From mda at discerning.com Fri Dec 1 00:15:04 2000 From: mda at discerning.com (Mark D. Anderson) Date: Thu, 30 Nov 2000 21:15:04 -0800 Subject: [rt-users] editing request content text? Message-ID: <015d01c05b55$aa827cc0$0201a8c0@wwc.com> is there any way to edit the request context text after it has been submitted, either as requestor or as a queue member? i don't see where -- i just see comment/reply, which is kind of heavy-weight for stupid typos and hitting "create" too soon. -mda From okrouhly at civ.zcu.cz Fri Dec 1 03:26:42 2000 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Fri, 1 Dec 2000 08:26:42 +0000 (GMT) Subject: [rt-users] editing request content text? In-Reply-To: <015d01c05b55$aa827cc0$0201a8c0@wwc.com> Message-ID: On Thu, 30 Nov 2000, Mark D. Anderson wrote: > is there any way to edit the request context text after it has been submitted, > either as requestor or as a queue member? > i don't see where -- i just see comment/reply, which is kind of heavy-weight > for stupid typos and hitting "create" too soon. If you mean just off-line changing its contents (browsable at WWW etc.) then you have to raw edit file ${your_rt_installation_root}/transactions/${Y}/{$M}/${D}/${TN}.${T} where Y stands for given transaction year, M its month, D day, TN ticket number and T transaction number. All these information is available i.e. via web at given transaction heading line - just move mouse over Comment or Reply button and see those numbers encoded in the URL... Hope this help you. > > -mda > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > Jan Okrouhly ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- Laboratory for Computer Science | phone: (420 19) 7491588 University of West Bohemia | location: Univerzitni 22 Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- From mda at discerning.com Fri Dec 1 13:28:37 2000 From: mda at discerning.com (Mark D. Anderson) Date: Fri, 1 Dec 2000 10:28:37 -0800 Subject: [rt-users] RT deletes header information from body of messages References: <20001130165509.B55395@spielwiese.netcologne.net> <20001130112844.Z12896@pallas.fsck.com> Message-ID: <01e501c05bc4$8723ec90$0201a8c0@wwc.com> > > Unfortunately RT seems to discard the header information that > > is supposed to be in the body of the message to the abuse queue. while tracking down another bug in rt, i noticed that in lib/rt/ui/web/support.pm, there is this line: (($headers, $body) = split ('\n\n',$lines)) or which is going to do the wrong thing if there is more than one double-return in the body. -mda From jesse at fsck.com Fri Dec 1 13:36:23 2000 From: jesse at fsck.com (Jesse) Date: Fri, 1 Dec 2000 13:36:23 -0500 Subject: [rt-users] RT deletes header information from body of messages In-Reply-To: <01e501c05bc4$8723ec90$0201a8c0@wwc.com>; from mda@discerning.com on Fri, Dec 01, 2000 at 10:28:37AM -0800 References: <20001130165509.B55395@spielwiese.netcologne.net> <20001130112844.Z12896@pallas.fsck.com> <01e501c05bc4$8723ec90$0201a8c0@wwc.com> Message-ID: <20001201133623.T534@pallas.fsck.com> Yikes. Indeed. The line should read: (($headers, $body) = split ('\n\n',$lines,2)) 1.0.6 will be out today or tomorrow. On Fri, Dec 01, 2000 at 10:28:37AM -0800, Mark D. Anderson wrote: > > > Unfortunately RT seems to discard the header information that > > > is supposed to be in the body of the message to the abuse queue. > > while tracking down another bug in rt, i noticed that in lib/rt/ui/web/support.pm, > there is this line: > (($headers, $body) = split ('\n\n',$lines)) or > > which is going to do the wrong thing if there is more than one double-return in the body. > > -mda > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 the point is that words were exchanged. neurolinguistic programming will do the rest. they should be showing up at my house any day now. From jesse at fsck.com Fri Dec 1 14:01:10 2000 From: jesse at fsck.com (Jesse) Date: Fri, 1 Dec 2000 14:01:10 -0500 Subject: [rt-users] RT deletes header information from body of messages In-Reply-To: <20001201133623.T534@pallas.fsck.com>; from jesse@fsck.com on Fri, Dec 01, 2000 at 01:36:23PM -0500 References: <20001130165509.B55395@spielwiese.netcologne.net> <20001130112844.Z12896@pallas.fsck.com> <01e501c05bc4$8723ec90$0201a8c0@wwc.com> <20001201133623.T534@pallas.fsck.com> Message-ID: <20001201140110.U534@pallas.fsck.com> FWIW, this is _just_ a display bug. the routines that read and split mail are just fine. On Fri, Dec 01, 2000 at 01:36:23PM -0500, Jesse wrote: > Yikes. Indeed. The line should read: > > (($headers, $body) = split ('\n\n',$lines,2)) > > 1.0.6 will be out today or tomorrow. > > > On Fri, Dec 01, 2000 at 10:28:37AM -0800, Mark D. Anderson wrote: > > > > Unfortunately RT seems to discard the header information that > > > > is supposed to be in the body of the message to the abuse queue. > > > > while tracking down another bug in rt, i noticed that in lib/rt/ui/web/support.pm, > > there is this line: > > (($headers, $body) = split ('\n\n',$lines)) or > > > > which is going to do the wrong thing if there is more than one double-return in the body. > > > > -mda > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > > the point is that words were exchanged. neurolinguistic > programming will do the rest. they should be showing up at my house > any day now. > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 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 gh1 at rocsoft.net Fri Dec 1 20:44:14 2000 From: gh1 at rocsoft.net (Bruce D. Meyer) Date: Fri, 1 Dec 2000 20:44:14 -0500 Subject: [rt-users] Newbie Alert (Mail settings) Message-ID: <000301c05c01$60fba0c0$0220a8c0@rocsoft> I have rt on a test server right now. I'd rather learn it and mess it up there before it goes prime time. One thing I noticed is due to my paranoid way of running the servers. (ISP) I only allow 2 of our 24 servers to run a mail server. One is sendmail running as a Daemon and handles a few thousand users, and the others is NT based. When one of the servers needs to send something via email (like logcheck reports of portsentry etc) it just executes sendmail sends it's stuff and unloads. (Sendmail is a bear to make relay proof, and one is enough to keep on eye on) I realize (I think!) that RT will actually need to receive email, not just send it. This occurred to me when one of the guys testing it asked why he kept getting a 'server unavailable will keep retrying every 4 hours for the next 5 days in his mailbox every 4 hours from some dude named 'rt.' ;--) I still won't run sendmail as a daemon, but have considered setting up either a semaphore or just running sendmail ever 155 minutes as a cronjob to send and receive anything waiting on it. Is that a problem, or what does anyone else do, who is not allowing sendmail (or some other email software0 to run as a full time daemon? I guess I am referring specifically to people whose servers are live on the internet 24 hours a day and have to deal with RBL, orbs etc and keep the spammers away from there machines. Thanks, and please excuse me if I sound like I am clueless. (See subject) Bruce Meyer From jesse at fsck.com Fri Dec 1 22:23:38 2000 From: jesse at fsck.com (Jesse) Date: Fri, 1 Dec 2000 22:23:38 -0500 Subject: [rt-users] Newbie Alert (Mail settings) In-Reply-To: <000301c05c01$60fba0c0$0220a8c0@rocsoft>; from gh1@rocsoft.net on Fri, Dec 01, 2000 at 08:44:14PM -0500 References: <000301c05c01$60fba0c0$0220a8c0@rocsoft> Message-ID: <20001201222338.L534@pallas.fsck.com> Could you just run fetchmail on your RT server every N minutes? On Fri, Dec 01, 2000 at 08:44:14PM -0500, Bruce D. Meyer wrote: > I have rt on a test server right now. I'd rather learn it and mess it up > there before it goes prime time. One thing I noticed is due to my paranoid > way of running the servers. (ISP) I only allow 2 of our 24 servers to run a > mail server. One is sendmail running as a Daemon and handles a few thousand > users, and the others is NT based. When one of the servers needs to send > something via email (like logcheck reports of portsentry etc) it just > executes sendmail sends it's stuff and unloads. (Sendmail is a bear to make > relay proof, and one is enough to keep on eye on) I realize (I think!) that > RT will actually need to receive email, not just send it. This occurred to > me when one of the guys testing it asked why he kept getting a 'server > unavailable will keep retrying every 4 hours for the next 5 days in his > mailbox every 4 hours from some dude named 'rt.' ;--) > I still won't run sendmail as a daemon, but have considered setting up > either a semaphore or just running sendmail ever 155 minutes as a cronjob to > send and receive anything waiting on it. Is that a problem, or what does > anyone else do, who is not allowing sendmail (or some other email software0 > to run as a full time daemon? > I guess I am referring specifically to people whose servers are live on the > internet 24 hours a day and have to deal with RBL, orbs etc and keep the > spammers away from there machines. > > Thanks, and please excuse me if I sound like I am clueless. (See subject) > > Bruce Meyer > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 "It's buried in the desert, got sand in it, melts Nazis. You know, the Ark of the Covenant" -- siva From jdfalk at mail-abuse.org Fri Dec 1 22:46:02 2000 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Fri, 1 Dec 2000 19:46:02 -0800 Subject: [rt-users] Mail loop In-Reply-To: <20001130170837.M534@pallas.fsck.com>; from jesse@fsck.com on Thu, Nov 30, 2000 at 05:08:37PM -0500 References: <3A26CEC3.15B3D08A@cypress.west.sun.com> <20001130170837.M534@pallas.fsck.com> Message-ID: <20001201194602.W38639@mail-abuse.org> On 11/30/00, Jesse wrote: > First up, you really. really. desperately want to upgrade to 1.0.5. > > If you're a little bit handy with perl, you can > modify $RTROOT/lib/rt/ui/mail/manipulate. Look for "postmaster" > and add another regexp. If you need help, I can cons up an > example. Note that this is the bit of code where, in earlier versions, RT would drop anything from postmaster or daemon into /dev/null without even a log entry. This is without any possible doubt the STUPIDEST thing to ever be programmed into any ticketing system, and is yet another good excuse to upgrade ASAP. (And yes, I know why it was there and who put it there, and we're all glad it won't happen again.) -- J.D. Falk "Laughter is the sound Product Manager that knowledge makes when it's born." Mail Abuse Prevention System LLC -- The Cluetrain Manifesto From jdfalk at mail-abuse.org Fri Dec 1 22:55:45 2000 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Fri, 1 Dec 2000 19:55:45 -0800 Subject: [rt-users] Newbie Alert (Mail settings) In-Reply-To: <000301c05c01$60fba0c0$0220a8c0@rocsoft>; from gh1@rocsoft.net on Fri, Dec 01, 2000 at 08:44:14PM -0500 References: <000301c05c01$60fba0c0$0220a8c0@rocsoft> Message-ID: <20001201195545.X38639@mail-abuse.org> On 12/01/00, "Bruce D. Meyer" wrote: > I have rt on a test server right now. I'd rather learn it and mess it up > there before it goes prime time. One thing I noticed is due to my paranoid > way of running the servers. (ISP) I only allow 2 of our 24 servers to run a > mail server. One is sendmail running as a Daemon and handles a few thousand > users, and the others is NT based. When one of the servers needs to send > something via email (like logcheck reports of portsentry etc) it just > executes sendmail sends it's stuff and unloads. (Sendmail is a bear to make > relay proof, and one is enough to keep on eye on) Actually, newer versions of sendmail are relay proof by default. But I agree that machines which don't need to be running an SMTP listener should not be doing so; my usual method of dealing with this is to run it without the -bd flag, so that it will still flush the queue periodically. Another option is to configure your firewall so that port 25 connections from the outside are only allowed to the machines that you want to receive mail on. All depends on whether you trust your sysadmins or your firewall admin more. *grin* > I still won't run sendmail as a daemon, but have considered setting up > either a semaphore or just running sendmail ever 155 minutes as a cronjob to > send and receive anything waiting on it. Is that a problem, or what does > anyone else do, who is not allowing sendmail (or some other email software0 > to run as a full time daemon? I think the RT FAQ includes info on how to use fetchmail to pull mail in from a POP or IMAP account on another box. Should work pretty well. > I guess I am referring specifically to people whose servers are live on the > internet 24 hours a day and have to deal with RBL, orbs etc and keep the > spammers away from there machines. -- J.D. Falk "Laughter is the sound Product Manager that knowledge makes when it's born." Mail Abuse Prevention System LLC -- The Cluetrain Manifesto From jesse at fsck.com Sat Dec 2 13:55:23 2000 From: jesse at fsck.com (Jesse) Date: Sat, 2 Dec 2000 13:55:23 -0500 Subject: [rt-users] [rt-announce] RT 1.0.6 released Message-ID: <20001202135523.V534@pallas.fsck.com> RT 1.0.6 is a bugfix release which fixes several bugs in 1.0.5: * Bogus code which caused autoreplies sent by RT to not be sent as Precedence: bulk has been removed. It never should have been there in the first place. * The webui should no longer hide components of messages that contain embedded series of newlines. This upgrade is strongly recommended for all users. It's available at: ftp://ftp.fsck.com/pub/rt/release/rt-1.0.6.tar.gz -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 And I'm told we do share some common rituals. Our "flame war" is apparently held in person in their land and called "project meeting". -Alan Cox [on "Suits"] _______________________________________________ Rt-announce mailing list Rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From rainer at rai16.informatik.uni-stuttgart.de Mon Dec 4 06:08:56 2000 From: rainer at rai16.informatik.uni-stuttgart.de (Rainer Dorsch) Date: Mon, 04 Dec 2000 12:08:56 +0100 Subject: [rt-users] Enhanced email gateway In-Reply-To: Message from Kazu Kimura of "Thu, 16 Nov 2000 10:07:46 +0900." <20001116100337.A9E9.KIMURA@ctc.ad.jp> References: <200011151515.QAA16657@rai16.informatik.uni-stuttgart.de> <20001115105243.S3459@pallas.fsck.com> <20001116100337.A9E9.KIMURA@ctc.ad.jp> Message-ID: <200012041108.MAA13520@rai16.informatik.uni-stuttgart.de> Hello, I am wondering if I cannot implement myself a very limited mailgateway to control RT as mentioned in the previous mail (see below). Essentially that would mean to do something like this: #!.bin.bash # Usage: rt-mg queue prioritaet owner # Enables mail queues with rt activities id=`cat - | /usr/lib/rt/bin/rt-mailgate --extended-syntax --ticketid --queue $1 --action correspond` /usr/lib/rt/bin/rt -prio $id $2 /usr/lib/rt/bin/rt -give $id $3 But the script is run by the user daemon, which is not allowed to access the RT (by default). How can I authorize daemon to access RT? Thanks. Rainer > Jesse, > > I agree with the function Rainer considers when the Web interface is not > disclosed and somebody who cannot access wants to know the latest > status. > > Regards, > > Kazu > > > On Wed, 15 Nov 2000 10:52:43 -0500 > Jesse wrote: > > > There isn't currently a way to do that. > > > > > > On Wed, Nov 15, 2000 at 04:15:55PM +0100, Rainer Dorsch wrote: > > > > > > Hmm, maybe I should have asked more detailed: > > > > > > I am wondering, if it is possible to send a mail to a queue of RT with the > > > content > > > > > > Owner: abc > > > Priority: 75 > > > Due: 2000-11-22 > > > Subject: xyz > > > Content: > > > bla bla > > > > > > It could work via rt-mailgate's action mode, but I did not find documentation. > > > > > > Does anybody know, if that works and if it is documented somewhere? > > > > > > Thanks. > > > > > > Rainer. > > > > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From wouter at blub.net Mon Dec 4 06:50:38 2000 From: wouter at blub.net (Wouter Hanegraaff) Date: Mon, 4 Dec 2000 12:50:38 +0100 Subject: [rt-users] Enhanced email gateway In-Reply-To: <200012041108.MAA13520@rai16.informatik.uni-stuttgart.de>; from rainer@rai16.informatik.uni-stuttgart.de on Mon, Dec 04, 2000 at 12:08:56PM +0100 References: <200011151515.QAA16657@rai16.informatik.uni-stuttgart.de> <20001115105243.S3459@pallas.fsck.com> <20001116100337.A9E9.KIMURA@ctc.ad.jp> <200012041108.MAA13520@rai16.informatik.uni-stuttgart.de> Message-ID: <20001204125038.C23308@duckman.blub.net> On Mon, Dec 04, 2000 at 12:08:56PM +0100, Rainer Dorsch wrote: > > Hello, > > I am wondering if I cannot implement myself a very limited mailgateway to > control RT as mentioned in the previous mail (see below). Essentially that > would mean to do something like this: > But the script is run by the user daemon, which is not allowed to access the > RT (by default). How can I authorize daemon to access RT? Depending on your mta, there are other ways to accomplish this. With postfix for example, one can specify multiple alias files. Let's say the rt aliases are in /etc/rtaliases. You should now change the ownership of /etc/rtaliases to a user that has access to rt. When an alias in /etc/rtaliases refers to a script instead of a mailbox, that script is executed as the owner or /etc/rtaliases. I assume other mta's have similar ways to implement something like this. Regards, Wouter From rainer at rai16.informatik.uni-stuttgart.de Mon Dec 4 07:30:45 2000 From: rainer at rai16.informatik.uni-stuttgart.de (Rainer Dorsch) Date: Mon, 04 Dec 2000 13:30:45 +0100 Subject: [rt-users] Enhanced email gateway In-Reply-To: Message from Wouter Hanegraaff of "Mon, 04 Dec 2000 12:50:38 +0100." <20001204125038.C23308@duckman.blub.net> References: <200011151515.QAA16657@rai16.informatik.uni-stuttgart.de> <20001115105243.S3459@pallas.fsck.com> <20001116100337.A9E9.KIMURA@ctc.ad.jp> <200012041108.MAA13520@rai16.informatik.uni-stuttgart.de> <20001204125038.C23308@duckman.blub.net> Message-ID: <200012041230.NAA17619@rai16.informatik.uni-stuttgart.de> Wouter, thanks for your quick reply. I am wondering, if anybody knows if sendmail can do something similar (I am pretty sure, but how can I tell sendmail to evaluate /etc/rtaliases). I am running rt and sendmail on a Debian 2.2. system. Thanks. Rainer. > On Mon, Dec 04, 2000 at 12:08:56PM +0100, Rainer Dorsch wrote: > > > > Hello, > > > > I am wondering if I cannot implement myself a very limited mailgateway to > > control RT as mentioned in the previous mail (see below). Essentially that > > would mean to do something like this: > > > But the script is run by the user daemon, which is not allowed to access the > > RT (by default). How can I authorize daemon to access RT? > > Depending on your mta, there are other ways to accomplish this. With > postfix for example, one can specify multiple alias files. Let's say the > rt aliases are in /etc/rtaliases. You should now change the ownership of > /etc/rtaliases to a user that has access to rt. When an alias in > /etc/rtaliases refers to a script instead of a mailbox, that script is > executed as the owner or /etc/rtaliases. > > I assume other mta's have similar ways to implement something like this. > > Regards, > > Wouter > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From david at micro-prince.com Mon Dec 4 10:11:42 2000 From: david at micro-prince.com (David Fletcher) Date: Mon, 4 Dec 2000 10:11:42 -0500 Subject: [rt-users] Upgrade info Message-ID: <004a01c05e04$82bf9e50$0cc8a8c0@mahonri> I am currently running RT 1.0.3 and am very happy with it. I want to upgrade to 1.0.6, and being a clueless newbie, I would like to know what the best procedure for that is. Thanks, David __________________________________________ David Fletcher Micro-Prince Computers (904)721-0867 (904)721-1253 fax http://www.micro-prince.com (business) http://www.mahonri.org (personal) __________________________________________ From cseward at clvillage.org Mon Dec 4 13:25:51 2000 From: cseward at clvillage.org (Christopher A. Seward Sr.) Date: Mon, 04 Dec 2000 13:25:51 -0500 Subject: [rt-users] Upgrade problems Message-ID: <3A2BE1AF.67826DC1@clvillage.org> I upgraded from rt-1.0.5 to 1.0.6, and now MySQL server won't start. Any clues? TIA -------------- next part -------------- A non-text attachment was scrubbed... Name: cseward.vcf Type: text/x-vcard Size: 341 bytes Desc: Card for Christopher A. Seward Sr. URL: From cseward at clvillage.org Mon Dec 4 13:32:45 2000 From: cseward at clvillage.org (Christopher A. Seward Sr.) Date: Mon, 04 Dec 2000 13:32:45 -0500 Subject: [rt-users] Upgrade problems References: <200012041828.KAA08526@mendel.UCSC.EDU> Message-ID: <3A2BE34D.748A748E@clvillage.org> MySQL is not running on your system - database list could not be retrieved. Stephen Hauskins wrote: > Would be strange. Rt should not have anything to do with MySQL. > > What is the error message from MySQL startup. > > -- > --I upgraded from rt-1.0.5 to 1.0.6, and now MySQL server won't start. > --Any clues? > -- > --TIA -------------- next part -------------- A non-text attachment was scrubbed... Name: cseward.vcf Type: text/x-vcard Size: 341 bytes Desc: Card for Christopher A. Seward Sr. URL: From cseward at clvillage.org Mon Dec 4 13:50:29 2000 From: cseward at clvillage.org (Christopher A. Seward Sr.) Date: Mon, 04 Dec 2000 13:50:29 -0500 Subject: [rt-users] Upgrade problems References: <200012041833.KAA08544@mendel.UCSC.EDU> Message-ID: <3A2BE775.FABBE6C7@clvillage.org> Yes, it's in /etc/rc.d/init.d When I cd'd to /etc/rc.d/init.d/ and type ./mysql start, MySQL gives me: Starting mysql daemon with databases from /var/lib/mysql But when I check the status of MySQL, it's not running. When looking at the httpd error log, I see the following: [Mon Dec 4 14:40:19 2000][error][Client 192.X.X.X] Premature end of script headers: /opt/rt/cgi/webrt.cgi Mysql->connect(database=rt;host=localhost) failed: Access denied for user: 'rt at localhost'(using password: YES) at /opt/rt/lib/rt/database.pm line 24. I swear, all I did was un-tar rt and run "make upgrade" :-) Stephen Hauskins wrote: > You need to restart MySQL. > > Where does the startup script live. usually in /etc/init.d and > called mysql... > > just start it up by issuing... ./mysql start > > -- > --MySQL is not running on your system - database list could not be > --retrieved. > -- > -- > -- > --Stephen Hauskins wrote: > -- > --> Would be strange. Rt should not have anything to do with MySQL. > --> > --> What is the error message from MySQL startup. > --> > --> -- > --> --I upgraded from rt-1.0.5 to 1.0.6, and now MySQL server won't start. > --> --Any clues? > --> -- > --> --TIA -------------- next part -------------- A non-text attachment was scrubbed... Name: cseward.vcf Type: text/x-vcard Size: 341 bytes Desc: Card for Christopher A. Seward Sr. URL: From cseward at clvillage.org Mon Dec 4 14:15:16 2000 From: cseward at clvillage.org (Christopher A. Seward Sr.) Date: Mon, 04 Dec 2000 14:15:16 -0500 Subject: [rt-users] Upgrade problems References: <200012041854.KAA08611@mendel.UCSC.EDU> Message-ID: <3A2BED44.754A2F0A@clvillage.org> ps -ef....shows mysql listed 3 times mysql.sock is in /var/lib/mysql I ran make fixperms after the first time I couldn't access webrt. I'm also getting an 'Access denied for user root', not just for rt. According to the rt readme file, 'make upgrade' doesn't overwrite the user defined settings. I appreciate your patience. Stephen Hauskins wrote: > When you say check status is that via 'mysql' commnad? > Try using "ps -ef (or -agex) | grep sql > > See if it is listed. Does the /tmp/mysql.sock file exist. > > But I note below that it says access denied for user 'rt'. Maybe > your permissions in the RT directory got changed to something inappropriate. > > I also note that since httpd error log returns a line that makes it look > like MySQL is running. Since it states Mysql --> connect etc. but > says the user rt is denied access. > > Did you overwrite your 'rt' database files (user defined,etc.) by accident? > > --Yes, it's in /etc/rc.d/init.d > --When I cd'd to /etc/rc.d/init.d/ and type ./mysql start, MySQL gives me: > -- Starting mysql daemon with databases from /var/lib/mysql > --But when I check the status of MySQL, it's not running. > -- > --When looking at the httpd error log, I see the following: > --[Mon Dec 4 14:40:19 2000][error][Client 192.X.X.X] Premature end of script > --headers: /opt/rt/cgi/webrt.cgi > --Mysql->connect(database=rt;host=localhost) failed: Access denied for user: > --'rt at localhost'(using password: YES) at /opt/rt/lib/rt/database.pm line 24. > -- > --I swear, all I did was un-tar rt and run "make upgrade" :-) > -- > -- > --Stephen Hauskins wrote: > -- > --> You need to restart MySQL. > --> > --> Where does the startup script live. usually in /etc/init.d and > --> called mysql... > --> > --> just start it up by issuing... ./mysql start > --> > --> -- > --> --MySQL is not running on your system - database list could not be > --> --retrieved. > --> -- > --> -- > --> -- > --> --Stephen Hauskins wrote: > --> -- > --> --> Would be strange. Rt should not have anything to do with MySQL. > --> --> > --> --> What is the error message from MySQL startup. > --> --> > --> --> -- > --> --> --I upgraded from rt-1.0.5 to 1.0.6, and now MySQL server won't start. > --> --> --Any clues? > --> --> -- > --> --> --TIA -------------- next part -------------- A non-text attachment was scrubbed... Name: cseward.vcf Type: text/x-vcard Size: 341 bytes Desc: Card for Christopher A. Seward Sr. URL: From jesse at fsck.com Mon Dec 4 14:16:33 2000 From: jesse at fsck.com (Jesse) Date: Mon, 4 Dec 2000 14:16:33 -0500 Subject: [rt-users] Upgrade problems In-Reply-To: <3A2BE775.FABBE6C7@clvillage.org>; from cseward@clvillage.org on Mon, Dec 04, 2000 at 01:50:29PM -0500 References: <200012041833.KAA08544@mendel.UCSC.EDU> <3A2BE775.FABBE6C7@clvillage.org> Message-ID: <20001204141633.C22065@pallas.fsck.com> It sounds like you may have gotten RT's mysql password wrong in the makefile when you upgraded. -j On Mon, Dec 04, 2000 at 01:50:29PM -0500, Christopher A. Seward Sr. wrote: > Yes, it's in /etc/rc.d/init.d > When I cd'd to /etc/rc.d/init.d/ and type ./mysql start, MySQL gives me: > Starting mysql daemon with databases from /var/lib/mysql > But when I check the status of MySQL, it's not running. > > When looking at the httpd error log, I see the following: > [Mon Dec 4 14:40:19 2000][error][Client 192.X.X.X] Premature end of script > headers: /opt/rt/cgi/webrt.cgi > Mysql->connect(database=rt;host=localhost) failed: Access denied for user: > 'rt at localhost'(using password: YES) at /opt/rt/lib/rt/database.pm line 24. > > I swear, all I did was un-tar rt and run "make upgrade" :-) > > > Stephen Hauskins wrote: > > > You need to restart MySQL. > > > > Where does the startup script live. usually in /etc/init.d and > > called mysql... > > > > just start it up by issuing... ./mysql start > > > > -- > > --MySQL is not running on your system - database list could not be > > --retrieved. > > -- > > -- > > -- > > --Stephen Hauskins wrote: > > -- > > --> Would be strange. Rt should not have anything to do with MySQL. > > --> > > --> What is the error message from MySQL startup. > > --> > > --> -- > > --> --I upgraded from rt-1.0.5 to 1.0.6, and now MySQL server won't start. > > --> --Any clues? > > --> -- > > --> --TIA -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 This is scary. I'm imagining tracerouting you and seeing links like "Route 84" and "Route 9, Exit 14". Obviously, this is illness induced. --Cana McCoy From cseward at clvillage.org Mon Dec 4 14:26:14 2000 From: cseward at clvillage.org (Christopher A. Seward Sr.) Date: Mon, 04 Dec 2000 14:26:14 -0500 Subject: [rt-users] Upgrade problems References: <200012041833.KAA08544@mendel.UCSC.EDU> <3A2BE775.FABBE6C7@clvillage.org> <20001204141633.C22065@pallas.fsck.com> Message-ID: <3A2BEFD6.FCF4A159@clvillage.org> You got it Jesse. I feel like an idiot, but now that it's working...I am a happy idiot. Thanks to you both! Jesse wrote: > It sounds like you may have gotten RT's mysql password wrong in the > makefile when you upgraded. > > -j > > On Mon, Dec 04, 2000 at 01:50:29PM -0500, Christopher A. Seward Sr. wrote: > > Yes, it's in /etc/rc.d/init.d > > When I cd'd to /etc/rc.d/init.d/ and type ./mysql start, MySQL gives me: > > Starting mysql daemon with databases from /var/lib/mysql > > But when I check the status of MySQL, it's not running. > > > > When looking at the httpd error log, I see the following: > > [Mon Dec 4 14:40:19 2000][error][Client 192.X.X.X] Premature end of script > > headers: /opt/rt/cgi/webrt.cgi > > Mysql->connect(database=rt;host=localhost) failed: Access denied for user: > > 'rt at localhost'(using password: YES) at /opt/rt/lib/rt/database.pm line 24. > > > > I swear, all I did was un-tar rt and run "make upgrade" :-) > > > > > > Stephen Hauskins wrote: > > > > > You need to restart MySQL. > > > > > > Where does the startup script live. usually in /etc/init.d and > > > called mysql... > > > > > > just start it up by issuing... ./mysql start > > > > > > -- > > > --MySQL is not running on your system - database list could not be > > > --retrieved. > > > -- > > > -- > > > -- > > > --Stephen Hauskins wrote: > > > -- > > > --> Would be strange. Rt should not have anything to do with MySQL. > > > --> > > > --> What is the error message from MySQL startup. > > > --> > > > --> -- > > > --> --I upgraded from rt-1.0.5 to 1.0.6, and now MySQL server won't start. > > > --> --Any clues? > > > --> -- > > > --> --TIA > > -- > jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > > This is scary. I'm imagining tracerouting you and seeing links like "Route > 84" and "Route 9, Exit 14". Obviously, this is illness induced. > --Cana McCoy -------------- next part -------------- A non-text attachment was scrubbed... Name: cseward.vcf Type: text/x-vcard Size: 341 bytes Desc: Card for Christopher A. Seward Sr. URL: From jesse at fsck.com Mon Dec 4 14:26:41 2000 From: jesse at fsck.com (Jesse) Date: Mon, 4 Dec 2000 14:26:41 -0500 Subject: [rt-users] Upgrade info In-Reply-To: <004a01c05e04$82bf9e50$0cc8a8c0@mahonri>; from david@micro-prince.com on Mon, Dec 04, 2000 at 10:11:42AM -0500 References: <004a01c05e04$82bf9e50$0cc8a8c0@mahonri> Message-ID: <20001204142641.G22065@pallas.fsck.com> The readme describes the upgrade procedure in detail. From 1.0.3 to 1.0.6, you should be able to use the "unsupported" quick upgrade procedure: Edit the makefile to fix RT_PATH. run "make upgrade-noclobber" Jesse On Mon, Dec 04, 