From armhamer at uw.edu  Thu Oct  1 19:01:01 2015
From: armhamer at uw.edu (Armin Liedtke)
Date: Thu, 1 Oct 2015 23:01:01 +0000
Subject: [rt-users] HomePage Changes: eBooks, eJournals, eVideos
Message-ID: <SN1PR08MB1342A5076819F603968BE74EAF4C0@SN1PR08MB1342.namprd08.prod.outlook.com>

?Owner: armhamer
Queue: WebApps
Status: Open
TimeWorked: 2
Priority: 80



From: Rob Estes
Sent: Thursday, October 01, 2015 3:40 PM
To: Uwb-cc Library Technology Services <uwblts at uw.edu>
Subject: FW: home page link

Hi Armin,

Hi Armin,

We chatted about this earlier, but can you mock up something with eBooks eJournals eVideo replacing the E-Journals link on the homepage? Let me know if you have questions. Thanks.  re

eBooks
http://guides.lib.uw.edu/c.php?g=391774

eJournals
http://guides.lib.washington.edu/ejournals

eVideo
http://guides.lib.uw.edu/bothell/streamingvideo


From: Suzan Parker
Sent: Monday, September 28, 2015 11:42 AM
To: Rob Estes <restes at uw.edu<mailto:restes at uw.edu>>
Subject: FW: home page link

Hi Rob,

Is this something Armin can mock up to show the group? Does he have time right now?

Thanks,
Suzan

From: Suzan Parker
Sent: Friday, September 25, 2015 1:37 PM
To: Megan Watson <megawat at uw.edu<mailto:megawat at uw.edu>>; Danielle Rowland <danir at uw.edu<mailto:danir at uw.edu>>; UWB-CC Library WAG <uw_lib_bothell_libweb at uw.edu<mailto:uw_lib_bothell_libweb at uw.edu>>
Subject: RE: home page link

That?s what I was thinking, too.

From: Megan Watson
Sent: Friday, September 25, 2015 1:17 PM
To: Suzan Parker <sparkerz at uw.edu<mailto:sparkerz at uw.edu>>; Danielle Rowland <danir at uw.edu<mailto:danir at uw.edu>>; UWB-CC Library WAG <uw_lib_bothell_libweb at uw.edu<mailto:uw_lib_bothell_libweb at uw.edu>>
Subject: RE: home page link

Sounds fine to me. Maybe it could be arranged like the class guides for consistency?s sake: eBooks ,  eJournals ,  eVideo

-- Megan

From: Suzan Parker
Sent: Friday, September 25, 2015 12:47 PM
To: Danielle Rowland <danir at uw.edu<mailto:danir at uw.edu>>; UWB-CC Library WAG <uw_lib_bothell_libweb at uw.edu<mailto:uw_lib_bothell_libweb at uw.edu>>
Subject: RE: home page link

Slides would be good, but we need a more long term option, too. Fielding ebook and streaming video questions is becoming a significant workload issue for Reserves and for me. We really need a way to cut down on some questions (not that all faculty would read it, but it might decrease some of the volume).

From: Danielle Rowland
Sent: Friday, September 25, 2015 12:04 PM
To: Suzan Parker <sparkerz at uw.edu<mailto:sparkerz at uw.edu>>; UWB-CC Library WAG <uw_lib_bothell_libweb at uw.edu<mailto:uw_lib_bothell_libweb at uw.edu>>
Subject: RE: home page link

I think as a design option, that?s a little messy, but it might work. Another option is to have them as slides.
--Dani

From: Suzan Parker
Sent: Friday, September 25, 2015 11:38 AM
To: UWB-CC Library WAG <uw_lib_bothell_libweb at uw.edu<mailto:uw_lib_bothell_libweb at uw.edu>>
Subject: FW: home page link

Meant to send this to WAG. Thoughts?

From: Suzan Parker
Sent: Wednesday, September 23, 2015 6:19 PM
To: UWB-CC Library Web Libguides Operation Group <uw_lib_bothell_liblog at uw.edu<mailto:uw_lib_bothell_liblog at uw.edu>>
Subject: home page link

Mary Yutani and I have been fielding a LOT of questions from faculty about streaming videos and ebooks lately.

Mary has asked if links to the two Libguides for these emerging areas could be on the home page.
http://guides.lib.uw.edu/research/ebooks
http://guides.lib.uw.edu/bothell/streamingvideo

I wonder if we could have links for  ?eBooks  eJournals  eVideo? all on the same line where eJournals currently resides on the home page?

[cid:image001.jpg at 01D0F797.4114A9E0]
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From armhamer at uw.edu  Thu Oct  1 19:10:57 2015
From: armhamer at uw.edu (Armin Liedtke)
Date: Thu, 1 Oct 2015 23:10:57 +0000
Subject: [rt-users] HomePage Changes: eBooks, eJournals, eVideos -IGNORE!
Message-ID: <SN1PR08MB1342B319815CD723F5082729AF4C0@SN1PR08MB1342.namprd08.prod.outlook.com>


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From muratsaparow at gmail.com  Fri Oct  2 03:01:32 2015
From: muratsaparow at gmail.com (Myrat Saparow)
Date: Fri, 02 Oct 2015 07:01:32 +0000
Subject: [rt-users] RT External Auth Ldap pass on to Custom Fields
In-Reply-To: <BDD526F728335048A5DF06102DB81D965E2B96@HCA-Exch.HCA.local>
References: <BDD526F728335048A5DF06102DB81D965E2B96@HCA-Exch.HCA.local>
Message-ID: <CAL1_0D22rf9pZEnQbfL-YccDbrM7z6meTu76evAXmCegHfyP7w@mail.gmail.com>

Hi Anton,

I am not sure whether ExternalAuth plugin supports Custom Fields, but I
know that LdapImport does.

The way I worked it, was to autheticate user with ExternalAuth, create it
on first logon with minimal mappings (name, e-mail), and update the rest of
the needed data with LdapImport on a regular cycle.

Here's part of the siteconfig file I use:

Set( $LDAPMapping, {
        Name            => 'sAMAccountName',
        EmailAddress    => 'mail',
        RealName        => 'cn',
        WorkPhone       => 'telephoneNumber',
        Organization    => 'departmentName',
        'UserCF.Project'        => 'physicalDeliveryOfficeName'
                    });

Regards,

Myrat


On Tue, Sep 29, 2015 at 7:40 AM Anton Panetta <
anton.panetta at haircareaust.com> wrote:

> Hi
>
>
>
> I see several questions around the web, with incomplete answers to this.
> Which suggests people have tried and succeeded, or given up.
>
>
>
> RT 4.2.11
>
> RT External Auth 0.25
>
>
>
> What I am trying to achieve is the use of RT External auth to pull in or
> refresh user details on login, I am aware I could use ldap import but a
> more real time process makes more sense to me.
>
>
>
> My goal is to be able to pull in ldap fields into custom fields, eg
> department, Company, for use elsewhere.
>
>
>
> I can map existing attr no problem, but its when I get to custom fields
> that I run into issue
>
>
>
> Everything I have read suggests it should be either UserCF.CustomFieldName
> CF.CustomFieldName UserCF.{CustomFieldName} CF.{CustomFieldName} or even
> {CustomFieldName}
>
>
>
> Am I barking up the wrong tree, is this actually not possible, do I need
> to declare it somewhere else first or am I just getting the syntax wrong
>
>
>
>
>
> Here is what I have defined as the attr_map
>
>
>
>         'attr_map' => {
>
>             'Name'         => 'sAMAccountName',
>
>             'EmailAddress' => 'mail',
>
>             'RealName'     => 'cn',
>
>             'WorkPhone'    => 'telephoneNumber',
>
>             'MobilePhone'  => 'mobile',
>
>             'Address1'     => 'streetAddress',
>
>             'City'         => 'l',
>
>             'State'        => 'st',
>
>             'Zip'          => 'postalCode',
>
>             'Country'      => 'co',
>
>             'CF.Department'   => 'department',
>
>
>
>
>
> If anyone has managed success in this in the past id appreciate knowing
> what I am missing.
>
>
>
>
>
> Here is a snip of the log I get
>
>
>
> It shows the department string is being pulled from Ldap (AD in this
> instance) and then failing due like 748 in Record.pm (which I assume is me
> putting the wrong prefix to the CF sending it the wrong way)
>
>
>
>
>
>
>
> [4828] [Tue Sep 29 02:00:17 2015] [info]:
> RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): snip
>  (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301)
>
> [4828] [Tue Sep 29 02:00:17 2015] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
> CF.Department: IT, City: Hindmarsh, Country: Australia, EmailAddress: snip,
> MobilePhone: snip , Name: snip, RealName: snip, State: South Australia,
> WorkPhone: snip , Zip: 5007
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:868)
>
> [4828] [Tue Sep 29 02:00:17 2015] [warning]: Use of uninitialized value
> $column in hash element at /opt/rt4/sbin/../lib/RT/Record.pm line 748.
> (/opt/rt4/sbin/../lib/RT/Record.pm:748)
>
> [4828] [Tue Sep 29 02:00:17 2015] [warning]: Use of uninitialized value
> $column in hash element at /opt/rt4/sbin/../lib/RT/Record.pm line 748.
> (/opt/rt4/sbin/../lib/RT/Record.pm:748)
>
> [4828] [Tue Sep 29 02:00:17 2015] [warning]: Use of uninitialized value
> $column in hash element at /opt/rt4/sbin/../lib/RT/Record.pm line 748.
> (/opt/rt4/sbin/../lib/RT/Record.pm:748)
>
> [4828] [Tue Sep 29 02:00:17 2015] [warning]: Use of uninitialized value
> $column in hash element at /opt/rt4/sbin/../lib/RT/Record.pm line 748.
> (/opt/rt4/sbin/../lib/RT/Record.pm:748)
>
> [4828] [Tue Sep 29 02:00:17 2015] [warning]: Use of uninitialized value
> $column in hash element at /opt/rt4/sbin/../lib/RT/Record.pm line 748.
> (/opt/rt4/sbin/../lib/RT/Record.pm:748)
>
> [4828] [Tue Sep 29 02:00:17 2015] [warning]: Use of uninitialized value
> $column in hash element at /opt/rt4/sbin/../lib/RT/Record.pm line 748.
> (/opt/rt4/sbin/../lib/RT/Record.pm:748)
>
> [4828] [Tue Sep 29 02:00:17 2015] [error]: RT::User::CF.Department
> Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line 983)
>
>
>
>
>
>
>
> Regards
>
> Anton
>
>
>
>
>
>
> The information contained in this email message and any attachments may be
> confidential information. If you are not the intended recipient, any use,
> interference with, disclosure or copying of this material is unauthorised
> and prohibited. If you have received this email in error, please advise us
> immediately and delete the email and all copies. The content and opinions
> in non-business email are not necessarily those of Haircare Australia.
>
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From anton.panetta at haircareaust.com  Fri Oct  2 03:12:40 2015
From: anton.panetta at haircareaust.com (Anton Panetta)
Date: Fri, 2 Oct 2015 07:12:40 +0000
Subject: [rt-users] RT External Auth Ldap pass on to Custom Fields
In-Reply-To: <CAL1_0D22rf9pZEnQbfL-YccDbrM7z6meTu76evAXmCegHfyP7w@mail.gmail.com>
References: <BDD526F728335048A5DF06102DB81D965E2B96@HCA-Exch.HCA.local>
 <CAL1_0D22rf9pZEnQbfL-YccDbrM7z6meTu76evAXmCegHfyP7w@mail.gmail.com>
Message-ID: <BDD526F728335048A5DF06102DB81D965E42FA@HCA-Exch.HCA.local>

Thanks Myrat

That will help me should I go down the LDAPimport route which was the fallback position.

From: Myrat Saparow [mailto:muratsaparow at gmail.com]
Sent: Friday, 2 October 2015 4:32 PM
To: Anton Panetta <anton.panetta at haircareaust.com>; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT External Auth Ldap pass on to Custom Fields

Hi Anton,

I am not sure whether ExternalAuth plugin supports Custom Fields, but I know that LdapImport does.

The way I worked it, was to autheticate user with ExternalAuth, create it on first logon with minimal mappings (name, e-mail), and update the rest of the needed data with LdapImport on a regular cycle.

Here's part of the siteconfig file I use:

Set( $LDAPMapping, {
        Name            => 'sAMAccountName',
        EmailAddress    => 'mail',
        RealName        => 'cn',
        WorkPhone       => 'telephoneNumber',
        Organization    => 'departmentName',
        'UserCF.Project'        => 'physicalDeliveryOfficeName'
                    });

Regards,

Myrat


On Tue, Sep 29, 2015 at 7:40 AM Anton Panetta <anton.panetta at haircareaust.com<mailto:anton.panetta at haircareaust.com>> wrote:
Hi

I see several questions around the web, with incomplete answers to this. Which suggests people have tried and succeeded, or given up.

RT 4.2.11
RT External Auth 0.25

What I am trying to achieve is the use of RT External auth to pull in or refresh user details on login, I am aware I could use ldap import but a more real time process makes more sense to me.

My goal is to be able to pull in ldap fields into custom fields, eg department, Company, for use elsewhere.

I can map existing attr no problem, but its when I get to custom fields that I run into issue

Everything I have read suggests it should be either UserCF.CustomFieldName CF.CustomFieldName UserCF.{CustomFieldName} CF.{CustomFieldName} or even {CustomFieldName}

Am I barking up the wrong tree, is this actually not possible, do I need to declare it somewhere else first or am I just getting the syntax wrong


Here is what I have defined as the attr_map

        'attr_map' => {
            'Name'         => 'sAMAccountName',
            'EmailAddress' => 'mail',
            'RealName'     => 'cn',
            'WorkPhone'    => 'telephoneNumber',
            'MobilePhone'  => 'mobile',
            'Address1'     => 'streetAddress',
            'City'         => 'l',
            'State'        => 'st',
            'Zip'          => 'postalCode',
            'Country'      => 'co',
            'CF.Department'   => 'department',


If anyone has managed success in this in the past id appreciate knowing what I am missing.


Here is a snip of the log I get

It shows the department string is being pulled from Ldap (AD in this instance) and then failing due like 748 in Record.pm (which I assume is me putting the wrong prefix to the CF sending it the wrong way)



[4828] [Tue Sep 29 02:00:17 2015] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): snip  (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:301)
[4828] [Tue Sep 29 02:00:17 2015] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , CF.Department: IT, City: Hindmarsh, Country: Australia, EmailAddress: snip, MobilePhone: snip , Name: snip, RealName: snip, State: South Australia, WorkPhone: snip , Zip: 5007 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:868)
[4828] [Tue Sep 29 02:00:17 2015] [warning]: Use of uninitialized value $column in hash element at /opt/rt4/sbin/../lib/RT/Record.pm line 748. (/opt/rt4/sbin/../lib/RT/Record.pm:748)
[4828] [Tue Sep 29 02:00:17 2015] [warning]: Use of uninitialized value $column in hash element at /opt/rt4/sbin/../lib/RT/Record.pm line 748. (/opt/rt4/sbin/../lib/RT/Record.pm:748)
[4828] [Tue Sep 29 02:00:17 2015] [warning]: Use of uninitialized value $column in hash element at /opt/rt4/sbin/../lib/RT/Record.pm line 748. (/opt/rt4/sbin/../lib/RT/Record.pm:748)
[4828] [Tue Sep 29 02:00:17 2015] [warning]: Use of uninitialized value $column in hash element at /opt/rt4/sbin/../lib/RT/Record.pm line 748. (/opt/rt4/sbin/../lib/RT/Record.pm:748)
[4828] [Tue Sep 29 02:00:17 2015] [warning]: Use of uninitialized value $column in hash element at /opt/rt4/sbin/../lib/RT/Record.pm line 748. (/opt/rt4/sbin/../lib/RT/Record.pm:748)
[4828] [Tue Sep 29 02:00:17 2015] [warning]: Use of uninitialized value $column in hash element at /opt/rt4/sbin/../lib/RT/Record.pm line 748. (/opt/rt4/sbin/../lib/RT/Record.pm:748)
[4828] [Tue Sep 29 02:00:17 2015] [error]: RT::User::CF.Department Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line 983)



Regards
Anton



The information contained in this email message and any attachments may be confidential information. If you are not the intended recipient, any use, interference with, disclosure or copying of this material is unauthorised and prohibited. If you have received this email in error, please advise us immediately and delete the email and all copies. The content and opinions in non-business email are not necessarily those of Haircare Australia. [http://thinkbeforeprinting.org/struct/signature-1.gif]
The information contained in this email message and any attachments may be confidential information. If you are not the intended recipient, any use, interference with, disclosure or copying of this material is unauthorised and prohibited. If you have received this email in error, please advise us immediately and delete the email and all copies. The content and opinions in non-business email are not necessarily those of Haircare Australia. [http://thinkbeforeprinting.org/struct/signature-1.gif]
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From aaron at backblaze.com  Fri Oct  2 21:52:18 2015
From: aaron at backblaze.com (Aaron McCormack)
Date: Fri, 2 Oct 2015 18:52:18 -0700
Subject: [rt-users] Change default queue in "Quick ticket creation" area
In-Reply-To: <5602D981.9020204@jonesmail.me>
References: <5602D53B.9090901@jonesmail.me> <5602D981.9020204@jonesmail.me>
Message-ID: <28F52008-E17C-44C3-AE58-E0D288E23EAB@backblaze.com>

Hi Russell,

Have you tried this setting in RT_SiteConfig.pm?

Set($DefaultQueue, 'My Default Queue Name Here'); 

I think that's what is defining it for my global settings, rather than the per user setting in the UI.  More info on that setting is at https://bestpractical.com/docs/rt/latest/RT_Config.html

Aaron

> On Sep 23, 2015, at 9:55 AM, Russell Jones <russell-list at jonesmail.me> wrote:
> 
> Hi all,
> 
> How do I change the default queue that is selected in the quick ticket creation area? Doing some research led me to the "Default queue" drop down in user preferences, and this does indeed change the queue that is selected by default next to the "New ticket in" button at the top right, but it does not change the selected queue for the "Quick Ticket Creation" box.
> 
> Any help is greatly appreciated. Thanks!
> 

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From josep.andres at bsc.es  Mon Oct  5 09:24:50 2015
From: josep.andres at bsc.es (=?UTF-8?B?Sm9zZXAgTWFuZWwgQW5kcsOpcw==?=)
Date: Mon, 05 Oct 2015 15:24:50 +0200
Subject: [rt-users] Adding email address (that is used in another queue) to
 a ticket in a different queue
Message-ID: <56127A22.5080200@bsc.es>

Hi all,

We are facing a strange behaviour in the RT, let's say I send an email 
to support at mydomain.com, and this generate a ticket in support queue, 
afterwards I CC this ticket with an address helpdesk at mydomain.com (which 
is supposed to generate a ticket within helpdesk queue) So what is 
happening is that no ticket is generated for helpdesk queue (which make 
sense) but two emails are recorded and send to support queue.
What I would expect is that helpdesk queue users receive an email 
notifying them that there is a ticket that has been sent to them.

What part of the RT is managing this feature?

Thanks a lot.


We are using RT 4.2.11

-- 
Josep Manel Andr?s (josep.andres at bsc.es)
Operations - Barcelona Supercomputing Centre
C/ Jordi Girona, 31  http://www.bsc.es
08034 Barcelona, Spain Tel: +34-93-405 42 14
e-mail: systems at bsc.es Fax: +34-93-413 77 21
-----------------------------------------------

WARNING / LEGAL TEXT: This message is intended only for the use of the
individual or entity to which it is addressed and may contain
information which is privileged, confidential, proprietary, or exempt
from disclosure under applicable law. If you are not the intended
recipient or the person responsible for delivering the message to the
intended recipient, you are strictly prohibited from disclosing,
distributing, copying, or in any way using this message. If you have
received this communication in error, please notify the sender and
destroy and delete any copies you may have received.

http://www.bsc.es/disclaimer


From vangoor.bharath at gmail.com  Tue Oct  6 16:09:23 2015
From: vangoor.bharath at gmail.com (bharath reddy)
Date: Tue, 6 Oct 2015 16:09:23 -0400
Subject: [rt-users] Regarding Apache server failure
Message-ID: <CAMe2YjEPK=mo+Sitwk_TWK_f04GkDJ55t2uASfW7NxervZjyKA@mail.gmail.com>

Dear All,

I'm trying to configure RT to communic <http:>ate with my LDAP, for which I
followed this link : https://metacpan.org/pod/RT::Authen::ExternalAuth .
After making the required changes, when I restarted my apache server it is
failing with following error :

root at devrt:/rt/etc# /etc/init.d/apache2 start
 * Starting web server apache2
Segmentation fault (core dumped)
Action 'start' failed.
The Apache error log may have more information.
   ...fail!

There is no important messages in log files:

root at devrt:/rt/etc# cat /var/log/apache2/error.log
[Tue Oct 06 15:13:41 2015] [info] Init: Seeding PRNG with 648 bytes of
entropy
[Tue Oct 06 15:13:41 2015] [info] Loading certificate & private key of
SSL-aware server
[Tue Oct 06 15:13:41 2015] [debug] ssl_engine_pphrase.c(470): unencrypted
RSA private key - pass phrase not required
[Tue Oct 06 15:13:41 2015] [info] Init: Initializing (virtual) servers for
SSL
[Tue Oct 06 15:13:41 2015] [info] Configuring server for SSL protocol
[Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(367): Creating new SSL
context (protocols: TLSv1, TLSv1.1, TLSv1.2)
[Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(541): Configuring
client authentication
[Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(1218): CA certificate:
/C=SE/O=AddTrust AB/OU=AddTrust External TTP Network/CN=AddTrust External
CA Root
[Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(1218): CA certificate:
/C=US/O=Internet2/OU=InCommon/CN=InCommon Server CA
[Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(608): Configuring
permitted SSL ciphers [!aNULL:!eNULL:!EXP:HIGH:MEDIUM:!ADH:!MD5]
[Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(316): Configuring TLS
extension handling
[Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(739): Configuring RSA
server certificate
[Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(785): Configuring RSA
server private key
[Tue Oct 06 15:13:41 2015] [info] mod_ssl/2.2.22 compiled against Server:
Apache/2.2.22, Library: OpenSSL/1.0.1

I've found a thread which was about similar issue,
http://lists.bestpractical.com/pipermail/rt-users/2010-June/065038.html ,
but there is no replies to that.

Any help or pointers to this issue will be appreciated.

Thanks,
Bharath.
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From mzagrabe at d.umn.edu  Tue Oct  6 16:16:32 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 6 Oct 2015 15:16:32 -0500
Subject: [rt-users] Regarding Apache server failure
In-Reply-To: <CAMe2YjEPK=mo+Sitwk_TWK_f04GkDJ55t2uASfW7NxervZjyKA@mail.gmail.com>
References: <CAMe2YjEPK=mo+Sitwk_TWK_f04GkDJ55t2uASfW7NxervZjyKA@mail.gmail.com>
Message-ID: <CAOLfK3UXTdqqg1=mpVP0vEFR-2Tvm-1kZt-2sZpyiXDZSE+dag@mail.gmail.com>

On Tue, Oct 6, 2015 at 3:09 PM, bharath reddy <vangoor.bharath at gmail.com> wrote:
> Dear All,
>
> I'm trying to configure RT to communicate with my LDAP, for which I followed
> this link : https://metacpan.org/pod/RT::Authen::ExternalAuth . After making
> the required changes, when I restarted my apache server it is failing with
> following error :
>
> root at devrt:/rt/etc# /etc/init.d/apache2 start
>  * Starting web server apache2
> Segmentation fault (core dumped)
> Action 'start' failed.
> The Apache error log may have more information.
>    ...fail!
>
> There is no important messages in log files:
>
> root at devrt:/rt/etc# cat /var/log/apache2/error.log
> [Tue Oct 06 15:13:41 2015] [info] Init: Seeding PRNG with 648 bytes of
> entropy
> [Tue Oct 06 15:13:41 2015] [info] Loading certificate & private key of
> SSL-aware server
> [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_pphrase.c(470): unencrypted
> RSA private key - pass phrase not required
> [Tue Oct 06 15:13:41 2015] [info] Init: Initializing (virtual) servers for
> SSL
> [Tue Oct 06 15:13:41 2015] [info] Configuring server for SSL protocol
> [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(367): Creating new SSL
> context (protocols: TLSv1, TLSv1.1, TLSv1.2)
> [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(541): Configuring
> client authentication
> [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(1218): CA certificate:
> /C=SE/O=AddTrust AB/OU=AddTrust External TTP Network/CN=AddTrust External CA
> Root
> [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(1218): CA certificate:
> /C=US/O=Internet2/OU=InCommon/CN=InCommon Server CA
> [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(608): Configuring
> permitted SSL ciphers [!aNULL:!eNULL:!EXP:HIGH:MEDIUM:!ADH:!MD5]
> [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(316): Configuring TLS
> extension handling
> [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(739): Configuring RSA
> server certificate
> [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(785): Configuring RSA
> server private key
> [Tue Oct 06 15:13:41 2015] [info] mod_ssl/2.2.22 compiled against Server:
> Apache/2.2.22, Library: OpenSSL/1.0.1

What distro are you using?

To see the most recently written to log files, try:

cd /var/log
ls -lrt

and

cd /var/log/apache2
ls -lrt

-m


From Dion.Gullotta at faredge.com.au  Wed Oct  7 00:52:55 2015
From: Dion.Gullotta at faredge.com.au (Dion Gullotta)
Date: Wed, 7 Oct 2015 15:52:55 +1100
Subject: [rt-users] Need help with custom field to trigger approvals (RT 4.2)
Message-ID: <CCD0821AE781994EB8BAB510676B5EF5028D214F4773@ZEUS.faredge.local>

Hi all,

I would like to trigger an approval request with a custom field value.

We have set up approvals normally which work great,  but we wanted to be able to set a custom field value to trigger the creation instead.

