From mkrebs at telocity.com  Sat Dec  1 19:39:41 2001
From: mkrebs at telocity.com (Mike Krebs)
Date: Sat, 01 Dec 2001 19:39:41 -0500
Subject: Fwd: [rt-users] New Install question
Message-ID: <5.1.0.14.2.20011201193857.033a7f80@csibriarcliff.org>

I upgraded... yet I still get this error.

Any ideas?

[root at stewie rt-2-0-9]# make install
mkdir -p //opt/rt2/bin
mkdir -p //opt/rt2/WebRT/data
mkdir -p //opt/rt2/WebRT/sessiondata
mkdir -p //opt/rt2/etc
mkdir -p //opt/rt2/lib
mkdir -p //opt/rt2/WebRT/html
mkdir -p //opt/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' 
'root' 'rt' create
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt.
DBI->connect(dbname=;host=localhost) failed: Can't connect to local MySQL 
server through socket '/var/lib/mysql/mysql.sock' (111) at 
/usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 74
Can't connect to local MySQL server through socket 
'/var/lib/mysql/mysql.sock' (111) at 
/usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 74, 
<STDIN> line 1.
make: *** [createdb] Error 255

[root at stewie rt-2-0-9]# mysqladmin version
mysqladmin  Ver 8.23 Distrib 3.23.45, for pc-linux-gnu on i686
Copyright (C) 2000 MySQL AB & MySQL Finland AB & TCX DataKonsult AB
This software comes with ABSOLUTELY NO WARRANTY. This is free software,
and you are welcome to modify and redistribute it under the GPL license

Server version          3.23.45
Protocol version        10
Connection              Localhost via UNIX socket
UNIX socket             /tmp/mysql.sock
Uptime:                 18 min 20 sec

Threads: 1  Questions: 9  Slow queries: 0  Opens: 6  Flush tables: 1  Open 
tables: 0 Queries per second avg: 0.008
>Delivered-To: telocity.com%mkrebs at telocity.com
>X-Received: 30 Nov 2001 02:53:11 GMT
>Delivered-To: rt-users at pallas.eruditorum.org
>X-Sender: mkrebs at mail.telocity.com
>X-Mailer: QUALCOMM Windows Eudora Version 5.1
>Date: Thu, 29 Nov 2001 21:49:00 -0500
>To: rt-users at lists.fsck.com
>From: Mike Krebs <mkrebs at telocity.com>
>Subject: [rt-users] New Install question
>Sender: rt-users-admin at lists.fsck.com
>X-BeenThere: rt-users at lists.fsck.com
>X-Mailman-Version: 2.0beta5
>List-Id: For users of RT: Request Tracker <rt-users.lists.fsck.com>
>
>For some reason, when I'm installing I get this:
>
>/usr/bin/perl   tools/initdb 'mysql' '/usr/local' 'localhost' '' 'root' 
>'rt' create
>Now creating a database for RT.
>Enter the mysql password for root:
>Creating mysql database rt.
>DBI->connect(dbname=;host=localhost) failed: Can't connect to local MySQL 
>server through socket '/var/lib/mysql/mysql.sock' (111) at 
>/usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 74
>Can't connect to local MySQL server through socket 
>'/var/lib/mysql/mysql.sock' (111) at 
>/usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 74, 
><STDIN> line 1.
>make: *** [createdb] Error 255
>[root at stewie rt-2-0-9]#
>
>But MySQL *IS* working.
>
>[root at stewie rt-2-0-9]# mysql -u root -p
>Enter password:
>Welcome to the MySQL monitor.  Commands end with ; or \g.
>Your MySQL connection id is 47 to server version: 3.22.32
>
>Type 'help' for help.
>
>
>Any ideas?
>
>thanks.
>
>-------------------------------------------------------------------
>Thanks,
>Mike Krebs
>
>"The things you own end up owning you." - Tyler Durden
>
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users

-------------------------------------------------------------------
Thanks,
Mike Krebs

"The things you own end up owning you." - Tyler Durden





From jesse at bestpractical.com  Sat Dec  1 20:00:42 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 1 Dec 2001 20:00:42 -0500
Subject: Fwd: [rt-users] New Install question
In-Reply-To: <5.1.0.14.2.20011201193857.033a7f80@csibriarcliff.org>; from mkrebs@telocity.com on Sat, Dec 01, 2001 at 07:39:41PM -0500
References: <5.1.0.14.2.20011201193857.033a7f80@csibriarcliff.org>
Message-ID: <20011201200042.C2251@pallas.fsck.com>

This is well-covered in the archives. you've either got a permissions problem
or a mysql config problem.  Go to http://lists.fsck.com  
Search for mysql.sock


On Sat, Dec 01, 2001 at 07:39:41PM -0500, Mike Krebs wrote:
> I upgraded... yet I still get this error.
> 
> Any ideas?
> 
> [root at stewie rt-2-0-9]# make install
> mkdir -p //opt/rt2/bin
> mkdir -p //opt/rt2/WebRT/data
> mkdir -p //opt/rt2/WebRT/sessiondata
> mkdir -p //opt/rt2/etc
> mkdir -p //opt/rt2/lib
> mkdir -p //opt/rt2/WebRT/html
> mkdir -p //opt/rt2/local/WebRT/html
> /usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' 
> 'root' 'rt' create
> Now creating a database for RT.
> Enter the mysql password for root:
> Creating mysql database rt.
> DBI->connect(dbname=;host=localhost) failed: Can't connect to local MySQL 
> server through socket '/var/lib/mysql/mysql.sock' (111) at 
> /usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 74
> Can't connect to local MySQL server through socket 
> '/var/lib/mysql/mysql.sock' (111) at 
> /usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 74, 
> <STDIN> line 1.
> make: *** [createdb] Error 255
> 
> [root at stewie rt-2-0-9]# mysqladmin version
> mysqladmin  Ver 8.23 Distrib 3.23.45, for pc-linux-gnu on i686
> Copyright (C) 2000 MySQL AB & MySQL Finland AB & TCX DataKonsult AB
> This software comes with ABSOLUTELY NO WARRANTY. This is free software,
> and you are welcome to modify and redistribute it under the GPL license
> 
> Server version          3.23.45
> Protocol version        10
> Connection              Localhost via UNIX socket
> UNIX socket             /tmp/mysql.sock
> Uptime:                 18 min 20 sec
> 
> Threads: 1  Questions: 9  Slow queries: 0  Opens: 6  Flush tables: 1  Open 
> tables: 0 Queries per second avg: 0.008
> >Delivered-To: telocity.com%mkrebs at telocity.com
> >X-Received: 30 Nov 2001 02:53:11 GMT
> >Delivered-To: rt-users at pallas.eruditorum.org
> >X-Sender: mkrebs at mail.telocity.com
> >X-Mailer: QUALCOMM Windows Eudora Version 5.1
> >Date: Thu, 29 Nov 2001 21:49:00 -0500
> >To: rt-users at lists.fsck.com
> >From: Mike Krebs <mkrebs at telocity.com>
> >Subject: [rt-users] New Install question
> >Sender: rt-users-admin at lists.fsck.com
> >X-BeenThere: rt-users at lists.fsck.com
> >X-Mailman-Version: 2.0beta5
> >List-Id: For users of RT: Request Tracker <rt-users.lists.fsck.com>
> >
> >For some reason, when I'm installing I get this:
> >
> >/usr/bin/perl   tools/initdb 'mysql' '/usr/local' 'localhost' '' 'root' 
> >'rt' create
> >Now creating a database for RT.
> >Enter the mysql password for root:
> >Creating mysql database rt.
> >DBI->connect(dbname=;host=localhost) failed: Can't connect to local MySQL 
> >server through socket '/var/lib/mysql/mysql.sock' (111) at 
> >/usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 74
> >Can't connect to local MySQL server through socket 
> >'/var/lib/mysql/mysql.sock' (111) at 
> >/usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 74, 
> ><STDIN> line 1.
> >make: *** [createdb] Error 255
> >[root at stewie rt-2-0-9]#
> >
> >But MySQL *IS* working.
> >
> >[root at stewie rt-2-0-9]# mysql -u root -p
> >Enter password:
> >Welcome to the MySQL monitor.  Commands end with ; or \g.
> >Your MySQL connection id is 47 to server version: 3.22.32
> >
> >Type 'help' for help.
> >
> >
> >Any ideas?
> >
> >thanks.
> >
> >-------------------------------------------------------------------
> >Thanks,
> >Mike Krebs
> >
> >"The things you own end up owning you." - Tyler Durden
> >
> >
> >
> >_______________________________________________
> >rt-users mailing list
> >rt-users at lists.fsck.com
> >http://lists.fsck.com/mailman/listinfo/rt-users
> 
> -------------------------------------------------------------------
> Thanks,
> Mike Krebs
> 
> "The things you own end up owning you." - Tyler Durden
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From bam at intrinsic.com  Sun Dec  2 03:35:53 2001
From: bam at intrinsic.com (Brian McClendon)
Date: Sun, 2 Dec 2001 00:35:53 -0800
Subject: [rt-users] Two questions:  comments-to-ccfolk, statistics cgi... where to run
Message-ID: <20011202003553.A24702@intrinsic.com>

I'm running 2.0.7 on RH 7.1.

I think I've read all the docs for 1.0/2.0, but I'm sure I
missed something.  I currently have global scrips:
  OnCreate AutoreplyToRequestors with template Autoreply  
  OnCorrespond NotifyAllWatchers with template Correspondence  
  OnResolve NotifyRequestors with template Resolved  
  OnComment NotifyAdminCcsAsComment with template AdminComment  
  OnCreate NotifyAllWatchers with template Correspondence  

Yet a comment does not get sent to CCers, only watchers of the queue.
I tried "OnComment, NotifyAllWatchers", but this sends mail to the
Requestor also, and that is not what I intended.

---
---
---

To further demonstrate my ignorance, I really like that rt2stats CGI,
but I can't seem to make it run as a cgi from the httpd as configured
for RT.  I tried forcing a directory to be cgi-enabled, but something
seems to be preventing it from running.  The cgi runs fine from the
command line, so its just an httpd config issue.

Any help would be appreciated... thanks.



-- 
--------------------------------------------------------
Brian McClendon     bam at intrinsic.com       650-966-6804
--------------------------------------------------------



From jhein at jhein.de  Sun Dec  2 06:45:48 2001
From: jhein at jhein.de (Julian Hein)
Date: Sun, 2 Dec 2001 12:45:48 +0100
Subject: [rt-users] Mail to ticket number
Message-ID: <000001c17b26$e340c110$c80aa8c0@int.netways.de>

Hi,

I would like to implement a solution in rt2 that allows users to send
mail to a ticket number directly, e.g. 9999 at rt.domain.com. Does anybody
know a solution for that or has a hint for me?

Thanks, Julian




From jesse at bestpractical.com  Sun Dec  2 14:30:30 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 2 Dec 2001 14:30:30 -0500
Subject: [rt-users] Mail to ticket number
In-Reply-To: <000001c17b26$e340c110$c80aa8c0@int.netways.de>; from jhein@jhein.de on Sun, Dec 02, 2001 at 12:45:48PM +0100
References: <000001c17b26$e340c110$c80aa8c0@int.netways.de>
Message-ID: <20011202143030.E2251@pallas.fsck.com>

Well, you happen to be in luck. I ended up dropping just that 
functionality into the codebase the other night for a friend.  

It works as alias+1234 at domain, but pretty much any MTA should
be able to do the rewriting you want to get 1234 at domain.

The code is in CVS, but the patches you want are:


    if ($flag eq '--ticket-id-from-extension') {
           $TicketId = $ENV{'EXTENSION'};
     }

after 

    if (($flag eq '-q') or ($flag eq '--queue')) {
    	$Queue = shift @ARGV;
    } 


and 
	$TicketId = ParseTicketId($Subject) unless ($TicketId);

instead of 

	$TicketId = ParseTicketId($Subject);


On Sun, Dec 02, 2001 at 12:45:48PM +0100, Julian Hein wrote:
> Hi,
> 
> I would like to implement a solution in rt2 that allows users to send
> mail to a ticket number directly, e.g. 9999 at rt.domain.com. Does anybody
> know a solution for that or has a hint for me?
> 
> Thanks, Julian
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Sun Dec  2 14:31:49 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 2 Dec 2001 14:31:49 -0500
Subject: [rt-users] command line bug?
In-Reply-To: <0EFDD4B425B6CE49899DA99A4B37BCA81F24@server01.staff.sporg.com>; from j.freeman@sporg.com on Fri, Nov 30, 2001 at 03:26:43PM -0800
References: <20011201083256.A77072@dorfl.internal.moreton.com.au> <0EFDD4B425B6CE49899DA99A4B37BCA81F24@server01.staff.sporg.com>
Message-ID: <20011202143149.F2251@pallas.fsck.com>

Well, there was a bug in the priority setting code until very recently.
(Post 2.0.9, I believe)    Are you using the names or IDs of keywords
and keyword selects? you should be using names....

	-j


On Fri, Nov 30, 2001 at 03:26:43PM -0800, Jeremy Freeman wrote:
> I am trying to import a bunch of tickets from the commandline program and
> seem to be having difficulty setting priority and keywords when creating
> tickets. I am using the following:
> 
> /usr/local/rt2/bin/rt --verbose --create --status=open --owner=13 --queue=7 
> --subject='Evaluate Additional Payment
> pig' --priority=25 --keywords+15/20 --noedit
> 
> The keywords are never set and the priority remains 0.
> 
> i do get the following response:
> 
> 15/20Ticket 53 created in queue 'dev::changes'.
> 
> Seems a little strange...
> 
> Any ideas?
> 
> --
> Jeremy
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From Fred.Percynski at divine.com  Sun Dec  2 14:40:50 2001
From: Fred.Percynski at divine.com (Percynski, Fred)
Date: Sun, 2 Dec 2001 13:40:50 -0600
Subject: [rt-users] command line bug?
Message-ID: <1456676BC1FA194DAE8625B9BE42197A02167B@LIILMTFSSTE04.mailtask.com>

As for the priority problem that is a bug in the CLI.  I think Jesse
said it will be fixed in 2.0.10.  But you can fix it now by modifying
the rt script.  Find the section that has this line
# {{{ Check if we're creating, if so, create the ticket and be done
In that section is the line
Priority => $priority, 
Change that line to
InitialPriority => $priority,

I have never used keywords from the CLI so I can't help with that
problem.

-----Original Message-----
From: Jeremy Freeman [mailto:j.freeman at sporg.com]
Sent: Friday, November 30, 2001 6:27 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] command line bug?



I am trying to import a bunch of tickets from the commandline program
and seem to be having difficulty setting priority and keywords when
creating tickets. I am using the following:

/usr/local/rt2/bin/rt --verbose --create --status=open --owner=13
--queue=7 --subject='Evaluate Additional Payment pig' --priority=25
--keywords+15/20 --noedit

The keywords are never set and the priority remains 0. 

i do get the following response: 

15/20Ticket 53 created in queue 'dev::changes'. 

Seems a little strange... 

Any ideas? 

-- 
Jeremy 

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From jesse at bestpractical.com  Sun Dec  2 16:30:33 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 2 Dec 2001 16:30:33 -0500
Subject: [rt-users] [rt-announce] FTP Service to be discontinued on 1/1/2002
Message-ID: <20011202163033.H2251@pallas.fsck.com>

Over the course of the past several years,  the overhead required to 
provide FTP service has increased dramatically, while its utility, for
anonymous download-only service has faded as http has taken over the world.

On January 1, 2001, FTP service on ftp.fsck.com will be discontinued.
The same archive has been, and will continue to be available by http from

	http://www.fsck.com/pub/

	Thanks,

	Jesse Vincent
	Best Practical Solutions, LLC


-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.

_______________________________________________
rt-announce mailing list
rt-announce at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-announce



From pdh at snapgear.com  Sun Dec  2 17:03:08 2001
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 3 Dec 2001 08:03:08 +1000
Subject: Fwd: [rt-users] New Install question
In-Reply-To: <5.1.0.14.2.20011201193857.033a7f80@csibriarcliff.org>
References: <5.1.0.14.2.20011201193857.033a7f80@csibriarcliff.org>
Message-ID: <20011203080308.A330@moreton.com.au>

Mike Krebs wrote:
> I upgraded... yet I still get this error.
> 
> Any ideas?

Hmm...

> /usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' 
> 'root' 'rt' create

Looks good, but...

> Now creating a database for RT.
> Enter the mysql password for root:
> Creating mysql database rt.
> DBI->connect(dbname=;host=localhost) failed: Can't connect to local MySQL 
> server through socket '/var/lib/mysql/mysql.sock' (111) at 
> /usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 74

"dbname=". Maybe some kind of parsing bug in DBIx::DataSource::mysql....
Jesse/Ivan?



From matthew.zeier at thirdcoast.net  Sun Dec  2 17:53:42 2001
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Sun, 2 Dec 2001 14:53:42 -0800
Subject: [rt-users] rt command changed?  No RT user found...
Message-ID: <01f001c17b84$312b5ef0$0b16160a@Desktop>

My nag script used /opt/rt2/bin/rt to do it's work.  After upgrading to
2.0.9 I noticed that the script stopped sending out emails.  If I run it as
any user other than root, I get the following error:

mrz at irv1-core [~/] 526> /opt/rt2/bin/rt

No RT user found. Please consult your RT administrator.

Looking through the src, I see that GetCurrentUser "Figures out the uid of
the current user and returns an RT::CurrentUser object loaded with that
user.  if the current user isn't found, returns a copy of RT::Nobody."


That doesn't appear to be working anymore or I lost whatever RT:Nobody is.
Help?

--
matthew zeier - "In mathematics you don't understand things.  You just
get used to them." - John von Newmann




From jesse at bestpractical.com  Sun Dec  2 19:14:22 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 2 Dec 2001 19:14:22 -0500
Subject: [rt-users] rt command changed?  No RT user found...
In-Reply-To: <01f001c17b84$312b5ef0$0b16160a@Desktop>; from matthew.zeier@thirdcoast.net on Sun, Dec 02, 2001 at 02:53:42PM -0800
References: <01f001c17b84$312b5ef0$0b16160a@Desktop>
Message-ID: <20011202191422.J2251@pallas.fsck.com>

Your scripts are running as a user who doesn't have an RT account and were,
in effect, exploiting the security hole that was fixed in 2.0.8_01.

create an rt user with the unix username set to whatever your scripts run as.


On Sun, Dec 02, 2001 at 02:53:42PM -0800, matthew zeier wrote:
> 
> My nag script used /opt/rt2/bin/rt to do it's work.  After upgrading to
> 2.0.9 I noticed that the script stopped sending out emails.  If I run it as
> any user other than root, I get the following error:
> 
> mrz at irv1-core [~/] 526> /opt/rt2/bin/rt
> 
> No RT user found. Please consult your RT administrator.
> 
> Looking through the src, I see that GetCurrentUser "Figures out the uid of
> the current user and returns an RT::CurrentUser object loaded with that
> user.  if the current user isn't found, returns a copy of RT::Nobody."
> 
> 
> That doesn't appear to be working anymore or I lost whatever RT:Nobody is.
> Help?
> 
> --
> matthew zeier - "In mathematics you don't understand things.  You just
> get used to them." - John von Newmann
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From matthew.zeier at thirdcoast.net  Sun Dec  2 20:52:51 2001
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Sun, 2 Dec 2001 17:52:51 -0800
Subject: [rt-users] rt command changed?  No RT user found...
References: <01f001c17b84$312b5ef0$0b16160a@Desktop> <20011202191422.J2251@pallas.fsck.com>
Message-ID: <030101c17b9d$37d6f200$0b16160a@Desktop>


> Your scripts are running as a user who doesn't have an RT account and
were,
> in effect, exploiting the security hole that was fixed in 2.0.8_01.
>
> create an rt user with the unix username set to whatever your scripts run
as.

I'm actually running this as myself and my username and my RT login name are
the same -

mrz at irv1-core [~/] 532> id -a
uid=1294(mrz) gid=1001(sysadm) groups=1001(sysadm),1100(company)
mrz at irv1-core [~/] 533> /opt/rt2/bin/rt
No RT user found. Please consult your RT administrator.
mrz at irv1-core [~/] 534>


mysql> select Name from Users where Name = "mrz";
+------+
| Name |
+------+
| mrz  |
+------+
1 row in set (0.00 sec)








From jesse at bestpractical.com  Sun Dec  2 21:23:46 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 2 Dec 2001 21:23:46 -0500
Subject: [rt-users] rt command changed?  No RT user found...
In-Reply-To: <030101c17b9d$37d6f200$0b16160a@Desktop>; from matthew.zeier@thirdcoast.net on Sun, Dec 02, 2001 at 05:52:51PM -0800
References: <01f001c17b84$312b5ef0$0b16160a@Desktop> <20011202191422.J2251@pallas.fsck.com> <030101c17b9d$37d6f200$0b16160a@Desktop>
Message-ID: <20011202212346.K2251@pallas.fsck.com>

Use the web based admin tool to look at the user for you.  Look for 'unix login'.  Is that set to your unix login?


On Sun, Dec 02, 2001 at 05:52:51PM -0800, matthew zeier wrote:
> 
> 
> > Your scripts are running as a user who doesn't have an RT account and
> were,
> > in effect, exploiting the security hole that was fixed in 2.0.8_01.
> >
> > create an rt user with the unix username set to whatever your scripts run
> as.
> 
> I'm actually running this as myself and my username and my RT login name are
> the same -
> 
> mrz at irv1-core [~/] 532> id -a
> uid=1294(mrz) gid=1001(sysadm) groups=1001(sysadm),1100(company)
> mrz at irv1-core [~/] 533> /opt/rt2/bin/rt
> No RT user found. Please consult your RT administrator.
> mrz at irv1-core [~/] 534>
> 
> 
> mysql> select Name from Users where Name = "mrz";
> +------+
> | Name |
> +------+
> | mrz  |
> +------+
> 1 row in set (0.00 sec)
> 
> 
> 
> 
> 
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From matthew.zeier at thirdcoast.net  Sun Dec  2 22:03:17 2001
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Sun, 2 Dec 2001 19:03:17 -0800
Subject: [rt-users] rt command changed?  No RT user found...
References: <01f001c17b84$312b5ef0$0b16160a@Desktop> <20011202191422.J2251@pallas.fsck.com> <030101c17b9d$37d6f200$0b16160a@Desktop> <20011202212346.K2251@pallas.fsck.com>
Message-ID: <033301c17ba7$0eed6b80$0b16160a@Desktop>

Ah indeed - that was blank.  Thanks!


----- Original Message -----
From: "Jesse Vincent" <jesse at bestpractical.com>
To: "matthew zeier" <matthew.zeier at thirdcoast.net>
Cc: <rt-users at fsck.com>
Sent: Sunday, December 02, 2001 6:23 PM
Subject: Re: [rt-users] rt command changed? No RT user found...


>
> Use the web based admin tool to look at the user for you.  Look for 'unix
login'.  Is that set to your unix login?
>
>
> On Sun, Dec 02, 2001 at 05:52:51PM -0800, matthew zeier wrote:
> >
> >
> > > Your scripts are running as a user who doesn't have an RT account and
> > were,
> > > in effect, exploiting the security hole that was fixed in 2.0.8_01.
> > >
> > > create an rt user with the unix username set to whatever your scripts
run
> > as.
> >
> > I'm actually running this as myself and my username and my RT login name
are
> > the same -
> >
> > mrz at irv1-core [~/] 532> id -a
> > uid=1294(mrz) gid=1001(sysadm) groups=1001(sysadm),1100(company)
> > mrz at irv1-core [~/] 533> /opt/rt2/bin/rt
> > No RT user found. Please consult your RT administrator.
> > mrz at irv1-core [~/] 534>
> >
> >
> > mysql> select Name from Users where Name = "mrz";
> > +------+
> > | Name |
> > +------+
> > | mrz  |
> > +------+
> > 1 row in set (0.00 sec)
> >
> >
> >
> >
> >
> >
>
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
>




From jesse at bestpractical.com  Sun Dec  2 23:56:54 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 2 Dec 2001 23:56:54 -0500
Subject: [rt-users] [rt-announce] Re: FTP Service to be discontinued on 1/1/2002
In-Reply-To: <20011202163033.H2251@pallas.fsck.com>; from jesse@bestpractical.com on Sun, Dec 02, 2001 at 04:30:33PM -0500
References: <20011202163033.H2251@pallas.fsck.com>
Message-ID: <20011202235654.L2251@pallas.fsck.com>

Er. January 1, 2002. But you all knew what I meant ;)


On Sun, Dec 02, 2001 at 04:30:33PM -0500, Jesse Vincent wrote:
> Over the course of the past several years,  the overhead required to 
> provide FTP service has increased dramatically, while its utility, for
> anonymous download-only service has faded as http has taken over the world.
> 
> On January 1, 2001, FTP service on ftp.fsck.com will be discontinued.
> The same archive has been, and will continue to be available by http from
> 
> 	http://www.fsck.com/pub/
> 
> 	Thanks,
> 
> 	Jesse Vincent
> 	Best Practical Solutions, LLC
> 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.

_______________________________________________
rt-announce mailing list
rt-announce at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-announce



From feargal at thecia.ie  Mon Dec  3 04:19:38 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Mon, 3 Dec 2001 09:19:38 +0000
Subject: [rt-users] Two questions:  comments-to-ccfolk, statistics cgi... where to run
In-Reply-To: <20011202003553.A24702@intrinsic.com>
References: <20011202003553.A24702@intrinsic.com>
Message-ID: <20011203091938.43df1ace.feargal@thecia.ie>

I suppose there should be another scrip action installed by default which mails comment to Ccs.

Execute the following SQL query to create a new scrip action:

rt2=# INSERT INTO scripactions (name,description,execmodule,argument,creator,created,lastupdatedby,lastupdated) VALUES ('example.com-NotifyCcsAsComment','Sends mail to Ccs','NotifyAsComment','Cc',1,'now',1,now);

Note, that's for postgres, I assume 'now' will work for mysql also as the current date. It's the execmodule='NotifyAsComment' and the argument='Cc' that does the work.

Do a 'SELECT * FROM scripactions;' to get a look at how the existing scrip actions are set up first.

-Feargal.

On Sun, 2 Dec 2001 00:35:53 -0800, Brian McClendon <bam at intrinsic.com> wrote:

> I'm running 2.0.7 on RH 7.1.
> 
> I think I've read all the docs for 1.0/2.0, but I'm sure I
> missed something.  I currently have global scrips:
>   OnCreate AutoreplyToRequestors with template Autoreply  
>   OnCorrespond NotifyAllWatchers with template Correspondence  
>   OnResolve NotifyRequestors with template Resolved  
>   OnComment NotifyAdminCcsAsComment with template AdminComment  
>   OnCreate NotifyAllWatchers with template Correspondence  
> 
> Yet a comment does not get sent to CCers, only watchers of the queue.
> I tried "OnComment, NotifyAllWatchers", but this sends mail to the
> Requestor also, and that is not what I intended.
> 
> ---
> ---
> ---
> 
> To further demonstrate my ignorance, I really like that rt2stats CGI,
> but I can't seem to make it run as a cgi from the httpd as configured
> for RT.  I tried forcing a directory to be cgi-enabled, but something
> seems to be preventing it from running.  The cgi runs fine from the
> command line, so its just an httpd config issue.
> 
> Any help would be appreciated... thanks.
> 
> 
> 
> -- 
> --------------------------------------------------------
> Brian McClendon     bam at intrinsic.com       650-966-6804
> --------------------------------------------------------
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


-- 
Feargal Reilly,                        | Communications House, 
Systems Administrator.                 | 1a Lower Pembroke Street,
The CIA - http://www.thecia.ie/        | Dublin 2,
Ph: +353-1-6768230 Fax: +353-1-6767720 | Ireland.

PGP fingerprint: 9EA0 F62E 2345 6062 E522 00F2 31D0 B1B0 D678 96DB

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From don at zeroazimuth.com  Mon Dec  3 06:05:26 2001
From: don at zeroazimuth.com (Don Silvia)
Date: Mon, 3 Dec 2001 06:05:26 -0500
Subject: [rt-users] Can't start apache after 2.0.9 installation
Message-ID: <CPENLIGOKEODGNHGKDDCIECMCIAA.don@zeroazimuth.com>

Hi all,

I'm having trouble starting apache after adding the following perl handler
for RT:

	Alias /rt/ /opt/rt2/WebRT/html/
	PerlRequire /opt/rt2/bin/webmux.pl
	<Location /rt>
		SetHandler perl-script
		PerlHandler RT::Mason
	</Location>

Summary of my system:

- Red Hat 7.1
- Perl 5.6.1
- mod_perl 1.26
- apache 1.3.22

I rebuilt mod_perl and apache as follows:

perl Makefile.PL APACHE_PREFIX=/usr/local/apache
APACHE_SRC=../apache-1.3.22/src DO_HTTPD=1 USE_APACI=1 EVERYTHING=1
PERL_TABLE_API=1

I added the PERL_TABLE_API after seeing a previous post on this list, and it
did suppress an error with Apache::Table.

The apache log file shows these errors:

[Sun Dec  2 10:46:41 2001] [error] Can't call method "get" on an undefined
value
at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line
365.
Compilation failed in require at /opt/rt2/bin/webmux.pl line 20. BEGIN
failed--
compilation aborted at /opt/rt2/bin/webmux.pl line 20. Compilation failed in
require at (eval 18) line 1.

Syntax error on line 286 of /usr/local/apache/conf/httpd.conf: Can't call
method
"get" on an undefined value at
/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 365.
Compilation failed in require at /opt/rt2/bin/webmux.pl line 20. BEGIN
failed--
compilation aborted at /opt/rt2/bin/webmux.pl line 20. Compilation failed in
require at (eval 18) line 1.

Any ideas on how to resolve this?

Thanks,

Don Silvia





From EMandel at worldnow.com  Mon Dec  3 08:45:32 2001
From: EMandel at worldnow.com (Eric Mandel)
Date: Mon, 3 Dec 2001 08:45:32 -0500 
Subject: [rt-users] Adding new indexes in 2.0.9 to pre-existing 2.0.9 database
Message-ID: <AC74BE89A225D511817100B0D03D561C04FB0771@NYEXCHG01>

Hi,

I just upgraded from 2.0.7 to 20.9 and everything seems great. Thanks for
the new enhancements Jesse. There's one thing that I would like to implement
that I think didn't happen during the upgrade. I remember reading about some
new indexes for a MySQL database. During make upgrade, I don't think they
were added. Is there a .sql command file that just includes the statements
to add the indexes. Is that all that's need to add them?

Thanks.

Eric Mandel
WorldNow
 
Enabling media companies to build powerful new businesses on the Internet.
 
	This message may contain confidential and/or privileged information.
If you are not the addressee or authorized to receive this for the
addressee, you must not use, copy, disclose or take any action based on this
message or any information herein. If you have received this message in
error, please advise the sender immediately by reply e-mail and delete this
message. Thank you for your cooperation.




From mole at zebra.co.uk  Mon Dec  3 09:59:34 2001
From: mole at zebra.co.uk (Mole)
Date: Mon, 3 Dec 2001 14:59:34 +0000
Subject: [rt-users] newby help
Message-ID: <01120314593405.08697@moleshole.zebra.co.uk>

















Hi ,
	I've just installed RT and having trouble getting working if I enter a 
username and password form the initial login screen I get the following error

RT version is 2.09

any helpful pointers gratefully accepted

Kind regards
Caroline




raw error: 

error while executing /autohandler:
Can't call method "SimpleQuery" on an undefined value at 
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm line 788.
 HTML::Mason::Interp::__ANON__('Can\'t call method "SimpleQuery" on an 
undefined value at /usr/l...') called at 
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm line 788
 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x81fdc38)', 
'SELECT * FROM Users WHERE Name = ?', 'root') called at 
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm line 719
 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x81fdc38)', 
'Name', 'root') called at 
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm line 71
 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x81f
dc38)', 'Name', 'root') called at 
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm line 688
 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x81fdc38)', 
'Name', 'root') called at /rt/opt/lib/RT/CurrentUser.pm line 185
 RT::CurrentUser::Load('RT::CurrentUser=HASH(0x81fdc38)', 'root') called at 
/rt/opt/WebRT/data/obj/autohandler line 43
 HTML::Mason::Commands::__ANON__('pass', 'xxxxxx', 'user', 'root') called at 
/usr/lib/perl5/5.6.1/i386-linux/HTML/Mason/Component.pm line 131
 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8d09e50
)', 'pass', 'xxxxxx, 'user', 'root') called at 
/usr/lib/perl5/5.6.1/i386-linux/HTML/Mason/Request.pm line 653
 eval {...} called at /usr/lib/perl5/5.6.1/i386-linux/HTML/Mason/Request.pm 
line 653
 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x81b896
8)', 'HASH(0x81fdd70)', 'HTML::Mason::Component::FileBased=HASH(0x8d09e50)', 
'pass', 'xxxxxx', 'user', 'root') called at 
/usr/lib/perl5/5.6.1/i386-linux/HTML/Mason/Request.pm line 159
 eval {...} called at /usr/lib/perl5/5.6.1/i386-linux/HTML/Mason/Request.pm 
line 159
 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x81b896
8)', '/index.html', 'pass', 'xxxxxx, 'user', 'root') called at 
/usr/lib/perl5/5.6.1/i386-linux/HTML/Mason/ApacheHandler.pm line 914
 HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=HASH
(0x8ce2784)', 'Apache=SCALAR(0x8ce2574)', 
'HTML::Mason::Request::ApacheHandler=HASH(0x81b8968)', undef) called at 
/usr/lib/perl5/5.6.1/i386-linux/HTML/Mason/ApacheHandler.pm line 560
 eval {...} called at 
/usr/lib/perl5/5.6.1/i386-linux/HTML/Mason/ApacheHandler.pm line 560
 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0
x8ce2784)', 'Apache=SCALAR(0x8ce2574)') called at 
/usr/lib/perl5/5.6.1/i386-linux/HTML/Mason/ApacheHandler.pm line 1037
 HTML::Mason::ApacheHandler::handler('Apache=SCALAR(0x8ce2574)') called at 
/dev/null line 0
 eval {...} called at /dev/null line 0



From psneto at telepar.com.br  Mon Dec  3 12:19:08 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Mon, 3 Dec 2001 15:19:08 -0200 
Subject: [rt-users] Can't do setuid
Message-ID: <3D98391A7EA2D31192E5000629385A9606CCAAB1@correio.telepar.com.br>

I'm running RT on Conectiva Linux, so I chmoded u+s /usr/bin/suidperl:

[root at pinguim bin]# ls -la /usr/bin/suidperl 
-rwsr-xr-x   1 root     root       694872 Sep  5 07:15 /usr/bin/suidperl

However, I still get the following error when sending an e-mail to the
queue:

   ----- The following addresses had permanent fatal errors -----
"|/usr/local/rt2/bin/rt-mailgate --queue abuse --action correspond"
    (expanded from: <abuse at security.telepar.net.br>)

   ----- Transcript of session follows -----
Can't do setuid
554 5.3.0 "|/usr/local/rt2/bin/rt-mailgate --queue abuse --action
correspond"... unknown mailer error 2

Any idea ?

Thanks,

Presciliano



From mbuehler at musicnet.com  Mon Dec  3 13:39:47 2001
From: mbuehler at musicnet.com (Martin Buehler)
Date: Mon, 3 Dec 2001 10:39:47 -0800
Subject: [rt-users] Non-authenticated ticket viewing?
Message-ID: <MNEMKBJECCFFLDJLHCHNIEKGCAAA.mbuehler@musicnet.com>

    I've been through the FAQ's and the archives, and haven't found the
answer or if it's possible.  Is there any way to let the requestor without
rights view a ticket without logging in?  Don't even care if they all use a
common account and the credentials are stuck in the URL (a la the "view your
ticket" email generated by scrips).

   Anybody had luck with this?

Thanks,

mbuehler




From Peter_Losher at isc.org  Mon Dec  3 14:59:14 2001
From: Peter_Losher at isc.org (Peter Losher)
Date: Mon, 3 Dec 2001 11:59:14 -0800 (PST)
Subject: [rt-users] Limiting SPAM into rt2 system.
Message-ID: <20011203115102.T40254-100000@tardis.isc.org>

Hi,

This is more of a general implementation question, but I am looking to
upgrade out current bug-tracking system from RT1 and req, to a integrated
RT2 system, using PostgreSQL as a database backend.

One question I do have, one requirement that we do have is that we accept
bug reports via email.  While this makes it easier (we think), it opens us
up to spam... large amounts of spam... REALLY large amounts of spam on a
daily basis (as these bugs aliases are very well known in the Internet
community, we are on every known spammers list).  We even have the
occasional mail-loop to provide fun for one and all.

Are there ways in the mail gateway abilities in RT2 to prevent this?
Something like a cookie-based system, where you have to confirm your bug
submission before it gets entered into the db?  Or are their other ways
other RT admins have dealt with this issue?

Thanks for your input... :)

-Peter
-- 
Peter_Losher at isc.org - Internet Software Consortium - http://www.isc.org/




From jesse at bestpractical.com  Mon Dec  3 15:09:42 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 3 Dec 2001 15:09:42 -0500
Subject: [rt-users] Limiting SPAM into rt2 system.
In-Reply-To: <20011203115102.T40254-100000@tardis.isc.org>; from Peter_Losher@isc.org on Mon, Dec 03, 2001 at 11:59:14AM -0800
References: <20011203115102.T40254-100000@tardis.isc.org>
Message-ID: <20011203150942.Q2251@pallas.fsck.com>

Personally, I'd recommend using a system like the RBL to limit the spam
getting into your systems.  I suspect that the ISC can probably negotiate a
discounted RBL contract ;)

	-j


On Mon, Dec 03, 2001 at 11:59:14AM -0800, Peter Losher wrote:
> Hi,
> 
> This is more of a general implementation question, but I am looking to
> upgrade out current bug-tracking system from RT1 and req, to a integrated
> RT2 system, using PostgreSQL as a database backend.
> 
> One question I do have, one requirement that we do have is that we accept
> bug reports via email.  While this makes it easier (we think), it opens us
> up to spam... large amounts of spam... REALLY large amounts of spam on a
> daily basis (as these bugs aliases are very well known in the Internet
> community, we are on every known spammers list).  We even have the
> occasional mail-loop to provide fun for one and all.
> 
> Are there ways in the mail gateway abilities in RT2 to prevent this?
> Something like a cookie-based system, where you have to confirm your bug
> submission before it gets entered into the db?  Or are their other ways
> other RT admins have dealt with this issue?
> 
> Thanks for your input... :)
> 
> -Peter
> -- 
> Peter_Losher at isc.org - Internet Software Consortium - http://www.isc.org/
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From Peter_Losher at isc.org  Mon Dec  3 15:17:59 2001
From: Peter_Losher at isc.org (Peter Losher)
Date: Mon, 3 Dec 2001 12:17:59 -0800 (PST)
Subject: [rt-users] Limiting SPAM into rt2 system.
In-Reply-To: <20011203150942.Q2251@pallas.fsck.com>
Message-ID: <20011203121029.W40254-100000@tardis.isc.org>

On Mon, 3 Dec 2001, Jesse Vincent wrote:

> Personally, I'd recommend using a system like the RBL to limit the spam
> getting into your systems.  I suspect that the ISC can probably negotiate a
> discounted RBL contract ;)

We already do use the RBL, and have for a long time ;)  While it does a
good job in a lot of respects, a lot of spam still gets through. (A lot
of it new spam that hasn't yet been added to the RBL database).   Then
there are the broken MTA's/autoresponders that make my life... er um.
interesting. (looping mail, oh fun)

-Peter
-- 
Peter_Losher at isc.org - Internet Software Consortium - http://www.isc.org/




From matthew.zeier at thirdcoast.net  Mon Dec  3 15:34:56 2001
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Mon, 3 Dec 2001 12:34:56 -0800
Subject: [rt-users] Limiting SPAM into rt2 system.
References: <20011203121029.W40254-100000@tardis.isc.org>
Message-ID: <084001c17c39$f8f1f0b0$0b16160a@Desktop>

Yeah, I second that.  I'm using procmail to filter out emails and the hand
off the the real RT address.



> On Mon, 3 Dec 2001, Jesse Vincent wrote:
>
> > Personally, I'd recommend using a system like the RBL to limit the spam
> > getting into your systems.  I suspect that the ISC can probably
negotiate a
> > discounted RBL contract ;)
>
> We already do use the RBL, and have for a long time ;)  While it does a
> good job in a lot of respects, a lot of spam still gets through. (A lot
> of it new spam that hasn't yet been added to the RBL database).   Then
> there are the broken MTA's/autoresponders that make my life... er um.
> interesting. (looping mail, oh fun)
>
> -Peter
> --
> Peter_Losher at isc.org - Internet Software Consortium - http://www.isc.org/
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From psneto at telepar.com.br  Mon Dec  3 15:35:06 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Mon, 3 Dec 2001 18:35:06 -0200 
Subject: RES: [rt-users] Can't do setuid
Message-ID: <3D98391A7EA2D31192E5000629385A9606CCAAB5@correio.telepar.com.br>

Aditional information:

Sendmail version: 8.11.1/8.8.7

#/etc/aliases
...
rt-comment:     "|/usr/local/rt2/bin/rt-mailgate --queue general --action
comment"
rt:             "|/usr/local/rt2/bin/rt-mailgate --queue general --action
correspond"
...
abuse-comment:  "|/usr/local/rt2/bin/rt-mailgate --queue abuse --action
comment"
abuse:          "|/usr/local/rt2/bin/rt-mailgate --queue abuse --action
correspond"
...

Thanks,

Presciliano

> ----- Mensagem original -----
> De:		Presciliano dos Santos Neto 
> Enviada em:		Segunda-feira, 3 de Dezembro de 2001 15:19
> Para:		'rt-users at lists.fsck.com'
> Assunto:		[rt-users] Can't do setuid
> 
> I'm running RT on Conectiva Linux, so I chmoded u+s /usr/bin/suidperl:
> 
> [root at pinguim bin]# ls -la /usr/bin/suidperl 
> -rwsr-xr-x   1 root     root       694872 Sep  5 07:15 /usr/bin/suidperl
> 
> However, I still get the following error when sending an e-mail to the
> queue:
> 
>    ----- The following addresses had permanent fatal errors -----
> "|/usr/local/rt2/bin/rt-mailgate --queue abuse --action correspond"
>     (expanded from: <abuse at security.telepar.net.br>)
> 
>    ----- Transcript of session follows -----
> Can't do setuid
> 554 5.3.0 "|/usr/local/rt2/bin/rt-mailgate --queue abuse --action
> correspond"... unknown mailer error 2
> 
> Any idea ?
> 
> Thanks,
> 
> Presciliano
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From pdh at snapgear.com  Mon Dec  3 16:58:34 2001
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 4 Dec 2001 07:58:34 +1000
Subject: [rt-users] Can't do setuid
In-Reply-To: <3D98391A7EA2D31192E5000629385A9606CCAAB1@correio.telepar.com.br>
References: <3D98391A7EA2D31192E5000629385A9606CCAAB1@correio.telepar.com.br>
Message-ID: <20011204075834.G1668@moreton.com.au>

Presciliano dos Santos Neto wrote:
> I'm running RT on Conectiva Linux, so I chmoded u+s /usr/bin/suidperl:
> 
> However, I still get the following error when sending an e-mail to the
> queue:
> 
> Can't do setuid

Assuming nothing is removing the suid bit on that executable,
you may have the same problem as has been reported under
Slackware. See

http://www.helgrim.com/rtdocs/faq.html#71

for suggestions.



From bruce_campbell at ripe.net  Mon Dec  3 17:36:39 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 3 Dec 2001 23:36:39 +0100 (CET)
Subject: [rt-users] Limiting SPAM into rt2 system.
In-Reply-To: <20011203115102.T40254-100000@tardis.isc.org>
Message-ID: <Pine.LNX.4.31.0112032230570.27530-100000@x22.ripe.net>

On Mon, 3 Dec 2001, Peter Losher wrote:

> One question I do have, one requirement that we do have is that we accept
> bug reports via email.  While this makes it easier (we think), it opens us
> up to spam... large amounts of spam... REALLY large amounts of spam on a
> daily basis (as these bugs aliases are very well known in the Internet
> community, we are on every known spammers list).  We even have the
> occasional mail-loop to provide fun for one and all.

I'll raise you one.  We get people whinging about spam mail that they've
received, in addition to receiving the sodding crap.  And they're not very
polite about it either.

> Are there ways in the mail gateway abilities in RT2 to prevent this?
> Something like a cookie-based system, where you have to confirm your bug
> submission before it gets entered into the db?  Or are their other ways
> other RT admins have dealt with this issue?

On a slightly serious note, maybe a 'white' listing approach would work,
similar to the spamcop once-off of:

	Your address is not recognised.  Please confirm it by replying to
	this message, then we'll process your mail/bug report.

Elsethread, someone mentioned procmail.. looking at the procmailex man
page, this seems trivial to implement..  Actually, I've spent 10 minutes
or so and the below is the (untested) result - if it doesn't make sense,
read the procmail man pages before asking ;)

Have fun.

-- Main rt procmail protection
	:0 :sender.chk
	* !^FROM_MAILER
	* !^X-Loop:.*RT
	* ^TO_rt_address
	{
	  :0 Whc: sender.chk
	  | formail -rD 81920 sender.cache

	  # If the address wasn't in the cache.
	  :0 e
	  {
		# Get a random identifier.  1 line
		THISID="`perl -e '$frflag=0;while(<>)next
if($frflag>0);next
unless(m/^From\s(\S+)\s\s\S+/);$add=$1;$frflag=1;$crstr=rand(8192) . $add
. rand(16234);$lprt=crypt( $add, "rt");print \"$lprt\n\";}'`"

		# Send back the identifier.
		:0 hc
		| (formail -r -I"Precedence: junk"\
			-A"X-Loop: RT-auth-loop" \
			-I"From: rt-auth at your-domain" \
			; \
			cat std_auth_self_template | \
			sed -e "s/IDENTIFIER/$THISID/g" ) | \
			$SENDMAIL -t

		# Save the message in a spot indicated by the identifier.
		# perl 'crypt' function should be pathname safe.
		:0
		maildir/$THISID
	  }

	  # Address was in the cache - Send it on to RT.
	  :0Whc: fastloop.chk
	  | formail -rD 128 fastloop.cache

	  # Address wasn't in the small fast-loop cache
	  :0e
	  | rt-mailgate

	  # Address was in the fast loop cache.  Don't send an auto-ack
	  # in case this is a fast loop.  Downside is that if this is a
	  # slow ticket queue, multiple issues from one person will not be
	  # acked until someone else emails the ticketing system.  You
	  # could put a crontab to delete the fastloop.cache file every
	  # 30 minutes I guess.
	  :0
	  | rt-mailgate -no-auto-ack-whats-the-flag-for-this?
	}

	# Deal with mails from mailer daemons and possible loops
	:0
	* ^TO_rt
	| rt-mailgate -no-auto-ack-whats-the-flag-for-this?

	# Mails not to RT, but received
	:0
	! human_person

--- std_auth_self_template

	Hi there,

	Thankyou for emailing Example.Com, the organisation proudly used
	for examples the world over.  Our Marketing people insist that we
	plug our website, at http://www.example.com/ .

	So that we can serve *you* better, (and so we're not wasting our
	time by dealing with spam mail), we'd like to ask you to do
	something special for us.  We have put your original message to
	one side, where it will be kept nice and secure until we've got
	this trifling administrative detail out of the way, or a week
	passes.

	Please verify that you are a human, and not some annoying spam
	mail, by replying to this message, making sure that you include
	the line below.

		Random-Auth-ID: IDENTIFIER

	Please send your reply to 'rt-auth at example.com'.  Once we receive
	this, we will send your original message onwards to our shiney
	tracking system, where we'll keep your original date and time of
	sending.

	If you need to interact with us (and we hope you do) beyond the
	items outlined in your message, we will recognise your address the
	next time, and not ask you to prove your existence again.

	Yours in hopeful existence-certainty:

		Example.Com
		Proud Makers of Example Texts Everywhere.

---RT-auth procmail snippet

	# Find the identifier in the mail - 13 chars is what crypt
	# returns?  Note we don't bind to the start of the line, as
	# too many people misunderstand forward (^), reply (^>\s+) or
	# other requests.  As long as its in the body, as-is, its fine.

	FOUNDID="`perl -e '$found=0;while(<>){next if( $found >
0);next unless(m/Random-Auth-ID:\s*(\S{13,13})\s*/i;$lprt=$1;if(
$lprt =~ /^[A-Za-z0-9]+$/){$found=1;print \"$lprt\n";}}'"

	# See if its there.
	:0
	* ? test -f mail/$FOUNDID
	{
	  # The file exists.  Send this file on.
	  :0
	  * ? cat mail/$FOUNDID | formail -s $SENDMAIL -t
	  * ? rm mail/$FOUNDID
	  | ( formail -r -I"Precedence: junk" \
		-I"X-Loop: RT-auth at your.domain" \
		; \
		cat std_auth_ack ) | $SENDMAIL -t

	  # Some error occured.  Bounce to a person.
	  :0
  	  ! human_person
	}

	# They had no identifier there.
	:0 Whc
	| ( formail -r -I"Precedence: junk" \
		-I"X-Loop: RT-auth at your.domain" \
		; \
		cat std_no_auth_found ) | $SENDMAIL -t

	# Bounce it to a human just in case.
	:0
	! human_person

--- Cronscript to clean up old auth files - your xargs may not support
    this flag.

# Find files older than 7 days.
5 */8 * * * find mail -mtime +7 -print | xargs --no-run-if-empty rm

--- Are you still reading this far?


-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From bruce_campbell at ripe.net  Mon Dec  3 17:48:57 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 3 Dec 2001 23:48:57 +0100 (CET)
Subject: [rt-users] Can't do setuid
In-Reply-To: <20011204075834.G1668@moreton.com.au>
Message-ID: <Pine.LNX.4.31.0112032337450.27530-100000@x22.ripe.net>

On Tue, 4 Dec 2001, Phil Homewood wrote:

> Presciliano dos Santos Neto wrote:
> > I'm running RT on Conectiva Linux, so I chmoded u+s /usr/bin/suidperl:
> >
> > However, I still get the following error when sending an e-mail to the
> > queue:
> >
> > Can't do setuid
>
> Assuming nothing is removing the suid bit on that executable,
> you may have the same problem as has been reported under
> Slackware. See
>
> http://www.helgrim.com/rtdocs/faq.html#71

Hrmmmm... sounds like a job for something like the majordomo setuid
wrapper program.. ultra-tiny setuid compiled program whose only function
is to invoke a perl script with the appropriate settings.

You could probably use the majordomo wrapper program, recompiling to use
the rt group, an rt dummy user, and HOME being /path/to/rt2/bin .

( No, I'm not staying up just to read rt-users )

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From don at zeroazimuth.com  Mon Dec  3 17:41:35 2001
From: don at zeroazimuth.com (Don Silvia)
Date: Mon, 3 Dec 2001 17:41:35 -0500
Subject: [rt-users] Can't start apache after 2.0.9 installation
In-Reply-To: <Pine.LNX.4.33.0112031406510.25007-100000@prickpunch.usg.tufts.edu>
Message-ID: <CPENLIGOKEODGNHGKDDCGEDACIAA.don@zeroazimuth.com>

Here's the output:

# make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.47 ...found
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 0.896 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie...found
Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::mysql 2.0416 ...found

Actually, I have HTML::Mason v. 1.04 installed.  The first time I ran 'make
testdeps' it found quite a few things that weren't installed or up to date.
So I ran 'make fixdeps' and it seemed to take care of everything.

Thanks,

Don Silvia

-----Original Message-----
From: Sheeri Kritzer [mailto:awfief at usg.tufts.edu]
Sent: Monday, December 03, 2001 2:08 PM
To: Don Silvia
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Can't start apache after 2.0.9 installation


I would make sure you have the latest HTML::Mason perl module installed.
what does 'make testdeps' say?


--
Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
sheeri.kritzer at tufts.edu

On Mon, 3 Dec 2001, Don Silvia wrote:

> Hi all,
>
> I'm having trouble starting apache after adding the following perl handler
> for RT:
>
> 	Alias /rt/ /opt/rt2/WebRT/html/
> 	PerlRequire /opt/rt2/bin/webmux.pl
> 	<Location /rt>
> 		SetHandler perl-script
> 		PerlHandler RT::Mason
> 	</Location>
>
> Summary of my system:
>
> - Red Hat 7.1
> - Perl 5.6.1
> - mod_perl 1.26
> - apache 1.3.22
>
> I rebuilt mod_perl and apache as follows:
>
> perl Makefile.PL APACHE_PREFIX=/usr/local/apache
> APACHE_SRC=../apache-1.3.22/src DO_HTTPD=1 USE_APACI=1 EVERYTHING=1
> PERL_TABLE_API=1
>
> I added the PERL_TABLE_API after seeing a previous post on this list, and
it
> did suppress an error with Apache::Table.
>
> The apache log file shows these errors:
>
> [Sun Dec  2 10:46:41 2001] [error] Can't call method "get" on an undefined
> value
> at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line
> 365.
> Compilation failed in require at /opt/rt2/bin/webmux.pl line 20. BEGIN
> failed--
> compilation aborted at /opt/rt2/bin/webmux.pl line 20. Compilation failed
in
> require at (eval 18) line 1.
>
> Syntax error on line 286 of /usr/local/apache/conf/httpd.conf: Can't call
> method
> "get" on an undefined value at
> /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 365.
> Compilation failed in require at /opt/rt2/bin/webmux.pl line 20. BEGIN
> failed--
> compilation aborted at /opt/rt2/bin/webmux.pl line 20. Compilation failed
in
> require at (eval 18) line 1.
>
> Any ideas on how to resolve this?
>
> Thanks,
>
> Don Silvia
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From lists at wordit.com  Mon Dec  3 18:13:33 2001
From: lists at wordit.com (Marcus)
Date: Tue, 04 Dec 2001 00:13:33 +0100
Subject: [rt-users] Limiting SPAM into rt2 system.
In-Reply-To: <20011203121029.W40254-100000@tardis.isc.org>
References: <20011203121029.W40254-100000@tardis.isc.org>
Message-ID: <200112040013330606.00CA0158@pop3.wordit.com>

On 03.12.01 at 12:17 Peter Losher wrote:
>We already do use the RBL, and have for a long time ;)  While it does
a
>good job in a lot of respects, a lot of spam still gets through.

Well, the other day I got the message below. It's from a system whereby
you have to reply once to be added to the accepted addresses list. When
you answer, the mail is delivered, and your address is kept and you
won't be asked to confirm again. Otherwise the mail is not delivered.

[ This notice was generated by TMDA v0.41 <http://tmda.sf.net/>,
  an automated junk-mail reduction system. ]

The homepage is actually:

http://software.libertine.org/tmda/


Would that kind of thing be an option?

Marcus





From richard.soderberg at databuilt.com  Mon Dec  3 18:32:59 2001
From: richard.soderberg at databuilt.com (Richard Soderberg)
Date: Mon, 3 Dec 2001 18:32:59 -0500
Subject: [rt-users] Limiting SPAM into rt2 system.
Message-ID: <245D3383FB8F0C469218514273488A27034207@hh-nts01.databuilt.com>

It occurs to me that perhaps adding some kind of RBL support into RT
itself such that there was no need to depend on the MTA for spam
filtering could be a useful thing?

R.



From jesse at bestpractical.com  Mon Dec  3 18:40:52 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 3 Dec 2001 18:40:52 -0500
Subject: [rt-users] Limiting SPAM into rt2 system.
In-Reply-To: <245D3383FB8F0C469218514273488A27034207@hh-nts01.databuilt.com>; from richard.soderberg@databuilt.com on Mon, Dec 03, 2001 at 06:32:59PM -0500
References: <245D3383FB8F0C469218514273488A27034207@hh-nts01.databuilt.com>
Message-ID: <20011203184052.S2251@pallas.fsck.com>

I believe pretty firmly that something like that should be in a filter
in front of RT, either in your MTA or in procmail. Though, as always, good
code or good money are really good at influencing me ;)

	-j


On Mon, Dec 03, 2001 at 06:32:59PM -0500, Richard Soderberg wrote:
> It occurs to me that perhaps adding some kind of RBL support into RT
> itself such that there was no need to depend on the MTA for spam
> filtering could be a useful thing?
> 
> R.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From russj at dimstar.net  Mon Dec  3 18:37:49 2001
From: russj at dimstar.net (Russ Johnson)
Date: Mon, 03 Dec 2001 15:37:49 -0800
Subject: [rt-users] Limiting SPAM into rt2 system.
In-Reply-To: <084001c17c39$f8f1f0b0$0b16160a@Desktop>
References: <20011203121029.W40254-100000@tardis.isc.org>
Message-ID: <5.1.0.14.0.20011203153532.00a748c0@127.0.0.1>

Has anyone looked into implementing spambouncer 
(http://www.spambouncer.org/) in front of RT?

At 12:34 PM 12/3/2001 -0800, you wrote:

> > We already do use the RBL, and have for a long time ;)  While it does a
> > good job in a lot of respects, a lot of spam still gets through. (A lot
> > of it new spam that hasn't yet been added to the RBL database).   Then
> > there are the broken MTA's/autoresponders that make my life... er um.
> > interesting. (looping mail, oh fun)

"The power to untie is stronger than the power to tie."

Well, yeah, otherwise my shoes would tie themselves.

---

Russ Johnson
Stargate Online

http://www.dimstar.net
telnet://telnet.dimstar.net
ICQ: 3739685




From cgilmore at tivoli.com  Mon Dec  3 18:47:04 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Mon, 3 Dec 2001 17:47:04 -0600
Subject: [rt-users] Limiting SPAM into rt2 system.
In-Reply-To: <Pine.LNX.4.31.0112032230570.27530-100000@x22.ripe.net>
Message-ID: <000001c17c54$d07266e0$69285492@tivoli.com>

This suggestion will obviously not be applicable to all (many?)
situations, but if you have your users' information be available in an
external datasource such as LDAP, you can simply define the
$LookupSenderInExternalDatabase and $SenderMustExistInExternalDatabase
options in config.pm. This setting ensures that only tickets are created
for known (to your external datasource) users. Otherwise, the incoming
request will bounce with the AutoRejectRequest template, if defined, or a
generic response.

Regards,
Christian

-----------------
Christian Gilmore
Team Lead
Web Infrastructure & Tools
IBM Software Group




From atrus at atrustrivalie.org  Tue Dec  4 01:21:34 2001
From: atrus at atrustrivalie.org (Yann Ramin)
Date: Mon, 03 Dec 2001 22:21:34 -0800
Subject: [rt-users] Not sending mail (Postfix on FreeBSD)
Message-ID: <3C0C6B6E.8000404@atrustrivalie.org>

I'm trying to get RT working on a FreeBSD system with the stock Sendmail 
replaced with Postfix. As far as I can tell, it is not sucessfuly 
sending any mail upon ticket recieved, replys, etc. Any suggestions? 
What should I set logging to to get a better idea of whats happening?

Thanks, Yann




From pdh at snapgear.com  Tue Dec  4 01:49:46 2001
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 4 Dec 2001 16:49:46 +1000
Subject: [rt-users] Not sending mail (Postfix on FreeBSD)
In-Reply-To: <3C0C6B6E.8000404@atrustrivalie.org>
References: <3C0C6B6E.8000404@atrustrivalie.org>
Message-ID: <20011204164946.Q1668@moreton.com.au>

Yann Ramin wrote:
> I'm trying to get RT working on a FreeBSD system with the stock Sendmail 
> replaced with Postfix. As far as I can tell, it is not sucessfuly 
> sending any mail upon ticket recieved, replys, etc. Any suggestions? 
> What should I set logging to to get a better idea of whats happening?

Have you set up your scrips?

http://www.helgrim.com/rtdocs/installation.html#44

(FAQ maintainers: Shouldn't this be in the FAQ?)



From scott at xs4all.nl  Tue Dec  4 05:08:46 2001
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Tue, 4 Dec 2001 11:08:46 +0100
Subject: [rt-users] Including a local file with OnCreate?
Message-ID: <20011204110846.I11872@xs4all.nl>

Hi,

I'm looking for a way to use RT to send out automated messages that are
triggered by an external application, or perhaps email, which may
contain, or be required to contain, information that isn't already
within the RT system itself.

For example, say that I wanted RT to send out a virus alert message to
notify someone that they're infected with a particular computer virus.
If I have a database of usernames and IP addresses, perhaps internet
domain names, then I'd like my alert to be sent to the email address in
charge of the IP address/domain, but to have the warning sent reference
them as well.

The easiest way I can think of performing this would be to run rt with
--requestors of the destination address, --queue for the virus type, but
then have an external file also be included with the OnCreate template
which includes whatever extra information out external databases
provided.

In other words, to have the template object read in from an optionally
provided filename, or posibly a new Action which will when applied to an
OnCreate will include the text we generate elsewhere as the template.

Make sense?  The "flow" we've got in mind is that an application on a
seperate system will either send a specially crafted email to the RT
system, or, more likely, will connect to it and run a command line
invocation of RT which will notify someone of their virus infection by
creating a ticket in the appropriate queue, as well as include
information which we have about their hostname, domains affected, etc.
All of this other data is kept outside of RT -- however, perhaps it
could be specified in headers and a modified rt-mailgate could use those
to put values into a standard template?

Anyway, mostly looking for suggestions and ideas...any are welcome!

Regards,

Scott




From bruce_campbell at ripe.net  Tue Dec  4 05:20:49 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 4 Dec 2001 11:20:49 +0100 (CET)
Subject: [rt-users] Including a local file with OnCreate?
In-Reply-To: <20011204110846.I11872@xs4all.nl>
Message-ID: <Pine.LNX.4.31.0112041114460.27530-100000@x22.ripe.net>

On Tue, 4 Dec 2001, Scott A. McIntyre wrote:

> For example, say that I wanted RT to send out a virus alert message to
> notify someone that they're infected with a particular computer virus.

You're more wanting to use RT as a record keeper of notification alerts.
I wouldn't use RT to send the outgoing notification, but format the
message like:

	Create RT ticket and get ticket number.  Set the queue to be the
		general virus warning one.
	Send outgoing notification, quoting ticket number in Subject and
		ensuring the 'from' and 'reply-to' is the RT system.
	Copy outgoing notification to RT.
	Change the requestor on the ticket number to be the address you
		sent the notification to.

Standard RT will do the trick, no need for a modified mailgate.

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From denis at imsltd.com  Tue Dec  4 06:28:58 2001
From: denis at imsltd.com (Denis Croombs)
Date: Tue, 4 Dec 2001 11:28:58 -0000
Subject: [rt-users] Trying to install Request Tracker on RedHat 7.1
Message-ID: <034401c17cb6$de6c0dc0$381bcac2@denisy2k.imsltd.com>

Hi,
I am having major problems installing Request Tracker, I have RedHat 7.1,
Perl 5.6.0-12, Apache 1.3.19-5, Mysqlclient 9.3.23.22-4, Mysql 3.23.36-1,
mysql-server 3.23.36-1 installed and apache is serving a number of sites.
(ALL installed from RedHat RPM's ! )
I have installed most of the perl modules required for Request Tracker
(http://www.helgrim.com/perlmodules/) but I get the following errors when I
try and install these 4 modules

libapreq

Executing /usr/bin/perl Makefile.PL  && make ..

Checking if your kit is complete...
Looks good
Writing Makefile for libapreq
mkdir ../blib
mkdir ../blib/arch
mkdir ../blib/arch/auto
mkdir ../blib/arch/auto/libapreq
Warning: -L../blib/arch/auto/libapreq changed
to -L/tmp/.webmin/libapreq-0.31/Request/../blib/arch/a
uto/libapreq
Writing Makefile for Apache::Request
Warning: -L../blib/arch/auto/libapreq changed
to -L/tmp/.webmin/libapreq-0.31/Cookie/../blib/arch/au
to/libapreq
Writing Makefile for Apache::Cookie
Writing Makefile for libapreq
mkdir blib/lib
mkdir blib/lib/auto
mkdir blib/lib/auto/libapreq
mkdir blib/man3
cp libapreq.pod blib/lib/libapreq.pod
cp lib/Apache/libapreq.pm blib/lib/Apache/libapreq.pm
make[1]: Entering directory `/tmp/.webmin/libapreq-0.31/c'
gcc -c -I/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/Apache/include -I/us
r/lib/perl5/site_perl/5.
6.0/i386-linux/auto/Apache/include/modules/perl -fno-strict-aliasing -O2 -ma
rch=i386 -mcpu=i686
-DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC -I/usr/lib/perl5/5.6.0/i386-l
inux/CORE  apache_reques
t.c
In file included from apache_request.c:58:
apache_request.h:5:19: httpd.h: No such file or directory
apache_request.h:6:25: http_config.h: No such file or directory
apache_request.h:7:23: http_core.h: No such file or directory
apache_request.h:8:22: http_log.h: No such file or directory
apache_request.h:9:23: http_main.h: No such file or directory
apache_request.h:10:27: http_protocol.h: No such file or directory
apache_request.h:11:25: util_script.h: No such file or directory
make[1]: *** [apache_request.o] Error 1
make[1]: Leaving directory `/tmp/.webmin/libapreq-0.31/c'
make: *** [subdirs] Error 2


CGI.pm

Executing make test .. PERL_DL_NONLAZY=1
/usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/lib/perl5/5.6.0/i386-linux -I/us
r/lib/ perl5/5.6.0 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0;
runtests @ARGV;' t/*.t t/esc...............ok t/form..............ok
t/function..........FAILED tests 14-15 Failed 2/27 tests, 92.59% okay
t/html..............ok t/pretty............ok t/request...........FAILED
tests 15-16 Failed 2/33 tests, 93.94% okay Failed Test Status Wstat Total
Fail Failed List of
failed ---------------------------------------------------------------------
---------- t/function.t 27 2 7.41% 14-15 t/request.t 33 2 6.06% 15-16 Failed
2/6 test scripts, 66.67% okay. 4/165 subtests failed, 97.58% okay. make: ***
[test_dynamic] Error 29

MLDBM

Executing make test ..

PERL_DL_NONLAZY=1
/usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/lib/perl5/5.6.0/i386-linux -I/us
r/lib/
perl5/5.6.0 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0;
runtests @ARGV;' t/*.t
t/dumper............ok
t/freezethaw........FAILED test 1
	Failed 1/4 tests, 75.00% okay
t/storable..........ok
Failed Test  Status Wstat Total Fail  Failed  List of failed
----------------------------------------------------------------------------
---
t/freezethaw.t                4    1  25.00%  1
Failed 1/3 test scripts, 66.67% okay. 1/16 subtests failed, 93.75% okay.
make: *** [test_dynamic] Error 29


Mysql

Executing /usr/bin/perl Makefile.PL && make .. Which drivers do you want to
install? 1) MySQL only 2) mSQL only (either of mSQL 1 or mSQL 2) 3) MySQL
and mSQL (either of mSQL 1 or mSQL 2) 4) mSQL 1 and mSQL 2 5) MySQL, mSQL 1
and mSQL 2 Enter the appropriate number: [3] 3 Do you want to install the
MysqlPerl emulation? You might keep your old Mysql module (to be
distinguished from DBD::mysql!) if you are concerned about compatibility to
existing applications! [n] n Do you want to install the MsqlPerl emulation?
You might keep your old Mysql module (to be distinguished from DBD::mysql!)
if you are concerned about compatibility to existing applications! [n] n
Where is your MySQL installed? Please tell me the directory that contains
the subdir 'include'. [/usr/local] /usr/local Cannot find one of
include/mysql/mysql.h, include/mysql.h in /usr/local at
lib/DBD/mysql/Install.pm line 165.

All help/clues very welcome as I have now tried this on 3 different systems
and am now making no progress.

Denis Croombs

Denis Croombs
Technical Support Analyst
Intelligent Micro Software

Please address all support replies to support at imsltd.com
For general technical support issues see http:\\www.imsltd.com
Developers site and details of BETA software and forthcoming releases.
http:\\development.imsltd.com

This message is intended for the use of the person (s) ("the intended
recipient(s)") to whom it is addressed. It may contain information which is
privileged and confidential within the meaning of applicable law. If you are
not the intended recipient, please contact the sender as soon as possible.
The views expressed in this communication may not necessarily be the views
of IMS Ltd.




From psneto at telepar.com.br  Tue Dec  4 08:01:50 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Tue, 4 Dec 2001 11:01:50 -0200 
Subject: RES: [rt-users] Can't do setuid
Message-ID: <3D98391A7EA2D31192E5000629385A9606CCAABF@correio.telepar.com.br>

Bruce,

I've installed majordomo wrapper, but I'm not sure how to use it to solve my
problem. Can you please point me in the right direction ?

Thanks,

Presciliano

> ----- Mensagem original -----
> De:		Bruce Campbell [SMTP:bruce_campbell at ripe.net]
> Enviada em:		Segunda-feira, 3 de Dezembro de 2001 20:49
> Para:		Phil Homewood
> Cc:		Presciliano dos Santos Neto; 'rt-users at lists.fsck.com'
> Assunto:		Re: [rt-users] Can't do setuid
> 
> On Tue, 4 Dec 2001, Phil Homewood wrote:
> 
> > Presciliano dos Santos Neto wrote:
> > > I'm running RT on Conectiva Linux, so I chmoded u+s /usr/bin/suidperl:
> > >
> > > However, I still get the following error when sending an e-mail to the
> > > queue:
> > >
> > > Can't do setuid
> >
> > Assuming nothing is removing the suid bit on that executable,
> > you may have the same problem as has been reported under
> > Slackware. See
> >
> > http://www.helgrim.com/rtdocs/faq.html#71
> 
> Hrmmmm... sounds like a job for something like the majordomo setuid
> wrapper program.. ultra-tiny setuid compiled program whose only function
> is to invoke a perl script with the appropriate settings.
> 
> You could probably use the majordomo wrapper program, recompiling to use
> the rt group, an rt dummy user, and HOME being /path/to/rt2/bin .
> 
> ( No, I'm not staying up just to read rt-users )
> 
> -- 
>                              Bruce Campbell
> RIPE
>  
> NCC
>  
> Operations



From bruce_campbell at ripe.net  Tue Dec  4 08:46:54 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 4 Dec 2001 14:46:54 +0100 (CET)
Subject: [rt-users] Using the majordomo wrapper program to get around setuid
 problem
In-Reply-To: <3D98391A7EA2D31192E5000629385A9606CCAABF@correio.telepar.com.br>
Message-ID: <Pine.LNX.4.31.0112041415280.27530-300000@x22.ripe.net>


( Subject changed to make it easier for people searching the archives )

This is a brief rundown on how to use a setuid program to invoke
rt-mailgate, when your OS's perl cannot (or won't) do setuid properly.

Firstly, compile and install RT.

Secondly, retrieve and extract majordomo from
ftp://ftp.greatcircle.com/pub/majordomo .  I used version 1.94.5 for this.
I've also attached to this message a cut-down Makefile and the original
wrapper.c .

Thirdly, edit the Majordomo Makefile (or the attached one) and change the
following variables:

	W_HOME = /path/to/rt2/bin
	W_USER = NUMERIC_ID_OF_RT_USER
	W_GROUP = NUMERIC_ID_OF_RT_GROUP

Next, run 'make wrapper', and 'make install-wrapper' as root.

Finally, put it in your /etc/aliases (or appropriate MTA location) as (on
one line of course):

	rt-comment: "|/path/to/rt2/bin/wrapper rt-mailgate --queue
		QUEUE_NAME --action comment"
and
	rt:         "|/path/to/rt2/bin/wrapper rt-mailgate --queue
		QUEUE_NAME --action correspond"

( Note that wrapper only looks for the program (1st argument) in the HOME
  directory defined below.  You don't need to put
  '/path/to/rt2/bin/rt-mailgate' in the alias file )

When fault-finding, note that /path/to/rt2/bin/wrapper should be setuid,
be owned by root and the RT group, and the /path/to/rt2/bin should be
within the wrapper binary, ie:

	$ strings -a /path/to/rt2/bin/wrapper
	 HOME
	HOME=/path/to/rt2/bin
	    HOME is %s,

If HOME=/something/else, then you've probably ended up with your majordomo
version of wrapper.

Your next port of call is ensuring that /path/to/rt2/bin/rt-mailgate
/path/to/rt2/bin/rt-mailgate is executable by the RT user, that the
directory tree all the way to the / is accessible by the RT user, and the
perl indicated by the first '#!' line is executable by the RT user.  Then
further fault-find by judicious application of perl -c and checking that
the RT user can access all the libraries, *including*
/path/to/rt2/etc/config.pm .

I hope this helps.

Regards,

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations
-------------- next part --------------

# Makefile solely for majordomo wrapper for use by RT2

#-------------  Configure these items ----------------# 
#
 
# Put the location of your Perl binary here:
PERL = /bin/perl

# What do you call your C compiler?
CC = cc
 
# Where should the wrapper program to be installed, and the directory that
# the wrapper can execute programs from.
W_HOME = /path/to/rt2/bin
 
# Remember to create an RT user and group!
# You need to have or create a user and group which the wrapper will run as.
# Enter the numeric UID and GID (not their names!) here:
W_USER = 97
W_GROUP = 97

# These set the permissions for all installed files and executables (except
# the wrapper), respectively.  Some sites may wish to make these more
# lenient, or more restrictive.
FILE_MODE = 644
EXEC_MODE = 755
HOME_MODE = 751

# If your system is POSIX (e.g. Sun Solaris, SGI Irix 5 and 6, Dec Ultrix MIPS,
# BSDI or other 4.4-based BSD, Linux) use the following four lines.  Do not
# change these values!
WRAPPER_OWNER = root
WRAPPER_GROUP = $(W_GROUP)
WRAPPER_MODE = 4755
POSIX = -DPOSIX_UID=$(W_USER) -DPOSIX_GID=$(W_GROUP)

# Otherwise, if your system is NOT POSIX (e.g. SunOS 4.x, SGI Irix 4,
# HP DomainOS) then comment out the above four lines and uncomment
# the following four lines.
# WRAPPER_OWNER = $(W_USER)
# WRAPPER_GROUP = $(W_GROUP)
# WRAPPER_MODE = 6755
# POSIX = 

# This is the environment that (along with LOGNAME and USER inherited from the
# parent process, and without the leading "W_" in the variable names) gets
# passed to processes run by "wrapper"
W_SHELL = /bin/sh
W_PATH = /bin:/usr/bin:/usr/ucb
W_MAJORDOMO_CF = $(W_HOME)/majordomo.cf

# A directory for temp files..
TMPDIR = /usr/tmp

#--------YOU SHOULDN'T HAVE TO CHANGE ANYTHING BELOW THIS LINE.-------------

VERSION =	1.94.5

# For those stupid machines that try to use csh. Doh!
SHELL = /bin/sh

WRAPPER_FLAGS = -DBIN=\"$(W_HOME)\" -DPATH=\"PATH=$(W_PATH)\" \
	-DHOME=\"HOME=$(W_HOME)\" -DSHELL=\"SHELL=$(W_SHELL)\" \
	-DMAJORDOMO_CF=\"MAJORDOMO_CF=$(W_MAJORDOMO_CF)\"      \
	$(POSIX)

INSTALL = ./install.sh

TMP = $(TMPDIR)/mj-install-$(VERSION)

default: 
	@echo "make what?"
	@echo "    install-wrapper: only install wrapper."
	@echo "    wrapper: only make wrapper."

install-wrapper: wrapper
	$(INSTALL) -o $(WRAPPER_OWNER) -g $(WRAPPER_GROUP) \
		-m $(WRAPPER_MODE) wrapper $(W_HOME)/wrapper
	@echo ""
	@echo "To verify that all the permissions and etc are correct,"
	@echo "run the command"
	@echo ""
	@echo "	     cd $(W_HOME); ./wrapper config-test"

wrapper: wrapper.c
	$(CC)  $(WRAPPER_FLAGS) -o wrapper wrapper.c

clean:
	rm -f  wrapper *~
-------------- next part --------------
/*
 *  $Source: /sources/cvsrepos/majordomo/wrapper.c,v $
 *  $Revision: 1.8 $
 *  $Date: 1997/08/27 15:01:12 $
 *  $Author: cwilson $
 *  $State: Exp $
 *
 *  $Locker:  $
 *  
 */

#ifndef lint
static char rcs_header[] = "$Header: /sources/cvsrepos/majordomo/wrapper.c,v 1.8 1997/08/27 15:01:12 cwilson Exp $";
#endif

#include <stdio.h>
#include <sysexits.h>

#if defined(sun) && defined(sparc)
#include <stdlib.h>
#endif


#ifndef STRCHR
#  include <string.h>
#  define STRCHR(s,c) strchr(s,c)
#endif

#ifndef BIN
#  define BIN "/usr/local/mail/majordomo"
#endif

#ifndef PATH
#  define PATH "PATH=/bin:/usr/bin:/usr/ucb"
#endif

#ifndef HOME
#  define HOME "HOME=/usr/local/mail/majordomo"
#endif

#ifndef SHELL
#  define SHELL "SHELL=/bin/sh"
#endif

char * new_env[] = {
    HOME,		/* 0 */
    PATH,		/* 1 */
    SHELL,		/* 2 */
#ifdef MAJORDOMO_CF
    MAJORDOMO_CF,	/* 3 */
#endif
    0,		/* possibly for USER or LOGNAME */
    0,		/* possible for LOGNAME */
    0,          /* possibly for timezone */
    0
};
    
int new_env_size = 7;				/* to prevent overflow problems */

main(argc, argv, env)
    int argc;
    char * argv[];
    char * env[];

{
    char * prog;
    int e, i;

    if (argc < 2) {
	fprintf(stderr, "USAGE: %s program [<arg> ...]\n", argv[0]);
	exit(EX_USAGE);
    }

    /* if the command contains a /, then don't allow it */
    if (STRCHR(argv[1], '/') != (char *) NULL) {
	/* this error message is intentionally cryptic */
	fprintf(stderr, "%s: error: insecure usage\n", argv[0]);
	exit(EX_NOPERM);
    }

    if ((prog = (char *) malloc(strlen(BIN) + strlen(argv[1]) + 2)) == NULL) {
	fprintf(stderr, "%s: error: malloc failed\n", argv[0]);
	exit(EX_OSERR);
    }

    sprintf(prog, "%s/%s", BIN, argv[1]);

    /*  copy the "USER=" and "LOGNAME=" envariables into the new environment,
     *  if they exist.
     */

#ifdef MAJORDOMO_CF
    e = 4; /* the first unused slot in new_env[] */
#else
    e = 3; /* the first unused slot in new_env[] */
#endif

    for (i = 0 ; env[i] != NULL && e <= new_env_size; i++) {
	if ((strncmp(env[i], "USER=", 5) == 0) ||
	    (strncmp(env[i], "TZ=", 3) == 0) ||
	    (strncmp(env[i], "LOGNAME=", 8) == 0)) {
	    new_env[e++] = env[i];
	}
    }


#if defined(SETGROUP)
/* renounce any previous group memberships if we are running as root */
    if (geteuid() == 0) { /* Should I exit if this test fails? */
    char *setgroups_used = "setgroups_was_included"; /* give strings a hint */
#if defined(MAIL_GID)
    int groups[] =  { POSIX_GID, MAIL_GID, 0 };
    if (setgroups(2, groups) == -1) {
#else
    int groups[] =  { POSIX_GID, 0 };
    if (setgroups(1, groups) == -1) {
#endif
	extern int errno;

	fprintf(stderr, "%s: error setgroups failed errno %d", argv[0],
		errno);
	}
}
#endif
	  

#ifdef POSIX_GID
    setgid(POSIX_GID);
#else
    setgid(getegid());
#endif

#ifdef POSIX_UID
    setuid(POSIX_UID);
#else
    setuid(geteuid());
#endif

    if ((getuid() != geteuid()) || (getgid() != getegid())) {
	fprintf(stderr, "%s: error: Not running with proper UID and GID.\n", argv[0]);
	fprintf(stderr, "    Make certain that wrapper is installed setuid, and if so,\n");
	fprintf(stderr, "    recompile with POSIX flags.\n");
	exit(EX_SOFTWARE);
    }

    execve(prog, argv+1, new_env);

    /* the exec should never return */
    fprintf(stderr, "wrapper: Trying to exec %s failed: ", prog);
    perror(NULL);
    fprintf(stderr, "    Did you define PERL correctly in the Makefile?\n");
    fprintf(stderr, "    HOME is %s,\n", HOME);
    fprintf(stderr, "    PATH is %s,\n", PATH);
    fprintf(stderr, "    SHELL is %s,\n", SHELL);
    fprintf(stderr, "    MAJORDOMO_CF is %s\n", MAJORDOMO_CF);
    exit(EX_OSERR);
}

From psneto at telepar.com.br  Tue Dec  4 09:00:17 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Tue, 4 Dec 2001 12:00:17 -0200 
Subject: RES: [rt-users] Using the majordomo wrapper program to get around
	 setuid problem
Message-ID: <3D98391A7EA2D31192E5000629385A9606CCAAC5@correio.telepar.com.br>

Yes !! It worked fine !!!

Thanks,

Presciliano


> ----- Mensagem original -----
> De:		Bruce Campbell [SMTP:bruce_campbell at ripe.net]
> Enviada em:		Ter?a-feira, 4 de Dezembro de 2001 11:47
> Para:		'rt-users at lists.fsck.com'
> Cc:		Presciliano dos Santos Neto
> Assunto:		[rt-users] Using the majordomo wrapper program to
> get around setuid problem
> 
> 
> ( Subject changed to make it easier for people searching the archives )
> 
> This is a brief rundown on how to use a setuid program to invoke
> rt-mailgate, when your OS's perl cannot (or won't) do setuid properly.
> 
> Firstly, compile and install RT.
> 
> Secondly, retrieve and extract majordomo from
> ftp://ftp.greatcircle.com/pub/majordomo .  I used version 1.94.5 for this.
> I've also attached to this message a cut-down Makefile and the original
> wrapper.c .
> 
> Thirdly, edit the Majordomo Makefile (or the attached one) and change the
> following variables:
> 
> 	W_HOME = /path/to/rt2/bin
> 	W_USER = NUMERIC_ID_OF_RT_USER
> 	W_GROUP = NUMERIC_ID_OF_RT_GROUP
> 
> Next, run 'make wrapper', and 'make install-wrapper' as root.
> 
> Finally, put it in your /etc/aliases (or appropriate MTA location) as (on
> one line of course):
> 
> 	rt-comment: "|/path/to/rt2/bin/wrapper rt-mailgate --queue
> 		QUEUE_NAME --action comment"
> and
> 	rt:         "|/path/to/rt2/bin/wrapper rt-mailgate --queue
> 		QUEUE_NAME --action correspond"
> 
> ( Note that wrapper only looks for the program (1st argument) in the HOME
>   directory defined below.  You don't need to put
>   '/path/to/rt2/bin/rt-mailgate' in the alias file )
> 
> When fault-finding, note that /path/to/rt2/bin/wrapper should be setuid,
> be owned by root and the RT group, and the /path/to/rt2/bin should be
> within the wrapper binary, ie:
> 
> 	$ strings -a /path/to/rt2/bin/wrapper
> 	 HOME
> 	HOME=/path/to/rt2/bin
> 	    HOME is %s,
> 
> If HOME=/something/else, then you've probably ended up with your majordomo
> version of wrapper.
> 
> Your next port of call is ensuring that /path/to/rt2/bin/rt-mailgate
> /path/to/rt2/bin/rt-mailgate is executable by the RT user, that the
> directory tree all the way to the / is accessible by the RT user, and the
> perl indicated by the first '#!' line is executable by the RT user.  Then
> further fault-find by judicious application of perl -c and checking that
> the RT user can access all the libraries, *including*
> /path/to/rt2/etc/config.pm .
> 
> I hope this helps.
> 
> Regards,
> 
> -- 
>                              Bruce Campbell
> RIPE
>  
> NCC
>  
> Operations << Arquivo:  >>  << Arquivo:  >> 



From LConrad at Go2France.com  Tue Dec  4 09:18:12 2001
From: LConrad at Go2France.com (Len Conrad)
Date: Tue, 04 Dec 2001 08:18:12 -0600
Subject: [rt-users] Limiting SPAM into rt2 system.
In-Reply-To: <20011203115102.T40254-100000@tardis.isc.org>
Message-ID: <5.1.0.14.2.20011204080859.03c18bf0@mail.Go2France.com>

>Are there ways in the mail gateway abilities in RT2 to prevent this?

I second the TDMA approach which we will be testing RSN, it's essentially a 
"double opt-in" technique.  Bug submitters would get a "please confirm" 
message.

TDMA would be downstream of  the usual restrictions in, say, postfix. 
postfix would scrub 90% of the crap with RBL, DNS validations, protocol 
enforcement (no SMTP command pipelining, ehlo required).  Whatever gets 
through that obtacle course, still has to be TDMA'd.

That approach really ought reduce the spam, imo.  And since there aren't 
100's or 1000's of you ISC people to teach how to use it ...

Len

http://MenAndMice.com/DNS-training
http://BIND8NT.MEIway.com : ISC BIND 8.2.4 for NT4 & W2K
http://IMGate.MEIway.com  : Build free, hi-perf, anti-abuse mail gateways




From psneto at telepar.com.br  Tue Dec  4 09:24:46 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Tue, 4 Dec 2001 12:24:46 -0200 
Subject: [rt-users] Abuse queue / Keywords
Message-ID: <3D98391A7EA2D31192E5000629385A9606CCAAC7@correio.telepar.com.br>

Hello !!

Now that my RT install is ok, I'd like to get tips/steps about implementing
a queue to track abuse reports. 

Is possible to automatically group tickets by SPAM subject, removing Fwd:
and Re: ? 

Also, I don't know exactly how to use Keywords Is possible to use this
feature to filter attack and spam reports ?

Thanks,

Presciliano




From EAndrejko at transwesttel.com  Tue Dec  4 11:21:01 2001
From: EAndrejko at transwesttel.com (Erik Andrejko)
Date: Tue, 4 Dec 2001 09:21:01 -0700 
Subject: [rt-users] Index.html not found
Message-ID: <914E67EC8CE4D211881900A0C93C58606015B7@mail.transwesttel.com>

I am experiencing the following trouble with RT2.0.9 and HTML::Mason
1.0.4.

When I attempt to open the WebRT page I receive the error:

Not Found
The requested URL /is/app/rt/index.html was not found on this server.

Apache/1.3.22 Server at wwwi.transwesttel.com Port 80

In the error log is the following:

[Tue Dec  4 11:13:26 2001] [warn] [Mason] Cannot resolve file to
component: /www/wwwi.transwesttel.com/html/is/app/rt/index.html (is file
outside component root?)

Now I have the following symbolic links:

/wwwi -> /www/wwwi.transwesttel.com/html
/wwwi/is/app/rt -> /opt/rt2/WebRT/html/

and

[root at twtlnx HTML-Mason-1.04]# ls -la /wwwi/is/app/rt
lrwxrwxrwx    1 root     root           20 Nov 29 13:22 /wwwi/is/app/rt
-> /opt/rt2/WebRT/html/
[root at twtlnx HTML-Mason-1.04]# ls -la /wwwi/is/app/rt/
total 14
drwxrwxr-x   10 root     is           1024 Dec  4 08:32 .
drwxr-xr-x    5 root     root         1024 Nov 29 12:41 ..
drwxr-xr-x   10 root     is           1024 Nov 29 12:13 Admin
drwxr-xr-x    2 root     is           1024 Nov 29 12:13 CVS
drwxr-xr-x    3 root     is           1024 Nov 29 12:13 Elements
drwxr-xr-x    4 root     is           1024 Nov 29 12:13 NoAuth
drwxr-xr-x    3 root     is           1024 Nov 29 12:13 Search
drwxr-xr-x    5 root     is           1024 Nov 29 12:13 SelfService
drwxr-xr-x    5 root     is           1024 Nov 29 12:13 Ticket
drwxr-xr-x    3 root     is           1024 Nov 29 12:13 User
-rwxr-xr-x    1 root     is           1918 Nov  6 16:06 autohandler
-rwxr-xr-x    1 root     is            684 Nov  6 16:06 index.html
-rw-rw-r--    1 andrejko andrejko       84 Dec  4 08:32 test.html
[root at twtlnx HTML-Mason-1.04]# 


The Apache configuration looks like:

	PerlSetVar MasonCompRoot /wwwi
	PerlSetVar MasonDataDir /opt/rt2/WebRT/sessiondata
	PerlModule Apache::DBI
	PerlModule Apache::Registry
	PerlModule HTML::Mason::ApacheHandler
	PerlFreshRestart On
	PerlRequire /opt/rt2/bin/webmux.pl
	
	<Location /is/app/rt>
	SetHandler perl-script
	PerlHandler HTML::Mason::ApacheHandler
	Options +ExecCGI +Indexes
	</Location>	



Thanks,
Erik





From krikke at macatawa.org  Tue Dec  4 11:34:48 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Tue, 4 Dec 2001 11:34:48 -0500
Subject: [rt-users] Index.html not found
In-Reply-To: <914E67EC8CE4D211881900A0C93C58606015B7@mail.transwesttel.com>
References: <914E67EC8CE4D211881900A0C93C58606015B7@mail.transwesttel.com>
Message-ID: <E16BIXW-0001PP-00@pimp>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

IIRC, Mason doesn't like symbolic links...

On Tuesday 04 December 2001 11:21 am, Erik Andrejko wrote:
> I am experiencing the following trouble with RT2.0.9 and HTML::Mason
> 1.0.4.
>
> When I attempt to open the WebRT page I receive the error:
>
> Not Found
> The requested URL /is/app/rt/index.html was not found on this server.
>
> Apache/1.3.22 Server at wwwi.transwesttel.com Port 80
>
> In the error log is the following:
>
> [Tue Dec  4 11:13:26 2001] [warn] [Mason] Cannot resolve file to
> component: /www/wwwi.transwesttel.com/html/is/app/rt/index.html (is file
> outside component root?)
>
> Now I have the following symbolic links:
>
> /wwwi -> /www/wwwi.transwesttel.com/html
> /wwwi/is/app/rt -> /opt/rt2/WebRT/html/
>
> and
>
> [root at twtlnx HTML-Mason-1.04]# ls -la /wwwi/is/app/rt
> lrwxrwxrwx    1 root     root           20 Nov 29 13:22 /wwwi/is/app/rt
> -> /opt/rt2/WebRT/html/
> [root at twtlnx HTML-Mason-1.04]# ls -la /wwwi/is/app/rt/
> total 14
> drwxrwxr-x   10 root     is           1024 Dec  4 08:32 .
> drwxr-xr-x    5 root     root         1024 Nov 29 12:41 ..
> drwxr-xr-x   10 root     is           1024 Nov 29 12:13 Admin
> drwxr-xr-x    2 root     is           1024 Nov 29 12:13 CVS
> drwxr-xr-x    3 root     is           1024 Nov 29 12:13 Elements
> drwxr-xr-x    4 root     is           1024 Nov 29 12:13 NoAuth
> drwxr-xr-x    3 root     is           1024 Nov 29 12:13 Search
> drwxr-xr-x    5 root     is           1024 Nov 29 12:13 SelfService
> drwxr-xr-x    5 root     is           1024 Nov 29 12:13 Ticket
> drwxr-xr-x    3 root     is           1024 Nov 29 12:13 User
> -rwxr-xr-x    1 root     is           1918 Nov  6 16:06 autohandler
> -rwxr-xr-x    1 root     is            684 Nov  6 16:06 index.html
> -rw-rw-r--    1 andrejko andrejko       84 Dec  4 08:32 test.html
> [root at twtlnx HTML-Mason-1.04]#
>
>
> The Apache configuration looks like:
>
> 	PerlSetVar MasonCompRoot /wwwi
> 	PerlSetVar MasonDataDir /opt/rt2/WebRT/sessiondata
> 	PerlModule Apache::DBI
> 	PerlModule Apache::Registry
> 	PerlModule HTML::Mason::ApacheHandler
> 	PerlFreshRestart On
> 	PerlRequire /opt/rt2/bin/webmux.pl
>
> 	<Location /is/app/rt>
> 	SetHandler perl-script
> 	PerlHandler HTML::Mason::ApacheHandler
> 	Options +ExecCGI +Indexes
> 	</Location>
>
>
>
> Thanks,
> Erik
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

- -- 
- ---------------------------------------
Josh Krikke	krikke at macatwa.org
Systems Administrator
76 1/2 E. 8th St
Holland, MI 49423
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From matthew.zeier at thirdcoast.net  Tue Dec  4 14:18:08 2001
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Tue, 4 Dec 2001 11:18:08 -0800
Subject: [rt-users] change user email changes requested tickets
Message-ID: <031301c17cf8$684db020$0b16160a@Desktop>


I've had a couple users who have changed their email addresses.  Now when
they goto the Start page, they don't see any of their requested tickets.

What tables need updating in the database?


--
matthew zeier - "In mathematics you don't understand things.  You just
get used to them." - John von Newmann




From jesse at bestpractical.com  Tue Dec  4 14:42:35 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 4 Dec 2001 14:42:35 -0500
Subject: [rt-users] change user email changes requested tickets
In-Reply-To: <031301c17cf8$684db020$0b16160a@Desktop>; from matthew.zeier@thirdcoast.net on Tue, Dec 04, 2001 at 11:18:08AM -0800
References: <031301c17cf8$684db020$0b16160a@Desktop>
Message-ID: <20011204144235.Y2251@pallas.fsck.com>

You should just need to update the user's email address in the 'users' section
of the web admin tool.


On Tue, Dec 04, 2001 at 11:18:08AM -0800, matthew zeier wrote:
> 
> 
> I've had a couple users who have changed their email addresses.  Now when
> they goto the Start page, they don't see any of their requested tickets.
> 
> What tables need updating in the database?
> 
> 
> --
> matthew zeier - "In mathematics you don't understand things.  You just
> get used to them." - John von Newmann
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From matthew.zeier at thirdcoast.net  Tue Dec  4 15:15:54 2001
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Tue, 4 Dec 2001 12:15:54 -0800
Subject: [rt-users] change user email changes requested tickets
References: <031301c17cf8$684db020$0b16160a@Desktop> <20011204144235.Y2251@pallas.fsck.com>
Message-ID: <03e201c17d00$7a8b8340$0b16160a@Desktop>


> You should just need to update the user's email address in the 'users'
section
> of the web admin tool.

I did and that's when all the other tickets disappeared.  If I change it
back to what it used to be, I can see my requested tickets.  Any thoughts?


>
>
> On Tue, Dec 04, 2001 at 11:18:08AM -0800, matthew zeier wrote:
> >
> >
> > I've had a couple users who have changed their email addresses.  Now
when
> > they goto the Start page, they don't see any of their requested tickets.
> >
> > What tables need updating in the database?
> >
> >
> > --
> > matthew zeier - "In mathematics you don't understand things.  You just
> > get used to them." - John von Newmann
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
>




From jesse at bestpractical.com  Tue Dec  4 15:18:32 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 4 Dec 2001 15:18:32 -0500
Subject: [rt-users] Adding new indexes in 2.0.9 to pre-existing 2.0.9 database
In-Reply-To: <AC74BE89A225D511817100B0D03D561C04FB0771@NYEXCHG01>; from EMandel@worldnow.com on Mon, Dec 03, 2001 at 08:45:32AM -0500
References: <AC74BE89A225D511817100B0D03D561C04FB0771@NYEXCHG01>
Message-ID: <20011204151832.C2251@pallas.fsck.com>

So, the best I can offer is for you is a suggestion that you diff
the schemas from 2.0.7 and 2.0.9.  The new "ADD INDEX" lines
can be inserted from the mysql command shell  (mysql rt)

	-j


On Mon, Dec 03, 2001 at 08:45:32AM -0500, Eric Mandel wrote:
> Hi,
> 
> I just upgraded from 2.0.7 to 20.9 and everything seems great. Thanks for
> the new enhancements Jesse. There's one thing that I would like to implement
> that I think didn't happen during the upgrade. I remember reading about some
> new indexes for a MySQL database. During make upgrade, I don't think they
> were added. Is there a .sql command file that just includes the statements
> to add the indexes. Is that all that's need to add them?
> 
> Thanks.
> 
> Eric Mandel
> WorldNow
>  
> Enabling media companies to build powerful new businesses on the Internet.
>  
> 	This message may contain confidential and/or privileged information.
> If you are not the addressee or authorized to receive this for the
> addressee, you must not use, copy, disclose or take any action based on this
> message or any information herein. If you have received this message in
> error, please advise the sender immediately by reply e-mail and delete this
> message. Thank you for your cooperation.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From EAndrejko at transwesttel.com  Tue Dec  4 12:07:04 2001
From: EAndrejko at transwesttel.com (Erik Andrejko)
Date: Tue, 4 Dec 2001 10:07:04 -0700 
Subject: [rt-users] Index.html not found
Message-ID: <914E67EC8CE4D211881900A0C93C58606015B8@mail.transwesttel.com>

The login screen now works.  However when I attempt to log in I get an
error:

Mason error

error in file:   /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm

  line 789:  Can't call method "SimpleQuery" on an undefined value 
 
context:   ...   
785:  my $self = shift; 
786:  my $QueryString = shift; 
787:  my @bind_values = (@_); 
788:   
789:  my $sth = $self->_Handle->SimpleQuery($QueryString, @bind_values); 
790:   
791:  #TODO this only gets the first row. we should check if there are more.

792:   
793:  eval { 
...   
 
component stack:   /autohandler
 
code stack:
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm:720
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm:71
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm:740
/opt/rt2/lib/RT/CurrentUser.pm:179
/opt/rt2/WebRT/sessiondata/obj/autohandler:43
error while executing /autohandler:
Can't call method "SimpleQuery" on an undefined value at
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm line 789.
HTML::Mason::Interp::__ANON__('Can\'t call method "SimpleQuery" on an
undefined value at /usr/l...') called at
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm line 789
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x8641100)',
'SELECT  * FROM Users WHERE id = ?', '') called at
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm line 720
DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x8641100)',
'id', '') called at
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line 71
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x86
41100)', 'id', '') called at
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm line 740
DBIx::SearchBuilder::Record::LoadById('RT::CurrentUser=HASH(0x8641100)', '')
called at /opt/rt2/lib/RT/CurrentUser.pm line 179
RT::CurrentUser::Load('RT::CurrentUser=HASH(0x8641100)', '') called at
/opt/rt2/WebRT/sessiondata/obj/autohandler line 43
HTML::Mason::Commands::__ANON__('pass', '', 'user', '') called at
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Component.pm line 131
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8640f2
0)', 'pass', '', 'user', '') called at
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653
require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm
line 653
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x863ec
34)', 'HASH(0x863eebc)',
'HTML::Mason::Component::FileBased=HASH(0x8640f20)', 'pass', '', 'user', '')
called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 159
require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm
line 159
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x863ec
34)', '/index.html', 'pass', '', 'user', '') called at
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 914
HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=HAS
H(0x863e514)', 'Apache=SCALAR(0x863e97c)',
'HTML::Mason::Request::ApacheHandler=HASH(0x863ec34)', undef) called at
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560
require 0 called at
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0x863e514)', 'Apache=SCALAR(0x863e97c)') called at
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 1019
HTML::Mason::ApacheHandler::handler('/is/app/rt/index.html',
'Apache=SCALAR(0x863e97c)', 'Apache=SCALAR(0x863e97c)') called at /dev/null
line 0
require 0 called at /dev/null line 0

 

> -----Original Message-----
> From:	Josh Krikke [SMTP:krikke at macatawa.org]
> Sent:	Tuesday, December 04, 2001 9:35 AM
> To:	Erik Andrejko; 'rt-users at lists.fsck.com'
> Subject:	Re: [rt-users] Index.html not found
> 
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> IIRC, Mason doesn't like symbolic links...
> 
> On Tuesday 04 December 2001 11:21 am, Erik Andrejko wrote:
> > I am experiencing the following trouble with RT2.0.9 and HTML::Mason
> > 1.0.4.
> >
> > When I attempt to open the WebRT page I receive the error:
> >
> > Not Found
> > The requested URL /is/app/rt/index.html was not found on this server.
> >
> > Apache/1.3.22 Server at wwwi.transwesttel.com Port 80
> >
> > In the error log is the following:
> >
> > [Tue Dec  4 11:13:26 2001] [warn] [Mason] Cannot resolve file to
> > component: /www/wwwi.transwesttel.com/html/is/app/rt/index.html (is file
> > outside component root?)
> >
> > Now I have the following symbolic links:
> >
> > /wwwi -> /www/wwwi.transwesttel.com/html
> > /wwwi/is/app/rt -> /opt/rt2/WebRT/html/
> >
> > and
> >
> > [root at twtlnx HTML-Mason-1.04]# ls -la /wwwi/is/app/rt
> > lrwxrwxrwx    1 root     root           20 Nov 29 13:22 /wwwi/is/app/rt
> > -> /opt/rt2/WebRT/html/
> > [root at twtlnx HTML-Mason-1.04]# ls -la /wwwi/is/app/rt/
> > total 14
> > drwxrwxr-x   10 root     is           1024 Dec  4 08:32 .
> > drwxr-xr-x    5 root     root         1024 Nov 29 12:41 ..
> > drwxr-xr-x   10 root     is           1024 Nov 29 12:13 Admin
> > drwxr-xr-x    2 root     is           1024 Nov 29 12:13 CVS
> > drwxr-xr-x    3 root     is           1024 Nov 29 12:13 Elements
> > drwxr-xr-x    4 root     is           1024 Nov 29 12:13 NoAuth
> > drwxr-xr-x    3 root     is           1024 Nov 29 12:13 Search
> > drwxr-xr-x    5 root     is           1024 Nov 29 12:13 SelfService
> > drwxr-xr-x    5 root     is           1024 Nov 29 12:13 Ticket
> > drwxr-xr-x    3 root     is           1024 Nov 29 12:13 User
> > -rwxr-xr-x    1 root     is           1918 Nov  6 16:06 autohandler
> > -rwxr-xr-x    1 root     is            684 Nov  6 16:06 index.html
> > -rw-rw-r--    1 andrejko andrejko       84 Dec  4 08:32 test.html
> > [root at twtlnx HTML-Mason-1.04]#
> >
> >
> > The Apache configuration looks like:
> >
> > 	PerlSetVar MasonCompRoot /wwwi
> > 	PerlSetVar MasonDataDir /opt/rt2/WebRT/sessiondata
> > 	PerlModule Apache::DBI
> > 	PerlModule Apache::Registry
> > 	PerlModule HTML::Mason::ApacheHandler
> > 	PerlFreshRestart On
> > 	PerlRequire /opt/rt2/bin/webmux.pl
> >
> > 	<Location /is/app/rt>
> > 	SetHandler perl-script
> > 	PerlHandler HTML::Mason::ApacheHandler
> > 	Options +ExecCGI +Indexes
> > 	</Location>
> >
> >
> >
> > Thanks,
> > Erik
> >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> 
> - -- 
> - ---------------------------------------
> Josh Krikke	krikke at macatwa.org
> Systems Administrator
> 76 1/2 E. 8th St
> Holland, MI 49423
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.0.6 (GNU/Linux)
> Comment: For info see http://www.gnupg.org
> 
> iD8DBQE8DPs2j0GVSWTdldsRAh39AJ9uqskT0d1dkMtA8hDKtF4o0W8kQwCeJKHs
> Q6RczJ7UEb92+ToXxGZsW2s=
> =JVKk
> -----END PGP SIGNATURE-----
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From jesse at bestpractical.com  Tue Dec  4 15:21:47 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 4 Dec 2001 15:21:47 -0500
Subject: Fwd: [rt-users] New Install question
In-Reply-To: <20011203080308.A330@moreton.com.au>; from pdh@snapgear.com on Mon, Dec 03, 2001 at 08:03:08AM +1000
References: <5.1.0.14.2.20011201193857.033a7f80@csibriarcliff.org> <20011203080308.A330@moreton.com.au>
Message-ID: <20011204152147.D2251@pallas.fsck.com>



On Mon, Dec 03, 2001 at 08:03:08AM +1000, Phil Homewood wrote:
> > Now creating a database for RT.
> > Enter the mysql password for root:
> > Creating mysql database rt.
> > DBI->connect(dbname=;host=localhost) failed: Can't connect to local MySQL 
> > server through socket '/var/lib/mysql/mysql.sock' (111) at 
> > /usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 74
> 
> "dbname=". Maybe some kind of parsing bug in DBIx::DataSource::mysql....

I believe that's actually correct. that's before there's a db named 'rt' to connect to.  Mike's problem was, I believe either a permissions issue with /var/lib/mysql/mysql.sock being unreadable or mysql not running.


> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Tue Dec  4 15:23:03 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 4 Dec 2001 15:23:03 -0500
Subject: [rt-users] Two questions:  comments-to-ccfolk, statistics cgi... where to run
In-Reply-To: <20011202003553.A24702@intrinsic.com>; from bam@intrinsic.com on Sun, Dec 02, 2001 at 12:35:53AM -0800
References: <20011202003553.A24702@intrinsic.com>
Message-ID: <20011204152303.E2251@pallas.fsck.com>



On Sun, Dec 02, 2001 at 12:35:53AM -0800, Brian McClendon wrote:
> I'm running 2.0.7 on RH 7.1.
> 
> I think I've read all the docs for 1.0/2.0, but I'm sure I
> missed something.  I currently have global scrips:
>   OnCreate AutoreplyToRequestors with template Autoreply  
>   OnCorrespond NotifyAllWatchers with template Correspondence  
>   OnResolve NotifyRequestors with template Resolved  
>   OnComment NotifyAdminCcsAsComment with template AdminComment  
>   OnCreate NotifyAllWatchers with template Correspondence  
> 
> Yet a comment does not get sent to CCers, only watchers of the queue.
> I tried "OnComment, NotifyAllWatchers", but this sends mail to the
> Requestor also, and that is not what I intended.

Ccs are treated as ~equivalent to requestors. if you want someone to get
comments, you probably want them to be an admincc.

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Tue Dec  4 15:38:31 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 4 Dec 2001 15:38:31 -0500
Subject: [rt-users] change user email changes requested tickets
In-Reply-To: <03e201c17d00$7a8b8340$0b16160a@Desktop>; from matthew.zeier@thirdcoast.net on Tue, Dec 04, 2001 at 12:15:54PM -0800
References: <031301c17cf8$684db020$0b16160a@Desktop> <20011204144235.Y2251@pallas.fsck.com> <03e201c17d00$7a8b8340$0b16160a@Desktop>
Message-ID: <20011204153831.H2251@pallas.fsck.com>

It's possible that those tickets were created with the user as an "email address" watcher, rather than as an actual RT user. 

You might be able to make this happy by doing a search for all the tickets
that have the user's address as a requestor and adding and deleting 
requestors as appropriate.  As of 2.0.9, RT makes sure that a requestor
is _always_ a user and never just an email address.


	-j



On Tue, Dec 04, 2001 at 12:15:54PM -0800, matthew zeier wrote:
> 
> 
> > You should just need to update the user's email address in the 'users'
> section
> > of the web admin tool.
> 
> I did and that's when all the other tickets disappeared.  If I change it
> back to what it used to be, I can see my requested tickets.  Any thoughts?
> 
> 
> >
> >
> > On Tue, Dec 04, 2001 at 11:18:08AM -0800, matthew zeier wrote:
> > >
> > >
> > > I've had a couple users who have changed their email addresses.  Now
> when
> > > they goto the Start page, they don't see any of their requested tickets.
> > >
> > > What tables need updating in the database?
> > >
> > >
> > > --
> > > matthew zeier - "In mathematics you don't understand things.  You just
> > > get used to them." - John von Newmann
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> >
> > --
> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> >
> 
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From krikke at macatawa.org  Tue Dec  4 15:49:41 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Tue, 4 Dec 2001 15:49:41 -0500
Subject: [rt-users] Index.html not found
In-Reply-To: <914E67EC8CE4D211881900A0C93C58606015B8@mail.transwesttel.com>
References: <914E67EC8CE4D211881900A0C93C58606015B8@mail.transwesttel.com>
Message-ID: <E16BMVm-0002A9-00@rahl.awwnuts.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

What version of SearchBuilder are you using?

Make sure it is the most current version...

On Tuesday 04 December 2001 12:07 pm, Erik Andrejko wrote:
> The login screen now works.  However when I attempt to log in I get an
> error:
>
> Mason error
>
> error in file:  
> /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm
>
>   line 789:  Can't call method "SimpleQuery" on an undefined value
>
> context:   ...
> 785:  my $self = shift;
> 786:  my $QueryString = shift;
> 787:  my @bind_values = (@_);
> 788:
> 789:  my $sth = $self->_Handle->SimpleQuery($QueryString, @bind_values);
> 790:
> 791:  #TODO this only gets the first row. we should check if there are
> more.
>
> 792:
> 793:  eval {
> ...
>
> component stack:   /autohandler
>
> code stack:
> /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm:720
> /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm:71
> /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm:740
> /opt/rt2/lib/RT/CurrentUser.pm:179
> /opt/rt2/WebRT/sessiondata/obj/autohandler:43
> error while executing /autohandler:
> Can't call method "SimpleQuery" on an undefined value at
> /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm line 789.
> HTML::Mason::Interp::__ANON__('Can\'t call method "SimpleQuery" on an
> undefined value at /usr/l...') called at
> /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm line 789
> DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x8641100)'
>, 'SELECT  * FROM Users WHERE id = ?', '') called at
> /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm line 720
> DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x8641100)',
> 'id', '') called at
> /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line
> 71
> DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x8
>6 41100)', 'id', '') called at
> /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm line 740
> DBIx::SearchBuilder::Record::LoadById('RT::CurrentUser=HASH(0x8641100)',
> '') called at /opt/rt2/lib/RT/CurrentUser.pm line 179
> RT::CurrentUser::Load('RT::CurrentUser=HASH(0x8641100)', '') called at
> /opt/rt2/WebRT/sessiondata/obj/autohandler line 43
> HTML::Mason::Commands::__ANON__('pass', '', 'user', '') called at
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Component.pm line 131
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8640f
>2 0)', 'pass', '', 'user', '') called at
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653
> require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm
> line 653
> HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x863e
>c 34)', 'HASH(0x863eebc)',
> 'HTML::Mason::Component::FileBased=HASH(0x8640f20)', 'pass', '', 'user',
> '') called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 159
> require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm
> line 159
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x863e
>c 34)', '/index.html', 'pass', '', 'user', '') called at
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 914
> HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=HA
>S H(0x863e514)', 'Apache=SCALAR(0x863e97c)',
> 'HTML::Mason::Request::ApacheHandler=HASH(0x863ec34)', undef) called at
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560
> require 0 called at
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH
>( 0x863e514)', 'Apache=SCALAR(0x863e97c)') called at
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 1019
> HTML::Mason::ApacheHandler::handler('/is/app/rt/index.html',
> 'Apache=SCALAR(0x863e97c)', 'Apache=SCALAR(0x863e97c)') called at /dev/null
> line 0
> require 0 called at /dev/null line 0
>

- -- 
Josh Krikke	krikke at macatwa.org
MacNet Sysadmin	Holland, MI
GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
Get my public key at http://www.macatawa.org/~krikke/my_public_key
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

iD8DBQE8DTblj0GVSWTdldsRAi6kAJ0dk1Xbmi6hBMYSs3I/zXPox+QDvgCfXiKB
z9Y0veHSkJX+44BCtgZYJu0=
=zB46
-----END PGP SIGNATURE-----



From gilbert at 8020softwaretools.com  Tue Dec  4 15:45:02 2001
From: gilbert at 8020softwaretools.com (Steve Gilbert)
Date: Tue, 4 Dec 2001 12:45:02 -0800 (PST)
Subject: [rt-users] RT 2.0.9...modifying statuses
Message-ID: <Pine.LNX.4.21.0112041224450.16365-100000@rc.explosive.net>

Jesse,
	I was wondering if you (or anyone else in the know) could
comment a little further on this topic.  Is the unsupported issue
only adding new statuses to the array, or could it also potentially
break things to just change the names of the existing statuses?  Has
anyone out there given this a shot?  The only 2.0.9 installation I
have at hand right now is in quasi-kinda-sorta-production mode, and
it would be bad to break it (still trying to "sell" it to the powers
that be...oh so close).
	If I could simply change the names of the existing statuses,
that would be a nice win.  If I could add one extra status, that would
be a huge win.  Thanks so much for any insight.

>Yeah. but I still don't recommend it ;)
>
>
>On Thu, Nov 22, 2001 at 06:35:21PM -0800, matthew zeier wrote:
>> 
>> 
>> > There's an array defined in lib/RT/Queue.pm.  But it's really really
>> > unsupported.  It's the first part of some work I was doing for a
>client
>> who
>> > ended up not paying :/
>> 
>> Just add to
>> 
>> @STATUS = qw(new open stalled resolved dead);
>> 
>> ?
>> 
>> - mz

-- 
Steve Gilbert             gilbert at 8020softwaretools.com
80/20 Software Tools      www.8020softwaretools.com





From mdisney at ecdev.fedex.com  Tue Dec  4 15:54:33 2001
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Tue, 04 Dec 2001 14:54:33 -0600
Subject: [rt-users] SetHandler vs. AddHandler
Message-ID: <200112042054.fB4KsYg14986@nfsb.ecdev.fedex.com>

In the installation instructions for RT2, I believe the example setup
uses "SetHandler perl-script" in the <Location> section. Is there
any particular advantage to using SetHandler over 
"AddHandler perl-script .html"?  I ask because I've found that if
I want to use php in the RT virtual host, the AddHandler is 
preferable to the SetHandler.

Thanks,
Matt



From Kendric.Beachey at garmin.com  Tue Dec  4 16:25:44 2001
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 4 Dec 2001 15:25:44 -0600 
Subject: [rt-users] e-mail addresses case sensitive--any way to defeat this?
Message-ID: <200112042125.PAA26682@dresden.garmin.com>

I have some users set up in RT with their e-mail addresses set per our
corporate standard, which is firstname.lastname at garmin.com.  I've noticed
that if a user sends something to RT from a mail client that reports their
address as Firstname.Lastname at garmin.com, RT will not recognize them and
will create a new user account for them.

Is there a way to tell RT to treat addresses on incoming e-mail as being
case insensitive?

I'm running 2.0.7 on Mandrake 8.1, having compiled perl and apache from
scratch instead of using the pre-packaged versions.

--
Kendric Beachey
 
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From pdh at snapgear.com  Tue Dec  4 16:43:38 2001
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 5 Dec 2001 07:43:38 +1000
Subject: [rt-users] e-mail addresses case sensitive--any way to defeat this?
In-Reply-To: <200112042125.PAA26682@dresden.garmin.com>
References: <200112042125.PAA26682@dresden.garmin.com>
Message-ID: <20011205074338.T1668@moreton.com.au>

Beachey, Kendric wrote:
> Is there a way to tell RT to treat addresses on incoming e-mail as being
> case insensitive?

Edit config.pm, look for sub CanonicalizeAddress.

Change the line "return ($email)" to "return lc($email)".




From jesse at bestpractical.com  Tue Dec  4 17:04:02 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 4 Dec 2001 17:04:02 -0500
Subject: [rt-users] e-mail addresses case sensitive--any way to defeat this?
In-Reply-To: <200112042125.PAA26682@dresden.garmin.com>; from Kendric.Beachey@garmin.com on Tue, Dec 04, 2001 at 03:25:44PM -0600
References: <200112042125.PAA26682@dresden.garmin.com>
Message-ID: <20011204170402.J2251@pallas.fsck.com>

You're running RT on postgres.  I've actually been working on just
this issue over the past several days.  Haul down the latest 
DBIx-Searchbuilder and RT prereleases from http://www.fsck.com/pub/rt/devel 
and tell me if this magically fixes the problem.   Additionally, it should
improve performance just a bit... ;)

	-j


On Tue, Dec 04, 2001 at 03:25:44PM -0600, Beachey, Kendric wrote:
> I have some users set up in RT with their e-mail addresses set per our
> corporate standard, which is firstname.lastname at garmin.com.  I've noticed
> that if a user sends something to RT from a mail client that reports their
> address as Firstname.Lastname at garmin.com, RT will not recognize them and
> will create a new user account for them.
> 
> Is there a way to tell RT to treat addresses on incoming e-mail as being
> case insensitive?
> 
> I'm running 2.0.7 on Mandrake 8.1, having compiled perl and apache from
> scratch instead of using the pre-packaged versions.
> 
> --
> Kendric Beachey
>  

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From gilbert at 8020softwaretools.com  Tue Dec  4 18:06:54 2001
From: gilbert at 8020softwaretools.com (Steve Gilbert)
Date: Tue, 4 Dec 2001 15:06:54 -0800 (PST)
Subject: [rt-users] Changing hostname/IP and broken HTML
Message-ID: <Pine.LNX.4.21.0112041451330.16491-200000@rc.explosive.net>

Hi folks,

I'm having two problems which may or may not be related...

The basics:
RT 2.0.9
Solaris 8
Perl 5.6.1
Apache 1.3.22
MySQL 3.23.44

First, through no decision of my own, I just had to change the
hostname and IP address of this machine.  After doing this, I
went through my whole RT install and searched for any mention of
the old hostname and changed it anywhere it turned up.  Ditto for
Apache and MySQL (although I know very little about MySQL).  Things
seem to be working fine, but I wanted to ask here and see if there
is any issue with this that I might have overlooked.  Anyone done
this before?

Now the real problem...I *think* this might have just started when
I made the hostname change, but I really can't confirm that for sure.
Anyway, when I bring up my login screen, the HTML that is returned
is not complete...there is no </body> or </html> tags at the end,
which causes some browsers to hang.  You can hit Stop and the the
page is fine, but I need to figure out what's going on.  This only
happens on the login screen...all other pages load fine.  I will
attach a copy of the index.html that it gives me.

Thanks for any help with this!!!

-- 
Steve Gilbert             gilbert at 8020softwaretools.com
80/20 Software Tools      www.8020softwaretools.com

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From jesse at bestpractical.com  Tue Dec  4 18:46:33 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 4 Dec 2001 18:46:33 -0500
Subject: [rt-users] RT 2.0.9...modifying statuses
In-Reply-To: <Pine.LNX.4.21.0112041224450.16365-100000@rc.explosive.net>; from gilbert@8020softwaretools.com on Tue, Dec 04, 2001 at 12:45:02PM -0800
References: <Pine.LNX.4.21.0112041224450.16365-100000@rc.explosive.net>
Message-ID: <20011204184633.P2251@pallas.fsck.com>



On Tue, Dec 04, 2001 at 12:45:02PM -0800, Steve Gilbert wrote:
> Jesse,
> 	I was wondering if you (or anyone else in the know) could
> comment a little further on this topic.  Is the unsupported issue
> only adding new statuses to the array, or could it also potentially
> break things to just change the names of the existing statuses?  Has
> anyone out there given this a shot?  The only 2.0.9 installation I
> have at hand right now is in quasi-kinda-sorta-production mode, and
> it would be bad to break it (still trying to "sell" it to the powers
> that be...oh so close).
> 	If I could simply change the names of the existing statuses,
> that would be a nice win.  If I could add one extra status, that would
> be a huge win.  Thanks so much for any insight.


So, basically, adding statuses shouldn't really break anything. But there's
logic that does things based on ticket status.  Changing the names of existing
statuses could cause logic not to fire or to misfire.


> >On Thu, Nov 22, 2001 at 06:35:21PM -0800, matthew zeier wrote:
> >> 
> >> 
> >> > There's an array defined in lib/RT/Queue.pm.  But it's really really
> >> > unsupported.  It's the first part of some work I was doing for a
> >client
> >> who
> >> > ended up not paying :/
> >> 
> >> Just add to
> >> 
> >> @STATUS = qw(new open stalled resolved dead);
> >> 
> >> ?
> >> 
> >> - mz
> 
> -- 
> Steve Gilbert             gilbert at 8020softwaretools.com
> 80/20 Software Tools      www.8020softwaretools.com
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From gilbert at 8020softwaretools.com  Tue Dec  4 19:19:43 2001
From: gilbert at 8020softwaretools.com (Steve Gilbert)
Date: Tue, 4 Dec 2001 16:19:43 -0800 (PST)
Subject: [rt-users] Delete queues and groups?
Message-ID: <Pine.LNX.4.21.0112041617470.16564-100000@rc.explosive.net>

I'm just full of questions today.  I've seen this question
posted before, but never seen an answer to it.  How does one
go about deleting (not disabling) queues and groups?  Am I
just overlooking something obvious?  This is RT 2.0.9.
Thanks.

-- 
Steve Gilbert             gilbert at 8020softwaretools.com
80/20 Software Tools      www.8020softwaretools.com





From pierre at global-village.net  Tue Dec  4 19:20:23 2001
From: pierre at global-village.net (Pierre Carette)
Date: Tue, 4 Dec 2001 16:20:23 -0800
Subject: [rt-users] DBI.pm and "required_version"
References: <Pine.LNX.4.21.0112041617470.16564-100000@rc.explosive.net>
Message-ID: <023d01c17d22$a22f6660$370a0a0a@globalvillage.net>

I got the following message when I try to run apache:

/usr/local/apache/bin/apachectl start
Syntax error on line 992 of /usr/local/apache/conf/httpd.conf:
Can't locate object method "require_version" via package "DBI" (perhaps you
forgot to load "DBI"?) at DBI.pm line 9.
Compilation failed in require at Apache/DBI.pm line 4.
BEGIN failed--compilation aborted at Apache/DBI.pm line 4.
Compilation failed in require at (eval 4) line 3.

The verions of ApacheDBI I have installed is 0.88. Do I need another
version?

Thanks,

Pierre




From jesse at bestpractical.com  Tue Dec  4 22:04:22 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 4 Dec 2001 22:04:22 -0500
Subject: [rt-users] Delete queues and groups?
In-Reply-To: <Pine.LNX.4.21.0112041617470.16564-100000@rc.explosive.net>; from gilbert@8020softwaretools.com on Tue, Dec 04, 2001 at 04:19:43PM -0800
References: <Pine.LNX.4.21.0112041617470.16564-100000@rc.explosive.net>
Message-ID: <20011204220422.S2251@pallas.fsck.com>



On Tue, Dec 04, 2001 at 04:19:43PM -0800, Steve Gilbert wrote:
> I'm just full of questions today.  I've seen this question
> posted before, but never seen an answer to it.  How does one
> go about deleting (not disabling) queues and groups?  Am I
> just overlooking something obvious?  This is RT 2.0.9.

For groups, it's an oversight in the UI. For qeues, it's something that RT
is designed not to let you do.  By deleting a queue, you could easily break 
referential integrity.  If you absolutely need to get rid of  queue, you can
move all tickets (including resolved tickets out of the queue. Then,
manually delete entries from the following tables:

	ACLs
	Scrips
	KeywordSelects
	Watchers
	Queue


> Thanks.
> 
> -- 
> Steve Gilbert             gilbert at 8020softwaretools.com
> 80/20 Software Tools      www.8020softwaretools.com
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From dewet at itouchlabs.com  Wed Dec  5 03:08:59 2001
From: dewet at itouchlabs.com (Dewet Diener)
Date: 05 Dec 2001 10:08:59 +0200
Subject: [rt-users] RT 2.0.9...modifying statuses
In-Reply-To: <20011204184633.P2251@pallas.fsck.com>
References: <Pine.LNX.4.21.0112041224450.16365-100000@rc.explosive.net> 
	<20011204184633.P2251@pallas.fsck.com>
Message-ID: <1007539739.30577.2.camel@insomnia.prv.dev.itouchnet.net>

On Wed, 2001-12-05 at 01:46, Jesse Vincent wrote:
> So, basically, adding statuses shouldn't really break anything. But there's
> logic that does things based on ticket status.  Changing the names of existing
> statuses could cause logic not to fire or to misfire.

We've changed our own statuses since about 2.0.7something, and its been
working admirably.  As you say, certain decisions screw up a bit (ie, we
have a status called 'requestor', meaning we're waiting for input from
the requestor.  If you reply to a ticket in that state, RT_System will
change the status to open, regardless), but I just haven't applied the
necessary time to take a look and fix it.

Dewet

-- 
Dewet Diener     dewet at itouchlabs.com     -o)
Systems Administrator     iTouch Labs     / \
Self-confessed geek and Linux fanatic    _\_v

SYN! ..... SYN! ACK! ..... ACK!
The mating call of the internet





From thorsten.sturm at gentleware.de  Wed Dec  5 05:21:14 2001
From: thorsten.sturm at gentleware.de (Thorsten Sturm)
Date: Wed, 05 Dec 2001 11:21:14 +0100
Subject: [rt-users] Problems finding index.html
Message-ID: <3C0DF51A.54041E1A@gentleware.de>

Hi,

I installed and configured RT 2.0.8 and it looks like it works almost
correct. I can login as root and create a new ticket. The ticket is
shown in the list. So I would assume, that the general functionality is
doing alright and even the connection to the DB is working.

But there are still 2 issues left, that are really annoying and I don't
know how to get rid of them.

1. Everytime an action leads to loading a directory name (which of
course means to load the index.html located in the specified directory),
all I get is the directory structure itself. A click on the index.html
contained in it, brings me to the designated page. How do I configure
Apache (?) to load the index.html immediately. This is how it is
configured now (just the RT related part);

    <IfModule mod_dir.c>
        DirectoryIndex index.cgi index.pl index.html
    </IfModule>
    Alias /icons/ /var/www/icons/
    Alias /rt2/ /opt/rt2/WebRT/html/
    PerlModule Apache::DBI
    PerlFreshRestart On
    PerlRequire /opt/rt2/bin/webmux.pl
    <Location /rt2>
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>

I also tried to use the DirectoryIndex command without being wrapped in
that if statement (I remember from somewhere that this should be the
command telling apache to load one of the specified files). But all this
has no effect. Be assured that I always stop and start my apache. Any
ideas?

2. I tried to add a new user. This seems to work fine. But using the
search option, I always get an error message telling me, that there is
no directory rt2/Admin/User/ ([error] [client 127.0.0.1] File does not
exist: /opt/rt2/WebRT/html/Admin/Users//). But when I try click on
"Users" in the configuration section, I get the directory structure of
it (see above). What's going wrong here?

Maybe my configuration is part of the problem. I installed RT 2.0.8 on a
Mandrake 7.2 machine. MySQL is working fine on it.

Any help would be appreciated.

Thanks

Thorsten


From psneto at telepar.com.br  Wed Dec  5 08:57:54 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Wed, 5 Dec 2001 11:57:54 -0200 
Subject: [rt-users] Automatic reply From: field
Message-ID: <3D98391A7EA2D31192E5000629385A9606CCAAE1@correio.telepar.com.br>

Basic question: is possible to change the e-mail and include a name like
"Abuse Dept." in the From: field when autoreplying ? Is this an RT or
Sendmail attribute ?

TIA,

Presciliano




From cec2000 at mail.ru  Wed Dec  5 10:35:23 2001
From: cec2000 at mail.ru (Sergey Gurov)
Date: Wed, 5 Dec 2001 18:35:23 +0300
Subject: [rt-users] RT and CVS
Message-ID: <021201c17da2$74f9dab0$1600a8c0@mainoffice.cfc>

What kind of keyword should I use to update 'worked time' of ticket through
CVS in log?
'RT-Worked: xxxx' doesn't worked ;-)
ERROR: couldn't find a keyword selection matching 'Worked'


Sergey.
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From rjf170 at psu.edu  Wed Dec  5 06:21:16 2001
From: rjf170 at psu.edu (Ryan Ferry)
Date: Wed, 5 Dec 2001 03:21:16 -0800
Subject: [rt-users] Running RT2 with a remote database
Message-ID: <000a01c17d7e$f4b46960$0200000a@blah.net>

Hi,

I was trying to set up RT2, but I do not have mysql installed on the web server.  And since the server i'm installing it to is not that great, i'd rather not install it.  Also for security reasons.  We have another server just for databases running mysql.  It's a beefy machine, and if it's possible i would like to use that machine to store the database for RT2.  Is this possible?  If so, does anybody know how to do it?

Thanks,

Ryan Ferry
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From mdisney at ecdev.fedex.com  Wed Dec  5 11:12:42 2001
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Wed, 05 Dec 2001 10:12:42 -0600
Subject: [rt-users] Running RT2 with a remote database 
In-Reply-To: <000a01c17d7e$f4b46960$0200000a@blah.net> 
References: <000a01c17d7e$f4b46960$0200000a@blah.net>
Message-ID: <200112051612.fB5GCgQ22147@nfsa.ecdev.fedex.com>

I'm running RT2 on a different server than my database.

You'll need the mysql client on the same server as RT. That doesn't
mean your RT/web server has to have the mysql server on it. You can put
the mysql server wherever you want, as long as you still have the mysql
client on the RT/web server.

I believe you can configure your mysql server for RT in the Makefile
before installation. By default, it is localhost.

You may want to spend some time becoming comfortable with mysql access
notions. RT's installation takes care of everything if your Makefile
and mysql user access settings are correct.  But if your mysql stuff is
not setup correctly, you could still run into problems. I guess the
most important thing there is that there is a mysql user (actually
a mysql user, not a system user called "mysql") that can create 
databases on your mysql server. RT's installation needs such a 
user to exist so that it can create its database.

Someone correct me if any of that is wrong.

Matt

"Ryan Ferry" writes:
>This is a multi-part message in MIME format.
>
>------=_NextPart_000_0007_01C17D3B.E63D3D00
>Content-Type: text/plain;
>	charset="iso-8859-1"
>Content-Transfer-Encoding: quoted-printable
>
>Hi,
>
>I was trying to set up RT2, but I do not have mysql installed on the web =
>server.  And since the server i'm installing it to is not that great, =
>i'd rather not install it.  Also for security reasons.  We have another =
>server just for databases running mysql.  It's a beefy machine, and if =
>it's possible i would like to use that machine to store the database for =
>RT2.  Is this possible?  If so, does anybody know how to do it?
>
>Thanks,
>
>Ryan Ferry
>
>------=_NextPart_000_0007_01C17D3B.E63D3D00
>Content-Type: text/html;
>	charset="iso-8859-1"
>Content-Transfer-Encoding: quoted-printable
>
><!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
><HTML><HEAD>
><META content=3D"text/html; charset=3Diso-8859-1" =
>http-equiv=3DContent-Type>
><META content=3D"MSHTML 5.00.2614.3500" name=3DGENERATOR>
><STYLE></STYLE>
></HEAD>
><BODY bgColor=3D#ffffff>
><DIV><FONT face=3DArial size=3D2>Hi,</FONT></DIV>
><DIV>&nbsp;</DIV>
><DIV><FONT face=3DArial size=3D2>I was trying to set up RT2, but I do =
>not have mysql=20
>installed on the web server.&nbsp; And since the server i'm installing =
>it to is=20
>not that great, i'd rather not install it.&nbsp; Also for security=20
>reasons.&nbsp; We have another server just for databases running =
>mysql.&nbsp;=20
>It's a beefy machine, and if it's possible i would like to use that =
>machine to=20
>store the database for RT2.&nbsp; Is this possible?&nbsp; If so, does =
>anybody=20
>know how to do it?</FONT></DIV>
><DIV>&nbsp;</DIV>
><DIV><FONT face=3DArial size=3D2>Thanks,</FONT></DIV>
><DIV>&nbsp;</DIV>
><DIV><FONT face=3DArial size=3D2>Ryan Ferry</FONT></DIV></BODY></HTML>
>
>------=_NextPart_000_0007_01C17D3B.E63D3D00--
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>



From jesse at bestpractical.com  Wed Dec  5 11:15:29 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 5 Dec 2001 11:15:29 -0500
Subject: [rt-users] Running RT2 with a remote database
In-Reply-To: <000a01c17d7e$f4b46960$0200000a@blah.net>; from rjf170@psu.edu on Wed, Dec 05, 2001 at 03:21:16AM -0800
References: <000a01c17d7e$f4b46960$0200000a@blah.net>
Message-ID: <20011205111529.U2251@pallas.fsck.com>

So. It should "just work."  Have you looked through the makefile yet?


On Wed, Dec 05, 2001 at 03:21:16AM -0800, Ryan Ferry wrote:
> Hi,
> 
> I was trying to set up RT2, but I do not have mysql installed on the web server.  And since the server i'm installing it to is not that great, i'd rather not install it.  Also for security reasons.  We have another server just for databases running mysql.  It's a beefy machine, and if it's possible i would like to use that machine to store the database for RT2.  Is this possible?  If so, does anybody know how to do it?
> 
> Thanks,
> 
> Ryan Ferry

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Wed Dec  5 11:16:28 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 5 Dec 2001 11:16:28 -0500
Subject: [rt-users] RT and CVS
In-Reply-To: <021201c17da2$74f9dab0$1600a8c0@mainoffice.cfc>; from cec2000@mail.ru on Wed, Dec 05, 2001 at 06:35:23PM +0300
References: <021201c17da2$74f9dab0$1600a8c0@mainoffice.cfc>
Message-ID: <20011205111628.V2251@pallas.fsck.com>

So there isn't yet support for TimeWorked in the cvs commit handler.
If you're up for adding it, I'll happily take a good patch.

	-j


On Wed, Dec 05, 2001 at 06:35:23PM +0300, Sergey Gurov wrote:
> What kind of keyword should I use to update 'worked time' of ticket through
> CVS in log?
> 'RT-Worked: xxxx' doesn't worked ;-)
> ERROR: couldn't find a keyword selection matching 'Worked'
> 
> 
> Sergey.

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From EAndrejko at transwesttel.com  Wed Dec  5 11:53:49 2001
From: EAndrejko at transwesttel.com (Erik Andrejko)
Date: Wed, 5 Dec 2001 09:53:49 -0700 
Subject: [rt-users] Index.html not found
Message-ID: <914E67EC8CE4D211881900A0C93C58606015BB@mail.transwesttel.com>

I have version 0.4.9.  I have un-installed and re-installed the latest
version.

Erik

> -----Original Message-----
> From:	Josh Krikke [SMTP:krikke at macatawa.org]
> Sent:	Tuesday, December 04, 2001 1:50 PM
> To:	Erik Andrejko
> Cc:	'rt-users at lists.fsck.com'
> Subject:	Re: [rt-users] Index.html not found
> 
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> What version of SearchBuilder are you using?
> 
> Make sure it is the most current version...
> 
> On Tuesday 04 December 2001 12:07 pm, Erik Andrejko wrote:
> > The login screen now works.  However when I attempt to log in I get an
> > error:
> >
> > Mason error
> >
> > error in file:  
> > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm
> >
> >   line 789:  Can't call method "SimpleQuery" on an undefined value
> >
> > context:   ...
> > 785:  my $self = shift;
> > 786:  my $QueryString = shift;
> > 787:  my @bind_values = (@_);
> > 788:
> > 789:  my $sth = $self->_Handle->SimpleQuery($QueryString, @bind_values);
> > 790:
> > 791:  #TODO this only gets the first row. we should check if there are
> > more.
> >
> > 792:
> > 793:  eval {
> > ...
> >
> > component stack:   /autohandler
> >
> > code stack:
> > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm:720
> > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm:71
> > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm:740
> > /opt/rt2/lib/RT/CurrentUser.pm:179
> > /opt/rt2/WebRT/sessiondata/obj/autohandler:43
> > error while executing /autohandler:
> > Can't call method "SimpleQuery" on an undefined value at
> > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm line 789.
> > HTML::Mason::Interp::__ANON__('Can\'t call method "SimpleQuery" on an
> > undefined value at /usr/l...') called at
> > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm line 789
> >
> DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x8641100)
> '
> >, 'SELECT  * FROM Users WHERE id = ?', '') called at
> > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm line 720
> >
> DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x8641100)',
> > 'id', '') called at
> > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm
> line
> > 71
> >
> DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x
> 8
> >6 41100)', 'id', '') called at
> > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm line 740
> > DBIx::SearchBuilder::Record::LoadById('RT::CurrentUser=HASH(0x8641100)',
> > '') called at /opt/rt2/lib/RT/CurrentUser.pm line 179
> > RT::CurrentUser::Load('RT::CurrentUser=HASH(0x8641100)', '') called at
> > /opt/rt2/WebRT/sessiondata/obj/autohandler line 43
> > HTML::Mason::Commands::__ANON__('pass', '', 'user', '') called at
> > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Component.pm line 131
> >
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8640
> f
> >2 0)', 'pass', '', 'user', '') called at
> > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653
> > require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm
> > line 653
> >
> HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x863
> e
> >c 34)', 'HASH(0x863eebc)',
> > 'HTML::Mason::Component::FileBased=HASH(0x8640f20)', 'pass', '', 'user',
> > '') called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line
> 159
> > require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm
> > line 159
> >
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x863
> e
> >c 34)', '/index.html', 'pass', '', 'user', '') called at
> > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 914
> >
> HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=H
> A
> >S H(0x863e514)', 'Apache=SCALAR(0x863e97c)',
> > 'HTML::Mason::Request::ApacheHandler=HASH(0x863ec34)', undef) called at
> > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560
> > require 0 called at
> > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560
> >
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HAS
> H
> >( 0x863e514)', 'Apache=SCALAR(0x863e97c)') called at
> > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 1019
> > HTML::Mason::ApacheHandler::handler('/is/app/rt/index.html',
> > 'Apache=SCALAR(0x863e97c)', 'Apache=SCALAR(0x863e97c)') called at
> /dev/null
> > line 0
> > require 0 called at /dev/null line 0
> >
> 
> - -- 
> Josh Krikke	krikke at macatwa.org
> MacNet Sysadmin	Holland, MI
> GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
> Get my public key at http://www.macatawa.org/~krikke/my_public_key
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.0.6 (GNU/Linux)
> Comment: For info see http://www.gnupg.org
> 
> iD8DBQE8DTblj0GVSWTdldsRAi6kAJ0dk1Xbmi6hBMYSs3I/zXPox+QDvgCfXiKB
> z9Y0veHSkJX+44BCtgZYJu0=
> =zB46
> -----END PGP SIGNATURE-----



From krikke at macatawa.org  Wed Dec  5 12:56:38 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Wed, 5 Dec 2001 12:56:38 -0500
Subject: [rt-users] Index.html not found
In-Reply-To: <914E67EC8CE4D211881900A0C93C58606015BB@mail.transwesttel.com>
References: <914E67EC8CE4D211881900A0C93C58606015BB@mail.transwesttel.com>
Message-ID: <E16BgHi-0002mJ-00@rahl.awwnuts.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

0.4.9, eh?  Are you looking at the same SearchBuilder.pm file I am?  Mine's 
version 0.47 and the latest from Jesse's site is 0.48pre2.

