From jesse at fsck.com Mon May 1 00:02:28 2000 From: jesse at fsck.com (Jesse) Date: Mon, 1 May 2000 00:02:28 -0400 Subject: [rt-users] Extra queue In-Reply-To: <390B25BD.36DEF1D7@unimatrix.com>; from egoodwin@unimatrix.com on Sat, Apr 29, 2000 at 02:11:10PM -0400 References: <390B25BD.36DEF1D7@unimatrix.com> Message-ID: <20000501000228.B534@pallas.fsck.com> Turn off that queue's "Allow nonmembers to create requests" flag On Sat, Apr 29, 2000 at 02:11:10PM -0400, R. Eriks Goodwin wrote: > No matter what permissions a user has, I am seeing that our first queue > name "Aptagen" appears on everyone's page as a possible queue in which > to create a request in addition to the one(s) that a user is supposed to > have access. How do I stop the first queue name from appearing like > that? Most of my users will only need access to a single queue (the one > for their company's work orders). > > Thanks, > Eriks > > > > -- > R. Eriks Goodwin, CEO > UniMatrix International Corporation > 2101 East Main Street, Suite 900 > Richmond, Virginia 23223-7050, U.S.A. > Tel: 804-780-0590 Fax: 804-780-0591 > > Computers * Web Sites * SDSL, T-1, T-3, DS-3 > > http://www.unimatrix.com > > > > > _______________________________________________ > 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 ericg at cats.ucsc.edu Mon May 1 17:31:01 2000 From: ericg at cats.ucsc.edu (Eric Goodman) Date: Mon, 1 May 2000 14:31:01 -0700 Subject: [rt-users] Unwieldy users list... In-Reply-To: References: Message-ID: > > I can see as I add new users and queues that the list of users going >> down the side of a new queue creation page is going to quickly become >> unwieldy. Any suggestions or has this already been addressed in v2? > >Yeah, that has been a problem here also. The v2 admin interface hasn't >been made yet, but we should think of some better solution. Suggestions? >Maybe optionally allow people to enter a login instead of selecting from a >list? One possibility would be two drop downs, one where you select the user name, the other where you select the access rights, and a button to assign the selected rights. (Pro: takes very little screen space; Con: requires separate action for each user) Another possibility is creating a separate page for assignment of queue rights. This could be linked from the main queue page and could be more densely populated with users/rights pairs (e.g., a full table rather than a single column). This could also allow for sorting by user or "current access" rights. (Pro: minimizes screen space; Con: requires new screen/separate action -- complicates admin interface). On a related note (to manageability of users), I'd be interested in some sort of external authentication API (to allow authentication separate from username/passwords in the rt database). --- Eric -- Eric Goodman | "The opinions expressed by Eric do not Workstation Support Group | represent the opinions of anyone who UC Santa Cruz | matters." ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" From jesse at fsck.com Mon May 1 17:56:14 2000 From: jesse at fsck.com (Jesse) Date: Mon, 1 May 2000 17:56:14 -0400 Subject: [rt-users] Unwieldy users list... In-Reply-To: ; from ericg@cats.ucsc.edu on Mon, May 01, 2000 at 02:31:01PM -0700 References: Message-ID: <20000501175614.J534@pallas.fsck.com> On Mon, May 01, 2000 at 02:31:01PM -0700, Eric Goodman wrote: > One possibility would be two drop downs, one where you select the > user name, the other where you select the access rights, and a button > to assign the selected rights. (Pro: takes very little screen space; > Con: requires separate action for each user) > What we'll probably end up doing is seperating out the ACL managment system and allowing to restrict the set of ACLs displayed with a filter. The whole thing's been gutted. > > On a related note (to manageability of users), I'd be interested in > some sort of external authentication API (to allow authentication > separate from username/passwords in the rt database). > I'll ponder this. Do people who want an external authentication mechanism want it in addition to rt internal authentication or instead of it? Additionally, will _all_ users use the external mechanism or only some users? jesse > --- Eric > > > > -- > Eric Goodman | "The opinions expressed by Eric do not > Workstation Support Group | represent the opinions of anyone who > UC Santa Cruz | matters." > ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Any e-mail sent to the SLA will immediately become the intellectual property of the SLA and the author of said message will enter into a period of indentured servitude which will last for a period of time no less than seven years. From anil at recoil.org Mon May 1 18:28:53 2000 From: anil at recoil.org (Anil Madhavapeddy) Date: Mon, 1 May 2000 23:28:53 +0100 Subject: [rt-users] Unwieldy users list... In-Reply-To: <20000501175614.J534@pallas.fsck.com> Message-ID: Jesse wrote: > > > > On a related note (to manageability of users), I'd be interested in > > some sort of external authentication API (to allow authentication > > separate from username/passwords in the rt database). > > > > I'll ponder this. Do people who want an external authentication mechanism > want it in addition to rt internal authentication or instead of it? > Additionally, will _all_ users use the external mechanism or only > some users? > Would be very very useful. Given that the vast majority of deployments for this would probably be in an environment with some sort of existing authentication environment ... Personally, I'd use it instead of the internal authentication, but I could see an "or" facility being useful (do a local database lookup if external auth fails). Something abstract like PAM would be cool, as that opens up a large number of possibilities (I _think_ it supports NIS, and certainly passwd, shadow and database auth). Of course, SSL support becomes pretty vital then ... the whole thing is wide open to snooping otherwise, which is an advantage of the existing system; it allows users to have an insecure web authentication without compromising their actual system passwords. (con: they keep on forgetting one of them). Anil From stephenl at examen.com Mon May 1 18:24:22 2000 From: stephenl at examen.com (Stephen J. Lawrence Jr.) Date: Mon, 01 May 2000 15:24:22 -0700 Subject: [rt-users] Unwieldy users list... References: <20000501175614.J534@pallas.fsck.com> Message-ID: <390E0416.F0BBE27E@examen.com> Jesse wrote: > On Mon, May 01, 2000 at 02:31:01PM -0700, Eric Goodman wrote: > > SNIP > I'll ponder this. Do people who want an external authentication mechanism > want it in addition to rt internal authentication or instead of it? > Additionally, will _all_ users use the external mechanism or only some users? > > jesse > I had been using our *NIX login as authentication for our users with another web-based product we were trying. It works well because you do not have to create passwords when adding users. The only problem with this package in the auth module was that you could only be all *NIX auth, or no *NIX auth. Would be nice to see a combination of both, that way you could still set up group id/passwords if needed. -- Thanks, Stephen Lawrence -Support Technician & Webmaster -Examen, Inc. -stephenl at examen.com -916-921-4300 ext. 703 From egoodwin at unimatrix.com Tue May 2 13:48:17 2000 From: egoodwin at unimatrix.com (R. Eriks Goodwin) Date: Tue, 02 May 2000 13:48:17 -0400 Subject: [rt-users] Group Memberships... Message-ID: <390F14E1.16FB61BE@unimatrix.com> I think the idea of tying user ids to groups is brilliant. Then I can simply select groups to add to queues, and/or when a new queue is added, simply authorize groups to join. I'll look forward to it. :-) --Eriks -- R. Eriks Goodwin, CEO UniMatrix International Corporation 2101 East Main Street, Suite 900 Richmond, Virginia 23223-7050, U.S.A. Tel: 804-780-0590 Fax: 804-780-0591 Computers * Web Sites * SDSL, T-1, T-3, DS-3 http://www.unimatrix.com From jmr at computing.com Tue May 2 14:19:16 2000 From: jmr at computing.com (Jim Rowan) Date: Tue, 02 May 2000 13:19:16 -0500 Subject: [rt-users] Re: external auth In-Reply-To: Your message of "Tue, 02 May 2000 12:00:03 EDT." <20000502160003.DC49430E8B8@fsck.com> Message-ID: <200005021819.NAA05160@zee.computing.com> jesse> I'll ponder this. Do people who want an external authentication jesse> mechanism want it in addition to rt internal authentication or instead jesse> of it? Additionally, will _all_ users use the external mechanism or jesse> only some users? I have two installations (in two places), both would benefit from external authentication. One installation would strongly prefer all users to use the external system. The other installation could live with all users external, but it would be slightly easier to have a mixture. If the mixture option is harder, we'd gladly forgo that for the capability to do external auth. From jdfalk at mail-abuse.org Tue May 2 16:10:52 2000 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Tue, 2 May 2000 13:10:52 -0700 Subject: [rt-users] Re: external auth In-Reply-To: <200005021819.NAA05160@zee.computing.com>; from jmr@computing.com on Tue, May 02, 2000 at 01:19:16PM -0500 References: <20000502160003.DC49430E8B8@fsck.com> <200005021819.NAA05160@zee.computing.com> Message-ID: <20000502131052.C21074@mail-abuse.org> On 05/02/00, Jim Rowan wrote: > jesse> I'll ponder this. Do people who want an external authentication > jesse> mechanism want it in addition to rt internal authentication or instead > jesse> of it? Additionally, will _all_ users use the external mechanism or > jesse> only some users? > > I have two installations (in two places), both would benefit from external > authentication. External authentication would be good here, too -- we're already using kerberos inside of apache-ssl, so it'd make sense for any web-based applications running on that server to use the same form of authentication. -- J.D. Falk "Laughter is the sound Product Manager that knowledge makes when it's born." Mail Abuse Prevention System LLC -- The Cluetrain Manifesto From dunkel at diku.dk Wed May 3 05:18:38 2000 From: dunkel at diku.dk (Jesper Holm Olsen) Date: Wed, 3 May 2000 11:18:38 +0200 (METDST) Subject: [rt-users] A solution for decoding iso-8859-1 subjects Message-ID: I live in denmark and so once in a while use certain european characters in the subjectlines. As RT does not decode this, I have been annoyed of seeing something like: Subject: =?iso-8859-1?Q?Test_igen_=E5=E6=F8=C5=C6=D8_test?= in the queue-view. I have now made a little hack, which someone perhaps could find usefull too. Is is not pretty nor perfect, but it works for me :-) The trick is to use the MIME-module in perl to decode the quoted-printable characters and then substitute the 'iso-8859-1'-tag away. This can, as I said, probably be done quite more elegant, but hey, it works for me. In lib/rt/ui/web/manipulate.pm, sub display_queue I changed the place where 'subject' is printed to: "; #By Jesper Holm Olsen: This decodes Quoted-printable from subject. use MIME::QuotedPrint; my $decoded; $decoded = decode_qp($rt::req[$temp]{'subject'}); $decoded =~ s/=\?iso-8859-1\?Q\?(.*)\?=/$1/; print "$decoded "; This way at least my overview of a queue is pretty to read. -- 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 dunkel at diku.dk Wed May 3 05:32:26 2000 From: dunkel at diku.dk (Jesper Holm Olsen) Date: Wed, 3 May 2000 11:32:26 +0200 (METDST) Subject: [rt-users] Requestor gets his own reply too Message-ID: Hmm. In the admin-webinterface there is a note: "(requestors will always be sent copies of all correspondence.)". I find it rather annoying that a requestor who sends a request, get an answer from me and when answering that, gets a copy of his own reply. Could someone point me to the place, where you could place a check on requestor and sender, to see if the requestor should get the mail. -- 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 tobiasb at tobiasb.funcom.com Wed May 3 05:36:41 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 11:36:41 +0200 (MET DST) Subject: [rt-users] A solution for decoding iso-8859-1 subjects In-Reply-To: Message-ID: > The trick is to use the MIME-module in perl to decode the quoted-printable > characters and then substitute the 'iso-8859-1'-tag away. This can, as I > said, probably be done quite more elegant, but hey, it works for me. > > In lib/rt/ui/web/manipulate.pm, sub display_queue I changed > the place where 'subject' is printed to: Wouldn't it be better to put the hack in mail/manipulate.pm? -- Tobias Brox aka TobiX +47 22 925 871 From tobiasb at tobiasb.funcom.com Wed May 3 05:52:32 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 11:52:32 +0200 (MET DST) Subject: [rt-users] Requestor gets his own reply too In-Reply-To: Message-ID: > I find it rather annoying that a requestor who sends a request, get an > answer from me and when answering that, gets a copy of his own reply. It shouldn't happen, unless the requestor changes his email address. > Could someone point me to the place, where you could place a check on > requestor and sender, to see if the requestor should get the mail. lib/rt/database/manipulate.pm: sub add_correspondence { (...) #if it's coming from somebody other than the user, send them a copy if (&is_not_a_requestor($in_current_user,$in_serial_num)) { &update_each_req($in_serial_num, 'date_told', $rt::time); $tem=&rt::template_mail('correspondence', $queue_id, "$requestors", $in_cc, $in_bcc, "$in_serial_num", "$transaction_num", "$in_subject","$in_current_user",''); ...check if the is_not_a_requestor sub works. -- Tobias Brox aka TobiX +47 22 925 871 From rotman at inode.at Wed May 3 06:44:13 2000 From: rotman at inode.at (robert rotman) Date: Wed, 3 May 2000 12:44:13 +0200 (CEST) Subject: [rt-users] escape certain mail-adresses vom autoreply. Message-ID: hi! how can i make rt not to send autoreplys to predefind mailadresses.. if that is not possible, is there a quick workaround for this? thanx in advance, robert From tobiasb at tobiasb.funcom.com Wed May 3 07:06:35 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 13:06:35 +0200 (MET DST) Subject: [rt-users] escape certain mail-adresses vom autoreply. In-Reply-To: Message-ID: > how can i make rt not to send autoreplys to predefind mailadresses.. > if that is not possible, is there a quick workaround for this? Only thing is to hack it, I'd say. Take a peek at lib/rt/database/manipulate.pm. Search for those lines: if ( $queues{$in_queue_id}{m_user_create}) { &rt::template_mail('autoreply',$in_queue_id,"$in_requestors","","","$ser ial_num","$transaction_num","$in_subject","_rt_system",''); } ...and modify them, i.e.: if ( $queues{$in_queue_id}{m_user_create} # Never send autoreplies to some at email.com: && $in_requestors ne "some\@email.com" # Don't send autoreplies to anybody under other.com: && $in_requestors !~ /other.com$/) { (...) From dunkel at diku.dk Wed May 3 07:25:11 2000 From: dunkel at diku.dk (Jesper Holm Olsen) Date: Wed, 3 May 2000 13:25:11 +0200 (METDST) Subject: [rt-users] A solution for decoding iso-8859-1 subjects In-Reply-To: Message-ID: On Wed, 3 May 2000, Tobias Brox wrote: > > The trick is to use the MIME-module in perl to decode the quoted-printable > > characters and then substitute the 'iso-8859-1'-tag away. This can, as I > > said, probably be done quite more elegant, but hey, it works for me. > > > > In lib/rt/ui/web/manipulate.pm, sub display_queue I changed > > the place where 'subject' is printed to: > > Wouldn't it be better to put the hack in mail/manipulate.pm? I thought about this too, but I think this is a "clean" way to do it as: 1) It must be up to a users mailclient to decode the quoted-printable. 2) If you make a reply, you'd have to encode it once again (this would'nt be to hard though, just use MIME::encode_qp.) Also I have not tested if MySQL supports european characters. -- 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 nexus at fileseeker.net Wed May 3 07:29:49 2000 From: nexus at fileseeker.net (Fischer Oliver) Date: Wed, 3 May 2000 13:29:49 +0200 Subject: [rt-users] Problems with the installation of rt 1.0.2 Message-ID: Hi, I've tried to install rt on a FreeBSD Box. The installation was successfull, but if I access via HTTP, I get a 'Internal Servererror'. The same porblem occurs if I try it on a commandline. The errormessage is 'Undefined subroutine CGI::Vars'. Do someone know this problem? Bye Oliver From anil at recoil.org Wed May 3 07:29:47 2000 From: anil at recoil.org (Anil Madhavapeddy) Date: Wed, 3 May 2000 12:29:47 +0100 Subject: [rt-users] Problems with the installation of rt 1.0.2 In-Reply-To: Message-ID: Fischer Oliver wrote > I've tried to install rt on a FreeBSD Box. The installation was > successfull, but if I access via HTTP, I get a 'Internal Servererror'. > The same porblem occurs if I try it on a commandline. The errormessage > is 'Undefined subroutine CGI::Vars'. > Do someone know this problem? > Sounds like you haven't installed CGI.pm Try perl -MCPAN -e shell; and then install CGI if memory serves correctly. -- Anil Madhavapeddy - http://recoil.org From tobiasb at tobiasb.funcom.com Wed May 3 07:36:25 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 13:36:25 +0200 (MET DST) Subject: [rt-users] A solution for decoding iso-8859-1 subjects In-Reply-To: Message-ID: > > Wouldn't it be better to put the hack in mail/manipulate.pm? > > I thought about this too, but I think this is a "clean" way to do it as: > > 1) It must be up to a users mailclient to decode the quoted-printable. Ok, that's a point. Anyway, isn't it also a problem that RT won't identify the "[MyTag #3432]" string when the subject is encoded? > 2) If you make a reply, you'd have to encode it once again (this would'nt > be to hard though, just use MIME::encode_qp.) I'd say there is no use for it. Ok, according to the RFC the subject should only contain 7-bit characters, but in practice there is never any problems for it - at least not when sticking to only one character set (typically ISO-8859-1 for Denmark). > Also I have not tested if MySQL supports european characters. No problems storing 8 bit characters in MySQL. I'm not sure if it has any logic for separating different character sets ... I guess it uses Locale to decide how to handle case insensitive searches. -- Tobias Brox aka TobiX +47 22 925 871 From tobiasb at tobiasb.funcom.com Wed May 3 07:41:53 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 13:41:53 +0200 (MET DST) Subject: [rt-users] Problems with the installation of rt 1.0.2 In-Reply-To: Message-ID: > I've tried to install rt on a FreeBSD Box. The installation was > successfull, but if I access via HTTP, I get a 'Internal Servererror'. > The same porblem occurs if I try it on a commandline. The errormessage > is 'Undefined subroutine CGI::Vars'. > Do someone know this problem? Yeah, we've seen this before. The version of CGI that follows FreeBSD is rather obscure. Get version 2.62 from CPAN. -- Tobias Brox aka TobiX +47 22 925 871 From tobiasb at tobiasb.funcom.com Wed May 3 07:48:41 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 13:48:41 +0200 (MET DST) Subject: [rt-users] Problems with the installation of rt 1.0.2 In-Reply-To: Message-ID: > Yeah, we've seen this before. The version of CGI that follows FreeBSD > is rather obscure. Get version 2.62 from CPAN. Oh, the latest is 2.66 - should work equally well. -- Tobias Brox aka TobiX +47 22 925 871 From nexus at fileseeker.net Wed May 3 08:02:30 2000 From: nexus at fileseeker.net (Fischer Oliver) Date: Wed, 3 May 2000 14:02:30 +0200 Subject: [rt-users] Problems with the installation of rt 1.0.2 Message-ID: Tanks Tobias, this is the solution! Bye, Oliver >> I've tried to install rt on a FreeBSD Box. The installation was >> successfull, but if I access via HTTP, I get a 'Internal >> Servererror'. >> The same porblem occurs if I try it on a commandline. The >> errormessage >> is 'Undefined subroutine CGI::Vars'. >> Do someone know this problem? > Yeah, we've seen this before. The version of CGI that follows > FreeBSD > is rather obscure. Get version 2.62 from CPAN. > -- > Tobias Brox > aka TobiX > +47 22 925 871 From torkel at hpc2n.umu.se Wed May 3 08:28:53 2000 From: torkel at hpc2n.umu.se (Björn Torkelsson) Date: 03 May 2000 14:28:53 +0200 Subject: [rt-users] Unwieldy users list... References: <20000501175614.J534@pallas.fsck.com> Message-ID: <3wn1m7hl6i.fsf@kronborg.cs.umu.se> Jesse writes: > > On a related note (to manageability of users), I'd be interested in > > some sort of external authentication API (to allow authentication > > separate from username/passwords in the rt database). > > > > I'll ponder this. Do people who want an external authentication mechanism > want it in addition to rt internal authentication or instead of it? > Additionally, will _all_ users use the external mechanism or only some users? We would love to have a combination of external authentication in addition to the internal auth mechanisim. That way we could let our existing users use their ordinary UNIX (or more precisly Kerberos IV/V) usernames/passwords (of course using SSL). One other thing I relly would like to see in rt 2.0 is a way to use a "self" user and password for every ticket. I.e when you are opening a ticket in rt you get, in addition to the ticket number, a uniqe password. With the ticket number and password you can authenticate yourself to the ticket and view and add more info to the ticket. /torkel From forrie at forrie.com Wed May 3 08:38:53 2000 From: forrie at forrie.com (Forrest Aldrich) Date: Wed, 03 May 2000 08:38:53 -0400 Subject: [rt-users] Unwieldy users list... In-Reply-To: <3wn1m7hl6i.fsf@kronborg.cs.umu.se> References: <20000501175614.J534@pallas.fsck.com> Message-ID: <4.3.1.2.20000503083824.00cf7640@216.67.12.69> PAM would work (ie: pam_mysql.so). _F At 02:28 PM 5/3/00 +0200, Bj?rn Torkelsson wrote: >Jesse writes: > > > > On a related note (to manageability of users), I'd be interested in > > > some sort of external authentication API (to allow authentication > > > separate from username/passwords in the rt database). > > > > > > > I'll ponder this. Do people who want an external authentication mechanism > > want it in addition to rt internal authentication or instead of it? > > Additionally, will _all_ users use the external mechanism or only some > users? > >We would love to have a combination of external authentication in >addition to the internal auth mechanisim. That way we could let our >existing users use their ordinary UNIX (or more precisly Kerberos IV/V) >usernames/passwords (of course using SSL). > >One other thing I relly would like to see in rt 2.0 is a way to use a >"self" user and password for every ticket. I.e when you are opening a >ticket in rt you get, in addition to the ticket number, a uniqe password. >With the ticket number and password you can authenticate yourself to the >ticket and view and add more info to the ticket. > >/torkel > > >_______________________________________________ >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 May 3 08:57:45 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 14:57:45 +0200 (MET DST) Subject: [rt-users] Unwieldy users list... In-Reply-To: <3wn1m7hl6i.fsf@kronborg.cs.umu.se> Message-ID: > One other thing I relly would like to see in rt 2.0 is a way to use a > "self" user and password for every ticket. I.e when you are opening a > ticket in rt you get, in addition to the ticket number, a uniqe password. > With the ticket number and password you can authenticate yourself to the > ticket and view and add more info to the ticket. Yes, it is important. We did think a bit about this approach (having some kind of ticket-password which gave access only to one ticket) as an add-on to 1.0, but I guess we have more or