From cloos at netcologne.de Mon Jul 1 04:56:27 2013 From: cloos at netcologne.de (Christian Loos) Date: Mon, 01 Jul 2013 10:56:27 +0200 Subject: [rt-users] Install RT - server.cnf ? In-Reply-To: <1372449131.70459696@apps.rackspace.com> References: <1372449131.70459696@apps.rackspace.com> Message-ID: <51D1443B.2030009@netcologne.de> Am 28.06.2013 21:52, schrieb John Apodaca: > There is a great procedure for installation of RT 4. Has anyone else > used it? > > "Install Request Tracker 4" > http://binarynature.blogspot.com/2013/05/install-request-tracker-4.html > > I installed CentOS 6.4, Apache HTTP 2.2.15, and MySQL 5.6.12. > > The procedure suggests using MariaDB, but I installed the latest MySQL > for Enterprise Linux 6. > > The procedure has worked perfectly, except for Step 5.1 where it says to > modify parameters in: > /etc/my.cnf.d/server.cnf > > This file does not exist anywhere on the system. Does anyone know of an > equivalent file, or a place to add the specified parameter settings? > > > > John Apodaca > You have to create the /etc/my.cnf.d/server.cnf file. Settings in files under /etc/my.cnf.d/ override the default settings in /etc/my.cnf file. Chris From Mirko.Spuntarelli at r1spa.it Mon Jul 1 11:23:56 2013 From: Mirko.Spuntarelli at r1spa.it (Mirko Spuntarelli) Date: Mon, 1 Jul 2013 15:23:56 +0000 Subject: [rt-users] R: Custom Ticket Status and Timing In-Reply-To: <20130402195924.GF1503@jibsheet.com> References: <54147F4BBEC63749B6CBC4450DB341706B105F84@Scorpione.Roma1edp.it> <20130402195924.GF1503@jibsheet.com> Message-ID: <54147F4BBEC63749B6CBC4450DB34170702C2174@Pittore.Roma1edp.it> Good evening, I am sorry to resurrect this old message, but I have left the implementation apart to follow other tasks, but now I have to get back to RT in order to fix it. I have fixed most of the "problem" now, but I always retrieve issue with the reporting phase to retrieve the date\time when the ticket has been put in "workinprogress" state (this is the custom status value). The DB has got a transaction table, and the transactions are store there. The issue is that I cannot find the datetime when the workinprogress status is reached in the DB. In which table I can found this data. At least without scripting in perl (I am a beginner in this field, perhaps almost worse) perhaps I can fix using a join in the DB. Thank you in advance. Regards, Mirko -----Messaggio originale----- Da: Kevin Falcone [mailto:falcone at bestpractical.com] Inviato: marted? 2 aprile 2013 21:59 A: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] Custom Ticket Status and Timing On Tue, Apr 02, 2013 at 01:17:33PM +0000, Mirko Spuntarelli wrote: > I am trying to set up Request Tracker 4 and I have customized with business hours, sla and > lifecycle. All I would you like to know if is it possibile to extract timestamp for my custom > ticket status when the status has changed from a condition to another? For example: report how > many hours the ticket as been in stall, or to store the date\time the ticket has been put in > stall and then when it has been reopened. Obviously in my case, the stall condition, is a > custom Ticket Status. The picture here attached will explain it better... highlighted you will > find date\time datas I need. Those are Transactions of a Status type. You can iterate them with perl code (in fact, someone earlier today posted loops for looking through transactions during a debugging session) or you can go in the DB if that's easier to pull into an external reporting tool. -kevin From falcone at bestpractical.com Mon Jul 1 12:12:23 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 1 Jul 2013 12:12:23 -0400 Subject: [rt-users] Setup RT-Mailgate In-Reply-To: <14fd0bd965de467aac5d2b73bc4110e6@BLUPR05MB103.namprd05.prod.outlook.com> References: <219fd8fa5cb24ffaaf08ccb479c205b7@BLUPR05MB103.namprd05.prod.outlook.com> <14fd0bd965de467aac5d2b73bc4110e6@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <20130701161223.GT71184@jibsheet.com> On Fri, Jun 28, 2013 at 09:57:56PM +0000, Bryon Baker wrote: > I figured out the issue. All I have to do is run the program from the tmp directory. > > I now get the following message > > delivered to MDA_external command rt-mailgate () > > But can't find it in RT no ticket created. > I don't see where you specified what I assume is your fetchmail configuration to run rt-mailgate? You should also be reading your Apache logs to make sure that rt-mailgate is actually connecting to RT. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jul 1 12:14:20 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 1 Jul 2013 12:14:20 -0400 Subject: [rt-users] External Auth config with RT on Debian In-Reply-To: <1372447762221-54486.post@n7.nabble.com> References: <1372447762221-54486.post@n7.nabble.com> Message-ID: <20130701161420.GU71184@jibsheet.com> On Fri, Jun 28, 2013 at 12:29:22PM -0700, jsolberg wrote: > Default settings till here.... > #PLUGINS > Set( @Plugins, qw(RT::Authen::ExternalAuth)); > > #External Auth Settings > > Set($ExternalAuthPriority, [ 'My_LDAP',] ); > Set($ExternalInfoPriority, [ 'My_LDAP',] ); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); > Set($ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'server' => 'dc2.xxxxxx.com', > 'user' => 'cn=Bind > Ldap,ou=User,Logins,dc=intrepidls,dc=com', > 'pass' => 'xxxxxxx', > 'base' => 'dc=xxxx,dc=com', > 'filter' => > '(&(ObjectCategory=User)(ObjectClass=Person))', > 'd_filter' => > '(userAccountControl:1.2.840.113556.1.4.803=2)', > 'group' => 'cn=Domain > Users,ou=Groups_Security,dc=xxxxx,dc=com', > 'group_attr' => 'member', > 'tls' => 0, > 'ssl_version' => 3, > 'net_ldap_args' => [ version => 3, port => 3268 ], > 'group_scope' => 'base', > 'group_attr_value' => 'GROUP_ATTR_VALUE', > 'attr_match_list' => [ > 'Name', > 'EmailAddress', > 'RealName', > ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > }, > }, > # An example SSO cookie service > 'My_SSO_Cookie' => { > 'type' => 'cookie', > 'name' => 'loginCookieValue', > 'u_table' => 'users', > 'u_field' => 'username', > 'u_match_key' => 'userID', > 'c_table' => 'login_cookie', > 'c_field' => 'loginCookieValue', > 'c_match_key' => 'loginCookieUserID', > 'db_service_name' => 'My_MySQL' > }, > } ); > > 1; > > I then use update-rt-siteconfig to merge these settings into > RT_SiteConfig.pm. From what I read this is all correct and "Should" allow AD > accounts to log in. Here is what is logging in the apache2 error log: > > [Fri Jun 28 19:01:58 2013] [warning]: The actual HTTP_HOST (admin-rt4) does > NOT match the configured WebDomain (localhost). Perhaps you should > Set($WebDomain, 'admin-rt4'); in RT_SiteConfig.pm, otherwise your internal > links may be broken. > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194) > [Fri Jun 28 19:02:09 2013] [error]: FAILED LOGIN for jsolberg at xxxxxx.com > from 10.10.30.62 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > [Fri Jun 28 19:02:40 2013] [error]: FAILED LOGIN for jsolberg from > 10.10.30.62 ( /usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > [Fri Jun 28 19:02:52 2013] [info]: Successful login for root from > 10.10.30.62 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745) > root at admin-rt4:/usr/share/request-tracker4/lib# Navigate to Tools -> Configuration -> System Configuration and check that Plugins contains RT::Authen::ExternalAuth. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jsolberg at intrepidls.com Mon Jul 1 12:24:51 2013 From: jsolberg at intrepidls.com (Jeff Solberg) Date: Mon, 1 Jul 2013 16:24:51 +0000 Subject: [rt-users] External Auth config with RT on Debian In-Reply-To: <20130701161420.GU71184@jibsheet.com> References: <1372447762221-54486.post@n7.nabble.com> <20130701161420.GU71184@jibsheet.com> Message-ID: <66F399A5340D2E44B1D4A4672B648976DDC700@canis.intrepidls.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256 Thanks for your reply. In the sys config it shows the following under PLUGINS: Plugins [ 'RT::Authen::ExternalAuth' ] Jeff - -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, July 01, 2013 9:14 AM To: rt-users at lists.bestpractical.com Subject: [secure] Re: [rt-users] External Auth config with RT on Debian Sensitivity: Confidential * PGP Signed by an unknown key On Fri, Jun 28, 2013 at 12:29:22PM -0700, jsolberg wrote: > Default settings till here.... > #PLUGINS > Set( @Plugins, qw(RT::Authen::ExternalAuth)); > > #External Auth Settings > > Set($ExternalAuthPriority, [ 'My_LDAP',] ); Set($ExternalInfoPriority, > [ 'My_LDAP',] ); Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'server' => 'dc2.xxxxxx.com', > 'user' => 'cn=Bind > Ldap,ou=User,Logins,dc=intrepidls,dc=com', > 'pass' => 'xxxxxxx', > 'base' => 'dc=xxxx,dc=com', > 'filter' => > '(&(ObjectCategory=User)(ObjectClass=Person))', > 'd_filter' => > '(userAccountControl:1.2.840.113556.1.4.803=2)', > 'group' => 'cn=Domain > Users,ou=Groups_Security,dc=xxxxx,dc=com', > 'group_attr' => 'member', > 'tls' => 0, > 'ssl_version' => 3, > 'net_ldap_args' => [ version => 3, port => 3268 ], > 'group_scope' => 'base', > 'group_attr_value' => 'GROUP_ATTR_VALUE', > 'attr_match_list' => [ > 'Name', > 'EmailAddress', > 'RealName', > ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > }, > }, > # An example SSO cookie service > 'My_SSO_Cookie' => { > 'type' => 'cookie', > 'name' => 'loginCookieValue', > 'u_table' => 'users', > 'u_field' => 'username', > 'u_match_key' => 'userID', > 'c_table' => 'login_cookie', > 'c_field' => 'loginCookieValue', > 'c_match_key' => 'loginCookieUserID', > 'db_service_name' => 'My_MySQL' > }, > } ); > > 1; > > I then use update-rt-siteconfig to merge these settings into > RT_SiteConfig.pm. From what I read this is all correct and "Should" > allow AD accounts to log in. Here is what is logging in the apache2 error log: > > [Fri Jun 28 19:01:58 2013] [warning]: The actual HTTP_HOST (admin-rt4) > does NOT match the configured WebDomain (localhost). Perhaps you > should Set($WebDomain, 'admin-rt4'); in RT_SiteConfig.pm, otherwise > your internal links may be broken. > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194) > [Fri Jun 28 19:02:09 2013] [error]: FAILED LOGIN for > jsolberg at xxxxxx.com from 10.10.30.62 > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > [Fri Jun 28 19:02:40 2013] [error]: FAILED LOGIN for jsolberg from > 10.10.30.62 ( /usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > [Fri Jun 28 19:02:52 2013] [info]: Successful login for root from > 10.10.30.62 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745) > root at admin-rt4:/usr/share/request-tracker4/lib# Navigate to Tools -> Configuration -> System Configuration and check that Plugins contains RT::Authen::ExternalAuth. - -kevin * Unknown Key * 0x9E42250A -----BEGIN PGP SIGNATURE----- Version: PGP Universal 3.2.1 (Build 4940) Charset: us-ascii wsBVAwUBUdGtV08vfChWkpdqAQh9BQf/V16SlfqUkTqq86o9O0awLXboBVSQ17Pz SdErERPzir0sDxK6gxHbC0OYiVg8+3jLvyWEyNg8/1am68/5XCzFUezQOkYHaz07 1Tm7SCejhLNE0hmeLW7GL+Q74YK+wzyJkWZqIrMkq0+tnpFk+cs7R6g0m+Rrn0x6 W1xQYVKUyM9DQYLHXaGN6FU3scUZJEV1If1KdTxHOX3IDl6yYCI5XXYYwj/XqokH AyhYXhmihEhq/zWD657SNjO6CYJ8pH5GbXlgKeixDxO5anZ6rnjGSkFE/ekAqXip m60hYh5h/UNztNl2urdFp6SQZhewCoE3mVNvtGiG4W32we7dzXTHVw== =21Dv -----END PGP SIGNATURE----- From falcone at bestpractical.com Mon Jul 1 12:28:55 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 1 Jul 2013 12:28:55 -0400 Subject: [rt-users] External Auth config with RT on Debian In-Reply-To: <66F399A5340D2E44B1D4A4672B648976DDC700@canis.intrepidls.com> References: <1372447762221-54486.post@n7.nabble.com> <20130701161420.GU71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC700@canis.intrepidls.com> Message-ID: <20130701162855.GV71184@jibsheet.com> On Mon, Jul 01, 2013 at 04:24:51PM +0000, Jeff Solberg wrote: > > - -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > > Sent: Monday, July 01, 2013 9:14 AM > > To: rt-users at lists.bestpractical.com > > Subject: [secure] Re: [rt-users] External Auth config with RT on Debian > > Sensitivity: Confidential > > > > * PGP Signed by an unknown key > > > > On Fri, Jun 28, 2013 at 12:29:22PM -0700, jsolberg wrote: > > > Default settings till here.... > > > #PLUGINS > > > Set( @Plugins, qw(RT::Authen::ExternalAuth)); > > > > > > #External Auth Settings > > > > > > Set($ExternalAuthPriority, [ 'My_LDAP',] ); Set($ExternalInfoPriority, > > > [ 'My_LDAP',] ); Set($ExternalServiceUsesSSLorTLS, 0); > > > Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { > > > 'My_LDAP' => { > > > 'type' => 'ldap', > > > 'server' => 'dc2.xxxxxx.com', > > > 'user' => 'cn=Bind > > > Ldap,ou=User,Logins,dc=intrepidls,dc=com', > > > 'pass' => 'xxxxxxx', > > > 'base' => 'dc=xxxx,dc=com', > > > 'filter' => > > > '(&(ObjectCategory=User)(ObjectClass=Person))', > > > 'd_filter' => > > > '(userAccountControl:1.2.840.113556.1.4.803=2)', > > > 'group' => 'cn=Domain > > > Users,ou=Groups_Security,dc=xxxxx,dc=com', > > > 'group_attr' => 'member', > > > 'tls' => 0, > > > 'ssl_version' => 3, > > > 'net_ldap_args' => [ version => 3, port => 3268 ], > > > 'group_scope' => 'base', > > > 'group_attr_value' => 'GROUP_ATTR_VALUE', > > > 'attr_match_list' => [ > > > 'Name', > > > 'EmailAddress', > > > 'RealName', > > > ], > > > 'attr_map' => { > > > 'Name' => 'sAMAccountName', > > > 'EmailAddress' => 'mail', > > > 'Organization' => 'physicalDeliveryOfficeName', > > > 'RealName' => 'cn', > > > 'ExternalAuthId' => 'sAMAccountName', > > > 'Gecos' => 'sAMAccountName', > > > 'WorkPhone' => 'telephoneNumber', > > > 'Address1' => 'streetAddress', > > > 'City' => 'l', > > > 'State' => 'st', > > > 'Zip' => 'postalCode', > > > 'Country' => 'co' > > > }, > > > }, > > > # An example SSO cookie service > > > 'My_SSO_Cookie' => { > > > 'type' => 'cookie', > > > 'name' => 'loginCookieValue', > > > 'u_table' => 'users', > > > 'u_field' => 'username', > > > 'u_match_key' => 'userID', > > > 'c_table' => 'login_cookie', > > > 'c_field' => 'loginCookieValue', > > > 'c_match_key' => 'loginCookieUserID', > > > 'db_service_name' => 'My_MySQL' > > > }, > > > } ); > > > > > > 1; > > > > > > I then use update-rt-siteconfig to merge these settings into > > > RT_SiteConfig.pm. From what I read this is all correct and "Should" > > > allow AD accounts to log in. Here is what is logging in the apache2 error log: > > > > > > [Fri Jun 28 19:01:58 2013] [warning]: The actual HTTP_HOST (admin-rt4) > > > does NOT match the configured WebDomain (localhost). Perhaps you > > > should Set($WebDomain, 'admin-rt4'); in RT_SiteConfig.pm, otherwise > > > your internal links may be broken. > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194) > > > [Fri Jun 28 19:02:09 2013] [error]: FAILED LOGIN for > > > jsolberg at xxxxxx.com from 10.10.30.62 > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > > [Fri Jun 28 19:02:40 2013] [error]: FAILED LOGIN for jsolberg from > > > 10.10.30.62 ( /usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > > [Fri Jun 28 19:02:52 2013] [info]: Successful login for root from > > > 10.10.30.62 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745) > > > root at admin-rt4:/usr/share/request-tracker4/lib# > > > > Navigate to Tools -> Configuration -> System Configuration and check that Plugins contains RT::Authen::ExternalAuth. > > > Thanks for your reply. In the sys config it shows the following under PLUGINS: > > Plugins [ > 'RT::Authen::ExternalAuth' > ] Great - now go make sure your $LogToScreen is set to 'debug' and log in again. root will always be able to log in because it has a local password set, you're more concerned about getting useful debugging messages for your jsolberg user. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jsolberg at intrepidls.com Mon Jul 1 12:38:18 2013 From: jsolberg at intrepidls.com (Jeff Solberg) Date: Mon, 1 Jul 2013 16:38:18 +0000 Subject: [rt-users] External Auth config with RT on Debian In-Reply-To: <20130701162855.GV71184@jibsheet.com> References: <1372447762221-54486.post@n7.nabble.com> <20130701161420.GU71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC700@canis.intrepidls.com> <20130701162855.GV71184@jibsheet.com> Message-ID: <66F399A5340D2E44B1D4A4672B648976DDC718@canis.intrepidls.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256 Do I just add the $SetToLog options anywhere in the RT_SiteConfig.pm? - -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, July 01, 2013 9:29 AM To: rt-users at lists.bestpractical.com Subject: [secure] Re: [rt-users] External Auth config with RT on Debian Sensitivity: Confidential * PGP Signed by an unknown key On Mon, Jul 01, 2013 at 04:24:51PM +0000, Jeff Solberg wrote: > > - -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Monday, July 01, 2013 9:14 AM > > To: rt-users at lists.bestpractical.com > > Subject: [secure] Re: [rt-users] External Auth config with RT on > > Debian > > Sensitivity: Confidential > > > > > Old Signed by an unknown key > > > > On Fri, Jun 28, 2013 at 12:29:22PM -0700, jsolberg wrote: > > > Default settings till here.... > > > #PLUGINS > > > Set( @Plugins, qw(RT::Authen::ExternalAuth)); > > > > > > #External Auth Settings > > > > > > Set($ExternalAuthPriority, [ 'My_LDAP',] ); > > > Set($ExternalInfoPriority, [ 'My_LDAP',] ); > > > Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { > > > 'My_LDAP' => { > > > 'type' => 'ldap', > > > 'server' => 'dc2.xxxxxx.com', > > > 'user' => 'cn=Bind > > > Ldap,ou=User,Logins,dc=intrepidls,dc=com', > > > 'pass' => 'xxxxxxx', > > > 'base' => 'dc=xxxx,dc=com', > > > 'filter' => > > > '(&(ObjectCategory=User)(ObjectClass=Person))', > > > 'd_filter' => > > > '(userAccountControl:1.2.840.113556.1.4.803=2)', > > > 'group' => 'cn=Domain > > > Users,ou=Groups_Security,dc=xxxxx,dc=com', > > > 'group_attr' => 'member', > > > 'tls' => 0, > > > 'ssl_version' => 3, > > > 'net_ldap_args' => [ version => 3, port => 3268 ], > > > 'group_scope' => 'base', > > > 'group_attr_value' => 'GROUP_ATTR_VALUE', > > > 'attr_match_list' => [ > > > 'Name', > > > 'EmailAddress', > > > 'RealName', > > > ], > > > 'attr_map' => { > > > 'Name' => 'sAMAccountName', > > > 'EmailAddress' => 'mail', > > > 'Organization' => 'physicalDeliveryOfficeName', > > > 'RealName' => 'cn', > > > 'ExternalAuthId' => 'sAMAccountName', > > > 'Gecos' => 'sAMAccountName', > > > 'WorkPhone' => 'telephoneNumber', > > > 'Address1' => 'streetAddress', > > > 'City' => 'l', > > > 'State' => 'st', > > > 'Zip' => 'postalCode', > > > 'Country' => 'co' > > > }, > > > }, > > > # An example SSO cookie service > > > 'My_SSO_Cookie' => { > > > 'type' => 'cookie', > > > 'name' => 'loginCookieValue', > > > 'u_table' => 'users', > > > 'u_field' => 'username', > > > 'u_match_key' => 'userID', > > > 'c_table' => 'login_cookie', > > > 'c_field' => 'loginCookieValue', > > > 'c_match_key' => 'loginCookieUserID', > > > 'db_service_name' => 'My_MySQL' > > > }, > > > } ); > > > > > > 1; > > > > > > I then use update-rt-siteconfig to merge these settings into > > > RT_SiteConfig.pm. From what I read this is all correct and "Should" > > > allow AD accounts to log in. Here is what is logging in the apache2 error log: > > > > > > [Fri Jun 28 19:01:58 2013] [warning]: The actual HTTP_HOST > > > (admin-rt4) does NOT match the configured WebDomain (localhost). > > > Perhaps you should Set($WebDomain, 'admin-rt4'); in > > > RT_SiteConfig.pm, otherwise your internal links may be broken. > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194) > > > [Fri Jun 28 19:02:09 2013] [error]: FAILED LOGIN for > > > jsolberg at xxxxxx.com from 10.10.30.62 > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > > [Fri Jun 28 19:02:40 2013] [error]: FAILED LOGIN for jsolberg from > > > 10.10.30.62 ( > > > /usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > > [Fri Jun 28 19:02:52 2013] [info]: Successful login for root from > > > 10.10.30.62 > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745) > > > root at admin-rt4:/usr/share/request-tracker4/lib# > > > > Navigate to Tools -> Configuration -> System Configuration and check that Plugins contains RT::Authen::ExternalAuth. > > > Thanks for your reply. In the sys config it shows the following under PLUGINS: > > Plugins [ > 'RT::Authen::ExternalAuth' > ] Great - now go make sure your $LogToScreen is set to 'debug' and log in again. root will always be able to log in because it has a local password set, you're more concerned about getting useful debugging messages for your jsolberg user. - -kevin * Unknown Key * 0x9E42250A -----BEGIN PGP SIGNATURE----- Version: PGP Universal 3.2.1 (Build 4940) Charset: us-ascii wsBVAwUBUdGwfU8vfChWkpdqAQgoxgf+IW3MwbDxATCMSx7dEOEgPjjTY2ZfJD0z 7Ez7SM+J0ke7+ljDhRYkZC7uMX2XF9O1N1JY1mv1O390ECPNUmXegDd54gmp7KHh Er9zx6AT77ZavXpf43nwGFty4pmlQfDRf5YfhDWJu8qQe+MivSHLbqw50JDKHNYe /R3A3DwC20Eukc76AQUpKJxDQrxL7mty8BxEaOgXquPl/S8JUWbJTpuTvL1cLoG5 yyfRECXvxrCYQKwttst5iaEQlPZ3zu0ja+sE10+dwdEW9oYC6/RBHlus3fASJxVj siDp0h56GDQFDmgCm0oMVRQEh5kPMu01U4PP2TA+X66rKFSQyl69ng== =4cdn -----END PGP SIGNATURE----- From bbaker at copesan.com Mon Jul 1 12:26:07 2013 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 1 Jul 2013 16:26:07 +0000 Subject: [rt-users] Setup RT-Mailgate In-Reply-To: <20130701161223.GT71184@jibsheet.com> References: <219fd8fa5cb24ffaaf08ccb479c205b7@BLUPR05MB103.namprd05.prod.outlook.com> <14fd0bd965de467aac5d2b73bc4110e6@BLUPR05MB103.namprd05.prod.outlook.com> <20130701161223.GT71184@jibsheet.com> Message-ID: I am getting the following message when getting mail. delivered to MDA_external command rt-mailgate () I cannot find any new tickets. I do not appear to have connect messages in the apache logs. What do I need to check next? Here is my get mail log Getmail config [retriever] type = SimpleIMAPSSLRetriever server = imap.gmail.com port = 993 username = testxxxxxx at gmail.com password = xxxxxxxxxx mailboxes = ('INBOX',) [destination] type = MDA_external path = /usr/bin/rt-mailgate user = rtuser group = rtgroup arguments = ("--url", "http://localhost/rt", "--queue", "IT Support", "--action", "correspond",) [options] read_all = false delete = false received = false delivered_to = false message_log = /var/log/request-tracker/mvmail.log Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, July 01, 2013 11:12 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Setup RT-Mailgate On Fri, Jun 28, 2013 at 09:57:56PM +0000, Bryon Baker wrote: > I figured out the issue. All I have to do is run the program from the tmp directory. > > I now get the following message > > delivered to MDA_external command rt-mailgate () > > But can't find it in RT no ticket created. > I don't see where you specified what I assume is your fetchmail configuration to run rt-mailgate? You should also be reading your Apache logs to make sure that rt-mailgate is actually connecting to RT. -kevin From jsolberg at intrepidls.com Mon Jul 1 13:59:53 2013 From: jsolberg at intrepidls.com (Jeff Solberg) Date: Mon, 1 Jul 2013 17:59:53 +0000 Subject: [rt-users] External Auth config with RT on Debian In-Reply-To: <20130701162855.GV71184@jibsheet.com> References: <1372447762221-54486.post@n7.nabble.com> <20130701161420.GU71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC700@canis.intrepidls.com> <20130701162855.GV71184@jibsheet.com> Message-ID: <66F399A5340D2E44B1D4A4672B648976DDC7D1@canis.intrepidls.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256 Added the following to my site config: #logging Set($LogToSyslog , ''); Set($LogToScreen , 'debug'); Set($LogToFile , 'debug'); Set($LogDir, '/var/log/request-tracker4'); Set($LogToFileNamed , "rt.log"); #log to rt.log # end /etc/request-tracker4/RT_SiteConfig.d/logging And restarted apache2, I tried to log in with domain account and this is what is being logged to rt.log root at admin-rt4:/var/log/request-tracker4# cat rt.log [Mon Jul 1 17:47:43 2013] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/usr/share/request-tracker4/lib/RT/Config.pm:454) [Mon Jul 1 17:47:43 2013] [warning]: The actual HTTP_HOST (admin-rt4) does NOT match the configured WebDomain (localhost). Perhaps you should Set($WebDomain, 'admin-rt4'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194) [Mon Jul 1 17:47:50 2013] [error]: FAILED LOGIN for jsolberg from 10.10.30.63 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) [Mon Jul 1 17:49:46 2013] [info]: Successful login for root from 10.10.30.63 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745) [Mon Jul 1 17:53:05 2013] [error]: FAILED LOGIN for jsolberg at xxxxx.com from 10.10.30.63 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) My guess is the debugging options is not telling us much :( Jeff - -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, July 01, 2013 9:29 AM To: rt-users at lists.bestpractical.com Subject: [secure] Re: [rt-users] External Auth config with RT on Debian Sensitivity: Confidential * PGP Signed by an unknown key On Mon, Jul 01, 2013 at 04:24:51PM +0000, Jeff Solberg wrote: > > - -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Monday, July 01, 2013 9:14 AM > > To: rt-users at lists.bestpractical.com > > Subject: [secure] Re: [rt-users] External Auth config with RT on > > Debian > > Sensitivity: Confidential > > > > > Old Signed by an unknown key > > > > On Fri, Jun 28, 2013 at 12:29:22PM -0700, jsolberg wrote: > > > Default settings till here.... > > > #PLUGINS > > > Set( @Plugins, qw(RT::Authen::ExternalAuth)); > > > > > > #External Auth Settings > > > > > > Set($ExternalAuthPriority, [ 'My_LDAP',] ); > > > Set($ExternalInfoPriority, [ 'My_LDAP',] ); > > > Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { > > > 'My_LDAP' => { > > > 'type' => 'ldap', > > > 'server' => 'dc2.xxxxxx.com', > > > 'user' => 'cn=Bind > > > Ldap,ou=User,Logins,dc=intrepidls,dc=com', > > > 'pass' => 'xxxxxxx', > > > 'base' => 'dc=xxxx,dc=com', > > > 'filter' => > > > '(&(ObjectCategory=User)(ObjectClass=Person))', > > > 'd_filter' => > > > '(userAccountControl:1.2.840.113556.1.4.803=2)', > > > 'group' => 'cn=Domain > > > Users,ou=Groups_Security,dc=xxxxx,dc=com', > > > 'group_attr' => 'member', > > > 'tls' => 0, > > > 'ssl_version' => 3, > > > 'net_ldap_args' => [ version => 3, port => 3268 ], > > > 'group_scope' => 'base', > > > 'group_attr_value' => 'GROUP_ATTR_VALUE', > > > 'attr_match_list' => [ > > > 'Name', > > > 'EmailAddress', > > > 'RealName', > > > ], > > > 'attr_map' => { > > > 'Name' => 'sAMAccountName', > > > 'EmailAddress' => 'mail', > > > 'Organization' => 'physicalDeliveryOfficeName', > > > 'RealName' => 'cn', > > > 'ExternalAuthId' => 'sAMAccountName', > > > 'Gecos' => 'sAMAccountName', > > > 'WorkPhone' => 'telephoneNumber', > > > 'Address1' => 'streetAddress', > > > 'City' => 'l', > > > 'State' => 'st', > > > 'Zip' => 'postalCode', > > > 'Country' => 'co' > > > }, > > > }, > > > # An example SSO cookie service > > > 'My_SSO_Cookie' => { > > > 'type' => 'cookie', > > > 'name' => 'loginCookieValue', > > > 'u_table' => 'users', > > > 'u_field' => 'username', > > > 'u_match_key' => 'userID', > > > 'c_table' => 'login_cookie', > > > 'c_field' => 'loginCookieValue', > > > 'c_match_key' => 'loginCookieUserID', > > > 'db_service_name' => 'My_MySQL' > > > }, > > > } ); > > > > > > 1; > > > > > > I then use update-rt-siteconfig to merge these settings into > > > RT_SiteConfig.pm. From what I read this is all correct and "Should" > > > allow AD accounts to log in. Here is what is logging in the apache2 error log: > > > > > > [Fri Jun 28 19:01:58 2013] [warning]: The actual HTTP_HOST > > > (admin-rt4) does NOT match the configured WebDomain (localhost). > > > Perhaps you should Set($WebDomain, 'admin-rt4'); in > > > RT_SiteConfig.pm, otherwise your internal links may be broken. > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194) > > > [Fri Jun 28 19:02:09 2013] [error]: FAILED LOGIN for > > > jsolberg at xxxxxx.com from 10.10.30.62 > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > > [Fri Jun 28 19:02:40 2013] [error]: FAILED LOGIN for jsolberg from > > > 10.10.30.62 ( > > > /usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > > [Fri Jun 28 19:02:52 2013] [info]: Successful login for root from > > > 10.10.30.62 > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745) > > > root at admin-rt4:/usr/share/request-tracker4/lib# > > > > Navigate to Tools -> Configuration -> System Configuration and check that Plugins contains RT::Authen::ExternalAuth. > > > Thanks for your reply. In the sys config it shows the following under PLUGINS: > > Plugins [ > 'RT::Authen::ExternalAuth' > ] Great - now go make sure your $LogToScreen is set to 'debug' and log in again. root will always be able to log in because it has a local password set, you're more concerned about getting useful debugging messages for your jsolberg user. - -kevin * Unknown Key * 0x9E42250A -----BEGIN PGP SIGNATURE----- Version: PGP Universal 3.2.1 (Build 4940) Charset: us-ascii wsBVAwUBUdHDnE8vfChWkpdqAQhtUQf8D4xW7+1lNWhskwrlWBqby4bVW2GNnOLe s4cxkRIMt5ReLeOyLZCUsUb99NuHwkPonIMrfzAHsD4b5J+bpoXI9VHwSA7Ob0EP r9+lwAAZV+JWq0gC5BRSqZFC9nQhEOcCTQj+YDX5ykhZEBqB7pHb0fvGv1KViT5U SPusBWr21tvjdH7++/vb0XAdxKT+JTYbjzXmVQG7Mv82A3x9Q01bNQBJ4Xn+tH4R h/Dny3llTZYhaf1Ms9pWwSAK48gok0G7EpWYKxL5zjWZvjtWgg3ZNlXURE6MNDTv GKaMeceeDiTZP8tdO/UA9WcxSkiqt7p4qyYigAb5J4RGKJASjCLchQ== =aMI6 -----END PGP SIGNATURE----- From bbaker at copesan.com Mon Jul 1 14:23:24 2013 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 1 Jul 2013 18:23:24 +0000 Subject: [rt-users] Setup RT-Mailgate In-Reply-To: <20130701161223.GT71184@jibsheet.com> References: <219fd8fa5cb24ffaaf08ccb479c205b7@BLUPR05MB103.namprd05.prod.outlook.com> <14fd0bd965de467aac5d2b73bc4110e6@BLUPR05MB103.namprd05.prod.outlook.com> <20130701161223.GT71184@jibsheet.com> Message-ID: I am getting the following message. RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. Do I need to create an everyone group and give that group rights to create Tickets? Or How do I control who creates tickets when they are coming in from emaIl? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, July 01, 2013 11:12 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Setup RT-Mailgate On Fri, Jun 28, 2013 at 09:57:56PM +0000, Bryon Baker wrote: > I figured out the issue. All I have to do is run the program from the tmp directory. > > I now get the following message > > delivered to MDA_external command rt-mailgate () > > But can't find it in RT no ticket created. > I don't see where you specified what I assume is your fetchmail configuration to run rt-mailgate? You should also be reading your Apache logs to make sure that rt-mailgate is actually connecting to RT. -kevin From bbaker at copesan.com Mon Jul 1 14:43:58 2013 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 1 Jul 2013 18:43:58 +0000 Subject: [rt-users] Setup RT-Mailgate In-Reply-To: References: <219fd8fa5cb24ffaaf08ccb479c205b7@BLUPR05MB103.namprd05.prod.outlook.com> <14fd0bd965de467aac5d2b73bc4110e6@BLUPR05MB103.namprd05.prod.outlook.com> <20130701161223.GT71184@jibsheet.com> Message-ID: <4dbcd1d5ab6a438fa61befb0f0bfaaad@BLUPR05MB103.namprd05.prod.outlook.com> That was the trick give rights to the global everyone group. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Monday, July 01, 2013 1:23 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Setup RT-Mailgate I am getting the following message. RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. Do I need to create an everyone group and give that group rights to create Tickets? Or How do I control who creates tickets when they are coming in from emaIl? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, July 01, 2013 11:12 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Setup RT-Mailgate On Fri, Jun 28, 2013 at 09:57:56PM +0000, Bryon Baker wrote: > I figured out the issue. All I have to do is run the program from the tmp directory. > > I now get the following message > > delivered to MDA_external command rt-mailgate () > > But can't find it in RT no ticket created. > I don't see where you specified what I assume is your fetchmail configuration to run rt-mailgate? You should also be reading your Apache logs to make sure that rt-mailgate is actually connecting to RT. -kevin From bbaker at copesan.com Mon Jul 1 16:07:10 2013 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 1 Jul 2013 20:07:10 +0000 Subject: [rt-users] RT Scrip Message-ID: <0181719716db456a8c07c386f09b1772@BLUPR05MB103.namprd05.prod.outlook.com> Is there a library of RT-scrips? If so where can I find it? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From bbaker at copesan.com Mon Jul 1 16:32:50 2013 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 1 Jul 2013 20:32:50 +0000 Subject: [rt-users] External Auth config with RT on Debian In-Reply-To: <66F399A5340D2E44B1D4A4672B648976DDC718@canis.intrepidls.com> References: <1372447762221-54486.post@n7.nabble.com> <20130701161420.GU71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC700@canis.intrepidls.com> <20130701162855.GV71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC718@canis.intrepidls.com> Message-ID: <97ea271521964ced88e438135a1452a6@BLUPR05MB103.namprd05.prod.outlook.com> Jeff I put mine at the beginning, but I am pretty sure it does not matter. Don't forget when you make changes to this config you need to restart Apache. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Solberg Sent: Monday, July 01, 2013 11:38 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Auth config with RT on Debian Sensitivity: Confidential -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256 Do I just add the $SetToLog options anywhere in the RT_SiteConfig.pm? - -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, July 01, 2013 9:29 AM To: rt-users at lists.bestpractical.com Subject: [secure] Re: [rt-users] External Auth config with RT on Debian Sensitivity: Confidential * PGP Signed by an unknown key On Mon, Jul 01, 2013 at 04:24:51PM +0000, Jeff Solberg wrote: > > - -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Monday, July 01, 2013 9:14 AM > > To: rt-users at lists.bestpractical.com > > Subject: [secure] Re: [rt-users] External Auth config with RT on > > Debian > > Sensitivity: Confidential > > > > > Old Signed by an unknown key > > > > On Fri, Jun 28, 2013 at 12:29:22PM -0700, jsolberg wrote: > > > Default settings till here.... > > > #PLUGINS > > > Set( @Plugins, qw(RT::Authen::ExternalAuth)); > > > > > > #External Auth Settings > > > > > > Set($ExternalAuthPriority, [ 'My_LDAP',] ); > > > Set($ExternalInfoPriority, [ 'My_LDAP',] ); > > > Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { > > > 'My_LDAP' => { > > > 'type' => 'ldap', > > > 'server' => 'dc2.xxxxxx.com', > > > 'user' => 'cn=Bind > > > Ldap,ou=User,Logins,dc=intrepidls,dc=com', > > > 'pass' => 'xxxxxxx', > > > 'base' => 'dc=xxxx,dc=com', > > > 'filter' => > > > '(&(ObjectCategory=User)(ObjectClass=Person))', > > > 'd_filter' => > > > '(userAccountControl:1.2.840.113556.1.4.803=2)', > > > 'group' => 'cn=Domain > > > Users,ou=Groups_Security,dc=xxxxx,dc=com', > > > 'group_attr' => 'member', > > > 'tls' => 0, > > > 'ssl_version' => 3, > > > 'net_ldap_args' => [ version => 3, port => 3268 ], > > > 'group_scope' => 'base', > > > 'group_attr_value' => 'GROUP_ATTR_VALUE', > > > 'attr_match_list' => [ > > > 'Name', > > > 'EmailAddress', > > > 'RealName', > > > ], > > > 'attr_map' => { > > > 'Name' => 'sAMAccountName', > > > 'EmailAddress' => 'mail', > > > 'Organization' => 'physicalDeliveryOfficeName', > > > 'RealName' => 'cn', > > > 'ExternalAuthId' => 'sAMAccountName', > > > 'Gecos' => 'sAMAccountName', > > > 'WorkPhone' => 'telephoneNumber', > > > 'Address1' => 'streetAddress', > > > 'City' => 'l', > > > 'State' => 'st', > > > 'Zip' => 'postalCode', > > > 'Country' => 'co' > > > }, > > > }, > > > # An example SSO cookie service > > > 'My_SSO_Cookie' => { > > > 'type' => 'cookie', > > > 'name' => 'loginCookieValue', > > > 'u_table' => 'users', > > > 'u_field' => 'username', > > > 'u_match_key' => 'userID', > > > 'c_table' => 'login_cookie', > > > 'c_field' => 'loginCookieValue', > > > 'c_match_key' => 'loginCookieUserID', > > > 'db_service_name' => 'My_MySQL' > > > }, > > > } ); > > > > > > 1; > > > > > > I then use update-rt-siteconfig to merge these settings into > > > RT_SiteConfig.pm. From what I read this is all correct and "Should" > > > allow AD accounts to log in. Here is what is logging in the apache2 error log: > > > > > > [Fri Jun 28 19:01:58 2013] [warning]: The actual HTTP_HOST > > > (admin-rt4) does NOT match the configured WebDomain (localhost). > > > Perhaps you should Set($WebDomain, 'admin-rt4'); in > > > RT_SiteConfig.pm, otherwise your internal links may be broken. > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194) > > > [Fri Jun 28 19:02:09 2013] [error]: FAILED LOGIN for > > > jsolberg at xxxxxx.com from 10.10.30.62 > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > > [Fri Jun 28 19:02:40 2013] [error]: FAILED LOGIN for jsolberg from > > > 10.10.30.62 ( > > > /usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > > [Fri Jun 28 19:02:52 2013] [info]: Successful login for root from > > > 10.10.30.62 > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745) > > > root at admin-rt4:/usr/share/request-tracker4/lib# > > > > Navigate to Tools -> Configuration -> System Configuration and check that Plugins contains RT::Authen::ExternalAuth. > > > Thanks for your reply. In the sys config it shows the following under PLUGINS: > > Plugins [ > 'RT::Authen::ExternalAuth' > ] Great - now go make sure your $LogToScreen is set to 'debug' and log in again. root will always be able to log in because it has a local password set, you're more concerned about getting useful debugging messages for your jsolberg user. - -kevin * Unknown Key * 0x9E42250A -----BEGIN PGP SIGNATURE----- Version: PGP Universal 3.2.1 (Build 4940) Charset: us-ascii wsBVAwUBUdGwfU8vfChWkpdqAQgoxgf+IW3MwbDxATCMSx7dEOEgPjjTY2ZfJD0z 7Ez7SM+J0ke7+ljDhRYkZC7uMX2XF9O1N1JY1mv1O390ECPNUmXegDd54gmp7KHh Er9zx6AT77ZavXpf43nwGFty4pmlQfDRf5YfhDWJu8qQe+MivSHLbqw50JDKHNYe /R3A3DwC20Eukc76AQUpKJxDQrxL7mty8BxEaOgXquPl/S8JUWbJTpuTvL1cLoG5 yyfRECXvxrCYQKwttst5iaEQlPZ3zu0ja+sE10+dwdEW9oYC6/RBHlus3fASJxVj siDp0h56GDQFDmgCm0oMVRQEh5kPMu01U4PP2TA+X66rKFSQyl69ng== =4cdn -----END PGP SIGNATURE----- From ruz at bestpractical.com Tue Jul 2 06:06:23 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 2 Jul 2013 14:06:23 +0400 Subject: [rt-users] RT Scrip In-Reply-To: <0181719716db456a8c07c386f09b1772@BLUPR05MB103.namprd05.prod.outlook.com> References: <0181719716db456a8c07c386f09b1772@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: Not really. What are looking for? On Tue, Jul 2, 2013 at 12:07 AM, Bryon Baker wrote: > Is there a library of RT-scrips? If so where can I find it? > > Thanks > Bryon Baker > Network Operations Manager > Copesan - Specialists in Pest Solutions > 800-267-3726 . 262-783-6261 ext. 2296 > bbaker at copesan.com > www.copesan.com > "Servicing North America with Local Care" > > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.dalzell at aveva.com Tue Jul 2 09:14:32 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Tue, 2 Jul 2013 06:14:32 -0700 (PDT) Subject: [rt-users] How do you check the value of a Transaction CustomField Message-ID: <1372770871715-54509.post@n7.nabble.com> Hi How do you check the value of a Transaction CustomField? im looking to create a script that will check a CF on the ticket transaction and if it equals "Alert" it will set a Ticket CF to the same value. This is to allow our in the field support teams to more easily highlight tickets to our main support team and to give a descrition of the issue. -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-do-you-check-the-value-of-a-Transaction-CustomField-tp54509.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bbaker at copesan.com Tue Jul 2 09:37:29 2013 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 2 Jul 2013 13:37:29 +0000 Subject: [rt-users] RT Scrip In-Reply-To: References: <0181719716db456a8c07c386f09b1772@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <3a8eaba87c26439186ae12fda23884fb@BLUPR05MB103.namprd05.prod.outlook.com> That the issue I have some ideas like routing tickets based on text. But looking at what other people have done gives me ideas on how to extend the capabilities of RT. I did look at this link http://requesttracker.wikia.com/wiki/Contributions which gave good information about how the scrips work but it would be nice if there was a place people could put their scrips. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 ? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, July 02, 2013 5:06 AM To: Bryon Baker Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Scrip Not really. What are looking for? On Tue, Jul 2, 2013 at 12:07 AM, Bryon Baker > wrote: Is there a library of RT-scrips? If so where can I find it? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From marcelo at propus.com.br Tue Jul 2 10:02:44 2013 From: marcelo at propus.com.br (Marcelo Terres) Date: Tue, 2 Jul 2013 11:02:44 -0300 Subject: [rt-users] Using same levels with different businesshours and response times in SLA Message-ID: Hello. Is it possible to use the same level with different businesshours and response times for different queues? Example: queue A - level Urgent - BusinessHours 8x5 - Response 60*2 queue B - level Urgent - BusinessHours 24x7 - Response 60*1 We don't want to create the same level many times (ex: Urgent_A, Urgent_B) to reflect different attributes. We were thinking about patching the extension to permit something like this: %RT::ServiceAgreements = ( Default => 'Low', QueueDefault => { 'queue_A' => 'High', }, Levels => { 'Urgent' => { Response => { BusinessMinutes => 60*4 }, }, 'Urgent' => { BusinessHours='8x5' queue='queue_A', Response => { BusinessMinutes => 60*2 }, }, 'Urgent' => { BusinessHours='24x7' queue='queue_B', Response => { BusinessMinutes => 60*1 }, }, }, ); It's just an example and other levels, like Low and High, are not declared to simplify the code. What do you think about it? Any ideas? Regards, -- Marcelo H. Terres Propus Inform?tica LTDA http://www.propus.com.br From samuel+rt-users at tacticalbuddha.net Tue Jul 2 12:37:44 2013 From: samuel+rt-users at tacticalbuddha.net (Samuel Jones) Date: Tue, 02 Jul 2013 17:37:44 +0100 Subject: [rt-users] Comment notification e-mails dropping characters Message-ID: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> Hello guys! We've noticed a problem on our helpdesk recently, where e-mailed notifications of new comments are loosing letters in their subject lines! Some examples are: [Comment] Missig Ev Rpr should be: [Comment] Missing Event Report [Comment] Vhicl Rd ha ar du PMI should be: [Comment] Vehicles Rented that are due PMI but, the outgoing e-mail event item from within the ticket shows the subject line as OK Subject: [CVS Helpdesk #745] [Comment] Vehicles Rented that are due PMI From: "James Green via RT" <> Reply-To: In-Reply-To: <515023E4.5090406 at uk-cvs.com> References: <515023E4.5090406@#######> Message-ID: Precedence: bulk X-RT-Loop-Prevention: CVS Helpdesk RT-Ticket: CVS Helpdesk #745 Managed-by: RT 4.0.4 (http://www.bestpractical.com/rt/) We're currently running RT 4.0.12. I can't work out why this would be happening at all :-( Please can someone help me out? Thanks in advance, Samuel (OrangutanClyde) -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jul 2 12:51:05 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Jul 2013 12:51:05 -0400 Subject: [rt-users] How do you check the value of a Transaction CustomField In-Reply-To: <1372770871715-54509.post@n7.nabble.com> References: <1372770871715-54509.post@n7.nabble.com> Message-ID: <20130702165105.GW71184@jibsheet.com> On Tue, Jul 02, 2013 at 06:14:32AM -0700, scott.dalzell wrote: > How do you check the value of a Transaction CustomField? Same way you would check it on a Ticket $Ticket->FirstCustomFieldValue('Foo'); $Transaction->FirstCustomFieldValue('Foo'); FirstCustomFieldValue is an RT::Record method intentionally, since it means any Record class that supports Custom Fields can use it. http://bestpractical.com/rt/docs/latest/RT/Record.html#FirstCustomFieldValue-FIELD > im looking to create a script that will check a CF on the ticket transaction > and if it equals "Alert" it will set a Ticket CF to the same value. > > This is to allow our in the field support teams to more easily highlight > tickets to our main support team and to give a descrition of the issue. You might just want to expose the Ticket CF on the Update page instead, but either way will work. You can see code for adding CFs to the Reply/Comment page in the RT-Extension-MandatoryOnTransition extension on CPAN/github. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jsolberg at intrepidls.com Tue Jul 2 12:57:33 2013 From: jsolberg at intrepidls.com (Jeff Solberg) Date: Tue, 2 Jul 2013 16:57:33 +0000 Subject: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules Message-ID: <66F399A5340D2E44B1D4A4672B648976DDD15D@canis.intrepidls.com> Since I was unable to get the RT External Auth setup working with my Active Directory Environment I have been looking at other solutions in getting my AD users logging into RT. I have seen you can use Apache to handle Authentication but that method really doesn't look all that attractive to me. I have now seen there is an LDAP import tool that can import users in RT. Can this tool import the users from my Active Directory Server and when they go to login will it look to the LDAP server to validate the users password? Or does it store everything local in the MYSQL Database? In a perfect world I would get the External Auth working but I for the life of me cannot pinpoint the disconnect that is in place. Please any advice on this would be grateful . Thanks. Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jul 2 13:04:34 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Jul 2013 13:04:34 -0400 Subject: [rt-users] External Auth config with RT on Debian In-Reply-To: <66F399A5340D2E44B1D4A4672B648976DDC7D1@canis.intrepidls.com> References: <1372447762221-54486.post@n7.nabble.com> <20130701161420.GU71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC700@canis.intrepidls.com> <20130701162855.GV71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC7D1@canis.intrepidls.com> Message-ID: <20130702170434.GX71184@jibsheet.com> On Mon, Jul 01, 2013 at 05:59:53PM +0000, Jeff Solberg wrote: > > Added the following to my site config: Go back to the System Configuration page and confirm that you see these settings being read by RT. If you have the Plugin installed, and the logging configured, then it isn't being run. The next things to check are permissions. Can the webserver read the callbacks provided by the extension and are they being run. -kevin > #logging > Set($LogToSyslog , ''); > Set($LogToScreen , 'debug'); > Set($LogToFile , 'debug'); > Set($LogDir, '/var/log/request-tracker4'); > Set($LogToFileNamed , "rt.log"); #log to rt.log > > # end /etc/request-tracker4/RT_SiteConfig.d/logging > > And restarted apache2, I tried to log in with domain account and this is what is being logged to rt.log > > root at admin-rt4:/var/log/request-tracker4# cat rt.log > [Mon Jul 1 17:47:43 2013] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/usr/share/request-tracker4/lib/RT/Config.pm:454) > [Mon Jul 1 17:47:43 2013] [warning]: The actual HTTP_HOST (admin-rt4) does NOT match the configured WebDomain (localhost). Perhaps you should Set($WebDomain, 'admin-rt4'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194) > [Mon Jul 1 17:47:50 2013] [error]: FAILED LOGIN for jsolberg from 10.10.30.63 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > [Mon Jul 1 17:49:46 2013] [info]: Successful login for root from 10.10.30.63 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745) > [Mon Jul 1 17:53:05 2013] [error]: FAILED LOGIN for jsolberg at xxxxx.com from 10.10.30.63 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > My guess is the debugging options is not telling us much :( > > Jeff > > > > - -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Monday, July 01, 2013 9:29 AM > To: rt-users at lists.bestpractical.com > Subject: [secure] Re: [rt-users] External Auth config with RT on Debian > Sensitivity: Confidential > > * PGP Signed by an unknown key > > On Mon, Jul 01, 2013 at 04:24:51PM +0000, Jeff Solberg wrote: > > > - -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > > Falcone > > > Sent: Monday, July 01, 2013 9:14 AM > > > To: rt-users at lists.bestpractical.com > > > Subject: [secure] Re: [rt-users] External Auth config with RT on > > > Debian > > > Sensitivity: Confidential > > > > > > > Old Signed by an unknown key > > > > > > On Fri, Jun 28, 2013 at 12:29:22PM -0700, jsolberg wrote: > > > > Default settings till here.... > > > > #PLUGINS > > > > Set( @Plugins, qw(RT::Authen::ExternalAuth)); > > > > > > > > #External Auth Settings > > > > > > > > Set($ExternalAuthPriority, [ 'My_LDAP',] ); > > > > Set($ExternalInfoPriority, [ 'My_LDAP',] ); > > > > Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { > > > > 'My_LDAP' => { > > > > 'type' => 'ldap', > > > > 'server' => 'dc2.xxxxxx.com', > > > > 'user' => 'cn=Bind > > > > Ldap,ou=User,Logins,dc=intrepidls,dc=com', > > > > 'pass' => 'xxxxxxx', > > > > 'base' => 'dc=xxxx,dc=com', > > > > 'filter' => > > > > '(&(ObjectCategory=User)(ObjectClass=Person))', > > > > 'd_filter' => > > > > '(userAccountControl:1.2.840.113556.1.4.803=2)', > > > > 'group' => 'cn=Domain > > > > Users,ou=Groups_Security,dc=xxxxx,dc=com', > > > > 'group_attr' => 'member', > > > > 'tls' => 0, > > > > 'ssl_version' => 3, > > > > 'net_ldap_args' => [ version => 3, port => 3268 ], > > > > 'group_scope' => 'base', > > > > 'group_attr_value' => 'GROUP_ATTR_VALUE', > > > > 'attr_match_list' => [ > > > > 'Name', > > > > 'EmailAddress', > > > > 'RealName', > > > > ], > > > > 'attr_map' => { > > > > 'Name' => 'sAMAccountName', > > > > 'EmailAddress' => 'mail', > > > > 'Organization' => 'physicalDeliveryOfficeName', > > > > 'RealName' => 'cn', > > > > 'ExternalAuthId' => 'sAMAccountName', > > > > 'Gecos' => 'sAMAccountName', > > > > 'WorkPhone' => 'telephoneNumber', > > > > 'Address1' => 'streetAddress', > > > > 'City' => 'l', > > > > 'State' => 'st', > > > > 'Zip' => 'postalCode', > > > > 'Country' => 'co' > > > > }, > > > > }, > > > > # An example SSO cookie service > > > > 'My_SSO_Cookie' => { > > > > 'type' => 'cookie', > > > > 'name' => 'loginCookieValue', > > > > 'u_table' => 'users', > > > > 'u_field' => 'username', > > > > 'u_match_key' => 'userID', > > > > 'c_table' => 'login_cookie', > > > > 'c_field' => 'loginCookieValue', > > > > 'c_match_key' => 'loginCookieUserID', > > > > 'db_service_name' => 'My_MySQL' > > > > }, > > > > } ); > > > > > > > > 1; > > > > > > > > I then use update-rt-siteconfig to merge these settings into > > > > RT_SiteConfig.pm. From what I read this is all correct and "Should" > > > > allow AD accounts to log in. Here is what is logging in the apache2 error log: > > > > > > > > [Fri Jun 28 19:01:58 2013] [warning]: The actual HTTP_HOST > > > > (admin-rt4) does NOT match the configured WebDomain (localhost). > > > > Perhaps you should Set($WebDomain, 'admin-rt4'); in > > > > RT_SiteConfig.pm, otherwise your internal links may be broken. > > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194) > > > > [Fri Jun 28 19:02:09 2013] [error]: FAILED LOGIN for > > > > jsolberg at xxxxxx.com from 10.10.30.62 > > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > > > [Fri Jun 28 19:02:40 2013] [error]: FAILED LOGIN for jsolberg from > > > > 10.10.30.62 ( > > > > /usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > > > [Fri Jun 28 19:02:52 2013] [info]: Successful login for root from > > > > 10.10.30.62 > > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745) > > > > root at admin-rt4:/usr/share/request-tracker4/lib# > > > > > > Navigate to Tools -> Configuration -> System Configuration and check that Plugins contains RT::Authen::ExternalAuth. > > > > > Thanks for your reply. In the sys config it shows the following under PLUGINS: > > > > Plugins [ > > 'RT::Authen::ExternalAuth' > > ] > > Great - now go make sure your $LogToScreen is set to 'debug' and log in again. > > root will always be able to log in because it has a local password set, you're more concerned about getting useful debugging messages for your jsolberg user. > > - -kevin > > * Unknown Key > * 0x9E42250A > > -----BEGIN PGP SIGNATURE----- > Version: PGP Universal 3.2.1 (Build 4940) > Charset: us-ascii > > wsBVAwUBUdHDnE8vfChWkpdqAQhtUQf8D4xW7+1lNWhskwrlWBqby4bVW2GNnOLe > s4cxkRIMt5ReLeOyLZCUsUb99NuHwkPonIMrfzAHsD4b5J+bpoXI9VHwSA7Ob0EP > r9+lwAAZV+JWq0gC5BRSqZFC9nQhEOcCTQj+YDX5ykhZEBqB7pHb0fvGv1KViT5U > SPusBWr21tvjdH7++/vb0XAdxKT+JTYbjzXmVQG7Mv82A3x9Q01bNQBJ4Xn+tH4R > h/Dny3llTZYhaf1Ms9pWwSAK48gok0G7EpWYKxL5zjWZvjtWgg3ZNlXURE6MNDTv > GKaMeceeDiTZP8tdO/UA9WcxSkiqt7p4qyYigAb5J4RGKJASjCLchQ== > =aMI6 > -----END PGP SIGNATURE----- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jsolberg at intrepidls.com Tue Jul 2 13:22:32 2013 From: jsolberg at intrepidls.com (Jeff Solberg) Date: Tue, 2 Jul 2013 17:22:32 +0000 Subject: [rt-users] External Auth config with RT on Debian In-Reply-To: <20130702170434.GX71184@jibsheet.com> References: <1372447762221-54486.post@n7.nabble.com> <20130701161420.GU71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC700@canis.intrepidls.com> <20130701162855.GV71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC7D1@canis.intrepidls.com> <20130702170434.GX71184@jibsheet.com> Message-ID: <66F399A5340D2E44B1D4A4672B648976DDD1ED@canis.intrepidls.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256 Kevin, In System Configuration in the Web UI I show the following being read in RT. LogToFile 'debug' site config LogToFileNamed 'rt.log' site config LogToScreen 'debug' site config LogToSyslog '' site config Plugins 'RT::Authen::ExternalAuth' site config Then under loaded Perl Modules I see RT::Authen::ExternalAuth 0.16 /usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm I would definably agree with you that the plugin is not being run because I have done TCP Packet dumps as I was logging in and there is no activity being sent to my LDAP Server/DC. Oddly enough one would think that with the debugging set it would be telling me something. As I stated earlier the only message being logged in RT.LOG is the FAILED LOGON message. I will look at the permissions on the plugin. Should it be readable by www-data? Thanks again for your help on this. I really need to get this working so I can then move on to the next phase and tailor it to my companies needs. Jeff - -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, July 02, 2013 10:05 AM To: rt-users at lists.bestpractical.com Subject: [secure] Re: [rt-users] External Auth config with RT on Debian Sensitivity: Confidential * PGP Signed by an unknown key On Mon, Jul 01, 2013 at 05:59:53PM +0000, Jeff Solberg wrote: > > Added the following to my site config: Go back to the System Configuration page and confirm that you see these settings being read by RT. If you have the Plugin installed, and the logging configured, then it isn't being run. The next things to check are permissions. Can the webserver read the callbacks provided by the extension and are they being run. - -kevin > #logging > Set($LogToSyslog , ''); > Set($LogToScreen , 'debug'); > Set($LogToFile , 'debug'); > Set($LogDir, '/var/log/request-tracker4'); > Set($LogToFileNamed , "rt.log"); #log to rt.log > > # end /etc/request-tracker4/RT_SiteConfig.d/logging > > And restarted apache2, I tried to log in with domain account and this > is what is being logged to rt.log > > root at admin-rt4:/var/log/request-tracker4# cat rt.log [Mon Jul 1 > 17:47:43 2013] [debug]: The RTAddressRegexp option is not set in the > config. Not setting this option results in additional SQL queries to > check whether each address belongs to RT or not. It is especially > important to set this option if RT recieves emails on addresses that > are not in the database or config. > (/usr/share/request-tracker4/lib/RT/Config.pm:454) > [Mon Jul 1 17:47:43 2013] [warning]: The actual HTTP_HOST (admin-rt4) > does NOT match the configured WebDomain (localhost). Perhaps you > should Set($WebDomain, 'admin-rt4'); in RT_SiteConfig.pm, otherwise > your internal links may be broken. > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194) > [Mon Jul 1 17:47:50 2013] [error]: FAILED LOGIN for jsolberg from > 10.10.30.63 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > [Mon Jul 1 17:49:46 2013] [info]: Successful login for root from > 10.10.30.63 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745) > [Mon Jul 1 17:53:05 2013] [error]: FAILED LOGIN for > jsolberg at xxxxx.com from 10.10.30.63 > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > My guess is the debugging options is not telling us much :( > > Jeff > > > > - -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Monday, July 01, 2013 9:29 AM > To: rt-users at lists.bestpractical.com > Subject: [secure] Re: [rt-users] External Auth config with RT on > Debian > Sensitivity: Confidential > > > Old Signed by an unknown key > > On Mon, Jul 01, 2013 at 04:24:51PM +0000, Jeff Solberg wrote: > > > - -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > > > Kevin Falcone > > > Sent: Monday, July 01, 2013 9:14 AM > > > To: rt-users at lists.bestpractical.com > > > Subject: [secure] Re: [rt-users] External Auth config with RT on > > > Debian > > > Sensitivity: Confidential > > > > > > > Old Signed by an unknown key > > > > > > On Fri, Jun 28, 2013 at 12:29:22PM -0700, jsolberg wrote: > > > > Default settings till here.... > > > > #PLUGINS > > > > Set( @Plugins, qw(RT::Authen::ExternalAuth)); > > > > > > > > #External Auth Settings > > > > > > > > Set($ExternalAuthPriority, [ 'My_LDAP',] ); > > > > Set($ExternalInfoPriority, [ 'My_LDAP',] ); > > > > Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { > > > > 'My_LDAP' => { > > > > 'type' => 'ldap', > > > > 'server' => 'dc2.xxxxxx.com', > > > > 'user' => 'cn=Bind > > > > Ldap,ou=User,Logins,dc=intrepidls,dc=com', > > > > 'pass' => 'xxxxxxx', > > > > 'base' => 'dc=xxxx,dc=com', > > > > 'filter' => > > > > '(&(ObjectCategory=User)(ObjectClass=Person))', > > > > 'd_filter' => > > > > '(userAccountControl:1.2.840.113556.1.4.803=2)', > > > > 'group' => 'cn=Domain > > > > Users,ou=Groups_Security,dc=xxxxx,dc=com', > > > > 'group_attr' => 'member', > > > > 'tls' => 0, > > > > 'ssl_version' => 3, > > > > 'net_ldap_args' => [ version => 3, port => 3268 ], > > > > 'group_scope' => 'base', > > > > 'group_attr_value' => 'GROUP_ATTR_VALUE', > > > > 'attr_match_list' => [ > > > > 'Name', > > > > 'EmailAddress', > > > > 'RealName', > > > > ], > > > > 'attr_map' => { > > > > 'Name' => 'sAMAccountName', > > > > 'EmailAddress' => 'mail', > > > > 'Organization' => 'physicalDeliveryOfficeName', > > > > 'RealName' => 'cn', > > > > 'ExternalAuthId' => 'sAMAccountName', > > > > 'Gecos' => 'sAMAccountName', > > > > 'WorkPhone' => 'telephoneNumber', > > > > 'Address1' => 'streetAddress', > > > > 'City' => 'l', > > > > 'State' => 'st', > > > > 'Zip' => 'postalCode', > > > > 'Country' => 'co' > > > > }, > > > > }, > > > > # An example SSO cookie service > > > > 'My_SSO_Cookie' => { > > > > 'type' => 'cookie', > > > > 'name' => 'loginCookieValue', > > > > 'u_table' => 'users', > > > > 'u_field' => 'username', > > > > 'u_match_key' => 'userID', > > > > 'c_table' => 'login_cookie', > > > > 'c_field' => 'loginCookieValue', > > > > 'c_match_key' => 'loginCookieUserID', > > > > 'db_service_name' => 'My_MySQL' > > > > }, > > > > } ); > > > > > > > > 1; > > > > > > > > I then use update-rt-siteconfig to merge these settings into > > > > RT_SiteConfig.pm. From what I read this is all correct and "Should" > > > > allow AD accounts to log in. Here is what is logging in the apache2 error log: > > > > > > > > [Fri Jun 28 19:01:58 2013] [warning]: The actual HTTP_HOST > > > > (admin-rt4) does NOT match the configured WebDomain (localhost). > > > > Perhaps you should Set($WebDomain, 'admin-rt4'); in > > > > RT_SiteConfig.pm, otherwise your internal links may be broken. > > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194) > > > > [Fri Jun 28 19:02:09 2013] [error]: FAILED LOGIN for > > > > jsolberg at xxxxxx.com from 10.10.30.62 > > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > > > [Fri Jun 28 19:02:40 2013] [error]: FAILED LOGIN for jsolberg > > > > from > > > > 10.10.30.62 ( > > > > /usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) > > > > [Fri Jun 28 19:02:52 2013] [info]: Successful login for root > > > > from > > > > 10.10.30.62 > > > > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745) > > > > root at admin-rt4:/usr/share/request-tracker4/lib# > > > > > > Navigate to Tools -> Configuration -> System Configuration and check that Plugins contains RT::Authen::ExternalAuth. > > > > > Thanks for your reply. In the sys config it shows the following under PLUGINS: > > > > Plugins [ > > 'RT::Authen::ExternalAuth' > > ] > > Great - now go make sure your $LogToScreen is set to 'debug' and log in again. > > root will always be able to log in because it has a local password set, you're more concerned about getting useful debugging messages for your jsolberg user. > > - -kevin > > * Unknown Key > * 0x9E42250A > > -----BEGIN PGP SIGNATURE----- > Version: PGP Universal 3.2.1 (Build 4940) > Charset: us-ascii > > wsBVAwUBUdHDnE8vfChWkpdqAQhtUQf8D4xW7+1lNWhskwrlWBqby4bVW2GNnOLe > s4cxkRIMt5ReLeOyLZCUsUb99NuHwkPonIMrfzAHsD4b5J+bpoXI9VHwSA7Ob0EP > r9+lwAAZV+JWq0gC5BRSqZFC9nQhEOcCTQj+YDX5ykhZEBqB7pHb0fvGv1KViT5U > SPusBWr21tvjdH7++/vb0XAdxKT+JTYbjzXmVQG7Mv82A3x9Q01bNQBJ4Xn+tH4R > h/Dny3llTZYhaf1Ms9pWwSAK48gok0G7EpWYKxL5zjWZvjtWgg3ZNlXURE6MNDTv > GKaMeceeDiTZP8tdO/UA9WcxSkiqt7p4qyYigAb5J4RGKJASjCLchQ== > =aMI6 > -----END PGP SIGNATURE----- * Unknown Key * 0x9E42250A -----BEGIN PGP SIGNATURE----- Version: PGP Universal 3.2.1 (Build 4940) Charset: us-ascii wsBVAwUBUdMMW08vfChWkpdqAQiYCggAgoY4tX786FzhzU/mbpKSRRI+WNZUQFCV bM1nHEuUR9chiiriUxqo9Ygqnpwcde7aCB7zijl6AJYR55NS2cpx7Puz1ihnY5Bl HSy/Y9P0rXiu27Er1iiKjk9pA53+AjS3OZemk2W3AzVQ7Nlu8/7RQirXAn1iI0FO G4QdoUFedB8XmvKIaTGCjZLvPLl2PUq7dTk2LH6QbTtGuh8Zq+BRrZ8PGF5qnUiD c+jqhoq7zqJR+iEaO1NNirpCWtRnWCr0u2YvhSS91VwGe4QjVPMwMi9d3Ac3wmy4 6NLHzx1FsV/H0sSUn+8oiNDgc65dPf0HnjW3mLd+kOg7lyfQzlLKUw== =NYaU -----END PGP SIGNATURE----- From vsgalaxydrop at gmail.com Tue Jul 2 13:35:28 2013 From: vsgalaxydrop at gmail.com (jmalhi) Date: Tue, 2 Jul 2013 10:35:28 -0700 (PDT) Subject: [rt-users] Setting owner when creating ticket Message-ID: <1372786528322-54517.post@n7.nabble.com> I have setup two queue's "General" and "Supplies". I have created two groups "General staff" and "Supplies Staff" which include one Privileged user each. My issue is that when a user belonging to General creates a ticket in supplies queue, he is able set the owner which is what I don't want. Is that the default behavior? so If users are privileged, they can set owner in any queue when creating a ticket even if they don't belong to that queue in anyway. What am I missing, please help. Thanks. -Jazzi Privileges granted: General queue: - Everyone: none - Privileged: CreateTicket and SeeQueue - Unprivileged: CreateTicket and SeeQueue Roles: - AdminCc: ShowTicket - Cc: ShowTicket - Owner: ShowTicket - Requestor: ShowTicket User Groups: - General Staff: CreateTicket, ReplyToTicket, ShowTicket, OwnTicket, TakeTicket Supplies queue: - Everyone: none - Privileged: CreateTicket and SeeQueue - Unprivileged: CreateTicket and SeeQueue Roles: - AdminCc: ShowTicket - Cc: ShowTicket - Owner: ShowTicket - Requestor: ShowTicket User Groups: - Supplies Staff: CreateTicket, ReplyToTicket, ShowTicket, OwnTicket, TakeTicket No global permissions are given to any group, role or user -- View this message in context: http://requesttracker.8502.n7.nabble.com/Setting-owner-when-creating-ticket-tp54517.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mike.johnson at nosm.ca Tue Jul 2 14:24:27 2013 From: mike.johnson at nosm.ca (Mike Johnson) Date: Tue, 2 Jul 2013 14:24:27 -0400 Subject: [rt-users] Could not load valid user - ExternalAuth Message-ID: Hi all, I need some help with understanding my setup :D It works for a good majority of cases, but we want to do something new with AD and it's breaking, and I think I assumed something about our setup that isn't quite true... now I'm stuck on figuring out why my user isn't getting loaded. We used Best Practical to help setup our ExternalAuth so that our LDAP settings allowed emails from 2 types of emails to map to 1 RT account(don't get me started on why people are potentially emailing from 2 accounts). We had to ensure our AD had both email addresses listed, and we chose to put them in the attribute mail, and pager respectively. Both emails will end in @nosm.ca, but they are typically username at nosm.ca RealName at nosm.ca(ie. aliases). Anyway, our below $ExternalSettings works perfectly for the standard... However, when we put a non- at nosm.ca email into either mail or pager, we are getting a "Could not load a valid user" message and I'm not sure why... Here is my settings(removed non-essential stuff like connection info, and our ou structure/group names) Set($ExternalSettings, { 'NORMEDISA' => { 'type' => 'ldap', 'server' => 'XXX.XXX.XXX.XXX', 'user' => 'XXXXXXXXXX', 'pass' => 'XXXXXXXXXX', 'base' => 'XXXXXXXXXX', 'filter' => '(&(objectCategory=User) (ObjectClass=Person))', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'group' => 'some_group', 'group_attr' => 'member', 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => ['mail', 'pager'], 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName' }, }, } ); The people that aren't getting in are ones that exist in AD, but don't have an RT account. The AD account either has mail or pager, or both, and one of them has a non- at nosm.ca value in one of those attributes. I'm not sure where it's breaking... Any thoughts? 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Tue Jul 2 14:41:29 2013 From: ram0502 at gmail.com (Ram) Date: Tue, 2 Jul 2013 11:41:29 -0700 Subject: [rt-users] RT Scrip Message-ID: > > From: Bryon Baker > Is there a library of RT-scrips? If so where can I find it? > A few good sources: -http://requesttracker.wikia.com - just search for scrip for examples or toss in a keyword related to your goal (e.g. requestor) -http://bestpractical.com/rt/docs/4.0/ - reference docs; all the objects (e.g. Ticket) which you may want to use in a scrip are documented Here are some of the active RT maintainers on CPAN - they produce extensions/plug-ins etc that may help: -http://search.cpan.org/~falcone/ -http://search.cpan.org/~tsibley/ You can also just search CPAN for "RT" to get tons of results: -search.cpan.org Lastly but still quite tasty is the rt-users history - I use gossamer but it's archived/indexed by other sites as wel -http://www.gossamer-threads.com/lists/rt/users/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From Sherri at incomeaccess.com Tue Jul 2 14:42:25 2013 From: Sherri at incomeaccess.com (Sherri McGurnaghan) Date: Tue, 2 Jul 2013 18:42:25 +0000 Subject: [rt-users] Can you run RT on the same server as Twiki? Message-ID: <735530A78059A949AC4200E2A3B0A5A40FD1D1@EXCH2010.corp.incomeaccess.com> Hi there, I am new to the group and hope to do my best to properly explain / scope the issue we are running into. I have had previous experience working with RT at my old company and am very very anxious to get it working for a demo to get buy in from upper management to replace vTiger support queue. Having said that, I only have one server available to me to run both Twiki and RT4. It turns that Twiki requires taint mode which means we need to run RT under Apache via mod_fastcgi or mod_fastcgid instead of mod_perl. We used this as our guide for installation: http://bestpractical.com/rt/docs/latest/web_deployment.html So today when trying to get everything to work we receive the following error: Error log /var/log/apache2/error.log [notice] FastCGI: process manager initialized (pid 20507) [warn] FastCGI: server "/usr/share/request-tracker4/libexec/rt-server.fcgi" started (pid 20508) [notice] Apache/2.2.22 (Ubuntu) mod_fastcgi/mod_fastcgi-SNAP-0910052141 PHP/5.3.10-1ubuntu3.5 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 configured -- resuming normal operations [crit]: Something went wrong while trying to run RT's standalone web server: Can't locate FCGI.pm in @INC (@INC contains: /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl .) at /usr/share/perl5/Plack/Handler/FCGI.pm line 8. BEGIN failed--compilation aborted at /usr/share/perl5/Plack/Handler/FCGI.pm line 8. Compilation failed in require at /usr/share/perl5/Plack/Util.pm line 22. (/usr/share/request-tracker4/lib/RT.pm:351) I have tried to include apache2-fastcgi.conf in /etc/apache2/sites-available and apache2.conf also I tried in ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 Alias /rt/NoAuth/images/ /usr/share/request-tracker4/html/NoAuth/images ScriptAlias /rt /usr/share/request-tracker4/libexec/rt-server.fcgi Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi So I am at a loss as what to do next. Maybe the two can't run on the same server? Any help / guidance would be appreciated. FYI: * OS and version - Ubuntu 12.04 * Memory - 1 GB * Disk - 10 GB * Processor - Intel(R) Xeon(TM) CPU 3.40GHz * Database and version - MySQL version 5.5.29 * Apache version - Apache version 2.2.22 Thank you, Sherri -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Jul 2 15:04:04 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 02 Jul 2013 12:04:04 -0700 Subject: [rt-users] Can you run RT on the same server as Twiki? In-Reply-To: <735530A78059A949AC4200E2A3B0A5A40FD1D1@EXCH2010.corp.incomeaccess.com> References: <735530A78059A949AC4200E2A3B0A5A40FD1D1@EXCH2010.corp.incomeaccess.com> Message-ID: <51D32424.9060809@bestpractical.com> On 07/02/2013 11:42 AM, Sherri McGurnaghan wrote: > [crit]: Something went wrong while trying to run RT's standalone web server: > > Can't locate FCGI.pm in @INC (@INC contains: > /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib > /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 > /usr/local/lib/site_perl .) at /usr/share/perl5/Plack/Handler/FCGI.pm > line 8. You need to install the FCGI Perl module. Since you appear to be using the Ubuntu packages and the system perl, try this: apt-get install libfcgi-perl It should have been installed when you installed the Ubuntu package, since request-tracker4 depends on libhtml-mason-perl which depends on libfcgi-perl. RT's standard configure script during a tarball install has an --with-web-handler=fastcgi to ensure this dep is present. > So I am at a loss as what to do next. Maybe the two can?t run on the > same server? Any help / guidance would be appreciated. They can run just fine together, however: > FYI: > > * OS and version - Ubuntu 12.04 > * Memory - 1 GB > * Disk - 10 GB > * Processor - Intel(R) Xeon(TM) CPU 3.40GHz > * Database and version - MySQL version 5.5.29 > * Apache version - Apache version 2.2.22 That's a tiny amount of memory for an RT server which also hosts the database on the same machine. You'll want to tune MySQL and Apache so they can't swap death. From trs at bestpractical.com Tue Jul 2 15:05:54 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 02 Jul 2013 12:05:54 -0700 Subject: [rt-users] RT Scrip In-Reply-To: <3a8eaba87c26439186ae12fda23884fb@BLUPR05MB103.namprd05.prod.outlook.com> References: <0181719716db456a8c07c386f09b1772@BLUPR05MB103.namprd05.prod.outlook.com> <3a8eaba87c26439186ae12fda23884fb@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <51D32492.2000206@bestpractical.com> On 07/02/2013 06:37 AM, Bryon Baker wrote: > it would be nice if there was a place people could put their scrips. A very good way to distribute custom scrips, actions, and conditions is to package them up into proper Perl classes and put them in an extension you publish to CPAN. That way they're installable and versionable and don't rely on error-prone copy and paste. From presnypreklad at gmail.com Tue Jul 2 16:13:31 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Tue, 2 Jul 2013 22:13:31 +0200 Subject: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules In-Reply-To: <66F399A5340D2E44B1D4A4672B648976DDD15D@canis.intrepidls.com> References: <66F399A5340D2E44B1D4A4672B648976DDD15D@canis.intrepidls.com> Message-ID: > Since I was unable to get the RT External Auth setup working with my Active > Directory Environment Seems to me that if you can get RT::Extension::LDAPImport to work, then you'll have a fighting chance of getting RT::Authen::ExternalAuth to work as well. Please post to the list your working LDAPImport config along with your non-working ExternalAuth config. For me, before I was able to get ExternAuth working, I first had to figure out how to bind to the LDAP server as a user (by providing that user's password). Once I was able to bind using 'ldapsearch' from the Linux command line, configuring ExternAuth was suddenly very easy. Once you have it set up, ExternalAuth will automatically create/update internal RT users for the LDAP users it authenticates, according to the "attr_map" setting. From landonstewart at gmail.com Tue Jul 2 16:13:15 2013 From: landonstewart at gmail.com (Landon) Date: Tue, 2 Jul 2013 13:13:15 -0700 Subject: [rt-users] Custom RTIR Action but rt-crontool can't seem to find it Message-ID: Hello, I've copied RTIR_FindIP.pm to RTIR_CustomFindIP.pm, edited the package name within the file and modified the ScripActions table entry and rt-crontool finds it without a problem. But? I have a problem with a new one. I've created a new RTIR_Classify.pm and modified the package in the file and added it to ScripActions using "sbin/rt-setup-database --action insert --datafile ?." and I can see it listed there but rt-crontool cannot find it. # stat /opt/rt4/local/plugins/RT-IR/lib/RT/Action/RTIR_Classify.pm File: `/opt/rt4/local/plugins/RT-IR/lib/RT/Action/RTIR_Classify.pm' Size: 815 Blocks: 8 IO Block: 4096 regular file Device: ca06h/51718d Inode: 23197 Links: 1 Access: (0444/-r--r--r--) Uid: ( 0/ root) Gid: ( 0/ root) Access: 2013-07-02 15:53:56.305283436 -0400 Modify: 2013-07-02 15:53:56.305283436 -0400 Change: 2013-07-02 15:57:15.078335450 -0400 mysql> SELECT * FROM ScripActions WHERE ExecModule = "RTIR_Classify"; +----+--------------------------------+----------------------------------------------------------+-------------------+----------+---------+---------------------+---------------+---------------------+ | id | Name | Description | ExecModule | Argument | Creator | Created | LastUpdatedBy | LastUpdated | +----+--------------------------------+----------------------------------------------------------+-------------------+----------+---------+---------------------+---------------+---------------------+ | 47 | RTIR Classify Tickets | Classifies and prioritize tickets based on their content | RTIR_Classify | NULL | 1 | 2013-07-02 19:37:05 | 1 | 2013-07-02 19:37:05 | +----+--------------------------------+----------------------------------------------------------+-------------------+----------+---------+---------------------+---------------+---------------------+ 1 row in set (0.00 sec) # /opt/rt4/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue \ --search-arg "Incident Reports" --action RT::Action::RTIR_Classify \ --transaction all --verbose Failed to load module RT::Action::RTIR_Classify. () at /opt/rt4/bin/rt-crontool line 304. Hrmmmm?. What am I missing? What do I not know about the magic of RTIR here? Again, the copied RTIR_CustomFindIP.pm gets found without a problem and works like a champ. -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jul 2 16:22:29 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Jul 2013 16:22:29 -0400 Subject: [rt-users] Comment notification e-mails dropping characters In-Reply-To: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> References: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> Message-ID: <20130702202229.GY71184@jibsheet.com> On Tue, Jul 02, 2013 at 05:37:44PM +0100, Samuel Jones wrote: > > > We've noticed a problem on our helpdesk recently, where e-mailed notifications of new comments > are loosing letters in their subject lines! As an Admin - go check your Admin Comment Template Tools -> Configuration -> Global -> Templates Show us the contents. You should also check for queue level templates. I expect a mis-edit or a mis-upgrade of some kind. -kevin > > Some examples are: > > > > [Comment] Missig Ev Rpr > > should be: [Comment] Missing Event Report > > > > [Comment] Vhicl Rd ha ar du PMI > > should be: [Comment] Vehicles Rented that are due PMI > > > > but, the outgoing e-mail event item from within the ticket shows the subject line as OK > > > > Subject: [CVS Helpdesk #745] [Comment] Vehicles Rented that are due PMI > > From: "James Green via RT" <> > > Reply-To: > > In-Reply-To: <515023E4.5090406 at uk-cvs.com> > > References: <515023E4.5090406@#######> > > Message-ID: > > Precedence: bulk > > X-RT-Loop-Prevention: CVS Helpdesk > > RT-Ticket: CVS Helpdesk #745 > > Managed-by: RT 4.0.4 (http://www.bestpractical.com/rt/) > > We're currently running RT 4.0.12. I can't work out why this would be happening at all :-( Please can someone help me out? > > Thanks in advance, > > Samuel (OrangutanClyde) -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jul 2 16:23:34 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Jul 2013 16:23:34 -0400 Subject: [rt-users] External Auth config with RT on Debian In-Reply-To: <66F399A5340D2E44B1D4A4672B648976DDD1ED@canis.intrepidls.com> References: <1372447762221-54486.post@n7.nabble.com> <20130701161420.GU71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC700@canis.intrepidls.com> <20130701162855.GV71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC7D1@canis.intrepidls.com> <20130702170434.GX71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDD1ED@canis.intrepidls.com> Message-ID: <20130702202334.GZ71184@jibsheet.com> On Tue, Jul 02, 2013 at 05:22:32PM +0000, Jeff Solberg wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA256 > > Kevin, > > In System Configuration in the Web UI I show the following being read in RT. > > LogToFile 'debug' site config > LogToFileNamed 'rt.log' site config > LogToScreen 'debug' site config > LogToSyslog '' site config > Plugins 'RT::Authen::ExternalAuth' site config > > Then under loaded Perl Modules I see > > RT::Authen::ExternalAuth 0.16 /usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm > > I would definably agree with you that the plugin is not being run because I have done TCP Packet dumps as I was logging in and there is no activity being sent to my LDAP Server/DC. Oddly enough one would think that with the debugging set it would be telling me something. As I stated earlier the only message being logged in RT.LOG is the FAILED LOGON message. I will look at the permissions on the plugin. Should it be readable by www-data? Thanks again for your help on this. I really need to get this working so I can then move on to the next phase and tailor it to my companies needs. It should be readable by the user your webserver runs as. Clearly the perl module loads, but the Mason components (under the html directory in the plugin) don't seem to be running. There will be no extra debugging unless the plugin is running. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From dgnapier at sfu.ca Tue Jul 2 16:24:33 2013 From: dgnapier at sfu.ca (Duncan Napier) Date: Tue, 2 Jul 2013 13:24:33 -0700 (PDT) Subject: [rt-users] How to modify/get rid of Custom Field Label In-Reply-To: <361095710.422020513.1372796539861.JavaMail.root@jaguar7.sfu.ca> Message-ID: <2126669328.422024986.1372796673316.JavaMail.root@jaguar7.sfu.ca> Thanks! Custom en.po did the trick! Duncan. --------------------------------------------------------- Date: Thu, 27 Jun 2013 16:03:27 -0400 From: Kevin Falcone To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to modify/get rid of Custom Field Label "Input must match [Mandatory]" Message-ID: <20130627200327.GS71184 at jibsheet.com> Content-Type: text/plain; charset="us-ascii" On Thu, Jun 27, 2013 at 07:00:38AM -0700, Duncan Napier wrote: > The label is cryptic and confusing to my end-users. I don't really need any regular expressions (other than the standard checks for escape or overflow inputs) as users input their supervisor/dept in one mandatory custom field and their location in a second. I've looked around at suggestions this maillist and at the code in > > rt/local/lib/RT/CustomField.pm > > I don't want to change any functionality within the module - it seems to be a whole lot of questionable modification to change a trivial label. Any suggestions? To hide it, use the css class on that div. To change it, make a custom en.po with something like msgid "Input must match %1" msgstr "Enter something" -kevin -- Regards, Duncan. ----------------------------------------------------------------------- Duncan Napier duncan_napier at sfu.ca http://www.sfu.ca/~dgnapier/ IT & Instrumentation Consultant Dept of Molecular Biology and Biochemistry Simon Fraser University "It takes ten years to become good at being a kid. Then another ten years to become good at not being a kid" - Larry Wall. From falcone at bestpractical.com Tue Jul 2 16:24:49 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Jul 2013 16:24:49 -0400 Subject: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules In-Reply-To: <66F399A5340D2E44B1D4A4672B648976DDD15D@canis.intrepidls.com> References: <66F399A5340D2E44B1D4A4672B648976DDD15D@canis.intrepidls.com> Message-ID: <20130702202449.GA71184@jibsheet.com> On Tue, Jul 02, 2013 at 04:57:33PM +0000, Jeff Solberg wrote: > Since I was unable to get the RT External Auth setup working with my Active Directory > Environment I have been looking at other solutions in getting my AD users logging into RT. I > have seen you can use Apache to handle Authentication but that method really doesn't look all > that attractive to me. I have now seen there is an LDAP import tool that can import users in > RT. Can this tool import the users from my Active Directory Server and when they go to login > will it look to the LDAP server to validate the users password? Or does it store everything > local in the MYSQL Database? In a perfect world I would get the External Auth working but I > for the life of me cannot pinpoint the disconnect that is in place. Please any advice on this > would be grateful . Thanks. RT-Extension-LDAPImport imports users and metadata, it does not import passwords and cannot be used to implement authentication. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jul 2 16:27:28 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Jul 2013 16:27:28 -0400 Subject: [rt-users] Custom RTIR Action but rt-crontool can't seem to find it In-Reply-To: References: Message-ID: <20130702202728.GB71184@jibsheet.com> On Tue, Jul 02, 2013 at 01:13:15PM -0700, Landon wrote: > Hello, > I've copied RTIR_FindIP.pm to RTIR_CustomFindIP.pm, edited the package name within the file > and modified the ScripActions table entry and rt-crontool finds it without a problem. > But I have a problem with a new one. I've created a new RTIR_Classify.pm and modified the > package in the file and added it to ScripActions using "sbin/rt-setup-database --action insert > --datafile ." and I can see it listed there but rt-crontool cannot find it. > # stat /opt/rt4/local/plugins/RT-IR/lib/RT/Action/RTIR_Classify.pm > File: `/opt/rt4/local/plugins/RT-IR/lib/RT/Action/RTIR_Classify.pm' > Size: 815 Blocks: 8 IO Block: 4096 regular file > Device: ca06h/51718d Inode: 23197 Links: 1 > Access: (0444/-r--r--r--) Uid: ( 0/ root) Gid: ( 0/ root) > Access: 2013-07-02 15:53:56.305283436 -0400 > Modify: 2013-07-02 15:53:56.305283436 -0400 > Change: 2013-07-02 15:57:15.078335450 -0400 > mysql> SELECT * FROM ScripActions WHERE ExecModule = "RTIR_Classify"; > +----+--------------------------------+----------------------------------------------------------+-------------------+----------+---------+---------------------+---------------+---------------------+ > | id | Name | Description | ExecModule | Argument | Creator | Created | LastUpdatedBy | > LastUpdated | > +----+--------------------------------+----------------------------------------------------------+-------------------+----------+---------+---------------------+---------------+---------------------+ > | 47 | RTIR Classify Tickets | Classifies and prioritize tickets based on their content | > RTIR_Classify | NULL | 1 | 2013-07-02 19:37:05 | 1 | 2013-07-02 19:37:05 | > +----+--------------------------------+----------------------------------------------------------+-------------------+----------+---------+---------------------+---------------+---------------------+ > 1 row in set (0.00 sec) > # /opt/rt4/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue \ > --search-arg "Incident Reports" --action RT::Action::RTIR_Classify \ > --transaction all --verbose > Failed to load module RT::Action::RTIR_Classify. () at /opt/rt4/bin/rt-crontool line 304. > Hrmmmm . What am I missing? What do I not know about the magic of RTIR here? Again, the copied > RTIR_CustomFindIP.pm gets found without a problem and works like a champ. My random guesses would be that the file has the wrong package, doesn't return a true value or otherwise fails to compile. If you open up rt-crontool and look right above line 304, it's doing a simple 'require' of the module. If RT::Action::RTIR_CustomFindIP works, then it isn't a library path problem, which means it's likely something wrong with your perl module. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jsolberg at intrepidls.com Tue Jul 2 16:27:59 2013 From: jsolberg at intrepidls.com (Jeff Solberg) Date: Tue, 2 Jul 2013 20:27:59 +0000 Subject: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules In-Reply-To: <20130702202449.GA71184@jibsheet.com> References: <66F399A5340D2E44B1D4A4672B648976DDD15D@canis.intrepidls.com> <20130702202449.GA71184@jibsheet.com> Message-ID: <66F399A5340D2E44B1D4A4672B648976DDD413@canis.intrepidls.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256 Thanks Kevin. I will continue to debug the External Auth road. I am starting to think that it is a permission issue like you have mentioned. I apologize how this has morphed into 2 threads. Jeff - -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, July 02, 2013 1:25 PM To: rt-users at lists.bestpractical.com Subject: [secure] Re: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules Sensitivity: Confidential * PGP Signed by an unknown key On Tue, Jul 02, 2013 at 04:57:33PM +0000, Jeff Solberg wrote: > Since I was unable to get the RT External Auth setup working with my Active Directory > Environment I have been looking at other solutions in getting my AD users logging into RT. I > have seen you can use Apache to handle Authentication but that method really doesn't look all > that attractive to me. I have now seen there is an LDAP import tool that can import users in > RT. Can this tool import the users from my Active Directory Server and when they go to login > will it look to the LDAP server to validate the users password? Or does it store everything > local in the MYSQL Database? In a perfect world I would get the External Auth working but I > for the life of me cannot pinpoint the disconnect that is in place. Please any advice on this > would be grateful . Thanks. RT-Extension-LDAPImport imports users and metadata, it does not import passwords and cannot be used to implement authentication. - -kevin * Unknown Key * 0x9E42250A -----BEGIN PGP SIGNATURE----- Version: PGP Universal 3.2.1 (Build 4940) Charset: us-ascii wsBVAwUBUdM30U8vfChWkpdqAQjdSAf+MgI7SPI6fA6gmRjsKoXSoKMpffGh4+0H AVTXpmRMz1VC8Vg6r35KPJ7HvJ3zkBNG3sKEsreu6XI/cQNSbqqQj0N8qlB7UrPY LrBB3Pg4YRr7fwbWiNzwil+Zp2s5nYyznxR4l4WdekR9t6UiXPzZRFgcLJcFkGrr 8Io61GqrXWqhof+p3Ww8AFKrKO7/eeri0SrA7ywxa0VOQprFvXfGeP2IQ8pcvj0X xY2FyPd8u/qHPvqdD2+GWwJ8CDxYAzST3VTO5qFlJbEA+7QWjcgR78m2NhydwTu6 aVsX17yCNpbAIFeQSRkMyVsT/ejJARPibdYnYlvvTpBpEpgTYI4AAg== =YRW1 -----END PGP SIGNATURE----- From presnypreklad at gmail.com Tue Jul 2 16:29:44 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Tue, 2 Jul 2013 22:29:44 +0200 Subject: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules In-Reply-To: <66F399A5340D2E44B1D4A4672B648976DDD3C9@canis.intrepidls.com> References: <66F399A5340D2E44B1D4A4672B648976DDD15D@canis.intrepidls.com> <66F399A5340D2E44B1D4A4672B648976DDD3C9@canis.intrepidls.com> Message-ID: > The RT Server itself is bound by LDAP Authentication using libpam-ldap modules. So Active Directory Authentication is defiantly working as I am logging into this machine with my AD creds. It is binding using the same username and password that I have in my RT External Auth config. I haven?t setup the RT-Extension-LDAP module yet. I just wanted to get some insite on how it worked compared to the other. Will this module work standalone or do you have to use it in conjunction with the RT External Auth plugin? Hi Jeff: (Be sure to reply to the list) As Kevin just wrote, LDAPImport is useless for authentication, so you would only want to use it if you need to get info (not passwords) for a bunch of users into the RT database all at once. The reason why I recommended it was that "bind w/password" might be more difficult to get working than "anonymous bind", which is what LDAPImport uses. So LDAPImport might be a stepping stone to ExternAuth. Just an idea. From dgnapier at sfu.ca Tue Jul 2 16:30:00 2013 From: dgnapier at sfu.ca (Duncan Napier) Date: Tue, 2 Jul 2013 13:30:00 -0700 (PDT) Subject: [rt-users] Change ordering of queues (alphabetical order by default) in SelfService "Create a ticket" In-Reply-To: <2076139123.422025468.1372796693102.JavaMail.root@jaguar7.sfu.ca> Message-ID: <1416283810.422044506.1372797000123.JavaMail.root@jaguar7.sfu.ca> Hi, We use self-service and allow users to create new tickets on our RT Website. When they go to create a new ticket, they are shown a list of queues available to them and click on the queue of their choice. The queues are listed in alphabetical order. Is there a way to put one queue - the one that is the most probable/popular - at the the top of the list, and out of the alphabetical order? -- Regards, Duncan. From jsolberg at intrepidls.com Tue Jul 2 16:36:28 2013 From: jsolberg at intrepidls.com (Jeff Solberg) Date: Tue, 2 Jul 2013 20:36:28 +0000 Subject: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules In-Reply-To: References: <66F399A5340D2E44B1D4A4672B648976DDD15D@canis.intrepidls.com> <66F399A5340D2E44B1D4A4672B648976DDD3C9@canis.intrepidls.com> Message-ID: <66F399A5340D2E44B1D4A4672B648976DDD44A@canis.intrepidls.com> Thanks Nathan. I apologize for not seeing that these responses were only directed at you and not the list. Sigh. I will try to find time here shortly to sit down and configure the LDAPImport and see if I have any success getting it doing the right thing. I will post my results. Again, thanks for all your help. Jeff -----Original Message----- From: Nathan Cutler [mailto:presnypreklad at gmail.com] Sent: Tuesday, July 02, 2013 1:30 PM To: Jeff Solberg Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules > The RT Server itself is bound by LDAP Authentication using libpam-ldap modules. So Active Directory Authentication is defiantly working as I am logging into this machine with my AD creds. It is binding using the same username and password that I have in my RT External Auth config. I haven?t setup the RT-Extension-LDAP module yet. I just wanted to get some insite on how it worked compared to the other. Will this module work standalone or do you have to use it in conjunction with the RT External Auth plugin? Hi Jeff: (Be sure to reply to the list) As Kevin just wrote, LDAPImport is useless for authentication, so you would only want to use it if you need to get info (not passwords) for a bunch of users into the RT database all at once. The reason why I recommended it was that "bind w/password" might be more difficult to get working than "anonymous bind", which is what LDAPImport uses. So LDAPImport might be a stepping stone to ExternAuth. Just an idea. From Sherri at incomeaccess.com Tue Jul 2 16:39:14 2013 From: Sherri at incomeaccess.com (Sherri McGurnaghan) Date: Tue, 2 Jul 2013 20:39:14 +0000 Subject: [rt-users] Can you run RT on the same server as Twiki? Message-ID: <735530A78059A949AC4200E2A3B0A5A40FD6A0@EXCH2010.corp.incomeaccess.com> Hi Thomas That worked! Thank you so much! Now we only have to worry about trying to configure fetchmail config! We will def make the changes to the memory - we have been so focused on the fact that we could not even get them running together that we have not evaluated it yet. Thank you again. Sherri ____ Message: 10 Date: Tue, 02 Jul 2013 12:04:04 -0700 From: Thomas Sibley To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Can you run RT on the same server as Twiki? Message-ID: <51D32424.9060809 at bestpractical.com> Content-Type: text/plain; charset=UTF-8 On 07/02/2013 11:42 AM, Sherri McGurnaghan wrote: > [crit]: Something went wrong while trying to run RT's standalone web server: > > Can't locate FCGI.pm in @INC (@INC contains: > /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib > /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 > /usr/share/perl/5.14 /usr/local/lib/site_perl .) at > /usr/share/perl5/Plack/Handler/FCGI.pm > line 8. You need to install the FCGI Perl module. Since you appear to be using the Ubuntu packages and the system perl, try this: apt-get install libfcgi-perl It should have been installed when you installed the Ubuntu package, since request-tracker4 depends on libhtml-mason-perl which depends on libfcgi-perl. RT's standard configure script during a tarball install has an --with-web-handler=fastcgi to ensure this dep is present. > So I am at a loss as what to do next. Maybe the two can?t run on the > same server? Any help / guidance would be appreciated. They can run just fine together, however: > FYI: > > * OS and version - Ubuntu 12.04 > * Memory - 1 GB > * Disk - 10 GB > * Processor - Intel(R) Xeon(TM) CPU 3.40GHz > * Database and version - MySQL version 5.5.29 > * Apache version - Apache version 2.2.22 That's a tiny amount of memory for an RT server which also hosts the database on the same machine. You'll want to tune MySQL and Apache so they can't swap death. From presnypreklad at gmail.com Tue Jul 2 16:51:45 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Tue, 2 Jul 2013 22:51:45 +0200 Subject: [rt-users] External Auth config with RT on Debian In-Reply-To: <1372447762221-54486.post@n7.nabble.com> References: <1372447762221-54486.post@n7.nabble.com> Message-ID: > I have ran into a wits end situation ... Apologize in advance if you've already looked into this possibility: > 'attr_match_list' => [ > 'Name', > 'EmailAddress', > 'RealName', > ], Have you checked if this is really what you want? Quoting from Thomas Sibley's documentation for the ExternAuth module at: http://search.cpan.org/~tsibley/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm " Once installed, you should view the file: 3.4/3.6 $RTHOME/local/etc/ExternalAuth/RT_SiteConfig.pm 3.8 $RTHOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm " Quoting from that file: ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. So, my question is: have you tried reducing attr_match_list? (Again, sorry if you did and I just missed it.) Nathan From landonstewart at gmail.com Tue Jul 2 16:57:39 2013 From: landonstewart at gmail.com (Landon) Date: Tue, 2 Jul 2013 13:57:39 -0700 Subject: [rt-users] Custom RTIR Action but rt-crontool can't seem to find it In-Reply-To: <20130702202728.GB71184@jibsheet.com> References: <20130702202728.GB71184@jibsheet.com> Message-ID: On 2 July 2013 13:27, Kevin Falcone wrote: > My random guesses would be that the file has the wrong package, > doesn't return a true value or otherwise fails to compile. > > If you open up rt-crontool and look right above line 304, it's doing a > simple 'require' of the module. If RT::Action::RTIR_CustomFindIP > works, then it isn't a library path problem, which means it's > likely something wrong with your perl module. > > Thank you Kevin - that was the mystery which wasn't much of a mystery at all. It works now after I fixed the custom module up. -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From jsolberg at intrepidls.com Tue Jul 2 18:01:15 2013 From: jsolberg at intrepidls.com (Jeff Solberg) Date: Tue, 2 Jul 2013 22:01:15 +0000 Subject: [rt-users] External Auth config with RT on Debian In-Reply-To: <20130702202334.GZ71184@jibsheet.com> References: <1372447762221-54486.post@n7.nabble.com> <20130701161420.GU71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC700@canis.intrepidls.com> <20130701162855.GV71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC7D1@canis.intrepidls.com> <20130702170434.GX71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDD1ED@canis.intrepidls.com> <20130702202334.GZ71184@jibsheet.com> Message-ID: <66F399A5340D2E44B1D4A4672B648976DDD502@canis.intrepidls.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256 After opening up the permissions on the directory where the External Auth Plugin lives (/usr/local/share/request-tracker4/) to my apache user I am now able to get logged into RT with a AD user!!!!! Prior to doing this root owned all these directories with only read permissions.. And looking at the logs I am now seeing a ton of chatter relating to this. Thanks for all your help. Jeff - -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, July 02, 2013 1:24 PM To: rt-users at lists.bestpractical.com Subject: [secure] Re: [rt-users] External Auth config with RT on Debian Sensitivity: Confidential * PGP Signed by an unknown key On Tue, Jul 02, 2013 at 05:22:32PM +0000, Jeff Solberg wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA256 > > Kevin, > > In System Configuration in the Web UI I show the following being read in RT. > > LogToFile 'debug' site config > LogToFileNamed 'rt.log' site config > LogToScreen 'debug' site config > LogToSyslog '' site config > Plugins 'RT::Authen::ExternalAuth' site config > > Then under loaded Perl Modules I see > > RT::Authen::ExternalAuth 0.16 /usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm > > I would definably agree with you that the plugin is not being run because I have done TCP Packet dumps as I was logging in and there is no activity being sent to my LDAP Server/DC. Oddly enough one would think that with the debugging set it would be telling me something. As I stated earlier the only message being logged in RT.LOG is the FAILED LOGON message. I will look at the permissions on the plugin. Should it be readable by www-data? Thanks again for your help on this. I really need to get this working so I can then move on to the next phase and tailor it to my companies needs. It should be readable by the user your webserver runs as. Clearly the perl module loads, but the Mason components (under the html directory in the plugin) don't seem to be running. There will be no extra debugging unless the plugin is running. - -kevin * Unknown Key * 0x9E42250A -----BEGIN PGP SIGNATURE----- Version: PGP Universal 3.2.1 (Build 4940) Charset: us-ascii wsBVAwUBUdNNrU8vfChWkpdqAQh4uAf/e7E9F1DV7qYLOSj2Giqv3UiI8cGBom/f LUMInMyCjUlPnZOlXDRvcweRlYS/yFOPMJvOUvabzGm3R/WvKJ96X6MpowxVTYLU KifS8SZ+RdpnZkGikWr4z8Omnlj+UkpsIrnTpC+EhTBIZmLTWGLr+Xzg0WO7WdpK EushxB0HWGjdE0e1bj/UxVJD+Arr7S279Wi/VUF4/RF7iaNZlkC5/pHnga0oJV7w +J5XcPSoDxo0eDfd62XkuAA5+38WqqSnIguz1TFmehEWCwx6zjh/862VWxyMjtzT MdiF/qw2VjHBXXfnObhwSi9f62H7WwakUdoGFTo0ecp5xCRKh3e1HA== =mU2I -----END PGP SIGNATURE----- From presnypreklad at gmail.com Tue Jul 2 20:18:28 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Wed, 3 Jul 2013 02:18:28 +0200 Subject: [rt-users] External Auth config with RT on Debian In-Reply-To: <66F399A5340D2E44B1D4A4672B648976DDD502@canis.intrepidls.com> References: <1372447762221-54486.post@n7.nabble.com> <20130701161420.GU71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC700@canis.intrepidls.com> <20130701162855.GV71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDC7D1@canis.intrepidls.com> <20130702170434.GX71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDD1ED@canis.intrepidls.com> <20130702202334.GZ71184@jibsheet.com> <66F399A5340D2E44B1D4A4672B648976DDD502@canis.intrepidls.com> Message-ID: > After opening up the permissions on the directory where the External Auth Plugin lives (/usr/local/share/request-tracker4/) to my apache user I am now able to get logged into RT with a AD user!!!!! Prior to doing this root owned all these directories with only read permissions.. Excellent news. > And looking at the logs I am now seeing a ton of chatter relating to this. Thanks for all your help. If you change the loglevel to "info" the amount of chatter goes way down and you still get useful information. Nathan From kriggle at akamai.com Tue Jul 2 21:26:23 2013 From: kriggle at akamai.com (Riggle, Kevin) Date: Tue, 2 Jul 2013 21:26:23 -0400 Subject: [rt-users] Enforcing uniqueness on Custom Field values? Message-ID: Hi all, Is there a way to ensure that multiply-valued Custom Fields (eg. a "Enter multiple values" CF) don't end up with duplicate entries? What I'm trying to do more broadly: I have another ticketing system I'm integrating with, and a single RT ticket can be associated with multiple tickets in this other system. I've added its subject tag to $ExtractSubjectTagMatch, but I also want to have an easy link to go visit the other ticket. I've created a CF with the right URL pattern, and I'm using a patched version of RT::Extension::ExtractCustomFieldValues to pull the subject tags into the CF, but if a new message comes in which adds a new subject tag, the earlier subject tags get added again. I can further hack RT::Extension::ExtractCustomFieldValues to ensure uniqueness on insertion, but this seems like something which might be better enforced at the CF level ("Enter multiple unique values"). Is there a way to do that? Or, is there a better way to solve my larger problem of links to the other ticketing system? - Kevin From scott.dalzell at aveva.com Wed Jul 3 06:10:08 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Wed, 3 Jul 2013 03:10:08 -0700 (PDT) Subject: [rt-users] How do you check the value of a Transaction CustomField In-Reply-To: <20130702165105.GW71184@jibsheet.com> References: <1372770871715-54509.post@n7.nabble.com> <20130702165105.GW71184@jibsheet.com> Message-ID: <1372846208168-54540.post@n7.nabble.com> Thank you for your quick response Ok so i am now trying to create a custom condition for my script to detect if the Transaction Custom Field ("Alert_Support_T") has been set to "Alert" the CF however it is not triggering when i set the CF in the transaction to alert any ideals where im going wrong ----------------------------------------------------------------------------------------- Custom Condition ----------------------------------------------------------------------------------------- my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; if ($trans->Type eq 'CustomField') {my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadByName(Queue => $trans->QueueObj->id,Name => "Alert_Support_T"); return 0 unless $cf->id; if ($trans->Field == $cf->id && $trans->NewValue eq "Alert") { return 1; } } return 0; ----------------------------------------------------------------------------------------- -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-do-you-check-the-value-of-a-Transaction-CustomField-tp54509p54540.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From scott.dalzell at aveva.com Wed Jul 3 06:18:32 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Wed, 3 Jul 2013 03:18:32 -0700 (PDT) Subject: [rt-users] How do you check the value of a Transaction CustomField In-Reply-To: <1372846208168-54540.post@n7.nabble.com> References: <1372770871715-54509.post@n7.nabble.com> <20130702165105.GW71184@jibsheet.com> <1372846208168-54540.post@n7.nabble.com> Message-ID: <1372846712695-54541.post@n7.nabble.com> Just a note the above works for the Ticket Custom Field if i change the $cf->LoadByName(Queue => $trans->QueueObj->id,Name => "Alert_Support_T"); to cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "Alert_Support"); -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-do-you-check-the-value-of-a-Transaction-CustomField-tp54509p54541.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From samuel+rt-users at tacticalbuddha.net Wed Jul 3 06:32:47 2013 From: samuel+rt-users at tacticalbuddha.net (Samuel Jones) Date: Wed, 03 Jul 2013 11:32:47 +0100 Subject: [rt-users] Comment notification e-mails dropping characters In-Reply-To: <20130702202229.GY71184@jibsheet.com> References: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> <20130702202229.GY71184@jibsheet.com> Message-ID: <1946821.WuZjpdYTxx@dharma.tacticalbuddha.net> Kevin, The template is below, all our queues use this global template for 'On Comment Notify AdminCcs as Comment' Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject||""); $s =~ s/[Comment]s*//g; $s =~ s/^Re:s*//i; $s;} RT-Attach-Message: yes {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} This is a comment. It is not sent to the Requestor(s): {$Transaction->Content()} On Tuesday 02 Jul 2013 16:22:29 Kevin Falcone wrote: > On Tue, Jul 02, 2013 at 05:37:44PM +0100, Samuel Jones wrote: > > We've noticed a problem on our helpdesk recently, where e-mailed > > notifications of new comments are loosing letters in their subject > > lines! > > As an Admin - go check your Admin Comment Template > Tools -> Configuration -> Global -> Templates > > Show us the contents. > > You should also check for queue level templates. I expect a mis-edit > or a mis-upgrade of some kind. > > -kevin > > > Some examples are: > > > > > > > > [Comment] Missig Ev Rpr > > > > should be: [Comment] Missing Event Report > > > > > > > > [Comment] Vhicl Rd ha ar du PMI > > > > should be: [Comment] Vehicles Rented that are due PMI > > > > > > > > but, the outgoing e-mail event item from within the ticket shows the > > subject line as OK > > > > > > > > Subject: [CVS Helpdesk #745] [Comment] Vehicles Rented that are due PMI > > > > From: "James Green via RT" <> > > > > Reply-To: > > > > In-Reply-To: <515023E4.5090406 at uk-cvs.com> > > > > References: <515023E4.5090406@#######> > > > > Message-ID: > > > > Precedence: bulk > > > > X-RT-Loop-Prevention: CVS Helpdesk > > > > RT-Ticket: CVS Helpdesk #745 > > > > Managed-by: RT 4.0.4 (http://www.bestpractical.com/rt/) > > > > We're currently running RT 4.0.12. I can't work out why this would be > > happening at all :-( Please can someone help me out? > > > > Thanks in advance, > > > > Samuel (OrangutanClyde) From falcone at bestpractical.com Wed Jul 3 09:19:55 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Jul 2013 09:19:55 -0400 Subject: [rt-users] Comment notification e-mails dropping characters In-Reply-To: <1946821.WuZjpdYTxx@dharma.tacticalbuddha.net> References: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> <20130702202229.GY71184@jibsheet.com> <1946821.WuZjpdYTxx@dharma.tacticalbuddha.net> Message-ID: <20130703131955.GC71184@jibsheet.com> On Wed, Jul 03, 2013 at 11:32:47AM +0100, Samuel Jones wrote: > The template is below, all our queues use this global template for 'On Comment > Notify > AdminCcs as Comment' > > Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject||""); $s =~ > s/[Comment]s*//g; $s =~ s/^Re:s*//i; $s;} > RT-Attach-Message: yes A straight-up RT 4.0.13 install should yield this in the Subject: line Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject||""); $s =~ s/\[Comment\]\s*//g; $s =~ s/^Re:\s*//i; $s;} Notice all the backslashes that you're missing? In particular, \[Comment\] becoming [Comment] means the code will remove any C, o, m, e, n or t from the Subject on Comments. You say you're on 4.0.12, your email headers say you're on 4.0.4. Was this an upgrade, if so from what version. You can also look at the Templates table for the LastUpdated and LastUpdatedBy fields to see if there are hints (compare them to Created). If you upgraded from 3.8, some of those columns won't have useful values. -kevin > {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > This is a comment. It is not sent to the Requestor(s): > > {$Transaction->Content()} > > > On Tuesday 02 Jul 2013 16:22:29 Kevin Falcone wrote: > > On Tue, Jul 02, 2013 at 05:37:44PM +0100, Samuel Jones wrote: > > > We've noticed a problem on our helpdesk recently, where e-mailed > > > notifications of new comments are loosing letters in their subject > > > lines! > > > > As an Admin - go check your Admin Comment Template > > Tools -> Configuration -> Global -> Templates > > > > Show us the contents. > > > > You should also check for queue level templates. I expect a mis-edit > > or a mis-upgrade of some kind. > > > > -kevin > > > > > Some examples are: > > > > > > > > > > > > [Comment] Missig Ev Rpr > > > > > > should be: [Comment] Missing Event Report > > > > > > > > > > > > [Comment] Vhicl Rd ha ar du PMI > > > > > > should be: [Comment] Vehicles Rented that are due PMI > > > > > > > > > > > > but, the outgoing e-mail event item from within the ticket shows the > > > subject line as OK > > > > > > > > > > > > Subject: [CVS Helpdesk #745] [Comment] Vehicles Rented that are due PMI > > > > > > From: "James Green via RT" <> > > > > > > Reply-To: > > > > > > In-Reply-To: <515023E4.5090406 at uk-cvs.com> > > > > > > References: <515023E4.5090406@#######> > > > > > > Message-ID: > > > > > > Precedence: bulk > > > > > > X-RT-Loop-Prevention: CVS Helpdesk > > > > > > RT-Ticket: CVS Helpdesk #745 > > > > > > Managed-by: RT 4.0.4 (http://www.bestpractical.com/rt/) > > > > > > We're currently running RT 4.0.12. I can't work out why this would be > > > happening at all :-( Please can someone help me out? > > > > > > Thanks in advance, > > > > > > Samuel (OrangutanClyde) -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From samuel+rt-users at tacticalbuddha.net Wed Jul 3 09:42:40 2013 From: samuel+rt-users at tacticalbuddha.net (Samuel Jones) Date: Wed, 03 Jul 2013 14:42:40 +0100 Subject: [rt-users] Comment notification e-mails dropping characters In-Reply-To: <20130703131955.GC71184@jibsheet.com> References: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> <1946821.WuZjpdYTxx@dharma.tacticalbuddha.net> <20130703131955.GC71184@jibsheet.com> Message-ID: <2489341.WzcyBCdFbG@dharma.tacticalbuddha.net> It's a fresh 4.0.12 install with the old data imported rather than an upgrade, I'm presuming that import mangled the global templates somehow! Well spotted. I'll c+p the proper global template in and see if that clears the issue up, and look at updated to 4.0.13 in the mean time too! (Didn't know it was out, best sign up for rt-announce!) On Wednesday 03 Jul 2013 09:19:55 Kevin Falcone wrote: > On Wed, Jul 03, 2013 at 11:32:47AM +0100, Samuel Jones wrote: > > The template is below, all our queues use this global template for 'On > > Comment Notify > > AdminCcs as Comment' > > > > Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject||""); > > $s =~ s/[Comment]s*//g; $s =~ s/^Re:s*//i; $s;} > > RT-Attach-Message: yes > > A straight-up RT 4.0.13 install should yield this in the Subject: line > Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject||""); $s > =~ s/\[Comment\]\s*//g; $s =~ s/^Re:\s*//i; $s;} > > Notice all the backslashes that you're missing? > In particular, \[Comment\] becoming [Comment] means the code will > remove any C, o, m, e, n or t from the Subject on Comments. > > You say you're on 4.0.12, your email headers say you're on 4.0.4. Was > this an upgrade, if so from what version. You can also look at the > Templates table for the LastUpdated and LastUpdatedBy fields to see if > there are hints (compare them to Created). If you upgraded from 3.8, > some of those columns won't have useful values. > > -kevin > > > {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > > This is a comment. It is not sent to the Requestor(s): > > > > {$Transaction->Content()} > > > > On Tuesday 02 Jul 2013 16:22:29 Kevin Falcone wrote: > > > On Tue, Jul 02, 2013 at 05:37:44PM +0100, Samuel Jones wrote: > > > > We've noticed a problem on our helpdesk recently, where e-mailed > > > > notifications of new comments are loosing letters in their subject > > > > lines! > > > > > > As an Admin - go check your Admin Comment Template > > > Tools -> Configuration -> Global -> Templates > > > > > > Show us the contents. > > > > > > You should also check for queue level templates. I expect a mis-edit > > > or a mis-upgrade of some kind. > > > > > > -kevin > > > > > > > Some examples are: > > > > > > > > > > > > > > > > [Comment] Missig Ev Rpr > > > > > > > > should be: [Comment] Missing Event Report > > > > > > > > > > > > > > > > [Comment] Vhicl Rd ha ar du PMI > > > > > > > > should be: [Comment] Vehicles Rented that are due PMI > > > > > > > > > > > > > > > > but, the outgoing e-mail event item from within the ticket shows > > > > the > > > > subject line as OK > > > > > > > > > > > > > > > > Subject: [CVS Helpdesk #745] [Comment] Vehicles Rented that are due > > > > PMI > > > > > > > > From: "James Green via RT" <> > > > > > > > > Reply-To: > > > > > > > > In-Reply-To: <515023E4.5090406 at uk-cvs.com> > > > > > > > > References: <515023E4.5090406@#######> > > > > > > > > Message-ID: > > > > > > > > Precedence: bulk > > > > > > > > X-RT-Loop-Prevention: CVS Helpdesk > > > > > > > > RT-Ticket: CVS Helpdesk #745 > > > > > > > > Managed-by: RT 4.0.4 (http://www.bestpractical.com/rt/) > > > > > > > > We're currently running RT 4.0.12. I can't work out why this would be > > > > happening at all :-( Please can someone help me out? > > > > > > > > Thanks in advance, > > > > > > > > Samuel (OrangutanClyde) From eyler_sarah at bah.com Wed Jul 3 09:46:00 2013 From: eyler_sarah at bah.com (Eyler, Sarah [USA]) Date: Wed, 3 Jul 2013 13:46:00 +0000 Subject: [rt-users] Problem with RT_SiteConfig changes Showing on Web In-Reply-To: <0C52400AB199394CA16A13F4E702FD952FF24D26@ASHBDAG2M4.resource.ds.bah.com> References: <0C52400AB199394CA16A13F4E702FD952FF24D26@ASHBDAG2M4.resource.ds.bah.com> Message-ID: <0C52400AB199394CA16A13F4E702FD952FF33E61@ASHBDAG2M4.resource.ds.bah.com> Does anyone else have problems with apache not starting/restarting RT so that changes to the RT_SiteConfig.pm file are seen on the Web? I still cannot find a resolution to this. thanks From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eyler, Sarah [USA] Sent: Thursday, June 27, 2013 1:06 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problem with RT_SiteConfig changes Showing on Web System Information: OS: RHEL 5.9 RT version 4 Apache 2.2.24 Mod_perl 2.0 (statically linked) DNS is a little weird. The server is located in a domain different from the one where users access the web site. For instance the server's name is host.domainA but is accessed via the web by host.domainB. The server has a DNS A Record on domainB's DNS server. The server has an A record and an alias on domainA's DNS server. My RT_SiteConfig sets the $rtname, $Organization, and $webdomain to the host.domainB name. ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access LogLevel debug AddDefaultCharset UTF-8 DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); I am new to RT and recently stood up my RT server. I am still in the initial configuration stage. When I make changes to the RT_SiteConfig.pm file I then stop/start httpd. However, the changes never make it to the web until I reboot the server. Additionally, when the server comes back up from the reboot, httpd has started but RT has not. I have to start RT by running the command: "rt-server &". I thought that RT should stop/start with httpd. Does anyone know if there is something I need to do so that when I stop/start apache the RT config will effect its changes to the web? Also, if anyone can tell me if RT is supposed to start/stop with Apache? I have tried making changes to the way my VH is configured in by using the IP, the name, and *. My httpd.conf file is configured to use the httpd-vhosts.conf file. Running httpd -t shows that my vhost file is syntactically correct. I have googled, searched the wiki, and searched through past rt-users inquiries to no avail. The only thing I found was that you need to stop/start httpd rather than just restarting it. Thanks Sarah -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.dalzell at aveva.com Wed Jul 3 10:00:26 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Wed, 3 Jul 2013 07:00:26 -0700 (PDT) Subject: [rt-users] Linking a Transaction CF value to a Ticket CF value Message-ID: <1372860026647-54546.post@n7.nabble.com> I currently have 2 customfields assosated with my tickets. Both will be used to highlight a ticket to our support team when set to 'Alert'. Currently the CF on the ticket is used to updates the required tables and notify support etc but having a CF on the Transaction would make it easyer for the user to Alert support and give a description of the issue as many times the user has forgoten to do this Ticket CF - 'Alert_Support' Trans CF - 'Alert_Support_T' what i want to do is to create a script that will detect when the "Alert_Support_T" CF is updated to 'Alert' and then update the "Alert_Support" CF to 'Alert' to allow all the aproprate tables to update to highlight the ticket to the support team I have been trying for serveral days to get this working but as im new to RT i feel like im missing something straight foward I currently have the following script Descrition - ZZZ - Test Alert_Support_T trigger Condition - User Defined Action - User Defined Template - Global Template - Blank Stage - TransactionCreate ###Custom Conditions### #Set my Variables my $trans = $self->TransactionObj; my $type = $trans->Type; #Check CustomField on Create ticket if ( $type eq 'Create' ) { return 0 unless $trans->FirstCustomFieldValue('Alert_Support_T') eq 'Alert'; } #check Customfield on ticket update elsif ( $type eq 'CustomField' ) { # CF can be changed later my $cf = RT::CustomField->new( $self->CurrentUser ); $cf->Load( $trans->Field ); return 0 unless $cf->Name eq 'Alert_Support_T'; return 0 unless $trans->NewValue eq 'Alert'; } else { return 0; } return 1; ###Custom Action### #Set my Variables my $ticket = $self->TicketObj; #CODE - update CF $ticket->AddCustomFieldValue( Field => 'Alert_Support', Value => 'Alert' ); return 1; ###Custom Action### return 1; i am under the impresion that the script is failing to trigger so i figure there is an issue with the custom conditions but i cant figure out where if you could give me any help on this issue it would be a great help thank you -- View this message in context: http://requesttracker.8502.n7.nabble.com/Linking-a-Transaction-CF-value-to-a-Ticket-CF-value-tp54546.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Wed Jul 3 11:58:14 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Jul 2013 11:58:14 -0400 Subject: [rt-users] Linking a Transaction CF value to a Ticket CF value In-Reply-To: <1372860026647-54546.post@n7.nabble.com> References: <1372860026647-54546.post@n7.nabble.com> Message-ID: <20130703155814.GD71184@jibsheet.com> On Wed, Jul 03, 2013 at 07:00:26AM -0700, scott.dalzell wrote: > I currently have 2 customfields assosated with my tickets. Both will be used > to highlight a ticket to our support team when set to 'Alert'. > > Currently the CF on the ticket is used to updates the required tables and > notify support etc but having a CF on the Transaction would make it easyer > for the user to Alert support and give a description of the issue as many > times the user has forgoten to do this I'm glad I noticed you had started a new thread, so I didn't reply to your Load questions on the previous thread. > Ticket CF - 'Alert_Support' > Trans CF - 'Alert_Support_T' Is the Create part working? > #Check CustomField on Create ticket > if ( $type eq 'Create' ) { > return 0 unless $trans->FirstCustomFieldValue('Alert_Support_T') eq > 'Alert'; > } For this part, add debugging: > #check Customfield on ticket update > elsif ( $type eq 'CustomField' ) { > # CF can be changed later > my $cf = RT::CustomField->new( $self->CurrentUser ); > $cf->Load( $trans->Field ); You should always check Load my ($id, $msg) = $cf->Load("Foo"); unless ($id) { RT->Logger->error("Unable to load Foo: $msg"; return 0; } Use similar RT->Logger calls below to find out where your condition is exiting. -kevin > return 0 unless $cf->Name eq 'Alert_Support_T'; > return 0 unless $trans->NewValue eq 'Alert'; > } else { > return 0; > } > return 1; -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jul 3 12:02:35 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Jul 2013 12:02:35 -0400 Subject: [rt-users] Problem with RT_SiteConfig changes Showing on Web In-Reply-To: <0C52400AB199394CA16A13F4E702FD952FF33E61@ASHBDAG2M4.resource.ds.bah.com> References: <0C52400AB199394CA16A13F4E702FD952FF24D26@ASHBDAG2M4.resource.ds.bah.com> <0C52400AB199394CA16A13F4E702FD952FF33E61@ASHBDAG2M4.resource.ds.bah.com> Message-ID: <20130703160235.GE71184@jibsheet.com> On Wed, Jul 03, 2013 at 01:46:00PM +0000, Eyler, Sarah [USA] wrote: > Does anyone else have problems with apache not starting/restarting RT so that changes to the > RT_SiteConfig.pm file are seen on the Web? I still cannot find a resolution to this. > > I am new to RT and recently stood up my RT server. I am still in the initial configuration > stage. When I make changes to the RT_SiteConfig.pm file I then stop/start httpd. However, > the changes never make it to the web until I reboot the server. Additionally, when the server > comes back up from the reboot, httpd has started but RT has not. I have to start RT by > running the command: "rt-server &". I thought that RT should stop/start with httpd. Does Your config says that mod_perl is running RT, but if you have to run rt-server manually, then that isn't true. If you're running rt-server then *it* is connecting to port 80 on the server and serving content. If that is true, what port do you have Apache running on? If apache was actually invoking and serving RT for you, you would not need to reboot to see config changes. Running rt-server manually to serve RT is contradictory to trying to run RT under mod_perl. I suspect that your DNS shenanigans and VirtualHost directives aren't working together as you expect. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jul 3 12:03:32 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Jul 2013 12:03:32 -0400 Subject: [rt-users] Comment notification e-mails dropping characters In-Reply-To: <2489341.WzcyBCdFbG@dharma.tacticalbuddha.net> References: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> <1946821.WuZjpdYTxx@dharma.tacticalbuddha.net> <20130703131955.GC71184@jibsheet.com> <2489341.WzcyBCdFbG@dharma.tacticalbuddha.net> Message-ID: <20130703160332.GF71184@jibsheet.com> On Wed, Jul 03, 2013 at 02:42:40PM +0100, Samuel Jones wrote: > It's a fresh 4.0.12 install with the old data imported rather than an upgrade, > I'm presuming that import mangled the global templates somehow! Well spotted. If your old data was from a non-4.0.12 install (and your email headers imply that you were running 4.0.4) you really need to stop and do a proper upgrade. > I'll c+p the proper global template in and see if that clears the issue up, > and look at updated to 4.0.13 in the mean time too! (Didn't know it was out, > best sign up for rt-announce!) > > On Wednesday 03 Jul 2013 09:19:55 Kevin Falcone wrote: > > On Wed, Jul 03, 2013 at 11:32:47AM +0100, Samuel Jones wrote: > > > The template is below, all our queues use this global template for 'On > > > Comment Notify > > > AdminCcs as Comment' > > > > > > Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject||""); > > > $s =~ s/[Comment]s*//g; $s =~ s/^Re:s*//i; $s;} > > > RT-Attach-Message: yes > > > > A straight-up RT 4.0.13 install should yield this in the Subject: line > > Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject||""); $s > > =~ s/\[Comment\]\s*//g; $s =~ s/^Re:\s*//i; $s;} > > > > Notice all the backslashes that you're missing? > > In particular, \[Comment\] becoming [Comment] means the code will > > remove any C, o, m, e, n or t from the Subject on Comments. > > > > You say you're on 4.0.12, your email headers say you're on 4.0.4. Was > > this an upgrade, if so from what version. You can also look at the > > Templates table for the LastUpdated and LastUpdatedBy fields to see if > > there are hints (compare them to Created). If you upgraded from 3.8, > > some of those columns won't have useful values. > > > > -kevin > > > > > {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > > > This is a comment. It is not sent to the Requestor(s): > > > > > > {$Transaction->Content()} > > > > > > On Tuesday 02 Jul 2013 16:22:29 Kevin Falcone wrote: > > > > On Tue, Jul 02, 2013 at 05:37:44PM +0100, Samuel Jones wrote: > > > > > We've noticed a problem on our helpdesk recently, where e-mailed > > > > > notifications of new comments are loosing letters in their subject > > > > > lines! > > > > > > > > As an Admin - go check your Admin Comment Template > > > > Tools -> Configuration -> Global -> Templates > > > > > > > > Show us the contents. > > > > > > > > You should also check for queue level templates. I expect a mis-edit > > > > or a mis-upgrade of some kind. > > > > > > > > -kevin > > > > > > > > > Some examples are: > > > > > > > > > > > > > > > > > > > > [Comment] Missig Ev Rpr > > > > > > > > > > should be: [Comment] Missing Event Report > > > > > > > > > > > > > > > > > > > > [Comment] Vhicl Rd ha ar du PMI > > > > > > > > > > should be: [Comment] Vehicles Rented that are due PMI > > > > > > > > > > > > > > > > > > > > but, the outgoing e-mail event item from within the ticket shows > > > > > the > > > > > subject line as OK > > > > > > > > > > > > > > > > > > > > Subject: [CVS Helpdesk #745] [Comment] Vehicles Rented that are due > > > > > PMI > > > > > > > > > > From: "James Green via RT" <> > > > > > > > > > > Reply-To: > > > > > > > > > > In-Reply-To: <515023E4.5090406 at uk-cvs.com> > > > > > > > > > > References: <515023E4.5090406@#######> > > > > > > > > > > Message-ID: > > > > > > > > > > Precedence: bulk > > > > > > > > > > X-RT-Loop-Prevention: CVS Helpdesk > > > > > > > > > > RT-Ticket: CVS Helpdesk #745 > > > > > > > > > > Managed-by: RT 4.0.4 (http://www.bestpractical.com/rt/) > > > > > > > > > > We're currently running RT 4.0.12. I can't work out why this would be > > > > > happening at all :-( Please can someone help me out? > > > > > > > > > > Thanks in advance, > > > > > > > > > > Samuel (OrangutanClyde) -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jul 3 12:09:13 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Jul 2013 12:09:13 -0400 Subject: [rt-users] Change ordering of queues (alphabetical order by default) in SelfService "Create a ticket" In-Reply-To: <1416283810.422044506.1372797000123.JavaMail.root@jaguar7.sfu.ca> References: <2076139123.422025468.1372796693102.JavaMail.root@jaguar7.sfu.ca> <1416283810.422044506.1372797000123.JavaMail.root@jaguar7.sfu.ca> Message-ID: <20130703160913.GG71184@jibsheet.com> On Tue, Jul 02, 2013 at 01:30:00PM -0700, Duncan Napier wrote: > We use self-service and allow users to create new tickets on our RT > Website. When they go to create a new ticket, they are shown a list of > queues available to them and click on the queue of their choice. The > queues are listed in alphabetical order. Is there a way to put one > queue - the one that is the most probable/popular - at the the top of > the list, and out of the alphabetical order? At this time, your options are something like: a) Name your Queue "1. Special Queue" (people do this apparently). b) Create an Overlay of CreateTicketInQueue.html http://requesttracker.wikia.com/wiki/Customizing c) Send a patch adding a callback to modify the Queues collection in CreateTicketInQueue.html so that you can make the customization more cleanly. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jul 3 12:19:57 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Jul 2013 12:19:57 -0400 Subject: [rt-users] Setting owner when creating ticket In-Reply-To: <1372786528322-54517.post@n7.nabble.com> References: <1372786528322-54517.post@n7.nabble.com> Message-ID: <20130703161957.GH71184@jibsheet.com> On Tue, Jul 02, 2013 at 10:35:28AM -0700, jmalhi wrote: > I have setup two queue's "General" and "Supplies". I have created two groups > "General staff" and "Supplies Staff" which include one Privileged user each. > My issue is that when a user belonging to General creates a ticket in > supplies queue, he is able set the owner which is what I don't want. Is that > the default behavior? so If users are privileged, they can set owner in any > queue when creating a ticket even if they don't belong to that queue in > anyway. What am I missing, please help. Thanks. The privileged users UI contains an owner dropdown box and there are no ACLs that prevent them from assigning an owner. The unprivileged users UI (SelfService) does not have an Owner selector. Your options are to hide the box, use a callback or a scrip to unset the owner or staff training. -kevin > > Privileges granted: > General queue: > - Everyone: none > - Privileged: CreateTicket and SeeQueue > - Unprivileged: CreateTicket and SeeQueue > Roles: > - AdminCc: ShowTicket > - Cc: ShowTicket > - Owner: ShowTicket > - Requestor: ShowTicket > User Groups: > - General Staff: CreateTicket, ReplyToTicket, ShowTicket, OwnTicket, > TakeTicket > > > Supplies queue: > - Everyone: none > - Privileged: CreateTicket and SeeQueue > - Unprivileged: CreateTicket and SeeQueue > Roles: > - AdminCc: ShowTicket > - Cc: ShowTicket > - Owner: ShowTicket > - Requestor: ShowTicket > User Groups: > - Supplies Staff: CreateTicket, ReplyToTicket, ShowTicket, OwnTicket, > TakeTicket > > No global permissions are given to any group, role or user > > > > -- > View this message in context: http://requesttracker.8502.n7.nabble.com/Setting-owner-when-creating-ticket-tp54517.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From eyler_sarah at bah.com Wed Jul 3 12:50:40 2013 From: eyler_sarah at bah.com (Eyler, Sarah [USA]) Date: Wed, 3 Jul 2013 16:50:40 +0000 Subject: [rt-users] [External] Re: Problem with RT_SiteConfig changes Showing on Web In-Reply-To: <20130703160235.GE71184@jibsheet.com> References: <0C52400AB199394CA16A13F4E702FD952FF24D26@ASHBDAG2M4.resource.ds.bah.com> <0C52400AB199394CA16A13F4E702FD952FF33E61@ASHBDAG2M4.resource.ds.bah.com> <20130703160235.GE71184@jibsheet.com> Message-ID: <0C52400AB199394CA16A13F4E702FD952FF34020@ASHBDAG2M4.resource.ds.bah.com> Kevin, Thank you! Your question " what port do you have Apache running on?" made me realize that my httpd.conf was configured to listen on port 80 while my RT was listening on port 8080 as was my Vhost. I changed my httpd.conf to listen on port 8080 and now RT stops/starts with Apache. Problem resolved, thank you for your help. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, July 03, 2013 12:03 PM To: rt-users at lists.bestpractical.com Subject: [External] Re: [rt-users] Problem with RT_SiteConfig changes Showing on Web On Wed, Jul 03, 2013 at 01:46:00PM +0000, Eyler, Sarah [USA] wrote: > Does anyone else have problems with apache not starting/restarting RT so that changes to the > RT_SiteConfig.pm file are seen on the Web? I still cannot find a resolution to this. > > I am new to RT and recently stood up my RT server. I am still in the initial configuration > stage. When I make changes to the RT_SiteConfig.pm file I then stop/start httpd. However, > the changes never make it to the web until I reboot the server. Additionally, when the server > comes back up from the reboot, httpd has started but RT has not. I have to start RT by > running the command: "rt-server &". I thought that RT should > stop/start with httpd. Does Your config says that mod_perl is running RT, but if you have to run rt-server manually, then that isn't true. If you're running rt-server then *it* is connecting to port 80 on the server and serving content. If that is true, what port do you have Apache running on? If apache was actually invoking and serving RT for you, you would not need to reboot to see config changes. Running rt-server manually to serve RT is contradictory to trying to run RT under mod_perl. I suspect that your DNS shenanigans and VirtualHost directives aren't working together as you expect. -kevin From trs at bestpractical.com Wed Jul 3 17:51:30 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 03 Jul 2013 14:51:30 -0700 Subject: [rt-users] How do you check the value of a Transaction CustomField In-Reply-To: <1372846712695-54541.post@n7.nabble.com> References: <1372770871715-54509.post@n7.nabble.com> <20130702165105.GW71184@jibsheet.com> <1372846208168-54540.post@n7.nabble.com> <1372846712695-54541.post@n7.nabble.com> Message-ID: <51D49CE2.2080606@bestpractical.com> On 07/03/2013 03:18 AM, scott.dalzell wrote: > Just a note the above works for the Ticket Custom Field if i change the > > $cf->LoadByName(Queue => $trans->QueueObj->id,Name => "Alert_Support_T"); > to > cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "Alert_Support"); RT::CustomField->LoadByName only loads ticket CFs, no other types (for historical reasons). You'll need to load it differently. From bill.melotti at mblox.com Thu Jul 4 03:07:52 2013 From: bill.melotti at mblox.com (Bill Melotti) Date: Thu, 4 Jul 2013 00:07:52 -0700 (PDT) Subject: [rt-users] Problem configuring RT Timezone In-Reply-To: <4BD7EA0D.7040206@lmax.com> References: <4BC6045D.4070301@lmax.com> <4BD6EE83.4030506@lmax.com> <4BD714C1.6060105@lmax.com> <4BD7EA0D.7040206@lmax.com> Message-ID: <1372921672153-54555.post@n7.nabble.com> I had the same problem, RT 3.8.11. The problem is in rt/lib/RT/Date.pm, function Localtime (line 971 for me) The call to localtime ( @local = localtime($unix); ) just doesn't work, always returning effectively same as gmtime. All the parameters are correct. I instead wrote a function using DateTime perl module. However there was a name clash with a function in the RT file called DateTime and despite there being code elsewhere in this file that claimed to make use of DateTime module, I couldn't get it to work. So I wrote my own wrapper module exporting function 'xxLocaltime' (so I could find it easily again in future) which had to go in rt/local/lib. This was able to create DateTime objects, fake the action of localtime perl builtin and now it works correctly. Two final notes, there seems to be some problems with the formatting, so I always choose the system default via the web GUI even though I don't like it and I am using mod_perl, but no idea what version, I don't know how you can find that out. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-configuring-RT-Timezone-tp43488p54555.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexdecalli71 at gmail.com Thu Jul 4 03:40:12 2013 From: alexdecalli71 at gmail.com (Alex Decalli) Date: Thu, 4 Jul 2013 09:40:12 +0200 Subject: [rt-users] -> Problem with Autologoff Message-ID: Hello everyone :) I am new in RT. We have a server with ubuntu 11.04 and RT 3.8, I need to logout people who have ideal sessions... So I was reading about it and found out that I should put $AutoLogoff and set it, on the test server, I did this: *Set($AutoLogoff, 1);* Now it doesn't work, I mean I login and have an ideal page, but it doesn'tlogout me after one minute. What should I do??? Thanks a looot -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexdecalli71 at gmail.com Thu Jul 4 03:59:39 2013 From: alexdecalli71 at gmail.com (Alex Decalli) Date: Thu, 4 Jul 2013 09:59:39 +0200 Subject: [rt-users] -> Problem with Autologoff In-Reply-To: References: Message-ID: Hello Again :) I just found out something, this actually works, *BUT*: If after one minute, I click on the *"home"* link, it says that I should login again, and it's good, it means RT has closed my session If after one minute I click on *ANY OTHE*R link than home, it resumes working... after this, home page is also fine. I wonder why... Anybody has any idea about it?? On Thu, Jul 4, 2013 at 9:40 AM, Alex Decalli wrote: > Hello everyone :) > I am new in RT. We have a server with ubuntu 11.04 and RT 3.8, I need to > logout people who have ideal sessions... So I was reading about it and > found out that I should put $AutoLogoff and set it, on the test server, I > did this: > > *Set($AutoLogoff, 1);* > > Now it doesn't work, I mean I login and have an ideal page, but it doesn'tlogout me after one minute. What should I do??? Thanks a looot > -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.dalzell at aveva.com Thu Jul 4 05:17:10 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Thu, 4 Jul 2013 02:17:10 -0700 (PDT) Subject: [rt-users] How do you check the value of a Transaction CustomField In-Reply-To: <51D49CE2.2080606@bestpractical.com> References: <1372770871715-54509.post@n7.nabble.com> <20130702165105.GW71184@jibsheet.com> <1372846208168-54540.post@n7.nabble.com> <1372846712695-54541.post@n7.nabble.com> <51D49CE2.2080606@bestpractical.com> Message-ID: <1372929430698-54558.post@n7.nabble.com> ah ok so that method wont work what method can be used for Transaction CFs? -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-do-you-check-the-value-of-a-Transaction-CustomField-tp54509p54558.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From scott.dalzell at aveva.com Thu Jul 4 05:38:10 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Thu, 4 Jul 2013 02:38:10 -0700 (PDT) Subject: [rt-users] Linking a Transaction CF value to a Ticket CF value In-Reply-To: <20130703155814.GD71184@jibsheet.com> References: <1372860026647-54546.post@n7.nabble.com> <20130703155814.GD71184@jibsheet.com> Message-ID: <1372930690510-54559.post@n7.nabble.com> The "if ( $type eq 'Create' ) {" & "elsif ( $type eq 'CustomField' ) {" section dont work correctly as there not returning the corect values out regardless if Alert_Support_T is set to 'Alert' or 'null' The 'Create' section always returns 1 and continualy sends emails and the 'custonfield' section always returns 0 Could you explain to me how to add the logger (below) as i get a sintax error when i try to add it refering to 'Alert_Support_T' >You should always check Load >my ($id, $msg) = $cf->Load("Alert_Support_T""); >unless ($id) { > RT->Logger->error("Unable to load Foo: $msg"; > return 0; >} -- View this message in context: http://requesttracker.8502.n7.nabble.com/Linking-a-Transaction-CF-value-to-a-Ticket-CF-value-tp54546p54559.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From robert.wysocki at unity.pl Thu Jul 4 05:50:27 2013 From: robert.wysocki at unity.pl (Robert Wysocki) Date: Thu, 4 Jul 2013 11:50:27 +0200 Subject: [rt-users] TicketSQL for searching by attrubutes Message-ID: <1372931427.4431.31.camel@s-rwysocki> Hi, Is there any way of searching tickets with TicketSQL by a named attribute? I would like to implement a solution for marking tickets with user-defined flags, but i don't want to use CustomFields. Regards, -- Robert Wysocki administrator system?w linuksowych, dba Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wroc?aw ul. Conrada 55B, 31-357 Krak?w | ul. Z?ota 59, 00-120 Warszawa From alexdecalli71 at gmail.com Thu Jul 4 08:14:32 2013 From: alexdecalli71 at gmail.com (Alex Decalli) Date: Thu, 4 Jul 2013 14:14:32 +0200 Subject: [rt-users] Using fastCGI or not?? Message-ID: Hi. We already don't use fastCGI, I want to know will the response time of RT through web increases if we use it? I'd appreciate if you can send me a document that can explain about it, I have been looking for it, and I don't find any answer :) Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jul 4 09:40:43 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 4 Jul 2013 17:40:43 +0400 Subject: [rt-users] TicketSQL for searching by attrubutes In-Reply-To: <1372931427.4431.31.camel@s-rwysocki> References: <1372931427.4431.31.camel@s-rwysocki> Message-ID: HasAttribute = 'Name' HasNoAttribute = 'Name' However, content search is not implemented. It's possible to implement content search, but only for plain text attributes. On Thu, Jul 4, 2013 at 1:50 PM, Robert Wysocki wrote: > Hi, > > Is there any way of searching tickets with TicketSQL by a named > attribute? > I would like to implement a solution for marking tickets with > user-defined flags, but i don't want to use CustomFields. > > Regards, > -- > Robert Wysocki > administrator system?w linuksowych, dba > Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wroc?aw > ul. Conrada 55B, 31-357 Krak?w | ul. Z?ota 59, 00-120 Warszawa > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From samuel+rt-users at tacticalbuddha.net Thu Jul 4 10:02:44 2013 From: samuel+rt-users at tacticalbuddha.net (Samuel Jones) Date: Thu, 04 Jul 2013 15:02:44 +0100 Subject: [rt-users] Comment notification e-mails dropping characters In-Reply-To: <20130703160332.GF71184@jibsheet.com> References: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> <2489341.WzcyBCdFbG@dharma.tacticalbuddha.net> <20130703160332.GF71184@jibsheet.com> Message-ID: <2904989.scf0JVjvgZ@dharma.tacticalbuddha.net> Would the regular upgrade path from 4.0.12 --> 4.0.13 resolve the issues, leave the data where it is and update RT around it? 4.0.12 was a fresh empty install and then the data imported as the documents say to do. (just importing the mysql essentially, with some scripting to adjust it from SQLite to MySQL) On Wednesday 03 Jul 2013 12:03:32 Kevin Falcone wrote: > On Wed, Jul 03, 2013 at 02:42:40PM +0100, Samuel Jones wrote: > > It's a fresh 4.0.12 install with the old data imported rather than an > > upgrade, I'm presuming that import mangled the global templates somehow! > > Well spotted. > If your old data was from a non-4.0.12 install (and your email headers > imply that you were running 4.0.4) you really need to stop and do a > proper upgrade. > > > I'll c+p the proper global template in and see if that clears the issue > > up, > > and look at updated to 4.0.13 in the mean time too! (Didn't know it was > > out, best sign up for rt-announce!) > > > > On Wednesday 03 Jul 2013 09:19:55 Kevin Falcone wrote: > > > On Wed, Jul 03, 2013 at 11:32:47AM +0100, Samuel Jones wrote: > > > > The template is below, all our queues use this global template for 'On > > > > Comment Notify > > > > AdminCcs as Comment' > > > > > > > > Subject: [Comment] {my > > > > $s=($Transaction->Subject||$Ticket->Subject||""); > > > > $s =~ s/[Comment]s*//g; $s =~ s/^Re:s*//i; $s;} > > > > RT-Attach-Message: yes > > > > > > A straight-up RT 4.0.13 install should yield this in the Subject: line > > > Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject||""); > > > $s > > > =~ s/\[Comment\]\s*//g; $s =~ s/^Re:\s*//i; $s;} > > > > > > Notice all the backslashes that you're missing? > > > In particular, \[Comment\] becoming [Comment] means the code will > > > remove any C, o, m, e, n or t from the Subject on Comments. > > > > > > You say you're on 4.0.12, your email headers say you're on 4.0.4. Was > > > this an upgrade, if so from what version. You can also look at the > > > Templates table for the LastUpdated and LastUpdatedBy fields to see if > > > there are hints (compare them to Created). If you upgraded from 3.8, > > > some of those columns won't have useful values. > > > > > > -kevin > > > > > > > {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > > > > This is a comment. It is not sent to the Requestor(s): > > > > > > > > {$Transaction->Content()} > > > > > > > > On Tuesday 02 Jul 2013 16:22:29 Kevin Falcone wrote: > > > > > On Tue, Jul 02, 2013 at 05:37:44PM +0100, Samuel Jones wrote: > > > > > > We've noticed a problem on our helpdesk recently, where > > > > > > e-mailed > > > > > > notifications of new comments are loosing letters in their > > > > > > subject > > > > > > lines! > > > > > > > > > > As an Admin - go check your Admin Comment Template > > > > > Tools -> Configuration -> Global -> Templates > > > > > > > > > > Show us the contents. > > > > > > > > > > You should also check for queue level templates. I expect a > > > > > mis-edit > > > > > or a mis-upgrade of some kind. > > > > > > > > > > -kevin > > > > > > > > > > > Some examples are: > > > > > > > > > > > > > > > > > > > > > > > > [Comment] Missig Ev Rpr > > > > > > > > > > > > should be: [Comment] Missing Event Report > > > > > > > > > > > > > > > > > > > > > > > > [Comment] Vhicl Rd ha ar du PMI > > > > > > > > > > > > should be: [Comment] Vehicles Rented that are due PMI > > > > > > > > > > > > > > > > > > > > > > > > but, the outgoing e-mail event item from within the ticket > > > > > > shows > > > > > > the > > > > > > subject line as OK > > > > > > > > > > > > > > > > > > > > > > > > Subject: [CVS Helpdesk #745] [Comment] Vehicles Rented that are > > > > > > due > > > > > > PMI > > > > > > > > > > > > From: "James Green via RT" <> > > > > > > > > > > > > Reply-To: > > > > > > > > > > > > In-Reply-To: <515023E4.5090406 at uk-cvs.com> > > > > > > > > > > > > References: <515023E4.5090406@#######> > > > > > > > > > > > > Message-ID: > > > > > > > > > > > > Precedence: bulk > > > > > > > > > > > > X-RT-Loop-Prevention: CVS Helpdesk > > > > > > > > > > > > RT-Ticket: CVS Helpdesk #745 > > > > > > > > > > > > Managed-by: RT 4.0.4 (http://www.bestpractical.com/rt/) > > > > > > > > > > > > We're currently running RT 4.0.12. I can't work out why this > > > > > > would be > > > > > > happening at all :-( Please can someone help me out? > > > > > > > > > > > > Thanks in advance, > > > > > > > > > > > > Samuel (OrangutanClyde) From mdrouet at randco.fr Thu Jul 4 11:00:23 2013 From: mdrouet at randco.fr (Maximilien Drouet) Date: Thu, 4 Jul 2013 17:00:23 +0200 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD Message-ID: Hello I'm using version 4.0.13 of RT. I'm trying to authenticate via an AD. As you can see in the log output I successfully find the user BUT I have an error "Couldn't create user myuser " which I don't understand because YES user exists but I just want to authenticate not recreate a user. Any Idea ? You can find below either logs or configuration. ==== Debug Logs Output ==== [Thu Jul 4 09:59:08 2013] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:186) [Thu Jul 4 09:59:08 2013] [debug]: Calling UserExists with $username (myuser ) and $service (My_LDAP) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:227) [Thu Jul 4 09:59:08 2013] [debug]: UserExists params: username: 791286 , service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439) [Thu Jul 4 09:59:08 2013] [debug]: LDAP Search === Base: dc=mydomain,dc=local == Filter: (&(&(ObjectCategory=User)(ObjectClass=Person))(sAMAccountName=myuser)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469) [Thu Jul 4 09:59:08 2013] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::Authen::ExternalAuth /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 675 with: Disabled: , EmailAddress: , Gecos: myuser , Name: myuser , Privileged: (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:572) [Thu Jul 4 09:59:08 2013] [debug]: Attempting to get user info using this external service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:580) [Thu Jul 4 09:59:08 2013] [debug]: Attempting to use this canonicalization key: Name (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:594) [Thu Jul 4 09:59:08 2013] [debug]: LDAP Search === Base: dc=mydomain,dc=local == Filter: (&(&(ObjectCategory=User)(ObjectClass=Person))(sAMAccountName=myuser )) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357) [Thu Jul 4 09:59:08 2013] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: Paris, Country: France, Disabled: , EmailAddress: myaddress at mydomain.com, ExternalAuthId: myuser , Gecos: myuser , Name: myuser , Organization: , Privileged: , RealName: John DOE, State: , WorkPhone: myTel, Zip: (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:658) [Thu Jul 4 09:59:08 2013] [error]: Couldn't create user myuser : Email address in use (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:251) [Thu Jul 4 09:59:08 2013] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:16) [Thu Jul 4 09:59:08 2013] [error]: FAILED LOGIN for myuser from XX.xxx.XXX.xx (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:753) ==== End Debug Logs Output ==== ==== Configuration ==== # External Authentication Configuration 30 Set($ExternalAuthPriority, [ 'My_LDAP']); 31 Set($ExternalInfoPriority, [ 'My_LDAP']); 32 33 Set($ExternalSettings, { 34 # AN EXAMPLE LDAP SERVICE 35 'My_LDAP' => { 36 'type' => 'ldap', 37 'server' => 'myserver', 38 'user' => 'myuser', 39 'pass' => 'password', 40 'base' => 'dc=domain,dc=local', 41 'filter' => '(&(ObjectCategory=User)(ObjectClass=Person))', 42 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 43 'group' => 'OU=Users & Clients,OU=MyPrincipalOU,OU=FR,DC=mydomain,DC=local', 44 'group_attr' => 'member', 45 'tls' => 0, 46 'ssl_version' => 3, 47 'net_ldap_args' => [ version => 3 ], 48 'group_scope' => 'base', 49 'group_attr_value' => '*', 50 'attr_match_list' => [ 51 'Name', 52 'EmailAddress', 53 'RealName', 54 ], 55 'attr_map' => { 56 'Name' => 'sAMAccountName', 57 'EmailAddress' => 'mail', 58 'Organization' => 'physicalDeliveryOfficeName', 59 'RealName' => 'cn', 60 'ExternalAuthId' => 'sAMAccountName', 61 'Gecos' => 'sAMAccountName', 62 'WorkPhone' => 'telephoneNumber', 63 'Address1' => 'streetAddress', 64 'City' => 'l', 65 'State' => 'st', 66 'Zip' => 'postalCode', 67 'Country' => 'co' 68 }, 69 }, 70 } ); 71 72 73 # You must install Plugins on your own, this is only an example 74 # of the correct syntax to use when activating them. 75 # There should only be one @Plugins declaration in your config file. 76 #Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail))); 77 Set( @Plugins, qw(RT::Authen::ExternalAuth) ); 78 1; ==== End Of Configuration ==== -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.dalzell at aveva.com Thu Jul 4 12:21:34 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Thu, 4 Jul 2013 09:21:34 -0700 (PDT) Subject: [rt-users] Adding Customfields to QuickCreate Portlet Message-ID: <1372954894782-54565.post@n7.nabble.com> Hi I am now trying to add a global ticket CF to the homepage QuickCreate Portlet i have have followed the wiki (below) and my custom field will not appear when i view the QuickTicket Poerlet (http://requesttracker.wikia.com/wiki/QuickTicket#Add_custom_fields_to_portlet) below are why current Quickticket and QuckTicketCustomField files as set out in the above wiki thank you in advance *Quickticket* %################################## %#Table Setup %##################################
<&| /Widgets/TitleBox, title => loc('TEST - Quick ticket creation (Better edition!) - Dont Touch!!') &>
Config->Get('WebPath')%>/index.html" % $m->callback(CallbackName => 'InFormElement'); > %################################## %#Table Layout and Formatting %################################## %################################## %#Table Data - Basics %################################## Basics: Subject: Requestors: Queue: <& /Elements/SelectNewTicketQueue, Name => 'Queue' &> Owner: Content: %################################## %#Table Data - CustomFields %################################## Custom Fields: Product: "-"> * Alert_Support: * %################################## %#Table End - Create Ticket %################################## <& /Elements/Submit, Label => loc('Create') &>
*QuickTicketCustomFields* <& /Ticket/Elements/EditCustomFields, %ARGS, QueueObj => $QueueObj, InTable => 1 &> <& /Ticket/Elements/EditTransactionCustomFields, %ARGS, QueueObj => $QueueObj, InTable => 1 &> <%init> my $Queue = $ARGS{Queue}; my $QueueObj = RT::Queue->new($session{'CurrentUser'}); $QueueObj->Load($Queue) || Abort(loc("Queue could not be loaded.")); -- View this message in context: http://requesttracker.8502.n7.nabble.com/Adding-Customfields-to-QuickCreate-Portlet-tp54565.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From vsgalaxydrop at gmail.com Thu Jul 4 12:24:38 2013 From: vsgalaxydrop at gmail.com (jmalhi) Date: Thu, 4 Jul 2013 09:24:38 -0700 (PDT) Subject: [rt-users] Setting owner when creating ticket In-Reply-To: <20130703161957.GH71184@jibsheet.com> References: <1372786528322-54517.post@n7.nabble.com> <20130703161957.GH71184@jibsheet.com> Message-ID: <1372955078377-54566.post@n7.nabble.com> Thank you Kevin, I will do my research and report back. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Setting-owner-when-creating-ticket-tp54517p54566.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From scott.dalzell at aveva.com Thu Jul 4 12:25:36 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Thu, 4 Jul 2013 09:25:36 -0700 (PDT) Subject: [rt-users] Adding Customfields to QuickCreate Portlet In-Reply-To: <1372954894782-54565.post@n7.nabble.com> References: <1372954894782-54565.post@n7.nabble.com> Message-ID: <1372955136376-54567.post@n7.nabble.com> Sorry the reply ate my code but here is the problem part > Alert_Support: > > > > -- View this message in context: http://requesttracker.8502.n7.nabble.com/Adding-Customfields-to-QuickCreate-Portlet-tp54565p54567.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Thu Jul 4 12:38:09 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 4 Jul 2013 20:38:09 +0400 Subject: [rt-users] Using fastCGI or not?? In-Reply-To: References: Message-ID: On Thu, Jul 4, 2013 at 4:14 PM, Alex Decalli wrote: > Hi. > We already don't use fastCGI, I want to know will the response time of RT > through web increases if we use it? I'd appreciate if you can send me a > document that can explain about it, I have been looking for it, and I don't > find any answer :) > What do you use instead? mod_perl? Do you have proxy in front of it? > Regards > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert.wysocki at unity.pl Thu Jul 4 15:13:11 2013 From: robert.wysocki at unity.pl (Robert Wysocki) Date: Thu, 4 Jul 2013 21:13:11 +0200 Subject: [rt-users] TicketSQL for searching by attrubutes In-Reply-To: References: <1372931427.4431.31.camel@s-rwysocki> Message-ID: <1372965191.4431.33.camel@s-rwysocki> Dnia 2013-07-04, czw o godzinie 17:40 +0400, Ruslan Zakirov pisze: > HasAttribute = 'Name' > HasNoAttribute = 'Name' > > > > > > However, content search is not implemented. It's possible to implement > content search, but only for plain text attributes. > Thanks Rus, I'll look into that. Regards, -- Robert Wysocki administrator system?w linuksowych, dba Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wroc?aw ul. Conrada 55B, 31-357 Krak?w | ul. Z?ota 59, 00-120 Warszawa From jvdwege at xs4all.nl Thu Jul 4 15:35:43 2013 From: jvdwege at xs4all.nl (Joop) Date: Thu, 04 Jul 2013 21:35:43 +0200 Subject: [rt-users] Comment notification e-mails dropping characters In-Reply-To: <2904989.scf0JVjvgZ@dharma.tacticalbuddha.net> References: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> <2489341.WzcyBCdFbG@dharma.tacticalbuddha.net> <20130703160332.GF71184@jibsheet.com> <2904989.scf0JVjvgZ@dharma.tacticalbuddha.net> Message-ID: <51D5CE8F.4090102@xs4all.nl> Samuel Jones wrote: > Would the regular upgrade path from 4.0.12 --> 4.0.13 resolve the issues, > leave the data where it is and update RT around it? > > 4.0.12 was a fresh empty install and then the data imported as the documents > say to do. (just importing the mysql essentially, with some scripting to > adjust it from SQLite to MySQL) > > No, that won't probably not work. If the imported data is from 4.0.3 then you'll need to run 'make upgrade-database' and fill in the requested pieces of information. In short, you'll need the source package and it will apply the updates that are in ./etc/upgrade/.. from the version you have to the version you specify or till the last that is available, thats is if you have 4.0.13 source it will stop at 4.0.13 Without reading back I'm suspecting that you're using a rt package (debian?) and then I don't know if you can run 'make upgrade-database'. Someone on the list will probably know what todo then (got some ideas but they are rather hackish, I use RT from source, then no such problems) Regards, Joop From tlahti at dmsolutions.com Thu Jul 4 20:09:32 2013 From: tlahti at dmsolutions.com (Tom Lahti) Date: Fri, 5 Jul 2013 00:09:32 +0000 Subject: [rt-users] rt-client ruby gem update In-Reply-To: <80FE5C92-F7BF-47F2-843D-F585F60C278A@dmsolutions.com> References: <80FE5C92-F7BF-47F2-843D-F585F60C278A@dmsolutions.com> Message-ID: <3E03948D0E9C1A41A3D435B6D0570F97B22761@AUSP01DAG0301.collaborationhost.net> I have shamelessly and unapologetically stolen Robert Vinson's excellent work on his fork, for the most part. I did refactor slightly to maintain compatibility with the previous API, but otherwise it's identical and pushed as rt-client 0.6.0. It is working for me on ruby 1.9.3p374 on Windows and ruby 1.8.3p327 on Linux, which is what I need for right now. The prerequisites for the gem have been whittled down to a single other gem, rest_client. So as long as that works on ruby 2.0, I see no reason why rt-client 0.6.0 won't either. If anyone has issues with rt-client 0.6.0 on any version of ruby or any platform, please let me know directly at toml at dmsolutions.com. Unfortunately I don't have time to read rt-users as frequently as I'd like. -- Tom This e-mail message is confidential and is intended solely for the use of the addressee(s) named above. If you are not the intended recipient, or the person responsible to deliver it to the recipient, you are hereby advised that any dissemination, distribution or copying of this communication is prohibited. If you have received this e-mail in error, please notify the sender by return e-mail. Thank you. From eboaz at icontrol.com Thu Jul 4 23:31:39 2013 From: eboaz at icontrol.com (Eli Boaz) Date: Fri, 5 Jul 2013 03:31:39 +0000 Subject: [rt-users] rt-client ruby gem update In-Reply-To: <3E03948D0E9C1A41A3D435B6D0570F97B226B7@AUSP01DAG0301.collaborationhost.net> References: <80FE5C92-F7BF-47F2-843D-F585F60C278A@dmsolutions.com>, <3E03948D0E9C1A41A3D435B6D0570F97B226B7@AUSP01DAG0301.collaborationhost.net> Message-ID: <39ED9CC3-D21E-4C79-AF15-DA5B8FADFC1F@icontrol.com> Tom, Thanks for the updated rt-client, i will be testing this in the next few weeks. Thanks, Eli On Jul 4, 2013, at 7:05 PM, "Tom Lahti" wrote: > I have shamelessly and unapologetically stolen Robert Vinson's excellent work on his fork, for the most part. I did refactor slightly to maintain compatibility with the previous API, but otherwise it's identical and pushed as rt-client 0.6.0. It is working for me on ruby 1.9.3p374 on Windows and ruby 1.8.3p327 on Linux, which is what I need for right now. > > The prerequisites for the gem have been whittled down to a single other gem, rest_client. So as long as that works on ruby 2.0, I see no reason why rt-client 0.6.0 won't either. > > If anyone has issues with rt-client 0.6.0 on any version of ruby or any platform, please let me know directly at toml at dmsolutions.com. Unfortunately I don't have time to read rt-users as frequently as I'd like. > > -- > Tom > > > > > > This e-mail message is confidential and is intended solely for the use of the addressee(s) named above. If you are not the intended recipient, or the person responsible to deliver it to the recipient, you are hereby advised that any dissemination, distribution or copying of this communication is prohibited. If you have received this e-mail in error, please notify the sender by return e-mail. Thank you. From robert.wysocki at unity.pl Fri Jul 5 01:52:18 2013 From: robert.wysocki at unity.pl (Robert Wysocki) Date: Fri, 5 Jul 2013 07:52:18 +0200 Subject: [rt-users] Adding Customfields to QuickCreate Portlet In-Reply-To: <1372954894782-54565.post@n7.nabble.com> References: <1372954894782-54565.post@n7.nabble.com> Message-ID: <1373003538.4431.36.camel@s-rwysocki> Dnia 2013-07-04, czw o godzinie 09:21 -0700, scott.dalzell pisze: > Hi > > I am now trying to add a global ticket CF to the homepage QuickCreate > Portlet > > i have have followed the wiki (below) and my custom field will not appear > when i view the QuickTicket Poerlet > (http://requesttracker.wikia.com/wiki/QuickTicket#Add_custom_fields_to_portlet) Few days ago I wrote an extension based on this wiki page, if you'd like I can send it to you. Regards, -- Robert Wysocki administrator system?w linuksowych, dba Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wroc?aw ul. Conrada 55B, 31-357 Krak?w | ul. Z?ota 59, 00-120 Warszawa From craig at 2ndquadrant.com Fri Jul 5 02:25:03 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Fri, 05 Jul 2013 14:25:03 +0800 Subject: [rt-users] RT Scrip In-Reply-To: <0181719716db456a8c07c386f09b1772@BLUPR05MB103.namprd05.prod.outlook.com> References: <0181719716db456a8c07c386f09b1772@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <51D666BF.7060908@2ndquadrant.com> On 07/02/2013 04:07 AM, Bryon Baker wrote: > Is there a library of RT-scrips? If so where can I find it Personally I think any useful set of scrips should generally be turned into an extension and published on CPAN. That's what I've been doing with the ones I've written so far, like RT::Extension::SMSNotify and RT::Extension::CustomerGroups . I have another in the pipeline that's more of a collection of generally useful small scrips, I just need to untangle it from some in-house-only code. I'll reproduce my notes on extension creation in case they're useful to anyone. I really need to convert them to wikia syntax or integrate them into the current guide. The following uses Redmine wiki markup. Details of paths are specific to Debian installs of RT. h1. RT development notes To test an action without installing it to the DB and hooking it up to a queue, you can use rt-crontool. Searches can be any TicketSQL, but sometimes a simple ticket id is useful: rt-crontool --transaction last --search RT::Search::FromSQL --search-arg "(id = 1033)" --action RT::Action::ConvertRequestorCustomersToGroups The error messages for compilation and module load errors are not very informative. If you get errors about I18N or Locale, it' probably actually your module failing to compile. Test with: PERL5LIB=/usr/local/share/request-tracker4/lib:/usr/share/request-tracker4/lib perl -mRT::Action::ConvertRequestorCustomersToGroups h2. Test script The following code starts up an RT script you can run arbitrary RT code in. 

#!/usr/bin/perl

use Modern::Perl;

BEGIN {
        push(@INC, '/usr/share/request-tracker4/lib');
        push(@INC, '/usr/local/share/request-tracker4/lib');
}

use strict;
use lib "/opt/rt3/lib";
use RT;
use RT::Interface::CLI qw( CleanEnv GetCurrentUser );
use RT::ScripCondition;
use RT::Utils2ndQ;

CleanEnv( );
RT::LoadConfig( );
RT::Init( );
my $user = GetCurrentUser( );
unless( $user->Id ) {
        print "No RT user found. Please consult your RT administrator.\n";
        exit 1;
}
say "Current RT::User is in \$user variable. Entering interactive shell.";
Good for testing scripts and snippets. You might find it useful to load this in `re.pl` from Perl's "`Devel::REPL` module":http://search.cpan.org/~ether/Devel-REPL-1.003015/lib/Devel/REPL.pm (in CPAN) so you can interactively work with RT's API. Just point re.pl to the file, eg: 
bash$ re.pl --rcfile /path/to/rtcmdline.pl
$_ $user->Id
149
$_ $user->Name
SomeUserName
$_
You'll need the full explicit path; re.pl silently ignores files it can't find and doesn't search the current directory for rcfiles. I like to alias this to rtrepl in my bashrc: 
alias rtrepl='re.pl --rcfile ~/rtcmdline.pl'
h2. Manually adding actions to the DB You can use the following code in an RT script like the above test script to create an action in the DB: 
$sa->Create(
        Name => 'ConvertRequestorCustomersToGroups',
        Description => 'Convert all customer accounts added as a
requestor into the associated customer group',
        ExecModule => 'ConvertRequestorCustomersToGroups',
        Argument => 'Requestor'
        );
Argument is optional, though some actions require it. The meaning varies from action to action. h2. Packaging RT extensions The packaging process for RT extensions is rather underdocumented. Most of it is standard Perl module stuff, though: h3. Packaging a Perl module Create a Makefile.PL according to Perl's "Module::Install":http://search.cpan.org/~adamk/Module-Install/lib/Module/Install.pod or use the example below, which adds use of 
use inc::Module::Install 0.77;
use Module::Install::AutoManifest;
use Module::Install::ReadmeFromPod;


name 'Example-Module';

all_from      'lib/Example/Module.pm';
requires      'Carp'            => 0;
# add additional dependencies here
test_requires 'Test::More'      => '0.47';

readme_from 'lib/Example/Module.pm';

auto_manifest;

homepage 'https://github.com/yours/module-example-perl';
bugtracker
'https://rt.cpan.org/Dist/Display.html?Status=Active&Queue=Module-Example';
repository 'git://github.com/yours/module-example-perl.git';

WriteAll;
Create a MANIFEST.SKIP like: 
\.git/
\.gitignore
.*\.o
pm_to_blib
blib/
README.GIT
MANIFEST.SKIP
Module-Example-.*
\..*\.swp
Make sure your main module's POD begins like this, replacing Example::Module with your module package and name: 

package Example::Module;

=pod

=head1 NAME

Example::Module - Sample module with package Example::Module

=head1 SYNOPSIS

... code sample here ...

=head1 DESCRIPTION

... descriptive text ...

=head1 LICENSE

The same as for Perl itself

=cut

use 5.010;
use strict;

use vars qw{$VERSION @ISA};
BEGIN {
        $VERSION = '1.04';
        @ISA     = 'Example::Module';
}
Add this to .gitignore: 
blib/
pm_to_blib
Makefile
Makefile.old
*.tar.gz
inc/
MANIFEST
META.yml
README
Module-Example-*
.*.swp
h2. Additions for RT support To turn the above into an RT extension module, add the following to Makefile.PL after the 'use' statements and before the 'name' statement, like: 
requires 'Module::Install::RTx' => '0.30';
use Module::Install::RTx;
RTx ('RT-Extension-SMSNotify');
requires_rt('4.0.7');
This allows you to auto-detect the RT installation and install the module to it. You can create a file etc/initialdata that sets up database contents like scrips and scrip actions. This appears to be undocumented, but examples can be found in RT::Extension::SLA among others. The initialdata is applied with "make initdb". h1. Extension mechanisms See "Customizing":http://requesttracker.wikia.com/wiki/Customizing on the RT wiki h2. Scrip Actions and Scrip Conditions RT's scrips are the most common way to extend RT. They can be run when certain events occur on tickets or on a timed basis using rt-crontool and can act on tickets. Actions are somewhat documented and there are lots of sample modules you can use to learn how it works. See "Scrips":http://requesttracker.wikia.com/wiki/Scrip and "Extensions":http://requesttracker.wikia.com/wiki/Extensions . scrip actions and conditions go in the lib/RT/Actions/ and lib/RT/Conditions directories in extensions. Scrip actions and conditions can be added directly as Perl modules in the local lib directory, but are better added by packaged plugin extensions. h2. Mail plugins See the "Customization" section of "the rt-mailgate man page":http://linux.die.net/man/1/rt-mailgate where it mentions the @MailPlugins parameter. MailPlugins appears to be for user authentication. The docs aren't very clear, but the default Auth::MailFrom plugin is only added to the list automatically if @MailPlugins isn't defined in the config. There isn't a plug or hook mechanism for other parts of the mail import; the rt-mailgate program invokes RT::Interface::Email::Gateway, which is a rather monolithic method. To hook it you have to replace it with an overlay, which means the whole method is copied. The lookup of sender address to user is handled by GetAuthenticationLevel . The comment on this is considerably more useful than rt-mailgate's docs. Looking at the code we can see: 
    # Authentication Level
    # -1 - Get out.  this user has been explicitly declined
    # 0 - User may not do anything (Not used at the moment)
    # 1 - Normal user
    # 2 - User is allowed to specify status updates etc. a la
enhanced-mailgate
and in the loop over plugins, you can see that the auth level of the result is the greatest auth level returned by any plugin a plugin returns -1 to deny this user explicitly. The user returned is whatever the last plugin executed returned. Each plugin gets the previous plugin's CurrentUser as its input; it's free to return this, modify it, or return a different CurrentUser. The default plugin RT::Interface::Email::Auth::MailFrom does *not* use the input CurrentUser argument, it presumes it is `undef` and ignores it. This is raised in RT bug 23089. It can therefore not be used as the last entry for user lookup since it'll clobber whatever came first. It can be used BEFORE another plugin that overrides the input user, or you can just rip the simple user lookup out of it and use your own module instead of it. h2. Callbacks Callbacks allow you to customise the RT web UI's Mason pages. They're fairly critically under-documented, but there's a "useful article here":http://www.runpcrun.com/node/272. There's some information on the "CustomizingWithCallbacks section of the RT wiki":http://requesttracker.wikia.com/wiki/CustomizingWithCallbacks too. Callbacks are placed in the html/ directory of extensions. RT callbacks are written with Perl's Mason templating language. See "the documentation for mason":http://www.masonbook.com/book/chapter-2.mhtml You'll also need to read the docs on the <%init> and <%args> blocks. Callbacks are "Components called with content" in Mason terms, as covered in the "advanced features chapter":http://www.masonbook.com/book/chapter-5.mhtml. You can find available callbacks in the RT sources. Look in the share/html/ directory; in say Ticket/Create.html you'll find ->callback invocations like: 
$m->callback( CallbackName => 'BeforeCreate', ARGSRef => \%ARGS,
skip_create => \$skip_create,
              checks_failure => $checks_failure, results => \@results );
Sometimes the logic is a bit hard to trace. For example, ticket creation starts in the <%init> methods of SelfService/Create.html (unpriv) and Ticket/Create.html (priv) where, in response to form data submission, the BeforeCreate callback is invoked. These components then invoke the corresponding Display.html code in the same directories to do the actual ticket creation in their <%init> methods. Both of these appear to go via lib/RT/Interface/Web.pm's CreateTicket method, but email submission doesn't; it looks like lib/RT/Interface/Email.pm calls RT::Ticket->new(...) directly from its Gateway method. h2. Overlays Overlays may be used to fully override methods in RT's core modules or to insert new methods. They're not usually recommended for use in extensions because there's no good way to handle multiple extensions overriding the same method. See "Overlays":http://requesttracker.wikia.com/wiki/CustomizingWithOverlays in the RT wiki. h1. The RT database The RT DB is notably lacking in foreign keys and documentation. Here are a few notes. It seems like a good idea to interact with it from Perl most of the time. h2. Finding the Privileged group The system internal group Privileged can be found with: 
select id  from groups were where type = 'Privileged' and domain =
'SystemInternal';
or from within RT to get the RT::Group ($priv) and then get the RT::User members at all nested levels. 
my $priv = RT::Group->new( RT::SystemUser );
$priv->LoadSystemInternalGroup('Privileged');
@{$priv->UserMembersObj->ItemsArrayRef}
h2. Finding privileged users 
select u.id, u.name from groups g INNER JOIN groupmembers gm ON (g.id =
gm.groupid) INNER JOIN users u ON (u.id = gm.memberid) where g.type =
'Privileged' and g.domain = 'SystemInternal';
You can not use this approach to find group memberships to non-SystemInternal groups because non-SystemInternal groups can have other groups as members. You have to use a recursive query or query via the cachedgroupmembers table. It's fine for the SystemInternal groups 'Everyone', 'Privileged' and 'Unprivileged'. Don't query the DB directly from RT, use the RT::Group methods. Querying the DB can mainly be useful for reporting. >From within RT: 
my $u = RT::Users->new( RT::SystemUser );
$u->LimitToPrivileged();
@{$u->ItemsArrayRef}
to list users you can do something like: 
foreach my $uid (@{$u->ItemsArrayRef}) {say $uid->Id, ',', $uid->Name,
',', $uid->EmailAddress; }
or more usefully: 
use Text::CSV;
my $csv = Text::CSV->new();
foreach my $uid (@{$u->ItemsArrayRef}) {
    $csv->print(\*STDOUT, [$uid->Id, $uid->Name]);
    say '';
}
-- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From alexdecalli71 at gmail.com Fri Jul 5 02:25:25 2013 From: alexdecalli71 at gmail.com (Alex Decalli) Date: Fri, 5 Jul 2013 08:25:25 +0200 Subject: [rt-users] Using fastCGI or not?? In-Reply-To: References: Message-ID: Apparently it is using mod_perl (I read it is either fast CGI or mod_perl, so this should be mod_perl). And about proxy, honestly, I don't know. I have been working on this server for like 4 days, years ago, someone else had run it and he has left so we have no info. Does it cause problem? How can I check if it is using proxy? I look for it while I am waiting for your replies, we have problem in response time and this might be the reason. Please send me if you know something and tell me how to check if there's a proxy being used, I am also newbie in RT. On Thu, Jul 4, 2013 at 6:38 PM, Ruslan Zakirov wrote: > On Thu, Jul 4, 2013 at 4:14 PM, Alex Decalli wrote: > >> Hi. >> We already don't use fastCGI, I want to know will the response time of RT >> through web increases if we use it? I'd appreciate if you can send me a >> document that can explain about it, I have been looking for it, and I don't >> find any answer :) >> > > What do you use instead? mod_perl? Do you have proxy in front of it? > > >> Regards >> > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexdecalli71 at gmail.com Fri Jul 5 02:44:28 2013 From: alexdecalli71 at gmail.com (Alex Decalli) Date: Fri, 5 Jul 2013 08:44:28 +0200 Subject: [rt-users] Using fastCGI or not?? In-Reply-To: References: Message-ID: Oh my God, I think it doesn't use mod_perl either! Is it possible to work without them? I am doing this: dpkg -l | grep mod_perl And I have nothing! Is it the way I should check? On Fri, Jul 5, 2013 at 8:25 AM, Alex Decalli wrote: > Apparently it is using mod_perl (I read it is either fast CGI or mod_perl, > so this should be mod_perl). And about proxy, honestly, I don't know. I > have been working on this server for like 4 days, years ago, someone else > had run it and he has left so we have no info. Does it cause problem? How > can I check if it is using proxy? I look for it while I am waiting for your > replies, we have problem in response time and this might be the reason. > Please send me if you know something and tell me how to check if there's a > proxy being used, I am also newbie in RT. > > > On Thu, Jul 4, 2013 at 6:38 PM, Ruslan Zakirov wrote: > >> On Thu, Jul 4, 2013 at 4:14 PM, Alex Decalli wrote: >> >>> Hi. >>> We already don't use fastCGI, I want to know will the response time of >>> RT through web increases if we use it? I'd appreciate if you can send me a >>> document that can explain about it, I have been looking for it, and I don't >>> find any answer :) >>> >> >> What do you use instead? mod_perl? Do you have proxy in front of it? >> >> >>> Regards >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at it.ox.ac.uk Fri Jul 5 04:11:09 2013 From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves) Date: Fri, 5 Jul 2013 09:11:09 +0100 Subject: [rt-users] Using fastCGI or not?? In-Reply-To: References: Message-ID: <20130705081108.GB4202@squash.oucs.ox.ac.uk> The package you're looking for is libapache2-mod-perl2. Cheers, Dominic. On Fri, Jul 05, 2013 at 08:44:28AM +0200, Alex Decalli wrote: > Oh my God, I think it doesn't use mod_perl either! Is it possible to work > without them? I am doing this: > > dpkg -l | grep mod_perl > > And I have nothing! Is it the way I should check? > > > On Fri, Jul 5, 2013 at 8:25 AM, Alex Decalli wrote: > > > Apparently it is using mod_perl (I read it is either fast CGI or mod_perl, > > so this should be mod_perl). And about proxy, honestly, I don't know. I > > have been working on this server for like 4 days, years ago, someone else > > had run it and he has left so we have no info. Does it cause problem? How > > can I check if it is using proxy? I look for it while I am waiting for your > > replies, we have problem in response time and this might be the reason. > > Please send me if you know something and tell me how to check if there's a > > proxy being used, I am also newbie in RT. > > > > > > On Thu, Jul 4, 2013 at 6:38 PM, Ruslan Zakirov wrote: > > > >> On Thu, Jul 4, 2013 at 4:14 PM, Alex Decalli wrote: > >> > >>> Hi. > >>> We already don't use fastCGI, I want to know will the response time of > >>> RT through web increases if we use it? I'd appreciate if you can send me a > >>> document that can explain about it, I have been looking for it, and I don't > >>> find any answer :) > >>> > >> > >> What do you use instead? mod_perl? Do you have proxy in front of it? > >> > >> > >>> Regards > >>> > >> > >> > >> > >> -- > >> Best regards, Ruslan. > >> > > > > -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From scott.dalzell at aveva.com Fri Jul 5 04:19:59 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Fri, 5 Jul 2013 01:19:59 -0700 (PDT) Subject: [rt-users] Adding Customfields to QuickCreate Portlet In-Reply-To: <1373003538.4431.36.camel@s-rwysocki> References: <1372954894782-54565.post@n7.nabble.com> <1373003538.4431.36.camel@s-rwysocki> Message-ID: <1373012399156-54578.post@n7.nabble.com> That would me great if you could thank you -- View this message in context: http://requesttracker.8502.n7.nabble.com/Adding-Customfields-to-QuickCreate-Portlet-tp54565p54578.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexdecalli71 at gmail.com Fri Jul 5 04:32:54 2013 From: alexdecalli71 at gmail.com (Alex Decalli) Date: Fri, 5 Jul 2013 10:32:54 +0200 Subject: [rt-users] Using fastCGI or not?? In-Reply-To: <20130705081108.GB4202@squash.oucs.ox.ac.uk> References: <20130705081108.GB4202@squash.oucs.ox.ac.uk> Message-ID: Thanks, apparently I got it: dpkg -l | grep libapache2-mod-perl2 ii libapache2-mod-perl2 2.0.4-7ubuntu1 Integration of perl with the Apache2 web server I don't know if I should ask this in another message or it is OK to ask here, but there is *NOTHING* in httpd conf file on this server, I mean it is empty, I have been reading this page: http://requesttracker.wikia.com/wiki/ManualApacheConfig and it says they should be configured, so where else might the administrator have configured it? do u have any idea? (and apache2.conf just includes httpd.conf and nothing else...) And please tell me if I should ask it in separate message On Fri, Jul 5, 2013 at 10:11 AM, Dominic Hargreaves < dominic.hargreaves at it.ox.ac.uk> wrote: > The package you're looking for is libapache2-mod-perl2. > > Cheers, > Dominic. > > On Fri, Jul 05, 2013 at 08:44:28AM +0200, Alex Decalli wrote: > > Oh my God, I think it doesn't use mod_perl either! Is it possible to work > > without them? I am doing this: > > > > dpkg -l | grep mod_perl > > > > And I have nothing! Is it the way I should check? > > > > > > On Fri, Jul 5, 2013 at 8:25 AM, Alex Decalli >wrote: > > > > > Apparently it is using mod_perl (I read it is either fast CGI or > mod_perl, > > > so this should be mod_perl). And about proxy, honestly, I don't know. I > > > have been working on this server for like 4 days, years ago, someone > else > > > had run it and he has left so we have no info. Does it cause problem? > How > > > can I check if it is using proxy? I look for it while I am waiting for > your > > > replies, we have problem in response time and this might be the reason. > > > Please send me if you know something and tell me how to check if > there's a > > > proxy being used, I am also newbie in RT. > > > > > > > > > On Thu, Jul 4, 2013 at 6:38 PM, Ruslan Zakirov >wrote: > > > > > >> On Thu, Jul 4, 2013 at 4:14 PM, Alex Decalli >wrote: > > >> > > >>> Hi. > > >>> We already don't use fastCGI, I want to know will the response time > of > > >>> RT through web increases if we use it? I'd appreciate if you can > send me a > > >>> document that can explain about it, I have been looking for it, and > I don't > > >>> find any answer :) > > >>> > > >> > > >> What do you use instead? mod_perl? Do you have proxy in front of it? > > >> > > >> > > >>> Regards > > >>> > > >> > > >> > > >> > > >> -- > > >> Best regards, Ruslan. > > >> > > > > > > > > -- > Dominic Hargreaves, Systems Development and Support Section > IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at it.ox.ac.uk Fri Jul 5 04:51:31 2013 From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves) Date: Fri, 5 Jul 2013 09:51:31 +0100 Subject: [rt-users] Using fastCGI or not?? In-Reply-To: References: <20130705081108.GB4202@squash.oucs.ox.ac.uk> Message-ID: <20130705085130.GD4202@squash.oucs.ox.ac.uk> In Debian systems the main configuration file is /etc/apache2/apache2.conf. (/etc/apache2/httpd.conf is mostly deprecated and has been removed completely in Debian 7 (wheezy)). Typically mod_perl will be enabled via symlinks in /etc/apache2/mods-enabled but you should ready apache2.conf and look in the directories referenced by any Include directives. The Debian packages recommend that you include Apache configuration snippets from /etc/request-tracker4. Dominic. On Fri, Jul 05, 2013 at 10:32:54AM +0200, Alex Decalli wrote: > Thanks, apparently I got it: > > dpkg -l | grep libapache2-mod-perl2 > ii libapache2-mod-perl2 2.0.4-7ubuntu1 > Integration of perl with the Apache2 web server > > I don't know if I should ask this in another message or it is OK to ask > here, but there is *NOTHING* in httpd conf file on this server, I mean it > is empty, I have been reading this page: > > http://requesttracker.wikia.com/wiki/ManualApacheConfig > > and it says they should be configured, so where else might the > administrator have configured it? do u have any idea? (and apache2.conf > just includes httpd.conf and nothing else...) > > And please tell me if I should ask it in separate message > > > On Fri, Jul 5, 2013 at 10:11 AM, Dominic Hargreaves < > dominic.hargreaves at it.ox.ac.uk> wrote: > > > The package you're looking for is libapache2-mod-perl2. > > > > Cheers, > > Dominic. > > > > On Fri, Jul 05, 2013 at 08:44:28AM +0200, Alex Decalli wrote: > > > Oh my God, I think it doesn't use mod_perl either! Is it possible to work > > > without them? I am doing this: > > > > > > dpkg -l | grep mod_perl > > > > > > And I have nothing! Is it the way I should check? > > > > > > > > > On Fri, Jul 5, 2013 at 8:25 AM, Alex Decalli > >wrote: > > > > > > > Apparently it is using mod_perl (I read it is either fast CGI or > > mod_perl, > > > > so this should be mod_perl). And about proxy, honestly, I don't know. I > > > > have been working on this server for like 4 days, years ago, someone > > else > > > > had run it and he has left so we have no info. Does it cause problem? > > How > > > > can I check if it is using proxy? I look for it while I am waiting for > > your > > > > replies, we have problem in response time and this might be the reason. > > > > Please send me if you know something and tell me how to check if > > there's a > > > > proxy being used, I am also newbie in RT. > > > > > > > > > > > > On Thu, Jul 4, 2013 at 6:38 PM, Ruslan Zakirov > >wrote: > > > > > > > >> On Thu, Jul 4, 2013 at 4:14 PM, Alex Decalli > >wrote: > > > >> > > > >>> Hi. > > > >>> We already don't use fastCGI, I want to know will the response time > > of > > > >>> RT through web increases if we use it? I'd appreciate if you can > > send me a > > > >>> document that can explain about it, I have been looking for it, and > > I don't > > > >>> find any answer :) > > > >>> > > > >> > > > >> What do you use instead? mod_perl? Do you have proxy in front of it? > > > >> > > > >> > > > >>> Regards > > > >>> > > > >> > > > >> > > > >> > > > >> -- > > > >> Best regards, Ruslan. > > > >> > > > > > > > > > > > > -- > > Dominic Hargreaves, Systems Development and Support Section > > IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN > > -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From alexdecalli71 at gmail.com Fri Jul 5 05:08:11 2013 From: alexdecalli71 at gmail.com (Alex Decalli) Date: Fri, 5 Jul 2013 11:08:11 +0200 Subject: [rt-users] Using fastCGI or not?? In-Reply-To: <20130705085130.GD4202@squash.oucs.ox.ac.uk> References: <20130705081108.GB4202@squash.oucs.ox.ac.uk> <20130705085130.GD4202@squash.oucs.ox.ac.uk> Message-ID: Thanks. In sites-available/default file, I see almost everything is the default and untouched. It is included in apache.conf, BUT the following line which seems to make apache to use mod_perl is commented: #Include /etc/request-tracker3.8/apache2-modperl2.conf How can I make sure that apache is already using modperl? is there any test or something? and should I uncomment this line? (coz it seems I should...) On Fri, Jul 5, 2013 at 10:51 AM, Dominic Hargreaves < dominic.hargreaves at it.ox.ac.uk> wrote: > In Debian systems the main configuration file is /etc/apache2/apache2.conf. > (/etc/apache2/httpd.conf is mostly deprecated and has been removed > completely in Debian 7 (wheezy)). > > Typically mod_perl will be enabled via symlinks in > /etc/apache2/mods-enabled but you should ready apache2.conf and look in > the directories referenced by any Include directives. > > The Debian packages recommend that you include Apache configuration > snippets from /etc/request-tracker4. > > Dominic. > > On Fri, Jul 05, 2013 at 10:32:54AM +0200, Alex Decalli wrote: > > Thanks, apparently I got it: > > > > dpkg -l | grep libapache2-mod-perl2 > > ii libapache2-mod-perl2 2.0.4-7ubuntu1 > > Integration of perl with the Apache2 web server > > > > I don't know if I should ask this in another message or it is OK to ask > > here, but there is *NOTHING* in httpd conf file on this server, I mean it > > is empty, I have been reading this page: > > > > http://requesttracker.wikia.com/wiki/ManualApacheConfig > > > > and it says they should be configured, so where else might the > > administrator have configured it? do u have any idea? (and apache2.conf > > just includes httpd.conf and nothing else...) > > > > And please tell me if I should ask it in separate message > > > > > > On Fri, Jul 5, 2013 at 10:11 AM, Dominic Hargreaves < > > dominic.hargreaves at it.ox.ac.uk> wrote: > > > > > The package you're looking for is libapache2-mod-perl2. > > > > > > Cheers, > > > Dominic. > > > > > > On Fri, Jul 05, 2013 at 08:44:28AM +0200, Alex Decalli wrote: > > > > Oh my God, I think it doesn't use mod_perl either! Is it possible to > work > > > > without them? I am doing this: > > > > > > > > dpkg -l | grep mod_perl > > > > > > > > And I have nothing! Is it the way I should check? > > > > > > > > > > > > On Fri, Jul 5, 2013 at 8:25 AM, Alex Decalli < > alexdecalli71 at gmail.com > > > >wrote: > > > > > > > > > Apparently it is using mod_perl (I read it is either fast CGI or > > > mod_perl, > > > > > so this should be mod_perl). And about proxy, honestly, I don't > know. I > > > > > have been working on this server for like 4 days, years ago, > someone > > > else > > > > > had run it and he has left so we have no info. Does it cause > problem? > > > How > > > > > can I check if it is using proxy? I look for it while I am waiting > for > > > your > > > > > replies, we have problem in response time and this might be the > reason. > > > > > Please send me if you know something and tell me how to check if > > > there's a > > > > > proxy being used, I am also newbie in RT. > > > > > > > > > > > > > > > On Thu, Jul 4, 2013 at 6:38 PM, Ruslan Zakirov < > ruz at bestpractical.com > > > >wrote: > > > > > > > > > >> On Thu, Jul 4, 2013 at 4:14 PM, Alex Decalli < > alexdecalli71 at gmail.com > > > >wrote: > > > > >> > > > > >>> Hi. > > > > >>> We already don't use fastCGI, I want to know will the response > time > > > of > > > > >>> RT through web increases if we use it? I'd appreciate if you can > > > send me a > > > > >>> document that can explain about it, I have been looking for it, > and > > > I don't > > > > >>> find any answer :) > > > > >>> > > > > >> > > > > >> What do you use instead? mod_perl? Do you have proxy in front of > it? > > > > >> > > > > >> > > > > >>> Regards > > > > >>> > > > > >> > > > > >> > > > > >> > > > > >> -- > > > > >> Best regards, Ruslan. > > > > >> > > > > > > > > > > > > > > > > -- > > > Dominic Hargreaves, Systems Development and Support Section > > > IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN > > > > > -- > Dominic Hargreaves, Systems Development and Support Section > IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri Jul 5 09:19:46 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 5 Jul 2013 09:19:46 -0400 Subject: [rt-users] Using fastCGI or not?? In-Reply-To: References: <20130705081108.GB4202@squash.oucs.ox.ac.uk> <20130705085130.GD4202@squash.oucs.ox.ac.uk> Message-ID: On Fri, Jul 5, 2013 at 5:08 AM, Alex Decalli wrote: > Thanks. In sites-available/default file, I see almost everything is the > default and untouched. It is included in apache.conf, BUT the following > line which seems to make apache to use mod_perl is commented: > > #Include /etc/request-tracker3.8/apache2-modperl2.conf > > How can I make sure that apache is already using modperl? is there any > test or something? and should I uncomment this line? (coz it seems I > should...) > > look for the error.log or like for apache. There should be a line that will tell you all these. You could restart apache2 and check the log again to find out > > On Fri, Jul 5, 2013 at 10:51 AM, Dominic Hargreaves < > dominic.hargreaves at it.ox.ac.uk> wrote: > >> In Debian systems the main configuration file is >> /etc/apache2/apache2.conf. >> (/etc/apache2/httpd.conf is mostly deprecated and has been removed >> completely in Debian 7 (wheezy)). >> >> Typically mod_perl will be enabled via symlinks in >> /etc/apache2/mods-enabled but you should ready apache2.conf and look in >> the directories referenced by any Include directives. >> >> The Debian packages recommend that you include Apache configuration >> snippets from /etc/request-tracker4. >> >> Dominic. >> >> On Fri, Jul 05, 2013 at 10:32:54AM +0200, Alex Decalli wrote: >> > Thanks, apparently I got it: >> > >> > dpkg -l | grep libapache2-mod-perl2 >> > ii libapache2-mod-perl2 2.0.4-7ubuntu1 >> > Integration of perl with the Apache2 web server >> > >> > I don't know if I should ask this in another message or it is OK to ask >> > here, but there is *NOTHING* in httpd conf file on this server, I mean >> it >> > is empty, I have been reading this page: >> > >> > http://requesttracker.wikia.com/wiki/ManualApacheConfig >> > >> > and it says they should be configured, so where else might the >> > administrator have configured it? do u have any idea? (and apache2.conf >> > just includes httpd.conf and nothing else...) >> > >> > And please tell me if I should ask it in separate message >> > >> > >> > On Fri, Jul 5, 2013 at 10:11 AM, Dominic Hargreaves < >> > dominic.hargreaves at it.ox.ac.uk> wrote: >> > >> > > The package you're looking for is libapache2-mod-perl2. >> > > >> > > Cheers, >> > > Dominic. >> > > >> > > On Fri, Jul 05, 2013 at 08:44:28AM +0200, Alex Decalli wrote: >> > > > Oh my God, I think it doesn't use mod_perl either! Is it possible >> to work >> > > > without them? I am doing this: >> > > > >> > > > dpkg -l | grep mod_perl >> > > > >> > > > And I have nothing! Is it the way I should check? >> > > > >> > > > >> > > > On Fri, Jul 5, 2013 at 8:25 AM, Alex Decalli < >> alexdecalli71 at gmail.com >> > > >wrote: >> > > > >> > > > > Apparently it is using mod_perl (I read it is either fast CGI or >> > > mod_perl, >> > > > > so this should be mod_perl). And about proxy, honestly, I don't >> know. I >> > > > > have been working on this server for like 4 days, years ago, >> someone >> > > else >> > > > > had run it and he has left so we have no info. Does it cause >> problem? >> > > How >> > > > > can I check if it is using proxy? I look for it while I am >> waiting for >> > > your >> > > > > replies, we have problem in response time and this might be the >> reason. >> > > > > Please send me if you know something and tell me how to check if >> > > there's a >> > > > > proxy being used, I am also newbie in RT. >> > > > > >> > > > > >> > > > > On Thu, Jul 4, 2013 at 6:38 PM, Ruslan Zakirov < >> ruz at bestpractical.com >> > > >wrote: >> > > > > >> > > > >> On Thu, Jul 4, 2013 at 4:14 PM, Alex Decalli < >> alexdecalli71 at gmail.com >> > > >wrote: >> > > > >> >> > > > >>> Hi. >> > > > >>> We already don't use fastCGI, I want to know will the response >> time >> > > of >> > > > >>> RT through web increases if we use it? I'd appreciate if you can >> > > send me a >> > > > >>> document that can explain about it, I have been looking for it, >> and >> > > I don't >> > > > >>> find any answer :) >> > > > >>> >> > > > >> >> > > > >> What do you use instead? mod_perl? Do you have proxy in front of >> it? >> > > > >> >> > > > >> >> > > > >>> Regards >> > > > >>> >> > > > >> >> > > > >> >> > > > >> >> > > > >> -- >> > > > >> Best regards, Ruslan. >> > > > >> >> > > > > >> > > > > >> > > >> > > -- >> > > Dominic Hargreaves, Systems Development and Support Section >> > > IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN >> > > >> >> -- >> Dominic Hargreaves, Systems Development and Support Section >> IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN >> > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From samuel+rt-users at tacticalbuddha.net Fri Jul 5 09:57:50 2013 From: samuel+rt-users at tacticalbuddha.net (Samuel Jones) Date: Fri, 05 Jul 2013 14:57:50 +0100 Subject: [rt-users] Comment notification e-mails dropping characters In-Reply-To: <51D5CE8F.4090102@xs4all.nl> References: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> <2904989.scf0JVjvgZ@dharma.tacticalbuddha.net> <51D5CE8F.4090102@xs4all.nl> Message-ID: <7080161.BlUVhNHJMT@dharma.tacticalbuddha.net> The fresh installation of 4.0.12 was to move away from system packages to source I'm all ready to upgrade to 4.0.13, but on make upgrade-database, is it best to run it as upgrade from 4.0.12 or from 4.0.4 which was the previous system package? I reckon from 4.0.4 but I don't want to cause any other damage along the way. On Thursday 04 Jul 2013 21:35:43 Joop wrote: > Samuel Jones wrote: > > Would the regular upgrade path from 4.0.12 --> 4.0.13 resolve the issues, > > leave the data where it is and update RT around it? > > > > 4.0.12 was a fresh empty install and then the data imported as the > > documents say to do. (just importing the mysql essentially, with some > > scripting to adjust it from SQLite to MySQL) > > No, that won't probably not work. If the imported data is from 4.0.3 > then you'll need to run 'make upgrade-database' and fill in the > requested pieces of information. In short, you'll need the source > package and it will apply the updates that are in ./etc/upgrade/.. from > the version you have to the version you specify or till the last that is > available, thats is if you have 4.0.13 source it will stop at 4.0.13 > Without reading back I'm suspecting that you're using a rt package > (debian?) and then I don't know if you can run 'make upgrade-database'. > Someone on the list will probably know what todo then (got some ideas > but they are rather hackish, I use RT from source, then no such problems) > > Regards, > > Joop From jvdwege at xs4all.nl Fri Jul 5 10:05:56 2013 From: jvdwege at xs4all.nl (Joop) Date: Fri, 05 Jul 2013 16:05:56 +0200 Subject: [rt-users] Comment notification e-mails dropping characters In-Reply-To: <7080161.BlUVhNHJMT@dharma.tacticalbuddha.net> References: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> <2904989.scf0JVjvgZ@dharma.tacticalbuddha.net> <51D5CE8F.4090102@xs4all.nl> <7080161.BlUVhNHJMT@dharma.tacticalbuddha.net> Message-ID: <51D6D2C4.4090504@xs4all.nl> Samuel Jones wrote: > The fresh installation of 4.0.12 was to move away from system packages to > source > > I'm all ready to upgrade to 4.0.13, but on make upgrade-database, is it best > to run it as upgrade from 4.0.12 or from 4.0.4 which was the previous system > package? > > I reckon from 4.0.4 but I don't want to cause any other damage along the way. > > From 4.0.4 to 4.0.13, backup and/or test instance is your friend :-) Regards, Joop From falcone at bestpractical.com Fri Jul 5 10:10:29 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 5 Jul 2013 10:10:29 -0400 Subject: [rt-users] Linking a Transaction CF value to a Ticket CF value In-Reply-To: <1372930690510-54559.post@n7.nabble.com> References: <1372860026647-54546.post@n7.nabble.com> <20130703155814.GD71184@jibsheet.com> <1372930690510-54559.post@n7.nabble.com> Message-ID: <20130705141029.GI71184@jibsheet.com> On Thu, Jul 04, 2013 at 02:38:10AM -0700, scott.dalzell wrote: > The "if ( $type eq 'Create' ) {" & "elsif ( $type eq 'CustomField' ) {" > section dont work correctly as there not returning the corect values out > regardless if Alert_Support_T is set to 'Alert' or 'null' > > The 'Create' section always returns 1 and continualy sends emails and the > 'custonfield' section always returns 0 If it continually sends emails, even on non-creates, that's concerning. > Could you explain to me how to add the logger (below) as i get a sintax > error when i try to add it refering to 'Alert_Support_T' I missed a closing ) on my example code. If you get syntax errors, it's helpful to post the error. -kevin > >You should always check Load > >my ($id, $msg) = $cf->Load("Alert_Support_T""); > >unless ($id) { > > RT->Logger->error("Unable to load Foo: $msg"; ) > > return 0; > >} -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jul 5 10:14:35 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 5 Jul 2013 10:14:35 -0400 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD In-Reply-To: References: Message-ID: <20130705141435.GJ71184@jibsheet.com> On Thu, Jul 04, 2013 at 05:00:23PM +0200, Maximilien Drouet wrote: > As you can see in the log output I successfully find the user BUT I have an error "Couldn't > create user myuser " which I don't understand because YES user exists but I just want to > authenticate not recreate a user. Does the user exist with a matching Email Address AND username? Or is the username different. Also, as documented, you probably shouldn't be using RealName here: > 50 'attr_match_list' => [ > 51 'Name', > 52 'EmailAddress', > 53 'RealName', > 54 ], It means you can't have two users named Kevin Falcone in your RT. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mdrouet at randco.fr Fri Jul 5 10:18:04 2013 From: mdrouet at randco.fr (Maximilien Drouet) Date: Fri, 5 Jul 2013 16:18:04 +0200 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD In-Reply-To: <20130705141435.GJ71184@jibsheet.com> References: <20130705141435.GJ71184@jibsheet.com> Message-ID: Hi, Both AD & RT have a user matching email && Username. Regarding RealName, yes I read about it but in my case, real names are NEVER the same they use Kevin FALCONE, KEVIN A FALCONE, KEVIN B FALCONE, and so on. But yes you're right about what's documented. On Fri, Jul 5, 2013 at 4:14 PM, Kevin Falcone wrote: > On Thu, Jul 04, 2013 at 05:00:23PM +0200, Maximilien Drouet wrote: > > As you can see in the log output I successfully find the user BUT I > have an error "Couldn't > > create user myuser " which I don't understand because YES user > exists but I just want to > > authenticate not recreate a user. > > Does the user exist with a matching Email Address AND username? Or is > the username different. > > Also, as documented, you probably shouldn't be using RealName here: > > > 50 'attr_match_list' => [ > > 51 'Name', > > 52 'EmailAddress', > > 53 'RealName', > > 54 ], > > It means you can't have two users named Kevin Falcone in your RT. > > -kevin > -- Max -------------- next part -------------- An HTML attachment was scrubbed... URL: From samuel+rt-users at tacticalbuddha.net Fri Jul 5 12:22:18 2013 From: samuel+rt-users at tacticalbuddha.net (Samuel Jones) Date: Fri, 05 Jul 2013 17:22:18 +0100 Subject: [rt-users] Comment notification e-mails dropping characters In-Reply-To: <51D6D2C4.4090504@xs4all.nl> References: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> <7080161.BlUVhNHJMT@dharma.tacticalbuddha.net> <51D6D2C4.4090504@xs4all.nl> Message-ID: <41609987.CcdC1DGgjV@dharma.tacticalbuddha.net> Did the upgrade, specified 4.0.4 as the start and 4.0.13 as the end, which went great and its all working, it didn't however replace the admin comment scrip, so I think I'll just need to go in and change that manually! On Friday 05 Jul 2013 16:05:56 Joop wrote: > Samuel Jones wrote: > > The fresh installation of 4.0.12 was to move away from system packages to > > source > > > > I'm all ready to upgrade to 4.0.13, but on make upgrade-database, is it > > best to run it as upgrade from 4.0.12 or from 4.0.4 which was the > > previous system package? > > > > I reckon from 4.0.4 but I don't want to cause any other damage along the > > way. > From 4.0.4 to 4.0.13, backup and/or test instance is your friend :-) > > Regards, > > Joop From falcone at bestpractical.com Fri Jul 5 13:09:27 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 5 Jul 2013 13:09:27 -0400 Subject: [rt-users] Comment notification e-mails dropping characters In-Reply-To: <41609987.CcdC1DGgjV@dharma.tacticalbuddha.net> References: <1518265.TpWBJudihR@dharma.tacticalbuddha.net> <7080161.BlUVhNHJMT@dharma.tacticalbuddha.net> <51D6D2C4.4090504@xs4all.nl> <41609987.CcdC1DGgjV@dharma.tacticalbuddha.net> Message-ID: <20130705170927.GK71184@jibsheet.com> On Fri, Jul 05, 2013 at 05:22:18PM +0100, Samuel Jones wrote: > On Friday 05 Jul 2013 16:05:56 Joop wrote: > > Samuel Jones wrote: > > > The fresh installation of 4.0.12 was to move away from system packages to > > > source > > > > > > I'm all ready to upgrade to 4.0.13, but on make upgrade-database, is it > > > best to run it as upgrade from 4.0.12 or from 4.0.4 which was the > > > previous system package? > > > > > > I reckon from 4.0.4 but I don't want to cause any other damage along the > > > way. > > From 4.0.4 to 4.0.13, backup and/or test instance is your friend :-) > Did the upgrade, specified 4.0.4 as the start and 4.0.13 as the end, which went > great and its all working, it didn't however replace the admin comment scrip, > so I think I'll just need to go in and change that manually! I'm not sure anyone thought that Template was going to be fixed by an upgrade. Now that we know you did an export from sqlite into another database, I'd place any blame on that step. If I were you, I'd be comparing all my Templates with the shipped versions. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From sobeckij at wilmette.com Fri Jul 5 13:03:22 2013 From: sobeckij at wilmette.com (Sobecki, Joseph) Date: Fri, 5 Jul 2013 17:03:22 +0000 Subject: [rt-users] Installation help Message-ID: <65370075C13C054588F4AF0C7BA78BCA303691@VOWVH005.wilmette.com> Hi, First hope that everything had a good 4th of July. I am running Ubuntu Server. I have unzipped the RT package into "/var/www/" directory and try to run sudo /var/www/rt/configure --help & /var/www/rt/configure --help Both commands fail (see attached screenshot). I originally tried to upload the files to the /sr/ directory but didn't have permissions and choose to use /var/www/ because it was the one directory (besides /home/) that I had already created permissions for. This is my first time trying to do an install of this type and I have had a really hard time. Thanks. Best, Joseph Sobecki -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: demo.jpg Type: image/jpeg Size: 233702 bytes Desc: demo.jpg URL: From presnypreklad at gmail.com Sun Jul 7 05:56:12 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Sun, 7 Jul 2013 11:56:12 +0200 Subject: [rt-users] Merge tickets using Perl API? Message-ID: Greetings, RT enthusiasts! I am trying to merge two pre-existing tickets by a stand-alone Perl script. Here's the full script: #!/usr/bin/perl use strict; use warnings; use RT; use RT::Ticket; my $CurrentUser; BEGIN { # make STDERR unbuffered binmode(STDERR, ":unix") || die "can't binmode STDOUT to :unix: $!"; print STDERR "Initializing RT..."; RT->LoadConfig; RT->Init; # Become RT System User $CurrentUser = RT::CurrentUser->new; $CurrentUser->Load(RT->SystemUser); die "Could not become RT System User" unless $CurrentUser; print STDERR "Done.\n"; } my $TicketA_id = 33842; #Ticket A my $TicketB_id = 34497; #Ticket B my $TicketA_obj = new RT::Ticket(RT->SystemUser); $TicketA_obj->Load($TicketA_id); my ($val, $msg) = $TicketA_obj->AddLink( Type => 'MergedInto', Target => $TicketB_id, ); print "RT::Ticket::AddLink returned val '$val' and msg '$msg'\n"; And here's the output: Initializing RT...Done. RT::Ticket::AddLink returned val '6' and msg 'Ticket 33842 merged into Ticket 34497.' In the web UI, I see the following transactions are created: In ticket 33842: The RT System itself - Merged into ticket #34497 In ticket 34497: The RT System itself - Merged into ticket #33842 Needless to say, the tickets are not merged properly - they continue to be displayed separately. Advice, pointers how to do this properly? Thanks in advance! Nathan From alexdecalli71 at gmail.com Sun Jul 7 08:21:52 2013 From: alexdecalli71 at gmail.com (Alex Decalli) Date: Sun, 7 Jul 2013 14:21:52 +0200 Subject: [rt-users] RT session cleanup - session table size Message-ID: Hello everybody I want to cleanup my session table, it is already about 1 Gigabyte! I hit: me at myserver:~$ sudo rt-clean-sessions --debug --older 1M and it says: [Sun Jul 7 12:20:26 2013] [warning]: Use of uninitialized value $alogoff in multiplication (*) at /usr/sbin/rt-clean-sessions line 118. (/usr/sbin/rt-clean-sessions:118) [Sun Jul 7 12:20:26 2013] [info]: successfuly deleted 0E0 sessions (/usr/share/request-tracker3.8/lib/RT/Interface/Web/Session.pm:195) And my table is still the same size! how does it work? isn't it supposed to delete these rows and reduce the size of table? -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.dalzell at aveva.com Mon Jul 8 05:12:38 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Mon, 8 Jul 2013 02:12:38 -0700 (PDT) Subject: [rt-users] Linking a Transaction CF value to a Ticket CF value In-Reply-To: <20130705141029.GI71184@jibsheet.com> References: <1372860026647-54546.post@n7.nabble.com> <20130703155814.GD71184@jibsheet.com> <1372930690510-54559.post@n7.nabble.com> <20130705141029.GI71184@jibsheet.com> Message-ID: <1373274758159-54593.post@n7.nabble.com> Ah ok i see where the syntax error is coming from and your right its because of a missing bracket. I have now ran the trigger by replying to a ticket and setting the 'Alert_Support_T CF to 'Alert' and it produced the following error *Error Log* Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:487] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:292] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:114] [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232] [/opt/rt4/sbin/../lib/RT/Scrip.pm:475] [/opt/rt4/sbin/../lib/RT/Scrips.pm:188] [/opt/rt4/sbin/../lib/RT/Transaction.pm:201] [/opt/rt4/sbin/../lib/RT/Record.pm:1504] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2297] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2193] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2019] [/opt/rt4/share/html/Ticket/Display.html:164] [/opt/rt4/share/html/Ticket/Update.html:300] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:491) [Mon Jul 8 09:01:35 2013] [warning]: Couldn't load object RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2684 *Script Cndition* #Set my Variables my $txn = $self->TransactionObj; my $type = $txn->Type; my $cf = RT::CustomField->new( $self->CurrentUser ); #Test load CF Alert_Support_T my ($id, $msg) = $cf->Load("Alert_Support_T"); unless ($id) { RT->Logger->error("Unable to load Alert_Support_T: $msg"); return 0; } if ( $type eq 'Create' ) { # CF can be set on create return 0 unless $txn->Creatorobj->FirstCustomFieldValue('Alert_Support_T') eq 'LFM Support Required'; } elsif ( $type eq 'CustomField' ) { # CF can be changed later my $cf = RT::CustomField->new( $self->CurrentUser ); $cf->Load( $txn->Field ); return 0 unless $cf->Name eq 'Alert_Support_T'; return 0 unless $txn->NewValue eq 'LFM Support Required'; } else { return 0; } return 1; -- View this message in context: http://requesttracker.8502.n7.nabble.com/Linking-a-Transaction-CF-value-to-a-Ticket-CF-value-tp54546p54593.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Mon Jul 8 10:50:43 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 8 Jul 2013 10:50:43 -0400 Subject: [rt-users] Installation help In-Reply-To: <65370075C13C054588F4AF0C7BA78BCA303691@VOWVH005.wilmette.com> References: <65370075C13C054588F4AF0C7BA78BCA303691@VOWVH005.wilmette.com> Message-ID: <20130708145043.GL71184@jibsheet.com> On Fri, Jul 05, 2013 at 05:03:22PM +0000, Sobecki, Joseph wrote: > I am running Ubuntu Server. I have unzipped the RT package into "/var/www/" directory and try > to run > sudo /var/www/rt/configure --help > & > /var/www/rt/configure --help > > Both commands fail (see attached screenshot). I originally tried to upload the files to the > /sr/ directory but didn't have permissions and choose to use /var/www/ because it was the one > directory (besides /home/) that I had already created permissions for. > > This is my first time trying to do an install of this type and I have had a really hard time. The rt tarball doesn't unpack into an rt/ directory, it unpacks into rt-4.0.13 (or whatever the version is). Also, it doesn't run from the untarred tarball. You can see this by looking at ls /var/www Also, don't run configure from outside the RT tarball directory. Untar it in your home directory, find the correct directory and start from there. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jul 8 10:51:32 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 8 Jul 2013 10:51:32 -0400 Subject: [rt-users] Merge tickets using Perl API? In-Reply-To: References: Message-ID: <20130708145132.GM71184@jibsheet.com> On Sun, Jul 07, 2013 at 11:56:12AM +0200, Nathan Cutler wrote: > Greetings, RT enthusiasts! > > I am trying to merge two pre-existing tickets by a stand-alone Perl script. > > Here's the full script: You want to use http://bestpractical.com/rt/docs/latest/RT/Ticket.html#MergeInto Creating the link is only a very small part of the process. -kevin > > #!/usr/bin/perl > > use strict; > use warnings; > > use RT; > use RT::Ticket; > > my $CurrentUser; > > BEGIN { > # make STDERR unbuffered > binmode(STDERR, ":unix") > || die "can't binmode STDOUT to :unix: $!"; > print STDERR "Initializing RT..."; > RT->LoadConfig; > RT->Init; > # Become RT System User > $CurrentUser = RT::CurrentUser->new; > $CurrentUser->Load(RT->SystemUser); > die "Could not become RT System User" unless $CurrentUser; > print STDERR "Done.\n"; > } > > my $TicketA_id = 33842; #Ticket A > my $TicketB_id = 34497; #Ticket B > my $TicketA_obj = new RT::Ticket(RT->SystemUser); > $TicketA_obj->Load($TicketA_id); > my ($val, $msg) = $TicketA_obj->AddLink( > Type => 'MergedInto', > Target => $TicketB_id, > ); > print "RT::Ticket::AddLink returned val '$val' and msg '$msg'\n"; > > > And here's the output: > Initializing RT...Done. > RT::Ticket::AddLink returned val '6' and msg 'Ticket 33842 merged into > Ticket 34497.' > > In the web UI, I see the following transactions are created: > > In ticket 33842: > The RT System itself - Merged into ticket #34497 > > In ticket 34497: > The RT System itself - Merged into ticket #33842 > > Needless to say, the tickets are not merged properly - they continue > to be displayed separately. > > Advice, pointers how to do this properly? > > Thanks in advance! > Nathan -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jul 8 11:01:02 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 8 Jul 2013 11:01:02 -0400 Subject: [rt-users] RT session cleanup - session table size In-Reply-To: References: Message-ID: <20130708150102.GN71184@jibsheet.com> On Sun, Jul 07, 2013 at 02:21:52PM +0200, Alex Decalli wrote: > Hello everybody > I want to cleanup my session table, it is already about 1 Gigabyte! I hit: > > me at myserver:~$ sudo rt-clean-sessions --debug --older 1M > > and it says: > > [Sun Jul 7 12:20:26 2013] [warning]: Use of uninitialized value $alogoff in multiplication (*) > at /usr/sbin/rt-clean-sessions line 118. (/usr/sbin/rt-clean-sessions:118) > [Sun Jul 7 12:20:26 2013] [info]: successfuly deleted 0E0 sessions > (/usr/share/request-tracker3.8/lib/RT/Interface/Web/Session.pm:195) > > And my table is still the same size! how does it work? isn't it supposed to delete these rows > and reduce the size of table? What is AutoLogoff set to in your RT_SiteConfig.pm file? You can confirm the version RT sees by looking at Tools -> Configuration -> Tools -> System Configuration and searching for AutoLogoff. This might explain your weird warning. As for why nothing is deleted, if you log into your database (which database are you using?) you can run select min(LastUpdated) from sessions; to see what your data looks like. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jul 8 11:04:31 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 8 Jul 2013 11:04:31 -0400 Subject: [rt-users] Linking a Transaction CF value to a Ticket CF value In-Reply-To: <1373274758159-54593.post@n7.nabble.com> References: <1372860026647-54546.post@n7.nabble.com> <20130703155814.GD71184@jibsheet.com> <1372930690510-54559.post@n7.nabble.com> <20130705141029.GI71184@jibsheet.com> <1373274758159-54593.post@n7.nabble.com> Message-ID: <20130708150431.GO71184@jibsheet.com> On Mon, Jul 08, 2013 at 02:12:38AM -0700, scott.dalzell wrote: > I have now ran the trigger by replying to a ticket and setting the > 'Alert_Support_T CF to 'Alert' and it produced the following error > > *Error Log* Unfortunately, you cut off the cause of this stack. The line that comes after is unrelated. It appears to be a mail sending error. -kevin > Stack: > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:487] > [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:292] > [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:114] > [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232] > [/opt/rt4/sbin/../lib/RT/Scrip.pm:475] > [/opt/rt4/sbin/../lib/RT/Scrips.pm:188] > [/opt/rt4/sbin/../lib/RT/Transaction.pm:201] > [/opt/rt4/sbin/../lib/RT/Record.pm:1504] > [/opt/rt4/sbin/../lib/RT/Ticket.pm:2297] > [/opt/rt4/sbin/../lib/RT/Ticket.pm:2193] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2019] > [/opt/rt4/share/html/Ticket/Display.html:164] > [/opt/rt4/share/html/Ticket/Update.html:300] > [/opt/rt4/share/html/Ticket/autohandler:66] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:491) > [Mon Jul 8 09:01:35 2013] [warning]: Couldn't load object RT::Transaction > #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2684 > > *Script Cndition* > > #Set my Variables > my $txn = $self->TransactionObj; > my $type = $txn->Type; > my $cf = RT::CustomField->new( $self->CurrentUser ); > > > #Test load CF Alert_Support_T > my ($id, $msg) = $cf->Load("Alert_Support_T"); > unless ($id) { > RT->Logger->error("Unable to load Alert_Support_T: $msg"); > return 0; > } > > if ( $type eq 'Create' ) { > # CF can be set on create > return 0 unless > $txn->Creatorobj->FirstCustomFieldValue('Alert_Support_T') eq 'LFM Support > Required'; > > } > elsif ( $type eq 'CustomField' ) { > # CF can be changed later > my $cf = RT::CustomField->new( $self->CurrentUser ); > $cf->Load( $txn->Field ); > > return 0 unless $cf->Name eq 'Alert_Support_T'; > return 0 unless $txn->NewValue eq 'LFM Support Required'; > } else { > return 0; > } > return 1; -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From alexdecalli71 at gmail.com Mon Jul 8 14:05:32 2013 From: alexdecalli71 at gmail.com (Alex Decalli) Date: Mon, 8 Jul 2013 20:05:32 +0200 Subject: [rt-users] RT session cleanup - session table size In-Reply-To: <20130708150102.GN71184@jibsheet.com> References: <20130708150102.GN71184@jibsheet.com> Message-ID: Thanks a lot Kevin. Frankly I have been working on this server for like 1 week, this is RT3.8 on Ubuntu 11.04 (terrible, I know), it has no GUI installed (no problem for me), mysql 5.1 and the administrator has left almost for 1 year, so no support for long time. The auto logoff was not set, we are planning to find all the problems, announce downtime (this server is being used globally) and make changes, I am planning to set the autologoff too. But now, how can I at least manually clean this session table? is there any way? (I am new to this RT, so I am really not sure how it works yet, I am studying it and I know that this data on session table is really useless for future) On Mon, Jul 8, 2013 at 5:01 PM, Kevin Falcone wrote: > On Sun, Jul 07, 2013 at 02:21:52PM +0200, Alex Decalli wrote: > > Hello everybody > > I want to cleanup my session table, it is already about 1 Gigabyte! I > hit: > > > > me at myserver:~$ sudo rt-clean-sessions --debug --older 1M > > > > and it says: > > > > [Sun Jul 7 12:20:26 2013] [warning]: Use of uninitialized value > $alogoff in multiplication (*) > > at /usr/sbin/rt-clean-sessions line 118. > (/usr/sbin/rt-clean-sessions:118) > > [Sun Jul 7 12:20:26 2013] [info]: successfuly deleted 0E0 sessions > > (/usr/share/request-tracker3.8/lib/RT/Interface/Web/Session.pm:195) > > > > And my table is still the same size! how does it work? isn't it > supposed to delete these rows > > and reduce the size of table? > > What is AutoLogoff set to in your RT_SiteConfig.pm file? > You can confirm the version RT sees by looking at Tools -> > Configuration -> Tools -> System Configuration and searching for > AutoLogoff. This might explain your weird warning. > > As for why nothing is deleted, if you log into your database (which > database are you using?) you can run > select min(LastUpdated) from sessions; > to see what your data looks like. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From craig at 2ndquadrant.com Tue Jul 9 00:02:17 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 09 Jul 2013 12:02:17 +0800 Subject: [rt-users] RT session cleanup - session table size In-Reply-To: References: Message-ID: <51DB8B49.9060705@2ndquadrant.com> On 07/07/2013 08:21 PM, Alex Decalli wrote: > Hello everybody > I want to cleanup my session table, it is already about 1 Gigabyte! I hit: > > me at myserver:~$ sudo rt-clean-sessions --debug --older 1M That reminds me - is there any reason RT would get upset if the sessions table was suddenly empty after a restart? I'm wondering if it should be an UNLOGGED table on PostgreSQL 9.1 and above, so it doesn't incur write-ahead logging overhead. If it doesn't need to be crash-safe and it's OK to just have it truncated after a crash recovery restart, that'd be ideal. Thoughts? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Tue Jul 9 03:23:53 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 09 Jul 2013 15:23:53 +0800 Subject: [rt-users] RT session cleanup - session table size In-Reply-To: References: <51DB8B49.9060705@2ndquadrant.com> Message-ID: <51DBBA89.10200@2ndquadrant.com> On 07/09/2013 03:05 PM, Alex Decalli wrote: > I think there is no such table. There certainly is. From my PostgreSQL logs on the database that RT is using: UPDATE sessions SET a_session = $1 WHERE id = $2 with a giant binary blob as $1" DETAIL: parameters: $1 = 'BQgDAAAACQQRD1 RT should really be using DBD::Pg's native bytea support on PostgreSQL, not base64-encoding binary for storing in the database, btw, something like: $rv = $sth->bind_param($param_num, $bind_value, { pg_type => DBD::Pg::PG_BYTEA }); per http://search.cpan.org/~rudy/DBD-Pg/Pg.pm -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From indy at civ.zcu.cz Tue Jul 9 05:01:36 2013 From: indy at civ.zcu.cz (Petr Grolmus) Date: Tue, 09 Jul 2013 11:01:36 +0200 Subject: [rt-users] Digitaly signed e-mails in RT? Message-ID: <51DBD170.5000009@civ.zcu.cz> Hi there, we would love to validate e-mails digitaly signed by certificate and we need to visualize (e.g. by green hook) that e-mail was successfuly verified. But not all e-mails will be digitaly signed, just some of them. I tried to find some plugins and/or extensions for this, but none was useful. Is there any chance to verify signed incoming e-mails and visualize it somehow in web interface of RT? Or is this funcionality native in RT4? We use a little bit older version -- 3.8.8-7+squeeze1 ;) Thanks, Petr Grolmus From ktm at rice.edu Tue Jul 9 08:46:00 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 9 Jul 2013 07:46:00 -0500 Subject: [rt-users] RT session cleanup - session table size In-Reply-To: <51DB8B49.9060705@2ndquadrant.com> References: <51DB8B49.9060705@2ndquadrant.com> Message-ID: <20130709124600.GB3264@aart.rice.edu> On Tue, Jul 09, 2013 at 12:02:17PM +0800, Craig Ringer wrote: > On 07/07/2013 08:21 PM, Alex Decalli wrote: > > Hello everybody > > I want to cleanup my session table, it is already about 1 Gigabyte! I hit: > > > > me at myserver:~$ sudo rt-clean-sessions --debug --older 1M > > That reminds me - is there any reason RT would get upset if the sessions > table was suddenly empty after a restart? > > I'm wondering if it should be an UNLOGGED table on PostgreSQL 9.1 and > above, so it doesn't incur write-ahead logging overhead. If it doesn't > need to be crash-safe and it's OK to just have it truncated after a > crash recovery restart, that'd be ideal. > > Thoughts? > Hi Craig, Truncating the table does not cause any problems. Everyone will just need to login again. UNLOGGED is okay unless you want to be able to failover to a DB replica in which case you want them logged to have the backup DB updated. Regards, Ken From landonstewart at gmail.com Tue Jul 9 12:42:01 2013 From: landonstewart at gmail.com (Landon) Date: Tue, 9 Jul 2013 12:42:01 -0400 Subject: [rt-users] Custom field appearance and single column ticket creation Message-ID: When creating an RTIR "Investigations" ticket I'd like to modify the size of some of my custom fields and possibly having the "Basics" section with the custom fields in one column above the Launch a New Investigation section. I might also have to have more than one column *within* the Basics section so that the custom fields don't cause the entire page to be too long. I've read to make such modifications in files within /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Ticket/Elements/EditCustomFields/ but I'm not sure I'm getting the hang of Mason markup. Am I at least on the right track? -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jul 9 13:01:13 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Jul 2013 13:01:13 -0400 Subject: [rt-users] Digitaly signed e-mails in RT? In-Reply-To: <51DBD170.5000009@civ.zcu.cz> References: <51DBD170.5000009@civ.zcu.cz> Message-ID: <20130709170113.GA1705@jibsheet.com> On Tue, Jul 09, 2013 at 11:01:36AM +0200, Petr Grolmus wrote: > we would love to validate e-mails digitaly signed > by certificate and we need to visualize (e.g. by green > hook) that e-mail was successfuly verified. But not all > e-mails will be digitaly signed, just some of them. I tried to > find some plugins and/or extensions for this, but none > was useful. Is there any chance to verify signed incoming > e-mails and visualize it somehow in web interface of RT? > Or is this funcionality native in RT4? We use a little bit > older version -- 3.8.8-7+squeeze1 ;) RT 3.8 and 4.0 support GnuPG signatures. If you're looking for S/MIME support (you don't actually say, so I'm speculating) that should be natively supported in the 4.2 release. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jul 9 13:02:32 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Jul 2013 13:02:32 -0400 Subject: [rt-users] RT session cleanup - session table size In-Reply-To: References: <20130708150102.GN71184@jibsheet.com> Message-ID: <20130709170232.GB1705@jibsheet.com> On Mon, Jul 08, 2013 at 08:05:32PM +0200, Alex Decalli wrote: > Thanks a lot Kevin. Frankly I have been working on this server for like 1 week, this is RT3.8 > on Ubuntu 11.04 (terrible, I know), it has no GUI installed (no problem for me), mysql 5.1 and > the administrator has left almost for 1 year, so no support for long time. The auto logoff was > not set, we are planning to find all the problems, announce downtime (this server is being > used globally) and make changes, I am planning to set the autologoff too. But now, how can I > at least manually clean this session table? is there any way? (I am new to this RT, so I am > really not sure how it works yet, I am studying it and I know that this data on session table > is really useless for future) The SQL I mentioned was a bit of a hint. >> As for why nothing is deleted, if you log into your database (which >> database are you using?) you can run >> select min(LastUpdated) from sessions; >> to see what your data looks like. You can delete from sessions where LastUpdated is old, as long as you accept that RT does not *always* update the session for REST clients and some other users, so if someone has hardcoded a cookie rather than logging in and saving the cookie, there will be problems. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jul 9 13:07:30 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Jul 2013 13:07:30 -0400 Subject: [rt-users] RT session cleanup - session table size In-Reply-To: <51DBBA89.10200@2ndquadrant.com> References: <51DB8B49.9060705@2ndquadrant.com> <51DBBA89.10200@2ndquadrant.com> Message-ID: <20130709170730.GC1705@jibsheet.com> On Tue, Jul 09, 2013 at 03:23:53PM +0800, Craig Ringer wrote: > On 07/09/2013 03:05 PM, Alex Decalli wrote: > > I think there is no such table. > > There certainly is. From my PostgreSQL logs on the database that RT is > using: > > UPDATE sessions SET a_session = $1 WHERE id = $2 > > with a giant binary blob as $1" > > DETAIL: parameters: $1 = 'BQgDAAAACQQRD1 > > RT should really be using DBD::Pg's native bytea support on PostgreSQL, > not base64-encoding binary for storing in the database, btw, something like: > > $rv = $sth->bind_param($param_num, $bind_value, > { pg_type => DBD::Pg::PG_BYTEA }); RT uses Apache::Session which is what is storing things in the session table in the database. We document that you shouldn't bother backing up the session table. Setting it to disappear on restart should be fine as long as your users are ok with being logged out and your external processes aren't storing session ids and trying to use them rather than logging in (a surprisingly common failure case). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From tim at marchex.com Tue Jul 9 17:20:31 2013 From: tim at marchex.com (Tim Wiley) Date: Tue, 09 Jul 2013 14:20:31 -0700 Subject: [rt-users] Mandatory Custom Field Privileges Message-ID: <51DC7E9F.4060201@marchex.com> GroupA are workers in & effectively own Queue1. GroupA requested a number of custom fields for their queue that help facilitate better reporting on tickets. Because of the reporting nature of these custom fields, GroupA has requested that only they have the permissions required to set the values on these fields & that they are mandatory. Furthermore, these custom fields should be hidden from GroupB, the group that is allowed to submit tickets to the queue. Ideally, if GroupB can't see or modify the custom field, they shouldn't be told at ticket creation that the CFs are mandatory & the ticket should be created. Once a ticket lands in the hands of GroupA & they modify the ticket, the mandatory CFs with no values should then be verified & an error should be displayed, not allowing the modify until all mandatory CFs are filled out (because GroupA has permissions to see & modify the custom fields). I've looked all over for the special permissions recipe for this setup & I can't find anything. Am I the only one trying to use RT in this manner? Is there a way to do this that I'm missing? Do you need more information or clarification? I'll gladly supply it. From trs at bestpractical.com Tue Jul 9 19:43:08 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 09 Jul 2013 16:43:08 -0700 Subject: [rt-users] Mandatory Custom Field Privileges In-Reply-To: <51DC7E9F.4060201@marchex.com> References: <51DC7E9F.4060201@marchex.com> Message-ID: <51DCA00C.5000601@bestpractical.com> On 07/09/2013 02:20 PM, Tim Wiley wrote: > GroupA are workers in & effectively own Queue1. GroupA requested a > number of custom fields for their queue that help facilitate better > reporting on tickets. Because of the reporting nature of these custom > fields, GroupA has requested that only they have the permissions > required to set the values on these fields & that they are mandatory. > Furthermore, these custom fields should be hidden from GroupB, the group > that is allowed to submit tickets to the queue. Ideally, if GroupB > can't see or modify the custom field, they shouldn't be told at ticket > creation that the CFs are mandatory & the ticket should be created. Once > a ticket lands in the hands of GroupA & they modify the ticket, the > mandatory CFs with no values should then be verified & an error should > be displayed, not allowing the modify until all mandatory CFs are filled > out (because GroupA has permissions to see & modify the custom fields). > > I've looked all over for the special permissions recipe for this setup & > I can't find anything. Am I the only one trying to use RT in this > manner? Is there a way to do this that I'm missing? Do you need more > information or clarification? I'll gladly supply it. You never said what you tried and what isn't working... Not letting one group of users see a set of CFs is possible with RT's rights, provided you haven't granted rights too widely at the global level. You may need to rejigger some of your rights first to be less global and more role/group/object specific. From tim at marchex.com Tue Jul 9 20:08:27 2013 From: tim at marchex.com (Tim Wiley) Date: Tue, 09 Jul 2013 17:08:27 -0700 Subject: [rt-users] Mandatory Custom Field Privileges In-Reply-To: <51DCA00C.5000601@bestpractical.com> References: <51DC7E9F.4060201@marchex.com> <51DCA00C.5000601@bestpractical.com> Message-ID: <51DCA5FB.3010304@marchex.com> On 07/09/2013 04:43 PM, Thomas Sibley wrote: > On 07/09/2013 02:20 PM, Tim Wiley wrote: >> GroupA are workers in & effectively own Queue1. GroupA requested a >> number of custom fields for their queue that help facilitate better >> reporting on tickets. Because of the reporting nature of these custom >> fields, GroupA has requested that only they have the permissions >> required to set the values on these fields & that they are mandatory. >> Furthermore, these custom fields should be hidden from GroupB, the group >> that is allowed to submit tickets to the queue. Ideally, if GroupB >> can't see or modify the custom field, they shouldn't be told at ticket >> creation that the CFs are mandatory & the ticket should be created. Once >> a ticket lands in the hands of GroupA & they modify the ticket, the >> mandatory CFs with no values should then be verified & an error should >> be displayed, not allowing the modify until all mandatory CFs are filled >> out (because GroupA has permissions to see & modify the custom fields). >> >> I've looked all over for the special permissions recipe for this setup & >> I can't find anything. Am I the only one trying to use RT in this >> manner? Is there a way to do this that I'm missing? Do you need more >> information or clarification? I'll gladly supply it. > > You never said what you tried and what isn't working... > > Not letting one group of users see a set of CFs is possible with RT's > rights, provided you haven't granted rights too widely at the global > level. You may need to rejigger some of your rights first to be less > global and more role/group/object specific. > I think that might've been the key. I removed some more wide spread permissions on one of my mandatory fields & the error is gone. Let me play around with the others & I'll get back to you. The blanket permission was SeeCustomField granted to everyone on the CF level. I'm guessing that there's no good way to allow a user to see the field, but not modify it? Am I misunderstanding what SeeCustomField allows? It's possible, I was mistaken on SeeQueue a while back. From scott.dalzell at aveva.com Wed Jul 10 04:54:56 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Wed, 10 Jul 2013 01:54:56 -0700 (PDT) Subject: [rt-users] Linking a Transaction CF value to a Ticket CF value In-Reply-To: <20130708150431.GO71184@jibsheet.com> References: <1372860026647-54546.post@n7.nabble.com> <20130703155814.GD71184@jibsheet.com> <1372930690510-54559.post@n7.nabble.com> <20130705141029.GI71184@jibsheet.com> <1373274758159-54593.post@n7.nabble.com> <20130708150431.GO71184@jibsheet.com> Message-ID: <1373446496134-54610.post@n7.nabble.com> Due to time constrains i have had to take a simpler approach to this issue and go back to working with ticket obj instead of catching the details dueing the transaction which i understand better at this point in time i have created a new ticket CF ('Alert_Support_Notes') to store the users comments when changing the 'Alert_SUpport' CF to 'Alert'. i have then added to scrips linked to the 'Alert_Support' CF 1/ when the 'Alert_Support' CF is set to 'alert' it wil check the new 'Alert_Support_Notes' CF for a comment, if there is no comment it will enter in warning message and will email the last person to update the ticket instructing them to add a comment 2/ when the 'Alert_Support' CF is set to 'alert' it will email our support team to alert them that there is a ticket that requires there attention 3/ When the 'Alert_Support' CF is cleared it will also clear the 'Alert_SUpport_Notes' CF than you for all your help Kevin Scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/Linking-a-Transaction-CF-value-to-a-Ticket-CF-value-tp54546p54610.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From presnypreklad at gmail.com Wed Jul 10 05:15:15 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Wed, 10 Jul 2013 11:15:15 +0200 Subject: [rt-users] LDAPImport size limit woes Message-ID: Hello again! I have the LDAPImport extension working. Our LDAP server uses an aggressive size limit and I have a kludge in place to deal with it. But today I noticed that LDAPImport has an LDAPSizeLimit parameter. However, when I turn it on like this: Set($LDAPSizeLimit, 100); I get the following error: [Wed Jul 10 09:10:42 2013] [error]: LDAP search failed Critical extension not available (/usr/lib/perl5/vendor_perl/5.16.2/RT/Extension/LDAPImport.pm:1237) LDAP search failed Critical extension not available when I run /usr/bin/rtldapimport Could it be that the value of LDAPSizeLimit that I set in RT_SiteConfig.pm must match the server's actual limit exactly? (I was assuming it just had to be <= the server's actual limit.) Thanks in advance, Nathan From scott.dalzell at aveva.com Wed Jul 10 11:57:47 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Wed, 10 Jul 2013 08:57:47 -0700 (PDT) Subject: [rt-users] RT4 - Email Errors generated even when sent 'successfully' Message-ID: <1373471866533-54612.post@n7.nabble.com> I was wondering if anyone could help me with this issue. I have setup RT4.0.12, using a Mysql 5.6.11.0 database under Cygwin The issue is my RT system is having a good old moan whenever an email is sent. it is adding errors onto the RT ticket and the error log, however, all the emails are reaching there targets. The users can reply to any emails from RT and the replys will be added to the ticket. and the same error messages will be added to the log and the ticket Can i make these errors stop appearing on the RT tickets (e.g. hide them) or could someone help me track down the root casue of these errors All errors and relevent files have been attached with email/passwords etc remoted thank you in advanced *RT Error* Wed Jul 10 16:33:11 2013The RT System itself - System error Sending the previous mail has failed. Please contact your admin, they can find more details in the logs *Error log* [Wed Jul 10 15:33:11 2013] [error]: : `/opt/rt4/etc/msmtp_wrapper -oi -t -ODeliveryMode=b -OErrorMode=m -f lfm.test at aveva.com` exited with code 64 (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:486) [Wed Jul 10 15:33:11 2013] [critical]: : Could not send mail with command `/opt/rt4/etc/msmtp_wrapper -oi -t -ODeliveryMode=b -OErrorMode=m -f lfm.test at aveva.com`: : `/opt/rt4/etc/msmtp_wrapper -oi -t -ODeliveryMode=b -OErrorMode=m -f lfm.test at aveva.com` exited with code 64 at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 487. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:487] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:292] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:114] [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232] [/opt/rt4/sbin/../lib/RT/Scrip.pm:475] [/opt/rt4/sbin/../lib/RT/Scrips.pm:188] [/opt/rt4/sbin/../lib/RT/Transaction.pm:201] [/opt/rt4/sbin/../lib/RT/Record.pm:1504] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2297] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2193] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2019] [/opt/rt4/share/html/Ticket/Display.html:164] [/opt/rt4/share/html/Ticket/Update.html:300] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:491 msmtp_wrapper.txt msmtp_wrapperconf.txt Site_Config.txt -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT4-Email-Errors-generated-even-when-sent-successfully-tp54612.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Wed Jul 10 13:47:13 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 10 Jul 2013 10:47:13 -0700 Subject: [rt-users] LDAPImport size limit woes In-Reply-To: References: Message-ID: <51DD9E21.1030101@bestpractical.com> On 07/10/2013 02:15 AM, Nathan Cutler wrote: > [Wed Jul 10 09:10:42 2013] [error]: LDAP search failed Critical > extension not available > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Extension/LDAPImport.pm:1237) > LDAP search failed Critical extension not available This is an error from your LDAP server saying that it doesn't support paged results (i.e. the first 100, the second 100, etc). What LDAP server are you running? The paging extension is common in most servers using the v3 LDAP spec. > Could it be that the value of LDAPSizeLimit that I set in > RT_SiteConfig.pm must match the server's actual limit exactly? (I was > assuming it just had to be <= the server's actual limit.) No, you assumed correctly. It just must be <= the actual limit. From presnypreklad at gmail.com Wed Jul 10 15:49:48 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Wed, 10 Jul 2013 21:49:48 +0200 Subject: [rt-users] LDAPImport size limit woes In-Reply-To: <51DD9E21.1030101@bestpractical.com> References: <51DD9E21.1030101@bestpractical.com> Message-ID: > This is an error from your LDAP server saying that it doesn't support > paged results (i.e. the first 100, the second 100, etc). Thanks, Thomas. That makes perfect sense, now that you've said it :-) > What LDAP server are you running? I don't know. It (the server) is not under my control, so I'll just have to stick with kludge I've been using until now. By the way, do I understand the docs correctly that the LDAPImport extension has no way of defining a chain of several LDAP servers, similar to what the RT::Authen::ExternalAuth does? Nathan From trs at bestpractical.com Wed Jul 10 16:51:14 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 10 Jul 2013 13:51:14 -0700 Subject: [rt-users] Mandatory Custom Field Privileges In-Reply-To: <51DCA5FB.3010304@marchex.com> References: <51DC7E9F.4060201@marchex.com> <51DCA00C.5000601@bestpractical.com> <51DCA5FB.3010304@marchex.com> Message-ID: <51DDC942.4000607@bestpractical.com> On 07/09/2013 05:08 PM, Tim Wiley wrote: >> Not letting one group of users see a set of CFs is possible with RT's >> rights, provided you haven't granted rights too widely at the global >> level. You may need to rejigger some of your rights first to be less >> global and more role/group/object specific. >> > > I think that might've been the key. I removed some more wide spread > permissions on one of my mandatory fields & the error is gone. Let me > play around with the others & I'll get back to you. Which error is gone? How are you making the CFs mandatory, btw? If it's an extension, that may affect whether or not it's caring to check rights before verifying mandatory-ness. > The blanket permission was SeeCustomField granted to everyone on the CF > level. I'm guessing that there's no good way to allow a user to see the > field, but not modify it? Am I misunderstanding what SeeCustomField > allows? > > It's possible, I was mistaken on SeeQueue a while back. The See* rights are just visibility, not modification. ModifyCustomField controls adding/removing values from CFs on tickets, etc. From trs at bestpractical.com Wed Jul 10 16:54:35 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 10 Jul 2013 13:54:35 -0700 Subject: [rt-users] LDAPImport size limit woes In-Reply-To: References: <51DD9E21.1030101@bestpractical.com> Message-ID: <51DDCA0B.5080300@bestpractical.com> On 07/10/2013 12:49 PM, Nathan Cutler wrote: >> What LDAP server are you running? > > I don't know. It (the server) is not under my control, so I'll just > have to stick with kludge I've been using until now. You might contact the admins of the server and ask if they can enable the paging extension or something. It's strange that it's not supported; it's been around for _ages_. > By the way, do I understand the docs correctly that the LDAPImport > extension has no way of defining a chain of several LDAP servers, > similar to what the RT::Authen::ExternalAuth does? Correct. You can work around this by using tricks like invoking rtldapimport with an environment variable that you then check with code in RT_SiteConfig.pm to dynamically determine which LDAP config to use. Then you invoke rtldapimport one time from cron for each value of the environment flag. From tim at marchex.com Wed Jul 10 17:33:31 2013 From: tim at marchex.com (Tim Wiley) Date: Wed, 10 Jul 2013 14:33:31 -0700 Subject: [rt-users] Mandatory Custom Field Privileges In-Reply-To: <51DDC942.4000607@bestpractical.com> References: <51DC7E9F.4060201@marchex.com> <51DCA00C.5000601@bestpractical.com> <51DCA5FB.3010304@marchex.com> <51DDC942.4000607@bestpractical.com> Message-ID: <51DDD32B.5090607@marchex.com> On 07/10/2013 01:51 PM, Thomas Sibley wrote: > On 07/09/2013 05:08 PM, Tim Wiley wrote: >>> Not letting one group of users see a set of CFs is possible with RT's >>> rights, provided you haven't granted rights too widely at the global >>> level. You may need to rejigger some of your rights first to be less >>> global and more role/group/object specific. >>> >> >> I think that might've been the key. I removed some more wide spread >> permissions on one of my mandatory fields & the error is gone. Let me >> play around with the others & I'll get back to you. > > Which error is gone? When trying to submit a ticket as a user that had SeeCustomField, but not MidifyCustomField, It would give me the error that the CF "Input must match [Mandatory]", even though I couldn't see the field to set it & I don't have permissions to set it anyway. Removing SeeCustomField from Everyone on the CF allowed me to create a ticket without error. > How are you making the CFs mandatory, btw? If it's an extension, that > may affect whether or not it's caring to check rights before verifying > mandatory-ness. I'm setting the validation field in the Basic CF config to "(?#Mandatory)." >> The blanket permission was SeeCustomField granted to everyone on the CF >> level. I'm guessing that there's no good way to allow a user to see the >> field, but not modify it? Am I misunderstanding what SeeCustomField >> allows? >> >> It's possible, I was mistaken on SeeQueue a while back. > > The See* rights are just visibility, not modification. > ModifyCustomField controls adding/removing values from CFs on tickets, etc. > After testing different scenarios, it looks like SeeCustomField/ModifyCustomField works as I would expect in every instance except for ticket creation. I may have stumbled across a bug. * As expected, a user having neither SeeCustomField nor ModifyCustomField will not see the custom field when the ticket is displayed or when they modify ticket basics. * As expected, a user with SeeCustomField, but not ModifyCustomField will see the CF & it's value when the ticket is displayed, but will not see the form element to set it when editing ticket basics. * As expected, a user with SeeCustomField, but not ModifyCustomField will not see the input form element for a field on the ticket creation input page. * What's unexpected is if a user has SeeCustomField, but not ModifyCustomField on a mandatory CF, at ticket creation they get the error "MyCustomField: Input must match [Mandatory]" even though it's not displayed & they don't have modify rights on it. Shouldn't RT create the ticket just as it does for a user without SeeCustomField, leaving the mandatory CF unset? BTW, I never said, but this is all rt-4.0.13, although it hasn't worked the way I'd expect on any version I've used (rt-3.6.3, rt-4.0.{8,9,10,11,12,13}) From trs at bestpractical.com Wed Jul 10 21:42:02 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 10 Jul 2013 18:42:02 -0700 Subject: [rt-users] Mandatory Custom Field Privileges In-Reply-To: <51DDD32B.5090607@marchex.com> References: <51DC7E9F.4060201@marchex.com> <51DCA00C.5000601@bestpractical.com> <51DCA5FB.3010304@marchex.com> <51DDC942.4000607@bestpractical.com> <51DDD32B.5090607@marchex.com> Message-ID: <51DE0D6A.1090204@bestpractical.com> On 07/10/2013 02:33 PM, Tim Wiley wrote: > I'm setting the validation field in the Basic CF config to "(?#Mandatory)." Ok, good. > * What's unexpected is if a user has SeeCustomField, but not > ModifyCustomField on a mandatory CF, at ticket creation they get the > error "MyCustomField: Input must match [Mandatory]" even though it's not > displayed & they don't have modify rights on it. Shouldn't RT create > the ticket just as it does for a user without SeeCustomField, leaving > the mandatory CF unset? This is totally a bug. I just replicated it on 4.0-trunk. After digging, I discovered that I fixed it on git master, which will become RT 4.2. An equivalent fix should be backported to the 4.0 version of the CF validation. I'm Cc'ing this to our bug tracker. From presnypreklad at gmail.com Thu Jul 11 03:55:18 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Thu, 11 Jul 2013 09:55:18 +0200 Subject: [rt-users] LDAPImport size limit woes In-Reply-To: <51DDCA0B.5080300@bestpractical.com> References: <51DD9E21.1030101@bestpractical.com> <51DDCA0B.5080300@bestpractical.com> Message-ID: > You might contact the admins of the server and ask if they can enable > the paging extension or something. It's strange that it's not > supported; it's been around for _ages_. Thomas: OK, I will ask them. Is this the one: http://www.rfc-editor.org/rfc/rfc2696.txt ? Nathan From tim at marchex.com Thu Jul 11 10:50:38 2013 From: tim at marchex.com (Tim Wiley) Date: Thu, 11 Jul 2013 07:50:38 -0700 Subject: [rt-users] Mandatory Custom Field Privileges In-Reply-To: <51DE0D6A.1090204@bestpractical.com> References: <51DC7E9F.4060201@marchex.com> <51DCA00C.5000601@bestpractical.com> <51DCA5FB.3010304@marchex.com> <51DDC942.4000607@bestpractical.com> <51DDD32B.5090607@marchex.com> <51DE0D6A.1090204@bestpractical.com> Message-ID: <51DEC63E.3090805@marchex.com> On 07/10/2013 06:42 PM, Thomas Sibley wrote: >> * What's unexpected is if a user has SeeCustomField, but not >> ModifyCustomField on a mandatory CF, at ticket creation they get the >> error "MyCustomField: Input must match [Mandatory]" even though it's not >> displayed & they don't have modify rights on it. Shouldn't RT create >> the ticket just as it does for a user without SeeCustomField, leaving >> the mandatory CF unset? > > This is totally a bug. I just replicated it on 4.0-trunk. > > After digging, I discovered that I fixed it on git master, which will > become RT 4.2. An equivalent fix should be backported to the 4.0 > version of the CF validation. > > I'm Cc'ing this to our bug tracker. > Thank you for your help Thomas. I look forward to getting the fix into our own instance. From guadagnino.cristiano at creval.it Thu Jul 11 10:48:39 2013 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 11 Jul 2013 14:48:39 +0000 Subject: [rt-users] RT-Extension-ReportSpam (was: Tickets created by junk mail) In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312B5E60D@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312B5E60D@valkyrie.ogp.qvii.com> Message-ID: <51DEC5D3.6010903@creval.it> Hi Stephen, this extension seems quite interesting, but I don't really know what to do with it. There's no documentation about installing nor about using. I installed it the usual way: perl Makefile.PL make make install Everything seemed to go well, but I see no difference at all in RT's UI. So I cleaned the mason cache and restarted Apache again, but I still see no difference. Could you please help me? Bye Cris Cena, Stephen (ext. 300) wrote: > > Have you checked out this extension yet? > > http://search.cpan.org/dist/RT-Extension-ReportSpam/lib/RT/Extension/Rep > ortSpam.pm > > This coupled with an rt-crontool job might be what you're looking for. > > > > Stephen Cena > QVII > MIS/IT Dept > 850 Hudson Ave. > Rochester, NY. 14620 > 585-544-0450 x300 > sjc at qvii.com > "Thank you for helping us help you help us all." > --For email related issues, please contact postmaster at qvii.com > > From falcone at bestpractical.com Thu Jul 11 12:38:10 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Jul 2013 12:38:10 -0400 Subject: [rt-users] RT4 - Email Errors generated even when sent 'successfully' In-Reply-To: <1373471866533-54612.post@n7.nabble.com> References: <1373471866533-54612.post@n7.nabble.com> Message-ID: <20130711163810.GD1705@jibsheet.com> On Wed, Jul 10, 2013 at 08:57:47AM -0700, scott.dalzell wrote: > The issue is my RT system is having a good old moan whenever an email is > sent. it is adding errors onto the RT ticket and the error log, however, all > the emails are reaching there targets. The users can reply to any emails > from RT and the replys will be added to the ticket. and the same error > messages will be added to the log and the ticket ... > [Wed Jul 10 15:33:11 2013] [error]: > : > `/opt/rt4/etc/msmtp_wrapper -oi -t -ODeliveryMode=b -OErrorMode=m -f > lfm.test at aveva.com` exited with code 64 > (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:486) You're passing sendmail only arguments (As documented in the configuration file) to msmtp http://bestpractical.com/rt/docs/latest/RT_Config.html#SendmailArguments Add in the usual caveat about using a real MTA, but googling msmtp code 64 will find you documentation on how to turn up msmtp's logging to debug so you can get a real error. I suspect that turning off sendmail brand sendmail arguments will fix it (until msmtp loses mail on you, but that's a separate problem). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From trs at bestpractical.com Thu Jul 11 13:17:43 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 11 Jul 2013 10:17:43 -0700 Subject: [rt-users] LDAPImport size limit woes In-Reply-To: References: <51DD9E21.1030101@bestpractical.com> <51DDCA0B.5080300@bestpractical.com> Message-ID: <51DEE8B7.5030700@bestpractical.com> On 07/11/2013 12:55 AM, Nathan Cutler wrote: >> You might contact the admins of the server and ask if they can enable >> the paging extension or something. It's strange that it's not >> supported; it's been around for _ages_. > > Thomas: OK, I will ask them. Is this the one: > > http://www.rfc-editor.org/rfc/rfc2696.txt > > ? Yep, that's the RFC for it. I like to use the "html" version which has slightly nicer formatting: https://tools.ietf.org/html/rfc2696 From kevin.elliott at alaska.gov Thu Jul 11 17:42:26 2013 From: kevin.elliott at alaska.gov (Elliott, Kevin C (DOR)) Date: Thu, 11 Jul 2013 21:42:26 +0000 Subject: [rt-users] Configure Role Rights Globally? Message-ID: <1BCBBD850909C148B389F50256796E350D849739@SOAJNUEXMB3.soa.alaska.gov> I have a new install of Request Tracker 4.0.7 and am working through the very granular Rights structure. I'm planning on implementing a number of queues, some of which will be managed by IT personnel in departments other than my own. I'm wondering how people configure their Role (AdminCC, Cc, Owner and Requestor) rights - specifically whether or not they configure them on a per-queue basis or globally? To me, it makes conceptual sense to configure Role rights globally because regardless of what queue someone is working in, Requestors will need ReplyToTicket and ShowTicket and so on for each Role. Is there any obvious drawback to this approach? It seems unnecessarily tedious to assign the same Rights to each Role for each Queue. I would appreciate the input from someone more experienced with Request Tracker. Thank you. --- Kevin Elliott Networking Specialist II Alaska Department of Revenue, ASD-IT (907) 465-2314 -------------- next part -------------- An HTML attachment was scrubbed... URL: From tim at marchex.com Thu Jul 11 17:49:58 2013 From: tim at marchex.com (Tim Wiley) Date: Thu, 11 Jul 2013 14:49:58 -0700 Subject: [rt-users] Configure Role Rights Globally? In-Reply-To: <1BCBBD850909C148B389F50256796E350D849739@SOAJNUEXMB3.soa.alaska.gov> References: <1BCBBD850909C148B389F50256796E350D849739@SOAJNUEXMB3.soa.alaska.gov> Message-ID: <51DF2886.8050503@marchex.com> On 07/11/2013 02:42 PM, Elliott, Kevin C (DOR) wrote: > I have a new install of Request Tracker 4.0.7 and am working through the > very granular Rights structure. I?m planning on implementing a number of > queues, some of which will be managed by IT personnel in departments > other than my own. > > I?m wondering how people configure their Role (AdminCC, Cc, Owner and > Requestor) rights ? specifically whether or not they configure them on a > per-queue basis or globally? To me, it makes conceptual sense to > configure Role rights globally because regardless of what queue someone > is working in, Requestors will need ReplyToTicket and ShowTicket and so > on for each Role. Is there any obvious drawback to this approach? It > seems unnecessarily tedious to assign the same Rights to each Role for > each Queue. > > I would appreciate the input from someone more experienced with Request > Tracker. > > Thank you. This is precisely how we do those roles. Requestor & Cc: * ReplyToTicket * ShowTicket AdminCc: * CommentOnTicket * ReplyToTicket * ShowTicket * ShowTicketComments As for owner, they'll already have rights in the queue by virtue of being a worker in it. At least in my setup they do. It seems to work pretty well for giving permissions to users that have a vested interest in a given ticket, but not having specific permissions in the queue. From dgnapier at sfu.ca Fri Jul 12 00:36:13 2013 From: dgnapier at sfu.ca (Duncan Napier) Date: Thu, 11 Jul 2013 21:36:13 -0700 (PDT) Subject: [rt-users] How to customize/redirect default Logout Page? In-Reply-To: <1420498711.497583030.1373603105805.JavaMail.root@jaguar7.sfu.ca> Message-ID: <1005650339.497591098.1373603773619.JavaMail.root@jaguar7.sfu.ca> Hi, I Run RT 4.0.8 using CAS Authentication and when an authenticated user selects the Logout item on the Settings/Logout menu, the web server forwards briefly to the share/html/NoAuth/Logout.html and then re-logs CAS Authenticated users back in. I would like to Logout.html to forward to a URL on the CAS server that causes the browser to clear the CAS login tokens/cookies, and effectively log out authenticated CAS users. I tried editing Logout.html to redirect to the CAS logout page, but changing the contents of Logout.html has no effect on the Logout page as Logout.html seems to be defined somewhere else. Is there a .po file or something for replacing the RT default with a custom or forwarded logout page? Regards, Duncan. From Chris.okelly at minecorp.com.au Fri Jul 12 01:04:43 2013 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Fri, 12 Jul 2013 15:04:43 +1000 Subject: [rt-users] How to customize/redirect default Logout Page? In-Reply-To: <1005650339.497591098.1373603773619.JavaMail.root@jaguar7.sfu.ca> References: <1420498711.497583030.1373603105805.JavaMail.root@jaguar7.sfu.ca> <1005650339.497591098.1373603773619.JavaMail.root@jaguar7.sfu.ca> Message-ID: I haven't touched CAS before, so I am grasping at straws here, but lets start by making the assumption that you edited ./share/html/NoAuth/Logout.html (I think best practises would dictate that you edit a local copy in local/html/NoAuth/Logout.html, but I do not believe it is a necessity). I would be really surprised if you were not seeing any changes after modifying that file, but I have been got by all of these before, and they seem possible: -Have you cleared your mason cache? (you'll need to rm -rf /your_rt_directory/var/mason_data/obj/*) -Have you restarted your web server? (if it's apache, sudo service apache2 restart) -Have you cleared your browser cache? These are the first places I'd look if applied changes are not being reflected. Regards Regards Chris O'Kelly Systems & Web Administrator Minecorp Australia P: 07 3723 1000 M: 0450 586 190 Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 Australia www.minecorp.com.au Sent Via a Mobile Device. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Duncan Napier Sent: Friday, 12 July 2013 2:36 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to customize/redirect default Logout Page? Hi, I Run RT 4.0.8 using CAS Authentication and when an authenticated user selects the Logout item on the Settings/Logout menu, the web server forwards briefly to the share/html/NoAuth/Logout.html and then re-logs CAS Authenticated users back in. I would like to Logout.html to forward to a URL on the CAS server that causes the browser to clear the CAS login tokens/cookies, and effectively log out authenticated CAS users. I tried editing Logout.html to redirect to the CAS logout page, but changing the contents of Logout.html has no effect on the Logout page as Logout.html seems to be defined somewhere else. Is there a .po file or something for replacing the RT default with a custom or forwarded logout page? Regards, Duncan. From kristian.davies at gmail.com Fri Jul 12 07:48:42 2013 From: kristian.davies at gmail.com (Kristian Davies) Date: Fri, 12 Jul 2013 12:48:42 +0100 Subject: [rt-users] RT session cleanup - session table size In-Reply-To: References: Message-ID: On Sun, Jul 7, 2013 at 1:21 PM, Alex Decalli wrote: > Hello everybody > I want to cleanup my session table, it is already about 1 Gigabyte! I hit: > Hmm amusingly once I saw this post I thought I would check ours... 2.2M rows = 8GB on disk :-) -Kristian -------------- next part -------------- An HTML attachment was scrubbed... URL: From pedroalb at ebi.ac.uk Fri Jul 12 11:11:48 2013 From: pedroalb at ebi.ac.uk (Pedro Albuquerque) Date: Fri, 12 Jul 2013 16:11:48 +0100 Subject: [rt-users] RT4 installation on Centos 6.4 Message-ID: <51E01CB4.5030703@ebi.ac.uk> Hi, Which redhat packages are needed to run sucessfully "make fixdeps"? Thanks, Pedro. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dgnapier at sfu.ca Fri Jul 12 12:22:10 2013 From: dgnapier at sfu.ca (Duncan Napier) Date: Fri, 12 Jul 2013 09:22:10 -0700 (PDT) Subject: [rt-users] RT4 installation on Centos 6.4 In-Reply-To: Message-ID: <1515264148.500100184.1373646130981.JavaMail.root@jaguar7.sfu.ca> Hi Pedro, I (mostly) followed the instructions here and it tells you yum install a whole whack of packages http://net.cmed.us/Home/unixlinux/centos-systems/rt and I was able to successfully build using it as a guide. Duncan. ----- Original Message ----- > ------------------------------ > > Message: 8 > Date: Fri, 12 Jul 2013 16:11:48 +0100 > From: Pedro Albuquerque > To: "rt-users at lists.bestpractical.com" > > Subject: [rt-users] RT4 installation on Centos 6.4 > Message-ID: <51E01CB4.5030703 at ebi.ac.uk> > Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" > > Hi, > > Which redhat packages are needed to run sucessfully "make fixdeps"? > > Thanks, > Pedro. > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > > ------------------------------ From kevin.elliott at alaska.gov Fri Jul 12 12:51:48 2013 From: kevin.elliott at alaska.gov (Elliott, Kevin C (DOR)) Date: Fri, 12 Jul 2013 16:51:48 +0000 Subject: [rt-users] Configure Role Rights Globally? In-Reply-To: <51DF2886.8050503@marchex.com> References: <1BCBBD850909C148B389F50256796E350D849739@SOAJNUEXMB3.soa.alaska.gov> <51DF2886.8050503@marchex.com> Message-ID: <1BCBBD850909C148B389F50256796E350D857F92@SOAJNUEXMB3.soa.alaska.gov> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Tim Wiley > Sent: Thursday, July 11, 2013 1:50 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Configure Role Rights Globally? > > On 07/11/2013 02:42 PM, Elliott, Kevin C (DOR) wrote: > > I have a new install of Request Tracker 4.0.7 and am working through > > the very granular Rights structure. I'm planning on implementing a > > number of queues, some of which will be managed by IT personnel in > > departments other than my own. > > > > I'm wondering how people configure their Role (AdminCC, Cc, Owner and > > Requestor) rights - specifically whether or not they configure them on > > a per-queue basis or globally? To me, it makes conceptual sense to > > configure Role rights globally because regardless of what queue > > someone is working in, Requestors will need ReplyToTicket and > > ShowTicket and so on for each Role. Is there any obvious drawback to > > this approach? It seems unnecessarily tedious to assign the same > > Rights to each Role for each Queue. > > > > I would appreciate the input from someone more experienced with > > Request Tracker. > > > > Thank you. > > This is precisely how we do those roles. > > Requestor & Cc: > * ReplyToTicket > * ShowTicket > > AdminCc: > * CommentOnTicket > * ReplyToTicket > * ShowTicket > * ShowTicketComments > > As for owner, they'll already have rights in the queue by virtue of being a > worker in it. At least in my setup they do. It seems to work pretty well for > giving permissions to users that have a vested interest in a given ticket, but > not having specific permissions in the queue. Excellent. That makes sense. Do you handle Rights for the builtin Systems groups (Everyone, Unprivileged, Privileged) the same way? Again, it doesn't make sense to me to configure these on a queue by queue basis. --- Kevin Elliott Networking Specialist II Alaska Department of Revenue, ASD-IT (907) 465-2314 From tim at marchex.com Fri Jul 12 15:30:43 2013 From: tim at marchex.com (Tim Wiley) Date: Fri, 12 Jul 2013 12:30:43 -0700 Subject: [rt-users] Configure Role Rights Globally? In-Reply-To: <1BCBBD850909C148B389F50256796E350D857F92@SOAJNUEXMB3.soa.alaska.gov> References: <1BCBBD850909C148B389F50256796E350D849739@SOAJNUEXMB3.soa.alaska.gov> <51DF2886.8050503@marchex.com> <1BCBBD850909C148B389F50256796E350D857F92@SOAJNUEXMB3.soa.alaska.gov> Message-ID: <51E05963.5000608@marchex.com> On 07/12/2013 09:51 AM, Elliott, Kevin C (DOR) wrote: > Excellent. That makes sense. Do you handle Rights for the builtin Systems groups (Everyone, Unprivileged, Privileged) the same way? Again, it doesn't make sense to me to configure these on a queue by queue basis. Sure, if I want to give blanket permissions to any of those groups to all of my queues, however in my setup, I don't. Most of my queues have a group or set of groups with permissions to it. There are a couple of exceptions (Help Desk, etc.) that I give Everyone permissions to, but I do that on the queue level so I don't open up the permissions on the specific queues that don't need to be public. If all of your queues are public, then I'd set them globally. It all just depends on how open you want ALL of your queues to be. From trs at bestpractical.com Fri Jul 12 19:04:00 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 12 Jul 2013 16:04:00 -0700 Subject: [rt-users] How to customize/redirect default Logout Page? In-Reply-To: References: <1420498711.497583030.1373603105805.JavaMail.root@jaguar7.sfu.ca> <1005650339.497591098.1373603773619.JavaMail.root@jaguar7.sfu.ca> Message-ID: <51E08B60.2080909@bestpractical.com> I suspect you didn't clear your Mason cache like Chris suggests. That said, you can avoid modifying Logout.html. There's a "Default" callback in NoAuth/Logout.html which you can use to modify the URL redirected to. This lets you have RT redirect to the CAS endpoint's logout URL. From phatbuckett at gmail.com Sat Jul 13 02:53:35 2013 From: phatbuckett at gmail.com (Darren Spruell) Date: Fri, 12 Jul 2013 23:53:35 -0700 Subject: [rt-users] API key support for RT REST API Message-ID: Hi, Haven't found anything in searching for references, but I was wondering if RT currently has support for user authentication in the REST API using API keys/tokens. If not, is this something that has been discussed for future support? We maintain an RT setup where we authenticate via a corporate LDAP (via ExternalAuth) and users authenticate to RT using their corp credentials. We'd like to do some utility scripting against the API and would be far more comfortable using a key/token that is useful only for the purposes of interfacing with RT. This would prevent unintentional unsafe handling of some users' credentials that might want to hardcode them in scripts/tools. Also an API key can somewhat simplify the process of interacting over sessions of multiple requests, replacing auth exchange and cookie stashing with a more stateless mechanism. -- Darren Spruell phatbuckett at gmail.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From craig at 2ndquadrant.com Mon Jul 15 02:03:06 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Mon, 15 Jul 2013 14:03:06 +0800 Subject: [rt-users] API key support for RT REST API In-Reply-To: References: Message-ID: <51E3909A.9070309@2ndquadrant.com> On 07/13/2013 02:53 PM, Darren Spruell wrote: > Hi, > > Haven't found anything in searching for references, but I was wondering > if RT currently has support for user authentication in the REST API > using API keys/tokens. If not, is this something that has been discussed > for future support? > > We maintain an RT setup where we authenticate via a corporate LDAP (via > ExternalAuth) and users authenticate to RT using their corp credentials. > We'd like to do some utility scripting against the API and would be far > more comfortable using a key/token that is useful only for the purposes > of interfacing with RT. This would prevent unintentional unsafe handling > of some users' credentials that might want to hardcode them in > scripts/tools. Also an API key can somewhat simplify the process of > interacting over sessions of multiple requests, replacing auth exchange > and cookie stashing with a more stateless mechanism. ExternalAuth falls back to RT's internal database, so you can add a user/password used only for scripting and remote control purposes to the internal user database. If you want to masquerade as a given user for automation purposes that won't work so well, though. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From girardjames at yahoo.fr Mon Jul 15 06:28:16 2013 From: girardjames at yahoo.fr (girardjames at yahoo.fr) Date: Mon, 15 Jul 2013 03:28:16 -0700 (PDT) Subject: [rt-users] RT4 - preserve formatting when fetching email Message-ID: <1373884042.95160.YahooMailNeo@web28702.mail.ir2.yahoo.com> Hello, I'm a beginner with RT, and I would like to know if this software allows to preserve formatting when fetching email. Cause when I attempting to fetch emails via POP3 from a mailbox, all generated tickets into RTloose their original format. Do you know a way to keep it safe? My applicative version is : rt-4.0.5 Thanks in advance, Regards, James G. -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT4-preserve-formatting-when-fetching-email-tp54639.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexdecalli71 at gmail.com Mon Jul 15 07:37:44 2013 From: alexdecalli71 at gmail.com (Alex Decalli) Date: Mon, 15 Jul 2013 13:37:44 +0200 Subject: [rt-users] RT session cleanup - session table size In-Reply-To: References: Message-ID: BIG NEWS:: solution discovered: I first hit this: sudo rt-clean-sessions --debug --older 1M and then: Mysql> OPTIMIZE TABLE sessions; Now my session table is 1K :] On Fri, Jul 12, 2013 at 1:48 PM, Kristian Davies wrote: > On Sun, Jul 7, 2013 at 1:21 PM, Alex Decalli wrote: > >> Hello everybody >> I want to cleanup my session table, it is already about 1 Gigabyte! I hit: >> > > Hmm amusingly once I saw this post I thought I would check ours... 2.2M > rows = 8GB on disk :-) > > -Kristian > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kristian.davies at gmail.com Mon Jul 15 09:22:56 2013 From: kristian.davies at gmail.com (Kristian Davies) Date: Mon, 15 Jul 2013 14:22:56 +0100 Subject: [rt-users] RT session cleanup - session table size In-Reply-To: References: Message-ID: On Mon, Jul 15, 2013 at 12:37 PM, Alex Decalli wrote: > BIG NEWS:: solution discovered: > > I first hit this: > > > sudo rt-clean-sessions --debug --older 1M > > and then: > > Mysql> OPTIMIZE TABLE sessions; > > Now my session table is 1K :] > > That's what I did too but I had to re-run the rt-clean-sessions script multiple times as it kept crashing due to running out of memory multiple times. -Kristian -------------- next part -------------- An HTML attachment was scrubbed... URL: From dgnapier at sfu.ca Mon Jul 15 12:11:26 2013 From: dgnapier at sfu.ca (Duncan Napier) Date: Mon, 15 Jul 2013 09:11:26 -0700 (PDT) Subject: [rt-users] How to customize/redirect default Logout In-Reply-To: Message-ID: <851449098.521984658.1373904686352.JavaMail.root@jaguar7.sfu.ca> Yes ... it was fine once I cleared the Mason cache. Thanks. And as someone else pointed out, a callback inside of Logout.html could be used to redirect, instead of rewriting the Logout.html file. Duncan. > Date: Fri, 12 Jul 2013 15:04:43 +1000 > From: Chris O'Kelly > To: "rt-users at lists.bestpractical.com" > > Subject: Re: [rt-users] How to customize/redirect default Logout > Page? > Message-ID: > > Content-Type: text/plain; charset="utf-8" > > I haven't touched CAS before, so I am grasping at straws here, but > lets start by making the assumption that you edited > ./share/html/NoAuth/Logout.html (I think best practises would > dictate that you edit a local copy in local/html/NoAuth/Logout.html, > but I do not believe it is a necessity). I would be really surprised > if you were not seeing any changes after modifying that file, but I > have been got by all of these before, and they seem possible: > > -Have you cleared your mason cache? (you'll need to rm -rf > /your_rt_directory/var/mason_data/obj/*) > -Have you restarted your web server? (if it's apache, sudo service > apache2 restart) > -Have you cleared your browser cache? > > These are the first places I'd look if applied changes are not being > reflected. > > Regards > > > > Regards > > Chris O'Kelly From frontcam at me.com Mon Jul 15 14:45:44 2013 From: frontcam at me.com (window camera) Date: Mon, 15 Jul 2013 18:45:44 +0000 (GMT) Subject: [rt-users] Help with Apache2 CENTOS httpd.conf SSL setup Message-ID: <85db5d26-807c-42c1-80ca-8b0837c17c03@me.com> Hello All! Was wondering if you have some expert experience setting up Apache2 (CentOS) with SSL to be usesd with Request Tracker 4. Been working on it a few days, but so far, no luck. I'm new to Apache. My RT installation is located here on the server CentOS 6.4: ?/MYRT/share/html When I try to go to the SSL URL: https://mytrack.helpme.org , it comes back with "page not found."? Can you see anything wrong with my Httpd.conf configuration for SSL (and port 80 doesn't work either!)?? Here's a copy of my httpd.conf file: # ServerTokens OS ServerRoot "/etc/httpd" PidFile run/httpd.pid Timeout 60 KeepAlive Off MaxKeepAliveRequests 100 KeepAliveTimeout 15 StartServers ? ? ? 8 MinSpareServers ? ?5 MaxSpareServers ? 20 ServerLimit ? ? ?256 MaxClients ? ? ? 256 MaxRequestsPerChild ?4000 StartServers ? ? ? ? 4 MaxClients ? ? ? ? 300 MinSpareThreads ? ? 25 MaxSpareThreads ? ? 75? ThreadsPerChild ? ? 25 MaxRequestsPerChild ?0 Listen 172.16.22.77:80 Listen 172.16.22.77:443 LoadModule ssl_module modules/mod_ssl.so LoadModule auth_basic_module modules/mod_auth_basic.so LoadModule auth_digest_module modules/mod_auth_digest.so LoadModule authn_file_module modules/mod_authn_file.so LoadModule authn_alias_module modules/mod_authn_alias.so LoadModule authn_anon_module modules/mod_authn_anon.so LoadModule authn_dbm_module modules/mod_authn_dbm.so LoadModule authn_default_module modules/mod_authn_default.so LoadModule authz_host_module modules/mod_authz_host.so LoadModule authz_user_module modules/mod_authz_user.so LoadModule authz_owner_module modules/mod_authz_owner.so LoadModule authz_groupfile_module modules/mod_authz_groupfile.so LoadModule authz_dbm_module modules/mod_authz_dbm.so LoadModule authz_default_module modules/mod_authz_default.so LoadModule ldap_module modules/mod_ldap.so LoadModule authnz_ldap_module modules/mod_authnz_ldap.so LoadModule include_module modules/mod_include.so LoadModule log_config_module modules/mod_log_config.so LoadModule logio_module modules/mod_logio.so LoadModule env_module modules/mod_env.so LoadModule ext_filter_module modules/mod_ext_filter.so LoadModule mime_magic_module modules/mod_mime_magic.so LoadModule expires_module modules/mod_expires.so LoadModule deflate_module modules/mod_deflate.so LoadModule headers_module modules/mod_headers.so LoadModule usertrack_module modules/mod_usertrack.so LoadModule setenvif_module modules/mod_setenvif.so LoadModule mime_module modules/mod_mime.so LoadModule dav_module modules/mod_dav.so LoadModule status_module modules/mod_status.so LoadModule autoindex_module modules/mod_autoindex.so LoadModule info_module modules/mod_info.so LoadModule dav_fs_module modules/mod_dav_fs.so LoadModule vhost_alias_module modules/mod_vhost_alias.so LoadModule negotiation_module modules/mod_negotiation.so LoadModule dir_module modules/mod_dir.so LoadModule actions_module modules/mod_actions.so LoadModule speling_module modules/mod_speling.so LoadModule userdir_module modules/mod_userdir.so LoadModule alias_module modules/mod_alias.so LoadModule substitute_module modules/mod_substitute.so LoadModule rewrite_module modules/mod_rewrite.so LoadModule proxy_module modules/mod_proxy.so LoadModule proxy_balancer_module modules/mod_proxy_balancer.so LoadModule proxy_ftp_module modules/mod_proxy_ftp.so LoadModule proxy_http_module modules/mod_proxy_http.so LoadModule proxy_ajp_module modules/mod_proxy_ajp.so LoadModule proxy_connect_module modules/mod_proxy_connect.so LoadModule cache_module modules/mod_cache.so LoadModule suexec_module modules/mod_suexec.so LoadModule disk_cache_module modules/mod_disk_cache.so LoadModule cgi_module modules/mod_cgi.so LoadModule version_module modules/mod_version.so #Include conf.d/*.conf #ExtendedStatus On User apache Group apache ServerAdmin root at localhost UseCanonicalName Off ? ? UserDir disabled ? ? #UserDir public_html DirectoryIndex index.html index.html.var AccessFileName .htaccess ? ? Order allow,deny ? ? Deny from all ? ? Satisfy All TypesConfig /etc/mime.types DefaultType text/plain # ? MIMEMagicFile /usr/share/magic.mime ? ? MIMEMagicFile conf/magic HostnameLookups Off #EnableMMAP off #EnableSendfile off ErrorLog logs/error_log LogLevel warn LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\"" combined LogFormat "%h %l %u %t \"%r\" %>s %b" common LogFormat "%{Referer}i -> %U" referer LogFormat "%{User-agent}i" agent CustomLog logs/access_log combined ServerSignature On Alias /icons/ "/var/www/icons/" ? ? Options Indexes MultiViews FollowSymLinks ? ? AllowOverride None ? ? Order allow,deny ? ? Allow from all ? ? # Location of the WebDAV lock MYRTbase. ? ? DAVLockDB /var/lib/dav/lockdb ScriptAlias /cgi-bin/ "/var/www/cgi-bin/" ? ? AllowOverride None ? ? Options None ? ? Order allow,deny ? ? Allow from all IndexOptions FancyIndexing VersionSort NameWidth=* HTMLTable Charset=UTF-8 AddIconByEncoding (CMP,/icons/compressed.gif) x-compress x-gzip AddIconByType (TXT,/icons/text.gif) text/* AddIconByType (IMG,/icons/image2.gif) image/* AddIconByType (SND,/icons/sound2.gif) audio/* AddIconByType (VID,/icons/movie.gif) video/* AddIcon /icons/binary.gif .bin .exe AddIcon /icons/binhex.gif .hqx AddIcon /icons/tar.gif .tar AddIcon /icons/world2.gif .wrl .wrl.gz .vrml .vrm .iv AddIcon /icons/compressed.gif .Z .z .tgz .gz .zip AddIcon /icons/a.gif .ps .ai .eps AddIcon /icons/layout.gif .html .shtml .htm .pdf AddIcon /icons/text.gif .txt AddIcon /icons/c.gif .c AddIcon /icons/p.gif .pl .py AddIcon /icons/f.gif .for AddIcon /icons/dvi.gif .dvi AddIcon /icons/uuencoded.gif .uu AddIcon /icons/script.gif .conf .sh .shar .csh .ksh .tcl AddIcon /icons/tex.gif .tex AddIcon /icons/bomb.gif core AddIcon /icons/back.gif .. AddIcon /icons/hand.right.gif README AddIcon /icons/folder.gif ^^DIRECTORY^^ AddIcon /icons/blank.gif ^^BLANKICON^^ DefaultIcon /icons/unknown.gif ReadmeName README.html HeaderName HEADER.html IndexIgnore .??* *~ *# HEADER* README* RCS CVS *,v *,t AddLanguage ca .ca AddLanguage cs .cz .cs AddLanguage da .dk AddLanguage de .de AddLanguage el .el AddLanguage en .en AddLanguage eo .eo AddLanguage es .es AddLanguage et .et AddLanguage fr .fr AddLanguage he .he AddLanguage hr .hr AddLanguage it .it AddLanguage ja .ja AddLanguage ko .ko AddLanguage ltz .ltz AddLanguage nl .nl AddLanguage nn .nn AddLanguage no .no AddLanguage pl .po AddLanguage pt .pt AddLanguage pt-BR .pt-br AddLanguage ru .ru AddLanguage sv .sv AddLanguage zh-CN .zh-cn AddLanguage zh-TW .zh-tw LanguagePriority en ca cs da de el eo es et fr he hr it ja ko ltz nl nn no pl pt pt-BR ru sv zh-CN zh-TW ForceLanguagePriority Prefer Fallback AddDefaultCharset UTF-8 AddType application/x-compress .Z AddType application/x-gzip .gz .tgz AddType application/x-x509-ca-cert .crt AddType application/x-pkcs7-crl ? ?.crl AddHandler type-map var AddType text/html .shtml AddOutputFilter INCLUDES .shtml Alias /error/ "/var/www/error/" ? ? ? ? ? ? AllowOverride None ? ? ? ? Options IncludesNoExec ? ? ? ? AddOutputFilter Includes html ? ? ? ? AddHandler type-map var ? ? ? ? Order allow,deny ? ? ? ? Allow from all ? ? ? ? LanguagePriority en es de fr ? ? ? ? ForceLanguagePriority Prefer Fallback ? ? BrowserMatch "Mozilla/2" nokeepalive BrowserMatch "MSIE 4\.0b2;" nokeepalive downgrade-1.0 force-response-1.0 BrowserMatch "RealPlayer 4\.0" force-response-1.0 BrowserMatch "Java/1\.0" force-response-1.0 BrowserMatch "JDK/1\.0" force-response-1.0 BrowserMatch "Microsoft MYRT Access Internet Publishing Provider" redirect-carefully BrowserMatch "MS FrontPage" redirect-carefully BrowserMatch "^WebDrive" redirect-carefully BrowserMatch "^WebDAVFS/1.[0123]" redirect-carefully BrowserMatch "^gnome-vfs/1.0" redirect-carefully BrowserMatch "^XML Spy" redirect-carefully BrowserMatch "^Dreamweaver-WebDAV-SCM1" redirect-carefully DocumentRoot "/MYRT/share/html" ServerName mytrack.helpme.org Redirect permanent / https://mytrack.helpme.org Order allow,deny Allow from all ? AddHandler fastcgi-script fcgi ScriptAlias / /MYRT/sbin/rt-server.fcgi/ AddDefaultCharset UTF-8? #Alias /NoAuth/images /MYRT/share/html/NoAuth/images/ ServerName mytrack.helpme.org DocumentRoot "/MYRT/share/html" ErrorLog logs/ssl-error_log TransferLog logs/ssl-access_log SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW SSLProtocol all -SSLv2 SSLCertificateFile /etc/pki/tls/mytrack/converted_certs/mytrack_converted.cer SSLCertificateKeyFile /etc/pki/tls/mytrack/orgme.key? SSLCertificateChainFile /etc/pki/tls/mytrack/converted_certs/mytrack_converted.cer Any ideas from you all, is greatly appreciated!! Thank you Rick T. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sszretter at hotmail.com Tue Jul 16 08:07:17 2013 From: sszretter at hotmail.com (SSzretter) Date: Tue, 16 Jul 2013 08:07:17 -0400 Subject: [rt-users] asset tracker config Message-ID: Is there any documentation for Asset Tracker? I managed to get it installed (via apt-get and added to my siteconfig plugins 'set'). It shows up now, but the end users do not see any asset types in the drop down for 'create asset'. I am guessing it's a rights/permissions issue, but I added some rights to the type for the user groups (see type and a few others), and still nothing in the drop down. Are there any docs, or can someone explain what I need to do to make the types appear for people? Thanks! From omf3 at njit.edu Tue Jul 16 10:22:59 2013 From: omf3 at njit.edu (ofadl) Date: Tue, 16 Jul 2013 07:22:59 -0700 (PDT) Subject: [rt-users] Upgrade help Message-ID: <1373984579263-54646.post@n7.nabble.com> Hello everyone, I have two versions of RT set up, one is 3.0, which is the old version and in current use. The other is the newer version, 4.0, which id like to start using. I would like to do an upgrade on the old server where RT 3 is before I can move the data to the new server. The upgrade process modifies the database so it?s compatible with the new version. Any help is greatly appreciated. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Upgrade-help-tp54646.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From misilot at fit.edu Tue Jul 16 11:12:39 2013 From: misilot at fit.edu (Thomas Misilo) Date: Tue, 16 Jul 2013 15:12:39 +0000 Subject: [rt-users] Is there a way to pretty much curl a webpage in a scrip? Message-ID: <62CE05ACA8D0F145A68573455B2F6BF65F145E4E@EX10-BE1.fit.edu> Hi, I was wondering if there is an easy way to "curl" a file in a scrip? As I would like to use this to generate a ticket. So pretty much http://site/createtoken.php?tokenid={TicketID} Thanks, Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Tue Jul 16 05:37:36 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Tue, 16 Jul 2013 10:37:36 +0100 (BST) Subject: [rt-users] RES: RES: RES: RES: RES: Generate end of the day report and email In-Reply-To: <1373966013.49155.YahooMailNeo@web172602.mail.ir2.yahoo.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369222681.44539.YahooMailNeo@web172605.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A639E5@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369652315.12374.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A67BCA@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369715618.19716.YahooMailNeo@web172603.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A68C5B@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369893693.89170.YahooMailNeo@web172604.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A6D35F@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1370321152.13738.YahooMailNeo@web172603.mail.ir2.yahoo.com> <1373966013.49155.YahooMailNeo@web172602.mail.ir2.yahoo.com> Message-ID: <1373967456.10019.YahooMailNeo@web172606.mail.ir2.yahoo.com> Hi Diaulas, thanks you for your help, it works :) there was some control charactors in the file, I guess when I copy the script from my machine to linex Thank you for the help Best Of regards ________________________________ From: Asanka Gunasekera To: Asanka Gunasekera ; Diaulas Castro Sent: Tuesday, 16 July 2013, 14:43 Subject: Re: RES: RES: RES: RES: [rt-users] RES: Generate end of the day report and email Hi, Diaulas found what was wrong. the rt process owner was a user called apache, after su to apache and was able to login to RT CLI. But when I ran your script I am getting am empty mail. Thanks and best regards ________________________________ From: Asanka Gunasekera To: Diaulas Castro Sent: Tuesday, 4 June 2013, 10:15 Subject: Re: RES: RES: RES: RES: [rt-users] RES: Generate end of the day report and email Hi Diaulas tanks you for the reply but I tryed below [root at iilrt bin]# export RTSERVER=http://192.168.11.39 [root at iilrt bin]# [root at iilrt bin]# [root at iilrt bin]# ./rt ls Query:Status!='resolved' and Status!='rejected' ? ?Strong encryption not available, switched off by externalauth=0 ? ?Password will be sent to 192.168.11.39 unencrypted ? ?Press CTRL-C now if you do not want to continue Password: rt: Server error: Forbidden (403) [root at iilrt bin]# export RTSERVER=192.168.11.39 [root at iilrt bin]# [root at iilrt bin]# [root at iilrt bin]# ./rt ls Query:Status!='resolved' and Status!='rejected' ? ?Strong encryption not available, switched off by externalauth=0 ? ?Password will be sent to 192.168.11.39 unencrypted ? ?Press CTRL-C now if you do not want to continue Password: rt: Server error: URL must be absolute (400) I simply cnat get connected to RT Best Regards ________________________________ From: Diaulas Castro To: Asanka Gunasekera Sent: Friday, 31 May 2013, 17:09 Subject: RES: RES: RES: RES: [rt-users] RES: Generate end of the day report and email Try to use 192.168.11.39 as RTSERVER variable. ? ? Diaulas Castro Consultor Linux / Microsoft InterSolution Inform?tica Tel.: ( 55 11 ) 3443-1472 www.intersolution.inf.br Oracle Certified Partner ? De:Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: quinta-feira, 30 de maio de 2013 03:02 Para: Diaulas Castro Assunto: Re: RES: RES: RES: [rt-users] RES: Generate end of the day report and email ? Hi Diaulas, thank you for the reply attached is my config file ? Best Regards ? Asanka ? From:Diaulas Castro To: Asanka Gunasekera ; "rt-users at lists.bestpractical.com" Sent: Tuesday, 28 May 2013, 17:07 Subject: RES: RES: RES: [rt-users] RES: Generate end of the day report and email ? Send your RT_SiteConfig.pm ? ? De:Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: ter?a-feira, 28 de maio de 2013 01:34 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: RES: RES: [rt-users] RES: Generate end of the day report and email ? Hi Diaulas, I have read this document, below is my configuration ? ? ? ServerAdmin webmaster at dummy-host.example.com ? ? ServerName rt.mydomain.com ? ? ErrorLog "logs/virtual_host_80_for-mail_error.log" ? ? CustomLog "logs/virtual_host_80_for-mail.log" common ? ? ? ? ? AddDefaultCharset UTF-8 ? ? ? ? ? DocumentRoot "/usr/local/rt-ora/share/html" ? ? ? ? ? ? ? ? ? ? Order allow,deny ? ? ? ? ? ? Allow from all ? ? ? ? ? ? ? SetHandler perl-script ? ? ? ? ? ? PerlResponseHandler Plack::Handler::Apache2 ? ? ? ? ? ? PerlSetVar psgi_app /usr/local/rt-ora/sbin/rt-server ? ? ? ? ? ? ? ? ? ? ? ? ? ? use Plack::Handler::Apache2; ? ? ? ? ? ? Plack::Handler::Apache2->preload("/usr/local/rt-ora/sbin/rt-server"); ? ? ? ? ? ? And I used below parameers ? RTUSER=root RTPASSWORD=112211 RTSERVER=http://localhost ? Please tell me what I am doing wrong ? Thanks and Best Regards Asanka ? ________________________________ From:Diaulas Castro To: Asanka Gunasekera ; "rt-users at lists.bestpractical.com" Sent: Monday, 27 May 2013, 17:20 Subject: RES: RES: [rt-users] RES: Generate end of the day report and email ? Hello Asanka, ? From http://requesttracker.wikia.com/wiki/CLI? ? export RTUSER=your.rtusername export RTPASSWD=your rt password export RTSERVER=your.rt3.installation ? Try with /rt after domain or anything you have configured on Apache. ? RTSERVER=http://localhost/rt ? ? ? De:Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: segunda-feira, 27 de maio de 2013 07:59 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: RES: [rt-users] RES: Generate end of the day report and email ? Hi Diaulas, thank you for the reply but the thing is I am unable to log in to the RT when I do below ? export RTSERVER=http://localhost ? and do? ? rt ls? ? it prompt me for a password once I enter the password and hit enter I get below error ? Query:Status!='resolved' and Status!='rejected' ? ?Strong encryption not available, switched off by externalauth=0 ? ?Password will be sent to localhost unencrypted ? ?Press CTRL-C now if you do not want to continue Password: rt: Server error: Forbidden (403) ? As the URL I tried http://x.x.x.xas well but with the same error ? Thanks and Regards ________________________________ From:Diaulas Castro To: Asanka Gunasekera ; "rt-users at lists.bestpractical.com" Sent: Wednesday, 22 May 2013, 17:20 Subject: RES: [rt-users] RES: Generate end of the day report and email ? Sorry, didnt understand your message, but from your log I think you don?t have RTSERVER variable, ? Try to add on top of script: export RTSERVER=your.rt.installation ? ? if you got error try to execute a simple /usr/bin/rt ls TICKET_NUMBER ? That script relies on output of RT CLI command. ? ? De:Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: quarta-feira, 22 de maio de 2013 08:38 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RES: Generate end of the day report and email ? Hi Diaulas, can you tell me the user name that the rt command is looking for since I put root (of rt) and tried some and other rt account as well, but I am getting below error ? Query:Status!='resolved' and Status!='rejected' rt: Server error: Forbidden (403) ? Thank you and Best Regards ? ________________________________ From:Diaulas Castro To: "rt-users at lists.bestpractical.com" Sent: Friday, 10 May 2013, 21:42 Subject: [rt-users] RES: Generate end of the day report and email ? Made this bash script to accomplish using RT CLI. ? Just customize ?From:?,? To:? and ?Status? search in rt ls command and schedule on crontab. ? This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) ? ? If you want to color the rows use this before sendmail command: ? ? sed -i -e '/Nobody/s/D2EAF1/CCCCCC/g'????????? $MAIL ? sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g'?? $MAIL ????This will change all tickets by nobody to gray and Diaulas.castro to light blue ? ? PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( ? ? ? #################################### export RTORDERBY=owner ? MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo "From: MY_TICKET at MY_DOMAIN.COM "??????????????? > $MAIL echo "To: DIRECTORS at MYDOMAIN.COM"???? >> $MAIL echo "MIME-Version: 1.0"??????????????????????????????? >> $MAIL echo 'Content-type: text/html; charset=iso-8859-1'????? >> $MAIL echo " boundary=`date +%s`/rt.MY.DOMAIN.COM"???? >> $MAIL echo "Subject: All open Tickets:$(date +%d/%m/%y)"?????? >> $MAIL echo ""???????????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo ""????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo "" >> $MAIL echo "">>??????????????????????????????????????? $MAIL ? /usr/bin/rt ls "Status != resolved AND Status != report AND Status != plantao AND Status != stalled" -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 > /tmp/rel.tmp while read line ; do ? echo? "/g" ? done < /tmp/rel.tmp >> $MAIL ? echo "
$line
">> $MAIL echo ""????????????????????????????????????????? >> $MAIL echo ""????????????????????????????????????????? >> $MAIL ? /usr/sbin/sendmail -t < $MAIL ? ? ? De:rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email ? Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) ? I am using RT4 and oracle database on redhat ? Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 4503 bytes Desc: image001.png URL: From craig at 2ndquadrant.com Tue Jul 16 23:48:28 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Wed, 17 Jul 2013 11:48:28 +0800 Subject: [rt-users] What do "first", "last" and "all" mean in --transaction on rt-crontool? Message-ID: <51E6140C.8000909@2ndquadrant.com> I've taken a look at the RT Book, the rt-crontool docs http://bestpractical.com/docs/rt/latest/rt-crontool.html and the Wikia article http://requesttracker.wikia.com/wiki/UseRtCrontool and haven't been able to find an explanation of what exactly the transaction options mean and control. They're not related to database-level transactions since RT doesn't make use of them. I did some reading of the code and I'd like to confirm that my understanding of what I see is accurate. It looks like --transaction picks an *existing* transaction to set as the context of the cronjob. 'first' for the tx that created the ticket, 'last' for the most recent ticket, or 'all' to select all transactions on the ticket. process(...) is called on each transaction found. It tests the condition against the transaction and bails out if the condition doesn't match. Otherwise, prepare the action with the specified argument and if prepare succeeds, commit it. So basically, rt-crontool --transaction all will apply the action to *every* tx on the scrip if the condition matches the tx; 'last' on the most recent tx and 'first' on the first tx on the ticket. It's not the first/last tx that matches the condition; the transaction is picked and THEN the condition is applied to decide whether an action should be taken. It looks like all this is designed to have rt-crontool "piggy-back" on existing transactions, which makes sense in that you don't want to create a new transaction for each run, especially when you might not do anything. It's a bit confusing when you're doing things that don't really care about a particular transaction though. --transaction-type looks like it refers to the Transaction.Type field, with values like: DelWatcher SystemError Create AddLink DeleteLink Enabled Comment ResolveReminder Forward Transaction Set Status AddWatcher CustomField Disabled CommentEmailRecord Correspond EmailRecord AddReminder so you could write: --transaction last --transaction-type Comment to find the most recent Comment on each ticket and, if one exists, apply the Action to that transaction. I'm a little puzzled by the way crontool doesn't seem to have the ability to create a *new* transaction for matching tickets. I guess the action code is supposed to do that if a new transaction is required, eg when adding a Comment to a ticket. Some actions and conditions don't require a transaction context, and for those no --transaction should be specified; there's an implicit "--transaction none" where "undef" is passed as the transaction to act on in process(...) . This can result in unexpected effects, like sending mail in the name of the person who last did something on the ticket, so it's best to avoid specifying a transaction unless you know you need one and one makes sense in that context. For example, if you invoke RT::Action::SendEmail, it'll use the transaction in GetFriendlyName to get the creator of the current transaction and from it, the friendlyname. Same with SetReturnAddress. It might be worth elaborating on this a little more in the documentation and/or book. Feel free to use any of the above. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From trs at bestpractical.com Wed Jul 17 01:48:35 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 16 Jul 2013 22:48:35 -0700 Subject: [rt-users] What do "first", "last" and "all" mean in --transaction on rt-crontool? In-Reply-To: <51E6140C.8000909@2ndquadrant.com> References: <51E6140C.8000909@2ndquadrant.com> Message-ID: <51E63033.9040800@bestpractical.com> On 07/16/2013 08:48 PM, Craig Ringer wrote: > They're not related to database-level transactions since RT doesn't make > use of them. This is wrong. RT _does_ make use of DB transactions. grep for BeginTransaction and/or Rollback. > It looks like --transaction picks an *existing* transaction to set as > the context of the cronjob. 'first' for the tx that created the ticket, > 'last' for the most recent ticket, or 'all' to select all transactions > on the ticket. > > [snip lots more] Yes, that all sounds about right without verifying myself. > I'm a little puzzled by the way crontool doesn't seem to have the > ability to create a *new* transaction for matching tickets. I guess the > action code is supposed to do that if a new transaction is required, eg > when adding a Comment to a ticket. rt-crontool can create new transactions by using the normal RT actions, just as you describe. I'm not sure why it seems odd to you. crontool is fundamentally a way to run scrip conditions/actions over a batch of tickets/transactions on a time-based trigger rather than solely event-based. > Some actions and conditions don't require a transaction context, and for > those no --transaction should be specified; there's an implicit > "--transaction none" where "undef" is passed as the transaction to act > on in process(...) . > > This can result in unexpected effects, like sending mail in the name of > the person who last did something on the ticket, so it's best to avoid > specifying a transaction unless you know you need one and one makes > sense in that context. > > For example, if you invoke RT::Action::SendEmail, it'll use the > transaction in GetFriendlyName to get the creator of the current > transaction and from it, the friendlyname. Same with SetReturnAddress. FWIW, the Notify* subclasses are generally much more useful than the SendEmail action directly. > It might be worth elaborating on this a little more in the documentation > and/or book. Feel free to use any of the above. As is, the above isn't really suitable for pasting into the usage doc for rt-crontool. A doc patch based on the above that fits with the rest of the doc would be appreciated, though. Thomas From torsten.brumm at Kuehne-Nagel.com Wed Jul 17 02:21:12 2013 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID) Date: Wed, 17 Jul 2013 06:21:12 +0000 Subject: [rt-users] asset tracker config In-Reply-To: References: Message-ID: <524815224EA2F649982D6A7BCD53BDFE21633F86@DCEEXMBX04.ger.win.int.kn> Asset Types are mainly the same like Queues inside RT, you can/must give propper Rights also to Asset Types that users can work. Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von SSzretter Gesendet: Dienstag, 16. Juli 2013 14:07 An: rt-users at lists.bestpractical.com Betreff: [rt-users] asset tracker config Is there any documentation for Asset Tracker? I managed to get it installed (via apt-get and added to my siteconfig plugins 'set'). It shows up now, but the end users do not see any asset types in the drop down for 'create asset'. I am guessing it's a rights/permissions issue, but I added some rights to the type for the user groups (see type and a few others), and still nothing in the drop down. Are there any docs, or can someone explain what I need to do to make the types appear for people? Thanks! K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Holger Ketz (Stellv.), Jan-Hendrik K?stergarten (Stellv.), Bruno Mang, Christian Marnett?, Jens Wollesen, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Karl Gernandt Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichen den Haftungsbeschr?nkungen von Ziffer 23 und 24 ADSp. Den vollst?ndigen Text der ADSp ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kn-portal.com einsehen. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler ?bereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgef?hrten F?llen des nautischen Verschuldens oder Feuer an Bord nur f?r eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haften. From scott.dalzell at aveva.com Wed Jul 17 04:21:42 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Wed, 17 Jul 2013 01:21:42 -0700 (PDT) Subject: [rt-users] RT4 - Email Errors generated even when sent 'successfully' In-Reply-To: <20130711163810.GD1705@jibsheet.com> References: <1373471866533-54612.post@n7.nabble.com> <20130711163810.GD1705@jibsheet.com> Message-ID: <1374049302508-54652.post@n7.nabble.com> i have now resolved my issue i have been running some tests on the msmtp_Wrapper file and found that the error disapeared if i reduced the file down to one email address (see below) #------------------------------------------------------------ *msmtp_Wrapper - stripped down to 1 email address* #!/bin/bash USER=user1 at company.com export USER /usr/sbin/msmtp.exe --from=user1 at company.com -t -C /opt/rt4/etc/msmtp_wrapper.conf #------------------------------------------------------------ Looking into the file abit further i found i was missing a line at the end of the file (see below) #------------------------------------------------------------ *msmtp_Wrapper - Fixed* #!/bin/bash USER=user1 at company.com export USER /usr/sbin/msmtp.exe --from=user1 at company.com -t -C /opt/rt4/etc/msmtp_wrapper.conf USER=user2 at company.com export USER /usr/sbin/msmtp.exe --from=user2 at company.com -t -C /opt/rt4/etc/msmtp_wrapper.conf /usr/bin/logger -t RTmailer -p syslog.info -- CALL /usr/bin/msmtp -nt "$@" RETURNED $? #------------------------------------------------------------ Once the below line was added to the file i no longer got the error messages in RT4 or within the error.log " /usr/bin/logger -t RTmailer -p syslog.info -- CALL /usr/bin/msmtp -nt "$@" RETURNED $? " Thanks for all the help Kevin -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT4-Email-Errors-generated-even-when-sent-successfully-tp54612p54652.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jbrandt at bestpractical.com Wed Jul 17 10:54:10 2013 From: jbrandt at bestpractical.com (Jim Brandt) Date: Wed, 17 Jul 2013 10:54:10 -0400 Subject: [rt-users] What do "first", "last" and "all" mean in --transaction on rt-crontool? In-Reply-To: <51E6140C.8000909@2ndquadrant.com> References: <51E6140C.8000909@2ndquadrant.com> Message-ID: <51E6B012.9010205@bestpractical.com> > > It might be worth elaborating on this a little more in the documentation > and/or book. Feel free to use any of the above. > We have a draft that touches on the transactions at the end: https://github.com/bestpractical/rt/blob/4.0/add-rt-crontool-docs/docs/automating_rt.pod It's not exhaustive, but does cover the basics. From mnagel at willingminds.com Wed Jul 17 15:10:05 2013 From: mnagel at willingminds.com (Mark D. Nagel) Date: Wed, 17 Jul 2013 12:10:05 -0700 Subject: [rt-users] SLA extension with prior Scrip setting SLA CF Message-ID: <51E6EC0D.7040908@willingminds.com> We ran into a problem that I think may be solvable with use of TransactionBatch, but may require changes to the SLA extension. Or perhaps not. Thus this question, which is.... We are using the ExtractCustomFieldValues extension to indicate to RT the initial setting of some fields, including the SLA field, depending on various factors examined in our procmail pre-filter. What we found was that the field was set, then the SLA scrip resets it to the default queue value. It seems that this is because all the conditions run first telling the SLA scrip to set the default value, which it does even though the value had been set previously. So.... what would be the recommended solution here to make sure this doesn't happen? I could move the ExtractCFValues Scrip to the bottom, which seems like it would work, but it would be nice if the SLA Scrip realized it doesn't actually need to set the CF once it was set. If we change both to TransactionBatch, this could work, but I assume this would still require some changes to the SLA condition logic. Thanks, Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC (http://www.willingminds.com) cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277 ** For faster support response time, please ** email support at willingminds.com or call 714-495-4000 From trs at bestpractical.com Wed Jul 17 15:21:46 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 17 Jul 2013 12:21:46 -0700 Subject: [rt-users] SLA extension with prior Scrip setting SLA CF In-Reply-To: <51E6EC0D.7040908@willingminds.com> References: <51E6EC0D.7040908@willingminds.com> Message-ID: <51E6EECA.8080307@bestpractical.com> On 07/17/2013 12:10 PM, Mark D. Nagel wrote: > We ran into a problem that I think may be solvable with use of TransactionBatch, but may > require changes to the SLA extension. Or perhaps not. Thus this question, which is.... > > We are using the ExtractCustomFieldValues extension to indicate to RT the initial setting > of some fields, including the SLA field, depending on various factors examined in our > procmail pre-filter. What we found was that the field was set, then the SLA scrip resets > it to the default queue value. It seems that this is because all the conditions run first > telling the SLA scrip to set the default value, which it does even though the value had > been set previously. > > So.... what would be the recommended solution here to make sure this doesn't happen? I > could move the ExtractCFValues Scrip to the bottom, which seems like it would work, but it > would be nice if the SLA Scrip realized it doesn't actually need to set the CF once it was > set. If we change both to TransactionBatch, this could work, but I assume this would > still require some changes to the SLA condition logic. Changing both to the transaction batch stage will have the same problem. You need to put them in different stages, so move the SLA scrip which assigns the queue default to the TransactionBatch stage. I don't think it should negatively affect anything else. From scott.dalzell at aveva.com Thu Jul 18 07:15:10 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Thu, 18 Jul 2013 04:15:10 -0700 (PDT) Subject: [rt-users] How to update CF via scripted mySQL commands Message-ID: <1374146110594-54656.post@n7.nabble.com> Hey guys What i am trying to do is link 1 ticket CF (Bug_No) to another Ticket CF (Ticket_No) by writing a script that will update the CF (Ticket_No) via the mysql database when the CF (Bug_No) is updated The reason i need it done in this manor is becasue this is a trial before doing the same thing but between our RT and bugzilla systems where i will have to update the CF(Ticket_No) in bugzilla via its mysql database on a different server. i already know how to do the custom donditions and manual update the mysql databases for the action but how do i turn something like the following into a script for mysql where objectid=16552 - test ticket used in example customfield=12 - CF(Bug_No) customfield=13 - CF(Ticket_No) ------------------------------------------------------------------- manual mysql commands ------------------------------------------------------------------- CREATE TEMPORARY TABLE temp_tbl SELECT * FROM objectcustomfieldvalues WHERE objectid=16552 and customfield = '12'; UPDATE objectcustomfieldvalues set disabled=1 where objectid=16552 and customfield=13; UPDATE temp_tbl SET Customfield = 13; select * from temp_tbl; insert into objectcustomfieldvalues (CustomField,ObjectType,ObjectId,SortOrder,Content,LargeContent,ContentType,ContentEncoding,Creator,Created,LastUpdatedBy,LastUpdated,Disabled) Select CustomField,ObjectType,ObjectId,SortOrder,Content,LargeContent,ContentType,ContentEncoding,Creator,Created,LastUpdatedBy,LastUpdated,Disabled from temp_tbl; DROP tABLE temp_tbl; ------------------------------------------------------------------- thank you in advanced Scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-update-CF-via-scripted-mySQL-commands-tp54656.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Jul 18 11:31:45 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 18 Jul 2013 11:31:45 -0400 Subject: [rt-users] Upgrade help In-Reply-To: <1373984579263-54646.post@n7.nabble.com> References: <1373984579263-54646.post@n7.nabble.com> Message-ID: <20130718153145.GA22003@jibsheet.com> On Tue, Jul 16, 2013 at 07:22:59AM -0700, ofadl wrote: > I have two versions of RT set up, one is 3.0, which is the old version and > in current use. The other is the newer version, 4.0, which id like to start > using. I would like to do an upgrade on the old server where RT 3 is before > I can move the data to the new server. The upgrade process modifies the > database so it?s compatible with the new version. Any help is greatly > appreciated. You don't say what you've tried/failed, but start with our UPGRADING docs on http://docs.bestpractical.com and review this blog post I wrote a while back. http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jul 18 11:32:52 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 18 Jul 2013 11:32:52 -0400 Subject: [rt-users] Is there a way to pretty much curl a webpage in a scrip? In-Reply-To: <62CE05ACA8D0F145A68573455B2F6BF65F145E4E@EX10-BE1.fit.edu> References: <62CE05ACA8D0F145A68573455B2F6BF65F145E4E@EX10-BE1.fit.edu> Message-ID: <20130718153252.GB22003@jibsheet.com> On Tue, Jul 16, 2013 at 03:12:39PM +0000, Thomas Misilo wrote: > I was wondering if there is an easy way to "curl" a file in a scrip? As I would like to use > this to generate a ticket. So pretty much [1]http://site/createtoken.php?tokenid={TicketID} You can use perl's LWP module to make a request like that. Keep in mind that Scrips are synchronous, so if you do this On Create, you'll delay the web UI from returning until the external site responds, so use a low timeout. If the external site is unreliable, I suggest a cron job that runs every 5 minutes to work on new tickets in the background. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jul 18 11:35:30 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 18 Jul 2013 11:35:30 -0400 Subject: [rt-users] SLA extension with prior Scrip setting SLA CF In-Reply-To: <51E6EECA.8080307@bestpractical.com> References: <51E6EC0D.7040908@willingminds.com> <51E6EECA.8080307@bestpractical.com> Message-ID: <20130718153530.GC22003@jibsheet.com> On Wed, Jul 17, 2013 at 12:21:46PM -0700, Thomas Sibley wrote: > On 07/17/2013 12:10 PM, Mark D. Nagel wrote: > > We ran into a problem that I think may be solvable with use of TransactionBatch, but may > > require changes to the SLA extension. Or perhaps not. Thus this question, which is.... > > > > We are using the ExtractCustomFieldValues extension to indicate to RT the initial setting > > of some fields, including the SLA field, depending on various factors examined in our > > procmail pre-filter. What we found was that the field was set, then the SLA scrip resets > > it to the default queue value. It seems that this is because all the conditions run first > > telling the SLA scrip to set the default value, which it does even though the value had > > been set previously. > > > > So.... what would be the recommended solution here to make sure this doesn't happen? I > > could move the ExtractCFValues Scrip to the bottom, which seems like it would work, but it > > would be nice if the SLA Scrip realized it doesn't actually need to set the CF once it was > > set. If we change both to TransactionBatch, this could work, but I assume this would > > still require some changes to the SLA condition logic. > > Changing both to the transaction batch stage will have the same problem. > You need to put them in different stages, so move the SLA scrip which > assigns the queue default to the TransactionBatch stage. I don't think > it should negatively affect anything else. One small problem - you may run into issues if making the SLA Scrip TransactionBath on RT4 if you're not running at least 4.0.8 (I fixed an RT bug when Best Practical made our SLA Scrip TransactionBath). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From presnypreklad at gmail.com Thu Jul 18 11:36:46 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Thu, 18 Jul 2013 17:36:46 +0200 Subject: [rt-users] Help with Apache2 CENTOS httpd.conf SSL setup In-Reply-To: <85db5d26-807c-42c1-80ca-8b0837c17c03@me.com> References: <85db5d26-807c-42c1-80ca-8b0837c17c03@me.com> Message-ID: When you say that "port 80 doesn't work either" - does the redirect happen? In other words, does the address (in the browser) change to https://...? The general tactic is to get it working over http (port 80) first, then add https. From presnypreklad at gmail.com Thu Jul 18 11:37:53 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Thu, 18 Jul 2013 17:37:53 +0200 Subject: [rt-users] RT4 - preserve formatting when fetching email In-Reply-To: <1373884042.95160.YahooMailNeo@web28702.mail.ir2.yahoo.com> References: <1373884042.95160.YahooMailNeo@web28702.mail.ir2.yahoo.com> Message-ID: Can you provide specific examples? The more details, the better. On Mon, Jul 15, 2013 at 12:28 PM, girardjames at yahoo.fr wrote: > Hello, > > I'm a beginner with RT, and I would like to know if this software allows to > preserve formatting when fetching email. > Cause when I attempting to fetch emails via POP3 from a mailbox, all > generated tickets into RTloose their original format. > > Do you know a way to keep it safe? > > My applicative version is : rt-4.0.5 > > Thanks in advance, > > Regards, > > James G. > > ________________________________ > View this message in context: RT4 - preserve formatting when fetching email > Sent from the Request Tracker - User mailing list archive at Nabble.com. From robm at eecs.berkeley.edu Thu Jul 18 19:29:59 2013 From: robm at eecs.berkeley.edu (Robert McNicholas) Date: Thu, 18 Jul 2013 16:29:59 -0700 Subject: [rt-users] can't edit dashboards after upgrading to 4.0.13 Message-ID: <51E87A77.5070405@eecs.berkeley.edu> Hi, A couple weeks after upgrading to 4.0.13 (from 4.0.7), I discovered that whenever I click the "Content" link while editing a dashboard, I get the error, "An internal RT error has occurred. Your administrator can find more details in RT's log files." In the log is recorded: Jul 18 16:21:39 myhostname RT: Can't call method "Content" on an undefined value at /opt/rt4/share/html/Dashboards/Queries.html line 126. Stack: [/opt/rt4/share/html/Dashboards/Queries.html:126] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) This happens whether creating a new Dashboard or editing an existing one. We didn't notice the problem until a couple weeks after the upgrade since the most used features of Dashboards work as expected (viewing, sending emails), so I'm not 100% sure it is related to the upgrade, but I can't think of anything else that might have caused this to break. I did some searching but didn't see any other similar reports. Does anyone have any suggestions on how to debug this further? Thanks in advance for any suggestions. -Rob McNicholas UC Berkeley, Dept. of Electrical Engineering & Computer Sciences From at at efficientip.com Fri Jul 19 04:57:25 2013 From: at at efficientip.com (Abdallah TABI) Date: Fri, 19 Jul 2013 10:57:25 +0200 Subject: [rt-users] Apache error: Can't local webmux.pl Message-ID: Good morning RT, We are new user of your solution RT, we encounter an issue during the installation of the version 4.0.13 on an Ubuntu 12 environnement. Apache is not able to start because the system can't locate a perl file, see below the error: [Fri Jul 19 10:36:10 2013] [error] Can't locate /opt/rt4/bin/webmux.pl in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at (eval 2) line 1.\n [Fri Jul 19 10:36:10 2013] [error] Can't load Perl file: /opt/rt4/bin/ webmux.pl for server localhost:80, exiting... Are you able to help us? Regards, *Abdallah Tabi* Support Team - at at efficientip.com *4 rue de l?Abreuvoir 92 400 Courbevoie France at at efficientip.com Tel : +33 (0)1 75 84 88 98 Fax : +33 (0)9 57 88 09 40 www.efficientip.com* -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Fri Jul 19 05:46:20 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 19 Jul 2013 11:46:20 +0200 Subject: [rt-users] Apache error: Can't local webmux.pl In-Reply-To: References: Message-ID: <51E90AEC.7070101@easter-eggs.com> On 19/07/2013 10:57, Abdallah TABI wrote: > Good morning RT, > Hi, > We are new user of your solution RT, we encounter an issue during the > installation of the version 4.0.13 on an Ubuntu 12 environnement. > > Apache is not able to start because the system can't locate a perl file, > see below the error: > > [Fri Jul 19 10:36:10 2013] [error] Can't locate /opt/rt4/bin/webmux.pl > in @INC (@INC contains: /etc/perl > /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 > /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 > /usr/local/lib/site_perl . /etc/apache2) at (eval 2) line 1.\n > > [Fri Jul 19 10:36:10 2013] [error] Can't load Perl file: > /opt/rt4/bin/webmux.pl for server localhost:80, > exiting... > > Are you able to help us? > read RT *4* installation doc again. webmux.pl is gone, you have to use rt-server.fcgi: http://www.bestpractical.com/docs/rt/4.0/web_deployment.html -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From beodep at yahoo.com Fri Jul 19 06:00:56 2013 From: beodep at yahoo.com (nonnick) Date: Fri, 19 Jul 2013 03:00:56 -0700 (PDT) Subject: [rt-users] Ticket search include relationships ticket status. Message-ID: <1374228055694-54665.post@n7.nabble.com> Hello all, I have a search tickets, i want to show all relationships tickets and their status columns in Show Results tab. Like when i click to Links tab of a ticket. Can we do that? Thank you. Nonnick -- View this message in context: http://requesttracker.8502.n7.nabble.com/Ticket-search-include-relationships-ticket-status-tp54665.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From scott.dalzell at aveva.com Fri Jul 19 09:10:27 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Fri, 19 Jul 2013 06:10:27 -0700 (PDT) Subject: [rt-users] How to update CF via scripted mySQL commands In-Reply-To: <1374146110594-54656.post@n7.nabble.com> References: <1374146110594-54656.post@n7.nabble.com> Message-ID: <1374239427241-54666.post@n7.nabble.com> i have got abit further with this issue and i have got a perl script that does what i need it to do and edit the mysl database, however when i add this code into RT as a scrip i get the following error in the error.log. [Fri Jul 19 12:38:40 2013] [error]: Scrip 491 Prepare failed: Global symbol "@row" requires explicit package name at (eval 646) line 74. Global symbol "$sqlQuery" requires explicit package name at (eval 646) line 74. Global symbol "@row" requires explicit package name at (eval 646) line 75. Global symbol "$dbh" requires explicit package name at (eval 646) line 87. Global symbol "$query_master2" requires explicit package name at (eval 646) line 92. Global symbol "$sqlQuery" requires explicit package name at (eval 646) line 98. (/opt/rt4/sbin/../lib/RT/Action/UserDefined.pm:65) [Fri Jul 19 12:38:40 2013] [warning]: Use of uninitialized value $Default in join or string at /opt/rt4/share/html/Elements/EditCustomFieldWikitext line 52. (/opt/rt4/share/html/Elements/EditCustomFieldWikitext:52) i prosume this means i am missing some "USE xyz"'s at the start of the code(see below) to allow RT to understand all the variables like perl can via the command line ---CODE-START --- #!/usr/bin/perl -w use DBI; print "Content-type: text/html\n\n"; ################# ###Set variables ################# my $db ="[database name]"; my $table ="objectcustomfieldvalues"; my $ticket = "16552"; my $cf_RT = "12"; #Bugzilla No in RT (Bug_No) my $cf_Bug = "13"; #RT no in Bugzilla(Ticket_No) my $user = "[username]"; my $pass = "[password]"; my $host="[hostname]"; ######################################################## ###Setting all lines of code used to query mysql database ######################################################## ###Copy CF_RT (Bugzilla_NO) and update them in a temp table### my $query_master1 ="CREATE TEMPORARY TABLE temp_tbl SELECT * FROM objectcustomfieldvalues WHERE objectid=$ticket and customfield = $cf_RT and disabled=0"; my $query_master2 ="UPDATE temp_tbl SET Customfield = $cf_Bug"; my $query_master3 ="ALTER TABLE temp_tbl CHANGE ObjectId Content CHAR(100),CHANGE Content ObjectId CHAR(100)"; ###Add updated values to new table my $query_master4 ="insert into objectcustomfieldvalues (CustomField,ObjectType,ObjectId,SortOrder,Content,LargeContent,ContentType,ContentEncoding,Creator,Created,LastUpdatedBy,LastUpdated,Disabled) Select CustomField,ObjectType,ObjectId,SortOrder,Content,LargeContent,ContentType,ContentEncoding,Creator,Created,LastUpdatedBy,LastUpdated,Disabled from temp_tbl"; my $query_master5 ="DROP tABLE temp_tbl"; ################# ###Set Functions ################# sub querymysql { #prapare then runs passed mysql commands via perl code $sqlQuery = $dbh->prepare($_[0]) or die "Can't prepare $_[0]: $dbh->errstr\n"; $sqlQuery->execute or die "can't execute the query: $sqlQuery->errstr"; } sub showtable { #displays tables of previous query while (@row= $sqlQuery->fetchrow_array()) { my $tables = $row[0]; print "$tables\n"; print "\n\n"; } } #################################################### #Code #################################################### ###Connect to mysql database $dbh = DBI->connect("DBI:mysql:$db:$host", $user, $pass); ###Update CF (RT_no) on bugzilla bug querymysql($query_master1); querymysql($query_master2); querymysql($query_master3); querymysql($query_master4); querymysql($query_master5); $sqlQuery->finish; exit(0); ---CODE-END--- thank you in advance Scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-update-CF-via-scripted-mySQL-commands-tp54656p54666.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From presnypreklad at gmail.com Fri Jul 19 09:56:58 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Fri, 19 Jul 2013 15:56:58 +0200 Subject: [rt-users] Disabling system users Message-ID: I just managed (via a Perl script) to disable the system users Nobody and RT_System. The script has been fixed and it appears no harm was done, but I wanted to ask you guys if there is any real-life scenario where it would be useful to delete or disable these two users? If not, wouldn't it be a good idea to make it impossible to delete/disable them? -------------- next part -------------- An HTML attachment was scrubbed... URL: From aiqbal1 at gmail.com Fri Jul 19 10:35:03 2013 From: aiqbal1 at gmail.com (playaz) Date: Fri, 19 Jul 2013 07:35:03 -0700 (PDT) Subject: [rt-users] LDAPExternalAuth not importing email into RT Message-ID: <1374244502965-54668.post@n7.nabble.com> Hi, I am very new to RT and setting it for the first time. I am trying to set up the ExternalAuth extention so the my organizaiton can log into RT with their corporate login/pass. I have successfully been able to set up ExternalAuth to a point where anyone can log in, and if the user does not exist in RT, it is automatically created. The only issue I am getting is that only the user name, and real name are being populated in RT. I also want email to be added automatically as well. I also ran a dry RTLDAPImport run, and even in those results, the email does not show up. Here is a snippet for LDAPExternalAuth from my RT_SiteConfig file: /Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalAuthPriority, ['My_LDAP'] ); Set($ExternalInfoPriority, ['My_LDAP'] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { 'type' => 'ldap', 'server' => '****.****.int', 'user' => 'ldapuser', 'pass' => 'ldappass', 'base' => 'DC=mcafee,DC=int', 'filter' => '(&(ObjectCategory=User)(ObjectClass=Person))', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', #'group' => 'GROUP_NAME', #'group_attr' => 'GROUP_ATTR', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, }, } );/ Please let me know what I have to change to get email added into RT automatically when a new user is created by RT. Thanks, Azhar -- View this message in context: http://requesttracker.8502.n7.nabble.com/LDAPExternalAuth-not-importing-email-into-RT-tp54668.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Fri Jul 19 11:21:56 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 19 Jul 2013 11:21:56 -0400 Subject: [rt-users] can't edit dashboards after upgrading to 4.0.13 In-Reply-To: <51E87A77.5070405@eecs.berkeley.edu> References: <51E87A77.5070405@eecs.berkeley.edu> Message-ID: <20130719152156.GD22003@jibsheet.com> On Thu, Jul 18, 2013 at 04:29:59PM -0700, Robert McNicholas wrote: > A couple weeks after upgrading to 4.0.13 (from 4.0.7), I discovered that > whenever I click the "Content" link while editing a dashboard, I get the > error, "An internal RT error has occurred. Your administrator can find > more details in RT's log files." In the log is recorded: > > Jul 18 16:21:39 myhostname RT: Can't call method "Content" on an > undefined value at /opt/rt4/share/html/Dashboards/Queries.html line > 126. Stack: [/opt/rt4/share/html/Dashboards/Queries.html:126] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Go have a look at /opt/rt4/share/html/Dashboards/Queries.html and ensure that it looks like this change (which was in 4.0.12) is in your install. https://github.com/bestpractical/rt/blob/stable/share/html/Dashboards/Queries.html#L125 We've run into a few folks who customized RT running into problems because of local overrides to either Queries.html or SearchesForObject that don't take into account this API change. -kevin > This happens whether creating a new Dashboard or editing an existing > one. We didn't notice the problem until a couple weeks after the > upgrade since the most used features of Dashboards work as expected > (viewing, sending emails), so I'm not 100% sure it is related to the > upgrade, but I can't think of anything else that might have caused this > to break. > > I did some searching but didn't see any other similar reports. Does > anyone have any suggestions on how to debug this further? Thanks in > advance for any suggestions. > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From alexdecalli71 at gmail.com Fri Jul 19 11:42:26 2013 From: alexdecalli71 at gmail.com (Alex Decalli) Date: Fri, 19 Jul 2013 17:42:26 +0200 Subject: [rt-users] SOS:: many mysql processes are killing RAM, why? Message-ID: Hi. I have RT 3.8 on mysql 5.1 on ubuntu 11.04. Why do I have many mysql processes they are bringing down RAM. check it out http://i1329.photobucket.com/albums/w556/samanka80/other/sql-mem_zps4c623183.jpg innodb_buffer_pool = 3G, 12G ram, autologoff disable, waiting time for mysql disable. The time it is happening, like 10 users are in mysql (used command show processlist) -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Jul 19 13:28:05 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 19 Jul 2013 10:28:05 -0700 Subject: [rt-users] How to update CF via scripted mySQL commands In-Reply-To: <1374239427241-54666.post@n7.nabble.com> References: <1374146110594-54656.post@n7.nabble.com> <1374239427241-54666.post@n7.nabble.com> Message-ID: <51E97725.4040103@bestpractical.com> On 07/19/2013 06:10 AM, scott.dalzell wrote: > i have got abit further with this issue and i have got a perl script that > does what i need it to do and edit the mysl database, however when i add > this code into RT as a scrip i get the following error in the error.log. Updating the RT database via raw SQL statements is a recipe for disaster. Do not do it. Use the Perl API RT provides. If you don't, you WILL corrupt your RT database. > [Fri Jul 19 12:38:40 2013] [error]: Scrip 491 Prepare failed: Global symbol > "@row" requires explicit package name at (eval 646) line 74. > Global symbol "$sqlQuery" requires explicit package name at (eval 646) line > 74. > Global symbol "@row" requires explicit package name at (eval 646) line 75. > Global symbol "$dbh" requires explicit package name at (eval 646) line 87. > Global symbol "$query_master2" requires explicit package name at (eval 646) > line 92. > Global symbol "$sqlQuery" requires explicit package name at (eval 646) line > 98. (/opt/rt4/sbin/../lib/RT/Action/UserDefined.pm:65) > [Fri Jul 19 12:38:40 2013] [warning]: Use of uninitialized value $Default in > join or string at /opt/rt4/share/html/Elements/EditCustomFieldWikitext line > 52. (/opt/rt4/share/html/Elements/EditCustomFieldWikitext:52) > > i prosume this means i am missing some "USE xyz"'s at the start of the > code(see below) to allow RT to understand all the variables like perl can > via the command line No, those errors are because RT runs under strict. Put "use strict;" at the top of your command-line code and fix the errors first. From trs at bestpractical.com Fri Jul 19 13:38:16 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 19 Jul 2013 10:38:16 -0700 Subject: [rt-users] SOS:: many mysql processes are killing RAM, why? In-Reply-To: References: Message-ID: <51E97988.6040506@bestpractical.com> On 07/19/2013 08:42 AM, Alex Decalli wrote: > Hi. > > I have RT 3.8 on mysql 5.1 on ubuntu 11.04. Why do I have many mysql > processes they are bringing down RAM. > check it out > > http://i1329.photobucket.com/albums/w556/samanka80/other/sql-mem_zps4c623183.jpg > > innodb_buffer_pool = 3G, 12G ram, autologoff disable, waiting time for > mysql disable. The time it is happening, like 10 users are in mysql > (used command show processlist) It's impossible to diagnose this with the info provided. If you want the list to help, you'll need to specify: * What 3.8 version * Your full mysql config * The output of mysqltuner.pl (http://download.bestpractical.com/mirror/mysqltuner.pl) * Other processes on the system Note that MySQL is a threaded server, which means all those "processes" you see in top are actually threads. That's why they have exactly the same memory footprint. The memory is shared memory. Try toggling display of threads off in top with "H". I expect your RAM issue is not MySQL, but something else. Often people leave Apache unconfigured. From trs at bestpractical.com Fri Jul 19 15:38:20 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 19 Jul 2013 12:38:20 -0700 Subject: [rt-users] SOS:: many mysql processes are killing RAM, why? In-Reply-To: References: <51E97988.6040506@bestpractical.com> Message-ID: <51E995AC.6090501@bestpractical.com> On 07/19/2013 11:29 AM, Alex Decalli wrote: > Great, thanks for information. > > here u can find my settings > > http://stevieweewee.wordpress.com/2013/07/19/mysqltuner/ > > http://stevieweewee.wordpress.com/2013/07/19/my-cnf/ > > Please tell me whatever might cause this. A clue even.. > > By the way, RT 3.8.7 , and it's all dedicated to RT, mysql, apache Please keep replies on the list. I was only telling you where to start and what you needed to provide to the list for the list to possibly help. I don't have the time to solve your problem myself. From matt at es-msat.org Fri Jul 19 18:58:30 2013 From: matt at es-msat.org (matt at es-msat.org) Date: Fri, 19 Jul 2013 16:58:30 -0600 Subject: [rt-users] Custom script to set custom field value Message-ID: <4a5d4249591c21713e6fb8247dbd3523@es-msat.org> Hello! I need to create two scripts that will set a custom field value for tickets that contain New Hire: or Termination: in the subject line. I only need it for one queue and I want it to trigger when a ticket is created or moved into that specific queue. I recently took over management of an RT instance from someone who left the company. I have never created customs scripts for RT. I have no idea if this is possible and I have no idea where to start. Any assistance would be greatly appreciated! Script 1: Subject Contains: New Hire: Queue Name: IT Custom Field Name: Tag Set Custom Field Value: New Hire Script 2: Subject Contains: Termination: Queue Name: IT Custom Field Name: Tag Set Custom Field Value: Termination Thanks! -Matt From vadud3 at gmail.com Sun Jul 21 01:25:21 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Sun, 21 Jul 2013 01:25:21 -0400 Subject: [rt-users] RT migration to different OS Message-ID: Hi All, I am in the process to migrate our RT from solaris 10 to ubuntu precise lts 64bit. Ubuntu precise only offers 5.5.x ( http://packages.ubuntu.com/search?keywords=mysql) I am planning to migrate from RT 3.8.2 with mysql 5.0.75 to the latest. What would be recommended path to import the dump from mysql 5.0.75 into 5.5.x ? The other option would be to install the linux 64bit binary for mysql 5.0.77 instead of depending on ubuntu/debian pkg for mysql. So what is the recommended approach? Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.dalzell at aveva.com Mon Jul 22 09:40:34 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Mon, 22 Jul 2013 06:40:34 -0700 (PDT) Subject: [rt-users] How to update CF via scripted mySQL commands In-Reply-To: <51E97725.4040103@bestpractical.com> References: <1374146110594-54656.post@n7.nabble.com> <1374239427241-54666.post@n7.nabble.com> <51E97725.4040103@bestpractical.com> Message-ID: <1374500434353-54676.post@n7.nabble.com> Thanks for pointing that out. i think ill try to do the API route as i cant afford to corrupt the database. Can the RT API be used to modify a database that is not being used by RT Just that my final goal is to modify a field in our Bugzilla database (also MYsql) when an RT CF is given a bug number -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-update-CF-via-scripted-mySQL-commands-tp54656p54676.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From juanjillo at gmail.com Mon Jul 22 10:42:27 2013 From: juanjillo at gmail.com (Juanjo) Date: Mon, 22 Jul 2013 16:42:27 +0200 Subject: [rt-users] Help with Message-ID: Hello. My system, 4.0.10 with postgreSQL on Centos 6.4 Im trying to open a new ticket on RT, with a new user. The user is created and his email adress is fine. The user is a privileged users, with rights to create new tickets. The tiket is not created, and the admin of rt get and email, but doesn?t show the email from was sended the email, only it email. Log on messages. Jul 22 16:29:14 rt RT: RT could not load a valid user, and RT's configuration does not allow#012for the creation of a new user for this email (rtadmin at mydomain.com).#012#012You might need to grant 'Everyone' the right 'CreateTicket' for the#012queue generalqueue. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:248) Jul 22 16:29:14 rt RT: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) Log on maillog. Jul 22 16:29:13 rt sendmail[5987]: r6METDct005987: from=< newuser at domain.com>, size=910, class=0, nrcpts=1, msgid=< 201307221429.r6METDct005987 at rt.mydomain.com>, proto=ESMTP, daemon=MTA, relay=vil-esxi01-ilo.itin.local [172.16.4.110] Jul 22 16:29:14 rt sendmail[5990]: r6METEmO005990: Authentication-Warning: rt.mydomain.com: apache set sender to <> using -f Jul 22 16:29:14 rt sendmail[5990]: r6METEmO005990: from=<>, size=2300, class=-60, nrcpts=1, msgid=<201307221429.r6METEmO005990 at rt.mydomain.com>, relay=apache at localhost Jul 22 16:29:14 rt sendmail[5991]: r6METEvW005991: from=<>, size=2525, class=-60, nrcpts=1, msgid=<201307221429.r6METEmO005990 at rt.mydomain.com>, proto=ESMTP, daemon=MTA, relay=rt [127.0.0.1] Jul 22 16:29:14 rt sendmail[5990]: r6METEmO005990: to=rtadmin at mydomain.com, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=140300, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (r6METEvW005991 Message accepted for delivery) Jul 22 16:29:14 rt sendmail[5988]: r6METDct005987: to="|/etc/smrsh/rt-mailgate --queue generalqueue --action correspond --url http://rt.mydomain.com", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=31226, dsn=2.0.0, stat=Sent Jul 22 16:29:14 rt sendmail[5993]: r6METEvW005991: to=, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=230525, relay= exchange.mydomain.com. [172.78.4.141], dsn=2.0.0, stat=Sent (< 201307221429.r6METEmO005990 at rt.mydomain.com> Queued mail for delivery) Any help? Thanks in advance. Kindest Regards. -- Un saludo. Juanjo -------------- next part -------------- An HTML attachment was scrubbed... URL: From juanjillo at gmail.com Mon Jul 22 10:44:12 2013 From: juanjillo at gmail.com (Juanjo) Date: Mon, 22 Jul 2013 16:44:12 +0200 Subject: [rt-users] Help with open ticket with email. Message-ID: Hello. My system, 4.0.10 with postgreSQL on Centos 6.4 Works for all exitents users, not for new ones. Im trying to open a new ticket on RT, with a new user. The user is created and his email adress is fine. The user is a privileged users, with rights to create new tickets. The tiket is not created, and the admin of rt get and email, but doesn?t show the email from was sended the email, only it email. Log on messages. Jul 22 16:29:14 rt RT: RT could not load a valid user, and RT's configuration does not allow#012for the creation of a new user for this email (rtadmin at mydomain.com).#012#012You might need to grant 'Everyone' the right 'CreateTicket' for the#012queue generalqueue. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:248) Jul 22 16:29:14 rt RT: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) Log on maillog. Jul 22 16:29:13 rt sendmail[5987]: r6METDct005987: from=< newuser at domain.com>, size=910, class=0, nrcpts=1, msgid=< 201307221429.r6METDct005987 at rt.mydomain.com>, proto=ESMTP, daemon=MTA, relay=vil-esxi01-ilo.itin.local [172.16.4.110] Jul 22 16:29:14 rt sendmail[5990]: r6METEmO005990: Authentication-Warning: rt.mydomain.com: apache set sender to <> using -f Jul 22 16:29:14 rt sendmail[5990]: r6METEmO005990: from=<>, size=2300, class=-60, nrcpts=1, msgid=<201307221429.r6METEmO005990 at rt.mydomain.com>, relay=apache at localhost Jul 22 16:29:14 rt sendmail[5991]: r6METEvW005991: from=<>, size=2525, class=-60, nrcpts=1, msgid=<201307221429.r6METEmO005990 at rt.mydomain.com>, proto=ESMTP, daemon=MTA, relay=rt [127.0.0.1] Jul 22 16:29:14 rt sendmail[5990]: r6METEmO005990: to=rtadmin at mydomain.com, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=140300, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (r6METEvW005991 Message accepted for delivery) Jul 22 16:29:14 rt sendmail[5988]: r6METDct005987: to="|/etc/smrsh/rt-mailgate --queue generalqueue --action correspond --url http://rt.mydomain.com", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=31226, dsn=2.0.0, stat=Sent Jul 22 16:29:14 rt sendmail[5993]: r6METEvW005991: to=, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=230525, relay= exchange.mydomain.com. [172.78.4.141], dsn=2.0.0, stat=Sent (< 201307221429.r6METEmO005990 at rt.mydomain.com> Queued mail for delivery) Any help? Thanks in advance. Kindest Regards. -- Un saludo. Juanjo -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Mon Jul 22 11:41:17 2013 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 22 Jul 2013 15:41:17 +0000 Subject: [rt-users] Help Assigning Ownershp and Queue for tickets Message-ID: <7aa298c888bd41888bb323378230fd37@BLUPR05MB103.namprd05.prod.outlook.com> I am looking for a scrip to assign a ticket to a queue and change the owner of the ticket to the owner of the queue. This will be based on two criteria One: Who is logged into the system Two: How many open tickets are open in the owners queue. Or just place the ticket in the queue with the least amount of open tickets if the owner is logged into the system. If someone could point me in the right direction it would be appreciated. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From landonstewart at gmail.com Mon Jul 22 14:54:46 2013 From: landonstewart at gmail.com (Landon) Date: Mon, 22 Jul 2013 11:54:46 -0700 Subject: [rt-users] Quick search for ticket # in RTIR vs. how it works in RT Message-ID: Hello, Quick question here... In RT you can type/paste a ticket number into the little search box on the upper right beside the ticket creation dropdown and find a ticket by ticket #. In RTIR this yields no results. Is there a reason for this or can it be fixed so ticket id is included in the search? Sure staff can use the regular search to find a ticket but it's not quite as fast of course. Thanks -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jul 22 15:19:44 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 22 Jul 2013 15:19:44 -0400 Subject: [rt-users] Quick search for ticket # in RTIR vs. how it works in RT In-Reply-To: References: Message-ID: <20130722191944.GE22003@jibsheet.com> On Mon, Jul 22, 2013 at 11:54:46AM -0700, Landon wrote: > In RT you can type/paste a ticket number into the little search box on the upper right beside > the ticket creation dropdown and find a ticket by ticket #. > In RTIR this yields no results. Is there a reason for this or can it be fixed so ticket id is > included in the search? Sure staff can use the regular search to find a ticket but it's not > quite as fast of course. Questions about RTIR which are this specific to the operations of RTIR (as opposed to questions about core RT features) really belong on the rtir mailing list rather than rt-users. I'm assuming you're not using RTIR 2.6, this appears to be a regression in 3.0-trunk. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From clutch68rs at gmail.com Mon Jul 22 21:14:43 2013 From: clutch68rs at gmail.com (S P) Date: Mon, 22 Jul 2013 18:14:43 -0700 Subject: [rt-users] RSS feed customization Message-ID: <51EDD903.8030906@gmail.com> Hi, Is there a way to include the queue name in the RSS feed of a saved search (or add it to the title or subject)? The directions at http://requesttracker.wikia.com/wiki/RssFeed reference adding strings to the dc hash, but the Results.rdf file distributed with 4.0.8 doesn't contain a dc hash section (and doesn't contain much, in contrast to the Results.rdf file in 3.x) Thanks! Sean From craig at 2ndquadrant.com Mon Jul 22 22:14:39 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 23 Jul 2013 10:14:39 +0800 Subject: [rt-users] SOS:: many mysql processes are killing RAM, why? In-Reply-To: References: Message-ID: <51EDE70F.20503@2ndquadrant.com> On 07/19/2013 11:42 PM, Alex Decalli wrote: > > I have RT 3.8 on mysql 5.1 on ubuntu 11.04. Why do I have many mysql > processes they are bringing down RAM. Quite likely you have too many Apache workers with mod_perl, or too many fcgi workers if you're using fcgi. You will need to limit the number of concurrent RT workers - assuming that the MySQL workers are even being used by RT, which we don't know based on the information you have provided. Alternately, you can put a *connection pool* in place between RT and the database. If you were using PostgreSQL I would advise you to use PgBouncer in transaction pooling mode, but I cannot offer much advice for MySQL. I'm sure there's a similar pooling proxy. This sort of question is probably better suited to Serverfault.com than the RT list. BTW, text output is usually way more useful than screenshots; eg "top -b -n 1". -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Mon Jul 22 22:26:10 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 23 Jul 2013 10:26:10 +0800 Subject: [rt-users] Custom script to set custom field value In-Reply-To: <4a5d4249591c21713e6fb8247dbd3523@es-msat.org> References: <4a5d4249591c21713e6fb8247dbd3523@es-msat.org> Message-ID: <51EDE9C2.4070505@2ndquadrant.com> On 07/20/2013 06:58 AM, matt at es-msat.org wrote: > Hello! > > I need to create two scripts that will set a custom field value for > tickets that contain New Hire: or Termination: in the subject line. I > only need it for one queue and I want it to trigger when a ticket is > created or moved into that specific queue. I recently took over > management of an RT instance from someone who left the company. I have > never created customs scripts for RT. I have no idea if this is possible > and I have no idea where to start. Any assistance would be greatly > appreciated! Writing scrips is pretty simple for things like this. You can start with a scrip that's defined in the database - go to the queue page, then the scrips tab. Create a new scrip with Scrips->Create. Set the condition to "On create" (since that seems to be when you want it to run) and the action to "User defined". The template can be "blank" since you don't need to generate template output for this action. You'll now have Prepare and Commit sections to the action, in which you can write Perl code to decide whether the action should run (Prepare) and perform the action (commit). In this case the Prepare section would test the ticket subject and the commit field would set the CF value. There's some useful info on writing custom actions here: http://requesttracker.wikia.com/wiki/WriteCustomAction A reasonable Prepare test might be (untested): $self->TicketObj->Subject =~ '(New Hire|Termination):' and to set the CF in Commit, something like: $self->TicketObj->AddCustomFieldValue( Field => 'MyCF', Value => 'Whatever' ); If you want to set the CF based on the data extracted from the subject that's Perl Regexp 101; see 'perldoc perlre'. BTW, I recommend that you learn how to package them into proper RT extensions to save yourself pain and hassle down the track. It takes some learning if you've never written Perl modules before, but it's worthwhile so you can easily manage your modules in git or whatever your preferred SCM is. It's saved me a lot of hassle, especially since I maintain a test RT instance for developing extensions on. I posted some notes on creating RT extensions here recently that I really need to turn into a doc on wikia. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Mon Jul 22 22:27:52 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 23 Jul 2013 10:27:52 +0800 Subject: [rt-users] Help with open ticket with email. In-Reply-To: References: Message-ID: <51EDEA28.8050101@2ndquadrant.com> On 07/22/2013 10:44 PM, Juanjo wrote: > > Im trying to open a new ticket on RT, with a new user. The user is > created and his email adress is fine. The logs say otherwise; RT is not finding this user's email in the database. Try enabling debug logging. See if you can tell why the email isn't matching. Perhaps you have some address re-writing going on at some stage in your system? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Mon Jul 22 22:30:50 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 23 Jul 2013 10:30:50 +0800 Subject: [rt-users] RT migration to different OS In-Reply-To: References: Message-ID: <51EDEADA.6060501@2ndquadrant.com> On 07/21/2013 01:25 PM, Asif Iqbal wrote: > Hi All, > > I am in the process to migrate our RT from solaris 10 to ubuntu precise > lts 64bit. > > Ubuntu precise only offers 5.5.x > (http://packages.ubuntu.com/search?keywords=mysql) > > I am planning to migrate from RT 3.8.2 with mysql 5.0.75 to the latest. > > What would be recommended path to import the dump from mysql 5.0.75 into > 5.5.x ? > > The other option would be to install the linux 64bit binary for mysql > 5.0.77 > instead of depending on ubuntu/debian pkg for mysql. > > So what is the recommended approach? The MySQL documentation seems to cover this pretty well: http://dev.mysql.com/doc/refman/5.5/en/upgrading.html You'd want to update RT to the latest patch release to make sure your version is compatible with the newer MySQL of course. I'd advise that you follow up on http://dba.stackexchange.com/ if you're stuck with the MySQL side of things. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Mon Jul 22 22:38:21 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 23 Jul 2013 10:38:21 +0800 Subject: [rt-users] Emailing dashboards every 'n' minutes Message-ID: <51EDEC9D.8090702@2ndquadrant.com> Hi folks I'm considering patching RT to support emailing dashboards every 'n' minutes when they produce a non-empty result. Has anyone here already implemented anything along those lines? Would others be interested in this if I add it, or an equivalent option to email a single saved search? If not, I'll probably just hack it into our in-house extensions as an unconditional action to be invoked by rt-crontool. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From mdrouet at randco.fr Tue Jul 23 03:31:51 2013 From: mdrouet at randco.fr (Maximilien Drouet) Date: Tue, 23 Jul 2013 09:31:51 +0200 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD In-Reply-To: References: <20130705141435.GJ71184@jibsheet.com> Message-ID: Hello, Anyone with an idea ? I've tried many times without any success. Thanks for your help. On Fri, Jul 5, 2013 at 4:18 PM, Maximilien Drouet wrote: > Hi, > > > Both AD & RT have a user matching email && Username. > > Regarding RealName, yes I read about it but in my case, real names are > NEVER the same they use Kevin FALCONE, KEVIN A FALCONE, KEVIN B FALCONE, > and so on. But yes you're right about what's documented. > > > On Fri, Jul 5, 2013 at 4:14 PM, Kevin Falcone wrote: > >> On Thu, Jul 04, 2013 at 05:00:23PM +0200, Maximilien Drouet wrote: >> > As you can see in the log output I successfully find the user BUT I >> have an error "Couldn't >> > create user myuser " which I don't understand because YES user >> exists but I just want to >> > authenticate not recreate a user. >> >> Does the user exist with a matching Email Address AND username? Or is >> the username different. >> >> Also, as documented, you probably shouldn't be using RealName here: >> >> > 50 'attr_match_list' => [ >> > 51 'Name', >> > 52 'EmailAddress', >> > 53 'RealName', >> > 54 ], >> >> It means you can't have two users named Kevin Falcone in your RT. >> >> -kevin >> > > > > -- > Max > > -- Cordialement, Maximilien DROUET Consultant Syst?mes & R?seaux RANDCO, Cabinet de conseil en R?seau, S?curit? & Syst?mes 19 Rue Pierre LESCOT 75001 Paris Mob. 06.30.91.70.09 Fax. 01.72.74.44.01 http://www.randco.fr -------------- next part -------------- An HTML attachment was scrubbed... URL: From craig at 2ndquadrant.com Tue Jul 23 03:56:49 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 23 Jul 2013 15:56:49 +0800 Subject: [rt-users] Notifications are sent before status and custom field changes are applied? Message-ID: <51EE3741.2000803@2ndquadrant.com> Hi all I was recently surprised to see that when a ticket is updated via the web ui, notifications appear to be sent to ticket/queue watchers before any custom field changes are applied. Tested in 4.0.13, albeit with a DB that was created originally on 4.0.7. After reading the code in question, it looks like the message is recorded against the ticket before any other field changes, and all the default notification scripts run on TransactionCreate not on TransactionBatch, so they fire their notifications immediately. Do any of the other RT users here know of a reason *not* to use TransactionBatch for sending email notifications? Have any of the other RT users here had similar issues? The behaviour surprising for a couple of reasons: * RT obviously can't rollback sending notifications, so it makes sense to do it after all the things that can be rolled back are done. * Notifications can't "see" CF and status changes made via the web UI when they fire. eg, in a recent ticket: Fri, 19 Jul 2013 23:02:00 +0800 The RT System itself - Outgoing email recorded [Show] Fri, 19 Jul 2013 23:02:00 +0800 The RT System itself - Outgoing email recorded [Show] Fri, 19 Jul 2013 23:02:00 +0800 Some User - Status changed from 'new' to 'open' Fri, 19 Jul 2013 23:02:00 +0800 Some User - WaitingOn Customer added where "WaitingOn" is a CF with values "Customer" or "Support". Transaction numbers increase down the page. The CF is set using the extension RT::Extension::CustomFieldsOnUpdate, but the Status is of course set by the core code. The order of events logged in the "Results" tab after Update.html runs and redirects to Display.html is: [Results] Message recorded Ticket xxxx: Status changed from 'new' to 'open' WaitingOn Support changed to Customer -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Tue Jul 23 05:04:25 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 23 Jul 2013 17:04:25 +0800 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD In-Reply-To: References: Message-ID: <51EE4719.8030901@2ndquadrant.com> On 07/04/2013 11:00 PM, Maximilien Drouet wrote: > (&(&(ObjectCategory=User)(ObjectClass=Person))(sAMAccountName=myuser )) If you execute this LDAP search directly against your directory with the same base dn as given in the logs, does it find the user? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From mdrouet at randco.fr Tue Jul 23 05:19:54 2013 From: mdrouet at randco.fr (Maximilien Drouet) Date: Tue, 23 Jul 2013 11:19:54 +0200 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD In-Reply-To: <51EE4719.8030901@2ndquadrant.com> References: <51EE4719.8030901@2ndquadrant.com> Message-ID: Hi, Let me try, i never used ldapsearch before so i need to check the syntax. On Tue, Jul 23, 2013 at 11:04 AM, Craig Ringer wrote: > On 07/04/2013 11:00 PM, Maximilien Drouet wrote: > > (&(&(ObjectCategory=User)(ObjectClass=Person))(sAMAccountName=myuser )) > > If you execute this LDAP search directly against your directory with the > same base dn as given in the logs, does it find the user? > > -- > Craig Ringer http://www.2ndQuadrant.com/ > PostgreSQL Development, 24x7 Support, Training & Services > -- Cordialement, Maximilien DROUET Consultant Syst?mes & R?seaux RANDCO, Cabinet de conseil en R?seau, S?curit? & Syst?mes 19 Rue Pierre LESCOT 75001 Paris Mob. 06.30.91.70.09 Fax. 01.72.74.44.01 http://www.randco.fr -------------- next part -------------- An HTML attachment was scrubbed... URL: From rajat.toshniwal at tekmindz.com Tue Jul 23 07:53:30 2013 From: rajat.toshniwal at tekmindz.com (Rajat toshniwal) Date: Tue, 23 Jul 2013 17:23:30 +0530 Subject: [rt-users] rt-mailgate issue with postfix Message-ID: <51EE6EBA.9040608@tekmindz.com> Hi Folks We have just installed RT4.0.13 in our environment. Our foremost requirement is ticket creation via email. In our setup we already have postfix running on separate server. On RT we are having exim which is acting as relay server and using postfix mail server as master. Now I want to integrate my RT server with that mailbox. In order to do that I installed rt-mailgate on my mail server and created below mentioned entries in /etc/aliases *rt-database: "|/opt/rt4/bin/rt-mailgate --queue database --action correspond --url http://rt.xyz.com/" rt-database-comment: "|/opt/rt4/bin/rt-mailgate --queue database --action comment --url http://rt.xyz.com/" * I have database queue configured on my RT box with the above mentioned email-address. I have also given create-ticket rights to everyone. Both the email-ids rt-database at gml.com and rt-database-comment at gml.com are configured on my AD. But whenever i am trying to create ticket, I get the below mentioned error from mail.log Jul 23 07:23:17 mail postfix/smtpd[7389]: connect from localhost[127.0.0.1] Jul 23 07:23:17 mail postfix/smtpd[7389]: DC0DC45C61: client=localhost[127.0.0.1] Jul 23 07:23:17 mail postfix/cleanup[7369]: DC0DC45C61: message-id= Jul 23 07:23:17 mail postfix/qmgr[5870]: DC0DC45C61: from=, size=1448, nrcpt=1 (queue active) Jul 23 07:23:17 mail postfix/smtpd[7389]: disconnect from localhost[127.0.0.1] Jul 23 07:23:17 mail amavis[5064]: (05064-04) Passed CLEAN, [192.168.10.24] -> <"|/opt/rt4/bin/rt-mailgate --queue database --action correspond --url http://rt.tekmindz.com/"@gml.com>, Message-ID: , mail_id: qXkzuLb1TZ4M, Hits: -1, size: 854, queued_as: DC0DC45C61, 28311 ms Jul 23 07:23:17 mail postfix/smtp[7386]: 8553245C65: to=<|/opt/rt4/bin/rt-mailgate --queue database --action correspond --url http://rt.tekmindz.com/@gml.com>, relay=127.0.0.1[127.0.0.1]:10024, delay=28, delays=0.11/0.03/0.01/28, dsn=2.0.0, status=sent (250 2.0.0 Ok, id=05064-04, from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as DC0DC45C61) Jul 23 07:23:17 mail postfix/qmgr[5870]: 8553245C65: removed Jul 23 07:23:18 mail postfix/virtual[7390]: DC0DC45C61: to=<|/opt/rt4/bin/rt-mailgate --queue database --action correspond --url http://rt.tekmindz.com/@gml.com>, relay=virtual, delay=0.17, delays=0.06/0.05/0/0.06, dsn=5.1.1, status=bounced (unknown user: "|/opt/rt4/bin/rt-mailgate --queue database --action correspond --url http://rt.tekmindz.com/@gml.com") Jul 23 07:23:18 mail postfix/cleanup[7369]: 106A845C64: message-id=<20130723112318.106A845C64 at mail.gml.com> Jul 23 07:23:18 mail postfix/qmgr[5870]: 106A845C64: from=<>, size=3673, nrcpt=1 (queue active) Jul 23 07:23:18 mail postfix/bounce[7391]: DC0DC45C61: sender non-delivery notification: 106A845C64 Jul 23 07:23:18 mail postfix/qmgr[5870]: DC0DC45C61: removed Jul 23 07:23:18 mail postfix/virtual[7390]: 106A845C64: to=, relay=virtual, delay=0.12, delays=0.06/0.01/0/0.05, dsn=2.0.0, status=sent (delivered to maildir) Jul 23 07:23:18 mail postfix/qmgr[5870]: 106A845C64: removed Jul 23 07:24:29 mail postfix/smtpd[7363]: idle timeout -- exiting Actually whole rt-mailgate entry is treated like a user. Right now i am clueless about what to do. Kindly help me in troubleshooting this issue. Regards ---------------------------------------------------------------------------------- Disclaimer: The information contained in this communication is confidential, private, proprietary, or otherwise privileged and is intended only for the use of the addressee. Unauthorized use, disclosure, distribution or copying is strictly prohibited and may be unlawful. If you have received this communication in error, please delete this message and notify the sender immediately - Samin TekMindz India Pvt. Ltd. ---------------------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Jul 23 08:59:34 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 23 Jul 2013 07:59:34 -0500 Subject: [rt-users] SOS:: many mysql processes are killing RAM, why? In-Reply-To: <51EDE70F.20503@2ndquadrant.com> References: <51EDE70F.20503@2ndquadrant.com> Message-ID: <20130723125934.GL3001@aart.rice.edu> On Tue, Jul 23, 2013 at 10:14:39AM +0800, Craig Ringer wrote: > On 07/19/2013 11:42 PM, Alex Decalli wrote: > > > > I have RT 3.8 on mysql 5.1 on ubuntu 11.04. Why do I have many mysql > > processes they are bringing down RAM. > > Quite likely you have too many Apache workers with mod_perl, or too many > fcgi workers if you're using fcgi. > > You will need to limit the number of concurrent RT workers - assuming > that the MySQL workers are even being used by RT, which we don't know > based on the information you have provided. > > Alternately, you can put a *connection pool* in place between RT and the > database. If you were using PostgreSQL I would advise you to use > PgBouncer in transaction pooling mode, but I cannot offer much advice > for MySQL. I'm sure there's a similar pooling proxy. > > This sort of question is probably better suited to Serverfault.com than > the RT list. BTW, text output is usually way more useful than > screenshots; eg "top -b -n 1". > Hi Alex, I will second Craig's suggestion about a connection pooler. We use fcgi/pgbouncer with PostgreSQL here and it works well. The only difference is that we use "session" mode and not "transaction" mode with pgbouncer. We had cases of ticket updates being interspersed. Maybe it was a local configuration problem but changing to "session" mode fixed it. Regards, Ken From falcone at bestpractical.com Tue Jul 23 09:00:51 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Jul 2013 09:00:51 -0400 Subject: [rt-users] Notifications are sent before status and custom field changes are applied? In-Reply-To: <51EE3741.2000803@2ndquadrant.com> References: <51EE3741.2000803@2ndquadrant.com> Message-ID: <20130723130051.GF22003@jibsheet.com> On Tue, Jul 23, 2013 at 03:56:49PM +0800, Craig Ringer wrote: > Do any of the other RT users here know of a reason *not* to use > TransactionBatch for sending email notifications? TransactionBatch Scrips do not show up in the Preview Scrips UI, so you'll be unable to squelch users either at the Ticket or Transaction level. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jul 23 09:06:13 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Jul 2013 09:06:13 -0400 Subject: [rt-users] RSS feed customization In-Reply-To: <51EDD903.8030906@gmail.com> References: <51EDD903.8030906@gmail.com> Message-ID: <20130723130613.GG22003@jibsheet.com> On Mon, Jul 22, 2013 at 06:14:43PM -0700, S P wrote: > Is there a way to include the queue name in the RSS feed of a saved > search (or add it to the title or subject)? The directions at > http://requesttracker.wikia.com/wiki/RssFeed reference adding > strings to the dc hash, but the Results.rdf file distributed with > 4.0.8 doesn't contain a dc hash section (and doesn't contain much, > in contrast to the Results.rdf file in 3.x) There is no configuration of that code, just local overlays. As you say, in 4.0 that file is very short: <& /Search/Elements/ResultsRSSView, %ARGS &> That loads and runs the specified mason component (since the same code is used from 2 different places). If you're going to be making changes to RT, it's worth reviewing documentation on how Mason works. http://www.masonbook.com/ -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From tim at marchex.com Tue Jul 23 10:32:29 2013 From: tim at marchex.com (Tim Wiley) Date: Tue, 23 Jul 2013 07:32:29 -0700 Subject: [rt-users] rt-mailgate issue with postfix In-Reply-To: <51EE6EBA.9040608@tekmindz.com> References: <51EE6EBA.9040608@tekmindz.com> Message-ID: <51EE93FD.2030508@marchex.com> On 07/23/2013 04:53 AM, Rajat toshniwal wrote: > Hi Folks > > We have just installed RT4.0.13 in our environment. Our foremost > requirement is ticket creation via email. In our setup we already have > postfix running on separate server. > On RT we are having exim which is acting as relay server and using > postfix mail server as master. > Now I want to integrate my RT server with that mailbox. > In order to do that I installed rt-mailgate on my mail server and > created below mentioned entries in /etc/aliases > > *rt-database: "|/opt/rt4/bin/rt-mailgate --queue database > --action correspond --url http://rt.xyz.com/" > rt-database-comment: "|/opt/rt4/bin/rt-mailgate --queue database > --action comment --url http://rt.xyz.com/" > * > I have database queue configured on my RT box with the above mentioned > email-address. I have also given create-ticket rights to everyone. > Both the email-ids rt-database at gml.com and rt-database-comment at gml.com > are configured on my AD. > > But whenever i am trying to create ticket, I get the below mentioned > error from mail.log > > Jul 23 07:23:17 mail postfix/smtpd[7389]: connect from localhost[127.0.0.1] > Jul 23 07:23:17 mail postfix/smtpd[7389]: DC0DC45C61: > client=localhost[127.0.0.1] > Jul 23 07:23:17 mail postfix/cleanup[7369]: DC0DC45C61: > message-id= > Jul 23 07:23:17 mail postfix/qmgr[5870]: DC0DC45C61: > from=, size=1448, nrcpt=1 (queue active) > Jul 23 07:23:17 mail postfix/smtpd[7389]: disconnect from > localhost[127.0.0.1] > Jul 23 07:23:17 mail amavis[5064]: (05064-04) Passed CLEAN, > [192.168.10.24] -> <"|/opt/rt4/bin/rt-mailgate --queue > database --action correspond --url http://rt.tekmindz.com/"@gml.com>, > Message-ID: , mail_id: qXkzuLb1TZ4M, Hits: -1, > size: 854, queued_as: DC0DC45C61, 28311 ms > Jul 23 07:23:17 mail postfix/smtp[7386]: 8553245C65: > to=<|/opt/rt4/bin/rt-mailgate --queue database --action correspond --url > http://rt.tekmindz.com/@gml.com>, relay=127.0.0.1[127.0.0.1]:10024, > delay=28, delays=0.11/0.03/0.01/28, dsn=2.0.0, status=sent (250 2.0.0 > Ok, id=05064-04, from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as > DC0DC45C61) > Jul 23 07:23:17 mail postfix/qmgr[5870]: 8553245C65: removed > Jul 23 07:23:18 mail postfix/virtual[7390]: DC0DC45C61: > to=<|/opt/rt4/bin/rt-mailgate --queue database --action correspond --url > http://rt.tekmindz.com/@gml.com>, relay=virtual, delay=0.17, > delays=0.06/0.05/0/0.06, dsn=5.1.1, status=bounced (unknown user: > "|/opt/rt4/bin/rt-mailgate --queue database --action correspond --url > http://rt.tekmindz.com/@gml.com") > Jul 23 07:23:18 mail postfix/cleanup[7369]: 106A845C64: > message-id=<20130723112318.106A845C64 at mail.gml.com> > Jul 23 07:23:18 mail postfix/qmgr[5870]: 106A845C64: from=<>, size=3673, > nrcpt=1 (queue active) > Jul 23 07:23:18 mail postfix/bounce[7391]: DC0DC45C61: sender > non-delivery notification: 106A845C64 > Jul 23 07:23:18 mail postfix/qmgr[5870]: DC0DC45C61: removed > Jul 23 07:23:18 mail postfix/virtual[7390]: 106A845C64: > to=, relay=virtual, delay=0.12, delays=0.06/0.01/0/0.05, > dsn=2.0.0, status=sent (delivered to maildir) > Jul 23 07:23:18 mail postfix/qmgr[5870]: 106A845C64: removed > Jul 23 07:24:29 mail postfix/smtpd[7363]: idle timeout -- exiting > > Actually whole rt-mailgate entry is treated like a user. Right now i am > clueless about what to do. > Kindly help me in troubleshooting this issue. > > Regards You didn't post your exim.conf, so I'm pretty much stabbing in the dark, but my guess is a lack of address_pipe transport configuration. That said, if your postfix machine is only used for routing to/from the RT machine, you may want to consider eliminating that machine & running postfix on your RT box. And even if your postfix box is used for other things, you may want to consider using postfix on your RT box as well to eliminate the confusion of running 2 different MTAs. From Kendric.Beachey at garmin.com Tue Jul 23 11:35:20 2013 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Tue, 23 Jul 2013 15:35:20 +0000 Subject: [rt-users] Looking at upgrading 3.6.5 to latest Message-ID: <074C3AE4E206DC478AB4FA128B97914116845AAD@OLAWPA-EXMB05.ad.garmin.com> Hi everyone, I'm investigating what will be necessary to do an upgrade from our installation of RT 3.6.5 to the latest version. Currently installed versions of some items we are not looking to upgrade...are we safe here? * mysql 5.0.51a * perl 5.8.8 * Ubuntu 8.04 (yes, I know that's way old) * haven't been using CPAN, but instead pulling in needed modules from Ubuntu repo That last bit was at the sysadmin's request. What's the general opinion on whether that's a good way to go? Our RT is not exposed to the general internet; only our internal network, so I'm hoping the age of the Ubuntu distro isn't too much of a problem. But I can talk to the sysamin about upgrading it first if it seems like a really bad idea to stick with 8.04. Finally...I'm looking at the README files on the BP site and I have a question about the UPGRADING.mysql file. The first step seems to apply only if you're not upgrading mysql itself. Are there other steps in that document that are also not necessary if mysql isn't being upgraded? It's kind of hard to tell. Thanks! -- Kendric Beachey ________________________________ CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you. From falcone at bestpractical.com Tue Jul 23 11:44:40 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Jul 2013 11:44:40 -0400 Subject: [rt-users] Looking at upgrading 3.6.5 to latest In-Reply-To: <074C3AE4E206DC478AB4FA128B97914116845AAD@OLAWPA-EXMB05.ad.garmin.com> References: <074C3AE4E206DC478AB4FA128B97914116845AAD@OLAWPA-EXMB05.ad.garmin.com> Message-ID: <20130723154440.GH22003@jibsheet.com> On Tue, Jul 23, 2013 at 03:35:20PM +0000, Beachey, Kendric wrote: > I'm investigating what will be necessary to do an upgrade from our installation of RT 3.6.5 to the latest version. > > Currently installed versions of some items we are not looking to upgrade...are we safe here? > > * mysql 5.0.51a > * perl 5.8.8 > * Ubuntu 8.04 (yes, I know that's way old) > * haven't been using CPAN, but instead pulling in needed modules from Ubuntu repo > > That last bit was at the sysadmin's request. What's the general opinion on whether that's a good way to go? You can build your own standalone perl without touching the system perl using something like perlbrew http://perlbrew.pl If you're planning to upgrade in-place, keep in mind that the UPGRADING.mysql step (more below) generally takes a while. We almost always recommend working on a new machine or VM for a larger upgrade. It allows you to test the upgrade and find out how much downtime you're going to need. > Finally...I'm looking at the README files on the BP site and I have a > question about the UPGRADING.mysql file. The first step seems to apply > only if you're not upgrading mysql itself. Are there other steps in > that document that are also not necessary if mysql isn't being > upgraded? It's kind of hard to tell. If you're planning to upgrade in-place on that mysql, then you do not need to dump and restore, but I'd make *really* sure that my backups were sound before doing so. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From scott.dalzell at aveva.com Tue Jul 23 12:19:04 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Tue, 23 Jul 2013 09:19:04 -0700 (PDT) Subject: [rt-users] Error when sending or reciving mail (fork::abort: address space needed by xxx) Message-ID: <1374596344200-54702.post@n7.nabble.com> Hi Guy i am running RT4.0.12 using a mysql 5.6.10 under cygwin 2.774 and i am having a major issue When i try and and reply to a ticket or create a ticket via email i get the following in the error.log ---log file--- [Tue Jul 23 16:51:49 2013] [error] (11)Resource temporarily unavailable: fork: Unable to fork new process [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:50 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:51 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 15:51:51 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 378) line 2. ((eval 378):2) [Tue Jul 23 16:51:51 2013] [warn] FastCGI: (dynamic) server "/opt/rt4/sbin/rt-server.fcgi" started (pid 408) [Tue Jul 23 15:52:05 2013] [info]: #16552/15723 - Scrip 28 Notify Admin user - Reply (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [Tue Jul 23 15:52:05 2013] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [Tue Jul 23 15:52:05 2013] [info]: #16552/15723 - Scrip 52 Notify user - Reply (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [Tue Jul 23 15:52:05 2013] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [Tue Jul 23 15:52:05 2013] [info]: #16552/15723 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [Tue Jul 23 15:52:05 2013] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [Tue Jul 23 15:52:05 2013] [info]: #16552/15723 - Scrip 7 On Correspond Notify Other Recipients (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [Tue Jul 23 15:52:05 2013] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [Tue Jul 23 15:52:05 2013] [info]: #16552/15723 - Scrip 6 On Correspond Notify Requestors and Ccs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) 2 [main] perl 1952 child_info_fork::abort: address space needed by 'cygcrypto-1.0.0.dll' (0x410000) is already occupied [Tue Jul 23 15:52:05 2013] [critical]: : Could not send mail with command `/opt/rt4/etc/msmtp_wrapper -oi -t -ODeliveryMode=b -OErrorMode=m -f lfm.test at aveva.com`: open2: fork failed: Resource temporarily unavailable at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 474. Stack: [/usr/lib/perl5/site_perl/5.14/Carp.pm:100] [/usr/lib/perl5/5.14/IPC/Open3.pm:154] [/usr/lib/perl5/5.14/IPC/Open3.pm:242] [/usr/lib/perl5/5.14/IPC/Open2.pm:117] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:474] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:292] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:114] [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232] [/opt/rt4/sbin/../lib/RT/Scrip.pm:475] [/opt/rt4/sbin/../lib/RT/Scrips.pm:188] [/opt/rt4/sbin/../lib/RT/Transaction.pm:201] [/opt/rt4/sbin/../lib/RT/Record.pm:1504] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2297] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2193] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2019] [/opt/rt4/share/html/Ticket/Display.html:164] [/opt/rt4/share/html/Ticket/Update.html:300] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:491) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:08 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:09 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) [Tue Jul 23 15:52:09 2013] [warning]: Use of uninitialized value $_[2] in join or string at (eval 562) line 2. ((eval 562):2) 2 [main] httpd2 3000 child_info_fork::abort: address space needed by 'mod_dav.so' (0x410000) is already occupied [Tue Jul 23 16:52:20 2013] [error] (11)Resource temporarily unavailable: fork: Unable to fork new proces ---log file end--- this all started to happen when i added in a set of new queues. i have removed the queues but the error persists. i have done some research and rebasing might be the answer. if this is the case how to i rebase and will it effect my mysql database? thank you in advance scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/Error-when-sending-or-reciving-mail-fork-abort-address-space-needed-by-xxx-tp54702.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From landonstewart at gmail.com Tue Jul 23 14:05:23 2013 From: landonstewart at gmail.com (Landon) Date: Tue, 23 Jul 2013 11:05:23 -0700 Subject: [rt-users] Sending a templated correspondence to a corresponded for tickets not updated by the correspondent for X hours Message-ID: Hello, I thought this would be kinda easy but it's proving to be quite difficult. My problem is 2 parts: *1) * I've tried writing a custom condition for rt-crontool to find tickets that were: - last updated by the owner - not updated in X hours (like 24 hours) Since rt-crontool doesn't know who __CurrentOwner__ is it makes it hard to use a query like I would in the RT Interface. Presumably there might be some way to see if the last update was a privileged RT user but was done more than X hours ago. Queue = 'Investigations' AND Status = 'open' AND LastUpdatedBy = '__CurrentUser__' AND Owner = '__CurrentUser__' AND LastUpdated < '24 hours ago' Basically I want to nag customers to update the ticket if they haven't updated it after 24 hours and then 36 hours. If they still haven't updated it after 48 hours I want do something like set the priority to 100 or something so I can see what tickets are not being updated so their accounts can be suspended or something in accordance with our policies. *2) * I also need help understanding the usage for the SendEmail action. I read an rt-users mailinglist post from a while ago about it but there's a mix of other stuff about RecordComment in there etc which doesn't really apply here. I've also been reading http://bestpractical.com/docs/rt/4.0/RT/Action/SendEmail.html but I'm unclear on what the Blue bolded sections are - are those methods? How does one use this in another Action script? Examples would be awesome if any exist. -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From frontcam at me.com Tue Jul 23 16:58:15 2013 From: frontcam at me.com (window camera) Date: Tue, 23 Jul 2013 20:58:15 +0000 (GMT) Subject: [rt-users] Error when adding user to RT 4 (email exists) Message-ID: <6d811e66-50cb-4453-babc-f01dc6dfce27@me.com> Hello All I've tried to add a person in our RT, but it says "email already in use", and doesn't let me create the new user.I query everything I can find, but nothing comes up.? Obviously this is a user who doesn't have an account yet, but was included in one of the ticket emails. However, I'm unclear how to run a query for a "non privileged" user. (And the RT Essentials book doesn't reveal how because it's for a much older version). Any ideas how I might resolve this issue? Thank you! Rick -------------- next part -------------- An HTML attachment was scrubbed... URL: From frontcam at me.com Tue Jul 23 17:31:59 2013 From: frontcam at me.com (window camera) Date: Tue, 23 Jul 2013 21:31:59 +0000 (GMT) Subject: [rt-users] Error when adding user to RT 4 (email exists) In-Reply-To: <074C3AE4E206DC478AB4FA128B979141168461FF@OLAWPA-EXMB05.ad.garmin.com> Message-ID: <4a354564-008f-466e-ac1d-d4a921c0b956@me.com> Thanks. Unfortunately there is nothing like that in the latest RT version. Plus, this is an unprivileged user, so it probably wouldn't show up anyway. Not sure.? Strange though that I just can't get beyond this issue... Thanks! On Jul 23, 2013, at 05:16 PM, "Beachey, Kendric" wrote: Hi Rick, ? It?s possible things have changed since the version of RT we?re running (3.6.5) but I do searches like this from the web interface, with the magic box checked... ? HTH, ? Kendric Beachey ? ? ? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of window camera Sent: Tuesday, July 23, 2013 3:58 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Error when adding user to RT 4 (email exists) ? Hello All ? I've tried to add a person in our RT, but it says "email already in use", and doesn't let me create the new user.I query everything I can find, but nothing comes up.? ? Obviously this is a user who doesn't have an account yet, but was included in one of the ticket emails. However, I'm unclear how to run a query for a "non privileged" user. (And the RT Essentials book doesn't reveal how because it's for a much older version). ? Any ideas how I might resolve this issue? ? Thank you! ? Rick ? CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Kendric.Beachey at garmin.com Tue Jul 23 17:16:07 2013 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Tue, 23 Jul 2013 21:16:07 +0000 Subject: [rt-users] Error when adding user to RT 4 (email exists) In-Reply-To: <6d811e66-50cb-4453-babc-f01dc6dfce27@me.com> References: <6d811e66-50cb-4453-babc-f01dc6dfce27@me.com> Message-ID: <074C3AE4E206DC478AB4FA128B979141168461FF@OLAWPA-EXMB05.ad.garmin.com> Hi Rick, It's possible things have changed since the version of RT we're running (3.6.5) but I do searches like this from the web interface, with the magic box checked... [rt.search.for.disabled.users.png] HTH, Kendric Beachey From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of window camera Sent: Tuesday, July 23, 2013 3:58 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Error when adding user to RT 4 (email exists) Hello All I've tried to add a person in our RT, but it says "email already in use", and doesn't let me create the new user.I query everything I can find, but nothing comes up. Obviously this is a user who doesn't have an account yet, but was included in one of the ticket emails. However, I'm unclear how to run a query for a "non privileged" user. (And the RT Essentials book doesn't reveal how because it's for a much older version). Any ideas how I might resolve this issue? Thank you! Rick ________________________________ CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 7606 bytes Desc: image001.png URL: From trs at bestpractical.com Tue Jul 23 17:43:56 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 23 Jul 2013 14:43:56 -0700 Subject: [rt-users] Error when adding user to RT 4 (email exists) In-Reply-To: <4a354564-008f-466e-ac1d-d4a921c0b956@me.com> References: <4a354564-008f-466e-ac1d-d4a921c0b956@me.com> Message-ID: <51EEF91C.9030600@bestpractical.com> On 07/23/2013 02:31 PM, window camera wrote: > Thanks. Unfortunately there is nothing like that in the latest RT > version. Plus, this is an unprivileged user, so it probably wouldn't > show up anyway. Not sure. Tools -> Configuration -> Users The search form shows up there. Unprivileged users are shown in user searches, but not when you first load the page (since there are often thousands of unprivileged users). From trs at bestpractical.com Tue Jul 23 18:13:13 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 23 Jul 2013 15:13:13 -0700 Subject: [rt-users] Error when sending or reciving mail (fork::abort: address space needed by xxx) In-Reply-To: <1374596344200-54702.post@n7.nabble.com> References: <1374596344200-54702.post@n7.nabble.com> Message-ID: <51EEFFF9.9000109@bestpractical.com> On 07/23/2013 09:19 AM, scott.dalzell wrote: > Hi Guy > > i am running RT4.0.12 using a mysql 5.6.10 under cygwin 2.774 and i am > having a major issue It's rather brave to use Cygwin for a production RT instance. > When i try and and reply to a ticket or create a ticket via email i get the > following in the error.log > > ---log file--- > > [Tue Jul 23 16:51:49 2013] [error] (11)Resource temporarily unavailable: > fork: Unable to fork new process [snip] > 2 [main] perl 1952 child_info_fork::abort: address space needed by > 'cygcrypto-1.0.0.dll' (0x410000) is already occupied > [Tue Jul 23 15:52:05 2013] [critical]: > : Could not send > mail with command `/opt/rt4/etc/msmtp_wrapper -oi -t -ODeliveryMode=b > -OErrorMode=m -f lfm.test at aveva.com`: open2: fork failed: Resource > temporarily unavailable at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line > 474. Your server is running out of memory, likely because the maximum memory usages of MySQL and Apache aren't properly configured to coexist peacefully within the limits of your server. Most people install Apache and MySQL without tuning them, and then eventually run into problems like this. You should read about how to tune Apache and MySQL. Starting with mysqltuner.pl is a good start, but nothing will do this automatically for you. You'll need to manually make changes. > this all started to happen when i added in a set of new queues. i have > removed the queues but the error persists. The new queues have nothing in particular to do with it. > i have done some research and rebasing might be the answer. > > if this is the case how to i rebase and will it effect my mysql database? Whatever research you did was mistaken or misleading. "Rebasing" has nothing to do with MySQL. It is a concept in git, a source code management tool, used during development. You don't need to worry about rebasing. From craig at 2ndquadrant.com Wed Jul 24 00:14:10 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Wed, 24 Jul 2013 12:14:10 +0800 Subject: [rt-users] Notifications are sent before status and custom field changes are applied? In-Reply-To: <20130723130051.GF22003@jibsheet.com> References: <51EE3741.2000803@2ndquadrant.com> <20130723130051.GF22003@jibsheet.com> Message-ID: <51EF5492.5070502@2ndquadrant.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 07/23/2013 09:00 PM, Kevin Falcone wrote: > On Tue, Jul 23, 2013 at 03:56:49PM +0800, Craig Ringer wrote: >> Do any of the other RT users here know of a reason *not* to use >> TransactionBatch for sending email notifications? > > TransactionBatch Scrips do not show up in the Preview Scrips UI, > so you'll be unable to squelch users either at the Ticket or > Transaction level. Thanks for the tip. I don't think that matters much for my particular use, but it's good to have on record here for others who're trying to find out about the same issue later. Would you be potentially inclined to accept a patch that recorded the message *after* the status and other attribute changes - or would that be too likely to break other things? - -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.13 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iQEcBAEBAgAGBQJR71SSAAoJELBXNkqjr+S2QLMH/0VqQAig1efaAJJilkFh+4RF HvHcIbpSsWlR2GduZaJvyoCqdtU6Ifc/fV3IbPC3fOfCl/2p0r+spq+NnYJaKJV9 of9ENB/HJB5Gye/ihR1FFDloZleKDm/WtqenVeZaykAMVwwPQwszJrMjj4hjhq80 dO/J6RHGeJVMbxMRyDz9FmdSSbyTQ9m+mHquCZOkHjFbHJUVm2V44Zp0Jlgpu5r7 MfMRpfgZVt7wHi/6AlJqYDci8NGnzbRz+py4LHf5poMp2rstSqCqYfsgq2kqKxO1 sSKddyAt+LjxYShBzzLkhaCG+3bEJkbS0cymm3InAHR3OoXDq9I6pgxEt+3bTIo= =adr/ -----END PGP SIGNATURE----- From kenn.crocker at gmail.com Wed Jul 24 01:02:23 2013 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 23 Jul 2013 22:02:23 -0700 Subject: [rt-users] RT on MAC Message-ID: I have an IMAC with Windows 7 running on "Parallels". Is it possible to install RT into that environment? If so, what are the system requirements and do you have a good set of installation instructions for this> Thank you. Kenn -------------- next part -------------- An HTML attachment was scrubbed... URL: From craig at 2ndquadrant.com Wed Jul 24 04:13:44 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Wed, 24 Jul 2013 16:13:44 +0800 Subject: [rt-users] RT on MAC In-Reply-To: References: Message-ID: <51EF8CB8.9020007@2ndquadrant.com> On 07/24/2013 01:02 PM, Kenneth Crocker wrote: > I have an IMAC with Windows 7 running on "Parallels". Is it possible to > install RT into that environment? If so, what are the system > requirements and do you have a good set of installation instructions for > this If your iMac is running a vaguely recent version of Mac OS X then RT should be fairly easy to install natively on your mac. See the Mac OS X section of http://requesttracker.wikia.com/wiki/InstallationGuides for hints, but be aware that these guides are unofficial and may be outdated. The official documentation here: http://bestpractical.com/docs/rt/4.0/ is probably the best starting point. Make sure you have a suitable Perl version installed, download unpack the RT source code, run "make fixdeps" to make sure you have appropriate Perl modules, and generally follow the install guide. As far as I know the RT server its self doesn't run on Windows. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From Robin.Weiss at brd.nrw.de Wed Jul 24 10:06:42 2013 From: Robin.Weiss at brd.nrw.de (Weiss, Robin) Date: Wed, 24 Jul 2013 14:06:42 +0000 Subject: [rt-users] Warnings in log files after update to 4.0.13 Message-ID: <98416195-3139-4CF1-9390-B2B16222FCE4@brd.nrw.de> Hi ! We updated RT to 4.0.13, everything works, but there are now warnings in the log files. For example: Jul 24 15:22:19 rt RT: Use of uninitialized value in string eq at (eval 1895) line 1. ((eval 1895):1) Jul 24 15:22:19 rt RT: Use of uninitialized value in string eq at (eval 1926) line 1. ((eval 1926):1) Jul 24 15:22:28 rt RT: Use of uninitialized value in string eq at (eval 1882) line 1. ((eval 1882):1) Jul 24 15:22:28 rt RT: Use of uninitialized value in string eq at (eval 1913) line 1. ((eval 1913):1) Jul 24 15:22:33 rt RT: Use of uninitialized value in string eq at (eval 1946) line 1. ((eval 1946):1) Perl is not our native language ;-) , so maybe someone can help me where to look for the problem. Thx. Greets Robin From gpitman at gmail.com Wed Jul 24 10:17:41 2013 From: gpitman at gmail.com (G.Pitman) Date: Wed, 24 Jul 2013 10:17:41 -0400 Subject: [rt-users] Auto reply only working on one queue despite being global Message-ID: I have received complaints that several of our queues are not sending auto replies on ticket creation. We run a pretty vanilla install of RT 4.0.7 on Ubuntu. I am seeing log messages like this when the autoreplies do not work: [Mon Jul 22 20:45:41 2013] [debug]: Converting 'iso-8859-1' to 'utf-8' for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:233) [Mon Jul 22 20:45:41 2013] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:467) [Mon Jul 22 20:45:41 2013] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:467) [Mon Jul 22 20:45:41 2013] [debug]: Mail from user #8321 ( gpitman at rec.ri.cmu.edu) (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:79) [Mon Jul 22 20:45:41 2013] [debug]: About to think about scrips for transaction #384368 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Mon Jul 22 20:45:41 2013] [debug]: About to think about scrips for transaction #384369 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Mon Jul 22 20:45:41 2013] [debug]: About to think about scrips for transaction #384370 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Mon Jul 22 20:45:41 2013] [debug]: About to think about scrips for transaction #384371 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Mon Jul 22 20:45:41 2013] [debug]: About to think about scrips for transaction #384372 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Mon Jul 22 20:45:41 2013] [debug]: About to prepare scrips for transaction #384372 (/opt/rt4/sbin/../lib/RT/Transaction.pm:177) [Mon Jul 22 20:45:41 2013] [debug]: Found 5 scrips for TransactionCreate stage with applicable type(s) Create for txn #384372 on ticket #23536 (/opt/rt4/sbin/../lib/RT/Scrips.pm:377) [Mon Jul 22 20:45:41 2013] [error]: Template parsing error: RT::Queue::Tag Unimplemented in Text::Template::GEN58. (template line 12) Stack: [/opt/rt4/sbin/../local/lib/DBIx/SearchBuilder/Record.pm:494] [template:12] [/opt/rt4/sbin/../lib/RT/Template.pm:478] [/opt/rt4/sbin/../lib/RT/Template.pm:434] [/opt/rt4/sbin/../lib/RT/Template.pm:363] [/opt/rt4/sbin/../lib/RT/Template.pm:343] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:154] [/opt/rt4/sbin/../lib/RT/Action/Autoreply.pm:66] [/opt/rt4/sbin/../lib/RT/ScripAction.pm:226] [/opt/rt4/sbin/../lib/RT/Scrip.pm:448] [/opt/rt4/sbin/../lib/RT/Scrips.pm:234] [/opt/rt4/sbin/../lib/RT/Transaction.pm:179] [/opt/rt4/sbin/../lib/RT/Record.pm:1461] [/opt/rt4/sbin/../lib/RT/Ticket.pm:676] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1530] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Template.pm:473) [Mon Jul 22 20:45:41 2013] [debug]: Skipping Scrip #2 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:237) [Mon Jul 22 20:45:41 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [OPS #23536] test (/opt/rt4/sbin/../lib/RT/I18N.pm:233) [Mon Jul 22 20:45:41 2013] [debug]: Skipping Scrip #15 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Jul 22 20:45:41 2013] [debug]: About to commit scrips for transaction #384372 (/opt/rt4/sbin/../lib/RT/Transaction.pm:200) [Mon Jul 22 20:45:41 2013] [debug]: Committing scrip #3 on txn #384372 of ticket #23536 (/opt/rt4/sbin/../lib/RT/Scrips.pm:182) [Mon Jul 22 20:45:41 2013] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x915ab38), id 384372 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:644) [Mon Jul 22 20:45:41 2013] [debug]: Working on mailfield To; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660) We do use the "Subject Tag" in all our queues if that is what the "Template parsing error: RT::Queue::Tag Unimplemented" line is complaining about. I also have added a autoreply scrip to just one queue and it fails with the same messages as above. I would like advise on how to troubleshoot this problem. -------------- next part -------------- An HTML attachment was scrubbed... URL: From andy.law at roslin.ed.ac.uk Wed Jul 24 10:37:58 2013 From: andy.law at roslin.ed.ac.uk (LAW Andy) Date: Wed, 24 Jul 2013 15:37:58 +0100 Subject: [rt-users] blah.blah@foo.com is an address RT receives mail at Message-ID: Just noticed that if I try to create a ticket with a particular "client" as requestor, I get the message that this is the RT email address and that I will create a mail loop. This most certainly is NOT the RT correspondence address. I see a couple of previous threads mentioning this, but no obvious resolution. Any clues or pointers as got how to fix this apparent configuration problem? Later, Andy -------- Yada, yada, yada... Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender. -- The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. From scott.dalzell at aveva.com Wed Jul 24 11:11:57 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Wed, 24 Jul 2013 08:11:57 -0700 (PDT) Subject: [rt-users] Error when sending or reciving mail (fork::abort: address space needed by xxx) In-Reply-To: <51EEFFF9.9000109@bestpractical.com> References: <1374596344200-54702.post@n7.nabble.com> <51EEFFF9.9000109@bestpractical.com> Message-ID: <1374678717383-54715.post@n7.nabble.com> Thanks Thomas I think this has put me on the right track. i found and tweeked the mysqltuner.pl to run on mysql database (needed the host ip address to login into mysql) This suggested that i increase afew max table/cache values to optimize my database. i then Optimized all my databases and increase the Virtual memory on the machine This has resulted in me being able to send emails from RT again (yeah!), but the (fork::abort: address space needed by xxx) errors are still sometimes appearing in the error.log but as of yet have not caused any more disruption knowing that this will be a ticking time bomb if i leave it in this state, Do you have any advice on how to tune Apache? Is there an equivalent 'Apachetuner.pl' that you know of as the mysqltuner.pl was very handly for a beginner like me -- View this message in context: http://requesttracker.8502.n7.nabble.com/Error-when-sending-or-reciving-mail-fork-abort-address-space-needed-by-xxx-tp54702p54715.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From sszretter at hotmail.com Wed Jul 24 11:28:42 2013 From: sszretter at hotmail.com (SSzretter) Date: Wed, 24 Jul 2013 11:28:42 -0400 Subject: [rt-users] asset tracker config In-Reply-To: <524815224EA2F649982D6A7BCD53BDFE21633F86@DCEEXMBX04.ger.win.int.kn> References: <524815224EA2F649982D6A7BCD53BDFE21633F86@DCEEXMBX04.ger.win.int.kn> Message-ID: So I do believe it's a permissions issue, but I cant find it. If I log in as root, the asset drop down in the upper right works, and two asset types are there. However, as a normal privileged user logs in, there are no types. I have gone to select types, group rights, and for system and roles, set ALL the permissions (everyone, priv, etc)! I also set the user defined groups for the groups I have, still nothing under the asset type drop down... what am I missing? Thanks. 2013/7/17 Brumm, Torsten / Kuehne + Nagel / Ham GI-ID : > Asset Types are mainly the same like Queues inside RT, you can/must give propper Rights also to Asset Types that users can work. > > Torsten > > -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von SSzretter > Gesendet: Dienstag, 16. Juli 2013 14:07 > An: rt-users at lists.bestpractical.com > Betreff: [rt-users] asset tracker config > > Is there any documentation for Asset Tracker? I managed to get it > installed (via apt-get and added to my siteconfig plugins 'set'). It > shows up now, but the end users do not see any asset types in the drop > down for 'create asset'. I am guessing it's a rights/permissions > issue, but I added some rights to the type for the user groups (see type and a few others), and still nothing in the drop down. > > Are there any docs, or can someone explain what I need to do to make the types appear for people? > > Thanks! > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Holger Ketz (Stellv.), Jan-Hendrik K?stergarten (Stellv.), Bruno Mang, Christian Marnett?, Jens Wollesen, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Karl Gernandt > > Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichen den Haftungsbeschr?nkungen von Ziffer 23 und 24 ADSp. > Den vollst?ndigen Text der ADSp ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kn-portal.com einsehen. > Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler ?bereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgef?hrten F?llen des nautischen Verschuldens oder Feuer an Bord nur f?r eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haften. From frontcam at me.com Wed Jul 24 11:55:28 2013 From: frontcam at me.com (window camera) Date: Wed, 24 Jul 2013 15:55:28 +0000 (GMT) Subject: [rt-users] Error when adding user to RT 4 (email exists) In-Reply-To: <51EEF91C.9030600@bestpractical.com> Message-ID: <0a9015a7-840b-495f-80b2-89026f8dc2e5@me.com> Thanks Thomas. This worked for me. (I'm a newbie, so just learning the ropes.) Rick On Jul 23, 2013, at 05:43 PM, Thomas Sibley wrote: On 07/23/2013 02:31 PM, window camera wrote: Thanks. Unfortunately there is nothing like that in the latest RT version. Plus, this is an unprivileged user, so it probably wouldn't show up anyway. Not sure. Tools -> Configuration -> Users The search form shows up there. Unprivileged users are shown in user searches, but not when you first load the page (since there are often thousands of unprivileged users). -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Jul 24 12:49:37 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 24 Jul 2013 09:49:37 -0700 Subject: [rt-users] Notifications are sent before status and custom field changes are applied? In-Reply-To: <51EE3741.2000803@2ndquadrant.com> References: <51EE3741.2000803@2ndquadrant.com> Message-ID: <51F005A1.3010603@bestpractical.com> On 07/23/2013 12:56 AM, Craig Ringer wrote: > Do any of the other RT users here know of a reason *not* to use > TransactionBatch for sending email notifications? Be wary of $self->TransactionObj in TransactionBatch scrips; it isn't guaranteed to be the transaction that matched the scrip condition but merely the first transaction in the batch. You can use $self->TicketObj->TransactionBatch to get an arrayref of transaction objects. From rick at hiranyaloka.com Wed Jul 24 13:06:16 2013 From: rick at hiranyaloka.com (rick at hiranyaloka.com) Date: Wed, 24 Jul 2013 10:06:16 -0700 Subject: [rt-users] asset tracker config In-Reply-To: References: <524815224EA2F649982D6A7BCD53BDFE21633F86@DCEEXMBX04.ger.win.int.kn> Message-ID: <11515d47e6207b6134ea8acb876d0344.squirrel@webmail.hiranyaloka.com> > So I do believe it's a permissions issue, but I cant find it. If I > log in as root, the asset drop down in the upper right works, and two > asset types are there. However, as a normal privileged user logs in, > there are no types. I have gone to select types, group rights, and > for system and roles, set ALL the permissions (everyone, priv, etc)! > I also set the user defined groups for the groups I have, still > nothing under the asset type drop down... what am I missing? I found some old (2007) Asset Tracker documentation here, not sure if it will help: http://www.sgsosu.net/nmetro/Docs/ - Rick Bychowski From jamiguel77 at hotmail.com Wed Jul 24 14:31:46 2013 From: jamiguel77 at hotmail.com (J.A.M. E.A.) Date: Wed, 24 Jul 2013 15:31:46 -0300 Subject: [rt-users] An internal RT error has occurred. Your administrator can find more details in RT's log files. In-Reply-To: References: Message-ID: An internal RT error has occurred. Your administrator can find more details in RT's log files. I don't know how ti fix these eror. I think need specify the userDB/passDB/DBName fo rt, but not know if accesing my site: http://172.27.12.37/rt I can configure... thanks.... here my log file: [Wed Jul 24 17:36:54 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:36:54 2013] [warning]: RT::Handle=HASH(0x7f184b1d9ed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f184b1d9ed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7f184b1d9f00)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7f184b1d9f00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7f184b1d9f00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7f184b1d9f00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7f184b1d9f00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7f184b1d9f00)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/libexec/rt-server line 100 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:36:54 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:36:54 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:36:54 2013] [warning]: RT::Handle=HASH(0x7f184b1d9ed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f184b1d9ed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7f184c5840a8)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7f184c5840a8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7f184c5840a8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7f184c5840a8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7f184c5840a8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7f184c5840a8)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/lib/RT.pm line 680 RT::InstallMode('RT', 1) called at /usr/share/request-tracker4/libexec/rt-server line 129 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:36:54 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:36:55 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:36:55 2013] [warning]: RT::Handle=HASH(0x7fd3835f1ed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fd3835f1ed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7fd3835f1f00)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7fd3835f1f00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7fd3835f1f00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7fd3835f1f00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7fd3835f1f00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7fd3835f1f00)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/libexec/rt-server line 100 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:36:55 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:36:55 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:36:55 2013] [warning]: RT::Handle=HASH(0x7fd3835f1ed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fd3835f1ed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7fd38499c0a8)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7fd38499c0a8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7fd38499c0a8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7fd38499c0a8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7fd38499c0a8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7fd38499c0a8)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/lib/RT.pm line 680 RT::InstallMode('RT', 1) called at /usr/share/request-tracker4/libexec/rt-server line 129 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:36:55 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:36:56 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:36:56 2013] [warning]: RT::Handle=HASH(0x7f9e36c9eed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f9e36c9eed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7f9e36c9ef00)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7f9e36c9ef00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7f9e36c9ef00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7f9e36c9ef00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7f9e36c9ef00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7f9e36c9ef00)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/libexec/rt-server line 100 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:36:56 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:36:56 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:36:56 2013] [warning]: RT::Handle=HASH(0x7f9e36c9eed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f9e36c9eed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7f9e380491d8)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7f9e380491d8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7f9e380491d8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7f9e380491d8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7f9e380491d8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7f9e380491d8)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/lib/RT.pm line 680 RT::InstallMode('RT', 1) called at /usr/share/request-tracker4/libexec/rt-server line 129 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:36:56 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:36:59 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:36:59 2013] [warning]: RT::Handle=HASH(0x7f6911b1eed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f6911b1eed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7f6911b1ef00)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7f6911b1ef00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7f6911b1ef00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7f6911b1ef00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7f6911b1ef00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7f6911b1ef00)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/libexec/rt-server line 100 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:36:59 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:36:59 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:36:59 2013] [warning]: RT::Handle=HASH(0x7f6911b1eed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f6911b1eed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7f6912ec90b8)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7f6912ec90b8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7f6912ec90b8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7f6912ec90b8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7f6912ec90b8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7f6912ec90b8)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/lib/RT.pm line 680 RT::InstallMode('RT', 1) called at /usr/share/request-tracker4/libexec/rt-server line 129 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:36:59 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:37:00 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:37:00 2013] [warning]: RT::Handle=HASH(0x7f6911b0f830) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f6911b0f830)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7f6911b0f860)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7f6911b0f860)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7f6911b0f860)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7f6911b0f860)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7f6911b0f860)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7f6911b0f860)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/libexec/rt-server line 100 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:37:00 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:37:00 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:37:00 2013] [warning]: RT::Handle=HASH(0x7f6911b0f830) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f6911b0f830)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7f6914391dd8)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7f6914391dd8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7f6914391dd8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7f6914391dd8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7f6914391dd8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7f6914391dd8)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/lib/RT.pm line 680 RT::InstallMode('RT', 1) called at /usr/share/request-tracker4/libexec/rt-server line 129 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:37:00 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:40:11 2013] [warn]: The actual HTTP_HOST (172.27.12.37) does NOT match the configured WebDomain (localhost). Perhaps you should Set($WebDomain, '172.27.12.37'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1127) [Wed Jul 24 17:40:11 2013] [error]: Permission denied at /usr/share/request-tracker4/html/Install/index.html line 99. (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:210) [Wed Jul 24 17:50:23 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:50:23 2013] [warning]: RT::Handle=HASH(0x7fc45ab11ed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fc45ab11ed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7fc45ab11f00)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7fc45ab11f00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7fc45ab11f00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7fc45ab11f00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7fc45ab11f00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7fc45ab11f00)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/libexec/rt-server line 100 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:50:23 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:50:23 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:50:23 2013] [warning]: RT::Handle=HASH(0x7fc45ab11ed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fc45ab11ed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7fc45bebc0a8)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7fc45bebc0a8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7fc45bebc0a8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7fc45bebc0a8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7fc45bebc0a8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7fc45bebc0a8)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/lib/RT.pm line 680 RT::InstallMode('RT', 1) called at /usr/share/request-tracker4/libexec/rt-server line 129 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:50:23 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:50:24 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:50:24 2013] [warning]: RT::Handle=HASH(0x7fa763ab4ed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fa763ab4ed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7fa763ab4f00)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7fa763ab4f00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7fa763ab4f00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7fa763ab4f00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7fa763ab4f00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7fa763ab4f00)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/libexec/rt-server line 100 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:50:24 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:50:24 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:50:24 2013] [warning]: RT::Handle=HASH(0x7fa763ab4ed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fa763ab4ed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7fa764e5f278)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7fa764e5f278)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7fa764e5f278)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7fa764e5f278)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7fa764e5f278)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7fa764e5f278)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/lib/RT.pm line 680 RT::InstallMode('RT', 1) called at /usr/share/request-tracker4/libexec/rt-server line 129 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:50:24 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:50:25 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:50:25 2013] [warning]: RT::Handle=HASH(0x7ff2c9e90ed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7ff2c9e90ed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7ff2c9e90f00)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7ff2c9e90f00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7ff2c9e90f00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7ff2c9e90f00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7ff2c9e90f00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7ff2c9e90f00)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/libexec/rt-server line 100 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:50:25 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:50:25 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:50:25 2013] [warning]: RT::Handle=HASH(0x7ff2c9e90ed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7ff2c9e90ed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7ff2cb23b108)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7ff2cb23b108)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7ff2cb23b108)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7ff2cb23b108)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7ff2cb23b108)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7ff2cb23b108)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/lib/RT.pm line 680 RT::InstallMode('RT', 1) called at /usr/share/request-tracker4/libexec/rt-server line 129 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:50:25 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:50:27 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:50:27 2013] [warning]: RT::Handle=HASH(0x7ff1acf85ed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7ff1acf85ed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7ff1acf85f00)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7ff1acf85f00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7ff1acf85f00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7ff1acf85f00)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7ff1acf85f00)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7ff1acf85f00)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/libexec/rt-server line 100 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:50:27 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:50:28 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:50:28 2013] [warning]: RT::Handle=HASH(0x7ff1acf85ed0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7ff1acf85ed0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7ff1ae330108)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7ff1ae330108)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7ff1ae330108)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7ff1ae330108)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7ff1ae330108)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7ff1ae330108)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/lib/RT.pm line 680 RT::InstallMode('RT', 1) called at /usr/share/request-tracker4/libexec/rt-server line 129 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:50:28 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:50:29 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:50:29 2013] [warning]: RT::Handle=HASH(0x7ff1acf762c0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7ff1acf762c0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7ff1acf762f0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7ff1acf762f0)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7ff1acf762f0)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7ff1acf762f0)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7ff1acf762f0)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7ff1acf762f0)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/libexec/rt-server line 100 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:50:29 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:50:29 2013] [warning]: DBD::mysql::st execute failed: No database selected at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Wed Jul 24 17:50:29 2013] [warning]: RT::Handle=HASH(0x7ff1acf762c0) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7ff1acf762c0)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x7ff1af7f96d8)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x7ff1af7f96d8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x7ff1af7f96d8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Record.pm line 363 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x7ff1af7f96d8)', 'Name', 'RT_System') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1070 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x7ff1af7f96d8)', 'Name', 'RT_System') called at /usr/share/request-tracker4/lib/RT/User.pm line 462 RT::User::Load('RT::CurrentUser=HASH(0x7ff1af7f96d8)', 'RT_System') called at /usr/share/request-tracker4/lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /usr/share/request-tracker4/lib/RT.pm line 680 RT::InstallMode('RT', 1) called at /usr/share/request-tracker4/libexec/rt-server line 129 require /usr/share/request-tracker4/libexec/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fusr_2fshare_2frequest_2dtracker4_2flibexec_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/usr/share/request-tracker4/libexec/rt-server') called at /etc/request-tracker4/apache2-modperl2.conf line 37 eval 'package Apache2::ReadConfig::etc::request_tracker4::apache2_modperl2_conf::line_36; #line 36 /etc/request-tracker4/apache2-modperl2.conf use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ;' called at /usr/share/request-tracker4/libexec/rt-server line 0 (/usr/share/perl/5.14/Carp.pm:82) [Wed Jul 24 17:50:29 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 240. (/usr/share/request-tracker4/lib/RT/Handle.pm:239) [Wed Jul 24 17:58:31 2013] [warn]: The actual HTTP_HOST (172.27.12.37) does NOT match the configured WebDomain (localhost). Perhaps you should Set($WebDomain, '172.27.12.37'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1127) [Wed Jul 24 17:58:31 2013] [error]: Permission denied at /usr/share/request-tracker4/html/Install/index.html line 99. (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:210) -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Jul 24 14:51:04 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 24 Jul 2013 11:51:04 -0700 Subject: [rt-users] Error when sending or reciving mail (fork::abort: address space needed by xxx) In-Reply-To: <20130724184307.GC21422@renesys.com> References: <1374596344200-54702.post@n7.nabble.com> <51EEFFF9.9000109@bestpractical.com> <20130724184307.GC21422@renesys.com> Message-ID: <51F02218.6040907@bestpractical.com> [Posted back to the list for posterity.] On 07/24/2013 11:43 AM, John Rouillard wrote: > On Tue, Jul 23, 2013 at 03:13:13PM -0700, Thomas Sibley wrote: >> On 07/23/2013 09:19 AM, scott.dalzell wrote: >>> i have done some research and rebasing might be the answer. >>> >>> if this is the case how to i rebase and will it effect my mysql database? >> >> Whatever research you did was mistaken or misleading. "Rebasing" has >> nothing to do with MySQL. It is a concept in git, a source code >> management tool, used during development. You don't need to worry about >> rebasing. > > Actually rebasing is also a method for aligning the link libraries > addresses in windows so that cygwin can properly emulate fork(2). The > errors he is getting with failure to fork due to conflicting address > layouts in the executable address space may be fixed with a (cygwin) > rebase. Ahhh. "Today I learned..." :) Thanks for the explanation! > Using rebase probably needs to be discussed on the cygwin list as it > has nothing whatsoever to do with RT. Agreed. From craig at 2ndquadrant.com Wed Jul 24 20:33:16 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Thu, 25 Jul 2013 08:33:16 +0800 Subject: [rt-users] Error when sending or reciving mail (fork::abort: address space needed by xxx) In-Reply-To: <51EEFFF9.9000109@bestpractical.com> References: <1374596344200-54702.post@n7.nabble.com> <51EEFFF9.9000109@bestpractical.com> Message-ID: <51F0724C.8050200@2ndquadrant.com> On 07/24/2013 06:13 AM, Thomas Sibley wrote: > It's rather brave to use Cygwin for a production RT instance. Heh. I see the same thing with PostgreSQL sometimes, usually on Stack Overflow, but also with one particular client. The upside is that when it's not a paying client stuck on Cygwin, it's easy to fix the person's problem. "Well, your question starts with 'I'm using 9.0.1 on Cygwin' .... there's your problem." Cygwin used to be important, but these days with easy, high performance VMs and native ports of many open source packages to Windows I no longer see the appeal. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Wed Jul 24 20:36:30 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Thu, 25 Jul 2013 08:36:30 +0800 Subject: [rt-users] Notifications are sent before status and custom field changes are applied? In-Reply-To: <51F005A1.3010603@bestpractical.com> References: <51EE3741.2000803@2ndquadrant.com> <51F005A1.3010603@bestpractical.com> Message-ID: <51F0730E.10802@2ndquadrant.com> On 07/25/2013 12:49 AM, Thomas Sibley wrote: > On 07/23/2013 12:56 AM, Craig Ringer wrote: >> Do any of the other RT users here know of a reason *not* to use >> TransactionBatch for sending email notifications? > > Be wary of $self->TransactionObj in TransactionBatch scrips; it isn't > guaranteed to be the transaction that matched the scrip condition but > merely the first transaction in the batch. > > You can use $self->TicketObj->TransactionBatch to get an arrayref of > transaction objects. Thank-you very much for that tip. I'm compiling a pile of RT extension/development notes that I'm working on merging into the perldoc; I'll hopefully have a patch for you to pick and choose from in a few weeks. Considered adding a warn(...) line in TransactionObj() when invoked in batch context? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Wed Jul 24 20:40:42 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Thu, 25 Jul 2013 08:40:42 +0800 Subject: [rt-users] blah.blah@foo.com is an address RT receives mail at In-Reply-To: References: Message-ID: <51F0740A.9010909@2ndquadrant.com> On 07/24/2013 10:37 PM, LAW Andy wrote: > I see a couple of previous threads mentioning this, but no obvious resolution. Any clues or pointers as got how to fix this apparent configuration problem? It sounds like the address must match your $RTAddressRegexp . Have you tested this manually? Try: cpan install Devel::REPL re.pl 'the at address' =~ qr{^....my-rt-address-regexp-here....$}; see if you get any match(es). -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Wed Jul 24 20:45:45 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Thu, 25 Jul 2013 08:45:45 +0800 Subject: [rt-users] Error when adding user to RT 4 (email exists) In-Reply-To: <6d811e66-50cb-4453-babc-f01dc6dfce27@me.com> References: <6d811e66-50cb-4453-babc-f01dc6dfce27@me.com> Message-ID: <51F07539.1060103@2ndquadrant.com> On 07/24/2013 04:58 AM, window camera wrote: > Obviously this is a user who doesn't have an account yet, but was > included in one of the ticket emails. However, I'm unclear how to run a > query for a "non privileged" user. The search by name box in Tools->Configuration->Users->Select accepts SQL wildcards. So you can search for: % to find all users. It's always struck me as very weird that the user browser does not provide an "include unprivileged users" checkbox, like the "include disabled users" checkbox. > Any ideas how I might resolve this issue? Searching for the user by email address should find them. If not, try a wildcard. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Wed Jul 24 20:52:02 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Thu, 25 Jul 2013 08:52:02 +0800 Subject: [rt-users] How to update CF via scripted mySQL commands In-Reply-To: <1374500434353-54676.post@n7.nabble.com> References: <1374146110594-54656.post@n7.nabble.com> <1374239427241-54666.post@n7.nabble.com> <51E97725.4040103@bestpractical.com> <1374500434353-54676.post@n7.nabble.com> Message-ID: <51F076B2.6040308@2ndquadrant.com> On 07/22/2013 09:40 PM, scott.dalzell wrote: > Thanks for pointing that out. i think ill try to do the API route as i cant > afford to corrupt the database. > > Can the RT API be used to modify a database that is not being used by RT. When you load the RT perl modules they'll read RT_SiteConfig.pm for database details and use that database. It isn't really clear what you want here, though. Do you want to update more than one database at a time? If so, nothing stops you from loading DBI and opening direct DBI connections to other databases from within a Perl script that also uses the RT APIs. > Just that my final goal is to modify a field in our Bugzilla database (also > MYsql) when an RT CF is given a bug number You should do that by adding a scrip in RT. Write a condition that checks whether the CF has been changed. I've attached a condition I'm using that you can adapt if you want. Then write an action that opens a Perl DBI connection to your Bugzilla and issues the appropriate UPDATEs against Bugzilla. Or, better, use any HTTP web service API bugzilla provides to do the update via Bugzilla from within the RT scrip as a simple web service call - usually done with LWP::Simple. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services -------------- next part -------------- A non-text attachment was scrubbed... Name: CustomFieldSetTo.pm Type: application/x-perl Size: 2839 bytes Desc: not available URL: From gerow at mgerow.com Wed Jul 24 22:00:05 2013 From: gerow at mgerow.com (Michael Gerow) Date: Thu, 25 Jul 2013 02:00:05 +0000 Subject: [rt-users] External custom fields: unable to change "categories are based on" Message-ID: <20130725020004.GB15130@gmail.com> Hello, I'm trying to use external custom field values from a database of mine and am having a weird issue where the option to select the "Categories are based on" field is gone after selecting a Fields value source (it just seems to disappear). Also, and this may be unrelated, I don't seem to be able to change the Fields values source field from my external values back to "Provide list of values below". It lets the change happen in the UI, but it resets back after I click "Save Changes". Has anyone else had issues like this? I'm using RT 4.0.4. -Mike -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 490 bytes Desc: Digital signature URL: From paul at tracker-software.com Wed Jul 24 23:36:43 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Wed, 24 Jul 2013 20:36:43 -0700 Subject: [rt-users] Migration Prep Message-ID: <51F09D4B.5090604@tracker-software.com> Hi, I've been putting off upgrading my RT 3.8.4 to current because I always got stuck. Now I can't put it off any more. I have read lost about upgrading but I don't want to upgrade the current server/installation, I want to move it to a brand new server and OS. From what I've read it seems that the best approach might be to: 1. make a clone of the existing RT, 2. upgrade it to 4.0.13 3. do a mysqldump on the upgraded clone 4. restore the dump on the new server. It's the details of step 4 I'm concerned about. If I set up the database on the new server and restore it from the dump do I then use make upgrade on the new server? I don't understand what the right process would be to make sure the new server has mailgate, users etc and can accept the dump. Do I configure the whole new RT instance as though it were a new install then try to migrate my data or should it be and 'upgrade' even though it's new? I apologise if this is a dumb question or if it's covered somewhere in the docs - the whole task of upgrading from 3.8.4 has been overwhelming and I've been avoiding it. -- *Paul O'Rorke* Tracker Software Products paul at tracker-software.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From andy.law at roslin.ed.ac.uk Thu Jul 25 04:52:48 2013 From: andy.law at roslin.ed.ac.uk (LAW Andy) Date: Thu, 25 Jul 2013 09:52:48 +0100 Subject: [rt-users] blah.blah@foo.com is an address RT receives mail at In-Reply-To: References: <51F0740A.9010909@2ndquadrant.com> Message-ID: <6E32B074-B6F8-4FAD-97EF-ED999579E970@roslin.ed.ac.uk> On 25 Jul 2013, at 09:36, Andy LAW wrote: > > On 25 Jul 2013, at 01:40, Craig Ringer wrote: > >> On 07/24/2013 10:37 PM, LAW Andy wrote: >>> I see a couple of previous threads mentioning this, but no obvious resolution. Any clues or pointers as got how to fix this apparent configuration problem? >> >> It sounds like the address must match your $RTAddressRegexp . >> > > I don't have an RTAddressRegexp set - I was relying on the 'auto generation' feature. The comment and correspond email addresses bear little relation to the problematic address though. > > I will try manually setting a regexp and see if that improves the situation. > That fixes it. Thanks for the push. >> Have you tested this manually? >> >> Try: >> >> cpan >> install Devel::REPL >> re.pl >> 'the at address' =~ qr{^....my-rt-address-regexp-here....$}; >> >> see if you get any match(es). >> >> -- >> Craig Ringer http://www.2ndQuadrant.com/ >> PostgreSQL Development, 24x7 Support, Training & Services > > Later, > > Andy > -------- > Yada, yada, yada... > > Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender. > > > Later, Andy -------- Yada, yada, yada... Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender. -- The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. From craig at 2ndquadrant.com Thu Jul 25 05:00:03 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Thu, 25 Jul 2013 17:00:03 +0800 Subject: [rt-users] blah.blah@foo.com is an address RT receives mail at In-Reply-To: <6E32B074-B6F8-4FAD-97EF-ED999579E970@roslin.ed.ac.uk> References: <51F0740A.9010909@2ndquadrant.com> <6E32B074-B6F8-4FAD-97EF-ED999579E970@roslin.ed.ac.uk> Message-ID: <51F0E913.4020603@2ndquadrant.com> On 07/25/2013 04:52 PM, LAW Andy wrote: >> > I don't have an RTAddressRegexp set - I was relying on the 'auto generation' feature. The comment and correspond email addresses bear little relation to the problematic address though. >> > >> > I will try manually setting a regexp and see if that improves the situation. >> > > That fixes it. Thanks for the push. It'd be interesting if you could get the address regexp that RT generates when one is not specified. Maybe there's an issue there, or maybe it's with one of your queues. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From andy.law at roslin.ed.ac.uk Thu Jul 25 05:20:52 2013 From: andy.law at roslin.ed.ac.uk (LAW Andy) Date: Thu, 25 Jul 2013 10:20:52 +0100 Subject: [rt-users] blah.blah@foo.com is an address RT receives mail at In-Reply-To: <51F0E913.4020603@2ndquadrant.com> References: <51F0740A.9010909@2ndquadrant.com> <6E32B074-B6F8-4FAD-97EF-ED999579E970@roslin.ed.ac.uk> <51F0E913.4020603@2ndquadrant.com> Message-ID: Nothing was listed in the root System Configuration page when I checked it, so I don't know how I would go about getting that information out? Happy to try suggested stuff if it helps debug something that might trip others up in the future. To be honest, we don't have the system set up to accept *incoming* emails (due to a long and painful history of working with a succession of Mordacs) so I've never really had to bother with that section of configuration. On 25 Jul 2013, at 10:00, Craig Ringer wrote: > On 07/25/2013 04:52 PM, LAW Andy wrote: >>>> I don't have an RTAddressRegexp set - I was relying on the 'auto generation' feature. The comment and correspond email addresses bear little relation to the problematic address though. >>>> >>>> I will try manually setting a regexp and see if that improves the situation. >>>> >> That fixes it. Thanks for the push. > > It'd be interesting if you could get the address regexp that RT > generates when one is not specified. Maybe there's an issue there, or > maybe it's with one of your queues. > > -- > Craig Ringer http://www.2ndQuadrant.com/ > PostgreSQL Development, 24x7 Support, Training & Services Later, Andy -------- Yada, yada, yada... Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender. -- The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. From scott.dalzell at aveva.com Thu Jul 25 06:58:01 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Thu, 25 Jul 2013 03:58:01 -0700 (PDT) Subject: [rt-users] Error when sending or reciving mail (fork::abort: address space needed by xxx) In-Reply-To: <51F02218.6040907@bestpractical.com> References: <1374596344200-54702.post@n7.nabble.com> <51EEFFF9.9000109@bestpractical.com> <51F02218.6040907@bestpractical.com> Message-ID: <1374749881206-54732.post@n7.nabble.com> Rebasing and tunning has done the trick and it is all running fine now i used the following link to help me rebase http://cygwin.wikia.com/wiki/Rebaseall thanks guys for all your support Scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/Error-when-sending-or-reciving-mail-fork-abort-address-space-needed-by-xxx-tp54702p54732.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From hamiltontpreston at gmail.com Thu Jul 25 09:50:11 2013 From: hamiltontpreston at gmail.com (Hamilton Preston) Date: Thu, 25 Jul 2013 09:50:11 -0400 Subject: [rt-users] Sorting and searching a floating point custom field Message-ID: I have added a custom field that contains a floating point number. My problem is that sorting and searching do not work properly. For example when I search for numbers over 9 and I have a value of 19 it does not show in the results. Thanks Hamilton -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jul 25 11:20:25 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Jul 2013 11:20:25 -0400 Subject: [rt-users] RT on MAC In-Reply-To: References: Message-ID: <20130725152025.GI22003@jibsheet.com> On Tue, Jul 23, 2013 at 10:02:23PM -0700, Kenneth Crocker wrote: > I have an IMAC with Windows 7 running on "Parallels". Is it possible to install RT into that > environment? If so, what are the system requirements and do you have a good set of > installation instructions for this> Several RT developers work exclusively on OS-X and RT runs fine there (we use perlbrew to install a newer perl and homebrew to manage things like newer database versions). Windows 7 is not a supported RT deployment platform. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jul 25 11:23:06 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Jul 2013 11:23:06 -0400 Subject: [rt-users] Warnings in log files after update to 4.0.13 In-Reply-To: <98416195-3139-4CF1-9390-B2B16222FCE4@brd.nrw.de> References: <98416195-3139-4CF1-9390-B2B16222FCE4@brd.nrw.de> Message-ID: <20130725152306.GJ22003@jibsheet.com> On Wed, Jul 24, 2013 at 02:06:42PM +0000, Weiss, Robin wrote: > We updated RT to 4.0.13, everything works, but there are now warnings in the log files. > For example: > > Jul 24 15:22:19 rt RT: Use of uninitialized value in string eq at (eval 1895) line 1. ((eval 1895):1) > Jul 24 15:22:19 rt RT: Use of uninitialized value in string eq at (eval 1926) line 1. ((eval 1926):1) > Jul 24 15:22:28 rt RT: Use of uninitialized value in string eq at (eval 1882) line 1. ((eval 1882):1) > Jul 24 15:22:28 rt RT: Use of uninitialized value in string eq at (eval 1913) line 1. ((eval 1913):1) > Jul 24 15:22:33 rt RT: Use of uninitialized value in string eq at (eval 1946) line 1. ((eval 1946):1) > > Perl is not our native language ;-) , so maybe someone can help me where to look for the problem. Thx. What else is around those warnings. You may need to temporarily run with logging set to debug to get a sense of where in the code those are happening. There is not enough information for us to tell what's going on from those lines. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jul 25 11:27:23 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Jul 2013 11:27:23 -0400 Subject: [rt-users] Auto reply only working on one queue despite being global In-Reply-To: References: Message-ID: <20130725152723.GK22003@jibsheet.com> On Wed, Jul 24, 2013 at 10:17:41AM -0400, G.Pitman wrote: > I have received complaints that several of our queues are not sending auto replies on ticket > creation. We run a pretty vanilla install of RT 4.0.7 on Ubuntu. Is this an upgraded RT install? > [Mon Jul 22 20:45:41 2013] [error]: Template parsing error: RT::Queue::Tag Unimplemented in > Text::Template::GEN58. (template line 12) > > We do use the "Subject Tag" in all our queues if that is what the "Template parsing error: > RT::Queue::Tag Unimplemented" line is complaining about. I'm guessing you upgraded from an RT running the RT::Extension::BrandedQueues extension but didn't follow these upgrade instructions. http://bestpractical.com/docs/rt/latest/UPGRADING-3.8.html#UPGRADING-FROM-3.7.81-AND-EARLIER -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jul 25 12:01:58 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Jul 2013 12:01:58 -0400 Subject: [rt-users] Notifications are sent before status and custom field changes are applied? In-Reply-To: <51EF5492.5070502@2ndquadrant.com> References: <51EE3741.2000803@2ndquadrant.com> <20130723130051.GF22003@jibsheet.com> <51EF5492.5070502@2ndquadrant.com> Message-ID: <20130725160158.GL22003@jibsheet.com> Please respect my Reply-To headers, I set them to the list because I read all mail sent to the list. There is absolutely no need to CC me. On Wed, Jul 24, 2013 at 12:14:10PM +0800, Craig Ringer wrote: > On 07/23/2013 09:00 PM, Kevin Falcone wrote: > > On Tue, Jul 23, 2013 at 03:56:49PM +0800, Craig Ringer wrote: > >> Do any of the other RT users here know of a reason *not* to use > >> TransactionBatch for sending email notifications? > > > > TransactionBatch Scrips do not show up in the Preview Scrips UI, > > so you'll be unable to squelch users either at the Ticket or > > Transaction level. > > Thanks for the tip. I don't think that matters much for my particular > use, but it's good to have on record here for others who're trying to > find out about the same issue later. It's already on record. I explain it frequently when folks reach out to TransactionBatch for the wrong reasons. > Would you be potentially inclined to accept a patch that recorded the > message *after* the status and other attribute changes - or would that > be too likely to break other things? That would never be accepted into a stable series. It would be considered for a dev series, but frankly I've always been able to get the info I want in a TransactionBatch scrip, even if lots of things are happening during the update. I also expect that if you read back through the commit history, you'll find reasons for the ordering. A trivial On Correspond Notify Requestors that does $self->TicketObj->FirstCustomFieldValue('foo') in the template works just fine and dandy for me. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jul 25 12:19:58 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Jul 2013 12:19:58 -0400 Subject: [rt-users] blah.blah@foo.com is an address RT receives mail at In-Reply-To: References: <51F0740A.9010909@2ndquadrant.com> <6E32B074-B6F8-4FAD-97EF-ED999579E970@roslin.ed.ac.uk> <51F0E913.4020603@2ndquadrant.com> Message-ID: <20130725161958.GM22003@jibsheet.com> On Thu, Jul 25, 2013 at 10:20:52AM +0100, LAW Andy wrote: > Nothing was listed in the root System Configuration page when I > checked it, so I don't know how I would go about getting that > information out? Happy to try suggested stuff if it helps debug > something that might trip others up in the future. This implies that one of your Queue Level Correspond/Comment addresses is blahblahblah at foo.com In the case that you don't specify a regexp, RT checks the config and then searches all the Queues. If you're running an out-of-date RT it would generate and cache a regexp, but that hasn't happened in awhile (mid-3.8). I'll push a branch to remove the lie from RT_SiteConfig.pm -kevin > > To be honest, we don't have the system set up to accept *incoming* emails (due to a long and painful history of working with a succession of Mordacs) so I've never really had to bother with that section of configuration. > > > On 25 Jul 2013, at 10:00, Craig Ringer wrote: > > > On 07/25/2013 04:52 PM, LAW Andy wrote: > >>>> I don't have an RTAddressRegexp set - I was relying on the 'auto generation' feature. The comment and correspond email addresses bear little relation to the problematic address though. > >>>> > >>>> I will try manually setting a regexp and see if that improves the situation. > >>>> > >> That fixes it. Thanks for the push. > > > > It'd be interesting if you could get the address regexp that RT > > generates when one is not specified. Maybe there's an issue there, or > > maybe it's with one of your queues. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jul 25 12:29:02 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Jul 2013 12:29:02 -0400 Subject: [rt-users] External custom fields: unable to change "categories are based on" In-Reply-To: <20130725020004.GB15130@gmail.com> References: <20130725020004.GB15130@gmail.com> Message-ID: <20130725162902.GN22003@jibsheet.com> On Thu, Jul 25, 2013 at 02:00:05AM +0000, Michael Gerow wrote: > I'm trying to use external custom field values from a database of mine > and am having a weird issue where the option to select the "Categories > are based on" field is gone after selecting a Fields value source (it > just seems > to disappear). Unfortunately, it appears that External CFs can't have Categories at this time (the code explicitly forbids it) > Also, and this may be unrelated, I don't seem to be able to change > the Fields values source field from my external values back to "Provide > list of values below". It lets the change happen in the UI, but it > resets back > after I click "Save Changes". I believe this to be fixed if you upgrade. http://bestpractical.com/rt/release-notes/4.0.11 "External Custom Fields can now be changed back to internal Custom Fields in the CF Admin UI" -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From gpitman at gmail.com Thu Jul 25 12:32:03 2013 From: gpitman at gmail.com (gpitman) Date: Thu, 25 Jul 2013 09:32:03 -0700 (PDT) Subject: [rt-users] Auto reply only working on one queue despite being global In-Reply-To: <20130725152723.GK22003@jibsheet.com> References: <1374527296765-54684.post@n7.nabble.com> <20130725152723.GK22003@jibsheet.com> Message-ID: <1374769923994-54740.post@n7.nabble.com> Thank you Kevin, You nailed it -- View this message in context: http://requesttracker.8502.n7.nabble.com/Auto-reply-only-working-on-one-queue-despite-being-global-tp54684p54740.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Jul 25 12:32:39 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Jul 2013 12:32:39 -0400 Subject: [rt-users] Migration Prep In-Reply-To: <51F09D4B.5090604@tracker-software.com> References: <51F09D4B.5090604@tracker-software.com> Message-ID: <20130725163239.GO22003@jibsheet.com> On Wed, Jul 24, 2013 at 08:36:43PM -0700, Paul O'Rorke wrote: > From what I've read it seems that the best approach might be to: > > 1. make a clone of the existing RT, > 2. upgrade it to 4.0.13 > 3. do a mysqldump on the upgraded clone > 4. restore the dump on the new server. Since you have a new server, upgrading should be easy, if something fails, you just start again on the new server. You're not in any way touching production until the final cutover. I always: Install RT 4.0.14 on the new server mysqldump the old server import on the new server run make upgrade-database test turn off the old server do a final dump, import, upgrade go forth and rejoice. > It's the details of step 4 I'm concerned about. If I set up the database on the new server > and restore it from the dump do I then use make upgrade on the new server? I don't understand > what the right process would be to make sure the new server has mailgate, users etc and can > accept the dump. You have to copy things like cron jobs and your mailgate config. I don't understand what you mean by 'users etc and can accept the dump'? If you want to create a very empty DB on the rt4 host, run /opt/rt4/sbin/rt-setup-databas --action create,acl then restore your dump You don't say what docs you've reviewed, but I frequently recommend to the list our upgrading and README rather than any third party guides as well as this quite old but still surprisingly relevant blog post I wrote. http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From andy.law at roslin.ed.ac.uk Thu Jul 25 12:48:00 2013 From: andy.law at roslin.ed.ac.uk (LAW Andy) Date: Thu, 25 Jul 2013 17:48:00 +0100 Subject: [rt-users] blah.blah@foo.com is an address RT receives mail at In-Reply-To: <20130725161958.GM22003@jibsheet.com> References: <51F0740A.9010909@2ndquadrant.com> <6E32B074-B6F8-4FAD-97EF-ED999579E970@roslin.ed.ac.uk> <51F0E913.4020603@2ndquadrant.com> <20130725161958.GM22003@jibsheet.com> Message-ID: On 25 Jul 2013, at 17:19, Kevin Falcone wrote: > On Thu, Jul 25, 2013 at 10:20:52AM +0100, LAW Andy wrote: >> Nothing was listed in the root System Configuration page when I >> checked it, so I don't know how I would go about getting that >> information out? Happy to try suggested stuff if it helps debug >> something that might trip others up in the future. > > This implies that one of your Queue Level Correspond/Comment addresses > is blahblahblah at foo.com > That may well be true. This user was an active user in the past and did have their own 'private' queue. I may have set the correspond/comment addresses for that queue to their email address. > In the case that you don't specify a regexp, RT checks the config and > then searches all the Queues. > > If you're running an out-of-date RT it would generate and cache a regexp, but > that hasn't happened in awhile (mid-3.8). > > I'll push a branch to remove the lie from RT_SiteConfig.pm > > -kevin > >> >> To be honest, we don't have the system set up to accept *incoming* emails (due to a long and painful history of working with a succession of Mordacs) so I've never really had to bother with that section of configuration. >> >> >> On 25 Jul 2013, at 10:00, Craig Ringer wrote: >> >>> On 07/25/2013 04:52 PM, LAW Andy wrote: >>>>>> I don't have an RTAddressRegexp set - I was relying on the 'auto generation' feature. The comment and correspond email addresses bear little relation to the problematic address though. >>>>>> >>>>>> I will try manually setting a regexp and see if that improves the situation. >>>>>> >>>> That fixes it. Thanks for the push. >>> >>> It'd be interesting if you could get the address regexp that RT >>> generates when one is not specified. Maybe there's an issue there, or >>> maybe it's with one of your queues. Later, Andy -------- Yada, yada, yada... Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender. -- The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. From falcone at bestpractical.com Thu Jul 25 12:48:08 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Jul 2013 12:48:08 -0400 Subject: [rt-users] [rt-announce] RT 4.0.14 Released Message-ID: <20130725164808.GC1769@jibsheet.com> This release is primarily a bugfix release. It also contains automated tests for security vulnerabilities announced on 2012-10-25. RT 4.0.14 http://download.bestpractical.com/pub/rt/release/rt-4.0.14.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.14.tar.gz.sig SHA1 sums 5f058bb4ef44738c9b03e6e8b45d5593c30b02df rt-4.0.14.tar.gz e07bf7f6f5ad94d666fe28c9cb56879e4c9aac9b rt-4.0.14.tar.gz.sig Features * Ticket watcher searches that involve a large number of ORs will now use a much-improved SQL query, instead of the old many-join solution. * Do a better job wrapping text before quoting it in a reply. * Simple search now supports @example.com to search for tickets requested by users with email addresses ending in @example.com. * If our display parsing of an HTML attachment fails for known reasons, a better error message is provided, directing admins to contact us with a sample. * Tickets created via the REST interface can provide attachments. * Comments and Replies in the REST interface may include a Content-Type. * RT's Quote recognition now triggers on > and ignores things like !,|,#,% etc. This should resolve a number of false positives. * RT is now compatible with perl 5.18.0. Bugfixes * Resolve several corner cases where RT's database handle can be disconnected unexpectedly. * When a TicketSQL query fails, report that failure to the user rather than silently displaying an empty ticket list. * Display and add attachments to tickets in alphabetical rather than random order. * Ensure that LifeCycle statuses are compared case-insensitively. * Report Reminder creation/updates back to the user more consistently. * Ensure that Reminders are created in the reminder_on_open LifeCycle configuration. * The Bookmarks portlet is no longer unlimited and obeys standard homepage restrictions. * Display non-ticket links in search result formats. * RT::CurrentUser->Attributes now returns attributes for the relevant User, resolves a bug noticed in RT-Extension-MergeUsers. * Always filter empty OrderBy directives, which may come from old saved search preferences. * Uploaded attachments are now always marked Content-Disposition: attachment. * Allow Custom Field Values to change case. * The error message for Truncated Attachments is now marked text/plain rather than plain/text. * When bulk updating Tickets with Transaction Custom Fields, the list of Transaction Custom Fields is based on the Queues of the Tickets displayed, not the Queues of the Tickets updated in the previous update. Administration * Clarify the cause of certain PostgreSQL full text indexing errors. * Remove an error preventing logging of an actual error related to problems storing sessions. * Clean the lock files used for file based sessions more aggressively. * SetOutgoingMailFrom will now accept an email address to be used globally. * OverrideOutgoingMailFrom now falls back to the global CorrespondAddress if the Queue does not declare one. * rt-setup-database now prints the DatabasePort when describing the database it is modifying. * rt-setup-database tries to detect when it is being run from an invalid location or being given an invalid upgrade directory. * rt-setup-database detects an upgrade running on Pg 9.2 and directs the admin to install a newer DBD::Pg. * rt-email-digest no longer prints output when sending digests unless the --verbose flag is passed. Developer * CleanSlate on collections more thoroughly resets the collection. * A new callback and better support for JS/CSS tweaking of our Autocompleter display formats. * New warning when an RT::URI::* resolver object cannot be created. * Extensions may use rt-setup-database --action upgrade --package extension to provide RT's friendlier upgrade infrastructure. * Refactoring of TicketSQL parse to support TxnCF.{CFName} or QueueCF.{CFName} in the future. Documentation * Correct the example backup `date` command in backups.pod * MailCommand's testfile argument is now documented. * Multiple cleanups to better support http://docs.bestpractical.com * RT::Classes and RT::Principals now default to honoring the Disabled flag. A complete changelog is available from git by running: git log rt-4.0.13..rt-4.0.14 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.13...rt-4.0.14 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From eugenejames at gmail.com Thu Jul 25 13:15:33 2013 From: eugenejames at gmail.com (EJ Marmonti) Date: Thu, 25 Jul 2013 13:15:33 -0400 Subject: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i Message-ID: Greetings I'm using RT 4.0.10 and am trying to create a scrip to accomplish this. If the subject contains the word urgent (not case senstive, thus the /urgent/i), I want it to send me an SMS. The portion of sending the SMS message itself I figured out so that's less of a concern - in the template, I just CC the sms address (if Action=Notify AdminCCs', this works), though I am open to other suggestions. It's the scrip itself that I'm really having issues with. What I have so far: Description: On create URGENT, notify SMS Condition: On Transaction Action: User Defined Template: On Create Urgent ticket, notify SMS Stage: TransactionCreate ===Custom condition: n/a ===Custom action prep code: my $txn = $self->TransactionObj; my $type = $txn->Type; return 0 unless $type eq "Status" || ( $type eq 'Set' && $txn->Field eq 'Status'); return 0 unless $txn->NewValue eq "new"; ===Custom action cleanup code: my $subject = $self->TicketObj->Subject; if ($subject =~ /urgent/i) { return 1; } else { return 0; } I found some decent references out there, but this isn't sending the notification and I'm stumped. I know there are many people out there who have done the equivalent of what I'm trying to accomplish. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.johnson at nosm.ca Thu Jul 25 13:32:31 2013 From: mike.johnson at nosm.ca (Mike Johnson) Date: Thu, 25 Jul 2013 13:32:31 -0400 Subject: [rt-users] privledged user forwarding someone else's email to create ticket Message-ID: Has anyone created some way of a privileged user being able to forward an email to a queue, which will automatically set the requestor to the person that sent the original email to the privileged user? An example to help explain: John has an issue, he emails Jane directly. Jane looks at the email and realizes it is an incident that needs to be in a ticket for a given queue. She forwards John's email to RT. RT creates a ticket, with the requestor = John. Out-of-the-box, Jane has 2 options: 1. Jane forwards the email to RT, goes into the resulting ticket, and updates the requestor to John. 2. Jane copy/pastes the email into a new ticket through the web interface and puts in John as the requestor. Both options are very tedious. Any thoughts? -- 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmates at uw.edu Thu Jul 25 13:47:06 2013 From: jmates at uw.edu (Jeremy Mates) Date: Thu, 25 Jul 2013 17:47:06 +0000 Subject: [rt-users] privledged user forwarding someone else's email to create ticket In-Reply-To: References: Message-ID: <20130725174706.GI19459@valen.ee.washington.edu> * Mike Johnson > Out-of-the-box, Jane has 2 options: > > 1. Jane forwards the email to RT, goes into the resulting ticket, and > updates the requestor to John. > > 2. Jane copy/pastes the email into a new ticket through the web > interface and puts in John as the requestor. 3. The "bounce-message" feature[1] of a mail user agent is used to remail the message as if from the sender to the RT mail address. Might run afoul SPF or other anti-spam measures, depending on the configuration of the mail servers that the then bounced message must traverse, though. [1] Might be called "redirect" or somesuch, depending on the client. From kenn.crocker at gmail.com Thu Jul 25 13:56:11 2013 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Thu, 25 Jul 2013 10:56:11 -0700 Subject: [rt-users] RT on MAC Message-ID: <-8968205057645837656@unknownmsgid> Kevin, Thank you so much. I was looking at the install instructions Craig mentioned and it looked like I have to be on Mac OS server. I'm not sure if my 10.7 lion qualifies. Kenn Sent from my Windows Phone From: Kevin Falcone Sent: 7/25/2013 8:20 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT on MAC On Tue, Jul 23, 2013 at 10:02:23PM -0700, Kenneth Crocker wrote: > I have an IMAC with Windows 7 running on "Parallels". Is it possible to install RT into that > environment? If so, what are the system requirements and do you have a good set of > installation instructions for this> Several RT developers work exclusively on OS-X and RT runs fine there (we use perlbrew to install a newer perl and homebrew to manage things like newer database versions). Windows 7 is not a supported RT deployment platform. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 243 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jul 25 14:27:35 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Jul 2013 14:27:35 -0400 Subject: [rt-users] RT on MAC In-Reply-To: <-8968205057645837656@unknownmsgid> References: <20130725152025.GI22003@jibsheet.com> <-8968205057645837656@unknownmsgid> Message-ID: <20130725182735.GP22003@jibsheet.com> On Thu, Jul 25, 2013 at 10:56:11AM -0700, Kenneth Crocker wrote: > Thank you so much. I was looking at the install instructions Craig > mentioned and it looked like I have to be on Mac OS server. I'm not > sure if my 10.7 lion qualifies. Those are Unofficial Installation Guides and as such are likely out of date. See the header on every single one of them. Follow the official installation instructions. I've developed RT on every release of Max OS-X since... 10.3? -kevin > > Sent from my Windows Phone From: Kevin Falcone > Sent: 7/25/2013 8:20 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT on MAC > On Tue, Jul 23, 2013 at 10:02:23PM -0700, Kenneth Crocker wrote: > > I have an IMAC with Windows 7 running on "Parallels". Is it possible to install RT into that > > environment? If so, what are the system requirements and do you have a good set of > > installation instructions for this> > > Several RT developers work exclusively on OS-X and RT runs fine there > (we use perlbrew to install a newer perl and homebrew to manage things > like newer database versions). > > Windows 7 is not a supported RT deployment platform. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jul 25 14:33:25 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Jul 2013 14:33:25 -0400 Subject: [rt-users] privledged user forwarding someone else's email to create ticket In-Reply-To: <20130725174706.GI19459@valen.ee.washington.edu> References: <20130725174706.GI19459@valen.ee.washington.edu> Message-ID: <20130725183325.GQ22003@jibsheet.com> On Thu, Jul 25, 2013 at 05:47:06PM +0000, Jeremy Mates wrote: > * Mike Johnson > > Out-of-the-box, Jane has 2 options: > > > > 1. Jane forwards the email to RT, goes into the resulting ticket, and > > updates the requestor to John. > > > > 2. Jane copy/pastes the email into a new ticket through the web > > interface and puts in John as the requestor. > > 3. The "bounce-message" feature[1] of a mail user agent is used to > remail the message as if from the sender to the RT mail address. > Might run afoul SPF or other anti-spam measures, depending on the > configuration of the mail servers that the then bounced message must > traverse, though. > > [1] Might be called "redirect" or somesuch, depending on the client. Bounce is the best (and what I use). Another option is setting Reply-To: the original user. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From kenn.crocker at gmail.com Thu Jul 25 15:07:33 2013 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Thu, 25 Jul 2013 12:07:33 -0700 Subject: [rt-users] RT on MAC Message-ID: <3926431089308479945@unknownmsgid> Kevin, That is really good news. I'll take a look. Thanks. Kenn Sent from my Windows Phone From: Kevin Falcone Sent: 7/25/2013 11:27 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT on MAC On Thu, Jul 25, 2013 at 10:56:11AM -0700, Kenneth Crocker wrote: > Thank you so much. I was looking at the install instructions Craig > mentioned and it looked like I have to be on Mac OS server. I'm not > sure if my 10.7 lion qualifies. Those are Unofficial Installation Guides and as such are likely out of date. See the header on every single one of them. Follow the official installation instructions. I've developed RT on every release of Max OS-X since... 10.3? -kevin > > Sent from my Windows Phone From: Kevin Falcone > Sent: 7/25/2013 8:20 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT on MAC > On Tue, Jul 23, 2013 at 10:02:23PM -0700, Kenneth Crocker wrote: > > I have an IMAC with Windows 7 running on "Parallels". Is it possible to install RT into that > > environment? If so, what are the system requirements and do you have a good set of > > installation instructions for this> > > Several RT developers work exclusively on OS-X and RT runs fine there > (we use perlbrew to install a newer perl and homebrew to manage things > like newer database versions). > > Windows 7 is not a supported RT deployment platform. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 243 bytes Desc: not available URL: From gerow at mgerow.com Thu Jul 25 15:13:05 2013 From: gerow at mgerow.com (Michael Gerow) Date: Thu, 25 Jul 2013 19:13:05 +0000 Subject: [rt-users] External custom fields: unable to change "categories are based on" In-Reply-To: <20130725162902.GN22003@jibsheet.com> References: <20130725020004.GB15130@gmail.com> <20130725162902.GN22003@jibsheet.com> Message-ID: <20130725191304.GA16153@gmail.com> On Thu, Jul 25, 2013 at 12:29:02PM -0400, Kevin Falcone wrote: > Unfortunately, it appears that External CFs can't have Categories at > this time (the code explicitly forbids it) > I actually failed to mention that if I select the "Categories are based on" field and save it before switching over to the external field the ui for creating a ticket with those custom fields behaves as expected (in that a field that is based on another will only show those fields with the same category that it is based on). It is as if the ability exists, but the interface for setting it prevents that. That said, I'd probably be playing with fire if I were to rely on it continuing to work. > > I believe this to be fixed if you upgrade. > http://bestpractical.com/rt/release-notes/4.0.11 > > "External Custom Fields can now be changed back to internal Custom Fields in the CF Admin UI" I'll check that out, thanks for the help. -Mike -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 490 bytes Desc: Digital signature URL: From pthirose at ucdavis.edu Thu Jul 25 15:40:55 2013 From: pthirose at ucdavis.edu (Paul Hirose) Date: Thu, 25 Jul 2013 19:40:55 +0000 Subject: [rt-users] Delete mail-loop tickets RT3.8, rt-shredder limits Message-ID: <660B502D0A1BE14C89683AE5A34897BF5162DCEC@exmbx14.ex.ad3.ucdavis.edu> I have one specific RT Ticket (#45797) which got caught in a mail-loop w/an external auto-responder. Before I managed to kill it, I guess it got up to a couple thousand (sigh) back-and-forth (yah, it was ugly.) I'm still at RT 3.8.10, CentOS 5.9, x86-64, MySQL 5.0.95, and am willing to go through the work of updating to .17 if required. Is it better to manipulate rt-shredder and up its DependenciesLimit or delete manually from database: 2888 = SELECT COUNT(Transactions.id) FROM Transactions WHERE Transactions.ObjectId = 45797 AND Transactions.ObjectType = 'RT::Ticket'; 14172 = SELECT COUNT(Attachments.id) FROM Attachments JOIN Transactions ON Attachments.TransactionId = Transactions.id WHERE Transactions.ObjectId = 45797 AND Transactions.ObjectType = 'RT::Ticket'; I think I could just DELETE FROM the above tables with the above WHERE clauses. But before I go down this route, I was hoping someone could comment on rt-shredder's ability to handle the above. I believe what I need to add is "Set($DependenciesLimit, 20000);" to RT_SiteConfig.pm and run rt-shredder --plugin "Tickets=query,id = 45797;limit,20000" (the ;limit,20000 might not be needed.) I'd much prefer to use the appropriate tool than manually manipulate the database. Thank you, PH == Paul Hirose From paul at tracker-software.com Thu Jul 25 16:47:07 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Thu, 25 Jul 2013 13:47:07 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <20130725163239.GO22003@jibsheet.com> References: <51F09D4B.5090604@tracker-software.com> <20130725163239.GO22003@jibsheet.com> Message-ID: <51F18ECB.50401@tracker-software.com> Thanks for that Kevin, I meant the README Docs in the installer archive mostly. My concern with the migration is that I used custom statuses for queues and I have to now use the LifeCycle set up. I wasn't sure how the DB restore would go because I imagine I'm going to have different fields in my database than what 4.0.18 expects. Anyway - installing 4.0.14 on my new server now and will get back I'm sure if I run into any troubles... regards *Paul O'Rorke* Tracker Software Products paul at tracker-software.com On 7/25/2013 9:32 AM, Kevin Falcone wrote: > On Wed, Jul 24, 2013 at 08:36:43PM -0700, Paul O'Rorke wrote: >> From what I've read it seems that the best approach might be to: >> >> 1. make a clone of the existing RT, >> 2. upgrade it to 4.0.13 >> 3. do a mysqldump on the upgraded clone >> 4. restore the dump on the new server. > Since you have a new server, upgrading should be easy, if something > fails, you just start again on the new server. You're not in any way > touching production until the final cutover. > > I always: > > Install RT 4.0.14 on the new server > mysqldump the old server > import on the new server > run make upgrade-database > test > turn off the old server > do a final dump, import, upgrade > go forth and rejoice. > >> It's the details of step 4 I'm concerned about. If I set up the database on the new server >> and restore it from the dump do I then use make upgrade on the new server? I don't understand >> what the right process would be to make sure the new server has mailgate, users etc and can >> accept the dump. > You have to copy things like cron jobs and your mailgate config. > I don't understand what you mean by 'users etc and can accept the > dump'? > > If you want to create a very empty DB on the rt4 host, run > > /opt/rt4/sbin/rt-setup-databas --action create,acl > then restore your dump > > You don't say what docs you've reviewed, but I frequently recommend to > the list our upgrading and README rather than any third party guides > as well as this quite old but still surprisingly relevant blog post I > wrote. > > http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Thu Jul 25 16:48:28 2013 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 25 Jul 2013 20:48:28 +0000 Subject: [rt-users] WebUI Message-ID: <81f657809a2844f28481b52bcd0e65d4@BLUPR05MB103.namprd05.prod.outlook.com> To All Is it possible to have a different WebUI based on the domain of the authenticated user? If so can someone give the direction to take. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From toml at bitstatement.net Thu Jul 25 17:21:51 2013 From: toml at bitstatement.net (Tom Lahti) Date: Thu, 25 Jul 2013 14:21:51 -0700 Subject: [rt-users] rt-client ruby gem update In-Reply-To: <3E03948D0E9C1A41A3D435B6D0570F97B22761@AUSP01DAG0301.collaborationhost.net> References: <80FE5C92-F7BF-47F2-843D-F585F60C278A@dmsolutions.com> <3E03948D0E9C1A41A3D435B6D0570F97B22761@AUSP01DAG0301.collaborationhost.net> Message-ID: Wow did I mess up. Robert Vinson's fork did not have all the methods reproduced, and I didn't notice. 0.6.0 is almost unusable as a result, if you used anything beyond the couple of methods implemented there. I've re-introduced all the missing methods back into 0.6.1 and pushed it. Please let me know if there's any issues. -- Tom Lahti On Jul 4, 2013, at 5:09 PM, Tom Lahti wrote: > I have shamelessly and unapologetically stolen Robert Vinson's excellent work on his fork, for the most part. I did refactor slightly to maintain compatibility with the previous API, but otherwise it's identical and pushed as rt-client 0.6.0. It is working for me on ruby 1.9.3p374 on Windows and ruby 1.8.3p327 on Linux, which is what I need for right now. From falcone at bestpractical.com Thu Jul 25 17:25:36 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Jul 2013 17:25:36 -0400 Subject: [rt-users] [rt-announce] RT 4.0.15 Released Message-ID: <20130725212536.GD1769@jibsheet.com> This release fixes an important regression in the ugprade scripts included in 4.0.14. If you attempted to upgrade from 3.8 with the RT FAQ Manager tables (FM_*) in your database, one of the upgrade scripts would error out. If you were planning to upgrade from 3.8 using 4.0.14, please use 4.0.15 instead. If you have already upgraded to 4.0.14, there is no functional change in 4.0.15. RT 4.0.15 http://download.bestpractical.com/pub/rt/release/rt-4.0.15.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.15.tar.gz.sig SHA1 sums 722b328a4e42c247233f4b1e6eb9feb1e7161534 rt-4.0.15.tar.gz 4aa528244e95c9d94a7b010c946174ef425049f2 rt-4.0.15.tar.gz.sig A complete changelog is available from git by running: git log rt-4.0.14..rt-4.0.15 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.14...rt-4.0.15 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From ruslan.zakirov at gmail.com Thu Jul 25 23:14:49 2013 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 26 Jul 2013 07:14:49 +0400 Subject: [rt-users] WebUI In-Reply-To: <81f657809a2844f28481b52bcd0e65d4@BLUPR05MB103.namprd05.prod.outlook.com> References: <81f657809a2844f28481b52bcd0e65d4@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: Different how? Ruslan from phone. 26.07.2013 0:48 ???????????? "Bryon Baker" ???????: > To All > Is it possible to have a different WebUI based on the domain of the > authenticated user? > > If so can someone give the direction to take. > > Thanks > Bryon Baker > Network Operations Manager > Copesan - Specialists in Pest Solutions > 800-267-3726 . 262-783-6261 ext. 2296 > bbaker at copesan.com > www.copesan.com > "Servicing North America with Local Care" > -------------- next part -------------- An HTML attachment was scrubbed... URL: From craig at 2ndquadrant.com Fri Jul 26 00:41:06 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Fri, 26 Jul 2013 12:41:06 +0800 Subject: [rt-users] Migration Prep In-Reply-To: <20130725163239.GO22003@jibsheet.com> References: <51F09D4B.5090604@tracker-software.com> <20130725163239.GO22003@jibsheet.com> Message-ID: <51F1FDE2.4080505@2ndquadrant.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 07/26/2013 12:32 AM, Kevin Falcone wrote: > On Wed, Jul 24, 2013 at 08:36:43PM -0700, Paul O'Rorke wrote: >> From what I've read it seems that the best approach might be to: >> >> 1. make a clone of the existing RT, 2. upgrade it to 4.0.13 3. do >> a mysqldump on the upgraded clone 4. restore the dump on the new >> server. > > Since you have a new server, upgrading should be easy, if > something fails, you just start again on the new server. You're > not in any way touching production until the final cutover. > > I always: > > Install RT 4.0.14 on the new server mysqldump the old server import > on the new server run make upgrade-database test turn off the old > server do a final dump, import, upgrade go forth and rejoice. I just followed much the same process (with 4.0.15 and PostgreSQL), except that I used replication (Londiste) to narrow the outage window, streaming changes from the old to the new server until the moment of switch-over. I also used rinetd to redirect traffic from the old server to the new one, so there'd be no visible outage to people whose DNS hadn't caught up to the A record change yet. This was necessary because the DNS host used is unfortunately not able to lower the TTL. You can do the same thing for mail handling if your RT server receives mail by direct SMTP, or you can change rt-mailgate in /etc/aliases to remote-deliver over http directly to the new server and set the Apache security rules to allow it. With a little effort you can keep the outage window down to less than a minute. - -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.13 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iQEcBAEBAgAGBQJR8f3iAAoJELBXNkqjr+S21hwH/jK0kIt2jZrRWDwhut+5tygJ HbP7oS+ulzZI+MtrSehmkKPn5E/wa6v+XIgCCsBSU8dG7bXlk60k0IrICW/W1sQ8 dawmw/agyKolj30/OPz2Ac+86uePLYMkEzDKuWlsEASIK/JFM9yOPH9T/m5fYrin xb0IFZJV3wPBfteuWH3mFxkrH/Od4G5nEKAlc22WXOz8vJZti24qW6Nn3/D5M1c3 uJPAe9/AeJznxiaTIjCfQEx/IWrwb1w35c9EIMfA9PedhCAzzV95ng1y3l5+NJal gRpV4WeD9A05vjtq9CsuGt3MZHDgv6LI9MQi6nCU5t8CQ6Eel+afD9kxkKR7f4A= =kmnO -----END PGP SIGNATURE----- From asanka_gunasekera at yahoo.co.uk Fri Jul 26 06:03:19 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Fri, 26 Jul 2013 11:03:19 +0100 (BST) Subject: [rt-users] New action and ticket status Message-ID: <1374832999.42310.YahooMailNeo@web172602.mail.ir2.yahoo.com> Hi, I am using RT 4 and I my magement wants me to add new status and a action to say "Waitng on Customer to respond" I am trying this using LifeCycles but I am getting no ware. Am I doing the right thing (to use LifeCycles)? I am not sure if the above information is enough? Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Fri Jul 26 07:34:36 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Fri, 26 Jul 2013 12:34:36 +0100 (BST) Subject: [rt-users] New action and ticket status In-Reply-To: <1374832999.42310.YahooMailNeo@web172602.mail.ir2.yahoo.com> References: <1374832999.42310.YahooMailNeo@web172602.mail.ir2.yahoo.com> Message-ID: <1374838476.20695.YahooMailNeo@web172602.mail.ir2.yahoo.com> Hi just some more information I am using "RT 4.0.15 Documentation Customizing/Lifecycles" as a guid but I am using RT 4.0.1 Regards? ________________________________ From: Asanka Gunasekera To: "rt-users at lists.bestpractical.com" Sent: Friday, 26 July 2013, 15:33 Subject: New action and ticket status Hi, I am using RT 4 and I my magement wants me to add new status and a action to say "Waitng on Customer to respond" I am trying this using LifeCycles but I am getting no ware. Am I doing the right thing (to use LifeCycles)? I am not sure if the above information is enough? Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From sszretter at hotmail.com Fri Jul 26 08:10:01 2013 From: sszretter at hotmail.com (SSzretter) Date: Fri, 26 Jul 2013 08:10:01 -0400 Subject: [rt-users] RT4 and HTML links / email Message-ID: Now that I have RT4 working well, how do I enable some kind of link in the outgoing emails, so users can click to visit the site and go directly to the ticket? (also possibly need to enable HTML email?) Thanks! From giles at coochey.net Fri Jul 26 08:23:32 2013 From: giles at coochey.net (Giles Coochey) Date: Fri, 26 Jul 2013 13:23:32 +0100 Subject: [rt-users] Two Annoying Messages in the logs Message-ID: <51F26A44.6050403@coochey.net> Hi, I run RT (upgraded to 4.0.15 today), but this is a small issue I've always had with my set up. I always get the following in my apache errorlogs: [Fri Jul 26 09:05:14 2013] [warning]: The requested port (80) does NOT match the configured WebPort (443). Perhaps you should Set($WebPort, 80); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1232) [Fri Jul 26 09:05:14 2013] [warning]: The requested path (/ticket/) does NOT match the configured WebPath (/ticket). Perhaps you should Set($WebPath, '/ticket/'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1248) The first one is because RT sits behind a reverse proxy which strips SSL, therefore WebPort 443 is correct, as is setting the port to 80 locally in the web server configuration. So the warning is wrong in this case. The second one seems to be required, rt moans about the configured WebPath missing the trailing slash, but I seem to remember that I needed to configure it this way to correctly get the reverse proxy to fix up the links in responses. Would be nice to somehow eliminate these warnings from a future release or RT. -- Regards, Giles Coochey, CCNP, CCNA, CCNAS NetSecSpec Ltd +44 (0) 7983 877438 http://www.coochey.net http://www.netsecspec.co.uk giles at coochey.net -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4755 bytes Desc: S/MIME Cryptographic Signature URL: From falcone at bestpractical.com Fri Jul 26 08:52:37 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 26 Jul 2013 08:52:37 -0400 Subject: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i In-Reply-To: References: Message-ID: <20130726125237.GR22003@jibsheet.com> On Thu, Jul 25, 2013 at 01:15:33PM -0400, EJ Marmonti wrote: > The portion of sending the SMS message itself I figured out so that's less of a concern - in > the template, I just CC the sms address (if Action=Notify AdminCCs', this works), though I am > open to other suggestions. It's the scrip itself that I'm really having issues with. > > What I have so far: > > Description: On create URGENT, notify SMS > Condition: On Transaction > Action: User Defined > Template: On Create Urgent ticket, notify SMS > Stage: TransactionCreate If you have an Action of User Defined, your Template isn't going to be used unless you're loading it up and sending mail manually. It sounds to me like you actually wanted Condition: User Defined Action: Notify Other Recipieints or Notify Ccs or a custom notify action created with http://bestpractical.com/docs/rt/latest/rt-email-group-admin.html You can combine your Custom action prep code and Custom action cleanup code into that condition, although I am a little confused. You apparently only want to check the subject if the status of the ticket changes (rather than say when the ticket is created?) but that may be what you wanted. -kevin > ===Custom condition: n/a > > ===Custom action prep code: > my $txn = $self->TransactionObj; > my $type = $txn->Type; > return 0 unless $type eq "Status" > || ( $type eq 'Set' && $txn->Field eq 'Status'); > > return 0 unless $txn->NewValue eq "new"; > > ===Custom action cleanup code: > > my $subject = $self->TicketObj->Subject; > > if ($subject =~ /urgent/i) { > return 1; > } > else { > return 0; > } > > I found some decent references out there, but this isn't sending the notification and I'm > stumped. I know there are many people out there who have done the equivalent of what I'm > trying to accomplish. > > Thanks -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jul 26 08:53:43 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 26 Jul 2013 08:53:43 -0400 Subject: [rt-users] Migration Prep In-Reply-To: <51F18ECB.50401@tracker-software.com> References: <51F09D4B.5090604@tracker-software.com> <20130725163239.GO22003@jibsheet.com> <51F18ECB.50401@tracker-software.com> Message-ID: <20130726125343.GS22003@jibsheet.com> On Thu, Jul 25, 2013 at 01:47:07PM -0700, Paul O'Rorke wrote: > I meant the README Docs in the installer archive mostly. > > My concern with the migration is that I used custom statuses for queues and I have to now use > the LifeCycle set up. I wasn't sure how the DB restore would go because I imagine I'm going > to have different fields in my database than what 4.0.18 expects. Anyway - installing 4.0.14 > on my new server now and will get back I'm sure if I run into any troubles... To start, just port your custom statuses to LifeCycles. That should be as easy as adding them to the active and inactive lists and defining some transitions. Once you're migrated, you can deal with tweaking them to be more complicated. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jul 26 09:09:00 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 26 Jul 2013 09:09:00 -0400 Subject: [rt-users] Two Annoying Messages in the logs In-Reply-To: <51F26A44.6050403@coochey.net> References: <51F26A44.6050403@coochey.net> Message-ID: <20130726130900.GT22003@jibsheet.com> On Fri, Jul 26, 2013 at 01:23:32PM +0100, Giles Coochey wrote: > I run RT (upgraded to 4.0.15 today), but this is a small issue I've > always had with my set up. > > I always get the following in my apache errorlogs: You should get these once per process startup, yes? > [Fri Jul 26 09:05:14 2013] [warning]: The requested port (80) does > NOT match the configured WebPort (443). Perhaps you should > Set($WebPort, 80); in RT_SiteConfig.pm, otherwise your internal > links may be broken. > (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1232) > > [Fri Jul 26 09:05:14 2013] [warning]: The requested path (/ticket/) > does NOT match the configured WebPath (/ticket). Perhaps you should > Set($WebPath, '/ticket/'); in RT_SiteConfig.pm, otherwise your > internal links may be broken. > (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1248) > > The first one is because RT sits behind a reverse proxy which strips > SSL, therefore WebPort 443 is correct, as is setting the port to 80 > locally in the web server configuration. So the warning is wrong in > this case. > > The second one seems to be required, rt moans about the configured > WebPath missing the trailing slash, but I seem to remember that I > needed to configure it this way to correctly get the reverse proxy > to fix up the links in responses. > > Would be nice to somehow eliminate these warnings from a future > release or RT. What are you using to reverse proxy? These warnings imply that you've got something which isn't passing any headers that we would expect. In particular, if we detect proxying, we don't do the second check. You can see the relevant code and headers here: https://github.com/bestpractical/rt/blob/stable/lib/RT/Interface/Web.pm#L1226 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From giles at coochey.net Fri Jul 26 09:20:40 2013 From: giles at coochey.net (Giles Coochey) Date: Fri, 26 Jul 2013 14:20:40 +0100 Subject: [rt-users] Two Annoying Messages in the logs In-Reply-To: <20130726130900.GT22003@jibsheet.com> References: <51F26A44.6050403@coochey.net> <20130726130900.GT22003@jibsheet.com> Message-ID: <51F277A8.2090302@coochey.net> On 26/07/2013 14:09, Kevin Falcone wrote: > On Fri, Jul 26, 2013 at 01:23:32PM +0100, Giles Coochey wrote: >> I run RT (upgraded to 4.0.15 today), but this is a small issue I've >> always had with my set up. >> >> I always get the following in my apache errorlogs: > You should get these once per process startup, yes? Yes. > What are you using to reverse proxy? > These warnings imply that you've got something which isn't passing any > headers that we would expect. In particular, if we detect proxying, > we don't do the second check. > > You can see the relevant code and headers here: > > https://github.com/bestpractical/rt/blob/stable/lib/RT/Interface/Web.pm#L1226 > > -kevin OK, For info: 1. squid strips the SSL and does caching, it then gets passed to... 2. apache reverse proxy which does other things. I expect that they're both set up to not insert FORWARDED_FOR headers... I will check. Thanks for the info, I can probably fix that. -- Regards, Giles Coochey, CCNP, CCNA, CCNAS NetSecSpec Ltd +44 (0) 8444 780677 +44 (0) 7983 877438 http://www.netsecspec.co.uk giles.coochey at netsecspec.co.uk -- Regards, Giles Coochey, CCNP, CCNA, CCNAS NetSecSpec Ltd +44 (0) 8444 780677 +44 (0) 7983 877438 http://www.coochey.net http://www.netsecspec.co.uk giles at coochey.net -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4755 bytes Desc: S/MIME Cryptographic Signature URL: From giles at coochey.net Fri Jul 26 09:59:00 2013 From: giles at coochey.net (Giles Coochey) Date: Fri, 26 Jul 2013 14:59:00 +0100 Subject: [rt-users] Two Annoying Messages in the logs In-Reply-To: <20130726130900.GT22003@jibsheet.com> References: <51F26A44.6050403@coochey.net> <20130726130900.GT22003@jibsheet.com> Message-ID: <51F280A4.30701@coochey.net> On 26/07/2013 14:09, Kevin Falcone wrote: > On Fri, Jul 26, 2013 at 01:23:32PM +0100, Giles Coochey wrote: >> I run RT (upgraded to 4.0.15 today), but this is a small issue I've >> always had with my set up. >> >> I always get the following in my apache errorlogs: > You should get these once per process startup, yes? > >> [Fri Jul 26 09:05:14 2013] [warning]: The requested port (80) does >> NOT match the configured WebPort (443). Perhaps you should >> Set($WebPort, 80); in RT_SiteConfig.pm, otherwise your internal >> links may be broken. >> (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1232) >> >> [Fri Jul 26 09:05:14 2013] [warning]: The requested path (/ticket/) >> does NOT match the configured WebPath (/ticket). Perhaps you should >> Set($WebPath, '/ticket/'); in RT_SiteConfig.pm, otherwise your >> internal links may be broken. >> (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1248) >> >> The first one is because RT sits behind a reverse proxy which strips >> SSL, therefore WebPort 443 is correct, as is setting the port to 80 >> locally in the web server configuration. So the warning is wrong in >> this case. >> >> The second one seems to be required, rt moans about the configured >> WebPath missing the trailing slash, but I seem to remember that I >> needed to configure it this way to correctly get the reverse proxy >> to fix up the links in responses. >> >> Would be nice to somehow eliminate these warnings from a future >> release or RT. > What are you using to reverse proxy? > These warnings imply that you've got something which isn't passing any > headers that we would expect. In particular, if we detect proxying, > we don't do the second check. > > OK, but I should still expect the warnings at startup? I've done a packet capture and noted that I have all these headers set: X-Forwarded-For: (a comma seperated list of IPs, original client and the squid server) X-Forwarded-Host: (a hostname matching the proxying host reverse lookup) X-Forwarded-Server: (a hostname matching the proxying host reverse lookup) I'm guessing that at startup there have not been any requests, so I will still get the warnings? -- Regards, Giles Coochey, CCNP, CCNA, CCNAS NetSecSpec Ltd +44 (0) 8444 780677 +44 (0) 7983 877438 http://www.coochey.net http://www.netsecspec.co.uk giles at coochey.net -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4755 bytes Desc: S/MIME Cryptographic Signature URL: From bbaker at copesan.com Fri Jul 26 11:30:52 2013 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 26 Jul 2013 15:30:52 +0000 Subject: [rt-users] WebUI In-Reply-To: References: <81f657809a2844f28481b52bcd0e65d4@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <753916b475b643768679815f67e66cb5@BL2PR05MB099.namprd05.prod.outlook.com> I would like Different ?Custom Fields? ?Customized layouts for what is presented? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 ? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Thursday, July 25, 2013 10:15 PM To: Bryon Baker Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] WebUI Different how? Ruslan from phone. 26.07.2013 0:48 ???????????? "Bryon Baker" > ???????: To All Is it possible to have a different WebUI based on the domain of the authenticated user? If so can someone give the direction to take. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Jul 26 12:55:59 2013 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 26 Jul 2013 16:55:59 +0000 Subject: [rt-users] QuickSearch Message-ID: Is it possible to change the fields displayed in the QuickSearch panel? I would like to remove "Stalled" and added "Closed" I am running version RT 4.0.13 Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From eugenejames at gmail.com Fri Jul 26 15:54:43 2013 From: eugenejames at gmail.com (EJ Marmonti) Date: Fri, 26 Jul 2013 15:54:43 -0400 Subject: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i In-Reply-To: References: Message-ID: Kevin: Unfortunately following your suggestion didn't help. The reason I check for a status change = new (rather than Condition=On Create) is because the latter will send me an SMS everytime any ticket is opened, regardless of the subject contents (as I would expect it to do given that it says to "*Use these fields when you choose 'User Defined' for a condition or action"). *So what I'm not sure of is if I have a fundamental misunderstanding of how this is supposed to work, or perhaps something with the way I'm trying to search for the word 'urgent' in the subject is not correct - ie: where should that bit of code go if Condition=On Create? For what I'm trying to accomplish, might it be better to create a custom Condition? ie: rt-setup-database --action insert --datafile /usr/local/rt/lib/RT/Condition/Foo.pm? In that case, should it in theory show up as an available action from the drop-down of available actions? Thanks Date: Fri, 26 Jul 2013 08:52:37 -0400 From: Kevin Falcone To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i Message-ID: <20130726125237.GR22003 at jibsheet.com> Content-Type: text/plain; charset="us-ascii" On Thu, Jul 25, 2013 at 01:15:33PM -0400, EJ Marmonti wrote: > The portion of sending the SMS message itself I figured out so that's less of a concern - in > the template, I just CC the sms address (if Action=Notify AdminCCs', this works), though I am > open to other suggestions. It's the scrip itself that I'm really having issues with. > > What I have so far: > > Description: On create URGENT, notify SMS > Condition: On Transaction > Action: User Defined > Template: On Create Urgent ticket, notify SMS > Stage: TransactionCreate If you have an Action of User Defined, your Template isn't going to be used unless you're loading it up and sending mail manually. It sounds to me like you actually wanted Condition: User Defined Action: Notify Other Recipieints or Notify Ccs or a custom notify action created with http://bestpractical.com/docs/rt/latest/rt-email-group-admin.html You can combine your Custom action prep code and Custom action cleanup code into that condition, although I am a little confused. You apparently only want to check the subject if the status of the ticket changes (rather than say when the ticket is created?) but that may be what you wanted. -kevin > ===Custom condition: n/a > > ===Custom action prep code: > my $txn = $self->TransactionObj; > my $type = $txn->Type; > return 0 unless $type eq "Status" > || ( $type eq 'Set' && $txn->Field eq 'Status'); > > return 0 unless $txn->NewValue eq "new"; > > ===Custom action cleanup code: > > my $subject = $self->TicketObj->Subject; > > if ($subject =~ /urgent/i) { > return 1; > } > else { > return 0; > } > > I found some decent references out there, but this isn't sending the notification and I'm > stumped. I know there are many people out there who have done the equivalent of what I'm > trying to accomplish. > > Thanks -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: < http://lists.bestpractical.com/pipermail/rt-users/attachments/20130726/e4266325/attachment-0001.pgp > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jul 26 16:35:06 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 26 Jul 2013 16:35:06 -0400 Subject: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i In-Reply-To: References: Message-ID: <20130726203506.GU22003@jibsheet.com> Please obey the Reply-To. Sending me personal mail when I read the list is rude. On Fri, Jul 26, 2013 at 03:54:43PM -0400, EJ Marmonti wrote: > Unfortunately following your suggestion didn't help. Except you didn't follow my suggestions. > The reason I check for a status change = new (rather than Condition=On Create) is because the > latter will send me an SMS everytime any ticket is opened, regardless of the subject contents > (as I would expect it to do given that it says to "Use these fields when you choose 'User > Defined' for a condition or action"). > > So what I'm not sure of is if I have a fundamental misunderstanding of how this is supposed to > work, or perhaps something with the way I'm trying to search for the word 'urgent' in the > subject is not correct - ie: where should that bit of code go if Condition=On Create? You're misunderstanding how this is supposed to work. You're writing a custom action that checks a condition and then does nothing. Instead, write a custom condition that checks your condition and then use the build in notification actions. > > It sounds to me like you actually wanted > > Condition: User Defined > > Action: Notify Other Recipieints or Notify Ccs or a custom notify > > action created with > > [4]http://bestpractical.com/docs/rt/latest/rt-email-group-admin.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jul 26 16:41:44 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 26 Jul 2013 16:41:44 -0400 Subject: [rt-users] Two Annoying Messages in the logs In-Reply-To: <51F280A4.30701@coochey.net> References: <51F26A44.6050403@coochey.net> <20130726130900.GT22003@jibsheet.com> <51F280A4.30701@coochey.net> Message-ID: <20130726204144.GV22003@jibsheet.com> On Fri, Jul 26, 2013 at 02:59:00PM +0100, Giles Coochey wrote: > OK, but I should still expect the warnings at startup? At startup? The same warnings? > I've done a packet capture and noted that I have all these headers set: > > X-Forwarded-For: (a comma seperated list of IPs, original client and > the squid server) > X-Forwarded-Host: (a hostname matching the proxying host reverse lookup) > X-Forwarded-Server: (a hostname matching the proxying host reverse lookup) > > I'm guessing that at startup there have not been any requests, so I > will still get the warnings? The only one of those of relevance is HTTP_X_FORWARDED_HOST The port warnings expect to either be able to look at SERVER_PORT or match a host:port out of the server vars. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From craig at 2ndquadrant.com Sun Jul 28 21:34:50 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Mon, 29 Jul 2013 09:34:50 +0800 Subject: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i In-Reply-To: References: Message-ID: <51F5C6BA.2060706@2ndquadrant.com> On 07/26/2013 01:15 AM, EJ Marmonti wrote: > Greetings > > I'm using RT 4.0.10 and am trying to create a scrip to accomplish this. > If the subject contains the word urgent (not case senstive, thus the > /urgent/i), I want it to send me an SMS. I've already written one; grab RT::Extension::SMSNotify from CPAN. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Sun Jul 28 21:41:38 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Mon, 29 Jul 2013 09:41:38 +0800 Subject: [rt-users] RT4 and HTML links / email In-Reply-To: References: Message-ID: <51F5C852.3040304@2ndquadrant.com> On 07/26/2013 08:10 PM, SSzretter wrote: > Now that I have RT4 working well, how do I enable some kind of link in > the outgoing emails, so users can click to visit the site and go > directly to the ticket? (also possibly need to enable HTML email?) Modify the templates. I thought there was already such a link in the RT autoreply template, but if not: Tools -> Configuration -> Global -> Templates (or create a per-queue override template). Open up template "Autoreply". Add something like: You can view and reply to the ticket at: {$RT->Config->Get('WebURL') . "SelfService/Display.html?id=". $Ticket->id} You can modify the other templates similarly if you want to have the URL appear in all replies. RT doesn't know how to recognise its own generated text when quoted in replies and cut it out, so if you do this you'll tend to get lots of copies of the SelfService URL in your ticket logs. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Sun Jul 28 21:45:15 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Mon, 29 Jul 2013 09:45:15 +0800 Subject: [rt-users] New action and ticket status In-Reply-To: <1374832999.42310.YahooMailNeo@web172602.mail.ir2.yahoo.com> References: <1374832999.42310.YahooMailNeo@web172602.mail.ir2.yahoo.com> Message-ID: <51F5C92B.2010004@2ndquadrant.com> On 07/26/2013 06:03 PM, Asanka Gunasekera wrote: > Hi, I am using RT 4 and I my magement wants me to add new status and a > action to say "Waitng on Customer to respond" I am trying this using > LifeCycles but I am getting no ware. We used to just use "stalled" for that, but I recently reconfigured our system to use RT4 lifecycles. We landed up using a separate custom field for waiting on customer/support, with a scrip that auto-sets it to "waiting on: support" when a customer replies. Doing it with a separate custom field allows you to track the next-replier independently of the ticket status, so if you have a real ticket workflow you don't have to try to jam waiting on customer/support into that. So: Yes, lifecycles should work fine for the purpose, and they do work just as the documentation describes. For the particular use case you're describing it might be better to set a custom field up for it instead. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Sun Jul 28 21:47:29 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Mon, 29 Jul 2013 09:47:29 +0800 Subject: [rt-users] RT on MAC In-Reply-To: <-8968205057645837656@unknownmsgid> References: <-8968205057645837656@unknownmsgid> Message-ID: <51F5C9B1.5030009@2ndquadrant.com> On 07/26/2013 01:56 AM, Kenneth Crocker wrote: > Kevin, > > Thank you so much. I was looking at the install instructions Craig > mentioned and it looked like I have to be on Mac OS server. I'm not > sure if my 10.7 lion qualifies. In that same email I did say that those are likely out of date but might be useful if you get stuck, suggesting that you should prefer the official RT install documentation. Here's what I wrote: > See the Mac OS X section of > http://requesttracker.wikia.com/wiki/InstallationGuides for hints, but > be aware that these guides are unofficial and may be outdated. > > The official documentation here: http://bestpractical.com/docs/rt/4.0/ > is probably the best starting point. > > Make sure you have a suitable Perl version installed, download unpack > the RT source code, run "make fixdeps" to make sure you have appropriate > Perl modules, and generally follow the install guide. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Sun Jul 28 22:06:53 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Mon, 29 Jul 2013 10:06:53 +0800 Subject: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i In-Reply-To: <51F5C6BA.2060706@2ndquadrant.com> References: <51F5C6BA.2060706@2ndquadrant.com> Message-ID: <51F5CE3D.8080805@2ndquadrant.com> On 07/29/2013 09:34 AM, Craig Ringer wrote: > On 07/26/2013 01:15 AM, EJ Marmonti wrote: >> Greetings >> >> I'm using RT 4.0.10 and am trying to create a scrip to accomplish this. >> If the subject contains the word urgent (not case senstive, thus the >> /urgent/i), I want it to send me an SMS. > > I've already written one; grab RT::Extension::SMSNotify from CPAN. ... and combine it with a simple user-defined condition, something like return $self->Ticket->Subject =~ qr/urgent/i; -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From vadud3 at gmail.com Sun Jul 28 22:55:09 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Sun, 28 Jul 2013 22:55:09 -0400 Subject: [rt-users] RT mysql upgrade Message-ID: Hi All, I were able to test migrate RT 3.8.2 + mysql 5.0.75 on Solaris 10 sparc T100 to RT 4.0.15 + mysql 5.0.77. All looks OK. What is the step to upgrade mysql to latest recommended by RT? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From craig at 2ndquadrant.com Sun Jul 28 23:04:01 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Mon, 29 Jul 2013 11:04:01 +0800 Subject: [rt-users] Sending notification / alert mails without creating comments Message-ID: <51F5DBA1.3030707@2ndquadrant.com> Hi all I've been trying to do something that I expected to be simple with RT: Send reminders to subscribers on a ticket *without* creating any comment or correspondence on the ticket. Send an email silently, in other words. It turns out that much of RT::Action::SendEmail expects to have a current transaction and crashes ungracefully if there isn't one - it doesn't test to see if it gets a value for TransactionObj, but it fails at several points if the transaction is undef. It doesn't really seem to provide a way to tell it what group(s) you want notified except by examining the transaction either. I can write a completely separate action to do the job but I'll have to duplicate much of the code in RT::Action::SendEmail to do so, and that seems like a maintenance nightmare. The module isn't easily extended by a subclass in this way because many of the interesting bits are in the Prepare method anyway. How do others handle sending reminders and alerts, like SLA reminders? Do you just live with the annoying comment spam in tickets? Send mail directly, bypassing most of RT's mail handling code? I'm trying to find a way to reduce the amount of code duplication I need to do to send mail that's consistent with how RT expects other outbound mail to look - appropriate headers, etc. RT::Action::SendEmail::SendMessage(...) has the comment "TODO: Break this out to a separate module" in master and has had for a very long time. Willing to consider a patch that does so and tries to split RT::Action::SendEmail up into smaller, more easily wrapped/overridden methods too? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From asanka_gunasekera at yahoo.co.uk Mon Jul 29 00:17:29 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Mon, 29 Jul 2013 05:17:29 +0100 (BST) Subject: [rt-users] New action and ticket status In-Reply-To: <1374838476.20695.YahooMailNeo@web172602.mail.ir2.yahoo.com> References: <1374832999.42310.YahooMailNeo@web172602.mail.ir2.yahoo.com> <1374838476.20695.YahooMailNeo@web172602.mail.ir2.yahoo.com> Message-ID: <1375071449.63447.YahooMailNeo@web172605.mail.ir2.yahoo.com> Can any one have any idea below is the block that I am using "waiting" new status that I want to show ? ? new_life => { ? ? ? ? initial ? ? ? ? => [ 'new' ], ? ? ? ? active ? ? ? ? ?=> [ 'open', 'waiting', 'stalled', ], ? ? ? ? inactive ? ? ? ?=> [ 'resolved', 'rejected', 'deleted' ], ? ? ? ? defaults => { ? ? ? ? ? ? on_create => 'new', ? ? ? ? ? ? on_merge ?=> 'resolved', ? ? ? ? ? ? approved ?=> 'open', ? ? ? ? ? ? denied ? ?=> 'rejected', ? ? ? ? }, ? ? ? ? transitions => { ? ? ? ? ? ? '' ? ? ? => [qw(new open resolved)], ? ? ? ? ? ? # from ? => [ to list ], ? ? ? ? ? ? new ? ? ?=> [qw(open stalled resolved rejected deleted)], ? ? ? ? ? ? open ? ? => [qw(new stalled resolved rejected deleted)], ? ? ? ? ? ? waiting ? ? => [qw(new stalled resolved rejected deleted)], ? ? ? ? ? ? stalled ?=> [qw(new open rejected resolved deleted)], ? ? ? ? ? ? resolved => [qw(new open stalled rejected deleted)], ? ? ? ? ? ? rejected => [qw(new open stalled resolved deleted)], ? ? ? ? ? ? deleted ?=> [qw(new open stalled rejected resolved)], ? ? ? ? }, ? ? ? ? rights => { ? ? ? ? ? ? '* -> deleted' ?=> 'DeleteTicket', ? ? ? ? ? ? '* -> rejected' => 'ModifyTicket', ? ? ? ? ? ? '* -> *' ? ? ? ?=> 'ModifyTicket', ? ? ? ? }, ? ? ? ? actions => [ ? ? ? ? ? ? 'new -> open' ? ? ?=> { label => '1Open It', ?update => 'Respond' }, ? ? ? ? ? ? 'new -> wiating' ? => { label => '1Waiting', ?update => 'Respond' }, ? ? ? ? ? ? 'new -> resolved' ?=> { label => '1Resolve', ?update => 'Comment' }, ? ? ? ? ? ? 'new -> rejected' ?=> { label => '1Reject', ? update => 'Respond' }, ? ? ? ? ? ? 'new -> deleted' ? => { label => '1Delete' ? ? ? ? ? ? ? ? ? ? ? ?}, ? ? ? ? ? ? 'open -> waiting' ? ? => { label => '2Waiting', ? ?update => 'Respond' }, ? ? ? ? ? ? 'open -> stalled' ?=> { label => '2Stall', ? ?update => 'Comment' }, ? ? ? ? ? ? 'open -> resolved' => { label => '2Resolve', ?update => 'Comment' }, ? ? ? ? actions => [ ? ? ? ? ? ? 'new -> open' ? ? ?=> { label => '1Open It', ?update => 'Respond' }, ? ? ? ? ? ? 'new -> wiating' ? => { label => '1Waiting', ?update => 'Respond' }, ? ? ? ? ? ? 'new -> resolved' ?=> { label => '1Resolve', ?update => 'Comment' }, ? ? ? ? ? ? 'new -> rejected' ?=> { label => '1Reject', ? update => 'Respond' }, ? ? ? ? ? ? 'new -> deleted' ? => { label => '1Delete' ? ? ? ? ? ? ? ? ? ? ? ?}, ? ? ? ? ? ? 'open -> waiting' ? ? => { label => '2Waiting', ? ?update => 'Respond' }, ? ? ? ? ? ? 'open -> stalled' ?=> { label => '2Stall', ? ?update => 'Comment' }, ? ? ? ? ? ? 'open -> resolved' => { label => '2Resolve', ?update => 'Comment' }, ? ? ? ? ? ? 'open -> rejected' => { label => '2Reject', ? update => 'Respond' }, ? ? ? ? ? ? 'waiting -> stalled' ?=> { label => 'WStall', ? ?update => 'Comment' }, ? ? ? ? ? ? 'waiting -> resolved' => { label => 'WResolve', ?update => 'Comment' }, ? ? ? ? ? ? 'waiting -> rejected' => { label => 'WReject', ? update => 'Respond' }, ? ? ? ? ? ? 'stalled -> open' ?=> { label => '3Open It' ? ? ? ? ? ? ? ? ? ? ? }, ? ? ? ? ? ? 'resolved -> open' => { label => '3Re-open', ?update => 'Comment' }, ? ? ? ? ? ? 'rejected -> open' => { label => '3Re-open', ?update => 'Comment' }, ? ? ? ? ? ? 'deleted -> open' ?=> { label => '3Undelete' ? ? ? ? ? ? ? ? ? ? ?}, ? ? ? ? ], ? ? }, ); Thanks and Regards ________________________________ From: Asanka Gunasekera To: "rt-users at lists.bestpractical.com" Sent: Friday, 26 July 2013, 17:04 Subject: Re: New action and ticket status Hi just some more information I am using "RT 4.0.15 Documentation Customizing/Lifecycles" as a guid but I am using RT 4.0.1 Regards? ________________________________ From: Asanka Gunasekera To: "rt-users at lists.bestpractical.com" Sent: Friday, 26 July 2013, 15:33 Subject: New action and ticket status Hi, I am using RT 4 and I my magement wants me to add new status and a action to say "Waitng on Customer to respond" I am trying this using LifeCycles but I am getting no ware. Am I doing the right thing (to use LifeCycles)? I am not sure if the above information is enough? Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From craig at 2ndquadrant.com Mon Jul 29 00:52:20 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Mon, 29 Jul 2013 12:52:20 +0800 Subject: [rt-users] New action and ticket status In-Reply-To: <1375071449.63447.YahooMailNeo@web172605.mail.ir2.yahoo.com> References: <1374832999.42310.YahooMailNeo@web172602.mail.ir2.yahoo.com> <1374838476.20695.YahooMailNeo@web172602.mail.ir2.yahoo.com> <1375071449.63447.YahooMailNeo@web172605.mail.ir2.yahoo.com> Message-ID: <51F5F504.3060501@2ndquadrant.com> On 07/29/2013 12:17 PM, Asanka Gunasekera wrote: > transitions => { > '' => [qw(new open resolved)], > > # from => [ to list ], > new => [qw(open stalled resolved rejected deleted)], > open => [qw(new stalled resolved rejected deleted)], > waiting => [qw(new stalled resolved rejected deleted)], > stalled => [qw(new open rejected resolved deleted)], > resolved => [qw(new open stalled rejected deleted)], > rejected => [qw(new open stalled resolved deleted)], > deleted => [qw(new open stalled rejected resolved)], > }, There are no statuses in which a transition to 'waiting' is possible. Add 'waiting' to the transition list for suitable source statuses like 'open'. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Mon Jul 29 01:03:06 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Mon, 29 Jul 2013 13:03:06 +0800 Subject: [rt-users] RT4 installation on Centos 6.4 In-Reply-To: <51E01CB4.5030703@ebi.ac.uk> References: <51E01CB4.5030703@ebi.ac.uk> Message-ID: <51F5F78A.9020501@2ndquadrant.com> On 07/12/2013 11:11 PM, Pedro Albuquerque wrote: > Hi, > > Which redhat packages are needed to run sucessfully "make fixdeps"? AFAIK all you need is make, Perl and CPAN. What's "unsuccesful" about it? What error message are you getting, and after what command? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From craig at 2ndquadrant.com Mon Jul 29 01:10:51 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Mon, 29 Jul 2013 13:10:51 +0800 Subject: [rt-users] How do you configuration-manage your RT install? Message-ID: <51F5F95B.1010202@2ndquadrant.com> Hi all I'm becoming more and more uncomfortable with the way the RT install I'm running is a mixture of config files and configuration in the database. I can't easily version what's in the database in a way that permits sane and simple change tracking and rollback without affecting the ticket data too. Sure, I can attach database level auditing to scrips, etc, but it's a rather crude way to manage things - especially as RT doesn't draw a strong distinction between configuration and operational data. I'm wondering how other RT users handle things like reproducing an RT install from scratch on an empty DB for testing extensions, reproducing bugs on a different version, etc. Do you just do it on an ad-hoc basis as-required? Write custom scripts in the form used by /opt/rt4/etc/upgrade/x/content to feed into RT's upgrade tool? Write your own scrips that use the RT APIs to set things up? Load a dump of your live DB and update it each time? I'm leaning toward taking the upgrade script approach. That way I can test each version of our tracker on a staging copy of the production instance then reproducibly apply the changes to the production machine(s). Anybody else done this? If so, any comments on your experience doing so? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From mdrouet at randco.fr Mon Jul 29 04:24:41 2013 From: mdrouet at randco.fr (Maximilien Drouet) Date: Mon, 29 Jul 2013 10:24:41 +0200 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD In-Reply-To: References: <51EE4719.8030901@2ndquadrant.com> Message-ID: Hi, Yes the user is found and data retrieved correctly (i.e address, zip, etc. ) . Any other idea ? On Tue, Jul 23, 2013 at 11:19 AM, Maximilien Drouet wrote: > Hi, > > > Let me try, i never used ldapsearch before so i need to check the syntax. > > > On Tue, Jul 23, 2013 at 11:04 AM, Craig Ringer wrote: > >> On 07/04/2013 11:00 PM, Maximilien Drouet wrote: >> > (&(&(ObjectCategory=User)(ObjectClass=Person))(sAMAccountName=myuser )) >> >> If you execute this LDAP search directly against your directory with the >> same base dn as given in the logs, does it find the user? >> >> -- >> Craig Ringer http://www.2ndQuadrant.com/ >> PostgreSQL Development, 24x7 Support, Training & Services > > -- Cordialement, Maximilien DROUET -------------- next part -------------- An HTML attachment was scrubbed... URL: From rcolley at cardaccess.com.au Mon Jul 29 04:46:25 2013 From: rcolley at cardaccess.com.au (Richard Colley) Date: Mon, 29 Jul 2013 16:46:25 +0800 Subject: [rt-users] New installation of 4.0.13 - performance problem viewing tickets. Message-ID: I am having a strange performance problem viewing tickets in a recent installation of RT v4.0.13 on RHEL6.4. DB is Postgres 9.2. I think the problem is related to SearchBuilder. I have only about 20 tickets in the db, and when viewing a ticket, it can take up to 10+ secs to display the ticket. The problem doesn't happen everytime, but when it does, I have hundreds (if not thousands) of the following query being executed: SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND conrelid = 75880 AND conkey = '{5}' each query iwth different conrelid and conkey values. A short time ago, I discovered that this problem doesn't *seem* to happen if I log out and log back in. But if I leave a user logged in overnight, then re-use the same session, the problem seems to occur. Grep'ping through code shows that this statement is in DBD:Pg column_info(). That doesn't seem to be directly called from RT, but is part from SearchBuilder. I'm afraid that's all I've got to go on for now. Any suggestions on how to narrow down and eventually remove this issue? Thanks, Richard -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim.h.berry at frb.gov Mon Jul 29 08:51:10 2013 From: jim.h.berry at frb.gov (Jim Berry) Date: Mon, 29 Jul 2013 12:51:10 +0000 Subject: [rt-users] Sending notification / alert mails without creating comments In-Reply-To: <51F5DBA1.3030707@2ndquadrant.com> References: <51F5DBA1.3030707@2ndquadrant.com> Message-ID: <328C311131899241A0CD6A885762A6300DF8BEF1@m1-mailbox03> Craig, On the wiki there was a reference to an rt-remind script at http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind, which we downloaded and modified for our purposes. We have several cron jobs which use it to nag/notify owners, requestors, and managers (hourly, daily, or weekly, depending on the situation). Not optimal, but it has worked for us. Jim -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Craig Ringer Sent: Sunday, July 28, 2013 11:04 PM To: RT users Subject: [rt-users] Sending notification / alert mails without creating comments Hi all I've been trying to do something that I expected to be simple with RT: Send reminders to subscribers on a ticket *without* creating any comment or correspondence on the ticket. Send an email silently, in other words. It turns out that much of RT::Action::SendEmail expects to have a current transaction and crashes ungracefully if there isn't one - it doesn't test to see if it gets a value for TransactionObj, but it fails at several points if the transaction is undef. It doesn't really seem to provide a way to tell it what group(s) you want notified except by examining the transaction either. I can write a completely separate action to do the job but I'll have to duplicate much of the code in RT::Action::SendEmail to do so, and that seems like a maintenance nightmare. The module isn't easily extended by a subclass in this way because many of the interesting bits are in the Prepare method anyway. How do others handle sending reminders and alerts, like SLA reminders? Do you just live with the annoying comment spam in tickets? Send mail directly, bypassing most of RT's mail handling code? I'm trying to find a way to reduce the amount of code duplication I need to do to send mail that's consistent with how RT expects other outbound mail to look - appropriate headers, etc. RT::Action::SendEmail::SendMessage(...) has the comment "TODO: Break this out to a separate module" in master and has had for a very long time. Willing to consider a patch that does so and tries to split RT::Action::SendEmail up into smaller, more easily wrapped/overridden methods too? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Mon Jul 29 09:04:32 2013 From: jbrandt at bestpractical.com (Jim Brandt) Date: Mon, 29 Jul 2013 09:04:32 -0400 Subject: [rt-users] Sending notification / alert mails without creating comments In-Reply-To: <328C311131899241A0CD6A885762A6300DF8BEF1@m1-mailbox03> References: <51F5DBA1.3030707@2ndquadrant.com> <328C311131899241A0CD6A885762A6300DF8BEF1@m1-mailbox03> Message-ID: <51F66860.7000900@bestpractical.com> This draft documentation describes how to send notifications without logging a comment or reply: https://github.com/bestpractical/rt/blob/4.0/add-rt-crontool-docs/docs/automating_rt.pod On 7/29/13 8:51 AM, Jim Berry wrote: > Craig, > > On the wiki there was a reference to an rt-remind script at > http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind, which we > downloaded and modified for our purposes. We have several cron jobs > which use it to nag/notify owners, requestors, and managers (hourly, > daily, or weekly, depending on the situation). Not optimal, but it has > worked for us. > > Jim > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Craig Ringer > Sent: Sunday, July 28, 2013 11:04 PM > To: RT users > Subject: [rt-users] Sending notification / alert mails without creating > comments > > Hi all > > I've been trying to do something that I expected to be simple with RT: > Send reminders to subscribers on a ticket *without* creating any comment > or correspondence on the ticket. Send an email silently, in other words. > > It turns out that much of RT::Action::SendEmail expects to have a > current transaction and crashes ungracefully if there isn't one - it > doesn't test to see if it gets a value for TransactionObj, but it fails > at several points if the transaction is undef. It doesn't really seem to > provide a way to tell it what group(s) you want notified except by > examining the transaction either. > > I can write a completely separate action to do the job but I'll have to > duplicate much of the code in RT::Action::SendEmail to do so, and that > seems like a maintenance nightmare. The module isn't easily extended by > a subclass in this way because many of the interesting bits are in the > Prepare method anyway. > > How do others handle sending reminders and alerts, like SLA reminders? > Do you just live with the annoying comment spam in tickets? Send mail > directly, bypassing most of RT's mail handling code? > > > I'm trying to find a way to reduce the amount of code duplication I need > to do to send mail that's consistent with how RT expects other outbound > mail to look - appropriate headers, etc. > > RT::Action::SendEmail::SendMessage(...) has the comment "TODO: Break > this out to a separate module" in master and has had for a very long > time. Willing to consider a patch that does so and tries to split > RT::Action::SendEmail up into smaller, more easily wrapped/overridden > methods too? > -- > Craig Ringer http://www.2ndQuadrant.com/ > PostgreSQL Development, 24x7 Support, Training & Services > -- From presnypreklad at gmail.com Mon Jul 29 09:37:34 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Mon, 29 Jul 2013 15:37:34 +0200 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD In-Reply-To: References: <51EE4719.8030901@2ndquadrant.com> Message-ID: > Any other idea ? Yes. As Kevin indicated, I would start with your 'attr_match_list'. On your testing/development RT instance, try running it with just: 'attr_match_list' => [ 'Name' ], and see if the user can log in. Tell us what happens. Also, judging from the "Couldn't create user myuser : Email address in use" error I would guess some other user has that email address. Try searching for users with that email address in RT and tell us what you find. Good luck. Nathan From falcone at bestpractical.com Mon Jul 29 11:29:27 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 29 Jul 2013 11:29:27 -0400 Subject: [rt-users] New installation of 4.0.13 - performance problem viewing tickets. In-Reply-To: References: Message-ID: <20130729152927.GW22003@jibsheet.com> On Mon, Jul 29, 2013 at 04:46:25PM +0800, Richard Colley wrote: > I am having a strange performance problem viewing tickets in a recent > installation of RT v4.0.13 on RHEL6.4. DB is Postgres 9.2. Which version of DBD::Pg are you using? There were problems with column_info on older versions of DBD::Pg when run against Pg 9.2 While RT doesn't directly use that method (outside of upgrades) you may be running into some other issue. You can find your module versions on Tools -> Configuration -> Tools -> System Configuration and searching for DBD::Pg. -kevin > I think the problem is related to SearchBuilder. > > I have only about 20 tickets in the db, and when viewing a ticket, it can > take up to 10+ secs to display the ticket. > > The problem doesn't happen everytime, but when it does, I have hundreds (if > not thousands) of the following query being executed: > > SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND > conrelid = 75880 AND conkey = '{5}' > > each query iwth different conrelid and conkey values. > > A short time ago, I discovered that this problem doesn't *seem* to happen > if I log out and log back in. But if I leave a user logged in overnight, > then re-use the same session, the problem seems to occur. > > Grep'ping through code shows that this statement is in DBD:Pg > column_info(). That doesn't seem to be directly called from RT, but is > part from SearchBuilder. > > I'm afraid that's all I've got to go on for now. Any suggestions on how to > narrow down and eventually remove this issue? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From rcolley at cardaccess.com.au Mon Jul 29 11:32:09 2013 From: rcolley at cardaccess.com.au (Richard Colley) Date: Mon, 29 Jul 2013 23:32:09 +0800 Subject: [rt-users] New installation of 4.0.13 - performance problem viewing tickets. In-Reply-To: <20130729152927.GW22003@jibsheet.com> References: <20130729152927.GW22003@jibsheet.com> Message-ID: On 29 July 2013 23:29, Kevin Falcone wrote: > On Mon, Jul 29, 2013 at 04:46:25PM +0800, Richard Colley wrote: > > I am having a strange performance problem viewing tickets in a recent > > installation of RT v4.0.13 on RHEL6.4. DB is Postgres 9.2. > > Which version of DBD::Pg are you using? DBD::Pg is version 2.19.3. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Mon Jul 29 11:33:14 2013 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 29 Jul 2013 15:33:14 +0000 Subject: [rt-users] Scrip Message-ID: <6bd58fa29b3e46a8828fe5bb41b143ca@BLUPR05MB103.namprd05.prod.outlook.com> Hello I am using Version 4.0.13. I would like to call a script when someone logs into the application. Is this possible? What action or condition would I use? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From vadud3 at gmail.com Mon Jul 29 14:40:23 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 29 Jul 2013 14:40:23 -0400 Subject: [rt-users] RT mysql upgrade In-Reply-To: References: Message-ID: On Sun, Jul 28, 2013 at 10:55 PM, Asif Iqbal wrote: > Hi All, > > I were able to test migrate RT 3.8.2 + mysql 5.0.75 on Solaris 10 sparc > T100 > to RT 4.0.15 + mysql 5.0.77. > > All looks OK. > > What is the step to upgrade mysql to latest recommended by RT? > If I upgrade to 5.1 do I need to run ``make upgrade-database'' everytime ? > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From landonstewart at gmail.com Mon Jul 29 15:23:53 2013 From: landonstewart at gmail.com (Landon) Date: Mon, 29 Jul 2013 12:23:53 -0700 Subject: [rt-users] Purposeful circumvention of loop prevention Message-ID: We have two instances of RT. One is RTIR and the other is a very large-scale RT. Tickets created in RTIR's Blocks queue cause an email to be sent to an "ABUSE-BLOCKS" queue in RT. This all works fine. If someone replies to the RT ticket the subject gets updated in RTIR to include the ticket # so that future updates in RTIR will go to the right ticket in RT. What I want to do is have RT sent an auto-reply when the ticket is created from the email sent by RTIR but the loop prevention is preventing this. I set the From, Reply-To and Precedence headers in the template to override this behaviour and although I'm not seeing the "RT-DetectedAutoGenerated: true" or the "RT-Squelch-Replies-To:" header on the RT end anymore it still doesn't send an autoreply. I've even tried overriding the "X-RT-Loop-Prevention:" header in the template but this is apparently added anyway and cannot be overriden. The others were overridden without an issue except not that one. What else can I do to trigger an autoreply here? I know the risks and I'm sure it's safe to do so here in this case without causing a loop. -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Mon Jul 29 16:30:50 2013 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 29 Jul 2013 16:30:50 -0400 Subject: [rt-users] [rt-announce] RT 4.0.16 released Message-ID: <1375129850.19935.1.camel@umgah.localdomain> This release fixes an important regression in the Shredder tool included in 4.0.14 and 4.0.15. Attempting to run the Shredder tool from the command line would fail with a compile-time error. http://download.bestpractical.com/pub/rt/release/rt-4.0.16.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.16.tar.gz.sig SHA1 sums 72dec0d1a6ffbedcab1db2dc1a8aee358e4fe731 rt-4.0.16.tar.gz 3fd72d7d7458577d286be2361c6be23fd95ab7d8 rt-4.0.16.tar.gz.sig A complete changelog is available from git by running: git log rt-4.0.15..rt-4.0.16 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.15...rt-4.0.16 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From landonstewart at gmail.com Mon Jul 29 17:22:55 2013 From: landonstewart at gmail.com (Landon) Date: Mon, 29 Jul 2013 14:22:55 -0700 Subject: [rt-users] Purposeful circumvention of loop prevention In-Reply-To: References: Message-ID: Nevermind this. It was working with the changes I made but the admin of the other RT had to make some changes so the email would come back. It was being generated but wasn't getting to us. Not RT related though. On 29 July 2013 12:23, Landon wrote: > We have two instances of RT. One is RTIR and the other is a very > large-scale RT. Tickets created in RTIR's Blocks queue cause an email to > be sent to an "ABUSE-BLOCKS" queue in RT. This all works fine. If someone > replies to the RT ticket the subject gets updated in RTIR to include the > ticket # so that future updates in RTIR will go to the right ticket in RT. > > What I want to do is have RT sent an auto-reply when the ticket is created > from the email sent by RTIR but the loop prevention is preventing this. I > set the From, Reply-To and Precedence headers in the template to override > this behaviour and although I'm not seeing the "RT-DetectedAutoGenerated: > true" or the "RT-Squelch-Replies-To:" header on the RT end anymore it still > doesn't send an autoreply. I've even tried overriding the > "X-RT-Loop-Prevention:" header in the template but this is apparently added > anyway and cannot be overriden. The others were overridden without an issue > except not that one. > > What else can I do to trigger an autoreply here? I know the risks and I'm > sure it's safe to do so here in this case without causing a loop. > > -- > Landon Stewart > -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul at tracker-software.com Mon Jul 29 17:30:35 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Mon, 29 Jul 2013 14:30:35 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <20130726125343.GS22003@jibsheet.com> References: <51F09D4B.5090604@tracker-software.com> <20130725163239.GO22003@jibsheet.com> <51F18ECB.50401@tracker-software.com> <20130726125343.GS22003@jibsheet.com> Message-ID: <51F6DEFB.1090407@tracker-software.com> Thanks Kevin, I'm going through that right now. I must admit I'm a little confused by the whole LifeCycle thing. I'm going through http://bestpractical.com/docs/rt/4.0/customizing/lifecycles.html now to see if I can swing this. In the meanwhile I am finding that after running *make upgrade-database* (took me through all the upgrades from 3.8.4 to 4.0.15) and then trying to set up Apache again I'm running into a loop on the login page. If I run Apache I don't get a login page at all. If I stop Apache and start /opt/rt4/sbin/rt-server then I get: Reason: your browser did not supply a Referrer header (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:397) [Mon Jul 29 21:25:46 2013] [notice]: Marking original destination as having side-effects before redirecting for login. Request: /rt/NoAuth/Login.html?next=d820f5cbf943dfe116cbee257b840411 Reason: your browser did not supply a Referrer header (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:397) [Mon Jul 29 21:26:00 2013] [error]: FAILED LOGIN for root from 192.168.0.254 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:753) [Mon Jul 29 21:26:12 2013] [error]: FAILED LOGIN for rtuser from 192.168.0.254 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:753) I'm assuming I've not actually managed to get my database upgraded properly as I'm very confident of the credentials used (tried others as well that worked in 3.8.4). After running *make upgrade-database* do I still need to do the individual upgrades in each of the README files for the various updates or does *make upgrade-database* effectively do the same? Thanks *Paul O'Rorke* Tracker Software Products paul at tracker-software.com On 7/26/2013 5:53 AM, Kevin Falcone wrote: > On Thu, Jul 25, 2013 at 01:47:07PM -0700, Paul O'Rorke wrote: >> I meant the README Docs in the installer archive mostly. >> >> My concern with the migration is that I used custom statuses for queues and I have to now use >> the LifeCycle set up. I wasn't sure how the DB restore would go because I imagine I'm going >> to have different fields in my database than what 4.0.18 expects. Anyway - installing 4.0.14 >> on my new server now and will get back I'm sure if I run into any troubles... > To start, just port your custom statuses to LifeCycles. That should > be as easy as adding them to the active and inactive lists and > defining some transitions. > > Once you're migrated, you can deal with tweaking them to be more > complicated. > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From kriggle at akamai.com Mon Jul 29 17:42:37 2013 From: kriggle at akamai.com (Riggle, Kevin) Date: Mon, 29 Jul 2013 15:42:37 -0600 Subject: [rt-users] Cc'ing requestors on comments Message-ID: Hi all, I had an interesting issue crop up recently. One of my users commented on a ticket but Cc'd the requestor. The requestor didn't have CommentOnTicket privileges, so when they responded, RT silently dropped the mail. The only reason we noticed was because the requestor had also Cc'd someone else. This behavior surprised my user, and surprised the requestor. I now understand why it happened, but it also surprised me. Is this behavior intentional? Are there ways to reduce the surprise to the users? (Possibly by filtering the Cc list by users who have CommentOnTicket, or sending mail to users who don't have CommentOnTicket from the correspondence address, so that their replies get recorded?) - Kevin From paul at tracker-software.com Mon Jul 29 17:57:49 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Mon, 29 Jul 2013 14:57:49 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <51F6DEFB.1090407@tracker-software.com> References: <51F09D4B.5090604@tracker-software.com> <20130725163239.GO22003@jibsheet.com> <51F18ECB.50401@tracker-software.com> <20130726125343.GS22003@jibsheet.com> <51F6DEFB.1090407@tracker-software.com> Message-ID: <51F6E55D.40202@tracker-software.com> I guess I should add that although I cannot log into RT through the WEB I can confirm that both root and rtuser can access mysql locally via the command line. I guess however that although the users that RT runs as can access MySQL that does not mean that the users defined in there are working... *Paul O'Rorke* Tracker Software Products paul at tracker-software.com On 7/29/2013 2:30 PM, Paul O'Rorke wrote: > Thanks Kevin, > > I'm going through that right now. I must admit I'm a little confused > by the whole LifeCycle thing. I'm going through > http://bestpractical.com/docs/rt/4.0/customizing/lifecycles.html now > to see if I can swing this. > > In the meanwhile I am finding that after running *make > upgrade-database* (took me through all the upgrades from 3.8.4 to > 4.0.15) and then trying to set up Apache again I'm running into a loop > on the login page. If I run Apache I don't get a login page at all. > If I stop Apache and start > /opt/rt4/sbin/rt-server > then I get: > > Reason: your browser did not supply a Referrer header > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:397) > [Mon Jul 29 21:25:46 2013] [notice]: Marking original destination as > having side-effects before redirecting for login. > Request: /rt/NoAuth/Login.html?next=d820f5cbf943dfe116cbee257b840411 > Reason: your browser did not supply a Referrer header > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:397) > [Mon Jul 29 21:26:00 2013] [error]: FAILED LOGIN for root from > 192.168.0.254 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:753) > [Mon Jul 29 21:26:12 2013] [error]: FAILED LOGIN for rtuser from > 192.168.0.254 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:753) > > I'm assuming I've not actually managed to get my database upgraded > properly as I'm very confident of the credentials used (tried others > as well that worked in 3.8.4). After running *make upgrade-database* > do I still need to do the individual upgrades in each of the README > files for the various updates or does *make upgrade-database* > effectively do the same? > > Thanks > > > *Paul O'Rorke* > Tracker Software Products > paul at tracker-software.com > > > On 7/26/2013 5:53 AM, Kevin Falcone wrote: >> On Thu, Jul 25, 2013 at 01:47:07PM -0700, Paul O'Rorke wrote: >>> I meant the README Docs in the installer archive mostly. >>> >>> My concern with the migration is that I used custom statuses for queues and I have to now use >>> the LifeCycle set up. I wasn't sure how the DB restore would go because I imagine I'm going >>> to have different fields in my database than what 4.0.18 expects. Anyway - installing 4.0.14 >>> on my new server now and will get back I'm sure if I run into any troubles... >> To start, just port your custom statuses to LifeCycles. That should >> be as easy as adding them to the active and inactive lists and >> defining some transitions. >> >> Once you're migrated, you can deal with tweaking them to be more >> complicated. >> >> -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From craig at 2ndquadrant.com Mon Jul 29 22:56:40 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 30 Jul 2013 10:56:40 +0800 Subject: [rt-users] Sending notification / alert mails without creating comments In-Reply-To: <328C311131899241A0CD6A885762A6300DF8BEF1@m1-mailbox03> References: <51F5DBA1.3030707@2ndquadrant.com> <328C311131899241A0CD6A885762A6300DF8BEF1@m1-mailbox03> Message-ID: <51F72B68.8030201@2ndquadrant.com> On 07/29/2013 08:51 PM, Jim Berry wrote: > Craig, > > On the wiki there was a reference to an rt-remind script at > http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind, which we > downloaded and modified for our purposes. We have several cron jobs > which use it to nag/notify owners, requestors, and managers (hourly, > daily, or weekly, depending on the situation). Not optimal, but it > has worked for us. Thanks for the tip. That script doesn't fit my needs as I need notifications on the order of minutes not hours, individual mails for each ticket, and really want them triggered from rt-crontool via TicketSQL searches. It's certainly interesting. I haven't had the same issues with my SMS notifications because the code for them _expects_ to have to collect its own recipient list, doesn't care about the squashed recipient list, doesn't care about RT's custom email headers, and knows how to deliver SMSes directly. For email I'd rather avoid duplicating all the stuff RT already does in these areas - correctly handling squashing, adding the RT specific headers for loop control, ticket ID, appropriate Referer headers, etc. I think I'm going to have to refactor RT::Action::SendEmail pretty heavily. With luck the BestPractical team might accept a patch if I can do it without breaking things that wrap it while still making it re-usable. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From alok43433 at gmail.com Tue Jul 30 00:29:35 2013 From: alok43433 at gmail.com (ALok) Date: Tue, 30 Jul 2013 04:29:35 +0000 (UTC) Subject: [rt-users] HTML attachment - transaction has no content References: Message-ID: Mark Regensberg yaxs.net> writes: > > Hi List > > We are running 3.8.8 on Debian/mod_perl/Perl v5.10 > > Our RT instance has been working for some time - we now have a queue where HTML/rich text emails (outbound) > are preferred for a variety of reasons. > > When an HTML /reply/ to correspondence is sent out with an attachment, the correct scrip fires (On > Correspond Notify Requestors and Ccs) however the requestor receives a "This transaction appears to > have no content" email with the attachment. > > The ticket history shows the same, i.e. the HTML body portion has been dropped. Excerpt below. Content type > is text/plain, but I have no idea where this is set for outbound mails. > > I have trawled the lists, docs and wiki and seen a few references to (what appears to be a) this bug, but I can't > work out if this is a current bug or if we aren't handling/configuring something correctly. > > any ideas appreciated. > > --Mark > > From the ticket history: > > Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/) > RT-Originator: **cut** > To: **cut** > MIME-Version: 1.0 > X-RT-Original-Encoding: utf-8 > Date: Fri, 28 Jan 2011 16:46:11 +0200 > RT-Attachment: 19739/277018/184165 > RT-Attachment: 19739/277018/184166 > Content-Type: text/plain; charset="utf-8" > Content-Transfer-Encoding: 8bit > > This transaction appears to have no content > > From the logs: > > [Fri Jan 28 14:46:11 2011] [info]: **cut**> > #19739/277018 - Scrip 6 On Correspond Notify Requestors and Ccs (/opt/rt3/bin/../lib/ > RT/Action/SendEmail.pm:300) > [Fri Jan 28 14:46:11 2011] [info]: **cut**> sent To: > ***cut*** (/opt/rt3/bin/../lib/RT/Action/SendEmail.p > m:331) > > Dear Mark, H ave you able to resolved the issue.Me also facing the same issue.Please help me out in this . Thanks Alok From mdrouet at randco.fr Tue Jul 30 09:23:13 2013 From: mdrouet at randco.fr (Maximilien Drouet) Date: Tue, 30 Jul 2013 15:23:13 +0200 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD In-Reply-To: References: <51EE4719.8030901@2ndquadrant.com> Message-ID: Hi, Unfortunately same problem with this filter :( Regarding the address I tried many times, even fresh install :( Same problem. On Mon, Jul 29, 2013 at 3:37 PM, Nathan Cutler wrote: > > Any other idea ? > > Yes. As Kevin indicated, I would start with your 'attr_match_list'. On > your testing/development RT instance, try running it with just: > > 'attr_match_list' => [ 'Name' ], > > and see if the user can log in. Tell us what happens. > > Also, judging from the "Couldn't create user myuser : Email address in > use" error I would guess some other user has that email address. Try > searching for users with that email address in RT and tell us what you > find. > > Good luck. > > Nathan > -- Cordialement, Maximilien DROUET Consultant Syst?mes & R?seaux RANDCO, Cabinet de conseil en R?seau, S?curit? & Syst?mes 19 Rue Pierre LESCOT 75001 Paris Mob. 06.30.91.70.09 Fax. 01.72.74.44.01 http://www.randco.fr -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Tue Jul 30 10:25:11 2013 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 30 Jul 2013 09:25:11 -0500 Subject: [rt-users] Error when creating ticket after 4.0.6 --> 4.0.16 upgrade In-Reply-To: References: Message-ID: Dug into the code...looks like I put some custom code in Create.html: 119 % if (QueueObj ->Name eq 'Desk Tasks') { 120 <& /Elements/EmailInput, Name => 'Requestors', Size => undef, Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &> 121 % } else { 122 <& /Elements/EmailInput, Name => 'Requestors', Size => undef, Default => $ARGS{Requestors} &> 123 %} 124 % $m->callback( CallbackName => 'AfterRequestors', QueueObj => $QueueObj, ARGSRef => \%ARGS ); Is there something wrong in line 119 that won't work in 4.0.16? -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Tue, Jul 30, 2013 at 9:13 AM, Max McGrath wrote: > Hi All - > > Just upgraded my test instance of RT from 4.0.6 to 4.0.16. The upgrade > process goes smoothly with no errors. But afterwards when I attempt to > create a ticket the web page displays the *Basics* form, and nothing > else, except an error: "An internal RT error has ocurred. Your > administrator can find more details in RT's log files.". > > So...I went and checked rt.log and saw this anytime I try to create a > ticket via the web: > > [Tue Jul 30 14:10:06 2013] [error]: Can't locate object method "Name" via > package "QueueObj" (perhaps you forgot to load "QueueObj"?) at > /opt/rt4/local/html/Ticket/Create.html line 119. > > Stack: > [/opt/rt4/local/html/Ticket/Create.html:119] > [/opt/rt4/share/html/Widgets/TitleBox:56] > [/opt/rt4/local/html/Ticket/Create.html:195] > [/opt/rt4/share/html/Ticket/autohandler:66] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) > > > I don't know what to make of any of that. Any help is appreciated! > > Max > -- > Max McGrath > Network Administrator > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Jul 30 10:35:42 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 30 Jul 2013 18:35:42 +0400 Subject: [rt-users] QuickSearch In-Reply-To: References: Message-ID: On Fri, Jul 26, 2013 at 8:55 PM, Bryon Baker wrote: > Is it possible to change the fields displayed in the QuickSearch panel? > > I would like to remove "Stalled" and added "Closed" > Only by hacking share/html/Elements/QueueSummary* files, but we recommend not to add inactive statuses to this portlet as it slows page down over time. I am running version RT 4.0.13 > > Thanks > Bryon Baker > Network Operations Manager > Copesan - Specialists in Pest Solutions > 800-267-3726 . 262-783-6261 ext. 2296 > bbaker at copesan.com > www.copesan.com > "Servicing North America with Local Care" > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmates at uw.edu Tue Jul 30 10:37:01 2013 From: jmates at uw.edu (Jeremy Mates) Date: Tue, 30 Jul 2013 14:37:01 +0000 Subject: [rt-users] Error when creating ticket after 4.0.6 --> 4.0.16 upgrade In-Reply-To: References: Message-ID: <20130730143701.GU19459@valen.ee.washington.edu> * Max McGrath > 119 % if (QueueObj ->Name eq 'Desk Tasks') { One use of QueueObj has a leading $, the other does not, curious! > 124 % $m->callback( CallbackName => 'AfterRequestors', QueueObj => > $QueueObj, ARGSRef => \%ARGS ); From falcone at bestpractical.com Tue Jul 30 10:42:34 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 30 Jul 2013 10:42:34 -0400 Subject: [rt-users] Migration Prep In-Reply-To: <51F6DEFB.1090407@tracker-software.com> References: <51F09D4B.5090604@tracker-software.com> <20130725163239.GO22003@jibsheet.com> <51F18ECB.50401@tracker-software.com> <20130726125343.GS22003@jibsheet.com> <51F6DEFB.1090407@tracker-software.com> Message-ID: <20130730144234.GX22003@jibsheet.com> On Mon, Jul 29, 2013 at 02:30:35PM -0700, Paul O'Rorke wrote: > In the meanwhile I am finding that after running make upgrade-database (took me through all > the upgrades from 3.8.4 to 4.0.15) and then trying to set up Apache again I'm running into a > loop on the login page. If I run Apache I don't get a login page at all. If I stop Apache > and start Are you running your 3.8 Apache config or a new 4.0 config. We can't help debug that problem without seeing error logs or a config. > /opt/rt4/sbin/rt-server > > then I get: You don't say what you did to cause this. Load the login page? Attempt to log in? There are clearly a few actions mixed in there. Also - did you run the password updater, either as a security fix back in 3.8 or more recently as part of the upgrade? http://bestpractical.com/docs/rt/latest/UPGRADING-3.8.html -kevin > Reason: your browser did not supply a Referrer header > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:397) > [Mon Jul 29 21:25:46 2013] [notice]: Marking original destination as having side-effects > before redirecting for login. > Request: /rt/NoAuth/Login.html?next=d820f5cbf943dfe116cbee257b840411 > Reason: your browser did not supply a Referrer header > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:397) > [Mon Jul 29 21:26:00 2013] [error]: FAILED LOGIN for root from 192.168.0.254 > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:753) > [Mon Jul 29 21:26:12 2013] [error]: FAILED LOGIN for rtuser from 192.168.0.254 > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:753) > I'm assuming I've not actually managed to get my database upgraded properly as I'm very > confident of the credentials used (tried others as well that worked in 3.8.4). After running > make upgrade-database do I still need to do the individual upgrades in each of the README > files for the various updates or does make upgrade-database effectively do the same? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mmcgrath at carthage.edu Tue Jul 30 10:13:04 2013 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 30 Jul 2013 09:13:04 -0500 Subject: [rt-users] Error when creating ticket after 4.0.6 --> 4.0.16 upgrade Message-ID: Hi All - Just upgraded my test instance of RT from 4.0.6 to 4.0.16. The upgrade process goes smoothly with no errors. But afterwards when I attempt to create a ticket the web page displays the *Basics* form, and nothing else, except an error: "An internal RT error has ocurred. Your administrator can find more details in RT's log files.". So...I went and checked rt.log and saw this anytime I try to create a ticket via the web: [Tue Jul 30 14:10:06 2013] [error]: Can't locate object method "Name" via package "QueueObj" (perhaps you forgot to load "QueueObj"?) at /opt/rt4/local/html/Ticket/Create.html line 119. Stack: [/opt/rt4/local/html/Ticket/Create.html:119] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/local/html/Ticket/Create.html:195] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) I don't know what to make of any of that. Any help is appreciated! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From christopher.costa at gmail.com Tue Jul 30 11:18:38 2013 From: christopher.costa at gmail.com (Christopher Costa) Date: Tue, 30 Jul 2013 11:18:38 -0400 Subject: [rt-users] GPG Auto Key Retrieval Message-ID: Hello, I have been able to get GPG integrated with RT using manually installed public keys, but I'm now trying to get auto key retrieval to work. The RT documentation suggests (to me, anyway) that this is possible. I haven't had any luck getting it working, and I'm curious if any other users have, and would have any tips. I've configured RT this way in RT_SiteConfig: Set(%GnuPG, Enable => 1, OutgoingMessagesFormat => "RFC", # Inline AllowEncryptDataInDB => 0, RejectOnMissingPrivateKey => 1, RejectOnBadData => 1, ); Set(%GnuPGOptions, homedir => q{var/data/gpg}, keyserver => 'xxxx://xxx.xxx.xxx.xxx', 'always-trust' => undef, 'auto-key-locate' => 'keyserver', 'keyserver-options' => 'auto-key-retrieve', ); However, when I attempt to send an email to somebody who doesn't already have a key on the keyring, I get this error in the UI: User XXXXXXXXXX has a problem. There is no key suitable for encryption. Select a key you want to use for encryption: No usable keys. and in the rt.log I see this: [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No public key (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No public key (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No public key (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) It *appears* that RT is checking the keyring, and erroring out if it doesn't find a key, which is not what I expected to happened (I was expecting the key would be retrieved automatically at the time of encryption). I have executed gpg from the command line with these options, and I can retrieve a user key automatically and encrypt a file. So I am pretty sure the problem isn't with the keyserver, or the options themselves. I'm holding out hope that I'm simply doing something wrong within RT, and that there is some other setting I've overlooked. Thanks! Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From wendi413 at gmail.com Tue Jul 30 11:52:05 2013 From: wendi413 at gmail.com (wendi413) Date: Tue, 30 Jul 2013 08:52:05 -0700 (PDT) Subject: [rt-users] Custom Field (Priority) not Updating Actual Priority Message-ID: <1375199525060-54815.post@n7.nabble.com> I have setup a Custom Field for users to enter a Priority (Minor/Low/Medium/High/Critical). When a ticket is created, this custom field updates the actual Priority via a custom scrip. Condition: On Transaction Action: User Defined Stage: TransactionCreate Snippet: my $cf_va = $self->TicketObj->FirstCustomFieldValue('Priority'); #Set Priority number based on the text value set by the end user my $pri_va = ""; $pri_va = "4" if ($cf_va =~ /^Critical/ or $cf_va == "4"); $pri_va = "3" if ($cf_va =~ /^High/ or $cf_va == "3"); $pri_va = "2" if ($cf_va =~ /^Medium/ or $cf_va == "2"); $pri_va = "1" if ($cf_va =~ /^Low/ or $cf_va == "1"); $pri_va = "0" if ($cf_va =~ /^Minor/); #Set the priority if($pri_va != ""){$self->TicketObj->SetPriority($pri_va)}; This works fine, but if someone goes into the ticket Basics and changes the Priority via the CF, it does not update the actual Priority? It will update if they send out an email, etc. Curious what I am missing here? New to RT and it's super powerful but baffling. :) Thanks for any leads! -- View this message in context: http://requesttracker.8502.n7.nabble.com/Custom-Field-Priority-not-Updating-Actual-Priority-tp54815.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Tue Jul 30 12:03:57 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 30 Jul 2013 12:03:57 -0400 Subject: [rt-users] Custom Field (Priority) not Updating Actual Priority In-Reply-To: <1375199525060-54815.post@n7.nabble.com> References: <1375199525060-54815.post@n7.nabble.com> Message-ID: <20130730160357.GY22003@jibsheet.com> On Tue, Jul 30, 2013 at 08:52:05AM -0700, wendi413 wrote: > I have setup a Custom Field for users to enter a Priority > (Minor/Low/Medium/High/Critical). When a ticket is created, this custom > field updates the actual Priority via a custom scrip. You may just want to use https://metacpan.org/release/RT-Extension-PriorityAsString -kevin > Condition: On Transaction > Action: User Defined > Stage: TransactionCreate > Snippet: > my $cf_va = $self->TicketObj->FirstCustomFieldValue('Priority'); > > #Set Priority number based on the text value set by the end user > my $pri_va = ""; > $pri_va = "4" if ($cf_va =~ /^Critical/ or $cf_va == "4"); > $pri_va = "3" if ($cf_va =~ /^High/ or $cf_va == "3"); > $pri_va = "2" if ($cf_va =~ /^Medium/ or $cf_va == "2"); > $pri_va = "1" if ($cf_va =~ /^Low/ or $cf_va == "1"); > $pri_va = "0" if ($cf_va =~ /^Minor/); > > #Set the priority > if($pri_va != ""){$self->TicketObj->SetPriority($pri_va)}; > > This works fine, but if someone goes into the ticket Basics and changes the > Priority via the CF, it does not update the actual Priority? It will update > if they send out an email, etc. Curious what I am missing here? New to RT > and it's super powerful but baffling. :) Thanks for any leads! -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jul 30 12:09:29 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 30 Jul 2013 12:09:29 -0400 Subject: [rt-users] GPG Auto Key Retrieval In-Reply-To: References: Message-ID: <20130730160929.GZ22003@jibsheet.com> On Tue, Jul 30, 2013 at 11:18:38AM -0400, Christopher Costa wrote: > I have been able to get GPG integrated with RT using manually installed public keys, but I'm > now trying to get auto key retrieval to work. The RT documentation suggests (to me, anyway) > that this is possible. I haven't had any luck getting it working, and I'm curious if any other > users have, and would have any tips. I've configured RT this way in RT_SiteConfig: You say you've tested without outgoing emails, have you tested with an incoming mail from an unknown user? Also, ensure that your logging is set to debug, not just error. -kevin > Set(%GnuPG, > Enable => 1, > OutgoingMessagesFormat => "RFC", # Inline > AllowEncryptDataInDB => 0, > RejectOnMissingPrivateKey => 1, > RejectOnBadData => 1, > ); > > Set(%GnuPGOptions, > homedir => q{var/data/gpg}, > keyserver => 'xxxx://xxx.xxx.xxx.xxx', > 'always-trust' => undef, > 'auto-key-locate' => 'keyserver', > 'keyserver-options' => 'auto-key-retrieve', > ); > > However, when I attempt to send an email to somebody who doesn't already have a key on the > keyring, I get this error in the UI: > > User XXXXXXXXXX has a problem. There is no key suitable for encryption. > Select a key you want to use for encryption: No usable keys. > > and in the rt.log I see this: > > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No public key > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No public key > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No public key > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) > > It *appears* that RT is checking the keyring, and erroring out if it doesn't find a key, which > is not what I expected to happened (I was expecting the key would be retrieved automatically > at the time of encryption). > I have executed gpg from the command line with these options, and I can retrieve a user key > automatically and encrypt a file. So I am pretty sure the problem isn't with the keyserver, or > the options themselves. I'm holding out hope that I'm simply doing something wrong within RT, > and that there is some other setting I've overlooked. > > Thanks! > Chris -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From christopher.costa at gmail.com Tue Jul 30 12:18:55 2013 From: christopher.costa at gmail.com (Christopher Costa) Date: Tue, 30 Jul 2013 12:18:55 -0400 Subject: [rt-users] GPG Auto Key Retrieval In-Reply-To: <20130730160929.GZ22003@jibsheet.com> References: <20130730160929.GZ22003@jibsheet.com> Message-ID: Hi Kevin, Thus far my focus has been on getting outgoing email to work (that's our primary need). I will make every effort to test inbound email ASAP. On Tue, Jul 30, 2013 at 12:09 PM, Kevin Falcone wrote: > On Tue, Jul 30, 2013 at 11:18:38AM -0400, Christopher Costa wrote: > > I have been able to get GPG integrated with RT using manually > installed public keys, but I'm > > now trying to get auto key retrieval to work. The RT documentation > suggests (to me, anyway) > > that this is possible. I haven't had any luck getting it working, and > I'm curious if any other > > users have, and would have any tips. I've configured RT this way in > RT_SiteConfig: > > You say you've tested without outgoing emails, have you tested with an > incoming mail from an unknown user? > > Also, ensure that your logging is set to debug, not just error. > > -kevin > > > Set(%GnuPG, > > Enable => 1, > > OutgoingMessagesFormat => "RFC", # Inline > > AllowEncryptDataInDB => 0, > > RejectOnMissingPrivateKey => 1, > > RejectOnBadData => 1, > > ); > > > > Set(%GnuPGOptions, > > homedir => q{var/data/gpg}, > > keyserver => 'xxxx://xxx.xxx.xxx.xxx', > > 'always-trust' => undef, > > 'auto-key-locate' => 'keyserver', > > 'keyserver-options' => 'auto-key-retrieve', > > ); > > > > However, when I attempt to send an email to somebody who doesn't > already have a key on the > > keyring, I get this error in the UI: > > > > User XXXXXXXXXX has a problem. There is no key suitable for > encryption. > > Select a key you want to use for encryption: No usable keys. > > > > and in the rt.log I see this: > > > > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No public > key > > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) > > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No public > key > > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) > > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No public > key > > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) > > > > It *appears* that RT is checking the keyring, and erroring out if it > doesn't find a key, which > > is not what I expected to happened (I was expecting the key would be > retrieved automatically > > at the time of encryption). > > I have executed gpg from the command line with these options, and I > can retrieve a user key > > automatically and encrypt a file. So I am pretty sure the problem > isn't with the keyserver, or > > the options themselves. I'm holding out hope that I'm simply doing > something wrong within RT, > > and that there is some other setting I've overlooked. > > > > Thanks! > > Chris > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Tue Jul 30 13:00:13 2013 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 30 Jul 2013 12:00:13 -0500 Subject: [rt-users] Search for Articles on reply not working? Message-ID: Running 4.0.16. Just poking around to see what changes there are. When I go to reply to a ticket, I am trying to search for articles and nothing pops up. I recall in my last version - 4.0.6 -- there was a drop down containing all my articles. Now I can't seem to apply an article in my reply. Am I missing something? -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From wendi413 at gmail.com Tue Jul 30 13:10:07 2013 From: wendi413 at gmail.com (wendi413) Date: Tue, 30 Jul 2013 10:10:07 -0700 (PDT) Subject: [rt-users] Custom Field (Priority) not Updating Actual Priority In-Reply-To: <20130730160357.GY22003@jibsheet.com> References: <1375199525060-54815.post@n7.nabble.com> <20130730160357.GY22003@jibsheet.com> Message-ID: <1375204207816-54820.post@n7.nabble.com> Thanks for the suggestion, Kevin. I am using Priority as a mandatory Custom Field when tickets are created. Is there another way to make selecting a Priority mandatory at ticket creation? If I used PriorityAsString Extension, wouldn't I still have this problem - only they are strings instead? Appreciate the help, still super new to all of this.. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Custom-Field-Priority-not-Updating-Actual-Priority-tp54815p54820.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From christopher.costa at gmail.com Tue Jul 30 14:19:29 2013 From: christopher.costa at gmail.com (Christopher Costa) Date: Tue, 30 Jul 2013 14:19:29 -0400 Subject: [rt-users] GPG Auto Key Retrieval In-Reply-To: References: <20130730160929.GZ22003@jibsheet.com> Message-ID: It looks as if testing inbound email to RT might not be a simple chore in my environment so for now I'm going to focus on outbound email. I do have debug logging enabled. Is there is someplace else worth looking? Am I misunderstanding how auto key retrieval is supposed to work with outbound mail? On Tue, Jul 30, 2013 at 12:18 PM, Christopher Costa < christopher.costa at gmail.com> wrote: > Hi Kevin, > > Thus far my focus has been on getting outgoing email to work (that's our > primary need). I will make every effort to test inbound email ASAP. > > > On Tue, Jul 30, 2013 at 12:09 PM, Kevin Falcone > wrote: > >> On Tue, Jul 30, 2013 at 11:18:38AM -0400, Christopher Costa wrote: >> > I have been able to get GPG integrated with RT using manually >> installed public keys, but I'm >> > now trying to get auto key retrieval to work. The RT documentation >> suggests (to me, anyway) >> > that this is possible. I haven't had any luck getting it working, >> and I'm curious if any other >> > users have, and would have any tips. I've configured RT this way in >> RT_SiteConfig: >> >> You say you've tested without outgoing emails, have you tested with an >> incoming mail from an unknown user? >> >> Also, ensure that your logging is set to debug, not just error. >> >> -kevin >> >> > Set(%GnuPG, >> > Enable => 1, >> > OutgoingMessagesFormat => "RFC", # Inline >> > AllowEncryptDataInDB => 0, >> > RejectOnMissingPrivateKey => 1, >> > RejectOnBadData => 1, >> > ); >> > >> > Set(%GnuPGOptions, >> > homedir => q{var/data/gpg}, >> > keyserver => 'xxxx://xxx.xxx.xxx.xxx', >> > 'always-trust' => undef, >> > 'auto-key-locate' => 'keyserver', >> > 'keyserver-options' => 'auto-key-retrieve', >> > ); >> > >> > However, when I attempt to send an email to somebody who doesn't >> already have a key on the >> > keyring, I get this error in the UI: >> > >> > User XXXXXXXXXX has a problem. There is no key suitable for >> encryption. >> > Select a key you want to use for encryption: No usable keys. >> > >> > and in the rt.log I see this: >> > >> > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No >> public key >> > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) >> > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No >> public key >> > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) >> > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No >> public key >> > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) >> > >> > It *appears* that RT is checking the keyring, and erroring out if it >> doesn't find a key, which >> > is not what I expected to happened (I was expecting the key would be >> retrieved automatically >> > at the time of encryption). >> > I have executed gpg from the command line with these options, and I >> can retrieve a user key >> > automatically and encrypt a file. So I am pretty sure the problem >> isn't with the keyserver, or >> > the options themselves. I'm holding out hope that I'm simply doing >> something wrong within RT, >> > and that there is some other setting I've overlooked. >> > >> > Thanks! >> > Chris >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Jul 30 14:32:48 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 30 Jul 2013 11:32:48 -0700 Subject: [rt-users] Error when creating ticket after 4.0.6 --> 4.0.16 upgrade In-Reply-To: References: Message-ID: <51F806D0.3000306@bestpractical.com> On 07/30/2013 07:25 AM, Max McGrath wrote: > Dug into the code...looks like I put some custom code in Create.html: > > 119 % if (QueueObj ->Name eq 'Desk Tasks') { > 120 <& /Elements/EmailInput, Name => 'Requestors', Size => undef, > Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &> > 121 % } else { > 122 <& /Elements/EmailInput, Name => 'Requestors', Size => undef, > Default => $ARGS{Requestors} &> > 123 %} > 124 % $m->callback( CallbackName => 'AfterRequestors', QueueObj => > $QueueObj, ARGSRef => \%ARGS ); > > > Is there something wrong in line 119 that won't work in 4.0.16? 119 won't have compiled on any RT version. It's a Perl syntax error (bareword QueueObj instead of the variable $QueueObj that you really want). Perhaps you never cleared your Mason cache previously so the customization never ran until you upgraded. From mmcgrath at carthage.edu Tue Jul 30 15:09:21 2013 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 30 Jul 2013 14:09:21 -0500 Subject: [rt-users] Error when creating ticket after 4.0.6 --> 4.0.16 upgrade In-Reply-To: <51F806D0.3000306@bestpractical.com> References: <51F806D0.3000306@bestpractical.com> Message-ID: Thanks Thomas. Works now that I added $. That's what I get for not being a programmer. And yes...I must never had cleared the Mason cache. Thanks again! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Tue, Jul 30, 2013 at 1:32 PM, Thomas Sibley wrote: > On 07/30/2013 07:25 AM, Max McGrath wrote: > > Dug into the code...looks like I put some custom code in Create.html: > > > > 119 % if (QueueObj ->Name eq 'Desk Tasks') { > > 120 <& /Elements/EmailInput, Name => 'Requestors', Size => undef, > > Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &> > > 121 % } else { > > 122 <& /Elements/EmailInput, Name => 'Requestors', Size => undef, > > Default => $ARGS{Requestors} &> > > 123 %} > > 124 % $m->callback( CallbackName => 'AfterRequestors', QueueObj => > > $QueueObj, ARGSRef => \%ARGS ); > > > > > > Is there something wrong in line 119 that won't work in 4.0.16? > > 119 won't have compiled on any RT version. It's a Perl syntax error > (bareword QueueObj instead of the variable $QueueObj that you really want). > > Perhaps you never cleared your Mason cache previously so the > customization never ran until you upgraded. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From brennanma at gmail.com Tue Jul 30 15:35:30 2013 From: brennanma at gmail.com (Matt Brennan) Date: Tue, 30 Jul 2013 15:35:30 -0400 Subject: [rt-users] Inventory Type Add-On Message-ID: Good Day, I was looking, and don't see anything, so I'm wondering if this exists. We are considering adding a queue to RT to track hardware repairs. As such, we would want to keep a list of parts on hand, and be able to associate parts used with the repair ticket. Before I consider coding it myself, I'm wondering if anything like that currently exists for RT. Using RT 4, in case it matters. Thanks, Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jul 30 15:36:45 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 30 Jul 2013 15:36:45 -0400 Subject: [rt-users] GPG Auto Key Retrieval In-Reply-To: References: <20130730160929.GZ22003@jibsheet.com> Message-ID: <20130730193645.GA22003@jibsheet.com> On Tue, Jul 30, 2013 at 02:19:29PM -0400, Christopher Costa wrote: > It looks as if testing inbound email to RT might not be a simple chore in my environment so > for now I'm going to focus on outbound email. I do have debug logging enabled. Is there is > someplace else worth looking? Am I misunderstanding how auto key retrieval is supposed to work > with outbound mail? RT calls gpg --list-public-keys bob at example.com which I don't think fetches automatically. I think that only happens during the encrypt. Most of the time this is a non-issue because the verification when mail enters the system *does* fetch. In order to work around this, RT would need to add a bunch of fetch keys logic, which unfortunately was explicitly not-in-scope when this was implemented for RT 3.8.0. Also, testing inbound email should be pretty trivial, even if you can't glue all the parts together. Take a signed email in a text file and run: /opt/rt4/bin/rt-mailgate --queue General --url htt://foo.com --action correspond < email -kevin > On Tue, Jul 30, 2013 at 12:18 PM, Christopher Costa <[1]christopher.costa at gmail.com> wrote: > > Hi Kevin, > > Thus far my focus has been on getting outgoing email to work (that's our primary need). I > will make every effort to test inbound email ASAP. > > On Tue, Jul 30, 2013 at 12:09 PM, Kevin Falcone <[2]falcone at bestpractical.com> wrote: > > On Tue, Jul 30, 2013 at 11:18:38AM -0400, Christopher Costa wrote: > > I have been able to get GPG integrated with RT using manually installed public keys, but > I'm > > now trying to get auto key retrieval to work. The RT documentation suggests (to me, > anyway) > > that this is possible. I haven't had any luck getting it working, and I'm curious if any > other > > users have, and would have any tips. I've configured RT this way in RT_SiteConfig: > > You say you've tested without outgoing emails, have you tested with an > incoming mail from an unknown user? > > Also, ensure that your logging is set to debug, not just error. > -kevin > > Set(%GnuPG, > > Enable => 1, > > OutgoingMessagesFormat => "RFC", # Inline > > AllowEncryptDataInDB => 0, > > RejectOnMissingPrivateKey => 1, > > RejectOnBadData => 1, > > ); > > > > Set(%GnuPGOptions, > > homedir => q{var/data/gpg}, > > keyserver => 'xxxx://xxx.xxx.xxx.xxx', > > 'always-trust' => undef, > > 'auto-key-locate' => 'keyserver', > > 'keyserver-options' => 'auto-key-retrieve', > > ); > > > > However, when I attempt to send an email to somebody who doesn't already have a key on > the > > keyring, I get this error in the UI: > > > > User XXXXXXXXXX has a problem. There is no key suitable for encryption. > > Select a key you want to use for encryption: No usable keys. > > > > and in the rt.log I see this: > > > > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No public key > > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) > > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No public key > > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) > > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No public key > > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) > > > > It *appears* that RT is checking the keyring, and erroring out if it doesn't find a key, > which > > is not what I expected to happened (I was expecting the key would be retrieved > automatically > > at the time of encryption). > > I have executed gpg from the command line with these options, and I can retrieve a user > key > > automatically and encrypt a file. So I am pretty sure the problem isn't with the > keyserver, or > > the options themselves. I'm holding out hope that I'm simply doing something wrong > within RT, > > and that there is some other setting I've overlooked. > > > > Thanks! > > Chris > > References > > Visible links > 1. mailto:christopher.costa at gmail.com > 2. mailto:falcone at bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ktm at rice.edu Tue Jul 30 15:43:39 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 30 Jul 2013 14:43:39 -0500 Subject: [rt-users] Inventory Type Add-On In-Reply-To: References: Message-ID: <20130730194339.GW3001@aart.rice.edu> On Tue, Jul 30, 2013 at 03:35:30PM -0400, Matt Brennan wrote: > Good Day, > > I was looking, and don't see anything, so I'm wondering if this exists. > We are considering adding a queue to RT to track hardware repairs. As such, > we would want to keep a list of parts on hand, and be able to associate > parts used with the repair ticket. Before I consider coding it myself, I'm > wondering if anything like that currently exists for RT. > > Using RT 4, in case it matters. > > Thanks, > Matt Maybe you could use AT for that with the appropriate custom fields. Ken From brennanma at gmail.com Tue Jul 30 15:54:21 2013 From: brennanma at gmail.com (Matt Brennan) Date: Tue, 30 Jul 2013 15:54:21 -0400 Subject: [rt-users] Inventory Type Add-On In-Reply-To: <20130730194339.GW3001@aart.rice.edu> References: <20130730194339.GW3001@aart.rice.edu> Message-ID: I had considered using AT to track the devices themselves that are being repaired. I had thought about whether there was a way to use AT to do this, but I don't see any way to create a finite supply of parts and to subtract from that inventory when used (unless I created an asset for every part in inventory which, when you get into things like screws, would be a bit ridiculous). On Tue, Jul 30, 2013 at 3:43 PM, ktm at rice.edu wrote: > On Tue, Jul 30, 2013 at 03:35:30PM -0400, Matt Brennan wrote: > > Good Day, > > > > I was looking, and don't see anything, so I'm wondering if this exists. > > We are considering adding a queue to RT to track hardware repairs. As > such, > > we would want to keep a list of parts on hand, and be able to associate > > parts used with the repair ticket. Before I consider coding it myself, > I'm > > wondering if anything like that currently exists for RT. > > > > Using RT 4, in case it matters. > > > > Thanks, > > Matt > > Maybe you could use AT for that with the appropriate custom fields. > > Ken > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jul 30 16:01:16 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 30 Jul 2013 16:01:16 -0400 Subject: [rt-users] Custom Field (Priority) not Updating Actual Priority In-Reply-To: <1375204207816-54820.post@n7.nabble.com> References: <1375199525060-54815.post@n7.nabble.com> <20130730160357.GY22003@jibsheet.com> <1375204207816-54820.post@n7.nabble.com> Message-ID: <20130730200116.GB22003@jibsheet.com> On Tue, Jul 30, 2013 at 10:10:07AM -0700, wendi413 wrote: > Thanks for the suggestion, Kevin. I am using Priority as a mandatory Custom > Field when tickets are created. Is there another way to make selecting a > Priority mandatory at ticket creation? If I used PriorityAsString Extension, > wouldn't I still have this problem - only they are strings instead? > Appreciate the help, still super new to all of this.. Ah - you didn't say 'mandatory' in your original email, you just showed code for converting from strings to integers. When you say it doesn't work on the basics page, if you navigate away from Basics to the History, do you see that it ran? You should also keep in mind that you can always write RT->Logger->error($pri_va); in your Scrip to debug what's going on. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From rcolley at cardaccess.com.au Tue Jul 30 16:15:31 2013 From: rcolley at cardaccess.com.au (Richard Colley) Date: Wed, 31 Jul 2013 04:15:31 +0800 Subject: [rt-users] New installation of 4.0.13 - performance problem viewing tickets. In-Reply-To: References: <20130729152927.GW22003@jibsheet.com> Message-ID: Hi Kevin, Any other thoughts on this? Thanks, Richard -------------- next part -------------- An HTML attachment was scrubbed... URL: From christopher.costa at gmail.com Tue Jul 30 16:34:04 2013 From: christopher.costa at gmail.com (Christopher Costa) Date: Tue, 30 Jul 2013 16:34:04 -0400 Subject: [rt-users] GPG Auto Key Retrieval In-Reply-To: <20130730193645.GA22003@jibsheet.com> References: <20130730160929.GZ22003@jibsheet.com> <20130730193645.GA22003@jibsheet.com> Message-ID: Thanks for that explanation of what's going on behind the scenes. I will try to test the inbound email shortly. In any case, it sounds like I'll have to think up some other ideas. Our users occasionally need to communicate (via RT) with people who aren't themselves users of RT, and who didn't initiate the communication with an inbound email, so I don't think we would be able to rely 100% on the inbound fetching of keys. Would there be any interest in considering that extra functionality for a future release if I were to submit a feature request? On Tue, Jul 30, 2013 at 3:36 PM, Kevin Falcone wrote: > On Tue, Jul 30, 2013 at 02:19:29PM -0400, Christopher Costa wrote: > > It looks as if testing inbound email to RT might not be a simple > chore in my environment so > > for now I'm going to focus on outbound email. I do have debug logging > enabled. Is there is > > someplace else worth looking? Am I misunderstanding how auto key > retrieval is supposed to work > > with outbound mail? > > RT calls gpg --list-public-keys bob at example.com which I don't think > fetches automatically. I think that only happens during the encrypt. > > Most of the time this is a non-issue because the verification when > mail enters the system *does* fetch. > > In order to work around this, RT would need to add a bunch of fetch > keys logic, which unfortunately was explicitly not-in-scope when this > was implemented for RT 3.8.0. > > Also, testing inbound email should be pretty trivial, even if you > can't glue all the parts together. > > Take a signed email in a text file and run: > > /opt/rt4/bin/rt-mailgate --queue General --url htt://foo.com --action > correspond < email > > -kevin > > > On Tue, Jul 30, 2013 at 12:18 PM, Christopher Costa <[1] > christopher.costa at gmail.com> wrote: > > > > Hi Kevin, > > > > Thus far my focus has been on getting outgoing email to work > (that's our primary need). I > > will make every effort to test inbound email ASAP. > > > > On Tue, Jul 30, 2013 at 12:09 PM, Kevin Falcone <[2] > falcone at bestpractical.com> wrote: > > > > On Tue, Jul 30, 2013 at 11:18:38AM -0400, Christopher Costa wrote: > > > I have been able to get GPG integrated with RT using manually > installed public keys, but > > I'm > > > now trying to get auto key retrieval to work. The RT > documentation suggests (to me, > > anyway) > > > that this is possible. I haven't had any luck getting it > working, and I'm curious if any > > other > > > users have, and would have any tips. I've configured RT this > way in RT_SiteConfig: > > > > You say you've tested without outgoing emails, have you tested > with an > > incoming mail from an unknown user? > > > > Also, ensure that your logging is set to debug, not just error. > > -kevin > > > Set(%GnuPG, > > > Enable => 1, > > > OutgoingMessagesFormat => "RFC", # Inline > > > AllowEncryptDataInDB => 0, > > > RejectOnMissingPrivateKey => 1, > > > RejectOnBadData => 1, > > > ); > > > > > > Set(%GnuPGOptions, > > > homedir => q{var/data/gpg}, > > > keyserver => 'xxxx://xxx.xxx.xxx.xxx', > > > 'always-trust' => undef, > > > 'auto-key-locate' => 'keyserver', > > > 'keyserver-options' => 'auto-key-retrieve', > > > ); > > > > > > However, when I attempt to send an email to somebody who > doesn't already have a key on > > the > > > keyring, I get this error in the UI: > > > > > > User XXXXXXXXXX has a problem. There is no key suitable for > encryption. > > > Select a key you want to use for encryption: No usable keys. > > > > > > and in the rt.log I see this: > > > > > > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No > public key > > > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) > > > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No > public key > > > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) > > > [Tue Jul 30 13:24:51 2013] [error]: gpg: error reading key: No > public key > > > (/opt/rtdev/sbin/../lib/RT/Crypt/GnuPG.pm:2163) > > > > > > It *appears* that RT is checking the keyring, and erroring out > if it doesn't find a key, > > which > > > is not what I expected to happened (I was expecting the key > would be retrieved > > automatically > > > at the time of encryption). > > > I have executed gpg from the command line with these options, > and I can retrieve a user > > key > > > automatically and encrypt a file. So I am pretty sure the > problem isn't with the > > keyserver, or > > > the options themselves. I'm holding out hope that I'm simply > doing something wrong > > within RT, > > > and that there is some other setting I've overlooked. > > > > > > Thanks! > > > Chris > > > > References > > > > Visible links > > 1. mailto:christopher.costa at gmail.com > > 2. mailto:falcone at bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Jul 30 16:51:31 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 30 Jul 2013 15:51:31 -0500 Subject: [rt-users] Inventory Type Add-On In-Reply-To: References: <20130730194339.GW3001@aart.rice.edu> Message-ID: <20130730205131.GX3001@aart.rice.edu> On Tue, Jul 30, 2013 at 03:54:21PM -0400, Matt Brennan wrote: > I had considered using AT to track the devices themselves that are being > repaired. I had thought about whether there was a way to use AT to do this, > but I don't see any way to create a finite supply of parts and to subtract > from that inventory when used (unless I created an asset for every part in > inventory which, when you get into things like screws, would be a bit > ridiculous). > I was thinking that the asset would track the part id and then there would be a custom field with the part count that would be decremented as used. That is was an inventory system does after all. Ken From paul at tracker-software.com Tue Jul 30 18:17:11 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Tue, 30 Jul 2013 15:17:11 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <20130730144234.GX22003@jibsheet.com> References: <51F09D4B.5090604@tracker-software.com> <20130725163239.GO22003@jibsheet.com> <51F18ECB.50401@tracker-software.com> <20130726125343.GS22003@jibsheet.com> <51F6DEFB.1090407@tracker-software.com> <20130730144234.GX22003@jibsheet.com> Message-ID: <51F83B67.1030802@tracker-software.com> Thanks for that Kevin, not the first time - a silly little mistake had me scratching my head. I had in my Apache config a rewrite rule for /rt and had the wrong value in RT_Siteconfig for Set($WebPath, ''); So I now get my logon screen but cannot log in. I did run the password updater: root at rt4:/opt/rt4# perl /opt/rt4/etc/upgrade/vulnerable-passwords --fix Upgrading 16 users... Done. I am assuming that I can't just UPDATE the passwords in MySQL because of the hashing? I tried without success: mysql> UPDATE rtdb.Users SET Password=PASSWORD('xxxx') WHERE Name='jamie'; Query OK, 1 row affected, 1 warning (0.01 sec) Rows matched: 1 Changed: 1 Warnings: 1 I guess I have missed something in these upgrade README files. I do appreciate your help. Now that I've the Apache thing sorted I'm feeling like on the home stretch - if only I can sort these passwords out. Is there another related script I missed perhaps? Sincerely Paul O'Rorke Tracker Software Products Canada Limited paul at tracker-software.com tracker-software.com Tel: +1 (250) 324 1621 Fax: +1 (250) 324 1623 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++ PLEASE NOTE : - If you are sending files for us to look at or assist with these must ALWAYS be wrapped in either a ZIP/RAR or 7z FILE or they will be removed by our Firewall/Virus management software. ++++++++++++++++++++++++++++++++++++++++++++++++++++++++ **Certified by Microsoft** "Works with Vista" PDF-XChange & SDK, Image-XChange SDK, PDF-Tools & SDK, TIFF-XChange & SDK. Support: http://docu-track.com/support/ or http://www.tracker-software.com/forum/index.php Download latest Releases http://www.tracker-software.com/downloads/ On 07/30/2013 07:42 AM, Kevin Falcone wrote: > On Mon, Jul 29, 2013 at 02:30:35PM -0700, Paul O'Rorke wrote: >> In the meanwhile I am finding that after running make upgrade-database (took me through all >> the upgrades from 3.8.4 to 4.0.15) and then trying to set up Apache again I'm running into a >> loop on the login page. If I run Apache I don't get a login page at all. If I stop Apache >> and start > Are you running your 3.8 Apache config or a new 4.0 config. > We can't help debug that problem without seeing error logs or a > config. > >> /opt/rt4/sbin/rt-server >> >> then I get: > You don't say what you did to cause this. Load the login page? > Attempt to log in? There are clearly a few actions mixed in there. > > Also - did you run the password updater, either as a security fix back > in 3.8 or more recently as part of the upgrade? > http://bestpractical.com/docs/rt/latest/UPGRADING-3.8.html > > -kevin > >> Reason: your browser did not supply a Referrer header >> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:397) >> [Mon Jul 29 21:25:46 2013] [notice]: Marking original destination as having side-effects >> before redirecting for login. >> Request: /rt/NoAuth/Login.html?next=d820f5cbf943dfe116cbee257b840411 >> Reason: your browser did not supply a Referrer header >> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:397) >> [Mon Jul 29 21:26:00 2013] [error]: FAILED LOGIN for root from 192.168.0.254 >> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:753) >> [Mon Jul 29 21:26:12 2013] [error]: FAILED LOGIN for rtuser from 192.168.0.254 >> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:753) >> I'm assuming I've not actually managed to get my database upgraded properly as I'm very >> confident of the credentials used (tried others as well that worked in 3.8.4). After running >> make upgrade-database do I still need to do the individual upgrades in each of the README >> files for the various updates or does make upgrade-database effectively do the same? -------------- next part -------------- An HTML attachment was scrubbed... URL: From sathler90 at gmail.com Tue Jul 30 18:23:16 2013 From: sathler90 at gmail.com (Eduardo) Date: Tue, 30 Jul 2013 19:23:16 -0300 Subject: [rt-users] mysql version Message-ID: Hi Folks, I am planning my RT upgrade from 3.8.13 to 3.8.17. However the question that concerns me most is to which version of mysql should I go to ? I am currently on 5.0.95 and I can go to either 5.1.70 or 5.5.32 ... Which one is more "stable" or more "recommended" ? I have looked through the mailing list and both (5.1 and 5.5) seem to work fine ... but wanted to check just in case. thanks, -Ed. From mihalkov.viktor at gmail.com Wed Jul 31 03:54:02 2013 From: mihalkov.viktor at gmail.com (Viktor Mihalkov) Date: Wed, 31 Jul 2013 10:54:02 +0300 Subject: [rt-users] Fwd: SLA Restart for Re-Opened Tickets In-Reply-To: References: Message-ID: Hi all, I was testing the capabilities of the RT Tracker and I focused mainly on SL calculations. In one particular occasion, the SL calculation is not so straight-forward, so I tought that maybe someone experienced the same issue. When you re-open a ticket, I would need to restart the turn around time and I can't use the creation time any more. Do you know how a correct calculation can be done? Is there an additional timestamp that I didn't see in the DB? And maybe this is already covered by the SLA extension? Wish you a great day from Europe, Viktor -------------- next part -------------- An HTML attachment was scrubbed... URL: From mdrouet at randco.fr Wed Jul 31 05:59:37 2013 From: mdrouet at randco.fr (Maximilien Drouet) Date: Wed, 31 Jul 2013 11:59:37 +0200 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD In-Reply-To: References: <51EE4719.8030901@2ndquadrant.com> Message-ID: Hello, To be more specific, when i remove the user, at next login RT creates again the user with the right values ( i.e. Name, ZIP code, etc. ) but fails at authentication step. Here are the debug logs for that specific scenario. [Wed Jul 31 09:54:41 2013] [debug]: Loading new user ( myUser ) into current session (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:287) [Wed Jul 31 09:54:41 2013] [debug]: Password validation required for service - Executing... (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:304) [Wed Jul 31 09:54:41 2013] [debug]: Trying external auth service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:153) Regards On Tue, Jul 30, 2013 at 3:23 PM, Maximilien Drouet wrote: > Hi, > > Unfortunately same problem with this filter :( > > Regarding the address I tried many times, even fresh install :( > > Same problem. > > > > > > On Mon, Jul 29, 2013 at 3:37 PM, Nathan Cutler wrote: > >> > Any other idea ? >> >> Yes. As Kevin indicated, I would start with your 'attr_match_list'. On >> your testing/development RT instance, try running it with just: >> >> 'attr_match_list' => [ 'Name' ], >> >> and see if the user can log in. Tell us what happens. >> >> Also, judging from the "Couldn't create user myuser : Email address in >> use" error I would guess some other user has that email address. Try >> searching for users with that email address in RT and tell us what you >> find. >> >> Good luck. >> >> Nathan >> > > > > -- > Cordialement, > > Maximilien > -- Maximilien -------------- next part -------------- An HTML attachment was scrubbed... URL: From presnypreklad at gmail.com Wed Jul 31 06:00:56 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Wed, 31 Jul 2013 12:00:56 +0200 Subject: [rt-users] Postfix sendmail returning status code 75 Message-ID: I'm having a devil of a time with this. We're running RT 4.0.13 on SUSE Linux Enterprise Server 11 SP2. The MTA is Postfix. Seemingly for no reason, outgoing emails from RT start failing. Cleaning the Mason cache and restarting Apache2 seems to solve the problem temporarily (some hours, but by the next morning at the latest the problem returns). Each time it drops an email in this way, RT writes the following two log messages: RT: : `/usr/sbin/sendmail -oi -t` exited with code 75 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:486) RT: : Could not send mail with command `/usr/sbin/sendmail -oi -t`: : `/usr/sbin/sendmail -oi -t` exited with code 75 at /usr/lib /perl5/vendor_perl/5.10.0/RT/Interface/Email.pm line 487. Stack: [/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:48 7] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:292] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm :114] [/usr/lib/perl5/vendor_perl/5.10.0/RT/ScripAction.pm:232] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrip.pm:475] [/usr /lib/perl5/vendor_perl/5.10.0/RT/Scrips.pm:188] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Transaction.pm:201] [/usr/lib/perl5/v endor_perl/5.10.0/RT/Record.pm:1504] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket.pm:682] [/usr/lib/perl5/vendor_perl/5.10. 0/RT/Interface/Email.pm:1569] [/usr/share/request-tracker/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/lib/perl5/vendor_perl/5 .10.0/RT/Interface/Email.pm:491) I have the following options in RT_SiteConfig.pm: Set($MailCommand, "sendmailpipe"); Set($SendmailArguments, '-oi -t'); I read this thread where someone had a very similar problem: http://requesttracker.8502.n7.nabble.com/sendmail-error-exited-with-code-75-RHEL6-td7144.html In their case, adding "PerlOptions +Parent" to their vhost configuration file solved the problem, but I did that and it doesn't help in my case. If I don't restart Apache, the problem seems to get worse over time. I have prepared a wrapper for sendmail that will log the exact messages that are causing this to happen, but I haven't deployed it yet. (Still testing it.) Since status code 75 is only a temporary error whereby Postfix is (apparently) just saying that it is queuing the message to send later, I'm wondering if I could just patch RT to ignore status code 75 and treat it the same as success? Any other ideas? Nathan From presnypreklad at gmail.com Wed Jul 31 06:50:20 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Wed, 31 Jul 2013 12:50:20 +0200 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD In-Reply-To: References: <51EE4719.8030901@2ndquadrant.com> Message-ID: > To be more specific, when i remove the user, at next login RT creates again > the user with the right values ( i.e. Name, ZIP code, etc. ) but fails at > authentication step. IIRC you are using RT::Authen::ExternalAuth, right? That extension authenticates by attempting to bind to the LDAP server with the credentials entered by the user. But before it tries to bind, it first looks up the user in LDAP anonymously. This is consistent with what you are seeing. Here's what I see in my log when a known user attempts to login and fails: Jul 30 11:09:56 myserv RT: My_LDAP AUTH FAILED myuser (can't bind: LDAP_INVALID_CREDENTIALS 49 ) (/usr/lib/perl5/vendor_perl/5.10.0/RT/Authen/ExternalAuth/LDAP.pm:90) Jul 30 11:09:56 myserv RT: FAILED LOGIN for myuser from 10.120.5.61 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Web.pm:753) And this is the log when an unknown (to RT) user attempts to login and fails: Jul 29 13:06:44 myserv RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: myuser, Name: myuser, Privileged: (/usr/lib/perl5/vendor_perl/5.10.0/RT/Authen/ExternalAuth.pm:665) Jul 29 13:06:45 myserv RT: Autocreated external user myuser ( 988 ) (/usr/lib/perl5/vendor_perl/5.10.0/RT/Authen/ExternalAuth.pm:254) Jul 29 13:06:48 myserv RT: My_LDAP AUTH FAILED myuser (can't bind: LDAP_INVALID_CREDENTIALS 49 ) (/usr/lib/perl5/vendor_perl/5.10.0/RT/Authen/ExternalAuth/LDAP.pm:90) Jul 29 13:06:48 myserv RT: FAILED LOGIN for myuser from 10.120.4.148 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Web.pm:753) Note that it first creates the user in RT. Only then does it attempt to bind. Now, in my case the bind fails because the user's credentials are wrong. But this is not the only possible failure modality. There are any number of reasons why bind might be failing. Can you bind to the LDAP server using the 'ldapsearch' command? If you can get bind to work that way, first, that would be a start. In my case, the successful ldapsearch command looked something like this: ldapsearch -LLL -H ldaps://login.example.com -x \ -D cn=myuser,ou=users,dc=example,dc=com -W \ -b ou=users,dc=example,dc=com uid=myuser (Note that you have to know myuser's password -- and enter it correctly -- for this to work.) Hope this helps. Nathan From robert.wysocki at unity.pl Wed Jul 31 08:03:57 2013 From: robert.wysocki at unity.pl (Robert Wysocki) Date: Wed, 31 Jul 2013 14:03:57 +0200 Subject: [rt-users] Differentiating while sending notifictions Message-ID: <1375272237.4545.162.camel@s-rwysocki> Hi, I'm looking for a way to differentiate between external (mainly customers) and internal users (emplyees) while sending notifications. >From what I figured out this cannot be done within the template itself. Should I write custom code and plug it in with some callback or is there any other way? Regards, -- Robert Wysocki administrator system?w linuksowych administrator baz danych Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wroc?aw ul. Conrada 55B, 31-357 Krak?w | ul. Z?ota 59, 00-120 Warszawa From christopher.costa at gmail.com Wed Jul 31 10:45:17 2013 From: christopher.costa at gmail.com (Christopher Costa) Date: Wed, 31 Jul 2013 10:45:17 -0400 Subject: [rt-users] GPG users with multiple keys Message-ID: Hello, So, I've done a manual import of some user's public keys, and am then sending GPG encrypted RT mail to these users. One of these users happens to have 2 public keys in the keyring, which I don't think should be a problem. This seems to work fine in some cases, for instance if I comment on a ticket, and add him as a One-time Cc or One-time Bcc the encrypted email goes through. I am not entirely sure how RT is selecting the key to use, since a "preferred" key hasn't been established, but nevertheless it works fine. It's different for tickets where he is an AdminCc watcher of the queue. When I comment on one of those tickets, RT will want send to him an email by default. In this case, it returns an error that reads: "You are going to encrypt outgoing email messages, but there is a problem with a recipient's public key. You have to fix the problem with the key, disable sending a message to that recipient, or disable encryption. User XXXXXXXX has a problem. There are several keys suitable for encryption. Select a key you want to use for encryption:" It shows me a select box that lists his 2 keys. However, no matter which one I select, it always returns me right back to this same error message. This is the same user that works just fine as a One-time email recipient in other queues. If I delete one of his keys from the keyring, the email then works fine. Users that have a single public key aren't showing any errors, even when they are queue AdminCc. Any ideas what might be going on here? -Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jul 31 11:45:27 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 31 Jul 2013 11:45:27 -0400 Subject: [rt-users] GPG Auto Key Retrieval In-Reply-To: References: <20130730160929.GZ22003@jibsheet.com> <20130730193645.GA22003@jibsheet.com> Message-ID: <20130731154527.GC22003@jibsheet.com> On Tue, Jul 30, 2013 at 04:34:04PM -0400, Christopher Costa wrote: > Thanks for that explanation of what's going on behind the scenes. I will try to test the > inbound email shortly. > > In any case, it sounds like I'll have to think up some other ideas. Our users occasionally > need to communicate (via RT) with people who aren't themselves users of RT, and who didn't > initiate the communication with an inbound email, so I don't think we would be able to rely > 100% on the inbound fetching of keys. > > Would there be any interest in considering that extra functionality for a future release if I > were to submit a feature request? The code in question is being massively refactored for merge into the master branch in git, so any work would want to be done after that. I'm not sure how much effort it would be, but you can certainly file a bug for your feature. -kevin > On Tue, Jul 30, 2013 at 3:36 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Tue, Jul 30, 2013 at 02:19:29PM -0400, Christopher Costa wrote: > > It looks as if testing inbound email to RT might not be a simple chore in my environment > so > > for now I'm going to focus on outbound email. I do have debug logging enabled. Is there is > > someplace else worth looking? Am I misunderstanding how auto key retrieval is supposed to > work > > with outbound mail? > > RT calls gpg --list-public-keys [2]bob at example.com which I don't think > fetches automatically. I think that only happens during the encrypt. > > Most of the time this is a non-issue because the verification when > mail enters the system *does* fetch. > > In order to work around this, RT would need to add a bunch of fetch > keys logic, which unfortunately was explicitly not-in-scope when this > was implemented for RT 3.8.0. > > Also, testing inbound email should be pretty trivial, even if you > can't glue all the parts together. > > Take a signed email in a text file and run: > > /opt/rt4/bin/rt-mailgate --queue General --url htt://[3]foo.com --action correspond < email > > -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jul 31 11:48:05 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 31 Jul 2013 11:48:05 -0400 Subject: [rt-users] Migration Prep In-Reply-To: <51F83B67.1030802@tracker-software.com> References: <51F09D4B.5090604@tracker-software.com> <20130725163239.GO22003@jibsheet.com> <51F18ECB.50401@tracker-software.com> <20130726125343.GS22003@jibsheet.com> <51F6DEFB.1090407@tracker-software.com> <20130730144234.GX22003@jibsheet.com> <51F83B67.1030802@tracker-software.com> Message-ID: <20130731154805.GD22003@jibsheet.com> On Tue, Jul 30, 2013 at 03:17:11PM -0700, Paul O'Rorke wrote: > I am assuming that I can't just UPDATE the passwords in MySQL because of the hashing? I tried > without success: > > mysql> UPDATE rtdb.Users SET Password=PASSWORD('xxxx') WHERE Name='jamie'; > Query OK, 1 row affected, 1 warning (0.01 sec) > Rows matched: 1 Changed: 1 Warnings: 1 The jamie user will definitely not be able to log in after this. That puts a MySQL password hash into RT, which is *not* expecting that. > I guess I have missed something in these upgrade README files. I do appreciate your help. > Now that I've the Apache thing sorted I'm feeling like on the home stretch - if only I can > sort these passwords out. Is there another related script I missed perhaps? You can safely use the techniques here. RT should update the md5 one for you and if you change rt3 for rt4 in the perl code, it will generate a proper password the first time out. http://requesttracker.wikia.com/wiki/RecoverRootPassword However, this does bring up a question. Show us show create table Users; -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jul 31 12:10:00 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 31 Jul 2013 12:10:00 -0400 Subject: [rt-users] Postfix sendmail returning status code 75 In-Reply-To: References: Message-ID: <20130731161000.GE22003@jibsheet.com> On Wed, Jul 31, 2013 at 12:00:56PM +0200, Nathan Cutler wrote: > I'm having a devil of a time with this. We're running RT 4.0.13 on > SUSE Linux Enterprise Server 11 SP2. The MTA is Postfix. > > Seemingly for no reason, outgoing emails from RT start failing. > Cleaning the Mason cache and restarting Apache2 seems to solve the > problem temporarily (some hours, but by the next morning at the latest > the problem returns). What kind of monitoring do you have on the box? Often, this is a memory problem (the running out kind). > Each time it drops an email in this way, RT writes the following two > log messages: > > RT: : > `/usr/sbin/sendmail -oi -t` exited with code 75 > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:486) > > I read this thread where someone had a very similar problem: > > http://requesttracker.8502.n7.nabble.com/sendmail-error-exited-with-code-75-RHEL6-td7144.html > > In their case, adding "PerlOptions +Parent" to their vhost > configuration file solved the problem, but I did that and it doesn't > help in my case. PerlOptions +Parent was required because they ran two perl processes in a single mod_perl host. Are you doing that? > If I don't restart Apache, the problem seems to get worse over time. > > I have prepared a wrapper for sendmail that will log the exact > messages that are causing this to happen, but I haven't deployed it > yet. (Still testing it.) > > Since status code 75 is only a temporary error whereby Postfix is > (apparently) just saying that it is queuing the message to send later, > I'm wondering if I could just patch RT to ignore status code 75 and > treat it the same as success? What's in your postfix error logs when this happens? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jul 31 12:10:47 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 31 Jul 2013 12:10:47 -0400 Subject: [rt-users] Differentiating while sending notifictions In-Reply-To: <1375272237.4545.162.camel@s-rwysocki> References: <1375272237.4545.162.camel@s-rwysocki> Message-ID: <20130731161047.GF22003@jibsheet.com> On Wed, Jul 31, 2013 at 02:03:57PM +0200, Robert Wysocki wrote: > I'm looking for a way to differentiate between external (mainly > customers) and internal users (emplyees) while sending notifications. > > From what I figured out this cannot be done within the template itself. > Should I write custom code and plug it in with some callback or is there > any other way? Often people do this by having AdminCcs be internal and Requestors/Ccs be external. This way they naturally use two separate Templates. If you tell us more specifically what you're trying to accomplish, someone might be able to suggest a solution. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jul 31 12:11:53 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 31 Jul 2013 12:11:53 -0400 Subject: [rt-users] GPG users with multiple keys In-Reply-To: References: Message-ID: <20130731161153.GG22003@jibsheet.com> On Wed, Jul 31, 2013 at 10:45:17AM -0400, Christopher Costa wrote: > "You are going to encrypt outgoing email messages, but there is a problem with a recipient's > public key. You have to fix the problem with the key, disable sending a message to that > recipient, or disable encryption. > > User XXXXXXXX has a problem. There are several keys suitable for encryption. > Select a key you want to use for encryption:" > > It shows me a select box that lists his 2 keys. However, no matter which one I select, it > always returns me right back to this same error message. This is the same user that works just > fine as a One-time email recipient in other queues. If I delete one of his keys from the > keyring, the email then works fine. Users that have a single public key aren't showing any > errors, even when they are queue AdminCc. > There is no 'preferred key' feature in RT (it was not implemented, although there is the start of some support for it). However, not respecting the choice in the UI seems like a bug. Please send more information about that to the RT bugtracker. http://bestpractical.com/rt/issues.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From paul at tracker-software.com Wed Jul 31 12:23:05 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Wed, 31 Jul 2013 09:23:05 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <51F83B67.1030802@tracker-software.com> References: <51F09D4B.5090604@tracker-software.com> <20130725163239.GO22003@jibsheet.com> <51F18ECB.50401@tracker-software.com> <20130726125343.GS22003@jibsheet.com> <51F6DEFB.1090407@tracker-software.com> <20130730144234.GX22003@jibsheet.com> <51F83B67.1030802@tracker-software.com> Message-ID: <51F939E9.408@tracker-software.com> Sorry to keep bugging this list, can anyone tell me why I can't set the password in MySQL with the UPDATE statement below? I have upgraded from 3.8.4 to 4.0.14 and run the password updater. MySQL was at 5.1 so I didn't need to do the MySQL update stuff as far as my reading shows. Is there something wrong with my query or is there something that RT is doing such that the passwords are perhaps hashed differently? I'd so love to get past this final hurdle and be able to make tickets again... Is there perhaps some further info that I should supply that I have not to help understand this? Regards Paul O'Rorke Tracker Software Products Canada Limited paul at tracker-software.com tracker-software.com On 07/30/2013 03:17 PM, Paul O'Rorke wrote: > Thanks for that Kevin, > > not the first time - a silly little mistake had me scratching my > head. I had in my Apache config a rewrite rule for /rt and had the > wrong value in RT_Siteconfig for Set($WebPath, ''); > > So I now get my logon screen but cannot log in. > > I did run the password updater: > > root at rt4:/opt/rt4# perl /opt/rt4/etc/upgrade/vulnerable-passwords > --fix > Upgrading 16 users... > Done. > > I am assuming that I can't just UPDATE the passwords in MySQL because > of the hashing? I tried without success: > > mysql> UPDATE rtdb.Users SET Password=PASSWORD('xxxx') WHERE > Name='jamie'; > Query OK, 1 row affected, 1 warning (0.01 sec) > Rows matched: 1 Changed: 1 Warnings: 1 > > I guess I have missed something in these upgrade README files. I do > appreciate your help. Now that I've the Apache thing sorted I'm > feeling like on the home stretch - if only I can sort these passwords > out. Is there another related script I missed perhaps? > > Sincerely > > Paul O'Rorke > Tracker Software Products Canada Limited > > paul at tracker-software.com > tracker-software.com > > Tel: +1 (250) 324 1621 > Fax: +1 (250) 324 1623 -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul at tracker-software.com Wed Jul 31 13:24:29 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Wed, 31 Jul 2013 10:24:29 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <20130731154805.GD22003@jibsheet.com> References: <51F09D4B.5090604@tracker-software.com> <20130725163239.GO22003@jibsheet.com> <51F18ECB.50401@tracker-software.com> <20130726125343.GS22003@jibsheet.com> <51F6DEFB.1090407@tracker-software.com> <20130730144234.GX22003@jibsheet.com> <51F83B67.1030802@tracker-software.com> <20130731154805.GD22003@jibsheet.com> Message-ID: <51F9484D.9040905@tracker-software.com> Thanks again Kevin, so I did try what's on that page you sent me to: perl -I/opt/rt4/local/lib -I/opt/rt4/lib \ -MRT -MRT::User \ -e'RT::LoadConfig();RT::Init(); my $u = RT::User->new($RT::SystemUser); $u->Load("root"); $u->SetPassword("secret")' returned to a prompt with no messages and the hash displayed in MySQL changed so I'm thinking it worked: mysql> SELECT * FROM Users WHERE Name='root'\G; *************************** 1. row *************************** id: 12 Name: root Password: !sha512!8MzDJesb8kr4UHIA!784B/mzwvLcUEEa Comments: SuperUser Signature: NULL EmailAddress: root at localhost FreeformContactInfo: NULL Organization: NULL RealName: Enoch Root NickName: NULL Lang: NULL EmailEncoding: NULL WebEncoding: NULL ExternalContactInfoId: NULL ContactInfoSystem: NULL ExternalAuthId: NULL AuthSystem: NULL Gecos: root HomePhone: NULL WorkPhone: NULL MobilePhone: NULL PagerPhone: NULL Address1: NULL Address2: NULL City: NULL State: NULL Zip: NULL Country: NULL Timezone: NULL PGPKey: NULL Creator: 1 Created: 2010-03-19 21:41:50 LastUpdatedBy: 1 LastUpdated: 2013-07-31 17:14:02 AuthToken: e4b79ac4754841d8 1 row in set (0.00 sec) I still cannot login using root:secret. Here is mysql> show create table Users; mysql> show create table Users; +-------+------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ | Table | Create Table | +-------+------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ | Users | CREATE TABLE `Users` ( `id` int(11) NOT NULL AUTO_INCREMENT, `Name` varchar(200) NOT NULL, `Password` varbinary(40) DEFAULT NULL, `Comments` text, `Signature` text, `EmailAddress` varchar(120) DEFAULT NULL, `FreeformContactInfo` text, `Organization` varchar(200) DEFAULT NULL, `RealName` varchar(120) DEFAULT NULL, `NickName` varchar(16) DEFAULT NULL, `Lang` varchar(16) DEFAULT NULL, `EmailEncoding` varchar(16) DEFAULT NULL, `WebEncoding` varchar(16) DEFAULT NULL, `ExternalContactInfoId` varchar(100) DEFAULT NULL, `ContactInfoSystem` varchar(30) DEFAULT NULL, `ExternalAuthId` varchar(100) DEFAULT NULL, `AuthSystem` varchar(30) DEFAULT NULL, `Gecos` varchar(16) DEFAULT NULL, `HomePhone` varchar(30) DEFAULT NULL, `WorkPhone` varchar(30) DEFAULT NULL, `MobilePhone` varchar(30) DEFAULT NULL, `PagerPhone` varchar(30) DEFAULT NULL, `Address1` varchar(200) DEFAULT NULL, `Address2` varchar(200) DEFAULT NULL, `City` varchar(100) DEFAULT NULL, `State` varchar(100) DEFAULT NULL, `Zip` varchar(16) DEFAULT NULL, `Country` varchar(50) DEFAULT NULL, `Timezone` varchar(50) DEFAULT NULL, `PGPKey` text, `Creator` int(11) NOT NULL DEFAULT '0', `Created` datetime DEFAULT NULL, `LastUpdatedBy` int(11) NOT NULL DEFAULT '0', `LastUpdated` datetime DEFAULT NULL, `AuthToken` varchar(16) CHARACTER SET ascii DEFAULT NULL, PRIMARY KEY (`id`), UNIQUE KEY `Users1` (`Name`), KEY `Users4` (`EmailAddress`) ) ENGINE=InnoDB AUTO_INCREMENT=10612 DEFAULT CHARSET=utf8 | +-------+------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ 1 row in set (0.01 sec) Does that suggest anything? Regards Paul O'Rorke Tracker Software Products Canada Limited paul at tracker-software.com tracker-software.com Tel: +1 (250) 324 1621 Fax: +1 (250) 324 1623 On 07/31/2013 08:48 AM, Kevin Falcone wrote: > On Tue, Jul 30, 2013 at 03:17:11PM -0700, Paul O'Rorke wrote: >> I am assuming that I can't just UPDATE the passwords in MySQL because of the hashing? I tried >> without success: >> >> mysql> UPDATE rtdb.Users SET Password=PASSWORD('xxxx') WHERE Name='jamie'; >> Query OK, 1 row affected, 1 warning (0.01 sec) >> Rows matched: 1 Changed: 1 Warnings: 1 > The jamie user will definitely not be able to log in after this. > That puts a MySQL password hash into RT, which is *not* expecting > that. > >> I guess I have missed something in these upgrade README files. I do appreciate your help. >> Now that I've the Apache thing sorted I'm feeling like on the home stretch - if only I can >> sort these passwords out. Is there another related script I missed perhaps? > You can safely use the techniques here. RT should update the md5 one > for you and if you change rt3 for rt4 in the perl code, it will > generate a proper password the first time out. > > http://requesttracker.wikia.com/wiki/RecoverRootPassword > > However, this does bring up a question. Show us > show create table Users; > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Wed Jul 31 14:01:22 2013 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 31 Jul 2013 11:01:22 -0700 Subject: [rt-users] RT on MAC In-Reply-To: <51F5C9FF.5080905@2ndquadrant.com> References: <3926431089308479945@unknownmsgid> <51F5C9FF.5080905@2ndquadrant.com> Message-ID: Kevin, Being mostly a design guy and not much of a technical guy on OS setups, etc, would the Geek squad be able to download RT onto my Mac? Kenn On Sun, Jul 28, 2013 at 6:48 PM, Craig Ringer wrote: > On 07/26/2013 03:07 AM, Kenneth Crocker wrote: > > Kevin, > > > > That is really good news. I'll take a look. > > Your email client is discarding References: and In-reply-to: headers, so > it breaks the threading every time you reply. > > That's not a huge problem, but if you plan on using mailing lists more > in future I would suggest fixing it. > > -- > Craig Ringer http://www.2ndQuadrant.com/ > PostgreSQL Development, 24x7 Support, Training & Services > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Wed Jul 31 14:03:21 2013 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 31 Jul 2013 18:03:21 +0000 Subject: [rt-users] RT on MAC In-Reply-To: References: <3926431089308479945@unknownmsgid> <51F5C9FF.5080905@2ndquadrant.com> Message-ID: <01136576758242d79eb173b62bc428ee@BLUPR05MB103.namprd05.prod.outlook.com> I would not trust them with my old rotary dial phone:) Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, July 31, 2013 1:01 PM To: RT User List Subject: Re: [rt-users] RT on MAC Kevin, Being mostly a design guy and not much of a technical guy on OS setups, etc, would the Geek squad be able to download RT onto my Mac? Kenn On Sun, Jul 28, 2013 at 6:48 PM, Craig Ringer > wrote: On 07/26/2013 03:07 AM, Kenneth Crocker wrote: > Kevin, > > That is really good news. I'll take a look. Your email client is discarding References: and In-reply-to: headers, so it breaks the threading every time you reply. That's not a huge problem, but if you plan on using mailing lists more in future I would suggest fixing it. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Wed Jul 31 14:06:00 2013 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 31 Jul 2013 18:06:00 +0000 Subject: [rt-users] need help In-Reply-To: <210077336-1375293678-cardhu_decombobulator_blackberry.rim.net-878463781-@b1.c17.bise7.blackberry> References: <210077336-1375293678-cardhu_decombobulator_blackberry.rim.net-878463781-@b1.c17.bise7.blackberry> Message-ID: I sent is to the users list for you. I am very new to RT and cannot answer your question. List folks please read down though the tread to see if you can help this individual. You should not be getting reject for the list I do not know what that is about. Sorry Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: alok43433 at gmail.com [mailto:alok43433 at gmail.com] Sent: Wednesday, July 31, 2013 1:01 PM To: Bryon Baker Subject: Re: need help Dear Bryon, I have send mail on that mail I'd but it got rejected . I have find yours mail I'd on post Nso draft mail to you Hope to get solution. I am working in company as windows system administrator. Not have good knowledge of linux.With the help of my friend I have upgraded the RT. So it would be very much help full if you provide me solution of this. Thanks Alok Sent from BlackBerry(r) on Airtel ________________________________ From: Bryon Baker > Date: Wed, 31 Jul 2013 17:49:35 +0000 To: Alok Pandey> Subject: RE: need help You need to send the request to rt-users at lists.bestpractical.com Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: Alok Pandey [mailto:alok43433 at gmail.com] Sent: Wednesday, July 31, 2013 12:48 PM To: Bryon Baker Subject: Fwd: need help Dear , I have upgrade my RT from 3.6.5 to 3.8.0 but i am facing one issue. While replying to ticket i am getting error "This transaction appears to have no content" In the outlook i am getting the context as HTML attachment Please help on this in details as i have very less knowledge of RT and linux. Regards Alok Pandey -- Er. Alok Pandey -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jul 31 14:59:05 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 31 Jul 2013 14:59:05 -0400 Subject: [rt-users] Migration Prep In-Reply-To: <51F9484D.9040905@tracker-software.com> References: <51F09D4B.5090604@tracker-software.com> <20130725163239.GO22003@jibsheet.com> <51F18ECB.50401@tracker-software.com> <20130726125343.GS22003@jibsheet.com> <51F6DEFB.1090407@tracker-software.com> <20130730144234.GX22003@jibsheet.com> <51F83B67.1030802@tracker-software.com> <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> Message-ID: <20130731185905.GH22003@jibsheet.com> On Wed, Jul 31, 2013 at 10:24:29AM -0700, Paul O'Rorke wrote: > Password: !sha512!8MzDJesb8kr4UHIA!784B/mzwvLcUEEa > `Password` varbinary(40) DEFAULT NULL, These are 3.8 versions of that table, not 4.0 versions. Did you run all of the database upgrade steps? This was step 4.0.0rc4. There are many other schema changes. This will absolutely prevent you from logging in. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jsolberg at intrepidls.com Wed Jul 31 15:22:18 2013 From: jsolberg at intrepidls.com (Jeff Solberg) Date: Wed, 31 Jul 2013 19:22:18 +0000 Subject: [rt-users] Changing WebBase RT URL Message-ID: <66F399A5340D2E44B1D4A4672B648976DF66EE@canis.intrepidls.com> All, I am in the final stages of standing up my new RT Instance! What a journey it has been. First off I want to say thanks for all the help I have gotten from this user base on getting where I am now. There were a few hurdles that took me for a whirlwind but with your help I got through them! One more request from the IT manager is he wants the Web URL to be something simple like itsupport.{domain name}.com. From what I can see there are lines in the RTSite_Config.pm that contains the following Set ($WebBaseURL , "http://hostname"); Set ($WebPath , "/rt"); Now doing a quick look and changing these to something I wanted did not work at all! I got rid of the "/rt" and just left the web path as follows Set ($WebPath , ""); And changed the $WebBaseURL to Set ($WebBaseURL , "http://itsupport.{domainname}.com"); Then created a DNS entry for this. So my questions are this; A) Did I even come close to getting this to work? B) Are there apache type configs that also need to be made to get this to work? I am running RT 4.0.7 running on Debian Linux. Thanks again! Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul at tracker-software.com Wed Jul 31 15:31:26 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Wed, 31 Jul 2013 12:31:26 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <20130731185905.GH22003@jibsheet.com> References: <51F09D4B.5090604@tracker-software.com> <20130725163239.GO22003@jibsheet.com> <51F18ECB.50401@tracker-software.com> <20130726125343.GS22003@jibsheet.com> <51F6DEFB.1090407@tracker-software.com> <20130730144234.GX22003@jibsheet.com> <51F83B67.1030802@tracker-software.com> <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> Message-ID: <51F9660E.4080306@tracker-software.com> OK - I thought that *make upgrade-database* covered those - it suggested it was doing all those incremental updates. It asked from which version I was update from/to and showed each step as doing something. What is it's purpose then? Do I have to still do each one manually from 3.8.4 then? Paul O'Rorke On 07/31/2013 11:59 AM, Kevin Falcone wrote: > On Wed, Jul 31, 2013 at 10:24:29AM -0700, Paul O'Rorke wrote: >> Password: !sha512!8MzDJesb8kr4UHIA!784B/mzwvLcUEEa >> `Password` varbinary(40) DEFAULT NULL, > These are 3.8 versions of that table, not 4.0 versions. > Did you run all of the database upgrade steps? This was step 4.0.0rc4. > There are many other schema changes. > > This will absolutely prevent you from logging in. > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From presnypreklad at gmail.com Wed Jul 31 15:55:02 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Wed, 31 Jul 2013 21:55:02 +0200 Subject: [rt-users] Postfix sendmail returning status code 75 In-Reply-To: <20130731161000.GE22003@jibsheet.com> References: <20130731161000.GE22003@jibsheet.com> Message-ID: Thanks for your reply, Kevin, and here are my answers to your questions. > What kind of monitoring do you have on the box? Often, this is a > memory problem (the running out kind). We are monitoring the box with Icinga. I will talk with my colleagues to see if we can tweak the Icinga configuration so it complains earlier when memory starts to get low. The box has 8Gb installed, but it runs more stuff than just RT. > PerlOptions +Parent was required because they ran two perl processes > in a single mod_perl host. Are you doing that? Well, I'm certainly not. And it didn't make the problem go away, so I assume this is a dead end and I will remove that option. > What's in your postfix error logs when this happens? postfix/sendmail[26576]: fatal: wwwrun(30): No recipient addresses found in message header My "sendmail wrapper" is now in place and I will be watching closely tomorrow. Today from what I managed to capture it looked like nothing (or only one byte?) was being piped from RT to "sendmailpipe". This is consistent with what was written to the log (No recipient addresses found). Thanks! From trs at bestpractical.com Wed Jul 31 16:36:17 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 31 Jul 2013 13:36:17 -0700 Subject: [rt-users] Postfix sendmail returning status code 75 In-Reply-To: References: <20130731161000.GE22003@jibsheet.com> Message-ID: <51F97541.607@bestpractical.com> On 07/31/2013 12:55 PM, Nathan Cutler wrote: > postfix/sendmail[26576]: fatal: wwwrun(30): No recipient addresses > found in message header > > My "sendmail wrapper" is now in place and I will be watching closely > tomorrow. Today from what I managed to capture it looked like nothing > (or only one byte?) was being piped from RT to "sendmailpipe". This is > consistent with what was written to the log (No recipient addresses > found). My guess is that you're running RT 4 under mod_perl with the wrong SetHandler value. Read http://bestpractical.com/docs/rt/latest/web_deployment.html#mod_perl-2.xx and compare your config. From falcone at bestpractical.com Wed Jul 31 20:15:54 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 31 Jul 2013 20:15:54 -0400 Subject: [rt-users] Migration Prep In-Reply-To: <51F9660E.4080306@tracker-software.com> References: <20130725163239.GO22003@jibsheet.com> <51F18ECB.50401@tracker-software.com> <20130726125343.GS22003@jibsheet.com> <51F6DEFB.1090407@tracker-software.com> <20130730144234.GX22003@jibsheet.com> <51F83B67.1030802@tracker-software.com> <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> Message-ID: <20130801001554.GI22003@jibsheet.com> On Wed, Jul 31, 2013 at 12:31:26PM -0700, Paul O'Rorke wrote: > OK - I thought that make upgrade-database covered those - it suggested it was doing all those > incremental updates. It asked from which version I was update from/to and showed each step as > doing something. What is it's purpose then? > > Do I have to still do each one manually from 3.8.4 then? make upgrade-database runs all of the steps. The database you're showing clearly did not have at least one of the steps run on it. Did you skip past any errors? You can also show the 'desc TABLE' for: ACL Groups GroupMembers CustomFieldValues Tickets CustomFields Queues and check for the existence of the Classes, Topics, Articles tables. Your desc Users showed that at least one part of the Users table upgrade (adding the AuthToken field) was run. Now the challenge is figuring out what steps did not run. -kevin > Paul O'Rorke > > On 07/31/2013 11:59 AM, Kevin Falcone wrote: > > On Wed, Jul 31, 2013 at 10:24:29AM -0700, Paul O'Rorke wrote: > > Password: !sha512!8MzDJesb8kr4UHIA!784B/mzwvLcUEEa > `Password` varbinary(40) DEFAULT NULL, > > These are 3.8 versions of that table, not 4.0 versions. > Did you run all of the database upgrade steps? This was step 4.0.0rc4. > There are many other schema changes. > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From landonstewart at gmail.com Wed Jul 31 20:43:54 2013 From: landonstewart at gmail.com (Landon) Date: Wed, 31 Jul 2013 17:43:54 -0700 Subject: [rt-users] Using RTIR - How to send notices to clients who do not respond to Investigations Message-ID: Hello, I'd post this to the RTIR mailing list but it's extremely low volume and I've never had a reply from there before. In a nutshell I've been trying to figure this out but I can't figure out how to get Correspond() to *not* update the LastUpdated field on a ticket. The only real example of this function I can find is in RecordCorrespondence.pm which I am actually using. I've actually copied it to a new .pm and added SquelchMailTo() line to it so messages aren't CC'd to root when using rt-crontool. I've had absolutely no luck trying to figure out how to use Action/SendEmail.pm but I want the correspondence to be in the ticket anyway and preferably use templates too so that's no big deal. What I'm afraid of is that I'm using the wrong method to skin this cat. Is there a better way to look at this or contribution already available for notifying Correspondents that they haven't updated a ticket? I'd like to send two or three warnings before the ticket is flagged for us to consider suspension of the client for not responding. Thanks for reading! -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jul 31 21:37:18 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 31 Jul 2013 21:37:18 -0400 Subject: [rt-users] Using RTIR - How to send notices to clients who do not respond to Investigations In-Reply-To: References: Message-ID: <20130801013718.GJ22003@jibsheet.com> On Wed, Jul 31, 2013 at 05:43:54PM -0700, Landon wrote: > I'd post this to the RTIR mailing list but it's extremely low volume and I've never had a > reply from there before. I just checked - I've replied to a number of your emails on the rtir mailing list, and you've replied to me there. You've actually replied to *fewer* of my replies on rt-users. However, this is in no way an RTIR specific question. > In a nutshell I've been trying to figure this out but I can't figure out how to get > Correspond() to *not* update the LastUpdated field on a ticket. The only real example of this > function I can find is in RecordCorrespondence.pm which I am actually using. I've actually > copied it to a new .pm and added SquelchMailTo() line to it so messages aren't CC'd to root > when using rt-crontool. > I've had absolutely no luck trying to figure out how to use Action/SendEmail.pm but I want the > correspondence to be in the ticket anyway and preferably use templates too so that's no big > deal. > What I'm afraid of is that I'm using the wrong method to skin this cat. Is there a better way > to look at this or contribution already available for notifying Correspondents that they > haven't updated a ticket? I'd like to send two or three warnings before the ticket is flagged > for us to consider suspension of the client for not responding. > Thanks for reading! I've generally just used RT::Action::Notify and --action-arg AdminCc to notify the AdminCcs (or other arguments as needed). For Notify, you must use --transaction first or --transaction last and keep in mind that Notify.pm obeys the NotifyActor note. RecordCorrespondence might work fine, I've just never used it. Using SendEmail directly is almost never what you want. Keep in mind however that any code that records a transaction on a ticket (so RecordCorrespondence, which records a transaction by calling the Correspond method) is going to update LastUpdated on the ticket. You're updating the ticket, so LastUpdated moves. Sending mail without that is likely to be *very* difficult. You likely actually want a Condition module that checks for a status change or checks for the first notification to do your calculations, or to record something in a custom field for easier querying. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: