From rmillis at enel.ucalgary.ca  Tue Jul  4 12:13:31 2000
From: rmillis at enel.ucalgary.ca (Randy Millis)
Date: Tue, 04 Jul 2000 10:13:31 -0600
Subject: [rt-users] Creating a user for reporting
Message-ID: <39620D2B.90985F11@enel.ucalgary.ca>

I need some help creating a mysql user for reporting with rtreports. Can
anyone walk me through what I need to do?

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

=======================================================================
If you are making an Electrical and Computer Engineering Department
help or service request please use the web form at
http://www.enel.ucalgary.ca/prssform.html or e-mail
help at enel.ucalgary.ca.
=======================================================================






From jesse at fsck.com  Wed Jul  5 00:57:20 2000
From: jesse at fsck.com (Jesse)
Date: Wed, 5 Jul 2000 00:57:20 -0400
Subject: [rt-users] Commenting on a request via eMail
In-Reply-To: <20000629203704.7532.qmail@thud.internal.onramp.ca>; from adb@onramp.ca on Thu, Jun 29, 2000 at 08:37:04PM -0000
References: <20000620210038.A2485@anna.home.fsck.com> <20000629203704.7532.qmail@thud.internal.onramp.ca>
Message-ID: <20000705005720.Q24147@pallas.fsck.com>



On Thu, Jun 29, 2000 at 08:37:04PM -0000, Anthony DeBoer wrote:
> Basically, user A wants to comment, and mungs the destination address of
> his mail to the comment address.  RT sends it out to all queue members
> with the queue's e-mail address as sender, and user B wants to followup
> on that comment and dashes off a quick reply.  It gets sent back to the
> requester, and now A and B both have egg on their faces and B had better
> run out the door quickly before A makes it over to his cube.
 
It's a known deficiency. In 2.0, we get a per-queue comments address. (as
well as a global comments address as a fallback)

> Presently I'm kneedeep in an RT installation; I like it muchly, but I and
> various cow orkers are finding bit and pieces we'd like to do a bit
> differently.  I'm starting to put together a shopping list and collection
> of proposed patches and hope to have something for the list soon.  Will
> there be another 1.0.x release, or has 2.0 branched off already?  Having
> started getting into the code, I'm going to go subscribe to rt-devel.
>

There will continue to be new 1.0.x releases for the immediate future, though
they're almost all "bugfix only" releases. 2.0 is a ground up rewrite. If you
think you'll be hacking on RT, we encourage you to do your hacking on the 2.0 code.
It's much cleaner and I think you'll enjoy working on it a lot more than the 1.0.x code.

	jesse 
> -- 
> Anthony DeBoer <adb at onramp.ca>
> 
> 
> _______________________________________________
> 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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
"Bother," said Pooh, "Eeyore, ready two photon torpedoes and lock
phasers on the Heffalump, Piglet, meet me in transporter room three"




From jesse at fsck.com  Wed Jul  5 13:35:14 2000
From: jesse at fsck.com (Jesse)
Date: Wed, 5 Jul 2000 13:35:14 -0400
Subject: [rt-users] pallas.eruditorum.org moving this evening
Message-ID: <20000705133514.X24147@pallas.fsck.com>

Expect a few hours of outage while pallas.eruditorum.org (aka
lists.fsck.com, fsck.com, ftp.fsck.com, www.fsck.com and so forth)
moves from Exodus Waltham Datacenter to a DSL line.  I expect that
the outage will start at ~7PM eastern today.  If you desperately
need to get in touch with me during that time, send mail
to page-jesse at intonet.com.

Jesse


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




From w.graham at citr.com  Thu Jul  6 19:42:38 2000
From: w.graham at citr.com (William Graham)
Date: Thu, 06 Jul 2000 17:42:38 -0600
Subject: [rt-users] $mail_alias
Message-ID: <3965196E.F685B6E1@citr.com>

hello -
   I inherited an unused install of RT, and am playing with it to get it
to work. A problem I found was that if the q was set to autorespond to
an email request, it would have bad 'reply-to' and 'from' fields. I then
found the config.pm file, and changed $mail_alias to the alias of the q.
This works, but I know it won't work if I have more than one q setup. Is
there anyway to setup a more 'general' address that could then route the
mail to the right q? I know this is the right answer, but have not found
the info on how to do it in the FAQ or other documenation.

Thanks,
   Bill

--
William Graham
Senior Software Engineer
CiTR, Inc.
4750 Walnut Street, Suite 106
Boulder, CO  80301
303.417.0575 x27






From technik at telepress.de  Fri Jul  7 10:02:02 2000
From: technik at telepress.de (Sebastian Hamann)
Date: Fri, 07 Jul 2000 16:02:02 +0200 (CEST)
Subject: [rt-users] Merging entrys?
In-Reply-To: <39620D2B.90985F11@enel.ucalgary.ca>
Message-ID: <XFMail.20000707160202.technik@telepress.de>

Hello,

just a wonderful short question:
Is it, or will it possible to merge two entry in rt?

We work with rt-0.99.

so long

Sebastian Hamann

-- 
  Sebastian Hamann                Technik:     technik at telepress.de
  TelePress GmbH                Redaktion:   redaktion at telepress.de  
  Feldstrasse 66                     
  D-20359 Hamburg

  There cannot be a crisis today; my schedule is already full.




From stephen at mendel.ucsc.edu  Fri Jul  7 10:20:38 2000
From: stephen at mendel.ucsc.edu (Stephen Hauskins)
Date: Fri, 7 Jul 2000 07:20:38 -0700 (PDT)
Subject: [rt-users] Merging entrys?
Message-ID: <200007071420.HAA08974@mendel.ucsc.edu>

Not sure about 0.99 but in 1.0.1 you can, you do it
via the serial number link in the web interface.

> From rt-users-admin at lists.fsck.com Fri Jul  7 07:10 PDT 2000
> Delivered-To: rt-users at lists.fsck.com
> X-Authentication-Warning: ns.dipa.de: Host sh at mordor.dipa.de.local [192.168.1.45] claimed to be dipa.de
> X-Priority: 3 (Normal)
> Content-Transfer-Encoding: 8bit
> MIME-Version: 1.0
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Merging entrys?
> X-Mailman-Version: 1.1
> List-Id: For users of RT: Request Tracker <rt-users.lists.fsck.com>
> X-BeenThere: rt-users at lists.fsck.com
> 
> Hello,
> 
> just a wonderful short question:
> Is it, or will it possible to merge two entry in rt?
> 
> We work with rt-0.99.
> 
> so long
> 
> Sebastian Hamann
> 
> -- 
>   Sebastian Hamann                Technik:     technik at telepress.de
>   TelePress GmbH                Redaktion:   redaktion at telepress.de  
>   Feldstrasse 66                     
>   D-20359 Hamburg
> 
>   There cannot be a crisis today; my schedule is already full.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From jesse at fsck.com  Fri Jul  7 10:31:08 2000
From: jesse at fsck.com (Jesse)
Date: Fri, 7 Jul 2000 10:31:08 -0400
Subject: [rt-users] Merging entrys?
In-Reply-To: <XFMail.20000707160202.technik@telepress.de>; from technik@telepress.de on Fri, Jul 07, 2000 at 04:02:02PM +0200
References: <39620D2B.90985F11@enel.ucalgary.ca> <XFMail.20000707160202.technik@telepress.de>
Message-ID: <20000707103108.G11207@pallas.fsck.com>

Click on "Serial num" in the webui or run rt -merge from the commandline.

	-jesse


On Fri, Jul 07, 2000 at 04:02:02PM +0200, Sebastian Hamann wrote:
> Hello,
> 
> just a wonderful short question:
> Is it, or will it possible to merge two entry in rt?
> 
> We work with rt-0.99.
> 
> so long
> 
> Sebastian Hamann
> 
> -- 
>   Sebastian Hamann                Technik:     technik at telepress.de
>   TelePress GmbH                Redaktion:   redaktion at telepress.de  
>   Feldstrasse 66                     
>   D-20359 Hamburg
> 
>   There cannot be a crisis today; my schedule is already full.
> 
> 
> _______________________________________________
> 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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
After all, it's not every day you meet up with an evil power
                                               -M. Bulgakov




From llee at mail.ivillage.com  Fri Jul  7 10:28:15 2000
From: llee at mail.ivillage.com (Lawrence Lee)
Date: Fri, 07 Jul 2000 10:28:15 -0400
Subject: [rt-users] correspond vs. comment when cfg'ing mail gateway
Message-ID: <3965E8FE.1E534F92@mail.ivillage.com>

 Hey, I'm using RT 1.0.2 on Solaris 2.7. Works great... just put the
stripmime filter in place last night, too.

I've got a question about configuring the mail gateway. I've re-read the
README (included at the bottom) and i've also sent mail for %RT HELP to no
avail.

What exactly is the difference between the correspond and comment entries?
Right now I've got all my aliases set to correspond and people are
submitting requests and communicating fine. What happens under comment?

thanks,
larry


SETTING UP THE MAIL GATEWAY
---------------------------

An alias for the initial queue will need to be made in either your
global mail aliases file (if you are using NIS) or locally on your
machine.

Add the following line to /etc/aliases (or your local equivalent) :

        rt:     |"/path/to/lrt/bin/rt-mailgate general correspond"
                                                    |          |
                                   <<queue-name>----/          |
                                                               |
                <<correspond or comment depending on whether   |
                 the mail shoud be resent to the requestor>---/
     "action" here will make this address only
      parse actions in the message without
      recording the message as a transaction
      of its own"

The RT Mail Gateway can be used to perform actions on requests.
For an explanation of how to use the Mail Gateway, send a message to
any RT alias with the command %RT HELP on a line by itself.

You'll need an alias like the following for action requests:

        rt-action:      |"/path/to/rt/bin/rt-mailgate general action"








From jesse at fsck.com  Fri Jul  7 10:34:27 2000
From: jesse at fsck.com (Jesse)
Date: Fri, 7 Jul 2000 10:34:27 -0400
Subject: [rt-users] correspond vs. comment when cfg'ing mail gateway
In-Reply-To: <3965E8FE.1E534F92@mail.ivillage.com>; from llee@mail.ivillage.com on Fri, Jul 07, 2000 at 10:28:15AM -0400
References: <3965E8FE.1E534F92@mail.ivillage.com>
Message-ID: <20000707103427.H11207@pallas.fsck.com>

Comments won't be forwarded to or visible by the requestor.



On Fri, Jul 07, 2000 at 10:28:15AM -0400, Lawrence Lee wrote:
>  Hey, I'm using RT 1.0.2 on Solaris 2.7. Works great... just put the
> stripmime filter in place last night, too.
> 
> I've got a question about configuring the mail gateway. I've re-read the
> README (included at the bottom) and i've also sent mail for %RT HELP to no
> avail.
> 
> What exactly is the difference between the correspond and comment entries?
> Right now I've got all my aliases set to correspond and people are
> submitting requests and communicating fine. What happens under comment?
> 
> thanks,
> larry
> 
> 
> SETTING UP THE MAIL GATEWAY
> ---------------------------
> 
> An alias for the initial queue will need to be made in either your
> global mail aliases file (if you are using NIS) or locally on your
> machine.
> 
> Add the following line to /etc/aliases (or your local equivalent) :
> 
>         rt:     |"/path/to/lrt/bin/rt-mailgate general correspond"
>                                                     |          |
>                                    <<queue-name>----/          |
>                                                                |
>                 <<correspond or comment depending on whether   |
>                  the mail shoud be resent to the requestor>---/
>      "action" here will make this address only
>       parse actions in the message without
>       recording the message as a transaction
>       of its own"
> 
> The RT Mail Gateway can be used to perform actions on requests.
> For an explanation of how to use the Mail Gateway, send a message to
> any RT alias with the command %RT HELP on a line by itself.
> 
> You'll need an alias like the following for action requests:
> 
>         rt-action:      |"/path/to/rt/bin/rt-mailgate general action"
> 
> 
> 
> 
> 
> 
> _______________________________________________
> 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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
. . . when not in doubt, get in doubt.  -- Old Discordian Proveb




From technik at telepress.de  Fri Jul  7 10:34:10 2000
From: technik at telepress.de (Sebastian Hamann)
Date: Fri, 07 Jul 2000 16:34:10 +0200 (CEST)
Subject: [rt-users] Merging entrys?
In-Reply-To: <20000707103108.G11207@pallas.fsck.com>
Message-ID: <XFMail.20000707163410.technik@telepress.de>

Hello everybody,

thank you very much for your help!

Sebastian Hamann


On 07-Jul-2000 Jesse wrote:
> Click on "Serial num" in the webui or run rt -merge from the
> commandline.
> 

-- 
  Sebastian Hamann                Technik:     technik at telepress.de
  TelePress GmbH                Redaktion:   redaktion at telepress.de  
  Feldstrasse 66                     
  D-20359 Hamburg

  A conclusion is simply the place where you got tired of thinking.




From rmillis at enel.ucalgary.ca  Fri Jul  7 11:54:11 2000
From: rmillis at enel.ucalgary.ca (Randy Millis)
Date: Fri, 07 Jul 2000 09:54:11 -0600
Subject: [rt-users] (_rt_system) RT Error: when using e-mail?
Message-ID: <3965FD22.EFF160B1@enel.ucalgary.ca>

Am I doing something wrong? I opened a test ticket then sent an e-mail
from Netscape Communicator 4.7 on my Windows NT machine and got an
error.

Here is what I sent to help-action at enel.ucalgary.ca:

--[cut]---
Subject:
             (no subject)
        Date:
             Fri, 07 Jul 2000 09:45:09 -0600
       From:
             Randy Millis <rmillis at enel.ucalgary.ca>
 Organization:
             University of Calgary, Department of Electrical and
Computer Engineering
         To:
             help-action at enel.ucalgary.ca




%RT USER rmillis
%RT PASS <mypassword>
%RT RESOLVE 53

--[end cut]---

Here are the replies I got:

#1
--[cut]---
Subject:
        [ECEHELP #0] (_rt_system) RT Actions Complete
   Date:
        Fri, 7 Jul 2000 09:44:00 -0600 (MDT)
   From:
        Randy Millis via RT <help at enel.ucalgary.ca>
     To:
        rmillis at enel.ucalgary.ca




Thank you for taking some action:

> %RT USER rmillis
RT: Username rmillis noticed.
> PASS ***** RT: You are now authenticated as rmillis.
> %RT RESOLVE 53
RT: Batching resolve of 53.
RT: Request #53 has been resolved. (566)



-------------------------------------------- Managed by Request Tracker
--[end cut]---

#2
--[cut]---
Subject:
        [ECEHELP #53] (compgen) Transaction (rmillis)
   Date:
        Fri, 7 Jul 2000 09:43:59 -0600 (MDT)
   From:
        Randy Millis via RT <help at enel.ucalgary.ca>
     To:
        steven at enel.ucalgary.ca, rmillis at enel.ucalgary.ca




Fri, Jul 7 2000 09:43:59: Request 53 was acted upon.

 Transaction: Status changed to resolved by rmillis

       Queue: compgen
        Area: Test
     Subject: Test to help at enel.ucalgary.ca
       Owner: rmillis
  Requestors: rmillis at home.com
      Status: resolved

-------------------------------------------------------------------------



-------------------------------------------- Managed by Request Tracker
--[end cut]---
#3
--[cut]---
Subject:
        [ECEHELP #] (_rt_system) RT Error: (no subject)
   Date:
        Fri, 7 Jul 2000 09:43:59 -0600 (MDT)
   From:
        Randy Millis via RT <help at enel.ucalgary.ca>
     To:
        rmillis at enel.ucalgary.ca




There has been an error:
There has been an error with your request:


Your message is reproduced below:



--- Headers Follow ---

>From rmillis at enel.ucalgary.ca  Fri Jul  7 09:43:53 2000
Received: from enel.ucalgary.ca (icarus [136.159.99.11])
        by fsa.enel.ucalgary.ca (8.9.3/8.9.3) with ESMTP id JAA23693
        for <help-action at enel.ucalgary.ca>; Fri, 7 Jul 2000 09:43:53
-0600 (MDT)
Message-ID: <3965FB05.1B5CAE01 at enel.ucalgary.ca>
Date: Fri, 07 Jul 2000 09:45:09 -0600
From: Randy Millis <rmillis at enel.ucalgary.ca>
Organization: University of Calgary, Department of Electrical and
Computer Engineering
X-Mailer: Mozilla 4.7 [en] (WinNT; U)
X-Accept-Language: en
MIME-Version: 1.0
To: help-action at enel.ucalgary.ca
Subject: (no subject)
Content-Type: text/plain; charset=us-ascii
Content-Transfer-Encoding: 7bit



-------------------------------------------- Managed by Request Tracker
--[end cut]---

My /etc/aliases
--[cut]---

help:           |"/opt/rt/bin/rt-mailgate 'compgen' correspond"
help-comment:   |"/opt/rt/bin/rt-mailgate 'compgen' comment"
help-action:      |"/opt/rt/bin/rt-mailgate 'compgen' action"
--[end cut]---




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

=======================================================================
If you are making an Electrical and Computer Engineering Department
help or service request please use the web form at
http://www.enel.ucalgary.ca/prssform.html or e-mail
help at enel.ucalgary.ca.
=======================================================================






From jesse at fsck.com  Fri Jul  7 11:58:33 2000
From: jesse at fsck.com (Jesse)
Date: Fri, 7 Jul 2000 11:58:33 -0400
Subject: [rt-users] (_rt_system) RT Error: when using e-mail?
In-Reply-To: <3965FD22.EFF160B1@enel.ucalgary.ca>; from rmillis@enel.ucalgary.ca on Fri, Jul 07, 2000 at 09:54:11AM -0600
References: <3965FD22.EFF160B1@enel.ucalgary.ca>
Message-ID: <20000707115833.O11207@pallas.fsck.com>

I've seen that error reported before. I've never had time to track it down.



On Fri, Jul 07, 2000 at 09:54:11AM -0600, Randy Millis wrote:
> Am I doing something wrong? I opened a test ticket then sent an e-mail
> from Netscape Communicator 4.7 on my Windows NT machine and got an
> error.
> 
> Here is what I sent to help-action at enel.ucalgary.ca:
> 
> --[cut]---
> Subject:
>              (no subject)
>         Date:
>              Fri, 07 Jul 2000 09:45:09 -0600
>        From:
>              Randy Millis <rmillis at enel.ucalgary.ca>
>  Organization:
>              University of Calgary, Department of Electrical and
> Computer Engineering
>          To:
>              help-action at enel.ucalgary.ca
> 
> 
> 
> 
> %RT USER rmillis
> %RT PASS <mypassword>
> %RT RESOLVE 53
> 
> --[end cut]---
> 
> Here are the replies I got:
> 
> #1
> --[cut]---
> Subject:
>         [ECEHELP #0] (_rt_system) RT Actions Complete
>    Date:
>         Fri, 7 Jul 2000 09:44:00 -0600 (MDT)
>    From:
>         Randy Millis via RT <help at enel.ucalgary.ca>
>      To:
>         rmillis at enel.ucalgary.ca
> 
> 
> 
> 
> Thank you for taking some action:
> 
> > %RT USER rmillis
> RT: Username rmillis noticed.
> > PASS ***** RT: You are now authenticated as rmillis.
> > %RT RESOLVE 53
> RT: Batching resolve of 53.
> RT: Request #53 has been resolved. (566)
> 
> 
> 
> -------------------------------------------- Managed by Request Tracker
> --[end cut]---
> 
> #2
> --[cut]---
> Subject:
>         [ECEHELP #53] (compgen) Transaction (rmillis)
>    Date:
>         Fri, 7 Jul 2000 09:43:59 -0600 (MDT)
>    From:
>         Randy Millis via RT <help at enel.ucalgary.ca>
>      To:
>         steven at enel.ucalgary.ca, rmillis at enel.ucalgary.ca
> 
> 
> 
> 
> Fri, Jul 7 2000 09:43:59: Request 53 was acted upon.
> 
>  Transaction: Status changed to resolved by rmillis
> 
>        Queue: compgen
>         Area: Test
>      Subject: Test to help at enel.ucalgary.ca
>        Owner: rmillis
>   Requestors: rmillis at home.com
>       Status: resolved
> 
> -------------------------------------------------------------------------
> 
> 
> 
> -------------------------------------------- Managed by Request Tracker
> --[end cut]---
> #3
> --[cut]---
> Subject:
>         [ECEHELP #] (_rt_system) RT Error: (no subject)
>    Date:
>         Fri, 7 Jul 2000 09:43:59 -0600 (MDT)
>    From:
>         Randy Millis via RT <help at enel.ucalgary.ca>
>      To:
>         rmillis at enel.ucalgary.ca
> 
> 
> 
> 
> There has been an error:
> There has been an error with your request:
> 
> 
> Your message is reproduced below:
> 
> 
> 
> --- Headers Follow ---
> 
> >From rmillis at enel.ucalgary.ca  Fri Jul  7 09:43:53 2000
> Received: from enel.ucalgary.ca (icarus [136.159.99.11])
>         by fsa.enel.ucalgary.ca (8.9.3/8.9.3) with ESMTP id JAA23693
>         for <help-action at enel.ucalgary.ca>; Fri, 7 Jul 2000 09:43:53
> -0600 (MDT)
> Message-ID: <3965FB05.1B5CAE01 at enel.ucalgary.ca>
> Date: Fri, 07 Jul 2000 09:45:09 -0600
> From: Randy Millis <rmillis at enel.ucalgary.ca>
> Organization: University of Calgary, Department of Electrical and
> Computer Engineering
> X-Mailer: Mozilla 4.7 [en] (WinNT; U)
> X-Accept-Language: en
> MIME-Version: 1.0
> To: help-action at enel.ucalgary.ca
> Subject: (no subject)
> Content-Type: text/plain; charset=us-ascii
> Content-Transfer-Encoding: 7bit
> 
> 
> 
> -------------------------------------------- Managed by Request Tracker
> --[end cut]---
> 
> My /etc/aliases
> --[cut]---
> 
> help:           |"/opt/rt/bin/rt-mailgate 'compgen' correspond"
> help-comment:   |"/opt/rt/bin/rt-mailgate 'compgen' comment"
> help-action:      |"/opt/rt/bin/rt-mailgate 'compgen' action"
> --[end cut]---
> 
> 
> 
> 
> --
> Randy Millis
> Network Administrator
> Electrical and Computer Engineering
> University of Calgary
> 2500 University Dr. N.W.
> Calgary, Alberta
> Canada T2N 1N4
> Tel: 403-220-4864  Fax: 403-282-6855
> rmillis at enel.ucalgary.ca
> http://www.enel.ucalgary.ca/
> 
> =======================================================================
> If you are making an Electrical and Computer Engineering Department
> help or service request please use the web form at
> http://www.enel.ucalgary.ca/prssform.html or e-mail
> help at enel.ucalgary.ca.
> =======================================================================
> 
> 
> 
> 
> _______________________________________________
> 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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
"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 jdfalk at mail-abuse.org  Fri Jul  7 17:41:28 2000
From: jdfalk at mail-abuse.org (J.D. Falk)
Date: Fri, 7 Jul 2000 14:41:28 -0700
Subject: [rt-users] (_rt_system) RT Error: when using e-mail?
In-Reply-To: <20000707115833.O11207@pallas.fsck.com>; from jesse@fsck.com on Fri, Jul 07, 2000 at 11:58:33AM -0400
References: <3965FD22.EFF160B1@enel.ucalgary.ca> <20000707115833.O11207@pallas.fsck.com>
Message-ID: <20000707144128.L27242@mail-abuse.org>

On 07/07/00, Jesse <jesse at fsck.com> wrote: 

> I've seen that error reported before. I've never had time to track it down.

	I've had that sometimes too, and usually just assume that there
	was extra whitespace, or that I forgot to get rid of my .sig file
	or something.  The ticket's still resolved, so it's not a big
	deal.

-- 
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 tobiasb at tobiasb.funcom.com  Mon Jul 10 10:01:51 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Mon, 10 Jul 2000 16:01:51 +0200 (MET DST)
Subject: [rt-users] Commenting on a request via eMail
In-Reply-To: <20000629203704.7532.qmail@thud.internal.onramp.ca>
Message-ID: <Pine.LNX.3.95.1000710160032.8152Q-100000@tobiasb.funcom.com>

> Basically, user A wants to comment, and mungs the destination address of
> his mail to the comment address.  RT sends it out to all queue members
> with the queue's e-mail address as sender, and user B wants to followup
> on that comment and dashes off a quick reply.  It gets sent back to the
> requester, and now A and B both have egg on their faces and B had better
> run out the door quickly before A makes it over to his cube.

Yep.  This is actually a problem.  RT2 handles this better.

-- 
"The trouble with the world is that the stupid are
 cocksure and the intelligent are full of doubt."
- Bertrand Russell






From mboldi at shore.net  Mon Jul 10 15:24:06 2000
From: mboldi at shore.net (mboldi at shore.net)
Date: Mon, 10 Jul 2000 15:24:06 -0400 (EDT)
Subject: [rt-users] Commenting on a request via eMail
In-Reply-To: <Pine.LNX.3.95.1000710160032.8152Q-100000@tobiasb.funcom.com>
Message-ID: <Pine.GSO.4.21.0007101515290.38-100000@zymurgy.ecosoft.com>

Yes User B should be fired ...  But ...

I wish RT would handle cc's internally.

 1) I cannot place mail commands into a correspondance without giving out
    my password to anyone I choose to CC.
1a) RT should read the email, execute the commands, and forward the response
    (or create) with the %RT mail commands stripped out to all cc'd individuals

 2) I would like to keep as psuedo-requestors, anyone who was cc'd on
    create and responces.  This way involved parties (other than the requestor)
    would be kept in the loop.

On Mon, 10 Jul 2000, Tobias Brox wrote:

> > Basically, user A wants to comment, and mungs the destination address of
> > his mail to the comment address.  RT sends it out to all queue members
> > with the queue's e-mail address as sender, and user B wants to followup
> > on that comment and dashes off a quick reply.  It gets sent back to the
> > requester, and now A and B both have egg on their faces and B had better
> > run out the door quickly before A makes it over to his cube.
> 
> Yep.  This is actually a problem.  RT2 handles this better.
> 
> -- 
> "The trouble with the world is that the stupid are
>  cocksure and the intelligent are full of doubt."
> - Bertrand Russell
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

Mike Boldi
mboldi at shore.net
(781) 586-6178





From mboldi at shore.net  Mon Jul 10 15:39:35 2000
From: mboldi at shore.net (mboldi at shore.net)
Date: Mon, 10 Jul 2000 15:39:35 -0400 (EDT)
Subject: [rt-users] Commenting on a request via eMail
In-Reply-To: <Pine.GSO.4.21.0007101515290.38-100000@zymurgy.ecosoft.com>
Message-ID: <Pine.GSO.4.21.0007101538260.38-100000@zymurgy.ecosoft.com>

> 1a) RT should read the email, execute the commands, and forward the response
>     (or create) with the %RT mail commands stripped out to all cc'd individuals

Oh I forgot to mention this requires a new mail command
%RT CC fred at bedrock.com,barney at bedrock.com





From wozz+rt at wookie.net  Mon Jul 10 16:44:08 2000
From: wozz+rt at wookie.net (Wozz)
Date: Mon, 10 Jul 2000 14:44:08 -0600
Subject: [rt-users] rt 2.0
Message-ID: <20000710144407.D27529@luvewe.bonch.org>

Is there a revised timeline on the release of 2.0?  




From tobiasb at tobiasb.funcom.com  Tue Jul 11 05:07:30 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Tue, 11 Jul 2000 11:07:30 +0200 (MET DST)
Subject: [rt-users] Commenting on a request via eMail
In-Reply-To: <Pine.GSO.4.21.0007101538260.38-100000@zymurgy.ecosoft.com>
Message-ID: <Pine.LNX.3.95.1000711105941.8152n-100000@tobiasb.funcom.com>

> Oh I forgot to mention this requires a new mail command
> %RT CC fred at bedrock.com,barney at bedrock.com

It's really needed, and I've already implemented that in my local version
of RT1.  I guess we will implement this for RT2 as well.

-- 
"The trouble with the world is that the stupid are
 cocksure and the intelligent are full of doubt."
- Bertrand Russell






From tai at sa.fedex.com  Tue Jul 11 12:45:56 2000
From: tai at sa.fedex.com (Tai)
Date: Tue, 11 Jul 2000 11:45:56 -0500
Subject: [rt-users] guest requests?
Message-ID: <396B4F44.39E0175E@sa.fedex.com>

Hiyas,
	I've installed Request Tracker, and can't seem to have guests
put in requests - everyone hits the login page.  Is there a way to set
it up so that normal users hit the request page and can put in requests?
Thanx.

# ls -al
total 104
dr-xr-xr-x   2 root     root         512 Jun  9 17:15 .
dr-xr-xr-x   3 root     root         512 Jun  9 17:15 ..
---s--x--x   3 rt       root       25284 Jun  9 17:15 admin-webrt.cgi
---s--x--x   3 rt       root       25284 Jun  9 17:15 webrt.cgi

	hitting both of these /rt/webrt.cgi and /admin-webrt.cgi
brings up the login page.

-Tai
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From jesse at fsck.com  Tue Jul 11 12:48:41 2000
From: jesse at fsck.com (Jesse)
Date: Tue, 11 Jul 2000 12:48:41 -0400
Subject: [rt-users] guest requests?
In-Reply-To: <396B4F44.39E0175E@sa.fedex.com>; from tai@sa.fedex.com on Tue, Jul 11, 2000 at 11:45:56AM -0500
References: <396B4F44.39E0175E@sa.fedex.com>
Message-ID: <20000711124841.E11207@pallas.fsck.com>

Guest ticket creation is generally done by email. there are also
some webforms people put together in http://ftp.fsck.com/pub/rt/contrib
for the purpose.



On Tue, Jul 11, 2000 at 11:45:56AM -0500, Tai wrote:
> Hiyas,
> 	I've installed Request Tracker, and can't seem to have guests
> put in requests - everyone hits the login page.  Is there a way to set
> it up so that normal users hit the request page and can put in requests?
> Thanx.
> 
> # ls -al
> total 104
> dr-xr-xr-x   2 root     root         512 Jun  9 17:15 .
> dr-xr-xr-x   3 root     root         512 Jun  9 17:15 ..
> ---s--x--x   3 rt       root       25284 Jun  9 17:15 admin-webrt.cgi
> ---s--x--x   3 rt       root       25284 Jun  9 17:15 webrt.cgi
> 
> 	hitting both of these /rt/webrt.cgi and /admin-webrt.cgi
> brings up the login page.
> 
> -Tai


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




From tai at sa.fedex.com  Tue Jul 11 15:15:13 2000
From: tai at sa.fedex.com (Tai)
Date: Tue, 11 Jul 2000 14:15:13 -0500
Subject: [rt-users] guest requests?
References: <396B4F44.39E0175E@sa.fedex.com> <20000711124841.E11207@pallas.fsck.com>
Message-ID: <396B7241.A204435C@sa.fedex.com>

Jesse wrote:
> 
> Guest ticket creation is generally done by email. there are also
> some webforms people put together in http://ftp.fsck.com/pub/rt/contrib
> for the purpose.

	OK, cool.  It's also easy enough to add <a href="mailto: rt at host">
to the page :)
	Next question, in the README file, it says that I need to add

        rt:     |"/path/to/lrt/bin/rt-mailgate general correspond"

	when I am setting it up.  Do I need something similar for
the other queues that I will be setting up?  Something like

queue2:		|"/path/to/lrt/bin/rt-mailgate 2ndqueue correspond"

	perhaps?  Thanx again.

-Tai
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From tobiasb at tobiasb.funcom.com  Tue Jul 11 15:37:34 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Tue, 11 Jul 2000 21:37:34 +0200 (MET DST)
Subject: [rt-users] guest requests?
In-Reply-To: <396B7241.A204435C@sa.fedex.com>
Message-ID: <Pine.LNX.3.95.1000711213709.8152A-100000@tobiasb.funcom.com>

> 	when I am setting it up.  Do I need something similar for
> the other queues that I will be setting up?  Something like
> 
> queue2:		|"/path/to/lrt/bin/rt-mailgate 2ndqueue correspond"
> 
> 	perhaps?  Thanx again.

Should work out (with sendmail at least).  Remember "newaliases".

-- 
"The trouble with the world is that the stupid are
 cocksure and the intelligent are full of doubt."
- Bertrand Russell






From jesse at fsck.com  Tue Jul 11 16:52:59 2000
From: jesse at fsck.com (Jesse)
Date: Tue, 11 Jul 2000 16:52:59 -0400
Subject: [rt-users] guest requests?
In-Reply-To: <396B7241.A204435C@sa.fedex.com>; from tai@sa.fedex.com on Tue, Jul 11, 2000 at 02:15:13PM -0500
References: <396B4F44.39E0175E@sa.fedex.com> <20000711124841.E11207@pallas.fsck.com> <396B7241.A204435C@sa.fedex.com>
Message-ID: <20000711165259.N11207@pallas.fsck.com>

Yep. you'll want one per queue.



On Tue, Jul 11, 2000 at 02:15:13PM -0500, Tai wrote:
> Jesse wrote:
> > 
> > Guest ticket creation is generally done by email. there are also
> > some webforms people put together in http://ftp.fsck.com/pub/rt/contrib
> > for the purpose.
> 
> 	OK, cool.  It's also easy enough to add <a href="mailto: rt at host">
> to the page :)
> 	Next question, in the README file, it says that I need to add
> 
>         rt:     |"/path/to/lrt/bin/rt-mailgate general correspond"
> 
> 	when I am setting it up.  Do I need something similar for
> the other queues that I will be setting up?  Something like
> 
> queue2:		|"/path/to/lrt/bin/rt-mailgate 2ndqueue correspond"
> 
> 	perhaps?  Thanx again.
> 
> -Tai


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




From feargal at thecia.ie  Thu Jul 13 10:26:48 2000
From: feargal at thecia.ie (Feargal Reilly)
Date: Thu, 13 Jul 2000 15:26:48 +0100
Subject: [rt-users] rt v2.0
Message-ID: <200007131426.e6DEQmd16302@lucrece.office.thecia.ie>

Hi...
How far away is the RT v2 release now...
We're currently using it a, well, request tracker.
We're thinking about using it as a bug database. Has anybody else used it like 
this?
What sort of kludges have you had to made?
We want seperate interfaces levels for developers and reporters, I anticipate 
that it'll be (reasonbly) clean to do with v2, but I wouldn't think about it 
with the current code.
Cheers,
-Feargal.