less forgotten about it. Jesse is currently working on a new and improved ACL system - though simpler than the thoughts I have aired here earlier. It's loosely documented in docs/design_docs/acl (i.e. from the CVS, tag rt-1-1). There will be less difference between Requestors and ordinary users, and there will be possibilities for setting up rights for requestors to see their own tickets. I'd say adding a random requestor password and sending it away in an autoreply will be a trivial thing to do through the Scrips system. -- Tobias Brox aka TobiX +47 22 925 871 From pareilly at tcd.ie Wed May 3 09:32:47 2000 From: pareilly at tcd.ie (Paul Reilly) Date: Wed, 3 May 2000 14:32:47 +0100 (BST) Subject: [rt-users] web interface In-Reply-To: Message-ID: Hi all, Has anyone got any pointers to settings up a web submission interface to RT? You know, so that users can fill in a problem request through a form? I could get it to email the form contents to RT, but perhaps I can submit the form contents to RT some other way through cgi? Paul From jesse at fsck.com Wed May 3 10:05:42 2000 From: jesse at fsck.com (Jesse) Date: Wed, 3 May 2000 10:05:42 -0400 Subject: [rt-users] escape certain mail-adresses vom autoreply. In-Reply-To: ; from rotman@inode.at on Wed, May 03, 2000 at 12:44:13PM +0200 References: Message-ID: <20000503100542.A534@pallas.fsck.com> procmail is probably the easiest way to blackhole certain senders. On Wed, May 03, 2000 at 12:44:13PM +0200, robert rotman wrote: > > hi! > > how can i make rt not to send autoreplys to predefind mailadresses.. > if that is not possible, is there a quick workaround for this? > > thanx in advance, > > robert > > > > > > _______________________________________________ > 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 rotman at inode.at Wed May 3 10:25:16 2000 From: rotman at inode.at (robert rotman) Date: Wed, 3 May 2000 16:25:16 +0200 (CEST) Subject: [rt-users] escape certain mail-adresses vom autoreply. In-Reply-To: <20000503100542.A534@pallas.fsck.com> Message-ID: hi, no, what i ment is to intergrate a domain/mailname list-file in rt. which should escape the autoreply. (maby a file with regex syntax which can easily eval'd by perl) doing that with an MTA would cause bounces and is - in my point of view - not the way this shold be done. robert PS: this is a feature request;) On Wed, 3 May 2000, Jesse wrote: > procmail is probably the easiest way to blackhole certain senders. > > On Wed, May 03, 2000 at 12:44:13PM +0200, robert rotman wrote: > > > > hi! > > > > how can i make rt not to send autoreplys to predefind mailadresses.. > > if that is not possible, is there a quick workaround for this? > > > > thanx in advance, > > > > robert > > > > > > > > > > > > _______________________________________________ > > 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! > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > --- di. robert rotman inode.graz phone -> ++43-(0)316 813141 ++43-(0)316 818600/15 <- fax rotman at inode.at http://www.graz.inode.at/ -- this letter was written on recycled bytes used by deleted mail. From jesse at fsck.com Wed May 3 10:29:26 2000 From: jesse at fsck.com (Jesse) Date: Wed, 3 May 2000 10:29:26 -0400 Subject: [rt-users] escape certain mail-adresses vom autoreply. In-Reply-To: ; from rotman@inode.at on Wed, May 03, 2000 at 04:25:16PM +0200 References: <20000503100542.A534@pallas.fsck.com> Message-ID: <20000503102926.B534@pallas.fsck.com> *nod* procmail is the quick workaround. "Real" configurability for this will probably come sometime in 2.x. It's not likely in 2.0. jesse On Wed, May 03, 2000 at 04:25:16PM +0200, robert rotman wrote: > hi, > > no, what i ment is to intergrate a domain/mailname list-file in rt. > which should escape the autoreply. > (maby a file with regex syntax which can easily eval'd by perl) > doing that with an MTA would cause bounces and is - in my point of view > - not the way this shold be done. > > robert > > PS: this is a feature request;) > > > On Wed, 3 May 2000, Jesse wrote: > > > procmail is probably the easiest way to blackhole certain senders. > > > > On Wed, May 03, 2000 at 12:44:13PM +0200, robert rotman wrote: > > > > > > hi! > > > > > > how can i make rt not to send autoreplys to predefind mailadresses.. > > > if that is not possible, is there a quick workaround for this? > > > > > > thanx in advance, > > > > > > robert > > > > > > > > > > > > > > > > > > _______________________________________________ > > > 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! > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > --- > di. robert rotman inode.graz > phone -> ++43-(0)316 813141 ++43-(0)316 818600/15 <- fax > rotman at inode.at http://www.graz.inode.at/ > -- > this letter was written on recycled bytes used by deleted mail. > > > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- I think co-ordinating 1000 prima donnas living all over the world will be as easy as herding cats..." -- Andy Tanenbaum on the linux development model, 1992 From erikw at soltec.com Wed May 3 10:42:17 2000 From: erikw at soltec.com (Erik Wolf) Date: Wed, 3 May 2000 09:42:17 -0500 (CDT) Subject: [rt-users] web interface In-Reply-To: Message-ID: On Wed, 3 May 2000, Paul Reilly wrote: > Has anyone got any pointers to settings up a web submission interface to > RT? You know, so that users can fill in a problem request through a form? > I could get it to email the form contents to RT, but perhaps I can submit > the form contents to RT some other way through cgi? Attached is something i hacked together to do this. Its ugly, but you should be able to get it to work without much modification. It uses a form to collect the info, then directly calls the (add_request|add_transaction) procedures in rt/database/database.pm. -- e -------------- next part -------------- #!/usr/local/bin/perl # # Simple RT submitter $ENV{'PATH'} = '/bin:/usr/bin'; package rt; $rt_dir = "/usr/local/packages/rt/devl"; push (@INC, "$rt_dir/lib"); push (@INC, "$rt_dir/etc"); require "$rt_dir/etc/config.pm"; require rt::database::manipulate; my $driver = "mysql"; my $host="localhost"; my $user=""; my $password=""; my $dbname=""; my $dsn = "DBI:$driver:database=$dbname;host=$hostname"; my $dbh = DBI->connect($dsn, $user, $password); sub grab { local($inp, $tinp, $name, $part, $tpart, $ind); $inp = "&" . $_[0] . "&"; $name = $_[1]; $tinp = $inp; $part = ""; for (;;) { ($tpart) = ($tinp =~ /&$name=([^&]*)&/); $ind = index($tinp, "$name=$tpart") + length("$name=$tpart"); $tpart =~ tr/+/ /; $tpart =~ s/%([a-fA-F0-9][a-fA-F0-9])/pack("C", hex($1))/eg; $tpart =~ s/\r//eg; if ($tpart eq "") { last; } if ($part ne "") { $part = "$part, $tpart"; } else { $part = $tpart; } $tinp = substr($tinp, $ind); if ($tinp eq "") { last; } } $part; } sub compute_due_date { use Time::Local; my %monthhash = ( "Jan" => 0, "Feb" => 1, "Mar" => 2, "Apr" => 3, "May" => 4, "Jun" => 5, "Jul" => 6, "Aug" => 7, "Sep" => 8, "Oct" => 9, "Nov" => 10, "Dec" => 11); my $due_month = shift @_; my $due_day = shift @_; my $current_time = time; my $current_year = (localtime($current_time))[5]; my $due_date = timelocal(0,0,0,$due_day, $monthhash{$due_month}, $current_year); if ($due_date < $current_time) { $current_year++; $due_date = timelocal(0,0,0,$due_day, $monthhash{$due_month}, $current_year); } return $due_date; } sub print_submit_form { print "Content-type: text/html\n\n"; print < Help Desk

Help Desk Request Form

EOF print <
From:<----Required Field
Synopsis:<-----Required Field
Priority:
Due Date: None set
Message

Click to the submit the request.

EOF } # Main driver loop $content_length = $ENV{"CONTENT_LENGTH"}; read(STDIN, $input, $content_length); use CGI; $query = new CGI; if ($content_length == 0) { print_submit_form; exit 0; } $message = &grab($input, "message"); $subject = &grab($input, "subject"); $from = &grab($input, "from"); $priority1 = &grab($input, "priority1"); $month = &grab($input, "month"); $day = &grab($input, "day"); $due_or_not = &grab($input, "due_or_not"); #$keywords = &grab($input, "keywords"); $keywords = ""; $difficulty = 0; print "Content-type: text/html\n"; print < Request Submitter Results EOF if ($message eq "" || $subject eq "" || $from eq "") { &error_out($message, $subject, $from); } $queue_id = "devl"; $alias = ""; $status = "submitted"; $date_told = ""; $current_user = "root"; $priority = $priority1; $message = "Symptoms: $message Desired result: Current workaround: Related Applications: Experience Level: Time estimate: Response time needed: "; $final_priority = $priority; if ($due_or_not eq "yes") { $date_due = &compute_due_date($month, $day); } else { $date_due = ""; } $date_created = time; $owner = ""; $category = ""; $serial_num=&add_request($queue_id, $category, $from, $alias, $owner, $subject, $final_priority, $priority, $status, $date_created, $date_told, $date_due, $current_user); $transaction_num=&add_transaction($serial_num, $from, 'create','', $message, time, 1, $current_user); print <Your request has been sent and assigned a serial number of $serial_num.

Click here to view the request queue. EOF exit 0; sub error_out { my $message = shift @_; my $subject = shift @_; my $from = shift @_; my $error; if ($from eq "") { $error = "from"; } elsif ($subject eq "") { $error = "subject"; } else { $error = "message"; } print "

The $error field has been left blank

Please go back and make sure this field is filled out

"; print ""; exit 0; } From egoodwin at unimatrix.com Wed May 3 10:42:46 2000 From: egoodwin at unimatrix.com (R. Eriks Goodwin) Date: Wed, 03 May 2000 10:42:46 -0400 Subject: [rt-users] External Authentication and Users Message-ID: <39103AE6.22E6A9E8@unimatrix.com> Want to REALLY make my life wonderful? :-) How about integrating RT to utilize Lotus Domino user lists and group lists? Maybe even a Domino interface for the database in general? Any thoughts on this? Once my own staff gets up to speed on Domino Designer, we plan to work on this ourselves if there's nothing from the general user base... --Eriks -- R. Eriks Goodwin, CEO UniMatrix International Corporation 2101 East Main Street, Suite 900 Richmond, Virginia 23223-7050, U.S.A. Tel: 804-780-0590 Fax: 804-780-0591 Computers * Web Sites * SDSL, T-1, T-3, DS-3 http://www.unimatrix.com From tobiasb at tobiasb.funcom.com Wed May 3 11:10:45 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 17:10:45 +0200 (MET DST) Subject: [rt-users] External Authentication and Users In-Reply-To: <39103AE6.22E6A9E8@unimatrix.com> Message-ID: > Want to REALLY make my life wonderful? :-) How about integrating RT to > utilize Lotus Domino user lists and group lists? Lotus Domino? I don't even like the name. :-) We have to figure out a general interface for fetching user information (as I see it, we will only need three things in RT; login/nick, real name and email(s)) and authenticating a user towards an external system. From that point somebody (you, for instance) might make an effort linking this towards Lotus Domino. -- Tobias Brox aka TobiX +47 22 925 871 From jesse at fsck.com Wed May 3 11:13:45 2000 From: jesse at fsck.com (Jesse) Date: Wed, 3 May 2000 11:13:45 -0400 Subject: [rt-users] External Authentication and Users In-Reply-To: ; from tobiasb@tobiasb.funcom.com on Wed, May 03, 2000 at 05:10:45PM +0200 References: <39103AE6.22E6A9E8@unimatrix.com> Message-ID: <20000503111345.H534@pallas.fsck.com> On Wed, May 03, 2000 at 05:10:45PM +0200, Tobias Brox wrote: > > Want to REALLY make my life wonderful? :-) How about integrating RT to > > utilize Lotus Domino user lists and group lists? > > Lotus Domino? I don't even like the name. :-) > > We have to figure out a general interface for fetching user information > (as I see it, we will only need three things in RT; login/nick, real name > and email(s)) and authenticating a user towards an external system. From > that point somebody (you, for instance) might make an effort linking this > towards Lotus Domino. > What I'm likely to do _AFTER_ 2.0 is to build a system allowing you to designate an "external auth" perl module with a well defined API and a per-user flag denoting whether to use this API. Then you can build whatever authentication system you want. jesse > -- > Tobias Brox > aka TobiX > +47 22 925 871 > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Pelcgb-serrqbz abj! From tobiasb at tobiasb.funcom.com Wed May 3 10:46:38 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 16:46:38 +0200 (MET DST) Subject: [rt-users] escape certain mail-adresses vom autoreply. In-Reply-To: Message-ID: > no, what i ment is to intergrate a domain/mailname list-file in rt. > which should escape the autoreply. > (maby a file with regex syntax which can easily eval'd by perl) (...) > PS: this is a feature request;) I've suggested how to hack it into 1.0. For 2.0, it will be easy to make such site specific additions (through the Scrips system :). Anyway, to me this sounds like an obscure thing to do. One exception; if you're experiencing problems with autoreplies bouncing. We do set a "Precedence:" header in the outgoing mail, and we respect such a header in the incoming mail. "Precedence" is unfortunately not a part of RFC822, but it is the de-facto way to avoid such loops, and it is recommended by the bat book as well as in the .vacation manual. Maybe we should add some "only send 1 autoreply a week to each unique email address" logic a la in the vacation program, that would make sense. I can't really understand why "block autoreply to certain addresses" might make sense. -- Tobias Brox aka TobiX +47 22 925 871 From egoodwin at unimatrix.com Wed May 3 11:17:07 2000 From: egoodwin at unimatrix.com (R. Eriks Goodwin) Date: Wed, 03 May 2000 11:17:07 -0400 Subject: [rt-users] Quick and Simple... Message-ID: <391042F2.52997EEC@unimatrix.com> Which file or place do I edit in order to change the footer on RT's outgoing mail resulting from replies or ownership changes? --Eriks -- R. Eriks Goodwin, CEO UniMatrix International Corporation 2101 East Main Street, Suite 900 Richmond, Virginia 23223-7050, U.S.A. Tel: 804-780-0590 Fax: 804-780-0591 Computers * Web Sites * SDSL, T-1, T-3, DS-3 http://www.unimatrix.com From erikw at soltec.com Wed May 3 11:38:02 2000 From: erikw at soltec.com (Erik Wolf) Date: Wed, 3 May 2000 10:38:02 -0500 (CDT) Subject: [rt-users] escape certain mail-adresses vom autoreply. In-Reply-To: Message-ID: On Wed, 3 May 2000, Tobias Brox wrote: > I can't really understand why "block autoreply to certain addresses" might > make sense. > At a place i used to work that used RT, certain higher-ups in the company who generated large numbers of requests didn't want to be bothered with auto-replys cluttering their mailboxes (that was the reason they gave me). -- e From tobiasb at tobiasb.funcom.com Wed May 3 11:40:25 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 17:40:25 +0200 (MET DST) Subject: [rt-users] Quick and Simple... In-Reply-To: <391042F2.52997EEC@unimatrix.com> Message-ID: > Which file or place do I edit in order to change the footer on RT's > outgoing mail resulting from replies or ownership changes? Check etc/templates/queues// From rwest at wesmo.com Wed May 3 11:42:22 2000 From: rwest at wesmo.com (Rich West) Date: Wed, 03 May 2000 11:42:22 -0400 Subject: [rt-users] escape certain mail-adresses vom autoreply. References: Message-ID: <391048DE.7284B04B@wesmo.com> > At a place i used to work that used RT, certain higher-ups in the company > who generated large numbers of requests didn't want to be bothered with > auto-replys cluttering their mailboxes (that was the reason they gave me). At that point, wouldn't be up to the individual user to use the mail filtering capabilities of their mail reader to dump the auto-replies directly into their equivalent of /dev/null? -Rich -- Rich West mailto:rwest at wesmo.com Wesmo Computer Services http://www.wesmo.com Get your name out there! Register your domain for _ONLY_ $14.95/yr! Visit http://www.wesmo.com for details! From egoodwin at unimatrix.com Wed May 3 11:37:26 2000 From: egoodwin at unimatrix.com (R. Eriks Goodwin) Date: Wed, 03 May 2000 11:37:26 -0400 Subject: [rt-users] Reply page... Message-ID: <391047B6.6A1C0E8@unimatrix.com> How about adding the ability to switch which queue a request is in when replying to a ticket? --Eriks -- R. Eriks Goodwin, CEO UniMatrix International Corporation 2101 East Main Street, Suite 900 Richmond, Virginia 23223-7050, U.S.A. Tel: 804-780-0590 Fax: 804-780-0591 Computers * Web Sites * SDSL, T-1, T-3, DS-3 http://www.unimatrix.com From stephenl at examen.com Wed May 3 11:52:33 2000 From: stephenl at examen.com (Stephen J. Lawrence Jr.) Date: Wed, 03 May 2000 08:52:33 -0700 Subject: [rt-users] Seperate Queues Message-ID: <39104B41.E4200F69@examen.com> Hello, I was wanting to make a suggestion, although it appears that v2 is well under way. Another web based helpdesk package I used allowed you to set up seperate "Projects". This would allow different departments to have their own databases and their own queue listings, etc.. It also allowed each user to have his/her own preferences for viewing the queue. This would be a big help, since the queue view has certain defaults that many users would like to have different. -- Thanks, Stephen Lawrence -Support Technician & Webmaster -Examen, Inc. -stephenl at examen.com -916-921-4300 ext. 703 From tobiasb at tobiasb.funcom.com Wed May 3 11:57:33 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 17:57:33 +0200 (MET DST) Subject: [rt-users] escape certain mail-adresses vom autoreply. In-Reply-To: Message-ID: > At a place i used to work that used RT, certain higher-ups in the company > who generated large numbers of requests didn't want to be bothered with > auto-replys cluttering their mailboxes (that was the reason they gave me). "large number of auto-replies cluttering up the mailboxes" seems to be the real problem. Don't you think this will be solved if we add in some logic ala "don't send more than one autoreply to each email address" or "don't send more than one autoreply a week to each unique mail address"? Actually, I think that it makes sense implementing the system above, actually I think I will do it right away for RT2 ... Anyway, the hack I described in an earlier mail should be enough for you right now and here, shouldn't it? -- Tobias Brox aka TobiX +47 22 925 871 From tobiasb at tobiasb.funcom.com Wed May 3 12:00:43 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 18:00:43 +0200 (MET DST) Subject: [rt-users] Quick and Simple... In-Reply-To: Message-ID: > > Which file or place do I edit in order to change the footer on RT's > > outgoing mail resulting from replies or ownership changes? > > Check etc/templates/queues// Oh, maybe you mean this footer: -------------------------------------------- Managed by Request Tracker I'll leave it as an excersise for you to find that line in the RT package and replace it with whatever you want ;) -- Tobias Brox aka TobiX +47 22 925 871 From tobiasb at tobiasb.funcom.com Wed May 3 12:03:18 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 18:03:18 +0200 (MET DST) Subject: [rt-users] Reply page... In-Reply-To: <391047B6.6A1C0E8@unimatrix.com> Message-ID: > How about adding the ability to switch which queue a request is in when > replying to a ticket? Will be fixed in 2.0. You might eventually try to hack lib/rt/ui/web/* if you need it immediately. -- Tobias Brox aka TobiX +47 22 925 871 From jesse at fsck.com Wed May 3 12:05:31 2000 From: jesse at fsck.com (Jesse) Date: Wed, 3 May 2000 12:05:31 -0400 Subject: [rt-users] Reply page... In-Reply-To: ; from tobiasb@tobiasb.funcom.com on Wed, May 03, 2000 at 06:03:18PM +0200 References: <391047B6.6A1C0E8@unimatrix.com> Message-ID: <20000503120531.J534@pallas.fsck.com> Can be done today using the email interfaces. On Wed, May 03, 2000 at 06:03:18PM +0200, Tobias Brox wrote: > > How about adding the ability to switch which queue a request is in when > > replying to a ticket? > > Will be fixed in 2.0. You might eventually try to hack lib/rt/ui/web/* if > you need it immediately. > > -- > Tobias Brox > aka TobiX > +47 22 925 871 > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- 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 rmillis at enel.ucalgary.ca Wed May 3 12:08:50 2000 From: rmillis at enel.ucalgary.ca (Randy Millis) Date: Wed, 03 May 2000 10:08:50 -0600 Subject: [rt-users] Re: End User Access to RT References: <38FC9AA4.262DC6C0@enel.ucalgary.ca> Message-ID: <39104F12.81FE16E0@enel.ucalgary.ca> Randy Millis wrote: I take it the answers to my questions are no???:-) > It there a way to allow individual users access to RT so they can only > to view their tickets but no one else's? > > Can I permit them only to perform certain functions such as being able > to create a request, but not be able to assign it to anyone? > > Is there an easy way to create user account in bulk from my password > file and keep the password in sync with my NIS server? -- Randy Millis Programmer Analyst Electrical and Computer Engineering University of Calgary 2500 University Dr. N.W. Calgary, Alberta Canada T2N 1N4 Tel: 403-220-4864 Fax: 403-282-6855 rmillis at enel.ucalgary.ca http://www.enel.ucalgary.ca/ From tobiasb at tobiasb.funcom.com Wed May 3 12:14:10 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 18:14:10 +0200 (MET DST) Subject: [rt-users] Seperate Queues In-Reply-To: <39104B41.E4200F69@examen.com> Message-ID: > Hello, I was wanting to make a suggestion, although it appears that v2 > is well under way. Another web based helpdesk package I used allowed you > to set up seperate "Projects". ...hmmm....are you thinking on having a 1:n relationship between Projects and queues, and then grant access to a project rather than to queues? I think the thought of having hierarchical queues have occured to me once, but we have no plans of implementing this. Maybe the suggestion about Grouping people, and then beeing able to remove/add rights to all members of a Group at once might help? I think it will be pretty simple to add this feature, so it will definitively come - but probably after 2.0. > This would allow different departments to > have their own databases and their own queue listings, etc.. Maybe what you really want is to have separate instances of RT? It's not likely to be fully implemented before after 2.0, but we do have plans to allow different RT instances to "speak" with each other. > It also > allowed each user to have his/her own preferences for viewing the queue. For 1.0 I've always recommended bookmarks (or a page with links) for this purpose. We did have plans about having an advanced system in 2.0, but I guess it will be postponed until a later release. -- Tobias Brox aka TobiX +47 22 925 871 From tobiasb at tobiasb.funcom.com Wed May 3 12:33:39 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 18:33:39 +0200 (MET DST) Subject: [rt-users] Re: End User Access to RT In-Reply-To: <39104F12.81FE16E0@enel.ucalgary.ca> Message-ID: > I take it the answers to my questions are no???:-) (...) > > It there a way to allow individual users access to RT so they can only > > to view their tickets but no one else's? It will be possible in RT2 to let requestors get access to their own tickets. We haven't thought of one-time-authentification-schemes yet, but it will be easy to implement. -- Tobias Brox aka TobiX +47 22 925 871 From stephenl at examen.com Wed May 3 12:32:15 2000 From: stephenl at examen.com (Stephen J. Lawrence Jr.) Date: Wed, 03 May 2000 09:32:15 -0700 Subject: [rt-users] Perl DBI? Message-ID: <3910548F.BA3E32F2@examen.com> I thought I read somewhere that you were switching to Perl/DBI for the database integration in V2? I hope so, I have some experience with DBI and feel more comfortable hacking around in perl and DBI. I think that Linux/Perl DBI/MySQL/Apache makes a killer combination for web services, and these are beginning to show up in help wanted ads (My true test of popularity). -- Thanks, Stephen Lawrence -Support Technician & Webmaster -Examen, Inc. -stephenl at examen.com -916-921-4300 ext. 703 From feargal at thecia.ie Wed May 3 12:44:36 2000 From: feargal at thecia.ie (Feargal Reilly) Date: Wed, 3 May 2000 16:44:36 +0000 Subject: [rt-users] web interface References: Message-ID: <00050316454100.29722@portia.office.thecia.ie> Yeah, Use expect to run a cli session. I have a working script that does that, e-mail me for a copy. -Feargal. Feargal Reilly, Systems Administrator, The Communications Interactive Agency. Phone: +353-86-8157621 On Wed, 03 May 2000, Paul Reilly wrote: > Hi all, > > Has anyone got any pointers to settings up a web submission interface to > RT? You know, so that users can fill in a problem request through a form? > I could get it to email the form contents to RT, but perhaps I can submit > the form contents to RT some other way through cgi? > > Paul > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- From ericg at cats.ucsc.edu Wed May 3 12:33:47 2000 From: ericg at cats.ucsc.edu (Eric Goodman) Date: Wed, 3 May 2000 09:33:47 -0700 Subject: [rt-users] Feature Requests (general) In-Reply-To: <39104F12.81FE16E0@enel.ucalgary.ca> References: <38FC9AA4.262DC6C0@enel.ucalgary.ca> <39104F12.81FE16E0@enel.ucalgary.ca> Message-ID: Jesse and Tobias, Given the number of feature requests (and apparent feature request acceptances) that have come over the list, I wanted to make a general comment. While I'm just as feature happy as the next guy, it's more important to me to have a stable product than a feature-rich product. I appreciate the flexibility you two are showing in responding to these requests (and I like the idea of allowing feature expansion through Perl externals that we write ourselves). At the same time, if I want a totally feature-rich, custom-configurable product, I should probably just go and buy something like Remedy(tm). Point being, what you have is great, and the features you are looking to add sound great also, but don't feel like you need to add all of those features for a 2.0 version to be a success. --- Eric -- Eric Goodman | "The opinions expressed by Eric do not Workstation Support Group | represent the opinions of anyone who UC Santa Cruz | matters." ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" From rwest at wesmo.com Wed May 3 12:49:34 2000 From: rwest at wesmo.com (Rich West) Date: Wed, 03 May 2000 12:49:34 -0400 Subject: [rt-users] Feature Requests (general) References: <38FC9AA4.262DC6C0@enel.ucalgary.ca> <39104F12.81FE16E0@enel.ucalgary.ca> Message-ID: <3910589E.2F479EDA@wesmo.com> (Off topic, but I couldn't refrain despite better judgement. :) > At the same time, if I want a totally feature-rich, custom-configurable > product, I should > probably just go and buy something like Remedy(tm). Good gawd! Please tell me you are kidding.. :-) I just *had* to say something since I have had some rather awful experiences with Remedy. :) -Rich -- Rich West mailto:rwest at wesmo.com Wesmo Computer Services http://www.wesmo.com Get your name out there! Register your domain for _ONLY_ $14.95/yr! Visit http://www.wesmo.com for details! From rmillis at enel.ucalgary.ca Wed May 3 12:51:46 2000 From: rmillis at enel.ucalgary.ca (Randy Millis) Date: Wed, 03 May 2000 10:51:46 -0600 Subject: [rt-users] Feature Requests (general) References: <38FC9AA4.262DC6C0@enel.ucalgary.ca> <39104F12.81FE16E0@enel.ucalgary.ca> Message-ID: <39105922.6B74067D@enel.ucalgary.ca> Eric Goodman wrote: > . . . important to me to have a stable product than a feature-rich > product. > > . . . but don't feel like you need to add all of > those features for a 2.0 version to be a success. I agree! The package is nice and lean and works well in v1.0.2 even! Its better than help desk tools I have used in some big companies in my 4+ years working help desk. Personally I like it better than Remedy too.:-) From tobiasb at tobiasb.funcom.com Wed May 3 12:52:54 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 18:52:54 +0200 (MET DST) Subject: [rt-users] Perl DBI? In-Reply-To: <3910548F.BA3E32F2@examen.com> Message-ID: > I thought I read somewhere that you were switching to Perl/DBI for the database > integration in V2? Absolutely. > I think that Linux/Perl DBI/MySQL/Apache makes a killer combination for > web services, and these are beginning to show up in help wanted ads (My > true test of popularity). Don't forget ModPerl. We're optimizing RT2 for Apache/ModPerl and MySQL, but it will be fairly easy to port it to other systems. For instance, I'm not using ModPerl myself. -- Tobias Brox aka TobiX +47 22 925 871 From egoodwin at unimatrix.com Wed May 3 12:50:10 2000 From: egoodwin at unimatrix.com (R. Eriks Goodwin) Date: Wed, 03 May 2000 12:50:10 -0400 Subject: [rt-users] Delayed requests? Message-ID: <391058C1.A3DD7EB5@unimatrix.com> How about making it possible to enter a request that does not become active until a dat set when the request is made? For example, a customer wants a new PC, but not until the end of the month (new billing cycle)--but knows that is he does not make the request while he thinks of it, he will forget when the time he wanted it rolls around. Thanks, Eriks -- R. Eriks Goodwin, CEO UniMatrix International Corporation 2101 East Main Street, Suite 900 Richmond, Virginia 23223-7050, U.S.A. Tel: 804-780-0590 Fax: 804-780-0591 Computers * Web Sites * SDSL, T-1, T-3, DS-3 http://www.unimatrix.com From rcgraves at brandeis.edu Wed May 3 12:57:51 2000 From: rcgraves at brandeis.edu (Rich Graves) Date: Wed, 3 May 2000 12:57:51 -0400 (EDT) Subject: [rt-users] External Authentication and Users In-Reply-To: <39103AE6.22E6A9E8@unimatrix.com> Message-ID: On Wed, 3 May 2000, R. Eriks Goodwin wrote: > Want to REALLY make my life wonderful? :-) How about integrating RT to > utilize Lotus Domino user lists and group lists? Maybe even a Domino > interface for the database in general? Any thoughts on this? Can Domino expose information via LDAP? I made some quick hacks to the adduser bits to autofill the full name and phone fields with Net::LDAP, maybe you can do something similar. This is far from real directory integration but it saved me a lot of typing. -- Rich Graves UNet Systems Administrator --- lib/rt/ui/web/admin.pm.orig Tue Apr 4 21:08:44 2000 +++ lib/rt/ui/web/admin.pm Tue Apr 4 22:24:16 2000 @@ -239,6 +239,25 @@ if (!&rt::is_a_user($user_id)) { &page_head("Create a new user called $user_id"); + $rt::users{$user_id}{email} = "$user_id\@brandeis.edu"; + use Net::LDAP; + my $ldap = new Net::LDAP ("ldap.unet.brandeis.edu"); + $ldap->bind + || do { print "Couldn't bind to LDAP, try later."; return; }; + + my $mesg = $ldap->search( + base => "ou=People,o=Brandeis University", + filter => "(mailacceptinggeneralid=$user_id)", + scope => 1, + ); + $mesg->code && do { print "LDAP problem: " . $mesg->error; return; }; + my ($entry) = $mesg->entry || do { print "LDAP: no such user?"; return; }; + ($rt::users{$user_id}{real_name}) = $entry->get("cn"); + ($rt::users{$user_id}{office}) = $entry->get("phonebuilding"); + my ($office) = $entry->get("phoneoffice"); + $rt::users{$user_id}{office} .= " $office"; + ($rt::users{$user_id}{phone}) = $entry->get("telephonenumber"); + $ldap->unbind; } elsif ($user_id eq $current_user){ &page_head("Modify your own attributes"); @@ -285,14 +304,6 @@ -password: - - -(leave blank unless you want to change) - - - - phone: @@ -578,7 +589,7 @@

-Restart | Logout +Restart | Logout
From egoodwin at unimatrix.com Wed May 3 12:54:28 2000 From: egoodwin at unimatrix.com (R. Eriks Goodwin) Date: Wed, 03 May 2000 12:54:28 -0400 Subject: [rt-users] External Authentication and Users] Message-ID: <391059C4.C87E04E9@unimatrix.com> Yes, Domino can do most anything and LDAP is definitely one of those things. *How* to do it is unknown to me at the moment, but I am positive about Domino's support of LDAP, MAPI and all sorts of other interchange formats. --Eriks -------- Original Message -------- Subject: Re: [rt-users] External Authentication and Users Date: Wed, 3 May 2000 12:57:51 -0400 (EDT) From: Rich Graves To: RT List On Wed, 3 May 2000, R. Eriks Goodwin wrote: > Want to REALLY make my life wonderful? :-) How about integrating RT to > utilize Lotus Domino user lists and group lists? Maybe even a Domino > interface for the database in general? Any thoughts on this? Can Domino expose information via LDAP? I made some quick hacks to the adduser bits to autofill the full name and phone fields with Net::LDAP, maybe you can do something similar. This is far from real directory integration but it saved me a lot of typing. -- Rich Graves UNet Systems Administrator --- lib/rt/ui/web/admin.pm.orig Tue Apr 4 21:08:44 2000 +++ lib/rt/ui/web/admin.pm Tue Apr 4 22:24:16 2000 @@ -239,6 +239,25 @@ if (!&rt::is_a_user($user_id)) { &page_head("Create a new user called $user_id"); + $rt::users{$user_id}{email} = "$user_id\@brandeis.edu"; + use Net::LDAP; + my $ldap = new Net::LDAP ("ldap.unet.brandeis.edu"); + $ldap->bind + || do { print "Couldn't bind to LDAP, try later."; return; }; + + my $mesg = $ldap->search( + base => "ou=People,o=Brandeis University", + filter => "(mailacceptinggeneralid=$user_id)", + scope => 1, + ); + $mesg->code && do { print "LDAP problem: " . $mesg->error; return; }; + my ($entry) = $mesg->entry || do { print "LDAP: no such user?"; return; }; + ($rt::users{$user_id}{real_name}) = $entry->get("cn"); + ($rt::users{$user_id}{office}) = $entry->get("phonebuilding"); + my ($office) = $entry->get("phoneoffice"); + $rt::users{$user_id}{office} .= " $office"; + ($rt::users{$user_id}{phone}) = $entry->get("telephonenumber"); + $ldap->unbind; } elsif ($user_id eq $current_user){ &page_head("Modify your own attributes"); @@ -285,14 +304,6 @@ -password: - - -(leave blank unless you want to change) - - - - phone: @@ -578,7 +589,7 @@
-Restart | Logout +Restart | Logout
_______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From rotman at inode.at Wed May 3 12:49:58 2000 From: rotman at inode.at (robert rotman) Date: Wed, 3 May 2000 18:49:58 +0200 (CEST) Subject: [rt-users] escape certain mail-adresses vom autoreply. In-Reply-To: Message-ID: On Wed, 3 May 2000, Tobias Brox wrote: > > no, what i ment is to intergrate a domain/mailname list-file in rt. > > which should escape the autoreply. > > (maby a file with regex syntax which can easily eval'd by perl) > (...) > > PS: this is a feature request;) > > I've suggested how to hack it into 1.0. For 2.0, it will be easy to make > such site specific additions (through the Scrips system :). Anyway, to me > this sounds like an obscure thing to do. > > One exception; if you're experiencing problems with autoreplies bouncing. > We do set a "Precedence:" header in the outgoing mail, and we respect such > a header in the incoming mail. "Precedence" is unfortunately not a part > of RFC822, but it is the de-facto way to avoid such loops, and it is > recommended by the bat book as well as in the .vacation manual. > > Maybe we should add some "only send 1 autoreply a week to each unique > email address" logic a la in the vacation program, that would make sense. > I can't really understand why "block autoreply to certain addresses" might > make sense. > 1. to escape customers which do not want to get the reply mail. 2. to avoid maillooping where "Precedence:" fails... This happens quite often for me:( I'll save the header next time too see if the "Precedence:" is in the header. (does rt check the Precedence-Header?) robert From tobiasb at tobiasb.funcom.com Wed May 3 13:03:26 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 19:03:26 +0200 (MET DST) Subject: [rt-users] Feature Requests (general) In-Reply-To: Message-ID: > the features you are looking > to add sound great also, but don't feel like you need to add all of > those features for a 2.0 version to be a success. Yeah, I agree to this - there might be that we have to postpone quite some of those things until after 2.0 (I guess I have said "will be easy to add" for many of the features, haven't I? That means they will come in some post-2.0 version if and only if somebody actually implement those features :) Anyway, quite some of the features the general public wants are really essensial. I do by all means priority the features that is essensial for my employer, and I am afraid that I occasionally have promised a bit more than what we can keep. -- Tobias Brox aka TobiX +47 22 925 871 From jesse at fsck.com Wed May 3 13:06:27 2000 From: jesse at fsck.com (Jesse) Date: Wed, 3 May 2000 13:06:27 -0400 Subject: [rt-users] Delayed requests? In-Reply-To: <391058C1.A3DD7EB5@unimatrix.com>; from egoodwin@unimatrix.com on Wed, May 03, 2000 at 12:50:10PM -0400 References: <391058C1.A3DD7EB5@unimatrix.com> Message-ID: <20000503130627.K534@pallas.fsck.com> Probably won't happen anytime soon. You may want to look at an external tool to do delayed submits. On Wed, May 03, 2000 at 12:50:10PM -0400, R. Eriks Goodwin wrote: > How about making it possible to enter a request that does not become > active until a dat set when the request is made? For example, a > customer wants a new PC, but not until the end of the month (new billing > cycle)--but knows that is he does not make the request while he thinks > of it, he will forget when the time he wanted it rolls around. > > Thanks, > Eriks > > -- > R. Eriks Goodwin, CEO > UniMatrix International Corporation > 2101 East Main Street, Suite 900 > Richmond, Virginia 23223-7050, U.S.A. > Tel: 804-780-0590 Fax: 804-780-0591 > > Computers * Web Sites * SDSL, T-1, T-3, DS-3 > > http://www.unimatrix.com > > > > > _______________________________________________ > 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 tobiasb at tobiasb.funcom.com Wed May 3 13:10:55 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 19:10:55 +0200 (MET DST) Subject: [rt-users] Feature Requests (general) In-Reply-To: <3910589E.2F479EDA@wesmo.com> Message-ID: > > At the same time, if I want a totally feature-rich, custom-configurable > > product, I should > > probably just go and buy something like Remedy(tm). > > Good gawd! Please tell me you are kidding.. > > :-) I just *had* to say something since I have had some rather awful > experiences with Remedy. :) Oh ... I thought "buying Remedy" just ment something like quitting the job and becoming a fulltime heroin addict or something similar :) -- Tobias Brox aka TobiX +47 22 925 871 From tobiasb at tobiasb.funcom.com Wed May 3 13:12:52 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 3 May 2000 19:12:52 +0200 (MET DST) Subject: [rt-users] Delayed requests? In-Reply-To: <391058C1.A3DD7EB5@unimatrix.com> Message-ID: > How about making it possible to enter a request that does not become > active until a dat set when the request is made? For example, a > customer wants a new PC, but not until the end of the month (new billing > cycle)--but knows that is he does not make the request while he thinks > of it, he will forget when the time he wanted it rolls around. I've thought of it. You might want to look at at(1). :) Another suggestion is to set the due date, give it a very low priority and let deborah's escalation system deal with it. -- Tobias Brox aka TobiX +47 22 925 871 From jesse at fsck.com Wed May 3 13:17:43 2000 From: jesse at fsck.com (Jesse) Date: Wed, 3 May 2000 13:17:43 -0400 Subject: [rt-users] Feature Requests (general) In-Reply-To: ; from ericg@cats.ucsc.edu on Wed, May 03, 2000 at 09:33:47AM -0700 References: <38FC9AA4.262DC6C0@enel.ucalgary.ca> <39104F12.81FE16E0@enel.ucalgary.ca> Message-ID: <20000503131743.L534@pallas.fsck.com> To be clear, Stability is significantly more important to me than feature-richness. RT 2.0 will _not_ have significantly more bells and whistles than 1.0. What it will have is a much cleaner architecture and a significantly improved code base. Most, if not all, of the feature suggestions I've made approving noises about are things that are in consideration for versions after 2.0. Jesse On Wed, May 03, 2000 at 09:33:47AM -0700, Eric Goodman wrote: > > > Jesse and Tobias, > > Given the number of feature requests (and apparent feature request > acceptances) that have come over the list, I wanted to make a general > comment. While I'm just as feature happy as the next guy, it's more > important to me to have a stable product than a feature-rich product. > > I appreciate the flexibility you two are showing in responding to > these requests (and I like the idea of allowing feature expansion > through Perl externals that we write ourselves). At the same time, if > I want a totally feature-rich, custom-configurable product, I should > probably just go and buy something like Remedy(tm). > > Point being, what you have is great, and the features you are looking > to add sound great also, but don't feel like you need to add all of > those features for a 2.0 version to be a success. > > --- Eric > > -- > Eric Goodman | "The opinions expressed by Eric do not > Workstation Support Group | represent the opinions of anyone who > UC Santa Cruz | matters." > ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" > > > _______________________________________________ > 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 stephenl at examen.com Wed May 3 14:24:25 2000 From: stephenl at examen.com (Stephen J. Lawrence Jr.) Date: Wed, 03 May 2000 11:24:25 -0700 Subject: [rt-users] External Authentication and Users References: Message-ID: <39106ED8.BE9FF8CA@examen.com> I tried to implement this script but when I click create new user, the browser just keeps trying to load something and sits there. I changed the values to match what I the values I use to configure netscape communicator for our ldap. Is this the complete listing of code changes? Rich Graves wrote: > On Wed, 3 May 2000, R. Eriks Goodwin wrote: > > > Want to REALLY make my life wonderful? :-) How about integrating RT to > > utilize Lotus Domino user lists and group lists? Maybe even a Domino > > interface for the database in general? Any thoughts on this? > > Can Domino expose information via LDAP? I made some quick hacks to the > adduser bits to autofill the full name and phone fields with Net::LDAP, > maybe you can do something similar. This is far from real directory > integration but it saved me a lot of typing. > -- > Rich Graves > UNet Systems Administrator -- Thanks, Stephen Lawrence -Support Technician & Webmaster -Examen, Inc. -stephenl at examen.com -916-921-4300 ext. 703 From egoodwin at unimatrix.com Wed May 3 15:12:10 2000 From: egoodwin at unimatrix.com (R. Eriks Goodwin) Date: Wed, 03 May 2000 15:12:10 -0400 Subject: [rt-users] Area sorting... Message-ID: <39107A0A.6A68EE1B@unimatrix.com> Will I be able to filter the queue according to areas in the future? --Eriks -- R. Eriks Goodwin, CEO UniMatrix International Corporation 2101 East Main Street, Suite 900 Richmond, Virginia 23223-7050, U.S.A. Tel: 804-780-0590 Fax: 804-780-0591 Computers * Web Sites * SDSL, T-1, T-3, DS-3 http://www.unimatrix.com From charlieb at aurema.com Wed May 3 18:59:06 2000 From: charlieb at aurema.com (Charlie Brady) Date: Thu, 4 May 2000 08:59:06 +1000 (EST) Subject: [rt-users] web interface In-Reply-To: Message-ID: On Wed, 3 May 2000, Paul Reilly wrote: > Has anyone got any pointers to settings up a web submission interface to > RT? You know, so that users can fill in a problem request through a form? RT already comes with a form interface. You can get directly to new problem entry via: http://...../rt/webrt.cgi?queue_id=blah&display=Create_Step2 > I could get it to email the form contents to RT, but perhaps I can submit > the form contents to RT some other way through cgi? Indeed you can. 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 feargal at thecia.ie Wed May 3 18:55:43 2000 From: feargal at thecia.ie (Feargal Reilly) Date: Wed, 3 May 2000 22:55:43 +0000 Subject: [rt-users] Feature Requests (general) References: <20000503131743.L534@pallas.fsck.com> Message-ID: <00050400033801.29722@portia.office.thecia.ie> Often so many bells and whistles are added to software, that when you shake it, it breaks. I would expect that the RT development plans run along this lines... v1: Get the damn thing running... v1+: Fix what's broken. v2: Get the damn thing running cleanly... v2+: Fix what's broken when it really shouldn't be broken. v3: Implement all those annoying feature requests I keep getting. v3+: Fix what I just broke. Assuming the version 2 will be cleanly implemented and structured, then *most* of the little features will be very easy to implement. About the only feature I'd care to see included in version 2.0 is loose subject matching, and slightly better configuration options for queues - Maybe I'm missing something, but I don't think it's possible at present for all queue members to be notified of a new request, but that once it's taken, only the owner receives correspondance. Even that second feature should be easy to implement once RT has been cleaned up. Anyway, that's my 2p. -Feargal. Feargal Reilly, Systems Administrator, The Communications Interactive Agency. Phone: +353-86-8157621 On Wed, 03 May 2000, Jesse wrote: > To be clear, > Stability is significantly more important to me than feature-richness. > RT 2.0 will _not_ have significantly more bells and whistles than 1.0. What it > will have is a much cleaner architecture and a significantly improved code base. > Most, if not all, of the feature suggestions I've made approving noises about > are things that are in consideration for versions after 2.0. > > > Jesse > > On Wed, May 03, 2000 at 09:33:47AM -0700, Eric Goodman wrote: > > > > > > Jesse and Tobias, > > > > Given the number of feature requests (and apparent feature request > > acceptances) that have come over the list, I wanted to make a general > > comment. While I'm just as feature happy as the next guy, it's more > > important to me to have a stable product than a feature-rich product. > > > > I appreciate the flexibility you two are showing in responding to > > these requests (and I like the idea of allowing feature expansion > > through Perl externals that we write ourselves). At the same time, if > > I want a totally feature-rich, custom-configurable product, I should > > probably just go and buy something like Remedy(tm). > > > > Point being, what you have is great, and the features you are looking > > to add sound great also, but don't feel like you need to add all of > > those features for a 2.0 version to be a success. > > > > --- Eric > > > > -- > > Eric Goodman | "The opinions expressed by Eric do not > > Workstation Support Group | represent the opinions of anyone who > > UC Santa Cruz | matters." > > ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" > > > > > > _______________________________________________ > > 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 > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- From tobiasb at tobiasb.funcom.com Thu May 4 03:55:29 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Thu, 4 May 2000 09:55:29 +0200 (MET DST) Subject: [rt-users] Area sorting... In-Reply-To: <39107A0A.6A68EE1B@unimatrix.com> Message-ID: > Will I be able to filter the queue according to areas in the future? I'm not sure, but I think Jesse already has implemented this. Anyway, I'd like to see Areas disappear some time in the future, when we have a working keyword system. -- Tobias Brox aka TobiX +47 22 925 871 From weigle at dkrz.de Thu May 4 04:25:22 2000 From: weigle at dkrz.de (Rainer Weigle) Date: Thu, 4 May 2000 10:25:22 +0200 Subject: [rt-users] mails are not recognized as comments Message-ID: <00050411221801.08840@rottnen> Hi everyone, I've got the following problem: If I send a mail to rt (1.0.3) as a reply to some transaction mail or the autoreply-mail from rt it depends on the mail tool I use, if this mail will be recognized as a comment. Examples: A mail sent with kmail (reply button) or elm will create a new request instead of a comment, while a mail send with netscape messenger or eudora (as reply to the same mail from rt) will create a comment. I' ve looked a the mail headers a little bit bit but can't figure out the the scheme. Any hints ?? Bye Rainer -- Rainer Weigle - MPI fuer Meteorologie weigle at dkrz.de 040 / 41173 - 373 From jesse at fsck.com Thu May 4 11:11:09 2000 From: jesse at fsck.com (Jesse) Date: Thu, 4 May 2000 11:11:09 -0400 Subject: [rt-users] Area sorting... In-Reply-To: ; from tobiasb@tobiasb.funcom.com on Thu, May 04, 2000 at 09:55:29AM +0200 References: <39107A0A.6A68EE1B@unimatrix.com> Message-ID: <20000504111109.D16241@pallas.fsck.com> *nod* There will be no areas in 2.0. In 2.x we'll have a real keyword system, which you will be able to filter the queue on. On Thu, May 04, 2000 at 09:55:29AM +0200, Tobias Brox wrote: > > Will I be able to filter the queue according to areas in the future? > > I'm not sure, but I think Jesse already has implemented this. Anyway, I'd > like to see Areas disappear some time in the future, when we have a > working keyword system. > > -- > Tobias Brox > aka TobiX > +47 22 925 871 > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- Transporters are so ungodly. if god had wanted us to travel great distances instantaneously, he would have given us an internal materialisation/dematerialisation control. -- Shoshe Cole From jesse at fsck.com Thu May 4 12:50:23 2000 From: jesse at fsck.com (Jesse) Date: Thu, 4 May 2000 12:50:23 -0400 Subject: [rt-users] mails are not recognized as comments In-Reply-To: <00050411221801.08840@rottnen>; from weigle@dkrz.de on Thu, May 04, 2000 at 10:25:22AM +0200 References: <00050411221801.08840@rottnen> Message-ID: <20000504125023.P16241@pallas.fsck.com> That doesn't sound right. Does kmail/elm change the subject line of the reply? On Thu, May 04, 2000 at 10:25:22AM +0200, Rainer Weigle wrote: > Hi everyone, > > I've got the following problem: > If I send a mail to rt (1.0.3) as a reply to some transaction mail or > the autoreply-mail from rt it depends on the mail tool I use, if this mail > will be recognized as a comment. > Examples: > A mail sent with kmail (reply button) or elm will create a new request instead > of a comment, while a mail send with netscape messenger or eudora (as reply > to the same mail from rt) will create a comment. > I' ve looked a the mail headers a little bit bit but can't figure out the > the scheme. > Any hints ?? > > Bye Rainer > > -- > Rainer Weigle - MPI fuer Meteorologie > weigle at dkrz.de > 040 / 41173 - 373 > > > > > _______________________________________________ > 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 dnb at ccs.neu.edu Thu May 4 23:05:20 2000 From: dnb at ccs.neu.edu (David N. Blank-Edelman) Date: 04 May 2000 23:05:20 -0400 Subject: [rt-users] RT Sightings: [Covad #116705] (Boston Dispatch) In-Reply-To: Jesse's message of "Thu, 27 Apr 2000 17:45:13 -0400" References: <20000427174513.N534@pallas.fsck.com> Message-ID: We're at 20897, but that's after importing our prior req queue (which was, literally, the mother of all other req queues). Peace, dNb From weigle at dkrz.de Fri May 5 03:23:29 2000 From: weigle at dkrz.de (Rainer Weigle) Date: Fri, 5 May 2000 09:23:29 +0200 Subject: [rt-users] mails are not recognized as comments In-Reply-To: <20000504125023.P16241@pallas.fsck.com> References: <00050411221801.08840@rottnen> <20000504125023.P16241@pallas.fsck.com> Message-ID: <00050509344501.11527@rottnen> On Thur, 04 Mai 2000 wrote Jesse: > That doesn't sound right. Does kmail/elm change the subject line of the > reply? No not as far as I can see. Her is am example of an elm e-mail header, which creatd an new request (it is taken from the web interface so ther are no colons): From anil at recoil.org Fri May 5 06:43:16 2000 From: anil at recoil.org (Anil Madhavapeddy) Date: Fri, 5 May 2000 11:43:16 +0100 Subject: [rt-users] Couple of RT questions Message-ID: Hi all, I've finished deploying RT-1 for my company sysadmins to organise themselves with, and it's been a resounding success ... thanks again to you guys for this product! A couple of questions I have: o There doesn't appear to be any command-line security (anyone who has access to execute the command can manipulate the queues). I tried chmod-ing the suid_wrapper to not allow global execution, but then the web-server fails to execute it. Would changing the group to the webserver's group and allow group execution be sufficient to secure this off, or is it vital that the commands to be executed by anyone? My mail daemon is exim, and so I am circumventing the suid_wrapper as suggested by the exim instructions in the contrib directory. I assume that the authentication is the responsibility of the UI, is that correct? o When using the web interface, I try to bookmark some locations (such as the direct ticket display, or a predefined queue view). However, if I try to access that before I authenticate, the authenticate screen comes up, but after authentication it reverts to the default queue view. Requesting the URL again after successful authentication results in the correct screen being displayed, but I'm wondering why it doesn't work directly ? Thanks, Anil From tobiasb at tobiasb.funcom.com Fri May 5 07:08:00 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Fri, 5 May 2000 13:08:00 +0200 (MET DST) Subject: [rt-users] Couple of RT questions In-Reply-To: Message-ID: > o There doesn't appear to be any command-line security (anyone > who has access to execute the command can manipulate the queues). The login name is taken as the RT userid. That means if you have a root user in RT with full access, and you run the CLI as root, you can do anything. It's not a nice thing to do, though, as the transactions will be recorded as done by "Enoch Root" or something similar. This makes sense, people should generally not do such things while logged in as root, and people who have root access to the box can, by theory and by definition, do anything (s)he likes with the box. If you actually execute rt as a user that shouldn't have access, and you get access, there is something seriously wrong somewhere. > I tried chmod-ing the suid_wrapper to not allow global execution, > but then the web-server fails to execute it. chmoding the suid_wrapper is not the right thing to do. > Would changing the group to the webserver's group and allow group > execution be sufficient to secure this off, or is it vital that > the commands to be executed by anyone? RT1 needs to read the password from the config file, and it needs to write and read stuff to the transaction dir. The config file should only be readable by rt, and the transaction dir should only be read/writeable for rt - so rt has to be run as the rt user. > I assume that the authentication is the responsibility of the UI, > is that correct? Yes. > o When using the web interface, I try to bookmark some locations > (such as the direct ticket display, or a predefined queue view). > However, if I try to access that before I authenticate, the > authenticate screen comes up, but after authentication it reverts > to the default queue view. Yikes. I thought we had fixed that ages ago. I guess it's not in the public version. -- Tobias Brox aka TobiX +47 22 925 871 From anil at recoil.org Fri May 5 07:28:57 2000 From: anil at recoil.org (Anil Madhavapeddy) Date: Fri, 5 May 2000 12:28:57 +0100 Subject: [rt-users] Couple of RT questions In-Reply-To: Message-ID: Tobias Brox wrote: > > > o There doesn't appear to be any command-line security (anyone > > who has access to execute the command can manipulate the queues). > > The login name is taken as the RT userid. That means if you have a root > user in RT with full access, and you run the CLI as root, you can do > anything. It's not a nice thing to do, though, as the transactions will > be recorded as done by "Enoch Root" or something similar. > > This makes sense, people should generally not do such things while logged > in as root, and people who have root access to the box can, by theory and > by definition, do anything (s)he likes with the box. If you actually > execute rt as a user that shouldn't have access, and you get access, there > is something seriously wrong somewhere. > Ahh, this makes sense now ... it was wierd, since some of my users have shells, and others don't, so we were getting very confusing results (esp. as some of the boxes we tested on had NIS activated, and others didn't) Still, now that I know this, it makes it easy to work with ... renamed all RT-accounts to the same as the shell ones where applicable and everything works well! > > I tried chmod-ing the suid_wrapper to not allow global execution, > > but then the web-server fails to execute it. > > chmoding the suid_wrapper is not the right thing to do. > I guessed :-) Things didn't take long to break once I did this ... > > > o When using the web interface, I try to bookmark some locations > > (such as the direct ticket display, or a predefined queue view). > > However, if I try to access that before I authenticate, the > > authenticate screen comes up, but after authentication it reverts > > to the default queue view. > > Yikes. I thought we had fixed that ages ago. I guess it's not in the > public version. > Would it be fixed in the RT-1 CVS branch? I took the public release, but can check it out if that fixes this problem ... otherwise I'll look for the fix in the RT-2 branch. Regards, Anil From tobiasb at tobiasb.funcom.com Fri May 5 07:49:01 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Fri, 5 May 2000 13:49:01 +0200 (MET DST) Subject: [rt-users] Couple of RT questions In-Reply-To: Message-ID: > Would it be fixed in the RT-1 CVS branch? Well, the logic is in lib/ui/web/auth.pm or somewhere thereabout. FunRT should point to a RT-1 branch where this is fixed. See if you can find something useful from the CVS log comments. > I took the public release, > but can check it out if that fixes this problem ... otherwise I'll look > for the fix in the RT-2 branch. The web interface in RT-2 is only working halfly, and I'm not quite sure about what have been done with authentication yet. The very most of the RT-2 codebase is also completely new. We just found RT-1 too messy to work with. -- Tobias Brox aka TobiX +47 22 925 871 From jesse at fsck.com Fri May 5 15:31:55 2000 From: jesse at fsck.com (Jesse) Date: Fri, 5 May 2000 15:31:55 -0400 Subject: [rt-users] Headsup! Mysql 3.23.x Instability (AKA: Keep Backups!) Message-ID: <20000505153155.Q16241@pallas.fsck.com> FWIW, fsck.com's Mysql instance suffered a crash last week. I lost about 10% of my each_req table. It's currently running an out of date version of mysql 3.23 (.3, if i remember correctly) As a hedge against a recurrence, I've turned on mysql's update logging by adding the "--log-update" flag to my mysql start script. This will capture all database changes in the event that I ever have to replay transactions. I've got a really rudimentary hack of rt-backup running to back up all my RT tables and transactions and config every night at 3 am. If you depend on RT for anything business critical, you should be doing mysql update logging and making regular backups. Jesse This script will do a passable job backing up a reasonably sized RT instance. It needs lots of work #!/bin/sh #originally by _____ # hacked up by jesse after a big mysql crash umask 0077 LOCKFILE=/opt/rt/save_rt.pid LOGFILE=/opt/rt/save_rt.log OUTPUT=/var/rt/rt_dump-`date +%y%m%d`.tgz TMPPATH=/tmp/ TERM=linux; export TERM if [ -r ${LOCKFILE} ]; then echo /opt/rt/save_rt.sh already running \(PID=`cat ${LOCKFILE}`\). kill -9 `cat ${LOCKFILE}` && \ rm ${LOCKFILE} || exit 1 fi echo $$>$LOCKFILE echo STARTING at `date` ----------->>$LOGFILE export PATH=/opt/mysql/bin:$PATH mysqldump -c -t rt>${TMPPATH}rt.$$.sqldump && \ mysqldump -d rt>${TMPPATH}rt.$$.sqlschema && \ mysqldump -c -t mysql>${TMPPATH}rt.$$.mysqldump && \ mysqldump -d mysql>${TMPPATH}rt.$$.mysqlschema && \ cd /opt && tar czf ${TMPPATH}rt.$$.tgz rt && \ cd ${TMPPATH} && \ tar czf $OUTPUT rt.$$.* && \ echo BACKUP DATA COLLECTED at `date` ----------->>$LOGFILE rm ${TMPPATH}rt.$$* rm $LOCKFILE ~ -- 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 May 5 17:40:15 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Fri, 5 May 2000 23:40:15 +0200 (MET DST) Subject: [rt-users] Headsup! Mysql 3.23.x Instability (AKA: Keep Backups!) In-Reply-To: <20000505153155.Q16241@pallas.fsck.com> Message-ID: > As a hedge against a recurrence, I've turned on mysql's update logging > by adding the "--log-update" flag to my mysql start script. This will capture > all database changes in the event that I ever have to replay transactions. Oh, yeah - that's generally a very good tip anyway. Ironically, I'm living together with some friends - one of them is a system administrator at a web hosting firm which use mysql extensively to everything. We started talking about backups, and I told him how nice the logging possibilities in mysql are, and particularly the update log, and told him that it was very important to have this one turned on for backup purposes. One week later he sat 24 hours in a row at his work fighting with a broken database. Of course he hadn't yet started that logging I suggested :) -- Tobias Brox aka TobiX +47 22 925 871 From anil at recoil.org Fri May 5 19:25:07 2000 From: anil at recoil.org (Anil Madhavapeddy) Date: Sat, 6 May 2000 00:25:07 +0100 Subject: [rt-users] Headsup! Mysql 3.23.x Instability (AKA: Keep Backups!) In-Reply-To: Message-ID: Tobias Brox wrote: > > As a hedge against a recurrence, I've turned on mysql's update logging > > by adding the "--log-update" flag to my mysql start script. > This will capture > > all database changes in the event that I ever have to replay > transactions. > > Oh, yeah - that's generally a very good tip anyway. Ironically, I'm > living together with some friends - one of them is a system administrator > at a web hosting firm which use mysql extensively to everything. We > started talking about backups, and I told him how nice the logging > possibilities in mysql are, and particularly the update log, and told him > that it was very important to have this one turned on for backup purposes. > At our work the CVS repositories are backed up rigorously, but other stuff like MySQL is sometimes given a lower priority (if they are on development servers for example). A neat trick is to put a mysqldump into CVS, and then CVS commit the updated MySQL dump bi-daily ... it diff's very well indeed since its all largely text, and you can pull out old copies of the database quite easily from the cvs at any time ... saves keeping old full dumps in backups as you can just backup the repository and have full history available at any time for recreation. Anil From tobiasb at tobiasb.funcom.com Fri May 5 19:43:27 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Sat, 6 May 2000 01:43:27 +0200 (MET DST) Subject: [rt-users] Headsup! Mysql 3.23.x Instability (AKA: Keep Backups!) In-Reply-To: Message-ID: > At our work the CVS repositories are backed up rigorously, but other > stuff like MySQL is sometimes given a lower priority (if they are > on development servers for example). IMO a good backup possibilities and a good roll-forward system (like the update-log) is some of the more significal advantages of using a DBMS. When discarding that, you could just as well use flat files. :) -- Tobias Brox aka TobiX +47 22 925 871 From anil at recoil.org Fri May 5 19:44:22 2000 From: anil at recoil.org (Anil Madhavapeddy) Date: Sat, 6 May 2000 00:44:22 +0100 Subject: [rt-users] Headsup! Mysql 3.23.x Instability (AKA: Keep Backups!) In-Reply-To: Message-ID: Tobias Brox wrote: > > > At our work the CVS repositories are backed up rigorously, but other > > stuff like MySQL is sometimes given a lower priority (if they are > > on development servers for example). > > IMO a good backup possibilities and a good roll-forward system (like the > update-log) is some of the more significal advantages of using a DBMS. > When discarding that, you could just as well use flat files. :) > Very true ... In MySQL's case though, I would never use it to store truely important data, as it doesn't provide functions like atomic transactions or rollback ... a sudden power outage in the middle of an operation is occasionally sufficent to totally corrupt your MySQL database, which is something rarely seen in high-end transaction based databases that simply rollback to the previous state after a failure. Still, for a system like RT, which has relatively few records, and also a low rate of entries (unless your entire company is sitting there feverishly entering tasks 24 hours a day :) , MySQL is pretty perfect - small, fast, and free. There's an interesting thread on Slashdot at the moment about the advantages/disadvantages of MySQL and other RDBMS here: http://slashdot.org/article.pl?sid=00/05/05/0920247&mode=thread Not of relevance for RT1, but possibly for RT2 when considering the platform to use if reliability is of great important (Postgres 7 is meant to support rollback I believe, which makes it quite an attractive choice for reliability, if not speed) Anil From todd at megapath.net Sat May 6 21:22:15 2000 From: todd at megapath.net (Todd Martin) Date: Sat, 6 May 2000 18:22:15 -0700 Subject: [rt-users] fonts Message-ID: Hello everyone, I'm new to RT but am loving it so far. I've got a quick question regarding the font used to display trouble tickets. It's super small and I can't seem to find where to change it's size. Can someone point me in the right direction? Thanks! -todd From tobiasb at tobiasb.funcom.com Sun May 7 15:07:13 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Sun, 7 May 2000 21:07:13 +0200 (MET DST) Subject: [rt-users] fonts In-Reply-To: Message-ID: > Hello everyone, I'm new to RT but am loving it so far. I've got a quick > question regarding the font used to display trouble tickets. It's super > small and I can't seem to find where to change it's size. Can someone point > me in the right direction? Thanks! Search for something like "-1" in lib/rt/ui/web/* -- Tobias Brox aka TobiX +47 22 925 871 From todd at megapath.net Mon May 8 14:24:04 2000 From: todd at megapath.net (Todd Martin) Date: Mon, 8 May 2000 11:24:04 -0700 Subject: [rt-users] default queue Message-ID: How do I change the default queue when first logging into the system? Right now when logging in people see all open tickets in "Any" queue, which scrolls by like 500 tickets. I'd like to have it open up into an incoming queue which only has like 10 or 20, then allow them to open up whatever queue they like from there. Any ideas? -todd From feargal at thecia.ie Mon May 8 14:36:56 2000 From: feargal at thecia.ie (Feargal Reilly) Date: Mon, 8 May 2000 18:36:56 +0000 Subject: [rt-users] default queue References: Message-ID: <00050819042100.68823@portia.office.thecia.ie> On Mon, 08 May 2000, you wrote: > How do I change the default queue when first logging into the system? Right > now when logging in people see all open tickets in "Any" queue, which > scrolls by like 500 tickets. I'd like to have it open up into an incoming > queue which only has like 10 or 20, then allow them to open up whatever > queue they like from there. Any ideas? > > -todd > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Err, without looking, in rt/lib/rt/ui/web/manipulate.pm set the variable queue_id to the queue name, as it appears in the database. However, you may screw some people up if you select a queue that they don't have access to. Poke around a bit more, there should be a function (possibly in forms.pm called q_queue or something), that generates the list of queues that a particular user is allowed see. I think it uses Or, I believe there's a patch around that will issue cookies so that people's preferences are kept. Anyone? Finally do all your users have to have access to all of the queues? Maybe it's just me, but 500 open tickets seems like a hell of a lot. Perhaps your queues aren't loaded as well as they could be... -Feargal. Feargal Reilly, Systems Administrator, The Communications Interactive Agency. Phone: +353-86-8157621 From todd at megapath.net Mon May 8 15:11:11 2000 From: todd at megapath.net (Todd Martin) Date: Mon, 8 May 2000 12:11:11 -0700 Subject: [rt-users] default queue Message-ID: I'm an engineer for an ISP, we get 1000's of requests a day, with 7 different queues it's easy to accumulate 500 tickets at any given time, especially among the sales folk who generate 100's of leads every day. I setup an incoming queue, which doesn't actually receive any mail, so it's going to always be empty. Then I'll set it as the default queue. These queues are open to all since we are a small company and sales people need to be able to generate support requests etc..... No security problems involved in this. Thanks for the tip! -todd -- Err, without looking, in rt/lib/rt/ui/web/manipulate.pm set the variable queue_id to the queue name, as it appears in the database. However, you may screw some people up if you select a queue that they don't have access to. Poke around a bit more, there should be a function (possibly in forms.pm called q_queue or something), that generates the list of queues that a particular user is allowed see. I think it uses Or, I believe there's a patch around that will issue cookies so that people's preferences are kept. Anyone? Finally do all your users have to have access to all of the queues? Maybe it's just me, but 500 open tickets seems like a hell of a lot. Perhaps your queues aren't loaded as well as they could be... -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 From tobiasb at tobiasb.funcom.com Mon May 8 15:34:58 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Mon, 8 May 2000 21:34:58 +0200 (MET DST) Subject: [rt-users] default queue In-Reply-To: Message-ID: > How do I change the default queue when first logging into the system? Right > now when logging in people see all open tickets in "Any" queue, which > scrolls by like 500 tickets. I'd like to have it open up into an incoming > queue which only has like 10 or 20, then allow them to open up whatever > queue they like from there. Any ideas? Open a queue and bookmark it, or make a web page with the queues. It's a low tech solution, but it works excellent :) -- Tobias Brox aka TobiX +47 22 925 871 From feargal at thecia.ie Mon May 8 16:01:46 2000 From: feargal at thecia.ie (Feargal Reilly) Date: Mon, 8 May 2000 20:01:46 +0000 Subject: [rt-users] default queue References: Message-ID: <00050820034401.68823@portia.office.thecia.ie> The only problem with that is every time you click 'Reload Queue' from the sub menues, you then have to hit yourself and *then* click the bookmark. It does happen to be my personal solution mind... :) On Mon, 08 May 2000, Tobias Brox wrote: > > How do I change the default queue when first logging into the system? Right > > now when logging in people see all open tickets in "Any" queue, which > > scrolls by like 500 tickets. I'd like to have it open up into an incoming > > queue which only has like 10 or 20, then allow them to open up whatever > > queue they like from there. Any ideas? > > Open a queue and bookmark it, or make a web page with the queues. It's a > low tech solution, but it works excellent :) > > -- > Tobias Brox > aka TobiX > +47 22 925 871 > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- -Feargal. Feargal Reilly, Systems Administrator, The Communications Interactive Agency. Phone: +353-86-8157621 From tobiasb at tobiasb.funcom.com Tue May 9 04:07:43 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Tue, 9 May 2000 10:07:43 +0200 (MET DST) Subject: [rt-users] default queue In-Reply-To: <00050820034401.68823@portia.office.thecia.ie> Message-ID: > The only problem with that is every time you click 'Reload Queue' from the sub > menues, you then have to hit yourself and *then* click the bookmark. It does > happen to be my personal solution mind... :) Do you mean "log in" when you say "hit yourself"? There was a patch for this long time ago at the list. Try to check out lib/rt/ui/web/auth.pm from the cvs with the tag "FunRT" and compare to your own auth.pm - probably you will find out of it :) -- Tobias Brox aka TobiX +47 22 925 871 From feargal at thecia.ie Tue May 9 08:09:37 2000 From: feargal at thecia.ie (Feargal Reilly) Date: Tue, 9 May 2000 12:09:37 +0000 Subject: [rt-users] default queue References: Message-ID: <00050912104503.68823@portia.office.thecia.ie> No, I mean physically hit myself... :) That patch you mention, does it do cookies, or what..? On Tue, 09 May 2000, Tobias Brox wrote: > > The only problem with that is every time you click 'Reload Queue' from the sub > > menues, you then have to hit yourself and *then* click the bookmark. It does > > happen to be my personal solution mind... :) > > Do you mean "log in" when you say "hit yourself"? > > There was a patch for this long time ago at the list. Try to check out > lib/rt/ui/web/auth.pm from the cvs with the tag "FunRT" and compare to > your own auth.pm - probably you will find out of it :) > > -- > Tobias Brox > aka TobiX > +47 22 925 871 > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- -Feargal. Feargal Reilly, Systems Administrator, The Communications Interactive Agency. Phone: +353-86-8157621 From tobiasb at tobiasb.funcom.com Tue May 9 08:29:47 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Tue, 9 May 2000 14:29:47 +0200 (MET DST) Subject: [rt-users] default queue In-Reply-To: <00050912104503.68823@portia.office.thecia.ie> Message-ID: > No, I mean physically hit myself... :) Well, er, I'm afraid I didn't understand it. You use a bookmark to a queue view, you see the queue, you press "reload", and you get up some totally different filters? That just shouldn't happen, I'd say. > That patch you mention, does it do cookies, or what..? No, it's only for preserving form data through a login session. If you hit a link (or a bookmark) and you're not logged in, I think you will loose all data from the link/bookmark in rt1. I thought this patch was included in rt1, but maybe not - we introduced a feature freeze looong time ago because we wanted a stable 1.0, quickly followed by a 1.1 release. Just that 1.1 never came, now we're working towards 2.0 instead. There was a patch for allowing queue selection to be set through cookies, but I daresay it's obsolete, as patches usually don't persist long in a ever-changing codebase. I think the 2.0 design is so modular that most "bigger" features will be trivial to contribute a bit more stable "modules" rather than patches. I also hope we will get one _working_ development branch which is feature-rich. -- Tobias Brox aka TobiX +47 22 925 871 From dunkel at diku.dk Tue May 9 11:00:16 2000 From: dunkel at diku.dk (Jesper Holm Olsen) Date: Tue, 9 May 2000 17:00:16 +0200 (METDST) Subject: [rt-users] A solution for decoding iso-8859-1 subjects In-Reply-To: Message-ID: > > > Wouldn't it be better to put the hack in mail/manipulate.pm? > > > > I thought about this too, but I think this is a "clean" way to do it as: > > > > 1) It must be up to a users mailclient to decode the quoted-printable. > > Ok, that's a point. Anyway, isn't it also a problem that RT won't > identify the "[MyTag #3432]" string when the subject is encoded? You actually have a very good point there. Therefor I spend some time doing what you suggested and now I simply strip the encoding in lib/rt/ui/manipulate/manipulate.pm in 'sub parse_headers': sub parse_headers { my ($content) ="@_"; ($headers, $body) = split (/\n\n/, $content, 2); foreach $line (split (/\n/,$headers)) { #By Jesper Holm Olsen (dunkel at diku.dk) 05/05/2000 #This decodes Quoted-printable from subject. use MIME::QuotedPrint; my $decoded; $decoded = decode_qp($line); $decoded =~ s/=\?iso-8859-1\?Q\?(.*)\?=/$1/; $decoded =~ s/_/\ /g; $line = $decoded; I added a substituion for '_'. This has the side-effect of removing any '_' in the original subject, but I can live with that. I have not read the appropriate RFC or found a perl-module which could strip the encoding, so now I just use this hack. This works fine so far and the replies now gets stored in the right ticket. > > > 2) If you make a reply, you'd have to encode it once again (this would'nt > > be to hard though, just use MIME::encode_qp.) > > I'd say there is no use for it. Ok, according to the RFC the subject > should only contain 7-bit characters, but in practice there is never any > problems for it - at least not when sticking to only one character set > (typically ISO-8859-1 for Denmark). > Also a good point :-) > > Also I have not tested if MySQL supports european characters. > > No problems storing 8 bit characters in MySQL. I'm not sure if it has any > logic for separating different character sets ... I guess it uses Locale > to decide how to handle case insensitive searches. Well, it seems to work fine - for me anyway :) -- 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 dsglaser at mtu.edu Tue May 9 11:14:56 2000 From: dsglaser at mtu.edu (Dave (Grizz) Glaser) Date: Tue, 9 May 2000 11:14:56 -0400 (EDT) Subject: [rt-users] Changing %rtname% Message-ID: Hi all. My first post so be nice to the newbie :) I installed rt on my solaris 2.6 system a month or so ago. It works great, but I was wondering if there is a way to change the name that rt uses on correspondence in the subject line: [mm.mtu.edu] #1352 I was wondering if there is a way to change the mm.mtu.edu (which ended up being the default somehow) to be something else without wiping out the database. Thanks Dave David S. Glaser AKA Grizz | M&M Systems Administrator | Somedays it just isn't worth struggling out U201 M&ME Building | of the straight jacket in the morning. Houghton, MI 49931 | - unknown dsglaser at mtu.edu | From jesse at fsck.com Tue May 9 11:20:39 2000 From: jesse at fsck.com (Jesse) Date: Tue, 9 May 2000 11:20:39 -0400 Subject: [rt-users] Changing %rtname% In-Reply-To: ; from dsglaser@mtu.edu on Tue, May 09, 2000 at 11:14:56AM -0400 References: Message-ID: <20000509112039.Q16241@pallas.fsck.com> Yes, edit rt/etc/config.pm Be warned, however, that changing this value will cause RT to stop recognising the Taglines in the subjects of old messages. On Tue, May 09, 2000 at 11:14:56AM -0400, Dave (Grizz) Glaser wrote: > Hi all. My first post so be nice to the newbie :) > > I installed rt on my solaris 2.6 system a month or so ago. It works great, but I was wondering if there is a way to change the name that rt uses on correspondence in the subject line: > > [mm.mtu.edu] #1352 > > I was wondering if there is a way to change the mm.mtu.edu (which ended up being the default somehow) to be something else without wiping out the database. > > Thanks > Dave > > > David S. Glaser AKA Grizz | > M&M Systems Administrator | Somedays it just isn't worth struggling out > U201 M&ME Building | of the straight jacket in the morning. > Houghton, MI 49931 | - unknown > dsglaser at mtu.edu | > > > > _______________________________________________ > 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 -------------------------------------------------------------- And I'm told we do share some common rituals. Our "flame war" is apparently held in person in their land and called "project meeting". -Alan Cox [on "Suits"] From tobiasb at tobiasb.funcom.com Tue May 9 11:34:16 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Tue, 9 May 2000 17:34:16 +0200 (MET DST) Subject: [rt-users] Changing %rtname% In-Reply-To: Message-ID: > [mm.mtu.edu] #1352 > > I was wondering if there is a way to change the mm.mtu.edu (which ended > up being the default somehow) to be something else without wiping out > the database. I think so, but I haven't tested. In lib/rt/ui/mail/manipulate.pm, there should be some lines like this: elsif (($line =~ /^Subject:(.*)\[$rt::rtname\s*\#(\d+)\]\s*(.*)/i) and (!$subject)){ ..try changing $rt::rtname to (?:mm\.mtu\.edu|$rt::rtname) -- Tobias Brox aka TobiX +47 22 925 871 From dsglaser at mtu.edu Tue May 9 11:54:27 2000 From: dsglaser at mtu.edu (Dave (Grizz) Glaser) Date: Tue, 9 May 2000 11:54:27 -0400 (EDT) Subject: [rt-users] More RT questions Message-ID: Thanks Jesse for your answer to my previous question. If I ever get all my open tickets closed Ill reset the rtname variable (most people don't try to reopen old requests, so there should not be a problem there). First question: Is there anyway to remove the email headers from correspondence in rt? 99.9% of our requests are sent from within our dept so I don't need to know where it was from, what mailer was used, etc. If I go back and forth with someone for a while, the correspondence list can get quite long and much of that is headers. Second question: Can a user sending email make requests in particular areas? I have our systems administration queue set into software and hardware areas, but email is not assigned an area until I do it on the web side. Thanks again Dave David S. Glaser AKA Grizz | M&M Systems Administrator | Somedays it just isn't worth struggling out U201 M&ME Building | of the straight jacket in the morning. Houghton, MI 49931 | - unknown dsglaser at mtu.edu | From jeff+rt at websitefactory.net Tue May 9 13:00:30 2000 From: jeff+rt at websitefactory.net (Jeffrey H. Johnson) Date: Tue, 09 May 2000 13:00:30 -0400 Subject: [rt-users] Changing %rtname% In-Reply-To: Message-ID: <33955.3166866030@kevlar.websitefactory.net> On 5/9/00 5:34 PM +0200 tobiasb at tobiasb.funcom.com wrote: >> [mm.mtu.edu] #1352 >> >> I was wondering if there is a way to change the mm.mtu.edu (which ended >> up being the default somehow) to be something else without wiping out >> the database. > > I think so, but I haven't tested. > > In lib/rt/ui/mail/manipulate.pm, there should be some lines like this: > > elsif (($line =~ /^Subject:(.*)\[$rt::rtname\s*\#(\d+)\]\s*(.*)/i) and > (!$subject)){ > > ..try changing $rt::rtname to (?:mm\.mtu\.edu|$rt::rtname) > > -- > Tobias Brox > aka TobiX > +47 22 925 871 Per your previous similar advice, I did the equivilant of the above and we've been operating fine for a few months. -- Jeffrey H. Johnson - jeff at websitefactory.net - System Administration - TrN Barnet Worldwide Enterprises - The Website Factory - www.websitefactory.net From mjp at securepipe.com Wed May 10 09:45:08 2000 From: mjp at securepipe.com (Michael J. Pomraning) Date: Wed, 10 May 2000 08:45:08 -0500 (CDT) Subject: [rt-users] Area sorting... Message-ID: <20000510134445.2F9A130E888@fsck.com> Quick question, We are using areas to classify requests by client across different queues, such that the EndUserSupport queue has areas ClientA and ClientB, the AttackResponse queue has areas ClientA and ClientB, etc. Will 2.0 support something similar? Or will we have to break queues apart into, e.g., EndUser_A, AttackR_B, etc? (The latter seems to be the conventional wisdom on this list...) TIA -- MJ Pomraning SecurePipe Communications > From: Jesse > Subject: Re: [rt-users] Area sorting... > Date: Thu, 4 May 2000 11:11:09 -0400 > To: Tobias Brox > Cc: "R. Eriks Goodwin" , RT List > > *nod* There will be no areas in 2.0. In 2.x we'll have a real keyword system, > which you will be able to filter the queue on. > From jesse at fsck.com Wed May 10 12:18:11 2000 From: jesse at fsck.com (Jesse) Date: Wed, 10 May 2000 12:18:11 -0400 Subject: [rt-users] Area sorting... In-Reply-To: <20000510134448.2FDFA30E8BA@fsck.com>; from mjp@securepipe.com on Wed, May 10, 2000 at 08:45:08AM -0500 References: <20000510134448.2FDFA30E8BA@fsck.com> Message-ID: <20000510121811.M16241@pallas.fsck.com> 2.0 will support something similar. On Wed, May 10, 2000 at 08:45:08AM -0500, Michael J. Pomraning wrote: > Quick question, > > We are using areas to classify requests by client across different > queues, such that the EndUserSupport queue has areas ClientA and > ClientB, the AttackResponse queue has areas ClientA and ClientB, etc. > > Will 2.0 support something similar? Or will we have to break queues > apart into, e.g., EndUser_A, AttackR_B, etc? (The latter seems to be > the conventional wisdom on this list...) > > TIA > > -- > MJ Pomraning > SecurePipe Communications > > > From: Jesse > > Subject: Re: [rt-users] Area sorting... > > Date: Thu, 4 May 2000 11:11:09 -0400 > > To: Tobias Brox > > Cc: "R. Eriks Goodwin" , RT List > > > > *nod* There will be no areas in 2.0. In 2.x we'll have a real keyword system, > > which you will be able to filter the queue on. > > > > > > -- jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 -------------------------------------------------------------- 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 Brad at ibaby.com Wed May 10 14:42:06 2000 From: Brad at ibaby.com (Brad Jannenga) Date: Wed, 10 May 2000 11:42:06 -0700 Subject: [rt-users] @INC Message-ID: Hello. Having some issues: the version of RT you are running - 1.0.2 a description of the system you are running RT on - 2.2.12 kernel redhat 6.1 the version of Perl you are using - 5.5.3 It seems like the problem is with installing the mysql support for perl. mysql-modules-1.2213 on makefile.pl: warning: prerequisite data::ShowTable not found... and so on make test it fails 2 tests 44 and 23..has anyone else seen this? already read the FAQ (Q2.4) and I did answer yes to enable MysqlPerl emulation as well as installed all the mysql modules. error message from apache: [Tue May 9 18:16:22 2000] [error] [client 206.19.148.33] Premature end of script headers: /usr/local/rt/bin/cgi/admin-webrt.cgi Can't locate Mysql.pm in @INC (@INC contains: /usr/lib/perl5/5.00503/i386-linux /usr/lib/perl5/5.00503 /usr/lib/perl5/site_perl/5.005/i386-linux /usr/lib/perl5/site_perl/5.005 /usr/local/rt/lib) at /usr/local/rt/lib/rt/database.pm line 8. BEGIN failed--compilation aborted at /usr/local/rt/lib/rt/database.pm line 8. [Tue May 9 18:16:32 2000] [error] [client 206.19.148.33] Premature end of script headers: /usr/local/rt/bin/cgi/webrt.cgi Can't locate Mysql.pm in @INC (@INC contains: /usr/lib/perl5/5.00503/i386-linux /usr/lib/perl5/5.00503 /usr/lib/perl5/site_perl/5.005/i386-linux /usr/lib/perl5/site_perl/5.005 /usr/local/rt/lib) at /usr/local/rt/lib/rt/database.pm line 8. BEGIN failed--compilation aborted at /usr/local/rt/lib/rt/database.pm line 8. [Tue May 9 18:16:34 2000] [error] [client 206.19.148.33] Premature end of script headers: /usr/local/rt/bin/cgi/webrt.cgi Can't locate Mysql.pm in @INC (@INC contains: /usr/lib/perl5/5.00503/i386-linux /usr/lib/perl5/5.00503 /usr/lib/perl5/site_perl/5.005/i386-linux /usr/lib/perl5/site_perl/5.005 /usr/local/rt/lib) at /usr/local/rt/lib/rt/database.pm line 8. BEGIN failed--compilation aborted at /usr/local/rt/lib/rt/database.pm line 8. [Tue May 9 18:16:35 2000] [error] [client 206.19.148.33] Premature end of script headers: /usr/local/rt/bin/cgi/webrt.cgi TIA ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Brad Jannenga From tobiasb at tobiasb.funcom.com Wed May 10 15:02:49 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 10 May 2000 21:02:49 +0200 (MET DST) Subject: [rt-users] @INC In-Reply-To: Message-ID: > It seems like the problem is with installing the mysql support for perl. > > mysql-modules-1.2213 > > on makefile.pl: > warning: prerequisite data::ShowTable not found... > > and so on make test it fails 2 tests 44 and 23..has anyone else seen this? No. Try to install Data::ShowTable from CPAN? If it doesn't help, I'd daresay this is a mysql-modules problem, try to ask at that mailinglist. -- tobix at fsck.com From Brad at ibaby.com Wed May 10 19:38:44 2000 From: Brad at ibaby.com (Brad Jannenga) Date: Wed, 10 May 2000 16:38:44 -0700 Subject: [rt-users] @INC In-Reply-To: Message-ID: and the winner is...Tobis! Data:showtable was not installed, (it should be listed as a prerequisite module...it is needed by msql modules)...perhaps it's implied...hmmm...anyway, the test suite does not work for Data:Showtable, which slowed debugging things down a bit more. seems it installs okay, just the test suite is broken. please stop by the front desk to pick up your free log of Velveeta. THX Brad -----Original Message----- From: Tobias Brox [mailto:tobiasb at tobiasb.funcom.com] Sent: Wednesday, May 10, 2000 12:03 PM To: Brad Jannenga Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] @INC > It seems like the problem is with installing the mysql support for perl. > > mysql-modules-1.2213 > > on makefile.pl: > warning: prerequisite data::ShowTable not found... > > and so on make test it fails 2 tests 44 and 23..has anyone else seen this? No. Try to install Data::ShowTable from CPAN? If it doesn't help, I'd daresay this is a mysql-modules problem, try to ask at that mailinglist. -- tobix at fsck.com From tobiasb at tobiasb.funcom.com Wed May 10 20:21:53 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Thu, 11 May 2000 02:21:53 +0200 (MET DST) Subject: [rt-users] @INC In-Reply-To: Message-ID: > and the winner is...Tobis! Firstly I think I was the only contestor, and secondly I'm always right ;) > Data:showtable was not installed, (it should be listed as a prerequisite > module...it is needed by msql modules)... I've never seen this problem before. It seems like most systems already have Data::ShowTable installed. I must confess that I don't have a faint clue about what the module actually is useful for (though a quick look at the documentation reveals everything about it). I don't think RT uses the functionality in it, so it's maybe stupid that mysql-modules can't work without it. -- tobix at fsck.com From pareilly at tcd.ie Thu May 11 06:13:10 2000 From: pareilly at tcd.ie (Paul Reilly) Date: Thu, 11 May 2000 11:13:10 +0100 (BST) Subject: [rt-users] mail errors? Message-ID: Hi, Anyone know why this is happening? Mail I send to rt goes in to the queue, but the sender gets a returned mail message as below. Could it be becuase I've changed the rt user/group to user=nobody and group=sysgroup ? Thanks Paul ----- Transcript of session follows ----- Could not send mail :( Tried to launch this command: /usr/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m 554 5.3.0 |"/local/rt/bin/rt-mailgate tchpc-ops correspond"... unknown mailer error 1 Also my sendmail log shows the following: May 11 11:01:22 sinope sendmail[1276]: e4BA1LJ01275: to=|"/local/rt/bin/rt-mailgate tchpc-ops correspond", ctladdr= (2/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=30031, dsn=5.3.0, stat=unknown mailer error 1 May 11 11:01:22 sinope sendmail[1276]: e4BA1LJ01275: e4BA1MJ01276: DSN: unknown mailer error 1 From clark at desktop.com Thu May 11 13:14:00 2000 From: clark at desktop.com (Clark Shishido) Date: Thu, 11 May 2000 10:14:00 -0700 Subject: [rt-users] mail errors? In-Reply-To: References: Message-ID: The latest sendmails usually use smrsh to restrict which programs sendmail is allowed to run. do a man smrsh to see where your sm.rsh folder is. Try linking to rt-mailgate from there. --clark At 11:13 +0100 2000.05.11, Paul Reilly wrote: >Hi, > >Anyone know why this is happening? >Mail I send to rt goes in to the queue, but the sender gets a returned >mail message as below. Could it be becuase I've changed the rt user/group >to user=nobody and group=sysgroup ? > >Thanks > >Paul > > ----- Transcript of session follows ----- >Could not send mail :( > >Tried to launch this command: /usr/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m >554 5.3.0 |"/local/rt/bin/rt-mailgate tchpc-ops correspond"... unknown >mailer error 1 > > >Also my sendmail log shows the following: > >May 11 11:01:22 sinope sendmail[1276]: e4BA1LJ01275: >to=|"/local/rt/bin/rt-mailgate tchpc-ops correspond", ctladdr= (2/0), >delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=30031, dsn=5.3.0, stat=unknown >mailer error 1 >May 11 11:01:22 sinope sendmail[1276]: e4BA1LJ01275: e4BA1MJ01276: DSN: >unknown mailer error 1 From stephenl at examen.com Thu May 11 13:18:40 2000 From: stephenl at examen.com (Stephen J. Lawrence Jr.) Date: Thu, 11 May 2000 10:18:40 -0700 Subject: [rt-users] mail errors? References: Message-ID: <391AEB70.EC19F89@examen.com> There is also an option in sendmail.cf that allows or disallows executable programs to be run through mail aliases. Clark Shishido wrote: > The latest sendmails usually use smrsh to restrict which programs sendmail is allowed to run. do a man smrsh to see where your sm.rsh folder is. > Try linking to rt-mailgate from there. > > --clark > > At 11:13 +0100 2000.05.11, Paul Reilly wrote: > >Hi, > > > >Anyone know why this is happening? > >Mail I send to rt goes in to the queue, but the sender gets a returned > >mail message as below. Could it be becuase I've changed the rt user/group > >to user=nobody and group=sysgroup ? > > > >Thanks > > > >Paul > > > > ----- Transcript of session follows ----- > >Could not send mail :( > > > >Tried to launch this command: /usr/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m > >554 5.3.0 |"/local/rt/bin/rt-mailgate tchpc-ops correspond"... unknown > >mailer error 1 > > > > > >Also my sendmail log shows the following: > > > >May 11 11:01:22 sinope sendmail[1276]: e4BA1LJ01275: > >to=|"/local/rt/bin/rt-mailgate tchpc-ops correspond", ctladdr= (2/0), > >delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=30031, dsn=5.3.0, stat=unknown > >mailer error 1 > >May 11 11:01:22 sinope sendmail[1276]: e4BA1LJ01275: e4BA1MJ01276: DSN: > >unknown mailer error 1 > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Thanks, Stephen Lawrence -Support Technician & Webmaster -Examen, Inc. -stephenl at examen.com -916-921-4300 ext. 703 From mks at raistlin.min.ov.com Thu May 11 15:55:13 2000 From: mks at raistlin.min.ov.com (Mark Steiger) Date: Thu, 11 May 2000 14:55:13 -0500 (CDT) Subject: [rt-users] trimming the database Message-ID: Hello. We've been running RT for awhile here internally and the database is starting to really get sluggish. Does anyone have a script to archive out tickets that are over x months old and closed? thanks Mark --- Mark Steiger Systems Administrator 651-604-7890 Veritas Software "A computer system without Microsoft products is like a dog without bricks chained to its head." --David Wagle From Brad at ibaby.com Thu May 11 18:49:52 2000 From: Brad at ibaby.com (Brad Jannenga) Date: Thu, 11 May 2000 15:49:52 -0700 Subject: [rt-users] Permissions Message-ID: Hello. I'm trying to create a new ticket via email and keep getting this error. I get the same message on both queues. There has been an error: There has been an error with your request: You don't have permission to create requests in this queue Your message is reproduced below: help Of coarse the "Allow non-members to create requests" box is checked. Suggestions/comments/sarcasm welcome. Brad From ericg at cats.ucsc.edu Thu May 11 19:32:51 2000 From: ericg at cats.ucsc.edu (Eric Goodman) Date: Thu, 11 May 2000 16:32:51 -0700 Subject: [rt-users] Permissions Message-ID: >I'm trying to create a new ticket via email and keep getting this error. I >get the same message on both queues. > >There has been an error: >There has been an error with your request: >You don't have permission to create requests in this queue You can only create requests via a "correspond" queue. If this is an action queue that is being mailed to, that might be the problem. In /etc/aliases: myqueue: "| /usr/local/rt/bin/rt-mailgate myqueue " must be "correspond" (not "action" or "comment") for creation to work, even if it's turned on in the queue. At least this is how it appears to me. The ticket creation code is in /usr/local/rt/lib/rt/ui/mail/manipulate.pm in the first subroutine in this block: elsif ($in_action eq 'correspond') { if (!$serial_num) { # .... I copied that code to the corresponding 'elsif' for "comment" queues (removing the "no corresponding ticket" error code). I imagine the same could be done for an action queue. --- Eric -- Eric Goodman | "The opinions expressed by Eric do not Workstation Support Group | represent the opinions of anyone who UC Santa Cruz | matters." ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" From jesse at fsck.com Thu May 11 19:50:32 2000 From: jesse at fsck.com (Jesse) Date: Thu, 11 May 2000 19:50:32 -0400 Subject: [rt-users] Permissions In-Reply-To: ; from ericg@cats.ucsc.edu on Thu, May 11, 2000 at 04:32:51PM -0700 References: Message-ID: <20000511195032.J5710@pallas.fsck.com> If your queue name has a space in it and you didn't properly quote the queue name in /etc/aliases, it will manifest like that. On Thu, May 11, 2000 at 04:32:51PM -0700, Eric Goodman wrote: > >I'm trying to create a new ticket via email and keep getting this error. I > >get the same message on both queues. > > > >There has been an error: > >There has been an error with your request: > >You don't have permission to create requests in this queue > > > You can only create requests via a "correspond" queue. If this is an > action queue that is being mailed to, that might be the problem. > > In /etc/aliases: > > myqueue: "| /usr/local/rt/bin/rt-mailgate myqueue " > > must be "correspond" (not "action" or "comment") for creation > to work, even if it's turned on in the queue. At least this is how it > appears to me. > > The ticket creation code is in > /usr/local/rt/lib/rt/ui/mail/manipulate.pm in the first subroutine in > this block: > > elsif ($in_action eq 'correspond') { > if (!$serial_num) { > > # .... > > > I copied that code to the corresponding 'elsif' for "comment" queues > (removing the "no corresponding ticket" error code). I imagine the > same could be done for an action queue. > > > --- Eric > > -- > Eric Goodman | "The opinions expressed by Eric do not > Workstation Support Group | represent the opinions of anyone who > UC Santa Cruz | matters." > ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" > > > _______________________________________________ > 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 have images of Marc in well worn combat fatigues, covered in mud, sweat and blood, knife in one hand and PSION int he other, being restrained by several other people, screaming "Let me at it! Just let me at it!" Eichin standing calmly by with something automated, milspec, and likely recoilless. -xiphmont on opensource peer review From Brad at ibaby.com Thu May 11 19:56:42 2000 From: Brad at ibaby.com (Brad Jannenga) Date: Thu, 11 May 2000 16:56:42 -0700 Subject: [rt-users] Permissions In-Reply-To: <20000511195032.J5710@pallas.fsck.com> Message-ID: fixed. did everyone know that UNIX is case sensitive? ya...i know. -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Sent: Thursday, May 11, 2000 4:51 PM To: Eric Goodman Cc: rt-users at fsck.com Subject: Re: [rt-users] Permissions If your queue name has a space in it and you didn't properly quote the queue name in /etc/aliases, it will manifest like that. On Thu, May 11, 2000 at 04:32:51PM -0700, Eric Goodman wrote: > >I'm trying to create a new ticket via email and keep getting this error. I > >get the same message on both queues. > > > >There has been an error: > >There has been an error with your request: > >You don't have permission to create requests in this queue > > > You can only create requests via a "correspond" queue. If this is an > action queue that is being mailed to, that might be the problem. > > In /etc/aliases: > > myqueue: "| /usr/local/rt/bin/rt-mailgate myqueue " > > must be "correspond" (not "action" or "comment") for creation > to work, even if it's turned on in the queue. At least this is how it > appears to me. > > The ticket creation code is in > /usr/local/rt/lib/rt/ui/mail/manipulate.pm in the first subroutine in > this block: > > elsif ($in_action eq 'correspond') { > if (!$serial_num) { > > # .... > > > I copied that code to the corresponding 'elsif' for "comment" queues > (removing the "no corresponding ticket" error code). I imagine the > same could be done for an action queue. > > > --- Eric > > -- > Eric Goodman | "The opinions expressed by Eric do not > Workstation Support Group | represent the opinions of anyone who > UC Santa Cruz | matters." > ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" > > > _______________________________________________ > 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 have images of Marc in well worn combat fatigues, covered in mud, sweat and blood, knife in one hand and PSION int he other, being restrained by several other people, screaming "Let me at it! Just let me at it!" Eichin standing calmly by with something automated, milspec, and likely recoilless. -xiphmont on opensource peer review _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From jesse at fsck.com Fri May 12 01:46:41 2000 From: jesse at fsck.com (Jesse) Date: Fri, 12 May 2000 01:46:41 -0400 Subject: [rt-users] trimming the database In-Reply-To: ; from mks@raistlin.min.ov.com on Thu, May 11, 2000 at 02:55:13PM -0500 References: Message-ID: <20000512014641.X5710@pallas.fsck.com> What version of mysql are you using? What version of RT are you using? A first step is to add a few indexes, which will _greatly_ increase performance As far as I know, nobody's built the data migration / archiving tools yet. That's one of those things that I might be willing to take on if a specific client had an interest in making it happen. jesse On Thu, May 11, 2000 at 02:55:13PM -0500, Mark Steiger wrote: > Hello. We've been running RT for awhile here internally and the database > is starting to really get sluggish. Does anyone have a script to archive > out tickets that are over x months old and closed? > > thanks > Mark > > --- > Mark Steiger Systems Administrator > 651-604-7890 Veritas Software > "A computer system without Microsoft products is > like a dog without bricks chained to its head." > --David Wagle > > > > _______________________________________________ > 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 -------------------------------------------------------------- sage will enter into a period of indentured servitude which will last for a period of time no less than seven years. From laborie at sbm.net.sa Fri May 12 06:45:41 2000 From: laborie at sbm.net.sa (Fabrice Laborie) Date: Fri, 12 May 2000 13:45:41 +0300 Subject: [rt-users] KILL permission question Message-ID: <391BE0D5.2FB05B3A@sbm.net.sa> hi all ! I have installed RT at our ISP 2 weeks ago ... pple have been evaluating it ... yesterday the management have accepted to put it in production we will now use it for both - problem ticket tracking ( one queue) - change control ( as one queue and one area per type of service: mail/radius...) - DNS change ( one queue , and one area per domain we host) so congratulation to the dev. team .... I am really looking forward to RT2.x I have a question: I know there are 4 kind of rights: no access / display / manipulate / admin.... I am surprised to see that someone with manipulate right can KILL a Ticket ??? is this a bug ? an error in my installation ? if I assign a problem to my colleague, I don't want HIM to be able to KILL it ... it should be possible only by an Admin right ? he should be able to reply/comment but not KILL .... am I doing something wrong ? thanks for your help/comments Fabrice Laborie SBM-ISP From tobiasb at tobiasb.funcom.com Fri May 12 07:15:19 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Fri, 12 May 2000 13:15:19 +0200 (MET DST) Subject: [rt-users] KILL permission question In-Reply-To: <391BE0D5.2FB05B3A@sbm.net.sa> Message-ID: > I am surprised to see that someone with manipulate right can KILL a > Ticket ??? I've configured it here so that "kill" only marks the request status as "dead". Then it should be a fairly harmless operation. Only those with SQL access to the DB can actually KILL a request. My sub kill (lib/rt/database/amanipulate.pm) looks like this: sub kill { my ($in_serial_num, $in_current_user) = @_; my ($transaction_count, $transaction_num); if (!(&can_manipulate_request($in_serial_num,$in_current_user))) { return (0,"You don't have permission to modify request \#$in_serial_num") ; } ($transaction_count)=&transaction_history_in($in_serial_num,$in_current_user); $transaction_num=&update_request($in_serial_num,'status','dead',$in_current_ user); return ($transaction_num,"Request #$in_serial_num has been killed."); } Eventually you can give only admin kill rights by changing the "can_manipulate_request" to "can_admin_queue" -- tobix at fsck.com From jesse at fsck.com Fri May 12 11:27:24 2000 From: jesse at fsck.com (Jesse) Date: Fri, 12 May 2000 11:27:24 -0400 Subject: [rt-users] KILL permission question In-Reply-To: <391BE0D5.2FB05B3A@sbm.net.sa>; from laborie@sbm.net.sa on Fri, May 12, 2000 at 01:45:41PM +0300 References: <391BE0D5.2FB05B3A@sbm.net.sa> Message-ID: <20000512112724.B5710@pallas.fsck.com> That's by design. If your staff are killing tickets that they shouldn't be, then you have a _policy_ problem. j On Fri, May 12, 2000 at 01:45:41PM +0300, Fabrice Laborie wrote: > hi all ! > > I have installed RT at our ISP 2 weeks ago ... > pple have been evaluating it ... > yesterday the management have accepted to put it in production > we will now use it for both > - problem ticket tracking ( one queue) > - change control ( as one queue and one area per type of service: > mail/radius...) > - DNS change ( one queue , and one area per domain we host) > > > so congratulation to the dev. team .... I am really looking forward to > RT2.x > > I have a question: > > I know there are 4 kind of rights: no access / display / manipulate / > admin.... > > I am surprised to see that someone with manipulate right can KILL a > Ticket ??? > is this a bug ? an error in my installation ? > if I assign a problem to my colleague, I don't want HIM to be able to > KILL it ... > it should be possible only by an Admin right ? > he should be able to reply/comment but not KILL .... > > am I doing something wrong ? > > thanks for your help/comments > > Fabrice Laborie > SBM-ISP > > > _______________________________________________ > 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 -------------------------------------------------------------- sage will enter into a period of indentured servitude which will last for a period of time no less than seven years. From Brad at ibaby.com Fri May 12 14:34:29 2000 From: Brad at ibaby.com (Brad Jannenga) Date: Fri, 12 May 2000 11:34:29 -0700 Subject: [rt-users] Sample scripts Message-ID: Hello. Now that RT is working, I'm looking for some scripts that will hit the DB and report: - resolved tickets - new tickets - stalled tickets - open tickets for specific users/queues on a weekly basis. Anyone want to share? TIA Brad Jannenga ----------------------------- beguile. inveigle. obfuscate. ----------------------------- From rwest at wesmo.com Fri May 12 15:12:35 2000 From: rwest at wesmo.com (Rich West) Date: Fri, 12 May 2000 15:12:35 -0400 Subject: [rt-users] Sample scripts References: Message-ID: <391C57A3.6944020A@wesmo.com> Not sure if it still comes with the distribution, but there used to be a directory of 'contribs'. There were a couple of reporting scripts that did _some_ of the work. If not, then check out the RT page (ftp://ftp.fsck.com/pub/rt/contrib).. There's a couple of contributed programs there that might provide you with either what you need or a starting point for you to create what you need. -Rich Brad Jannenga wrote: > Hello. > > Now that RT is working, I'm looking for some scripts that will hit the DB > and report: > > - resolved tickets > - new tickets > - stalled tickets > - open tickets > > for specific users/queues on a weekly basis. > > Anyone want to share? > > TIA > > Brad Jannenga > > ----------------------------- > beguile. inveigle. obfuscate. > ----------------------------- > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From jdfalk at mail-abuse.org Fri May 12 16:04:07 2000 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Fri, 12 May 2000 13:04:07 -0700 Subject: [rt-users] Permissions In-Reply-To: ; from Brad@ibaby.com on Thu, May 11, 2000 at 04:56:42PM -0700 References: <20000511195032.J5710@pallas.fsck.com> Message-ID: <20000512130406.D4993@mail-abuse.org> On 05/11/00, Brad Jannenga wrote: > fixed. > > did everyone know that UNIX is case sensitive? > > ya...i know. Heh, I ran into that recently too. The interesting thing is that e-mail addresses /aren't/ case sensitive, so I assumed anything else I put into the aliases file would act similarly. -- J.D. Falk "Laughter is the sound Product Manager that knowledge makes when it's born." Mail Abuse Prevention System LLC -- The Cluetrain Manifesto From tobiasb at tobiasb.funcom.com Sat May 13 08:25:22 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Sat, 13 May 2000 14:25:22 +0200 (MET DST) Subject: [rt-users] Permissions In-Reply-To: <20000512130406.D4993@mail-abuse.org> Message-ID: > Heh, I ran into that recently too. The interesting thing is > that e-mail addresses /aren't/ case sensitive, Emails _can_ be case sensitive, though the very most mail servers threat them case insensitive. By a general rule, domains (everything at the left side of the @) if case insensitive, though the servers _might_ by theory do a difference (virtual domains). -- tobix at fsck.com From darren.nickerson at catchword.com Sat May 13 17:49:51 2000 From: darren.nickerson at catchword.com (Darren Nickerson) Date: Sat, 13 May 2000 22:49:51 +0100 Subject: [rt-users] html is request subjects breaking webrt.cgi, and a queestion Message-ID: <200005132149.WAA06810@dazza.catchword.co.uk> Hiya. I've been dealing with the strangest problem I've ever seen, and so I figured since I finally cracked it, I need to share the story with someone ;-) So I'm migrating from ReqNG to RT . . . I install RT, put req2rt to work feeding req tickets into RT, and go for coffee. Good thing too - took ages. Actually, it never completed, halfway through the loading of resolved tickets it finally exhausted my machine's available memory. But that's another story! So I setup a new apache, virtually hosting support.tpc.int and cgi.tpc.int, both setup to deal with VERY different tasks. For the first time, I also setup the WWW interface to RT, webrt.cgi. GREAT! So I decide to try it out . . . the admin interface works fine, and for the most part so too does the frames version of webrt.cgi. Only when I press the button to "UPDATE QUEUE FILTERS" it sends me off to a shocking URL - http://cgi.tpc.int/cgi-bin/tpcfax.pl. WHAT?????? *boggle* So I'm flummoxed. That script does exist on the other vhost, and I'd been playing with it today, so I spent a lot of time looking for a mistaken edit, or misconfig which might have included this URL in the RT stuff. I also spent a long time learning how webrt.cgi works . . .all to no avail. I ended up dumping the source of the page webrt was giving me, and initially the construction of the form looked fine, and should have sent me to the webrt script again, not tpcfax.pl. SOLUTION? One of my tickets looks like this: [root at hewes sniffit-0.3.7.beta]# rt -show 6403 Welcome to Request Tracker 1.0.2 Serial Number:6403 Queue:TPC.INT Support Area: Requestors:rayhan at pimail.com.pk Owner: Subject:[TPC Support #6403] Re: May I Use
I'm not sure if there's an easy solution to this problem, or if perhaps it will be solved in version 2, but I have a suggestion to make. We have an incoming queue, thats set to auto-respond. Its set up as a 'correspond' queue in mailgate. When we determine that it is an incident that should be investigated (we use rt for security stuff)we transfer it to the incidents queue, which is set up as a non-correspond queue. The problem is, when we get multiple reports, and we merge them, customers get the auto-reply from the correspond queue. When they send an email back, asking for status or whatever, a copy is sent out to all the requesters of the merged request in the non-correspond queue. Is there some way for mailgate to check what queue a ticket is now in, and correspond or not correspond with requesters as the queue would indicate? In otherwords, if a update for a ticket comes in on the correspond queue, but the ticket's been transferred to a non-correspond queue, no message is sent out to the requestors. I realize this will be partially fixed with hierarchical requests in ver2, but I'm wondering if there's a easy fix now. Thanks! From laborie at sbm.net.sa Mon May 15 07:15:16 2000 From: laborie at sbm.net.sa (Fabrice Laborie) Date: Mon, 15 May 2000 14:15:16 +0300 Subject: [rt-users] mail GW failing for hotmail users but working from others! Message-ID: <391FDC44.90074C5A@sbm.net.sa> Hi Guys ! I am running Request Tracker 1.0.2 on a Linux 2.2.14-5.0 with Perl 5.0 patchlevel 5 subversion 3 . our mail server is running on a separate machine ( Isocor Nplex 4.0 on NT4) I configured Fetchmail to collect the mail from the accounts rt-queunames* I configured sendmail with m4 and killed it -HUP to send all mail to the hub now, here is the problem * if I create a request, cc someone inside our domain it works without any problem with different mailers . the CC'ed person can reply to the problem from his mailed, and his answer is appened to the queue. * if I CC someone outside the domain , ( first it didn't work at all until I configured sendmail), it works to a certain extend: I tried to cc different persons. someone @attglobal.net and myself fab_lab at hotmail.com - the @attglobal.net person replied with Return-Path Message-ID <391FB8C4.E7C034E4 at attglobal.net> Date Mon, 15 May 2000 11:43:48 +0300 From Burak Ongan Reply-To onganb at attglobal.net X-Mailer Mozilla 4.72 [en] (Win98; I) X-Accept-Language tr MIME-Version 1.0 To Fabrice Laborie via RT Subject Re: [sbm #80] (testq1) test mail gw outside sbm.net.sa References <200005150652.JAA14447 at titan.sbm.net.sa> Content-Type text/plain; charset=us-ascii Content-Transfer-Encoding 7bit testing RT and this was appened to the RT # 80 ! - when I replied, a new Request was created !!! here is what I have in RT for request 81 : Serial Number 81 Subject Re: [sbm #80] (testq1) test mail gw outside sbm.net.sa Area none Queue testq1 Requestors fab_lab at hotmail.com ...... ...... Transaction History Mon, May 15 2000 13:13:44 Request created by fab_lab at hotmail.com Return-Path Message-ID <20000515100942.33719.qmail at hotmail.com> X-Originating-IP [212.26.19.153] From "Fab Lab" To rt-testq1 at sbm.net.sa Subject Re: [sbm #80] (testq1) test mail gw outside sbm.net.sa Date Mon, 15 May 2000 10:09:42 GMT Mime-Version 1.0 Content-Type text/plain; format=flowed this is a last test ! in for RT #80 >From: Fabrice Laborie via RT >Reply-To: Fabrice Laborie via RT >CC: fab_lab at hotmail.com >Subject: [sbm #80] (testq1) test mail gw outside sbm.net.sa >Date: Mon, 15 May 2000 13:04:24 +0300 >Received: from [212.46.32.43] by hotmail.com (3.2) with ESMTP id >MHotMailBAE915B800AAD82197CDD42E202B0A050; Mon May 15 03:00:30 2000 >Received: from titan.sbm.net.sa (212.46.32.47) by saturn.sbm.net.sa (NPlex >4.0.068) id 39142D430000AD8E for fab_lab at hotmail.com; Mon, 15 May >2000 12:49:32 +0300 >Received: (from root at localhost)by titan.sbm.net.sa (8.9.3/8.9.3) id >NAA14608;Mon, 15 May 2000 13:04:24 +0300 >From root at saturn.sbm.net.sa Mon May 15 03:05:19 2000 >Message-Id: <200005151004.NAA14608 at titan.sbm.net.sa> >X-Request-ID: 80 >X-RT-Loop-Prevention: sbm >X-Sender: isp-srvr2 >X-Managed-By: Request Tracker 1.0.2 (http://www.fsck.com/projects/rt) >Precedence: bulk > >Request number 80 was commented on by 'isp-srvr2' (Fabrice Laborie). Can someone explain to me what is happening ? I notice that in the mail I recived in HotMail, the Header contains the X-Request-ID: 80, but neither in attglobal nor in Hotmail, this X-Request is returned back. however in attglobal the header References <200005150652.JAA14447 at titan.sbm.net.sa> is returned ... I thought that the only thing looked-up by the mailgw was the subject ? I have to be honest and admit that I did not fully understand the different entries I should put in the the .fetchmailrc ... I used only the usr/local/rt/bin/rt-mailgate testq1 correspond because I am not sure what the others "actions" means ... ( where can I find more info than on the README ? ) is this related ? I don't think so because the functionnality works locally, and for some mails any idea someone ? thanks a million ! Fabrice Laborie From feargal at lucrece.office.thecia.ie Mon May 15 10:25:35 2000 From: feargal at lucrece.office.thecia.ie (Feargal Reilly) Date: Mon, 15 May 2000 15:25:35 +0100 Subject: [rt-users] mail GW failing for hotmail users but working from others! In-Reply-To: Message from Fabrice Laborie of "Mon, 15 May 2000 14:15:16 +0300." <391FDC44.90074C5A@sbm.net.sa> Message-ID: <200005151425.PAA39205@lucrece.office.thecia.ie> I've never actually been too clear on the differences between action, and correspond queues... When I first set up, I created two aliases for each queue - e.g. techies: |"/usr/local/rt/bin/rt-mailgate testq1 correspond techies-action: |"/usr/local/rt/bin/rt-mailgate testq1 action Your fethcmail rc should look something like: poll mail.sbm.com protocol APOP username testq1 pass XfghyT7VChuP9BBHJH9 mda "/usr/local/rt/bin/rt-mailgate techies correspond" I recall having problems until I specifically quoted the mda. Assuming this is all working then I suspect that you're not receiving the full headers. As far as I know, RT relies on the subject line alone to figure out the serial number of a reply (see rt/lib/rt/mail parse_header function). I had being thinking about doing a loose match hack The references header is part of RFC 822 and is intended to indicate that one e-mail is referring to another - i.e. a reply of sorts, Used for threading messages on thingsa like Usenet. I didn't think RT used it, I haven't really checked, so maybe it does... Jesse? If Hotmail are dropping the References header, they are being nasty to Usenet like users. Or maybe it's not part of the full RFC, I coulda sworn it was though. Check your aliases and mda are correct, and if not, send a reply from hotmail to another account to make sure the mailgate isn't losing the header. Stuff, Blah, I'm boring. -Feargal. Feargal Reilly Systems Administrator, The CIA. +353-86-8157621 From laborie at sbm.net.sa Tue May 16 03:44:18 2000 From: laborie at sbm.net.sa (Fabrice Laborie) Date: Tue, 16 May 2000 10:44:18 +0300 Subject: [rt-users] mail GW failing for hotmail users but working from others! References: <200005151425.PAA39205@lucrece.office.thecia.ie> Message-ID: <3920FC52.701590E1@sbm.net.sa> Hi Fergal ! > I've never actually been too clear on the differences between action, and > correspond queues... > When I first set up, I created two aliases for each queue - e.g. > techies: |"/usr/local/rt/bin/rt-mailgate testq1 correspond > techies-action: |"/usr/local/rt/bin/rt-mailgate testq1 action I still don't see what the ACTION is for ... but I will leave that for later ... > Your fethcmail rc should look something like: > > poll mail.sbm.com > protocol APOP > username testq1 pass XfghyT7VChuP9BBHJH9 > mda "/usr/local/rt/bin/rt-mailgate techies correspond" yeah that's what I have except that I use pop and not apop .... I guess I should switch, you are right .... never nice to have password in clear, even if fetchmail forces you to chmod your .fetchmailrc for more privacy ;-) > I recall having problems until I specifically quoted the mda. Assuming this is > all working then I suspect that you're not receiving the full headers. As far > as I know, RT relies on the subject line alone to figure out the serial number > of a reply (see rt/lib/rt/mail parse_header function). I had being thinking > about doing a loose match hack > > The references header is part of RFC 822 and is intended to indicate that one > e-mail is referring to another - i.e. a reply of sorts, Used for threading > messages on thingsa like Usenet. I didn't think RT used it, I haven't really > checked, so maybe it does... Jesse? I looked up in the code ... and the only X-RT header which is parsed is X-RT-Loop-Prevention ... so it looks like "X-Request-ID:" is not expected to be sent back.... nor the "References:" ...... and you are right, only the subject is used to extract the serial number for further processing. 