From wozz+rt at wookie.net Mon Oct 2 15:33:28 2000 From: wozz+rt at wookie.net (Wozz) Date: Mon, 2 Oct 2000 13:33:28 -0600 Subject: [rt-users] RT 1.3.18. AKA 2.0 Alpha 1 AKA The Bear Suit Release In-Reply-To: <20000918001937.O501@pallas.fsck.com>; from jesse@fsck.com on Mon, Sep 18, 2000 at 12:19:37AM -0400 References: <20000918001937.O501@pallas.fsck.com> Message-ID: <20001002133328.D12521@luvewe.bonch.org> Out of curiosity, does this Alpha support hierarchical tickets? If not, when is that planned? On Mon, Sep 18, 2000 at 12:19:37AM -0400, Jesse wrote: > I'm proud to announce RT 1.3.18. This release satisfies the requirements > I set for RT 2.0 Alpha 1. Thanks to ivan for doing a bit of spot checking > as I got this release ready. For his help, I forced him to name this release. > > If you're up for playing with rough, unpolished but basically functional code, > please download and check out the "Bear Suit" release of RT. Please > direct all questions and comments to rt-devel at lists.fsck.com. > > This release has functional, if fragile, Commandline, Mail and Web > interfaces that should permit all the basic operations that one would > want to perform on a ticket. It's still somewhat rickety and terribly > insecure, but that's why it's just an Alpha. > > Alpha 1 supports both mysql and Oracle (though the oracle support is untested ;) > > Drag a copy down from > http://www.fsck.com/pub/rt/devel/rt-1-3-18.tar.gz or our CMU > mirror: ftp://rhinst.ece.cmu.edu/rt/devel/rt-1-3-18.tar.gz > > and kick the tires a bit. > > I'd caution you not to put it in production yet, as it's likely to lose incoming > tickets if things go wrong in the mail gateway. > > I expect that alpha 2 will come within 2 weeks, but, as always, startup life > has a tendency to get a bit crazy. > > Jesse > > -- > jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com > pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 > ------------------------------------------------------------- > A REAL sysadmin challenge is "resurrect five dead mailserver while so ripped > to the gills on mdma that you can't focus on any given line of text for more > than 10 seconds continuously." > -Nathan Mehl > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From mwilhelm at fugen.com Mon Oct 2 15:57:52 2000 From: mwilhelm at fugen.com (Miriam E. Wilhelm) Date: Mon, 02 Oct 2000 15:57:52 -0400 Subject: [rt-users] help Message-ID: <39D8E8C0.6B12B411@fugen.com> I was wondering if someone can tell me the appropriate uses of Admin Manipulate Display No Access I am in the process of setting up RT at my office and I don't know what type of access to give everyone. ie: if someone has Display access, do they only see what they have created? Thanks, Miriam From cmurrell at texterity.com Tue Oct 3 12:25:03 2000 From: cmurrell at texterity.com (Cameron Murrell) Date: Tue, 3 Oct 2000 12:25:03 -0400 (EDT) Subject: [rt-users] Time stamp for area change Message-ID: Is there a time stamp stored each time the area is changed? I have looked through the source, but have not had any luck tracking this down. Thanks in advance for your help. Cameron -- Texterity -- The Art and Technology of Text ---------------------------------------------------- Cameron H. Murrell cmurrell at texterity.com Software Engineer (508) 804 3050 Texterity, Inc. (508) 804 3110 fax 144 Turnpike Rd. www.texterity.com Southborough, MA 01772 www.textcafe.com ---------------------------------------------------- From jose at cs.utep.edu Tue Oct 3 19:00:44 2000 From: jose at cs.utep.edu (jose) Date: Tue, 3 Oct 2000 17:00:44 -0600 (MDT) Subject: [rt-users] Install/Configure "unknown mailer error 132" Message-ID: <200010032300.e93N0hR10923@cs.utep.edu> Hi, While troubleshooting, I downloaded Perl 5.6 and was getting errors with make test. So, I re-installed the gcc and did not get any more perl 5.6 make test error messages. I recompiled the perl modules such as DBI.pm. RT is working fine now. Thanks, ________________________________________________________________________ Hi, I am trying to install RT 1.0.4. I am getting an "unknown mailer error 132" when generating a ticket. The ticket is generated, but I also get this error in a separate message: ******************* ----- The following addresses had permanent fatal errors ----- |"/usr/local/rt/bin/rt-mailgate general correspond" (reason: 132) (expanded from: ) ----- Transcript of session follows ----- Illegal Instruction 554 5.3.0 |"/usr/local/rt/bin/rt-mailgate general correspond"... unknown mailer error 132 ******************* /etc/mail/aliases rt: |"/usr/local/rt/bin/rt-mailgate general correspond" OS: Solaris 7 RT: 1.0.4 Perl: 5.005_03 CGI.pm: 2.74 DBI: 1.14 Sendmail: 8.10.1 MySQL: 3.22.32 MD5: 2.09 I am guessing that the problem is with suid or smrsh. But, I can run vacation and majordomo. And, I have the installation in /usr/local where I have other suid programs working. Any help is appreciated. Thank you in advance. ________________________________________________________ Jose I. Hernandez Jr. Computer Science Department The University of Texas at El Paso From arclight at jump.net Wed Oct 4 01:25:40 2000 From: arclight at jump.net (arclight at jump.net) Date: Wed, 4 Oct 2000 00:25:40 -0500 Subject: [rt-users] Time stamp for area change In-Reply-To: Message-ID: <200010040525.e945Pgq13168@mail15.jump.net> On 3 Oct 00, at 12:25, Cameron Murrell wrote: > Is there a time stamp stored each time the area is changed? I > have looked through the source, but have not had any luck tracking > this down. Thanks in advance for your help. > > Cameron Yes, you can find when a ticket's area has changed: (example:) # /usr/local/mysql/bin/mysql -u root -p rt Password: *********** mysql> SELECT * FROM transactions WHERE type = 'area' AND actor = 'apthorpe' -> ; +------+--------------+------------+----------+------+------------+------------+ | id | effective_sn | serial_num | actor | type | trans_data | trans_date | +------+--------------+------------+----------+------+------------+------------+ | 307 | 65 | 65 | apthorpe | area | DNS | 965692014 | | 1287 | 58 | 58 | apthorpe | area | AU | 970524921 | | 1314 | 284 | 284 | apthorpe | area | ES | 970593071 | +------+--------------+------------+----------+------+------------+------------+ 3 rows in set (0.01 sec) The SQL query SELECT * FROM transactions WHERE type = 'area' will give you all fields of all transactions where the area was set or changed; the trans_date field contains the serial time of the change (seconds since Epoch, midnight 1/1/1970 GMT) which you can reformat into a more pleasing date. Look at the source of one of the report generators in the contrib directory for examples of how to run your own queries against the RT database. hth, -- Bob From josh at trdlnk.com Wed Oct 4 17:37:58 2000 From: josh at trdlnk.com (Joshua Smith) Date: Wed, 4 Oct 2000 16:37:58 -0500 (CDT) Subject: [rt-users] setting subject of ticket via mail commands Message-ID: <200010042137.QAA10091@diamond.trdlnk.com> I've been trying to set the subject of a ticket via the mail commands and it lets me but it only takes the first word. I've tried enclosing in quotes, but the it just takes the " or the "\w+ but the split breaks up the rest of the string on spaces. I've tried to change this, but my changes didn't work Is there another way to do this via the mail commands? TIA ------------------------------------------------------------------- | Joshua Smith | 200 W. Jackson Blvd. Suite 2300 | | Sr. Systems Administrator | Chicago, IL 60606 | | Tradelink, LLC | 312.264.2046 (Fax: 312.264.2001)| ------------------------------------------------------------------- From genx97 at mindspring.com Wed Oct 4 18:35:01 2000 From: genx97 at mindspring.com (Dirk) Date: Wed, 4 Oct 2000 18:35:01 -0400 Subject: [rt-users] I am stuck Message-ID: # ./rtmux.pl RT Has been launched with an illegal launch program () SunOS selene.bluerockave.com 5.7 Generic_106541-11 sun4u sparc SUNW,Ultra-250 this is the type of machine I am running rt on. Any suggetsions? ./rtmux.pl.orig line 20. From steve at sjs.com Thu Oct 5 13:21:37 2000 From: steve at sjs.com (Steve) Date: Thu, 5 Oct 2000 13:21:37 -0400 (EDT) Subject: [rt-users] Web Errors? Message-ID: I installed all the required packages including MD5-1.7 and When I try to run webrt.cgi I get this apache error. What could the problem be? httpd: [Thu Oct 5 11:46:41 2000] [error] [client 198.112.190.41] Premature end of script headers: /opt/rt/bin/cgi/webrt.cgi Can't locate auto/Digest/MD5/new.al in @INC (@INC contains: /usr/lib/perl5/5.00503/i686-linux /usr/lib/perl5/5.00503 /usr/lib/perl5/site_perl/5.005/i686-linux /usr/lib/perl5/site_perl/5.005 /opt/rt/lib) at /opt/rt/lib/rt/ui/web/auth.pm line 36 From jesse at fsck.com Thu Oct 5 15:05:49 2000 From: jesse at fsck.com (Jesse) Date: Thu, 5 Oct 2000 15:05:49 -0400 Subject: [rt-users] Web Errors? In-Reply-To: ; from steve@sjs.com on Thu, Oct 05, 2000 at 01:21:37PM -0400 References: Message-ID: <20001005150549.P25052@pallas.fsck.com> You've installed MD5, not Digest::MD5. RT 1.0.5 will have a testdeps script that checks for this and the ubiquitous "CGI.pm is out of date" issue. On Thu, Oct 05, 2000 at 01:21:37PM -0400, Steve wrote: > I installed all the required packages including MD5-1.7 and When I > try to run webrt.cgi I get this apache error. > What could the problem be? > > > httpd: [Thu Oct 5 11:46:41 2000] [error] [client 198.112.190.41] > Premature end of script headers: /opt/rt/bin/cgi/webrt.cgi > Can't locate auto/Digest/MD5/new.al in @INC (@INC > contains: /usr/lib/perl5/5.00503/i686-linux /usr/lib/perl5/5.00503 > /usr/lib/perl5/site_perl/5.005/i686-linux /usr/lib/perl5/site_perl/5.005 > /opt/rt/lib) at /opt/rt/lib/rt/ui/web/auth.pm line 36 > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- I admit that X is the second worst windowing system in the world, but all the others I've used are tied for first. From awfief at phoenix.cs.brandeis.edu Sun Oct 8 10:02:59 2000 From: awfief at phoenix.cs.brandeis.edu (Sheeri) Date: Sun, 8 Oct 2000 10:02:59 -0400 (EDT) Subject: [rt-users] httpd.conf weird In-Reply-To: <39B69A0B.8976B0D3@clvillage.org> Message-ID: So, I've been using rt for a while. After seeing Jesse last night, I decided to open it up and see what tickets I've closed and opened, what I can get rid of, etc. Anyway, I typed in the correct URL (which happens to be http://216.254.86.228/rt/webrt.cgi just in case anyone's curious) and I got a Not Found error: "The requested URL /rt/webrt.cgi was not found on this server." I played around for a while, and found out the following: /rt/ is aliases to both of the following: Alias /rt/ "/opt/rt/lib/images/" ScriptAlias /rt/ "/opt/rt/bin/cgi/" When Alias /rt/ "/opt/rt/lib/images/" is commented, I can open webrt.cgi using the URL I always use -- except that all the images are broken. harrumph. How come this configuration isn't working? It's worked before, I haven't touched it (of course). The only thing I can think of is that I've rebooted since the last time I used rt (which was 12 days ago). -Sheeri From rspier at pobox.com Sun Oct 8 12:40:03 2000 From: rspier at pobox.com (Robert Spier) Date: Sun, 8 Oct 2000 12:40:03 -0400 (EDT) Subject: [rt-users] httpd.conf weird In-Reply-To: References: <39B69A0B.8976B0D3@clvillage.org> Message-ID: <14816.41827.562473.736772@rls.cx> >>>>> "S" == Sheeri writes: S> /rt/ is aliases to both of the following: S> Alias /rt/ "/opt/rt/lib/images/" ScriptAlias /rt/ S> "/opt/rt/bin/cgi/" You haven't followed the installation instructions. I believe one of those should be /webrt/ From awfief at cs.brandeis.edu Sun Oct 8 12:54:27 2000 From: awfief at cs.brandeis.edu (Sheeri) Date: Sun, 8 Oct 2000 12:54:27 -0400 (EDT) Subject: [rt-users] httpd.conf weird In-Reply-To: <14816.41827.562473.736772@rls.cx> Message-ID: Thanks very much. You were absolutely correct. (although, it's very bizarre, because up until today it had been working fine. I wonder how I changed that file without me knowing.) -Sheeri On Sun, 8 Oct 2000, Robert Spier wrote: > >>>>> "S" == Sheeri writes: > S> /rt/ is aliases to both of the following: > S> Alias /rt/ "/opt/rt/lib/images/" ScriptAlias /rt/ > S> "/opt/rt/bin/cgi/" > > You haven't followed the installation instructions. > > I believe one of those should be /webrt/ > > From kerrinp at chariot.net.au Tue Oct 10 09:48:25 2000 From: kerrinp at chariot.net.au (Kerrin Pine) Date: Tue, 10 Oct 2000 23:18:25 +0930 Subject: [rt-users] File modes and RT Message-ID: <5.0.0.25.0.20001010231351.01c39650@mail.chariot.net.au> Hi Just started playing around with RT this evening .. every few minutes while I'm using RT via the web interface (not sure what is doing it exactly), the permissions on my files seem to go crazy. In particular, suid_wrapper and the admin CGIs. I want: -rwsr-xr-x 3 user user 4908 Oct 10 21:39 suid_wrapper but it resets to: -r-xr-xr-x Also, -rwxr-xr-x 3 user user 4908 Oct 10 21:39 admin-webrt.cgi -rwxr-xr-x 3 user user 4908 Oct 10 21:39 webrt.cgi becomes -rwsr-xr-x 3 user user 4908 Oct 10 21:39 admin-webrt.cgi -rwsr-xr-x 3 user user 4908 Oct 10 21:39 webrt.cgi by itself, even after I repeatedly reset it back to normal. I am using the latest release RT. Any ideas ? I can't seem to find any mode changes in any of the Perl files. Replies to ops at chariot.net.au would be best - thanks :-) -Kerrin. -- Kerrin Pine (kerrinp at chariot.net.au) | Web: http://www.chariot.net.au/ Network Operations Manager, CCNA | Web: http://www.kerrin.com/ Chariot Internet Limited | Ph : (+61) 08 8291 8888 214 Greenhill Road, EASTWOOD SA 5063 | Fax: 08 8291 8822 The contents of this e-mail and its attachments are confidential and may be subject to legal professional privilege and copyright. It is intended solely for the addressee. Access to this e-mail and its attachment by anyone else is unauthorised. No representation is made that this e-mail or any attachment is free of viruses and other defects. Virus scanning is recommended and is the responsibility of the recipient. If you are not the intended addressee, any disclosure, usage, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited. If you have received this communication in error, please advise the sender immediately by reply e-mail and delete this message from your computer. Thank you for your cooperation. From kerrinp at chariot.net.au Tue Oct 10 10:01:59 2000 From: kerrinp at chariot.net.au (Kerrin Pine) Date: Tue, 10 Oct 2000 23:31:59 +0930 Subject: [rt-users] Ignore file modes and RT Message-ID: <5.0.0.25.0.20001010233056.01c38ca0@mail.chariot.net.au> Hi again, Ignore the previous message. It was me changing the modes! I did not notice that suid_wrapper and the CGI files were hard linked. Oops. I hope I can separate them to get different modes on each ? -Kerrin. -- Kerrin Pine (kerrinp at chariot.net.au) | Web: http://www.chariot.net.au/ Network Operations Manager, CCNA | Web: http://www.kerrin.com/ Chariot Internet Limited | Ph : (+61) 08 8291 8888 214 Greenhill Road, EASTWOOD SA 5063 | Fax: 08 8291 8822 The contents of this e-mail and its attachments are confidential and may be subject to legal professional privilege and copyright. It is intended solely for the addressee. Access to this e-mail and its attachment by anyone else is unauthorised. No representation is made that this e-mail or any attachment is free of viruses and other defects. Virus scanning is recommended and is the responsibility of the recipient. If you are not the intended addressee, any disclosure, usage, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited. If you have received this communication in error, please advise the sender immediately by reply e-mail and delete this message from your computer. Thank you for your cooperation. From jkwade at FutureFrontiers.com Tue Oct 10 12:53:35 2000 From: jkwade at FutureFrontiers.com (James Wade) Date: Tue, 10 Oct 2000 11:53:35 -0500 Subject: [rt-users] Re-Assigning a Ticket Message-ID: <01A885AA7AAA994CAAB0AAB028DE68AFEF5A@business.futurefrontiers.com> Hello All, I am trying to re-assign a ticket and it says that I must steal the ticket first. I am admin of the queue. How do I re-assign the Owner of a Ticket? Also, I want owner's to be only technical staff not the requester, and I want us to assign the ticket not the end-user. Is there any way to set this. Thanks...James From bill at daze.net Tue Oct 10 14:42:59 2000 From: bill at daze.net (bill at daze.net) Date: Tue, 10 Oct 2000 11:42:59 -0700 (PDT) Subject: [rt-users] Re-Assigning a Ticket In-Reply-To: <01A885AA7AAA994CAAB0AAB028DE68AFEF5A@business.futurefrontiers.com> Message-ID: > I am trying to re-assign a ticket > and it says that I must steal the > ticket first. > > I am admin of the queue. How do > I re-assign the Owner of a Ticket? I just encountered this for the first time myself. In the past I have been assigning unassigned tickets or tickets that were assigned to myself to others. However I came across a ticket that was assigned to the wrong person (not myself) and I tried changing the "owner". I was told that I must assigned it to myself first, then the new owner, so I had to: old -> me me -> new As the admin, I hoped I could just do: old -> new Any ideas? From feargal at thecia.ie Tue Oct 10 15:15:26 2000 From: feargal at thecia.ie (Feargal Reilly) Date: Tue, 10 Oct 2000 20:15:26 +0100 Subject: [rt-users] Re-Assigning a Ticket In-Reply-To: Your message of "Tue, 10 Oct 2000 11:53:35 CDT." <01A885AA7AAA994CAAB0AAB028DE68AFEF5A@business.futurefrontiers.com> Message-ID: <200010101915.UAA05460@lucrece.office.thecia.ie> > Hello All, > > I am trying to re-assign a ticket > and it says that I must steal the > ticket first. To give a ticket to somebody it must either be yours, or unassigned. So first steal the ticket, so that it's yours, and then reassign it. Messy, but that's how it works at present. > > I am admin of the queue. How do > I re-assign the Owner of a Ticket? > > Also, I want owner's to be only > technical staff not the requester, Normally the owner is not the requestor. If it is, then somebody is setting it that way, and you've some policy implementation required, methinks. > and I want us to assign the ticket > not the end-user. Is there any way > to set this. At present, no, the code should be hackable so that the 'Give to' option on the request form is either not displayed, or does nothing. Remind me, and I'll look at the code when I've time. On a general note, What's the status with RT2? I know the alpha was realeased just before I went on holidays, so I haven't gotten to play with it yet. I believe it includes an Oracle port, and that PostgreSQL support is just around the overdue corner, but I've been off-list. Jesse, and updates? -Feargal. -- Feargal Reilly, Systems Administrator, The CIA. +353-86-8157621 From jkwade at FutureFrontiers.com Tue Oct 10 18:24:40 2000 From: jkwade at FutureFrontiers.com (James Wade) Date: Tue, 10 Oct 2000 17:24:40 -0500 Subject: [rt-users] Re-Assigning a Ticket Message-ID: <01A885AA7AAA994CAAB0AAB028DE68AFEF60@business.futurefrontiers.com> Howdy, Thanks, I modified the code so that Owner comes up with only Nobody on Ticket Creation, so now I can assign the owner once it comes in. Another question for the group. We want to try to use this to track time.. ie.. How many hours a technician is spending to fix a problem so that we can pay our hourly staff based upon this and also know when we need to add more staff. Is there any way to do this or is this a future release issue? Thanks...James -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Feargal Reilly Sent: Tuesday, October 10, 2000 2:15 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] Re-Assigning a Ticket > Hello All, > > I am trying to re-assign a ticket > and it says that I must steal the > ticket first. To give a ticket to somebody it must either be yours, or unassigned. So first steal the ticket, so that it's yours, and then reassign it. Messy, but that's how it works at present. > > I am admin of the queue. How do > I re-assign the Owner of a Ticket? > > Also, I want owner's to be only > technical staff not the requester, Normally the owner is not the requestor. If it is, then somebody is setting it that way, and you've some policy implementation required, methinks. > and I want us to assign the ticket > not the end-user. Is there any way > to set this. At present, no, the code should be hackable so that the 'Give to' option on the request form is either not displayed, or does nothing. Remind me, and I'll look at the code when I've time. On a general note, What's the status with RT2? I know the alpha was realeased just before I went on holidays, so I haven't gotten to play with it yet. I believe it includes an Oracle port, and that PostgreSQL support is just around the overdue corner, but I've been off-list. Jesse, and updates? -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 From kimura at ctc.ad.jp Wed Oct 11 02:44:04 2000 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Wed, 11 Oct 2000 15:44:04 +0900 Subject: [rt-users] Questions on RT Message-ID: <20001011152318.174E.KIMURA@ctc.ad.jp> Hello, I am a beginner of RT system. I have some questions on the use of this; (1)How do we configure "queue member"? (2)In the past experience with ARS of Remedy, I suppose it is convenient if RT has customer profile. Is it available now or is it supposed to be add in new version? (3)In the current release, there is no concept "customer" such as in Queue filters. Is there any plan to include in new version? TIA - - - - - - - - - - - - - - - - - - - Kazu Kimura IP Network tech. dep. CTC Phone +81-52-740-8101 Fax +81-52-740-8935 - - - - - - - - - - - - - - - - - - - - From m.nawroth at cleverlearn.com Wed Oct 11 05:11:41 2000 From: m.nawroth at cleverlearn.com (Martin Nawroth) Date: Wed, 11 Oct 2000 11:11:41 +0200 Subject: [rt-users] RT with Oracle Message-ID: <4057175A6164D411AE910050DADC243D15D61A@POSTOFFICE> Hi there, I wonder, if the new version of RT is allready working with oracle databases? Any help welcome! Cheers Martin From jesse at fsck.com Wed Oct 11 11:22:28 2000 From: jesse at fsck.com (Jesse) Date: Wed, 11 Oct 2000 11:22:28 -0400 Subject: [rt-users] RT with Oracle In-Reply-To: <4057175A6164D411AE910050DADC243D15D61A@POSTOFFICE>; from m.nawroth@cleverlearn.com on Wed, Oct 11, 2000 at 11:11:41AM +0200 References: <4057175A6164D411AE910050DADC243D15D61A@POSTOFFICE> Message-ID: <20001011112228.B10703@pallas.fsck.com> Oracle support is getting close. It sounds like Dave had things almost perfect before I went and rearranged some stuff (more on the current state is coming in a seperate message later today) Jesse On Wed, Oct 11, 2000 at 11:11:41AM +0200, Martin Nawroth wrote: > Hi there, > > I wonder, if the new version of RT is allready working with oracle > databases? > > Any help welcome! > > Cheers Martin > > _______________________________________________ > 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 ------------------------------------------------------------- that's security the same way that asking for directions to topeka and being told that a seal is a mammal is informative -robin at apocalypse.org From jesse at fsck.com Wed Oct 11 11:23:39 2000 From: jesse at fsck.com (Jesse) Date: Wed, 11 Oct 2000 11:23:39 -0400 Subject: [rt-users] Questions on RT In-Reply-To: <20001011152318.174E.KIMURA@ctc.ad.jp>; from kimura@ctc.ad.jp on Wed, Oct 11, 2000 at 03:44:04PM +0900 References: <20001011152318.174E.KIMURA@ctc.ad.jp> Message-ID: <20001011112339.C10703@pallas.fsck.com> On Wed, Oct 11, 2000 at 03:44:04PM +0900, Kazu Kimura wrote: > Hello, > > I am a beginner of RT system. > > I have some questions on the use of this; > > (1)How do we configure "queue member"? > In the RT administrators, grant someone 'manipulate' permissions for a given queue. > (2)In the past experience with ARS of Remedy, I suppose it is convenient if RT has customer profile. Is it available now or is it supposed to be add in new version? > RT2 keeps track of much more information about a requestor. > (3)In the current release, there is no concept "customer" such as in Queue filters. Is there any plan to include in new version? > Right now, you want the "Requestor" field. it does a string match on the customer email address. > TIA > - - - - - - - - - - - - - - - - - - - > Kazu Kimura > IP Network tech. dep. CTC > Phone +81-52-740-8101 > Fax +81-52-740-8935 > - - - - - - - - - - - - - - - - - - - - > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- As I sit here alone looking at green text on a laptop in a mostly bare room listening to loud music wearing all black, I realize that that it is much less cool in real life :) --Richard Tibbets From jesse at fsck.com Wed Oct 11 23:52:37 2000 From: jesse at fsck.com (Jesse) Date: Wed, 11 Oct 2000 23:52:37 -0400 Subject: State of the package (was Re: [rt-users] Re-Assigning a Ticket) In-Reply-To: <200010101915.UAA05460@lucrece.office.thecia.ie>; from feargal@thecia.ie on Tue, Oct 10, 2000 at 08:15:26PM +0100 References: <01A885AA7AAA994CAAB0AAB028DE68AFEF5A@business.futurefrontiers.com> <200010101915.UAA05460@lucrece.office.thecia.ie> Message-ID: <20001011235237.F10703@pallas.fsck.com> On Tue, Oct 10, 2000 at 08:15:26PM +0100, Feargal Reilly wrote: > On a general note, What's the status with RT2? > I know the alpha was realeased just before I went on holidays, so I haven't > gotten to play with it yet. > I believe it includes an Oracle port, and that PostgreSQL support is just > around the overdue corner, but I've been off-list. > > Jesse, and updates? Well, 1.3.18 was "Alpha 1" Immediately upon releasing Alpha 1, I made incompatible changes which destabilized things a bit. The names of a number of fields in the schema were changed so as to not clobber SQL keywords in various databases. Ivan contributed some code to autogenerate database schema from a set of perl arrays of hashes. This means that we'll no longer have to maintain seperate database schemas for each database we want to support. As might be imagined, this destabilized things quite a bit for a while. initdb.$(DBNAME) was replaced witha generic initdb that is much more database-agnostic. I believe that the schema is now much more solid and am declaring a SCHEMA SLUSH for RT 2.0. The only changes will be for things that are just absolutely broken or in instances where we discover that we're using a reserved word. Ivan's been working on the postgres port and is said to be making gooood progress :) I took the initial data that was being inserted with SQL insert statements and it's now inserted by way of the RT API...which means that more sane defaults get enforced and that futzing with that data will be easier. I've been doing some work on the ACLs and trying to get that to the point whereit would be safe to deploy RT2 with users whom you don't trust as the RT administrator. On top of that, I've been hacking on the web-based ACL editor. The instability introduced by the schema changes appears to have been shaken out and we'll be rolling 1.3.19 as soon as the latest DBIx::DBSchema propagates throughout CPAN. While 1.3.19 isn't a milestone release, I think people will find it to be usable for some of their needs. Jesse > > -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 ------------------------------------------------------------- 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 mail at snyrre.de Thu Oct 12 06:32:59 2000 From: mail at snyrre.de (Andre Esser) Date: Thu, 12 Oct 2000 12:32:59 +0200 Subject: [rt-users] From address in notification Message-ID: <20001012123259.A26864@spielwiese.nutcologne.de> Hi, I am a member of a queue. When I get a notification about new mail, rt puts in the From- line the name of the requestor with the queue's e-mail address. Can I make rt put the requestor's e-mail address instead of the queue's address in the From- line for the queue members notification mail ? Thanx for help Andre -- Andre Esser mail at snyrre.de From jesse at fsck.com Thu Oct 12 11:54:14 2000 From: jesse at fsck.com (Jesse) Date: Thu, 12 Oct 2000 11:54:14 -0400 Subject: [rt-users] From address in notification In-Reply-To: <20001012123259.A26864@spielwiese.nutcologne.de>; from mail@snyrre.de on Thu, Oct 12, 2000 at 12:32:59PM +0200 References: <20001012123259.A26864@spielwiese.nutcologne.de> Message-ID: <20001012115414.K10703@pallas.fsck.com> That would be counter to how RT is supposed to work. The whole point is that RT substitutes its address for the requestor's and then takes care of forwarding the message to the requestor for you. On Thu, Oct 12, 2000 at 12:32:59PM +0200, Andre Esser wrote: > Hi, > > > > I am a member of a queue. When I get a notification about new mail, > rt puts in the From- line the name of the requestor with the queue's > e-mail address. > Can I make rt put the requestor's e-mail address instead of the queue's > address in the From- line for the queue members notification mail ? > > > > > Thanx for help > > > Andre > -- > Andre Esser > mail at snyrre.de > > _______________________________________________ > 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 ------------------------------------------------------------- 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 sfraser at questertangent.com Thu Oct 12 13:49:51 2000 From: sfraser at questertangent.com (Scott Fraser) Date: Thu, 12 Oct 2000 10:49:51 -0700 Subject: [rt-users] Linux, Apache, mySQL and RT Message-ID: <39E5F9BF.6FD390BA@questertangent.com> Morning Folks, Well here's to hoping someone can help me out. Linux - Stormix 2.02 (based on Debian Potato) Apache - 1.3.9 mySQL - 3.22.30 perl - 5.005 RT installed without a hitch. I have the installation running under a virtual domain (internal.questertangent.com). Made the mods to my httpd.conf file. Then tried to access it at: http://internal.questertangent.com/rt/webrt.cgi That returns an Internal Server Error so I played with it for a couple of hours yesterday afternoon (didn't get it running), and this morning did a reinstall, this time using the mod_auth_mysql module setup. Now when I try to access it at nph-ebrt.cgi, my error log for the virtual host is returning: /.htaccess Invalid command 'Auth_MYSQLdatabase', prehaps mis-spelled or module not defined in server configureation. In my httpd.conf , mod_auth_mysql is defined and the actual .so file matches up with what is in the httpd.conf file. Anyone have any ideas here? Thanks in advance all. -- =========================================================== Scott Fraser Email: sfraser at questertangent.com Senior Systems/Network Administrator Quester Tangent Corp. 99-9865 West Saanich Road. Voice: 250.656.6677 ext 236 Sidney, BC, Canada Fax: 250.655.4696 V8L 5Y8 http://www.questercorp.com/ =========================================================== Blue-blooded men they fell from grace Piranhas eating their own They Sacrificed at the alter of lies So fate took its course in the ballad of William Kidd From sfraser at questertangent.com Thu Oct 12 17:07:59 2000 From: sfraser at questertangent.com (Scott Fraser) Date: Thu, 12 Oct 2000 14:07:59 -0700 Subject: [rt-users] Okay..new problem Message-ID: <39E6282F.DBF71C25@questertangent.com> Well, I have given up on the mySQL auth method for now. Everything seems to be running okay, expect for the following: type in: http://internal.questertangent.com/rt/admin-webrt.cgi and it brings me to the RT Administrator Screen, but does NOT prompt me for a userid/password. It says I am logged in as: . And that I am not allowed to modify/edit queues. Any thoughts on this one folks? I have gone through the FAQ/README/user guide and have not come across a solution. I did upgrade my Digest::MD5, as well as CGI.pm as suggested. It appears as if it is NOT sending me cookies. Once I get over this hurdle, I am going to try using the fetchmail (remote mail server) setup, as our intranet server does not handle our internal mail for us. Any advice? Cheers and thanks to everyone who contributed code/time/etc... to this project. It's a very cool piece of software. Later, -- =========================================================== Scott Fraser Email: sfraser at questertangent.com Senior Systems/Network Administrator Quester Tangent Corp. 99-9865 West Saanich Road. Voice: 250.656.6677 ext 236 Sidney, BC, Canada Fax: 250.655.4696 V8L 5Y8 http://www.questercorp.com/ =========================================================== Blue-blooded men they fell from grace Piranhas eating their own They Sacrificed at the alter of lies So fate took its course in the ballad of William Kidd From jesse at fsck.com Thu Oct 12 17:19:08 2000 From: jesse at fsck.com (Jesse) Date: Thu, 12 Oct 2000 17:19:08 -0400 Subject: [rt-users] Okay..new problem In-Reply-To: <39E6282F.DBF71C25@questertangent.com>; from sfraser@questertangent.com on Thu, Oct 12, 2000 at 02:07:59PM -0700 References: <39E6282F.DBF71C25@questertangent.com> Message-ID: <20001012171908.Y10703@pallas.fsck.com> It sounds like you're trying to use external authentication and don't have it properly configured. On Thu, Oct 12, 2000 at 02:07:59PM -0700, Scott Fraser wrote: > Well, I have given up on the mySQL auth method for now. Everything seems > to be running okay, expect for the following: > > type in: http://internal.questertangent.com/rt/admin-webrt.cgi > and it brings me to the RT Administrator Screen, but does NOT prompt me > for a userid/password. It says I am logged in as: . > And that I am not allowed to modify/edit queues. > > Any thoughts on this one folks? > > I have gone through the FAQ/README/user guide and have not come across a > solution. I did upgrade my Digest::MD5, as well as CGI.pm as suggested. > It appears as if it is NOT sending me cookies. > > Once I get over this hurdle, I am going to try using the fetchmail > (remote mail server) setup, as our intranet server does not handle our > internal mail for us. Any advice? > > Cheers and thanks to everyone who contributed code/time/etc... to this > project. It's a very cool piece of software. > > Later, > > -- > =========================================================== > Scott Fraser Email: sfraser at questertangent.com > Senior Systems/Network Administrator > > Quester Tangent Corp. > 99-9865 West Saanich Road. Voice: 250.656.6677 ext 236 > Sidney, BC, Canada Fax: 250.655.4696 > V8L 5Y8 http://www.questercorp.com/ > =========================================================== > Blue-blooded men they fell from grace > Piranhas eating their own > They Sacrificed at the alter of lies > So fate took its course in the ballad of William Kidd > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- And I'm told we do share some common rituals. Our "flame war" is apparently held in person in their land and called "project meeting". -Alan Cox [on "Suits"] From jill at chezns.org Thu Oct 12 19:33:46 2000 From: jill at chezns.org (Jill Lundquist) Date: Thu, 12 Oct 2000 17:33:46 -0600 Subject: [rt-users] Can't locate object method new Message-ID: <200010122333.e9CNXkl31606@kata.chezns.org> Hello, RT users! While installing RT, I ran into a problem that was in the archives, but with no solution. Since I have just figured out what the problem was, I thought I'd quote a three-week-old message and tell how I fixed it. It's not often one gets to offer a solution in one's first posting to a mailing list. >Hi, I have one problem > >I have the version 1.34 RT. >And Im using a Linux RedHat Kernel 2.2.16 >And Perl 5 subversion 3 >Apache 1.3.12 >my rt is installed in: /opt/rt/ > >im acess the script in browser and in the error_log im view the problem: > >> Can't locate object method "new" via package "Digest::MD5" at >> /opt/rt/lib/rt/ui/web/auth.pm line 36, chunk 64. >> [Thu Sep 21 23:42:12 2000] [error] [client 200.183.51.84] Premature = >end of >> script headers: /home/villenet/cgi-bin/webrt.cgi > >Im installing the Digest:MD5 version 1.5, what repend? please help-me > > >Thanks >Marcio I had exactly the same problem turn up in my error_log. It turned out that I had not installed the perl module Digest-MD5; instead I had installed Digest-Perl-MD5. Once I uninstalled Digest-Perl-MD5 and installed Digest-MD5, it started to work. Marcio, this might be too late to help, but maybe someone else will read it some day. Jill Lundquist jill at chezns.org O, wonder! How many goodly creatures are there here! How beauteous mankind is! O brave new world, that has such people in't! From jill at chezns.org Thu Oct 12 22:00:39 2000 From: jill at chezns.org (Jill Lundquist) Date: Thu, 12 Oct 2000 20:00:39 -0600 Subject: [rt-users] web interface kicks me out repeatedly Message-ID: <200010130200.e9D20el25552@kata.chezns.org> I've got a problem I've seen mentioned in the FAQ and in the rt-users archive, but I'm having trouble. I can log in via the web interface, but when I try to do anything (namely create a request in the queue), I'm kicked back out to the login screen with 'You are not logged in' at the top. I've done these things: Gone into the database and confirmed that I'm using the correct username and password. My only concern from doing this is that the database shows root's password as the default, when I distinctly remember setting it to the same thing as my password. But I was tired. Confirmed that cookies are on in my browser (Netscape Communicator 4.75) Confirmed that I'm not using MSIE, so it can't be that bug. :-) The password is 8 characters -- is that too short? How can I change my password if I can't get into the web interface? We are using nonroutable addresses behind a NAT server/firewall, but there should be no proxies between the machine I'm running the browser on and the machine I'm running RT on. Any ideas for how to debug this would be much appreciated. Jill Lundquist jill at chezns.org O, wonder! How many goodly creatures are there here! How beauteous mankind is! O brave new world, that has such people in't! From jesse at fsck.com Thu Oct 12 22:15:43 2000 From: jesse at fsck.com (Jesse) Date: Thu, 12 Oct 2000 22:15:43 -0400 Subject: [rt-users] web interface kicks me out repeatedly In-Reply-To: <200010130200.e9D20el25552@kata.chezns.org>; from jill@chezns.org on Thu, Oct 12, 2000 at 08:00:39PM -0600 References: <200010130200.e9D20el25552@kata.chezns.org> Message-ID: <20001012221543.Z10703@pallas.fsck.com> There are a couple of things that can cause that: 1. Having your web traffic originate from multiple IPs. Fix: take out a line of code in auth.pm. Ping me if you want it 2. Having a browser that swallows cookies. Fix: Turn on "notify me of all cookies" and make sure things look ok or make sure that RT is set to "send cookies to all scripts" aka the IE bug. If neither of those are it, we should do some off-list debugging. On Thu, Oct 12, 2000 at 08:00:39PM -0600, Jill Lundquist wrote: > > I've got a problem I've seen mentioned in the FAQ and in the rt-users > archive, but I'm having trouble. I can log in via the web interface, > but when I try to do anything (namely create a request in the queue), > I'm kicked back out to the login screen with 'You are not logged in' > at the top. > > I've done these things: > > Gone into the database and confirmed that I'm using the correct > username and password. My only concern from doing this is that > the database shows root's password as the default, when I distinctly > remember setting it to the same thing as my password. But I was tired. > > Confirmed that cookies are on in my browser (Netscape Communicator 4.75) > > Confirmed that I'm not using MSIE, so it can't be that bug. :-) > > The password is 8 characters -- is that too short? How can I change my > password if I can't get into the web interface? > > We are using nonroutable addresses behind a NAT server/firewall, but there > should be no proxies between the machine I'm running the browser on > and the machine I'm running RT on. > > Any ideas for how to debug this would be much appreciated. > > Jill Lundquist jill at chezns.org > O, wonder! How many goodly creatures are there here! > How beauteous mankind is! O brave new world, that has such people in't! > > _______________________________________________ > 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 gregwhite at ihermes.com Fri Oct 13 00:10:51 2000 From: gregwhite at ihermes.com (Greg White) Date: Thu, 12 Oct 2000 21:10:51 -0700 Subject: [rt-users] web interface kicks me out repeatedly References: <200010130200.e9D20el25552@kata.chezns.org> <20001012221543.Z10703@pallas.fsck.com> Message-ID: <39E68B4B.DFFA297B@ihermes.com> Jesse wrote: > > There are a couple of things that can cause that: > 1. Having your web traffic originate from multiple IPs. > > Fix: take out a line of code in auth.pm. Ping me if you want it > 2. Having a browser that swallows cookies. > Fix: Turn on "notify me of all cookies" and make sure things look ok > or make sure that RT is set to "send cookies to all scripts" aka the IE bug. > > If neither of those are it, we should do some off-list debugging. > I have the same issue -- also behind a NAT, but again, no NAT between me and the host. Constantly logs me out -- only way around it (discovered by accident) is to use a proxy -- specifically Squid, but any proxy may work (I use squid both @ home and @ work). Love to see that hack to auth.pm... GW From kimura at ctc.ad.jp Fri Oct 13 01:51:30 2000 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Fri, 13 Oct 2000 14:51:30 +0900 Subject: [rt-users] Questions on RT In-Reply-To: <20001011112339.C10703@pallas.fsck.com> References: <20001011152318.174E.KIMURA@ctc.ad.jp> <20001011112339.C10703@pallas.fsck.com> Message-ID: <20001013144402.0C44.KIMURA@ctc.ad.jp> On Wed, 11 Oct 2000 11:23:39 -0400 Jesse wrote: > > On Wed, Oct 11, 2000 at 03:44:04PM +0900, Kazu Kimura wrote: > > Hello, > > > > I am a beginner of RT system. > > > > I have some questions on the use of this; > > > > > (2)In the past experience with ARS of Remedy, I suppose it is convenient if RT has customer profile. Is it available now or is it supposed to be add in new version? > > > RT2 keeps track of much more information about a requestor. In RT, is requestor a customer? Suppose there are service provider and its customers. and SP has customer assistance center and analysts. Sometimes, customer calls to analyst to request for trouble shooting and analyst will open a queue in RT. In this case, requestor is analyst and not customer. Can RT handle this case now or in the future? > - - - - - - - - - - - - - - - - - - - Kazu Kimura IP Network tech. dep. CTC Phone +81-52-740-8101 Fax +81-52-740-8935 - - - - - - - - - - - - - - - - - - - - From feargal at thecia.ie Fri Oct 13 06:12:59 2000 From: feargal at thecia.ie (Feargal Reilly) Date: Fri, 13 Oct 2000 11:12:59 +0100 Subject: [rt-users] From address in notification In-Reply-To: Your message of "Thu, 12 Oct 2000 12:32:59 +0200." <20001012123259.A26864@spielwiese.nutcologne.de> Message-ID: <200010131012.LAA14612@lucrece.office.thecia.ie> > I am a member of a queue. When I get a notification about new mail, > rt puts in the From- line the name of the requestor with the queue's > e-mail address. > Can I make rt put the requestor's e-mail address instead of the queue's > address in the From- line for the queue members notification mail ? I'm sure you can, but the whole point is you can reply to them via RT, which logs the corresspondance, and sends it on to them. Kinda the point. -Feargal. -- Feargal Reilly, Systems Administrator, The CIA. +353-86-8157621 From feargal at thecia.ie Fri Oct 13 06:30:51 2000 From: feargal at thecia.ie (Feargal Reilly) Date: Fri, 13 Oct 2000 11:30:51 +0100 Subject: [rt-users] web interface kicks me out repeatedly In-Reply-To: Your message of "Thu, 12 Oct 2000 22:15:43 EDT." <20001012221543.Z10703@pallas.fsck.com> Message-ID: <200010131030.LAA14865@lucrece.office.thecia.ie> And your password should be 10 characters min. Don't know if this will affect it. Are you running a 'nix version of Netscape? One or two people in my office had that problem too, but it cleared up again... could be what Jesse mentioned. > > There are a couple of things that can cause that: > 1. Having your web traffic originate from multiple IPs. > > Fix: take out a line of code in auth.pm. Ping me if you want it > 2. Having a browser that swallows cookies. > Fix: Turn on "notify me of all cookies" and make sure things look ok > or make sure that RT is set to "send cookies to all scripts" aka the IE bug. > > If neither of those are it, we should do