From ncurri at fastcompany.com  Mon Apr  3 14:59:44 2000
From: ncurri at fastcompany.com (Neil Curri)
Date: Mon, 03 Apr 2000 14:59:44 -0400
Subject: [rt-users] creating members
Message-ID: <38E8EA20.CD78E8E1@fastcompany.com>

Hola,

A former administrator has set up RT here, and I've just inherited the
administration of it - so I'm not familiar with install or config.
According to the user guide, creating new users is "the same as
modifying your own account, except that you must fill in a username as
well." 

Ok, so the account I use, which the former administrator set up for me,
has "Admin" privileges to modify users and the queues. So, I login to
the admin-webrt interface with my account and pw, and click "Modify your
RT Account". I can change my account's information - or anyone else's,
if I go to the queue modify interface and click the links for the
queue's members - except for the username. It remains static text on the
html page, not as an editable form field.

What am I missing? Can one create users from the command line with SQL?

Neil Curri
Systems Admin
Fast Company

"I'm weak today. I missed breakfast and at lunch I spilled my chocolate milk"
-Charles Bukowski




From jesse at fsck.com  Mon Apr  3 15:03:28 2000
From: jesse at fsck.com (Jesse)
Date: Mon, 3 Apr 2000 15:03:28 -0400
Subject: [rt-users] creating members
In-Reply-To: <38E8EA20.CD78E8E1@fastcompany.com>; from ncurri@fastcompany.com on Mon, Apr 03, 2000 at 02:59:44PM -0400
References: <38E8EA20.CD78E8E1@fastcompany.com>
Message-ID: <20000403150328.Y23283@pallas.fsck.com>

You should see something like 
http://www.fsck.com/projects/rt/screenshots/admin.png

when you go to webrt.cgi.  Note the first line under User Configuration.
Just type a username and hit "Create a user called"
On Mon, Apr 03, 2000 at 02:59:44PM -0400, Neil Curri wrote:
> Hola,
> 
> A former administrator has set up RT here, and I've just inherited the
> administration of it - so I'm not familiar with install or config.
> According to the user guide, creating new users is "the same as
> modifying your own account, except that you must fill in a username as
> well." 
> 
> Ok, so the account I use, which the former administrator set up for me,
> has "Admin" privileges to modify users and the queues. So, I login to
> the admin-webrt interface with my account and pw, and click "Modify your
> RT Account". I can change my account's information - or anyone else's,
> if I go to the queue modify interface and click the links for the
> queue's members - except for the username. It remains static text on the
> html page, not as an editable form field.
> 
> What am I missing? Can one create users from the command line with SQL?
> 
> Neil Curri
> Systems Admin
> Fast Company
> 
> "I'm weak today. I missed breakfast and at lunch I spilled my chocolate milk"
> -Charles Bukowski
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
After all, it's not every day you meet up with an evil power
                                               -M. Bulgakov




From ncurri at fastcompany.com  Mon Apr  3 15:26:57 2000
From: ncurri at fastcompany.com (Neil Curri)
Date: Mon, 03 Apr 2000 15:26:57 -0400
Subject: [rt-users] creating members
References: <38E8EA20.CD78E8E1@fastcompany.com> <20000403150328.Y23283@pallas.fsck.com>
Message-ID: <38E8F081.964C65D3@fastcompany.com>

Thanks, Jesse. All I see when I login is The "Modify your RT Account"
under User Configuration, and "Modify the Queue called <queue names
drop-down menu>". I don't see the addtional form fields as in the
screenshot. There must be a global Admin account for all queues which I
would have to use to login and create additional users....?

Jesse wrote:
> 
> You should see something like
> http://www.fsck.com/projects/rt/screenshots/admin.png
> 
> when you go to webrt.cgi.  Note the first line under User Configuration.
> Just type a username and hit "Create a user called"




From jesse at fsck.com  Mon Apr  3 15:34:32 2000
From: jesse at fsck.com (Jesse)
Date: Mon, 3 Apr 2000 15:34:32 -0400
Subject: [rt-users] creating members
In-Reply-To: <38E8F081.964C65D3@fastcompany.com>; from ncurri@fastcompany.com on Mon, Apr 03, 2000 at 03:26:57PM -0400
References: <38E8EA20.CD78E8E1@fastcompany.com> <20000403150328.Y23283@pallas.fsck.com> <38E8F081.964C65D3@fastcompany.com>
Message-ID: <20000403153432.A23283@pallas.fsck.com>

Ah. you probably aren't an RT administrator. try the username
"root" with the password "wordpass", unless your predecessor changed
the password.

If s/he did:
from a unix cli:
mysql -u root rt
update users set password = 'new_password' where users.user_id = 'root';

then log in as root.

On Mon, Apr 03, 2000 at 03:26:57PM -0400, Neil Curri wrote:
> Thanks, Jesse. All I see when I login is The "Modify your RT Account"
> under User Configuration, and "Modify the Queue called <queue names
> drop-down menu>". I don't see the addtional form fields as in the
> screenshot. There must be a global Admin account for all queues which I
> would have to use to login and create additional users....?
> 
> Jesse wrote:
> > 
> > You should see something like
> > http://www.fsck.com/projects/rt/screenshots/admin.png
> > 
> > when you go to webrt.cgi.  Note the first line under User Configuration.
> > Just type a username and hit "Create a user called"
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
There are no supercomputer applications that are solvable that cannot be solved
in finite time using a fucking TRS-80 with approprite disk/tape drives.  Zero.
									-Tanj




From tobiasb at tobiasb.funcom.com  Tue Apr  4 03:45:00 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Tue, 4 Apr 2000 09:45:00 +0200 (MET DST)
Subject: [rt-users] creating members
In-Reply-To: <38E8EA20.CD78E8E1@fastcompany.com>
Message-ID: <Pine.LNX.3.95.1000404094330.29537T-100000@tobiasb.funcom.com>

> What am I missing? Can one create users from the command line with SQL?

Yes, indeed.  For rt 1.0.x, check the rt.users table.  To grant access to
the queues, it's also needed to peek at queue_acl.

-- 
Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to
sms at tobiasb.funcom.com.  Check our upcoming MMORPG at 
http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, 
Backgammon, Poker etc for free at http://www.funcom.com/ (Java)






From weigle at dkrz.de  Tue Apr  4 08:06:21 2000
From: weigle at dkrz.de (Rainer Weigle)
Date: Tue, 04 Apr 2000 14:06:21 +0200
Subject: [rt-users] ns_authentication.patch 1st hunk fails
Message-ID: <38E9DABD.6E8B475@dkrz.de>

Hi there,

I wanted to install the ns_authentication.patch as I'm very interested
in the functionality it provides (authentication against NIS). I have
applied the patch to: 
rt-1.0.2/lib/rt/ui/web/manipulate.pm 
with the patch programm include in Solaris 2.7.
The result:

arbogaan: ~/<5>web # patch -b < ns_authentication.patch
  Looks like a new-style context diff.
Hunk #1 failed at line 37.
Hunk #2 succeeded at 114 (offset 47 lines)
Hunk #3 succeeded at 173 (offset 43 lines)
1 out of 3 hunks failed: saving rejects to manipulate.pm.rej
done

Can anyone help me ??? I'm not good enough in perl-programming to do
this by myself.
Does someone knoww an other we to get this functionality (authentication
against NIS) ???

Thanks Rainer

-- 
Rainer Weigle - MPI fuer Meteorologie
weigle at dkrz.de
040 / 41173 - 373




From tobiasb at tobiasb.funcom.com  Tue Apr  4 08:26:13 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Tue, 4 Apr 2000 14:26:13 +0200 (MET DST)
Subject: [rt-users] ns_authentication.patch 1st hunk fails
In-Reply-To: <38E9DABD.6E8B475@dkrz.de>
Message-ID: <Pine.LNX.3.95.1000404142310.29537i-100000@tobiasb.funcom.com>

> Can anyone help me ???

The patch above is towards a very old version of RT, probably quite some
work is needed to get it working.

Ask at the rt-devel list if anybody is using this patch and/or if they can
help.

Eventually, unless the user base is changing rapidly, I'd suggest just
copying in the data into the RT user table on the fly.  I _think_ the
-getpwent option in the admin tool should work OK with NIS, but I'm not
sure.

-- 
Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to
sms at tobiasb.funcom.com.  Check our upcoming MMORPG at 
http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, 
Backgammon, Poker etc for free at http://www.funcom.com/ (Java)






From wozz+rt at wookie.net  Tue Apr  4 11:49:52 2000
From: wozz+rt at wookie.net (Wozz)
Date: Tue, 4 Apr 2000 09:49:52 -0600
Subject: [rt-users] Guest users
Message-ID: <20000404094952.J9209@luvewe.bonch.org>

I was going to search the old archives, as I'm sure this question has been
answered, but the old search function is turned off, so I'll have to ask
here.  How does one go about setting up a guest user that doesn't need to
log in?  I'd like to do something similar to the way the RT 2.0 issues
stuff is set up on the rt web page now, except I still need the ability for
others to log in.  Whats the trick?




From jesse at fsck.com  Tue Apr  4 11:51:29 2000
From: jesse at fsck.com (Jesse)
Date: Tue, 4 Apr 2000 11:51:29 -0400
Subject: [rt-users] Guest users
In-Reply-To: <20000404094952.J9209@luvewe.bonch.org>; from wozz+rt@wookie.net on Tue, Apr 04, 2000 at 09:49:52AM -0600
References: <20000404094952.J9209@luvewe.bonch.org>
Message-ID: <20000404115129.P23283@pallas.fsck.com>

On Tue, Apr 04, 2000 at 09:49:52AM -0600, Wozz wrote:
> I was going to search the old archives, as I'm sure this question has been
> answered, but the old search function is turned off, so I'll have to ask
> here.  How does one go about setting up a guest user that doesn't need to
> log in?  I'd like to do something similar to the way the RT 2.0 issues
> stuff is set up on the rt web page now, except I still need the ability for
> others to log in.  Whats the trick?
>
Take a look at the source page. We're embedding a password and username in 
the urls.
 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
I think co-ordinating 1000 prima donnas living all over the world will be as 
easy as herding cats..." -- Andy Tanenbaum on the linux development model, 1992




From weigle at dkrz.de  Wed Apr  5 09:06:33 2000
From: weigle at dkrz.de (Rainer Weigle)
Date: Wed, 5 Apr 2000 15:06:33 +0200
Subject: [rt-users] Problem configuring the mail gateway
Message-ID: <00040515164304.14167@rottnen>

Hi everyone,

I have configured the mailgateway according to the documentation.
If I send an email to the mail alias it is send back by sendmail with the
follwing error:

----- The following addresses had permanent fatal errors -----
|"/opt/rt/bin/rt-mailgate Test correspond"
(expanded from: <rt-test at arbogaan.dkrz.de>)

----- Transcript of session follows -----
sh: /opt/rt/bin/rt-mailgate: cannot execute
554 |"/opt/rt/bin/rt-mailgate Test correspond"... unknown mailer error 1

To solve this I changed the permissions of the suid-wrapper (I know that this
should be wrong):

arbogaan: /<2>bin # ls -la
total 42
dr-xr-xr-x   3 root     root         512 Apr  4 17:19 ./
dr-xr-xr-x   5 root     root         512 Apr  4 09:01 ../
...
lrwxrwxrwx   1 root     other         24 Apr  4 17:19 rt-mailgate ->/opt/rt/bin/suid_wrapper* 
...
-rwxr-xr-x   3 rt       rt          7792 Apr  4 17:19 suid_wrapper*

to allow execution by others.

But than sendmail answers: 

----- The following addresses had permanent fatal errors -----
|"/opt/rt/bin/rt-mailgate Test correspond"
(expanded from: <rt-test at arbogaan.dkrz.de>)

----- Transcript of session follows -----
Can't locate /opt/rt/etc/config.pm in @INC (@INC contains: /usr/local/lib/perl5/5.00503/sun4-solaris /usr/local/lib/perl5/5.00503 /usr/local/lib/perl5/site_perl/5.005/sun4-solaris /usr/local/lib/perl5/site_perl/5.005 /opt/rt/lib) at /opt/rt/bin/rtmux.pl line 20.
554 |"/opt/rt/bin/rt-mailgate Test correspond"... unknown mailer error 13

This can be solved by making config.pm world readable but than the problems
continue:

----- The following addresses had permanent fatal errors -----
|"/opt/rt/bin/rt-mailgate Test correspond"
(expanded from: <rt-test at arbogaan.dkrz.de>)

----- Transcript of session follows -----
Could not create dir /var/rt/transactions/2000: Permission denied
554 |"/opt/rt/bin/rt-mailgate Test correspond"... unknown mailer error 13

My conclusion:
rt-mailgate isn't executed under the right user and group (rt:rt).
How can I tell sendmail which user or group it should use ???

Can anyone help me with that ???

Thanks Rainer

 -- 
Rainer Weigle - MPI fuer Meteorologie
weigle at dkrz.de
040 / 41173 - 373 






From allbery at ece.cmu.edu  Wed Apr  5 09:18:49 2000
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Wed, 05 Apr 2000 09:18:49 -0400
Subject: [rt-users] Problem configuring the mail gateway
In-Reply-To: <00040515164304.14167@rottnen>
Message-ID: <1443589556.954926329@[192.168.169.130]>

On Wednesday, April 05, 2000 3:06 PM +0200, Rainer Weigle <weigle at dkrz.de> 
wrote:
+-----
| -rwxr-xr-x   3 rt       rt          7792 Apr  4 17:19 suid_wrapper*
+--->8

chmod u+s suid_wrapper

-- 
brandon s. allbery     [os/2][linux][solaris][japh]    allbery at kf8nh.apk.net
system administrator        [WAY too many hats]          allbery at ece.cmu.edu
electrical and computer engineering                                    KF8NH
carnegie mellon university      ["better check the oblivious first" -ke6sls]





From weigle at dkrz.de  Wed Apr  5 09:38:35 2000
From: weigle at dkrz.de (Rainer Weigle)
Date: Wed, 5 Apr 2000 15:38:35 +0200
Subject: [rt-users] Problem configuring the mail gateway
In-Reply-To: <1443589556.954926329@[192.168.169.130]>
References: <1443589556.954926329@[192.168.169.130]>
Message-ID: <00040515444008.14167@rottnen>

Hi everyone and especially Brandon,

Am Mit, 05 Apr 2000 schrieb Brandon S. Allbery KF8NH:
> On Wednesday, April 05, 2000 3:06 PM +0200, Rainer Weigle <weigle at dkrz.de> 
> wrote:
> +-----
> | -rwxr-xr-x   3 rt       rt          7792 Apr  4 17:19 suid_wrapper*
> +--->8
> 
> chmod u+s suid_wrapper

Thanks this helped but ....

> 
> -- 
> brandon s. allbery     [os/2][linux][solaris][japh]    allbery at kf8nh.apk.net
> system administrator        [WAY too many hats]          allbery at ece.cmu.edu
> electrical and computer engineering                                    KF8NH
> carnegie mellon university      ["better check the oblivious first" -ke6sls]
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

only for short because if I put he stickybit on suid-wrapper the cgi scripts
(webrt.cgi and admin-webrt.cgi) also get the sticky bit and this is something
that my apache (1.3.12) doesn't like. To be more exact the suEXEC wrapper which
it uses to start the scripts doesn't execute scripts that have the sticky bit
set.

Anyone any ideas ??? (I don't want to run apache as rt:rt, if I dont have to)

Thanks Rainer
 -- 
Rainer Weigle - MPI fuer Meteorologie
weigle at dkrz.de
040 / 41173 - 373 






From tobiasb at tobiasb.funcom.com  Wed Apr  5 10:02:24 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Wed, 5 Apr 2000 16:02:24 +0200 (MET DST)
Subject: [rt-users] Problem configuring the mail gateway
In-Reply-To: <00040515444008.14167@rottnen>
Message-ID: <Pine.LNX.3.95.1000405160046.29537F-100000@tobiasb.funcom.com>

> only for short because if I put he stickybit on suid-wrapper the cgi scripts
> (webrt.cgi and admin-webrt.cgi) also get the sticky bit and this is something
> that my apache (1.3.12) doesn't like. To be more exact the suEXEC wrapper which
> it uses to start the scripts doesn't execute scripts that have the sticky bit
> set.

That's weird.  I've never had problems with this, at least.  I think it
might be something in your apache configuration.

> Anyone any ideas ??? (I don't want to run apache as rt:rt, if I dont have to)

Check the apache documentation.  I think that when you start it as root,
it is possible to let it start cgis with a different user ID, but I don't
have much insight into the configuration.

-- 
#Life ends with a crash 
require 'Coy.pm'; 
&laughter while $I, die;
   -- Michael Schwern






From allbery at ece.cmu.edu  Wed Apr  5 10:11:32 2000
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Wed, 05 Apr 2000 10:11:32 -0400
Subject: [rt-users] Problem configuring the mail gateway
In-Reply-To: <00040515444008.14167@rottnen>
Message-ID: <1446752659.954929492@[192.168.169.130]>

On Wednesday, April 05, 2000 3:38 PM +0200, Rainer Weigle <weigle at dkrz.de> 
wrote:
+-----
| only for short because if I put he stickybit on suid-wrapper the cgi
+--->8

<pedant> setuid bit; sticky bit is +t, and is mostly obsolete </pedant>

| suEXEC wrapper which it uses to start the scripts doesn't execute scripts
| that have the sticky bit set.
+--->8

I run it as rt:rt....

Instead of having *.cgi be direct symlinks to suid_wrapper, try moving them 
to ~rt/bin and use shell scripts which exec them for the CGI scripts.

-- 
brandon s. allbery     [os/2][linux][solaris][japh]    allbery at kf8nh.apk.net
system administrator        [WAY too many hats]          allbery at ece.cmu.edu
electrical and computer engineering                                    KF8NH
carnegie mellon university      ["better check the oblivious first" -ke6sls]





From weigle at dkrz.de  Wed Apr  5 10:19:00 2000
From: weigle at dkrz.de (Rainer Weigle)
Date: Wed, 5 Apr 2000 16:19:00 +0200
Subject: [rt-users] Problem configuring the mail gateway
In-Reply-To: <1446752659.954929492@[192.168.169.130]>
References: <1446752659.954929492@[192.168.169.130]>
Message-ID: <0004051626450A.14167@rottnen>

Am Mit, 05 Apr 2000 schrieb Brandon S. Allbery KF8NH:
> On Wednesday, April 05, 2000 3:38 PM +0200, Rainer Weigle <weigle at dkrz.de> 
> wrote:
> +-----
> | only for short because if I put he stickybit on suid-wrapper the cgi
> +--->8
> 
> <pedant> setuid bit; sticky bit is +t, and is mostly obsolete </pedant>
  ^^^^^^^^ ;-), but your are right.
> 
> | suEXEC wrapper which it uses to start the scripts doesn't execute scripts
> | that have the sticky bit set.
> +--->8
> 
> I run it as rt:rt....
> 
> Instead of having *.cgi be direct symlinks to suid_wrapper, try moving them 
> to ~rt/bin and use shell scripts which exec them for the CGI scripts.

I didn't understand the hardlinks (probably because I never use them)
but now I have just created copies without the setuid bit in cgi and with the
setuid bit in bin. That seems to work !!!

> 
> -- 
> brandon s. allbery     [os/2][linux][solaris][japh]    allbery at kf8nh.apk.net
> system administrator        [WAY too many hats]          allbery at ece.cmu.edu
> electrical and computer engineering                                    KF8NH
> carnegie mellon university      ["better check the oblivious first" -ke6sls]
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

Thanks  Rainer

-- 
Rainer Weigle - MPI fuer Meteorologie
weigle at dkrz.de
040 / 41173 - 373 






From karthy at kom.auc.dk  Thu Apr  6 17:08:49 2000
From: karthy at kom.auc.dk (Karsten Thygesen)
Date: 06 Apr 2000 23:08:49 +0200
Subject: [rt-users] Coockie problems with proxies
Message-ID: <yd83dozym1q.fsf@harley.kom.auc.dk>

Hi

I have just installed RT with our ~20 people large helpdesk at SunSITE
Denmark. It works just fine, and have handled more than 20 requests in
the first hour. Great.

We have discovered two problems:

* Our queue memebers get cookies to the web thingy based on their IP
  adress, right? Now, some of our queue members goes through a bunch
  of load-balancing proxies, so their IP adress changes constantly and
  hence is denied access. Is there any easy solution to that problem?

* Our local characters (??? - yes, I hate them too, but they are
  widely used!) is often transfered as Quoted Printable, and it works
  well _if_ the MIME-Version along with Content-Transfer-Encoding
  headers was preserved, but RT seems to strip them when forwarding
  email.

Is any work going on in this direction, or should I start digging
myself? I use rt-1.1-CVS

Otherwise, that for the really nice product!

Best regards,
Karsten




From tobiasb at tobiasb.funcom.com  Thu Apr  6 17:29:05 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Thu, 6 Apr 2000 23:29:05 +0200 (MET DST)
Subject: [rt-users] Coockie problems with proxies
In-Reply-To: <yd83dozym1q.fsf@harley.kom.auc.dk>
Message-ID: <Pine.LNX.3.95.1000406232351.29537s-100000@tobiasb.funcom.com>

> We have discovered two problems:
> 
> * Our queue memebers get cookies to the web thingy based on their IP
>   adress, right? Now, some of our queue members goes through a bunch
>   of load-balancing proxies, so their IP adress changes constantly and
>   hence is denied access. Is there any easy solution to that problem?
> 

The easy answer is to hack into a file like lib/rt/ui/web/auth.pm or
whatever it was and remove the IP from the cookie.

Jesse, have you thought more about better authentication
for WebRT 2.0? (follow up to dev)

> * Our local characters (??? - yes, I hate them too, but they are
>   widely used!)

??? is lovely ... try fighting a bit with cyrrilic ... that's even worse
:)

The worst thing is that the subject line gets scrambled and
hence broken. There is more people that are fighting with this problem.
There shouldn't be much effort putting in a filter before RT that puts the
subject line into an 8-bit mix.  Have anybody done anything like that?

RT 2.0 will probably be out in June and will fix those problems once and
forever... :)

> is often transfered as Quoted Printable, and it works
>   well

No, the subject line gets scrambled, RT doesn't fix that.

For MIME attachments, take a look at the stripmime contribution.

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From karthy at kom.auc.dk  Thu Apr  6 17:52:24 2000
From: karthy at kom.auc.dk (Karsten Thygesen)
Date: 06 Apr 2000 23:52:24 +0200
Subject: [rt-users] Coockie problems with proxies
In-Reply-To: Tobias Brox's message of "Thu, 6 Apr 2000 23:29:05 +0200 (MET DST)"
References: <Pine.LNX.3.95.1000406232351.29537s-100000@tobiasb.funcom.com>
Message-ID: <yd8u2heyk13.fsf@harley.kom.auc.dk>

>>>>> "Tobias" == Tobias Brox <tobiasb at tobiasb.funcom.com> writes:

Tobias> The easy answer is to hack into a file like
Tobias> lib/rt/ui/web/auth.pm or whatever it was and remove the IP
Tobias> from the cookie.

OK - thanks!

>> * Our local characters (??? - yes, I hate them too, but they are
>> widely used!)

Tobias> ??? is lovely ... try fighting a bit with cyrrilic ... that's
Tobias> even worse :)

I can imagine that :-)

Tobias> The worst thing is that the subject line gets scrambled and
Tobias> hence broken. There is more people that are fighting with this
Tobias> problem.  There shouldn't be much effort putting in a filter
Tobias> before RT that puts the subject line into an 8-bit mix.  Have
Tobias> anybody done anything like that?

I can live with broken subject lines, but when the content of the
message is unreadable, then I will get a hard time. 

Tobias> RT 2.0 will probably be out in June and will fix those
Tobias> problems once and forever... :)

Hmm...Sounds great. Let me get one thing straight. Is rt-1.1 from CVS
the one which will be released as 2.0? (if I will have to hack on
this, I would like to do it on the latest eddition)

>> is often transfered as Quoted Printable, and it works well

Tobias> No, the subject line gets scrambled, RT doesn't fix that.

Tobias> For MIME attachments, take a look at the stripmime
Tobias> contribution.

Yes, but that is not a large problem in our situation...

Best regards
Karsten




From sweetsue at fidalgo.net  Thu Apr  6 18:05:42 2000
From: sweetsue at fidalgo.net (Susanne Bullo - Fidalgo)
Date: Thu, 6 Apr 2000 15:05:42 -0700
Subject: [rt-users] Can't log into the web interface
Message-ID: <006d01bfa014$416cc260$bcb7bfd1@sweetsue.foxinternet.net>

Well actually, I can.  It just reroutes back out to the main log in everytime I click on a link.  Here are the particulars about my system and setup:

Request Tracker 1.0.1
Linux
perl5
Apache 6.1
MSIE

Can't figure out why this is happening.  I've had this installed before and it worked swimmingly.

Thanks!

Susanne Bullo
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From stephen at mendel.ucsc.edu  Thu Apr  6 18:15:43 2000
From: stephen at mendel.ucsc.edu (Stephen Hauskins)
Date: Thu, 6 Apr 2000 15:15:43 -0700 (PDT)
Subject: [rt-users] A small change maybe
Message-ID: <200004062215.PAA24672@mendel.ucsc.edu>

You sort of use 'serial' 'transaction' 'request' number interchangibly.

It would be nice if it was called one thing.

I like transaction number instead of serial number as is displayed
in the interface.  It might make 'merging' a little clearer.

Thanks

Stephen Hauskins

PS- Great package.





From jesse at fsck.com  Thu Apr  6 19:02:40 2000
From: jesse at fsck.com (Jesse)
Date: Thu, 6 Apr 2000 19:02:40 -0400
Subject: [rt-users] A small change maybe
In-Reply-To: <200004062215.PAA24672@mendel.ucsc.edu>; from stephen@mendel.ucsc.edu on Thu, Apr 06, 2000 at 03:15:43PM -0700
References: <200004062215.PAA24672@mendel.ucsc.edu>
Message-ID: <20000406190240.S23704@pallas.fsck.com>

On Thu, Apr 06, 2000 at 03:15:43PM -0700, Stephen Hauskins wrote:
> 
> You sort of use 'serial' 'transaction' 'request' number interchangibly.
> 
> It would be nice if it was called one thing.
>
In RT2, we use ticket id and transaction id throughout.

 
> I like transaction number instead of serial number as is displayed
> in the interface.  It might make 'merging' a little clearer.
>

Huh?
 
> Thanks
> 
> Stephen Hauskins
> 
> PS- Great package.
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
that's security the same way that asking for directions to topeka and
being told that a seal is a mammal is informative
					-robin at apocalypse.org




From jesse at fsck.com  Thu Apr  6 19:04:33 2000
From: jesse at fsck.com (Jesse)
Date: Thu, 6 Apr 2000 19:04:33 -0400
Subject: [rt-users] Can't log into the web interface
In-Reply-To: <006d01bfa014$416cc260$bcb7bfd1@sweetsue.foxinternet.net>; from sweetsue@fidalgo.net on Thu, Apr 06, 2000 at 03:05:42PM -0700
References: <006d01bfa014$416cc260$bcb7bfd1@sweetsue.foxinternet.net>
Message-ID: <20000406190433.T23704@pallas.fsck.com>

Did you click the box on the RT Login screen called 
"Send authentication info to all scripts on this server. "?


On Thu, Apr 06, 2000 at 03:05:42PM -0700, Susanne Bullo - Fidalgo wrote:
> Well actually, I can.  It just reroutes back out to the main log in everytime I click on a link.  Here are the particulars about my system and setup:
> 
> Request Tracker 1.0.1
> Linux
> perl5
> Apache 6.1
> MSIE
> 
> Can't figure out why this is happening.  I've had this installed before and it worked swimmingly.
> 
> Thanks!
> 
> Susanne Bullo

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
<lamont> I'm reasonably sure that at least two of the electric blue kangeroos
         I saw were real.




From charlieb at aurema.com  Thu Apr  6 19:30:00 2000
From: charlieb at aurema.com (Charlie Brady)
Date: Fri, 7 Apr 2000 09:30:00 +1000 (EST)
Subject: [rt-users] Coockie problems with proxies
In-Reply-To: <yd8u2heyk13.fsf@harley.kom.auc.dk>
Message-ID: <Pine.SO4.4.05.10004070927560.18928-100000@swag.sw.oz.au>

On 6 Apr 2000, Karsten Thygesen wrote:

> >>>>> "Tobias" == Tobias Brox <tobiasb at tobiasb.funcom.com> writes:
> 
> Tobias> The easy answer is to hack into a file like
> Tobias> lib/rt/ui/web/auth.pm or whatever it was and remove the IP
> Tobias> from the cookie.
> 
> OK - thanks!

Or put less of the IP in the cookie - mask it with a network mask. This
was a recommended solution I saw somewhere - I can't remember if it is in
the doco for CGI.pm, or in Apache documentaion, or in a Lincoln Stein book
I have...

Charlie Brady
Aurema Pty Ltd
 PO Box 305, Strawberry Hills, NSW 2012, Australia
Email:charlieb at aurema.com, Tel: +61 2 9698 2322, Fax: +61 2 9699 9174
  "I think it would be a good idea." Gandhi, on Western Civilisation.





From charlieb at aurema.com  Thu Apr  6 19:31:40 2000
From: charlieb at aurema.com (Charlie Brady)
Date: Fri, 7 Apr 2000 09:31:40 +1000 (EST)
Subject: [rt-users] A small change maybe
In-Reply-To: <200004062215.PAA24672@mendel.ucsc.edu>
Message-ID: <Pine.SO4.4.05.10004070930580.18928-100000@swag.sw.oz.au>

On Thu, 6 Apr 2000, Stephen Hauskins wrote:

> 
> You sort of use 'serial' 'transaction' 'request' number interchangibly.
> 
> It would be nice if it was called one thing.
> 
> I like transaction number instead of serial number as is displayed
> in the interface.  It might make 'merging' a little clearer.

That might introduce more confusion - each request comprises lots of
transactions...

Charlie Brady
Aurema Pty Ltd
 PO Box 305, Strawberry Hills, NSW 2012, Australia
Email:charlieb at aurema.com, Tel: +61 2 9698 2322, Fax: +61 2 9699 9174
  "I think it would be a good idea." Gandhi, on Western Civilisation.





From tobiasb at tobiasb.funcom.com  Fri Apr  7 03:41:14 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Fri, 7 Apr 2000 09:41:14 +0200 (MET DST)
Subject: [rt-users] Coockie problems with proxies
In-Reply-To: <yd8u2heyk13.fsf@harley.kom.auc.dk>
Message-ID: <Pine.LNX.3.95.1000407094005.29537t-100000@tobiasb.funcom.com>

> I can live with broken subject lines, but when the content of the
> message is unreadable, then I will get a hard time. 

You can, but RT can't :)  I find it strange you haven't encountered this
problem yet.

> Hmm...Sounds great. Let me get one thing straight. Is rt-1.1 from CVS
> the one which will be released as 2.0? (if I will have to hack on
> this, I would like to do it on the latest eddition)

The rt-1-1 branch is the pre-2.0, yes.

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From tobiasb at tobiasb.funcom.com  Fri Apr  7 03:41:52 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Fri, 7 Apr 2000 09:41:52 +0200 (MET DST)
Subject: [rt-users] Can't log into the web interface
In-Reply-To: <006d01bfa014$416cc260$bcb7bfd1@sweetsue.foxinternet.net>
Message-ID: <Pine.LNX.3.95.1000407094119.29537u-100000@tobiasb.funcom.com>

> Well actually, I can.  It just reroutes back out to the main log in
> everytime I click on a link.

Check the FAQ, the section on "can't log in" or what it was.

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From tobiasb at tobiasb.funcom.com  Fri Apr  7 03:43:44 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Fri, 7 Apr 2000 09:43:44 +0200 (MET DST)
Subject: [rt-users] A small change maybe
In-Reply-To: <200004062215.PAA24672@mendel.ucsc.edu>
Message-ID: <Pine.LNX.3.95.1000407094208.29537v-100000@tobiasb.funcom.com>

> You sort of use 'serial' 'transaction' 'request' number interchangibly.

The transaction ID is individual for each transaction.  There can be
several transactions for each request.  "Serial number" is the "official"
notation of a request ID in 1.0.  In 2.0, we will use "Ticket ID"
(right, Jesse?).

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From sommerfeld at orchard.arlington.ma.us  Fri Apr  7 11:36:13 2000
From: sommerfeld at orchard.arlington.ma.us (Bill Sommerfeld)
Date: Fri, 07 Apr 2000 11:36:13 -0400
Subject: [rt-users] Coockie problems with proxies 
In-Reply-To: Message from Charlie Brady <charlieb@aurema.com> 
   of "Fri, 07 Apr 2000 09:30:00 +1000." <Pine.SO4.4.05.10004070927560.18928-100000@swag.sw.oz.au> 
Message-ID: <200004071536.LAA10986@thunk.hamachi.org>

> Or put less of the IP in the cookie - mask it with a network mask. This
> was a recommended solution I saw somewhere - I can't remember if it is in
> the doco for CGI.pm, or in Apache documentaion, or in a Lincoln Stein book
> I have...

There's no guarantee that all proxies a user may appear through will
be in the same block, or that you'll be able to guess an appropriately
wide netmask..

If you want security, don't trust the source IP address.. an attacker
trying to steal a session may be coming through the same proxy as the
victim... 

Instead, use SSL ..

						- Bill




From jesse at fsck.com  Fri Apr  7 12:13:35 2000
From: jesse at fsck.com (Jesse)
Date: Fri, 7 Apr 2000 12:13:35 -0400
Subject: [rt-users] Coockie problems with proxies
In-Reply-To: <200004071536.LAA10986@thunk.hamachi.org>; from sommerfeld@orchard.arlington.ma.us on Fri, Apr 07, 2000 at 11:36:13AM -0400
References: <charlieb@aurema.com> <200004071536.LAA10986@thunk.hamachi.org>
Message-ID: <20000407121335.W23704@pallas.fsck.com>

On Fri, Apr 07, 2000 at 11:36:13AM -0400, Bill Sommerfeld wrote:
> If you want security, don't trust the source IP address.. an attacker
> trying to steal a session may be coming through the same proxy as the
> victim... 
> 
> Instead, use SSL ..
> 						- Bill
*nod* The goal of the current password hashing was to do something 
that would be "slightly" better than http-basic.  In production, 
SSL is something that you can depend on.

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
They'll take my private key when they pry it from my cold dead fingers!




From mcamargo at bestway.com.br  Fri Apr  7 15:05:20 2000
From: mcamargo at bestway.com.br (Marcelo Rodrigues de Camargo)
Date: Fri, 7 Apr 2000 16:05:20 -0300 (EST)
Subject: [rt-users] rt installation
In-Reply-To: <20000407121335.W23704@pallas.fsck.com>
Message-ID: <Pine.LNX.4.10.10004071552150.24062-100000@voyager.bestway.com.br>

Hello,

When I execute rtadmin the message below is returned

Can't load '/usr/lib/perl5/site_perl/i386-linux/auto/DBD/mysql/mysql.so' 
for module DBD::mysql: File not found at 
/usr/lib/perl5/i386-linux/DynaLoader.pm line 169.

at /usr/lib/perl5/site_perl/i386-linux/Mysql.pm line 13 BEGIN
failed--compilation aborted at /usr/local/etc/rt/lib/rt/database.pm line
8.

I follow the instructions in README for installation but not work.
The modules Msql... DBI... Data-show... MD5.... were installed.

What's the problem ?

[]'s
Marcelo





From jesse at fsck.com  Fri Apr  7 15:13:53 2000
From: jesse at fsck.com (Jesse)
Date: Fri, 7 Apr 2000 15:13:53 -0400
Subject: [rt-users] rt installation
In-Reply-To: <Pine.LNX.4.10.10004071552150.24062-100000@voyager.bestway.com.br>; from mcamargo@bestway.com.br on Fri, Apr 07, 2000 at 04:05:20PM -0300
References: <20000407121335.W23704@pallas.fsck.com> <Pine.LNX.4.10.10004071552150.24062-100000@voyager.bestway.com.br>
Message-ID: <20000407151353.Z23704@pallas.fsck.com>

Did you install the mysql-devel package? (I assume you installed mysql 
from RPMS)

	jesse

On Fri, Apr 07, 2000 at 04:05:20PM -0300, Marcelo Rodrigues de Camargo wrote:
> 
> Hello,
> 
> When I execute rtadmin the message below is returned
> 
> Can't load '/usr/lib/perl5/site_perl/i386-linux/auto/DBD/mysql/mysql.so' 
> for module DBD::mysql: File not found at 
> /usr/lib/perl5/i386-linux/DynaLoader.pm line 169.
> 
> at /usr/lib/perl5/site_perl/i386-linux/Mysql.pm line 13 BEGIN
> failed--compilation aborted at /usr/local/etc/rt/lib/rt/database.pm line
> 8.
> 
> I follow the instructions in README for installation but not work.
> The modules Msql... DBI... Data-show... MD5.... were installed.
> 
> What's the problem ?
> 
> []'s
> Marcelo
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
Any e-mail sent to the SLA will immediately become the intellectual property
of the SLA and the author of said message will enter into a period of
indentured servitude which will last for a period of time no less than seven
years. 




From tobiasb at tobiasb.funcom.com  Mon Apr 10 03:29:06 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Mon, 10 Apr 2000 09:29:06 +0200 (MET DST)
Subject: [rt-users] rt installation
In-Reply-To: <Pine.LNX.4.10.10004071552150.24062-100000@voyager.bestway.com.br>
Message-ID: <Pine.LNX.3.95.1000410092821.29537z-100000@tobiasb.funcom.com>

> The modules Msql...
(...)
> What's the problem ?

Maybe the problem is that we use mysql and not msql?

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From tobiasb at tobiasb.funcom.com  Mon Apr 10 04:16:31 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Mon, 10 Apr 2000 10:16:31 +0200 (MET DST)
Subject: [rt-users] Decoding of and matching to RFC2047-encoded subjects?
In-Reply-To: <Pine.SOL.4.05.10004092024570.16551-100000@phys-staff1.kolumbus.fi>
Message-ID: <Pine.LNX.3.95.1000410101524.29537I-100000@tobiasb.funcom.com>

> Do you think this would help:
> http://www.xray.mpe.mpg.de/mailing-lists/procmail/2000-03/msg00095.html

Probably.  I'd like to see feedback here if somebody gets it up working.

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From wiltzlan at mail.brcc.cc.la.us  Tue Apr 11 22:46:53 2000
From: wiltzlan at mail.brcc.cc.la.us (L. NcGai Wiltz)
Date: Tue, 11 Apr 2000 21:46:53 -0500
Subject: [rt-users] No Web Access
Message-ID: <NDBBLMNNCKHMMFAMIKDLKEFCCAAA.wiltzlan@mail.brcc.cc.la.us>

RT Version 1.02
Linux 2.2.14-15 system
Perl 5.005
Apache Web Server

Problem:
rtadmin works fine but, admin-webrt.cgi and webrt.cgi gives an internal
server error.

I added the Alias and ScriptAlias to httpd.conf and problemis still there.


Any help is appreciated.


Thanks,

NcGai





From jesse at fsck.com  Tue Apr 11 22:53:14 2000
From: jesse at fsck.com (Jesse)
Date: Tue, 11 Apr 2000 22:53:14 -0400
Subject: [rt-users] No Web Access
In-Reply-To: <NDBBLMNNCKHMMFAMIKDLKEFCCAAA.wiltzlan@mail.brcc.cc.la.us>; from wiltzlan@mail.brcc.cc.la.us on Tue, Apr 11, 2000 at 09:46:53PM -0500
References: <NDBBLMNNCKHMMFAMIKDLKEFCCAAA.wiltzlan@mail.brcc.cc.la.us>
Message-ID: <20000411225314.Z23704@pallas.fsck.com>

Have you looked at the apache error log?
what happens when you run webrt.cgi from the commandline?
On Tue, Apr 11, 2000 at 09:46:53PM -0500, L. NcGai Wiltz wrote:
> RT Version 1.02
> Linux 2.2.14-15 system
> Perl 5.005
> Apache Web Server
> 
> Problem:
> rtadmin works fine but, admin-webrt.cgi and webrt.cgi gives an internal
> server error.
> 
> I added the Alias and ScriptAlias to httpd.conf and problemis still there.
> 
> 
> Any help is appreciated.
> 
> 
> Thanks,
> 
> NcGai
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
Linux is like a Vorlon.  It is incredibly powerful, gives terse,
cryptic answers and has a lot of things going on in the background.




From tobiasb at tobiasb.funcom.com  Wed Apr 12 04:10:01 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Wed, 12 Apr 2000 10:10:01 +0200 (MET DST)
Subject: [rt-users] No Web Access
In-Reply-To: <NDBBLMNNCKHMMFAMIKDLKEFCCAAA.wiltzlan@mail.brcc.cc.la.us>
Message-ID: <Pine.LNX.3.95.1000412100947.29537n-100000@tobiasb.funcom.com>

> Problem:
> rtadmin works fine but, admin-webrt.cgi and webrt.cgi gives an internal
> server error.

Check the web servers error log.

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From Elmar.Knipp at knipp.de  Wed Apr 12 04:19:26 2000
From: Elmar.Knipp at knipp.de (Elmar Knipp)
Date: Wed, 12 Apr 2000 10:19:26 +0200 (METDST)
Subject: [rt-users] mail reminder
In-Reply-To: <Pine.LNX.3.95.1000412100947.29537n-100000@tobiasb.funcom.com>
Message-ID: <Pine.HPX.4.21.0004121016170.20800-100000@hpc3k.do.knipp.de>

Hi all,

is there a mail trigger for tickets, which are over the due time? I want
to remind the owner of the ticket. Can't find anything in the docu.

I still use version 0.99.9.


Regards,
Elmar

-- 
_____________________________________________________________________
     |       |
     | knipp |                   Knipp  Medien und Kommunikation GmbH
      -------                           Technologiepark
                                        Martin-Schmeisser-Weg 9
                                        44227 Dortmund
                                        Germany
                                        Fon: +49 231 9703-0
     Elmar.Knipp at knipp.de               Fax: +49 231 9703-200





From tobiasb at tobiasb.funcom.com  Wed Apr 12 04:34:53 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Wed, 12 Apr 2000 10:34:53 +0200 (MET DST)
Subject: [rt-users] mail reminder
In-Reply-To: <Pine.HPX.4.21.0004121016170.20800-100000@hpc3k.do.knipp.de>
Message-ID: <Pine.LNX.3.95.1000412103345.29537r-100000@tobiasb.funcom.com>

> is there a mail trigger for tickets, which are over the due time? I want
> to remind the owner of the ticket. Can't find anything in the docu.

Somebody wrote an alarm/report script sometime for 1.0, can't remember who
or where it is...anybody?

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From stephen at mendel.ucsc.edu  Wed Apr 12 11:36:41 2000
From: stephen at mendel.ucsc.edu (Stephen Hauskins)
Date: Wed, 12 Apr 2000 08:36:41 -0700 (PDT)
Subject: [rt-users] No Web Access
Message-ID: <200004121536.IAA02335@mendel.ucsc.edu>

>

mysql or msql?

This sounds similiar to the issue I had about static vs dynamic library
linking mysql.

Stephen Hauskins

> 
> RT Version 1.02
> Linux 2.2.14-15 system
> Perl 5.005
> Apache Web Server
> 
> Problem:
> rtadmin works fine but, admin-webrt.cgi and webrt.cgi gives an internal
> server error.
> 
> I added the Alias and ScriptAlias to httpd.conf and problemis still there.
> 
> 
> Any help is appreciated.
> 
> 
> Thanks,
> 
> NcGai
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

Stephen Hauskins
Biology Computing
(831) 459-4604
"The root is the cause of all evil"





From feargal at thecia.ie  Wed Apr 12 15:30:26 2000
From: feargal at thecia.ie (Feargal Reilly)
Date: Wed, 12 Apr 2000 19:30:26 +0000
Subject: [rt-users] sendmail configuration error...
Message-ID: <00041219465907.15991@portia.office.thecia.ie>

In v1.0.1 I've noticed a slight glitch with the sendmail options:
in /rt_path/etc/config.pm around line 73:

$mail_options = "-oi -t -ODeliveryMode=b -OErrorMode=m";   

The above was what was in my copy. My version of sendmail didn't like this, and
although RT functioned, e-mail transactions took quite some time. 
My sendmail version wants spaces between the -O and the option names. i.e. the
line should read:

$mail_options = "-oi -t -O DeliveryMode=b -O ErrorMode=m";   

I don't know if this is wrong for everybody, or just a few, so DON'T run off
and change it just because you got this message.
If however, when you used the cli to create a new request, you receive a lot
of warnings about "write_log: failed", "eliveryMode=b: Permission
denied", and e-mail transactions in general being very slow, although working,
this is possibly the source of the problem. 

The version of sendmail is V8/Berkeley, Config version number V8.9.3, on
FreeBSD 4.2 stable.

My suspicion is that sendmail made a change to remove those spaces, but my
version doesn't know that, or something. 
Anyway, thought you might like to know.

-Feargal.

Feargal Reilly,
Systems Administrator,
The Communications Interactive Agency.
Phone: +353-86-8157621






From clark at desktop.com  Wed Apr 12 16:47:09 2000
From: clark at desktop.com (Clark Shishido)
Date: Wed, 12 Apr 2000 13:47:09 -0700
Subject: [rt-users] sendmail configuration error...
In-Reply-To: <00041219465907.15991@portia.office.thecia.ie>
References: <00041219465907.15991@portia.office.thecia.ie>
Message-ID: <v04220803b51a912e81a4@[192.168.1.42]>

Feargal Reilly said:
>In v1.0.1 I've noticed a slight glitch with the sendmail options:
>in /rt_path/etc/config.pm around line 73:
>
>$mail_options = "-oi -t -ODeliveryMode=b -OErrorMode=m";   

the default works for me on FreeBSD-3.3 with sendmail 8.9.3

>The version of sendmail is V8/Berkeley, Config version number V8.9.3, on
>FreeBSD 4.2 stable.

I don't think 4.2 is out, but if you are running FreeBSD 4-STABLE
/usr/sbin/sendmail is not really sendmail but mailwrapper,
which looks at mailer.conf. This is new to FreeBSD 4. 

--clark 





From mbrader at aurema.com  Mon Apr 17 00:15:18 2000
From: mbrader at aurema.com (Michael Brader)
Date: 17 Apr 2000 14:15:18 +1000
Subject: [rt-users] mail reminder
In-Reply-To: Tobias Brox's message of "Wed, 12 Apr 2000 10:34:53 +0200 (MET DST)"
References: <Pine.LNX.3.95.1000412103345.29537r-100000@tobiasb.funcom.com>
Message-ID: <qchfd1fjmx.fsf@swag.sw.oz.au>

Tobias Brox <tobiasb at tobiasb.funcom.com> writes:

> > is there a mail trigger for tickets, which are over the due time? I want
> > to remind the owner of the ticket. Can't find anything in the docu.
> 
> Somebody wrote an alarm/report script sometime for 1.0, can't remember who
> or where it is...anybody?

'twas me and it's an alarm rather than a report script. It checks for
due dates but you can configure it up to also report on requests which
have not been changed in a long time. You'll need to mess around with
the variables near the top to get it working at your site. It should
work with 1.0.

http://www.healey.com.au/~mbrader/src/rt-report.gz

Enjoy,

-- 
Michael Brader
Aurema Pty Ltd (formerly Softway Pty Ltd)
PO Box 305, Strawberry Hills, NSW 2012, Australia
Email:mbrader at aurema.com, Tel: +61 2 9698 2322, Fax: +61 2 9699 9174




From stephenl at examen.com  Tue Apr 18 11:13:15 2000
From: stephenl at examen.com (Stephen J. Lawrence Jr.)
Date: Tue, 18 Apr 2000 08:13:15 -0700
Subject: [rt-users] Template Problems
Message-ID: <38FC7B8B.4EE651A5@examen.com>

Hello, I am receiving the following message when a ticket is created:


The specified template is missing or inaccessable.
 (/usr/local/rt/etc/templates/queues/helpdesk/correspondence)
 However, the custom content which was supposed to fill the template was:


-------------------------------------------- Managed by Request Tracker

I have copied each of the generic_templates into
/usr/local/rt/etc/templates/queues/helpdesk but they do not appear to be
working, and the comments/replies/gives do not come with the email response,
just the error message.

--
Thanks,

Stephen Lawrence
-Support Technician & Webmaster
-Examen, Inc.
-stephenl at examen.com
-916-921-4300 ext. 703






From jesse at fsck.com  Tue Apr 18 11:23:18 2000
From: jesse at fsck.com (Jesse)
Date: Tue, 18 Apr 2000 11:23:18 -0400
Subject: [rt-users] Template Problems
In-Reply-To: <38FC7B8B.4EE651A5@examen.com>; from stephenl@examen.com on Tue, Apr 18, 2000 at 08:13:15AM -0700
References: <38FC7B8B.4EE651A5@examen.com>
Message-ID: <20000418112318.T25278@pallas.fsck.com>

You should not have needed to copy those templates in by hand. RT
should have done that automatically. are you sure that permissions allow
the RT user to read those templates?

On Tue, Apr 18, 2000 at 08:13:15AM -0700, Stephen J. Lawrence Jr. wrote:
> Hello, I am receiving the following message when a ticket is created:
> 
> 
> The specified template is missing or inaccessable.
>  (/usr/local/rt/etc/templates/queues/helpdesk/correspondence)
>  However, the custom content which was supposed to fill the template was:
> 
> 
> -------------------------------------------- Managed by Request Tracker
> 
> I have copied each of the generic_templates into
> /usr/local/rt/etc/templates/queues/helpdesk but they do not appear to be
> working, and the comments/replies/gives do not come with the email response,
> just the error message.
> 
> --
> Thanks,
> 
> Stephen Lawrence
> -Support Technician & Webmaster
> -Examen, Inc.
> -stephenl at examen.com
> -916-921-4300 ext. 703
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
<lamont> I'm reasonably sure that at least two of the electric blue kangeroos
         I saw were real.




From stephenl at examen.com  Tue Apr 18 11:26:47 2000
From: stephenl at examen.com (Stephen J. Lawrence Jr.)
Date: Tue, 18 Apr 2000 08:26:47 -0700
Subject: [rt-users] Template Problems
References: <38FC7B8B.4EE651A5@examen.com> <20000418112318.T25278@pallas.fsck.com>
Message-ID: <38FC7EB6.6E909246@examen.com>

They are set to root:root 555

Jesse wrote:

> You should not have needed to copy those templates in by hand. RT
> should have done that automatically. are you sure that permissions allow
> the RT user to read those templates?
>
> On Tue, Apr 18, 2000 at 08:13:15AM -0700, Stephen J. Lawrence Jr. wrote:
> > Hello, I am receiving the following message when a ticket is created:
> >
> >
> > The specified template is missing or inaccessable.
> >  (/usr/local/rt/etc/templates/queues/helpdesk/correspondence)
> >  However, the custom content which was supposed to fill the template was:
> >
> >
> > -------------------------------------------- Managed by Request Tracker
> >
> > I have copied each of the generic_templates into
> > /usr/local/rt/etc/templates/queues/helpdesk but they do not appear to be
> > working, and the comments/replies/gives do not come with the email response,
> > just the error message.
> >
> > --
> > Thanks,
> >
> > Stephen Lawrence
> > -Support Technician & Webmaster
> > -Examen, Inc.
> > -stephenl at examen.com
> > -916-921-4300 ext. 703
> >
> >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
> --
> jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com
> pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
> --------------------------------------------------------------
> <lamont> I'm reasonably sure that at least two of the electric blue kangeroos
>          I saw were real.

--
Thanks,

Stephen Lawrence
-Support Technician & Webmaster
-Examen, Inc.
-stephenl at examen.com
-916-921-4300 ext. 703






From feargal at thecia.ie  Tue Apr 18 11:51:07 2000
From: feargal at thecia.ie (Feargal Reilly)
Date: Tue, 18 Apr 2000 15:51:07 +0000
Subject: [rt-users] Template Problems
References: <38FC7EB6.6E909246@examen.com>
Message-ID: <00041815550305.04491@portia.office.thecia.ie>

You should chown these to your rt-user, not root.
i.e. ls -l /usr/local/rt/etc/templates/queues/helpdesk/correspondance should
read:
-rwxr-xr-x  1  rt  rt    16 Jan   1  1970  correspondance*

-Feargal Reilly,
Systems Administrator,
The Communications Interactive Agency.
Phone: +353-86-8157621

On Tue, 18 Apr 2000, Stephen J. Lawrence Jr. wrote:
> They are set to root:root 555
> 
> Jesse wrote:
> 
> > You should not have needed to copy those templates in by hand. RT
> > should have done that automatically. are you sure that permissions allow
> > the RT user to read those templates?
> >
> > On Tue, Apr 18, 2000 at 08:13:15AM -0700, Stephen J. Lawrence Jr. wrote:
> > > Hello, I am receiving the following message when a ticket is created:
> > >
> > >
> > > The specified template is missing or inaccessable.
> > >  (/usr/local/rt/etc/templates/queues/helpdesk/correspondence)
> > >  However, the custom content which was supposed to fill the template was:
> > >
> > >
> > > -------------------------------------------- Managed by Request Tracker
> > >
> > > I have copied each of the generic_templates into
> > > /usr/local/rt/etc/templates/queues/helpdesk but they do not appear to be
> > > working, and the comments/replies/gives do not come with the email response,
> > > just the error message.
> > >
> > > --
> > > Thanks,
> > >
> > > Stephen Lawrence
> > > -Support Technician & Webmaster
> > > -Examen, Inc.
> > > -stephenl at examen.com
> > > -916-921-4300 ext. 703
> > >
> > >
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> >
> > --
> > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com
> > pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
> > --------------------------------------------------------------
> > <lamont> I'm reasonably sure that at least two of the electric blue kangeroos
> >          I saw were real.
> 
> --
> Thanks,
> 
> Stephen Lawrence
> -Support Technician & Webmaster
> -Examen, Inc.
> -stephenl at examen.com
> -916-921-4300 ext. 703
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users





From jesse at fsck.com  Tue Apr 18 11:51:40 2000
From: jesse at fsck.com (Jesse)
Date: Tue, 18 Apr 2000 11:51:40 -0400
Subject: [rt-users] Template Problems
In-Reply-To: <38FC7EB6.6E909246@examen.com>; from stephenl@examen.com on Tue, Apr 18, 2000 at 08:26:47AM -0700
References: <38FC7B8B.4EE651A5@examen.com> <20000418112318.T25278@pallas.fsck.com> <38FC7EB6.6E909246@examen.com>
Message-ID: <20000418115140.U25278@pallas.fsck.com>

if you su to rt, can you cat the templates by
specifying their full path?
ie cd /
cat /path/to/rt/etc/templates/queues/helpdesk/correspondence ?


On Tue, Apr 18, 2000 at 08:26:47AM -0700, Stephen J. Lawrence Jr. wrote:
> They are set to root:root 555
> 
> Jesse wrote:
> 
> > You should not have needed to copy those templates in by hand. RT
> > should have done that automatically. are you sure that permissions allow
> > the RT user to read those templates?
> >
> > On Tue, Apr 18, 2000 at 08:13:15AM -0700, Stephen J. Lawrence Jr. wrote:
> > > Hello, I am receiving the following message when a ticket is created:
> > >
> > >
> > > The specified template is missing or inaccessable.
> > >  (/usr/local/rt/etc/templates/queues/helpdesk/correspondence)
> > >  However, the custom content which was supposed to fill the template was:
> > >
> > >
> > > -------------------------------------------- Managed by Request Tracker
> > >
> > > I have copied each of the generic_templates into
> > > /usr/local/rt/etc/templates/queues/helpdesk but they do not appear to be
> > > working, and the comments/replies/gives do not come with the email response,
> > > just the error message.
> > >
> > > --
> > > Thanks,
> > >
> > > Stephen Lawrence
> > > -Support Technician & Webmaster
> > > -Examen, Inc.
> > > -stephenl at examen.com
> > > -916-921-4300 ext. 703
> > >
> > >
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> >
> > --
> > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com
> > pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
> > --------------------------------------------------------------
> > <lamont> I'm reasonably sure that at least two of the electric blue kangeroos
> >          I saw were real.
> 
> --
> Thanks,
> 
> Stephen Lawrence
> -Support Technician & Webmaster
> -Examen, Inc.
> -stephenl at examen.com
> -916-921-4300 ext. 703
> 
> 
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
Emacs is a pretty good operating system, but Unix has a better editor.




From stephenl at examen.com  Tue Apr 18 12:08:40 2000
From: stephenl at examen.com (Stephen J. Lawrence Jr.)
Date: Tue, 18 Apr 2000 09:08:40 -0700
Subject: [rt-users] Template Problems
References: <38FC7B8B.4EE651A5@examen.com> <20000418112318.T25278@pallas.fsck.com> <38FC7EB6.6E909246@examen.com> <20000418115140.U25278@pallas.fsck.com>
Message-ID: <38FC8888.5495DDA0@examen.com>

Looks like for some reason when I created the queue originally (I think I did it
through the shell), something went wrong, because I just created a new queue and it
has all the templates, and is rt:nobody 555.

It is now working correctly.

Just FYI: It would be nice to have links to and from admin-webrt and werbrt sites. I
have to manually switch between sites. No biggie though.
Also, I am using Postfix as my mail agent on my Linux box. It works fine, but you must
use the second mail command, not the sendmail one. I was thinking that since postfix
is a sendmail drop-in that it would work with the sendmail line.

Jesse wrote:

> if you su to rt, can you cat the templates by
> specifying their full path?
> ie cd /
> cat /path/to/rt/etc/templates/queues/helpdesk/correspondence ?
>

--
Thanks,

Stephen Lawrence
-Support Technician & Webmaster
-Examen, Inc.
-stephenl at examen.com
-916-921-4300 ext. 703






From stephenl at examen.com  Tue Apr 18 13:21:50 2000
From: stephenl at examen.com (Stephen J. Lawrence Jr.)
Date: Tue, 18 Apr 2000 10:21:50 -0700
Subject: [rt-users] Source Code
Message-ID: <38FC99AE.2934ED0D@examen.com>

I was just curious why the CGI scripts are not viewable. Are the compiled or
something? I was really hoping that I could make mods to the scripts directly.

--
Thanks,

Stephen Lawrence
-Support Technician & Webmaster
-Examen, Inc.
-stephenl at examen.com
-916-921-4300 ext. 703






From rmillis at enel.ucalgary.ca  Tue Apr 18 13:25:56 2000
From: rmillis at enel.ucalgary.ca (Randy Millis)
Date: Tue, 18 Apr 2000 11:25:56 -0600
Subject: [rt-users] End User Access to RT
Message-ID: <38FC9AA4.262DC6C0@enel.ucalgary.ca>

It there a way to allow individual users access to RT so they can only
to view their tickets but no one else's?

Can I permit them only to perform certain functions such as being able
to create a request, but not be able to assign it to anyone?

Is there an easy way to create user account in bulk from my password
file and keep the password in sync with my NIS server?

--
Randy Millis
Programmer Analyst
Electrical and Computer Engineering
University of Calgary
2500 University Dr. N.W.
Calgary, Alberta
Canada T2N 1N4
Tel: 403-220-4864  Fax: 403-282-6855
rmillis at enel.ucalgary.ca
http://www.enel.ucalgary.ca/






From egoodwin at unimatrix.com  Tue Apr 18 13:25:15 2000
From: egoodwin at unimatrix.com (R. Eriks Goodwin)
Date: Tue, 18 Apr 2000 13:25:15 -0400
Subject: [rt-users] Headings
Message-ID: <38FC9A7B.EDD03855@unimatrix.com>

Where can I change/modify the headers and/or footers to reflect my
company's name, etc.?

--E

--
R. Eriks Goodwin, CEO
UniMatrix International Corporation
2101 East Main Street, Suite 900
Richmond, Virginia 23223-7050, U.S.A.
Tel: 804-780-0590   Fax: 804-780-0591

Computers  *  Web Sites  *  SDSL, T-1, T-3, DS-3

http://www.unimatrix.com






From jesse at fsck.com  Tue Apr 18 14:28:01 2000
From: jesse at fsck.com (Jesse)
Date: Tue, 18 Apr 2000 14:28:01 -0400
Subject: [rt-users] Source Code
In-Reply-To: <38FC99AE.2934ED0D@examen.com>; from stephenl@examen.com on Tue, Apr 18, 2000 at 10:21:50AM -0700
References: <38FC99AE.2934ED0D@examen.com>
Message-ID: <20000418142801.W25278@pallas.fsck.com>

The CGI scripts are C wrappers around lib/rt/ui/web/*

On Tue, Apr 18, 2000 at 10:21:50AM -0700, Stephen J. Lawrence Jr. wrote:
> I was just curious why the CGI scripts are not viewable. Are the compiled or
> something? I was really hoping that I could make mods to the scripts directly.
> 
> --
> Thanks,
> 
> Stephen Lawrence
> -Support Technician & Webmaster
> -Examen, Inc.
> -stephenl at examen.com
> -916-921-4300 ext. 703
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
There are no supercomputer applications that are solvable that cannot be solved
in finite time using a fucking TRS-80 with approprite disk/tape drives.  Zero.
									-Tanj




From feargal at thecia.ie  Tue Apr 18 16:30:07 2000
From: feargal at thecia.ie (Feargal Reilly)
Date: Tue, 18 Apr 2000 20:30:07 +0000
Subject: [rt-users] Source Code
References: <38FC99AE.2934ED0D@examen.com>
Message-ID: <00041820335408.04491@portia.office.thecia.ie>

It appears to be compiled from all the rt/lib/blah/subdir/blah.om files. Making
changes to the pm files will be effective immediantly (well, click 'reload'
first :) ). 
It's a bit messy to root around but it does make sense after a while...
An insight into the weird and wonderful mind of Jesse?

-Feargal.

Feargal Reilly,
Systems Administrator,
The Communications Interactive Agency.
Phone: +353-86-8157621

--
On Tue, 18 Apr 2000,
Stephen J. Lawrence Jr. wrote: > I was just curious why the CGI scripts are not
viewable. Are the compiled or > something? I was really hoping that I could
make mods to the scripts directly. > 
> --
> Thanks,
> 
> Stephen Lawrence
> -Support Technician & Webmaster
> -Examen, Inc.
> -stephenl at examen.com
> -916-921-4300 ext. 703
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
--




From stephenl at examen.com  Tue Apr 18 16:30:11 2000
From: stephenl at examen.com (Stephen J. Lawrence Jr.)
Date: Tue, 18 Apr 2000 13:30:11 -0700
Subject: [rt-users] Source Code
References: <38FC99AE.2934ED0D@examen.com> <00041820335408.04491@portia.office.thecia.ie>
Message-ID: <38FCC5D3.DB16E616@examen.com>

IC, that does make sense. As long as I don't have to re-make the Makefile every
time I modify the source, I am happy. Can't wait for the DBI usage: that is the way
to go!

Feargal Reilly wrote:

> It appears to be compiled from all the rt/lib/blah/subdir/blah.om files. Making
> changes to the pm files will be effective immediantly (well, click 'reload'
> first :) ).
> It's a bit messy to root around but it does make sense after a while...
> An insight into the weird and wonderful mind of Jesse?
>
> -Feargal.
>
> Feargal Reilly,
> Systems Administrator,
> The Communications Interactive Agency.
> Phone: +353-86-8157621
>
> --
> On Tue, 18 Apr 2000,
> Stephen J. Lawrence Jr. wrote: > I was just curious why the CGI scripts are not
> viewable. Are the compiled or > something? I was really hoping that I could
> make mods to the scripts directly. >
> > --
> > Thanks,
> >
> > Stephen Lawrence
> > -Support Technician & Webmaster
> > -Examen, Inc.
> > -stephenl at examen.com
> > -916-921-4300 ext. 703
> >
> >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> --

--
Thanks,

Stephen Lawrence
-Support Technician & Webmaster
-Examen, Inc.
-stephenl at examen.com
-916-921-4300 ext. 703






From jesse at fsck.com  Tue Apr 18 16:35:22 2000
From: jesse at fsck.com (Jesse)
Date: Tue, 18 Apr 2000 16:35:22 -0400
Subject: [rt-users] Source Code
In-Reply-To: <00041820335408.04491@portia.office.thecia.ie>; from feargal@thecia.ie on Tue, Apr 18, 2000 at 08:30:07PM +0000
References: <38FC99AE.2934ED0D@examen.com> <00041820335408.04491@portia.office.thecia.ie>
Message-ID: <20000418163522.X25278@pallas.fsck.com>

Actually, it's compiled from suidrt.c :) The perl is all interpreted
at runtime. And yeah, the 1.0 code is really ugly. 2.0 is much better. 
really.

	jesse
On Tue, Apr 18, 2000 at 08:30:07PM +0000, Feargal Reilly wrote:
> It appears to be compiled from all the rt/lib/blah/subdir/blah.om files. Making
> changes to the pm files will be effective immediantly (well, click 'reload'
> first :) ). 
> It's a bit messy to root around but it does make sense after a while...
> An insight into the weird and wonderful mind of Jesse?
> 
> -Feargal.
> 
> Feargal Reilly,
> Systems Administrator,
> The Communications Interactive Agency.
> Phone: +353-86-8157621
> 
> --
> On Tue, 18 Apr 2000,
> Stephen J. Lawrence Jr. wrote: > I was just curious why the CGI scripts are not
> viewable. Are the compiled or > something? I was really hoping that I could
> make mods to the scripts directly. > 
> > --
> > Thanks,
> > 
> > Stephen Lawrence
> > -Support Technician & Webmaster
> > -Examen, Inc.
> > -stephenl at examen.com
> > -916-921-4300 ext. 703
> > 
> > 
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> --
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
They'll take my private key when they pry it from my cold dead fingers!




From feargal at thecia.ie  Tue Apr 18 16:41:31 2000
From: feargal at thecia.ie (Feargal Reilly)
Date: Tue, 18 Apr 2000 20:41:31 +0000
Subject: [rt-users] Source Code
References: <38FCC5D3.DB16E616@examen.com>
Message-ID: <0004182044190B.04491@portia.office.thecia.ie>

Eww! DBI!!! :-0
As a BTW, if anybody is interested, I'm near complete writing a tcl/expect
interface to rt so that you can make your own forms and do lots of fun cgi
stuff with it. I'll throw a tarball out in a day or two if anybody wants it.

-Feargal.

Feargal Reilly,
Systems Administrator,
The Communications Interactive Agency.
Phone: +353-86-8157621



On Tue, 18 Apr 2000, Stephen J. Lawrence Jr. wrote:
> IC, that does make sense. As long as I don't have to re-make the Makefile every
> time I modify the source, I am happy. Can't wait for the DBI usage: that is the way
> to go!
> 
> Feargal Reilly wrote:
> 
> > It appears to be compiled from all the rt/lib/blah/subdir/blah.om files. Making
> > changes to the pm files will be effective immediantly (well, click 'reload'
> > first :) ).
> > It's a bit messy to root around but it does make sense after a while...
> > An insight into the weird and wonderful mind of Jesse?
> >
> > -Feargal.
> >
> > Feargal Reilly,
> > Systems Administrator,
> > The Communications Interactive Agency.
> > Phone: +353-86-8157621
> >
> > --
> > On Tue, 18 Apr 2000,
> > Stephen J. Lawrence Jr. wrote: > I was just curious why the CGI scripts are not
> > viewable. Are the compiled or > something? I was really hoping that I could
> > make mods to the scripts directly. >
> > > --
> > > Thanks,
> > >
> > > Stephen Lawrence
> > > -Support Technician & Webmaster
> > > -Examen, Inc.
> > > -stephenl at examen.com
> > > -916-921-4300 ext. 703
> > >
> > >
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > --
> 
> --
> Thanks,
> 
> Stephen Lawrence
> -Support Technician & Webmaster
> -Examen, Inc.
> -stephenl at examen.com
> -916-921-4300 ext. 703
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
--







From stephenl at examen.com  Wed Apr 19 10:56:35 2000
From: stephenl at examen.com (Stephen J. Lawrence Jr.)
Date: Wed, 19 Apr 2000 07:56:35 -0700
Subject: [rt-users] Great Program
Message-ID: <38FDC923.E0E6F294@examen.com>

Just wanted to say that this package seems to be very complete. I have been
attempting to use many different packages, but they either are too expensive,
or buggy. RT seems to have overcome both of these problems. Keep up the good
work!

--
Thanks,

Stephen Lawrence
-Support Technician & Webmaster
-Examen, Inc.
-stephenl at examen.com
-916-921-4300 ext. 703






From stephenl at examen.com  Wed Apr 19 10:57:16 2000
From: stephenl at examen.com (Stephen J. Lawrence Jr.)
Date: Wed, 19 Apr 2000 07:57:16 -0700
Subject: [rt-users] Auto Response
Message-ID: <38FDC94B.581B382@examen.com>

For some reason, other users (besides me) who are sending email requests into
RT are not being emailed with auto-confirmations, nor any update email. Here
are some of the settings ...

Allow non-members to create request is ON
Send email notification of each transaction ON
Send email notifications of each transaction (except comment) ON
Send an autoreply on request creation ON

Am I missing something?

I am receiving all the email, but no one else is.


--
Thanks,

Stephen Lawrence
-Support Technician & Webmaster
-Examen, Inc.
-stephenl at examen.com
-916-921-4300 ext. 703






From rcgraves at brandeis.edu  Thu Apr 20 08:53:42 2000
From: rcgraves at brandeis.edu (Rich Graves)
Date: Thu, 20 Apr 2000 08:53:42 -0400 (EDT)
Subject: [rt-users] "Final priority" and full-text transaction search
Message-ID: <Pine.LNX.4.21.0004200023130.24930-100000@quixote.unet.brandeis.edu>

I installed RT last week and I really like it.

One thing confuses me though: What the heck is the "Final Priority" field
good for?

Anyway, I'm hacking together full-text search for RT 1.0 (CVS) by wrapping
WWW::Search around htdig. Another search engine would do, but htdig is
free and I'm already running it.  The idea is to get the serial_num by
parsing the filename, then use that to fetch the subject, area, owner,
requestor, and status from the database. It's trivial to have WWW::Search
return a link URL built from serial_num. You can see the first bits of UI
at http://webserver.brandeis.edu/cgi-bin/rtsearch?search_for=kerberos
-- 
Rich Graves <rcgraves at brandeis.edu>
UNet Systems Administrator





From josepht at cstone.net  Thu Apr 20 09:30:55 2000
From: josepht at cstone.net (Joe Talbott)
Date: Thu, 20 Apr 2000 09:30:55 -0400
Subject: [rt-users] username
Message-ID: <38FF068F.C97C4F0F@cstone.net>

Hi All,
I can't seem to create a ticket via email with a username like
'josepht'. Yet if I change the username to "josepht at domain.com" where
this is the email address the email comes from, the ticket is created
fine.  Am I missing something easy here?

Thanks,
Joe Talbott




From stephenl at examen.com  Thu Apr 20 10:37:26 2000
From: stephenl at examen.com (Stephen J. Lawrence Jr.)
Date: Thu, 20 Apr 2000 07:37:26 -0700
Subject: [rt-users] username
References: <38FF068F.C97C4F0F@cstone.net>
Message-ID: <38FF1625.62CFB2BF@examen.com>

If it is via email, there needs to be a valid email address for the requestor,
since RT begins correspondence with the user based on their email address. Just
curious, how are you sending an email without having an email address in the
from field?

Joe Talbott wrote:

> Hi All,
> I can't seem to create a ticket via email with a username like
> 'josepht'. Yet if I change the username to "josepht at domain.com" where
> this is the email address the email comes from, the ticket is created
> fine.  Am I missing something easy here?
>
> Thanks,
> Joe Talbott
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

--
Thanks,

Stephen Lawrence
-Support Technician & Webmaster
-Examen, Inc.
-stephenl at examen.com
-916-921-4300 ext. 703






From josepht at cstone.net  Thu Apr 20 11:11:22 2000
From: josepht at cstone.net (Joe Talbott)
Date: Thu, 20 Apr 2000 11:11:22 -0400
Subject: [rt-users] username
References: <38FF068F.C97C4F0F@cstone.net> <38FF1625.62CFB2BF@examen.com>
Message-ID: <38FF1E1A.C345436E@cstone.net>

I have a user registered username 'josepht' with the email address
'josepht at cstone.net' when I send email to rt.  I get an unauthorized
user error message.

You don't have permission to create requests in this queue

if i register a user with username 'josepht at cstone.net' and email
address 'josepht at cstone.net' all works fine.



"Stephen J. Lawrence Jr." wrote:
> 
> If it is via email, there needs to be a valid email address for the requestor,
> since RT begins correspondence with the user based on their email address. Just
> curious, how are you sending an email without having an email address in the
> from field?
> 
> Joe Talbott wrote:
> 
> > Hi All,
> > I can't seem to create a ticket via email with a username like
> > 'josepht'. Yet if I change the username to "josepht at domain.com" where
> > this is the email address the email comes from, the ticket is created
> > fine.  Am I missing something easy here?
> >
> > Thanks,
> > Joe Talbott
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> 
> --
> Thanks,
> 
> Stephen Lawrence
> -Support Technician & Webmaster
> -Examen, Inc.
> -stephenl at examen.com
> -916-921-4300 ext. 703
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From jesse at fsck.com  Thu Apr 20 13:57:54 2000
From: jesse at fsck.com (Jesse)
Date: Thu, 20 Apr 2000 13:57:54 -0400
Subject: [rt-users] "Final priority" and full-text transaction search
In-Reply-To: <Pine.LNX.4.21.0004200023130.24930-100000@quixote.unet.brandeis.edu>; from rcgraves@brandeis.edu on Thu, Apr 20, 2000 at 08:53:42AM -0400
References: <Pine.LNX.4.21.0004200023130.24930-100000@quixote.unet.brandeis.edu>
Message-ID: <20000420135754.K5684@pallas.fsck.com>

Basically final priority is for the as-yet-unwritten
reprioritizer script that will raise or lower priority toward the final
priority as the due date approaches.

On Thu, Apr 20, 2000 at 08:53:42AM -0400, Rich Graves wrote:
> I installed RT last week and I really like it.
> 
> One thing confuses me though: What the heck is the "Final Priority" field
> good for?
> 
> Anyway, I'm hacking together full-text search for RT 1.0 (CVS) by wrapping
> WWW::Search around htdig. Another search engine would do, but htdig is
> free and I'm already running it.  The idea is to get the serial_num by
> parsing the filename, then use that to fetch the subject, area, owner,
> requestor, and status from the database. It's trivial to have WWW::Search
> return a link URL built from serial_num. You can see the first bits of UI
> at http://webserver.brandeis.edu/cgi-bin/rtsearch?search_for=kerberos

Interesting. My one concern is that this allows searching of tickets a user
might not have access to.

> -- 
> Rich Graves <rcgraves at brandeis.edu>
> UNet Systems Administrator
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
"Bother," said Pooh, "Eeyore, ready two photon torpedoes and lock
phasers on the Heffalump, Piglet, meet me in transporter room three"




From stephenl at examen.com  Thu Apr 20 14:02:13 2000
From: stephenl at examen.com (Stephen J. Lawrence Jr.)
Date: Thu, 20 Apr 2000 11:02:13 -0700
Subject: [rt-users] "Final priority" and full-text transaction search
References: <Pine.LNX.4.21.0004200023130.24930-100000@quixote.unet.brandeis.edu> <20000420135754.K5684@pallas.fsck.com>
Message-ID: <38FF4625.5127587E@examen.com>

On the subject, is there currently a way to perform a keyword search through the
comments of a closed ticket? Also, is there a technical reason why the
transaction text is not saved in the db, but to text files?

Jesse wrote:

> Basically final priority is for the as-yet-unwritten
> reprioritizer script that will raise or lower priority toward the final
> priority as the due date approaches.
>
>

Thanks,

Stephen Lawrence
-Support Technician & Webmaster
-Examen, Inc.
-stephenl at examen.com
-916-921-4300 ext. 703






From jesse at fsck.com  Thu Apr 20 14:17:50 2000
From: jesse at fsck.com (Jesse)
Date: Thu, 20 Apr 2000 14:17:50 -0400
Subject: [rt-users] "Final priority" and full-text transaction search
In-Reply-To: <38FF4625.5127587E@examen.com>; from stephenl@examen.com on Thu, Apr 20, 2000 at 11:02:13AM -0700
References: <Pine.LNX.4.21.0004200023130.24930-100000@quixote.unet.brandeis.edu> <20000420135754.K5684@pallas.fsck.com> <38FF4625.5127587E@examen.com>
Message-ID: <20000420141750.L5684@pallas.fsck.com>

no. there is no way to do a search from within RT. This is fixed in 2.0.
The technical reason we store transaction content in textfiles dates back to the earliest days of RT ... when it used mini-sql..which had  no blob support.
RT 2 is designed against modern databases which allow such things :)
	jesse
> On the subject, is there currently a way to perform a keyword search through the
> comments of a closed ticket? Also, is there a technical reason why the
> transaction text is not saved in the db, but to text files?
> 
> Jesse wrote:
> 
> > Basically final priority is for the as-yet-unwritten
> > reprioritizer script that will raise or lower priority toward the final
> > priority as the due date approaches.
> >
> >
> 
> Thanks,
> 
> Stephen Lawrence
> -Support Technician & Webmaster
> -Examen, Inc.
> -stephenl at examen.com
> -916-921-4300 ext. 703
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
I admit that X is the second worst windowing system in the world, but all the 
others I've used are tied for first.   




From rcgraves at brandeis.edu  Thu Apr 20 15:11:33 2000
From: rcgraves at brandeis.edu (Rich Graves)
Date: Thu, 20 Apr 2000 15:11:33 -0400 (EDT)
Subject: [rt-users] "Final priority" and full-text transaction search
In-Reply-To: <20000420135754.K5684@pallas.fsck.com>
Message-ID: <Pine.LNX.4.21.0004201428220.28131-100000@quixote.unet.brandeis.edu>

On Thu, 20 Apr 2000, Jesse wrote:

> Basically final priority is for the as-yet-unwritten
> reprioritizer script that will raise or lower priority toward the final
> priority as the due date approaches.

OK, I'll either write the script or commment the whole thing out of the
web interface.

Basically you want something like

#!/bin/sh
mysql <<EOF;
use request_tracker;
# 1209600 seconds is two weeks
update each_req set priority = priority + 1 
  where priority < final_priority
  and (
    ( 
      (UNIX_TIMESTAMP() - date_created > 1209600)
      or (date_due - UNIX_TIMESTAMP() < 1209600)
     )
  );
EOF

which you could "just do" out of cron I suppose...

> > Anyway, I'm hacking together full-text search for RT 1.0 (CVS) by wrapping
> > WWW::Search around htdig. Another search engine would do, but htdig is
> 
> Interesting. My one concern is that this allows searching of tickets a user
> might not have access to.

I'm working on that. It'll use the same access control code as the queue
display. It looks like this will need to be hacked into the rtsearch
script, since it's not taint/strict-clean enough to put in the base
WWW::Search::RTSearch module.
-- 
Rich Graves <rcgraves at brandeis.edu>
UNet Systems Administrator





From rcgraves at brandeis.edu  Thu Apr 20 16:08:20 2000
From: rcgraves at brandeis.edu (Rich Graves)
Date: Thu, 20 Apr 2000 16:08:20 -0400 (EDT)
Subject: [rt-users] "Final priority" and full-text transaction search
In-Reply-To: <20000420141750.L5684@pallas.fsck.com>
Message-ID: <Pine.LNX.4.21.0004201558170.28131-100000@quixote.unet.brandeis.edu>

On Thu, 20 Apr 2000, Jesse wrote:

> no. there is no way to do a search from within RT. This is fixed in
> 2.0. The technical reason we store transaction content in textfiles
> dates back to the earliest days of RT ... when it used mini-sql..which
> had no blob support. RT 2 is designed against modern databases which
> allow such things :)

You still can't index BLOBs in most databases, so if you have a lot of
tickets it will be slow and inefficient. I'll probably stick with the
htdig wrapper hack for a while.

Oracle 8i Intermedia is getting there... I noticed a month or two ago that
www.oracle.com had finally switched from an AltaVista search engine to
their own product. It won't work reliably on Linux though.
-- 
Rich Graves <rcgraves at brandeis.edu>
UNet Systems Administrator





From jesse at fsck.com  Thu Apr 20 16:11:41 2000
From: jesse at fsck.com (Jesse)
Date: Thu, 20 Apr 2000 16:11:41 -0400
Subject: [rt-users] "Final priority" and full-text transaction search
In-Reply-To: <Pine.LNX.4.21.0004201558170.28131-100000@quixote.unet.brandeis.edu>; from rcgraves@brandeis.edu on Thu, Apr 20, 2000 at 04:08:20PM -0400
References: <20000420141750.L5684@pallas.fsck.com> <Pine.LNX.4.21.0004201558170.28131-100000@quixote.unet.brandeis.edu>
Message-ID: <20000420161141.P5684@pallas.fsck.com>

On Thu, Apr 20, 2000 at 04:08:20PM -0400, Rich Graves wrote:
> On Thu, 20 Apr 2000, Jesse wrote:
> 
> > no. there is no way to do a search from within RT. This is fixed in
> > 2.0. The technical reason we store transaction content in textfiles
> > dates back to the earliest days of RT ... when it used mini-sql..which
> > had no blob support. RT 2 is designed against modern databases which
> > allow such things :)
> 
> You still can't index BLOBs in most databases, so if you have a lot of
> tickets it will be slow and inefficient. I'll probably stick with the
> htdig wrapper hack for a while.
>
*nod* The thought was to move "old" tickets to a data warehouse rt instance.
also, you'll be able to cut down search time by limiting the search in other 
ways..

 
> Oracle 8i Intermedia is getting there... I noticed a month or two ago that
> www.oracle.com had finally switched from an AltaVista search engine to
> their own product. It won't work reliably on Linux though.
> -- 
> Rich Graves <rcgraves at brandeis.edu>
> UNet Systems Administrator
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
Any e-mail sent to the SLA will immediately become the intellectual property
of the SLA and the author of said message will enter into a period of
indentured servitude which will last for a period of time no less than seven
years. 




From stephenl at examen.com  Thu Apr 20 16:11:30 2000
From: stephenl at examen.com (Stephen J. Lawrence Jr.)
Date: Thu, 20 Apr 2000 13:11:30 -0700
Subject: [rt-users] "Final priority" and full-text transaction search
References: <Pine.LNX.4.21.0004201558170.28131-100000@quixote.unet.brandeis.edu>
Message-ID: <38FF6472.8E21C59C@examen.com>

I would much rather have all the ticket information in one location personally.

Rich Graves wrote:

> You still can't index BLOBs in most databases, so if you have a lot of
> tickets it will be slow and inefficient. I'll probably stick with the
> htdig wrapper hack for a while.
>
> Oracle 8i Intermedia is getting there... I noticed a month or two ago that
> www.oracle.com had finally switched from an AltaVista search engine to
> their own product. It won't work reliably on Linux though.

--
Thanks,

Stephen Lawrence
-Support Technician & Webmaster
-Examen, Inc.
-stephenl at examen.com
-916-921-4300 ext. 703






From pareilly at tcd.ie  Tue Apr 25 11:53:18 2000
From: pareilly at tcd.ie (Paul Reilly)
Date: Tue, 25 Apr 2000 16:53:18 +0100 (BST)
Subject: [rt-users] mysql-modules ak-dbd & mysql2 test fails
Message-ID: <Pine.OSF.4.10.10004251641060.27198-100000@alf2.tcd.ie>

Hi,

Can anyone shed any light on this? 

I'm trying to get RT working, but the msql-mysql-modules compilation is 
giving problems. I've installed mysql numerous times both by source code
and also by binary installation. However when I run make test on the
msql-mysql-modules my tests fail.

I'm running AIX 4.2.1 with perl 5.005_03 

With the precompiled AIX binary most tests pass, but the following fail:

t/ak-dbd
t/mysql2

like this:

t/50commit..........ok
t/60leaks...........skipping test on this platform
t/ak-dbd............FAILED tests 80, 87, 89
        Failed 3/90 tests, 96.67% okay
t/akmisc............ok
t/dbdadmin..........ok
t/mysql2............FAILED tests 3-32
        Failed 30/37 tests, 18.92% okay
t/mysql.............ok
Failed Test  Status Wstat Total Fail  Failed  List of failed
-------------------------------------------------------------------------------
t/ak-dbd.t                   90    3   3.33%  80, 87, 89
t/mysql2.t                   37   30  81.08%  3-32
1 test skipped.
Failed 2/17 test scripts, 88.24% okay. 33/732 subtests failed, 95.49%
okay.
make[1]: *** [test_dynamic] Error 2
make[1]: Leaving directory
`/home/admin/reilly/src/Msql-Mysql-modules-1.2209/mysql'
make: *** [test] Error 2



Any ideas what's causing this?
If I compile the source for mysql manually, none of the tests pass and I
get errors of type:


Compiling the source code myself I get 
t/00base............install_driver(mysql) failed: Can't load
'../blib/arch/auto/DBD/mysql/mysql.so' for module DBD::mysql: dlopen:
../blib/arch/auto/DBD/mysql/mysql.so: can't find symbol __udivdi3 /usr/support/mysql/lib/mysql/libmysqlclient
.a at /usr/support/lib/perl5/5.00503/aix/DynaLoader.pm line 169. 

which the documentation says is due to gcc not linking libgcc.a. But my
LD_RUN_PATH for make-ing mysql-modules does include reference to the
location for my libgcc file. The other solution they say is to re-compile
mysql and/or perl with the same gcc. However I've recompiled mysql with
gcc 2.9.5 which is the only gcc on our system, and I'm sure perl was
compiled with this too. I don't really want to have to recompile perl as
well. Any ideas?

Frustrated,

Paul








From ericg at cats.ucsc.edu  Tue Apr 25 19:53:43 2000
From: ericg at cats.ucsc.edu (Eric Goodman)
Date: Tue, 25 Apr 2000 16:53:43 -0700
Subject: [rt-users] RT Mail command interface
Message-ID: <p04310148b52b8ce25f19@[128.114.2.87]>

Hi all,

Well, I've been testing RT and playing around with the mail 
interface. I had two questions:

1) The question I was able to figure out was a bug in 
rt/lib/ui/mail/manipulate.pm in the "SET due" handler. The function 
call

   ($trans, $message)=
       &rt::change_due_date($serial_no, $date_due, $current_user);

is wrong. The second argument should be "$due_date", not "$date_due". 
Simple enough error, but I won't divulge how long I spent looking for 
it! I hope this saves someone else some time.


2) The mail interface related question I haven't really delved into:

When using the mail interface, a bunch of bogus and empty "comments" 
get generated. Has anybody hacked together something to suppress 
comments from being generated for messages that have %RT commands 
embedded in them?


Thanks for any pointers.

--- Eric




From josh at saratoga.lib.ny.us  Tue Apr 25 20:33:44 2000
From: josh at saratoga.lib.ny.us (Josh Kuperman)
Date: Tue, 25 Apr 2000 20:33:44 -0400
Subject: [rt-users] CLI problems
Message-ID: <20000425203344.A5994@saratoga.lib.ny.us>

I created a test request and then killed it. As far as I can tell in all cases my commands are executed but I get the following odd message about the Insecure environement.

line 103 is
    open (MAIL, "|$rt::mailprog $rt::mail_options");


[josh at saratoga:/usr/local/rt/rt-1.0.1]$ rt -kill 45
Welcome to Request Tracker 1.0.1
Type 'yes' if you REALLY want to KILL request #45:yes
Insecure $ENV{BASH_ENV} while running setuid at /usr/local/rt/lib/rt/support/mai
l.pm line 103.

-- 
Josh Kuperman                       
josh at saratoga.lib.ny.us




From stephen at mendel.ucsc.edu  Tue Apr 25 21:26:23 2000
From: stephen at mendel.ucsc.edu (Stephen Hauskins)
Date: Tue, 25 Apr 2000 18:26:23 -0700 (PDT)
Subject: [rt-users] RT Mail command interface
Message-ID: <200004260126.SAA15115@mendel.ucsc.edu>

> 1) The question I was able to figure out was a bug in 
> rt/lib/ui/mail/manipulate.pm in the "SET due" handler. The function 
> call
> 
>    ($trans, $message)=
>        &rt::change_due_date($serial_no, $date_due, $current_user);

I just look at my manipulate.pm file and it says:

          ($trans,$message)=&rt::change_date_due($serial_num, $date_due, $curren
t_user);

I am confused about your "change_due_date" vs my "change_date_due"

It seems this is a very easy mistake ;-)

> 
> is wrong. The second argument should be "$due_date", not "$date_due". 
> Simple enough error, but I won't divulge how long I spent looking for 
> it! I hope this saves someone else some time.

Well how long it took you is not really that important. You did it!
Plus this is free software and a very good package.  Your find about
reverse of variable name is good.

> 
> 
> 2) The mail interface related question I haven't really delved into:
> 
> When using the mail interface, a bunch of bogus and empty "comments" 

Like?  What are they? Examples?

> get generated. Has anybody hacked together something to suppress 
> comments from being generated for messages that have %RT commands 
> embedded in them?
> 
> 
> Thanks for any pointers.
> 
> --- Eric
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From jon at snoopy.net  Wed Apr 26 00:31:06 2000
From: jon at snoopy.net (Jon Anhold)
Date: Wed, 26 Apr 2000 00:31:06 -0400
Subject: [rt-users] Stripping Headers
Message-ID: <20000426003106.G2408@snoopy.net>

Is there a simple way to strip out headers from incoming emails, 
or have them not visible in the tickets?

thanks.

-j

-- 
If the shoe fits, get another one just like it.




From tobiasb at tobiasb.funcom.com  Wed Apr 26 02:45:40 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Wed, 26 Apr 2000 08:45:40 +0200 (MET DST)
Subject: [rt-users] RT Mail command interface
In-Reply-To: <p04310148b52b8ce25f19@[128.114.2.87]>
Message-ID: <Pine.LNX.3.95.1000426084300.4688n-100000@tobiasb.funcom.com>

> 1) The question I was able to figure out was a bug in 
> rt/lib/ui/mail/manipulate.pm in the "SET due" handler. The function 
> call
> 
>    ($trans, $message)=
>        &rt::change_due_date($serial_no, $date_due, $current_user);
> 
> is wrong. The second argument should be "$due_date", not "$date_due". 

It's some sort of a problem that there are rather few that uses the
mailgate in an advanced way, as well as the duedate aren't used by that
many either, so errors like this goes undetected for a long time.  I fear
the same will be an issue with 2.0.

> When using the mail interface, a bunch of bogus and empty "comments" 
> get generated. Has anybody hacked together something to suppress 
> comments from being generated for messages that have %RT commands 
> embedded in them?

I think there is a line in the README.  Basically, you need to set up a
separate mailing alias for actions.

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From jesse at fsck.com  Wed Apr 26 11:49:53 2000
From: jesse at fsck.com (Jesse)
Date: Wed, 26 Apr 2000 11:49:53 -0400
Subject: [rt-users] Re: Perl 5.6.0
In-Reply-To: <Pine.OSF.4.10.10004260942220.23964-100000@alf2.tcd.ie>; from pareilly@tcd.ie on Wed, Apr 26, 2000 at 09:43:56AM +0100
References: <20000425185442.C8948@chaos.wustl.edu> <Pine.OSF.4.10.10004260942220.23964-100000@alf2.tcd.ie>
Message-ID: <20000426114953.U534@pallas.fsck.com>

Unknown. Tobias has had some problems with RT2 and perl 5.6.

On Wed, Apr 26, 2000 at 09:43:56AM +0100, Paul Reilly wrote:
> 
> Will MySQL, RT etc work with perl 5.6.0 ?
> 
> Thanks
> 
> Paul
> 
> 
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
<lamont> I'm reasonably sure that at least two of the electric blue kangeroos
         I saw were real.




From jesse at fsck.com  Wed Apr 26 11:52:49 2000
From: jesse at fsck.com (Jesse)
Date: Wed, 26 Apr 2000 11:52:49 -0400
Subject: [rt-users] RT Mail command interface
In-Reply-To: <Pine.LNX.3.95.1000426084300.4688n-100000@tobiasb.funcom.com>; from tobiasb@tobiasb.funcom.com on Wed, Apr 26, 2000 at 08:45:40AM +0200
References: <p04310148b52b8ce25f19@[128.114.2.87]> <Pine.LNX.3.95.1000426084300.4688n-100000@tobiasb.funcom.com>
Message-ID: <20000426115249.V534@pallas.fsck.com>

On Wed, Apr 26, 2000 at 08:45:40AM +0200, Tobias Brox wrote:
> > 1) The question I was able to figure out was a bug in 
> > rt/lib/ui/mail/manipulate.pm in the "SET due" handler. The function 
> > call
> > 
> >    ($trans, $message)=
> >        &rt::change_due_date($serial_no, $date_due, $current_user);
> > 
> > is wrong. The second argument should be "$due_date", not "$date_due". 
> 
> It's some sort of a problem that there are rather few that uses the
> mailgate in an advanced way, as well as the duedate aren't used by that
> many either, so errors like this goes undetected for a long time.  I fear
> the same will be an issue with 2.0.
 
I'm actually less concerned about problems like this in RT2. perl -w
and use strict would have caught these issues. RT1.x's core code 
is a bit too old to adopt such things, but the rewrite has been using them from the start.
 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
...realized that the entire structure of the net could be changed to be made 
more efficient, elegant, and spontaneously make more money for everyone 
involved. It's a marvelously simple diagram, but this form doesn't have a way 
for me to draw it.  It'll wait. 				-Adam Hirsch




From tobiasb at tobiasb.funcom.com  Wed Apr 26 12:14:47 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Wed, 26 Apr 2000 18:14:47 +0200 (MET DST)
Subject: [rt-users] Re: Perl 5.6.0
In-Reply-To: <20000426114953.U534@pallas.fsck.com>
Message-ID: <Pine.LNX.3.95.1000426181229.4688y-100000@tobiasb.funcom.com>

> Unknown. Tobias has had some problems with RT2 and perl 5.6.

I had some problems installing modperl, and I have had some problems
running RT2 with the 5.6.0 debugger (it often freaks out when trying to
get a stack trace).  Except for that I have good experiences with 5.6.0.

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From tobiasb at tobiasb.funcom.com  Wed Apr 26 12:33:15 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Wed, 26 Apr 2000 18:33:15 +0200 (MET DST)
Subject: [rt-users] RT Mail command interface
In-Reply-To: <20000426115249.V534@pallas.fsck.com>
Message-ID: <Pine.LNX.3.95.1000426181615.4688A-100000@tobiasb.funcom.com>

[please follow up to the devel list]

[TobiX]
> > It's some sort of a problem that there are rather few that uses the
> > mailgate in an advanced way, as well as the duedate aren't used by that
> > many either, so errors like this goes undetected for a long time.  I fear
> > the same will be an issue with 2.0.

[Jesse]  
> I'm actually less concerned about problems like this in RT2. perl -w
> and use strict would have caught these issues. RT1.x's core code 
> is a bit too old to adopt such things, but the rewrite has been using them from the start.

Well, bugs still appears with "-w" and "use strict".  What I'm afraid for,
is that the complete package must contain features that (almost?) nobody
uses.  I really think that there will be things that _should_ work in the
2.0 that won't work and won't be discovered until long time after release
unless (somebody) do a major work testing all possibilities.

Then again, if people encounter things that won't work with 2.0, the help
will probably only be some few hours away when asking at the user or devel
lists... 

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From ericg at cats.ucsc.edu  Wed Apr 26 12:34:01 2000
From: ericg at cats.ucsc.edu (Eric Goodman)
Date: Wed, 26 Apr 2000 09:34:01 -0700
Subject: [rt-users] Stripping Headers
In-Reply-To: <20000426003106.G2408@snoopy.net>
References: <20000426003106.G2408@snoopy.net>
Message-ID: <p04310167b52cc10dc67e@[128.114.2.87]>

>Is there a simple way to strip out headers from incoming emails,
>or have them not visible in the tickets?

For the web form of in outgoing mail?

In rt/lib/rt/ui/web/manipulate.pm there's a line deep in the 
"print_history_tables" subroutine:

	"&rt::ui::web::print_transaction( 'all', 'received', ... )"

If you change 'all' to 'none' headers are not displayed in the web 
forms (or you can change it to something like 'to|from|subject' to 
just display the selected headers).


If you are talking about headers that are in the outgoing mail 
generated by RT, in rt/lib/rt/ui/mail/manipulate.pm the last line of 
the "munge_content" subroutine is

	$content = $body . "\n\n--- Headers Follow ---\n\n" . $headers;

If you change that line to:

	$content = $body;

the headers are stripped from the mail messages.

Some caveats:

o This is all in RT 1.0.2.

o I am not an official (or even semi-official) developer for RT, so 
don't have any experience with what the side effects of such changes 
might be.

o Stripping the headers may not always be a good idea (even if it 
works) if there is possibility of confusion as to where a message 
came from before RT works with it.

--- Eric




From pareilly at tcd.ie  Thu Apr 27 11:49:06 2000
From: pareilly at tcd.ie (Paul Reilly)
Date: Thu, 27 Apr 2000 11:49:06 -0400
Subject: [rt-users] RT on RedHat 6.2?
Message-ID: <20000427114906.B534@pallas.fsck.com>

Can anyone shed any light on why this might be happening?

RH Linux 6.2 2.2.14 kernel
Removed pre-installed perl 

Compiled perl 5.005_03 from source and installed in to /local/perl
Then installed the following in this order:

MySQL			compiles, test, and installs & works ok!
Data_Dumper 		( 2.101 already installed by perl 5.005_03 )
DBI	 		compiles, tests and installs ok
Data-Show_Table 	compiles, tests and installs ok
Msql-mysql-modules 	compiles okay but fails tests:

	t/akmisc............FAILED test 44
	t/mysql.............FAILED test 23


Any ideas why these tests are failing?

The mysql-modules notes mention one problem with shared versions of
libmysqlclient on linux, but I don't get that problem. The mysql lib files
are in /usr/local/mysql/lib/mysql which is in the LIBDIR in etc/ld.so.conf

Any help appreciated!

Paul




----- End forwarded message -----

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
Transporters are so ungodly.  if god had wanted us to travel great distances
instantaneously, he would have given us an internal 
materialisation/dematerialisation control.
			  -- Shoshe Cole




From jesse at fsck.com  Thu Apr 27 11:53:45 2000
From: jesse at fsck.com (Jesse)
Date: Thu, 27 Apr 2000 11:53:45 -0400
Subject: [rt-users] RT on RedHat 6.2?
In-Reply-To: <20000427114906.B534@pallas.fsck.com>; from pareilly@tcd.ie on Thu, Apr 27, 2000 at 11:49:06AM -0400
References: <20000427114906.B534@pallas.fsck.com>
Message-ID: <20000427115345.C534@pallas.fsck.com>

Dyd you build Mysql from source? What version of mysql?
Are you using CPAN for all your perl module building?

On Thu, Apr 27, 2000 at 11:49:06AM -0400, Paul Reilly wrote:
> 
> Can anyone shed any light on why this might be happening?
> 
> RH Linux 6.2 2.2.14 kernel
> Removed pre-installed perl 
> 
> Compiled perl 5.005_03 from source and installed in to /local/perl
> Then installed the following in this order:
> 
> MySQL			compiles, test, and installs & works ok!
> Data_Dumper 		( 2.101 already installed by perl 5.005_03 )
> DBI	 		compiles, tests and installs ok
> Data-Show_Table 	compiles, tests and installs ok
> Msql-mysql-modules 	compiles okay but fails tests:
> 
> 	t/akmisc............FAILED test 44
> 	t/mysql.............FAILED test 23
> 
> 
> Any ideas why these tests are failing?
> 
> The mysql-modules notes mention one problem with shared versions of
> libmysqlclient on linux, but I don't get that problem. The mysql lib files
> are in /usr/local/mysql/lib/mysql which is in the LIBDIR in etc/ld.so.conf
> 
> Any help appreciated!
> 
> Paul
> 
> 
> 
> 
> ----- End forwarded message -----
> 
> -- 
> jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
> pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
> --------------------------------------------------------------
> Transporters are so ungodly.  if god had wanted us to travel great distances
> instantaneously, he would have given us an internal 
> materialisation/dematerialisation control.
> 			  -- Shoshe Cole
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
pretty soon we're going to HAVE to have hypertext mail!
				--Tim Berners Lee. (8 Jan 1993 on www-talk)




From tobiasb at tobiasb.funcom.com  Thu Apr 27 12:56:30 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Thu, 27 Apr 2000 18:56:30 +0200 (MET DST)
Subject: [rt-users] RT on RedHat 6.2?
In-Reply-To: <20000427114906.B534@pallas.fsck.com>
Message-ID: <Pine.LNX.3.95.1000427185530.4688i-100000@tobiasb.funcom.com>

> 	t/akmisc............FAILED test 44
> 	t/mysql.............FAILED test 23
> 
> 
> Any ideas why these tests are failing?

I'm sometimes getting them, and sometimes not.  They are harmless.  The
author haven't been able to reproduce it, and I've never had time
checking more out when I did get them.

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From jesse at fsck.com  Thu Apr 27 17:45:13 2000
From: jesse at fsck.com (Jesse)
Date: Thu, 27 Apr 2000 17:45:13 -0400
Subject: [rt-users] RT Sightings: [Covad #116705] (Boston Dispatch)
Message-ID: <20000427174513.N534@pallas.fsck.com>

So this afternoon, I submitted a request to covad about my impending DSL
order.  I got back an autoreply that looked rather familar.  I'm fairly
amazed at the ticket number.  As far as I know, this is the single 
largest RT instance in production.  Has anyone out there scaled 
RT > 120k tickets?  

	Jesse

----- Forwarded message from Request Tracker <rt at Covad.COM> -----

From: Request Tracker <rt at Covad.COM>
Date: Thu, 27 Apr 2000 14:31:57 -0700 (PDT)
Subject: [Covad #116705] (Boston Dispatch) Re: jmort-C26545 : COVAD ORDER ACCEPTED-Covad Service Order 388684 for Jesse Vincent - jmort, Jesse Vincent
Reply-To: rt at Covad.COM
To: jesse at fsck.com

Greetings.   (This is an automated response.  There is no need to reply.)

Your message regarding:
  "Re: jmort-C26545 : COVAD ORDER ACCEPTED-Covad Service Order 388684 for Jesse Vincent - jmort, Jesse Vincent"
has been received and assigned a request number of 116705.

In order to help us track the progress of the request, we ask that you
include the string [Covad #116705] in the subject line of any further mail about this particular request.

For example:
  Subject: [Covad #116705]

You may do this simply by replying to this email.


----- End forwarded message -----

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
that's security the same way that asking for directions to topeka and
being told that a seal is a mammal is informative
					-robin at apocalypse.org




From bradr at cfw.com  Thu Apr 27 17:52:02 2000
From: bradr at cfw.com (Brad Robbins)
Date: Thu, 27 Apr 2000 17:52:02 -0400
Subject: [rt-users] RT Sightings: [Covad #116705] (Boston Dispatch)
References: <20000427174513.N534@pallas.fsck.com>
Message-ID: <3908B682.1EF98627@cfw.com>

Heh.. I guess I did pick a good ticket system.. currently I am only at
about 500 tickets.  

Here's a big congrats and thanks to Jesse!


-- 
Brad Robbins
CFW-Intelos Network Operations Center
=====================================
A child of five could understand this! Fetch me a child of five!

Jesse wrote:
> 
> So this afternoon, I submitted a request to covad about my impending DSL
> order.  I got back an autoreply that looked rather familar.  I'm fairly
> amazed at the ticket number.  As far as I know, this is the single
> largest RT instance in production.  Has anyone out there scaled
> RT > 120k tickets?
> 
>         Jesse
> 
> ----- Forwarded message from Request Tracker <rt at Covad.COM> -----
> 
> From: Request Tracker <rt at Covad.COM>
> Date: Thu, 27 Apr 2000 14:31:57 -0700 (PDT)
> Subject: [Covad #116705] (Boston Dispatch) Re: jmort-C26545 : COVAD ORDER ACCEPTED-Covad Service Order 388684 for Jesse Vincent - jmort, Jesse Vincent
> Reply-To: rt at Covad.COM
> To: jesse at fsck.com
> 
> Greetings.   (This is an automated response.  There is no need to reply.)
> 
> Your message regarding:
>   "Re: jmort-C26545 : COVAD ORDER ACCEPTED-Covad Service Order 388684 for Jesse Vincent - jmort, Jesse Vincent"
> has been received and assigned a request number of 116705.
> 
> In order to help us track the progress of the request, we ask that you
> include the string [Covad #116705] in the subject line of any further mail about this particular request.
> 
> For example:
>   Subject: [Covad #116705]
> 
> You may do this simply by replying to this email.
> 
> ----- End forwarded message -----
> 
> --
> jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com
> pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
> --------------------------------------------------------------
> that's security the same way that asking for directions to topeka and
> being told that a seal is a mammal is informative
>                                         -robin at apocalypse.org
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From allbery at ece.cmu.edu  Thu Apr 27 18:52:00 2000
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Thu, 27 Apr 2000 17:52:00 -0500
Subject: [rt-users] RT Sightings: [Covad #116705] (Boston Dispatch)
Message-ID: <200004272156.RAA17033@ece.cmu.edu>

Brad Robbins <bradr at cfw.com> wrote:
__________
>Heh.. I guess I did pick a good ticket system.. currently I am only at
>about 500 tickets.  

We're at 17158 right now, for what it's worth.






From feargal at thecia.ie  Thu Apr 27 21:15:34 2000
From: feargal at thecia.ie (Feargal Reilly)
Date: Fri, 28 Apr 2000 01:15:34 +0000
Subject: [rt-users] Double spacing on response mails
References: <20000426003106.G2408@snoopy.net>
Message-ID: <00042801484400.00331@portia.office.thecia.ie>

Reached ticket number 1000 recently... :)

Here's my problem though:

I've a html form which sends a request to RT upon submission.
The RT owner then reviews the request, and uses the comment function, for
that ticket, to forward the mail to a third party. The mail is a template which
the third party uses to work from.

The third party has been complaining that the templates are double spaced.
I've looked at the transaction files, and discovered a discrepancy.

The original request content is perfectly formatted, with no double spacing.
The comment content however, has a ^M at the end of each line.
I'm thinking that the following is happening:
 - When one clicks comment, the original comment is displayed in a textarea.
 - Once submit is clicked, a ^M is added to each line by the browser, before
being processed by RT. 
 -  Then, when the third party reads it, presumably on Windoze, the double
spacing appears.

Does this sound plausible? Or is RT/sendmail adding the ^M?

If it is the browser, any suggestions for a fix? Create my own "Send so Windoze
readers are happy" button to go alongside the comment & reply ones?

-Feargal

Feargal Reilly,
Systems Administrator,
The CIA.
Phone: +353-86-8157621






From doshea at slategroup.com  Thu Apr 27 21:49:37 2000
From: doshea at slategroup.com (Dave O'Shea)
Date: Thu, 27 Apr 2000 20:49:37 -0500
Subject: [rt-users] unsubscribe
Message-ID: <013801bfb0b4$042ca5e0$0b83dece@dimwit>

unsubscribe
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From tobiasb at tobiasb.funcom.com  Fri Apr 28 04:01:05 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Fri, 28 Apr 2000 10:01:05 +0200 (MET DST)
Subject: [rt-users] RT Sightings: [Covad #116705] (Boston Dispatch)
In-Reply-To: <200004272156.RAA17033@ece.cmu.edu>
Message-ID: <Pine.LNX.3.95.1000428100053.4688k-100000@tobiasb.funcom.com>

> We're at 17158 right now, for what it's worth.

What a coincidence.  17138 here.

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From tobiasb at tobiasb.funcom.com  Fri Apr 28 04:03:23 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Fri, 28 Apr 2000 10:03:23 +0200 (MET DST)
Subject: [rt-users] Double spacing on response mails
In-Reply-To: <00042801484400.00331@portia.office.thecia.ie>
Message-ID: <Pine.LNX.3.95.1000428100226.4688l-100000@tobiasb.funcom.com>

> The original request content is perfectly formatted, with no double spacing.
> The comment content however, has a ^M at the end of each line.

I may vaguely remember that we do have had some similar problems here with
the browsers submitting ^M behind each line in a textarea.  Maybe they
need to be stripped away somewhere.

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From pareilly at tcd.ie  Fri Apr 28 05:34:20 2000
From: pareilly at tcd.ie (Paul Reilly)
Date: Fri, 28 Apr 2000 10:34:20 +0100 (BST)
Subject: [rt-users] mail aliases?
In-Reply-To: <Pine.LNX.3.95.1000427185530.4688i-100000@tobiasb.funcom.com>
Message-ID: <Pine.OSF.4.10.10004281021400.27772-100000@alf2.tcd.ie>

Thanks Tobias,

I followed your advice and just ignored the failed tests, and installed
and configured RT. It's working beautifully via the web now, but the email
interface isn't quite working yet...  

I presume I need mail aliases for each queue in /etc/mail/aliases ?
I have the following RT mail aliases:

rt:     |"/local/rt/bin/rt-mailgate general correspond"
rt-action: |"/local/rt/bin/rt-mailgate general action"

as per the docs, and then I added a queue "ops". Sendmail was replying
with user unkown so I added the following "ops" aliases...

ops:    |"/local/rt/bin/rt-mailgate ops correspond"
ops-action: |"/local/rt/bin/rt-mailgate ops action"

But any mail to sent to ops at mydomain doesn't end up in any queue. It just
seems to get lost. Sendmail seems to accept it, but it's not turning up in 
RT. Obviously I have'nt configured this correctly, but the docs only
mention settings up the rt aliases. Notification of requests created via
the web go out with the correct queue name ops at domain etc, but I can't
reply to this address. Any ideas whats wrong with my mail aliases?

Thanks :-)

Paul 





From tobiasb at tobiasb.funcom.com  Fri Apr 28 05:41:58 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Fri, 28 Apr 2000 11:41:58 +0200 (MET DST)
Subject: [rt-users] Re: mail aliases?
In-Reply-To: <Pine.OSF.4.10.10004281021400.27772-100000@alf2.tcd.ie>
Message-ID: <Pine.LNX.3.95.1000428113820.4688m-100000@tobiasb.funcom.com>

> But any mail to sent to ops at mydomain doesn't end up in any queue. It just
> seems to get lost.

Ouch.  That just should not happen.  Are you sure that no errors
appears in the mail log?  How skilled are you with SQL and Perl?  Can you
check if the mail is at all stored in the database?

RT 1.0 does indeed discard some mail;  auto-generated mail (including
bounces) and mail coming from RT itself.  Obviously, we can't let RT send
mail in many of those cases, but I think that simply discarding such mails
are wrong.  Eventually, we need to deal with this in RT 2.0.

-- 
Tobias Brox 
aka TobiX
+47 22 925 871







From nithia at zen.co.za  Fri Apr 28 07:35:15 2000
From: nithia at zen.co.za (Nithia Govender)
Date: Fri, 28 Apr 2000 11:35:15 GMT
Subject: [rt-users] mail aliases?
In-Reply-To: <Pine.OSF.4.10.10004281021400.27772-100000@alf2.tcd.ie>
References: <Pine.OSF.4.10.10004281021400.27772-100000@alf2.tcd.ie>
Message-ID: <20000428.11351500@gautama.zen-computing.co.za>

> ops:    |"/local/rt/bin/rt-mailgate ops correspond"
> ops-action: |"/local/rt/bin/rt-mailgate ops action"

> But any mail to sent to ops at mydomain doesn't end up in any queue. It 
just
> seems to get lost. Sendmail seems to accept it, but it's not turning 
up in
> RT. Obviously I have'nt configured this correctly, but the docs only
> mention settings up the rt aliases. Notification of requests created 
via
> the web go out with the correct queue name ops at domain etc, but I can't
> reply to this address. Any ideas whats wrong with my mail aliases?


I had a similar problem, but my sendmail bounced the mail saying it 
couldn't run rt-mailgate. It turns out sendmail was installed with the 
restricted shell option. It required creating a link to rt-mailgate in 
/etc/smrsh and changing  the aliases to refer to 
/etc/smrsh/rt-mailgate.

My sendmail is the default Redhat 6.1 installation, so maybe the 6.2 
installation does this too.


Nithia Govender







From pareilly at tcd.ie  Fri Apr 28 08:28:53 2000
From: pareilly at tcd.ie (Paul Reilly)
Date: Fri, 28 Apr 2000 13:28:53 +0100 (BST)
Subject: [rt-users] mail aliases?
In-Reply-To: <20000428.11351500@gautama.zen-computing.co.za>
Message-ID: <Pine.OSF.4.10.10004281326560.27449-100000@alf2.tcd.ie>

Thanks Nithia, Tobias,

Yes, it was a problem with sendmail not wanting to execute the rt-mailgate 
program. It's all working now, both via the web and email. I must say it
looks very nice :-) We're at log 6 for what it's worth ;-)

Paul





From tobiasb at tobiasb.funcom.com  Fri Apr 28 08:48:35 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Fri, 28 Apr 2000 14:48:35 +0200 (MET DST)
Subject: [rt-users] mail aliases?
In-Reply-To: <Pine.OSF.4.10.10004281326560.27449-100000@alf2.tcd.ie>
Message-ID: <Pine.LNX.3.95.1000428144802.4688o-100000@tobiasb.funcom.com>

> I must say it looks very nice :-)

No, actually it sucks.  RT 2.0 will be a lot better.

;-)

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From forrie at forrie.com  Fri Apr 28 08:49:55 2000
From: forrie at forrie.com (Forrest Aldrich)
Date: Fri, 28 Apr 2000 08:49:55 -0400
Subject: [rt-users] mail aliases?
In-Reply-To: <Pine.LNX.3.95.1000428144802.4688o-100000@tobiasb.funcom.co
 m>
References: <Pine.OSF.4.10.10004281326560.27449-100000@alf2.tcd.ie>
Message-ID: <4.3.1.2.20000428084948.00ce4ba0@216.67.12.69>

When is 2.0 due out :)

_F

At 02:48 PM 4/28/00 +0200, Tobias Brox wrote:
> > I must say it looks very nice :-)
>
>No, actually it sucks.  RT 2.0 will be a lot better.
>
>;-)
>
>--
>Tobias Brox
>aka TobiX
>+47 22 925 871
>
>
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users





From tobiasb at tobiasb.funcom.com  Fri Apr 28 09:36:02 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Fri, 28 Apr 2000 15:36:02 +0200 (MET DST)
Subject: [rt-users] mail aliases?
In-Reply-To: <4.3.1.2.20000428084948.00ce4ba0@216.67.12.69>
Message-ID: <Pine.LNX.3.95.1000428145344.4688p-100000@tobiasb.funcom.com>

Reply only to rt-users or rt-devel, whatever is more appropriate.

> When is 2.0 due out :)

We hope it will be out there in June.  The current CVS version actually 
works, but is missing some rather important things:

1. Linking actions (that's missing in 1.0 also, for what it's worth).  I
hope I will have something working towards the end of the next week.
Anyway, Jesse has a bit different thoughts than me about it, so a bit more
work might be needed before the 2.0 release.

2. A pretty Web GUI.  This demands designer resources ... from somebody
that might handle HTML::Mason templates.  Unfortunately my favorite web
designer is way busy nowadays.  Hm, maybe there are others out there that
can help?  Anybody?

3. The time fields are currently f* up.  I will deal with it.  Actually I
should have dealt with it several weeks ago.

4. Authentication.  I'd suggest two levels of authentication; one simple
with passwords sent in cleartext through cookies, and SSL-certificates for
those that needs higher security.  It should be either site configurable,
queue configurable or user configurable - for simplicity, select one.  I
hope Jesse will do something with this?

5. Storing user and requestor information in a good way, assigning several
emails to one user, and to allow the priority of new tickets to be
affected by who the requestor is.

6. Access control.  Jesse is currently trying to deal with it.  I've
earlier suggested quite complex schemes where it should even be possible
to mark a single transaction as "ultraprivate", but I think Jesse is going
a slightly simpler way.  Access control is not that important for us, so I
will not interphere with what Jesse does here unless explicitly asked :)

7. Admin tools.  Ordinary users should be able to set up access levels as
well as other configuration.

8. All those significant details and big things I've forgotten above.

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From stephenl at examen.com  Fri Apr 28 10:41:22 2000
From: stephenl at examen.com (Stephen J. Lawrence Jr.)
Date: Fri, 28 Apr 2000 07:41:22 -0700
Subject: [rt-users] Double spacing on response mails
References: <20000426003106.G2408@snoopy.net> <00042801484400.00331@portia.office.thecia.ie>
Message-ID: <3909A311.CEA4E2E3@examen.com>

One thing I have noticed is that when you create a ticket, the text area for the
"description" starts you off 1 line down from the top. Not sure if this is part if
your problem or not.

Feargal Reilly wrote:

> Reached ticket number 1000 recently... :)
>
> Here's my problem though:
>
> I've a html form which sends a request to RT upon submission.
> The RT owner then reviews the request, and uses the comment function, for
> that ticket, to forward the mail to a third party. The mail is a template which
> the third party uses to work from.
>
> The third party has been complaining that the templates are double spaced.
> I've looked at the transaction files, and discovered a discrepancy.
>
> The original request content is perfectly formatted, with no double spacing.
> The comment content however, has a ^M at the end of each line.
> I'm thinking that the following is happening:
>  - When one clicks comment, the original comment is displayed in a textarea.
>  - Once submit is clicked, a ^M is added to each line by the browser, before
> being processed by RT.
>  -  Then, when the third party reads it, presumably on Windoze, the double
> spacing appears.
>
> Does this sound plausible? Or is RT/sendmail adding the ^M?
>
> If it is the browser, any suggestions for a fix? Create my own "Send so Windoze
> readers are happy" button to go alongside the comment & reply ones?
>
> -Feargal
>
> Feargal Reilly,
> Systems Administrator,
> The CIA.
> Phone: +353-86-8157621
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

--
Thanks,

Stephen Lawrence
-Support Technician & Webmaster
-Examen, Inc.
-stephenl at examen.com
-916-921-4300 ext. 703






From Kent.Longballa at Onvoy.com  Fri Apr 28 13:03:26 2000
From: Kent.Longballa at Onvoy.com (Kent Longballa)
Date: Fri, 28 Apr 2000 12:03:26 -0500
Subject: [rt-users] RT Sightings: [Covad #116705] (Boston Dispatch)
Message-ID: <B180B73D4070D311926200508B55265D3D0D8D@ply-1.ply.onvoy.com>

> We're at 17158 right now, for what it's worth.

We are currently at 9264 and should break 10,000 in a day or so!




From wozz+rt at wookie.net  Fri Apr 28 13:43:36 2000
From: wozz+rt at wookie.net (Wozz)
Date: Fri, 28 Apr 2000 11:43:36 -0600
Subject: [rt-users] Question about merged tickets
Message-ID: <20000428114335.A1044@luvewe.bonch.org>

I know this will eventually be solved by hierarchical tickets, but for the
time being, I need to figure out a solution and I'm wondering if anyone has
run into this before.  Currently, when we receive two requests about the
same issue, we merge the tickets.  The problem we run into is when one of
the customers calls us back and references the merged ticket number, if we
enter it into RT we get a blank request with no transaction data, not even
a reference to the ticket it was merged to.  Normally, we can find the
ticket by searching around a bit for the merged ticket, but its sort of
time consuming.  Has anyone come up with a solution to this?  Something
where when you enter a merged request # in the "Display request #" box it
takes you to the merged ticket?  Any thoughts?




From deborah at curl.com  Fri Apr 28 17:15:00 2000
From: deborah at curl.com (deborah kaplan)
Date: Fri, 28 Apr 2000 17:15:00 -0400 (EDT)
Subject: [rt-users] Timed priority increases
Message-ID: <Pine.LNX.4.10.10004281711160.11767-100000@clock-king.curl.com>

Hey all.  My manager has requested the following functionality in
rt.  I've volunteered (jesse plied me with sushi) to write the
functionality for rt 2, but has anyone written it for rt 1?  Just
so I can make her happy in the intervening month or so?

Thanks!

Deborah
deborah at curl.com

3.  Create a system of Service Level Actions
A week is defined to be 5 business days
The business day begins at 8 a.m. and ends at 7 p.m.

There should be four service levels - Low Priority, Medium Priority, High
Priority and Emergency.  As a general rule, all tickets begin in the system as
Medium, and can get demoted or escalated by the technician in charge.  

In addition, 
a)  Low priority tickets move to medium after 110 hours (two weeks) and 22
hours (two days) before the automatic escalation the technician gets warned
automatically.

b)  Medium priority tickets move to High after 55 hours (one weeks) and 11
hours (one day) before the automatic escalation the technician gets warned
automatically.  In addition, the lst level manager of the technician gets
warned when the escalation occurs.

c)  high priority tickets move to emergency after 5 hoursand 1 hour before the
automatic escalation the technician gets warned automatically.  In addition
the lst Level and 2nd level manager gets warned when escalation occurs.  

d)  Emergency priority reaches threshold after 1 hour.  At that time mail is
sent to the technician, 1st and 2nd level managers.



-------------------------------------------- Managed by Request Tracker





From egoodwin at unimatrix.com  Fri Apr 28 17:18:57 2000
From: egoodwin at unimatrix.com (R. Eriks Goodwin)
Date: Fri, 28 Apr 2000 17:18:57 -0400
Subject: [rt-users] Web Only?
Message-ID: <390A0041.ACEAFA50@unimatrix.com>

Greetings all...

We have finally gotten RT up and in production for our client base
(thanks almost entirely to Jesse working with us).  I am curious if
anyone else has implimented RT on an entirely web basis?  In other
words, giving clients access via web only and not even using email.  Any
suggestions on optimizing the system for this type of use?  (fancy
front-ends, etc.?)

Our clients are raving over the idea of the ease of use and their new
sense of "empowerment" in tracking their own work orders and contracts
with us-- so I extend a hearty thank you to each and every one of you
who has been at work developing this product.

Thanks,
Eriks



--
R. Eriks Goodwin, CEO
UniMatrix International Corporation
2101 East Main Street, Suite 900
Richmond, Virginia 23223-7050, U.S.A.
Tel: 804-780-0590   Fax: 804-780-0591

Computers  *  Web Sites  *  SDSL, T-1, T-3, DS-3

http://www.unimatrix.com






From egoodwin at unimatrix.com  Fri Apr 28 22:30:38 2000
From: egoodwin at unimatrix.com (R. Eriks Goodwin)
Date: Fri, 28 Apr 2000 22:30:38 -0400
Subject: [rt-users] Unwieldy users list...
Message-ID: <390A494E.CDC90BEC@unimatrix.com>

I can see as I add new users and queues that the list of users going
down the side of a new queue creation page is going to quickly become
unwieldy.  Any suggestions or has this already been addressed in v2?

Thanks,
Eriks


--
R. Eriks Goodwin, CEO
UniMatrix International Corporation
2101 East Main Street, Suite 900
Richmond, Virginia 23223-7050, U.S.A.
Tel: 804-780-0590   Fax: 804-780-0591

Computers  *  Web Sites  *  SDSL, T-1, T-3, DS-3

http://www.unimatrix.com






From tobiasb at tobiasb.funcom.com  Sat Apr 29 09:16:01 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Sat, 29 Apr 2000 15:16:01 +0200 (MET DST)
Subject: [rt-users] Unwieldy users list...
In-Reply-To: <390A494E.CDC90BEC@unimatrix.com>
Message-ID: <Pine.LNX.3.95.1000429151444.4688v-100000@tobiasb.funcom.com>

> I can see as I add new users and queues that the list of users going
> down the side of a new queue creation page is going to quickly become
> unwieldy.  Any suggestions or has this already been addressed in v2?

Yeah, that has been a problem here also.  The v2 admin interface hasn't
been made yet, but we should think of some better solution.  Suggestions?
Maybe optionally allow people to enter a login instead of selecting from a
list?

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From anil at recoil.org  Sat Apr 29 09:44:45 2000
From: anil at recoil.org (Anil Madhavapeddy)
Date: Sat, 29 Apr 2000 14:44:45 +0100
Subject: [rt-users] Unwieldy users list...
In-Reply-To: <Pine.LNX.3.95.1000429151444.4688v-100000@tobiasb.funcom.com>
Message-ID: <NDBBKOHPOLMCPDOEEBPJAEJKCAAA.anil@recoil.org>

Tobias Brox wrote:
>
> > I can see as I add new users and queues that the list of users going
> > down the side of a new queue creation page is going to quickly become
> > unwieldy.  Any suggestions or has this already been addressed in v2?
>
> Yeah, that has been a problem here also.  The v2 admin interface hasn't
> been made yet, but we should think of some better solution.  Suggestions?
> Maybe optionally allow people to enter a login instead of selecting from a
> list?
>

You could allow users to be pulled together into groups, and add a list
of groups to different queues?  Depends on how your organise your users,
but in my case we have a set of "front line people" who have a certain
level of access, and core people who have another set to the queues.

At the moment this is done manually, but the ability to group them
together would be useful and less error prone.

Regards,
Anil Madhavapeddy





From egoodwin at unimatrix.com  Sat Apr 29 14:11:10 2000
From: egoodwin at unimatrix.com (R. Eriks Goodwin)
Date: Sat, 29 Apr 2000 14:11:10 -0400
Subject: [rt-users] Extra queue
Message-ID: <390B25BD.36DEF1D7@unimatrix.com>

No matter what permissions a user has, I am seeing that our first queue
name "Aptagen" appears on everyone's page as a possible queue in which
to create a request in addition to the one(s) that a user is supposed to
have access.  How do I stop the first queue name from appearing like
that?  Most of my users will only need access to a single queue (the one
for their company's work orders).

Thanks,
Eriks



--
R. Eriks Goodwin, CEO
UniMatrix International Corporation
2101 East Main Street, Suite 900
Richmond, Virginia 23223-7050, U.S.A.
Tel: 804-780-0590   Fax: 804-780-0591

Computers  *  Web Sites  *  SDSL, T-1, T-3, DS-3

http://www.unimatrix.com






From tobiasb at tobiasb.funcom.com  Sun Apr 30 09:17:11 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Sun, 30 Apr 2000 15:17:11 +0200 (MET DST)
Subject: [rt-users] Unwieldy users list...
In-Reply-To: <NDBBKOHPOLMCPDOEEBPJAEJKCAAA.anil@recoil.org>
Message-ID: <Pine.LNX.3.95.1000430151314.4688x-100000@tobiasb.funcom.com>

> You could allow users to be pulled together into groups, and add a list
> of groups to different queues?  Depends on how your organise your users,
> but in my case we have a set of "front line people" who have a certain
> level of access, and core people who have another set to the queues.

*nod*.  I'm basically solving this "problemacy" today in SQL.  Basically,
I'd say that what you'd like to do is really to copy queue rights - but it
might also make sense to grant access and subscriptions at a group level
instead of at an individual level.

Jesse; what about adding a "group" table binding a user id with a group
id?

-- 
Tobias Brox 
aka TobiX
+47 22 925 871






From jesse at fsck.com  Sun Apr 30 23:13:40 2000
From: jesse at fsck.com (Jesse)
Date: Sun, 30 Apr 2000 23:13:40 -0400
Subject: [rt-users] Unwieldy users list...
In-Reply-To: <Pine.LNX.3.95.1000430151314.4688x-100000@tobiasb.funcom.com>; from tobiasb@tobiasb.funcom.com on Sun, Apr 30, 2000 at 03:17:11PM +0200
References: <NDBBKOHPOLMCPDOEEBPJAEJKCAAA.anil@recoil.org> <Pine.LNX.3.95.1000430151314.4688x-100000@tobiasb.funcom.com>
Message-ID: <20000430231340.X534@pallas.fsck.com>

On Sun, Apr 30, 2000 at 03:17:11PM +0200, Tobias Brox wrote:
> > You could allow users to be pulled together into groups, and add a list
> > of groups to different queues?  Depends on how your organise your users,
> > but in my case we have a set of "front line people" who have a certain
> > level of access, and core people who have another set to the queues.
> 
> *nod*.  I'm basically solving this "problemacy" today in SQL.  Basically,
> I'd say that what you'd like to do is really to copy queue rights - but it
> might also make sense to grant access and subscriptions at a group level
> instead of at an individual level.
> 
> Jesse; what about adding a "group" table binding a user id with a group
> id?
>

I'd like to not deal with groups in 2.0; When we do it, I'd very much like
to do it right.  I'm really tired right now, so I'm not going to go into what I 
was thinking of as an interim hack for now.

	Jesse
 
> -- 
> Tobias Brox 
> aka TobiX
> +47 22 925 871
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
pgp keyprint:  50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
--------------------------------------------------------------
Transporters are so ungodly.  if god had wanted us to travel great distances
instantaneously, he would have given us an internal 
materialisation/dematerialisation control.
			  -- Shoshe Cole