123 elsif (($line =~ /^Subject:(.*)\[$rt::rtname\s*\#(\d+)\]\s*(.*)/i) and (!$subject)){ 124 $serial_num=$2; 125 &rt::req_in($serial_num,$current_user); 126 $subject=$3; 127 $subject =~ s/\($rt::req[$serial_num]{'queue_id'}\)//i; 128 } this means that the reply from Hotmail SHOULD work and the mailgw SHOULD process it normally. ( btw in the mean time I tried from other domains/other mailers .... Lotus Notes 5 worked perfectly ;-) any idea ????????? this is realllllllly strange to me any body has experience this kind of problem ? could someone test this from his stable installation of RT ? ( I could reply to a Request send form some one from this mailing list.......) > Check your aliases and mda are correct, and if not, send a reply from hotmail > to another account to make sure the mailgate isn't losing the header. I tried that ... and the Ref header is NOT sent ... although now from the code it seems that this is not taken into account by the mailgw ..... > Stuff, Blah, I'm boring. nahhhhhhhh helfull ;-) Go mbeanna? Dia sibh. Fabrice. From tauren at servlets.net Tue May 16 12:51:15 2000 From: tauren at servlets.net (Tauren Mills) Date: Tue, 16 May 2000 09:51:15 -0700 Subject: [rt-users] Difference between ages Message-ID: I've looked through the list archives and read the manual, but I'm not clear on the difference between: "Told", "Age", and "Last". Here's my guesses: Last: the amount of time since a request was last responded to Age: the amount of time since a request was created Told: ... no idea ... Here's a suggestion: It would be nice to know the total time that a request took from when it was opened until when it was resolved. In other words, if the clock would "stop clicking" for a request once it had been marked as resolved. Any feedback would be appreciated! Tauren From jesse at fsck.com Tue May 16 13:05:03 2000 From: jesse at fsck.com (Jesse) Date: Tue, 16 May 2000 13:05:03 -0400 Subject: [rt-users] Difference between ages In-Reply-To: ; from tauren@servlets.net on Tue, May 16, 2000 at 09:51:15AM -0700 References: Message-ID: <20000516130503.S5710@pallas.fsck.com> On Tue, May 16, 2000 at 09:51:15AM -0700, Tauren Mills wrote: > I've looked through the list archives and read the manual, but I'm not clear > on the difference between: "Told", "Age", and "Last". Here's my guesses: > > Last: the amount of time since a request was last responded to > Age: the amount of time since a request was created > Told: ... no idea ... > Told: the amount of time since a request was last responded to Last: The amount of time since the last ticket update. > Here's a suggestion: > > It would be nice to know the total time that a request took from when it was > opened until when it was resolved. In other words, if the clock would "stop > clicking" for a request once it had been marked as resolved. > Yep. it would be nice. It might even happen someday :) . > Any feedback would be appreciated! > > Tauren > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- Pelcgb-serrqbz abj! From tobiasb at tobiasb.funcom.com Tue May 16 13:09:30 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Tue, 16 May 2000 19:09:30 +0200 (MET DST) Subject: [rt-users] Difference between ages In-Reply-To: Message-ID: > I've looked through the list archives and read the manual, but I'm not clear > on the difference between: "Told", "Age", and "Last". Here's my guesses: > > Last: the amount of time since a request was last responded to > Age: the amount of time since a request was created > Told: ... no idea ... Hm ... this question has been asked before, maybe it should be included in the FAQ? At least it is in some docs there. Last is the last action ... regardless of whether it's from or to the requestor, or if it's a comment. Told is last time we touched the user somehow. There is a link to update this from RT that should be used when communication is done outside RT. > It would be nice to know the total time that a request took from when it was > opened until when it was resolved. In other words, if the clock would "stop > clicking" for a request once it had been marked as resolved. This is the secound request for this feature in a short time now. It sounds like a nice feature to me. Anyway, we have to priority a stable and usable 2.0 release as for now. -- tobix at fsck.com From RouillardJ at brevard.cc.fl.us Tue May 16 15:29:23 2000 From: RouillardJ at brevard.cc.fl.us (Rouillard, John) Date: Tue, 16 May 2000 15:29:23 -0400 Subject: [rt-users] Difference between ages Message-ID: <3B81D5C07C3BD111865E0000F877302901D9CAAF@cocoaex.brevard.cc.fl.us> > It would be nice to know the total time that a request took from when it was > opened until when it was resolved. In other words, if the clock would "stop > clicking" for a request once it had been marked as resolved. This is an implementation detail, but I have created a shell script that does this very thing. One problem is that a request can have multiple resolves. This was a problem for my shell script that I "fixed" using tail. I can't seem to find an sql solution for MySQL though. My suggestion is to add a "state_last_changed_date" a part of the request (add a field/column in the each_req table I think) and not have to be derived from searching the transaction data. Any change to the state would set the date field. This would make it easy to get the following items of info: How long has a stalled request been stalled (now - state_last_changed_date). How long did it take to resolve this request (state_last_changed_date - created_date) which seem to be very useful tracking statistics. The last_action_date field doesn't quite do it since comments can be added to a ticket without changing its state. Quips, comments, suggestions, answers? Followups should go to rt-develop. -- rouilj From darren at catchword.com Tue May 16 17:45:40 2000 From: darren at catchword.com (Darren Nickerson) Date: Tue, 16 May 2000 22:45:40 +0100 Subject: [rt-users] html is request subjects breaking webrt.cgi, and a queestion In-Reply-To: Message from Darren Nickerson of "Sat, 13 May 2000 22:49:51 BST." <200005132149.WAA06810@dazza.catchword.co.uk> Message-ID: <200005162145.WAA09230@dazza.catchword.co.uk> Nothing. Hmmmm. Okay, I'll let the "broken pages dues to html in subject" slide. But the second issue I'd like to try once more on. The web interface seems to only allow me to view the entire queue. The resulting table is so big it hammers netscape. Essentially, the web interface becomes useless. Is it not possible to view only (for instance) the last 100 requests? Has nobody implemented anything like this? I must be way behind the hardware curve if you can use this on a large queue in anything approaching realtime. -Darren From jesse at fsck.com Tue May 16 17:52:01 2000 From: jesse at fsck.com (Jesse) Date: Tue, 16 May 2000 17:52:01 -0400 Subject: [rt-users] html is request subjects breaking webrt.cgi, and a queestion In-Reply-To: <200005162145.WAA09230@dazza.catchword.co.uk>; from darren@catchword.com on Tue, May 16, 2000 at 10:45:40PM +0100 References: <200005162145.WAA09230@dazza.catchword.co.uk> Message-ID: <20000516175201.C5710@pallas.fsck.com> On Tue, May 16, 2000 at 10:45:40PM +0100, Darren Nickerson wrote: > > Nothing. Hmmmm. Okay, I'll let the "broken pages dues to html in subject" > slide. But the second issue I'd like to try once more on. > > The web interface seems to only allow me to view the entire queue. The > resulting table is so big it hammers netscape. Essentially, the web interface > becomes useless. > You _can_ apply ohter filters. > Is it not possible to view only (for instance) the last 100 requests? Has > nobody implemented anything like this? I must be way behind the hardware curve > if you can use this on a large queue in anything approaching realtime. > Generally, at sites I've been at, if you have more than 100 open tickets in a single queue and can't filter on owner, it's time to split the queue for administrative reasons greater than "RT can't deal" A page-by-page viewer has been hacked together by various people at various times, though I've never used one. 2.0 will have something like this. > -Darren > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- Linux is like a Vorlon. It is incredibly powerful, gives terse, cryptic answers and has a lot of things going on in the background. From darren at catchword.com Tue May 16 18:13:01 2000 From: darren at catchword.com (Darren Nickerson) Date: Tue, 16 May 2000 23:13:01 +0100 Subject: [rt-users] html is request subjects breaking webrt.cgi, and a queestion In-Reply-To: Message from Jesse of "Tue, 16 May 2000 17:52:01 EDT." <20000516175201.C5710@pallas.fsck.com> Message-ID: <200005162213.XAA09569@dazza.catchword.co.uk> Thanks for the reply Jesse! >>>>> On Tue, 16 May 2000, "Jesse" == Jesse wrote: Jesse> On Tue, May 16, 2000 at 10:45:40PM +0100, Darren Nickerson wrote: +> Nothing. Hmmmm. Okay, I'll let the "broken pages dues to html in subject" +> slide. But the second issue I'd like to try once more on. +> The web interface seems to only allow me to view the entire queue. The +> resulting table is so big it hammers netscape. Essentially, the web +> interface becomes useless. Jesse> You _can_ apply ohter filters. Ermph, you mean with the existing toolset? Status is open for all of these requests, only one queue, for picking requests we are interested in ones which are not owned, requestor = any. Still MASSIVE numbers. +> Is it not possible to view only (for instance) the last 100 requests? Has +> nobody implemented anything like this? I must be way behind the hardware +> curve if you can use this on a large queue in anything approaching +> realtime. Jesse> Generally, at sites I've been at, if you have more than 100 open Jesse> tickets in a single queue and can't filter on owner, it's time to Jesse> split the queue for administrative reasons greater than "RT can't Jesse> deal" This is for a massively overloaded support line for a free service. We do what we can, when we can. Every once in awhile I'll resolve a few hundred, as will my colleagues. Jesse> A page-by-page viewer has been hacked together by various people at Jesse> various times, though I've never used one. 2.0 will have something Jesse> like this. Since rtq itself does not even have a `-limit 100` type of option, this looks like pretty hard work. Damn, wish I had thought this through a bit better, the ReqNG WWW interface had this (IMHO essential) feature, and I just took it for granted that so would webrt.cgi. My upgrade has completely crippled my support line! :-( -Darren From jesse at fsck.com Tue May 16 18:15:09 2000 From: jesse at fsck.com (Jesse) Date: Tue, 16 May 2000 18:15:09 -0400 Subject: [rt-users] html is request subjects breaking webrt.cgi, and a queestion In-Reply-To: <200005162213.XAA09569@dazza.catchword.co.uk>; from darren@catchword.com on Tue, May 16, 2000 at 11:13:01PM +0100 References: <200005162213.XAA09569@dazza.catchword.co.uk> Message-ID: <20000516181509.E5710@pallas.fsck.com> It'd actually not be _too_ bad to add. SQL has a LIMIT To statement. if you comb through the CVS archives versions tagged at ~ 1-1-1 or 1-1-2 should have this functionality that you might be able to backport into 1.0. On Tue, May 16, 2000 at 11:13:01PM +0100, Darren Nickerson wrote: > > Thanks for the reply Jesse! > > >>>>> On Tue, 16 May 2000, "Jesse" == Jesse wrote: > > Jesse> On Tue, May 16, 2000 at 10:45:40PM +0100, Darren Nickerson wrote: > > +> Nothing. Hmmmm. Okay, I'll let the "broken pages dues to html in subject" > +> slide. But the second issue I'd like to try once more on. > > +> The web interface seems to only allow me to view the entire queue. The > +> resulting table is so big it hammers netscape. Essentially, the web > +> interface becomes useless. > > Jesse> You _can_ apply ohter filters. > > Ermph, you mean with the existing toolset? Status is open for all of these > requests, only one queue, for picking requests we are interested in ones which > are not owned, requestor = any. Still MASSIVE numbers. > > +> Is it not possible to view only (for instance) the last 100 requests? Has > +> nobody implemented anything like this? I must be way behind the hardware > +> curve if you can use this on a large queue in anything approaching > +> realtime. > > Jesse> Generally, at sites I've been at, if you have more than 100 open > Jesse> tickets in a single queue and can't filter on owner, it's time to > Jesse> split the queue for administrative reasons greater than "RT can't > Jesse> deal" > > This is for a massively overloaded support line for a free service. We do what > we can, when we can. Every once in awhile I'll resolve a few hundred, as will > my colleagues. > > Jesse> A page-by-page viewer has been hacked together by various people at > Jesse> various times, though I've never used one. 2.0 will have something > Jesse> like this. > > Since rtq itself does not even have a `-limit 100` type of option, this looks > like pretty hard work. Damn, wish I had thought this through a bit better, the > ReqNG WWW interface had this (IMHO essential) feature, and I just took it for > granted that so would webrt.cgi. My upgrade has completely crippled my support > line! :-( > > -Darren > > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- Emacs is a pretty good operating system, but Unix has a better editor. From jdfalk at mail-abuse.org Tue May 16 19:12:26 2000 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Tue, 16 May 2000 16:12:26 -0700 Subject: [rt-users] Default templates not working? Message-ID: <20000516161226.F683@mail-abuse.org> I figured this was a permissions problem, so I ran 'gmake fixperms' and then even 'gmake upgrade' but am still having the same issue (on FreeBSD 3.4.) Basically, instead of the default template, I get: The specified template is missing or inaccessable. (/local/maps/rt/etc/templates/queues/ticket-system/autoreply) However, the custom content which was supposed to fill the template was: ...and nothing else. I'm sure I'm just missing something dumb.... -- J.D. Falk "Laughter is the sound Product Manager that knowledge makes when it's born." Mail Abuse Prevention System LLC -- The Cluetrain Manifesto From tauren at servlets.net Wed May 17 01:48:47 2000 From: tauren at servlets.net (Tauren Mills) Date: Tue, 16 May 2000 22:48:47 -0700 Subject: [rt-users] Can't get mail responses working Message-ID: Help! I have installed RT 1.0.2 on one server for testing purposes. We have decided that we want to use it, so I've now done a complete install on a production server. As far as I can tell, everything is exactly the same in the configuration of each RT installation. However, the production server doesn't quite work right and I can't figure out why. If a message is sent via email to the queue, the sender gets the autoresponse back quickly. The web interface shows a new ticket and displays the original message properly. However, the queue members never get any notification via email. Furthermore, any responses made to the message via the web interface get sent to the original requestor, the response gets displayed on the web site, but none of the queue members get a copy of the message. In all cases when a help desk person sends a message (via the web or email), the original requestor is the only person who gets a copy of it. I've tried reconfiguring the queue in many ways. I've basically checked every checkbox there is (and all sorts of other combinations) trying to get ANY transaction to get emailed to the queue members. I've made all queue members have Admin rights to the entire RT system and set them with Admin rights for the queue. Nothing is changing the wrong behavior. I'm testing using the address "support-rt at servlets.net". My aliases file has this in it: support-rt: |"/home/rt/rt-1.0.2/bin/rt-mailgate Support correspond" My Queue name is "Support". Any ideas what might be causing this to happen? What other information should I provide? What would really help me is to find out if RT has a "debug" mode. Is there some way to log what it is doing to a log file? Could there be an error occurring when it tries to send mail to the queue members that is being recorded somewhere? Thanks! Tauren From tauren at servlets.net Wed May 17 02:22:31 2000 From: tauren at servlets.net (Tauren Mills) Date: Tue, 16 May 2000 23:22:31 -0700 Subject: [rt-users] Can't get mail responses working In-Reply-To: Message-ID: Sorry to bother everyone. I spoke a little prematurely. It turns out that it had nothing to do with RT and was a mail server configuration issue. Somehow the mail server was trying to route mail to an IP number that did not have an active interface running for it. So the mail was being rejected. I am still interested in any debug or logging features of RT. Tauren > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Tauren Mills > Sent: Tuesday, May 16, 2000 10:49 PM > To: rt-users at fsck.com > Subject: [rt-users] Can't get mail responses working > > > Help! > > I have installed RT 1.0.2 on one server for testing purposes. We have > decided that we want to use it, so I've now done a complete install on a > production server. As far as I can tell, everything is exactly > the same in > the configuration of each RT installation. > > However, the production server doesn't quite work right and I can't figure > out why. If a message is sent via email to the queue, the sender gets the > autoresponse back quickly. The web interface shows a new ticket and > displays the original message properly. However, the queue members never > get any notification via email. > > Furthermore, any responses made to the message via the web interface get > sent to the original requestor, the response gets displayed on > the web site, > but none of the queue members get a copy of the message. In all > cases when > a help desk person sends a message (via the web or email), the original > requestor is the only person who gets a copy of it. > > I've tried reconfiguring the queue in many ways. I've basically checked > every checkbox there is (and all sorts of other combinations) > trying to get > ANY transaction to get emailed to the queue members. I've made all queue > members have Admin rights to the entire RT system and set them with Admin > rights for the queue. Nothing is changing the wrong behavior. > > I'm testing using the address "support-rt at servlets.net". My aliases file > has this in it: > > support-rt: |"/home/rt/rt-1.0.2/bin/rt-mailgate Support correspond" > > My Queue name is "Support". > > Any ideas what might be causing this to happen? What other information > should I provide? > > What would really help me is to find out if RT has a "debug" > mode. Is there > some way to log what it is doing to a log file? Could there be an error > occurring when it tries to send mail to the queue members that is being > recorded somewhere? > > Thanks! > > Tauren > > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From op at atnet.at Wed May 17 09:44:22 2000 From: op at atnet.at (Othmar Pasteka) Date: Wed, 17 May 2000 15:44:22 +0200 Subject: [rt-users] questions on action method Message-ID: <20000517154422.C19312@debian.atnet.at> hi, i am setting up rt for my company, so another one is using it ;). anyway, i tried the email interface on manipulating tickets. it works well, and i think the action queue is for this purpose (manipulating tickets via email). if i am wrong then my following questions might also be wrong. i mail the action queue, the commands are executed as i expected, but i alway get an error from rt: There has been an error: There has been an error with your request: Your message is reproduced below: and below the sent email with the headers and of course, without any text in the body. can some1 tell me how this works in more detail or what i might have configured wrong that i get the error msg?\ thanks in advance Othmar From op at atnet.at Wed May 17 11:07:03 2000 From: op at atnet.at (Othmar Pasteka) Date: Wed, 17 May 2000 17:07:03 +0200 Subject: [rt-users] problems with mail interface Message-ID: <20000517170702.E19312@debian.atnet.at> hi, i tried the following two email commands: %RT SET due 65 05/18/00 %RT SET status 64 (closed yes) but they don't get recognized i.e. no action is taken. well nearly no action is taken: wenn iwant to change the date i get: RT: Date due changed to Thu, Jan 1 1970 01:00:00 (225) and when i try to change the status i just get a message that i am authenticated what i already know, so doesn't make sense to me. here are the two commands from %RT HELP which i got and on which based the formatting of my commands: %RT SET due will set request 's due date to . should probably be in the form MM/DD/YY. %RT SET status (open|closed|stalled|dead yes) will set request 's status to (open|closed|stalled|dead). thanks and so long Othmar From feargal at lucrece.office.thecia.ie Wed May 17 13:54:18 2000 From: feargal at lucrece.office.thecia.ie (Feargal Reilly) Date: Wed, 17 May 2000 18:54:18 +0100 Subject: [rt-users] Default templates not working? In-Reply-To: Message from "J.D. Falk" of "Tue, 16 May 2000 16:12:26 PDT." <20000516161226.F683@mail-abuse.org> Message-ID: <200005171754.SAA43156@lucrece.office.thecia.ie> Your permissions for the rt/etc/templates/queues//* should be rwx, and owned by rt. If those files don't exist, then rt is probably having problems setting up the queue in the first place. Check the permissions on rt/lib/generic_templates - They should also be rwx and owned by rt. If not, then rt won't be able to create the templates for your queue. -Feargal. Feargal Reilly, Systems administrator, The CIA. From feargal at lucrece.office.thecia.ie Wed May 17 14:32:47 2000 From: feargal at lucrece.office.thecia.ie (Feargal Reilly) Date: Wed, 17 May 2000 19:32:47 +0100 Subject: [rt-users] Can't get mail responses working In-Reply-To: Message from "Tauren Mills" of "Tue, 16 May 2000 22:48:47 PDT." Message-ID: <200005171832.TAA43208@lucrece.office.thecia.ie> As far as I know, but I could be wrong, you also should have a /etc/aliases entry support-rt-action: |"/home/rt/rt-1.0.2/bin/rt-mailgate Support action" What may also be a problem, is that your queue is called support-rt , but the mailgate argument is Support. The uppercase S may screw things up... I'm not sure about logging, but try entering non-existent email addresses in. This should generate mailer daemon errors that will which whoever gets the root mail - at least you'll know it's trying to send. (Actually, I think you'll have to fake mail from another host, or something.) Sendmail should log in /var/log, and if you look at your web-server logs, it may also contain references. Just guesses, but hey... -Feargal. Feargal Reilly, Systems Administrator, The CIA. +353-86-8157621 From STamura at ascentrausa.com Wed May 17 13:37:57 2000 From: STamura at ascentrausa.com (Tamura, Sam) Date: Wed, 17 May 2000 10:37:57 -0700 Subject: [rt-users] More RT questions Message-ID: <973E73F36C1ED3118F7100A0C9D5BA5F3707A0@EMAIL> Never saw an answer to this question and I am facing the same issue. Did anyone send an answer off-list? If so, could you send me some suggestions also? Thanks. Sam -----Original Message----- From: Dave (Grizz) Glaser [mailto:dsglaser at mtu.edu] Sent: Tuesday, May 09, 2000 8:54 AM To: rt-users at lists.fsck.com Subject: [rt-users] More RT questions [...] Is there anyway to remove the email headers from correspondence in rt? 99.9% of our requests are sent from within our dept so I don't need to know where it was from, what mailer was used, etc. If I go back and forth with someone for a while, the correspondence list can get quite long and much of that is headers. [...] From feargal at lucrece.office.thecia.ie Wed May 17 15:20:53 2000 From: feargal at lucrece.office.thecia.ie (Feargal Reilly) Date: Wed, 17 May 2000 20:20:53 +0100 Subject: [rt-users] More RT questions In-Reply-To: Message from "Tamura, Sam" of "Wed, 17 May 2000 10:37:57 PDT." <973E73F36C1ED3118F7100A0C9D5BA5F3707A0@EMAIL> Message-ID: <200005171920.UAA43317@lucrece.office.thecia.ie> I recall a horrible hack in (I think) rt/lib/support/mail.pm to strip headers. It's actually commented out, and I haven't looked too closely at it. Jesse put it there, but then appeared to change his mind. -Feargal. Feargal Reilly, Systems Administrator, The CIA. +353-86-8157621. From jesse at fsck.com Wed May 17 14:24:55 2000 From: jesse at fsck.com (Jesse) Date: Wed, 17 May 2000 14:24:55 -0400 Subject: [rt-users] More RT questions In-Reply-To: <200005171920.UAA43317@lucrece.office.thecia.ie>; from feargal@lucrece.office.thecia.ie on Wed, May 17, 2000 at 08:20:53PM +0100 References: <200005171920.UAA43317@lucrece.office.thecia.ie> Message-ID: <20000517142455.B24657@pallas.fsck.com> On Wed, May 17, 2000 at 08:20:53PM +0100, Feargal Reilly wrote: > I recall a horrible hack in (I think) rt/lib/support/mail.pm to strip headers. > It's actually commented out, and I haven't looked too closely at it. Jesse put > it there, but then appeared to change his mind. > Actually Tobias or Charlie put it there. I didn't agree with it. The good news is that this should be easier in the new code. > -Feargal. > > Feargal Reilly, > Systems Administrator, > The CIA. > +353-86-8157621. > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- "If IBM _wanted_ to make clones, we could make them cheaper and faster than anyone else!" - An IBM Rep. visiting Vassar College's Comp Sci Department. From tobiasb at tobiasb.funcom.com Wed May 17 14:40:32 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 17 May 2000 20:40:32 +0200 (MET DST) Subject: [rt-users] More RT questions In-Reply-To: <20000517142455.B24657@pallas.fsck.com> Message-ID: > Actually Tobias or Charlie put it there. I didn't agree with it. > The good news is that this should be easier in the new code. Probably me. I think our version here is modified to cut the headers away from outbound messages (to the requestor) but not to the queue members. I think that's the most logical thing to do. And, yeah, luckily this is very configurable in the upcoming version :) -- tobix at fsck.com From rotman at inode.at Wed May 17 14:56:36 2000 From: rotman at inode.at (robert rotman) Date: Wed, 17 May 2000 20:56:36 +0200 (CEST) Subject: [rt-users] only display latest entries in the queue Message-ID: hi, how can i limit the queue-display. i've now 10.000 of entries. when i like to have a look at the resolved entries my netscape is exploding;) maby there's a dirty quick hack before the new version. robert From ericg at cats.ucsc.edu Wed May 17 14:56:56 2000 From: ericg at cats.ucsc.edu (Eric Goodman) Date: Wed, 17 May 2000 11:56:56 -0700 Subject: [rt-users] problems with mail interface In-Reply-To: <20000517170702.E19312@debian.atnet.at> References: <20000517170702.E19312@debian.atnet.at> Message-ID: >hi, > >i tried the following two email commands: > >%RT SET due 65 05/18/00 >%RT SET status 64 (closed yes) > >but they don't get recognized i.e. no action is taken. well >nearly no action is taken: >wenn iwant to change the date i get: >RT: Date due changed to Thu, Jan 1 1970 01:00:00 (225) > There is a bug in rt/lib/rt/ui/mail/manipulate.pm in the "SET due" handler. The function call ($trans, $message)= &rt::change_due_date($serial_no, $date_due, $current_user); is wrong. The second argument should be "$due_date", not "$date_due". Also, there's another minor error in the "date_parse" routine in rt/lib/rt/support/utils.pm. This routine will parse, e.g., 4/30/00 as month=4, day=30, year=2000, but timelocal (to which this value is later passed) expects months counting from 0, so most of the "$month = $n" should really be "$month = $n - 1". I haven't looked at the set status "closed" command, but the command: %RT RESOLVE 64 should work. --- Eric -- Eric Goodman | "The opinions expressed by Eric do not Workstation Support Group | represent the opinions of anyone who UC Santa Cruz | matters." ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" From ericg at cats.ucsc.edu Wed May 17 14:59:19 2000 From: ericg at cats.ucsc.edu (Eric Goodman) Date: Wed, 17 May 2000 11:59:19 -0700 Subject: [rt-users] Stripping Headers Message-ID: >>Never saw an answer to this question and I am facing the same issue. Did >>anyone send an answer off-list? If so, could you send me some suggestions >>also? I sent this a while ago: ======================================================================= >Is there a simple way to strip out headers from incoming emails, >or have them not visible in the tickets? For the web form of in outgoing mail? In rt/lib/rt/ui/web/manipulate.pm there's a line deep in the "print_history_tables" subroutine: "&rt::ui::web::print_transaction( 'all', 'received', ... )" If you change 'all' to 'none' headers are not displayed in the web forms (or you can change it to something like 'to|from|subject' to just display the selected headers). If you are talking about headers that are in the outgoing mail generated by RT, in rt/lib/rt/ui/mail/manipulate.pm the last line of the "munge_content" subroutine is $content = $body . "\n\n--- Headers Follow ---\n\n" . $headers; If you change that line to: $content = $body; the headers are stripped from the mail messages. Some caveats: o This is all in RT 1.0.2. o I am not an official (or even semi-official) developer for RT, so don't have any experience with what the side effects of such changes might be. o Stripping the headers may not always be a good idea (even if it works) if there is possibility of confusion as to where a message came from before RT works with it. --- Eric -- Eric Goodman | "The opinions expressed by Eric do not Workstation Support Group | represent the opinions of anyone who UC Santa Cruz | matters." ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" From jesse at fsck.com Wed May 17 15:28:17 2000 From: jesse at fsck.com (Jesse) Date: Wed, 17 May 2000 15:28:17 -0400 Subject: [rt-users] problems with mail interface In-Reply-To: ; from ericg@cats.ucsc.edu on Wed, May 17, 2000 at 11:56:56AM -0700 References: <20000517170702.E19312@debian.atnet.at> Message-ID: <20000517152817.F24657@pallas.fsck.com> Cool. thanks. The mail gateway has never gotten a lot of testing or use :/ I'll put this into 1.0.cvs sometime in the near future. On Wed, May 17, 2000 at 11:56:56AM -0700, Eric Goodman wrote: > >hi, > > > >i tried the following two email commands: > > > >%RT SET due 65 05/18/00 > >%RT SET status 64 (closed yes) > > > >but they don't get recognized i.e. no action is taken. well > >nearly no action is taken: > >wenn iwant to change the date i get: > >RT: Date due changed to Thu, Jan 1 1970 01:00:00 (225) > > > > There is a bug in rt/lib/rt/ui/mail/manipulate.pm in the "SET due" > handler. The function call > > ($trans, $message)= > &rt::change_due_date($serial_no, $date_due, $current_user); > > is wrong. The second argument should be "$due_date", not "$date_due". > > Also, there's another minor error in the "date_parse" routine in > rt/lib/rt/support/utils.pm. This routine will parse, e.g., 4/30/00 as > month=4, day=30, year=2000, but timelocal (to which this value is > later passed) expects months counting from 0, so most of the "$month > = $n" should really be "$month = $n - 1". > > I haven't looked at the set status "closed" command, but the command: > > %RT RESOLVE 64 > > should work. > > --- Eric > > -- > Eric Goodman | "The opinions expressed by Eric do not > Workstation Support Group | represent the opinions of anyone who > UC Santa Cruz | matters." > ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- 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 tobiasb at tobiasb.funcom.com Wed May 17 15:28:07 2000 From: tobiasb at tobiasb.funcom.com (Tobias Brox) Date: Wed, 17 May 2000 21:28:07 +0200 (MET DST) Subject: [rt-users] only display latest entries in the queue In-Reply-To: Message-ID: > how can i limit the queue-display. > i've now 10.000 of entries. > > when i like to have a look at the resolved entries my netscape is > exploding;) > > maby there's a dirty quick hack before the new version. Somebody wrote a quick and dirty hack for it, but I don't know if the patch can be applied to the latest 1.0-code. -- tobix at fsck.com From tauren at servlets.net Wed May 17 15:40:18 2000 From: tauren at servlets.net (Tauren Mills) Date: Wed, 17 May 2000 12:40:18 -0700 Subject: [rt-users] Can't get mail responses working In-Reply-To: <200005171832.TAA43208@lucrece.office.thecia.ie> Message-ID: Thanks for the help! > As far as I know, but I could be wrong, you also should have a > /etc/aliases > entry > support-rt-action: |"/home/rt/rt-1.0.2/bin/rt-mailgate Support action" I actually did have that as well, but it turns out that it was not the problem. Since it was completely mail server related and not RT related, I won't go into details. I made the new RT system go live today, so I now have these entries: support: |"/home/rt/rt-1.0.2/bin/stripmime.pl Support correspond" support-action: |"/home/rt/rt-1.0.2/bin/rt-mailgate Support action" What exactly is support-action used for? Does the system need it to be there if you only use the web interface? Is it only used if we want to send commands to the system via email? > What may also be a problem, is that your queue is called > support-rt , but the > mailgate argument is Support. The uppercase S may screw things up... The capital "S" doesn't seem to screw things up. I made it a capital on purpose because I was trying to get some modifications to work. I still haven't found a good solution, so maybe someone else has an idea. Here's what I need to do: I have 3 queues: support at servlets.net, sales at servlets.net, billing at servlets.net I've named these: Support, Sales, Billing When any of our engineers responds to a request, we want the from address to NOT include their personal name and address. The From: header should be one of these: Servlets.Net Support Servlets.Net Sales Servlets.Net Billing To accomplish this, every queue member has a name of "Servlets.Net" instead of their real name. I then modified the lib/rt/support/mail.pm file so that the From: header looks like this: From: $friendly_name $in_queue_id <$temp_mail_alias> Instead of this: From: $friendly_name <$temp_mail_alias> This only sort-of works. It ends up putting the word "Support", "Sales", or "Billing" after the requestor's name, and the "Request Tracker" name, and so forth. I'm still working on a solution, but it will probably end up being a little more complicated than the simple attempt I made above. Any ideas how to make this work? Tauren From tauren at servlets.net Wed May 17 15:43:09 2000 From: tauren at servlets.net (Tauren Mills) Date: Wed, 17 May 2000 12:43:09 -0700 Subject: [rt-users] Spell checker Message-ID: Does anyone know of an ActiveX, Java, or Javascript spell checker? I'd like to modify the response HTML to force a spell check of the text being sent to the customer before the response is sent. I'm thinking it would be easiest to accomplish this by having a little Javascript do some checks before the form is submitted. The textarea contents could be passed to an ActiveX or Java control (or maybe even a bloated Javascript command) that would pop up a spell check window prior to sending. Thoughts? Tauren From tauren at servlets.net Wed May 17 16:09:50 2000 From: tauren at servlets.net (Tauren Mills) Date: Wed, 17 May 2000 13:09:50 -0700 Subject: [rt-users] Reply-to: setting changes From: setting Message-ID: While testing one of our RT queues (support at servlets.net), I have discovered the following: Microsoft Outlook configured WITHOUT a Reply Address ---------------------------------------------------- 1. Outlook is configured without any Reply-To: address. This is configured in Tools->Accounts->Mail tab->select account name->click Properties->select General tab->Reply Address. Only the From: address is configured. 2. I compose a message to support at servlets.net and send it. 3. Our support engineers in the Support queue get an email with a from header that says the User Information Name configured for the Outlook Account. 4. We are happy since this is what we want! Microsoft Outlook configured WITH a Reply Address ------------------------------------------------- 1. Outlook is configured with a Reply-To: address in addition to a From: address. This is configured in Tools->Accounts->Mail tab->select account name->click Properties->select General tab->Reply Address. 2. I compose a message to support at servlets.net and send it. 3. Our support engineers in the Support queue get an email with a from header that says "Servlets.Net Support ". The user name is not included even though the User Information Name configured for the Outlook Account has valid information. 4. We are NOT happy since we can't tell very easily who is sending us email! ---------------- I'm assuming this is the case with other email clients. Outlook is the only one I've tested so far. We are finding that some of the requests coming from our customers have their name in the from field and many do not. Why would the Reply-To: field make any difference in how this works? Thanks, Tauren From jesse at fsck.com Wed May 17 16:12:43 2000 From: jesse at fsck.com (Jesse) Date: Wed, 17 May 2000 16:12:43 -0400 Subject: [rt-users] Reply-to: setting changes From: setting In-Reply-To: ; from tauren@servlets.net on Wed, May 17, 2000 at 01:09:50PM -0700 References: Message-ID: <20000517161243.N24657@pallas.fsck.com> RT prefers the reply-to address over the from address when figuring out who a request is from. On Wed, May 17, 2000 at 01:09:50PM -0700, Tauren Mills wrote: > While testing one of our RT queues (support at servlets.net), I have discovered > the following: > > Microsoft Outlook configured WITHOUT a Reply Address > ---------------------------------------------------- > > 1. Outlook is configured without any Reply-To: address. This is configured > in Tools->Accounts->Mail tab->select account name->click Properties->select > General tab->Reply Address. Only the From: address is configured. > > 2. I compose a message to support at servlets.net and send it. > > 3. Our support engineers in the Support queue get an email with a from > header that says the User Information Name configured for the Outlook > Account. > > 4. We are happy since this is what we want! > > > Microsoft Outlook configured WITH a Reply Address > ------------------------------------------------- > 1. Outlook is configured with a Reply-To: address in addition to a From: > address. This is configured in Tools->Accounts->Mail tab->select account > name->click Properties->select General tab->Reply Address. > > 2. I compose a message to support at servlets.net and send it. > > 3. Our support engineers in the Support queue get an email with a from > header that says "Servlets.Net Support ". The user > name is not included even though the User Information Name configured for > the Outlook Account has valid information. > > 4. We are NOT happy since we can't tell very easily who is sending us > email! > > ---------------- > > I'm assuming this is the case with other email clients. Outlook is the only > one I've tested so far. We are finding that some of the requests coming > from our customers have their name in the from field and many do not. > > Why would the Reply-To: field make any difference in how this works? > > Thanks, > Tauren > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- After all, it's not every day you meet up with an evil power -M. Bulgakov From tauren at servlets.net Wed May 17 16:15:47 2000 From: tauren at servlets.net (Tauren Mills) Date: Wed, 17 May 2000 13:15:47 -0700 Subject: [rt-users] Reply-to: setting changes From: setting In-Reply-To: <20000517161243.N24657@pallas.fsck.com> Message-ID: Thanks Jesse, However, it seems like I'm seeing exactly the opposite behaviour. Tauren > -----Original Message----- > From: Jesse [mailto:jesse at fsck.com] > Sent: Wednesday, May 17, 2000 1:13 PM > To: Tauren Mills > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] Reply-to: setting changes From: setting > > > RT prefers the reply-to address over the from address when > figuring out who a request is from. > > On Wed, May 17, 2000 at 01:09:50PM -0700, Tauren Mills wrote: > > While testing one of our RT queues (support at servlets.net), I > have discovered > > the following: > > > > Microsoft Outlook configured WITHOUT a Reply Address > > ---------------------------------------------------- > > > > 1. Outlook is configured without any Reply-To: address. This > is configured > > in Tools->Accounts->Mail tab->select account name->click > Properties->select > > General tab->Reply Address. Only the From: address is configured. > > > > 2. I compose a message to support at servlets.net and send it. > > > > 3. Our support engineers in the Support queue get an email with a from > > header that says the User Information Name configured for the Outlook > > Account. > > > > 4. We are happy since this is what we want! > > > > > > Microsoft Outlook configured WITH a Reply Address > > ------------------------------------------------- > > 1. Outlook is configured with a Reply-To: address in addition to a From: > > address. This is configured in Tools->Accounts->Mail > tab->select account > > name->click Properties->select General tab->Reply Address. > > > > 2. I compose a message to support at servlets.net and send it. > > > > 3. Our support engineers in the Support queue get an email with a from > > header that says "Servlets.Net Support ". > The user > > name is not included even though the User Information Name > configured for > > the Outlook Account has valid information. > > > > 4. We are NOT happy since we can't tell very easily who is sending us > > email! > > > > ---------------- > > > > I'm assuming this is the case with other email clients. > Outlook is the only > > one I've tested so far. We are finding that some of the requests coming > > from our customers have their name in the from field and many do not. > > > > Why would the Reply-To: field make any difference in how this works? > > > > Thanks, > > Tauren > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > ------------------------------------------------------------- > After all, it's not every day you meet up with an evil power > -M. Bulgakov From anil at recoil.org Wed May 17 16:35:33 2000 From: anil at recoil.org (Anil Madhavapeddy) Date: Wed, 17 May 2000 21:35:33 +0100 Subject: [rt-users] Spell checker In-Reply-To: Message-ID: Tauren Mills wrote: > > Does anyone know of an ActiveX, Java, or Javascript spell checker? I'd like > to modify the response HTML to force a spell check of the text being sent to > the customer before the response is sent. I'm thinking it would be easiest > to accomplish this by having a little Javascript do some checks before the > form is submitted. The textarea contents could be passed to an ActiveX or > Java control (or maybe even a bloated Javascript command) that would pop up > a spell check window prior to sending. > You'd possibly be better hacking the scripts to pass the response through one of the command line spell checking tools such as ispell or aspell. Haven't looked at the code, so not sure how hard it would be to add a new POST action to the scripts, but it may be an easy hack, and could be an easy alternative to client-side spell checking. -- Anil Madhavapeddy, From jdfalk at mail-abuse.org Wed May 17 16:44:58 2000 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Wed, 17 May 2000 13:44:58 -0700 Subject: [rt-users] Default templates not working? In-Reply-To: <200005171754.SAA43156@lucrece.office.thecia.ie>; from feargal@lucrece.office.thecia.ie on Wed, May 17, 2000 at 06:54:18PM +0100 References: <200005171754.SAA43156@lucrece.office.thecia.ie> Message-ID: <20000517134458.E24003@mail-abuse.org> On 05/17/00, Feargal Reilly wrote: > Your permissions for the rt/etc/templates/queues//* should be rwx, > and owned by rt. > If those files don't exist, then rt is probably having problems setting up the > queue in the first place. Hmm, that must be it; they don't exist, though the rest of the queue seems fine. > Check the permissions on rt/lib/generic_templates - They should also be rwx > and owned by rt. If not, then rt won't be able to create the templates for > your queue. Those are okay now, but might not have been with some of the earlier queue creations. However, after I ran 'make fixperms' and created a new queue, it was still b0rken. Any other things I should check? -- J.D. Falk "Laughter is the sound Product Manager that knowledge makes when it's born." Mail Abuse Prevention System LLC -- The Cluetrain Manifesto From feargal at lucrece.office.thecia.ie Wed May 17 17:50:59 2000 From: feargal at lucrece.office.thecia.ie (Feargal Reilly) Date: Wed, 17 May 2000 22:50:59 +0100 Subject: [rt-users] only display latest entries in the queue In-Reply-To: Message from robert rotman of "Wed, 17 May 2000 20:56:36 +0200." Message-ID: <200005172150.WAA43590@lucrece.office.thecia.ie> The problem with a quick hack is that the same select is made from the cli as from the web ui, and the mail ui. The quickest and dirtiest hack is to change rt/lib/database.pm line 199 as follows: amend 'ORDER BY id"' to read 'ORDER BY id DESC LIMIT 100"' This will only show the last 100 most recent requests. but this kinda renders RT just barely useful. A less ugly, but more time consuming option would be to create a new variable called display_limit_value, set by default to, maybe 50. that line would then read 'ORDER BY id DESC LIMIT $display_limit_value"' Then you could add a filter (rt/lib/rt/ui/web/forms.pm) to change that value. Then make sure that value is passed around to database.pm. Of course then, you'd want to add an argument to the cli, otherwise you'd just get the default number of reqs displayed from there too. The other thing you could do, is edit the filters to disable listing of resolved requests, thus stopping people crashing themselevs out. If people need to look at a resolved request, and don't know the ticket number, then either use the cli and grep, or if the subject isn't descriptive, try grep -Ri 'keyword' whilst in rt/transactions/ I'd probably try hacking it myself, but I'm figuring a stable, stable RT v2.0 isn't that far away, and I'll just make do with RT's eccentricities until then. -Feargal. Feargal Reilly, Systems Administrator, The CIA. +353-86-8157621. From feargal at lucrece.office.thecia.ie Wed May 17 20:11:12 2000 From: feargal at lucrece.office.thecia.ie (Feargal Reilly) Date: Thu, 18 May 2000 01:11:12 +0100 Subject: [rt-users] Minor bug thanks to MS/Unix incompatabilities Message-ID: <200005180011.BAA44019@lucrece.office.thecia.ie> Hi, There's a minor bug in RT v. 1.0.1 When a queue member using the web gui for anything, such as creating, commenting, or responding, and content in given in a