From jesse at pallas.eruditorum.org Wed Mar 1 02:02:58 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Wed, 1 Mar 2000 02:02:58 -0500 Subject: [rt-users] [administrivia] Switching List Software In-Reply-To: <20000301015647.S20787@pallas.eruditorum.org>; from jesse@pallas.eruditorum.org on Wed, Mar 01, 2000 at 01:56:47AM -0500 References: <20000301015647.S20787@pallas.eruditorum.org> Message-ID: <20000301020258.T20787@pallas.eruditorum.org> All Clear. Welcome to the wonderful world of GNU Mailman. jesse On Wed, Mar 01, 2000 at 01:56:47AM -0500, Jesse wrote: > > I'm about to cut rt-users from majordomo to mailman. If you don't > get a message about the new software within the next few hours followed by an > "all clear" from me, please send mail to jesse at fsck.com complaining. > > Jesse > -- > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > -------------------------------------------------------------- > "That package looks like what I wanted, but the site was down today, > so I decided to reimplement it in Perl." > -me > > ---------------------------------------------------------------------- > Jesse sent this message via rt-users at lists.fsck.com. > Administrivia to rt-users-owner at lists.fsck.com. > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Emacs is a pretty good operating system, but Unix has a better editor. From feargal at thecia.ie Wed Mar 1 02:09:45 2000 From: feargal at thecia.ie (Feargal Reilly) Date: Wed, 1 Mar 2000 07:09:45 +0000 Subject: [rt-users] sendmail making noises at me Message-ID: <00030107293704.81942@portia.office.thecia.ie> To begin with, do I get the 'First Post' for the new list..?:) Anyway, While this isn't a real problem, I've been trying to figure out why I'm getting the Permission denied warning for the debug file - something to do with eliveryMode, but I don't hafe my O'Reilly Sendmail book around either. Everything works fine, it's just been bugging me for a while now, and I'm damned if I can figure it out... Here's the output I'm getting with every mailed transaction: ------- write_log:fopen_as_user: given non-root anchored path: eliveryMode=b sendmail: fopen_as_user: given non-root anchored path: eliveryMode=b write_log:Warning: Cannot open debug file eliveryMode=b: Permission denied write_log:received | from: rorMode=m | program: sendmail | size: 699 bytes requestor at domain.tld: domain.tld matched by bind_hosts: routed requestor at domain.tld --> requestor at domain.tld at domain.tld transport hint mx 10 mail.thecia.ie address hint mail.thecia.ie 123.456.789.012 transport itld_zone_bind_smtp uses driver tcpsmtp lock retry/smtp/mail.thecia.ie lock succeeded (will defer failure) retry/smtp/mail.thecia.ie transport itld_zone_bind_smtp: connect to host mail.thecia.ie [159.134.244.168]/ smtp...connected unlock (success) retry/smtp/mail.thecia.ie write_log:delivered | via: mail.thecia.ie | to: requestor at domain.tld | orig-to: requestor at domain.tld | router: bind_hosts | transport: itld_zone_bind_smtp write_log:Completed. ------- Any ideas? -Feargal. Feargal Reilly, Systems Administrator, The Communications Interactive Agency. Phone: +353-86-8157621 From jesse at pallas.eruditorum.org Wed Mar 1 02:30:39 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Wed, 1 Mar 2000 02:30:39 -0500 Subject: [rt-users] sendmail making noises at me In-Reply-To: <00030107293704.81942@portia.office.thecia.ie>; from feargal@thecia.ie on Wed, Mar 01, 2000 at 07:09:45AM +0000 References: <00030107293704.81942@portia.office.thecia.ie> Message-ID: <20000301023039.U20787@pallas.eruditorum.org> That really doesn't sound like sendmail 8. What _exact_ version of sendmail are you running? Unless it's a recentish sendmail inc sendmail (aka berkeley sendmail) I suggest you use the simplified sendmail options per the Makefile. jesse On Wed, Mar 01, 2000 at 07:09:45AM +0000, Feargal Reilly wrote: > To begin with, do I get the 'First Post' for the new list..?:) > > Anyway, > > While this isn't a real problem, I've been trying to figure out why I'm getting > the Permission denied warning for the debug file - something to do with > eliveryMode, but I don't hafe my O'Reilly Sendmail book around either. > Everything works fine, it's just been bugging me for a while now, and I'm > damned if I can figure it out... > > Here's the output I'm getting with every mailed transaction: > ------- > > write_log:fopen_as_user: given non-root anchored path: eliveryMode=b > sendmail: fopen_as_user: given non-root anchored path: eliveryMode=b > write_log:Warning: Cannot open debug file eliveryMode=b: Permission denied > > write_log:received > | from: rorMode=m > | program: sendmail > | size: 699 bytes > requestor at domain.tld: domain.tld matched by bind_hosts: > routed requestor at domain.tld --> requestor at domain.tld at domain.tld > transport hint mx 10 mail.thecia.ie > address hint mail.thecia.ie 123.456.789.012 > transport itld_zone_bind_smtp uses driver tcpsmtp > lock retry/smtp/mail.thecia.ie > lock succeeded (will defer failure) retry/smtp/mail.thecia.ie > transport itld_zone_bind_smtp: connect to host mail.thecia.ie [159.134.244.168]/ > smtp...connected > unlock (success) retry/smtp/mail.thecia.ie > write_log:delivered > | via: mail.thecia.ie > | to: requestor at domain.tld > | orig-to: requestor at domain.tld > | router: bind_hosts > | transport: itld_zone_bind_smtp > write_log:Completed. > > ------- > > Any ideas? > > -Feargal. > > Feargal Reilly, > Systems Administrator, > The Communications Interactive Agency. > Phone: +353-86-8157621 > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- "That package looks like what I wanted, but the site was down today, so I decided to reimplement it in Perl." -me From charlieb at aurema.com Wed Mar 1 02:33:13 2000 From: charlieb at aurema.com (Charlie Brady) Date: Wed, 1 Mar 2000 18:33:13 +1100 (EST) Subject: [rt-users] sendmail making noises at me In-Reply-To: <00030107293704.81942@portia.office.thecia.ie> Message-ID: On Wed, 1 Mar 2000, Feargal Reilly wrote: > To begin with, do I get the 'First Post' for the new list..?:) > > Anyway, > > While this isn't a real problem, I've been trying to figure out why I'm getting > the Permission denied warning for the debug file - something to do with > eliveryMode, but I don't hafe my O'Reilly Sendmail book around either. > Everything works fine, it's just been bugging me for a while now, and I'm > damned if I can figure it out... > > Here's the output I'm getting with every mailed transaction: > ------- > > write_log:fopen_as_user: given non-root anchored path: eliveryMode=b It looks like you have a missing 'd' somewhere.... > sendmail: fopen_as_user: given non-root anchored path: eliveryMode=b > write_log:Warning: Cannot open debug file eliveryMode=b: Permission denied > > write_log:received > | from: rorMode=m > | program: sendmail > | size: 699 bytes > requestor at domain.tld: domain.tld matched by bind_hosts: > routed requestor at domain.tld --> requestor at domain.tld at domain.tld > transport hint mx 10 mail.thecia.ie > address hint mail.thecia.ie 123.456.789.012 > transport itld_zone_bind_smtp uses driver tcpsmtp > lock retry/smtp/mail.thecia.ie > lock succeeded (will defer failure) retry/smtp/mail.thecia.ie > transport itld_zone_bind_smtp: connect to host mail.thecia.ie [159.134.244.168]/ > smtp...connected > unlock (success) retry/smtp/mail.thecia.ie > write_log:delivered > | via: mail.thecia.ie > | to: requestor at domain.tld > | orig-to: requestor at domain.tld > | router: bind_hosts > | transport: itld_zone_bind_smtp > write_log:Completed. > > ------- > > Any ideas? > > -Feargal. > > Feargal Reilly, > Systems Administrator, > The Communications Interactive Agency. > Phone: +353-86-8157621 > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > Charlie Brady Aurema Pty Ltd PO Box 305, Strawberry Hills, NSW 2012, Australia Email:charlieb at aurema.com, Tel: +61 2 9698 2322, Fax: +61 2 9699 9174 "I think it would be a good idea." Ghandi, on Western Civilisation. From feargal at thecia.ie Wed Mar 1 02:44:01 2000 From: feargal at thecia.ie (Feargal Reilly) Date: Wed, 1 Mar 2000 07:44:01 +0000 Subject: [rt-users] sendmail making noises at me References: Message-ID: <00030107460705.81942@portia.office.thecia.ie> HAH! That *would* explain it... you know I had thought that before, then dismissed it as being too, well obvious. Ho hum... On Wed, 01 Mar 2000, you wrote: > On Wed, 1 Mar 2000, Feargal Reilly wrote: > > > To begin with, do I get the 'First Post' for the new list..?:) > > > > Anyway, > > > > While this isn't a real problem, I've been trying to figure out why I'm getting > > the Permission denied warning for the debug file - something to do with > > eliveryMode, but I don't hafe my O'Reilly Sendmail book around either. > > Everything works fine, it's just been bugging me for a while now, and I'm > > damned if I can figure it out... > > > > Here's the output I'm getting with every mailed transaction: > > ------- > > > > write_log:fopen_as_user: given non-root anchored path: eliveryMode=b > > It looks like you have a missing 'd' somewhere.... > > > sendmail: fopen_as_user: given non-root anchored path: eliveryMode=b > > write_log:Warning: Cannot open debug file eliveryMode=b: Permission denied > > > > write_log:received > > | from: rorMode=m > > | program: sendmail > > | size: 699 bytes > > requestor at domain.tld: domain.tld matched by bind_hosts: > > routed requestor at domain.tld --> requestor at domain.tld at domain.tld > > transport hint mx 10 mail.thecia.ie > > address hint mail.thecia.ie 123.456.789.012 > > transport itld_zone_bind_smtp uses driver tcpsmtp > > lock retry/smtp/mail.thecia.ie > > lock succeeded (will defer failure) retry/smtp/mail.thecia.ie > > transport itld_zone_bind_smtp: connect to host mail.thecia.ie [159.134.244.168]/ > > smtp...connected > > unlock (success) retry/smtp/mail.thecia.ie > > write_log:delivered > > | via: mail.thecia.ie > > | to: requestor at domain.tld > > | orig-to: requestor at domain.tld > > | router: bind_hosts > > | transport: itld_zone_bind_smtp > > write_log:Completed. > > > > ------- > > > > Any ideas? > > > > -Feargal. > > > > Feargal Reilly, > > Systems Administrator, > > The Communications Interactive Agency. > > Phone: +353-86-8157621 > > > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > Charlie Brady > Aurema Pty Ltd > PO Box 305, Strawberry Hills, NSW 2012, Australia > Email:charlieb at aurema.com, Tel: +61 2 9698 2322, Fax: +61 2 9699 9174 > "I think it would be a good idea." Ghandi, on Western Civilisation. -- -Feargal. Feargal Reilly, Systems Administrator, The Communications Interactive Agency. Phone: +353-86-8157621 From Steve.Isaacs at itron.com Wed Mar 1 11:18:47 2000 From: Steve.Isaacs at itron.com (Steve Isaacs) Date: Wed, 01 Mar 2000 08:18:47 -0800 Subject: [rt-users] Difficulty getting started. References: <38BBFF12.B1435AE8@itron.com> <20000229121955.W20787@pallas.eruditorum.org> Message-ID: <38BD42E7.70751919@itron.com> Jesse wrote: > > Do the commandline tools work? > Are you _sure_ that you've got the right version of CGI.pm? (what version are you running?) > What happens when you run webrt.cgi from the commandline. > > jesse Ok!!! Well, I downloaded and installed CGI.pm-2.56 and am now faced with a login screen. Makin' progress. Thanks! Steve From bobb+rt-users at redbrick.dcu.ie Wed Mar 1 12:12:10 2000 From: bobb+rt-users at redbrick.dcu.ie (Robert Crosbie) Date: Wed, 1 Mar 2000 17:12:10 +0000 Subject: [rt-users] Difficulty getting started. In-Reply-To: ; from tobiasb@tobiasb.funcom.com on Tue, Feb 29, 2000 at 06:53:44PM +0100 References: <20000229173258.C24020@enigma.redbrick.dcu.ie> Message-ID: <20000301171210.A99855@enigma.redbrick.dcu.ie> Tobias Brox hath declared on Tuesday the 29 day of February 2000 :-: > > I upgraded CGI.pm to 2.76 > > but I still get the same error... > > Ehm ... > > cpan> install CGI > CGI is up to date. Well.. I installed CGI 2.56 from CPAN and all is working now... Thanking you kindly ! > How did you find 2.76? :) FreeBSD ports... In some ways theyre damn handy... In some ways, they're ... eh.. not! *shrug* -- -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- We are two. From elaine at chaos.wustl.edu Wed Mar 1 13:29:11 2000 From: elaine at chaos.wustl.edu (Elaine -HFB- Ashton) Date: Wed, 1 Mar 2000 12:29:11 -0600 Subject: [rt-users] Difficulty getting started. In-Reply-To: <20000301171210.A99855@enigma.redbrick.dcu.ie> References: <20000229173258.C24020@enigma.redbrick.dcu.ie> <20000301171210.A99855@enigma.redbrick.dcu.ie> Message-ID: <20000301122911.E6011@chaos.wustl.edu> Robert Crosbie [bobb+rt-users at redbrick.dcu.ie] quoth: *>Tobias Brox hath declared on Tuesday the 29 day of February 2000 :-: *> *>Well.. I installed CGI 2.56 from CPAN and all is working now... *>Thanking you kindly ! http://search.cpan.org/ might be of some help in the future. Older, deprecated modules and bundles really should be labeled as such. *sigh* *>> How did you find 2.76? :) *> *>FreeBSD ports... You should mail the maintainers and point that out since 2.76 is 2 years old. e. From tobiasb at tobiasb.funcom.com Wed Mar 1 14:28:38 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 1 Mar 2000 20:28:38 +0100 (MET) Subject: [rt-users] Difficulty getting started. In-Reply-To: <20000301122911.E6011@chaos.wustl.edu> Message-ID: > You should mail the maintainers and point that out since 2.76 is 2 years > old. So 2.56 is newer than 2.76? -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From cdb at anniq.befree.com Wed Mar 1 20:35:23 2000 From: cdb at anniq.befree.com (Chris Black) Date: Wed, 1 Mar 2000 20:35:23 -0500 (EST) Subject: [rt-users] Mail Aliases Message-ID: Hey folks, I'm a little confused on just what mail aliases are used for. Do I need to create a seperate one for each queue?For instance, I have a queue, called NOC, I add the following to /etc/aliases NOC: |"/opt/rt/bin/rt-mailgate NOC correspond" Does this just get used to send stuff to the email address I specified when creating the queue? --Chris From jesse at pallas.eruditorum.org Wed Mar 1 20:39:51 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Wed, 1 Mar 2000 20:39:51 -0500 Subject: [rt-users] Mail Aliases In-Reply-To: ; from cdb@anniq.befree.com on Wed, Mar 01, 2000 at 08:35:23PM -0500 References: Message-ID: <20000301203951.Y20787@pallas.eruditorum.org> Yeah. if you don't need the mail gateway for a queue, you don't need the alias. On Wed, Mar 01, 2000 at 08:35:23PM -0500, Chris Black wrote: > > > Hey folks, I'm a little confused on just what mail aliases are used > for. Do I need to create a seperate one for each queue?For instance, I > have a queue, called NOC, I add the following to /etc/aliases > > NOC: |"/opt/rt/bin/rt-mailgate NOC correspond" > > Does this just get used to send stuff to the email address I specified > when creating the queue? > > --Chris > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- ...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 tale at iki.fi Wed Mar 1 23:19:42 2000 From: tale at iki.fi (Tapio Lehtonen) Date: Thu, 2 Mar 2000 06:19:42 +0200 Subject: [rt-users] Mail interface, how to configure? In-Reply-To: <20000229230916.F20787@pallas.eruditorum.org>; from jesse@pallas.eruditorum.org on Tue, Feb 29, 2000 at 11:09:16PM -0500 References: <20000301050335.B15333@iki.fi> <20000229230916.F20787@pallas.eruditorum.org> Message-ID: <20000302061942.E15333@iki.fi> On Tue, Feb 29, 2000 at 11:09:16PM -0500, Jesse wrote: > What mta are you using? > can you give me an ls -lR of /usr/lib/rt/bin ? > This is Debian GNU/Linux, the potato version which is currently unstable. Subject: webrt: Email problems Package: webrt Version: 1.0.1-3 Severity: normal -- System Information Debian Release: 2.2 Kernel Version: Linux dilbert 2.2.14 #8 SMP Sat Feb 19 20:08:33 EET 2000 i686 unknown Versions of the packages webrt depends on: ii libc6 2.1.3-2 GNU C Library: Shared libraries and Timezone dat ii libcgi-pm-perl 2.56-4 perl CGI - Simple Common Gateway Interface Class ii libdbd-mysql-per 1.2202-4 mySQL database interface for Perl ii libdigest-md5-pe 2.09-1 MD5 Message Digest for Perl ii make 3.78.1-6 The GNU version of the "make" utility. ii mysql-client 3.22.30-7 mysql database client binaries ii perl-5.005 5.005.03-5.3 Larry Wall's Practical Extracting and Report Lan dilbert# ls -lR /usr/lib/rt/bin /usr/lib/rt/bin: total 7 lrwxrwxrwx 1 www-data www-data 12 Feb 25 23:03 rt -> suid_wrapper lrwxrwxrwx 1 www-data www-data 12 Feb 25 23:03 rt-mailgate -> suid_wrapper lrwxrwxrwx 1 www-data www-data 12 Feb 25 23:03 rtadmin -> suid_wrapper -rwxr-xr-x 1 www-data www-data 2088 Feb 2 15:20 rtmux.pl lrwxrwxrwx 1 www-data www-data 12 Feb 25 23:03 rtq -> suid_wrapper -rwsr-xr-x 3 www-data www-data 3272 Feb 2 15:20 suid_wrapper dilbert# This machine has smail. I tried on another host where I replaced smail with sendmail. Looks like there webrt emailing works, but I have not yet done full testing. Should the suid_wrapper be suid root, then rt-mailgate could write to the email directories? I tried running mailgate under strace to see what file it is trying to open when it gets permission denied, but seems I can use strace with mailgate only as root, and as root it works. > > On Wed, Mar 01, 2000 at 05:03:35AM +0200, Tapio Lehtonen wrote: > > Hello, > > > > I think I have WebRT otherwise configured OK, but the email interface > > does not work. Specifically, I can not send email to WebRT. > > > > I have the email aliases set up like this in /etc/aliases: > > > > rt: |"/usr/lib/rt/bin/rt-mailgate general correspond" > > tyopurkki: |"/usr/lib/rt/bin/rt-mailgate tyopurkki correspond" > > > > If I send to the address tyopurkki, the mail goes to postmaster > > because there is permission denied, but I don't know where. > > > > ================================= > > dilbert# cat /var/spool/smail/input/12PzH9-0008t0C > > !root > > !0 1001 > > !-oem > > !-f > > !<+> > > !-oMs > > !dilbert.tapio.lehtonen.fi > > !-oMr > > !bsmtp > > !-oMP > > !smail > > ! > > > > From: > > To: postmaster > > Subject: mail failed, sending to address owner > > Reference: > > > > |------------------------- Failed addresses follow: > > ---------------------| > > "/usr/lib/rt/bin/rt-mailgate tyopurkki correspond" ... failed: > > transport file: failed to open output file: Permission denied > > |------------------------- Message text follows: > > ------------------------| > > Received: by iki.fi > > via sendmail from stdin > > id (Debian > > Smail3.2.0.102) > > for ; Wed, 1 Mar 2000 04:54:05 +0200 (EET) > > Date: Wed, 1 Mar 2000 04:54:05 +0200 > > From: System Manager > > To: tyopurkki > > Subject: Koe taas > > Message-ID: <20000301045405.A15840 at iki.fi> > > Mime-Version: 1.0 > > Content-Type: text/plain; charset=us-ascii > > User-Agent: Mutt/1.0.1i > > > > Nyt vaihdoin root omistajaksi suid_wrapperille. > > > > Tapio > > > > dilbert# > > ======================================== > > > > I did not understand the email alias stuff, did not find document > > where it was explained, so had to guess. > > > > -- > > Tapio Lehtonen > > Tapio.Lehtonen at IKI.FI > > PGP public key from http://www.iki.fi/Tapio.Lehtonen > > > > -- > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > -------------------------------------------------------------- > I think co-ordinating 1000 prima donnas living all over the world will be as > easy as herding cats..." -- Andy Tanenbaum on the linux development model, 1992 -- Tapio Lehtonen Tapio.Lehtonen at IKI.FI PGP public key from http://www.iki.fi/Tapio.Lehtonen -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 232 bytes Desc: not available URL: From jesse at pallas.eruditorum.org Wed Mar 1 23:29:35 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Wed, 1 Mar 2000 23:29:35 -0500 Subject: [rt-users] Mail interface, how to configure? In-Reply-To: <20000302061942.E15333@iki.fi>; from tale@iki.fi on Thu, Mar 02, 2000 at 06:19:42AM +0200 References: <20000301050335.B15333@iki.fi> <20000229230916.F20787@pallas.eruditorum.org> <20000302061942.E15333@iki.fi> Message-ID: <20000301232935.A20787@pallas.eruditorum.org> Nope. rt should not be running as root. Does smail support sendmail aliases directly? Does it have a smrsh analogue for making sure that you only run certain binaries from the mail system? On Thu, Mar 02, 2000 at 06:19:42AM +0200, Tapio Lehtonen wrote: > On Tue, Feb 29, 2000 at 11:09:16PM -0500, Jesse wrote: > > What mta are you using? > > can you give me an ls -lR of /usr/lib/rt/bin ? > > > > This is Debian GNU/Linux, the potato version which is currently unstable. > > Subject: webrt: Email problems > Package: webrt > Version: 1.0.1-3 > Severity: normal > > -- System Information > Debian Release: 2.2 > Kernel Version: Linux dilbert 2.2.14 #8 SMP Sat Feb 19 20:08:33 EET 2000 i686 unknown > > Versions of the packages webrt depends on: > ii libc6 2.1.3-2 GNU C Library: Shared libraries and Timezone dat > ii libcgi-pm-perl 2.56-4 perl CGI - Simple Common Gateway Interface Class > ii libdbd-mysql-per 1.2202-4 mySQL database interface for Perl > ii libdigest-md5-pe 2.09-1 MD5 Message Digest for Perl > ii make 3.78.1-6 The GNU version of the "make" utility. > ii mysql-client 3.22.30-7 mysql database client binaries > ii perl-5.005 5.005.03-5.3 Larry Wall's Practical Extracting and Report Lan > > dilbert# ls -lR /usr/lib/rt/bin > /usr/lib/rt/bin: > total 7 > lrwxrwxrwx 1 www-data www-data 12 Feb 25 23:03 rt -> suid_wrapper > lrwxrwxrwx 1 www-data www-data 12 Feb 25 23:03 rt-mailgate -> suid_wrapper > lrwxrwxrwx 1 www-data www-data 12 Feb 25 23:03 rtadmin -> suid_wrapper > -rwxr-xr-x 1 www-data www-data 2088 Feb 2 15:20 rtmux.pl > lrwxrwxrwx 1 www-data www-data 12 Feb 25 23:03 rtq -> suid_wrapper > -rwsr-xr-x 3 www-data www-data 3272 Feb 2 15:20 suid_wrapper > dilbert# > > This machine has smail. I tried on another host where I replaced smail > with sendmail. Looks like there webrt emailing works, but I have not > yet done full testing. > > Should the suid_wrapper be suid root, then rt-mailgate could write to > the email directories? I tried running mailgate under strace to see > what file it is trying to open when it gets permission denied, but > seems I can use strace with mailgate only as root, and as root it > works. > > > > > On Wed, Mar 01, 2000 at 05:03:35AM +0200, Tapio Lehtonen wrote: > > > Hello, > > > > > > I think I have WebRT otherwise configured OK, but the email interface > > > does not work. Specifically, I can not send email to WebRT. > > > > > > I have the email aliases set up like this in /etc/aliases: > > > > > > rt: |"/usr/lib/rt/bin/rt-mailgate general correspond" > > > tyopurkki: |"/usr/lib/rt/bin/rt-mailgate tyopurkki correspond" > > > > > > If I send to the address tyopurkki, the mail goes to postmaster > > > because there is permission denied, but I don't know where. > > > > > > ================================= > > > dilbert# cat /var/spool/smail/input/12PzH9-0008t0C > > > !root > > > !0 1001 > > > !-oem > > > !-f > > > !<+> > > > !-oMs > > > !dilbert.tapio.lehtonen.fi > > > !-oMr > > > !bsmtp > > > !-oMP > > > !smail > > > ! > > > > > > From: > > > To: postmaster > > > Subject: mail failed, sending to address owner > > > Reference: > > > > > > |------------------------- Failed addresses follow: > > > ---------------------| > > > "/usr/lib/rt/bin/rt-mailgate tyopurkki correspond" ... failed: > > > transport file: failed to open output file: Permission denied > > > |------------------------- Message text follows: > > > ------------------------| > > > Received: by iki.fi > > > via sendmail from stdin > > > id (Debian > > > Smail3.2.0.102) > > > for ; Wed, 1 Mar 2000 04:54:05 +0200 (EET) > > > Date: Wed, 1 Mar 2000 04:54:05 +0200 > > > From: System Manager > > > To: tyopurkki > > > Subject: Koe taas > > > Message-ID: <20000301045405.A15840 at iki.fi> > > > Mime-Version: 1.0 > > > Content-Type: text/plain; charset=us-ascii > > > User-Agent: Mutt/1.0.1i > > > > > > Nyt vaihdoin root omistajaksi suid_wrapperille. > > > > > > Tapio > > > > > > dilbert# > > > ======================================== > > > > > > I did not understand the email alias stuff, did not find document > > > where it was explained, so had to guess. > > > > > > -- > > > Tapio Lehtonen > > > Tapio.Lehtonen at IKI.FI > > > PGP public key from http://www.iki.fi/Tapio.Lehtonen > > > > > > > > -- > > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > > -------------------------------------------------------------- > > I think co-ordinating 1000 prima donnas living all over the world will be as > > easy as herding cats..." -- Andy Tanenbaum on the linux development model, 1992 > > -- > Tapio Lehtonen > Tapio.Lehtonen at IKI.FI > PGP public key from http://www.iki.fi/Tapio.Lehtonen -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Any e-mail sent to the SLA will immediately become the intellectual property of the SLA and the author of said message will enter into a period of indentured servitude which will last for a period of time no less than seven years. From tobiasb at tobiasb.funcom.com Thu Mar 2 04:04:52 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Thu, 2 Mar 2000 10:04:52 +0100 (MET) Subject: [rt-users] Mail interface, how to configure? In-Reply-To: <20000301232935.A20787@pallas.eruditorum.org> Message-ID: > Nope. rt should not be running as root. (...) > > -rwsr-xr-x 3 www-data www-data 3272 Feb 2 15:20 suid_wrapper RT should be run as the RT user, and it should be able to read/write from the data directory (where the transactions are kept) as well as the library files (particularly the RT configuration file, where the database password is kept). -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From cdb at anniq.befree.com Thu Mar 2 09:07:49 2000 From: cdb at anniq.befree.com (Chris Black) Date: Thu, 2 Mar 2000 09:07:49 -0500 (EST) Subject: [rt-users] Mail Aliases In-Reply-To: <20000301203951.Y20787@pallas.eruditorum.org> Message-ID: Hmm, ok, is this possible? RT is running on a seperate linux box, our mail server is a M$ Exchange server that the I don't have access too. When tickets are created in the NOC queue, I want email sent to noc at befree.com which is the Exchange server account. Is this possible? Do I need the rt aliases at all if all the email accounts are not hosted on this machine? On Wed, 1 Mar 2000, Jesse wrote: > Yeah. if you don't need the mail gateway for a queue, you don't need the alias. > > On Wed, Mar 01, 2000 at 08:35:23PM -0500, Chris Black wrote: > > > > > > Hey folks, I'm a little confused on just what mail aliases are used > > for. Do I need to create a seperate one for each queue?For instance, I > > have a queue, called NOC, I add the following to /etc/aliases > > > > NOC: |"/opt/rt/bin/rt-mailgate NOC correspond" > > > > Does this just get used to send stuff to the email address I specified > > when creating the queue? > > > > --Chris > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > -------------------------------------------------------------- > ...realized that the entire structure of the net could be changed to be made > more efficient, elegant, and spontaneously make more money for everyone > involved. It's a marvelously simple diagram, but this form doesn't have a way > for me to draw it. It'll wait. -Adam Hirsch > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From jesse at pallas.eruditorum.org Thu Mar 2 11:00:33 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Thu, 2 Mar 2000 11:00:33 -0500 Subject: [rt-users] Mail Aliases In-Reply-To: ; from cdb@anniq.befree.com on Thu, Mar 02, 2000 at 09:07:49AM -0500 References: <20000301203951.Y20787@pallas.eruditorum.org> Message-ID: <20000302110033.B601@pallas.eruditorum.org> You'll have to have the exchange server forward those messages to sendmail on a unix box so they can get into rt. jesse On Thu, Mar 02, 2000 at 09:07:49AM -0500, Chris Black wrote: > Hmm, ok, is this possible? RT is running on a seperate linux box, our mail > server is a M$ Exchange server that the I don't have access too. When > tickets are created in the NOC queue, I want email sent to noc at befree.com > which is the Exchange server account. Is this possible? Do I need the rt > aliases at all if all the email accounts are not hosted on this machine? > > On Wed, 1 Mar 2000, Jesse wrote: > > > Yeah. if you don't need the mail gateway for a queue, you don't need the alias. > > > > On Wed, Mar 01, 2000 at 08:35:23PM -0500, Chris Black wrote: > > > > > > > > > Hey folks, I'm a little confused on just what mail aliases are used > > > for. Do I need to create a seperate one for each queue?For instance, I > > > have a queue, called NOC, I add the following to /etc/aliases > > > > > > NOC: |"/opt/rt/bin/rt-mailgate NOC correspond" > > > > > > Does this just get used to send stuff to the email address I specified > > > when creating the queue? > > > > > > --Chris > > > > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.fsck.com > > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > > > -- > > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > > -------------------------------------------------------------- > > ...realized that the entire structure of the net could be changed to be made > > more efficient, elegant, and spontaneously make more money for everyone > > involved. It's a marvelously simple diagram, but this form doesn't have a way > > for me to draw it. It'll wait. -Adam Hirsch > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- They'll take my private key when they pry it from my cold dead fingers! From gdmalet at ist.uwaterloo.ca Thu Mar 2 13:34:34 2000 From: gdmalet at ist.uwaterloo.ca (Giles D. Malet - IST) Date: 02 Mar 2000 13:34:34 -0500 Subject: [rt-users] Mail Aliases In-Reply-To: Jesse's message of Thu, 2 Mar 2000 11:00:33 -0500 References: <20000301203951.Y20787@pallas.eruditorum.org> <20000302110033.B601@pallas.eruditorum.org> Message-ID: Jesse writes: > You'll have to have the exchange server forward those messages But be aware that Exchange does terrible things to headers when forwarding mail (in some circumstances). Watch out for that. gdm From dunkel at diku.dk Fri Mar 3 10:22:23 2000 From: dunkel at diku.dk (Jesper Holm Olsen) Date: Fri, 3 Mar 2000 16:22:23 +0100 (MET) Subject: [rt-users] Problems with mailgateway Message-ID: I have some problems with the mailgateway and I have not been able to find a solution in the archived mailinglists. I have configured RequestTracker and the CLI and Web-interface works well, but the mailgateway won't work. Here are some details: In /etc/aliases I have the following lines: # Aliases for RequestTracker rt: |"/home/disk05/rt/bin/rt-mailgate general correspond" rt-action: |"/home/disk05/rt/bin/rt-mailgate general action" The user 'rt' exists and owns all files in /home/disk05/rt. I use 'postfix' as MTA and whenever I try to send mail to user 'rt' I get the following error in my syslog: ------------------------ Mar 3 16:09:29 ra local[23956]: fatal: execvp /home/disk05/rt/bin/rt-mailgate: Permission denied Mar 3 16:09:30 ra postfix/local[23955]: E1D75381C2: to=, relay=local, delay=2, status=bounced (Com mand died with status 1: "/home/disk05/rt/bin/rt-mailgate general correspond") ------------------------ The permissions on 'suidwrapper' are: -rwsr-xr-x 3 rt rt 7740 Mar 2 14:55 suid_wrapper which should allow for any user to submit new requests. If you could give me a hint, or possibly mail me your configuration so I can compare. -- Jesper Holm Olsen, Department of Computer Science and Department of Film and Media studies, University of Copenhagen Email: dunkel at diku.dk * Homepage: http://www.diku.dk/students/dunkel From jesse at pallas.eruditorum.org Fri Mar 3 10:51:18 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Fri, 3 Mar 2000 10:51:18 -0500 Subject: [rt-users] Problems with mailgateway In-Reply-To: ; from dunkel@diku.dk on Fri, Mar 03, 2000 at 04:22:23PM +0100 References: Message-ID: <20000303105118.V1160@pallas.eruditorum.org> Well, I'm also running RT with postfix. and it works great. Make sure that the user postfix is running as can actually _get_ to rt/bin. Jesse On Fri, Mar 03, 2000 at 04:22:23PM +0100, Jesper Holm Olsen wrote: > > I have some problems with the mailgateway and I have not been able to > find a solution in the archived mailinglists. > > I have configured RequestTracker and the CLI and Web-interface works well, > but the mailgateway won't work. Here are some details: > > In /etc/aliases I have the following lines: > > # Aliases for RequestTracker > rt: |"/home/disk05/rt/bin/rt-mailgate general correspond" > rt-action: |"/home/disk05/rt/bin/rt-mailgate general action" > > The user 'rt' exists and owns all files in /home/disk05/rt. > > I use 'postfix' as MTA and whenever I try to send mail to user 'rt' I get > the following error in my syslog: > > ------------------------ > Mar 3 16:09:29 ra local[23956]: fatal: execvp > /home/disk05/rt/bin/rt-mailgate: Permission denied > > Mar 3 16:09:30 ra postfix/local[23955]: E1D75381C2: to=, > relay=local, delay=2, status=bounced (Com mand died with status 1: > "/home/disk05/rt/bin/rt-mailgate general correspond") > ------------------------ > > The permissions on 'suidwrapper' are: > > -rwsr-xr-x 3 rt rt 7740 Mar 2 14:55 suid_wrapper > > which should allow for any user to submit new requests. > > If you could give me a hint, or possibly mail me your configuration so I > can compare. > > > -- > Jesper Holm Olsen, Department of Computer Science and Department of > Film and Media studies, University of Copenhagen > Email: dunkel at diku.dk * Homepage: http://www.diku.dk/students/dunkel > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- I'm reasonably sure that at least two of the electric blue kangeroos I saw were real. From webmaster at dobetterdeals.com Fri Mar 3 15:58:40 2000 From: webmaster at dobetterdeals.com (Chris King) Date: Fri, 03 Mar 2000 15:58:40 -0500 Subject: [rt-users] Mail Problems Message-ID: <38C02780.A04EBAA1@dobetterdeals.com> From dogcow at redback.com Fri Mar 3 18:18:22 2000 From: dogcow at redback.com (Tom Spindler) Date: Fri, 3 Mar 2000 15:18:22 -0800 Subject: [rt-users] how to be somebody else with rt/rtq/rtadmin? Message-ID: <20000303151822.G13182@redback.com> I've been thinking about whacking the admin bit from my rt [1.0.2] account so I don't automagically get all mail for all queues; however, it'd be helpful if I could use the cli tools as some other user (I want to set up an 'administrator' account, basically). Is there any way to make RT 1.0.x think I'm some other user from the command line, or am I forced to go through the CGI? From jesse at pallas.eruditorum.org Fri Mar 3 21:12:17 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Fri, 3 Mar 2000 21:12:17 -0500 Subject: [rt-users] how to be somebody else with rt/rtq/rtadmin? In-Reply-To: <20000303151822.G13182@redback.com>; from dogcow@redback.com on Fri, Mar 03, 2000 at 03:18:22PM -0800 References: <20000303151822.G13182@redback.com> Message-ID: <20000303211217.Y1160@pallas.eruditorum.org> You don't need to do that, but I'll explain how to fix it when I'm not logged on via a java applet on sunday. (I'm out of state right now) jesse On Fri, Mar 03, 2000 at 03:18:22PM -0800, Tom Spindler wrote: > I've been thinking about whacking the admin bit from my rt [1.0.2] > account so I don't automagically get all mail for all queues; however, > it'd be helpful if I could use the cli tools as some other user (I > want to set up an 'administrator' account, basically). Is there any way > to make RT 1.0.x think I'm some other user from the command line, or am > I forced to go through the CGI? > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- ...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 dunkel at diku.dk Mon Mar 6 10:06:36 2000 From: dunkel at diku.dk (Jesper Holm Olsen) Date: Mon, 6 Mar 2000 16:06:36 +0100 (MET) Subject: [rt-users] Problems with mailgateway In-Reply-To: <20000303105118.V1160@pallas.eruditorum.org> Message-ID: On Fri, 3 Mar 2000, Jesse wrote: > Well, I'm also running RT with postfix. and it works great. > Make sure that the user postfix is running as can actually _get_ to rt/bin. > Ok. I set the global execute bit on the /rt/bin dir and now I can _recieve_ mail :-) Unfortunatly I cannot _send_ mail (unless its adressed to the local server). When I watch the syslog it seems like postfix never gets invoked, if the email adress is something other than the local servers domain. How have you set up the mailconfiguration in /rt/etc/config.pm? -- Jesper Holm Olsen, Department of Computer Science and Department of Film and Media studies, University of Copenhagen Email: dunkel at diku.dk * Homepage: http://www.diku.dk/students/dunkel From russell at ops.netcom.net.uk Mon Mar 6 10:20:48 2000 From: russell at ops.netcom.net.uk (Russell Foster) Date: Mon, 6 Mar 2000 15:20:48 +0000 (GMT) Subject: [rt-users] Save function for web gui In-Reply-To: Message-ID: Hi All, I'm new to the list and would like to ask the following ( I would look through the arichieves but it seems the search is broken). Anwyay has anyone devoloped/implemented a way of saving the queue filter criteria between sessions. I have half implemented one that works but is based on files stored on the server and there are bugs/the code is a mess. Has anyone managed to implement it in cookies or similar. TIA Rus From tapio.lehtonen at tellabs.fi Mon Mar 6 11:22:50 2000 From: tapio.lehtonen at tellabs.fi (Tapio Lehtonen) Date: Mon, 06 Mar 2000 16:22:50 +0000 Subject: [rt-users] WebRT non member access? Message-ID: <38C3DB5A.7474FE79@tellabs.fi> Hello, Is is possible to give all users access to the WebRT queue display? I noticed it wants me to log in with a valid WebRT account before letting me see the queue situation. I did not see anything in the docs, read archives from January onwards. I suppose I can create a guest account with no password, but is this the usual way to let requestors see what is happening with the requests? Or is it normal practise to allow only members see the queues? -- =================================================================== Tapio Lehtonen tel: +358 9 4131 2206 Tellabs Oy fax: +358 9 4131 2030 Sinim?entie 6 email: tapio at Tellabs.fi FIN-02630 ESPOO URL http://www.Tellabs.com/ Finland Senior Systems Specialist =================================================================== From abelew at mail.wesleyan.edu Mon Mar 6 11:44:04 2000 From: abelew at mail.wesleyan.edu (Ashton T. Belew) Date: Mon, 6 Mar 2000 11:44:04 -0500 (EST) Subject: [rt-users] WebRT non member access? In-Reply-To: <38C3DB5A.7474FE79@tellabs.fi> Message-ID: Greetings, You could super easily hack together a quick to read the entries in the RT database. I believe I started doing that a few months ago for the silly people here at Wes. I am not certain, though if RT per se supports that. If you want my code for it, I would be glad to hunt it down; though I am not certain where I put it. Have a nice day, -Trey ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Ashton Trey Belew Wesleyan University Phone: 860 685 3142 e-mail: abelew at wesleyan.edu http://abelew.web.wesleyan.edu/ ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ "I haven't lost my mind; I know exactly where I left it." From okrouhly at civ.zcu.cz Mon Mar 6 12:13:26 2000 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Mon, 6 Mar 2000 18:13:26 +0100 (MET) Subject: [rt-users] WebRT non member access? In-Reply-To: Message-ID: On Mon, 6 Mar 2000, Ashton T. Belew wrote: > Greetings, > You could super easily hack together a quick to read the entries > in the RT database. I believe I started doing that a few months ago for > the silly people here at Wes. I am not certain, though if RT per se > supports that. If you want my code for it, I would be glad to hunt it > down; though I am not certain where I put it. I've done something like this such a way: - make new cgi script (link to suid_wrapper) for anonymous access - f.e. rtview.cgi - add a few lines to test if $program is equal to rtview.cgi into bin/rtmux.pl - in that body copy the body of condition for webrt.cgi with this a line above: require "/opt/rt/etc/config_anonymous.pm"; - copy your etc/config.pm to config_anonymous.pm and edit it as below: $web_auth_mechanism = "external"; $ENV{REMOTE_USER} = 'operator';#--name of your anonymous account; Thats all. Cheers Jan Okrouhly ---------------------------------------\-\-\+\-\-\---okrouhly at civ..zcu.cz--- Laboratory for Computer Science | phone: (420 19) 7491588 University of West Bohemia | location: Univerzitni 22 Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- From coe at tii.telia.fi Mon Mar 6 14:22:41 2000 From: coe at tii.telia.fi (Sakari Koskinen) Date: Mon, 6 Mar 2000 21:22:41 +0200 (EET) Subject: [rt-users] Full backup of the rt-system and weekly archive(rename) of rt-queue? Message-ID: I installed RT few days ago and since then I have made nice little modifications for it. Installation was smooth and I manipulated the system quite alot. Now I have few questions about backing it up. Full system backup would be: /your_path(s)_here/bin /etc /lib /your_path(s)_here/transactions /etc/aliasses Am I right, or did I forgot something important? I know RT can handle as much as mySQL takes load and that is alot, but I wondered about that table RT creates. Has somebody transferred/renamed a queue? (or one of the queues, whatever) Like I would like to rename the queue "foobar" into "week_10" and then make a new active queue. Anybody performed an operation like this? Did it work? ;) -- Telia InfoMedia Interactive Oy From jason at dnssec.co.uk Mon Mar 6 14:54:25 2000 From: jason at dnssec.co.uk (Jason) Date: Mon, 6 Mar 2000 19:54:25 -0000 Subject: [rt-users] Cusomization..how far? Message-ID: <010501bf87a5$c6d143e0$7ba732d4@kidns> Just a general question for my own interest..:o) To what extent have people customized RT? and what benefits have you gained by your customisation? Sorry for this being a very broad question, I am just interested to know what people are doing with RT. Jason -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at pallas.eruditorum.org Mon Mar 6 23:47:29 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Mon, 6 Mar 2000 23:47:29 -0500 Subject: [rt-users] WebRT non member access? In-Reply-To: <38C3DB5A.7474FE79@tellabs.fi>; from tapio.lehtonen@tellabs.fi on Mon, Mar 06, 2000 at 04:22:50PM +0000 References: <38C3DB5A.7474FE79@tellabs.fi> Message-ID: <20000306234729.O724@pallas.eruditorum.org> Well, you can do what we do at at http://www.fsck.com/projects/rt/status.html (The links are guest-user links into the DB) On Mon, Mar 06, 2000 at 04:22:50PM +0000, Tapio Lehtonen wrote: > Hello, > > Is is possible to give all users access to the WebRT queue display? I > noticed it wants me to log in with a valid WebRT account before letting > me see the queue situation. > > I did not see anything in the docs, read archives from January onwards. > I suppose I can create a guest account with no password, but is this the > usual way to let requestors see what is happening with the requests? Or > is it normal practise to allow only members see the queues? > > -- > =================================================================== > Tapio Lehtonen tel: +358 9 4131 2206 > Tellabs Oy fax: +358 9 4131 2030 > Sinim?entie 6 email: tapio at Tellabs.fi > FIN-02630 ESPOO URL http://www.Tellabs.com/ > Finland Senior Systems Specialist > =================================================================== > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- 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 jesse at pallas.eruditorum.org Mon Mar 6 23:48:25 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Mon, 6 Mar 2000 23:48:25 -0500 Subject: [rt-users] Problems with mailgateway In-Reply-To: ; from dunkel@diku.dk on Mon, Mar 06, 2000 at 04:06:36PM +0100 References: <20000303105118.V1160@pallas.eruditorum.org> Message-ID: <20000306234825.P724@pallas.eruditorum.org> #set this to whatever program you want to send the mail that RT generates #be aware, however, that RT expects to be able to set the From: line #with sendmail's command line syntax $mailprog = "/usr/sbin/sendmail"; $mail_options = "-oi -t "; On Mon, Mar 06, 2000 at 04:06:36PM +0100, Jesper Holm Olsen wrote: > On Fri, 3 Mar 2000, Jesse wrote: > > > Well, I'm also running RT with postfix. and it works great. > > Make sure that the user postfix is running as can actually _get_ to rt/bin. > > > > Ok. I set the global execute bit on the /rt/bin dir and now I can > _recieve_ mail :-) > > Unfortunatly I cannot _send_ mail (unless its adressed to the local > server). When I watch the syslog it seems like postfix never gets invoked, > if the email adress is something other than the local servers domain. > > How have you set up the mailconfiguration in /rt/etc/config.pm? > > > -- > Jesper Holm Olsen, Department of Computer Science and Department of > Film and Media studies, University of Copenhagen > Email: dunkel at diku.dk * Homepage: http://www.diku.dk/students/dunkel > > > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Gur SOV jnagf gb znxr guvf fvt vyyrtny. From jesse at pallas.eruditorum.org Mon Mar 6 23:52:28 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Mon, 6 Mar 2000 23:52:28 -0500 Subject: [rt-users] Mail Problems In-Reply-To: <38C02780.A04EBAA1@dobetterdeals.com>; from webmaster@dobetterdeals.com on Fri, Mar 03, 2000 at 03:58:40PM -0500 References: <38C02780.A04EBAA1@dobetterdeals.com> Message-ID: <20000306235228.R724@pallas.eruditorum.org> How about a hardlink? On Fri, Mar 03, 2000 at 03:58:40PM -0500, Chris King wrote: > From what I'm aware of, I'm supposed to create an alias to rt-mailgate > for any email address I want to have submits from email for. I put this > in my aliases: > > cm2000: | "/opt/rt/bin/rt-mailgate cm2000" > > plus a symlink in /etc/smrsh by ln -s /opt/rt/bin/rt-mailgate > rt-mailgate from /etc/smrsh > > Now, I recieve this message from sendmail: > > ----- The following addresses had permanent fatal errors ----- > /opt/rt/bin/rt-mailgate > (expanded from: ) > > ----- Transcript of session follows ----- > 550 /opt/rt/bin/rt-mailgate... Can't create output: Symbolic links not > allowed > > Or, I can try it the other way: > > ----- The following addresses had permanent fatal errors ----- > /etc/smrsh/rt-mailgate > (expanded from: ) > > ----- Transcript of session follows ----- > 550 /etc/smrsh/rt-mailgate... Can't create output: Symbolic links not > allowed > > Can anyone help me correct this? I'm by no means a sendmail expert so > any help would be appreciated. > > Chris King > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Transporters are so ungodly. if god had wanted us to travel great distances instantaneously, he would have given us an internal materialisation/dematerialisation control. -- Shoshe Cole From dunkel at diku.dk Tue Mar 7 10:24:50 2000 From: dunkel at diku.dk (Jesper Holm Olsen) Date: Tue, 7 Mar 2000 16:24:50 +0100 (MET) Subject: [rt-users] Problems with mailgateway In-Reply-To: <20000306234825.P724@pallas.eruditorum.org> Message-ID: Ok. I found the error. Postfix' replacement copy of sendmail had been overwritten by a Solaris update patch, so I was invoking the original sendmail :-| BUT all my problems are still not solved! If I choose 'reply' to an entry, the 'TO' field is set to the requester as it should. If I choose 'send response', it seems (from the syslog) that 'sendmail' never gets invoked. If I however fill out the 'CC' field (with the same adress as in the 'TO' field), 'sendmail' gets called and sends the message ok. Could it be a bug in rt? On Mon, 6 Mar 2000, Jesse wrote: > #set this to whatever program you want to send the mail that RT generates > #be aware, however, that RT expects to be able to set the From: line > #with sendmail's command line syntax > $mailprog = "/usr/sbin/sendmail"; > $mail_options = "-oi -t "; > > > > On Mon, Mar 06, 2000 at 04:06:36PM +0100, Jesper Holm Olsen wrote: > > On Fri, 3 Mar 2000, Jesse wrote: > > > > > Well, I'm also running RT with postfix. and it works great. > > > Make sure that the user postfix is running as can actually _get_ to rt/bin. > > > > > > > Ok. I set the global execute bit on the /rt/bin dir and now I can > > _recieve_ mail :-) > > > > Unfortunatly I cannot _send_ mail (unless its adressed to the local > > server). When I watch the syslog it seems like postfix never gets invoked, > > if the email adress is something other than the local servers domain. > > > > How have you set up the mailconfiguration in /rt/etc/config.pm? -- Jesper Holm Olsen, Department of Computer Science and Department of Film and Media studies, University of Copenhagen Email: dunkel at diku.dk * Homepage: http://www.diku.dk/students/dunkel From chris.blackmor at amd.com Tue Mar 7 10:59:29 2000 From: chris.blackmor at amd.com (Chris Blackmor) Date: Tue, 7 Mar 2000 09:59:29 -0600 Subject: [rt-users] RT Question Message-ID: <20000307095929.H4457@carib> VERSION: 1.0.2pre2 SYSTEM: SunOS olympus 5.7 Generic_106541-08 sun4m sparc SUNW,SPARCstation-20 PERL: 5.0 patchlevel 4 subversion 4 BROWSER: netscape 4.61 LOCALMODS: NONE My sysadmin team is looking at RT for our small group to use to better support our users. We had one question and I haven't been able to find out through code digging. (Could be because I am just learning perl ) We would like to have default assignees to different "Areas". ie: Under the admin queue we have licensing, accounts, etc. We would like licensing to go to one subset of the admin team while accounts goes to another. Is there a way to do this? I appreciate any advice you could give me. Regards, Chris ----------------------------------------------------------------------------- * | When you give a lesson * * Chris Blackmor _______ | in meanness * * Advanced Micro Devices \____ | | to a critter or a person, * * Phone: (512) 602-1608 /| | | | don't be surprised * * Fax: (512) 602-5155 | |___| | | if they learn their * * Email: chris.blackmor at amd.com |____/ \| | lesson * * | Author Unknown* ----------------------------------------------------------------------------- * My comments are mine, and mine alone. * ----------------------------------------------------------------------------- From jesse at pallas.eruditorum.org Tue Mar 7 11:02:48 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Tue, 7 Mar 2000 11:02:48 -0500 Subject: [rt-users] RT Question In-Reply-To: <20000307095929.H4457@carib>; from chris.blackmor@amd.com on Tue, Mar 07, 2000 at 09:59:29AM -0600 References: <20000307095929.H4457@carib> Message-ID: <20000307110248.E724@pallas.eruditorum.org> Sounds like you want to set up different queues for those things, actually. Jesse On Tue, Mar 07, 2000 at 09:59:29AM -0600, Chris Blackmor wrote: > VERSION: 1.0.2pre2 > SYSTEM: SunOS olympus 5.7 Generic_106541-08 sun4m sparc SUNW,SPARCstation-20 > PERL: 5.0 patchlevel 4 subversion 4 > BROWSER: netscape 4.61 > LOCALMODS: NONE > > My sysadmin team is looking at RT for our small group to use to better support > our users. We had one question and I haven't been able to find out through > code digging. (Could be because I am just learning perl ) > > We would like to have default assignees to different "Areas". ie: Under > the admin queue we have licensing, accounts, etc. We would like licensing > to go to one subset of the admin team while accounts goes to another. > > Is there a way to do this? > > I appreciate any advice you could give me. > > Regards, > Chris > > ----------------------------------------------------------------------------- > * | When you give a lesson * > * Chris Blackmor _______ | in meanness * > * Advanced Micro Devices \____ | | to a critter or a person, * > * Phone: (512) 602-1608 /| | | | don't be surprised * > * Fax: (512) 602-5155 | |___| | | if they learn their * > * Email: chris.blackmor at amd.com |____/ \| | lesson * > * | Author Unknown* > ----------------------------------------------------------------------------- > * My comments are mine, and mine alone. * > ----------------------------------------------------------------------------- > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Pelcgb-serrqbz abj! From chris.blackmor at amd.com Tue Mar 7 11:16:29 2000 From: chris.blackmor at amd.com (Chris Blackmor) Date: Tue, 7 Mar 2000 10:16:29 -0600 Subject: [rt-users] RT Question In-Reply-To: <20000307110248.E724@pallas.eruditorum.org>; from jesse@pallas.eruditorum.org on Tue, Mar 07, 2000 at 11:02:48AM -0500 References: <20000307095929.H4457@carib> <20000307110248.E724@pallas.eruditorum.org> Message-ID: <20000307101629.I4457@carib> I had thought of that but there is a strong possibility that if we really like it that our California admin team may use it too which would require a different queue for CA vs. TX. I guess I'm outta luck on this request, huh? Thanks again for your time. C- On Tue, Mar 07, 2000 at 11:02:48AM -0500, Jesse wrote: > Sounds like you want to set up different queues for those things, actually. > > Jesse > On Tue, Mar 07, 2000 at 09:59:29AM -0600, Chris Blackmor wrote: > > VERSION: 1.0.2pre2 > > SYSTEM: SunOS olympus 5.7 Generic_106541-08 sun4m sparc SUNW,SPARCstation-20 > > PERL: 5.0 patchlevel 4 subversion 4 > > BROWSER: netscape 4.61 > > LOCALMODS: NONE > > > > My sysadmin team is looking at RT for our small group to use to better support > > our users. We had one question and I haven't been able to find out through > > code digging. (Could be because I am just learning perl ) > > > > We would like to have default assignees to different "Areas". ie: Under > > the admin queue we have licensing, accounts, etc. We would like licensing > > to go to one subset of the admin team while accounts goes to another. > > > > Is there a way to do this? > > > > I appreciate any advice you could give me. > > > > Regards, > > Chris > > > > ----------------------------------------------------------------------------- > > * | When you give a lesson * > > * Chris Blackmor _______ | in meanness * > > * Advanced Micro Devices \____ | | to a critter or a person, * > > * Phone: (512) 602-1608 /| | | | don't be surprised * > > * Fax: (512) 602-5155 | |___| | | if they learn their * > > * Email: chris.blackmor at amd.com |____/ \| | lesson * > > * | Author Unknown* > > ----------------------------------------------------------------------------- > > * My comments are mine, and mine alone. * > > ----------------------------------------------------------------------------- > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > -------------------------------------------------------------- > Pelcgb-serrqbz abj! -- ----------------------------------------------------------------------------- * | When you give a lesson * * Chris Blackmor _______ | in meanness * * Advanced Micro Devices \____ | | to a critter or a person, * * Phone: (512) 602-1608 /| | | | don't be surprised * * Fax: (512) 602-5155 | |___| | | if they learn their * * Email: chris.blackmor at amd.com |____/ \| | lesson * * | Author Unknown* ----------------------------------------------------------------------------- * My comments are mine, and mine alone. * ----------------------------------------------------------------------------- From jesse at pallas.eruditorum.org Tue Mar 7 12:09:14 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Tue, 7 Mar 2000 12:09:14 -0500 Subject: [rt-users] RT Question In-Reply-To: <20000307101629.I4457@carib>; from chris.blackmor@amd.com on Tue, Mar 07, 2000 at 10:16:29AM -0600 References: <20000307095929.H4457@carib> <20000307110248.E724@pallas.eruditorum.org> <20000307101629.I4457@carib> Message-ID: <20000307120914.H724@pallas.eruditorum.org> On Tue, Mar 07, 2000 at 10:16:29AM -0600, Chris Blackmor wrote: > > I had thought of that but there is a strong possibility that if we really > like it that our California admin team may use it too which would require > a different queue for CA vs. TX. > > I guess I'm outta luck on this request, huh? > I think that you may need to do separate queues for each seperate "team" :( So I understand the question properly, you would like to have tickets automatically get assigned to a particular user if they're in a specific area? jesse > Thanks again for your time. > C- > > On Tue, Mar 07, 2000 at 11:02:48AM -0500, Jesse wrote: > > Sounds like you want to set up different queues for those things, actually. > > > > Jesse > > On Tue, Mar 07, 2000 at 09:59:29AM -0600, Chris Blackmor wrote: > > > VERSION: 1.0.2pre2 > > > SYSTEM: SunOS olympus 5.7 Generic_106541-08 sun4m sparc SUNW,SPARCstation-20 > > > PERL: 5.0 patchlevel 4 subversion 4 > > > BROWSER: netscape 4.61 > > > LOCALMODS: NONE > > > > > > My sysadmin team is looking at RT for our small group to use to better support > > > our users. We had one question and I haven't been able to find out through > > > code digging. (Could be because I am just learning perl ) > > > > > > We would like to have default assignees to different "Areas". ie: Under > > > the admin queue we have licensing, accounts, etc. We would like licensing > > > to go to one subset of the admin team while accounts goes to another. > > > > > > Is there a way to do this? > > > > > > I appreciate any advice you could give me. > > > > > > Regards, > > > Chris > > > > > > ----------------------------------------------------------------------------- > > > * | When you give a lesson * > > > * Chris Blackmor _______ | in meanness * > > > * Advanced Micro Devices \____ | | to a critter or a person, * > > > * Phone: (512) 602-1608 /| | | | don't be surprised * > > > * Fax: (512) 602-5155 | |___| | | if they learn their * > > > * Email: chris.blackmor at amd.com |____/ \| | lesson * > > > * | Author Unknown* > > > ----------------------------------------------------------------------------- > > > * My comments are mine, and mine alone. * > > > ----------------------------------------------------------------------------- > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.fsck.com > > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > > > -- > > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > > -------------------------------------------------------------- > > Pelcgb-serrqbz abj! > > -- > ----------------------------------------------------------------------------- > * | When you give a lesson * > * Chris Blackmor _______ | in meanness * > * Advanced Micro Devices \____ | | to a critter or a person, * > * Phone: (512) 602-1608 /| | | | don't be surprised * > * Fax: (512) 602-5155 | |___| | | if they learn their * > * Email: chris.blackmor at amd.com |____/ \| | lesson * > * | Author Unknown* > ----------------------------------------------------------------------------- > * My comments are mine, and mine alone. * > ----------------------------------------------------------------------------- > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- There are no supercomputer applications that are solvable that cannot be solved in finite time using a fucking TRS-80 with approprite disk/tape drives. Zero. -Tanj From chris.blackmor at amd.com Tue Mar 7 13:47:03 2000 From: chris.blackmor at amd.com (Chris Blackmor) Date: Tue, 7 Mar 2000 12:47:03 -0600 Subject: [rt-users] RT Question In-Reply-To: <20000307120914.H724@pallas.eruditorum.org>; from jesse@pallas.eruditorum.org on Tue, Mar 07, 2000 at 12:09:14PM -0500 References: <20000307095929.H4457@carib> <20000307110248.E724@pallas.eruditorum.org> <20000307101629.I4457@carib> <20000307120914.H724@pallas.eruditorum.org> Message-ID: <20000307124703.N4457@carib> Jesse, Yeah... you got it. Since there are two small teams in two disjoint sites that would both need the same "Areas" defined but different starting queues it would be cool if we could assign default owners to different areas. Thanks for the pump about "crushing the EVIL empire (Intel)". Our stocks actually hit an all time high just a little while ago of $60. Of course it went back down but at least we have actually made it out of the teens! ;) Thanks for the feed back.... BTW, my entire team loved you sig file! C- On Tue, Mar 07, 2000 at 12:09:14PM -0500, Jesse wrote: > On Tue, Mar 07, 2000 at 10:16:29AM -0600, Chris Blackmor wrote: > > > > I had thought of that but there is a strong possibility that if we really > > like it that our California admin team may use it too which would require > > a different queue for CA vs. TX. > > > > I guess I'm outta luck on this request, huh? > > > > I think that you may need to do separate queues for each seperate "team" :( > So I understand the question properly, you would like to have tickets automatically > get assigned to a particular user if they're in a specific area? > > jesse > > > Thanks again for your time. > > C- > > > > On Tue, Mar 07, 2000 at 11:02:48AM -0500, Jesse wrote: > > > Sounds like you want to set up different queues for those things, actually. > > > > > > Jesse > > > On Tue, Mar 07, 2000 at 09:59:29AM -0600, Chris Blackmor wrote: > > > > VERSION: 1.0.2pre2 > > > > SYSTEM: SunOS olympus 5.7 Generic_106541-08 sun4m sparc SUNW,SPARCstation-20 > > > > PERL: 5.0 patchlevel 4 subversion 4 > > > > BROWSER: netscape 4.61 > > > > LOCALMODS: NONE > > > > > > > > My sysadmin team is looking at RT for our small group to use to better support > > > > our users. We had one question and I haven't been able to find out through > > > > code digging. (Could be because I am just learning perl ) > > > > > > > > We would like to have default assignees to different "Areas". ie: Under > > > > the admin queue we have licensing, accounts, etc. We would like licensing > > > > to go to one subset of the admin team while accounts goes to another. > > > > > > > > Is there a way to do this? > > > > > > > > I appreciate any advice you could give me. > > > > > > > > Regards, > > > > Chris > > > > > > > > ----------------------------------------------------------------------------- > > > > * | When you give a lesson * > > > > * Chris Blackmor _______ | in meanness * > > > > * Advanced Micro Devices \____ | | to a critter or a person, * > > > > * Phone: (512) 602-1608 /| | | | don't be surprised * > > > > * Fax: (512) 602-5155 | |___| | | if they learn their * > > > > * Email: chris.blackmor at amd.com |____/ \| | lesson * > > > > * | Author Unknown* > > > > ----------------------------------------------------------------------------- > > > > * My comments are mine, and mine alone. * > > > > ----------------------------------------------------------------------------- > > > > > > > > > > > > _______________________________________________ > > > > rt-users mailing list > > > > rt-users at lists.fsck.com > > > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > > > > > > -- > > > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > > > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > > > -------------------------------------------------------------- > > > Pelcgb-serrqbz abj! > > > > -- > > ----------------------------------------------------------------------------- > > * | When you give a lesson * > > * Chris Blackmor _______ | in meanness * > > * Advanced Micro Devices \____ | | to a critter or a person, * > > * Phone: (512) 602-1608 /| | | | don't be surprised * > > * Fax: (512) 602-5155 | |___| | | if they learn their * > > * Email: chris.blackmor at amd.com |____/ \| | lesson * > > * | Author Unknown* > > ----------------------------------------------------------------------------- > > * My comments are mine, and mine alone. * > > ----------------------------------------------------------------------------- > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > -------------------------------------------------------------- > There are no supercomputer applications that are solvable that cannot be solved > in finite time using a fucking TRS-80 with approprite disk/tape drives. Zero. > -Tanj -- ----------------------------------------------------------------------------- * | When you give a lesson * * Chris Blackmor _______ | in meanness * * Advanced Micro Devices \____ | | to a critter or a person, * * Phone: (512) 602-1608 /| | | | don't be surprised * * Fax: (512) 602-5155 | |___| | | if they learn their * * Email: chris.blackmor at amd.com |____/ \| | lesson * * | Author Unknown* ----------------------------------------------------------------------------- * My comments are mine, and mine alone. * ----------------------------------------------------------------------------- From jesse at pallas.eruditorum.org Tue Mar 7 21:23:26 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Tue, 7 Mar 2000 21:23:26 -0500 Subject: [rt-users] Problems with mailgateway In-Reply-To: ; from dunkel@diku.dk on Tue, Mar 07, 2000 at 04:24:50PM +0100 References: <20000306234825.P724@pallas.eruditorum.org> Message-ID: <20000307212326.R724@pallas.eruditorum.org> RT is smart enough not to send mail to the requestor if the requestor is also the person who sent the message. On Tue, Mar 07, 2000 at 04:24:50PM +0100, Jesper Holm Olsen wrote: > > Ok. I found the error. Postfix' replacement copy of sendmail had been > overwritten by a Solaris update patch, so I was invoking the original > sendmail :-| > > BUT all my problems are still not solved! If I choose 'reply' to an entry, > the 'TO' field is set to the requester as it should. If I choose 'send > response', it seems (from the syslog) that 'sendmail' never gets invoked. > If I however fill out the 'CC' field (with the same adress as in the 'TO' > field), 'sendmail' gets called and sends the message ok. > > Could it be a bug in rt? > > > On Mon, 6 Mar 2000, Jesse wrote: > > > #set this to whatever program you want to send the mail that RT generates > > #be aware, however, that RT expects to be able to set the From: line > > #with sendmail's command line syntax > > $mailprog = "/usr/sbin/sendmail"; > > $mail_options = "-oi -t "; > > > > > > > > On Mon, Mar 06, 2000 at 04:06:36PM +0100, Jesper Holm Olsen wrote: > > > On Fri, 3 Mar 2000, Jesse wrote: > > > > > > > Well, I'm also running RT with postfix. and it works great. > > > > Make sure that the user postfix is running as can actually _get_ to rt/bin. > > > > > > > > > > Ok. I set the global execute bit on the /rt/bin dir and now I can > > > _recieve_ mail :-) > > > > > > Unfortunatly I cannot _send_ mail (unless its adressed to the local > > > server). When I watch the syslog it seems like postfix never gets invoked, > > > if the email adress is something other than the local servers domain. > > > > > > How have you set up the mailconfiguration in /rt/etc/config.pm? > > > > -- > Jesper Holm Olsen, Department of Computer Science and Department of > Film and Media studies, University of Copenhagen > Email: dunkel at diku.dk * Homepage: http://www.diku.dk/students/dunkel > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Transporters are so ungodly. if god had wanted us to travel great distances instantaneously, he would have given us an internal materialisation/dematerialisation control. -- Shoshe Cole From jesse at pallas.eruditorum.org Tue Mar 7 21:29:26 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Tue, 7 Mar 2000 21:29:26 -0500 Subject: [rt-users] how to be somebody else with rt/rtq/rtadmin? In-Reply-To: <20000303151822.G13182@redback.com>; from dogcow@redback.com on Fri, Mar 03, 2000 at 03:18:22PM -0800 References: <20000303151822.G13182@redback.com> Message-ID: <20000307212926.S724@pallas.eruditorum.org> Basically, older versions of RT would if RT would incorrectly give you admin rights to all queues. Using RT 1.0.2 go and set your acls to "nothing" for all the queues you don't want to see. it should play somewhat nicer then. On Fri, Mar 03, 2000 at 03:18:22PM -0800, Tom Spindler wrote: > I've been thinking about whacking the admin bit from my rt [1.0.2] > account so I don't automagically get all mail for all queues; however, > it'd be helpful if I could use the cli tools as some other user (I > want to set up an 'administrator' account, basically). Is there any way > to make RT 1.0.x think I'm some other user from the command line, or am > I forced to go through the CGI? > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Linux is like a Vorlon. It is incredibly powerful, gives terse, cryptic answers and has a lot of things going on in the background. From jesse at pallas.eruditorum.org Tue Mar 7 21:50:33 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Tue, 7 Mar 2000 21:50:33 -0500 Subject: [rt-users] RT Question In-Reply-To: <20000307124703.N4457@carib>; from chris.blackmor@amd.com on Tue, Mar 07, 2000 at 12:47:03PM -0600 References: <20000307095929.H4457@carib> <20000307110248.E724@pallas.eruditorum.org> <20000307101629.I4457@carib> <20000307120914.H724@pallas.eruditorum.org> <20000307124703.N4457@carib> Message-ID: <20000307215033.U724@pallas.eruditorum.org> On Tue, Mar 07, 2000 at 12:47:03PM -0600, Chris Blackmor wrote: > Jesse, > > Yeah... you got it. Since there are two small teams in two disjoint sites > that would both need the same "Areas" defined but different starting queues > it would be cool if we could assign default owners to different areas. > *nod* This should be possible with simple plugin code in 2.0. for now, it's not as easy :/ > Thanks for the pump about "crushing the EVIL empire (Intel)". Hey, they even compete with _me_. (They give away a ticketing system) jesse -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- A REAL sysadmin challenge is "resurrect five dead mailserver while so ripped to the gills on mdma that you can't focus on any given line of text for more than 10 seconds continuously." -Nathan Mehl From gashalot at gashalot.com Tue Mar 7 23:13:19 2000 From: gashalot at gashalot.com (Robert Gash) Date: Tue, 7 Mar 2000 23:13:19 -0500 (EST) Subject: [rt-users] WebRT issues on Macintosh platforms Message-ID: We just upgraded from 1.0.1 to 1.0.2 and I have noticed a very odd bug in WebRT that just appeared with 1.0.2. One of our heavy users has a Macintosh that he uses RT from, which should pose no problem. HOWEVER, whenever that user replies to a ticket, RT does not send Email for it. It records the correspondance in the database, it even says everything worked fine, but no Email is sent. If the user puts an Email into the manual CC: and BCC: fields those messages go out, but otherwise it just goes into the bitbucket. The weirdest part about it is that I can do the exact same thing from Windows and it is sent EVERY time (and from lynx as well). Are there any changes in 1.0.2's webrt that could make this odd problem happen? -Robert Gash -- .----------------- PGP Key: `finger gashalot at gashalot.com` -----------------. | Robert Gash | Work - gashalot at fasturl.net | | Senior Systems Administrator | Personal - gashalot at gashalot.com | | VenerNet Inc -- www.fasturl.net | http://www.gashalot.com | `---- PGP Key Fprint: 78 5D 64 D2 99 F3 D8 A0 B2 56 DF EF F2 C6 D3 DF ----' From jesse at pallas.eruditorum.org Tue Mar 7 23:16:03 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Tue, 7 Mar 2000 23:16:03 -0500 Subject: [rt-users] WebRT issues on Macintosh platforms In-Reply-To: ; from gashalot@gashalot.com on Tue, Mar 07, 2000 at 11:13:19PM -0500 References: Message-ID: <20000307231603.W724@pallas.eruditorum.org> I think it may be that the "is a requestor" algorithm got more agressive. Can the SAME USER logged into a windows box reply to the SAME ticket and see it sent out properly? j esse On Tue, Mar 07, 2000 at 11:13:19PM -0500, Robert Gash wrote: > We just upgraded from 1.0.1 to 1.0.2 and I have noticed a very odd bug in > WebRT that just appeared with 1.0.2. One of our heavy users has a > Macintosh that he uses RT from, which should pose no problem. HOWEVER, > whenever that user replies to a ticket, RT does not send Email for it. It > records the correspondance in the database, it even says everything worked > fine, but no Email is sent. > > If the user puts an Email into the manual CC: and BCC: fields those > messages go out, but otherwise it just goes into the bitbucket. The > weirdest part about it is that I can do the exact same thing from Windows > and it is sent EVERY time (and from lynx as well). Are there any changes > in 1.0.2's webrt that could make this odd problem happen? > > -Robert Gash > > -- > .----------------- PGP Key: `finger gashalot at gashalot.com` -----------------. > | Robert Gash | Work - gashalot at fasturl.net | > | Senior Systems Administrator | Personal - gashalot at gashalot.com | > | VenerNet Inc -- www.fasturl.net | http://www.gashalot.com | > `---- PGP Key Fprint: 78 5D 64 D2 99 F3 D8 A0 B2 56 DF EF F2 C6 D3 DF ----' > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- I admit that X is the second worst windowing system in the world, but all the others I've used are tied for first. From jeff+rt at websitefactory.net Wed Mar 8 10:10:53 2000 From: jeff+rt at websitefactory.net (Jeffrey H. Johnson) Date: Wed, 08 Mar 2000 10:10:53 -0500 Subject: [rt-users] WebRT issues on Macintosh platforms In-Reply-To: <20000307231603.W724@pallas.eruditorum.org> Message-ID: <160498.3161499053@kevlar.websitefactory.net> That's really weird. Is this using IE4.5, 5.0b3x, or Netscape 4.72? I haven't really used IE4.5 or Netscape 4.7x on MacOS, but I'm been using a Mac as my main machine here for quite a few weeks, without incident. Running OS9.0.4f3, Internet Explorer 5.0b33 (Build 1972.2), on a G4 Sawtooth machine, and I'm having less problems than I ever had on my BSD machine. RT large tables seem to render about 5 or 6 times faster as well using the mac. Let me know if you need any suggestions, I'll give you my settings if you like. --On Tuesday, March 7, 2000 11:16 PM -0500 Jesse wrote: > I think it may be that the "is a requestor" algorithm got more agressive. > Can the SAME USER logged into a windows box reply to the SAME ticket and > see it sent out properly? > > > j esse > > On Tue, Mar 07, 2000 at 11:13:19PM -0500, Robert Gash wrote: >> We just upgraded from 1.0.1 to 1.0.2 and I have noticed a very odd bug in >> WebRT that just appeared with 1.0.2. One of our heavy users has a >> Macintosh that he uses RT from, which should pose no problem. HOWEVER, >> whenever that user replies to a ticket, RT does not send Email for it. It >> records the correspondance in the database, it even says everything worked >> fine, but no Email is sent. >> >> If the user puts an Email into the manual CC: and BCC: fields those >> messages go out, but otherwise it just goes into the bitbucket. The >> weirdest part about it is that I can do the exact same thing from Windows >> and it is sent EVERY time (and from lynx as well). Are there any changes >> in 1.0.2's webrt that could make this odd problem happen? >> >> -Robert Gash >> >> -- >> .----------------- PGP Key: `finger gashalot at gashalot.com` >> -----------------. | Robert Gash | Work - >> gashalot at fasturl.net | | Senior Systems Administrator | Personal >> - gashalot at gashalot.com | | VenerNet Inc -- www.fasturl.net | >> http://www.gashalot.com | `---- PGP Key Fprint: 78 5D 64 D2 99 F3 D8 A0 >> B2 56 DF EF F2 C6 D3 DF ----' >> >> >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.com >> http://lists.fsck.com/mailman/listinfo/rt-users >> > > -- > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > -------------------------------------------------------------- > I admit that X is the second worst windowing system in the world, but all > the others I've used are tied for first. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Jeffrey H. Johnson - jeff at websitefactory.net - System Administration - TrN Barnet Worldwide Enterprises - The Website Factory - www.websitefactory.net From clark at desktop.com Wed Mar 8 10:55:36 2000 From: clark at desktop.com (Clark Shishido) Date: Wed, 8 Mar 2000 07:55:36 -0800 Subject: [rt-users] WebRT issues on Macintosh platforms In-Reply-To: <160498.3161499053@kevlar.websitefactory.net>; from Jeffrey H. Johnson on Wed, Mar 08, 2000 at 10:10:53AM -0500 References: <20000307231603.W724@pallas.eruditorum.org> <160498.3161499053@kevlar.websitefactory.net> Message-ID: <20000308075536.A51633@desktop.com> On Wed, Mar 08, 2000 at 10:10:53AM -0500, Jeffrey H. Johnson emailed: > > That's really weird. Is this using IE4.5, 5.0b3x, or Netscape 4.72? I > haven't really used IE4.5 or Netscape 4.7x on MacOS, but I'm been using a > Mac as my main machine here for quite a few weeks, without incident. > > Running OS9.0.4f3, Internet Explorer 5.0b33 (Build 1972.2), on a G4 Sawtooth > machine, and I'm having less problems than I ever had on my BSD machine. > RT large tables seem to render about 5 or 6 times faster as well using the mac. The only Mac/Netscape bug I know about is when using webrt/frames and hitting the refresh request link destroys the top two frames. I remember Jesse telling me that it's a Mac Netscape frame issue. But I don't use the frames version very much anymore (too many open tickets). I just tried both IE's and the frames work properly. As for your BSD box, are you using the linux binary or the FreeBSD binary? I'm using Netscape 4.6.1/linux running on linux-base-5.2 with much fewer problems. But it still crashes about once a day, whereas Communicator4.72/Mac only crashes on me once a week or so on MacOS9. Of course, the original report was about sending mail under RT-1.0.2, I'll have to upgrade and see if I notice any difference in how mail gets sent out. --clark still a Mac boy busy playing with MacOS X: BSD with a Mac GUI who could ask for more? From jeff+rt at websitefactory.net Wed Mar 8 15:01:15 2000 From: jeff+rt at websitefactory.net (Jeffrey H. Johnson) Date: Wed, 08 Mar 2000 15:01:15 -0500 Subject: [rt-users] RT Statistics Packages. Message-ID: <1208340.3161516475@kevlar.websitefactory.net> I hate to ask this, but I used to have a large RT archive, but I recently lost in when moving to the jeff+rt at websitefactory.net, and I see that the archives at fsck go back only one month. Somebody mentioned that he had statistics software, which was 'very good' with both the support teams and the bosses. Do you remember which one this was? And where I might find it. I've been told we 'need stats'. Gotta love those requests from the suits. Have a great day. :) -- Jeffrey H. Johnson - jeff at websitefactory.net - System Administration - TrN Barnet Worldwide Enterprises - The Website Factory - www.websitefactory.net From jesse at fsck.com Wed Mar 8 15:02:38 2000 From: jesse at fsck.com (Jesse) Date: Wed, 8 Mar 2000 15:02:38 -0500 Subject: [rt-users] Re: RT Statistics Packages. In-Reply-To: <1208340.3161516475@kevlar.websitefactory.net>; from jeff+rt@websitefactory.net on Wed, Mar 08, 2000 at 03:01:15PM -0500 References: <1208340.3161516475@kevlar.websitefactory.net> Message-ID: <20000308150238.I724@pallas.eruditorum.org> There's actually archives going all the way back linked from http://lists.fsck.com On Wed, Mar 08, 2000 at 03:01:15PM -0500, Jeffrey H. Johnson wrote: > I hate to ask this, but I used to have a large RT archive, but I recently > lost in when moving to the jeff+rt at websitefactory.net, and I see that the > archives at fsck go back only one month. > > Somebody mentioned that he had statistics software, which was 'very good' > with both the support teams and the bosses. Do you remember which one this > was? And where I might find it. I've been told we 'need stats'. > > Gotta love those requests from the suits. Have a great day. :) > > -- > Jeffrey H. Johnson - jeff at websitefactory.net - System Administration - TrN > Barnet Worldwide Enterprises - The Website Factory - www.websitefactory.net > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- that's security the same way that asking for directions to topeka and being told that a seal is a mammal is informative -robin at apocalypse.org From hsub at softhome.net Wed Mar 8 16:05:26 2000 From: hsub at softhome.net (Barnett Hsu) Date: Wed, 08 Mar 2000 13:05:26 -0800 Subject: [rt-users] Web Interface Doesn't Work Message-ID: <38C6C096.EA822988@softhome.net> I'm trying to install rt-1.0.2. The CLI appears to work but the web interface doesn't. Attempting to use the web scripts, I get "Internal Server Error... Premature end of script headers: ..." When I run the admin-webrt.cgi and webrt.cgi files at a Unix command-line, what appears to be the correct HTML is displayed. perl 5.004p4, CGI.pm 2.56, apache 1.3.3, FreeBSD 2.2.6. Why would the scripts appear to work from a command-line, but not from a browser? Help? From jesse at pallas.eruditorum.org Wed Mar 8 23:17:42 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Wed, 8 Mar 2000 23:17:42 -0500 Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: <38C6C096.EA822988@softhome.net>; from hsub@softhome.net on Wed, Mar 08, 2000 at 01:05:26PM -0800 References: <38C6C096.EA822988@softhome.net> Message-ID: <20000308231742.O724@pallas.eruditorum.org> On Wed, Mar 08, 2000 at 01:05:26PM -0800, Barnett Hsu wrote: > I'm trying to install rt-1.0.2. The CLI appears to work but the > web interface doesn't. Attempting to use the web scripts, > I get "Internal Server Error... Premature end of script > headers: ..." > Apache's error logs should have more info than that. What happens when you run the cgi from the commandline as the user that apache runs as? > When I run the admin-webrt.cgi and webrt.cgi files > at a Unix command-line, what appears to be > the correct HTML is displayed. > > perl 5.004p4, CGI.pm 2.56, apache 1.3.3, FreeBSD 2.2.6. > > Why would the scripts appear to work from a command-line, > but not from a browser? > > Help? > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Pelcgb-serrqbz abj! From hsub at softhome.net Thu Mar 9 01:03:35 2000 From: hsub at softhome.net (Barnett Hsu) Date: Wed, 08 Mar 2000 22:03:35 -0800 Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: <20000308231742.O724@pallas.eruditorum.org> References: <38C6C096.EA822988@softhome.net> <38C6C096.EA822988@softhome.net> Message-ID: <4.3.0.20000308215624.00a9a890@127.0.0.1> At 11:17 PM 3/8/2000 -0500, you wrote: >On Wed, Mar 08, 2000 at 01:05:26PM -0800, Barnett Hsu wrote: > > I'm trying to install rt-1.0.2. The CLI appears to work but the > > web interface doesn't. Attempting to use the web scripts, > > I get "Internal Server Error... Premature end of script > > headers: ..." > > >Apache's error logs should have more info than that. Apache's error logs show: [Wed Mar 8 10:55:41 2000] [error] [client 138.23.168.101] Premature end of script headers: /h/webdata/cgi-bin/admin-webrt.cgi Can't locate /usr/local/reqtrack/etc/config.pm in @INC (@INC contains: /usr/local/lib/perl5/i386-freebsd/5.00404 /usr/local/lib/perl5 /usr/local/lib/perl5/site_perl/i386-freebsd /usr/local/lib/perl5/site_perl /usr/local/reqtrack/lib) at /usr/local/reqtrack/bin/rtmux.pl line 20. >What happens when you run the cgi from the commandline as the user >that apache runs as? > $ ./admin-webrt.cgi Can't locate /usr/local/reqtrack/etc/config.pm in @INC (@INC contains: /usr/local/lib/perl5/i386-freebsd/5.00404 /usr/local/lib/perl5 /usr/local/lib/perl5/site_perl/i386-freebsd /usr/local/lib/perl5/site_perl /usr/local/reqtrack/lib) at /usr/local/reqtrack/bin/rtmux.pl line 20. /usr/local/reqtrack/etc/config.pm does exist: # cd /usr/local/reqtrack/etc # ls -la total 13 dr-xr-x--- 3 reqtrack reqtrack 512 Mar 8 10:15 . dr-xr-xr-x 6 root wheel 512 Mar 8 10:15 .. -r-xr-x--x 1 reqtrack reqtrack 3529 Mar 8 10:15 config.pm -r-xr-x--x 1 reqtrack reqtrack 3606 Sep 30 21:22 config.pm.old -r-xr-x--x 1 reqtrack reqtrack 516 Mar 8 10:15 mysql.acl -r-xr-x--x 1 reqtrack reqtrack 561 Feb 20 1999 mysql.acl.orig drwxr-x--- 3 reqtrack reqtrack 512 Mar 8 10:15 templates --- Barnett Hsu Voicemail: (714) 989-3100 x 1461 E-mail: hsub at softhome.net Web: http://bhworld.cjb.net/ PGP Public Key at http://ucrbhsu.tripod.com/bio/pgp.html From jesse at pallas.eruditorum.org Thu Mar 9 10:10:27 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Thu, 9 Mar 2000 10:10:27 -0500 Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: <4.3.0.20000308215624.00a9a890@127.0.0.1>; from hsub@softhome.net on Wed, Mar 08, 2000 at 10:03:35PM -0800 References: <38C6C096.EA822988@softhome.net> <38C6C096.EA822988@softhome.net> <20000308231742.O724@pallas.eruditorum.org> <4.3.0.20000308215624.00a9a890@127.0.0.1> Message-ID: <20000309101027.V724@pallas.eruditorum.org> That sounds like a permissions problem. Either some parent of reqtrack isn't readable by nobody or webrt.cgi has lost its setuidness jesse On Wed, Mar 08, 2000 at 10:03:35PM -0800, Barnett Hsu wrote: > At 11:17 PM 3/8/2000 -0500, you wrote: > >On Wed, Mar 08, 2000 at 01:05:26PM -0800, Barnett Hsu wrote: > > > I'm trying to install rt-1.0.2. The CLI appears to work but the > > > web interface doesn't. Attempting to use the web scripts, > > > I get "Internal Server Error... Premature end of script > > > headers: ..." > > > > >Apache's error logs should have more info than that. > > Apache's error logs show: > > [Wed Mar 8 10:55:41 2000] [error] [client 138.23.168.101] Premature end of > script headers: /h/webdata/cgi-bin/admin-webrt.cgi > Can't locate /usr/local/reqtrack/etc/config.pm in @INC (@INC contains: > /usr/local/lib/perl5/i386-freebsd/5.00404 /usr/local/lib/perl5 > /usr/local/lib/perl5/site_perl/i386-freebsd /usr/local/lib/perl5/site_perl > /usr/local/reqtrack/lib) at /usr/local/reqtrack/bin/rtmux.pl line 20. > > >What happens when you run the cgi from the commandline as the user > >that apache runs as? > > > $ ./admin-webrt.cgi > Can't locate /usr/local/reqtrack/etc/config.pm in @INC (@INC contains: > /usr/local/lib/perl5/i386-freebsd/5.00404 /usr/local/lib/perl5 > /usr/local/lib/perl5/site_perl/i386-freebsd /usr/local/lib/perl5/site_perl > /usr/local/reqtrack/lib) at /usr/local/reqtrack/bin/rtmux.pl line 20. > > > /usr/local/reqtrack/etc/config.pm does exist: > > # cd /usr/local/reqtrack/etc > # ls -la > total 13 > dr-xr-x--- 3 reqtrack reqtrack 512 Mar 8 10:15 . > dr-xr-xr-x 6 root wheel 512 Mar 8 10:15 .. > -r-xr-x--x 1 reqtrack reqtrack 3529 Mar 8 10:15 config.pm > -r-xr-x--x 1 reqtrack reqtrack 3606 Sep 30 21:22 config.pm.old > -r-xr-x--x 1 reqtrack reqtrack 516 Mar 8 10:15 mysql.acl > -r-xr-x--x 1 reqtrack reqtrack 561 Feb 20 1999 mysql.acl.orig > drwxr-x--- 3 reqtrack reqtrack 512 Mar 8 10:15 templates > > > --- > Barnett Hsu Voicemail: (714) 989-3100 x 1461 > E-mail: hsub at softhome.net Web: http://bhworld.cjb.net/ > PGP Public Key at http://ucrbhsu.tripod.com/bio/pgp.html > > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Gur SOV jnagf gb znxr guvf fvt vyyrtny. From rick at deepskies.com Thu Mar 9 17:14:01 2000 From: rick at deepskies.com (Rick Towns) Date: Thu, 9 Mar 2000 17:14:01 -0500 Subject: [rt-users] Weird time in Apache Message-ID: <001901bf8a14$c7430360$3a9ad0d8@csolve.net> When I run Sun Web Server 2.1, the times in my queue look fine. I switched over to Apache 1.3.3, and I noticed that some of the time display (specifically in the details of a case) are off by 4 hours. Is there a time adjustment setting in RT that I can use? Or is this an Apache problem? (Probably, since it works fine is SWS 2.1). Thanks! Rick -------------- next part -------------- An HTML attachment was scrubbed... URL: From hsub at softhome.net Thu Mar 9 19:36:26 2000 From: hsub at softhome.net (Barnett Hsu) Date: Thu, 09 Mar 2000 16:36:26 -0800 Subject: [rt-users] Web Interface Doesn't Work Message-ID: <4.3.0.20000309163615.00a9d9d0@127.0.0.1> At 10:10 AM 3/9/2000 -0500, you wrote: >That sounds like a permissions problem. Either some parent of reqtrack >isn't readable >by nobody or webrt.cgi has lost its setuidness Ok. It looks like it was a permissions problem. I had to change the permissions on /usr/local/reqtrack/etc itself to be world read/execute. All of the parents of that directory were already world read/execute. After changing the permissions, the web interface appeared in my browser. While playing around with changing the priority of requests and so forth, I discovered I needed to change the permissions of /usr/local/reqtrack/etc/templates and its subdirectories to be world read/execute as well. Otherwise, the e-mails that get sent out regarding the transactions contain only an error message. So far my co-workers and I have been impressed with Request Tracker's web interface. However, unless I missed something somewhere, I noticed that there doesn't seem to be any way to display the transactions themselves in both the cli and web interfaces. Only the transaction history can be displayed? So it appears I would have to save all of the e-mail or I won't have the contents of the requestor's e-mail and so forth to refer back to? --- Barnett Hsu Voicemail: (714) 989-3100 x 1461 E-mail: hsub at softhome.net Web: http://bhworld.cjb.net/ PGP Public Key at http://ucrbhsu.tripod.com/bio/pgp.html From charlieb at aurema.com Thu Mar 9 20:01:20 2000 From: charlieb at aurema.com (Charlie Brady) Date: Fri, 10 Mar 2000 12:01:20 +1100 (EST) Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: <4.3.0.20000309163615.00a9d9d0@127.0.0.1> Message-ID: On Thu, 9 Mar 2000, Barnett Hsu wrote: > So far my co-workers and I have been impressed with > Request Tracker's web interface. However, unless > I missed something somewhere, I noticed that there > doesn't seem to be any way to display the transactions > themselves in both the cli and web interfaces. Only > the transaction history can be displayed? So it appears > I would have to save all of the e-mail or I won't > have the contents of the requestor's e-mail and > so forth to refer back to? That also sounds like a permissions problem. If the RT scripts running from the web server cannot read the transactions, that is how it will look. Go back to the install documentation and check every step. Charlie Brady Aurema Pty Ltd PO Box 305, Strawberry Hills, NSW 2012, Australia Email:charlieb at aurema.com, Tel: +61 2 9698 2322, Fax: +61 2 9699 9174 "I think it would be a good idea." Gandhi, on Western Civilisation. From egoodwin at unimatrix.com Thu Mar 9 20:43:03 2000 From: egoodwin at unimatrix.com (R. Eriks Goodwin) Date: Thu, 09 Mar 2000 20:43:03 -0500 Subject: [rt-users] Lost Information Message-ID: <38C85327.4A8A8FEA@unimatrix.com> Thank you to those who replied to my previous request for someone I could pay to get my RT installation up and running. Alas, thanks to a server crash [may MS rot in you-know-where], I have lost the information of those interested. Here again is my request: I would like to pay someone to configure RT for my company. RT is installed and the web interface appears to be working. We are unable to get the system to actually function. The system is running on a CorelLinux box. Please only reply if you are experienced or highly knowledgeable about RT. We need this system up and running asap and I need someone who can be available on an ongoing basis to do tech fixes or upgrades or custom coding as needed (for pay, of course). Thank you, Eriks Goodwin -- R. Eriks Goodwin, CEO UniMatrix International Corporation 2101 East Main Street, Suite 900 Richmond, Virginia 23223-7050, U.S.A. Tel: 804-780-0590 Fax: 804-780-0591 Computers * Web Sites * SDSL, T-1, T-3, DS-3 http://www.unimatrix.com From hsub at softhome.net Fri Mar 10 00:20:50 2000 From: hsub at softhome.net (Barnett Hsu) Date: Thu, 09 Mar 2000 21:20:50 -0800 Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: References: <4.3.0.20000309163615.00a9d9d0@127.0.0.1> Message-ID: <4.3.0.20000309210917.00acf740@127.0.0.1> At 12:01 PM 3/10/2000 +1100, Charlie Brady wrote: >That also sounds like a permissions problem. If the RT scripts running >from the web server cannot read the transactions, that is how it will >look. Go back to the install documentation and check every step. I already went through the install documentation when I discovered the first problem. But anyway, yes, this one was a permissions problem as well. I had to make the transactions directory and all of its subdirectories world readable/executable. Then I discovered that if I tried to reply to a requestor via the web interface, that also results in the "Internal Server Error" web page. I ended up having to make the transactions directory and its subdirectories be world writable too. Then that worked. I never expected to have permissions problems -- permissions were set by the Makefile and I didn't change any permissions until after I got the "Internal Server Error" pages. Considering the scripts were setuid, I would have thought there wouldn't be any permissions problems... Oh well, thanks to all for the help. From charlieb at aurema.com Fri Mar 10 00:32:10 2000 From: charlieb at aurema.com (Charlie Brady) Date: Fri, 10 Mar 2000 16:32:10 +1100 (EST) Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: <4.3.0.20000309210917.00acf740@127.0.0.1> Message-ID: On Thu, 9 Mar 2000, Barnett Hsu wrote: > At 12:01 PM 3/10/2000 +1100, Charlie Brady wrote: > >That also sounds like a permissions problem. If the RT scripts running > >from the web server cannot read the transactions, that is how it will > >look. Go back to the install documentation and check every step. > > I already went through the install documentation > when I discovered the first problem. But anyway, > yes, this one was a permissions problem as well. > I had to make the transactions directory and all > of its subdirectories world readable/executable. You shouldn't need to do that. You should find a solution which works correctly without being too promiscuous. You may need to change some ownership, or something else, but you should seek a solution which is less drastic. ... > I never expected to have permissions problems -- > permissions were set by the Makefile and I didn't > change any permissions until after I got the > "Internal Server Error" pages. Considering the > scripts were setuid, I would have thought there > wouldn't be any permissions problems... Are you sure that the setuid is working? You aren't mounting via NFS are you? Charlie Brady Aurema Pty Ltd PO Box 305, Strawberry Hills, NSW 2012, Australia Email:charlieb at aurema.com, Tel: +61 2 9698 2322, Fax: +61 2 9699 9174 "I think it would be a good idea." Gandhi, on Western Civilisation. From hakke at iki.fi Fri Mar 10 08:24:58 2000 From: hakke at iki.fi (Riku Hakkarainen) Date: Fri, 10 Mar 2000 15:24:58 +0200 (EET) Subject: [rt-users] RT questions Message-ID: Hello, We are moving from req to RT and have some questions. RT1.0.3pre1, Solaris 2.6. Can we use these in any way in RT? 1. An "extra alias" to the queue so that mail gets sended to this address too $mailing_list_dist = "noc-dist"; 2. Can I log all of queue's maillog to one file? 3. What about killfile, ie. mail from specified address goes not to queue and gets no ticket number $kill_file = "killfile"; 4. And silent-users; the sender gets no autoreply SILENT=silent-users 5. Can I use similar to this "X-Request-Do: Resolve" in header, so that ticket automatically gets resolved? %RT RESOLVE doesn't work because I don't know the ticket number when sending > %RT RESOLVE RT: Batching resolve of . RT: You don't have permission to modify request # (0) 6. When user replies or resolves a ticket it should also be taken by that user. How to change that? 7. We'd like to be able to select the specific queues to the view not just all or just one. 8. Can we specify which transaction get mailed to requestor? The only useful is "take". 9. If I want serial number to begin at #10000, what should I do? -- Riku Hakkarainen hakke at iki.fi From Steve.Isaacs at itron.com Fri Mar 10 09:33:07 2000 From: Steve.Isaacs at itron.com (Steve Isaacs) Date: Fri, 10 Mar 2000 06:33:07 -0800 Subject: [rt-users] Web Interface Doesn't Work References: <4.3.0.20000309163615.00a9d9d0@127.0.0.1> Message-ID: <38C907A3.18486C62@itron.com> Barnett Hsu wrote: > > At 10:10 AM 3/9/2000 -0500, you wrote: > >That sounds like a permissions problem. Either some parent of reqtrack > >isn't readable > >by nobody or webrt.cgi has lost its setuidness > > Ok. It looks like it was a permissions problem. > I had to change the permissions on /usr/local/reqtrack/etc > itself to be world read/execute. All of the parents of > that directory were already world read/execute. After > changing the permissions, the web interface appeared in > my browser. Actually, I found on my system that I needed to change permissions to allow SUID (chmod +s ... ). In my opinion this slightly more secure than allowing world read and execute access. I believe this was required because Apache runs as wwwrun.nogroup and rt was attempting to change to a different user which caused a permissions failure in absence of the SUID attribute. Steve From jesse at fsck.com Fri Mar 10 10:37:39 2000 From: jesse at fsck.com (Jesse) Date: Fri, 10 Mar 2000 10:37:39 -0500 Subject: [rt-users] Re: Make Error. In-Reply-To: <000101bf8a71$0d13c440$5ef586cd@mvadgama-dt.objectswitch.com>; from mvadgama@sirius.com on Fri, Mar 10, 2000 at 01:14:19AM -0800 References: <000101bf8a71$0d13c440$5ef586cd@mvadgama-dt.objectswitch.com> Message-ID: <20000310103739.C724@pallas.eruditorum.org> It's pretty easy: Use GNU Make. jesse On Fri, Mar 10, 2000 at 01:14:19AM -0800, Mukesh Vadgama wrote: > > Hello, > > Can you help with this: > > make install > make: Fatal error in reader: Makefile, line 213: Unexpected end of line seen > > system is sol: 2.5.1 using /usr/ccs/bin/make > > Thanks, > Mukesh. > > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- "Bother," said Pooh, "Eeyore, ready two photon torpedoes and lock phasers on the Heffalump, Piglet, meet me in transporter room three" From jesse at pallas.eruditorum.org Fri Mar 10 10:40:39 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Fri, 10 Mar 2000 10:40:39 -0500 Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: <38C907A3.18486C62@itron.com>; from Steve.Isaacs@itron.com on Fri, Mar 10, 2000 at 06:33:07AM -0800 References: <4.3.0.20000309163615.00a9d9d0@127.0.0.1> <38C907A3.18486C62@itron.com> Message-ID: <20000310104039.D724@pallas.eruditorum.org> Webrt.cgi wasn't suid by default? On Fri, Mar 10, 2000 at 06:33:07AM -0800, Steve Isaacs wrote: > Barnett Hsu wrote: > > > > At 10:10 AM 3/9/2000 -0500, you wrote: > > >That sounds like a permissions problem. Either some parent of reqtrack > > >isn't readable > > >by nobody or webrt.cgi has lost its setuidness > > > > Ok. It looks like it was a permissions problem. > > I had to change the permissions on /usr/local/reqtrack/etc > > itself to be world read/execute. All of the parents of > > that directory were already world read/execute. After > > changing the permissions, the web interface appeared in > > my browser. > > Actually, I found on my system that I needed to change permissions to > allow SUID (chmod +s ... ). In my opinion this slightly more secure than > allowing world read and execute access. I believe this was required > because Apache runs as wwwrun.nogroup and rt was attempting to change to > a different user which caused a permissions failure in absence of the > SUID attribute. > > Steve > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- . . . when not in doubt, get in doubt. -- Old Discordian Proveb From jesse at pallas.eruditorum.org Fri Mar 10 10:47:27 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Fri, 10 Mar 2000 10:47:27 -0500 Subject: [rt-users] RT questions In-Reply-To: ; from hakke@iki.fi on Fri, Mar 10, 2000 at 03:24:58PM +0200 References: Message-ID: <20000310104727.E724@pallas.eruditorum.org> On Fri, Mar 10, 2000 at 03:24:58PM +0200, Riku Hakkarainen wrote: > > Hello, > > We are moving from req to RT and have some questions. > > RT1.0.3pre1, Solaris 2.6. > Back down to RT 1.0.2. Trust me. > Can we use these in any way in RT? > > 1. An "extra alias" to the queue so that mail gets sended to this address too > $mailing_list_dist = "noc-dist"; > Um, I'd suggest a meta-user in RT with manipulate access and hat as their email address > 2. Can I log all of queue's maillog to one file? > I'd suggest procmail > 3. What about killfile, ie. mail from specified address goes not to queue and > gets no ticket number > $kill_file = "killfile"; > I'd suggest procmail > 4. And silent-users; the sender gets no autoreply > SILENT=silent-users > This is only configurable per-queue > 5. Can I use similar to this "X-Request-Do: Resolve" in header, so that ticket > automatically gets resolved? > %RT RESOLVE doesn't work because I don't know the ticket number when sending > > > %RT RESOLVE > RT: Batching resolve of . > RT: You don't have permission to modify request # (0) > Not for create, I guess. I'd happily take a patch > 6. When user replies or resolves a ticket it should also be taken by that user. > How to change that? > Never looked at it > 7. We'd like to be able to select the specific queues to the view not just all > or just one. > In the CLI that works. In the web ui, you can't right now > 8. Can we specify which transaction get mailed to requestor? The only useful is > "take". > Nope. 2.0 should support this > 9. If I want serial number to begin at #10000, what should I do? > Create a ticket. In MySQL, change it's serial_num to 9999 > -- > Riku Hakkarainen > hakke at iki.fi > > > > > > > > > > > > > > > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Pelcgb-serrqbz abj! From Steve.Isaacs at itron.com Fri Mar 10 11:50:22 2000 From: Steve.Isaacs at itron.com (Steve Isaacs) Date: Fri, 10 Mar 2000 08:50:22 -0800 Subject: [rt-users] Web Interface Doesn't Work References: <4.3.0.20000309163615.00a9d9d0@127.0.0.1> <38C907A3.18486C62@itron.com> <20000310104039.D724@pallas.eruditorum.org> Message-ID: <38C927CE.DD4C2819@itron.com> Jesse wrote: > > Webrt.cgi wasn't suid by default? > Not when I installed. Did I miss something? Steve From jesse at pallas.eruditorum.org Fri Mar 10 10:57:37 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Fri, 10 Mar 2000 10:57:37 -0500 Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: <38C927CE.DD4C2819@itron.com>; from Steve.Isaacs@itron.com on Fri, Mar 10, 2000 at 08:50:22AM -0800 References: <4.3.0.20000309163615.00a9d9d0@127.0.0.1> <38C907A3.18486C62@itron.com> <20000310104039.D724@pallas.eruditorum.org> <38C927CE.DD4C2819@itron.com> Message-ID: <20000310105737.F724@pallas.eruditorum.org> I don't know. Let me poke at things. On Fri, Mar 10, 2000 at 08:50:22AM -0800, Steve Isaacs wrote: > Jesse wrote: > > > > Webrt.cgi wasn't suid by default? > > > > Not when I installed. Did I miss something? > > Steve > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Gur SOV jnagf gb znxr guvf fvt vyyrtny. From jesse at pallas.eruditorum.org Fri Mar 10 18:11:55 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Fri, 10 Mar 2000 18:11:55 -0500 Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: <20000310105737.F724@pallas.eruditorum.org>; from jesse@pallas.eruditorum.org on Fri, Mar 10, 2000 at 10:57:37AM -0500 References: <4.3.0.20000309163615.00a9d9d0@127.0.0.1> <38C907A3.18486C62@itron.com> <20000310104039.D724@pallas.eruditorum.org> <38C927CE.DD4C2819@itron.com> <20000310105737.F724@pallas.eruditorum.org> Message-ID: <20000310181155.J724@pallas.eruditorum.org> Ok. that's just wrong [tm] Can anyone who's seeing this behavior send me an ls -lR of a clean RT install along with what platform you're on etc... It doesn't appear to happen on installs I do. jesse On Fri, Mar 10, 2000 at 10:57:37AM -0500, Jesse wrote: > I don't know. Let me poke at things. > > On Fri, Mar 10, 2000 at 08:50:22AM -0800, Steve Isaacs wrote: > > Jesse wrote: > > > > > > Webrt.cgi wasn't suid by default? > > > > > > > Not when I installed. Did I miss something? > > > > Steve > > > > -- > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > -------------------------------------------------------------- > Gur SOV jnagf gb znxr guvf fvt vyyrtny. > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- pretty soon we're going to HAVE to have hypertext mail! --Tim Berners Lee. (8 Jan 1993 on www-talk) From danielr at ccs.neu.edu Sat Mar 11 13:14:37 2000 From: danielr at ccs.neu.edu (Daniel Rinehart) Date: Sat, 11 Mar 2000 13:14:37 -0500 (EST) Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: <38C927CE.DD4C2819@itron.com> Message-ID: > > Webrt.cgi wasn't suid by default? > Not when I installed. Did I miss something? Did you run install as either 1) the rt user or 2) as root? If not did you see any kind of error message? -- Daniel R. [http://www.ccs.neu.edu/home/danielr/] From issam at alameh.net Sat Mar 11 13:26:49 2000 From: issam at alameh.net (Issam W. Alameh) Date: Sat, 11 Mar 2000 21:26:49 +0300 Subject: [rt-users] qmail and rt Message-ID: <000501bf8b87$618894d0$73c8a8c0@webhostingexperts.com> hello, I have tried to setup the aliases with qmail but failed I use qmail and vpopmail with vchkpw is there any help thanks From jgangemi at pwebtech.com Sat Mar 11 14:16:03 2000 From: jgangemi at pwebtech.com (Jae) Date: Sat, 11 Mar 2000 14:16:03 -0500 (EST) Subject: [rt-users] qmail and rt In-Reply-To: <000501bf8b87$618894d0$73c8a8c0@webhostingexperts.com> Message-ID: On Sat, 11 Mar 2000, Issam W. Alameh wrote: > hello, > I have tried to setup the aliases with qmail but failed > > I use qmail and vpopmail with vchkpw i set it up under the same system. just adding a .qmail-whatever (where whatever is the mail name that the mail goes to) worked. make sure the file is owned and in the same group as the vpopmail stuff. -Jae ** "I'm very drunk and I intend on getting drunker before it's over." -Clark Gable, Gone with the Wind From issam at alameh.net Sat Mar 11 22:41:40 2000 From: issam at alameh.net (Issam W. Alameh) Date: Sun, 12 Mar 2000 06:41:40 +0300 Subject: [rt-users] qmail and rt References: Message-ID: <046801bf8bd4$e5f2b780$73c8a8c0@webhostingexperts.com> but this file what it should have in it? Issam ----- Original Message ----- From: "Jae" To: "Issam W. Alameh" Cc: Sent: Saturday, March 11, 2000 10:16 PM Subject: Re: [rt-users] qmail and rt > On Sat, 11 Mar 2000, Issam W. Alameh wrote: > > > hello, > > I have tried to setup the aliases with qmail but failed > > > > I use qmail and vpopmail with vchkpw > > i set it up under the same system. just adding a .qmail-whatever > (where whatever is the mail name that the mail goes to) worked. > > make sure the file is owned and in the same group as the vpopmail > stuff. > > -Jae > > ** > "I'm very drunk and I intend on getting drunker before it's over." > -Clark Gable, Gone with the Wind From jgangemi at pwebtech.com Sun Mar 12 11:44:57 2000 From: jgangemi at pwebtech.com (Jae) Date: Sun, 12 Mar 2000 11:44:57 -0500 (EST) Subject: [rt-users] qmail and rt In-Reply-To: <046801bf8bd4$e5f2b780$73c8a8c0@webhostingexperts.com> Message-ID: On Sun, 12 Mar 2000, Issam W. Alameh wrote: > but this file what it should have in it? > Issam -rw------- 1 vpopmail vchkpw 49 Mar 7 17:15 .qmail- and in the .qmail file |preline /usr/rt/bin/rt-mailgate correspond -Jae ** "I'm very drunk and I intend on getting drunker before it's over." -Clark Gable, Gone with the Wind From alopez at peoplecall.com Mon Mar 13 11:51:56 2000 From: alopez at peoplecall.com (Angel Lopez) Date: Mon, 13 Mar 2000 17:51:56 +0100 Subject: [rt-users] error Message-ID: Hello, i?m new in the rt system and when I run the rt command tells me the error: Can't load '/usr/lib/perl5/site_perl/5.005/i586-linux/auto/DBD/mysql/mysql. so' for module DBD::mysql: /usr/lib/perl5/site_perl/5.005/i586-linux/auto/DB D/mysql/m ysql.so: undefined symbol: open64 at /usr/lib/perl5/5.00502/i586-linux/DynaL oade r.pm line 168. at /usr/lib/perl5/site_perl/5.005/i586-linux/Mysql.pm line 13 BEGIN failed--compilation aborted at /usr/lib/perl5/5.00502/i586-linux/rt/da taba se.pm line 8. anybody know it? thanks in advance ipas From jesse at pallas.eruditorum.org Mon Mar 13 12:08:23 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Mon, 13 Mar 2000 12:08:23 -0500 Subject: [rt-users] error In-Reply-To: ; from alopez@peoplecall.com on Mon, Mar 13, 2000 at 05:51:56PM +0100 References: Message-ID: <20000313120823.A724@pallas.eruditorum.org> Take a look at the FAQ: http://www.fsck.com/projects/rt/docs/FAQ.html Q2.4 How do I handle Can't locate Mysql.pm in @INC You either have not yet installed Msql-Mysql-Modules or you did not answer "Y"es when asked if you wanted to enable MysqlPerl emulation. On Mon, Mar 13, 2000 at 05:51:56PM +0100, Angel Lopez wrote: > > Hello, i?m new in the rt system and when I run the rt command tells me the > error: > > Can't load '/usr/lib/perl5/site_perl/5.005/i586-linux/auto/DBD/mysql/mysql. > so' for module DBD::mysql: /usr/lib/perl5/site_perl/5.005/i586-linux/auto/DB > D/mysql/m > ysql.so: undefined symbol: open64 at /usr/lib/perl5/5.00502/i586-linux/DynaL > oade > r.pm line 168. > > at /usr/lib/perl5/site_perl/5.005/i586-linux/Mysql.pm line 13 > BEGIN failed--compilation aborted at /usr/lib/perl5/5.00502/i586-linux/rt/da > taba > se.pm line 8. > > anybody know it? > > thanks in advance > > ipas > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- "That package looks like what I wanted, but the site was down today, so I decided to reimplement it in Perl." -me From Steve.Isaacs at itron.com Mon Mar 13 18:08:37 2000 From: Steve.Isaacs at itron.com (Steve Isaacs) Date: Mon, 13 Mar 2000 15:08:37 -0800 Subject: [rt-users] Web Interface Doesn't Work References: Message-ID: <38CD74F5.A7D9290E@itron.com> Daniel Rinehart wrote: > > > > Webrt.cgi wasn't suid by default? > > Not when I installed. Did I miss something? > > Did you run install as either 1) the rt user or 2) as root? If not > did you see any kind of error message? > > -- Daniel R. [http://www.ccs.neu.edu/home/danielr/] I ran the install as root and didn't notice any error messages. Steve From hsub at softhome.net Tue Mar 14 00:08:22 2000 From: hsub at softhome.net (Barnett Hsu) Date: Mon, 13 Mar 2000 21:08:22 -0800 Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: References: <4.3.0.20000309210917.00acf740@127.0.0.1> Message-ID: <4.3.0.20000313210041.00a6fa90@127.0.0.1> At 04:32 PM 3/10/2000 +1100, Charlie Brady wrote: > > I never expected to have permissions problems -- > > permissions were set by the Makefile and I didn't > > change any permissions until after I got the > > "Internal Server Error" pages. Considering the > > scripts were setuid, I would have thought there > > wouldn't be any permissions problems... > >Are you sure that the setuid is working? You aren't mounting via NFS are >you? Well, in my case, this turns out to be what was wrong. The partitions were local partitions, not NFS. However, it turns out the partition where the scripts were at was mounted with the nosuid option. (oops...) After my boss remounted the partition without the nosuid option and I ran "make fixperms" to get rid of the permission changes I made trying to fix the problem, RT works perfectly. We've now switched from the software we were previously using over to RT. Thanks all for the help. --- Barnett Hsu Voicemail: (714) 989-3100 x 1461 E-mail: hsub at softhome.net Web: http://bhworld.cjb.net/ PGP Public Key at http://ucrbhsu.tripod.com/bio/pgp.html From jesse at pallas.eruditorum.org Tue Mar 14 00:12:13 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Tue, 14 Mar 2000 00:12:13 -0500 Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: <4.3.0.20000313210041.00a6fa90@127.0.0.1>; from hsub@softhome.net on Mon, Mar 13, 2000 at 09:08:22PM -0800 References: <4.3.0.20000309210917.00acf740@127.0.0.1> <4.3.0.20000313210041.00a6fa90@127.0.0.1> Message-ID: <20000314001213.O724@pallas.eruditorum.org> On Mon, Mar 13, 2000 at 09:08:22PM -0800, Barnett Hsu wrote: > Well, in my case, this turns out to be what was wrong. > The partitions were local partitions, not NFS. However, > it turns out the partition where the scripts were at > was mounted with the nosuid option. (oops...) > That could certainly do it :) > After my boss remounted the partition without the nosuid > option and I ran "make fixperms" to get rid of the > permission changes I made trying to fix the problem, > RT works perfectly. We've now switched from the > software we were previously using over to RT. > Cool! wIncidentally, what were you using before? > Thanks all for the help. > > --- > Barnett Hsu Voicemail: (714) 989-3100 x 1461 > E-mail: hsub at softhome.net Web: http://bhworld.cjb.net/ > PGP Public Key at http://ucrbhsu.tripod.com/bio/pgp.html > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- ...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 hsub at softhome.net Tue Mar 14 23:23:07 2000 From: hsub at softhome.net (Barnett Hsu) Date: Tue, 14 Mar 2000 20:23:07 -0800 Subject: [rt-users] Web Interface Doesn't Work In-Reply-To: <20000314001213.O724@pallas.eruditorum.org> References: <4.3.0.20000313210041.00a6fa90@127.0.0.1> <4.3.0.20000309210917.00acf740@127.0.0.1> <4.3.0.20000313210041.00a6fa90@127.0.0.1> Message-ID: <4.3.0.20000314201932.00a9fb20@127.0.0.1> At 12:12 AM 3/14/2000 -0500, Jesse wrote: >Cool! wIncidentally, what were you using before? reqng 1.3.9. --- Barnett Hsu Voicemail: (714) 989-3100 x 1461 E-mail: hsub at softhome.net Web: http://bhworld.cjb.net/ PGP Public Key at http://ucrbhsu.tripod.com/bio/pgp.html From wozz+rt at wookie.net Thu Mar 16 18:21:26 2000 From: wozz+rt at wookie.net (Wozz) Date: Thu, 16 Mar 2000 16:21:26 -0700 Subject: [rt-users] Some features I'd like to see Message-ID: <20000316162126.F29433@luvewe.bonch.org> Greetings, I've been very happy with RT. I have a few suggestions for features which I am posting here in order to find out if they are already being worked on, or if there is already a way to do it. #1) Keystone has a nice feature that allows you to automatically mail different FAQ responses out to a customer. I find myself typing the same responses over and over, and it'd be a real time saver to have some sort of faq database to send via a button. #2) signatures for users. I'd like to be able to specify signature files for users on outgoing mail, again, to save some repetitive typing #3) masking outgoing mail To: addresses. We're using RT to manage security/abuse complaints for an ISP. We often times will get 30 complaints about a user spamming. What I typically do with these complaints is merge them into one ticket. I'd love to be able to send out one reply when the situation is resolved and not have all the complaintants email addresses be in the To: line. People get sensitive about that. I see that the mail rcpt info is parsed out by the mailer, but perhaps adding an option to allow specifying the rcpt's outside of the message on the mailer command line, and putting a generic To: address so people don't see all 29 other email addresses. Any comments on these? From jesse at pallas.eruditorum.org Thu Mar 16 20:42:21 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Thu, 16 Mar 2000 20:42:21 -0500 Subject: [rt-users] Some features I'd like to see In-Reply-To: <20000316162126.F29433@luvewe.bonch.org>; from wozz+rt@wookie.net on Thu, Mar 16, 2000 at 04:21:26PM -0700 References: <20000316162126.F29433@luvewe.bonch.org> Message-ID: <20000316204221.M724@pallas.eruditorum.org> I apologize in advanc e for what is likely to be a typo-laden enmail. I'm coming to you live from a cafe in downtown DC... CDPD sure ain't what ricochet is for latency.... 1 will be coming sometime in the 2.x series. RT is to be integrated with a knowledgebase and will allw automatic mailing of KB Articles to users. 2. well, there's a patch tobix wrote for this for 1.0. check out the contrib archive. 3. We hope to su;pport a form of hierarchical ticket sometime earli in the 2.x series. This would allow you to bind together all the abuse tickets related to a particular issue and do one update that is mailed seperately to the requestors for each ticklet jesse On Thu, Mar 16, 2000 at 04:21:26PM -0700, Wozz wrote: > Greetings, > > I've been very happy with RT. I have a few suggestions for features which > I am posting here in order to find out if they are already being worked > on, or if there is already a way to do it. > > #1) Keystone has a nice feature that allows you to automatically mail > different FAQ responses out to a customer. I find myself typing the same > responses over and over, and it'd be a real time saver to have some sort of > faq database to send via a button. > #2) signatures for users. I'd like to be able to specify signature files > for users on outgoing mail, again, to save some repetitive typing > #3) masking outgoing mail To: addresses. We're using RT to manage > security/abuse complaints for an ISP. We often times will get 30 > complaints about a user spamming. What I typically do with these > complaints is merge them into one ticket. I'd love to be able to send out > one reply when the situation is resolved and not have all the complaintants > email addresses be in the To: line. People get sensitive about that. I > see that the mail rcpt info is parsed out by the mailer, but perhaps adding > an option to allow specifying the rcpt's outside of the message on the > mailer command line, and putting a generic To: address so people don't see > all 29 other email addresses. > > Any comments on these? > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Linux is like a Vorlon. It is incredibly powerful, gives terse, cryptic answers and has a lot of things going on in the background. From wozz+rt at wookie.net Thu Mar 16 23:04:53 2000 From: wozz+rt at wookie.net (Wozz) Date: Thu, 16 Mar 2000 21:04:53 -0700 Subject: [rt-users] Some features I'd like to see In-Reply-To: <20000316204221.M724@pallas.eruditorum.org> References: <20000316162126.F29433@luvewe.bonch.org> <20000316204221.M724@pallas.eruditorum.org> Message-ID: <20000316210452.G29433@luvewe.bonch.org> On Thu, Mar 16, 2000 at 08:42:21PM -0500, Jesse wrote: > > > 1 will be coming sometime in the 2.x series. RT is to be integrated with a knowledgebase and will allw automatic mailing of KB Articles to users. > 2. well, there's a patch tobix wrote for this for 1.0. check out the contrib archive. > > 3. We hope to su;pport a form of hierarchical ticket sometime earli in the 2.x series. This would allow you to bind together all the abuse tickets related to a particular issue and do one update that is mailed seperately to the requestors for each ticklet > Awesome! Is there a timetable on 2.0? From wozz+rt at wookie.net Thu Mar 16 23:22:26 2000 From: wozz+rt at wookie.net (Wozz) Date: Thu, 16 Mar 2000 21:22:26 -0700 Subject: [rt-users] Some features I'd like to see In-Reply-To: <20000316162126.F29433@luvewe.bonch.org> References: <20000316162126.F29433@luvewe.bonch.org> Message-ID: <20000316212226.H29433@luvewe.bonch.org> On Thu, Mar 16, 2000 at 04:21:26PM -0700, Wozz wrote: > Greetings, > > I've been very happy with RT. I have a few suggestions for features which > I am posting here in order to find out if they are already being worked > on, or if there is already a way to do it. > A few others I forgot #4) Will the transactions be moved into the database allowing easier searching of transaction data? #5) Failing that (or in addition to that) is the Keywords field going to be used for something, or is it used for something now that I'm missing? Thanks! From jesse at pallas.eruditorum.org Fri Mar 17 02:07:46 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Fri, 17 Mar 2000 02:07:46 -0500 Subject: [rt-users] Some features I'd like to see In-Reply-To: <20000316212226.H29433@luvewe.bonch.org>; from wozz+rt@wookie.net on Thu, Mar 16, 2000 at 09:22:26PM -0700 References: <20000316162126.F29433@luvewe.bonch.org> <20000316212226.H29433@luvewe.bonch.org> Message-ID: <20000317020746.O724@pallas.eruditorum.org> Transactions are already in the database in the 2.0 dev series (1.1) We will hopefully have a very flexible keywording system to replace areas for 2.0 The tentative release date for 2.0 is June 30 jesse On Thu, Mar 16, 2000 at 09:22:26PM -0700, Wozz wrote: > On Thu, Mar 16, 2000 at 04:21:26PM -0700, Wozz wrote: > > Greetings, > > > > I've been very happy with RT. I have a few suggestions for features which > > I am posting here in order to find out if they are already being worked > > on, or if there is already a way to do it. > > > > A few others I forgot > > #4) Will the transactions be moved into the database allowing easier > searching of transaction data? > #5) Failing that (or in addition to that) is the Keywords field going to be > used for something, or is it used for something now that I'm missing? > > Thanks! > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Linux is like a Vorlon. It is incredibly powerful, gives terse, cryptic answers and has a lot of things going on in the background. From RouillardJ at brevard.cc.fl.us Fri Mar 17 17:27:18 2000 From: RouillardJ at brevard.cc.fl.us (Rouillard, John) Date: Fri, 17 Mar 2000 17:27:18 -0500 Subject: [rt-users] Some features I'd like to see Message-ID: <3B81D5C07C3BD111865E0000F877302901D9CA53@cocoaex.brevard.cc.fl.us> > -----Original Message----- > From: Jesse [mailto:jesse at pallas.eruditorum.org] > 3. We hope to su;pport a form of hierarchical ticket sometime > earli in the 2.x series. This would allow you to bind > together all the abuse tickets related to a particular issue > and do one update that is mailed seperately to the requestors > for each ticklet Cool. One thing I implemented in req was the ability to split tickets. It used an X-req-parent header for a pointer to the parent ticket and a X-Req-child: and X-Req-child_done: headers for a list of the sub-tickets. Then a sub-ticket was closed, the child was moved to the X-Req-child_done header, and the parent ticket couldn't be closed till all the child tickets were closed. Sounds like hiearchical tickets will provide this functionality. -- rouilj From tobiasb at tobiasb.funcom.com Fri Mar 17 19:50:57 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Sat, 18 Mar 2000 01:50:57 +0100 (MET) Subject: [rt-users] Some features I'd like to see In-Reply-To: <3B81D5C07C3BD111865E0000F877302901D9CA53@cocoaex.brevard.cc.fl.us> Message-ID: Follow up to the devel list. I think the discussion about future design belongs there :) > Cool. One thing I implemented in req was the ability to split tickets. > It used an X-req-parent header for a pointer to the parent ticket and a > X-Req-child: and X-Req-child_done: headers for a list of the sub-tickets. > Then a sub-ticket was closed, the child was moved to the X-Req-child_done > header, and the parent ticket couldn't be closed till all the child tickets > were closed. > > Sounds like hiearchical tickets will provide this functionality. I think there is quite some different kinds of hierarchies out there. I think "Links" in general makes more sense than hierarchies, and then having "hierarchy" as a linking action. The kind of hierarchy you describe above is like a project hierarchy. One request represents a worktask, and can be divided into several smaller worktasks. The main worktask is dependent on all the children worktasks to be done. This is more project management than request tracking. RT as of today is not a very well designed project management tool, but anyhow we hope to do some efforts on this after 2.0 is released. It's a top-down approach, you have one ticket (with one requestor, often), and you split it into several tickets ... might be same requestor, but different owners. Another hierarchical need Jesse has described and which I agree is needed very much is something that can replace the "merge" functionality of rt 1.0. The point is that several users complain about one issue, and it should be easy to address all of those users sending only one mail. At the other hand, merging the requests like in 1.0 isn't always the right thing to do, particularly not when dealing with external support. You want to address the requestors and their individual requests without sending all other requestors mail about it. Then there is a third kind of "hierarchicalliness" which we've already implemented here and which we use freqently. It might be quite related to the first kind ... it's dependency. As we use it here it's more about workflow than anything else. Example: External requestor writes a request (#1) handled and owned by 1st line support worker. 1 line support worker replies to #1 and the external requestor that this issue might require some work. 1 line support worker writes a new request (#2), marking that #1 is dependent on #2. #1 (automaticly) gets stalled, as 1 line support doesn't have to worry about it for a while. #2 is handled and owned by some experts. #1 is automaticly reopened when #2 is closed. 1 line support communicates to the external requestor that the issue is dealt with. -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From chris.blackmor at amd.com Mon Mar 20 16:15:16 2000 From: chris.blackmor at amd.com (Chris Blackmor) Date: Mon, 20 Mar 2000 15:15:16 -0600 Subject: [rt-users] RT and http external authentication Message-ID: <20000320151516.E4556@carib> RT Version: 1.0.2 System: Sun Ultra 2 running 5.6 with Recommended and Y2K patches installed. Perl: perl5.00502 Browser: 4.61 Local mods: None NEW INSTALLATION QUESTIONS: Problem 1: We are using http authentication instead of cookies because our user base is about 200 people in the group. We did not want to have to re-enter (or have the users re-enter) data that is already stored in our http authentication file. That said... A user that doesn't have a specific RT account in the RT database but is authenticated via the external method cannot see the open tickets in the database. Also when that user clicks "Logout" it never actually logs the user out. It is probably a mistake on my part in the installation but I am not sure what I mucked up. We would like any user that gets authenticated to be able to view all open tickets without having a specific RT account. Problem 2: I have probably screwed up allowing users on other machines than the server that the RT app is running on to use the command line interface to create tickets. We get the following error when we try to run the rt commands from a machine other than our server (server=ambia while the user is sitting at a machine named carib). ERROR: carib 171 /u/rt/bin > ./rt Mysql->connect failed: Host 'carib' is not allowed to connect to this MySQL server at /u/rt/lib/rt/database.pm line 24 [connectdb] Database connect failed: Host 'carib' is not allowed to connect to this MySQL server Sorry if these issues are documented elsewhere and I have added mail to the scads you all probably receive. Please point me to the correct doc if this is indeed the case. Thanks for your time. Chris ----------------------------------------------------------------------------- * Chris Blackmor _______ | A fine is a tax for doing * * Advanced Micro Devices \____ | | wrong * * Phone: (512) 602-1608 /| | | | A tax is a fine for doing * * Fax: (512) 602-5155 | |___| | | well * * Email: chris.blackmor at amd.com |____/ \| | Author Unknown* ----------------------------------------------------------------------------- * My comments are mine, and mine alone. * ----------------------------------------------------------------------------- From jesse at pallas.eruditorum.org Mon Mar 20 17:36:46 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Mon, 20 Mar 2000 17:36:46 -0500 Subject: [rt-users] RT and http external authentication In-Reply-To: <20000320151516.E4556@carib>; from chris.blackmor@amd.com on Mon, Mar 20, 2000 at 03:15:16PM -0600 References: <20000320151516.E4556@carib> Message-ID: <20000320173646.O724@pallas.eruditorum.org> On Mon, Mar 20, 2000 at 03:15:16PM -0600, Chris Blackmor wrote: > NEW INSTALLATION QUESTIONS: > > Problem 1: We are using http authentication instead of cookies because > our user base is about 200 people in the group. We did not > want to have to re-enter (or have the users re-enter) data > that is already stored in our http authentication file. > > That said... A user that doesn't have a specific RT account > in the RT database but is authenticated via the external > method cannot see the open tickets in the database. Also > when that user clicks "Logout" it never actually logs the > user out. It is probably a mistake on my part in the installation > but I am not sure what I mucked up. > > We would like any user that gets authenticated to be able to > view all open tickets without having a specific RT account. > Hrm. RT doesn't generally have this functionality. maybe a guest account would work? > > Problem 2: I have probably screwed up allowing users on other > machines than the server that the RT app is running on > to use the command line interface to create tickets. > We get the following error when we try to run the rt commands > from a machine other than our server (server=ambia while the > user is sitting at a machine named carib). > > ERROR: > carib 171 /u/rt/bin > ./rt > Mysql->connect failed: Host 'carib' is not allowed to connect to this MySQL server at /u/rt/lib/rt/database.pm line 24 > [connectdb] Database connect failed: Host 'carib' is not allowed to connect to this MySQL server > > Well, you'll need to read up on how to grant another host mysql access at www.mysql.com. Also, you'll need to make sure that your RT installation is nfs mounted and accessable on all the hosts you want this to work on. > Sorry if these issues are documented elsewhere and I have added mail to > the scads you all probably receive. Please point me to the correct doc > if this is indeed the case. > > Thanks for your time. > Chris > ----------------------------------------------------------------------------- > * Chris Blackmor _______ | A fine is a tax for doing * > * Advanced Micro Devices \____ | | wrong * > * Phone: (512) 602-1608 /| | | | A tax is a fine for doing * > * Fax: (512) 602-5155 | |___| | | well * > * Email: chris.blackmor at amd.com |____/ \| | Author Unknown* > ----------------------------------------------------------------------------- > * My comments are mine, and mine alone. * > ----------------------------------------------------------------------------- > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Transporters are so ungodly. if god had wanted us to travel great distances instantaneously, he would have given us an internal materialisation/dematerialisation control. -- Shoshe Cole From danielr at ccs.neu.edu Mon Mar 20 19:42:52 2000 From: danielr at ccs.neu.edu (Daniel Rinehart) Date: Mon, 20 Mar 2000 19:42:52 -0500 (EST) Subject: [rt-users] RT and http external authentication In-Reply-To: <20000320151516.E4556@carib> Message-ID: > Problem 1: We are using http authentication instead of cookies because > our user base is about 200 people in the group. We did not > want to have to re-enter (or have the users re-enter) data > that is already stored in our http authentication file. I'm also using external authentication and the only way I was able to get full RT support was to import the usernames into RT. Thankfully, using the CLI I was able to automate this. The RT password field is then meaningless, but you still can use RT to limit who can view what in the queue. Although, that maybe more work than you need to get the functionality... -- Daniel R. [http://www.ccs.neu.edu/home/danielr/] From paul at elphin.com Tue Mar 21 11:18:31 2000 From: paul at elphin.com (Paul Dixon) Date: Tue, 21 Mar 2000 16:18:31 -0000 Subject: [rt-users] missing information - corrupt DB? In-Reply-To: Message-ID: I've been using rt 1.0 successfully for many months, but recently I've had some information go missing. To give an example, I created a request on 17th Mar with serial number 199. The web interface shows the request correctly, but with a blank transaction history. The directory /usr/local/rt/transactions/2000/Mar/17 contains a file named 199.868 which contains what I would have expected to see, but the web interface isn't showing it. I'm not too familiar with the database structure of RT, but a look at the transactions table appeared to show some sort of corruption... mysql> select id, serial_num, actor from transactions where serial_num>190; +------------+------------+------------------------------------------+ | id | serial_num | actor | +------------+------------+------------------------------------------+ | 839 | 191 | paul at elphin.com | | 840 | 192 | paul at elphin.com | | 849 | 191 | paul | | 850 | 192 | paul | | 1248343907 | 1968398946 | NULL | | 878930738 | 1664045365 | NULL | | 172254532 | 1445671501 | NULL | | 1868644921 | 1399087626 | YBDrK2Vui95aOAOEsHuZvVCdmPSJBXbDX8xTi52q | | 869 | 200 | gerrit.mesker at achmea.nl | | 870 | 201 | paul at elphin.com | +------------+------------+------------------------------------------+ That looks pretty nasty to me ;-) Hopefully someone else might be able to throw some light on it! Can I recover the situation? Thanks, paul at elphin.com From jesse at pallas.eruditorum.org Tue Mar 21 13:12:29 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Tue, 21 Mar 2000 13:12:29 -0500 Subject: [rt-users] missing information - corrupt DB? In-Reply-To: ; from paul@elphin.com on Tue, Mar 21, 2000 at 04:18:31PM -0000 References: Message-ID: <20000321131229.T724@pallas.eruditorum.org> Yipe. That's not good. I'd suggest you "mysqldump rt" and see if you see the corruption there. What rev of mysql are you running? jesse On Tue, Mar 21, 2000 at 04:18:31PM -0000, Paul Dixon wrote: > I've been using rt 1.0 successfully for many months, but recently I've had > some information go missing. > > To give an example, I created a request on 17th Mar with serial number 199. > The web interface shows the request correctly, but with a blank transaction > history. The directory /usr/local/rt/transactions/2000/Mar/17 contains a > file named 199.868 which contains what I would have expected to see, but the > web interface isn't showing it. > > I'm not too familiar with the database structure of RT, but a look at the > transactions table appeared to show some sort of corruption... > > > mysql> select id, serial_num, actor from transactions where serial_num>190; > +------------+------------+------------------------------------------+ > | id | serial_num | actor | > +------------+------------+------------------------------------------+ > | 839 | 191 | paul at elphin.com | > | 840 | 192 | paul at elphin.com | > | 849 | 191 | paul | > | 850 | 192 | paul | > | 1248343907 | 1968398946 | NULL | > | 878930738 | 1664045365 | NULL | > | 172254532 | 1445671501 | NULL | > | 1868644921 | 1399087626 | YBDrK2Vui95aOAOEsHuZvVCdmPSJBXbDX8xTi52q | > | 869 | 200 | gerrit.mesker at achmea.nl | > | 870 | 201 | paul at elphin.com | > +------------+------------+------------------------------------------+ > > That looks pretty nasty to me ;-) Hopefully someone else might be able to > throw some light on it! Can I recover the situation? > > Thanks, > > paul at elphin.com > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Linux is like a Vorlon. It is incredibly powerful, gives terse, cryptic answers and has a lot of things going on in the background. From rwest at colltech.com Tue Mar 21 13:19:40 2000 From: rwest at colltech.com (Rich West) Date: Tue, 21 Mar 2000 13:19:40 -0500 Subject: [rt-users] missing information - corrupt DB? References: <20000321131229.T724@pallas.eruditorum.org> Message-ID: <38D7BD3C.83E05149@colltech.com> Since you know the file is there, you might want to check the permissions on the file. I had this happen ages ago with older versions of RT where the permissions on the files weren't being set properly. This is usually due to improper permissions on the installation binaries. If it is corrected when you fix the permissions (or if you do a chmod a+r /usr/local/rt/transactions/2000/Mar/17/199.868), then you might want to go back to your source tree, and run 'make fixperms' (I think that's the right make option). -Rich Jesse wrote: > Yipe. That's not good. I'd suggest you "mysqldump rt" and see if you > see the corruption there. What rev of mysql are you running? > > jesse > > On Tue, Mar 21, 2000 at 04:18:31PM -0000, Paul Dixon wrote: > > I've been using rt 1.0 successfully for many months, but recently I've had > > some information go missing. > > > > To give an example, I created a request on 17th Mar with serial number 199. > > The web interface shows the request correctly, but with a blank transaction > > history. The directory /usr/local/rt/transactions/2000/Mar/17 contains a > > file named 199.868 which contains what I would have expected to see, but the > > web interface isn't showing it. > > > > I'm not too familiar with the database structure of RT, but a look at the > > transactions table appeared to show some sort of corruption... > > > > > > mysql> select id, serial_num, actor from transactions where serial_num>190; > > +------------+------------+------------------------------------------+ > > | id | serial_num | actor | > > +------------+------------+------------------------------------------+ > > | 839 | 191 | paul at elphin.com | > > | 840 | 192 | paul at elphin.com | > > | 849 | 191 | paul | > > | 850 | 192 | paul | > > | 1248343907 | 1968398946 | NULL | > > | 878930738 | 1664045365 | NULL | > > | 172254532 | 1445671501 | NULL | > > | 1868644921 | 1399087626 | YBDrK2Vui95aOAOEsHuZvVCdmPSJBXbDX8xTi52q | > > | 869 | 200 | gerrit.mesker at achmea.nl | > > | 870 | 201 | paul at elphin.com | > > +------------+------------+------------------------------------------+ > > > > That looks pretty nasty to me ;-) Hopefully someone else might be able to > > throw some light on it! Can I recover the situation? > > > > Thanks, > > > > paul at elphin.com > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > -------------------------------------------------------------- > Linux is like a Vorlon. It is incredibly powerful, gives terse, > cryptic answers and has a lot of things going on in the background. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From tobiasb at tobiasb.funcom.com Wed Mar 22 03:44:41 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 22 Mar 2000 09:44:41 +0100 (MET) Subject: [rt-users] missing information - corrupt DB? In-Reply-To: Message-ID: > I'm not too familiar with the database structure of RT, but a look at the > transactions table appeared to show some sort of corruption... Ouch ... what version of mysql are you using? Maybe it's time to check out the mysql development. Both me and Jesse (running old versions of mysql) have had some problems recently with mysql. I think you should delete those extreme records. Sometimes requests get "inaccessible" because they are merged. -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From tobiasb at tobiasb.funcom.com Wed Mar 22 05:36:46 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 22 Mar 2000 11:36:46 +0100 (MET) Subject: [rt-users] missing information - corrupt DB? In-Reply-To: Message-ID: > mysql Ver 9.29 Distrib 3.22.19a, for pc-linux-gnu (i686) I guess the newest is 3.23.9 or something like that. I guess I could take a peek at some changelog and/or bug database to see if there is a list of critical bugs that has been wiped out, and/or if people report bugs from the more recent versions as well. Anyway, I'm too lazy (ehrm ... "busy" is a better word :) for that. -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From rwest at colltech.com Wed Mar 22 09:40:45 2000 From: rwest at colltech.com (Rich West) Date: Wed, 22 Mar 2000 09:40:45 -0500 Subject: [rt-users] missing information - corrupt DB? References: Message-ID: <38D8DB6D.8026C6EC@colltech.com> 3.22.19a? Yow.. 3.22.32 is the latest stable version.. the 3.23.x tree is the development version. -Rich Tobias Brox wrote: > > mysql Ver 9.29 Distrib 3.22.19a, for pc-linux-gnu (i686) > > I guess the newest is 3.23.9 or something like that. I guess I could take > a peek at some changelog and/or bug database to see if there is a list of > critical bugs that has been wiped out, and/or if people report bugs from > the more recent versions as well. Anyway, I'm too lazy (ehrm ... "busy" > is a better word :) for that. From chris.blackmor at amd.com Wed Mar 22 11:14:55 2000 From: chris.blackmor at amd.com (Chris Blackmor) Date: Wed, 22 Mar 2000 10:14:55 -0600 Subject: [rt-users] Having Installation Problem Message-ID: <20000322101455.F9764@carib> VERSION: 1.0.2 SYSTEM: SunOS olympus 5.7 Generic_106541-08 sun4m sparc SUNW,SPARCstation-20 PERL: 5.0 patchlevel 4 subversion 4 BROWSER: netscape 4.61 LOCALMODS: NONE We have recently installed RT on our local Texas servers. (The version we used to check it out was in California and it was 1.0.2.pre2) We are experiencing a problem that is most likely a configuration issue. When we login to admin-webrt we get the "Main Menu". Then if we try to configure anything it brings us back to the login screen. In monitoring what it was doing we see that it is saying it is passing the cookie on but actually is not. I have read through the rt-users mail archive but find nothing of this sort. Here is the output from the http logs: Using cookies auth We've done FORMbased auth. now we're setting cookies Set-Cookie: RT_PASSWORD=0e4d32bd9f7257ce42a491304c1203c7; domain=ambia; path=/rt/admin-webrt.cgi Set-Cookie: RT_USERNAME=root; domain=ambia; path=/rt/admin-webrt.cgi; expires=Mon, 18-Sep-2000 15:49:48 GMT Name: root Pass: 0e4d32bd9f7257ce42a491304c1203c7 Password validation successful! Using cookies auth Name: Pass: No name provided. forcing login The Password validation successful! is directly after the login. The next Using cookies auth happens when I try to do a Create or Modify of anything. I know I am being a pain with all my questions. Your patience with me is really appreciated. Thanks for your time. C- From tobiasb at tobiasb.funcom.com Wed Mar 22 11:36:02 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 22 Mar 2000 17:36:02 +0100 (MET) Subject: [rt-users] Having Installation Problem In-Reply-To: <20000322101455.F9764@carib> Message-ID: > I have read through the rt-users mail archive but find nothing of this > sort. I guess this is a classical login problem. It can be multiple reasons for this. Check the FAQ (Q4.1: When I use webrt, it comes up with "You are not logged in" or "No valid RT credentials found". What's going on?). -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From dan_bethe at yahoo.com Thu Mar 23 08:02:55 2000 From: dan_bethe at yahoo.com (Dan Bethe) Date: Thu, 23 Mar 2000 05:02:55 -0800 (PST) Subject: [rt-users] P.R. criteria Message-ID: <20000323130255.27135.qmail@web1004.mail.yahoo.com> Hello, everyone. I am in need of help choosing a problem reporting and management system. I respect the work done by all the groups I'm contacting, and I intend to contact more. I appreciate all responses. The following text is my complete current status. You can find the HTML version of it at http://mmmgood.via.net. You may prefer the formatting of the HTML version; it's easier to read. I look forward to hearing from you. Criteria for Problem Reporting Systems * basics + all software involved (interface, main system, database, etc) must be GPL-compatible unless that seriously hinders practical selection + must have an excellent developer support community, willing and able to actively accept change requests and patches. very important. + not exclusively oriented on software development. configurable for all general problem-reporting tasks + integrate with source code repository -- "what patch is associated with this bugfix?" + integrate with billing system o lets people buy support o lets us farm out support * user interfaces + www + maybe command line (probably through RDBMS) + maybe open standard application like tcl/tk + email interface + easy enough to use, operable by external parties and the random public * database interface options + database-neutral (maybe perl-based for DBI) + SQL RDBMS o preferably PostgreSQL because of entirely free license o will consider MySQL, due to not entirely free license * configuration + interface configuration template, for adding new categories, items, actions, etc + dependancy support between tasks Possible candidates All candidates from the list at http://freshmeat.net/appindex/development/bug%20tracking.html , that are at all like free or open source software, will be evaluated. * GNATS (http://sourceware.cygnus.com/gnats/), gnatsweb (http://sourceware.cygnus.com/ml/gnats-announce/1999/msg00 006.html), and wwwgnats (http://alumni.caltech.edu/~dank/wwwgnats/README.html) + fully GPL + customizable enough for non-software p.r.'s + our developers already have experience with 3.x -- have added credit card support -- see http://www.cyclic.com/cyclic-pages/gnats-ygg.txt + its use is depended upon by its own developers -- ideal developer support community + all imagined user interfaces, with multiple choices for www. Do I have the current wwwgnats, as listed above? I need help in choosing between wwwgnats and gnatsweb. + no RDBMS in 3.x, and I'm not sure about its inclusion in the future of 4.0 + + well-proven and -understood in general + evolving from an older internal structure. arcane installation and setup. rather unwieldy to new GNATS admins. + I definately need to know the status on the future of 4.0, which is already a usable beta with a CVS checkin every few days at Cygnus. I'm currently working on installing it. * Bugzilla (http://www.mozilla.org/bugs) + GPL-incompatible to the point of severe moral compromise, according to http://www.gnu.org/philosophy/license-list.html. It states that MPL software can't link with GPL software. Alternate viewpoints on this issue are welcome, as that page is currently my only guide. + has inter-item dependancy support + massively tested, proven, scalable, stable, etc + author support for Bugzilla is barely stated on web site, and seems to be discouraged. + in summary, Bugzilla has major technological advantages, and major practical disadvantages. It appears to completely rock. * Request Tracker http://www.fsck.com/projects/rt/ + fully GPL + uses MySQL, with alleged near future intentions for other RDBMS's + all necessary user interfaces, with multiple choices of implementations for some. very smart-looking and complete www interface. + the rate of its support is uncertain. Seems to be a small developer base, maybe one person, according to web site. Maturity of product is uncertain to me. * Frontdesk + under investigation * Front Track + unix support lags severely and support is very expensive. Not a good choice. * PRepS + very good inteface as a Linux/GTK app and www. + no email interface + purported by author to exist as a subset of GNATS, where the use of GNATS is recommended if more functionality is desired. Probably not a good choice for us. * Jitterbug / Caretracker + Can't locate the Linuxcare modifications, called Caretracker. Major recent modifications to Linuxcare's web site. No response yet from Caretracker maintainer David Sifry. Can't locate any relevant web sites or mailing lists. Current Summary Due to several months of combined team experience with GNATS, ideal developer community support, and alleged future features, it is currently a favorite even if it needs modifications for our ideal use. However, I'd really like to know that RDBMS support is a near reality, or else that there will be an easy forward compatibility path with it in the future. Also we'd like it to be database-neutral, such as with perl DBI. Request Tracker and Caretracker (if I could find it) look very interesting. But can their developers compare to the proven ambition of GNATS? Problem report systems are very complex and integral, stressing all infrastructural components and standards that it's based on, all the way down to the OS. What is up with the MPL? Our team will contribute to any changes that we'd need on any P.R. system. Please send (or carbon copy) direct advice to dan_bethe at yahoo.com. ===== "Don't expect your own messiah; this neverworld which you desire is only in your mind." -- http://www.dreamtheater.net/songb4.htm#IV5 __________________________________________________ Do You Yahoo!? Talk to your friends online with Yahoo! Messenger. http://im.yahoo.com From tobiasb at tobiasb.funcom.com Thu Mar 23 08:58:41 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Thu, 23 Mar 2000 14:58:41 +0100 (MET) Subject: [rt-users] P.R. criteria In-Reply-To: <20000323130255.27135.qmail@web1004.mail.yahoo.com> Message-ID: > Criteria for Problem Reporting Systems > * basics > + all software involved (interface, main system, > database, etc) must be GPL-compatible unless that > seriously hinders practical selection GPL as in Gnu Public License? Wouldn't it be better to say "free"? RT is. > + must have an excellent developer support community, > willing and able to actively accept change requests > and patches. very important. I think that applies to the RT community. Well, the split between the stable version and the development version is uncomfortably big at the moment, so it's mostly only me and Jesse that's working at the development version. Anyway, we hope to be finished before June with the next stable release, and I also hope the migration from 1.0 to 2.0 will be painless for the users. We also hope to have a development version out pretty soon which can actually be used by those who has the guts for it. > + not exclusively oriented on software development. RT is more a request tracker than anything else. It can be used for bug tracking and project management, but it's not a good tool for it. My organization will produce patches making it easy to make links between RT 2.0 and Bugzilla, and I hope RT 2.2 will pay more attention to bug tracking. > configurable for all general problem-reporting tasks I think RT 1.0 is a good tool for "problem reporting tasks", though the configuration could have been more flexible. RT 2.0 and particularly RT 2.2 will be more flexible and more easy to hack on and extend with locally developed modules. > + integrate with source code repository -- "what patch > is associated with this bugfix?" RT 1.0 can't handle that very well. RT 2.0 will have general "links" that can be used for whatever. > + integrate with billing system > o lets people buy support > o lets us farm out support RT 2.0 will have a "billing field". It should be trivial to integrate with a billing system. The 2.0 code allows site-specific "plugins" to be executed after a transaction is done. I also hope we can manage to make links that goes from one RT installation at one site to another RT installation at another site. > * user interfaces > + www > + maybe command line (probably through RDBMS) > + email interface We have those, though I think there might be some bugs with the mailgate in 1.0. An administrator can also operate it through the DBMS frontend, though we have admin tools for that (in 1.0 ... fixing the admin tools for 2.0 is not our top priority at the moment). > + maybe open standard application like tcl/tk Somebody has made an X version that builds on the cli. It's not unlikely that we will have an X version that builds on the perl libraries some time in the future. > + easy enough to use, operable by external parties and > the random public With the admin tools for 2.0 in place in June, it should be pretty easy to use, yes. > * database interface options > + database-neutral (maybe perl-based for DBI) 1.0 is built around mysql, though hacks exists for getting it working with other DBMS'es, among those PostgreSQL. 2.0 should be neutral, though we (me and Jesse) will probably only priority that it actually works with mysql. The problems are just some small differences in the SQL DD syntax (that is, the database schema might need some modifications), and also a problem setting and finding the right id at rows (MySQL has "autoincrement", probably other DBMS'es have similar systems, but it might need a tiny amount of porting anyway). > + SQL RDBMS > o preferably PostgreSQL because of entirely free > license > o will consider MySQL, due to not entirely free > license In 1.0, all metadata is stored in the DBMS. In 2.0 all data is stored in the DBMS. > * configuration > + interface configuration template, Templates are supported for the mail interface, both for 1.0 and 2.0. The Web UI will be template-based in 2.0. I've never thought of having the CLI template based. I do have some thoughts about some redesign that might do it easier to maintain all the UIs when adding functinality to RT, but this won't come before earliest 2.2. > for adding new > categories, items, actions, etc We have easy tools for most of this, more or less ... though it will be more flexible and powerful in 2.0. We also have a knowledge database which we're going to link up to RT. I don't think the system is working too well at the moment, but I find the concept behind it very powerful. Locally, we have made the possibility to link requests to KB items. It's done very easily when the support worker knows about the most freqently asked questions (they actually have a paper list at their desk they can refer to), they just write in a well known, short tag for the FAQ item, and then they reply semi-automaticly. That is, a reply consisting of quotes, the standard answer and some comments is generated, and the support worker just kills off some quotes and eventually modify the answer a bit. It works like a charm. > + dependancy support between tasks We've had that internally for a year, almost, and it works like a charm. 2.0 will have that. > + the rate of its support is uncertain. Seems to be a > small developer base, maybe one person, according to > web site. Maturity of product is uncertain to me. Argh ... that is not up to date :) > * Frontdesk > * Front Track > * PRepS I haven't heard of those. I'd consider GNATS and Bugzilla as the most serious competitors at the Bugtracking arena. There is also another serious competitor at the request tracker arena, but I can't remember the name ... something with "Stone", I think. > * Jitterbug / Caretracker I think Jitterbug is a very simple tool. I _think_ that GNATS is not very suitable for tracking external support, but I might be wrong. -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From hakanson at cse.ogi.edu Thu Mar 23 12:49:48 2000 From: hakanson at cse.ogi.edu (Marion Hakanson) Date: Thu, 23 Mar 2000 09:49:48 -0800 Subject: [rt-users] P.R. criteria In-Reply-To: Your message of "Thu, 23 Mar 2000 05:02:55 PST." <20000323130255.27135.qmail@web1004.mail.yahoo.com> Message-ID: <200003231749.JAA23210@backbone.cse.ogi.edu> > Hello, everyone. I am in need of help choosing a problem reporting > and management system. I respect the work done by all the groups I'm > . . . Dan, Thanks for sharing the results (so far) of your search. You're welcome to look at the evaluation grid I did about 4-6 months ago when choosing our "new" tracking system (we chose RT-1.0, for now). My grid is at: http://www.cse.ogi.edu/~hakanson/Problem_Tracking_Systems.html I also recommend an article in the Usenix LISA 99 proceedings. The article describes REQADM, but has a very comprehensive feature matrix in the back of it, which will probably give you even more material. The paper is at: ftp://ftp.intel.com/pub/reqadm/LISA99_Reqadm_paper.tar.gz Oh, and this paper refers to a mythical tracking system which is described in RFC 1297, which can be found at: http://www.faqs.org/rfcs/rfc1297.html Regards, -- Marion Hakanson CSE Computing Facilities From feargal at thecia.ie Thu Mar 23 12:59:29 2000 From: feargal at thecia.ie (Feargal Reilly) Date: Thu, 23 Mar 2000 17:59:29 +0000 Subject: [rt-users] Fuzzy Subjects References: <200003231749.JAA23210@backbone.cse.ogi.edu> Message-ID: <00032318185904.01595@portia.office.thecia.ie> I've been planning to make a number of customizations etc. to RT (v1.0) to tailor to our needs. At the moment though I'm too damn busy, but here's one priority on my wishlist... One problem I've encountered with both req, and RT is that the system starts to break down when you encounter another tracking system. Specifically, InterNIC assign tracking numbers to everything and autoreplys, ([NIC #123456-7890a]) etc. so everytime RT receives autoreplies, it sets up a new ticket. Also, if RT is configured to autoreply, it sends an autoreply to the autoreply which then sends an autoreply to the autoreply of an autoreply, which then sends... you get the picture. What I would like is a facility where you can specify additional subject headings that apply to the same ticket. e.g. if the initial request is, say, 'register rt.com' I would like it to recognize variations such as 'NOTIFY register rt.com' or '[NIC #123456-7890b]', and include it in the original ticket. Has anybody done something similar, or am I going to have to lock myself in a room and pretend that I'm sick, so as to find the time..?) I know Jesse mentioned it as being part of the eventual developement plan, any thoughts on if/how it'll be done. Cheers and Beers, -Feargal. Feargal Reilly, Systems Administrator, The Communications Interactive Agency. Phone: +353-86-8157621 From jesse at pallas.eruditorum.org Thu Mar 23 14:38:12 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Thu, 23 Mar 2000 14:38:12 -0500 Subject: [rt-users] Fuzzy Subjects In-Reply-To: <00032318185904.01595@portia.office.thecia.ie>; from feargal@thecia.ie on Thu, Mar 23, 2000 at 05:59:29PM +0000 References: <200003231749.JAA23210@backbone.cse.ogi.edu> <00032318185904.01595@portia.office.thecia.ie> Message-ID: <20000323143812.I724@pallas.eruditorum.org> The thought for 2.0 was that it would actually honor References: and In-Reply-To: lines. It should be possible to add "aliases" for tickets as well. jesse On Thu, Mar 23, 2000 at 05:59:29PM +0000, Feargal Reilly wrote: > I've been planning to make a number of customizations etc. to RT (v1.0) to > tailor to our needs. At the moment though I'm too damn busy, but here's one > priority on my wishlist... > One problem I've encountered with both req, and RT is that the system starts to > break down when you encounter another tracking system. Specifically, InterNIC > assign tracking numbers to everything and autoreplys, ([NIC #123456-7890a]) etc. > so everytime RT receives autoreplies, it sets up a new ticket. Also, if RT is > configured to autoreply, it sends an autoreply to the autoreply which then > sends an autoreply to the autoreply of an autoreply, which then sends... you > get the picture. > > What I would like is a facility where you can specify additional subject > headings that apply to the same ticket. > e.g. if the initial request is, say, 'register rt.com' I would like it to > recognize variations such as 'NOTIFY register rt.com' or '[NIC #123456-7890b]', > and include it in the original ticket. > Has anybody done something similar, or am I going to have to lock myself in a > room and pretend that I'm sick, so as to find the time..?) > > I know Jesse mentioned it as being part of the eventual developement plan, any > thoughts on if/how it'll be done. > > Cheers and Beers, > > -Feargal. > > Feargal Reilly, > Systems Administrator, > The Communications Interactive Agency. > Phone: +353-86-8157621 > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- . . . when not in doubt, get in doubt. -- Old Discordian Proveb From rickm at vsl.com Thu Mar 23 17:24:18 2000 From: rickm at vsl.com (Rick Macdonald) Date: Thu, 23 Mar 2000 15:24:18 -0700 (MST) Subject: [rt-users] Re: P.R. criteria In-Reply-To: <20000323130255.27135.qmail@web1004.mail.yahoo.com> Message-ID: On Thu, 23 Mar 2000, Dan Bethe wrote: > Hello, everyone. I am in need of help choosing a problem reporting > and management system. > + I definately need to know the status on the future of > 4.0, which is already a usable beta with a CVS > checkin every few days at Cygnus. I'm currently > working on installing it. I do believe that you are aware of TkGnats: http://www.cuug.ab.ca/~macdonal/tkgnats I do fully intend to write a new version with GNATS v4 support, but I've barely started. ...RickM... From mbrader at aurema.com Thu Mar 23 19:57:23 2000 From: mbrader at aurema.com (Michael Brader) Date: 24 Mar 2000 11:57:23 +1100 Subject: [rt-users] P.R. criteria In-Reply-To: Tobias Brox's message of "Thu, 23 Mar 2000 14:58:41 +0100 (MET)" References: Message-ID: Tobias Brox writes: > > > * Jitterbug / Caretracker > > I think Jitterbug is a very simple tool. I _think_ that GNATS is not very > suitable for tracking external support, but I might be wrong. I think that that is a reasonable statement about GNATS 3 but would add that there is much better support for it in GNATS 4. Out of the box I would still recommend RT if you are dealing with support rather than explicitly bug tracking. GNATS has always been about bug tracking and while it has become much more general in v4, still has strong ties to that background. I always tell people to use RT for request tracking and GNATS for bug tracking/management. They're different holes and complexity is reduced by filling them with different pegs. IMNSHO of course :-) -- Michael Brader Aurema Pty Ltd (formerly Softway Pty Ltd) PO Box 305, Strawberry Hills, NSW 2012, Australia Email:mbrader at aurema.com, Tel: +61 2 9698 2322, Fax: +61 2 9699 9174 From jesse at pallas.eruditorum.org Thu Mar 23 22:23:14 2000 From: jesse at pallas.eruditorum.org (Jesse) Date: Thu, 23 Mar 2000 22:23:14 -0500 Subject: [rt-users] P.R. criteria In-Reply-To: ; from mbrader@aurema.com on Fri, Mar 24, 2000 at 11:57:23AM +1100 References: Message-ID: <20000323222314.Q724@pallas.eruditorum.org> How does aurema deal with linking RT and GNATS? Also, does gnats 4 use a database? On Fri, Mar 24, 2000 at 11:57:23AM +1100, Michael Brader wrote: > Tobias Brox writes: > > > > > > * Jitterbug / Caretracker > > > > I think Jitterbug is a very simple tool. I _think_ that GNATS is not very > > suitable for tracking external support, but I might be wrong. > > I think that that is a reasonable statement about GNATS 3 but would > add that there is much better support for it in GNATS 4. Out of the > box I would still recommend RT if you are dealing with support rather > than explicitly bug tracking. GNATS has always been about bug tracking > and while it has become much more general in v4, still has strong > ties to that background. > > I always tell people to use RT for request tracking and GNATS for bug > tracking/management. They're different holes and complexity is reduced > by filling them with different pegs. > > IMNSHO of course :-) > > -- > Michael Brader > Aurema Pty Ltd (formerly Softway Pty Ltd) > PO Box 305, Strawberry Hills, NSW 2012, Australia > Email:mbrader at aurema.com, Tel: +61 2 9698 2322, Fax: +61 2 9699 9174 > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- ...realized that the entire structure of the net could be changed to be made more efficient, elegant, and spontaneously make more money for everyone involved. It's a marvelously simple diagram, but this form doesn't have a way for me to draw it. It'll wait. -Adam Hirsch From tobiasb at tobiasb.funcom.com Fri Mar 24 03:59:19 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Fri, 24 Mar 2000 09:59:19 +0100 (MET) Subject: [rt-users] Fuzzy Subjects In-Reply-To: <00032318185904.01595@portia.office.thecia.ie> Message-ID: > I've been planning to make a number of customizations etc. to RT (v1.0) to > tailor to our needs. At the moment though I'm too damn busy, but here's one > priority on my wishlist... I think it would be nice if you could postpone adding features until 1.3 is out. It would be "any moment", I'd daresay. 1.3 should be possible to use for those who have the guts for it (including me), but it misses quite a lot of handy features like an ACL system and an admin interface, and it's not properly tested. > One problem I've encountered with both req, and RT is that the system starts to > break down when you encounter another tracking system. Specifically, InterNIC > assign tracking numbers to everything and autoreplys, ([NIC #123456-7890a]) etc. > so everytime RT receives autoreplies, it sets up a new ticket. Complain to InterNIC. As a de-facto standard (defined in the Bat book AFAIK), all autoreplies should contain a header line like "Precedence: Bulk" or "Precedence: Junk". I'm not sure if the latter variant is supported by RT as for now, but RT will silently ignore all Bulk mail. > I know Jesse mentioned it as being part of the eventual developement plan, any > thoughts on if/how it'll be done. I don't know if fuzzy subject handling is on the scheme, but we do want to respect the "In-Reply-To" and/or "References" headers. -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From efisher at solution-soft.com Sun Mar 26 01:38:44 2000 From: efisher at solution-soft.com (Eric Fisher) Date: Sat, 25 Mar 2000 22:38:44 -0800 (PST) Subject: [rt-users] q_status Message-ID: Hi. We've been running RT here for about 3 months now. Great product! We just upgraded to 1.0.2, and we have one thing we were wondering about. Is it possible to change and/or add categories to the q_status list? How difficult is it and how much needs to be hacked or modified? Also, I've seen in the source that there should be an 'unresolved' status, but in our interface, we don't get that option. Is there some way to activate that or is there a problem for databases that get upgraded from a pre 1.0.2 database? Thanks for your help. -Eric Fisher SolutionSoft Systems, Inc. From jesse at fsck.com Sun Mar 26 13:21:43 2000 From: jesse at fsck.com (Jesse) Date: Sun, 26 Mar 2000 13:21:43 -0500 Subject: [rt-users] q_status In-Reply-To: ; from efisher@solution-soft.com on Sat, Mar 25, 2000 at 10:38:44PM -0800 References: Message-ID: <20000326132143.H27501@pallas.fsck.com> There are a bunch of places you'd need to make the change and they're not all well defined. :/ "unresolved" is just a metastatus which includes "open" and "stalled" tickets. Jesse On Sat, Mar 25, 2000 at 10:38:44PM -0800, Eric Fisher wrote: > Date: Sat, 25 Mar 2000 22:38:44 -0800 (PST) > From: Eric Fisher > To: rt-users at fsck.com > Subject: [rt-users] q_status > List-Id: For users of RT: Request Tracker > > Hi. We've been running RT here for about 3 months now. Great product! > We just upgraded to 1.0.2, and we have one thing we were wondering about. > Is it possible to change and/or add categories to the q_status list? > How difficult is it and how much needs to be hacked or modified? Also, > I've seen in the source that there should be an 'unresolved' status, but > in our interface, we don't get that option. Is there some way to activate > that or is there a problem for databases that get upgraded from a pre > 1.0.2 database? > > Thanks for your help. > > -Eric Fisher > SolutionSoft Systems, Inc. > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- '"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 chris.gregors at bigfoot.com Sun Mar 26 15:20:47 2000 From: chris.gregors at bigfoot.com (Chris Gregors) Date: Sun, 26 Mar 2000 13:20:47 -0700 Subject: [rt-users] Problem with 1.0.2 ticket addition (probally simple) Message-ID: <001001bf9760$c59823c0$0202a8c0@notadot.com> I got RT installed and running but when I insert a request, it fails. The following is in the error_log file. I also went thru the process from the command line.. Attached is the session output. I know the answer is gonna be simple.... but I gotta ask anyway! -- error_log trimmings -- [Sun Mar 26 12:59:40 2000] [error] [client 192.168.2.2] (13)Permission denied: mod_mime_magic: can't read `/usr/local/rt/bin/cgi/web rt.cgi' DBD::mysql::st execute failed: You have an error in your SQL syntax near ' 0, 'root', 'create', '', 954100784)' at line 1 at /usr/op t/perl5/lib/site_perl/5.005/aix/Mysql.pm line 172. [add_transaction] Query had some problem: You have an error in your SQL syntax near ' 0, 'root', 'create', '', 954100784)' at line 1 Query: INSERT INTO transactions (id, effective_sn, serial_num, actor, type, trans_data, trans_date) VALUES (NULL, , 0, 'root', 'cre ate', '', 954100784) Can't call method "insert_id" on an undefined value at /usr/local/rt/lib/rt/database.pm line 114. [Sun Mar 26 12:59:44 2000] [error] [client 192.168.2.2] Premature end of script headers: /usr/local/rt/bin/cgi/webrt.cgi --- end cut --- --- cli_session --- # ./rtadmin queue -modify test Welcome to Request Tracker 1.0.2 Queue email alias (ex: support at somewhere.com) [chris.gregors at notadot.com]: Mail request owner on transaction [N]: Mail queue members on transaction [N]: Mail requestors on transaction [N]: Autoreply to requestor on creation [N]: Mail correspondence to queue members [N]: Mail queue members on comment [N]: Allow non-queue members to create requests [N]:y Default request priority (1-100): Default final request priority (1-100): Are you satisfied with your answers [N]:y Queue test updated. # ./rt -create Welcome to Request Tracker 1.0.2 Place Request in queue:test Place Request in area: Give request to:gregors Requestor(s):gregors Subject:test Starting Priority: Final Priority: Date due (MM/DD/YY): Please enter a detailed description of this request, terminated by a line containing only a period: test . DBD::mysql::st execute failed: You have an error in your SQL syntax near ' 0, 'root', 'create', '', 954101665)' at line 1 at /usr/opt/perl5/lib/site_perl/5.005/aix/Mysql.pm line 172, chunk 10. [add_transaction] Query had some problem: You have an error in your SQL syntax near ' 0, 'root', 'create', '', 954101665)' at line 1 Query: INSERT INTO transactions (id, effective_sn, serial_num, actor, type, trans_data, trans_date) VALUES (NULL, , 0, 'root', 'create', '', 954101665) Can't call method "insert_id" on an undefined value at /usr/local/rt/lib/rt/database.pm line 114, chunk 10. --- end cli_session --- --- install_info --- os = aix 4.3 http = apache 1.3.12 rt = 1.0.2 MySQL = 3.22.32 perl = 5.005_03 built for aix modules = DBI-1.13 Data-ShowTable-3.3 Msql-Mysql-modules-1.2209 CGI.pm-2.59 Digest-MD5-2.09 From jesse at fsck.com Sun Mar 26 20:36:53 2000 From: jesse at fsck.com (Jesse) Date: Sun, 26 Mar 2000 20:36:53 -0500 Subject: [rt-users] Problem with 1.0.2 ticket addition (probally simple) In-Reply-To: <001001bf9760$c59823c0$0202a8c0@notadot.com>; from chris.gregors@bigfoot.com on Sun, Mar 26, 2000 at 01:20:47PM -0700 References: <001001bf9760$c59823c0$0202a8c0@notadot.com> Message-ID: <20000326203653.A6161@pallas.fsck.com> On Sun, Mar 26, 2000 at 01:20:47PM -0700, Chris Gregors wrote: > I got RT installed and running but when I insert a request, it fails. The > following is in the error_log file. > > I also went thru the process from the command line.. Attached is the session > output. > Hrm. For kicks try restarting mysqld? it looks like for some reason it didn't create the ticket row. Actually, could you send me the output of mysqldump rt? jesse > I know the answer is gonna be simple.... but I gotta ask anyway! > > > -- error_log trimmings -- > [Sun Mar 26 12:59:40 2000] [error] [client 192.168.2.2] (13)Permission > denied: mod_mime_magic: can't read `/usr/local/rt/bin/cgi/web > rt.cgi' > DBD::mysql::st execute failed: You have an error in your SQL syntax near ' > 0, 'root', 'create', '', 954100784)' at line 1 at /usr/op > t/perl5/lib/site_perl/5.005/aix/Mysql.pm line 172. > [add_transaction] Query had some problem: You have an error in your SQL > syntax near ' 0, 'root', 'create', '', 954100784)' at line 1 > Query: INSERT INTO transactions (id, effective_sn, serial_num, actor, type, > trans_data, trans_date) VALUES (NULL, , 0, 'root', 'cre > ate', '', 954100784) > Can't call method "insert_id" on an undefined value at > /usr/local/rt/lib/rt/database.pm line 114. > [Sun Mar 26 12:59:44 2000] [error] [client 192.168.2.2] Premature end of > script headers: /usr/local/rt/bin/cgi/webrt.cgi > --- end cut --- > > --- cli_session --- > # ./rtadmin queue -modify test > Welcome to Request Tracker 1.0.2 > Queue email alias (ex: support at somewhere.com) [chris.gregors at notadot.com]: > Mail request owner on transaction [N]: > Mail queue members on transaction [N]: > Mail requestors on transaction [N]: > Autoreply to requestor on creation [N]: > Mail correspondence to queue members [N]: > Mail queue members on comment [N]: > Allow non-queue members to create requests [N]:y > Default request priority (1-100): > Default final request priority (1-100): > Are you satisfied with your answers [N]:y > Queue test updated. > # ./rt -create > Welcome to Request Tracker 1.0.2 > Place Request in queue:test > Place Request in area: > Give request to:gregors > Requestor(s):gregors > Subject:test > Starting Priority: > Final Priority: > Date due (MM/DD/YY): > Please enter a detailed description of this request, terminated > by a line containing only a period: > test > . > DBD::mysql::st execute failed: You have an error in your SQL syntax near ' > 0, 'root', 'create', '', 954101665)' at line 1 at > /usr/opt/perl5/lib/site_perl/5.005/aix/Mysql.pm line 172, chunk 10. > [add_transaction] Query had some problem: You have an error in your SQL > syntax near ' 0, 'root', 'create', '', 954101665)' at line 1 > Query: INSERT INTO transactions (id, effective_sn, serial_num, actor, type, > trans_data, trans_date) VALUES (NULL, , 0, 'root', 'create', '', 954101665) > Can't call method "insert_id" on an undefined value at > /usr/local/rt/lib/rt/database.pm line 114, chunk 10. > > --- end cli_session --- > > --- install_info --- > os = aix 4.3 > http = apache 1.3.12 > rt = 1.0.2 > MySQL = 3.22.32 > perl = 5.005_03 built for aix > modules = DBI-1.13 > Data-ShowTable-3.3 > Msql-Mysql-modules-1.2209 > CGI.pm-2.59 > Digest-MD5-2.09 > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- . . . when not in doubt, get in doubt. -- Old Discordian Proveb From jesse at fsck.com Mon Mar 27 01:23:00 2000 From: jesse at fsck.com (Jesse) Date: Mon, 27 Mar 2000 01:23:00 -0500 Subject: [rt-users] Weird time in Apache In-Reply-To: <001901bf8a14$c7430360$3a9ad0d8@csolve.net>; from rick@deepskies.com on Thu, Mar 09, 2000 at 05:14:01PM -0500 References: <001901bf8a14$c7430360$3a9ad0d8@csolve.net> Message-ID: <20000327012300.C8710@pallas.fsck.com> Sorry I didn't reply earlier. this got lost in my inbox. It sounds like apache and SWS are running with different locales or somesuch. I'd look at the environment each is started from. jesse On Thu, Mar 09, 2000 at 05:14:01PM -0500, Rick Towns wrote: > When I run Sun Web Server 2.1, the times in my queue look fine. I switched over to Apache 1.3.3, and I noticed that some of the time display (specifically in the details of a case) are off by 4 hours. Is there a time adjustment setting in RT that I can use? Or is this an Apache problem? (Probably, since it works fine is SWS 2.1). > > Thanks! > > Rick -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Linux is like a Vorlon. It is incredibly powerful, gives terse, cryptic answers and has a lot of things going on in the background. From mbrader at aurema.com Mon Mar 27 20:33:26 2000 From: mbrader at aurema.com (Michael Brader) Date: 28 Mar 2000 11:33:26 +1000 Subject: [rt-users] P.R. criteria In-Reply-To: Jesse's message of "Thu, 23 Mar 2000 22:23:14 -0500" References: <20000323222314.Q724@pallas.eruditorum.org> Message-ID: Jesse writes: > How does aurema deal with linking RT and GNATS? Not at all currently :-) as our GNATS system (based on GNATS4) is still pre-production. The new GNATS field definition file will allow the creation of a "database" which has exactly the same structure as an RT request which will facilitate the easy transfer from one system to another. RT2's flexibility will make this easier as well. The other (and most important to us) integration we are looking into is associating requests with problem reports (PRs). When a PR arrives, it quite often requires several separate tasks to be performed, some of these will themselves be PRs, but some will be requests, either to our sysadmins to sort something out, configuration managers to do a build etc. My plan is to have two fields within each PR: Outstanding Requests which will be a list of requests raised as a result of this PR that are not yet in RT's resolved state. CompletedRequests will be a list of requests that are in RT's resolved or closed state. Initially, we'll put in a cron job which runs through the GNATS database, checking those lists in each PR and moves requests from one list to the other as appropriate. I'm woefully behind on following RT2 development, but a feature which we've added to GNATS4 is the ability to run arbitrary programs when a field within a PR is changed. If RT had a similar feature (or the ability to 'eval' some arbitrary Perl) when requests are changed, then I would add a PR field to RT, ensure that it was set correctly when a request is raised due to a particular PR and then when a requests' state changes, connect to the GNATS daemon and move that request from Outstanding to Completed or vice versa, removing the need to monitor every problem report in GNATS every hour or so. Associated with this, I'll probably add hooks into the GNATS web interface where we can click on the requests in the two fields and be taken into RT, and vice versa. And add a 'Create Request in queue' button to the edit interface. > Also, does gnats 4 use a database? Not as yet, but the day when someone does the work has been factored into the design in that if permissions are set up right, access to PRs has been restricted to a single interface rather than letting anybody scribble on the report files directly. Basically, take away write access to the GNATS "database" directory and the only way to modify a problem report is via the GNATS daemon. -- Michael Brader Aurema Pty Ltd (formerly Softway Pty Ltd) PO Box 305, Strawberry Hills, NSW 2012, Australia Email:mbrader at aurema.com, Tel: +61 2 9698 2322, Fax: +61 2 9699 9174 From tobiasb at tobiasb.funcom.com Mon Mar 27 20:40:26 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Tue, 28 Mar 2000 03:40:26 +0200 (MET DST) Subject: [rt-users] P.R. criteria In-Reply-To: Message-ID: > I'm woefully behind on following RT2 development, but a feature which > we've added to GNATS4 is the ability to run arbitrary programs when a > field within a PR is changed. If RT had a similar feature (or the > ability to 'eval' some arbitrary Perl) when requests are changed, We do, through the Scrips/Action system you can drop in arbitrary site-specific plugins that are to be executed whenever a transaction is done.. -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From mordant at gothik.org Wed Mar 29 13:35:15 2000 From: mordant at gothik.org (Roland Dobbins) Date: Wed, 29 Mar 2000 10:35:15 -0800 Subject: [rt-users] Opening tickets via email? Message-ID: <38E24CE3.19A65959@gothik.org> I just downloaded and set up RT for use with MySQL, and was very impressed. My colleagues, after taking a look at it, decided it won't work for us because they say one can't open a ticket via email. Is this correct? The docs and the Web site seem to indicate that one can; I'd set up a send-only sendmail on my personal Linux box to test everything -but- that, so I'm unsure. Any clarification would be greatly appreciated! Thanks in advance . . . -- --------------------------------------------------------- Roland Dobbins // 818.535.5024 voice From jesse at fsck.com Wed Mar 29 13:30:23 2000 From: jesse at fsck.com (Jesse) Date: Wed, 29 Mar 2000 13:30:23 -0500 Subject: [rt-users] Opening tickets via email? In-Reply-To: <38E24CE3.19A65959@gothik.org>; from mordant@gothik.org on Wed, Mar 29, 2000 at 10:35:15AM -0800 References: <38E24CE3.19A65959@gothik.org> Message-ID: <20000329133023.L23283@pallas.fsck.com> You most certainly can open tickets by email. You'll want to set up a line in /etc/aliases per the readme. then send mail to that address.. Presto. a new open ticket. jesse On Wed, Mar 29, 2000 at 10:35:15AM -0800, Roland Dobbins wrote: > I just downloaded and set up RT for use with MySQL, and was very > impressed. My colleagues, after taking a look at it, decided it won't > work for us because they say one can't open a ticket via email. > > Is this correct? The docs and the Web site seem to indicate that one > can; I'd set up a send-only sendmail on my personal Linux box to test > everything -but- that, so I'm unsure. > > Any clarification would be greatly appreciated! > > Thanks in advance . . . > > -- > --------------------------------------------------------- > Roland Dobbins // 818.535.5024 voice > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- There are no supercomputer applications that are solvable that cannot be solved in finite time using a fucking TRS-80 with approprite disk/tape drives. Zero. -Tanj From janet at eecs.harvard.edu Wed Mar 29 13:41:14 2000 From: janet at eecs.harvard.edu (Janet Hanseth) Date: Wed, 29 Mar 2000 13:41:14 -0500 (EST) Subject: [rt-users] can't stop creating new tickets! Message-ID: Hey all, Just got RT working (version 1.0.1, latest version of perl, solaris 2.6), and every time a user replies to the auto-response (or our response), a new ticket is created. This happens even when the subject line remains the same; it happens when I remove the Re: in front of the subject line, it happens when the only thing in the subject line is what should go between the [ ]. The one thing I can think of is that, since we couldn't get mySQL to compile on the same server as our mail server, we devised an ugly hack to get the RT mail from the mail server to our mySQL/RT server. Anyone seen this before? Might it be a problem with our database setup, or is there a faster and easier fix? thanks, Janet From forrie at forrie.com Wed Mar 29 13:40:23 2000 From: forrie at forrie.com (Forrest Aldrich) Date: Wed, 29 Mar 2000 13:40:23 -0500 Subject: [rt-users] Opening tickets via email? In-Reply-To: <20000329133023.L23283@pallas.fsck.com> References: <38E24CE3.19A65959@gothik.org> <38E24CE3.19A65959@gothik.org> Message-ID: <4.3.1.2.20000329133959.00b22ec0@216.67.12.69> Curious if you have any mechanism that would help prevent abuse of the open-ticket-by-mail function. At 01:30 PM 3/29/00 -0500, Jesse wrote: >You most certainly can open tickets by email. > >You'll want to set up a line in /etc/aliases per the readme. then send mail >to that address.. Presto. a new open ticket. > > jesse > >On Wed, Mar 29, 2000 at 10:35:15AM -0800, Roland Dobbins wrote: > > I just downloaded and set up RT for use with MySQL, and was very > > impressed. My colleagues, after taking a look at it, decided it won't > > work for us because they say one can't open a ticket via email. > > > > Is this correct? The docs and the Web site seem to indicate that one > > can; I'd set up a send-only sendmail on my personal Linux box to test > > everything -but- that, so I'm unsure. > > > > Any clarification would be greatly appreciated! > > > > Thanks in advance . . . > > > > -- > > --------------------------------------------------------- > > Roland Dobbins // 818.535.5024 voice > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > >-- >jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com >pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 >-------------------------------------------------------------- >There are no supercomputer applications that are solvable that cannot be >solved >in finite time using a fucking TRS-80 with approprite disk/tape drives. Zero. > -Tanj > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users From jesse at fsck.com Wed Mar 29 13:43:19 2000 From: jesse at fsck.com (Jesse) Date: Wed, 29 Mar 2000 13:43:19 -0500 Subject: [rt-users] can't stop creating new tickets! In-Reply-To: ; from janet@eecs.harvard.edu on Wed, Mar 29, 2000 at 01:41:14PM -0500 References: Message-ID: <20000329134319.M23283@pallas.fsck.com> What's the ugly hack? it sounds like something may be messing with the message headers before rt-mailgate gets to them. On Wed, Mar 29, 2000 at 01:41:14PM -0500, Janet Hanseth wrote: > Hey all, > > Just got RT working (version 1.0.1, latest version of perl, solaris 2.6), > and every time a user replies to the auto-response (or our response), a > new ticket is created. This happens even when the subject line remains > the same; it happens when I remove the Re: in front of the subject line, > it happens when the only thing in the subject line is what should go > between the [ ]. > > The one thing I can think of is that, since we couldn't get mySQL to > compile on the same server as our mail server, we devised an ugly hack to > get the RT mail from the mail server to our mySQL/RT server. > > Anyone seen this before? Might it be a problem with our database setup, > or is there a faster and easier fix? > > thanks, > Janet > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- '"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 Wed Mar 29 13:44:23 2000 From: jesse at fsck.com (Jesse) Date: Wed, 29 Mar 2000 13:44:23 -0500 Subject: [rt-users] Opening tickets via email? In-Reply-To: <4.3.1.2.20000329133959.00b22ec0@216.67.12.69>; from forrie@forrie.com on Wed, Mar 29, 2000 at 01:40:23PM -0500 References: <38E24CE3.19A65959@gothik.org> <38E24CE3.19A65959@gothik.org> <20000329133023.L23283@pallas.fsck.com> <4.3.1.2.20000329133959.00b22ec0@216.67.12.69> Message-ID: <20000329134423.N23283@pallas.fsck.com> Use whatever normal spam-prevention measures you'd use for a mailbox. On Wed, Mar 29, 2000 at 01:40:23PM -0500, Forrest Aldrich wrote: > Curious if you have any mechanism that would help prevent abuse of the > open-ticket-by-mail function. -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- 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 forrie at forrie.com Wed Mar 29 13:42:45 2000 From: forrie at forrie.com (Forrest Aldrich) Date: Wed, 29 Mar 2000 13:42:45 -0500 Subject: [rt-users] can't stop creating new tickets! In-Reply-To: Message-ID: <4.3.1.2.20000329134222.00b2c320@216.67.12.69> Boy, sure glad I asked about this topic.... there really should be some limits in there, somewhere/somehow. :) _F At 01:41 PM 3/29/00 -0500, Janet Hanseth wrote: >Hey all, > >Just got RT working (version 1.0.1, latest version of perl, solaris 2.6), >and every time a user replies to the auto-response (or our response), a >new ticket is created. This happens even when the subject line remains >the same; it happens when I remove the Re: in front of the subject line, >it happens when the only thing in the subject line is what should go >between the [ ]. > >The one thing I can think of is that, since we couldn't get mySQL to >compile on the same server as our mail server, we devised an ugly hack to >get the RT mail from the mail server to our mySQL/RT server. > >Anyone seen this before? Might it be a problem with our database setup, >or is there a faster and easier fix? > >thanks, >Janet > > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users From tobiasb at tobiasb.funcom.com Wed Mar 29 13:45:09 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 29 Mar 2000 20:45:09 +0200 (MET DST) Subject: [rt-users] Opening tickets via email? In-Reply-To: <38E24CE3.19A65959@gothik.org> Message-ID: > I just downloaded and set up RT for use with MySQL, and was very > impressed. My colleagues, after taking a look at it, decided it won't > work for us because they say one can't open a ticket via email. > > Is this correct? That's very incorrect.? Whenever correspondance comes in, the ticket is automatically reopened. It's also possible to give commands like: %RT OPEN (ticket num) through the mail gateway. If not, it's a bug. -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From forrie at forrie.com Wed Mar 29 13:44:34 2000 From: forrie at forrie.com (Forrest Aldrich) Date: Wed, 29 Mar 2000 13:44:34 -0500 Subject: [rt-users] Opening tickets via email? In-Reply-To: <20000329134423.N23283@pallas.fsck.com> References: <4.3.1.2.20000329133959.00b22ec0@216.67.12.69> <38E24CE3.19A65959@gothik.org> <38E24CE3.19A65959@gothik.org> <20000329133023.L23283@pallas.fsck.com> <4.3.1.2.20000329133959.00b22ec0@216.67.12.69> Message-ID: <4.3.1.2.20000329134408.00b23550@216.67.12.69> Well, I've not seen such a mechanism exist yet. Spamshield, maybe, but the author doesn't want to develop it further to work correctly. _F At 01:44 PM 3/29/00 -0500, Jesse wrote: >Use whatever normal spam-prevention measures you'd use for a mailbox. > >On Wed, Mar 29, 2000 at 01:40:23PM -0500, Forrest Aldrich wrote: > > Curious if you have any mechanism that would help prevent abuse of the > > open-ticket-by-mail function. > >-- >jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com >pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 >-------------------------------------------------------------- >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 jesse at fsck.com Wed Mar 29 13:49:49 2000 From: jesse at fsck.com (Jesse) Date: Wed, 29 Mar 2000 13:49:49 -0500 Subject: [rt-users] Opening tickets via email? In-Reply-To: <4.3.1.2.20000329134408.00b23550@216.67.12.69>; from forrie@forrie.com on Wed, Mar 29, 2000 at 01:44:34PM -0500 References: <4.3.1.2.20000329133959.00b22ec0@216.67.12.69> <38E24CE3.19A65959@gothik.org> <38E24CE3.19A65959@gothik.org> <20000329133023.L23283@pallas.fsck.com> <4.3.1.2.20000329133959.00b22ec0@216.67.12.69> <20000329134423.N23283@pallas.fsck.com> <4.3.1.2.20000329134408.00b23550@216.67.12.69> Message-ID: <20000329134949.P23283@pallas.fsck.com> You might want to look at the RBL, procail or go searching freshmeat. In practice I've not had problems with abuse of mail-create of tickets. Well, I've had some overzealous users, but we have other ways of dealing with that ;) Jesse On Wed, Mar 29, 2000 at 01:44:34PM -0500, Forrest Aldrich wrote: > Well, I've not seen such a mechanism exist yet. Spamshield, maybe, but the > author doesn't want to develop it further to work correctly. > > _F > > > At 01:44 PM 3/29/00 -0500, Jesse wrote: > >Use whatever normal spam-prevention measures you'd use for a mailbox. > > > >On Wed, Mar 29, 2000 at 01:40:23PM -0500, Forrest Aldrich wrote: > > > Curious if you have any mechanism that would help prevent abuse of the > > > open-ticket-by-mail function. > > > >-- > >jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com > >pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > >-------------------------------------------------------------- > >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"] > > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- I admit that X is the second worst windowing system in the world, but all the others I've used are tied for first. From tobiasb at tobiasb.funcom.com Wed Mar 29 14:03:26 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 29 Mar 2000 21:03:26 +0200 (MET DST) Subject: [rt-users] can't stop creating new tickets! In-Reply-To: <4.3.1.2.20000329134222.00b2c320@216.67.12.69> Message-ID: > Boy, sure glad I asked about this topic.... there really should be some > limits in there, somewhere/somehow. :) We absolutely haven't thought of that. Follow up to rt-devel if you have suggestions. -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From stephen at mendel.ucsc.edu Wed Mar 29 14:14:45 2000 From: stephen at mendel.ucsc.edu (Stephen Hauskins) Date: Wed, 29 Mar 2000 11:14:45 -0800 (PST) Subject: [rt-users] can't stop creating new tickets! Message-ID: <200003291914.LAA28019@mendel.ucsc.edu> I am not sure if these mechanisms belong in the RT system. Sendmail has many features to avoid virtually all spamming problems. Sendmail can check and deny email based on: database can be created to accept or reject mail from selected domains. blacklist function that blocks from certain users/domains. refuse mail if the MAIL FROM: parameter is not fully qualified plus of course, disallowing relaying. Stephen Hauskins > > > Boy, sure glad I asked about this topic.... there really should be some > > limits in there, somewhere/somehow. :) > > We absolutely haven't thought of that. Follow up to rt-devel if you have > suggestions. > > -- > Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to > sms at tobiasb.funcom.com. Check our upcoming MMORPG at > http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, > Backgammon, Poker etc for free at http://www.funcom.com/ (Java) > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From tobiasb at tobiasb.funcom.com Wed Mar 29 14:22:26 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 29 Mar 2000 21:22:26 +0200 (MET DST) Subject: [rt-users] can't stop creating new tickets! In-Reply-To: <200003291914.LAA28019@mendel.ucsc.edu> Message-ID: > I am not sure if these mechanisms belong in the RT system. When thinking twice ... as long as spam/mailbombing isn't a significantly bigger problem with RT than with ordinary mailboxes, mailing lists, etc, I agree any such mechanisms clearly belongs outside RT. -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From forrie at forrie.com Wed Mar 29 14:20:24 2000 From: forrie at forrie.com (Forrest Aldrich) Date: Wed, 29 Mar 2000 14:20:24 -0500 Subject: [rt-users] can't stop creating new tickets! In-Reply-To: <200003291914.LAA28019@mendel.ucsc.edu> Message-ID: <4.3.1.2.20000329141846.00b25930@216.67.12.69> Sendmail does NOT have a mechanism to throttle email connection. No MTA that I've seen has this. Kai's Spamshield hack will drop a dead route in for someone who is sending greater than X (defined number) of messages, based upon watching the syslog (but there are inherent problems with this, such as forged syslog messages etc). I would think that something of this nature would be appropriate in a ticket-by-email system. _F At 11:14 AM 3/29/00 -0800, Stephen Hauskins wrote: >I am not sure if these mechanisms belong in the RT system. > >Sendmail has many features to avoid virtually all spamming problems. > >Sendmail can check and deny email based on: > >database can be created to accept or reject mail from selected domains. >blacklist function that blocks from certain users/domains. >refuse mail if the MAIL FROM: parameter is not fully qualified >plus of course, disallowing relaying. > >Stephen Hauskins > > > > > > Boy, sure glad I asked about this topic.... there really should be some > > > limits in there, somewhere/somehow. :) > > > > We absolutely haven't thought of that. Follow up to rt-devel if you have > > suggestions. > > > > -- > > Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to > > sms at tobiasb.funcom.com. Check our upcoming MMORPG at > > http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, > > Backgammon, Poker etc for free at http://www.funcom.com/ (Java) > > > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users From forrie at forrie.com Wed Mar 29 14:21:36 2000 From: forrie at forrie.com (Forrest Aldrich) Date: Wed, 29 Mar 2000 14:21:36 -0500 Subject: [rt-users] can't stop creating new tickets! Message-ID: <4.3.1.2.20000329142046.00b23940@216.67.12.69> I said: >>>Sendmail does NOT have a mechanism to throttle email connection. What I MEANT was to watch and limit the sent emails to an address... sendmail does support some form of tcp connection throttling, but it's on the network layer. _F From jesse at fsck.com Wed Mar 29 14:26:47 2000 From: jesse at fsck.com (Jesse) Date: Wed, 29 Mar 2000 14:26:47 -0500 Subject: [rt-users] can't stop creating new tickets! In-Reply-To: <4.3.1.2.20000329141846.00b25930@216.67.12.69>; from forrie@forrie.com on Wed, Mar 29, 2000 at 02:20:24PM -0500 References: <200003291914.LAA28019@mendel.ucsc.edu> <4.3.1.2.20000329141846.00b25930@216.67.12.69> Message-ID: <20000329142647.R23283@pallas.fsck.com> On Wed, Mar 29, 2000 at 02:20:24PM -0500, Forrest Aldrich wrote: > Sendmail does NOT have a mechanism to throttle email connection. No MTA > that I've seen has this. Kai's Spamshield hack will drop a dead route in > for someone who is sending greater than X (defined number) of messages, > based upon watching the syslog (but there are inherent problems with this, > such as forged syslog messages etc). > > I would think that something of this nature would be appropriate in a > ticket-by-email system. I don't believe this belongs in a ticketing system. it belongs in an MTA, if anywhere. Can we take discussion of this _off_ of rt-users, please? -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- "Bother," said Pooh, "Eeyore, ready two photon torpedoes and lock phasers on the Heffalump, Piglet, meet me in transporter room three" From janet at eecs.harvard.edu Wed Mar 29 14:46:04 2000 From: janet at eecs.harvard.edu (Janet Hanseth) Date: Wed, 29 Mar 2000 14:46:04 -0500 (EST) Subject: [rt-users] Re: can't stop creating new tickets! In-Reply-To: Message-ID: Yeah, I think the problem might lie in the ugly hack. What we do is allow ssh tunneling of WebRT email from our sendmail host to our host running the webrt/mySQL. I don't know how this would mess with the headers, though. I'll send you the tarball if you're interested. j. From stephen at mendel.ucsc.edu Wed Mar 29 15:03:00 2000 From: stephen at mendel.ucsc.edu (Stephen Hauskins) Date: Wed, 29 Mar 2000 12:03:00 -0800 (PST) Subject: [rt-users] Not a big item- but? Message-ID: <200003292003.MAA28266@mendel.ucsc.edu> I was wondering if one thing could be changed. When I select a particular queue and do an update queue, then I go to a transaction to reply, resolve or whatever. After I am done I click Display Queue and what I get is all of the queues listed again, so I have to go and select the queue I want and do the update again. Is there a way to keep the state information about what I did last so when I return back to the display queues I don't have to filter it again. No biggie... Thanks Stephen Hauskins From tobiasb at tobiasb.funcom.com Wed Mar 29 15:21:10 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 29 Mar 2000 22:21:10 +0200 (MET DST) Subject: [rt-users] Re: can't stop creating new tickets! In-Reply-To: Message-ID: One "known bug" is that 1.0.x can't handle MIME-encoded headers. You should check if the plain text that is delievered to RT looks nice. MIME-encoded headers typically appear when somebody tries using eight bit characters in the headers. According to the RFCs, eight bit characters are not allowed in the headers, and there aren't any way to tell what charset they should be in anyway. But I find it very unlikely all your subject lines should be garbled ... unless your tag contains eight bit characters? I'm also uncertain if the instance tag can contain special characters, i.e. blanks. I don't think so. It's also a third possibility, if the tag is extremely long, the subject line might wrap. While the latest CVS version supports wrapped header lines, I don't think the last release does. What is your site tag? I'd recommend only some few characters (like fsck). We use "FunSupport", and I think it's a bit too long. -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From janet at eecs.harvard.edu Wed Mar 29 15:44:32 2000 From: janet at eecs.harvard.edu (Janet Hanseth) Date: Wed, 29 Mar 2000 15:44:32 -0500 (EST) Subject: [rt-users] Re: can't stop creating new tickets! In-Reply-To: Message-ID: On Wed, 29 Mar 2000, Tobias Brox wrote: > One "known bug" is that 1.0.x can't handle MIME-encoded headers. You > should check if the plain text that is delievered to RT looks nice. > MIME-encoded headers typically appear when somebody tries using eight bit > characters in the headers. According to the RFCs, eight bit > characters are not allowed in the headers, and there aren't any way to > tell what charset they should be in anyway. But I find it very unlikely > all your subject lines should be garbled ... unless your tag contains > eight bit characters? nope, that seems ok. > It's also a third possibility, if the tag is extremely long, the subject > line might wrap. While the latest CVS version supports wrapped header > lines, I don't think the last release does. > What is your site tag? I'd recommend only some few characters (like > fsck). We use "FunSupport", and I think it's a bit too long. Thanks -- changing the tag from eecs.harvard.edu to just eecs seemed to do the trick! How wonderful. We might grab the latest release from the CVS archive fairly soon, but I'd rather just get it working. j. From jesse at fsck.com Wed Mar 29 15:54:19 2000 From: jesse at fsck.com (Jesse) Date: Wed, 29 Mar 2000 15:54:19 -0500 Subject: [rt-users] Re: can't stop creating new tickets! In-Reply-To: ; from janet@eecs.harvard.edu on Wed, Mar 29, 2000 at 03:44:32PM -0500 References: Message-ID: <20000329155419.U23283@pallas.fsck.com> On Wed, Mar 29, 2000 at 03:44:32PM -0500, Janet Hanseth wrote: > > It's also a third possibility, if the tag is extremely long, the subject > > line might wrap. While the latest CVS version supports wrapped header > > lines, I don't think the last release does. > > What is your site tag? I'd recommend only some few characters (like > > fsck). We use "FunSupport", and I think it's a bit too long. > > Thanks -- changing the tag from eecs.harvard.edu to just eecs seemed to do > the trick! How wonderful. We might grab the latest release from the CVS > archive fairly soon, but I'd rather just get it working. > I'll bet there was a space or tab or something in the configfile's notion of the tag. That happened at tufts as well. > j. > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- A REAL sysadmin challenge is "resurrect five dead mailserver while so ripped to the gills on mdma that you can't focus on any given line of text for more than 10 seconds continuously." -Nathan Mehl From janet at eecs.harvard.edu Wed Mar 29 15:58:19 2000 From: janet at eecs.harvard.edu (Janet Hanseth) Date: Wed, 29 Mar 2000 15:58:19 -0500 (EST) Subject: [rt-users] Re: can't stop creating new tickets! In-Reply-To: <20000329155419.U23283@pallas.fsck.com> Message-ID: On Wed, 29 Mar 2000, Jesse wrote: > I'll bet there was a space or tab or something in the configfile's notion > of the tag. That happened at tufts as well. this might have also been the problem. at any rate, it works now. j. From jmr at ncct.sps.mot.com Wed Mar 29 16:44:00 2000 From: jmr at ncct.sps.mot.com (jmr at ncct.sps.mot.com) Date: Wed, 29 Mar 2000 15:44:00 -0600 Subject: [rt-users] can't stop creating new tickets! In-Reply-To: Your message of "Wed, 29 Mar 2000 11:14:45 PST." <200003291914.LAA28019@mendel.ucsc.edu> Message-ID: <200003292144.PAA06771@streetfighter.somerset.sps.mot.com> >>>>> "stephen" == Stephen Hauskins writes: stephen> I am not sure if these mechanisms belong in the RT system. I'll go further than that -- I'd strongly advise against adding it to RT. This is clearly the domain of the mail system. And as you say, the current version of sendmail gives one plenty of rope to build this particular noose. Jim Rowan DCSI | DCE/DFS/System Administration Consulting | (512) 374-1143 jmr at computing.com From charlieb at aurema.com Wed Mar 29 18:05:47 2000 From: charlieb at aurema.com (Charlie Brady) Date: Thu, 30 Mar 2000 09:05:47 +1000 (EST) Subject: [rt-users] Opening tickets via email? In-Reply-To: <38E24CE3.19A65959@gothik.org> Message-ID: On Wed, 29 Mar 2000, Roland Dobbins wrote: > I just downloaded and set up RT for use with MySQL, and was very > impressed. My colleagues, after taking a look at it, decided it won't > work for us because they say one can't open a ticket via email. Your colleagues are wrong. If installed correctly, any email to the rt queue alias which do not have a recognisable ticket marker in the Subject: header are assigned a new ticket number. I'm sure that this is in the docs. Charlie Brady Aurema Pty Ltd PO Box 305, Strawberry Hills, NSW 2012, Australia Email:charlieb at aurema.com, Tel: +61 2 9698 2322, Fax: +61 2 9699 9174 "I think it would be a good idea." Gandhi, on Western Civilisation. From wozz+rt at wookie.net Thu Mar 30 02:51:08 2000 From: wozz+rt at wookie.net (Wozz) Date: Thu, 30 Mar 2000 00:51:08 -0700 Subject: [rt-users] Another feature idea Message-ID: <20000330005108.F13356@luvewe.bonch.org> Not sure if this has been thought of already. But a really useful feature for 2.0 would be user statistics accesible through the admin interface (along with perhaps merging the admin functionality into the webrt.cgi module, rather than having to access a seperate cgi). Its a great feature for large groups where you want to keep track of who's doing their job. From tobiasb at tobiasb.funcom.com Thu Mar 30 05:28:13 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Thu, 30 Mar 2000 12:28:13 +0200 (MET DST) Subject: [rt-users] Another feature idea In-Reply-To: <20000330005108.F13356@luvewe.bonch.org> Message-ID: > Not sure if this has been thought of already. But a really useful feature for > 2.0 would be user statistics accesible through the admin interface (along with > perhaps merging the admin functionality into the webrt.cgi module, rather than > having to access a seperate cgi). Its a great feature for large groups where > you want to keep track of who's doing their job. Statistics is useful, but I think it makes more sense having it separately. I think there exists some contributions for making statistics for 1.0. It should also be easy to pull out statistics from the mysql command line. -- Tobias Brox (alias TobiX) - +4722925871 - _urgent_ emails to sms at tobiasb.funcom.com. Check our upcoming MMORPG at http://www.anarchy-online.com/ (Qt) and play multiplayer Spades, Backgammon, Poker etc for free at http://www.funcom.com/ (Java) From janet at eecs.harvard.edu Thu Mar 30 09:25:38 2000 From: janet at eecs.harvard.edu (Janet Hanseth) Date: Thu, 30 Mar 2000 09:25:38 -0500 (EST) Subject: [rt-users] Another feature idea In-Reply-To: <20000330005108.F13356@luvewe.bonch.org> Message-ID: On Thu, 30 Mar 2000, Wozz wrote: > Not sure if this has been thought of already. But a really useful feature for > 2.0 would be user statistics accesible through the admin interface (along with > perhaps merging the admin functionality into the webrt.cgi module, rather than > having to access a seperate cgi). Its a great feature for large groups where > you want to keep track of who's doing their job. True-- also, the lead sysadmin here thought it might be useful to be able to _print out_ some sort of "manager's report" that she could give to her manager. You know, show how many individual problems we've solved in a given week, show that some users are more "needy" than others, etc. so perhaps a printer-friendly version might be useful as well. j. From elaine at chaos.wustl.edu Thu Mar 30 10:35:11 2000 From: elaine at chaos.wustl.edu (Elaine -HFB- Ashton) Date: Thu, 30 Mar 2000 09:35:11 -0600 Subject: [rt-users] Another feature idea In-Reply-To: References: <20000330005108.F13356@luvewe.bonch.org> Message-ID: <20000330093511.C18806@chaos.wustl.edu> Statistics would be great if tickets could be 'weighted' so as to reflect that adding a user account is not the same as rebuilding DNS or somesuch. Unless you weight them someone who does a lot of easy tasks looks great while someone who is wrestling with the ugly chore that noone else wants to deal with looks like a slacker. I suppose this could be done with a 'complexity' field in the database. A managers report could be done with a Perl script...even graphed. That would be useful. Graphs always go over well with management :) e. From allbery at ece.cmu.edu Thu Mar 30 10:40:53 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Thu, 30 Mar 2000 10:40:53 -0500 Subject: [rt-users] Another feature idea In-Reply-To: <20000330093511.C18806@chaos.wustl.edu> Message-ID: <930113884.954412853@[192.168.169.130]> On Thursday, March 30, 2000 9:35 AM -0600, Elaine -HFB- Ashton wrote: +----- | Statistics would be great if tickets could be 'weighted' so as to reflect | that adding a user account is not the same as rebuilding DNS or somesuch. +--->8 Areas and/or queues work nicely for this.... -- brandon s. allbery [os/2][linux][solaris][japh] allbery at kf8nh.apk.net system administrator [WAY too many hats] allbery at ece.cmu.edu electrical and computer engineering KF8NH carnegie mellon university ["better check the oblivious first" -ke6sls] From jesse at fsck.com Thu Mar 30 10:44:49 2000 From: jesse at fsck.com (Jesse) Date: Thu, 30 Mar 2000 10:44:49 -0500 Subject: [rt-users] Another feature idea In-Reply-To: <20000330093511.C18806@chaos.wustl.edu>; from elaine@chaos.wustl.edu on Thu, Mar 30, 2000 at 09:35:11AM -0600 References: <20000330005108.F13356@luvewe.bonch.org> <20000330093511.C18806@chaos.wustl.edu> Message-ID: <20000330104449.E23283@pallas.fsck.com> On Thu, Mar 30, 2000 at 09:35:11AM -0600, Elaine -HFB- Ashton wrote: > Statistics would be great if tickets could be 'weighted' so as to reflect > that adding a user account is not the same as rebuilding DNS or somesuch. > Unless you weight them someone who does a lot of easy tasks looks great > while someone who is wrestling with the ugly chore that noone else wants > to deal with looks like a slacker. I suppose this could be done with a > 'complexity' field in the database. > Actually, RT 1.1 allows you to specify how long you spend on tickets. I think that might make a better base for weighted statistics than an arbitrary complexity field. I believe that an integrated statistics system would be good for RT and several people have volunteered to hack on such a thing for 2.0. I'll try to goad one of them into posting some ideas to rt-devel. > A managers report could be done with a Perl script...even graphed. That > would be useful. Graphs always go over well with management :) > > e. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- 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 elaine at chaos.wustl.edu Thu Mar 30 10:53:40 2000 From: elaine at chaos.wustl.edu (Elaine -HFB- Ashton) Date: Thu, 30 Mar 2000 09:53:40 -0600 Subject: [rt-users] Another feature idea In-Reply-To: <20000330104449.E23283@pallas.fsck.com> References: <20000330005108.F13356@luvewe.bonch.org> <20000330093511.C18806@chaos.wustl.edu> <20000330104449.E23283@pallas.fsck.com> Message-ID: <20000330095340.G18806@chaos.wustl.edu> Jesse [jesse at fsck.com] quoth: *>> *>Actually, RT 1.1 allows you to specify how long you spend on tickets. I *>think that might make a better base for weighted statistics than an *>arbitrary complexity field. Well, time doesn't always equal complexity either, e.g. something that takes an experienced person 5mins might tax a greenhorn for a couple hours or more. Hmm.. what about a user profile that could be customised per experience level? This way if you have a jr admin who took on 2 challenging tasks is rewarded in the statistics. Just an idea though it's probably more trouble than it's worth. IIRC Vantive produces statistics but nothing terribly sophisticated, just user or group and numbers of tickets over a given time period. e. From jesse at fsck.com Thu Mar 30 11:15:04 2000 From: jesse at fsck.com (Jesse) Date: Thu, 30 Mar 2000 11:15:04 -0500 Subject: [rt-users] Another feature idea In-Reply-To: <20000330095340.G18806@chaos.wustl.edu>; from elaine@chaos.wustl.edu on Thu, Mar 30, 2000 at 09:53:40AM -0600 References: <20000330005108.F13356@luvewe.bonch.org> <20000330093511.C18806@chaos.wustl.edu> <20000330104449.E23283@pallas.fsck.com> <20000330095340.G18806@chaos.wustl.edu> Message-ID: <20000330111504.F23283@pallas.fsck.com> I don't think something like this will be in RT2. I'd be interested to have someone prototype it after we get 2.0 out, though I'm dubious of it's utility to effort ratio. jesse On Thu, Mar 30, 2000 at 09:53:40AM -0600, Elaine -HFB- Ashton wrote: > Well, time doesn't always equal complexity either, e.g. something that > takes an experienced person 5mins might tax a greenhorn for a couple hours > or more. > > Hmm.. what about a user profile that could be customised per experience > level? This way if you have a jr admin who took on 2 challenging tasks is > rewarded in the statistics. Just an idea though it's probably more trouble > than it's worth. > > IIRC Vantive produces statistics but nothing terribly sophisticated, just > user or group and numbers of tickets over a given time period. > > e. > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- I'm reasonably sure that at least two of the electric blue kangeroos I saw were real.