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

"A goldfish was his muse, eternally amused"
             -Shelley. (Not the dead one though)






From psweeney at informix.com  Thu Jul 13 10:36:57 2000
From: psweeney at informix.com (=?iso-8859-1?Q?P=E1draig?= Sweeney)
Date: Thu, 13 Jul 2000 15:36:57 +0100
Subject: [rt-users] rt v2.0
References: <200007131426.e6DEQmd16302@lucrece.office.thecia.ie>
Message-ID: <396DD408.C5ECB149@informix.com>

Fergal,

why not use a dedicated bug tracking system such as Bugzilla.  Its available
from www.slashcode.org and its very effective.

- P?draig.

Feargal Reilly wrote:

> Hi...
> How far away is the RT v2 release now...
> We're currently using it a, well, request tracker.
> We're thinking about using it as a bug database. Has anybody else used it like
> this?
> What sort of kludges have you had to made?
> We want seperate interfaces levels for developers and reporters, I anticipate
> that it'll be (reasonbly) clean to do with v2, but I wouldn't think about it
> with the current code.
> Cheers,
> -Feargal.
>
> --
> Feargal Reilly,
> Systems Administrator,
> The CIA.
> Ph: +353-86-8157621.
>
> "A goldfish was his muse, eternally amused"
>              -Shelley. (Not the dead one though)
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From tobiasb at tobiasb.funcom.com  Thu Jul 13 10:53:00 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Thu, 13 Jul 2000 16:53:00 +0200 (MET DST)
Subject: [rt-users] rt v2.0
In-Reply-To: <200007131426.e6DEQmd16302@lucrece.office.thecia.ie>
Message-ID: <Pine.LNX.3.95.1000713164608.8152b-100000@tobiasb.funcom.com>

> How far away is the RT v2 release now...

I guess Jesse should be more updated about the timeline of the 2.0
release.  We're currently using the development version of RT2 locally
(the current CVS version), and it actually works quite well - so I would
encourage any body who have some extra time and patience, and who doesn't
need ACLs that desperately to do the same :) 

> We're thinking about using it as a bug database. Has anybody else used it like 
> this?

Well, yes and no ... we're basically using Bugzilla for bug tracking at
the moment.  We've managed to put up some kind of linking between Bugzilla
and RT2 that works well here.  It's at least in my long-term plans to make
some "add-ons" to RT to make it better for handling bugs.

We have made a client that has a built-in bug submitting tool that
reports to RT.  This tool includes the callstack in the bug report, and
I've just hacked together some tool that checks for equal callstacks and
link together those with equal call stacks.  Later a support worker
transfers the most relevant data (through one mouse click) and links up
the request ticket with a new bug ticket in Bugzilla.

> We want seperate interfaces levels for developers and reporters, I anticipate 
> that it'll be (reasonbly) clean to do with v2, but I wouldn't think about it 
> with the current code.

Indeed :)

-- 
Spell checkers are for wimps
(please send feedback on all typos)





From jesse at fsck.com  Thu Jul 13 11:58:27 2000
From: jesse at fsck.com (Jesse)
Date: Thu, 13 Jul 2000 11:58:27 -0400
Subject: [rt-users] RT2
Message-ID: <20000713115827.O4558@pallas.fsck.com>

In terms of general timelines, I'd expect RT2 to be significantly 
more usable within the month.  Once we have better admin tools and 
ACLS (both of which I'm working on), It'll be time for an alpha :)


	jesse

-- 
jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
  "Mary had a crypto key / She kept it in escrow
     And everything that Mary said / The Feds were sure to know" -- Sam Simpson 




From jesse at fsck.com  Thu Jul 13 12:06:12 2000
From: jesse at fsck.com (Jesse)
Date: Thu, 13 Jul 2000 12:06:12 -0400
Subject: [rt-users] RT Consulting
Message-ID: <20000713120612.P4558@pallas.fsck.com>

Heya,

	So, I've struck out on my own.  Over the next couple of
months I'd be interested in starting to do some RT consulting
for current and new RT users.  This includes, but is not 
limited to, installation, paid support, custom development and
process consulting. 

	If this is something you or your organization might be
interested in looking into, please drop me a line at 
jesse at fsck.com.

	Thanks,
	Jesse Vincent 
	(RT's primary author)

--
jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
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 m.ludl at gigabell.net  Thu Jul 13 12:06:27 2000
From: m.ludl at gigabell.net (m.ludl at gigabell.net)
Date: Thu, 13 Jul 2000 18:06:27 +0200 (CEST)
Subject: [rt-users] Autoreply without Requestcontent...
Message-ID: <20000713161104.44A3430E888@fsck.com>

Hello....
When someone send a mail to the RT, and i want to send a autoreply
(with the requestcontent)... it doesnt work. 
Its a bug or its a feature ? :-)
Does someone know a workaround for this?

Thanx 

Michael  
-- 
Mit besten Gruessen 
Michael Ludl
Fon: +49 (69) 170 84-900                    
Fax: +49 (69) 170 84-900                                Gigabell 
************************************************ The net works******** 


neu: Internet fuer 0,00 Pfg/Min - freeOKAY.NET
Anmelden unter: http://www.okay.net <http://www.okay.net> 
**********************************************************************
 





From jesse at fsck.com  Thu Jul 13 12:11:59 2000
From: jesse at fsck.com (Jesse)
Date: Thu, 13 Jul 2000 12:11:59 -0400
Subject: [rt-users] Autoreply without Requestcontent...
In-Reply-To: <20000713161104.44A3430E888@fsck.com>; from m.ludl@gigabell.net on Thu, Jul 13, 2000 at 06:06:27PM +0200
References: <20000713161104.44A3430E888@fsck.com>
Message-ID: <20000713121159.Q4558@pallas.fsck.com>

That sounds like you haven't turned on "Send autoreply" in the web ui.



On Thu, Jul 13, 2000 at 06:06:27PM +0200, m.ludl at gigabell.net wrote:
> Hello....
> When someone send a mail to the RT, and i want to send a autoreply
> (with the requestcontent)... it doesnt work. 
> Its a bug or its a feature ? :-)
> Does someone know a workaround for this?
> 
> Thanx 
> 
> Michael  
> -- 
> Mit besten Gruessen 
> Michael Ludl
> Fon: +49 (69) 170 84-900                    
> Fax: +49 (69) 170 84-900                                Gigabell 
> ************************************************ The net works******** 
> 
> 
> neu: Internet fuer 0,00 Pfg/Min - freeOKAY.NET
> Anmelden unter: http://www.okay.net <http://www.okay.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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
'"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  Thu Jul 13 12:12:25 2000
From: jesse at fsck.com (Jesse)
Date: Thu, 13 Jul 2000 12:12:25 -0400
Subject: [rt-users] Autoreply without Requestcontent...
In-Reply-To: <20000713121159.Q4558@pallas.fsck.com>; from jesse@fsck.com on Thu, Jul 13, 2000 at 12:11:59PM -0400
References: <20000713161104.44A3430E888@fsck.com> <20000713121159.Q4558@pallas.fsck.com>
Message-ID: <20000713121225.R4558@pallas.fsck.com>



On Thu, Jul 13, 2000 at 12:11:59PM -0400, Jesse wrote:
> That sounds like you haven't turned on "Send autoreply" in the web ui.
Sorry. s/web ui/admin tool/ 
 
> 
> On Thu, Jul 13, 2000 at 06:06:27PM +0200, m.ludl at gigabell.net wrote:
> > Hello....
> > When someone send a mail to the RT, and i want to send a autoreply
> > (with the requestcontent)... it doesnt work. 
> > Its a bug or its a feature ? :-)
> > Does someone know a workaround for this?
> > 
> > Thanx 
> > 
> > Michael  
> > -- 
> > Mit besten Gruessen 
> > Michael Ludl
> > Fon: +49 (69) 170 84-900                    
> > Fax: +49 (69) 170 84-900                                Gigabell 
> > ************************************************ The net works******** 
> > 
> > 
> > neu: Internet fuer 0,00 Pfg/Min - freeOKAY.NET
> > Anmelden unter: http://www.okay.net <http://www.okay.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 
> pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
> -------------------------------------------------------------
> '"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.
> 
> 
> _______________________________________________
> 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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
Linux is like a Vorlon.  It is incredibly powerful, gives terse,
cryptic answers and has a lot of things going on in the background.




From m.ludl at gigabell.net  Thu Jul 13 12:12:43 2000
From: m.ludl at gigabell.net (m.ludl at gigabell.net)
Date: Thu, 13 Jul 2000 18:12:43 +0200 (CEST)
Subject: [rt-users] Autoreply without Requestcontent...
In-Reply-To: <20000713121225.R4558@pallas.fsck.com>
Message-ID: <20000713161720.ACC4B30E8B7@fsck.com>

SOrry, the autoreplfunction works, but without the Requestcontent.

Michael 


> 
> 
> 
> On Thu, Jul 13, 2000 at 12:11:59PM -0400, Jesse wrote:
>> That sounds like you haven't turned on "Send autoreply" in the web ui.
> Sorry. s/web ui/admin tool/ 
>  
>> 
>> On Thu, Jul 13, 2000 at 06:06:27PM +0200, m.ludl at gigabell.net wrote:
>> > Hello....
>> > When someone send a mail to the RT, and i want to send a autoreply
>> > (with the requestcontent)... it doesnt work. 
>> > Its a bug or its a feature ? :-)
>> > Does someone know a workaround for this?
>> > 
>> > Thanx 
>> > 
>> > Michael  
>> > -- 
>> > Mit besten Gruessen 
>> > Michael Ludl
>> > Fon: +49 (69) 170 84-900                    
>> > Fax: +49 (69) 170 84-900                                Gigabell 
>> > ************************************************ The net works******** 
>> > 
>> > 
>> > neu: Internet fuer 0,00 Pfg/Min - freeOKAY.NET
>> > Anmelden unter: http://www.okay.net <http://www.okay.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 
>> pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
>> -------------------------------------------------------------
>> '"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.
>> 
>> 
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>> 
> 






From jesse at fsck.com  Thu Jul 13 13:57:59 2000
From: jesse at fsck.com (Jesse)
Date: Thu, 13 Jul 2000 13:57:59 -0400
Subject: [rt-users] Autoreply without Requestcontent...
In-Reply-To: <20000713161720.A5CAC30E888@fsck.com>; from m.ludl@gigabell.net on Thu, Jul 13, 2000 at 06:12:43PM +0200
References: <20000713121225.R4558@pallas.fsck.com> <20000713161720.A5CAC30E888@fsck.com>
Message-ID: <20000713135759.S4558@pallas.fsck.com>

Is the transaction content actually stored in the ticket?


On Thu, Jul 13, 2000 at 06:12:43PM +0200, m.ludl at gigabell.net wrote:
> SOrry, the autoreplfunction works, but without the Requestcontent.
> 
> Michael 
> 
> 
> > 
> > 
> > 
> > On Thu, Jul 13, 2000 at 12:11:59PM -0400, Jesse wrote:
> >> That sounds like you haven't turned on "Send autoreply" in the web ui.
> > Sorry. s/web ui/admin tool/ 
> >  
> >> 
> >> On Thu, Jul 13, 2000 at 06:06:27PM +0200, m.ludl at gigabell.net wrote:
> >> > Hello....
> >> > When someone send a mail to the RT, and i want to send a autoreply
> >> > (with the requestcontent)... it doesnt work. 
> >> > Its a bug or its a feature ? :-)
> >> > Does someone know a workaround for this?
> >> > 
> >> > Thanx 
> >> > 
> >> > Michael  
> >> > -- 
> >> > Mit besten Gruessen 
> >> > Michael Ludl
> >> > Fon: +49 (69) 170 84-900                    
> >> > Fax: +49 (69) 170 84-900                                Gigabell 
> >> > ************************************************ The net works******** 
> >> > 
> >> > 
> >> > neu: Internet fuer 0,00 Pfg/Min - freeOKAY.NET
> >> > Anmelden unter: http://www.okay.net <http://www.okay.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 
> >> pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
> >> -------------------------------------------------------------
> >> '"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.
> >> 
> >> 
> >> _______________________________________________
> >> 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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
Any e-mail sent to the SLA will immediately become the intellectual property
of the SLA and the author of said message will enter into a period of
indentured servitude which will last for a period of time no less than seven
years. 




From jdfalk at mail-abuse.org  Thu Jul 13 16:26:05 2000
From: jdfalk at mail-abuse.org (J.D. Falk)
Date: Thu, 13 Jul 2000 13:26:05 -0700
Subject: [rt-users] Autoresponder control
Message-ID: <20000713132557.R21399@mail-abuse.org>

	So, we ran into an autoresponder loop recently, and had to turn
	it off.  Then I started digging into the 1.0.3 code, and could
	not find a way to add more safety features to /just/ the auto-
	responder -- am I missing something?

	I could easily write up some safety stuff in procmail (which is
	called before stripmime and rt anyway, in our configuration),
	but there doesn't seem to be a way to have RT spit the ticket
	number back out to procmail.  Is it possible to create a ticket
	submission address that doesn't respond, and still have one
	that does, in case of suspected loops?

	Also -- Jesse, Tobias, you guys need some good logic for the
	RT2 autoresponder code?

-- 
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 wiltzlan at mail.brcc.cc.la.us  Thu Jul 13 20:33:46 2000
From: wiltzlan at mail.brcc.cc.la.us (L. NcGai Wiltz)
Date: Thu, 13 Jul 2000 19:33:46 -0500
Subject: [rt-users] admin-webrt.cgi problem
Message-ID: <396E5FEA.9DEE1036@mail.brcc.cc.la.us>

I am having a problem logging into admin-webrt.cgi as root.  Also, when
I do login as another user with admin rights I cannot modify anything,
it just kicks me back to the logon screen.

Any help is appreciated,

-----
NcGai





From rspier at pobox.com  Thu Jul 13 20:35:32 2000
From: rspier at pobox.com (Robert Spier)
Date: Thu, 13 Jul 2000 20:35:32 -0400 (EDT)
Subject: [rt-users] admin-webrt.cgi problem
In-Reply-To: <396E5FEA.9DEE1036@mail.brcc.cc.la.us>
References: <396E5FEA.9DEE1036@mail.brcc.cc.la.us>
Message-ID: <14702.24660.183477.474755@rls.cx>

>>>>> "LNW" == L NcGai Wiltz <wiltzlan at mail.brcc.cc.la.us> writes:
LNW> I am having a problem logging into admin-webrt.cgi as root.
LNW> Also, when I do login as another user with admin rights I cannot
LNW> modify anything, it just kicks me back to the logon screen.

It sounds like you have cookies blocked.

-R





From tobiasb at tobiasb.funcom.com  Fri Jul 14 06:39:46 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Fri, 14 Jul 2000 12:39:46 +0200 (MET DST)
Subject: [rt-users] Autoresponder control
In-Reply-To: <20000713132557.R21399@mail-abuse.org>
Message-ID: <Pine.LNX.3.95.1000714123555.8152r-100000@tobiasb.funcom.com>

> 	I could easily write up some safety stuff in procmail (which is
> 	called before stripmime and rt anyway, in our configuration),
> 	but there doesn't seem to be a way to have RT spit the ticket
> 	number back out to procmail.  Is it possible to create a ticket
> 	submission address that doesn't respond, and still have one
> 	that does, in case of suspected loops?
> 
> 	Also -- Jesse, Tobias, you guys need some good logic for the
> 	RT2 autoresponder code?

IMO best idea is to do like vacation is doing - limit the system so it
only sends one autorespond of a given template to a given email at a given
week.  This would both stop loops and stop annoying the people who
frequently submit tickets.  I've made #TODO-hooks in the code for
this.  Jesse thinks this should wait until post-2.0, but I don't think it
is a much complicated thing to do.

The traditional idea is to prevent autoreply at mails with a header line
matching /^Precedence: (junk|bulk)$/i - that's already implemented both in
RT1 and RT2, but the implementation is a bit better in RT2.

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From jesse at fsck.com  Fri Jul 14 10:51:52 2000
From: jesse at fsck.com (Jesse)
Date: Fri, 14 Jul 2000 10:51:52 -0400
Subject: [rt-users] Autoresponder control
In-Reply-To: <Pine.LNX.3.95.1000714123555.8152r-100000@tobiasb.funcom.com>; from tobiasb@tobiasb.funcom.com on Fri, Jul 14, 2000 at 12:39:46PM +0200
References: <20000713132557.R21399@mail-abuse.org> <Pine.LNX.3.95.1000714123555.8152r-100000@tobiasb.funcom.com>
Message-ID: <20000714105152.O4558@pallas.fsck.com>

If a regular user submits two, ten or five hundred tickets in a week,
they should get two, ten or five hundred receipts.  I agree that we 
need better bounce control, but vacation-style squelching wouldn't work.



On Fri, Jul 14, 2000 at 12:39:46PM +0200, Tobias Brox wrote:
> > 	I could easily write up some safety stuff in procmail (which is
> > 	called before stripmime and rt anyway, in our configuration),
> > 	but there doesn't seem to be a way to have RT spit the ticket
> > 	number back out to procmail.  Is it possible to create a ticket
> > 	submission address that doesn't respond, and still have one
> > 	that does, in case of suspected loops?
> > 
> > 	Also -- Jesse, Tobias, you guys need some good logic for the
> > 	RT2 autoresponder code?
> 
> IMO best idea is to do like vacation is doing - limit the system so it
> only sends one autorespond of a given template to a given email at a given
> week.  This would both stop loops and stop annoying the people who
> frequently submit tickets.  I've made #TODO-hooks in the code for
> this.  Jesse thinks this should wait until post-2.0, but I don't think it
> is a much complicated thing to do.
> 
> The traditional idea is to prevent autoreply at mails with a header line
> matching /^Precedence: (junk|bulk)$/i - that's already implemented both in
> RT1 and RT2, but the implementation is a bit better in RT2.
> 
> -- 
> Spell checkers are for wimps
> (please send feedback on all typos)
> 
> 
> 
> 
> _______________________________________________
> 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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
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"]




From tobiasb at tobiasb.funcom.com  Fri Jul 14 11:21:41 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Fri, 14 Jul 2000 17:21:41 +0200 (MET DST)
Subject: [rt-users] Autoresponder control
In-Reply-To: <20000714105152.O4558@pallas.fsck.com>
Message-ID: <Pine.LNX.3.95.1000714171131.8152y-100000@tobiasb.funcom.com>

> If a regular user submits two, ten or five hundred tickets in a week,
> they should get two, ten or five hundred receipts.  I agree that we 
> need better bounce control, but vacation-style squelching wouldn't work.

I think our viewpoints at the autoreplies are a bit different - for us,
the autoreply is just a bit of "early information" about the request
handling.  If we're backlogged so it might take more than a week getting
back to the user, he should get an autoreply stating that it might take
some time and eventually a list of other resources it's possible to find
help.  In this context, one autoreply a week is sufficient, regardless how
many tickets the requestor issues.

The other usage is like a notification or receipt that the ticket is
actually received, with the ticket id (and eventually login information
for new requestors).  Then it _is_ important that one autoreply is
sent out for every Ticket; but still I disagree that the one who issues
500 requests in i.e. one hour should get 500 autoreplies; by putting a
limit somewhere, uncontrolled loops are efficiently stopped - such extreme
amounts of requests can only be generated through loops or scripts, and if
a script really needs to get those receipts ... well, there are
workarounds.

My conclution is that there should be some limit, but that the limit must
be configurable.  For our usage, one autoreply pr week makes sense for
most queues - for your usage, twenty replies in three minutes might make
more sense.

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From jesse at fsck.com  Fri Jul 14 11:24:14 2000
From: jesse at fsck.com (Jesse)
Date: Fri, 14 Jul 2000 11:24:14 -0400
Subject: [rt-users] Autoresponder control
In-Reply-To: <Pine.LNX.3.95.1000714171131.8152y-100000@tobiasb.funcom.com>; from tobiasb@tobiasb.funcom.com on Fri, Jul 14, 2000 at 05:21:41PM +0200
References: <20000714105152.O4558@pallas.fsck.com> <Pine.LNX.3.95.1000714171131.8152y-100000@tobiasb.funcom.com>
Message-ID: <20000714112414.R4558@pallas.fsck.com>

*nod* I can buy that.

On Fri, Jul 14, 2000 at 05:21:41PM +0200, Tobias Brox wrote:
> > If a regular user submits two, ten or five hundred tickets in a week,
> > they should get two, ten or five hundred receipts.  I agree that we 
> > need better bounce control, but vacation-style squelching wouldn't work.
> 
> I think our viewpoints at the autoreplies are a bit different - for us,
> the autoreply is just a bit of "early information" about the request
> handling.  If we're backlogged so it might take more than a week getting
> back to the user, he should get an autoreply stating that it might take
> some time and eventually a list of other resources it's possible to find
> help.  In this context, one autoreply a week is sufficient, regardless how
> many tickets the requestor issues.
> 
> The other usage is like a notification or receipt that the ticket is
> actually received, with the ticket id (and eventually login information
> for new requestors).  Then it _is_ important that one autoreply is
> sent out for every Ticket; but still I disagree that the one who issues
> 500 requests in i.e. one hour should get 500 autoreplies; by putting a
> limit somewhere, uncontrolled loops are efficiently stopped - such extreme
> amounts of requests can only be generated through loops or scripts, and if
> a script really needs to get those receipts ... well, there are
> workarounds.
> 
> My conclution is that there should be some limit, but that the limit must
> be configurable.  For our usage, one autoreply pr week makes sense for
> most queues - for your usage, twenty replies in three minutes might make
> more sense.
> 
> -- 
> Spell checkers are for wimps
> (please send feedback on all typos)
> 
> 
> 

-- 
jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
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"]




From aescriva at ianalyst.com  Thu Jul 20 18:14:43 2000
From: aescriva at ianalyst.com (Aida Escriva)
Date: Thu, 20 Jul 2000 18:14:43 -0400 (EDT)
Subject: [rt-users] non-member request creation
Message-ID: <Pine.NEB.4.21.0007201809060.22591-100000@charlton.esync.net>

I may be overlooking something, but..

I've sucessfully installed RT and can use the web interface to create
requests. Each time I attempt to create a request as a non-member via
email I receive:

>There has been an error:
>There has been an error with your request:
>You don't have permission to create requests in this queue

I have the box labeled "Allow non-members to create request" checked in
the queue configuration. 

My aliases are as follows:

>accounting: "|/opt/rt/bin/rt-mailgate accounting correspond"
>accounting-action: "|/opt/rt/bin/rt-mailgate accounting action"

What am I doing wrong?





From tims at hitzfm.org.au  Thu Jul 20 19:47:40 2000
From: tims at hitzfm.org.au (Tim Syratt)
Date: Fri, 21 Jul 2000 09:47:40 +1000 (EST)
Subject: [rt-users] Perl module problem.
In-Reply-To: <Pine.NEB.4.21.0007201809060.22591-100000@charlton.esync.net>
Message-ID: <Pine.LNX.4.21.0007210946260.10934-100000@server.hitzfm.intra>

Hi All,


This question is probably really basic but I'm new to perl and perl
modules.


When I run ./rtadmin I'm getting this output;

$ ./rtadmin
Can't locate rt/database/admin.pm in @INC (@INC
contains: /usr/lib/perl5/i386-linux/5.004 /usr/lib/perl5
/usr/local/lib/site_perl/i386-linux /usr/local/lib/site_perl
/opt/rt/lib) at /opt/rt/bin/rtmux.pl line 40.
$ 


------------------------------------------------------------
Tim Syratt                                tims at hitzfm.org.au
Dept. Head - Technical                          0409 017 172
89.9 HitzFM Broadcasters Inc.              WWW.HITZFM.ORG.AU
------------------------------------------------------------





From tobiasb at tobiasb.funcom.com  Thu Jul 20 20:07:54 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Fri, 21 Jul 2000 02:07:54 +0200 (MET DST)
Subject: [rt-users] Perl module problem.
In-Reply-To: <Pine.LNX.4.21.0007210946260.10934-100000@server.hitzfm.intra>
Message-ID: <Pine.LNX.3.95.1000721020656.8152u-100000@tobiasb.funcom.com>

> When I run ./rtadmin I'm getting this output;
> 
> $ ./rtadmin
> Can't locate rt/database/admin.pm in @INC (@INC
> contains: /usr/lib/perl5/i386-linux/5.004 /usr/lib/perl5
> /usr/local/lib/site_perl/i386-linux /usr/local/lib/site_perl
> /opt/rt/lib) at /opt/rt/bin/rtmux.pl line 40.

That's strange.  The file should be installed by the makefile at your
system as /opt/rt/lib/rt/database/admin.pm - can you check if that file
exists?

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From redacted at example.org  Thu Jul 20 20:37:04 2000
From: redacted at example.org (Redacted)
Date: Fri, 21 Jul 2000 10:37:04 +1000 (EST)
Subject: [rt-users] Content removed
In-Reply-To: <Pine.LNX.3.95.1000721020656.8152u-100000@tobiasb.funcom.com>
Message-ID: <Pine.LNX.4.21.0007211035260.24496-100000@server.hitzfm.intra>


Content removed




From tobiasb at tobiasb.funcom.com  Thu Jul 20 20:44:40 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Fri, 21 Jul 2000 02:44:40 +0200 (MET DST)
Subject: [rt-users] Perl module problem.
In-Reply-To: <Pine.LNX.4.21.0007211035260.24496-100000@server.hitzfm.intra>
Message-ID: <Pine.LNX.3.95.1000721024322.8152v-100000@tobiasb.funcom.com>

> Yep it exists..
> 
> server:/opt/rt/lib/rt/database# ls
> admin.pm       config.pm      content.pm     manipulate.pm
> 
> .. im confuzzled :-)
> 
> Path problem?

Maybe it's a permission problem.  Check 'ls -al' at the files and at the
directories itself, and the suid_wrapper executable.

-- 
Spell checkers are for wimps
(please send feedback on all typos)







From aos at insync.net  Fri Jul 21 15:50:36 2000
From: aos at insync.net (Andrew)
Date: Fri, 21 Jul 2000 14:50:36 -0500 (CDT)
Subject: [rt-users] Disappearing messages?
Message-ID: <Pine.GSO.4.21.0007211443340.1402-100000@vellocet.insync.net>

Has anyone else experienced disappearing message syndrome with RT?  We're
running the latest release version of RT (and loving it) but lately
messages have started disappearing!  It's really weird.

Sometimes a message will make it as far the web tool (it gets into the
transaction history), but never makes it to the customer (I find no
matching sendmail log entries either).  Other times a message doesn't even
make it into the web tool, but seems to disappear into thin air.

The worst part is I can't find any consistency.  If we resend the exact
same message, it'll usually work the second time.  I haven't been able to
do a lot of investigation of the problem due to this lack of consistency.  
I plan to dig a little deeper, but thought I'd check with the list to see
if anyone else has experienced something similar or has any tips for how
to go about diagnosing the problem.

-Andrew
-- 
Andrew O. Smith - <aos at insync.net>
Sysadmin, Insync Internet Services
Houston, Texas, USA





From jesse at fsck.com  Fri Jul 21 15:55:34 2000
From: jesse at fsck.com (Jesse)
Date: Fri, 21 Jul 2000 15:55:34 -0400
Subject: [rt-users] Disappearing messages?
In-Reply-To: <Pine.GSO.4.21.0007211443340.1402-100000@vellocet.insync.net>; from aos@insync.net on Fri, Jul 21, 2000 at 02:50:36PM -0500
References: <Pine.GSO.4.21.0007211443340.1402-100000@vellocet.insync.net>
Message-ID: <20000721155534.I23884@pallas.fsck.com>

That's no good. Most of the time I've seen this it's been sendmail related.
What version of sendmail are you running? What are the relevant portions
of your config.pm.  Are you sure that sendmail's runnin in queue mode or
is it attempting a single delivery and then falling over?

Is it only losing mail sent by your admin staff or is it losing 
customer-generated mail?

	-j



On Fri, Jul 21, 2000 at 02:50:36PM -0500, Andrew wrote:
> Has anyone else experienced disappearing message syndrome with RT?  We're
> running the latest release version of RT (and loving it) but lately
> messages have started disappearing!  It's really weird.
> 
> Sometimes a message will make it as far the web tool (it gets into the
> transaction history), but never makes it to the customer (I find no
> matching sendmail log entries either).  Other times a message doesn't even
> make it into the web tool, but seems to disappear into thin air.
> 
> The worst part is I can't find any consistency.  If we resend the exact
> same message, it'll usually work the second time.  I haven't been able to
> do a lot of investigation of the problem due to this lack of consistency.  
> I plan to dig a little deeper, but thought I'd check with the list to see
> if anyone else has experienced something similar or has any tips for how
> to go about diagnosing the problem.
> 
> -Andrew
> -- 
> Andrew O. Smith - <aos at insync.net>
> Sysadmin, Insync Internet Services
> Houston, Texas, USA
> 
> 
> 
> _______________________________________________
> 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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
"Bother," said Pooh, "Eeyore, ready two photon torpedoes and lock
phasers on the Heffalump, Piglet, meet me in transporter room three"




From aos at insync.net  Fri Jul 21 16:08:56 2000
From: aos at insync.net (Andrew)
Date: Fri, 21 Jul 2000 15:08:56 -0500 (CDT)
Subject: [rt-users] Disappearing messages?
In-Reply-To: <20000721155534.I23884@pallas.fsck.com>
Message-ID: <Pine.GSO.4.21.0007211457500.1402-100000@vellocet.insync.net>

On Fri, 21 Jul 2000, Jesse wrote:

> That's no good. Most of the time I've seen this it's been sendmail
> related. What version of sendmail are you running?

8.9.3, with another SMTP server set as smarthost, so all non-local mail is
dropped off on the other server for handling.  Very little is done
locally.

> What are the relevant portions of your config.pm.

I guess you mean the options related to mail handling, which are:

    $mailprog = "/usr/lib/sendmail";
    $mail_options = "-oi -t -ODeliveryMode=b -OErrorMode=m";

> Are you sure that sendmail's runnin in queue mode or is it attempting
> a single delivery and then falling over?

sendmail definitely appears to be running properly.  One thing I failed to
mention in my previous note which you may find even more interesting is
that we sometimes see messages that contain no body, but DO have the
footer.  Here's what a recent one looks like:

Date: Fri, 21 Jul 2000 14:21:34 -0500 (CDT)
From: Melanie Sohns <support at insync.net>
Subject: [insync.net #1067] (support) 




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

That's the whole thing.  No idea what Melanie said.  Doesn't appear in the
web tool either.  She is a staff member, so she does have an RT account if
that makes any difference.

Here's where you're going to go, "Oh, you didn't me THAT before":  This
copy of RT has been slightly modified to make it behave a little
differently as far as mail goes.

I didn't like the fact that RT put everybody's addresses in the To header.  
With a reasonably large support team (about 20 people) it starts to get
really cluttered at the top of the mail, plus people tend to "reply to
all" instead of just to the RT alias, so we end up with duplicate mails. I
modified the RT source to change from To to Bcc to make all the addresses
disappear.  I wouldn't think this could be the source of my problem,
though, as I'm not doing anything to the body of the messages, so I don't
see how I could be trashing the entire body as in the above example.

I'll gladly send you my source diffs (privately--no need to subject the
whole lost) if you'd like to take a glance at what I've done.  It's very
little, changed only two or three things.

I've considered just dropping in the unmodified version of RT to see if I
see the same problem, but again figured I'd check here before doing that.

> Is it only losing mail sent by your admin staff or is it losing
> customer-generated mail?

I'm only aware of it losing staff mail, but then again, it's the kind of
problem that I may not notice if it's coming from customers too.  I
haven't seen any trashed-body messages from customers though.

-Andrew
-- 
Andrew O. Smith - <aos at insync.net>
Sysadmin, Insync Internet Services
Houston, Texas, USA






From jim at archer.net  Fri Jul 21 17:22:01 2000
From: jim at archer.net (Jim Archer)
Date: Fri, 21 Jul 2000 17:22:01 -0400
Subject: [rt-users] RT with phone suppor?
Message-ID: <2127447326.964200121@cx795856-a.lncln1.ri.home.com>

Hi All...

I'm looking for a trouble tracking system that will allow problem reportsd 
and help requests to come in either by email, by a user completing a web 
form, or by phone. I expect most of my support staff will be taking phone 
calls.

I have been looking at the RT web site and have read the docs. I have not 
installed it, because my database infrastructure is PostgreSQL, not mSQL.

I was wondering how well RT works in an environment where most of the 
support requests come to the support staff by phone.

Also, can I create different status entries, like "escelated to level 2 
support" if I need to? I expect my first line staff will, at least for a 
while, be escelating many items to the technical staff and I would like to 
be able to follow a request through that escelation to closure.

Thanks!!

Jim





From tobiasb at tobiasb.funcom.com  Sat Jul 22 09:32:52 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Sat, 22 Jul 2000 15:32:52 +0200 (MET DST)
Subject: [rt-users] Disappearing messages?
In-Reply-To: <20000721155534.I23884@pallas.fsck.com>
Message-ID: <Pine.LNX.3.95.1000722152339.8152J-100000@tobiasb.funcom.com>

> That's no good. Most of the time I've seen this it's been sendmail related.

I think I have inserted a hack that makes RT warn or die if it can't send
mail for some reason.  How do you process error messages?  In RT1, one
option is to use Tie::STDERR, you might read the POD or you might put this
line at the top of rtmux.pl:

use Tie::STDERR my at email.com

It might also be an idea to insert some logging right before RT is to send
emails, if it doesn't log when it should, it's RT itself it's something
wrong with.

Be aware that to avoid loops, RT1 blatantly ignore mails from
mailer-deamon and mails which have the line:

Precedence: bulk

or

RT-Loop-Control: your-rt-tag

in the headers.

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From tobiasb at tobiasb.funcom.com  Sat Jul 22 09:44:30 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Sat, 22 Jul 2000 15:44:30 +0200 (MET DST)
Subject: [rt-users] RT with phone suppor?
In-Reply-To: <2127447326.964200121@cx795856-a.lncln1.ri.home.com>
Message-ID: <Pine.LNX.3.95.1000722153904.8152L-100000@tobiasb.funcom.com>

> I was wondering how well RT works in an environment where most of the 
> support requests come to the support staff by phone.

RT is made for emails, not for phone requests.  But it might work, just
use "comment" to put in details about the phonecall, and update the told
whenever a phonecall has occurred.  I know there are commercial packages
out there that, at least according to the salesmen, should be perfectly
capable for handling phone-calls.

In RT2, it's possible to put in attachments.  Maybe audio attachments
would be an option? :)

> Also, can I create different status entries, like "escelated to level 2 
> support" if I need to?

The best thing would be to have a separate queue for level 2 support.  In
RT1, you just move the thing to the right queue.  Another option is to set
the owner to somebody working at 2nd support.

The bad thing about moving it to another queue is that there will not be
sent mail about it (in RT1, at least - actually I don't think we're
supporting queue moving in RT2 for the time beeing?  I think we should :)

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From jim at archer.net  Sat Jul 22 12:26:12 2000
From: jim at archer.net (Jim Archer)
Date: Sat, 22 Jul 2000 12:26:12 -0400
Subject: [rt-users] RT with phone suppor?
In-Reply-To: <Pine.LNX.3.95.1000722153904.8152L-100000@tobiasb.funcom.com>
Message-ID: <2196097986.964268772@cx795856-d.lncln1.ri.home.com>

Thanks, Tobias.

If I understand the RT docs correctly, RT receives an email for an initial 
contact and generates an entry in a database from that entry. Maybe I'm 
wrong on this?

Reguarding phone support, what I was thinking was not that RT would answer 
the phone and take a message, but that a human support person would answer 
the call and use something like a web interface to make an entry into the 
database directly, without having received the email from the customer. So 
I guess I could code up such a program (if it does not exist) or I could 
just have the support staff send an email.

Also, is there any way a customer can use a web interface to check the 
status of their support request?

Thanks again!

Jim


--On Saturday, July 22, 2000 3:44 PM +0200 Tobias Brox 
<tobiasb at tobiasb.funcom.com> wrote:

>> I was wondering how well RT works in an environment where most of the
>> support requests come to the support staff by phone.
>
> RT is made for emails, not for phone requests.  But it might work, just
> use "comment" to put in details about the phonecall, and update the told
> whenever a phonecall has occurred.  I know there are commercial packages
> out there that, at least according to the salesmen, should be perfectly
> capable for handling phone-calls.
>
> In RT2, it's possible to put in attachments.  Maybe audio attachments
> would be an option? :)
>
>> Also, can I create different status entries, like "escelated to level 2
>> support" if I need to?
>
> The best thing would be to have a separate queue for level 2 support.  In
> RT1, you just move the thing to the right queue.  Another option is to set
> the owner to somebody working at 2nd support.
>
> The bad thing about moving it to another queue is that there will not be
> sent mail about it (in RT1, at least - actually I don't think we're
> supporting queue moving in RT2 for the time beeing?  I think we should :)
>
> --
> Spell checkers are for wimps
> (please send feedback on all typos)
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users








From tobiasb at tobiasb.funcom.com  Sat Jul 22 12:47:57 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Sat, 22 Jul 2000 18:47:57 +0200 (MET DST)
Subject: [rt-users] RT with phone suppor?
In-Reply-To: <2196097986.964268772@cx795856-d.lncln1.ri.home.com>
Message-ID: <Pine.LNX.3.95.1000722184302.8152R-100000@tobiasb.funcom.com>

> If I understand the RT docs correctly, RT receives an email for an initial 
> contact and generates an entry in a database from that entry. Maybe I'm 
> wrong on this?

RT initiates a request (or a "ticket") in the database upon either

- an incoming email
- somebody entering a ticket through the web pages
- somebody entering a ticket through the command line tools

I guess it might be difficult making a ticket without issuing an email
address, as the requestors are identified by email addresses rather than
phonenums.

In RT2 (sorry, I don't have a clue about when RT 2.0 will be ready) each
requestor will also have an entry in the user table, so it will be
possible to attach more information to them, like phonenum, comments, etc.

> Reguarding phone support, what I was thinking was not that RT would answer 
> the phone and take a message, but that a human support person would answer 
> the call and use something like a web interface to make an entry into the 
> database directly, without having received the email from the customer.

That's how I also understood it.  Though maybe in RT 4.5 (due to summer
2015), we should also have a built-in automatical telephone answering
system in RT ... if telephones still are beeing used in 2015 ;))

> Also, is there any way a customer can use a web interface to check the 
> status of their support request?

In RT1, this is not possible (except if you hack in some hooks for it).
It is one of the promised features for RT 2.0.

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From jdfalk at mail-abuse.org  Sat Jul 22 14:04:33 2000
From: jdfalk at mail-abuse.org (J.D. Falk)
Date: Sat, 22 Jul 2000 11:04:33 -0700
Subject: [rt-users] Disappearing messages?
In-Reply-To: <Pine.LNX.3.95.1000722152339.8152J-100000@tobiasb.funcom.com>; from tobiasb@tobiasb.funcom.com on Sat, Jul 22, 2000 at 03:32:52PM +0200
References: <20000721155534.I23884@pallas.fsck.com> <Pine.LNX.3.95.1000722152339.8152J-100000@tobiasb.funcom.com>
Message-ID: <20000722110433.C1002@mail-abuse.org>

On 07/22/00, Tobias Brox <tobiasb at tobiasb.funcom.com> wrote: 

> Be aware that to avoid loops, RT1 blatantly ignore mails from
> mailer-deamon and mails which have the line:
> 
> Precedence: bulk
> 
> or
> 
> RT-Loop-Control: your-rt-tag
> 
> in the headers.

	By "blatantly ignore," Tobias means that it sends 'em to
	/dev/null without logging anything.  I modified out this bit of
	code pretty quickly; MAPS gets a lot of important, non-bounce
	mail from postmaster addresses.

-- 
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 tobiasb at tobiasb.funcom.com  Sat Jul 22 14:21:34 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Sat, 22 Jul 2000 20:21:34 +0200 (MET DST)
Subject: [rt-users] Disappearing messages?
In-Reply-To: <20000722110433.C1002@mail-abuse.org>
Message-ID: <Pine.LNX.3.95.1000722202017.8152Y-100000@tobiasb.funcom.com>

> 	By "blatantly ignore," Tobias means that it sends 'em to
> 	/dev/null without logging anything.

This is handled a lot better in RT2; a warning/error is logged, and the
transaction is saved (though it doesn't send out mail to the interessted
parties), so it's possible to see it through the web view or the command
line tool.

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From jim at archer.net  Sat Jul 22 16:21:15 2000
From: jim at archer.net (Jim Archer)
Date: Sat, 22 Jul 2000 16:21:15 -0400
Subject: [rt-users] RT with phone suppor?
In-Reply-To: <Pine.LNX.3.95.1000722184302.8152R-100000@tobiasb.funcom.com>
Message-ID: <2210200766.964282875@cx795856-d.lncln1.ri.home.com>

OK, thanks again, Tobias.

It looks as though 2.0 will have some stuff I need, including the 
requester's web interface, support for requesters without email addresses 
and support for PostgreSQL (I read that on the web site).

Thanks!

Jim

--On Saturday, July 22, 2000 6:47 PM +0200 Tobias Brox 
<tobiasb at tobiasb.funcom.com> wrote:

>> If I understand the RT docs correctly, RT receives an email for an
>> initial  contact and generates an entry in a database from that entry.
>> Maybe I'm  wrong on this?
>
> RT initiates a request (or a "ticket") in the database upon either
>
> - an incoming email
> - somebody entering a ticket through the web pages
> - somebody entering a ticket through the command line tools
>
> I guess it might be difficult making a ticket without issuing an email
> address, as the requestors are identified by email addresses rather than
> phonenums.
>
> In RT2 (sorry, I don't have a clue about when RT 2.0 will be ready) each
> requestor will also have an entry in the user table, so it will be
> possible to attach more information to them, like phonenum, comments, etc.
>
>> Reguarding phone support, what I was thinking was not that RT would
>> answer  the phone and take a message, but that a human support person
>> would answer  the call and use something like a web interface to make an
>> entry into the  database directly, without having received the email
>> from the customer.
>
> That's how I also understood it.  Though maybe in RT 4.5 (due to summer
> 2015), we should also have a built-in automatical telephone answering
> system in RT ... if telephones still are beeing used in 2015 ;))
>
>> Also, is there any way a customer can use a web interface to check the
>> status of their support request?
>
> In RT1, this is not possible (except if you hack in some hooks for it).
> It is one of the promised features for RT 2.0.
>
> --
> Spell checkers are for wimps
> (please send feedback on all typos)
>








From tobiasb at tobiasb.funcom.com  Sat Jul 22 16:42:17 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Sat, 22 Jul 2000 22:42:17 +0200 (MET DST)
Subject: [rt-users] RT with phone suppor?
In-Reply-To: <2210200766.964282875@cx795856-d.lncln1.ri.home.com>
Message-ID: <Pine.LNX.3.95.1000722223754.8152b-100000@tobiasb.funcom.com>

> It looks as though 2.0 will have some stuff I need, including the 
> requester's web interface, support for requesters without email addresses 
> and support for PostgreSQL (I read that on the web site).

RT2 is officially not ready for beeing used yet, it misses some cruical
things like access control and changing queues, and the installation
process is probably missing some pieces ... but still, I would recommend
those that are interessted (and are prepared to spend some time fighting
with it) to having a look at it.  Actually we do use the RT2 that is in
the CVS today (tag rt-1-1 of historical reasons) in the production here,
just with some slight modifications in config.pm and rtmux.pl. 

However, the CVS version is expected to destabilize and restabilize a bit
before we're getting closer to beta release.

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From jesse at fsck.com  Sat Jul 22 18:09:28 2000
From: jesse at fsck.com (Jesse)
Date: Sat, 22 Jul 2000 18:09:28 -0400
Subject: [rt-users] Disappearing messages?
In-Reply-To: <20000722110433.C1002@mail-abuse.org>; from jdfalk@mail-abuse.org on Sat, Jul 22, 2000 at 11:04:33AM -0700
References: <20000721155534.I23884@pallas.fsck.com> <Pine.LNX.3.95.1000722152339.8152J-100000@tobiasb.funcom.com> <20000722110433.C1002@mail-abuse.org>
Message-ID: <20000722180928.N23884@pallas.fsck.com>

Actually, I couldn't find the code that does the Precedence check in RT1.

I think the "right" thing for RT2 to do long term is that if there's mail that
it's 'afraid' to handle, it should send it to rt-owner at site (configurable,
of course) which should be explicitly set to a human....


On Sat, Jul 22, 2000 at 11:04:33AM -0700, J.D. Falk wrote:
> On 07/22/00, Tobias Brox <tobiasb at tobiasb.funcom.com> wrote: 
> 
> > Be aware that to avoid loops, RT1 blatantly ignore mails from
> > mailer-deamon and mails which have the line:
> > 
> > Precedence: bulk
> > 
> > or
> > 
> > RT-Loop-Control: your-rt-tag
> > 
> > in the headers.
> 
> 	By "blatantly ignore," Tobias means that it sends 'em to
> 	/dev/null without logging anything.  I modified out this bit of
> 	code pretty quickly; MAPS gets a lot of important, non-bounce
> 	mail from postmaster addresses.
> 
> -- 
> J.D. Falk                                             "Laughter is the sound
> Product Manager                          that knowledge makes when it's born."
> Mail Abuse Prevention System LLC                  -- The Cluetrain Manifesto
> 
> 
> _______________________________________________
> 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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
I think co-ordinating 1000 prima donnas living all over the world will be as 
easy as herding cats..." -- Andy Tanenbaum on the linux development model, 1992




From tobiasb at tobiasb.funcom.com  Sat Jul 22 18:30:37 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Sun, 23 Jul 2000 00:30:37 +0200 (MET DST)
Subject: [rt-users] Disappearing messages?
In-Reply-To: <20000722180928.N23884@pallas.fsck.com>
Message-ID: <Pine.LNX.3.95.1000723002605.8152e-100000@tobiasb.funcom.com>

> I think the "right" thing for RT2 to do long term is that if there's
> mail that it's 'afraid' to handle, it should send it to rt-owner at site
> (configurable, of course) which should be explicitly set to a human.... 

The right thing is to log it as an alarm message, and the right
thing of the local RT administrator is to configure RT to log such errors
to mail (or eventually even a beeper).  The right thing is also to record
the transaction, but avoid sending mail about it.  That's how RT2 works
today, and I think it's good enough.  

Well, I must admit that I've done at least one dirty hack to get this
working, but if we're to find some better way to do it, we should discuss
it privately or at the rt-devel list.  I think the logic itself is as
perfect as it can be.

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From jesse at fsck.com  Sat Jul 22 22:18:44 2000
From: jesse at fsck.com (Jesse)
Date: Sat, 22 Jul 2000 22:18:44 -0400
Subject: [rt-users] Disappearing messages?
In-Reply-To: <Pine.LNX.3.95.1000723002605.8152e-100000@tobiasb.funcom.com>; from tobiasb@tobiasb.funcom.com on Sun, Jul 23, 2000 at 12:30:37AM +0200
References: <20000722180928.N23884@pallas.fsck.com> <Pine.LNX.3.95.1000723002605.8152e-100000@tobiasb.funcom.com>
Message-ID: <20000722221844.O23884@pallas.fsck.com>

[followups to rt-devel, please]

On Sun, Jul 23, 2000 at 12:30:37AM +0200, Tobias Brox wrote:
> > I think the "right" thing for RT2 to do long term is that if there's
> > mail that it's 'afraid' to handle, it should send it to rt-owner at site
> > (configurable, of course) which should be explicitly set to a human.... 
> 
> The right thing is to log it as an alarm message, and the right
> thing of the local RT administrator is to configure RT to log such errors
> to mail (or eventually even a beeper).  The right thing is also to record
> the transaction, but avoid sending mail about it.  That's how RT2 works
> today, and I think it's good enough.  
>

It is not always right to log the transaction. In _most_ cases I've dealt with, that would be the wrong thing to do. Which means that it should be configurable
if it exists at all. 
 

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




From aos at insync.net  Sat Jul 22 22:57:03 2000
From: aos at insync.net (Andrew)
Date: Sat, 22 Jul 2000 21:57:03 -0500 (CDT)
Subject: [rt-users] Disappearing messages?
In-Reply-To: <Pine.LNX.3.95.1000722152339.8152J-100000@tobiasb.funcom.com>
Message-ID: <Pine.GSO.4.21.0007222150100.18206-100000@vellocet.insync.net>

On Sat, 22 Jul 2000, Tobias Brox wrote:

> use Tie::STDERR my at email.com

Neat.  I'll be sure to turn that on.

As Jesse suggested, I put bone-stock RT back, but I'm still receiving
blank messages.  I found something in the logs today that I'd never
noticed before, and I suspect we have our culprit:

Jul 22 16:22:33 ops sendmail[633]: QAA00632: to=|"/usr/local/rt/bin/stripmime support correspond", delay=00:00:03, xdelay=00:00:02, mailer=prog, stat=unknown mailer error 2
Jul 22 16:22:33 ops sendmail[633]: QAA00632: QAA00633: DSN: unknown mailer error 2

Aha.  That showed up in the logs just moments before RT fired off the
blank mail, so it could be stripmime is barfing on something.

I'm going to whip up a little wrapper for stripmime to capture stderr and
see where it's dying.

In the meantime, anyone seen this kind of error from stripmime before?

-Andrew
-- 
Andrew O. Smith - <aos at insync.net>
Sysadmin, Insync Internet Services
Houston, Texas, USA







From jesse at fsck.com  Sun Jul 23 00:57:35 2000
From: jesse at fsck.com (Jesse)
Date: Sun, 23 Jul 2000 00:57:35 -0400
Subject: [rt-users] Disappearing messages?
In-Reply-To: <Pine.GSO.4.21.0007222150100.18206-100000@vellocet.insync.net>; from aos@insync.net on Sat, Jul 22, 2000 at 09:57:03PM -0500
References: <Pine.LNX.3.95.1000722152339.8152J-100000@tobiasb.funcom.com> <Pine.GSO.4.21.0007222150100.18206-100000@vellocet.insync.net>
Message-ID: <20000723005735.V23884@pallas.fsck.com>

Oh. stripmime could indeed be doing that. Try pulling it out of the mix.


On Sat, Jul 22, 2000 at 09:57:03PM -0500, Andrew wrote:
> On Sat, 22 Jul 2000, Tobias Brox wrote:
> 
> > use Tie::STDERR my at email.com
> 
> Neat.  I'll be sure to turn that on.
> 
> As Jesse suggested, I put bone-stock RT back, but I'm still receiving
> blank messages.  I found something in the logs today that I'd never
> noticed before, and I suspect we have our culprit:
> 
> Jul 22 16:22:33 ops sendmail[633]: QAA00632: to=|"/usr/local/rt/bin/stripmime support correspond", delay=00:00:03, xdelay=00:00:02, mailer=prog, stat=unknown mailer error 2
> Jul 22 16:22:33 ops sendmail[633]: QAA00632: QAA00633: DSN: unknown mailer error 2
> 
> Aha.  That showed up in the logs just moments before RT fired off the
> blank mail, so it could be stripmime is barfing on something.
> 
> I'm going to whip up a little wrapper for stripmime to capture stderr and
> see where it's dying.
> 
> In the meantime, anyone seen this kind of error from stripmime before?
> 
> -Andrew
> -- 
> Andrew O. Smith - <aos at insync.net>
> Sysadmin, Insync Internet Services
> Houston, Texas, USA
> 
> 
> 
> 
> 
> _______________________________________________
> 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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
I think co-ordinating 1000 prima donnas living all over the world will be as 
easy as herding cats..." -- Andy Tanenbaum on the linux development model, 1992




From aos at insync.net  Sun Jul 23 01:45:44 2000
From: aos at insync.net (Andrew)
Date: Sun, 23 Jul 2000 00:45:44 -0500 (CDT)
Subject: [rt-users] Disappearing messages?
In-Reply-To: <20000723005735.V23884@pallas.fsck.com>
Message-ID: <Pine.GSO.4.21.0007230044140.4881-100000@vellocet.insync.net>

On Sun, 23 Jul 2000, Jesse wrote:

> Oh. stripmime could indeed be doing that. Try pulling it out of the mix.

For the moment, I'm just capturing stripmime's stderr to a file, and I'm
copying all incoming mail to a regular spool.  When it happens again, I
should have both stripmime's output and a copy of the offending mail for
further testing.

I'll let y'all know what I find...

-Andrew
-- 
Andrew O. Smith - <aos at insync.net>
Sysadmin, Insync Internet Services
Houston, Texas, USA





From m.ludl at gigabell.net  Mon Jul 24 05:52:45 2000
From: m.ludl at gigabell.net (m.ludl at gigabell.net)
Date: Mon, 24 Jul 2000 11:52:45 +0200 (CEST)
Subject: [rt-users] Import an excelsheet into rt
Message-ID: <20000724095710.879F830E802@fsck.com>

Hi all,

Does someone import an Excelsheet into rt before or does someone 
know a easy way to solve this prob?

The following situation:

We use rt for our callcenter.
If a new custumer are connected, we open a new ticket (for our
helpdeskagents, becaus they ring em up). 
If he (our customer) have no problems, we close the ticket.
Now we get 20000 new customers (and a Excel-sheet) more.

Thanx 
Michael

p.s. sorry for for my bad english.....



-- 
Mit besten Gruessen 
Michael Ludl
Fon: +49 (69) 170 84-900                    
Fax: +49 (69) 170 84-900                                Gigabell 
************************************************ The net works******** 


neu: Internet fuer 0,00 Pfg/Min - freeOKAY.NET
Anmelden unter: http://www.okay.net <http://www.okay.net> 
**********************************************************************
 





From tonywa at is.co.za  Mon Jul 24 08:21:24 2000
From: tonywa at is.co.za (Tony Wade)
Date: Mon, 24 Jul 2000 14:21:24 +0200
Subject: [rt-users] Anyone Using RT with Qmail
Message-ID: <E3453EC6C52ED3118E7E0090275CD47C090B99CE@isjhbex.is.co.za>

Hi all, 

I have just configured and installed RT. The only problem I am having is
with the MailGate. I use Qmail instead of Sendmail. 

Can someone explain to me how to get the mailgate working ?

Tony Wade (Postmaster)
The Internet Solution
Tel:	(+27 11) 283 5483
Mobile: (+27 83) 326 9866
E-mail:      postmaster at is.co.za
#include <std/disclaimer.h>






From anil at recoil.org  Mon Jul 24 08:29:00 2000
From: anil at recoil.org (Anil Madhavapeddy)
Date: Mon, 24 Jul 2000 13:29:00 +0100
Subject: [rt-users] Anyone Using RT with Qmail
In-Reply-To: <E3453EC6C52ED3118E7E0090275CD47C090B99CE@isjhbex.is.co.za>
Message-ID: <IFEAIEDBCBBBJEGFCJAFIENBCBAA.anil@recoil.org>

Tony Wade wrote:
> 
> I have just configured and installed RT. The only problem I am having is
> with the MailGate. I use Qmail instead of Sendmail. 
> 

In ~alias/.qmail-rt put:

|"/usr/local/rt/bin/rt-mailgate"

With the right path and username for the alias of course.

You can setup additional aliases for commands, but I didn't bother with
those as my users only use the web interface.

--
Anil Madhavapeddy, <anil at recoil.org>                   




From tobiasb at tobiasb.funcom.com  Mon Jul 24 08:37:12 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Mon, 24 Jul 2000 14:37:12 +0200 (MET DST)
Subject: [rt-users] Anyone Using RT with Qmail
In-Reply-To: <E3453EC6C52ED3118E7E0090275CD47C090B99CE@isjhbex.is.co.za>
Message-ID: <Pine.LNX.3.95.1000724143445.8152C-100000@tobiasb.funcom.com>

> I have just configured and installed RT. The only problem I am having is
> with the MailGate. I use Qmail instead of Sendmail. 
> 
> Can someone explain to me how to get the mailgate working ?

Hm, I've used qmail once ... you should create one file for each
mailing alias ... I think it should be named somehting like
~alias/.qmail-myalias ... and I think it should contain one like this:

|/dir/to/rt correspond general

I might check it up better if this doesn't help you.

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From tobiasb at tobiasb.funcom.com  Mon Jul 24 08:40:13 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Mon, 24 Jul 2000 14:40:13 +0200 (MET DST)
Subject: [rt-users] Anyone Using RT with Qmail
In-Reply-To: <E3453EC6C52ED3118E7E0090275CD47C090B99CE@isjhbex.is.co.za>
Message-ID: <Pine.LNX.3.95.1000724143757.8152D-100000@tobiasb.funcom.com>

> I have just configured and installed RT. The only problem I am having is
> with the MailGate. I use Qmail instead of Sendmail. 

...and when you have created that file, you have to do a `chmod a-w' at
the file before it starts working.

The good thing with qmail is that ordinary users very easily can use the
same method for setting up their own mailing aliases and/or queues, i.e.
if you make a file ~tonywa/.qmail-todo that points to a queue tonywa-todo,
all mail to tonywa-todo at is.co.za goes into this queue.

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From tonywa at is.co.za  Mon Jul 24 09:21:49 2000
From: tonywa at is.co.za (Tony Wade)
Date: Mon, 24 Jul 2000 15:21:49 +0200
Subject: [rt-users] Sending mail error
Message-ID: <E3453EC6C52ED3118E7E0090275CD47C090B99D5@isjhbex.is.co.za>

Hi all,

Is there a way that I can change how the script sends email.

Instead of using /usr/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m
 get it to use "cat message |mail -s "Subject" user at domain.com 

sendmail: illegal option -- O
sendmail: usage: sendmail [ -t ] [ -fsender ] [ -Fname ] [ -bp ] [ -bs ] [
arg ... ]
Could not send mail :(

Tried to launch this command: /usr/lib/sendmail -oi -t -ODeliveryMode=b
-OErrorMode=m
[Mon Jul 24 15:17:06 2000] [error] [client 127.0.0.1] Premature end of
script headers: /opt/rt/bin/cgi/webrt.cgi

Tony Wade (Postmaster)
The Internet Solution
Tel:	(+27 11) 283 5483
Mobile: (+27 83) 326 9866
E-mail:      postmaster at is.co.za
#include <std/disclaimer.h>






From tobiasb at tobiasb.funcom.com  Mon Jul 24 09:47:37 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Mon, 24 Jul 2000 15:47:37 +0200 (MET DST)
Subject: [rt-users] Sending mail error
In-Reply-To: <E3453EC6C52ED3118E7E0090275CD47C090B99D5@isjhbex.is.co.za>
Message-ID: <Pine.LNX.3.95.1000724154432.1795A-100000@tobiasb.funcom.com>

> Is there a way that I can change how the script sends email.

Yes, there should be ... check for "sendmail" in config.pm.

> Instead of using /usr/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m
>  get it to use "cat message |mail -s "Subject" user at domain.com 

Hm ... you should use a mailer that accepts mail with header lines.  I
don't remember the exact usage of qmail ... but there should be a sendmail
emulator with it.

> sendmail: usage: sendmail [ -t ] [ -fsender ] [ -Fname ] [ -bp ] [ -bs ] [
> arg ... ]
> Could not send mail :(

Yeah, exactly.  Just set $mail_options to "" in
/path/to/your/rt/etc/config.pm ... or wherever that file is.

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From thommen at inf.ethz.ch  Mon Jul 24 10:51:05 2000
From: thommen at inf.ethz.ch (Frank Thommen)
Date: Mon, 24 Jul 2000 16:51:05 +0200
Subject: [rt-users] how can i customize the rt web ui?
Message-ID: <200007241451.QAA29036@algonquin.inf.ethz.ch>

hi,

there are several things, we would like to customize in the rt's web ui (e.g. 
colors of title bars, header fields shown in the ticket details, mail header 
fields of replies sent to requestors etc.).  where can i do these 
customizations?

tia

     frank
     software support group d-infk, ethz

----------
Frank Thommen, Stabstelle Software, D-INFK, ETH Zuerich
E-Mail: thommen at inf.ethz.ch; Tel: +41-1-63 36092 (Mo-Do)
----------





From jesse at fsck.com  Mon Jul 24 10:55:44 2000
From: jesse at fsck.com (Jesse)
Date: Mon, 24 Jul 2000 10:55:44 -0400
Subject: [rt-users] how can i customize the rt web ui?
In-Reply-To: <200007241451.QAA29036@algonquin.inf.ethz.ch>; from thommen@inf.ethz.ch on Mon, Jul 24, 2000 at 04:51:05PM +0200
References: <200007241451.QAA29036@algonquin.inf.ethz.ch>
Message-ID: <20000724105544.C23884@pallas.fsck.com>

Sadly, you'll need to actually edit the code. probably in
rt/lib/rt/ui/web/*.pm.  RT was written before templating systems came into
vogue :/ We're working on something better.

	Jesse


On Mon, Jul 24, 2000 at 04:51:05PM +0200, Frank Thommen wrote:
> hi,
> 
> there are several things, we would like to customize in the rt's web ui (e.g. 
> colors of title bars, header fields shown in the ticket details, mail header 
> fields of replies sent to requestors etc.).  where can i do these 
> customizations?
> 
> tia
> 
>      frank
>      software support group d-infk, ethz
> 
> ----------
> Frank Thommen, Stabstelle Software, D-INFK, ETH Zuerich
> E-Mail: thommen at inf.ethz.ch; Tel: +41-1-63 36092 (Mo-Do)
> ----------
> 
> 
> 
> _______________________________________________
> 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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
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"]




From tobiasb at tobiasb.funcom.com  Mon Jul 24 11:10:40 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Mon, 24 Jul 2000 17:10:40 +0200 (MET DST)
Subject: [rt-users] how can i customize the rt web ui?
In-Reply-To: <200007241451.QAA29036@algonquin.inf.ethz.ch>
Message-ID: <Pine.LNX.3.95.1000724170826.1965G-100000@tobiasb.funcom.com>

> there are several things, we would like to customize in the rt's web ui (e.g. 
> colors of title bars, header fields shown in the ticket details, mail header 
> fields of replies sent to requestors etc.).  where can i do these 
> customizations?

That's very difficult - in RT1, all the web stuff is hardcoded in the
code.  In RT2, it's trivial to do local customizations, but RT 2.0 is not
released yet.  I have no clue about when it can be ready, Jesse seems
rather busy for the time beeing.  I am actually using RT2 as it is in the
CVS (just with a slightly modified config.pm and rtmux.pl) in the local
production ... but it's missing some cruical things like access control.

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From deborah at curl.com  Mon Jul 24 11:20:08 2000
From: deborah at curl.com (deborah kaplan)
Date: Mon, 24 Jul 2000 11:20:08 -0400 (EDT)
Subject: [rt-users] Sending mail error
In-Reply-To: <Pine.LNX.3.95.1000724154432.1795A-100000@tobiasb.funcom.com>
Message-ID: <Pine.LNX.4.21.0007241119210.31920-100000@clock-king.curl.com>

On Mon, 24 Jul 2000, Tobias Brox wrote:

|> Is there a way that I can change how the script sends email.
|
|Yes, there should be ... check for "sendmail" in config.pm.
|
|> Instead of using /usr/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m
|>  get it to use "cat message |mail -s "Subject" user at domain.com 
|
|Hm ... you should use a mailer that accepts mail with header lines.  I
|don't remember the exact usage of qmail ... but there should be a sendmail
|emulator with it.

we use the qmail sendmail emulator, and the lines in config.pm
are:

   $mailprog = "/usr/lib/sendmail";
       $mail_options = "-oi -t";




-deborah





From detertj at msoe.edu  Mon Jul 24 14:18:02 2000
From: detertj at msoe.edu (Jonathan Detert)
Date: Mon, 24 Jul 2000 13:18:02 -0500
Subject: [rt-users] how to delete a ticket?
Message-ID: <20000724131802.K16088@nurd.msoe.edu>

I don't see a way to delete a ticket via the web or the email interface.
Does the cli support this?  Otherwise, how?

thanks
-- 
Happy Landings,

Jon Detert
Unix System Administrator, Milwaukee School of Engineering
1025 N. Broadway, Milwaukee, Wisconsin 53202




From jesse at fsck.com  Mon Jul 24 14:15:08 2000
From: jesse at fsck.com (Jesse)
Date: Mon, 24 Jul 2000 14:15:08 -0400
Subject: [rt-users] how to delete a ticket?
In-Reply-To: <20000724131802.K16088@nurd.msoe.edu>; from detertj@msoe.edu on Mon, Jul 24, 2000 at 01:18:02PM -0500
References: <20000724131802.K16088@nurd.msoe.edu>
Message-ID: <20000724141508.I23884@pallas.fsck.com>

rt -kill on the cli
In the webui, change the status to "dead"


On Mon, Jul 24, 2000 at 01:18:02PM -0500, Jonathan Detert wrote:
> I don't see a way to delete a ticket via the web or the email interface.
> Does the cli support this?  Otherwise, how?
> 
> thanks
> -- 
> Happy Landings,
> 
> Jon Detert
> Unix System Administrator, Milwaukee School of Engineering
> 1025 N. Broadway, Milwaukee, Wisconsin 53202
> 
> 
> _______________________________________________
> 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 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
Pelcgb-serrqbz abj!




From egoodwin at unimatrix.com  Mon Jul 24 16:59:28 2000
From: egoodwin at unimatrix.com (R. Eriks Goodwin)
Date: Mon, 24 Jul 2000 16:59:28 -0400
Subject: [rt-users] Kill button?
Message-ID: <397CAE2F.42100139@unimatrix.com>

Would it be possible to include a "kill button" next to ticket numbers that
would appear to admins only and would serve to allow for quick killing of a
request that is obviously not in the right place?  (for example, bulk email that
finds its way into the system, etc)

Thanks,
Eriks






From tobix at tobiasb.funcom.com  Mon Jul 24 23:32:15 2000
From: tobix at tobiasb.funcom.com (Tobias Brox)
Date: Tue, 25 Jul 2000 05:32:15 +0200
Subject: [rt-users] Code fork
Message-ID: <200007250332.FAA01761@tobserve.funcom.com>

I don't know if it has been noticeable at the mailing lists, but
anyway there have been some friction between Jesse and me.  We have a
bit different coding style and different ways of seeing things.  I've
always considered this to be an advantage, because the compromises we
land at often seems like better solutions than either of the
suggestions.  Anyway, I guess Jesse is tired of arguing with me, and
it has eventually comen so far that a code fork is inevitable.  I
really hadn't believed this just a week ago...  To quote Jesse:

      Your goals are fundamentally in conflict with the project's
      goals. Because of your short-term goals, the longterm
      maintainability and extensability of the codebase is suffering.
      I appreciate all the hard work you've put into RT over the past
      year or two, however, this has become an unresolvable conflict.

My first pri short term goal is to serve Funcom Support Department by
putting in whatever features they want to see in our local RT2 version
(or eventually telling them why the wanted feature is a bad idea).  I
can understand that Jesse want to release a RT 2.0 without too much
"jingle&bells", and that much of what we see as essential here at
Funcom doesn't fit everywhere.  However, most of those "doubious
features" are in the web templates, and can easily be removed.

My priority two "short term goal" is to get RT out to the people.  I'd
really like to see a working beta before the 14th of August.  Jesse
thinks that RT2 is absolutely not ready for production.  Well, I can
agree to some extent - most users out there will probably either have
problems with the installation, or they will find that it lacks some
key features.  BUT I have to stress that we actually do use it
extensively in the local production, and that we are quite satisfied
with it.  I'm intending to move the last queues from RT1 during the
day!  We've had no significant problems with RT2 so far - knock on
wood!

I'm deeply concerned with the slow development of RT2.  All time
estimates have been successfully broken.  I don't know what plans
Jesse has for RT2, but it seems more and more to me like a one man
cathedral project than a baazar project, ref. Eric Raymond at
http://www.tuxedo.org/~esr/writings/cathedral-bazaar/ - I don't blame
Jesse for beeing busy with other things than developing RT2, but it is
indeed slowing down the RT2 development considerably.

In my opinion there has been a crying demand for a successor/upgrade
of RT1 already since before the 1.0 release.  RT2 is long overdue. Our
local RT1 version is very feature-rich compared to the official RT1
release - there is tons of enhancements.  I'm not touching it unless I
really have to, not only because it's an ugly hack collection, but
also because it has been a dead development path all since Jesse
suddently decided to skip the development of RT 1.1...

So, I have now set up a project at sourceforge for TwoRT? - The
Working Request Tracker.  I guess it will be available during the day,
I will move all sources over to the CVS there.  I also want to set up
a working demo instance somewhere; I'd appreciate it deeply if anybody
can assist me in finding a location outside a firewall where I can run
either fcgi (that's just normal cgi, except that the perl binary has
to be statically linked with the fcgi-libraries) or mod_perl.  I want
TwoRT to be self-hosting, all user requests and bug reports should be
stored in TwoRT.

Here is the major things that are missing from TwoRT (and also RT2):

1 Access control.  Actually I can manage without for the moment.  I
  have no clue about how far Jesse has gotten with it.  In the worst
  case, I think I can handle that in two weeks if I work hard on it.

2 Keyword handling, a system that is to replace the areas.  I'll steal
  a bit from Knowledge Base, a system Jesse has hacked together.  It
  will take me four days of intensive working to fix this.

3 Admin tools.  Administration can be done in SQL, eventually it will
  take me four days to hack together some simple web interface.

4 Ports to different database systems.  That will hopefully be an easy
  task, and I think the interessted parties can manage to do this
  themselves.

5 Converting / Linking tool between RT1 and TwoRT.

Anything else?

RT2 and TwoRT will probably develop in a bit different directions.  My
version will be more feature-rich, and probably the code will be a bit
more "hacky".  This will probably lead to higher complexity, more
bugs, slower code, less maintainability - anyway, I think the code is
so modular by now that those disadvantages can be kept to a minimum.
Just as a sidenote, our full-featured RT1-branch has never had
problems, except when my disk has been overflowing, and eventually
when my old version of mysql decided to do a lot of random things.  I
will try to satisfy everybody, and if somebody have made some features
that there is some demand for, and which might be better to have in
the codebase than as add-on modules, then I will probably incorporate
that.  I will give anyone that seems fit for it developer status in
the CVS.

Another thing, my experiences are geared towards support towards
external "clueless" "customers" rather than in-house technical
support.  Naturally, I think my TwoRT will be more geared towards this
usage; while in-house technically aware requestors usually preffers to
get as much insight into RT and their request as possible, the average
external requestor should have a pleasant, warm feeling that he is
communicating directly and personally with the support personell.

RT is frequently beeing used for monitoring worktasks.  I think it
sucks at it.  I have started setting up a Project Management Tool
built on the top of RT ... hem, TwoRT that is .. :) It's of course
_not_ a full-blooded Project Management Tool, but to say it this way
... the few features I've putted into it until now does indeed work,
and I am using them locally.  I'm considering it to be a prototype
experiment, experience from this can be taken over to the fields of
Asset Tracking, Bug tracking, etc.

So, to be short:

- If you're completely happy with RT1, you shouldn't care at all as
  for now.

- If you'd like to wait until next year? for a perfect, stable RT2 that
  runs right out of the box, but might miss some of the fancy the
  features you want, you should definitively hang around for RT2.

- If you'd like a feature-rich, easy customizable, easy hackable
  request tracker, and if you have the patience of setting up a system
  that most probably won't run at the first try, you should
  definitively go for TwoRT.

- If you would like any of those related products (Asset Tracker,
  Project Manager, etc), you should also have a look at TwoRT.

I will of course continue to monitor the development of RT2 and steal
whatever I find interessting from this project.  I also think the
database schemas will be fairly compatible - if there will be changes,
I will probably provide a converting tool.  I will also allow for
inter-instance linking between RT2 instances and TwoRT instances - as
far as it is in my power.  I hate code forks, and I will eventually be
open for a merging in the future.  Actually I think neither me nor
Jesse have what it takes to make the perfect RT2 alone.

? Just a suggestion.  I don't like it very well myself - I'm open for
better suggestions.  I'll also change it if Jesse finds it too
offensive :)

? I hope I'm incorrect about this, but I do have a slight feeling it's
going that way.

-- 
Tobias Brox, +47 22 925 871




From airboss at bitstream.net  Tue Jul 25 00:29:37 2000
From: airboss at bitstream.net (Dan Debertin)
Date: Mon, 24 Jul 2000 21:29:37 -0700
Subject: [rt-users] Code fork
In-Reply-To: <200007250332.FAA01761@tobserve.funcom.com>
Message-ID: <Pine.SGI.4.21.0007242104110.1085-100000@copper.air-boss.net>

Tobias,	
	I have to say that this saddens me quite a bit. I can't claim to
be privy to the ins & outs of your working relationship with Jesse, but I
can tell you this -- RT as it stands in its stable version is dependable,
reasonably full-featured, well-supported, and easy to use &
administer. Why would you want to break that by putting forth a version
that is (as you admit) hacky, not well supported, and a bear to install,
all in the name of getting the product out the door faster? It is thinking
like that which gave us the abominations like Windows 98 and XEmacs ;)

To quote RMS (gratuitously), I would rather use stable, well-thought-out,
"Done-right-the-first-time" GNU tools than the more feature-rich,
bug-full, downright scandalous offerings of those who want to ship their
product ASAP and let the user base debug it for them. Forgive the
comparison, but I think it's called for here.

I know from watching my own cadre of sysadmins and coders that conflict is
a _good_ thing. We've sat and harangued eachother for hours on end over
policy, coding style, direction, and all manner of things. Generally, this
is the atmosphere that is most conducive to bringing out what each person
excels at the most, and funnelling bullshit down to the bottom of the
heap. Very seldom, provided all parties are mature, does it devolve into
poisonousness.

It is endemic to a software project that you will exceed your deadlines.
for the deadline is writing you a check. This is free software! If it's
really important for an RT user to have a feature *right now*, and they
won't let it go, offer to work tirelessly on it provided a small stipend
of some sort. I would rather pay you to hack on RT than pay the huge sums
that I would have to for a commercial product that I know isn't bug-free.

As you said yourself:

> Actually I think neither me nor
> Jesse have what it takes to make the perfect RT2 alone.

If this is true, you should continue to hack on it together. It is my
opinion that software is best produced slowly and deliberately, not by
piling ugly hack upon ugly hack.

But again, I don't know what goes on between you and Jesse. Perhaps there
are irreconcilable differences, and if true, a code fork would make me
quite sad.

~Dan D.
___________________________________________________________________
++ I feel the earth move.
++ I feel the tumbling down, the tumbling down.

Dan Debertin
Senior Systems Administrator
Bitstream Underground, LLC
airboss at bitstream.net








From jesse at fsck.com  Tue Jul 25 01:12:11 2000
From: jesse at fsck.com (Jesse)
Date: Tue, 25 Jul 2000 01:12:11 -0400
Subject: [rt-users] State of the Project
Message-ID: <20000725011211.S23884@pallas.fsck.com>

It's probably about time for another state-of-the-project address.  There's
good news to report and there's bad news.  

	The good news is that RT2 is really taking shape.  As the product stands today, it has:

	*	A solid, scalable core.(On my desktop box, RT2 can create over 
		250 tickets a minute!)
	*	Clean, extensible interfaces
	*	A fast, easily modifiable template based web ui.
	*	A mailgateway that properly handles MIME encoded messages. 
	*	A functional commandline mode
	*  	The webui for ticket manipulators is about mostly functional. 
		(All the basic stuff works, but many of the more advanced 
		features aren't yet properly implemented.)

	Over the past several weeks, I've been hard at work cleaning up
a lot of the existing code base and implementing the foundations of the
ACL system and the new Groups system.

	Development is accelerating as we near the day when RT will be usable
in production.  As most of you know, I recently left my job at Into Networks
to start a non-profit and spend some more time working on RT.  I've probably
spent more time on RT in the last  two weeks than I had in the previous three
months.  It feels great to be able to put the energy somewhere I care about it
again!  

	Now that I've got more time, I've been looking back at what we 
proposed for a schedule a number of months ago.  We originally set ourselves an overly agressive deadline of June 30 for a 2.0 release.  There was never any illusion that we'd make it, but that date did help us pare down unneeded bells and whistles in the feature listing. 

	I'm hesitant to set a firm date for a production ready product, but
once ACLs and some basic administrative tools get put together, RT2 will be
ready for folks who are interested in starting to bang on it.  People who
are looking to start actually hacking on RT2 are probably already CVS updating
regularly.

	Generally though, things are coming together. The codebase is getting
cleaner, leaner and eaner. (Well, cleaner and leaner, anyway.)

	The bad news is that I've asked Tobias to leave the project.  I greatly
appreciate all the work he's put into RT over the past year or two. 
Unfortunately, Tobias seems to be under some pressure to "make it run now."
Sadly, this has led to situations in which code which was written to
"run today" rather than to be flexible, stable, and scalable.  I wish Tobias
luck with his project and look forward to trading features with it as it
approaches maturity.



	Jesse

-- 
jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com 
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
-------------------------------------------------------------
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 marc at popularpower.com  Tue Jul 25 01:52:22 2000
From: marc at popularpower.com (Marc Hedlund)
Date: Mon, 24 Jul 2000 22:52:22 -0700 (PDT)
Subject: [rt-users] +1 for "more of the same"
Message-ID: <Pine.BSF.4.21.0007242244380.6833-100000@shell7.ba.best.com>

Sorry to see the "fork" thread.

Our company just picked up rt last week, and we're now using it across a
bunch of different areas -- user feedback, jobs, etc. This is the first
time in my experience that a makefile properly built a database table
_and_ a setuid cgi script and had them both work out of the box.  Pretty
impressive.  Yeah, there are UI things we want to tweak, and mime handling
sure would be great.  But really rt has completely changed the way we're
working.  (Mostly for the better -- except when we just want to play with
the damn thing all the time.)

We've found rt to be stable, very easy to install, very functional, and
with a very good approach to feature inclusion.  This general type of tool
could have more knobs and buttons than the space shuttle, but rt has a
very good, minimal set of functionality that makes it easy for everyone in
the company to use.  If design is the process of removing features until
the product is done, the design is optimal.

So whatever process got rt to its current state, please count this as +1
for continuing that process.  Its resulting product is awesome.

-Marc <marc at popularpower.com>

	     Give your computer something to dream about.    (tm)
		 Popular Power - www.popularpower.com






From tobiasb at tobiasb.funcom.com  Tue Jul 25 04:57:01 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Tue, 25 Jul 2000 10:57:01 +0200 (MET DST)
Subject: [rt-users] Code fork
In-Reply-To: <Pine.SGI.4.21.0007242104110.1085-100000@copper.air-boss.net>
Message-ID: <Pine.LNX.3.95.1000725104040.3630P-100000@tobiasb.funcom.com>

> 	I have to say that this saddens me quite a bit.

Me too.

> be privy to the ins & outs of your working relationship with Jesse, but I
> can tell you this -- RT as it stands in its stable version is dependable,
> reasonably full-featured, well-supported, and easy to use &
> administer.

Well, I'm quite surprised that so many actually is satisfied with RT1.
Anyway, I feel that I'm daily answering feature requests at the rt-users
mailinglist: "This is not feasible in RT1, but it exists in RT2".

> Why would you want to break that by putting forth a version
> that is (as you admit) hacky, not well supported, and a bear to install,
> all in the name of getting the product out the door faster? It is thinking
> like that which gave us the abominations like Windows 98 and XEmacs ;)

Have you read "The cathedral and the baazar"?  The success of other beasts
like Linux depends greatly on the user community.  For RT2, there is no
user community.  My philosophy is that if a project actually is used, bugs
will be weeded out quicker, and it will be quicker to spot what concepts
is actually working and which one isn't.  The problem is that nobody
(except Jesse and me) is interessted in hacking on RT2 unless they can set
it to production today.

> To quote RMS (gratuitously), I would rather use stable, well-thought-out,
> "Done-right-the-first-time" GNU tools than the more feature-rich,
> bug-full, downright scandalous offerings of those who want to ship their
> product ASAP and let the user base debug it for them.

I'm greatly respecting RMS in many philosophic aspects - but I think he is
wrong about this one.  One of the big advantage with the development
of free software is that the user base actually _can_ and _should_ do the
debugging.  To qoute Linus, "all bugs are shallow, given enough eyes to
look at it".

> I know from watching my own cadre of sysadmins and coders that conflict is
> a _good_ thing.

Yes, it can be - it leads to healthy "coompetition".  Undoubtly, there
will be some leakages of features forth and back.

> I would rather pay you to hack on RT than pay the huge sums
> that I would have to for a commercial product that I know isn't bug-free.

The annoying thing about commercial products is that you can't do anything
with the bugs.  With free software, you can and should.

> If this is true, you should continue to hack on it together. 

That's not up to me anymore.

> It is my
> opinion that software is best produced slowly and deliberately, not by
> piling ugly hack upon ugly hack.

I'm really prefering to improve a system that I can actually use, than to
build on a system that will be ready some time in the future.  When using
a product, you know a bit better what have to be done, why and how.

-- 
Spell checkers are for wimps
(please send feedback on all typos)





From Thomas.Sandlass at orthogon.de  Tue Jul 25 06:01:57 2000
From: Thomas.Sandlass at orthogon.de (=?ISO-8859-1?Q?Thomas_Sandla=DF?=)
Date: Tue, 25 Jul 2000 12:01:57 +0200 (CEST)
Subject: [rt-devel] Re: [rt-users] Code fork
In-Reply-To: <Pine.LNX.3.95.1000725104040.3630P-100000@tobiasb.funcom.com>
Message-ID: <Pine.LNX.4.10.10007251146310.17973-100000@germain.s.orthogon.de>

On Tue, 25 Jul 2000, Tobias Brox wrote:

> > 	I have to say that this saddens me quite a bit.
> 
> Me too.

And here's another sad one.

> > [..] It is thinking like that which gave us the abominations like
> Windows 98 and XEmacs ;)
> 
> Have you read "The cathedral and the baazar"?

Of course!

> The success of other beasts like Linux depends greatly on the user
> community.  For RT2, there is no user community.  My philosophy is
> that if a project actually is used, bugs will be weeded out quicker,
> and it will be quicker to spot what concepts is actually working and
> which one isn't.  The problem is that nobody (except Jesse and me) is
> interessted in hacking on RT2 unless they can set it to production
> today.

Appart from the fact that my personal opinion is that XEmacs is the better
branch I think with RT we could keep the same CVS repository. I mean are
there fundamental reasons to really split instead of making a branch,
and releasing it ASAP? This makes code transfers much easier than manual
merges. And looking ar the release numbers 1.0 and 2.0 I see lots of
empty space inbetween. Note that Linux also jumped to 0.93 or so to
indicate the approaching 1.0 final release. So how about 1.8---leaving
the step 1.9 as a last resort?

> > To quote RMS (gratuitously), I would rather use stable, well-thought-out,
> > "Done-right-the-first-time" GNU tools than the more feature-rich,

Do you know JWZ's article "worse is better"?

> > bug-full, downright scandalous offerings of those who want to ship their
> > product ASAP and let the user base debug it for them.

I see no problem if that is clearly marked as e.g. in the even/odd
numbering scheme of the Linux kernels.

> > If this is true, you should continue to hack on it together. 
> 
> That's not up to me anymore.

Sorry if I'm poking to much into the feelings of you and Jesse but
is everything settled? 

 
> > It is my
> > opinion that software is best produced slowly and deliberately, not by
> > piling ugly hack upon ugly hack.
> 
> I'm really prefering to improve a system that I can actually use, than to
> build on a system that will be ready some time in the future.  When using
> a product, you know a bit better what have to be done, why and how.

We should leave something to do for RT 3.0 :)

Regards, TSa.
-- 
+--------------------- Thomas Sandla?, Orthogon GmbH ------------------+
|                   Vaihinger Str. 169, 70567 Stuttgart                |
|                   E-Mail: Thomas.Sandlass at orthogon.de                |
+--------- Tel: +49-711-78 19 60-26, Fax: +49-711-78 19 60-21 ---------+

ORTHOGON and ODS Toolbox are registered trademarks of Orthogon GmbH





From tobiasb at tobiasb.funcom.com  Tue Jul 25 06:25:48 2000
From: tobiasb at tobiasb.funcom.com (Tobias Brox)
Date: Tue, 25 Jul 2000 12:25:48 +0200 (MET DST)
Subject: [rt-devel] Re: [rt-users] Code fork
In-Reply-To: <Pine.LNX.4.10.10007251146310.17973-100000@germain.s.orthogon.de>
Message-ID: <Pine.LNX.3.95.1000725120915.3630Y-100000@tobiasb.funcom.com>

> Appart from the fact that my personal opinion is that XEmacs is the better
> branch I think with RT we could keep the same CVS repository. I mean are
> there fundamental reasons to really split instead of making a branch,
> and releasing it ASAP?

Jesse suggested branching out a FunRT for Funcom ... while I disapprove
_that_ idea (anything truely local should be kept truely local, any really
doubious features should be kept in the contrib dir, and I really have bad
experiences with the old FunRT branch), having a feature-rich work-now
branch might work out a little bit better than a complete fork.  I'd say
"aye" to this option.  Though, I'm a bit concerned that the current CVS
already is a bit stretched concerning branching ... anyway, six numbered
revision codes are merely ugly.  Jesse, what do you think? 

One advantage with forking it to sourceforge is that it will be easy to
add developers to the project.  I think it's greatly time preserving to
have people contribute directly to the CVS instead of submitting a patch
that might already be outdated before anyone have the time to look through
it.  Of course it's dangerous to open it completely, but I don't think
it's that hard to track what's happening in the CVS, weed out new bugs as
they come in, and eventually stop up a bit and have a major design
discussion when somebody does something rather odd to the CVS.

Anyway, I'm quite quick at incorporating patches.

> Note that Linux also jumped to 0.93 or so to
> indicate the approaching 1.0 final release. So how about 1.8---leaving
> the step 1.9 as a last resort?

That might work.  Actually I think it's a good idea. Though I'd rather
like to see the version number 2.1 for my branch :)  As I feel it, RT 1.1
was also "almost ready" before RT 1.0 was official.

> > > To quote RMS (gratuitously), I would rather use stable, well-thought-out,
> > > "Done-right-the-first-time" GNU tools than the more feature-rich,
> 
> Do you know JWZ's article "worse is better"?

Yeah, but I dislike it ;)

> > > bug-full, downright scandalous offerings of those who want to ship their
> > > product ASAP and let the user base debug it for them.
> 
> I see no problem if that is clearly marked as e.g. in the even/odd
> numbering scheme of the Linux kernels.

Clearly.

> > > If this is true, you should continue to hack on it together. 
> > 
> > That's not up to me anymore.
> 
> Sorry if I'm poking to much into the feelings of you and Jesse but
> is everything settled? 

Maybe I'm a little bit bitter of beeing cutted off and asked to leave, but
anyway I think we can communicate rather freely.

-- 
Spell checkers are for wimps
(please send feedback on all typos)






From deborah at curl.com  Tue Jul 25 11:31:43 2000
From: deborah at curl.com (deborah kaplan)
Date: Tue, 25 Jul 2000 11:31:43 -0400 (EDT)
Subject: [rt-devel] Re: [rt-users] Code fork
In-Reply-To: <Pine.LNX.3.95.1000725104040.3630P-100000@tobiasb.funcom.com>
Message-ID: <Pine.LNX.4.21.0007251124020.20426-100000@clock-king.curl.com>

On Tue, 25 Jul 2000, Tobias Brox wrote:

|> 	I have to say that this saddens me quite a bit.
|
|Me too.

Yes, I don't think this split is going to be very good for rt.
Both Tobias and Jesse add such different things to the product.

|Well, I'm quite surprised that so many actually is satisfied with RT1.
|Anyway, I feel that I'm daily answering feature requests at the rt-users
|mailinglist: "This is not feasible in RT1, but it exists in RT2".

Actually, there are plenty of features I'd like to add to rt 1,
but it is still a great product.

|Have you read "The cathedral and the baazar"?  The success of other beasts
|like Linux depends greatly on the user community.  For RT2, there is no
|user community.  My philosophy is that if a project actually is used, bugs
|will be weeded out quicker, and it will be quicker to spot what concepts
|is actually working and which one isn't.  The problem is that nobody
|(except Jesse and me) is interessted in hacking on RT2 unless they can set
|it to production today.

Come now, it isn't as bad as all that.  ;) I'm interested in
hacking on rt 2, though I'm hampered by various outside
influences which slow me down.  Other people occasionally hack on
the product.  Partly the problem is that the user community --
people who staff help desks -- are not always people with tons of
programming experience.  The cleaner code jesse is advocating
will make it easier for people with less programming experience
to hack rt.

in any case, is there any way for the two of you to reconcile
your differences?  For example, have Tobias work the 1.9 branch
which adds features, and Jesse work the 2.X branch which adds the
new code base.  Or whatever numbering scheme works for you guys.
But this seems like something that will hurt us, the rt users, so
I'd selfishly like to ask y'all to do the hard work of learning
to work together again so I can benefit.  <grin>


-deborah






From mike at westphila.net  Tue Jul 25 13:57:11 2000
From: mike at westphila.net (Michael)
Date: Tue, 25 Jul 2000 13:57:11 -0400
Subject: [rt-devel] Re: [rt-users] Code fork
In-Reply-To: <Pine.LNX.4.21.0007251124020.20426-100000@clock-king.curl.com>
References: <Pine.LNX.3.95.1000725104040.3630P-100000@tobiasb.funcom.com> <Pine.LNX.4.21.0007251124020.20426-100000@clock-king.curl.com>
Message-ID: <20000725135711.B20106@westphila.net>

>>  My reply to deborah kaplan's mail was: 
> On Tue, 25 Jul 2000, Tobias Brox wrote:
> 
> |> 	I have to say that this saddens me quite a bit.
> |
> |Me too.
> 
> Yes, I don't think this split is going to be very good for rt.
> Both Tobias and Jesse add such different things to the product.

Greetings,


From jdfalk at mail-abuse.org  Tue Jul 25 16:03:26 2000
From: jdfalk at mail-abuse.org (J.D. Falk)
Date: Tue, 25 Jul 2000 13:03:26 -0700
Subject: [rt-users] +1 for "more of the same"
In-Reply-To: <Pine.BSF.4.21.0007242244380.6833-100000@shell7.ba.best.com>; from marc@popularpower.com on Mon, Jul 24, 2000 at 10:52:22PM -0700
References: <Pine.BSF.4.21.0007242244380.6833-100000@shell7.ba.best.com>
Message-ID: <20000725130326.F15200@mail-abuse.org>

On 07/24/00, Marc Hedlund <marc at popularpower.com> wrote: 

> We've found rt to be stable, very easy to install, very functional, and
> with a very good approach to feature inclusion.  This general type of tool
> could have more knobs and buttons than the space shuttle, but rt has a
> very good, minimal set of functionality that makes it easy for everyone in
> the company to use.  If design is the process of removing features until
> the product is done, the design is optimal.

	The big expensive commercial tracking systems are the ones with
	insane amounts of features; one of the reasons we decided to go
	with RT at MAPS is that it's simple and does what we want (mostly),
	and we can get the source to hack in anything else that's needed.

	As for helping with code...I think that once RT2 is stable in
	the eyes of the developers, there'll be other folks ready to add
	any remaining needed functionality.  But when it's not yet ready
	for production, adding features can be difficult -- never know
	if they'll need to be rewritten when other things change.

-- 
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  Wed Jul 26 18:36:12 2000
From: jesse at fsck.com (Jesse)
Date: Wed, 26 Jul 2000 18:36:12 -0400
Subject: [rt-users] Re: [rt-devel] open vs. stalled status
In-Reply-To: <397F6607.3C07A615@savantage.com>; from saint@savantage.com on Wed, Jul 26, 2000 at 05:28:23PM -0500
References: <397F6607.3C07A615@savantage.com>
Message-ID: <20000726183612.S1235@pallas.fsck.com>

[followups to rt-users]

Stalled is a status that was originally meant to be hand-set when
a ticket was waiting on something like a vendor or the user.  When
a stalled ticket is replied to, it gets automatically opened.
Stalled tickets show up in the web ui [for example] when you 
search for tickets with status of "any, stalled or unresolved"

	j



On Wed, Jul 26, 2000 at 05:28:23PM -0500, Dan St.Andr? wrote:
> Isn't "stalled" an open ticket without recent action
> or otherwise deferred?  How do we display this
> "not-resolved" as opposed to "open"?
> 
> I know.  Next release <VBG>,
> ~~~ Dan 0:-D
> 



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




From chris at schwarz-online.com  Thu Jul 27 09:34:08 2000
From: chris at schwarz-online.com (Christian Schwarz)
Date: Thu, 27 Jul 2000 15:34:08 +0200 (CEST)
Subject: [rt-users] Problems with MIME-encodings in the Subject
Message-ID: <Pine.LNX.4.20.0007271528520.2856-100000@monet>

Hi!

We're using request tracker for one week now and we're really happy with
this great tool!  Thanks to all who work on this project!  (It's sad to
hear that the development will probably be split up...)

One problem we currently have: If the Subject: line of an email targetted
to RT contains non-standard characters (German umlauts in our case), these
lines are encoded by the email client of the sender and with that RT
doesn't recognize the email as reply to an existing request and opens a
new request.  The second problem is that such requests are displayed with
an unreadable subject in the queue list, for example

Subject: =?iso-8859-1?Q?Re=3A_=5Bff-muenchen=2Ede_#25=5D_=28admindb=29_Feh?=
               =?iso-8859-1?Q?ler_beim_Ausf=FChren_des_CGI-Scripts!!!?=

Does someone have a patch or know a work-around to make RT handle MIME
encoded Subject-lines correctly?


Thanks in advance,

Chris

--          _,,     Christian Schwarz
           / o \__   schwarz at schwarz-online.com, schwarz at monet.m.isar.de
           !   ___;   C.Schwarz at schwarz-consulting.de, chris at zwart.de
           \  /        
  \\\______/  !        PGP-fp: 8F 61 EB 6D CF 23 CA D7  34 05 14 5C C8 DC 22 BA
   \          /         http://schwarz-online.com
-.-.,---,-,-..---,-,-.,----.-.-
  "DIE ENTE BLEIBT DRAUSSEN!"





From printz9 at 1st.net  Sun Jul 30 00:28:58 2000
From: printz9 at 1st.net (printz9 at 1st.net)
Date: Sun, 30 Jul 2000 00:28:58
Subject: [rt-users] AD:Family Reunion T Shirts & More
Message-ID: <825.306671.720641@mail.air99.com>

Message sent by:  Kuppler Graphics, 32 West Main Street, Maple 
Shade, New Jersey, 08052,
1-800-810-4330.   This list will NOT be sold.  All addresses 
are automatically added to our remove list.

Hello.  My name is Bill from Kuppler Graphics.  We do 
screenprinting on T Shirts, Sweatshirts,
Jackets, Hats, Tote Bags and more!

Do you or someone you know have a Family Reunion coming up?  
Kuppler Graphics would like to
provide you with some great looking T Shirts for your Reunion.

Kuppler Graphics can also provide you with custom T's and 
promotional items such as imprinted
magnets, keychains, pens, mugs, hats, etc. for your business or 
any fundraising activity
(church, school, business etc.) We also can provide you with 
quality embroidery. 

We are a family owned company with over 15 years of experience.  

All work is done at this location.  No middle man.  Our prices 
are great!

Click reply to email us or call 1-800-810-4330 for more info
*** If the reply to email is down then please email me at:

air99mai at imailbox.com

Bill
Kuppler Graphics
 
 
 
 
 
 
 
 
 
 
 
 




From printz9 at 1st.net  Sun Jul 30 00:42:09 2000
From: printz9 at 1st.net (printz9 at 1st.net)
Date: Sun, 30 Jul 2000 00:42:09
Subject: [rt-users] AD:Family Reunion T Shirts & More
Message-ID: <579.244474.79733@mail.air99.com>

Message sent by:  Kuppler Graphics, 32 West Main Street, Maple 
Shade, New Jersey, 08052,
1-800-810-4330.   This list will NOT be sold.  All addresses 
are automatically added to our remove list.

Hello.  My name is Bill from Kuppler Graphics.  We do 
screenprinting on T Shirts, Sweatshirts,
Jackets, Hats, Tote Bags and more!

Do you or someone you know have a Family Reunion coming up?  
Kuppler Graphics would like to
provide you with some great looking T Shirts for your Reunion.

Kuppler Graphics can also provide you with custom T's and 
promotional items such as imprinted
magnets, keychains, pens, mugs, hats, etc. for your business or 
any fundraising activity
(church, school, business etc.) We also can provide you with 
quality embroidery. 

We are a family owned company with over 15 years of experience.  

All work is done at this location.  No middle man.  Our prices 
are great!

Click reply to email us or call 1-800-810-4330 for more info
*** If the reply to email is down then please email me at:

air99mai at imailbox.com

Bill
Kuppler Graphics
 
 
 
 
 




From redacted at example.org  Mon Jul 31 01:29:07 2000
From: redacted at example.org (Redacted)
Date: Mon, 31 Jul 2000 15:29:07 +1000 (EST)
Subject: [rt-users] Content removed
Message-ID: <Pine.LNX.4.21.0007311504230.17834-100000@server.hitzfm.intra>

Content removed





From virginia at texterity.com  Mon Jul 31 12:07:57 2000
From: virginia at texterity.com (Virginia Beauregard)
Date: Mon, 31 Jul 2000 12:07:57 -0400 (EDT)
Subject: [rt-users] Undefined Subroutine.
In-Reply-To: <20000731160003.4D2C230E809@fsck.com>
Message-ID: <Pine.LNX.4.10.10007311203071.18163-100000@idefix.texterity.com>

> From: Tim Syratt <tims at hitzfm.org.au>

> Undefined subroutine CGI::Vars
> [Mon Jul 31 14:54:50 2000] [error] [client 210.15.210.49] Premature end of
> script headers: /usr/lib/cgi-bin/rt/webrt.cgi

Do you have CGI.pm installed?  It should be in one of your @INC
directories:
$ perl -e "print join \":\", @INC, \"\n\""
/usr/lib/perl5/5.00503/i386-linux:/usr/lib/perl5/5.00503:
/usr/lib/perl5/site_perl/5.005/i386-linux:/usr/lib/perl5/site_perl/5.005:.:

Do you have the correct version of CGI.pm?  The FAQ says which version it
needs to be.  cpan.org will help you get a new version if necessary.

--
Virginia J. Beauregard                            virginia at texterity.com
UNIX Systems and Network Administrator                   Texterity, Inc.






From mike at liquidation.com  Mon Jul 31 12:14:57 2000
From: mike at liquidation.com (Michael Jastremski)
Date: Mon, 31 Jul 2000 12:14:57 -0400
Subject: [rt-users] Undefined Subroutine.
In-Reply-To: <Pine.LNX.4.10.10007311203071.18163-100000@idefix.texterity.com>; from virginia@texterity.com on Mon, Jul 31, 2000 at 12:07:57PM -0400
References: <20000731160003.4D2C230E809@fsck.com> <Pine.LNX.4.10.10007311203071.18163-100000@idefix.texterity.com>
Message-ID: <20000731121457.C20021@linux690.dn.net>

On Mon, Jul 31, 2000 at 12:07:57PM -0400, Virginia Beauregard wrote:
> > From: Tim Syratt <tims at hitzfm.org.au>
> 
> > Undefined subroutine CGI::Vars
> > [Mon Jul 31 14:54:50 2000] [error] [client 210.15.210.49] Premature end of
> > script headers: /usr/lib/cgi-bin/rt/webrt.cgi
> 
> Do you have CGI.pm installed?  It should be in one of your @INC
> directories:
> $ perl -e "print join \":\", @INC, \"\n\""
> /usr/lib/perl5/5.00503/i386-linux:/usr/lib/perl5/5.00503:
> /usr/lib/perl5/site_perl/5.005/i386-linux:/usr/lib/perl5/site_perl/5.005:.:
> 
> Do you have the correct version of CGI.pm?  The FAQ says which version it
> needs to be.  cpan.org will help you get a new version if necessary.

You have the wrong version of CGI.pm .  Make sure that you
have the one specified in the FAQ.


regards,



_MIchael.


--
Michael Jastremski			Chief Pickle
Keeper of Systems.			Megaglobal Corp
Liquidation.com 			http://megaglobal.com
http://liquidation.com			http://westphila.net/mike




From marc at popularpower.com  Mon Jul 31 12:43:39 2000
From: marc at popularpower.com (Marc Hedlund)
Date: Mon, 31 Jul 2000 09:43:39 -0700 (PDT)
Subject: [rt-users] Undefined Subroutine.
In-Reply-To: <20000731121457.C20021@linux690.dn.net>
Message-ID: <Pine.BSF.4.21.0007310939270.19723-100000@shell7.ba.best.com>

> > Undefined subroutine CGI::Vars
> > [Mon Jul 31 14:54:50 2000] [error] [client 210.15.210.49] Premature end of
> > script headers: /usr/lib/cgi-bin/rt/webrt.cgi

> Do you have the correct version of CGI.pm?  The FAQ says which version it
> needs to be.  cpan.org will help you get a new version if necessary.

The error message would be more informative if webrt.cgi used the 
	use Module VERSION;
syntax, as in
	use CGI "2.53";

-Marc <marc at popularpower.com>

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