2000 at 10:11:42AM -0500, David Fletcher wrote: > I am currently running RT 1.0.3 and am very happy with it. I want to > upgrade to 1.0.6, and being a clueless newbie, I would like to know what the > best procedure for that is. > > Thanks, > David > __________________________________________ > > David Fletcher > Micro-Prince Computers > (904)721-0867 > (904)721-1253 fax > http://www.micro-prince.com (business) > http://www.mahonri.org (personal) > __________________________________________ > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 '"As the company that brought users the Internet, Netscape is now inviting the more than 60 million people who have used our client software to 'tune up' and upgrade to Netscape Communicator," said Mike Homer, senior vice president of marketing at Netscape.' Sometimes I wonder. From jesse at fsck.com Mon Dec 4 14:53:06 2000 From: jesse at fsck.com (Jesse) Date: Mon, 4 Dec 2000 14:53:06 -0500 Subject: [rt-users] Enhanced email gateway In-Reply-To: <200012041108.MAA13520@rai16.informatik.uni-stuttgart.de>; from rainer@rai16.informatik.uni-stuttgart.de on Mon, Dec 04, 2000 at 12:08:56PM +0100 References: <200011151515.QAA16657@rai16.informatik.uni-stuttgart.de> <20001115105243.S3459@pallas.fsck.com> <20001116100337.A9E9.KIMURA@ctc.ad.jp> <200012041108.MAA13520@rai16.informatik.uni-stuttgart.de> Message-ID: <20001204145306.K22065@pallas.fsck.com> An easy way is to create an RT account with the username 'daemon' and grant it manipulate access to the queues you want to access. Be forewarned that this means that if someone uses your mail system to gain access to a shell, they'll be able to manipulate RT. -jesse On Mon, Dec 04, 2000 at 12:08:56PM +0100, Rainer Dorsch wrote: > > Hello, > > I am wondering if I cannot implement myself a very limited mailgateway to > control RT as mentioned in the previous mail (see below). Essentially that > would mean to do something like this: > > #!.bin.bash > > # Usage: rt-mg queue prioritaet owner > # Enables mail queues with rt activities > > id=`cat - | /usr/lib/rt/bin/rt-mailgate --extended-syntax --ticketid --queue > $1 --action correspond` > /usr/lib/rt/bin/rt -prio $id $2 > /usr/lib/rt/bin/rt -give $id $3 > > > But the script is run by the user daemon, which is not allowed to access the > RT (by default). How can I authorize daemon to access RT? > > Thanks. > > Rainer > > > Jesse, > > > > I agree with the function Rainer considers when the Web interface is not > > disclosed and somebody who cannot access wants to know the latest > > status. > > > > Regards, > > > > Kazu > > > > > > On Wed, 15 Nov 2000 10:52:43 -0500 > > Jesse wrote: > > > > > There isn't currently a way to do that. > > > > > > > > > On Wed, Nov 15, 2000 at 04:15:55PM +0100, Rainer Dorsch wrote: > > > > > > > > Hmm, maybe I should have asked more detailed: > > > > > > > > I am wondering, if it is possible to send a mail to a queue of RT with the > > > > content > > > > > > > > Owner: abc > > > > Priority: 75 > > > > Due: 2000-11-22 > > > > Subject: xyz > > > > Content: > > > > bla bla > > > > > > > > It could work via rt-mailgate's action mode, but I did not find documentation. > > > > > > > > Does anybody know, if that works and if it is documented somewhere? > > > > > > > > Thanks. > > > > > > > > Rainer. > > > > > > > > > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 I have images of Marc in well worn combat fatigues, covered in mud, sweat and blood, knife in one hand and PSION int he other, being restrained by several other people, screaming "Let me at it! Just let me at it!" Eichin standing calmly by with something automated, milspec, and likely recoilless. -xiphmont on opensource peer review From billg at cybertrails.com Mon Dec 4 15:29:08 2000 From: billg at cybertrails.com (Bill Gunkel) Date: Mon, 04 Dec 2000 13:29:08 -0700 Subject: [rt-users] Upgrade info References: <004a01c05e04$82bf9e50$0cc8a8c0@mahonri> <20001204142641.G22065@pallas.fsck.com> Message-ID: <3A2BFE94.A941F773@cybertrails.com> Is it possible to add a new column? Or is it static? I wanted to add a new column with the value of HOURS. like in how many hours spent on a perticular project. Thanks, -Bill From jsquyres at lsc.nd.edu Mon Dec 4 16:47:40 2000 From: jsquyres at lsc.nd.edu (Jeff Squyres) Date: Mon, 4 Dec 2000 16:47:40 -0500 (EST) Subject: [rt-users] Suggestions for 1.0.6 In-Reply-To: <20001204202002.3D9F311156@pallas.eruditorum.org> Message-ID: Greetings. First off, thanks for RT! We've used the original ANL "req" system before, but RT has many of the features that we found lacking in the original system. We're quite happy with it! I have a few suggestions for future releases (I don't know what's happening with 2.0, so forgive me if these are already in the works): ----- 1. It would be good to have a few "refresh" buttons/links on the Transaction History details page. That is, one at the top and one at the bottom would probably be sufficient. The purpose of this button/link is simply to refresh the page and show any new transactions on that request. This may be necessary for requests that have a high volume of activity, or if you let your browser sit on the transaction history page for a while and you know that new transactions have occurred during that time. Right now, you have to go out to the queue listing and re-select the specific request to see new activity. It is not always safe to just hit the browser reload button since your last action may have posted a comment, sent a reply, or some other action. Hence, a simple "refresh" link/button would be really handy. ----- 2. By the same token, it would be helpful to see the request number in a few more places than just at the very top of the transation history page. For requests that have a really long transaction history (i.e., anything more than a single screenfull), you have to scroll back up to the top of the page to see the request number. ----- 3. We have noticed that you can't resolve a ticket with %RT e-mail commands in a reply message -- you have to do it in a separate "action" e-mail. For example, say I'm a member of a list and I get an e-mail with a new request. I reply right away, and put in it: "Hi user, here's the solution to your problem.... yadda, yadda, yadda. %RT user myusername %RT pass mypassword %RT take number %RT resolve number" RT will process everything properly, and it will even mark the status of the request as "resolved". But then it will send the reply e-mail, which RT then interprets as re-opening the request (you get an "Status changed to open by _rt_system" entry in the transaction history). You can only resolve the request by sending a second e-mail to the action address. Perhaps this is by design; I'm not sure. It would just be convenient to be able to answer and resolve a request with a single e-mail. ----- Just my $0.02. Finally, could someone post a summarized list of features of things that we can expect in 2.0? That would be really helpful (I wasn't able to get the CVS copy working properly, but I'm curious to know what's up-n-coming). Thanks again! {+} Jeff Squyres {+} squyres at cse.nd.edu {+} Perpetual Obsessive Notre Dame Student Craving Utter Madness {+} "I came to ND for 4 years and ended up staying for a decade" From kimura at ctc.ad.jp Mon Dec 4 20:04:35 2000 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Tue, 05 Dec 2000 10:04:35 +0900 Subject: [rt-users] upgrade to 1.0.6 Message-ID: <20001205095431.E6BF.KIMURA@ctc.ad.jp> Yesterday, I was successful to upgrade RT from 1.0.5 to 1.0.6. Followings are the consideration and findings. (1) I did "make upgrade" and changed MySQL password in config.pm to previous one to avoid malfunction of MySQL. (2) I opened a ticket with rt-mailgate and found Japanase character is garbled after upgrade. Then I added the patch provided by Mr.Takaoka at www.fsck.com/pub/rt/contrib/japansese.README. I don't know why there was no problem in earlier version and I am not sure if I confirm it worked with 1.0.5 because it worked for a very short time. (3) "%rt set due num MM/DD/YY" mail command works properly now. Regards, Kazu From t2 at uniuni.co.jp Tue Dec 5 04:53:56 2000 From: t2 at uniuni.co.jp (Tadashi G. Takaoka) Date: Tue, 5 Dec 2000 18:53:56 +0900 Subject: [rt-users] upgrade to 1.0.6 In-Reply-To: <20001205095431.E6BF.KIMURA@ctc.ad.jp> References: <20001205095431.E6BF.KIMURA@ctc.ad.jp> Message-ID: <20001205095357.6924@mail.uniuni.co.jp> Hello Mr. Kimura. 2000-12-05 10:04; Kazu Kimura said: >(2) I opened a ticket with rt-mailgate and found Japanase character is >garbled after upgrade. Then I added the patch provided by Mr.Takaoka at www.fsck.com/pub/rt/contrib/japansese.README. I don't know why there >was no problem in earlier version and I am not sure if I confirm it >worked with 1.0.5 because it worked for a very short time. I make japanese patch for rt-1.0.6. Our site, upgrade from 1.0.4 to 1.0. 6 through 1.0.5 was successed. Japanese character was handled correctly by mail-gate. Please try the patch. -- TAKAOKA is gathering P_O_W_E_R http://www.method.kusatsu.shiga.jp/~t2/ "Concurrent Programming in Java", Doug Lea, Addison-Wesley. "Working with XML", Eric Armstrong, http://java.sun.com/xml/tutorial_intro.html -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-1.0.6-jp.patch Type: application/octet-stream Size: 4003 bytes Desc: not available URL: From david at micro-prince.com Tue Dec 5 08:39:15 2000 From: david at micro-prince.com (David Fletcher) Date: Tue, 5 Dec 2000 08:39:15 -0500 Subject: [rt-users] Upgrade info References: <004a01c05e04$82bf9e50$0cc8a8c0@mahonri> <20001204142641.G22065@pallas.fsck.com> Message-ID: <002301c05ec0$c2c78000$0cc8a8c0@mahonri> ----- Original Message ----- From: "Jesse" To: "David Fletcher" Cc: Sent: Monday, December 04, 2000 2:26 PM Subject: Re: [rt-users] Upgrade info > The readme describes the upgrade procedure in detail. From 1.0.3 to 1.0.6, > you should be able to use the "unsupported" quick upgrade procedure: > > Edit the makefile to fix RT_PATH. > run "make upgrade-noclobber" > > Jesse Worked like a champ. Thanks. __________________________________________ David Fletcher Micro-Prince Computers (904)721-0867 (904)721-1253 fax http://www.micro-prince.com (business) http://www.mahonri.org (personal) __________________________________________ From pll at mclinux.com Tue Dec 5 09:27:32 2000 From: pll at mclinux.com (Paul Lussier) Date: Tue, 05 Dec 2000 09:27:32 -0500 Subject: [rt-users] Suggestions for 1.0.6 In-Reply-To: Message from Jeff Squyres of "Mon, 04 Dec 2000 16:47:40 EST." References: Message-ID: <200012051427.eB5ERWA12608@coda.lowell.mclinux.com> In a message dated: Mon, 04 Dec 2000 16:47:40 EST Jeff Squyres said: >For example, say I'm a member of a list and I get an e-mail with >a new request. I reply right away, and put in it: > >"Hi user, here's the solution to your problem.... yadda, yadda, yadda. >%RT user myusername >%RT pass mypassword >%RT take number >%RT resolve number" Quick question about these commands, are these placed in a special header like the old req system used to with an X-Request-do: header, or in the body of the e-mail itself? Thanks, -- Seeya, Paul ---- I'm in shape, my shape just happens to be pear! If you're not having fun, you're not doing it right! From bgunn at InterAdNet.com Tue Dec 5 09:32:59 2000 From: bgunn at InterAdNet.com (Gunn, Billy) Date: Tue, 5 Dec 2000 09:32:59 -0500 Subject: [rt-users] Suggestions for 1.0.6 Message-ID: <7DBC96804E87D311A3A300062950CB16700078@thetick.interadnet.com> Put the mailgate commands in the Body. Cheers, Billy Gunn Unix Sys Admin Interadnet, Inc. 919-657-4350 -----Original Message----- From: Paul Lussier [mailto:pll at mclinux.com] Sent: Tuesday, December 05, 2000 9:28 AM To: Jeff Squyres Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Suggestions for 1.0.6 In a message dated: Mon, 04 Dec 2000 16:47:40 EST Jeff Squyres said: >For example, say I'm a member of a list and I get an e-mail with >a new request. I reply right away, and put in it: > >"Hi user, here's the solution to your problem.... yadda, yadda, yadda. >%RT user myusername >%RT pass mypassword >%RT take number >%RT resolve number" Quick question about these commands, are these placed in a special header like the old req system used to with an X-Request-do: header, or in the body of the e-mail itself? Thanks, -- Seeya, Paul ---- I'm in shape, my shape just happens to be pear! If you're not having fun, you're not doing it right! _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From jsquyres at lsc.nd.edu Tue Dec 5 10:10:07 2000 From: jsquyres at lsc.nd.edu (Jeff Squyres) Date: Tue, 5 Dec 2000 10:10:07 -0500 (EST) Subject: [rt-users] Suggestions for 1.0.6 In-Reply-To: <200012051427.eB5ERWA12608@coda.lowell.mclinux.com> Message-ID: On Tue, 5 Dec 2000, Paul Lussier wrote: > >"Hi user, here's the solution to your problem.... yadda, yadda, yadda. > >%RT user myusername > >%RT pass mypassword > >%RT take number > >%RT resolve number" > > Quick question about these commands, are these placed in a special > header like the old req system used to with an X-Request-do: header, > or in the body of the e-mail itself? As noted by Billy Gunn, these commands are in the body itself. Quite handy, actually -- it allows you to do arbitrary actions from any mail client. {+} Jeff Squyres {+} squyres at cse.nd.edu {+} Perpetual Obsessive Notre Dame Student Craving Utter Madness {+} "I came to ND for 4 years and ended up staying for a decade" From matthew at isyndicate.com Tue Dec 5 16:53:00 2000 From: matthew at isyndicate.com (Matthew Valdez) Date: Tue, 05 Dec 2000 13:53:00 -0800 Subject: [rt-users] create request through email. Message-ID: <3A2D63BC.463EC2FC@isyndicate.com> Hey all, I've got the following in my alias file: mis: |"/p/server/rt/bin/rt-mailgate mis correspond" This works except the request is created with no subject. How is the subject set in this case? I've been unable to find docs on this, but would be happy to read them if somone pointed them out. Thanks. From brb7790 at cs.rit.edu Tue Dec 5 19:02:49 2000 From: brb7790 at cs.rit.edu (Brian Bonner) Date: Tue, 5 Dec 2000 19:02:49 -0500 (EST) Subject: [rt-users] Freebsd install.. Message-ID: I'm trying to install RT on a freebsd server, the install failed the first time since I messed up the mysql path so I fixed that and tried make install again and it says cant make database rt, it exists, then it says table queue_acl already exists.. so I tried to do a make upgrade and then I got an error.. chgrp: root: illegal group name .. any ideas what I can do to fix the problems, or how can I do a clean install.. Brian From stock at cse.buffalo.edu Tue Dec 5 19:13:12 2000 From: stock at cse.buffalo.edu (Matthew D. Stock) Date: Tue, 5 Dec 2000 19:13:12 -0500 (EST) Subject: [rt-users] Freebsd install.. In-Reply-To: References: Message-ID: <14893.33944.440507.142662@perdix.cse.buffalo.edu> Brian Bonner writes: > says table queue_acl already exists.. so I tried to do a make upgrade and > then I got an error.. chgrp: root: illegal group name > .. > any ideas what I can do to fix the problems, or how can I do a clean > install.. The "root" group doesn't exist under FreeBSD. Just edit the makefile to use "wheel" or something similar for the chgrp. -Matt From brb7790 at cs.rit.edu Tue Dec 5 19:19:53 2000 From: brb7790 at cs.rit.edu (Brian Bonner) Date: Tue, 5 Dec 2000 19:19:53 -0500 (EST) Subject: [rt-users] Freebsd install.. In-Reply-To: <14893.33944.440507.142662@perdix.cse.buffalo.edu> Message-ID: Thanks to Matthew Jarrett too for your help.. I did delete the RT database out of Mysql and I found the chgrp in the makefile and changed that to wheel, ahd that seems to have fixed everything.. thanks for your help! Brian On Tue, 5 Dec 2000, Matthew D. Stock wrote: > Brian Bonner writes: > > says table queue_acl already exists.. so I tried to do a make upgrade and > > then I got an error.. chgrp: root: illegal group name > > .. > > any ideas what I can do to fix the problems, or how can I do a clean > > install.. > > The "root" group doesn't exist under FreeBSD. Just edit the makefile to > use "wheel" or something similar for the chgrp. > -Matt > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From kimura at ctc.ad.jp Tue Dec 5 19:34:34 2000 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Wed, 06 Dec 2000 09:34:34 +0900 Subject: [rt-users] create request through email. In-Reply-To: <3A2D63BC.463EC2FC@isyndicate.com> References: <3A2D63BC.463EC2FC@isyndicate.com> Message-ID: <20001206092024.FA8C.KIMURA@ctc.ad.jp> Matthew, Your case below is for opening a new ticket whose queue name is "mis". So, this is the first mail for a ticket. In this case, any subject will do. The subject you enter will reflect in the ticket. Then, RT will respond as follows if your template for queue name "mis" is defined at /opt/rt/etc/template/mis/autoreply(I don't know how you configured. So, the directory may be different). kimura at unix > more autoreply Greetings, This message has been automatically generated in response to your message regarding "%subject%", the content of which appears below. There is no need to reply to it now. Request Tracker has received your message and it has been assigned a ticket ID of [%rtname% #%serial_num%]. Please include the string [%rtname% #%serial_num%] <--this will be [mis #2] or so. in the subject line of all future correspondence about this problem. To do so, you may reply to this message. Thank you, Request Tracker %queue:mailalias% ------------------------------------------------------------------------- %trans:content% For mu use, I must change above because we will use Japanese characters. As for documentation, it is very few. I agree with you. But people seem very busy. Anyway, as for the templates RT will reply to your mail, please review the directory. It will have many reply templates. Regards, Kazu On Tue, 05 Dec 2000 13:53:00 -0800 Matthew Valdez wrote: > Hey all, > > I've got the following in my alias file: > > mis: |"/p/server/rt/bin/rt-mailgate mis correspond" > > This works except the request is created with no subject. How is the > subject set in this case? I've been unable to find docs on this, but > would be happy to read them if somone pointed them out. Thanks. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From kimura at ctc.ad.jp Tue Dec 5 19:51:50 2000 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Wed, 06 Dec 2000 09:51:50 +0900 Subject: [rt-users] upgrade to 1.0.6 In-Reply-To: <20001205095357.6924@mail.uniuni.co.jp> References: <20001205095431.E6BF.KIMURA@ctc.ad.jp> <20001205095357.6924@mail.uniuni.co.jp> Message-ID: <20001206094550.FA8F.KIMURA@ctc.ad.jp> Hello Mr.Takaoka, Thank you for the contribution. But it seems to me the main difference between old one and new one exists only on rt/support/mail.pm. + $jis_template = Jcode::jcode($template)->iso_2022_jp; <--This was "jis".(1) + open (MAIL, "|$rt::mailprog $rt::mail_options"); ! print MAIL "Subject: [$rt::rtname \#". $in_serial_num . "] ($in_queue_id) $mime_subject ! Reply-To: $mime_friendly_name <$temp_mail_alias> ! From: $mime_friendly_name <$temp_mail_alias> ! To: $mime_recipient ! Cc: $mime_cc ! Bcc: $mime_bcc X-Request-ID: $in_serial_num X-RT-Loop-Prevention: $rt::rtname X-Sender: $in_current_user X-Managed-By: Request Tracker $rt::rtversion (http://www.fsck.com/projects/rt) Precedence: bulk <----This was $precedence(2) <----There were some description(3) ! $jis_template Regards, Kazu On Tue, 5 Dec 2000 18:53:56 +0900 "Tadashi G. Takaoka" wrote: > Hello Mr. Kimura. > > 2000-12-05 10:04; Kazu Kimura said: > >(2) I opened a ticket with rt-mailgate and found Japanase character is > >garbled after upgrade. Then I added the patch provided by Mr.Takaoka > at www.fsck.com/pub/rt/contrib/japansese.README. I don't know why there > >was no problem in earlier version and I am not sure if I confirm it > >worked with 1.0.5 because it worked for a very short time. > > I make japanese patch for rt-1.0.6. Our site, upgrade from 1.0.4 to 1.0. > 6 through 1.0.5 was successed. Japanese character was handled correctly > by mail-gate. > > Please try the patch. > -- > TAKAOKA is gathering P_O_W_E_R http://www.method.kusatsu.shiga.jp/~t2/ > "Concurrent Programming in Java", Doug Lea, Addison-Wesley. > "Working with XML", Eric Armstrong, > http://java.sun.com/xml/tutorial_intro.html From FKyper at BizLand-Inc.com Tue Dec 5 20:11:20 2000 From: FKyper at BizLand-Inc.com (Frank Kyper) Date: Tue, 5 Dec 2000 20:11:20 -0500 Subject: [rt-users] Export procedures? Message-ID: <3182D89B9F77D411BF4900B0D03E540B2916BF@bizmail.bizland-inc.com> Hi, This is more of a developer question (or a question for Jesse); but what is the export procedure for RT? I think it's a little silly of me to ask now since I've already done it, but anyways... What I did was I tarred and gzipped both the rt database directory under mysql (/var/lib/mysql/rt on my box) and the transactions directory, copied them over to the other box, did the base 'make install' from the RT source, removed the database directory and the transactions directory, unpacked the archives that I copied over, double checked all the permissions, and started up RT (and everything works normally). My question is basically: is this the best way to do this? I also upgraded from 1.03 to 1.06 in the process (I installed 1.06 on the new server). If I do this with a 2.x or a future 1.x upgrade, will the structures of the database of transaction directories change in any way (which would cause it to break)? Thanks - Frank From bshelton-rtuser at online-isp.com Tue Dec 5 20:11:38 2000 From: bshelton-rtuser at online-isp.com (Brad Shelton) Date: Tue, 5 Dec 2000 20:11:38 -0500 Subject: [rt-users] Upgrade info In-Reply-To: <3A2BFE94.A941F773@cybertrails.com>; from billg@cybertrails.com on Mon, Dec 04, 2000 at 01:29:08PM -0700 References: <004a01c05e04$82bf9e50$0cc8a8c0@mahonri> <20001204142641.G22065@pallas.fsck.com> <3A2BFE94.A941F773@cybertrails.com> Message-ID: <20001205201138.A2270@online-isp.com> On Mon, Dec 04, 2000 at 01:29:08PM -0700, Bill Gunkel wrote: > Is it possible to add a new column? Or is it static? I wanted to add a new > column with the value of HOURS. like in how many hours spent on a perticular > project. This would be a great feature to add. I'm very interested in getting something like hours tracking working. Lemme know how you do. -- Brad Shelton On Line Exchange http://ole.net Phone: 313-961-7100 Fax: 313-961-7101 From rboyd at wildcard.pokerspot.com Tue Dec 5 20:29:23 2000 From: rboyd at wildcard.pokerspot.com (Robert Boyd) Date: Tue, 5 Dec 2000 19:29:23 -0600 (CST) Subject: [rt-users] RT mailgate error? Message-ID: I'm using rt for our support queue. It looks like /rt/lib/rt/ui/mail/manipulate.pm includes code to check for a header that RT adds to all outgoing email to prevent mailing loops. When it receives a message with this header, it dies. I'm assuming this is causing sendmail to email root with the following messages : The original message was received at Tue, 5 Dec 2000 19:10:34 -0600 (CST) from root at localhost ----- The following addresses had permanent fatal errors ----- "|/usr/local/rt/bin/rt-mailgate support correspond" (expanded from: support at pokerspot.com ) ----- Transcript of session follows ----- RT has recieved mail from itself. Goodnight. at /usr/local/rt/lib/rt/ui/mail/manipulate.pm line 252, chunk 38. 554 "|/usr/local/rt/bin/rt-mailgate support correspond"... unknown mailer error 255 My question is, why would RT ever be mailing itself? Thanks -rob From jesse at fsck.com Tue Dec 5 22:03:38 2000 From: jesse at fsck.com (Jesse) Date: Tue, 5 Dec 2000 22:03:38 -0500 Subject: [rt-users] RT mailgate error? In-Reply-To: ; from rboyd@wildcard.pokerspot.com on Tue, Dec 05, 2000 at 07:29:23PM -0600 References: Message-ID: <20001205220338.Y22065@pallas.fsck.com> RT might end up mailing itself if someone sets a return address wrong somewhere or something like that... -j On Tue, Dec 05, 2000 at 07:29:23PM -0600, Robert Boyd wrote: > > I'm using rt for our support queue. It looks like > /rt/lib/rt/ui/mail/manipulate.pm includes code to check for a header that > RT adds to all outgoing email to prevent mailing loops. When it receives > a message with this header, it dies. I'm assuming this is causing > sendmail to email root with the following messages : > > > The original message was received at Tue, 5 Dec 2000 19:10:34 -0600 (CST) > from root at localhost > > ----- The following addresses had permanent fatal errors ----- > "|/usr/local/rt/bin/rt-mailgate support correspond" > (expanded from: support at pokerspot.com ) > > ----- Transcript of session follows ----- > RT has recieved mail from itself. Goodnight. at > /usr/local/rt/lib/rt/ui/mail/manipulate.pm line 252, chunk 38. > 554 "|/usr/local/rt/bin/rt-mailgate support correspond"... unknown mailer > error > 255 > > > > My question is, why would RT ever be mailing itself? > > Thanks > > -rob > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 I'm reasonably sure that at least two of the electric blue kangeroos I saw were real. From jesse at fsck.com Tue Dec 5 22:44:59 2000 From: jesse at fsck.com (Jesse) Date: Tue, 5 Dec 2000 22:44:59 -0500 Subject: [rt-users] Re: [rt-devel] Permission Problem In-Reply-To: <3A2DB4FF.1EDAD01F@heart.com.au>; from keith@heart.com.au on Wed, Dec 06, 2000 at 02:39:43PM +1100 References: <3A2D90C5.51DBC6DB@heart.com.au> <20001205220610.Z22065@pallas.fsck.com> <3A2DB4FF.1EDAD01F@heart.com.au> Message-ID: <20001205224459.A22065@pallas.fsck.com> Ah. you're probably best off upgrading to 1.0.6. Actually, I'd probably put it as a requirement. If folks are running pre 1.0 releases at this point, well, lets just say that the support fees are going up sharply. ;) Jesse On Wed, Dec 06, 2000 at 02:39:43PM +1100, Keith Gray wrote: > Jesse wrote: > > > > What RT version? > > > > > 0.99.8 > > Was working until I edited the aliases and deleted the history from > /opt/rt/transactions > > keith > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 "If IBM _wanted_ to make clones, we could make them cheaper and faster than anyone else!" - An IBM Rep. visiting Vassar College's Comp Sci Department. From keith at heart.com.au Tue Dec 5 23:55:19 2000 From: keith at heart.com.au (Keith Gray) Date: Wed, 06 Dec 2000 15:55:19 +1100 Subject: [rt-users] Now with latest download... 1.0.6 Message-ID: <3A2DC6B7.6A6D77DB@heart.com.au> Permission problem solved ... Thanks Jesse I had a list queue of "WinBEAT" and a mail alias of "winbeat" My fault of course... but now I have upgraded too!!! Keith Gray -------------- next part -------------- An embedded message was scrubbed... From: Keith Gray via RT Subject: [WinBEAT #0] (_rt_system) RT Error: Test log Date: Wed, 6 Dec 2000 15:48:19 +1100 Size: 1531 URL: From max at mediaworks.com.br Wed Dec 6 06:59:16 2000 From: max at mediaworks.com.br (Max Mismetti) Date: Wed, 6 Dec 2000 09:59:16 -0200 Subject: [rt-users] Permission denied Message-ID: i've already changed owner (-R!) of the entire rt directory to "nobody" to avoid any permission issues but still i'm getting this from sendmail: 550 "/opt/rt/bin/rt-mailgate newpos correspond"... Can't create output: Permission denied any ideas? thanks in advance! mAX From janp at aurema.com Wed Dec 6 07:18:15 2000 From: janp at aurema.com (Jan Pompe) Date: Wed, 6 Dec 2000 23:18:15 +1100 (EST) Subject: [rt-users] Permission denied In-Reply-To: Message-ID: On Wed, 6 Dec 2000, Max Mismetti wrote: > i've already changed owner (-R!) of the entire rt directory to "nobody" to > avoid any permission issues but still i'm getting this from sendmail: > > 550 "/opt/rt/bin/rt-mailgate newpos correspond"... Can't create output: > Permission denied > > any ideas? > > thanks in advance! > > > mAX > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > create a pseudo user 'rt' and chown the directory to rt & ensure that rt-mailgate runs as a user with permissions to write to that directory & the directory permissions are apropriately set. If 'rt-mailgate' runs a root or rt the 0700 should do. -- Regards Jan Pompe e-mail janp at aurema.com Aurema P/L http://www.aurema.com/ 79 Myrtle Street, Chippendale NSW 2008. Tel: 9698 2322 From max at mediaworks.com.br Wed Dec 6 07:26:02 2000 From: max at mediaworks.com.br (Max Mismetti) Date: Wed, 6 Dec 2000 10:26:02 -0200 Subject: [rt-users] Permission denied In-Reply-To: Message-ID: well, it was all rt:rt before. then i gave me this same error and i switched it to nobody (to no effect) mAX > -----Original Message----- > create a pseudo user 'rt' and chown the directory to rt & > ensure that rt-mailgate runs as a user with permissions to > write to that directory & the directory permissions are > apropriately set. If 'rt-mailgate' runs a root or rt the > 0700 should do. From janp at aurema.com Wed Dec 6 07:31:51 2000 From: janp at aurema.com (Jan Pompe) Date: Wed, 6 Dec 2000 23:31:51 +1100 (EST) Subject: [rt-users] Permission denied In-Reply-To: Message-ID: On Wed, 6 Dec 2000, Max Mismetti wrote: > well, it was all rt:rt before. then i gave me this same error and i switched > it to nobody (to no effect) What are your permissions set to?? > > > mAX > > > -----Original Message----- > > create a pseudo user 'rt' and chown the directory to rt & > > ensure that rt-mailgate runs as a user with permissions to > > write to that directory & the directory permissions are > > apropriately set. If 'rt-mailgate' runs a root or rt the > > 0700 should do. > > -- Regards Jan Pompe e-mail janp at aurema.com Aurema P/L http://www.aurema.com/ 79 Myrtle Street, Chippendale NSW 2008. Tel: 9698 2322 From max at mediaworks.com.br Wed Dec 6 07:38:48 2000 From: max at mediaworks.com.br (Max Mismetti) Date: Wed, 6 Dec 2000 10:38:48 -0200 Subject: [rt-users] Permission denied In-Reply-To: Message-ID: it is all set to user "rt" and group "rt" still i get the annoying: "Can't create output: Permission denied" mAX > -----Original Message----- > What are your permissions set to?? From janp at aurema.com Wed Dec 6 07:49:37 2000 From: janp at aurema.com (Jan Pompe) Date: Wed, 6 Dec 2000 23:49:37 +1100 (EST) Subject: [rt-users] Permission denied In-Reply-To: Message-ID: On Wed, 6 Dec 2000, Max Mismetti wrote: > it is all set to user "rt" and group "rt" > > still i get the annoying: > "Can't create output: Permission denied" > > mAX > > > -----Original Message----- > > What are your permissions set to?? > > when I asked for permissions I meant just that not the ownership. i.e. peony 00:17:32 /usr/local/rt: ls -l total 4 drwxr-xr-x 3 rt rt 1024 May 1 2000 bin drwx------ 5 rt rt 1024 May 1 2000 etc drwxr-xr-x 6 rt rt 1024 Apr 28 2000 lib drwxr-x--- 3 rt rt 1024 Apr 18 2000 transactions ^^^^^^^^^^ This Jan From max at mediaworks.com.br Wed Dec 6 07:56:04 2000 From: max at mediaworks.com.br (Max Mismetti) Date: Wed, 6 Dec 2000 10:56:04 -0200 Subject: [rt-users] Permission denied In-Reply-To: Message-ID: oh sorry rt-mailgate, rt and rtq are lrwxrwxrwx is there any other file involved on the process you need to know the permissions? mAX > -----Original Message----- > when I asked for permissions I meant just that not the ownership. From janp at aurema.com Wed Dec 6 08:14:13 2000 From: janp at aurema.com (Jan Pompe) Date: Thu, 7 Dec 2000 00:14:13 +1100 (EST) Subject: [rt-users] Permission denied In-Reply-To: Message-ID: On Wed, 6 Dec 2000, Max Mismetti wrote: > oh sorry > > rt-mailgate, rt and rtq are lrwxrwxrwx > > is there any other file involved on the process you need to know the > permissions? > > mAX > > > -----Original Message----- > > when I asked for permissions I meant just that not the ownership. > > I think using the -R option with chown might have been a mistake should have picked up on it sooner. (Its after midnight & I'm still working on a report needed yesterday) Permissions & ownership vary throughout the directory tree. e.g. peony 00:30:49 /usr/local/rt/bin: ls -l total 21 drwxr-xr-x 2 rt rt 1024 May 1 2000 cgi lrwxrwxrwx 1 root root 30 May 1 2000 rt -> /usr/local/rt/bin/suid_wrapper lrwxrwxrwx 1 root root 30 May 1 2000 rt-mailgate -> /usr/local/rt/bin/suid_wrapper lrwxrwxrwx 1 root root 30 May 1 2000 rtadmin -> /usr/local/rt/bin/suid_wrapper -rwxr-xr-x 1 rt rt 2104 May 1 2000 rtmux.pl -rwxr-xr-x 1 rt rt 2167 Apr 26 2000 rtmux.pl.orig lrwxrwxrwx 1 root root 30 May 1 2000 rtq -> /usr/local/rt/bin/suid_wrapper ---s--x--x 3 root rt 12780 May 1 2000 suid_wrapper you may notice suid_wrapper is run setuid & is owned by root & this could be the core of your problem. & in another part of the tree where some storage occurs. peony 00:36:16 /usr/local/rt/transactions/2000: ls -l total 3 drwxr-x--- 5 rt rt 1024 Apr 23 2000 Apr drwx------ 3 root daemon 1024 Dec 7 00:06 Dec drwx------ 4 root nogroup 1024 May 12 2000 May I think this shohuld help you on your way. Please don't ask why ownerships are different as I have NFI:-( In any case some sort of consistency is essential & the other thing to watch out for is to ensure you don't lock yourself out of MySQL by changing who rt runs as though I expect this is determined by suid_wrapper. Jan From op at atnet.at Wed Dec 6 09:01:32 2000 From: op at atnet.at (Othmar Pasteka) Date: Wed, 6 Dec 2000 15:01:32 +0100 Subject: [rt-users] handling large queues Message-ID: <20001206150132.A2091@office.atnet.at> hi, how do people handle large queues? say, with several hundred to over 2 thousend tickets? and there isn't a further sane possibility to divide those mails into subqueues. but in general, how am i expected to maintain/handle such queues? mostly it's a problem because netcrap renders those tables for a looong time which sucks more or less. tahnks for any hints/tipps. so long -- Othmar Pasteka jabber-id: blinder at jabber.at at-net Misc. Dept. IRCNet: Blinder/OpenProjectsNetwork: BlindMan ------- From rboyd at wildcard.pokerspot.com Wed Dec 6 10:08:30 2000 From: rboyd at wildcard.pokerspot.com (Robert Boyd) Date: Wed, 6 Dec 2000 09:08:30 -0600 (CST) Subject: [rt-users] handling large queues In-Reply-To: <20001206150132.A2091@office.atnet.at> Message-ID: The basic nature of a queue is that if you're adding to it faster than you're removing from it, it will soon become unmanagable. If you're not able to resolve your trouble tickets faster than they come in, then you need to rethink your solution. -rob On Wed, 6 Dec 2000, Othmar Pasteka wrote: > hi, > > how do people handle large queues? say, with several hundred to > over 2 thousend tickets? and there isn't a further sane possibility to > divide those mails into subqueues. but in general, how am i > expected to maintain/handle such queues? > mostly it's a problem because netcrap renders those tables for a > looong time which sucks more or less. > tahnks for any hints/tipps. > > so long > -- > Othmar Pasteka jabber-id: blinder at jabber.at > at-net Misc. Dept. IRCNet: Blinder/OpenProjectsNetwork: BlindMan > ------- > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From allbery at ece.cmu.edu Wed Dec 6 11:24:51 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Wed, 06 Dec 2000 10:24:51 -0600 Subject: [rt-users] Permission denied In-Reply-To: Message-ID: <1140715453.976098291@[10.0.2.131]> On Wednesday, December 06, 2000 10:38 -0200, Max Mismetti wrote: +----- | it is all set to user "rt" and group "rt" | | still i get the annoying: | "Can't create output: Permission denied" +--->8 Make sure suid_wrapper is owned by rt and setuid. Also make sure the "transactions" directory and all subdirectories are writeable by the owner. -- 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 marc at precipice.org Wed Dec 6 11:50:12 2000 From: marc at precipice.org (M. Hedlund) Date: Wed, 6 Dec 2000 08:50:12 -0800 (PST) Subject: [rt-users] Permission denied In-Reply-To: <1140715453.976098291@[10.0.2.131]> Message-ID: I believe there's a 'make fixperms' target designed to help with this problem. -Marc Hedlund Give your computer something to dream about. (tm) Popular Power - www.popularpower.com On Wed, 6 Dec 2000, Brandon S. Allbery KF8NH wrote: > On Wednesday, December 06, 2000 10:38 -0200, Max Mismetti > wrote: > +----- > | it is all set to user "rt" and group "rt" > | > | still i get the annoying: > | "Can't create output: Permission denied" > +--->8 > > Make sure suid_wrapper is owned by rt and setuid. Also make sure the > "transactions" directory and all subdirectories are writeable by the owner. > > -- > 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 > From max at mediaworks.com.br Wed Dec 6 12:24:58 2000 From: max at mediaworks.com.br (Max Mismetti) Date: Wed, 6 Dec 2000 15:24:58 -0200 Subject: [rt-users] Permission denied In-Reply-To: <1140715453.976098291@[10.0.2.131]> Message-ID: first i changed owner of suid_wrapper to rt:rt. still "permission denied" then i did a make fixperms: "permission denied" again. transactions and all its subdirs is in mode 777 now. still nothing. sometimes i really do hate linux with all these permissions....sigh mAX From max at mediaworks.com.br Wed Dec 6 12:49:01 2000 From: max at mediaworks.com.br (Max Mismetti) Date: Wed, 6 Dec 2000 15:49:01 -0200 Subject: [rt-users] Permission denied In-Reply-To: Message-ID: ignore my previous message. after a few tweaks i'm at least getting a different error: sh: rt-mailgate not available for sendmail programs 554 |"/opt/rt/bin/rt-mailgate XXXXXX correspond"... Service unavailable mAX From jesse at fsck.com Wed Dec 6 13:08:34 2000 From: jesse at fsck.com (Jesse) Date: Wed, 6 Dec 2000 13:08:34 -0500 Subject: [rt-users] Permission denied In-Reply-To: ; from max@mediaworks.com.br on Wed, Dec 06, 2000 at 03:49:01PM -0200 References: Message-ID: <20001206130834.E2115@pallas.fsck.com> That sounds like smrsh. read the FAQ On Wed, Dec 06, 2000 at 03:49:01PM -0200, Max Mismetti wrote: > ignore my previous message. > > after a few tweaks i'm at least getting a different error: > > sh: rt-mailgate not available for sendmail programs > 554 |"/opt/rt/bin/rt-mailgate XXXXXX correspond"... Service unavailable > > > mAX > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 After all, it's not every day you meet up with an evil power -M. Bulgakov From clewis at math.unm.edu Wed Dec 6 17:03:13 2000 From: clewis at math.unm.edu (Craig A Lewis) Date: Wed, 06 Dec 2000 15:03:13 -0700 Subject: [rt-users] test Message-ID: <3A2EB7A1.F2A806E0@math.unm.edu> A month ago, this email address was a dead link, this is a test to see if it is back 'up.' -- _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ [_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_X_] Craig Lewis 505 277 6068 help at math.unm.edu UNIVERSITY OF NEW MEXICO MATHEMATICS AND STATISTICS COMPUTER SYSTEMS SUPPORT Humanities Building Office 415 Albuquerque, NM 87131 From jesse at fsck.com Wed Dec 6 17:21:39 2000 From: jesse at fsck.com (Jesse) Date: Wed, 6 Dec 2000 17:21:39 -0500 Subject: [rt-users] Admin: posting to list now restricted to members Message-ID: <20001206172139.D8092@pallas.fsck.com> Since some members of the community don't seem to understand proper nettiquite, posting to rt-users and rt-devel has now been restricted to list members. If this isn't sufficient to stem the tide of "Test" messages, we'll try a period of list moderation. Jesse -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 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 jdfalk at mail-abuse.org Thu Dec 7 00:33:50 2000 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Wed, 6 Dec 2000 21:33:50 -0800 Subject: [rt-users] handling large queues In-Reply-To: <20001206150132.A2091@office.atnet.at>; from op@atnet.at on Wed, Dec 06, 2000 at 03:01:32PM +0100 References: <20001206150132.A2091@office.atnet.at> Message-ID: <20001206213350.D16097@mail-abuse.org> On 12/06/00, Othmar Pasteka wrote: > how do people handle large queues? say, with several hundred to > over 2 thousend tickets? and there isn't a further sane possibility to > divide those mails into subqueues. but in general, how am i > expected to maintain/handle such queues? > mostly it's a problem because netcrap renders those tables for a > looong time which sucks more or less. When there's nothing that I or anyone in my organization can do to resolve a ticket, I usually mark it "stalled" (so that it isn't on the default view anymore); soon as the Requestor e-mails in a response, it'll be re-opened and we will pay attention to it again. -- J.D. Falk "Laughter is the sound Product Manager that knowledge makes when it's born." Mail Abuse Prevention System LLC -- The Cluetrain Manifesto From michael at hetzner.co.za Thu Dec 7 02:54:25 2000 From: michael at hetzner.co.za (=?iso-8859-1?Q?Michael_B=FCtow?=) Date: Thu, 07 Dec 2000 09:54:25 +0200 Subject: [rt-users] RT dying with "Internal server error" (premature end of script in CGI) ? Message-ID: Greetings to all, We have installed RT in a small office network environment with 4 Windows 2000 machines and a Linux box where RT is running on Apache 1.3.12 . When accessing the RT CGI's from any machine on the network, we get frequent "Internal Server Error", which goes away after a few manual reloads of the page, but appears again when navigating within RT. The Apache error log consistently gives Premature end of script headers: /opt/rt/bin/cgi/webrt.cgi for each occurrence. I have read up on Apache's manual page, and it gives several possibilities: 1. Perl's output buffering 2. RLimitCPU and RLimitMEM directives 3. configuration problem in suEXEC, mod_perl, or another third party module Since we do not have (2) in our Apache conf., and I assume that the scripts are not run through mod_perl, at this stage I'm left with (1). However, if it were (1), then I assume lots of folks must have run into similar problems. Can anyone help shed some light on this problem ? Kind regards, Michael B?tow Hetzner Africa P.O. Box 3450 Durbanville 7551 South Africa Tel +27 21 975 7930 Fax +27 21 975 7931 email: mb at hetzner.co.za From rlo at summithq.fr Thu Dec 7 10:58:46 2000 From: rlo at summithq.fr (Rhazak LOUTOU) Date: Thu, 07 Dec 2000 16:58:46 +0100 Subject: [rt-users] There has been an error: References: Message-ID: <3A2FB3B6.87C97E64@summithq.fr> Hello all, I am new to RT. I have just installed it and the web interface works. I have pbs with the email interface. Any request I send is replied by two e-mails, and I cannot see any changes via the web interface: No workflow nor any new tickets. The first email says: Thank you for taking some action: (.... with help info when the request is "%RT HELP" ...) The other email says : There has been an error: There has been an error with your request: Your message is reproduced below: Do you have any idea ? Thanks in advance, Rhazak. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kimura at ctc.ad.jp Fri Dec 8 00:14:34 2000 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Fri, 08 Dec 2000 14:14:34 +0900 Subject: [rt-users] There has been an error: In-Reply-To: <3A2FB3B6.87C97E64@summithq.fr> References: <3A2FB3B6.87C97E64@summithq.fr> Message-ID: <20001208140955.8CB9.KIMURA@ctc.ad.jp> Hello, I had same experience on error message with 1.0.4. After upgraded, this disappeared. As for mailgate interface, you may confirm what you made mail aliases and check with the description of ./rt-mailgate --help on the usage of each action via mailgate interface. Regards, Kazu On Thu, 07 Dec 2000 16:58:46 +0100 Rhazak LOUTOU wrote: > > Hello all, > > I am new to RT. I have just installed it and the web interface works. > I have pbs with the email interface. Any request I send is replied > by two e-mails, and I cannot see any changes via the web interface: > No workflow nor any new tickets. > > The first email says: > > Thank you for taking some action: > > (.... with help info when the request is "%RT HELP" ...) > > > The other email says : > > There has been an error: > There has been an error with your request: > > Your message is reproduced below: > > Do you have any idea ? > > Thanks in advance, > Rhazak. > > From rlo at summithq.fr Fri Dec 8 14:11:15 2000 From: rlo at summithq.fr (Rhazak LOUTOU) Date: Fri, 08 Dec 2000 20:11:15 +0100 Subject: [rt-users] There has been an error: References: <3A2FB3B6.87C97E64@summithq.fr> <20001208140955.8CB9.KIMURA@ctc.ad.jp> Message-ID: <3A313253.77BF1211@summithq.fr> Thanks for your help, The pb was solved by using the "Extended Syntax"; The "Traditional syntax" still returns me that error, I'll check for an up grade. :-) Kazu Kimura wrote: > Hello, > > I had same experience on error message with 1.0.4. After upgraded, this disappeared. > > As for mailgate interface, you may confirm what you made mail aliases > and check with the description of ./rt-mailgate --help on the usage of > each action via mailgate interface. > > Regards, > Kazu > > On Thu, 07 Dec 2000 16:58:46 +0100 > Rhazak LOUTOU wrote: > > > > > Hello all, > > > > I am new to RT. I have just installed it and the web interface works. > > I have pbs with the email interface. Any request I send is replied > > by two e-mails, and I cannot see any changes via the web interface: > > No workflow nor any new tickets. > > > > The first email says: > > > > Thank you for taking some action: > > > > (.... with help info when the request is "%RT HELP" ...) > > > > > > The other email says : > > > > There has been an error: > > There has been an error with your request: > > > > Your message is reproduced below: > > > > Do you have any idea ? > > > > Thanks in advance, > > Rhazak. > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From hohokus at hotmail.com Fri Dec 8 14:34:21 2000 From: hohokus at hotmail.com (hohokus wombat) Date: Fri, 08 Dec 2000 14:34:21 -0500 Subject: [rt-users] premature end of script headers (bug?) Message-ID: here's a new one: we received mail from a user with an invalid e-mail address. (mail was submitted via a form, user is dumb.) the address was, for example, "johndoe at .com". we didn't notice this at first and replied to his ticket normally. rt crashes out with "premature end of script headers" while trying to send the response. took a few minutes to figure out what the problem was, then everything made sense -- sendmail got upset about the invalid e-mail address. what would be the 'graceful' fix for this? how should this be handled properly? have rt check for invalidness before attempting to send the mail, or just catch mailer errors a bit better? _____________________________________________________________________________________ Get more from the Web. FREE MSN Explorer download : http://explorer.msn.com From hakke at iki.fi Fri Dec 8 06:59:08 2000 From: hakke at iki.fi (Riku Hakkarainen) Date: Fri, 8 Dec 2000 13:59:08 +0200 (EET) Subject: [rt-users] email and "_" Message-ID: any ideas for these? > i don't want to have the "queue members: send copies of all correspondence". > i want that users have manipulate rights to the queue. > but i want that two queue members gets mailed with all correspondence, is that > possible in any way? Right now, the only thing I can suggest is not setting email addreses for those queue members whom you don't want to get any mail. > I did just that; left email box empty. Then when user sends reply to requestor > no mail gets sent! I think there must be some validity check of email address > somewhere in RT? > And another thing is that when sending mail to addresses which have "_" in it > doesn't get sended. I know it's not RFC, but for example most hotmail-addresses > have "_" in their addresses. > > when sending to address first_last at hotmail.com RT thinks it's: > last at hotmail.com Riku From grberry at home.com Sat Dec 9 20:30:48 2000 From: grberry at home.com (Gary Berry) Date: Sat, 9 Dec 2000 17:30:48 -0800 Subject: [rt-users] Newbie Help - rt-mailgate Message-ID: <000a01c06248$d31af320$0100a8c0@mshome.net> I am new to RT and I have successfully set up the RT application, however, I am in the dark about the rt-mailgate and sendmail. I am trying to set up the RT software on a Linux box that is connected to a network that has dedicated mail servers. One is Solaris Unix and the other is an NT Exchange server. I am confused about the aliases and where they actually have to reside.Also does an alias for each user have to reside on the RT Linux box or does that have to reside on the mail server??? I am also confused about how to configure both RT and Sendmail to actually send the mail to the mail server to forward it on to the proper persons mailbox I seem to have another problem and this may be connected to the mail situation. If I have any of the response options turned on for the queue that I have created and I try to create a new request in the queue I get an internal server error. This also happens when I try to reply or send comments out to a user. Any help on how to set this up and make it all work together would really be appreciated. I think the program is great and if I could get the mail portion of it working would be a great solution to keeping track of helpdesk requests. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at fsck.com Sun Dec 10 01:34:52 2000 From: jesse at fsck.com (Jesse) Date: Sun, 10 Dec 2000 01:34:52 -0500 Subject: [rt-users] [rt-announce] RT 1.3.25 Message-ID: <20001210013452.R8092@pallas.fsck.com> I'm pleased to announce RT 1.3.25, yet another release in the "almost alpha 2" line of things. Big changes include: * An almost complete rewrite of the "scrips" system which sends out mail to requestors, owners, ccs, etc. * More work on ACLS (but not much more. it's pretty much there) * Lots of work on groups. Yes RT 2.0 will ship with support for granting rights to users by group membership. * A bunch of UI tweaks and cleanups for the web ui. * The debut of SSRI, the Self Service Requestor Interface. It's not yet fully functional, but this is probably one of the most requested additional features for RT 1.0. Requestors will be able to browse their own open and resolved tickets, create new tickets and comment on or resolve open tickets. I'm hoping to roll either alpha 2 or beta 1 sometime in the next few weeks. Jesse -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 After all, it's not every day you meet up with an evil power -M. Bulgakov _______________________________________________ Rt-announce mailing list Rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From cshishid at slip.net Sun Dec 10 12:03:43 2000 From: cshishid at slip.net (Clark Shishido) Date: Sun, 10 Dec 2000 09:03:43 -0800 Subject: [rt-users] Newbie Help - rt-mailgate In-Reply-To: <000a01c06248$d31af320$0100a8c0@mshome.net> References: <000a01c06248$d31af320$0100a8c0@mshome.net> Message-ID: At 17:30 -0800 2000.12.09, Gary Berry wrote: >I am new to RT and I have successfully set up the RT application, however, I am in the dark about the rt-mailgate and sendmail. I am trying to set up the RT software on a Linux box that is connected to a network that has dedicated mail servers. One is Solaris Unix and the other is an NT Exchange server. > >I am confused about the aliases and where they actually have to reside.Also does an alias for each user have to reside on the RT Linux box or does that have to reside on the mail server??? > Assuming that the Solaris machine is the primary mail server or Exchange is running POP or IMAP, it shouldn't be too hard getting this working as long you understand how to create a new sendmail.cf for your linux machine. Check the FAQ for instructions on how to setup RT on a separate machine. You do not need to modify the /etc/aliases file if you use the fetchmail null client setup described in the FAQ. Each queue should have a separate email account on the primary email server, and then fetchmail on your linux machine will pull down each mailbox and hand off to RT. >I am also confused about how to configure both RT and Sendmail to actually send the mail to the mail server to forward it on to the proper persons mailbox create a sendmail.cf to forward all mail to the primary email server. use the null client option to create the cf file, then edit it and put in your primary email server's address where all mail should be forwarded. I know you'll need to install the sendmail configuration RPM if you're using RedHat unless you installed everything. >I seem to have another problem and this may be connected to the mail situation. If I have any of the response options turned on for the queue that I have created and I try to create a new request in the queue I get an internal server error. This also happens when I try to reply or send comments out to a user. is sendmail is running? could also be the smrsh (sendmail restricted shell) problem also in the FAQ. --clark From tjagger at overland.net Sun Dec 10 12:26:44 2000 From: tjagger at overland.net (Todd Jagger) Date: Sun, 10 Dec 2000 11:26:44 -0600 Subject: [rt-users] [rt-announce] RT 1.3.25 In-Reply-To: <20001210013452.R8092@pallas.fsck.com> Message-ID: <5.0.2.1.2.20001210112322.00ac3e48@mail.overland.net> Is this stable enough to use in a production environment, updating a 1.04 release? Thanks! TJ At 01:34 AM 12/10/2000 -0500, you wrote: >I'm pleased to announce RT 1.3.25, yet another release in the "almost >alpha 2" >line of things. > >Big changes include: > * An almost complete rewrite of the "scrips" system > which sends out mail to requestors, owners, ccs, etc. > * More work on ACLS (but not much more. it's pretty much > there) > * Lots of work on groups. Yes RT 2.0 will ship with support > for granting rights to users by group membership. > * A bunch of UI tweaks and cleanups for the web ui. > * The debut of SSRI, the Self Service Requestor Interface. > It's not yet fully functional, but this is probably one > of the most requested additional features for RT 1.0. > Requestors will be able to browse their own open and resolved > tickets, create new tickets and comment on or resolve open > tickets. > > > I'm hoping to roll either alpha 2 or beta 1 sometime in the > next > few weeks. > > Jesse > From jesse at fsck.com Sun Dec 10 12:31:48 2000 From: jesse at fsck.com (Jesse) Date: Sun, 10 Dec 2000 12:31:48 -0500 Subject: [rt-users] [rt-announce] RT 1.3.25 In-Reply-To: <5.0.2.1.2.20001210112322.00ac3e48@mail.overland.net>; from tjagger@overland.net on Sun, Dec 10, 2000 at 11:26:44AM -0600 References: <20001210013452.R8092@pallas.fsck.com> <5.0.2.1.2.20001210112322.00ac3e48@mail.overland.net> Message-ID: <20001210123148.S8092@pallas.fsck.com> No. this is a development snapshot of RT2 and is not yet suitable for most production environments. On Sun, Dec 10, 2000 at 11:26:44AM -0600, Todd Jagger wrote: > Is this stable enough to use in a production environment, updating a > 1.04 release? > > Thanks! > TJ > > > At 01:34 AM 12/10/2000 -0500, you wrote: > >I'm pleased to announce RT 1.3.25, yet another release in the "almost > >alpha 2" > >line of things. > > > >Big changes include: > > * An almost complete rewrite of the "scrips" system > > which sends out mail to requestors, owners, ccs, etc. > > * More work on ACLS (but not much more. it's pretty much > > there) > > * Lots of work on groups. Yes RT 2.0 will ship with support > > for granting rights to users by group membership. > > * A bunch of UI tweaks and cleanups for the web ui. > > * The debut of SSRI, the Self Service Requestor Interface. > > It's not yet fully functional, but this is probably one > > of the most requested additional features for RT 1.0. > > Requestors will be able to browse their own open and resolved > > tickets, create new tickets and comment on or resolve open > > tickets. > > > > > > I'm hoping to roll either alpha 2 or beta 1 sometime in the > > next > > few weeks. > > > > Jesse > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 the point is that words were exchanged. neurolinguistic programming will do the rest. they should be showing up at my house any day now. From mkchang at net1.hkbu.edu.hk Sun Dec 10 02:50:47 2000 From: mkchang at net1.hkbu.edu.hk (Ludwig Chang Man Kit) Date: Sun, 10 Dec 2000 15:50:47 +0800 Subject: [rt-users] Cannot display the up, down, etc. images Message-ID: <4.3.2.7.2.20001210154226.00aa7570@net1.hkbu.edu.hk> I am using rt 1.06 Linux 2.2.14 on i686 Apache 1.3 and IE5 perl 5.00503 I install the rt package. I change the root directory to /usr/local/rt (instead of /opt/rt). I found the images directory at /usr/local/rt/lib/images. My problem is: All other functions seems to work fine. But the images of the up, down, ... that's in the queue interface cannot be displayed after login. Appreciate your suggestions. Thanks a lot. Ludwig Chang ================================================================= Man Kit Chang ++ e-mail : mkchang at hkbu.edu.hk Department of Finance and ++ address: Kowloon Tong Decision Sciences ++ Kowloon School of Business ++ Hong Kong Hong Kong Baptist University ++ ================================================================== From jesse at fsck.com Sun Dec 10 13:30:41 2000 From: jesse at fsck.com (Jesse) Date: Sun, 10 Dec 2000 13:30:41 -0500 Subject: [rt-users] Cannot display the up, down, etc. images In-Reply-To: <4.3.2.7.2.20001210154226.00aa7570@net1.hkbu.edu.hk>; from mkchang@net1.hkbu.edu.hk on Sun, Dec 10, 2000 at 03:50:47PM +0800 References: <4.3.2.7.2.20001210154226.00aa7570@net1.hkbu.edu.hk> Message-ID: <20001210133041.T8092@pallas.fsck.com> In the readme, we describe an Alias directive and a ScriptAlias directive for apache. have you configured those properly? -j On Sun, Dec 10, 2000 at 03:50:47PM +0800, Ludwig Chang Man Kit wrote: > I am using > > rt 1.06 > Linux 2.2.14 on i686 > Apache 1.3 and IE5 > perl 5.00503 > > I install the rt package. I change the root directory to /usr/local/rt > (instead of /opt/rt). > I found the images directory at /usr/local/rt/lib/images. > > My problem is: > > All other functions seems to work fine. But the images of the up, down, > ... that's in the queue interface cannot be displayed after login. > > Appreciate your suggestions. > > Thanks a lot. > > Ludwig Chang > > > > ================================================================= > Man Kit Chang ++ e-mail : mkchang at hkbu.edu.hk > Department of Finance and ++ address: Kowloon Tong > Decision Sciences ++ Kowloon > School of Business ++ Hong Kong > Hong Kong Baptist University ++ > ================================================================== > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 pretty soon we're going to HAVE to have hypertext mail! --Tim Berners Lee. (8 Jan 1993 on www-talk) From Christian.Kurz at planNET.de Mon Dec 11 09:51:31 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Mon, 11 Dec 2000 15:51:31 +0100 Subject: [rt-users] Re: Problem with mail-interface In-Reply-To: <20001206113649.C15705@meg.plannet.de> References: <20001206113649.C15705@meg.plannet.de> Message-ID: <20001211155131.A14735@meg.plannet.de> On 00-12-06 Christian Kurz wrote: > we are currently in the process of evaluating if rt will fit our needs. > We got the webinterface working and functional, but the mail-interface > is not working. We have some queues, where the names consist only of > alphabetic letters and no extra-chars. We also changed the configuration > so that non-members are allowed to create request in the queue. Now we > set up exim according to the exim-documentation in contrib and exim > hands the email correct to rtmux.pl and rt-mailgate. But now we have the > problem, that if I send mail to an alias which calls rtmux.pl, I get a > mail back that I'm not allowed to create request. With some debugging > of the perl-code we noticed that the variable queues in > can_create_request is not set and we assume that therefor the system > won't allow anyone to create request. We tried to ask Jesse for help, > but he's currently busy and suggest to ask here, if someone could help > us, with getting the mail-interface to work. We use here Exim 3.16 and > webrt 1.0.5. Is this bug specific to this version, so that we should try > to upgrade? Or how can fix this bug, so that we can really start using > webrt. I send this question last week to rt-devel and received no helpful answer. This time I'm resending it with an explicit Cc to rt-users, maybe some one on the -users lists can help me fix this problem. If I don't find a solution till Monday next week, we'll drop webrt and have to try rng, as my colleagues won't give me more time to get webrt running. (And I really would like to use webrt as I know it and quite like it. :) Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From allbery at ece.cmu.edu Mon Dec 11 10:42:47 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Mon, 11 Dec 2000 10:42:47 -0500 Subject: [rt-users] Re: Problem with mail-interface In-Reply-To: <20001211155131.A14735@meg.plannet.de> Message-ID: <3750000.976549367@tully> On Monday, December 11, 2000 15:51:31 +0100, Christian Kurz wrote: +----- | On 00-12-06 Christian Kurz wrote: | > we are currently in the process of evaluating if rt will fit our needs. | > We got the webinterface working and functional, but the mail-interface | > is not working. We have some queues, where the names consist only of | > alphabetic letters and no extra-chars. We also changed the configuration | > so that non-members are allowed to create request in the queue. Now we | > set up exim according to the exim-documentation in contrib and exim | > hands the email correct to rtmux.pl and rt-mailgate. But now we have the | > problem, that if I send mail to an alias which calls rtmux.pl, I get a | > mail back that I'm not allowed to create request. With some debugging | > of the perl-code we noticed that the variable queues in | > can_create_request is not set and we assume that therefor the system +--->8 Which interface are you using? Reportedly the old-style interface is broken in 1.0.5; the new-style one works. -- 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 Christian.Kurz at planNET.de Mon Dec 11 10:45:10 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Mon, 11 Dec 2000 16:45:10 +0100 Subject: [rt-users] Re: Problem with mail-interface In-Reply-To: <3750000.976549367@tully> References: <20001211155131.A14735@meg.plannet.de> <3750000.976549367@tully> Message-ID: <20001211164510.C14735@meg.plannet.de> On 00-12-11 Brandon S. Allbery KF8NH wrote: > On Monday, December 11, 2000 15:51:31 +0100, Christian Kurz > wrote: > +----- > | On 00-12-06 Christian Kurz wrote: > | > we are currently in the process of evaluating if rt will fit our needs. > | > We got the webinterface working and functional, but the mail-interface > | > is not working. We have some queues, where the names consist only of > | > alphabetic letters and no extra-chars. We also changed the configuration > | > so that non-members are allowed to create request in the queue. Now we > | > set up exim according to the exim-documentation in contrib and exim > | > hands the email correct to rtmux.pl and rt-mailgate. But now we have the > | > problem, that if I send mail to an alias which calls rtmux.pl, I get a > | > mail back that I'm not allowed to create request. With some debugging > | > of the perl-code we noticed that the variable queues in > | > can_create_request is not set and we assume that therefor the system > +--->8 > Which interface are you using? Reportedly the old-style interface is > broken in 1.0.5; the new-style one works. Hm, could someone please explain to me, what the old-style and what the new-style interface is? And where I can find more information about them? Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From mad at phobia.net Mon Dec 11 16:42:15 2000 From: mad at phobia.net (Mike Dugas) Date: Mon, 11 Dec 2000 16:42:15 -0500 (EST) Subject: [rt-users] Send Reply? Message-ID: Hi all, I'm clicking "Send Reply" on a ticket ... now I would presume that'd send a reply to the originator of the ticket (my user in need of support, in this case), correct? It doesn't work unless I put To: in front of their e-mail address in the ticket information, and thats kind of a pain. Am I doing something wrong, or is something broken? Thanks! -- Mike Dugas mad at phobia.net From jesse at fsck.com Mon Dec 11 16:52:36 2000 From: jesse at fsck.com (Jesse) Date: Mon, 11 Dec 2000 16:52:36 -0500 Subject: [rt-users] Send Reply? In-Reply-To: ; from mad@phobia.net on Mon, Dec 11, 2000 at 04:42:15PM -0500 References: Message-ID: <20001211165236.I8092@pallas.fsck.com> RT will not send to the requestor by default if the requestor is also a ticket admin. This may be what you're running into. -j On Mon, Dec 11, 2000 at 04:42:15PM -0500, Mike Dugas wrote: > Hi all, > > I'm clicking "Send Reply" on a ticket ... now I would presume that'd send > a reply to the originator of the ticket (my user in need of support, in > this case), correct? > > It doesn't work unless I put To: in front of their e-mail address in the > ticket information, and thats kind of a pain. > > Am I doing something wrong, or is something broken? > > Thanks! > > -- > Mike Dugas mad at phobia.net > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 After all, it's not every day you meet up with an evil power -M. Bulgakov From mad at phobia.net Mon Dec 11 17:24:23 2000 From: mad at phobia.net (Mike Dugas) Date: Mon, 11 Dec 2000 17:24:23 -0500 (EST) Subject: [rt-users] Send Reply? In-Reply-To: <20001211165236.I8092@pallas.fsck.com> Message-ID: This could be... I'll try it from another user. Thx. I'm using sendmail. On Mon, 11 Dec 2000, Jesse wrote: > RT will not send to the requestor by default if the requestor is also a ticket admin. > This may be what you're running into. > > -j > > > On Mon, Dec 11, 2000 at 04:42:15PM -0500, Mike Dugas wrote: > > Hi all, > > > > I'm clicking "Send Reply" on a ticket ... now I would presume that'd send > > a reply to the originator of the ticket (my user in need of support, in > > this case), correct? > > > > It doesn't work unless I put To: in front of their e-mail address in the > > ticket information, and thats kind of a pain. > > > > Am I doing something wrong, or is something broken? > > > > Thanks! > > > > -- > > Mike Dugas mad at phobia.net > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > > After all, it's not every day you meet up with an evil power > -M. Bulgakov > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- Mike Dugas mad at phobia.net From mad at phobia.net Mon Dec 11 17:27:38 2000 From: mad at phobia.net (Mike Dugas) Date: Mon, 11 Dec 2000 17:27:38 -0500 (EST) Subject: [rt-users] Send Reply? In-Reply-To: Message-ID: Tihs was the problem. Thanks! On Mon, 11 Dec 2000, Mike Dugas wrote: > > This could be... I'll try it from another user. > > Thx. > > I'm using sendmail. > > On Mon, 11 Dec 2000, Jesse wrote: > > > RT will not send to the requestor by default if the requestor is also a ticket admin. > > This may be what you're running into. > > > > -j > > > > > > On Mon, Dec 11, 2000 at 04:42:15PM -0500, Mike Dugas wrote: > > > Hi all, > > > > > > I'm clicking "Send Reply" on a ticket ... now I would presume that'd send > > > a reply to the originator of the ticket (my user in need of support, in > > > this case), correct? > > > > > > It doesn't work unless I put To: in front of their e-mail address in the > > > ticket information, and thats kind of a pain. > > > > > > Am I doing something wrong, or is something broken? > > > > > > Thanks! > > > > > > -- > > > Mike Dugas mad at phobia.net > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.fsck.com > > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > > > -- > > jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com > > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > > > > After all, it's not every day you meet up with an evil power > > -M. Bulgakov > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > Mike Dugas mad at phobia.net > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- Mike Dugas mad at phobia.net From jill at chezns.org Mon Dec 11 22:23:38 2000 From: jill at chezns.org (Jill Lundquist) Date: Mon, 11 Dec 2000 20:23:38 -0700 Subject: [rt-users] Doc Request: Gotcha for OpenBSD RT users In-Reply-To: Your message of "Mon, 11 Dec 2000 16:45:10 +0100." <20001211164510.C14735@meg.plannet.de> Message-ID: <200012120323.eBC3NcQ24120@kata.chezns.org> I found a gotcha in RT under OpenBSD. I installed RT some months ago (and like it very much). Until this weekend, I hadn't rebooted my RT server since installation. When it rebooted, the all of the interfaces started failing with this error: libmysqlclient.so.6.0: No such file or directory In the web error log, it was of course followed by our old friend "Premature end of script headers: /usr/local/rt/bin/cgi/webrt.cgi" This meant that the dynamic linker wasn't getting the mysql directory as one of its directories to search. I fixed it by adding the proper mysql directory to the shlib_dirs in /etc/rc.conf, e.g.: shlib_dirs="/path/to/mysql" # extra directories for ldconfig This isn't difficult to debug, but it would be good to have it mentioned in the install docs. The ports at openbsd.org mailing list archives shows no sign of an official OpenBSD RT port. Could the maintain of the FAQ and/or install documentation please add a mention of this gotcha under OpenBSD? Thanks. Jill Lundquist jill at chezns.org "The first butcher I saw as a child had a wooden leg, and to this day I have an unreasonable feeling that butchers with two genuine legs are impostors." -Robertson Davies From martin at schapendonk.org Tue Dec 12 02:52:21 2000 From: martin at schapendonk.org (Martin Schapendonk) Date: Tue, 12 Dec 2000 08:52:21 +0100 (CET) Subject: [rt-users] Doc Request: Gotcha for OpenBSD RT users In-Reply-To: <200012120323.eBC3NcQ24120@kata.chezns.org> Message-ID: On Mon, 11 Dec 2000, Jill Lundquist wrote: # This meant that the dynamic linker wasn't getting the mysql directory # as one of its directories to search. I fixed it by adding the # proper mysql directory to the shlib_dirs in /etc/rc.conf, e.g.: # shlib_dirs="/path/to/mysql" # extra directories for ldconfig This is more a MySQL issue than an RT issue, since MySQL did not properly adjust this when it was installed. BTW, if anyone else might ever encounter such a problem, a more general way would be to add the proper directory (usually PREFIX/lib) to the /etc/ld.so.conf-file and run ldconfig manually. Martin -- Martin Schapendonk, martin at schapendonk.org, Phone: +31 (0)6 55770237 Student Information Management and Technology at Tilburg University WEBMaster of the Students-WWW-server stuwww.kub.nl / PGP on request From Christian.Kurz at planNET.de Tue Dec 12 09:18:27 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Tue, 12 Dec 2000 15:18:27 +0100 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? Message-ID: <20001212151827.H12371@janet.planNET.de> Hi, did know one experience the problems that we have with the mail-interface? Currently it's impossible to do a real debugging of rt since there's no documentation about the variables. If anyone can tell me how to debug rt I'm happy, but if you can tell me a solution to my problem, I would be more happy. Currently our installation of rt doesn't allow any customer to send mail to an certain address and to incorporate the mail into rt. This is very annoying and we need either a solution for this problem or we have to deinstall rt and find an other solution, like the one my colleague is proposing (the usage of regng), which I would really like to avoid. So any suggestion are appreiateted. Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From rboyd at wildcard.pokerspot.com Tue Dec 12 09:29:58 2000 From: rboyd at wildcard.pokerspot.com (Robert Boyd) Date: Tue, 12 Dec 2000 08:29:58 -0600 (CST) Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <20001212151827.H12371@janet.planNET.de> Message-ID: I've not CC:'d devel in this reply, because I'm not convinced this is a bug. Do you have mail alias set correctly thru admin-webrt.cgi? -rob On Tue, 12 Dec 2000, Christian Kurz wrote: > Hi, > > did know one experience the problems that we have with the > mail-interface? Currently it's impossible to do a real debugging of rt > since there's no documentation about the variables. If anyone can tell > me how to debug rt I'm happy, but if you can tell me a solution to my > problem, I would be more happy. Currently our installation of rt doesn't > allow any customer to send mail to an certain address and to incorporate > the mail into rt. This is very annoying and we need either a solution > for this problem or we have to deinstall rt and find an other solution, > like the one my colleague is proposing (the usage of regng), which I > would really like to avoid. So any suggestion are appreiateted. > > Ciao > Christian > -- > Christian Kurz http://www.planNET.de > planNET Systems GmbH mailto:info at planNET.de > Schoenfeldstr. 8 Telefon: +49 721 66 36 0 > D-76131 Karlsruhe Telefax: +49 721 66 36 199 > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From bgunn at InterAdNet.com Tue Dec 12 09:34:33 2000 From: bgunn at InterAdNet.com (Gunn, Billy) Date: Tue, 12 Dec 2000 09:34:33 -0500 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? Message-ID: <7DBC96804E87D311A3A300062950CB1601137D7A@thetick.interadnet.com> Currently our installation of rt doesn't allow any customer to send mail to an certain address and to incorporate the mail into rt. Christian, can you eloborate more on this issue. Is the mail returned undeliverable? etc. etc. Cheers, Billy Gunn Unix Sys Admin Interadnet, Inc. 919-657-4350 From Christian.Kurz at planNET.de Tue Dec 12 09:41:30 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Tue, 12 Dec 2000 15:41:30 +0100 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <7DBC96804E87D311A3A300062950CB1601137D7A@thetick.interadnet.com> References: <7DBC96804E87D311A3A300062950CB1601137D7A@thetick.interadnet.com> Message-ID: <20001212154130.A10718@janet.planNET.de> On 00-12-12 Gunn, Billy wrote: > > Currently our installation of rt doesn't allow any customer to send mail to > an certain address and to incorporate the mail into rt. > > Christian, can you eloborate more on this issue. Is the mail returned > undeliverable? etc. etc. Yes, no problem. I set up a queue test with the mail address test at our.doma.in. Now if I send a mail to test at our.doma.in, it will be returned to me with the following error message: |There has been an error: |There has been an error with your request: |You don't have permission to create requests in this queue. Either you're not a queue |+member or non-members aren't allowed to create requests in this queue. |Your message is reproduced below: |test This is not acceptable for us, as we want to us this address for communication with customers and so everyone should be able to create request in this queue. According to the webinterface, the queue is set up, so that everyone can create request. Version of rt: 1.0.5 Used MTA: exim 3.16 Used Webserver: Apache I would really appreciate any help to get rt working to show my colleagues that it's a real cute software with good support for. :) Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From bgunn at InterAdNet.com Tue Dec 12 09:57:04 2000 From: bgunn at InterAdNet.com (Gunn, Billy) Date: Tue, 12 Dec 2000 09:57:04 -0500 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? Message-ID: <7DBC96804E87D311A3A300062950CB1601137D7C@thetick.interadnet.com> In RT Web Administrator for your queue verify that you have checked Allow non-members to create requests, and also verify the mail alias is set to match /etc/aliases. If those look correct you could take a look at the actual table to make sure they are set correctly there with the following commands. # mysql -u -p rt mysql> select * from queues where queue_id = ""; Check that mail_alias is correct and that allow_user_create is 1. Not sure that these variables could be different then what the web interface shows but it may be worth a quick check. Cheers, Billy Gunn Unix Sys Admin Interadnet, Inc. 919-657-4350 From Christian.Kurz at planNET.de Tue Dec 12 10:04:21 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Tue, 12 Dec 2000 16:04:21 +0100 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <7DBC96804E87D311A3A300062950CB1601137D7C@thetick.interadnet.com> References: <7DBC96804E87D311A3A300062950CB1601137D7C@thetick.interadnet.com> Message-ID: <20001212160421.E10718@janet.planNET.de> On 00-12-12 Gunn, Billy wrote: > In RT Web Administrator for your queue verify that you have checked Allow > non-members to create requests, and also verify the mail alias is set to > match /etc/aliases. If those look correct you could take a look at the > actual table to make sure they are set correctly there with the following > commands. > # mysql -u -p rt > mysql> select * from queues where queue_id = ""; As this concerns some private data I changed the output and paste the important stuff here: mysql> select * from queues where queue_id = "xxx"; +----------+-------------------------+---------------+---------------+-----------------+--------------+---------------+-------------------+-------------------+----------------+-------------------+--------------+--------------------+----------------+ | queue_id | mail_alias | comment_alias | m_owner_trans | m_members_trans | m_user_trans | m_user_create | m_members_corresp | m_members_comment | m_user_resolve | allow_user_create | default_prio | default_final_prio | default_due_in | +----------+-------------------------+---------------+---------------+-----------------+--------------+---------------+-------------------+-------------------+----------------+-------------------+--------------+--------------------+----------------+ | xxx | xxx at plannet.de | NULL | 0 | 0 | 0 | 1 | 0 | 0 | NULL | 1 | 0 | 0 | NULL | +----------+-------------------------+---------------+---------------+-----------------+--------------+---------------+-------------------+-------------------+----------------+-------------------+--------------+--------------------+----------------+ 1 row in set (0.00 sec) So as you can see for yourself allow_user_create is set to a 1 which would mean yes. > Check that mail_alias is correct and that allow_user_create is 1. Not sure > that these variables could be different then what the web interface shows > but it may be worth a quick check. The mail_alias is reachable and would be delivered for our testing purpose correclty. So I assume that the bug is located somewhere else. Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From anil at recoil.org Tue Dec 12 18:04:05 2000 From: anil at recoil.org (Anil Madhavapeddy) Date: Tue, 12 Dec 2000 23:04:05 +0000 Subject: [rt-users] Doc Request: Gotcha for OpenBSD RT users In-Reply-To: <200012120323.eBC3NcQ24120@kata.chezns.org>; from jill@chezns.org on Mon, Dec 11, 2000 at 08:23:38PM -0700 References: <20001211164510.C14735@meg.plannet.de> <200012120323.eBC3NcQ24120@kata.chezns.org> Message-ID: <20001212230405.A20912@total.recoil.org> On Mon, Dec 11, 2000 at 08:23:38PM -0700, Jill Lundquist wrote: > > I found a gotcha in RT under OpenBSD. > > I installed RT some months ago (and like it very much). Until this > weekend, I hadn't rebooted my RT server since installation. When it > rebooted, the all of the interfaces started failing with this error: > > libmysqlclient.so.6.0: No such file or directory > This isn't really an RT problem, but that the MySQL port in OpenBSD doesn't make it clear enough that the shlibs_dir should be updated (although this is a general issue with ${LOCALBASE}/lib) I'll have a look (and perhaps convert it to SUBPACKAGES) > > This isn't difficult to debug, but it would be good to have it > mentioned in the install docs. The ports at openbsd.org mailing list > archives shows no sign of an official OpenBSD RT port. Could the > maintain of the FAQ and/or install documentation please add a mention > of this gotcha under OpenBSD? > I've actually got an RT port for OpenBSD on my TODO list, but it's quite long at the moment and I might not get to it until next year - perhaps RT2 will be out by then instead ;) -- Anil Madhavapeddy, From jesse at fsck.com Tue Dec 12 20:58:13 2000 From: jesse at fsck.com (Jesse) Date: Tue, 12 Dec 2000 20:58:13 -0500 Subject: [rt-users] [rt-announce] RT 1.3.26 AKA RT2 Alpha2 Message-ID: <20001212205813.F8092@pallas.fsck.com> RT 1.3.26 has been released. It meeds the release criteria for RT2 Alpha 2...and a bit more. Relative to alpha 1, there have been lots of changes and enhancements ACLs exist and are editable. Scrips (custom logic) have been completely redone Most of the admin ui has been redone Ticket modifications have been split into a few pages Lots of bugs have been fixed. Full support for attachment display via the web ui. Oh. and a special bonus: Folks have been requesting groups for the purpose of access control for a while.... Groups have been implemented in the core. The web based group editor is even mostly done. A bunch of other things that I'm blanking on, but that you read the ChangeLog if you really wanna know ;) Jesse -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 A REAL sysadmin challenge is "resurrect five dead mailserver while so ripped to the gills on mdma that you can't focus on any given line of text for more than 10 seconds continuously." -Nathan Mehl _______________________________________________ Rt-announce mailing list Rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From russj at dimstar.net Wed Dec 13 02:16:07 2000 From: russj at dimstar.net (Russ Johnson) Date: Tue, 12 Dec 2000 23:16:07 -0800 Subject: [rt-users] Resolved aging? Message-ID: <5.0.0.25.0.20001212231404.0267c970@mail.dimstar.net> Is it possible to make the "Resolved" tickets to quit aging? One of the things we want to track is how long a request takes to complete. If a ticket quits aging when it's marked "resolved", then that would do it. Russ Johnson Stargate Online telnet://telnet.dimstar.net http://www.dimstar.net ICQ: 3739685:Airneil From russj at dimstar.net Wed Dec 13 02:21:22 2000 From: russj at dimstar.net (Russ Johnson) Date: Tue, 12 Dec 2000 23:21:22 -0800 Subject: [rt-users] Re-opening a resolved ticket? Message-ID: <5.0.0.25.0.20001212231610.02696ed0@mail.dimstar.net> Today, I resolved an open item. Normally, I reply to the ticket with the solution, and mark it resolved at the same time. The requestor replied to the resolution (which doesn't seem to me to be an unnatural reaction). RT added the reply, and reopened the request. Adding the reply is ok. I'd expect that. But re-opening a request shouldn't happen from an incoming email. Then a ticket gets closed a second time, with another "this ticket is now resolved" message to the requestor. Then they reply asking why the ticket got closed twice... Do you see where I'm going? (loop loop). Russ Johnson Stargate Online telnet://telnet.dimstar.net http://www.dimstar.net ICQ: 3739685:Airneil From rboyd at wildcard.pokerspot.com Wed Dec 13 04:09:48 2000 From: rboyd at wildcard.pokerspot.com (Robert Boyd) Date: Wed, 13 Dec 2000 03:09:48 -0600 (CST) Subject: [rt-users] Re-opening a resolved ticket? In-Reply-To: <5.0.0.25.0.20001212231610.02696ed0@mail.dimstar.net> Message-ID: Seems like the correct action to me. In your replies, include a line such as "Replying to this email will re-open this ticket. Please reply if you have any more problems.". It makes more sense to include a line like that if you're auto-replying, and use the word "ticket" in the auto-reply, otherwise they'll be scratching their heads "ticket.. huh??". What we don't need is customers responding to a resolved ticket with "IT'S STILL NOT WORKING!" and our support crew missing it because of the ticket status. -rob On Tue, 12 Dec 2000, Russ Johnson wrote: > Today, I resolved an open item. Normally, I reply to the ticket with the > solution, and mark it resolved at the same time. > > The requestor replied to the resolution (which doesn't seem to me to be an > unnatural reaction). RT added the reply, and reopened the request. Adding > the reply is ok. I'd expect that. But re-opening a request shouldn't happen > from an incoming email. Then a ticket gets closed a second time, with > another "this ticket is now resolved" message to the requestor. Then they > reply asking why the ticket got closed twice... Do you see where I'm going? > (loop loop). > > Russ Johnson > Stargate Online > > telnet://telnet.dimstar.net > http://www.dimstar.net > ICQ: 3739685:Airneil > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From Christian.Kurz at planNET.de Wed Dec 13 05:14:54 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Wed, 13 Dec 2000 11:14:54 +0100 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <20001212125014.Y8092@pallas.fsck.com> References: <7DBC96804E87D311A3A300062950CB1601137D7C@thetick.interadnet.com> <20001212160421.E10718@janet.planNET.de> <20001212125014.Y8092@pallas.fsck.com> Message-ID: <20001213111454.K10718@janet.planNET.de> On 00-12-12 Jesse wrote: > can you verify that this is still broken on 1.0.6? Well, I incorporate the patches from 1.0.6 to our 1.0.5 installation and retried it. And I still receive the error-message that I reported to this list without any change. What can I do now? Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From Christian.Kurz at planNET.de Wed Dec 13 07:40:33 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Wed, 13 Dec 2000 13:40:33 +0100 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <20001212154130.A10718@janet.planNET.de> References: <7DBC96804E87D311A3A300062950CB1601137D7A@thetick.interadnet.com> <20001212154130.A10718@janet.planNET.de> Message-ID: <20001213134033.R10718@janet.planNET.de> On 00-12-12 Christian Kurz wrote: > On 00-12-12 Gunn, Billy wrote: > > > > Currently our installation of rt doesn't allow any customer to send mail to > > an certain address and to incorporate the mail into rt. > > > > Christian, can you eloborate more on this issue. Is the mail returned > > undeliverable? etc. etc. > Yes, no problem. I set up a queue test with the mail address > test at our.doma.in. Now if I send a mail to test at our.doma.in, it will be > returned to me with the following error message: So I now changed the setup to use a subdomain for itself and also changed the exim configuration a bit, so know the first error-message has dissapperead but I see now this strange one: There has been an error: There has been an error with your request: Your message is reproduced below: test I wrote to test-correspond at tracker.our.domain and I know get the strange error message above. Has anyone an idea what is still wrong with the rt stuff? Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From rboyd at wildcard.pokerspot.com Wed Dec 13 08:19:02 2000 From: rboyd at wildcard.pokerspot.com (Robert Boyd) Date: Wed, 13 Dec 2000 07:19:02 -0600 (CST) Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <20001213134033.R10718@janet.planNET.de> Message-ID: Why don't you learn how to use the perl debugger Christian? -rob On Wed, 13 Dec 2000, Christian Kurz wrote: > On 00-12-12 Christian Kurz wrote: > > On 00-12-12 Gunn, Billy wrote: > > > > > > Currently our installation of rt doesn't allow any customer to send mail to > > > an certain address and to incorporate the mail into rt. > > > > > > > Christian, can you eloborate more on this issue. Is the mail returned > > > undeliverable? etc. etc. > > > Yes, no problem. I set up a queue test with the mail address > > test at our.doma.in. Now if I send a mail to test at our.doma.in, it will be > > returned to me with the following error message: > > So I now changed the setup to use a subdomain for itself and also > changed the exim configuration a bit, so know the first error-message > has dissapperead but I see now this strange one: > > There has been an error: > There has been an error with your request: > > > Your message is reproduced below: > > test > > I wrote to test-correspond at tracker.our.domain and I know get the strange > error message above. Has anyone an idea what is still wrong with the rt > stuff? > > Ciao > Christian > > -- > Christian Kurz http://www.planNET.de > planNET Systems GmbH mailto:info at planNET.de > Schoenfeldstr. 8 Telefon: +49 721 66 36 0 > D-76131 Karlsruhe Telefax: +49 721 66 36 199 > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From jesse at fsck.com Wed Dec 13 11:01:39 2000 From: jesse at fsck.com (Jesse) Date: Wed, 13 Dec 2000 11:01:39 -0500 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <20001213134033.R10718@janet.planNET.de>; from Christian.Kurz@planNET.de on Wed, Dec 13, 2000 at 01:40:33PM +0100 References: <7DBC96804E87D311A3A300062950CB1601137D7A@thetick.interadnet.com> <20001212154130.A10718@janet.planNET.de> <20001213134033.R10718@janet.planNET.de> Message-ID: <20001213110139.E19895@pallas.fsck.com> what happens if you run rt-mailgate < /tmp/mailmessage where mailmessage is a full email message with RFC822 headers, etc? On Wed, Dec 13, 2000 at 01:40:33PM +0100, Christian Kurz wrote: > On 00-12-12 Christian Kurz wrote: > > On 00-12-12 Gunn, Billy wrote: > > > > > > Currently our installation of rt doesn't allow any customer to send mail to > > > an certain address and to incorporate the mail into rt. > > > > > > > Christian, can you eloborate more on this issue. Is the mail returned > > > undeliverable? etc. etc. > > > Yes, no problem. I set up a queue test with the mail address > > test at our.doma.in. Now if I send a mail to test at our.doma.in, it will be > > returned to me with the following error message: > > So I now changed the setup to use a subdomain for itself and also > changed the exim configuration a bit, so know the first error-message > has dissapperead but I see now this strange one: > > There has been an error: > There has been an error with your request: > > > Your message is reproduced below: > > test > > I wrote to test-correspond at tracker.our.domain and I know get the strange > error message above. Has anyone an idea what is still wrong with the rt > stuff? > > Ciao > Christian > > -- > Christian Kurz http://www.planNET.de > planNET Systems GmbH mailto:info at planNET.de > Schoenfeldstr. 8 Telefon: +49 721 66 36 0 > D-76131 Karlsruhe Telefax: +49 721 66 36 199 > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 I'm reasonably sure that at least two of the electric blue kangeroos I saw were real. From jesse at fsck.com Wed Dec 13 11:04:13 2000 From: jesse at fsck.com (Jesse) Date: Wed, 13 Dec 2000 11:04:13 -0500 Subject: [rt-users] Resolved aging? In-Reply-To: <5.0.0.25.0.20001212231404.0267c970@mail.dimstar.net>; from russj@dimstar.net on Tue, Dec 12, 2000 at 11:16:07PM -0800 References: <5.0.0.25.0.20001212231404.0267c970@mail.dimstar.net> Message-ID: <20001213110413.G19895@pallas.fsck.com> On Tue, Dec 12, 2000 at 11:16:07PM -0800, Russ Johnson wrote: > Is it possible to make the "Resolved" tickets to quit aging? > > One of the things we want to track is how long a request takes to complete. > If a ticket quits aging when it's marked "resolved", then that would do it. > Look at any of the contributed RT stats scripts. in ftp://ftp.fsck.com/pub/rt/contrib/ Basically, you can read the transaction history for a ticket and compare the difference between the dates of the creation and resolution transactions. > Russ Johnson > Stargate Online > > telnet://telnet.dimstar.net > http://www.dimstar.net > ICQ: 3739685:Airneil > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 They'll take my private key when they pry it from my cold dead fingers! From jesse at fsck.com Wed Dec 13 11:05:18 2000 From: jesse at fsck.com (Jesse) Date: Wed, 13 Dec 2000 11:05:18 -0500 Subject: [rt-users] Re-opening a resolved ticket? In-Reply-To: <5.0.0.25.0.20001212231610.02696ed0@mail.dimstar.net>; from russj@dimstar.net on Tue, Dec 12, 2000 at 11:21:22PM -0800 References: <5.0.0.25.0.20001212231610.02696ed0@mail.dimstar.net> Message-ID: <20001213110518.I19895@pallas.fsck.com> This is as designed. However, it will be possible to configure this in RT 2.2 or so. (The framework is there in 2.0. we're just not exposing it yet.) On Tue, Dec 12, 2000 at 11:21:22PM -0800, Russ Johnson wrote: > Today, I resolved an open item. Normally, I reply to the ticket with the > solution, and mark it resolved at the same time. > > The requestor replied to the resolution (which doesn't seem to me to be an > unnatural reaction). RT added the reply, and reopened the request. Adding > the reply is ok. I'd expect that. But re-opening a request shouldn't happen > from an incoming email. Then a ticket gets closed a second time, with > another "this ticket is now resolved" message to the requestor. Then they > reply asking why the ticket got closed twice... Do you see where I'm going? > (loop loop). > > Russ Johnson > Stargate Online > > telnet://telnet.dimstar.net > http://www.dimstar.net > ICQ: 3739685:Airneil > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 A REAL sysadmin challenge is "resurrect five dead mailserver while so ripped to the gills on mdma that you can't focus on any given line of text for more than 10 seconds continuously." -Nathan Mehl From Christian.Kurz at planNET.de Wed Dec 13 11:14:16 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Wed, 13 Dec 2000 17:14:16 +0100 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <20001213110139.E19895@pallas.fsck.com> References: <7DBC96804E87D311A3A300062950CB1601137D7A@thetick.interadnet.com> <20001212154130.A10718@janet.planNET.de> <20001213134033.R10718@janet.planNET.de> <20001213110139.E19895@pallas.fsck.com> Message-ID: <20001213171416.B31196@janet.planNET.de> On 00-12-13 Jesse wrote: > what happens if you run > rt-mailgate < /tmp/mailmessage > where mailmessage is a full email message with RFC822 headers, etc? This is the test mail slightly edited. |Received: from us by internal-server.plannet.de with local (Exim 3.16 #1 (Debian)) | id 146EQL-0004q2-00 | for ; Wed, 13 Dec 2000 17:06:33 +0100 |Date: Wed, 13 Dec 2000 17:06:32 +0100 |From: Christian Kurz |To: test at ourdomain.plannet.de |Subject: test |Message-ID: <20001213170632.A31196 at planNET.de> |Mime-Version: 1.0 |Content-Type: text/plain; charset=us-ascii |Content-Disposition: inline |User-Agent: Mutt/1.2.5i |Organization: planNET Systems GmbH |X-URL: http://www.planNET.de/ |Test All I got back was the following message: |There has been an error: |There has been an error with your request: |You don't have permission to create requests in this queue. Either you're not a queue |+member or non-members aren't allowed to create requests in this queue. |Your message is reproduced below: |Test If I reduce the testmage to only contain the word test and I run the following command: |/usr/lib/rt/bin/rt-mailgate --extended-syntax --ticketid --verbose --debug --queue test --action correspond < /tmp/mailmessage2 I get no mail back but the following output: |0 |Ticket='0' Transaction Number='0' Queue='test' Area='' Sender='' Precedence='first-class' So what the hell is going wrong there?? I'm really wondering since the last test would explain why all mails fail, since the mail get never included in the mysql-database. So any help appreciated. Ciao Christian -- Christian Kurz http://www.planNET.de |planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From jesse at fsck.com Wed Dec 13 11:18:24 2000 From: jesse at fsck.com (Jesse) Date: Wed, 13 Dec 2000 11:18:24 -0500 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <20001213171416.B31196@janet.planNET.de>; from Christian.Kurz@planNET.de on Wed, Dec 13, 2000 at 05:14:16PM +0100 References: <7DBC96804E87D311A3A300062950CB1601137D7A@thetick.interadnet.com> <20001212154130.A10718@janet.planNET.de> <20001213134033.R10718@janet.planNET.de> <20001213110139.E19895@pallas.fsck.com> <20001213171416.B31196@janet.planNET.de> Message-ID: <20001213111824.K19895@pallas.fsck.com> ok. this is really whacked. can you send me the output of mysqldump rt (with your passwords stripped, of course) and the contents of your config.pm (with passwords stripped) On Wed, Dec 13, 2000 at 05:14:16PM +0100, Christian Kurz wrote: > On 00-12-13 Jesse wrote: > > what happens if you run > > > rt-mailgate < /tmp/mailmessage > > > where mailmessage is a full email message with RFC822 headers, etc? > > This is the test mail slightly edited. > > |Received: from us by internal-server.plannet.de with local (Exim 3.16 #1 (Debian)) > | id 146EQL-0004q2-00 > | for ; Wed, 13 Dec 2000 17:06:33 +0100 > |Date: Wed, 13 Dec 2000 17:06:32 +0100 > |From: Christian Kurz > |To: test at ourdomain.plannet.de > |Subject: test > |Message-ID: <20001213170632.A31196 at planNET.de> > |Mime-Version: 1.0 > |Content-Type: text/plain; charset=us-ascii > |Content-Disposition: inline > |User-Agent: Mutt/1.2.5i > |Organization: planNET Systems GmbH > |X-URL: http://www.planNET.de/ > > |Test > > All I got back was the following message: > > |There has been an error: > |There has been an error with your request: > |You don't have permission to create requests in this queue. Either you're not a queue > |+member or non-members aren't allowed to create requests in this queue. > > |Your message is reproduced below: > > |Test > > If I reduce the testmage to only contain the word test and I run the > following command: > > |/usr/lib/rt/bin/rt-mailgate --extended-syntax --ticketid --verbose --debug --queue test --action correspond < /tmp/mailmessage2 > > I get no mail back but the following output: > > |0 > |Ticket='0' Transaction Number='0' Queue='test' Area='' Sender='' Precedence='first-class' > > So what the hell is going wrong there?? I'm really wondering since the > last test would explain why all mails fail, since the mail get never > included in the mysql-database. So any help appreciated. > > Ciao > Christian > -- > Christian Kurz http://www.planNET.de > |planNET Systems GmbH mailto:info at planNET.de > Schoenfeldstr. 8 Telefon: +49 721 66 36 0 > D-76131 Karlsruhe Telefax: +49 721 66 36 199 > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 Emacs is a pretty good operating system, but Unix has a better editor. From russj at dimstar.net Wed Dec 13 11:33:46 2000 From: russj at dimstar.net (Russ Johnson) Date: Wed, 13 Dec 2000 08:33:46 -0800 Subject: [rt-users] Re-opening a resolved ticket? In-Reply-To: References: <5.0.0.25.0.20001212231610.02696ed0@mail.dimstar.net> Message-ID: <5.0.0.25.0.20001213083213.058347d0@mail.dimstar.net> I would think that if "correct" behavior was to not re-open a resolved ticket, then a reply to a closed ticket could be made to open a new one. Of course, this has it's own drawbacks. At 03:09 AM 12/13/2000 -0600, Robert Boyd wrote: >Seems like the correct action to me. In your replies, include a line such >as "Replying to this email will re-open this ticket. Please reply if you >have any more problems.". It makes more sense to include a line like that >if you're auto-replying, and use the word "ticket" in the auto-reply, >otherwise they'll be scratching their heads "ticket.. huh??". > >What we don't need is customers responding to a resolved ticket with "IT'S >STILL NOT WORKING!" and our support crew missing it because of the ticket >status. > >-rob > > >On Tue, 12 Dec 2000, Russ Johnson wrote: > > > Today, I resolved an open item. Normally, I reply to the ticket with the > > solution, and mark it resolved at the same time. > > > > The requestor replied to the resolution (which doesn't seem to me to be an > > unnatural reaction). RT added the reply, and reopened the request. Adding > > the reply is ok. I'd expect that. But re-opening a request shouldn't > happen > > from an incoming email. Then a ticket gets closed a second time, with > > another "this ticket is now resolved" message to the requestor. Then they > > reply asking why the ticket got closed twice... Do you see where I'm > going? > > (loop loop). > > > > Russ Johnson > > Stargate Online > > > > telnet://telnet.dimstar.net > > http://www.dimstar.net > > ICQ: 3739685:Airneil > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > Russ Johnson Stargate Online telnet://telnet.dimstar.net http://www.dimstar.net ICQ: 3739685:Airneil From deejoe at iastate.edu Wed Dec 13 13:27:54 2000 From: deejoe at iastate.edu (D. Joe Anderson) Date: Wed, 13 Dec 2000 12:27:54 -0600 (CST) Subject: [rt-users] Re-opening a resolved ticket? In-Reply-To: <5.0.0.25.0.20001213083213.058347d0@mail.dimstar.net> Message-ID: That sounds reasonable. Choose one set of advantages/disadvantages or another. If "new mail reopens resolved tickets" (or whatever the current behavior might be called under an optional scheme) is set, then there are the problems Robert Boyd mentions, which require re-resolving those tickets (probably via the web or command line interfaces, silently, without generating yet-another message to the chatty user that said user might use to continue the resolve-reopen loop). If "new mail reopens resolved tickets" is not set, and a new ticket is opened on receipt of a response to a resolved ticket, then if necessary the new ticket can be manually merged back into the resolved ticket and the ticket re-opened. Of course, if this new ticket is some content-free response like "OK", it is still going to need manual attention much like the first scenario. --Joe On Wed, 13 Dec 2000, Russ Johnson wrote: > I would think that if "correct" behavior was to not re-open a resolved > ticket, then a reply to a closed ticket could be made to open a new one. > > Of course, this has it's own drawbacks. > > At 03:09 AM 12/13/2000 -0600, Robert Boyd wrote: > > >Seems like the correct action to me. In your replies, include a line such > >as "Replying to this email will re-open this ticket. Please reply if you > >have any more problems.". It makes more sense to include a line like that > >if you're auto-replying, and use the word "ticket" in the auto-reply, > >otherwise they'll be scratching their heads "ticket.. huh??". > > > >What we don't need is customers responding to a resolved ticket with "IT'S > >STILL NOT WORKING!" and our support crew missing it because of the ticket > >status. > > > >-rob > > > > > >On Tue, 12 Dec 2000, Russ Johnson wrote: > > > > > Today, I resolved an open item. Normally, I reply to the ticket with the > > > solution, and mark it resolved at the same time. > > > > > > The requestor replied to the resolution (which doesn't seem to me to be an > > > unnatural reaction). RT added the reply, and reopened the request. Adding > > > the reply is ok. I'd expect that. But re-opening a request shouldn't > > happen > > > from an incoming email. Then a ticket gets closed a second time, with > > > another "this ticket is now resolved" message to the requestor. Then they > > > reply asking why the ticket got closed twice... Do you see where I'm > > going? > > > (loop loop). > > > > > > Russ Johnson > > > Stargate Online > > > > > > telnet://telnet.dimstar.net > > > http://www.dimstar.net > > > ICQ: 3739685:Airneil > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.fsck.com > > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > Russ Johnson > Stargate Online > > telnet://telnet.dimstar.net > http://www.dimstar.net > ICQ: 3739685:Airneil > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists..fsck.com/mailman/listinfo/rt-users > > ___________________________________________________________________________ D. Joe Anderson, Ph.D Computing Support for Botany, ZG, & BBMB. botsupport at iastate.edu | zgsupport at iastate.edu | bbsupport at iastate.edu 1210 MBB, ISU, Ames, IA 5001 http://molebio.iastate.edu/support bcbsupport at iastate.edu .............. http://www.bcb.iastate.edu/bcblab From matthew at isyndicate.com Wed Dec 13 17:00:47 2000 From: matthew at isyndicate.com (Matthew Valdez) Date: Wed, 13 Dec 2000 14:00:47 -0800 Subject: [rt-users] Check ticker history w/o login. Message-ID: <3A37F18F.4C9B8197@isyndicate.com> Hey all, I'd like to be able to allow anyone to check the status of a ticket without logging in, with for example, the following html:
This just kicks me into the login screen. I'm not really sure how the access control works. From jesse at fsck.com Wed Dec 13 17:07:58 2000 From: jesse at fsck.com (Jesse) Date: Wed, 13 Dec 2000 17:07:58 -0500 Subject: [rt-users] Check ticker history w/o login. In-Reply-To: <3A37F18F.4C9B8197@isyndicate.com>; from matthew@isyndicate.com on Wed, Dec 13, 2000 at 02:00:47PM -0800 References: <3A37F18F.4C9B8197@isyndicate.com> Message-ID: <20001213170758.F19895@pallas.fsck.com> Look at the html of the login screen. You can add hidden fields for username and password to your mini-form, but that means that any user can trivially find out that username and password.... -j On Wed, Dec 13, 2000 at 02:00:47PM -0800, Matthew Valdez wrote: > Hey all, > > I'd like to be able to allow anyone to check the status of a ticket > without logging in, with for example, the following html: > >
name="display" value="History">
> > This just kicks me into the login screen. I'm not really sure how the > access control works. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 Pelcgb-serrqbz abj! From Christian.Kurz at planNET.de Thu Dec 14 11:01:05 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Thu, 14 Dec 2000 17:01:05 +0100 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <7DBC96804E87D311A3A300062950CB1601137D7A@thetick.interadnet.com> References: <7DBC96804E87D311A3A300062950CB1601137D7A@thetick.interadnet.com> Message-ID: <20001214170105.W26709@janet.planNET.de> On 00-12-12 Gunn, Billy wrote: > Currently our installation of rt doesn't allow any customer to send mail to > an certain address and to incorporate the mail into rt. Thanks to help of Jesse we could track this problem down to the queue names. We had soem upper-case and also some mixed-case queue-names and currently rt seems only to be able to deal with lower-case queue-names. But I think Jesse is already trying to find a solution to that. Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From jesse at fsck.com Thu Dec 14 11:45:34 2000 From: jesse at fsck.com (Jesse) Date: Thu, 14 Dec 2000 11:45:34 -0500 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <20001214170105.W26709@janet.planNET.de>; from Christian.Kurz@planNET.de on Thu, Dec 14, 2000 at 05:01:05PM +0100 References: <7DBC96804E87D311A3A300062950CB1601137D7A@thetick.interadnet.com> <20001214170105.W26709@janet.planNET.de> Message-ID: <20001214114534.L19895@pallas.fsck.com> I'm pretty sure this is a shell issue and that if one puts the queue name in "quotes" it should work fine. (I've got some queue names with mixed case and spaces.) -j On Thu, Dec 14, 2000 at 05:01:05PM +0100, Christian Kurz wrote: > On 00-12-12 Gunn, Billy wrote: > > Currently our installation of rt doesn't allow any customer to send mail to > > an certain address and to incorporate the mail into rt. > > Thanks to help of Jesse we could track this problem down to the queue > names. We had soem upper-case and also some mixed-case queue-names and > currently rt seems only to be able to deal with lower-case queue-names. > But I think Jesse is already trying to find a solution to that. > > Ciao > Christian > -- > Christian Kurz http://www.planNET.de > planNET Systems GmbH mailto:info at planNET.de > Schoenfeldstr. 8 Telefon: +49 721 66 36 0 > D-76131 Karlsruhe Telefax: +49 721 66 36 199 > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 As I sit here alone looking at green text on a laptop in a mostly bare room listening to loud music wearing all black, I realize that that it is much less cool in real life :) --Richard Tibbets From Christian.Kurz at planNET.de Thu Dec 14 11:59:21 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Thu, 14 Dec 2000 17:59:21 +0100 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <20001214114534.L19895@pallas.fsck.com> References: <7DBC96804E87D311A3A300062950CB1601137D7A@thetick.interadnet.com> <20001214170105.W26709@janet.planNET.de> <20001214114534.L19895@pallas.fsck.com> Message-ID: <20001214175921.X26709@janet.planNET.de> On 00-12-14 Jesse wrote: > I'm pretty sure this is a shell issue and that if one puts the > queue name in "quotes" it should work fine. (I've got some queue > names with mixed case and spaces.) Well, could we then please get some documentation in the FAQ about this? If yes, this would be very helpful in finding the bug. Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From tapio.lehtonen at tellabs.com Thu Dec 14 06:36:00 2000 From: tapio.lehtonen at tellabs.com (Tapio Lehtonen) Date: Thu, 14 Dec 2000 13:36:00 +0200 Subject: [rt-users] Check ticker history w/o login. References: <3A37F18F.4C9B8197@isyndicate.com> Message-ID: <3A38B0A0.5AF65A9@tellabs.com> Create a guest user and include the username and password in the URL, like this: http://rd-webrt.tellabs.fi/cgi-bin/webrt.cgi?username=rt-guest&password=rt-guest&q_status=open&display=Queue matthew at isyndicate.com wrote: > > Hey all, > > I'd like to be able to allow anyone to check the status of a ticket > without logging in, with for example, the following html: > >
name="display" value="History">
> > This just kicks me into the login screen. I'm not really sure how the > access control works. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- "Mary had a crypto key / She kept it in escrow And everything that Mary said / The Feds were sure to know" -- Sam Simpson =================================================================== Tapio Lehtonen tel: +358 9 4131 2206 Tellabs Oy fax: +358 9 4131 2030 Sinim?entie 6 email: tapio at Tellabs.fi FIN-02630 ESPOO URL http://www.Tellabs.com/ Finland Senior Systems Specialist =================================================================== -------------- next part -------------- A non-text attachment was scrubbed... Name: tapio.lehtonen.vcf Type: text/x-vcard Size: 346 bytes Desc: Card for Tapio Lehtonen URL: From brb7790 at cs.rit.edu Fri Dec 15 00:40:29 2000 From: brb7790 at cs.rit.edu (Brian Bonner) Date: Fri, 15 Dec 2000 00:40:29 -0500 (EST) Subject: [rt-users] How do I fix this? Message-ID: Can't locate /opt/rt/etc/config.pm in @INC (@INC contains: /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 /opt/rt/lib) at /opt/rt/bin/rtmux.pl line 20. [Thu Dec 14 21:38:48 2000] [error] [client 129.21.122.129] Premature end of script headers: /opt/rt/bin/cgi/webrt.cgi This is coming from when I run webrt.cgi.. and the pathname is correct.. there is a config.pm file there.. so how would I fix this? Brian Bonner From f.heyer at sgh-net.de Fri Dec 15 03:21:55 2000 From: f.heyer at sgh-net.de (Florian Heyer) Date: Fri, 15 Dec 2000 09:21:55 +0100 Subject: [rt-users] Mail-Interface of webrt 1.0.5 seems to be broken? In-Reply-To: <01041E76FFDED311B8050050DA287F2328EEFF@gustav.hannover.sgh-net.de> Message-ID: <01041E76FFDED311B8050050DA287F2316A268@gustav.hannover.sgh-net.de> > > On 00-12-14 Jesse wrote: > > I'm pretty sure this is a shell issue and that if one puts the > > queue name in "quotes" it should work fine. (I've got some queue > > names with mixed case and spaces.) > > Well, could we then please get some documentation in the FAQ > about this? > If yes, this would be very helpful in finding the bug. > > Ciao > Christian Hello, i don't think there is a bug regarding this issue. We use queue names with mixed case letters in them and don't have any problem. You just have to make sure that the queue name in your /etc/aliases is _exactly_ written as it appears in RT (case sensitive!). cu -- Florian Heyer SGH Internet Division f.heyer at sgh-net.de http://www.sgh-net.de From paul at 2bet.co.uk Fri Dec 15 07:11:01 2000 From: paul at 2bet.co.uk (paul m) Date: Fri, 15 Dec 2000 12:11:01 +0000 Subject: [rt-users] How do I fix this? In-Reply-To: ; from brb7790@cs.rit.edu on Fri, Dec 15, 2000 at 12:40:29AM -0500 References: Message-ID: <20001215121101.A12041@2bet.co.uk> On Fri, Dec 15, 2000 at 12:40:29AM -0500, Brian Bonner wrote: > > Can't locate /opt/rt/etc/config.pm in @INC (@INC contains: > /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 > /usr/local/lib/perl5/site_perl/5.005/i386-freebsd > /usr/local/lib/perl5/site_perl/5.005 /opt/rt/lib) at /opt/rt/bin/rtmux.pl > line 20. > [Thu Dec 14 21:38:48 2000] [error] [client 129.21.122.129] Premature end > of script headers: /opt/rt/bin/cgi/webrt.cgi > > This is coming from when I run webrt.cgi.. and the pathname is correct.. > there is a config.pm file there.. so how would I fix this? Who is the file owned by - I had this problem when I upgraded recently changing it to owner rt fixed it: -r-xr-x--x 1 rt rt 3510 Dec 12 12:05 config.pm Paul > > Brian Bonner > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From ml at bendler-net.de Fri Dec 15 10:06:27 2000 From: ml at bendler-net.de (Thomas Bendler) Date: Fri, 15 Dec 2000 16:06:27 +0100 Subject: [rt-users] Forward mails to other user Message-ID: <20001215160627.G13396@ds9.athome.guj.de> Hi, I'm start to use the RT in our company for the customer service of our web site. So every mail to us will reach one Account wich is maintained by the RT. So far so good. But we are the portal for eight magazines with sometimes own hotlines. So I think of something like forward the incomming Mail to the secondary customer support for solution, send back to our customer support and then go back to the customer. Is something like this possible with the RT? And if yes, how can I solve such thing. I don't want to give the second level support access to our RT because the server is not so big and the RT don't run quite fast. ... may the Tux be with you! =Thomas= -- Thomas Bendler \\:// ml at bendler-net.de Billwiese 22 (o -) http://www.bendler-net.de/ 21033 Hamburg ---ooO-(_)-Ooo--- tel.: 0 177 - 277 37 61 Germany Linux, enjoy the ride ...! From anna at kesmai.com Fri Dec 15 17:54:22 2000 From: anna at kesmai.com (Anna Durai) Date: Fri, 15 Dec 2000 17:54:22 -0500 Subject: [rt-users] [Fwd: rt mailgate issue] Message-ID: <3A3AA11E.1A983D24@kesmai.com> Hi, Could u please respond on this issue.. Thanks Annadurai -------------- next part -------------- An embedded message was scrubbed... From: Jesse Subject: Re: rt mailgate issue Date: Fri, 15 Dec 2000 17:10:04 -0500 Size: 2161 URL: From grberry at home.com Sat Dec 16 03:24:19 2000 From: grberry at home.com (Gary Berry) Date: Sat, 16 Dec 2000 00:24:19 -0800 Subject: [rt-users] Removing Unwanted Content Message-ID: <000a01c06739$965abe20$0100a8c0@mshome.net> I have set up RT 1.0.6 and it is working beautifully. I have set it up so that fetchmail is retreiving the requests from an Exchange server with a hidden mail account set up specifically for RT to get it's mail from. I am also using Postfix to send out the responses etc and it works like a charm. One thing I have noticed however is that when a user sends an email to the email account and fetchmail passes it along to RT all of the header content is put into the ticket information window. It shows all of the header information that is normally hidden under regular mail programs unless you check the properties. It to me seems useless as you have to scroll through a bunch of unwanted text to get to the actual meat of the situtation. Is there a way to strip or hide that information before RT gets it's hands on it?? I saw something mentioned about stripmime but I have no idea how to set it up or make it work. Any suggestions would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From cshishid at slip.net Sat Dec 16 14:17:10 2000 From: cshishid at slip.net (Clark Shishido) Date: Sat, 16 Dec 2000 11:17:10 -0800 Subject: [rt-users] Removing Unwanted Content Message-ID: Gary Berry said: > >One thing I have noticed however is that when a user sends an email to the email account and fetchmail passes it along to RT all of the header content is put into the ticket information window. It shows all of the header information that is normally hidden under regular mail programs unless you check the properties. It to me seems useless as you have to scroll through a bunch of unwanted text to get to the actual meat of the situtation. > >Is there a way to strip or hide that information before RT gets it's hands on it?? > >I saw something mentioned about stripmime but I have no idea how to set it up or make it work. > >Any suggestions would be appreciated. the extra headers never really bother me since I like to see which mailer or OS people are using. Have you tried the "set invisible" or "no rewrite" options in fetchmail? RT might be expecting a real MTA. --clark From cshishid at slip.net Sat Dec 16 14:30:31 2000 From: cshishid at slip.net (Clark Shishido) Date: Sat, 16 Dec 2000 11:30:31 -0800 Subject: [rt-users] [Fwd: rt mailgate issue] In-Reply-To: <3A3AA11E.1A983D24@kesmai.com> References: <3A3AA11E.1A983D24@kesmai.com> Message-ID: >On Fri, Dec 15, 2000 at 05:08:01PM -0500, Anna Durai wrote: > > Hi, > > > > Could u please help me on the following problem. > > > > my fetchmail keep on retrieves all the mails from the server and creates > > requests on RT again and again.. it's not deleting the retrieved mails.. > > after querying the mail server, my error log says: > > > > reading message 1 of 3 (1131 octets) Insecure $ENV{BASH_ENV} while > > running with -T switch at /opt/rt/lib/rt/support/mail.pm line 103. > > fetchmail: MDA exited abnormally or returned nonzero status > > fetchmail: not flushed > > > > my .fetchmailrc contains: > > > > poll mail.domain_name proto pop3: > > username rt password ***** mda "/opt/rt/bin/rt-mailgate rt correspond > > trailing quote in your .fetchmailrc otherwise try forcing fetchmail to delete the mail from the server after reading it using the --nokeep flag. --clark From greg at ussnomad.org Sat Dec 16 17:30:53 2000 From: greg at ussnomad.org (Greg Trotter) Date: Sat, 16 Dec 2000 16:30:53 -0600 Subject: [rt-users] URL within a ticket? In-Reply-To: References: <3A3AA11E.1A983D24@kesmai.com> <3A3AA11E.1A983D24@kesmai.com> Message-ID: <5.0.2.1.0.20001216162746.040a34c0@forbin.ussnomad.org> We're about to deploy RT 1.0.5 for a customer support solution in our organization. Sometimes we'll get in requests via voicemail or fax. I've been able to have a new ticket generated, with the body of the original message including a URL to the message to be listened to or viewed. The URL shows up as just plain text, and we have to copy and paste it into another browser window to get to the file. Is there any way I can have the URL display at a link when viewing the ticket? -- Greg Trotter greg at ussnomad.org From allbery at ece.cmu.edu Sat Dec 16 22:12:37 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Sat, 16 Dec 2000 21:12:37 -0600 Subject: [rt-users] URL within a ticket? In-Reply-To: <5.0.2.1.0.20001216162746.040a34c0@forbin.ussnomad.org> Message-ID: <2043581523.977001157@pyanfar> On Saturday, December 16, 2000 16:30 -0600, Greg Trotter wrote: +----- | The URL shows up as just plain text, and we have to copy and paste it | into another browser window to get to the file. Is there any way I can | have the URL display at a link when viewing the ticket? +--->8 In lib/rt/ui/web/support.pm, replace the print_html sub with: sub print_html{ my ($value) = shift; my %map = ('<' => '<', '>' => '>', '&' => '&'); $value =~ s/([<>\&])/$map{$1}/ge; $value =~ s!(?:^|\b) ((?:https?|ftp|mailto)://[^\s\"\'/]+/[^\s():\"\']+) !$1!gx; print $value; } (I hope RT 1.0.x has that; my source has diverged so far from Jesse's that it's not funny.) -- 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 jesse at fsck.com Sun Dec 17 02:20:18 2000 From: jesse at fsck.com (Jesse) Date: Sun, 17 Dec 2000 02:20:18 -0500 Subject: [rt-users] [rt-announce] RT 1.3.27 is out. Message-ID: <20001217022018.I19895@pallas.fsck.com> It's a lot like 1.3.26, except the web-based admin tools are even more functional _and_ the bugcount has been reduced by several dozen. Most of the fixed bugs were related to the ACL support. this version actually seems to be doing the right thing for the RT development instance... -jesse -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 Pelcgb-serrqbz abj! _______________________________________________ Rt-announce mailing list Rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From anna at kesmai.com Mon Dec 18 14:25:34 2000 From: anna at kesmai.com (Anna Durai) Date: Mon, 18 Dec 2000 14:25:34 -0500 Subject: [Fwd: [rt-users] [Fwd: rt mailgate issue]] Message-ID: <3A3E64AE.233BF7E0@kesmai.com> -------------- next part -------------- An embedded message was scrubbed... From: Anna Durai Subject: Re: [rt-users] [Fwd: rt mailgate issue] Date: Mon, 18 Dec 2000 10:00:03 -0500 Size: 4511 URL: From danmrf at home.com Mon Dec 18 22:35:54 2000 From: danmrf at home.com (root) Date: Mon, 18 Dec 2000 21:35:54 -0600 Subject: [rt-users] Newbie ? Message-ID: <3A3ED79A.DA7D6D1D@home.com> I am trying to get RT up and running but following the instructions in the README file I get the following error. Line 24 of the database.pm is trying to log into MySql and the rest of the errors are caused from this failure. Any help with getting the user / pass setup correctly will be appreciated. MRF [root at Redhat70 bin]# ./rtadmin queue -create que1 Mysql->connect(database=rt;host=localhost) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at /var/rt/lib/rt/database.pm line 24 [connectdb] Database connect failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) Compilation failed in require at /var/rt/lib/rt/database/admin.pm line 8. Compilation failed in require at /var/rt/bin/rtmux.pl line 40. From stephen at mendel.ucsc.edu Mon Dec 18 22:47:51 2000 From: stephen at mendel.ucsc.edu (Stephen Hauskins) Date: Mon, 18 Dec 2000 19:47:51 -0800 (PST) Subject: [rt-users] Newbie ? Message-ID: <200012190347.TAA09687@mendel.ucsc.edu> Sounds like your MySQL server is not running. /var/lib/mysql/mysql.sock is created by MySQL --From rt-users-admin at lists.fsck.com Mon Dec 18 19:41 PST 2000 --Delivered-To: rt-users at pallas.eruditorum.org --X-Accept-Language: en --MIME-Version: 1.0 --To: rt-users at lists.fsck.com --Content-Transfer-Encoding: 7bit --Subject: [rt-users] Newbie ? --X-BeenThere: rt-users at lists.fsck.com --X-Mailman-Version: 2.0beta5 --List-Id: For users of RT: Request Tracker -- --I am trying to get RT up and running but following the instructions in --the README file I get the following error. -- --Line 24 of the database.pm is trying to log into MySql and the rest of --the errors are caused from this failure. -- --Any help with getting the user / pass setup correctly will be --appreciated. -- --MRF -- -- -- --[root at Redhat70 bin]# ./rtadmin queue -create que1 --Mysql->connect(database=rt;host=localhost) failed: Can't connect to --local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at --/var/rt/lib/rt/database.pm line 24 --[connectdb] Database connect failed: Can't connect to local MySQL server --through socket '/var/lib/mysql/mysql.sock' (111) --Compilation failed in require at /var/rt/lib/rt/database/admin.pm line --8. --Compilation failed in require at /var/rt/bin/rtmux.pl line 40. -- -- --_______________________________________________ --rt-users mailing list --rt-users at lists.fsck.com --http://lists.fsck.com/mailman/listinfo/rt-users -- From Christian.Kurz at planNET.de Tue Dec 19 09:43:36 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Tue, 19 Dec 2000 15:43:36 +0100 Subject: [rt-users] Display Queue Link in first paragraph Message-ID: <20001219154336.B4195@janet.planNET.de> Hi, if I open a ticket I get the following selection in the first paragraph "Comment | Reply | Take | Resolve". Which part of the code of webrt do I need to change to also have a "Display Queue" link in this line? Thanks. Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From allbery at ece.cmu.edu Tue Dec 19 10:03:19 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Tue, 19 Dec 2000 10:03:19 -0500 Subject: [rt-users] Display Queue Link in first paragraph In-Reply-To: <20001219154336.B4195@janet.planNET.de> Message-ID: <8790000.977238199@pyanfar> On Tuesday, December 19, 2000 03:43:36 PM +0100, Christian Kurz wrote: +----- | Hi, | | if I open a ticket I get the following selection in the first paragraph | "Comment | Reply | Take | Resolve". Which part of the code of webrt do I | need to change to also have a "Display Queue" link in this line? Thanks. +--->8 sub do_bar in lib/rt/ui/web/manipulate.pm -- 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 feargal at online.thecia.ie Tue Dec 19 10:06:23 2000 From: feargal at online.thecia.ie (Feargal Reilly) Date: Tue, 19 Dec 2000 15:06:23 +0000 Subject: [rt-users] Notification of new ticket Message-ID: <200012191506.eBJF6NT49544@online.thecia.ie> Hi, I'm wondering where the best place to add in a script to be executed upon creation of a new ticket. What I want to execute is lynx -dump http://www.example.com/script.html?op=notify&newticket={{newticketnumber}} i.e., notify another web server what the latest ticket number is. Where's the best place to put this, obviously I want it as soon after creation of a new ticket as possible. I'm WAY too busy to scan through it myself at the moment, any ideas? Thanks, -Feargal. _/_/_/ _/_/_/ _/_/_/ Feargal Reilly, _/ _/ _/ _/ Systems Administrator, _/ _/ _/_/_/_/ The Communications Interactive Agency. _/_/_/ _/_/_/ _/ _/ Phone: +353-86-8157621. If you can read this, you've scrolled too far. From mad at phobia.net Tue Dec 19 10:18:59 2000 From: mad at phobia.net (Mike Dugas) Date: Tue, 19 Dec 2000 10:18:59 -0500 (EST) Subject: [rt-users] Notification of new ticket In-Reply-To: <200012191506.eBJF6NT49544@online.thecia.ie> Message-ID: While we're talking about this - has anyone created something that will e-mail a queue owner, or queue group, that a new ticket has arrived in the queue? Including the ticket info would be super, but just a "Hey, theres a new ticket in the 'general' queue" would be what I'm after ... Is this going to be a feature of 2.0? Thanks! On Tue, 19 Dec 2000, Feargal Reilly wrote: > Hi, > I'm wondering where the best place to add in a script to be executed upon creation of a new ticket. > What I want to execute is > lynx -dump http://www.example.com/script.html?op=notify&newticket={{newticketnumber}} > > i.e., notify another web server what the latest ticket number is. > > Where's the best place to put this, obviously I want it as soon after creation of a new ticket as possible. > > I'm WAY too busy to scan through it myself at the moment, any ideas? > > Thanks, > > -Feargal. > > _/_/_/ _/_/_/ _/_/_/ Feargal Reilly, > _/ _/ _/ _/ Systems Administrator, > _/ _/ _/_/_/_/ The Communications Interactive Agency. > _/_/_/ _/_/_/ _/ _/ Phone: +353-86-8157621. > > > > > > > > > > > > > > > > > > > > > > > If you can read this, you've scrolled too far. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- Mike Dugas mad at phobia.net From allbery at ece.cmu.edu Tue Dec 19 10:24:11 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Tue, 19 Dec 2000 10:24:11 -0500 Subject: [rt-users] Notification of new ticket In-Reply-To: Message-ID: <11270000.977239451@pyanfar> On Tuesday, December 19, 2000 10:18:59 AM -0500, Mike Dugas wrote: +----- | While we're talking about this - has anyone created something that will | e-mail a queue owner, or queue group, that a new ticket has arrived in the | queue? Including the ticket info would be super, but just a "Hey, theres | a new ticket in the 'general' queue" would be what I'm after ... +--->8 I patched ours to send zephyrgrams. The hook is in lib/rt/database/manipulate.pm, sub add_new_request, after the call to add_transaction. | Is this going to be a feature of 2.0? +--->8 2.0 will support "scrips" which allow you to do arbitrary things at arbitrary points in ticket processing, I believe. -- 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 mad at phobia.net Tue Dec 19 10:32:58 2000 From: mad at phobia.net (Mike Dugas) Date: Tue, 19 Dec 2000 10:32:58 -0500 (EST) Subject: [rt-users] Notification of new ticket In-Reply-To: <11270000.977239451@pyanfar> Message-ID: On Tue, 19 Dec 2000, Brandon S. Allbery KF8NH wrote: > +----- > | While we're talking about this - has anyone created something that will > | e-mail a queue owner, or queue group, that a new ticket has arrived in the > | queue? Including the ticket info would be super, but just a "Hey, theres > | a new ticket in the 'general' queue" would be what I'm after ... > +--->8 > > I patched ours to send zephyrgrams. The hook is in > lib/rt/database/manipulate.pm, sub add_new_request, after the call to > add_transaction. Care to share? I'm far from a perl geek. :) Thx. -- Mike Dugas mad at phobia.net From floor.c at vvtp.nl Tue Dec 19 10:42:16 2000 From: floor.c at vvtp.nl (Floor Plikaar) Date: Tue, 19 Dec 2000 16:42:16 +0100 Subject: [rt-users] Display Queue Link in first paragraph In-Reply-To: <20001219162814.E1692@janet.planNET.de>; from Christian.Kurz@plannet.de on Tue, Dec 19, 2000 at 04:28:14PM +0100 References: <20001219154336.B4195@janet.planNET.de> <20001219161915.A13195@vvtp.nl> <20001219162814.E1692@janet.planNET.de> Message-ID: <20001219164216.A14226@vvtp.nl> On Tue, Dec 19, 2000 at 04:28:14PM +0100, Christian Kurz wrote: > On 00-12-19 Floor Plikaar wrote: > > On Tue, Dec 19, 2000 at 03:43:36PM +0100, Christian Kurz wrote: > > > Hi, > > > > > > if I open a ticket I get the following selection in the first paragraph > > > "Comment | Reply | Take | Resolve". Which part of the code of webrt do I > > > need to change to also have a "Display Queue" link in this line? Thanks. > > > > > > I think you can make your web related changes in the > > /opt/rt/lib/rt/ui/web/manipulate.pm But there is a 'Display Queue' > > link on that page alread,. but you could move it to the top. > > Well, I already found this file, but I want to have the link at the top > _and_ at the bottom. Also I don't know in which part of the file I have > to do this change. You could copy the code print "Display Queue"; and add it to the 'sub do_bar' part, just before the print ""; line. succes Floor -- floor.c at vvtp.nl Floor Plikaar Linux is like a wigwam - no windows, no gates and apache inside. From Christian.Kurz at planNET.de Tue Dec 19 11:00:51 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Tue, 19 Dec 2000 17:00:51 +0100 Subject: [rt-users] Display Queue Link in first paragraph In-Reply-To: <8790000.977238199@pyanfar> References: <20001219154336.B4195@janet.planNET.de> <8790000.977238199@pyanfar> Message-ID: <20001219170051.F1692@janet.planNET.de> On 00-12-19 Brandon S. Allbery KF8NH wrote: > On Tuesday, December 19, 2000 03:43:36 PM +0100, Christian Kurz > wrote: > +----- > | Hi, > | > | if I open a ticket I get the following selection in the first paragraph > | "Comment | Reply | Take | Resolve". Which part of the code of webrt do I > | need to change to also have a "Display Queue" link in this line? Thanks. > +--->8 > sub do_bar in lib/rt/ui/web/manipulate.pm And what Code? I just tried to do solve this with " "Display Queue". " | " ." but then the line is not center anymore. :( So what would be the correct code for this? Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From allbery at ece.cmu.edu Tue Dec 19 11:05:26 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Tue, 19 Dec 2000 11:05:26 -0500 Subject: [rt-users] Display Queue Link in first paragraph In-Reply-To: <20001219170051.F1692@janet.planNET.de> Message-ID: <17690000.977241926@pyanfar> On Tuesday, December 19, 2000 05:00:51 PM +0100, Christian Kurz wrote: +----- | On 00-12-19 Brandon S. Allbery KF8NH wrote: | > On Tuesday, December 19, 2000 03:43:36 PM +0100, Christian Kurz | > wrote: | > +----- | > | Hi, | > | | > | if I open a ticket I get the following selection in the first | paragraph > | "Comment | Reply | Take | Resolve". Which part of the code | of webrt do I > | need to change to also have a "Display Queue" link in | this line? Thanks. > +--->8 | | > sub do_bar in lib/rt/ui/web/manipulate.pm | | And what Code? I just tried to do solve this with " "Display Queue". " | " ." but then the line is | not center anymore. :( So what would be the correct code for this? +--->8 Where did you insert your code? It should go between the statement printing "
" and the one printing "
". My code (which probably has little relation to stock RT1.x any more :) is: (modulo line wrapping...) print "Previous" if defined $prev; print " | " if defined $prev && (defined $next || $rt::req[$serial_num]{'status'} ne 'dead'); if ($rt::req[$serial_num]{'status'} ne 'dead') { print &fdro_murl("${cookie}display=SetComment","history","Comment"). " | " . &fdro_murl("${cookie}display=SetReply","history","Reply"); if ($rt::req[$serial_num]{'owner'} eq '') { print " | ". &fdro_murl("${cookie}do_req_give=true&do_req_give_to=$current_user&display= History","summary","Take") ; } if ($rt::users{$current_user}{admin_rt} && $rt::req[$serial_num]{status} ne 'resolved') { print " | " . &fdro_murl("${cookie}display=SetKill", "summary", "Kill"); if ($rt::users{$current_user}{admin_rt} && $rt::req[$serial_num]{status} ne 'resolved') { print " | " . &fdro_murl("${cookie}display=SetKill", "summary", "Kill"); } if ($rt::req[$serial_num]{'status'} ne 'resolved') { print " | ". &fdro_murl("${cookie}do_req_resolve=true&display=History","summary","Resolv e"); } if ($rt::req[$serial_num]{'status'} ne 'open') { print " | " . &fdro_murl("${cookie}do_req_open=true&display=History","summary","Open"); } } print " | " if $rt::req[$serial_num]{status} ne 'dead' && defined $next; print "Next" if defined $next; -- 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 brandon at mycomputer.com Tue Dec 19 11:38:50 2000 From: brandon at mycomputer.com (Brandon Pulsipher) Date: Tue, 19 Dec 2000 09:38:50 -0700 Subject: [rt-users] Notification of new ticket Message-ID: <225BC178B638C945A0998F5CC4658D1CDD03DA@exchange.corp.mycomputer.com> I would like this as well. I'm not looking for every transaction to email the queue owner or queue group, but at least an email that said there is a new ticket, and the details should be easy enough to include in there. If it's not already done, I could do it, but I'd rather now repeat work. -Brandon > -----Original Message----- > From: Mike Dugas [mailto:mad at phobia.net] > Sent: Tuesday, December 19, 2000 8:19 AM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] Notification of new ticket > > > While we're talking about this - has anyone created something > that will > e-mail a queue owner, or queue group, that a new ticket has > arrived in the > queue? Including the ticket info would be super, but just a > "Hey, theres > a new ticket in the 'general' queue" would be what I'm after ... > > Is this going to be a feature of 2.0? > > Thanks! > > On Tue, 19 Dec 2000, Feargal Reilly wrote: > > > Hi, > > I'm wondering where the best place to add in a script to be > executed upon creation of a new ticket. > > What I want to execute is > > lynx -dump > http://www.example.com/script.html?op=notify&newticket={{newti > cketnumber}} > > > > i.e., notify another web server what the latest ticket number is. > > > > Where's the best place to put this, obviously I want it as > soon after creation of a new ticket as possible. > > > > I'm WAY too busy to scan through it myself at the moment, any ideas? > > > > Thanks, > > > > -Feargal. > > > > _/_/_/ _/_/_/ _/_/_/ Feargal Reilly, > > _/ _/ _/ _/ Systems Administrator, > > _/ _/ _/_/_/_/ The Communications Interactive Agency. > > _/_/_/ _/_/_/ _/ _/ Phone: +353-86-8157621. > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > If you can read this, you've scrolled too far. > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > Mike Dugas > mad at phobia.net > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From jesse at fsck.com Tue Dec 19 11:41:12 2000 From: jesse at fsck.com (Jesse) Date: Tue, 19 Dec 2000 11:41:12 -0500 Subject: [rt-users] Notification of new ticket In-Reply-To: <11270000.977239451@pyanfar>; from allbery@ece.cmu.edu on Tue, Dec 19, 2000 at 10:24:11AM -0500 References: <11270000.977239451@pyanfar> Message-ID: <20001219114112.X12512@pallas.fsck.com> On Tue, Dec 19, 2000 at 10:24:11AM -0500, Brandon S. Allbery KF8NH wrote: > > 2.0 will support "scrips" which allow you to do arbitrary things at > arbitrary points in ticket processing, I believe. Close. for 2.0, the only defined point at which scrips can run is "just after the transaction has been committed to the database" For a future version, we'll add more hools... > -- > 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 > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 They'll take my private key when they pry it from my cold dead fingers! From Louis.Turbeville at SUMMITSITE.COM Tue Dec 19 17:56:43 2000 From: Louis.Turbeville at SUMMITSITE.COM (Turbeville, Louis) Date: Tue, 19 Dec 2000 14:56:43 -0800 Subject: [rt-users] Area blanks out when changing Queues Message-ID: When we move an item from one Queue to another the area field gets blanked out. Is this the way it should be? We have the areas Bug and Enhancement set up in several different queues and when we move an item from one queue to another with the same areas, the area is blanked out. If we are moving items betwen queues that don't have the same areas I can see why you'd want to blank the field. We are using version 1.0.3. Thanks for any help! From jamiec at ewinexchange.com.au Tue Dec 19 23:52:06 2000 From: jamiec at ewinexchange.com.au (Jamie Crookes) Date: Wed, 20 Dec 2000 15:22:06 +1030 Subject: [rt-users] Problems when trying to create a group Message-ID: Hi, Everything has installed ok. I am using redhat linux 6.2 and all the latest recommended components by the installer, however. When I try to create a new group I get the following error message. "Can't locate Mysql in @INC" and then lists all my paths which I have checked. I have also looked through the Perl archive and can not find this file also. Please help. Jamie Crookes E-Mail: jamiec at ewinexchange.com.au Web: http://www.ewinexchange.com.au From jesse at fsck.com Wed Dec 20 00:18:20 2000 From: jesse at fsck.com (Jesse) Date: Wed, 20 Dec 2000 00:18:20 -0500 Subject: [rt-users] Problems when trying to create a group In-Reply-To: ; from jamiec@ewinexchange.com.au on Wed, Dec 20, 2000 at 03:22:06PM +1030 References: Message-ID: <20001220001820.U12512@pallas.fsck.com> You'll need to make sure that mysql is installed and that Msql-Mysql Modules is installed with "MysqlPerl Compatibility" turned on. see the faq on the website. On Wed, Dec 20, 2000 at 03:22:06PM +1030, Jamie Crookes wrote: > Hi, > > Everything has installed ok. I am using redhat linux 6.2 and all the latest > recommended components by the installer, however. > > When I try to create a new group I get the following error message. > > "Can't locate Mysql in @INC" and then lists all my paths which I have > checked. > > I have also looked through the Perl archive and can not find this file also. > > Please help. > > > Jamie Crookes > E-Mail: jamiec at ewinexchange.com.au > Web: http://www.ewinexchange.com.au > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 A REAL sysadmin challenge is "resurrect five dead mailserver while so ripped to the gills on mdma that you can't focus on any given line of text for more than 10 seconds continuously." -Nathan Mehl From m.hottinger at zi.unizh.ch Wed Dec 20 02:32:42 2000 From: m.hottinger at zi.unizh.ch (Michael Hottinger) Date: Wed, 20 Dec 2000 08:32:42 +0100 Subject: [rt-users] Notification of new ticket Message-ID: <5.0.0.25.2.20001220083237.00a52ae0@teolinux.unizh.ch> Hi all... >I would like this as well. I'm not looking for every transaction to email >the queue owner or queue group, but at least an email that said there is a >new ticket, and the details should be easy enough to include in there. If >it's not already done, I could do it, but I'd rather now repeat work. I found something about this problem in the archive of this list and implemented something for our Installation at the University of Zurich. My code will send an email (template = create_noowner) to a sendmail alias called "primQUEUENAME", if the ticket has no owner, which none of the new tickets will have, unless it's created by a supporter in the web or commandline interface. So I can set for each queue which supporters will get a notification of a new ticket. We are about thirty supporters, but most of them are specialists and are only working on tickets given to them by our primary support staff. But still most of the tickets are in the same queue and every supporter may follow the transaction history and add some useful comments... First I made a change in lib/rt/database/manipulate.pm. You will find the first four lines in the code and will have to include the following lines. if( $in_owner ) { &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email}, "","", "$serial_num" ,"$transaction_num", "$in_subject", "$in_current_user",''); } else { &rt::template_mail('create_noowner',$in_queue_id, "prim" . "$in_queue_id","","", "$serial_num", "$transaction_num", "$in_subject", "$in_current_user",''); } Second I made a template called create_noowner in lib/generic_templates like this (for us in german...): ----------------------------cut-here---------------------- %trans:text_time%: There is a new request. Transaction: %trans:text% Queue: %req:queue_id% Area: %req:area% Subject: %req:subject% Owner: %req:owner% Requestors: %req:requestors% Status: %req:status% There is a new ticket %serial_num% Please take it, give it to somebody or hope that anybody else will do it... URL: http://link.to.rtinstallation/rt/webrt.cgi ------------------------------------------------------------------------- %trans:content% ----------------------------cut-here---------------------- Third I made a sendmail alias called "prim"+QueueName for each queue like this primpcsupport: bill, ... primmacsupport: steve, ... ... That's it... Greetings from Zurich, Switzerland Michael PS: Our queues are configured to Owner: Send email notification of each transaction Requestor: Send an autoreply on request creation ------------------------------------------------------------------------- Michael Hottinger m.hottinger at zi.unizh.ch Universitaet Zuerich Phone: +41 1 63 54515 Zentrum Informatikdienste Fax: +41 1 63 54505 Winterthurerstr.190, CH-8057 Zuerich http://www.zi.unizh.ch/services/pc-mac-support/crew/hottinger/ From Christian.Kurz at planNET.de Wed Dec 20 05:00:33 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Wed, 20 Dec 2000 11:00:33 +0100 Subject: [rt-users] Display Queue Link in first paragraph In-Reply-To: <17690000.977241926@pyanfar> References: <20001219170051.F1692@janet.planNET.de> <17690000.977241926@pyanfar> Message-ID: <20001220110033.K1692@janet.planNET.de> On 00-12-19 Brandon S. Allbery KF8NH wrote: > On Tuesday, December 19, 2000 05:00:51 PM +0100, Christian Kurz > wrote: > +----- > | On 00-12-19 Brandon S. Allbery KF8NH wrote: > | > On Tuesday, December 19, 2000 03:43:36 PM +0100, Christian Kurz > | > wrote: > | > +----- > | > | Hi, > | > | > | > | if I open a ticket I get the following selection in the first > | paragraph > | "Comment | Reply | Take | Resolve". Which part of the code > | of webrt do I > | need to change to also have a "Display Queue" link in > | this line? Thanks. > +--->8 > | > | > sub do_bar in lib/rt/ui/web/manipulate.pm > | > | And what Code? I just tried to do solve this with " " | HREF=\"$ScriptURL\">Display Queue". " | " ." but then the line is > | not center anymore. :( So what would be the correct code for this? > +--->8 > Where did you insert your code? It should go between the statement > printing "
" and the one printing "
". I had the following code in do_bar" |sub do_bar { | my $serial_num = shift; | my $temp; | print " |
". |&fdro_murl("display=SetComment","history","Comment",0). " | " . |&fdro_murl("display=SetReply","history","Reply",0); And now I changed it to the following: |sub do_bar { | my $serial_num = shift; | my $temp; | print " |
". | print " | Display Queue ". " | " . |&fdro_murl("display=SetComment","history","Comment",0). " | " . |&fdro_murl("display=SetReply","history","Reply",0); And now the whole bar containing "Display Queue | Comment | Reply " is moved to the left instead of being centered and in the center I have the following strings "1 | Take | Resolve". So, what is wrong my modification? Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From jens at nha.co.za Wed Dec 20 05:09:45 2000 From: jens at nha.co.za (=?iso-8859-1?Q?Jens_von_B=FClow?=) Date: Wed, 20 Dec 2000 12:09:45 +0200 Subject: [rt-users] template_mail('resolve', ... Message-ID: Greetings, Has anybody modified RT to send out a notification to the requestor when the ticket is resolved? Would you mind sharing your modification? Or where would be the best place to make the modification? I look forward to your response. Regards Jens -------------- next part -------------- An HTML attachment was scrubbed... URL: From tsp at peterlink.ru Wed Dec 20 05:29:40 2000 From: tsp at peterlink.ru (Serge Torop) Date: Wed, 20 Dec 2000 13:29:40 +0300 (MSK) Subject: [rt-users] WEB_AUTH_MECHANISM in RT 1.0.6 Message-ID: Hello, I need using external (through .htaccess & .htpasswd ) web_auth_mechanism. It works in version 1.0.6 ? Like there were any problems with it and it is necessary to use only cookies. -- Serge P. Torop St.Petersburg, Russia From Christian.Kurz at planNET.de Wed Dec 20 08:39:10 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Wed, 20 Dec 2000 14:39:10 +0100 Subject: [rt-users] Re: [rt-devel] template_mail('resolve', ... In-Reply-To: References: Message-ID: <20001220143910.O1692@janet.planNET.de> On 00-12-20 Jens von B?low wrote: > Has anybody modified RT to send out a notification to the requestor when the > ticket is resolved? Would you mind sharing your modification? Or where would > be the best place to make the modification? Based on the modification that Michael Hottinger made for sending out a mail if a new ticket is opened I modified now our rt to also send out a mail if a ticket is closed. The problem which I had was that I don't have access to the queue_id when I resolve the ticket. If anyone has a patch to also have the queue_id available in the sub resolve in database/manipulate.pm, I would be very thankful if he would send it to me. First I modified the sub resolve in database/manipulate.pm. After the line: |$transaction_num=&update_request($in_serial_num,'status', 'resolved',$in_current_user); I inserted the following statement to generate the mail: | &rt::template_mail('resolved',"queue", | "resolved" . "$in_queue_id","","", | "$in_serial_num", "$transaction_num", | "$in_subject", "$in_current_user",''); I use queue here as this is a sample for one of the queue names. I would have preferred if I could use $in_queue in this field, but it would not work as it was empty. So if anyone has a patch to support $in_queue_id instead of a hard-coded queue_name this would be good. Now I create a template called resolved in the dir with the templates with the following content: |%trans:text_time%: A ticket has been resolved. | | Transaction: %trans:text% | | Queue: %req:queue_id% | Area: %req:area% | Subject: %req:subject% | Owner: %req:owner% | Requestors: %req:requestors% | Status: %req:status% | |The Ticket %serial_num% has been resolved by %actor%. |URL: http://link.to.your.rt_installation/ |------------------------------------------------------------------------- |%trans:content% After this I added a alias resolved to our MTA configuration which contain all the people that should get this mail. This setup is now working here and patches to improve it are appreciate since, I'm not very familar with perl. Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From m.hottinger at zi.unizh.ch Wed Dec 20 02:16:32 2000 From: m.hottinger at zi.unizh.ch (Michael Hottinger) Date: Wed, 20 Dec 2000 08:16:32 +0100 Subject: [rt-users] Notification of new ticket In-Reply-To: <225BC178B638C945A0998F5CC4658D1CDD03DA@exchange.corp.mycom puter.com> Message-ID: <5.0.0.25.2.20001220074655.00a62870@teolinux.unizh.ch> Hi all... >I would like this as well. I'm not looking for every transaction to email >the queue owner or queue group, but at least an email that said there is a >new ticket, and the details should be easy enough to include in there. If >it's not already done, I could do it, but I'd rather now repeat work. I found something about this problem in the archive of this list and implemented something for our Installation at the University of Zurich. My code will send an email (template = create_noowner) to a sendmail alias called "primQUEUENAME", if the ticket has no owner, which none of the new tickets will have, unless it's created by a supporter in the web or commandline interface. So I can set for each queue which supporters will get a notification of a new ticket. We are about thirty supporters, but most of them are specialists and are only working on tickets given to them by our primary support staff. But still most of the tickets are in the same queue and every supporter may follow the transaction history and add some useful comments... First I made a change in lib/rt/database/manipulate.pm. You will find the first four lines in the code and will have to include the following lines. if( $in_owner ) { &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email}, "","", "$serial_num" ,"$transaction_num", "$in_subject", "$in_current_user",''); } else { &rt::template_mail('create_noowner',$in_queue_id, "prim" . "$in_queue_id","","", "$serial_num", "$transaction_num", "$in_subject", "$in_current_user",''); } Second I made a template called create_noowner in lib/generic_templates like this (for us in german...): ----------------------------cut-here---------------------- %trans:text_time%: There is a new request. Transaction: %trans:text% Queue: %req:queue_id% Area: %req:area% Subject: %req:subject% Owner: %req:owner% Requestors: %req:requestors% Status: %req:status% There is a new ticket %serial_num% Please take it, give it to somebody or hope that anybody else will do it... URL: http://link.to.rtinstallation/rt/webrt.cgi ------------------------------------------------------------------------- %trans:content% ----------------------------cut-here---------------------- Third I made a sendmail alias called "prim"+QueueName for each queue like this primpcsupport: bill, ... primmacsupport: steve, ... ... That's it... Greetings from Zurich, Switzerland Michael PS: Our queues are configured to Owner: Send email notification of each transaction Requestor: Send an autoreply on request creation ------------------------------------------------------------------------- Michael Hottinger m.hottinger at zi.unizh.ch Universitaet Zuerich Phone: +41 1 63 54515 Zentrum Informatikdienste Fax: +41 1 63 54505 Winterthurerstr.190, CH-8057 Zuerich http://www.zi.unizh.ch/services/pc-mac-support/crew/hottinger/ From Christian.Kurz at planNET.de Wed Dec 20 08:46:00 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Wed, 20 Dec 2000 14:46:00 +0100 Subject: [rt-users] Re: [rt-devel] template_mail('resolve', ... In-Reply-To: <20001220143910.O1692@janet.planNET.de> References: <20001220143910.O1692@janet.planNET.de> Message-ID: <20001220144600.P1692@janet.planNET.de> On 00-12-20 Christian Kurz wrote: > On 00-12-20 Jens von B?low wrote: [...] > Now I create a template called resolved in the dir with the templates > with the following content: > |%trans:text_time%: A ticket has been resolved. > | > | Transaction: %trans:text% > | > | Queue: %req:queue_id% > | Area: %req:area% > | Subject: %req:subject% > | Owner: %req:owner% > | Requestors: %req:requestors% > | Status: %req:status% > | > |The Ticket %serial_num% has been resolved by %actor%. > |URL: http://link.to.your.rt_installation/ > |------------------------------------------------------------------------- > |%trans:content% > After this I added a alias resolved to our MTA configuration which > contain all the people that should get this mail. This setup is now > working here and patches to improve it are appreciate since, I'm not > very familar with perl. Small note: Better remove %trans:text_time% also from the template, since it will also not be filled out by rt. :( Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From Christian.Kurz at planNET.de Wed Dec 20 08:47:05 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Wed, 20 Dec 2000 14:47:05 +0100 Subject: [rt-users] Change of Mail-Adress of rt? Message-ID: <20001220144705.Q1692@janet.planNET.de> Hi, currently we have the debian package of rt installed which will send mail happily as www-data. Can this mail-address be changed in the configuration or only be modifying the code of rt? If the latter is true, which part of the code does generate this mail-address? Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From allbery at ece.cmu.edu Wed Dec 20 09:37:38 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Wed, 20 Dec 2000 09:37:38 -0500 Subject: [rt-users] Display Queue Link in first paragraph In-Reply-To: <20001220110033.K1692@janet.planNET.de> Message-ID: <5800000.977323058@pyanfar> On Wednesday, December 20, 2000 11:00:33 AM +0100, Christian Kurz wrote: +----- | And now the whole bar containing "Display Queue | Comment | Reply " is | moved to the left instead of being centered and in the center I have the | following strings "1 | Take | Resolve". So, what is wrong my | modification? +--->8 What do the next few lines of the script look like? -- 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 Christian.Kurz at planNET.de Wed Dec 20 09:41:52 2000 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Wed, 20 Dec 2000 15:41:52 +0100 Subject: [rt-users] Display Queue Link in first paragraph In-Reply-To: <5800000.977323058@pyanfar> References: <20001220110033.K1692@janet.planNET.de> <5800000.977323058@pyanfar> Message-ID: <20001220154152.R1692@janet.planNET.de> On 00-12-20 Brandon S. Allbery KF8NH wrote: > On Wednesday, December 20, 2000 11:00:33 AM +0100, Christian Kurz > wrote: > +----- > | And now the whole bar containing "Display Queue | Comment | Reply " is > | moved to the left instead of being centered and in the center I have the > | following strings "1 | Take | Resolve". So, what is wrong my > | modification? > +--->8 > What do the next few lines of the script look like? |sub do_bar { | my $serial_num = shift; | my $temp; | print " |
". | print " | Display Queue ". " | " . |&fdro_murl("display=SetComment","history","Comment",0). " | " . |&fdro_murl("display=SetReply","history","Reply",0); |&fdro_murl("display=SetComment","history","Comment",0). " | " . |&fdro_murl("display=SetReply","history","Reply",0); | if ($rt::req[$serial_num]{'owner'} eq '') { | print " | ". |&fdro_murl("do_req_give=true&do_req_give_to=$current_user","summary","Take",0) ; | } | if ($rt::req[$serial_num]{'status'} ne 'resolved') { | print " | ". |&fdro_murl("do_req_resolve=true","summary","Resolve",0); | } | if ($rt::req[$serial_num]{'status'} ne 'open') { | print " | " . |&fdro_murl("do_req_open=true","summary","Open",0); | } | print "
"; | } That's the whole sub that I modified with the second print statement above. Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From allbery at ece.cmu.edu Wed Dec 20 09:52:55 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Wed, 20 Dec 2000 09:52:55 -0500 Subject: [rt-users] Display Queue Link in first paragraph In-Reply-To: <20001220154152.R1692@janet.planNET.de> Message-ID: <8780000.977323975@pyanfar> On Wednesday, December 20, 2000 03:41:52 PM +0100, Christian Kurz wrote: +----- | |
". | | print " +--->8 Oops. This executes the second print, and then feeds its return value (0) to the first print. | | Display Queue ". " | " . | |&fdro_murl("display=SetComment","history","Comment",0). " | " . | |&fdro_murl("display=SetReply","history","Reply",0); | | |&fdro_murl("display=SetComment","history","Comment",0). " | " . | |&fdro_murl("display=SetReply","history","Reply",0); +--->8 And this looks like it's the result of a cut-and-paste gone awry. -- 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 jesse at fsck.com Wed Dec 20 10:27:44 2000 From: jesse at fsck.com (Jesse) Date: Wed, 20 Dec 2000 10:27:44 -0500 Subject: [rt-users] WEB_AUTH_MECHANISM in RT 1.0.6 In-Reply-To: ; from tsp@peterlink.ru on Wed, Dec 20, 2000 at 01:29:40PM +0300 References: Message-ID: <20001220102744.X12512@pallas.fsck.com> To the best of my knowledge, external auth works just fine as of 1.0.6. Jesse On Wed, Dec 20, 2000 at 01:29:40PM +0300, Serge Torop wrote: > > Hello, > > I need using external (through .htaccess & .htpasswd ) > web_auth_mechanism. > > It works in version 1.0.6 ? > Like there were any problems with it and it is necessary > to use only cookies. > > -- > Serge P. Torop > St.Petersburg, Russia > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 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 brandon at mycomputer.com Wed Dec 20 15:51:21 2000 From: brandon at mycomputer.com (Brandon Pulsipher) Date: Wed, 20 Dec 2000 13:51:21 -0700 Subject: [rt-users] Notification of new ticket Message-ID: <225BC178B638C945A0998F5CC4658D1CDD0428@exchange.corp.mycomputer.com> Thanks Michael. I did this and I am now getting an email, but it comes in blank. This is the code I added to lib/database/maniuplate.pm: if( $in_owner ) { &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email}, "","", "$serial_num" ,"$transaction_num", "$in_subject", "$in_current_user",''); } ### - Added BVP 12/20/00 else { &rt::template_mail('newticket',$in_queue_id, 'brandon at xmission.com',"","", "$serial_num", "$transaction_num", "NewTicket: $in_subject", "$in_current_user",''); } ### - End of Added Code and this is the content of the newticket file (placed in /etc/templates/queues/[each queue]/newticket and in lib/generic_templates/newticket): [root at is office]# more newticket %rtname% Request #%serial_num% was created by %actor%. Please take it, give it to somebody or hope that anybody else will do it... Here are the details: Last Change: %trans:text% Queue: %req:queue_id% Area: %req:area% Subject: %req:subject% Owner: %req:owner% Requestors: %req:requestors% Status: %req:status% URL: http://tickets.superstats.com/rt/webrt.cgi?serial_num=%serial_num%&display=H istory ------------------------------------------------------------------------- %trans:content% %content% Any ideas why the emails show up blank (just the - Managed by Request Tracker line)? -Brandon > -----Original Message----- > From: Michael Hottinger [mailto:m.hottinger at zi.unizh.ch] > Sent: Wednesday, December 20, 2000 12:17 AM > To: rt-users at lists.fsck.com > Subject: RE: [rt-users] Notification of new ticket > > > Hi all... > > >I would like this as well. I'm not looking for every > transaction to email > >the queue owner or queue group, but at least an email that > said there is a > >new ticket, and the details should be easy enough to include > in there. If > >it's not already done, I could do it, but I'd rather now repeat work. > > I found something about this problem in the archive of this list and > implemented something for our Installation at the University > of Zurich. > My code will send an email (template = create_noowner) to a sendmail > alias called "primQUEUENAME", if the ticket has no owner, > which none of > the new tickets will have, unless it's created by a supporter in the > web or commandline interface. > > So I can set for each queue which supporters will get a notification > of a new ticket. We are about thirty supporters, but most of them > are specialists and are only working on tickets given to them by > our primary support staff. But still most of the tickets are in the > same queue and every supporter may follow the transaction history > and add some useful comments... > > First I made a change in lib/rt/database/manipulate.pm. You > will find the > first four lines in the code and will have to include the > following lines. > > if( $in_owner ) { > > &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email}, > "","", "$serial_num" ,"$transaction_num", > "$in_subject", "$in_current_user",''); > > } else { > &rt::template_mail('create_noowner',$in_queue_id, > "prim" . "$in_queue_id","","", > "$serial_num", "$transaction_num", > "$in_subject", "$in_current_user",''); > } > > Second I made a template called create_noowner in > lib/generic_templates > like this (for us in german...): > > ----------------------------cut-here---------------------- > %trans:text_time%: There is a new request. > > Transaction: %trans:text% > > Queue: %req:queue_id% > Area: %req:area% > Subject: %req:subject% > Owner: %req:owner% > Requestors: %req:requestors% > Status: %req:status% > > There is a new ticket %serial_num% Please take it, give it to > somebody or hope that anybody else will do it... > > URL: http://link.to.rtinstallation/rt/webrt.cgi > > -------------------------------------------------------------- > ----------- > %trans:content% > ----------------------------cut-here---------------------- > > Third I made a sendmail alias called "prim"+QueueName for > each queue like > this > > primpcsupport: bill, ... > primmacsupport: steve, ... > ... > > That's it... > > Greetings from Zurich, Switzerland > > Michael > > > PS: Our queues are configured to > Owner: Send email notification of each transaction > Requestor: Send an autoreply on request creation > > > > > > > -------------------------------------------------------------- > ----------- > Michael Hottinger > m.hottinger at zi.unizh.ch > Universitaet Zuerich Phone: > +41 1 63 54515 > Zentrum Informatikdienste Fax: > +41 1 63 54505 > Winterthurerstr.190, CH-8057 Zuerich > http://www.zi.unizh.ch/services/pc-mac-support/crew/hottinger/ > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From mad at phobia.net Wed Dec 20 16:33:08 2000 From: mad at phobia.net (Mike Dugas) Date: Wed, 20 Dec 2000 16:33:08 -0500 (EST) Subject: [rt-users] Notification of new ticket In-Reply-To: <225BC178B638C945A0998F5CC4658D1CDD0428@exchange.corp.mycomputer.com> Message-ID: I think what he neglected to mention was that you then need to copy that template into your ~rt/etc/templates/queues/queuename directory... ;-) I found that out the hard way, but its working great now. On Wed, 20 Dec 2000, Brandon Pulsipher wrote: > Thanks Michael. I did this and I am now getting an email, but it comes in > blank. This is the code I added to lib/database/maniuplate.pm: > > if( $in_owner ) { > &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email}, > "","", "$serial_num" ,"$transaction_num", > "$in_subject", "$in_current_user",''); > > } > ### - Added BVP 12/20/00 > else { > &rt::template_mail('newticket',$in_queue_id, > 'brandon at xmission.com',"","", > "$serial_num", "$transaction_num", > "NewTicket: $in_subject", "$in_current_user",''); > } > ### - End of Added Code > > and this is the content of the newticket file (placed in > /etc/templates/queues/[each queue]/newticket and > in lib/generic_templates/newticket): > > [root at is office]# more newticket > %rtname% Request #%serial_num% was created by %actor%. Please take it, give > it to > somebody or hope that anybody else will do it... > > Here are the details: > > Last Change: %trans:text% > > Queue: %req:queue_id% > Area: %req:area% > Subject: %req:subject% > Owner: %req:owner% > Requestors: %req:requestors% > Status: %req:status% > URL: > http://tickets.superstats.com/rt/webrt.cgi?serial_num=%serial_num%&display=H > istory > > ------------------------------------------------------------------------- > %trans:content% > %content% > > > Any ideas why the emails show up blank (just the - Managed by Request > Tracker line)? > > -Brandon > > > > -----Original Message----- > > From: Michael Hottinger [mailto:m.hottinger at zi.unizh.ch] > > Sent: Wednesday, December 20, 2000 12:17 AM > > To: rt-users at lists.fsck.com > > Subject: RE: [rt-users] Notification of new ticket > > > > > > Hi all... > > > > >I would like this as well. I'm not looking for every > > transaction to email > > >the queue owner or queue group, but at least an email that > > said there is a > > >new ticket, and the details should be easy enough to include > > in there. If > > >it's not already done, I could do it, but I'd rather now repeat work. > > > > I found something about this problem in the archive of this list and > > implemented something for our Installation at the University > > of Zurich. > > My code will send an email (template = create_noowner) to a sendmail > > alias called "primQUEUENAME", if the ticket has no owner, > > which none of > > the new tickets will have, unless it's created by a supporter in the > > web or commandline interface. > > > > So I can set for each queue which supporters will get a notification > > of a new ticket. We are about thirty supporters, but most of them > > are specialists and are only working on tickets given to them by > > our primary support staff. But still most of the tickets are in the > > same queue and every supporter may follow the transaction history > > and add some useful comments... > > > > First I made a change in lib/rt/database/manipulate.pm. You > > will find the > > first four lines in the code and will have to include the > > following lines. > > > > if( $in_owner ) { > > > > &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email}, > > "","", "$serial_num" ,"$transaction_num", > > "$in_subject", "$in_current_user",''); > > > > } else { > > &rt::template_mail('create_noowner',$in_queue_id, > > "prim" . "$in_queue_id","","", > > "$serial_num", "$transaction_num", > > "$in_subject", "$in_current_user",''); > > } > > > > Second I made a template called create_noowner in > > lib/generic_templates > > like this (for us in german...): > > > > ----------------------------cut-here---------------------- > > %trans:text_time%: There is a new request. > > > > Transaction: %trans:text% > > > > Queue: %req:queue_id% > > Area: %req:area% > > Subject: %req:subject% > > Owner: %req:owner% > > Requestors: %req:requestors% > > Status: %req:status% > > > > There is a new ticket %serial_num% Please take it, give it to > > somebody or hope that anybody else will do it... > > > > URL: http://link.to.rtinstallation/rt/webrt.cgi > > > > -------------------------------------------------------------- > > ----------- > > %trans:content% > > ----------------------------cut-here---------------------- > > > > Third I made a sendmail alias called "prim"+QueueName for > > each queue like > > this > > > > primpcsupport: bill, ... > > primmacsupport: steve, ... > > ... > > > > That's it... > > > > Greetings from Zurich, Switzerland > > > > Michael > > > > > > PS: Our queues are configured to > > Owner: Send email notification of each transaction > > Requestor: Send an autoreply on request creation > > > > > > > > > > > > > > -------------------------------------------------------------- > > ----------- > > Michael Hottinger > > m.hottinger at zi.unizh.ch > > Universitaet Zuerich Phone: > > +41 1 63 54515 > > Zentrum Informatikdienste Fax: > > +41 1 63 54505 > > Winterthurerstr.190, CH-8057 Zuerich > > http://www.zi.unizh.ch/services/pc-mac-support/crew/hottinger/ > > > > > > _______________________________________________ > > 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 > -- Mike Dugas mad at phobia.net From mad at phobia.net Wed Dec 20 17:05:48 2000 From: mad at phobia.net (Mike Dugas) Date: Wed, 20 Dec 2000 17:05:48 -0500 (EST) Subject: [rt-users] Notification of new ticket In-Reply-To: Message-ID: Sorry, nix that, I neglected to read your post fully. :0 On Wed, 20 Dec 2000, Mike Dugas wrote: > > I think what he neglected to mention was that you then need to copy that > template into your ~rt/etc/templates/queues/queuename directory... > > ;-) I found that out the hard way, but its working great now. > > On Wed, 20 Dec 2000, Brandon Pulsipher wrote: > > > Thanks Michael. I did this and I am now getting an email, but it comes in > > blank. This is the code I added to lib/database/maniuplate.pm: > > > > if( $in_owner ) { > > &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email}, > > "","", "$serial_num" ,"$transaction_num", > > "$in_subject", "$in_current_user",''); > > > > } > > ### - Added BVP 12/20/00 > > else { > > &rt::template_mail('newticket',$in_queue_id, > > 'brandon at xmission.com',"","", > > "$serial_num", "$transaction_num", > > "NewTicket: $in_subject", "$in_current_user",''); > > } > > ### - End of Added Code > > > > and this is the content of the newticket file (placed in > > /etc/templates/queues/[each queue]/newticket and > > in lib/generic_templates/newticket): > > > > [root at is office]# more newticket > > %rtname% Request #%serial_num% was created by %actor%. Please take it, give > > it to > > somebody or hope that anybody else will do it... > > > > Here are the details: > > > > Last Change: %trans:text% > > > > Queue: %req:queue_id% > > Area: %req:area% > > Subject: %req:subject% > > Owner: %req:owner% > > Requestors: %req:requestors% > > Status: %req:status% > > URL: > > http://tickets.superstats.com/rt/webrt.cgi?serial_num=%serial_num%&display=H > > istory > > > > ------------------------------------------------------------------------- > > %trans:content% > > %content% > > > > > > Any ideas why the emails show up blank (just the - Managed by Request > > Tracker line)? > > > > -Brandon > > > > > > > -----Original Message----- > > > From: Michael Hottinger [mailto:m.hottinger at zi.unizh.ch] > > > Sent: Wednesday, December 20, 2000 12:17 AM > > > To: rt-users at lists.fsck.com > > > Subject: RE: [rt-users] Notification of new ticket > > > > > > > > > Hi all... > > > > > > >I would like this as well. I'm not looking for every > > > transaction to email > > > >the queue owner or queue group, but at least an email that > > > said there is a > > > >new ticket, and the details should be easy enough to include > > > in there. If > > > >it's not already done, I could do it, but I'd rather now repeat work. > > > > > > I found something about this problem in the archive of this list and > > > implemented something for our Installation at the University > > > of Zurich. > > > My code will send an email (template = create_noowner) to a sendmail > > > alias called "primQUEUENAME", if the ticket has no owner, > > > which none of > > > the new tickets will have, unless it's created by a supporter in the > > > web or commandline interface. > > > > > > So I can set for each queue which supporters will get a notification > > > of a new ticket. We are about thirty supporters, but most of them > > > are specialists and are only working on tickets given to them by > > > our primary support staff. But still most of the tickets are in the > > > same queue and every supporter may follow the transaction history > > > and add some useful comments... > > > > > > First I made a change in lib/rt/database/manipulate.pm. You > > > will find the > > > first four lines in the code and will have to include the > > > following lines. > > > > > > if( $in_owner ) { > > > > > > &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email}, > > > "","", "$serial_num" ,"$transaction_num", > > > "$in_subject", "$in_current_user",''); > > > > > > } else { > > > &rt::template_mail('create_noowner',$in_queue_id, > > > "prim" . "$in_queue_id","","", > > > "$serial_num", "$transaction_num", > > > "$in_subject", "$in_current_user",''); > > > } > > > > > > Second I made a template called create_noowner in > > > lib/generic_templates > > > like this (for us in german...): > > > > > > ----------------------------cut-here---------------------- > > > %trans:text_time%: There is a new request. > > > > > > Transaction: %trans:text% > > > > > > Queue: %req:queue_id% > > > Area: %req:area% > > > Subject: %req:subject% > > > Owner: %req:owner% > > > Requestors: %req:requestors% > > > Status: %req:status% > > > > > > There is a new ticket %serial_num% Please take it, give it to > > > somebody or hope that anybody else will do it... > > > > > > URL: http://link.to.rtinstallation/rt/webrt.cgi > > > > > > -------------------------------------------------------------- > > > ----------- > > > %trans:content% > > > ----------------------------cut-here---------------------- > > > > > > Third I made a sendmail alias called "prim"+QueueName for > > > each queue like > > > this > > > > > > primpcsupport: bill, ... > > > primmacsupport: steve, ... > > > ... > > > > > > That's it... > > > > > > Greetings from Zurich, Switzerland > > > > > > Michael > > > > > > > > > PS: Our queues are configured to > > > Owner: Send email notification of each transaction > > > Requestor: Send an autoreply on request creation > > > > > > > > > > > > > > > > > > > > > -------------------------------------------------------------- > > > ----------- > > > Michael Hottinger > > > m.hottinger at zi.unizh.ch > > > Universitaet Zuerich Phone: > > > +41 1 63 54515 > > > Zentrum Informatikdienste Fax: > > > +41 1 63 54505 > > > Winterthurerstr.190, CH-8057 Zuerich > > > http://www.zi.unizh.ch/services/pc-mac-support/crew/hottinger/ > > > > > > > > > _______________________________________________ > > > 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 > > > > -- > Mike Dugas mad at phobia.net > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- Mike Dugas mad at phobia.net From brandon at mycomputer.com Wed Dec 20 17:04:51 2000 From: brandon at mycomputer.com (Brandon Pulsipher) Date: Wed, 20 Dec 2000 15:04:51 -0700 Subject: [rt-users] Notification of new ticket Message-ID: <225BC178B638C945A0998F5CC4658D1CDD042C@exchange.corp.mycomputer.com> Sorry, I figured it out. The files in ~rt/lib/generic_templates/ were owned by root. I created the file there and then copied it over to the queues directory. I thought using root was odd but let it go. Turns out the files in the queues directory need to be owned by rt (and in rt group). Fixed that and I am good to go now. -Brandon > -----Original Message----- > From: Mike Dugas [mailto:mad at phobia.net] > Sent: Wednesday, December 20, 2000 3:06 PM > To: Brandon Pulsipher > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] Notification of new ticket > > > > Sorry, nix that, I neglected to read your post fully. :0 > > On Wed, 20 Dec 2000, Mike Dugas wrote: > > > > > I think what he neglected to mention was that you then need > to copy that > > template into your ~rt/etc/templates/queues/queuename directory... > > > > ;-) I found that out the hard way, but its working great now. > > > > On Wed, 20 Dec 2000, Brandon Pulsipher wrote: > > > > > Thanks Michael. I did this and I am now getting an > email, but it comes in > > > blank. This is the code I added to lib/database/maniuplate.pm: > > > > > > if( $in_owner ) { > > > > &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email}, > > > "","", "$serial_num" > ,"$transaction_num", > > > "$in_subject", "$in_current_user",''); > > > > > > } > > > ### - Added BVP 12/20/00 > > > else { > > > &rt::template_mail('newticket',$in_queue_id, > > > 'brandon at xmission.com',"","", > > > "$serial_num", "$transaction_num", > > > "NewTicket: $in_subject", > "$in_current_user",''); > > > } > > > ### - End of Added Code > > > > > > and this is the content of the newticket file (placed in > > > /etc/templates/queues/[each queue]/newticket and > > > in lib/generic_templates/newticket): > > > > > > [root at is office]# more newticket > > > %rtname% Request #%serial_num% was created by %actor%. > Please take it, give > > > it to > > > somebody or hope that anybody else will do it... > > > > > > Here are the details: > > > > > > Last Change: %trans:text% > > > > > > Queue: %req:queue_id% > > > Area: %req:area% > > > Subject: %req:subject% > > > Owner: %req:owner% > > > Requestors: %req:requestors% > > > Status: %req:status% > > > URL: > > > > http://tickets.superstats.com/rt/webrt.cgi?serial_num=%serial_ > num%&display=H > > > istory > > > > > > > -------------------------------------------------------------- > ----------- > > > %trans:content% > > > %content% > > > > > > > > > Any ideas why the emails show up blank (just the - > Managed by Request > > > Tracker line)? > > > > > > -Brandon > > > > > > > > > > -----Original Message----- > > > > From: Michael Hottinger [mailto:m.hottinger at zi.unizh.ch] > > > > Sent: Wednesday, December 20, 2000 12:17 AM > > > > To: rt-users at lists.fsck.com > > > > Subject: RE: [rt-users] Notification of new ticket > > > > > > > > > > > > Hi all... > > > > > > > > >I would like this as well. I'm not looking for every > > > > transaction to email > > > > >the queue owner or queue group, but at least an email that > > > > said there is a > > > > >new ticket, and the details should be easy enough to include > > > > in there. If > > > > >it's not already done, I could do it, but I'd rather > now repeat work. > > > > > > > > I found something about this problem in the archive of > this list and > > > > implemented something for our Installation at the University > > > > of Zurich. > > > > My code will send an email (template = create_noowner) > to a sendmail > > > > alias called "primQUEUENAME", if the ticket has no owner, > > > > which none of > > > > the new tickets will have, unless it's created by a > supporter in the > > > > web or commandline interface. > > > > > > > > So I can set for each queue which supporters will get a > notification > > > > of a new ticket. We are about thirty supporters, but > most of them > > > > are specialists and are only working on tickets given to them by > > > > our primary support staff. But still most of the > tickets are in the > > > > same queue and every supporter may follow the > transaction history > > > > and add some useful comments... > > > > > > > > First I made a change in lib/rt/database/manipulate.pm. You > > > > will find the > > > > first four lines in the code and will have to include the > > > > following lines. > > > > > > > > if( $in_owner ) { > > > > > > > > > &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email}, > > > > "","", "$serial_num" > ,"$transaction_num", > > > > "$in_subject", > "$in_current_user",''); > > > > > > > > } else { > > > > &rt::template_mail('create_noowner',$in_queue_id, > > > > "prim" . "$in_queue_id","","", > > > > "$serial_num", "$transaction_num", > > > > "$in_subject", "$in_current_user",''); > > > > } > > > > > > > > Second I made a template called create_noowner in > > > > lib/generic_templates > > > > like this (for us in german...): > > > > > > > > ----------------------------cut-here---------------------- > > > > %trans:text_time%: There is a new request. > > > > > > > > Transaction: %trans:text% > > > > > > > > Queue: %req:queue_id% > > > > Area: %req:area% > > > > Subject: %req:subject% > > > > Owner: %req:owner% > > > > Requestors: %req:requestors% > > > > Status: %req:status% > > > > > > > > There is a new ticket %serial_num% Please take it, give it to > > > > somebody or hope that anybody else will do it... > > > > > > > > URL: http://link.to.rtinstallation/rt/webrt.cgi > > > > > > > > -------------------------------------------------------------- > > > > ----------- > > > > %trans:content% > > > > ----------------------------cut-here---------------------- > > > > > > > > Third I made a sendmail alias called "prim"+QueueName for > > > > each queue like > > > > this > > > > > > > > primpcsupport: bill, ... > > > > primmacsupport: steve, ... > > > > ... > > > > > > > > That's it... > > > > > > > > Greetings from Zurich, Switzerland > > > > > > > > Michael > > > > > > > > > > > > PS: Our queues are configured to > > > > Owner: Send email notification of each transaction > > > > Requestor: Send an autoreply on request creation > > > > > > > > > > > > > > > > > > > > > > > > > > > > -------------------------------------------------------------- > > > > ----------- > > > > Michael Hottinger > > > > m.hottinger at zi.unizh.ch > > > > Universitaet Zuerich Phone: > > > > +41 1 63 54515 > > > > Zentrum Informatikdienste Fax: > > > > +41 1 63 54505 > > > > Winterthurerstr.190, CH-8057 Zuerich > > > > http://www.zi.unizh.ch/services/pc-mac-support/crew/hottinger/ > > > > > > > > > > > > _______________________________________________ > > > > 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 > > > > > > > -- > > Mike Dugas > mad at phobia.net > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > Mike Dugas > mad at phobia.net > From op at atnet.at Wed Dec 20 19:47:01 2000 From: op at atnet.at (Othmar Pasteka) Date: Thu, 21 Dec 2000 01:47:01 +0100 Subject: [rt-users] problems with mail gateway Message-ID: <20001221014701.F10041@office.atnet.at> hi, when i send one %RT RESOLVE command to the action alias it works but wheni start useing more than one (2, 3, etc.) somehow nothing happens. or just the first ticket is resolved, i.e. the first resolve command is recognized. anyhitns on this? do i have to provide other comamnds as well so that it accepts also the other commands? so long -- Othmar Pasteka jabber-id: blinder at jabber.at at-net Misc. Dept. IRCNet: Blinder/OpenProjectsNetwork: BlindMan ------- From jamiec at ewinexchange.com.au Thu Dec 21 01:22:08 2000 From: jamiec at ewinexchange.com.au (Jamie Crookes) Date: Thu, 21 Dec 2000 16:52:08 +1030 Subject: [rt-users] Problems with mail gateway Message-ID: Hi there, I have entered the alias for the mail gateway, (my aliases file attached) but when I try a sendmail to rt it immedatley throws out an error saying the following: 'Can't create output, permission denied' What is happening here. Please Help. Jamie Crookes E-Mail: jamiec at ewinexchange.com.au Web: http://www.ewinexchange.com.au -------------- next part -------------- A non-text attachment was scrubbed... Name: aliases Type: application/octet-stream Size: 844 bytes Desc: not available URL: From russj at dimstar.net Thu Dec 21 01:44:08 2000 From: russj at dimstar.net (Russ Johnson) Date: Wed, 20 Dec 2000 22:44:08 -0800 Subject: [rt-users] Problems with mail gateway In-Reply-To: Message-ID: <5.0.0.25.0.20001220224349.021cd0c0@mail.dimstar.net> Look at the FAQ concerning smrsh. At 04:52 PM 12/21/2000 +1030, Jamie Crookes wrote: >Hi there, > >I have entered the alias for the mail gateway, (my aliases file attached) >but when I try a sendmail to rt it immedatley throws out an error saying the >following: > >'Can't create output, permission denied' > >What is happening here. > >Please Help. > >Jamie Crookes >E-Mail: jamiec at ewinexchange.com.au >Web: http://www.ewinexchange.com.au > > Russ Johnson Stargate Online telnet://telnet.dimstar.net http://www.dimstar.net ICQ: 3739685:Airneil From kimura at ctc.ad.jp Thu Dec 21 01:50:00 2000 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Thu, 21 Dec 2000 15:50:00 +0900 Subject: [rt-users] Problems with mail gateway In-Reply-To: References: Message-ID: <20001221154320.1FF4.KIMURA@ctc.ad.jp> Jamie, You need quoting as follows. Current rt: /opt/rt/bin/rt-mailgate ewinexchange-support correspond Correct rt: "|/opt/rt/bin/rt-mailgate ewinexchange-support correspond" Then, enter newaliases. Regards, On Thu, 21 Dec 2000 16:52:08 +1030 "Jamie Crookes" wrote: > Hi there, > > I have entered the alias for the mail gateway, (my aliases file attached) > but when I try a sendmail to rt it immedatley throws out an error saying the > following: > > 'Can't create output, permission denied' > > What is happening here. > > Please Help. > > Jamie Crookes > E-Mail: jamiec at ewinexchange.com.au > Web: http://www.ewinexchange.com.au > > - - - - - - - - - - - - - - - - - - - Kazu Kimura IP Network tech. dep. CTC Phone +81-52-740-8101 Fax +81-52-740-8935 - - - - - - - - - - - - - - - - - - - - From m.hottinger at zi.unizh.ch Thu Dec 21 02:07:55 2000 From: m.hottinger at zi.unizh.ch (Michael Hottinger) Date: Thu, 21 Dec 2000 08:07:55 +0100 Subject: [rt-users] Notification of new ticket In-Reply-To: <225BC178B638C945A0998F5CC4658D1CDD042C@exchange.corp.mycom puter.com> Message-ID: <5.0.2.1.2.20001221074906.00a5d050@teolinux.unizh.ch> Hi Brandon, Mike and others! Glad to hear that my quick-and-dirty-hack is also working great for you... There is a nice idea in the template of Brandon: >Queue: %req:queue_id% >Area: %req:area% >Subject: %req:subject% >Owner: %req:owner% >Requestors: %req:requestors% >Status: %req:status% >URL: >http://tickets.superstats.com/rt/webrt.cgi?serial_num=%serial_num%&display=History I just mailed the URL of RT. Sending the URL of the ticket history is better! But it seems to work only if my browser is open and authenticated to RT. Otherwise I will see the login and the queue after successful login... I changed my templates now and I'm waiting for the next ticket to see if it will work... Greetinx from Switzerland Michael ------------------------------------------------------------------------- Michael Hottinger m.hottinger at zi.unizh.ch Universitaet Zuerich Phone: +41 1 63 54515 Zentrum Informatikdienste Fax: +41 1 63 54505 Winterthurerstr.190, CH-8057 Zuerich http://www.zi.unizh.ch/services/pc-mac-support/crew/hottinger/ From op at atnet.at Thu Dec 21 03:45:33 2000 From: op at atnet.at (Othmar Pasteka) Date: Thu, 21 Dec 2000 09:45:33 +0100 Subject: [rt-users] problems with mail gateway In-Reply-To: <20001221014701.F10041@office.atnet.at>; from op@atnet.at on Thu, Dec 21, 2000 at 01:47:01AM +0100 References: <20001221014701.F10041@office.atnet.at> Message-ID: <20001221094533.A10459@office.atnet.at> hi, On Thu, Dec 21, 2000 at 01:47:01AM +0100, Othmar Pasteka wrote: > when i send one %RT RESOLVE command to the action alias it works > but wheni start useing more than one (2, 3, etc.) somehow nothing > happens. or just the first ticket is resolved, i.e. the first > resolve command is recognized. anyhitns on this? do i have to > provide other comamnds as well so that it accepts also the other > commands? i should have added that i am using 1.0.6 ... so long Othmar From rael at zero.kgon.com Thu Dec 21 20:44:39 2000 From: rael at zero.kgon.com (Karel P Kerezman) Date: 21 Dec 2000 17:44:39 -0800 Subject: [rt-users] Qmail alias files and command lines Message-ID: <20001222014439.4037.qmail@zero.kgon.com> Here's the deal, see... I have a new box with a lovely copy of Qmail installed. I have installed the latest RT (looks good, btw) and am trying to make the mail interface work. I have a ~alias/.qmail-general file that looks like: |"/opt/rt/bin/rt-mailgate General correspond" Fine and dandy, but Qmail dumps to the maillog that the "/opt/rt/bin/rt-mailgate_General_correspond" file is not found. If I change the alias file to read: |"/opt/rt/bin/rt-mailgate" Then it goes through but I get a response from RT claiming that I don't have permission to create entries... probably because there is no queue specified. Help, Oh Wise And Wonderful Ones? -- --- Karel P Kerezman - IS Admin, Entercom Portland LLC ------------------------------------------------------ Needed a tutor to learn how to scribble. ------------------------------------------------------ From the Canonical Fulldeckisms List: http://www.herbison.com/canon --- From jesse at fsck.com Thu Dec 21 20:45:53 2000 From: jesse at fsck.com (Jesse) Date: Thu, 21 Dec 2000 20:45:53 -0500 Subject: [rt-users] Qmail alias files and command lines In-Reply-To: <20001222014439.4037.qmail@zero.kgon.com>; from rael@zero.kgon.com on Thu, Dec 21, 2000 at 05:44:39PM -0800 References: <20001222014439.4037.qmail@zero.kgon.com> Message-ID: <20001221204553.C12512@pallas.fsck.com> Try putting the | inside the quotes. On Thu, Dec 21, 2000 at 05:44:39PM -0800, Karel P Kerezman wrote: > Here's the deal, see... I have a new box with a lovely copy of Qmail > installed. I have installed the latest RT (looks good, btw) and am > trying to make the mail interface work. I have a ~alias/.qmail-general > file that looks like: > > |"/opt/rt/bin/rt-mailgate General correspond" > > Fine and dandy, but Qmail dumps to the maillog that the > "/opt/rt/bin/rt-mailgate_General_correspond" file is not found. If I > change the alias file to read: > > |"/opt/rt/bin/rt-mailgate" > > Then it goes through but I get a response from RT claiming that I don't > have permission to create entries... probably because there is no queue > specified. > > Help, Oh Wise And Wonderful Ones? > > -- > --- > Karel P Kerezman - IS Admin, Entercom Portland LLC > ------------------------------------------------------ > Needed a tutor to learn how to scribble. > ------------------------------------------------------ > From the Canonical Fulldeckisms List: > http://www.herbison.com/canon > --- > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 "If IBM _wanted_ to make clones, we could make them cheaper and faster than anyone else!" - An IBM Rep. visiting Vassar College's Comp Sci Department. From stock at cse.buffalo.edu Thu Dec 21 20:51:40 2000 From: stock at cse.buffalo.edu (Matthew D. Stock) Date: Thu, 21 Dec 2000 20:51:40 -0500 (EST) Subject: [rt-users] Qmail alias files and command lines In-Reply-To: <20001222014439.4037.qmail@zero.kgon.com> References: <20001222014439.4037.qmail@zero.kgon.com> Message-ID: <14914.45996.534191.476328@perdix.cse.buffalo.edu> Karel P Kerezman writes: > |"/opt/rt/bin/rt-mailgate General correspond" > > Fine and dandy, but Qmail dumps to the maillog that the > "/opt/rt/bin/rt-mailgate_General_correspond" file is not found. If I > change the alias file to read: Omit the quotes and it should be fine. -Matt From rael at zero.kgon.com Thu Dec 21 21:09:30 2000 From: rael at zero.kgon.com (Karel P Kerezman) Date: 21 Dec 2000 18:09:30 -0800 Subject: [rt-users] Qmail alias files and command lines In-Reply-To: <14914.45996.534191.476328@perdix.cse.buffalo.edu> References: <20001222014439.4037.qmail@zero.kgon.com> <14914.45996.534191.476328@perdix.cse.buffalo.edu> Message-ID: <20001222020930.4483.qmail@zero.kgon.com> On 21 Dec 2000 20:51:40 -0500, Matthew D. Stock wrote: > Karel P Kerezman writes: > > |"/opt/rt/bin/rt-mailgate General correspond" > > > > Fine and dandy, but Qmail dumps to the maillog that the > > "/opt/rt/bin/rt-mailgate_General_correspond" file is not found. If I > > change the alias file to read: > > Omit the quotes and it should be fine. > -Matt And we have a winner! (The other suggestion, putting the pipe inside the quotes, resulted in Qmail attempting to deliver to a user named |/opt/rt/and-so-on.) Thank you so very much! Now all I have to do to finish off this server is to get Evolution to talk to Qmail's maildir (the latest release is SUPPOSED to be able to), set up outside email access, and tighten down security further. Life... isn't that bad. -- --- Karel P Kerezman - IS Admin, Entercom Portland LLC ------------------------------------------------------ One too many lights out in his Christmas tree. ------------------------------------------------------ From the Canonical Fulldeckisms List: http://www.herbison.com/canon --- From alambert at epicrealm.com Fri Dec 22 01:34:13 2000 From: alambert at epicrealm.com (A.L.Lambert) Date: Fri, 22 Dec 2000 00:34:13 -0600 (CST) Subject: [rt-users] Qmail alias files and command lines In-Reply-To: <20001222014439.4037.qmail@zero.kgon.com> Message-ID: > Here's the deal, see... I have a new box with a lovely copy of Qmail > installed. I have installed the latest RT (looks good, btw) and am > trying to make the mail interface work. I have a ~alias/.qmail-general > file that looks like: > > |"/opt/rt/bin/rt-mailgate General correspond" > > Fine and dandy, but Qmail dumps to the maillog that the > "/opt/rt/bin/rt-mailgate_General_correspond" file is not found. If I > change the alias file to read: > > |"/opt/rt/bin/rt-mailgate" > > Then it goes through but I get a response from RT claiming that I > don't have permission to create entries... probably because there is > no queue specified. > > Help, Oh Wise And Wonderful Ones? Try this: |preline /opt/rt/bin/rt-mailgate General correspond Works for me. Cheers! --A.L.Lambert (hopeless qmail fanatic). From charlie at chinanetcenter.com Thu Dec 21 22:13:11 2000 From: charlie at chinanetcenter.com (Charlie Zhu) Date: Fri, 22 Dec 2000 11:13:11 +0800 Subject: [rt-users] About create transaction dir Message-ID: <04e801c06bc5$1e129ec0$0400a8c0@jaguar> I am a user of RT and have used it for month. But this week, I suddenly found it doesn't work and noticed the maillog saying, Dec 17 16:47:10 smtp1 qmail: 977042830.507542 delivery 6506: success: Could_not_create_dir_/var/rt/transactions/2000/Dec/17:_Permission_denied/did_0+0+1/ I wander qmail create the dir using which user, rt or qmail (not root of course), and why it works before and stop working suddenly. And my /var/rt/bin is below, dr-xr-xr-x 3 root root 4096 Dec 4 14:23 . dr-xr-xr-x 7 root root 4096 Sep 19 14:51 .. dr-xr-xr-x 2 root root 4096 Sep 26 15:30 cgi lrwxrwxrwx 1 root root 24 Sep 26 15:30 rt -> /var/rt/bin/suid_wrapper lrwxrwxrwx 1 root root 24 Sep 26 15:30 rt-mailgate -> /var/rt/bin/suid_wrapper lrwxrwxrwx 1 root root 24 Sep 26 15:30 rtadmin -> /var/rt/bin/suid_wrapper -rwxr-xr-x 1 root root 2084 Sep 26 15:30 rtmux.pl -r-xr-xr-x 1 root root 2166 May 10 1999 rtmux.pl.orig lrwxrwxrwx 1 root root 24 Sep 26 15:30 rtq -> /var/rt/bin/suid_wrapper -r-xr-xr-x 1 root root 3405 Nov 1 11:08 stripmime ---s--x--x 3 rt root 12756 Sep 26 15:30 suid_wrapper I don't know what's wrong with it. And I think qmail is always running as qmail as usual. Would you pls be so kind to give some suggestion on this issue? Thanks. Charlie Zhu From stephen at mendel.ucsc.edu Fri Dec 22 12:20:37 2000 From: stephen at mendel.ucsc.edu (Stephen Hauskins) Date: Fri, 22 Dec 2000 09:20:37 -0800 (PST) Subject: [rt-users] About create transaction dir Message-ID: <200012221720.JAA15157@mendel.ucsc.edu> Looks like someone changed permissions settings on your setup. All of the /var/rt/bin should be owned/group = rt It appears that you /var/rt/transactions directory is set wrong as well. It needs to be owner/group rt:rt --From rt-users-admin at lists.fsck.com Fri Dec 22 09:02 PST 2000 --Delivered-To: rt-users at pallas.eruditorum.org --To: --MIME-Version: 1.0 --X-Priority: 3 --X-MSMail-Priority: Normal --X-MimeOLE: Produced By Microsoft MimeOLE V5.00.2919.6700 --Subject: [rt-users] About create transaction dir --X-BeenThere: rt-users at lists.fsck.com --X-Mailman-Version: 2.0beta5 --List-Id: For users of RT: Request Tracker --Content-Transfer-Encoding: 8bit --X-MIME-Autoconverted: from base64 to 8bit by mendel.ucsc.edu id JAA15124 -- --I am a user of RT and have used it for month. But this week, I suddenly found it doesn't work and noticed the maillog saying, -- --Dec 17 16:47:10 smtp1 qmail: 977042830.507542 delivery 6506: success: Could_not_create_dir_/var/rt/transactions/2000/Dec/17:_Permission_denied/did_0+0+1/ -- --I wander qmail create the dir using which user, rt or qmail (not root of course), and why it works before and stop working suddenly. And my /var/rt/bin is below, -- --dr-xr-xr-x 3 root root 4096 Dec 4 14:23 . --dr-xr-xr-x 7 root root 4096 Sep 19 14:51 .. --dr-xr-xr-x 2 root root 4096 Sep 26 15:30 cgi --lrwxrwxrwx 1 root root 24 Sep 26 15:30 rt -> /var/rt/bin/suid_wrapper --lrwxrwxrwx 1 root root 24 Sep 26 15:30 rt-mailgate -> /var/rt/bin/suid_wrapper --lrwxrwxrwx 1 root root 24 Sep 26 15:30 rtadmin -> /var/rt/bin/suid_wrapper ---rwxr-xr-x 1 root root 2084 Sep 26 15:30 rtmux.pl ---r-xr-xr-x 1 root root 2166 May 10 1999 rtmux.pl.orig --lrwxrwxrwx 1 root root 24 Sep 26 15:30 rtq -> /var/rt/bin/suid_wrapper ---r-xr-xr-x 1 root root 3405 Nov 1 11:08 stripmime -----s--x--x 3 rt root 12756 Sep 26 15:30 suid_wrapper -- --I don't know what's wrong with it. And I think qmail is always running as qmail as usual. -- --Would you pls be so kind to give some suggestion on this issue? -- --Thanks. -- --Charlie Zhu --???????????????????????????????????????z?&j)b? b??????????l????(?m????+-???rO??o?j)fj???b????????? -- From op at atnet.at Fri Dec 22 14:42:53 2000 From: op at atnet.at (Othmar Pasteka) Date: Fri, 22 Dec 2000 20:42:53 +0100 Subject: [rt-users] full headers Message-ID: <20001222204253.A24225@office.atnet.at> hi, is there somewhere the posibility to store all the headers of a mail or display them. so long -- Othmar Pasteka jabber-id: blinder at jabber.at at-net Misc. Dept. IRCNet: Blinder/OpenProjectsNetwork: BlindMan ------- From rlo at summithq.fr Fri Dec 22 15:32:57 2000 From: rlo at summithq.fr (Rhazak LOUTOU) Date: Fri, 22 Dec 2000 21:32:57 +0100 Subject: [rt-users] webrt 1-3-27 - Did you 'use HTML::Mason::ApacheHandler'? Message-ID: <3A43BA79.B505E882@summithq.fr> Hello, I am using webrt 1-3-27, and when I connect via the browser I get the following error; System error while serving logserver /index.html ARGS_METHOD not defined! Did you 'use HTML::Mason::ApacheHandler'? at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 595, line 2. I have the perl package "HTML-Mason-0.895" installed. It contains the module "HTML/Mason/Request/ApacheHandler.pm" which name is "pakage HTML::Manson::Request::ApacheHandler"; When I insert a "use HTML::Mason::ApacheHandler", it doesn't change anything. Is there something I missed ? Thanks, Rhazak. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at fsck.com Fri Dec 22 15:38:23 2000 From: jesse at fsck.com (Jesse) Date: Fri, 22 Dec 2000 15:38:23 -0500 Subject: [rt-users] webrt 1-3-27 - Did you 'use HTML::Mason::ApacheHandler'? In-Reply-To: <3A43BA79.B505E882@summithq.fr>; from rlo@summithq.fr on Fri, Dec 22, 2000 at 09:32:57PM +0100 References: <3A43BA79.B505E882@summithq.fr> Message-ID: <20001222153823.Q12512@pallas.fsck.com> RT 1.3.27 should really be discussed on rt-devel. and if you check the archives, you'll find the answer to your problem at http://lists.fsck.com/pipermail/rt-devel/2000-December/000720.html On Fri, Dec 22, 2000 at 09:32:57PM +0100, Rhazak LOUTOU wrote: > > Hello, > > I am using webrt 1-3-27, and when I connect via the browser > I get the following error; > > > System error > > while serving logserver /index.html > ARGS_METHOD not defined! Did you 'use HTML::Mason::ApacheHandler'? at > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 595, > line 2. > > > I have the perl package "HTML-Mason-0.895" installed. > It contains the module "HTML/Mason/Request/ApacheHandler.pm" > which name is "pakage HTML::Manson::Request::ApacheHandler"; > When I insert a "use HTML::Mason::ApacheHandler", it doesn't > change anything. Is there something I missed ? > > Thanks, > Rhazak. -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 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 brandon at mycomputer.com Fri Dec 22 15:44:35 2000 From: brandon at mycomputer.com (Brandon Pulsipher) Date: Fri, 22 Dec 2000 13:44:35 -0700 Subject: [rt-users] Daily/Weekly Reminder Message-ID: <225BC178B638C945A0998F5CC4658D1CDD0469@exchange.corp.mycomputer.com> Is there a tool that exists in any form right now that can be set via cron or manually run and email the each owner in RT, a list of their currently open tasks? I'd like to have something email my IT group every morning and give them a simple list of open tickets, as a reminder. If this is not written, I'll see what I can come up with next week, but if anyone know of this, please let me know. -Brandon -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at fsck.com Fri Dec 22 18:39:19 2000 From: jesse at fsck.com (Jesse) Date: Fri, 22 Dec 2000 18:39:19 -0500 Subject: [rt-users] [rt-announce] RT 1.3.28 Message-ID: <20001222183919.S12512@pallas.fsck.com> I just rolled RT 1.3.28. It's biggest win is that it properly deals with HTML::Mason 0.895, which contained an incompatible change from 0.89. It's also got some ui issues fixed and is generally a bit more stable than that which came before. Jesse -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 I admit that X is the second worst windowing system in the world, but all the others I've used are tied for first. _______________________________________________ Rt-announce mailing list Rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From jdfalk at mail-abuse.org Fri Dec 22 18:42:56 2000 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Fri, 22 Dec 2000 15:42:56 -0800 Subject: [rt-users] Daily/Weekly Reminder In-Reply-To: <225BC178B638C945A0998F5CC4658D1CDD0469@exchange.corp.mycomputer.com>; from brandon@mycomputer.com on Fri, Dec 22, 2000 at 01:44:35PM -0700 References: <225BC178B638C945A0998F5CC4658D1CDD0469@exchange.corp.mycomputer.com> Message-ID: <20001222154256.L7563@mail-abuse.org> On 12/22/00, Brandon Pulsipher wrote: > Is there a tool that exists in any form right now that can be set via cron > or manually run and email the each owner in RT, a list of their currently > open tasks? I'd like to have something email my IT group every morning and > give them a simple list of open tickets, as a reminder. If this is not > written, I'll see what I can come up with next week, but if anyone know of > this, please let me know. ~rt/bin/rtq -open -owner brandon at mycomputer.com -- J.D. Falk "The Internet isn't just a publishing medium or a Product Manager medium for commerce, it's a social medium." Mail Abuse Prevention System LLC -- Howard Rheingold From brandon at mycomputer.com Fri Dec 22 18:45:57 2000 From: brandon at mycomputer.com (Brandon Pulsipher) Date: Fri, 22 Dec 2000 16:45:57 -0700 Subject: [rt-users] Daily/Weekly Reminder Message-ID: <225BC178B638C945A0998F5CC4658D1CDD0476@exchange.corp.mycomputer.com> Thank you. One small note, I had to use: ~rt/bin/rtq -open -owner brandon (using the username, rather than the email address), but that is exactly what I wanted. A little clunky to have to cron a job for each user, but I can easily write a wrapper for that. Thank you. -Brandon > -----Original Message----- > From: J.D. Falk [mailto:jdfalk at mail-abuse.org] > Sent: Friday, December 22, 2000 4:43 PM > To: Brandon Pulsipher > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] Daily/Weekly Reminder > > > On 12/22/00, Brandon Pulsipher wrote: > > > Is there a tool that exists in any form right now that can > be set via cron > > or manually run and email the each owner in RT, a list of > their currently > > open tasks? I'd like to have something email my IT group > every morning and > > give them a simple list of open tickets, as a reminder. If > this is not > > written, I'll see what I can come up with next week, but if > anyone know of > > this, please let me know. > > ~rt/bin/rtq -open -owner brandon at mycomputer.com > > -- > J.D. Falk "The Internet isn't just a > publishing medium or a > Product Manager medium for commerce, it's > a social medium." > Mail Abuse Prevention System LLC -- > Howard Rheingold > From rmcduffee at virsage.com Wed Dec 27 15:11:30 2000 From: rmcduffee at virsage.com (Robert McDuffee) Date: Wed, 27 Dec 2000 13:11:30 -0700 Subject: [rt-users] Can't connect to local MySQL server through socket Message-ID: <003701c07041$33fd5740$0e01a8c0@virsage.com> I am very new to sing MySQL and RT so please bear with me. I can connect to the database (RT and others) using mysqladmin, however, I cannot connect using the rtadmin utility. The following is the error message I get. Any help would be very appreciated. Thanks Bob Mysql->connect(database=rt;host=localhost) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at /opt/rt/lib/rt/databa se.pm line 24 [connectdb] Database connect failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) Compilation failed in require at /opt/rt/lib/rt/database/manipulate.pm line 5. Compilation failed in require at /opt/rt/bin/rtmux.pl line 28. [root at support1 bin]# ./rtadmin queue -create Test Mysql->connect(database=rt;host=localhost) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at /opt/rt/lib/rt/databa se.pm line 24 [connectdb] Database connect failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) Compilation failed in require at /opt/rt/lib/rt/database/admin.pm line 8. Compilation failed in require at /opt/rt/bin/rtmux.pl line 40. [root at support1 bin]# [root at support1 bin]# From jamiec at ewinexchange.com.au Wed Dec 27 18:52:33 2000 From: jamiec at ewinexchange.com.au (Jamie Crookes) Date: Thu, 28 Dec 2000 10:22:33 +1030 Subject: [rt-users] Never logged in Message-ID: Hi, Everything is now up and running. I have one small problem. When I visit the RT admin page it takes me straight there never asking me to log in so I have no access to modify the queues or users etc. My config.pm file uses the : $web_auth_mechanism = "external"; However, if this is set to cookies I get an internal server error. This is the last line of my apache error log: Can't locate object method "new" via package "Digest::MD5" at /opt/rt/lib/rt/ui/web/auth.pm line 36. [Thu Dec 28 09:08:08 2000] [error] [client 10.0.0.56] Premature end of script headers: /opt/rt/bin/cgi/admin-webrt.cgi As I say, it will take me a little further with it set to external, but the cookies are causing problems and I am stuck at this point. Please Help? Jamie Crookes E-Mail: jamiec at ewinexchange.com.au Web: http://www.ewinexchange.com.au From jesse at fsck.com Wed Dec 27 19:09:06 2000 From: jesse at fsck.com (Jesse) Date: Wed, 27 Dec 2000 19:09:06 -0500 Subject: [rt-users] Never logged in In-Reply-To: ; from jamiec@ewinexchange.com.au on Thu, Dec 28, 2000 at 10:22:33AM +1030 References: Message-ID: <20001227190906.A31639@pallas.fsck.com> Very simple. You haven't installed the Digest::MD5 perl module yet. If you do that, your troubles will go vanish. -j On Thu, Dec 28, 2000 at 10:22:33AM +1030, Jamie Crookes wrote: > Hi, > > Everything is now up and running. I have one small problem. When I visit the > RT admin page it takes me straight there never asking me to log in so I have > no access to modify the queues or users etc. My config.pm file uses the : > > $web_auth_mechanism = "external"; > > However, if this is set to cookies I get an internal server error. This is > the last line of my apache error log: > > Can't locate object method "new" via package "Digest::MD5" at > /opt/rt/lib/rt/ui/web/auth.pm line 36. > [Thu Dec 28 09:08:08 2000] [error] [client 10.0.0.56] Premature end of > script headers: /opt/rt/bin/cgi/admin-webrt.cgi > > As I say, it will take me a little further with it set to external, but the > cookies are causing problems and I am stuck at this point. > > Please Help? > > Jamie Crookes > E-Mail: jamiec at ewinexchange.com.au > Web: http://www.ewinexchange.com.au > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 Pelcgb-serrqbz abj! From ml at bendler-net.de Thu Dec 28 03:54:50 2000 From: ml at bendler-net.de (Thomas Bendler) Date: Thu, 28 Dec 2000 09:54:50 +0100 Subject: [rt-users] Can't connect to local MySQL server through socket In-Reply-To: <003701c07041$33fd5740$0e01a8c0@virsage.com>; from Robert McDuffee on Wed, Dec 27, 2000 at 01:11:30PM -0700 References: <003701c07041$33fd5740$0e01a8c0@virsage.com> Message-ID: <20001228095450.A6977@ds9.athome.guj.de> Hi, On Mit, 27 Dez 2000, Robert McDuffee sent incredible lines: [...] > Mysql->connect(database=rt;host=localhost) failed: Can't connect to local > MySQL > server through socket '/var/lib/mysql/mysql.sock' (111) at > /opt/rt/lib/rt/databa > se.pm line 24 [...] Look's like MySQL database is not running. Are you sure that you've starting the db server? ... may the Tux be with you! =Thomas= -- Thomas Bendler \\:// ml at bendler-net.de Billwiese 22 (o -) http://www.bendler-net.de/ 21033 Hamburg ---ooO-(_)-Ooo--- tel.: 0 177 - 277 37 61 Germany Linux, enjoy the ride ...! From adulau-rt at colorado.g-inter.net Thu Dec 28 04:03:34 2000 From: adulau-rt at colorado.g-inter.net (Alexandre Dulaunoy) Date: Thu, 28 Dec 2000 10:03:34 +0100 (CET) Subject: [rt-users] manipulate.pm & MDA fetchmail Message-ID: Hello All, I'm using rt-1.0.5 and it's working quite well. The only trouble is regarding the mda fonctionnality of fetchmail with manipulate.pm. I got this error : reading message 26 of 26 (1290 octets) .RT has recieved mail from itself. Goodnight. at /rt/lib/rt/ui/mail/manipulate.pm line 252, line 37. fetchmail: MDA exited abnormally or returned nonzero status not flushed Ok all is working except that fetchmail is not removing the mail of the mailserver because it suspects the exec not working properly. I change the return status in manipulate.pm with a zero status but i got the same error. Is there anybody with the same trouble ? Thanks a lot. Alx From rmcduffee at virsage.com Thu Dec 28 18:23:12 2000 From: rmcduffee at virsage.com (Robert McDuffee) Date: Thu, 28 Dec 2000 16:23:12 -0700 Subject: [rt-users] More MySql troubles Message-ID: <001e01c07125$26089840$0e01a8c0@virsage.com> I have done some more work on my connection issues and found that I cannot connect to the database (any of them) when logged in to the system as anyone other than root. Below is an example of the error I get when logging in as 'bob'. [bob at support1 bob]$ mysqladmin -u root status mysqladmin: connect to server at 'localhost' failed error: 'Can't connect to local MySQL server through socket '/var/lib/mysql/mysql .sock' (111)' Check that mysqld is running and that the socket: '/var/lib/mysql/mysql.sock' ex ists! [bob at support1 bob]$ Any ideas? From allbery at ece.cmu.edu Thu Dec 28 18:34:14 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Thu, 28 Dec 2000 18:34:14 -0500 Subject: [rt-users] More MySql troubles In-Reply-To: <001e01c07125$26089840$0e01a8c0@virsage.com> Message-ID: <7150000.978046454@pyanfar> On Thursday, December 28, 2000 04:23:12 PM -0700, Robert McDuffee wrote: +----- | I have done some more work on my connection issues and found that I cannot | connect to the database (any of them) when logged in to the system as | anyone other than root. Below is an example of the error I get when | logging in as 'bob'. | | [bob at support1 bob]$ mysqladmin -u root status | mysqladmin: connect to server at 'localhost' failed | error: 'Can't connect to local MySQL server through socket | '/var/lib/mysql/mysql | sock' (111)' | Check that mysqld is running and that the socket: | '/var/lib/mysql/mysql.sock' ex | ists! +--->8 Sounds to me like /var/lib/mysql is only accessible by root. You should probably chmod o+rx it. -- 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 rmcduffee at virsage.com Fri Dec 29 10:37:32 2000 From: rmcduffee at virsage.com (Robert McDuffee) Date: Fri, 29 Dec 2000 08:37:32 -0700 Subject: [rt-users] More MySql troubles In-Reply-To: <7150000.978046454@pyanfar> Message-ID: <002001c071ad$42519e60$0e01a8c0@virsage.com> Thanks for the idea. I agree with your prognosis. However, your fix did not do it. Any other (extended) ideas? -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Brandon S. Allbery KF8NH Sent: Thursday, December 28, 2000 4:34 PM To: rmcduffee at virsage.com; rt-users at lists.fsck.com Subject: Re: [rt-users] More MySql troubles On Thursday, December 28, 2000 04:23:12 PM -0700, Robert McDuffee wrote: +----- | I have done some more work on my connection issues and found that I cannot | connect to the database (any of them) when logged in to the system as | anyone other than root. Below is an example of the error I get when | logging in as 'bob'. | | [bob at support1 bob]$ mysqladmin -u root status | mysqladmin: connect to server at 'localhost' failed | error: 'Can't connect to local MySQL server through socket | '/var/lib/mysql/mysql | sock' (111)' | Check that mysqld is running and that the socket: | '/var/lib/mysql/mysql.sock' ex | ists! +--->8 Sounds to me like /var/lib/mysql is only accessible by root. You should probably chmod o+rx it. -- 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 From bshelton-rtuser at online-isp.com Fri Dec 29 17:03:51 2000 From: bshelton-rtuser at online-isp.com (Brad Shelton) Date: Fri, 29 Dec 2000 17:03:51 -0500 Subject: [rt-users] Message formatting.... Message-ID: <20001229170351.A9637@online-isp.com> I've noticed a lot of complaints from our staff using Outlook. The message formatting through RT doesn't seem to care where the EOL is and wraps all text in one huge line, or at arbitrary places. Is there something in the config I missed to fix this, or is there a tweak in the perl code to modify this behavior? -- Brad Shelton On Line Exchange http://ole.net Phone: 313-961-7100 Fax: 313-961-7101 From tgregory at tarjema.com Fri Dec 29 17:15:27 2000 From: tgregory at tarjema.com (Timothy A. Gregory) Date: Fri, 29 Dec 2000 14:15:27 -0800 (PST) Subject: [rt-users] Automatic priority changes Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've searched the archives about this issue to no (real) benifit. I'm about to start writing something that will run from cron to escalate the priority level of RT tickets in certain queues, but as I've seen others ask about this functionality (and, yes, I've seen that it's part of 2.0), I figured I'd drop a line into the list and find out if anyone has already written something along these lines and is willing to share. If no, then I'll get at it (my Perl is pretty ugly) and let you guys(and gals) have a look at it when I'm finished. Thanks, - --tag +--------------------------------------------------+ | Timothy A. Gregory http://www.tarjema.com | | *NIX SysAdmin tgregory at tarjema.com | | Arabic > English Translator IBM AIX CATE | +--------------------------------------------------+ All of the important files that make Linux systems work are right out in the open. They are always ASCII text files, so you don't need special tools to read them. You can look at them any time you want, which is good, and you can mess them up and render your system totally dysfunctional, which is not so good. -- Neal Stephenson -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.0.4 (FreeBSD) Comment: For info see http://www.gnupg.org iD8DBQE6TQ0Nf+LtXvUUOyoRAoziAKCs1R1Y1fu3L+Vc3+OqO9R5fjDG8gCfX8px xwijI39uQ7CUUgFYWdoCibo= =iPG0 -----END PGP SIGNATURE----- From jesse at fsck.com Sat Dec 30 00:13:21 2000 From: jesse at fsck.com (Jesse) Date: Sat, 30 Dec 2000 00:13:21 -0500 Subject: [rt-users] [rt-announce] RT 1.3.29 released Message-ID: <20001230001321.X14241@pallas.fsck.com> I'm proud to announce RT 1.3.29. It's a prerelease for RT2 Alpha 3. (Note that it's still not ready for production use at most sites) It's got the start of the new integrated CLI tool (replaces rt and rtq) It's got a more complete web ui. It's got encrypted passwords. It's got a brand new keywords system which was contributed by Ivan Kohler of mail-abuse.org. It's got a bunch of bugfixes. -j -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 ...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 _______________________________________________ Rt-announce mailing list Rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce