
> 63d62
> < $Query .= " AND ( Requestor.id != $id )";
> 80c79
> < $title => loc("Other's [_1] tickets", $friendly_status)
> ---
>   
>> $title => loc("My [_1] tickets", $friendly_status)
>>     
>
> 4 - Then I added this in ./rt3/html/SelfService/index.html
>
> <& /SelfService/Elements/OtherRequests,
>              BaseURL => $RT::WebPath . "/SelfService/?",
>              Page    => $Page &>
>
> 5 - And added this in ./rt3/html/SelfService/Closed.html
>
> <& /SelfService/Elements/OtherRequests,
>              status       => ['rejected', 'resolved'],
>              friendly_status => loc('closed'),
>              BaseURL         => $RT::WebPath . "/SelfService/Closed.html?",
>              Page            => $Page &>
>
>
>
> That's it! It's working! Hope it helps someone.
>
>
> Date: Wed, 23 Sep 2009 12:21:25 -0400
> From: Kevin Falcone <falcone at bestpractical.com>
> Subject: Re: [rt-users] Make non-staff users able to see all tickets
> 	(and not only theirs)
> To: rt-users at lists.bestpractical.com
> Message-ID: <20090923162125.GC3793 at jibsheet.com>
> Content-Type: text/plain; charset="us-ascii"
>
> On Wed, Sep 23, 2009 at 04:19:55PM +0100, Rui Vitor Figueiras Meireles wrote:
>   
>> First of all, thanks for the answers!
>>
>>     
>>>>    1. Make all non-privileged users see ALL the tickets (not only the
>>>>       tickets they are Requestors).
>>>>         
>>> 	Could you go to the queues you want to see tickets on and then tell it 
>>> to allow the non-privileged group to see all tickets there?
>>>       
>> I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
>> And they can see them now, but they need to write http://...?id=4 to see ticket 4 if it is not theirs.
>>
>> What I need is to change the /SelfService/index.html in order to have:
>>  - My open tickets
>>  - Other people open tickets (this is what I want)
>>     
>
> You'll have to overlay and tweak the search in
> share/html/SelfService/Elements/MyRequests
> by default, SelfService only looks for Tickets you are a Watcher of
>
> -kevin
>
>   
>>>>    2. Make all non-privileged users be able to login, even if there is
>>>>       not a user account for them
>>>>         
>> I don't want to use a LDAP Server. If not possible, I will just have to create the accounts by hand.
>>
>>
>> Thanks!
>>
>>
>> -----Original Message-----
>> From: Mauricio Tavares [mailto:raubvogel at gmail.com] 
>> Sent: quarta-feira, 23 de Setembro de 2009 15:26
>> To: Rui Vitor Figueiras Meireles
>> Cc: RT Users
>> Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)
>>
>> Rui Vitor Figueiras Meireles wrote:
>>     
>>>  
>>>
>>> Hi there. I've just installed RT 3.6 (It was the version available in 
>>> EPEL Repositories for RHEL 5). 
>>>
>>> I'm not going to use email to open/reply to tickets, I just want to use 
>>> email to send notifications.
>>>
>>> This way, all the users must use the http interface.
>>>
>>> I was wondering how it is possible to:
>>>
>>>    1. Make all non-privileged users see ALL the tickets (not only the
>>>       tickets they are Requestors).
>>>       
>> 	Could you go to the queues you want to see tickets on and then tell it 
>> to allow the non-privileged group to see all tickets there?
>>
>>     
>>>    2. Make all non-privileged users be able to login, even if there is
>>>       not a user account for them (for example, they could login with
>>>       their email, have a pre-defined password, and have the account
>>>       automatically created). I know this is possible via email request,
>>>       but I wanted via browser...
>>>
>>>       
>> 	It may not be what you want but if your non-privileged users are in 
>> your LDAP server, you would not need to define them in rt in advance. 
>> Whenever they would log in, they would be seen as non-privileged by rt 
>> unless you do something to change that.
>>
>>     
>>> I would greatly appreciate if someone could help me with one or more 
>>> questions.
>>>
>>> Thanks in advance.
>>>
>>>  
>>>
>>>
>>>       
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   


From dave.wells at foreshore.net  Thu Sep 24 09:00:20 2009
From: dave.wells at foreshore.net (Dave Wells)
Date: Thu, 24 Sep 2009 14:00:20 +0100
Subject: [rt-users] Setting Time Worked as Mandatory Field
Message-ID: <32DD3FF116BE9D458E828DA941CF32BB59B784@exchange01.is.foreshore.net>

Hi Guys,

I know this has been brought up a couple of times on the lists, but
can't find anything that seems to work for me.

What I am looking for is a way to stop tickets being resolved if there
is no time worked set.

I have seen a post where Richard Ellis stated that adding this to your
/path/to/rt3/local/html/Ticket/Update.html this would work exactly as I
would wish, however I am not entirely sure of how this file should be
formatted, I understand that the files in /local/ should append to those
in /share/:

if ($DefaultStatus eq 'resolved') {
     # if we are resolving a ticket and there has been no time
submitted,
     # do not allow the ticket to resolve.  must check that SubmitTicket
is
     # set, or we prevent the close page from loading and thus NO ticket
can
     # be resolved.
     if ((! defined($TicketObj->TimeWorked) or $TicketObj->TimeWorked ==

0) and
         $ARGS{'UpdateTimeWorked'} <= 0 and
         exists $ARGS{'SubmitTicket'} ) {
         Abort("You cannot resolve a ticket with zero time worked. 
Please reselect the ticket and try again");
     }


When I add this file and insert the above text by itself, when I try and
update a ticket it mearly prints the above code out on the webpage,
obviously I am missing some tags or code.

If someone could enlighten me that would be great.

Many Thanks.

Dave



From elacour at easter-eggs.com  Thu Sep 24 09:15:57 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 24 Sep 2009 15:15:57 +0200
Subject: [rt-users] Setting Time Worked as Mandatory Field
In-Reply-To: <32DD3FF116BE9D458E828DA941CF32BB59B784@exchange01.is.foreshore.net>
References: <32DD3FF116BE9D458E828DA941CF32BB59B784@exchange01.is.foreshore.net>
Message-ID: <20090924131556.GB9694@easter-eggs.com>

On Thu, Sep 24, 2009 at 02:00:20PM +0100, Dave Wells wrote:
> Hi Guys,
> 
> I know this has been brought up a couple of times on the lists, but
> can't find anything that seems to work for me.
> 
> When I add this file and insert the above text by itself, when I try and
> update a ticket it mearly prints the above code out on the webpage,
> obviously I am missing some tags or code.
> 
> If someone could enlighten me that would be great.
> 

You have to first copy the file from share to local, then modify it (RT
is going to use the file in local/ and will not use the corresponding
one in share).

In your case, it would be cleaner to use callbacks:

http://wiki.bestpractical.com/view/CustomizingWithCallbacks




From ruslan.zakirov at gmail.com  Thu Sep 24 09:23:28 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 24 Sep 2009 17:23:28 +0400
Subject: [rt-users] Scrip help needed
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394024F6677@w3hamboex11.ger.win.int.kn>
References: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F664A@w3hamboex11.ger.win.int.kn>
	<4ABB42CD.3030908@vialtus.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F6677@w3hamboex11.ger.win.int.kn>
Message-ID: <589c94400909240623j6ef30b4eg9b304c431a5b044d@mail.gmail.com>

Torsten,

Scrips work under system user, but you have to reload ticket as
creator of the transaction. Something like:
...
my $reply_will_be_on = RT::Ticket->new( $txn->CreatorObj );
$reply_will_be_on->Load( $ticket_you_found_as_system_user->id );
$reply_will_be_on->Comment(...);
...

On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID <torsten.brumm at kuehne-nagel.com> wrote:
> Hi Roy,
> no success, still: ? ? ? RT_System - Comments added
>
> :-(
>
> Thanks
>
> Torsten
>
>
> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
>
>
>
> -----Urspruengliche Nachricht-----
> Von: Raed El-Hames [mailto:rfh at vialtus.com]
> Gesendet: Donnerstag, 24. September 2009 11:59
> An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
> Cc: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Scrip help needed
>
> Hi Torsten;
>
> Try
>
> $related->BaseObj->Comment(
> ? ?Creator => $self->TransactionObj->Creator,
> ? ?Content => $self->loc( "Information added by [_1].", # loc
> ? ? ? $self->TransactionObj->CreatorObj->Name,
> ? ? ? ) . "\n" . $self->loc( "Notes: [_1]", # loc
> ? ? ? $note
> ? ? ? ),
> ? ? );
>
>
> Note the Creator line I added.
>
> Regards;
> Roy
>
> Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
>> Hi,
>> i'm trying to write a scrip which does the following:
>>
>> We have two or more tickets, each ticket has a refersto to another
>> like this:
>>
>> #1 -> refers to #2
>>
>> Now, if someone at ticket #2 writes an update, this update (reply in
>> our case) should be posted also to ticket #1
>>
>> Till this point it is working fine, now my problem:
>>
>> The Update on Ticket #1 is done by RT_System (from the scrip) after
>> the user in ticket #2 writes an update and i have no idea at the
>> moment, how can i do the update as the user, doing the reply on ticket
>> #2 ?!?
>>
>> The Part of the source writing back the update:
>>
>> $related->BaseObj->Comment(
>> ? ? Content => $self->loc( "Information added by [_1].", # loc
>> ? ? ? ?$self->TransactionObj->CreatorObj->Name,
>> ? ? ? ?) . "\n" . $self->loc( "Notes: [_1]", # loc
>> ? ? ? ?$note
>> ? ? ? ?),
>> ? ? ?);
>> I'm not sure how can i add the actual actor from Ticket #2 inside this
>> part of code?!?
>>
>> Below is my full source till now:
>>
>> my $Clone = $self->TicketObj;
>> my $note;
>> my $t = $self->TicketObj->Transactions; ?$t->Limit( FIELD => 'Type',
>> VALUE => 'Correspond' ); ?$t->OrderByCols (
>> ? { FIELD => 'Created', ?ORDER => 'DESC' },
>> ? { FIELD => 'id', ? ? ORDER => 'DESC' },
>> ? ? ? ? );
>> my $CommentObj = $t->First;
>> if( $CommentObj && $CommentObj->id ) { ?$note = $CommentObj->Content;
>> }; # Get the actual Actor of this transaction my $Actor =
>> $self->TransactionObj->Creator; # $Actor has the ID of the actual
>> Transaction my $temp_user = RT::User->new(); $temp_user->Load($Actor);
>> my $AName = $temp_user->Name(); # Name of Actor in acutal Transaction
>> - possibly not needed
>>
>> while (my $related = $Clone->ReferredToBy->Next) {
>> ? my $original = $Clone->id;
>> ? my $relid = $related->BaseObj->id;
>> ? $related->BaseObj->Comment(
>> ? ? Content => $self->loc( "Information added by [_1].", # loc
>> ? ? ? ?$self->TransactionObj->CreatorObj->Name,
>> ? ? ? ?) . "\n" . $self->loc( "Notes: [_1]", # loc
>> ? ? ? ?$note
>> ? ? ? ?),
>> ? ? ?);
>> }
>> return 1;
>>
>> Any help is appriciated.
>>
>> Torsten
>>
>> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
>> (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
>> Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.),
>> Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA
>> 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
>> Kuehne & Nagel A.G., Sitz: Contern/Luxemburg, Geschaeftsfuehrender
>> Verwaltungsrat: Klaus-Michael Kuehne
>>
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From torsten.brumm at Kuehne-Nagel.com  Thu Sep 24 09:53:34 2009
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Thu, 24 Sep 2009 15:53:34 +0200
Subject: [rt-users] Scrip help needed
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394024F6677@w3hamboex11.ger.win.int.kn>
References: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com><16426EA38D57E74CB1DE5A6AE1DB0394024F664A@w3hamboex11.ger.win.int.kn><4ABB42CD.3030908@vialtus.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F6677@w3hamboex11.ger.win.int.kn>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394024F66DA@w3hamboex11.ger.win.int.kn>

Hi Raed,

sorry for the typo in your name Raed ne Roy ;-)

Torsten 

-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID
Gesendet: Donnerstag, 24. September 2009 12:39
An: Raed El-Hames
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed

Hi Roy,
no success, still:  	 RT_System - Comments added 

:-(

Thanks

Torsten 


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-----Urspruengliche Nachricht-----
Von: Raed El-Hames [mailto:rfh at vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed

Hi Torsten;

Try

$related->BaseObj->Comment(
    Creator => $self->TransactionObj->Creator,
    Content => $self->loc( "Information added by [_1].", # loc
       $self->TransactionObj->CreatorObj->Name,
       ) . "\n" . $self->loc( "Notes: [_1]", # loc
       $note
       ),
     ); 


Note the Creator line I added.

Regards;
Roy

Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
> Hi,
> i'm trying to write a scrip which does the following:
>  
> We have two or more tickets, each ticket has a refersto to another 
> like this:
>  
> #1 -> refers to #2
>  
> Now, if someone at ticket #2 writes an update, this update (reply in 
> our case) should be posted also to ticket #1
>  
> Till this point it is working fine, now my problem:
>  
> The Update on Ticket #1 is done by RT_System (from the scrip) after 
> the user in ticket #2 writes an update and i have no idea at the 
> moment, how can i do the update as the user, doing the reply on ticket
> #2 ?!?
>  
> The Part of the source writing back the update:
>  
> $related->BaseObj->Comment(
>     Content => $self->loc( "Information added by [_1].", # loc
>        $self->TransactionObj->CreatorObj->Name,
>        ) . "\n" . $self->loc( "Notes: [_1]", # loc
>        $note
>        ),
>      );
> I'm not sure how can i add the actual actor from Ticket #2 inside this 
> part of code?!?
>  
> Below is my full source till now:
>  
> my $Clone = $self->TicketObj;
> my $note;
> my $t = $self->TicketObj->Transactions;  $t->Limit( FIELD => 'Type', 
> VALUE => 'Correspond' );  $t->OrderByCols (
>   { FIELD => 'Created',  ORDER => 'DESC' },
>   { FIELD => 'id',     ORDER => 'DESC' },
>         );
> my $CommentObj = $t->First;
> if( $CommentObj && $CommentObj->id ) {  $note = $CommentObj->Content; 
> }; # Get the actual Actor of this transaction my $Actor = 
> $self->TransactionObj->Creator; # $Actor has the ID of the actual 
> Transaction my $temp_user = RT::User->new(); $temp_user->Load($Actor); 
> my $AName = $temp_user->Name(); # Name of Actor in acutal Transaction
> - possibly not needed
>  
> while (my $related = $Clone->ReferredToBy->Next) {
>   my $original = $Clone->id;
>   my $relid = $related->BaseObj->id;
>   $related->BaseObj->Comment(
>     Content => $self->loc( "Information added by [_1].", # loc
>        $self->TransactionObj->CreatorObj->Name,
>        ) . "\n" . $self->loc( "Notes: [_1]", # loc
>        $note
>        ),
>      );
> }
> return 1;
>  
> Any help is appriciated.
>
> Torsten
>
> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann 
> (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, 
> Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), 
> Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 
> 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
> Kuehne & Nagel A.G., Sitz: Contern/Luxemburg, Geschaeftsfuehrender
> Verwaltungsrat: Klaus-Michael Kuehne
>
>

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

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


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


From torsten.brumm at Kuehne-Nagel.com  Thu Sep 24 09:52:22 2009
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Thu, 24 Sep 2009 15:52:22 +0200
Subject: [rt-users] Scrip help needed
In-Reply-To: <589c94400909240623j6ef30b4eg9b304c431a5b044d@mail.gmail.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F664A@w3hamboex11.ger.win.int.kn>
	<4ABB42CD.3030908@vialtus.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F6677@w3hamboex11.ger.win.int.kn>
	<589c94400909240623j6ef30b4eg9b304c431a5b044d@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394024F66D8@w3hamboex11.ger.win.int.kn>

Hi Ruslan,

thanks for the hint. tried it with this piece of code:

my $Clone = $self->TicketObj;
my $note;
my $t = $self->TicketObj->Transactions;
	$t->Limit( FIELD => 'Type', VALUE => 'Correspond' );
	$t->OrderByCols (
		{ FIELD => 'Created',  ORDER => 'DESC' },
		{ FIELD => 'id',     ORDER => 'DESC' },
        );
my $CommentObj = $t->First;
if( $CommentObj && $CommentObj->id ) {
	$note = $CommentObj->Content;
};
my $Actor = $self->TransactionObj->Creator;

while (my $related = $Clone->ReferredToBy->Next) {
		my $original = $Clone->id;
		my $relid = $related->BaseObj->id;
		my $reply_will_be_on = RT::Ticket->new( $Actor ); 
		$reply_will_be_on->Load( $related->BaseObj->id ); 
		$reply_will_be_on->Comment( Content => $self->loc( "Information added by [_1].", # loc
								$Actor,
								) . "\n" . $self->loc( "Notes: [_1]", # loc
								$note
								),
							);
}
return 1; 


this ends up with:

[Thu Sep 24 13:47:26 2009] [error]: Scrip 1159 Commit failed: Can't call method "UserObj" on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3647.

OK, line 3647 from Ticket_Overlay:

$self->HasRight(
       Principal => $self->CurrentUser->UserObj(),
       Right     => "$right"
       )
);


OK, i'm working as superuser, so i should have the right....digging in the dark :-(


-----Urspr?ngliche Nachricht-----
Von: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Gesendet: Donnerstag, 24. September 2009 15:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed

Torsten,

Scrips work under system user, but you have to reload ticket as creator of the transaction. Something like:
...
my $reply_will_be_on = RT::Ticket->new( $txn->CreatorObj ); $reply_will_be_on->Load( $ticket_you_found_as_system_user->id ); $reply_will_be_on->Comment(...); ...

On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID <torsten.brumm at kuehne-nagel.com> wrote:
> Hi Roy,
> no success, still: ? ? ? RT_System - Comments added
>
> :-(
>
> Thanks
>
> Torsten
>
>
> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann 
> (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, 
> Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), 
> Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 
> 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: 
> Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender 
> Verwaltungsrat: Klaus-Michael Kuehne
>
>
>
> -----Urspruengliche Nachricht-----
> Von: Raed El-Hames [mailto:rfh at vialtus.com]
> Gesendet: Donnerstag, 24. September 2009 11:59
> An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
> Cc: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Scrip help needed
>
> Hi Torsten;
>
> Try
>
> $related->BaseObj->Comment(
> ? ?Creator => $self->TransactionObj->Creator,
> ? ?Content => $self->loc( "Information added by [_1].", # loc
> ? ? ? $self->TransactionObj->CreatorObj->Name,
> ? ? ? ) . "\n" . $self->loc( "Notes: [_1]", # loc
> ? ? ? $note
> ? ? ? ),
> ? ? );
>
>
> Note the Creator line I added.
>
> Regards;
> Roy
>
> Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
>> Hi,
>> i'm trying to write a scrip which does the following:
>>
>> We have two or more tickets, each ticket has a refersto to another 
>> like this:
>>
>> #1 -> refers to #2
>>
>> Now, if someone at ticket #2 writes an update, this update (reply in 
>> our case) should be posted also to ticket #1
>>
>> Till this point it is working fine, now my problem:
>>
>> The Update on Ticket #1 is done by RT_System (from the scrip) after 
>> the user in ticket #2 writes an update and i have no idea at the 
>> moment, how can i do the update as the user, doing the reply on 
>> ticket
>> #2 ?!?
>>
>> The Part of the source writing back the update:
>>
>> $related->BaseObj->Comment(
>> ? ? Content => $self->loc( "Information added by [_1].", # loc
>> ? ? ? ?$self->TransactionObj->CreatorObj->Name,
>> ? ? ? ?) . "\n" . $self->loc( "Notes: [_1]", # loc
>> ? ? ? ?$note
>> ? ? ? ?),
>> ? ? ?);
>> I'm not sure how can i add the actual actor from Ticket #2 inside 
>> this part of code?!?
>>
>> Below is my full source till now:
>>
>> my $Clone = $self->TicketObj;
>> my $note;
>> my $t = $self->TicketObj->Transactions; ?$t->Limit( FIELD => 'Type', 
>> VALUE => 'Correspond' ); ?$t->OrderByCols (
>> ? { FIELD => 'Created', ?ORDER => 'DESC' },
>> ? { FIELD => 'id', ? ? ORDER => 'DESC' },
>> ? ? ? ? );
>> my $CommentObj = $t->First;
>> if( $CommentObj && $CommentObj->id ) { ?$note = $CommentObj->Content; 
>> }; # Get the actual Actor of this transaction my $Actor = 
>> $self->TransactionObj->Creator; # $Actor has the ID of the actual 
>> Transaction my $temp_user = RT::User->new(); 
>> $temp_user->Load($Actor); my $AName = $temp_user->Name(); # Name of 
>> Actor in acutal Transaction
>> - possibly not needed
>>
>> while (my $related = $Clone->ReferredToBy->Next) {
>> ? my $original = $Clone->id;
>> ? my $relid = $related->BaseObj->id;
>> ? $related->BaseObj->Comment(
>> ? ? Content => $self->loc( "Information added by [_1].", # loc
>> ? ? ? ?$self->TransactionObj->CreatorObj->Name,
>> ? ? ? ?) . "\n" . $self->loc( "Notes: [_1]", # loc
>> ? ? ? ?$note
>> ? ? ? ?),
>> ? ? ?);
>> }
>> return 1;
>>
>> Any help is appriciated.
>>
>> Torsten
>>
>> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann 
>> (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, 
>> Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), 
>> Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, 
>> HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
>> Kuehne & Nagel A.G., Sitz: Contern/Luxemburg, Geschaeftsfuehrender
>> Verwaltungsrat: Klaus-Michael Kuehne
>>
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



--
Best regards, Ruslan.

From mathieu at closetwork.org  Thu Sep 24 09:35:49 2009
From: mathieu at closetwork.org (Mathieu Longtin)
Date: Thu, 24 Sep 2009 09:35:49 -0400
Subject: [rt-users] RT <-> Trac integration
Message-ID: <539eb5520909240635x1d732598pf1fb784ce2890598@mail.gmail.com>

Create a custom field, then setup the "link values to" field to point to
Trac's ticket.

You can put an arbitrary URL in there that includes the value of your custom
field, your CF, in your case.

From: "Lander, Scott" <slander at hearstsc.com>
>
>  All,
>
>    I have a need to link together RT tickets and Trac tickets.
> Essentially, we do our change control within Trac.   So, in RT, I have a CF
> "Change Control", which, if  set, I would like to have it link to the Trac
> ticket.
>
>    The problem is that the two ticket numbers won't match, and trac ticket
> creation doesn't appear to allow you to set the ticket number (no
> surprise).
>
>     Can anyone think of anyway to do get the Trac ticket number back and
> auto create the link?
>
> Thanks
>
> Scott
>
>
>
> ------------------------------------------------------------------------------------
> This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
> ------------------------------------------------------------------------------------
>
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090924/49d4ae1f/attachment.htm>

From ruslan.zakirov at gmail.com  Thu Sep 24 10:14:38 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 24 Sep 2009 18:14:38 +0400
Subject: [rt-users] Scrip help needed
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394024F66D8@w3hamboex11.ger.win.int.kn>
References: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F664A@w3hamboex11.ger.win.int.kn>
	<4ABB42CD.3030908@vialtus.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F6677@w3hamboex11.ger.win.int.kn>
	<589c94400909240623j6ef30b4eg9b304c431a5b044d@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F66D8@w3hamboex11.ger.win.int.kn>
Message-ID: <589c94400909240714y28579a56td4268670eeb6a264@mail.gmail.com>

$self->TransactionObj->Creator returns id not a user object, when you
need object.

On Thu, Sep 24, 2009 at 5:52 PM, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID <torsten.brumm at kuehne-nagel.com> wrote:
> Hi Ruslan,
>
> thanks for the hint. tried it with this piece of code:
>
> my $Clone = $self->TicketObj;
> my $note;
> my $t = $self->TicketObj->Transactions;
> ? ? ? ?$t->Limit( FIELD => 'Type', VALUE => 'Correspond' );
> ? ? ? ?$t->OrderByCols (
> ? ? ? ? ? ? ? ?{ FIELD => 'Created', ?ORDER => 'DESC' },
> ? ? ? ? ? ? ? ?{ FIELD => 'id', ? ? ORDER => 'DESC' },
> ? ? ? ?);
> my $CommentObj = $t->First;
> if( $CommentObj && $CommentObj->id ) {
> ? ? ? ?$note = $CommentObj->Content;
> };
> my $Actor = $self->TransactionObj->Creator;
>
> while (my $related = $Clone->ReferredToBy->Next) {
> ? ? ? ? ? ? ? ?my $original = $Clone->id;
> ? ? ? ? ? ? ? ?my $relid = $related->BaseObj->id;
> ? ? ? ? ? ? ? ?my $reply_will_be_on = RT::Ticket->new( $Actor );
> ? ? ? ? ? ? ? ?$reply_will_be_on->Load( $related->BaseObj->id );
> ? ? ? ? ? ? ? ?$reply_will_be_on->Comment( Content => $self->loc( "Information added by [_1].", # loc
> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?$Actor,
> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?) . "\n" . $self->loc( "Notes: [_1]", # loc
> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?$note
> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?),
> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?);
> }
> return 1;
>
>
> this ends up with:
>
> [Thu Sep 24 13:47:26 2009] [error]: Scrip 1159 Commit failed: Can't call method "UserObj" on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3647.
>
> OK, line 3647 from Ticket_Overlay:
>
> $self->HasRight(
> ? ? ? Principal => $self->CurrentUser->UserObj(),
> ? ? ? Right ? ? => "$right"
> ? ? ? )
> );
>
>
> OK, i'm working as superuser, so i should have the right....digging in the dark :-(
>
>
> -----Urspr?ngliche Nachricht-----
> Von: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Gesendet: Donnerstag, 24. September 2009 15:23
> An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
> Cc: Raed El-Hames; rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Scrip help needed
>
> Torsten,
>
> Scrips work under system user, but you have to reload ticket as creator of the transaction. Something like:
> ...
> my $reply_will_be_on = RT::Ticket->new( $txn->CreatorObj ); $reply_will_be_on->Load( $ticket_you_found_as_system_user->id ); $reply_will_be_on->Comment(...); ...
>
> On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID <torsten.brumm at kuehne-nagel.com> wrote:
>> Hi Roy,
>> no success, still: ? ? ? RT_System - Comments added
>>
>> :-(
>>
>> Thanks
>>
>> Torsten
>>
>>
>> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
>> (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
>> Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.),
>> Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA
>> 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
>> Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender
>> Verwaltungsrat: Klaus-Michael Kuehne
>>
>>
>>
>> -----Urspruengliche Nachricht-----
>> Von: Raed El-Hames [mailto:rfh at vialtus.com]
>> Gesendet: Donnerstag, 24. September 2009 11:59
>> An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
>> Cc: rt-users at lists.bestpractical.com
>> Betreff: Re: [rt-users] Scrip help needed
>>
>> Hi Torsten;
>>
>> Try
>>
>> $related->BaseObj->Comment(
>> ? ?Creator => $self->TransactionObj->Creator,
>> ? ?Content => $self->loc( "Information added by [_1].", # loc
>> ? ? ? $self->TransactionObj->CreatorObj->Name,
>> ? ? ? ) . "\n" . $self->loc( "Notes: [_1]", # loc
>> ? ? ? $note
>> ? ? ? ),
>> ? ? );
>>
>>
>> Note the Creator line I added.
>>
>> Regards;
>> Roy
>>
>> Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
>>> Hi,
>>> i'm trying to write a scrip which does the following:
>>>
>>> We have two or more tickets, each ticket has a refersto to another
>>> like this:
>>>
>>> #1 -> refers to #2
>>>
>>> Now, if someone at ticket #2 writes an update, this update (reply in
>>> our case) should be posted also to ticket #1
>>>
>>> Till this point it is working fine, now my problem:
>>>
>>> The Update on Ticket #1 is done by RT_System (from the scrip) after
>>> the user in ticket #2 writes an update and i have no idea at the
>>> moment, how can i do the update as the user, doing the reply on
>>> ticket
>>> #2 ?!?
>>>
>>> The Part of the source writing back the update:
>>>
>>> $related->BaseObj->Comment(
>>> ? ? Content => $self->loc( "Information added by [_1].", # loc
>>> ? ? ? ?$self->TransactionObj->CreatorObj->Name,
>>> ? ? ? ?) . "\n" . $self->loc( "Notes: [_1]", # loc
>>> ? ? ? ?$note
>>> ? ? ? ?),
>>> ? ? ?);
>>> I'm not sure how can i add the actual actor from Ticket #2 inside
>>> this part of code?!?
>>>
>>> Below is my full source till now:
>>>
>>> my $Clone = $self->TicketObj;
>>> my $note;
>>> my $t = $self->TicketObj->Transactions; ?$t->Limit( FIELD => 'Type',
>>> VALUE => 'Correspond' ); ?$t->OrderByCols (
>>> ? { FIELD => 'Created', ?ORDER => 'DESC' },
>>> ? { FIELD => 'id', ? ? ORDER => 'DESC' },
>>> ? ? ? ? );
>>> my $CommentObj = $t->First;
>>> if( $CommentObj && $CommentObj->id ) { ?$note = $CommentObj->Content;
>>> }; # Get the actual Actor of this transaction my $Actor =
>>> $self->TransactionObj->Creator; # $Actor has the ID of the actual
>>> Transaction my $temp_user = RT::User->new();
>>> $temp_user->Load($Actor); my $AName = $temp_user->Name(); # Name of
>>> Actor in acutal Transaction
>>> - possibly not needed
>>>
>>> while (my $related = $Clone->ReferredToBy->Next) {
>>> ? my $original = $Clone->id;
>>> ? my $relid = $related->BaseObj->id;
>>> ? $related->BaseObj->Comment(
>>> ? ? Content => $self->loc( "Information added by [_1].", # loc
>>> ? ? ? ?$self->TransactionObj->CreatorObj->Name,
>>> ? ? ? ?) . "\n" . $self->loc( "Notes: [_1]", # loc
>>> ? ? ? ?$note
>>> ? ? ? ?),
>>> ? ? ?);
>>> }
>>> return 1;
>>>
>>> Any help is appriciated.
>>>
>>> Torsten
>>>
>>> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
>>> (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
>>> Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.),
>>> Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen,
>>> HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
>>> Kuehne & Nagel A.G., Sitz: Contern/Luxemburg, Geschaeftsfuehrender
>>> Verwaltungsrat: Klaus-Michael Kuehne
>>>
>>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support:
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Best regards, Ruslan.


From torsten.brumm at Kuehne-Nagel.com  Thu Sep 24 10:48:19 2009
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Thu, 24 Sep 2009 16:48:19 +0200
Subject: [rt-users] Scrip help needed
In-Reply-To: <589c94400909240714y28579a56td4268670eeb6a264@mail.gmail.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F664A@w3hamboex11.ger.win.int.kn>
	<4ABB42CD.3030908@vialtus.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F6677@w3hamboex11.ger.win.int.kn>
	<589c94400909240623j6ef30b4eg9b304c431a5b044d@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F66D8@w3hamboex11.ger.win.int.kn>
	<589c94400909240714y28579a56td4268670eeb6a264@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394024F6700@w3hamboex11.ger.win.int.kn>

Hi Ruslan, Raed,

thanks for your support, it is working well now.

Attached again the correct working scrip action, if someone else has a need for this:

my $Clone = $self->TicketObj;
my $note;
my $t = $self->TicketObj->Transactions;
	$t->Limit( FIELD => 'Type', VALUE => 'Correspond' );
	$t->OrderByCols (
		{ FIELD => 'Created',  ORDER => 'DESC' },
		{ FIELD => 'id',     ORDER => 'DESC' },
        );
my $CommentObj = $t->First;
if( $CommentObj && $CommentObj->id ) {
	$note = $CommentObj->Content;
};
my $Actor = $self->TransactionObj->Creator;
my $user = RT::User->new($RT::SystemUser);
$user->Load($Actor);
my $Name = $user->Name;

while (my $related = $Clone->ReferredToBy->Next) {
		my $original = $Clone->id;
		my $reply_will_be_on = RT::Ticket->new($user);
		$reply_will_be_on->Load( $related->BaseObj->id ); 
		$reply_will_be_on->Comment(	Content => $self->loc( "Information added by [_1].", # loc
								$Name,
								) . "\n" . $self->loc( "Notes: [_1]", # loc
								$note
								),
							);
}
return 1; 


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-----Urspruengliche Nachricht-----
Von: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Gesendet: Donnerstag, 24. September 2009 16:15
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed

$self->TransactionObj->Creator returns id not a user object, when you need object.