some off-list debugging. > > On Thu, Oct 12, 2000 at 08:00:39PM -0600, Jill Lundquist wrote: > > > > I've got a problem I've seen mentioned in the FAQ and in the rt-users > > archive, but I'm having trouble. I can log in via the web interface, > > but when I try to do anything (namely create a request in the queue), > > I'm kicked back out to the login screen with 'You are not logged in' > > at the top. > > > > I've done these things: > > > > Gone into the database and confirmed that I'm using the correct > > username and password. My only concern from doing this is that > > the database shows root's password as the default, when I distinctly > > remember setting it to the same thing as my password. But I was tired. > > > > Confirmed that cookies are on in my browser (Netscape Communicator 4.75) > > > > Confirmed that I'm not using MSIE, so it can't be that bug. :-) > > > > The password is 8 characters -- is that too short? How can I change my > > password if I can't get into the web interface? > > > > We are using nonroutable addresses behind a NAT server/firewall, but there > > should be no proxies between the machine I'm running the browser on > > and the machine I'm running RT on. > > > > Any ideas for how to debug this would be much appreciated. > > > > Jill Lundquist jill at chezns.org > > O, wonder! How many goodly creatures are there here! > > How beauteous mankind is! O brave new world, that has such people in't! > > > > _______________________________________________ > > 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! > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From feargal at thecia.ie Fri Oct 13 06:36:17 2000 From: feargal at thecia.ie (Feargal Reilly) Date: Fri, 13 Oct 2000 11:36:17 +0100 Subject: [rt-users] Questions on RT In-Reply-To: Your message of "Fri, 13 Oct 2000 14:51:30 +0900." <20001013144402.0C44.KIMURA@ctc.ad.jp> Message-ID: <200010131036.LAA14897@lucrece.office.thecia.ie> > > On Wed, 11 Oct 2000 11:23:39 -0400 > Jesse wrote: > > > > > On Wed, Oct 11, 2000 at 03:44:04PM +0900, Kazu Kimura wrote: > > > Hello, > > > > > > I am a beginner of RT system. > > > > > > I have some questions on the use of this; > > > > > > > > (2)In the past experience with ARS of Remedy, I suppose it is convenient if RT has customer profile. Is it available now or is it supposed to be add in new version? > > > > > RT2 keeps track of much more information about a requestor. > > In RT, is requestor a customer? > > Suppose there are service provider and its customers. and SP has > customer assistance center and analysts. Sometimes, customer calls to > analyst to request for trouble shooting and analyst will open a queue in > RT. In this case, requestor is analyst and not customer. Can RT handle > this case now or in the future? > > The analyst can enter the customer as the requestor. when he creates the request. -Feargal. -- Feargal Reilly, Systems Administrator, The CIA. +353-86-8157621 From mav at techsquare.com Fri Oct 13 07:12:45 2000 From: mav at techsquare.com (Michael A Vezza) Date: Fri, 13 Oct 2000 07:12:45 -0400 (EDT) Subject: [rt-users] web interface kicks me out repeatedly In-Reply-To: <200010131030.LAA14865@lucrece.office.thecia.ie> (message from Feargal Reilly on Fri, 13 Oct 2000 11:30:51 +0100) References: <200010131030.LAA14865@lucrece.office.thecia.ie> Message-ID: <200010131112.e9DBCjg91472@aquinas.techsquare.com> hmmm. we have the same problem. happened a few months ago, but everyone just uses the command line interface. password length doesn't seem to be the problem. the first time you log in, you get a cookie set: www.mydomain.org FALSE /rt/webrt.cgi FALSE 986986817 RT_USERNAME user any action after that sets a cookie with null USERNAME and PASSWORD fields (deleting the cookie) and WebRT bounces you out and says you are not logged in. anyway, i havn't bothered to take it any farther because, as i said, everyone uses the command line interface. michael Date: Fri, 13 Oct 2000 11:30:51 +0100 From: Feargal Reilly X-BeenThere: rt-users at lists.fsck.com X-Mailman-Version: 2.0beta5 List-Id: For users of RT: Request Tracker And your password should be 10 characters min. Don't know if this will affect it. Are you running a 'nix version of Netscape? One or two people in my office had that problem too, but it cleared up again... could be what Jesse mentioned. > > There are a couple of things that can cause that: > 1. Having your web traffic originate from multiple IPs. > > Fix: take out a line of code in auth.pm. Ping me if you want it > 2. Having a browser that swallows cookies. > Fix: Turn on "notify me of all cookies" and make sure things look ok > or make sure that RT is set to "send cookies to all scripts" aka the IE bug. > > If neither of those are it, we should do some off-list debugging. > > On Thu, Oct 12, 2000 at 08:00:39PM -0600, Jill Lundquist wrote: > > > > I've got a problem I've seen mentioned in the FAQ and in the rt-users > > archive, but I'm having trouble. I can log in via the web interface, > > but when I try to do anything (namely create a request in the queue), > > I'm kicked back out to the login screen with 'You are not logged in' > > at the top. > > > > I've done these things: > > > > Gone into the database and confirmed that I'm using the correct > > username and password. My only concern from doing this is that > > the database shows root's password as the default, when I distinctly > > remember setting it to the same thing as my password. But I was tired. > > > > Confirmed that cookies are on in my browser (Netscape Communicator 4.75) > > > > Confirmed that I'm not using MSIE, so it can't be that bug. :-) > > > > The password is 8 characters -- is that too short? How can I change my > > password if I can't get into the web interface? > > > > We are using nonroutable addresses behind a NAT server/firewall, but there > > should be no proxies between the machine I'm running the browser on > > and the machine I'm running RT on. > > > > Any ideas for how to debug this would be much appreciated. > > > > Jill Lundquist jill at chezns.org > > O, wonder! How many goodly creatures are there here! > > How beauteous mankind is! O brave new world, that has such people in't! > > > > _______________________________________________ > > 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! > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From jmlm at akio-solutions.com Fri Oct 13 10:00:31 2000 From: jmlm at akio-solutions.com (LE MAGOROU Jean Martial) Date: Fri, 13 Oct 2000 16:00:31 +0200 Subject: [rt-users] Delete tickets ? Message-ID: <39E7157F.4F2B793D@akio-solutions.com> Hi, How can i delete a large number of tickets ? (The kill button take a long time to do...) Thanx. -- Jean Martial LE MAGOROU AKIO-SOLUTIONS 174 Quai de Jemappes 75010 Paris Tel : 01 44 52 83 20 jmlm at akio-solutions.com ---------------------------------------- www.akio-solutions.com From yacob at geez.org Fri Oct 13 11:39:37 2000 From: yacob at geez.org (Daniel Yacob) Date: Fri, 13 Oct 2000 11:39:37 -0400 Subject: [rt-users] Daemon user conflict Message-ID: <200010131539.LAA21461@zendro.geez.org> Greetings, I've just joined the list and am afraid I might me covering old territory here. Can someone direct me to list archives please? I did go thru the FAQ before composing this message, and didn't find it included there. I've encountered a problem when replying to a message sent by any of the rt aliases I've created. It appears to be a permission conflict between sendmail and rt. Relevant Software: RT 1.0.4 Debian 2.2 Perl 5.005_03 Sendmail 8.9.3-21 The error: =============================8<======================================= ----- The following addresses had permanent fatal errors ----- |"/home/rt/bin/rt-mailgate general correspond" (expanded from: ) ----- Transcript of session follows ----- Could not create dir /home/rt/transactions/2000/Oct: Permission denied 554 |"/home/rt/bin/rt-mailgate general correspond"... unknown mailer error 13 =============================8<======================================= I did check the FAQ which contained another a similar question but more to do with smrsh not allowing rt-mailgate to be run at all. In this case rt-mailgate appears to run but gets a permission problem trying to create the "Oct" directory. The Oct directory is already there in fact so I'm surprised it is trying to create it in the first place. I move my Oct directory to Oct-bak and resent the message, this time it was fine but the directory was then owned by "daemon" which is the userid that sendmail runs as. Afterward running thru webrt didn't work. Before I go and simply make everything world readable and writable under my transactions directory, what can readers here recommend? any help appreciated, /Daniel From jesse at fsck.com Fri Oct 13 11:46:11 2000 From: jesse at fsck.com (Jesse) Date: Fri, 13 Oct 2000 11:46:11 -0400 Subject: [rt-users] Daemon user conflict In-Reply-To: <200010131539.LAA21461@zendro.geez.org>; from yacob@geez.org on Fri, Oct 13, 2000 at 11:39:37AM -0400 References: <200010131539.LAA21461@zendro.geez.org> Message-ID: <20001013114611.I10703@pallas.fsck.com> Sounds like rt-mailgate has lost it's setuid bit. On Fri, Oct 13, 2000 at 11:39:37AM -0400, Daniel Yacob wrote: > Greetings, > > > I've just joined the list and am afraid I might me covering old territory > here. Can someone direct me to list archives please? I did go thru > the FAQ before composing this message, and didn't find it included there. > > I've encountered a problem when replying to a message sent by any of the > rt aliases I've created. It appears to be a permission conflict between > sendmail and rt. > > Relevant Software: > > RT 1.0.4 > Debian 2.2 > Perl 5.005_03 > Sendmail 8.9.3-21 > > The error: > > =============================8<======================================= > > ----- The following addresses had permanent fatal errors ----- > |"/home/rt/bin/rt-mailgate general correspond" > (expanded from: ) > > ----- Transcript of session follows ----- > Could not create dir /home/rt/transactions/2000/Oct: Permission denied > 554 |"/home/rt/bin/rt-mailgate general correspond"... unknown mailer error 13 > > =============================8<======================================= > > I did check the FAQ which contained another a similar question but more > to do with smrsh not allowing rt-mailgate to be run at all. In this > case rt-mailgate appears to run but gets a permission problem trying > to create the "Oct" directory. The Oct directory is already there in > fact so I'm surprised it is trying to create it in the first place. > > I move my Oct directory to Oct-bak and resent the message, this time it > was fine but the directory was then owned by "daemon" which is the userid > that sendmail runs as. > > Afterward running thru webrt didn't work. Before I go and simply make > everything world readable and writable under my transactions directory, > what can readers here recommend? > > any help appreciated, > > /Daniel > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- '"As the company that brought users the Internet, Netscape is now inviting the more than 60 million people who have used our client software to 'tune up' and upgrade to Netscape Communicator," said Mike Homer, senior vice president of marketing at Netscape.' Sometimes I wonder. From hudson at mcci-arl-va.com Fri Oct 13 17:53:38 2000 From: hudson at mcci-arl-va.com (Daniel C. Hudson) Date: Fri, 13 Oct 2000 17:53:38 -0400 (EDT) Subject: [rt-users] Transaction Message Length Message-ID: <200010132153.RAA13705@krusty.mcci-arl-va.com> We are in the midst of evaluating RT and have questions regarding the length of messages mailed in and the length of the resulting transaction records. While we are aware of the ability to use StripMIME to deal with formal attachments, what about cases where users include long uuencode segments directly in messages? Or just reports where the plain text is terribly long. The "Detail" window for a ticket can quickly become unwieldy. Is there any way in the current (or future) RT to truncate individual transaction records at a max length? Not throw info away mind you, but hide it from the user, perhaps to be made visible by clicking a "more..." link? Thanks, Dan Hudson hudson at mcci-arl-va.com From wozz+rt at wookie.net Sat Oct 14 04:04:34 2000 From: wozz+rt at wookie.net (Wozz) Date: Sat, 14 Oct 2000 02:04:34 -0600 Subject: [rt-users] Transaction Message Length In-Reply-To: <200010132153.RAA13705@krusty.mcci-arl-va.com>; from hudson@mcci-arl-va.com on Fri, Oct 13, 2000 at 05:53:38PM -0400 References: <200010132153.RAA13705@krusty.mcci-arl-va.com> Message-ID: <20001014020434.I25967@luvewe.bonch.org> I'm sure you could hack it to do it now, but FWIW, I'd REALLY like to see this feature in 2.0 if at all possible! I can't tell you how tired I get of waiting for pages to load ;) On Fri, Oct 13, 2000 at 05:53:38PM -0400, Daniel C. Hudson wrote: > We are in the midst of evaluating RT and have questions regarding the > length of messages mailed in and the length of the resulting transaction > records. While we are aware of the ability to use StripMIME to deal > with formal attachments, what about cases where users include long > uuencode segments directly in messages? Or just reports where the > plain text is terribly long. The "Detail" window for a ticket can > quickly become unwieldy. Is there any way in the current (or future) > RT to truncate individual transaction records at a max length? Not > throw info away mind you, but hide it from the user, perhaps to be > made visible by clicking a "more..." link? > > Thanks, > > Dan Hudson > hudson at mcci-arl-va.com > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From jill at chezns.org Sun Oct 15 20:17:47 2000 From: jill at chezns.org (Jill Lundquist) Date: Sun, 15 Oct 2000 18:17:47 -0600 Subject: [rt-users] web interface kicks me out repeatedly In-Reply-To: Your message of "Thu, 12 Oct 2000 22:15:43 EDT." <20001012221543.Z10703@pallas.fsck.com> Message-ID: <200010160017.e9G0Hml20705@kata.chezns.org> Update on the "kicked out when doing anything" problem: I changed both passwords in the user table (mind and root's) to be ten characters rather than the eight they were before, since Feargal suggested that. I did that via mysql. It didn't make any difference. >There are a couple of things that can cause that: > 1. Having your web traffic originate from multiple IPs. > > Fix: take out a line of code in auth.pm. Ping me if you want it Both the machine I'm running RT on and the machine I'm running netscape on have only one IP address, and there is no NAT between them (they're both on the same side of our NAT server). However, I'd like to try the auth.pm fix -- would you mind sending it? > 2. Having a browser that swallows cookies. > Fix: Turn on "notify me of all cookies" and make sure things look ok > or make sure that RT is set to "send cookies to all scripts" aka the IE bug. Now this is odd -- my browser (Netscape Communicator 4.75, running on a redhat 6.2 machine) already had "Accept all cookies" on. I turned on "Warn me before accepting a cookie", and when I reload the page and log in, I don't see any cookie notifications at all. Hmmm. Anyone think this might be significant? :-) I quit and restarted netscape, wondering if it had become wedged in some way, but the same thing happens. > If neither of those are it, we should do some off-list debugging. I'd be happy to, and grateful for your time. Thanks. I hope we can work it out, since it seems to be such a common glitch, and I really like the RT design (I liked req's simplicity and flexibility, and it seems that RT has the best parts of req). Jill Lundquist jill at chezns.org "The first butcher I saw as a child had a wooden leg, and to this day I have an unreasonable feeling that butchers with two genuine legs are impostors." -Robertson Davies From craig at strongnet.co.nz Sun Oct 15 21:58:36 2000 From: craig at strongnet.co.nz (Craig Spiers) Date: Mon, 16 Oct 2000 14:58:36 +1300 Subject: [rt-users] (no subject) Message-ID: <04de01c03714$994ce180$591237d2@strongnet.co.nz> subscribe -------------- next part -------------- An HTML attachment was scrubbed... URL: From jill at chezns.org Sun Oct 15 22:54:37 2000 From: jill at chezns.org (Jill Lundquist) Date: Sun, 15 Oct 2000 20:54:37 -0600 Subject: [rt-users] web interface kicks me out repeatedly In-Reply-To: Your message of "Sun, 15 Oct 2000 18:17:47 MDT." <200010160017.e9G0Hml20705@kata.chezns.org> Message-ID: <200010160254.e9G2sbl00755@kata.chezns.org> >Update on the "kicked out when doing anything" problem: Ahem. It works when I stop using our home-grown web proxy (which I didn't realize I had configured on this machine). Good call, Jesse. "Are you running a web proxy?" might be another thing to add to the list of "things that might be wrong if the web interface doesn't work" in the FAQ. Perhaps as a comment on the "must accept cookies" part. Many thanks to all who made suggestions. The first thing I'm going to put in this queue when it's set up is "our proxy needs to work with RT". :-) Jill Lundquist jill at chezns.org "The first butcher I saw as a child had a wooden leg, and to this day I have an unreasonable feeling that butchers with two genuine legs are impostors." -Robertson Davies From gregwhite at ihermes.com Sun Oct 15 23:10:38 2000 From: gregwhite at ihermes.com (Greg White) Date: Sun, 15 Oct 2000 20:10:38 -0700 Subject: [rt-users] web interface kicks me out repeatedly References: <200010160254.e9G2sbl00755@kata.chezns.org> Message-ID: <39EA71AE.48A9D228@ihermes.com> Jill Lundquist wrote: > > >Update on the "kicked out when doing anything" problem: > > Ahem. It works when I stop using our home-grown web proxy (which I > didn't realize I had configured on this machine). Good call, Jesse. > > "Are you running a web proxy?" might be another thing to add to the > list of "things that might be wrong if the web interface doesn't > work" in the FAQ. Perhaps as a comment on the "must accept cookies" > part. > SNIP Just wanting to chime in, here -- when I don't use the proxy (squid), it kicks me out. When I do, it doesn't. Opposite behaviour of the OP... Any thoughts? GW From jill at chezns.org Mon Oct 16 00:22:00 2000 From: jill at chezns.org (Jill Lundquist) Date: Sun, 15 Oct 2000 22:22:00 -0600 Subject: [rt-users] modifying queue via CLI? Message-ID: <200010160422.e9G4M0l25857@kata.chezns.org> I've not been able to figure out how to modify a queue via the command-line interface. I've tried 'rtadmin -modify support' (where support is the queue name), but I don't get a list of available options or anything. Where is this documented? Jill Lundquist jill at chezns.org "The first butcher I saw as a child had a wooden leg, and to this day I have an unreasonable feeling that butchers with two genuine legs are impostors." -Robertson Davies From jesse at fsck.com Mon Oct 16 00:50:45 2000 From: jesse at fsck.com (Jesse) Date: Mon, 16 Oct 2000 00:50:45 -0400 Subject: [rt-users] modifying queue via CLI? In-Reply-To: <200010160422.e9G4M0l25857@kata.chezns.org>; from jill@chezns.org on Sun, Oct 15, 2000 at 10:22:00PM -0600 References: <200010160422.e9G4M0l25857@kata.chezns.org> Message-ID: <20001016005045.R10703@pallas.fsck.com> rtadmin --help you want rtadmin queue -modify sypport. I apologize for the byzantine syntax. I was 19 and didn't know any better. On Sun, Oct 15, 2000 at 10:22:00PM -0600, Jill Lundquist wrote: > > I've not been able to figure out how to modify a queue via the > command-line interface. > > I've tried 'rtadmin -modify support' (where support is the queue name), > but I don't get a list of available options or anything. Where is > this documented? > > Jill Lundquist jill at chezns.org > "The first butcher I saw as a child had a wooden leg, and to this > day I have an unreasonable feeling that butchers with two genuine > legs are impostors." -Robertson Davies > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- I think co-ordinating 1000 prima donnas living all over the world will be as easy as herding cats..." -- Andy Tanenbaum on the linux development model, 1992 From pll at mclinux.com Mon Oct 16 10:20:51 2000 From: pll at mclinux.com (Paul Lussier) Date: Mon, 16 Oct 2000 10:20:51 -0400 Subject: [rt-users] Requests in mySQL, but not showing up in RT web UI? Message-ID: <200010161420.e9GEKpu16394@coda.lowell.mclinux.com> Hi all, I'm running RT-1.0.4, with mySQL-3.22. I seem to be experiencing a bizarre phenomenon of entering cases into RT, receiving the e-mail generated by RT, but then not being able to view them in the web interface. If I enter the specific number into the "Display Request #" field and click the button, I get all the information, but I need to know the case number, since they're not showing up in the request queue. Any ideas? Thanks, -- Seeya, Paul ---- I'm in shape, my shape just happens to be pear! If you're not having fun, you're not doing it right! From allbery at ece.cmu.edu Mon Oct 16 10:50:40 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Mon, 16 Oct 2000 10:50:40 -0400 Subject: [rt-users] Requests in mySQL, but not showing up in RT web UI? In-Reply-To: <200010161420.e9GEKpu16394@coda.lowell.mclinux.com> Message-ID: <18240000.971707840@tully> On 10/16/00 10:20:51 -0400, Paul Lussier wrote: +----- | If I enter the specific number into the "Display Request #" field and | click the button, I get all the information, but I need to know the case | number, since they're not showing up in the request queue. +--->8 Make sure you select "All" or "Done" as the status? -- brandon s. allbery [os/2][linux][solaris][japh] allbery at kf8nh.apk.net system administrator [WAY too many hats] allbery at ece.cmu.edu electrical and computer engineering KF8NH carnegie mellon university ["better check the oblivious first" -ke6sls] From pll at mclinux.com Mon Oct 16 11:22:57 2000 From: pll at mclinux.com (Paul Lussier) Date: Mon, 16 Oct 2000 11:22:57 -0400 Subject: [rt-users] Requests in mySQL, but not showing up in RT web UI? In-Reply-To: Message from "Brandon S. Allbery KF8NH" of "Mon, 16 Oct 2000 10:50:40 EDT." <18240000.971707840@tully> References: <18240000.971707840@tully> Message-ID: <200010161522.e9GFMvu17961@coda.lowell.mclinux.com> In a message dated: Mon, 16 Oct 2000 10:50:40 EDT "Brandon S. Allbery KF8NH" said: >On 10/16/00 10:20:51 -0400, Paul Lussier wrote: >+----- >| If I enter the specific number into the "Display Request #" field and >| click the button, I get all the information, but I need to know the case >| number, since they're not showing up in the request queue. >+--->8 > >Make sure you select "All" or "Done" as the status? I did that that, they still weren't showing up. I think the problem is that the requests were created with no initial status. In the database tables, they existed, but the status field was empty. As soon as I set them to open, they started showing up. I think this occured because I mucked with the forms.pm code. I wanted to remove the ability to set an initial priority or status on the request. In doing so, I should have set the initial status to open. So, somewhere in the code for displaying the queue, there must be something that checks to see if there's been a status set to some value. If status has no value, then it's not displayed. This could be either a bug or feature depending upon your perspective :) But since I mucked with the code, I'm responsible :) I would like to see some of these as options though, there are certain things I would like to be able to configure, such as priority ranges (1-5, not 0-99), whether or not people can set initial priorities and status, etc. Hopefully 2.0 will have these and many other great things :) I look forward to that release! Thanks, -- Seeya, Paul ---- I'm in shape, my shape just happens to be pear! If you're not having fun, you're not doing it right! From jesse at fsck.com Mon Oct 16 12:17:57 2000 From: jesse at fsck.com (Jesse) Date: Mon, 16 Oct 2000 12:17:57 -0400 Subject: [rt-users] web interface kicks me out repeatedly In-Reply-To: <39EA71AE.48A9D228@ihermes.com>; from gregwhite@ihermes.com on Sun, Oct 15, 2000 at 08:10:38PM -0700 References: <200010160254.e9G2sbl00755@kata.chezns.org> <39EA71AE.48A9D228@ihermes.com> Message-ID: <20001016121757.Y10703@pallas.fsck.com> Does it set cookies in your browser and still kick you out or not set cookies at all? On Sun, Oct 15, 2000 at 08:10:38PM -0700, Greg White wrote: > Jill Lundquist wrote: > > > > >Update on the "kicked out when doing anything" problem: > > > > Ahem. It works when I stop using our home-grown web proxy (which I > > didn't realize I had configured on this machine). Good call, Jesse. > > > > "Are you running a web proxy?" might be another thing to add to the > > list of "things that might be wrong if the web interface doesn't > > work" in the FAQ. Perhaps as a comment on the "must accept cookies" > > part. > > > SNIP > > Just wanting to chime in, here -- when I don't use the proxy (squid), it > kicks > me out. When I do, it doesn't. Opposite behaviour of the OP... Any > thoughts? > > GW > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- I 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 jesse at fsck.com Mon Oct 16 13:26:20 2000 From: jesse at fsck.com (Jesse) Date: Mon, 16 Oct 2000 13:26:20 -0400 Subject: [rt-users] Delete tickets ? In-Reply-To: <39E7157F.4F2B793D@akio-solutions.com>; from jmlm@akio-solutions.com on Fri, Oct 13, 2000 at 04:00:31PM +0200 References: <39E7157F.4F2B793D@akio-solutions.com> Message-ID: <20001016132620.Z10703@pallas.fsck.com> With RT1, there isn't a real easy way to scrip the deletion of lots of tickets :/ On Fri, Oct 13, 2000 at 04:00:31PM +0200, LE MAGOROU Jean Martial wrote: > Hi, > > How can i delete a large number of tickets ? (The kill button take a > long time to do...) > > Thanx. > -- > Jean Martial LE MAGOROU > AKIO-SOLUTIONS > 174 Quai de Jemappes > 75010 Paris > Tel : 01 44 52 83 20 > jmlm at akio-solutions.com > ---------------------------------------- > www.akio-solutions.com > > _______________________________________________ > 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 ------------------------------------------------------------- the point is that words were exchanged. neurolinguistic programming will do the rest. they should be showing up at my house any day now. From rspier at pobox.com Mon Oct 16 17:01:06 2000 From: rspier at pobox.com (Robert Spier) Date: Mon, 16 Oct 2000 17:01:06 -0400 (EDT) Subject: [rt-users] Delete tickets ? In-Reply-To: <20001016132620.Z10703@pallas.fsck.com> References: <39E7157F.4F2B793D@akio-solutions.com> <20001016132620.Z10703@pallas.fsck.com> Message-ID: <14827.27794.432457.747039@rls.cx> >>>>> "J" == Jesse writes: J> With RT1, there isn't a real easy way to scrip the deletion of lots J> of tickets :/ Shell scripting. for x in 1 2 3 4; do rt -kill %x; done From jesse at fsck.com Mon Oct 16 17:05:49 2000 From: jesse at fsck.com (Jesse) Date: Mon, 16 Oct 2000 17:05:49 -0400 Subject: [rt-users] Delete tickets ? In-Reply-To: <14827.27794.432457.747039@rls.cx>; from rspier@pobox.com on Mon, Oct 16, 2000 at 05:01:06PM -0400 References: <39E7157F.4F2B793D@akio-solutions.com> <20001016132620.Z10703@pallas.fsck.com> <14827.27794.432457.747039@rls.cx> Message-ID: <20001016170549.J10703@pallas.fsck.com> Except rt -kill requires you to type "yes" on the next line. which is certainly scriptable too. but that script won't do it. On Mon, Oct 16, 2000 at 05:01:06PM -0400, Robert Spier wrote: > >>>>> "J" == Jesse writes: > J> With RT1, there isn't a real easy way to scrip the deletion of lots > J> of tickets :/ > > Shell scripting. > > for x in 1 2 3 4; do rt -kill %x; done > > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- "Mary had a crypto key / She kept it in escrow And everything that Mary said / The Feds were sure to know" -- Sam Simpson From rspier at pobox.com Mon Oct 16 17:08:27 2000 From: rspier at pobox.com (Robert Spier) Date: Mon, 16 Oct 2000 17:08:27 -0400 (EDT) Subject: [rt-users] Delete tickets ? In-Reply-To: <20001016170549.J10703@pallas.fsck.com> References: <39E7157F.4F2B793D@akio-solutions.com> <20001016132620.Z10703@pallas.fsck.com> <14827.27794.432457.747039@rls.cx> <20001016170549.J10703@pallas.fsck.com> Message-ID: <14827.28235.64820.696287@rls.cx> >>>>> "J" == Jesse writes: J> Except rt -kill requires you to type "yes" on the next line. which J> is certainly scriptable too. but that script won't do it. True. echo "yes" | rt -kill $x Or something. From vincent at eec.de Tue Oct 17 17:44:03 2000 From: vincent at eec.de (Vincent - D. Ertner) Date: Tue, 17 Oct 2000 23:44:03 +0200 Subject: [rt-users] Headers Follow Message-ID: <137287006078.20001017234403@eec.de> Hi rt-users, anyone who knows how to adjust RT that the "--- Headers Follow ---" part is omitted? Cheers, Vince ''' ??? - From llee at mail.ivillage.com Tue Oct 17 19:16:34 2000 From: llee at mail.ivillage.com (Lawrence Lee) Date: Tue, 17 Oct 2000 19:16:34 -0400 Subject: [rt-users] Headers Follow References: <137287006078.20001017234403@eec.de> Message-ID: <39ECDDD2.59DEC249@mail.ivillage.com> we're using rt 1.0.2 and if you look around line 90 of /usr/local/rt/lib/rt/ui/web/support.pm (your path may vary slightly at the beginning) there is a snippet of code that says if ($header_mode ne 'none') { &new_table(); { foreach $line (@header_lines) { I just threw in a line above it so it looks like: $header_mode = "none"; if ($header_mode ne 'none') { &new_table(); { foreach $line (@header_lines) { not very pretty but it works. > anyone who knows how to adjust RT that the "--- Headers Follow > ---" part is omitted? From fai at pbc.com Wed Oct 18 00:03:30 2000 From: fai at pbc.com (Fai Lau) Date: Tue, 17 Oct 2000 21:03:30 -0700 Subject: [rt-users] web interface kicks me out repeatedly Message-ID: <8104DBB8386FD411B8A600D0B76FEAFE0E8991@himalaya.pacband.com> I just installed the RT 1.0.4 and Apache 1.3.14 on a Solaris 7 machine. The rt command line interface is working fine for me, but the web interface keeps kicking me out when I try to select anything. I went through the all the suggested fix on this login issue, but still couldn't get it to work. I am really appreciated for any help. Fai fai at pbc.com From jdfalk at mail-abuse.org Wed Oct 18 16:30:07 2000 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Wed, 18 Oct 2000 13:30:07 -0700 Subject: [rt-users] Way to turn off due date after resolving a ticket? (fwd) Message-ID: <20001018133007.N56402@mail-abuse.org> ----- Forwarded message ----- I'm setting due dates for myself and paying attention to them so I know when to consider RBL recommendations. Only problem is after I've resolved a ticket it still appears as overdue. How can I turn off the due date for a ticket? ----- End forwarded message ----- This is using rt-1.0.4pre3. Any thoughts? Is this no longer an issue in RT2? -- 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 genx97 at mindspring.com Wed Oct 18 19:17:22 2000 From: genx97 at mindspring.com (Dirk) Date: Wed, 18 Oct 2000 19:17:22 -0400 Subject: [rt-users] starting rt Message-ID: I didn't get a readme with RT. How do I start it up? do I have to start it up with mysql? From dkillebrew at giftmail.com Thu Oct 19 11:34:14 2000 From: dkillebrew at giftmail.com (dkillebrew) Date: Thu, 19 Oct 2000 11:34:14 -0400 Subject: [rt-users] RT question Message-ID: Quick question. If you shouldn't startup rt by running rtmux.pl in the bin directory, then how does one start RT? Please help. The clamoring is getting louder. I haven't had to restart RT since it first began running in November 1999. SO naturally I have forgotten how. RSVP, thanks, Dirk -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 1632 bytes Desc: not available URL: From dkillebrew at giftmail.com Thu Oct 19 12:12:46 2000 From: dkillebrew at giftmail.com (dkillebrew) Date: Thu, 19 Oct 2000 12:12:46 -0400 Subject: [rt-users] RT question 2 In-Reply-To: Message-ID: what does this mean? ./rtadmin Mysql->connect(database=rt;host=localhost) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) at /usr/local/rt/lib/rt/database.pm line 24 [connectdb] Database connect failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) # > -----Original Message----- > From: dkillebrew [mailto:dkillebrew at giftmail.com] > Sent: Thursday, October 19, 2000 11:34 AM > To: rt-users at lists.fsck.com > Subject: RT question > > Quick question. If you shouldn't startup rt by running rtmux.pl in the > bin directory, then how does one start RT? > Please help. The clamoring is getting louder. I haven't had to restart > RT since it first began running in November 1999. SO naturally I have > forgotten how. > RSVP, > thanks, > Dirk -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 2172 bytes Desc: not available URL: From stephen at mendel.ucsc.edu Thu Oct 19 12:21:20 2000 From: stephen at mendel.ucsc.edu (Stephen Hauskins) Date: Thu, 19 Oct 2000 09:21:20 -0700 (PDT) Subject: [rt-users] RT question 2 Message-ID: <200010191621.JAA29969@mendel.ucsc.edu> It look likes msqyl is not running, that is the file it creates on startup. > what does this mean? > ./rtadmin > Mysql->connect(database=rt;host=localhost) failed: Can't connect to local > MySQL server through socket '/tmp/mysql.sock' (2) at > /usr/local/rt/lib/rt/database.pm line 24 > [connectdb] Database connect failed: Can't connect to local MySQL server > through socket '/tmp/mysql.sock' (2) > # > > -----Original Message----- > > From: dkillebrew [mailto:dkillebrew at giftmail.com] > > Sent: Thursday, October 19, 2000 11:34 AM > > To: rt-users at lists.fsck.com > > Subject: RT question > > > > Quick question. If you shouldn't startup rt by running rtmux.pl in the > > bin directory, then how does one start RT? > > Please help. The clamoring is getting louder. I haven't had to restart > > RT since it first began running in November 1999. SO naturally I have > > forgotten how. > > RSVP, > > thanks, > > Dirk From pll at mclinux.com Thu Oct 19 12:27:58 2000 From: pll at mclinux.com (Paul Lussier) Date: Thu, 19 Oct 2000 12:27:58 -0400 Subject: [rt-users] RT question 2 In-Reply-To: Message from "dkillebrew" of "Thu, 19 Oct 2000 12:12:46 EDT." References: Message-ID: <200010191627.e9JGRwu21058@coda.lowell.mclinux.com> In a message dated: Thu, 19 Oct 2000 12:12:46 EDT "dkillebrew" said: >what does this mean? > ./rtadmin >Mysql->connect(database=rt;host=localhost) failed: Can't connect to local >MySQL server through socket '/tmp/mysql.sock' (2) at >/usr/local/rt/lib/rt/database.pm line 24 >[connectdb] Database connect failed: Can't connect to local MySQL server >through socket '/tmp/mysql.sock' (2) It sounds like your MySQL database isn't running anylonger. Can you log into the database manually? Look at ps and see of mysql is running. -- Seeya, Paul ---- I'm in shape, my shape just happens to be pear! If you're not having fun, you're not doing it right! From ra at letras.de Thu Oct 19 12:28:10 2000 From: ra at letras.de (Ralph Angenendt) Date: Thu, 19 Oct 2000 18:28:10 +0200 Subject: [rt-users] RT question 2 In-Reply-To: ; from dkillebrew@giftmail.com on Thu, Oct 19, 2000 at 12:12:46PM -0400 References: Message-ID: <20001019182810.A30840@engel.letras.de> dkillebrew wrote: > what does this mean? > ./rtadmin > Mysql->connect(database=rt;host=localhost) failed: Can't connect to local > MySQL server through socket '/tmp/mysql.sock' (2) at > /usr/local/rt/lib/rt/database.pm line 24 > [connectdb] Database connect failed: Can't connect to local MySQL server > through socket '/tmp/mysql.sock' (2) Something has killed the socket file Applications use to talk with mysql - maybe some script like tmpwatch. Quick fix: Restart mysql. Long term solution: Change the script which starts mysql. On many distributions MySQL seems to have /tmp/mysql.sock compiled in - in a directory where it is prone to be deleted by maintenance scripts. But you can give mysql a different socket file by starting it with the option --socket. Take a look at 'mysql --help'. Ralph -- __________________________________________________________________________ Ralph Angenendt | "Military justice is to justice what military http://www.letras.de | music is to music" ra at letras.de | -- Groucho Marx -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 232 bytes Desc: not available URL: From clark at desktop.com Thu Oct 19 12:28:11 2000 From: clark at desktop.com (Clark Shishido) Date: Thu, 19 Oct 2000 09:28:11 -0700 Subject: [rt-users] RT question In-Reply-To: ; from dkillebrew@giftmail.com on Thu, Oct 19, 2000 at 11:34:14AM -0400 References: Message-ID: <20001019092811.B91529@desktop.com> On Thu, Oct 19, 2000 at 11:34:14AM -0400, dkillebrew emailed: > Quick question. If you shouldn't startup rt by running rtmux.pl in the bin > directory, then how does one start RT? to keep RT running MySQL and a web server have to be running. your second post just looks like you haven't started up MySQL yet. --clark From ra at letras.de Thu Oct 19 12:29:56 2000 From: ra at letras.de (Ralph Angenendt) Date: Thu, 19 Oct 2000 18:29:56 +0200 Subject: [rt-users] RT question In-Reply-To: ; from dkillebrew@giftmail.com on Thu, Oct 19, 2000 at 11:34:14AM -0400 References: Message-ID: <20001019182956.B30840@engel.letras.de> dkillebrew wrote: > Quick question. If you shouldn't startup rt by running rtmux.pl in the bin > directory, then how does one start RT? > Please help. The clamoring is getting louder. I haven't had to restart RT > since it first began running in November 1999. SO naturally I have > forgotten how. Errm - either you use the web interface to start webrt.cgi or you use the programs rt or rtadmin in /path/to/rt/bin/. But I think you should fix your database problem, RT will run like a charm again after that :) Ralph -- __________________________________________________________________________ Ralph Angenendt | "Military justice is to justice what military http://www.letras.de | music is to music" ra at letras.de | -- Groucho Marx -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 232 bytes Desc: not available URL: From virginia at texterity.com Thu Oct 19 14:45:07 2000 From: virginia at texterity.com (Virginia Beauregard) Date: Thu, 19 Oct 2000 14:45:07 -0400 (EDT) Subject: [rt-users] RT question In-Reply-To: <20001019161214.726D430E809@fsck.com> Message-ID: > From: "dkillebrew" > Date: Thu, 19 Oct 2000 11:34:14 -0400 > > Quick question. If you shouldn't startup rt by running rtmux.pl in the bin > directory, then how does one start RT? What do you mean by "start RT"? Besides the mysql daemon running the database in the background, and the web server serving the web client on the front end, there isn't anything you need to "start". -- Virginia J. Beauregard virginia at texterity.com UNIX Systems and Network Administrator Texterity, Inc. From stephany at xigo.com Thu Oct 19 15:13:20 2000 From: stephany at xigo.com (Stephany Burge) Date: Thu, 19 Oct 2000 12:13:20 -0700 Subject: [rt-users] Can't always send mail from web interface References: <137287006078.20001017234403@eec.de> <39ECDDD2.59DEC249@mail.ivillage.com> Message-ID: <39EF47D0.FBDD7880@xigo.com> Every once in a while whenI try to send email via the web interface of Request Tracker, I get an Apache Internal Server Error. It does not happen all the time. I think (but have been unable to verify) that it happens when I either Reply or Comment and cc/bcc other people. The error log reveals: [Thu Oct 19 11:51:15 2000] [error] [client 10.0.0.191] Premature end of script headers: /usr/local/rt/bin/cgi/webrt.cgi Could not send mail :( Tried to launch this command: /usr/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m [Thu Oct 19 11:51:20 2000] [error] [client 10.0.0.191] Premature end of script headers: /usr/local/rt/bin/cgi/webrt.cgi I am running Apache 1.3.6 and RT 1.0.4 on Solaris 7 with Sendmail 8.9.3 Has anyone else had this problem? Thanks, -Stephany From jesse at fsck.com Thu Oct 19 16:04:42 2000 From: jesse at fsck.com (Jesse) Date: Thu, 19 Oct 2000 16:04:42 -0400 Subject: [rt-users] Way to turn off due date after resolving a ticket? (fwd) In-Reply-To: <20001018133007.N56402@mail-abuse.org>; from jdfalk@mail-abuse.org on Wed, Oct 18, 2000 at 01:30:07PM -0700 References: <20001018133007.N56402@mail-abuse.org> Message-ID: <20001019160442.G439@fsck.com> That's more of a display issue. I know we've done some work on it in RT2, but we may not have all the right logic in place yet. By overdue, I suppose they mean due in "-x days" which is just a representation of when it was due, not technically that it is past due...but it is confusing. On Wed, Oct 18, 2000 at 01:30:07PM -0700, J.D. Falk wrote: > ----- Forwarded message ----- > > I'm setting due dates for myself and paying attention to them so I know > when to consider RBL recommendations. Only problem is after I've resolved > a ticket it still appears as overdue. How can I turn off the due date for > a ticket? > > ----- End forwarded message ----- > > This is using rt-1.0.4pre3. Any thoughts? Is this no longer > an issue in RT2? > > -- > J.D. Falk "Laughter is the sound > Product Manager that knowledge makes when it's born." > Mail Abuse Prevention System LLC -- The Cluetrain Manifesto > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- From jdfalk at mail-abuse.org Thu Oct 19 17:16:38 2000 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Thu, 19 Oct 2000 14:16:38 -0700 Subject: [rt-users] Can't always send mail from web interface In-Reply-To: <39EF47D0.FBDD7880@xigo.com>; from stephany@xigo.com on Thu, Oct 19, 2000 at 12:13:20PM -0700 References: <137287006078.20001017234403@eec.de> <39ECDDD2.59DEC249@mail.ivillage.com> <39EF47D0.FBDD7880@xigo.com> Message-ID: <20001019141638.G11688@mail-abuse.org> On 10/19/00, Stephany Burge wrote: > Has anyone else had this problem? Yep, just started happening for me. Looking deeper into it, my guess is that sendmail ignored the -OErrorMode=m and gave an error direcctly instead, which RT didn't now how to handle. I haven't yet tracked down why sendmail would do that. (Oh hey, tell random people at Xigo I said hi until you find one who knows me...there's a whole bunch.) -- 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 stephany at xigo.com Thu Oct 19 18:25:43 2000 From: stephany at xigo.com (Stephany Burge) Date: Thu, 19 Oct 2000 15:25:43 -0700 Subject: [rt-users] Can't always send mail from web interface References: <137287006078.20001017234403@eec.de> <39ECDDD2.59DEC249@mail.ivillage.com> <39EF47D0.FBDD7880@xigo.com> <20001019141638.G11688@mail-abuse.org> Message-ID: <39EF74E7.79841EC0@xigo.com> I think my problem was due to a poor configuration of sendmail (actually a lack of ever configuring it on that box....). I was unable to send email via the web interface when I cc'd or bcc'd email to unqualified userids (ie. cc: stephany rather than cc:stephany at xigo.com). By setting these two sendmail options, I fixed that problem: # who I masquerade as (null for no masquerading) (see also $=M) DMxigo.com # who gets all local email traffic ($R has precedence for unqualified names) DHmail.xigo.com -Stephany "J.D. Falk" wrote: > On 10/19/00, Stephany Burge wrote: > > > Has anyone else had this problem? > > Yep, just started happening for me. Looking deeper into it, my > guess is that sendmail ignored the -OErrorMode=m and gave an > error direcctly instead, which RT didn't now how to handle. > > I haven't yet tracked down why sendmail would do that. > > (Oh hey, tell random people at Xigo I said hi until you find > one who knows me...there's a whole bunch.) > > -- > J.D. Falk "Laughter is the sound > Product Manager that knowledge makes when it's born." > Mail Abuse Prevention System LLC -- The Cluetrain Manifesto > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From ben at aoncue.net Fri Oct 20 08:30:52 2000 From: ben at aoncue.net (Ben Carter) Date: Fri, 20 Oct 2000 13:30:52 +0100 Subject: [rt-users] mailgate help! Message-ID: <017a01c03a91$976dac70$8503640a@aoncue.net> Can anybody help me with the following: 1 message for rt at pop3.domain.com (1715 octets). reading message 1 of 1 (1715 octets) .Insecure $ENV{BASH_ENV} while running with -T switch at /opt/rt/lib/rt/support/mail.pm line 103. fetchmail: MDA exited abnormally or returned nonzero status not flushed thanks, Ben. From jesse at fsck.com Fri Oct 20 11:42:05 2000 From: jesse at fsck.com (Jesse) Date: Fri, 20 Oct 2000 11:42:05 -0400 Subject: [rt-users] mailgate help! In-Reply-To: <017a01c03a91$976dac70$8503640a@aoncue.net>; from ben@aoncue.net on Fri, Oct 20, 2000 at 01:30:52PM +0100 References: <017a01c03a91$976dac70$8503640a@aoncue.net> Message-ID: <20001020114205.R9771@pallas.fsck.com> How do you have rt calling fetchmail? That's not a configuration I'm familiar with.. Jesse On Fri, Oct 20, 2000 at 01:30:52PM +0100, Ben Carter wrote: > Can anybody help me with the following: > > 1 message for rt at pop3.domain.com (1715 octets). > reading message 1 of 1 (1715 octets) .Insecure $ENV{BASH_ENV} while running > with > -T switch at /opt/rt/lib/rt/support/mail.pm line 103. > fetchmail: MDA exited abnormally or returned nonzero status > not flushed > > thanks, > > Ben. > > > _______________________________________________ > 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 ------------------------------------------------------------- "It's buried in the desert, got sand in it, melts Nazis. You know, the Ark of the Covenant" -- siva From hohokus at hotmail.com Fri Oct 20 21:00:56 2000 From: hohokus at hotmail.com (hohokus wombat) Date: Fri, 20 Oct 2000 21:00:56 EDT Subject: [rt-users] rt 1.0.4 merged ticket bug? Message-ID: hello - using rt1.0.4. did a diff against the CVS, found the fix for merged tickets. (i.e., ticket 2 merged into ticket 1, display ticket 2 takes you to ticket 1.) appeared to be one line of code in /rt/lib/ui/web/manipulate.pm, at the beginning of the DisplayForm routine. code was: $serial_num=&rt::normalize_sn("$serial_num"); this fixes the problem nicely, and viewing a ticket that was merged into another takes you to the ticket it was merged into. NEW PROBLEM: if you merge a ticket into a ticket that was already merged, the transaction content disappears. like this: ticket #1 ticket #2 => merge into ticket #1 ticket #3 => merge into ticket #2 => contents lost. any help appreciated. - justin (hohokus at hotmail.com) _________________________________________________________________________ Get Your Private, Free E-mail from MSN Hotmail at http://www.hotmail.com. Share information about yourself, create your own public profile at http://profiles.msn.com. From kimura at ctc.ad.jp Sun Oct 22 22:27:51 2000 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Mon, 23 Oct 2000 11:27:51 +0900 Subject: [rt-users] Question on mail interface Message-ID: <20001023111752.E76F.KIMURA@ctc.ad.jp> Hello, I have a problem using mail interface to manipulate a ticket. When I send a mail to clientrequest at red.stf.ctc.ad.jp with %rt open 4 in the contents, it will responds as follows. //////////////////////////////////////////////////////////////////////// message 1 Subject: [CTCN #] (_rt_system) RT Error: test Reply-To: Kazu Kimura via RT From: Kazu Kimura via RT To: kimura at ctc.ad.jp There has been an error: There has been an error with your request: Your message is reproduced below: mailgate test - - - - - - - - - - - - - - - - - - - Kazu Kimura IP Network tech. dep. CTC Phone +81-52-740-8101 Fax +81-52-740-8935 - - - - - - - - - - - - - - - - - - - - --- Headers Follow --- >From kimura at ctc.ad.jp Mon Oct 23 11:02:07 2000 Return-Path: Received: from stf1.ctc.ad.jp (stf1.ctc.ad.jp [210.158.0.8]) by red.stf.ctc.ad.jp (8.9.3/3.7W) with ESMTP id LAA41025 for ; Mon, 23 Oct 2000 11:02:07 +0900 (JST) /////////////////////////////////////////////////////////////////////// message 2 Subject: [CTCN #0] (_rt_system) RT Actions Complete Reply-To: Kazu Kimura via RT From: Kazu Kimura via RT To: kimura at ctc.ad.jp Thank you for taking some action: > %rt open 4 RT: You don't have permission to modify request #4 -------------------------------------------- Managed by Request Tracker So, two messages are created and it will reject my request. I have an ID in RT and admin privilege. Is there any suggestion on what is wrong? Regards, Kazu From okrouhly at civ.zcu.cz Mon Oct 23 02:18:14 2000 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Mon, 23 Oct 2000 06:18:14 +0000 (GMT) Subject: [rt-users] rt 1.0.4 merged ticket bug? In-Reply-To: Message-ID: On Fri, 20 Oct 2000, hohokus wombat wrote: > hello - > > using rt1.0.4. did a diff against the CVS, found the fix for merged tickets. > (i.e., ticket 2 merged into ticket 1, display ticket 2 takes you to ticket > 1.) > > appeared to be one line of code in /rt/lib/ui/web/manipulate.pm, at the > beginning of the DisplayForm routine. code was: > > $serial_num=&rt::normalize_sn("$serial_num"); > > this fixes the problem nicely, and viewing a ticket that was merged into > another takes you to the ticket it was merged into. > > NEW PROBLEM: > if you merge a ticket into a ticket that was already merged, the transaction > content disappears. like this: > > ticket #1 > ticket #2 => merge into ticket #1 > ticket #3 => merge into ticket #2 => contents lost. > You're right. I've looked at this now and it seems that there is missing the same thing (normalize_sn) in sub merge. Currently I can't spend more time with that fix :-(( A warning at the end: Fixing this code will not affect your older tickets merged such way as above [it will be a soft database inconsistency from my point of view]. > any help appreciated. > - justin (hohokus at hotmail.com) > _________________________________________________________________________ > Get Your Private, Free E-mail from MSN Hotmail at http://www.hotmail.com. > > Share information about yourself, create your own public profile at > http://profiles.msn.com. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > Jan Okrouhly ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- Laboratory for Computer Science | phone: (420 19) 7491588 University of West Bohemia | location: Univerzitni 22 Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- From equijano at nexus.net.mx Mon Oct 23 12:31:31 2000 From: equijano at nexus.net.mx (Esteban Quijano Bonfil) Date: Mon, 23 Oct 2000 10:31:31 -0600 Subject: [rt-users] Test Message-ID: <39F467E3.106603E9@nexus.net.mx> TEst From jkwade at FutureFrontiers.com Mon Oct 23 18:09:28 2000 From: jkwade at FutureFrontiers.com (James Wade) Date: Mon, 23 Oct 2000 17:09:28 -0500 Subject: [rt-users] To many mails Message-ID: <01A885AA7AAA994CAAB0AAB028DE68AFEF8C@business.futurefrontiers.com> Howdy All, Can you give me some advice on the mail. Users are complaining about getting to much mail. It normally works out that the Requester always gets 2 copies sent to him when a change is made. How do I cut down on this? Thanks...James From jesse at fsck.com Mon Oct 23 18:15:59 2000 From: jesse at fsck.com (Jesse) Date: Mon, 23 Oct 2000 18:15:59 -0400 Subject: [rt-users] To many mails In-Reply-To: <01A885AA7AAA994CAAB0AAB028DE68AFEF8C@business.futurefrontiers.com>; from jkwade@FutureFrontiers.com on Mon, Oct 23, 2000 at 05:09:28PM -0500 References: <01A885AA7AAA994CAAB0AAB028DE68AFEF8C@business.futurefrontiers.com> Message-ID: <20001023181559.X9771@pallas.fsck.com> Sounds like you've turned on "notify requestor of transaction" turn it off. On Mon, Oct 23, 2000 at 05:09:28PM -0500, James Wade wrote: > Howdy All, > > Can you give me some advice on the mail. > Users are complaining about getting to > much mail. It normally works out that > the Requester always gets 2 copies sent > to him when a change is made. How do > I cut down on this? > > Thanks...James > > _______________________________________________ > 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 gregwhite at ihermes.com Tue Oct 24 01:15:41 2000 From: gregwhite at ihermes.com (Greg White) Date: Mon, 23 Oct 2000 22:15:41 -0700 Subject: [rt-users] To many mails References: <01A885AA7AAA994CAAB0AAB028DE68AFEF8C@business.futurefrontiers.com> <20001023181559.X9771@pallas.fsck.com> Message-ID: <39F51AFD.84CCDE1A@ihermes.com> Jesse wrote: > > Sounds like you've turned on "notify requestor of transaction" turn it off. > SNIP Personally, I _like_ that notification, but too many users whined about it (like a single extra email telling them that someone actually did _something_ about their problem was too much to handle). I liked letting requesters know that, even if they didn't get to _read_ our comments, at least we were doing something with it. Oh well. End users, what are ya gonna do? GW From jesse at fsck.com Tue Oct 24 01:15:42 2000 From: jesse at fsck.com (Jesse) Date: Tue, 24 Oct 2000 01:15:42 -0400 Subject: [rt-users] To many mails In-Reply-To: <39F51AFD.84CCDE1A@ihermes.com>; from gregwhite@ihermes.com on Mon, Oct 23, 2000 at 10:15:41PM -0700 References: <01A885AA7AAA994CAAB0AAB028DE68AFEF8C@business.futurefrontiers.com> <20001023181559.X9771@pallas.fsck.com> <39F51AFD.84CCDE1A@ihermes.com> Message-ID: <20001024011542.E9771@pallas.fsck.com> 2.0 Acutally makes this much more configurable, though we may not ship a "full" set of notification options for 2.0.0. On Mon, Oct 23, 2000 at 10:15:41PM -0700, Greg White wrote: > Jesse wrote: > > > > Sounds like you've turned on "notify requestor of transaction" turn it off. > > > SNIP > > Personally, I _like_ that notification, but too many users whined about > it (like > a single extra email telling them that someone actually did _something_ > about > their problem was too much to handle). I liked letting requesters know > that, > even if they didn't get to _read_ our comments, at least we were doing > something > with it. Oh well. End users, what are ya gonna do? > > GW > > _______________________________________________ > 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 ------------------------------------------------------------- "That package looks like what I wanted, but the site was down today, so I decided to reimplement it in Perl." -me From pll at mclinux.com Tue Oct 24 09:01:11 2000 From: pll at mclinux.com (Paul Lussier) Date: Tue, 24 Oct 2000 09:01:11 -0400 Subject: [rt-users] To many mails In-Reply-To: Message from Jesse of "Tue, 24 Oct 2000 01:15:42 EDT." <20001024011542.E9771@pallas.fsck.com> References: <01A885AA7AAA994CAAB0AAB028DE68AFEF8C@business.futurefrontiers.com> <20001023181559.X9771@pallas.fsck.com> <39F51AFD.84CCDE1A@ihermes.com> <20001024011542.E9771@pallas.fsck.com> Message-ID: <200010241301.e9OD1Bu07849@coda.lowell.mclinux.com> In a message dated: Tue, 24 Oct 2000 01:15:42 EDT Jesse said: >2.0 Acutally makes this much more configurable, though we may not >ship a "full" set of notification options for 2.0.0. Any idea when 2.0 will be released? Is the CVS version stable enough for use now? Thanks, -- Seeya, Paul ---- I'm in shape, my shape just happens to be pear! If you're not having fun, you're not doing it right! From Richard.West at divatv.com Tue Oct 24 11:40:36 2000 From: Richard.West at divatv.com (Richard West) Date: Tue, 24 Oct 2000 11:40:36 -0400 Subject: [rt-users] Re: RT 2.x References: <01A885AA7AAA994CAAB0AAB028DE68AFEF8C@business.futurefrontiers.com> <20001023181559.X9771@pallas.fsck.com> <39F51AFD.84CCDE1A@ihermes.com> <20001024011542.E9771@pallas.fsck.com> <200010241301.e9OD1Bu07849@coda.lowell.mclinux.com> Message-ID: <39F5AD74.D33BFD99@DivaTV.com> I dunno.. I'm probably rocking the boat here, but, to be honest, the RT2.x GUI scares the crap out of me. RT's a great application, but, on first glance, RT2.x adds another whole layer of complexity to the GUI that looks to make the Admin's life more difficult rather than make it easier... It's just looking more and more like something from Remedy (can we say "ewwww!"?).. We'll probably be holding on to RT 1.x for a while... -Rich > In a message dated: Tue, 24 Oct 2000 01:15:42 EDT > Jesse said: > > >2.0 Acutally makes this much more configurable, though we may not > >ship a "full" set of notification options for 2.0.0. > > Any idea when 2.0 will be released? Is the CVS version stable enough for use > now? -- Richard West mailto:richard.west at divatv.com Sr. Systems Administrator Diva - Princeton, NJ http://www.divatv.com From pll at mclinux.com Tue Oct 24 11:45:36 2000 From: pll at mclinux.com (Paul Lussier) Date: Tue, 24 Oct 2000 11:45:36 -0400 Subject: [rt-users] Re: RT 2.x In-Reply-To: Message from Richard West of "Tue, 24 Oct 2000 11:40:36 EDT." <39F5AD74.D33BFD99@DivaTV.com> References: <01A885AA7AAA994CAAB0AAB028DE68AFEF8C@business.futurefrontiers.com> <20001023181559.X9771@pallas.fsck.com> <39F51AFD.84CCDE1A@ihermes.com> <20001024011542.E9771@pallas.fsck.com> <200010241301.e9OD1Bu07849@coda.lowell.mclinux.com> <39F5AD74.D33BFD99@DivaTV.com> Message-ID: <200010241545.e9OFjau12255@coda.lowell.mclinux.com> In a message dated: Tue, 24 Oct 2000 11:40:36 EDT Richard West said: >I dunno.. I'm probably rocking the boat here, but, to be honest, the RT2.x GUI >scares the crap out of me. RT's a great application, but, on first glance, >RT2.x adds another whole layer of complexity to the GUI that looks to make the >Admin's life more difficult rather than make it easier... It's just looking >more and more like something from Remedy (can we say "ewwww!"?).. > >We'll probably be holding on to RT 1.x for a while... Yikes!!!! And I thought it was going to be just a few "feature" requests :) This thing looks huge! I'll reserve judgement until I see it. It would be nice if the interface were a little configurable to meet the needs of different people. Jesse did a great job with RT1.X, so I have no reason to expect less from him on 2.0 :) -- Seeya, Paul ---- I'm in shape, my shape just happens to be pear! If you're not having fun, you're not doing it right! From ben at aoncue.net Tue Oct 24 11:51:17 2000 From: ben at aoncue.net (Ben Carter) Date: Tue, 24 Oct 2000 16:51:17 +0100 Subject: [rt-users] Email on ticket creation Message-ID: <002701c03dd2$3f469270$8503640a@aoncue.net> Hi, Is there anyway to email all queue members when a ticket is automatically created by someone sending in an email? Ben. From Richard.West at divatv.com Tue Oct 24 11:52:24 2000 From: Richard.West at divatv.com (Richard West) Date: Tue, 24 Oct 2000 11:52:24 -0400 Subject: [rt-users] Re: RT 2.x References: <01A885AA7AAA994CAAB0AAB028DE68AFEF8C@business.futurefrontiers.com> <20001023181559.X9771@pallas.fsck.com> <39F51AFD.84CCDE1A@ihermes.com> <20001024011542.E9771@pallas.fsck.com> <200010241301.e9OD1Bu07849@coda.lowell.mclinux.com> <39F5AD74.D33BFD99@DivaTV.com> <200010241545.e9OFjau12255@coda.lowell.mclinux.com> Message-ID: <39F5B038.71EAC050@DivaTV.com> > Yikes!!!! And I thought it was going to be just a few "feature" requests :) > This thing looks huge! I'll reserve judgement until I see it. It would be > nice if the interface were a little configurable to meet the needs of > different people. *nod* I can see where the desire is to make it do everything for everyone.. The ability to turn on and off 'features', including those within the GUI, would be a nice 'feature'. :) > Jesse did a great job with RT1.X, so I have no reason to expect less from him > on 2.0 :) This is true. :) My concern is that the design of "everything for everyone" makes it overly complex, or just plain too much, for those looking for an easy-to-use and customizable helpdesk system.. -Rich -- Richard West mailto:richard.west at divatv.com Sr. Systems Administrator Diva - Princeton, NJ http://www.divatv.com From llee at mail.ivillage.com Tue Oct 24 12:01:37 2000 From: llee at mail.ivillage.com (Lawrence Lee) Date: Tue, 24 Oct 2000 12:01:37 -0400 Subject: [rt-users] Re: RT 2.x References: <01A885AA7AAA994CAAB0AAB028DE68AFEF8C@business.futurefrontiers.com> <20001023181559.X9771@pallas.fsck.com> <39F51AFD.84CCDE1A@ihermes.com> <20001024011542.E9771@pallas.fsck.com> <200010241301.e9OD1Bu07849@coda.lowell.mclinux.com> <39F5AD74.D33BFD99@DivaTV.com> Message-ID: <39F5B260.703D584A@mail.ivillage.com> matter of personal pref and needs, i think. some of the features like ticket dependencies and hierarchies could be really useful in my environment. *drooling* Richard West wrote: > I dunno.. I'm probably rocking the boat here, but, to be honest, the RT2.x GUI > scares the crap out of me. RT's a great application, but, on first glance, > RT2.x adds another whole layer of complexity to the GUI that looks to make the > Admin's life more difficult rather than make it easier... From ben at aoncue.net Tue Oct 24 12:17:45 2000 From: ben at aoncue.net (Ben Carter) Date: Tue, 24 Oct 2000 17:17:45 +0100 Subject: [rt-users] Email on ticket creation References: <200010241605.JAA05478@mendel.ucsc.edu> Message-ID: <006c01c03dd5$f1c51f90$8503640a@aoncue.net> Well I have tried every single option - the person (a non-queue member) who created the ticket gets a reply, but the call is allocated to "nobody" and no queue members get notified that there is a new ticket. Any ideas? Ben. ----- Original Message ----- From: "Stephen Hauskins" To: Sent: Tuesday, October 24, 2000 5:05 PM Subject: Re: [rt-users] Email on ticket creation > > > Yes, use the admin-webrt.cgi and when you create/modify queues you > can specify who gets email about what. > > > > > > > Hi, > > > > Is there anyway to email all queue members when a ticket is automatically > > created by someone sending in an email? > > > > Ben. > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > From ben at aoncue.net Tue Oct 24 12:18:11 2000 From: ben at aoncue.net (Ben Carter) Date: Tue, 24 Oct 2000 17:18:11 +0100 Subject: [rt-users] Email on ticket creation References: <200010241605.JAA05478@mendel.ucsc.edu> Message-ID: <007901c03dd6$014b9480$8503640a@aoncue.net> Well I have tried every single option - the person (a non-queue member) who created the ticket gets a reply, but the call is allocated to "nobody" and no queue members get notified that there is a new ticket. Any ideas? Ben. ----- Original Message ----- From: "Stephen Hauskins" To: Sent: Tuesday, October 24, 2000 5:05 PM Subject: Re: [rt-users] Email on ticket creation > > > Yes, use the admin-webrt.cgi and when you create/modify queues you > can specify who gets email about what. > > > > > > > Hi, > > > > Is there anyway to email all queue members when a ticket is automatically > > created by someone sending in an email? > > > > Ben. > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > From pll at mclinux.com Tue Oct 24 12:25:00 2000 From: pll at mclinux.com (Paul Lussier) Date: Tue, 24 Oct 2000 12:25:00 -0400 Subject: [rt-users] Email on ticket creation In-Reply-To: Message from "Ben Carter" of "Tue, 24 Oct 2000 17:17:45 BST." <006c01c03dd5$f1c51f90$8503640a@aoncue.net> References: <200010241605.JAA05478@mendel.ucsc.edu> <006c01c03dd5$f1c51f90$8503640a@aoncue.net> Message-ID: <200010241625.e9OGP0u13327@coda.lowell.mclinux.com> In a message dated: Tue, 24 Oct 2000 17:17:45 BST "Ben Carter" said: >Well I have tried every single option - the person (a non-queue member) who >created the ticket gets a reply, but the call is allocated to "nobody" and >no queue members get notified that there is a new ticket. > >Any ideas? Do you have "Send email notification of each transaction" selected within the queue properties? -- Seeya, Paul ---- I'm in shape, my shape just happens to be pear! If you're not having fun, you're not doing it right! From jesse at fsck.com Tue Oct 24 12:29:47 2000 From: jesse at fsck.com (Jesse) Date: Tue, 24 Oct 2000 12:29:47 -0400 Subject: [rt-users] Re: RT 2.x In-Reply-To: <39F5B038.71EAC050@DivaTV.com>; from Richard.West@divatv.com on Tue, Oct 24, 2000 at 11:52:24AM -0400 References: <01A885AA7AAA994CAAB0AAB028DE68AFEF8C@business.futurefrontiers.com> <20001023181559.X9771@pallas.fsck.com> <39F51AFD.84CCDE1A@ihermes.com> <20001024011542.E9771@pallas.fsck.com> <200010241301.e9OD1Bu07849@coda.lowell.mclinux.com> <39F5AD74.D33BFD99@DivaTV.com> <200010241545.e9OFjau12255@coda.lowell.mclinux.com> <39F5B038.71EAC050@DivaTV.com> Message-ID: <20001024122947.I9771@pallas.fsck.com> The design of the 2.0 UI is completely customizable. you can yank anything you don't need. Don't knock it 'till you've tried it. On Tue, Oct 24, 2000 at 11:52:24AM -0400, Richard West wrote: > > Yikes!!!! And I thought it was going to be just a few "feature" requests :) > > This thing looks huge! I'll reserve judgement until I see it. It would be > > nice if the interface were a little configurable to meet the needs of > > different people. > > *nod* I can see where the desire is to make it do everything for everyone.. The > ability to turn on and off 'features', including those within the GUI, would be a > nice 'feature'. :) > > > > Jesse did a great job with RT1.X, so I have no reason to expect less from him > > on 2.0 :) > > This is true. :) > > My concern is that the design of "everything for everyone" makes it overly > complex, or just plain too much, for those looking for an easy-to-use and > customizable helpdesk system.. > > -Rich > > > > -- > Richard West mailto:richard.west at divatv.com > Sr. Systems Administrator > Diva - Princeton, NJ http://www.divatv.com > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- "Bother," said Pooh, "Eeyore, ready two photon torpedoes and lock phasers on the Heffalump, Piglet, meet me in transporter room three" From ben at aoncue.net Tue Oct 24 12:35:54 2000 From: ben at aoncue.net (Ben Carter) Date: Tue, 24 Oct 2000 17:35:54 +0100 Subject: [rt-users] Email on ticket creation References: <200010241605.JAA05478@mendel.ucsc.edu> <006c01c03dd5$f1c51f90$8503640a@aoncue.net> <200010241625.e9OGP0u13327@coda.lowell.mclinux.com> Message-ID: <00b801c03dd8$7b6327e0$8503640a@aoncue.net> Doesn't that also send out an email to the requestor every time someone updates the call? Ben ----- Original Message ----- From: "Paul Lussier" To: "Ben Carter" Cc: Sent: Tuesday, October 24, 2000 5:25 PM Subject: Re: [rt-users] Email on ticket creation > In a message dated: Tue, 24 Oct 2000 17:17:45 BST > "Ben Carter" said: > > >Well I have tried every single option - the person (a non-queue member) who > >created the ticket gets a reply, but the call is allocated to "nobody" and > >no queue members get notified that there is a new ticket. > > > >Any ideas? > > Do you have "Send email notification of each transaction" selected within the > queue properties? > -- > Seeya, > Paul > ---- > I'm in shape, my shape just happens to be pear! > > If you're not having fun, you're not doing it right! > > > From pll at mclinux.com Tue Oct 24 12:34:26 2000 From: pll at mclinux.com (Paul Lussier) Date: Tue, 24 Oct 2000 12:34:26 -0400 Subject: [rt-users] Re: RT 2.x In-Reply-To: Message from Jesse of "Tue, 24 Oct 2000 12:29:47 EDT." <20001024122947.I9771@pallas.fsck.com> References: <01A885AA7AAA994CAAB0AAB028DE68AFEF8C@business.futurefrontiers.com> <20001023181559.X9771@pallas.fsck.com> <39F51AFD.84CCDE1A@ihermes.com> <20001024011542.E9771@pallas.fsck.com> <200010241301.e9OD1Bu07849@coda.lowell.mclinux.com> <39F5AD74.D33BFD99@DivaTV.com> <200010241545.e9OFjau12255@coda.lowell.mclinux.com> <39F5B038.71EAC050@DivaTV.com> <20001024122947.I9771@pallas.fsck.com> Message-ID: <200010241634.e9OGYQu13579@coda.lowell.mclinux.com> In a message dated: Tue, 24 Oct 2000 12:29:47 EDT Jesse said: >The design of the 2.0 UI is completely customizable. you can yank anything >you don't need. Very cool! >Don't knock it 'till you've tried it. I wasn't, just wanted to know when I could try it :) -- Seeya, Paul ---- I'm in shape, my shape just happens to be pear! If you're not having fun, you're not doing it right! From horne at std.teradyne.com Tue Oct 24 12:59:31 2000 From: horne at std.teradyne.com (Eric Horne) Date: Tue, 24 Oct 2000 09:59:31 -0700 Subject: [rt-users] Email on ticket creation References: <200010241605.JAA05478@mendel.ucsc.edu> <006c01c03dd5$f1c51f90$8503640a@aoncue.net> <200010241625.e9OGP0u13327@coda.lowell.mclinux.com> <00b801c03dd8$7b6327e0$8503640a@aoncue.net> Message-ID: <39F5BFF3.80ED7EF2@std.teradyne.com> I think I'm in the same boat as Ben.. here's another perspective: I'd like to be able to assign tasks to the folks in my group. Currently, this happens on a synchronous basis -- every hour or so I check the list of tasks that are not assigned and I go through and assign them. I don't have notify of every transaction because I don't need that much e-mail (if I want the status on something, I'll look it up, thank you very much); I would, however, like to know when a brand new, unassigned request gets entered into the queue so that I can assign it quickly. I've tried creating a NULL user in the database, but that seems to have no affect. Any hints? -Eric Ben Carter wrote: > > Doesn't that also send out an email to the requestor every time someone > updates the call? > > Ben > ----- Original Message ----- > From: "Paul Lussier" > To: "Ben Carter" > Cc: > Sent: Tuesday, October 24, 2000 5:25 PM > Subject: Re: [rt-users] Email on ticket creation > > > In a message dated: Tue, 24 Oct 2000 17:17:45 BST > > "Ben Carter" said: > > > > >Well I have tried every single option - the person (a non-queue member) > who > > >created the ticket gets a reply, but the call is allocated to "nobody" > and > > >no queue members get notified that there is a new ticket. > > > > > >Any ideas? > > > > Do you have "Send email notification of each transaction" selected within > the > > queue properties? > > -- > > Seeya, > > Paul > > ---- > > I'm in shape, my shape just happens to be pear! > > > > If you're not having fun, you're not doing it right! > > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From pll at mclinux.com Tue Oct 24 13:02:39 2000 From: pll at mclinux.com (Paul Lussier) Date: Tue, 24 Oct 2000 13:02:39 -0400 Subject: [rt-users] Email on ticket creation In-Reply-To: Message from "Ben Carter" of "Tue, 24 Oct 2000 17:35:54 BST." <00b801c03dd8$7b6327e0$8503640a@aoncue.net> References: <200010241605.JAA05478@mendel.ucsc.edu> <006c01c03dd5$f1c51f90$8503640a@aoncue.net> <200010241625.e9OGP0u13327@coda.lowell.mclinux.com> <00b801c03dd8$7b6327e0$8503640a@aoncue.net> Message-ID: <200010241702.e9OH2du14428@coda.lowell.mclinux.com> In a message dated: Tue, 24 Oct 2000 17:35:54 BST "Ben Carter" said: >Doesn't that also send out an email to the requestor every time someone >updates the call? No, it just notifies Queue Members of every transaction. There are 3 categories in the admin interface under "Modify Queue": Notification Owner Send email notification of each transaction This one only notifies the *owner* of each transaction. If an incoming e-mail creates a new request, by default, the owner is 'nobody' and no e-mail get sent to an "owner" until one is assigned. The default owner can be changed by setting a 'default' tag in the RT code at the proper place. Queue members This category of people to notify consists of the list of people on the right hand side of the interface for whom you've created "RT" accounts for. Send email notification of each transaction This option will send notification on every transaction which occurs. Send copies of all correspondence This will send only copies of correspondance, not notification of when the status/owner has changed, etc. Just comments between the Requestor and Owner. Send copies of all comments This sends just comments, not all correspondance. Requestors The Requestors are those who originate a request. (requestors will always be sent copies of all correspondence.) Send email notifications of each transaction (except comment) This option will notify the requestor when anything changes wrt the request, but not send "comments" added to the request. Send an autoreply on request creation This option sends the requestor an autoreply back to them letting them know that their request has been received and assigned a tracking number. Hope this helps. -- Seeya, Paul ---- I'm in shape, my shape just happens to be pear! If you're not having fun, you're not doing it right! From ben at aoncue.net Tue Oct 24 13:11:37 2000 From: ben at aoncue.net (Ben Carter) Date: Tue, 24 Oct 2000 18:11:37 +0100 Subject: [rt-users] Email on ticket creation References: <200010241605.JAA05478@mendel.ucsc.edu> <006c01c03dd5$f1c51f90$8503640a@aoncue.net> <200010241625.e9OGP0u13327@coda.lowell.mclinux.com> <00b801c03dd8$7b6327e0$8503640a@aoncue.net> <200010241702.e9OH2du14428@coda.lowell.mclinux.com> Message-ID: <019501c03ddd$7884cdd0$8503640a@aoncue.net> Ah !! Hmm, this does exactly what it says. (I did try that honest!!) Is there anyway to make it email out to queue-members when a new call is created (and allocated to nobody) and then stop emailing ALL queue members when it has been assigned to someone. Ben. ----- Original Message ----- From: "Paul Lussier" To: "Ben Carter" Cc: Sent: Tuesday, October 24, 2000 6:02 PM Subject: Re: [rt-users] Email on ticket creation > In a message dated: Tue, 24 Oct 2000 17:35:54 BST > "Ben Carter" said: > > >Doesn't that also send out an email to the requestor every time someone > >updates the call? > > No, it just notifies Queue Members of every transaction. There are 3 > categories in the admin interface under "Modify Queue": > > Notification > > Owner > > Send email notification of each transaction > > This one only notifies the *owner* of each transaction. If an incoming e-mail > creates a new request, by default, the owner is 'nobody' and no e-mail get > sent to an "owner" until one is assigned. The default owner can be changed > by setting a 'default' tag in the RT code at the proper place. > > > > Queue members > > This category of people to notify consists of the list of people on the right > hand side of the interface for whom you've created "RT" accounts for. > > Send email notification of each transaction > > This option will send notification on every transaction which occurs. > > Send copies of all correspondence > > This will send only copies of correspondance, not notification of when the > status/owner has changed, etc. Just comments between the Requestor and Owner. > > Send copies of all comments > > This sends just comments, not all correspondance. > > > Requestors > > The Requestors are those who originate a request. > > (requestors will always be sent copies of all correspondence.) > > Send email notifications of each transaction (except comment) > > This option will notify the requestor when anything changes wrt the request, > but not send "comments" added to the request. > > Send an autoreply on request creation > > This option sends the requestor an autoreply back to them letting them know > that their request has been received and assigned a tracking number. > > Hope this helps. > -- > Seeya, > Paul > ---- > I'm in shape, my shape just happens to be pear! > > If you're not having fun, you're not doing it right! > > > From jesse at fsck.com Tue Oct 24 13:22:43 2000 From: jesse at fsck.com (Jesse) Date: Tue, 24 Oct 2000 13:22:43 -0400 Subject: [rt-users] Email on ticket creation In-Reply-To: <019501c03ddd$7884cdd0$8503640a@aoncue.net>; from ben@aoncue.net on Tue, Oct 24, 2000 at 06:11:37PM +0100 References: <200010241605.JAA05478@mendel.ucsc.edu> <006c01c03dd5$f1c51f90$8503640a@aoncue.net> <200010241625.e9OGP0u13327@coda.lowell.mclinux.com> <00b801c03dd8$7b6327e0$8503640a@aoncue.net> <200010241702.e9OH2du14428@coda.lowell.mclinux.com> <019501c03ddd$7884cdd0$8503640a@aoncue.net> Message-ID: <20001024132243.L9771@pallas.fsck.com> Not in 1.0.x On Tue, Oct 24, 2000 at 06:11:37PM +0100, Ben Carter wrote: > Ah !! > > Hmm, this does exactly what it says. (I did try that honest!!) > > Is there anyway to make it email out to queue-members when a new call is > created (and allocated to nobody) and then stop emailing ALL queue members > when it has been assigned to someone. > > Ben. > > ----- Original Message ----- > From: "Paul Lussier" > To: "Ben Carter" > Cc: > Sent: Tuesday, October 24, 2000 6:02 PM > Subject: Re: [rt-users] Email on ticket creation > > > > In a message dated: Tue, 24 Oct 2000 17:35:54 BST > > "Ben Carter" said: > > > > >Doesn't that also send out an email to the requestor every time someone > > >updates the call? > > > > No, it just notifies Queue Members of every transaction. There are 3 > > categories in the admin interface under "Modify Queue": > > > > Notification > > > > Owner > > > > Send email notification of each transaction > > > > This one only notifies the *owner* of each transaction. If an incoming > e-mail > > creates a new request, by default, the owner is 'nobody' and no e-mail get > > sent to an "owner" until one is assigned. The default owner can be > changed > > by setting a 'default' tag in the RT code at the proper place. > > > > > > > > Queue members > > > > This category of people to notify consists of the list of people on the > right > > hand side of the interface for whom you've created "RT" accounts for. > > > > Send email notification of each transaction > > > > This option will send notification on every transaction which occurs. > > > > Send copies of all correspondence > > > > This will send only copies of correspondance, not notification of when the > > status/owner has changed, etc. Just comments between the Requestor and > Owner. > > > > Send copies of all comments > > > > This sends just comments, not all correspondance. > > > > > > Requestors > > > > The Requestors are those who originate a request. > > > > (requestors will always be sent copies of all correspondence.) > > > > Send email notifications of each transaction (except comment) > > > > This option will notify the requestor when anything changes wrt the > request, > > but not send "comments" added to the request. > > > > Send an autoreply on request creation > > > > This option sends the requestor an autoreply back to them letting them > know > > that their request has been received and assigned a tracking number. > > > > Hope this helps. > > -- > > Seeya, > > Paul > > ---- > > I'm in shape, my shape just happens to be pear! > > > > If you're not having fun, you're not doing it right! > > > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- 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 okrouhly at civ.zcu.cz Tue Oct 24 14:32:49 2000 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Tue, 24 Oct 2000 18:32:49 +0000 (GMT) Subject: [rt-users] Email on ticket creation In-Reply-To: <019501c03ddd$7884cdd0$8503640a@aoncue.net> Message-ID: On Tue, 24 Oct 2000, Ben Carter wrote: > Ah !! > > Hmm, this does exactly what it says. (I did try that honest!!) > > Is there anyway to make it email out to queue-members when a new call is > created (and allocated to nobody) and then stop emailing ALL queue members > when it has been assigned to someone. There is actually no way. I've partly solved this by adding some own code allowing 'silent' operations on requestors demand (by adding a check-button nearby 'Submit' Reply, Comment, etc. buttons). > Ben. > > ----- Original Message ----- > From: "Paul Lussier" > To: "Ben Carter" > Cc: > Sent: Tuesday, October 24, 2000 6:02 PM > Subject: Re: [rt-users] Email on ticket creation > > > > In a message dated: Tue, 24 Oct 2000 17:35:54 BST > > "Ben Carter" said: > > > > >Doesn't that also send out an email to the requestor every time someone > > >updates the call? > > > > No, it just notifies Queue Members of every transaction. There are 3 > > categories in the admin interface under "Modify Queue": > > > > Notification > > > > Owner > > > > Send email notification of each transaction > > > > This one only notifies the *owner* of each transaction. If an incoming > e-mail > > creates a new request, by default, the owner is 'nobody' and no e-mail get > > sent to an "owner" until one is assigned. The default owner can be > changed > > by setting a 'default' tag in the RT code at the proper place. > > > > > > > > Queue members > > > > This category of people to notify consists of the list of people on the > right > > hand side of the interface for whom you've created "RT" accounts for. > > > > Send email notification of each transaction > > > > This option will send notification on every transaction which occurs. > > > > Send copies of all correspondence > > > > This will send only copies of correspondance, not notification of when the > > status/owner has changed, etc. Just comments between the Requestor and > Owner. > > > > Send copies of all comments > > > > This sends just comments, not all correspondance. > > > > > > Requestors > > > > The Requestors are those who originate a request. > > > > (requestors will always be sent copies of all correspondence.) > > > > Send email notifications of each transaction (except comment) > > > > This option will notify the requestor when anything changes wrt the > request, > > but not send "comments" added to the request. > > > > Send an autoreply on request creation > > > > This option sends the requestor an autoreply back to them letting them > know > > that their request has been received and assigned a tracking number. > > > > Hope this helps. > > -- > > Seeya, > > Paul > > ---- > > I'm in shape, my shape just happens to be pear! > > > > If you're not having fun, you're not doing it right! > > > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > Jan Okrouhly ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- Laboratory for Computer Science | phone: (420 19) 7491588 University of West Bohemia | location: Univerzitni 22 Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- From jcase at tenzing.com Tue Oct 24 14:54:25 2000 From: jcase at tenzing.com (John Case) Date: Tue, 24 Oct 2000 11:54:25 -0700 Subject: [rt-users] Email on ticket creation In-Reply-To: <019501c03ddd$7884cdd0$8503640a@aoncue.net>; from ben@aoncue.net on Tue, Oct 24, 2000 at 06:11:37PM +0100 References: <200010241605.JAA05478@mendel.ucsc.edu> <006c01c03dd5$f1c51f90$8503640a@aoncue.net> <200010241625.e9OGP0u13327@coda.lowell.mclinux.com> <00b801c03dd8$7b6327e0$8503640a@aoncue.net> <200010241702.e9OH2du14428@coda.lowell.mclinux.com> <019501c03ddd$7884cdd0$8503640a@aoncue.net> Message-ID: <20001024115425.A29753@tenzing.com> On Tue, Oct 24, 2000 at 06:11:37PM +0100, Ben Carter wrote: > Ah !! > > Hmm, this does exactly what it says. (I did try that honest!!) > > Is there anyway to make it email out to queue-members when a new call is > created (and allocated to nobody) and then stop emailing ALL queue members > when it has been assigned to someone. > > Ben. > Sure. In the rt source tree, edit lib/rt/database/manipulate.pm In the function add_new_request(), change ... if( $in_owner ) { &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email},"","", "$serial_num" , "$transaction_num","$in_subject","$in_current_user",''); } ... to ... if( $in_owner ) { &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email},"","", "$serial_num" , "$transaction_num","$in_subject","$in_current_user",''); } else { &rt::template_mail ('create_noowner',$in_queue_id,"$queues{$in_queue_id}{'dist_list'}","","", "$serial_num" ,"$transaction_num","$in_subject", "$in_current_user",''); } ... This will also require adding a new template.(In the source snip above, I assume it's called "create_noowner") Here's one: --snip-- %trans:text_time%: Request %serial_num% was created. Transaction: %trans:text% Queue: %req:queue_id% Area: %req:area% Subject: %req:subject% Owner: %req:owner% Requestors: %req:requestors% Status: %req:status% This ticket was created with no owner; this email is to let you know in case you happen to want to take it or assign it. ------------------------------------------------------------------------- %trans:content% --snip-- In your source tree, this would go under lib/generic_templates After these changes, #make upgrade-noclobber and this template will be available for all new queues you create. However, you will have to manually copy it for queues that already exist. To do this, you'll have to copy from your rt-install-dir/rt/lib/generic_templates to rt-install-dir/rt/etc/templates/queues/queuename Ferexample, I've got rt installed under /usr/local/rt, and I already had two queues named 'testq1' and 'testq2' before I made those code changes and created the template. After I have done a "make upgrade-noclobber", I need to: cp /usr/local/rt/lib/generic_templates/create_noowner /usr/local/rt/etc/templates/queues/testq1 cp /usr/local/rt/lib/generic_templates/create_noowner /usr/local/rt/etc/templates/queues/testq2 Later, I make a queue testq3. On creation, the create_noowner is automagically copied to that qeueu's template directory, so I will not need to copy it manually. Note that this only will mail on creation when there is no owner assigned, and there is no way to change that behavior unless you change the code again. I am too lazy to add a easy, pretty way to configure it. :) Please forgive crappy formatting. Sometimes I forget I'm using vi. -- john.case at tenzing.com From gregwhite at ihermes.com Wed Oct 25 00:36:38 2000 From: gregwhite at ihermes.com (Greg White) Date: Tue, 24 Oct 2000 21:36:38 -0700 Subject: [rt-users] Email on ticket creation References: <200010241605.JAA05478@mendel.ucsc.edu> <006c01c03dd5$f1c51f90$8503640a@aoncue.net> <200010241625.e9OGP0u13327@coda.lowell.mclinux.com> <00b801c03dd8$7b6327e0$8503640a@aoncue.net> <200010241702.e9OH2du14428@coda.lowell.mclinux.com> <019501c03ddd$7884cdd0$8503640a@aoncue.net> <20001024115425.A29753@tenzing.com> Message-ID: <39F66356.75E68111@ihermes.com> John Case wrote: > > On Tue, Oct 24, 2000 at 06:11:37PM +0100, Ben Carter wrote: > > Ah !! > > > > Hmm, this does exactly what it says. (I did try that honest!!) > > > > Is there anyway to make it email out to queue-members when a new call is > > created (and allocated to nobody) and then stop emailing ALL queue members > > when it has been assigned to someone. > > > > Ben. > > > > Sure. In the rt source tree, edit lib/rt/database/manipulate.pm > In the function add_new_request(), change > ... SNIP Assuming that RT is set up like ours is, with a user account for queue address, and qmail as the MTA, this is as simple as: [queue at rt queue]$ cat .qmail &queue-members-list at example.com | /usr/local/rt/bin/rt-mailgate support correspond (We currently use this setup to forward to a monitor's pager when a new transaction is created). This will sometimes create extra emails when people simply email replies in, but this is a feature in our circumstances, where the requestor will usually be the only one emailing replies. A similar setup with a .forward should be dead easy, I'd bet, but don't ask me for advice on that, I've avoided sendmail like the plague for quite some time now... HTH, GW From arclight at jump.net Wed Oct 25 01:25:20 2000 From: arclight at jump.net (arclight at jump.net) Date: Wed, 25 Oct 2000 00:25:20 -0500 Subject: [rt-users] Email on ticket creation In-Reply-To: <39F5BFF3.80ED7EF2@std.teradyne.com> Message-ID: <200010250525.e9P5PKI02544@mail11.jump.net> Hi, I added an --orphans option to rtreports that lists unowned unresolved tickets. The core is the following SQL query: SELECT DISTINCT effective_sn, status, queue_id, area, subject FROM each_req WHERE ((status = 'open') OR (status = 'stalled')) AND (owner = '') ORDER BY queue_id, area, effective_sn It wouldn't be too hard to periodically regenerate and mail the orphan report or constrain the query on date_created if you only want to be notificatied once per ticket. My hacked-up version of rtreports is called queuestatus and is located at: http://www.jump.net/~arclight/projects/rt/queuestatus Let me know if you find it useful or have any questions, -- Bob On 24 Oct 00, at 9:59, Eric Horne wrote: > I think I'm in the same boat as Ben.. here's another perspective: > > I'd like to be able to assign tasks to the folks in my group. > Currently, this happens on a synchronous basis -- every hour or so I > check the list of tasks that are not assigned and I go through and > assign them. I don't have notify of every transaction because I don't > need that much e-mail (if I want the status on something, I'll look it > up, thank you very much); I would, however, like to know when a brand > new, unassigned request gets entered into the queue so that I can > assign it quickly. > > I've tried creating a NULL user in the database, but that seems to > have no affect. > > Any hints? > > -Eric > > Ben Carter wrote: > > > > Doesn't that also send out an email to the requestor every time > > someone updates the call? > > > > Ben > > ----- Original Message ----- > > From: "Paul Lussier" > > To: "Ben Carter" > > Cc: > > Sent: Tuesday, October 24, 2000 5:25 PM > > Subject: Re: [rt-users] Email on ticket creation > > > > > In a message dated: Tue, 24 Oct 2000 17:17:45 BST > > > "Ben Carter" said: > > > > > > >Well I have tried every single option - the person (a non-queue > > > >member) > > who > > > >created the ticket gets a reply, but the call is allocated to > > > >"nobody" > > and > > > >no