We have a custom field called "Needs Approval" and we have a scrip with the custom condition:


my $Ticket = $self->TicketObj;

return 0 unless $self->TicketObj->FirstCustomFieldValue('65') eq 'Yes';
         return 1;


Prep code and Commit code are blank.  Action is "Create tickets" and Template "Create Approval Request" as normal.

This all works fine initially but because the "Needs Approval" field remains set to "Yes" then every time the ticket is touched another approval gets created. So I am trying to unset "Needs Approval" from "Yes" to "No" after it's been triggered.

I have tried this in the Commit code (prep code blank):


$cf->LoadByName( Name => 'Needs Approval' );

$self->TicketObj->AddCustomFieldValue( Field => '$cf', Value => 'No' );


But it doesn't seem to work.

Any advice or help appreciated as always.

Thank you.

Dion Gullotta
Far Edge Technology

p. 02 84251400
http://www.faredge.com.au


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From allen.joslin at gmail.com  Wed Oct  7 14:51:16 2015
From: allen.joslin at gmail.com (Al Joslin)
Date: Wed, 7 Oct 2015 14:51:16 -0400
Subject: [rt-users] Help! I enabled Full Text search and now Simple search
	won't look at Subjects !!
Message-ID: <821ADA62-B4BA-42EE-A075-66C6DB9925FC@gmail.com>

I am running 4.2.11

I have install mariadb 10.0 

I have enabled native mySQL full text search

It works fine - EXCEPT: it seems that I can have Full Text -or- Subject from the Simple Search box, but not both?

If I disable the full text from the RT_Site_config then the simple search box searches subjects but not attachments

If I enable the full text from the RT_Site_config then the simple search box searches attachments but not subjects

I don?t know how to proceed, this is not going to go over well?

I also have a custom field my users insisted on that will carry text ? can I index and search more than one table (attachments) ?

thanks
al;




From ktm at rice.edu  Wed Oct  7 15:24:06 2015
From: ktm at rice.edu (ktm at rice.edu)
Date: Wed, 7 Oct 2015 14:24:06 -0500
Subject: [rt-users] Help! I enabled Full Text search and now Simple
 search won't look at Subjects !!
In-Reply-To: <821ADA62-B4BA-42EE-A075-66C6DB9925FC@gmail.com>
References: <821ADA62-B4BA-42EE-A075-66C6DB9925FC@gmail.com>
Message-ID: <20151007192406.GB14155@aart.rice.edu>

On Wed, Oct 07, 2015 at 02:51:16PM -0400, Al Joslin wrote:
> I am running 4.2.11
> 
> I have install mariadb 10.0 
> 
> I have enabled native mySQL full text search
> 
> It works fine - EXCEPT: it seems that I can have Full Text -or- Subject from the Simple Search box, but not both?
> 
> If I disable the full text from the RT_Site_config then the simple search box searches subjects but not attachments
> 
> If I enable the full text from the RT_Site_config then the simple search box searches attachments but not subjects
> 
> I don?t know how to proceed, this is not going to go over well?
> 
> I also have a custom field my users insisted on that will carry text ? can I index and search more than one table (attachments) ?
> 
> thanks
> al;
> 

Hi Al,

It definitely looks like a bug to me. Have you reported it? It also looks like
it will only handle a single table search so you will need to write code to add
support for your other custom field. I had something similar in my PostgreSQL
patch for older systems, but I have not looked recently.

Regards,
Ken


From mzagrabe at d.umn.edu  Wed Oct  7 15:29:08 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 7 Oct 2015 14:29:08 -0500
Subject: [rt-users] Help! I enabled Full Text search and now Simple
 search won't look at Subjects !!
In-Reply-To: <821ADA62-B4BA-42EE-A075-66C6DB9925FC@gmail.com>
References: <821ADA62-B4BA-42EE-A075-66C6DB9925FC@gmail.com>
Message-ID: <CAOLfK3UwCS_erKDpR6FfSP5mxJjUGMrgkEAYQ4BfBXHvN6w5uQ@mail.gmail.com>

On Wed, Oct 7, 2015 at 1:51 PM, Al Joslin <allen.joslin at gmail.com> wrote:

> I also have a custom field my users insisted on that will carry text ? can I index and search more than one table (attachments) ?

Current RT does not support full text searching (FTS) on CFs. I
remember conversing with one of the devs and the ACLs of the CFs was
one point of programming concern. Obviously ticket contents also have
ACLs associated with them so I don't quite understand why he mentioned
the ACLs.

-m


From Daniel.Moore at osbornewood.com  Wed Oct  7 15:50:51 2015
From: Daniel.Moore at osbornewood.com (Daniel Moore)
Date: Wed, 7 Oct 2015 19:50:51 +0000
Subject: [rt-users] Ticket Changes Queue when updated
Message-ID: <54B02CD784365C4DAF3841D1FDC76328558E63FC@EXCHANGE.osborne.local>

Hello,

I thought I had found the answer this a long time ago but I cannot seem to locate it now.

We have several queues set up and when a user updates something on their ticket (priority, reply, etc) The ticket will automatically bounce out of whatever queue it is in into another queue. For most it's our default queue that all tickets go into.

How do I keep tickets from changing queues when the user updates the ticket?


V/R,

Daniel Moore
IT Systems Technician
Osborne Wood Products, Inc.
[http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg]
P: 706.282.5764
F: 888.777.4304
http://www.osbornewood.com

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From mzagrabe at d.umn.edu  Wed Oct  7 16:24:24 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 7 Oct 2015 15:24:24 -0500
Subject: [rt-users] Ticket Changes Queue when updated
In-Reply-To: <54B02CD784365C4DAF3841D1FDC76328558E63FC@EXCHANGE.osborne.local>
References: <54B02CD784365C4DAF3841D1FDC76328558E63FC@EXCHANGE.osborne.local>
Message-ID: <CAOLfK3U9tQUVbFUAGSA_MjYTDwRZBprtXz4tsFtTRZhLF5MSRw@mail.gmail.com>

On Wed, Oct 7, 2015 at 2:50 PM, Daniel Moore <Daniel.Moore at osbornewood.com>
wrote:

> Hello,
>
>
>
> I thought I had found the answer this a long time ago but I cannot seem to
> locate it now.
>
>
>
> We have several queues set up and when a user updates something on their
> ticket (priority, reply, etc) The ticket will automatically bounce out of
> whatever queue it is in into another queue. For most it?s our default queue
> that all tickets go into.
>
>
>
> How do I keep tickets from changing queues when the user updates the
> ticket?
>

What do your scrips look like?

There is a default scrip that changes the status (not the queue) of a
ticket when a ticket gets updated.

-m
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From Daniel.Moore at osbornewood.com  Wed Oct  7 16:53:25 2015
From: Daniel.Moore at osbornewood.com (Daniel Moore)
Date: Wed, 7 Oct 2015 20:53:25 +0000
Subject: [rt-users] Ticket Changes Queue when updated
In-Reply-To: <CAOLfK3U9tQUVbFUAGSA_MjYTDwRZBprtXz4tsFtTRZhLF5MSRw@mail.gmail.com>
References: <54B02CD784365C4DAF3841D1FDC76328558E63FC@EXCHANGE.osborne.local>
 <CAOLfK3U9tQUVbFUAGSA_MjYTDwRZBprtXz4tsFtTRZhLF5MSRw@mail.gmail.com>
Message-ID: <54B02CD784365C4DAF3841D1FDC76328558E65BA@EXCHANGE.osborne.local>

I hope this attaches.

Here is what I got. This is the only thing we have that automatically changes status based on a reply.

[cid:image001.png at 01D10120.AEF79F20]

V/R,

Daniel Moore
IT Systems Technician
Osborne Wood Products, Inc.
[http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg]
P: 706.282.5764
F: 888.777.4304
http://www.osbornewood.com

From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu]
Sent: Wednesday, October 07, 2015 4:24 PM
To: Daniel Moore
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Ticket Changes Queue when updated



On Wed, Oct 7, 2015 at 2:50 PM, Daniel Moore <Daniel.Moore at osbornewood.com<mailto:Daniel.Moore at osbornewood.com>> wrote:
Hello,

I thought I had found the answer this a long time ago but I cannot seem to locate it now.

We have several queues set up and when a user updates something on their ticket (priority, reply, etc) The ticket will automatically bounce out of whatever queue it is in into another queue. For most it?s our default queue that all tickets go into.

How do I keep tickets from changing queues when the user updates the ticket?

What do your scrips look like?

There is a default scrip that changes the status (not the queue) of a ticket when a ticket gets updated.

-m
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From ktm at rice.edu  Wed Oct  7 17:23:02 2015
From: ktm at rice.edu (ktm at rice.edu)
Date: Wed, 7 Oct 2015 16:23:02 -0500
Subject: [rt-users] Help! I enabled Full Text search and now Simple
 search won't look at Subjects !!
In-Reply-To: <821ADA62-B4BA-42EE-A075-66C6DB9925FC@gmail.com>
References: <821ADA62-B4BA-42EE-A075-66C6DB9925FC@gmail.com>
Message-ID: <20151007212302.GA21291@aart.rice.edu>

On Wed, Oct 07, 2015 at 02:51:16PM -0400, Al Joslin wrote:
> I am running 4.2.11
> 
> I have install mariadb 10.0 
> 
> I have enabled native mySQL full text search
> 
> It works fine - EXCEPT: it seems that I can have Full Text -or- Subject from the Simple Search box, but not both?
> 
> If I disable the full text from the RT_Site_config then the simple search box searches subjects but not attachments
> 
> If I enable the full text from the RT_Site_config then the simple search box searches attachments but not subjects
> 
> I don?t know how to proceed, this is not going to go over well?
> 
> I also have a custom field my users insisted on that will carry text ? can I index and search more than one table (attachments) ?
> 
> thanks
> al;
> 

Hi Al,

It looks like you should be able to change the following function in
lib/RT/Search/Simple.pm:

# $_[0] is $self
# $_[1] is escaped value without surrounding single quotes
# $_[2] is a boolean of "was quoted by the user?"
#       ensure this is false before you do smart matching like $_[1] eq "me"
# $_[3] is escaped subkey, if any (see HandleCf)
sub HandleDefault   {
    my $fts = RT->Config->Get('FullTextSearch');
    if ($fts->{Enable} and $fts->{Indexed}) {
        return default => "Content LIKE '$_[1]'";
    } else {
        return default => "Subject LIKE '$_[1]'";
    }
}

to something like the following (untested):

sub HandleDefault   {
    my $fts = RT->Config->Get('FullTextSearch');
    if ($fts->{Enable} and $fts->{Indexed}) {
        return default => "Subject LIKE '$_[1]' OR Content LIKE '$_[1]'";
    } else {
        return default => "Subject LIKE '$_[1]'";
    }
}

Regards,
Ken


From Dion.Gullotta at faredge.com.au  Thu Oct  8 01:18:21 2015
From: Dion.Gullotta at faredge.com.au (Dion Gullotta)
Date: Thu, 8 Oct 2015 16:18:21 +1100
Subject: [rt-users] Need help with custom field to trigger approvals (RT
	4.2)
In-Reply-To: <CCD0821AE781994EB8BAB510676B5EF5028D214F4773@ZEUS.faredge.local>
References: <CCD0821AE781994EB8BAB510676B5EF5028D214F4773@ZEUS.faredge.local>
Message-ID: <CCD0821AE781994EB8BAB510676B5EF5028D214F47CD@ZEUS.faredge.local>

Managed to get it working, here's my terrible code (this goes in the custom condition box, all others empty):

my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Needs Approval";
my $cf_value = "Flag";

return 0 unless $self->TicketObj->FirstCustomFieldValue('65') eq 'Yes';
$cf_obj->LoadByName( Name => $cf_name );
$ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0 );
return 1;

This will delete the value of the Needs Approval custom field (The 'flag') from Yes to blank, which works well for my needs.

With this in place it triggers one approval request every time someone sets the "Needs Approval" dropdown box to "Yes".

Cheers,

Dion

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dion Gullotta
Sent: Wednesday, 7 October 2015 3:53 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Need help with custom field to trigger approvals (RT 4.2)

Hi all,

I would like to trigger an approval request with a custom field value.

We have set up approvals normally which work great,  but we wanted to be able to set a custom field value to trigger the creation instead.

We have a custom field called "Needs Approval" and we have a scrip with the custom condition:


my $Ticket = $self->TicketObj;

return 0 unless $self->TicketObj->FirstCustomFieldValue('65') eq 'Yes';
         return 1;


Prep code and Commit code are blank.  Action is "Create tickets" and Template "Create Approval Request" as normal.

This all works fine initially but because the "Needs Approval" field remains set to "Yes" then every time the ticket is touched another approval gets created. So I am trying to unset "Needs Approval" from "Yes" to "No" after it's been triggered.

I have tried this in the Commit code (prep code blank):


$cf->LoadByName( Name => 'Needs Approval' );

$self->TicketObj->AddCustomFieldValue( Field => '$cf', Value => 'No' );


But it doesn't seem to work.

Any advice or help appreciated as always.

Thank you.

Dion Gullotta
Far Edge Technology

p. 02 84251400
http://www.faredge.com.au


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From chrislist at de-punkt.de  Thu Oct  8 02:40:37 2015
From: chrislist at de-punkt.de (Christopher Kunz)
Date: Thu, 8 Oct 2015 08:40:37 +0200
Subject: [rt-users] GnuPG key management issues
Message-ID: <56160FE5.9050407@de-punkt.de>

Hello all,

we are using the RT::Crypt::GnuPG module and have run into an issue that
I'm afraid we cannot solve.

Recently, some german mail providers, most notably GMX (one of the
biggest free webmail providers in Europe) have enabled end-to-end
encryption for their users. This is implemented using OpenPGP keys and a
browser plug-in (modified version of Mailvelope).

However, GMX does not publish the generated keys to a keyserver.
Instead, users can send a so-called "invitation to encrypted
communication" which is essentially an auto-generated mail that has the
public key attached in an .asc attachment. [I am told by some customers
that this is the way some commercial mail servers/appliances seem to
handle key management, too.]

This is where the problems start. With our current setup (and a local
keyring on the RT server), RT will try handling the .asc attachment as
encrypted data (which it isn't), fail and not handle the rest of the
ticket. The requestor will receive a mail saying RT found invalid PGP
data in their request.

To remedy this (and add the key to RT's keyring), we currently have to
manually extract the pubkey, scp it to the RT, add the key to the
keyring and then re-set permissions (since gpg seems to modify ownership
to the user who last modified a keyring file) to the web server. This is
clumsy, error-prone and a security issue (since ssh access to our RT box
is restricted with good reason).

Also, it's unfortunately not possible to make GMX or our other customers
with similar behavior change their mail format - this is clearly out of
scope.

We are  using RT 4.0.8. Is there any configuration setting that I might
have missed, or any other possibility to get RT to automatically import
keys that come into the system as a .asc attachment? I am aware of the
security implications of this (and, in fact, have set the trust settings
to "always", as authentication of user requests is always performed
separately).

Best regards,

--ck


From chrislist at de-punkt.de  Thu Oct  8 02:53:52 2015
From: chrislist at de-punkt.de (Christopher Kunz)
Date: Thu, 8 Oct 2015 08:53:52 +0200
Subject: [rt-users] GnuPG key management issues
In-Reply-To: <56160FE5.9050407@de-punkt.de>
References: <56160FE5.9050407@de-punkt.de>
Message-ID: <56161300.2040005@de-punkt.de>


> We are  using RT 4.0.8. Is there any configuration setting that I might

I'm sorry, it's actually RT 4.2.8.

Regards,

--ck


From maik.nergert at uni-hamburg.de  Thu Oct  8 07:44:35 2015
From: maik.nergert at uni-hamburg.de (Maik Nergert)
Date: Thu, 8 Oct 2015 13:44:35 +0200
Subject: [rt-users] Migration from MySQL to PostreSQL - corrupt
 characters (german umlaut)
In-Reply-To: <560B873D.4070201@uni-hamburg.de>
References: <55FAAE2B.7030205@uni-hamburg.de>
 <55FC4490.3000806@bestpractical.com> <55FFB7AB.6090202@uni-hamburg.de>
 <560012B4.2060801@uni-hamburg.de>
 <5977889A-9FE6-4238-911D-DB6E20A6C90A@gmail.com>
 <CAAc0T2yKRPs-uRHNGHt1UNOFhcT+UJVQVP5Kr0K23nbob7QGiw@mail.gmail.com>
 <560B873D.4070201@uni-hamburg.de>
Message-ID: <56165723.6060608@uni-hamburg.de>

I found an older post on the PostgreSQL mailinglist with same problems 
http://www.postgresql.org/message-id/D960CB61B694CF459DCFB4B0128514C207BB6119 at exadv11.host.magwien.gv.at


And I was able to fix the issue by dumping and re-importing the db!


# Create empty PG-DB
rt-setup-database --action create,schema,acl --dba rt_user 
--dba-password DBPASS

# Run importer
rt-importer PATH

# Run Update-Pg-Sequences Script 
(http://requesttracker.wikia.com/wiki/MigrateMysql2PostgresqlV4#Import_your_RT_database)

# Dump DB as latin1
pg_dump -E LATIN1 rt4 > rt4latin.sql

# Replace client_encoding
sed -i 's/LATIN1/UTF8/' rt4latin.sql

# Recreate empty DB
rt-setup-database --action drop --dba rt_user --dba-password DBPASS
rt-setup-database --action create,schema,acl --dba rt_user 
--dba-password DBPASS

# Import DB
psql rt4 < rt4latin.sql

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From Greg_Hummer at sra.com  Thu Oct  8 10:03:07 2015
From: Greg_Hummer at sra.com (Hummer, Greg)
Date: Thu, 8 Oct 2015 14:03:07 +0000
Subject: [rt-users] Ticket Links missing post upgrade/conversion to Oracle
	4.2.11.
Message-ID: <CB66DFBFF9CAE1488E6F41C5592EDA5B2550CE99@SRAexMBX03.sra.com>

Good Morning,

After upgrading and converting request tracker from MySQL 4.0.6 to Oracle 4.2.11, users noticed that the linked tickets were no longer visible.

There are bullet points for each linked ticket in the ?Links? pane and the ?Link ticket? tab, however the ticket text, number, and hyperlink are not visible.

Interestingly enough, if you go into the ?Link ticket? tab and use chrome's Inspect Element feature on the ?check to delete box? for the blank linked ticket lines, you can see where the element lists the ticket that should be linked (example: input type=?checkbox? class=?checkbox? id=?DeleteLink ?RefersTo-fsck.com-rt://example.come/ticket/110566? name=DeleteLink?RefersTo-fsck.com-rt://example.com/ticket/110556? value=?1?>).

Has anyone else experienced a similar issue and found a way to make the text/link re-appear? It is obvious that the data still exists.

Note: For our conversion, we used rt-validator, rt-serializer, and rt-importer. New links, created after the upgrade/conversion, do appear and function as expected.

Thank you for your time and support.

Greg


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From vangoor.bharath at gmail.com  Thu Oct  8 10:21:56 2015
From: vangoor.bharath at gmail.com (bharath reddy)
Date: Thu, 8 Oct 2015 10:21:56 -0400
Subject: [rt-users] Regarding Apache server failure
In-Reply-To: <CAOLfK3UXTdqqg1=mpVP0vEFR-2Tvm-1kZt-2sZpyiXDZSE+dag@mail.gmail.com>
References: <CAMe2YjEPK=mo+Sitwk_TWK_f04GkDJ55t2uASfW7NxervZjyKA@mail.gmail.com>
 <CAOLfK3UXTdqqg1=mpVP0vEFR-2Tvm-1kZt-2sZpyiXDZSE+dag@mail.gmail.com>
Message-ID: <CAMe2YjHnQ8QOD_=38rkaM9nZ+gMkzr5wmLs0tBJJXO+Cc4SLog@mail.gmail.com>

Hi Matt,

Thanks for replying back, here are the details :

Distro :
root at devrt:~# cat /etc/os-release
NAME="Ubuntu"
VERSION="12.04.3 LTS, Precise Pangolin"
ID=ubuntu
ID_LIKE=debian
PRETTY_NAME="Ubuntu precise (12.04.3 LTS)"
VERSION_ID="12.04"

cd /var/log
ls -lrt (I'm showing only latest)
-rw-r----- 1 syslog    adm      124 Oct  8 09:58 kern.log
-rw-r----- 1 root      adm      529 Oct  8 09:58 apport.log
-rw-r----- 1 syslog    adm     3086 Oct  8 10:00 syslog
-rw-r----- 1 syslog    adm   113879 Oct  8 10:00 auth.log

root at devrt:/var/log# cat kern.log
Oct  8 09:58:10 devrt kernel: [3001033.121438] /usr/sbin/apach[5529]:
segfault at b54d9f80 ip b54d9f80 sp bfc702dc error 14

root at devrt:/var/log# cat apport.log
ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: called for pid 5529,
signal 11
ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: executable:
/usr/lib/apache2/mpm-prefork/apache2 (command line "/usr/sbin/apache2 -k
start")
ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: is_closing_session(): no
DBUS_SESSION_BUS_ADDRESS in environment
ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: apport: report
/var/crash/_usr_lib_apache2_mpm-prefork_apache2.0.crash already exists and
unseen, doing nothing to avoid disk usage DoS

root at devrt:/var/log# cat syslog
Oct  8 09:58:10 devrt kernel: [3001033.121438] /usr/sbin/apach[5529]:
segfault at b54d9f80 ip b54d9f80 sp bfc702dc error 14
Oct  8 10:00:01 devrt CRON[5582]: (smmsp) CMD (test -x /etc/init.d/sendmail
&& /usr/share/sendmail/sendmail cron-msp)

cd /var/log/apache2
ls -lrt

last updated file under this directory is on oct 6th
rw-r--r-- 1 root root      0 Oct  6 15:33 error.log

Is there any way I can enable more debug messages through apache ?

Thanks,
Bharath.





















On Tue, Oct 6, 2015 at 4:16 PM, Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:

> On Tue, Oct 6, 2015 at 3:09 PM, bharath reddy <vangoor.bharath at gmail.com>
> wrote:
> > Dear All,
> >
> > I'm trying to configure RT to communicate with my LDAP, for which I
> followed
> > this link : https://metacpan.org/pod/RT::Authen::ExternalAuth . After
> making
> > the required changes, when I restarted my apache server it is failing
> with
> > following error :
> >
> > root at devrt:/rt/etc# /etc/init.d/apache2 start
> >  * Starting web server apache2
> > Segmentation fault (core dumped)
> > Action 'start' failed.
> > The Apache error log may have more information.
> >    ...fail!
> >
> > There is no important messages in log files:
> >
> > root at devrt:/rt/etc# cat /var/log/apache2/error.log
> > [Tue Oct 06 15:13:41 2015] [info] Init: Seeding PRNG with 648 bytes of
> > entropy
> > [Tue Oct 06 15:13:41 2015] [info] Loading certificate & private key of
> > SSL-aware server
> > [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_pphrase.c(470): unencrypted
> > RSA private key - pass phrase not required
> > [Tue Oct 06 15:13:41 2015] [info] Init: Initializing (virtual) servers
> for
> > SSL
> > [Tue Oct 06 15:13:41 2015] [info] Configuring server for SSL protocol
> > [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(367): Creating new
> SSL
> > context (protocols: TLSv1, TLSv1.1, TLSv1.2)
> > [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(541): Configuring
> > client authentication
> > [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(1218): CA
> certificate:
> > /C=SE/O=AddTrust AB/OU=AddTrust External TTP Network/CN=AddTrust
> External CA
> > Root
> > [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(1218): CA
> certificate:
> > /C=US/O=Internet2/OU=InCommon/CN=InCommon Server CA
> > [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(608): Configuring
> > permitted SSL ciphers [!aNULL:!eNULL:!EXP:HIGH:MEDIUM:!ADH:!MD5]
> > [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(316): Configuring
> TLS
> > extension handling
> > [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(739): Configuring
> RSA
> > server certificate
> > [Tue Oct 06 15:13:41 2015] [debug] ssl_engine_init.c(785): Configuring
> RSA
> > server private key
> > [Tue Oct 06 15:13:41 2015] [info] mod_ssl/2.2.22 compiled against Server:
> > Apache/2.2.22, Library: OpenSSL/1.0.1
>
> What distro are you using?
>
> To see the most recently written to log files, try:
>
> cd /var/log
> ls -lrt
>
> and
>
> cd /var/log/apache2
> ls -lrt
>
> -m
>
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From mzagrabe at d.umn.edu  Thu Oct  8 10:54:39 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 8 Oct 2015 09:54:39 -0500
Subject: [rt-users] Regarding Apache server failure
In-Reply-To: <CAMe2YjHnQ8QOD_=38rkaM9nZ+gMkzr5wmLs0tBJJXO+Cc4SLog@mail.gmail.com>
References: <CAMe2YjEPK=mo+Sitwk_TWK_f04GkDJ55t2uASfW7NxervZjyKA@mail.gmail.com>
 <CAOLfK3UXTdqqg1=mpVP0vEFR-2Tvm-1kZt-2sZpyiXDZSE+dag@mail.gmail.com>
 <CAMe2YjHnQ8QOD_=38rkaM9nZ+gMkzr5wmLs0tBJJXO+Cc4SLog@mail.gmail.com>
Message-ID: <CAOLfK3WEkErpkYJezBoUExx_SWZxfUFK1LFgLZhkfSqzM1kj_g@mail.gmail.com>

On Thu, Oct 8, 2015 at 9:21 AM, bharath reddy <vangoor.bharath at gmail.com> wrote:
> Hi Matt,
>
> Thanks for replying back, here are the details :
>
> Distro :
> root at devrt:~# cat /etc/os-release
> NAME="Ubuntu"
> VERSION="12.04.3 LTS, Precise Pangolin"
> ID=ubuntu
> ID_LIKE=debian
> PRETTY_NAME="Ubuntu precise (12.04.3 LTS)"
> VERSION_ID="12.04"
>
> cd /var/log
> ls -lrt (I'm showing only latest)
> -rw-r----- 1 syslog    adm      124 Oct  8 09:58 kern.log
> -rw-r----- 1 root      adm      529 Oct  8 09:58 apport.log
> -rw-r----- 1 syslog    adm     3086 Oct  8 10:00 syslog
> -rw-r----- 1 syslog    adm   113879 Oct  8 10:00 auth.log
>
> root at devrt:/var/log# cat kern.log
> Oct  8 09:58:10 devrt kernel: [3001033.121438] /usr/sbin/apach[5529]:
> segfault at b54d9f80 ip b54d9f80 sp bfc702dc error 14
>
> root at devrt:/var/log# cat apport.log
> ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: called for pid 5529,
> signal 11
> ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: executable:
> /usr/lib/apache2/mpm-prefork/apache2 (command line "/usr/sbin/apache2 -k
> start")
> ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: is_closing_session(): no
> DBUS_SESSION_BUS_ADDRESS in environment
> ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: apport: report
> /var/crash/_usr_lib_apache2_mpm-prefork_apache2.0.crash already exists and
> unseen, doing nothing to avoid disk usage DoS
>
> root at devrt:/var/log# cat syslog
> Oct  8 09:58:10 devrt kernel: [3001033.121438] /usr/sbin/apach[5529]:
> segfault at b54d9f80 ip b54d9f80 sp bfc702dc error 14
> Oct  8 10:00:01 devrt CRON[5582]: (smmsp) CMD (test -x /etc/init.d/sendmail
> && /usr/share/sendmail/sendmail cron-msp)

Apache is segfaulting. Perhaps you have some bad RAM or other hardware issues.

You could try to set up another system with the same configs as this one.

> cd /var/log/apache2
> ls -lrt
>
> last updated file under this directory is on oct 6th
> rw-r--r-- 1 root root      0 Oct  6 15:33 error.log
>
> Is there any way I can enable more debug messages through apache ?

Not sure. Try google. :)

-m


From vangoor.bharath at gmail.com  Thu Oct  8 11:48:54 2015
From: vangoor.bharath at gmail.com (bharath reddy)
Date: Thu, 8 Oct 2015 11:48:54 -0400
Subject: [rt-users] Regarding Apache server failure
In-Reply-To: <CAOLfK3WEkErpkYJezBoUExx_SWZxfUFK1LFgLZhkfSqzM1kj_g@mail.gmail.com>
References: <CAMe2YjEPK=mo+Sitwk_TWK_f04GkDJ55t2uASfW7NxervZjyKA@mail.gmail.com>
 <CAOLfK3UXTdqqg1=mpVP0vEFR-2Tvm-1kZt-2sZpyiXDZSE+dag@mail.gmail.com>
 <CAMe2YjHnQ8QOD_=38rkaM9nZ+gMkzr5wmLs0tBJJXO+Cc4SLog@mail.gmail.com>
 <CAOLfK3WEkErpkYJezBoUExx_SWZxfUFK1LFgLZhkfSqzM1kj_g@mail.gmail.com>
Message-ID: <CAMe2YjGLYA8bp6mZTF0R1QogGUf3csOje0HemVojEu2eQY5Qvg@mail.gmail.com>

Matt,

I don't think it is a problem with RAM or any hardware, because when I
revert my changes in RT_SiteConfig.pm (with out LDAPAuthentication) apache
starts with out any error.

Thanks,
Bharath.

On Thu, Oct 8, 2015 at 10:54 AM, Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:

> On Thu, Oct 8, 2015 at 9:21 AM, bharath reddy <vangoor.bharath at gmail.com>
> wrote:
> > Hi Matt,
> >
> > Thanks for replying back, here are the details :
> >
> > Distro :
> > root at devrt:~# cat /etc/os-release
> > NAME="Ubuntu"
> > VERSION="12.04.3 LTS, Precise Pangolin"
> > ID=ubuntu
> > ID_LIKE=debian
> > PRETTY_NAME="Ubuntu precise (12.04.3 LTS)"
> > VERSION_ID="12.04"
> >
> > cd /var/log
> > ls -lrt (I'm showing only latest)
> > -rw-r----- 1 syslog    adm      124 Oct  8 09:58 kern.log
> > -rw-r----- 1 root      adm      529 Oct  8 09:58 apport.log
> > -rw-r----- 1 syslog    adm     3086 Oct  8 10:00 syslog
> > -rw-r----- 1 syslog    adm   113879 Oct  8 10:00 auth.log
> >
> > root at devrt:/var/log# cat kern.log
> > Oct  8 09:58:10 devrt kernel: [3001033.121438] /usr/sbin/apach[5529]:
> > segfault at b54d9f80 ip b54d9f80 sp bfc702dc error 14
> >
> > root at devrt:/var/log# cat apport.log
> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: called for pid 5529,
> > signal 11
> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: executable:
> > /usr/lib/apache2/mpm-prefork/apache2 (command line "/usr/sbin/apache2 -k
> > start")
> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: is_closing_session():
> no
> > DBUS_SESSION_BUS_ADDRESS in environment
> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: apport: report
> > /var/crash/_usr_lib_apache2_mpm-prefork_apache2.0.crash already exists
> and
> > unseen, doing nothing to avoid disk usage DoS
> >
> > root at devrt:/var/log# cat syslog
> > Oct  8 09:58:10 devrt kernel: [3001033.121438] /usr/sbin/apach[5529]:
> > segfault at b54d9f80 ip b54d9f80 sp bfc702dc error 14
> > Oct  8 10:00:01 devrt CRON[5582]: (smmsp) CMD (test -x
> /etc/init.d/sendmail
> > && /usr/share/sendmail/sendmail cron-msp)
>
> Apache is segfaulting. Perhaps you have some bad RAM or other hardware
> issues.
>
> You could try to set up another system with the same configs as this one.
>
> > cd /var/log/apache2
> > ls -lrt
> >
> > last updated file under this directory is on oct 6th
> > rw-r--r-- 1 root root      0 Oct  6 15:33 error.log
> >
> > Is there any way I can enable more debug messages through apache ?
>
> Not sure. Try google. :)
>
> -m
>
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From alex at chmrr.net  Fri Oct  9 02:09:20 2015
From: alex at chmrr.net (Alex Vandiver)
Date: Fri, 9 Oct 2015 02:09:20 -0400
Subject: [rt-users] Help! I enabled Full Text search and now Simple
 search won't look at Subjects !!
In-Reply-To: <20151007212302.GA21291@aart.rice.edu>
References: <821ADA62-B4BA-42EE-A075-66C6DB9925FC@gmail.com>
 <20151007212302.GA21291@aart.rice.edu>
Message-ID: <20151009060920.GF44649@chmrr.net>

On Wed, Oct 07, 2015 at 04:23:02PM -0500, ktm at rice.edu wrote:
> It looks like you should be able to change the following function in
> lib/RT/Search/Simple.pm: [snip]

RT 4.2.10 made the change to only search the Content field, and not
also the Subject field, intentionally; see the commit the did so [1]
for the full rationale.

In short, it is impossible to have a performant full-text search if
you search both Subject and Content.  In most RT installs, the
auto-reply from the ticket creation includes the subject of the
ticket, which means it is indexed along with the ticket, so removing
the Subject clause still results in finding the appropriate ticket.

You're welcome to revert the change locally -- though I would suggest
doing so via an overlay and not by editing the file directly, or your
change will be lost when you next upgrade.  If you do make the change,
I expect you'll find the simple search to be noticeably (and perhaps
unusably) slower.
 - Alex



[1] https://github.com/bestpractical/rt/commit/8450f0a9f233d6a761ac22dbdf14926abc54d7fa


From maik.nergert at uni-hamburg.de  Fri Oct  9 02:12:47 2015
From: maik.nergert at uni-hamburg.de (Maik Nergert)
Date: Fri, 9 Oct 2015 08:12:47 +0200
Subject: [rt-users] Ticket Links missing post upgrade/conversion to
 Oracle 4.2.11.
In-Reply-To: <CB66DFBFF9CAE1488E6F41C5592EDA5B2550CE99@SRAexMBX03.sra.com>
References: <CB66DFBFF9CAE1488E6F41C5592EDA5B2550CE99@SRAexMBX03.sra.com>
Message-ID: <56175ADF.7010304@uni-hamburg.de>

Hey Greg,

please check if your $Organization variable is set in RT_SiteConfig.pm
It must fit to the values of field "base" and "target" in table "links"

If your code snipped is correct then
Set( $Organization, 'example.com' );


best
Maik

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From alex at chmrr.net  Fri Oct  9 02:40:08 2015
From: alex at chmrr.net (Alex Vandiver)
Date: Fri, 9 Oct 2015 02:40:08 -0400
Subject: [rt-users] GnuPG key management issues
In-Reply-To: <56160FE5.9050407@de-punkt.de>
References: <56160FE5.9050407@de-punkt.de>
Message-ID: <20151009064008.GG44649@chmrr.net>

On Thu, Oct 08, 2015 at 08:40:37AM +0200, Christopher Kunz wrote:
> we are using the RT::Crypt::GnuPG module and have run into an issue that
> I'm afraid we cannot solve.
> [snip]
> This is where the problems start. With our current setup (and a local
> keyring on the RT server), RT will try handling the .asc attachment as
> encrypted data (which it isn't), fail and not handle the rest of the
> ticket.

I believe the 4.2/skip-asc-keys branch[1] addresses this particular
issue, of interpreting .asc as encrypted data.  I'm sure that BPS
would appreciate the feedback if it resolves the issue for you.

> We are using RT 4.2.8. Is there any configuration setting that I might
> have missed, or any other possibility to get RT to automatically import
> keys that come into the system as a .asc attachment? I am aware of the
> security implications of this (and, in fact, have set the trust settings
> to "always", as authentication of user requests is always performed
> separately).

The security implications of such a flag almost certainly preclude its
inclusion in core RT -- though you understand the security
implications, many sites might not, and might enable it regardless of
any warnings placed on it.  Operating in such configurations is far
worse than operating without GPG at all.

If you wish to implement this yourself, there are a couple options for
where to implement the behavior.  The first two of them will require
that the web user have write access to the keyring.

  1. Implement it as a mail plugin, run before RT::Crypt::GnuPG.  This
     will allow it to import the key before the decryption happens.
     Mail plugins in 4.2 are cumbersome, but an ApplyBeforeDecode
     plugin that is in @MailPlugins before Auth::Crypt should work fine.

     I would suggest using RT::Extension::FutureMailgate[2] backport
     of the 4.4/mailgate-refactor branch[3] to make writing the mail
     plugin entirely more friendly, but I just checked, and it looks
     like that backport doesn't include the Crypt changes from the
     branch[3], so running that may be unhelpful.

  2. Write a scrip to parse out the keys after the mail comes in.
     This means that if the original mail is signed by the key it
     includes, the key will be added after it has been examined, so it
     will be marked as unverified.

  3. Pre-process the keys in the mail gateway, or before.  If the mail
     has a standard format, you can potentially do all of the work by
     having procmail or similar match the message and pipe it to a
     custom program that extracts and adds the key.  This removes RT
     from the loop entirely.

If this is central to your workflow, you may wish to consider
contacting sales at bestpractical.com to see if they can help you
implement one of the above solutions.
 - Alex

[1] https://github.com/bestpractical/rt/compare/4.2-trunk...4.2/skip-asc-keys
[2] https://github.com/bestpractical/rt-extension-futuremailgate
[3] https://github.com/bestpractical/rt/compare/master...4.4/gateway-refactor


From chrislist at de-punkt.de  Fri Oct  9 05:34:21 2015
From: chrislist at de-punkt.de (Christopher Kunz)
Date: Fri, 9 Oct 2015 11:34:21 +0200
Subject: [rt-users] GnuPG key management issues
In-Reply-To: <20151009064008.GG44649@chmrr.net>
References: <56160FE5.9050407@de-punkt.de> <20151009064008.GG44649@chmrr.net>
Message-ID: <56178A1D.8050304@de-punkt.de>

Hi,

> I believe the 4.2/skip-asc-keys branch[1] addresses this particular
> issue, of interpreting .asc as encrypted data.  I'm sure that BPS
> would appreciate the feedback if it resolves the issue for you.

Thanks for the pointer! I think it does solve the painful part of the
issue, indeed. I manually patched our 4.2.8 installation and now the
.asc attachments still cause a warning in the log, but no other
undesired effects.

> The security implications of such a flag almost certainly preclude its
> inclusion in core RT -- though you understand the security
> implications, many sites might not, and might enable it regardless of
> any warnings placed on it.  Operating in such configurations is far
> worse than operating without GPG at all.

I agree. I'd like to point out, though, that a veiled hint at the
"always trust" option is already in the doc for RT::Crypt::GnuPG. Quote:
"Encrypting to untrusted keys

Due to limitations of GnuPG, it's impossible to encrypt to an untrusted
key, unless 'always trust' mode is enabled."

Maybe there should be a notice after that sentence to the effect of
"this is in most cases a very bad idea".

> If you wish to implement this yourself, there are a couple options for
> where to implement the behavior.  The first two of them will require
> that the web user have write access to the keyring.
> 
I'm not a Perl guy, so developing our own solution is not in scope at
the moment. In addition, I really don't think it does solve the actual
issue, which is that GMX is spewing out potentially hundreds of
thousands of unverifiable OpenPGP keys. It would be FAR better if they
(semi-automatically) uploaded them to a keyserver and maybe added some
trust level via their own management keys. After all, the owners of
gmx.net can certify that a key belongs to randommember at gmx.net and
therefore authenticate that relation. Anyway, I'm sure since there
actually are a lot of very smart people working there, they will roll
out some of that eventually.

> If this is central to your workflow, you may wish to consider
> contacting sales at bestpractical.com to see if they can help you
> implement one of the above solutions.

I might just do that, after asking my customer if he'll pay for it.
First, however, I will try to educate them on the advantages of using
keyservers.

Thanks for your help, my biggest pain is solved! :)

Best regards,

--ck



From polimarco at gmail.com  Sat Oct 10 15:01:09 2015
From: polimarco at gmail.com (Marco Poli)
Date: Sat, 10 Oct 2015 16:01:09 -0300
Subject: [rt-users] Issue with /Elements/Header CallbackName => 'Head'
 rendering before squished js that loads jQuery
Message-ID: <CALVpwaasEj-W+WanD7iaM6SOfR2USApUm+aN6TSAM_7exBR5rg@mail.gmail.com>

I am trying to get RT::Extensions::Hotkeys working and I am facing several

ReferenceError: jQuery is not defined

Errors in my Javascript console.

I suspect the errors come from the fact that jQuery is being loaded in the
squished JS file and the file is loaded after the Callback that has a first
jquery call in that plugin, like this:

<!-- Site CSS from theme editor --><style type="text/css" media="all"
id="sitecss"></style><LINK REL="StyleSheet"
HREF="/Reports/Activity/style.css
<view-source:https://tracker.poli.io/Reports/Activity/style.css>"
TYPE="text/css" MEDIA="screen"><script type="text/javascript">jQuery(
function() {    hotkeys.help = function () {        var string =
'RT::Extension::Hotkeys version 0.01\n\n' +            '===== /Search/
=====\n\na -> advanced\nc -> chart\ne -> edit\nf -> rss\ni -> ical\nr
-> bulk\ns -> advanced\nu -> bulk\nx -> excel\n\n===== global
=====\n\ng ->\n  a -> approvals\n  c ->\n    c -> admin\n    g ->
admin global\n  d -> dashboards\n  h -> home\n  l -> logout\n  n ->
create ticket in default queue\n  p ->\n    h -> customize hotkeys\n
 p -> customize options\n  r -> reload\n  s -> search builder\n  t ->
goto ticket\n  u ->\n    d -> my day\n    m -> my reminders\n    o ->
offline\n    u -> tools\nshift+/ -> help\nv -> version\n\n=====
/Ticket/ =====\n\na ->\n  c -> comment\n  e -> forward\n  f ->
forward\n  j -> reject\n  l -> resolve\n  o -> open\n  r -> reply\n  s
-> stall\n  shift+c -> comment based on the last message\n  shift+f ->
forward the last message\n  shift+r -> reply based on the last
message\n  t -> open\nb -> toggle bookmark\nd -> display\nh ->
history\nm ->\n  a -> modify all\n  b -> modify basics\n  d -> modify
dates\n  l -> modify links\n  p -> modify people\nr -> reminders\n\n';
       hotkeys.show(string);    };    hotkeys.version = function () {
      var string = 'RT::Extension::Hotkeys version 0.01\n';
hotkeys.show(string);    };    hotkeys.bind( {'v': function() {
hotkeys.version() },'g': {'u': {'u': function() {
hotkeys.openLink("/Tools") },'d': function() {
hotkeys.openLink("/Tools/MyDay.html") },'m': function() {
hotkeys.openLink("/Tools/MyReminders") },'o': function() {
hotkeys.openLink("/Tools/Offline.html") }},'c': {'c': function() {
hotkeys.openLink("/Admin/") },'g': function() {
hotkeys.openLink("/Admin/Global.html") }},'t': function() {
hotkeys.ticket() },'p': {'h': function() {
hotkeys.openLink("/Prefs/Hotkeys.html") },'p': function() {
hotkeys.openLink("/Prefs/Other.html") }},'n': function() {
hotkeys.submit('#CreateTicketInQueue') },'a': function() {
hotkeys.openLink("/Approvals") },'l': function() {
hotkeys.openLink("/NoAuth/Logout.html") },'h': function() {
hotkeys.openLink("/") },'d': function() {
hotkeys.openLink("/Dashboards/index.html") },'r': function() {
location.reload() },'s': function() {
hotkeys.openLink('/Search/Build.html') }},'shift+/': function() {
hotkeys.help() }} );});</script><script type="text/javascript"
src="/NoAuth/js/squished-df31249edb647af0d681ec8ca6d9fd40.js
<view-source:https://tracker.poli.io/NoAuth/js/squished-df31249edb647af0d681ec8ca6d9fd40.js>"></script><script
type="text/javascript"><!--jQuery( loadTitleBoxStates );--></script>


I tried to find some other Callback that would be loaded after the squish,
but even Javascript->Data gets loaded before it.


Is that something particular to my installation? If not, how can I make
jquery load before the Header Callback?

Thanks!
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From Greg_Hummer at sra.com  Tue Oct 13 10:23:24 2015
From: Greg_Hummer at sra.com (Hummer, Greg)
Date: Tue, 13 Oct 2015 14:23:24 +0000
Subject: [rt-users] Ticket Links missing post upgrade/conversion to
 Oracle 4.2.11.
In-Reply-To: <56175ADF.7010304@uni-hamburg.de>
References: <CB66DFBFF9CAE1488E6F41C5592EDA5B2550CE99@SRAexMBX03.sra.com>,
 <56175ADF.7010304@uni-hamburg.de>
Message-ID: <CB66DFBFF9CAE1488E6F41C5592EDA5B2550F196@SRAexMBX03.sra.com>

Good morning, Maik.

My technical team checked our production RT and found the $organization variable. It appeared to be correct, however, they were unsure what you meant when you said (It must fit to the values of field "base" and "target" in table "links").

Can you provide more directions on what you meant? The more specific you can be, the better it would be for my non-Request Tracker DBA's.

Some additional information: we have a stage server that is currently running the same version of request tracker (4.2.11 Oracle). It is a copy of our production database from a few months ago. It is showing the ticket links and has the same $Organization variable as the production account.

Thanks for the help!
Greg

________________________________________
From: rt-users [rt-users-bounces at lists.bestpractical.com] on behalf of Maik Nergert [maik.nergert at uni-hamburg.de]
Sent: Friday, October 09, 2015 2:12 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Ticket Links missing post upgrade/conversion to Oracle 4.2.11.

Hey Greg,

please check if your $Organization variable is set in RT_SiteConfig.pm
It must fit to the values of field "base" and "target" in table "links"

If your code snipped is correct then
Set( $Organization, 'example.com' );


best
Maik

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From vangoor.bharath at gmail.com  Tue Oct 13 13:28:13 2015
From: vangoor.bharath at gmail.com (bharath reddy)
Date: Tue, 13 Oct 2015 13:28:13 -0400
Subject: [rt-users] Regarding External Authentication using LDAP
Message-ID: <CAMe2YjGbOKFJ4Cz=UpjMHthoFEmmfuNKVq9PAoNM2x=GeWeVjQ@mail.gmail.com>

Dear All,

I followed the link https://metacpan.org/pod/RT::Authen::ExternalAuth and
made required changes and then restarted my apache server. But when I'm
logging into the RT from web it fails with :
"Your username or password is incorrect"

But user exists in the LDAP.

Log file contains :

[22441] [Tue Oct 13 16:58:25 2015] [error]: FAILED LOGIN for <my_user_name>
from 130.245.10.107 (/rt/lib//RT/Interface/Web.pm:810)

>From the code(/rt/lib//RT/Interface/Web.pm) it fails at this point :

    unless ( $user_obj->id && $user_obj->IsPassword( $ARGS->{pass} ) ) {
        $RT::Logger->error("FAILED LOGIN for @{[$ARGS->{user}]} from
$ENV{'REMOTE_ADDR'}");

Can any one help me how to change the flow to authenticate from LDAP i.e it
should check the username and password against the LDAP and not from DB.

Any help or pointers to this issue will be appreciated.

Thanks,
Bharath.
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From anton.panetta at haircareaust.com  Tue Oct 13 20:04:40 2015
From: anton.panetta at haircareaust.com (Anton Panetta)
Date: Wed, 14 Oct 2015 00:04:40 +0000
Subject: [rt-users] Regarding External Authentication using LDAP
In-Reply-To: <CAMe2YjGbOKFJ4Cz=UpjMHthoFEmmfuNKVq9PAoNM2x=GeWeVjQ@mail.gmail.com>
References: <CAMe2YjGbOKFJ4Cz=UpjMHthoFEmmfuNKVq9PAoNM2x=GeWeVjQ@mail.gmail.com>
Message-ID: <BDD526F728335048A5DF06102DB81D965E906A@HCA-Exch.HCA.local>

Whats the block you put in your RT_SiteConfig relating to external auth?



From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of bharath reddy
Sent: Wednesday, 14 October 2015 3:58 AM
To: RT-List <rt-users at lists.bestpractical.com>
Subject: [rt-users] Regarding External Authentication using LDAP

Dear All,

I followed the link https://metacpan.org/pod/RT::Authen::ExternalAuth and made required changes and then restarted my apache server. But when I'm logging into the RT from web it fails with :
"Your username or password is incorrect"

But user exists in the LDAP.

Log file contains :
[22441] [Tue Oct 13 16:58:25 2015] [error]: FAILED LOGIN for <my_user_name> from 130.245.10.107 (/rt/lib//RT/Interface/Web.pm:810)

From the code(/rt/lib//RT/Interface/Web.pm) it fails at this point :

    unless ( $user_obj->id && $user_obj->IsPassword( $ARGS->{pass} ) ) {
        $RT::Logger->error("FAILED LOGIN for @{[$ARGS->{user}]} from $ENV{'REMOTE_ADDR'}");

Can any one help me how to change the flow to authenticate from LDAP i.e it should check the username and password against the LDAP and not from DB.

Any help or pointers to this issue will be appreciated.

Thanks,
Bharath.
The information contained in this email message and any attachments may be confidential information. If you are not the intended recipient, any use, interference with, disclosure or copying of this material is unauthorised and prohibited. If you have received this email in error, please advise us immediately and delete the email and all copies. The content and opinions in non-business email are not necessarily those of Haircare Australia. [http://thinkbeforeprinting.org/struct/signature-1.gif]
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From vangoor.bharath at gmail.com  Tue Oct 13 22:38:29 2015
From: vangoor.bharath at gmail.com (bharath reddy)
Date: Tue, 13 Oct 2015 22:38:29 -0400
Subject: [rt-users] Regarding External Authentication using LDAP
In-Reply-To: <BDD526F728335048A5DF06102DB81D965E906A@HCA-Exch.HCA.local>
References: <CAMe2YjGbOKFJ4Cz=UpjMHthoFEmmfuNKVq9PAoNM2x=GeWeVjQ@mail.gmail.com>
 <BDD526F728335048A5DF06102DB81D965E906A@HCA-Exch.HCA.local>
Message-ID: <CAMe2YjHj5ZmnPJGDU4GeCwM0FhFPSzC6yUNp492-5ASVQ+KMuA@mail.gmail.com>

Hi Anton,

I used following block in my RT_SiteConfig :

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

Set($ExternalAuthPriority, ["My_LDAP"]);

Set($ExternalInfoPriority, ["My_LDAP"]);

Set($AutoCreateNonExternalUsers,    1);


Set($ExternalSettings, {

                         'My_LDAP'       =>  {   ## GENERIC SECTION

                                                  'type'    =>  'ldap',

                                                  'server'  =>  '
vmns1.cs.sunysb.edu',

                                                   'user'  =>  'CN=Recruit
LDAP user,OU=Service Accounts,OU=SBCS,DC=cs,DC=stonybrook,DC=edu',

                                                   'pass'   =>  '*******',

                                                   'base'   =>
'ou=SBCS,dc=cs,dc=stonybrook,DC=edu',

                                                 #  'filter'   =>
'((&(objectCategory=Users)))',

                                                    filter =>
'(objectClass=*)',

                                                   'd_filter'  =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',

                                                #    'd_filter' =>
'(&(objectCategory=User) (ObjectClass=Person))' ,

                                                   'tls'      =>  1,

                                                   'ssl_version' =>  3,

                                                   'net_ldap_args' => [
version =>  3   ],

                                                 #  'group'        =>
'CN=Domain Users,CN=Users,DC=cs,DC=stonybrook,DC=edu',

                                                 #  'group_attr'   =>
'member',

                                                   'attr_match_list'  => [
  'Name',


  'EmailAddress'

                                                                         ],

                                                   'attr_map'         =>  {
  'Name' => 'sAMAccountName',


  'EmailAddress' => 'mail'  }

                                              }

                   }

   );

Is anything that I'm missing ?

Thanks,
Bharath.


On Tue, Oct 13, 2015 at 8:04 PM, Anton Panetta <
anton.panetta at haircareaust.com> wrote:

> Whats the block you put in your RT_SiteConfig relating to external auth?
>
>
>
>
>
>
>
> *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On
> Behalf Of *bharath reddy
> *Sent:* Wednesday, 14 October 2015 3:58 AM
> *To:* RT-List <rt-users at lists.bestpractical.com>
> *Subject:* [rt-users] Regarding External Authentication using LDAP
>
>
>
> Dear All,
>
>
>
> I followed the link https://metacpan.org/pod/RT::Authen::ExternalAuth and
> made required changes and then restarted my apache server. But when I'm
> logging into the RT from web it fails with :
>
> "*Your username or password is incorrect*"
>
>
>
> But user exists in the LDAP.
>
>
>
> Log file contains :
>
> [22441] [Tue Oct 13 16:58:25 2015] [error]: FAILED LOGIN for
> <my_user_name> from 130.245.10.107 (/rt/lib//RT/Interface/Web.pm:810)
>
>
>
> From the code(/rt/lib//RT/Interface/Web.pm) it fails at this point :
>
>
>
>     unless ( $user_obj->id && $user_obj->IsPassword( $ARGS->{pass} ) ) {
>
>         $RT::Logger->error("FAILED LOGIN for @{[$ARGS->{user}]} from
> $ENV{'REMOTE_ADDR'}");
>
>
>
> Can any one help me how to change the flow to authenticate from LDAP i.e
> it should check the username and password against the LDAP and not from DB.
>
>
>
> Any help or pointers to this issue will be appreciated.
>
>
>
> Thanks,
>
> Bharath.
> The information contained in this email message and any attachments may be
> confidential information. If you are not the intended recipient, any use,
> interference with, disclosure or copying of this material is unauthorised
> and prohibited. If you have received this email in error, please advise us
> immediately and delete the email and all copies. The content and opinions
> in non-business email are not necessarily those of Haircare Australia.
>
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From rshaker at ARDENCOMPANIES.COM  Wed Oct 14 08:53:32 2015
From: rshaker at ARDENCOMPANIES.COM (Bob Shaker)
Date: Wed, 14 Oct 2015 12:53:32 +0000
Subject: [rt-users] Regarding External Authentication using LDAP
In-Reply-To: <CAMe2YjHj5ZmnPJGDU4GeCwM0FhFPSzC6yUNp492-5ASVQ+KMuA@mail.gmail.com>
References: <CAMe2YjGbOKFJ4Cz=UpjMHthoFEmmfuNKVq9PAoNM2x=GeWeVjQ@mail.gmail.com>
 <BDD526F728335048A5DF06102DB81D965E906A@HCA-Exch.HCA.local>
 <CAMe2YjHj5ZmnPJGDU4GeCwM0FhFPSzC6yUNp492-5ASVQ+KMuA@mail.gmail.com>
Message-ID: <CY1PR0301MB1179D71E80DAFD0166065262DC3F0@CY1PR0301MB1179.namprd03.prod.outlook.com>

What Version of RT are you running? If you are using 4.2 or greater (you should be if you?re setting up a new instance) you need to
Replace this line

Set(@Plugins, qw(RT::Authen::ExternalAuth) );
With this line
Plugin('RT::Authen::ExternalAuth');

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of bharath reddy
Sent: Tuesday, October 13, 2015 10:38 PM
To: Anton Panetta <anton.panetta at haircareaust.com>
Cc: RT-List <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Regarding External Authentication using LDAP

Hi Anton,

I used following block in my RT_SiteConfig :


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

Set($ExternalAuthPriority, ["My_LDAP"]);

Set($ExternalInfoPriority, ["My_LDAP"]);

Set($AutoCreateNonExternalUsers,    1);



Set($ExternalSettings, {

                         'My_LDAP'       =>  {   ## GENERIC SECTION

                                                  'type'    =>  'ldap',

                                                  'server'  =>  'vmns1.cs.sunysb.edu<http://vmns1.cs.sunysb.edu>',

                                                   'user'  =>  'CN=Recruit LDAP user,OU=Service Accounts,OU=SBCS,DC=cs,DC=stonybrook,DC=edu',

                                                   'pass'   =>  '*******',

                                                   'base'   =>  'ou=SBCS,dc=cs,dc=stonybrook,DC=edu',

                                                 #  'filter'   =>  '((&(objectCategory=Users)))',

                                                    filter => '(objectClass=*)',

                                                   'd_filter'  =>  '(userAccountControl:1.2.840.113556.1.4.803:=2)',

                                                #    'd_filter' => '(&(objectCategory=User) (ObjectClass=Person))' ,

                                                   'tls'      =>  1,

                                                   'ssl_version' =>  3,

                                                   'net_ldap_args' => [    version =>  3   ],

                                                 #  'group'        =>  'CN=Domain Users,CN=Users,DC=cs,DC=stonybrook,DC=edu',

                                                 #  'group_attr'   =>  'member',

                                                   'attr_match_list'  => [    'Name',

                                                                              'EmailAddress'

                                                                         ],

                                                   'attr_map'         =>  {   'Name' => 'sAMAccountName',

                                                                              'EmailAddress' => 'mail'  }

                                              }

                   }

   );

Is anything that I'm missing ?

Thanks,
Bharath.


On Tue, Oct 13, 2015 at 8:04 PM, Anton Panetta <anton.panetta at haircareaust.com<mailto:anton.panetta at haircareaust.com>> wrote:
Whats the block you put in your RT_SiteConfig relating to external auth?



From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of bharath reddy
Sent: Wednesday, 14 October 2015 3:58 AM
To: RT-List <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Subject: [rt-users] Regarding External Authentication using LDAP

Dear All,

I followed the link https://metacpan.org/pod/RT::Authen::ExternalAuth and made required changes and then restarted my apache server. But when I'm logging into the RT from web it fails with :
"Your username or password is incorrect"

But user exists in the LDAP.

Log file contains :
[22441] [Tue Oct 13 16:58:25 2015] [error]: FAILED LOGIN for <my_user_name> from 130.245.10.107 (/rt/lib//RT/Interface/Web.pm:810)

From the code(/rt/lib//RT/Interface/Web.pm) it fails at this point :

    unless ( $user_obj->id && $user_obj->IsPassword( $ARGS->{pass} ) ) {
        $RT::Logger->error("FAILED LOGIN for @{[$ARGS->{user}]} from $ENV{'REMOTE_ADDR'}");

Can any one help me how to change the flow to authenticate from LDAP i.e it should check the username and password against the LDAP and not from DB.

Any help or pointers to this issue will be appreciated.

Thanks,
Bharath.
The information contained in this email message and any attachments may be confidential information. If you are not the intended recipient, any use, interference with, disclosure or copying of this material is unauthorised and prohibited. If you have received this email in error, please advise us immediately and delete the email and all copies. The content and opinions in non-business email are not necessarily those of Haircare Australia. [Image removed by sender.]


________________________________

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A Global Company
Celebrating over 50 years of making your life more comfortable!

This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message.

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From mzagrabe at d.umn.edu  Wed Oct 14 09:18:36 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 14 Oct 2015 08:18:36 -0500
Subject: [rt-users] Regarding External Authentication using LDAP
In-Reply-To: <CY1PR0301MB1179D71E80DAFD0166065262DC3F0@CY1PR0301MB1179.namprd03.prod.outlook.com>
References: <CAMe2YjGbOKFJ4Cz=UpjMHthoFEmmfuNKVq9PAoNM2x=GeWeVjQ@mail.gmail.com>
 <BDD526F728335048A5DF06102DB81D965E906A@HCA-Exch.HCA.local>
 <CAMe2YjHj5ZmnPJGDU4GeCwM0FhFPSzC6yUNp492-5ASVQ+KMuA@mail.gmail.com>
 <CY1PR0301MB1179D71E80DAFD0166065262DC3F0@CY1PR0301MB1179.namprd03.prod.outlook.com>
Message-ID: <CAOLfK3XCLN2CLUi0Lkh=mQ3sQP93iBYrgoFaasOepx-skRr_VA@mail.gmail.com>

Ugh. Turn off the HTML mail - please.

On Wed, Oct 14, 2015 at 7:53 AM, Bob Shaker <rshaker at ardencompanies.com> wrote:
>
> What Version of RT are you running? If you are using 4.2 or greater (you should be if you?re setting up a new instance) you need to
>
> Replace this line
>
> Set(@Plugins, qw(RT::Authen::ExternalAuth) );
>
> With this line
>
> Plugin('RT::Authen::ExternalAuth');

Plugin('RT::Authen::ExternalAuth');

and

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

are two different interfaces to setting the backend data.

That is, they should both work.

-m


From training at bestpractical.com  Wed Oct 14 11:07:34 2015
From: training at bestpractical.com (Talena Gandy)
Date: Wed, 14 Oct 2015 11:07:34 -0400
Subject: [rt-users] [rt-announce] We're thrilled to announce training for RT
	4.4 in	Chicago!
Message-ID: <D3BB1E04-2A6E-423C-B9E9-D19C75BE7D5C@bestpractical.com>

Hello!

We?ve been hard at work on the next new major release of RT and it?s almost here! The first release candidate for RT 4.4 will be available in early November!

To celebrate the new release of RT, we?ll be holding our next RT training in Chicago, IL on December 14-15, 2015.

This training will introduce you to the new features in RT 4.4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session.

We also can?t wait to tell you about what we?ve added for you in RT 4.4, including Assets, for tracking physical and digital resources. We?ll show you how to set up service-level agreements (SLA) which take your business hours and holidays into account. There?s a new builtin timer for tracking time worked on tickets. You can upload multiple files at once with a quick drag-and-drop, as well as reuse existing attachments on replies. 

We?ll also show how RT 4.4 improves things behind the scenes for you. You can have your users authenticate against external services (LDAP). RT can now seamlessly store attachments outside of its database, putting them on the filesystem, uploading to Amazon S3, or in Dropbox. You can even serve them directly out of S3. You can create custom role groups and assign them to queues and tickets. These custom roles can have their own permissions and notifications and so are foundational for improving your automation. There are some major performance enhancements like gradual ticket history loading that will improve your team?s experience every day.

Agenda:

The first day of training starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles.

The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal  
functions.

It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT.

Attending:

We do have a limit on how many people we can effectively teach, so please register as soon as you can to make sure you get a seat. If you can't make Chicago, please feel free to suggest a future location by dropping us a line at training at bestpractical.com!

For both days, the cost is USD $1,495. A single day is USD $995. Each class includes training materials, a continental breakfast, and snacks (lunch is not provided).

If you'd like to pay with Visa, MasterCard or Discover, please visit Best Practical's online store. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at training at bestpractical.com. Be sure to include: if you want to attend both days or a single day and the full names and email addresses of attendees.

Finally, please contact us at training at bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people.

Thanks!
The Best Practical Team
_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From asanka_gunasekera at yahoo.co.uk  Thu Oct 15 07:30:35 2015
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Thu, 15 Oct 2015 12:30:35 +0100
Subject: [rt-users] Installing GD components
In-Reply-To: <5601353C.6030206@trustpayglobal.com>
Message-ID: <1444908635.19325.YahooMailBasic@web171505.mail.ir2.yahoo.com>

Hi Kobus, I am sorry for the long silence ....

I have reinstalled the server with CentOs 6.7 and found below infor doing a locate

/usr/lib/jvm/java-1.6.0-openjdk-1.6.0.36.x86_64/jre/lib/amd64/libjpeg.so
/usr/lib64/libjpeg.so
/usr/lib64/libjpeg.so.62
/usr/lib64/libjpeg.so.62.0.0

but the compilation stops at the same point

SOME DEPENDENCIES WERE MISSING.
GD missing dependencies:
        GD::Graph >= 1.47 ...MISSING
        GD::Text ...MISSING
        GD ...MISSING
CORE missing dependencies:
        XML::RSS >= 1.05 ...MISSING
        HTML::FormatText::WithLinks >= 0.14 ...MISSING
        HTML::FormatText::WithLinks::AndTables ...MISSING
GRAPHVIZ missing dependencies:
        GraphViz ...MISSING

Perl library path for /usr/local/bin/perl:
    /usr/local/lib/perl5/site_perl/5.22.0/x86_64-linux
    /usr/local/lib/perl5/site_perl/5.22.0
    /usr/local/lib/perl5/5.22.0/x86_64-linux
    /usr/local/lib/perl5/5.22.0
    .
make: *** [testdeps] Error 1

It looks there is something wrong with the combination or what I am doing :(

Thanks and Regards

Asanka

--------------------------------------------
On Tue, 22/9/15, Kobus Bensch <kobus.bensch at trustpayglobal.com> wrote:

 Subject: Re: [rt-users] Installing GD components
 To: "Asanka Gunasekera" <asanka_gunasekera at yahoo.co.uk>, rt-users at lists.bestpractical.com
 Date: Tuesday, 22 September, 2015, 17:02
 
 
   
 
     
   
   
     Running this command does not mean it is installed. It
 just tells
     you which packages provides the libjpeg.so
 
     
 
     Does the lib actually exist in 
 
     /usr/lib/libjpeg.so or /usr/lib64/libjpeg.so
     
 
     On 22/09/2015
 11:50, Asanka Gunasekera
       wrote:
 
     
     
       yum whatprovides "*/libjpeg.so" 
     
     
 
     -- 
 
       Kobus Bensch Trustpay Global LTD email
 signature
       Kobus Bensch
 
       Senior Systems Administrator
 
       Address:??22 & 24 | Frederick Sanger Road |
 Guildford | Surrey
       | GU2 7YD
 
       DDI:??0207 871 3958
 
       Tel:??0207 871 3890
 
       Email:??kobus.bensch at trustpayglobal.com
 
       
     
   
 
 
 
 
 Trustpay Global Limited is an
 authorised Electronic Money Institution regulated by the
 Financial Conduct Authority registration number 900043.
 Company No 07427913 Registered in England and Wales with
 registered address 130 Wood Street, London, EC2V 6DL, United
 Kingdom.For further details please visit our
 website at www.trustpayglobal.com.The information in this email and
 any attachments are confidential and remain the property of
 Trustpay Global Ltd unless agreed by contract. It is
 intended solely for the person to whom or the entity to
 which it is addressed. If you are not the intended recipient
 you may not use, disclose, copy, distribute, print or rely
 on the content of this email or its attachments. If this
 email has been received by you in error please advise the
 sender and delete the email from your system. Trustpay
 Global Ltd does not accept any liability for any personal
 view expressed in this message.


From kobus.bensch at trustpayglobal.com  Thu Oct 15 12:15:54 2015
From: kobus.bensch at trustpayglobal.com (Kobus Bensch)
Date: Thu, 15 Oct 2015 17:15:54 +0100
Subject: [rt-users] Custom Field Template
Message-ID: <561FD13A.3050407@trustpayglobal.com>

Hi

I have written a script that looks like this:

Desc: On Change of CF
Cond: User Defined
Action: Notify AdminCCs
Template: CR Change Admin Correspond

Custom Condition: return 0 unless $self->TransactionObj->Type eq 
'CustomField';
                                   return 1;



-- 


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.


From kobus.bensch at trustpayglobal.com  Thu Oct 15 12:19:11 2015
From: kobus.bensch at trustpayglobal.com (Kobus Bensch)
Date: Thu, 15 Oct 2015 17:19:11 +0100
Subject: [rt-users] Custom Field Template
Message-ID: <561FD1FF.4080708@trustpayglobal.com>

Hi

I have written a script that looks like this:

Desc: On Change of CF
Cond: User Defined
Action: Notify AdminCCs
Template: CR Change Admin Correspond

Custom Condition: return 0 unless $self->TransactionObj->Type eq 
'CustomField';
                                   return 1;


The Template Looks like this:
Name: CR Change Admin Correspondence
Desc: Plain text admin correspondence template when CF is changed
Type: Perl
Content: RT-Attach-Message: yes

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

The CR_Owner was changed to: {$Ticket->FirstCustomFieldValue('CR_Owner')}

{$Transaction->Content()}


How can I change this to say:

If field 1 has changed {$Ticket->FirstCustomFieldValue('CR_Owner')}
If Field 2 has changed {$Ticket->FirstCustomFieldValue('CR_Date')}

Etc...

Basically want to onlist the fields in an email if they have changed.

Thanks in advance

Kobus

-- 


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.


From vangoor.bharath at gmail.com  Thu Oct 15 12:23:55 2015
From: vangoor.bharath at gmail.com (bharath reddy)
Date: Thu, 15 Oct 2015 12:23:55 -0400
Subject: [rt-users] Regarding External Authentication using LDAP
In-Reply-To: <CY1PR0301MB1179D71E80DAFD0166065262DC3F0@CY1PR0301MB1179.namprd03.prod.outlook.com>
References: <CAMe2YjGbOKFJ4Cz=UpjMHthoFEmmfuNKVq9PAoNM2x=GeWeVjQ@mail.gmail.com>
 <BDD526F728335048A5DF06102DB81D965E906A@HCA-Exch.HCA.local>
 <CAMe2YjHj5ZmnPJGDU4GeCwM0FhFPSzC6yUNp492-5ASVQ+KMuA@mail.gmail.com>
 <CY1PR0301MB1179D71E80DAFD0166065262DC3F0@CY1PR0301MB1179.namprd03.prod.outlook.com>
Message-ID: <CAMe2YjGQZKqw=o-ZmbBMHEGgLYZphB512xZFqoWJ=QuXXJAqbw@mail.gmail.com>

Hi Bob,

I'm using RT version greater than 4.2 but I don't think that line is
causing the issue. I found following in the log file :

[1755] [Thu Oct 15 16:04:59 2015] [debug]: Attempting to use external auth
service: My_LDAP
(/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[1755] [Thu Oct 15 16:04:59 2015] [debug]: SSO Failed and no user to test
with. Nexting
(/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[1755] [Thu Oct 15 16:04:59 2015] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/rt/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)

The user is not getting passed to LDAP I guess.

Thanks,
Bharath.

On Wed, Oct 14, 2015 at 8:53 AM, Bob Shaker <rshaker at ardencompanies.com>
wrote:

> What Version of RT are you running? If you are using 4.2 or greater (you
> should be if you?re setting up a new instance) you need to
>
> Replace this line
>
> Set(@Plugins, qw(RT::Authen::ExternalAuth) );
>
> With this line
>
> Plugin('RT::Authen::ExternalAuth');
>
>
>
> *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On
> Behalf Of *bharath reddy
> *Sent:* Tuesday, October 13, 2015 10:38 PM
> *To:* Anton Panetta <anton.panetta at haircareaust.com>
> *Cc:* RT-List <rt-users at lists.bestpractical.com>
> *Subject:* Re: [rt-users] Regarding External Authentication using LDAP
>
>
>
> Hi Anton,
>
>
>
> I used following block in my RT_SiteConfig :
>
>
>
> Set(@Plugins, qw(RT::Authen::ExternalAuth) );
>
> Set($ExternalAuthPriority, ["My_LDAP"]);
>
> Set($ExternalInfoPriority, ["My_LDAP"]);
>
> Set($AutoCreateNonExternalUsers,    1);
>
>
>
> Set($ExternalSettings, {
>
>                          'My_LDAP'       =>  {   ## GENERIC SECTION
>
>                                                   'type'    =>  'ldap',
>
>                                                   'server'  =>  '
> vmns1.cs.sunysb.edu',
>
>                                                    'user'  =>  'CN=Recruit
> LDAP user,OU=Service Accounts,OU=SBCS,DC=cs,DC=stonybrook,DC=edu',
>
>                                                    'pass'   =>  '*******',
>
>                                                    'base'   =>
> 'ou=SBCS,dc=cs,dc=stonybrook,DC=edu',
>
>                                                  #  'filter'   =>
> '((&(objectCategory=Users)))',
>
>                                                     filter =>
> '(objectClass=*)',
>
>                                                    'd_filter'  =>
> '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>
>                                                 #    'd_filter' =>
> '(&(objectCategory=User) (ObjectClass=Person))' ,
>
>                                                    'tls'      =>  1,
>
>                                                    'ssl_version' =>  3,
>
>                                                    'net_ldap_args' => [
>   version =>  3   ],
>
>                                                  #  'group'        =>
> 'CN=Domain Users,CN=Users,DC=cs,DC=stonybrook,DC=edu',
>
>                                                  #  'group_attr'   =>
> 'member',
>
>                                                    'attr_match_list'  =>
> [    'Name',
>
>
>     'EmailAddress'
>
>                                                                          ],
>
>                                                    'attr_map'         =>
> {   'Name' => 'sAMAccountName',
>
>
>     'EmailAddress' => 'mail'  }
>
>                                               }
>
>                    }
>
>    );
>
>
>
> Is anything that I'm missing ?
>
>
>
> Thanks,
>
> Bharath.
>
>
>
>
>
> On Tue, Oct 13, 2015 at 8:04 PM, Anton Panetta <
> anton.panetta at haircareaust.com> wrote:
>
> Whats the block you put in your RT_SiteConfig relating to external auth?
>
>
>
>
>
>
>
> *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On
> Behalf Of *bharath reddy
> *Sent:* Wednesday, 14 October 2015 3:58 AM
> *To:* RT-List <rt-users at lists.bestpractical.com>
> *Subject:* [rt-users] Regarding External Authentication using LDAP
>
>
>
> Dear All,
>
>
>
> I followed the link https://metacpan.org/pod/RT::Authen::ExternalAuth and
> made required changes and then restarted my apache server. But when I'm
> logging into the RT from web it fails with :
>
> "*Your username or password is incorrect*"
>
>
>
> But user exists in the LDAP.
>
>
>
> Log file contains :
>
> [22441] [Tue Oct 13 16:58:25 2015] [error]: FAILED LOGIN for
> <my_user_name> from 130.245.10.107 (/rt/lib//RT/Interface/Web.pm:810)
>
>
>
> From the code(/rt/lib//RT/Interface/Web.pm) it fails at this point :
>
>
>
>     unless ( $user_obj->id && $user_obj->IsPassword( $ARGS->{pass} ) ) {
>
>         $RT::Logger->error("FAILED LOGIN for @{[$ARGS->{user}]} from
> $ENV{'REMOTE_ADDR'}");
>
>
>
> Can any one help me how to change the flow to authenticate from LDAP i.e
> it should check the username and password against the LDAP and not from DB.
>
>
>
> Any help or pointers to this issue will be appreciated.
>
>
>
> Thanks,
>
> Bharath.
>
> The information contained in this email message and any attachments may be
> confidential information. If you are not the intended recipient, any use,
> interference with, disclosure or copying of this material is unauthorised
> and prohibited. If you have received this email in error, please advise us
> immediately and delete the email and all copies. The content and opinions
> in non-business email are not necessarily those of Haircare Australia. [image:
> Image removed by sender.]
>
>
>
> ------------------------------
>
> ARDEN
> A Global Company
> Celebrating over 50 years of making your life more comfortable!
>
> This message may contain confidential and/or privileged information. If
> you are not the addressee or authorized to receive this for the addressee,
> you must not use, copy, disclose, or take any action based on this message
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From mzagrabe at d.umn.edu  Thu Oct 15 12:45:50 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 15 Oct 2015 11:45:50 -0500
Subject: [rt-users] Custom Field Template
In-Reply-To: <561FD1FF.4080708@trustpayglobal.com>
References: <561FD1FF.4080708@trustpayglobal.com>
Message-ID: <CAOLfK3VS6tt0F0LOv6iQAKAkYQa6AbH7aVTBaywHy4wspmc3RA@mail.gmail.com>

On Thu, Oct 15, 2015 at 11:19 AM, Kobus Bensch
<kobus.bensch at trustpayglobal.com> wrote:
> Hi
>
> I have written a script that looks like this:
>
> Desc: On Change of CF
> Cond: User Defined
> Action: Notify AdminCCs
> Template: CR Change Admin Correspond
>
> Custom Condition: return 0 unless $self->TransactionObj->Type eq
> 'CustomField';
>                                   return 1;
>
>
> The Template Looks like this:
> Name: CR Change Admin Correspondence
> Desc: Plain text admin correspondence template when CF is changed
> Type: Perl
> Content: RT-Attach-Message: yes
>
> <URL: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >
>
> The CR_Owner was changed to: {$Ticket->FirstCustomFieldValue('CR_Owner')}
>
> {$Transaction->Content()}
>
>
> How can I change this to say:
>
> If field 1 has changed {$Ticket->FirstCustomFieldValue('CR_Owner')}
> If Field 2 has changed {$Ticket->FirstCustomFieldValue('CR_Date')}

The $Transaction data should have what you need to make a logic choice
in your template.

-m


From asanka_gunasekera at yahoo.co.uk  Fri Oct 16 08:56:25 2015
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Fri, 16 Oct 2015 13:56:25 +0100
Subject: [rt-users] Installing GD components
In-Reply-To: <1444908635.19325.YahooMailBasic@web171505.mail.ir2.yahoo.com>
Message-ID: <1445000185.715.YahooMailBasic@web171502.mail.ir2.yahoo.com>

Hi Kobus, I have got bit further with this new installation but the original issue is still there


SOME DEPENDENCIES WERE MISSING.
GD missing dependencies:
GD ...MISSING
GD::Text ...MISSING
GD::Graph >= 1.47 ...MISSING

I tried installing GD manually but it is giving me 

Checking for stray libgd header files...none found. 

though when I do locate on libgd.so I get below

/usr/lib64/libgd.so
/usr/lib64/libgd.so.2
/usr/lib64/libgd.so.2.0.0

Do I need to do anything to the perl or env

Thanks and Regards

Asanka

--------------------------------------------
On Thu, 15/10/15, Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk> wrote:

 Subject: Re: [rt-users] Installing GD components
 To: rt-users at lists.bestpractical.com, "Kobus Bensch" <kobus.bensch at trustpayglobal.com>
 Date: Thursday, 15 October, 2015, 17:30
 
 Hi Kobus, I am sorry for the long
 silence ....
 
 I have reinstalled the server with CentOs 6.7 and found
 below infor doing a locate
 
 /usr/lib/jvm/java-1.6.0-openjdk-1.6.0.36.x86_64/jre/lib/amd64/libjpeg.so
 /usr/lib64/libjpeg.so
 /usr/lib64/libjpeg.so.62
 /usr/lib64/libjpeg.so.62.0.0
 
 but the compilation stops at the same point
 
 SOME DEPENDENCIES WERE MISSING.
 GD missing dependencies:
 ? ? ? ? GD::Graph >= 1.47 ...MISSING
 ? ? ? ? GD::Text ...MISSING
 ? ? ? ? GD ...MISSING
 CORE missing dependencies:
 ? ? ? ? XML::RSS >= 1.05 ...MISSING
 ? ? ? ? HTML::FormatText::WithLinks
 >= 0.14 ...MISSING
 ? ? ? ?
 HTML::FormatText::WithLinks::AndTables ...MISSING
 GRAPHVIZ missing dependencies:
 ? ? ? ? GraphViz ...MISSING
 
 Perl library path for /usr/local/bin/perl:
 ? ?
 /usr/local/lib/perl5/site_perl/5.22.0/x86_64-linux
 ? ? /usr/local/lib/perl5/site_perl/5.22.0
 ? ? /usr/local/lib/perl5/5.22.0/x86_64-linux
 ? ? /usr/local/lib/perl5/5.22.0
 ? ? .
 make: *** [testdeps] Error 1
 
 It looks there is something wrong with the combination or
 what I am doing :(
 
 Thanks and Regards
 
 Asanka
 
 --------------------------------------------
 On Tue, 22/9/15, Kobus Bensch <kobus.bensch at trustpayglobal.com>
 wrote:
 
  Subject: Re: [rt-users] Installing GD components
  To: "Asanka Gunasekera" <asanka_gunasekera at yahoo.co.uk>,
 rt-users at lists.bestpractical.com
  Date: Tuesday, 22 September, 2015, 17:02
  
  
 ???
  
 ? ???
 ???
 ???
 ? ???Running this command does not mean
 it is installed. It
  just tells
 ? ???you which packages provides the
 libjpeg.so
  
 ? ???
  
 ? ???Does the lib actually exist in 
  
 ? ???/usr/lib/libjpeg.so or
 /usr/lib64/libjpeg.so
 ? ???
  
 ? ???On 22/09/2015
  11:50, Asanka Gunasekera
 ? ? ???wrote:
  
 ? ???
 ? ???
 ? ? ???yum whatprovides
 "*/libjpeg.so" 
 ? ???
 ? ???
  
 ? ???-- 
  
 ? ? ???Kobus Bensch Trustpay Global
 LTD email
  signature
 ? ? ???Kobus Bensch
  
 ? ? ???Senior Systems
 Administrator
  
 ? ? ???Address:??22 & 24 |
 Frederick Sanger Road |
  Guildford | Surrey
 ? ? ???| GU2 7YD
  
 ? ? ???DDI:??0207 871 3958
  
 ? ? ???Tel:??0207 871 3890
  
 ? ? ???Email:??kobus.bensch at trustpayglobal.com
  
 ? ? ???
 ? ???
 ???
  
  
  
  
  Trustpay Global Limited is an
  authorised Electronic Money Institution regulated by the
  Financial Conduct Authority registration number 900043.
  Company No 07427913 Registered in England and Wales with
  registered address 130 Wood Street, London, EC2V 6DL,
 United
  Kingdom.For further details please visit our
  website at www.trustpayglobal.com.The information in this
 email and
  any attachments are confidential and remain the property
 of
  Trustpay Global Ltd unless agreed by contract. It is
  intended solely for the person to whom or the entity to
  which it is addressed. If you are not the intended
 recipient
  you may not use, disclose, copy, distribute, print or rely
  on the content of this email or its attachments. If this
  email has been received by you in error please advise the
  sender and delete the email from your system. Trustpay
  Global Ltd does not accept any liability for any personal
  view expressed in this message.


From asanka_gunasekera at yahoo.co.uk  Fri Oct 16 09:08:53 2015
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Fri, 16 Oct 2015 14:08:53 +0100
Subject: [rt-users] Installing GD components
In-Reply-To: <1445000185.715.YahooMailBasic@web171502.mail.ir2.yahoo.com>
Message-ID: <1445000933.9663.YahooMailBasic@web171503.mail.ir2.yahoo.com>

Hi Kobus, please see below, the rpm that was installed using yum is perl-GD-2.44-3.el6.x86_64 but cpan is looking for 1.18 

cpan[16]> install GD::Graph
Running install for module 'GD::Graph'
Checksum for /root/.cpan/sources/authors/id/R/RU/RUZ/GDGraph-1.49.tar.gz ok
Configuring R/RU/RUZ/GDGraph-1.49.tar.gz with Makefile.PL
Checking if your kit is complete...
Looks good
Warning: prerequisite GD 1.18 not found.


Do I have to downgrade or is there a way to use what is installed

Thanks and Regards

Asanka

--------------------------------------------
On Fri, 16/10/15, Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk> wrote:

 Subject: Re: [rt-users] Installing GD components
 To: rt-users at lists.bestpractical.com, "Kobus Bensch" <kobus.bensch at trustpayglobal.com>
 Date: Friday, 16 October, 2015, 18:56
 
 Hi Kobus, I have got bit
 further with this new installation but the original issue is
 still there
 
 
 SOME DEPENDENCIES WERE MISSING.
 GD missing dependencies:
 GD
 ...MISSING
 GD::Text ...MISSING
 GD::Graph >= 1.47 ...MISSING
 
 I tried installing GD manually
 but it is giving me 
 
 Checking for stray libgd header files...none
 found. 
 
 though when I do
 locate on libgd.so I get below
 
 /usr/lib64/libgd.so
 /usr/lib64/libgd.so.2
 /usr/lib64/libgd.so.2.0.0
 
 Do I need to do anything to the perl or env
 
 Thanks and Regards
 
 Asanka
 
 --------------------------------------------
 On Thu, 15/10/15, Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
 wrote:
 
  Subject: Re: [rt-users]
 Installing GD components
  To: rt-users at lists.bestpractical.com,
 "Kobus Bensch" <kobus.bensch at trustpayglobal.com>
  Date: Thursday, 15 October, 2015, 17:30
  
  Hi Kobus, I am sorry for the
 long
  silence ....
  
  I have reinstalled the server with CentOs 6.7
 and found
  below infor doing a locate
  
 
 /usr/lib/jvm/java-1.6.0-openjdk-1.6.0.36.x86_64/jre/lib/amd64/libjpeg.so
  /usr/lib64/libjpeg.so
 
 /usr/lib64/libjpeg.so.62
 
 /usr/lib64/libjpeg.so.62.0.0
  
  but the compilation stops at the same point
  
  SOME DEPENDENCIES WERE
 MISSING.
  GD missing dependencies:
  ? ? ? ? GD::Graph >= 1.47 ...MISSING
  ? ? ? ? GD::Text ...MISSING
  ? ? ? ? GD ...MISSING
 
 CORE missing dependencies:
  ? ? ? ?
 XML::RSS >= 1.05 ...MISSING
  ? ? ? ?
 HTML::FormatText::WithLinks
  >= 0.14
 ...MISSING
  ? ? ? ?
 
 HTML::FormatText::WithLinks::AndTables ...MISSING
  GRAPHVIZ missing dependencies:
  ? ? ? ? GraphViz ...MISSING
  
  Perl library path for
 /usr/local/bin/perl:
  ? ?
 
 /usr/local/lib/perl5/site_perl/5.22.0/x86_64-linux
  ? ? /usr/local/lib/perl5/site_perl/5.22.0
  ? ?
 /usr/local/lib/perl5/5.22.0/x86_64-linux
  ?
 ? /usr/local/lib/perl5/5.22.0
  ? ? .
  make: *** [testdeps] Error 1
 
 
  It looks there is something wrong with the
 combination or
  what I am doing :(
  
  Thanks and Regards
  
  Asanka
  
 
 --------------------------------------------
  On Tue, 22/9/15, Kobus Bensch <kobus.bensch at trustpayglobal.com>
  wrote:
  
 ?
 Subject: Re: [rt-users] Installing GD components
 ? To: "Asanka Gunasekera" <asanka_gunasekera at yahoo.co.uk>,
  rt-users at lists.bestpractical.com
 ? Date: Tuesday, 22 September, 2015, 17:02
 ? 
 ? 
 
 ???
 ? 
  ? ???
  ???
  ???
  ? ???Running this command does not mean
  it is installed. It
 ? just
 tells
  ? ???you which packages provides
 the
  libjpeg.so
 ? 
  ? ???
 ? 
 
 ? ???Does the lib actually exist in 
 ?
 
  ? ???/usr/lib/libjpeg.so or
  /usr/lib64/libjpeg.so
  ?
 ???
 ? 
  ? ???On
 22/09/2015
 ? 11:50, Asanka Gunasekera
  ? ? ???wrote:
 ? 
  ? ???
  ? ???
  ? ? ???yum whatprovides
 
 "*/libjpeg.so" 
  ? ???
  ? ???
 ? 
 
 ? ???-- 
 ? 
  ? ?
 ???Kobus Bensch Trustpay Global
  LTD
 email
 ? signature
  ? ?
 ???Kobus Bensch
 ? 
  ?
 ? ???Senior Systems
  Administrator
 ? 
  ? ? ???Address:??22
 & 24 |
  Frederick Sanger Road |
 ? Guildford | Surrey
  ? ?
 ???| GU2 7YD
 ? 
  ? ?
 ???DDI:??0207 871 3958
 ? 
  ? ? ???Tel:??0207 871 3890
 ? 
  ? ? ???Email:??kobus.bensch at trustpayglobal.com
 ? 
  ? ? ???
  ? ???
  ???
 ? 
 ? 
 ? 
 ? 
 ? Trustpay Global Limited
 is an
 ? authorised Electronic Money
 Institution regulated by the
 ? Financial
 Conduct Authority registration number 900043.
 ? Company No 07427913 Registered in England
 and Wales with
 ? registered address 130
 Wood Street, London, EC2V 6DL,
  United
 ? Kingdom.For further details please visit
 our
 ? website at www.trustpayglobal.com.The
 information in this
  email and
 ? any attachments are confidential and remain
 the property
  of
 ? Trustpay
 Global Ltd unless agreed by contract. It is
 ? intended solely for the person to whom or
 the entity to
 ? which it is addressed. If
 you are not the intended
  recipient
 ? you may not use, disclose, copy, distribute,
 print or rely
 ? on the content of this
 email or its attachments. If this
 ? email
 has been received by you in error please advise the
 ? sender and delete the email from your
 system. Trustpay
 ? Global Ltd does not
 accept any liability for any personal
 ?
 view expressed in this message.


From guadagnino.cristiano at creval.it  Mon Oct 19 06:06:50 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 19 Oct 2015 10:06:50 +0000
Subject: [rt-users] Patch to change RT's behaviour regarding the signature
Message-ID: <5624C07A.2060003@creval.it>

Hi all,
I was having some issues with the way RT works regarding user signatures.

First of all, RT will always put a "--" before your signature, so you 
are limited in the way your signature looks.
Second, RT will always put your signature at the top of an empty 
message, so I always have to put the cursor at the top, hit "Enter" to 
make space for my text, then put again the cursor at the top and start 
writing.
This is all quite tedious.

So I wrote a small patch to change the behaviour.

Here are the instructions (I'll post it on the wiki too) for RT 4.2.12:

1. copy /opt/rt4/share/html/Elements/MesageBox to 
/opt/rt4/local/html/Elements

2. modify /opt/rt4/local/html/Elements so that line 68 changes from:
>     $signature = "-- \n". $text;
to:
>     if ($text =~ m/^--$/m) {
>         $signature = "\n". $text;
>     } else {
>         $signature = "\n-- \n". $text;
>     }
3. clear your mason cache

4. restart your web server


Now, if you do not have "--" on a line by its own in your signature, RT 
will put it at the top of your signature BUT it will also leave a blank 
line before your signature.

If you already have a "--" on a line by its own in your signature, RT 
will leave it alone and will NOT put another one on top of your 
signature. Also RT will leave a blank line before your signature.

Hope this helps.

Bye
Cris

From kobus.bensch at trustpayglobal.com  Tue Oct 20 06:45:54 2015
From: kobus.bensch at trustpayglobal.com (Kobus Bensch)
Date: Tue, 20 Oct 2015 11:45:54 +0100
Subject: [rt-users] Group rights
Message-ID: <56261B62.2050605@trustpayglobal.com>

Hi

I have now tried every setting possible. How do I give a group 
permissions to see all the tickets in a particular queue, even if the 
ticket owner has been changed to a person not in that group?

Thanks

Kobus
-- 
Kobus Bensch Trustpay Global LTD email signature Kobus Bensch
Senior Systems Administrator
Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
DDI:  0207 871 3958
Tel:  0207 871 3890
Email: kobus.bensch at trustpayglobal.com 
<mailto:kobus.bensch at trustpayglobal.com>

-- 


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.
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From asanka_gunasekera at yahoo.co.uk  Thu Oct 22 04:22:32 2015
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Thu, 22 Oct 2015 09:22:32 +0100
Subject: [rt-users] Installing GD components
In-Reply-To: <1445341127.76043.YahooMailBasic@web171502.mail.ir2.yahoo.com>
Message-ID: <1445502152.80245.YahooMailBasic@web171503.mail.ir2.yahoo.com>

Hi Kobus, how do I enable detailed loggin, below is what I did but it still gives only succesfull logins

Set($LogToSyslog, '');
Set($LogToFile, 'debug');
Set($LogDir, '/var/log/rt');
Set($LogToFileNamed , "rt.log");


Thanks and Regards

Asanka

--------------------------------------------
On Tue, 20/10/15, Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk> wrote:

 Subject: Re: [rt-users] Installing GD components
 To: "Kobus Bensch" <kobus.bensch at trustpayglobal.com>
 Date: Tuesday, 20 October, 2015, 17:38
 
 I dont see any errors or warnings
 Kobus, any how let me increas the loging level and see. 
 
 Thanks and best Reagrds
 
 Asanka
 
 Hope you dont mind if I to update if needed help on this
 
 --------------------------------------------
 On Tue, 20/10/15, Kobus Bensch <kobus.bensch at trustpayglobal.com>
 wrote:
 
  Subject: Re: [rt-users] Installing GD components
  To: "Asanka Gunasekera" <asanka_gunasekera at yahoo.co.uk>
  Date: Tuesday, 20 October, 2015, 17:27
  
  
 ? ???Not sure about the close_wait. That
 has to be
  serverside. Whats in
 ? ???your logs?
  
 ? ???
  
 ? ???On 20/10/2015 12:06,
  Asanka Gunasekera
 ? ? ???wrote:
  
 ? ???
 ? ???
 ? ? ???Hi Kobus, thank you for the
 reply, understood :).
  Any idea about the open sockets having status close_wait
  (meaning server side is holding the socket open when the
  client has already send a close)
  
  Thanks and Regards
  
  Asanka
  --------------------------------------------
  On Tue, 20/10/15, Kobus Bensch <kobus.bensch at trustpayglobal.com>
  wrote:
  
 ? Subject: Re: [rt-users] Installing GD components
 ? To: "Asanka Gunasekera" <asanka_gunasekera at yahoo.co.uk>
 ? Date: Tuesday, 20 October, 2015, 16:51
 ? 
 ? 
 ? ? ? The GD stuff is used for graph creation
 and displays.
  So
 ? if you not
 ? ? ? fussed then thats fine.
 ? 
 ? ? ? 
 ? 
 ? ? ? As for the queues. My understanding is
 that each queu
 ? need its own
 ? ? ? set of email addresses as that is how
 it gets into that
 ? queue unless
 ? ? ? you move tickets to that queue
 manually, but all
 ? correspondence will
 ? ? ? go into the first queue found that the
 email address is
 ? attached to.
 ? ? ? Usually your default queue.
 ? 
 ? ? ? 
 ? 
 ? ? ? Kobus
 ? 
 ? ? ? 
 ? 
 ? ? ? On 20/10/2015 11:48,
 ? Asanka Gunasekera
 ? ? ? ? wrote:
 ? 
 ? ? ? 
 ? ? ? 
 ? ? ? ? Hi Kobus, with below update I
 was able to get
 ? things install but I am not suer what would be the
 impact
  on
 ? RT of skipping DG test. Any how now I can log in and
 all
  but
 ? faced with below obstetrical
 ? 
 ? 1. I can log in and all, but after a while I am
 seeing
 ? CLOSE_WAIT socket is created for each selection that
 I make
  
 ? on the dashboard. Eventually the system goes
 unresponsive.
 ? 
 ? root at iplrt logs]# netstat
 -nalp | grep -i wait
 ? tcp? ? ? ? 1? ? ?
 0 192.168.11.254:80? ? ? ? ? 
 ? 192.168.11.118:57076? ? ? ?
 CLOSE_WAIT? 3176/httpd? ? ?
 ???
  
 ? tcp? ? ? ? 1? ? ?
 0 192.168.11.254:80? ? ? ? ? 
 ? 192.168.11.118:57083? ? ? ?
 CLOSE_WAIT? 3177/httpd? ? ?
 ???
  
 ? tcp? ? ? ? 1? ? ?
 0 192.168.11.254:80? ? ? ? ? 
 ? 192.168.11.118:57082? ? ? ?
 CLOSE_WAIT? 3185/httpd? ? ?
 ???
  
 ? tcp? ? ? ? 1? ? ?
 0 192.168.11.254:80? ? ? ? ? 
 ? 192.168.11.118:57084? ? ? ?
 CLOSE_WAIT? 3365/httpd? ? ?
 ???
  
 ? [root at iplrt logs]# 
 ? 
 ? 2. Do I need to have separate mail accounts for each
 queue
 ? that I make. Lets say I have 10 queues and the way I
 can
  see
 ? with fetch mail you have to have 10 emails address
 minimum.
 ? Is there a way to use just 2 address for all queues
 one for
 ? correspondence and one for communications
 ? 
 ? Thanks and Regards
 ? 
 ? Asanka
 ? --------------------------------------------
 ? On Tue, 20/10/15, Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
 ? wrote:
 ? 
 ???Subject: Re: [rt-users] Installing GD
 components
 ???To: "Kobus Bensch" <kobus.bensch at trustpayglobal.com>
 ???Date: Tuesday, 20 October, 2015, 10:34
 ???
 ???Hi Kobus, I tried
 ???installing it manually (GD) but when I ran
 ./Build test it
 ???was failing one test
 ???
 ???Failed
 ???test 'image comparison test 7'
 ???
 ???since in GD readme it said this is
 optional I
 ???just went and install and now I can do mak
 on RT, what
 ? would
 ???be the ill effect doing above and what is
 the function to
 ???RT
 ???
 ???Thanks and Regards
 ???
 ???Asanka
 ???
 ???--------------------------------------------
 ???On Tue, 20/10/15, Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
 ???wrote:
 ???
 ? ? Subject: Re: [rt-users]
 ???Installing GD components
 ? ? To: "Kobus
 ???Bensch" <kobus.bensch at trustpayglobal.com>
 ? ? Date: Tuesday, 20 October, 2015, 10:03
 ? ? 
 ? ? Hi Kobus, please find
 ? ? below the out put of the command
 ? ? 
 ? ? root at iplrt ~]# yum list
 ? ? installed | grep gd
 ???
 ???eggdbus.x86_64? ? ?
 ? ? ? ? 0.6-3.el6?
 ????
 ???
 ??????@anaconda-CentOS-201508042137.x86_64/6.7
 ? ? gd.x86_64? ? ? ? ? ?
 ???
 ??????2.0.35-11.el6???@base? ? ? ?
 ?
 ? ? ? ? ? ? ? ? ? ? ? ? ? ???
 ? ? gd-devel.x86_64? ? ?
 ???
 ??????2.0.35-11.el6???@base? ? ? ?
 ?
 ? ? ? ? ? ? ? ? ? ? ? ? ? ???
 ? ? gdb.x86_64? ? ? ? ? ? ? 7.2-83.el6?
 ????
 ? ? ?
 ???@anaconda-CentOS-201508042137.x86_64/6.7
 ???
 ???gdbm.x86_64? ? ? ? ?
 ???
 ??????1.8.0-38.el6? ?
 ???
 ???@anaconda-CentOS-201508042137.x86_64/6.7
 ???
 ???gdbm-devel.x86_64? ?
 ? ? ???1.8.0-38.el6?
 ????
 ???
 ???@anaconda-CentOS-201508042137.x86_64/6.7
 ???
 ???gdk-pixbuf2.x86_64? ? ?
 2.24.1-6.el6_7?
 ???
 ???@updates? ? ? ? ? ? ? ? ? ? ?
 ? ? ? ? ? 
 ? ? gdk-pixbuf2-devel.x86_64
 ???
 ???gdm.x86_64? ? ? ? ? ? ?
 1:2.30.4-64.el6
 ? ? @anaconda-CentOS-201508042137.x86_64/6.7
 ? ? gdm-libs.x86_64? ? ?
 ???
 ??????1:2.30.4-64.el6
 ???
 ???@anaconda-CentOS-201508042137.x86_64/6.7
 ???
 ???gdm-plugin-fingerprint.x86_64
 ???
 ???gdm-user-switch-applet.x86_64
 ???
 ???libgdata.x86_64? ? ?
 ???
 ??????0.6.4-2.el6?
 ???
 ??????@anaconda-CentOS-201508042137.x86_64/6.7
 ? ? libgdata-devel.x86_64???0.6.4-2.el6?
 ???
 ??????@anaconda-CentOS-201508042137.x86_64/6.7
 ? ? plymouth-gdm-hooks.x86_64
 ???
 ???pulseaudio-gdm-hooks.x86_64
 ? ? [root at iplrt ~]# 
 ? ? 
 ? ? 
 ? ? Thanks
 ???and
 ? ? Regards
 ? ? 
 ? ? Asanka
 ???
 ???--------------------------------------------
 ? ? On Fri, 16/10/15, Kobus Bensch <kobus.bensch at trustpayglobal.com>
 ? ? wrote:
 ? ? 
 ????
 ???Subject: Re: [rt-users]
 ? ? Installing GD
 ???components
 ???? To: "Asanka
 ? ? Gunasekera" <asanka_gunasekera at yahoo.co.uk>
 ???? Date: Friday, 16 October, 2015, 19:40
 ???? 
 ???? 
 ? ? ?
 ? ? ???Send me the output for yum list
 ???installed |
 ? ? grep gd
 ???? 
 ? ? ?
 ? ? ???
 ????
 ???
 ? ? ?
 ? ? ???
 ???? 
 ? ? ?
 ???
 ??????
 ???? 
 ? ? ?
 ? ? ???On 16/10/2015 13:56,
 ????
 ???Asanka
 ? ? Gunasekera
 ? ? ? ?
 ??????wrote:
 ???? 
 ? ? ?
 ??????
 ? ? ? ???
 ? ? ? ?
 ? ? ???Hi Kobus, I have got bit further with
 ???this
 ? ? new
 ???? installation
 ???but the original issue is
 ? ? still there
 ???? 
 ???? 
 ???? SOME
 ???DEPENDENCIES WERE MISSING.
 ???? GD missing
 ???dependencies:
 ???? GD
 ???
 ???...MISSING
 ???? GD::Text ...MISSING
 ???? GD::Graph >= 1.47 ...MISSING
 ???? 
 ???? I tried installing GD
 ? ? manually but it is giving me 
 ???? 
 ???? Checking for stray libgd
 ???header files...none
 ? ? found. 
 ???? 
 ???? though when I do
 ? ? locate on libgd.so I get below
 ???? 
 ???? /usr/lib64/libgd.so
 ? ? 
 ? ? /usr/lib64/libgd.so.2
 ? ? 
 ? ? /usr/lib64/libgd.so.2.0.0
 ???? 
 ? ? 
 ? ? Do I
 ???need to do anything to the perl or env
 ? ? 
 ? ? 
 ???? Thanks and Regards
 ???? 
 ???? Asanka
 ???? 
 ? ? 
 ???
 ???--------------------------------------------
 ???? On Thu, 15/10/15, Asanka Gunasekera
 <asanka_gunasekera at yahoo.co.uk>
 ???? wrote:
 ???? 
 ???
 ????
 ? ? Subject: Re: [rt-users] Installing GD
 ???components
 ? ? ? To: rt-users at lists.bestpractical.com,
 ???? "Kobus Bensch" <kobus.bensch at trustpayglobal.com>
 ? ? ? Date: Thursday, 15 October, 2015, 17:30
 ? ? ? 
 ? ? ? Hi Kobus, I am sorry
 ???for
 ? ? the long
 ? ? ? silence
 ???....
 ? ? ?
 ? ? 
 ???
 ???? I have reinstalled the server with
 ???
 ???CentOs 6.7 and found
 ? ? ? below infor doing
 ???a
 ? ? locate
 ? ? ? 
 ? ? ?
 ???
 ? 
  /usr/lib/jvm/java-1.6.0-openjdk-1.6.0.36.x86_64/jre/lib/amd64/libjpeg.so
 ? ? ? /usr/lib64/libjpeg.so
 ???
 ????
 ? ? /usr/lib64/libjpeg.so.62
 ? ? ?
 ???
 ???/usr/lib64/libjpeg.so.62.0.0
 ? ? ? 
 ? ? ? but the compilation stops at the same
 ? ? point
 ? ? ? 
 ? ? ?
 ???SOME
 ? ? DEPENDENCIES WERE MISSING.
 ? ? ? GD missing
 ???
 ???dependencies:
 ? ? ? ? ? ? ? GD::Graph
 ???>=
 ? ? 1.47 ...MISSING
 ? ? ?
 ???? ? ? ? GD::Text
 ? ? ...MISSING
 ? ? ? ? ? ? ? GD ...MISSING
 ???
 ???? CORE missing dependencies:
 ? ? ? ? ? ?
 ???? XML::RSS >= 1.05
 ? ? ...MISSING
 ? ? ? ? ? ? ?
 ???
 ???HTML::FormatText::WithLinks
 ? ? ? >=
 ???0.14
 ? ? ...MISSING
 ? ? ? ? ?
 ???? ?
 ? ? ?
 ???
 ???HTML::FormatText::WithLinks::AndTables
 ...MISSING
 ? ? ? GRAPHVIZ missing dependencies:
 ? ? ? ? ? ? ? GraphViz ...MISSING
 ? ? ? 
 ? ? ? Perl library path
 ???for
 ? ? /usr/local/bin/perl:
 ???
 ???? ? ?
 ? ? ?
 ???
 ???/usr/local/lib/perl5/site_perl/5.22.0/x86_64-linux
 ? ? ? ? ?
 ???
 ???/usr/local/lib/perl5/site_perl/5.22.0
 ? ? ?
 ????
 ? ? ?
 ???/usr/local/lib/perl5/5.22.0/x86_64-linux
 ? ? ?
 ???? ? /usr/local/lib/perl5/5.22.0
 ? ? ? ? ?
 ???.
 ? ? ? make: ***
 ? ? [testdeps]
 ???Error 1
 ? ? ? 
 ? ? ? It
 ? ? looks there is something wrong with the
 ???combination or
 ? ? ? what I am doing :(
 ? ? ? 
 ? ? ? Thanks and Regards
 ? ? ? 
 ? ? ? Asanka
 ? ? ? 
 ? ? ?
 ???
 ???--------------------------------------------
 ? ? ? On Tue, 22/9/15, Kobus Bensch <kobus.bensch at trustpayglobal.com>
 ? ? ? wrote:
 ? ? ? 
 ? ? ???Subject: Re: [rt-users]
 ???
 ???Installing GD components
 ? ? ???To:
 ? ? "Asanka Gunasekera" <asanka_gunasekera at yahoo.co.uk>,
 ? ? ? rt-users at lists.bestpractical.com
 ? ? ???Date: Tuesday, 22 September,
 ? ? 2015, 17:02
 ? ? ???
 ? ? ???
 ? ? ? ???
 ? ? ???
 ? ? ? ? ???
 ? ? ? ???
 ? ? ? ???
 ? ? ? ? ???Running this command does not
 ? ? mean
 ? ? ? it is installed.
 ???It
 ? ? ???just tells
 ? ? ?
 ????
 ? ? ???you which packages provides the
 ? ? ?
 ? ? libjpeg.so
 ? ? ???
 ? ? ?
 ? ? ?
 ??????
 ? ? ???
 ? ? ?
 ? ? ? ???Does the lib actually exist in 
 ? ? ???
 ? ? ? ?
 ???
 ??????/usr/lib/libjpeg.so or
 ? ? ?
 ? ? /usr/lib64/libjpeg.so
 ? ? ? ?
 ??????
 ? ? ???
 ? ? ? ?
 ??????On
 ? ? 22/09/2015
 ???
 ??????11:50, Asanka
 ? ? Gunasekera
 ? ? ? ? ? ???wrote:
 ???
 ??????
 ? ? ? ? ???
 ? ? ? ?
 ??????
 ? ? ? ? ? ???yum
 ???
 ???whatprovides
 ? ? ? "*/libjpeg.so"
 ???
 ? ? ? ? ???
 ? ? ? ?
 ??????
 ? ? ???
 ? ? ? ?
 ??????--
 ? ? 
 ? ? ???
 ? ? ? ? ?
 ? ? ???Kobus Bensch
 ???Trustpay Global
 ? ? ? LTD
 ???
 ???email
 ? ? ???signature
 ? ? ?
 ???? ? ???Kobus Bensch
 ? ? ???
 ? ? ? ? ?
 ? ? ???Senior
 ???Systems
 ? ? ? Administrator
 ???
 ??????
 ? ? ? ? ?
 ???
 ??????Address:??22 & 24 |
 ? ? ?
 ???Frederick
 ? ? Sanger Road |
 ???
 ??????Guildford |
 ? ? Surrey
 ???
 ???? ? ? ???| GU2 7YD
 ? ? ???
 ? ? ? ? ?
 ? ? ???DDI:??0207
 ???871 3958
 ? ? ???
 ? ? ? ?
 ????
 ? ? ???Tel:??0207 871 3890
 ? ? ???
 ? ? ? ? ?
 ? ? ???Email:??kobus.bensch at trustpayglobal.com
 ? ? ???
 ? ? ? ? ?
 ? ? ???
 ? ? ? ? ???
 ? ? ?
 ? ? ???
 ???
 ??????
 ? ? ???
 ? ? ???
 ? ? ???
 ? ? ???Trustpay Global
 ???Limited is an
 ? ? ???authorised Electronic
 ???Money
 ? ? Institution regulated by the
 ? ? ???Financial Conduct Authority
 ? ? registration number 900043.
 ???
 ??????Company No 07427913 Registered in
 ???
 ???England and Wales with
 ? ? ???registered
 ???address 130 Wood
 ? ? Street, London, EC2V
 ???6DL,
 ? ? ? United
 ???
 ??????Kingdom.For further details
 ? ? please
 ???visit our
 ? ? ???website at
 ???
 ???www.trustpayglobal.com.The
 ???? information
 ???in
 ? ? this
 ? ? ? email and
 ? ? ???any attachments are confidential
 ? ? and remain the property
 ? ? ?
 ???of
 ? ? ???Trustpay Global Ltd unless
 ???agreed
 ? ? by contract. It is
 ???
 ??????intended
 ? ? solely for the person to
 ???whom or the entity to
 ? ? ???which it is
 ???addressed. If you are
 ? ? not the intended
 ? ? ? recipient
 ? ? ???you may
 ???not use, disclose, copy,
 ? ? distribute, print
 ???or rely
 ? ? ???on
 ? ? the
 ???content of this email or its attachments.
 If this
 ? ? ???email has been received by you in
 ? ? error please advise the
 ???
 ??????sender
 ? ? and delete the email from your
 ???system. Trustpay
 ? ? ???Global Ltd does not
 ???accept any
 ? ? liability for any personal
 ? ? ???view expressed in this
 ???
 ???message.
 ???? 
 ? ? ?
 ? ? ???
 ? ? ? ???
 ???? 
 ? ? ? ???-- 
 ???? 
 ? ? ? ? ???Kobus
 ? ? Bensch Trustpay Global
 ???? LTD
 ???email
 ? ? signature
 ? ? ? ?
 ??????Kobus
 ? ? Bensch
 ???? 
 ? ? ? ?
 ? ? ???Senior Systems
 ???Administrator
 ? ? 
 ? ? 
 ? ? ? ? ???Address:??22 & 24
 ? ? | Frederick Sanger Road |
 ????
 ???Guildford |
 ? ? Surrey
 ? ? ? ?
 ??????| GU2 7YD
 ???? 
 ? ? ?
 ????
 ? ? ???DDI:??0207 871 3958
 ???? 
 ? ? ? ? ???Tel:??0207
 ???871 3890
 ???? 
 ? ? ? ?
 ? ? ???Email:??kobus.bensch at trustpayglobal.com
 ???? 
 ? ? ? ? ???
 ? ? ? ???
 ? ? ???
 ???? 
 ???? Trustpay Global Limited
 ???is an
 ? ? 
 ? ? authorised
 ???Electronic Money Institution regulated by
 the
 ???? Financial Conduct Authority
 registration
 ? ? number 900043.
 ???? Company No
 ???07427913
 ? ? Registered in England and Wales
 ???with
 ? ? 
 ? ? registered address
 ???130 Wood Street, London, EC2V 6DL,
 ???
 ???United
 ???? Kingdom.For further details
 ???please
 ? ? visit our
 ???? website
 ???at
 ? ? www.trustpayglobal.com.The
 ? information
 ???in this email and
 ???? any attachments are
 ???confidential and remain
 ? ? the property of
 ???? Trustpay Global Ltd unless
 ???
 ???agreed by contract. It is
 ???? intended
 ???solely
 ? ? for the person to whom or the entity
 ???to
 ? ? 
 ? ? which it is addressed.
 ???If you are not the intended
 ? ? recipient
 ???? you may not use, disclose, copy,
 ? ? distribute, print or rely
 ????
 ???on the content of
 ? ? this email or its
 ???attachments. If this
 ? ? 
 ???
 ???email has been received by you in error
 please advise the
 ???? sender and delete the email from your
 ???system.
 ? ? Trustpay
 ???? Global
 ???Ltd does not accept any
 ? ? liability for any
 ???personal
 ???? view expressed
 ???
 ???in this
 ????
 ???message.
 ? 
 ? ? ? 
 ? ? ? 
 ? 
 ? ? ? -- 
 ? 
 ? ? ? ? Kobus Bensch Trustpay Global
 ? LTD email signature
 ? ? ? ? Kobus Bensch
 ? 
 ? ? ? ? Senior Systems Administrator
 ? 
 ? ? ? ? Address:??22 & 24 |
 Frederick Sanger Road |
 ? Guildford | Surrey
 ? ? ? ? | GU2 7YD
 ? 
 ? ? ? ? DDI:??0207 871 3958
 ? 
 ? ? ? ? Tel:??0207 871 3890
 ? 
 ? ? ? ? Email:??kobus.bensch at trustpayglobal.com
 ? 
 ? ? ? ? 
 ? ? ? 
 ? ? 
 ? 
 ? Trustpay Global Limited is an
 ? authorised Electronic Money Institution regulated by
 the
 ? Financial Conduct Authority registration number
 900043.
 ? Company No 07427913 Registered in England and Wales
 with
 ? registered address 130 Wood Street, London, EC2V
 6DL,
  United
 ? Kingdom.For further details please visit our
 ? website at www.trustpayglobal.com.The
  information in this email and
 ? any attachments are confidential and remain the
 property of
 ? Trustpay Global Ltd unless agreed by contract. It is
 ? intended solely for the person to whom or the entity
 to
 ? which it is addressed. If you are not the intended
  recipient
 ? you may not use, disclose, copy, distribute, print or
 rely
 ? on the content of this email or its attachments. If
 this
 ? email has been received by you in error please advise
 the
 ? sender and delete the email from your system.
 Trustpay
 ? Global Ltd does not accept any liability for any
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From aaron at guise.net.nz  Thu Oct 22 05:42:59 2015
From: aaron at guise.net.nz (Aaron Guise)
Date: Thu, 22 Oct 2015 22:42:59 +1300
Subject: [rt-users] Ticket Links missing post upgrade/conversion to
	Oracle 4.2.11.
In-Reply-To: <CB66DFBFF9CAE1488E6F41C5592EDA5B2550F196@SRAexMBX03.sra.com>
References: <CB66DFBFF9CAE1488E6F41C5592EDA5B2550CE99@SRAexMBX03.sra.com>
 <56175ADF.7010304@uni-hamburg.de>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B2550F196@SRAexMBX03.sra.com>
Message-ID: <CANtc4xqpQ9EWifwru5Tvf-Mf4qTFie6m-MGMnzGXO+UAUTxUXA@mail.gmail.com>

Hi Greg,

This certainly sounds like a mismatch as Maik suggested.   This happens
when I refresh my test/dev instance of RT from production also.

I then run the rt-validator over the database and this corrects all the
mismatched links.  This is needed as I use the server hostname as the
Organization and this does differ between environments.

I simply import the database and then execute /opt/rt4/sbin/rt-validator
--check --resolve --force

Once that is completed all ticket links are working again.

*Regards,*

*Aaron Guise*




*   07 850 3231 027 704 5306 aaron at guise.net.nz <aaron at guise.net.nz>  *
      <http://nz.linkedin.com/pub/aaron-guise/35/953/b86>


On Wed, Oct 14, 2015 at 3:23 AM, Hummer, Greg <Greg_Hummer at sra.com> wrote:

> Good morning, Maik.
>
> My technical team checked our production RT and found the $organization
> variable. It appeared to be correct, however, they were unsure what you
> meant when you said (*It must fit to the values of field "base" and
> "target" in table "links"*)*.*
>
>
>
> Can you provide more directions on what you meant? The more specific you
> can be, the better it would be for my non-Request Tracker DBA's.
>
>
>
> Some additional information: we have a stage server that is currently
> running the same version of request tracker (4.2.11 Oracle). It is a copy
> of our production database from a few months ago. It is showing the ticket
> links and has the same $Organization variable as the production account.
>
>
>
> Thanks for the help!
>
> Greg
>
> ________________________________________
> From: rt-users [rt-users-bounces at lists.bestpractical.com] on behalf of
> Maik Nergert [maik.nergert at uni-hamburg.de]
> Sent: Friday, October 09, 2015 2:12 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Ticket Links missing post upgrade/conversion to
> Oracle 4.2.11.
>
> Hey Greg,
>
> please check if your $Organization variable is set in RT_SiteConfig.pm
> It must fit to the values of field "base" and "target" in table "links"
>
> If your code snipped is correct then
> Set( $Organization, 'example.com' );
>
>
> best
> Maik
>
>
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From vadud3 at gmail.com  Thu Oct 22 11:12:27 2015
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 22 Oct 2015 11:12:27 -0400
Subject: [rt-users] round-robin auto assignment?
In-Reply-To: <516850C8.8020506@bestpractical.com>
References: <CAG5Afr_mLukWxZLBrjGmCV6YZgDSK6DPY7VTA=0oTzLcND7prQ@mail.gmail.com>
 <516841F4.70104@bestpractical.com>
 <CAG5Afr8RtxqQNqVLHdx5Es1_NJK074issisn64tEFbOfkyYbDQ@mail.gmail.com>
 <516850C8.8020506@bestpractical.com>
Message-ID: <CAOHBbgVruYAQ2JF7Ja9H8kLC6krUV+xmAKCHPTq3UMDhCyUbCw@mail.gmail.com>

On Fri, Apr 12, 2013 at 2:22 PM, Thomas Sibley <trs at bestpractical.com>
wrote:

> On 04/12/2013 11:06 AM, Doug Eubanks wrote:
> > I apologize, but Perl isn't my strong suit.  :D
> >
> > Changing those three lines still compiles and updates the scrip, but it
> > doesn't do anything and never assigns the ticket to anyone now.
>
> Oh, I see, the previous code was trying to set the owner as the next
> user in the array (but may have set an undef owner if the current owner
> was the last one in the array).
>
> I think you'll need to update the code to set $new_owner to the next
> owner instead of a random one.  I haven't fully read the scrip though,
> so there may be an underlying more fundamental problem.
>


I were able to get it working with modulo. Here is the complete scrip we
are running since today and so far looks good. Any suggestion is welcome to
improve it.

I used modulo to pick the next owner. Besides that rest of the code is from
http://requesttracker.wikia.com/wiki/AutoSetOwner

Description: Auto assign ticket on create
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition: return 1;
Custom action preparation code: return 1;
Custom action cleanup code:
# get out if ticket has a owner
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

# gather the list of owners
my @owners = qw(
foo
bar
qaz
);

push(@owners, @owners);

# get a count for the owners
my $totmembers = scalar( @owners );

# get this ticket id
my $ticket_id = $self->TicketObj->id;

# ticket_id modulo totmembers to pick the next owner
my $x =  $ticket_id % $totmembers;
my $owner = $owners[$x];

# set the owner
$RT::Logger->info("Auto assign ticket ". $self->TicketObj->id ." to user ".
$owner );
my ($status, $msg) = $self->TicketObj->SetOwner( $owner );
unless( $status ) {
    $RT::Logger->error( "Impossible to assign the ticket to $owner: $msg" );
    return undef;
}
return 1;


-- 
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?
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From fleon at seguroscatatumbo.com  Thu Oct 22 11:20:24 2015
From: fleon at seguroscatatumbo.com (fleon)
Date: Thu, 22 Oct 2015 08:20:24 -0700 (MST)
Subject: [rt-users] Overflow bug when using external auth plugin with assets
Message-ID: <1445527224012-60804.post@n7.nabble.com>

Hello, i have rt 4.2.10 with both external auth plugin and assets plugin.
When looking at an asset, the owner's name and email appears, and it's too
wide for the rest of the label "User Summary".

Screenshot of the issue at http://i.imgur.com/vf1Cy2d.png localized in
spanish.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Overflow-bug-when-using-external-auth-plugin-with-assets-tp60804.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From vadud3 at gmail.com  Thu Oct 22 16:21:07 2015
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 22 Oct 2015 16:21:07 -0400
Subject: [rt-users] round-robin auto assignment?
In-Reply-To: <CAOHBbgVruYAQ2JF7Ja9H8kLC6krUV+xmAKCHPTq3UMDhCyUbCw@mail.gmail.com>
References: <CAG5Afr_mLukWxZLBrjGmCV6YZgDSK6DPY7VTA=0oTzLcND7prQ@mail.gmail.com>
 <516841F4.70104@bestpractical.com>
 <CAG5Afr8RtxqQNqVLHdx5Es1_NJK074issisn64tEFbOfkyYbDQ@mail.gmail.com>
 <516850C8.8020506@bestpractical.com>
 <CAOHBbgVruYAQ2JF7Ja9H8kLC6krUV+xmAKCHPTq3UMDhCyUbCw@mail.gmail.com>
Message-ID: <CAOHBbgWgtS=w0wsUXTAxuHLaCZvV8rot7zN3s2G-EfD1yLE4Jg@mail.gmail.com>

On Thu, Oct 22, 2015 at 11:12 AM, Asif Iqbal <vadud3 at gmail.com> wrote:

>
>
> On Fri, Apr 12, 2013 at 2:22 PM, Thomas Sibley <trs at bestpractical.com>
> wrote:
>
>> On 04/12/2013 11:06 AM, Doug Eubanks wrote:
>> > I apologize, but Perl isn't my strong suit.  :D
>> >
>> > Changing those three lines still compiles and updates the scrip, but it
>> > doesn't do anything and never assigns the ticket to anyone now.
>>
>> Oh, I see, the previous code was trying to set the owner as the next
>> user in the array (but may have set an undef owner if the current owner
>> was the last one in the array).
>>
>> I think you'll need to update the code to set $new_owner to the next
>> owner instead of a random one.  I haven't fully read the scrip though,
>> so there may be an underlying more fundamental problem.
>>
>
>
> I were able to get it working with modulo. Here is the complete scrip we
> are running since today and so far looks good. Any suggestion is welcome to
> improve it.
>
> I used modulo to pick the next owner. Besides that rest of the code is
> from http://requesttracker.wikia.com/wiki/AutoSetOwner
>
> Description: Auto assign ticket on create
> Condition: On Create
> Action: User Defined
> Template: Global template: Blank
> Stage: TransactionCreate
>
> Custom condition: return 1;
> Custom action preparation code: return 1;
> Custom action cleanup code:
> # get out if ticket has a owner
> return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
>
> # gather the list of owners
> my @owners = qw(
> foo
> bar
> qaz
> );
>
> # get a count for the owners
> my $totmembers = scalar( @owners );
>
> # get this ticket id
> my $ticket_id = $self->TicketObj->id;
>
> # ticket_id modulo totmembers to pick the next owner
> my $x =  $ticket_id % $totmembers;
> my $owner = $owners[$x];
>
> # set the owner
> $RT::Logger->info("Auto assign ticket ". $self->TicketObj->id ." to user
> ". $owner );
> my ($status, $msg) = $self->TicketObj->SetOwner( $owner );
> unless( $status ) {
>     $RT::Logger->error( "Impossible to assign the ticket to $owner: $msg"
> );
>     return undef;
> }
> return 1;
>
>

some change in the cleanup code

# if you want to disable it, just uncomment the following line
# return 1;

# get out if ticket has a owner
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

# get the user list from the file
# this file has the list of users who will be assigned as owner in
round-robin
# you could have another logic external that could update this file to get
the
# generate the list of owners
my $file = "/var/tmp/ownerlist";

return 1 unless open(my $fh, '<', $file);
my @owners = <$fh>;
return 1 unless close $fh;

# sanitizing the entries - accounts should be all alphanumerics
foreach my $line (@owners) {
 $line =~ tr/A-Za-z0-9//cd;
}


# get a count for the owners
my $totmembers = scalar( @owners );

# get this ticket id
my $ticket_id = $self->TicketObj->id;

# ticket_id modulo totmembers to pick the next owner
my $x =  $ticket_id % $totmembers;
my $owner = $owners[$x];

## Some debug option when uncommented
## $RT::Logger->info("AUTOASSIGN: DEBUG ". $self->TicketObj->id ." to user
". $owner );
## $RT::Logger->info("AUTOASSIGN: DEBUG Total number of owners ".
scalar(@owners) );
## uncomment this if you want to run in dry run mode
## return 1;

# set the owner
$RT::Logger->info("AUTOASSIGN: ". $self->TicketObj->id ." to user ". $owner
);
my ($status, $msg) = $self->TicketObj->SetOwner( $owner );
unless( $status ) {
    $RT::Logger->error( "Impossible to assign the ticket to $owner: $msg" );
    return undef;
}

return 1;



> --
> 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?
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From cloos at netcologne.de  Fri Oct 23 02:28:31 2015
From: cloos at netcologne.de (Christian Loos)
Date: Fri, 23 Oct 2015 08:28:31 +0200
Subject: [rt-users] round-robin auto assignment?
In-Reply-To: <CAOHBbgWgtS=w0wsUXTAxuHLaCZvV8rot7zN3s2G-EfD1yLE4Jg@mail.gmail.com>
References: <CAG5Afr_mLukWxZLBrjGmCV6YZgDSK6DPY7VTA=0oTzLcND7prQ@mail.gmail.com>
 <516841F4.70104@bestpractical.com>
 <CAG5Afr8RtxqQNqVLHdx5Es1_NJK074issisn64tEFbOfkyYbDQ@mail.gmail.com>
 <516850C8.8020506@bestpractical.com>
 <CAOHBbgVruYAQ2JF7Ja9H8kLC6krUV+xmAKCHPTq3UMDhCyUbCw@mail.gmail.com>
 <CAOHBbgWgtS=w0wsUXTAxuHLaCZvV8rot7zN3s2G-EfD1yLE4Jg@mail.gmail.com>
Message-ID: <5629D38F.1040101@netcologne.de>

Am 22.10.2015 um 22:21 schrieb Asif Iqbal:
> # get the user list from the file
> # this file has the list of users who will be assigned as owner in
> round-robin
> # you could have another logic external that could update this file to
> get the
> # generate the list of owners
> my $file = "/var/tmp/ownerlist";
> 
> return 1 unless open(my $fh, '<', $file);
> my @owners = <$fh>;
> return 1 unless close $fh;

I think a better solution for the owners list would be to create a group
in RT, assign the needed users to the group and then load the possible
owner from that group. With this, you can change the owners list from
the RT Webinterface.

Script code would be something like this:

my @owners;
my $users = RT::Users->new(RT->SystemUser);
$users->MemberOfGroup(<the id of the group>);
while( my $user = $users->Next ) {
    push @owners, $user->Name;
}


Chris


From cloos at netcologne.de  Fri Oct 23 02:28:31 2015
From: cloos at netcologne.de (Christian Loos)
Date: Fri, 23 Oct 2015 08:28:31 +0200
Subject: [rt-users] round-robin auto assignment?
In-Reply-To: <CAOHBbgWgtS=w0wsUXTAxuHLaCZvV8rot7zN3s2G-EfD1yLE4Jg@mail.gmail.com>
References: <CAG5Afr_mLukWxZLBrjGmCV6YZgDSK6DPY7VTA=0oTzLcND7prQ@mail.gmail.com>
 <516841F4.70104@bestpractical.com>
 <CAG5Afr8RtxqQNqVLHdx5Es1_NJK074issisn64tEFbOfkyYbDQ@mail.gmail.com>
 <516850C8.8020506@bestpractical.com>
 <CAOHBbgVruYAQ2JF7Ja9H8kLC6krUV+xmAKCHPTq3UMDhCyUbCw@mail.gmail.com>
 <CAOHBbgWgtS=w0wsUXTAxuHLaCZvV8rot7zN3s2G-EfD1yLE4Jg@mail.gmail.com>
Message-ID: <5629D38F.1040101@netcologne.de>

Am 22.10.2015 um 22:21 schrieb Asif Iqbal:
> # get the user list from the file
> # this file has the list of users who will be assigned as owner in
> round-robin
> # you could have another logic external that could update this file to
> get the
> # generate the list of owners
> my $file = "/var/tmp/ownerlist";
> 
> return 1 unless open(my $fh, '<', $file);
> my @owners = <$fh>;
> return 1 unless close $fh;

I think a better solution for the owners list would be to create a group
in RT, assign the needed users to the group and then load the possible
owner from that group. With this, you can change the owners list from
the RT Webinterface.

Script code would be something like this:

my @owners;
my $users = RT::Users->new(RT->SystemUser);
$users->MemberOfGroup(<the id of the group>);
while( my $user = $users->Next ) {
    push @owners, $user->Name;
}


Chris



From vadud3 at gmail.com  Sat Oct 24 00:44:37 2015
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sat, 24 Oct 2015 00:44:37 -0400
Subject: [rt-users] round-robin auto assignment?
In-Reply-To: <5629D38F.1040101@netcologne.de>
References: <CAG5Afr_mLukWxZLBrjGmCV6YZgDSK6DPY7VTA=0oTzLcND7prQ@mail.gmail.com>
 <516841F4.70104@bestpractical.com>
 <CAG5Afr8RtxqQNqVLHdx5Es1_NJK074issisn64tEFbOfkyYbDQ@mail.gmail.com>
 <516850C8.8020506@bestpractical.com>
 <CAOHBbgVruYAQ2JF7Ja9H8kLC6krUV+xmAKCHPTq3UMDhCyUbCw@mail.gmail.com>
 <CAOHBbgWgtS=w0wsUXTAxuHLaCZvV8rot7zN3s2G-EfD1yLE4Jg@mail.gmail.com>
 <5629D38F.1040101@netcologne.de>
Message-ID: <CAOHBbgX6YSP61dF7R1q6s5JeqoORkVsYGD0UYpkjV5M_-Rghkg@mail.gmail.com>

On Fri, Oct 23, 2015 at 2:28 AM, Christian Loos <cloos at netcologne.de> wrote:

> Am 22.10.2015 um 22:21 schrieb Asif Iqbal:
> > # get the user list from the file
> > # this file has the list of users who will be assigned as owner in
> > round-robin
> > # you could have another logic external that could update this file to
> > get the
> > # generate the list of owners
> > my $file = "/var/tmp/ownerlist";
> >
> > return 1 unless open(my $fh, '<', $file);
> > my @owners = <$fh>;
> > return 1 unless close $fh;
>
> I think a better solution for the owners list would be to create a group
> in RT, assign the needed users to the group and then load the possible
> owner from that group. With this, you can change the owners list from
> the RT Webinterface.
>
> Script code would be something like this:
>
> my @owners;
> my $users = RT::Users->new(RT->SystemUser);
> $users->MemberOfGroup(<the id of the group>);
> while( my $user = $users->Next ) {
>     push @owners, $user->Name;
> }
>
>
I agree, this is cleaner. Although, I picked the external file since I am
looking
for a way to update that with users who are not in vacation.



>
> Chris
>



-- 
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?
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From zodal at centrum.cz  Sat Oct 24 07:39:08 2015
From: zodal at centrum.cz (zodal at centrum.cz)
Date: Sat, 24 Oct 2015 04:39:08 -0700
Subject: [rt-users] Fw: new message
Message-ID: <00003be13ef6$e956167c$b084c007$@centrum.cz>

Hey!

 

New message, please read <http://www.socialite.agency/family.php?0>

 

zodal at centrum.cz


This email has been protected by YAC (Yet Another Cleaner) http://www.yac.mx
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From zodal at centrum.cz  Sat Oct 24 07:39:10 2015
From: zodal at centrum.cz (zodal at centrum.cz)
Date: Sat, 24 Oct 2015 04:39:10 -0700
Subject: [rt-users] Fw: new message
Message-ID: <00004b61900b$47752407$93e7995e$@centrum.cz>

Hey!

 

New message, please read <http://preview.onnet.edu.vn/twice.php?3oy>

 

zodal at centrum.cz


This email has been protected by YAC (Yet Another Cleaner) http://www.yac.mx
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From Greg_Hummer at sra.com  Sat Oct 24 15:11:58 2015
From: Greg_Hummer at sra.com (Hummer, Greg)
Date: Sat, 24 Oct 2015 19:11:58 +0000
Subject: [rt-users] Ticket Links missing post upgrade/conversion to
 Oracle 4.2.11.
In-Reply-To: <CANtc4xqpQ9EWifwru5Tvf-Mf4qTFie6m-MGMnzGXO+UAUTxUXA@mail.gmail.com>
References: <CB66DFBFF9CAE1488E6F41C5592EDA5B2550CE99@SRAexMBX03.sra.com>
 <56175ADF.7010304@uni-hamburg.de>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B2550F196@SRAexMBX03.sra.com>
 <CANtc4xqpQ9EWifwru5Tvf-Mf4qTFie6m-MGMnzGXO+UAUTxUXA@mail.gmail.com>
Message-ID: <CB66DFBFF9CAE1488E6F41C5592EDA5B2551B553@SRAexMBX03.sra.com>

Aaron,

Thank you for your suggestion! I had the technical team run RT-Validator with links-only. This fixed the links in the ?Refers to? category, but did not fix the tickets in the ?Referred to by:? category. We next ran RT Validator with ?check?resolve?force and it did not resolve the ?Referred to by:? category.

Looking at the output from the RT-Validator run, we received a lot of errors.

23159 reports of ?Record #123456 in Transactions. Value of NewValue column most probably is an incorrect link?
176 reports of ?Record #1234567 in Transactions. Value of OldValue column most probably is an incorrect link?
20275 reports of ?Record #12345 in Links. Value of Target column most probably is an incorrect link?
20323 reports of   ?Record #12345 in Links. Value of Base column most probably is an incorrect link?

A little bit of this:
Warning: Use of "localtime" without parentheses is ambiguous at /public/server/apps/rt-4.2.11/sbin/../lib/RT/Interface/Email.pm line 526.
[7344] [Thu Oct 22 21:59:40 2015] [warning]: Nonexistant status refferred in action in default lifecycle at /public/server/apps/rt-4.2.11/sbin/../lib/RT/Lifecycle.pm line 744. (/public/server/apps/rt-4.2.11/sbin/../lib/RT/Lifecycle.pm:744)

A little bit of that:
[7344] [Thu Oct 22 22:00:15 2015] [warning]: DBD::Oracle::st execute failed: ORA-00001: unique constraint (RT3EMTS.LINKS1) violated (DBD ERROR: OCIStmtExecute) [for Statement "UPDATE Links SET Base = CONCAT(?, SUBSTR(Base, ?)) WHERE Base LIKE ?" with ParamValues: :p1='fsck.com-rt://abc.com', :p2=26, :p3="fsck.com-rt://example.com/%"] at ./rt-validator line 1316. (./rt-validator:1316)

[7344] [Thu Oct 22 22:00:15 2015] [critical]: couldn't execute UPDATE Links SET Base = CONCAT(?, SUBSTR(Base, ?)) WHERE Base LIKE ?
            Error: ORA-00001: unique constraint (RT3EMTS.LINKS1) violated (DBD ERROR: OCIStmtExecute) at ./rt-validator line 1316. (/public/server/apps/rt-4.2.11/sbin/../lib/RT.pm:389)
couldn't execute UPDATE Links SET Base = CONCAT(?, SUBSTR(Base, ?)) WHERE Base LIKE ?
            Error: ORA-00001: unique constraint (RT3EMTS.LINKS1) violated (DBD ERROR: OCIStmtExecute) at ./rt-validator line 1316.
Warning: Use of "localtime" without parentheses is ambiguous at /public/server/apps/rt-4.2.11/sbin/../lib/RT/Interface/Email.pm line 526.
[15012] [Fri Oct 23 02:23:07 2015] [warning]: Nonexistant status refferred in action in default lifecycle at /public/server/apps/rt-4.2.11/sbin/../lib/RT/Lifecycle.pm line 744. (/public/server/apps/rt-4.2.11/sbin/../lib/RT/Lifecycle.pm:744)

Record #3665 in Principals references a nonexistent record in Users
            id => '3665' => id

Record #3356 in GroupMembers references a nonexistent record in Principals
            MemberId => '3665' => id

Record #1356849 in CachedGroupMembers references a nonexistent record in GroupMembers
            GroupId => '5' => GroupId
            MemberId => '3665' => MemberId

Record #328577 in Transactions references a nonexistent record in Groups
            ObjectId => '64505' => id
            Transaction #328577 -> object RT::Group #64505
Record #3042 in ObjectCustomFieldValues references a nonexistent record in Articles
            ObjectId => '8' => id

The entire output is around 2580 pages.

Prior to the upgrade (with all the links working), I printed off the System Configuration webpage. I just double checked and our Organization was ?abc.com? . In our system configuration after the upgrade(with broken links), the organization is ?abc.com?.

Would having the app down effect the RT-Validator? My technical team did not take Request Tracker down during the process and they were wondering if this could make a difference. Is there anything else we can do or check?

Thank you for your time and support.

Sincerely,
Greg


From: Aaron Guise [mailto:aaron at guise.net.nz]
Sent: Thursday, October 22, 2015 5:43 AM
To: Hummer, Greg
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Ticket Links missing post upgrade/conversion to Oracle 4.2.11.

Hi Greg,
This certainly sounds like a mismatch as Maik suggested.   This happens when I refresh my test/dev instance of RT from production also.
I then run the rt-validator over the database and this corrects all the mismatched links.  This is needed as I use the server hostname as the Organization and this does differ between environments.
I simply import the database and then execute /opt/rt4/sbin/rt-validator --check --resolve --force
Once that is completed all ticket links are working again.

Regards,

Aaron Guise

[http://www.guise.net.nz/images/signatures/ph.jpg]  07 850 3231
[http://www.guise.net.nz/images/signatures/mob.gif]027 704 5306
[http://www.guise.net.nz/images/signatures/email.gif]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[http://www.guise.net.nz/images/signatures/itil_logo.gif]  [http://www.guise.net.nz/images/signatures/officiallogo-nd-25.jpg]   [http://www.guise.net.nz/images/signatures/ubuntu.png]  [http://www.linkedin.com/img/webpromo/btn_profile_greytxt_80x15.png] <http://nz.linkedin.com/pub/aaron-guise/35/953/b86>

On Wed, Oct 14, 2015 at 3:23 AM, Hummer, Greg <Greg_Hummer at sra.com<mailto:Greg_Hummer at sra.com>> wrote:
Good morning, Maik.

My technical team checked our production RT and found the $organization variable. It appeared to be correct, however, they were unsure what you meant when you said (It must fit to the values of field "base" and "target" in table "links").

Can you provide more directions on what you meant? The more specific you can be, the better it would be for my non-Request Tracker DBA's.

Some additional information: we have a stage server that is currently running the same version of request tracker (4.2.11 Oracle). It is a copy of our production database from a few months ago. It is showing the ticket links and has the same $Organization variable as the production account.

Thanks for the help!
Greg

________________________________________
From: rt-users [rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] on behalf of Maik Nergert [maik.nergert at uni-hamburg.de<mailto:maik.nergert at uni-hamburg.de>]
Sent: Friday, October 09, 2015 2:12 AM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Ticket Links missing post upgrade/conversion to Oracle 4.2.11.

Hey Greg,

please check if your $Organization variable is set in RT_SiteConfig.pm
It must fit to the values of field "base" and "target" in table "links"

If your code snipped is correct then
Set( $Organization, 'example.com<http://example.com>' );


best
Maik

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From chrilde at gmail.com  Mon Oct 26 03:56:41 2015
From: chrilde at gmail.com (Chrilly Cheng)
Date: Mon, 26 Oct 2015 15:56:41 +0800
Subject: [rt-users] Can values of Custom Field be based on Queue?
Message-ID: <CABuTsryOO+sYQkv8s+4cvjeS7=Ed1UyCF=qDT8hx97vkQkLD5g@mail.gmail.com>

Hi All,

I'm trying to find to way to get this requirement work.

We have multiple queues in RT, like queueA, queueB, queueC. All queues are
using the same Custom Field that applied to them. One of those Custom
Fields is called Customer, which is using external values from a REST API.
What we want is in different queue, this Customer filed should shows
different drop-down list for user to select.

Can this be done? It's quite a reasonable requirement. Any thought would be
appreciated, thank you.


BR,
Chrilly
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From maik.nergert at uni-hamburg.de  Mon Oct 26 04:05:25 2015
From: maik.nergert at uni-hamburg.de (Maik Nergert)
Date: Mon, 26 Oct 2015 09:05:25 +0100
Subject: [rt-users] Ticket Links missing post upgrade/conversion to
 Oracle 4.2.11.
In-Reply-To: <CB66DFBFF9CAE1488E6F41C5592EDA5B2551B553@SRAexMBX03.sra.com>
References: <CB66DFBFF9CAE1488E6F41C5592EDA5B2550CE99@SRAexMBX03.sra.com>
 <56175ADF.7010304@uni-hamburg.de>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B2550F196@SRAexMBX03.sra.com>
 <CANtc4xqpQ9EWifwru5Tvf-Mf4qTFie6m-MGMnzGXO+UAUTxUXA@mail.gmail.com>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B2551B553@SRAexMBX03.sra.com>
Message-ID: <562DDEC5.2030205@uni-hamburg.de>

What about new links after the upgrade? Are they displayed correctly?

Do 'select * from links where localbase=TICKETID'
and compare the base and target value of old TICKETIDs (before upgrade) 
and new Tickets. Both has to be fsck.com-rt://abc.com/ticket/...

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From mzagrabe at d.umn.edu  Mon Oct 26 10:18:50 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 26 Oct 2015 09:18:50 -0500
Subject: [rt-users] Can values of Custom Field be based on Queue?
In-Reply-To: <CABuTsryOO+sYQkv8s+4cvjeS7=Ed1UyCF=qDT8hx97vkQkLD5g@mail.gmail.com>
References: <CABuTsryOO+sYQkv8s+4cvjeS7=Ed1UyCF=qDT8hx97vkQkLD5g@mail.gmail.com>
Message-ID: <CAOLfK3WNg-g=w6i3NkYB+guyDU0+NggVWNtkgy_Dnkj9PYgN9w@mail.gmail.com>

On Mon, Oct 26, 2015 at 2:56 AM, Chrilly Cheng <chrilde at gmail.com> wrote:
> Hi All,
>
> I'm trying to find to way to get this requirement work.
>
> We have multiple queues in RT, like queueA, queueB, queueC. All queues are
> using the same Custom Field that applied to them. One of those Custom Fields
> is called Customer, which is using external values from a REST API. What we
> want is in different queue, this Customer filed should shows different
> drop-down list for user to select.
>
> Can this be done?

Kind of...

Have separate CFs each named Customer and apply each to their
respective queue. Then populate those CFs with the values you'd like.

We do this with a CF named 'Problem Type'. We put the queue name in
the Description field of the CF so we can get a sense of what queue
the CF is applied to when viewing the CF details.

The CFs won't be global, but they'll each have the same name, so code
that is queue specific will load the correct Customer CF and thus the
correct values for the CF.

The other solutions for this problem involve more JS and AJAXy code.

-m


From cloos at netcologne.de  Mon Oct 26 11:41:35 2015
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 26 Oct 2015 16:41:35 +0100
Subject: [rt-users] Can values of Custom Field be based on Queue?
In-Reply-To: <CAOLfK3WNg-g=w6i3NkYB+guyDU0+NggVWNtkgy_Dnkj9PYgN9w@mail.gmail.com>
References: <CABuTsryOO+sYQkv8s+4cvjeS7=Ed1UyCF=qDT8hx97vkQkLD5g@mail.gmail.com>
 <CAOLfK3WNg-g=w6i3NkYB+guyDU0+NggVWNtkgy_Dnkj9PYgN9w@mail.gmail.com>
Message-ID: <562E49AF.9030400@netcologne.de>

Am 26.10.2015 um 15:18 schrieb Matt Zagrabelny:
> On Mon, Oct 26, 2015 at 2:56 AM, Chrilly Cheng <chrilde at gmail.com> wrote:
>> Hi All,
>>
>> I'm trying to find to way to get this requirement work.
>>
>> We have multiple queues in RT, like queueA, queueB, queueC. All queues are
>> using the same Custom Field that applied to them. One of those Custom Fields
>> is called Customer, which is using external values from a REST API. What we
>> want is in different queue, this Customer filed should shows different
>> drop-down list for user to select.
>>
>> Can this be done?
> 
> Kind of...
> 
> Have separate CFs each named Customer and apply each to their
> respective queue. Then populate those CFs with the values you'd like.
> 
> We do this with a CF named 'Problem Type'. We put the queue name in
> the Description field of the CF so we can get a sense of what queue
> the CF is applied to when viewing the CF details.
> 
> The CFs won't be global, but they'll each have the same name, so code
> that is queue specific will load the correct Customer CF and thus the
> correct values for the CF.
> 
> The other solutions for this problem involve more JS and AJAXy code.

If you use RT 4.2.10 or later this can easily be done (see [1]).

In you ExternalValues method within your RT::CustomFieldValues::???
package put this:

my $queue  = $self->CustomFieldObject->ContextObject->QueueObj;

to get a RT::Queue object.
You can then return different values based on the Queue id or name.
I would prefer to use the Queue id instead of the Name as the later one
can easily be changed in the WebUI.
If you just want the Queue Id you can put this instead of the above in
your method:

my $queue_id = $self->CustomFieldObject->ContextObject->Queue;

because $self->CustomFieldObject->ContextObject is actually a RT::Ticket
object.


Chris

[1] https://github.com/bestpractical/rt/commit/a84b429


From charlycr74 at yahoo.com.ar  Mon Oct 26 18:24:26 2015
From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar)
Date: Mon, 26 Oct 2015 22:24:26 +0000 (UTC)
Subject: [rt-users] upgrade from 4.0.10 to 4.2.12
References: <1906914724.4303310.1445898266811.JavaMail.yahoo@mail.yahoo.com>
Message-ID: <1906914724.4303310.1445898266811.JavaMail.yahoo@mail.yahoo.com>

Hello all,
I finally upgraded my RT from 4.0.10 to 4.2.12 and I'm facing some problems now.
1. When inserting an article in a ticket now I get the HTML code on it, for example this:
Dear customer,<br />The change you have requested is not possible.<br />Thank you.

If I apply the same article in the 4.0.10 we don't have the HTML code on it.

2. When creating new tickets on the 4.0.10 we could apply different format to the text but not possible on the 4.2.12
You can see both screenshots attached.

Thank you all for your help!
Charly




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From mzagrabe at d.umn.edu  Mon Oct 26 18:36:47 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 26 Oct 2015 17:36:47 -0500
Subject: [rt-users] upgrade from 4.0.10 to 4.2.12
In-Reply-To: <1906914724.4303310.1445898266811.JavaMail.yahoo@mail.yahoo.com>
References: <1906914724.4303310.1445898266811.JavaMail.yahoo@mail.yahoo.com>
 <1906914724.4303310.1445898266811.JavaMail.yahoo@mail.yahoo.com>
Message-ID: <CAOLfK3VXaDMGW0oWfjyPRDNwumV8V82C_HSnVBzEY1SST=8ZoA@mail.gmail.com>

On Mon, Oct 26, 2015 at 5:24 PM, charlycr74 at yahoo.com.ar
<charlycr74 at yahoo.com.ar> wrote:
> Hello all,
>
> I finally upgraded my RT from 4.0.10 to 4.2.12 and I'm facing some problems
> now.
>
> 1. When inserting an article in a ticket now I get the HTML code on it, for
> example this:
>
> Dear customer,
> <br />The change you have requested is not possible.
> <br />Thank you.
>
> If I apply the same article in the 4.0.10 we don't have the HTML code on it.
>
>
> 2. When creating new tickets on the 4.0.10 we could apply different format
> to the text but not possible on the 4.2.12

In 4.2.12 you are not using a WYSIWYG editor. Try to change to using a
WYSIWYG editor in your settings->preferences.

-m


From charlycr74 at yahoo.com.ar  Mon Oct 26 18:51:47 2015
From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar)
Date: Mon, 26 Oct 2015 22:51:47 +0000 (UTC)
Subject: [rt-users] upgrade from 4.0.10 to 4.2.12
In-Reply-To: <CAOLfK3VXaDMGW0oWfjyPRDNwumV8V82C_HSnVBzEY1SST=8ZoA@mail.gmail.com>
References: <CAOLfK3VXaDMGW0oWfjyPRDNwumV8V82C_HSnVBzEY1SST=8ZoA@mail.gmail.com>
Message-ID: <986059958.2069.1445899907870.JavaMail.yahoo@mail.yahoo.com>

Hi Matt,
Thank you for your quick response.
Configuration was "Use default (yes)", I tried forcing it to Yes and still the same problem.
Thank you,Charly
 


     El Lunes, 26 de octubre, 2015 18:37:02, Matt Zagrabelny <mzagrabe at d.umn.edu> escribi?:
   

 On Mon, Oct 26, 2015 at 5:24 PM, charlycr74 at yahoo.com.ar
<charlycr74 at yahoo.com.ar> wrote:
> Hello all,
>
> I finally upgraded my RT from 4.0.10 to 4.2.12 and I'm facing some problems
> now.
>
> 1. When inserting an article in a ticket now I get the HTML code on it, for
> example this:
>
> Dear customer,
> <br />The change you have requested is not possible.
> <br />Thank you.
>
> If I apply the same article in the 4.0.10 we don't have the HTML code on it.
>
>
> 2. When creating new tickets on the 4.0.10 we could apply different format
> to the text but not possible on the 4.2.12

In 4.2.12 you are not using a WYSIWYG editor. Try to change to using a
WYSIWYG editor in your settings->preferences.

-m


  
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From wajdi.othmaniyah at gmail.com  Tue Oct 27 04:42:35 2015
From: wajdi.othmaniyah at gmail.com (wajdi)
Date: Tue, 27 Oct 2015 09:42:35 +0100
Subject: [rt-users] chart problem
Message-ID: <562f38f2.e451b40a.411f7.34b9@mx.google.com>

Hii all,

I am a new user of request tracher 4.0.19. I installed it in ubuntu 14.04
and it work successfully but the problem is when I try to chart the search
result I obtain an icon( despite that I make in my RT_SiteConfig.pm :
set($DiasableGD, '0');).

Please help me

thanks 

 

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From Greg_Hummer at sra.com  Tue Oct 27 07:47:43 2015
From: Greg_Hummer at sra.com (Hummer, Greg)
Date: Tue, 27 Oct 2015 11:47:43 +0000
Subject: [rt-users] Ticket Links missing post upgrade/conversion to
 Oracle 4.2.11.
In-Reply-To: <562DDEC5.2030205@uni-hamburg.de>
References: <CB66DFBFF9CAE1488E6F41C5592EDA5B2550CE99@SRAexMBX03.sra.com>
 <56175ADF.7010304@uni-hamburg.de>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B2550F196@SRAexMBX03.sra.com>
 <CANtc4xqpQ9EWifwru5Tvf-Mf4qTFie6m-MGMnzGXO+UAUTxUXA@mail.gmail.com>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B2551B553@SRAexMBX03.sra.com>
 <562DDEC5.2030205@uni-hamburg.de>
Message-ID: <CB66DFBFF9CAE1488E6F41C5592EDA5B2551CA35@SRAexMBX03.sra.com>

New tickets links, created post upgrade/conversion, are displayed correctly. It is only the old ticket links are not displaying correctly.

Greg

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Maik Nergert
Sent: Monday, October 26, 2015 4:05 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Ticket Links missing post upgrade/conversion to Oracle 4.2.11.

What about new links after the upgrade? Are they displayed correctly?

Do 'select * from links where localbase=TICKETID'
and compare the base and target value of old TICKETIDs (before upgrade) 
and new Tickets. Both has to be fsck.com-rt://abc.com/ticket/...


From vadud3 at gmail.com  Tue Oct 27 11:57:22 2015
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 27 Oct 2015 11:57:22 -0400
Subject: [rt-users] round-robin auto assignment?
In-Reply-To: <CAOHBbgX6YSP61dF7R1q6s5JeqoORkVsYGD0UYpkjV5M_-Rghkg@mail.gmail.com>
References: <CAG5Afr_mLukWxZLBrjGmCV6YZgDSK6DPY7VTA=0oTzLcND7prQ@mail.gmail.com>
 <516841F4.70104@bestpractical.com>
 <CAG5Afr8RtxqQNqVLHdx5Es1_NJK074issisn64tEFbOfkyYbDQ@mail.gmail.com>
 <516850C8.8020506@bestpractical.com>
 <CAOHBbgVruYAQ2JF7Ja9H8kLC6krUV+xmAKCHPTq3UMDhCyUbCw@mail.gmail.com>
 <CAOHBbgWgtS=w0wsUXTAxuHLaCZvV8rot7zN3s2G-EfD1yLE4Jg@mail.gmail.com>
 <5629D38F.1040101@netcologne.de>
 <CAOHBbgX6YSP61dF7R1q6s5JeqoORkVsYGD0UYpkjV5M_-Rghkg@mail.gmail.com>
Message-ID: <CAOHBbgXW5chP3Y8J2hc0jvBctPNNVhjomhXNgC9R09puptGG2Q@mail.gmail.com>

On Sat, Oct 24, 2015 at 12:44 AM, Asif Iqbal <vadud3 at gmail.com> wrote:

>
>
> On Fri, Oct 23, 2015 at 2:28 AM, Christian Loos <cloos at netcologne.de>
> wrote:
>
>> Am 22.10.2015 um 22:21 schrieb Asif Iqbal:
>> > # get the user list from the file
>> > # this file has the list of users who will be assigned as owner in
>> > round-robin
>> > # you could have another logic external that could update this file to
>> > get the
>> > # generate the list of owners
>> > my $file = "/var/tmp/ownerlist";
>> >
>> > return 1 unless open(my $fh, '<', $file);
>> > my @owners = <$fh>;
>> > return 1 unless close $fh;
>>
>> I think a better solution for the owners list would be to create a group
>> in RT, assign the needed users to the group and then load the possible
>> owner from that group. With this, you can change the owners list from
>> the RT Webinterface.
>>
>> Script code would be something like this:
>>
>> my @owners;
>> my $users = RT::Users->new(RT->SystemUser);
>> $users->MemberOfGroup(<the id of the group>);
>> while( my $user = $users->Next ) {
>>     push @owners, $user->Name;
>> }
>>
>>
> I agree, this is cleaner. Although, I picked the external file since I am
> looking
> for a way to update that with users who are not in vacation.
>
>
>

anyone added a logic to not auto assign the ticket if it is created during
holiday or weekends?

We are using Lifecycles to implement Due date based on business hours using
the SLA extension. But not sure how auto assign can take advantage of that.



>
>> Chris
>>
>
>
>
> --
> 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?
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From Shea at forcedexposure.com  Tue Oct 27 12:06:02 2015
From: Shea at forcedexposure.com (Shea Alterio)
Date: Tue, 27 Oct 2015 16:06:02 +0000
Subject: [rt-users] rt-users Digest, Vol 139, Issue 23
In-Reply-To: <mailman.1.1445961601.17167.rt-users@lists.bestpractical.com>
References: <mailman.1.1445961601.17167.rt-users@lists.bestpractical.com>
Message-ID: <5FF61BBEB7BE3A4295C35F3B8C0E9D7E2545B5@ROLLINS.ForcedExposure.local>

I have a very newbie question. For whatever reason, RT4 either doesn't see or can't talk to FastCGI on either a Debian or FreeBSD setup. I've re-set it up a few different times but must be missing some step of the process. I have resorted to directly running rt-server with Starman, but after a day or two of uptime the machine's RAM is all used up and the rt-server process is suck at consuming 100% of CPU power.

I've had it almost working with apache, nginx and lighttpd, but every time it doesn't think FastCGI is there!

Apologies if this is sent to the wrong list for this sort of thing. I know it's not really a Request Tracker issue that I can't get it to run on my web servers but I'm wondering if there's something about FastCGI setup I'm unaware of.

From mzagrabe at d.umn.edu  Tue Oct 27 12:15:42 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 27 Oct 2015 11:15:42 -0500
Subject: [rt-users] rt-users Digest, Vol 139, Issue 23
In-Reply-To: <5FF61BBEB7BE3A4295C35F3B8C0E9D7E2545B5@ROLLINS.ForcedExposure.local>
References: <mailman.1.1445961601.17167.rt-users@lists.bestpractical.com>
 <5FF61BBEB7BE3A4295C35F3B8C0E9D7E2545B5@ROLLINS.ForcedExposure.local>
Message-ID: <CAOLfK3U=rCKC2bBZUx-90VDJ5NDbqte6gFx4tdQMA0C0DLVUzA@mail.gmail.com>

On Tue, Oct 27, 2015 at 11:06 AM, Shea Alterio <Shea at forcedexposure.com> wrote:
> I have a very newbie question. For whatever reason, RT4 either doesn't see or can't talk to FastCGI on either a Debian or FreeBSD setup. I've re-set it up a few different times but must be missing some step of the process. I have resorted to directly running rt-server with Starman, but after a day or two of uptime the machine's RAM is all used up and the rt-server process is suck at consuming 100% of CPU power.
>
> I've had it almost working with apache, nginx and lighttpd, but every time it doesn't think FastCGI is there!
>
> Apologies if this is sent to the wrong list for this sort of thing. I know it's not really a Request Tracker issue that I can't get it to run on my web servers but I'm wondering if there's something about FastCGI setup I'm unaware of.

We run 4.2.11 on Debian wheezy/jessie hybrid.

What does your apache configs look like?

What does your apache errors say?

Did you follow the instructions? (web_deployment.pod)

-m


From cloos at netcologne.de  Tue Oct 27 12:22:06 2015
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 27 Oct 2015 17:22:06 +0100
Subject: [rt-users] round-robin auto assignment?
In-Reply-To: <CAOHBbgXW5chP3Y8J2hc0jvBctPNNVhjomhXNgC9R09puptGG2Q@mail.gmail.com>
References: <CAG5Afr_mLukWxZLBrjGmCV6YZgDSK6DPY7VTA=0oTzLcND7prQ@mail.gmail.com>
 <516841F4.70104@bestpractical.com>
 <CAG5Afr8RtxqQNqVLHdx5Es1_NJK074issisn64tEFbOfkyYbDQ@mail.gmail.com>
 <516850C8.8020506@bestpractical.com>
 <CAOHBbgVruYAQ2JF7Ja9H8kLC6krUV+xmAKCHPTq3UMDhCyUbCw@mail.gmail.com>
 <CAOHBbgWgtS=w0wsUXTAxuHLaCZvV8rot7zN3s2G-EfD1yLE4Jg@mail.gmail.com>
 <5629D38F.1040101@netcologne.de>
 <CAOHBbgX6YSP61dF7R1q6s5JeqoORkVsYGD0UYpkjV5M_-Rghkg@mail.gmail.com>
 <CAOHBbgXW5chP3Y8J2hc0jvBctPNNVhjomhXNgC9R09puptGG2Q@mail.gmail.com>
Message-ID: <562FA4AE.3070001@netcologne.de>

Am 27.10.2015 um 16:57 schrieb Asif Iqbal:
> anyone added a logic to not auto assign the ticket if it is created
> during holiday or weekends?
> 
> We are using Lifecycles to implement Due date based on business hours
> using the SLA extension. But not sure how auto assign can take advantage
> of that.

If you have rt-extension-sla installed, then you can create a
Business::Hours [1] object in a RT scrip with:
my $bh = RT::Extension::SLA->BusinessHours;

If you don't have holidays in your sla config
(RT::ServiceBusinessHours), then you can feed the $bh from above within
you scrip.
We use Date::Holidays::DE [2] for this, which have the german holidays,
ans is also available for other countries.

Then you can check if you are within business hours with:
if ($bh->first_after(time()) == time()) {
    # within business hours
} else {
    # not within business hours
}


Chris

[1] https://metacpan.org/pod/Business::Hours
[2] https://metacpan.org/pod/Date::Holidays::DE


From asanka_gunasekera at yahoo.co.uk  Wed Oct 28 04:07:10 2015
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Wed, 28 Oct 2015 08:07:10 +0000
Subject: [rt-users] RT creates CLOSE_WAITS
Message-ID: <1446019630.16178.YahooMailBasic@web171501.mail.ir2.yahoo.com>

Hi all I have been struggling with this CLOSE_WAITS.

I have an Request Tracker installed on CEntOS 6.7 (64 bit) RT rt-4.2.12 and Apache httpd-2.2.31. I can log in and all, but after a while I am seeing CLOSE_WAIT socket are created for each selection that I make on the dashboard. Eventually the system goes unresponsive.

root at iplrt logs]# netstat -nalp | grep -i wait
tcp 1 0 192.168.11.254:80 192.168.11.118:57076 CLOSE_WAIT 3176/httpd 
tcp 1 0 192.168.11.254:80 192.168.11.118:57083 CLOSE_WAIT 3177/httpd 
tcp 1 0 192.168.11.254:80 192.168.11.118:57082 CLOSE_WAIT 3185/httpd 
tcp 1 0 192.168.11.254:80 192.168.11.118:57084 CLOSE_WAIT 3365/httpd 
[root at iplrt logs]# 

I don't see any errors in the logs! I have downgraded both RT and Apache with no luck and I am STUCK no ware to goooooo

Can some one tell me how to go about diagnosing this 

Thanks and Regards


From mzagrabe at d.umn.edu  Wed Oct 28 11:21:48 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 28 Oct 2015 10:21:48 -0500
Subject: [rt-users] RT creates CLOSE_WAITS
In-Reply-To: <1446019630.16178.YahooMailBasic@web171501.mail.ir2.yahoo.com>
References: <1446019630.16178.YahooMailBasic@web171501.mail.ir2.yahoo.com>
Message-ID: <CAOLfK3XNWmv5hguKHCQqTo81zX5-pO8A=YStuYuofu7QqKCrEQ@mail.gmail.com>

On Wed, Oct 28, 2015 at 3:07 AM, Asanka Gunasekera
<asanka_gunasekera at yahoo.co.uk> wrote:
> Hi all I have been struggling with this CLOSE_WAITS.
>
> I have an Request Tracker installed on CEntOS 6.7 (64 bit) RT rt-4.2.12 and Apache httpd-2.2.31. I can log in and all, but after a while I am seeing CLOSE_WAIT socket are created for each selection that I make on the dashboard. Eventually the system goes unresponsive.

What does the console (VC1) say?

Are you running systemd? What about the journal?

-m


From rtusers-20090205 at billmail.scconsult.com  Wed Oct 28 16:05:10 2015
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Wed, 28 Oct 2015 16:05:10 -0400
Subject: [rt-users] RT creates CLOSE_WAITS
In-Reply-To: <1446019630.16178.YahooMailBasic@web171501.mail.ir2.yahoo.com>
References: <1446019630.16178.YahooMailBasic@web171501.mail.ir2.yahoo.com>
Message-ID: <6299267E-B5C5-4678-A258-70C4AC48B253@billmail.scconsult.com>

On 28 Oct 2015, at 4:07, Asanka Gunasekera wrote:

> Hi all I have been struggling with this CLOSE_WAITS.
>
> I have an Request Tracker installed on CEntOS 6.7 (64 bit) RT 
> rt-4.2.12 and Apache httpd-2.2.31. I can log in and all, but after a 
> while I am seeing CLOSE_WAIT socket are created for each selection 
> that I make on the dashboard. Eventually the system goes unresponsive.
>
> root at iplrt logs]# netstat -nalp | grep -i wait
> tcp 1 0 192.168.11.254:80 192.168.11.118:57076 CLOSE_WAIT 3176/httpd
> tcp 1 0 192.168.11.254:80 192.168.11.118:57083 CLOSE_WAIT 3177/httpd
> tcp 1 0 192.168.11.254:80 192.168.11.118:57082 CLOSE_WAIT 3185/httpd
> tcp 1 0 192.168.11.254:80 192.168.11.118:57084 CLOSE_WAIT 3365/httpd
> [root at iplrt logs]#
>
> I don't see any errors in the logs! I have downgraded both RT and 
> Apache with no luck and I am STUCK no ware to goooooo
>
> Can some one tell me how to go about diagnosing this

What interface are you using to run RT via Apache? (Possible answers: 
mod_fastcgi, mod_fcgid, mod_perl 1.x, mod_perl 2.x)

That is important because a CLOSE_WAIT state indicates that the OS is 
waiting on a local process (in this case multiple Apache httpd 
processes) to recognize that the socket has been closed on the other end 
and call close() itself. The Apache core doesn't have that problem much, 
so the issue is most likely lurking in whatever module is loaded into 
the httpd process to handle running RT proper.

(my bet is that you're running a slightly broken mod_perl, but I'm 
biased by bad experiences...)


From jeet.0733 at gmail.com  Thu Oct 29 07:51:59 2015
From: jeet.0733 at gmail.com (Satyajeet)
Date: Thu, 29 Oct 2015 04:51:59 -0700 (MST)
Subject: [rt-users] rt timezone issue after upgrade
Message-ID: <1446119519670-60829.post@n7.nabble.com>

Dear All,

Hope you are doing fine. I need your support on the following issue:

After upgrading rt from 4.2.3 to 4.2.12 all the datetime fields for
unprivileged users are expecting the values in UTC though the global
timezone has been defined to Asia/Muscat, so, as soon as the ticket is
saved/created it adds 4 hours in the values selected in datetime fields.
However, it is functioning fine for root. Please see the below snapshots for
reference:

<http://requesttracker.8502.n7.nabble.com/file/n60829/Selection_028.png> 

After Save:

<http://requesttracker.8502.n7.nabble.com/file/n60829/Selection_029.png> 

Appreciate your support on this.

Thank you.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/rt-timezone-issue-after-upgrade-tp60829.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From markus.wildbolz at magna.com  Thu Oct 29 08:58:06 2015
From: markus.wildbolz at magna.com (markus.wildbolz at magna.com)
Date: Thu, 29 Oct 2015 13:58:06 +0100
Subject: [rt-users] Problem with RT::SystemUser in escalatePriority
Message-ID: <OFFD995AC9.4A7E7532-ONC1257EED.0046E278-C1257EED.00473CF8@intier.com>

Hi guys!

Since a couple of days, I have the problem, that my priority escalation 
script doesn't work anymore. Script is attached...



The error message is:

Name "RT::SystemUser" used only once: possible typo at 
./rt-escalatePriority line 36.
Can't locate object method "Deprecated" via package "RT" at 
/opt/rt4/lib/RT/Interface/CLI.pm line 93.


I currently cannot figure out, what's the problem with the mentioned line 
36:

my $queues = new RT::Queues($RT::SystemUser);


Does anybody know this problem?


Greetings,
Markus
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From cloos at netcologne.de  Thu Oct 29 10:32:52 2015
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 29 Oct 2015 15:32:52 +0100
Subject: [rt-users] Problem with RT::SystemUser in escalatePriority
In-Reply-To: <OFFD995AC9.4A7E7532-ONC1257EED.0046E278-C1257EED.00473CF8@intier.com>
References: <OFFD995AC9.4A7E7532-ONC1257EED.0046E278-C1257EED.00473CF8@intier.com>
Message-ID: <56322E14.2090806@netcologne.de>

Am 29.10.2015 um 13:58 schrieb markus.wildbolz at magna.com:
> Hi guys!
> 
> Since a couple of days, I have the problem, that my priority escalation
> script doesn't work anymore. Script is attached...
> 
> 
> 
> The error message is:
> 
> Name "RT::SystemUser" used only once: possible typo at
> ./rt-escalatePriority line 36.
> Can't locate object method "Deprecated" via package "RT" at
> /opt/rt4/lib/RT/Interface/CLI.pm line 93.
> 
> 
> I currently cannot figure out, what's the problem with the mentioned
> line 36:
> 
> my $queues = new RT::Queues($RT::SystemUser);
> 
> 
> Does anybody know this problem?
> 
> 
> Greetings,
> Markus

Hi Markus,

remove the following lines

---
 package RT;

 use RT::Interface::CLI qw(CleanEnv);

 # Clean our the environment

 CleanEnv();

 # Load the RT configuration
 RT::LoadConfig();


 # Initialise RT
 RT::Init();

 my $queues = new RT::Queues($RT::SystemUser);
---

with

---
use RT::Interface::CLI qw(Init);
Init();
my $queues = RT::Queues->new(RT->SystemUser);
---

Also, do you have different Lifecycles defined?
If not, then you can use the rt-crontool with

--search RT::Search::FromSQL

and a search like

-search-arg "Status != 'resolved' AND Status != 'rejected'"

instead if use a Perl script to loop over the queues and then call
rt-crontool from within the Perl script.

See also the second example in
https://www.bestpractical.com/docs/rt/4.2/automating_rt.html#Escalating-Priority

Chris


From markus.wildbolz at magna.com  Thu Oct 29 10:39:37 2015
From: markus.wildbolz at magna.com (markus.wildbolz at magna.com)
Date: Thu, 29 Oct 2015 15:39:37 +0100
Subject: [rt-users] Problem with RT::SystemUser in escalatePriority
In-Reply-To: <56322E14.2090806@netcologne.de>
References: <OFFD995AC9.4A7E7532-ONC1257EED.0046E278-C1257EED.00473CF8@intier.com>
 <56322E14.2090806@netcologne.de>
Message-ID: <OF68C08239.31A63542-ONC1257EED.00506BFF-C1257EED.0050881E@intier.com>

Hi Christian!

Thanks a lot for your response! This solved my problem!

As we have different lifecycles in place, I stay with looping through all 
queues...


Greetings,
Markus





Von:
Christian Loos <cloos at netcologne.de>
An:
markus.wildbolz at magna.com, rt-users at lists.bestpractical.com, 
Datum:
29.10.2015 15:33
Betreff:
Re: Problem with RT::SystemUser in escalatePriority



Am 29.10.2015 um 13:58 schrieb markus.wildbolz at magna.com:
> Hi guys!
> 
> Since a couple of days, I have the problem, that my priority escalation
> script doesn't work anymore. Script is attached...
> 
> 
> 
> The error message is:
> 
> Name "RT::SystemUser" used only once: possible typo at
> ./rt-escalatePriority line 36.
> Can't locate object method "Deprecated" via package "RT" at
> /opt/rt4/lib/RT/Interface/CLI.pm line 93.
> 
> 
> I currently cannot figure out, what's the problem with the mentioned
> line 36:
> 
> my $queues = new RT::Queues($RT::SystemUser);
> 
> 
> Does anybody know this problem?
> 
> 
> Greetings,
> Markus

Hi Markus,

remove the following lines

---
 package RT;

 use RT::Interface::CLI qw(CleanEnv);

 # Clean our the environment

 CleanEnv();

 # Load the RT configuration
 RT::LoadConfig();


 # Initialise RT
 RT::Init();

 my $queues = new RT::Queues($RT::SystemUser);
---

with

---
use RT::Interface::CLI qw(Init);
Init();
my $queues = RT::Queues->new(RT->SystemUser);
---

Also, do you have different Lifecycles defined?
If not, then you can use the rt-crontool with

--search RT::Search::FromSQL

and a search like

-search-arg "Status != 'resolved' AND Status != 'rejected'"

instead if use a Perl script to loop over the queues and then call
rt-crontool from within the Perl script.

See also the second example in
https://www.bestpractical.com/docs/rt/4.2/automating_rt.html#Escalating-Priority


Chris

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From cloos at netcologne.de  Thu Oct 29 10:53:02 2015
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 29 Oct 2015 15:53:02 +0100
Subject: [rt-users] Problem with RT::SystemUser in escalatePriority
In-Reply-To: <OF68C08239.31A63542-ONC1257EED.00506BFF-C1257EED.0050881E@magna.on.ca>
References: <OFFD995AC9.4A7E7532-ONC1257EED.0046E278-C1257EED.00473CF8@intier.com>
 <56322E14.2090806@netcologne.de>
 <OF68C08239.31A63542-ONC1257EED.00506BFF-C1257EED.0050881E@magna.on.ca>
Message-ID: <563232CE.8070207@netcologne.de>

OK, then remember this, once you will upgrade to RT 4.4, because this
version will support [1] searches like

Status = '__active__'

Chris

[1] https://github.com/bestpractical/rt/commit/20f3268

Am 29.10.2015 um 15:39 schrieb markus.wildbolz at magna.com:
> Hi Christian!
> 
> Thanks a lot for your response! This solved my problem!
> 
> As we have different lifecycles in place, I stay with looping through
> all queues...
> 
> 
> Greetings,
> Markus


From brad at hostland.com  Thu Oct 29 22:01:22 2015
From: brad at hostland.com (Brad S Konia)
Date: Thu, 29 Oct 2015 19:01:22 -0700
Subject: [rt-users] Component path given to Interp->load must be absolute
Message-ID: <6CC39F9C-79C2-41B9-9C0D-10961635E9E9@hostland.com>

I installed RT 4.2.12 on a Litespeed web server and everything seems to be working, except it?s not rendering any of the images, CSS or JS. I see tons of messages like this in my error log:

Oct 29 18:27:28 web1 RT: [2202] Component path given to Interp->load must be absolute (was given static/images/bpslogo.png)#012Stack:#012  [/usr/local/share/perl5/HTML/Mason/Request.pm:249]#012  [/usr/local/share/perl5/HTML/Mason/Request.pm:212]#012  [/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:61]#012  [/usr/local/share/perl5/Class/Container.pm:275]#012  [/usr/local/share/perl5/Class/Container.pm:353]#012  [/usr/local/share/perl5/HTML/Mason/Interp.pm:348]#012  [/usr/local/share/perl5/HTML/Mason/Interp.pm:342]#012  [/usr/local/share/perl5/HTML/Mason/PSGIHandler.pm:59]#012  [/usr/local/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm:52]#012  [/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:310]#012  [/usr/local/share/perl5/Plack/Util.pm:339]#012  [/usr/local/share/perl5/Plack/Handler/FCGI.pm:145]#012  [/usr/local/share/perl5/Plack/Loader.pm:84]#012  [/usr/local/share/perl5/Plack/Runner.pm:277]#012  [/opt/rt4/sbin/../lib/RT/PlackRunner.pm:141]#012  [/opt/rt4/sbin/rt-server.fcgi:162]

From the above error message, it seems the script wants an absolute path. Upon viewing the HTML source code, I see the path is in fact absolute: src="/static/images/bpslogo.png?

This led me to believe that something is causing the script to drop the leading slash. To test this theory, I tried accessing the image via the following URL:

https://rt.hostland.com//static/images/bpslogo.png (note the extra leading slash)

and it worked!

I?m sure this issue is due to some incompatibility between the Litespeed configuration and the standard Apache configuration documented in the manual, but I?m not sure how to fix this. I tried working around it by playing around with the $WebDomain and $WebPath variables to force an extra leading slash and the results were fairly disastrous. I?m wondering if anyone else has gotten this working on Litespeed or if anyone can offer any suggestions on how I might proceed.


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From asanka_gunasekera at yahoo.co.uk  Fri Oct 30 03:48:34 2015
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Fri, 30 Oct 2015 07:48:34 +0000
Subject: [rt-users] RT creates CLOSE_WAITS
In-Reply-To: <6299267E-B5C5-4678-A258-70C4AC48B253@billmail.scconsult.com>
Message-ID: <1446191315.29011.YahooMailBasic@web171501.mail.ir2.yahoo.com>

Hi thank you for the reply, I am using mod_perl
 2.0.9

Best Regards


--------------------------------------------
On Thu, 29/10/15, Bill Cole <rtusers-20090205 at billmail.scconsult.com> wrote:

 Subject: Re: [rt-users] RT creates CLOSE_WAITS
 To: rt-users at lists.bestpractical.com
 Date: Thursday, 29 October, 2015, 2:05
 
 On 28 Oct 2015, at 4:07,
 Asanka Gunasekera wrote:
 
 > Hi
 all I have been struggling with this CLOSE_WAITS.
 >
 > I have an Request
 Tracker installed on CEntOS 6.7 (64 bit) RT 
 > rt-4.2.12 and Apache httpd-2.2.31. I can
 log in and all, but after a 
 > while I am
 seeing CLOSE_WAIT socket are created for each selection 
 > that I make on the dashboard. Eventually
 the system goes unresponsive.
 >
 > root at iplrt logs]# netstat
 -nalp | grep -i wait
 > tcp 1 0
 192.168.11.254:80 192.168.11.118:57076 CLOSE_WAIT
 3176/httpd
 > tcp 1 0 192.168.11.254:80
 192.168.11.118:57083 CLOSE_WAIT 3177/httpd
 > tcp 1 0 192.168.11.254:80
 192.168.11.118:57082 CLOSE_WAIT 3185/httpd
 > tcp 1 0 192.168.11.254:80
 192.168.11.118:57084 CLOSE_WAIT 3365/httpd
 > [root at iplrt logs]#
 >
 > I don't see any
 errors in the logs! I have downgraded both RT and 
 > Apache with no luck and I am STUCK no ware
 to goooooo
 >
 > Can
 some one tell me how to go about diagnosing this
 
 What interface are you using
 to run RT via Apache? (Possible answers: 
 mod_fastcgi, mod_fcgid, mod_perl 1.x, mod_perl
 2.x)
 
 That is important
 because a CLOSE_WAIT state indicates that the OS is 
 waiting on a local process (in this case
 multiple Apache httpd 
 processes) to
 recognize that the socket has been closed on the other end
 
 and call close() itself. The Apache core
 doesn't have that problem much, 
 so the
 issue is most likely lurking in whatever module is loaded
 into 
 the httpd process to handle running RT
 proper.
 
 (my bet is that
 you're running a slightly broken mod_perl, but I'm
 
 biased by bad experiences...)
 


From guadagnino.cristiano at creval.it  Fri Oct 30 05:44:19 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Fri, 30 Oct 2015 09:44:19 +0000
Subject: [rt-users] Error when using nickname field in search
Message-ID: <56333BE9.3050109@creval.it>

Hi all,
I have a few charts on my "RT at a glance" page, to summarize our ticketing activity.
Today I edited the charts and changed the "group by" option from "name" to "nickname".
The charts still display correctly. However, before I was able to click on a row in the associated data table and see the results page.

Now when I click on a row in the associated data table I get an error saying:

There was an error parsing your search query: Invalid watcher subfield: 'NickName'.  Your RT admin can find more information in the error logs.


In the log I can see this:


Stack:

  [/opt/rt4/sbin/../lib/RT/Tickets.pm:1025]

  [/opt/rt4/sbin/../lib/RT/Tickets.pm:3029]

  [/opt/rt4/sbin/../lib/RT/SQL.pm:172]

  [/opt/rt4/sbin/../lib/RT/Tickets.pm:3037]

  [/opt/rt4/sbin/../lib/RT/Tickets.pm:3055]

  [/opt/rt4/share/html/Search/Results.html:120]

  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]

  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]

  [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Tickets.pm:3059)

[23990] [Fri Oct 30 09:23:01 2015] [error]: Couldn't parse query: Invalid watcher subfield: 'NickName' at /opt/rt4/sbin/../lib/RT/Tickets.pm line 1025.

Is this nromal behavior?
I can see how using nicknames should not be a very important feature in RT, however I believe RT should at least handle it more gracefully.

Cris

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From rtusers-20090205 at billmail.scconsult.com  Fri Oct 30 17:34:06 2015
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Fri, 30 Oct 2015 17:34:06 -0400
Subject: [rt-users] RT creates CLOSE_WAITS
In-Reply-To: <1446191315.29011.YahooMailBasic@web171501.mail.ir2.yahoo.com>
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On 30 Oct 2015, at 3:48, Asanka Gunasekera wrote:

> Hi thank you for the reply, I am using mod_perl
> 2.0.9

I suggest switching to mod_fastcgi or mod_fcgid as a first step. I use 
mod_fastcgi because my RT instances all have long legacies, but on a 
newly-built system mod_fcgid is probably a better choice because it is 
still being maintained.

I don't suggest that because I know of a specific problem in the current 
RT & mod_perl, but because 3 times over many years & RT versions I've 
tried to stand up fresh RT instances using mod_perl (because it should 
in principle be more efficient) and every time I've retreated to FastCGI 
  after running into some problem I couldn't figure out and which simply 
didn't happen with FastCGI. I know a lot of people run RT with mod_perl 
so it CAN be done, but when it doesn't work the diagnostic process is 
daunting.

If there's some reason you really want to stick with mod_perl, you 
should investigate troubleshooting tactics for mod_perl, which include a 
way to load it with a Perl debugger.