From ram0502 at gmail.com  Thu Dec  1 02:18:46 2011
From: ram0502 at gmail.com (Ram Moskovitz)
Date: Wed, 30 Nov 2011 21:18:46 -1000
Subject: [rt-users] rt-users Digest, Vol 92, Issue 53
In-Reply-To: <mailman.6.1322654179.4125.rt-users@lists.bestpractical.com>
References: <mailman.6.1322654179.4125.rt-users@lists.bestpractical.com>
Message-ID: <CAAipLxH7Sheb+bYp+B7ffLvt0JObUJFDEKhc7_937sadLQ65NA@mail.gmail.com>

>
> Date: Wed, 30 Nov 2011 12:44:23 +0100

From: Bart <bart at pleh.info>
> To: rt-users <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] The RT Wiki - Restructure (start using
>       categories?)
> Message-ID:
>       <CAB2d3raKg39ni-3G3H-R0EwteLtgSep+DjaaLk87MLhhwBP5xg at mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
> Hi,
> Jay, thanks for your input. I do feel that approaching it with a blank
> sheet of paper will be the best approach.
> Though we'll have to use Wikia's abilities/structure, the below is aimed at
> just that with a slight eye on "structuring from scratch".
> *--- A rough sketch of the idea ---*
>

I like it at first glance.



> *
> *
> The idea I have relies allot on the categories within Wikia.
> A categorie page can contain content, thus e.g. the contributions page
> could instead be a categorie page with some specific information on what
> you can expect, maybe some extra links to other stuff, etc. But the
> difference would be that since it is now a categorie page, that all
> scripts/contributions that have the categorie set to contributions would be
> automatically listed on that one page. (alphabetized)
> With that in mind you can quite easily create "general" categorie pages for
> all major topics and have any page regarding that topic being linked to
> that categorie.
> The front page would then contain a hierarchical structure with links to
> all the "sections" (a.k.a. categorie pages). And obviously information on
> what RT is, latest news/updates/etc. Another thing which you can easily add
> to the front page is an RSS feed of the Bestpractical blog, and maybe add a
> feed of the RT wiki itself showing the latest updates & newest pages.
> (should both be doable I think)
> Other things that might be nice to add are some Wikia features for the
> community to promote the usage of the RT wiki (achievements and other fun
> stuff).
> *--- The structure (concept) ---*
> Since the above shows what categories and categorie pages can do for you
> it's important to create a structure (at first on paper) which will make
> sure that all major topics regarding RT are covered so that any new article
> can add a categorie appropriate for that specific article. (I assume that
> the structure will eventually grow naturally)
> Since this is just a concept I've sort of just looked at the current wiki
> and tried to gather some basic topics, what I want to achieve with this
> concept is to get input from others so that we can improve it further:
>  - RT Basics
>     - User Manual
>     - Custom Fields
>     - Articles
>     - REST
>     - RT Tool
>     - RT Cron Tool
>  - RT Installation (rough categories so that people can link install
>  guides to an OS categorie, no more/no less)
>     - Linux
>     - FreeBSD
>     - Other
>     - Manual
>  - RT Config: (a categorie for each major release)
>     - RT 4
>     - RT 3.8
>     - RT 3.6
>  - Plugins:
>     - A categorie page for all plugins! This way you can link
>     scrips/configs/other goodies for a plugin to that specific categorie
> page.
>  - Scrips:
>     - Basically a summary of all scrips available for RT.
>  - Automation
> At this point I'm blank on ideas, I'll just leave it at this and see what
> responses there are. I'm pretty sure this list can be better/structured
> better, but you have to start somewhere ^_~
> *--- Rough plan of action ---*
> This is a rather rough plan for setting up the structure:
>  - Remove all current categories (double check that the categorie pages
>  don't contain content of any kind).
>  - Add every single page currently in the wiki to a new categorie called
>  "Archive".
>


Might I suggest instead creating a page called "restructure todo list" and
put a list of all the current pages on that page... that way the current
structure and organization, to the extent it is useful or familiar, is
maintained and yet we have a todo list to work off of?

cheers,
ram



>     - This sounds ugly but it's an easy way of keeping track of all the
>     wiki pages that still need better categorization.
>     - Basically a todo list, anything still in there needs to be
>     categorized.
>     - The idea is to do a few articles each day and eventually everything
>     will be nicely categorized.
>  - Create all the categories which have been though of, make sure that
>  theres's at least some basic information on the categorie page.
>  - Modify the home page to, at first, also contain the new categorie
>  structure (keep the old links for now).
>  - Start categorizing anything that's still in under Archive.
>  - And last but not least, at a certain point modify the front page to
>  only contain the new categorie structure.
> So, those are some ideas.
> Time for everyone to shoot at them ^_~
> -- Bart
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From bart at pleh.info  Thu Dec  1 02:46:29 2011
From: bart at pleh.info (Bart)
Date: Thu, 1 Dec 2011 08:46:29 +0100
Subject: [rt-users] The RT Wiki - Restructure (start using categories?)
In-Reply-To: <4ED651FC.3010905@bestpractical.com>
References: <CAMOxC8v=EzYqhtPcLqgyE=M_dqMkTpVnpoy_tFDSZ_c5saqz1A@mail.gmail.com>
	<4158024.736.1322577674922.JavaMail.root@benjamin.baylink.com>
	<CAB2d3rbe2wY-K08=wrotF03P1kFMGKFfnPqnneGmmU0as_Em3A@mail.gmail.com>
	<CAB2d3raKg39ni-3G3H-R0EwteLtgSep+DjaaLk87MLhhwBP5xg@mail.gmail.com>
	<4ED651FC.3010905@bestpractical.com>
Message-ID: <CAB2d3rYCoypA+ww633S+orFFWMT5FTyZg=Gp7x7WQxgwtZGyKg@mail.gmail.com>

Hi,

I'm not yet entirely familiar with Wikia's options, will look into the
special pages :-)

Having an uncategorized page would make things pretty easy.

-- Bart


Op 30 november 2011 16:55 schreef Thomas Sibley <trs at bestpractical.com> het
volgende:

> On 11/30/2011 06:44 AM, Bart wrote:
> >   * Add every single page currently in the wiki to a new categorie
> >     called "Archive".
> >       o This sounds ugly but it's an easy way of keeping track of all
> >         the wiki pages that still need better categorization.
> >       o Basically a todo list, anything still in there needs to be
> >         categorized.
> >       o The idea is to do a few articles each day and eventually
> >         everything will be nicely categorized.
>
> There's no need for this type of category since Wikia gives us the page:
> http://requesttracker.wikia.com/wiki/Special:UncategorizedPages
>
> You can find a list of special pages here:
> http://requesttracker.wikia.com/wiki/Special:SpecialPages
>
> Thomas
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  TBA
>
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From bart at pleh.info  Thu Dec  1 03:08:54 2011
From: bart at pleh.info (Bart)
Date: Thu, 1 Dec 2011 09:08:54 +0100
Subject: [rt-users] The RT Wiki - Restructure (start using categories?)
In-Reply-To: <CAMOxC8ui+PDuYDRgAoH7xzUhSu5QkQ-QSJ3mE=CSpB93Fn1oyQ@mail.gmail.com>
References: <CAMOxC8v=EzYqhtPcLqgyE=M_dqMkTpVnpoy_tFDSZ_c5saqz1A@mail.gmail.com>
	<4158024.736.1322577674922.JavaMail.root@benjamin.baylink.com>
	<CAB2d3rbe2wY-K08=wrotF03P1kFMGKFfnPqnneGmmU0as_Em3A@mail.gmail.com>
	<CAB2d3raKg39ni-3G3H-R0EwteLtgSep+DjaaLk87MLhhwBP5xg@mail.gmail.com>
	<CAMOxC8ui+PDuYDRgAoH7xzUhSu5QkQ-QSJ3mE=CSpB93Fn1oyQ@mail.gmail.com>
Message-ID: <CAB2d3rbz-=W8KWknquVz4N0nR6XSh30WXbqLQwYK20hHqfOXVQ@mail.gmail.com>

Hi,

To summarize:

   - Category page for user profiles (in order to automatically link to RT
   users)
   - User manual needs special treatment (needs some pondering)
   - For the RT config, a separate page for each configuration option. But
   they need to be grouped based on a specific topic.
   - FAQ category page, listing all FAQ items as an option. (makes it easy
   to add just about any page with a brilliant explanation to the FAQ)

And last but not least, make sure to chop things into smaller pieces.
(basically approach this as a project with milestones, etc.)

For the pieces, I believe we're already kinda working towards it :-)

   1. Think of a structure with the categories in mind.
   2. Think of other things that will help make the wiki better. (usage of
   Wikia special features, RSS feeds, etc.)
   3. Create the steps in which we'll transform the current wiki towards
   what we want it to be.
      1. First step could/should be to clean all current category pages
      (fresh start).
      2. Create the new categorie pages & structure.
      3. With the "Uncategorized" special page, work towards categorizing
      all wiki pages:
         1. With the goal to categorized everything.
      4. Modify the front page to display the new structure/category pages.
      5. . . .
   4. And once the steps which we should take are clear we can start doing
   stuff ^_^

Something like that at least.


-- Bart


Op 30 november 2011 18:48 schreef Ruslan Zakirov
<ruz at bestpractical.com>het volgende:

> Hi,
>
> Idea is good. Here are some ideas about categorizing and where people
> with MediaWiki experience can help kickstart content improvements.
>
> I think good and easy point to start is to organize installation guides.
>
> There are lot of pages that are sort of user profiles. They should get
> particular category, for example OldStyleUserProfile. Some of them are
> linked from http://requesttracker.wikia.com/wiki/RTUsers. May be we
> can replace this page with generated page that links to wikia's user
> profiles.
>
> User Manual is a special beast. It should be continuous reading and at
> the same time splitted into smaller topics. I believe MediaWiki has
> some tools to include content of pages into other pages.
>
> Every config option and right should get a page matching its name,
> however they should get included into other blocks. For example
> WebDomain, WebPath, WebPort and couple of options should be described
> as one thing. For example OwnTicket and ownership related rights
> should be described as one thing. I don't know media wiki best
> practices to organize such thing.
>
> FAQ may win from better structure. At this moment it's not very managable.
>
> There are more, but enough for today. I think that if you find a good
> solution for some particular problem and describe how it should be
> done then people would help you clean cages and normalize content.
> Just split things into smaller steps.
>
> On Wed, Nov 30, 2011 at 3:44 PM, Bart <bart at pleh.info> wrote:
> > Hi,
> >
> > Jay, thanks for your input. I do feel that approaching it with a blank
> sheet
> > of paper will be the best approach.
> >
> > Though we'll have to use Wikia's abilities/structure, the below is aimed
> at
> > just that with a slight eye on "structuring from scratch".
> >
> > --- A rough sketch of the idea ---
> >
> > The idea I have relies allot on the categories within Wikia.
> >
> > A categorie page can contain content, thus e.g. the contributions page
> could
> > instead be a categorie page with some specific information on what you
> can
> > expect, maybe some extra links to other stuff, etc. But the difference
> would
> > be that since it is now a categorie page, that all scripts/contributions
> > that have the categorie set to contributions would be automatically
> listed
> > on that one page. (alphabetized)
> >
> > With that in mind you can quite easily create "general" categorie pages
> for
> > all major topics and have any page regarding that topic being linked to
> that
> > categorie.
> >
> > The front page would then contain a hierarchical structure with links to
> all
> > the "sections" (a.k.a. categorie pages). And obviously information on
> what
> > RT is, latest news/updates/etc. Another thing which you can easily add to
> > the front page is an RSS feed of the Bestpractical blog, and maybe add a
> > feed of the RT wiki itself showing the latest updates & newest pages.
> > (should both be doable I think)
> >
> > Other things that might be nice to add are some Wikia features for the
> > community to promote the usage of the RT wiki (achievements and other fun
> > stuff).
> >
> > --- The structure (concept) ---
> >
> > Since the above shows what categories and categorie pages can do for you
> > it's important to create a structure (at first on paper) which will make
> > sure that all major topics regarding RT are covered so that any new
> article
> > can add a categorie appropriate for that specific article. (I assume that
> > the structure will eventually grow naturally)
> >
> > Since this is just a concept I've sort of just looked at the current wiki
> > and tried to gather some basic topics, what I want to achieve with this
> > concept is to get input from others so that we can improve it further:
> >
> > RT Basics
> >
> > User Manual
> > Custom Fields
> > Articles
> > REST
> > RT Tool
> > RT Cron Tool
> >
> > RT Installation (rough categories so that people can link install guides
> to
> > an OS categorie, no more/no less)
> >
> > Linux
> > FreeBSD
> > Other
> > Manual
> >
> > RT Config: (a categorie for each major release)
> >
> > RT 4
> > RT 3.8
> > RT 3.6
> >
> > Plugins:
> >
> > A categorie page for all plugins! This way you can link
> scrips/configs/other
> > goodies for a plugin to that specific categorie page.
> >
> > Scrips:
> >
> > Basically a summary of all scrips available for RT.
> >
> > Automation
> >
> > At this point I'm blank on ideas, I'll just leave it at this and see what
> > responses there are. I'm pretty sure this list can be better/structured
> > better, but you have to start somewhere ^_~
> >
> > --- Rough plan of action ---
> >
> > This is a rather rough plan for setting up the structure:
> >
> > Remove all current categories (double check that the categorie pages
> don't
> > contain content of any kind).
> > Add every single page currently in the wiki to a new categorie called
> > "Archive".
> >
> > This sounds ugly but it's an easy way of keeping track of all the wiki
> pages
> > that still need better categorization.
> > Basically a todo list, anything still in there needs to be categorized.
> > The idea is to do a few articles each day and eventually everything will
> be
> > nicely categorized.
> >
> > Create all the categories which have been though of, make sure that
> theres's
> > at least some basic information on the categorie page.
> > Modify the home page to, at first, also contain the new categorie
> structure
> > (keep the old links for now).
> > Start categorizing anything that's still in under Archive.
> > And last but not least, at a certain point modify the front page to only
> > contain the new categorie structure.
> >
> > So, those are some ideas.
> >
> > Time for everyone to shoot at them ^_~
> >
> > -- Bart
> >
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston ? TBA
>
>
>
> --
> Best regards, Ruslan.
>
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From bart at pleh.info  Thu Dec  1 03:11:00 2011
From: bart at pleh.info (Bart)
Date: Thu, 1 Dec 2011 09:11:00 +0100
Subject: [rt-users] rt-users Digest, Vol 92, Issue 53
In-Reply-To: <CAAipLxH7Sheb+bYp+B7ffLvt0JObUJFDEKhc7_937sadLQ65NA@mail.gmail.com>
References: <mailman.6.1322654179.4125.rt-users@lists.bestpractical.com>
	<CAAipLxH7Sheb+bYp+B7ffLvt0JObUJFDEKhc7_937sadLQ65NA@mail.gmail.com>
Message-ID: <CAB2d3rYFdn9kGec9kM1XginJ5TxDBN=UsM+iiDB2qpYDSJZPfg@mail.gmail.com>

Turns out that it isn't needed to create a category.

There's a special page called "Uncategorized items" for that purpose.

-- Bart


Op 1 december 2011 08:18 schreef Ram Moskovitz <ram0502 at gmail.com> het
volgende:

> Date: Wed, 30 Nov 2011 12:44:23 +0100
>
> From: Bart <bart at pleh.info>
>> To: rt-users <rt-users at lists.bestpractical.com>
>> Subject: Re: [rt-users] The RT Wiki - Restructure (start using
>>       categories?)
>> Message-ID:
>>       <CAB2d3raKg39ni-3G3H-R0EwteLtgSep+DjaaLk87MLhhwBP5xg at mail.gmail.com
>> >
>> Content-Type: text/plain; charset="iso-8859-1"
>> Hi,
>> Jay, thanks for your input. I do feel that approaching it with a blank
>> sheet of paper will be the best approach.
>> Though we'll have to use Wikia's abilities/structure, the below is aimed
>> at
>> just that with a slight eye on "structuring from scratch".
>> *--- A rough sketch of the idea ---*
>>
>
> I like it at first glance.
>
>
>
>> *
>> *
>> The idea I have relies allot on the categories within Wikia.
>> A categorie page can contain content, thus e.g. the contributions page
>> could instead be a categorie page with some specific information on what
>> you can expect, maybe some extra links to other stuff, etc. But the
>> difference would be that since it is now a categorie page, that all
>> scripts/contributions that have the categorie set to contributions would
>> be
>> automatically listed on that one page. (alphabetized)
>> With that in mind you can quite easily create "general" categorie pages
>> for
>> all major topics and have any page regarding that topic being linked to
>> that categorie.
>> The front page would then contain a hierarchical structure with links to
>> all the "sections" (a.k.a. categorie pages). And obviously information on
>> what RT is, latest news/updates/etc. Another thing which you can easily
>> add
>> to the front page is an RSS feed of the Bestpractical blog, and maybe add
>> a
>> feed of the RT wiki itself showing the latest updates & newest pages.
>> (should both be doable I think)
>> Other things that might be nice to add are some Wikia features for the
>> community to promote the usage of the RT wiki (achievements and other fun
>> stuff).
>> *--- The structure (concept) ---*
>> Since the above shows what categories and categorie pages can do for you
>> it's important to create a structure (at first on paper) which will make
>> sure that all major topics regarding RT are covered so that any new
>> article
>> can add a categorie appropriate for that specific article. (I assume that
>> the structure will eventually grow naturally)
>> Since this is just a concept I've sort of just looked at the current wiki
>> and tried to gather some basic topics, what I want to achieve with this
>> concept is to get input from others so that we can improve it further:
>>  - RT Basics
>>     - User Manual
>>     - Custom Fields
>>     - Articles
>>     - REST
>>     - RT Tool
>>     - RT Cron Tool
>>  - RT Installation (rough categories so that people can link install
>>  guides to an OS categorie, no more/no less)
>>     - Linux
>>     - FreeBSD
>>     - Other
>>     - Manual
>>  - RT Config: (a categorie for each major release)
>>     - RT 4
>>     - RT 3.8
>>     - RT 3.6
>>  - Plugins:
>>     - A categorie page for all plugins! This way you can link
>>     scrips/configs/other goodies for a plugin to that specific categorie
>> page.
>>  - Scrips:
>>     - Basically a summary of all scrips available for RT.
>>  - Automation
>> At this point I'm blank on ideas, I'll just leave it at this and see what
>> responses there are. I'm pretty sure this list can be better/structured
>> better, but you have to start somewhere ^_~
>> *--- Rough plan of action ---*
>> This is a rather rough plan for setting up the structure:
>>  - Remove all current categories (double check that the categorie pages
>>  don't contain content of any kind).
>>  - Add every single page currently in the wiki to a new categorie called
>>  "Archive".
>>
>
>
> Might I suggest instead creating a page called "restructure todo list" and
> put a list of all the current pages on that page... that way the current
> structure and organization, to the extent it is useful or familiar, is
> maintained and yet we have a todo list to work off of?
>
> cheers,
> ram
>
>
>
>>     - This sounds ugly but it's an easy way of keeping track of all the
>>     wiki pages that still need better categorization.
>>     - Basically a todo list, anything still in there needs to be
>>     categorized.
>>     - The idea is to do a few articles each day and eventually everything
>>     will be nicely categorized.
>>  - Create all the categories which have been though of, make sure that
>>  theres's at least some basic information on the categorie page.
>>  - Modify the home page to, at first, also contain the new categorie
>>  structure (keep the old links for now).
>>  - Start categorizing anything that's still in under Archive.
>>  - And last but not least, at a certain point modify the front page to
>>  only contain the new categorie structure.
>> So, those are some ideas.
>> Time for everyone to shoot at them ^_~
>> -- Bart
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? TBA
>
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From d-rohan at northwestern.edu  Thu Dec  1 06:10:16 2011
From: d-rohan at northwestern.edu (Daniel G. Rohan)
Date: Thu, 1 Dec 2011 14:10:16 +0300
Subject: [rt-users] Removing CC after initial ticket submission
In-Reply-To: <CACDD426.6536%srikumarp@fb.com>
References: <CACDD426.6536%srikumarp@fb.com>
Message-ID: <65375FD4-1A6A-4707-B06E-2FE4C05737FE@northwestern.edu>

Hi all,

I'm trying to get an idea of how this would be accomplished.

What we're hoping to do is modify one of our queues so that if a requestor CC's someone on the initial ticket, that CC will be removed from all subsequent comments/correspondance. I took a quick look through the RT contributions archive, but I couldn't see any scrips that would match this functionality. Is anyone out there aware of anything like this or have a hint as to how this could be done? We need this to be done only for a single queue, so modifying RT_SiteConfig.pm isn't really an option for us.

Many thanks,

Dan Rohan

From bart at pleh.info  Thu Dec  1 06:41:08 2011
From: bart at pleh.info (Bart)
Date: Thu, 1 Dec 2011 12:41:08 +0100
Subject: [rt-users] Removing CC after initial ticket submission
In-Reply-To: <65375FD4-1A6A-4707-B06E-2FE4C05737FE@northwestern.edu>
References: <CACDD426.6536%srikumarp@fb.com>
	<65375FD4-1A6A-4707-B06E-2FE4C05737FE@northwestern.edu>
Message-ID: <CAB2d3rY9Gk9hL463bgjRn_+3uYmHL3QLUGgqrdBcK2huX1y0PQ@mail.gmail.com>

Hi,

I guess you could make a scrip which launches during ticket creation
(Transaction Batch) which removes anyone in the CC for that ticket.

Since it launches in batch it will do it's work after the ticket is
created, so those in CC would still be fairly easy to add if needed during
replies.

This scrip does the oposite but might give you some ideas:
http://requesttracker.wikia.com/wiki/OnCreateSetDeptHeadCc

-- Bart


Op 1 december 2011 12:10 schreef Daniel G. Rohan
<d-rohan at northwestern.edu>het volgende:

> Hi all,
>
> I'm trying to get an idea of how this would be accomplished.
>
> What we're hoping to do is modify one of our queues so that if a requestor
> CC's someone on the initial ticket, that CC will be removed from all
> subsequent comments/correspondance. I took a quick look through the RT
> contributions archive, but I couldn't see any scrips that would match this
> functionality. Is anyone out there aware of anything like this or have a
> hint as to how this could be done? We need this to be done only for a
> single queue, so modifying RT_SiteConfig.pm isn't really an option for us.
>
> Many thanks,
>
> Dan Rohan
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  TBA
>
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From mike.johnson at nosm.ca  Thu Dec  1 08:56:26 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 1 Dec 2011 08:56:26 -0500
Subject: [rt-users] What right gives Configuration in the left hand menu
In-Reply-To: <CAOtpkagORkoxSfPiP-8B9iNoHPvFz7P0o4vBKzzvcreHG3WCYw@mail.gmail.com>
References: <CAFuoEe8NNHhdVD5O7W5PPoXLJ4EuSh-37sQC1tPcYHpM8iooYw@mail.gmail.com>
	<CAOtpkagORkoxSfPiP-8B9iNoHPvFz7P0o4vBKzzvcreHG3WCYw@mail.gmail.com>
Message-ID: <CAFuoEe8Kak2QK9POOTsww0TWkG7nPFohFVDY3F5O7Hdi-QzEvw@mail.gmail.com>

Hi Kenn,

Yes, that is what I was trying to accomplish. I wasn't giving "SuperUser"
to the group, the group name was "<queuename> Super Users" meaning they
have elevated privleges over a typical "<queuename> Users" member.

I just couldn't find the "ShowConfigTab" I remember reading about that
change when we moved from 3.2.1 --> 3.8.10 but for whatever reason I
couldn't find it. I obviously didn't look at the global group rights... :(

Thanks for your responses guys.

Mike.

On Wed, Nov 30, 2011 at 4:46 PM, Kenneth Crocker <kenn.crocker at gmail.com>wrote:

> Mike,
>
> Unless you trust those user with EVERYTHING, I wouldn't grant "SuperUser"
> to a lot of people. You can grant "ShowConfigTab" to the group you
> mentioned and then grant them rights like "ModifyACL", "ModifyScrips",
> "ModifyTemplates", etc. without giving away the store.
>
> Hope this helps.
>
> Kenn
>
>  On Wed, Nov 30, 2011 at 12:49 PM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>
>>  Hi folks,
>>
>> I'm having some difficulties figuring out why my users can't get to the
>> "Configuration" menu in RT. I've attempted to google/search the rt-users
>> list, but am having a difficult time getting what I want.
>>
>> I'm trying to allow a group of users to have access to configure their
>> queue specific custom fields. I am probably going about this wrong... and
>> need some direction...
>>
>> Let's say I have a queue called "Support", I create a group called
>> "Support Users" and use that to assign the rights to be able to update
>> tickets, own tickets, etc etc for that queue.
>>
>> I create a group called "Support Super Users" and this group I want to
>> have the ability to edit the queue's templates, scrips, custom fields etc.
>>
>> I thought you would just go into the configuration tab, select the queue,
>> and give the "Support Super Users" group access to things like Modify
>> Custom Field, Modify Scrips Modify Template, etc.
>>
>> This doesn't add the "configuration" menu item on the user's interface...
>>
>> How does that happen? Are they supposed to go through something else to
>> modify the custom field attributes of a queue? Or the scrips of a queue?
>> etc?
>>
>> Thanks!
>> Mike.
>>
>> --
>> 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 nosm.ca
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ? TBA
>>
>
>


-- 
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 nosm.ca
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From vollmar at nf.mpg.de  Thu Dec  1 09:17:51 2011
From: vollmar at nf.mpg.de (Stefan Vollmar)
Date: Thu, 01 Dec 2011 15:17:51 +0100
Subject: [rt-users] notify colleagues about a ticket in RT web interface
	(not by mail)
Message-ID: <37DA7379-66D2-4EC5-B65C-41635371479C@nf.mpg.de>

Hi,

we have just started using RT and come across this problem: a ticket has been opened (by one of our users via a simplified web interface or internally), somebody in the support group has started working on it (she/he is now the owner) but finds that other colleagues should be involved at some stage. Now using a CC or AdminCC with the "comment" action can be used to notify the colleague that help would be appreciated with this case. However, this notification is mail-based and (in our case) some members of the support group will look at the RT web interface more often than at their mail clients - but the ticket will not show in either of their default ticket lists (it is neither "unowned", nor is it "owned" by them). Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case?

Many thanks in advance for any help with this!

Best regards,
 Stefan
-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut f?r neurologische Forschung
Gleueler Str. 50, 50931 K?ln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
E-Mail: vollmar at nf.mpg.de   http://www.nf.mpg.de








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From Izz.Abdullah at hibbett.com  Thu Dec  1 09:38:09 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Thu, 1 Dec 2011 08:38:09 -0600
Subject: [rt-users] notify colleagues about a ticket in RT web
 interface(not by mail)
In-Reply-To: <37DA7379-66D2-4EC5-B65C-41635371479C@nf.mpg.de>
References: <37DA7379-66D2-4EC5-B65C-41635371479C@nf.mpg.de>
Message-ID: <BAB510D4DA891440A7CE408F3C08635301C8596D06A9@hsg-mail-001.corp01.hibbett.com>

I would be interested in this as well.  Stefan, I don't have an answer for you, as I am not an expert, but I will be looking into it today since you brought up an interesting request.

Thanks,
Izz

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stefan Vollmar
Sent: Thursday, December 01, 2011 8:18 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] notify colleagues about a ticket in RT web interface(not by mail)

Hi,

we have just started using RT and come across this problem: a ticket has been opened (by one of our users via a simplified web interface or internally), somebody in the support group has started working on it (she/he is now the owner) but finds that other colleagues should be involved at some stage. Now using a CC or AdminCC with the "comment" action can be used to notify the colleague that help would be appreciated with this case. However, this notification is mail-based and (in our case) some members of the support group will look at the RT web interface more often than at their mail clients - but the ticket will not show in either of their default ticket lists (it is neither "unowned", nor is it "owned" by them). Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case?

Many thanks in advance for any help with this!

Best regards,
 Stefan
--
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut f?r neurologische Forschung Gleueler Str. 50, 50931 K?ln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
E-Mail: vollmar at nf.mpg.de   http://www.nf.mpg.de










From ruz at bestpractical.com  Thu Dec  1 09:40:22 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 1 Dec 2011 18:40:22 +0400
Subject: [rt-users] The RT Wiki - Restructure (start using categories?)
In-Reply-To: <CAB2d3rbz-=W8KWknquVz4N0nR6XSh30WXbqLQwYK20hHqfOXVQ@mail.gmail.com>
References: <CAMOxC8v=EzYqhtPcLqgyE=M_dqMkTpVnpoy_tFDSZ_c5saqz1A@mail.gmail.com>
	<4158024.736.1322577674922.JavaMail.root@benjamin.baylink.com>
	<CAB2d3rbe2wY-K08=wrotF03P1kFMGKFfnPqnneGmmU0as_Em3A@mail.gmail.com>
	<CAB2d3raKg39ni-3G3H-R0EwteLtgSep+DjaaLk87MLhhwBP5xg@mail.gmail.com>
	<CAMOxC8ui+PDuYDRgAoH7xzUhSu5QkQ-QSJ3mE=CSpB93Fn1oyQ@mail.gmail.com>
	<CAB2d3rbz-=W8KWknquVz4N0nR6XSh30WXbqLQwYK20hHqfOXVQ@mail.gmail.com>
Message-ID: <CAMOxC8v-wAB8v7Tf-iWEokfA7hqkj=gdLhCdo-0Gg_D_VOuTNQ@mail.gmail.com>

Hi,

People already started work on installation guides.

A few templates:
http://requesttracker.wikia.com/wiki/Special:UncategorizedTemplates

Every installation guide on the wiki should use:
http://requesttracker.wikia.com/wiki/Template:UnofficialInstallGuide

All pages that use this template:
http://requesttracker.wikia.com/index.php?title=Special:WhatLinksHere/Template:UnofficialInstallGuide&limit=500

Most are marked with UnofficialInstallGuide:
http://requesttracker.wikia.com/wiki/Category:UnofficialInstallGuide



-- 
Best regards, Ruslan.


From trs at bestpractical.com  Thu Dec  1 09:48:18 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 01 Dec 2011 09:48:18 -0500
Subject: [rt-users] notify colleagues about a ticket in RT web interface
 (not by mail)
In-Reply-To: <37DA7379-66D2-4EC5-B65C-41635371479C@nf.mpg.de>
References: <37DA7379-66D2-4EC5-B65C-41635371479C@nf.mpg.de>
Message-ID: <4ED793B2.2050708@bestpractical.com>

On 12/01/2011 09:17 AM, Stefan Vollmar wrote:
> we have just started using RT and come across this problem: a ticket
> has been opened (by one of our users via a simplified web interface
> or internally), somebody in the support group has started working on
> it (she/he is now the owner) but finds that other colleagues should
> be involved at some stage. Now using a CC or AdminCC with the
> "comment" action can be used to notify the colleague that help would
> be appreciated with this case. However, this notification is
> mail-based and (in our case) some members of the support group will
> look at the RT web interface more often than at their mail clients -
> but the ticket will not show in either of their default ticket lists
> (it is neither "unowned", nor is it "owned" by them). Is there a
> recommended way to notify regular RT users (in the RT web interface)
> that they should look into a ticket - other than generating mail
> notifications for them or making them the owner of a case?

A common approach is to add the staff as a ticket AdminCc and add a new
homepage/dashboard search (or modify the existing ones) to check
AdminCc.id = '__CurrentUser__'

Thomas


From Albert.Shih at obspm.fr  Thu Dec  1 09:54:47 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Thu, 1 Dec 2011 15:54:47 +0100
Subject: [rt-users] Tools menu in RT 4
Message-ID: <20111201145447.GD81162@pcjas.obspm.fr>

Hi 


In RT 3.8.x we have a tools menu with some basic function of reporting. I
don't see this functions in RT 4. 

Should I install some module to have it back ? 

Regards.
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 1 d?c 2011 15:53:52 CET


From raphael.mouneyres at sagemcom.com  Thu Dec  1 09:56:17 2011
From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=)
Date: Thu, 1 Dec 2011 15:56:17 +0100
Subject: [rt-users] RE notify colleagues about a ticket in RT web
 interface	(not by mail)
In-Reply-To: <37DA7379-66D2-4EC5-B65C-41635371479C@nf.mpg.de>
Message-ID: <28009_1322751381_4ED79595_28009_1221_1_OF5E20AFCF.86EAEF14-ONC1257959.0051C712-C1257959.00520EF7@sagemcom.com>

Hello,

here, when someone need help from someone else, he writes a comment as you 
do, and then gives the ticket to the person from who he wantq support. 
A scrip informs him by email, and the ticket is now in his list.
When this second person has finished helping/commenting, he can give back 
the ticket to the firt person.
This is a simple mechanism, but working here.

Rapha??l MOUNEYRES




Stefan Vollmar <vollmar at nf.mpg.de> 
Envoy?? par : rt-users-bounces at lists.bestpractical.com
01/12/2011 15:35

A
rt-users at lists.bestpractical.com
cc

Objet
[rt-users] notify colleagues about a ticket in RT web interface (not by 
mail)






Hi,

we have just started using RT and come across this problem: a ticket has 
been opened (by one of our users via a simplified web interface or 
internally), somebody in the support group has started working on it 
(she/he is now the owner) but finds that other colleagues should be 
involved at some stage. Now using a CC or AdminCC with the "comment" 
action can be used to notify the colleague that help would be appreciated 
with this case. However, this notification is mail-based and (in our case) 
some members of the support group will look at the RT web interface more 
often than at their mail clients - but the ticket will not show in either 
of their default ticket lists (it is neither "unowned", nor is it "owned" 
by them). Is there a recommended way to notify regular RT users (in the RT 
web interface) that they should look into a ticket - other than generating 
mail notifications for them or making them the owner of a case?

Many thanks in advance for any help with this!

Best regards,
 Stefan
-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut f??r neurologische Forschung
Gleueler Str. 50, 50931 K??ln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
E-Mail: vollmar at nf.mpg.de   http://www.nf.mpg.de








--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ??? TBA


#
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informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
pas destin?s, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
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                               ******

" This e-mail and any attached documents may contain confidential or
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From dgarcia at cesca.cat  Thu Dec  1 10:24:52 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Thu, 01 Dec 2011 16:24:52 +0100
Subject: [rt-users]  A little question about Standalone Server Mode
In-Reply-To: <4ED79A22.3020002@cesca.cat>
References: <4ED79A22.3020002@cesca.cat>
Message-ID: <4ED79C44.6040806@cesca.cat>

Hi, i'm Dani from CESCA, a company from Barcelona that it wants to 
implement the RT on the system.

I'm doing a pilot test with RT on a virtual machine. Exactly I first 
doing a 'Standalone Server Mode' configuration. So I put this parameters 
when I installed the RT:

./configure --with-my-user-group --with-db-type=mysql 
--enable-layout=inplace --with-devel-mode

After that, I installed RT and BD perfectly, without errors.


So, I run RT in MVL and I can't send email to anybody.
My question is: from a'Standalone Server Mode' its possibly send mail?
If possible, how do you send with sendmail? I have to put some 
parameters in SiteConfig ?


From dgarcia at cesca.cat  Thu Dec  1 10:15:46 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Thu, 01 Dec 2011 16:15:46 +0100
Subject: [rt-users] A little question about Standalone Server Mode
Message-ID: <4ED79A22.3020002@cesca.cat>

Hi, i'm Dani from CESCA, a company from Barcelona that it wants to 
implement the RT on the system.

I'm doing a pilot test with RT on a virtual machine. Exactly I first 
doing a 'Standalone Server Mode' configuration. So I put this parameters 
when I installed the RT:

./configure --with-my-user-group --with-db-type=mysql 
--enable-layout=inplace --with-devel-mode

After that, I installed RT and BD perfectly, without errors.


So, I run RT in MVL and I can't send email to anybody.
My question is: from a'Standalone Server Mode' its possibly send mail?
If possible, how do you send with sendmail? I have to put some 
parameters in SiteConfig ?



Thanks, and sorry for my english, I'm a university student!

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From cloos at netcologne.de  Thu Dec  1 10:40:26 2011
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 01 Dec 2011 16:40:26 +0100
Subject: [rt-users] notify colleagues about a ticket in RT web interface
 (not by mail)
In-Reply-To: <37DA7379-66D2-4EC5-B65C-41635371479C@nf.mpg.de>
References: <37DA7379-66D2-4EC5-B65C-41635371479C@nf.mpg.de>
Message-ID: <4ED79FEA.6020506@netcologne.de>

Am 01.12.2011 15:17, schrieb Stefan Vollmar:
> Hi,
>
> we have just started using RT and come across this problem: a ticket has been opened (by one of our users via a simplified web interface or internally), somebody in the support group has started working on it (she/he is now the owner) but finds that other colleagues should be involved at some stage. Now using a CC or AdminCC with the "comment" action can be used to notify the colleague that help would be appreciated with this case. However, this notification is mail-based and (in our case) some members of the support group will look at the RT web interface more often than at their mail clients - but the ticket will not show in either of their default ticket lists (it is neither "unowned", nor is it "owned" by them). Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case?
>
> Many thanks in advance for any help with this!
>
> Best regards,
>   Stefan
How about creating an "Depends on" ticket and set the other colleague as 
the owner of the new ticket.

-Chris


From ruz at bestpractical.com  Thu Dec  1 10:46:35 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 1 Dec 2011 19:46:35 +0400
Subject: [rt-users] A little question about Standalone Server Mode
In-Reply-To: <4ED79C44.6040806@cesca.cat>
References: <4ED79A22.3020002@cesca.cat>
	<4ED79C44.6040806@cesca.cat>
Message-ID: <CAMOxC8u4+Ym217j42OkKqyCK7tcqZarO5VDj7u=2vznYKkokXQ@mail.gmail.com>

Hi,

Make sure $SendmailPath option in the config is correct.

On Thu, Dec 1, 2011 at 7:24 PM, Daniel Garcia Mejia <dgarcia at cesca.cat> wrote:
> Hi, i'm Dani from CESCA, a company from Barcelona that it wants to implement
> the RT on the system.
>
> I'm doing a pilot test with RT on a virtual machine. Exactly I first doing a
> 'Standalone Server Mode' configuration. So I put this parameters when I
> installed the RT:
>
> ./configure --with-my-user-group --with-db-type=mysql
> --enable-layout=inplace --with-devel-mode
>
> After that, I installed RT and BD perfectly, without errors.
>
>
> So, I run RT in MVL and I can't send email to anybody.
> My question is: from a'Standalone Server Mode' its possibly send mail?
> If possible, how do you send with sendmail? I have to put some parameters in
> SiteConfig ?
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?TBA



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Dec  1 10:56:16 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 1 Dec 2011 19:56:16 +0400
Subject: [rt-users] Tools menu in RT 4
In-Reply-To: <20111201145447.GD81162@pcjas.obspm.fr>
References: <20111201145447.GD81162@pcjas.obspm.fr>
Message-ID: <CAMOxC8tU9hfptiLbB-bwcf3=i=VNNYN-K_jz5Z6-Ja5ofgqyDw@mail.gmail.com>

Hi,

Any of those basic reporting tools can be replaced with saved charts
and dashboards in RT4.

On Thu, Dec 1, 2011 at 6:54 PM, Albert Shih <Albert.Shih at obspm.fr> wrote:
> Hi
>
>
> In RT 3.8.x we have a tools menu with some basic function of reporting. I
> don't see this functions in RT 4.
>
> Should I install some module to have it back ?
>
> Regards.
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> T?l?phone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> jeu 1 d?c 2011 15:53:52 CET
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?TBA



-- 
Best regards, Ruslan.


From Albert.Shih at obspm.fr  Thu Dec  1 15:16:38 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Thu, 1 Dec 2011 21:16:38 +0100
Subject: [rt-users] Tools menu in RT 4
In-Reply-To: <CAMOxC8tU9hfptiLbB-bwcf3=i=VNNYN-K_jz5Z6-Ja5ofgqyDw@mail.gmail.com>
References: <20111201145447.GD81162@pcjas.obspm.fr>
	<CAMOxC8tU9hfptiLbB-bwcf3=i=VNNYN-K_jz5Z6-Ja5ofgqyDw@mail.gmail.com>
Message-ID: <20111201201638.GA82026@pcjas.obspm.fr>

 Le 01/12/2011 ? 19:56:16+0400, Ruslan Zakirov a ?crit
Hi

Thanks for you answer.

> 
> Any of those basic reporting tools can be replaced with saved charts
> and dashboards in RT4.

Maybe (no It's certain) I'm totaly stupid, but even with all right I don't
see how can I have charts in RT4 ...

Regards.

-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 1 d?c 2011 21:15:08 CET


From Albert.Shih at obspm.fr  Thu Dec  1 15:20:36 2011
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Thu, 1 Dec 2011 21:20:36 +0100
Subject: [rt-users] Tools menu in RT 4
In-Reply-To: <20111201201638.GA82026@pcjas.obspm.fr>
References: <20111201145447.GD81162@pcjas.obspm.fr>
	<CAMOxC8tU9hfptiLbB-bwcf3=i=VNNYN-K_jz5Z6-Ja5ofgqyDw@mail.gmail.com>
	<20111201201638.GA82026@pcjas.obspm.fr>
Message-ID: <20111201202036.GB82026@pcjas.obspm.fr>

 Le 01/12/2011 ? 21:16:38+0100, Albert Shih a ?crit
>  Le 01/12/2011 ? 19:56:16+0400, Ruslan Zakirov a ?crit
> > 
> > Any of those basic reporting tools can be replaced with saved charts
> > and dashboards in RT4.
> 
> Maybe (no It's certain) I'm totaly stupid, but even with all right I don't
> see how can I have charts in RT4 ...

Forget it. I find it...

Thanks
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
T?l?phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 1 d?c 2011 21:20:20 CET


From vance_walsh at concordacademy.org  Thu Dec  1 15:26:36 2011
From: vance_walsh at concordacademy.org (Vance Walsh)
Date: Thu, 01 Dec 2011 15:26:36 -0500
Subject: [rt-users] Create another "QuickSeach" panel ?
In-Reply-To: <CAMOxC8tdOduN7C8wJ4k4=SozAt=vbjL=bCTmi=QQUYyJLLxSWg@mail.gmail.com>
References: <CAMOxC8tdOduN7C8wJ4k4=SozAt=vbjL=bCTmi=QQUYyJLLxSWg@mail.gmail.com>
Message-ID: <fc.000f737403189c85000f73740317cf2f.3189c92@concordacademy.org>

This is exactly what I was looking for, thank you.

Is there something special I would need to do permissions wise to remove
columns? I seem to have no edit option and I am not sure if that is a
permissions issue or a part of the module config.

In short we do not used Stalled, we have multiple other stalled status we use
which are showing up as well.

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

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From trs at bestpractical.com  Thu Dec  1 15:28:16 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 01 Dec 2011 15:28:16 -0500
Subject: [rt-users] [rt-announce] RT Training in Boston - March 5 & 6, 2012
Message-ID: <4ED7E360.2060204@bestpractical.com>

March 2012 will bring a two-day RT training session to our hometown of
Boston!

To learn more and sign up online, visit
<https://shop.bestpractical.com/#Training>.

Drop us a line at training at bestpractical.com with any questions you have
or to inquire about discounted pricing for academic institutions.


### What does training cover?

The first day starts off with a tour of RT's web interface and continues
with a detailed exploration and explanation of RT's functionality,
workflows and configurability. We'll touch on basic administration, but
concentrate largely on helping you and your team get the most out of
your RT instance.

The second day of training picks up with RT administration and dives
into what you need to safely customize and extend RT. We'll cover
point-and-click configuration, upgrading and installing RT, development
best practices, RT's API, building an extension, and database tuning.

It goes without saying that you'll get the most out of training if you
attend both days of the course, but we've designed the material so that
you can step out after the first day with a dramatically improved
understanding of how to use RT or show up on the second day and get
quickly up to speed on how to make RT do your bidding.
_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From ruz at bestpractical.com  Thu Dec  1 15:40:05 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 2 Dec 2011 00:40:05 +0400
Subject: [rt-users] Create another "QuickSeach" panel ?
In-Reply-To: <fc.000f737403189c85000f73740317cf2f.3189c92@concordacademy.org>
References: <CAMOxC8tdOduN7C8wJ4k4=SozAt=vbjL=bCTmi=QQUYyJLLxSWg@mail.gmail.com>
	<fc.000f737403189c85000f73740317cf2f.3189c92@concordacademy.org>
Message-ID: <CAMOxC8vUBwkq0RsquXVo9KcwB8xPiJtGxrBQWi7pBCPR2+z43g@mail.gmail.com>

On Fri, Dec 2, 2011 at 12:26 AM, Vance Walsh
<vance_walsh at concordacademy.org> wrote:
> This is exactly what I was looking for, thank you.
>
> Is there something special I would need to do permissions wise to remove
> columns? I seem to have no edit option and I am not sure if that is a
> permissions issue or a part of the module config.

As far as I recall it uses all active statuses. Probably stalled kicks
in from approvals lifecycle. Investigate yourself a little bit. Ping
me once again if you can not find reason.


>
> In short we do not used Stalled, we have multiple other stalled status we
> use which are showing up as well.
>
> ---
>
> Vance Walsh
> Network and Systems Administrator
> Concord Academy - Concord, Mass.
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From pofish at ucdavis.edu  Thu Dec  1 16:22:42 2011
From: pofish at ucdavis.edu (Patrick Fish)
Date: Thu, 1 Dec 2011 21:22:42 +0000
Subject: [rt-users] Superscript?
Message-ID: <05AD4EE355A101449606559DD4802D75488639@exmbx6.ex.ad3.ucdavis.edu>

Hello,

Is it possible to enable superscript in the RT WYSIWYG (CKEditor?) editor?

Thanks,
Patrick
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From vollmar at nf.mpg.de  Thu Dec  1 16:49:32 2011
From: vollmar at nf.mpg.de (Stefan Vollmar)
Date: Thu, 01 Dec 2011 22:49:32 +0100
Subject: [rt-users] notify colleagues about a ticket in RT web interface
 (not by mail)
In-Reply-To: <4ED793B2.2050708@bestpractical.com>
References: <37DA7379-66D2-4EC5-B65C-41635371479C@nf.mpg.de>
	<4ED793B2.2050708@bestpractical.com>
Message-ID: <E4C7860A-5BD0-4B15-AF84-FF867E5FDE9B@nf.mpg.de>

Dear Thomas,

On 01.12.2011, at 15:48, Thomas Sibley wrote:

> On 12/01/2011 09:17 AM, Stefan Vollmar wrote:
>> [...] Is there a
>> recommended way to notify regular RT users (in the RT web interface)
>> that they should look into a ticket - other than generating mail
>> notifications for them or making them the owner of a case?
> 
> A common approach is to add the staff as a ticket AdminCc and add a new
> homepage/dashboard search (or modify the existing ones) to check
> AdminCc.id = '__CurrentUser__'


Great, thanks! I think that would solve our current problem. It seems that

(Owner = '__CurrentUser__' OR  Cc.id = '__CurrentUser__' OR
 AdminCc.id = '__CurrentUser__') AND (Status = 'new' OR Status = 'open')

worked when I modified the search filter in a custom dashboard. Unfortunately, it only worked once, then the old search filter was back in the custom dashboard. How can I make this modified search filter permanent? Or even better: how can I change every user's default dashboard so it works with the above search filter?

Many thanks in advance!
Warm regards,
 Stefan
-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut f?r neurologische Forschung
Gleuelerstr. 50, 50931 K?ln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
Email: vollmar at nf.mpg.de   http://www.nf.mpg.de






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From vollmar at nf.mpg.de  Thu Dec  1 18:43:37 2011
From: vollmar at nf.mpg.de (Stefan Vollmar)
Date: Fri, 02 Dec 2011 00:43:37 +0100
Subject: [rt-users] Fwd: notify colleagues about a ticket in RT web
 interface (not by mail)
References: <E4C7860A-5BD0-4B15-AF84-FF867E5FDE9B@nf.mpg.de>
Message-ID: <2C4E3875-A4BB-41FB-8309-B7131B6DD898@nf.mpg.de>

Dear Thomas,

I think I was able to solve it myself: I needed to be logged in as root. I could then save the modified query (from query builder), then select Configuration:Globals:RT-at-a-Glance and replace the default query with the one I had just saved - neat!

Warm regards,
 Stefan

Begin forwarded message:

> From: Stefan Vollmar <vollmar at nf.mpg.de>
> Date: 1. Dezember 2011 22:49:32 MEZ
> To: Thomas Sibley <trs at bestpractical.com>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] notify colleagues about a ticket in RT web interface (not by mail)
> 
> Dear Thomas,
> 
> On 01.12.2011, at 15:48, Thomas Sibley wrote:
> 
>> On 12/01/2011 09:17 AM, Stefan Vollmar wrote:
>>> [...] Is there a
>>> recommended way to notify regular RT users (in the RT web interface)
>>> that they should look into a ticket - other than generating mail
>>> notifications for them or making them the owner of a case?
>> 
>> A common approach is to add the staff as a ticket AdminCc and add a new
>> homepage/dashboard search (or modify the existing ones) to check
>> AdminCc.id = '__CurrentUser__'
> 
> 
> Great, thanks! I think that would solve our current problem. It seems that
> 
> (Owner = '__CurrentUser__' OR  Cc.id = '__CurrentUser__' OR
> AdminCc.id = '__CurrentUser__') AND (Status = 'new' OR Status = 'open')
> 
> worked when I modified the search filter in a custom dashboard. Unfortunately, it only worked once, then the old search filter was back in the custom dashboard. How can I make this modified search filter permanent? Or even better: how can I change every user's default dashboard so it works with the above search filter?
> 
> Many thanks in advance!
> Warm regards,
> Stefan
> -- 
> Dr. Stefan Vollmar, Dipl.-Phys.
> Head of IT group
> Max-Planck-Institut f?r neurologische Forschung
> Gleuelerstr. 50, 50931 K?ln, Germany
> Tel.: +49-221-4726-213  FAX +49-221-4726-298
> Tel.: +49-221-478-5713  Mobile: 0160-93874279
> Email: vollmar at nf.mpg.de   http://www.nf.mpg.de
> 
> 
> 
> 
> 
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut f?r neurologische Forschung
Gleuelerstr. 50, 50931 K?ln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
Email: vollmar at nf.mpg.de   http://www.nf.mpg.de






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From fireskyer at gmx.de  Fri Dec  2 07:02:25 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 2 Dec 2011 04:02:25 -0800 (PST)
Subject: [rt-users]  Can't open Ticket Time::ParseDate error
Message-ID: <32901809.post@talk.nabble.com>


Hello everybody 

RT: 3.8.9 
Server : Ubuntu 10.04


I have a Problem to open a ticket. If i try to open it ... there comes no
repsponse from the webif...

In the RT log i found the fowllowing entry:

 RT::Date used Time::ParseDate to make 'now' 1322826880


so i have updated the perl module but the problem still apperars... 

best regards 

john s. 








-- 
View this message in context: http://old.nabble.com/Can%27t-open-Ticket-Time%3A%3AParseDate-error-tp32901809p32901809.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From givano at gmail.com  Fri Dec  2 09:10:37 2011
From: givano at gmail.com (Givano)
Date: Fri, 2 Dec 2011 15:10:37 +0100
Subject: [rt-users] RT-Extention-QueueDeactivatedScrips
In-Reply-To: <CAMOxC8ugx4_yMAfEX53-Fz6ionW-eMpR_jfmkWMDKkFiL59aQA@mail.gmail.com>
References: <FA0159D08C54E940853E910668278BEF21EB8FE1@HQDODGE.bucklehq.com>
	<CAMOxC8ty5_9O_LRNEMXJuB2x+KcW+2wU=C5KLZW=jjoqWAgaTQ@mail.gmail.com>
	<FA0159D08C54E940853E910668278BEF21EB8FE3@HQDODGE.bucklehq.com>
	<CAMOxC8ugx4_yMAfEX53-Fz6ionW-eMpR_jfmkWMDKkFiL59aQA@mail.gmail.com>
Message-ID: <CAGjtDttr9Vq7gecOk3ExwCVdN7hYfj5drxa4mH=WJXLsQXXe7Q@mail.gmail.com>

Hi guys,

if it's still interesting, I have done the patch for rt 4.0.2 and it works
fine for me. Only three files need to be modified two html and one lib. If
you want I can send you diffs or the files for rt4.0.2. I dont know if it
will work with 4.0.4.

BR, Ivan

2011/10/6 Ruslan Zakirov <ruz at bestpractical.com>

> Hi,
>
> On Thu, Oct 6, 2011 at 7:25 PM, Randy Black <Randy.Black at buckle.com>
> wrote:
> > Know of anyone working on the port?
>
>
> I don't know. It's on github and there is no forks of the project.
> Torsten packaged the extension, probably newer version depends on
> patches people would send and/or on his upgrade schedule.
>
>
> > -----Original Message-----
> > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
> Behalf Of Ruslan Zakirov
> > Sent: Thursday, October 06, 2011 12:24 PM
> > To: Randy Black
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] RT-Extention-QueueDeactivatedScrips
> >
> > Hi,
> >
> > File that couldn't be found was deleted between RT3 and RT4. What
> > means that extension has not been ported over RT4.
> >
> > On Thu, Oct 6, 2011 at 4:45 PM, Randy Black <Randy.Black at buckle.com>
> wrote:
> >> Does anyone use this extension and have it working in a production 4.0.2
> >> instance of RT?
> >>
> >> I have it installed, but when selecting a queue and then selecting
> ?scrips >
> >> select? from the menu, I get ?could not find component for path
> >> ?/Admin/Elements/QueueTabs??
> >>
> >> Looking through the doc, the wiki and google, produced nothing.
> >>
> >> Thanks,
> >>
> >> Randy
> >>
> >> --------
> >> RT Training Sessions (http://bestpractical.com/services/training.html)
> >> *  San Francisco, CA, USA ? October 18 & 19, 2011
> >> *  Washington DC, USA ? October 31 & November 1, 2011
> >> *  Barcelona, Spain ? November 28 & 29, 2011
> >>
> >
> >
> >
> > --
> > Best regards, Ruslan.
> >
>
>
>
> --
> Best regards, Ruslan.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>
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From dmsimard at iweb.com  Fri Dec  2 09:42:51 2011
From: dmsimard at iweb.com (David Moreau Simard)
Date: Fri, 02 Dec 2011 09:42:51 -0500
Subject: [rt-users] RT-Extention-QueueDeactivatedScrips
In-Reply-To: <CAGjtDttr9Vq7gecOk3ExwCVdN7hYfj5drxa4mH=WJXLsQXXe7Q@mail.gmail.com>
References: <FA0159D08C54E940853E910668278BEF21EB8FE1@HQDODGE.bucklehq.com>
	<CAMOxC8ty5_9O_LRNEMXJuB2x+KcW+2wU=C5KLZW=jjoqWAgaTQ@mail.gmail.com>
	<FA0159D08C54E940853E910668278BEF21EB8FE3@HQDODGE.bucklehq.com>
	<CAMOxC8ugx4_yMAfEX53-Fz6ionW-eMpR_jfmkWMDKkFiL59aQA@mail.gmail.com>
	<CAGjtDttr9Vq7gecOk3ExwCVdN7hYfj5drxa4mH=WJXLsQXXe7Q@mail.gmail.com>
Message-ID: <4ED8E3EB.3000003@iweb.com>

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From balint.bekeny at docca.hu  Fri Dec  2 10:54:06 2011
From: balint.bekeny at docca.hu (=?UTF-8?B?QsOBTElOVCBCZWvDqW55?=)
Date: Fri, 2 Dec 2011 16:54:06 +0100
Subject: [rt-users] Limit upload to compressed files
In-Reply-To: <D50AFE28895EE74DB5C80EB105CC0882CDBD8C@zserv1.skm.local>
References: <Acyd72vcLtW11z8pSKu7KKl+fKyBwg==>
	<D50AFE28895EE74DB5C80EB105CC0882CDBD8C@zserv1.skm.local>
Message-ID: <CAEMrJvA8Ex_kyXF=dHYaAfH8w9ofkS2CxQWOFz4Nnqp_=EK4_g@mail.gmail.com>

Hi,

I think the easiest way is this:
http://www.w3schools.com/tags/att_input_accept.asp

But:
- it's not yet supported by all browsers
- it's not on server side, so can be ignored

--
Bekeny
Docca OutSource IT Ltd.


On Tue, Nov 8, 2011 at 9:23 AM, Michael Polenske <
Michael.Polenske at skm-skyline.de> wrote:

> Good morning,****
>
> ** **
>
> we allow our customers to upload files (configuration files, kernel dumps
> etc) to their ticket. Unfortunately not all customers follow the rule and
> compress their uploads, so it can be that they upload a config file with
> >20MB (compressed with standard zip it?s <1MB).****
>
> ** **
>
> So big question ? can I limit the upload to .zip /.gz/.rar.7z or whatever
> on a easy way ? Any idea ?****
>
> ** **
>
> Thanks and best regards,****
>
> Michael****
>
> ** **
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain ? November 28 & 29, 2011
>
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From bwiese at ElementPS.com  Fri Dec  2 11:49:50 2011
From: bwiese at ElementPS.com (Brent Wiese)
Date: Fri, 2 Dec 2011 09:49:50 -0700
Subject: [rt-users] CustomField value is reset or deleted back to prior
	value in scrip
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F26C65A620B@EXCCR01.eps.local>

I have 4 custom fields in this scenario:

1st Approval
2nd Approval

Those are both "Select One Value" dropdowns that apply to tickets. Permissions are "view" for Privileged and modify for a group allowed to approve these tickets.

I have 2 additional fields:
1st Approved By
2nd Approved By

Both are "Enter one value" that apply to tickets. Privileged has view and there are no other permissions set (I don't want users able to set this field, essentially "read only" - you'll see why in a minute).

If an approver makes a selection in one of the select boxes, I have scrip that will enter a value in the corresponding "approved by" field.

Here's the weird thing - it works perfect for the "1st" boxes. But when I choose a value for the 2nd approval, it sets it, then reverts it back to the previous value (I've tried modifying the field as a superuser to confirm its rolling back and not just deleting the value). The scrip code from the "1st" check/set was copy/pasted and only the variables changed to reflect the different column ids.

Here is the snippet from the ticket history:
Fri Dec 02 09:35:37 2011 Brent Wiese - (CC) 2nd Approval No changed to Yes
Fri Dec 02 09:35:37 2011 The RT System itself - (CC) Seconded By Approved by: Brent Wiese added
Fri Dec 02 09:35:37 2011 Brent Wiese - (CC) Seconded By Approved by: Brent Wiese deleted

Scrip:
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition:
unless ($self->TransactionObj->Type eq "CustomField" ) {
return 0;
}
1;

Prep:
# Set Field to ID of (CC) 1st Approval:
my $CFid = 5;
# Set to ID of (CC) 1st Approved By:
my $CFAppID = 18;
# Set Field to ID of (CC) 2nd Approval:
my $CFid2 = 17;
# Set to ID of (CC) 2nd Approved By:
my $CFAppID2 = 20;
# Set to 1 if you want an extra line that the scrip made changes logged in the ticket history
my $rec = 1;

my $cf_obj = RT::CustomField->new($RT::SystemUser);

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $person = $trans->CreatorObj->RealName;

if ( $self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field == $CFid ) {

                                $cf_obj->LoadByName( Name => $CFAppID );

                                my $val = $ticket->FirstCustomFieldValue($CFid);
                                if ($val eq 'Yes') {
                                                $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Approved by: $person", RecordTransaction => $rec );
                                                } elsif ($val eq 'No') {
                                                $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Disapproved by: $person", RecordTransaction => $rec );
                                                } else {
                                                $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Pending", RecordTransaction => $rec );
                                                }
}

if ( $self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field == $CFid2 ) {

                                $cf_obj->LoadByName( Name => $CFAppID2 );

                                my $val2 = $ticket->FirstCustomFieldValue($CFid2);
                                if ($val2 eq 'Yes') {
                                                $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Approved by: $person", RecordTransaction => $rec );
                                                } elsif ($val2 eq 'No') {
                                                $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Disapproved by: $person", RecordTransaction => $rec );
                                                } else {
                                                $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Pending", RecordTransaction => $rec );
                                                }
}
return 1;  <-- I've tried return 0 here too and no difference

No cleanup.

It was working this way before I added the $cf_obj variable.  I thought maybe hard-coding it to enter the value as RT_System would help, but it made no difference.

I tried doing all the code in the custom condition (which is why I'm still checking if it's a customfield transaction in the if statement). Works the same either way I try it.

Any thoughts?

Thanks,
Brent


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From kenn.crocker at gmail.com  Fri Dec  2 13:40:35 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Fri, 2 Dec 2011 10:40:35 -0800
Subject: [rt-users] CustomField value is reset or deleted back to prior
 value in scrip
In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F26C65A620B@EXCCR01.eps.local>
References: <7ECD0C8955ADE149B95716B364B4D58F26C65A620B@EXCCR01.eps.local>
Message-ID: <CAOtpkajpW5fHUBdSgMeVXHKsfc748npFTNGyU3xda+HT1RYr_w@mail.gmail.com>

Brent,


Without looking at your code, I can tell you that you should make the stage
"TransactionBatch" (be sure to turn that on in your RT_SiteConfig.pm file).

Try and see if that works.

Kenn

On Fri, Dec 2, 2011 at 8:49 AM, Brent Wiese <bwiese at elementps.com> wrote:

> I have 4 custom fields in this scenario:****
>
> ** **
>
> 1st Approval****
>
> 2nd Approval****
>
> ** **
>
> Those are both ?Select One Value? dropdowns that apply to tickets.
> Permissions are ?view? for Privileged and modify for a group allowed to
> approve these tickets.****
>
> ** **
>
> I have 2 additional fields:****
>
> 1st Approved By****
>
> 2nd Approved By****
>
> ** **
>
> Both are ?Enter one value? that apply to tickets. Privileged has view and
> there are no other permissions set (I don?t want users able to set this
> field, essentially ?read only? - you?ll see why in a minute).****
>
> ** **
>
> If an approver makes a selection in one of the select boxes, I have scrip
> that will enter a value in the corresponding ?approved by? field.****
>
> ** **
>
> Here?s the weird thing ? it works perfect for the ?1st? boxes. But when I
> choose a value for the 2nd approval, it sets it, then reverts it back to
> the previous value (I?ve tried modifying the field as a superuser to
> confirm its rolling back and not just deleting the value). The scrip code
> from the ?1st? check/set was copy/pasted and only the variables changed
> to reflect the different column ids.****
>
> ** **
>
> Here is the snippet from the ticket history:****
>
> Fri Dec 02 09:35:37 2011 Brent Wiese - (CC) 2nd Approval No changed to Yes
> ****
>
> Fri Dec 02 09:35:37 2011 The RT System itself - (CC) Seconded By Approved
> by: Brent Wiese added ****
>
> Fri Dec 02 09:35:37 2011 Brent Wiese - (CC) Seconded By Approved by:
> Brent Wiese deleted ****
>
> ** **
>
> Scrip:****
>
> Condition: User Defined****
>
> Action: User Defined****
>
> Template: Global template: Blank****
>
> Stage: TransactionCreate****
>
> ** **
>
> Custom condition:****
>
> unless ($self->TransactionObj->Type eq "CustomField" ) {****
>
> return 0;****
>
> }****
>
> 1;****
>
> ** **
>
> Prep:****
>
> # Set Field to ID of (CC) 1st Approval:****
>
> my $CFid = 5;****
>
> # Set to ID of (CC) 1st Approved By:****
>
> my $CFAppID = 18;****
>
> # Set Field to ID of (CC) 2nd Approval:****
>
> my $CFid2 = 17;****
>
> # Set to ID of (CC) 2nd Approved By:****
>
> my $CFAppID2 = 20;****
>
> # Set to 1 if you want an extra line that the scrip made changes logged in
> the ticket history****
>
> my $rec = 1;****
>
> ** **
>
> my $cf_obj = RT::CustomField->new($RT::SystemUser);****
>
> ** **
>
> my $trans = $self->TransactionObj;****
>
> my $ticket = $self->TicketObj;****
>
> my $person = $trans->CreatorObj->RealName;****
>
> ** **
>
> if ( $self->TransactionObj->Type eq "CustomField" &&
> $self->TransactionObj->Field == $CFid ) {****
>
> ** **
>
>                                 $cf_obj->LoadByName( Name => $CFAppID );**
> **
>
>                                 ****
>
>                                 my $val =
> $ticket->FirstCustomFieldValue($CFid);****
>
>                                 if ($val eq 'Yes') {****
>
>
> $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Approved by:
> $person", RecordTransaction => $rec );****
>
>                                                 } elsif ($val eq 'No') {**
> **
>
>
> $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Disapproved by:
> $person", RecordTransaction => $rec );****
>
>                                                 } else {****
>
>
> $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Pending",
> RecordTransaction => $rec );****
>
>                                                 }****
>
> }****
>
> ** **
>
> if ( $self->TransactionObj->Type eq "CustomField" &&
> $self->TransactionObj->Field == $CFid2 ) {****
>
> ** **
>
>                                 $cf_obj->LoadByName( Name => $CFAppID2 );
> ****
>
> ** **
>
>                                 my $val2 =
> $ticket->FirstCustomFieldValue($CFid2);****
>
>                                 if ($val2 eq 'Yes') {****
>
>
> $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Approved by:
> $person", RecordTransaction => $rec );****
>
>                                                 } elsif ($val2 eq 'No') {*
> ***
>
>
> $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Disapproved by:
> $person", RecordTransaction => $rec );****
>
>                                                 } else {****
>
>
> $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Pending",
> RecordTransaction => $rec );****
>
>                                                 }****
>
> }****
>
> return 1;  ? I?ve tried return 0 here too and no difference****
>
> ** **
>
> No cleanup.****
>
> ** **
>
> It was working this way before I added the $cf_obj variable.  I thought
> maybe hard-coding it to enter the value as RT_System would help, but it
> made no difference.****
>
> ** **
>
> I tried doing all the code in the custom condition (which is why I?m still
> checking if it?s a customfield transaction in the if statement). Works the
> same either way I try it.****
>
> ** **
>
> Any thoughts?****
>
> ** **
>
> Thanks,****
>
> Brent****
>
> ** **
>
> ** **
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From yan at seiner.com  Fri Dec  2 13:49:17 2011
From: yan at seiner.com (Yan Seiner)
Date: Fri, 2 Dec 2011 10:49:17 -0800 (PST)
Subject: [rt-users] Autocreate external users
Message-ID: <1e58c81d53b15353cfb9c13d82e7f461.squirrel@mail.seiner.com>

I need to allow for the automatic creation of unprivileged users when we
get emails from outside.  Right now I create privileged users when they
log in via LDAP:

Set($AutoCreateNonExternalUsers, 1);
Set($AutoCreate, {Privileged => 1});

Now I need to create unprivileged users on emails from outside, mostly as
reply to tickets...

Seems like it used to work under 3.8 and I broke something moving to 4.0....

Any suggestions?


-- 
Pain is temporary. It may last a minute, or an hour, or a day, or a year,
but eventually it will subside and something else will take its place. If
I quit, however, it lasts forever.



From bwiese at ElementPS.com  Fri Dec  2 16:14:57 2011
From: bwiese at ElementPS.com (Brent Wiese)
Date: Fri, 2 Dec 2011 14:14:57 -0700
Subject: [rt-users] CustomField value is reset or deleted back to prior
 value in scrip
In-Reply-To: <CAOtpkajpW5fHUBdSgMeVXHKsfc748npFTNGyU3xda+HT1RYr_w@mail.gmail.com>
References: <7ECD0C8955ADE149B95716B364B4D58F26C65A620B@EXCCR01.eps.local>
	<CAOtpkajpW5fHUBdSgMeVXHKsfc748npFTNGyU3xda+HT1RYr_w@mail.gmail.com>
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F26C6697E96@EXCCR01.eps.local>

I'd tried TransactionBatch previously when I was doing a lot of logging and I noticed it was creating 2 log entries for every ticket update. When I switched to TransactionCreate it only logged once, so I figured that's the one I wanted.

However, you were right, changing to TransactionBatch worked. Why it worked on 1 of the CF changes and not the other... who knows.

But it's now brought up another couple issues:

1: If I change the value of BOTH "approved" CF's and update the ticket, the scrip is only catching the 2nd approval field and updating its "approved by" field. I'm logging inside of each "if" statement and I'm only seeing the log entry in the second if. It should be passing both if statements and making the necessary changes. So either one works individually, but when changing both, only the second gets caught.

2: If I find both approvals are yes and the approved by CF's match, then I set the ticket stalled. That works fine. However, if I go back into "display" and change the status to open and one of the approval fields to "no", it doesn't change the "approved by" field (it does reopen the ticket and retain the "no" choice.) In order to catch both CF and Status updates, I changed the condition code to this:

unless (($self->TransactionObj->Type eq "CustomField" ) || ($self->TransactionObj->Type eq "Status" )) {
$RT::Logger->info("Made it into condition");
return 0;
}
1;

Any idea why that would happen?


From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Friday, December 02, 2011 11:41 AM
To: RT User List
Subject: Re: [rt-users] CustomField value is reset or deleted back to prior value in scrip

Brent,


Without looking at your code, I can tell you that you should make the stage "TransactionBatch" (be sure to turn that on in your RT_SiteConfig.pm file).

Try and see if that works.

Kenn
On Fri, Dec 2, 2011 at 8:49 AM, Brent Wiese <bwiese at elementps.com<mailto:bwiese at elementps.com>> wrote:
I have 4 custom fields in this scenario:

1st Approval
2nd Approval

Those are both "Select One Value" dropdowns that apply to tickets. Permissions are "view" for Privileged and modify for a group allowed to approve these tickets.

I have 2 additional fields:
1st Approved By
2nd Approved By

Both are "Enter one value" that apply to tickets. Privileged has view and there are no other permissions set (I don't want users able to set this field, essentially "read only" - you'll see why in a minute).

If an approver makes a selection in one of the select boxes, I have scrip that will enter a value in the corresponding "approved by" field.

Here's the weird thing - it works perfect for the "1st" boxes. But when I choose a value for the 2nd approval, it sets it, then reverts it back to the previous value (I've tried modifying the field as a superuser to confirm its rolling back and not just deleting the value). The scrip code from the "1st" check/set was copy/pasted and only the variables changed to reflect the different column ids.

Here is the snippet from the ticket history:
Fri Dec 02 09:35:37 2011 Brent Wiese - (CC) 2nd Approval No changed to Yes
Fri Dec 02 09:35:37 2011 The RT System itself - (CC) Seconded By Approved by: Brent Wiese added
Fri Dec 02 09:35:37 2011 Brent Wiese - (CC) Seconded By Approved by: Brent Wiese deleted

Scrip:
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition:
unless ($self->TransactionObj->Type eq "CustomField" ) {
return 0;
}
1;

Prep:
# Set Field to ID of (CC) 1st Approval:
my $CFid = 5;
# Set to ID of (CC) 1st Approved By:
my $CFAppID = 18;
# Set Field to ID of (CC) 2nd Approval:
my $CFid2 = 17;
# Set to ID of (CC) 2nd Approved By:
my $CFAppID2 = 20;
# Set to 1 if you want an extra line that the scrip made changes logged in the ticket history
my $rec = 1;

my $cf_obj = RT::CustomField->new($RT::SystemUser);

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $person = $trans->CreatorObj->RealName;

if ( $self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field == $CFid ) {

                                $cf_obj->LoadByName( Name => $CFAppID );

                                my $val = $ticket->FirstCustomFieldValue($CFid);
                                if ($val eq 'Yes') {
                                                $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Approved by: $person", RecordTransaction => $rec );
                                                } elsif ($val eq 'No') {
                                                $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Disapproved by: $person", RecordTransaction => $rec );
                                                } else {
                                                $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Pending", RecordTransaction => $rec );
                                                }
}

if ( $self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field == $CFid2 ) {

                                $cf_obj->LoadByName( Name => $CFAppID2 );

                                my $val2 = $ticket->FirstCustomFieldValue($CFid2);
                                if ($val2 eq 'Yes') {
                                                $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Approved by: $person", RecordTransaction => $rec );
                                                } elsif ($val2 eq 'No') {
                                                $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Disapproved by: $person", RecordTransaction => $rec );
                                                } else {
                                                $ticket->AddCustomFieldValue(Field => $cf_obj, Value => "Pending", RecordTransaction => $rec );
                                                }
}
return 1;  <-- I've tried return 0 here too and no difference

No cleanup.

It was working this way before I added the $cf_obj variable.  I thought maybe hard-coding it to enter the value as RT_System would help, but it made no difference.

I tried doing all the code in the custom condition (which is why I'm still checking if it's a customfield transaction in the if statement). Works the same either way I try it.

Any thoughts?

Thanks,
Brent



--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston - March 5 & 6, 2012

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From jim.lesinski at gmail.com  Fri Dec  2 17:09:13 2011
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Fri, 2 Dec 2011 17:09:13 -0500
Subject: [rt-users] Command by Mail - Enter Multiple values with
	Autocompletion
Message-ID: <CAAxD6POK2akdQmPbEVRGqsDomqQ0yYsyLpgC=fgnizWGfFPv4g@mail.gmail.com>

Hello,

It seems like the Command by Mail plugin does not work with a Custom Field
of type "Enter Multiple values with Autocompletion". I created a field
named "Tags", but when I use Command by Mail to email even a single value
to it I get an Extended mailgate error:

Failed command 'tags: Connectivity'
Error message: Command 'tags' is unknown

I am running RT 4.0.4 currently. I appreciate any suggestions.

Thanks!
Jim
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From backus at nlcom.nl  Sat Dec  3 04:41:49 2011
From: backus at nlcom.nl (=?UTF-8?Q?Mayk_Backus?=)
Date: Sat, 3 Dec 2011 10:41:49 +0100
Subject: [rt-users] Ipad app , give a ticket
Message-ID: <zarafa.4ed9eedd.7820.04a52fbe2e562641@localhost6.localdomain6>


Hi list,

Is there an option to give a ticket to someone from inside the ipad app ? It is possible to take a ticket , but i can't seem to find how i can assign (give) a ticket to someone.. Anyone any thoughts .

Thanx

Verstuurd vanaf mijn iPad


From robert.wysocki at contium.pl  Mon Dec  5 03:36:32 2011
From: robert.wysocki at contium.pl (Robert Wysocki)
Date: Mon, 05 Dec 2011 09:36:32 +0100
Subject: [rt-users] Command by Mail - Enter Multiple values with
 Autocompletion
In-Reply-To: <CAAxD6POK2akdQmPbEVRGqsDomqQ0yYsyLpgC=fgnizWGfFPv4g@mail.gmail.com>
References: <CAAxD6POK2akdQmPbEVRGqsDomqQ0yYsyLpgC=fgnizWGfFPv4g@mail.gmail.com>
Message-ID: <1323074192.1969.19.camel@rmwysocki>

Dnia 2011-12-02, pi? o godzinie 17:09 -0500, Jim Lesinski pisze:
> Hello,
> 
> 
> It seems like the Command by Mail plugin does not work with a Custom
> Field of type "Enter Multiple values with Autocompletion". I created a
> field named "Tags", but when I use Command by Mail to email even a
> single value to it I get an Extended mailgate error:
> 
> 
> Failed command 'tags: Connectivity'
> Error message: Command 'tags' is unknown

From the error message I guess, that you didn't use the correct form,
which is:
CustomField.{Tags}: Some string


-- 
Robert Wysocki
CONTIUM S.A., http://www.contium.pl



From givano at gmail.com  Mon Dec  5 04:41:36 2011
From: givano at gmail.com (Givano)
Date: Mon, 5 Dec 2011 10:41:36 +0100
Subject: [rt-users] RT-Extention-QueueDeactivatedScrips
In-Reply-To: <4ED8E3EB.3000003@iweb.com>
References: <FA0159D08C54E940853E910668278BEF21EB8FE1@HQDODGE.bucklehq.com>
	<CAMOxC8ty5_9O_LRNEMXJuB2x+KcW+2wU=C5KLZW=jjoqWAgaTQ@mail.gmail.com>
	<FA0159D08C54E940853E910668278BEF21EB8FE3@HQDODGE.bucklehq.com>
	<CAMOxC8ugx4_yMAfEX53-Fz6ionW-eMpR_jfmkWMDKkFiL59aQA@mail.gmail.com>
	<CAGjtDttr9Vq7gecOk3ExwCVdN7hYfj5drxa4mH=WJXLsQXXe7Q@mail.gmail.com>
	<4ED8E3EB.3000003@iweb.com>
Message-ID: <CAGjtDtt+5xDOYZJ2QeBX5ESxbDXvLccm4vnLv+WW=t3d=H1SmQ@mail.gmail.com>

Hi,

here is the diff patch and full files of the extension for RT4.0.2. For SQL
table use the SQL scripts from Thorstens extension on the github
https://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips. This
modifications are fully based on Thorstens extension for RT3.8.

If you need some help in setting up the extension for your RT please ask.

BR, Ivan

PS: @David: would be really interesting to hear if it also works with 4.0.4.


2011/12/2 David Moreau Simard <dmsimard at iweb.com>

>  I, for one, would be highly interested in trying the patch out.
>
> I have a 4.0.4 development environment on which I could test it on - I
> would report back with compatibility details.
>
>  - David
>
> On 11-12-02 9:10 AM, Givano wrote:
>
> Hi guys,
>
>  if it's still interesting, I have done the patch for rt 4.0.2 and it
> works fine for me. Only three files need to be modified two html and one
> lib. If you want I can send you diffs or the files for rt4.0.2. I dont know
> if it will work with 4.0.4.
>
>  BR, Ivan
>
> 2011/10/6 Ruslan Zakirov <ruz at bestpractical.com>
>
>> Hi,
>>
>> On Thu, Oct 6, 2011 at 7:25 PM, Randy Black <Randy.Black at buckle.com>
>> wrote:
>> > Know of anyone working on the port?
>>
>>
>> I don't know. It's on github and there is no forks of the project.
>> Torsten packaged the extension, probably newer version depends on
>> patches people would send and/or on his upgrade schedule.
>>
>>
>> > -----Original Message-----
>> > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
>> Behalf Of Ruslan Zakirov
>> > Sent: Thursday, October 06, 2011 12:24 PM
>> > To: Randy Black
>> > Cc: rt-users at lists.bestpractical.com
>> > Subject: Re: [rt-users] RT-Extention-QueueDeactivatedScrips
>> >
>> > Hi,
>> >
>> > File that couldn't be found was deleted between RT3 and RT4. What
>> > means that extension has not been ported over RT4.
>> >
>> > On Thu, Oct 6, 2011 at 4:45 PM, Randy Black <Randy.Black at buckle.com>
>> wrote:
>> >> Does anyone use this extension and have it working in a production
>> 4.0.2
>> >> instance of RT?
>> >>
>> >> I have it installed, but when selecting a queue and then selecting
>> ?scrips >
>> >> select? from the menu, I get ?could not find component for path
>> >> ?/Admin/Elements/QueueTabs??
>> >>
>> >> Looking through the doc, the wiki and google, produced nothing.
>> >>
>> >> Thanks,
>> >>
>> >> Randy
>> >>
>> >> --------
>> >> RT Training Sessions (http://bestpractical.com/services/training.html)
>> >> *  San Francisco, CA, USA ? October 18 & 19, 2011
>> >> *  Washington DC, USA ? October 31 & November 1, 2011
>> >> *  Barcelona, Spain ? November 28 & 29, 2011
>> >>
>> >
>> >
>> >
>> > --
>> > Best regards, Ruslan.
>> >
>>
>>
>>
>> --
>> Best regards, Ruslan.
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  San Francisco, CA, USA  October 18 & 19, 2011
>> *  Washington DC, USA  October 31 & November 1, 2011
>> *  Barcelona, Spain  November 28 & 29, 2011
>>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html
> )
> * Boston ? March 5 & 6, 2012
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From givano at gmail.com  Mon Dec  5 08:28:22 2011
From: givano at gmail.com (Givano)
Date: Mon, 5 Dec 2011 14:28:22 +0100
Subject: [rt-users] RT-Extension-LDAPImport Sizelimit exceeded
Message-ID: <CAGjtDtskzaGpWCK2p=K+hw5OyJNS+8SM7Y4EoCGNfnaV_TU-3Q@mail.gmail.com>

Hi,

have configured LDAP Import extension with RT 4.0.2 and getting following
error message from script:

[Mon Dec  5 11:24:47 2011] [error]: LDAP search failed Sizelimit exceeded
(/usr/local/share/request-tracker4/lib/RT/Extension/LDAPImport.pm:866)

as much I understand this comes because domain controller limits the query
by max. 1000 entries, in my case the query returns over 5000 entries.

I've googled about that issue and people recommending use of simple paging
in the script. As much I understood from looking
over /usr/local/share/request-tracker4/lib/RT/Extension/LDAPImport.pm this
paging feature is not implemented at the moment.

Any of you had similiar issue and have some solution (patch) for it beside
changing this 1000 entries option on domain controller?

Thanks in advance,

Ivan
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From bart at pleh.info  Mon Dec  5 08:35:03 2011
From: bart at pleh.info (Bart)
Date: Mon, 5 Dec 2011 14:35:03 +0100
Subject: [rt-users] rt-crontool - "increase" the value of a CF.
In-Reply-To: <CAB2d3rYPaC1iGQBpQ9wN7orHMc0cVZG_ZP4UYTt40DJVLiAtTQ@mail.gmail.com>
References: <CAB2d3rb4Kc_op5Xx=mk5nO_SxrFseY8564W3k2a=keqSHdRBuA@mail.gmail.com>
	<20111123170831.GT1021@jibsheet.com>
	<CAB2d3razwW4N3uukqRYu=2=gTQMRW7J4wgT=UxOZtUxHgzy+vg@mail.gmail.com>
	<ed41adb57b9dd073a6339a95d624ca71.squirrel@mail.seiner.com>
	<CAB2d3rYV3nXC0k2TA4Lq6YSK=dWu05Ha_aB+SyfUDb0A0h=mzA@mail.gmail.com>
	<CAB2d3rYRbJC0wSzCTWEAQAXad1TYNJXO6kK5dtDH9JJNFFVW_Q@mail.gmail.com>
	<CAB2d3rYPaC1iGQBpQ9wN7orHMc0cVZG_ZP4UYTt40DJVLiAtTQ@mail.gmail.com>
Message-ID: <CAB2d3rZfG7FLzU-4eT-C-r-UFsR-4kk1X=2_m3H7i7QhBk+0DA@mail.gmail.com>

Optimized the scrip by quite a bit, below the result:

#!/bin/bash

datum=`date "+%d%m%y"`

if [ $datum -eq 261211 -o $datum -eq 090412 ]
then
    echo "Mag niet!"
else
    for i in `/opt/rt4/bin/rt ls -t ticket "Status!='resolved' and
Status!='rejected' and Status!='spam' and Status!='deleted'" -f status |
grep ^[0-9] | cut -f 1`; do
        case `/opt/rt4/bin/rt ls -t ticket "id=$i" -f status | grep ^[0-9]
| cut -f 2` in
            new)  /opt/rt4/bin/rt edit ticket/$i set CF-'Teller New'=$((
`/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'Teller New' | grep ^[0-9] |
cut -f 2` + 5 ))&
                  ;;
            open) /opt/rt4/bin/rt edit ticket/$i set CF-'Teller Open'=$((
`/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'Teller Open' | grep ^[0-9] |
cut -f 2` + 5 ))&
                  ;;
            *)    ;;
        esac
    done
fi

It's the dutch version but I suspect it to be pretty well readable for
everyone (datum = date, open = open, teller = counter, new = new, etc.)

The first script took roughly 112-120 minutes, the above version finishes
in 46-47 minutes on the same set of tickets (6700 active tickets). In our
production environment this will result in a run that's finished in less
than a minute.

Biggest speed boost came because of setting the RT edit command into the
background using the & character at the end of the line. It results in
having maybe 2 to 3 edit actions running in the background while the script
keeps doing it's job instead of waiting on the edit.

The performance is still ok on the server when this script is running
(non noticeable).

-- Bart


Op 29 november 2011 12:27 schreef Bart <bart at pleh.info> het volgende:

> Hi,
>
> I've created a bash script which will do what I want it to do, using the
> RT Tool since this ended up being the easiest for me (I'll look into
> improving this further, but for now this works).
>
> Below the code of what I've created:
>
> #!/bin/bash
>
> for i in `/opt/rt4/bin/rt ls -t ticket "Status!='resolved' and
> Status!='rejected' and Status!='spam' and Status!='deleted'" -f status |
> grep ^[0-9] | cut -f 1`; do
>   status=`/opt/rt4/bin/rt ls -t ticket "id=$i" -f status | grep ^[0-9] |
> cut -f 2`
>   cnew=`/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'Counter New' | grep
> ^[0-9] | cut -f 2`
>   copen=`/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'Counter Open' | grep
> ^[0-9] | cut -f 2`
>   if [ "$status" = "new" ]
>   then
>     cnew=$(( $cnew + 5 ))
>     /opt/rt4/bin/rt edit ticket/$i set CF-'Counter New'=$cnew
>   fi
>   if [ "$status" = "open" ]
>   then
>     copen=$(( $copen + 5 ))
>     /opt/rt4/bin/rt edit ticket/$i set CF-'Counter Open'=$copen
>   fi
> done
>
> In the for statement I'm listing all the ticket ID's.
> Then I'm extracting specific fields from the ticket by looking it up, I've
> found that I need to somehow do it this way because when fields are empty
> the entire scrip kinda breaks (e.g. if I put the output into an array, the
> array expects space separated input and it will not understand when 1 field
> is empty).
>
> Thus, even if it's kinda ugly I request information three times.
>
> From there an if statement checks the ticket status, for each status it
> will do almost the same (again, I'll probably make this nicer) and increase
> the value of the counter CF by 5 (for 5 minutes).
>
> The downside of this script is that it isn't exactly "fast", takes roughly
> 1 second for each ticket. In our case a typical daily "active" tickets in
> queue are roughly 120 so it will take 2 minutes to run. Since we run it
> every 5 minutes this is (barely) within the allowed time.
>
> As for improvements, next step is to make this scrip faster and probably
> do things via the RT-Crontool.
>
> But for now I'm happy with this :-) (this gives me some time to think-up a
> better solution)
>
> -- Bart
>
>
> Op 23 november 2011 20:29 schreef Bart <bart at pleh.info> het volgende:
>
> Did some reading on the RT-Tool page (
>> http://requesttracker.wikia.com/wiki/UseRtTool ) and found this command:
>>
>> bin/rt list -i "Queue = 'testqueue'" | bin/rt edit - set status=resolved
>>
>> I'm lacking the documentation and our test environment a.t.m. (am at
>> home). So I'll do some experimenting in the test environment tomorrow at
>> work, hopefully it will show me some nice results ^_^
>>
>>
>> -- Bart
>>
>>
>> Op 23 november 2011 19:57 schreef Bart <bart at pleh.info> het volgende:
>>
>> Hi Yan,
>>>
>>> I'll also have a look at the rt script and see if I can manage it using
>>> that, thanks :)
>>>
>>> -- Bart
>>>
>>>
>>> Op 23 november 2011 19:50 schreef Yan Seiner <yan at seiner.com> het
>>> volgende:
>>>
>>> Wouldn't this work (snippet from a bigger script):
>>>>
>>>> # and set custom fields
>>>> /opt/rt4/bin/rt edit ticket/${ticket} set
>>>> 'CF.{contractor}'="${contractor}"
>>>> /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{amount}'="${amount}"
>>>>
>>>> That's how I set custom fields.  You could get the value that way,
>>>> increment it or whatever in a script, and then set it again.
>>>>
>>>>
>>>>
>>>> On Wed, November 23, 2011 10:23 am, Bart wrote:
>>>> > Hi Kevin,
>>>> >
>>>> > Thanks for the reply,
>>>> >
>>>> > Guess I'll have to learn Perl a bit more then and experiment a little
>>>> with
>>>> > this.
>>>> >
>>>> > Will post the results once I've gained some progress.
>>>> >
>>>> > -- Bart
>>>> >
>>>> >
>>>> > Op 23 november 2011 18:08 schreef Kevin Falcone
>>>> > <falcone at bestpractical.com>het volgende:
>>>> >
>>>> >> On Wed, Nov 23, 2011 at 05:25:01PM +0100, Bart wrote:
>>>> >> >    I've then created a simple rt-crontool command to see if I could
>>>> >> find
>>>> >> a ticket and if I could
>>>> >> >    set a value when I found that ticket. This worked as well, below
>>>> >> the
>>>> >> result:
>>>> >> >    /opt/rt4/bin/rt-crontool \
>>>> >> >            --search RT::Search::FromSQL \
>>>> >> >            --search-arg "status = 'open'" \
>>>> >> >            --action RT::Action::SetPriority --action-arg 3 \
>>>> >> >            --verbose
>>>> >> >    So now for the question(s):
>>>> >> >
>>>> >> >      * First a simple one, how do I set a value for a custom field?
>>>> >> >      * And the more difficult one, how do I increase a value
>>>> instead
>>>> >> of
>>>> >> replacing it? (adding +
>>>> >> >        or something like that doesn't seem to work)
>>>> >> >
>>>> >> >    Hopefully this is possible with the rt-crontool, if not then I'd
>>>> >> like
>>>> >> to hear your thoughts on
>>>> >> >    how I'd be able to do the above in a different manner.
>>>> >>
>>>> >> Unfortunately, you'll need to write your own RT::Action to change
>>>> the CF
>>>> >>
>>>> >> You could turn this into a pretty trivial perl script using the RT
>>>> API
>>>> >> and calling $tickets->FromSQL("status = 'open'") and then iterating
>>>> >> the list to call AddCustomFieldValue
>>>> >>
>>>> >> -kevin
>>>> >>
>>>> >> --------
>>>> >> RT Training Sessions (
>>>> http://bestpractical.com/services/training.html)
>>>> >> *  Barcelona, Spain ? November 28 & 29, 2011
>>>> >>
>>>> >
>>>> >
>>>> > !DSPAM:4ecd3a6094962612618147!
>>>> > --------
>>>> > RT Training Sessions (http://bestpractical.com/services/training.html
>>>> )
>>>> > *  Barcelona, Spain ? November 28 & 29, 2011
>>>> >
>>>> > !DSPAM:4ecd3a6094962612618147!
>>>> >
>>>>
>>>>
>>>> --
>>>> Pain is temporary. It may last a minute, or an hour, or a day, or a
>>>> year,
>>>> but eventually it will subside and something else will take its place.
>>>> If
>>>> I quit, however, it lasts forever.
>>>>
>>>>
>>>
>>
>
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From dgarcia at cesca.cat  Mon Dec  5 11:05:46 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Mon, 05 Dec 2011 17:05:46 +0100
Subject: [rt-users]  Problems sending with SendMail
Message-ID: <4EDCEBDA.4050706@cesca.cat>

Hi

I configure my RT with Stand Alone Server Mode. I used 'SendMail' to 
send mails from RT to notify create, response, resolve tickets ,...
I have problems because my RT don't send emails to any domain, only send 
email from localhost.

I configure my SendMail following the next steps:
http://www.linuxjournal.com/article/5507

I restart 'sendmail' service and test if RT send mails to any domain, 
but don't work.
Also, I configure RT_SiteConfig.pm:

Set($SendmailArguments, "-oi -t");
Set($SendmailPatch, "/usr/sbin/sendmail");

But, don't work :(


Any suggerence?


Thanks!!


-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From bluethundr at jokefire.com  Mon Dec  5 11:50:35 2011
From: bluethundr at jokefire.com (Tim Dunphy)
Date: Mon, 05 Dec 2011 16:50:35 -0000 (UTC)
Subject: [rt-users] add 'tale' link to rt emails
In-Reply-To: <d421f2ce-7432-4740-9b87-d21f26c51b64@li289-212>
Message-ID: <57635d44-fe50-4d02-99b5-81e55d5c6b24@li289-212>

hello list,

 I am attempting to have my rt instance include a link to 'take' the ticket in the emails sent out by the queue I just setup.

   In my template for the queue I have included this text:

 
 Please attend to this request.

{RT->Config->Get('WebURL')}Ticket/Display.html?Action=Take&id={$Ticket->id}

thank you


But no link appears in the ticket:


Greetings,

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
	"take link 3rd try",
a summary of which appears below.

There is no need to reply to this message right now.  Your ticket has been
assigned an ID of [Operations #52].

Please include the string:

         [Operations #52]

in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.

                        Thank you,
                        ops at mm3.mlbam.com

-------------------------------------------------------------------------
Test 'take' link in RT

Can someone please point out what I'm doing wrong and how to correct it?


thanks!
tim





From yan at seiner.com  Mon Dec  5 13:52:05 2011
From: yan at seiner.com (Yan Seiner)
Date: Mon, 5 Dec 2011 10:52:05 -0800 (PST)
Subject: [rt-users] Clock and TitleBox widgets
Message-ID: <4ad9a51296d75983a40f4ba1a1f2ecbe.squirrel@mail.seiner.com>

Has anyone implemented TitleBox and Clock (and maybe other) widgets that
can be used on dashboards?

We rolled out our status board which shows the status of current jobs. 
The status board is a browser kiosk (no window decorations or menubar). 
The two most asked questions:  Where is the clock?  and Can we get sports
info on it?  :-)

A clock would be good.


-- 
Pain is temporary. It may last a minute, or an hour, or a day, or a year,
but eventually it will subside and something else will take its place. If
I quit, however, it lasts forever.



From kenn.crocker at gmail.com  Tue Dec  6 01:17:41 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Mon, 5 Dec 2011 22:17:41 -0800
Subject: [rt-users] RE notify colleagues about a ticket in RT web
 interface (not by mail)
In-Reply-To: <28009_1322751381_4ED79595_28009_1221_1_OF5E20AFCF.86EAEF14-ONC1257959.0051C712-C1257959.00520EF7@sagemcom.com>
References: <37DA7379-66D2-4EC5-B65C-41635371479C@nf.mpg.de>
	<28009_1322751381_4ED79595_28009_1221_1_OF5E20AFCF.86EAEF14-ONC1257959.0051C712-C1257959.00520EF7@sagemcom.com>
Message-ID: <CAOtpkajvjh_Xd4FFeGbZ3ZUDQHL3XxB5mcebS-FvQg-t+=vg_g@mail.gmail.com>

Raphael,

Why do you give the ticket back to the originator? Why not just resolve it
and let RT send them an email, after all, it is finished, is it not? You
can always run a report to list ticket generated by whomever.

As far as types of notification, I can't think of anything other than email
notifications or a dashboard report that belongs to a group, but either
way, they get it thru the email interface. You can turn on the setting to
inform people of unread email, but you complained that not everyone gets
into their WebUI often enough.

I think you're stuck with email.

Kenn

2011/12/1 Rapha?l MOUNEYRES <raphael.mouneyres at sagemcom.com>

>
> Hello,
>
> here, when someone need help from someone else, he writes a comment as you
> do, and then gives the ticket to the person from who he wantq support.
> A scrip informs him by email, and the ticket is now in his list.
> When this second person has finished helping/commenting, he can give back
> the ticket to the firt person.
> This is a simple mechanism, but working here.
>
> Rapha?l MOUNEYRES
>
>
>
>  *Stefan Vollmar <vollmar at nf.mpg.de>*
> Envoy? par : rt-users-bounces at lists.bestpractical.com
>
> 01/12/2011 15:35
>   A
> rt-users at lists.bestpractical.com
> cc
>   Objet
> [rt-users] notify colleagues about a ticket in RT web interface
>  (not by mail)
>
>
>
>
> Hi,
>
> we have just started using RT and come across this problem: a ticket has
> been opened (by one of our users via a simplified web interface or
> internally), somebody in the support group has started working on it
> (she/he is now the owner) but finds that other colleagues should be
> involved at some stage. Now using a CC or AdminCC with the "comment" action
> can be used to notify the colleague that help would be appreciated with
> this case. However, this notification is mail-based and (in our case) some
> members of the support group will look at the RT web interface more often
> than at their mail clients - but the ticket will not show in either of
> their default ticket lists (it is neither "unowned", nor is it "owned" by
> them). Is there a recommended way to notify regular RT users (in the RT web
> interface) that they should look into a ticket - other than generating mail
> notifications for them or making them the owner of a case?
>
> Many thanks in advance for any help with this!
>
> Best regards,
> Stefan
> --
> Dr. Stefan Vollmar, Dipl.-Phys.
> Head of IT group
> Max-Planck-Institut f?r neurologische Forschung
> Gleueler Str. 50, 50931 K?ln, Germany
> Tel.: +49-221-4726-213  FAX +49-221-4726-298
> Tel.: +49-221-478-5713  Mobile: 0160-93874279
> E-Mail: vollmar at nf.mpg.de   http://www.nf.mpg.de
>
>
>
>
>
>
>
>
> --------
> RT Training Sessions ( <http://www.nf.mpg.de/>
> http://bestpractical.com/services/training.html)
> * Boston ? TBA <http://bestpractical.com/services/training.html>
>
> #
> " Ce courriel et les documents qui lui sont joints peuvent contenir des
> informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont
> pas destin?s, nous vous signalons qu'il est strictement interdit de les
> divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce
> soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en
> informer l'exp?diteur et de supprimer imm?diatement de votre syst?me
> informatique ce courriel ainsi que tous les documents qui y sont attach?s."
>
>
>                                ******
>
> " This e-mail and any attached documents may contain confidential or
> proprietary information. If you are not the intended recipient, you are
> notified that any dissemination, copying of this e-mail and any attachments
> thereto or use of their contents by any means whatsoever is strictly
> prohibited. If you have received this e-mail in error, please advise the
> sender immediately and delete this e-mail and all attached documents
> from your computer system."
> #
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? TBA
>
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From kenn.crocker at gmail.com  Tue Dec  6 01:21:14 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Mon, 5 Dec 2011 22:21:14 -0800
Subject: [rt-users] notify colleagues about a ticket in RT web interface
 (not by mail)
In-Reply-To: <37DA7379-66D2-4EC5-B65C-41635371479C@nf.mpg.de>
References: <37DA7379-66D2-4EC5-B65C-41635371479C@nf.mpg.de>
Message-ID: <CAOtpkahTw8bsqC65=8TpZo+5PL-Fe9patQxjJfR6=_XCC95uYw@mail.gmail.com>

Stefan,

Try creating a query and putting it into a Dashboard owned by the support
group Or add it to their home page display.

Kenn

On Thu, Dec 1, 2011 at 6:17 AM, Stefan Vollmar <vollmar at nf.mpg.de> wrote:

> Hi,
>
> we have just started using RT and come across this problem: a ticket has
> been opened (by one of our users via a simplified web interface or
> internally), somebody in the support group has started working on it
> (she/he is now the owner) but finds that other colleagues should be
> involved at some stage. Now using a CC or AdminCC with the "comment" action
> can be used to notify the colleague that help would be appreciated with
> this case. However, this notification is mail-based and (in our case) some
> members of the support group will look at the RT web interface more often
> than at their mail clients - but the ticket will not show in either of
> their default ticket lists (it is neither "unowned", nor is it "owned" by
> them). Is there a recommended way to notify regular RT users (in the RT web
> interface) that they should look into a ticket - other than generating mail
> notifications for them or making them the owner of a case?
>
> Many thanks in advance for any help with this!
>
> Best regards,
>  Stefan
> --
> Dr. Stefan Vollmar, Dipl.-Phys.
> Head of IT group
> Max-Planck-Institut f?r neurologische Forschung
> Gleueler Str. 50, 50931 K?ln, Germany
> Tel.: +49-221-4726-213  FAX +49-221-4726-298
> Tel.: +49-221-478-5713  Mobile: 0160-93874279
> E-Mail: vollmar at nf.mpg.de   http://www.nf.mpg.de
>
>
>
>
>
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? TBA
>
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From s.brot at sefa.ch  Tue Dec  6 03:17:15 2011
From: s.brot at sefa.ch (=?iso-8859-1?Q?St=E9phane_Brot?=)
Date: Tue, 6 Dec 2011 09:17:15 +0100
Subject: [rt-users] Encoding of subject line in outgoing messages
Message-ID: <665A19FE055E2848A51A23BC005F9F3F09F3D2@sefa10.sefa.local>

Hello list,

I just installed RT 4.0.4 on Debian Squeeze with mySQL.

If I create a ticket in the web interface with french special characters like ? ? in the subject, the subject line of the outgoing mail for the requestor is not OK. Here is the mail header :

Subject: =?us-ascii?Q?=3D=3FUTF-8=3FB=3FW3NlZmFuZXQgIzE2XSBBdXRvUmVwbH?=
     =?us-ascii?Q?k6IENyw6nDqSBkYW5zIFJUIGF2ZWM=3D=3F=3D?=

Seems to be utf-8 surrounded by us-ascii !?

EmailOutputEncoding is set to 'utf-8' ( that was the default config ). Where does this us-ascii come from ?

Everything shows OK in the web interface.

No problem with the special characters in the description of issue.

The outgoing emails are handeled by mailx. No problem with special characters when using mailx from the console.

Stephane
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From s.brot at sefa.ch  Tue Dec  6 03:42:28 2011
From: s.brot at sefa.ch (=?iso-8859-1?Q?St=E9phane_Brot?=)
Date: Tue, 6 Dec 2011 09:42:28 +0100
Subject: [rt-users] Encoding of subject line in outgoing messages - not RT
	fault
Message-ID: <665A19FE055E2848A51A23BC005F9F3F09F3D3@sefa10.sefa.local>

Hello again,

Discovered the option testfile for MailCommand : the saved file has subject OK , so RT itself is OK.

Have to check mailx.. or try something else.

Sorry for the noise.

Stephane.
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From cofkie at gmail.com  Tue Dec  6 07:01:44 2011
From: cofkie at gmail.com (Marius Karnauskas)
Date: Tue, 6 Dec 2011 12:01:44 +0000
Subject: [rt-users] any simple way to access custom transaction fields?
In-Reply-To: <CAAUTSjey94OScf9sv0dJaMBxn7DsA5REXHEoiThxDc6N=-DwZw@mail.gmail.com>
References: <CAAUTSjey94OScf9sv0dJaMBxn7DsA5REXHEoiThxDc6N=-DwZw@mail.gmail.com>
Message-ID: <CAAUTSjfmTLrv7pt7vKT4Q8j8Gmu50BPcorTNj=hq-Evp=QabjQ@mail.gmail.com>

Hi,

I have custom transaction fields for tickets but I can't see any of
values of them while using rt cli command: rt show <ticket id>/history
How I could easily access these fields, (Perl API would be my last
option)? I would like to generate some reports based on these values..

--
Thanks
Marius


From arlon.sousa at ispm.com.br  Tue Dec  6 07:15:17 2011
From: arlon.sousa at ispm.com.br (Arlon Sousa)
Date: Tue, 6 Dec 2011 10:15:17 -0200
Subject: [rt-users] External Authentication with LDAP menssager erro!
Message-ID: <000601ccb410$b7ace6e0$2706b4a0$@sousa@ispm.com.br>

After the configuration / opt/rt4/etc/RT_Siteconfig and /
opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_Siteconfig he show me
this Feedback below.

 

Set up where I can be wrong or WHAT?

 

 

%# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is
Copyright (c) 1996-2011 Best Practical Solutions, LLC %# %# %# (Except where
explicitly superseded by other copyright notices) %# %# %# LICENSE: %# %#
This work is made available to you under the terms of Version 2 of %# the
GNU General Public License. A copy of that license should have %# been
provided with this software, but in any event can be snarfed %# from
www.gnu.org. %# %# This work is distributed in the hope that it will be
useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %#
MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General
Public License for more details. %# %# You should have received a copy of
the GNU General Public License %# along with this program; if not, write to
the Free Software %# Foundation, Inc., 51 Franklin Street, Fifth Floor,
Boston, MA %# 02110-1301 or visit their web page on the internet at %#
http://www.gnu.org/licenses/old-licenses/gpl-2.0.html. %# %# %# CONTRIBUTION
SUBMISSION POLICY: %# %# (The following paragraph is not intended to limit
the rights granted %# to you to modify and distribute this software under
the terms of %# the GNU General Public License and is only of importance to
you if %# you choose to contribute your changes and enhancements to the %#
community by submitting them to Best Practical Solutions, LLC.) %# %# By
intentionally submitting any modifications, corrections or %# derivatives to
this work, or any other work intended for use with %# Request Tracker, to
Best Practical Solutions, LLC, you confirm that %# you are the copyright
holder for those contributions and you grant %# Best Practical Solutions,
LLC a nonexclusive, worldwide, irrevocable, %# royalty-free, perpetual,
license to use, copy, create derivative %# works based on those
contributions, and sublicense and distribute %# those contributions and any
derivatives thereof. %# %# END BPS TAGGED BLOCK }}} <%init> my ($good, $msg)
= RT::Interface::Web::AttemptPasswordAuthentication(\%ARGS);
$ARGS{'actions'} = [$msg] if not $good and $msg; <& /Elements/Login, %ARGS
&>

 



cid:image002.jpg at 01CC81DA.C11C6920


Arlon Sousa
+55 21 2494 9110 / +55 21 3172 9673 / +55 21 7801-9264
 <mailto:arlon.sousa at ispm.com.br> arlon.sousa at ispm.com.br

Avenida das Am?ricas, 700 | Bloco 3| cj.218
Barra da Tijuca | 22640-100
Rio de Janeiro/RJ | Brasil
 <http://www.ispm.com.br/> www.ispm.com.br

 


?Esta mensagem, incluindo seus anexos, pode conter informa??es privilegiadas
e/ou de car?ter confidencial, n?o podendo ser retransmitida sem autoriza??o
do remetente. Se voc? n?o ? o destinat?rio ou pessoa autorizada a receb?-la,
por favor, nos informe respondendo imediatamente a este e-mail e em seguida
apague-a. Obrigado. ISPM? 

	

 

 

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From bart at pleh.info  Tue Dec  6 07:44:11 2011
From: bart at pleh.info (Bart)
Date: Tue, 6 Dec 2011 13:44:11 +0100
Subject: [rt-users] External Authentication with LDAP menssager erro!
In-Reply-To: <4ede07b8.08080e0a.1a43.7a39SMTPIN_ADDED@mx.google.com>
References: <4ede07b8.08080e0a.1a43.7a39SMTPIN_ADDED@mx.google.com>
Message-ID: <CAB2d3rZAWy7rTx=r-ViCnA+O24ymu2dh8peAZQguxxm1trq=EA@mail.gmail.com>

Hi,

This file only contains an example, this config isn't used for RT:

/opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_Siteconfig

The content however can be included in this file:

/opt/rt4/etc/RT_Siteconfig

In there you'll have to make sure that everything is configured for your
situation.

Adding this line to your RT_SiteConfig will help finding problems, might
help a bit:

Set($LogToSyslog, "debug");

And, last but not least. Make sure you've loaded the plugin in your
RT_SiteConfig:

# How we have the plugins set, ExternalAuth at the end.
Set(@Plugins, (qw(RT::Extension::SLA RT::Extension::HistoryFilter
RT::Extension::ResetPassword RT::Extension::MergeUsers
RT::Authen::ExternalAuth)));

Hope this helps a bit, otherwise you'll have to provide us with more info
on what your trying to do + what your current RT_SiteConfig.pm looks like.
(and possibly debug info if available)

-- Bart


Op 6 december 2011 13:15 schreef Arlon Sousa <arlon.sousa at ispm.com.br> het
volgende:

>  After the configuration / opt/rt4/etc/RT_Siteconfig and /
> opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_Siteconfig he show me
> this Feedback below.****
>
> ** **
>
> Set up where I can be wrong or WHAT?****
>
> ** **
>
> ** **
>
> %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is
> Copyright (c) 1996-2011 Best Practical Solutions, LLC %# %# %# (Except
> where explicitly superseded by other copyright notices) %# %# %# LICENSE:
> %# %# This work is made available to you under the terms of Version 2 of %#
> the GNU General Public License. A copy of that license should have %# been
> provided with this software, but in any event can be snarfed %# from
> www.gnu.org. %# %# This work is distributed in the hope that it will be
> useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of
> %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %#
> General Public License for more details. %# %# You should have received a
> copy of the GNU General Public License %# along with this program; if not,
> write to the Free Software %# Foundation, Inc., 51 Franklin Street, Fifth
> Floor, Boston, MA %# 02110-1301 or visit their web page on the internet at
> %# http://www.gnu.org/licenses/old-licenses/gpl-2.0.html. %# %# %#
> CONTRIBUTION SUBMISSION POLICY: %# %# (The following paragraph is not
> intended to limit the rights granted %# to you to modify and distribute
> this software under the terms of %# the GNU General Public License and is
> only of importance to you if %# you choose to contribute your changes and
> enhancements to the %# community by submitting them to Best Practical
> Solutions, LLC.) %# %# By intentionally submitting any modifications,
> corrections or %# derivatives to this work, or any other work intended for
> use with %# Request Tracker, to Best Practical Solutions, LLC, you confirm
> that %# you are the copyright holder for those contributions and you grant
> %# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, %#
> royalty-free, perpetual, license to use, copy, create derivative %# works
> based on those contributions, and sublicense and distribute %# those
> contributions and any derivatives thereof. %# %# END BPS TAGGED BLOCK }}}
> <%init> my ($good, $msg) =
> RT::Interface::Web::AttemptPasswordAuthentication(\%ARGS); $ARGS{'actions'}
> = [$msg] if not $good and $msg; <& /Elements/Login, %ARGS &>
>
> ** **
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From gentgeen at wikiak.org  Tue Dec  6 08:04:35 2011
From: gentgeen at wikiak.org (Kevin Squire)
Date: Tue, 6 Dec 2011 08:04:35 -0500
Subject: [rt-users] Upgrade RT and AT and now can not create assets
Message-ID: <20111206080435.1968fcc5@longshot.localdomain>

I have a system that we upgraded from RT 3.6.7 to 3.8.8 back in Aug.  

I did a fresh install of RT.  Then restored the database.  Then
one-by-one added back in any customizations, plugins, etc.

We where using Asset Tracker on our 3.6.7 install (so the data was
restored when the DB was restored).  I have installed
rt-extension-assettracker-2.0.0b2-0-g2b51b9a.tar.gz

We can see, search, and even edit assets without any problem.  The
(only?) problem comes when I try to create new assets.  When I try to
create new assess, error shows in web browser:
   Can't call method "HasRight" on an undefined value
   at /usr/share/request-tracker3.8/lib/RT/User_Overlay.pm line 1357. 

When I did the install of AT, I was able to do the first 3 steps no
problem:
   $ RTHOME=/path/to/rt perl Makefile.PL
   $ make
   $ make install

When I would run 'make initdb' I would get an error:
   Now populating database schema.
DBD::Pg::st execute failed: ERROR:  relation "at_types" already exists
at /usr/share/request-tracker3.8/lib/RT/Handle.pm line 506. ...returned
with error: 65280 make: *** [initdb] Error 255


I have attached a segment of my syslog output.  What is shown is Right
after hitting the 'submit' button when trying to create an asset.

Any help fixing this so we can create new assets again would be greatly
appreciated. 
 

-- 
http://www.wikiak.org

#############################################################
 Associate yourself with men of good quality if you esteem    
 your own reputation; for 'tis better to be alone then in bad 
 company.        - George Washington, Rules of Civility
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From bart at pleh.info  Tue Dec  6 08:30:26 2011
From: bart at pleh.info (Bart)
Date: Tue, 6 Dec 2011 14:30:26 +0100
Subject: [rt-users] External Authentication with LDAP menssager erro!
In-Reply-To: <4ede1817.04340e0a.5ba3.560eSMTPIN_ADDED@mx.google.com>
References: <4ede07b8.08080e0a.1a43.7a39SMTPIN_ADDED@mx.google.com>
	<CAB2d3rZAWy7rTx=r-ViCnA+O24ymu2dh8peAZQguxxm1trq=EA@mail.gmail.com>
	<4ede1817.04340e0a.5ba3.560eSMTPIN_ADDED@mx.google.com>
Message-ID: <CAB2d3rY3b=r0j7Nx1oY_jmCJhL5ffEp2xT8ON9eh=pK9f-sXrA@mail.gmail.com>

(always reply to the list)

Looks like your trying to load the SLA plugin while RT is saying it can't
load it.

Have you tried removing the SLA plugin from your plugins line and
restarting apache after that?

-- Bart


Op 6 december 2011 14:26 schreef Arlon Sousa <arlon.sousa at ispm.com.br> het
volgende:

>  I configured my RT_Siteconfig the way of suggestion that you told me
> however showed me this error.****
>
> ** **
>
> ** **
>
> [root at locrt etc]# service httpd restart****
>
> Stopping httpd:                                            [  OK  ]****
>
> Starting httpd: [Tue Dec  6 13:23:36 2011] [warning]:   (in cleanup) Error
> while loading /opt/rt4/sbin/rt-server: Can't locate RT/Extension/SLA.pm in
> @INC (@INC contains: /opt/rt4/sbin/../local/lib
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib
> /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 .
> /etc/httpd) at /opt/rt4/sbin/../lib/RT.pm line 659.
> (/opt/rt4/sbin/../lib/RT.pm:343)****
>
>                                                          [  OK  ]****
>
> ** **
>
> ** **
>
> [image: cid:image002.jpg at 01CC81DA.C11C6920]****
>
> Arlon Sousa
> *+55 21 2494 9110 / +55 21 3172 9673 / +55 21 7801-9264
> arlon.sousa at ispm.com.br*
>
> *Avenida das Am?ricas, 700 | Bloco 3| cj.218
> Barra da Tijuca | 22640-100
> Rio de Janeiro/RJ | Brasil
> www.ispm.com.br*****
>
>  ****
>
> ?Esta mensagem, incluindo seus anexos, pode conter informa??es
> privilegiadas e/ou de car?ter confidencial, n?o podendo ser retransmitida
> sem autoriza??o do remetente. Se voc? n?o ? o destinat?rio ou pessoa
> autorizada a receb?-la, por favor, nos informe respondendo imediatamente a
> este e-mail e em seguida apague-a. Obrigado. ISPM? ****
>
> ** **
>
> ** **
>
> *De:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *Em nome de *Bart
> *Enviada em:* ter?a-feira, 6 de dezembro de 2011 10:44
> *Para:* rt-users at lists.bestpractical.com
> *Assunto:* Re: [rt-users] External Authentication with LDAP menssager
> erro!****
>
> ** **
>
> Hi,****
>
> ** **
>
> This file only contains an example, this config isn't used for RT:****
>
> ** **
>
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_Siteconfig****
>
> ** **
>
> The content however can be included in this file:****
>
> ** **
>
> /opt/rt4/etc/RT_Siteconfig****
>
> ** **
>
> In there you'll have to make sure that everything is configured for your
> situation.****
>
> ** **
>
> Adding this line to your RT_SiteConfig will help finding problems, might
> help a bit:****
>
> ** **
>
> Set($LogToSyslog, "debug");****
>
> ** **
>
> And, last but not least. Make sure you've loaded the plugin in your
> RT_SiteConfig:****
>
> ** **
>
> # How we have the plugins set, ExternalAuth at the end.****
>
> Set(@Plugins, (qw(RT::Extension::SLA RT::Extension::HistoryFilter
> RT::Extension::ResetPassword RT::Extension::MergeUsers
> RT::Authen::ExternalAuth)));****
>
> ** **
>
> Hope this helps a bit, otherwise you'll have to provide us with more info
> on what your trying to do + what your current RT_SiteConfig.pm looks like.
> (and possibly debug info if available)****
>
>
> -- Bart
>
> ****
>
> Op 6 december 2011 13:15 schreef Arlon Sousa <arlon.sousa at ispm.com.br>
> het volgende:****
>
> After the configuration
> / opt/rt4/etc/RT_Siteconfig and / opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_Siteconfig he show me
> this Feedback below.****
>
>  ****
>
> Set up where I can be wrong or WHAT?****
>
>  ****
>
>  ****
>
> %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is
> Copyright (c) 1996-2011 Best Practical Solutions, LLC %# %# %# (Except
> where explicitly superseded by other copyright notices) %# %# %# LICENSE:
> %# %# This work is made available to you under the terms of Version 2 of %#
> the GNU General Public License. A copy of that license should have %# been
> provided with this software, but in any event can be snarfed %# from
> www.gnu.org. %# %# This work is distributed in the hope that it will be
> useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of
> %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %#
> General Public License for more details. %# %# You should have received a
> copy of the GNU General Public License %# along with this program; if not,
> write to the Free Software %# Foundation, Inc., 51 Franklin Street, Fifth
> Floor, Boston, MA %# 02110-1301 or visit their web page on the internet at
> %# http://www.gnu.org/licenses/old-licenses/gpl-2.0.html. %# %# %#
> CONTRIBUTION SUBMISSION POLICY: %# %# (The following paragraph is not
> intended to limit the rights granted %# to you to modify and distribute
> this software under the terms of %# the GNU General Public License and is
> only of importance to you if %# you choose to contribute your changes and
> enhancements to the %# community by submitting them to Best Practical
> Solutions, LLC.) %# %# By intentionally submitting any modifications,
> corrections or %# derivatives to this work, or any other work intended for
> use with %# Request Tracker, to Best Practical Solutions, LLC, you confirm
> that %# you are the copyright holder for those contributions and you grant
> %# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, %#
> royalty-free, perpetual, license to use, copy, create derivative %# works
> based on those contributions, and sublicense and distribute %# those
> contributions and any derivatives thereof. %# %# END BPS TAGGED BLOCK }}}
> <%init> my ($good, $msg) =
> RT::Interface::Web::AttemptPasswordAuthentication(\%ARGS); $ARGS{'actions'}
> = [$msg] if not $good and $msg; <& /Elements/Login, %ARGS &>****
>
>  ****
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012****
>
> ** **
>
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From trs at bestpractical.com  Tue Dec  6 09:56:08 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 06 Dec 2011 09:56:08 -0500
Subject: [rt-users] Encoding of subject line in outgoing messages
In-Reply-To: <665A19FE055E2848A51A23BC005F9F3F09F3D2@sefa10.sefa.local>
References: <665A19FE055E2848A51A23BC005F9F3F09F3D2@sefa10.sefa.local>
Message-ID: <4EDE2D08.3020900@bestpractical.com>

On 12/06/2011 03:17 AM, St?phane Brot wrote:
> If I create a ticketin the web interface with french special characters
> like ? ?in the subject, the subject line of the outgoing mail for the
> requestorisnot OK. Here is the mail header :
> 
> Subject: =?us-ascii?Q?=3D=3FUTF-8=3FB=3FW3NlZmFuZXQgIzE2XSBBdXRvUmVwbH?=
> 
>      =?us-ascii?Q?k6IENyw6nDqSBkYW5zIFJUIGF2ZWM=3D=3F=3D?=
> 
> Seems tobe utf-8 surrounded by us-ascii !?

This is a correct encoding of Subject lines according to mail standards.
 Is it actually causing problems in your mail client?

Thomas


From trs at bestpractical.com  Tue Dec  6 10:01:22 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 06 Dec 2011 10:01:22 -0500
Subject: [rt-users] Encoding of subject line in outgoing messages
In-Reply-To: <4EDE2D08.3020900@bestpractical.com>
References: <665A19FE055E2848A51A23BC005F9F3F09F3D2@sefa10.sefa.local>
	<4EDE2D08.3020900@bestpractical.com>
Message-ID: <4EDE2E42.8080000@bestpractical.com>

On 12/06/2011 09:56 AM, Thomas Sibley wrote:
> On 12/06/2011 03:17 AM, St?phane Brot wrote:
>> If I create a ticketin the web interface with french special characters
>> like ? ?in the subject, the subject line of the outgoing mail for the
>> requestorisnot OK. Here is the mail header :
>>
>> Subject: =?us-ascii?Q?=3D=3FUTF-8=3FB=3FW3NlZmFuZXQgIzE2XSBBdXRvUmVwbH?=
>>
>>      =?us-ascii?Q?k6IENyw6nDqSBkYW5zIFJUIGF2ZWM=3D=3F=3D?=
>>
>> Seems tobe utf-8 surrounded by us-ascii !?
> 
> This is a correct encoding of Subject lines according to mail standards.
>  Is it actually causing problems in your mail client?

Actually, it is a little weird since it's doubly MIME header encoded (as
I just noticed).  You've said it appears to be mailx, so I'll clam up
now.  ;)

Thomas


From trs at bestpractical.com  Tue Dec  6 11:08:35 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 06 Dec 2011 11:08:35 -0500
Subject: [rt-users] RES:  Encoding of subject line in outgoing messages
In-Reply-To: <004201ccb42e$d9e635e0$8db2a1a0$@sousa@ispm.com.br>
References: <665A19FE055E2848A51A23BC005F9F3F09F3D2@sefa10.sefa.local>	<4EDE2D08.3020900@bestpractical.com>
	<4EDE2E42.8080000@bestpractical.com>
	<004201ccb42e$d9e635e0$8db2a1a0$@sousa@ispm.com.br>
Message-ID: <4EDE3E03.3040003@bestpractical.com>

You've configured ExternalAuth wrong.  Please don't send mail directly
to me.  Send mail to the list.

On 12/06/2011 10:51 AM, Arlon Sousa wrote:
> Now show me this feedback.
> 
> I installed all the modules required
> 
> install_driver(DBI_DRIVER) failed: Can't locate DBD/DBI_DRIVER.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Extension-SLA/lib /opt/rt4/local/plugins/RT-Extension-HistoryFilter/lib /opt/rt4/local/plugins/RT-Extension-ResetPassword/lib /opt/rt4/local/plugins/RT-Extension-MergeUsers/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /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 . /etc/httpd) at (eval 231) line 3. Stack: [(eval 231):3] [/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/DBI.pm:646] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:446] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/D
BI.pm:218] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:356] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:106] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Session:2] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:236] [/opt/rt4/share/html/autohandler:53] Perhaps the DBD::DBI_DRIVER perl module hasn't been fully installed, or perhaps the capitalisation of 'DBI_DRIVER' isn't right. Available drivers: DBM, ExampleP, File, Gofer, LDAP, Pg, Proxy, Sponge, mysql. at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 446
> 
> 
> Arlon Sousa
> +55 21 2494 9110 / +55 21 3172 9673 / +55 21 7801-9264
> arlon.sousa at ispm.com.br
> Avenida das Am?ricas, 700 | Bloco 3| cj.218
> Barra da Tijuca | 22640-100
> Rio de Janeiro/RJ | Brasil
> www.ispm.com.br
>  
> 
> 
> ?Esta mensagem, incluindo seus anexos, pode conter informa??es privilegiadas e/ou de car?ter confidencial, n?o podendo ser retransmitida sem autoriza??o do remetente. Se voc? n?o ? o destinat?rio ou pessoa autorizada a receb?-la, por favor, nos informe respondendo imediatamente a este e-mail e em seguida apague-a. Obrigado. ISPM? 


From arlon.sousa at ispm.com.br  Tue Dec  6 11:13:30 2011
From: arlon.sousa at ispm.com.br (Arlon Sousa)
Date: Tue, 6 Dec 2011 14:13:30 -0200
Subject: [rt-users] Feedback erro!
Message-ID: <004301ccb431$fe866700$fb933500$@sousa@ispm.com.br>

Now show me this feedback.

 

I installed all the modules required

 

install_driver(DBI_DRIVER) failed: Can't locate DBD/DBI_DRIVER.pm in @INC
(@INC contains: /opt/rt4/sbin/../local/lib
/opt/rt4/local/plugins/RT-Extension-SLA/lib
/opt/rt4/local/plugins/RT-Extension-HistoryFilter/lib
/opt/rt4/local/plugins/RT-Extension-ResetPassword/lib
/opt/rt4/local/plugins/RT-Extension-MergeUsers/lib
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib
/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 .
/etc/httpd) at (eval 231) line 3. Stack: [(eval 231):3]
[/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/DBI.pm:646]
[/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DB
I.pm:446]
[/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DB
I.pm:218]
[/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
:356]
[/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
:106]
[/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10]
[/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/a
utohandler/Session:2] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:236]
[/opt/rt4/share/html/autohandler:53] Perhaps the DBD::DBI_DRIVER perl module
hasn't been fully installed, or perhaps the capitalisation of 'DBI_DRIVER'
isn't right. Available drivers: DBM, ExampleP, File, Gofer, LDAP, Pg, Proxy,
Sponge, mysql. at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI
.pm line 446

 

 



cid:image002.jpg at 01CC81DA.C11C6920


Arlon Sousa
+55 21 2494 9110 / +55 21 3172 9673 / +55 21 7801-9264
 <mailto:arlon.sousa at ispm.com.br> arlon.sousa at ispm.com.br

Avenida das Am?ricas, 700 | Bloco 3| cj.218
Barra da Tijuca | 22640-100
Rio de Janeiro/RJ | Brasil
 <http://www.ispm.com.br/> www.ispm.com.br

 


?Esta mensagem, incluindo seus anexos, pode conter informa??es privilegiadas
e/ou de car?ter confidencial, n?o podendo ser retransmitida sem autoriza??o
do remetente. Se voc? n?o ? o destinat?rio ou pessoa autorizada a receb?-la,
por favor, nos informe respondendo imediatamente a este e-mail e em seguida
apague-a. Obrigado. ISPM? 

	

 

 

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From pofish at ucdavis.edu  Tue Dec  6 15:00:37 2011
From: pofish at ucdavis.edu (Patrick Fish)
Date: Tue, 6 Dec 2011 20:00:37 +0000
Subject: [rt-users] Superscript?
In-Reply-To: <05AD4EE355A101449606559DD4802D75488639@exmbx6.ex.ad3.ucdavis.edu>
References: <05AD4EE355A101449606559DD4802D75488639@exmbx6.ex.ad3.ucdavis.edu>
Message-ID: <05AD4EE355A101449606559DD4802D7548BF05@exmbx6.ex.ad3.ucdavis.edu>

I didn't get any responses but I stumbled upon the CKEditor config file in /opt/rt4/share/html/NoAuth/RichText/ckeditor/config.js:

I added Subscript and Superscript to the config.toolbar_Full section:

config.toolbar_Full =
[
    ['Cut','Copy','Paste','PasteText','PasteFromWord','Subscript','Superscript'],
    ['Undo','Redo','-','-','SelectAll','RemoveFormat'],
    ['Table','HorizontalRule','SpecialChar'],
    '/',
    ['Bold','Italic','Underline','Strike'],
    ['NumberedList','BulletedList','-','Outdent','Indent'],
    ['JustifyLeft','JustifyCenter','JustifyRight','JustifyBlock'],
    '/',
    ['Format','Font','FontSize'],
    ['TextColor'],
    ['Link']
];

Hope this helps someone in the future.
http://xkcd.com/979/

-Patrick


From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patrick Fish
Sent: Thursday, December 01, 2011 1:23 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Superscript?

Hello,

Is it possible to enable superscript in the RT WYSIWYG (CKEditor?) editor?

Thanks,
Patrick
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From bwiese at ElementPS.com  Tue Dec  6 16:41:19 2011
From: bwiese at ElementPS.com (Brent Wiese)
Date: Tue, 6 Dec 2011 14:41:19 -0700
Subject: [rt-users] Looping through transactionobj
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F26C669874E@EXCCR01.eps.local>

I have a scrip that checks to see if the value of certain customfield value has changed. If so, it sets the value of a different custom field.

I want to expand it to check if the value of another customfield has changed and if so, set the value of a 4th  custom field.

So:
If CF1 changed, set CF2 to "hi"
and/or
If CF3 changed, set CF4 to "bye"

The scrip works fine if either CF1 or CF3 is changed, but if BOTH are changed, it's only setting CF4.

I suspect I'm only catching the highest CF ID number - the last in the set. I have some other CF's on the ticket that have ID's higher than CF1, but lower than CF3 (just the way they got added into the system) and the same thing happens if I change the value of one of them and CF1 - CF2 doesn't get changed, but CF3/CF4 works.

How do I loop through the TransactionObj to make sure I pick up all the changes? I can sort out the non-CF1/3 changes with an IF, but I can't figure out how to get my "while" statement right...

I've tried this:

my $trans = $self->TransactionObj;
while (my $customtrans = $trans->Next){ ... }
and
while (my $customtrans = $trans->Next()){ ... }

But I get:
RT: Scrip 27 Prepare failed: RT::Transaction::Next Unimplemented in RT::Action::UserDefined.

I've tried:
my $cffields = $self->TransactionObj ->CustomField;

Got:
RT: Scrip 27 Prepare failed: RT::Transaction::CustomField Unimplemented in RT::Action::UserDefined.

Tried:
my $cffields = $trans->Field;
while (my $customtrans = $ cffields ->Next()){ ... }

Got:
Scrip 27 Prepare failed: Can't call method "Next" without a package or object reference at (eval 3099) line 24

Thanks,
Brent
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From bart at pleh.info  Wed Dec  7 10:23:28 2011
From: bart at pleh.info (Bart)
Date: Wed, 7 Dec 2011 16:23:28 +0100
Subject: [rt-users]  RT tool & RecordTransaction => 0
Message-ID: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>

Hi,

Is there an equivalent way of making the transactions silent via the RT
tool?

Within a normal scrip using RecordTransaction => 0, is there a similar way
for making an edit via the RT tool silent?

-- Bart
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From kenneth-cummins at uiowa.edu  Wed Dec  7 12:00:51 2011
From: kenneth-cummins at uiowa.edu (Cummins, Kenneth V)
Date: Wed, 7 Dec 2011 17:00:51 +0000
Subject: [rt-users] Leveraging CustomField descriptions
Message-ID: <CEFB99324E71C54FA6CE051E5E5EDF0A0142CEF8@hc-mailboxc1-n2.healthcare.uiowa.edu>

Is there anyone who has created an unpublished extension to leverage the description field of a CustomField value?

My specific issue is that I want a Custom Field that the user can select (in this case a list of departments), and then use the description (the email address of the departmental contact) to set the requestor value of the ticket. The department list should be relatively static, but the email of the departmental contact may change, and may not be known to the person filling out the form.

Is there anything to do this, or another way to link the values (relatively simple, this is a high-visibility project that needs to be done quickly)?


Kenneth Cummins
Application Development and Support

Health Care Information Systems
University of Iowa Hospitals and Clinics
1000BT
Iowa City, IA  52242
319.353.7719
mailto:Kenneth-Cummins at uiowa.edu
Notice: This e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.





  ________________________________
Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
  ________________________________
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From arlon.sousa at ispm.com.br  Wed Dec  7 12:29:56 2011
From: arlon.sousa at ispm.com.br (Arlon Sousa)
Date: Wed, 7 Dec 2011 15:29:56 -0200
Subject: [rt-users] display erro after login!
Message-ID: <008301ccb505$d6a010e0$83e032a0$@sousa@ispm.com.br>

after I try to login it shows me the rt this error Message

 

 

install_driver(DBI_DRIVER) failed: Can't locate DBD/DBI_DRIVER.pm in @INC
(@INC contains: /opt/rt4/sbin/../local/lib
/opt/rt4/local/plugins/RT-Extension-SLA/lib
/opt/rt4/local/plugins/RT-Extension-HistoryFilter/lib
/opt/rt4/local/plugins/RT-Extension-ResetPassword/lib
/opt/rt4/local/plugins/RT-Extension-MergeUsers/lib
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib
/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 .
/etc/httpd) at (eval 277) line 3. Stack: [(eval 277):3]
[/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/DBI.pm:646]
[/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DB
I.pm:446]
[/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DB
I.pm:218]
[/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
:356]
[/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
:106]
[/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10]
[/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/a
utohandler/Session:2] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:236]
[/opt/rt4/share/html/autohandler:53] Perhaps the DBD::DBI_DRIVER perl module
hasn't been fully installed, or perhaps the capitalisation of 'DBI_DRIVER'
isn't right. Available drivers: DBM, ExampleP, File, Gofer, LDAP, Pg, Proxy,
Sponge, mysql. at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI
.pm line 446

 



cid:image002.jpg at 01CC81DA.C11C6920


Arlon Sousa
+55 21 2494 9110 / +55 21 3172 9673 / +55 21 7801-9264
 <mailto:arlon.sousa at ispm.com.br> arlon.sousa at ispm.com.br

Avenida das Am?ricas, 700 | Bloco 3| cj.218
Barra da Tijuca | 22640-100
Rio de Janeiro/RJ | Brasil
 <http://www.ispm.com.br/> www.ispm.com.br

 


?Esta mensagem, incluindo seus anexos, pode conter informa??es privilegiadas
e/ou de car?ter confidencial, n?o podendo ser retransmitida sem autoriza??o
do remetente. Se voc? n?o ? o destinat?rio ou pessoa autorizada a receb?-la,
por favor, nos informe respondendo imediatamente a este e-mail e em seguida
apague-a. Obrigado. ISPM? 

	

 

 

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From bart at pleh.info  Wed Dec  7 12:42:15 2011
From: bart at pleh.info (Bart)
Date: Wed, 7 Dec 2011 18:42:15 +0100
Subject: [rt-users] Looping through transactionobj
In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F26C669874E@EXCCR01.eps.local>
References: <7ECD0C8955ADE149B95716B364B4D58F26C669874E@EXCCR01.eps.local>
Message-ID: <CAB2d3rbfVAzUHZJCSEE0H9KBhYzUH4848Q+EPksr5fznXeBSLA@mail.gmail.com>

Wouldn't it be enough to have this set of commands?

If CF1 changed, set CF2 to ?hi?

If CF3 changed, set CF4 to ?bye?

Without the and/or in between, a scrip is sequential so it will just run
from top to bottom.

-- Bart


Op 6 december 2011 22:41 schreef Brent Wiese <bwiese at elementps.com> het
volgende:

> I have a scrip that checks to see if the value of certain customfield
> value has changed. If so, it sets the value of a different custom field.**
> **
>
> ** **
>
> I want to expand it to check if the value of another customfield has
> changed and if so, set the value of a 4th  custom field.****
>
> ** **
>
> So:****
>
> If CF1 changed, set CF2 to ?hi?****
>
> and/or****
>
> If CF3 changed, set CF4 to ?bye?****
>
> ** **
>
> The scrip works fine if either CF1 or CF3 is changed, but if BOTH are
> changed, it?s only setting CF4.****
>
> ** **
>
> I suspect I?m only catching the highest CF ID number ? the last in the
> set. I have some other CF?s on the ticket that have ID?s higher than CF1,
> but lower than CF3 (just the way they got added into the system) and the
> same thing happens if I change the value of one of them and CF1 ? CF2
> doesn?t get changed, but CF3/CF4 works.****
>
> ** **
>
> How do I loop through the TransactionObj to make sure I pick up all the
> changes? I can sort out the non-CF1/3 changes with an IF, but I can?t
> figure out how to get my ?while? statement right?****
>
> ** **
>
> I?ve tried this:****
>
> ** **
>
> my $trans = $self->TransactionObj;****
>
> while (my $customtrans = $trans->Next){ ? }****
>
> and****
>
> while (my $customtrans = $trans->Next()){ ? }****
>
> ** **
>
> But I get:****
>
> RT: Scrip 27 Prepare failed: RT::Transaction::Next Unimplemented in
> RT::Action::UserDefined.****
>
> ** **
>
> I?ve tried:****
>
> my $cffields = $self->TransactionObj ->CustomField;****
>
> ** **
>
> Got:****
>
> RT: Scrip 27 Prepare failed: RT::Transaction::CustomField Unimplemented in
> RT::Action::UserDefined.****
>
> ** **
>
> Tried:****
>
> my $cffields = $trans->Field;****
>
> while (my $customtrans = $ cffields ->Next()){ ? }****
>
> ** **
>
> Got:****
>
> Scrip 27 Prepare failed: Can't call method "Next" without a package or
> object reference at (eval 3099) line 24****
>
> ** **
>
> Thanks,****
>
> Brent****
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From trs at bestpractical.com  Wed Dec  7 12:45:01 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 07 Dec 2011 12:45:01 -0500
Subject: [rt-users] display erro after login!
In-Reply-To: <008301ccb505$d6a010e0$83e032a0$@sousa@ispm.com.br>
References: <008301ccb505$d6a010e0$83e032a0$@sousa@ispm.com.br>
Message-ID: <4EDFA61D.9080705@bestpractical.com>

On 12/07/2011 12:29 PM, Arlon Sousa wrote:
> after I try to login it shows me the rt this error Message

Please don't spam the list.  I already told you that you have
ExternalAuth configured incorrectly.  Remove the example DBI config
you're clearly not using.  If you don't know how to that, post your
config to the list and ask on one of your existing threads.

Thomas


From gerard at eve-team.com  Wed Dec  7 13:11:04 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Wed, 07 Dec 2011 19:11:04 +0100
Subject: [rt-users] CF Link values
Message-ID: <4EDFAC38.1020208@eve-team.com>

Hi

I am using RT3.8.8

I have a CF where the "Link value to" contains

    http://cvsweb/__CustomField__

RT generates a link but if I click on the link I get a 404 error using 
Firefox.
I am pretty sure that I saw this work when I first set it up with RT 3.6

If I look at the generated source of the page, I see

<td  class="value">
<a  href="http://cvsweb/aaaa%2Fbbbb%2Fcccc%2Fdddd  <view-source:http://cvsweb.eve/cgi-bin/cvsweb/qa%2Fxl%2Feve%2FzTopBuild_force_dve_source_vector>"target="_new">  aaaa/bbbb/cccc/dddd</a>
</td>

The code is in share/html/Elements/ShowCustomFields

    my $linked = $value->LinkValueTo;
     if ( defined $linked&&  length $linked ) {
         my $linked = $m->interp->apply_escapes( $linked, 'h' );
         $m->out('<a href="'. $linked .'" target="_new">');
     }

The code for RT3.6.10 shows
     my $linked = $cf->LinkValueTo;
     if ( $linked ) {
         $m->out('<a href="'. $value->LinkValueTo .'" target="_new">');
     }

How can I tell Mason not to escape '/' and still escape the rest ?

In fact, I am uncertain why '/' gets escaped
because my understanding of Mason is that 'h' refers to basic_html_escape
which is supposed to escape only '&','>','<', and '"'.

Thanks
Gerard


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From bwiese at ElementPS.com  Wed Dec  7 14:35:43 2011
From: bwiese at ElementPS.com (Brent Wiese)
Date: Wed, 7 Dec 2011 12:35:43 -0700
Subject: [rt-users] Looping through transactionobj
In-Reply-To: <CAB2d3rbfVAzUHZJCSEE0H9KBhYzUH4848Q+EPksr5fznXeBSLA@mail.gmail.com>
References: <7ECD0C8955ADE149B95716B364B4D58F26C669874E@EXCCR01.eps.local>
	<CAB2d3rbfVAzUHZJCSEE0H9KBhYzUH4848Q+EPksr5fznXeBSLA@mail.gmail.com>
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F26C6698A64@EXCCR01.eps.local>

You'd think as much, but it's not working like that.
I put this in condition:
if ($trans->Type eq "CustomField" && $trans->Field eq "5") {
$RT::Logger->info("Made it into 1st App condition");
return 1;
} else {
return 0;
}
Then this in Prep:
<<snip>>
$RT::Logger->info("Made it into 1st App scrip");
                if ( $trans->Type eq "CustomField" && $trans->Field eq "5" ) {
$RT::Logger->info("Inside 1st App IF");
... do some stuff...
}
Ok, so that IF is EXACTLY THE SAME as the one that PASSED above. But it never makes it into the IF unless I've ONLY changed the value #5 - I have another scrip that is identical except it checks field 17 and if I've changed both 5 and 17, it logs this:
Dec  6 16:12:01 rtserver RT: Made it into 1st App condition ((eval 1581):6)
Dec  6 16:12:01 rtserver RT: Made it into 1st App scrip ((eval 1586):20)
Dec  6 16:12:01 rtserver RT: Made it into 2nd App condition ((eval 1591):6)
Dec  6 16:12:01 rtserver RT: Made it into 2nd App scrip ((eval 1596):20)
Dec  6 16:12:01 rtserver RT: Inside 2nd App IF ((eval 1596):23)
If I only change #5:
Dec  6 16:12:32 rtserver RT: Made it into 1st App condition ((eval 1411):6)
Dec  6 16:12:32 rtserver RT: Made it into 1st App scrip ((eval 1416):20)
Dec  6 16:12:32 rtserver RT: Inside 1st App IF ((eval 1416):24)
If I only change #17:
Dec  6 16:14:32 rtserver RT: Made it into 2nd App condition ((eval 1499):6)
Dec  6 16:14:32 rtserver RT: Made it into 2nd App scrip ((eval 1504):20)
Dec  6 16:14:32 rtserver RT: Inside 2nd App IF ((eval 1504):23)
I was able to get it to work if I had 1 scrip for each CF AND I put all the code in the condition box instead of the prep box. Weird to say the least. I guess I don't get the logic behind how it runs.

From: pleh.info at gmail.com [mailto:pleh.info at gmail.com] On Behalf Of Bart
Sent: Wednesday, December 07, 2011 10:42 AM
To: Brent Wiese
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Looping through transactionobj

Wouldn't it be enough to have this set of commands?

If CF1 changed, set CF2 to "hi"
If CF3 changed, set CF4 to "bye"

Without the and/or in between, a scrip is sequential so it will just run from top to bottom.

-- Bart

Op 6 december 2011 22:41 schreef Brent Wiese <bwiese at elementps.com<mailto:bwiese at elementps.com>> het volgende:
I have a scrip that checks to see if the value of certain customfield value has changed. If so, it sets the value of a different custom field.

I want to expand it to check if the value of another customfield has changed and if so, set the value of a 4th  custom field.

So:
If CF1 changed, set CF2 to "hi"
and/or
If CF3 changed, set CF4 to "bye"

The scrip works fine if either CF1 or CF3 is changed, but if BOTH are changed, it's only setting CF4.

I suspect I'm only catching the highest CF ID number - the last in the set. I have some other CF's on the ticket that have ID's higher than CF1, but lower than CF3 (just the way they got added into the system) and the same thing happens if I change the value of one of them and CF1 - CF2 doesn't get changed, but CF3/CF4 works.

How do I loop through the TransactionObj to make sure I pick up all the changes? I can sort out the non-CF1/3 changes with an IF, but I can't figure out how to get my "while" statement right...

I've tried this:

my $trans = $self->TransactionObj;
while (my $customtrans = $trans->Next){ ... }
and
while (my $customtrans = $trans->Next()){ ... }

But I get:
RT: Scrip 27 Prepare failed: RT::Transaction::Next Unimplemented in RT::Action::UserDefined.

I've tried:
my $cffields = $self->TransactionObj ->CustomField;

Got:
RT: Scrip 27 Prepare failed: RT::Transaction::CustomField Unimplemented in RT::Action::UserDefined.

Tried:
my $cffields = $trans->Field;
while (my $customtrans = $ cffields ->Next()){ ... }

Got:
Scrip 27 Prepare failed: Can't call method "Next" without a package or object reference at (eval 3099) line 24

Thanks,
Brent

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston - March 5 & 6, 2012

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From sharon.belliveau at frb.gov  Wed Dec  7 14:45:16 2011
From: sharon.belliveau at frb.gov (sharon.belliveau at frb.gov)
Date: Wed, 7 Dec 2011 14:45:16 -0500
Subject: [rt-users] Search by Category of Custom Field
In-Reply-To: <mailman.35.1323178230.4666.rt-users@lists.bestpractical.com>
References: <mailman.35.1323178230.4666.rt-users@lists.bestpractical.com>
Message-ID: <20111207201548.DD347628003@ibastion.frb.gov>

I'm setting up a new queue with many custom fields. Before I get too far in
the design, I trying to learn what I can do with the category for custom
fields. Specifically, will
I be able to  create a saved searches based on a custom field's category?
These would be used in group dashboards. Is this doable? I cannot figure
out the TicketSQL syntax.

For example, the queue is named FR and the custom field is Report with the
categories that are colors: Blue, Teal, and Black.

The following returns the all tickets with Report set to one of the
possibilities.
Queue = 'FR CP' AND CF.Report IS NOT Null

It would be nice see all the tickets where the Report field is set to one
of the options for Category. (pseudo code)
Queue = 'FR CP' AND CF.Report.Category = 'Black'

a

One approach that I have tried is having two custom fields: Report and
ReportCategory which has the colors. With both fields enabled, one has to
first choose the ReportCategory, then the Report list box shows all the
Reports in the category. When I had just Report, without ReportCategory
enabled, the Report listbox had the report options nicely grouped by
category in the listbox. Nicer as one had to only choose one listbox
(Report) not from two (ReportCategory and then Report).

Can I use  ticket sql for a search on a custom field category?

Thanks!
Sharon Belliveau
Federal Reserve Board




From jim.lesinski at gmail.com  Wed Dec  7 14:57:23 2011
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Wed, 7 Dec 2011 14:57:23 -0500
Subject: [rt-users] RT 4.0.4 - Single Value Autocomplete and Internet
	Explorer 8 and 9
Message-ID: <CAAxD6PPJkynsYecy27XDeFL_XuM9xkULixmXd+0bwT9UQyqtpw@mail.gmail.com>

I noticed that a Single Value Automplete custom field does not seem to work
in RT 4.0.4 with Internet Explorer 8 and 9. In fact nothing comes up.
Multivalues works as expected and other browsers work with autocomplete.

Does any one else have this issue and possibly a work around.
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From ruz at bestpractical.com  Wed Dec  7 15:29:56 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 00:29:56 +0400
Subject: [rt-users] Search by Category of Custom Field
In-Reply-To: <20111207201548.DD347628003@ibastion.frb.gov>
References: <mailman.35.1323178230.4666.rt-users@lists.bestpractical.com>
	<20111207201548.DD347628003@ibastion.frb.gov>
Message-ID: <CAMOxC8vh-MKdPmJUSOPwKs8ZeWY-WNmUOKdQ9609pE+a5BVeUA@mail.gmail.com>

Hi,

There is no such functionality as category is property of a value, but
is not saved when value is set on object. Use BasedOn custom fields,
so category is saved as additional custom field.

On Wed, Dec 7, 2011 at 11:45 PM,  <sharon.belliveau at frb.gov> wrote:
> I'm setting up a new queue with many custom fields. Before I get too far in
> the design, I trying to learn what I can do with the category for custom
> fields. Specifically, will
> I be able to ?create a saved searches based on a custom field's category?
> These would be used in group dashboards. Is this doable? I cannot figure
> out the TicketSQL syntax.
>
> For example, the queue is named FR and the custom field is Report with the
> categories that are colors: Blue, Teal, and Black.
>
> The following returns the all tickets with Report set to one of the
> possibilities.
> Queue = 'FR CP' AND CF.Report IS NOT Null
>
> It would be nice see all the tickets where the Report field is set to one
> of the options for Category. (pseudo code)
> Queue = 'FR CP' AND CF.Report.Category = 'Black'
>
> a
>
> One approach that I have tried is having two custom fields: Report and
> ReportCategory which has the colors. With both fields enabled, one has to
> first choose the ReportCategory, then the Report list box shows all the
> Reports in the category. When I had just Report, without ReportCategory
> enabled, the Report listbox had the report options nicely grouped by
> category in the listbox. Nicer as one had to only choose one listbox
> (Report) not from two (ReportCategory and then Report).
>
> Can I use ?ticket sql for a search on a custom field category?
>
> Thanks!
> Sharon Belliveau
> Federal Reserve Board
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Wed Dec  7 16:16:56 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 01:16:56 +0400
Subject: [rt-users] CF Link values
In-Reply-To: <4EDFAC38.1020208@eve-team.com>
References: <4EDFAC38.1020208@eve-team.com>
Message-ID: <CAMOxC8t5M=r_XuCOtKOyBxTh5r7sTmZtQQL64Fpxz4vmdS3W8g@mail.gmail.com>

On Wed, Dec 7, 2011 at 10:11 PM, Gerard FENELON <gerard at eve-team.com> wrote:
> Hi
>
> I am using RT3.8.8
>
> I have a CF where the "Link value to" contains
>
> http://cvsweb/__CustomField__
>
> RT generates a link but if I click on the link I get a 404 error using
> Firefox.
> I am pretty sure that I saw this work when I first set it up with RT 3.6
>
> If I look at the generated source of the page, I see
>
> <td class="value">
> <a href="http://cvsweb/aaaa%2Fbbbb%2Fcccc%2Fdddd" target="_new">
> aaaa/bbbb/cccc/dddd</a>
> </td>
>
> The code is in share/html/Elements/ShowCustomFields
>
>    my $linked = $value->LinkValueTo;
>     if ( defined $linked && length $linked ) {
>         my $linked = $m->interp->apply_escapes( $linked, 'h' );
>         $m->out('<a href="'. $linked .'" target="_new">');
>     }
>
> The code for RT3.6.10 shows
>     my $linked = $cf->LinkValueTo;
>     if ( $linked ) {
>         $m->out('<a href="'. $value->LinkValueTo .'" target="_new">');
>     }
>
> How can I tell Mason not to escape '/' and still escape the rest ?


Escaping you have problem with is not happening here. Take a look into
lib/RT/ObjectCustomFieldValue.pm, method _FillInTemplateURL.


>
> In fact, I am uncertain why '/' gets escaped
> because my understanding of Mason is that 'h' refers to basic_html_escape
> which is supposed to escape only '&', '>', '<', and '"'.
>
> Thanks
> Gerard
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Wed Dec  7 16:44:55 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 01:44:55 +0400
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
Message-ID: <CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>

On Wed, Dec 7, 2011 at 7:23 PM, Bart <bart at pleh.info> wrote:
> Hi,
>
> Is there an?equivalent?way of making the transactions silent via the RT
> tool?

No.

>
> Within a normal scrip using RecordTransaction => 0, is there a similar way
> for making an edit via the RT tool silent?
>
> -- Bart
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Wed Dec  7 17:14:30 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 02:14:30 +0400
Subject: [rt-users] Upgrade RT and AT and now can not create assets
In-Reply-To: <20111206080435.1968fcc5@longshot.localdomain>
References: <20111206080435.1968fcc5@longshot.localdomain>
Message-ID: <CAMOxC8vW27MM4uSFf8F19B6dm5r2dXMPQ4aDc53dromYMa7WSg@mail.gmail.com>

On Tue, Dec 6, 2011 at 5:04 PM, Kevin Squire <gentgeen at wikiak.org> wrote:
> When I would run 'make initdb' I would get an error:
> ? Now populating database schema.
> DBD::Pg::st execute failed: ERROR: ?relation "at_types" already exists
> at /usr/share/request-tracker3.8/lib/RT/Handle.pm line 506. ...returned
> with error: 65280 make: *** [initdb] Error 255

You don't run `make initdb` when you upgrade. You should read
documentation to perform proper upgrade. It's possible that your DB
inconsistent right now.


-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Wed Dec  7 17:22:18 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 02:22:18 +0400
Subject: [rt-users] any simple way to access custom transaction fields?
In-Reply-To: <CAAUTSjfmTLrv7pt7vKT4Q8j8Gmu50BPcorTNj=hq-Evp=QabjQ@mail.gmail.com>
References: <CAAUTSjey94OScf9sv0dJaMBxn7DsA5REXHEoiThxDc6N=-DwZw@mail.gmail.com>
	<CAAUTSjfmTLrv7pt7vKT4Q8j8Gmu50BPcorTNj=hq-Evp=QabjQ@mail.gmail.com>
Message-ID: <CAMOxC8tS9CE_KcpB7sBN-q7whSW0wGMqZzNSbHEnd+vMi1e2vQ@mail.gmail.com>

On Tue, Dec 6, 2011 at 4:01 PM, Marius Karnauskas <cofkie at gmail.com> wrote:
> Hi,
>
> I have custom transaction fields for tickets but I can't see any of
> values of them while using rt cli command: rt show <ticket id>/history
> How I could easily access these fields, (Perl API would be my last
> option)? I would like to generate some reports based on these values..

Quick glance at code suggests that it's not supported. Patches are
welcome, start from:

share/html/REST/1.0/Forms/ticket/history
share/html/REST/1.0/Forms/transaction/default

>
> --
> Thanks
> Marius
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From bart at pleh.info  Thu Dec  8 01:34:42 2011
From: bart at pleh.info (Bart)
Date: Thu, 8 Dec 2011 07:34:42 +0100
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
Message-ID: <CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>

Hmm, I might need to rethink my script then...

Have this script in cron:

#!/bin/bash

datum=`date "+%d%m%y"`
tijd=`date "+%H%M"`

if [ $tijd -ge 0830 -a $datum -ne 261211 -a $datum -ne 090412 -a $datum -ne
300412 -a $datum -ne 170512 -a $datum -ne 180512 -a $datum -ne 280512 -a
$datum -ne 251212 -a $datum -ne 261212 ]
then
for i in `/opt/rt4/bin/rt ls -t ticket "Status!='resolved' and
Status!='rejected' and Status!='spam' and Status!='deleted'" -f status |
grep ^[0-9] | cut -f 1`; do
case `/opt/rt4/bin/rt ls -t ticket "id=$i" -f status | grep ^[0-9] | cut -f
2` in
new) /opt/rt4/bin/rt edit ticket/$i set CF-'aantal_minuten_new'=$((
`/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'aantal_minuten_new' | grep
^[0-9] | cut -f 2` + 5 ))&
;;
open) /opt/rt4/bin/rt edit ticket/$i set CF-'aantal_minuten_open'=$((
`/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'aantal_minuten_open' | grep
^[0-9] | cut -f 2` + 5 ))&
;;
stalled) /opt/rt4/bin/rt edit ticket/$i set CF-'aantal_minuten_stalled'=$((
`/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'aantal_minuten_stalled' | grep
^[0-9] | cut -f 2` + 5 ))&
;;
Bij_Leverancier) /opt/rt4/bin/rt edit ticket/$i set
CF-'aantal_minuten_Bij_Leverancier'=$(( `/opt/rt4/bin/rt ls -t ticket
"id=$i" -f CF-'aantal_minuten_Bij_Leverancier' | grep ^[0-9] | cut -f 2` +
5 ))&
;;
Bij_Aanvrager) /opt/rt4/bin/rt edit ticket/$i set
CF-'aantal_minuten_Bij_Aanvrager'=$(( `/opt/rt4/bin/rt ls -t ticket "id=$i"
-f CF-'aantal_minuten_Bij_Aanvrager' | grep ^[0-9] | cut -f 2` + 5 ))&
;;
Intern) /opt/rt4/bin/rt edit ticket/$i set CF-'aantal_minuten_Intern'=$((
`/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'aantal_minuten_Intern' | grep
^[0-9] | cut -f 2` + 5 ))&
;;
*) ;;
esac
done
fi

It runs every 5 minutes during business hours, rough translation would be
that it runs 114 times a day. During each run it increases the value of a
custom field by 5, this will give us the amount of time in minutes a ticket
stood at a certain active status. (in the above you'll see a few default
statuses along with a few custom ones)

I kinda overlooked that it writes an entry in the ticket history where it
shows the change of the CF value... 114 times a day for each ticket, where
an average ticket might be open a few days (changes or problems even
longer). . .

Users however won't see these changes unless they hit the history tab, but
I the ticket view will be slowed down when the history gets bigger and
bigger (we use RT::Extension::HistoryFilter, but even with it RT will first
load the entire history)....

Any suggestions on how to achieve the above without writing stuff in the
ticket history?


-- Bart


Op 7 december 2011 22:44 schreef Ruslan Zakirov <ruz at bestpractical.com> het
volgende:

> On Wed, Dec 7, 2011 at 7:23 PM, Bart <bart at pleh.info> wrote:
> > Hi,
> >
> > Is there an equivalent way of making the transactions silent via the RT
> > tool?
>
> No.
>
> >
> > Within a normal scrip using RecordTransaction => 0, is there a similar
> way
> > for making an edit via the RT tool silent?
> >
> > -- Bart
> >
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston ? March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.
>
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From bart at pleh.info  Thu Dec  8 02:38:39 2011
From: bart at pleh.info (Bart)
Date: Thu, 8 Dec 2011 08:38:39 +0100
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
	<CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
Message-ID: <CAB2d3rZ-pouPR=15LyKCFjKPBWPNFaDo54dvJcPxOFZThoTSYw@mail.gmail.com>

***Small update***

Since I want a simple solution I'm now looking into doing this inside SQL
instead of trying to make a clever script.

Few SQL queries that should give you an idea to where I'm heading.


Get all tickets along with their status, though I'll probably make a
separate query for each status (to keep things simple)

select id,Status from Tickets where Status != "deleted" AND Status !=
"resolved" AND Status != "spam" AND Status != "rejected";

Show the CustomField value of ticket 2222 (specific CF, selected by ID),
disabled 0 means it's the active value:

select * from ObjectCustomFieldValues where ObjectId = "2222" AND Disabled
= "0" AND CustomField = "12";

Update the CustomField value for ticket 2222 and increase the value by 5:

update ObjectCustomFieldValues set Content = Content + 5 where CustomField
= "12" AND Disabled = "0" AND ObjectId = "2222";

The only problem I'm now looking at is that if a CF never had a value
(empty) then it won't have an entry in the DB. So in addition to the SQL
queries I'm going to make sure that these specific CF's always have a value
(set during ticket creation + set once manually for all tickets).

The CustomField values will be set to 0 + during ticket creation I'll make
sure that the transaction isn't recorded.

When you update a CF that's already been recorded in the ticket history
you'll update the value shown in the ticket history for that entry.

One thing that I want to do to make things a little "nicer" is to also
update the "LastUpdated" field for that entry.

Overall I think this will be the better solution for us, will post the
results once I'm done.


-- Bart


Op 8 december 2011 07:34 schreef Bart <bart at pleh.info> het volgende:

> Hmm, I might need to rethink my script then...
>
> Have this script in cron:
>
> #!/bin/bash
>
> datum=`date "+%d%m%y"`
> tijd=`date "+%H%M"`
>
> if [ $tijd -ge 0830 -a $datum -ne 261211 -a $datum -ne 090412 -a $datum
> -ne 300412 -a $datum -ne 170512 -a $datum -ne 180512 -a $datum -ne 280512
> -a $datum -ne 251212 -a $datum -ne 261212 ]
> then
> for i in `/opt/rt4/bin/rt ls -t ticket "Status!='resolved' and
> Status!='rejected' and Status!='spam' and Status!='deleted'" -f status |
> grep ^[0-9] | cut -f 1`; do
>  case `/opt/rt4/bin/rt ls -t ticket "id=$i" -f status | grep ^[0-9] | cut
> -f 2` in
>  new) /opt/rt4/bin/rt edit ticket/$i set CF-'aantal_minuten_new'=$((
> `/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'aantal_minuten_new' | grep
> ^[0-9] | cut -f 2` + 5 ))&
>  ;;
> open) /opt/rt4/bin/rt edit ticket/$i set CF-'aantal_minuten_open'=$((
> `/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'aantal_minuten_open' | grep
> ^[0-9] | cut -f 2` + 5 ))&
>  ;;
> stalled) /opt/rt4/bin/rt edit ticket/$i set
> CF-'aantal_minuten_stalled'=$(( `/opt/rt4/bin/rt ls -t ticket "id=$i" -f
> CF-'aantal_minuten_stalled' | grep ^[0-9] | cut -f 2` + 5 ))&
>  ;;
> Bij_Leverancier) /opt/rt4/bin/rt edit ticket/$i set
> CF-'aantal_minuten_Bij_Leverancier'=$(( `/opt/rt4/bin/rt ls -t ticket
> "id=$i" -f CF-'aantal_minuten_Bij_Leverancier' | grep ^[0-9] | cut -f 2` +
> 5 ))&
>  ;;
> Bij_Aanvrager) /opt/rt4/bin/rt edit ticket/$i set
> CF-'aantal_minuten_Bij_Aanvrager'=$(( `/opt/rt4/bin/rt ls -t ticket "id=$i"
> -f CF-'aantal_minuten_Bij_Aanvrager' | grep ^[0-9] | cut -f 2` + 5 ))&
>  ;;
> Intern) /opt/rt4/bin/rt edit ticket/$i set CF-'aantal_minuten_Intern'=$((
> `/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'aantal_minuten_Intern' | grep
> ^[0-9] | cut -f 2` + 5 ))&
>  ;;
> *) ;;
>  esac
> done
> fi
>
> It runs every 5 minutes during business hours, rough translation would be
> that it runs 114 times a day. During each run it increases the value of a
> custom field by 5, this will give us the amount of time in minutes a ticket
> stood at a certain active status. (in the above you'll see a few default
> statuses along with a few custom ones)
>
> I kinda overlooked that it writes an entry in the ticket history where it
> shows the change of the CF value... 114 times a day for each ticket, where
> an average ticket might be open a few days (changes or problems even
> longer). . .
>
> Users however won't see these changes unless they hit the history tab, but
> I the ticket view will be slowed down when the history gets bigger and
> bigger (we use RT::Extension::HistoryFilter, but even with it RT will first
> load the entire history)....
>
> Any suggestions on how to achieve the above without writing stuff in the
> ticket history?
>
>
> -- Bart
>
>
> Op 7 december 2011 22:44 schreef Ruslan Zakirov <ruz at bestpractical.com>het volgende:
>
> On Wed, Dec 7, 2011 at 7:23 PM, Bart <bart at pleh.info> wrote:
>> > Hi,
>> >
>> > Is there an equivalent way of making the transactions silent via the RT
>> > tool?
>>
>> No.
>>
>> >
>> > Within a normal scrip using RecordTransaction => 0, is there a similar
>> way
>> > for making an edit via the RT tool silent?
>> >
>> > -- Bart
>> >
>> > --------
>> > RT Training Sessions (http://bestpractical.com/services/training.html)
>> > * Boston ? March 5 & 6, 2012
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
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From Horst.Kriegers at loro.ch  Thu Dec  8 02:43:18 2011
From: Horst.Kriegers at loro.ch (Kriegers Horst)
Date: Thu, 8 Dec 2011 07:43:18 +0000
Subject: [rt-users] Register Bcc as AdminCc user
Message-ID: <49BFBF371580BE4A921A738E1E1C95C510C1A59D@PSDAG01.office.loro.swiss>

Hello all,

After 2 days of searching I don?t find any solution and now I need your help.

I wich to automatically register Bcc user as AdminCc on ticket.
Is there a configuration or a scrip to do this ?


A great thanks for your help.
Horst





________________________________
Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

________________________________
Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.

________________________________
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From ruz at bestpractical.com  Thu Dec  8 03:26:09 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 12:26:09 +0400
Subject: [rt-users] Register Bcc as AdminCc user
In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C510C1A59D@PSDAG01.office.loro.swiss>
References: <49BFBF371580BE4A921A738E1E1C95C510C1A59D@PSDAG01.office.loro.swiss>
Message-ID: <CAMOxC8ux=NYqGVRqmkDWU=kgH5VQPpB7_K+rs-oCMOf_spkOMg@mail.gmail.com>

On Thu, Dec 8, 2011 at 11:43, Kriegers Horst <Horst.Kriegers at loro.ch> wrote:
> Hello all,
>
>
>
> After 2 days of searching I don?t find any solution and now I need your
> help.
>
>
>
> I wich to automatically register Bcc user as AdminCc on ticket.
>
> Is there a configuration or a scrip to do this ?

If you mean one time recipient Bcc input then it's saved in headers.
Grep for OtherRecipients in lib/RT/Action/Notify.pm to see how get
addresses in your custom scrip.

>
>
>
>
>
> A great thanks for your help.
>
> Horst
>
>
>
>
>
>
>
>
>
>
> ________________________________
> Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la
> personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le
> destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le
> pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce
> courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.
>
> ________________________________
> Important Notice: The content of this e-mail is intended only and solely for
> the use of the named recipient or organization. If you are not the named
> recipient, please inform us immediately and delete the present e-mail. In
> this case, you are not allowed to copy, distribute or use this e-mail in any
> way.
>
> ________________________________
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From fireskyer at hochsitze.com  Thu Dec  8 04:25:48 2011
From: fireskyer at hochsitze.com (john s.)
Date: Thu, 8 Dec 2011 01:25:48 -0800 (PST)
Subject: [rt-users] Can't open Ticket Time::ParseDate error
In-Reply-To: <32922746.post@talk.nabble.com>
References: <32901809.post@talk.nabble.com> <32922746.post@talk.nabble.com>
Message-ID: <32933376.post@talk.nabble.com>




?????









-- 
View this message in context: http://old.nabble.com/Can%27t-open-Ticket-Time%3A%3AParseDate-error-tp32901809p32933376.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From bart at pleh.info  Thu Dec  8 04:31:41 2011
From: bart at pleh.info (Bart)
Date: Thu, 8 Dec 2011 10:31:41 +0100
Subject: [rt-users] Can't open Ticket Time::ParseDate error
In-Reply-To: <32933376.post@talk.nabble.com>
References: <32901809.post@talk.nabble.com> <32922746.post@talk.nabble.com>
	<32933376.post@talk.nabble.com>
Message-ID: <CAB2d3rYDcr2KjnQJ6zsHPkY7vg6cXb9ZA6ERc1U-SXoNhvpg8A@mail.gmail.com>

What do you see in /var/log/messages or /var/log/syslog

Also, what are the entries in /opt/rt4/var/log (error and access)? (is the
"click" registered?)

Do other things via de webinterface work? (is this the only problem your
seeing? e.g. ticket creation, editing some fields, etc.)

-- Bart


Op 8 december 2011 10:25 schreef john s. <fireskyer at hochsitze.com> het
volgende:

>
>
>
> ?????
>
>
>
>
>
>
>
>
>
> --
> View this message in context:
> http://old.nabble.com/Can%27t-open-Ticket-Time%3A%3AParseDate-error-tp32901809p32933376.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>
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From fireskyer at hochsitze.com  Thu Dec  8 04:35:06 2011
From: fireskyer at hochsitze.com (john s.)
Date: Thu, 8 Dec 2011 01:35:06 -0800 (PST)
Subject: [rt-users] Can't open Ticket Time::ParseDate error
In-Reply-To: <32901809.post@talk.nabble.com>
References: <32901809.post@talk.nabble.com>
Message-ID: <32933407.post@talk.nabble.com>



Hello everybody 


after a few commands with mysqlcheck on the table which belongs to ...
everything is fine 


best regards 

john  s. 


-- 
View this message in context: http://old.nabble.com/Can%27t-open-Ticket-Time%3A%3AParseDate-error-tp32901809p32933407.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From marouane.himdi at kereval.com  Thu Dec  8 04:30:17 2011
From: marouane.himdi at kereval.com (Marouane Himdi)
Date: Thu, 08 Dec 2011 10:30:17 +0100 (CET)
Subject: [rt-users] category & description for custom field
Message-ID: <840ef02c-1455-4926-80c1-eed576c60ea4@ouessant>

Hi all, 
How can I get category and description associated to a value of a custom field 
we need that to use it in a scrip 

Best regards 



Marouane HIMDI 
Ing?nieur R&D 
(Keys : monitoring, functionnal&load-Testing, request-tracketing, ... ) 



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From ruz at bestpractical.com  Thu Dec  8 04:50:11 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 13:50:11 +0400
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
	<CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
Message-ID: <CAMOxC8veDDXObR17cZjtrtQzX=v07CLW3HURhUQg2uzCY1FP8g@mail.gmail.com>

On Thu, Dec 8, 2011 at 10:34, Bart <bart at pleh.info> wrote:
> Any suggestions on how to achieve the above without writing stuff in the
> ticket history?

With a silent flag that only available through API. rt-crontool +
custom scrip action is your friend.

-- 
Best regards, Ruslan.


From bart at pleh.info  Thu Dec  8 05:01:37 2011
From: bart at pleh.info (Bart)
Date: Thu, 8 Dec 2011 11:01:37 +0100
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAMOxC8veDDXObR17cZjtrtQzX=v07CLW3HURhUQg2uzCY1FP8g@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
	<CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
	<CAMOxC8veDDXObR17cZjtrtQzX=v07CLW3HURhUQg2uzCY1FP8g@mail.gmail.com>
Message-ID: <CAB2d3raFwQ3UVKv_KrYnkh+-FRSGdRPkm-XYLtnsMkYtxMck5Q@mail.gmail.com>

I find the rt-crontool to be a bit confusing. I can search with it, set a
CF based on search results etc.

But the trick would be to do something like CF-'some cf'="Old CF Value" + 5.

Can the rt-crontool launch an internal RT scrip (e.g. a global scrip or
something like that) as action instead of the actions that I come across at
the examples?

-- Bart


Op 8 december 2011 10:50 schreef Ruslan Zakirov <ruz at bestpractical.com> het
volgende:

> On Thu, Dec 8, 2011 at 10:34, Bart <bart at pleh.info> wrote:
> > Any suggestions on how to achieve the above without writing stuff in the
> > ticket history?
>
> With a silent flag that only available through API. rt-crontool +
> custom scrip action is your friend.
>
> --
> Best regards, Ruslan.
>
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From ruz at bestpractical.com  Thu Dec  8 05:01:58 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 14:01:58 +0400
Subject: [rt-users] category & description for custom field
In-Reply-To: <840ef02c-1455-4926-80c1-eed576c60ea4@ouessant>
References: <840ef02c-1455-4926-80c1-eed576c60ea4@ouessant>
Message-ID: <CAMOxC8sk2o9kcnFmCa1XpdHO_kh5FuaE0yX=0_EuL_2kfWNmeQ@mail.gmail.com>

On Thu, Dec 8, 2011 at 13:30, Marouane Himdi <marouane.himdi at kereval.com> wrote:
> Hi all,
> How can I get category and description associated to a value of a custom
> field
> we need that to use it in a scrip

my $cf = $ticket->LoadCustomFieldByIdentifier( "CF name");
my $value = $ticket->FirstCustomFieldValue( $cf->Name );

my $value_obj = RT::CustomFieldValue->new( $ticket->CurrentUser );
$value_obj->LoadByCols( CustomField => $cf->id, Name => $value );

my $cat = $value_obj->Category;
my $desc = $value_obj->Description;

Not tested but should be close.

>
> Best regards
>
> Marouane HIMDI
> Ing?nieur R&D
> (Keys : monitoring, functionnal&load-Testing, request-tracketing, ... )
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From marouane.himdi at kereval.com  Thu Dec  8 05:06:36 2011
From: marouane.himdi at kereval.com (Marouane Himdi)
Date: Thu, 08 Dec 2011 11:06:36 +0100 (CET)
Subject: [rt-users] category & description for custom field
In-Reply-To: <CAMOxC8sk2o9kcnFmCa1XpdHO_kh5FuaE0yX=0_EuL_2kfWNmeQ@mail.gmail.com>
Message-ID: <03355f38-367e-474e-9f7b-466625d01c34@ouessant>

Thanks Ruslan for your reactivity
I'll test that

----- Mail original -----
De: "Ruslan Zakirov" <ruz at bestpractical.com>
?: "Marouane HIMDI" <marouane.himdi at kereval.com>
Cc: "rt-users" <rt-users at lists.bestpractical.com>
Envoy?: Jeudi 8 D?cembre 2011 11:01:58
Objet: Re: [rt-users] category & description for custom field

On Thu, Dec 8, 2011 at 13:30, Marouane Himdi <marouane.himdi at kereval.com> wrote:
> Hi all,
> How can I get category and description associated to a value of a custom
> field
> we need that to use it in a scrip

my $cf = $ticket->LoadCustomFieldByIdentifier( "CF name");
my $value = $ticket->FirstCustomFieldValue( $cf->Name );

my $value_obj = RT::CustomFieldValue->new( $ticket->CurrentUser );
$value_obj->LoadByCols( CustomField => $cf->id, Name => $value );

my $cat = $value_obj->Category;
my $desc = $value_obj->Description;

Not tested but should be close.

>
> Best regards
>
> Marouane HIMDI
> Ing?nieur R&D
> (Keys : monitoring, functionnal&load-Testing, request-tracketing, ... )
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From bart at pleh.info  Thu Dec  8 05:09:16 2011
From: bart at pleh.info (Bart)
Date: Thu, 8 Dec 2011 11:09:16 +0100
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAB2d3raFwQ3UVKv_KrYnkh+-FRSGdRPkm-XYLtnsMkYtxMck5Q@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
	<CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
	<CAMOxC8veDDXObR17cZjtrtQzX=v07CLW3HURhUQg2uzCY1FP8g@mail.gmail.com>
	<CAB2d3raFwQ3UVKv_KrYnkh+-FRSGdRPkm-XYLtnsMkYtxMck5Q@mail.gmail.com>
Message-ID: <CAB2d3rYTD4GyrNODZ=cVCYn+k_0uB8KTVN+6gCOvBBnz2Z0bGA@mail.gmail.com>

Looking into this atm, might be a more "clean" way of doing this:

http://requesttracker.wikia.com/wiki/WriteCustomAction

-- Bart


Op 8 december 2011 11:01 schreef Bart <bart at pleh.info> het volgende:

> I find the rt-crontool to be a bit confusing. I can search with it, set a
> CF based on search results etc.
>
> But the trick would be to do something like CF-'some cf'="Old CF Value" +
> 5.
>
> Can the rt-crontool launch an internal RT scrip (e.g. a global scrip or
> something like that) as action instead of the actions that I come across at
> the examples?
>
> -- Bart
>
>
> Op 8 december 2011 10:50 schreef Ruslan Zakirov <ruz at bestpractical.com>het volgende:
>
> On Thu, Dec 8, 2011 at 10:34, Bart <bart at pleh.info> wrote:
>> > Any suggestions on how to achieve the above without writing stuff in the
>> > ticket history?
>>
>> With a silent flag that only available through API. rt-crontool +
>> custom scrip action is your friend.
>>
>> --
>> Best regards, Ruslan.
>>
>
>
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From ruz at bestpractical.com  Thu Dec  8 05:17:33 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 14:17:33 +0400
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAB2d3raFwQ3UVKv_KrYnkh+-FRSGdRPkm-XYLtnsMkYtxMck5Q@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
	<CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
	<CAMOxC8veDDXObR17cZjtrtQzX=v07CLW3HURhUQg2uzCY1FP8g@mail.gmail.com>
	<CAB2d3raFwQ3UVKv_KrYnkh+-FRSGdRPkm-XYLtnsMkYtxMck5Q@mail.gmail.com>
Message-ID: <CAMOxC8t+La5Eh8w0-Q6xDLCJ_X+j72VPUy87uOSuY04gofENkw@mail.gmail.com>

On Thu, Dec 8, 2011 at 14:01, Bart <bart at pleh.info> wrote:
> Can the rt-crontool launch an internal RT scrip (e.g. a global scrip or
> something like that) as action instead of the actions that I come across at
> the examples?

It's exactly what it does - replays custom condition, scrip and
template combination on every ticket returned by a custom search.

You need RT::Action::IncreaseCustomField module and there do something like:

my ($status, $msg) = $ticket->AddCustomFieldValue(
    Field => "CF",
    Value => $ticket->FirstCustomFieldValue("CF") + 5,
);


-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Dec  8 05:34:23 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 14:34:23 +0400
Subject: [rt-users] Clock and TitleBox widgets
In-Reply-To: <4ad9a51296d75983a40f4ba1a1f2ecbe.squirrel@mail.seiner.com>
References: <4ad9a51296d75983a40f4ba1a1f2ecbe.squirrel@mail.seiner.com>
Message-ID: <CAMOxC8s4pO3J_ksEbPKw8sArKjfEx13Zedu0g5=-Nkp1PVPndA@mail.gmail.com>

On Mon, Dec 5, 2011 at 10:52 PM, Yan Seiner <yan at seiner.com> wrote:
> Has anyone implemented TitleBox and Clock (and maybe other) widgets that
> can be used on dashboards?
>
> We rolled out our status board which shows the status of current jobs.
> The status board is a browser kiosk (no window decorations or menubar).
> The two most asked questions: ?Where is the clock? ?and Can we get sports
> info on it? ?:-)
>
> A clock would be good.


Dashboard can have a portlet.
http://requesttracker.wikia.com/wiki/WritingPortlets

>
>
> --
> Pain is temporary. It may last a minute, or an hour, or a day, or a year,
> but eventually it will subside and something else will take its place. If
> I quit, however, it lasts forever.
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Dec  8 05:38:09 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 14:38:09 +0400
Subject: [rt-users] add 'tale' link to rt emails
In-Reply-To: <57635d44-fe50-4d02-99b5-81e55d5c6b24@li289-212>
References: <d421f2ce-7432-4740-9b87-d21f26c51b64@li289-212>
	<57635d44-fe50-4d02-99b5-81e55d5c6b24@li289-212>
Message-ID: <CAMOxC8vE-6_CCeM6Yi-ocETShE-5Wx+SvCj26Q6Yf2wWHofVHw@mail.gmail.com>

Hi,

Are you sure you modify correct template. For example you may be
changing global template named X while queue you test in also has
template named X.

On Mon, Dec 5, 2011 at 8:50 PM, Tim Dunphy <bluethundr at jokefire.com> wrote:
> hello list,
>
> ?I am attempting to have my rt instance include a link to 'take' the ticket in the emails sent out by the queue I just setup.
>
> ? In my template for the queue I have included this text:
>
>
> ?Please attend to this request.
>
> {RT->Config->Get('WebURL')}Ticket/Display.html?Action=Take&id={$Ticket->id}
>
> thank you
>
>
> But no link appears in the ticket:
>
>
> Greetings,
>
> This message has been automatically generated in response to the
> creation of a trouble ticket regarding:
> ? ? ? ?"take link 3rd try",
> a summary of which appears below.
>
> There is no need to reply to this message right now. ?Your ticket has been
> assigned an ID of [Operations #52].
>
> Please include the string:
>
> ? ? ? ? [Operations #52]
>
> in the subject line of all future correspondence about this issue. To do so,
> you may reply to this message.
>
> ? ? ? ? ? ? ? ? ? ? ? ?Thank you,
> ? ? ? ? ? ? ? ? ? ? ? ?ops at mm3.mlbam.com
>
> -------------------------------------------------------------------------
> Test 'take' link in RT
>
> Can someone please point out what I'm doing wrong and how to correct it?
>
>
> thanks!
> tim
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Dec  8 05:39:21 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 14:39:21 +0400
Subject: [rt-users] Problems sending with SendMail
In-Reply-To: <4EDCEBDA.4050706@cesca.cat>
References: <4EDCEBDA.4050706@cesca.cat>
Message-ID: <CAMOxC8tV0e1=nX54sEZ74DGmhWOnQJFw=kO00AzmR4vzyx1hsA@mail.gmail.com>

On Mon, Dec 5, 2011 at 8:05 PM, Daniel Garcia Mejia <dgarcia at cesca.cat> wrote:
> Set($SendmailPatch, "/usr/sbin/sendmail");

Typo. It should be Path, not Patch.


-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Dec  8 05:44:50 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 14:44:50 +0400
Subject: [rt-users] RT-Extension-LDAPImport Sizelimit exceeded
In-Reply-To: <CAGjtDtskzaGpWCK2p=K+hw5OyJNS+8SM7Y4EoCGNfnaV_TU-3Q@mail.gmail.com>
References: <CAGjtDtskzaGpWCK2p=K+hw5OyJNS+8SM7Y4EoCGNfnaV_TU-3Q@mail.gmail.com>
Message-ID: <CAMOxC8vQCqPmNJTO58C7qSXO9oO+oJQMDFYjaXt_cF7jkHMUCA@mail.gmail.com>

On Mon, Dec 5, 2011 at 5:28 PM, Givano <givano at gmail.com> wrote:
> Hi,
>
> have configured LDAP Import extension with RT 4.0.2 and getting following
> error message from script:
>
> [Mon Dec ?5 11:24:47 2011] [error]: LDAP search failed Sizelimit exceeded
> (/usr/local/share/request-tracker4/lib/RT/Extension/LDAPImport.pm:866)
>
> as much I understand this comes because domain controller limits the query
> by max. 1000 entries, in my case the query returns over 5000 entries.
>
> I've googled about that issue and people recommending use of simple paging
> in the script. As much I understood from looking
> over?/usr/local/share/request-tracker4/lib/RT/Extension/LDAPImport.pm this
> paging feature is not implemented at the moment.
>
> Any of you had similiar issue and have some solution (patch) for it beside
> changing this 1000 entries option on domain controller?


No patches:

https://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-LDAPImport

And I don't remember that anybody reported it. Patches are welcome. At
least report it via rt.cpan.org.

>
> Thanks in advance,
>
> Ivan
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From bart at pleh.info  Thu Dec  8 05:46:36 2011
From: bart at pleh.info (Bart)
Date: Thu, 8 Dec 2011 11:46:36 +0100
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAMOxC8t+La5Eh8w0-Q6xDLCJ_X+j72VPUy87uOSuY04gofENkw@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
	<CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
	<CAMOxC8veDDXObR17cZjtrtQzX=v07CLW3HURhUQg2uzCY1FP8g@mail.gmail.com>
	<CAB2d3raFwQ3UVKv_KrYnkh+-FRSGdRPkm-XYLtnsMkYtxMck5Q@mail.gmail.com>
	<CAMOxC8t+La5Eh8w0-Q6xDLCJ_X+j72VPUy87uOSuY04gofENkw@mail.gmail.com>
Message-ID: <CAB2d3rZwOjvC=68_dXLmvPVCo4wMJHO3qMifesJYQYmSYD36Yw@mail.gmail.com>

Damn, this really is kinda cool ^_^ (learn something new every day)

To recap what I did.

# Go to the place where all the actions are located

cd /opt/rt4/lib/RT/Action

# Copy EscalatePriority to TEST.pm, I needed an example ;)

cp EscalatePriority.pm TEST.pm

# Edit TEST.pm to look like this (full content)

=head1 NAME

  RT::Action::TEST

=head1 DESCRIPTION

Some test script, will increase the value of a CF by 5.

    CF = CF +  5
=cut


package RT::Action::TEST;
use base 'RT::Action';

use strict;

sub Describe  {
  my $self = shift;
  return (ref $self . " will increase the value of a CF by 5..");
}

sub Prepare  {
    my $self = shift;
    my $new_value = $self->TicketObj-> FirstCustomFieldValue( 'Teller New'
) + 5;
    $self->TicketObj->AddCustomFieldValue(Field => 'Teller New', Value =>
$new_value, RecordTransaction => 0 );
    return 1;
}

sub Commit {
    # ---- I'll see if I can add some error logging here ----
}

# ---- Is this one needed? ----
RT::Base->_ImportOverlays();

1;

# Then launch rt-crontool like this as a test for all new tickets: (it
should edit roughly 6000 tickets in my test environment)

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "status
= 'new'" --action RT::Action::TEST

The last bit takes a while to complete but I find that understandable (it's
a slow test server, it's swapping memory like crazy and CPU load is rather
high, production has more memory and more CPU's / stronger CPU's so it
shouldn't be much of a problem there ^_~)

One last question though, this custom action is only loaded when I
explicitly call for it? (I assume yes, but want to be sure if it)

Other then that this is allot "cleaner" then hacking the SQL database. (and
it's silent ^_^)

-- Bart


Op 8 december 2011 11:17 schreef Ruslan Zakirov <ruz at bestpractical.com> het
volgende:

> On Thu, Dec 8, 2011 at 14:01, Bart <bart at pleh.info> wrote:
> > Can the rt-crontool launch an internal RT scrip (e.g. a global scrip or
> > something like that) as action instead of the actions that I come across
> at
> > the examples?
>
> It's exactly what it does - replays custom condition, scrip and
> template combination on every ticket returned by a custom search.
>
> You need RT::Action::IncreaseCustomField module and there do something
> like:
>
> my ($status, $msg) = $ticket->AddCustomFieldValue(
>    Field => "CF",
>    Value => $ticket->FirstCustomFieldValue("CF") + 5,
> );
>
>
> --
> Best regards, Ruslan.
>
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From ruz at bestpractical.com  Thu Dec  8 05:53:49 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 14:53:49 +0400
Subject: [rt-users] Autocreate external users
In-Reply-To: <1e58c81d53b15353cfb9c13d82e7f461.squirrel@mail.seiner.com>
References: <1e58c81d53b15353cfb9c13d82e7f461.squirrel@mail.seiner.com>
Message-ID: <CAMOxC8tGe1CHciz0V10-mKRvy5nF_yVsSDktq6nzUd1A6RR53w@mail.gmail.com>

On Fri, Dec 2, 2011 at 10:49 PM, Yan Seiner <yan at seiner.com> wrote:
> I need to allow for the automatic creation of unprivileged users when we
> get emails from outside. ?Right now I create privileged users when they
> log in via LDAP:
>
> Set($AutoCreateNonExternalUsers, 1);
> Set($AutoCreate, {Privileged => 1});
>
> Now I need to create unprivileged users on emails from outside, mostly as
> reply to tickets...
>
> Seems like it used to work under 3.8 and I broke something moving to 4.0....
>
> Any suggestions?

AutoCreate is RT's option and works in RT even without EA plugin.

May be to achieve what you want you can map Privileged in attr_map
option to LDAP attribute that always has 1 as value. As well, set
AutoCreate to default. Never tried this.

> --
> Pain is temporary. It may last a minute, or an hour, or a day, or a year,
> but eventually it will subside and something else will take its place. If
> I quit, however, it lasts forever.
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Dec  8 06:27:33 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 15:27:33 +0400
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAB2d3rZwOjvC=68_dXLmvPVCo4wMJHO3qMifesJYQYmSYD36Yw@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
	<CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
	<CAMOxC8veDDXObR17cZjtrtQzX=v07CLW3HURhUQg2uzCY1FP8g@mail.gmail.com>
	<CAB2d3raFwQ3UVKv_KrYnkh+-FRSGdRPkm-XYLtnsMkYtxMck5Q@mail.gmail.com>
	<CAMOxC8t+La5Eh8w0-Q6xDLCJ_X+j72VPUy87uOSuY04gofENkw@mail.gmail.com>
	<CAB2d3rZwOjvC=68_dXLmvPVCo4wMJHO3qMifesJYQYmSYD36Yw@mail.gmail.com>
Message-ID: <CAMOxC8tjxkkWFkbtrcZWOZMxPx2UJPNhbEqGvwksSh7CBYW4Dw@mail.gmail.com>

On Thu, Dec 8, 2011 at 14:46, Bart <bart at pleh.info> wrote:
> One last question though, this custom action is only loaded when I
> explicitly call for it? (I assume yes, but want to be sure if it)

Yes. You can register it in database and use in scrips. You can also
use Argument value to control the action.

Check other actions for examples.

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Dec  8 06:28:41 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 15:28:41 +0400
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAB2d3rZwOjvC=68_dXLmvPVCo4wMJHO3qMifesJYQYmSYD36Yw@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
	<CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
	<CAMOxC8veDDXObR17cZjtrtQzX=v07CLW3HURhUQg2uzCY1FP8g@mail.gmail.com>
	<CAB2d3raFwQ3UVKv_KrYnkh+-FRSGdRPkm-XYLtnsMkYtxMck5Q@mail.gmail.com>
	<CAMOxC8t+La5Eh8w0-Q6xDLCJ_X+j72VPUy87uOSuY04gofENkw@mail.gmail.com>
	<CAB2d3rZwOjvC=68_dXLmvPVCo4wMJHO3qMifesJYQYmSYD36Yw@mail.gmail.com>
Message-ID: <CAMOxC8v7TU1A1zbYpb9nn-F6iHj7uqOh19vqWFZrThUtqq+-4A@mail.gmail.com>

On Thu, Dec 8, 2011 at 14:46, Bart <bart at pleh.info> wrote:
> sub Prepare ?{
> ? ? my $self = shift;
> ? ? my $new_value = $self->TicketObj-> FirstCustomFieldValue( 'Teller New' )
> + 5;
> ? ? $self->TicketObj->AddCustomFieldValue(Field => 'Teller New', Value =>
> $new_value,?RecordTransaction => 0 );
> ? ? return 1;
> }

You should move all this code into Commit. Don't change objects during prepare.

-- 
Best regards, Ruslan.


From bart at pleh.info  Thu Dec  8 06:31:59 2011
From: bart at pleh.info (Bart)
Date: Thu, 8 Dec 2011 12:31:59 +0100
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAMOxC8v7TU1A1zbYpb9nn-F6iHj7uqOh19vqWFZrThUtqq+-4A@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
	<CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
	<CAMOxC8veDDXObR17cZjtrtQzX=v07CLW3HURhUQg2uzCY1FP8g@mail.gmail.com>
	<CAB2d3raFwQ3UVKv_KrYnkh+-FRSGdRPkm-XYLtnsMkYtxMck5Q@mail.gmail.com>
	<CAMOxC8t+La5Eh8w0-Q6xDLCJ_X+j72VPUy87uOSuY04gofENkw@mail.gmail.com>
	<CAB2d3rZwOjvC=68_dXLmvPVCo4wMJHO3qMifesJYQYmSYD36Yw@mail.gmail.com>
	<CAMOxC8v7TU1A1zbYpb9nn-F6iHj7uqOh19vqWFZrThUtqq+-4A@mail.gmail.com>
Message-ID: <CAB2d3raD7ndwR2wJ2o-tkO0_+wNo8vHQJUX6=vF57Q-Zm1DeNQ@mail.gmail.com>

Ok,

Will do a little more adjusting, thanks for the help.

-- Bart


Op 8 december 2011 12:28 schreef Ruslan Zakirov <ruz at bestpractical.com> het
volgende:

> On Thu, Dec 8, 2011 at 14:46, Bart <bart at pleh.info> wrote:
> > sub Prepare  {
> >     my $self = shift;
> >     my $new_value = $self->TicketObj-> FirstCustomFieldValue( 'Teller
> New' )
> > + 5;
> >     $self->TicketObj->AddCustomFieldValue(Field => 'Teller New', Value =>
> > $new_value, RecordTransaction => 0 );
> >     return 1;
> > }
>
> You should move all this code into Commit. Don't change objects during
> prepare.
>
> --
> Best regards, Ruslan.
>
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From ruz at bestpractical.com  Thu Dec  8 06:40:04 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 15:40:04 +0400
Subject: [rt-users] Customize Quicksearch RT 4.0.4
In-Reply-To: <CANLQjM33ZzRhMi9Gj4f8ad3SHsVi2uw05zZ9PTx+gh4g8Z6b4g@mail.gmail.com>
References: <CANLQjM33ZzRhMi9Gj4f8ad3SHsVi2uw05zZ9PTx+gh4g8Z6b4g@mail.gmail.com>
Message-ID: <CAMOxC8vYCodbRgKPVks+3+pQ9+HgqspOXf3GbptMsG5yVN5=OQ@mail.gmail.com>

On Wed, Nov 30, 2011 at 5:14 PM, Sean McDaid <seanmcdaid2000 at gmail.com> wrote:
> Also where can the state of a status be defined, for example "cust_info"
> should be a Waiting state?

RT has only 3 states: initial, active and inactive. No waiting state,
stalled status that is in default lifecycle is still considered
active.

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Dec  8 06:51:28 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 15:51:28 +0400
Subject: [rt-users] 403 error on local mods
In-Reply-To: <177b7618105072d56903c21f329d7316.squirrel@mail.seiner.com>
References: <177b7618105072d56903c21f329d7316.squirrel@mail.seiner.com>
Message-ID: <CAMOxC8tro9qpnjc4V7EbKs7L3W2VvhRna5=CVho-weqtt-P5gg@mail.gmail.com>

On Wed, Nov 30, 2011 at 4:20 AM, Yan Seiner <yan at seiner.com> wrote:
> 29/Nov/2011:16:04:36 -0800] "GET /WSCNews/ HTTP/1.1" 403 26
>
> and that's it. ?I can change the file permissions on WSCNews to deny read
> access and I get the stock "Forbidden: You do not have permission" error
> message, but if I allow RT read permission I still get a 403 but a blank
> page. ?I've changed permissions on the

What files do you have in the directory. May be RT accidentally sends
403 instead of 404.

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Dec  8 06:54:41 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 15:54:41 +0400
Subject: [rt-users] Queue Notification Scrip question
In-Reply-To: <ECAF53276AC7D847AE81E3FB29CF8B2E03F739@chi-exmb1p.pvtb.local>
References: <ECAF53276AC7D847AE81E3FB29CF8B2E03F739@chi-exmb1p.pvtb.local>
Message-ID: <CAMOxC8uOAbZb7bSdy3uxz8iAsRN5YsDvUunFqYB_qnTRm18EQA@mail.gmail.com>

On Mon, Nov 21, 2011 at 11:54 PM, Todd French
<TFrench at theprivatebank.com> wrote:
> I?m trying to tidy up the notifications our users get on RT, currently we
> have in place a scrip that On Queue Change, Notify Admin CC?s.? What I?d
> like to do is tweak this so that it only sends the notification for tickets
> that change when the owner is nobody, as we also have set a notification
> when the owner changes.? This way we?re only broadcasting to all AdminCC?s
> when there?s something to go take ownership of, not something that is
> already owned.
>
>
>
> I?ve tried using a custom condition such as:
>
> return 1 unless $self->TicketObj->Owner != $RT::Nobody->id;
>
> but I was unsure on how to replicate the usual Notify AdminCC?s action.

You don't need to replicate Notify action. You need custom condition
and replicate On Queue Change condition what is really simple.

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Dec  8 07:14:39 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 16:14:39 +0400
Subject: [rt-users] Transaction custom field not showing in Incident
In-Reply-To: <20111114200219.GC1021@jibsheet.com>
References: <B3632D73-EAF3-4537-BF3B-5A8CBD2FFD0A@isac.sc.gov.>
	<20111114200219.GC1021@jibsheet.com>
Message-ID: <CAMOxC8vDz1Y3X-0X=fcFQaA0wMN7wZkUtzDjxPq50sWBcC4SEg@mail.gmail.com>

On Tue, Nov 15, 2011 at 12:02 AM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Mon, Nov 14, 2011 at 01:55:42PM -0500, Xin, Qiao wrote:
>> I created a Ticket transactions custom field named "Notification" and applied to the "Incidents" queue of RTIR.
>> However, it is not shown in the page when I try to "Reply" or "Comment" to ticket. I add "Modify custom field" and "
>> See custom fields" privileges to everyone and it is still not shown.
>>
>> To test, I applied the field to the queue "General" and the field is shown correctly on the "Reply" page. I searched
>> in the mailing list and somebody said RTIR queues are special. Is there anyway I can enable the transaction custom
>> field in "Incidents" queue?
>
> Unfortunately - the Reply page in RTIR predates Transaction Custom
> Fields and was never updated to include them.
>
> I thought there was a feature ticket open about this, but I can't find it.
>

This is implemented in RTIR 3.0.0rc1 that is also port of RTIR over RT4.


> -kevin
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * ?Barcelona, Spain ? November 28 & 29, 2011



-- 
Best regards, Ruslan.


From bart at pleh.info  Thu Dec  8 08:00:20 2011
From: bart at pleh.info (Bart)
Date: Thu, 8 Dec 2011 14:00:20 +0100
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAB2d3raD7ndwR2wJ2o-tkO0_+wNo8vHQJUX6=vF57Q-Zm1DeNQ@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
	<CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
	<CAMOxC8veDDXObR17cZjtrtQzX=v07CLW3HURhUQg2uzCY1FP8g@mail.gmail.com>
	<CAB2d3raFwQ3UVKv_KrYnkh+-FRSGdRPkm-XYLtnsMkYtxMck5Q@mail.gmail.com>
	<CAMOxC8t+La5Eh8w0-Q6xDLCJ_X+j72VPUy87uOSuY04gofENkw@mail.gmail.com>
	<CAB2d3rZwOjvC=68_dXLmvPVCo4wMJHO3qMifesJYQYmSYD36Yw@mail.gmail.com>
	<CAMOxC8v7TU1A1zbYpb9nn-F6iHj7uqOh19vqWFZrThUtqq+-4A@mail.gmail.com>
	<CAB2d3raD7ndwR2wJ2o-tkO0_+wNo8vHQJUX6=vF57Q-Zm1DeNQ@mail.gmail.com>
Message-ID: <CAB2d3rbEk=2oBU5y=DyX2jkqXH=xnDX7HjsTq=LccdaVP_wT0A@mail.gmail.com>

I think I've finished it, only have some issues with the $RT::Logger->error
thing. The scrip won't launch when I have that part enabled, when disabled
it runs just fine O_o

package RT::Action::TEST;
use base 'RT::Action';
use strict;
use warnings;

sub Prepare {
        return 1;
}

sub Commit {
        my $self = shift;
        my $tstatus = $self->TicketObj->Status;
        if ($tstatus eq 'new') { my ($val, $msg) =
$self->TicketObj->AddCustomFieldValue(Field => 'Teller New', Value =>
$self->TicketObj->FirstCustomFieldValue( 'Teller New' ) + 5,
RecordTransaction => 0 ); }
        if ($tstatus eq 'open') { my ($val, $msg) =
$self->TicketObj->AddCustomFieldValue(Field => 'Teller New', Value =>
$self->TicketObj->FirstCustomFieldValue( 'Teller New' ) + 5,
RecordTransaction => 0 ); }
        # --- Insert more if statements to match more ticket statusses. ---

        # --- the part below doesn't seem to work, no idea why. ---
        #unless ( $val ) {
        #       $RT::Logger->error("Coudln't change Custom Field: $msg");
        #       return 0;
        #}
        return 1;
}

1;

-- Bart


Op 8 december 2011 12:31 schreef Bart <bart at pleh.info> het volgende:

> Ok,
>
> Will do a little more adjusting, thanks for the help.
>
> -- Bart
>
>
> Op 8 december 2011 12:28 schreef Ruslan Zakirov <ruz at bestpractical.com>het volgende:
>
> On Thu, Dec 8, 2011 at 14:46, Bart <bart at pleh.info> wrote:
>> > sub Prepare  {
>> >     my $self = shift;
>> >     my $new_value = $self->TicketObj-> FirstCustomFieldValue( 'Teller
>> New' )
>> > + 5;
>> >     $self->TicketObj->AddCustomFieldValue(Field => 'Teller New', Value
>> =>
>> > $new_value, RecordTransaction => 0 );
>> >     return 1;
>> > }
>>
>> You should move all this code into Commit. Don't change objects during
>> prepare.
>>
>> --
>> Best regards, Ruslan.
>>
>
>
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From kae at midnighthax.com  Thu Dec  8 08:07:39 2011
From: kae at midnighthax.com (Keith Edmunds)
Date: Thu, 8 Dec 2011 13:07:39 +0000
Subject: [rt-users] Migrate, not upgrade, database
Message-ID: <20111208130739.34ebf853@kae.tiger-computing.wbp>

Hi List

We have an RT system that's been running for over six years, and during
that time it has been upgraded from time to time and is now running 3.8.8
with MySQL. We're about to upgrade to 4.0.2, but I want to try to fix some
issues we've been having.

Back in the olden days, customisations were made to RT by executing
Perl/SQL code. Since then, the UI has facilitated customisations to the
extent that we no longer need to use Perl/SQL to achieve the
customisations we want. However, I suspect something in the deep past has
caused some issues in our database - for example, if we create a new user,
even one with ALL privileges, they do not see a "take" link on tickets
on the homepage (they can open and take tickets without problem). There
are a couple of other oddities.

So what I'd like to do it create a virgin V4 database, and import just the
historical tickets (and maybe users, but without any customisations). A
few questions:

 - is that feasible?
 - which tables do I need to import?
 - do I need to massage any of them prior to import?
 - am I proposing something totally stupid?

I really appreciate any insight that others can offer.

Thank you.
Keith Edmunds
-- 
"You can have everything in life you want if you help enough other people
get what they want" - Zig Ziglar. 

Who did you help today?


From gerard at eve-team.com  Thu Dec  8 09:12:00 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Thu, 08 Dec 2011 15:12:00 +0100
Subject: [rt-users] CF Link values
In-Reply-To: <CAMOxC8t5M=r_XuCOtKOyBxTh5r7sTmZtQQL64Fpxz4vmdS3W8g@mail.gmail.com>
References: <4EDFAC38.1020208@eve-team.com>
	<CAMOxC8t5M=r_XuCOtKOyBxTh5r7sTmZtQQL64Fpxz4vmdS3W8g@mail.gmail.com>
Message-ID: <4EE0C5B0.2090105@eve-team.com>



On 2011-12-07 22:16, Ruslan Zakirov wrote:
> On Wed, Dec 7, 2011 at 10:11 PM, Gerard FENELON<gerard at eve-team.com>  wrote:
>> Hi
>>
>> I am using RT3.8.8
>>
>> I have a CF where the "Link value to" contains
>>
>> http://cvsweb/__CustomField__
>>
>> RT generates a link but if I click on the link I get a 404 error using
>> Firefox.
>> I am pretty sure that I saw this work when I first set it up with RT 3.6
>>
>> If I look at the generated source of the page, I see
>>
>> <td class="value">
>> <a href="http://cvsweb/aaaa%2Fbbbb%2Fcccc%2Fdddd" target="_new">
>> aaaa/bbbb/cccc/dddd</a>
>> </td>
>>
>> The code is in share/html/Elements/ShowCustomFields
>>
>>     my $linked = $value->LinkValueTo;
>>      if ( defined $linked&&  length $linked ) {
>>          my $linked = $m->interp->apply_escapes( $linked, 'h' );
>>          $m->out('<a href="'. $linked .'" target="_new">');
>>      }
>>
>> The code for RT3.6.10 shows
>>      my $linked = $cf->LinkValueTo;
>>      if ( $linked ) {
>>          $m->out('<a href="'. $value->LinkValueTo .'" target="_new">');
>>      }
>>
>> How can I tell Mason not to escape '/' and still escape the rest ?
>
> Escaping you have problem with is not happening here. Take a look into
> lib/RT/ObjectCustomFieldValue.pm, method _FillInTemplateURL.

Thanks Ruslan

is it safe to change
     CustomField => { value => sub { $_[0]->Content }, escape => 1 },
to
     CustomField => { value => sub { $_[0]->Content } },
in _FillInTemplateURL ?

Or should I change
     $$ref =~ s/([^a-zA-Z0-9_.!~*'()-])/uc sprintf("%%%02X", ord($1))/eg;
to
     $$ref =~ s/([^a-zA-Z0-9_.!~*'()\/-])/uc sprintf("%%%02X", ord($1))/eg;
in RT::Interface::Web::EscapeURI ?

Gerard



From ruz at bestpractical.com  Thu Dec  8 09:44:07 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 18:44:07 +0400
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAB2d3rbEk=2oBU5y=DyX2jkqXH=xnDX7HjsTq=LccdaVP_wT0A@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
	<CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
	<CAMOxC8veDDXObR17cZjtrtQzX=v07CLW3HURhUQg2uzCY1FP8g@mail.gmail.com>
	<CAB2d3raFwQ3UVKv_KrYnkh+-FRSGdRPkm-XYLtnsMkYtxMck5Q@mail.gmail.com>
	<CAMOxC8t+La5Eh8w0-Q6xDLCJ_X+j72VPUy87uOSuY04gofENkw@mail.gmail.com>
	<CAB2d3rZwOjvC=68_dXLmvPVCo4wMJHO3qMifesJYQYmSYD36Yw@mail.gmail.com>
	<CAMOxC8v7TU1A1zbYpb9nn-F6iHj7uqOh19vqWFZrThUtqq+-4A@mail.gmail.com>
	<CAB2d3raD7ndwR2wJ2o-tkO0_+wNo8vHQJUX6=vF57Q-Zm1DeNQ@mail.gmail.com>
	<CAB2d3rbEk=2oBU5y=DyX2jkqXH=xnDX7HjsTq=LccdaVP_wT0A@mail.gmail.com>
Message-ID: <CAMOxC8uhyCwcvbBcZ+aWGR7grqhfzLykg0yvQqO_-NdZ+GNSrw@mail.gmail.com>

On Thu, Dec 8, 2011 at 17:00, Bart <bart at pleh.info> wrote:
> I think I've finished it, only have some issues with the $RT::Logger->error
> thing. The scrip won't launch when I have that part enabled, when disabled
> it runs just fine O_o

$val is inside if {} block and lexically scoped, so it's not available outside.

Use my ($val, $msg); if { ($val, $msg) = ... }

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Dec  8 09:48:46 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 18:48:46 +0400
Subject: [rt-users] CF Link values
In-Reply-To: <4EE0C5B0.2090105@eve-team.com>
References: <4EDFAC38.1020208@eve-team.com>
	<CAMOxC8t5M=r_XuCOtKOyBxTh5r7sTmZtQQL64Fpxz4vmdS3W8g@mail.gmail.com>
	<4EE0C5B0.2090105@eve-team.com>
Message-ID: <CAMOxC8tX6qcN+WCnPN7ScDm2aaK1Lf4Po=mmV5PAyvmRs8KCKg@mail.gmail.com>

On Thu, Dec 8, 2011 at 18:12, Gerard FENELON <gerard at eve-team.com> wrote:
> is it safe to change
> ? ?CustomField => { value => sub { $_[0]->Content }, escape => 1 },
> to
> ? ?CustomField => { value => sub { $_[0]->Content } },
> in _FillInTemplateURL ?

Only if you know what you're doing.

> Or should I change
> ? ?$ref =~ s/([^a-zA-Z0-9_.!~*'()-])/uc sprintf("%%%02X", ord($1))/eg;
> to
> ? ?$ref =~ s/([^a-zA-Z0-9_.!~*'()\/-])/uc sprintf("%%%02X", ord($1))/eg;
> in RT::Interface::Web::EscapeURI ?

No, you shouldn't.


-- 
Best regards, Ruslan.


From Horst.Kriegers at loro.ch  Thu Dec  8 09:48:49 2011
From: Horst.Kriegers at loro.ch (Kriegers Horst)
Date: Thu, 8 Dec 2011 14:48:49 +0000
Subject: [rt-users] Register Bcc as AdminCc user
In-Reply-To: <CAMOxC8ux=NYqGVRqmkDWU=kgH5VQPpB7_K+rs-oCMOf_spkOMg@mail.gmail.com>
References: <49BFBF371580BE4A921A738E1E1C95C510C1A59D@PSDAG01.office.loro.swiss>
	<CAMOxC8ux=NYqGVRqmkDWU=kgH5VQPpB7_K+rs-oCMOf_spkOMg@mail.gmail.com>
Message-ID: <49BFBF371580BE4A921A738E1E1C95C510C1B6F7@PSDAG01.office.loro.swiss>

Russlan,

Thank you for your reply.

I have two problems.
First, I do not understand the code in the Notify.pm, I'm not a perl dev. : (
Second, I'm not sure I was clear in my question, sorry ...
        My wish is to register as a user AdminCc which was declared as Bcc when creating a new ticket by email. I do not know if it's possible.


Horst



> -----Message d'origine-----
> De : ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] De la part
> de Ruslan Zakirov
> Envoy? : jeudi, 8. d?cembre 2011 09:26
> ? : Kriegers Horst
> Cc : ML - rt-users
> Objet : Re: [rt-users] Register Bcc as AdminCc user
>
> On Thu, Dec 8, 2011 at 11:43, Kriegers Horst <Horst.Kriegers at loro.ch> wrote:
> > Hello all,
> >
> >
> >
> > After 2 days of searching I don?t find any solution and now I need
> > your help.
> >
> >
> >
> > I wich to automatically register Bcc user as AdminCc on ticket.
> >
> > Is there a configuration or a scrip to do this ?
>
> If you mean one time recipient Bcc input then it's saved in headers.
> Grep for OtherRecipients in lib/RT/Action/Notify.pm to see how get
> addresses in your custom scrip.
>
> >
> >
> >
> >
> >
> > A great thanks for your help.
> >
> > Horst
> >
> >
> >
> >
> >
> >
> >
> >
> >
> >
> > ________________________________
> > Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la
> > personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le
> > destinataire pr?vu, veuillez nous en informer au plus vite et d?truire
> > le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier
> > ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.
> >
> > ________________________________
> > Important Notice: The content of this e-mail is intended only and
> > solely for the use of the named recipient or organization. If you are
> > not the named recipient, please inform us immediately and delete the
> > present e-mail. In this case, you are not allowed to copy, distribute
> > or use this e-mail in any way.
> >
> > ________________________________
> >
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston ? March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.

________________________________
Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

________________________________
Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.

________________________________

From ruz at bestpractical.com  Thu Dec  8 10:10:56 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 19:10:56 +0400
Subject: [rt-users] Register Bcc as AdminCc user
In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C510C1B6F7@PSDAG01.office.loro.swiss>
References: <49BFBF371580BE4A921A738E1E1C95C510C1A59D@PSDAG01.office.loro.swiss>
	<CAMOxC8ux=NYqGVRqmkDWU=kgH5VQPpB7_K+rs-oCMOf_spkOMg@mail.gmail.com>
	<49BFBF371580BE4A921A738E1E1C95C510C1B6F7@PSDAG01.office.loro.swiss>
Message-ID: <CAMOxC8s2aKPPAJC0dEm-RTCXKM=yM1r2XMQ2oUZjb9PXv3sB-Q@mail.gmail.com>

On Thu, Dec 8, 2011 at 18:48, Kriegers Horst <Horst.Kriegers at loro.ch> wrote:
> Russlan,
>
> Thank you for your reply.
>
> I have two problems.
> First, I do not understand the code in the Notify.pm, I'm not a perl dev. : (
> Second, I'm not sure I was clear in my question, sorry ...
> ? ? ? ?My wish is to register as a user AdminCc which was declared as Bcc when creating a new ticket by email. I do not know if it's possible.

it's not. Incoming mail has no Bcc field, MTA deleted it during processing.

>
>
> Horst

-- 
Best regards, Ruslan.


From huston at astro.princeton.edu  Thu Dec  8 10:12:41 2011
From: huston at astro.princeton.edu (Steve Huston)
Date: Thu, 08 Dec 2011 10:12:41 -0500
Subject: [rt-users] Auto-reply contains FAQ search results
Message-ID: <4EE0D3E9.8080201@astro.princeton.edu>

I've looked through the wiki and mailing list and didn't find mention of
something like this.  My auto-reply has a line to direct users to our
FAQ (not RTFM, it predated RTFM and I've found no compelling reason to
port it all now).  However, as one might guess, people still do not go
search for their problem there and will happily wait for the rest of the
weekend to pass before getting a quick response which occasionally
directs them to one of the entries they would have found searching for
the exact subject they used in their email.

I've seen some systems where when you send a message to a support
address, you get back a list of possible FAQ entries based on a search
of some keywords in your email or subject line.  I wonder if something
like that could be done in a scrip?  I realize it might require a bit
more than some simple scripting, but something that can pass some
keywords to a search function and return some links that might be
relevant could be quite useful - at the very least, there's that slim
chance that seeing an article that mentions a user's exact problem will
prompt them to click the link when they can't be bothered to type it in
a search box, being an extra step and all...

-- 
Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences
  Princeton University  |    ICBM Address: 40.346525   -74.651285
    206 Peyton Hall     |"On my ship, the Rocinante, wheeling through
  Princeton, NJ   08544 | the galaxies; headed for the heart of Cygnus,
    (267) 793-0852      | headlong into mystery."  -Rush, 'Cygnus X-1'


From bart at pleh.info  Thu Dec  8 10:22:02 2011
From: bart at pleh.info (Bart)
Date: Thu, 8 Dec 2011 16:22:02 +0100
Subject: [rt-users] RT tool & RecordTransaction => 0
In-Reply-To: <CAMOxC8uhyCwcvbBcZ+aWGR7grqhfzLykg0yvQqO_-NdZ+GNSrw@mail.gmail.com>
References: <CAB2d3rYP1NoZ7uCX9bYhAXHOrUVcBURUcej8ceXsrmf14OjW_w@mail.gmail.com>
	<CAMOxC8u1_Q3OsyNW353_41PHb0_jXrc3O4+ff8vjYM_5EK8Kxg@mail.gmail.com>
	<CAB2d3rY-54gk3jKFYKnQVVHdPzXZeAo4iECdgZ29WUeHJLzKLA@mail.gmail.com>
	<CAMOxC8veDDXObR17cZjtrtQzX=v07CLW3HURhUQg2uzCY1FP8g@mail.gmail.com>
	<CAB2d3raFwQ3UVKv_KrYnkh+-FRSGdRPkm-XYLtnsMkYtxMck5Q@mail.gmail.com>
	<CAMOxC8t+La5Eh8w0-Q6xDLCJ_X+j72VPUy87uOSuY04gofENkw@mail.gmail.com>
	<CAB2d3rZwOjvC=68_dXLmvPVCo4wMJHO3qMifesJYQYmSYD36Yw@mail.gmail.com>
	<CAMOxC8v7TU1A1zbYpb9nn-F6iHj7uqOh19vqWFZrThUtqq+-4A@mail.gmail.com>
	<CAB2d3raD7ndwR2wJ2o-tkO0_+wNo8vHQJUX6=vF57Q-Zm1DeNQ@mail.gmail.com>
	<CAB2d3rbEk=2oBU5y=DyX2jkqXH=xnDX7HjsTq=LccdaVP_wT0A@mail.gmail.com>
	<CAMOxC8uhyCwcvbBcZ+aWGR7grqhfzLykg0yvQqO_-NdZ+GNSrw@mail.gmail.com>
Message-ID: <CAB2d3rZ=Gg8vnJjk+FDHnurRP7FfKRb+dZNm1PnqhSemfQQstA@mail.gmail.com>

So this if statement would be more accurate: (to have the ability to have a
little more specific error log message)

        if ($tstatus eq 'new') {
                my ($status, $msg) =
$self->TicketObj->AddCustomFieldValue(Field => 'aantal_minuten_new', Value
=> $self->TicketObj->FirstCustomFieldValue( 'aantal_minuten_new' ) + 5,
RecordTransaction => 0 );
                unless ( $status ) {
                        $RT::Logger->error("Coudln't change Custom Field:
". $msg);
                        return 0;
                }
        }

(test run seems to work this way)

-- Bart


Op 8 december 2011 15:44 schreef Ruslan Zakirov <ruz at bestpractical.com> het
volgende:

> On Thu, Dec 8, 2011 at 17:00, Bart <bart at pleh.info> wrote:
> > I think I've finished it, only have some issues with the
> $RT::Logger->error
> > thing. The scrip won't launch when I have that part enabled, when
> disabled
> > it runs just fine O_o
>
> $val is inside if {} block and lexically scoped, so it's not available
> outside.
>
> Use my ($val, $msg); if { ($val, $msg) = ... }
>
> --
> Best regards, Ruslan.
>
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From ruz at bestpractical.com  Thu Dec  8 10:42:30 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2011 19:42:30 +0400
Subject: [rt-users] Auto-reply contains FAQ search results
In-Reply-To: <4EE0D3E9.8080201@astro.princeton.edu>
References: <4EE0D3E9.8080201@astro.princeton.edu>
Message-ID: <CAMOxC8sOR3nKoCcXGmQ29pi_epUa7W_=rbr1mdUQ10yH-cJ+WA@mail.gmail.com>

On Thu, Dec 8, 2011 at 19:12, Steve Huston <huston at astro.princeton.edu> wrote:
> I've looked through the wiki and mailing list and didn't find mention of
> something like this. ?My auto-reply has a line to direct users to our
> FAQ (not RTFM, it predated RTFM and I've found no compelling reason to
> port it all now). ?However, as one might guess, people still do not go
> search for their problem there and will happily wait for the rest of the
> weekend to pass before getting a quick response which occasionally
> directs them to one of the entries they would have found searching for
> the exact subject they used in their email.
>
> I've seen some systems where when you send a message to a support
> address, you get back a list of possible FAQ entries based on a search
> of some keywords in your email or subject line. ?I wonder if something
> like that could be done in a scrip? ?I realize it might require a bit
> more than some simple scripting, but something that can pass some
> keywords to a search function and return some links that might be
> relevant could be quite useful - at the very least, there's that slim
> chance that seeing an article that mentions a user's exact problem will
> prompt them to click the link when they can't be bothered to type it in
> a search box, being an extra step and all...

Use Web::Scraper [1].

http://search.cpan.org/~miyagawa/Web-Scraper-0.36/lib/Web/Scraper.pm

Implementation depends on how FAQ is organized and if it's searchable or not.

> --
> Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences
> ?Princeton University ?| ? ?ICBM Address: 40.346525 ? -74.651285
> ? ?206 Peyton Hall ? ? |"On my ship, the Rocinante, wheeling through
> ?Princeton, NJ ? 08544 | the galaxies; headed for the heart of Cygnus,
> ? ?(267) 793-0852 ? ? ?| headlong into mystery." ?-Rush, 'Cygnus X-1'
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From bart at pleh.info  Thu Dec  8 10:45:40 2011
From: bart at pleh.info (Bart)
Date: Thu, 8 Dec 2011 16:45:40 +0100
Subject: [rt-users] The RT Wiki - Restructure (start using categories?)
In-Reply-To: <CAMOxC8v-wAB8v7Tf-iWEokfA7hqkj=gdLhCdo-0Gg_D_VOuTNQ@mail.gmail.com>
References: <CAMOxC8v=EzYqhtPcLqgyE=M_dqMkTpVnpoy_tFDSZ_c5saqz1A@mail.gmail.com>
	<4158024.736.1322577674922.JavaMail.root@benjamin.baylink.com>
	<CAB2d3rbe2wY-K08=wrotF03P1kFMGKFfnPqnneGmmU0as_Em3A@mail.gmail.com>
	<CAB2d3raKg39ni-3G3H-R0EwteLtgSep+DjaaLk87MLhhwBP5xg@mail.gmail.com>
	<CAMOxC8ui+PDuYDRgAoH7xzUhSu5QkQ-QSJ3mE=CSpB93Fn1oyQ@mail.gmail.com>
	<CAB2d3rbz-=W8KWknquVz4N0nR6XSh30WXbqLQwYK20hHqfOXVQ@mail.gmail.com>
	<CAMOxC8v-wAB8v7Tf-iWEokfA7hqkj=gdLhCdo-0Gg_D_VOuTNQ@mail.gmail.com>
Message-ID: <CAB2d3ramEMQcn-rd8Xxy7DjdFowJFWePqpurTjsLk4kdRq90bw@mail.gmail.com>

Hi,

So far it's been a busy week for me O_o (lots of small things to-do)

I'll make a wiki page which will represent [the|a] "new" front page and
start creating a structure, or somewhat a structure, on it so that everyone
can help work on it + so we have a starting point.

The page should be done tomorrow (day off ^_^).

-- Bart


Op 1 december 2011 15:40 schreef Ruslan Zakirov <ruz at bestpractical.com> het
volgende:

> Hi,
>
> People already started work on installation guides.
>
> A few templates:
> http://requesttracker.wikia.com/wiki/Special:UncategorizedTemplates
>
> Every installation guide on the wiki should use:
> http://requesttracker.wikia.com/wiki/Template:UnofficialInstallGuide
>
> All pages that use this template:
>
> http://requesttracker.wikia.com/index.php?title=Special:WhatLinksHere/Template:UnofficialInstallGuide&limit=500
>
> Most are marked with UnofficialInstallGuide:
> http://requesttracker.wikia.com/wiki/Category:UnofficialInstallGuide
>
>
>
> --
> Best regards, Ruslan.
>
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From theitsmith at gmail.com  Thu Dec  8 13:28:40 2011
From: theitsmith at gmail.com (Thomas Smith)
Date: Thu, 8 Dec 2011 11:28:40 -0700
Subject: [rt-users] Full text search
Message-ID: <CAJAGX7GoGyHLCGwSdfvc=tn=UYEUbPk_==1dCB57_6+ZU3zfzA@mail.gmail.com>

Hi,

In RT 3.x, one could do a full text "simple search" by entering
"fulltext:<search string>". I tried this in RT 4 but it doesn't work.

Is there a way to do a full text search in RT 4?

~ Tom
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From trs at bestpractical.com  Thu Dec  8 13:31:14 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 08 Dec 2011 13:31:14 -0500
Subject: [rt-users] Full text search
In-Reply-To: <CAJAGX7GoGyHLCGwSdfvc=tn=UYEUbPk_==1dCB57_6+ZU3zfzA@mail.gmail.com>
References: <CAJAGX7GoGyHLCGwSdfvc=tn=UYEUbPk_==1dCB57_6+ZU3zfzA@mail.gmail.com>
Message-ID: <4EE10272.4050900@bestpractical.com>

On 12/08/2011 01:28 PM, Thomas Smith wrote:
> Hi,
> 
> In RT 3.x, one could do a full text "simple search" by entering
> "fulltext:<search string>". I tried this in RT 4 but it doesn't work.
> 
> Is there a way to do a full text search in RT 4?

That syntax is still supported but by default non-indexed FTS isn't
enabled.  You can either enable it in your config, or, more usefully,
setup RT 4's indexed FTS support.

http://blog.bestpractical.com/2011/06/full-text-searching.html

Thomas


From falcone at bestpractical.com  Thu Dec  8 13:48:04 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 8 Dec 2011 13:48:04 -0500
Subject: [rt-users] RTx::Calendar in rt4
In-Reply-To: <20111129161858.GA2887@easter-eggs.com>
References: <CABoWt8THYw3rQQ+3mVemN-dMpYgV9K69kTyJ=h59XQK+U6fB2Q@mail.gmail.com>
	<20111129161858.GA2887@easter-eggs.com>
Message-ID: <20111208184804.GD9885@jibsheet.com>

On Tue, Nov 29, 2011 at 05:18:59PM +0100, Emmanuel Lacour wrote:
> On Tue, Nov 29, 2011 at 11:08:03AM -0500, Joe Harris wrote:
> > Has anyone ported the Calendar plugin to rt4?  I installed it in the
> > new version (4.0.4).  It shows on the home screen, but there is not a
> > link to the full calendar on the home screen as it was in 3.8.7.  I
> > did some research and found that the error we get when clicking on:
> > could not find component for path '/Ticket/Elements/Tabs'
> > is related to the difference between the new interface in rt4 and the
> > old one.  I found some discussions on the list about other plugins
> > relating to Default vs. Privileged in the Tabs directories, but have
> > yet to get my head around the exact way to fix it.  I am sure it is
> > something pretty simple, but need a little direction.
> > 
> > If anyone has already done this and would like to share, it would be
> > appreciated, if not, any input will be very helpful.
> > 
> 
> You can just grab the last one from git which fixes this tabs problem:
> 
> https://github.com/bestpractical/rtx-calendar

Release 0.08_01 is also on its way to cpan, so test feedback on that
would be helpful so that a stable 0.09 can be released.

-kevin
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From falcone at bestpractical.com  Thu Dec  8 13:50:09 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 8 Dec 2011 13:50:09 -0500
Subject: [rt-users] CLI Scripting Question
In-Reply-To: <AC5D0502DFE96948924DAD837EA8CFD30102535E37F7@JETMX003.int.cancom.de>
References: <9900C7068FE87C43AC0718D719CD0CFB0137AF335496@JETMX003.int.cancom.de>
	<CAB2d3rZLCLa+M7LPjn3HkjHPpoGFagq4jP11JU=LELEXwHZxcA@mail.gmail.com>
	<CAMOxC8shBtvFfVYY7xAOTCDG8=XgZgPd2TaZitMk6V_qDM_G2g@mail.gmail.com>
	<AC5D0502DFE96948924DAD837EA8CFD30102535E37F7@JETMX003.int.cancom.de>
Message-ID: <20111208185009.GE9885@jibsheet.com>

On Wed, Nov 30, 2011 at 09:28:53AM +0100, Nehmer Torben wrote:
> Hi,
> 
> > It wouldn't work. Most times it's easier to use
> > $tickets->FromSQL("Queue = 'x' AND (Status ...)") instead of Limit*
> > calls. LIKE adding % around arguments is historical thing. Use
> > MATCHES.
> 
> Using OPERATOR => 'MATCHES' produces an error:
> 
> [Wed Nov 30 08:15:28 2011] [error]: RestrictionsToClauses: Invalid operator MATCHES for Subject (STRING) at /usr/share/request-tracker4/lib/RT/Tickets.pm line 3363. (/usr/share/request-tracker4/lib/RT/Tickets.pm:3416)
> 
> MATCHES in FromSQL does effectively break the entire query, LIKE in FromSQL has the same bahvoir as LimitSubject.
> 
> Besides, I find it much more error prone to build SQL queries by hand.
> 
> So I am still where I started.
> 
> It can't be that hard to do a query the subject for a string on the beginning without patching the Perl SearchBuilder modules itself, can it?

You want OPERATOR => 'STARTSWITH', documented in DBIx::SearchBuilder
on the Limit method.

-kevin
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From vollmar at nf.mpg.de  Thu Dec  8 16:01:14 2011
From: vollmar at nf.mpg.de (Stefan Vollmar)
Date: Thu, 08 Dec 2011 22:01:14 +0100
Subject: [rt-users] How to set a language preference when creating a ticket
 with the rt CLI?
Message-ID: <4F9531C0-DBCE-41DB-918B-7AF40CBDE9FD@nf.mpg.de>

Hi,

we have created a simple web interface for our users - they can now easily create tickets and this works, in general, very well. We have provided some custom templates for our queues (in German) and they are being used by RT. However, we have not yet customized all templates and RT uses the English default templates for the cases where we do not have our own versions. The PHP script that manages the web interface creates tickets in this way:

$cmd = "$RTBIN create -t ticket set subject='$subject' set queue='$QUEUE' ...

Is there a "set language=..." parameter we could use (sorry, if I have overlooked this in the documentation wiki)?

Many help in advance.
Warm regards,
 Stefan
-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut f?r neurologische Forschung
Gleuelerstr. 50, 50931 K?ln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
Email: vollmar at nf.mpg.de   http://www.nf.mpg.de






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From ruz at bestpractical.com  Thu Dec  8 16:19:47 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 9 Dec 2011 01:19:47 +0400
Subject: [rt-users] How to set a language preference when creating a
 ticket with the rt CLI?
In-Reply-To: <4F9531C0-DBCE-41DB-918B-7AF40CBDE9FD@nf.mpg.de>
References: <4F9531C0-DBCE-41DB-918B-7AF40CBDE9FD@nf.mpg.de>
Message-ID: <CAMOxC8tfm-HxcW9MV2eKH2S6mKvXAjQgRkB+eqSoQmdhqQvY4A@mail.gmail.com>

On Fri, Dec 9, 2011 at 01:01, Stefan Vollmar <vollmar at nf.mpg.de> wrote:
> Hi,
>
> we have created a simple web interface for our users - they can now easily create tickets and this works, in general, very well. We have provided some custom templates for our queues (in German) and they are being used by RT. However, we have not yet customized all templates and RT uses the English default templates for the cases where we do not have our own versions. The PHP script that manages the web interface creates tickets in this way:
>
> $cmd = "$RTBIN create -t ticket set subject='$subject' set queue='$QUEUE' ...
>
> Is there a "set language=..." parameter we could use (sorry, if I have overlooked this in the documentation wiki)?


There is no such concept. Search for templates translation in archives
to understand why. In several words. A scrip may notify multiple
people with one mail and these people can talk in different languages.
Notification scrips are not capable to split recipients into multiple
groups by language and use different templates to notify them.

People often use multiple queues to provide support in different languages.

> Many help in advance.
> Warm regards,
> ?Stefan
> --
> Dr. Stefan Vollmar, Dipl.-Phys.
> Head of IT group
> Max-Planck-Institut f?r neurologische Forschung
> Gleuelerstr. 50, 50931 K?ln, Germany
> Tel.: +49-221-4726-213 ?FAX +49-221-4726-298
> Tel.: +49-221-478-5713 ?Mobile: 0160-93874279
> Email: vollmar at nf.mpg.de ? http://www.nf.mpg.de
>
>
>
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From davekm3t at gmail.com  Thu Dec  8 16:36:19 2011
From: davekm3t at gmail.com (Dave Pascoe)
Date: Thu, 8 Dec 2011 16:36:19 -0500
Subject: [rt-users] Full text search
In-Reply-To: <4EE10272.4050900@bestpractical.com>
References: <CAJAGX7GoGyHLCGwSdfvc=tn=UYEUbPk_==1dCB57_6+ZU3zfzA@mail.gmail.com>
	<4EE10272.4050900@bestpractical.com>
Message-ID: <CAH5r4X9dm-1Bia_SBPuQSor7H1mm6E7FoDB-uvwmk54hvTsA+g@mail.gmail.com>

I have had this configured in my RT 4.0.4 installation as follows:

Set(%FullTextSearch,
    Enable  => 1,
    Indexed => 0,
);

but the results when using fulltext:<search string> I don't get the
expected results.  Searching for things that ought to return dozens of hits
return maybe 2 or 3.

I will try to dig into it more but wonder if anyone else has seen this.

Dave


On Thu, Dec 8, 2011 at 1:31 PM, Thomas Sibley <trs at bestpractical.com> wrote:

> On 12/08/2011 01:28 PM, Thomas Smith wrote:
> > Hi,
> >
> > In RT 3.x, one could do a full text "simple search" by entering
> > "fulltext:<search string>". I tried this in RT 4 but it doesn't work.
> >
> > Is there a way to do a full text search in RT 4?
>
> That syntax is still supported but by default non-indexed FTS isn't
> enabled.  You can either enable it in your config, or, more usefully,
> setup RT 4's indexed FTS support.
>
> http://blog.bestpractical.com/2011/06/full-text-searching.html
>
> Thomas
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>
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From Izz.Abdullah at hibbett.com  Thu Dec  8 16:39:32 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Thu, 8 Dec 2011 15:39:32 -0600
Subject: [rt-users] Full text search
In-Reply-To: <CAH5r4X9dm-1Bia_SBPuQSor7H1mm6E7FoDB-uvwmk54hvTsA+g@mail.gmail.com>
References: <CAJAGX7GoGyHLCGwSdfvc=tn=UYEUbPk_==1dCB57_6+ZU3zfzA@mail.gmail.com><4EE10272.4050900@bestpractical.com>
	<CAH5r4X9dm-1Bia_SBPuQSor7H1mm6E7FoDB-uvwmk54hvTsA+g@mail.gmail.com>
Message-ID: <BAB510D4DA891440A7CE408F3C08635301C8596D0724@hsg-mail-001.corp01.hibbett.com>

This is the same configuration I have in my 4.0.2 installation.  Seems like to get full benefits from it I needed to restart MySQL and of course Apache.  Maybe this will help.  I've hardcoded the fulltext: directive into the simple search, and it works beautifully for us here.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave Pascoe
Sent: Thursday, December 08, 2011 3:36 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Full text search

I have had this configured in my RT 4.0.4 installation as follows:

Set(%FullTextSearch,
    Enable  => 1,
    Indexed => 0,
            );

but the results when using fulltext:<search string> I don't get the expected results.  Searching for things that ought to return dozens of hits return maybe 2 or 3.

I will try to dig into it more but wonder if anyone else has seen this.

Dave


On Thu, Dec 8, 2011 at 1:31 PM, Thomas Sibley <trs at bestpractical.com<mailto:trs at bestpractical.com>> wrote:
On 12/08/2011 01:28 PM, Thomas Smith wrote:
> Hi,
>
> In RT 3.x, one could do a full text "simple search" by entering
> "fulltext:<search string>". I tried this in RT 4 but it doesn't work.
>
> Is there a way to do a full text search in RT 4?
That syntax is still supported but by default non-indexed FTS isn't
enabled.  You can either enable it in your config, or, more usefully,
setup RT 4's indexed FTS support.

http://blog.bestpractical.com/2011/06/full-text-searching.html

Thomas
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

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From trs at bestpractical.com  Thu Dec  8 16:54:33 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 08 Dec 2011 16:54:33 -0500
Subject: [rt-users] Full text search
In-Reply-To: <CAH5r4X9dm-1Bia_SBPuQSor7H1mm6E7FoDB-uvwmk54hvTsA+g@mail.gmail.com>
References: <CAJAGX7GoGyHLCGwSdfvc=tn=UYEUbPk_==1dCB57_6+ZU3zfzA@mail.gmail.com>
	<4EE10272.4050900@bestpractical.com>
	<CAH5r4X9dm-1Bia_SBPuQSor7H1mm6E7FoDB-uvwmk54hvTsA+g@mail.gmail.com>
Message-ID: <4EE13219.9000702@bestpractical.com>

On 12/08/2011 04:36 PM, Dave Pascoe wrote:
> I have had this configured in my RT 4.0.4 installation as follows:
> 
> Set(%FullTextSearch,
>     Enable  => 1,
>     Indexed => 0,
> );
> 
> but the results when using fulltext:<search string> I don't get the
> expected results.  Searching for things that ought to return dozens of
> hits return maybe 2 or 3.

If your search string has spaces in it, are you quoting <search string>?
 Paste a real example so we can see.

Thomas


From trs at bestpractical.com  Thu Dec  8 16:55:11 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 08 Dec 2011 16:55:11 -0500
Subject: [rt-users] Full text search
In-Reply-To: <4EE13219.9000702@bestpractical.com>
References: <CAJAGX7GoGyHLCGwSdfvc=tn=UYEUbPk_==1dCB57_6+ZU3zfzA@mail.gmail.com>
	<4EE10272.4050900@bestpractical.com>
	<CAH5r4X9dm-1Bia_SBPuQSor7H1mm6E7FoDB-uvwmk54hvTsA+g@mail.gmail.com>
	<4EE13219.9000702@bestpractical.com>
Message-ID: <4EE1323F.1060204@bestpractical.com>

On 12/08/2011 04:54 PM, Thomas Sibley wrote:
> On 12/08/2011 04:36 PM, Dave Pascoe wrote:
>> I have had this configured in my RT 4.0.4 installation as follows:
>>
>> Set(%FullTextSearch,
>>     Enable  => 1,
>>     Indexed => 0,
>> );
>>
>> but the results when using fulltext:<search string> I don't get the
>> expected results.  Searching for things that ought to return dozens of
>> hits return maybe 2 or 3.

You can also look at the TicketSQL generated by clicking on the Advanced
tab after running your simple search.

Thomas


From rhayward at axispoint.com  Thu Dec  8 17:21:39 2011
From: rhayward at axispoint.com (Robert Hayward)
Date: Thu, 8 Dec 2011 17:21:39 -0500
Subject: [rt-users] RTFM
Message-ID: <0454AF22218B6142A82AE35DF58C521609C4EBED11@ap-exchg-nymb01.axispoint.com>

Where do I go to find this path? The content area of a RTFM article cannot be edited.

lib/RT/FM/Introduction.pod



Regards,

Robert Hayward
Systems Support Engineer | Axispoint, Inc.
350 Madison Avenue, 4th floor, New York, NY  10017
Office: 212-920-2692 | Mobile: 267-231-5541
Email: rhayward at axispoint.com<mailto:flast at axispoint.com> | Web: http://www.axispoint.com<http://www.axispoint.com/>

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From ruz at bestpractical.com  Thu Dec  8 18:18:38 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 9 Dec 2011 03:18:38 +0400
Subject: [rt-users] RTFM
In-Reply-To: <0454AF22218B6142A82AE35DF58C521609C4EBED11@ap-exchg-nymb01.axispoint.com>
References: <0454AF22218B6142A82AE35DF58C521609C4EBED11@ap-exchg-nymb01.axispoint.com>
Message-ID: <CAMOxC8t-nTYvR8NDY_C3kgSAQHsqp2jirFeXi8Xws9pBU8f7rg@mail.gmail.com>

On Fri, Dec 9, 2011 at 02:21, Robert Hayward <rhayward at axispoint.com> wrote:
> Where do I go to find this path? The content area of a RTFM article cannot
> be edited.
>
> lib/RT/FM/Introduction.pod

docs/customizing/articles_introduction.pod

>
> Regards,
> Robert Hayward

-- 
Best regards, Ruslan.


From rbackman at georgefox.edu  Thu Dec  8 19:41:43 2011
From: rbackman at georgefox.edu (Ryan Backman)
Date: Thu, 8 Dec 2011 16:41:43 -0800
Subject: [rt-users] ExternalAuth Installed but not working
Message-ID: <CAJ5h9+Frnk6ET6zw9YZcmZFw+=tSbSk7p8o5HEyBJZSNwn=9Zw@mail.gmail.com>

I'm having a bit of trouble getting ExternalAuth  to work.  I've scoured
the archives and the net and found many suggestions, but none have made any
changes.

- I've setup logging to go to a seperate file, but all I get is a Login
Failure message in this file when I try to login:

[Thu Dec  8 23:38:32 2011] [error]: FAILED LOGIN for rbackman from
xx.xx.xx.xx (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:424)

- I'm seeing correct values in the online configuration view inside RT
indicating that ExternalAuth is loaded as a Plugin and that
ExternalAuthPriority is My_LDAP.

- I can use the ldapsearch tool with the same variables on the same box
successfully

Any help is much appreciated.

Below is 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',
                'server'                    =>  'server.domain.edu',
                'user'                      =>  'CN=user,OU=admin...',
                'pass'                      =>  'pass',
                'base'                      =>  'dc=domain,...',
                'filter'                    =>
 '(&(objectClass=user)(memberOf=CN=Staff...)',
                'd_filter'                  =>  '(userAccountControl=514)',
                'tls'                       =>  0,
                'ssl_version'               =>  3,
                'net_ldap_args'             => [    version =>  3   ],
                'group'                     =>  'CN=All Users,...',
                'group_attr'                =>  'member',
                'attr_match_list'           => [        'Name',
                                                        'EmailAddress'
                                                ],
                'attr_map'                  =>  {       'Name' =>
'sAMAccountName',
                                                        'EmailAddress' =>
'mail',
                                                        'ExternalAuthId' =>
'sAMAccountName',
                                                        'Gecos' =>
'sAMAccountName'
                                                }
                }
    }
);

1;


=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
503.554.2576
=+=+=+=+=+=+=+=+=+
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From davekm3t at gmail.com  Thu Dec  8 21:09:13 2011
From: davekm3t at gmail.com (Dave Pascoe)
Date: Thu, 8 Dec 2011 21:09:13 -0500
Subject: [rt-users] Full text search
In-Reply-To: <4EE1323F.1060204@bestpractical.com>
References: <CAJAGX7GoGyHLCGwSdfvc=tn=UYEUbPk_==1dCB57_6+ZU3zfzA@mail.gmail.com>
	<4EE10272.4050900@bestpractical.com>
	<CAH5r4X9dm-1Bia_SBPuQSor7H1mm6E7FoDB-uvwmk54hvTsA+g@mail.gmail.com>
	<4EE13219.9000702@bestpractical.com>
	<4EE1323F.1060204@bestpractical.com>
Message-ID: <CAH5r4X-XH0dvcsViBsx14-+sNs6R-O+P91uTeV02f2F+8kSPbA@mail.gmail.com>

My bad.  I wasn't expecting that Status=resolved tickets were not going to
be searched.  Operator error.  I also learned that you can pass status into
SimpleSearch right from the search box.  Solves my needs.

Thanks for the responses.
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From Horst.Kriegers at loro.ch  Fri Dec  9 01:04:55 2011
From: Horst.Kriegers at loro.ch (Kriegers Horst)
Date: Fri, 9 Dec 2011 06:04:55 +0000
Subject: [rt-users] Register Bcc as AdminCc user
In-Reply-To: <CAMOxC8s2aKPPAJC0dEm-RTCXKM=yM1r2XMQ2oUZjb9PXv3sB-Q@mail.gmail.com>
References: <49BFBF371580BE4A921A738E1E1C95C510C1A59D@PSDAG01.office.loro.swiss>
	<CAMOxC8ux=NYqGVRqmkDWU=kgH5VQPpB7_K+rs-oCMOf_spkOMg@mail.gmail.com>
	<49BFBF371580BE4A921A738E1E1C95C510C1B6F7@PSDAG01.office.loro.swiss>
	<CAMOxC8s2aKPPAJC0dEm-RTCXKM=yM1r2XMQ2oUZjb9PXv3sB-Q@mail.gmail.com>
Message-ID: <49BFBF371580BE4A921A738E1E1C95C510C1B920@PSDAG01.office.loro.swiss>

> it's not. Incoming mail has no Bcc field, MTA deleted it during processing.

Thanks for your answer.

Regards,
Horst

> -----Message d'origine-----
> De : ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] De la part
> de Ruslan Zakirov
> Envoy? : jeudi, 8. d?cembre 2011 16:11
> ? : Kriegers Horst
> Cc : ML - rt-users
> Objet : Re: [rt-users] Register Bcc as AdminCc user
>
> On Thu, Dec 8, 2011 at 18:48, Kriegers Horst <Horst.Kriegers at loro.ch> wrote:
> > Russlan,
> >
> > Thank you for your reply.
> >
> > I have two problems.
> > First, I do not understand the code in the Notify.pm, I'm not a perl
> > dev. : ( Second, I'm not sure I was clear in my question, sorry ...
> >        My wish is to register as a user AdminCc which was declared as Bcc
> when creating a new ticket by email. I do not know if it's possible.
>
> it's not. Incoming mail has no Bcc field, MTA deleted it during processing.
>
> >
> >
> > Horst
>
> --
> Best regards, Ruslan.

________________________________
Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

________________________________
Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.

________________________________

From vollmar at nf.mpg.de  Fri Dec  9 05:02:52 2011
From: vollmar at nf.mpg.de (Stefan Vollmar)
Date: Fri, 09 Dec 2011 11:02:52 +0100
Subject: [rt-users] reply by mail re-opens case?
Message-ID: <D0808D2F-1004-4895-B386-DAE5353BF8F7@nf.mpg.de>

Hi,

quick question: I replied to a mail which had been sent via an RT queue. The corresponding case was closed but apparently re-opened when my reply arrived. Is this the expected behaviour? (I would not mind at all, we just wanted to make sure)

Best regards,
 Stefan
-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut f?r neurologische Forschung
Gleuelerstr. 50, 50931 K?ln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
Email: vollmar at nf.mpg.de   http://www.nf.mpg.de






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From backus at nlcom.nl  Fri Dec  9 05:14:23 2011
From: backus at nlcom.nl (Mayk Backus)
Date: Fri, 9 Dec 2011 11:14:23 +0100
Subject: [rt-users] Ipad app , give a ticket
In-Reply-To: <zarafa.4ed9eedd.7820.04a52fbe2e562641@localhost6.localdomain6>
References: <zarafa.4ed9eedd.7820.04a52fbe2e562641@localhost6.localdomain6>
Message-ID: <10AE640E-4D85-4CA6-9A5C-D12295E51D5F@nlcom.nl>

Hi,

Anyone any clue on this ?

Thanx

Regards

Mayk


On Dec 3, 2011, at 10:41 AM, Mayk Backus wrote:

> 
> Hi list,
> 
> Is there an option to give a ticket to someone from inside the ipad app ? It is possible to take a ticket , but i can't seem to find how i can assign (give) a ticket to someone.. Anyone any thoughts .
> 
> Thanx
> 
> Verstuurd vanaf mijn iPad
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
> 



From elacour at easter-eggs.com  Fri Dec  9 05:23:17 2011
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 9 Dec 2011 11:23:17 +0100
Subject: [rt-users] reply by mail re-opens case?
In-Reply-To: <D0808D2F-1004-4895-B386-DAE5353BF8F7@nf.mpg.de>
References: <D0808D2F-1004-4895-B386-DAE5353BF8F7@nf.mpg.de>
Message-ID: <20111209102317.GA11412@easter-eggs.com>

On Fri, Dec 09, 2011 at 11:02:52AM +0100, Stefan Vollmar wrote:
> Hi,
> 

Hi,

> quick question: I replied to a mail which had been sent via an RT
> queue. The corresponding case was closed but apparently re-opened when
> my reply arrived. Is this the expected behaviour? (I would not mind at
> all, we just wanted to make sure)
> 

this is the default behaviour that can be easily changed by removing the
global "scrip" "On correspond, open ticket with template blank".

(Configuration->Global->Scrips)




From cdx at kereval.com  Fri Dec  9 08:56:39 2011
From: cdx at kereval.com (Constant DAIX)
Date: Fri, 09 Dec 2011 14:56:39 +0100 (CET)
Subject: [rt-users]  Get value of a transaction custom field
In-Reply-To: <2f34939c-c903-413e-950f-5465a383946d@ouessant>
Message-ID: <69a5551b-97a1-4591-aa1d-e10ee11c5d23@ouessant>

Hi everybody,

Could someone tell me how to get the value of a transaction custom field ?

I tried a lot of functions but I can't get this value. I just can have the name and the description of this custom field, the content, subject, headers of the reply associated to the custom field.

Code used :

my $Value = 1;
my $Transactions = $self->TicketObj->Transactions;
my $TCustomFields = $Transactions->First->CustomFields;
while (my $TCustomField = $TCustomFields->Next()) 
{
     my $nam = $TCustomField->Name;
     if ($nam eq 'CFName') {

         $Value = $Transactions->First->FirstCustomFieldValue($nam);

     }
     else {
         $Value = 55;
     }
}

$RT::Logger->info( "Value is :" . $Value);

--> This always returns ' '.


Thanks for your help.

Regards,

Constant


From trs at bestpractical.com  Fri Dec  9 09:34:49 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 09 Dec 2011 09:34:49 -0500
Subject: [rt-users] Full text search
In-Reply-To: <CAH5r4X-XH0dvcsViBsx14-+sNs6R-O+P91uTeV02f2F+8kSPbA@mail.gmail.com>
References: <CAJAGX7GoGyHLCGwSdfvc=tn=UYEUbPk_==1dCB57_6+ZU3zfzA@mail.gmail.com>
	<4EE10272.4050900@bestpractical.com>
	<CAH5r4X9dm-1Bia_SBPuQSor7H1mm6E7FoDB-uvwmk54hvTsA+g@mail.gmail.com>
	<4EE13219.9000702@bestpractical.com>
	<4EE1323F.1060204@bestpractical.com>
	<CAH5r4X-XH0dvcsViBsx14-+sNs6R-O+P91uTeV02f2F+8kSPbA@mail.gmail.com>
Message-ID: <4EE21C89.5050207@bestpractical.com>

On 12/08/2011 09:09 PM, Dave Pascoe wrote:
> My bad.  I wasn't expecting that Status=resolved tickets were not going
> to be searched.  Operator error.  I also learned that you can pass
> status into SimpleSearch right from the search box.  Solves my needs.

We just merged some commits to 4.0-trunk that improve the simple search
documentation at /Search/Simple.html.  You'll see it in the 4.0.5 release.

Thomas


From ruz at bestpractical.com  Fri Dec  9 11:23:36 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 9 Dec 2011 20:23:36 +0400
Subject: [rt-users] Get value of a transaction custom field
In-Reply-To: <69a5551b-97a1-4591-aa1d-e10ee11c5d23@ouessant>
References: <2f34939c-c903-413e-950f-5465a383946d@ouessant>
	<69a5551b-97a1-4591-aa1d-e10ee11c5d23@ouessant>
Message-ID: <CAMOxC8svesb2ajMtTufjJV_zQ-X7u4SmSF4JfrtLgKkNR0MxBw@mail.gmail.com>

Hi,

If you do it in a scrip then sadly custom fields on transactions are
set too later for TransactionCreate scrips. Try batch scrips.

On Fri, Dec 9, 2011 at 17:56, Constant DAIX <cdx at kereval.com> wrote:
> Hi everybody,
>
> Could someone tell me how to get the value of a transaction custom field ?
>
> I tried a lot of functions but I can't get this value. I just can have the name and the description of this custom field, the content, subject, headers of the reply associated to the custom field.
>
> Code used :
>
> my $Value = 1;
> my $Transactions = $self->TicketObj->Transactions;
> my $TCustomFields = $Transactions->First->CustomFields;
> while (my $TCustomField = $TCustomFields->Next())
> {
> ? ? my $nam = $TCustomField->Name;
> ? ? if ($nam eq 'CFName') {
>
> ? ? ? ? $Value = $Transactions->First->FirstCustomFieldValue($nam);
>
> ? ? }
> ? ? else {
> ? ? ? ? $Value = 55;
> ? ? }
> }
>
> $RT::Logger->info( "Value is :" . $Value);
>
> --> This always returns ' '.
>
>
> Thanks for your help.
>
> Regards,
>
> Constant
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From lab at pacbell.net  Fri Dec  9 12:12:54 2011
From: lab at pacbell.net (20/20 Lab)
Date: Fri, 09 Dec 2011 09:12:54 -0800
Subject: [rt-users] Ipad app , give a ticket
In-Reply-To: <10AE640E-4D85-4CA6-9A5C-D12295E51D5F@nlcom.nl>
References: <zarafa.4ed9eedd.7820.04a52fbe2e562641@localhost6.localdomain6>
	<10AE640E-4D85-4CA6-9A5C-D12295E51D5F@nlcom.nl>
Message-ID: <4EE24196.9020109@pacbell.net>

Have you tried emailing the guy about it?  The shots I saw of it look 
almost identical to the mobile rt site, have you checked in the reply 
section of the tickets?

-Matt

On 12/09/2011 2:14 AM, Mayk Backus wrote:
> Hi,
>
> Anyone any clue on this ?
>
> Thanx
>
> Regards
>
> Mayk
>
>
> On Dec 3, 2011, at 10:41 AM, Mayk Backus wrote:
>
>> Hi list,
>>
>> Is there an option to give a ticket to someone from inside the ipad app ? It is possible to take a ticket , but i can't seem to find how i can assign (give) a ticket to someone.. Anyone any thoughts .
>>
>> Thanx
>>
>> Verstuurd vanaf mijn iPad
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5&  6, 2012
>>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5&  6, 2012
>



From kenn.crocker at gmail.com  Fri Dec  9 14:41:41 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Fri, 9 Dec 2011 11:41:41 -0800
Subject: [rt-users] ExternalAuth Installed but not working
In-Reply-To: <CAJ5h9+Frnk6ET6zw9YZcmZFw+=tSbSk7p8o5HEyBJZSNwn=9Zw@mail.gmail.com>
References: <CAJ5h9+Frnk6ET6zw9YZcmZFw+=tSbSk7p8o5HEyBJZSNwn=9Zw@mail.gmail.com>
Message-ID: <CAOtpkajZs++VWu1J-MybWCwOsBqDb55OnJL22-sMr20wGKSdmQ@mail.gmail.com>

Ryan,

Looks like you're missing a right ) at the end of your filter line.

Kenn

On Thu, Dec 8, 2011 at 4:41 PM, Ryan Backman <rbackman at georgefox.edu> wrote:

> I'm having a bit of trouble getting ExternalAuth  to work.  I've scoured
> the archives and the net and found many suggestions, but none have made any
> changes.
>
> - I've setup logging to go to a seperate file, but all I get is a Login
> Failure message in this file when I try to login:
>
> [Thu Dec  8 23:38:32 2011] [error]: FAILED LOGIN for rbackman from
> xx.xx.xx.xx (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:424)
>
> - I'm seeing correct values in the online configuration view inside RT
> indicating that ExternalAuth is loaded as a Plugin and that
> ExternalAuthPriority is My_LDAP.
>
> - I can use the ldapsearch tool with the same variables on the same box
> successfully
>
> Any help is much appreciated.
>
> Below is 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',
>                 'server'                    =>  'server.domain.edu',
>                 'user'                      =>  'CN=user,OU=admin...',
>                 'pass'                      =>  'pass',
>                 'base'                      =>  'dc=domain,...',
>                 'filter'                    =>
>  '(&(objectClass=user)(memberOf=CN=Staff...)',
>                 'd_filter'                  =>  '(userAccountControl=514)',
>                 'tls'                       =>  0,
>                 'ssl_version'               =>  3,
>                 'net_ldap_args'             => [    version =>  3   ],
>                 'group'                     =>  'CN=All Users,...',
>                 'group_attr'                =>  'member',
>                 'attr_match_list'           => [        'Name',
>                                                         'EmailAddress'
>                                                 ],
>                 'attr_map'                  =>  {       'Name' =>
> 'sAMAccountName',
>                                                         'EmailAddress' =>
> 'mail',
>                                                         'ExternalAuthId'
> => 'sAMAccountName',
>                                                         'Gecos' =>
> 'sAMAccountName'
>                                                 }
>                 }
>     }
> );
>
> 1;
>
>
> =+=+=+=+=+=+=+=+=+
> Ryan Backman
> Programmer / Analyst
> George Fox University
> 503.554.2576
> =+=+=+=+=+=+=+=+=+
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From jim.lesinski at gmail.com  Fri Dec  9 15:33:17 2011
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Fri, 9 Dec 2011 15:33:17 -0500
Subject: [rt-users] RT 4.0.4 - Single Value Autocomplete and Internet
	Explorer 8 and 9
In-Reply-To: <CAAxD6PPJkynsYecy27XDeFL_XuM9xkULixmXd+0bwT9UQyqtpw@mail.gmail.com>
References: <CAAxD6PPJkynsYecy27XDeFL_XuM9xkULixmXd+0bwT9UQyqtpw@mail.gmail.com>
Message-ID: <CAAxD6PMeonXtXpKZMdbFCn-0fvDg9zO5Ec0gP8s9+ET2rnQsPA@mail.gmail.com>

I had determined that the cause of this issue is related to javascript in
/opt/rt4/local/html/Elements/EditCustomFieldAutocomplete. There is an
additional comma at the end of jQuery.autocomplete call and the browser is
expecting another parameter. You could remove the comma but I opted to add
a minLength: 1 value to make the autocomplete values pop up faster.
(Default is 3 I believe)


<input type="text" id="<% $name %>-Value" name="<% $name %>-Value"
class="CF-<%$CustomField->id%>-Edit" value="<% $Default || '' %>"/>
<script type="text/javascript">
var id = '<% $name . '-Value' %>';
id = id.replace(/:/g,'\\:');
jQuery('#' + id).autocomplete( { source:
"<%RT->Config->Get('WebPath')%>/Helpers/Autocomplete/CustomFieldValues?<%
$name . '-Value' %>", minLength: 1
}
);




On Wed, Dec 7, 2011 at 2:57 PM, Jim Lesinski <jim.lesinski at gmail.com> wrote:

> I noticed that a Single Value Automplete custom field does not seem to
> work in RT 4.0.4 with Internet Explorer 8 and 9. In fact nothing comes up.
> Multivalues works as expected and other browsers work with autocomplete.
>
> Does any one else have this issue and possibly a work around.
>
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From alexmv at bestpractical.com  Fri Dec  9 15:50:29 2011
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 09 Dec 2011 15:50:29 -0500
Subject: [rt-users] RT 4.0.4 - Single Value Autocomplete and Internet
 Explorer 8 and 9
In-Reply-To: <CAAxD6PMeonXtXpKZMdbFCn-0fvDg9zO5Ec0gP8s9+ET2rnQsPA@mail.gmail.com>
References: <CAAxD6PPJkynsYecy27XDeFL_XuM9xkULixmXd+0bwT9UQyqtpw@mail.gmail.com>
	<CAAxD6PMeonXtXpKZMdbFCn-0fvDg9zO5Ec0gP8s9+ET2rnQsPA@mail.gmail.com>
Message-ID: <1323463829.19467.71.camel@umgah.localdomain>

On Fri, 2011-12-09 at 15:33 -0500, Jim Lesinski wrote:
> I had determined that the cause of this issue is related to javascript
> in /opt/rt4/local/html/Elements/EditCustomFieldAutocomplete. There is
> an additional comma at the end of jQuery.autocomplete call and the
> browser is expecting another parameter. You could remove the comma but
> I opted to add a minLength: 1 value to make the autocomplete values
> pop up faster. (Default is 3 I believe)

Thanks for catching this. I've removed the offending comma; this fix
will be in 4.0.5.
 - Alex



From mike.johnson at nosm.ca  Fri Dec  9 16:18:29 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Fri, 9 Dec 2011 16:18:29 -0500
Subject: [rt-users] RT could not load a valid user
Message-ID: <CAFuoEe_fYOARvs_1KsB9HWH9izVY1G=SWhpW8f7PDtwGr2K++Q@mail.gmail.com>

Greetings everyone,

I've done a few searches on this and found various individuals that have
come across similar problems, but none of these individuals had a
resolution that fit my situation.

RT 3.8.10
ExternalAuth0.08 (latest is 0.09 but I don't believe the changes between
these versions are causing the issue)

I have a person in our LDAP that is attempting to send an email in as their
first interaction with RT(that I can tell). The email is rejected and they
get the "could not load user" email response. I've had RT running in debug
mode for a while so I have all the logging in our rt.log file.

The basics of our LDAP setup
(shortened to the important info from our RT_SiteConfig)
        'filter'        =>  '(&(objectCategory=User) (ObjectClass=Person))',
        'd_filter'      =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
        'group'         =>
            'cn=Staff,ou=Groups,'
            . 'dc=mydomain'
        ,
        'group_attr'    =>  'member',
        'attr_match_list' => [
            'Name',
            'EmailAddress',
        ],
        'attr_map' =>  {
            'Name'           => 'sAMAccountName',
            'EmailAddress'   => ['mail', 'pager'],
            'RealName'       => 'cn',
            'ExternalAuthId' => 'sAMAccountName'

Set($AutoCreateNonExternalUsers,1);

So essentially, anyone that is an enabled user, in the Staff group is
allowed to actually login to RT(this person is sending an email, not
logging, but I thought it was relevant). attr_map has "mail" and "pager" in
there because our users could be sending emails from either username at nosm.caor
alias at nosm.ca (mjohnson|mike.johnson @nosm.ca) and Ruslan helped us so that
ExternalAuth would map an email from either address to 1 user in RT
provided the AD account had mail = username at nosm.ca and pager =
alias at nosm.ca

With that said... I'm getting the following error messages in RT's log

[Thu Dec  8 20:42:19 2011] [crit]: User creation failed in mailgateway:
Name in use (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)

[Thu Dec  8 20:42:20 2011] [warning]: Couldn't load user
'somebody at nosm.ca'.giving
up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:962)
[Thu Dec  8 20:42:20 2011] [crit]: User  'somebody at nosm.ca' could not be
loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Thu Dec  8 20:42:21 2011] [error]: RT could not load a valid user, and
RT's configuration does not allow
for the creation of a new user for this email (somebody at nosm.ca).
You might need to grant 'Everyone' the right 'CreateTicket' for the
queue Helpdesk. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Thu Dec  8 20:42:21 2011] [error]: RT could not load a valid user, and
RT's configuration does not allow
for the creation of a new user for your email.
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)

I used the RT configuration interface to search for anything with partial
match of the username/alias (4 characters that I know exist in either email
address) and RT's interface didn't bring back anything matching for Real
Name, Email Address, or Username.

I decided to do a query at the database level on the Users table on those 3
fields(even though that's what the RT interface does...), attempting in
some way to find what RT was finding as the "Name in use" error indicates,
but nothing was returned.

I have already granted our "Everyone" the "CreateTicket" right.

Can anyone tell me what I'm missing?

Ruslan, if you read this, can you let me know if you did any customization
to ExternalAuth to allow for the above mentioned matching, or if
ExternalAuth did that already?

Thanks!
Mike.
-- 
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 nosm.ca
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From mike.johnson at nosm.ca  Fri Dec  9 16:25:38 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Fri, 9 Dec 2011 16:25:38 -0500
Subject: [rt-users] ExternalAuth Installed but not working
In-Reply-To: <CAJ5h9+Frnk6ET6zw9YZcmZFw+=tSbSk7p8o5HEyBJZSNwn=9Zw@mail.gmail.com>
References: <CAJ5h9+Frnk6ET6zw9YZcmZFw+=tSbSk7p8o5HEyBJZSNwn=9Zw@mail.gmail.com>
Message-ID: <CAFuoEe_B5v=5-B9d4UTkctrC57pii9Ah2Hq2=htHgrrQaBfn5w@mail.gmail.com>

I'm by no means an expert at this at all but I see you are using
sAMAccountName which leads me to believe you are connecting to Active
Directory.

I had to use the bitmask version of the d_filter for the ldap search to
filter out disabled users...

not sure if this has anything to do with why you aren't able to login, but
it's just something that stood out to me.

My d_filter line is below

        'd_filter'      =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
Ken is also accurate in that you are missing a right parenthesis on your
filter line.

My filter line is below(so you can see how to use the (& <stuff> <more
stuff>)

        'filter'        =>  '(&(objectCategory=User) (ObjectClass=Person))',
Hope that helps!
Mike.

On Thu, Dec 8, 2011 at 7:41 PM, Ryan Backman <rbackman at georgefox.edu> wrote:

> I'm having a bit of trouble getting ExternalAuth  to work.  I've scoured
> the archives and the net and found many suggestions, but none have made any
> changes.
>
> - I've setup logging to go to a seperate file, but all I get is a Login
> Failure message in this file when I try to login:
>
> [Thu Dec  8 23:38:32 2011] [error]: FAILED LOGIN for rbackman from
> xx.xx.xx.xx (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:424)
>
> - I'm seeing correct values in the online configuration view inside RT
> indicating that ExternalAuth is loaded as a Plugin and that
> ExternalAuthPriority is My_LDAP.
>
> - I can use the ldapsearch tool with the same variables on the same box
> successfully
>
> Any help is much appreciated.
>
> Below is 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',
>                 'server'                    =>  'server.domain.edu',
>                 'user'                      =>  'CN=user,OU=admin...',
>                 'pass'                      =>  'pass',
>                 'base'                      =>  'dc=domain,...',
>                 'filter'                    =>
>  '(&(objectClass=user)(memberOf=CN=Staff...)',
>                 'd_filter'                  =>  '(userAccountControl=514)',
>                 'tls'                       =>  0,
>                 'ssl_version'               =>  3,
>                 'net_ldap_args'             => [    version =>  3   ],
>                 'group'                     =>  'CN=All Users,...',
>                 'group_attr'                =>  'member',
>                 'attr_match_list'           => [        'Name',
>                                                         'EmailAddress'
>                                                 ],
>                 'attr_map'                  =>  {       'Name' =>
> 'sAMAccountName',
>                                                         'EmailAddress' =>
> 'mail',
>                                                         'ExternalAuthId'
> => 'sAMAccountName',
>                                                         'Gecos' =>
> 'sAMAccountName'
>                                                 }
>                 }
>     }
> );
>
> 1;
>
>
> =+=+=+=+=+=+=+=+=+
> Ryan Backman
> Programmer / Analyst
> George Fox University
> 503.554.2576
> =+=+=+=+=+=+=+=+=+
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>



-- 
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 nosm.ca
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From ktm at rice.edu  Fri Dec  9 16:32:30 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Fri, 9 Dec 2011 15:32:30 -0600
Subject: [rt-users] RT could not load a valid user
In-Reply-To: <CAFuoEe_fYOARvs_1KsB9HWH9izVY1G=SWhpW8f7PDtwGr2K++Q@mail.gmail.com>
References: <CAFuoEe_fYOARvs_1KsB9HWH9izVY1G=SWhpW8f7PDtwGr2K++Q@mail.gmail.com>
Message-ID: <20111209213230.GV28286@staff-mud-56-27.rice.edu>

On Fri, Dec 09, 2011 at 04:18:29PM -0500, Mike Johnson wrote:
> Greetings everyone,
> 
> I've done a few searches on this and found various individuals that have
> come across similar problems, but none of these individuals had a
> resolution that fit my situation.
> 
> RT 3.8.10
> ExternalAuth0.08 (latest is 0.09 but I don't believe the changes between
> these versions are causing the issue)
> 
> I have a person in our LDAP that is attempting to send an email in as their
> first interaction with RT(that I can tell). The email is rejected and they
> get the "could not load user" email response. I've had RT running in debug
> mode for a while so I have all the logging in our rt.log file.
> 
> The basics of our LDAP setup
> (shortened to the important info from our RT_SiteConfig)
>         'filter'        =>  '(&(objectCategory=User) (ObjectClass=Person))',
>         'd_filter'      =>
> '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>         'group'         =>
>             'cn=Staff,ou=Groups,'
>             . 'dc=mydomain'
>         ,
>         'group_attr'    =>  'member',
>         'attr_match_list' => [
>             'Name',
>             'EmailAddress',
>         ],
>         'attr_map' =>  {
>             'Name'           => 'sAMAccountName',
>             'EmailAddress'   => ['mail', 'pager'],
>             'RealName'       => 'cn',
>             'ExternalAuthId' => 'sAMAccountName'
> 
> Set($AutoCreateNonExternalUsers,1);
> 
> So essentially, anyone that is an enabled user, in the Staff group is
> allowed to actually login to RT(this person is sending an email, not
> logging, but I thought it was relevant). attr_map has "mail" and "pager" in
> there because our users could be sending emails from either username at nosm.caor
> alias at nosm.ca (mjohnson|mike.johnson @nosm.ca) and Ruslan helped us so that
> ExternalAuth would map an email from either address to 1 user in RT
> provided the AD account had mail = username at nosm.ca and pager =
> alias at nosm.ca
> 
> With that said... I'm getting the following error messages in RT's log
> 
> [Thu Dec  8 20:42:19 2011] [crit]: User creation failed in mailgateway:
> Name in use (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> 
> [Thu Dec  8 20:42:20 2011] [warning]: Couldn't load user
> 'somebody at nosm.ca'.giving
> up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:962)
> [Thu Dec  8 20:42:20 2011] [crit]: User  'somebody at nosm.ca' could not be
> loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> [Thu Dec  8 20:42:21 2011] [error]: RT could not load a valid user, and
> RT's configuration does not allow
> for the creation of a new user for this email (somebody at nosm.ca).
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue Helpdesk. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> [Thu Dec  8 20:42:21 2011] [error]: RT could not load a valid user, and
> RT's configuration does not allow
> for the creation of a new user for your email.
> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> 
> I used the RT configuration interface to search for anything with partial
> match of the username/alias (4 characters that I know exist in either email
> address) and RT's interface didn't bring back anything matching for Real
> Name, Email Address, or Username.
> 
> I decided to do a query at the database level on the Users table on those 3
> fields(even though that's what the RT interface does...), attempting in
> some way to find what RT was finding as the "Name in use" error indicates,
> but nothing was returned.
> 
> I have already granted our "Everyone" the "CreateTicket" right.
> 
> Can anyone tell me what I'm missing?
> 
> Ruslan, if you read this, can you let me know if you did any customization
> to ExternalAuth to allow for the above mentioned matching, or if
> ExternalAuth did that already?
> 
> Thanks!
> Mike.

Hi Mike,

We had a similar problem to this that was caused by our CanonicalizeEmailAddress
function and its interraction with updated LDAP directory information and I
suspect that your problem has similar roots. In our case, we change the Email
address for incoming tickets for any of a user's mailaltname address to their
preferred Email address. The RT information is however only updated at night
so if a user changed their preferred Email address and created a ticket before
the nightly LDAP sync, it would canonicalize their Email address to their old
preferred address and then would try to create a new user. Of course a user
already existed with their old choice of preferred Email address as their
Email address which led to the same error you received and the failure to
create the new user and ticket.

We fixed it by checking the RT DB for the information so see if it had older
yet valid information, and if so, we returned to data from the RT DB instead
so the ticket would be created and the nightly LDAP update to move their Email
address to the new address. I think that your problem is the same type of
scenario, but using their pager address or Email address. I hope this helps.

Regards,
Ken
> -- 

Hi Mike,

We had a similar problem to this that was caused by our CanonicalizeEmailAddress
function and its interraction with updated LDAP directory information and I
suspect that your problem has similar roots. In our case, we change the Email
address for incoming tickets for any of a user's mailaltname address to their
preferred Email address. The RT information is however only updated at night
so if a user changed their preferred Email address and created a ticket before
the nightly LDAP sync, it would canonicalize their Email address to their old
preferred address and then would try to create a new user. Of course a user
already existed with their old choice of preferred Email address as their
Email address which led to the same error you received and the failure to
create the new user and ticket.

We fixed it by checking the RT DB for the information so see if it had older
yet valid information, and if so, we returned to data from the RT DB instead
so the ticket would be created and the nightly LDAP update to move their Email
address to the new address. I think that your problem is the same type of
scenario, but using their pager address or Email address. I hope this helps.

Regards,
Ken

Hi Mike,

We had a similar problem to this that was caused by our CanonicalizeEmailAddress
function and its interraction with updated LDAP directory information and I
suspect that your problem has similar roots. In our case, we change the Email
address for incoming tickets for any of a user's mailaltname address to their
preferred Email address. The RT information is however only updated at night
so if a user changed their preferred Email address and created a ticket before
the nightly LDAP sync, it would canonicalize their Email address to their old
preferred address and then would try to create a new user. Of course a user
already existed with their old choice of preferred Email address as their
Email address which led to the same error you received and the failure to
create the new user and ticket.

We fixed it by checking the RT DB for the information so see if it had older
yet valid information, and if so, we returned to data from the RT DB instead
so the ticket would be created and the nightly LDAP update to move their Email
address to the new address. I think that your problem is the same type of
scenario, but using their pager address or Email address. I hope this helps.

Regards,
Ken

Hi Mike,

We had a similar problem to this that was caused by our CanonicalizeEmailAddress
function and its interraction with updated LDAP directory information and I
suspect that your problem has similar roots. In our case, we change the Email
address for incoming tickets for any of a user's mailaltname address to their
preferred Email address. The RT information is however only updated at night
so if a user changed their preferred Email address and created a ticket before
the nightly LDAP sync, it would canonicalize their Email address to their old
preferred address and then would try to create a new user. Of course a user
already existed with their old choice of preferred Email address as their
Email address which led to the same error you received and the failure to
create the new user and ticket.

We fixed it by checking the RT DB for the information so see if it had older
yet valid information, and if so, we returned to data from the RT DB instead
so the ticket would be created and the nightly LDAP update to move their Email
address to the new address. I think that your problem is the same type of
scenario, but using their pager address or Email address. I hope this helps.

Regards,
Ken


From rbackman at georgefox.edu  Sat Dec 10 12:16:18 2011
From: rbackman at georgefox.edu (Ryan Backman)
Date: Sat, 10 Dec 2011 09:16:18 -0800
Subject: [rt-users] ExternalAuth Installed but not working
Message-ID: <CAJ5h9+FhqN-wse7_ujnVQVT4z5c+6Oed_LviP2AEi7ZPdpHcAw@mail.gmail.com>

Thanks Mike and Kenn for the replies...

Kenn, I was a little overzealous when redacting out of the my example
config... my actual config has the double parenthesis at the end.
Mike, I've tried the both your example and a '(objectClass=DoesntExist)'
with no change.

Does anyone have any ideas about why I can't see any log information from
ExternalAuth.  It looks like its installed but the only log info I get is
about Web.pm.

=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
503.554.2576
=+=+=+=+=+=+=+=+=+
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From ruz at bestpractical.com  Sat Dec 10 16:10:23 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sun, 11 Dec 2011 01:10:23 +0400
Subject: [rt-users] Ipad app , give a ticket
In-Reply-To: <10AE640E-4D85-4CA6-9A5C-D12295E51D5F@nlcom.nl>
References: <zarafa.4ed9eedd.7820.04a52fbe2e562641@localhost6.localdomain6>
	<10AE640E-4D85-4CA6-9A5C-D12295E51D5F@nlcom.nl>
Message-ID: <CAMOxC8t8osjiat7YedNGbyZL9i7HEWW4DNy2cuMzYo1G4ZY2Lg@mail.gmail.com>

On Fri, Dec 9, 2011 at 14:14, Mayk Backus <backus at nlcom.nl> wrote:
> Anyone any clue on this ?

May be for iPad it's easier to use full interface? I believe there is
a way to switch.

-- 
Best regards, Ruslan.


From brahim.sakka at gmail.com  Mon Dec 12 05:24:18 2011
From: brahim.sakka at gmail.com (Brahim Sakka)
Date: Mon, 12 Dec 2011 11:24:18 +0100
Subject: [rt-users] Upgrading RT installed from distro packages
Message-ID: <CAHLWfDSV7d1-HqKu4L+SeN_iq_eDXyagE97TDdS=jcntT0onUA@mail.gmail.com>

Hello,

I've installed RT in a Ubuntu server version 10.04 using Debian
packages (apt-get). So the version of RT I'm running (that was
packaged) is 3.8.7. I want to upgrade RT to the latest and greatest
4.0.x.

Will using instructions under README and docs/Upgrading-3.8 get RT
upgraded for me? Or should I install RT from source on a fresh server
then export/import database and configuration data from my old 3.8.7
to the new 4.0.x installation?

Thanks in advance for the advise.


From ruz at bestpractical.com  Mon Dec 12 07:39:23 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 12 Dec 2011 16:39:23 +0400
Subject: [rt-users] Upgrading RT installed from distro packages
In-Reply-To: <CAHLWfDSV7d1-HqKu4L+SeN_iq_eDXyagE97TDdS=jcntT0onUA@mail.gmail.com>
References: <CAHLWfDSV7d1-HqKu4L+SeN_iq_eDXyagE97TDdS=jcntT0onUA@mail.gmail.com>
Message-ID: <CAMOxC8swaB6RBVqRfv4bmHVq1AOmFaxJTWcDox7pX1cLP4UcOw@mail.gmail.com>

On Mon, Dec 12, 2011 at 14:24, Brahim Sakka <brahim.sakka at gmail.com> wrote:
> Hello,
>
> I've installed RT in a Ubuntu server version 10.04 using Debian
> packages (apt-get). So the version of RT I'm running (that was
> packaged) is 3.8.7. I want to upgrade RT to the latest and greatest
> 4.0.x.
>
> Will using instructions under README and docs/Upgrading-3.8 get RT
> upgraded for me? Or should I install RT from source on a fresh server
> then export/import database and configuration data from my old 3.8.7
> to the new 4.0.x installation?

I'm not sure how Ubuntu layouts RT's files in the system, but probably it
uses perl's library paths for RT libs and this for sure would conflict
with RT 4.0.
And they should be isolated from each other, especially libs. In this case it's
much harder to install RT4.0 and RT 3.8 on the same system and point them
to different DBs, so you can test upgrade.

You have at least two options:

1) use deb packages from newer ubuntu versions. I'm not an ubuntu user
to estimate effort here. However, in this case you can quickly
recover DB from backup and swap back packages.

2) use another server to perform test upgrade and swap servers.

> Thanks in advance for the advise.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From mike.johnson at nosm.ca  Mon Dec 12 09:00:28 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Mon, 12 Dec 2011 09:00:28 -0500
Subject: [rt-users] ExternalAuth Installed but not working
In-Reply-To: <CAJ5h9+FhqN-wse7_ujnVQVT4z5c+6Oed_LviP2AEi7ZPdpHcAw@mail.gmail.com>
References: <CAJ5h9+FhqN-wse7_ujnVQVT4z5c+6Oed_LviP2AEi7ZPdpHcAw@mail.gmail.com>
Message-ID: <CAFuoEe-Ws8KOA7Ap78=eJKNo=Sevv3YPxLxCy7RbEscOk2P_rA@mail.gmail.com>

Hmm,

Have you set ExternalAuth in your @Plugins?

Have you set your logging level to debug?

On Sat, Dec 10, 2011 at 12:16 PM, Ryan Backman <rbackman at georgefox.edu>wrote:

> Thanks Mike and Kenn for the replies...
>
> Kenn, I was a little overzealous when redacting out of the my example
> config... my actual config has the double parenthesis at the end.
> Mike, I've tried the both your example and a '(objectClass=DoesntExist)'
> with no change.
>
> Does anyone have any ideas about why I can't see any log information from
> ExternalAuth.  It looks like its installed but the only log info I get is
> about Web.pm.
>
> =+=+=+=+=+=+=+=+=+
> Ryan Backman
> Programmer / Analyst
> George Fox University
> 503.554.2576
> =+=+=+=+=+=+=+=+=+
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>



-- 
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 nosm.ca
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From mike.johnson at nosm.ca  Mon Dec 12 09:32:57 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Mon, 12 Dec 2011 09:32:57 -0500
Subject: [rt-users] RT could not load a valid user
In-Reply-To: <20111209213230.GV28286@staff-mud-56-27.rice.edu>
References: <CAFuoEe_fYOARvs_1KsB9HWH9izVY1G=SWhpW8f7PDtwGr2K++Q@mail.gmail.com>
	<20111209213230.GV28286@staff-mud-56-27.rice.edu>
Message-ID: <CAFuoEe9OkNH9AEFoXrOdqrAV4OL_y4u2abQv6e7UK3z0gridwg@mail.gmail.com>

I looked deeper into the issue and the LDAP account doesn't have anything
in the pager attribute.

I'm wondering if ExternalAuth is getting confused on that...

I'll try to populate the pager attribute and get the user to attempt send a
new email...

I'll report back.

Thanks!
Mike.

On Fri, Dec 9, 2011 at 4:32 PM, ktm at rice.edu <ktm at rice.edu> wrote:

>  On Fri, Dec 09, 2011 at 04:18:29PM -0500, Mike Johnson wrote:
> > Greetings everyone,
> >
> > I've done a few searches on this and found various individuals that have
> > come across similar problems, but none of these individuals had a
> > resolution that fit my situation.
> >
> > RT 3.8.10
> > ExternalAuth0.08 (latest is 0.09 but I don't believe the changes between
> > these versions are causing the issue)
> >
> > I have a person in our LDAP that is attempting to send an email in as
> their
> > first interaction with RT(that I can tell). The email is rejected and
> they
> > get the "could not load user" email response. I've had RT running in
> debug
> > mode for a while so I have all the logging in our rt.log file.
> >
> > The basics of our LDAP setup
> > (shortened to the important info from our RT_SiteConfig)
> >         'filter'        =>  '(&(objectCategory=User)
> (ObjectClass=Person))',
> >         'd_filter'      =>
> > '(userAccountControl:1.2.840.113556.1.4.803:=2)',
> >         'group'         =>
> >             'cn=Staff,ou=Groups,'
> >             . 'dc=mydomain'
> >         ,
> >         'group_attr'    =>  'member',
> >         'attr_match_list' => [
> >             'Name',
> >             'EmailAddress',
> >         ],
> >         'attr_map' =>  {
> >             'Name'           => 'sAMAccountName',
> >             'EmailAddress'   => ['mail', 'pager'],
> >             'RealName'       => 'cn',
> >             'ExternalAuthId' => 'sAMAccountName'
> >
> > Set($AutoCreateNonExternalUsers,1);
> >
> > So essentially, anyone that is an enabled user, in the Staff group is
> > allowed to actually login to RT(this person is sending an email, not
> > logging, but I thought it was relevant). attr_map has "mail" and "pager"
> in
> > there because our users could be sending emails from either
> username at nosm.caor
> > alias at nosm.ca (mjohnson|mike.johnson @nosm.ca) and Ruslan helped us so
> that
> > ExternalAuth would map an email from either address to 1 user in RT
> > provided the AD account had mail = username at nosm.ca and pager =
> > alias at nosm.ca
> >
> > With that said... I'm getting the following error messages in RT's log
> >
> > [Thu Dec  8 20:42:19 2011] [crit]: User creation failed in mailgateway:
> > Name in use (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> >
> > [Thu Dec  8 20:42:20 2011] [warning]: Couldn't load user
> > 'somebody at nosm.ca'.giving
> > up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:962)
> > [Thu Dec  8 20:42:20 2011] [crit]: User  'somebody at nosm.ca' could not be
> > loaded in the mail gateway
> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> > [Thu Dec  8 20:42:21 2011] [error]: RT could not load a valid user, and
> > RT's configuration does not allow
> > for the creation of a new user for this email (somebody at nosm.ca).
> > You might need to grant 'Everyone' the right 'CreateTicket' for the
> > queue Helpdesk. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> > [Thu Dec  8 20:42:21 2011] [error]: RT could not load a valid user, and
> > RT's configuration does not allow
> > for the creation of a new user for your email.
> > (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> >
> > I used the RT configuration interface to search for anything with partial
> > match of the username/alias (4 characters that I know exist in either
> email
> > address) and RT's interface didn't bring back anything matching for Real
> > Name, Email Address, or Username.
> >
> > I decided to do a query at the database level on the Users table on
> those 3
> > fields(even though that's what the RT interface does...), attempting in
> > some way to find what RT was finding as the "Name in use" error
> indicates,
> > but nothing was returned.
> >
> > I have already granted our "Everyone" the "CreateTicket" right.
> >
> > Can anyone tell me what I'm missing?
> >
> > Ruslan, if you read this, can you let me know if you did any
> customization
> > to ExternalAuth to allow for the above mentioned matching, or if
> > ExternalAuth did that already?
> >
> > Thanks!
> > Mike.
>
> Hi Mike,
>
> We had a similar problem to this that was caused by our
> CanonicalizeEmailAddress
> function and its interraction with updated LDAP directory information and I
> suspect that your problem has similar roots. In our case, we change the
> Email
> address for incoming tickets for any of a user's mailaltname address to
> their
> preferred Email address. The RT information is however only updated at
> night
> so if a user changed their preferred Email address and created a ticket
> before
> the nightly LDAP sync, it would canonicalize their Email address to their
> old
> preferred address and then would try to create a new user. Of course a user
> already existed with their old choice of preferred Email address as their
> Email address which led to the same error you received and the failure to
> create the new user and ticket.
>
> We fixed it by checking the RT DB for the information so see if it had
> older
> yet valid information, and if so, we returned to data from the RT DB
> instead
> so the ticket would be created and the nightly LDAP update to move their
> Email
> address to the new address. I think that your problem is the same type of
> scenario, but using their pager address or Email address. I hope this
> helps.
>
> Regards,
> Ken
> > --
>
> Hi Mike,
>
> We had a similar problem to this that was caused by our
> CanonicalizeEmailAddress
> function and its interraction with updated LDAP directory information and I
> suspect that your problem has similar roots. In our case, we change the
> Email
> address for incoming tickets for any of a user's mailaltname address to
> their
> preferred Email address. The RT information is however only updated at
> night
> so if a user changed their preferred Email address and created a ticket
> before
> the nightly LDAP sync, it would canonicalize their Email address to their
> old
> preferred address and then would try to create a new user. Of course a user
> already existed with their old choice of preferred Email address as their
> Email address which led to the same error you received and the failure to
> create the new user and ticket.
>
> We fixed it by checking the RT DB for the information so see if it had
> older
> yet valid information, and if so, we returned to data from the RT DB
> instead
> so the ticket would be created and the nightly LDAP update to move their
> Email
> address to the new address. I think that your problem is the same type of
> scenario, but using their pager address or Email address. I hope this
> helps.
>
> Regards,
> Ken
>
> Hi Mike,
>
> We had a similar problem to this that was caused by our
> CanonicalizeEmailAddress
> function and its interraction with updated LDAP directory information and I
> suspect that your problem has similar roots. In our case, we change the
> Email
> address for incoming tickets for any of a user's mailaltname address to
> their
> preferred Email address. The RT information is however only updated at
> night
> so if a user changed their preferred Email address and created a ticket
> before
> the nightly LDAP sync, it would canonicalize their Email address to their
> old
> preferred address and then would try to create a new user. Of course a user
> already existed with their old choice of preferred Email address as their
> Email address which led to the same error you received and the failure to
> create the new user and ticket.
>
> We fixed it by checking the RT DB for the information so see if it had
> older
> yet valid information, and if so, we returned to data from the RT DB
> instead
> so the ticket would be created and the nightly LDAP update to move their
> Email
> address to the new address. I think that your problem is the same type of
> scenario, but using their pager address or Email address. I hope this
> helps.
>
> Regards,
> Ken
>
> Hi Mike,
>
> We had a similar problem to this that was caused by our
> CanonicalizeEmailAddress
> function and its interraction with updated LDAP directory information and I
> suspect that your problem has similar roots. In our case, we change the
> Email
> address for incoming tickets for any of a user's mailaltname address to
> their
> preferred Email address. The RT information is however only updated at
> night
> so if a user changed their preferred Email address and created a ticket
> before
> the nightly LDAP sync, it would canonicalize their Email address to their
> old
> preferred address and then would try to create a new user. Of course a user
> already existed with their old choice of preferred Email address as their
> Email address which led to the same error you received and the failure to
> create the new user and ticket.
>
> We fixed it by checking the RT DB for the information so see if it had
> older
> yet valid information, and if so, we returned to data from the RT DB
> instead
> so the ticket would be created and the nightly LDAP update to move their
> Email
> address to the new address. I think that your problem is the same type of
> scenario, but using their pager address or Email address. I hope this
> helps.
>
> Regards,
> Ken
>



-- 
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 nosm.ca
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From mike.johnson at nosm.ca  Mon Dec 12 10:06:44 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Mon, 12 Dec 2011 10:06:44 -0500
Subject: [rt-users] ParseNewMessageForTicketCCs - confirm how it works
Message-ID: <CAFuoEe8Z=bHpLqAvs7dL2u2oNEV0BaHWQ2Z=+-LhwC-djf=WvA@mail.gmail.com>

HI everyone,

I just wanted to get confirmation on how the ParseNewMessageForTicketCCs
work.

http://requesttracker.wikia.com/wiki/EmailInterface

Specifically,

*ParseNewMessageForTicketCcs* (boolean) - when *$ParseNewMessageForTicketCcs
* is true, RT automatically adds email addresses found in the Cc header to
the ticket's Cc at creation.

If a new message comes in that is

To: foo1, foo2, fooN
Cc: bar1
From: bar2

And foo1, and foo2 go to 2 different queues

RT will:
- create a ticket in foo1's queue
- create a ticket in foo2's queue
- add bar1 as a CC on both tickets
- make the requestor of both tickets bar2


RT will not add foo2 -> fooN as anything to foo1's ticket as these
addresses are in the To block, not the Cc block.

I don't have a good testing bed right now, and was hoping someone had
tested this already or can confirm that is how it works before I flip the
switch :P

Thanks!
Mike.

-- 
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 nosm.ca
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From ruz at bestpractical.com  Mon Dec 12 11:38:56 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 12 Dec 2011 20:38:56 +0400
Subject: [rt-users] ParseNewMessageForTicketCCs - confirm how it works
In-Reply-To: <CAFuoEe8Z=bHpLqAvs7dL2u2oNEV0BaHWQ2Z=+-LhwC-djf=WvA@mail.gmail.com>
References: <CAFuoEe8Z=bHpLqAvs7dL2u2oNEV0BaHWQ2Z=+-LhwC-djf=WvA@mail.gmail.com>
Message-ID: <CAMOxC8tnyoDw6f0nBGBVXLiK5NHNcT0Dg+UGXifoC5K-kfiM-A@mail.gmail.com>

On Mon, Dec 12, 2011 at 19:06, Mike Johnson <mike.johnson at nosm.ca> wrote:
> HI everyone,
>
> I just wanted to get confirmation on how the ParseNewMessageForTicketCCs
> work.
>
> http://requesttracker.wikia.com/wiki/EmailInterface
>
> Specifically,
>
> ParseNewMessageForTicketCcs (boolean) - when $ParseNewMessageForTicketCcs is
> true, RT automatically adds email addresses found in the Cc header to the
> ticket's Cc at creation.
>
> If a new message comes in that is
>
> To: foo1, foo2, fooN
> Cc: bar1
> From: bar2
>
> And foo1, and foo2 go to 2 different queues
>
> RT will:
> - create a ticket in foo1's queue
> - create a ticket in foo2's queue

Right, as RT would receive two emails actually.

> - add bar1 as a CC on both tickets
> - make the requestor of both tickets bar2
>
>
> RT will not add foo2 -> fooN?as?anything to foo1's ticket as these addresses
> are in the To block, not the Cc block.

It would use To actually, but skip all RT addresses. To do the latter
RT should be properly configured to know all its addresses.

> I don't have a good testing bed right now, and was hoping someone had tested
> this already or can confirm that is how it works before I flip the switch :P

Looked into code. Grep fro option name, it's only used in one place.

>
> Thanks!
> Mike.
>
> --
> 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 nosm.ca
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From rbackman at georgefox.edu  Mon Dec 12 12:08:22 2011
From: rbackman at georgefox.edu (Ryan Backman)
Date: Mon, 12 Dec 2011 09:08:22 -0800
Subject: [rt-users] ExternalAuth Installed but not working
Message-ID: <CAJ5h9+FxHEHGbczFxfZM-5XO8-HvyT1FaP3OouNz86FN6Qz5yA@mail.gmail.com>

Yes and Yes, Here are the configs.  I can login to RT and see ExternalAuth
on the Configuration page as well.

Set( @Plugins, qw(RT::Authen::ExternalAuth) );

Set($LogToSyslog,'warning');
Set($LogToFile,'debug');
Set($LogToFileNamed,'rt.log');
Set($LogDir,'/var/log/request-tracker3.8');

=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
503.554.2576
=+=+=+=+=+=+=+=+=+

---------- Forwarded message ----------
From: Mike Johnson <mike.johnson at nosm.ca>
To: rt-users at lists.bestpractical.com
Date: Mon, 12 Dec 2011 09:00:28 -0500
Subject: Re: [rt-users] ExternalAuth Installed but not working
Hmm,

Have you set ExternalAuth in your @Plugins?

Have you set your logging level to debug?

On Sat, Dec 10, 2011 at 12:16 PM, Ryan Backman <rbackman at georgefox.edu>
 wrote:

> Thanks Mike and Kenn for the replies...
>
> Kenn, I was a little overzealous when redacting out of the my example
> config... my actual config has the double parenthesis at the end.
> Mike, I've tried the both your example and a '(objectClass=DoesntExist)'
> with no change.
>
> Does anyone have any ideas about why I can't see any log information from
> ExternalAuth.  It looks like its installed but the only log info I get is
> about Web.pm.
>
> =+=+=+=+=+=+=+=+=+
> Ryan Backman
> Programmer / Analyst
> George Fox University
> 503.554.2576
> =+=+=+=+=+=+=+=+=+
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From dgarcia at cesca.cat  Mon Dec 12 12:10:05 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Mon, 12 Dec 2011 18:10:05 +0100
Subject: [rt-users]  A little question about Approval
Message-ID: <4EE6356D.1010307@cesca.cat>

Hi,

I have a question about creating approvals in RT.  I don't understand 
how it worksApprovals. Is to define a template 'Queue: ___Approvals' in 
a queue where we want to implement the Approval?
Conceptually, 'Approval' is a separate queue where we send tickets that 
must be approved prior to solving them? What is the difference then with 
the concept of parent-child ticket? (because I can not see the 
difference between Approval and parent-child ticket)

Thanks!!



-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................

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From falcone at bestpractical.com  Mon Dec 12 12:38:12 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 12 Dec 2011 12:38:12 -0500
Subject: [rt-users] A little question about Approval
In-Reply-To: <4EE6356D.1010307@cesca.cat>
References: <4EE6356D.1010307@cesca.cat>
Message-ID: <20111212173812.GF9885@jibsheet.com>

On Mon, Dec 12, 2011 at 06:10:05PM +0100, Daniel Garcia Mejia wrote:
>    Hi,
> 
>    I have a question about creating approvals in RT.  I don't understand how it works Approvals.
>    Is to define a template 'Queue: ___Approvals' in a queue where we want to implement the
>    Approval?
>    Conceptually, 'Approval' is a separate queue where we send tickets that must be approved prior
>    to solving them? What is the difference then with the concept of parent-child ticket? (because
>    I can not see the difference between Approval and parent-child ticket)

Daniel - RT has a built in ___Approvals queue that is used, you can't
turn other queues into Approvals queues.

You can find the Queue under Configuration -> Queues by clicking the
'show disabled queues' checkbox.  The ___Approvals Queue is normally
left disabled to hide it from various parts of the UI.

-kevin
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From dgarcia at cesca.cat  Mon Dec 12 12:58:38 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Mon, 12 Dec 2011 18:58:38 +0100
Subject: [rt-users] A little question about Approval
In-Reply-To: <4EE6356D.1010307@cesca.cat>
References: <4EE6356D.1010307@cesca.cat>
Message-ID: <4EE640CE.9090106@cesca.cat>

Then you can define the following workflow?

1.-Create a ticket in a queue.
2.-Automatically pass this ticket to queue '__Approvals' that it is 
necessary to approve some users.
3.-When the ticket is approved by the some users, that the ticket go to 
another queue differently.

Is it possible?

THANKS!!:)

On 12/12/11 18:10, Daniel Garcia Mejia wrote:
> Hi,
>
> I have a question about creating approvals in RT.  I don't understand 
> how it worksApprovals. Is to define a template 'Queue: ___Approvals' 
> in a queue where we want to implement the Approval?
> Conceptually, 'Approval' is a separate queue where we send tickets 
> that must be approved prior to solving them? What is the difference 
> then with the concept of parent-child ticket? (because I can not see 
> the difference between Approval and parent-child ticket)
>
> Thanks!!
>
>
>
> -- 
> .......................................................................
>          __
>         / /       Daniel Garc?a Mej?a
>   C E / S / C A   Portals i Repositoris
>       /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya
>
>   Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
>   T. (NULL) - F.  93 205 6979 -dgarcia at cesca.cat
> .......................................................................


-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................

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From falcone at bestpractical.com  Mon Dec 12 13:08:13 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 12 Dec 2011 13:08:13 -0500
Subject: [rt-users] A little question about Approval
In-Reply-To: <4EE640CE.9090106@cesca.cat>
References: <4EE6356D.1010307@cesca.cat>
 <4EE640CE.9090106@cesca.cat>
Message-ID: <20111212180813.GG9885@jibsheet.com>

On Mon, Dec 12, 2011 at 06:58:38PM +0100, Daniel Garcia Mejia wrote:
>    Then you can define the following workflow?
> 
>    1.-Create a ticket in a queue.
>    2.-Automatically pass this ticket to queue '__Approvals' that it is necessary to approve some
>    users.
>    3.-When the ticket is approved by the some users, that the ticket go to another queue
>    differently.
> 
>    Is it possible?

The ticket doesn't move into ___Approvals.  You use a CreateTickets
Action to create a second linked ticket in ___Approvals. You then have a
Scrip that runs on the original ticket to move it to another queue once
it's been approved.

RT's approvals process uses at least 2 tickets, one in the original
queue and one of type approval in the ___Approvals queue.

-kevin

>    On 12/12/11 18:10, Daniel Garcia Mejia wrote:
> 
>      Hi,
> 
>      I have a question about creating approvals in RT.  I don't understand how it works
>      Approvals. Is to define a template 'Queue: ___Approvals' in a queue where we want to
>      implement the Approval?
>      Conceptually, 'Approval' is a separate queue where we send tickets that must be approved
>      prior to solving them? What is the difference then with the concept of parent-child ticket?
>      (because I can not see the difference between Approval and parent-child ticket)
> 
>      Thanks!!
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From jim.lesinski at gmail.com  Mon Dec 12 14:21:42 2011
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Mon, 12 Dec 2011 14:21:42 -0500
Subject: [rt-users] rt 4.0.4 (and possibly others) autocomplete custom field
 showing values from all other custom fields for non super user accounts?
Message-ID: <CAAxD6PM8Hm4Oie0+3D_OcXeO7nHdZ7N6FBOCAJ6=mZmPfHTa4g@mail.gmail.com>

Hello,

Can someone check to see if an Autocomplete custom field shows values from
other custom fields in their RT 4.0.4 installation for non admin users? (By
non admin I mean the user does not have "Anything and Everything"
permission in the system.)

When I am logged in as a non admin account and type in an autocomplete
field I seem to get all values from all custom fields that meet the text
criteria. If I grant this same user account "Anything and Everything"
permission, the correct values are then populated in the autocomplete
field. I have tested this on 2 different systems and I get the same results
from both. Basically it seems like the dataset returned for the super user
account is different than a non super user account.

Can anyone else recreate this or verify that they have the same or
different results?

Thanks,
Jim
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From dominic.hargreaves at oucs.ox.ac.uk  Mon Dec 12 14:24:28 2011
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Mon, 12 Dec 2011 19:24:28 +0000
Subject: [rt-users] Upgrading RT installed from distro packages
In-Reply-To: <CAMOxC8swaB6RBVqRfv4bmHVq1AOmFaxJTWcDox7pX1cLP4UcOw@mail.gmail.com>
References: <CAHLWfDSV7d1-HqKu4L+SeN_iq_eDXyagE97TDdS=jcntT0onUA@mail.gmail.com>
	<CAMOxC8swaB6RBVqRfv4bmHVq1AOmFaxJTWcDox7pX1cLP4UcOw@mail.gmail.com>
Message-ID: <20111212192428.GA30162@stranger-here-myself.oucs.ox.ac.uk>

On Mon, Dec 12, 2011 at 04:39:23PM +0400, Ruslan Zakirov wrote:
> On Mon, Dec 12, 2011 at 14:24, Brahim Sakka <brahim.sakka at gmail.com> wrote:
> > Hello,
> >
> > I've installed RT in a Ubuntu server version 10.04 using Debian
> > packages (apt-get). So the version of RT I'm running (that was
> > packaged) is 3.8.7. I want to upgrade RT to the latest and greatest
> > 4.0.x.
> >
> > Will using instructions under README and docs/Upgrading-3.8 get RT
> > upgraded for me? Or should I install RT from source on a fresh server
> > then export/import database and configuration data from my old 3.8.7
> > to the new 4.0.x installation?
> 
> I'm not sure how Ubuntu layouts RT's files in the system, but probably it
> uses perl's library paths for RT libs and this for sure would conflict
> with RT 4.0.

No, they don't use the default library paths.

> And they should be isolated from each other, especially libs. In this case it's
> much harder to install RT4.0 and RT 3.8 on the same system and point them
> to different DBs, so you can test upgrade.
> 
> You have at least two options:
> 
> 1) use deb packages from newer ubuntu versions. I'm not an ubuntu user
> to estimate effort here. However, in this case you can quickly
> recover DB from backup and swap back packages.

RT3.8 and RT4 can be installed alongside each other using the Debian
packages. The best option for RT 4 in Ubuntu using the packages is to
upgrade to 11.10 where they are already available.

I believe RT3.8 is also available on 11.10.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From kirby at umbc.edu  Mon Dec 12 15:13:07 2011
From: kirby at umbc.edu (Joe Kirby)
Date: Mon, 12 Dec 2011 15:13:07 -0500
Subject: [rt-users] Help with Attachment for correspondence
Message-ID: <1FA6C674-80C6-4E36-9CD9-58CBD8B0DE03@umbc.edu>

We have RT Reply setup to send ticket info to the user in addition to the content.

I have been requested to also include attachments when corresponding so that someone does not have to actually bring up the ticket to view the attachment but can look at the email generated by RT for the correspondence including any attachment(s) 

I have research several areas in the wiki with no luck.

Is this possible and if so can you share the code or template

Thanks

Joe


Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/oit 
Administration 627
Office - 410-455-3020 
Email - kirby at umbc.edu

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From falcone at bestpractical.com  Mon Dec 12 15:48:32 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 12 Dec 2011 15:48:32 -0500
Subject: [rt-users] Help with Attachment for correspondence
In-Reply-To: <1FA6C674-80C6-4E36-9CD9-58CBD8B0DE03@umbc.edu>
References: <1FA6C674-80C6-4E36-9CD9-58CBD8B0DE03@umbc.edu>
Message-ID: <20111212204832.GH9885@jibsheet.com>

On Mon, Dec 12, 2011 at 03:13:07PM -0500, Joe Kirby wrote:
>    We have RT Reply setup to send ticket info to the user in addition to the content.
>    I have been requested to also include attachments when corresponding so that someone does not
>    have to actually bring up the ticket to view the attachment but can look at the email
>    generated by RT for the correspondence including any attachment(s)
>    I have research several areas in the wiki with no luck.
>    Is this possible and if so can you share the code or template

Sounds like you removed RT-Attach-Message: Yes from your
Correspondence templates.  It ships with the default RT install.

-kevin
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From jblaine at kickflop.net  Mon Dec 12 15:53:24 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 12 Dec 2011 15:53:24 -0500
Subject: [rt-users] How to get Started field in TSV output?
Message-ID: <4EE669C4.2090803@kickflop.net>

The TSV output does not contain "Started" by default,
nor when "Started" is specifically added to the
field list for formatting of the search results.

How can I get "Started" in the TSV output (and ultimately
then in the Extension-XLS output)?


From falcone at bestpractical.com  Mon Dec 12 16:14:36 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 12 Dec 2011 16:14:36 -0500
Subject: [rt-users] How to get Started field in TSV output?
In-Reply-To: <4EE669C4.2090803@kickflop.net>
References: <4EE669C4.2090803@kickflop.net>
Message-ID: <20111212211436.GI9885@jibsheet.com>

On Mon, Dec 12, 2011 at 03:53:24PM -0500, Jeff Blaine wrote:
> The TSV output does not contain "Started" by default,
> nor when "Started" is specifically added to the
> field list for formatting of the search results.
> 
> How can I get "Started" in the TSV output (and ultimately
> then in the Extension-XLS output)?

This should work out-of-the-box in 4.0.

There was an extension for 3.8, but I can't recall the name right now.

-kevin
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From gerard at eve-team.com  Tue Dec 13 06:37:14 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Tue, 13 Dec 2011 12:37:14 +0100
Subject: [rt-users] CF Link values
In-Reply-To: <4EE0D824.7010201@eve-team.com>
References: <4EDFAC38.1020208@eve-team.com>
	<CAMOxC8t5M=r_XuCOtKOyBxTh5r7sTmZtQQL64Fpxz4vmdS3W8g@mail.gmail.com>
	<4EE0C5B0.2090105@eve-team.com>
	<CAMOxC8tX6qcN+WCnPN7ScDm2aaK1Lf4Po=mmV5PAyvmRs8KCKg@mail.gmail.com>
	<4EE0D824.7010201@eve-team.com>
Message-ID: <4EE738EA.1060305@eve-team.com>

This was sent to Ruslan only by mistake.
Resending to the list for others to see.
Gerard

On 2011-12-08 16:30, Gerard FENELON wrote:
> Thanks Ruslan
> finally I used "AllowEncodedSlashes On" on the destiantion server
> Gerard
>
> On 2011-12-08 15:48, Ruslan Zakirov wrote:
>> On Thu, Dec 8, 2011 at 18:12, Gerard FENELON<gerard at eve-team.com>  
>> wrote:
>>> is it safe to change
>>>     CustomField =>  { value =>  sub { $_[0]->Content }, escape =>  1 },
>>> to
>>>     CustomField =>  { value =>  sub { $_[0]->Content } },
>>> in _FillInTemplateURL ?
>> Only if you know what you're doing.
>>
>>> Or should I change
>>>     $ref =~ s/([^a-zA-Z0-9_.!~*'()-])/uc sprintf("%%%02X", ord($1))/eg;
>>> to
>>>     $ref =~ s/([^a-zA-Z0-9_.!~*'()\/-])/uc sprintf("%%%02X", 
>>> ord($1))/eg;
>>> in RT::Interface::Web::EscapeURI ?
>> No, you shouldn't.



From dgarcia at cesca.cat  Tue Dec 13 09:05:25 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Tue, 13 Dec 2011 15:05:25 +0100
Subject: [rt-users] A little question about Approval
In-Reply-To: <4EE640CE.9090106@cesca.cat>
References: <4EE6356D.1010307@cesca.cat> <4EE640CE.9090106@cesca.cat>
Message-ID: <4EE75BA5.3030309@cesca.cat>

On 12/12/11 18:58, Daniel Garcia Mejia wrote:
> Then you can define the following workflow?
>
> 1.-Create a ticket in a queue.
> 2.-Automatically pass this ticket to queue '__Approvals' that it is 
> necessary to approve some users.
> 3.-When the ticket is approved by the some users, that the ticket go 
> to another queue differently.
>
> Is it possible?
>
> THANKS!!:)
>
> On 12/12/11 18:10, Daniel Garcia Mejia wrote:
>> Hi,
>>
>> I have a question about creating approvals in RT.  I don't understand 
>> how it worksApprovals. Is to define a template 'Queue: ___Approvals' 
>> in a queue where we want to implement the Approval?
>> Conceptually, 'Approval' is a separate queue where we send tickets 
>> that must be approved prior to solving them? What is the difference 
>> then with the concept of parent-child ticket? (because I can not see 
>> the difference between Approval and parent-child ticket)
>>
>> Thanks!!
>>
>>
>>
>> -- 
>> .......................................................................
>>          __
>>         / /       Daniel Garc?a Mej?a
>>   C E / S / C A   Portals i Repositoris
>>       /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya
>>
>>   Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
>>   T. (NULL) - F.  93 205 6979 -dgarcia at cesca.cat
>> .......................................................................
>
>
> -- 
> .......................................................................
>          __
>         / /       Daniel Garc?a Mej?a
>   C E / S / C A   Portals i Repositoris
>       /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya
>
>   Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
>   T. (NULL) - F.  93 205 6979 -dgarcia at cesca.cat
> .......................................................................

Thanks Kevin! I answer some question, please read if you have time, 
thank you!


1.- What is it you want to use RT for?

I'm working in a company that provides services to various clients and 
want to implement the new version of RT (currently have 3.6).
Naturally, the company has different departments but now I'm trying to 
implement a specified workflow.


2.- How many user will be making requests?
This 'workflow' consists of 3 types of users:
     A.- User A can accept tickets that create the user B.
     B.- User B can accept user C.
     C.- User C can not accept tickets.


How many steps in your flow do you envision and what are they for?

This 'workflow' consists of the following steps:
1.-For example User B creates a ticket in a queue 'Example1'.
2.-Automatically, the ticket going to have to be approved by a user C.
3.-When the user has accepted the ticket C User B, it passes to another 
queue ticket 'Example2' with status 'resolved'.

Is that possible?




3.-Who will work on the tickets in these steps and how many of THEM are 
there?

In the above example, we see that type of ticket that intervened User B 
and C, user A has not intervened as it interacts with B Only


THANKS!!!

Best regards!

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................

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From falcone at bestpractical.com  Tue Dec 13 09:42:11 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 13 Dec 2011 09:42:11 -0500
Subject: [rt-users] A little question about Approval
In-Reply-To: <4EE75BA5.3030309@cesca.cat>
References: <4EE6356D.1010307@cesca.cat> <4EE640CE.9090106@cesca.cat>
	<4EE75BA5.3030309@cesca.cat>
Message-ID: <20111213144211.GJ9885@jibsheet.com>

On Tue, Dec 13, 2011 at 03:05:25PM +0100, Daniel Garcia Mejia wrote:
> How many steps in your flow do you envision and what are they for?
> 
> This 'workflow' consists of the following steps:
> 1.-For example User B creates a ticket in a queue 'Example1'.
> 2.-Automatically, the ticket going to have to be approved by a user C.
> 3.-When the user has accepted the ticket C User B, it passes to
> another queue ticket 'Example2' with status 'resolved'.

You have an On Create Scrip in Example1 that creates the ___Approvals
ticket and a Scrip in Approvals or in Example1 (depending on how you
want to write the condition) that moves the ticket to Example2 and
changes the status.

I'm not able to write out all the code required for this, but I
believe you already have access to the code examples from a training
that contain the first half of this.

-kevin
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From rbackman at georgefox.edu  Tue Dec 13 15:28:35 2011
From: rbackman at georgefox.edu (Ryan Backman)
Date: Tue, 13 Dec 2011 12:28:35 -0800
Subject: [rt-users] ExternalAuth Installed but not working
Message-ID: <CAJ5h9+HJi+gETjoUnFZ9wynyDp+UWG8XmUFCJPzOZeuiC_hvdA@mail.gmail.com>

Here's a twist on my inability to get ExternalAuth to log.  I've started
developing some scripts using the REST API and I found that I will get
ExternalAuth debug information when I am creating a user.

Nice, verbose, wonderful debug information.

Unfortunatly, login attempts still only report the success or failure of
web.pm.

Any ideas?

=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
503.554.2576
=+=+=+=+=+=+=+=+=+
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From falcone at bestpractical.com  Tue Dec 13 15:34:24 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 13 Dec 2011 15:34:24 -0500
Subject: [rt-users] ExternalAuth Installed but not working
In-Reply-To: <CAJ5h9+HJi+gETjoUnFZ9wynyDp+UWG8XmUFCJPzOZeuiC_hvdA@mail.gmail.com>
References: <CAJ5h9+FxHEHGbczFxfZM-5XO8-HvyT1FaP3OouNz86FN6Qz5yA@mail.gmail.com>
	<CAJ5h9+HJi+gETjoUnFZ9wynyDp+UWG8XmUFCJPzOZeuiC_hvdA@mail.gmail.com>
Message-ID: <20111213203424.GK9885@jibsheet.com>

On Tue, Dec 13, 2011 at 12:28:35PM -0800, Ryan Backman wrote:
>    Here's a twist on my inability to get ExternalAuth to log. I've started developing some
>    scripts using the REST API and I found that I will get ExternalAuth debug information when I
>    am creating a user.
>    Nice, verbose, wonderful debug information.
>    Unfortunatly, login attempts still only report the success or failure of [1]web.pm.
>    Any ideas?

Your thread never seemed to contain an RT version and an
RT-Authen-ExternalAuth version.  If you provided those and I missed
them, I'm sorry.  Without them, I'd be guessing blindly about your
problem.

-kevin
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From rbackman at georgefox.edu  Tue Dec 13 15:46:00 2011
From: rbackman at georgefox.edu (Ryan Backman)
Date: Tue, 13 Dec 2011 12:46:00 -0800
Subject: [rt-users] User Custom Fields and REST
Message-ID: <CAJ5h9+Hrc+qiD7gQsKH-tenCm664KAU_FWSj3_6mZV_YTgE+Sg@mail.gmail.com>

Anyone have any experience reading and writing to user custom fields
through the REST API.  I can create and read everything but custom fields.

I'm posting to  <server>/REST/1.0/user/new/edit with the following:

id: new
email: jsmith at georgefox.edu
name: jsmith
CF-Emplid: 1190885

The user is successfully created, but the Emplid Custom Field is blank.
 I'm connecting as root and can see/edit the field through the web.

=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
503.554.2576
=+=+=+=+=+=+=+=+=+
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From rbackman at georgefox.edu  Tue Dec 13 15:52:48 2011
From: rbackman at georgefox.edu (Ryan Backman)
Date: Tue, 13 Dec 2011 12:52:48 -0800
Subject: [rt-users]  ExternalAuth Installed but not working
Message-ID: <CAJ5h9+GvFKtvGNLYrEoRBjqx+ubt8w_6A2EueXC+kmcHfAJDpw@mail.gmail.com>

Oops!  I'm running RT 3.8.7 with ExternalAuth 0.0.9

=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
503.554.2576
=+=+=+=+=+=+=+=+=+>

> Your thread never seemed to contain an RT version and an
> RT-Authen-ExternalAuth version.  If you provided those and I missed
> them, I'm sorry.  Without them, I'd be guessing blindly about your
> problem.


From ktm at rice.edu  Tue Dec 13 16:00:00 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 13 Dec 2011 15:00:00 -0600
Subject: [rt-users] User Custom Fields and REST
In-Reply-To: <CAJ5h9+Hrc+qiD7gQsKH-tenCm664KAU_FWSj3_6mZV_YTgE+Sg@mail.gmail.com>
References: <CAJ5h9+Hrc+qiD7gQsKH-tenCm664KAU_FWSj3_6mZV_YTgE+Sg@mail.gmail.com>
Message-ID: <20111213210000.GC28286@staff-mud-56-27.rice.edu>

On Tue, Dec 13, 2011 at 12:46:00PM -0800, Ryan Backman wrote:
> Anyone have any experience reading and writing to user custom fields
> through the REST API.  I can create and read everything but custom fields.
> 
> I'm posting to  <server>/REST/1.0/user/new/edit with the following:
> 
> id: new
> email: jsmith at georgefox.edu
> name: jsmith
> CF-Emplid: 1190885
> 
> The user is successfully created, but the Emplid Custom Field is blank.
>  I'm connecting as root and can see/edit the field through the web.
> 

Hi Ryan,

I do not think that the REST piece for working with user custom
fields has been written.

Cheers,
Ken


From ram0502 at gmail.com  Tue Dec 13 17:50:57 2011
From: ram0502 at gmail.com (Ram Moskovitz)
Date: Tue, 13 Dec 2011 14:50:57 -0800
Subject: [rt-users] Upgrade path from 4.0.2 - 4.0.4
Message-ID: <CAAipLxGsLnPkxgrf9S0gnZ53DoDC3LvUSgbk4G+3Magdsc4aVA@mail.gmail.com>

Looking for a 'yep'.

Looks like the upgrade path is going to be pretty painless - nothing in
docs/UPGRADE* applies so my steps are:
backup rt installation
untar to tmp
./configure   #using the same options I used for my initial clean install
of 4.0.2
make testdeps
make fixdeps
repeat make testdeps and make fixdeps until make testdeps is happy
compare generated /tmp/rt-4.0.4/etc/RT_Config with my live one
Stop web-server
backup DB
make upgrade
make upgrade-database #won't do anything but I'll run it anyway
rm -fr /opt/rt4/var/mason_data/obj   #Clear mason cache
compare etc/RT_SiteConfig with the one backed up at the start of this
process
Start web-server
# Win!

This largely what the README suggests.

Does this sound right? Any gotchas I should look for? Steps I can skip?
thanks
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From rbackman at georgefox.edu  Tue Dec 13 19:27:06 2011
From: rbackman at georgefox.edu (Ryan Backman)
Date: Tue, 13 Dec 2011 16:27:06 -0800
Subject: [rt-users] User Custom Fields and REST
Message-ID: <CAJ5h9+GxYJvcuuSOxsKL1D-9AbKiskNfXSSnQznYvNvv0QG8_A@mail.gmail.com>

Looking at the database, it would be a simply SQL statement to insert the
desired value into the user custom field... Do I need to be aware of
anything before I start directly inserting into the RT tables?

=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
503.554.2576
=+=+=+=+=+=+=+=+=+
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From falcone at bestpractical.com  Tue Dec 13 21:39:59 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 13 Dec 2011 21:39:59 -0500
Subject: [rt-users] User Custom Fields and REST
In-Reply-To: <CAJ5h9+GxYJvcuuSOxsKL1D-9AbKiskNfXSSnQznYvNvv0QG8_A@mail.gmail.com>
References: <CAJ5h9+GxYJvcuuSOxsKL1D-9AbKiskNfXSSnQznYvNvv0QG8_A@mail.gmail.com>
Message-ID: <20111214023959.GL9885@jibsheet.com>

On Tue, Dec 13, 2011 at 04:27:06PM -0800, Ryan Backman wrote:
>    Looking at the database, it would be a simply SQL statement to insert the desired value into
>    the user custom field... Do I need to be aware of anything before I start directly inserting
>    into the RT tables?

That's recommended against.
If you have DB access, then you probably have access to the Perl API
which is much more powerful than the REST API anyway.

-kevin
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From ruz at bestpractical.com  Wed Dec 14 06:41:12 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 14 Dec 2011 15:41:12 +0400
Subject: [rt-users] Upgrade path from 4.0.2 - 4.0.4
In-Reply-To: <CAAipLxGsLnPkxgrf9S0gnZ53DoDC3LvUSgbk4G+3Magdsc4aVA@mail.gmail.com>
References: <CAAipLxGsLnPkxgrf9S0gnZ53DoDC3LvUSgbk4G+3Magdsc4aVA@mail.gmail.com>
Message-ID: <CAMOxC8uZmQARQ_ApR3kYEXHq3F+ouyAkGLepqz=sSGS-WTe5Lw@mail.gmail.com>

On Wed, Dec 14, 2011 at 02:50, Ram Moskovitz <ram0502 at gmail.com> wrote:
> Looking for a 'yep'.
>
> Looks like the upgrade path is going to be pretty painless - nothing in
> docs/UPGRADE* applies so my steps are:
> backup rt installation
> untar to tmp
> ./configure ? #using the same options I used for my initial clean install of
> 4.0.2
> make testdeps
> make fixdeps
> repeat make testdeps and make fixdeps until make testdeps is happy
> compare generated /tmp/rt-4.0.4/etc/RT_Config with my live one
> Stop web-server
> backup DB
> make upgrade
> make upgrade-database #won't do anything but I'll run it anyway
> rm -fr /opt/rt4/var/mason_data/obj ? #Clear mason cache
> compare etc/RT_SiteConfig with the one backed up at the start of this
> process
> Start web-server
> # Win!
>
> This largely what the README suggests.
>
> Does this sound right? Any gotchas I should look for? Steps I can skip?

Everything is right. In stable series:

* we don't bump required versions of dependencies unless there is a bug
* we don't bring new dependencies
* we try to avoid database schema changes

There is always a place for an exception, so it's not recommended to
skip steps. If it's a "normal" release then most steps would be very
fast.

> thanks
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From kirby at umbc.edu  Wed Dec 14 08:02:29 2011
From: kirby at umbc.edu (Joe Kirby)
Date: Wed, 14 Dec 2011 08:02:29 -0500
Subject: [rt-users] Help with Attachment for correspondence
Message-ID: <ADFF4EE2-8C1A-4245-A75B-7093F91A76A9@umbc.edu>

Thank you. Although I did have RT-Attach-Message: Yes in the Template I added a Subject line in front of it and I now know that had an impact

Thank you again

Joe

Message: 9
Date: Mon, 12 Dec 2011 15:48:32 -0500
From: Kevin Falcone <falcone at bestpractical.com>
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Help with Attachment for correspondence
Message-ID: <20111212204832.GH9885 at jibsheet.com>
Content-Type: text/plain; charset="us-ascii"

On Mon, Dec 12, 2011 at 03:13:07PM -0500, Joe Kirby wrote:
>   We have RT Reply setup to send ticket info to the user in addition to the content.
>   I have been requested to also include attachments when corresponding so that someone does not
>   have to actually bring up the ticket to view the attachment but can look at the email
>   generated by RT for the correspondence including any attachment(s)
>   I have research several areas in the wiki with no luck.
>   Is this possible and if so can you share the code or template

Sounds like you removed RT-Attach-Message: Yes from your
Correspondence templates.  It ships with the default RT install.

-kevin
Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/oit 
Administration 627
Office - 410-455-3020 
Email - kirby at umbc.edu

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From dgarcia at cesca.cat  Wed Dec 14 08:43:02 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Wed, 14 Dec 2011 14:43:02 +0100
Subject: [rt-users]  Error with ticket status change
Message-ID: <4EE8A7E6.9080208@cesca.cat>

Hi,

I have a problem when I want to change the ticket status from 'open' to 
'resolve'.
The idea is:

1.-I create a ticket in a queue and his approval. The ticket status at 
now is 'pending of approval'.
2.-I accepted approval, so the ticket status change from 'pending' to 
'open'.
3.-At this moment, when ticket status is 'OPEN', I want to automatically 
switch to 'SOLVED'

I have problems with STEP 3, because I create the next action and 
DOESN'T work :(
The action is:

Condition: 'When change the status'
Action: 'Notify the owner'
Template: 'Global template:Resolve'
Phase: Disabled

I suppose that 'Global template:Resolve' change the status of the ticket 
when the ticket change the status.

Why don't work? If it does not work with this configuration, there is 
some simple way to switch to 'solved' when you change the ticket status?

THANKS!!:)

Best regards!

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From ruz at bestpractical.com  Wed Dec 14 09:09:59 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 14 Dec 2011 18:09:59 +0400
Subject: [rt-users] Error with ticket status change
In-Reply-To: <4EE8A7E6.9080208@cesca.cat>
References: <4EE8A7E6.9080208@cesca.cat>
Message-ID: <CAMOxC8u1f6u_6jga+heO4DdXhM4QzsZeG21i1ucYG0VpsFz35g@mail.gmail.com>

On Wed, Dec 14, 2011 at 17:43, Daniel Garcia Mejia <dgarcia at cesca.cat> wrote:
> Phase: Disabled

Your scrip is disabled.


-- 
Best regards, Ruslan.


From dgarcia at cesca.cat  Wed Dec 14 09:21:27 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Wed, 14 Dec 2011 15:21:27 +0100
Subject: [rt-users] Error with ticket status change
In-Reply-To: <CAMOxC8u1f6u_6jga+heO4DdXhM4QzsZeG21i1ucYG0VpsFz35g@mail.gmail.com>
References: <4EE8A7E6.9080208@cesca.cat>
	<CAMOxC8u1f6u_6jga+heO4DdXhM4QzsZeG21i1ucYG0VpsFz35g@mail.gmail.com>
Message-ID: <4EE8B0E7.202@cesca.cat>

On 14/12/11 15:09, Ruslan Zakirov wrote:
> On Wed, Dec 14, 2011 at 17:43, Daniel Garcia Mejia<dgarcia at cesca.cat>  wrote:
>> Phase: Disabled
> Your scrip is disabled.
>
>

I put 'TransactionCreate' on the phase but the ticket status (not the 
approval, the original) pass from 'pending' to 'open' but NO 'open' to 
'resolve'. What i'm doing wrong?

Thanks!



-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From ruz at bestpractical.com  Wed Dec 14 09:31:41 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 14 Dec 2011 18:31:41 +0400
Subject: [rt-users] Error with ticket status change
In-Reply-To: <4EE8A7E6.9080208@cesca.cat>
References: <4EE8A7E6.9080208@cesca.cat>
Message-ID: <CAMOxC8ubXcNfguzoEYp4t5AYrCw2_p3jFq+=J66zu9QC3LYbWw@mail.gmail.com>

On Wed, Dec 14, 2011 at 17:43, Daniel Garcia Mejia <dgarcia at cesca.cat> wrote:
> I suppose that 'Global template:Resolve' change the status of the ticket
> when the ticket change the status.

You suppose wrong. Templates don't and shouldn't change objects. It's
job for scrips' actions and you need one that changes status.

-- 
Best regards, Ruslan.


From jblaine at kickflop.net  Wed Dec 14 09:33:25 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 14 Dec 2011 09:33:25 -0500
Subject: [rt-users] How to get Started field in TSV output?
In-Reply-To: <20111212211436.GI9885@jibsheet.com>
References: <4EE669C4.2090803@kickflop.net>
	<20111212211436.GI9885@jibsheet.com>
Message-ID: <4EE8B3B5.1020509@kickflop.net>

On 12/12/2011 4:14 PM, Kevin Falcone wrote:
> On Mon, Dec 12, 2011 at 03:53:24PM -0500, Jeff Blaine wrote:
>> The TSV output does not contain "Started" by default,
>> nor when "Started" is specifically added to the
>> field list for formatting of the search results.
>>
>> How can I get "Started" in the TSV output (and ultimately
>> then in the Extension-XLS output)?
>
> This should work out-of-the-box in 4.0.
>
> There was an extension for 3.8, but I can't recall the name right now.

Found it:

http://requesttracker.wikia.com/wiki/SpreadsheetDisplayedFields

Not so much an "extension" ;)

diff output + a new file, stuck in the wiki.  I'll take
what I can get!


From aperotti at cutaway.it  Wed Dec 14 11:53:20 2011
From: aperotti at cutaway.it (Andrea Perotti)
Date: Wed, 14 Dec 2011 17:53:20 +0100
Subject: [rt-users] User cannot see the ticket in a particular queue but it
 has all the rights to do it
Message-ID: <4EE8D480.7060704@cutaway.it>

Hi
	I'm experiencing a weird applicative problem with my RT instance
(3.8.8) running on debian 5.0, db is a MySql 5.5 on another host.

I've added an user to a group, and this group is allowed to see a
specific queue, edit tickets and so on.

Well everybody can do that, except one specific user.

Once added that one in this group, he has been able to see the queue, if
he open a link to a specific ticket he can see it, but a simple search
on that queue show the complete interface, it shows the right numbers of
tickets, but *0 row ticket* are shown... (see jpeg attached)


Checking in the logs I've found something strange :

This is the output when user login (there's a saved search on the user
dashboard) :

[Wed Dec 14 10:21:38 2011] [warning]: DBD::mysql::st execute failed: You
have an error in your SQL syntax; check the manual that corresponds to
your MySQL server version for the right syntax to use near ') ASC,
MIN(main.id) ASC  LIMIT 40' at line 1 at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
[Wed Dec 14 10:21:38 2011] [warning]: RT::Handle=HASH(0xba3d1a8)
couldn't execute the query 'SELECT main.* FROM Tickets main JOIN Groups
Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type
= 'AdminCc' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id ) LEFT JOIN Users Users_3  ON
( Users_3.id = CachedGroupMembers_2.MemberId )  WHERE (main.Status !=
'deleted') AND (main.Status != 'resolved' AND main.Status != 'rejected'
AND main.Queue = '93') AND (main.Type = 'ticket') AND (main.EffectiveId
= main.id)  GROUP BY main.id  ORDER BY MIN(Users_3.EmailAddress) ASC,
MAX(main.FinalPriority) DESC, MIN(main.) ASC, MIN(main.id) ASC  LIMIT
40' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522

DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xba3d1a8)',
'SELECT main.* FROM Tickets main JOIN Groups Groups_1  ON ( Gr...')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 236
        DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xa3ec670)')
called at /usr/local/rt/bin/../lib/RT/SearchBuilder.pm line 334
        RT::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xa3ec670)')
called at /usr/local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2853
        RT::Tickets::_DoSearch('RT::Tickets=HASH(0xa3ec670)') called at
/usr/share/perl5/DBIx/SearchBuilder.pm line 504
        DBIx::SearchBuilder::Next('RT::Tickets=HASH(0xa3ec670)') called
at /usr/local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2825
        RT::Tickets::Next('RT::Tickets=HASH(0xa3ec670)') called at
/usr/local/rt-3.8.8/share/html/Elements/CollectionList line 124
        HTML::Mason::Commands::__ANON__('hideable', 1, 'Order',
'ASC|DESC|ASC|ASC', 'Query', 'Status != \'resolved\' AND Status !=
\'rejected\' AND Queue =...', 'Rows', 40, 'SearchType', ...) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbfb2d68)',
'hideable', 1, 'Order', 'ASC|DESC|ASC|ASC', 'Query', 'Status !=
\'resolved\' AND Status != \'rejected\' AND Queue =...', 'Rows', 40,
...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, 'hideable', 1, 'Order',
'ASC|DESC|ASC|ASC', 'Query', 'Status != \'resolved\' AND Status !=
\'rejected\' AND Queue =...', 'Rows', ...) called at
/usr/local/rt-3.8.8/share/html/Elements/ShowSearch line 54
        HTML::Mason::Commands::__ANON__() called at
/usr/share/perl5/HTML/Mason/Request.pm line 1351
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1351

HTML::Mason::Request::content('RT::Interface::Web::Request=HASH(0xbb37cd0)')
called at /usr/local/rt-3.8.8/share/html/Widgets/TitleBox line 51
        HTML::Mason::Commands::__ANON__('title', 'c biz', 'title_href',
'/Search/Results.html?Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%...',
'titleright', 'Modifica', 'titleright_href',
'/Search/Build.html?SavedSearchLoad=RT%3A%3AUser-38157-SavedSe...',
'hideable', ...) called at /usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbfa8d98)',
'title', 'c biz', 'title_href',
'/Search/Results.html?Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%...',
'titleright', 'Modifica', 'titleright_href',
'/Search/Build.html?SavedSearchLoad=RT%3A%3AUser-38157-SavedSe...', ...)
called at /usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, undef, 'title', 'c
biz', 'title_href',
'/Search/Results.html?Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%...',
'titleright', 'Modifica', ...) called at
/usr/local/rt-3.8.8/share/html/Elements/ShowSearch line 55
        HTML::Mason::Commands::__ANON__('SavedSearch',
'RT::User-38157-SavedSearch-9002', 'Override', 'HASH(0x9e1f448)',
'IgnoreMissing', 1) called at /usr/share/perl5/HTML/Mason/Component.pm
line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e25710)',
'SavedSearch', 'RT::User-38157-SavedSearch-9002', 'Override',
'HASH(0x9e1f448)', 'IgnoreMissing', 1) called at
/usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, 'SavedSearch',
'RT::User-38157-SavedSearch-9002', 'Override', 'HASH(0x9e1f448)',
'IgnoreMissing', 1) called at
/usr/local/rt-3.8.8/share/html/Elements/MyRT line 97
        HTML::Mason::Commands::__ANON__('HASH(0x9e1f258)') called at
/usr/local/rt-3.8.8/share/html/Elements/MyRT line 53
        HTML::Mason::Commands::__ANON__() called at
/usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e1bee8)')
called at /usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef) called at
/usr/local/rt-3.8.8/share/html/index.html line 86
        HTML::Mason::Commands::__ANON__('pass', '******', 'user',
'fvilla') called at /usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb76eaf8)',
'pass', '*******', 'user', 'fvilla') called at
/usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, undef, 'pass',
'*********', 'user', 'fvilla') called at
/usr/local/rt/bin/../local/lib/RT/Interface/Web.pm line 320
        RT::Interface::Web::ShowRequestedPage('HASH(0xbb36ed8)') called
at /usr/local/rt/bin/../local/lib/RT/Interface/Web.pm line 224
        RT::Interface::Web::HandleRequest('HASH(0xbb36ed8)') called at
/usr/local/rt-3.8.8/share/html/autohandler line 53
        HTML::Mason::Commands::__ANON__('pass', '*********', 'user',
'fvilla') called at /usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa2a3fc0)',
'pass', '*********', 'user', 'fvilla') called at
/usr/share/perl5/HTML/Mason/Request.pm line 1273
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, undef, 'pass',
'*********', 'user', 'fvilla') called at
/usr/share/perl5/HTML/Mason/Request.pm line 467
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 467
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 419

HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xbb37cd0)') called
at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165

HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xbb37cd0)')
called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 831

HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xbb1c630)',
'Apache2::RequestRec=SCALAR(0xbb4b730)') called at
/usr/local/rt/bin/webmux.pl line 78
        eval {...} called at /usr/local/rt/bin/webmux.pl line 78
        RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbb4b730)')
called at -e line 0
        eval {...} called at -e line 0 (/usr/share/perl/5.10/Carp.pm:47)


And this is the error when is executed the search (show all ticket in
the queue)

[Wed Dec 14 16:38:34 2011] [warning]: DBD::mysql::st execute failed: You
have an error in your SQL syntax; check the manual that corresponds to
your MySQL server version for the right syntax to use near ') ASC,
MIN(main.id) ASC  LIMIT 100' at line 1 at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
[Wed Dec 14 16:38:34 2011] [warning]: RT::Handle=HASH(0xba3d1a8)
couldn't execute the query 'SELECT main.* FROM Tickets main JOIN Groups
Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type
= 'AdminCc' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id ) LEFT JOIN Users Users_3  ON
( Users_3.id = CachedGroupMembers_2.MemberId )  WHERE (main.Status !=
'deleted') AND (main.Status != 'resolved' AND main.Status != 'rejected'
AND main.Queue = '93') AND (main.Type = 'ticket') AND (main.EffectiveId
= main.id)  GROUP BY main.id  ORDER BY MIN(Users_3.EmailAddress) ASC,
MAX(main.FinalPriority) DESC, MIN(main.) ASC, MIN(main.id) ASC  LIMIT
100' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522

DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xba3d1a8)',
'SELECT main.* FROM Tickets main JOIN Groups Groups_1  ON ( Gr...')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 236
        DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xab957c0)')
called at /usr/local/rt/bin/../lib/RT/SearchBuilder.pm line 334
        RT::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xab957c0)')
called at /usr/local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2853
        RT::Tickets::_DoSearch('RT::Tickets=HASH(0xab957c0)') called at
/usr/share/perl5/DBIx/SearchBuilder.pm line 504
        DBIx::SearchBuilder::Next('RT::Tickets=HASH(0xab957c0)') called
at /usr/local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2825
        RT::Tickets::Next('RT::Tickets=HASH(0xab957c0)') called at
/usr/local/rt-3.8.8/share/html/Elements/CollectionList line 124
        HTML::Mason::Commands::__ANON__('Query', 'Status != \'resolved\'
AND Status != \'rejected\' AND Queue =...', 'AllowSorting', 1,
'OrderBy', 'AdminCc.EmailAddress|FinalPriority||id', 'Order',
'ASC|DESC|ASC|ASC', 'Rows', ...) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9dfb7b0)',
'Query', 'Status != \'resolved\' AND Status != \'rejected\' AND Queue
=...', 'AllowSorting', 1, 'OrderBy',
'AdminCc.EmailAddress|FinalPriority||id', 'Order', 'ASC|DESC|ASC|ASC',
...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, 'Query', 'Status !=
\'resolved\' AND Status != \'rejected\' AND Queue =...', 'AllowSorting',
1, 'OrderBy', 'AdminCc.EmailAddress|FinalPriority||id', 'Order', ...)
called at /usr/local/rt-3.8.8/share/html/Search/Results.html line 63
        HTML::Mason::Commands::__ANON__('Order', 'ASC|DESC|ASC|ASC',
'SavedSearchId', 'RT::User-38157-SavedSearch-9002', 'Query', 'Status !=
\'resolved\' AND Status != \'rejected\' AND Queue =...',
'SavedChartSearchId', 'new', 'OrderBy', ...) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb1e3a0)',
'Order', 'ASC|DESC|ASC|ASC', 'SavedSearchId',
'RT::User-38157-SavedSearch-9002', 'Query', 'Status != \'resolved\' AND
Status != \'rejected\' AND Queue =...', 'SavedChartSearchId', 'new',
...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, undef, 'Order',
'ASC|DESC|ASC|ASC', 'SavedSearchId', 'RT::User-38157-SavedSearch-9002',
'Query', 'Status != \'resolved\' AND Status != \'rejected\' AND Queue
=...', ...) called at /usr/local/rt/bin/../local/lib/RT/Interface/Web.pm
line 320
        RT::Interface::Web::ShowRequestedPage('HASH(0x9f15b78)') called
at /usr/local/rt/bin/../local/lib/RT/Interface/Web.pm line 224
        RT::Interface::Web::HandleRequest('HASH(0x9f15b78)') called at
/usr/local/rt-3.8.8/share/html/autohandler line 53
        HTML::Mason::Commands::__ANON__('Order', 'ASC|DESC|ASC|ASC',
'SavedSearchId', 'RT::User-38157-SavedSearch-9002', 'Query', 'Status !=
\'resolved\' AND Status != \'rejected\' AND Queue =...',
'SavedChartSearchId', 'new', 'OrderBy', ...) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbc0d5a8)',
'Order', 'ASC|DESC|ASC|ASC', 'SavedSearchId',
'RT::User-38157-SavedSearch-9002', 'Query', 'Status != \'resolved\' AND
Status != \'rejected\' AND Queue =...', 'SavedChartSearchId', 'new',
...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1273
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, undef, 'Order',
'ASC|DESC|ASC|ASC', 'SavedSearchId', 'RT::User-38157-SavedSearch-9002',
'Query', 'Status != \'resolved\' AND Status != \'rejected\' AND Queue
=...', ...) called at /usr/share/perl5/HTML/Mason/Request.pm line 467
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 467
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 419

HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x9f233a0)') called
at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165

HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x9f233a0)')
called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 831

HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xbb1c630)',
'Apache2::RequestRec=SCALAR(0x9f213a0)') called at
/usr/local/rt/bin/webmux.pl line 78
        eval {...} called at /usr/local/rt/bin/webmux.pl line 78
        RT::Mason::handler('Apache2::RequestRec=SCALAR(0x9f213a0)')
called at -e line 0
        eval {...} called at -e line 0 (/usr/share/perl/5.10/Carp.pm:47)



Do you have any idea of what could be the problem?

No other user added in this group experience these problems.


thank you for the help or hints you could give me


cheers

-- 
Andrea Perotti
System Administrator


From dgarcia at cesca.cat  Wed Dec 14 11:57:16 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Wed, 14 Dec 2011 17:57:16 +0100
Subject: [rt-users] Error with ticket status change
In-Reply-To: <CAMOxC8ubXcNfguzoEYp4t5AYrCw2_p3jFq+=J66zu9QC3LYbWw@mail.gmail.com>
References: <4EE8A7E6.9080208@cesca.cat>
	<CAMOxC8ubXcNfguzoEYp4t5AYrCw2_p3jFq+=J66zu9QC3LYbWw@mail.gmail.com>
Message-ID: <4EE8D56C.9090904@cesca.cat>

On 14/12/11 15:31, Ruslan Zakirov wrote:
> On Wed, Dec 14, 2011 at 17:43, Daniel Garcia Mejia<dgarcia at cesca.cat>  wrote:
>> I suppose that 'Global template:Resolve' change the status of the ticket
>> when the ticket change the status.
> You suppose wrong. Templates don't and shouldn't change objects. It's
> job for scrips' actions and you need one that changes status.
>
Ok, I understand you.
But I don't know where to start to program the script.
Know of any tutorial which explains it well? I have also the Book of RT. 
Besides, I think creating this script action will not be very hard not 
to? Would have the following structure?

Description: ResolveTicket

Condition: On Create
Custom condition:
Action: User Defined

Custom action preparation code: return 1;
Custom action cleanup code:

if ( $self->TicketObj->SetStatus( "open" )){
   $self->TicketObj->SetStatus( "resolved" );}
   return 1;

Template: Global template: Blank



THANKS!

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From ram0502 at gmail.com  Wed Dec 14 12:24:03 2011
From: ram0502 at gmail.com (Ram Moskovitz)
Date: Wed, 14 Dec 2011 09:24:03 -0800
Subject: [rt-users]  Upgrade path from 4.0.2 - 4.0.4
Message-ID: <CAAipLxE1Vrnd9BMKSzvGi7xmbUSBSjaqLdGFnzdXYSekQYt+RA@mail.gmail.com>

>
>
> Date: Wed, 14 Dec 2011 15:41:12 +0400
> From: Ruslan Zakirov <ruz at bestpractical.com>
> To: Ram Moskovitz <ram0502 at gmail.com>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrade path from 4.0.2 - 4.0.4
> Message-ID:
>        <CAMOxC8uZmQARQ_ApR3kYEXHq3F+ouyAkGLepqz=sSGS-WTe5Lw at mail.gmail.com
> >
> Content-Type: text/plain; charset=UTF-8
>
> On Wed, Dec 14, 2011 at 02:50, Ram Moskovitz <ram0502 at gmail.com> wrote:
> > Looking for a 'yep'.
> >
> > Looks like the upgrade path is going to be pretty painless - nothing in
> > docs/UPGRADE* applies so my steps are:
> > backup rt installation
> > untar to tmp
> > ./configure ? #using the same options I used for my initial clean
> install of
> > 4.0.2
> > make testdeps
> > make fixdeps
> > repeat make testdeps and make fixdeps until make testdeps is happy
> > compare generated /tmp/rt-4.0.4/etc/RT_Config with my live one
> > Stop web-server
> > backup DB
> > make upgrade
> > make upgrade-database #won't do anything but I'll run it anyway
> > rm -fr /opt/rt4/var/mason_data/obj ? #Clear mason cache
> > compare etc/RT_SiteConfig with the one backed up at the start of this
> > process
> > Start web-server
> > # Win!
> >
> > This largely what the README suggests.
> >
> > Does this sound right? Any gotchas I should look for? Steps I can skip?
>
> Everything is right. In stable series:
>
> * we don't bump required versions of dependencies unless there is a bug
> * we don't bring new dependencies
> * we try to avoid database schema changes
>
> There is always a place for an exception, so it's not recommended to
> skip steps. If it's a "normal" release then most steps would be very
> fast.
>
>
Thanks!
ram
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From ruz at bestpractical.com  Wed Dec 14 14:04:53 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 14 Dec 2011 23:04:53 +0400
Subject: [rt-users] Error with ticket status change
In-Reply-To: <4EE8D56C.9090904@cesca.cat>
References: <4EE8A7E6.9080208@cesca.cat>
	<CAMOxC8ubXcNfguzoEYp4t5AYrCw2_p3jFq+=J66zu9QC3LYbWw@mail.gmail.com>
	<4EE8D56C.9090904@cesca.cat>
Message-ID: <CAMOxC8vuDkhcp2HACdi4TaRk0_j2T0u39LC2egv-z0KwgVj7gQ@mail.gmail.com>

Hi,

WritingCustomActions on the wiki may give you point to start.

On Wed, Dec 14, 2011 at 20:57, Daniel Garcia Mejia <dgarcia at cesca.cat> wrote:
> On 14/12/11 15:31, Ruslan Zakirov wrote:
>>
>> On Wed, Dec 14, 2011 at 17:43, Daniel Garcia Mejia<dgarcia at cesca.cat>
>> ?wrote:
>>>
>>> I suppose that 'Global template:Resolve' change the status of the ticket
>>> when the ticket change the status.
>>
>> You suppose wrong. Templates don't and shouldn't change objects. It's
>> job for scrips' actions and you need one that changes status.
>>
> Ok, I understand you.
> But I don't know where to start to program the script.
> Know of any tutorial which explains it well? I have also the Book of RT.
> Besides, I think creating this script action will not be very hard not to?
> Would have the following structure?
>
> Description: ResolveTicket
>
> Condition: On Create
> Custom condition:
> Action: User Defined
>
> Custom action preparation code: return 1;
> Custom action cleanup code:
>
> if ( $self->TicketObj->SetStatus( "open" )){
> ?$self->TicketObj->SetStatus( "resolved" );}
> ?return 1;
>
> Template: Global template: Blank
>
>
>
> THANKS!
>
>
> --
> .......................................................................
> ? ? ? ?__
> ? ? ? / / ? ? ? Daniel Garc?a Mej?a
> ?C E / S / C A ? Portals i Repositoris
> ? ? /_/ ? ? ? ? Centre de Serveis Cient?fics i Acad?mics de Catalunya
>
> ?Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
> ?T. (NULL) - F. ?93 205 6979 - dgarcia at cesca.cat
> .......................................................................
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From aperotti at cutaway.it  Wed Dec 14 16:17:56 2011
From: aperotti at cutaway.it (Andrea Perotti)
Date: Wed, 14 Dec 2011 22:17:56 +0100
Subject: [rt-users] User cannot see the ticket in a particular queue but
 it has all the rights to do it
In-Reply-To: <4EE8D480.7060704@cutaway.it>
References: <4EE8D480.7060704@cutaway.it>
Message-ID: <4EE91284.1070804@cutaway.it>

Il 14/12/2011 17:53, Andrea Perotti ha scritto:
> on that queue show the complete interface, it shows the right numbers of
> tickets, but *0 row ticket* are shown... (see jpeg attached)

... here :D

-- 
Andrea Perotti
System Administrator
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From ruz at bestpractical.com  Wed Dec 14 18:22:53 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 15 Dec 2011 03:22:53 +0400
Subject: [rt-users] User cannot see the ticket in a particular queue but
 it has all the rights to do it
In-Reply-To: <4EE8D480.7060704@cutaway.it>
References: <4EE8D480.7060704@cutaway.it>
Message-ID: <CAMOxC8tfFTrh7ju9=zDpm3Z7VCQda49YBUsXd35E1PB4_GkBtA@mail.gmail.com>

On Wed, Dec 14, 2011 at 20:53, Andrea Perotti <aperotti at cutaway.it> wrote:
> Do you have any idea of what could be the problem?

Yes. OrderBy argument is incorrect or it's a bug. When RT counts
tickets it reasonably doesn't use order, so
the number is correct. Stack trace you pasted doesn't have enough
information. Screenshot of the query builder
would be helpful.

-- 
Best regards, Ruslan.


From aperotti at cutaway.it  Thu Dec 15 04:54:20 2011
From: aperotti at cutaway.it (Andrea Perotti)
Date: Thu, 15 Dec 2011 10:54:20 +0100
Subject: [rt-users] User cannot see the ticket in a particular queue but
 it has all the rights to do it
In-Reply-To: <CAMOxC8tfFTrh7ju9=zDpm3Z7VCQda49YBUsXd35E1PB4_GkBtA@mail.gmail.com>
References: <4EE8D480.7060704@cutaway.it>
	<CAMOxC8tfFTrh7ju9=zDpm3Z7VCQda49YBUsXd35E1PB4_GkBtA@mail.gmail.com>
Message-ID: <4EE9C3CC.3090502@cutaway.it>

Il 15/12/2011 00:22, Ruslan Zakirov ha scritto:
> Yes. OrderBy argument is incorrect or it's a bug.

Thank you Ruslan!!

That was exactly our problem: the saved search was sorting against:

AdminCC.EmailAddres
FinalPriority
[empty]
Code


We just placed the empty field at the bottom of the order list and voil?
everything is visible now.

User told me that he just copied an saved query, I don't know if it's a
bug, but could be nice that if in the sorting list is placed an [empty]
field in the middle, that is moved to the bottom.


cheers

-- 
Andrea Perotti
System Administrator
Cutaway S.r.l.

http://www.cutaway.it

Via Brofferio, 10
20158 - Milano
Italia
Tel +39 0236530476
Fax +39 0236532990

Via delle Dalie, 10
00058 - S. Marinella - Roma
Italia
Tel +39 0698233675
Fax +39 0236532990


From Thomas.Lau at principleone.com  Thu Dec 15 06:49:45 2011
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Thu, 15 Dec 2011 19:49:45 +0800
Subject: [rt-users] SLA due exceed monitor
Message-ID: <CD82BEB7B90BF146825130DFBE2272E80BFAB952BF@p1hkdcwx01.hk.principleone.com>

Guys, I am trying to monitor SLA due date using external tools like nagios or zabbix, but I haven't find a way to do that, we have SLA extension running for couple months now.

Anyone could give me some advice based on rt command line or mysql queue? 


----------
BlackBerry solution provided by www.principleone.com

From drey111 at gmail.com  Thu Dec 15 07:17:15 2011
From: drey111 at gmail.com (Joe Harris)
Date: Thu, 15 Dec 2011 07:17:15 -0500
Subject: [rt-users] Cross table queries - transaction
Message-ID: <7B4AE391-0999-4B00-80B6-9DBB675655C2@gmail.com>

Is there any way to build a query within RT (4.04) to query more than the ticket table?  Specifically I am trying to build a dashboard that will email users any ticket they updated yesterday. I have one that is current user and last updated is yesterday, but if someone else updates it after it doesn't show as lastupdatedby is changed. 

Any thoughts?

Sent from my iPhone

From drey111 at gmail.com  Thu Dec 15 07:21:53 2011
From: drey111 at gmail.com (Joe Harris)
Date: Thu, 15 Dec 2011 07:21:53 -0500
Subject: [rt-users] Fwd: Cross table queries - transaction
References: <7B4AE391-0999-4B00-80B6-9DBB675655C2@gmail.com>
Message-ID: <C91BC42C-69FF-44BC-A283-1F9705772EDE@gmail.com>

> Is there any way to build a query within RT (4.04) to query more than the ticket table?  Specifically I am trying to build a dashboard that will email users any ticket they updated yesterday. I have one that is current user and last updated is yesterday, but if someone else updates it after it doesn't show as lastupdatedby is changed. 
> 
> Any thoughts?
> 
> Sent from my iPhone


From dale.poulter at Vanderbilt.Edu  Thu Dec 15 08:32:56 2011
From: dale.poulter at Vanderbilt.Edu (Poulter,   Dale)
Date: Thu, 15 Dec 2011 07:32:56 -0600
Subject: [rt-users] Sphinx fulltext index v4.0.4
Message-ID: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu>

Greetings,

We are testing an upgrade to version 4.0.4 from 3.8.7.  The upgrade went fine and we are able to view, submit, edit, etc.  We also want to implement the fulltext index using sphinx.  We have compiled sphinx, added it to mysql as a plugin and successfully ran the sbin/rt-setup-fulltext-index script.  We also added:

Set( %FullTextSearch,
    Enable     => 1,
    Indexed    => 1,
    Table      => 'AttachmentsIndex',
    MaxMatches => '10000',
);

to the RT_SiteConfig.pm.  However,  Request Tracker does not seem to be searching the index.  If we search for any term that is only in the contents of the ticket and not the header we do not get any hits.  We do get hits for terms in the ticket header though.  If I search sphinx directly for a term everything works correctly.  It seems as if RT is not searching Sphinx.  Have I missed a step in the setup process?  Any assistance will be appreciated.  Thanks.



--Dale

---------------------------------------
Dale Poulter
Automation Coordinator
Library Information Technology Services
Vanderbilt University
419 21st Avenue South, Room 812
Nashville, TN  37203-2427
(615)343-5388
(615)343-8834 (fax)
(615)207-9705 (cell)
dale.poulter at vanderbilt.edu<mailto:dale.poulter at vanderbilt.edu>

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From iulian_dragan at yahoo.com  Thu Dec 15 09:18:04 2011
From: iulian_dragan at yahoo.com (Iulian Dragan)
Date: Thu, 15 Dec 2011 06:18:04 -0800 (PST)
Subject: [rt-users] RT-Authen-ExternalAuth-0.09  a bit too eager?
Message-ID: <1323958684.42136.YahooMailNeo@web121706.mail.ne1.yahoo.com>

Hello,
I am upgrading from 3.8.7 (apache2 + mod_perl) to 4.0.4 (apache2 + mod_fastcgi) and I notice a strange behaviour of RT-Authen-ExternalAuth -0.09.

The authentication works fine, however, the login page gets redirected straight away here:


http://rt.address.com/NoAuth/Login.html?next=xxxxxx&results=xxxxxxx

With the error message: "You are not an authorized user".
That is, this is what I see instead of the normal login page.
This is what the log says:

[Thu Dec 15 13:20:08 2011] [debug]: Attempting to use external auth service: AD (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)

[Thu Dec 15 13:20:08 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec 15 13:20:08 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10)
[Thu Dec 15 13:20:08 2011] [debug]: Attempting to use external auth service: AD (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 15 13:20:08 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec 15 13:20:08 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10)

Is this to be expected? Or am I missing something? Because in the old version there was no redirection and no error messages.
I dug a little bit and found a "fix", but it seems a bit heavy handed (if not plain wrong).?
It involves modifiying ?.../html/Callbacks/ExternalAuth/autohandler/Session from this:
<%init>

$m->comp('/Elements/DoAuth',%ARGS);
......

to this:

<%init>
if($ARGS{'user'} || $m->request_comp->path ne '/index.html'){
? ? ? ? $m->comp('/Elements/DoAuth',%ARGS);
}
....

That is, try to authenticate me only if I provided an username or if I am trying to access something else than the login page(well..).
Here's the relevant part of RT_SiteConfig:

Set($WebExternalAuth , '1');

Set($WebFallbackToInternalAuth , '1');
Set($WebExternalAuto , '1');
Set($ExternalAuthPriority, ?[ ? 'AD' ? ]);
Set($ExternalInfoPriority, ?[ ? 'AD' ? ]);
Set($AutoCreateNonExternalUsers, ? ?1);
Set($ExternalSettings, ? ? ?{ 'AD' ? ? ? => ?{
? ? ? ? 'type' ? ? ? ? ? ? ?=> ?'ldap',
? ? ? ? ...
? ? }
});


And httpd.conf:
<VirtualHost *:80>

?ServerName xxx
?KeepAlive ? ? ?On
?AddDefaultCharsetUTF-8

?LogLevel debug
?LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-agent}i\" %{X-Forwarded-For}i " combined
?ErrorLog /opt/rt/var/log/error_log
?CustomLog /opt/rt/var/log/access_log common env=!dontlog


?Alias /NoAuth/images/ /opt/rt/share/html/NoAuth/images/
?ScriptAlias / /opt/rt/sbin/rt-server.fcgi/
?DocumentRoot /opt/rt/share/html


?<Location />
? ? ? ? ? ? Order allow,deny
? ? ? ? ? ? Allow from all
? ? ? ? ? ? Options +ExecCGI
? ? ? ? ? ? AddHandlerfastcgi-script fcgi
?</Location>
?<Location /NoAuth/images>
? ? ? ? SetHandler default-handler
?</Location>
</VirtualHost>


Thanks,
Iulian
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From dgarcia at cesca.cat  Thu Dec 15 09:58:24 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Thu, 15 Dec 2011 15:58:24 +0100
Subject: [rt-users]  Question about dashboard
Message-ID: <4EEA0B10.4010805@cesca.cat>

The question is simple:

I created a new dashboard but it is possible that only make visible to a 
user group that I created? How is it done? I don't see any "privacy 
option" for the dashboard that I created ...


THANKS!:)

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From yan at seiner.com  Thu Dec 15 13:14:55 2011
From: yan at seiner.com (Yan Seiner)
Date: Thu, 15 Dec 2011 10:14:55 -0800 (PST)
Subject: [rt-users] Increasing font size for one user or computer
Message-ID: <1946416ca0b33974d3bc55246c06a95f.squirrel@mail.seiner.com>

We have 2 large (60") displays that show the status of tickets.  These are
typical LCD TVs with 1980x1020 resolution.  This makes the fonts really
small.

Is there some way to make the fonts bigger for these two screens?

I created a "display" user that the displays log in with so it could be
either based on userID or machine.




-- 
Pain is temporary. It may last a minute, or an hour, or a day, or a year,
but eventually it will subside and something else will take its place. If
I quit, however, it lasts forever.



From yan at seiner.com  Thu Dec 15 13:23:02 2011
From: yan at seiner.com (Yan Seiner)
Date: Thu, 15 Dec 2011 10:23:02 -0800 (PST)
Subject: [rt-users] Increasing font size for one user or computer
In-Reply-To: <1946416ca0b33974d3bc55246c06a95f.squirrel@mail.seiner.com>
References: <1946416ca0b33974d3bc55246c06a95f.squirrel@mail.seiner.com>
Message-ID: <ec02aa173cd5916df8144264c158fd5b.squirrel@mail.seiner.com>


On Thu, December 15, 2011 10:14 am, Yan Seiner wrote:
> Is there some way to make the fonts bigger for these two screens?

Never mind; found the Custom CSS page under Themes.

-- 
Pain is temporary. It may last a minute, or an hour, or a day, or a year,
but eventually it will subside and something else will take its place. If
I quit, however, it lasts forever.



From kenn.crocker at gmail.com  Thu Dec 15 13:45:43 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Thu, 15 Dec 2011 10:45:43 -0800
Subject: [rt-users] Question about dashboard
In-Reply-To: <4EEA0B10.4010805@cesca.cat>
References: <4EEA0B10.4010805@cesca.cat>
Message-ID: <CAOtpkahJAPEMFsz7f5VRsfcYvi1hvRmH-FXCmmSRMQk7E+d1VA@mail.gmail.com>

Daniel,

You do this by setting up the "Group Rights" while in the Config->Group
page. Then, when you create your Dashboard, you make sure that you save it
under the Group you want to see it, provided you are also a member of that
group.

Kenn
Crocker Consulting Services

On Thu, Dec 15, 2011 at 6:58 AM, Daniel Garcia Mejia <dgarcia at cesca.cat>wrote:

> The question is simple:
>
> I created a new dashboard but it is possible that only make visible to a
> user group that I created? How is it done? I don't see any "privacy option"
> for the dashboard that I created ...
>
>
> THANKS!:)
>
> --
> ..............................**..............................**
> ...........
>        __
>       / /       Daniel Garc?a Mej?a
>  C E / S / C A   Portals i Repositoris
>     /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya
>
>  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
>  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
> ..............................**..............................**
> ...........
>
> --------
> RT Training Sessions (http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html>
> )
> * Boston  March 5 & 6, 2012
>
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From falcone at bestpractical.com  Thu Dec 15 15:09:48 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Dec 2011 15:09:48 -0500
Subject: [rt-users] SLA due exceed monitor
In-Reply-To: <CD82BEB7B90BF146825130DFBE2272E80BFAB952BF@p1hkdcwx01.hk.principleone.com>
References: <CD82BEB7B90BF146825130DFBE2272E80BFAB952BF@p1hkdcwx01.hk.principleone.com>
Message-ID: <20111215200948.GM9885@jibsheet.com>

On Thu, Dec 15, 2011 at 07:49:45PM +0800, Thomas Lau wrote:
> Guys, I am trying to monitor SLA due date using external tools like nagios or zabbix, but I haven't find a way to do that, we have SLA extension running for couple months now.
> Anyone could give me some advice based on rt command line or mysql queue? 

Use the Query Builder to search for overdue tickets, once you're happy
with the results, you can run that same search from bin/rt

-kevin
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From Thomas.Lau at principleone.com  Thu Dec 15 15:12:47 2011
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Fri, 16 Dec 2011 04:12:47 +0800
Subject: [rt-users] SLA due exceed monitor
Message-ID: <CD82BEB7B90BF146825130DFBE2272E80BFAB952C1@p1hkdcwx01.hk.principleone.com>

Yes, I understand the method, but not sure why due date can't define time, any idea? 



----------
BlackBerry solution provided by www.principleone.com


----- Original Message -----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Fri Dec 16 04:09:48 2011
Subject: Re: [rt-users] SLA due exceed monitor

On Thu, Dec 15, 2011 at 07:49:45PM +0800, Thomas Lau wrote:
> Guys, I am trying to monitor SLA due date using external tools like nagios or zabbix, but I haven't find a way to do that, we have SLA extension running for couple months now.
> Anyone could give me some advice based on rt command line or mysql queue? 

Use the Query Builder to search for overdue tickets, once you're happy
with the results, you can run that same search from bin/rt

-kevin

From falcone at bestpractical.com  Thu Dec 15 15:16:05 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Dec 2011 15:16:05 -0500
Subject: [rt-users] Cross table queries - transaction
In-Reply-To: <7B4AE391-0999-4B00-80B6-9DBB675655C2@gmail.com>
References: <7B4AE391-0999-4B00-80B6-9DBB675655C2@gmail.com>
Message-ID: <20111215201605.GN9885@jibsheet.com>

On Thu, Dec 15, 2011 at 07:17:15AM -0500, Joe Harris wrote:
> Is there any way to build a query within RT (4.04) to query more than
> the ticket table? Specifically I am trying to build a dashboard that
> will email users any ticket they updated yesterday. I have one that is
> current user and last updated is yesterday, but if someone else
> updates it after it doesn't show as lastupdatedby is changed.

Unfortunately, the Query Builder concentrates on Ticket fields, and
what you want is a Transaction search, which you can't do from the UI.
You might be able to use the My Day link under Tools to point you in
the right direction.

-kevin
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From joejoe at live.de  Thu Dec 15 15:20:46 2011
From: joejoe at live.de (John West)
Date: Thu, 15 Dec 2011 20:20:46 +0000 (UTC)
Subject: [rt-users] Print.css generated ? Doesn't apply changes
Message-ID: <loom.20111215T210619-778@post.gmane.org>

Hallo,




I'm trying to edit the print.css  with the one from your github repository.
Problem is that the changes (even small changes from my side) don't get applied 
and all I see is the same old print.css.

-I renamed the modified print.css to print2.css -> 
"http://XXX/NoAuth/css/print.css" --> no file can be found, as expected
"http://XXX/NoAuth/css/print2.css" --> opens the modified print.css

NOW I renamed print2.css back to print.css
Just to made sure, I opened print.css with Nano on Debian and I can see the 
modifications.

"http://XXX/NoAuth/css/print.css" --> default print.css without my modifications !

[I restarted apache2 after every file rename or modification]

I don't get it ?! What is my problem ??



From danmadere at gmail.com  Thu Dec 15 15:42:49 2011
From: danmadere at gmail.com (Dan Madere)
Date: Thu, 15 Dec 2011 15:42:49 -0500
Subject: [rt-users] Cross table queries - transaction
In-Reply-To: <20111215201605.GN9885@jibsheet.com>
References: <7B4AE391-0999-4B00-80B6-9DBB675655C2@gmail.com>
	<20111215201605.GN9885@jibsheet.com>
Message-ID: <CAEZrW88HNL6ysAxF6MNUqUNQEO91otpWCCnD=7nkxJ+pyeXYHQ@mail.gmail.com>

I was also trying to figure this out so I could make a report of which
tickets entered a specific queue in a date range, even if the ticket
is not in that queue currently.

In RT 3.8, there were these 3 pre-made reports under tools > reports
in the interface.  Admittedly, they weren't very useful, so that's
probably why they were removed in 4.0.  But I found that these reports
provided a useful template for making your own custom reports, which
can easily perform searches on transactions.  If you know some perl,
you can grab the code for these pre-made reports from 3.8 and use it
on 4.0.  I definitely had success with this approach.

Dan

On Thu, Dec 15, 2011 at 3:16 PM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Thu, Dec 15, 2011 at 07:17:15AM -0500, Joe Harris wrote:
>> Is there any way to build a query within RT (4.04) to query more than
>> the ticket table? Specifically I am trying to build a dashboard that
>> will email users any ticket they updated yesterday. I have one that is
>> current user and last updated is yesterday, but if someone else
>> updates it after it doesn't show as lastupdatedby is changed.
>
> Unfortunately, the Query Builder concentrates on Ticket fields, and
> what you want is a Transaction search, which you can't do from the UI.
> You might be able to use the My Day link under Tools to point you in
> the right direction.
>
> -kevin
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012


From sgreen at dotomi.com  Thu Dec 15 16:09:38 2011
From: sgreen at dotomi.com (Shawn Green)
Date: Thu, 15 Dec 2011 15:09:38 -0600
Subject: [rt-users] RT 4 & ExternalAuth with AD Problems
Message-ID: <F6FADB97AF328C4B99B61ADEBC26DEC4443FB7BC@DTORDEXCPN01.dotomi.com>

RT 4.0.4
ExternalAuth 0.09
CentOS 5.7 64 bit
Win 2008r2 AD

This is a fresh install of RT 4 and I'm having problems with authentication.  First off, just going to the login page, I see:

                [Thu Dec 15 20:52:56 2011] [debug]: Autohandler called ExternalAuth. Response: (0, ExternalAuthPriority not defined, please check your configuration file.) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)

I also do a  perl -c RT_SiteConfig.pm and get the following:

                Bad name after attr_map' at RT_SiteConfig.pm line 70.

RT_SiteConfig.pm is pretty straight forward, what am I missing?

# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm
#
# You must restart your webserver after making changes to this file.

Set($rtname, 'dotomi.com');
Set($Organization, "dotomi.com");
Set($CorrespondAddress, 'hdtest at dotomi.com');
Set($CommentAddress, 'hdtest at dotomi.com');
Set($WebDomain, "it.dotomi.com");
Set($WebPath, "/rt4");
Set($Timezone, "US/Central");
Set(@Plugins,qw(RT::Authen::ExternalAuth) );

Set($DatabaseType, "mysql");
Set($DatabaseHost,   "10.110.xxx.xxx");
Set($DatabaseRTHost, "10.110.xxx.xxx");
Set($DatabasePort, "3306");
Set($DatabaseUser, "xxxxxx");
Set($DatabasePassword, q{xxxxxx});
Set($DatabaseName, q{rt4});

Set($LogToSyslog, undef);
Set($LogToScreen, undef);
Set($LogToFile, "info");
Set($LogDir, q{/opt/logs/rt});
Set($LogToFileNamed, "rt4.log");    #log to rt4.log
Set($LogToFile , 'debug');

Set($OwnerEmail, 'noc at dotomi.com');
Set($RTAddressRegexp , '^hdtest\@dotomi.com$');
Set($SetOutgoingMailFrom, 1);
Set($SMTPServer, 10.110.xxx.xxx);
Set($DefaultQueue, "Helpdesk");
Set(%GnuPG, Enable => 0);

Set($ExternalAuthPriority, ['DTMAD']);
Set($ExternalInfoPriority, ['DTMAD']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
        'DTMAD' =>      {
                'type' => 'ldap',
                'auth' => 1,
                'info' => 1,
                'server' => 'wdc-o02.dotomi.com',
                'user' => 'DOTOMI\apache',
                'pass' => 'xxxxxx',
                'base' => 'OU=Dotomi_Inc,DC=dotomi,DC=com',
                'filter' => '(objectclass=person)',
                'attr_match_list' => [  'Name',
                                        'EmailAddress',
                                        'RealName
                                         ],
                'attr_map' => [ 'Name' => 'sAMAccountName',
                                'EmailAddress' => 'mail',
                                'RealName' => 'cn'
                              ],
                };
        };
);
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From falcone at bestpractical.com  Thu Dec 15 18:53:29 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Dec 2011 18:53:29 -0500
Subject: [rt-users] RT-Authen-ExternalAuth-0.09  a bit too eager?
In-Reply-To: <1323958684.42136.YahooMailNeo@web121706.mail.ne1.yahoo.com>
References: <1323958684.42136.YahooMailNeo@web121706.mail.ne1.yahoo.com>
Message-ID: <20111215235329.GO9885@jibsheet.com>

On Thu, Dec 15, 2011 at 06:18:04AM -0800, Iulian Dragan wrote:
>    Hello,
>    I am upgrading from 3.8.7 (apache2 + mod_perl) to 4.0.4 (apache2 + mod_fastcgi) and I notice a
>    strange behaviour of RT-Authen-ExternalAuth -0.09.
>    The authentication works fine, however, the login page gets redirected straight away here:
>    http://rt.address.com/NoAuth/Login.html?next=xxxxxx&results=xxxxxxx
>    With the error message: "You are not an authorized user".
>    That is, this is what I see instead of the normal login page.
>    This is what the log says:
>    [Thu Dec 15 13:20:08 2011] [debug]: Attempting to use external auth service: AD
>    (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
>    [Thu Dec 15 13:20:08 2011] [debug]: SSO Failed and no user to test with. Nexting
>    (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
>    [Thu Dec 15 13:20:08 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User)
>    (/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10)
>    [Thu Dec 15 13:20:08 2011] [debug]: Attempting to use external auth service: AD
>    (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
>    [Thu Dec 15 13:20:08 2011] [debug]: SSO Failed and no user to test with. Nexting
>    (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
>    [Thu Dec 15 13:20:08 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User)
>    (/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10)
>    Is this to be expected? Or am I missing something? Because in the old version there was no
>    redirection and no error messages.

RT4 redirects on login attempt (to the login form) and those are the
debug messages you get with RT-Authen-ExternalAuth.

>    Set($WebExternalAuth , '1');
>    Set($WebFallbackToInternalAuth , '1');
>    Set($WebExternalAuto , '1');

I'm not sure why you have those set since you aren't doing any Apache
authentication.

The message you quote only comes about if you have 
WebExteralAuth turned on and either have WebExternalOnly set or have
WebExternalFallbackToInternalAuth set and have a session that's
invalid.


Try turning off the options you're not using

-kevin

>    Set($ExternalAuthPriority,  [   'AD'   ]);
>    Set($ExternalInfoPriority,  [   'AD'   ]);
>    Set($AutoCreateNonExternalUsers,    1);
>    Set($ExternalSettings,      { 'AD'       =>  {
>            'type'              =>  'ldap',
>            ...
>        }
>    });
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From falcone at bestpractical.com  Thu Dec 15 18:54:22 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Dec 2011 18:54:22 -0500
Subject: [rt-users] SLA due exceed monitor
In-Reply-To: <CD82BEB7B90BF146825130DFBE2272E80BFAB952C1@p1hkdcwx01.hk.principleone.com>
References: <20111215200948.GM9885@jibsheet.com>
	<CD82BEB7B90BF146825130DFBE2272E80BFAB952C1@p1hkdcwx01.hk.principleone.com>
Message-ID: <20111215235422.GP9885@jibsheet.com>

On Fri, Dec 16, 2011 at 04:12:47AM +0800, Thomas Lau wrote:
> Yes, I understand the method, but not sure why due date can't define time, any idea? 

I'm not sure I understand the question.  The SLA Extension and Due
date absolutely set times.

-kevin

> ----- Original Message -----
> From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
> To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
> Sent: Fri Dec 16 04:09:48 2011
> Subject: Re: [rt-users] SLA due exceed monitor
> 
> On Thu, Dec 15, 2011 at 07:49:45PM +0800, Thomas Lau wrote:
> > Guys, I am trying to monitor SLA due date using external tools like nagios or zabbix, but I haven't find a way to do that, we have SLA extension running for couple months now.
> > Anyone could give me some advice based on rt command line or mysql queue? 
> 
> Use the Query Builder to search for overdue tickets, once you're happy
> with the results, you can run that same search from bin/rt
> 
> -kevin
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
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From falcone at bestpractical.com  Thu Dec 15 19:03:31 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Dec 2011 19:03:31 -0500
Subject: [rt-users] Print.css generated ? Doesn't apply changes
In-Reply-To: <loom.20111215T210619-778@post.gmane.org>
References: <loom.20111215T210619-778@post.gmane.org>
Message-ID: <20111216000331.GQ9885@jibsheet.com>

On Thu, Dec 15, 2011 at 08:20:46PM +0000, John West wrote:
> I'm trying to edit the print.css  with the one from your github repository.
> Problem is that the changes (even small changes from my side) don't get applied 
> and all I see is the same old print.css.
> 
> -I renamed the modified print.css to print2.css -> 
> "http://XXX/NoAuth/css/print.css" --> no file can be found, as expected
> "http://XXX/NoAuth/css/print2.css" --> opens the modified print.css
> 
> NOW I renamed print2.css back to print.css
> Just to made sure, I opened print.css with Nano on Debian and I can see the 
> modifications.
> 
> "http://XXX/NoAuth/css/print.css" --> default print.css without my modifications !
> 
> [I restarted apache2 after every file rename or modification]

Did you clear the mason cache or just restart apache?
Try rm -rf /opt/rt4/var/mason_data/obj/* 

-kevin
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From falcone at bestpractical.com  Thu Dec 15 19:09:26 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Dec 2011 19:09:26 -0500
Subject: [rt-users] RT 4 & ExternalAuth with AD Problems
In-Reply-To: <F6FADB97AF328C4B99B61ADEBC26DEC4443FB7BC@DTORDEXCPN01.dotomi.com>
References: <F6FADB97AF328C4B99B61ADEBC26DEC4443FB7BC@DTORDEXCPN01.dotomi.com>
Message-ID: <20111216000926.GR9885@jibsheet.com>

On Thu, Dec 15, 2011 at 03:09:38PM -0600, Shawn Green wrote:
>                                         'RealName

You're missing a closing quote at the end of this line, which breaks
attr_map

-kevin
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From joejoe at live.de  Fri Dec 16 01:42:45 2011
From: joejoe at live.de (John West)
Date: Fri, 16 Dec 2011 06:42:45 +0000 (UTC)
Subject: [rt-users] Print.css generated ? Doesn't apply changes
References: <loom.20111215T210619-778@post.gmane.org>
	<20111216000331.GQ9885@jibsheet.com>
Message-ID: <loom.20111216T073156-63@post.gmane.org>

Thanks ! Problem solved +1






From vollmar at nf.mpg.de  Fri Dec 16 03:01:48 2011
From: vollmar at nf.mpg.de (Stefan Vollmar)
Date: Fri, 16 Dec 2011 09:01:48 +0100
Subject: [rt-users] Cosmetic Bug in RT 4.0.4: "Date and Time" partially
	visible
Message-ID: <54C00ED4-6418-4A90-8D96-316F07874861@nf.mpg.de>

Hi,

we have found a bug in RT (4.0.4) related to the "Date and Time"-picker 
used to create reminders. To reproduce this bug, select a ticket and 
then click into the "Due" text box in the "Reminders" widget of the 
ticket overview. Next, select a date. If your browser window is not wide 
enough, the time selection ui will be cut off at the windows edge. We 
found this behavior using both Chromium and Firefox on Linux (see 
screenshots). It is probably present in other browsers as well.

Warm regards,
 Stefan
-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut f?r neurologische Forschung
Gleuelerstr. 50, 50931 K?ln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
Email: vollmar at nf.mpg.de   http://www.nf.mpg.de


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From Thomas.Lau at principleone.com  Fri Dec 16 04:19:39 2011
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Fri, 16 Dec 2011 17:19:39 +0800
Subject: [rt-users] SLA due exceed monitor
In-Reply-To: <20111215235422.GP9885@jibsheet.com>
References: <20111215200948.GM9885@jibsheet.com>
	<CD82BEB7B90BF146825130DFBE2272E80BFAB952C1@p1hkdcwx01.hk.principleone.com>,
	<20111215235422.GP9885@jibsheet.com>
Message-ID: <CD82BEB7B90BF146825130DFBE2272E80BFABA697F@p1hkdcwx01.hk.principleone.com>

I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query?
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone [falcone at bestpractical.com]
Sent: Friday, December 16, 2011 7:54 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] SLA due exceed monitor

On Fri, Dec 16, 2011 at 04:12:47AM +0800, Thomas Lau wrote:
> Yes, I understand the method, but not sure why due date can't define time, any idea?

I'm not sure I understand the question.  The SLA Extension and Due
date absolutely set times.

-kevin

> ----- Original Message -----
> From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
> To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
> Sent: Fri Dec 16 04:09:48 2011
> Subject: Re: [rt-users] SLA due exceed monitor
>
> On Thu, Dec 15, 2011 at 07:49:45PM +0800, Thomas Lau wrote:
> > Guys, I am trying to monitor SLA due date using external tools like nagios or zabbix, but I haven't find a way to do that, we have SLA extension running for couple months now.
> > Anyone could give me some advice based on rt command line or mysql queue?
>
> Use the Query Builder to search for overdue tickets, once you're happy
> with the results, you can run that same search from bin/rt
>
> -kevin
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012


From myrtuser at gmail.com  Fri Dec 16 05:03:42 2011
From: myrtuser at gmail.com (RT User)
Date: Fri, 16 Dec 2011 15:33:42 +0530
Subject: [rt-users] RT Newbie: Inbound email by getmail fails at unknown
	rtuser
Message-ID: <CAGa8PYs0E5eQTdMVGWybispDvzg4mppeOSYqOSa3_RM_D6smwg@mail.gmail.com>

All,

I'm installing RT 4.0.4 on Ubuntu 10.04 with AD integration. I can login to
RT web UI. I have run into a problem fetching emails using getmail.

Here is the problem,

<snip>
Delivery error (command rt-mailgate 19780 error (127, exec of command
rt-mailgate failed (no such specified user ('getpwnam(): name not found:
rtuser'))))
  msg  1/84 (1117 bytes) from <zenoss at xxx>, delivery error (command
rt-mailgate 19780 error (127, exec of command rt-mailgate failed (no such
specified user ('getpwnam(): name not found: rtuser'))))
</snip>

Here is my /opt/rt4/etc/getmailrc

<snip>
[retriever]
type = SimplePOP3Retriever
server = xxxxxxx.com
port = 110
username = xxxxx
password = xxxxx

[destination]
type = MDA_external
path = /opt/rt4/bin/rt-mailgate
user = rtuser
#group = rtgroup
arguments = ("--url", "http://xxxxxx.com", "--queue", "General",
"--action", "correspond",)

[options]
read_all = false
delete_after = 8
verbose = 2
</snip>


Here is how im invoking getmail,

#!/bin/bash
/usr/bin/getmail --rcfile /opt/rt4/etc/getmailrc


Looks like getmail is retrieving mails from the mailbox but unable to pass
that onto RT. I'm not sure where rtuser and rtgroup is to be created.

Is it a OS system user?
Is it an user in AD?
Is it an privileged user in RT?

I'm hoping once the user is created in the correct location, getmail will
populate RT -> Geberal queue

Thanks in advance,
Steve
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From ruz at bestpractical.com  Fri Dec 16 06:16:10 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 16 Dec 2011 15:16:10 +0400
Subject: [rt-users] RT Newbie: Inbound email by getmail fails at unknown
	rtuser
In-Reply-To: <CAGa8PYs0E5eQTdMVGWybispDvzg4mppeOSYqOSa3_RM_D6smwg@mail.gmail.com>
References: <CAGa8PYs0E5eQTdMVGWybispDvzg4mppeOSYqOSa3_RM_D6smwg@mail.gmail.com>
Message-ID: <CAMOxC8vak51C+OZLpSvaP0K31qUN3ncdSDKQ-8MWUXDXNkJZfQ@mail.gmail.com>

On Fri, Dec 16, 2011 at 14:03, RT User <myrtuser at gmail.com> wrote:
> Looks like getmail is retrieving mails from the mailbox but unable to pass
> that onto RT. I'm not sure where rtuser and rtgroup is to be created.

As far as I understand output, getmail fails to find rtuser in the
system. RT doesn't create such account. --with-bin-owner option in
configure script defaults to root. Files in bin dir are owned by this
account and group is set to value of --with-web-group option (default
www). If you don't want to getmail to run mailgate script as root then
use user account that is in www group. Most probably you have www user
in www group. It's also possible that this group is called apache,
httpd or something else.

> Is it a OS system user?

It's system user. As I understand it. getmail for security reasons
allows you to define system user and group to run commands under. You
start getmail as root, it inits itself and then switches to user/group
you defined. This lowers privileges of getmail and programs it
executes.

> Is it an user in AD?
> Is it an privileged user in RT?

This has nothing to do with AD and/or RT.

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Dec 16 06:20:49 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 16 Dec 2011 15:20:49 +0400
Subject: [rt-users] SLA due exceed monitor
In-Reply-To: <CD82BEB7B90BF146825130DFBE2272E80BFABA697F@p1hkdcwx01.hk.principleone.com>
References: <20111215200948.GM9885@jibsheet.com>
	<CD82BEB7B90BF146825130DFBE2272E80BFAB952C1@p1hkdcwx01.hk.principleone.com>
	<20111215235422.GP9885@jibsheet.com>
	<CD82BEB7B90BF146825130DFBE2272E80BFABA697F@p1hkdcwx01.hk.principleone.com>
Message-ID: <CAMOxC8s8BJgNa-iFtEe=dwT2oM0K4nwnasZocptgJQNZ-5ZJMA@mail.gmail.com>

On Fri, Dec 16, 2011 at 13:19, Thomas Lau <Thomas.Lau at principleone.com> wrote:
> I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query?

Due < '2011-11-10 14:00:00'

-- 
Best regards, Ruslan.


From iulian_dragan at yahoo.com  Fri Dec 16 07:11:57 2011
From: iulian_dragan at yahoo.com (Iulian Dragan)
Date: Fri, 16 Dec 2011 04:11:57 -0800 (PST)
Subject: [rt-users] RT-Authen-ExternalAuth-0.09  a bit too eager?
Message-ID: <1324037517.68601.YahooMailNeo@web121701.mail.ne1.yahoo.com>

Thank you Kevin, I got rid of those parameters and everything is now fine.

Best regards,
Iulian?
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From Thomas.Lau at principleone.com  Fri Dec 16 07:27:42 2011
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Fri, 16 Dec 2011 20:27:42 +0800
Subject: [rt-users] SLA due exceed monitor
Message-ID: <CD82BEB7B90BF146825130DFBE2272E80BFAB952D1@p1hkdcwx01.hk.principleone.com>

Thanks, but does query could show ticket which due date and time is 30minutes away from now? 

----------
BlackBerry solution provided by www.principleone.com


----- Original Message -----
From: ruslan.zakirov at gmail.com <ruslan.zakirov at gmail.com>
To: Thomas Lau
Cc: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Fri Dec 16 19:20:49 2011
Subject: Re: [rt-users] SLA due exceed monitor

On Fri, Dec 16, 2011 at 13:19, Thomas Lau <Thomas.Lau at principleone.com> wrote:
> I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query?

Due < '2011-11-10 14:00:00'

-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Fri Dec 16 07:32:28 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 16 Dec 2011 16:32:28 +0400
Subject: [rt-users] SLA due exceed monitor
In-Reply-To: <CD82BEB7B90BF146825130DFBE2272E80BFAB952D1@p1hkdcwx01.hk.principleone.com>
References: <CD82BEB7B90BF146825130DFBE2272E80BFAB952D1@p1hkdcwx01.hk.principleone.com>
Message-ID: <CAMOxC8uKGoJeA=aoRg_m73WWt3z7zuhzi_7V7a+GDBc5dxwFNQ@mail.gmail.com>

On Fri, Dec 16, 2011 at 16:27, Thomas Lau <Thomas.Lau at principleone.com> wrote:
> Thanks, but does query could show ticket which due date and time is 30minutes away from now?

SearchByDates page on the wiki.


>
> ----------
> BlackBerry solution provided by www.principleone.com
>
>
> ----- Original Message -----
> From: ruslan.zakirov at gmail.com <ruslan.zakirov at gmail.com>
> To: Thomas Lau
> Cc: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
> Sent: Fri Dec 16 19:20:49 2011
> Subject: Re: [rt-users] SLA due exceed monitor
>
> On Fri, Dec 16, 2011 at 13:19, Thomas Lau <Thomas.Lau at principleone.com> wrote:
>> I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query?
>
> Due < '2011-11-10 14:00:00'
>
> --
> Best regards, Ruslan.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From kirby at umbc.edu  Fri Dec 16 07:40:27 2011
From: kirby at umbc.edu (Joe Kirby)
Date: Fri, 16 Dec 2011 07:40:27 -0500
Subject: [rt-users] RT 3.8.7 Patch?
Message-ID: <C1F9E8F9-070C-44DB-9C91-21175E951599@umbc.edu>

UMBC is working on an upgrade to 4.04 however we will not go live until after our Spring 2012 semester ends, May 2012

We are experiencing a situation where the sort order of our Custom Fields is not being honored when presented and I have a need to have this work in 3.8.7 or a version I can upgrade to with very little impact on the user community.

A patch would be preferable

We are running on Solaris with Oracle 10g. This particular queue requires 6 CF's

Ideas?

Thanks in advance

Joe


Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/oit 
Administration 627
Office - 410-455-3020 
Email - kirby at umbc.edu

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From ruz at bestpractical.com  Fri Dec 16 08:19:39 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 16 Dec 2011 17:19:39 +0400
Subject: [rt-users] RT 3.8.7 Patch?
In-Reply-To: <C1F9E8F9-070C-44DB-9C91-21175E951599@umbc.edu>
References: <C1F9E8F9-070C-44DB-9C91-21175E951599@umbc.edu>
Message-ID: <CAMOxC8s3nj_p+VpQ9gJ=KJNMkP466oqk5tn0Xj+qBNo=8EEBgQ@mail.gmail.com>

Hello Joe,

On Fri, Dec 16, 2011 at 16:40, Joe Kirby <kirby at umbc.edu> wrote:
> UMBC is working on an upgrade to 4.04 however we will not go live until
> after our Spring 2012 semester ends, May 2012
>
> We are experiencing a situation where the sort order of our Custom Fields is
> not being honored when presented and I have a need to have this work in
> 3.8.7 or a version I can upgrade to with very little impact on the user
> community.
>
> A patch would be preferable
>
> We are running on Solaris with Oracle 10g. This particular queue requires 6
> CF's
>
> Ideas?

Does your policy allows to update DBIx::SearchBuilder module and RT to
3.8.latest?

> Thanks in advance
>
> Joe

-- 
Best regards, Ruslan.


From mjames at guesswho.com  Fri Dec 16 08:24:02 2011
From: mjames at guesswho.com (mjames at guesswho.com)
Date: Fri, 16 Dec 2011 08:24:02 -0500
Subject: [rt-users] possible RT 4.0.4 attachment bug
Message-ID: <2AA600764E54964491083B1E0EC81A30BBC57D6FE4@EXCLUS.nationala-1advertising.com>

This may be a bug in the way attachments are handled in 4.0.4.

We recently spun up a new instance of RT 4.0.2, then upgraded to 4.0.4. Running on Centos 5.7 using MySQL. Yesterday we were at ticket #53. A user sent an email last night with an attachment containing sql statements (a database backup). His ticket id is #63.

There aren't any intervening tickets. When I use the quick search for example, and try to load a ticket between 53-63, I get an error:

RT Error Could not load ticket 57 (for example)

The only thing I can think of is that some of the statements in the attachment were acted on. Is this possible?

Mike
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From mike.johnson at nosm.ca  Fri Dec 16 10:05:30 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Fri, 16 Dec 2011 10:05:30 -0500
Subject: [rt-users] ParseNewMessageForTicketCCs - confirm how it works
In-Reply-To: <CAMOxC8tnyoDw6f0nBGBVXLiK5NHNcT0Dg+UGXifoC5K-kfiM-A@mail.gmail.com>
References: <CAFuoEe8Z=bHpLqAvs7dL2u2oNEV0BaHWQ2Z=+-LhwC-djf=WvA@mail.gmail.com>
	<CAMOxC8tnyoDw6f0nBGBVXLiK5NHNcT0Dg+UGXifoC5K-kfiM-A@mail.gmail.com>
Message-ID: <CAFuoEe_xJ_VYQor1cMeOv96d25KLuC7h0bUcMnivdUap7QZePA@mail.gmail.com>

Hmm,

So, ParseNewMessageForTicketCCs looks at the To and Cc block and adds any
address that doesn't match the regular expression to the ticket.

So

To: RTQueue;Tom;Sue
Cc:Jerry
From: Bob

With ParseNewMessageForTicketCCs off

Result is a ticket with Bob as the requestor, and Tom, Sue, Jerry aren't
attached to the ticket in anyway.

With it on

Result is a ticket with Bob as the requestor, Tom, Sue and Jerry all are
Cc's on the ticket?

Thanks Ruslan!
Mike.

On Mon, Dec 12, 2011 at 11:38 AM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> On Mon, Dec 12, 2011 at 19:06, Mike Johnson <mike.johnson at nosm.ca> wrote:
> > HI everyone,
> >
> > I just wanted to get confirmation on how the ParseNewMessageForTicketCCs
> > work.
> >
> > http://requesttracker.wikia.com/wiki/EmailInterface
> >
> > Specifically,
> >
> > ParseNewMessageForTicketCcs (boolean) - when
> $ParseNewMessageForTicketCcs is
> > true, RT automatically adds email addresses found in the Cc header to the
> > ticket's Cc at creation.
> >
> > If a new message comes in that is
> >
> > To: foo1, foo2, fooN
> > Cc: bar1
> > From: bar2
> >
> > And foo1, and foo2 go to 2 different queues
> >
> > RT will:
> > - create a ticket in foo1's queue
> > - create a ticket in foo2's queue
>
> Right, as RT would receive two emails actually.
>
> > - add bar1 as a CC on both tickets
> > - make the requestor of both tickets bar2
> >
> >
> > RT will not add foo2 -> fooN as anything to foo1's ticket as these
> addresses
> > are in the To block, not the Cc block.
>
> It would use To actually, but skip all RT addresses. To do the latter
> RT should be properly configured to know all its addresses.
>
> > I don't have a good testing bed right now, and was hoping someone had
> tested
> > this already or can confirm that is how it works before I flip the
> switch :P
>
> Looked into code. Grep fro option name, it's only used in one place.
>
> >
> > Thanks!
> > Mike.
> >
> > --
> > 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 nosm.ca
> >
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston ? March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.
>



-- 
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 nosm.ca
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From ruz at bestpractical.com  Fri Dec 16 10:55:47 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 16 Dec 2011 19:55:47 +0400
Subject: [rt-users] ParseNewMessageForTicketCCs - confirm how it works
In-Reply-To: <CAFuoEe_xJ_VYQor1cMeOv96d25KLuC7h0bUcMnivdUap7QZePA@mail.gmail.com>
References: <CAFuoEe8Z=bHpLqAvs7dL2u2oNEV0BaHWQ2Z=+-LhwC-djf=WvA@mail.gmail.com>
	<CAMOxC8tnyoDw6f0nBGBVXLiK5NHNcT0Dg+UGXifoC5K-kfiM-A@mail.gmail.com>
	<CAFuoEe_xJ_VYQor1cMeOv96d25KLuC7h0bUcMnivdUap7QZePA@mail.gmail.com>
Message-ID: <CAMOxC8tH2z8FObK8_S=uxKTTqxhkPtyATdy18Uxjjx6sbwMvHA@mail.gmail.com>

On Fri, Dec 16, 2011 at 19:05, Mike Johnson <mike.johnson at nosm.ca> wrote:
> Hmm,
>
> So, ParseNewMessageForTicketCCs looks at the To and Cc block and adds any
> address that doesn't match the regular expression to the ticket.
>
> So
>
> To: RTQueue;Tom;Sue
> Cc:Jerry
> From: Bob
>
> With ParseNewMessageForTicketCCs off
>
> Result is a ticket with Bob as the requestor, and Tom, Sue, Jerry aren't
> attached to the ticket in anyway.
>
> With it on
>
> Result is a ticket with Bob as the requestor, Tom, Sue and Jerry all are
> Cc's on the ticket?

Yep.

>
> Thanks Ruslan!
> Mike.
>
> On Mon, Dec 12, 2011 at 11:38 AM, Ruslan Zakirov <ruz at bestpractical.com>
> wrote:
>>
>> On Mon, Dec 12, 2011 at 19:06, Mike Johnson <mike.johnson at nosm.ca> wrote:
>> > HI everyone,
>> >
>> > I just wanted to get confirmation on how the ParseNewMessageForTicketCCs
>> > work.
>> >
>> > http://requesttracker.wikia.com/wiki/EmailInterface
>> >
>> > Specifically,
>> >
>> > ParseNewMessageForTicketCcs (boolean) - when
>> > $ParseNewMessageForTicketCcs is
>> > true, RT automatically adds email addresses found in the Cc header to
>> > the
>> > ticket's Cc at creation.
>> >
>> > If a new message comes in that is
>> >
>> > To: foo1, foo2, fooN
>> > Cc: bar1
>> > From: bar2
>> >
>> > And foo1, and foo2 go to 2 different queues
>> >
>> > RT will:
>> > - create a ticket in foo1's queue
>> > - create a ticket in foo2's queue
>>
>> Right, as RT would receive two emails actually.
>>
>> > - add bar1 as a CC on both tickets
>> > - make the requestor of both tickets bar2
>> >
>> >
>> > RT will not add foo2 -> fooN?as?anything to foo1's ticket as these
>> > addresses
>> > are in the To block, not the Cc block.
>>
>> It would use To actually, but skip all RT addresses. To do the latter
>> RT should be properly configured to know all its addresses.
>>
>> > I don't have a good testing bed right now, and was hoping someone had
>> > tested
>> > this already or can confirm that is how it works before I flip the
>> > switch :P
>>
>> Looked into code. Grep fro option name, it's only used in one place.
>>
>> >
>> > Thanks!
>> > Mike.
>> >
>> > --
>> > 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 nosm.ca
>> >
>> > --------
>> > RT Training Sessions (http://bestpractical.com/services/training.html)
>> > * Boston ? March 5 & 6, 2012
>>
>>
>>
>> --
>> Best regards, Ruslan.
>
>
>
>
> --
> 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 nosm.ca
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From Thomas.Lau at principleone.com  Fri Dec 16 10:57:17 2011
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Fri, 16 Dec 2011 23:57:17 +0800
Subject: [rt-users] SLA due exceed monitor
Message-ID: <CD82BEB7B90BF146825130DFBE2272E80BFAB952D7@p1hkdcwx01.hk.principleone.com>

All work fine now, thanks 

----------
BlackBerry solution provided by www.principleone.com


----- Original Message -----
From: ruslan.zakirov at gmail.com <ruslan.zakirov at gmail.com>
To: Thomas Lau
Cc: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Fri Dec 16 20:32:28 2011
Subject: Re: [rt-users] SLA due exceed monitor

On Fri, Dec 16, 2011 at 16:27, Thomas Lau <Thomas.Lau at principleone.com> wrote:
> Thanks, but does query could show ticket which due date and time is 30minutes away from now?

SearchByDates page on the wiki.


>
> ----------
> BlackBerry solution provided by www.principleone.com
>
>
> ----- Original Message -----
> From: ruslan.zakirov at gmail.com <ruslan.zakirov at gmail.com>
> To: Thomas Lau
> Cc: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
> Sent: Fri Dec 16 19:20:49 2011
> Subject: Re: [rt-users] SLA due exceed monitor
>
> On Fri, Dec 16, 2011 at 13:19, Thomas Lau <Thomas.Lau at principleone.com> wrote:
>> I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query?
>
> Due < '2011-11-10 14:00:00'
>
> --
> Best regards, Ruslan.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.

From kirby at umbc.edu  Fri Dec 16 10:57:36 2011
From: kirby at umbc.edu (Joe Kirby)
Date: Fri, 16 Dec 2011 10:57:36 -0500
Subject: [rt-users] RT 4.04 and Articles
Message-ID: <0CB609A1-E70A-44AB-9E5A-274455EF6BDC@umbc.edu>

Our organization has not used RTFM at all and when I begin to explore Articles within RT 4.04 I see a couple of things that I think may be our lack of experience with this aspect.

1. There does not seem to be a way for me to add any Content since it is always just a header and no box for entry

2. When I try to extract an article from and existing ticket I get all the History with an apparent option to select which comments or replies I am interested in however there is nothing in the drop down menu for selecting so I can only add all history by hitting Create at the bottom of the screen


Is there a good doc area for Articles that I may use to assist me in RT 4.04 setup?

This really looks cool and I think it will really help our users

Thanks again for all the support given via this list serve

Joe


Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/oit 
Administration 627
Office - 410-455-3020 
Email - kirby at umbc.edu

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From lab at pacbell.net  Fri Dec 16 11:24:17 2011
From: lab at pacbell.net (20/20 Lab)
Date: Fri, 16 Dec 2011 08:24:17 -0800
Subject: [rt-users] Cosmetic Bug in RT 4.0.4: "Date and Time" partially
 visible
In-Reply-To: <54C00ED4-6418-4A90-8D96-316F07874861@nf.mpg.de>
References: <54C00ED4-6418-4A90-8D96-316F07874861@nf.mpg.de>
Message-ID: <4EEB70B1.3010408@pacbell.net>

I was also able to reproduce this in Firefox 8, on an XP machine, 
running 4.0.3.   Tho I cant say I've ever noticed it before.

On 12/16/2011 12:01 AM, Stefan Vollmar wrote:
> Hi,
>
> we have found a bug in RT (4.0.4) related to the "Date and Time"-picker
> used to create reminders. To reproduce this bug, select a ticket and
> then click into the "Due" text box in the "Reminders" widget of the
> ticket overview. Next, select a date. If your browser window is not wide
> enough, the time selection ui will be cut off at the windows edge. We
> found this behavior using both Chromium and Firefox on Linux (see
> screenshots). It is probably present in other browsers as well.
>
> Warm regards,
>   Stefan
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012

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From gerard at eve-team.com  Fri Dec 16 11:24:41 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Fri, 16 Dec 2011 17:24:41 +0100
Subject: [rt-users] User with no WatchAsAdminCc right was added as AdminCc
Message-ID: <4EEB70C9.4040904@eve-team.com>

Hi

One of my privileged users A was able to add another user B as AdminCc
even though that second User B does not have the WatchAsAdminCc right as 
far as I can make out.

User B is not privileged.
User B does not have any rights for that Queue in 
Admin/Queues/UserRights.html

User B belongs to only one group C directly.
Group C is not included in any other.
Group C does not have any rights in Admin/Groups/GroupRights.html
Group C does not have any rights for that Queue in 
Admin/Queues/GroupRights.html

The WatchAsAdminCc right on that queue is only given to User-defined 
groups to which User B does not belong either directly or indirectly.

If I look at the RightsMatrix for User B, he does not have 
WatchAsAdminCc right on any queue.
If I look at the RightsMatrix for Group C, it does not have 
WatchAsAdminCc right on any queue.

User A has the following rights on that queue C

  * CommentOnTicket
  * CreateTicket
  * ModifyTicket
  * OwnTicket
  * ReplyToTicket
  * SeeQueue
  * ShowACL
  * ShowOutgoingEmail
  * ShowTicket
  * ShowTicketComments
  * StealTicket
  * TakeTicket
  * Watch
  * WatchAsAdminCc

*
*Any ideas where I might have messed up ?

Gerard

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From gerard at eve-team.com  Fri Dec 16 11:53:44 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Fri, 16 Dec 2011 17:53:44 +0100
Subject: [rt-users] User with no WatchAsAdminCc right was added as
	AdminCc
In-Reply-To: <4EEB70C9.4040904@eve-team.com>
References: <4EEB70C9.4040904@eve-team.com>
Message-ID: <4EEB7798.6010100@eve-team.com>

Using RT 3.8.8

On 2011-12-16 17:24, Gerard FENELON wrote:
> Hi
>
> One of my privileged users A was able to add another user B as AdminCc
> even though that second User B does not have the WatchAsAdminCc right 
> as far as I can make out.
>
> User B is not privileged.
> User B does not have any rights for that Queue in 
> Admin/Queues/UserRights.html
>
> User B belongs to only one group C directly.
> Group C is not included in any other.
> Group C does not have any rights in Admin/Groups/GroupRights.html
> Group C does not have any rights for that Queue in 
> Admin/Queues/GroupRights.html
>
> The WatchAsAdminCc right on that queue is only given to User-defined 
> groups to which User B does not belong either directly or indirectly.
>
> If I look at the RightsMatrix for User B, he does not have 
> WatchAsAdminCc right on any queue.
> If I look at the RightsMatrix for Group C, it does not have 
> WatchAsAdminCc right on any queue.
>
> User A has the following rights on that queue C
>
>   * CommentOnTicket
>   * CreateTicket
>   * ModifyTicket
>   * OwnTicket
>   * ReplyToTicket
>   * SeeQueue
>   * ShowACL
>   * ShowOutgoingEmail
>   * ShowTicket
>   * ShowTicketComments
>   * StealTicket
>   * TakeTicket
>   * Watch
>   * WatchAsAdminCc
>
> *
> *Any ideas where I might have messed up ?
>
> Gerard

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From mike.johnson at nosm.ca  Fri Dec 16 14:43:20 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Fri, 16 Dec 2011 14:43:20 -0500
Subject: [rt-users] Shredder - some tips
Message-ID: <CAFuoEe82D_+2CNG1x1t-_LdCKpE-PugpyHjVAedM8PTX6fjsHg@mail.gmail.com>

Hi everyone,

I'm looking at shredding a ton of old data from our system and I want to
make sure I am understanding the steps involved to ensure everything is
cleaned up properly.

I have shredder setup and have shredded some tickest through the WebUI to
test things out. All is working in that aspect.

My RT instance has had a fairly long lifecycle where queues have come and
gone. I want to clean up the mess. I want to shred all the stuff that isn't
related to anything recent.

I'm thinking I have to do the following:
- shred all the tickets that aren't in the active queues
- shred all users that aren't attached to anything

On the Shredder page of the Wiki it talks about running rt-validator.

Do I have to run this at all after I've done the shredding?


This is going to shred about 30,000 tickets, and a huge number of Users.
Does the shredding have to be done on a quiet system? I've shred a few
tickets while we were live without issue... I'm just worried that I kick
off a process to shred a large volume and it chokes my server out.

Any experience/input is appreciated.

Thanks!
Mike.

-- 
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 nosm.ca
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From bwiese at ElementPS.com  Fri Dec 16 17:42:54 2011
From: bwiese at ElementPS.com (Brent Wiese)
Date: Fri, 16 Dec 2011 15:42:54 -0700
Subject: [rt-users] Shredder - some tips
In-Reply-To: <CAFuoEe82D_+2CNG1x1t-_LdCKpE-PugpyHjVAedM8PTX6fjsHg@mail.gmail.com>
References: <CAFuoEe82D_+2CNG1x1t-_LdCKpE-PugpyHjVAedM8PTX6fjsHg@mail.gmail.com>
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F26CBC7A3EB@EXCCR01.eps.local>

<<snip>>


This is going to shred about 30,000 tickets, and a huge number of Users. Does the shredding have to be done on a quiet system? I've shred a few tickets while we were live without issue... I'm just worried that I kick off a process to shred a large volume and it chokes my server out.

Any experience/input is appreciated.

You can limit the number of tickets it shreds with the "; limit, <<x>>" in the plugins line. Ie:
--plugin "Tickets=query,Status='deleted';limit,0"

Limit of 0 means everything. But you could set that to 100 or 1000 and see how it affects your system and then make the call on how many to shred at a time.

Brent

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From nectar020 at gmail.com  Sat Dec 17 05:00:15 2011
From: nectar020 at gmail.com (nectar)
Date: Sat, 17 Dec 2011 18:00:15 +0800
Subject: [rt-users] why my rt4 loop create new ticket or reply ticket from
	the same email
Message-ID: <CAH-xxJRTu_mzQepz8M_fjOzY+0kUfJb8GE-CdVwwVYWptdxN5w@mail.gmail.com>

Sir,

Upgraded from 3.8 to rt4 at debian6 + postfix, but my new rt4 create
new tickets from loop emails. For example, if people email "hello" to
rt4, then rt4 will created ticket #2, and after some minute, rt4 will
create ticket#5 or other new tickets with the same email content. More
emails are being sent out from rt, and most of them are the same
content.

I tried to check RT configure, postfix configure  and apache configure
files. Still can not find solution. Do you have advise?

Thank you.

--
Jia


From kenn.crocker at gmail.com  Sat Dec 17 14:54:01 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Sat, 17 Dec 2011 11:54:01 -0800
Subject: [rt-users] why my rt4 loop create new ticket or reply ticket
 from the same email
In-Reply-To: <CAH-xxJRTu_mzQepz8M_fjOzY+0kUfJb8GE-CdVwwVYWptdxN5w@mail.gmail.com>
References: <CAH-xxJRTu_mzQepz8M_fjOzY+0kUfJb8GE-CdVwwVYWptdxN5w@mail.gmail.com>
Message-ID: <CAOtpkai47jJdarQv94nR32qwNFTK8LKo-5sHct=9wd9w=6cFfQ@mail.gmail.com>

Nectar,

Anytime RT gets an email with *no reference to an existing ticket number in
the subject field* it will create a new ticket.

Kenn
Crocker Consulting Servicves

On Sat, Dec 17, 2011 at 2:00 AM, nectar <nectar020 at gmail.com> wrote:

> Sir,
>
> Upgraded from 3.8 to rt4 at debian6 + postfix, but my new rt4 create
> new tickets from loop emails. For example, if people email "hello" to
> rt4, then rt4 will created ticket #2, and after some minute, rt4 will
> create ticket#5 or other new tickets with the same email content. More
> emails are being sent out from rt, and most of them are the same
> content.
>
> I tried to check RT configure, postfix configure  and apache configure
> files. Still can not find solution. Do you have advise?
>
> Thank you.
>
> --
> Jia
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>
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From ruz at bestpractical.com  Sat Dec 17 17:42:18 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sun, 18 Dec 2011 02:42:18 +0400
Subject: [rt-users] why my rt4 loop create new ticket or reply ticket
 from the same email
In-Reply-To: <CAH-xxJRTu_mzQepz8M_fjOzY+0kUfJb8GE-CdVwwVYWptdxN5w@mail.gmail.com>
References: <CAH-xxJRTu_mzQepz8M_fjOzY+0kUfJb8GE-CdVwwVYWptdxN5w@mail.gmail.com>
Message-ID: <CAMOxC8tx9s=EtaT+ZX4=JApnRdAUYcbGG-ct4OxiumG8K8nN+g@mail.gmail.com>

On Sat, Dec 17, 2011 at 14:00, nectar <nectar020 at gmail.com> wrote:
> Sir,
>
> Upgraded from 3.8 to rt4 at debian6 + postfix, but my new rt4 create
> new tickets from loop emails. For example, if people email "hello" to
> rt4, then rt4 will created ticket #2, and after some minute, rt4 will
> create ticket#5 or other new tickets with the same email content. More
> emails are being sent out from rt, and most of them are the same
> content.
>
> I tried to check RT configure, postfix configure ?and apache configure
> files. Still can not find solution. Do you have advise?

Either something wrong with mail delivery system. Also, it's possible
that RTAddressRegexp option is not configured properly and RT mails
itself.

>
> Thank you.
>
> --
> Jia
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From stucki-rt-users at mi.fu-berlin.de  Mon Dec 19 04:49:06 2011
From: stucki-rt-users at mi.fu-berlin.de (Christoph (Stucki) von Stuckrad)
Date: Mon, 19 Dec 2011 10:49:06 +0100
Subject: [rt-users] why my rt4 loop create new ticket or reply ticket
 from the same email
In-Reply-To: <CAH-xxJRTu_mzQepz8M_fjOzY+0kUfJb8GE-CdVwwVYWptdxN5w@mail.gmail.com>
References: <CAH-xxJRTu_mzQepz8M_fjOzY+0kUfJb8GE-CdVwwVYWptdxN5w@mail.gmail.com>
Message-ID: <20111219094900.GD21402@localhost.mi.fu-berlin.de>

On Sat, 17 Dec 2011, nectar wrote:

> create ticket#5 or other new tickets with the same email content. More
...
> I tried to check RT configure, postfix configure  and apache configure
> files. Still can not find solution. Do you have advise?

I had such behavior, when my MTA (in my case exim, not postfix)
always believed the delivery had failed and retried forever.
So try to find out, which returncode comes from rt's mailgate,
and which returncodes postfix does accept as 'correctly delivered'.

Stucki

-- 
Christoph von Stuckrad      * * |nickname |Mail <stucki at mi.fu-berlin.de> \
Freie Universitaet Berlin   |/_*|'stucki' |Tel(Mo.,Mi.):+49 30 838-75 459|
Mathematik & Informatik EDV |\ *|if online|  (Di,Do,Fr):+49 30 77 39 6600|
Takustr. 9 / 14195 Berlin   * * |on IRCnet|Fax(home):   +49 30 77 39 6601/


From trs at bestpractical.com  Mon Dec 19 09:09:53 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 19 Dec 2011 09:09:53 -0500
Subject: [rt-users] RT 4.04 and Articles
In-Reply-To: <0CB609A1-E70A-44AB-9E5A-274455EF6BDC@umbc.edu>
References: <0CB609A1-E70A-44AB-9E5A-274455EF6BDC@umbc.edu>
Message-ID: <4EEF45B1.9030401@bestpractical.com>

On 12/16/2011 10:57 AM, Joe Kirby wrote:
> Our organization has not used RTFM at all and when I begin to explore
> Articles within RT 4.04 I see a couple of things that I think may be our
> lack of experience with this aspect.
> 
> 1. There does not seem to be a way for me to add any Content since it is
> always just a header and no box for entry
> 
> 2. When I try to extract an article from and existing ticket I get all
> the History with an apparent option to select which comments or replies
> I am interested in however there is nothing in the drop down menu for
> selecting so I can only add all history by hitting Create at the bottom
> of the screen
> 
> 
> Is there a good doc area for Articles that I may use to assist me in RT
> 4.04 setup?

docs/customizing/articles_introduction.pod

Thomas


From arnon at easydns.com  Mon Dec 19 10:39:46 2011
From: arnon at easydns.com (Arnon Clark)
Date: Mon, 19 Dec 2011 10:39:46 -0500
Subject: [rt-users] Error running rt-validator
Message-ID: <4EEF5AC2.8040102@easydns.com>

Hey folks,

I'm trying to run validator and am running into the following error :

Executing query: SELECT m.id, g.id, g.Instance
FROM
     Groups g JOIN ACL m ON g.id = m.LastUpdatedBy
WHERE
     g.Domain = ?
     AND g.Type = ?


[Mon Dec 19 15:38:54 2011] [warning]: DBD::mysql::st execute failed: 
Unknown column 'm.LastUpdatedBy' in 'on clause' at ./sbin/rt-validator 
line 1078. (./sbin/rt-validator:1078)
[Mon Dec 19 15:38:54 2011] [crit]: DBD::mysql::st execute failed: 
Unknown column 'm.LastUpdatedBy' in 'on clause' at ./sbin/rt-validator 
line 1078. (/home/arnon/rt-4.0.4/sbin/../lib/RT.pm:341)
DBD::mysql::st execute failed: Unknown column 'm.LastUpdatedBy' in 'on 
clause' at ./sbin/rt-validator line 1078.

Circumstances :

I've got a clean install of 4.0.4, bringing in a DB from 3.8.7


I import the mysql dump I made, run the vulnerable passwords, 
shrink-transactions and shrink cgm scripts, but when I check with 
validator, I get that error. Any suggestions?

Regards, and thanks

Arnon




From nectar020 at gmail.com  Mon Dec 19 12:02:02 2011
From: nectar020 at gmail.com (nectar)
Date: Tue, 20 Dec 2011 01:02:02 +0800
Subject: [rt-users] why my rt4 loop create new ticket or reply ticket
 from the same email
In-Reply-To: <20111219094900.GD21402@localhost.mi.fu-berlin.de>
References: <CAH-xxJRTu_mzQepz8M_fjOzY+0kUfJb8GE-CdVwwVYWptdxN5w@mail.gmail.com>
	<20111219094900.GD21402@localhost.mi.fu-berlin.de>
Message-ID: <CAH-xxJTO0EAQr5F151ZbypuBZbRytcxMNGhL866afry5K=9a=A@mail.gmail.com>

Christonph,

Thanks for you reply. But I do not know how to test, tried to test
rt-mailgate, get blow information.

# echo tr-lai |/opt/rt4/bin/rt-mailgate --queue sales --action
correspond --url https://domain/rt --debug
/opt/rt4/bin/rt-mailgate: temp file is '/tmp/SjjXGauJZ7/SzAAaaBYHJ'
/opt/rt4/bin/rt-mailgate: connecting to
https://domain/rt/REST/1.0/NoAuth/mail-gateway
An Error Occurred
=================

500 read failed:

/opt/rt4/bin/rt-mailgate: undefined server error

--
LiuJia


From bwiese at ElementPS.com  Mon Dec 19 12:01:36 2011
From: bwiese at ElementPS.com (Brent Wiese)
Date: Mon, 19 Dec 2011 10:01:36 -0700
Subject: [rt-users] Error running rt-validator
In-Reply-To: <4EEF5AC2.8040102@easydns.com>
References: <4EEF5AC2.8040102@easydns.com>
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F26CBC7A596@EXCCR01.eps.local>


>Circumstances :

>I've got a clean install of 4.0.4, bringing in a DB from 3.8.7


>I import the mysql dump I made, run the vulnerable passwords, shrink-transactions and shrink cgm scripts, but >when I check with validator, I get that error. Any suggestions?


Did you run the DB upgrade scripts?


From arnon at easydns.com  Mon Dec 19 12:13:17 2011
From: arnon at easydns.com (Arnon Clark)
Date: Mon, 19 Dec 2011 12:13:17 -0500
Subject: [rt-users] Solved : Re:  Error running rt-validator
In-Reply-To: <4EEF5AC2.8040102@easydns.com>
References: <4EEF5AC2.8040102@easydns.com>
Message-ID: <4EEF70AD.2060000@easydns.com>

Curse my over-exuberance.

I forgot step 6b in the readme. Obviously Validator is going to fail if 
the DB schema is off, and other assorted dumbs.

Many thanks to Kevin's swift and accurate catch of it on the chat-room!

RTFM. Always RTFM.

Thanks!

A

On 11-12-19 10:39 AM, Arnon Clark wrote:
> Hey folks,
>
> I'm trying to run validator and am running into the following error :
>
> Executing query: SELECT m.id, g.id, g.Instance
> FROM
>     Groups g JOIN ACL m ON g.id = m.LastUpdatedBy
> WHERE
>     g.Domain = ?
>     AND g.Type = ?
>
>
> [Mon Dec 19 15:38:54 2011] [warning]: DBD::mysql::st execute failed: 
> Unknown column 'm.LastUpdatedBy' in 'on clause' at ./sbin/rt-validator 
> line 1078. (./sbin/rt-validator:1078)
> [Mon Dec 19 15:38:54 2011] [crit]: DBD::mysql::st execute failed: 
> Unknown column 'm.LastUpdatedBy' in 'on clause' at ./sbin/rt-validator 
> line 1078. (/home/arnon/rt-4.0.4/sbin/../lib/RT.pm:341)
> DBD::mysql::st execute failed: Unknown column 'm.LastUpdatedBy' in 'on 
> clause' at ./sbin/rt-validator line 1078.
>
> Circumstances :
>
> I've got a clean install of 4.0.4, bringing in a DB from 3.8.7
>
>
> I import the mysql dump I made, run the vulnerable passwords, 
> shrink-transactions and shrink cgm scripts, but when I check with 
> validator, I get that error. Any suggestions?
>
> Regards, and thanks
>
> Arnon
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012



From nectar020 at gmail.com  Mon Dec 19 12:30:53 2011
From: nectar020 at gmail.com (nectar)
Date: Tue, 20 Dec 2011 01:30:53 +0800
Subject: [rt-users] cannot get result of search Chinese character - centos
	5.4
Message-ID: <CAH-xxJRdhiCHkJ4HQqKkHCGDY6BF8iX+GJJjp9XF57zBuvA4BA@mail.gmail.com>

Sir,

Installed RT4.0.4 on CentOS 5.4 box, make new database from RT or
restore mysql file, everything looks well. But cannot get result of
search Chinese character.

For example, if ticket subject is "Best Practical ??", then we can
search "Best" or "Practical" to list this ticket, but "??" get no
result.

I tried to install old version of FCGI(from 0.74 to 0.68), but still
the same issue.

refer: Centos 5.4 + FCGI + Unicode in messages = Failure -
http://www.gossamer-threads.com/lists/rt/users/92359

Do you have advise?

Thanks,

--
Jia


From falcone at bestpractical.com  Mon Dec 19 12:58:02 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 19 Dec 2011 12:58:02 -0500
Subject: [rt-users] possible RT 4.0.4 attachment bug
In-Reply-To: <2AA600764E54964491083B1E0EC81A30BBC57D6FE4@EXCLUS.nationala-1advertising.com>
References: <2AA600764E54964491083B1E0EC81A30BBC57D6FE4@EXCLUS.nationala-1advertising.com>
Message-ID: <20111219175802.GS9885@jibsheet.com>

On Fri, Dec 16, 2011 at 08:24:02AM -0500, mjames at guesswho.com wrote:
>    This may be a bug in the way attachments are handled in 4.0.4.
> 
>    We recently spun up a new instance of RT 4.0.2, then upgraded to 4.0.4. Running on Centos 5.7
>    using MySQL. Yesterday we were at ticket #53. A user sent an email last night with an
>    attachment containing sql statements (a database backup). His ticket id is #63.
> 
>    There aren't any intervening tickets. When I use the quick search for example, and try to
>    load a ticket between 53-63, I get an error:
> 
>    RT Error Could not load ticket 57 (for example)
> 
>    The only thing I can think of is that some of the statements in the attachment were acted on.
>    Is this possible?

What's in your RT logs?

-kevin
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From falcone at bestpractical.com  Mon Dec 19 13:00:05 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 19 Dec 2011 13:00:05 -0500
Subject: [rt-users] Cosmetic Bug in RT 4.0.4: "Date and Time" partially
 visible
In-Reply-To: <4EEB70B1.3010408@pacbell.net>
References: <54C00ED4-6418-4A90-8D96-316F07874861@nf.mpg.de>
	<4EEB70B1.3010408@pacbell.net>
Message-ID: <20111219180005.GT9885@jibsheet.com>

On Fri, Dec 16, 2011 at 08:24:17AM -0800, 20/20 Lab wrote:
>    I was also able to reproduce this in Firefox 8, on an XP machine, running 4.0.3.   Tho I cant
>    say I've ever noticed it before.
> 
>    On 12/16/2011 12:01 AM, Stefan Vollmar wrote:
> 
>  Hi,
> 
>  we have found a bug in RT (4.0.4) related to the "Date and Time"-picker
>  used to create reminders. To reproduce this bug, select a ticket and
>  then click into the "Due" text box in the "Reminders" widget of the
>  ticket overview. Next, select a date. If your browser window is not wide
>  enough, the time selection ui will be cut off at the windows edge. We
>  found this behavior using both Chromium and Firefox on Linux (see
>  screenshots). It is probably present in other browsers as well.

I believe there are two branches open about this, neither of which is
a great fix which is why we haven't merged anything down yet.

$ git br -a | grep 4.0 | grep time
remotes/origin/4.0/datetimepicker-ui
remotes/origin/4.0/time-picker-overflow-fix

-kevin

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From falcone at bestpractical.com  Mon Dec 19 13:01:42 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 19 Dec 2011 13:01:42 -0500
Subject: [rt-users] User with no WatchAsAdminCc right was added as
 AdminCc
In-Reply-To: <4EEB70C9.4040904@eve-team.com>
References: <4EEB70C9.4040904@eve-team.com>
Message-ID: <20111219180142.GU9885@jibsheet.com>

On Fri, Dec 16, 2011 at 05:24:41PM +0100, Gerard FENELON wrote:
>    Hi
> 
>    One of my privileged users A was able to add another user B as AdminCc
>    even though that second User B does not have the WatchAsAdminCc right as far as I can make
>    out.

That right only affects your ability to add yourself as an AdminCc
User A has ModifyTicket, they can add anyone they want as an AdminCc.

-kevin

>    User B is not privileged.
>    User B does not have any rights for that Queue in Admin/Queues/UserRights.html
> 
>    User B belongs to only one group C directly.
>    Group C is not included in any other.
>    Group C does not have any rights in Admin/Groups/GroupRights.html
>    Group C does not have any rights for that Queue in Admin/Queues/GroupRights.html
> 
>    The WatchAsAdminCc right on that queue is only given to User-defined groups to which User B
>    does not belong either directly or indirectly.
> 
>    If I look at the RightsMatrix for User B, he does not have WatchAsAdminCc right on any queue.
>    If I look at the RightsMatrix for Group C, it does not have WatchAsAdminCc right on any queue.
> 
>    User A has the following rights on that queue C
> 
>      * CommentOnTicket
>      * CreateTicket
>      * ModifyTicket
>      * OwnTicket
>      * ReplyToTicket
>      * SeeQueue
>      * ShowACL
>      * ShowOutgoingEmail
>      * ShowTicket
>      * ShowTicketComments
>      * StealTicket
>      * TakeTicket
>      * Watch
>      * WatchAsAdminCc
> 
>    Any ideas where I might have messed up ?
> 
>    Gerard

> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

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From falcone at bestpractical.com  Mon Dec 19 13:09:55 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 19 Dec 2011 13:09:55 -0500
Subject: [rt-users] why my rt4 loop create new ticket or reply ticket
 from the same email
In-Reply-To: <CAH-xxJTO0EAQr5F151ZbypuBZbRytcxMNGhL866afry5K=9a=A@mail.gmail.com>
References: <CAH-xxJRTu_mzQepz8M_fjOzY+0kUfJb8GE-CdVwwVYWptdxN5w@mail.gmail.com>
	<20111219094900.GD21402@localhost.mi.fu-berlin.de>
	<CAH-xxJTO0EAQr5F151ZbypuBZbRytcxMNGhL866afry5K=9a=A@mail.gmail.com>
Message-ID: <20111219180955.GV9885@jibsheet.com>

On Tue, Dec 20, 2011 at 01:02:02AM +0800, nectar wrote:
> Christonph,
> 
> Thanks for you reply. But I do not know how to test, tried to test
> rt-mailgate, get blow information.
> 
> # echo tr-lai |/opt/rt4/bin/rt-mailgate --queue sales --action

tr-lai is not a valid mail message, so this will never work.
You must write a simple valid email to test with using cat or <

From: your at email.com
Subject: test

body

-kevin

> correspond --url https://domain/rt --debug
> /opt/rt4/bin/rt-mailgate: temp file is '/tmp/SjjXGauJZ7/SzAAaaBYHJ'
> /opt/rt4/bin/rt-mailgate: connecting to
> https://domain/rt/REST/1.0/NoAuth/mail-gateway
> An Error Occurred
> =================
> 
> 500 read failed:
> 
> /opt/rt4/bin/rt-mailgate: undefined server error
> 
> --
> LiuJia
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
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From gerard at eve-team.com  Mon Dec 19 13:10:36 2011
From: gerard at eve-team.com (Gerard FENELON)
Date: Mon, 19 Dec 2011 19:10:36 +0100
Subject: [rt-users] User with no WatchAsAdminCc right was added as
	AdminCc
In-Reply-To: <20111219180142.GU9885@jibsheet.com>
References: <4EEB70C9.4040904@eve-team.com>
	<20111219180142.GU9885@jibsheet.com>
Message-ID: <4EEF7E1C.2090005@eve-team.com>

Thanks Kevin

Is there a way to prevent this behaviour ?
Sometimes I end up with Customers in AdminCc of tickets ...

Gerard

On 2011-12-19 19:01, Kevin Falcone wrote:
> On Fri, Dec 16, 2011 at 05:24:41PM +0100, Gerard FENELON wrote:
>>     Hi
>>
>>     One of my privileged users A was able to add another user B as AdminCc
>>     even though that second User B does not have the WatchAsAdminCc right as far as I can make
>>     out.
> That right only affects your ability to add yourself as an AdminCc
> User A has ModifyTicket, they can add anyone they want as an AdminCc.
>
> -kevin
>
>>     User B is not privileged.
>>     User B does not have any rights for that Queue in Admin/Queues/UserRights.html
>>
>>     User B belongs to only one group C directly.
>>     Group C is not included in any other.
>>     Group C does not have any rights in Admin/Groups/GroupRights.html
>>     Group C does not have any rights for that Queue in Admin/Queues/GroupRights.html
>>
>>     The WatchAsAdminCc right on that queue is only given to User-defined groups to which User B
>>     does not belong either directly or indirectly.
>>
>>     If I look at the RightsMatrix for User B, he does not have WatchAsAdminCc right on any queue.
>>     If I look at the RightsMatrix for Group C, it does not have WatchAsAdminCc right on any queue.
>>
>>     User A has the following rights on that queue C
>>
>>       * CommentOnTicket
>>       * CreateTicket
>>       * ModifyTicket
>>       * OwnTicket
>>       * ReplyToTicket
>>       * SeeQueue
>>       * ShowACL
>>       * ShowOutgoingEmail
>>       * ShowTicket
>>       * ShowTicketComments
>>       * StealTicket
>>       * TakeTicket
>>       * Watch
>>       * WatchAsAdminCc
>>
>>     Any ideas where I might have messed up ?
>>     Gerard


From falcone at bestpractical.com  Mon Dec 19 13:12:13 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 19 Dec 2011 13:12:13 -0500
Subject: [rt-users] cannot get result of search Chinese character -
 centos 5.4
In-Reply-To: <CAH-xxJRdhiCHkJ4HQqKkHCGDY6BF8iX+GJJjp9XF57zBuvA4BA@mail.gmail.com>
References: <CAH-xxJRdhiCHkJ4HQqKkHCGDY6BF8iX+GJJjp9XF57zBuvA4BA@mail.gmail.com>
Message-ID: <20111219181213.GW9885@jibsheet.com>

On Tue, Dec 20, 2011 at 01:30:53AM +0800, nectar wrote:
> Sir,
> 
> Installed RT4.0.4 on CentOS 5.4 box, make new database from RT or
> restore mysql file, everything looks well. But cannot get result of
> search Chinese character.
> 
> For example, if ticket subject is "Best Practical ??", then we can
> search "Best" or "Practical" to list this ticket, but "??" get no
> result.
> 
> I tried to install old version of FCGI(from 0.74 to 0.68), but still
> the same issue.
> 
> refer: Centos 5.4 + FCGI + Unicode in messages = Failure -
> http://www.gossamer-threads.com/lists/rt/users/92359

Were you getting Wide character in the logs?  Downgrading FCGI is
unlikely to do anything other than cause problems with RT4.0.4

What is the actual query being run, against what raw Subject field
from the database that you expect to match on?

-kevin
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From falcone at bestpractical.com  Mon Dec 19 13:13:28 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 19 Dec 2011 13:13:28 -0500
Subject: [rt-users] User with no WatchAsAdminCc right was added as
 AdminCc
In-Reply-To: <4EEF7E1C.2090005@eve-team.com>
References: <4EEB70C9.4040904@eve-team.com>
	<20111219180142.GU9885@jibsheet.com>
	<4EEF7E1C.2090005@eve-team.com>
Message-ID: <20111219181328.GX9885@jibsheet.com>

On Mon, Dec 19, 2011 at 07:10:36PM +0100, Gerard FENELON wrote:
> Thanks Kevin
> 
> Is there a way to prevent this behaviour ?
> Sometimes I end up with Customers in AdminCc of tickets ...

User education/training.

Otherwise you have to write a Scrip that takes unprivileged users off
of tickets (or otherwise modify RT to prevent it).

It's quite useful to be able to add someone random as an AdminCc, to
grant temporary visibility into 1 ticket in a Queue they would never
normally have access to.

-kevin

> On 2011-12-19 19:01, Kevin Falcone wrote:
> >On Fri, Dec 16, 2011 at 05:24:41PM +0100, Gerard FENELON wrote:
> >>    Hi
> >>
> >>    One of my privileged users A was able to add another user B as AdminCc
> >>    even though that second User B does not have the WatchAsAdminCc right as far as I can make
> >>    out.
> >That right only affects your ability to add yourself as an AdminCc
> >User A has ModifyTicket, they can add anyone they want as an AdminCc.
> >
> >-kevin
> >
> >>    User B is not privileged.
> >>    User B does not have any rights for that Queue in Admin/Queues/UserRights.html
> >>
> >>    User B belongs to only one group C directly.
> >>    Group C is not included in any other.
> >>    Group C does not have any rights in Admin/Groups/GroupRights.html
> >>    Group C does not have any rights for that Queue in Admin/Queues/GroupRights.html
> >>
> >>    The WatchAsAdminCc right on that queue is only given to User-defined groups to which User B
> >>    does not belong either directly or indirectly.
> >>
> >>    If I look at the RightsMatrix for User B, he does not have WatchAsAdminCc right on any queue.
> >>    If I look at the RightsMatrix for Group C, it does not have WatchAsAdminCc right on any queue.
> >>
> >>    User A has the following rights on that queue C
> >>
> >>      * CommentOnTicket
> >>      * CreateTicket
> >>      * ModifyTicket
> >>      * OwnTicket
> >>      * ReplyToTicket
> >>      * SeeQueue
> >>      * ShowACL
> >>      * ShowOutgoingEmail
> >>      * ShowTicket
> >>      * ShowTicketComments
> >>      * StealTicket
> >>      * TakeTicket
> >>      * Watch
> >>      * WatchAsAdminCc
> >>
> >>    Any ideas where I might have messed up ?
> >>    Gerard
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
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From jim.lesinski at gmail.com  Mon Dec 19 15:07:09 2011
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Mon, 19 Dec 2011 15:07:09 -0500
Subject: [rt-users] rt 4.0.4 (and possibly others) autocomplete custom
 field showing values from all other custom fields for non super user
 accounts?
In-Reply-To: <CAAxD6PM8Hm4Oie0+3D_OcXeO7nHdZ7N6FBOCAJ6=mZmPfHTa4g@mail.gmail.com>
References: <CAAxD6PM8Hm4Oie0+3D_OcXeO7nHdZ7N6FBOCAJ6=mZmPfHTa4g@mail.gmail.com>
Message-ID: <CAAxD6PN6O0mrWR+bG-4T4Hn3ksDeSpRB5QavwFihTtqHW3_UWA@mail.gmail.com>

Hello,

I opened a bug for the issue I described below, but no one else has
confirmed that their install is behaving the same way. If someone out there
with a test install of rt 4.0.x (preferably 4.0.4) could try the steps
outlined below I would really appreciate it. It seems to occur in both of
my environments but I wanted to rule out my own issues ;).


Ok - From a clean rt 4.0.4

1. Log in as Root account
2. Create Queue1
3. Create CustomField1 as Type "Select one value" with Render Type
"Dropdown"
4. Add values to CustomField1
"CF1Value1", "CF1Value2","CF1Value3", "CF1Value4"
5. Create CustomField2 as Type "Select one value" with Render Type
"Dropdown"
6. Add values to CustomField2
"CF2Value1", "CF2Value2","CF2Value3", "CF2Value4"
7. Create CustomField3 as Type "Enter one value with Autocompletion" with
Render Type "Dropdown"
8. Add values to CustomField3
"CF3Value1", "CF3Value2","CF3Value3", "CF3Value4"
9. Assign all of these fields to Queue1
10. Create a Group called Group1
11. Grant Group1 all permissions to Queue1 on General Rights and Rights for
Staff tab
12. Create a user named User1
13. Add User1 to Group1
14. Create a new ticket in Queue1 as the ROOT account and go to Field
CustomField3, Type 'C' and you should get
only "CF3Value1", "CF3Value2","CF3Value3", "CF3Value4"
15. Log out, Log back in as User1 and Create a new record in Queue1. In
CustomField3 Type 'C' and you will see values
                  "CF1Value1", "CF1Value2","CF1Value3", "CF1Value4"
                  "CF2Value1", "CF2Value2","CF2Value3", "CF2Value4"
                  "CF3Value1", "CF3Value2","CF3Value3", "CF3Value4"

Which are values from *all *of the custom fields, not just the
autocomplete values
specified in CustomField3. I am not sure how that could happen no matter
how wacky I made permissions are unless it is a bug.

16. Log out from User1
17. Log Back into the system as ROOT and grant User1 "Do Anything and
Everything" under Tools - Configuration - Global - User Rights - Rights for
administrators. Log out.
18. Log Back into the system as User1 and create a new ticket in Queue1. Go
to CustomField3 and type 'C'. You will now have the correct values for the
autocomplete field.



On Mon, Dec 12, 2011 at 2:21 PM, Jim Lesinski <jim.lesinski at gmail.com>wrote:

> Hello,
>
> Can someone check to see if an Autocomplete custom field shows values from
> other custom fields in their RT 4.0.4 installation for non admin users? (By
> non admin I mean the user does not have "Anything and Everything"
> permission in the system.)
>
> When I am logged in as a non admin account and type in an autocomplete
> field I seem to get all values from all custom fields that meet the text
> criteria. If I grant this same user account "Anything and Everything"
> permission, the correct values are then populated in the autocomplete
> field. I have tested this on 2 different systems and I get the same results
> from both. Basically it seems like the dataset returned for the super user
> account is different than a non super user account.
>
> Can anyone else recreate this or verify that they have the same or
> different results?
>
> Thanks,
> Jim
>
>
>
>
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From Thomas.Lau at principleone.com  Tue Dec 20 02:53:14 2011
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Tue, 20 Dec 2011 15:53:14 +0800
Subject: [rt-users] opensource report generator
Message-ID: <CD82BEB7B90BF146825130DFBE2272E80BFB398C74@p1hkdcwx01.hk.principleone.com>

Does anyone use any opensource generator to generate reports from RT? Any existing template I could take a look please?

Thomas Lau
Technology Analyst
Principle One Limited
27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong
T  +852 3555 2217     F  +852 3555 2222
Hong Kong   .   Singapore   .   Tokyo

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From nectar020 at gmail.com  Tue Dec 20 02:53:23 2011
From: nectar020 at gmail.com (nectar)
Date: Tue, 20 Dec 2011 15:53:23 +0800
Subject: [rt-users] cannot get result of search Chinese character -
	centos 5.4
In-Reply-To: <20111219181213.GW9885@jibsheet.com>
References: <CAH-xxJRdhiCHkJ4HQqKkHCGDY6BF8iX+GJJjp9XF57zBuvA4BA@mail.gmail.com>
	<20111219181213.GW9885@jibsheet.com>
Message-ID: <CAH-xxJTs8KPHUFfgxzW9hHvrtt8eR4HKMRRM-bekrG8HQ6FnSw@mail.gmail.com>

kevin,

a. search from RT as "http://domain/Search/Simple.html?q=??",  RT got:
Found 0 tickets
b. search database using SQL as "SELECT * FROM  `rt4`.`Tickets` WHERE
( `Subject` LIKE  '%??%' )", database got: Showing rows 0 - 0 (1
total, Query took 0.0003 sec)

Does it mean that we can search Chinese character from sql query, but
can not from RT web page?

--
LiuJia


From omaiszd at e-bone.hu  Tue Dec 20 06:19:05 2011
From: omaiszd at e-bone.hu (=?iso-8859-2?Q?omaisz-tak=E1cs_d=E1niel?=)
Date: Tue, 20 Dec 2011 12:19:05 +0100
Subject: [rt-users] SOS - RT 4.0.1 wont work after restarting the server
	from a power outage
Message-ID: <004101ccbf09$2fedb460$8fc91d20$@e-bone.hu>

Hi all,

Our server got a "crash" from a power outage, after restarting our RT  jumps
to the /Install/index.html site, with only one message:

Config file /opt/rt/etc/RT_SiteConfig.pm is locked

 

I found out if I give write permission to the SiteConfig, it will go into
the install procedure, but I don't want that, as this RT instance is in full
production now.

 

Please give some guidance, as fast as possible.

Thank you! All help is welcome!

Regards,

Daniel

 

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From mike.johnson at nosm.ca  Tue Dec 20 09:08:40 2011
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Tue, 20 Dec 2011 09:08:40 -0500
Subject: [rt-users] Better way to create a dialog on submit?
Message-ID: <CAFuoEe_C1PovrJD1478zz2Q_y-=3R4eHFyvHMq8-41-ThE81Yw@mail.gmail.com>

I want to be able to "catch" form submits to ask various "are you sure?"
questions to users as they do their work in RT. The only way I could think
of is inserting javascript into the various forms.

For example(this is only an example):

"Only change queue if no work is done in your area, if you need work from
another area to help complete this ticket, please create a child ticket

Are you sure you want to change queue?

Yes | No"

If I could do something like the above, I'd be able to put a fair bit more
business logic/rules into RTs hands and take it away from the users(who
tend to by-pass the rules half the time...).

Is there any better way then actually editing the code to include
javascript? I would love to have a modular way of doing it so I could
replace the functionality quickly after upgrading.

Thanks for your insight!
-- 
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 nosm.ca
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From trs at bestpractical.com  Tue Dec 20 09:29:53 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 20 Dec 2011 09:29:53 -0500
Subject: [rt-users] Better way to create a dialog on submit?
In-Reply-To: <CAFuoEe_C1PovrJD1478zz2Q_y-=3R4eHFyvHMq8-41-ThE81Yw@mail.gmail.com>
References: <CAFuoEe_C1PovrJD1478zz2Q_y-=3R4eHFyvHMq8-41-ThE81Yw@mail.gmail.com>
Message-ID: <4EF09BE1.60801@bestpractical.com>

On 12/20/2011 09:08 AM, Mike Johnson wrote:
> Is there any better way then actually editing the code to include
> javascript? I would love to have a modular way of doing it so I could
> replace the functionality quickly after upgrading.

There's no need to edit RT's core code for this.  You'd be using JS
events for this and you can attach those to the elements you want from
within your own javascript file.

Thomas


From trs at bestpractical.com  Tue Dec 20 09:32:19 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 20 Dec 2011 09:32:19 -0500
Subject: [rt-users] SOS - RT 4.0.1 wont work after restarting the server
 from a power outage
In-Reply-To: <004101ccbf09$2fedb460$8fc91d20$@e-bone.hu>
References: <004101ccbf09$2fedb460$8fc91d20$@e-bone.hu>
Message-ID: <4EF09C73.8000203@bestpractical.com>

On 12/20/2011 06:19 AM, omaisz-tak?cs d?niel wrote:
> Our server got a ?crash? from a power outage, after restarting our RT
>  jumps to the /Install/index.html site, with only one message:
> 
> Config file /opt/rt/etc/RT_SiteConfig.pm is locked
> 
> I found out if I give write permission to the SiteConfig, it will go
> into the install procedure, but I don?t want that, as this RT instance
> is in full production now.

RT going into install mode means that it can't find your database.
Check that your database server is running, not corrupted, and that you
can run queries on it by hand.

Thomas


From dgarcia at cesca.cat  Tue Dec 20 09:52:49 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Tue, 20 Dec 2011 15:52:49 +0100
Subject: [rt-users]  create more approval queues
Message-ID: <4EF0A141.7090409@cesca.cat>

I have a question with creating more approbal queues, other than the 
default that comes ('___Approval')

I create a new queue with type 'approval'.

My problem is that when creating a ticket that creates a ticket approval 
in queue '__Aprobbal' when it is approved, the ticket automatically 
switches to 'open'.
In contrast, in another queue 'approbal' that I created, the ticket does 
not go 'open' IS ALWAYSas 'new'.

Why is this?

Thankyou!!

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From sunnavy at bestpractical.com  Tue Dec 20 10:37:52 2011
From: sunnavy at bestpractical.com (sunnavy)
Date: Tue, 20 Dec 2011 23:37:52 +0800
Subject: [rt-users] create more approval queues
In-Reply-To: <4EF0A141.7090409@cesca.cat>
References: <4EF0A141.7090409@cesca.cat>
Message-ID: <20111220153752.GA5306@i5>

Queue ___Approvals has its own special rules, checkout RT::Approval::Rule and
RT::Approval::Rule::Created

best wishes
sunnavy

On 11-12-20 15:52, Daniel Garcia Mejia wrote:
> I have a question with creating more approbal queues, other than the
> default that comes ('___Approval')
> 
> I create a new queue with type 'approval'.
> 
> My problem is that when creating a ticket that creates a ticket
> approval in queue '__Aprobbal' when it is approved, the ticket
> automatically switches to 'open'.
> In contrast, in another queue 'approbal' that I created, the ticket
> does not go 'open' IS ALWAYSas 'new'.
> 
> Why is this?
> 
> Thankyou!!
> 
> -- 
> .......................................................................
>         __
>        / /       Daniel Garc?a Mej?a
>  C E / S / C A   Portals i Repositoris
>      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya
> 
>  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
>  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
> .......................................................................
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012


From dgarcia at cesca.cat  Tue Dec 20 10:46:26 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Tue, 20 Dec 2011 16:46:26 +0100
Subject: [rt-users] create more approval queues
In-Reply-To: <4EF0A141.7090409@cesca.cat>
References: <4EF0A141.7090409@cesca.cat>
Message-ID: <4EF0ADD2.8090103@cesca.cat>

So, it is possible to have a duplicate copy of queue '__Approval' but 
with another name?



On 20/12/11 15:52, Daniel Garcia Mejia wrote:
> I have a question with creating more approbal queues, other than the 
> default that comes ('___Approval')
>
> I create a new queue with type 'approval'.
>
> My problem is that when creating a ticket that creates a ticket 
> approval in queue '__Aprobbal' when it is approved, the ticket 
> automatically switches to 'open'.
> In contrast, in another queue 'approbal' that I created, the ticket 
> does not go 'open' IS ALWAYSas 'new'.
>
> Why is this?
>
> Thankyou!!
>



-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From sunnavy at bestpractical.com  Tue Dec 20 10:58:28 2011
From: sunnavy at bestpractical.com (sunnavy)
Date: Tue, 20 Dec 2011 23:58:28 +0800
Subject: [rt-users] create more approval queues
In-Reply-To: <4EF0ADD2.8090103@cesca.cat>
References: <4EF0A141.7090409@cesca.cat>
 <4EF0ADD2.8090103@cesca.cat>
Message-ID: <20111220155828.GG5741@i5>

Yes, then you need to customize RT::Approval::Rule on your own.

best wishes
sunnavy

On 11-12-20 16:46, Daniel Garcia Mejia wrote:
> So, it is possible to have a duplicate copy of queue '__Approval'
> but with another name?
> 
> 
> 
> On 20/12/11 15:52, Daniel Garcia Mejia wrote:
> >I have a question with creating more approbal queues, other than
> >the default that comes ('___Approval')
> >
> >I create a new queue with type 'approval'.
> >
> >My problem is that when creating a ticket that creates a ticket
> >approval in queue '__Aprobbal' when it is approved, the ticket
> >automatically switches to 'open'.
> >In contrast, in another queue 'approbal' that I created, the
> >ticket does not go 'open' IS ALWAYSas 'new'.
> >
> >Why is this?
> >
> >Thankyou!!
> >
> 
> 
> 
> -- 
> .......................................................................
>         __
>        / /       Daniel Garc?a Mej?a
>  C E / S / C A   Portals i Repositoris
>      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya
> 
>  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
>  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
> .......................................................................
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012


From trs at bestpractical.com  Tue Dec 20 10:59:02 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 20 Dec 2011 10:59:02 -0500
Subject: [rt-users] create more approval queues
In-Reply-To: <4EF0ADD2.8090103@cesca.cat>
References: <4EF0A141.7090409@cesca.cat> <4EF0ADD2.8090103@cesca.cat>
Message-ID: <4EF0B0C6.30301@bestpractical.com>

On 12/20/2011 10:46 AM, Daniel Garcia Mejia wrote:
> So, it is possible to have a duplicate copy of queue '__Approval' but
> with another name?

No, not without some decent hacking on core RT and an understanding of
how approvals work.  To fully emulate the ___Approvals queue, you'd also
need to disable it with the value of 2 in the database.  It's probably
possible nowadays to patch RT to check against the queue lifecycle
rather than the hardcoded queue name, if you wanted to submit a
patch/pull request.

Thomas


From dgarcia at cesca.cat  Tue Dec 20 11:21:19 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Tue, 20 Dec 2011 17:21:19 +0100
Subject: [rt-users] create more approval queues
In-Reply-To: <4EF0ADD2.8090103@cesca.cat>
References: <4EF0A141.7090409@cesca.cat> <4EF0ADD2.8090103@cesca.cat>
Message-ID: <4EF0B5FF.2090100@cesca.cat>

So, I have this script that put ticket status from 'new' to 'open' when 
all dependend on by are resolt.
With normal tickets WORKS, but with approbal tickets doesn't work... why ?

The script is:

return 1 if ($self->TransactionObj->NewValue !~ 
/^(?:resolved|deleted|rejected)$/);
   my $DepOnBy = $self->TicketObj->DependedOnBy;
   while( my $l = $DepOnBy->Next ) {
     next unless( $l->BaseURI->IsLocal );
     next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/ );

     # here you can add any action
     # see also example below
     $l->BaseObj->SetStatus('resolved');
   }
   $DepOnBy = undef;
   return 1;



Thanks for you time

On 20/12/11 16:46, Daniel Garcia Mejia wrote:
> So, it is possible to have a duplicate copy of queue '__Approval' but 
> with another name?
>
>
>
> On 20/12/11 15:52, Daniel Garcia Mejia wrote:
>> I have a question with creating more approbal queues, other than the 
>> default that comes ('___Approval')
>>
>> I create a new queue with type 'approval'.
>>
>> My problem is that when creating a ticket that creates a ticket 
>> approval in queue '__Aprobbal' when it is approved, the ticket 
>> automatically switches to 'open'.
>> In contrast, in another queue 'approbal' that I created, the ticket 
>> does not go 'open' IS ALWAYSas 'new'.
>>
>> Why is this?
>>
>> Thankyou!!
>>
>
>

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................

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From jim.h.berry at frb.gov  Tue Dec 20 12:02:33 2011
From: jim.h.berry at frb.gov (jim.h.berry at frb.gov)
Date: Tue, 20 Dec 2011 12:02:33 -0500
Subject: [rt-users] rt 4.0.4 (and possibly others) autocomplete custom
 field showing values from all other custom fields for non super
 useraccounts?
In-Reply-To: <mailman.63.1324395478.4245.rt-users@lists.bestpractical.com>
References: <mailman.63.1324395478.4245.rt-users@lists.bestpractical.com>
Message-ID: <20111220173044.0F8122C4659@ibastion.frb.gov>

I can confirm the custom field autocomplete bug that Jim Lesinski 
describes below.  RT v4.0.4, Linux, Apache.   Firefox browsers on both 
Windows and Linux. 

Slightly off topic: the custom field completion did not work at all (for 
either user) in Internet Explorer 8.  Email completion works as expected.


-- Jim Berry


> ----- Message from Jim Lesinski <jim.lesinski at gmail.com> on Mon, 19 Dec 
2011 15:07:09 -0500 
> 
> Re: [rt-users] rt 4.0.4 (and possibly others) autocomplete custom 
> field showing values from all other custom fields for non super 
useraccounts?
> 
> Hello,
> 
> I opened a bug for the issue I described below, but no one else has 
> confirmed that their install is behaving the same way. If someone 
> out there with a test install of rt 4.0.x (preferably 4.0.4) could 
> try the steps outlined below I would really appreciate it. It seems 
> to occur in both of my environments but I wanted to rule out my own 
issues ;).
> 
> Ok - From a clean rt 4.0.4
> 
> 1. Log in as Root account
> 2. Create Queue1
> 3. Create CustomField1 as Type "Select one value" with Render Type 
"Dropdown"
> 4. Add values to CustomField1 
> "CF1Value1", "CF1Value2","CF1Value3", "CF1Value4"
> 5. Create CustomField2 as Type "Select one value" with Render Type 
"Dropdown"
> 6. Add values to CustomField2 
> "CF2Value1", "CF2Value2","CF2Value3", "CF2Value4"
> 7. Create CustomField3 as Type "Enter one value with Autocompletion"
> with Render Type "Dropdown"
> 8. Add values to CustomField3 
> "CF3Value1", "CF3Value2","CF3Value3", "CF3Value4"
> 9. Assign all of these fields to Queue1
> 10. Create a Group called Group1
> 11. Grant Group1 all permissions to Queue1 on General Rights and 
> Rights for Staff tab
> 12. Create a user named User1
> 13. Add User1 to Group1
> 14. Create a new ticket in Queue1 as the ROOT account and go to 
> Field CustomField3, Type 'C' and you should get 
> only "CF3Value1", "CF3Value2","CF3Value3", "CF3Value4"
> 15. Log out, Log back in as User1 and Create a new record in Queue1.
> In CustomField3 Type 'C' and you will see values 
>                   "CF1Value1", "CF1Value2","CF1Value3", "CF1Value4"
>                   "CF2Value1", "CF2Value2","CF2Value3", "CF2Value4"
>                   "CF3Value1", "CF3Value2","CF3Value3", "CF3Value4"
> 
> Which are values from all of the custom fields, not just 
the autocomplete
>  values specified in CustomField3. I am not sure how that could 
> happen no matter how wacky I made permissions are unless it is a bug.
> 
> 16. Log out from User1
> 17. Log Back into the system as ROOT and grant User1 "Do Anything 
> and Everything" under Tools - Configuration - Global - User Rights -
> Rights for administrators. Log out.
> 18. Log Back into the system as User1 and create a new ticket in 
> Queue1. Go to CustomField3 and type 'C'. You will now have the 
> correct values for the autocomplete field. 
> 
> 

> On Mon, Dec 12, 2011 at 2:21 PM, Jim Lesinski <jim.lesinski at gmail.com> 
wrote:
> Hello,
> 
> Can someone check to see if an Autocomplete custom field shows 
> values from other custom fields in their RT 4.0.4 installation for 
> non admin users? (By non admin I mean the user does not have 
> "Anything and Everything" permission in the system.)
> 
> When I am logged in as a non admin account and type in an 
> autocomplete field I seem to get all values from all custom fields 
> that meet the text criteria. If I grant this same user account 
> "Anything and Everything" permission, the correct values are then 
> populated in the autocomplete field. I have tested this on 2 
> different systems and I get the same results from both. Basically it
> seems like the dataset returned for the super user account is 
> different than a non super user account.
> 
> Can anyone else recreate this or verify that they have the same or 
> different results?
> 
> Thanks,
> Jim
> 
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From dgarcia at cesca.cat  Tue Dec 20 12:05:26 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Tue, 20 Dec 2011 18:05:26 +0100
Subject: [rt-users]  Execution of scripts
Message-ID: <4EF0C056.6020305@cesca.cat>

I have a little question:

It is possibly to decide the order of execution of the scripts I have 
created in a queue?

If it possible , how can decide the order ?



Thanks

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From kenn.crocker at gmail.com  Tue Dec 20 14:41:15 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Tue, 20 Dec 2011 11:41:15 -0800
Subject: [rt-users] Execution of scripts
In-Reply-To: <4EF0C056.6020305@cesca.cat>
References: <4EF0C056.6020305@cesca.cat>
Message-ID: <CAOtpkag4h3jSC_jGNVkYag-p2fQfkdXcqPBqmE720G4s152EOg@mail.gmail.com>

Daniel,

RT will auto execute in alphabetical order (on scrip name) for transbatch
scrips. I use "1a" thru "1c" as a prefix for my global and Queue based
scrips.
When they run in batch, the Custom Fields that are used in my "Notify"
scrips/Templates are modified first.
That way the info in the templates is updated before the notification is
executed.

Kenn

On Tue, Dec 20, 2011 at 9:05 AM, Daniel Garcia Mejia <dgarcia at cesca.cat>wrote:

> I have a little question:
>
> It is possibly to decide the order of execution of the scripts I have
> created in a queue?
>
> If it possible , how can decide the order ?
>
>
>
> Thanks
>
> --
> ..............................**..............................**
> ...........
>        __
>       / /       Daniel Garc?a Mej?a
>  C E / S / C A   Portals i Repositoris
>     /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya
>
>  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
>  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
> ..............................**..............................**
> ...........
>
> --------
> RT Training Sessions (http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html>
> )
> * Boston  March 5 & 6, 2012
>
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From vollmar at nf.mpg.de  Wed Dec 21 07:00:37 2011
From: vollmar at nf.mpg.de (Stefan Vollmar)
Date: Wed, 21 Dec 2011 13:00:37 +0100
Subject: [rt-users] Cosmetic Bug in RT 4.0.4: "Date and Time" partially
 visible
In-Reply-To: <20111219180005.GT9885@jibsheet.com>
References: <54C00ED4-6418-4A90-8D96-316F07874861@nf.mpg.de>
	<4EEB70B1.3010408@pacbell.net> <20111219180005.GT9885@jibsheet.com>
Message-ID: <C90CF10D-A18D-40CB-BB49-E52792339058@nf.mpg.de>

Dear Kevin,

thanks for the quick answer - solving this particular bug is far from "mission critical" for us, so there is no hurry from our point of view.

Warm regards,
 Stefan

On 19.12.2011, at 19:00, Kevin Falcone wrote:

> On Fri, Dec 16, 2011 at 08:24:17AM -0800, 20/20 Lab wrote:
>>   I was also able to reproduce this in Firefox 8, on an XP machine, running 4.0.3.   Tho I cant
>>   say I've ever noticed it before.
>> 
>>   On 12/16/2011 12:01 AM, Stefan Vollmar wrote:
>> 
>> Hi,
>> 
>> we have found a bug in RT (4.0.4) related to the "Date and Time"-picker
>> used to create reminders. To reproduce this bug, select a ticket and
>> then click into the "Due" text box in the "Reminders" widget of the
>> ticket overview. Next, select a date. If your browser window is not wide
>> enough, the time selection ui will be cut off at the windows edge. We
>> found this behavior using both Chromium and Firefox on Linux (see
>> screenshots). It is probably present in other browsers as well.
> 
> I believe there are two branches open about this, neither of which is
> a great fix which is why we haven't merged anything down yet.
> 
> $ git br -a | grep 4.0 | grep time
> remotes/origin/4.0/datetimepicker-ui
> remotes/origin/4.0/time-picker-overflow-fix
> 
> -kevin
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut f?r neurologische Forschung
Gleuelerstr. 50, 50931 K?ln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
Email: vollmar at nf.mpg.de   http://www.nf.mpg.de






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From falcone at bestpractical.com  Wed Dec 21 10:52:13 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 21 Dec 2011 10:52:13 -0500
Subject: [rt-users] cannot get result of search Chinese character -
 centos 5.4
In-Reply-To: <CAH-xxJTs8KPHUFfgxzW9hHvrtt8eR4HKMRRM-bekrG8HQ6FnSw@mail.gmail.com>
References: <CAH-xxJRdhiCHkJ4HQqKkHCGDY6BF8iX+GJJjp9XF57zBuvA4BA@mail.gmail.com>
	<20111219181213.GW9885@jibsheet.com>
	<CAH-xxJTs8KPHUFfgxzW9hHvrtt8eR4HKMRRM-bekrG8HQ6FnSw@mail.gmail.com>
Message-ID: <20111221155213.GY9885@jibsheet.com>

On Tue, Dec 20, 2011 at 03:53:23PM +0800, nectar wrote:
> kevin,
> 
> a. search from RT as "http://domain/Search/Simple.html?q=??",  RT got:
> Found 0 tickets
> b. search database using SQL as "SELECT * FROM  `rt4`.`Tickets` WHERE
> ( `Subject` LIKE  '%??%' )", database got: Showing rows 0 - 0 (1
> total, Query took 0.0003 sec)
> 
> Does it mean that we can search Chinese character from sql query, but
> can not from RT web page?

Please turn on $StatementLog in your config and capture the actual
query that RT runs.  We'd also need to see the actual Subject line
stored in the Tickets table.

-kevin
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From trs at bestpractical.com  Wed Dec 21 11:19:10 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 21 Dec 2011 11:19:10 -0500
Subject: [rt-users] custom field autocompletion not working in IE 8?
In-Reply-To: <20111220173044.0F8122C4659@ibastion.frb.gov>
References: <mailman.63.1324395478.4245.rt-users@lists.bestpractical.com>
	<20111220173044.0F8122C4659@ibastion.frb.gov>
Message-ID: <4EF206FE.5030904@bestpractical.com>

Hey Jim,

On 12/20/2011 12:02 PM, jim.h.berry at frb.gov wrote:
> Slightly off topic: the custom field completion did not work at all (for
> either user) in Internet Explorer 8.  Email completion works as expected.

Can you file a bug (mail rt-bugs at bestpractical.com) with some details?
Thanks!

Thomas


From falcone at bestpractical.com  Wed Dec 21 13:40:12 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 21 Dec 2011 13:40:12 -0500
Subject: [rt-users] custom field autocompletion not working in IE 8?
In-Reply-To: <4EF206FE.5030904@bestpractical.com>
References: <mailman.63.1324395478.4245.rt-users@lists.bestpractical.com>
	<20111220173044.0F8122C4659@ibastion.frb.gov>
	<4EF206FE.5030904@bestpractical.com>
Message-ID: <20111221184012.GZ9885@jibsheet.com>

On Wed, Dec 21, 2011 at 11:19:10AM -0500, Thomas Sibley wrote:
> Hey Jim,
> 
> On 12/20/2011 12:02 PM, jim.h.berry at frb.gov wrote:
> > Slightly off topic: the custom field completion did not work at all (for
> > either user) in Internet Explorer 8.  Email completion works as expected.
> 
> Can you file a bug (mail rt-bugs at bestpractical.com) with some details?
> Thanks!

I believe this has a bugfix on 4.0-trunk and will be in the next
release (it had to do with a trailing comma in the JS that made IE
angry).  If anyone wants to patch the fix into 4.0.4, they can do so
with 91744eda7535b0489b7d302b5b6b69f5036d355c

-kevin
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From gmayes at uoregon.edu  Wed Dec 21 18:12:04 2011
From: gmayes at uoregon.edu (Geoff Mayes)
Date: Wed, 21 Dec 2011 23:12:04 +0000
Subject: [rt-users] Option to store attachments on the filesystem
Message-ID: <6312F7735995824DBDF26DF3C332CCDE71150D@ad-cc-mbx01>

Hello RT Users and Developers,

Our RT instance at the University of Oregon is outgrowing the standard settings in some ways.  One way is with attachments.  The size of our database is 15.3GB and 13.7GB of that comes from the Attachments table.  If our attachments were stored on a high-performance fileserver (or locally if you prefer), our database would shrink to 1.6GB.  This would have numerous positive ramifications:

- Database dumps/backups would finish in 1/10 the time
- Database restores would finish in 1/10 the time
- Planned downtimes and disaster recovery situations could be more nimbly performed (scp'ing around the db dump, restoring, etc)
- Backups could be taken much more frequently
- More backups could be stored
- MySQL replication would be more robust with less binary data to chew on
- Larger attachments could be permitted because there would be less fear of the database growing too quickly
- Reduced database load querying/inserting/deleting/joining attachments

I've read in previous posts to this mailing list (see below) that the arguments against this are that (1) attachments on the filesystem can't be searched and (2) the data backing the application will not be in one tidy database package but instead spread out across the db and filesystem.  For our instance we don't care about #1, and for #2, while I understand the argument, I would actually argue the opposite: when attachments are on a high-performance, redundant SAN managed by a dedicated storage team that I don't have to worry about, my job administering RT just got a whole lot easier because I only have to worry about ensuring the fileserver is mounted and $AttachmentsPath (just an example config option) is properly set.  I worked previously at a company that ran one of the largest instances of Bugzilla in the world and we served up 30TB of attachments over a fileserver without any problems.  Can you imagine those attachments in a MySQL database?  When ticket tracking systems are no longer small-ish, moving attachments out of the database becomes a must.

I'm not asking the RT folks to switch attachment storage to the filesystem instead of the database.  My wish is that RT offers its administrators the ability to choose one or the other.  I know this has been a hot topic in the past, but I was hoping we could revisit the issue.  Best Practical folks -- are you open to this?  If so, would it help the process if I did all the work and submitted a patch?  If so, should I file a bug so that we can talk about the way you would like this implemented?

Given my reading of the history of this issue, I think a lot of folks would benefit from this feature.  I've included previous postings about this issue below.  Let me know if I can help and how I can.  We would love to upstream a patch so our local instance doesn't diverge too severely from you all.

Thanks for your consideration, Geoff Mayes

One of the first, meaty discussions:
http://www.gossamer-threads.com/lists/rt/devel/706
http://www.gossamer-threads.com/lists/rt/devel/37733
http://www.gossamer-threads.com/lists/rt/users/39507
The best discussion of the issue:
http://www.gossamer-threads.com/lists/rt/users/67406
Best Practical has recently worked on this issue:
http://www.gossamer-threads.com/lists/rt/users/89596



From ktm at rice.edu  Thu Dec 22 09:42:55 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Thu, 22 Dec 2011 08:42:55 -0600
Subject: [rt-users] Option to store attachments on the filesystem
In-Reply-To: <6312F7735995824DBDF26DF3C332CCDE71150D@ad-cc-mbx01>
References: <6312F7735995824DBDF26DF3C332CCDE71150D@ad-cc-mbx01>
Message-ID: <20111222144255.GD28286@staff-mud-56-27.rice.edu>

On Wed, Dec 21, 2011 at 11:12:04PM +0000, Geoff Mayes wrote:
> Hello RT Users and Developers,
> 
> Our RT instance at the University of Oregon is outgrowing the standard settings in some ways.  One way is with attachments.  The size of our database is 15.3GB and 13.7GB of that comes from the Attachments table.  If our attachments were stored on a high-performance fileserver (or locally if you prefer), our database would shrink to 1.6GB.  This would have numerous positive ramifications:
> 
> - Database dumps/backups would finish in 1/10 the time
> - Database restores would finish in 1/10 the time
> - Planned downtimes and disaster recovery situations could be more nimbly performed (scp'ing around the db dump, restoring, etc)
> - Backups could be taken much more frequently
> - More backups could be stored
> - MySQL replication would be more robust with less binary data to chew on
> - Larger attachments could be permitted because there would be less fear of the database growing too quickly
> - Reduced database load querying/inserting/deleting/joining attachments
> 
> I've read in previous posts to this mailing list (see below) that the arguments against this are that (1) attachments on the filesystem can't be searched and (2) the data backing the application will not be in one tidy database package but instead spread out across the db and filesystem.  For our instance we don't care about #1, and for #2, while I understand the argument, I would actually argue the opposite: when attachments are on a high-performance, redundant SAN managed by a dedicated storage team that I don't have to worry about, my job administering RT just got a whole lot easier because I only have to worry about ensuring the fileserver is mounted and $AttachmentsPath (just an example config option) is properly set.  I worked previously at a company that ran one of the largest instances of Bugzilla in the world and we served up 30TB of attachments over a fileserver without any problems.  Can you imagine those attachments in a MySQL database?  When ticket tracking syste
>  ms are no longer small-ish, moving attachments out of the database becomes a must.
> 
> I'm not asking the RT folks to switch attachment storage to the filesystem instead of the database.  My wish is that RT offers its administrators the ability to choose one or the other.  I know this has been a hot topic in the past, but I was hoping we could revisit the issue.  Best Practical folks -- are you open to this?  If so, would it help the process if I did all the work and submitted a patch?  If so, should I file a bug so that we can talk about the way you would like this implemented?
> 
> Given my reading of the history of this issue, I think a lot of folks would benefit from this feature.  I've included previous postings about this issue below.  Let me know if I can help and how I can.  We would love to upstream a patch so our local instance doesn't diverge too severely from you all.
> 
> Thanks for your consideration, Geoff Mayes
> 
> One of the first, meaty discussions:
> http://www.gossamer-threads.com/lists/rt/devel/706
> http://www.gossamer-threads.com/lists/rt/devel/37733
> http://www.gossamer-threads.com/lists/rt/users/39507
> The best discussion of the issue:
> http://www.gossamer-threads.com/lists/rt/users/67406
> Best Practical has recently worked on this issue:
> http://www.gossamer-threads.com/lists/rt/users/89596
> 

Hi Geoff,

I had thought that something like this had already been implemented
by Best Practical for a customer. Hopefully, they can provide some
feedback regarding the utility and possible problems of such an
approach from personal experience. Maybe they would consider releasing
it as an extenstion.

As far as the assertion that "a lot of folks would benefit from this
feature", I doubt that would be the case for the vast majority of RT
users. Most users can handle "one-stop-shopping" type applications
with far fewer problems. Once you divorce the metadate repository
from the actual ticket data, you add a whole slew of different failure
modes that will require much more sophisticated administration processes
to prevent, ameliorate, or recover from. Your reference to leveraging
an existing SAN+SAN management team gives a hint to the increase in
both complexity and cost of running an instance.

There are a wide range of RT users from systems that manage a handful
of tickets a week all the way to systems handling thousands of tickets
or more a week. Those on the small end can/should use whatever DB
backend that they are familiar with to simplify administration and
the "what did I do?!" errors due to a lack of familiarity. As you
move towards larger implementations, your DB backend needs to be
chosen based on it viability in an enterprise/large-scale environment.
I do not know the level of your local MySQL expertise and I am certainly
not a MySQL expert, but a 15GB database does not strike me as particularly
large, by any metric. Maybe you would benefit by changing your backend DB
to something that scales better. I know that other DBs support tablespaces
that can allow you to move certain tables to different filesystems/locations
to provide for more parallel partitioning across more I/O resources.

Sorry for the slight ramble. I am looking forward to this discussion and
if this feature is added some documentation describing when and when not
to use it will be essential.

Regards,
Ken
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
> 


From dgarcia at cesca.cat  Thu Dec 22 11:00:53 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Thu, 22 Dec 2011 17:00:53 +0100
Subject: [rt-users]  Custom Lifecycles tickets
Message-ID: <4EF35435.30301@cesca.cat>

Hi,

I have one question about Lifecycle:

I defined one new stat of ticket 'waiting' Lifecycle in RT_SiteConfig.pm.
It is possible to assign a custom Lifecycle to specific queue on my 
system? How?





My custom Lifecycle is:

Set(%Lifecycles,
     custom => {
         initial         => [ 'new' ],
         inactive        => [ 'waiting', 'resolved', 'rejected', 
'deleted' ],

         defaults => {
             on_create => 'new',
             on_merge  => 'resolved',
             approved  => 'open',
             denied    => 'rejected',
         },

         transitions => {
             ''       => [qw(new open resolved)],

             # from   => [ to list ],
             new      => [qw(new open stalled resolved rejected deleted)],
             open     => [qw(new stalled resolved rejected deleted 
waiting )],
             stalled  => [qw(new open rejected resolved deleted)],
             resolved => [qw(new open stalled rejected deleted)],
             rejected => [qw(new open stalled resolved deleted)],
             deleted  => [qw(new)],
          waiting  => [qw(open resolved)]
         },
         rights => {
             '* -> deleted'  => 'DeleteTicket',
         '* -> waiting'  => 'WaitTicket',
             '* -> *'        => 'ModifyTicket',
         },
         actions => [
             'new -> open'      => {
                 label  => 'Open It', # loc
                 update => 'Respond',
             },
             'new -> new'      => {
                 label  => 'Respond but leave New', # loc
                 update => 'Respond',
             },
             'new -> resolved'  => {
                 label  => 'Resolve', # loc
                 update => 'Respond',
             },
             'new -> rejected'  => {
                 label  => 'Reject', # loc
                 update => 'Respond',
             },
             'new -> deleted'   => {
                 label  => 'Delete', # loc
             },

             'open -> stalled'  => {
                 label  => 'Stall', # loc
                 update => 'Comment',
             },
             'open -> rejected' => {
                 label  => 'Reject', # loc
                 update => 'Respond',
             },

             'stalled -> open'  => {
                 label  => 'Open It', # loc
             },
             'resolved -> open' => {
                 label  => 'Re-open', # loc
                 update => 'Comment',
             },
             'rejected -> open' => {
                 label  => 'Re-open', # loc
                 update => 'Comment',
             },
             'deleted -> open'  => {
                 label  => 'Undelete', # loc
             },
             'open -> resolved' => {
                 label  => 'Resolve', # loc
                 update => 'Respond',
             },
         'open -> resolved' => {
         label => 'Quick Resolve',
          }
         ],
     },
     __maps__ => {
         'custom -> default' => {
         new => 'new',
         open => 'open',
         stalled => 'stalled',
         resolved => 'resolved',
         rejected => 'rejected',
         deleted => 'deleted',
         waiting => 'stalled',
         },
         'default -> custom' => {
         new => 'new',
         open => 'open',
         stalled => 'waiting',
         resolved => 'resolved',
         rejected => 'rejected',
         deleted => 'deleted',
         },
     },
);

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From trs at bestpractical.com  Thu Dec 22 11:15:15 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 22 Dec 2011 11:15:15 -0500
Subject: [rt-users] Custom Lifecycles tickets
In-Reply-To: <4EF35435.30301@cesca.cat>
References: <4EF35435.30301@cesca.cat>
Message-ID: <4EF35793.1020901@bestpractical.com>

On 12/22/2011 11:00 AM, Daniel Garcia Mejia wrote:
> I defined one new stat of ticket 'waiting' Lifecycle in RT_SiteConfig.pm.
> It is possible to assign a custom Lifecycle to specific queue on my
> system? How?

On the Modify Queue page for the specific queue.

Thomas


From drey111 at gmail.com  Thu Dec 22 12:43:02 2011
From: drey111 at gmail.com (Joe Harris)
Date: Thu, 22 Dec 2011 12:43:02 -0500
Subject: [rt-users] Option to store attachments on the filesystem
In-Reply-To: <20111222144255.GD28286@staff-mud-56-27.rice.edu>
References: <6312F7735995824DBDF26DF3C332CCDE71150D@ad-cc-mbx01>
	<20111222144255.GD28286@staff-mud-56-27.rice.edu>
Message-ID: <2CD146F8-A3E8-429B-A289-92CD1A5F47AC@gmail.com>

I am looking into this type of functionality as well. We were thinking of an NSF share in a web directory to drop the attachment with a way to drop a link within the ticket. So the attachments may not even exist on the RT server, but there will be links in the ticket to a web server that houses the attachment. 




On Dec 22, 2011, at 9:42 AM, "ktm at rice.edu" <ktm at rice.edu> wrote:

> On Wed, Dec 21, 2011 at 11:12:04PM +0000, Geoff Mayes wrote:
>> Hello RT Users and Developers,
>> 
>> Our RT instance at the University of Oregon is outgrowing the standard settings in some ways.  One way is with attachments.  The size of our database is 15.3GB and 13.7GB of that comes from the Attachments table.  If our attachments were stored on a high-performance fileserver (or locally if you prefer), our database would shrink to 1.6GB.  This would have numerous positive ramifications:
>> 
>> - Database dumps/backups would finish in 1/10 the time
>> - Database restores would finish in 1/10 the time
>> - Planned downtimes and disaster recovery situations could be more nimbly performed (scp'ing around the db dump, restoring, etc)
>> - Backups could be taken much more frequently
>> - More backups could be stored
>> - MySQL replication would be more robust with less binary data to chew on
>> - Larger attachments could be permitted because there would be less fear of the database growing too quickly
>> - Reduced database load querying/inserting/deleting/joining attachments
>> 
>> I've read in previous posts to this mailing list (see below) that the arguments against this are that (1) attachments on the filesystem can't be searched and (2) the data backing the application will not be in one tidy database package but instead spread out across the db and filesystem.  For our instance we don't care about #1, and for #2, while I understand the argument, I would actually argue the opposite: when attachments are on a high-performance, redundant SAN managed by a dedicated storage team that I don't have to worry about, my job administering RT just got a whole lot easier because I only have to worry about ensuring the fileserver is mounted and $AttachmentsPath (just an example config option) is properly set.  I worked previously at a company that ran one of the largest instances of Bugzilla in the world and we served up 30TB of attachments over a fileserver without any problems.  Can you imagine those attachments in a MySQL database?  When ticket tracking sys
> te
>> ms are no longer small-ish, moving attachments out of the database becomes a must.
>> 
>> I'm not asking the RT folks to switch attachment storage to the filesystem instead of the database.  My wish is that RT offers its administrators the ability to choose one or the other.  I know this has been a hot topic in the past, but I was hoping we could revisit the issue.  Best Practical folks -- are you open to this?  If so, would it help the process if I did all the work and submitted a patch?  If so, should I file a bug so that we can talk about the way you would like this implemented?
>> 
>> Given my reading of the history of this issue, I think a lot of folks would benefit from this feature.  I've included previous postings about this issue below.  Let me know if I can help and how I can.  We would love to upstream a patch so our local instance doesn't diverge too severely from you all.
>> 
>> Thanks for your consideration, Geoff Mayes
>> 
>> One of the first, meaty discussions:
>> http://www.gossamer-threads.com/lists/rt/devel/706
>> http://www.gossamer-threads.com/lists/rt/devel/37733
>> http://www.gossamer-threads.com/lists/rt/users/39507
>> The best discussion of the issue:
>> http://www.gossamer-threads.com/lists/rt/users/67406
>> Best Practical has recently worked on this issue:
>> http://www.gossamer-threads.com/lists/rt/users/89596
>> 
> 
> Hi Geoff,
> 
> I had thought that something like this had already been implemented
> by Best Practical for a customer. Hopefully, they can provide some
> feedback regarding the utility and possible problems of such an
> approach from personal experience. Maybe they would consider releasing
> it as an extenstion.
> 
> As far as the assertion that "a lot of folks would benefit from this
> feature", I doubt that would be the case for the vast majority of RT
> users. Most users can handle "one-stop-shopping" type applications
> with far fewer problems. Once you divorce the metadate repository
> from the actual ticket data, you add a whole slew of different failure
> modes that will require much more sophisticated administration processes
> to prevent, ameliorate, or recover from. Your reference to leveraging
> an existing SAN+SAN management team gives a hint to the increase in
> both complexity and cost of running an instance.
> 
> There are a wide range of RT users from systems that manage a handful
> of tickets a week all the way to systems handling thousands of tickets
> or more a week. Those on the small end can/should use whatever DB
> backend that they are familiar with to simplify administration and
> the "what did I do?!" errors due to a lack of familiarity. As you
> move towards larger implementations, your DB backend needs to be
> chosen based on it viability in an enterprise/large-scale environment.
> I do not know the level of your local MySQL expertise and I am certainly
> not a MySQL expert, but a 15GB database does not strike me as particularly
> large, by any metric. Maybe you would benefit by changing your backend DB
> to something that scales better. I know that other DBs support tablespaces
> that can allow you to move certain tables to different filesystems/locations
> to provide for more parallel partitioning across more I/O resources.
> 
> Sorry for the slight ramble. I am looking forward to this discussion and
> if this feature is added some documentation describing when and when not
> to use it will be essential.
> 
> Regards,
> Ken
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5 & 6, 2012
>> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012


From gmayes at uoregon.edu  Thu Dec 22 15:42:43 2011
From: gmayes at uoregon.edu (Geoff Mayes)
Date: Thu, 22 Dec 2011 20:42:43 +0000
Subject: [rt-users] Option to store attachments on the filesystem
In-Reply-To: <2CD146F8-A3E8-429B-A289-92CD1A5F47AC@gmail.com>
References: <6312F7735995824DBDF26DF3C332CCDE71150D@ad-cc-mbx01>
	<20111222144255.GD28286@staff-mud-56-27.rice.edu>,
	<2CD146F8-A3E8-429B-A289-92CD1A5F47AC@gmail.com>
Message-ID: <6312F7735995824DBDF26DF3C332CCDE7115FA@ad-cc-mbx01>

Hi Kevin and Joe,

Joe -- that's exactly what I did at a previous company where we served 30TB of Bugzilla attachments and it worked very well.  I plan to do that with RT too.

Kevin -- thanks so much for your detailed response.  Yeah, definitely, I think this is an important conversation to have and I am so happy that others are weighing in.

> As far as the assertion that "a lot of folks would benefit from this
> feature", I doubt that would be the case for the vast majority of RT
> users. Most users can handle "one-stop-shopping" type applications
> with far fewer problems.

Yes, you're right.  I was a bit overzealous in claiming that "a lot of folks would benefit from this feature."  By "a lot" I did not mean the majority but instead that a not insignificant number of RT users would be interested in this feature (per the previous list postings I referenced).

> Once you divorce the metadate repository
> from the actual ticket data, you add a whole slew of different failure
> modes that will require much more sophisticated administration processes
> to prevent, ameliorate, or recover from.

I don't think this is the case, especially if this feature is implemented well.  RT only needs to deal with filesystem attachments for the "Create Ticket" and "Display Ticket" pages where users can upload or view attachments.  When displaying tickets RT could have a 5 second timeout when trying to access the local filesystem (over AJAX so the page still loads quickly entirely from the database) and if there is a timeout or failure, RT would log the issue (and optionally email) the admin and display a user-friendly message in the same attachments UI area stating that the attachments couldn't be displayed.

I envision searching of attachments being disabled in RT if the user has chosen to store attachments on the filesystem and this would of course be well-documented for those choosing to install RT with filesystem attachments.  RT could still keep the Attachments table and store metadata about files in that table when a user uploads a file, but this isn't necessary and I'd let Best Practical decide this.  Keeping attachments in the Transactions table isn't necessary, but it fits with the design of RT and would be nice to have.  Again, all of this is internal RT implementation details, and depending on how well it is done, the local administrator of RT could have an incredibly simple and easy experience if they chose to store attachments on the filesystem instead of the database. 

The local filesystem or fileserver itself is, granted, an additional piece to manage, but it is an incredibly simple piece.  I would much rather manage files on a filesystem than files in a database when I could have a database be 1.6GB instead of 15GB.  And there are so many free (as well as expensive) ways to manage data (e.g. NFS, rsync, RAID, high-end redundant SANs, etc).  Most importantly, the binary data is separated from textual data, and separate backup schedules and schemes are then permitted.  Yay for modular design!  As I said previously, I previously administered 30TB of attachments over NFS for a different tracking system and it worked very well.

> Your reference to leveraging an existing SAN+SAN management team gives a hint to the increase in
> both complexity and cost of running an instance.

This cost is up to the user depending on how secure and robust they would like their data to be.  RT only provides the option for local or database attachment storage.  The user can then decide whether a cheap SATA local disk serves the attachments or a super-expensive (or cheap), locally-mounted fileserver.

> There are a wide range of RT users from systems that manage a handful
> of tickets a week all the way to systems handling thousands of tickets
> or more a week. Those on the small end can/should use whatever DB
> backend that they are familiar with to simplify administration and
> the "what did I do?!" errors due to a lack of familiarity.

Totally agree with this.  An option to store attachments on the filesystem, however, is database-agnostic, so RT admins can select this option with MySQL, Oracle, Postgres, SQLite, etc.

> As you move towards larger implementations, your DB backend needs to be
> chosen based on it viability in an enterprise/large-scale environment.
> I do not know the level of your local MySQL expertise and I am certainly
> not a MySQL expert, but a 15GB database does not strike me as particularly
> large, by any metric. Maybe you would benefit by changing your backend DB
> to something that scales better. I know that other DBs support tablespaces
> that can allow you to move certain tables to different filesystems/locations
> to provide for more parallel partitioning across more I/O resources.

Our desire to store attachments outside of the database, at this point, has little to do with application performance and everything to do with backups, disaster recovery, upgrades, and downtimes.  That being said, I do know that there are big performance gains that come from storing attachments outside of the database.  Check out one of Bugzilla's core developers discussion of this issue and their work-in-progress implementation: https://bugzilla.mozilla.org/show_bug.cgi?id=577532.  So moving attachments out of the database *is* an actual tuning option, just like the other options you mentioned.  Why do something drastic like changing the database backend or performing complicated and expert-level tuning/sharding/partitioning, when I could just add a few config options to RT_SiteConfig.pm and run a script (for a pre-existing instance) that then sets up my instance to serve attachments from a filesystem instead of the db?

Here's one recent example of how our current database size is negatively impacting us:  We upgraded from 3.8.4 to 4.0.4 yesterday and it took almost an hour to dump our database and almost an hour to import the database (we were upgrading MySQL and the OSes as well).  And then we had to import it again because max_packet_size was set too small (which wouldn't have been a problem if attachments were outside the db: anecdotal and not logical argument, but nonetheless a real-world occurrence as errors happen) so add another hour instead of only another 10 minutes.  If attachments were stored outside of the database, we could have reduced just the backup and import phases from 3 hours to 20 minutes.  That is a huge difference, especially when your application is used by thousands of customers waiting to log back in.  The positive ramifications continue: internal development of RT is much faster with a small database because we can copy them around the network faster, perform imports in 1/10th the time, and keep our development database up-to-date much easier.

If someone knew of a simpler way to cut the dump and restore times by 1/10, I would love to hear it and be totally open to a different solution.

The main point I would like to restate is that larger or quickly-growing instances of RT are very different than smaller or slowly-growing instances.  One pain point of the larger instances is the size of the database and how that affects backups, restores, disaster recoveries, and development.  Having the option to store attachments outside of the database allows the larger RT instances to more easily manage their data for a much longer period of time.  Most importantly for the Best Practical folks, this option increase the appeal of RT to larger organizations instead of the "small- to medium-sized" market as stated at http://requesttracker.wikia.com/wiki/ManualIntroduction.  The addition of this feature along with the recent SphinxSE option truly makes RT more feasible and attractive to larger organizations.

Kind regards, Geoff Mayes

________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] on behalf of Joe Harris [drey111 at gmail.com]
Sent: Thursday, December 22, 2011 9:43 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Option to store attachments on the filesystem

I am looking into this type of functionality as well. We were thinking of an NSF share in a web directory to drop the attachment with a way to drop a link within the ticket. So the attachments may not even exist on the RT server, but there will be links in the ticket to a web server that houses the attachment.




On Dec 22, 2011, at 9:42 AM, "ktm at rice.edu" <ktm at rice.edu> wrote:

> On Wed, Dec 21, 2011 at 11:12:04PM +0000, Geoff Mayes wrote:
>> Hello RT Users and Developers,
>>
>> Our RT instance at the University of Oregon is outgrowing the standard settings in some ways.  One way is with attachments.  The size of our database is 15.3GB and 13.7GB of that comes from the Attachments table.  If our attachments were stored on a high-performance fileserver (or locally if you prefer), our database would shrink to 1.6GB.  This would have numerous positive ramifications:
>>
>> - Database dumps/backups would finish in 1/10 the time
>> - Database restores would finish in 1/10 the time
>> - Planned downtimes and disaster recovery situations could be more nimbly performed (scp'ing around the db dump, restoring, etc)
>> - Backups could be taken much more frequently
>> - More backups could be stored
>> - MySQL replication would be more robust with less binary data to chew on
>> - Larger attachments could be permitted because there would be less fear of the database growing too quickly
>> - Reduced database load querying/inserting/deleting/joining attachments
>>
>> I've read in previous posts to this mailing list (see below) that the arguments against this are that (1) attachments on the filesystem can't be searched and (2) the data backing the application will not be in one tidy database package but instead spread out across the db and filesystem.  For our instance we don't care about #1, and for #2, while I understand the argument, I would actually argue the opposite: when attachments are on a high-performance, redundant SAN managed by a dedicated storage team that I don't have to worry about, my job administering RT just got a whole lot easier because I only have to worry about ensuring the fileserver is mounted and $AttachmentsPath (just an example config option) is properly set.  I worked previously at a company that ran one of the largest instances of Bugzilla in the world and we served up 30TB of attachments over a fileserver without any problems.  Can you imagine those attachments in a MySQL database?  When ticket tracking sy
 s
> te
>> ms are no longer small-ish, moving attachments out of the database becomes a must.
>>
>> I'm not asking the RT folks to switch attachment storage to the filesystem instead of the database.  My wish is that RT offers its administrators the ability to choose one or the other.  I know this has been a hot topic in the past, but I was hoping we could revisit the issue.  Best Practical folks -- are you open to this?  If so, would it help the process if I did all the work and submitted a patch?  If so, should I file a bug so that we can talk about the way you would like this implemented?
>>
>> Given my reading of the history of this issue, I think a lot of folks would benefit from this feature.  I've included previous postings about this issue below.  Let me know if I can help and how I can.  We would love to upstream a patch so our local instance doesn't diverge too severely from you all.
>>
>> Thanks for your consideration, Geoff Mayes
>>
>> One of the first, meaty discussions:
>> http://www.gossamer-threads.com/lists/rt/devel/706
>> http://www.gossamer-threads.com/lists/rt/devel/37733
>> http://www.gossamer-threads.com/lists/rt/users/39507
>> The best discussion of the issue:
>> http://www.gossamer-threads.com/lists/rt/users/67406
>> Best Practical has recently worked on this issue:
>> http://www.gossamer-threads.com/lists/rt/users/89596
>>
>
> Hi Geoff,
>
> I had thought that something like this had already been implemented
> by Best Practical for a customer. Hopefully, they can provide some
> feedback regarding the utility and possible problems of such an
> approach from personal experience. Maybe they would consider releasing
> it as an extenstion.
>
> As far as the assertion that "a lot of folks would benefit from this
> feature", I doubt that would be the case for the vast majority of RT
> users. Most users can handle "one-stop-shopping" type applications
> with far fewer problems. Once you divorce the metadate repository
> from the actual ticket data, you add a whole slew of different failure
> modes that will require much more sophisticated administration processes
> to prevent, ameliorate, or recover from. Your reference to leveraging
> an existing SAN+SAN management team gives a hint to the increase in
> both complexity and cost of running an instance.
>
> There are a wide range of RT users from systems that manage a handful
> of tickets a week all the way to systems handling thousands of tickets
> or more a week. Those on the small end can/should use whatever DB
> backend that they are familiar with to simplify administration and
> the "what did I do?!" errors due to a lack of familiarity. As you
> move towards larger implementations, your DB backend needs to be
> chosen based on it viability in an enterprise/large-scale environment.
> I do not know the level of your local MySQL expertise and I am certainly
> not a MySQL expert, but a 15GB database does not strike me as particularly
> large, by any metric. Maybe you would benefit by changing your backend DB
> to something that scales better. I know that other DBs support tablespaces
> that can allow you to move certain tables to different filesystems/locations
> to provide for more parallel partitioning across more I/O resources.
>
> Sorry for the slight ramble. I am looking forward to this discussion and
> if this feature is added some documentation describing when and when not
> to use it will be essential.
>
> Regards,
> Ken
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5 & 6, 2012
>>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012


From jblaine at kickflop.net  Thu Dec 22 15:45:39 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 22 Dec 2011 15:45:39 -0500
Subject: [rt-users] 3.4.2 to 4.x
Message-ID: <4EF396F3.5060805@kickflop.net>

Before I waste a bunch of time, is there any chance this
is likely to work?

1. Dump all RT 3.4.2 data from MySQL 4.1 (database 'rt3')
2. Stand up new server with RT 4.x and modern MySQL
3. Import old data


From ktm at rice.edu  Thu Dec 22 16:16:46 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Thu, 22 Dec 2011 15:16:46 -0600
Subject: [rt-users] Option to store attachments on the filesystem
In-Reply-To: <6312F7735995824DBDF26DF3C332CCDE7115FA@ad-cc-mbx01>
References: <6312F7735995824DBDF26DF3C332CCDE71150D@ad-cc-mbx01>
	<20111222144255.GD28286@staff-mud-56-27.rice.edu>
	<2CD146F8-A3E8-429B-A289-92CD1A5F47AC@gmail.com>
	<6312F7735995824DBDF26DF3C332CCDE7115FA@ad-cc-mbx01>
Message-ID: <20111222211646.GI28286@staff-mud-56-27.rice.edu>

On Thu, Dec 22, 2011 at 08:42:43PM +0000, Geoff Mayes wrote:
> Hi Kevin and Joe,
> 
> Joe -- that's exactly what I did at a previous company where we served 30TB of Bugzilla attachments and it worked very well.  I plan to do that with RT too.
> 
> Kevin -- thanks so much for your detailed response.  Yeah, definitely, I think this is an important conversation to have and I am so happy that others are weighing in.
> 
> > As far as the assertion that "a lot of folks would benefit from this
> > feature", I doubt that would be the case for the vast majority of RT
> > users. Most users can handle "one-stop-shopping" type applications
> > with far fewer problems.
> 
> Yes, you're right.  I was a bit overzealous in claiming that "a lot of folks would benefit from this feature."  By "a lot" I did not mean the majority but instead that a not insignificant number of RT users would be interested in this feature (per the previous list postings I referenced).
> 
> > Once you divorce the metadate repository
> > from the actual ticket data, you add a whole slew of different failure
> > modes that will require much more sophisticated administration processes
> > to prevent, ameliorate, or recover from.
> 
> I don't think this is the case, especially if this feature is implemented well.  RT only needs to deal with filesystem attachments for the "Create Ticket" and "Display Ticket" pages where users can upload or view attachments.  When displaying tickets RT could have a 5 second timeout when trying to access the local filesystem (over AJAX so the page still loads quickly entirely from the database) and if there is a timeout or failure, RT would log the issue (and optionally email) the admin and display a user-friendly message in the same attachments UI area stating that the attachments couldn't be displayed.
> 

I may be mistaken, but I thought that all ticket content is currently stored
as an attachment in the DB and not just those available in the Create Ticket or
Display Ticket screens. Perhaps a size threshold could be used to push larger
attachments (for some value of large) to a filesystem store and store a meta-link
in the attachment table. This would allow for searching and indexing the smaller
updates and would help to keep the DB from being bogged down with the larger items.

> I envision searching of attachments being disabled in RT if the user has chosen to store attachments on the filesystem and this would of course be well-documented for those choosing to install RT with filesystem attachments.  RT could still keep the Attachments table and store metadata about files in that table when a user uploads a file, but this isn't necessary and I'd let Best Practical decide this.  Keeping attachments in the Transactions table isn't necessary, but it fits with the design of RT and would be nice to have.  Again, all of this is internal RT implementation details, and depending on how well it is done, the local administrator of RT could have an incredibly simple and easy experience if they chose to store attachments on the filesystem instead of the database. 
> 
> The local filesystem or fileserver itself is, granted, an additional piece to manage, but it is an incredibly simple piece.  I would much rather manage files on a filesystem than files in a database when I could have a database be 1.6GB instead of 15GB.  And there are so many free (as well as expensive) ways to manage data (e.g. NFS, rsync, RAID, high-end redundant SANs, etc).  Most importantly, the binary data is separated from textual data, and separate backup schedules and schemes are then permitted.  Yay for modular design!  As I said previously, I previously administered 30TB of attachments over NFS for a different tracking system and it worked very well.
> 
> > Your reference to leveraging an existing SAN+SAN management team gives a hint to the increase in
> > both complexity and cost of running an instance.
> 
> This cost is up to the user depending on how secure and robust they would like their data to be.  RT only provides the option for local or database attachment storage.  The user can then decide whether a cheap SATA local disk serves the attachments or a super-expensive (or cheap), locally-mounted fileserver.
> 
> > There are a wide range of RT users from systems that manage a handful
> > of tickets a week all the way to systems handling thousands of tickets
> > or more a week. Those on the small end can/should use whatever DB
> > backend that they are familiar with to simplify administration and
> > the "what did I do?!" errors due to a lack of familiarity.
> 
> Totally agree with this.  An option to store attachments on the filesystem, however, is database-agnostic, so RT admins can select this option with MySQL, Oracle, Postgres, SQLite, etc.
> 
> > As you move towards larger implementations, your DB backend needs to be
> > chosen based on it viability in an enterprise/large-scale environment.
> > I do not know the level of your local MySQL expertise and I am certainly
> > not a MySQL expert, but a 15GB database does not strike me as particularly
> > large, by any metric. Maybe you would benefit by changing your backend DB
> > to something that scales better. I know that other DBs support tablespaces
> > that can allow you to move certain tables to different filesystems/locations
> > to provide for more parallel partitioning across more I/O resources.
> 
> Our desire to store attachments outside of the database, at this point, has little to do with application performance and everything to do with backups, disaster recovery, upgrades, and downtimes.  That being said, I do know that there are big performance gains that come from storing attachments outside of the database.  Check out one of Bugzilla's core developers discussion of this issue and their work-in-progress implementation: https://bugzilla.mozilla.org/show_bug.cgi?id=577532.  So moving attachments out of the database *is* an actual tuning option, just like the other options you mentioned.  Why do something drastic like changing the database backend or performing complicated and expert-level tuning/sharding/partitioning, when I could just add a few config options to RT_SiteConfig.pm and run a script (for a pre-existing instance) that then sets up my instance to serve attachments from a filesystem instead of the db?
> 

I am not against having the option at all. I think we need to have good
documentation on the trade-offs or strengths and weaknesses of each approach.
I do think that more people count on the ticket system as a resource and expect
it to be continuously available, the larger the consequences of adding additional
"moving parts" to the system. Having the ticket metadata available without the
actual data is useless in many environments and currently all ticket content is
stored as an attachment, in general. It is very easy to trivialize the issues
that need to manage a filestore, whether in a SQL DB or filesystem DB(or data
store). When reliability and availability are important, many measures need to
be taken to ensure access to all of the metadata+data and handle business
continuity and disaster recovery.
> Here's one recent example of how our current database size is negatively impacting us:  We upgraded from 3.8.4 to 4.0.4 yesterday and it took almost an hour to dump our database and almost an hour to import the database (we were upgrading MySQL and the OSes as well).  And then we had to import it again because max_packet_size was set too small (which wouldn't have been a problem if attachments were outside the db: anecdotal and not logical argument, but nonetheless a real-world occurrence as errors happen) so add another hour instead of only another 10 minutes.  If attachments were stored outside of the database, we could have reduced just the backup and import phases from 3 hours to 20 minutes.  That is a huge difference, especially when your application is used by thousands of customers waiting to log back in.  The positive ramifications continue: internal development of RT is much faster with a small database because we can copy them around the network faster, perform impo
>  rts in 1/10th the time, and keep our development database up-to-date much easier.
> 
> If someone knew of a simpler way to cut the dump and restore times by 1/10, I would love to hear it and be totally open to a different solution.
> 
As an example, using a different DB product you can replicate the backend to
a new instance and keep it in sync until the upgrade. Then you have effectively
zero time to copy the DB because the work was done outside the critical path
for the upgrade.

> The main point I would like to restate is that larger or quickly-growing instances of RT are very different than smaller or slowly-growing instances.  One pain point of the larger instances is the size of the database and how that affects backups, restores, disaster recoveries, and development.  Having the option to store attachments outside of the database allows the larger RT instances to more easily manage their data for a much longer period of time.  Most importantly for the Best Practical folks, this option increase the appeal of RT to larger organizations instead of the "small- to medium-sized" market as stated at http://requesttracker.wikia.com/wiki/ManualIntroduction.  The addition of this feature along with the recent SphinxSE option truly makes RT more feasible and attractive to larger organizations.

I think that the option to store attachments out-of-band would be useful
in some situations and I would like to get some feedback from BP on that.
As far as the backup situation goes, a simple way to drop your backup time
albeit with an increase in complexity is to backup the attachments table
and other large content tables using an incremental/differential process
and not the "dump-it-all" approach. In other words, dump only the new
items every day. This will dramatically reduce your backup times as well
as simplify keeping test DBs up to date. Just a couple of ideas.

Regards,
Ken


From bwiese at ElementPS.com  Thu Dec 22 16:17:00 2011
From: bwiese at ElementPS.com (Brent Wiese)
Date: Thu, 22 Dec 2011 14:17:00 -0700
Subject: [rt-users] Option to store attachments on the filesystem
In-Reply-To: <6312F7735995824DBDF26DF3C332CCDE7115FA@ad-cc-mbx01>
References: <6312F7735995824DBDF26DF3C332CCDE71150D@ad-cc-mbx01>
	<20111222144255.GD28286@staff-mud-56-27.rice.edu>,
	<2CD146F8-A3E8-429B-A289-92CD1A5F47AC@gmail.com>
	<6312F7735995824DBDF26DF3C332CCDE7115FA@ad-cc-mbx01>
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F26CBDB8785@EXCCR01.eps.local>

>Totally agree with this.  An option to store attachments on the filesystem, however, is database-agnostic, so >RT admins can select this option with MySQL, Oracle, Postgres, SQLite, etc.

What if it wasn't DB agnostic? 

Does any linux/open source DB provide a "FILESTREAM" option like MS SQL? It sounds like that would be an easy solution if it existed as, to the best of my knowledge, the app doesn't need to know any different when using FILESTREAM. The DB handles the disk/DB interaction.

Brent


From ktm at rice.edu  Thu Dec 22 16:27:42 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Thu, 22 Dec 2011 15:27:42 -0600
Subject: [rt-users] Option to store attachments on the filesystem
In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F26CBDB8785@EXCCR01.eps.local>
References: <6312F7735995824DBDF26DF3C332CCDE71150D@ad-cc-mbx01>
	<20111222144255.GD28286@staff-mud-56-27.rice.edu>
	<2CD146F8-A3E8-429B-A289-92CD1A5F47AC@gmail.com>
	<6312F7735995824DBDF26DF3C332CCDE7115FA@ad-cc-mbx01>
	<7ECD0C8955ADE149B95716B364B4D58F26CBDB8785@EXCCR01.eps.local>
Message-ID: <20111222212742.GJ28286@staff-mud-56-27.rice.edu>

On Thu, Dec 22, 2011 at 02:17:00PM -0700, Brent Wiese wrote:
> >Totally agree with this.  An option to store attachments on the filesystem, however, is database-agnostic, so >RT admins can select this option with MySQL, Oracle, Postgres, SQLite, etc.
> 
> What if it wasn't DB agnostic? 
> 
> Does any linux/open source DB provide a "FILESTREAM" option like MS SQL? It sounds like that would be an easy solution if it existed as, to the best of my knowledge, the app doesn't need to know any different when using FILESTREAM. The DB handles the disk/DB interaction.
> 
> Brent

I think that PostgreSQL 9.1 includes support for Foreign Data Wrappers
that could be used to access the filesystem contents in a similar
fashion.

Regards,
Ken


From trs at bestpractical.com  Thu Dec 22 16:55:02 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 22 Dec 2011 16:55:02 -0500
Subject: [rt-users] 3.4.2 to 4.x
In-Reply-To: <4EF396F3.5060805@kickflop.net>
References: <4EF396F3.5060805@kickflop.net>
Message-ID: <4EF3A736.8030500@bestpractical.com>

On 12/22/2011 03:45 PM, Jeff Blaine wrote:
> Before I waste a bunch of time, is there any chance this
> is likely to work?
> 
> 1. Dump all RT 3.4.2 data from MySQL 4.1 (database 'rt3')
> 2. Stand up new server with RT 4.x and modern MySQL
> 3. Import old data

Not with just those steps, but yes, of course you can upgrade from 3.4.2
to 4.0.4.  Carefully read and follow the instructions in the
UPGRADING.mysql, UPGRADING-3.4, UPGRADING-3.6, UPGRADING-3.8, and
UPGRADING-4.0 documentation.

You have a large upgrade ahead of you, but it's well documented and
fairly straightforward.
http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html is a gentle
introduction, but it does not try to cover all of the individual steps
you'll need to take, just the general process.

Thomas


From gmayes at uoregon.edu  Thu Dec 22 18:38:10 2011
From: gmayes at uoregon.edu (Geoff Mayes)
Date: Thu, 22 Dec 2011 23:38:10 +0000
Subject: [rt-users] Option to store attachments on the filesystem
In-Reply-To: <20111222211646.GI28286@staff-mud-56-27.rice.edu>
References: <6312F7735995824DBDF26DF3C332CCDE71150D@ad-cc-mbx01>
	<20111222144255.GD28286@staff-mud-56-27.rice.edu>
	<2CD146F8-A3E8-429B-A289-92CD1A5F47AC@gmail.com>
	<6312F7735995824DBDF26DF3C332CCDE7115FA@ad-cc-mbx01>,
	<20111222211646.GI28286@staff-mud-56-27.rice.edu>
Message-ID: <6312F7735995824DBDF26DF3C332CCDE71164B@ad-cc-mbx01>

> I may be mistaken, but I thought that all ticket content is currently stored
> as an attachment in the DB and not just those available in the Create Ticket or
> Display Ticket screens.

You're right: all uploaded attachments (images, logs, PDFs, etc) as well as all textual ticket updates (comments, correspondence, etc) are stored in the Attachments table.  I've only been working on RT for a couple weeks, but I've worked on Bugzilla for a few years, so it has been very interesting to compare the two.  I am surprised that uploaded attachments and ticket comments/correspondence are stored in the same table!  That feels like overloading and/or de-normalization to me.  So, yes, any implementation of the "store attachments on the filesystem" feature would have to change the current schema so that all textual ticket updates remain in the database, but all file uploads are stored on the filesystem.  My brief reading of the patch submitted during a previous post about this issue (http://www.gossamer-threads.com/lists/rt/users/67406) shows that the current schema can be kept, but a clean, non-hackish implementation should probably change the schema.

I wonder if we've been misunderstanding each other in other places because of my lack of understanding on this matter until now.  If so, I apologize.

> I do think that more people count on the ticket system as a resource and expect
> it to be continuously available, the larger the consequences of adding additional
> "moving parts" to the system.
> It is very easy to trivialize the issues
> that need to manage a filestore, whether in a SQL DB or filesystem DB(or data
> store). When reliability and availability are important, many measures need to
> be taken to ensure access to all of the metadata+data and handle business
> continuity and disaster recovery.

As a general statement, I would agree with everything you wrote.  I will say, though, that for our RT instance I'd take an NFS mount of attachments over an additional 14GB table in the database any day of the week.  Additionally, our rate of RT usage is growing every month, so that 14GB Attachments table could easily become 40GB in two years.  I like future-proofing.

> As an example, using a different DB product you can replicate the backend to
> a new instance and keep it in sync until the upgrade. Then you have effectively
> zero time to copy the DB because the work was done outside the critical path
> for the upgrade.

That's a good idea.  Unfortunately, we couldn't have done this for our last upgrade because we moved from MySQL 4.1 to 5.1 (http://dev.mysql.com/doc/refman/5.1/en/replication-compatibility.html).

I'm pretty sure we are going to make this change to our instance.  (I'm pushing for it.)  I was just hoping to get this feature into the main RT repo to spread the love, de-duplicate the identical work done by others, and make future upgrades easier for us.


From trs at bestpractical.com  Thu Dec 22 20:22:07 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 22 Dec 2011 20:22:07 -0500
Subject: [rt-users] Option to store attachments on the filesystem
In-Reply-To: <6312F7735995824DBDF26DF3C332CCDE7115FA@ad-cc-mbx01>
References: <6312F7735995824DBDF26DF3C332CCDE71150D@ad-cc-mbx01>
	<20111222144255.GD28286@staff-mud-56-27.rice.edu>,
	<2CD146F8-A3E8-429B-A289-92CD1A5F47AC@gmail.com>
	<6312F7735995824DBDF26DF3C332CCDE7115FA@ad-cc-mbx01>
Message-ID: <4EF3D7BF.6040207@bestpractical.com>

Hi Geoff,

There exists a Best Practical written extension for putting attachments
on disk, but it is not public.  (Multiple mailing list posts have
mentioned it in the last year.)

As Ken points out, there are non-trivial issues and maintenance
associated with using a database store and a filestore.  This is one of
handful of reasons it isn't public.

On 12/22/2011 03:42 PM, Geoff Mayes wrote:
> Most importantly for the Best Practical folks, this option increase 
> the appeal of RT to larger organizations instead of the "small- to 
> medium-sized" market as stated at 
> http://requesttracker.wikia.com/wiki/ManualIntroduction. The addition
> of this feature along with the recent SphinxSE option truly makes RT
> more feasible and attractive to larger organizations.

We deal with some huge RT instances at some huge organizations.  The
assertion on the wiki page you point to is simply incorrect.

Best,
Thomas


From nectar020 at gmail.com  Fri Dec 23 03:40:17 2011
From: nectar020 at gmail.com (nectar)
Date: Fri, 23 Dec 2011 16:40:17 +0800
Subject: [rt-users] cannot get result of search Chinese character -
	centos 5.4
In-Reply-To: <20111221155213.GY9885@jibsheet.com>
References: <CAH-xxJRdhiCHkJ4HQqKkHCGDY6BF8iX+GJJjp9XF57zBuvA4BA@mail.gmail.com>
	<20111219181213.GW9885@jibsheet.com>
	<CAH-xxJTs8KPHUFfgxzW9hHvrtt8eR4HKMRRM-bekrG8HQ6FnSw@mail.gmail.com>
	<20111221155213.GY9885@jibsheet.com>
Message-ID: <CAH-xxJQf=gmhU1zbp+69Addqz2v9G8JCF=RCfcwB2opdPT9=eA@mail.gmail.com>

Kevin,

Thanks for your reply.

Same database, from Debian box is okay, but CentOS 5.4 is not.

Here it sql file:

INSERT INTO `Tickets` (`id`, `EffectiveId`, `Queue`, `Type`,
`IssueStatement`, `Resolution`, `Owner`, `Subject`, `InitialPriority`,
`FinalPriority`, `Priority`, `TimeEstimated`, `TimeWorked`, `Status`,
`TimeLeft`, `Told`, `Starts`, `Started`, `Due`, `Resolved`,
`LastUpdatedBy`, `LastUpdated`, `Creator`, `Created`, `Disabled`)
VALUES
(1, 1, 1, 'ticket', 0, 0, 6, '???? - test - 123abc', 0, 0, 0, 0, 0,
'new', 0, NULL, '1970-01-01 00:00:00', '1970-01-01 00:00:00',
'1970-01-01 00:00:00', '1970-01-01 00:00:00', 12, '2011-12-20
14:02:47', 12, '2011-12-20 14:02:47', 0),
(2, 2, 1, 'ticket', 0, 0, 6, '????2', 0, 0, 0, 0, 0, 'new', 0, NULL,
'1970-01-01 00:00:00', '1970-01-01 00:00:00', '1970-01-01 00:00:00',
'1970-01-01 00:00:00', 12, '2011-12-20 15:51:25', 12, '2011-12-20
15:51:24', 0);


Here it is from rt.log(Debian):

[debug]: SQL(0.167067s): SELECT main.* FROM Tickets main  WHERE
(main.Status != 'deleted') AND (main.Subject LIKE '%?%') AND
(main.Type = 'ticket') AND (main.EffectiveId = main.id)  ORDER BY
main.id ASC  LIMIT 50; (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1064)

Here it is from rt.log(CentOS):

[debug]: SQL(0.000729s): SELECT count(main.id) FROM Tickets main
WHERE (main.Status != 'deleted') AND (main.Subject LIKE '%??') AND
(main.Type = 'ticket') AND (main.EffectiveId = main.id) ;
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1064)

Thanks,

--
Jia


From ruz at bestpractical.com  Fri Dec 23 04:09:20 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 23 Dec 2011 13:09:20 +0400
Subject: [rt-users] Sphinx fulltext index v4.0.4
In-Reply-To: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu>
References: <Acy7KZ8w2vZShWG4QGGlJr1MbQxdYg==>
	<7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu>
Message-ID: <CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com>

On Thu, Dec 15, 2011 at 17:32, Poulter,   Dale
<dale.poulter at vanderbilt.edu> wrote:
> However,? Request Tracker does not seem to be searching the index.? If we
> search for any term that is only in the contents of the ticket and not the
> header we do not get any hits.? We do get hits for terms in the ticket
> header though.? If I search sphinx directly for a term everything works
> correctly.? It seems as if RT is not searching Sphinx.? Have I missed a step
> in the setup process?? Any assistance will be appreciated.? Thanks.

How do you search? It's still required to use fulltext:x in simple
search and Content in the query builder.

-- 
Best regards, Ruslan.


From vollmar at nf.mpg.de  Fri Dec 23 04:39:26 2011
From: vollmar at nf.mpg.de (Stefan Vollmar)
Date: Fri, 23 Dec 2011 10:39:26 +0100
Subject: [rt-users] Creating custom fields with non-root account?
Message-ID: <3856E1B0-F3FB-46CC-9DDC-E459D3480C8B@nf.mpg.de>

Hello,

we have recently added a new queue to our RT system: this queue is supposed to be used by one (external) group of colleagues only and they should be able to make any changes to it they desire. In our configuration, only the root user can create custom fields and, if possible, it should not be necessary for our external colleagues to have the root password to edit their custom fields. Is it possible to give  particular users of one RT group root rights (or extended rights for editing custom fields, at least) - but only for one queue?

Many thanks in advance.
Best regards,
 Stefan
-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut f?r neurologische Forschung
Gleuelerstr. 50, 50931 K?ln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
Email: vollmar at nf.mpg.de   http://www.nf.mpg.de






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From ruz at bestpractical.com  Fri Dec 23 09:02:19 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 23 Dec 2011 18:02:19 +0400
Subject: [rt-users] Creating custom fields with non-root account?
In-Reply-To: <3856E1B0-F3FB-46CC-9DDC-E459D3480C8B@nf.mpg.de>
References: <3856E1B0-F3FB-46CC-9DDC-E459D3480C8B@nf.mpg.de>
Message-ID: <CAMOxC8soBR8E61pDujVJi18imtU71jLhi0WOqVumQ5yAtozcJw@mail.gmail.com>

On Fri, Dec 23, 2011 at 13:39, Stefan Vollmar <vollmar at nf.mpg.de> wrote:
> Hello,
>
> we have recently added a new queue to our RT system: this queue is supposed to be used by one (external) group of colleagues only and they should be able to make any changes to it they desire. In our configuration, only the root user can create custom fields and, if possible, it should not be necessary for our external colleagues to have the root password to edit their custom fields. Is it possible to give ?particular users of one RT group root rights (or extended rights for editing custom fields, at least) - but only for one queue?

SuperUser right is global only. It's possible to grant set of rights
on queue level and system level that would minimize impact, but still
allow users to manage queue.

> Many thanks in advance.
> Best regards,
> ?Stefan
> --
> Dr. Stefan Vollmar, Dipl.-Phys.
> Head of IT group
> Max-Planck-Institut f?r neurologische Forschung
> Gleuelerstr. 50, 50931 K?ln, Germany
> Tel.: +49-221-4726-213 ?FAX +49-221-4726-298
> Tel.: +49-221-478-5713 ?Mobile: 0160-93874279
> Email: vollmar at nf.mpg.de ? http://www.nf.mpg.de
>
>
>
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From dale.poulter at Vanderbilt.Edu  Fri Dec 23 09:22:31 2011
From: dale.poulter at Vanderbilt.Edu (Poulter,   Dale)
Date: Fri, 23 Dec 2011 08:22:31 -0600
Subject: [rt-users] Sphinx fulltext index v4.0.4
In-Reply-To: <CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com>
References: <Acy7KZ8w2vZShWG4QGGlJr1MbQxdYg==>
	<7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com>
Message-ID: <D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu>

I actually tried with and without the fulltext without any success. 

Sent from iphone


On Dec 23, 2011, at 3:09 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:

> On Thu, Dec 15, 2011 at 17:32, Poulter,   Dale
> <dale.poulter at vanderbilt.edu> wrote:
>> However,  Request Tracker does not seem to be searching the index.  If we
>> search for any term that is only in the contents of the ticket and not the
>> header we do not get any hits.  We do get hits for terms in the ticket
>> header though.  If I search sphinx directly for a term everything works
>> correctly.  It seems as if RT is not searching Sphinx.  Have I missed a step
>> in the setup process?  Any assistance will be appreciated.  Thanks.
> 
> How do you search? It's still required to use fulltext:x in simple
> search and Content in the query builder.
> 
> -- 
> Best regards, Ruslan.
> 



From ruz at bestpractical.com  Fri Dec 23 09:29:19 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 23 Dec 2011 18:29:19 +0400
Subject: [rt-users] Sphinx fulltext index v4.0.4
In-Reply-To: <D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu>
References: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com>
	<D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu>
Message-ID: <CAMOxC8vBmkepK3cErv7R0UPaTD2NVin9+h0R8EfXpVmFj-UAqA@mail.gmail.com>

On Fri, Dec 23, 2011 at 18:22, Poulter,   Dale
<dale.poulter at vanderbilt.edu> wrote:
> I actually tried with and without the fulltext without any success.

It's hard to say what went wrong. Just for clarification, you've
created required tables with a script, configured RT's config,
configured sphinx, setup indexer that puts data into sphinx index.
Right?

To diagnose this start with RT's debug log. Enable logging of SQL
statements in RT. Use command line sphinx client to make sure data is
in the index. At this moment we don't have any info to help you.

> Sent from iphone
>
>
> On Dec 23, 2011, at 3:09 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>
>> On Thu, Dec 15, 2011 at 17:32, Poulter, ? Dale
>> <dale.poulter at vanderbilt.edu> wrote:
>>> However, ?Request Tracker does not seem to be searching the index. ?If we
>>> search for any term that is only in the contents of the ticket and not the
>>> header we do not get any hits. ?We do get hits for terms in the ticket
>>> header though. ?If I search sphinx directly for a term everything works
>>> correctly. ?It seems as if RT is not searching Sphinx. ?Have I missed a step
>>> in the setup process? ?Any assistance will be appreciated. ?Thanks.
>>
>> How do you search? It's still required to use fulltext:x in simple
>> search and Content in the query builder.
>>
>> --
>> Best regards, Ruslan.
>>
>



-- 
Best regards, Ruslan.


From dale.poulter at Vanderbilt.Edu  Fri Dec 23 09:47:51 2011
From: dale.poulter at Vanderbilt.Edu (Poulter,   Dale)
Date: Fri, 23 Dec 2011 08:47:51 -0600
Subject: [rt-users] Sphinx fulltext index v4.0.4
In-Reply-To: <CAMOxC8vBmkepK3cErv7R0UPaTD2NVin9+h0R8EfXpVmFj-UAqA@mail.gmail.com>
References: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com>
	<D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu>
	<CAMOxC8vBmkepK3cErv7R0UPaTD2NVin9+h0R8EfXpVmFj-UAqA@mail.gmail.com>
Message-ID: <AB89257A-CA3D-4286-A19F-1DB4486D91B5@Vanderbilt.Edu>

Correct.  The index and table seems to have been created.  One strange item is that the attatchmentindex table in MySQL is empty. Thanks for your help. 


Sent from iphone


On Dec 23, 2011, at 8:29 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:

> On Fri, Dec 23, 2011 at 18:22, Poulter,   Dale
> <dale.poulter at vanderbilt.edu> wrote:
>> I actually tried with and without the fulltext without any success.
> 
> It's hard to say what went wrong. Just for clarification, you've
> created required tables with a script, configured RT's config,
> configured sphinx, setup indexer that puts data into sphinx index.
> Right?
> 
> To diagnose this start with RT's debug log. Enable logging of SQL
> statements in RT. Use command line sphinx client to make sure data is
> in the index. At this moment we don't have any info to help you.
> 
>> Sent from iphone
>> 
>> 
>> On Dec 23, 2011, at 3:09 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>> 
>>> On Thu, Dec 15, 2011 at 17:32, Poulter,   Dale
>>> <dale.poulter at vanderbilt.edu> wrote:
>>>> However,  Request Tracker does not seem to be searching the index.  If we
>>>> search for any term that is only in the contents of the ticket and not the
>>>> header we do not get any hits.  We do get hits for terms in the ticket
>>>> header though.  If I search sphinx directly for a term everything works
>>>> correctly.  It seems as if RT is not searching Sphinx.  Have I missed a step
>>>> in the setup process?  Any assistance will be appreciated.  Thanks.
>>> 
>>> How do you search? It's still required to use fulltext:x in simple
>>> search and Content in the query builder.
>>> 
>>> --
>>> Best regards, Ruslan.
>>> 
>> 
> 
> 
> 
> -- 
> Best regards, Ruslan.
> 



From ruz at bestpractical.com  Fri Dec 23 09:56:08 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 23 Dec 2011 18:56:08 +0400
Subject: [rt-users] Sphinx fulltext index v4.0.4
In-Reply-To: <AB89257A-CA3D-4286-A19F-1DB4486D91B5@Vanderbilt.Edu>
References: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com>
	<D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu>
	<CAMOxC8vBmkepK3cErv7R0UPaTD2NVin9+h0R8EfXpVmFj-UAqA@mail.gmail.com>
	<AB89257A-CA3D-4286-A19F-1DB4486D91B5@Vanderbilt.Edu>
Message-ID: <CAMOxC8twOZ4F6dwzPmZ8X=1UK8SnXWc9TOnY=55nsKgU-Wo9HA@mail.gmail.com>

On Fri, Dec 23, 2011 at 18:47, Poulter,   Dale
<dale.poulter at vanderbilt.edu> wrote:
> Correct. ?The index and table seems to have been created. ?One strange item is that the attatchmentindex table in MySQL is empty. Thanks for your help.

It's sort of empty as it's dynamic. It's a special table that connects
mysql to sphinx. Run 'show create table AttachmentsIndex' and send us
output.

>
>
> Sent from iphone
>
>
> On Dec 23, 2011, at 8:29 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>
>> On Fri, Dec 23, 2011 at 18:22, Poulter, ? Dale
>> <dale.poulter at vanderbilt.edu> wrote:
>>> I actually tried with and without the fulltext without any success.
>>
>> It's hard to say what went wrong. Just for clarification, you've
>> created required tables with a script, configured RT's config,
>> configured sphinx, setup indexer that puts data into sphinx index.
>> Right?
>>
>> To diagnose this start with RT's debug log. Enable logging of SQL
>> statements in RT. Use command line sphinx client to make sure data is
>> in the index. At this moment we don't have any info to help you.
>>
>>> Sent from iphone
>>>
>>>
>>> On Dec 23, 2011, at 3:09 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>
>>>> On Thu, Dec 15, 2011 at 17:32, Poulter, ? Dale
>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>> However, ?Request Tracker does not seem to be searching the index. ?If we
>>>>> search for any term that is only in the contents of the ticket and not the
>>>>> header we do not get any hits. ?We do get hits for terms in the ticket
>>>>> header though. ?If I search sphinx directly for a term everything works
>>>>> correctly. ?It seems as if RT is not searching Sphinx. ?Have I missed a step
>>>>> in the setup process? ?Any assistance will be appreciated. ?Thanks.
>>>>
>>>> How do you search? It's still required to use fulltext:x in simple
>>>> search and Content in the query builder.
>>>>
>>>> --
>>>> Best regards, Ruslan.
>>>>
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From root.kev at gmail.com  Fri Dec 23 10:54:27 2011
From: root.kev at gmail.com (Root Kev)
Date: Fri, 23 Dec 2011 10:54:27 -0500
Subject: [rt-users] 3.4.2 to 4.x
In-Reply-To: <4EF3A736.8030500@bestpractical.com>
References: <4EF396F3.5060805@kickflop.net>
	<4EF3A736.8030500@bestpractical.com>
Message-ID: <CAK--xpaQgENLXUpCHcDyijAAjV0a6FncNN2=0KUAQFRwsz1QGA@mail.gmail.com>

I recently went through upgrading/migrating to a new server and setting up
an upgrade from a 3.4.5 to 4.0.2. Let me know if you want the steps that I
went through to get it working...

Kevin

On Thu, Dec 22, 2011 at 4:55 PM, Thomas Sibley <trs at bestpractical.com>wrote:

> On 12/22/2011 03:45 PM, Jeff Blaine wrote:
> > Before I waste a bunch of time, is there any chance this
> > is likely to work?
> >
> > 1. Dump all RT 3.4.2 data from MySQL 4.1 (database 'rt3')
> > 2. Stand up new server with RT 4.x and modern MySQL
> > 3. Import old data
>
> Not with just those steps, but yes, of course you can upgrade from 3.4.2
> to 4.0.4.  Carefully read and follow the instructions in the
> UPGRADING.mysql, UPGRADING-3.4, UPGRADING-3.6, UPGRADING-3.8, and
> UPGRADING-4.0 documentation.
>
> You have a large upgrade ahead of you, but it's well documented and
> fairly straightforward.
> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html is a gentle
> introduction, but it does not try to cover all of the individual steps
> you'll need to take, just the general process.
>
> Thomas
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>
-------------- next part --------------
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From trs at bestpractical.com  Fri Dec 23 10:55:30 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 23 Dec 2011 10:55:30 -0500
Subject: [rt-users] Option to store attachments on the filesystem
In-Reply-To: <2CD146F8-A3E8-429B-A289-92CD1A5F47AC@gmail.com>
References: <6312F7735995824DBDF26DF3C332CCDE71150D@ad-cc-mbx01>
	<20111222144255.GD28286@staff-mud-56-27.rice.edu>
	<2CD146F8-A3E8-429B-A289-92CD1A5F47AC@gmail.com>
Message-ID: <4EF4A472.2020501@bestpractical.com>

On 12/22/2011 12:43 PM, Joe Harris wrote:
> I am looking into this type of functionality as well. We were
> thinking of an NSF share in a web directory to drop the attachment
> with a way to drop a link within the ticket. So the attachments may
> not even exist on the RT server, but there will be links in the
> ticket to a web server that houses the attachment.

It'd be nice if this was the case, but the big problem with having the
web server directly serve your attachments is that suddenly you lose
_all_ access control that RT normally provides around attachments.

Even if attachments are stored on disk, they must be _served_ by RT, not
the web server directly.

Thomas


From trs at bestpractical.com  Fri Dec 23 11:27:14 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 23 Dec 2011 11:27:14 -0500
Subject: [rt-users] Option to store attachments on the filesystem
In-Reply-To: <6312F7735995824DBDF26DF3C332CCDE711684@ad-cc-mbx01>
References: <6312F7735995824DBDF26DF3C332CCDE71150D@ad-cc-mbx01>
	<20111222144255.GD28286@staff-mud-56-27.rice.edu>,
	<2CD146F8-A3E8-429B-A289-92CD1A5F47AC@gmail.com>
	<6312F7735995824DBDF26DF3C332CCDE7115FA@ad-cc-mbx01>,
	<4EF3D7BF.6040207@bestpractical.com>
	<6312F7735995824DBDF26DF3C332CCDE711684@ad-cc-mbx01>
Message-ID: <4EF4ABE2.50706@bestpractical.com>

Please keep replies on the list.

For the record, I'm not claiming that core RT shouldn't support
attachments on disk in the future.  I'm just trying to give you the
relevant info for right now.

On 12/22/2011 08:58 PM, Geoff Mayes wrote:
> I searched but struck out.  Could you provide some links?  Why isn'
> it public?  Any way I can take a look at it?  :)

The extension was originally the result of customer work, and it hasn't
been made public.  Will it be made public?  We don't know yet.  For the
time being, you'll need to contact sales at bestpractical.com if you're
interested in it.

The mailing list threads I found just now with a search:
http://www.gossamer-threads.com/lists/rt/users/92667
http://www.gossamer-threads.com/lists/rt/users/100964

> Is it that non-trivial?  The Bugzilla in-house Attachments.pm module
> we used to use was 200 lines of Perl and that handled the main 8TB
> attachments datastore as well as the archives 30TB datastore, sorting
> out discrepancies between the two.  And larger organizations will
> have the resources and expertise to do these kinds of things easily,
> so if RT really is for organizations of all sizes, then how does it
> cater to the non-trivial users in this matter?

Larger organizations take a variety of steps to help ensure RT performs
well.  Yes, occasionally that includes putting attachments on disk, but
it also includes good database tuning and many other tweaks before that.
 The fact is that a 15 or 20GB database is simply not large at all;
15-20GB fits on a single USB flash drive.

> I just don't see how keeping attachments in the database is *optimal*
> for backing up and restoring the database when the database gets
> beyond 10-20GB, especially when an organization hasn't paid Oracle
> $5,000 so they can run hotcopy on their InnoDB databases.

As Ken from rice.edu said earlier, there are smarter backup solutions
than dumping/restoring the entire DB every single time.  He named a couple.

As for Oracle's $5k tool, you can get similar results with Percona's
completely free, open-source hot backup/copy tool for InnoDB called
XtraBackup: http://www.percona.com/software/percona-xtrabackup/

> How big are their databases and attachment tables?  How do they do
> backups and restores?  What are their disaster recovery plans?

These are customers that we can't provide that information on.  There
was at least one thread in 2010 or 2011 on the mailing list asking
people to contribute stats about the sizes of their RT instance.  Some
notably large ones came up.

Thomas


From ruz at bestpractical.com  Fri Dec 23 12:26:40 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 23 Dec 2011 21:26:40 +0400
Subject: [rt-users] Sphinx fulltext index v4.0.4
In-Reply-To: <7288D49C0448E840B752320350AFA94E012E6CDF97@its-hcwnem03.ds.Vanderbilt.edu>
References: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com>
	<D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu>
	<CAMOxC8vBmkepK3cErv7R0UPaTD2NVin9+h0R8EfXpVmFj-UAqA@mail.gmail.com>
	<AB89257A-CA3D-4286-A19F-1DB4486D91B5@Vanderbilt.Edu>
	<CAMOxC8twOZ4F6dwzPmZ8X=1UK8SnXWc9TOnY=55nsKgU-Wo9HA@mail.gmail.com>
	<7288D49C0448E840B752320350AFA94E012E6CDF97@its-hcwnem03.ds.Vanderbilt.edu>
Message-ID: <CAMOxC8vxDvRWVfMFCWPPYvbLiDgQa+SUoHbGpMisap7qocoG4g@mail.gmail.com>

Hi,

Looks good. Move on to SQL log and debug log.

On Fri, Dec 23, 2011 at 21:13, Poulter,   Dale
<dale.poulter at vanderbilt.edu> wrote:
> Here is the output. ?Thanks.
>
> mysql> show create table AttachmentsIndex;
> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
> | Table ? ? ? ? ? ?| Create Table ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?|
> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
> | AttachmentsIndex | CREATE TABLE `AttachmentsIndex` (
> ?`id` int(10) unsigned NOT NULL,
> ?`weight` int(11) NOT NULL,
> ?`query` varchar(3072) NOT NULL,
> ?KEY `query` (`query`(1024))
> ) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://localhost:9312/rt' |
> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
> 1 row in set (0.00 sec)
>
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
> Sent: Friday, December 23, 2011 8:56 AM
> To: Poulter, Dale
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
>
> On Fri, Dec 23, 2011 at 18:47, Poulter, ? Dale
> <dale.poulter at vanderbilt.edu> wrote:
>> Correct. ?The index and table seems to have been created. ?One strange item is that the attatchmentindex table in MySQL is empty. Thanks for your help.
>
> It's sort of empty as it's dynamic. It's a special table that connects mysql to sphinx. Run 'show create table AttachmentsIndex' and send us output.
>
>>
>>
>> Sent from iphone
>>
>>
>> On Dec 23, 2011, at 8:29 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>
>>> On Fri, Dec 23, 2011 at 18:22, Poulter, ? Dale
>>> <dale.poulter at vanderbilt.edu> wrote:
>>>> I actually tried with and without the fulltext without any success.
>>>
>>> It's hard to say what went wrong. Just for clarification, you've
>>> created required tables with a script, configured RT's config,
>>> configured sphinx, setup indexer that puts data into sphinx index.
>>> Right?
>>>
>>> To diagnose this start with RT's debug log. Enable logging of SQL
>>> statements in RT. Use command line sphinx client to make sure data is
>>> in the index. At this moment we don't have any info to help you.
>>>
>>>> Sent from iphone
>>>>
>>>>
>>>> On Dec 23, 2011, at 3:09 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>>
>>>>> On Thu, Dec 15, 2011 at 17:32, Poulter, ? Dale
>>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>>> However, ?Request Tracker does not seem to be searching the index.
>>>>>> If we search for any term that is only in the contents of the
>>>>>> ticket and not the header we do not get any hits. ?We do get hits
>>>>>> for terms in the ticket header though. ?If I search sphinx
>>>>>> directly for a term everything works correctly. ?It seems as if RT
>>>>>> is not searching Sphinx. ?Have I missed a step in the setup process? ?Any assistance will be appreciated. ?Thanks.
>>>>>
>>>>> How do you search? It's still required to use fulltext:x in simple
>>>>> search and Content in the query builder.
>>>>>
>>>>> --
>>>>> Best regards, Ruslan.
>>>>>
>>>>
>>>
>>>
>>>
>>> --
>>> Best regards, Ruslan.
>>>
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ?March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Best regards, Ruslan.


From dale.poulter at Vanderbilt.Edu  Fri Dec 23 12:13:41 2011
From: dale.poulter at Vanderbilt.Edu (Poulter,   Dale)
Date: Fri, 23 Dec 2011 11:13:41 -0600
Subject: [rt-users] Sphinx fulltext index v4.0.4
In-Reply-To: <CAMOxC8twOZ4F6dwzPmZ8X=1UK8SnXWc9TOnY=55nsKgU-Wo9HA@mail.gmail.com>
References: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com>
	<D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu>
	<CAMOxC8vBmkepK3cErv7R0UPaTD2NVin9+h0R8EfXpVmFj-UAqA@mail.gmail.com>
	<AB89257A-CA3D-4286-A19F-1DB4486D91B5@Vanderbilt.Edu>
	<CAMOxC8twOZ4F6dwzPmZ8X=1UK8SnXWc9TOnY=55nsKgU-Wo9HA@mail.gmail.com>
Message-ID: <7288D49C0448E840B752320350AFA94E012E6CDF97@its-hcwnem03.ds.Vanderbilt.edu>

Here is the output.  Thanks.

mysql> show create table AttachmentsIndex;
+------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| Table            | Create Table                                                                                                                                                                                                                                  |
+------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| AttachmentsIndex | CREATE TABLE `AttachmentsIndex` (
  `id` int(10) unsigned NOT NULL,
  `weight` int(11) NOT NULL,
  `query` varchar(3072) NOT NULL,
  KEY `query` (`query`(1024))
) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://localhost:9312/rt' |
+------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
1 row in set (0.00 sec)

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Friday, December 23, 2011 8:56 AM
To: Poulter, Dale
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Sphinx fulltext index v4.0.4

On Fri, Dec 23, 2011 at 18:47, Poulter,   Dale
<dale.poulter at vanderbilt.edu> wrote:
> Correct. ?The index and table seems to have been created. ?One strange item is that the attatchmentindex table in MySQL is empty. Thanks for your help.

It's sort of empty as it's dynamic. It's a special table that connects mysql to sphinx. Run 'show create table AttachmentsIndex' and send us output.

>
>
> Sent from iphone
>
>
> On Dec 23, 2011, at 8:29 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>
>> On Fri, Dec 23, 2011 at 18:22, Poulter, ? Dale 
>> <dale.poulter at vanderbilt.edu> wrote:
>>> I actually tried with and without the fulltext without any success.
>>
>> It's hard to say what went wrong. Just for clarification, you've 
>> created required tables with a script, configured RT's config, 
>> configured sphinx, setup indexer that puts data into sphinx index.
>> Right?
>>
>> To diagnose this start with RT's debug log. Enable logging of SQL 
>> statements in RT. Use command line sphinx client to make sure data is 
>> in the index. At this moment we don't have any info to help you.
>>
>>> Sent from iphone
>>>
>>>
>>> On Dec 23, 2011, at 3:09 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>
>>>> On Thu, Dec 15, 2011 at 17:32, Poulter, ? Dale 
>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>> However, ?Request Tracker does not seem to be searching the index. ?
>>>>> If we search for any term that is only in the contents of the 
>>>>> ticket and not the header we do not get any hits. ?We do get hits 
>>>>> for terms in the ticket header though. ?If I search sphinx 
>>>>> directly for a term everything works correctly. ?It seems as if RT 
>>>>> is not searching Sphinx. ?Have I missed a step in the setup process? ?Any assistance will be appreciated. ?Thanks.
>>>>
>>>> How do you search? It's still required to use fulltext:x in simple 
>>>> search and Content in the query builder.
>>>>
>>>> --
>>>> Best regards, Ruslan.
>>>>
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



--
Best regards, Ruslan.


From jblaine at kickflop.net  Fri Dec 23 15:00:20 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Fri, 23 Dec 2011 15:00:20 -0500
Subject: [rt-users] 3.4.2 to 4.x
In-Reply-To: <4EF3A736.8030500@bestpractical.com>
References: <4EF396F3.5060805@kickflop.net>
	<4EF3A736.8030500@bestpractical.com>
Message-ID: <4EF4DDD4.3050103@kickflop.net>

I've read and re-read docs/UPGRADING*.

Things are going quite smoothly so far, as this is a
pretty stock old install of 3.4.2 heading to 4.0.4
on a totally different box.

Question:

Importing the old MySQL 'rt3' database as 'rt4'

How?  Edit the dump file?

Thanks for any further help!

On 12/22/2011 4:55 PM, Thomas Sibley wrote:
> On 12/22/2011 03:45 PM, Jeff Blaine wrote:
>> Before I waste a bunch of time, is there any chance this
>> is likely to work?
>>
>> 1. Dump all RT 3.4.2 data from MySQL 4.1 (database 'rt3')
>> 2. Stand up new server with RT 4.x and modern MySQL
>> 3. Import old data
>
> Not with just those steps, but yes, of course you can upgrade from 3.4.2
> to 4.0.4.  Carefully read and follow the instructions in the
> UPGRADING.mysql, UPGRADING-3.4, UPGRADING-3.6, UPGRADING-3.8, and
> UPGRADING-4.0 documentation.
>
> You have a large upgrade ahead of you, but it's well documented and
> fairly straightforward.
> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html is a gentle
> introduction, but it does not try to cover all of the individual steps
> you'll need to take, just the general process.
>
> Thomas
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5&  6, 2012
>


From Izz.Abdullah at hibbett.com  Fri Dec 23 15:03:14 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Fri, 23 Dec 2011 14:03:14 -0600
Subject: [rt-users] 3.4.2 to 4.x
In-Reply-To: <4EF4DDD4.3050103@kickflop.net>
References: <4EF396F3.5060805@kickflop.net><4EF3A736.8030500@bestpractical.com>
	<4EF4DDD4.3050103@kickflop.net>
Message-ID: <BAB510D4DA891440A7CE408F3C08635301C8596D07CA@hsg-mail-001.corp01.hibbett.com>

Just (within MySql):
create database rt4;
Then, from the command line, using the dump from your current mysql server, 
mysql -u <username> -p rt4 < <name_of_sql_dump.sql>


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine
Sent: Friday, December 23, 2011 2:00 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] 3.4.2 to 4.x

I've read and re-read docs/UPGRADING*.

Things are going quite smoothly so far, as this is a pretty stock old install of 3.4.2 heading to 4.0.4 on a totally different box.

Question:

Importing the old MySQL 'rt3' database as 'rt4'

How?  Edit the dump file?

Thanks for any further help!

On 12/22/2011 4:55 PM, Thomas Sibley wrote:
> On 12/22/2011 03:45 PM, Jeff Blaine wrote:
>> Before I waste a bunch of time, is there any chance this is likely to 
>> work?
>>
>> 1. Dump all RT 3.4.2 data from MySQL 4.1 (database 'rt3') 2. Stand up 
>> new server with RT 4.x and modern MySQL 3. Import old data
>
> Not with just those steps, but yes, of course you can upgrade from 
> 3.4.2 to 4.0.4.  Carefully read and follow the instructions in the 
> UPGRADING.mysql, UPGRADING-3.4, UPGRADING-3.6, UPGRADING-3.8, and
> UPGRADING-4.0 documentation.
>
> You have a large upgrade ahead of you, but it's well documented and 
> fairly straightforward.
> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html is a 
> gentle introduction, but it does not try to cover all of the 
> individual steps you'll need to take, just the general process.
>
> Thomas
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5&  6, 2012
>
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012


From jblaine at kickflop.net  Fri Dec 23 15:42:08 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Fri, 23 Dec 2011 15:42:08 -0500
Subject: [rt-users] 3.4.2 to 4.x
In-Reply-To: <BAB510D4DA891440A7CE408F3C08635301C8596D07CA@hsg-mail-001.corp01.hibbett.com>
References: <4EF396F3.5060805@kickflop.net><4EF3A736.8030500@bestpractical.com>
	<4EF4DDD4.3050103@kickflop.net>
	<BAB510D4DA891440A7CE408F3C08635301C8596D07CA@hsg-mail-001.corp01.hibbett.com>
Message-ID: <4EF4E7A0.6080700@kickflop.net>

On 12/23/2011 3:03 PM, Izz Abdullah wrote:
> Just (within MySql):
> create database rt4;
> Then, from the command line, using the dump from your current mysql server,
> mysql -u<username>  -p rt4<  <name_of_sql_dump.sql>

Thanks.  That will override the 'CREATE DATABASE' in
the rt3 dump file?