queue members get notified that there is a new ticket. > > > > > > > >Any ideas? > > > > > > Do you have "Send email notification of each transaction" selected > > > within > > the > > > queue properties? > > > -- > > > Seeya, > > > Paul > > > ---- > > > I'm in shape, my shape just happens to be pear! > > > > > > If you're not having fun, you're not doing it right! > > > > > > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From jdfalk at mail-abuse.org Wed Oct 25 02:27:07 2000 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Tue, 24 Oct 2000 23:27:07 -0700 Subject: [rt-users] Email on ticket creation In-Reply-To: <39F66356.75E68111@ihermes.com>; from gregwhite@ihermes.com on Tue, Oct 24, 2000 at 09:36:38PM -0700 References: <200010241605.JAA05478@mendel.ucsc.edu> <006c01c03dd5$f1c51f90$8503640a@aoncue.net> <200010241625.e9OGP0u13327@coda.lowell.mclinux.com> <00b801c03dd8$7b6327e0$8503640a@aoncue.net> <200010241702.e9OH2du14428@coda.lowell.mclinux.com> <019501c03ddd$7884cdd0$8503640a@aoncue.net> <20001024115425.A29753@tenzing.com> <39F66356.75E68111@ihermes.com> Message-ID: <20001024232707.A55369@mail-abuse.org> On 10/24/00, Greg White wrote: > Assuming that RT is set up like ours is, with a user account for queue > address, and qmail as the MTA, this is as simple as: > > [queue at rt queue]$ cat .qmail > &queue-members-list at example.com > | /usr/local/rt/bin/rt-mailgate support correspond > > (We currently use this setup to forward to a monitor's pager when a new > transaction is created). What that won't do, however, is tell the queue-members-list the ticket number of the new addition. Luckily Jesse was nice enough to add extended syntax options to rt-mailgate in 1.0.4pre3 to help with this kind of thing; run `~rt/bin/rt-mailgate --help` for syntax. -- 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 techmgr at imag.net Thu Oct 26 00:48:18 2000 From: techmgr at imag.net (Landon Stewart) Date: Wed, 25 Oct 2000 21:48:18 -0700 Subject: [rt-users] Purging OLD requests... Message-ID: <5.0.0.25.0.20001025214722.00a75630@mail.imag.net> How would one go about purging old requests. I am *very* comfortable with mysql, but not comfortable removing these linked records... Is there a utility or something I'm missing? From jesse at fsck.com Thu Oct 26 01:01:08 2000 From: jesse at fsck.com (Jesse) Date: Thu, 26 Oct 2000 01:01:08 -0400 Subject: [rt-users] Purging OLD requests... In-Reply-To: <5.0.0.25.0.20001025214722.00a75630@mail.imag.net>; from techmgr@imag.net on Wed, Oct 25, 2000 at 09:48:18PM -0700 References: <5.0.0.25.0.20001025214722.00a75630@mail.imag.net> Message-ID: <20001026010108.S9771@pallas.fsck.com> As far as I know, nobody's eve3r written the RT data warehousing tool which would take old requests and transactions and move them to an archival database. Basically, you want to make sure you yank both tickets and transactions. If this is merely a performance issue, there may be other ways to deal. (Column indexes, etc.) On Wed, Oct 25, 2000 at 09:48:18PM -0700, Landon Stewart wrote: > How would one go about purging old requests. I am *very* comfortable with > mysql, but not comfortable removing these linked records... Is there a > utility or something I'm missing? > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- Any e-mail sent to the SLA will immediately become the intellectual property of the SLA and the author of said message will enter into a period of indentured servitude which will last for a period of time no less than seven years. From jill at chezns.org Thu Oct 26 01:13:02 2000 From: jill at chezns.org (Jill Lundquist) Date: Wed, 25 Oct 2000 23:13:02 -0600 Subject: [rt-users] RT for public bug tracking? Message-ID: <200010260513.e9Q5D2w07380@kata.chezns.org> Is anyone using RT for bug tracking? Our little gang of geeks is now using it for our support queue, and it's working well. Okay, it's working well for those of us who have taken the time to learn it, and I'm slowly training the others. :-) I've received a request from one of the engineers who works remotely to make it run the bug database as well, since he prefers an email interface over the web interface at sourceforge. I'm not averse to that, but my concern is that this bug database has to be readable by anyone with web access. Any comments on how secure RT is? I'm thinking of putting it on a separate machine from everything else and backing it up at least once a day so the bug database won't be too horribly compromised if someone manages to find a hole and wreak havoc. Comments? I would guess that a lot of people are already using RT as a bug database, but is anyone using it as a public bug database? Jill Lundquist jill at chezns.org "The first butcher I saw as a child had a wooden leg, and to this day I have an unreasonable feeling that butchers with two genuine legs are impostors." -Robertson Davies From jill at chezns.org Thu Oct 26 01:19:55 2000 From: jill at chezns.org (Jill Lundquist) Date: Wed, 25 Oct 2000 23:19:55 -0600 Subject: [rt-users] Purging OLD requests... In-Reply-To: Your message of "Thu, 26 Oct 2000 01:01:08 EDT." <20001026010108.S9771@pallas.fsck.com> Message-ID: <200010260519.e9Q5Jtw00445@kata.chezns.org> >As far as I know, nobody's eve3r written the RT data warehousing tool which >would take old requests and transactions and move them to an archival database. > >Basically, you want to make sure you yank both tickets and transactions. If >this is merely a performance issue, there may be other ways to deal. (Column indexes, etc.) Is the warehousing tool feasible in your opinion? Is it the right way to do it? It seems to me that an innate weakness of the system is that it would always get bigger, and that it would be impossible to run a queue with any kind of turnover for more than n years before having to start over. Some way to warehouse the old transactions would be very useful after a long time running, or a shorter time with a very busy queue. Jill From jesse at fsck.com Thu Oct 26 01:46:47 2000 From: jesse at fsck.com (Jesse) Date: Thu, 26 Oct 2000 01:46:47 -0400 Subject: [rt-users] Purging OLD requests... In-Reply-To: <200010260519.e9Q5Jtw00445@kata.chezns.org>; from jill@chezns.org on Wed, Oct 25, 2000 at 11:19:55PM -0600 References: <20001026010108.S9771@pallas.fsck.com> <200010260519.e9Q5Jtw00445@kata.chezns.org> Message-ID: <20001026014647.T9771@pallas.fsck.com> On Wed, Oct 25, 2000 at 11:19:55PM -0600, Jill Lundquist wrote: > > >As far as I know, nobody's eve3r written the RT data warehousing tool which > >would take old requests and transactions and move them to an archival database. > > > >Basically, you want to make sure you yank both tickets and transactions. If > >this is merely a performance issue, there may be other ways to deal. (Column indexes, etc.) > > Is the warehousing tool feasible in your opinion? Is it the right way to > do it? The warehousing tool is certainly feasable. Essentially it would move all the old transactions and tickets (using local criteria for the meaning of "old") to a seperate database which was intended for reports, data mining and archival use. I've never written the tool because I've never been anywhere with an RT instance that was to big or slow for easy use. Jesse > It seems to me that an innate weakness of the system is that it would always > get bigger, and that it would be impossible to run a queue with any kind of > turnover for more than n years before having to start over. Some way to > warehouse the old transactions would be very useful after a long time > running, or a shorter time with a very busy queue. > > Jill > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91 ------------------------------------------------------------- Any e-mail sent to the SLA will immediately become the intellectual property of the SLA and the author of said message will enter into a period of indentured servitude which will last for a period of time no less than seven years. From jill at chezns.org Thu Oct 26 01:54:42 2000 From: jill at chezns.org (Jill Lundquist) Date: Wed, 25 Oct 2000 23:54:42 -0600 Subject: [rt-users] Purging OLD requests... In-Reply-To: Your message of "Thu, 26 Oct 2000 01:46:47 EDT." <20001026014647.T9771@pallas.fsck.com> Message-ID: <200010260554.e9Q5shw16005@kata.chezns.org> >The warehousing tool is certainly feasable. Essentially it would move >all the old transactions and tickets (using local criteria for the meaning of "old") >to a seperate database which was intended for reports, data mining and archival use. Yeah, that's what I had in mind too. I got the imagination running a bit too fast and soon I had an image of a system like a tape backup jukebox equipped with a robot arm to move the media around, so one could look at tickets from eons back. With a soft drink dispenser on the side. But that might be overkill. >I've never written the tool because I've never been anywhere with an RT instance >that was to big or slow for easy use. This is good to hear. Does anyone know how big RT systems get without slowing down? What is the biggest serial number out there? I'm sure someone can beat my 87. :-) Jill From gregwhite at ihermes.com Thu Oct 26 02:27:57 2000 From: gregwhite at ihermes.com (Greg White) Date: Wed, 25 Oct 2000 23:27:57 -0700 Subject: [rt-users] Purging OLD requests... References: <200010260554.e9Q5shw16005@kata.chezns.org> Message-ID: <39F7CEED.81602A3@ihermes.com> Jill Lundquist wrote: > > >The warehousing tool is certainly feasable. Essentially it would move > >all the old transactions and tickets (using local criteria for the meaning of "old") > >to a seperate database which was intended for reports, data mining and archival use. > > Yeah, that's what I had in mind too. I got the imagination running a bit > too fast and soon I had an image of a system like a tape backup jukebox > equipped with a robot arm to move the media around, so one could look at > tickets from eons back. With a soft drink dispenser on the side. But > that might be overkill. > Cool idea. Needs an automatic coffeemaker tho, unless the /dev/coffee project is finished ;). > >I've never written the tool because I've never been anywhere with an RT instance > >that was to big or slow for easy use. > > This is good to hear. Does anyone know how big RT systems get without > slowing down? What is the biggest serial number out there? I'm sure > someone can beat my 87. :-) > 3752 is the current serial number I'm working. SNIP HTH, GW From llee at mail.ivillage.com Thu Oct 26 09:13:03 2000 From: llee at mail.ivillage.com (Lawrence Lee) Date: Thu, 26 Oct 2000 09:13:03 -0400 Subject: [rt-users] Purging OLD requests... References: <200010260554.e9Q5shw16005@kata.chezns.org> Message-ID: <39F82DDF.782B8567@mail.ivillage.com> > This is good to hear. Does anyone know how big RT systems get without > slowing down? What is the biggest serial number out there? I'm sure > someone can beat my 87. :-) we're at #1343 after about... 5 months? not even the faintest sign of slowing down. From allbery at ece.cmu.edu Thu Oct 26 09:44:24 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Thu, 26 Oct 2000 09:44:24 -0400 Subject: [rt-users] Purging OLD requests... In-Reply-To: <39F82DDF.782B8567@mail.ivillage.com> Message-ID: <1890855190.972553464@pyanfar> On Thursday, October 26, 2000 09:13 -0400, Lawrence Lee wrote: +----- | > This is good to hear. Does anyone know how big RT systems get without | > slowing down? What is the biggest serial number out there? I'm sure | > someone can beat my 87. :-) | | we're at #1343 after about... 5 months? not even the faintest sign of | slowing down. +--->8 #27892 just came rolling in a few minutes ago. Still snappy. -- brandon s. allbery [os/2][linux][solaris][japh] allbery at kf8nh.apk.net system administrator [WAY too many hats] allbery at ece.cmu.edu electrical and computer engineering KF8NH carnegie mellon university ["better check the oblivious first" -ke6sls] From llee at mail.ivillage.com Thu Oct 26 09:43:24 2000 From: llee at mail.ivillage.com (Lawrence Lee) Date: Thu, 26 Oct 2000 09:43:24 -0400 Subject: [rt-users] Purging OLD requests... References: <1890855190.972553464@pyanfar> Message-ID: <39F834FB.38291DF2@mail.ivillage.com> JOC, what kind of hardware are you running on? (i'm guessing the real slowdown would come more from the number of simultaneous transactions (users pegging away at the db) rather than the absolute number of transcations...) > #27892 just came rolling in a few minutes ago. Still snappy. From allbery at ece.cmu.edu Thu Oct 26 10:05:38 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Thu, 26 Oct 2000 10:05:38 -0400 Subject: [rt-users] Purging OLD requests... In-Reply-To: <39F834FB.38291DF2@mail.ivillage.com> Message-ID: <1892129753.972554738@pyanfar> On Thursday, October 26, 2000 09:43 -0400, Lawrence Lee wrote: +----- | JOC, what kind of hardware are you running on? (i'm guessing the real | slowdown would come more from the number of simultaneous transactions | (users pegging away at the db) rather than the absolute number of | transcations...) +--->8 SPARC Ultra 5, Solaris 2.6. MySQL gets severe indigestion if there are too many simultaneous updates. I have some serialization in front of the RT mail queues to try to avoid this, but I'm hoping to migrate to a different database engine for RT2. Aside from that, well, indexes are your friends. -- brandon s. allbery [os/2][linux][solaris][japh] allbery at kf8nh.apk.net system administrator [WAY too many hats] allbery at ece.cmu.edu electrical and computer engineering KF8NH carnegie mellon university ["better check the oblivious first" -ke6sls] From tsp at peterlink.ru Thu Oct 26 10:05:33 2000 From: tsp at peterlink.ru (Serge Torop) Date: Thu, 26 Oct 2000 18:05:33 +0400 (MSD) Subject: [rt-users] (no subject) Message-ID: Hello! I'm just installed RT v1.0.4, using Linux RH6.2, Perl 5.00503, and have problem: Then I try to send message to my RT by rt: |"/etc/smrsh/rt-mailgate suppbase action" I have reply, with content: From bogus@does.not.exist.com Thu Oct 26 17:51:14 2000 From: bogus@does.not.exist.com () Date: Thu, 26 Oct 2000 21:51:14 -0000 Subject: [Request-Tracker-System #] (_rt_system) RT Error: Test message Message-ID: There has been an error: There has been an error with your request: Your message is reproduced below: Hello, this is a test message. --- Headers Follow --- ... My e-mail request not resolving by Request Tracker, and not in queue. Please, help me resolving this trouble. -- Serge P. Torop St.Petersburg, Russia From equijano at nexus.net.mx Thu Oct 26 11:24:08 2000 From: equijano at nexus.net.mx (Esteban Quijano Bonfil) Date: Thu, 26 Oct 2000 09:24:08 -0600 Subject: [rt-users] QMAIL Message-ID: <39F84C98.115D3BD1@nexus.net.mx> HI, Someone can help to setup the RT with a QMAIL System , I have problem with the aliases. Regards, Esteban From techmgr at imag.net Thu Oct 26 11:36:21 2000 From: techmgr at imag.net (Landon Stewart) Date: Thu, 26 Oct 2000 08:36:21 -0700 Subject: [rt-users] Purging OLD requests... In-Reply-To: <200010260554.e9Q5shw16005@kata.chezns.org> References: Message-ID: <5.0.0.25.2.20001026083216.00a55100@mail.imag.net> The serial number we are at now is 619 and we've been running RT for about a month. I expect this to go into the 10s of thousands eventually. The last tracking app we were using was up to 7000 or more within about 5 months. I use RT for the support mail, abuse complaints, internal fixes and requests for service. Its great because I can take the networking problems and requests for services but then I can assign the support mail and abuse complaints to our technical support department. I've also setup several different support mail queues because we have several different companies that we want to "appear" as. This makes the auto-email reply with correct contact information and a customized company auto-reply email. Warehousing is definitely going to be a required function, even though the database is running on a very fast Sparc machine with 1GB of RAM. >Yeah, that's what I had in mind too. I got the imagination running a bit >too fast and soon I had an image of a system like a tape backup jukebox >equipped with a robot arm to move the media around, so one could look at >tickets from eons back. With a soft drink dispenser on the side. But >that might be overkill. > > >I've never written the tool because I've never been anywhere with an RT > instance > >that was to big or slow for easy use. > >This is good to hear. Does anyone know how big RT systems get without >slowing down? What is the biggest serial number out there? I'm sure >someone can beat my 87. :-) > > Jill > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users From bill at daze.net Thu Oct 26 13:50:21 2000 From: bill at daze.net (bill at daze.net) Date: Thu, 26 Oct 2000 10:50:21 -0700 (PDT) Subject: [rt-users] Purging OLD requests... In-Reply-To: <1892129753.972554738@pyanfar> Message-ID: > MySQL gets severe indigestion if there are too many simultaneous updates. > I have some serialization in front of the RT mail queues to try to avoid > this, but I'm hoping to migrate to a different database engine for RT2. > Aside from that, well, indexes are your friends. I have been told by the great minds at mysql.com that the indexes are what slows down the updates... since it has to rewrite the indexes at every update. How to other engines handle this? From jesse at fsck.com Thu Oct 26 14:18:56 2000 From: jesse at fsck.com (Jesse) Date: Thu, 26 Oct 2000 14:18:56 -0400 Subject: [rt-users] Purging OLD requests... In-Reply-To: ; from bill@daze.net on Thu, Oct 26, 2000 at 10:50:21AM -0700 References: <1892129753.972554738@pyanfar> Message-ID: <20001026141856.X9771@pallas.fsck.com> Most of RT's overhead is on searching, not on updates. RT does relatively few updates compared to the the large number of searches. On Thu, Oct 26, 2000 at 10:50:21AM -0700, bill at daze.net wrote: > > MySQL gets severe indigestion if there are too many simultaneous updates. > > I have some serialization in front of the RT mail queues to try to avoid > > this, but I'm hoping to migrate to a different database engine for RT2. > > Aside from that, well, indexes are your friends. > > I have been told by the great minds at mysql.com that the indexes are what > slows down the updates... since it has to rewrite the indexes at every > update. How to other engines handle this? > > > _______________________________________________ > 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 ------------------------------------------------------------- "That package looks like what I wanted, but the site was down today, so I decided to reimplement it in Perl." -me From bill at daze.net Thu Oct 26 14:25:46 2000 From: bill at daze.net (bill at daze.net) Date: Thu, 26 Oct 2000 11:25:46 -0700 (PDT) Subject: [rt-users] Purging OLD requests... In-Reply-To: <20001026141856.X9771@pallas.fsck.com> Message-ID: On Thu, 26 Oct 2000, Jesse wrote: > Most of RT's overhead is on searching, not on updates. RT does relatively > few updates compared to the the large number of searches. And since mysql is about the fastest db engine when reading, this makes RT very fast. Thanks! From rotman at inode.at Thu Oct 26 18:08:04 2000 From: rotman at inode.at (robert rotman) Date: Fri, 27 Oct 2000 00:08:04 +0200 (CEST) Subject: [rt-users] Purging OLD requests... In-Reply-To: <39F834FB.38291DF2@mail.ivillage.com> Message-ID: On Thu, 26 Oct 2000, Lawrence Lee wrote: > JOC, what kind of hardware are you running on? (i'm guessing the real slowdown > would come more from the number of simultaneous transactions (users pegging away > at the db) rather than the absolute number of transcations...) > > > > #27892 just came rolling in a few minutes ago. Still snappy. > #17427 on an old slow pc with no performance problems... and rt is not the main thing on this machine;) robert From andy.tomlinson at daijob.com Fri Oct 27 03:33:11 2000 From: andy.tomlinson at daijob.com (Andy Tomlinson) Date: Fri, 27 Oct 2000 16:33:11 +0900 Subject: [rt-users] New Install Message-ID: Hi, I have just installed RT and I have a question regarding the mail aliases. So far I have set up one queue called "test", when I use the web interface everything goes OK and it sends email out to all the queue members. The email's return-to address is set to test at wherever. So if a user replies to this then, since we don't have a test alias, their mail is not processed by rt. Is there any way to change the reply-to address to go to rt? Or do I need to set an alias for each queue? Thanks in advance for any help Andy From andy.tomlinson at daijob.com Fri Oct 27 03:35:35 2000 From: andy.tomlinson at daijob.com (Andy Tomlinson) Date: Fri, 27 Oct 2000 16:35:35 +0900 Subject: [rt-users] Non-english RT Message-ID: Does anybody have any tips for customizing RT to be in a language other than English? Is it just a matter of Changing email templates and some Strings in the perl scripts? Thanks again, Andy From tsp at peterlink.ru Fri Oct 27 05:17:58 2000 From: tsp at peterlink.ru (Serge Torop) Date: Fri, 27 Oct 2000 13:17:58 +0400 (MSD) Subject: [rt-users] Why I have not permission to create requests? Message-ID: Hello! I have reply from RT: Subject: [Request-Tracker-System #0] (_rt_system) RT Error: test From: root To: tsp at peterlink.ru Cc: X-Request-ID: 0 Precedence: bulk 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: test ...... Why I can't to create request from my e-mail? I send request to RT by: rt: |"/etc/smrsh/rt-mailgate suppbase correspond" using v1.0.4, Linux RH6.2, Perl 5.00503 -- Serge P. Torop St.Petersburg, Russia From allbery at ece.cmu.edu Fri Oct 27 08:55:31 2000 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Fri, 27 Oct 2000 08:55:31 -0400 Subject: [rt-users] Why I have not permission to create requests? In-Reply-To: Message-ID: <1974322931.972636931@pyanfar> On Friday, October 27, 2000 13:17 +0400, Serge Torop wrote: +----- | Subject: [Request-Tracker-System #0] (_rt_system) RT Error: test | From: root | To: tsp at peterlink.ru | Cc: | X-Request-ID: 0 | Precedence: bulk | | There has been an error: | There has been an error with your request: | You don't have permission to create requests in this queue +--->8 Mail users are by default unauthenticated; you need to check the "anyone can create requests in this queue" checkbox in rt-admin. (You could also use %RT USER / %RT PASS, but you probably don't want that.) -- brandon s. allbery [os/2][linux][solaris][japh] allbery at kf8nh.apk.net system administrator [WAY too many hats] allbery at ece.cmu.edu electrical and computer engineering KF8NH carnegie mellon university ["better check the oblivious first" -ke6sls] From jesse at fsck.com Fri Oct 27 10:08:10 2000 From: jesse at fsck.com (Jesse) Date: Fri, 27 Oct 2000 10:08:10 -0400 Subject: [rt-users] New Install In-Reply-To: ; from andy.tomlinson@daijob.com on Fri, Oct 27, 2000 at 04:33:11PM +0900 References: Message-ID: <20001027100810.D4180@pallas.fsck.com> Either change the queue's return address to rt@ wherever or create an alias called 'test' On Fri, Oct 27, 2000 at 04:33:11PM +0900, Andy Tomlinson wrote: > Hi, > > I have just installed RT and I have a question regarding the mail aliases. > > So far I have set up one queue called "test", when I use the web interface > everything goes OK and it sends email out to all the queue members. > > The email's return-to address is set to test at wherever. So if a user replies > to this then, since we don't have a test alias, their mail is not processed > by rt. > > Is there any way to change the reply-to address to go to rt? Or do I need to > set an alias for each queue? > > Thanks in advance for any help > > Andy > > _______________________________________________ > 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 gpg 70EBAC90 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 A REAL sysadmin challenge is "resurrect five dead mailserver while so ripped to the gills on mdma that you can't focus on any given line of text for more than 10 seconds continuously." -Nathan Mehl From jesse at fsck.com Fri Oct 27 10:45:52 2000 From: jesse at fsck.com (Jesse) Date: Fri, 27 Oct 2000 10:45:52 -0400 Subject: [rt-users] Non-english RT In-Reply-To: ; from andy.tomlinson@daijob.com on Fri, Oct 27, 2000 at 04:35:35PM +0900 References: Message-ID: <20001027104552.F4180@pallas.fsck.com> Well, the problem is that RT1 was _really_ not designed to be translated. That said, if you've got techs that can read english, all you really need to do is to localize the templates. On Fri, Oct 27, 2000 at 04:35:35PM +0900, Andy Tomlinson wrote: > Does anybody have any tips for customizing RT to be in a language other than > English? > > Is it just a matter of Changing email templates and some Strings in the perl > scripts? > > Thanks again, > > Andy > > _______________________________________________ > 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 gpg 70EBAC90 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 "Bother," said Pooh, "Eeyore, ready two photon torpedoes and lock phasers on the Heffalump, Piglet, meet me in transporter room three" From jeff+rt at websitefactory.net Fri Oct 27 10:47:31 2000 From: jeff+rt at websitefactory.net (Jeffrey H. Johnson) Date: Fri, 27 Oct 2000 10:47:31 -0400 Subject: [rt-users] Purging OLD requests... In-Reply-To: Message-ID: <102900.3181632451@kevlar.websitefactory.net> On 10/27/2000 12:08 AM +0200 rotman at inode.at wrote: >> JOC, what kind of hardware are you running on? (i'm guessing the real >> slowdown would come more from the number of simultaneous transactions (users >> pegging away at the db) rather than the absolute number of transcations...) We've just hit #22910, and it's pretty fast on a PII-333, SCSI2, and 256MB RAM. -- Jeffrey H. Johnson - jeff at websitefactory.net - System Administration - TrN Barnet Worldwide Enterprises - The Website Factory - www.websitefactory.net From equijano at nexus.net.mx Fri Oct 27 15:16:50 2000 From: equijano at nexus.net.mx (Esteban Quijano Bonfil) Date: Fri, 27 Oct 2000 13:16:50 -0600 Subject: [rt-users] PRUEBA! Message-ID: <39F9D4A2.4E032AAA@nexus.net.mx> From rotman at inode.at Fri Oct 27 15:16:56 2000 From: rotman at inode.at (robert rotman) Date: Fri, 27 Oct 2000 21:16:56 +0200 (CEST) Subject: [rt-users] rt2 problem Message-ID: hi all, i get an error when sending a mail: RT Mailgate started for support/correspondDBD::mysql::st execute failed: Unknown column 'RightScope' in 'where clause' at /usr/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle.pm line 156, chunk 13. any suggestions? robert From jesse at fsck.com Fri Oct 27 15:41:41 2000 From: jesse at fsck.com (Jesse) Date: Fri, 27 Oct 2000 15:41:41 -0400 Subject: [rt-users] rt2 problem In-Reply-To: ; from rotman@inode.at on Fri, Oct 27, 2000 at 09:16:56PM +0200 References: Message-ID: <20001027154141.B22910@pallas.eruditorum.org> Could you forward this to rt-devel? rt2 support isn't really on topic for rt-users just yet. Thanks, Jesse On Fri, Oct 27, 2000 at 09:16:56PM +0200, robert rotman wrote: > > hi all, > > i get an error when sending a mail: > > RT Mailgate started for support/correspondDBD::mysql::st execute failed: > Unknown column 'RightScope' in 'where clause' at > /usr/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle.pm line 156, > chunk 13. > > any suggestions? > > robert > > > > _______________________________________________ > 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 gpg 70EBAC90 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 Linux is like a Vorlon. It is incredibly powerful, gives terse, cryptic answers and has a lot of things going on in the background. From andy.tomlinson at daijob.com Sun Oct 29 20:55:50 2000 From: andy.tomlinson at daijob.com (Andy Tomlinson) Date: Mon, 30 Oct 2000 10:55:50 +0900 Subject: [rt-users] Non-english RT Message-ID: Shouldn't be too much of a problem then, thanks. We will probably also need to put a wrapper around insert statements to make sure the data goes into the database in the correct encoding. Can I do this by editing any of the perl scripts? Andy > -----Original Message----- > From: Jesse [mailto:jesse at fsck.com] > Sent: Friday, October 27, 2000 11:46 PM > To: Andy Tomlinson > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] Non-english RT > > > Well, the problem is that RT1 was _really_ not designed to be > translated. > That said, if you've got techs that can read english, all you > really need > to do is to localize the templates. > > > On Fri, Oct 27, 2000 at 04:35:35PM +0900, Andy Tomlinson wrote: > > Does anybody have any tips for customizing RT to be in a > language other than > > English? > > > > Is it just a matter of Changing email templates and some > Strings in the perl > > scripts? > > > > Thanks again, > > > > Andy > > > > _______________________________________________ > > 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 > gpg 70EBAC90 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > "Bother," said Pooh, "Eeyore, ready two photon torpedoes and lock > phasers on the Heffalump, Piglet, meet me in transporter room three" > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From andy.tomlinson at daijob.com Sun Oct 29 20:57:29 2000 From: andy.tomlinson at daijob.com (Andy Tomlinson) Date: Mon, 30 Oct 2000 10:57:29 +0900 Subject: [rt-users] New Install Message-ID: That worked, thanks Andy > -----Original Message----- > From: Jesse [mailto:jesse at fsck.com] > Sent: Friday, October 27, 2000 11:08 PM > To: Andy Tomlinson > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] New Install > > > Either change the queue's return address to rt@ wherever or > create an alias called 'test' > > > > On Fri, Oct 27, 2000 at 04:33:11PM +0900, Andy Tomlinson wrote: > > Hi, > > > > I have just installed RT and I have a question regarding > the mail aliases. > > > > So far I have set up one queue called "test", when I use > the web interface > > everything goes OK and it sends email out to all the queue members. > > > > The email's return-to address is set to test at wherever. So > if a user replies > > to this then, since we don't have a test alias, their mail > is not processed > > by rt. > > > > Is there any way to change the reply-to address to go to > rt? Or do I need to > > set an alias for each queue? > > > > Thanks in advance for any help > > > > Andy > > > > _______________________________________________ > > 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 > gpg 70EBAC90 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > A REAL sysadmin challenge is "resurrect five dead mailserver > while so ripped > to the gills on mdma that you can't focus on any given line > of text for more > than 10 seconds continuously." > -Nathan Mehl > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From jeff.covey at pobox.com Sun Oct 29 21:09:46 2000 From: jeff.covey at pobox.com (jeff covey) Date: Sun, 29 Oct 2000 21:09:46 -0500 Subject: [rt-users] "Loading webrt.cgi"... forever... Message-ID: <20001029210946.O29915@jeffcovey.net> howdy, all! i just installed rt for the first time, using the debian package. everything is working except that whenever i perform any function (create a request, change an owner, reply, etc.) the action is taken, the related email is sent, but the browser sits there forever saying "Loading webrt.cgi". if i cancel it and type in the url to rt again, the queue appears with the changes in effect. any thoughts? thanks, -- |----------------------------------------------------------------------------| | jeff covey jeff.covey at pobox.com http://pobox.com/~jeff.covey/ 410-669-4926 | |----------------------------------------------------------------------------| | i like to watch. | |----------------------------------------------------------------------------| -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 232 bytes Desc: not available URL: From jesse at fsck.com Sun Oct 29 21:14:22 2000 From: jesse at fsck.com (Jesse) Date: Sun, 29 Oct 2000 21:14:22 -0500 Subject: [rt-users] "Loading webrt.cgi"... forever... In-Reply-To: <20001029210946.O29915@jeffcovey.net>; from jeff.covey@pobox.com on Sun, Oct 29, 2000 at 09:09:46PM -0500 References: <20001029210946.O29915@jeffcovey.net> Message-ID: <20001029211422.C27883@pallas.eruditorum.org> I suspect that it's an RT/sendmail interaction. FWIW, the debian package is _very_ out of date. On Sun, Oct 29, 2000 at 09:09:46PM -0500, jeff covey wrote: > howdy, all! > > i just installed rt for the first time, using the debian package. > everything is working except that whenever i perform any function > (create a request, change an owner, reply, etc.) the action is taken, > the related email is sent, but the browser sits there forever saying > "Loading webrt.cgi". if i cancel it and type in the url to rt again, > the queue appears with the changes in effect. any thoughts? > > thanks, > > -- > |----------------------------------------------------------------------------| > | jeff covey jeff.covey at pobox.com http://pobox.com/~jeff.covey/ 410-669-4926 | > |----------------------------------------------------------------------------| > | i like to watch. | > |----------------------------------------------------------------------------| -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 And I'm told we do share some common rituals. Our "flame war" is apparently held in person in their land and called "project meeting". -Alan Cox [on "Suits"] -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 240 bytes Desc: not available URL: From rene at seindal.dk Sun Oct 29 22:36:53 2000 From: rene at seindal.dk (=?ISO-8859-1?Q?Ren=E9?= Seindal) Date: Mon, 30 Oct 2000 04:36:53 +0100 Subject: [rt-users] Adjusting priorities Message-ID: <39FCECD5.8000101@seindal.dk> Dear RT-users, This little script will adjust the priority of all open and non overdue tickets towards the final priority. The change is linear so each tickets priority moves from the initial priority towards the final priority at a constant speed. A tickets priority will only be changed upwards, so a ticket that has had its priority raised won't have it lowered automatically. The opposite is not true, so a ticket that has been given a lower priority will have it raised again. This script will have no effect on tickets that are not open or stalled, tickets without a due date, and tickets where the final priority is equal to the initial priority. ---------------------------------------------------------------------------------------- #!/bin/sh mysql rt < unix_timestamp() and status in ('open','stalled'); EOF ----------------------------------------------------------------------------------------- -- Ren? Seindal (rene at seindal.dk) http://www.seindal.dk/rene/ From kimura at ctc.ad.jp Mon Oct 30 05:17:18 2000 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Mon, 30 Oct 2000 19:17:18 +0900 Subject: [rt-users] Re:Why I have not permission to create requests? Message-ID: <20001030190943.BD1E.KIMURA@ctc.ad.jp> I have same symptom. Though I checked the box "Allow non-members to create requests" at Queue Configuration menu of RT Web Administrator, the status is not changed. Need more information why there is no permission to create request via mail-gate/ Regards, On Friday, October 27, 2000 13:17 +0400, Serge Torop wrote: +----- >| Subject: [Request-Tracker-System #0] (_rt_system) RT Error: test >| From: root >| To: tsp at peterlink.ru >| Cc: >| X-Request-ID: 0 >| Precedence: bulk >| >| There has been an error: >| There has been an error with your request: >| You don't have permission to create requests in this queue >+--->8 > >Mail users are by default unauthenticated; you need to check the "anyone >can create requests in this queue" checkbox in rt-admin. (You could also >use %RT USER / %RT PASS, but you probably don't want that.) > -- >brandon s. allbery [os/2][linux][solaris][japh] allbery at kf8nh.apk.net >system administrator [WAY too many hats] allbery at ece.cmu.edu >electrical and computer engineering >KF8NH >carnegie mellon university ["better check the oblivious first" >-ke6sls] - - - - - - - - - - - - - - - - - - - Kazu Kimura IP Network tech. dep. CTC Phone +81-52-740-8101 Fax +81-52-740-8935 - - - - - - - - - - - - - - - - - - - - From jesse at fsck.com Mon Oct 30 12:22:38 2000 From: jesse at fsck.com (Jesse) Date: Mon, 30 Oct 2000 12:22:38 -0500 Subject: [rt-users] RT for public bug tracking? In-Reply-To: <200010260513.e9Q5D2w07380@kata.chezns.org>; from jill@chezns.org on Wed, Oct 25, 2000 at 11:13:02PM -0600 References: <200010260513.e9Q5D2w07380@kata.chezns.org> Message-ID: <20001030122238.L27883@pallas.eruditorum.org> I know that the casbah project did it. and we do it. you probably want to set up an "anonymous" account with "display" access to the queues in question. I've never heard about a breakin though rt, but that doesn't mean it can't happen. For extra security, you could set up a wget to suck down the relevant html and only export daily snapshots to the public. -j On Wed, Oct 25, 2000 at 11:13:02PM -0600, Jill Lundquist wrote: > > Is anyone using RT for bug tracking? Our little gang of geeks is > now using it for our support queue, and it's working well. Okay, > it's working well for those of us who have taken the time to learn > it, and I'm slowly training the others. :-) I've received a request > from one of the engineers who works remotely to make it run the bug > database as well, since he prefers an email interface over the web > interface at sourceforge. > > I'm not averse to that, but my concern is that this bug database has > to be readable by anyone with web access. Any comments on how secure > RT is? I'm thinking of putting it on a separate machine from everything > else and backing it up at least once a day so the bug database won't > be too horribly compromised if someone manages to find a hole and > wreak havoc. > > Comments? I would guess that a lot of people are already using RT as > a bug database, but is anyone using it as a public bug database? > > Jill Lundquist jill at chezns.org > "The first butcher I saw as a child had a wooden leg, and to this > day I have an unreasonable feeling that butchers with two genuine > legs are impostors." -Robertson Davies > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 Pelcgb-serrqbz abj! From rmillis at enel.ucalgary.ca Mon Oct 30 13:15:43 2000 From: rmillis at enel.ucalgary.ca (Randy Millis) Date: Mon, 30 Oct 2000 11:15:43 -0700 Subject: [rt-users] RT does not seem to record the CC addresses Message-ID: <39FDBACF.6912DA10@enel.ucalgary.ca> RT does not seem to record the CC addresses of replys sent via the web interface. Is this configurable??? I can't seem to see anything that says it is. -- Randy Millis Network Administrator Electrical and Computer Engineering University of Calgary 2500 University Dr. N.W. Calgary, Alberta Canada T2N 1N4 Tel: 403-220-4864 Fax: 403-282-6855 rmillis at enel.ucalgary.ca http://www.enel.ucalgary.ca/ ======================================================================= If you are making an Electrical and Computer Engineering Department help or service request please use the web form at http://www.enel.ucalgary.ca/prssform.html or e-mail help at enel.ucalgary.ca. ======================================================================= From kimura at ctc.ad.jp Tue Oct 31 03:13:44 2000 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Tue, 31 Oct 2000 17:13:44 +0900 Subject: [rt-users] definition on rt-mailgate Message-ID: <20001031170807.FB3D.KIMURA@ctc.ad.jp> Hello, I still have some problem on mailgate and found I made a mistake on the use of /etc/aliases. But it is stll unclear to me the three definition; - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - red# ./rt-mailgate --help RT Mailgate works in two modes. 'Traditional' and 'Extended Sytax' Traditional mode: rt-mailgate is the full name of one of your RT queues. if it's got any spaces in it, it should be quoted. is one of 'comment', 'correspond' and 'action' comment means that any mail sent through this gateway will be logged as private comments correspond means that any mail sent through this gateway will be treateded as mail to or from the requestor. If you want tickets to be autocreated through this interface, comment is the right choice. action is for rt's mail action mode. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - What is the definite difference between 'comment', 'correspond' and 'action'? TIA - - - - - - - - - - - - - - - - - - - Kazu Kimura IP Network Engineering, CTC Phone +81-52-740-8101 Fax +81-52-740-8935 - - - - - - - - - - - - - - - - - - - - From wozz+rt at wookie.net Tue Oct 31 14:48:48 2000 From: wozz+rt at wookie.net (Wozz) Date: Tue, 31 Oct 2000 12:48:48 -0700 Subject: [rt-users] Loop prevention between two rt systems Message-ID: <20001031124848.H24082@luvewe.bonch.org> Hello, We just had an incident where our rt system and another groups rt system got into a loop with auto-responding. I may be mistaken, but I thought there were mechanisms in place to prevent this, as I'm pretty sure our system has interacted with other rt systems in the past without any problem. We're running rt v1.0.4 with qmail as the mailer. Not sure what they're running on the other system. Any idea what might have caused this? Thanks! From ericg at cats.ucsc.edu Tue Oct 31 15:56:23 2000 From: ericg at cats.ucsc.edu (Eric Goodman) Date: Tue, 31 Oct 2000 12:56:23 -0800 Subject: [rt-users] definition on rt-mailgate In-Reply-To: <20001031170807.FB3D.KIMURA@ctc.ad.jp> References: <20001031170807.FB3D.KIMURA@ctc.ad.jp> Message-ID: This description is correct with one error. As RT ships "correspond" are the only aliases that allow creation of tickets. Therefore the sentence "comment is the right choice" should say "correspond is the right choice". Any of the three RT action types can process %RT commands. E.g., an email of the form: %RT USER myusername %RT PASS mypassword %RT TAKE 16 will "take" item 16, whatever is specified in the mail alias. The functional difference that the argument makes is that it determines what happens to the plain text in the message. An 'action' argument causes rt-mailgate to ignore any plain text in the message (I think you get an error). The subject line of the message must reference an actual case in the database. A 'comment' argument causes rt-mailgate to treat the plain text as a comment, as if you had entered a new comment in the web interface. As with 'action' arguments, the subject must reference the case on which you are commenting. A 'correspond' argument causes rt-mailgate to treat the plain text as a reply (i.e., sends a message to the requestor as well as queue members). If the subject line of the message does not reference a case in the database, then a new case is created -- if allowed by the queue -- using the information in the email (requestor is read from the "From:" line, etc.). --- Eric >Traditional mode: > >rt-mailgate > > is the full name of one of your RT queues. if it's got any >spaces in it, it should be quoted. > > is one of 'comment', 'correspond' and 'action' > >comment means that any mail sent through this gateway will be logged >as private comments > >correspond means that any mail sent through this gateway will be >treateded as mail to or from the requestor. If you want tickets to be >autocreated through this interface, comment is the right choice. > >action is for rt's mail action mode. >- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - >What is the definite difference between 'comment', 'correspond' and >'action'? From jesse at fsck.com Tue Oct 31 17:14:29 2000 From: jesse at fsck.com (Jesse) Date: Tue, 31 Oct 2000 17:14:29 -0500 Subject: [rt-users] definition on rt-mailgate In-Reply-To: ; from ericg@cats.ucsc.edu on Tue, Oct 31, 2000 at 12:56:23PM -0800 References: <20001031170807.FB3D.KIMURA@ctc.ad.jp> Message-ID: <20001031171429.H27883@pallas.eruditorum.org> On Tue, Oct 31, 2000 at 12:56:23PM -0800, Eric Goodman wrote: > This description is correct with one error. As RT ships "correspond" > are the only aliases that allow creation of tickets. Therefore the > sentence "comment is the right choice" should say "correspond is the > right choice". Indeed it should. sorry about that. It'll be that way in 1.0.5 -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 "Mary had a crypto key / She kept it in escrow And everything that Mary said / The Feds were sure to know" -- Sam Simpson