On Thu, Sep 24, 2009 at 5:52 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID <torsten.brumm at kuehne-nagel.com> wrote:
> Hi Ruslan,
>
> thanks for the hint. tried it with this piece of code:
>
> my $Clone = $self->TicketObj;
> my $note;
> my $t = $self->TicketObj->Transactions;
>        $t->Limit( FIELD => 'Type', VALUE => 'Correspond' );
>        $t->OrderByCols (
>                { FIELD => 'Created',  ORDER => 'DESC' },
>                { FIELD => 'id',     ORDER => 'DESC' },
>        );
> my $CommentObj = $t->First;
> if( $CommentObj && $CommentObj->id ) {
>        $note = $CommentObj->Content;
> };
> my $Actor = $self->TransactionObj->Creator;
>
> while (my $related = $Clone->ReferredToBy->Next) {
>                my $original = $Clone->id;
>                my $relid = $related->BaseObj->id;
>                my $reply_will_be_on = RT::Ticket->new( $Actor );
>                $reply_will_be_on->Load( $related->BaseObj->id );
>                $reply_will_be_on->Comment( Content => $self->loc( 
> "Information added by [_1].", # loc
>                                                                $Actor,
>                                                                ) . 
> "\n" . $self->loc( "Notes: [_1]", # loc
>                                                                $note
>                                                                ),
>                                                        ); } return 1;
>
>
> this ends up with:
>
> [Thu Sep 24 13:47:26 2009] [error]: Scrip 1159 Commit failed: Can't call method "UserObj" on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3647.
>
> OK, line 3647 from Ticket_Overlay:
>
> $self->HasRight(
>       Principal => $self->CurrentUser->UserObj(),
>       Right     => "$right"
>       )
> );
>
>
> OK, i'm working as superuser, so i should have the right....digging in 
> the dark :-(
>
>
> -----Urspruengliche Nachricht-----
> Von: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Gesendet: Donnerstag, 24. September 2009 15:23
> An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
> Cc: Raed El-Hames; rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Scrip help needed
>
> Torsten,
>
> Scrips work under system user, but you have to reload ticket as creator of the transaction. Something like:
> ...
> my $reply_will_be_on = RT::Ticket->new( $txn->CreatorObj ); $reply_will_be_on->Load( $ticket_you_found_as_system_user->id ); $reply_will_be_on->Comment(...); ...
>
> On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID <torsten.brumm at kuehne-nagel.com> wrote:
>> Hi Roy,
>> no success, still:       RT_System - Comments added
>>
>> :-(
>>
>> Thanks
>>
>> Torsten
>>
>>
>> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann 
>> (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, 
>> Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), 
>> Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, 
>> HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
>> Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender
>> Verwaltungsrat: Klaus-Michael Kuehne
>>
>>
>>
>> -----Urspruengliche Nachricht-----
>> Von: Raed El-Hames [mailto:rfh at vialtus.com]
>> Gesendet: Donnerstag, 24. September 2009 11:59
>> An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
>> Cc: rt-users at lists.bestpractical.com
>> Betreff: Re: [rt-users] Scrip help needed
>>
>> Hi Torsten;
>>
>> Try
>>
>> $related->BaseObj->Comment(
>>    Creator => $self->TransactionObj->Creator,
>>    Content => $self->loc( "Information added by [_1].", # loc
>>       $self->TransactionObj->CreatorObj->Name,
>>       ) . "\n" . $self->loc( "Notes: [_1]", # loc
>>       $note
>>       ),
>>     );
>>
>>
>> Note the Creator line I added.
>>
>> Regards;
>> Roy
>>
>> Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
>>> Hi,
>>> i'm trying to write a scrip which does the following:
>>>
>>> We have two or more tickets, each ticket has a refersto to another 
>>> like this:
>>>
>>> #1 -> refers to #2
>>>
>>> Now, if someone at ticket #2 writes an update, this update (reply in 
>>> our case) should be posted also to ticket #1
>>>
>>> Till this point it is working fine, now my problem:
>>>
>>> The Update on Ticket #1 is done by RT_System (from the scrip) after 
>>> the user in ticket #2 writes an update and i have no idea at the 
>>> moment, how can i do the update as the user, doing the reply on 
>>> ticket
>>> #2 ?!?
>>>
>>> The Part of the source writing back the update:
>>>
>>> $related->BaseObj->Comment(
>>>     Content => $self->loc( "Information added by [_1].", # loc
>>>        $self->TransactionObj->CreatorObj->Name,
>>>        ) . "\n" . $self->loc( "Notes: [_1]", # loc
>>>        $note
>>>        ),
>>>      );
>>> I'm not sure how can i add the actual actor from Ticket #2 inside 
>>> this part of code?!?
>>>
>>> Below is my full source till now:
>>>
>>> my $Clone = $self->TicketObj;
>>> my $note;
>>> my $t = $self->TicketObj->Transactions;  $t->Limit( FIELD => 'Type', 
>>> VALUE => 'Correspond' );  $t->OrderByCols (
>>>   { FIELD => 'Created',  ORDER => 'DESC' },
>>>   { FIELD => 'id',     ORDER => 'DESC' },
>>>         );
>>> my $CommentObj = $t->First;
>>> if( $CommentObj && $CommentObj->id ) {  $note = 
>>> $CommentObj->Content; }; # Get the actual Actor of this transaction 
>>> my $Actor = $self->TransactionObj->Creator; # $Actor has the ID of 
>>> the actual Transaction my $temp_user = RT::User->new(); 
>>> $temp_user->Load($Actor); my $AName = $temp_user->Name(); # Name of 
>>> Actor in acutal Transaction
>>> - possibly not needed
>>>
>>> while (my $related = $Clone->ReferredToBy->Next) {
>>>   my $original = $Clone->id;
>>>   my $relid = $related->BaseObj->id;
>>>   $related->BaseObj->Comment(
>>>     Content => $self->loc( "Information added by [_1].", # loc
>>>        $self->TransactionObj->CreatorObj->Name,
>>>        ) . "\n" . $self->loc( "Notes: [_1]", # loc
>>>        $note
>>>        ),
>>>      );
>>> }
>>> return 1;
>>>
>>> Any help is appriciated.
>>>
>>> Torsten
>>>
>>> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg 
>>> Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), 
>>> Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark 
>>> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, 
>>> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
>>> Kuehne & Nagel A.G., Sitz: Contern/Luxemburg, Geschaeftsfuehrender
>>> Verwaltungsrat: Klaus-Michael Kuehne
>>>
>>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support:
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> Best regards, Ruslan.
>



--
Best regards, Ruslan.



From rui-f-meireles at telecom.pt  Thu Sep 24 10:50:17 2009
From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles)
Date: Thu, 24 Sep 2009 15:50:17 +0100
Subject: [rt-users] Make non-staff users able to see all tickets (and
 not only theirs)
In-Reply-To: <4ABB644D.6070004@vialtus.com>
References: <C10830FEB7384F4DBA220139E108F941DEF8CA3EF5@COMPRTEX01.ptcom.corppt.com>
	<4ABA3009.5030307@gmail.com>
	<C10830FEB7384F4DBA220139E108F941DEF8CA407E@COMPRTEX01.ptcom.corppt.com>
	<4ABB644D.6070004@vialtus.com>
Message-ID: <C10830FEB7384F4DBA220139E108F941DEF8CA40AC@COMPRTEX01.ptcom.corppt.com>

That's exactly what I want to do.
This will be a small internal web portal, which we will use to answer questions and requests from other co-workers.

If all tickets are visible, we will save the trouble of answering some questions more than once (users can read the previous answers).

Thanks.



-----Original Message-----
From: Raed El-Hames [mailto:rfh at vialtus.com] 
Sent: quinta-feira, 24 de Setembro de 2009 13:22
To: Rui Vitor Figueiras Meireles
Cc: Mauricio Tavares; RT Users
Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)

But does n't this allow everyone to see every ticket??
Are you sure you want to do that? does n't your customers mind that 
their issues are visible to other customers?? is that legal (data 
protection etc)?

Or have I missed something?

Roy

Rui Vitor Figueiras Meireles wrote:
> Ok. I was able to do what I wanted (make non-staff users able to see all tickets).
> Here's what I did (Version RT 3.6.HEAD):
>
> 1 - First, I gave rights SeeQueue and ShowTicket to Everyone.
>
> 2 - Then I created a new file OtherRequests
> cd ./rt3/html/SelfService/Elements/
> cp MyRequests OtherRequests
>
> 3 - Here are the changes I made to OtherRequests
>
> diff OtherRequests MyRequests
> 61c61
> <     . join( ' OR ', map "$_.id != $id", @roles )
> ---
>   
>>     . join( ' OR ', map "$_.id = $id", @roles )
>>     
> 63d62
> < $Query .= " AND ( Requestor.id != $id )";
> 80c79
> < $title => loc("Other's [_1] tickets", $friendly_status)
> ---
>   
>> $title => loc("My [_1] tickets", $friendly_status)
>>     
>
> 4 - Then I added this in ./rt3/html/SelfService/index.html
>
> <& /SelfService/Elements/OtherRequests,
>              BaseURL => $RT::WebPath . "/SelfService/?",
>              Page    => $Page &>
>
> 5 - And added this in ./rt3/html/SelfService/Closed.html
>
> <& /SelfService/Elements/OtherRequests,
>              status       => ['rejected', 'resolved'],
>              friendly_status => loc('closed'),
>              BaseURL         => $RT::WebPath . "/SelfService/Closed.html?",
>              Page            => $Page &>
>
>
>
> That's it! It's working! Hope it helps someone.
>
>
> Date: Wed, 23 Sep 2009 12:21:25 -0400
> From: Kevin Falcone <falcone at bestpractical.com>
> Subject: Re: [rt-users] Make non-staff users able to see all tickets
> 	(and not only theirs)
> To: rt-users at lists.bestpractical.com
> Message-ID: <20090923162125.GC3793 at jibsheet.com>
> Content-Type: text/plain; charset="us-ascii"
>
> On Wed, Sep 23, 2009 at 04:19:55PM +0100, Rui Vitor Figueiras Meireles wrote:
>   
>> First of all, thanks for the answers!
>>
>>     
>>>>    1. Make all non-privileged users see ALL the tickets (not only the
>>>>       tickets they are Requestors).
>>>>         
>>> 	Could you go to the queues you want to see tickets on and then tell it 
>>> to allow the non-privileged group to see all tickets there?
>>>       
>> I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
>> And they can see them now, but they need to write http://...?id=4 to see ticket 4 if it is not theirs.
>>
>> What I need is to change the /SelfService/index.html in order to have:
>>  - My open tickets
>>  - Other people open tickets (this is what I want)
>>     
>
> You'll have to overlay and tweak the search in
> share/html/SelfService/Elements/MyRequests
> by default, SelfService only looks for Tickets you are a Watcher of
>
> -kevin
>
>   
>>>>    2. Make all non-privileged users be able to login, even if there is
>>>>       not a user account for them
>>>>         
>> I don't want to use a LDAP Server. If not possible, I will just have to create the accounts by hand.
>>
>>
>> Thanks!
>>
>>
>> -----Original Message-----
>> From: Mauricio Tavares [mailto:raubvogel at gmail.com] 
>> Sent: quarta-feira, 23 de Setembro de 2009 15:26
>> To: Rui Vitor Figueiras Meireles
>> Cc: RT Users
>> Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)
>>
>> Rui Vitor Figueiras Meireles wrote:
>>     
>>>  
>>>
>>> Hi there. I've just installed RT 3.6 (It was the version available in 
>>> EPEL Repositories for RHEL 5). 
>>>
>>> I'm not going to use email to open/reply to tickets, I just want to use 
>>> email to send notifications.
>>>
>>> This way, all the users must use the http interface.
>>>
>>> I was wondering how it is possible to:
>>>
>>>    1. Make all non-privileged users see ALL the tickets (not only the
>>>       tickets they are Requestors).
>>>       
>> 	Could you go to the queues you want to see tickets on and then tell it 
>> to allow the non-privileged group to see all tickets there?
>>
>>     
>>>    2. Make all non-privileged users be able to login, even if there is
>>>       not a user account for them (for example, they could login with
>>>       their email, have a pre-defined password, and have the account
>>>       automatically created). I know this is possible via email request,
>>>       but I wanted via browser...
>>>
>>>       
>> 	It may not be what you want but if your non-privileged users are in 
>> your LDAP server, you would not need to define them in rt in advance. 
>> Whenever they would log in, they would be seen as non-privileged by rt 
>> unless you do something to change that.
>>
>>     
>>> I would greatly appreciate if someone could help me with one or more 
>>> questions.
>>>
>>> Thanks in advance.
>>>
>>>  
>>>
>>>
>>>       
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   




From elacour at easter-eggs.com  Thu Sep 24 10:54:06 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 24 Sep 2009 16:54:06 +0200
Subject: [rt-users] Scrip help needed
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394024F6700@w3hamboex11.ger.win.int.kn>
References: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F664A@w3hamboex11.ger.win.int.kn>
	<4ABB42CD.3030908@vialtus.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F6677@w3hamboex11.ger.win.int.kn>
	<589c94400909240623j6ef30b4eg9b304c431a5b044d@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F66D8@w3hamboex11.ger.win.int.kn>
	<589c94400909240714y28579a56td4268670eeb6a264@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F6700@w3hamboex11.ger.win.int.kn>
Message-ID: <20090924145406.GD9694@easter-eggs.com>

On Thu, Sep 24, 2009 at 04:48:19PM +0200, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
> Hi Ruslan, Raed,
> 
> thanks for your support, it is working well now.
> 
> Attached again the correct working scrip action, if someone else has a need for this:
> 
> my $Actor = $self->TransactionObj->Creator;
> my $user = RT::User->new($RT::SystemUser);
> $user->Load($Actor);
> my $Name = $user->Name;
> 

FYI, you can use directly $self->TransactionObj->CreatorObj to get the
user object.

(CreatorObj does the same , i.e. load the user, but this will shorten
you scrip ;))



From torsten.brumm at googlemail.com  Thu Sep 24 12:19:44 2009
From: torsten.brumm at googlemail.com (torsten.brumm)
Date: Thu, 24 Sep 2009 18:19:44 +0200
Subject: [rt-users] Scrip help needed
In-Reply-To: <20090924145406.GD9694@easter-eggs.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F664A@w3hamboex11.ger.win.int.kn>
	<4ABB42CD.3030908@vialtus.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F6677@w3hamboex11.ger.win.int.kn>
	<589c94400909240623j6ef30b4eg9b304c431a5b044d@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F66D8@w3hamboex11.ger.win.int.kn>
	<589c94400909240714y28579a56td4268670eeb6a264@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394024F6700@w3hamboex11.ger.win.int.kn>
	<20090924145406.GD9694@easter-eggs.com>
Message-ID: <bdbd084b0909240919x72cd9237pa2dffe62341cd9c2@mail.gmail.com>

Hi Emmanuel,

will try it out tomorrow: done for today ;-)

Thanks for the hint.

Torsten

2009/9/24 Emmanuel Lacour <elacour at easter-eggs.com>

> On Thu, Sep 24, 2009 at 04:48:19PM +0200, Brumm, Torsten / Kuehne + Nagel /
> Ham MI-ID wrote:
> > Hi Ruslan, Raed,
> >
> > thanks for your support, it is working well now.
> >
> > Attached again the correct working scrip action, if someone else has a
> need for this:
> >
> > my $Actor = $self->TransactionObj->Creator;
> > my $user = RT::User->new($RT::SystemUser);
> > $user->Load($Actor);
> > my $Name = $user->Name;
> >
>
> FYI, you can use directly $self->TransactionObj->CreatorObj to get the
> user object.
>
> (CreatorObj does the same , i.e. load the user, but this will shorten
> you scrip ;))
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090924/8a2f5240/attachment.htm>

From rui-f-meireles at telecom.pt  Thu Sep 24 13:53:21 2009
From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles)
Date: Thu, 24 Sep 2009 18:53:21 +0100
Subject: [rt-users] How to change default HomepageSettings
References: <C10830FEB7384F4DBA220139E108F941DEF8CA3EF5@COMPRTEX01.ptcom.corppt.com>
	<4ABA3009.5030307@gmail.com>
	<C10830FEB7384F4DBA220139E108F941DEF8CA407E@COMPRTEX01.ptcom.corppt.com>
	<4ABB644D.6070004@vialtus.com> 
Message-ID: <C10830FEB7384F4DBA220139E108F941DEF8D2F007@COMPRTEX01.ptcom.corppt.com>


I want to include 'My Admin Queues' in default HomepageSettings, so that when I create a user this option is already active.

Addind the marked line in /etc/rt3/initialdata does not help, since this file is no longer read (I guess).

    { Name => 'HomepageSettings',
      Description => 'HomepageSettings',
      Content =>
      { 'body' => # loc
        [ { type => 'system', name => 'My Tickets' },
---->     { type => 'component', name => 'My Admin Queues' }, <----
          { type => 'system', name => 'Unowned Tickets' },
          { type => 'component',  name => 'QuickCreate'},
        ],

How can I set HomepageSettings?

Thanks!




From jesse at bestpractical.com  Thu Sep 24 14:04:13 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Sep 2009 03:04:13 +0900
Subject: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface
 tests failing
In-Reply-To: <4E948F65-2E24-4D2F-B6E2-C7CEC8270A68@apple.com>
References: <A1DD8557-33F8-48CE-89E7-CED6C1757EDC@apple.com>
	<20090922191956.GD98018@jibsheet.com>
	<EE7336F4-F556-4464-871A-66E5E6D03E8D@apple.com>
	<20090922205248.GC28718@bestpractical.com>
	<87B26315-A28C-424D-B83A-6EFDA20317D5@apple.com>
	<20090923130208.GD1635@bestpractical.com>
	<589c94400909230611q45448f94ie6ff468d96fb902d@mail.gmail.com>
	<4E948F65-2E24-4D2F-B6E2-C7CEC8270A68@apple.com>
Message-ID: <20090924180413.GC25901@mar-adentro>




On Wed 23.Sep'09 at 18:33:13 -0700, Behzad Mahini wrote:
> Ok, I made the umask to be strict on the entire 'test' directory
> (recursively), and ran the "make test", and then "prove -lbv

You most certainly want -bv and not -lbv.

> failing_cases "....and some of the warnings/errors went away.
> However, there are still some more errors left (See Results shown
> below).
> 
> Since some of these errors (See Results below) are indicating that
> they are known issues with GnuPG 1.0.1, it begs the following
> questions:
> 
> 	1) What is the significance of the term "...known issues with GnuPG
> 1.0.1..." (i.e., known to RT developers? or known to the GnuPG
> developers?)


Neither. To the original developer of GnuPg interface, a CPAN module
written to let Perl applications talk to GnuPg.  You may note that we
now maintain thatm odule but that we didn't originally write it.

> 	2) I have installed GnuPG 2.0.13, and do not have GnuPG 1.xx
> installed on my machine. Therefore why is it complaining about GnuPG
> 1.0.1? 

It's a hardcoded warning statement in the test files. And unrelated
here.

> Again, note 			that I have only created a symbolic link for
> the executable "gpg"  (supposedly the executable for GnuPG 1.x) to
> point to "gpg2" (GnuPG 2.0.13). I only did 		this as "perl
> Malefile.PL" for CPAN's GnuPG-Interface would not have gone ahead,
> as it obviously needed "gpg".

That's what might be referred to as "an end run around a safety
mechanism"  GnuPg::Interface wasn't designed to work with gpg2 and they
changed the API/CLI, which is part of what gets something a different
executable name.

In particular, gpg 1 outputs timestames as ISO dates and gpg 2 outputs
them as seconds since the epoch.

As it happens, I had a few minutes today and did the work to support
GPG2 in GnuPg::Interface. Can you try out:

http://pause.perl.org/incoming/GnuPG-Interface-0.41_01.tar.gz

and report back?  If it's more than a few hours, you'll find that file
at search.cpan.org.

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 197 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/5b78786a/attachment.sig>

From johnathan.bell at baker.edu  Thu Sep 24 14:28:28 2009
From: johnathan.bell at baker.edu (Johnathan Bell)
Date: Thu, 24 Sep 2009 14:28:28 -0400
Subject: [rt-users] One user, multiple email addresses
Message-ID: <50C444F6-9D14-4F50-977F-38BDD2749722@baker.edu>

Here's the situation; in our organization, one staff member can have  
several email aliases--these make the email address "prettier" and  
easier to say/remember. However, this creates a problem with some of  
our users, in that when they reply to tickets from the "wrong" email  
address, RT hasn't a clue as to who is posting, or what to do with  
it... Is there a way we can associate more than one email address with  
the same user?

Thanks,
Johnathan

--
Johnathan Bell
Internet System Administrator, Baker College



From curtisb at vianet.ca  Thu Sep 24 15:04:28 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Thu, 24 Sep 2009 15:04:28 -0400
Subject: [rt-users] Login password save
Message-ID: <4ABBC2BC.8010503@vianet.ca>

Has anyone ever come across an extension or made a login password saver 
using cookies? I'm just wondering I had a few users ask about saving 
their login password.

Curtis


From jpierce at cambridgeenergyalliance.org  Thu Sep 24 15:05:50 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 24 Sep 2009 15:05:50 -0400
Subject: [rt-users] Login password save
In-Reply-To: <4ABBC2BC.8010503@vianet.ca>
References: <4ABBC2BC.8010503@vianet.ca>
Message-ID: <be7163f0909241205yc0aca83pee6264157f6e4b64@mail.gmail.com>

> Has anyone ever come across an extension or made a login password saver
> using cookies? I'm just wondering I had a few users ask about saving
> their login password.
Evil bad awful idea.

If they simply want to stay logged in for a long time between authentications,
why not extend your session period? See the wiki for details.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From toml at bitstatement.net  Thu Sep 24 15:34:04 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 24 Sep 2009 12:34:04 -0700
Subject: [rt-users] Login password save
In-Reply-To: <be7163f0909241205yc0aca83pee6264157f6e4b64@mail.gmail.com>
References: <4ABBC2BC.8010503@vianet.ca>
	<be7163f0909241205yc0aca83pee6264157f6e4b64@mail.gmail.com>
Message-ID: <4ABBC9AC.6000308@bitstatement.net>

>> Has anyone ever come across an extension or made a login password saver
>> using cookies? I'm just wondering I had a few users ask about saving
>> their login password.

> Evil bad awful idea.

... because anyone with physical access to their computer can create RT
transactions as the user with the saved password without having to know the
password.

Even without doing that, the session length presents the same issue if users
do not lock their workstations when they leave their desk.  Here I have an
alias set up that emails the whole company; if I find an employee has left
their workstation unlocked, I send out a company-wide email from them with
some silly statement  ("I watch Sesame Street" is a favorite).  Needless to
say, no one hardly ever does that anymore :)

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From jpierce at cambridgeenergyalliance.org  Thu Sep 24 15:36:41 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 24 Sep 2009 15:36:41 -0400
Subject: [rt-users] Login password save
In-Reply-To: <4ABBC9AC.6000308@bitstatement.net>
References: <4ABBC2BC.8010503@vianet.ca>
	<be7163f0909241205yc0aca83pee6264157f6e4b64@mail.gmail.com> 
	<4ABBC9AC.6000308@bitstatement.net>
Message-ID: <be7163f0909241236s60865298h8f4650c56011d86b@mail.gmail.com>

On Thu, Sep 24, 2009 at 15:34, Tom Lahti <toml at bitstatement.net> wrote:
>>> Has anyone ever come across an extension or made a login password saver
>>> using cookies? I'm just wondering I had a few users ask about saving
>>> their login password.
>
>> Evil bad awful idea.
>
> ... because anyone with physical access to their computer can create RT
> transactions as the user with the saved password without having to know the
> password.
I was thinking more that it generally ends up storing the password in the clear,
and is constantly sending that information back to the server.

Besides, browsers have built-in facilities for remembering passwords
if that's your bag;
and in FF they can all be encrypted with a single master password.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From toml at bitstatement.net  Thu Sep 24 16:02:12 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 24 Sep 2009 13:02:12 -0700
Subject: [rt-users] Login password save
In-Reply-To: <be7163f0909241236s60865298h8f4650c56011d86b@mail.gmail.com>
References: <4ABBC2BC.8010503@vianet.ca>
	<be7163f0909241205yc0aca83pee6264157f6e4b64@mail.gmail.com>
	<4ABBC9AC.6000308@bitstatement.net>
	<be7163f0909241236s60865298h8f4650c56011d86b@mail.gmail.com>
Message-ID: <4ABBD044.4060807@bitstatement.net>

> I was thinking more that it generally ends up storing the password in the clear,
> and is constantly sending that information back to the server.

That too.

> Besides, browsers have built-in facilities for remembering passwords
> if that's your bag;
> and in FF they can all be encrypted with a single master password.

Which are stored in the user's profile, not globally.  Still have to log
in/unlock as that user to gain the saved passwords.  Unless you make everyone
a local admin, then nothing else matters :)

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From Sul at hcp.med.harvard.edu  Thu Sep 24 16:11:47 2009
From: Sul at hcp.med.harvard.edu (Sul, Young L)
Date: Thu, 24 Sep 2009 16:11:47 -0400
Subject: [rt-users] root in the "owner" dropdown list
Message-ID: <E9A101192BE76249BEF0AEA4AA4E857C395AFBE04C@ITCCRMAIL02.MED.HARVARD.EDU>

Hi,
I have noticed that a potential owner of a ticket in our installation of RT can be root (at least it appears in the dropdown). Is this something I can disable? But would "ungranting" rights to the root user break RT?

-y
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090924/d6943f49/attachment.htm>

From Sul at hcp.med.harvard.edu  Thu Sep 24 16:04:38 2009
From: Sul at hcp.med.harvard.edu (Sul, Young L)
Date: Thu, 24 Sep 2009 16:04:38 -0400
Subject: [rt-users] Owner dropdown list looks funny after upgrade
Message-ID: <E9A101192BE76249BEF0AEA4AA4E857C395AFBE04B@ITCCRMAIL02.MED.HARVARD.EDU>

Hi,

We just upgraded to 3.8.5 from 3.4.x the other day.

I've noticed that the "owner" dropdown list is populated with some names of people who no longer work for my department - they aren't listed in the Privileged Users section.

What table should I be looking at to safely cleanup the dropdown list?

Thanks!

-y
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090924/201cef6d/attachment.htm>

From mahini at apple.com  Thu Sep 24 16:17:06 2009
From: mahini at apple.com (Behzad Mahini)
Date: Thu, 24 Sep 2009 13:17:06 -0700
Subject: [rt-users] Fwd: Problem RTIR Installation -- CPAN's
	GnuPG::Interface tests failing
References: <876185B1-2FC4-4C67-9D8C-638201639AC9@apple.com>
Message-ID: <E96A6F5A-B5AB-4A10-871C-97876C8C410B@apple.com>

Copying the rt-users list.

-Behzad

Begin forwarded message:

> From: Behzad Mahini <mahini at apple.com>
> Date: September 24, 2009 11:59:49 AM PDT
> To: Jesse Vincent <jesse at bestpractical.com>
> Cc: Jesse Vincent <jesse at bestpractical.com>, Ruslan Zakirov <ruslan.zakirov at gmail.com 
> >
> Subject: Re: [rt-users] Problem RTIR Installation -- CPAN's  
> GnuPG::Interface tests failing
>
> Jesse, Ruslan & Kevin,
>
> That did it....Truly thank you, as the latest version of GnuPG- 
> nterface (0.41) fixed my problem, and all errors went away (...by  
> the way, I ignored the warnings for the test directory settings, as  
> they were similar to the past).
>
> RTIR now shows up on my UI, and is accessible.
>
> Best Regards,
> Behzad
> On Sep 24, 2009, at 11:04 AM, Jesse Vincent wrote:
>
>>
>>
>>
>> On Wed 23.Sep'09 at 18:33:13 -0700, Behzad Mahini wrote:
>>> Ok, I made the umask to be strict on the entire 'test' directory
>>> (recursively), and ran the "make test", and then "prove -lbv
>>
>> You most certainly want -bv and not -lbv.
>>
>>> failing_cases "....and some of the warnings/errors went away.
>>> However, there are still some more errors left (See Results shown
>>> below).
>>>
>>> Since some of these errors (See Results below) are indicating that
>>> they are known issues with GnuPG 1.0.1, it begs the following
>>> questions:
>>>
>>> 	1) What is the significance of the term "...known issues with GnuPG
>>> 1.0.1..." (i.e., known to RT developers? or known to the GnuPG
>>> developers?)
>>
>>
>> Neither. To the original developer of GnuPg interface, a CPAN module
>> written to let Perl applications talk to GnuPg.  You may note that we
>> now maintain thatm odule but that we didn't originally write it.
>>
>>> 	2) I have installed GnuPG 2.0.13, and do not have GnuPG 1.xx
>>> installed on my machine. Therefore why is it complaining about GnuPG
>>> 1.0.1?
>>
>> It's a hardcoded warning statement in the test files. And unrelated
>> here.
>>
>>> Again, note 			that I have only created a symbolic link for
>>> the executable "gpg"  (supposedly the executable for GnuPG 1.x) to
>>> point to "gpg2" (GnuPG 2.0.13). I only did 		this as "perl
>>> Malefile.PL" for CPAN's GnuPG-Interface would not have gone ahead,
>>> as it obviously needed "gpg".
>>
>> That's what might be referred to as "an end run around a safety
>> mechanism"  GnuPg::Interface wasn't designed to work with gpg2 and  
>> they
>> changed the API/CLI, which is part of what gets something a different
>> executable name.
>>
>> In particular, gpg 1 outputs timestames as ISO dates and gpg 2  
>> outputs
>> them as seconds since the epoch.
>>
>> As it happens, I had a few minutes today and did the work to support
>> GPG2 in GnuPg::Interface. Can you try out:
>>
>> http://pause.perl.org/incoming/GnuPG-Interface-0.41_01.tar.gz
>>
>> and report back?  If it's more than a few hours, you'll find that  
>> file
>> at search.cpan.org.
>>
>

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090924/fc733621/attachment.htm>

From Mike.Johnson at NorMed.ca  Thu Sep 24 16:02:10 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Thu, 24 Sep 2009 16:02:10 -0400
Subject: [rt-users] SetStatus and SetOwner scrip question
Message-ID: <4ABB980D.4EF5.001E.0@NorMed.ca>

I was looking through the list's history.
 
The original email did not get an answer to it.
 
The piece that interests me about this listserv topic(dating back to Aug 2007)....
 
 
Sean, and myself are trying to set a ticket's owner to nobody on an action...
 
He stated,
 
I've tried:

$self->TicketObj->SetOwner("Nobody");
$self->TicketObj->SetOwner(Nobody);
$self->TicketObj->SetOwner("10");
$self->TicketObj->SetOwner(10);
$self->TicketObj->SetOwner(Name => "Nobody");
$self->TicketObj->SetOwner(Name => Nobody);
$self->TicketObj->SetOwner(Id => "10");
$self->TicketObj->SetOwner(Id => 10);

None of these has worked and nothing in rt.log indicates any problems.  I have
it set up with debug so I know I'm getting as much info as I can.
 
Can anyone tell me which of the above? and what else do I need to set to make this happen on a specific condition(I'm using On Queue change).
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090924/efbeae4f/attachment.htm>

From falcone at bestpractical.com  Thu Sep 24 17:06:53 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 24 Sep 2009 17:06:53 -0400
Subject: [rt-users] SetStatus and SetOwner scrip question
In-Reply-To: <4ABB980D.4EF5.001E.0@NorMed.ca>
References: <4ABB980D.4EF5.001E.0@NorMed.ca>
Message-ID: <20090924210653.GC16112@jibsheet.com>

On Thu, Sep 24, 2009 at 04:02:10PM -0400, Mike Johnson wrote:
>    I was looking through the list's history.
> 
>    The original email did not get an answer to it.
> 
>    The piece that interests me about this listserv topic(dating back to Aug 2007)....
> 
> 
>    Sean, and myself are trying to set a ticket's owner to nobody on an action...
> 
>    He stated,
> 
>    I've tried:
> 
>    $self->TicketObj->SetOwner("Nobody");
>    $self->TicketObj->SetOwner(Nobody);
>    $self->TicketObj->SetOwner("10");
>    $self->TicketObj->SetOwner(10);
>    $self->TicketObj->SetOwner(Name => "Nobody");
>    $self->TicketObj->SetOwner(Name => Nobody);
>    $self->TicketObj->SetOwner(Id => "10");
>    $self->TicketObj->SetOwner(Id => 10);
> 
>    None of these has worked and nothing in rt.log indicates any problems.  I have
>    it set up with debug so I know I'm getting as much info as I can.

If you want as much information as possible, you should check the
return values of SetOwner.  The arguments for the SetOwner method are
documented in Ticket_Overlay.pm.

-kevin

>    Can anyone tell me which of the above? and what else do I need to set to make this happen on a
>    specific condition(I'm using On Queue change).
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090924/b303c2e1/attachment.sig>

From falcone at bestpractical.com  Thu Sep 24 17:07:54 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 24 Sep 2009 17:07:54 -0400
Subject: [rt-users] root in the "owner" dropdown list
In-Reply-To: <E9A101192BE76249BEF0AEA4AA4E857C395AFBE04C@ITCCRMAIL02.MED.HARVARD.EDU>
References: <E9A101192BE76249BEF0AEA4AA4E857C395AFBE04C@ITCCRMAIL02.MED.HARVARD.EDU>
Message-ID: <20090924210754.GD16112@jibsheet.com>

On Thu, Sep 24, 2009 at 04:11:47PM -0400, Sul, Young L wrote:
> 
>    I have noticed that a potential owner of a ticket in our installation of RT can be root (at
>    least it appears in the dropdown). Is this something I can disable? But would "ungranting"
>    rights to the root user break RT?

On modern RTs, this should only happen if you're logged in as a user
with SuperUser rights.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090924/b6268946/attachment.sig>

From kfcrocker at lbl.gov  Thu Sep 24 17:14:55 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 24 Sep 2009 14:14:55 -0700
Subject: [rt-users] SetStatus and SetOwner scrip question
In-Reply-To: <4ABB980D.4EF5.001E.0@NorMed.ca>
References: <4ABB980D.4EF5.001E.0@NorMed.ca>
Message-ID: <4ABBE14F.9030206@lbl.gov>

Mike,

We use this for when a ticket is moved to another Queue:

# set new Ticket Owner value
my $ticket = $self->TicketObj;
$ticket->SetStatus("new");
$ticket->SetOwner(10, 'Force');
return 1;

The above code is put into the cleanup code. Hope this helps


Kenn
LBNL


On 9/24/2009 1:02 PM, Mike Johnson wrote:
> I was looking through the list's history.
>  
> The original email did not get an answer to it.
>  
> The piece that interests me about this listserv topic(dating back to 
> Aug 2007)....
>  
>  
> Sean, and myself are trying to set a ticket's owner to nobody on an 
> action...
>  
> He stated,
>  
> I've tried:
>
> $self->TicketObj->SetOwner("Nobody");
> $self->TicketObj->SetOwner(Nobody);
> $self->TicketObj->SetOwner("10");
> $self->TicketObj->SetOwner(10);
> $self->TicketObj->SetOwner(Name => "Nobody");
> $self->TicketObj->SetOwner(Name => Nobody);
> $self->TicketObj->SetOwner(Id => "10");
> $self->TicketObj->SetOwner(Id => 10);
>
> None of these has worked and nothing in rt.log indicates any 
> problems.  I have
> it set up with debug so I know I'm getting as much info as I can.
>  
> Can anyone tell me which of the above? and what else do I need to set 
> to make this happen on a specific condition(I'm using On Queue change).
>  
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: 807.766.7331
> Email: mike.johnson at normed.ca <mailto:mike.johnson at normed.ca>
> Technology assistance: email nosmhelpdesk at normed.ca 
> <mailto:nosmhelpdesk at normed.ca>
> Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat 
> holidays:
> Off campus toll free 1-800-461-8777, option 8, or locally either
> (705)-662-7120 or (807)-766-7500
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090924/d781cc32/attachment.htm>

From jesse at bestpractical.com  Thu Sep 24 17:38:48 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 24 Sep 2009 17:38:48 -0400
Subject: [rt-users] One user, multiple email addresses
In-Reply-To: <50C444F6-9D14-4F50-977F-38BDD2749722@baker.edu>
References: <50C444F6-9D14-4F50-977F-38BDD2749722@baker.edu>
Message-ID: <20090924213848.GD1635@bestpractical.com>




On Thu, Sep 24, 2009 at 02:28:28PM -0400, Johnathan Bell wrote:
> Here's the situation; in our organization, one staff member can have  
> several email aliases--these make the email address "prettier" and  
> easier to say/remember. However, this creates a problem with some of  
> our users, in that when they reply to tickets from the "wrong" email  
> address, RT hasn't a clue as to who is posting, or what to do with  
> it... Is there a way we can associate more than one email address with  
> the same user?

If you can look things up, you want to look at overriding
CanonicalizeEmailAddress in RT::User. Otherwise, you want to look at the
MergeUsers extension.

Best,
Jesse
> 
> Thanks,
> Johnathan
> 
> --
> Johnathan Bell
> Internet System Administrator, Baker College
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From jesse at bestpractical.com  Thu Sep 24 17:43:05 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 24 Sep 2009 17:43:05 -0400
Subject: [rt-users] RT <-> Trac integration
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B06971449E9@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <20090924214305.GE1635@bestpractical.com>




On Wed, Sep 23, 2009 at 11:44:25PM -0400, Lander, Scott wrote:
> All,
> 
>    I have a need to link together RT tickets and Trac tickets.    Essentially, we do our change control within Trac.   So, in RT, I have a CF "Change Control", which, if  set, I would like to have it link to the Trac ticket.

Can you explain a bit more about how you want the linkage to work? If
you're up for trying out some "new" technology, our side-project, "SD",
which you can get from http://syncwith.us is a P2P issue tracking system
which can sync to RT and can sync to trac. With a little bit of care and
a little bit of automation, you could sync all tickets (and ticket
updates) from trac into RT.  If it's important to push updates back to
trac, that's doable too.



From slander at hearstsc.com  Thu Sep 24 18:12:36 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Thu, 24 Sep 2009 18:12:36 -0400
Subject: [rt-users] RT <-> Trac integration
In-Reply-To: <20090924214305.GE1635@bestpractical.com>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0697144B6E@RCLTEXCMS02.resource.hearstcorp.com>

 Jesse,

    We are still working on exactly what we want as far as syncing, or, if that is even what we want to do.   We would much prefer to keep it all within RT, but, right now, I can't see a good way to do it.   There is too much free form information that RT doesn't seem well adapted to taking.

     As an example, when handling a change control, we have to document the servers (want a linked asset), the software, the person handling the change, the time and date of the change, the change description,  the change procedure (usually an attachment, but, could be just a few lines of text for an easy one..), the backout procedure,  testing data, and any procedures modifed (separate linked ticket), along with a few more details, and a raft of signatures....    This is currently done mostly manually, via paper forms.

    I am researching how to do this electronically, and how to use RT to control the whole process.    The signatures part is handled via the Authorize mechanism, and every one seems ok with that.   But, how to capture the rest of this is complicated.

    I have looked at forms (as in Xforms (orbeon), or Web 2.0 forms), and other ideas, and one is trac.   We use trac for other things anyways - more for the wiki then the ticketing, though!   But, a second look at trac makes it look like MAYBE we could use the ticketing side for the docuementation part of this project.   The most obvious problems are that the ticket numbers would not match, so, passing __id__ as part of a link in a CF to bring up the related TRAC ticket won't work.    Someone suggested manually typing the trac ticket into the CF, and using the __customField__ value, and, that works, sort of...   I didn't want the users to have to manually do the linking, and so far, I haven't really found a good way to link back from the trac ticket...   And all this is is a web link.  Nothing very substantial!

  So.....   Anyone have any better ideas?    Either for the whole project, or for the small piece of the project?   I am, essentially, in day one of a fairly large project - just in the research phase of what is possible.   Great time for new ideas!

Thanks
Scott




-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Thursday, September 24, 2009 5:43 PM
To: Lander, Scott
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT <-> Trac integration




On Wed, Sep 23, 2009 at 11:44:25PM -0400, Lander, Scott wrote:
> All,
>
>    I have a need to link together RT tickets and Trac tickets.    Essentially, we do our change control within Trac.   So, in RT, I have a CF "Change Control", which, if  set, I would like to have it link to the Trac ticket.

Can you explain a bit more about how you want the linkage to work? If you're up for trying out some "new" technology, our side-project, "SD", which you can get from http://syncwith.us is a P2P issue tracking system which can sync to RT and can sync to trac. With a little bit of care and a little bit of automation, you could sync all tickets (and ticket
updates) from trac into RT.  If it's important to push updates back to trac, that's doable too.

------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------



From jpierce at cambridgeenergyalliance.org  Thu Sep 24 18:23:51 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 24 Sep 2009 18:23:51 -0400
Subject: [rt-users] RT <-> Trac integration
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0697144B6E@RCLTEXCMS02.resource.hearstcorp.com>
References: <20090924214305.GE1635@bestpractical.com>
	<39A20BAEB14A6344A0646DD5C8F98D4B0697144B6E@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <be7163f0909241523n45030d48qc72538cfe4bbdb97@mail.gmail.com>

> ? ? As an example, when handling a change control, we have to document the servers >(want a linked asset), the software,
Maybe http://code.google.com/p/asset-tracker-4rt/?

> the person handling the change, the time and date of the change, the change
>description, ?the change procedure (usually an attachment, but, could be just a few
>lines of text for an easy one..),
Those tidbits all sound like part of a normal transaction in RT, not
free form info, to me.

>the backout procedure, ?testing data, and any procedures modifed (separate linked
>ticket), along with a few more details, and a raft of signatures.... ? ?This is currently
>done mostly manually, via paper forms.
This mostly just imposing a structure on how you use the tool I think?


From allen+rtlist at crystalfontz.com  Thu Sep 24 18:25:58 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Thu, 24 Sep 2009 15:25:58 -0700
Subject: [rt-users] contrib HTML email reminder based on LastUpdated and
	status
Message-ID: <885d981e0909241525v7ffd5ac7i212b0e4464774b81@mail.gmail.com>

Hello all,

I just contributed another "reminder" type script on the wiki:
http://wiki.bestpractical.com/view/rtUnifiedreminder

It is different from the other reminder scripts currently up there in
that the others all rely on either StartDate, DueDate or Priority in
order to work, and not all organizations make use of those fields.
Also, the existing ones only email the ticket owner and do so in
plaintext email.

This script notifies whoever you specify with HTML email about any
ticket where it has been "too long" since LastUpdated. "Too long" is
configurable and based on new/open/stalled status. It can be
configured to include or exclude specific queues.

The HTML email report is suitable for managers who want to know about
any ticket, and don;t care who owns it or what queue it's in. And
because it's HTML mail, they can click on the tickets and links to RT
searches right from the message.

Thanks to everyone on the list that has helped me in the past.

Allen


From jpierce at cambridgeenergyalliance.org  Thu Sep 24 18:30:07 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 24 Sep 2009 18:30:07 -0400
Subject: [rt-users] Notify "admincc" on ticket creation only?
Message-ID: <be7163f0909241530x299dbc3brb254409c03a041ae@mail.gmail.com>

Hi all,

We have some "adminccs" who aren't really clued into the process,
but need to be notified when a ticket is initially created. Any ideas
how to best handle this? I don't see anything [io]n the archives/wiki.

I know I could just add them as bcc's to the template, but this seems
kind of hacki-ish, and is not an obvious place for another admin to
go tweak things in the future. Consequently, I'm considering adapting
the squelch code from Ticket/Update.html into a scrip to add these
users to the non_recipients list... But I'm not thrilled at the idea, and
then there's the matter of what to invoke it. OnCreate would make the
most sense, but I don't want to possible pre-empt the auto-response
delivery. So I'd have to settle for OnCorrespond, even though it'd get
triggered more than necessary, etc.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jpierce at cambridgeenergyalliance.org  Thu Sep 24 18:44:50 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 24 Sep 2009 18:44:50 -0400
Subject: [rt-users] Notify "admincc" on ticket creation only?
In-Reply-To: <be7163f0909241530x299dbc3brb254409c03a041ae@mail.gmail.com>
References: <be7163f0909241530x299dbc3brb254409c03a041ae@mail.gmail.com>
Message-ID: <be7163f0909241544t232eeae5n6b446ef3d0c943e8@mail.gmail.com>

Make that one (un-answered) list archive entry:

http://www.gossamer-threads.com/lists/rt/users/12481?search_string=admincc%20once;#12481


And one thread related to a possible alternative of overriding
the global "On Correspond Notify Owner and AdminCc"
http://www.gossamer-threads.com/lists/rt/users/23562?search_string=override%20scrip;#23562

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jpierce at cambridgeenergyalliance.org  Thu Sep 24 19:06:12 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 24 Sep 2009 19:06:12 -0400
Subject: [rt-users] Notify "admincc" on ticket creation only?
In-Reply-To: <be7163f0909241544t232eeae5n6b446ef3d0c943e8@mail.gmail.com>
References: <be7163f0909241530x299dbc3brb254409c03a041ae@mail.gmail.com> 
	<be7163f0909241544t232eeae5n6b446ef3d0c943e8@mail.gmail.com>
Message-ID: <be7163f0909241606q23d7802fle7126a6f8623fed7@mail.gmail.com>

For anyone interested, here's what I have so far, and it seems to work:
OnCreate, User Defined Action...

my $org = RT->Config->Get('Organization')
foreach my $address ( grep {$_ !~ /\@\Q$org\E/}
$self->TicketObj->QueueObj->AdminCc->MemberEmailAddresses ){
$self->TicketObj->SquelchMailTo($address);
}

That will remove external AdminCcs post-auto-response.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From falcone at bestpractical.com  Thu Sep 24 19:47:28 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 24 Sep 2009 19:47:28 -0400
Subject: [rt-users] Notify "admincc" on ticket creation only?
In-Reply-To: <be7163f0909241606q23d7802fle7126a6f8623fed7@mail.gmail.com>
References: <be7163f0909241530x299dbc3brb254409c03a041ae@mail.gmail.com>
	<be7163f0909241544t232eeae5n6b446ef3d0c943e8@mail.gmail.com>
	<be7163f0909241606q23d7802fle7126a6f8623fed7@mail.gmail.com>
Message-ID: <20090924234728.GE16112@jibsheet.com>

On Thu, Sep 24, 2009 at 07:06:12PM -0400, Jerrad Pierce wrote:
> For anyone interested, here's what I have so far, and it seems to work:
> OnCreate, User Defined Action...
> 
> my $org = RT->Config->Get('Organization')
> foreach my $address ( grep {$_ !~ /\@\Q$org\E/}
> $self->TicketObj->QueueObj->AdminCc->MemberEmailAddresses ){
> $self->TicketObj->SquelchMailTo($address);
> }
> 
> That will remove external AdminCcs post-auto-response.

I'd just use rt-email-group-admin to set up an action that notifies a
group of people only on creation.  It'll complicate your rights a bit
if you're trying to give these users rights on tickets based on being
admincc of course.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090924/c8d10233/attachment.sig>

From rtlist at box11.org  Thu Sep 24 19:48:56 2009
From: rtlist at box11.org (Eric Horne)
Date: Thu, 24 Sep 2009 16:48:56 -0700
Subject: [rt-users] Attachments; a different MIME type?
Message-ID: <4ABC0568.3050609@box11.org>

Hmm, lemme try this a third time.. I would really appreciate some help.

Basically, images and PDFs that are attached to requests or added as
attachments later through the web interface are stored and retrieved
without any issues. Any other type: zip files, office documents, etc,
get stored in the Attachments table as text/plain whether
they are added via e-mail request or via the web interface.

Why is the content type not being identified or recorded correctly in
the database? Where should I look to debug this problem further? That
charset="utf-8" looks suspicious... I *think* I've done all the upgrades
properly... ran the upgrade schema script...

I'm on perl 5.10.0.x, Mysql 5.0.84, rt 3.8.2

Thanks for any help you folks can give!

-Eric


Here is a sample entry from the Header column in the Attachments table
with an office document.

MIME-Version: 1.0
Subject: Checklist_for_Booster_Application.doc
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Type: text/plain;
charset="utf-8";
name="Checklist_for_Booster_Application.doc"
Content-Disposition: inline;
filename="Checklist_for_Booster_Application.doc"
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 35778

Here is one for a PDF file that I added to that same ticket mere moments
earlier.

MIME-Version: 1.0
Subject: 2009 Home School Flyer.pdf
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Type: application/pdf; name="2009 Home School Flyer.pdf"
Content-Disposition: inline; filename="2009 Home School Flyer.pdf"
Content-Transfer-Encoding: base64
Content-Length: 988569





From mahini at apple.com  Thu Sep 24 19:56:13 2009
From: mahini at apple.com (Behzad Mahini)
Date: Thu, 24 Sep 2009 16:56:13 -0700
Subject: [rt-users] ModifySelf Privilege Prevents Login
Message-ID: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>

Using 'root' I granted "ModifySelf" to another userName, and now I can  
no longer login using "root", neither the other user could login.

The error message that I get is:

	Error "Your username or password is incorrect"

Thanks,
Behzad


From mahini at apple.com  Thu Sep 24 20:39:02 2009
From: mahini at apple.com (Behzad Mahini)
Date: Thu, 24 Sep 2009 17:39:02 -0700
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
References: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
Message-ID: <96AAF76B-F152-486C-A16E-E94D8BC28AC7@apple.com>

I also updated the password for User 'root' at the MySQL level, and  
still I can't log back in using the new password for 'root'.

-Behzad
On Sep 24, 2009, at 4:56 PM, Behzad Mahini wrote:

> Using 'root' I granted "ModifySelf" to another userName, and now I can
> no longer login using "root", neither the other user could login.
>
> The error message that I get is:
>
> 	Error "Your username or password is incorrect"
>
> Thanks,
> Behzad
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From rt-id-45 at lists.lorens.org  Fri Sep 25 01:08:24 2009
From: rt-id-45 at lists.lorens.org (Lorens Kockum)
Date: Fri, 25 Sep 2009 07:08:24 +0200
Subject: [rt-users] RT with forms and workflow?
In-Reply-To: <20090922201951.GA15027@mar-adentro.bestpractical.com>
References: <20090830215429.GA19580@dish.lorens.com>
	<20090917172627.GK5751@bestpractical.com>
	<20090920035605.GA31022@dish.lorens.com>
	<20090922201951.GA15027@mar-adentro.bestpractical.com>
Message-ID: <20090925050824.GA28189@dish.lorens.com>

On Wed, Sep 23, 2009 at 05:19:51AM +0900, Jesse Vincent wrote:
> > Sorry if haven't been keeping up
> > with the technology, but to me RT didn't support forms,
> > in the sense "custom fields mixed with text and laid out
> > on a page".  Has that changed?  Searching for "form" on
> > http://bestpractical.com/rt/features.html certainly doesn't
> > give that impression.
> 
> The features list on the corporate website is...not exactly exhaustive.
> Know any good marketing people who work cheap? ;)

Sure I do. Good, cheap, or available . . . pick any two.

Without going into marketing docs, I'd feel more confident in
spending time installing a new version of RT if I could first
find some technical documentation explaining how to set up such
forms; I have been singularly unable to find any such thing.

-- 
Lorens


From elacour at easter-eggs.com  Fri Sep 25 01:21:08 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 25 Sep 2009 07:21:08 +0200
Subject: [rt-users] How to change default HomepageSettings
In-Reply-To: <C10830FEB7384F4DBA220139E108F941DEF8D2F007@COMPRTEX01.ptcom.corppt.com>
References: <C10830FEB7384F4DBA220139E108F941DEF8CA3EF5@COMPRTEX01.ptcom.corppt.com>
	<4ABA3009.5030307@gmail.com>
	<C10830FEB7384F4DBA220139E108F941DEF8CA407E@COMPRTEX01.ptcom.corppt.com>
	<4ABB644D.6070004@vialtus.com>
	<C10830FEB7384F4DBA220139E108F941DEF8D2F007@COMPRTEX01.ptcom.corppt.com>
Message-ID: <20090925052107.GB7045@easter-eggs.com>

On Thu, Sep 24, 2009 at 06:53:21PM +0100, Rui Vitor Figueiras Meireles wrote:
> 
> I want to include 'My Admin Queues' in default HomepageSettings, so that when I create a user this option is already active.
> 
> Addind the marked line in /etc/rt3/initialdata does not help, since this file is no longer read (I guess).
> 
>     { Name => 'HomepageSettings',
>       Description => 'HomepageSettings',
>       Content =>
>       { 'body' => # loc
>         [ { type => 'system', name => 'My Tickets' },
> ---->     { type => 'component', name => 'My Admin Queues' }, <----
>           { type => 'system', name => 'Unowned Tickets' },
>           { type => 'component',  name => 'QuickCreate'},
>         ],
> 
> How can I set HomepageSettings?
> 

As a SuperUser, just go to web interface, Configuration->Global->RT at a
Glance, any change here will be the default for new users.



From elacour at easter-eggs.com  Fri Sep 25 01:36:13 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 25 Sep 2009 07:36:13 +0200
Subject: [rt-users] Attachments; a different MIME type?
In-Reply-To: <4ABC0568.3050609@box11.org>
References: <4ABC0568.3050609@box11.org>
Message-ID: <20090925053612.GC7045@easter-eggs.com>

On Thu, Sep 24, 2009 at 04:48:56PM -0700, Eric Horne wrote:
> Hmm, lemme try this a third time.. I would really appreciate some help.
> 

Can you tell us which is your browser name/version and also send a
sample file that trigger this problem?



From rui-f-meireles at telecom.pt  Fri Sep 25 05:36:54 2009
From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles)
Date: Fri, 25 Sep 2009 10:36:54 +0100
Subject: [rt-users] Notify "admincc" on ticket creation only?
In-Reply-To: <mailman.1146.1253833603.2234.rt-users@lists.bestpractical.com>
References: <mailman.1146.1253833603.2234.rt-users@lists.bestpractical.com>
Message-ID: <C10830FEB7384F4DBA220139E108F941DEF8D2F050@COMPRTEX01.ptcom.corppt.com>


I did something similar to that.

I have many queues, and I created 2 groups. One group administers some queues, and the other the rest.
When a ticket is created on a certain queue I needed to send a notification to all the members of the corresponding group. (The problem with using AdminCCs is that they will get all the correspondence afterwards - I just wanted to notify on creation).

So here's what I did:

1 - I installed SendEmailAction
http://wiki.bestpractical.com/view/SendEmailAction

2 - I created a new Global Template for each of the groups:
Example for roup "staff-DPL":
Name: Mail to staff-DPL
Desc:
Content: Code for version 3.8
------------------------------
To: { my $GroupObj = RT::Group->new($user); 
$GroupObj->LoadUserDefinedGroup('staff-DPL');
$GroupObj->MemberEmailAddressesAsString()}
Subject: {$Ticket->Subject}

A new topic has been created in queue "{$Ticket->QueueObj->Name}".

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

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

{$Transaction->Content()}




Content: Code for version 3.6
------------------------------
To: { my $derivedGroupName = "staff-DPL";
my $GroupObj = RT::Group->new($RT::SystemUser);
$GroupObj->LoadUserDefinedGroup($derivedGroupName);
return undef unless $GroupObj;
$GroupObj->MemberEmailAddressesAsString()}
Subject: {$Ticket->Subject}


A new topic has been created in queue "{$Ticket->QueueObj->Name}".

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

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

{$Transaction->Content()}



3 - The I created a specific scrip in each queue administered by "staff-DPL":
Description: Mail to "staff-DPL"
Condition: On Create
Action: Send Email
Template: Mail to "staff-DPL"
Stage: Transaction Create


Is works fine to me.
This action (send email/send email to group) should be added to new releases.

Rui Meireles






Message: 7
Date: Thu, 24 Sep 2009 18:30:07 -0400
From: Jerrad Pierce <jpierce at cambridgeenergyalliance.org>
Subject: [rt-users] Notify "admincc" on ticket creation only?
To: rt Users <RT-Users at lists.bestpractical.com>
Message-ID:
	<be7163f0909241530x299dbc3brb254409c03a041ae at mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1

Hi all,

We have some "adminccs" who aren't really clued into the process,
but need to be notified when a ticket is initially created. Any ideas
how to best handle this? I don't see anything [io]n the archives/wiki.

I know I could just add them as bcc's to the template, but this seems
kind of hacki-ish, and is not an obvious place for another admin to
go tweak things in the future. Consequently, I'm considering adapting
the squelch code from Ticket/Update.html into a scrip to add these
users to the non_recipients list... But I'm not thrilled at the idea, and
then there's the matter of what to invoke it. OnCreate would make the
most sense, but I don't want to possible pre-empt the auto-response
delivery. So I'd have to settle for OnCorrespond, even though it'd get
triggered more than necessary, etc.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


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

Message: 8
Date: Thu, 24 Sep 2009 18:44:50 -0400
From: Jerrad Pierce <jpierce at cambridgeenergyalliance.org>
Subject: Re: [rt-users] Notify "admincc" on ticket creation only?
To: rt Users <RT-Users at lists.bestpractical.com>
Message-ID:
	<be7163f0909241544t232eeae5n6b446ef3d0c943e8 at mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1

Make that one (un-answered) list archive entry:

http://www.gossamer-threads.com/lists/rt/users/12481?search_string=admincc%20once;#12481


And one thread related to a possible alternative of overriding
the global "On Correspond Notify Owner and AdminCc"
http://www.gossamer-threads.com/lists/rt/users/23562?search_string=override%20scrip;#23562

-- 
Cambridge Energy Alliance: Save money. Save the planet.


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

Message: 9
Date: Thu, 24 Sep 2009 19:06:12 -0400
From: Jerrad Pierce <jpierce at cambridgeenergyalliance.org>
Subject: Re: [rt-users] Notify "admincc" on ticket creation only?
To: rt Users <RT-Users at lists.bestpractical.com>
Message-ID:
	<be7163f0909241606q23d7802fle7126a6f8623fed7 at mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1

For anyone interested, here's what I have so far, and it seems to work:
OnCreate, User Defined Action...

my $org = RT->Config->Get('Organization')
foreach my $address ( grep {$_ !~ /\@\Q$org\E/}
$self->TicketObj->QueueObj->AdminCc->MemberEmailAddresses ){
$self->TicketObj->SquelchMailTo($address);
}

That will remove external AdminCcs post-auto-response.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


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

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


End of RT-Users Digest, Vol 66, Issue 86
****************************************




From slake at bcssi.com  Fri Sep 25 09:46:41 2009
From: slake at bcssi.com (Seth Lake)
Date: Fri, 25 Sep 2009 09:46:41 -0400
Subject: [rt-users] Unique CustomField
Message-ID: <5E9FF12B52ED204A93333E4D767299750427F25D@seadog.bcssi.com>

Would love a way to tag a custom field as requiring a unique, non
duplicate value (such as a serial number or UPC code).

While I'm begging I would also love a way to for capitalization in a
field also (such as a serial number or software license key).

Don't see any such mods on the wiki, anyone know if any of this has been
done before?

Thanks.


From Mike.Johnson at NorMed.ca  Fri Sep 25 09:55:23 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Fri, 25 Sep 2009 09:55:23 -0400
Subject: [rt-users] SetStatus and SetOwner scrip question
In-Reply-To: <20090924210653.GC16112@jibsheet.com>
References: <4ABB980D.4EF5.001E.0@NorMed.ca>
	<20090924210653.GC16112@jibsheet.com>
Message-ID: <4ABC9395.4EF5.001E.0@NorMed.ca>

Hi Kevin,
 
Thx for that tidbit of info,
 
In that file I found the correct syntax, out of Sean's set, the 2 below will work,
 
$self->TicketObj->SetOwner("Nobody");
$self->TicketObj->SetOwner("10");
 
But, this is baffling me...
 
This is my scrip
 
Condition: On Queue Change
Action: User Defined
Custom action Preparation Code:
# set new Ticket Owner value
my $ticket = $self->TicketObj;
$ticket->SetStatus("new");
$ticket->SetOwner("Nobody");
 
Based on the above investigation, I know the syntax is correct for the SetOwner.  However, the only thing that happens on queue change is the ticket's status is set to new.  That shows up in the ticket history.  The SetOwner doesn't show up at all, nothing happens.
 
This is the exact same spot Sean got stuck.... and the thread ended.....
 
 
Ken Crocker(thx Ken) provided the above code + 1 line (return 1;) and said his is in the cleanup code spot.  If I put that code in there, absolutely nothing gets changed in the ticket...
 
Any thoughts anyone?
 
 
 
 
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Kevin Falcone <falcone at bestpractical.com> 24/09/2009 5:06 pm >>>
On Thu, Sep 24, 2009 at 04:02:10PM -0400, Mike Johnson wrote:
>    I was looking through the list's history.
> 
>    The original email did not get an answer to it.
> 
>    The piece that interests me about this listserv topic(dating back to Aug 2007)....
> 
> 
>    Sean, and myself are trying to set a ticket's owner to nobody on an action...
> 
>    He stated,
> 
>    I've tried:
> 
>    $self->TicketObj->SetOwner("Nobody");
>    $self->TicketObj->SetOwner(Nobody);
>    $self->TicketObj->SetOwner("10");
>    $self->TicketObj->SetOwner(10);
>    $self->TicketObj->SetOwner(Name => "Nobody");
>    $self->TicketObj->SetOwner(Name => Nobody);
>    $self->TicketObj->SetOwner(Id => "10");
>    $self->TicketObj->SetOwner(Id => 10);
> 
>    None of these has worked and nothing in rt.log indicates any problems.  I have
>    it set up with debug so I know I'm getting as much info as I can.

If you want as much information as possible, you should check the
return values of SetOwner.  The arguments for the SetOwner method are
documented in Ticket_Overlay.pm.

-kevin

>    Can anyone tell me which of the above? and what else do I need to set to make this happen on a
>    specific condition(I'm using On Queue change).
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/70ac7966/attachment.htm>

From elacour at easter-eggs.com  Fri Sep 25 10:54:22 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 25 Sep 2009 16:54:22 +0200
Subject: [rt-users] Unique CustomField
In-Reply-To: <5E9FF12B52ED204A93333E4D767299750427F25D@seadog.bcssi.com>
References: <5E9FF12B52ED204A93333E4D767299750427F25D@seadog.bcssi.com>
Message-ID: <20090925145421.GB3535@easter-eggs.com>

On Fri, Sep 25, 2009 at 09:46:41AM -0400, Seth Lake wrote:
> Would love a way to tag a custom field as requiring a unique, non
> duplicate value (such as a serial number or UPC code).
> 
> While I'm begging I would also love a way to for capitalization in a
> field also (such as a serial number or software license key).
> 
> Don't see any such mods on the wiki, anyone know if any of this has been
> done before?
> 

In RT > 3.6 (you would better run 3.8), you can define a rules for
customfield using a regexp.

So in your case, you can create an "Enter one value" CF with a
validation regexp maching your code rules.



From jpierce at cambridgeenergyalliance.org  Fri Sep 25 10:56:18 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 25 Sep 2009 10:56:18 -0400
Subject: [rt-users] Unique CustomField
In-Reply-To: <5E9FF12B52ED204A93333E4D767299750427F25D@seadog.bcssi.com>
References: <5E9FF12B52ED204A93333E4D767299750427F25D@seadog.bcssi.com>
Message-ID: <be7163f0909250756t4dd2c9cbr9f0de294ae482fe8@mail.gmail.com>

On Fri, Sep 25, 2009 at 09:46, Seth Lake <slake at bcssi.com> wrote:
> While I'm begging I would also love a way to for capitalization in a
> field also (such as a serial number or software license key).
Seems like you could do that with your validation regexp.

> Would love a way to tag a custom field as requiring a unique, non
> duplicate value (such as a serial number or UPC code).
This is a little more complicated, but you might try making use of
experimental RE features allowing you to execute code within your
test expression
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From elacour at easter-eggs.com  Fri Sep 25 10:58:33 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 25 Sep 2009 16:58:33 +0200
Subject: [rt-users] Unique CustomField
In-Reply-To: <20090925145421.GB3535@easter-eggs.com>
References: <5E9FF12B52ED204A93333E4D767299750427F25D@seadog.bcssi.com>
	<20090925145421.GB3535@easter-eggs.com>
Message-ID: <20090925145832.GC3535@easter-eggs.com>

On Fri, Sep 25, 2009 at 04:54:22PM +0200, Emmanuel Lacour wrote:
> On Fri, Sep 25, 2009 at 09:46:41AM -0400, Seth Lake wrote:
> > Would love a way to tag a custom field as requiring a unique, non
> > duplicate value (such as a serial number or UPC code).
> > 
> > While I'm begging I would also love a way to for capitalization in a
> > field also (such as a serial number or software license key).
> > 
> > Don't see any such mods on the wiki, anyone know if any of this has been
> > done before?
> > 
> 
> In RT > 3.6 (you would better run 3.8), you can define a rules for
> customfield using a regexp.
> 
> So in your case, you can create an "Enter one value" CF with a
> validation regexp maching your code rules.
> 


well I re-read your email, and I'm not sure I answered your question ;)

If you wan't that if a user enter a low-case text, save it as uppercase,
you have to modify RT code.

For the unique value, you wan't that if a value was entered for a
ticket, it cannot be used in another ticket? If so, you would have also
to add this check in RT source code ;)



From rui-f-meireles at telecom.pt  Fri Sep 25 11:14:48 2009
From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles)
Date: Fri, 25 Sep 2009 16:14:48 +0100
Subject: [rt-users] How to change default HomepageSettings
In-Reply-To: <mailman.1154.1253886980.2234.rt-users@lists.bestpractical.com>
References: <mailman.1154.1253886980.2234.rt-users@lists.bestpractical.com>
Message-ID: <C10830FEB7384F4DBA220139E108F941DEF8D2F115@COMPRTEX01.ptcom.corppt.com>


It was that simple...

I though Configuration->Global->RT was the same as the Edit link at home page (which is root's preferences only).

Thank you. Resolved.



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

Message: 6
Date: Fri, 25 Sep 2009 07:21:08 +0200
From: Emmanuel Lacour <elacour at easter-eggs.com>
Subject: Re: [rt-users] How to change default HomepageSettings
To: rt-users at lists.bestpractical.com
Message-ID: <20090925052107.GB7045 at easter-eggs.com>
Content-Type: text/plain; charset=us-ascii

On Thu, Sep 24, 2009 at 06:53:21PM +0100, Rui Vitor Figueiras Meireles wrote:
> 
> I want to include 'My Admin Queues' in default HomepageSettings, so that when I create a user this option is already active.
> 
> Addind the marked line in /etc/rt3/initialdata does not help, since this file is no longer read (I guess).
> 
>     { Name => 'HomepageSettings',
>       Description => 'HomepageSettings',
>       Content =>
>       { 'body' => # loc
>         [ { type => 'system', name => 'My Tickets' },
> ---->     { type => 'component', name => 'My Admin Queues' }, <----
>           { type => 'system', name => 'Unowned Tickets' },
>           { type => 'component',  name => 'QuickCreate'},
>         ],
> 
> How can I set HomepageSettings?
> 

As a SuperUser, just go to web interface, Configuration->Global->RT at a
Glance, any change here will be the default for new users.





From falcone at bestpractical.com  Fri Sep 25 11:26:04 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 25 Sep 2009 11:26:04 -0400
Subject: [rt-users] SetStatus and SetOwner scrip question
In-Reply-To: <4ABC9395.4EF5.001E.0@NorMed.ca>
References: <4ABB980D.4EF5.001E.0@NorMed.ca>
	<20090924210653.GC16112@jibsheet.com>
	<4ABC9395.4EF5.001E.0@NorMed.ca>
Message-ID: <20090925152603.GF16112@jibsheet.com>

On Fri, Sep 25, 2009 at 09:55:23AM -0400, Mike Johnson wrote:
>    Hi Kevin,
> 
>    Thx for that tidbit of info,
> 
>    In that file I found the correct syntax, out of Sean's set, the 2 below will work,
> 
>    $self->TicketObj->SetOwner("Nobody");
>    $self->TicketObj->SetOwner("10");

You're not checking return values.

my ($status, $msg) = ....
log the status and message and find out why it isn't being set

-kevin

>    But, this is baffling me...
> 
>    This is my scrip
> 
>    Condition: On Queue Change
>    Action: User Defined
>    Custom action Preparation Code:
>    # set new Ticket Owner value
>    my $ticket = $self->TicketObj;
>    $ticket->SetStatus("new");
>    $ticket->SetOwner("Nobody");
> 
>    Based on the above investigation, I know the syntax is correct for the SetOwner.  However, the
>    only thing that happens on queue change is the ticket's status is set to new.  That shows up
>    in the ticket history.  The SetOwner doesn't show up at all, nothing happens.
> 
>    This is the exact same spot Sean got stuck.... and the thread ended.....
> 
> 
>    Ken Crocker(thx Ken) provided the above code + 1 line (return 1;) and said his is in the
>    cleanup code spot.  If I put that code in there, absolutely nothing gets changed in the
>    ticket...
> 
>    Any thoughts anyone?
> 
> 
> 
> 
> 
>    Mike Johnson
>    Datatel Programmer/Analyst
>    Northern Ontario School of Medicine
>    955 Oliver Road
>    Thunder Bay, ON   P7B 5E1
>    Phone: 807.766.7331
>    Email: [1]mike.johnson at normed.ca
>    Technology assistance: email [2]nosmhelpdesk at normed.ca
>    Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
>    Off campus toll free 1-800-461-8777, option 8, or locally either
>    (705)-662-7120 or (807)-766-7500
> 
>    >>> Kevin Falcone <falcone at bestpractical.com> 24/09/2009 5:06 pm >>>
>    On Thu, Sep 24, 2009 at 04:02:10PM -0400, Mike Johnson wrote:
>    >    I was looking through the list's history.
>    >
>    >    The original email did not get an answer to it.
>    >
>    >    The piece that interests me about this listserv topic(dating back to Aug 2007)....
>    >
>    >
>    >    Sean, and myself are trying to set a ticket's owner to nobody on an action...
>    >
>    >    He stated,
>    >
>    >    I've tried:
>    >
>    >    $self->TicketObj->SetOwner("Nobody");
>    >    $self->TicketObj->SetOwner(Nobody);
>    >    $self->TicketObj->SetOwner("10");
>    >    $self->TicketObj->SetOwner(10);
>    >    $self->TicketObj->SetOwner(Name => "Nobody");
>    >    $self->TicketObj->SetOwner(Name => Nobody);
>    >    $self->TicketObj->SetOwner(Id => "10");
>    >    $self->TicketObj->SetOwner(Id => 10);
>    >
>    >    None of these has worked and nothing in rt.log indicates any problems.  I have
>    >    it set up with debug so I know I'm getting as much info as I can.
> 
>    If you want as much information as possible, you should check the
>    return values of SetOwner.  The arguments for the SetOwner method are
>    documented in Ticket_Overlay.pm.
> 
>    -kevin
> 
>    >    Can anyone tell me which of the above? and what else do I need to set to make this happen
>    on a
>    >    specific condition(I'm using On Queue change).
> 
> References
> 
>    Visible links
>    1. mailto:mike.johnson at normed.ca
>    2. mailto:nosmhelpdesk at normed.ca

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

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/9d0f4038/attachment.sig>

From slander at hearstsc.com  Fri Sep 25 11:43:01 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Fri, 25 Sep 2009 11:43:01 -0400
Subject: [rt-users] Time in logs not matching system time
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06979D61BA@RCLTEXCMS02.resource.hearstcorp.com>

All,

    I am seeing a time in the rt log file that is 4 hours in advance of the system time  (system time is EDT).


IE

root at MyHelpDesk:/opt/rt3/var/log# date
Fri Sep 25 11:38:41 EDT 2009
root at MyHelpDesk:/opt/rt3/var/log# tail -f rt.log

[Fri Sep 25 15:39:58 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( HSCIDM_LDAP ): slander (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Fri Sep 25 15:39:58 2009] [warning]: disable (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1142)

So, the system time is 11:38, while the log time is 15:38 (ok, 15:39...)


My Rt_SiteConfig.pm has    Set($Timezone , 'US/Eastern');

Any one have any idea how to sync these up?

Thanks


------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/1fbcc9b1/attachment.htm>

From mahini at apple.com  Fri Sep 25 12:03:56 2009
From: mahini at apple.com (Behzad Mahini)
Date: Fri, 25 Sep 2009 09:03:56 -0700
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
References: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
Message-ID: <1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>

Hoping this additional piece of Information from Apache 'error_log"  
file would provide more clue for debugging:


====
[error]: FAILED LOGIN for root from xx.xxx.xx.xxx (/some_dir_xxx/share/ 
html/autohandler:268)
====

lines of the code within "autohandler" that the above error message is  
pointing to are:

====
unless( $session{'CurrentUser'} ) {
     # If the user is logging in, let's authenticate
     if( defined $user && defined $pass ) {
         my $user_obj = RT::CurrentUser->new;
         $user_obj->Load( $user );

         unless ( $user_obj->id && $user_obj->IsPassword( $pass ) ) {
             $RT::Logger->error("FAILED LOGIN for $user from  
$ENV{'REMOTE_ADDR'}");	<<..........line 268, WHERE the complaint is  
being made...>>
             $m->comp( '/Elements/Login', %ARGS,
                       Error => loc('Your username or password is  
incorrect'),
                     );
             $m->callback( %ARGS, CallbackName => 'FailedLogin' );
             $m->abort;
         }
         $session{'CurrentUser'} = $user_obj;
         $RT::Logger->info(
             "Successful login for $user from $ENV{'REMOTE_ADDR'}");
         $m->callback( %ARGS, CallbackName => 'SuccessfulLogin' );
     }
     # if no credentials then show him login page
     else {
         $m->comp( '/Elements/Login', %ARGS );
         $m->abort;
     }
}

====

-Behzad
On Sep 24, 2009, at 4:56 PM, Behzad Mahini wrote:

> Using 'root' I granted "ModifySelf" to another userName, and now I can
> no longer login using "root", neither the other user could login.
>
> The error message that I get is:
>
> 	Error "Your username or password is incorrect"
>
> Thanks,
> Behzad
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 25 12:19:04 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 25 Sep 2009 09:19:04 -0700
Subject: [rt-users] SetStatus and SetOwner scrip question
In-Reply-To: <4ABC9395.4EF5.001E.0@NorMed.ca>
References: <4ABB980D.4EF5.001E.0@NorMed.ca>
	<20090924210653.GC16112@jibsheet.com>
	<4ABC9395.4EF5.001E.0@NorMed.ca>
Message-ID: <4ABCED78.3020102@lbl.gov>

Mike,

You didn't get my code correct. You forgot the "Force". (NO, I'm NOT 
saying "may the force be with you", gaagh!).
Also, when creating a scrip, you must keep in mind that when you define 
the condition as :User-Defined", you SHOULD end with a return code in 
both the "Prep" & "Cleanup" areas. Since my code is in the "Cleanup" 
area, I have a "return 1;" in the "Prep" area. That way RT knows to 
continue on to the cleanup area. So, to re-cap, your code should look 
something like this:

Condition: On whatever
Action: User-Defined

Custom Prep Code:
Return 1;

Custom Cleanup Code:

# set new Ticket Owner value
my $ticket = $self->TicketObj;
$ticket->SetStatus('new');
$ticket->SetOwner(10, 'Force');
return 1;

That should do it. Hope this helps.

Kenn
LBNL

On 9/25/2009 6:55 AM, Mike Johnson wrote:
> Hi Kevin,
>  
> Thx for that tidbit of info,
>  
> In that file I found the correct syntax, out of Sean's set, the 2 
> below will work,
>  
> $self->TicketObj->SetOwner("Nobody");
> $self->TicketObj->SetOwner("10");
>  
> But, this is baffling me...
>  
> This is my scrip
>  
> Condition: On Queue Change
> Action: User Defined
> Custom action Preparation Code:
> # set new Ticket Owner value
> my $ticket = $self->TicketObj;
> $ticket->SetStatus("new");
> $ticket->SetOwner("Nobody");
>  
> Based on the above investigation, I know the syntax is correct for the 
> SetOwner.  However, the only thing that happens on queue change is the 
> ticket's status is set to new.  That shows up in the ticket history.  
> The SetOwner doesn't show up at all, nothing happens.
>  
> This is the exact same spot Sean got stuck.... and the thread ended.....
>  
>  
> Ken Crocker(thx Ken) provided the above code + 1 line (return 1;) and 
> said his is in the cleanup code spot.  If I put that code in there, 
> absolutely nothing gets changed in the ticket...
>  
> Any thoughts anyone?
>  
>  
>  
>  
>  
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: 807.766.7331
> Email: mike.johnson at normed.ca <mailto:mike.johnson at normed.ca>
> Technology assistance: email nosmhelpdesk at normed.ca 
> <mailto:nosmhelpdesk at normed.ca>
> Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat 
> holidays:
> Off campus toll free 1-800-461-8777, option 8, or locally either
> (705)-662-7120 or (807)-766-7500
>
>
> >>> Kevin Falcone <falcone at bestpractical.com> 24/09/2009 5:06 pm >>>
> On Thu, Sep 24, 2009 at 04:02:10PM -0400, Mike Johnson wrote:
> >    I was looking through the list's history.
> >
> >    The original email did not get an answer to it.
> >
> >    The piece that interests me about this listserv topic(dating back 
> to Aug 2007)....
> >
> >
> >    Sean, and myself are trying to set a ticket's owner to nobody on 
> an action...
> >
> >    He stated,
> >
> >    I've tried:
> >
> >    $self->TicketObj->SetOwner("Nobody");
> >    $self->TicketObj->SetOwner(Nobody);
> >    $self->TicketObj->SetOwner("10");
> >    $self->TicketObj->SetOwner(10);
> >    $self->TicketObj->SetOwner(Name => "Nobody");
> >    $self->TicketObj->SetOwner(Name => Nobody);
> >    $self->TicketObj->SetOwner(Id => "10");
> >    $self->TicketObj->SetOwner(Id => 10);
> >
> >    None of these has worked and nothing in rt.log indicates any 
> problems.  I have
> >    it set up with debug so I know I'm getting as much info as I can.
>
> If you want as much information as possible, you should check the
> return values of SetOwner.  The arguments for the SetOwner method are
> documented in Ticket_Overlay.pm.
>
> -kevin
>
> >    Can anyone tell me which of the above? and what else do I need to 
> set to make this happen on a
> >    specific condition(I'm using On Queue change).
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/379712bf/attachment.htm>

From smcclure at rice.edu  Fri Sep 25 12:29:13 2009
From: smcclure at rice.edu (Susan McClure)
Date: Fri, 25 Sep 2009 11:29:13 -0500
Subject: [rt-users] Time in logs not matching system time
Message-ID: <4ABCEFD9.3050703@rice.edu>

I have basically the same problem with the log 5 hours ahead. (I am CDT)
I have a RHE Linux 5 system.
I have tried both of these in the RT_SiteConfig.pm without any change:

Set($Timezone, 'US/Central');
and
Set($Timezone , 'America/Chicago');

Interestingly, when httpd first starts up the log has the correct time,
but as soon as it uses RT, the
timestamp changes ahead 5 hours.
The name change occurs right after the last Apache 2.2.3 info notice
about when the server was
built.

Susie

-------
All,

    I am seeing a time in the rt log file that is 4 hours in advance of the system time  (system time is EDT).


IE

root at MyHelpDesk:/opt/rt3/var/log# date
Fri Sep 25 11:38:41 EDT 2009
root at MyHelpDesk:/opt/rt3/var/log# tail -f rt.log

[Fri Sep 25 15:39:58 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( HSCIDM_LDAP ): slander (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Fri Sep 25 15:39:58 2009] [warning]: disable (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1142)

So, the system time is 11:38, while the log time is 15:38 (ok, 15:39...)


My Rt_SiteConfig.pm has    Set($Timezone , 'US/Eastern');

Any one have any idea how to sync these up?

Thanks



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


End of RT-Users Digest, Vol 66, Issue 88
****************************************

!DSPAM:8,4abce92498521108712277!



-------------- next part --------------
A non-text attachment was scrubbed...
Name: smcclure.vcf
Type: text/x-vcard
Size: 276 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/bffd864a/attachment.vcf>

From jesse at bestpractical.com  Fri Sep 25 12:46:32 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Sep 2009 12:46:32 -0400
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>
References: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
	<1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>
Message-ID: <20090925164632.GH1635@bestpractical.com>




On Fri, Sep 25, 2009 at 09:03:56AM -0700, Behzad Mahini wrote:
> Hoping this additional piece of Information from Apache 'error_log"  
> file would provide more clue for debugging:

Out of curiousity, is there anything interesting in your syslog or
database error log?
> 
> 
> ====
> [error]: FAILED LOGIN for root from xx.xxx.xx.xxx (/some_dir_xxx/share/ 
> html/autohandler:268)
> ====
> 
> lines of the code within "autohandler" that the above error message is  
> pointing to are:
> 
> ====
> unless( $session{'CurrentUser'} ) {
>      # If the user is logging in, let's authenticate
>      if( defined $user && defined $pass ) {
>          my $user_obj = RT::CurrentUser->new;
>          $user_obj->Load( $user );
> 
>          unless ( $user_obj->id && $user_obj->IsPassword( $pass ) ) {
>              $RT::Logger->error("FAILED LOGIN for $user from  
> $ENV{'REMOTE_ADDR'}");	<<..........line 268, WHERE the complaint is  
> being made...>>
>              $m->comp( '/Elements/Login', %ARGS,
>                        Error => loc('Your username or password is  
> incorrect'),
>                      );
>              $m->callback( %ARGS, CallbackName => 'FailedLogin' );
>              $m->abort;
>          }
>          $session{'CurrentUser'} = $user_obj;
>          $RT::Logger->info(
>              "Successful login for $user from $ENV{'REMOTE_ADDR'}");
>          $m->callback( %ARGS, CallbackName => 'SuccessfulLogin' );
>      }
>      # if no credentials then show him login page
>      else {
>          $m->comp( '/Elements/Login', %ARGS );
>          $m->abort;
>      }
> }
> 
> ====
> 
> -Behzad
> On Sep 24, 2009, at 4:56 PM, Behzad Mahini wrote:
> 
> > Using 'root' I granted "ModifySelf" to another userName, and now I can
> > no longer login using "root", neither the other user could login.
> >
> > The error message that I get is:
> >
> > 	Error "Your username or password is incorrect"
> >
> > Thanks,
> > Behzad
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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 mahini at apple.com  Fri Sep 25 13:25:13 2009
From: mahini at apple.com (Behzad Mahini)
Date: Fri, 25 Sep 2009 10:25:13 -0700
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <20090925164632.GH1635@bestpractical.com>
References: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
	<1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>
	<20090925164632.GH1635@bestpractical.com>
Message-ID: <F07142D0-5871-43E3-BEE9-25363C147F1A@apple.com>


1) Systemlog & MySQL log points:
==========================
system.log file:

RT[350]: FAILED LOGIN for root from xx.xx.xx.xx (/some_dir_xx//share/ 
html/autohandler:268)
..<<which is saying the same thing that my Apache error_log indicated>>


Mysql log files:
The only log files that I have for MySQL are binary log files and they  
are:

mysql-bin.xxx0
mysql-bin.xxx1
...

and
ib_logfile0
ib_logfile1

..and timestamp associated to these ar as of Aug 30, 2009 (which way  
before I started having my password problem of yesterday!)

2) I rebooted my box, in the hopes of it clearing up some item that I  
am not aware of -- that did not do any good
===============================================================

3) Using the "RecoverRootPassword" Wiki page, I tried to change my  
password at the command/Perl level:
= 
= 
= 
= 
= 
= 
= 
= 
= 
= 
========================================================================

perl -I/opt/rt3/local/lib -I/opt/rt3/lib \
     -MRT -MRT::User \
     -e'RT::LoadConfig();RT::Init(); my $u = RT::User- 
 >new($RT::SystemUser); $u->Load("root"); $u->SetPassword("secret")'
that did not help either, and I got the following complaint:

Change of config option 'MaxInlineBody' at /ngs/app/rt/oppresso/ 
rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 13 has been  
ignored. It's may be ok, but we want you to be aware. This option  
earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/ 
RT_SiteConfig.pm line 152. at /usr/local/src/oppresso/rt-3.8.4/lib/RT/ 
Config.pm line 738.

Change of config option 'Active_MakeClicky' at /ngs/app/rt/oppresso/ 
rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 263 has been  
ignored. It's may be ok, but we want you to be aware. This option  
earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/ 
RT_SiteConfig.pm line 186. at /usr/local/src/oppresso/rt-3.8.4/lib/RT/ 
Config.pm line 738.

[Fri Sep 25 16:59:45 2009] [crit]: Can't locate RT/FM.pm in @INC (@INC  
contains: /usr/local/src/oppresso/rt-3.8.4/lib /ngs/app/rt/oppresso/ 
rt-3.8.4/lib /Library/Perl/Updates/5.8.8/darwin-thread-multi-2level / 
Library/Perl/Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread- 
multi-2level /System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin- 
thread-multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/Library/ 
Perl/5.8.8/darwin-thread-multi-2level /Network/Library/Perl/5.8.8 / 
Network/Library/Perl /System/Library/Perl/Extras/5.8.8/darwin-thread- 
multi-2level /System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 / 
Library/Perl/5.8.1 .) at /usr/local/src/oppresso/rt-3.8.4/lib/RT.pm  
line 627. (/usr/local/src/oppresso/rt-3.8.4/lib/RT.pm:377)

Can't locate RT/FM.pm in @INC (@INC contains: /usr/local/src/oppresso/ 
rt-3.8.4/lib /ngs/app/rt/oppresso/rt-3.8.4/lib /Library/Perl/Updates/ 
5.8.8/darwin-thread-multi-2level /Library/Perl/Updates/5.8.8 /System/ 
Library/Perl/5.8.8/darwin-thread-multi-2level /System/Library/Perl/ 
5.8.8 /Library/Perl/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
5.8.8 /Library/Perl /Network/Library/Perl/5.8.8/darwin-thread- 
multi-2level /Network/Library/Perl/5.8.8 /Network/Library/Perl /System/ 
Library/Perl/Extras/5.8.8/darwin-thread-multi-2level /System/Library/ 
Perl/Extras/5.8.8 /Library/Perl/5.8.6 /Library/Perl/5.8.1 .) at /usr/ 
local/src/oppresso/rt-3.8.4/lib/RT.pm line 627.


-Behzad
On Sep 25, 2009, at 9:46 AM, Jesse Vincent wrote:

>
>
>
> On Fri, Sep 25, 2009 at 09:03:56AM -0700, Behzad Mahini wrote:
>> Hoping this additional piece of Information from Apache 'error_log"
>> file would provide more clue for debugging:
>
> Out of curiousity, is there anything interesting in your syslog or
> database error log?
>>
>>
>> ====
>> [error]: FAILED LOGIN for root from xx.xxx.xx.xxx (/some_dir_xxx/ 
>> share/
>> html/autohandler:268)
>> ====
>>
>> lines of the code within "autohandler" that the above error message  
>> is
>> pointing to are:
>>
>> ====
>> unless( $session{'CurrentUser'} ) {
>>     # If the user is logging in, let's authenticate
>>     if( defined $user && defined $pass ) {
>>         my $user_obj = RT::CurrentUser->new;
>>         $user_obj->Load( $user );
>>
>>         unless ( $user_obj->id && $user_obj->IsPassword( $pass ) ) {
>>             $RT::Logger->error("FAILED LOGIN for $user from
>> $ENV{'REMOTE_ADDR'}");	<<..........line 268, WHERE the complaint is
>> being made...>>
>>             $m->comp( '/Elements/Login', %ARGS,
>>                       Error => loc('Your username or password is
>> incorrect'),
>>                     );
>>             $m->callback( %ARGS, CallbackName => 'FailedLogin' );
>>             $m->abort;
>>         }
>>         $session{'CurrentUser'} = $user_obj;
>>         $RT::Logger->info(
>>             "Successful login for $user from $ENV{'REMOTE_ADDR'}");
>>         $m->callback( %ARGS, CallbackName => 'SuccessfulLogin' );
>>     }
>>     # if no credentials then show him login page
>>     else {
>>         $m->comp( '/Elements/Login', %ARGS );
>>         $m->abort;
>>     }
>> }
>>
>> ====
>>
>> -Behzad
>> On Sep 24, 2009, at 4:56 PM, Behzad Mahini wrote:
>>
>>> Using 'root' I granted "ModifySelf" to another userName, and now I  
>>> can
>>> no longer login using "root", neither the other user could login.
>>>
>>> The error message that I get is:
>>>
>>> 	Error "Your username or password is incorrect"
>>>
>>> Thanks,
>>> Behzad
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> -- 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/c1972895/attachment.htm>

From raubvogel at gmail.com  Fri Sep 25 13:25:47 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Fri, 25 Sep 2009 13:25:47 -0400
Subject: [rt-users] More on searching custom fields in RT 3.6.7
Message-ID: <4ABCFD1B.5030802@gmail.com>

	I am still trying to get custom fields not only to be shown when I am
looking at a ticked. Reading
http://wiki.bestpractical.com/view/DisplayCustomFieldsInTicketSearch, I
was pointed to
http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance which seem
to address that need, but I do not seem to be able to follow the
instructions; some of the options shown I cannot find in 3.6.7. Would
that be me or the interface changed a bit since 3.6.4?

Also, I want to use my custom fields as search parameters. Instead of
having to enter the search in the Advanced Search Query window manually,
I would like to customize the search page so it is shown as one of the
possible criteria I can search by. How could I accomplish that?



From falcone at bestpractical.com  Fri Sep 25 13:42:29 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 25 Sep 2009 13:42:29 -0400
Subject: [rt-users] More on searching custom fields in RT 3.6.7
In-Reply-To: <4ABCFD1B.5030802@gmail.com>
References: <4ABCFD1B.5030802@gmail.com>
Message-ID: <20090925174229.GG16112@jibsheet.com>

On Fri, Sep 25, 2009 at 01:25:47PM -0400, Mauricio Tavares wrote:
> 	I am still trying to get custom fields not only to be shown when I am
> looking at a ticked. Reading
> http://wiki.bestpractical.com/view/DisplayCustomFieldsInTicketSearch, I
> was pointed to
> http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance which seem
> to address that need, but I do not seem to be able to follow the
> instructions; some of the options shown I cannot find in 3.6.7. Would
> that be me or the interface changed a bit since 3.6.4?
> 
> Also, I want to use my custom fields as search parameters. Instead of
> having to enter the search in the Advanced Search Query window manually,
> I would like to customize the search page so it is shown as one of the
> possible criteria I can search by. How could I accomplish that?

Global Custom Fields show up in the Query Builder automatically
Queue Custom Fields show up once you've selected a Queue and added it
to the search

You can control the displayed fields at the bottom of the search
building page.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/24dea655/attachment.sig>

From mahini at apple.com  Fri Sep 25 13:47:50 2009
From: mahini at apple.com (Behzad Mahini)
Date: Fri, 25 Sep 2009 10:47:50 -0700
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <F07142D0-5871-43E3-BEE9-25363C147F1A@apple.com>
References: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
	<1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>
	<20090925164632.GH1635@bestpractical.com>
	<F07142D0-5871-43E3-BEE9-25363C147F1A@apple.com>
Message-ID: <6C5E5858-4AD1-43A1-9C94-ADEFA78D5F07@apple.com>

..I also looked at the real mysql log file (i.e., "  
<serverName>.err"), and that did not reveal any worthy information,  
besides its timestamp was also as of Aug 30th (again way before my  
password problem of last night).

-Behzad
On Sep 25, 2009, at 10:25 AM, Behzad Mahini wrote:

>
> 1) Systemlog & MySQL log points:
> ==========================
> system.log file:
>
> RT[350]: FAILED LOGIN for root from xx.xx.xx.xx (/some_dir_xx//share/ 
> html/autohandler:268)
> ..<<which is saying the same thing that my Apache error_log  
> indicated>>
>
>
> Mysql log files:
> The only log files that I have for MySQL are binary log files and  
> they are:
>
> mysql-bin.xxx0
> mysql-bin.xxx1
> ...
>
> and
> ib_logfile0
> ib_logfile1
>
> ..and timestamp associated to these ar as of Aug 30, 2009 (which way  
> before I started having my password problem of yesterday!)
>
> 2) I rebooted my box, in the hopes of it clearing up some item that  
> I am not aware of -- that did not do any good
> ===============================================================
>
> 3) Using the "RecoverRootPassword" Wiki page, I tried to change my  
> password at the command/Perl level:
> = 
> = 
> = 
> = 
> = 
> = 
> = 
> = 
> = 
> = 
> = 
> = 
> ======================================================================
>
> perl -I/opt/rt3/local/lib -I/opt/rt3/lib \
>     -MRT -MRT::User \
>     -e'RT::LoadConfig();RT::Init(); my $u = RT::User- 
> >new($RT::SystemUser); $u->Load("root"); $u->SetPassword("secret")'
> that did not help either, and I got the following complaint:
>
> Change of config option 'MaxInlineBody' at /ngs/app/rt/oppresso/ 
> rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 13 has been  
> ignored. It's may be ok, but we want you to be aware. This option  
> earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/ 
> RT_SiteConfig.pm line 152. at /usr/local/src/oppresso/rt-3.8.4/lib/ 
> RT/Config.pm line 738.
>
> Change of config option 'Active_MakeClicky' at /ngs/app/rt/oppresso/ 
> rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 263 has been  
> ignored. It's may be ok, but we want you to be aware. This option  
> earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/ 
> RT_SiteConfig.pm line 186. at /usr/local/src/oppresso/rt-3.8.4/lib/ 
> RT/Config.pm line 738.
>
> [Fri Sep 25 16:59:45 2009] [crit]: Can't locate RT/FM.pm in @INC  
> (@INC contains: /usr/local/src/oppresso/rt-3.8.4/lib /ngs/app/rt/ 
> oppresso/rt-3.8.4/lib /Library/Perl/Updates/5.8.8/darwin-thread- 
> multi-2level /Library/Perl/Updates/5.8.8 /System/Library/Perl/5.8.8/ 
> darwin-thread-multi-2level /System/Library/Perl/5.8.8 /Library/Perl/ 
> 5.8.8/darwin-thread-multi-2level /Library/Perl/5.8.8 /Library/Perl / 
> Network/Library/Perl/5.8.8/darwin-thread-multi-2level /Network/ 
> Library/Perl/5.8.8 /Network/Library/Perl /System/Library/Perl/Extras/ 
> 5.8.8/darwin-thread-multi-2level /System/Library/Perl/Extras/5.8.8 / 
> Library/Perl/5.8.6 /Library/Perl/5.8.1 .) at /usr/local/src/oppresso/ 
> rt-3.8.4/lib/RT.pm line 627. (/usr/local/src/oppresso/rt-3.8.4/lib/ 
> RT.pm:377)
>
> Can't locate RT/FM.pm in @INC (@INC contains: /usr/local/src/ 
> oppresso/rt-3.8.4/lib /ngs/app/rt/oppresso/rt-3.8.4/lib /Library/ 
> Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/Updates/ 
> 5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level /System/ 
> Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread-multi-2level / 
> Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/5.8.8/darwin- 
> thread-multi-2level /Network/Library/Perl/5.8.8 /Network/Library/ 
> Perl /System/Library/Perl/Extras/5.8.8/darwin-thread-multi-2level / 
> System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 /Library/Perl/ 
> 5.8.1 .) at /usr/local/src/oppresso/rt-3.8.4/lib/RT.pm line 627.
>
>
> -Behzad
> On Sep 25, 2009, at 9:46 AM, Jesse Vincent wrote:
>
>>
>>
>>
>> On Fri, Sep 25, 2009 at 09:03:56AM -0700, Behzad Mahini wrote:
>>> Hoping this additional piece of Information from Apache 'error_log"
>>> file would provide more clue for debugging:
>>
>> Out of curiousity, is there anything interesting in your syslog or
>> database error log?
>>>
>>>
>>> ====
>>> [error]: FAILED LOGIN for root from xx.xxx.xx.xxx (/some_dir_xxx/ 
>>> share/
>>> html/autohandler:268)
>>> ====
>>>
>>> lines of the code within "autohandler" that the above error  
>>> message is
>>> pointing to are:
>>>
>>> ====
>>> unless( $session{'CurrentUser'} ) {
>>>     # If the user is logging in, let's authenticate
>>>     if( defined $user && defined $pass ) {
>>>         my $user_obj = RT::CurrentUser->new;
>>>         $user_obj->Load( $user );
>>>
>>>         unless ( $user_obj->id && $user_obj->IsPassword( $pass ) ) {
>>>             $RT::Logger->error("FAILED LOGIN for $user from
>>> $ENV{'REMOTE_ADDR'}");	<<..........line 268, WHERE the complaint is
>>> being made...>>
>>>             $m->comp( '/Elements/Login', %ARGS,
>>>                       Error => loc('Your username or password is
>>> incorrect'),
>>>                     );
>>>             $m->callback( %ARGS, CallbackName => 'FailedLogin' );
>>>             $m->abort;
>>>         }
>>>         $session{'CurrentUser'} = $user_obj;
>>>         $RT::Logger->info(
>>>             "Successful login for $user from $ENV{'REMOTE_ADDR'}");
>>>         $m->callback( %ARGS, CallbackName => 'SuccessfulLogin' );
>>>     }
>>>     # if no credentials then show him login page
>>>     else {
>>>         $m->comp( '/Elements/Login', %ARGS );
>>>         $m->abort;
>>>     }
>>> }
>>>
>>> ====
>>>
>>> -Behzad
>>> On Sep 24, 2009, at 4:56 PM, Behzad Mahini wrote:
>>>
>>>> Using 'root' I granted "ModifySelf" to another userName, and now  
>>>> I can
>>>> no longer login using "root", neither the other user could login.
>>>>
>>>> The error message that I get is:
>>>>
>>>> 	Error "Your username or password is incorrect"
>>>>
>>>> Thanks,
>>>> Behzad
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly  
>>>> Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>> -- 
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/358b2e23/attachment.htm>

From Mike.Johnson at NorMed.ca  Fri Sep 25 13:52:50 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Fri, 25 Sep 2009 13:52:50 -0400
Subject: [rt-users] SetStatus and SetOwner scrip question
In-Reply-To: <4ABCED78.3020102@lbl.gov>
References: <4ABB980D.4EF5.001E.0@NorMed.ca>
	<20090924210653.GC16112@jibsheet.com> <4ABC9395.4EF5.001E.0@NorMed.ca>
	<4ABCED78.3020102@lbl.gov>
Message-ID: <4ABCCB3B.4EF5.001E.0@NorMed.ca>

Thank you very much Ken.
 
I am new to coding custom action codes, and didn't see the part where you need to tell the script to move on from custom action prep. on this page ...
 
http://wiki.bestpractical.com/view/WriteCustomAction 
 
 
I was trying to move too fast :P.
 
Thx for pointing that out.
 
It is definitely working now.
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Ken Crocker <kfcrocker at lbl.gov> 25/09/2009 12:19 pm >>>
Mike,

You didn't get my code correct. You forgot the "Force". (NO, I'm NOT saying "may the force be with you", gaagh!). 
Also, when creating a scrip, you must keep in mind that when you define the condition as :User-Defined", you SHOULD end with a return code in both the "Prep" & "Cleanup" areas. Since my code is in the "Cleanup" area, I have a "return 1;" in the "Prep" area. That way RT knows to continue on to the cleanup area. So, to re-cap, your code should look something like this:

Condition: On whatever
Action: User-Defined

Custom Prep Code:
Return 1;

Custom Cleanup Code:

# set new Ticket Owner value
my $ticket = $self->TicketObj;
$ticket->SetStatus('new');
$ticket->SetOwner(10, 'Force');
return 1;

That should do it. Hope this helps.

Kenn
LBNL

On 9/25/2009 6:55 AM, Mike Johnson wrote: 


Hi Kevin,
 
Thx for that tidbit of info,
 
In that file I found the correct syntax, out of Sean's set, the 2 below will work,
 
$self->TicketObj->SetOwner("Nobody");
$self->TicketObj->SetOwner("10");
 
But, this is baffling me...
 
This is my scrip
 
Condition: On Queue Change
Action: User Defined
Custom action Preparation Code:
# set new Ticket Owner value
my $ticket = $self->TicketObj;
$ticket->SetStatus("new");
$ticket->SetOwner("Nobody");
 
Based on the above investigation, I know the syntax is correct for the SetOwner.  However, the only thing that happens on queue change is the ticket's status is set to new.  That shows up in the ticket history.  The SetOwner doesn't show up at all, nothing happens.
 
This is the exact same spot Sean got stuck.... and the thread ended.....
 
 
Ken Crocker(thx Ken) provided the above code + 1 line (return 1;) and said his is in the cleanup code spot.  If I put that code in there, absolutely nothing gets changed in the ticket...
 
Any thoughts anyone?
 
 
 
 
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Kevin Falcone <falcone at bestpractical.com> ( mailto:falcone at bestpractical.com ) 24/09/2009 5:06 pm >>>
On Thu, Sep 24, 2009 at 04:02:10PM -0400, Mike Johnson wrote:
>    I was looking through the list's history.
> 
>    The original email did not get an answer to it.
> 
>    The piece that interests me about this listserv topic(dating back to Aug 2007)....
> 
> 
>    Sean, and myself are trying to set a ticket's owner to nobody on an action...
> 
>    He stated,
> 
>    I've tried:
> 
>    $self->TicketObj->SetOwner("Nobody");
>    $self->TicketObj->SetOwner(Nobody);
>    $self->TicketObj->SetOwner("10");
>    $self->TicketObj->SetOwner(10);
>    $self->TicketObj->SetOwner(Name => "Nobody");
>    $self->TicketObj->SetOwner(Name => Nobody);
>    $self->TicketObj->SetOwner(Id => "10");
>    $self->TicketObj->SetOwner(Id => 10);
> 
>    None of these has worked and nothing in rt.log indicates any problems.  I have
>    it set up with debug so I know I'm getting as much info as I can.

If you want as much information as possible, you should check the
return values of SetOwner.  The arguments for the SetOwner method are
documented in Ticket_Overlay.pm.

-kevin

>    Can anyone tell me which of the above? and what else do I need to set to make this happen on a
>    specific condition(I'm using On Queue change).
_______________________________________________http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com ( http://wiki.bestpractical.com/ )Commercial support: sales at bestpractical.com 

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com ( http://rtbook.bestpractical.com/ )
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/fb2b8e1f/attachment.htm>

From change+lists.rt at nightwind.net  Fri Sep 25 15:00:32 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Fri, 25 Sep 2009 12:00:32 -0700
Subject: [rt-users] Multiple attachments from SelfService ticket creation
	page
Message-ID: <1253905232.5603.1336652985@webmail.messagingengine.com>

The ability to add multiple attachments when creating a ticket from the
SelfService interface was requested from some of our users.  I copied
the chunk of attachment code from share/html/Ticket/Create.html into the
SelfService Create.html file, and the "Add More" button shows up...but
when I click it, it submits the ticket instead of letting me add an
additional attachment.  Any tips?


Original snippet from Create.html:
<tr>
<td class="label">
%# FIXME: if failed customfields validation, attachement needs to be
choosen
%# again by user.
<&|/l&>Attach file</&>:
</td>
<td class="value">
<input name="Attach" type="file" />
</td>
</tr>

Replaced with:
<tr>
% if (exists $session{'Attachments'}) {
<td class="label">
<&|/l&>Attached file</&>:
</td>
<td colspan="5">
<&|/l&>Check box to delete</&><br />
% foreach my $attach_name (keys %{$session{'Attachments'}}) {
<input type="checkbox" class="checkbox"
name="DeleteAttach-<%$attach_name%>" value="1" /><%$attach_name%><br />
% } # end of foreach
</td>
</tr>
<tr>
% } # end of if
<td class="label">
<&|/l&>Attach file</&>:
</td>
<td class="value" colspan="5">
<input type="file" name="Attach" />
<input type="submit" class="button" name="AddMoreAttach"
value="<&|/l&>Add More Files</&>" />
</td>
</tr>


From mahini at apple.com  Fri Sep 25 16:58:31 2009
From: mahini at apple.com (Behzad Mahini)
Date: Fri, 25 Sep 2009 13:58:31 -0700
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <6C5E5858-4AD1-43A1-9C94-ADEFA78D5F07@apple.com>
References: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
	<1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>
	<20090925164632.GH1635@bestpractical.com>
	<F07142D0-5871-43E3-BEE9-25363C147F1A@apple.com>
	<6C5E5858-4AD1-43A1-9C94-ADEFA78D5F07@apple.com>
Message-ID: <BE481D3B-0AF8-4FE3-8A92-7A816677D4ED@apple.com>

Since I had installed RT-FM & RT-IR, ...at the command line using the  
Perl command I decided to include the paths to RT-FM & RT-IR libraries  
(Plugins), and the error message changed (from what I had sent  
earlier) to the following:


$sudo perl -I/usr/local/src/oppresso/rt-3.8.4/lib -I/ngs/app/rt/ 
oppresso/rt-3.8.4/lib -I/ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT- 
FM/lib  -I/ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-IR/lib  -e  
'RT::LoadConfig(); RT::Init(); my $u = RT::User->new($RT::SystemUser);  
$u->Load("root"); $u->setPassword("<my_secret_pass>")'

Undefined subroutine &RT::LoadConfig called at -e line 1.


So, without Including the path to Plugins, it complains about "RT/ 
FM.pm" which was missing in the Included paths I had the first round,  
and I addressed it above, but it now complains about  
"RT::LoadConfig()", which it should be able to grab from:

	/my_above_path_2_RT/lib/RT.pm  ........(<<sub LoadConfig {require  
RT::Config .........}   >>
	& /my_above_path_2_RT/RT/Config.pm


So, why is complaining?

Thanks,
Behzad
On Sep 25, 2009, at 10:47 AM, Behzad Mahini wrote:

> ..I also looked at the real mysql log file (i.e., "  
> <serverName>.err"), and that did not reveal any worthy information,  
> besides its timestamp was also as of Aug 30th (again way before my  
> password problem of last night).
>
> -Behzad
> On Sep 25, 2009, at 10:25 AM, Behzad Mahini wrote:
>
>>
>> 1) Systemlog & MySQL log points:
>> ==========================
>> system.log file:
>>
>> RT[350]: FAILED LOGIN for root from xx.xx.xx.xx (/some_dir_xx// 
>> share/html/autohandler:268)
>> ..<<which is saying the same thing that my Apache error_log  
>> indicated>>
>>
>>
>> Mysql log files:
>> The only log files that I have for MySQL are binary log files and  
>> they are:
>>
>> mysql-bin.xxx0
>> mysql-bin.xxx1
>> ...
>>
>> and
>> ib_logfile0
>> ib_logfile1
>>
>> ..and timestamp associated to these ar as of Aug 30, 2009 (which  
>> way before I started having my password problem of yesterday!)
>>
>> 2) I rebooted my box, in the hopes of it clearing up some item that  
>> I am not aware of -- that did not do any good
>> ===============================================================
>>
>> 3) Using the "RecoverRootPassword" Wiki page, I tried to change my  
>> password at the command/Perl level:
>> = 
>> = 
>> = 
>> = 
>> = 
>> = 
>> = 
>> = 
>> = 
>> = 
>> = 
>> = 
>> = 
>> =====================================================================
>>
>> perl -I/opt/rt3/local/lib -I/opt/rt3/lib \
>>     -MRT -MRT::User \
>>     -e'RT::LoadConfig();RT::Init(); my $u = RT::User- 
>> >new($RT::SystemUser); $u->Load("root"); $u->SetPassword("secret")'
>> that did not help either, and I got the following complaint:
>>
>> Change of config option 'MaxInlineBody' at /ngs/app/rt/oppresso/ 
>> rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 13 has been  
>> ignored. It's may be ok, but we want you to be aware. This option  
>> earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/ 
>> RT_SiteConfig.pm line 152. at /usr/local/src/oppresso/rt-3.8.4/lib/ 
>> RT/Config.pm line 738.
>>
>> Change of config option 'Active_MakeClicky' at /ngs/app/rt/oppresso/ 
>> rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 263 has been  
>> ignored. It's may be ok, but we want you to be aware. This option  
>> earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/ 
>> RT_SiteConfig.pm line 186. at /usr/local/src/oppresso/rt-3.8.4/lib/ 
>> RT/Config.pm line 738.
>>
>> [Fri Sep 25 16:59:45 2009] [crit]: Can't locate RT/FM.pm in @INC  
>> (@INC contains: /usr/local/src/oppresso/rt-3.8.4/lib /ngs/app/rt/ 
>> oppresso/rt-3.8.4/lib /Library/Perl/Updates/5.8.8/darwin-thread- 
>> multi-2level /Library/Perl/Updates/5.8.8 /System/Library/Perl/5.8.8/ 
>> darwin-thread-multi-2level /System/Library/Perl/5.8.8 /Library/Perl/ 
>> 5.8.8/darwin-thread-multi-2level /Library/Perl/5.8.8 /Library/Perl / 
>> Network/Library/Perl/5.8.8/darwin-thread-multi-2level /Network/ 
>> Library/Perl/5.8.8 /Network/Library/Perl /System/Library/Perl/ 
>> Extras/5.8.8/darwin-thread-multi-2level /System/Library/Perl/Extras/ 
>> 5.8.8 /Library/Perl/5.8.6 /Library/Perl/5.8.1 .) at /usr/local/src/ 
>> oppresso/rt-3.8.4/lib/RT.pm line 627. (/usr/local/src/oppresso/ 
>> rt-3.8.4/lib/RT.pm:377)
>>
>> Can't locate RT/FM.pm in @INC (@INC contains: /usr/local/src/ 
>> oppresso/rt-3.8.4/lib /ngs/app/rt/oppresso/rt-3.8.4/lib /Library/ 
>> Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/Updates/ 
>> 5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level /System/ 
>> Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread-multi-2level / 
>> Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/5.8.8/darwin- 
>> thread-multi-2level /Network/Library/Perl/5.8.8 /Network/Library/ 
>> Perl /System/Library/Perl/Extras/5.8.8/darwin-thread-multi-2level / 
>> System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 /Library/Perl/ 
>> 5.8.1 .) at /usr/local/src/oppresso/rt-3.8.4/lib/RT.pm line 627.
>>
>>
>> -Behzad
>> On Sep 25, 2009, at 9:46 AM, Jesse Vincent wrote:
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/b61fe468/attachment.htm>

From mahini at apple.com  Fri Sep 25 18:23:19 2009
From: mahini at apple.com (Behzad Mahini)
Date: Fri, 25 Sep 2009 15:23:19 -0700
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <BE481D3B-0AF8-4FE3-8A92-7A816677D4ED@apple.com>
References: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
	<1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>
	<20090925164632.GH1635@bestpractical.com>
	<F07142D0-5871-43E3-BEE9-25363C147F1A@apple.com>
	<6C5E5858-4AD1-43A1-9C94-ADEFA78D5F07@apple.com>
	<BE481D3B-0AF8-4FE3-8A92-7A816677D4ED@apple.com>
Message-ID: <0B65C367-DD74-485D-BD81-715098A1923C@apple.com>

Good News & bad News (for me it is still bad News).....I took care of  
the complaint about "Undefined subroutine &RT::LoadConfig()", by  
placing all of the following lines in a single file (i.e.,  
replace_password.pl), and executing the following code from the  
command line (I simply replaced the command-line portion  "-MRT - 
MRT::User" with a single line of "use RT;" in the following code):

1) code:
======
#!/usr/bin/perl -w

use lib '/usr/local/src/oppresso/rt-3.8.4/lib';
use lib '/ngs/app/rt/oppresso/rt-3.8.4/lib';
use lib '/ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-FM/lib';	#if  
using RTFM
use lib '/ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-IR/lib';	#if  
using RTIR
use RT;

RT::LoadConfig();
RT::Init();

my $u = RT::User->new($RT::SystemUser);
$u->Load("root");
$u->setPassword("secret");



2) Executing it:
============
$sudo ./replace_password.pl

Change of config option 'MaxInlineBody' at /ngs/app/rt/oppresso/ 
rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 13 has been  
ignored. It's may be ok, but we want you to be aware. This option  
earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/ 
RT_SiteConfig.pm line 152. at /ngs/app/rt/oppresso/rt-3.8.4/lib/RT/ 
Config.pm line 738.
Change of config option 'Active_MakeClicky' at /ngs/app/rt/oppresso/ 
rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 263 has been  
ignored. It's may be ok, but we want you to be aware. This option  
earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/ 
RT_SiteConfig.pm line 186. at /ngs/app/rt/oppresso/rt-3.8.4/lib/RT/ 
Config.pm line 738.


3) Assumptions:
=============

I am assuming the above lines (per http://wiki.bestpractical.com/view/RecoverRootPassword) 
  are sufficient.


4)Results:
========
I did not get any other warnings (or error messages), which was good.  
However, I still can not log back in (using root) from the UI. The  
above warnings I received were trivial, so I am ignoring them.


Help please.


-Behzad

On Sep 25, 2009, at 1:58 PM, Behzad Mahini wrote:

> Since I had installed RT-FM & RT-IR, ...at the command line using  
> the Perl command I decided to include the paths to RT-FM & RT-IR  
> libraries (Plugins), and the error message changed (from what I had  
> sent earlier) to the following:
>
>
> $sudo perl -I/usr/local/src/oppresso/rt-3.8.4/lib -I/ngs/app/rt/ 
> oppresso/rt-3.8.4/lib -I/ngs/app/rt/oppresso/rt-3.8.4/local/plugins/ 
> RT-FM/lib  -I/ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-IR/lib  - 
> e 'RT::LoadConfig(); RT::Init(); my $u = RT::User- 
> >new($RT::SystemUser); $u->Load("root"); $u- 
> >setPassword("<my_secret_pass>")'
>
> Undefined subroutine &RT::LoadConfig called at -e line 1.
>
>
> So, without Including the path to Plugins, it complains about "RT/ 
> FM.pm" which was missing in the Included paths I had the first  
> round, and I addressed it above, but it now complains about  
> "RT::LoadConfig()", which it should be able to grab from:
>
> 	/my_above_path_2_RT/lib/RT.pm  ........(<<sub LoadConfig {require  
> RT::Config .........}   >>
> 	& /my_above_path_2_RT/RT/Config.pm
>
>
> So, why is complaining?
>
> Thanks,
> Behzad
> On Sep 25, 2009, at 10:47 AM, Behzad Mahini wrote:
>
>> ..I also looked at the real mysql log file (i.e., "  
>> <serverName>.err"), and that did not reveal any worthy information,  
>> besides its timestamp was also as of Aug 30th (again way before my  
>> password problem of last night).
>>
>> -Behzad
>> On Sep 25, 2009, at 10:25 AM, Behzad Mahini wrote:
>>
>>>
>>> 1) Systemlog & MySQL log points:
>>> ==========================
>>> system.log file:
>>>
>>> RT[350]: FAILED LOGIN for root from xx.xx.xx.xx (/some_dir_xx// 
>>> share/html/autohandler:268)
>>> ..<<which is saying the same thing that my Apache error_log  
>>> indicated>>
>>>
>>>
>>> Mysql log files:
>>> The only log files that I have for MySQL are binary log files and  
>>> they are:
>>>
>>> mysql-bin.xxx0
>>> mysql-bin.xxx1
>>> ...
>>>
>>> and
>>> ib_logfile0
>>> ib_logfile1
>>>
>>> ..and timestamp associated to these ar as of Aug 30, 2009 (which  
>>> way before I started having my password problem of yesterday!)
>>>
>>> 2) I rebooted my box, in the hopes of it clearing up some item  
>>> that I am not aware of -- that did not do any good
>>> ===============================================================
>>>
>>> 3) Using the "RecoverRootPassword" Wiki page, I tried to change my  
>>> password at the command/Perl level:
>>> = 
>>> = 
>>> = 
>>> = 
>>> = 
>>> = 
>>> = 
>>> = 
>>> = 
>>> = 
>>> = 
>>> = 
>>> = 
>>> = 
>>> ====================================================================
>>>
>>> perl -I/opt/rt3/local/lib -I/opt/rt3/lib \
>>>     -MRT -MRT::User \
>>>     -e'RT::LoadConfig();RT::Init(); my $u = RT::User- 
>>> >new($RT::SystemUser); $u->Load("root"); $u->SetPassword("secret")'
>>> that did not help either, and I got the following complaint:
>>>
>>> Change of config option 'MaxInlineBody' at /ngs/app/rt/oppresso/ 
>>> rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 13 has been  
>>> ignored. It's may be ok, but we want you to be aware. This option  
>>> earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/ 
>>> RT_SiteConfig.pm line 152. at /usr/local/src/oppresso/rt-3.8.4/lib/ 
>>> RT/Config.pm line 738.
>>>
>>> Change of config option 'Active_MakeClicky' at /ngs/app/rt/ 
>>> oppresso/rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 263  
>>> has been ignored. It's may be ok, but we want you to be aware.  
>>> This option earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/ 
>>> etc/RT_SiteConfig.pm line 186. at /usr/local/src/oppresso/rt-3.8.4/ 
>>> lib/RT/Config.pm line 738.
>>>
>>> [Fri Sep 25 16:59:45 2009] [crit]: Can't locate RT/FM.pm in @INC  
>>> (@INC contains: /usr/local/src/oppresso/rt-3.8.4/lib /ngs/app/rt/ 
>>> oppresso/rt-3.8.4/lib /Library/Perl/Updates/5.8.8/darwin-thread- 
>>> multi-2level /Library/Perl/Updates/5.8.8 /System/Library/Perl/ 
>>> 5.8.8/darwin-thread-multi-2level /System/Library/Perl/5.8.8 / 
>>> Library/Perl/5.8.8/darwin-thread-multi-2level /Library/Perl/5.8.8 / 
>>> Library/Perl /Network/Library/Perl/5.8.8/darwin-thread- 
>>> multi-2level /Network/Library/Perl/5.8.8 /Network/Library/Perl / 
>>> System/Library/Perl/Extras/5.8.8/darwin-thread-multi-2level / 
>>> System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 /Library/Perl/ 
>>> 5.8.1 .) at /usr/local/src/oppresso/rt-3.8.4/lib/RT.pm line 627. (/ 
>>> usr/local/src/oppresso/rt-3.8.4/lib/RT.pm:377)
>>>
>>> Can't locate RT/FM.pm in @INC (@INC contains: /usr/local/src/ 
>>> oppresso/rt-3.8.4/lib /ngs/app/rt/oppresso/rt-3.8.4/lib /Library/ 
>>> Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
>>> Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread- 
>>> multi-2level /System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin- 
>>> thread-multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/ 
>>> Library/Perl/5.8.8/darwin-thread-multi-2level /Network/Library/ 
>>> Perl/5.8.8 /Network/Library/Perl /System/Library/Perl/Extras/5.8.8/ 
>>> darwin-thread-multi-2level /System/Library/Perl/Extras/5.8.8 / 
>>> Library/Perl/5.8.6 /Library/Perl/5.8.1 .) at /usr/local/src/ 
>>> oppresso/rt-3.8.4/lib/RT.pm line 627.
>>>
>>>
>>> -Behzad
>>> On Sep 25, 2009, at 9:46 AM, Jesse Vincent wrote:
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/ec1c4982/attachment.htm>

From kmckinnis at tivo.com  Fri Sep 25 18:47:55 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Fri, 25 Sep 2009 15:47:55 -0700
Subject: [rt-users] Time in logs not matching system time
In-Reply-To: <4ABCEFD9.3050703@rice.edu>
References: <4ABCEFD9.3050703@rice.edu>
Message-ID: <79E0423E511EB7469840F12A98F81BC804892FF11A@CORPEX01.Tivo.com>

Isn't Chicago GMT -5? RT will always log in UTC no matter what you do, but setting the timezone effects the user interface. 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Susan McClure
Sent: Friday, September 25, 2009 9:29 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Time in logs not matching system time

I have basically the same problem with the log 5 hours ahead. (I am CDT)
I have a RHE Linux 5 system.
I have tried both of these in the RT_SiteConfig.pm without any change:

Set($Timezone, 'US/Central');
and
Set($Timezone , 'America/Chicago');

Interestingly, when httpd first starts up the log has the correct time,
but as soon as it uses RT, the
timestamp changes ahead 5 hours.
The name change occurs right after the last Apache 2.2.3 info notice
about when the server was
built.

Susie

-------
All,

    I am seeing a time in the rt log file that is 4 hours in advance of the system time  (system time is EDT).


IE

root at MyHelpDesk:/opt/rt3/var/log# date
Fri Sep 25 11:38:41 EDT 2009
root at MyHelpDesk:/opt/rt3/var/log# tail -f rt.log

[Fri Sep 25 15:39:58 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( HSCIDM_LDAP ): slander (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Fri Sep 25 15:39:58 2009] [warning]: disable (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1142)

So, the system time is 11:38, while the log time is 15:38 (ok, 15:39...)


My Rt_SiteConfig.pm has    Set($Timezone , 'US/Eastern');

Any one have any idea how to sync these up?

Thanks



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


End of RT-Users Digest, Vol 66, Issue 88
****************************************

!DSPAM:8,4abce92498521108712277!





From jesse at bestpractical.com  Fri Sep 25 19:43:49 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Sep 2009 19:43:49 -0400
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <0B65C367-DD74-485D-BD81-715098A1923C@apple.com>
References: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
	<1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>
	<20090925164632.GH1635@bestpractical.com>
	<F07142D0-5871-43E3-BEE9-25363C147F1A@apple.com>
	<6C5E5858-4AD1-43A1-9C94-ADEFA78D5F07@apple.com>
	<BE481D3B-0AF8-4FE3-8A92-7A816677D4ED@apple.com>
	<0B65C367-DD74-485D-BD81-715098A1923C@apple.com>
Message-ID: <20090925234349.GN1635@bestpractical.com>




> 
> my $u = RT::User->new($RT::SystemUser);
> $u->Load("root");

# add this line:
warn $u->id;

# replace this line
> $u->setPassword("secret");

with: 

my ($val,$msg) = $u->setPassword("secret");

warn $val, $msg;
> 
> 
> 2) Executing it:
> ============
> $sudo ./replace_password.pl
> 
> Change of config option 'MaxInlineBody' at /ngs/app/rt/oppresso/ 
> rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 13 has been  
> ignored. It's may be ok, but we want you to be aware. This option  
> earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/ 
> RT_SiteConfig.pm line 152. at /ngs/app/rt/oppresso/rt-3.8.4/lib/RT/ 
> Config.pm line 738.
> Change of config option 'Active_MakeClicky' at /ngs/app/rt/oppresso/ 
> rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 263 has been  
> ignored. It's may be ok, but we want you to be aware. This option  
> earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/ 
> RT_SiteConfig.pm line 186. at /ngs/app/rt/oppresso/rt-3.8.4/lib/RT/ 
> Config.pm line 738.
> 
> 
> 3) Assumptions:
> =============
> 
> I am assuming the above lines (per 
> http://wiki.bestpractical.com/view/RecoverRootPassword) are sufficient.
> 
> 
> 4)Results:
> ========
> I did not get any other warnings (or error messages), which was good.  
> However, I still can not log back in (using root) from the UI. The  
> above warnings I received were trivial, so I am ignoring them.
> 
> 
> Help please.
> 
> 
> -Behzad
> 
> On Sep 25, 2009, at 1:58 PM, Behzad Mahini wrote:
> 
> >Since I had installed RT-FM & RT-IR, ...at the command line using  
> >the Perl command I decided to include the paths to RT-FM & RT-IR  
> >libraries (Plugins), and the error message changed (from what I had  
> >sent earlier) to the following:
> >
> >
> >$sudo perl -I/usr/local/src/oppresso/rt-3.8.4/lib -I/ngs/app/rt/ 
> >oppresso/rt-3.8.4/lib -I/ngs/app/rt/oppresso/rt-3.8.4/local/plugins/ 
> >RT-FM/lib  -I/ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-IR/lib  - 
> >e 'RT::LoadConfig(); RT::Init(); my $u = RT::User- 
> >>new($RT::SystemUser); $u->Load("root"); $u- 
> >>setPassword("<my_secret_pass>")'
> >
> >Undefined subroutine &RT::LoadConfig called at -e line 1.
> >
> >
> >So, without Including the path to Plugins, it complains about "RT/ 
> >FM.pm" which was missing in the Included paths I had the first  
> >round, and I addressed it above, but it now complains about  
> >"RT::LoadConfig()", which it should be able to grab from:
> >
> >	/my_above_path_2_RT/lib/RT.pm  ........(<<sub LoadConfig {require  
> >RT::Config .........}   >>
> >	& /my_above_path_2_RT/RT/Config.pm
> >
> >
> >So, why is complaining?
> >
> >Thanks,
> >Behzad
> >On Sep 25, 2009, at 10:47 AM, Behzad Mahini wrote:
> >
> >>..I also looked at the real mysql log file (i.e., "  
> >><serverName>.err"), and that did not reveal any worthy information,  
> >>besides its timestamp was also as of Aug 30th (again way before my  
> >>password problem of last night).
> >>
> >>-Behzad
> >>On Sep 25, 2009, at 10:25 AM, Behzad Mahini wrote:
> >>
> >>>
> >>>1) Systemlog & MySQL log points:
> >>>==========================
> >>>system.log file:
> >>>
> >>>RT[350]: FAILED LOGIN for root from xx.xx.xx.xx (/some_dir_xx// 
> >>>share/html/autohandler:268)
> >>>..<<which is saying the same thing that my Apache error_log  
> >>>indicated>>
> >>>
> >>>
> >>>Mysql log files:
> >>>The only log files that I have for MySQL are binary log files and  
> >>>they are:
> >>>
> >>>mysql-bin.xxx0
> >>>mysql-bin.xxx1
> >>>...
> >>>
> >>>and
> >>>ib_logfile0
> >>>ib_logfile1
> >>>
> >>>..and timestamp associated to these ar as of Aug 30, 2009 (which  
> >>>way before I started having my password problem of yesterday!)
> >>>
> >>>2) I rebooted my box, in the hopes of it clearing up some item  
> >>>that I am not aware of -- that did not do any good
> >>>===============================================================
> >>>
> >>>3) Using the "RecoverRootPassword" Wiki page, I tried to change my  
> >>>password at the command/Perl level:
> >>>= 
> >>>= 
> >>>= 
> >>>= 
> >>>= 
> >>>= 
> >>>= 
> >>>= 
> >>>= 
> >>>= 
> >>>= 
> >>>= 
> >>>= 
> >>>= 
> >>>====================================================================
> >>>
> >>>perl -I/opt/rt3/local/lib -I/opt/rt3/lib \
> >>>    -MRT -MRT::User \
> >>>    -e'RT::LoadConfig();RT::Init(); my $u = RT::User- 
> >>>>new($RT::SystemUser); $u->Load("root"); $u->SetPassword("secret")'
> >>>that did not help either, and I got the following complaint:
> >>>
> >>>Change of config option 'MaxInlineBody' at /ngs/app/rt/oppresso/ 
> >>>rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 13 has been  
> >>>ignored. It's may be ok, but we want you to be aware. This option  
> >>>earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/ 
> >>>RT_SiteConfig.pm line 152. at /usr/local/src/oppresso/rt-3.8.4/lib/ 
> >>>RT/Config.pm line 738.
> >>>
> >>>Change of config option 'Active_MakeClicky' at /ngs/app/rt/ 
> >>>oppresso/rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 263  
> >>>has been ignored. It's may be ok, but we want you to be aware.  
> >>>This option earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/ 
> >>>etc/RT_SiteConfig.pm line 186. at /usr/local/src/oppresso/rt-3.8.4/ 
> >>>lib/RT/Config.pm line 738.
> >>>
> >>>[Fri Sep 25 16:59:45 2009] [crit]: Can't locate RT/FM.pm in @INC  
> >>>(@INC contains: /usr/local/src/oppresso/rt-3.8.4/lib /ngs/app/rt/ 
> >>>oppresso/rt-3.8.4/lib /Library/Perl/Updates/5.8.8/darwin-thread- 
> >>>multi-2level /Library/Perl/Updates/5.8.8 /System/Library/Perl/ 
> >>>5.8.8/darwin-thread-multi-2level /System/Library/Perl/5.8.8 / 
> >>>Library/Perl/5.8.8/darwin-thread-multi-2level /Library/Perl/5.8.8 / 
> >>>Library/Perl /Network/Library/Perl/5.8.8/darwin-thread- 
> >>>multi-2level /Network/Library/Perl/5.8.8 /Network/Library/Perl / 
> >>>System/Library/Perl/Extras/5.8.8/darwin-thread-multi-2level / 
> >>>System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 /Library/Perl/ 
> >>>5.8.1 .) at /usr/local/src/oppresso/rt-3.8.4/lib/RT.pm line 627. (/ 
> >>>usr/local/src/oppresso/rt-3.8.4/lib/RT.pm:377)
> >>>
> >>>Can't locate RT/FM.pm in @INC (@INC contains: /usr/local/src/ 
> >>>oppresso/rt-3.8.4/lib /ngs/app/rt/oppresso/rt-3.8.4/lib /Library/ 
> >>>Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
> >>>Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread- 
> >>>multi-2level /System/Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin- 
> >>>thread-multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/ 
> >>>Library/Perl/5.8.8/darwin-thread-multi-2level /Network/Library/ 
> >>>Perl/5.8.8 /Network/Library/Perl /System/Library/Perl/Extras/5.8.8/ 
> >>>darwin-thread-multi-2level /System/Library/Perl/Extras/5.8.8 / 
> >>>Library/Perl/5.8.6 /Library/Perl/5.8.1 .) at /usr/local/src/ 
> >>>oppresso/rt-3.8.4/lib/RT.pm line 627.
> >>>
> >>>
> >>>-Behzad
> >>>On Sep 25, 2009, at 9:46 AM, Jesse Vincent wrote:
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Community help: http://wiki.bestpractical.com
> >Commercial support: 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 raanders at cyber-office.net  Fri Sep 25 19:28:31 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Fri, 25 Sep 2009 16:28:31 -0700
Subject: [rt-users] Time in logs not matching system time
In-Reply-To: <79E0423E511EB7469840F12A98F81BC804892FF11A@CORPEX01.Tivo.com>
References: <4ABCEFD9.3050703@rice.edu>
	<79E0423E511EB7469840F12A98F81BC804892FF11A@CORPEX01.Tivo.com>
Message-ID: <4ABD521F.6080609@cyber-office.net>

Kimberly McKinnis wrote:
> Isn't Chicago GMT -5? RT will always log in UTC no matter what you
> do, but setting the timezone effects the user interface.

Interesting.  I have TimeZone in RT_SiteConfig.pm set to 'US/Pacific' 
and get the local time in the log files.  I am also using syslog which 
may explain the date/time beig correct.  (CentOS 5 in a Linux-Vserver guest)


\\||
Rod
-- 
> 
> -----Original Message----- From:
> rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Susan
> McClure Sent: Friday, September 25, 2009 9:29 AM To:
> rt-users at lists.bestpractical.com Subject: Re: [rt-users] Time in logs
> not matching system time
> 
> I have basically the same problem with the log 5 hours ahead. (I am
> CDT) I have a RHE Linux 5 system. I have tried both of these in the
> RT_SiteConfig.pm without any change:
> 
> Set($Timezone, 'US/Central'); and Set($Timezone , 'America/Chicago');
> 
> 
> Interestingly, when httpd first starts up the log has the correct
> time, but as soon as it uses RT, the timestamp changes ahead 5 hours.
>  The name change occurs right after the last Apache 2.2.3 info notice
>  about when the server was built.
> 
> Susie
> 
> ------- All,
> 
> I am seeing a time in the rt log file that is 4 hours in advance of
> the system time  (system time is EDT).
> 
> 
> IE
> 
> root at MyHelpDesk:/opt/rt3/var/log# date Fri Sep 25 11:38:41 EDT 2009 
> root at MyHelpDesk:/opt/rt3/var/log# tail -f rt.log
> 
> [Fri Sep 25 15:39:58 2009] [info]:
> RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK (
> HSCIDM_LDAP ): slander
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
>  [Fri Sep 25 15:39:58 2009] [warning]: disable
> (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1142)
> 
> So, the system time is 11:38, while the log time is 15:38 (ok,
> 15:39...)
> 
> 
> My Rt_SiteConfig.pm has    Set($Timezone , 'US/Eastern');
> 
> Any one have any idea how to sync these up?
> 
> Thanks
> 
> 
> 
> _______________________________________________ RT-Users mailing list
>  RT-Users at lists.bestpractical.com 
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> 
> End of RT-Users Digest, Vol 66, Issue 88 
> ****************************************
> 
> !DSPAM:8,4abce92498521108712277!
> 
> 
> 
> _______________________________________________ 
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support:
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at http://rtbook.bestpractical.com



From mahini at apple.com  Fri Sep 25 21:28:09 2009
From: mahini at apple.com (Behzad Mahini)
Date: Fri, 25 Sep 2009 18:28:09 -0700
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <20090925234349.GN1635@bestpractical.com>
References: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
	<1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>
	<20090925164632.GH1635@bestpractical.com>
	<F07142D0-5871-43E3-BEE9-25363C147F1A@apple.com>
	<6C5E5858-4AD1-43A1-9C94-ADEFA78D5F07@apple.com>
	<BE481D3B-0AF8-4FE3-8A92-7A816677D4ED@apple.com>
	<0B65C367-DD74-485D-BD81-715098A1923C@apple.com>
	<20090925234349.GN1635@bestpractical.com>
Message-ID: <1930702A-FC0D-4577-BC05-872A39159D2C@apple.com>

Here is what I received (and 12 matches with the id for my 'root')

[Sat Sep 26 01:25:15 2009] [warning]: 12 at ./replace_password.pl line  
15. (./replace_password.pl:15)
[Sat Sep 26 01:25:15 2009] [warning]: 0That is already the current  
value at ./replace_password.pl line 20. (./replace_password.pl:20)


-Behzad
On Sep 25, 2009, at 4:43 PM, Jesse Vincent wrote:

>
>
>
>>
>> my $u = RT::User->new($RT::SystemUser);
>> $u->Load("root");
>
> # add this line:
> warn $u->id;
>
> # replace this line
>> $u->setPassword("secret");
>
> with:
>
> my ($val,$msg) = $u->setPassword("secret");
>
> warn $val, $msg;
>>
>>
>> 2) Executing it:
>> ============
>> $sudo ./replace_password.pl
>>
>> Change of config option 'MaxInlineBody' at /ngs/app/rt/oppresso/
>> rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 13 has been
>> ignored. It's may be ok, but we want you to be aware. This option
>> earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/
>> RT_SiteConfig.pm line 152. at /ngs/app/rt/oppresso/rt-3.8.4/lib/RT/
>> Config.pm line 738.
>> Change of config option 'Active_MakeClicky' at /ngs/app/rt/oppresso/
>> rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 263 has been
>> ignored. It's may be ok, but we want you to be aware. This option
>> earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/
>> RT_SiteConfig.pm line 186. at /ngs/app/rt/oppresso/rt-3.8.4/lib/RT/
>> Config.pm line 738.
>>
>>
>> 3) Assumptions:
>> =============
>>
>> I am assuming the above lines (per
>> http://wiki.bestpractical.com/view/RecoverRootPassword) are  
>> sufficient.
>>
>>
>> 4)Results:
>> ========
>> I did not get any other warnings (or error messages), which was good.
>> However, I still can not log back in (using root) from the UI. The
>> above warnings I received were trivial, so I am ignoring them.
>>
>>
>> Help please.
>>
>>
>> -Behzad
>>
>> On Sep 25, 2009, at 1:58 PM, Behzad Mahini wrote:
>>
>>> Since I had installed RT-FM & RT-IR, ...at the command line using
>>> the Perl command I decided to include the paths to RT-FM & RT-IR
>>> libraries (Plugins), and the error message changed (from what I had
>>> sent earlier) to the following:
>>>
>>>
>>> $sudo perl -I/usr/local/src/oppresso/rt-3.8.4/lib -I/ngs/app/rt/
>>> oppresso/rt-3.8.4/lib -I/ngs/app/rt/oppresso/rt-3.8.4/local/plugins/
>>> RT-FM/lib  -I/ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-IR/ 
>>> lib  -
>>> e 'RT::LoadConfig(); RT::Init(); my $u = RT::User-
>>>> new($RT::SystemUser); $u->Load("root"); $u-
>>>> setPassword("<my_secret_pass>")'
>>>
>>> Undefined subroutine &RT::LoadConfig called at -e line 1.
>>>
>>>
>>> So, without Including the path to Plugins, it complains about "RT/
>>> FM.pm" which was missing in the Included paths I had the first
>>> round, and I addressed it above, but it now complains about
>>> "RT::LoadConfig()", which it should be able to grab from:
>>>
>>> 	/my_above_path_2_RT/lib/RT.pm  ........(<<sub LoadConfig {require
>>> RT::Config .........}   >>
>>> 	& /my_above_path_2_RT/RT/Config.pm
>>>
>>>
>>> So, why is complaining?
>>>
>>> Thanks,
>>> Behzad
>>> On Sep 25, 2009, at 10:47 AM, Behzad Mahini wrote:
>>>
>>>> ..I also looked at the real mysql log file (i.e., "
>>>> <serverName>.err"), and that did not reveal any worthy information,
>>>> besides its timestamp was also as of Aug 30th (again way before my
>>>> password problem of last night).
>>>>
>>>> -Behzad
>>>> On Sep 25, 2009, at 10:25 AM, Behzad Mahini wrote:
>>>>
>>>>>
>>>>> 1) Systemlog & MySQL log points:
>>>>> ==========================
>>>>> system.log file:
>>>>>
>>>>> RT[350]: FAILED LOGIN for root from xx.xx.xx.xx (/some_dir_xx//
>>>>> share/html/autohandler:268)
>>>>> ..<<which is saying the same thing that my Apache error_log
>>>>> indicated>>
>>>>>
>>>>>
>>>>> Mysql log files:
>>>>> The only log files that I have for MySQL are binary log files and
>>>>> they are:
>>>>>
>>>>> mysql-bin.xxx0
>>>>> mysql-bin.xxx1
>>>>> ...
>>>>>
>>>>> and
>>>>> ib_logfile0
>>>>> ib_logfile1
>>>>>
>>>>> ..and timestamp associated to these ar as of Aug 30, 2009 (which
>>>>> way before I started having my password problem of yesterday!)
>>>>>
>>>>> 2) I rebooted my box, in the hopes of it clearing up some item
>>>>> that I am not aware of -- that did not do any good
>>>>> ===============================================================
>>>>>
>>>>> 3) Using the "RecoverRootPassword" Wiki page, I tried to change my
>>>>> password at the command/Perl level:
>>>>> =
>>>>> =
>>>>> =
>>>>> =
>>>>> =
>>>>> =
>>>>> =
>>>>> =
>>>>> =
>>>>> =
>>>>> =
>>>>> =
>>>>> =
>>>>> =
>>>>> = 
>>>>> = 
>>>>> ==================================================================
>>>>>
>>>>> perl -I/opt/rt3/local/lib -I/opt/rt3/lib \
>>>>>   -MRT -MRT::User \
>>>>>   -e'RT::LoadConfig();RT::Init(); my $u = RT::User-
>>>>>> new($RT::SystemUser); $u->Load("root"); $u- 
>>>>>> >SetPassword("secret")'
>>>>> that did not help either, and I got the following complaint:
>>>>>
>>>>> Change of config option 'MaxInlineBody' at /ngs/app/rt/oppresso/
>>>>> rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 13 has been
>>>>> ignored. It's may be ok, but we want you to be aware. This option
>>>>> earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/etc/
>>>>> RT_SiteConfig.pm line 152. at /usr/local/src/oppresso/rt-3.8.4/ 
>>>>> lib/
>>>>> RT/Config.pm line 738.
>>>>>
>>>>> Change of config option 'Active_MakeClicky' at /ngs/app/rt/
>>>>> oppresso/rt-3.8.4/local/plugins/RT-IR/etc/RTIR_Config.pm line 263
>>>>> has been ignored. It's may be ok, but we want you to be aware.
>>>>> This option earlier has been set in /ngs/app/rt/oppresso/rt-3.8.4/
>>>>> etc/RT_SiteConfig.pm line 186. at /usr/local/src/oppresso/ 
>>>>> rt-3.8.4/
>>>>> lib/RT/Config.pm line 738.
>>>>>
>>>>> [Fri Sep 25 16:59:45 2009] [crit]: Can't locate RT/FM.pm in @INC
>>>>> (@INC contains: /usr/local/src/oppresso/rt-3.8.4/lib /ngs/app/rt/
>>>>> oppresso/rt-3.8.4/lib /Library/Perl/Updates/5.8.8/darwin-thread-
>>>>> multi-2level /Library/Perl/Updates/5.8.8 /System/Library/Perl/
>>>>> 5.8.8/darwin-thread-multi-2level /System/Library/Perl/5.8.8 /
>>>>> Library/Perl/5.8.8/darwin-thread-multi-2level /Library/Perl/ 
>>>>> 5.8.8 /
>>>>> Library/Perl /Network/Library/Perl/5.8.8/darwin-thread-
>>>>> multi-2level /Network/Library/Perl/5.8.8 /Network/Library/Perl /
>>>>> System/Library/Perl/Extras/5.8.8/darwin-thread-multi-2level /
>>>>> System/Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 /Library/ 
>>>>> Perl/
>>>>> 5.8.1 .) at /usr/local/src/oppresso/rt-3.8.4/lib/RT.pm line 627.  
>>>>> (/
>>>>> usr/local/src/oppresso/rt-3.8.4/lib/RT.pm:377)
>>>>>
>>>>> Can't locate RT/FM.pm in @INC (@INC contains: /usr/local/src/
>>>>> oppresso/rt-3.8.4/lib /ngs/app/rt/oppresso/rt-3.8.4/lib /Library/
>>>>> Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/
>>>>> Updates/5.8.8 /System/Library/Perl/5.8.8/darwin-thread-
>>>>> multi-2level /System/Library/Perl/5.8.8 /Library/Perl/5.8.8/ 
>>>>> darwin-
>>>>> thread-multi-2level /Library/Perl/5.8.8 /Library/Perl /Network/
>>>>> Library/Perl/5.8.8/darwin-thread-multi-2level /Network/Library/
>>>>> Perl/5.8.8 /Network/Library/Perl /System/Library/Perl/Extras/ 
>>>>> 5.8.8/
>>>>> darwin-thread-multi-2level /System/Library/Perl/Extras/5.8.8 /
>>>>> Library/Perl/5.8.6 /Library/Perl/5.8.1 .) at /usr/local/src/
>>>>> oppresso/rt-3.8.4/lib/RT.pm line 627.
>>>>>
>>>>>
>>>>> -Behzad
>>>>> On Sep 25, 2009, at 9:46 AM, Jesse Vincent wrote:
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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 jrhett at netconsonance.com  Fri Sep 25 21:02:22 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 25 Sep 2009 18:02:22 -0700
Subject: [rt-users] timeworked.pl requires every extension lib to be added?
Message-ID: <A0DF75F3-6177-4908-8FEC-4762E7A91DE8@netconsonance.com>

So I'm testing out your time worked report, and I'm finding that each  
and every extension I've added needs to be put in your "use lib"  
line.   Couldn't you simplify this and use the same lib path  
adjustment as the main RT instance?  Or better yet, not include the  
extensions?  Do you really need them?

[rtweb at kininvie ~]$ ./timeworked.pl --startdate 2009-09-20 --enddate  
2009-09-27 --queues Support --debug
DEBUG: Time zone offset is -25200.
DEBUG: Using starting date string 2009-09-20 07:00:00
DEBUG: Using ending date string 2009-09-27 07:00:00
Can't locate RT/FM.pm in @INC (@INC contains: /d/u/rtweb/../local/lib / 
d/u/rtweb/../lib /u/rtweb/rt38/lib /usr/local/lib/perl5/5.8.8/BSDPAN / 
usr/local/lib/perl5/site_perl/5.8.8/mach /usr/local/lib/perl5/ 
site_perl/5.8.8 /usr/local/lib/perl5/site_perl /usr/local/lib/ 
perl5/5.8.8/mach /usr/local/lib/perl5/5.8.8 .) at /u/rtweb/rt38/lib/ 
RT.pm line 628.

* edits use lib line...

$ ./timeworked.pl --startdate 2009-09-20 --enddate 2009-09-27 --queues  
Support --debug
DEBUG: Time zone offset is -25200.
DEBUG: Using starting date string 2009-09-20 07:00:00
DEBUG: Using ending date string 2009-09-27 07:00:00
Can't locate RT/Extension/ForkTicket.pm in @INC (@INC contains: /d/u/ 
rtweb/../local/lib /d/u/rtweb/../lib /u/rtweb/rt38/lib /u/rtweb/rt38/ 
local/plugins/RT-FM/lib /usr/local/lib/perl5/5.8.8/BSDPAN /usr/local/ 
lib/perl5/site_perl/5.8.8/mach /usr/local/lib/perl5/site_perl/5.8.8 / 
usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.8/mach /usr/ 
local/lib/perl5/5.8.8 .) at /u/rtweb/rt38/lib/RT.pm line 628.

* edits use lib line...

(next error)

* smacks head against table

;-)

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090925/fcdcabba/attachment.htm>

From fran at cis.uab.edu  Fri Sep 25 22:45:08 2009
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Fri, 25 Sep 2009 21:45:08 -0500
Subject: [rt-users] timeworked.pl requires every extension lib to be
	added?
In-Reply-To: <A0DF75F3-6177-4908-8FEC-4762E7A91DE8@netconsonance.com>
References: <A0DF75F3-6177-4908-8FEC-4762E7A91DE8@netconsonance.com>
Message-ID: <4ABD8034.2000705@cis.uab.edu>


Jo,

I did not experience that, the version I shared on the list is exactly 
as it runs in my environment, it must be something specific to your RT 
setup if you are needing to add multiple entries to the use lib line. 
Others on the list have also used it successfully without having that 
issue.  Are you sure you are putting the root directory of the RT libs, 
and not the full path to each and every lib?

As far as which modules are required - that's largely a function of RT 
modules using other RT modules - it's not me using them directly.  I use 
only a handful, as you can see from the code.

It's pretty standard perl use lib methodology I am using, I am not doing 
anything fancy or unusual.  It just needs to be pointed to the root of 
wherever you installed your RT libs.

-Fran

On 9/25/2009 8:02 PM, Jo Rhett wrote:
> So I'm testing out your time worked report, and I'm finding that each
> and every extension I've added needs to be put in your "use lib" line.
> Couldn't you simplify this and use the same lib path adjustment as the
> main RT instance? Or better yet, not include the extensions? Do you
> really need them?
>
> [rtweb at kininvie ~]$ ./timeworked.pl --startdate 2009-09-20 --enddate
> 2009-09-27 --queues Support --debug
> DEBUG: Time zone offset is -25200.
> DEBUG: Using starting date string 2009-09-20 07:00:00
> DEBUG: Using ending date string 2009-09-27 07:00:00
> Can't locate RT/FM.pm in @INC (@INC contains: /d/u/rtweb/../local/lib
> /d/u/rtweb/../lib /u/rtweb/rt38/lib /usr/local/lib/perl5/5.8.8/BSDPAN
> /usr/local/lib/perl5/site_perl/5.8.8/mach
> /usr/local/lib/perl5/site_perl/5.8.8 /usr/local/lib/perl5/site_perl
> /usr/local/lib/perl5/5.8.8/mach /usr/local/lib/perl5/5.8.8 .) at
> /u/rtweb/rt38/lib/RT.pm line 628.
>
> * edits use lib line...
>
> $ ./timeworked.pl --startdate 2009-09-20 --enddate 2009-09-27 --queues
> Support --debug
> DEBUG: Time zone offset is -25200.
> DEBUG: Using starting date string 2009-09-20 07:00:00
> DEBUG: Using ending date string 2009-09-27 07:00:00
> Can't locate RT/Extension/ForkTicket.pm in @INC (@INC contains:
> /d/u/rtweb/../local/lib /d/u/rtweb/../lib /u/rtweb/rt38/lib
> /u/rtweb/rt38/local/plugins/RT-FM/lib /usr/local/lib/perl5/5.8.8/BSDPAN
> /usr/local/lib/perl5/site_perl/5.8.8/mach
> /usr/local/lib/perl5/site_perl/5.8.8 /usr/local/lib/perl5/site_perl
> /usr/local/lib/perl5/5.8.8/mach /usr/local/lib/perl5/5.8.8 .) at
> /u/rtweb/rt38/lib/RT.pm line 628.
>
> * edits use lib line...
>
> (next error)
>
> * smacks head against table
>
> ;-)
>
> --
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source and
> other randomness
>

-- 
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 cobus7 at ananzi.co.za  Sat Sep 26 01:25:10 2009
From: cobus7 at ananzi.co.za (Cobus )
Date: Sat, 26 Sep 2009 07:25:10 +0200
Subject: [rt-users] Problem setting up RT-mailgate
Message-ID: <000001ca3e69$c2811c90$478355b0$@co.za>

Hi, please can someone help me.

 

When I send an email to my newly setup RT server, there seems to be a
miscommunication between the email and the RT software.  Can anybody assist
me please?

 

I'm running Ubuntu server

 

Alias setup:

rt: "|/usr/bin/rt-mailgate --queue villas --action comment --url
http://cat.getmyip.com"

 

/var/log/mail.log:

Sep 25 19:54:19 cat postfix/local[17571]: C8C87BEE001:
to=<rt at cat.getmyip.com>, relay=local, delay=0.5, delays=0.18/0.01/0/0.31,
dsn=4.3.0, status=deferred (temporary failure. Command output: An Error
Occurred =================  404 Not Found )

 

My rt-mailgate is in /usr/bin 

 

whereis request-tracker3.6: 

request-tracker3: /etc/request-tracker3.6 /usr/share/request-tracker3.6

 

Thanks, Cobus

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090926/5076435d/attachment.htm>

From jrhett at netconsonance.com  Sat Sep 26 04:25:14 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Sat, 26 Sep 2009 01:25:14 -0700
Subject: [rt-users] timeworked.pl requires every extension lib to be
	added?
In-Reply-To: <4ABD8034.2000705@cis.uab.edu>
References: <A0DF75F3-6177-4908-8FEC-4762E7A91DE8@netconsonance.com>
	<4ABD8034.2000705@cis.uab.edu>
Message-ID: <1F739FAC-A313-403A-9FAC-87BCFE769BF5@netconsonance.com>

On Sep 25, 2009, at 7:45 PM, Fran Fabrizio wrote:
> I did not experience that, the version I shared on the list is  
> exactly as it runs in my environment, it must be something specific  
> to your RT setup if you are needing to add multiple entries to the  
> use lib line. Others on the list have also used it successfully  
> without having that issue.  Are you sure you are putting the root  
> directory of the RT libs, and not the full path to each and every lib?

My original line pointed only to the root install of RT: /u/rtweb/rt38/ 
lib in this case.

> As far as which modules are required - that's largely a function of  
> RT modules using other RT modules - it's not me using them  
> directly.  I use only a handful, as you can see from the code.

No, these aren't modules used by RT -- they are plugins I have loaded  
into my RT instance.   RT finds all the libraries for them just  
fine.   Why don't you use the same logic?  Or frankly, why do you need  
to load these extensions at all?   I suspect that you need to ignore  
the modules specified in Set( @Plugins, .... );   (this is what it is  
trying to load, and I can't think of why timeworked.pl needs these  
modules.

> It's pretty standard perl use lib methodology I am using, I am not  
> doing anything fancy or unusual.  It just needs to be pointed to the  
> root of wherever you installed your RT libs.


Yes, it is.   I'm quite familiar with "use lib" having been using it  
for, oh, is it 15 years now? ;-)

It seems you might not have understood so let me be very clear:

1. You are including RT.pm
2. Some part of the initialization seems to be including all the  
library modules.
3. You should either disable/force this not to happen, or do the same  
initialization that occurs such that these modules will be loaded  
without explicitly listing each one in "use lib".

Below is a patch which works fine for me, and I believe you should  
probably implement in the published version.  All it does is clear the  
"Plugins" array after loading the configuration but before calling  
Init(), which avoids having timeworked.pl load extensions it doesn't  
need.   On our system it made timeworked.pl visibly faster to the eye.

--- timeworked.pl_orig  2009-09-26 01:22:43.000000000 -0700
+++ timeworked.pl       2009-09-26 01:23:01.000000000 -0700
@@ -238,6 +238,9 @@
  # Load the config file
  RT::LoadConfig();

+# Override/Ignore any configured plugins
+RT::Config->Set( 'Plugins' => '' );
+
  # Connect to the database and get RT::SystemUser loaded
  RT::Init();

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



From fran at cis.uab.edu  Sat Sep 26 08:15:54 2009
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Sat, 26 Sep 2009 07:15:54 -0500
Subject: [rt-users] timeworked.pl requires every extension lib to be
	added?
In-Reply-To: <1F739FAC-A313-403A-9FAC-87BCFE769BF5@netconsonance.com>
References: <A0DF75F3-6177-4908-8FEC-4762E7A91DE8@netconsonance.com>
	<4ABD8034.2000705@cis.uab.edu>
	<1F739FAC-A313-403A-9FAC-87BCFE769BF5@netconsonance.com>
Message-ID: <4ABE05FA.7030007@cis.uab.edu>


Jo,

Ah, that chunk of lib handling code is snagged from some of the RT code 
- that could be the cause of the issue, I don't have too many added 
plugins in my RT instance so perhaps that's why I am not seeing what you 
are.   I think you may be the first person to have tested it who has a 
lot of added plugins, since this is the first report.  I am sorry it was 
frustrating for you, but thanks for helping test. :-)

I am working on doing this over as an integrated RT extension so you may 
be interested in waiting for that.  By virtue of being an extension, it 
doesn't have to worry about any of this.  I'm only a couple of days away 
from being finished with it.  I do plan to maintain the CLI version as 
well, however.  I will take a look at your patch and see if I can clean 
up the script.

As I said when I first released it, this is my first attempt at doing 
anything with the RT API, so be gentle. :-)

-Fran

Jo Rhett wrote:
> On Sep 25, 2009, at 7:45 PM, Fran Fabrizio wrote:
>> I did not experience that, the version I shared on the list is 
>> exactly as it runs in my environment, it must be something specific 
>> to your RT setup if you are needing to add multiple entries to the 
>> use lib line. Others on the list have also used it successfully 
>> without having that issue.  Are you sure you are putting the root 
>> directory of the RT libs, and not the full path to each and every lib?
>
> My original line pointed only to the root install of RT: 
> /u/rtweb/rt38/lib in this case.
>
>> As far as which modules are required - that's largely a function of 
>> RT modules using other RT modules - it's not me using them directly.  
>> I use only a handful, as you can see from the code.
>
> No, these aren't modules used by RT -- they are plugins I have loaded 
> into my RT instance.   RT finds all the libraries for them just 
> fine.   Why don't you use the same logic?  Or frankly, why do you need 
> to load these extensions at all?   I suspect that you need to ignore 
> the modules specified in Set( @Plugins, .... );   (this is what it is 
> trying to load, and I can't think of why timeworked.pl needs these 
> modules.
>
>> It's pretty standard perl use lib methodology I am using, I am not 
>> doing anything fancy or unusual.  It just needs to be pointed to the 
>> root of wherever you installed your RT libs.
>
>
> Yes, it is.   I'm quite familiar with "use lib" having been using it 
> for, oh, is it 15 years now? ;-)
>
> It seems you might not have understood so let me be very clear:
>
> 1. You are including RT.pm
> 2. Some part of the initialization seems to be including all the 
> library modules.
> 3. You should either disable/force this not to happen, or do the same 
> initialization that occurs such that these modules will be loaded 
> without explicitly listing each one in "use lib".
>
> Below is a patch which works fine for me, and I believe you should 
> probably implement in the published version.  All it does is clear the 
> "Plugins" array after loading the configuration but before calling 
> Init(), which avoids having timeworked.pl load extensions it doesn't 
> need.   On our system it made timeworked.pl visibly faster to the eye.
>
> --- timeworked.pl_orig  2009-09-26 01:22:43.000000000 -0700
> +++ timeworked.pl       2009-09-26 01:23:01.000000000 -0700
> @@ -238,6 +238,9 @@
>  # Load the config file
>  RT::LoadConfig();
>
> +# Override/Ignore any configured plugins
> +RT::Config->Set( 'Plugins' => '' );
> +
>  # Connect to the database and get RT::SystemUser loaded
>  RT::Init();
>


-- 
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 jpierce at cambridgeenergyalliance.org  Sat Sep 26 12:53:07 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Sat, 26 Sep 2009 12:53:07 -0400
Subject: [rt-users] Problem setting up RT-mailgate
In-Reply-To: <000001ca3e69$c2811c90$478355b0$@co.za>
References: <000001ca3e69$c2811c90$478355b0$@co.za>
Message-ID: <be7163f0909260953yf3b58dej7623e371974b05c4@mail.gmail.com>

> rt: "|/usr/bin/rt-mailgate --queue villas --action comment --url
> http://cat.getmyip.com"
..
> Sep 25 19:54:19 cat postfix/local[17571]: C8C87BEE001:
> to=<rt at cat.getmyip.com>, relay=local, delay=0.5, delays=0.18/0.01/0/0.31,
> dsn=4.3.0, status=deferred (temporary failure. Command output: An Error
> Occurred =================? 404 Not Found )

And can you access RT at http://cat.getmyip.com from the machine
itself? It would seem not, that's what you need to fix, tell
rt-mailgate where RT really is.

The probable problem is that the server cannot resolve its own name.

> whereis request-tracker3.6:
If you're setting up a new installation you shouldn't really be
installing 3.6, Ubuntu packages be damned.


From bouncyinc at gmail.com  Sat Sep 26 12:58:36 2009
From: bouncyinc at gmail.com (John Haggerty)
Date: Sat, 26 Sep 2009 10:58:36 -0600
Subject: [rt-users] Problem setting up RT-mailgate
In-Reply-To: <be7163f0909260953yf3b58dej7623e371974b05c4@mail.gmail.com>
References: <000001ca3e69$c2811c90$478355b0$@co.za>
	<be7163f0909260953yf3b58dej7623e371974b05c4@mail.gmail.com>
Message-ID: <b2332f330909260958v1f08f8c3s23f637936ec24c39@mail.gmail.com>

I'm just curious is this bad that Unbuntu has this setup. I did the same
thing and it works.

On Sat, Sep 26, 2009 at 10:53 AM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

> > rt: "|/usr/bin/rt-mailgate --queue villas --action comment --url
> > http://cat.getmyip.com"
> ..
> > Sep 25 19:54:19 cat postfix/local[17571]: C8C87BEE001:
> > to=<rt at cat.getmyip.com>, relay=local, delay=0.5,
> delays=0.18/0.01/0/0.31,
> > dsn=4.3.0, status=deferred (temporary failure. Command output: An Error
> > Occurred =================  404 Not Found )
>
> And can you access RT at http://cat.getmyip.com from the machine
> itself? It would seem not, that's what you need to fix, tell
> rt-mailgate where RT really is.
>
> The probable problem is that the server cannot resolve its own name.
>
> > whereis request-tracker3.6:
> If you're setting up a new installation you shouldn't really be
> installing 3.6, Ubuntu packages be damned.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090926/34c9e2a7/attachment.htm>

From jpierce at cambridgeenergyalliance.org  Sat Sep 26 13:05:45 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Sat, 26 Sep 2009 13:05:45 -0400
Subject: [rt-users] Problem setting up RT-mailgate
In-Reply-To: <b2332f330909260958v1f08f8c3s23f637936ec24c39@mail.gmail.com>
References: <000001ca3e69$c2811c90$478355b0$@co.za>
	<be7163f0909260953yf3b58dej7623e371974b05c4@mail.gmail.com> 
	<b2332f330909260958v1f08f8c3s23f637936ec24c39@mail.gmail.com>
Message-ID: <be7163f0909261005r6494cc64g826c5ee461808a6b@mail.gmail.com>

> I'm just curious is this bad that Unbuntu has this setup. I did the same
> thing and it works.
It's old software. Would you still install a 2.4 kernel, or Apache 1.3
(2.0 would be a better analogy except that 2.2 is fairly recent). If you
have no legacy system to support, use a modern system so that you
can take advantage of the newest features and support from the
community; there are still 3.6 installations but based on list traffic 3.8
is dominant.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From cobus7 at ananzi.co.za  Sat Sep 26 13:21:07 2009
From: cobus7 at ananzi.co.za (Cobus )
Date: Sat, 26 Sep 2009 19:21:07 +0200
Subject: [rt-users] Problem setting up RT-mailgate
In-Reply-To: <b2332f330909260958v1f08f8c3s23f637936ec24c39@mail.gmail.com>
References: <000001ca3e69$c2811c90$478355b0$@co.za>	
	<be7163f0909260953yf3b58dej7623e371974b05c4@mail.gmail.com>
	<b2332f330909260958v1f08f8c3s23f637936ec24c39@mail.gmail.com>
Message-ID: <000101ca3ecd$c6e40310$54ac0930$@co.za>

Jerrad was right, my internal network uses the IP address 10.0.0.11 instead
of the domain name that is used from the outside to find the machine. 

 

Regards,

Cobus

 

From: John Haggerty [mailto:bouncyinc at gmail.com] 
Sent: 26 September 2009 06:59 PM
To: Jerrad Pierce; bouncyinc.rt at gmail.com
Cc: Cobus ; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problem setting up RT-mailgate

 

I'm just curious is this bad that Unbuntu has this setup. I did the same
thing and it works.

On Sat, Sep 26, 2009 at 10:53 AM, Jerrad Pierce
<jpierce at cambridgeenergyalliance.org> wrote:

> rt: "|/usr/bin/rt-mailgate --queue villas --action comment --url
> http://cat.getmyip.com"

..

> Sep 25 19:54:19 cat postfix/local[17571]: C8C87BEE001:
> to=<rt at cat.getmyip.com>, relay=local, delay=0.5, delays=0.18/0.01/0/0.31,
> dsn=4.3.0, status=deferred (temporary failure. Command output: An Error
> Occurred =================  404 Not Found )

And can you access RT at http://cat.getmyip.com from the machine
itself? It would seem not, that's what you need to fix, tell
rt-mailgate where RT really is.

The probable problem is that the server cannot resolve its own name.

> whereis request-tracker3.6:
If you're setting up a new installation you shouldn't really be
installing 3.6, Ubuntu packages be damned.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090926/50636d3a/attachment.htm>

From jrhett at netconsonance.com  Sun Sep 27 02:19:55 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Sat, 26 Sep 2009 23:19:55 -0700
Subject: [rt-users] timeworked.pl requires every extension lib to be
	added?
In-Reply-To: <4ABE05FA.7030007@cis.uab.edu>
References: <A0DF75F3-6177-4908-8FEC-4762E7A91DE8@netconsonance.com>
	<4ABD8034.2000705@cis.uab.edu>
	<1F739FAC-A313-403A-9FAC-87BCFE769BF5@netconsonance.com>
	<4ABE05FA.7030007@cis.uab.edu>
Message-ID: <88BB9E98-462B-404D-A213-BEE069D3748E@netconsonance.com>

On Sep 26, 2009, at 5:15 AM, Fran Fabrizio wrote:
> Ah, that chunk of lib handling code is snagged from some of the RT  
> code - that could be the cause of the issue, I don't have too many  
> added plugins in my RT instance so perhaps that's why I am not  
> seeing what you are.   I think you may be the first person to have  
> tested it who has a lot of added plugins, since this is the first  
> report.  I am sorry it was frustrating for you, but thanks for  
> helping test. :-)

No worries.  I hope you put that in the CLI version, since there's no  
value in loading the plugins.   In fact, instead of calling Init() you  
may want to look at Init() and just do a few of those steps.   It will  
make the CLI version a lot slimmer and meaner ;-)

> I am working on doing this over as an integrated RT extension so you  
> may be interested in waiting for that.  By virtue of being an  
> extension, it doesn't have to worry about any of this.  I'm only a  
> couple of days away from being finished with it.  I do plan to  
> maintain the CLI version as well, however.  I will take a look at  
> your patch and see if I can clean up the script.

Unfortunately my last day at this company is Wednesday so I'm doing  
what I can for them before I leave ;-)

> As I said when I first released it, this is my first attempt at  
> doing anything with the RT API, so be gentle. :-)


No worries, sorry if I was ungentle.  I seem to come off more harsh  
than I intend.   It's not personal, it's very focused on the code/ 
problem/solution.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



From G.E.Fowler at lboro.ac.uk  Sun Sep 27 11:02:53 2009
From: G.E.Fowler at lboro.ac.uk (Graeme Fowler)
Date: Sun, 27 Sep 2009 16:02:53 +0100
Subject: [rt-users] rt 3.8.4 case sensitivity for e-mail addresses
In-Reply-To: <be7163f0909230918l14bbe411q2f4f705c3b0e029e@mail.gmail.com>
References: <ximss-6949548@frim.lboro.ac.uk>	<be7163f0909181005p42e6edferf03c8eddc3e40f3a@mail.gmail.com>
	<ximss-6998392@frim.lboro.ac.uk>
	<be7163f0909230918l14bbe411q2f4f705c3b0e029e@mail.gmail.com>
Message-ID: <4ABF7E9D.1040102@lboro.ac.uk>

Jerrad Pierce wrote:
> Well something's wacky with your installation.

It was indeed (I work with Garry)...

During the upgrade the application of the sql-queries script to modify 
various tables we got a bit of output saying:

"Duplicate entry '[chinese chars]' for key 2"

The script, however, seemed to complete. After a lot of digging on 
Friday to compare/contrast charsets, collations and so on I found that 
the Users table was mainly using data types of varbinary - it should be 
varchar.

Somehow, in the past, a user had been created on submission of a spam 
case which had a "nul" character in the email address or name. During 
conversion it appeared that the "nul" truncated the data used in the 
table's index, making it use the same first three chars as another entry.

To fix it I had to drop the index, find the duplicates, shred them (so 
they were fully removed), recreate the index, then complete the table's 
conversion. Following that we had to reassign cases, transactions and so 
on to the right principals and then remove several others. It ended up 
being stupidly long-winded, and all because we didn't fully understand 
the original warning message.

We now have no case sensitivity (which is a relief!).

Graeme


From mailinglists at e-tera.com  Mon Sep 28 03:55:05 2009
From: mailinglists at e-tera.com (mailinglists)
Date: Mon, 28 Sep 2009 09:55:05 +0200
Subject: [rt-users] list unprivileged users
In-Reply-To: <be7163f0909210851u628deb6alb6635d74f3bb2928@mail.gmail.com>
References: <885d981e0909181055y6ed6c4a7o3c69e10166e5b446@mail.gmail.com>
	<39A20BAEB14A6344A0646DD5C8F98D4B06971444A2@RCLTEXCMS02.resource.hearstcorp.com>
	<be7163f0909181238x72fb82c7n654ce0f7a9635548@mail.gmail.com>
	<4AB798FA.6030808@e-tera.com>
	<be7163f0909210851u628deb6alb6635d74f3bb2928@mail.gmail.com>
Message-ID: <4AC06BD9.5060806@e-tera.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090928/56050452/attachment.htm>

From jbaten at onvz.nl  Mon Sep 28 07:14:12 2009
From: jbaten at onvz.nl (Jeroen Baten)
Date: Mon, 28 Sep 2009 13:14:12 +0200
Subject: [rt-users] how to check for existence of user from scrip
Message-ID: <1254136452.6444.2.camel@localhost>

Hello,

I am making a script that does an auto-assignment based on the contents
of the email.

How can I check in a scrip whether a certain userid already exists?

kind regards,

-- 
Met vriendelijke groet,
ONVZ Zorgverzekeraar

Jeroen Baten
Stafmedewerker Automatisering

De Molen 66
Postbus 392
3990 GD  Houten

Tel: 030 639 65 08
Fax: 030 639 63 25


Deze e-Mail en de inhoud daarvan  is vertrouwelijk. Indien dit bericht niet voor u bestemd is, verzoeken wij u vriendelijk deze e-mail direct aan ons te retourneren en daarna te verwijderen. Openbaarmaking, vermenigvuldiging, verstrekking en/of gebruik door derden van dit e-mail bericht en/of informatie is niet toegestaan. De verzender sluit elke aansprakelijkheid uit in verband met het niet juist, onvolledig of niet tijdig overkomen van de informatie in deze e-mail.

Deze e-mail is gecontroleerd op virussen. 


From torsten04 at nurfuerspam.de  Mon Sep 28 09:24:31 2009
From: torsten04 at nurfuerspam.de (Torsten Olschewski)
Date: Mon, 28 Sep 2009 15:24:31 +0200
Subject: [rt-users] RT Upgrade 3.0.6 -> 3.8.5 database problem
Message-ID: <4AC0B90F.3040700@nurfuerspam.de>

Hi all,

Upgrade of RT software is done without problems following the README
file.

But upgrading the MySQL Database makes one problem with importing the
SQL file generated by upgrade-mysql-schema.pl at point 6 in
UPGRADING.mysql. If I import the SQL file with

mysql -u root -p rt3 < sql.queries

the command stops with the following error:

ERROR 1062 (23000) at line 220: Duplicate entry '?????-?????????' for key 2

Line 220 and following in sql.queries:
ALTER TABLE Users
   MODIFY WebEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY AuthSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY MobilePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY WorkPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY PagerPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY ExternalContactInfoId VARCHAR(100) CHARACTER SET utf8 NULL
DEFAULT NULL,
   MODIFY ContactInfoSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT
NULL,
   MODIFY HomePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY Address1 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY Comments TEXT CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY FreeformContactInfo TEXT CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY Signature TEXT CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY Gecos VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY Country VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT '';

I'm not a MySQL expert. Does the script break at the first error and
corrupted the database? Or do i have "only" some data with wrong
character set?

After that i can upgrade the database with rt-setup-database to
RT version 3.8.5 and login normaly without problems.

Google has led me to this:

http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg17534.html

Maybe I can play with MySQL collation but how can I find users with
wrong names?


old system:
SLES9 32bit
RT 3.0.6
Perl 5.8.3
MySQL 5.0.51a
Apache 1.3
ModPerl1

new system:
SLES10SP2 64bit
RT 3.8.6
Perl 5.8.8
MySQL 5.0.67 x86_64
Apache 2.2
ModPerl2


--
regards

Torsten







From ballmann at patronas.de  Mon Sep 28 09:42:57 2009
From: ballmann at patronas.de (Bastian Ballmann)
Date: Mon, 28 Sep 2009 15:42:57 +0200
Subject: [rt-users] Update owner before comment
Message-ID: <4AC0BD61.3010602@patronas.de>

Hi list,

in the Ticket/Update view one can set a new owner and add a comment,
but the comment is added before the new owner is set.

Can I modify this behaviour? I want RT to first update the owner and
than set the comment and execute Scrips.

If this cannot be done with configuration or callbacks please point me
to a piece of source code where I can modify this.

Thanks in advance & have a nice day

Basti

-- 
Bastian Ballmann

PATRONAS Financial Systems GmbH
Schnewlinstr 4
79098 Freiburg

fon +49 (0)761 400688-19
fax +49 (0)761 400688-50

ballmann at patronas.de
http://www.patronas.de

Amtsgericht Freiburg, HRB 7212
Gesch?ftsf?hrung: Heribert Steuer, Carsten Osswald

This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden.



From ruslan.zakirov at gmail.com  Mon Sep 28 11:12:36 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 28 Sep 2009 19:12:36 +0400
Subject: [rt-users] RT Upgrade 3.0.6 -> 3.8.5 database problem
In-Reply-To: <4AC0B90F.3040700@nurfuerspam.de>
References: <4AC0B90F.3040700@nurfuerspam.de>
Message-ID: <589c94400909280812p4a6b6ed1v20748eb4865d78c8@mail.gmail.com>

Hello Torsten,

This happens when Name in the Users table contains duplicate values in
terms of case-sensetivity or incorrect UTF-8 data that gets converted
to empty string.

You either have two users with name '?????-?????????' spelled in
different case or this value is not UTF-8, but cp1251, koi8-r or may
be cp866. The latter may happen because of spam.

On Mon, Sep 28, 2009 at 5:24 PM, Torsten Olschewski
<torsten04 at nurfuerspam.de> wrote:
> Hi all,
>
> Upgrade of RT software is done without problems following the README
> file.
>
> But upgrading the MySQL Database makes one problem with importing the
> SQL file generated by upgrade-mysql-schema.pl at point 6 in
> UPGRADING.mysql. If I import the SQL file with
>
> mysql -u root -p rt3 < sql.queries
>
> the command stops with the following error:
>
> ERROR 1062 (23000) at line 220: Duplicate entry '?????-?????????' for key 2
>
> Line 220 and following in sql.queries:
> ALTER TABLE Users
> ? MODIFY WebEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL,
> ? MODIFY AuthSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY MobilePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY WorkPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY PagerPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY ExternalContactInfoId VARCHAR(100) CHARACTER SET utf8 NULL
> DEFAULT NULL,
> ? MODIFY ContactInfoSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT
> NULL,
> ? MODIFY HomePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY Address1 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY Comments TEXT CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL,
> ? MODIFY FreeformContactInfo TEXT CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL,
> ? MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL,
> ? MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY Signature TEXT CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL,
> ? MODIFY Gecos VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY Country VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL,
> ? MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT '';
>
> I'm not a MySQL expert. Does the script break at the first error and
> corrupted the database? Or do i have "only" some data with wrong
> character set?
>
> After that i can upgrade the database with rt-setup-database to
> RT version 3.8.5 and login normaly without problems.
>
> Google has led me to this:
>
> http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg17534.html
>
> Maybe I can play with MySQL collation but how can I find users with
> wrong names?
>
>
> old system:
> SLES9 32bit
> RT 3.0.6
> Perl 5.8.3
> MySQL 5.0.51a
> Apache 1.3
> ModPerl1
>
> new system:
> SLES10SP2 64bit
> RT 3.8.6
> Perl 5.8.8
> MySQL 5.0.67 x86_64
> Apache 2.2
> ModPerl2
>
>
> --
> regards
>
> Torsten
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Mon Sep 28 11:15:28 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 28 Sep 2009 19:15:28 +0400
Subject: [rt-users] how to check for existence of user from scrip
In-Reply-To: <1254136452.6444.2.camel@localhost>
References: <1254136452.6444.2.camel@localhost>
Message-ID: <589c94400909280815hdd54e81v25a29834a8a86992@mail.gmail.com>

Hello Jeroen,

my $user = RT::User->new( $CurrentUser );
$user->Load( $user_id_or_name );
if ( $user->id ) {
  ... exists ...
} else {
  ... doesn't ...
}

Check more examples on wiki to figure out what is CurrentUser and look
at POD of RT::User to find more Load* methods.

2009/9/28 Jeroen Baten <jbaten at onvz.nl>:
> Hello,
>
> I am making a script that does an auto-assignment based on the contents
> of the email.
>
> How can I check in a scrip whether a certain userid already exists?
>
> kind regards,
>
> --
> Met vriendelijke groet,
> ONVZ Zorgverzekeraar
>
> Jeroen Baten
> Stafmedewerker Automatisering
>
> De Molen 66
> Postbus 392
> 3990 GD ?Houten
>
> Tel: 030 639 65 08
> Fax: 030 639 63 25
>
>
> Deze e-Mail en de inhoud daarvan ?is vertrouwelijk. Indien dit bericht niet voor u bestemd is, verzoeken wij u vriendelijk deze e-mail direct aan ons te retourneren en daarna te verwijderen. Openbaarmaking, vermenigvuldiging, verstrekking en/of gebruik door derden van dit e-mail bericht en/of informatie is niet toegestaan. De verzender sluit elke aansprakelijkheid uit in verband met het niet juist, onvolledig of niet tijdig overkomen van de informatie in deze e-mail.
>
> Deze e-mail is gecontroleerd op virussen.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jesse at bestpractical.com  Mon Sep 28 11:32:03 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Sep 2009 11:32:03 -0400
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <1930702A-FC0D-4577-BC05-872A39159D2C@apple.com>
References: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
	<1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>
	<20090925164632.GH1635@bestpractical.com>
	<F07142D0-5871-43E3-BEE9-25363C147F1A@apple.com>
	<6C5E5858-4AD1-43A1-9C94-ADEFA78D5F07@apple.com>
	<BE481D3B-0AF8-4FE3-8A92-7A816677D4ED@apple.com>
	<0B65C367-DD74-485D-BD81-715098A1923C@apple.com>
	<20090925234349.GN1635@bestpractical.com>
	<1930702A-FC0D-4577-BC05-872A39159D2C@apple.com>
Message-ID: <20090928153203.GP1635@bestpractical.com>




On Fri, Sep 25, 2009 at 06:28:09PM -0700, Behzad Mahini wrote:
> Here is what I received (and 12 matches with the id for my 'root')
> 
> [Sat Sep 26 01:25:15 2009] [warning]: 12 at ./replace_password.pl line  
> 15. (./replace_password.pl:15)
> [Sat Sep 26 01:25:15 2009] [warning]: 0That is already the current  
> value at ./replace_password.pl line 20. (./replace_password.pl:20)
> 

Have you configured any sort of external authentication for RT or made
any other code customizations?


From mahini at apple.com  Mon Sep 28 11:42:11 2009
From: mahini at apple.com (Behzad Mahini)
Date: Mon, 28 Sep 2009 08:42:11 -0700
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <20090928153203.GP1635@bestpractical.com>
References: <76404F82-DF50-448A-A836-74B0D74A7C1D@apple.com>
	<1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>
	<20090925164632.GH1635@bestpractical.com>
	<F07142D0-5871-43E3-BEE9-25363C147F1A@apple.com>
	<6C5E5858-4AD1-43A1-9C94-ADEFA78D5F07@apple.com>
	<BE481D3B-0AF8-4FE3-8A92-7A816677D4ED@apple.com>
	<0B65C367-DD74-485D-BD81-715098A1923C@apple.com>
	<20090925234349.GN1635@bestpractical.com>
	<1930702A-FC0D-4577-BC05-872A39159D2C@apple.com>
	<20090928153203.GP1635@bestpractical.com>
Message-ID: <6AE3669C-BD67-429D-9B43-2B5E916F9E55@apple.com>

None whatsoever. Everything was working fine prior to the ModifySelf  
change of mine, and all I wanted to do was grant my users the  
privilege to be able to change their own passwords, using:

	Configuration > Global > User Rights > user_xyz was Granted ModifySelf

-Behzad


On Sep 28, 2009, at 8:32 AM, Jesse Vincent wrote:

>
>
>
> On Fri, Sep 25, 2009 at 06:28:09PM -0700, Behzad Mahini wrote:
>> Here is what I received (and 12 matches with the id for my 'root')
>>
>> [Sat Sep 26 01:25:15 2009] [warning]: 12 at ./replace_password.pl  
>> line
>> 15. (./replace_password.pl:15)
>> [Sat Sep 26 01:25:15 2009] [warning]: 0That is already the current
>> value at ./replace_password.pl line 20. (./replace_password.pl:20)
>>
>
> Have you configured any sort of external authentication for RT or made
> any other code customizations?



From jesse at bestpractical.com  Mon Sep 28 11:44:59 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Sep 2009 11:44:59 -0400
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <6AE3669C-BD67-429D-9B43-2B5E916F9E55@apple.com>
References: <1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>
	<20090925164632.GH1635@bestpractical.com>
	<F07142D0-5871-43E3-BEE9-25363C147F1A@apple.com>
	<6C5E5858-4AD1-43A1-9C94-ADEFA78D5F07@apple.com>
	<BE481D3B-0AF8-4FE3-8A92-7A816677D4ED@apple.com>
	<0B65C367-DD74-485D-BD81-715098A1923C@apple.com>
	<20090925234349.GN1635@bestpractical.com>
	<1930702A-FC0D-4577-BC05-872A39159D2C@apple.com>
	<20090928153203.GP1635@bestpractical.com>
	<6AE3669C-BD67-429D-9B43-2B5E916F9E55@apple.com>
Message-ID: <20090928154459.GQ1635@bestpractical.com>




On Mon, Sep 28, 2009 at 08:42:11AM -0700, Behzad Mahini wrote:
> None whatsoever. Everything was working fine prior to the ModifySelf  
> change of mine, and all I wanted to do was grant my users the  
> privilege to be able to change their own passwords, using:
> 
> 	Configuration > Global > User Rights > user_xyz was Granted 
> 	ModifySelf

Can any of your other users log in?
> 
> -Behzad
> 
> 
> On Sep 28, 2009, at 8:32 AM, Jesse Vincent wrote:
> 
> >
> >
> >
> >On Fri, Sep 25, 2009 at 06:28:09PM -0700, Behzad Mahini wrote:
> >>Here is what I received (and 12 matches with the id for my 'root')
> >>
> >>[Sat Sep 26 01:25:15 2009] [warning]: 12 at ./replace_password.pl  
> >>line
> >>15. (./replace_password.pl:15)
> >>[Sat Sep 26 01:25:15 2009] [warning]: 0That is already the current
> >>value at ./replace_password.pl line 20. (./replace_password.pl:20)
> >>
> >
> >Have you configured any sort of external authentication for RT or made
> >any other code customizations?
> 

-- 


From mahini at apple.com  Mon Sep 28 11:52:35 2009
From: mahini at apple.com (Behzad Mahini)
Date: Mon, 28 Sep 2009 08:52:35 -0700
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <4E10B65A-DAD5-4125-A3DD-76486A4A89DB@apple.com>
References: <1B9BA998-0EBF-4EFA-9FE6-E985B208CE06@apple.com>
	<20090925164632.GH1635@bestpractical.com>
	<F07142D0-5871-43E3-BEE9-25363C147F1A@apple.com>
	<6C5E5858-4AD1-43A1-9C94-ADEFA78D5F07@apple.com>
	<BE481D3B-0AF8-4FE3-8A92-7A816677D4ED@apple.com>
	<0B65C367-DD74-485D-BD81-715098A1923C@apple.com>
	<20090925234349.GN1635@bestpractical.com>
	<1930702A-FC0D-4577-BC05-872A39159D2C@apple.com>
	<20090928153203.GP1635@bestpractical.com>
	<6AE3669C-BD67-429D-9B43-2B5E916F9E55@apple.com>
	<20090928154459.GQ1635@bestpractical.com>
	<4E10B65A-DAD5-4125-A3DD-76486A4A89DB@apple.com>
Message-ID: <37371668-8B08-4C7B-88BA-2E69B26735ED@apple.com>

Only the un-privilged ones.

-Behzad
On Sep 28, 2009, at 8:50 AM, Behzad Mahini wrote:

> Only the un-privilged ones.
>
> -Behzad
> On Sep 28, 2009, at 8:44 AM, Jesse Vincent wrote:
>
>>
>>
>>
>> On Mon, Sep 28, 2009 at 08:42:11AM -0700, Behzad Mahini wrote:
>>> None whatsoever. Everything was working fine prior to the ModifySelf
>>> change of mine, and all I wanted to do was grant my users the
>>> privilege to be able to change their own passwords, using:
>>>
>>> 	Configuration > Global > User Rights > user_xyz was Granted
>>> 	ModifySelf
>>
>> Can any of your other users log in?
>>>
>>> -Behzad
>>>
>>>
>>> On Sep 28, 2009, at 8:32 AM, Jesse Vincent wrote:
>>>
>>>>
>>>>
>>>>
>>>> On Fri, Sep 25, 2009 at 06:28:09PM -0700, Behzad Mahini wrote:
>>>>> Here is what I received (and 12 matches with the id for my 'root')
>>>>>
>>>>> [Sat Sep 26 01:25:15 2009] [warning]: 12 at ./replace_password.pl
>>>>> line
>>>>> 15. (./replace_password.pl:15)
>>>>> [Sat Sep 26 01:25:15 2009] [warning]: 0That is already the current
>>>>> value at ./replace_password.pl line 20. (./replace_password.pl:20)
>>>>>
>>>>
>>>> Have you configured any sort of external authentication for RT or  
>>>> made
>>>> any other code customizations?
>>>
>>
>> -- 
>



From allen+rtlist at crystalfontz.com  Mon Sep 28 12:53:54 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Mon, 28 Sep 2009 09:53:54 -0700
Subject: [rt-users] timeworked.pl requires every extension lib to be
	added?
Message-ID: <885d981e0909280953y2b8b4441p7c005725c325cc48@mail.gmail.com>

>
> My original line pointed only to the root install of RT: /u/rtweb/rt38/
> lib in this case.
>

I also have a lot of plugins and this is the "use lib" line that was
needed to cover them all:

    use lib qw(/usr/local/share/request-tracker3.8/lib
/usr/share/request-tracker3.8/lib);


That is for Ubuntu Server, where RT is installed by "apt-get" in
/usr/share/request-tracker3.8/ and the "local" customizations,
including plugins, are under /usr/local/share/request-tracker3.8

A


From Rich.West at wesmo.com  Mon Sep 28 13:24:38 2009
From: Rich.West at wesmo.com (Rich West)
Date: Mon, 28 Sep 2009 13:24:38 -0400
Subject: [rt-users] Scrip to send original ticket request contents upon
	resolve
Message-ID: <4AC0F156.7010106@wesmo.com>

I'm having trouble locating exactly how to do this, but I was looking
for a way to create a script (or process) to sent the "resolved" email
message which includes the original ticket content at the end of the
message.

I thought about modifying the current scrip since the 11 queues we have
all want this change, but I'm not exactly sure how it would be coded
within the web interface..

-Rich


From falcone at bestpractical.com  Mon Sep 28 13:33:43 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Sep 2009 13:33:43 -0400
Subject: [rt-users] timeworked.pl requires every extension lib to be
 added?
In-Reply-To: <885d981e0909280953y2b8b4441p7c005725c325cc48@mail.gmail.com>
References: <885d981e0909280953y2b8b4441p7c005725c325cc48@mail.gmail.com>
Message-ID: <20090928173343.GA53612@jibsheet.com>

On Mon, Sep 28, 2009 at 09:53:54AM -0700, Allen wrote:
> >
> > My original line pointed only to the root install of RT: /u/rtweb/rt38/
> > lib in this case.
> >
> 
> I also have a lot of plugins and this is the "use lib" line that was
> needed to cover them all:
> 
>     use lib qw(/usr/local/share/request-tracker3.8/lib
> /usr/share/request-tracker3.8/lib);
> 
> 
> That is for Ubuntu Server, where RT is installed by "apt-get" in
> /usr/share/request-tracker3.8/ and the "local" customizations,
> including plugins, are under /usr/local/share/request-tracker3.8

If you want RT::Init() RT::LoadCOnfig() to load your plugins, you do
need to add the local lib to your use lib or RT won't pick up the
plugin lib paths.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090928/42901ada/attachment.sig>

From Mike.Johnson at NorMed.ca  Mon Sep 28 14:01:40 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Mon, 28 Sep 2009 14:01:40 -0400
Subject: [rt-users] Custom Field validation rules
Message-ID: <4AC0C1C5.4EF5.001E.0@NorMed.ca>

What version of RT was validation rules for custom fields added?
 
I've done some googling, and I found that 3.8 definitely has the ability to make fields manditory, as well as using regular expressions to validate the data entered in them all done through the web interface.
 
I'm just curious as to what version of RT that was added.  I went to Best Practical's site and couldn't find a patch log type of thing for me to search through :D
 
Thanks!
 
 
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090928/14bfd477/attachment.htm>

From dgriffi at cs.csubak.edu  Mon Sep 28 14:34:18 2009
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Mon, 28 Sep 2009 11:34:18 -0700 (PDT)
Subject: [rt-users] users setting custom fields
Message-ID: <alpine.DEB.1.10.0909281125210.22771@sleipnir.cs.csubak.edu>


I would like to allow users to set the custom fields when only they file a 
trouble ticket.  Thereafter, only members of the Helpdesk group should be 
allowed to alter the custom fields (eg, the user misidentified his 
workstation's hardware).  My Helpdesk queue follows the Yoyodyne example 
from the "RT Essentials" book.  Other permissions set are 
"AssignCustomFields" and "SeeCustomFields" for unprivileged users (aka 
users who's only interaction with the ticket system is for the helpdesk). 
These permission flags do not appear selectable on a queue-by-queue basis, 
which is what I think I really want (is that the wrong idea?).  Anyhow, 
despite these settings, unprivileged users are not allowed to set the 
custom fields.  Would someone please help me?

-- 
David Griffith
dgriffi at cs.csubak.edu


From torsten04 at nurfuerspam.de  Mon Sep 28 14:50:28 2009
From: torsten04 at nurfuerspam.de (Torsten Olschewski)
Date: Mon, 28 Sep 2009 20:50:28 +0200
Subject: [rt-users] RT Upgrade 3.0.6 -> 3.8.5 database problem
In-Reply-To: <589c94400909280812p4a6b6ed1v20748eb4865d78c8@mail.gmail.com>
References: <4AC0B90F.3040700@nurfuerspam.de>
	<589c94400909280812p4a6b6ed1v20748eb4865d78c8@mail.gmail.com>
Message-ID: <20090928185028.77420@gmx.net>

Hi Ruslan,

> This happens when Name in the Users table contains duplicate values in
> terms of case-sensetivity or incorrect UTF-8 data that gets converted
> to empty string.
> 
> You either have two users with name '?????-?????????'
> spelled in
> different case or this value is not UTF-8, but cp1251, koi8-r or may
> be cp866. The latter may happen because of spam.

I'am not a MySQL guru. How can I find this users or how can I fix this
problem? There are about 30k users. Most of them from spam mail.

Can I use the option --with-charset=binary with mysqldump to
export the old database? 


Thanks and regards
Torsten

-- 
GRATIS f?r alle GMX-Mitglieder: Die maxdome Movie-FLAT!
Jetzt freischalten unter http://portal.gmx.net/de/go/maxdome01


From G.E.Fowler at lboro.ac.uk  Mon Sep 28 14:56:45 2009
From: G.E.Fowler at lboro.ac.uk (Graeme Fowler)
Date: Mon, 28 Sep 2009 19:56:45 +0100
Subject: [rt-users] RT Upgrade 3.0.6 -> 3.8.5 database problem
In-Reply-To: <20090928185028.77420@gmx.net>
References: <4AC0B90F.3040700@nurfuerspam.de>	<589c94400909280812p4a6b6ed1v20748eb4865d78c8@mail.gmail.com>
	<20090928185028.77420@gmx.net>
Message-ID: <4AC106ED.4050804@lboro.ac.uk>

Torsten Olschewski wrote:
> I'am not a MySQL guru. How can I find this users or how can I fix this
> problem? There are about 30k users. Most of them from spam mail.

Try this MySQL query:

SELECT COUNT(*), id, Name, EmailAddress from Users GROUP BY EmailAddress 
HAVING COUNT(*) > 1 order by Name, EmailAddress;

That'll return a list of all the users with identical email addresses. 
You will then have to decide what to do with them - if they have only 
spam (or no) tickets, you can shred them without any danger.

Graeme


From kmckinnis at tivo.com  Mon Sep 28 14:58:28 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Mon, 28 Sep 2009 11:58:28 -0700
Subject: [rt-users] Time in logs not matching system time
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6398@RCLTEXCMS02.resource.hearstcorp.com>
References: <79E0423E511EB7469840F12A98F81BC804892FF11A@CORPEX01.Tivo.com>
	<39A20BAEB14A6344A0646DD5C8F98D4B06979D6398@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: <79E0423E511EB7469840F12A98F81BC804892FF121@CORPEX01.Tivo.com>

That seems to be as designed. At least, that's what I was told when I asked this same question last year. Slightly annoying but you get used to it.

-----Original Message-----
From: Lander, Scott [mailto:slander at hearstsc.com] 
Sent: Monday, September 28, 2009 11:54 AM
To: Kimberly McKinnis; 'smcclure at rice.edu'; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Time in logs not matching system time

Hmm in syslog, it logs the correct time:

Sep 28 14:46:18 MyHelpDesk RT: Ticket 327 created in queue 'Monitoring' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)

While in the rt.log file it logs in UTC:

[Mon Sep 28 18:46:18 2009] [info]: Ticket 327 created in queue 'Monitoring' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)


Logging is currently set as:
# Logging
Set($LogToSyslog    , 'info');
Set($LogToScreen    , 'info');
Set($LogToFile      , 1);
Set($LogDir, 'var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log
Set($LogStackTraces, '');
Set(@LogToSyslogConf, ());
Set($StatementLog, '');
# End logging








-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Friday, September 25, 2009 6:48 PM
To: 'smcclure at rice.edu'; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Time in logs not matching system time

Isn't Chicago GMT -5? RT will always log in UTC no matter what you do, but setting the timezone effects the user interface.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Susan McClure
Sent: Friday, September 25, 2009 9:29 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Time in logs not matching system time

I have basically the same problem with the log 5 hours ahead. (I am CDT) I have a RHE Linux 5 system.
I have tried both of these in the RT_SiteConfig.pm without any change:

Set($Timezone, 'US/Central');
and
Set($Timezone , 'America/Chicago');

Interestingly, when httpd first starts up the log has the correct time, but as soon as it uses RT, the timestamp changes ahead 5 hours.
The name change occurs right after the last Apache 2.2.3 info notice about when the server was built.

Susie

-------
All,

    I am seeing a time in the rt log file that is 4 hours in advance of the system time  (system time is EDT).


IE

root at MyHelpDesk:/opt/rt3/var/log# date
Fri Sep 25 11:38:41 EDT 2009
root at MyHelpDesk:/opt/rt3/var/log# tail -f rt.log

[Fri Sep 25 15:39:58 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( HSCIDM_LDAP ): slander (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Fri Sep 25 15:39:58 2009] [warning]: disable (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1142)

So, the system time is 11:38, while the log time is 15:38 (ok, 15:39...)


My Rt_SiteConfig.pm has    Set($Timezone , 'US/Eastern');

Any one have any idea how to sync these up?

Thanks



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


End of RT-Users Digest, Vol 66, Issue 88
****************************************

!DSPAM:8,4abce92498521108712277!



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

Community help: http://wiki.bestpractical.com Commercial support: 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 e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------



From slander at hearstsc.com  Mon Sep 28 14:54:12 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Mon, 28 Sep 2009 14:54:12 -0400
Subject: [rt-users] Time in logs not matching system time
In-Reply-To: <79E0423E511EB7469840F12A98F81BC804892FF11A@CORPEX01.Tivo.com>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6398@RCLTEXCMS02.resource.hearstcorp.com>

Hmm in syslog, it logs the correct time:

Sep 28 14:46:18 MyHelpDesk RT: Ticket 327 created in queue 'Monitoring' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)

While in the rt.log file it logs in UTC:

[Mon Sep 28 18:46:18 2009] [info]: Ticket 327 created in queue 'Monitoring' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)


Logging is currently set as:
# Logging
Set($LogToSyslog    , 'info');
Set($LogToScreen    , 'info');
Set($LogToFile      , 1);
Set($LogDir, 'var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log
Set($LogStackTraces, '');
Set(@LogToSyslogConf, ());
Set($StatementLog, '');
# End logging








-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Friday, September 25, 2009 6:48 PM
To: 'smcclure at rice.edu'; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Time in logs not matching system time

Isn't Chicago GMT -5? RT will always log in UTC no matter what you do, but setting the timezone effects the user interface.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Susan McClure
Sent: Friday, September 25, 2009 9:29 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Time in logs not matching system time

I have basically the same problem with the log 5 hours ahead. (I am CDT) I have a RHE Linux 5 system.
I have tried both of these in the RT_SiteConfig.pm without any change:

Set($Timezone, 'US/Central');
and
Set($Timezone , 'America/Chicago');

Interestingly, when httpd first starts up the log has the correct time, but as soon as it uses RT, the timestamp changes ahead 5 hours.
The name change occurs right after the last Apache 2.2.3 info notice about when the server was built.

Susie

-------
All,

    I am seeing a time in the rt log file that is 4 hours in advance of the system time  (system time is EDT).


IE

root at MyHelpDesk:/opt/rt3/var/log# date
Fri Sep 25 11:38:41 EDT 2009
root at MyHelpDesk:/opt/rt3/var/log# tail -f rt.log

[Fri Sep 25 15:39:58 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( HSCIDM_LDAP ): slander (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Fri Sep 25 15:39:58 2009] [warning]: disable (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1142)

So, the system time is 11:38, while the log time is 15:38 (ok, 15:39...)


My Rt_SiteConfig.pm has    Set($Timezone , 'US/Eastern');

Any one have any idea how to sync these up?

Thanks



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


End of RT-Users Digest, Vol 66, Issue 88
****************************************

!DSPAM:8,4abce92498521108712277!



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

Community help: http://wiki.bestpractical.com Commercial support: 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 e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
------------------------------------------------------------------------------------



From falcone at bestpractical.com  Mon Sep 28 15:11:26 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Sep 2009 15:11:26 -0400
Subject: [rt-users] Custom Field validation rules
In-Reply-To: <4AC0C1C5.4EF5.001E.0@NorMed.ca>
References: <4AC0C1C5.4EF5.001E.0@NorMed.ca>
Message-ID: <20090928191126.GB53612@jibsheet.com>

On Mon, Sep 28, 2009 at 02:01:40PM -0400, Mike Johnson wrote:
>    What version of RT was validation rules for custom fields added?
> 
>    I've done some googling, and I found that 3.8 definitely has the ability to make fields
>    manditory, as well as using regular expressions to validate the data entered in them all done
>    through the web interface.
> 
>    I'm just curious as to what version of RT that was added.  I went to Best Practical's site and
>    couldn't find a patch log type of thing for me to search through :D

You'll find git log is your friend here, but there is an even simpler
solution for schema changes

rt/3.8/etc/upgrade (3.8-trunk)$ grep Pattern */schema*
3.3.0/schema.Oracle:ALTER TABLE CustomFields ADD Pattern VARCHAR2(255)
NULL;
3.3.0/schema.Pg:alter table CustomFields add column Pattern
varchar(255) NULL;
3.3.0/schema.mysql:alter table CustomFields add column Pattern
varchar(255) NULL;

They were later upgraded to >255 char fields

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090928/2db9582b/attachment.sig>

From todd at chaka.net  Mon Sep 28 15:23:53 2009
From: todd at chaka.net (Todd Chapman)
Date: Mon, 28 Sep 2009 15:23:53 -0400
Subject: [rt-users] Simple RT script makes Mysql Server go away
Message-ID: <519782dc0909281223q1ea1434dk41c32e7f96c11a85@mail.gmail.com>

All,

I am customizing RT to add an attribute to transactions that meet
certain criteria. The script below is meant to update all the existing
transactions but after a while the Mysal server goes away. Is there
anything obvious about the script causing this? Thanks!

#!/opt/perl/bin/perl

use strict;
use warnings;

use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RT::Transactions;;

RT::LoadConfig();
RT::Init();

my $last = 1;

for my $id ( (500_000, 1_000_000, 1_500_000, 2_000_000, 2_500_000,
3_000_000, 3_500_000, 4_000_000, 4_500_000,
            5_000_000, 5_500_000, 6_000_000, 6_500_000, 7_000_000,
7_500_000, 8_000_000, 8_500_000, 9_000_000,
            9_500_000, 10_000_000) ) {

    my $transactions = RT::Transactions->new( $RT::SystemUser );
    $transactions->Limit( FIELD => 'ObjectType', VALUE => "RT::Ticket" );
    $transactions->Limit( FIELD => 'Type', VALUE => "EmailRecord" );
    $transactions->Limit( FIELD => 'id', VALUE => $last, OPERATOR => ">=" );
    $transactions->Limit( FIELD => 'id', VALUE => $id, OPERATOR =>
"<", ENTRYAGGREGATOR => "AND" );

    while (my $trans = $transactions->Next) {

        my $ticket = $trans->Object;

        if ( $ticket->RequestorIsExternal ) {
            $trans->SetAttribute( Name => "ExternalEmail", Content => 1);
        }
    }

    $last = $id;

}


From jesse at bestpractical.com  Mon Sep 28 15:32:24 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Sep 2009 15:32:24 -0400
Subject: [rt-users] Simple RT script makes Mysql Server go away
In-Reply-To: <519782dc0909281223q1ea1434dk41c32e7f96c11a85@mail.gmail.com>
References: <519782dc0909281223q1ea1434dk41c32e7f96c11a85@mail.gmail.com>
Message-ID: <20090928193224.GU1635@bestpractical.com>




On Mon, Sep 28, 2009 at 03:23:53PM -0400, Todd Chapman wrote:
> All,
> 
> I am customizing RT to add an attribute to transactions that meet
> certain criteria. The script below is meant to update all the existing
> transactions but after a while the Mysal server goes away. Is there
> anything obvious about the script causing this? Thanks!

When one can make ones database server go away by issuing SQL
commands.... What's the mysql server's error log say?


From jesse at bestpractical.com  Mon Sep 28 15:57:27 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Sep 2009 15:57:27 -0400
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <37371668-8B08-4C7B-88BA-2E69B26735ED@apple.com>
References: <6C5E5858-4AD1-43A1-9C94-ADEFA78D5F07@apple.com>
	<BE481D3B-0AF8-4FE3-8A92-7A816677D4ED@apple.com>
	<0B65C367-DD74-485D-BD81-715098A1923C@apple.com>
	<20090925234349.GN1635@bestpractical.com>
	<1930702A-FC0D-4577-BC05-872A39159D2C@apple.com>
	<20090928153203.GP1635@bestpractical.com>
	<6AE3669C-BD67-429D-9B43-2B5E916F9E55@apple.com>
	<20090928154459.GQ1635@bestpractical.com>
	<4E10B65A-DAD5-4125-A3DD-76486A4A89DB@apple.com>
	<37371668-8B08-4C7B-88BA-2E69B26735ED@apple.com>
Message-ID: <20090928195727.GZ1635@bestpractical.com>




On Mon, Sep 28, 2009 at 08:52:35AM -0700, Behzad Mahini wrote:
> Only the un-privilged ones.

I'm stumped. Without looking into your RT, I'm not sure what's going
wrong.

> -Behzad
> On Sep 28, 2009, at 8:50 AM, Behzad Mahini wrote:
> 
> >Only the un-privilged ones.
> >
> >-Behzad
> >On Sep 28, 2009, at 8:44 AM, Jesse Vincent wrote:
> >
> >>
> >>
> >>
> >>On Mon, Sep 28, 2009 at 08:42:11AM -0700, Behzad Mahini wrote:
> >>>None whatsoever. Everything was working fine prior to the ModifySelf
> >>>change of mine, and all I wanted to do was grant my users the
> >>>privilege to be able to change their own passwords, using:
> >>>
> >>>	Configuration > Global > User Rights > user_xyz was Granted
> >>>	ModifySelf
> >>
> >>Can any of your other users log in?
> >>>
> >>>-Behzad
> >>>
> >>>
> >>>On Sep 28, 2009, at 8:32 AM, Jesse Vincent wrote:
> >>>
> >>>>
> >>>>
> >>>>
> >>>>On Fri, Sep 25, 2009 at 06:28:09PM -0700, Behzad Mahini wrote:
> >>>>>Here is what I received (and 12 matches with the id for my 'root')
> >>>>>
> >>>>>[Sat Sep 26 01:25:15 2009] [warning]: 12 at ./replace_password.pl
> >>>>>line
> >>>>>15. (./replace_password.pl:15)
> >>>>>[Sat Sep 26 01:25:15 2009] [warning]: 0That is already the current
> >>>>>value at ./replace_password.pl line 20. (./replace_password.pl:20)
> >>>>>
> >>>>
> >>>>Have you configured any sort of external authentication for RT or  
> >>>>made
> >>>>any other code customizations?
> >>>
> >>
> >>-- 
> >
> 

-- 


From ktm at rice.edu  Mon Sep 28 15:56:35 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 28 Sep 2009 14:56:35 -0500
Subject: [rt-users] Simple RT script makes Mysql Server go away
In-Reply-To: <519782dc0909281223q1ea1434dk41c32e7f96c11a85@mail.gmail.com>
References: <519782dc0909281223q1ea1434dk41c32e7f96c11a85@mail.gmail.com>
Message-ID: <20090928195635.GB26338@it.is.rice.edu>

Todd,

Checking the MySQL logs would help. One MySQL configuration parameter
that seems to cause behavior of this type is the connection timeout,
maybe it should be larger or the behavior disabled? Just an idea.

Cheers,
Ken

On Mon, Sep 28, 2009 at 03:23:53PM -0400, Todd Chapman wrote:
> All,
> 
> I am customizing RT to add an attribute to transactions that meet
> certain criteria. The script below is meant to update all the existing
> transactions but after a while the Mysal server goes away. Is there
> anything obvious about the script causing this? Thanks!
...


From todd at chaka.net  Mon Sep 28 16:30:20 2009
From: todd at chaka.net (Todd Chapman)
Date: Mon, 28 Sep 2009 16:30:20 -0400
Subject: [rt-users] Simple RT script makes Mysql Server go away
In-Reply-To: <20090928193224.GU1635@bestpractical.com>
References: <519782dc0909281223q1ea1434dk41c32e7f96c11a85@mail.gmail.com>
	<20090928193224.GU1635@bestpractical.com>
Message-ID: <519782dc0909281330p53829aabg25d629837b47d128@mail.gmail.com>

On Mon, Sep 28, 2009 at 3:32 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>
> On Mon, Sep 28, 2009 at 03:23:53PM -0400, Todd Chapman wrote:
>> All,
>>
>> I am customizing RT to add an attribute to transactions that meet
>> certain criteria. The script below is meant to update all the existing
>> transactions but after a while the Mysal server goes away. Is there
>> anything obvious about the script causing this? Thanks!
>
> When one can make ones database server go away by issuing SQL
> commands.... What's the mysql server's error log say?
>

Number of processes running now: 0
090928 16:18:27  mysqld restarted

Not very helpful. RT doesn't seem to recognize when the server goes
away and I get a lot of these on STDERR:

[Mon Sep 28 20:27:01 2009] [crit]: HasRight called with no valid
object (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
[Mon Sep 28 20:27:01 2009] [crit]: RT::Ticket=HASH(0x2ec83530) tried
to load a bogus ticket: 106681 (/opt/rt3/lib/RT/Ticket_Overlay.pm:258)

This is a development server so there is no load. I think maybe the
load or memory of the script is growing and causing slowness that
results in a timeout, but I can't say for certain and don't know how
to proceed.

Ideas?


From mahini at apple.com  Mon Sep 28 17:01:46 2009
From: mahini at apple.com (Behzad Mahini)
Date: Mon, 28 Sep 2009 14:01:46 -0700
Subject: [rt-users] ModifySelf Privilege Prevents Login
In-Reply-To: <20090928195727.GZ1635@bestpractical.com>
References: <6C5E5858-4AD1-43A1-9C94-ADEFA78D5F07@apple.com>
	<BE481D3B-0AF8-4FE3-8A92-7A816677D4ED@apple.com>
	<0B65C367-DD74-485D-BD81-715098A1923C@apple.com>
	<20090925234349.GN1635@bestpractical.com>
	<1930702A-FC0D-4577-BC05-872A39159D2C@apple.com>
	<20090928153203.GP1635@bestpractical.com>
	<6AE3669C-BD67-429D-9B43-2B5E916F9E55@apple.com>
	<20090928154459.GQ1635@bestpractical.com>
	<4E10B65A-DAD5-4125-A3DD-76486A4A89DB@apple.com>
	<37371668-8B08-4C7B-88BA-2E69B26735ED@apple.com>
	<20090928195727.GZ1635@bestpractical.com>
Message-ID: <6E46A8A0-E208-4EDB-906A-928B0CF09310@apple.com>

So in my situation, I have to do a re-installation of 3.8.4 (and RT-FM  
& RT-IR).  Are the following steps in the sequence listed below  
correct (if anything missing, please comment):

1) back up MySQL (mysqldump....)
2) backup (copy) my existing RT_SiteConfig.pm -- to replace the one  
that gets installed as part of the following steps
Using Ref:	http://wiki.bestpractical.com/view/ManualInstallation
3) Drop DB:
	make dropdb
4) No need to do another "make testdeps" & "make fixdeps" -- (as they  
were previously done)
5) Init DB:
	make install
	make initialize-database
6) Restore the database (backed up per step 1)
Question:
	If I restore the backedup database (per step 1), will I not again  
cause the same set of problems I had encountered before?
7) Stop & restart the Webserver (Apache).


Thanks,
Behzad

On Sep 28, 2009, at 12:57 PM, Jesse Vincent wrote:

>
>
>
> On Mon, Sep 28, 2009 at 08:52:35AM -0700, Behzad Mahini wrote:
>> Only the un-privilged ones.
>
> I'm stumped. Without looking into your RT, I'm not sure what's going
> wrong.
>
>> -Behzad
>> On Sep 28, 2009, at 8:50 AM, Behzad Mahini wrote:
>>
>>> Only the un-privilged ones.
>>>
>>> -Behzad
>>> On Sep 28, 2009, at 8:44 AM, Jesse Vincent wrote:
>>>
>>>>
>>>>
>>>>
>>>> On Mon, Sep 28, 2009 at 08:42:11AM -0700, Behzad Mahini wrote:
>>>>> None whatsoever. Everything was working fine prior to the  
>>>>> ModifySelf
>>>>> change of mine, and all I wanted to do was grant my users the
>>>>> privilege to be able to change their own passwords, using:
>>>>>
>>>>> 	Configuration > Global > User Rights > user_xyz was Granted
>>>>> 	ModifySelf
>>>>
>>>> Can any of your other users log in?
>>>>>
>>>>> -Behzad
>>>>>
>>>>>
>>>>> On Sep 28, 2009, at 8:32 AM, Jesse Vincent wrote:
>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>> On Fri, Sep 25, 2009 at 06:28:09PM -0700, Behzad Mahini wrote:
>>>>>>> Here is what I received (and 12 matches with the id for my  
>>>>>>> 'root')
>>>>>>>
>>>>>>> [Sat Sep 26 01:25:15 2009] [warning]: 12 at ./ 
>>>>>>> replace_password.pl
>>>>>>> line
>>>>>>> 15. (./replace_password.pl:15)
>>>>>>> [Sat Sep 26 01:25:15 2009] [warning]: 0That is already the  
>>>>>>> current
>>>>>>> value at ./replace_password.pl line 20. (./replace_password.pl: 
>>>>>>> 20)
>>>>>>>
>>>>>>
>>>>>> Have you configured any sort of external authentication for RT or
>>>>>> made
>>>>>> any other code customizations?
>>>>>
>>>>
>>>> -- 
>>>
>>
>
> -- 



From HelmuthRamirez at compupay.com  Mon Sep 28 17:01:46 2009
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Mon, 28 Sep 2009 17:01:46 -0400
Subject: [rt-users] Helpdesk Anthem
Message-ID: <08BB2997563E5A4388CA3E3275D469A801EAA9BA@EXMIAMI.compupay.com>

I wanted to share with everyone something that I've been working on.  It
is a short video.  The concept behind the video was taking a popular pop
song, and rewriting the lyrics to be "techy" and a music video to go
along with :)  As IT people, I think you can all appreciate it and
hopefully smile if not laugh at this.  Although not directly about RT,
it can be correlated to RT ;-)
 
http://www.youtube.com/watch?v=h9odfjQfcUk  

I hope you enjoy it!
 Cheers!
 Helmuth 



From jrhett at netconsonance.com  Mon Sep 28 20:09:49 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 28 Sep 2009 17:09:49 -0700
Subject: [rt-users] rename "Nobody" ?
Message-ID: <CC8FB4FE-97CC-4476-8E1E-0A910840A1BE@netconsonance.com>

One of the managers here wants to rename the Nobody user to have a  
different name.    Can this be done without a code change?

(I'm leaving SVcolo on 9/30 so custom code fixes aren't a good idea  
any more)

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090928/727a8754/attachment.htm>

From jesse at bestpractical.com  Mon Sep 28 21:29:48 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Sep 2009 21:29:48 -0400
Subject: [rt-users] rename "Nobody" ?
In-Reply-To: <CC8FB4FE-97CC-4476-8E1E-0A910840A1BE@netconsonance.com>
References: <CC8FB4FE-97CC-4476-8E1E-0A910840A1BE@netconsonance.com>
Message-ID: <20090929012948.GD1635@bestpractical.com>




On Mon, Sep 28, 2009 at 05:09:49PM -0700, Jo Rhett wrote:
> One of the managers here wants to rename the Nobody user to have a  
> different name.    Can this be done without a code change?

To a first sapproximation, no, you can't do that. It would take some
real work.
> 
> (I'm leaving SVcolo on 9/30 so custom code fixes aren't a good idea  
> any more)
> 
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
> 

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

-- 


From jrhett at netconsonance.com  Tue Sep 29 01:55:29 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 28 Sep 2009 22:55:29 -0700
Subject: [rt-users] rename "Nobody" ?
In-Reply-To: <20090929012948.GD1635@bestpractical.com>
References: <CC8FB4FE-97CC-4476-8E1E-0A910840A1BE@netconsonance.com>
	<20090929012948.GD1635@bestpractical.com>
Message-ID: <FA67C502-C2CB-467A-860B-E581F965D184@netconsonance.com>

On Sep 28, 2009, at 6:29 PM, Jesse Vincent wrote:
> On Mon, Sep 28, 2009 at 05:09:49PM -0700, Jo Rhett wrote:
>> One of the managers here wants to rename the Nobody user to have a
>> different name.    Can this be done without a code change?
>
> To a first sapproximation, no, you can't do that. It would take some
> real work.


Thanks, Jesse.  That's pretty much what I thought.

--  
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



From JoopvandeWege at mococo.nl  Tue Sep 29 02:33:21 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Tue, 29 Sep 2009 08:33:21 +0200
Subject: [rt-users] Simple RT script makes Mysql Server go away
In-Reply-To: <519782dc0909281223q1ea1434dk41c32e7f96c11a85@mail.gmail.com>
References: <519782dc0909281223q1ea1434dk41c32e7f96c11a85@mail.gmail.com>
Message-ID: <4AC1AA31.2040407@mococo.nl>

Hello Todd,
> All,
>
> I am customizing RT to add an attribute to transactions that meet
> certain criteria. The script below is meant to update all the existing
> transactions but after a while the Mysal server goes away. Is there
> anything obvious about the script causing this? Thanks!
>
> #!/opt/perl/bin/perl
>
> use strict;
> use warnings;
>
> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
> use RT;
> use RT::Transactions;;
>
> RT::LoadConfig();
> RT::Init();
>
> my $last = 1;
>
> for my $id ( (500_000, 1_000_000, 1_500_000, 2_000_000, 2_500_000,
> 3_000_000, 3_500_000, 4_000_000, 4_500_000,
>             5_000_000, 5_500_000, 6_000_000, 6_500_000, 7_000_000,
> 7_500_000, 8_000_000, 8_500_000, 9_000_000,
>             9_500_000, 10_000_000) ) {
>
>     my $transactions = RT::Transactions->new( $RT::SystemUser );
>     $transactions->Limit( FIELD => 'ObjectType', VALUE => "RT::Ticket" );
>     $transactions->Limit( FIELD => 'Type', VALUE => "EmailRecord" );
>     $transactions->Limit( FIELD => 'id', VALUE => $last, OPERATOR => ">=" );
>     $transactions->Limit( FIELD => 'id', VALUE => $id, OPERATOR =>
> "<", ENTRYAGGREGATOR => "AND" );
>
>     while (my $trans = $transactions->Next) {
>
>         my $ticket = $trans->Object;
>
>         if ( $ticket->RequestorIsExternal ) {
>             $trans->SetAttribute( Name => "ExternalEmail", Content => 1);
>         }
>     }
>
>     $last = $id;
>
> }
>   
Maybe I missed something in your script logic or in how mysql handles 
commits but when is your modification committed to the database?
If its and the end then maybe mysql is running out of space somewhere.

Regards,

Joop



From elacour at easter-eggs.com  Tue Sep 29 03:53:19 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 29 Sep 2009 09:53:19 +0200
Subject: [rt-users] rename "Nobody" ?
In-Reply-To: <20090929012948.GD1635@bestpractical.com>
References: <CC8FB4FE-97CC-4476-8E1E-0A910840A1BE@netconsonance.com>
	<20090929012948.GD1635@bestpractical.com>
Message-ID: <20090929075317.GA7328@easter-eggs.com>

On Mon, Sep 28, 2009 at 09:29:48PM -0400, Jesse Vincent wrote:
> 
> 
> 
> On Mon, Sep 28, 2009 at 05:09:49PM -0700, Jo Rhett wrote:
> > One of the managers here wants to rename the Nobody user to have a  
> > different name.    Can this be done without a code change?
> 
> To a first sapproximation, no, you can't do that. It would take some
> real work.
>

but you should be able to "localize" most of place where it is displayed
with little RT modifications (I don't have an RT tree here too look at,
but it should require minor change to some Mason components (maybe only
Elements/ShowUser...)).


From JKoermer at prg.com  Tue Sep 29 09:23:44 2009
From: JKoermer at prg.com (Jennifer Koermer)
Date: Tue, 29 Sep 2009 09:23:44 -0400
Subject: [rt-users] REST and attachments
Message-ID: <6BD55F6AED7F7846B9398F3CA01FF7BBACCAF1@EXCHANGE2.prg.com>

I'm using RT 3.8.4.  I'm interfacing with RT using a website written in
C#.  After struggling a bit, I finally figured out how to retrieve
ticket information, edit tickets, and create new tickets.  Now I'm just
trying to figure out how to incorporate attachments.

 

I'm creating a ticket with the following post in C#:

Content=id: ticket/new\nsubject: new ticket\nqueue:
Automation\nrequestor: user at domain.com\nText: This is the text of the
ticket\rA second line of text in the ticket

 

When I attempt to create a ticket with an attachment, I tried the
following:

Content=id: ticket/new\nsubject: new ticket\nqueue:
Automation\nrequestor: user at domain.com\nText: This is the text of the
ticket\rA second line of text in the ticket\nAttachment:
d:\\Inetpub\\RT-REST\\Files\\Penguins.jpg

 

I received the following response:

RT/3.8.4 409 Syntax Error

 

# Ticket 70 created.

# attachment: Unknown field.

 

id: ticket/new

subject: new ticket

requestor: user at domain.com

 

Has anyone had any success creating a ticket with an attachment using
REST?

What about commenting on an existing ticket and adding an attachment
using REST?

I know I can get around this by sending an email with the attachment,
but that seems like a round-about way of doing things.

 

Retrieving the attachments seems fairly straight forward, but I didn't
really see anything with any specific details on creating an attachment
via REST.

 

Thanks.

Jennifer

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090929/783ec51c/attachment.htm>

From ballmann at patronas.de  Tue Sep 29 09:52:21 2009
From: ballmann at patronas.de (Bastian Ballmann)
Date: Tue, 29 Sep 2009 15:52:21 +0200
Subject: [rt-users] [SOLVED] Re:  Update owner before comment
In-Reply-To: <4AC0BD61.3010602@patronas.de>
References: <4AC0BD61.3010602@patronas.de>
Message-ID: <4AC21115.1070100@patronas.de>

Hi,

just for archives one can modify this in ProcessTicketBasics
in lib/RT/Interface/Web.pm

:)

Bastian Ballmann schrieb:
> Hi list,
>
> in the Ticket/Update view one can set a new owner and add a comment,
> but the comment is added before the new owner is set.
>
> Can I modify this behaviour? I want RT to first update the owner and
> than set the comment and execute Scrips.
>
> If this cannot be done with configuration or callbacks please point me
> to a piece of source code where I can modify this.
>
> Thanks in advance & have a nice day
>
> Basti
>
>   


-- 
Bastian Ballmann

PATRONAS Financial Systems GmbH
Schnewlinstr 4
79098 Freiburg

fon +49 (0)761 400688-19
fax +49 (0)761 400688-50

ballmann at patronas.de
http://www.patronas.de

Amtsgericht Freiburg, HRB 7212
Gesch?ftsf?hrung: Heribert Steuer, Carsten Osswald

This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden.



From dchandekstark at gmail.com  Tue Sep 29 10:13:04 2009
From: dchandekstark at gmail.com (David Chandek-Stark)
Date: Tue, 29 Sep 2009 10:13:04 -0400
Subject: [rt-users] REST mail-gateway errors
Message-ID: <9e5a3df60909290713m1103fd9fi426b7c023d634fc6@mail.gmail.com>

Hi,

I have a few instances of these errors in my log:

[Tue Aug 18 19:51:24 2009] [error]: Could not record email: Ticket creation
failed: No permission to create tickets in the queue 'Inquiry'
(/opt/rt3-pnb/share/html/REST/1.0/NoAuth/mail-gateway:75)
[Tue Aug 18 22:50:45 2009] [error]: Could not record email: Could not load a
valid user (/opt/rt3-pnb/share/html/REST/1.0/NoAuth/mail-gateway:75)
[Fri Aug 21 15:03:23 2009] [error]: Could not record email: Message not
recorded: Permission Denied
(/opt/rt3-pnb/share/html/REST/1.0/NoAuth/mail-gateway:75)

I cannot determine what would actually cause such errors (I don't know why
this code is being called), and I can't reproduce them.  AFAICT there has
been no data loss, and no user has reported a problem with the system that I
can trace to these errors.  Should I be concerned?

Thanks,
David
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090929/6d5d6cb0/attachment.htm>

From dchandekstark at gmail.com  Tue Sep 29 10:32:40 2009
From: dchandekstark at gmail.com (David Chandek-Stark)
Date: Tue, 29 Sep 2009 10:32:40 -0400
Subject: [rt-users] REST mail-gateway errors
In-Reply-To: <9e5a3df60909290713m1103fd9fi426b7c023d634fc6@mail.gmail.com>
References: <9e5a3df60909290713m1103fd9fi426b7c023d634fc6@mail.gmail.com>
Message-ID: <9e5a3df60909290732m5df24339y76c632fa30e3088@mail.gmail.com>

Sorry - meant to indicate that I'm on version 3.8.5.
--D

On Tue, Sep 29, 2009 at 10:13 AM, David Chandek-Stark <
dchandekstark at gmail.com> wrote:

> Hi,
>
> I have a few instances of these errors in my log:
>
> [Tue Aug 18 19:51:24 2009] [error]: Could not record email: Ticket creation
> failed: No permission to create tickets in the queue 'Inquiry'
> (/opt/rt3-pnb/share/html/REST/1.0/NoAuth/mail-gateway:75)
> [Tue Aug 18 22:50:45 2009] [error]: Could not record email: Could not load
> a valid user (/opt/rt3-pnb/share/html/REST/1.0/NoAuth/mail-gateway:75)
> [Fri Aug 21 15:03:23 2009] [error]: Could not record email: Message not
> recorded: Permission Denied
> (/opt/rt3-pnb/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
> I cannot determine what would actually cause such errors (I don't know why
> this code is being called), and I can't reproduce them.  AFAICT there has
> been no data loss, and no user has reported a problem with the system that I
> can trace to these errors.  Should I be concerned?
>
> Thanks,
> David
>



-- 
David Chandek-Stark
dchandekstark at gmail.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090929/92dd4302/attachment.htm>

From kfcrocker at lbl.gov  Tue Sep 29 12:55:00 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 29 Sep 2009 09:55:00 -0700
Subject: [rt-users] rename "Nobody" ?
In-Reply-To: <FA67C502-C2CB-467A-860B-E581F965D184@netconsonance.com>
References: <CC8FB4FE-97CC-4476-8E1E-0A910840A1BE@netconsonance.com>
	<20090929012948.GD1635@bestpractical.com>
	<FA67C502-C2CB-467A-860B-E581F965D184@netconsonance.com>
Message-ID: <4AC23BE4.8060705@lbl.gov>

Jo Rhett & Jesse & List,

Couldn't you just run an SQL on the DataBase and change the "Name" field 
on the USER table for ID = 10 to be whatever you want? Unless RT has a 
lot of "hard-coded" logic looking for the literal "Nobody" instead of 
the Id, wouldn't that work?

Kenn
LBNL

On 9/28/2009 10:55 PM, Jo Rhett wrote:
> On Sep 28, 2009, at 6:29 PM, Jesse Vincent wrote:
>   
>> On Mon, Sep 28, 2009 at 05:09:49PM -0700, Jo Rhett wrote:
>>     
>>> One of the managers here wants to rename the Nobody user to have a
>>> different name.    Can this be done without a code change?
>>>       
>> To a first sapproximation, no, you can't do that. It would take some
>> real work.
>>     
>
>
> Thanks, Jesse.  That's pretty much what I thought.
>
> --  
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090929/16482f16/attachment.htm>

From jesse at bestpractical.com  Tue Sep 29 13:06:45 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 29 Sep 2009 13:06:45 -0400
Subject: [rt-users] rename "Nobody" ?
In-Reply-To: <4AC23BE4.8060705@lbl.gov>
References: <CC8FB4FE-97CC-4476-8E1E-0A910840A1BE@netconsonance.com>
	<20090929012948.GD1635@bestpractical.com>
	<FA67C502-C2CB-467A-860B-E581F965D184@netconsonance.com>
	<4AC23BE4.8060705@lbl.gov>
Message-ID: <20090929170644.GG1635@bestpractical.com>




On Tue, Sep 29, 2009 at 09:55:00AM -0700, Ken Crocker wrote:
> Jo Rhett & Jesse & List,
> 
> Couldn't you just run an SQL on the DataBase and change the "Name" field 
> on the USER table for ID = 10 to be whatever you want? Unless RT has a 
> lot of "hard-coded" logic looking for the literal "Nobody" instead of 
> the Id, wouldn't that work?

RT doesn't have a _lot_ of hardcoded logic depending on Nobody, but it
_is_ hardcoded as one of the two core users. The localization solution
is by far the cleanest.


From toml at bitstatement.net  Tue Sep 29 13:09:38 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 29 Sep 2009 10:09:38 -0700
Subject: [rt-users] REST and attachments
In-Reply-To: <6BD55F6AED7F7846B9398F3CA01FF7BBACCAF1@EXCHANGE2.prg.com>
References: <6BD55F6AED7F7846B9398F3CA01FF7BBACCAF1@EXCHANGE2.prg.com>
Message-ID: <4AC23F52.9090100@bitstatement.net>

> Content=id: ticket/new\nsubject: new ticket\nqueue:
> Automation\nrequestor: user at domain.com\nText: This is the text of the
> ticket\rA second line of text in the ticket\nAttachment:
> d:\\Inetpub\\RT-REST\\Files\\Penguins.jpg

RT doesn't read local files and encode them for you.  You have to send
the file contents.  Also, I haven't figured out how to create a ticket
with an attachment so what I do is create a ticket and then immediately
create a reply with the attachment.

If you can read ruby (and there's no reason you can't), have a look at
http://rubyforge.org/projects/rt-client/ which is a ruby library I wrote
that does a lot of the work for you, if you happen to be using ruby for
RT REST that is.  But that code does create tickets and add attachments
to them.



From jpierce at cambridgeenergyalliance.org  Tue Sep 29 13:36:00 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 29 Sep 2009 13:36:00 -0400
Subject: [rt-users] Scrip to send original ticket request contents upon
	resolve
In-Reply-To: <4AC0F156.7010106@wesmo.com>
References: <4AC0F156.7010106@wesmo.com>
Message-ID: <be7163f0909291036k421e09bq7a6c35d2e5d6eca7@mail.gmail.com>

> I thought about modifying the current scrip since the 11 queues we have
> all want this change, but I'm not exactly sure how it would be coded
> within the web interface..

Output Transaction 0 in your template.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From bh at greentube.com  Wed Sep 30 08:05:39 2009
From: bh at greentube.com (Bernhard)
Date: Wed, 30 Sep 2009 14:05:39 +0200
Subject: [rt-users] occasionally missing metadata
Message-ID: <4AC34993.3080104@greentube.com>

Hi,

running RT 3.8.4 on CentOS 5.3 and MySQL 5.0.45
had this issue twice recently - a ticket would miss the mail itself even 
though it would display attachments.
no date, no history, no body, no mail.

mails came from gmail and hotmail.fr - with some special characters in 
the subject and double quotes in one case, the other one doesn't even 
show a title / subject.

did anyone experience something like this as well?

any hint would be greatly appreciated!

cheers,
bernhard




From jbass at nist.gov  Wed Sep 30 10:50:15 2009
From: jbass at nist.gov (Janet Bass)
Date: Wed, 30 Sep 2009 10:50:15 -0400
Subject: [rt-users] Font for template
Message-ID: <C6E8E867.1E037%jbass@nist.gov>

I would like to make something bold and larger font on my template emails. I
cannot find a way to do this.

Has there been any new work done on bulk loading users? The perl script I
found from Torsten Brumm with credit to Jesse is 2 years old and very
confusing. I am hoping something more user friendly has been developed.

Thanks
Janet
-- 
Janet Bass
Unix System Administration
Manufacturing Engineering Laboratory
304/Room 12
100 Bureau Dr
Mailstop 8203
Gaithersburg, MD 20899-8203
EMAIL: jbass at nist.gov
PHONE: 301-975-8425



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090930/b5f88416/attachment.htm>

From gleduc at mail.sdsu.edu  Wed Sep 30 13:58:22 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 30 Sep 2009 10:58:22 -0700
Subject: [rt-users] Conditionally prevent logging a ticket creation
Message-ID: <4AC39C3E.7070804@mail.sdsu.edu>

Hi All,

In my OnCreate scrip, I check to see whether I really want this ticket 
to be created based on various criteria in the message headers.  RT 
creates the ticket before the scrip runs, so if I decide that I don't 
want it, I trigger another scrip that deletes the ticket.  Not real 
elegant, but it does the job.  My delete scrip logs that the ticket got 
deleted, but the RT generates its own log entry that the ticket was 
created.  So my rt.log ends up looking like this:
   Ticket #1219 from xyz at abc.com deleted. ((eval 475):5)
   Ticket 1219 created in queue 'beer' by xyz at abc.com 
(/path/to/rt/lib/RT/Ticket_Overlay.pm:754)

The first log entry is mine documenting the ticket deletion.  The next 
one is RT's documenting the ticket creation.

This can be confusing, so I'd like to stop RT from making that final log 
entry if I can.

I'm guessing that RT is using a stack to keep track of log entries, so 
the first transaction (the ticket creation) ends up at the bottom of the 
stack and gets written to the log after my manual log entry from the 
OnCreate scrip.  Can I pop it off the stack so that it just goes away or 
make my ticket deletion log entry be written after RT's ticket creation 
entry (pop, $RT::Logger->info(), push)?

Thanks,
Gene


From raubvogel at gmail.com  Wed Sep 30 15:00:56 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 30 Sep 2009 15:00:56 -0400
Subject: [rt-users] RTFM: Content & Links
Message-ID: <4AC3AAE8.8060700@gmail.com>

	I do not know if this is the right list, but the only rtfm-related list 
I have found is for development.

When you select a RTFM article, what are the "Content" and "Topics" 
areas for and how to create/edit them?  I thought the content would be 
where you would put something in the article (i.e. the body of the 
article, but I do not seem to be able to edit or create it). I am not 
even able to create a RTFM topic, but have no problems creating RTFM 
classes as root and articles as a normal user (provided of course I am 
allowed to do so and being aware I cannot do much besides associating 
tickets to it).


From falcone at bestpractical.com  Wed Sep 30 15:22:20 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 30 Sep 2009 15:22:20 -0400
Subject: [rt-users] RTFM: Content & Links
In-Reply-To: <4AC3AAE8.8060700@gmail.com>
References: <4AC3AAE8.8060700@gmail.com>
Message-ID: <20090930192220.GC53612@jibsheet.com>

On Wed, Sep 30, 2009 at 03:00:56PM -0400, Mauricio Tavares wrote:
> 	I do not know if this is the right list, but the only rtfm-related list 
> I have found is for development.
> 
> When you select a RTFM article, what are the "Content" and "Topics" 
> areas for and how to create/edit them?  I thought the content would be 
> where you would put something in the article (i.e. the body of the 
> article, but I do not seem to be able to edit or create it). I am not 
> even able to create a RTFM topic, but have no problems creating RTFM 
> classes as root and articles as a normal user (provided of course I am 
> allowed to do so and being aware I cannot do much besides associating 
> tickets to it).

Have you read lib/RT/FM/Introduction.pod as referenced from the
README?  It describes how to set up a Custom Field for Content and
discusses Topics 

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090930/54f4db38/attachment.sig>

From falcone at bestpractical.com  Wed Sep 30 15:23:42 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 30 Sep 2009 15:23:42 -0400
Subject: [rt-users] Font for template
In-Reply-To: <C6E8E867.1E037%jbass@nist.gov>
References: <C6E8E867.1E037%jbass@nist.gov>
Message-ID: <20090930192342.GD53612@jibsheet.com>

On Wed, Sep 30, 2009 at 10:50:15AM -0400, Janet Bass wrote:
>    I would like to make something bold and larger font on my template emails. I cannot find a way
>    to do this.

Take a look at docs/templates.pod in the RT tarball for information
about making HTML Template Mails

>    Has there been any new work done on bulk loading users? The perl script I found from Torsten
>    Brumm with credit to Jesse is 2 years old and very confusing. I am hoping something more user
>    friendly has been developed.

There have been posts to the mailing lists about other ways to bulk
load users, but I suspect many people are importing or autocreating
from LDAP/AD rather than loading into RT

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090930/e19b03db/attachment.sig>

From eroode at barrack.com  Wed Sep 30 15:49:52 2009
From: eroode at barrack.com (Roode, Eric)
Date: Wed, 30 Sep 2009 15:49:52 -0400
Subject: [rt-users] How does RT mail?
Message-ID: <26412C18F3707C4DBBE365577A224180056E66CE@MX1.barrack.com>

Hello all,
 
    We are having a problem whereby messages sent by RT to addresses
outside our domain are failing, whereas messages sent via sendmail at
the command line are succeeding.
 
    How can I see the command that RT is constructing and executing to
send mail, so that I can attempt to reproduce and diagnose this problem/

Thanks,

Eric J. Roode
Senior Enterprise Developer
Barrack, Rodos & Bacine
(215) 963-0600


 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090930/243b326b/attachment.htm>

From Sul at hcp.med.harvard.edu  Wed Sep 30 15:52:56 2009
From: Sul at hcp.med.harvard.edu (Sul, Young L)
Date: Wed, 30 Sep 2009 15:52:56 -0400
Subject: [rt-users] RTFM and a space in my $organization
Message-ID: <E9A101192BE76249BEF0AEA4AA4E857C395AFBE091@ITCCRMAIL02.MED.HARVARD.EDU>

Hi!

I've just recently upgraded to RT 3.8.5.

We want to start using RTFM, so I installed it today without any problems (I believe version 2.4.2).

I encounter an error when trying to send a response with an included RTFM article:

Can't call method "Id" on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133.

The requestor (and watchers, etc) never get any mail.

Looking through the lists, it *seems* the problem has to do with $Organization. Mine has a space in it (from my RT_SiteConfig.pm):

Set( $rtname, 'FOO-HelpDesk');
Set($Organization , "FOO I.T.");

(This was set long before my time)

So, if the RTFM error is indeed due to the space, what are my options? I did see this article in the wiki:
http://wiki.bestpractical.com/view/RenameInstance

but this seems to be related to $rtname and not $Organization.

Any advice would be greatly appreciated!

-y

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090930/1649015f/attachment.htm>

From Mike.Johnson at NorMed.ca  Wed Sep 30 15:57:04 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Wed, 30 Sep 2009 15:57:04 -0400
Subject: [rt-users] How does RT mail?
In-Reply-To: <26412C18F3707C4DBBE365577A224180056E66CE@MX1.barrack.com>
References: <26412C18F3707C4DBBE365577A224180056E66CE@MX1.barrack.com>
Message-ID: <4AC37FCD.4EF5.001E.0@NorMed.ca>

I believe RT executes the send mail command...
 
Do like you would for any program...
 
replace sendmail with a wrapper sendmail that calls sendmail :P but
before it calls it, it logs how it calls it to a log file :D
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat
holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> "Roode, Eric" <eroode at barrack.com> 30/09/2009 3:49 pm >>>
Hello all,
 
    We are having a problem whereby messages sent by RT to addresses
outside our domain are failing, whereas messages sent via sendmail at
the command line are succeeding.
 
    How can I see the command that RT is constructing and executing to
send mail, so that I can attempt to reproduce and diagnose this
problem/

Thanks,

Eric J. Roode
Senior Enterprise Developer
Barrack, Rodos & Bacine
(215) 963?0600

 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090930/63db7e28/attachment.htm>

From eroode at barrack.com  Wed Sep 30 17:09:03 2009
From: eroode at barrack.com (Roode, Eric)
Date: Wed, 30 Sep 2009 17:09:03 -0400
Subject: [rt-users] How does RT mail?
In-Reply-To: <4AC37FCD.4EF5.001E.0@NorMed.ca>
References: <26412C18F3707C4DBBE365577A224180056E66CE@MX1.barrack.com>
	<4AC37FCD.4EF5.001E.0@NorMed.ca>
Message-ID: <26412C18F3707C4DBBE365577A224180056E671E@MX1.barrack.com>

 
On Wednesday, September 30, 2009 at 3:57 PM, Mike Johnson wrote:
> I believe RT executes the send mail command...
> 
> Do like you would for any program...
> 
> replace sendmail with a wrapper sendmail that calls sendmail :P but
> before it calls it, it logs how it calls it to a log file :D
 

I turned logging on, and cranked the log level up to 'debug'.
I see the headers of the e-mail message that RT::Action::SendEmail
creates,
but I do not see the send mail wrapper like you say.

I want to know which program (I assumed `sendmail`, but who knows)
RT calls, and what command-line options it uses.
 
Any helpful information would be appreciated.
 
-- Eric Roode




From raubvogel at gmail.com  Wed Sep 30 17:13:42 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 30 Sep 2009 17:13:42 -0400
Subject: [rt-users] RTFM: Content & Links
In-Reply-To: <20090930192220.GC53612@jibsheet.com>
References: <4AC3AAE8.8060700@gmail.com> <20090930192220.GC53612@jibsheet.com>
Message-ID: <4AC3CA06.5090002@gmail.com>

Kevin Falcone wrote:
> On Wed, Sep 30, 2009 at 03:00:56PM -0400, Mauricio Tavares wrote:
>> 	I do not know if this is the right list, but the only rtfm-related list 
>> I have found is for development.
>>
>> When you select a RTFM article, what are the "Content" and "Topics" 
>> areas for and how to create/edit them?  I thought the content would be 
>> where you would put something in the article (i.e. the body of the 
>> article, but I do not seem to be able to edit or create it). I am not 
>> even able to create a RTFM topic, but have no problems creating RTFM 
>> classes as root and articles as a normal user (provided of course I am 
>> allowed to do so and being aware I cannot do much besides associating 
>> tickets to it).
> 
> Have you read lib/RT/FM/Introduction.pod as referenced from the
> README?  It describes how to set up a Custom Field for Content and
> discusses Topics 
> 
	It seems the ubuntu rtfm package does not come with Introduction.pod. 
At least now I know that it exists, I can grab the release from 
http://www.bestpractical.com/rtfm/download.html and do some reading.

Thanks!

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




From falcone at bestpractical.com  Wed Sep 30 17:16:29 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 30 Sep 2009 17:16:29 -0400
Subject: [rt-users] RTFM: Content & Links
In-Reply-To: <4AC3CA06.5090002@gmail.com>
References: <4AC3AAE8.8060700@gmail.com> <20090930192220.GC53612@jibsheet.com>
	<4AC3CA06.5090002@gmail.com>
Message-ID: <20090930211629.GE53612@jibsheet.com>

On Wed, Sep 30, 2009 at 05:13:42PM -0400, Mauricio Tavares wrote:
> Kevin Falcone wrote:
> > On Wed, Sep 30, 2009 at 03:00:56PM -0400, Mauricio Tavares wrote:
> >> 	I do not know if this is the right list, but the only rtfm-related list 
> >> I have found is for development.
> >>
> >> When you select a RTFM article, what are the "Content" and "Topics" 
> >> areas for and how to create/edit them?  I thought the content would be 
> >> where you would put something in the article (i.e. the body of the 
> >> article, but I do not seem to be able to edit or create it). I am not 
> >> even able to create a RTFM topic, but have no problems creating RTFM 
> >> classes as root and articles as a normal user (provided of course I am 
> >> allowed to do so and being aware I cannot do much besides associating 
> >> tickets to it).
> > 
> > Have you read lib/RT/FM/Introduction.pod as referenced from the
> > README?  It describes how to set up a Custom Field for Content and
> > discusses Topics 
> > 
> 	It seems the ubuntu rtfm package does not come with Introduction.pod. 
> At least now I know that it exists, I can grab the release from 
> http://www.bestpractical.com/rtfm/download.html and do some reading.

Please file a bug with the ubuntu maintainers for me

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090930/aca19726/attachment.sig>

From change+lists.rt at nightwind.net  Wed Sep 30 17:23:45 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Wed, 30 Sep 2009 14:23:45 -0700
Subject: [rt-users] How does RT mail?
In-Reply-To: <26412C18F3707C4DBBE365577A224180056E671E@MX1.barrack.com>
References: <26412C18F3707C4DBBE365577A224180056E66CE@MX1.barrack.com>
	<4AC37FCD.4EF5.001E.0@NorMed.ca>
	<26412C18F3707C4DBBE365577A224180056E671E@MX1.barrack.com>
Message-ID: <1254345825.7517.1337443959@webmail.messagingengine.com>

On Wed, 30 Sep 2009 17:09:03 -0400, "Roode, Eric" <eroode at barrack.com>
said:
> I want to know which program (I assumed `sendmail`, but who knows)
> RT calls, and what command-line options it uses.
>  
> Any helpful information would be appreciated.

The defaults are in etc/RT_Config.pm
Set($SendmailArguments , "-oi -t");
Set($SendmailPath , "/usr/sbin/sendmail");


From toml at bitstatement.net  Wed Sep 30 18:21:21 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 30 Sep 2009 15:21:21 -0700
Subject: [rt-users] How does RT mail?
In-Reply-To: <1254345825.7517.1337443959@webmail.messagingengine.com>
References: <26412C18F3707C4DBBE365577A224180056E66CE@MX1.barrack.com>	<4AC37FCD.4EF5.001E.0@NorMed.ca>	<26412C18F3707C4DBBE365577A224180056E671E@MX1.barrack.com>
	<1254345825.7517.1337443959@webmail.messagingengine.com>
Message-ID: <4AC3D9E1.9040401@bitstatement.net>

>> I want to know which program (I assumed `sendmail`, but who knows)
>> RT calls, and what command-line options it uses.

RT _can_ also be configured to send directly to a non-local SMTP 
service, but that is not the default.  If you have inherited the RT 
instance, you'll want to look at the RT_SiteConfig.pm carefully, and 
don't edit RT_Config.pm.   RT_Config.pm gets replaced in an upgrade; 
RT_SiteConfig.pm does not.

--
   Tom Lahti
   BIT LLC
   (425)251-0833 x 117
   http://www.bitstatement.net/
--


From david.hobley at mionegroup.com  Wed Sep 30 18:59:44 2009
From: david.hobley at mionegroup.com (David Hobley)
Date: Thu, 1 Oct 2009 08:59:44 +1000 (EST)
Subject: [rt-users] shredder stuck!
In-Reply-To: <27769761.322961253512641042.JavaMail.root@mail.onegrp.com>
Message-ID: <22895614.76801254351584776.JavaMail.root@mail.onegrp.com>

OK, I finally worked this out myself. Note to self. --force stops error messages appearing as well as other output. 

The issue was in the dependency setting for the shredder, we had some tickets with more than 1,000 dependencies (due to a couple of mail loops in the past) and it just stops when it hits that number. I upped ours to 10,000 in the RT_SiteConfig.pm file: 

Set( $DependenciesLimit, 10000 ); 

Cheers, 
David 
----- Original Message ----- 
From: "David Hobley" <david.hobley at mionegroup.com> 
To: "rt-users" <rt-users at lists.bestpractical.com> 
Sent: Monday, 21 September, 2009 3:57:21 PM GMT +10:00 Brisbane 
Subject: [rt-users] shredder stuck! 


Hello, 

I am running the shredder over our database and it has been dutifully deleting the deleted tickets as requested. It has processed around 20,000 so far but is now stuck with the following output in the SQL dump files: 

INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','912264','3107639','912264','10','3107639'); 
INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','912264','3107640','912264','10','3107635'); 
INSERT INTO `GroupMembers`(`groupid`,`id`,`memberid`) VALUES('912264','1168372','10'); 
INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','912264','3107635','912264','912264','3107635'); 
INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype 
`,`timetaken`,`type`) VALUES('2008-09-26 23:23:48','228052',NULL,NULL,'2001691',NULL,NULL,'912264','RT::Group',NULL,NULL,NULL,'0','Create'); 
INSERT INTO `Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`) VALUES(NULL,'RT::Ticket-Role','912264','192693',NULL,'Owner'); 
INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`) VALUES('0','912264','912264','Group'); 

No other errors or warnings that I can see. Would anyone have any ideas why it is stuck? 

-- 
Cheers, 
David 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20091001/b8356ca4/attachment.htm>

From rahman.desyanta at infi-nity.com  Wed Sep 30 23:39:14 2009
From: rahman.desyanta at infi-nity.com (Rahman Desyanta)
Date: Thu, 1 Oct 2009 10:39:14 +0700
Subject: [rt-users] cannot see queue
Message-ID: <ea1e82060909302039o62759050oba835f5e6d8c9062@mail.gmail.com>

I have already make a queue from root user, but after i login from user
login, i cannot see the queue. coz of that, i cannot make a new ticket from
user or quest user, just from root only. how to display the queue from the
user or quest user??

-- 
Regards,
Rahman Desyanta
i n f i n i t y . s o l u t i o n (www.infi-nity.com) - pt. vikasa infinity
anugrah
bsd city sektor 14 - ruko golden madrid g/9 - tangerang 15321 - indonesia
t: +62 (21) 5316 4796  f: +62 (21) 5316 4797 m:+62 815 5584 88878
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20091001/c2239196/attachment.htm>