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine
> Sent: Friday, December 23, 2011 2:00 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] 3.4.2 to 4.x
>
> I've read and re-read docs/UPGRADING*.
>
> Things are going quite smoothly so far, as this is a pretty stock old install of 3.4.2 heading to 4.0.4 on a totally different box.
>
> Question:
>
> Importing the old MySQL 'rt3' database as 'rt4'
>
> How?  Edit the dump file?
>
> Thanks for any further help!
>
> On 12/22/2011 4:55 PM, Thomas Sibley wrote:
>> On 12/22/2011 03:45 PM, Jeff Blaine wrote:
>>> Before I waste a bunch of time, is there any chance this is likely to
>>> work?
>>>
>>> 1. Dump all RT 3.4.2 data from MySQL 4.1 (database 'rt3') 2. Stand up
>>> new server with RT 4.x and modern MySQL 3. Import old data
>>
>> Not with just those steps, but yes, of course you can upgrade from
>> 3.4.2 to 4.0.4.  Carefully read and follow the instructions in the
>> UPGRADING.mysql, UPGRADING-3.4, UPGRADING-3.6, UPGRADING-3.8, and
>> UPGRADING-4.0 documentation.
>>
>> You have a large upgrade ahead of you, but it's well documented and
>> fairly straightforward.
>> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html is a
>> gentle introduction, but it does not try to cover all of the
>> individual steps you'll need to take, just the general process.
>>
>> Thomas
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5&   6, 2012
>>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5&  6, 2012
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5&  6, 2012
>


From Izz.Abdullah at hibbett.com  Fri Dec 23 15:49:44 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Fri, 23 Dec 2011 14:49:44 -0600
Subject: [rt-users] 3.4.2 to 4.x
In-Reply-To: <4EF4E7A0.6080700@kickflop.net>
References: <4EF396F3.5060805@kickflop.net><4EF3A736.8030500@bestpractical.com><4EF4DDD4.3050103@kickflop.net><BAB510D4DA891440A7
	CE408F3C08635301C8596D07CA@hsg-mail-001.corp01.hibbett.com>
	<4EF4E7A0.6080700@kickflop.net>
Message-ID: <BAB510D4DA891440A7CE408F3C08635301C8596D07CC@hsg-mail-001.corp01.hibbett.com>

This is the way I upgraded from 3.8 -> 4.0.x.  I think you could pipe the dump without creating the database first, but is seems like I had an issue with MySQL throwing an error back at me saying database rt4 does not exist.  So, to answer your question, yes.  If you have a database already created and you pipe the dump using the mysql -u root -p rt4 < mysqldump.sql command, it will put your dump into the database named rt4.  Then you can go about the database upgrade procedures you have read in the UPGRADE_READMEs.

Hope this helps.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine
Sent: Friday, December 23, 2011 2:42 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] 3.4.2 to 4.x

On 12/23/2011 3:03 PM, Izz Abdullah wrote:
> Just (within MySql):
> create database rt4;
> Then, from the command line, using the dump from your current mysql 
> server, mysql -u<username>  -p rt4<  <name_of_sql_dump.sql>

Thanks.  That will override the 'CREATE DATABASE' in the rt3 dump file?

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff 
> Blaine
> Sent: Friday, December 23, 2011 2:00 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] 3.4.2 to 4.x
>
> I've read and re-read docs/UPGRADING*.
>
> Things are going quite smoothly so far, as this is a pretty stock old install of 3.4.2 heading to 4.0.4 on a totally different box.
>
> Question:
>
> Importing the old MySQL 'rt3' database as 'rt4'
>
> How?  Edit the dump file?
>
> Thanks for any further help!
>
> On 12/22/2011 4:55 PM, Thomas Sibley wrote:
>> On 12/22/2011 03:45 PM, Jeff Blaine wrote:
>>> Before I waste a bunch of time, is there any chance this is likely 
>>> to work?
>>>
>>> 1. Dump all RT 3.4.2 data from MySQL 4.1 (database 'rt3') 2. Stand 
>>> up new server with RT 4.x and modern MySQL 3. Import old data
>>
>> Not with just those steps, but yes, of course you can upgrade from
>> 3.4.2 to 4.0.4.  Carefully read and follow the instructions in the 
>> UPGRADING.mysql, UPGRADING-3.4, UPGRADING-3.6, UPGRADING-3.8, and
>> UPGRADING-4.0 documentation.
>>
>> You have a large upgrade ahead of you, but it's well documented and 
>> fairly straightforward.
>> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html is a 
>> gentle introduction, but it does not try to cover all of the 
>> individual steps you'll need to take, just the general process.
>>
>> Thomas
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5&   6, 2012
>>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5&  6, 2012
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5&  6, 2012
>
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012


From ruz at bestpractical.com  Fri Dec 23 16:23:02 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 24 Dec 2011 01:23:02 +0400
Subject: [rt-users] 3.4.2 to 4.x
In-Reply-To: <4EF4E7A0.6080700@kickflop.net>
References: <4EF396F3.5060805@kickflop.net>
	<4EF3A736.8030500@bestpractical.com>
	<4EF4DDD4.3050103@kickflop.net>
	<BAB510D4DA891440A7CE408F3C08635301C8596D07CA@hsg-mail-001.corp01.hibbett.com>
	<4EF4E7A0.6080700@kickflop.net>
Message-ID: <CAMOxC8uyAjPiHf0qRr-K7F36L8nFRJGSqxfx_kX9n=+j+WfLzw@mail.gmail.com>

On Sat, Dec 24, 2011 at 00:42, Jeff Blaine <jblaine at kickflop.net> wrote:
> On 12/23/2011 3:03 PM, Izz Abdullah wrote:
>>
>> Just (within MySql):
>> create database rt4;
>> Then, from the command line, using the dump from your current mysql
>> server,
>> mysql -u<username> ?-p rt4< ?<name_of_sql_dump.sql>
>
>
> Thanks. ?That will override the 'CREATE DATABASE' in
> the rt3 dump file?

mysqldump --opt xxx > xxx.dump.sql

This command doesn't add create database or other instructions to
select database. You specify database to restore dump into when you
run `mysql xxx < xxx.dump.sql`.

Note that you're using RT 3.4 on mysql 4.1 and newer, then you should
use binary charset during dumping and don't forget to upgrade mysql
schema. It's special step described in the documentation.

>
>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine
>> Sent: Friday, December 23, 2011 2:00 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] 3.4.2 to 4.x
>>
>> I've read and re-read docs/UPGRADING*.
>>
>> Things are going quite smoothly so far, as this is a pretty stock old
>> install of 3.4.2 heading to 4.0.4 on a totally different box.
>>
>> Question:
>>
>> Importing the old MySQL 'rt3' database as 'rt4'
>>
>> How? ?Edit the dump file?
>>
>> Thanks for any further help!
>>
>> On 12/22/2011 4:55 PM, Thomas Sibley wrote:
>>>
>>> On 12/22/2011 03:45 PM, Jeff Blaine wrote:
>>>>
>>>> Before I waste a bunch of time, is there any chance this is likely to
>>>> work?
>>>>
>>>> 1. Dump all RT 3.4.2 data from MySQL 4.1 (database 'rt3') 2. Stand up
>>>> new server with RT 4.x and modern MySQL 3. Import old data
>>>
>>>
>>> Not with just those steps, but yes, of course you can upgrade from
>>> 3.4.2 to 4.0.4. ?Carefully read and follow the instructions in the
>>> UPGRADING.mysql, UPGRADING-3.4, UPGRADING-3.6, UPGRADING-3.8, and
>>> UPGRADING-4.0 documentation.
>>>
>>> You have a large upgrade ahead of you, but it's well documented and
>>> fairly straightforward.
>>> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html is a
>>> gentle introduction, but it does not try to cover all of the
>>> individual steps you'll need to take, just the general process.
>>>
>>> Thomas
>>> --------
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> * Boston ?March 5& ? 6, 2012
>>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ?March 5& ?6, 2012
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston ?March 5& ?6, 2012
>>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From kenn.crocker at gmail.com  Sat Dec 24 02:55:53 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Fri, 23 Dec 2011 23:55:53 -0800
Subject: [rt-users] Creating custom fields with non-root account?
In-Reply-To: <3856E1B0-F3FB-46CC-9DDC-E459D3480C8B@nf.mpg.de>
References: <3856E1B0-F3FB-46CC-9DDC-E459D3480C8B@nf.mpg.de>
Message-ID: <CAOtpkagN_KP1JWv+3ajosV5pUgLHBgVzd27OVFkJXvoBJ3xg0w@mail.gmail.com>

Yep.

On Fri, Dec 23, 2011 at 1:39 AM, Stefan Vollmar <vollmar at nf.mpg.de> wrote:

> Hello,
>
> we have recently added a new queue to our RT system: this queue is
> supposed to be used by one (external) group of colleagues only and they
> should be able to make any changes to it they desire. In our configuration,
> only the root user can create custom fields and, if possible, it should not
> be necessary for our external colleagues to have the root password to edit
> their custom fields. Is it possible to give  particular users of one RT
> group root rights (or extended rights for editing custom fields, at least)
> - but only for one queue?
>
> Many thanks in advance.
> Best regards,
>  Stefan
> --
> Dr. Stefan Vollmar, Dipl.-Phys.
> Head of IT group
> Max-Planck-Institut f?r neurologische Forschung
> Gleuelerstr. 50, 50931 K?ln, Germany
> Tel.: +49-221-4726-213  FAX +49-221-4726-298
> Tel.: +49-221-478-5713  Mobile: 0160-93874279
> Email: vollmar at nf.mpg.de   http://www.nf.mpg.de
>
>
>
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From dgarcia at cesca.cat  Tue Dec 27 11:48:48 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Tue, 27 Dec 2011 17:48:48 +0100
Subject: [rt-users]  Problem to create a personal group dashboard
Message-ID: <4EF9F6F0.4090200@cesca.cat>

Hi

1.- I create a group 'Extern'.
2.- I a user 'Extern1'.
3.- I assign user to the group
4.- I check the correct rights (I think)
5.- I create a dashboard 'External' in the  control panel of the grup.

When I login with''I can not see the 'dashboard' that I created earlier 
with the administrator account. Why?

Another thing I would ask is: you can change the 'homepage' (the "RT at 
a glance ') for a particular user or group? Is the same 'RT at a glance' 
as 'Dashboard'?


Thanks!!

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From dhull at section9.us  Tue Dec 27 12:33:05 2011
From: dhull at section9.us (Damien Hull)
Date: Tue, 27 Dec 2011 08:33:05 -0900
Subject: [rt-users] Apache perl ?
Message-ID: <-2530505020968238227@unknownmsgid>

Here's what I have
1. Ubuntu 10.04
2. RT 4.0.4
3. New Installation of Perl in /usr/local/

I configured Request Tracker to use the new installation of perl. I'm
assuming Apache needs to use it as well. How do I get Apache to do
that?

I tried installing a libapache2-perl something. That didn't look right
because the version of perl is not the same. It uses the version of
perl that came with Ubuntu.


From ruz at bestpractical.com  Tue Dec 27 12:40:27 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 27 Dec 2011 21:40:27 +0400
Subject: [rt-users] Apache perl ?
In-Reply-To: <-2530505020968238227@unknownmsgid>
References: <-2530505020968238227@unknownmsgid>
Message-ID: <CAMOxC8vkAen-fLiq4K29Cd+uLf4LK72ijZrzgWqE0xddCM=Mow@mail.gmail.com>

On Tue, Dec 27, 2011 at 21:33, Damien Hull <dhull at section9.us> wrote:
> Here's what I have
> 1. Ubuntu 10.04
> 2. RT 4.0.4
> 3. New Installation of Perl in /usr/local/
>
> I configured Request Tracker to use the new installation of perl. I'm
> assuming Apache needs to use it as well. How do I get Apache to do
> that?

Apache loads perl directly only if you're using mod_perl, otherwise
apache doesn't touch perl at all. With FCGI setup you can leave apache
alone.

> I tried installing a libapache2-perl something. That didn't look right
> because the version of perl is not the same. It uses the version of
> perl that came with Ubuntu.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From dennis.comeaux at gmail.com  Tue Dec 27 14:07:39 2011
From: dennis.comeaux at gmail.com (Dennis Comeaux)
Date: Tue, 27 Dec 2011 14:07:39 -0500
Subject: [rt-users] Help with shredder in 3.8.10
Message-ID: <CAP52nhM7JBMMbtyjg7ZTXz6_zcmA5ZF6HSx9sEHzrLL+-0rD0A@mail.gmail.com>

I know we should be upgrading, but you know how that goes. So I am stuck on
3.8.10 and I am trying to take some old restores and integrate that data
into one big new server which can handle the load.

So, I have restored the data I want to a new server.  I am now trying to
get that data OUT of the server with the shredder command
(/opt/rt3/sbin/rt-shredder).  What do I need to change to get it to see the
plugin?

**[root at rtarchives sbin]# ./rt-shredder --plugin list
Plugins list:
Objects
Users
Attachments
Summary
Tickets
SQLDump
[root at rtarchives sbin]# ./rt-shredder --plugin help-Tickets
Couldn't find plugin 'Tickets'
Plugins list:
Objects
Users
Attachments
Summary
Tickets
SQLDump
[root at rtarchives sbin]#

-- 
*Deo Vindice*
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From dennis.comeaux at gmail.com  Tue Dec 27 14:22:57 2011
From: dennis.comeaux at gmail.com (Dennis Comeaux)
Date: Tue, 27 Dec 2011 14:22:57 -0500
Subject: [rt-users] Help with shredder in 3.8.10
In-Reply-To: <CAP52nhM7JBMMbtyjg7ZTXz6_zcmA5ZF6HSx9sEHzrLL+-0rD0A@mail.gmail.com>
References: <CAP52nhM7JBMMbtyjg7ZTXz6_zcmA5ZF6HSx9sEHzrLL+-0rD0A@mail.gmail.com>
Message-ID: <CAP52nhPepueS1+tJ6jDkgRCrVEXYgNqHe69vX_=3TaGi9Vg20A@mail.gmail.com>

Ah HA!

Use rtx-shredder 0.07, downloadable from cpan.

[root at rtrestore090327 sbin]# pwd
/root/RTx-Shredder-0.07/sbin
[root at rtrestore090327 sbin]# ./rtx-shredder --plugin help-Tickets
USAGE
  masks

    If any argument is marked with keyword `mask' then it means that this
    argument support two special characters:

    1) `*' matches any non empty sequence of the characters. For example
    `*@example.com' will match any email address in `example.com' domain.

    2) `?' matches exactly one character. For example `????' will match any
    string four characters long.

ARGUMENTS
    Arguments which all plugins support.

  limit - unsigned integer

    Allow you to limit search results. Default value is `10'.

NAME
    RTx::Shredder::Plugin::Tickets - search plugin for wiping tickets.

ARGUMENTS
  queue - queue name

    Search tickets only in particular queue.

  status - ticket status

    Search tickets with specified status only. 'deleted' status is also
    supported.

  updated_before - date

    Search tickets that were updated before some date. Example: '2003-12-31
    23:59:59'

[root at rtrestore090327 sbin]#


On Tue, Dec 27, 2011 at 2:07 PM, Dennis Comeaux <dennis.comeaux at gmail.com>wrote:

> I know we should be upgrading, but you know how that goes. So I am stuck
> on 3.8.10 and I am trying to take some old restores and integrate that data
> into one big new server which can handle the load.
>
> So, I have restored the data I want to a new server.  I am now trying to
> get that data OUT of the server with the shredder command
> (/opt/rt3/sbin/rt-shredder).  What do I need to change to get it to see the
> plugin?
>
> **[root at rtarchives sbin]# ./rt-shredder --plugin list
> Plugins list:
> Objects
> Users
> Attachments
> Summary
> Tickets
> SQLDump
> [root at rtarchives sbin]# ./rt-shredder --plugin help-Tickets
> Couldn't find plugin 'Tickets'
> Plugins list:
> Objects
> Users
> Attachments
> Summary
> Tickets
> SQLDump
> [root at rtarchives sbin]#
>
> --
> *Deo Vindice*
>



-- 
"il n'y a pas de libert? s'il y a d?pendance"
   --Theobalt
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From jblaine at kickflop.net  Wed Dec 28 09:30:14 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 28 Dec 2011 09:30:14 -0500
Subject: [rt-users] 3.4.2 to 4.x
In-Reply-To: <CAMOxC8uyAjPiHf0qRr-K7F36L8nFRJGSqxfx_kX9n=+j+WfLzw@mail.gmail.com>
References: <4EF396F3.5060805@kickflop.net>
	<4EF3A736.8030500@bestpractical.com>
	<4EF4DDD4.3050103@kickflop.net>
	<BAB510D4DA891440A7CE408F3C08635301C8596D07CA@hsg-mail-001.corp01.hibbett.com>
	<4EF4E7A0.6080700@kickflop.net>
	<CAMOxC8uyAjPiHf0qRr-K7F36L8nFRJGSqxfx_kX9n=+j+WfLzw@mail.gmail.com>
Message-ID: <4EFB27F6.3010302@kickflop.net>

The RT 3.4 to RT 4.0.4 upgrade went fine.

Now with our data in MySQL 5.1.x, instead of the old
MySQL 4.1, and our new instance not in production yet,
we want to migrate to PostgreSQL 8.4.9, largely in
order to get performant full-text searching without
doing something hackish with MySQL and Sphinx nonsense.

That task, however, is turning out to be a nightmare.
The gory details are at the link below, but the short
story is that PostgreSQL does not like some of the
bytes (mostly when trying to INSERT into Attachments).

Cleaning the dump file of all non-ASCII characters,
then trying the data load again, bought me nothing (!!??).

http://dba.stackexchange.com/questions/9792/no-nulls-yet-invalid-byte-sequence-for-encoding-utf8-0x00

If anyone has any advice, please share!


From Darin.Perusich at ctg.com  Wed Dec 28 09:50:57 2011
From: Darin.Perusich at ctg.com (Darin Perusich)
Date: Wed, 28 Dec 2011 09:50:57 -0500
Subject: [rt-users] 3.4.2 to 4.x
In-Reply-To: <4EFB27F6.3010302@kickflop.net>
References: <4EF396F3.5060805@kickflop.net>
	<4EF3A736.8030500@bestpractical.com>
	<4EF4DDD4.3050103@kickflop.net>
	<BAB510D4DA891440A7CE408F3C08635301C8596D07CA@hsg-mail-001.corp01.hibbett.com>
	<4EF4E7A0.6080700@kickflop.net>
	<CAMOxC8uyAjPiHf0qRr-K7F36L8nFRJGSqxfx_kX9n=+j+WfLzw@mail.gmail.com>
	<4EFB27F6.3010302@kickflop.net>
Message-ID: <DA53AF8983A6F0468482CC52240A46F5025A383E@BUF-EX.ctg.com>

Hi Jeff,

I did an upgrade from mysql to postgres a few month back and it went
very smoothly. I used the rt-mysql2pg script available at
http://wiki-archive.bestpractical.com/view/rt-mysql2pg to convert the
data which performed seamlessly.

I have a bunch of notes I can share which might be helpful, I ran into a
few issues performing the update because of AssetTracker. Ping me
off-list and I'll share them.

On 12/28/2011 09:30 AM, Jeff Blaine wrote:
> The RT 3.4 to RT 4.0.4 upgrade went fine.
> 
> Now with our data in MySQL 5.1.x, instead of the old
> MySQL 4.1, and our new instance not in production yet,
> we want to migrate to PostgreSQL 8.4.9, largely in
> order to get performant full-text searching without
> doing something hackish with MySQL and Sphinx nonsense.
> 
> That task, however, is turning out to be a nightmare.
> The gory details are at the link below, but the short
> story is that PostgreSQL does not like some of the
> bytes (mostly when trying to INSERT into Attachments).
> 
> Cleaning the dump file of all non-ASCII characters,
> then trying the data load again, bought me nothing (!!??).
> 
> http://dba.stackexchange.com/questions/9792/no-nulls-yet-invalid-byte-sequence-for-encoding-utf8-0x00
> 
> 
> If anyone has any advice, please share!
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

-- 
Darin Perusich
Email: Darin.Perusich at ctg.com
Office: 716-888-3690
The information transmitted is intended only for the person or entity to which
it is addressed and may contain confidential and/or privileged material. Any
review, retransmission, dissemination or other use of, or taking of any action
in reliance upon, this information by persons or entities other than the
intended recipient is prohibited. If you are not the intended recipient of this 
message, please contact the sender and delete this material from this computer.



From dmsimard at iweb.com  Wed Dec 28 12:10:02 2011
From: dmsimard at iweb.com (David Moreau Simard)
Date: Wed, 28 Dec 2011 12:10:02 -0500
Subject: [rt-users] RT-Extention-QueueDeactivatedScrips
In-Reply-To: <CAGjtDtt+5xDOYZJ2QeBX5ESxbDXvLccm4vnLv+WW=t3d=H1SmQ@mail.gmail.com>
References: <FA0159D08C54E940853E910668278BEF21EB8FE1@HQDODGE.bucklehq.com>
	<CAMOxC8ty5_9O_LRNEMXJuB2x+KcW+2wU=C5KLZW=jjoqWAgaTQ@mail.gmail.com>
	<FA0159D08C54E940853E910668278BEF21EB8FE3@HQDODGE.bucklehq.com>
	<CAMOxC8ugx4_yMAfEX53-Fz6ionW-eMpR_jfmkWMDKkFiL59aQA@mail.gmail.com>
	<CAGjtDttr9Vq7gecOk3ExwCVdN7hYfj5drxa4mH=WJXLsQXXe7Q@mail.gmail.com>
	<4ED8E3EB.3000003@iweb.com>
	<CAGjtDtt+5xDOYZJ2QeBX5ESxbDXvLccm4vnLv+WW=t3d=H1SmQ@mail.gmail.com>
Message-ID: <4EFB4D6A.6040304@iweb.com>

Hi there,

So, I've finally got the chance to grant some time at trying this out. 
Before going ahead, I just wanted to say that I've never actually used 
this plugin so I am not certain what is the expected behavior.
However, this seems like it would be really useful in reducing the 
amount of maintenance involved in working with identical scrips in 
different queues.

Here is how I've set it up on my 4.0.4 environment:
===
wget 
https://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips/zipball/master
unzip master
cd tbrumm-RT-Extension-QueueDeactivatedScrips-54c7982/
perl Makefile.PL
make
make install
make initdb

rm -rf /opt/rt4/local/plugins/RT-Extension-QueueDeactivatedScrips/lib/
rm -rf /opt/rt4/local/plugins/RT-Extension-QueueDeactivatedScrips/html/

tar -xvf deactivate_scrips_rt402.tar
cd patch/rt_local
mv * /opt/rt4/local/plugins/RT-Extension-QueueDeactivatedScrips/
===

In RT_SiteConfig.pm: Set(@Plugins, 
qw(RT::Extension::QueueDeactivatedScrips));
Restarted Apache.

Now, when looking at Global Scrips, I have this screen. Not sure if this 
is where it should be showing - this should be when looking at a queue's 
scrips, no ?
http://i.imgur.com/Fp37v.png

Looking at a Queue's scrips shows the default version of Scrips.html, 
not one I would expect (the version that shows in the global scrips 
section).
Therefore, when looking at a Queue, I do not have the ability to 
deactivate a global scrip.

I've tried clearing mason's cache and copying the plugin files directly 
to the local folder instead of inside the plugin folder. No go.

Am I doing something wrong ?

I'm also thinking it could be nice that, instead of going inside a queue 
to deactivate a global scrip, you could go inside a global scrip and see 
a list of queues it is enabled on and change activation parameters there.
But, that's entirely another extension I would think!

*David Moreau Simard*


On 11-12-05 4:41 AM, Givano wrote:
> Hi,
>
> here is the diff patch and full files of the extension for RT4.0.2. 
> For SQL table use the SQL scripts from Thorstens extension on the 
> github https://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips. 
> This modifications are fully based on Thorstens extension for RT3.8.
>
> If you need some help in setting up the extension for your RT please ask.
>
> BR, Ivan
>
> PS: @David: would be really interesting to hear if it also works with 
> 4.0.4.
>
>
> 2011/12/2 David Moreau Simard <dmsimard at iweb.com 
> <mailto:dmsimard at iweb.com>>
>
>     I, for one, would be highly interested in trying the patch out.
>
>     I have a 4.0.4 development environment on which I could test it on
>     - I would report back with compatibility details.
>
>     - David
>
>     On 11-12-02 9:10 AM, Givano wrote:
>>     Hi guys,
>>
>>     if it's still interesting, I have done the patch for rt 4.0.2 and
>>     it works fine for me. Only three files need to be modified two
>>     html and one lib. If you want I can send you diffs or the files
>>     for rt4.0.2. I dont know if it will work with 4.0.4.
>>
>>     BR, Ivan
>>
>>     2011/10/6 Ruslan Zakirov <ruz at bestpractical.com
>>     <mailto:ruz at bestpractical.com>>
>>
>>         Hi,
>>
>>         On Thu, Oct 6, 2011 at 7:25 PM, Randy Black
>>         <Randy.Black at buckle.com <mailto:Randy.Black at buckle.com>> wrote:
>>         > Know of anyone working on the port?
>>
>>
>>         I don't know. It's on github and there is no forks of the
>>         project.
>>         Torsten packaged the extension, probably newer version depends on
>>         patches people would send and/or on his upgrade schedule.
>>
>>
>>         > -----Original Message-----
>>         > From: ruslan.zakirov at gmail.com
>>         <mailto:ruslan.zakirov at gmail.com>
>>         [mailto:ruslan.zakirov at gmail.com
>>         <mailto:ruslan.zakirov at gmail.com>] On Behalf Of Ruslan Zakirov
>>         > Sent: Thursday, October 06, 2011 12:24 PM
>>         > To: Randy Black
>>         > Cc: rt-users at lists.bestpractical.com
>>         <mailto:rt-users at lists.bestpractical.com>
>>         > Subject: Re: [rt-users] RT-Extention-QueueDeactivatedScrips
>>         >
>>         > Hi,
>>         >
>>         > File that couldn't be found was deleted between RT3 and
>>         RT4. What
>>         > means that extension has not been ported over RT4.
>>         >
>>         > On Thu, Oct 6, 2011 at 4:45 PM, Randy Black
>>         <Randy.Black at buckle.com <mailto:Randy.Black at buckle.com>> wrote:
>>         >> Does anyone use this extension and have it working in a
>>         production 4.0.2
>>         >> instance of RT?
>>         >>
>>         >> I have it installed, but when selecting a queue and then
>>         selecting ?scrips >
>>         >> select? from the menu, I get ?could not find component for
>>         path
>>         >> ?/Admin/Elements/QueueTabs??
>>         >>
>>         >> Looking through the doc, the wiki and google, produced
>>         nothing.
>>         >>
>>         >> Thanks,
>>         >>
>>         >> Randy
>>         >>
>>         >> --------
>>         >> RT Training Sessions
>>         (http://bestpractical.com/services/training.html)
>>         >> *  San Francisco, CA, USA ? October 18 & 19, 2011
>>         >> *  Washington DC, USA ? October 31 & November 1, 2011
>>         >> *  Barcelona, Spain ? November 28 & 29, 2011
>>         >>
>>         >
>>         >
>>         >
>>         > --
>>         > Best regards, Ruslan.
>>         >
>>
>>
>>
>>         --
>>         Best regards, Ruslan.
>>         --------
>>         RT Training Sessions
>>         (http://bestpractical.com/services/training.html)
>>         *  San Francisco, CA, USA  October 18 & 19, 2011
>>         *  Washington DC, USA  October 31 & November 1, 2011
>>         *  Barcelona, Spain  November 28 & 29, 2011
>>
>>
>>
>>
>>     -------- RT Training Sessions
>>     (http://bestpractical.com/services/training.html
>>     )
>>     * Boston ? March 5&  6, 2012
>
>     --------
>     RT Training Sessions (http://bestpractical.com/services/training.html)
>     * Boston ? March 5 & 6, 2012
>
>


From jblaine at kickflop.net  Wed Dec 28 12:27:47 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 28 Dec 2011 12:27:47 -0500
Subject: [rt-users] 3.4.2 to 4.x
In-Reply-To: <DA53AF8983A6F0468482CC52240A46F5025A383E@BUF-EX.ctg.com>
References: <4EF396F3.5060805@kickflop.net>
	<4EF3A736.8030500@bestpractical.com>
	<4EF4DDD4.3050103@kickflop.net>
	<BAB510D4DA891440A7CE408F3C08635301C8596D07CA@hsg-mail-001.corp01.hibbett.com>
	<4EF4E7A0.6080700@kickflop.net>
	<CAMOxC8uyAjPiHf0qRr-K7F36L8nFRJGSqxfx_kX9n=+j+WfLzw@mail.gmail.com>
	<4EFB27F6.3010302@kickflop.net>
	<DA53AF8983A6F0468482CC52240A46F5025A383E@BUF-EX.ctg.com>
Message-ID: <4EFB5193.1090808@kickflop.net>

On 12/28/2011 9:50 AM, Darin Perusich wrote:
> Hi Jeff,
>
> I did an upgrade from mysql to postgres a few month back and it went
> very smoothly. I used the rt-mysql2pg script available at
> http://wiki-archive.bestpractical.com/view/rt-mysql2pg to convert the
> data which performed seamlessly.

Hi Darin,

Oh jeez.  I wish I'd known about that earlier!

It's working fine so far.  Chugging along.

> I have a bunch of notes I can share which might be helpful, I ran into a
> few issues performing the update because of AssetTracker. Ping me
> off-list and I'll share them.
>
> On 12/28/2011 09:30 AM, Jeff Blaine wrote:
>> The RT 3.4 to RT 4.0.4 upgrade went fine.
>>
>> Now with our data in MySQL 5.1.x, instead of the old
>> MySQL 4.1, and our new instance not in production yet,
>> we want to migrate to PostgreSQL 8.4.9, largely in
>> order to get performant full-text searching without
>> doing something hackish with MySQL and Sphinx nonsense.
>>
>> That task, however, is turning out to be a nightmare.
>> The gory details are at the link below, but the short
>> story is that PostgreSQL does not like some of the
>> bytes (mostly when trying to INSERT into Attachments).
>>
>> Cleaning the dump file of all non-ASCII characters,
>> then trying the data load again, bought me nothing (!!??).
>>
>> http://dba.stackexchange.com/questions/9792/no-nulls-yet-invalid-byte-sequence-for-encoding-utf8-0x00
>>
>>
>> If anyone has any advice, please share!
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5&  6, 2012
>


From dmsimard at iweb.com  Wed Dec 28 12:35:40 2011
From: dmsimard at iweb.com (David Moreau Simard)
Date: Wed, 28 Dec 2011 12:35:40 -0500
Subject: [rt-users] RT-Extention-QueueDeactivatedScrips
In-Reply-To: <4EFB4D6A.6040304@iweb.com>
References: <FA0159D08C54E940853E910668278BEF21EB8FE1@HQDODGE.bucklehq.com>
	<CAMOxC8ty5_9O_LRNEMXJuB2x+KcW+2wU=C5KLZW=jjoqWAgaTQ@mail.gmail.com>
	<FA0159D08C54E940853E910668278BEF21EB8FE3@HQDODGE.bucklehq.com>
	<CAMOxC8ugx4_yMAfEX53-Fz6ionW-eMpR_jfmkWMDKkFiL59aQA@mail.gmail.com>
	<CAGjtDttr9Vq7gecOk3ExwCVdN7hYfj5drxa4mH=WJXLsQXXe7Q@mail.gmail.com>
	<4ED8E3EB.3000003@iweb.com>
	<CAGjtDtt+5xDOYZJ2QeBX5ESxbDXvLccm4vnLv+WW=t3d=H1SmQ@mail.gmail.com>
	<4EFB4D6A.6040304@iweb.com>
Message-ID: <4EFB536C.9000306@iweb.com>

Just tested the same procedure under a fresh 4.0.2 install I've made and 
it reproduced the same results.

*David Moreau Simard*


On 11-12-28 12:10 PM, David Moreau Simard wrote:
> Hi there,
>
> So, I've finally got the chance to grant some time at trying this out. 
> Before going ahead, I just wanted to say that I've never actually used 
> this plugin so I am not certain what is the expected behavior.
> However, this seems like it would be really useful in reducing the 
> amount of maintenance involved in working with identical scrips in 
> different queues.
>
> Here is how I've set it up on my 4.0.4 environment:
> ===
> wget 
> https://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips/zipball/master
> unzip master
> cd tbrumm-RT-Extension-QueueDeactivatedScrips-54c7982/
> perl Makefile.PL
> make
> make install
> make initdb
>
> rm -rf /opt/rt4/local/plugins/RT-Extension-QueueDeactivatedScrips/lib/
> rm -rf /opt/rt4/local/plugins/RT-Extension-QueueDeactivatedScrips/html/
>
> tar -xvf deactivate_scrips_rt402.tar
> cd patch/rt_local
> mv * /opt/rt4/local/plugins/RT-Extension-QueueDeactivatedScrips/
> ===
>
> In RT_SiteConfig.pm: Set(@Plugins, 
> qw(RT::Extension::QueueDeactivatedScrips));
> Restarted Apache.
>
> Now, when looking at Global Scrips, I have this screen. Not sure if 
> this is where it should be showing - this should be when looking at a 
> queue's scrips, no ?
> http://i.imgur.com/Fp37v.png
>
> Looking at a Queue's scrips shows the default version of Scrips.html, 
> not one I would expect (the version that shows in the global scrips 
> section).
> Therefore, when looking at a Queue, I do not have the ability to 
> deactivate a global scrip.
>
> I've tried clearing mason's cache and copying the plugin files 
> directly to the local folder instead of inside the plugin folder. No go.
>
> Am I doing something wrong ?
>
> I'm also thinking it could be nice that, instead of going inside a 
> queue to deactivate a global scrip, you could go inside a global scrip 
> and see a list of queues it is enabled on and change activation 
> parameters there.
> But, that's entirely another extension I would think!
>
> *David Moreau Simard*
>
>
> On 11-12-05 4:41 AM, Givano wrote:
>> Hi,
>>
>> here is the diff patch and full files of the extension for RT4.0.2. 
>> For SQL table use the SQL scripts from Thorstens extension on the 
>> github https://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips. 
>> This modifications are fully based on Thorstens extension for RT3.8.
>>
>> If you need some help in setting up the extension for your RT please 
>> ask.
>>
>> BR, Ivan
>>
>> PS: @David: would be really interesting to hear if it also works with 
>> 4.0.4.
>>
>>
>> 2011/12/2 David Moreau Simard <dmsimard at iweb.com 
>> <mailto:dmsimard at iweb.com>>
>>
>>     I, for one, would be highly interested in trying the patch out.
>>
>>     I have a 4.0.4 development environment on which I could test it on
>>     - I would report back with compatibility details.
>>
>>     - David
>>
>>     On 11-12-02 9:10 AM, Givano wrote:
>>>     Hi guys,
>>>
>>>     if it's still interesting, I have done the patch for rt 4.0.2 and
>>>     it works fine for me. Only three files need to be modified two
>>>     html and one lib. If you want I can send you diffs or the files
>>>     for rt4.0.2. I dont know if it will work with 4.0.4.
>>>
>>>     BR, Ivan
>>>
>>>     2011/10/6 Ruslan Zakirov <ruz at bestpractical.com
>>> <mailto:ruz at bestpractical.com>>
>>>
>>>         Hi,
>>>
>>>         On Thu, Oct 6, 2011 at 7:25 PM, Randy Black
>>> <Randy.Black at buckle.com <mailto:Randy.Black at buckle.com>> wrote:
>>> > Know of anyone working on the port?
>>>
>>>
>>>         I don't know. It's on github and there is no forks of the
>>>         project.
>>>         Torsten packaged the extension, probably newer version 
>>> depends on
>>>         patches people would send and/or on his upgrade schedule.
>>>
>>>
>>> > -----Original Message-----
>>> > From: ruslan.zakirov at gmail.com
>>> <mailto:ruslan.zakirov at gmail.com>
>>>         [mailto:ruslan.zakirov at gmail.com
>>> <mailto:ruslan.zakirov at gmail.com>] On Behalf Of Ruslan Zakirov
>>> > Sent: Thursday, October 06, 2011 12:24 PM
>>> > To: Randy Black
>>> > Cc: rt-users at lists.bestpractical.com
>>> <mailto:rt-users at lists.bestpractical.com>
>>> > Subject: Re: [rt-users] RT-Extention-QueueDeactivatedScrips
>>> >
>>> > Hi,
>>> >
>>> > File that couldn't be found was deleted between RT3 and
>>>         RT4. What
>>> > means that extension has not been ported over RT4.
>>> >
>>> > On Thu, Oct 6, 2011 at 4:45 PM, Randy Black
>>> <Randy.Black at buckle.com <mailto:Randy.Black at buckle.com>> wrote:
>>> >> Does anyone use this extension and have it working in a
>>>         production 4.0.2
>>> >> instance of RT?
>>> >>
>>> >> I have it installed, but when selecting a queue and then
>>>         selecting ?scrips >
>>> >> select? from the menu, I get ?could not find component for
>>>         path
>>> >> ?/Admin/Elements/QueueTabs??
>>> >>
>>> >> Looking through the doc, the wiki and google, produced
>>>         nothing.
>>> >>
>>> >> Thanks,
>>> >>
>>> >> Randy
>>> >>
>>> >> --------
>>> >> RT Training Sessions
>>>         (http://bestpractical.com/services/training.html)
>>> >> *  San Francisco, CA, USA ? October 18 & 19, 2011
>>> >> *  Washington DC, USA ? October 31 & November 1, 2011
>>> >> *  Barcelona, Spain ? November 28 & 29, 2011
>>> >>
>>> >
>>> >
>>> >
>>> > --
>>> > Best regards, Ruslan.
>>> >
>>>
>>>
>>>
>>>         --
>>>         Best regards, Ruslan.
>>>         --------
>>>         RT Training Sessions
>>>         (http://bestpractical.com/services/training.html)
>>>         *  San Francisco, CA, USA  October 18 & 19, 2011
>>>         *  Washington DC, USA  October 31 & November 1, 2011
>>>         *  Barcelona, Spain  November 28 & 29, 2011
>>>
>>>
>>>
>>>
>>>     -------- RT Training Sessions
>>>     (http://bestpractical.com/services/training.html
>>>     )
>>>     * Boston ? March 5&  6, 2012
>>
>>     --------
>>     RT Training Sessions 
>> (http://bestpractical.com/services/training.html)
>>     * Boston ? March 5 & 6, 2012
>>
>>


From drey111 at gmail.com  Wed Dec 28 12:59:29 2011
From: drey111 at gmail.com (drey111 at gmail.com)
Date: Wed, 28 Dec 2011 17:59:29 +0000
Subject: [rt-users] 3.4.2 to 4.x
In-Reply-To: <4EFB5193.1090808@kickflop.net>
References: <4EF396F3.5060805@kickflop.net>
	<4EF3A736.8030500@bestpractical.com>
	<4EF4DDD4.3050103@kickflop.net>
	<BAB510D4DA891440A7CE408F3C08635301C8596D07CA@hsg-mail-001.corp01.hibbett.com>
	<4EF4E7A0.6080700@kickflop.net>
	<CAMOxC8uyAjPiHf0qRr-K7F36L8nFRJGSqxfx_kX9n=+j+WfLzw@mail.gmail.com>
	<4EFB27F6.3010302@kickflop.net>
	<DA53AF8983A6F0468482CC52240A46F5025A383E@BUF-EX.ctg.com>
	<4EFB5193.1090808@kickflop.net>
Message-ID: <413597380-1325095169-cardhu_decombobulator_blackberry.rim.net-632770311-@b13.c10.bise6.blackberry>

As you go down this path. I want to let you (and the list) know that we upgraded to 4.0.4 recently and Monday I set up the indexing. The initial index took hours and increased the size of the database in postgres considerably (which was fine as it's not too large). Yesterday we restarted the service and tested it and I have to say, it was incredible how fast content fulltext searching is. We have about 28000 tickets in our system and some obscure searches yielded results in seconds where before (on 3.8.7) would take a long time and make the system non-responsive in some cases. 

An awesome addition to RT!!!

Only facet was in the update script I had to add the rt libs path to the script as we have a nonstandard installation path. The updates (hourly) take only seconds. 

Just wanted to add my 2 cents. 



Sent via BlackBerry by AT&T

-----Original Message-----
From: Jeff Blaine <jblaine at kickflop.net>
Sender: rt-users-bounces at lists.bestpractical.com
Date: Wed, 28 Dec 2011 12:27:47 
To: <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] 3.4.2 to 4.x

On 12/28/2011 9:50 AM, Darin Perusich wrote:
> Hi Jeff,
>
> I did an upgrade from mysql to postgres a few month back and it went
> very smoothly. I used the rt-mysql2pg script available at
> http://wiki-archive.bestpractical.com/view/rt-mysql2pg to convert the
> data which performed seamlessly.

Hi Darin,

Oh jeez.  I wish I'd known about that earlier!

It's working fine so far.  Chugging along.

> I have a bunch of notes I can share which might be helpful, I ran into a
> few issues performing the update because of AssetTracker. Ping me
> off-list and I'll share them.
>
> On 12/28/2011 09:30 AM, Jeff Blaine wrote:
>> The RT 3.4 to RT 4.0.4 upgrade went fine.
>>
>> Now with our data in MySQL 5.1.x, instead of the old
>> MySQL 4.1, and our new instance not in production yet,
>> we want to migrate to PostgreSQL 8.4.9, largely in
>> order to get performant full-text searching without
>> doing something hackish with MySQL and Sphinx nonsense.
>>
>> That task, however, is turning out to be a nightmare.
>> The gory details are at the link below, but the short
>> story is that PostgreSQL does not like some of the
>> bytes (mostly when trying to INSERT into Attachments).
>>
>> Cleaning the dump file of all non-ASCII characters,
>> then trying the data load again, bought me nothing (!!??).
>>
>> http://dba.stackexchange.com/questions/9792/no-nulls-yet-invalid-byte-sequence-for-encoding-utf8-0x00
>>
>>
>> If anyone has any advice, please share!
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5&  6, 2012
>
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

From dmsimard at iweb.com  Wed Dec 28 14:17:09 2011
From: dmsimard at iweb.com (David Moreau Simard)
Date: Wed, 28 Dec 2011 14:17:09 -0500
Subject: [rt-users] RT-Extention-QueueDeactivatedScrips
In-Reply-To: <4EFB536C.9000306@iweb.com>
References: <FA0159D08C54E940853E910668278BEF21EB8FE1@HQDODGE.bucklehq.com>
	<CAMOxC8ty5_9O_LRNEMXJuB2x+KcW+2wU=C5KLZW=jjoqWAgaTQ@mail.gmail.com>
	<FA0159D08C54E940853E910668278BEF21EB8FE3@HQDODGE.bucklehq.com>
	<CAMOxC8ugx4_yMAfEX53-Fz6ionW-eMpR_jfmkWMDKkFiL59aQA@mail.gmail.com>
	<CAGjtDttr9Vq7gecOk3ExwCVdN7hYfj5drxa4mH=WJXLsQXXe7Q@mail.gmail.com>
	<4ED8E3EB.3000003@iweb.com>
	<CAGjtDtt+5xDOYZJ2QeBX5ESxbDXvLccm4vnLv+WW=t3d=H1SmQ@mail.gmail.com>
	<4EFB4D6A.6040304@iweb.com> <4EFB536C.9000306@iweb.com>
Message-ID: <4EFB6B35.10208@iweb.com>

Okay, I've figured it out what was the issue.
In the patch you provided, the file hierarchy isn't the same as the one 
I have.

If I look at /opt/rt4/share/html, I have the following:
drwxr-xr-x 10 root bin  4096 Dec 28 12:24 Admin
drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Approvals
drwxr-xr-x  4 root bin  4096 Dec 28 12:24 Articles
-rw-r--r--  1 root bin  2263 Dec 28 12:24 autohandler
drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Dashboards
-rw-r--r--  1 root bin  2285 Dec 28 12:24 dhandler
drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Download
drwxr-xr-x 15 root bin  4096 Dec 28 12:24 Elements
drwxr-xr-x  4 root bin  4096 Dec 28 12:24 Helpers
-rw-r--r--  1 root bin  5158 Dec 28 12:24 index.html
drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Install
-rw-r--r--  1 root bin  2188 Dec 28 12:24 l
drwxr-xr-x  5 root bin  4096 Dec 28 12:24 m
drwxr-xr-x  9 root bin  4096 Dec 28 12:24 NoAuth
drwxr-xr-x  2 root bin  4096 Dec 28 12:24 Prefs
drwxr-xr-x  3 root bin  4096 Dec 28 12:24 REST
drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Search
drwxr-xr-x  5 root bin  4096 Dec 28 12:24 SelfService
drwxr-xr-x  5 root bin  4096 Dec 28 12:24 Ticket
drwxr-xr-x  2 root bin  4096 Dec 28 12:24 Tools
drwxr-xr-x  2 root bin  4096 Dec 28 12:24 User
drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Widgets

Now, in the rt_local folder of the patch, the html folder looks like this:
drwxrwxrwx 3 root root 4096 Dec  5 03:49 Admin
drwxrwxrwx 2 root root 4096 Dec  5 03:50 Queues

Notice the Queues folder ? I moved it inside Admin - just like in the 
default hierarchy:
# ls -al /opt/rt4/share/html/Admin/
total 48
drwxr-xr-x 10 root bin 4096 Dec 28 12:24 .
drwxr-xr-x 20 root bin 4096 Dec 28 12:24 ..
drwxr-xr-x  4 root bin 4096 Dec 28 12:24 Articles
-rw-r--r--  1 root bin 2213 Dec 28 12:24 autohandler
drwxr-xr-x  2 root bin 4096 Dec 28 12:24 CustomFields
drwxr-xr-x  2 root bin 4096 Dec 28 12:24 Elements
drwxr-xr-x  3 root bin 4096 Dec 28 12:24 Global
drwxr-xr-x  2 root bin 4096 Dec 28 12:24 Groups
-rw-r--r--  1 root bin 2268 Dec 28 12:24 index.html
drwxr-xr-x  2 root bin 4096 Dec 28 12:24 Queues
drwxr-xr-x  3 root bin 4096 Dec 28 12:24 Tools
drwxr-xr-x  2 root bin 4096 Dec 28 12:24 Users

I now get the global scrip activation toggles inside the queue scrips 
configuration.
I'm now testing to see if I am able to get the expected behavior from my 
global scrips.

I've created a dummy global scrip which re-opens a ticket if the status 
is changed. If I change the status to "stalled", it resets the ticket's 
status to "open".
Now, I've tried deactivating the scrip both through the global section 
and the queue section but it keeps going.

Trying to figure out what is the issue and I will report back !

*David Moreau Simard*


On 11-12-28 12:35 PM, David Moreau Simard wrote:
> Just tested the same procedure under a fresh 4.0.2 install I've made 
> and it reproduced the same results.
>
> *David Moreau Simard*
>
>
> On 11-12-28 12:10 PM, David Moreau Simard wrote:
>> Hi there,
>>
>> So, I've finally got the chance to grant some time at trying this 
>> out. Before going ahead, I just wanted to say that I've never 
>> actually used this plugin so I am not certain what is the expected 
>> behavior.
>> However, this seems like it would be really useful in reducing the 
>> amount of maintenance involved in working with identical scrips in 
>> different queues.
>>
>> Here is how I've set it up on my 4.0.4 environment:
>> ===
>> wget 
>> https://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips/zipball/master
>> unzip master
>> cd tbrumm-RT-Extension-QueueDeactivatedScrips-54c7982/
>> perl Makefile.PL
>> make
>> make install
>> make initdb
>>
>> rm -rf /opt/rt4/local/plugins/RT-Extension-QueueDeactivatedScrips/lib/
>> rm -rf /opt/rt4/local/plugins/RT-Extension-QueueDeactivatedScrips/html/
>>
>> tar -xvf deactivate_scrips_rt402.tar
>> cd patch/rt_local
>> mv * /opt/rt4/local/plugins/RT-Extension-QueueDeactivatedScrips/
>> ===
>>
>> In RT_SiteConfig.pm: Set(@Plugins, 
>> qw(RT::Extension::QueueDeactivatedScrips));
>> Restarted Apache.
>>
>> Now, when looking at Global Scrips, I have this screen. Not sure if 
>> this is where it should be showing - this should be when looking at a 
>> queue's scrips, no ?
>> http://i.imgur.com/Fp37v.png
>>
>> Looking at a Queue's scrips shows the default version of Scrips.html, 
>> not one I would expect (the version that shows in the global scrips 
>> section).
>> Therefore, when looking at a Queue, I do not have the ability to 
>> deactivate a global scrip.
>>
>> I've tried clearing mason's cache and copying the plugin files 
>> directly to the local folder instead of inside the plugin folder. No go.
>>
>> Am I doing something wrong ?
>>
>> I'm also thinking it could be nice that, instead of going inside a 
>> queue to deactivate a global scrip, you could go inside a global 
>> scrip and see a list of queues it is enabled on and change activation 
>> parameters there.
>> But, that's entirely another extension I would think!
>>
>> *David Moreau Simard*


From chrisdrobison at gmail.com  Wed Dec 28 16:01:24 2011
From: chrisdrobison at gmail.com (Chris Robison)
Date: Wed, 28 Dec 2011 14:01:24 -0700
Subject: [rt-users] Auto assign owner on ticket creation
Message-ID: <CACpOGk81kneJyoUg5xWu9Sf_87CYZ+E+Q=te1VpJyhT+dfSECQ@mail.gmail.com>

We've created a queue where all tickets created in it need to be assigned
to a specific user. Is there a way to do this automatically?

Chris Robison
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From dmsimard at iweb.com  Wed Dec 28 16:27:35 2011
From: dmsimard at iweb.com (David Moreau Simard)
Date: Wed, 28 Dec 2011 16:27:35 -0500
Subject: [rt-users] RT-Extention-QueueDeactivatedScrips
In-Reply-To: <4EFB6B35.10208@iweb.com>
References: <FA0159D08C54E940853E910668278BEF21EB8FE1@HQDODGE.bucklehq.com>
	<CAMOxC8ty5_9O_LRNEMXJuB2x+KcW+2wU=C5KLZW=jjoqWAgaTQ@mail.gmail.com>
	<FA0159D08C54E940853E910668278BEF21EB8FE3@HQDODGE.bucklehq.com>
	<CAMOxC8ugx4_yMAfEX53-Fz6ionW-eMpR_jfmkWMDKkFiL59aQA@mail.gmail.com>
	<CAGjtDttr9Vq7gecOk3ExwCVdN7hYfj5drxa4mH=WJXLsQXXe7Q@mail.gmail.com>
	<4ED8E3EB.3000003@iweb.com>
	<CAGjtDtt+5xDOYZJ2QeBX5ESxbDXvLccm4vnLv+WW=t3d=H1SmQ@mail.gmail.com>
	<4EFB4D6A.6040304@iweb.com> <4EFB536C.9000306@iweb.com>
	<4EFB6B35.10208@iweb.com>
Message-ID: <4EFB89C7.1030306@iweb.com>

Okay, I've managed to make it work.

In the patch, there is a file Scrip_Overlay.pm - now, I've renamed this 
file to Scrip.pm since this is the file that it is meant to extend.
After doing some tests, I could not get RT to use the extended Scrip.pm 
- maybe you could provide some insight on that.

However, when I placed the extended Scrip.pm into local/lib/RT, scrip 
activation and deactivation worked as expected.

Any ideas ?

*David Moreau Simard*


On 11-12-28 2:17 PM, David Moreau Simard wrote:
> Okay, I've figured it out what was the issue.
> In the patch you provided, the file hierarchy isn't the same as the 
> one I have.
>
> If I look at /opt/rt4/share/html, I have the following:
> drwxr-xr-x 10 root bin  4096 Dec 28 12:24 Admin
> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Approvals
> drwxr-xr-x  4 root bin  4096 Dec 28 12:24 Articles
> -rw-r--r--  1 root bin  2263 Dec 28 12:24 autohandler
> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Dashboards
> -rw-r--r--  1 root bin  2285 Dec 28 12:24 dhandler
> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Download
> drwxr-xr-x 15 root bin  4096 Dec 28 12:24 Elements
> drwxr-xr-x  4 root bin  4096 Dec 28 12:24 Helpers
> -rw-r--r--  1 root bin  5158 Dec 28 12:24 index.html
> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Install
> -rw-r--r--  1 root bin  2188 Dec 28 12:24 l
> drwxr-xr-x  5 root bin  4096 Dec 28 12:24 m
> drwxr-xr-x  9 root bin  4096 Dec 28 12:24 NoAuth
> drwxr-xr-x  2 root bin  4096 Dec 28 12:24 Prefs
> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 REST
> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Search
> drwxr-xr-x  5 root bin  4096 Dec 28 12:24 SelfService
> drwxr-xr-x  5 root bin  4096 Dec 28 12:24 Ticket
> drwxr-xr-x  2 root bin  4096 Dec 28 12:24 Tools
> drwxr-xr-x  2 root bin  4096 Dec 28 12:24 User
> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Widgets
>
> Now, in the rt_local folder of the patch, the html folder looks like 
> this:
> drwxrwxrwx 3 root root 4096 Dec  5 03:49 Admin
> drwxrwxrwx 2 root root 4096 Dec  5 03:50 Queues
>
> Notice the Queues folder ? I moved it inside Admin - just like in the 
> default hierarchy:
> # ls -al /opt/rt4/share/html/Admin/
> total 48
> drwxr-xr-x 10 root bin 4096 Dec 28 12:24 .
> drwxr-xr-x 20 root bin 4096 Dec 28 12:24 ..
> drwxr-xr-x  4 root bin 4096 Dec 28 12:24 Articles
> -rw-r--r--  1 root bin 2213 Dec 28 12:24 autohandler
> drwxr-xr-x  2 root bin 4096 Dec 28 12:24 CustomFields
> drwxr-xr-x  2 root bin 4096 Dec 28 12:24 Elements
> drwxr-xr-x  3 root bin 4096 Dec 28 12:24 Global
> drwxr-xr-x  2 root bin 4096 Dec 28 12:24 Groups
> -rw-r--r--  1 root bin 2268 Dec 28 12:24 index.html
> drwxr-xr-x  2 root bin 4096 Dec 28 12:24 Queues
> drwxr-xr-x  3 root bin 4096 Dec 28 12:24 Tools
> drwxr-xr-x  2 root bin 4096 Dec 28 12:24 Users
>
> I now get the global scrip activation toggles inside the queue scrips 
> configuration.
> I'm now testing to see if I am able to get the expected behavior from 
> my global scrips.
>
> I've created a dummy global scrip which re-opens a ticket if the 
> status is changed. If I change the status to "stalled", it resets the 
> ticket's status to "open".
> Now, I've tried deactivating the scrip both through the global section 
> and the queue section but it keeps going.
>
> Trying to figure out what is the issue and I will report back !
>
> *David Moreau Simard*


From ram0502 at gmail.com  Wed Dec 28 16:31:09 2011
From: ram0502 at gmail.com (Ram Moskovitz)
Date: Wed, 28 Dec 2011 13:31:09 -0800
Subject: [rt-users] Full Text Search on mysql 5.6.4 off the shelf
Message-ID: <CAAipLxGsjmWP=BmzK_wgJowgS0F1VPuNnR0fcTOTNYExH8PYZQ@mail.gmail.com>

>From the mysql 5.6.4 release notes:
"MySQL Server 5.6.4 (Milestone Release) is a new version of the world's most
popular open source database. "

"MySQL now supports FULLTEXT indexes for InnoDB tables."

http://forums.mysql.com/read.php?3,506409,506409

I can't get this release onto a production box,  though it's good to see
it's come down the pike!
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From dhull at section9.us  Wed Dec 28 17:33:06 2011
From: dhull at section9.us (Damien Hull)
Date: Wed, 28 Dec 2011 13:33:06 -0900
Subject: [rt-users] Apache 2 revers proxy
Message-ID: <1718187892801638836@unknownmsgid>

Here's what I have
1. Ubuntu 10.04
2. RT 4.0.4 installed and configured
3. Starman
5. LAMP
6. Test Server

I can access the login page for RT directly by using :8080. That's
where RT and Starman are. That tells me if I configure Apache
correctly it should work.

I added the following to the "default" apache v host:
ProxyPass / http://localhost:8080/
ProxyPassReverse / http://localhost:8080/

When I try to connect it says I don't have access to /.

What am I missing?


From dmsimard at iweb.com  Wed Dec 28 17:46:28 2011
From: dmsimard at iweb.com (David Moreau Simard)
Date: Wed, 28 Dec 2011 17:46:28 -0500
Subject: [rt-users] RT-Extention-QueueDeactivatedScrips
In-Reply-To: <4EFB89C7.1030306@iweb.com>
References: <FA0159D08C54E940853E910668278BEF21EB8FE1@HQDODGE.bucklehq.com>
	<CAMOxC8ty5_9O_LRNEMXJuB2x+KcW+2wU=C5KLZW=jjoqWAgaTQ@mail.gmail.com>
	<FA0159D08C54E940853E910668278BEF21EB8FE3@HQDODGE.bucklehq.com>
	<CAMOxC8ugx4_yMAfEX53-Fz6ionW-eMpR_jfmkWMDKkFiL59aQA@mail.gmail.com>
	<CAGjtDttr9Vq7gecOk3ExwCVdN7hYfj5drxa4mH=WJXLsQXXe7Q@mail.gmail.com>
	<4ED8E3EB.3000003@iweb.com>
	<CAGjtDtt+5xDOYZJ2QeBX5ESxbDXvLccm4vnLv+WW=t3d=H1SmQ@mail.gmail.com>
	<4EFB4D6A.6040304@iweb.com> <4EFB536C.9000306@iweb.com>
	<4EFB6B35.10208@iweb.com> <4EFB89C7.1030306@iweb.com>
Message-ID: <4EFB9C44.5020003@iweb.com>

I've made an updated version available as a forked project on Github: 
https://github.com/dmsimard/RT-Extension-QueueDeactivatedScrips

Feel free to use it, I will surely update it in the near future.

*David Moreau Simard*


On 11-12-28 4:27 PM, David Moreau Simard wrote:
> Okay, I've managed to make it work.
>
> In the patch, there is a file Scrip_Overlay.pm - now, I've renamed 
> this file to Scrip.pm since this is the file that it is meant to extend.
> After doing some tests, I could not get RT to use the extended 
> Scrip.pm - maybe you could provide some insight on that.
>
> However, when I placed the extended Scrip.pm into local/lib/RT, scrip 
> activation and deactivation worked as expected.
>
> Any ideas ?
>
> *David Moreau Simard*
>
>
> On 11-12-28 2:17 PM, David Moreau Simard wrote:
>> Okay, I've figured it out what was the issue.
>> In the patch you provided, the file hierarchy isn't the same as the 
>> one I have.
>>
>> If I look at /opt/rt4/share/html, I have the following:
>> drwxr-xr-x 10 root bin  4096 Dec 28 12:24 Admin
>> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Approvals
>> drwxr-xr-x  4 root bin  4096 Dec 28 12:24 Articles
>> -rw-r--r--  1 root bin  2263 Dec 28 12:24 autohandler
>> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Dashboards
>> -rw-r--r--  1 root bin  2285 Dec 28 12:24 dhandler
>> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Download
>> drwxr-xr-x 15 root bin  4096 Dec 28 12:24 Elements
>> drwxr-xr-x  4 root bin  4096 Dec 28 12:24 Helpers
>> -rw-r--r--  1 root bin  5158 Dec 28 12:24 index.html
>> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Install
>> -rw-r--r--  1 root bin  2188 Dec 28 12:24 l
>> drwxr-xr-x  5 root bin  4096 Dec 28 12:24 m
>> drwxr-xr-x  9 root bin  4096 Dec 28 12:24 NoAuth
>> drwxr-xr-x  2 root bin  4096 Dec 28 12:24 Prefs
>> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 REST
>> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Search
>> drwxr-xr-x  5 root bin  4096 Dec 28 12:24 SelfService
>> drwxr-xr-x  5 root bin  4096 Dec 28 12:24 Ticket
>> drwxr-xr-x  2 root bin  4096 Dec 28 12:24 Tools
>> drwxr-xr-x  2 root bin  4096 Dec 28 12:24 User
>> drwxr-xr-x  3 root bin  4096 Dec 28 12:24 Widgets
>>
>> Now, in the rt_local folder of the patch, the html folder looks like 
>> this:
>> drwxrwxrwx 3 root root 4096 Dec  5 03:49 Admin
>> drwxrwxrwx 2 root root 4096 Dec  5 03:50 Queues
>>
>> Notice the Queues folder ? I moved it inside Admin - just like in the 
>> default hierarchy:
>> # ls -al /opt/rt4/share/html/Admin/
>> total 48
>> drwxr-xr-x 10 root bin 4096 Dec 28 12:24 .
>> drwxr-xr-x 20 root bin 4096 Dec 28 12:24 ..
>> drwxr-xr-x  4 root bin 4096 Dec 28 12:24 Articles
>> -rw-r--r--  1 root bin 2213 Dec 28 12:24 autohandler
>> drwxr-xr-x  2 root bin 4096 Dec 28 12:24 CustomFields
>> drwxr-xr-x  2 root bin 4096 Dec 28 12:24 Elements
>> drwxr-xr-x  3 root bin 4096 Dec 28 12:24 Global
>> drwxr-xr-x  2 root bin 4096 Dec 28 12:24 Groups
>> -rw-r--r--  1 root bin 2268 Dec 28 12:24 index.html
>> drwxr-xr-x  2 root bin 4096 Dec 28 12:24 Queues
>> drwxr-xr-x  3 root bin 4096 Dec 28 12:24 Tools
>> drwxr-xr-x  2 root bin 4096 Dec 28 12:24 Users
>>
>> I now get the global scrip activation toggles inside the queue scrips 
>> configuration.
>> I'm now testing to see if I am able to get the expected behavior from 
>> my global scrips.
>>
>> I've created a dummy global scrip which re-opens a ticket if the 
>> status is changed. If I change the status to "stalled", it resets the 
>> ticket's status to "open".
>> Now, I've tried deactivating the scrip both through the global 
>> section and the queue section but it keeps going.
>>
>> Trying to figure out what is the issue and I will report back !
>>
>> *David Moreau Simard*


From ruz at bestpractical.com  Wed Dec 28 17:46:57 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 29 Dec 2011 02:46:57 +0400
Subject: [rt-users] Apache 2 revers proxy
In-Reply-To: <1718187892801638836@unknownmsgid>
References: <1718187892801638836@unknownmsgid>
Message-ID: <CAMOxC8vQxh9G4L2SiStFr_i62YPTiTTPW5m4SFeOvj9o1gEUDQ@mail.gmail.com>

On Thu, Dec 29, 2011 at 02:33, Damien Hull <dhull at section9.us> wrote:
> Here's what I have
> 1. Ubuntu 10.04
> 2. RT 4.0.4 installed and configured
> 3. Starman
> 5. LAMP
> 6. Test Server
>
> I can access the login page for RT directly by using :8080. That's
> where RT and Starman are. That tells me if I configure Apache
> correctly it should work.
>
> I added the following to the "default" apache v host:
> ProxyPass / http://localhost:8080/
> ProxyPassReverse / http://localhost:8080/
>
> When I try to connect it says I don't have access to /.
>
> What am I missing?

Never tried apache as reverse proxy. If you're not tied to apache then
you can take a look at RT-Extension-Nginx. With apache you can start
RT as external FCGI server [1]. However, Nginx solution comes with
additional features.

[1] http://search.cpan.org/~miyagawa/Plack-0.9985/lib/Plack/Handler/FCGI.pm

> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Wed Dec 28 17:48:16 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 29 Dec 2011 02:48:16 +0400
Subject: [rt-users] Auto assign owner on ticket creation
In-Reply-To: <CACpOGk81kneJyoUg5xWu9Sf_87CYZ+E+Q=te1VpJyhT+dfSECQ@mail.gmail.com>
References: <CACpOGk81kneJyoUg5xWu9Sf_87CYZ+E+Q=te1VpJyhT+dfSECQ@mail.gmail.com>
Message-ID: <CAMOxC8tV7Ujec6iuJ4zLU=rMHyub9DiB_AMZ4XCHE87-RRckiQ@mail.gmail.com>

On Thu, Dec 29, 2011 at 01:01, Chris Robison <chrisdrobison at gmail.com> wrote:
> We've created a queue where all tickets created in it need to be assigned to
> a specific user. Is there a way to do this automatically?

http://requesttracker.wikia.com/wiki/AutoSetOwnerForQueue

>
> Chris Robison
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From nectar020 at gmail.com  Wed Dec 28 19:53:17 2011
From: nectar020 at gmail.com (nectar)
Date: Thu, 29 Dec 2011 08:53:17 +0800
Subject: [rt-users] cannot get result of search Chinese character -
	centos 5.4
In-Reply-To: <CAH-xxJQf=gmhU1zbp+69Addqz2v9G8JCF=RCfcwB2opdPT9=eA@mail.gmail.com>
References: <CAH-xxJRdhiCHkJ4HQqKkHCGDY6BF8iX+GJJjp9XF57zBuvA4BA@mail.gmail.com>
	<20111219181213.GW9885@jibsheet.com>
	<CAH-xxJTs8KPHUFfgxzW9hHvrtt8eR4HKMRRM-bekrG8HQ6FnSw@mail.gmail.com>
	<20111221155213.GY9885@jibsheet.com>
	<CAH-xxJQf=gmhU1zbp+69Addqz2v9G8JCF=RCfcwB2opdPT9=eA@mail.gmail.com>
Message-ID: <CAH-xxJTSZ0QSbtH=WqiEQGJubdyOZ=7BdqTR+pO_+itEWH2r5A@mail.gmail.com>

Sir,

Looks like can search Chinese character when use Perl 5.10 instead of
Perl 5.8.8 on CentOS 5.

--
Jia


From nectar020 at gmail.com  Wed Dec 28 20:47:56 2011
From: nectar020 at gmail.com (nectar)
Date: Thu, 29 Dec 2011 09:47:56 +0800
Subject: [rt-users] Unknown encoding 'GB18030' at RT4.0.4
Message-ID: <CAH-xxJRM-M61oNmhcPETXu6nHG1sXWBZkF1tT8HNCO1i69X+Jg@mail.gmail.com>

Sir,

Emails which encode with 'GB18030'  can not receive by RT-4.0.4. Mail log as:

Dec 29 08:51:08 server postfix/local[26843]: A58FF51008F:
to=<email-address>, relay=local, delay=239881,
delays=239880/0.95/0/0.35, dsn=4.3.0, status=deferred (temporary
failure. Command output: RT server error.  The RT server which handled
your email did not behave as expected. It said:  Unknown encoding
'GB18030' at /opt/rt4/sbin/../lib/RT/I18N.pm line 323  Stack:
[/usr/local/lib/perl5/5.10.1/Carp.pm:44]
[/usr/local/lib/perl5/5.10.1/i686-linux-thread-multi/Encode.pm:189]
[/opt/rt4/sbin/../lib/RT/I18N.pm:323]
[/opt/rt4/sbin/../lib/RT/I18N.pm:542]
[/opt/rt4/sbin/../lib/RT/I18N.pm:214]
[/opt/rt4/sbin/../lib/RT/EmailParser.pm:282]
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1400]
[/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]  )

I tried to install Encode::HanExtra, but still have the same error message.

Refer: http://www.gossamer-threads.com/lists/rt/commit/106389

--
Jia


From dustin.berube at gmail.com  Wed Dec 28 21:51:28 2011
From: dustin.berube at gmail.com (Dustin Berube)
Date: Wed, 28 Dec 2011 21:51:28 -0500
Subject: [rt-users] 3.4.2 to 4.x
In-Reply-To: <DA53AF8983A6F0468482CC52240A46F5025A383E@BUF-EX.ctg.com>
References: <4EF396F3.5060805@kickflop.net>
	<4EF3A736.8030500@bestpractical.com>
	<4EF4DDD4.3050103@kickflop.net>
	<BAB510D4DA891440A7CE408F3C08635301C8596D07CA@hsg-mail-001.corp01.hibbett.com>
	<4EF4E7A0.6080700@kickflop.net>
	<CAMOxC8uyAjPiHf0qRr-K7F36L8nFRJGSqxfx_kX9n=+j+WfLzw@mail.gmail.com>
	<4EFB27F6.3010302@kickflop.net>
	<DA53AF8983A6F0468482CC52240A46F5025A383E@BUF-EX.ctg.com>
Message-ID: <CAFWR_HY4fgu46txn=iW98=jBbi_crFPHz+Zanm7_RHuBQgJwzQ@mail.gmail.com>

On Wed, Dec 28, 2011 at 9:50 AM, Darin Perusich <Darin.Perusich at ctg.com>wrote:

>
> I have a bunch of notes I can share which might be helpful, I ran into a
> few issues performing the update because of AssetTracker. Ping me
> off-list and I'll share them.
>
>
Darin,

I'd be interested in seeing any notes you would be willing to share
regarding the issues you faced with upgrading to Postgres because of AT.
I'm getting ready to upgrade to RT 4.0.4 and would like to take the
opportunity to migrate to Postgres.

Thanks,
Dustin
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From asanka_gunasekera at yahoo.co.uk  Thu Dec 29 03:04:15 2011
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Thu, 29 Dec 2011 08:04:15 +0000 (GMT)
Subject: [rt-users] setting up approvals on RT 4.0.1
Message-ID: <1325145855.15644.YahooMailNeo@web29019.mail.ird.yahoo.com>

Hi All, I am trying to set up approvals on RT 4.0.1 and I am following http://requesttracker.wikia.com/wiki/ApprovalCreation 

but in this document it talks about copying scripts and templates from _Approval queue. 


I can only find 5 templates but there are no scripts

Thanks and Regards
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From nicolas.guiot at risc-group.com  Thu Dec 29 04:02:26 2011
From: nicolas.guiot at risc-group.com (Nicolas GUIOT)
Date: Thu, 29 Dec 2011 10:02:26 +0100
Subject: [rt-users] RT see attachments as winmail.dat (application/ms-tnef)
Message-ID: <20111229100226.178b3f28@ng-latitude.rscorl.local>

Hi All,

Since we changed our email provider, every attachment sent from Outlook arrives on RT (3.8.8-7+squeeze1) listed as winmail.dat.

I've read somewhere that I could use "ytnef" to pipe the email before sending it to RT, but it doesn't exist in debian squeeze anymore, and there is no update on Sourceforge since 2004 : Is there something else that replace it ?

On a side note, if you could help me understand/better setup : 
-people sending their email from Outlook : attachment is listed in RT as winmail.dat, AdminCC who use Outlook do  receive the creation email, AdminCC using something else don't.
- people sending their email from another email-client : everyone receives the ticket creation, attachment is correctly registered in RT.

Thank you in advance
Nicolas GUIOT



From ruz at bestpractical.com  Thu Dec 29 04:42:41 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 29 Dec 2011 13:42:41 +0400
Subject: [rt-users] Unknown encoding 'GB18030' at RT4.0.4
In-Reply-To: <CAH-xxJRM-M61oNmhcPETXu6nHG1sXWBZkF1tT8HNCO1i69X+Jg@mail.gmail.com>
References: <CAH-xxJRM-M61oNmhcPETXu6nHG1sXWBZkF1tT8HNCO1i69X+Jg@mail.gmail.com>
Message-ID: <CAMOxC8u_H+V7jB0peuxfy+epKLx5+t_iBrdCgWzwb-euw92rJw@mail.gmail.com>

On Thu, Dec 29, 2011 at 05:47, nectar <nectar020 at gmail.com> wrote:
> Sir,
>
> Emails which encode with 'GB18030' ?can not receive by RT-4.0.4. Mail log as:
>
> Dec 29 08:51:08 server postfix/local[26843]: A58FF51008F:
> to=<email-address>, relay=local, delay=239881,
> delays=239880/0.95/0/0.35, dsn=4.3.0, status=deferred (temporary
> failure. Command output: RT server error. ?The RT server which handled
> your email did not behave as expected. It said: ?Unknown encoding
> 'GB18030' at /opt/rt4/sbin/../lib/RT/I18N.pm line 323 ?Stack:
> [/usr/local/lib/perl5/5.10.1/Carp.pm:44]
> [/usr/local/lib/perl5/5.10.1/i686-linux-thread-multi/Encode.pm:189]
> [/opt/rt4/sbin/../lib/RT/I18N.pm:323]
> [/opt/rt4/sbin/../lib/RT/I18N.pm:542]
> [/opt/rt4/sbin/../lib/RT/I18N.pm:214]
> [/opt/rt4/sbin/../lib/RT/EmailParser.pm:282]
> [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1400]
> [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] ?)
>
> I tried to install Encode::HanExtra, but still have the same error message.

Have you restarted web server after installing module? Doc says that module
is loaded on demand and there is no additional steps required, so in theory
after installing Encode::HanExtra things should work.

>
> Refer: http://www.gossamer-threads.com/lists/rt/commit/106389
>
> --
> Jia
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From nicolas.guiot at risc-group.com  Thu Dec 29 05:10:15 2011
From: nicolas.guiot at risc-group.com (Nicolas GUIOT)
Date: Thu, 29 Dec 2011 11:10:15 +0100
Subject: [rt-users] RT see attachments as winmail.dat
 (application/ms-tnef)
In-Reply-To: <20111229100226.178b3f28@ng-latitude.rscorl.local>
References: <20111229100226.178b3f28@ng-latitude.rscorl.local>
Message-ID: <20111229111015.0615af9c@ng-latitude.rscorl.local>

Sorry to bother again, but we found the solution : as it's an Office365 platform, we had to configure the contact on the server : 

Set-MailContact "Kim Akers" -UseMapiRichTexFormat Never

Bye
Nicolas


On Thu, 29 Dec 2011 10:02:26 +0100, Nicolas GUIOT wrote:

> Hi All,
> 
> Since we changed our email provider, every attachment sent from
> Outlook arrives on RT (3.8.8-7+squeeze1) listed as winmail.dat.
> 
> I've read somewhere that I could use "ytnef" to pipe the email before
> sending it to RT, but it doesn't exist in debian squeeze anymore, and
> there is no update on Sourceforge since 2004 : Is there something
> else that replace it ?
> 
> On a side note, if you could help me understand/better setup : 
> -people sending their email from Outlook : attachment is listed in RT
> as winmail.dat, AdminCC who use Outlook do  receive the creation
> email, AdminCC using something else don't.
> - people sending their email from another email-client : everyone
> receives the ticket creation, attachment is correctly registered in
> RT.
> 
> Thank you in advance
> Nicolas GUIOT
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
> 



From drey111 at gmail.com  Thu Dec 29 08:14:57 2011
From: drey111 at gmail.com (Joe Harris)
Date: Thu, 29 Dec 2011 08:14:57 -0500
Subject: [rt-users] RT see attachments as winmail.dat
	(application/ms-tnef)
In-Reply-To: <20111229100226.178b3f28@ng-latitude.rscorl.local>
References: <20111229100226.178b3f28@ng-latitude.rscorl.local>
Message-ID: <C7A35165-DC1E-4612-87A3-905E826D9CB3@gmail.com>

Only way around it that I know of is make sure the users sending tickets from outlook send the message as type "plain text". There are some exchange server settings that force default type as "rich text" or "HTML". But the user can change that in outlook. I can't remember which method(s) work and which get stripped, but maybe you can do a few test messages and determine what goes through and educate the users. 



On Dec 29, 2011, at 4:02 AM, Nicolas GUIOT <nicolas.guiot at risc-group.com> wrote:

> Hi All,
> 
> Since we changed our email provider, every attachment sent from Outlook arrives on RT (3.8.8-7+squeeze1) listed as winmail.dat.
> 
> I've read somewhere that I could use "ytnef" to pipe the email before sending it to RT, but it doesn't exist in debian squeeze anymore, and there is no update on Sourceforge since 2004 : Is there something else that replace it ?
> 
> On a side note, if you could help me understand/better setup : 
> -people sending their email from Outlook : attachment is listed in RT as winmail.dat, AdminCC who use Outlook do  receive the creation email, AdminCC using something else don't.
> - people sending their email from another email-client : everyone receives the ticket creation, attachment is correctly registered in RT.
> 
> Thank you in advance
> Nicolas GUIOT
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012


From dgarcia at cesca.cat  Thu Dec 29 08:13:50 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Thu, 29 Dec 2011 14:13:50 +0100
Subject: [rt-users] setting up approvals on RT 4.0.1
Message-ID: <4EFC678E.1090400@cesca.cat>

Hi,

Scripts in '__Approval' queue are not visible, but you can't copy these 
scripts for another new approval queue that you create with MYSQL. 
Insert as 'root' user these following code:

insert into Scrips (Queue, Description, ScripCondition, ScripAction, ConditionRules, ActionRules, CustomIsApplicableCode,
CustomPrepareCode, CustomCommitCode, Stage, Template, Creator, Created, LastUpdatedBy, LastUpdated) select NEWQUEUENUM,
Description, ScripCondition, ScripAction, ConditionRules, ActionRules, CustomIsApplicableCode, CustomPrepareCode,
CustomCommitCode, Stage, Template, Creator, Created, LastUpdatedBy, LastUpdated from Scrips where Queue=2;

Where NEWQUEUENUM is the 'id' of the new Queue that you create.


Also, you can copy Templates of queue '__Approval'.

insert into Templates (Queue, Name, Description, Type, Language, TranslationOf, Content, LastUpdated, LastUpdatedBy, Creator,
Created) select NEWQUEUENUM, Name, Description, Type, Language, TranslationOf, Content, LastUpdated, LastUpdatedBy, Creator,
Created from Templates where Queue=2;


Where NEWQUEUENUM is the 'id' of the new Queue that you create.



With this, you can get a exact copy of '__Approval' queue.


Best regards,


Daniel



-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From dale.poulter at Vanderbilt.Edu  Thu Dec 29 08:26:25 2011
From: dale.poulter at Vanderbilt.Edu (Poulter,   Dale)
Date: Thu, 29 Dec 2011 07:26:25 -0600
Subject: [rt-users] Sphinx fulltext index v4.0.4
In-Reply-To: <CAMOxC8vxDvRWVfMFCWPPYvbLiDgQa+SUoHbGpMisap7qocoG4g@mail.gmail.com>
References: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com>
	<D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu>
	<CAMOxC8vBmkepK3cErv7R0UPaTD2NVin9+h0R8EfXpVmFj-UAqA@mail.gmail.com>
	<AB89257A-CA3D-4286-A19F-1DB4486D91B5@Vanderbilt.Edu>
	<CAMOxC8twOZ4F6dwzPmZ8X=1UK8SnXWc9TOnY=55nsKgU-Wo9HA@mail.gmail.com>
	<7288D49C0448E840B752320350AFA94E012E6CDF97@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8vxDvRWVfMFCWPPYvbLiDgQa+SUoHbGpMisap7qocoG4g@mail.gmail.com>
Message-ID: <7288D49C0448E840B752320350AFA94E012E6CE0F4@its-hcwnem03.ds.Vanderbilt.edu>

Here is the output from the debug log.  The mysql log did not have any errors.


[Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of the /Callbacks/AssetTracker/autohandler/Default callback.  This may cause only one of the callbacks to run.  Look for the duplicate Callback in your /apps/rt385/local/html /apps/rt385/local/plugins/RT-Authen-ExternalAuth/html /apps/rt385/local/plugins/RT-Extension-MergeUsers/html /apps/rt385/local/plugins/RT-Extension-MergeUsersHistory/html /apps/rt385/local/plugins/RT-Extension-MandatorySubject/html /apps/rt385/local/plugins/RT-Extension-SummaryByUser/html /apps/rt385/local/plugins/RT-Extension-MobileUI/html /apps/rt385/share/html (/apps/rt385/sbin/../lib/RT/Interface/Web/Request.pm:133)
[Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
[Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
[Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
[Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
[Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
[Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
[Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
[Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsGroup redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
[Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsUser redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
[Thu Dec 29 13:03:55 2011] [warning]: Subroutine Object redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
[Thu Dec 29 13:03:55 2011] [warning]: Subroutine GrantRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
[Thu Dec 29 13:03:55 2011] [warning]: Subroutine RevokeRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
[Thu Dec 29 13:03:55 2011] [warning]: Subroutine HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
[Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
[Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasGroupRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
[Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRoleRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
[Thu Dec 29 13:03:55 2011] [warning]: Subroutine InvalidateACLCache redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
[Thu Dec 29 13:03:55 2011] [warning]: Subroutine _GetPrincipalTypeForACL redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
[Thu Dec 29 13:03:55 2011] [warning]: Subroutine _ReferenceId redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
[Thu Dec 29 13:03:56 2011] [warning]: Subroutine _InitSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
[Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLLimit redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
[Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLJoin redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
[Thu Dec 29 13:03:56 2011] [warning]: Subroutine _OpenParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
[Thu Dec 29 13:03:56 2011] [warning]: Subroutine _CloseParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
[Thu Dec 29 13:03:56 2011] [warning]: Subroutine _close_bundle redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
[Thu Dec 29 13:03:56 2011] [warning]: Subroutine _parser redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
[Thu Dec 29 13:03:56 2011] [warning]: Subroutine ClausesToSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
[Thu Dec 29 13:03:56 2011] [warning]: Subroutine FromSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
[Thu Dec 29 13:03:56 2011] [warning]: Subroutine Query redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
[Thu Dec 29 13:03:56 2011] [warning]: Subroutine ClassifySQLOperation redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
[Thu Dec 29 13:03:56 2011] [warning]:   (in cleanup) Error while loading /apps/rt385/sbin/rt-server: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib /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 . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659. (/apps/rt385/sbin/../lib/RT.pm:343)
[Thu Dec 29 13:04:01 2011] [warning]: Subroutine IsGroup redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
[Thu Dec 29 13:04:01 2011] [warning]: Subroutine IsUser redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
[Thu Dec 29 13:04:01 2011] [warning]: Subroutine Object redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
[Thu Dec 29 13:04:01 2011] [warning]: Subroutine GrantRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
[Thu Dec 29 13:04:01 2011] [warning]: Subroutine RevokeRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
[Thu Dec 29 13:04:01 2011] [warning]: Subroutine HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
[Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
[Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasGroupRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
[Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasRoleRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
[Thu Dec 29 13:04:01 2011] [warning]: Subroutine InvalidateACLCache redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
[Thu Dec 29 13:04:01 2011] [warning]: Subroutine _GetPrincipalTypeForACL redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
[Thu Dec 29 13:04:01 2011] [warning]: Subroutine _ReferenceId redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
[Thu Dec 29 13:04:02 2011] [warning]: Subroutine _InitSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
[Thu Dec 29 13:04:02 2011] [warning]: Subroutine _SQLLimit redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
[Thu Dec 29 13:04:02 2011] [warning]: Subroutine _SQLJoin redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
[Thu Dec 29 13:04:02 2011] [warning]: Subroutine _OpenParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
[Thu Dec 29 13:04:02 2011] [warning]: Subroutine _CloseParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
[Thu Dec 29 13:04:02 2011] [warning]: Subroutine _close_bundle redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
[Thu Dec 29 13:04:02 2011] [warning]: Subroutine _parser redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
[Thu Dec 29 13:04:02 2011] [warning]: Subroutine ClausesToSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
[Thu Dec 29 13:04:02 2011] [warning]: Subroutine FromSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
[Thu Dec 29 13:04:02 2011] [warning]: Subroutine Query redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
[Thu Dec 29 13:04:02 2011] [warning]: Subroutine ClassifySQLOperation redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
[Thu Dec 29 13:04:02 2011] [warning]:   (in cleanup) Error while loading /apps/rt385/sbin/rt-server: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib /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 . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659. (/apps/rt385/sbin/../lib/RT.pm:343)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine IsGroup redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine IsUser redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine Object redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine GrantRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine RevokeRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasGroupRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasRoleRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine InvalidateACLCache redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine _GetPrincipalTypeForACL redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine _ReferenceId redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine _InitSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine _SQLLimit redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine _SQLJoin redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine _OpenParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine _CloseParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine _close_bundle redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine _parser redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine ClausesToSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine FromSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine Query redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
[Thu Dec 29 13:04:07 2011] [warning]: Subroutine ClassifySQLOperation redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
[Thu Dec 29 13:04:07 2011] [warning]:   (in cleanup) Error while loading /apps/rt385/sbin/rt-server: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib /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 . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659. (/apps/rt385/sbin/../lib/RT.pm:343)



-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Friday, December 23, 2011 11:27 AM
To: Poulter, Dale
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Sphinx fulltext index v4.0.4

Hi,

Looks good. Move on to SQL log and debug log.

On Fri, Dec 23, 2011 at 21:13, Poulter,   Dale
<dale.poulter at vanderbilt.edu> wrote:
> Here is the output.  Thanks.
>
> mysql> show create table AttachmentsIndex;
> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
> | Table            | Create Table
> | |
> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
> | AttachmentsIndex | CREATE TABLE `AttachmentsIndex` (
>  `id` int(10) unsigned NOT NULL,
>  `weight` int(11) NOT NULL,
>  `query` varchar(3072) NOT NULL,
>  KEY `query` (`query`(1024))
> ) ENGINE=SPHINX DEFAULT CHARSET=utf8
> CONNECTION='sphinx://localhost:9312/rt' |
> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
> 1 row in set (0.00 sec)
>
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
> Behalf Of Ruslan Zakirov
> Sent: Friday, December 23, 2011 8:56 AM
> To: Poulter, Dale
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
>
> On Fri, Dec 23, 2011 at 18:47, Poulter,   Dale
> <dale.poulter at vanderbilt.edu> wrote:
>> Correct.  The index and table seems to have been created.  One strange item is that the attatchmentindex table in MySQL is empty. Thanks for your help.
>
> It's sort of empty as it's dynamic. It's a special table that connects mysql to sphinx. Run 'show create table AttachmentsIndex' and send us output.
>
>>
>>
>> Sent from iphone
>>
>>
>> On Dec 23, 2011, at 8:29 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>
>>> On Fri, Dec 23, 2011 at 18:22, Poulter,   Dale
>>> <dale.poulter at vanderbilt.edu> wrote:
>>>> I actually tried with and without the fulltext without any success.
>>>
>>> It's hard to say what went wrong. Just for clarification, you've
>>> created required tables with a script, configured RT's config,
>>> configured sphinx, setup indexer that puts data into sphinx index.
>>> Right?
>>>
>>> To diagnose this start with RT's debug log. Enable logging of SQL
>>> statements in RT. Use command line sphinx client to make sure data
>>> is in the index. At this moment we don't have any info to help you.
>>>
>>>> Sent from iphone
>>>>
>>>>
>>>> On Dec 23, 2011, at 3:09 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>>
>>>>> On Thu, Dec 15, 2011 at 17:32, Poulter,   Dale
>>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>>> However,  Request Tracker does not seem to be searching the index.
>>>>>> If we search for any term that is only in the contents of the
>>>>>> ticket and not the header we do not get any hits.  We do get hits
>>>>>> for terms in the ticket header though.  If I search sphinx
>>>>>> directly for a term everything works correctly.  It seems as if
>>>>>> RT is not searching Sphinx.  Have I missed a step in the setup process?  Any assistance will be appreciated.  Thanks.
>>>>>
>>>>> How do you search? It's still required to use fulltext:x in simple
>>>>> search and Content in the query builder.
>>>>>
>>>>> --
>>>>> Best regards, Ruslan.
>>>>>
>>>>
>>>
>>>
>>>
>>> --
>>> Best regards, Ruslan.
>>>
>>
>> --------
>> RT Training Sessions
>> (http://bestpractical.com/services/training.html)
>> * Boston  March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.
>



--
Best regards, Ruslan.


From nullnuts at fastmail.fm  Thu Dec 29 10:08:42 2011
From: nullnuts at fastmail.fm (Johnny.five)
Date: Thu, 29 Dec 2011 07:08:42 -0800 (PST)
Subject: [rt-users]  Limiting by custom field on Time Worked report
Message-ID: <33050563.post@talk.nabble.com>


Hello!

I'm trying to figure out how to get a custom field onto the Time Worked
report here:

http://requesttracker.wikia.com/wiki/TimeWorked

The idea is to allow filtering of results by a custom field in a ticket. 
I've been trying to wrap my head around the processes/syntax or RT for hours
- any guru out there willing to share some knowledge?  

~John
-- 
View this message in context: http://old.nabble.com/Limiting-by-custom-field-on-Time-Worked-report-tp33050563p33050563.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruz at bestpractical.com  Thu Dec 29 10:14:22 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 29 Dec 2011 19:14:22 +0400
Subject: [rt-users] Sphinx fulltext index v4.0.4
In-Reply-To: <7288D49C0448E840B752320350AFA94E012E6CE0F4@its-hcwnem03.ds.Vanderbilt.edu>
References: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com>
	<D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu>
	<CAMOxC8vBmkepK3cErv7R0UPaTD2NVin9+h0R8EfXpVmFj-UAqA@mail.gmail.com>
	<AB89257A-CA3D-4286-A19F-1DB4486D91B5@Vanderbilt.Edu>
	<CAMOxC8twOZ4F6dwzPmZ8X=1UK8SnXWc9TOnY=55nsKgU-Wo9HA@mail.gmail.com>
	<7288D49C0448E840B752320350AFA94E012E6CDF97@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8vxDvRWVfMFCWPPYvbLiDgQa+SUoHbGpMisap7qocoG4g@mail.gmail.com>
	<7288D49C0448E840B752320350AFA94E012E6CE0F4@its-hcwnem03.ds.Vanderbilt.edu>
Message-ID: <CAMOxC8sLZBGn9oLA+VvWsgR11-EDAzKtXvbcXFwoAByqyshHCw@mail.gmail.com>

Hi,

Looks like your RT 4 instance is installed incorrectly. Log says that
RT loads libraries from RT 3.8 instance and this shouldn't happen.

On Thu, Dec 29, 2011 at 17:26, Poulter,   Dale
<dale.poulter at vanderbilt.edu> wrote:
> Here is the output from the debug log. ?The mysql log did not have any errors.
>
>
> [Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of the /Callbacks/AssetTracker/autohandler/Default callback. ?This may cause only one of the callbacks to run. ?Look for the duplicate Callback in your /apps/rt385/local/html /apps/rt385/local/plugins/RT-Authen-ExternalAuth/html /apps/rt385/local/plugins/RT-Extension-MergeUsers/html /apps/rt385/local/plugins/RT-Extension-MergeUsersHistory/html /apps/rt385/local/plugins/RT-Extension-MandatorySubject/html /apps/rt385/local/plugins/RT-Extension-SummaryByUser/html /apps/rt385/local/plugins/RT-Extension-MobileUI/html /apps/rt385/share/html (/apps/rt385/sbin/../lib/RT/Interface/Web/Request.pm:133)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsGroup redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsUser redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine Object redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine GrantRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine RevokeRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasGroupRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRoleRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine InvalidateACLCache redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _GetPrincipalTypeForACL redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _ReferenceId redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _InitSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLLimit redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLJoin redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _OpenParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _CloseParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _close_bundle redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _parser redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine ClausesToSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine FromSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine Query redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine ClassifySQLOperation redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:03:56 2011] [warning]: ? (in cleanup) Error while loading /apps/rt385/sbin/rt-server: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib /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 . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659. (/apps/rt385/sbin/../lib/RT.pm:343)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine IsGroup redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine IsUser redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine Object redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine GrantRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine RevokeRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasGroupRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasRoleRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine InvalidateACLCache redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _GetPrincipalTypeForACL redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _ReferenceId redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _InitSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _SQLLimit redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _SQLJoin redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _OpenParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _CloseParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _close_bundle redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _parser redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine ClausesToSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine FromSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine Query redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine ClassifySQLOperation redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:04:02 2011] [warning]: ? (in cleanup) Error while loading /apps/rt385/sbin/rt-server: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib /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 . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659. (/apps/rt385/sbin/../lib/RT.pm:343)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine IsGroup redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine IsUser redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine Object redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine GrantRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine RevokeRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasGroupRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasRoleRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine InvalidateACLCache redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _GetPrincipalTypeForACL redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _ReferenceId redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _InitSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _SQLLimit redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _SQLJoin redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _OpenParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _CloseParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _close_bundle redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _parser redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine ClausesToSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine FromSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine Query redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine ClassifySQLOperation redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:04:07 2011] [warning]: ? (in cleanup) Error while loading /apps/rt385/sbin/rt-server: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib /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 . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659. (/apps/rt385/sbin/../lib/RT.pm:343)
>
>
>
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
> Sent: Friday, December 23, 2011 11:27 AM
> To: Poulter, Dale
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
>
> Hi,
>
> Looks good. Move on to SQL log and debug log.
>
> On Fri, Dec 23, 2011 at 21:13, Poulter, ? Dale
> <dale.poulter at vanderbilt.edu> wrote:
>> Here is the output. ?Thanks.
>>
>> mysql> show create table AttachmentsIndex;
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> | Table ? ? ? ? ? ?| Create Table
>> | |
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> | AttachmentsIndex | CREATE TABLE `AttachmentsIndex` (
>> ?`id` int(10) unsigned NOT NULL,
>> ?`weight` int(11) NOT NULL,
>> ?`query` varchar(3072) NOT NULL,
>> ?KEY `query` (`query`(1024))
>> ) ENGINE=SPHINX DEFAULT CHARSET=utf8
>> CONNECTION='sphinx://localhost:9312/rt' |
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> 1 row in set (0.00 sec)
>>
>> -----Original Message-----
>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
>> Behalf Of Ruslan Zakirov
>> Sent: Friday, December 23, 2011 8:56 AM
>> To: Poulter, Dale
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
>>
>> On Fri, Dec 23, 2011 at 18:47, Poulter, ? Dale
>> <dale.poulter at vanderbilt.edu> wrote:
>>> Correct. ?The index and table seems to have been created. ?One strange item is that the attatchmentindex table in MySQL is empty. Thanks for your help.
>>
>> It's sort of empty as it's dynamic. It's a special table that connects mysql to sphinx. Run 'show create table AttachmentsIndex' and send us output.
>>
>>>
>>>
>>> Sent from iphone
>>>
>>>
>>> On Dec 23, 2011, at 8:29 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>
>>>> On Fri, Dec 23, 2011 at 18:22, Poulter, ? Dale
>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>> I actually tried with and without the fulltext without any success.
>>>>
>>>> It's hard to say what went wrong. Just for clarification, you've
>>>> created required tables with a script, configured RT's config,
>>>> configured sphinx, setup indexer that puts data into sphinx index.
>>>> Right?
>>>>
>>>> To diagnose this start with RT's debug log. Enable logging of SQL
>>>> statements in RT. Use command line sphinx client to make sure data
>>>> is in the index. At this moment we don't have any info to help you.
>>>>
>>>>> Sent from iphone
>>>>>
>>>>>
>>>>> On Dec 23, 2011, at 3:09 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>>>
>>>>>> On Thu, Dec 15, 2011 at 17:32, Poulter, ? Dale
>>>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>>>> However, ?Request Tracker does not seem to be searching the index.
>>>>>>> If we search for any term that is only in the contents of the
>>>>>>> ticket and not the header we do not get any hits. ?We do get hits
>>>>>>> for terms in the ticket header though. ?If I search sphinx
>>>>>>> directly for a term everything works correctly. ?It seems as if
>>>>>>> RT is not searching Sphinx. ?Have I missed a step in the setup process? ?Any assistance will be appreciated. ?Thanks.
>>>>>>
>>>>>> How do you search? It's still required to use fulltext:x in simple
>>>>>> search and Content in the query builder.
>>>>>>
>>>>>> --
>>>>>> Best regards, Ruslan.
>>>>>>
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> Best regards, Ruslan.
>>>>
>>>
>>> --------
>>> RT Training Sessions
>>> (http://bestpractical.com/services/training.html)
>>> * Boston ?March 5 & 6, 2012
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Best regards, Ruslan.


From dale.poulter at Vanderbilt.Edu  Thu Dec 29 10:15:56 2011
From: dale.poulter at Vanderbilt.Edu (Poulter,   Dale)
Date: Thu, 29 Dec 2011 09:15:56 -0600
Subject: [rt-users] Sphinx fulltext index v4.0.4
In-Reply-To: <CAMOxC8sLZBGn9oLA+VvWsgR11-EDAzKtXvbcXFwoAByqyshHCw@mail.gmail.com>
References: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com>
	<D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu>
	<CAMOxC8vBmkepK3cErv7R0UPaTD2NVin9+h0R8EfXpVmFj-UAqA@mail.gmail.com>
	<AB89257A-CA3D-4286-A19F-1DB4486D91B5@Vanderbilt.Edu>
	<CAMOxC8twOZ4F6dwzPmZ8X=1UK8SnXWc9TOnY=55nsKgU-Wo9HA@mail.gmail.com>
	<7288D49C0448E840B752320350AFA94E012E6CDF97@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8vxDvRWVfMFCWPPYvbLiDgQa+SUoHbGpMisap7qocoG4g@mail.gmail.com>
	<7288D49C0448E840B752320350AFA94E012E6CE0F4@its-hcwnem03.ds.Vanderbilt.edu>
	<CAMOxC8sLZBGn9oLA+VvWsgR11-EDAzKtXvbcXFwoAByqyshHCw@mail.gmail.com>
Message-ID: <7288D49C0448E840B752320350AFA94E012E6CE110@its-hcwnem03.ds.Vanderbilt.edu>

Thanks.  I was just about to send out a note.  It appears the v4 was installed on top of the v3.8.5 instance which caused many issues.  I did a clean install and everything is working as of a few minutes ago.  Thanks again for all of your help!

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Thursday, December 29, 2011 9:14 AM
To: Poulter, Dale
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Sphinx fulltext index v4.0.4

Hi,

Looks like your RT 4 instance is installed incorrectly. Log says that RT loads libraries from RT 3.8 instance and this shouldn't happen.

On Thu, Dec 29, 2011 at 17:26, Poulter,   Dale
<dale.poulter at vanderbilt.edu> wrote:
> Here is the output from the debug log.  The mysql log did not have any errors.
>
>
> [Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of
> the /Callbacks/AssetTracker/autohandler/Default callback.  This may
> cause only one of the callbacks to run.  Look for the duplicate
> Callback in your /apps/rt385/local/html
> /apps/rt385/local/plugins/RT-Authen-ExternalAuth/html
> /apps/rt385/local/plugins/RT-Extension-MergeUsers/html
> /apps/rt385/local/plugins/RT-Extension-MergeUsersHistory/html
> /apps/rt385/local/plugins/RT-Extension-MandatorySubject/html
> /apps/rt385/local/plugins/RT-Extension-SummaryByUser/html
> /apps/rt385/local/plugins/RT-Extension-MobileUI/html
> /apps/rt385/share/html
> (/apps/rt385/sbin/../lib/RT/Interface/Web/Request.pm:133)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsGroup redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsUser redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine Object redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine GrantRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine RevokeRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine HasRight redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasGroupRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRoleRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine InvalidateACLCache
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine
> _GetPrincipalTypeForACL redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _ReferenceId
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _InitSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLLimit redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLJoin redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _OpenParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _CloseParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _close_bundle
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _parser redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine ClausesToSQL
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine FromSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine Query redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine ClassifySQLOperation
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:03:56 2011] [warning]:   (in cleanup) Error while
> loading /apps/rt385/sbin/rt-server: Can't locate
> RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib
> /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
> . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659.
> (/apps/rt385/sbin/../lib/RT.pm:343)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine IsGroup redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine IsUser redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine Object redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine GrantRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine RevokeRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine HasRight redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasGroupRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasRoleRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine InvalidateACLCache
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine
> _GetPrincipalTypeForACL redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _ReferenceId
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _InitSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _SQLLimit redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _SQLJoin redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _OpenParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _CloseParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _close_bundle
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _parser redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine ClausesToSQL
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine FromSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine Query redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine ClassifySQLOperation
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:04:02 2011] [warning]:   (in cleanup) Error while
> loading /apps/rt385/sbin/rt-server: Can't locate
> RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib
> /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
> . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659.
> (/apps/rt385/sbin/../lib/RT.pm:343)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine IsGroup redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine IsUser redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine Object redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine GrantRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine RevokeRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine HasRight redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasGroupRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasRoleRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine InvalidateACLCache
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine
> _GetPrincipalTypeForACL redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _ReferenceId
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _InitSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _SQLLimit redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _SQLJoin redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _OpenParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _CloseParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _close_bundle
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _parser redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine ClausesToSQL
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine FromSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine Query redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine ClassifySQLOperation
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:04:07 2011] [warning]:   (in cleanup) Error while
> loading /apps/rt385/sbin/rt-server: Can't locate
> RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib
> /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
> . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659.
> (/apps/rt385/sbin/../lib/RT.pm:343)
>
>
>
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
> Behalf Of Ruslan Zakirov
> Sent: Friday, December 23, 2011 11:27 AM
> To: Poulter, Dale
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
>
> Hi,
>
> Looks good. Move on to SQL log and debug log.
>
> On Fri, Dec 23, 2011 at 21:13, Poulter,   Dale
> <dale.poulter at vanderbilt.edu> wrote:
>> Here is the output.  Thanks.
>>
>> mysql> show create table AttachmentsIndex;
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> | Table            | Create Table
>> | |
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> | AttachmentsIndex | CREATE TABLE `AttachmentsIndex` (
>>  `id` int(10) unsigned NOT NULL,
>>  `weight` int(11) NOT NULL,
>>  `query` varchar(3072) NOT NULL,
>>  KEY `query` (`query`(1024))
>> ) ENGINE=SPHINX DEFAULT CHARSET=utf8
>> CONNECTION='sphinx://localhost:9312/rt' |
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> 1 row in set (0.00 sec)
>>
>> -----Original Message-----
>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
>> Behalf Of Ruslan Zakirov
>> Sent: Friday, December 23, 2011 8:56 AM
>> To: Poulter, Dale
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
>>
>> On Fri, Dec 23, 2011 at 18:47, Poulter,   Dale
>> <dale.poulter at vanderbilt.edu> wrote:
>>> Correct.  The index and table seems to have been created.  One strange item is that the attatchmentindex table in MySQL is empty. Thanks for your help.
>>
>> It's sort of empty as it's dynamic. It's a special table that connects mysql to sphinx. Run 'show create table AttachmentsIndex' and send us output.
>>
>>>
>>>
>>> Sent from iphone
>>>
>>>
>>> On Dec 23, 2011, at 8:29 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>
>>>> On Fri, Dec 23, 2011 at 18:22, Poulter,   Dale
>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>> I actually tried with and without the fulltext without any success.
>>>>
>>>> It's hard to say what went wrong. Just for clarification, you've
>>>> created required tables with a script, configured RT's config,
>>>> configured sphinx, setup indexer that puts data into sphinx index.
>>>> Right?
>>>>
>>>> To diagnose this start with RT's debug log. Enable logging of SQL
>>>> statements in RT. Use command line sphinx client to make sure data
>>>> is in the index. At this moment we don't have any info to help you.
>>>>
>>>>> Sent from iphone
>>>>>
>>>>>
>>>>> On Dec 23, 2011, at 3:09 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>>>
>>>>>> On Thu, Dec 15, 2011 at 17:32, Poulter,   Dale
>>>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>>>> However,  Request Tracker does not seem to be searching the index.
>>>>>>> If we search for any term that is only in the contents of the
>>>>>>> ticket and not the header we do not get any hits.  We do get
>>>>>>> hits for terms in the ticket header though.  If I search sphinx
>>>>>>> directly for a term everything works correctly.  It seems as if
>>>>>>> RT is not searching Sphinx.  Have I missed a step in the setup process?  Any assistance will be appreciated.  Thanks.
>>>>>>
>>>>>> How do you search? It's still required to use fulltext:x in
>>>>>> simple search and Content in the query builder.
>>>>>>
>>>>>> --
>>>>>> Best regards, Ruslan.
>>>>>>
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> Best regards, Ruslan.
>>>>
>>>
>>> --------
>>> RT Training Sessions
>>> (http://bestpractical.com/services/training.html)
>>> * Boston  March 5 & 6, 2012
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
>
> --
> Best regards, Ruslan.
>



--
Best regards, Ruslan.


From Johan.Sjoberg at deltamanagement.se  Thu Dec 29 10:17:46 2011
From: Johan.Sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=)
Date: Thu, 29 Dec 2011 15:17:46 +0000
Subject: [rt-users] Limiting by custom field on Time Worked report
In-Reply-To: <33050563.post@talk.nabble.com>
References: <33050563.post@talk.nabble.com>
Message-ID: <6D5BD0103BBD1F44ABE1D6512D85036A11C9A44A@DB3PRD0502MB132.eurprd05.prod.outlook.com>

Hi.

I have created a modification of this script that groups and summarizes the time by a custom field (named "Customer"). I have attached the modified script.

/Johan

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Johnny.five
> Sent: den 29 december 2011 16:09
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Limiting by custom field on Time Worked report
> 
> 
> Hello!
> 
> I'm trying to figure out how to get a custom field onto the Time Worked
> report here:
> 
> http://requesttracker.wikia.com/wiki/TimeWorked
> 
> The idea is to allow filtering of results by a custom field in a ticket.
> I've been trying to wrap my head around the processes/syntax or RT for
> hours
> - any guru out there willing to share some knowledge?
> 
> ~John
> --
> View this message in context: http://old.nabble.com/Limiting-by-custom-
> field-on-Time-Worked-report-tp33050563p33050563.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

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From dgarcia at cesca.cat  Thu Dec 29 11:06:40 2011
From: dgarcia at cesca.cat (Daniel Garcia Mejia)
Date: Thu, 29 Dec 2011 17:06:40 +0100
Subject: [rt-users]  Desperate, problem with script
Message-ID: <4EFC9010.7060806@cesca.cat>

Hi,

Surfing the Internet I found this code:

The code is as follows:

#########################################

Description: open tickets which depends on resolved
Condition: On Status Change
Custom Condition:
Action: User defined
Custom action preparation code: return 1;
Custom action cleanup code:
   return 1 if ($self->TransactionObj->NewValue !~ 
/^(?:resolved|deleted|rejected)$/);
   my $DepOnBy = $self->TicketObj->DependedOnBy;
   while( my $l = $DepOnBy->Next ) {
     next unless( $l->BaseURI->IsLocal );
     next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/ );

     # here you can add any action
     # see also example below
     $l->BaseObj->SetStatus('open');
   }
   $DepOnBy = undef;
   return 1;
Template: Global template: Blank

##############################################

I've tested and works correctly.
But I tried for tickets Approvals dependent and does not work.

I tried putting the type of ticket you had to look at, specifically in 
the line:

my $DepOnBy = $self->TicketObj->DependedOnBy(Type => 'approval');


But still doesn't work and I can't make it 'Open' a ticket when all 
Approvals of ticket are 'Resolved'.


Can anybody help me? I'm desperate


THANKS!!!


Best regards


Daniel

-- 
.......................................................................
         __
        / /       Daniel Garc?a Mej?a
  C E / S / C A   Portals i Repositoris
      /_/         Centre de Serveis Cient?fics i Acad?mics de Catalunya

  Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
  T. (NULL) - F.  93 205 6979 - dgarcia at cesca.cat
.......................................................................



From luciano at cpd.ufrgs.br  Thu Dec 29 13:26:40 2011
From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva)
Date: Thu, 29 Dec 2011 16:26:40 -0200
Subject: [rt-users] Sphinx fulltext index v4.0.4
References: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu><CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com><D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu><CAMOxC8vBmkepK3cErv7R0UPaTD2NVin9+h0R8EfXpVmFj-UAqA@mail.gmail.com><AB89257A-CA3D-4286-A19F-1DB4486D91B5@Vanderbilt.Edu><CAMOxC8twOZ4F6dwzPmZ8X=1UK8SnXWc9TOnY=55nsKgU-Wo9HA@mail.gmail.com><7288D49C0448E840B752320350AFA94E012E6CDF97@its-hcwnem03.ds.Vanderbilt.edu><CAMOxC8vxDvRWVfMFCWPPYvbLiDgQa+SUoHbGpMisap7qocoG4g@mail.gmail.com><7288D49C0448E840B752320350AFA94E012E6CE0F4@its-hcwnem03.ds.Vanderbilt.edu><CAMOxC8sLZBGn9oLA+VvWsgR11-EDAzKtXvbcXFwoAByqyshHCw@mail.gmail.com>
	<7288D49C0448E840B752320350AFA94E012E6CE110@its-hcwnem03.ds.Vanderbilt.edu>
Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5420CE52@filipides>

Hello Dale,

Can you point me how did you compiled sphinxSE with MySQL? I tryed compile MySQL 5.1.41 with sphinx, but not worked for me in Ubuntu 10.04, following instructions from Sphinx site.

Thanks


Luciano

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Poulter,   Dale
Sent: Thu 12/29/2011 1:15 PM
To: Ruslan Zakirov
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
 
Thanks.  I was just about to send out a note.  It appears the v4 was installed on top of the v3.8.5 instance which caused many issues.  I did a clean install and everything is working as of a few minutes ago.  Thanks again for all of your help!

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Thursday, December 29, 2011 9:14 AM
To: Poulter, Dale
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Sphinx fulltext index v4.0.4

Hi,

Looks like your RT 4 instance is installed incorrectly. Log says that RT loads libraries from RT 3.8 instance and this shouldn't happen.

On Thu, Dec 29, 2011 at 17:26, Poulter,   Dale
<dale.poulter at vanderbilt.edu> wrote:
> Here is the output from the debug log.  The mysql log did not have any errors.
>
>
> [Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of
> the /Callbacks/AssetTracker/autohandler/Default callback.  This may
> cause only one of the callbacks to run.  Look for the duplicate
> Callback in your /apps/rt385/local/html
> /apps/rt385/local/plugins/RT-Authen-ExternalAuth/html
> /apps/rt385/local/plugins/RT-Extension-MergeUsers/html
> /apps/rt385/local/plugins/RT-Extension-MergeUsersHistory/html
> /apps/rt385/local/plugins/RT-Extension-MandatorySubject/html
> /apps/rt385/local/plugins/RT-Extension-SummaryByUser/html
> /apps/rt385/local/plugins/RT-Extension-MobileUI/html
> /apps/rt385/share/html
> (/apps/rt385/sbin/../lib/RT/Interface/Web/Request.pm:133)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsGroup redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsUser redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine Object redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine GrantRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine RevokeRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine HasRight redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasGroupRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRoleRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine InvalidateACLCache
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine
> _GetPrincipalTypeForACL redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _ReferenceId
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _InitSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLLimit redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLJoin redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _OpenParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _CloseParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _close_bundle
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _parser redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine ClausesToSQL
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine FromSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine Query redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine ClassifySQLOperation
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:03:56 2011] [warning]:   (in cleanup) Error while
> loading /apps/rt385/sbin/rt-server: Can't locate
> RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib
> /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
> . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659.
> (/apps/rt385/sbin/../lib/RT.pm:343)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine IsGroup redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine IsUser redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine Object redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine GrantRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine RevokeRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine HasRight redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasGroupRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasRoleRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine InvalidateACLCache
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine
> _GetPrincipalTypeForACL redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _ReferenceId
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _InitSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _SQLLimit redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _SQLJoin redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _OpenParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _CloseParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _close_bundle
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _parser redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine ClausesToSQL
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine FromSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine Query redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine ClassifySQLOperation
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:04:02 2011] [warning]:   (in cleanup) Error while
> loading /apps/rt385/sbin/rt-server: Can't locate
> RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib
> /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
> . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659.
> (/apps/rt385/sbin/../lib/RT.pm:343)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine IsGroup redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine IsUser redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine Object redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine GrantRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine RevokeRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine HasRight redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasGroupRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasRoleRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine InvalidateACLCache
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine
> _GetPrincipalTypeForACL redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _ReferenceId
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _InitSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _SQLLimit redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _SQLJoin redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _OpenParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _CloseParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _close_bundle
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _parser redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine ClausesToSQL
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine FromSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine Query redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine ClassifySQLOperation
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:04:07 2011] [warning]:   (in cleanup) Error while
> loading /apps/rt385/sbin/rt-server: Can't locate
> RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib
> /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
> . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659.
> (/apps/rt385/sbin/../lib/RT.pm:343)
>
>
>
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
> Behalf Of Ruslan Zakirov
> Sent: Friday, December 23, 2011 11:27 AM
> To: Poulter, Dale
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
>
> Hi,
>
> Looks good. Move on to SQL log and debug log.
>
> On Fri, Dec 23, 2011 at 21:13, Poulter,   Dale
> <dale.poulter at vanderbilt.edu> wrote:
>> Here is the output.  Thanks.
>>
>> mysql> show create table AttachmentsIndex;
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> | Table            | Create Table
>> | |
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> | AttachmentsIndex | CREATE TABLE `AttachmentsIndex` (
>>  `id` int(10) unsigned NOT NULL,
>>  `weight` int(11) NOT NULL,
>>  `query` varchar(3072) NOT NULL,
>>  KEY `query` (`query`(1024))
>> ) ENGINE=SPHINX DEFAULT CHARSET=utf8
>> CONNECTION='sphinx://localhost:9312/rt' |
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> 1 row in set (0.00 sec)
>>
>> -----Original Message-----
>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
>> Behalf Of Ruslan Zakirov
>> Sent: Friday, December 23, 2011 8:56 AM
>> To: Poulter, Dale
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
>>
>> On Fri, Dec 23, 2011 at 18:47, Poulter,   Dale
>> <dale.poulter at vanderbilt.edu> wrote:
>>> Correct.  The index and table seems to have been created.  One strange item is that the attatchmentindex table in MySQL is empty. Thanks for your help.
>>
>> It's sort of empty as it's dynamic. It's a special table that connects mysql to sphinx. Run 'show create table AttachmentsIndex' and send us output.
>>
>>>
>>>
>>> Sent from iphone
>>>
>>>
>>> On Dec 23, 2011, at 8:29 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>
>>>> On Fri, Dec 23, 2011 at 18:22, Poulter,   Dale
>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>> I actually tried with and without the fulltext without any success.
>>>>
>>>> It's hard to say what went wrong. Just for clarification, you've
>>>> created required tables with a script, configured RT's config,
>>>> configured sphinx, setup indexer that puts data into sphinx index.
>>>> Right?
>>>>
>>>> To diagnose this start with RT's debug log. Enable logging of SQL
>>>> statements in RT. Use command line sphinx client to make sure data
>>>> is in the index. At this moment we don't have any info to help you.
>>>>
>>>>> Sent from iphone
>>>>>
>>>>>
>>>>> On Dec 23, 2011, at 3:09 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>>>
>>>>>> On Thu, Dec 15, 2011 at 17:32, Poulter,   Dale
>>>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>>>> However,  Request Tracker does not seem to be searching the index.
>>>>>>> If we search for any term that is only in the contents of the
>>>>>>> ticket and not the header we do not get any hits.  We do get
>>>>>>> hits for terms in the ticket header though.  If I search sphinx
>>>>>>> directly for a term everything works correctly.  It seems as if
>>>>>>> RT is not searching Sphinx.  Have I missed a step in the setup process?  Any assistance will be appreciated.  Thanks.
>>>>>>
>>>>>> How do you search? It's still required to use fulltext:x in
>>>>>> simple search and Content in the query builder.
>>>>>>
>>>>>> --
>>>>>> Best regards, Ruslan.
>>>>>>
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> Best regards, Ruslan.
>>>>
>>>
>>> --------
>>> RT Training Sessions
>>> (http://bestpractical.com/services/training.html)
>>> * Boston  March 5 & 6, 2012
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
>
> --
> Best regards, Ruslan.
>



--
Best regards, Ruslan.

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012




From dale.poulter at Vanderbilt.Edu  Thu Dec 29 13:42:55 2011
From: dale.poulter at Vanderbilt.Edu (Poulter,   Dale)
Date: Thu, 29 Dec 2011 12:42:55 -0600
Subject: [rt-users] Sphinx fulltext index v4.0.4
In-Reply-To: <87C8AADF9E20C14C811B0AFA1747DA5420CE52@filipides>
References: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu><CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com><D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu><CAMOxC8vBmkepK3cErv7R0UPaTD2NVin9+h0R8EfXpVmFj-UAqA@mail.gmail.com><AB89257A-CA3D-4286-A19F-1DB4486D91B5@Vanderbilt.Edu><CAMOxC8twOZ4F6dwzPmZ8X=1UK8SnXWc9TOnY=55nsKgU-Wo9HA@mail.gmail.com><7288D49C0448E840B752320350AFA94E012E6CDF97@its-hcwnem03.ds.Vanderbilt.edu><CAMOxC8vxDvRWVfMFCWPPYvbLiDgQa+SUoHbGpMisap7qocoG4g@mail.gmail.com><7288D49C0448E840B752320350AFA94E012E6CE0F4@its-hcwnem03.ds.Vanderbilt.edu><CAMOxC8sLZBGn9oLA+VvWsgR11-EDAzKtXvbcXFwoAByqyshHCw@mail.gmail.com>
	<7288D49C0448E840B752320350AFA94E012E6CE110@its-hcwnem03.ds.Vanderbilt.edu>
	<87C8AADF9E20C14C811B0AFA1747DA5420CE52@filipides>
Message-ID: <7288D49C0448E840B752320350AFA94E012E6CE142@its-hcwnem03.ds.Vanderbilt.edu>

Here is the process I used.

>From Mysql-5.5.17 source

Move the sphinx source directory msqlse (I used sphinx-2.0.2-beta)  to storage/sphinx in the source tree

cmake \
-DWITH_UNIXODBC=1 \
-DWITH_INNOBASE_STORAGE_ENGINE=1 \
-DWITH_ARCHIVE_STORAGE_ENGINE=1 \
-DWITH_SPHINX_STORAGE_ENGINE=1 \
-DDEFAULT_CHARSET=utf8 \
-DDEFAULT_COLLATION=utf8_general_ci \
-DWITH_SSL=yes


Once mysql is compiled and installed you just need to install the plugin

mysql> INSTALL PLUGIN sphinx SONAME 'ha_sphinx.so';

mysql>s elect * from mysql.plugin;

This should indicated that the sphinx plugin is installed.




-----Original Message-----
From: Luciano Ernesto da Silva [mailto:luciano at cpd.ufrgs.br]
Sent: Thursday, December 29, 2011 12:27 PM
To: Poulter, Dale
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Sphinx fulltext index v4.0.4

Hello Dale,

Can you point me how did you compiled sphinxSE with MySQL? I tryed compile MySQL 5.1.41 with sphinx, but not worked for me in Ubuntu 10.04, following instructions from Sphinx site.

Thanks


Luciano

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Poulter,   Dale
Sent: Thu 12/29/2011 1:15 PM
To: Ruslan Zakirov
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Sphinx fulltext index v4.0.4

Thanks.  I was just about to send out a note.  It appears the v4 was installed on top of the v3.8.5 instance which caused many issues.  I did a clean install and everything is working as of a few minutes ago.  Thanks again for all of your help!

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Thursday, December 29, 2011 9:14 AM
To: Poulter, Dale
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Sphinx fulltext index v4.0.4

Hi,

Looks like your RT 4 instance is installed incorrectly. Log says that RT loads libraries from RT 3.8 instance and this shouldn't happen.

On Thu, Dec 29, 2011 at 17:26, Poulter,   Dale
<dale.poulter at vanderbilt.edu> wrote:
> Here is the output from the debug log.  The mysql log did not have any errors.
>
>
> [Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of
> the /Callbacks/AssetTracker/autohandler/Default callback.  This may
> cause only one of the callbacks to run.  Look for the duplicate
> Callback in your /apps/rt385/local/html
> /apps/rt385/local/plugins/RT-Authen-ExternalAuth/html
> /apps/rt385/local/plugins/RT-Extension-MergeUsers/html
> /apps/rt385/local/plugins/RT-Extension-MergeUsersHistory/html
> /apps/rt385/local/plugins/RT-Extension-MandatorySubject/html
> /apps/rt385/local/plugins/RT-Extension-SummaryByUser/html
> /apps/rt385/local/plugins/RT-Extension-MobileUI/html
> /apps/rt385/share/html
> (/apps/rt385/sbin/../lib/RT/Interface/Web/Request.pm:133)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsGroup redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsUser redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine Object redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine GrantRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine RevokeRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine HasRight redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasGroupRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRoleRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine InvalidateACLCache
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine
> _GetPrincipalTypeForACL redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _ReferenceId
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _InitSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLLimit redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLJoin redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _OpenParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _CloseParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _close_bundle
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _parser redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine ClausesToSQL
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine FromSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine Query redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine ClassifySQLOperation
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:03:56 2011] [warning]:   (in cleanup) Error while
> loading /apps/rt385/sbin/rt-server: Can't locate
> RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib
> /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
> . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659.
> (/apps/rt385/sbin/../lib/RT.pm:343)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine IsGroup redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine IsUser redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine Object redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine GrantRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine RevokeRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine HasRight redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasGroupRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasRoleRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine InvalidateACLCache
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine
> _GetPrincipalTypeForACL redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _ReferenceId
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _InitSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _SQLLimit redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _SQLJoin redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _OpenParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _CloseParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _close_bundle
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _parser redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine ClausesToSQL
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine FromSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine Query redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine ClassifySQLOperation
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:04:02 2011] [warning]:   (in cleanup) Error while
> loading /apps/rt385/sbin/rt-server: Can't locate
> RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib
> /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
> . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659.
> (/apps/rt385/sbin/../lib/RT.pm:343)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine IsGroup redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine IsUser redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine Object redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine GrantRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine RevokeRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine HasRight redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasGroupRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasRoleRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine InvalidateACLCache
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine
> _GetPrincipalTypeForACL redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _ReferenceId
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _InitSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _SQLLimit redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _SQLJoin redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _OpenParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _CloseParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _close_bundle
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _parser redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine ClausesToSQL
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine FromSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine Query redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine ClassifySQLOperation
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:04:07 2011] [warning]:   (in cleanup) Error while
> loading /apps/rt385/sbin/rt-server: Can't locate
> RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib
> /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
> . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659.
> (/apps/rt385/sbin/../lib/RT.pm:343)
>
>
>
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
> Behalf Of Ruslan Zakirov
> Sent: Friday, December 23, 2011 11:27 AM
> To: Poulter, Dale
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
>
> Hi,
>
> Looks good. Move on to SQL log and debug log.
>
> On Fri, Dec 23, 2011 at 21:13, Poulter,   Dale
> <dale.poulter at vanderbilt.edu> wrote:
>> Here is the output.  Thanks.
>>
>> mysql> show create table AttachmentsIndex;
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> | Table            | Create Table
>> | |
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> | AttachmentsIndex | CREATE TABLE `AttachmentsIndex` (
>>  `id` int(10) unsigned NOT NULL,
>>  `weight` int(11) NOT NULL,
>>  `query` varchar(3072) NOT NULL,
>>  KEY `query` (`query`(1024))
>> ) ENGINE=SPHINX DEFAULT CHARSET=utf8
>> CONNECTION='sphinx://localhost:9312/rt' |
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> 1 row in set (0.00 sec)
>>
>> -----Original Message-----
>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
>> Behalf Of Ruslan Zakirov
>> Sent: Friday, December 23, 2011 8:56 AM
>> To: Poulter, Dale
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
>>
>> On Fri, Dec 23, 2011 at 18:47, Poulter,   Dale
>> <dale.poulter at vanderbilt.edu> wrote:
>>> Correct.  The index and table seems to have been created.  One strange item is that the attatchmentindex table in MySQL is empty. Thanks for your help.
>>
>> It's sort of empty as it's dynamic. It's a special table that connects mysql to sphinx. Run 'show create table AttachmentsIndex' and send us output.
>>
>>>
>>>
>>> Sent from iphone
>>>
>>>
>>> On Dec 23, 2011, at 8:29 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>
>>>> On Fri, Dec 23, 2011 at 18:22, Poulter,   Dale
>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>> I actually tried with and without the fulltext without any success.
>>>>
>>>> It's hard to say what went wrong. Just for clarification, you've
>>>> created required tables with a script, configured RT's config,
>>>> configured sphinx, setup indexer that puts data into sphinx index.
>>>> Right?
>>>>
>>>> To diagnose this start with RT's debug log. Enable logging of SQL
>>>> statements in RT. Use command line sphinx client to make sure data
>>>> is in the index. At this moment we don't have any info to help you.
>>>>
>>>>> Sent from iphone
>>>>>
>>>>>
>>>>> On Dec 23, 2011, at 3:09 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>>>
>>>>>> On Thu, Dec 15, 2011 at 17:32, Poulter,   Dale
>>>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>>>> However,  Request Tracker does not seem to be searching the index.
>>>>>>> If we search for any term that is only in the contents of the
>>>>>>> ticket and not the header we do not get any hits.  We do get
>>>>>>> hits for terms in the ticket header though.  If I search sphinx
>>>>>>> directly for a term everything works correctly.  It seems as if
>>>>>>> RT is not searching Sphinx.  Have I missed a step in the setup process?  Any assistance will be appreciated.  Thanks.
>>>>>>
>>>>>> How do you search? It's still required to use fulltext:x in
>>>>>> simple search and Content in the query builder.
>>>>>>
>>>>>> --
>>>>>> Best regards, Ruslan.
>>>>>>
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> Best regards, Ruslan.
>>>>
>>>
>>> --------
>>> RT Training Sessions
>>> (http://bestpractical.com/services/training.html)
>>> * Boston  March 5 & 6, 2012
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
>
> --
> Best regards, Ruslan.
>



--
Best regards, Ruslan.

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012






From Michael.Newland at TIMCO.aero  Thu Dec 29 14:11:54 2011
From: Michael.Newland at TIMCO.aero (Michael Newland)
Date: Thu, 29 Dec 2011 14:11:54 -0500
Subject: [rt-users] RT's custom fields support hierarchies by categorizing
	values based on the values of another custom field.
Message-ID: <C16F4789F0E26840A1F47BE7C2C209F209B0AC9A@Exchange01.TIMCO.aero>

I am setting up customized fields in RT to support our aviation company.
I have added 2 customized fields - one is called SITES and the other is
called DEPARTMENTS.  What I want to do is have the departments field
values based on what is selected from SITES.  

 

Can anyone provide any suggestions?  I am new to RT and was hoping
someone could give me a hand.

 

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From falcone at bestpractical.com  Thu Dec 29 14:29:15 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 29 Dec 2011 14:29:15 -0500
Subject: [rt-users] Help with shredder in 3.8.10
In-Reply-To: <CAP52nhPepueS1+tJ6jDkgRCrVEXYgNqHe69vX_=3TaGi9Vg20A@mail.gmail.com>
References: <CAP52nhM7JBMMbtyjg7ZTXz6_zcmA5ZF6HSx9sEHzrLL+-0rD0A@mail.gmail.com>
	<CAP52nhPepueS1+tJ6jDkgRCrVEXYgNqHe69vX_=3TaGi9Vg20A@mail.gmail.com>
Message-ID: <20111229192915.GA1077@jibsheet.com>

On Tue, Dec 27, 2011 at 02:22:57PM -0500, Dennis Comeaux wrote:
>    Ah HA!
> 
>    Use rtx-shredder 0.07, downloadable from cpan.?

rtx-shredder 0.07 is actually 4+ years old and you shouldn't be using
it against 3.8.10.

Unfortunately, a code cleanup in 3.8.10 broke what you're trying to
do.  There's a patch on 3.8-trunk which will be released in 3.8.11

You can download it and apply it manually with:
5add26c8d76d8a25626ba02ebafe0734fb34619f

-kevin

>    [root at rtrestore090327 sbin]# pwd
>    /root/RTx-Shredder-0.07/sbin
>    [root at rtrestore090327 sbin]# ./rtx-shredder --plugin help-Tickets
>    USAGE
>    ? masks
> 
>    ? ? ? If any argument is marked with keyword `mask' then it means that this
>    ? ? ? argument support two special characters:
> 
>    ? ? ? 1) `*' matches any non empty sequence of the characters. For example
>    ? ? ? `*@[1]example.com' will match any email address in `[2]example.com' domain.
> 
>    ? ? ? 2) `?' matches exactly one character. For example `????' will match any
>    ? ? ? string four characters long.
> 
>    ARGUMENTS
>    ? ? ? Arguments which all plugins support.
> 
>    ? limit - unsigned integer
> 
>    ? ? ? Allow you to limit search results. Default value is `10'.
> 
>    NAME
>    ? ? ? RTx::Shredder::Plugin::Tickets - search plugin for wiping tickets.
> 
>    ARGUMENTS
>    ? queue - queue name
> 
>    ? ? ? Search tickets only in particular queue.
> 
>    ? status - ticket status
> 
>    ? ? ? Search tickets with specified status only. 'deleted' status is also
>    ? ? ? supported.
> 
>    ? updated_before - date
> 
>    ? ? ? Search tickets that were updated before some date. Example: '2003-12-31
>    ? ? ? 23:59:59'
> 
>    [root at rtrestore090327 sbin]#
> 
>    On Tue, Dec 27, 2011 at 2:07 PM, Dennis Comeaux <[3]dennis.comeaux at gmail.com> wrote:
> 
>      I know we should be upgrading, but you know how that goes. So I am stuck on 3.8.10 and I am
>      trying to take some old restores and integrate that data into one big new server which can
>      handle the load.
> 
>      So, I have restored the data I want to a new server.? I am now trying to get that data OUT
>      of the server with the shredder command (/opt/rt3/sbin/rt-shredder).? What do I need to
>      change to get it to see the plugin?
> 
>      [root at rtarchives sbin]# ./rt-shredder --plugin list
>      Plugins list:
>      Objects
>      Users
>      Attachments
>      Summary
>      Tickets
>      SQLDump
>      [root at rtarchives sbin]# ./rt-shredder --plugin help-Tickets
>      Couldn't find plugin 'Tickets'
>      Plugins list:
>      Objects
>      Users
>      Attachments
>      Summary
>      Tickets
>      SQLDump
>      [root at rtarchives sbin]#
>      --
>      Deo Vindice
> 
>    --
>    "il n'y a pas de liberte s'il y a dependance"
>    ? ? --Theobalt
> 
> References
> 
>    Visible links
>    1. http://example.com/
>    2. http://example.com/
>    3. mailto:dennis.comeaux at gmail.com

> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012

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From ewertman at gmail.com  Thu Dec 29 15:10:44 2011
From: ewertman at gmail.com (Eric Wertman)
Date: Thu, 29 Dec 2011 15:10:44 -0500
Subject: [rt-users] Missing users in People Search
In-Reply-To: <CAO1=jnX=AJnch5hczszXo0B695DaZTcSS8Rw_KV+Nyn1P5e4Ug@mail.gmail.com>
References: <CAO1=jnX=AJnch5hczszXo0B695DaZTcSS8Rw_KV+Nyn1P5e4Ug@mail.gmail.com>
Message-ID: <CAO1=jnV7=+E+EEPjwb_v2nDpw86eZ_1GujFxPRoMwVkft-UJBA@mail.gmail.com>

Hi All, I"m using RT 3.8.4 that's connected to Active Directory for LDAP
lookups.  For the most part it works fine, except there are a subset of
users that my installation can't find.  I can't find any discernable
difference in their entries vs. ones that work.  Any tips on how I might
further troubleshoot that?  The ones I'm having trouble with don't log in
directly, but I should be able to assign them a watcher role in the People
part of the ticket.  I'm not getting any logging from that operation.  For
example, there might be 10 people named "Smith" in the company, but when I
search for "smith" I only get 8 of them.

Any tips or pointers appreciated.  Thanks!
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From ruz at bestpractical.com  Thu Dec 29 16:02:33 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 30 Dec 2011 01:02:33 +0400
Subject: [rt-users] RT's custom fields support hierarchies by
 categorizing values based on the values of another custom field.
In-Reply-To: <C16F4789F0E26840A1F47BE7C2C209F209B0AC9A@Exchange01.TIMCO.aero>
References: <C16F4789F0E26840A1F47BE7C2C209F209B0AC9A@Exchange01.TIMCO.aero>
Message-ID: <CAMOxC8ttPZRdWMMn0S96PXCj3bCctxgqJb-=9ao2jDMf6jatcg@mail.gmail.com>

On Thu, Dec 29, 2011 at 23:11, Michael Newland
<Michael.Newland at timco.aero> wrote:
> I am setting up customized fields in RT to support our aviation company.? I
> have added 2 customized fields ? one is called SITES and the other is called
> DEPARTMENTS.? What I want to do is have the departments field values based
> on what is selected from SITES.
>
>
>
> Can anyone provide any suggestions?? I am new to RT and was hoping someone
> could give me a hand.


Open departments custom field in the admin UI and pick sites in "based
on" dropdown. Save changes and assign category for every department.

>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012



-- 
Best regards, Ruslan.


From bwiese at ElementPS.com  Thu Dec 29 16:15:31 2011
From: bwiese at ElementPS.com (Brent Wiese)
Date: Thu, 29 Dec 2011 14:15:31 -0700
Subject: [rt-users] CustomField that displays users
Message-ID: <7ECD0C8955ADE149B95716B364B4D58F26CBDB91A7@EXCCR01.eps.local>

Is there a way to have a custom field be a pre-filled dropdown of all the current "privileged" users?

A subset would be even better - like members of a specific group or something unique in their user profile (like "extra info" = "QA Dept" or something).

Thanks!
Brent
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From kenn.crocker at gmail.com  Thu Dec 29 16:26:29 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Thu, 29 Dec 2011 13:26:29 -0800
Subject: [rt-users] CustomField that displays users
In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F26CBDB91A7@EXCCR01.eps.local>
References: <7ECD0C8955ADE149B95716B364B4D58F26CBDB91A7@EXCCR01.eps.local>
Message-ID: <CAOtpkah_DXzbO+Q4r+VZoioWpFrGsvepCEtbuu9GX1mCm63jyQ@mail.gmail.com>

Brent,

That's what a "User-defined" Group is. It is a subset of Privileged users
that you put in as members.

I have some code that will put all members of a group into a Custom Field.

Kenn

On Thu, Dec 29, 2011 at 1:15 PM, Brent Wiese <bwiese at elementps.com> wrote:

> Is there a way to have a custom field be a pre-filled dropdown of all the
> current ?privileged? users?****
>
> ** **
>
> A subset would be even better ? like members of a specific group or
> something unique in their user profile (like ?extra info? = ?QA Dept? or
> something).****
>
> ** **
>
> Thanks!****
>
> Brent****
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5 & 6, 2012
>
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From dhull at section9.us  Thu Dec 29 16:33:24 2011
From: dhull at section9.us (Damien Hull)
Date: Thu, 29 Dec 2011 12:33:24 -0900
Subject: [rt-users] Starman script
Message-ID: <-6039281083482832810@unknownmsgid>

Is there a good way to start RT with Starman? I'm looking for a
startup script I can place in /etc/init.d...


From jblaine at kickflop.net  Thu Dec 29 17:08:32 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 29 Dec 2011 17:08:32 -0500
Subject: [rt-users] Example of AutoCreate setting?
Message-ID: <4EFCE4E0.9060709@kickflop.net>

I'm not Perlish enough to know what a 'hashref' should
look like.

     If C<$WebExternalAuto> is set to 1, C<$AutoCreate>
     will be passed to User's Create method.  Use it to
     set defaults, such as creating Unprivileged users
     with C<{ Privileged => 0 }> This must be a hashref.

Can someone provide a literal example of the setting,
ideally for a 'least privilege' new user account?

Just

     Set($AutoCreate, { Privileged => 0 });

??



From jblaine at kickflop.net  Thu Dec 29 17:16:36 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 29 Dec 2011 17:16:36 -0500
Subject: [rt-users] No NoAuth in the mod_perl2 example for Apache?
Message-ID: <4EFCE6C4.6070703@kickflop.net>

Is there a reason there is no "NoAuth" section in the
mod_perl2 example below (from web_deployment.pod),
but there is for the other examples (FastCGI, etc).

RT Version 4.0.4

             <VirtualHost rt.example.com>
                 ### Optional apache logs for RT
                 # ErrorLog /opt/rt4/var/log/apache2.error
                 # TransferLog /opt/rt4/var/log/apache2.access
                 # LogLevel debug

                 AddDefaultCharset UTF-8

                 DocumentRoot "/opt/rt4/share/html"
                 <Location />
                     Order allow,deny
                     Allow from all

                     SetHandler modperl
                     PerlResponseHandler Plack::Handler::Apache2
                     PerlSetVar psgi_app /opt/rt4/sbin/rt-server
                 </Location>
                 <Perl>
                     use Plack::Handler::Apache2;
  Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
                 </Perl>
             </VirtualHost>



From kenn.crocker at gmail.com  Thu Dec 29 18:00:03 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Thu, 29 Dec 2011 15:00:03 -0800
Subject: [rt-users] Example of AutoCreate setting?
In-Reply-To: <4EFCE4E0.9060709@kickflop.net>
References: <4EFCE4E0.9060709@kickflop.net>
Message-ID: <CAOtpkaiXOvGMHyvJghK97XhH8TkZ=5oDrc4XcahC4xmiY2GoQQ@mail.gmail.com>

Jeff,

What you have is fine to "autocreate" Unprivileged users.

Kenn

On Thu, Dec 29, 2011 at 2:08 PM, Jeff Blaine <jblaine at kickflop.net> wrote:

> I'm not Perlish enough to know what a 'hashref' should
> look like.
>
>    If C<$WebExternalAuto> is set to 1, C<$AutoCreate>
>    will be passed to User's Create method.  Use it to
>    set defaults, such as creating Unprivileged users
>    with C<{ Privileged => 0 }> This must be a hashref.
>
> Can someone provide a literal example of the setting,
> ideally for a 'least privilege' new user account?
>
> Just
>
>    Set($AutoCreate, { Privileged => 0 });
>
> ??
>
> --------
> RT Training Sessions (http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html>
> )
> * Boston  March 5 & 6, 2012
>
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From alexmv at bestpractical.com  Thu Dec 29 21:22:38 2011
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 29 Dec 2011 21:22:38 -0500
Subject: [rt-users] Full Text Search on mysql 5.6.4 off the shelf
In-Reply-To: <CAAipLxGsjmWP=BmzK_wgJowgS0F1VPuNnR0fcTOTNYExH8PYZQ@mail.gmail.com>
References: <CAAipLxGsjmWP=BmzK_wgJowgS0F1VPuNnR0fcTOTNYExH8PYZQ@mail.gmail.com>
Message-ID: <1325211758.26360.41.camel@umgah.localdomain>

On Wed, 2011-12-28 at 13:31 -0800, Ram Moskovitz wrote:
> From the mysql 5.6.4 release notes:
> "MySQL Server 5.6.4 (Milestone Release) is a new version of the
> world's most popular open source database. "
> 
> 
> "MySQL now supports FULLTEXT indexes for InnoDB tables."
> 
> 
> http://forums.mysql.com/read.php?3,506409,506409
> 
> 
> I can't get this release onto a production box,  though it's good to
> see it's come down the pike!

I'm happy to see that it has moved from a specific development project
into the main development tree.  However, as you imply, 5.6 is still 
a development branch, and far from production ready.  For instance, RT's
test suite, running against a non-debugging 5.6.4, takes more than twice
as long as on a standard 5.1.54 install.

We've been keeping an eye on MySQL's InnoDB FULLTEXT index, though it
will require some hoop-jumping to make work properly with RT's tables.
RT's transaction contents (the Attachment table) stores text in a
LONGBLOB column, because we store binary attachments in there, as well
as text attachments.  Once the 5.6 series has matured somewhat more,
we'll take a deeper look at using its built-in FULLTEXT index natively
in RT.
 - Alex



From asanka_gunasekera at yahoo.co.uk  Thu Dec 29 23:05:26 2011
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Fri, 30 Dec 2011 04:05:26 +0000 (GMT)
Subject: [rt-users] setting up approvals on RT 4.0.1
In-Reply-To: <4EFC678E.1090400@cesca.cat>
References: <4EFC678E.1090400@cesca.cat>
Message-ID: <1325217926.62148.YahooMailNeo@web29012.mail.ird.yahoo.com>

Hi Daniel, thanks for the reply

I am using Oracle as the database and under scrips I am unable to find any entry relating to the queue 2 (_approvals)

Thanks and Regards



________________________________
 From: Daniel Garcia Mejia <dgarcia at cesca.cat>
To: asanka_gunasekera at yahoo.co.uk 
Cc: rt-users at lists.bestpractical.com 
Sent: Thursday, 29 December 2011, 18:43
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
 
Hi,

Scripts in '__Approval' queue are not visible, but you can't copy these scripts for another new approval queue that you create with MYSQL. Insert as 'root' user these following code:

insert into Scrips (Queue, Description, ScripCondition, ScripAction, ConditionRules, ActionRules, CustomIsApplicableCode,
CustomPrepareCode, CustomCommitCode, Stage, Template, Creator, Created, LastUpdatedBy, LastUpdated) select NEWQUEUENUM,
Description, ScripCondition, ScripAction, ConditionRules, ActionRules, CustomIsApplicableCode, CustomPrepareCode,
CustomCommitCode, Stage, Template, Creator, Created, LastUpdatedBy, LastUpdated from Scrips where Queue=2;

Where NEWQUEUENUM is the 'id' of the new Queue that you create.


Also, you can copy Templates of queue '__Approval'.

insert into Templates (Queue, Name, Description, Type, Language, TranslationOf, Content, LastUpdated, LastUpdatedBy, Creator,
Created) select NEWQUEUENUM, Name, Description, Type, Language, TranslationOf, Content, LastUpdated, LastUpdatedBy, Creator,
Created from Templates where Queue=2;


Where NEWQUEUENUM is the 'id' of the new Queue that you create.



With this, you can get a exact copy of '__Approval' queue.


Best regards,


Daniel



-- .......................................................................
? ? ? ? __
? ? ?  / /? ? ?  Daniel Garc?a Mej?a
C E / S / C A?  Portals i Repositoris
? ?  /_/? ? ? ?  Centre de Serveis Cient?fics i Acad?mics de Catalunya

Gran Capit?, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F.? 93 205 6979 - dgarcia at cesca.cat
.......................................................................
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From luciano at cpd.ufrgs.br  Fri Dec 30 07:48:30 2011
From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva)
Date: Fri, 30 Dec 2011 10:48:30 -0200
Subject: [rt-users] Sphinx fulltext index v4.0.4
References: <7288D49C0448E840B752320350AFA94E012E6CD6EB@its-hcwnem03.ds.Vanderbilt.edu><CAMOxC8vr++V3iCH9zfY3WZjieR4EJ9nQ+qaksw=A9Zr=j0ajSA@mail.gmail.com><D2FB91E6-5FB8-4D98-B6BD-D2222392C132@Vanderbilt.Edu><CAMOxC8vBmkepK3cErv7R0UPaTD2NVin9+h0R8EfXpVmFj-UAqA@mail.gmail.com><AB89257A-CA3D-4286-A19F-1DB4486D91B5@Vanderbilt.Edu><CAMOxC8twOZ4F6dwzPmZ8X=1UK8SnXWc9TOnY=55nsKgU-Wo9HA@mail.gmail.com><7288D49C0448E840B752320350AFA94E012E6CDF97@its-hcwnem03.ds.Vanderbilt.edu><CAMOxC8vxDvRWVfMFCWPPYvbLiDgQa+SUoHbGpMisap7qocoG4g@mail.gmail.com><7288D49C0448E840B752320350AFA94E012E6CE0F4@its-hcwnem03.ds.Vanderbilt.edu><CAMOxC8sLZBGn9oLA+VvWsgR11-EDAzKtXvbcXFwoAByqyshHCw@mail.gmail.com>
	<7288D49C0448E840B752320350AFA94E012E6CE110@its-hcwnem03.ds.Vanderbilt.edu>
	<87C8AADF9E20C14C811B0AFA1747DA5420CE52@filipides>
	<7288D49C0448E840B752320350AFA94E012E6CE142@its-hcwnem03.ds.Vanderbilt.edu>
Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5420CE53@filipides>

Thanks for you help!

Luciano

-----Original Message-----
From: Poulter,   Dale [mailto:dale.poulter at Vanderbilt.Edu]
Sent: Thu 12/29/2011 4:42 PM
To: Luciano Ernesto da Silva
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Sphinx fulltext index v4.0.4
 
Here is the process I used.

>From Mysql-5.5.17 source

Move the sphinx source directory msqlse (I used sphinx-2.0.2-beta)  to storage/sphinx in the source tree

cmake \
-DWITH_UNIXODBC=1 \
-DWITH_INNOBASE_STORAGE_ENGINE=1 \
-DWITH_ARCHIVE_STORAGE_ENGINE=1 \
-DWITH_SPHINX_STORAGE_ENGINE=1 \
-DDEFAULT_CHARSET=utf8 \
-DDEFAULT_COLLATION=utf8_general_ci \
-DWITH_SSL=yes


Once mysql is compiled and installed you just need to install the plugin

mysql> INSTALL PLUGIN sphinx SONAME 'ha_sphinx.so';

mysql>s elect * from mysql.plugin;

This should indicated that the sphinx plugin is installed.




-----Original Message-----
From: Luciano Ernesto da Silva [mailto:luciano at cpd.ufrgs.br]
Sent: Thursday, December 29, 2011 12:27 PM
To: Poulter, Dale
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Sphinx fulltext index v4.0.4

Hello Dale,

Can you point me how did you compiled sphinxSE with MySQL? I tryed compile MySQL 5.1.41 with sphinx, but not worked for me in Ubuntu 10.04, following instructions from Sphinx site.

Thanks


Luciano

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Poulter,   Dale
Sent: Thu 12/29/2011 1:15 PM
To: Ruslan Zakirov
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Sphinx fulltext index v4.0.4

Thanks.  I was just about to send out a note.  It appears the v4 was installed on top of the v3.8.5 instance which caused many issues.  I did a clean install and everything is working as of a few minutes ago.  Thanks again for all of your help!

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Thursday, December 29, 2011 9:14 AM
To: Poulter, Dale
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Sphinx fulltext index v4.0.4

Hi,

Looks like your RT 4 instance is installed incorrectly. Log says that RT loads libraries from RT 3.8 instance and this shouldn't happen.

On Thu, Dec 29, 2011 at 17:26, Poulter,   Dale
<dale.poulter at vanderbilt.edu> wrote:
> Here is the output from the debug log.  The mysql log did not have any errors.
>
>
> [Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of
> the /Callbacks/AssetTracker/autohandler/Default callback.  This may
> cause only one of the callbacks to run.  Look for the duplicate
> Callback in your /apps/rt385/local/html
> /apps/rt385/local/plugins/RT-Authen-ExternalAuth/html
> /apps/rt385/local/plugins/RT-Extension-MergeUsers/html
> /apps/rt385/local/plugins/RT-Extension-MergeUsersHistory/html
> /apps/rt385/local/plugins/RT-Extension-MandatorySubject/html
> /apps/rt385/local/plugins/RT-Extension-SummaryByUser/html
> /apps/rt385/local/plugins/RT-Extension-MobileUI/html
> /apps/rt385/share/html
> (/apps/rt385/sbin/../lib/RT/Interface/Web/Request.pm:133)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222)
> [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined,
> falling back to deprecated defaults
> (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsGroup redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsUser redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine Object redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine GrantRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine RevokeRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine HasRight redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasGroupRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRoleRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine InvalidateACLCache
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine
> _GetPrincipalTypeForACL redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _ReferenceId
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _InitSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLLimit redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLJoin redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _OpenParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _CloseParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _close_bundle
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _parser redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine ClausesToSQL
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine FromSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine Query redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:03:56 2011] [warning]: Subroutine ClassifySQLOperation
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:03:56 2011] [warning]:   (in cleanup) Error while
> loading /apps/rt385/sbin/rt-server: Can't locate
> RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib
> /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
> . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659.
> (/apps/rt385/sbin/../lib/RT.pm:343)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine IsGroup redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine IsUser redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine Object redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine GrantRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine RevokeRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine HasRight redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasGroupRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _HasRoleRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine InvalidateACLCache
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine
> _GetPrincipalTypeForACL redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:04:01 2011] [warning]: Subroutine _ReferenceId
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _InitSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _SQLLimit redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _SQLJoin redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _OpenParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _CloseParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _close_bundle
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine _parser redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine ClausesToSQL
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine FromSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine Query redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:04:02 2011] [warning]: Subroutine ClassifySQLOperation
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:04:02 2011] [warning]:   (in cleanup) Error while
> loading /apps/rt385/sbin/rt-server: Can't locate
> RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib
> /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
> . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659.
> (/apps/rt385/sbin/../lib/RT.pm:343)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine IsGroup redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine IsUser redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine Object redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine GrantRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine RevokeRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine HasRight redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasRight redefined
> at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasGroupRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _HasRoleRight
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine InvalidateACLCache
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine
> _GetPrincipalTypeForACL redefined at
> /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _ReferenceId
> redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573.
> (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _InitSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _SQLLimit redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _SQLJoin redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _OpenParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _CloseParen redefined
> at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:109)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _close_bundle
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 140. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:140)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine _parser redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 171.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:171)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine ClausesToSQL
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 247. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:247)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine FromSQL redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 282.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:282)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine Query redefined at
> /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 348.
> (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:348)
> [Thu Dec 29 13:04:07 2011] [warning]: Subroutine ClassifySQLOperation
> redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
> 365. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:365)
> [Thu Dec 29 13:04:07 2011] [warning]:   (in cleanup) Error while
> loading /apps/rt385/sbin/rt-server: Can't locate
> RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /apps/rt385/sbin/../local/lib /apps/rt385/sbin/../lib
> /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
> . /opt/pkgs/apache-2.2.15) at /apps/rt385/sbin/../lib/RT.pm line 659.
> (/apps/rt385/sbin/../lib/RT.pm:343)
>
>
>
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
> Behalf Of Ruslan Zakirov
> Sent: Friday, December 23, 2011 11:27 AM
> To: Poulter, Dale
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
>
> Hi,
>
> Looks good. Move on to SQL log and debug log.
>
> On Fri, Dec 23, 2011 at 21:13, Poulter,   Dale
> <dale.poulter at vanderbilt.edu> wrote:
>> Here is the output.  Thanks.
>>
>> mysql> show create table AttachmentsIndex;
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> | Table            | Create Table
>> | |
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> | AttachmentsIndex | CREATE TABLE `AttachmentsIndex` (
>>  `id` int(10) unsigned NOT NULL,
>>  `weight` int(11) NOT NULL,
>>  `query` varchar(3072) NOT NULL,
>>  KEY `query` (`query`(1024))
>> ) ENGINE=SPHINX DEFAULT CHARSET=utf8
>> CONNECTION='sphinx://localhost:9312/rt' |
>> +------------------+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+
>> 1 row in set (0.00 sec)
>>
>> -----Original Message-----
>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
>> Behalf Of Ruslan Zakirov
>> Sent: Friday, December 23, 2011 8:56 AM
>> To: Poulter, Dale
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Sphinx fulltext index v4.0.4
>>
>> On Fri, Dec 23, 2011 at 18:47, Poulter,   Dale
>> <dale.poulter at vanderbilt.edu> wrote:
>>> Correct.  The index and table seems to have been created.  One strange item is that the attatchmentindex table in MySQL is empty. Thanks for your help.
>>
>> It's sort of empty as it's dynamic. It's a special table that connects mysql to sphinx. Run 'show create table AttachmentsIndex' and send us output.
>>
>>>
>>>
>>> Sent from iphone
>>>
>>>
>>> On Dec 23, 2011, at 8:29 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>
>>>> On Fri, Dec 23, 2011 at 18:22, Poulter,   Dale
>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>> I actually tried with and without the fulltext without any success.
>>>>
>>>> It's hard to say what went wrong. Just for clarification, you've
>>>> created required tables with a script, configured RT's config,
>>>> configured sphinx, setup indexer that puts data into sphinx index.
>>>> Right?
>>>>
>>>> To diagnose this start with RT's debug log. Enable logging of SQL
>>>> statements in RT. Use command line sphinx client to make sure data
>>>> is in the index. At this moment we don't have any info to help you.
>>>>
>>>>> Sent from iphone
>>>>>
>>>>>
>>>>> On Dec 23, 2011, at 3:09 AM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>>>>>
>>>>>> On Thu, Dec 15, 2011 at 17:32, Poulter,   Dale
>>>>>> <dale.poulter at vanderbilt.edu> wrote:
>>>>>>> However,  Request Tracker does not seem to be searching the index.
>>>>>>> If we search for any term that is only in the contents of the
>>>>>>> ticket and not the header we do not get any hits.  We do get
>>>>>>> hits for terms in the ticket header though.  If I search sphinx
>>>>>>> directly for a term everything works correctly.  It seems as if
>>>>>>> RT is not searching Sphinx.  Have I missed a step in the setup process?  Any assistance will be appreciated.  Thanks.
>>>>>>
>>>>>> How do you search? It's still required to use fulltext:x in
>>>>>> simple search and Content in the query builder.
>>>>>>
>>>>>> --
>>>>>> Best regards, Ruslan.
>>>>>>
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> Best regards, Ruslan.
>>>>
>>>
>>> --------
>>> RT Training Sessions
>>> (http://bestpractical.com/services/training.html)
>>> * Boston  March 5 & 6, 2012
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
>
> --
> Best regards, Ruslan.
>



--
Best regards, Ruslan.

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012







From robert.wysocki at contium.pl  Fri Dec 30 08:08:12 2011
From: robert.wysocki at contium.pl (Robert Wysocki)
Date: Fri, 30 Dec 2011 14:08:12 +0100
Subject: [rt-users] Scrip to notify specific requestors
Message-ID: <1325250492.1969.110.camel@rmwysocki>

Hi,

I would like to achieve configuration allowing me to send out a
notification about something (ticket state change to be specific) only
to requestors matching regexp.
Is it possible to do that in a custom scrip action?
The real question is are the templates processed per-requestor or is the
templated processed once for all requestors?

Regards,
-- 
Robert Wysocki
CONTIUM S.A., http://www.contium.pl



From jblaine at kickflop.net  Fri Dec 30 10:01:54 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Fri, 30 Dec 2011 10:01:54 -0500
Subject: [rt-users] Unexpected "CC" stuff in 4.0.4
Message-ID: <4EFDD262.6030200@kickflop.net>

I'm a little confused about something in RT 4.0.4.  If
I do the following:

1. Create new ticket

2. Reply via email to that ticket and add foo at bar.com
    as an *email* CC

RT does the following:

1. Starts including foo at bar.com on replies (expected)

2. Display.html : Does not show foo at bar.com as a "CC".  This
    is very problematic for us, as people end up "on" the ticket
    and we cannot readily see that.  (UNEXPECTED)

3. ModifyPeople.html : shows the following, abbreviated below
    for simplicity (UNEXPECTED)

                                         Cc: none

        Add new watchers:
        Type           Email
        [-     ]       [ foo at bar.com ]
        [-     ]       [             ]
        [-     ]       [             ]

Is all of this expected behavior for 4.0.4?  Can anyone
explain some of the rationale?


From ruz at bestpractical.com  Fri Dec 30 14:12:17 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 30 Dec 2011 23:12:17 +0400
Subject: [rt-users] Unexpected "CC" stuff in 4.0.4
In-Reply-To: <4EFDD262.6030200@kickflop.net>
References: <4EFDD262.6030200@kickflop.net>
Message-ID: <CAMOxC8tN66Vbu4ag=RNJ3qBqdwnNKW5stcrF=Pj+doSiKTEogg@mail.gmail.com>

Hi Jeff,

Sounds more like local customization. RT doesn't parse follow up
messages for Cc addresses. Out of the box RT has option to parse Cc
addresses in new tickets only, but not in replies.

On Fri, Dec 30, 2011 at 19:01, Jeff Blaine <jblaine at kickflop.net> wrote:
> I'm a little confused about something in RT 4.0.4. ?If
> I do the following:
>
> 1. Create new ticket
>
> 2. Reply via email to that ticket and add foo at bar.com
> ? as an *email* CC
>
> RT does the following:
>
> 1. Starts including foo at bar.com on replies (expected)
>
> 2. Display.html : Does not show foo at bar.com as a "CC". ?This
> ? is very problematic for us, as people end up "on" the ticket
> ? and we cannot readily see that. ?(UNEXPECTED)
>
> 3. ModifyPeople.html : shows the following, abbreviated below
> ? for simplicity (UNEXPECTED)
>
> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?Cc: none
>
> ? ? ? Add new watchers:
> ? ? ? Type ? ? ? ? ? Email
> ? ? ? [- ? ? ] ? ? ? [ foo at bar.com ]
> ? ? ? [- ? ? ] ? ? ? [ ? ? ? ? ? ? ]
> ? ? ? [- ? ? ] ? ? ? [ ? ? ? ? ? ? ]
>
> Is all of this expected behavior for 4.0.4? ?Can anyone
> explain some of the rationale?
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From jblaine at kickflop.net  Fri Dec 30 14:19:28 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Fri, 30 Dec 2011 14:19:28 -0500
Subject: [rt-users] Unexpected "CC" stuff in 4.0.4
In-Reply-To: <CAMOxC8tN66Vbu4ag=RNJ3qBqdwnNKW5stcrF=Pj+doSiKTEogg@mail.gmail.com>
References: <4EFDD262.6030200@kickflop.net>
	<CAMOxC8tN66Vbu4ag=RNJ3qBqdwnNKW5stcrF=Pj+doSiKTEogg@mail.gmail.com>
Message-ID: <4EFE0EC0.3060607@kickflop.net>

On 12/30/2011 2:12 PM, Ruslan Zakirov wrote:
> Hi Jeff,
>
> Sounds more like local customization. RT doesn't parse follow up
> messages for Cc addresses. Out of the box RT has option to parse Cc
> addresses in new tickets only, but not in replies.

That's puzzling then, because we have zero files under
/rt/local, no extensions installed, and completely stock
Scrips.

> On Fri, Dec 30, 2011 at 19:01, Jeff Blaine<jblaine at kickflop.net>  wrote:
>> I'm a little confused about something in RT 4.0.4.  If
>> I do the following:
>>
>> 1. Create new ticket
>>
>> 2. Reply via email to that ticket and add foo at bar.com
>>    as an *email* CC
>>
>> RT does the following:
>>
>> 1. Starts including foo at bar.com on replies (expected)
>>
>> 2. Display.html : Does not show foo at bar.com as a "CC".  This
>>    is very problematic for us, as people end up "on" the ticket
>>    and we cannot readily see that.  (UNEXPECTED)
>>
>> 3. ModifyPeople.html : shows the following, abbreviated below
>>    for simplicity (UNEXPECTED)
>>
>>                                         Cc: none
>>
>>        Add new watchers:
>>        Type           Email
>>        [-     ]       [ foo at bar.com ]
>>        [-     ]       [             ]
>>        [-     ]       [             ]
>>
>> Is all of this expected behavior for 4.0.4?  Can anyone
>> explain some of the rationale?
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston  March 5&  6, 2012
>
>
>


From dhull at section9.us  Fri Dec 30 14:25:45 2011
From: dhull at section9.us (Damien Hull)
Date: Fri, 30 Dec 2011 10:25:45 -0900
Subject: [rt-users] Queues
Message-ID: <-2632429896301807605@unknownmsgid>

I'm trying to configure RT for an IT consulting business. I need to
know what company / client submitted the ticket.

1. If they submit a ticket by email, will I be able to tell what
company that's from?

2. Should I create a queue for each company / client?

This is my first time working with RT.


From ruz at bestpractical.com  Fri Dec 30 15:26:10 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 31 Dec 2011 00:26:10 +0400
Subject: [rt-users] Unexpected "CC" stuff in 4.0.4
In-Reply-To: <4EFE0EC0.3060607@kickflop.net>
References: <4EFDD262.6030200@kickflop.net>
	<CAMOxC8tN66Vbu4ag=RNJ3qBqdwnNKW5stcrF=Pj+doSiKTEogg@mail.gmail.com>
	<4EFE0EC0.3060607@kickflop.net>
Message-ID: <CAMOxC8uU_ej+LqjEgCoDyA8y-g2F3acc0dXbRRPf5Xuev6Wd+Q@mail.gmail.com>

On Fri, Dec 30, 2011 at 23:19, Jeff Blaine <jblaine at kickflop.net> wrote:
> On 12/30/2011 2:12 PM, Ruslan Zakirov wrote:
>>
>> Hi Jeff,
>>
>> Sounds more like local customization. RT doesn't parse follow up
>> messages for Cc addresses. Out of the box RT has option to parse Cc
>> addresses in new tickets only, but not in replies.
>
>
> That's puzzling then, because we have zero files under
> /rt/local, no extensions installed, and completely stock
> Scrips.

Then it's not RT started Ccing that third party person, but most
probably people pick him on reply. RT saves emails it sends out, you
can view it and from headers figure out what happened.

May be somebody added him as Cc and then removed from Cc.

>
>
>> On Fri, Dec 30, 2011 at 19:01, Jeff Blaine<jblaine at kickflop.net> ?wrote:
>>>
>>> I'm a little confused about something in RT 4.0.4. ?If
>>> I do the following:
>>>
>>> 1. Create new ticket
>>>
>>> 2. Reply via email to that ticket and add foo at bar.com
>>> ? as an *email* CC
>>>
>>> RT does the following:
>>>
>>> 1. Starts including foo at bar.com on replies (expected)
>>>
>>> 2. Display.html : Does not show foo at bar.com as a "CC". ?This
>>> ? is very problematic for us, as people end up "on" the ticket
>>> ? and we cannot readily see that. ?(UNEXPECTED)
>>>
>>> 3. ModifyPeople.html : shows the following, abbreviated below
>>> ? for simplicity (UNEXPECTED)
>>>
>>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?Cc: none
>>>
>>> ? ? ? Add new watchers:
>>> ? ? ? Type ? ? ? ? ? Email
>>> ? ? ? [- ? ? ] ? ? ? [ foo at bar.com ]
>>> ? ? ? [- ? ? ] ? ? ? [ ? ? ? ? ? ? ]
>>> ? ? ? [- ? ? ] ? ? ? [ ? ? ? ? ? ? ]
>>>
>>> Is all of this expected behavior for 4.0.4? ?Can anyone
>>> explain some of the rationale?
>>> --------
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> * Boston ?March 5& ?6, 2012
>>
>>
>>
>>
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Dec 30 15:29:41 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 31 Dec 2011 00:29:41 +0400
Subject: [rt-users] Scrip to notify specific requestors
In-Reply-To: <1325250492.1969.110.camel@rmwysocki>
References: <1325250492.1969.110.camel@rmwysocki>
Message-ID: <CAMOxC8u=TN86Rb+x9TvbFJCBeiJnS8cAE_TJE6eEoSCL6LeNtA@mail.gmail.com>

On Fri, Dec 30, 2011 at 17:08, Robert Wysocki <robert.wysocki at contium.pl> wrote:
> Hi,
>
> I would like to achieve configuration allowing me to send out a
> notification about something (ticket state change to be specific) only
> to requestors matching regexp.
> Is it possible to do that in a custom scrip action?

With module (file) based scrip action that inherits from Notify.pm and
overrides SetRecipients method.

> The real question is are the templates processed per-requestor or is the
> templated processed once for all requestors?

Template processed once for all requestors.

>
> Regards,
> --
> Robert Wysocki
> CONTIUM S.A., http://www.contium.pl
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Dec 30 16:09:54 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 31 Dec 2011 01:09:54 +0400
Subject: [rt-users] Starman script
In-Reply-To: <-6039281083482832810@unknownmsgid>
References: <-6039281083482832810@unknownmsgid>
Message-ID: <CAMOxC8vXxmDZqEXmApUKBUm9dSu+0gG18+1Cr=wk0n6CUXo_jg@mail.gmail.com>

On Fri, Dec 30, 2011 at 01:33, Damien Hull <dhull at section9.us> wrote:
> Is there a good way to start RT with Starman? I'm looking for a
> startup script I can place in /etc/init.d...

http://groups.google.com/group/psgi-plack/browse_thread/thread/7f57cc48fdc49c0a?pli=1


> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ?March 5 & 6, 2012



-- 
Best regards, Ruslan.


From jblaine at kickflop.net  Fri Dec 30 16:23:13 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Fri, 30 Dec 2011 16:23:13 -0500
Subject: [rt-users] Unexpected "CC" stuff in 4.0.4
In-Reply-To: <CAMOxC8uU_ej+LqjEgCoDyA8y-g2F3acc0dXbRRPf5Xuev6Wd+Q@mail.gmail.com>
References: <4EFDD262.6030200@kickflop.net>
	<CAMOxC8tN66Vbu4ag=RNJ3qBqdwnNKW5stcrF=Pj+doSiKTEogg@mail.gmail.com>
	<4EFE0EC0.3060607@kickflop.net>
	<CAMOxC8uU_ej+LqjEgCoDyA8y-g2F3acc0dXbRRPf5Xuev6Wd+Q@mail.gmail.com>
Message-ID: <4EFE2BC1.3020901@kickflop.net>

> Then it's not RT started Ccing that third party person, but most
> probably people pick him on reply. RT saves emails it sends out, you
> can view it and from headers figure out what happened.
>
> May be somebody added him as Cc and then removed from Cc.

I'm doing all the testing.  This is not some random weird
message from someone.

I made a new ticket to our-rt at our-rt-host.our.org with NO
CCs.

I got the autoreply.

I used email to reply to it, and ADDED a CC of foo at bar.com
in my mail program.

RT then shows:
==============================================================

                                Current watchers

                                    Requestors:
                                        Blaine, Charles J.

                                    Cc:
                                        none

   Add new watchers
   Type             Email
   [-        ]      [ foo at bar.com ]     <------ THIS SHOWS UP
   [-        ]      [             ]
   [-        ]      [             ]

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

I can reproduce this scenario at will.


From ruz at bestpractical.com  Fri Dec 30 16:29:09 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 31 Dec 2011 01:29:09 +0400
Subject: [rt-users] Unexpected "CC" stuff in 4.0.4
In-Reply-To: <4EFE2BC1.3020901@kickflop.net>
References: <4EFDD262.6030200@kickflop.net>
	<CAMOxC8tN66Vbu4ag=RNJ3qBqdwnNKW5stcrF=Pj+doSiKTEogg@mail.gmail.com>
	<4EFE0EC0.3060607@kickflop.net>
	<CAMOxC8uU_ej+LqjEgCoDyA8y-g2F3acc0dXbRRPf5Xuev6Wd+Q@mail.gmail.com>
	<4EFE2BC1.3020901@kickflop.net>
Message-ID: <CAMOxC8t+MJFrPvpxYqe8WqZVLu+fk0qLqQ=rUpjPKExGi+MXiQ@mail.gmail.com>

Hi,

You use "one time recipients" box that RT presents on reply page,
right? As question mentions
it's one time thing for particular reply.

On Sat, Dec 31, 2011 at 01:23, Jeff Blaine <jblaine at kickflop.net> wrote:
>> Then it's not RT started Ccing that third party person, but most
>> probably people pick him on reply. RT saves emails it sends out, you
>> can view it and from headers figure out what happened.
>>
>> May be somebody added him as Cc and then removed from Cc.
>
>
> I'm doing all the testing. ?This is not some random weird
> message from someone.
>
> I made a new ticket to our-rt at our-rt-host.our.org with NO
> CCs.
>
> I got the autoreply.
>
> I used email to reply to it, and ADDED a CC of foo at bar.com
> in my mail program.
>
> RT then shows:
> ==============================================================
>
> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Current watchers
>
> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Requestors:
> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Blaine, Charles J.
>
>
> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Cc:
> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? none
>
> ?Add new watchers
> ?Type ? ? ? ? ? ? Email
> ?[- ? ? ? ?] ? ? ?[ foo at bar.com ] ? ? <------ THIS SHOWS UP
> ?[- ? ? ? ?] ? ? ?[ ? ? ? ? ? ? ]
> ?[- ? ? ? ?] ? ? ?[ ? ? ? ? ? ? ]
>
> ==============================================================
>
> I can reproduce this scenario at will.



-- 
Best regards, Ruslan.

From jblaine at kickflop.net  Fri Dec 30 16:33:21 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Fri, 30 Dec 2011 16:33:21 -0500
Subject: [rt-users] Unexpected "CC" stuff in 4.0.4
In-Reply-To: <CAMOxC8t+MJFrPvpxYqe8WqZVLu+fk0qLqQ=rUpjPKExGi+MXiQ@mail.gmail.com>
References: <4EFDD262.6030200@kickflop.net>
	<CAMOxC8tN66Vbu4ag=RNJ3qBqdwnNKW5stcrF=Pj+doSiKTEogg@mail.gmail.com>
	<4EFE0EC0.3060607@kickflop.net>
	<CAMOxC8uU_ej+LqjEgCoDyA8y-g2F3acc0dXbRRPf5Xuev6Wd+Q@mail.gmail.com>
	<4EFE2BC1.3020901@kickflop.net>
	<CAMOxC8t+MJFrPvpxYqe8WqZVLu+fk0qLqQ=rUpjPKExGi+MXiQ@mail.gmail.com>
Message-ID: <4EFE2E21.8010808@kickflop.net>

On 12/30/2011 4:29 PM, Ruslan Zakirov wrote:
> Hi,
>
> You use "one time recipients" box that RT presents on reply page,
> right? As question mentions
> it's one time thing for particular reply.

Nope.  I don't check any of those.  The addresses show
as selectable checkboxes for 'adding'.  I don't touch
them.

I enter "foo" as new ticket info.  I submit.

All of these NON CC people get the correspondence email
from RT saying "foo"

> On Sat, Dec 31, 2011 at 01:23, Jeff Blaine<jblaine at kickflop.net>  wrote:
>>> Then it's not RT started Ccing that third party person, but most
>>> probably people pick him on reply. RT saves emails it sends out, you
>>> can view it and from headers figure out what happened.
>>>
>>> May be somebody added him as Cc and then removed from Cc.
>>
>>
>> I'm doing all the testing.  This is not some random weird
>> message from someone.
>>
>> I made a new ticket to our-rt at our-rt-host.our.org with NO
>> CCs.
>>
>> I got the autoreply.
>>
>> I used email to reply to it, and ADDED a CC of foo at bar.com
>> in my mail program.
>>
>> RT then shows:
>> ==============================================================
>>
>>                                Current watchers
>>
>>                                    Requestors:
>>                                        Blaine, Charles J.
>>
>>
>>                                    Cc:
>>                                        none
>>
>>   Add new watchers
>>   Type             Email
>>   [-        ]      [ foo at bar.com ]<------ THIS SHOWS UP
>>   [-        ]      [             ]
>>   [-        ]      [             ]
>>
>> ==============================================================
>>
>> I can reproduce this scenario at will.
>
>
>


From jblaine at kickflop.net  Fri Dec 30 17:28:18 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Fri, 30 Dec 2011 17:28:18 -0500
Subject: [rt-users] What happened to <blank> for columns?
Message-ID: <4EFE3B02.7080900@kickflop.net>

I no longer see a selectable "<blank>" option for column
display.  We used this previously to, obviously, pad the
search results for readability.

(4.0.4)


From kenn.crocker at gmail.com  Fri Dec 30 17:33:08 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Fri, 30 Dec 2011 14:33:08 -0800
Subject: [rt-users] What happened to <blank> for columns?
In-Reply-To: <4EFE3B02.7080900@kickflop.net>
References: <4EFE3B02.7080900@kickflop.net>
Message-ID: <CAOtpkah+f-+ZfPO7YOZpRCOk-tdvNj+1u_uO8YREyX853Osvsw@mail.gmail.com>

Jeff,

You can modify your default search results display in the RT_SiteConfig.pm
file in home/etc.

Kenn

On Fri, Dec 30, 2011 at 2:28 PM, Jeff Blaine <jblaine at kickflop.net> wrote:

> I no longer see a selectable "<blank>" option for column
> display.  We used this previously to, obviously, pad the
> search results for readability.
>
> (4.0.4)
> --------
> RT Training Sessions (http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html>
> )
> * Boston  March 5 & 6, 2012
>
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From jblaine at kickflop.net  Fri Dec 30 17:48:23 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Fri, 30 Dec 2011 17:48:23 -0500
Subject: [rt-users] What happened to <blank> for columns?
In-Reply-To: <CAOtpkah+f-+ZfPO7YOZpRCOk-tdvNj+1u_uO8YREyX853Osvsw@mail.gmail.com>
References: <4EFE3B02.7080900@kickflop.net>
	<CAOtpkah+f-+ZfPO7YOZpRCOk-tdvNj+1u_uO8YREyX853Osvsw@mail.gmail.com>
Message-ID: <4EFE3FB7.8020901@kickflop.net>

On 12/30/2011 5:33 PM, Kenneth Crocker wrote:
> Jeff,
>
> You can modify your default search results display in the
> RT_SiteConfig.pm file in home/etc.

Kenn,

I want any user to be able to use <blank> to construct
their search results as they want, not just set the
default search result format.

> On Fri, Dec 30, 2011 at 2:28 PM, Jeff Blaine <jblaine at kickflop.net
> <mailto:jblaine at kickflop.net>> wrote:
>
>     I no longer see a selectable "<blank>" option for column
>     display.  We used this previously to, obviously, pad the
>     search results for readability.
>
>     (4.0.4)
>     --------
>     RT Training Sessions
>     (http://bestpractical.com/__services/training.html
>     <http://bestpractical.com/services/training.html>)
>     * Boston  March 5 & 6, 2012
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ? March 5&  6, 2012


From kenn.crocker at gmail.com  Sat Dec 31 03:01:05 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Sat, 31 Dec 2011 00:01:05 -0800
Subject: [rt-users] What happened to <blank> for columns?
In-Reply-To: <4EFE3FB7.8020901@kickflop.net>
References: <4EFE3B02.7080900@kickflop.net>
	<CAOtpkah+f-+ZfPO7YOZpRCOk-tdvNj+1u_uO8YREyX853Osvsw@mail.gmail.com>
	<4EFE3FB7.8020901@kickflop.net>
Message-ID: <CAOtpkahQVQdfxovhGvU7=6=vx4SU0_uaMZBamqNXgWMv=qi9jQ@mail.gmail.com>

Jeff,

That's why I suggested you change your default. If it isn't offered now,
then when you change your default, it WILL be offered to ALL users.

Kenn

On Fri, Dec 30, 2011 at 2:48 PM, Jeff Blaine <jblaine at kickflop.net> wrote:

> On 12/30/2011 5:33 PM, Kenneth Crocker wrote:
>
>> Jeff,
>>
>> You can modify your default search results display in the
>> RT_SiteConfig.pm file in home/etc.
>>
>
> Kenn,
>
> I want any user to be able to use <blank> to construct
> their search results as they want, not just set the
> default search result format.
>
>  On Fri, Dec 30, 2011 at 2:28 PM, Jeff Blaine <jblaine at kickflop.net
>> <mailto:jblaine at kickflop.net>> wrote:
>>
>>    I no longer see a selectable "<blank>" option for column
>>    display.  We used this previously to, obviously, pad the
>>    search results for readability.
>>
>>    (4.0.4)
>>    --------
>>    RT Training Sessions
>>    (http://bestpractical.com/__**services/training.html<http://bestpractical.com/__services/training.html>
>>    <http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html>
>> >)
>>    * Boston  March 5 & 6, 2012
>>
>>
>>
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html>
>> )
>> * Boston ? March 5&  6, 2012
>>
> --------
> RT Training Sessions (http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html>
> )
> * Boston  March 5 & 6, 2012
>
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From jblaine at kickflop.net  Sat Dec 31 10:14:30 2011
From: jblaine at kickflop.net (Jeff Blaine)
Date: Sat, 31 Dec 2011 10:14:30 -0500
Subject: [rt-users] What happened to <blank> for columns?
In-Reply-To: <CAOtpkahQVQdfxovhGvU7=6=vx4SU0_uaMZBamqNXgWMv=qi9jQ@mail.gmail.com>
References: <4EFE3B02.7080900@kickflop.net>
	<CAOtpkah+f-+ZfPO7YOZpRCOk-tdvNj+1u_uO8YREyX853Osvsw@mail.gmail.com>
	<4EFE3FB7.8020901@kickflop.net>
	<CAOtpkahQVQdfxovhGvU7=6=vx4SU0_uaMZBamqNXgWMv=qi9jQ@mail.gmail.com>
Message-ID: <4EFF26D6.2070401@kickflop.net>

On 12/31/2011 3:01 AM, Kenneth Crocker wrote:
> Jeff,
>
> That's why I suggested you change your default. If it isn't offered now,
> then when you change your default, it WILL be offered to ALL users.
>
> Kenn

That doesn't make a lot of sense to me.

Finally grepping around for NEWLINE, it appears the place
to define offered format string items is:

     share/html/Search/Elements/BuildFormatString

??? (see block below, with very clear stock comment line)

I'm not saying you're wrong, just that it conflicts with
your answer, and I'm confused.  I'll just play around with
both.

Thank you for the replies!

===================================================================
# ...snip...

# All the things we can display in the format string by default
my @fields = qw(
     id QueueName Subject
     Status ExtendedStatus UpdateStatus
     Type

     OwnerName Requestors Cc AdminCc CreatedBy LastUpdatedBy

     Priority InitialPriority FinalPriority

     TimeWorked TimeLeft TimeEstimated

     Starts      StartsRelative
     Started     StartedRelative
     Created     CreatedRelative
     LastUpdated LastUpdatedRelative
     Told        ToldRelative
     Due         DueRelative
     Resolved    ResolvedRelative

     RefersTo    ReferredToBy
     DependsOn   DependedOnBy
     MemberOf    Members
     Parents     Children

     Bookmark

     NEWLINE
); # loc_qw

# ...snip...


From jboris at adphila.org  Sat Dec 31 10:02:58 2011
From: jboris at adphila.org (John BORIS)
Date: Sat, 31 Dec 2011 10:02:58 -0500
Subject: [rt-users] Queues
Message-ID: <4EFEDF790200002B00004696@gw1.adphila.org>

Damien,
You can setup separate emails for each company and a queue for each
company. Rt-mailgate will sort the mail to the proper queue. Rt is
configurable to whatever you want.

John Boris 


>>> Damien Hull <dhull at section9.us> 12/30/11 2:25 PM >>>
I'm trying to configure RT for an IT consulting business. I need to
know what company / client submitted the ticket.

1. If they submit a ticket by email, will I be able to tell what
company that's from?

2. Should I create a queue for each company / client?

This is my first time working with RT.
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012