Anyway, you didn't say if uninstalling and reinstalling worked.  Did it?


On Wednesday 05 December 2001 11:53 am, Erik Andrejko wrote:
> I have version 0.4.9.  I have un-installed and re-installed the latest
> version.
>
> Erik
>
> > -----Original Message-----
> > From:	Josh Krikke [SMTP:krikke at macatawa.org]
> > Sent:	Tuesday, December 04, 2001 1:50 PM
> > To:	Erik Andrejko
> > Cc:	'rt-users at lists.fsck.com'
> > Subject:	Re: [rt-users] Index.html not found
> >
> > -----BEGIN PGP SIGNED MESSAGE-----
> > Hash: SHA1
> >
> > What version of SearchBuilder are you using?
> >
> > Make sure it is the most current version...
> >

- -- 
Josh Krikke	krikke at macatwa.org
MacNet Sysadmin	Holland, MI
GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
My public key  http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x64DD95DB
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

iD8DBQE8Dl/Zj0GVSWTdldsRAnBEAJ9MpfDUBSjYDTgUMGH6Xw8EKwLreQCdFWTL
IFAIQHvmPNVJezPOKg0fWAc=
=mKtt
-----END PGP SIGNATURE-----



From EAndrejko at transwesttel.com  Wed Dec  5 13:37:26 2001
From: EAndrejko at transwesttel.com (Erik Andrejko)
Date: Wed, 5 Dec 2001 11:37:26 -0700 
Subject: [rt-users] Index.html not found
Message-ID: <914E67EC8CE4D211881900A0C93C58606015BD@mail.transwesttel.com>

Sorry, I am using 0.4.7.  The re-install did not fix the problem.  

> -----Original Message-----
> From:	Josh Krikke [SMTP:krikke at macatawa.org]
> Sent:	Wednesday, December 05, 2001 10:57 AM
> To:	Erik Andrejko
> Cc:	'rt-users at lists.fsck.com'
> Subject:	Re: [rt-users] Index.html not found
> 
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> 0.4.9, eh?  Are you looking at the same SearchBuilder.pm file I am?
> Mine's 
> version 0.47 and the latest from Jesse's site is 0.48pre2.
> 
> Anyway, you didn't say if uninstalling and reinstalling worked.  Did it?
> 
> 
> On Wednesday 05 December 2001 11:53 am, Erik Andrejko wrote:
> > I have version 0.4.9.  I have un-installed and re-installed the latest
> > version.
> >
> > Erik
> >
> > > -----Original Message-----
> > > From:	Josh Krikke [SMTP:krikke at macatawa.org]
> > > Sent:	Tuesday, December 04, 2001 1:50 PM
> > > To:	Erik Andrejko
> > > Cc:	'rt-users at lists.fsck.com'
> > > Subject:	Re: [rt-users] Index.html not found
> > >
> > > -----BEGIN PGP SIGNED MESSAGE-----
> > > Hash: SHA1
> > >
> > > What version of SearchBuilder are you using?
> > >
> > > Make sure it is the most current version...
> > >
> 
> - -- 
> Josh Krikke	krikke at macatwa.org
> MacNet Sysadmin	Holland, MI
> GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
> My public key
> http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x64DD95DB
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.0.6 (GNU/Linux)
> Comment: For info see http://www.gnupg.org
> 
> iD8DBQE8Dl/Zj0GVSWTdldsRAnBEAJ9MpfDUBSjYDTgUMGH6Xw8EKwLreQCdFWTL
> IFAIQHvmPNVJezPOKg0fWAc=
> =mKtt
> -----END PGP SIGNATURE-----



From krikke at macatawa.org  Wed Dec  5 14:15:41 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Wed, 5 Dec 2001 14:15:41 -0500
Subject: [rt-users] Index.html not found
In-Reply-To: <914E67EC8CE4D211881900A0C93C58606015BD@mail.transwesttel.com>
References: <914E67EC8CE4D211881900A0C93C58606015BD@mail.transwesttel.com>
Message-ID: <E16BhWD-0002r4-00@rahl.awwnuts.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Well, I'm all out of ideas.  It just looked like it might have been something 
to do with SearchBuilder...  dunno, I guess just check if the `make testdeps` 
ran with all 'found'.  Stop and start apache, not restart.  Dance and jump 
around your box saying, "Work, work, work."


On Wednesday 05 December 2001 01:37 pm, Erik Andrejko wrote:
> Sorry, I am using 0.4.7.  The re-install did not fix the problem.
>
> > -----Original Message-----
> > From:	Josh Krikke [SMTP:krikke at macatawa.org]
> > Sent:	Wednesday, December 05, 2001 10:57 AM
> > To:	Erik Andrejko
> > Cc:	'rt-users at lists.fsck.com'
> > Subject:	Re: [rt-users] Index.html not found
> >
> > -----BEGIN PGP SIGNED MESSAGE-----
> > Hash: SHA1
> >
> > 0.4.9, eh?  Are you looking at the same SearchBuilder.pm file I am?
> > Mine's
> > version 0.47 and the latest from Jesse's site is 0.48pre2.
> >
> > Anyway, you didn't say if uninstalling and reinstalling worked.  Did it?
> >
> > On Wednesday 05 December 2001 11:53 am, Erik Andrejko wrote:
> > > I have version 0.4.9.  I have un-installed and re-installed the latest
> > > version.
> > >
> > > Erik
> > >
> > > > -----Original Message-----
> > > > From:	Josh Krikke [SMTP:krikke at macatawa.org]
> > > > Sent:	Tuesday, December 04, 2001 1:50 PM
> > > > To:	Erik Andrejko
> > > > Cc:	'rt-users at lists.fsck.com'
> > > > Subject:	Re: [rt-users] Index.html not found
> > > >
> > > > -----BEGIN PGP SIGNED MESSAGE-----
> > > > Hash: SHA1
> > > >
> > > > What version of SearchBuilder are you using?
> > > >
> > > > Make sure it is the most current version...
> >
> > - --
> > Josh Krikke	krikke at macatwa.org
> > MacNet Sysadmin	Holland, MI
> > GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
> > My public key
> > http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x64DD95DB
> > -----BEGIN PGP SIGNATURE-----
> > Version: GnuPG v1.0.6 (GNU/Linux)
> > Comment: For info see http://www.gnupg.org
> >
> > iD8DBQE8Dl/Zj0GVSWTdldsRAnBEAJ9MpfDUBSjYDTgUMGH6Xw8EKwLreQCdFWTL
> > IFAIQHvmPNVJezPOKg0fWAc=
> > =mKtt
> > -----END PGP SIGNATURE-----
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

- -- 
Josh Krikke	krikke at macatwa.org
MacNet Sysadmin	Holland, MI
GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
My public key  http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x64DD95DB
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

iD8DBQE8DnJgj0GVSWTdldsRAownAJ4hYmz50KkqtmKR6w6O1wNVsNoU6wCbBQDr
XPbH9eOyzNqODKJaN4HpS2o=
=rxta
-----END PGP SIGNATURE-----



From rfedoriuk at rnm.ca  Wed Dec  5 14:56:56 2001
From: rfedoriuk at rnm.ca (Richard Fedoriuk)
Date: Wed, 5 Dec 2001 14:56:56 -0500
Subject: [rt-users] WebExternalAuth in config.pm
Message-ID: <039c01c17dc6$fe377b10$d0fb030a@mhpublishing.com>

I'm trying to write a ticket using an external cgi program which
posts the necessary fields to $RT-Host://Tickets/Display.html
(I don't need to view the ticket afterwards, I just want to post
it to RT)

I can successfully post to a test cgi-script this way, however I
seem to be having problems authenticating in RT...

I have tried setting "WebExternalAuth" in the config.pm file (and
restarted Apache), and setting $REMOTE_USER to a valid RT account, 
but it is still failing...

can anyone help me on this?

appreciate your time,
 - Richard

 __________________________________________________
  Richard Fedoriuk
  Build Manager
  Rogers iMedia
  Ph: (416) 642-4826
  rfedoriuk at imedia.rogers.com




From cgilmore at tivoli.com  Wed Dec  5 17:30:27 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Wed, 5 Dec 2001 16:30:27 -0600
Subject: [rt-users] WebExternalAuth in config.pm
In-Reply-To: <039c01c17dc6$fe377b10$d0fb030a@mhpublishing.com>
Message-ID: <001601c17ddc$70c83290$69285492@tivoli.com>

Richard,

Do you have your apache configured for external authentication as well? It
needs to have "require valid-user" or similar set as well as the auth
directives that come with it (AuthUserFile, etc.). Is the userid in the
AuthUserFile identical to the userid within RT? Last, the password in RT
and the password in your external system are mutually exclusive. One has
nothing to do with the other.

Regards,
Christian

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Richard Fedoriuk
> Sent: Wednesday, December 05, 2001 1:57 PM
> To: Rt-Users
> Subject: [rt-users] WebExternalAuth in config.pm
>
>
>
> I'm trying to write a ticket using an external cgi program which
> posts the necessary fields to $RT-Host://Tickets/Display.html
> (I don't need to view the ticket afterwards, I just want to post
> it to RT)
>
> I can successfully post to a test cgi-script this way, however I
> seem to be having problems authenticating in RT...
>
> I have tried setting "WebExternalAuth" in the config.pm file (and
> restarted Apache), and setting $REMOTE_USER to a valid RT account,
> but it is still failing...
>
> can anyone help me on this?
>
> appreciate your time,
>  - Richard
>
>  __________________________________________________
>   Richard Fedoriuk
>   Build Manager
>   Rogers iMedia
>   Ph: (416) 642-4826
>   rfedoriuk at imedia.rogers.com
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From agould at aslab.com  Wed Dec  5 18:15:57 2001
From: agould at aslab.com (Ashley Gould)
Date: Wed, 5 Dec 2001 15:15:57 -0800
Subject: [rt-users] Trying to install Request Tracker on RedHat 7.1
In-Reply-To: <034401c17cb6$de6c0dc0$381bcac2@denisy2k.imsltd.com>; from denis@imsltd.com on Tue, Dec 04, 2001 at 11:28:58AM -0000
References: <034401c17cb6$de6c0dc0$381bcac2@denisy2k.imsltd.com>
Message-ID: <20011205151557.K20994@dagda.aslab.com>

This is just an opening guess.  Is there an apache_devel rpm you have
not installed?  It looks like its trying to fine header files which
aren't there:

> In file included from apache_request.c:58:
> apache_request.h:5:19: httpd.h: No such file or directory
> apache_request.h:6:25: http_config.h: No such file or directory
> apache_request.h:7:23: http_core.h: No such file or directory
> apache_request.h:8:22: http_log.h: No such file or directory
> apache_request.h:9:23: http_main.h: No such file or directory
> apache_request.h:10:27: http_protocol.h: No such file or directory
> apache_request.h:11:25: util_script.h: No such file or directory
>

ashley




On Tue, Dec 04, 2001 at 11:28:58AM -0000, Denis Croombs wrote:
> Hi,
> I am having major problems installing Request Tracker, I have RedHat 7.1,
> Perl 5.6.0-12, Apache 1.3.19-5, Mysqlclient 9.3.23.22-4, Mysql 3.23.36-1,
> mysql-server 3.23.36-1 installed and apache is serving a number of sites.
> (ALL installed from RedHat RPM's ! )
> I have installed most of the perl modules required for Request Tracker
> (http://www.helgrim.com/perlmodules/) but I get the following errors when I
> try and install these 4 modules
> 
> libapreq
> 
> Executing /usr/bin/perl Makefile.PL  && make ..
> 
> Checking if your kit is complete...
> Looks good
> Writing Makefile for libapreq
> mkdir ../blib
> mkdir ../blib/arch
> mkdir ../blib/arch/auto
> mkdir ../blib/arch/auto/libapreq
> Warning: -L../blib/arch/auto/libapreq changed
> to -L/tmp/.webmin/libapreq-0.31/Request/../blib/arch/a
> uto/libapreq
> Writing Makefile for Apache::Request
> Warning: -L../blib/arch/auto/libapreq changed
> to -L/tmp/.webmin/libapreq-0.31/Cookie/../blib/arch/au
> to/libapreq
> Writing Makefile for Apache::Cookie
> Writing Makefile for libapreq
> mkdir blib/lib
> mkdir blib/lib/auto
> mkdir blib/lib/auto/libapreq
> mkdir blib/man3
> cp libapreq.pod blib/lib/libapreq.pod
> cp lib/Apache/libapreq.pm blib/lib/Apache/libapreq.pm
> make[1]: Entering directory `/tmp/.webmin/libapreq-0.31/c'
> gcc -c -I/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/Apache/include -I/us
> r/lib/perl5/site_perl/5.
> 6.0/i386-linux/auto/Apache/include/modules/perl -fno-strict-aliasing -O2 -ma
> rch=i386 -mcpu=i686
> -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC -I/usr/lib/perl5/5.6.0/i386-l
> inux/CORE  apache_reques
> t.c
> In file included from apache_request.c:58:
> apache_request.h:5:19: httpd.h: No such file or directory
> apache_request.h:6:25: http_config.h: No such file or directory
> apache_request.h:7:23: http_core.h: No such file or directory
> apache_request.h:8:22: http_log.h: No such file or directory
> apache_request.h:9:23: http_main.h: No such file or directory
> apache_request.h:10:27: http_protocol.h: No such file or directory
> apache_request.h:11:25: util_script.h: No such file or directory
> make[1]: *** [apache_request.o] Error 1
> make[1]: Leaving directory `/tmp/.webmin/libapreq-0.31/c'
> make: *** [subdirs] Error 2
> 
> 
> CGI.pm
> 
> Executing make test .. PERL_DL_NONLAZY=1
> /usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/lib/perl5/5.6.0/i386-linux -I/us
> r/lib/ perl5/5.6.0 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0;
> runtests @ARGV;' t/*.t t/esc...............ok t/form..............ok
> t/function..........FAILED tests 14-15 Failed 2/27 tests, 92.59% okay
> t/html..............ok t/pretty............ok t/request...........FAILED
> tests 15-16 Failed 2/33 tests, 93.94% okay Failed Test Status Wstat Total
> Fail Failed List of
> failed ---------------------------------------------------------------------
> ---------- t/function.t 27 2 7.41% 14-15 t/request.t 33 2 6.06% 15-16 Failed
> 2/6 test scripts, 66.67% okay. 4/165 subtests failed, 97.58% okay. make: ***
> [test_dynamic] Error 29
> 
> MLDBM
> 
> Executing make test ..
> 
> PERL_DL_NONLAZY=1
> /usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/lib/perl5/5.6.0/i386-linux -I/us
> r/lib/
> perl5/5.6.0 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0;
> runtests @ARGV;' t/*.t
> t/dumper............ok
> t/freezethaw........FAILED test 1
> 	Failed 1/4 tests, 75.00% okay
> t/storable..........ok
> Failed Test  Status Wstat Total Fail  Failed  List of failed
> ----------------------------------------------------------------------------
> ---
> t/freezethaw.t                4    1  25.00%  1
> Failed 1/3 test scripts, 66.67% okay. 1/16 subtests failed, 93.75% okay.
> make: *** [test_dynamic] Error 29
> 
> 
> Mysql
> 
> Executing /usr/bin/perl Makefile.PL && make .. Which drivers do you want to
> install? 1) MySQL only 2) mSQL only (either of mSQL 1 or mSQL 2) 3) MySQL
> and mSQL (either of mSQL 1 or mSQL 2) 4) mSQL 1 and mSQL 2 5) MySQL, mSQL 1
> and mSQL 2 Enter the appropriate number: [3] 3 Do you want to install the
> MysqlPerl emulation? You might keep your old Mysql module (to be
> distinguished from DBD::mysql!) if you are concerned about compatibility to
> existing applications! [n] n Do you want to install the MsqlPerl emulation?
> You might keep your old Mysql module (to be distinguished from DBD::mysql!)
> if you are concerned about compatibility to existing applications! [n] n
> Where is your MySQL installed? Please tell me the directory that contains
> the subdir 'include'. [/usr/local] /usr/local Cannot find one of
> include/mysql/mysql.h, include/mysql.h in /usr/local at
> lib/DBD/mysql/Install.pm line 165.
> 
> All help/clues very welcome as I have now tried this on 3 different systems
> and am now making no progress.
> 
> Denis Croombs
> 
> Denis Croombs
> Technical Support Analyst
> Intelligent Micro Software
> 
> Please address all support replies to support at imsltd.com
> For general technical support issues see http:\\www.imsltd.com
> Developers site and details of BETA software and forthcoming releases.
> http:\\development.imsltd.com
> 
> This message is intended for the use of the person (s) ("the intended
> recipient(s)") to whom it is addressed. It may contain information which is
> privileged and confidential within the meaning of applicable law. If you are
> not the intended recipient, please contact the sender as soon as possible.
> The views expressed in this communication may not necessarily be the views
> of IMS Ltd.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From agould at aslab.com  Wed Dec  5 18:20:05 2001
From: agould at aslab.com (Ashley Gould)
Date: Wed, 5 Dec 2001 15:20:05 -0800
Subject: RES: [rt-users] Can't do setuid
In-Reply-To: <3D98391A7EA2D31192E5000629385A9606CCAAB5@correio.telepar.com.br>; from psneto@telepar.com.br on Mon, Dec 03, 2001 at 06:35:06PM -0200
References: <3D98391A7EA2D31192E5000629385A9606CCAAB5@correio.telepar.com.br>
Message-ID: <20011205152005.L20994@dagda.aslab.com>

Don't know the major domo stuff, but when I built perl 5.6.1, all the
suidperl issues vanished. 

 I built perl 5.6.1 with libperl as shared object:
develrt:/usr/local/build/perl-5.6.1 # sh Configure -Duseshrplib
develrt:/usr/local/build/perl-5.6.1 # make
develrt:/usr/local/build/perl-5.6.1 # make test
develrt:/usr/local/build/perl-5.6.1 # make install

ashley



On Mon, Dec 03, 2001 at 06:35:06PM -0200, Presciliano dos Santos Neto wrote:
> Aditional information:
> 
> Sendmail version: 8.11.1/8.8.7
> 
> #/etc/aliases
> ...
> rt-comment:     "|/usr/local/rt2/bin/rt-mailgate --queue general --action
> comment"
> rt:             "|/usr/local/rt2/bin/rt-mailgate --queue general --action
> correspond"
> ...
> abuse-comment:  "|/usr/local/rt2/bin/rt-mailgate --queue abuse --action
> comment"
> abuse:          "|/usr/local/rt2/bin/rt-mailgate --queue abuse --action
> correspond"
> ...
> 
> Thanks,
> 
> Presciliano
> 
> > ----- Mensagem original -----
> > De:		Presciliano dos Santos Neto 
> > Enviada em:		Segunda-feira, 3 de Dezembro de 2001 15:19
> > Para:		'rt-users at lists.fsck.com'
> > Assunto:		[rt-users] Can't do setuid
> > 
> > I'm running RT on Conectiva Linux, so I chmoded u+s /usr/bin/suidperl:
> > 
> > [root at pinguim bin]# ls -la /usr/bin/suidperl 
> > -rwsr-xr-x   1 root     root       694872 Sep  5 07:15 /usr/bin/suidperl
> > 
> > However, I still get the following error when sending an e-mail to the
> > queue:
> > 
> >    ----- The following addresses had permanent fatal errors -----
> > "|/usr/local/rt2/bin/rt-mailgate --queue abuse --action correspond"
> >     (expanded from: <abuse at security.telepar.net.br>)
> > 
> >    ----- Transcript of session follows -----
> > Can't do setuid
> > 554 5.3.0 "|/usr/local/rt2/bin/rt-mailgate --queue abuse --action
> > correspond"... unknown mailer error 2
> > 
> > Any idea ?
> > 
> > Thanks,
> > 
> > Presciliano
> > 
> > _______________________________________________
> > 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 atrus at atrustrivalie.org  Wed Dec  5 21:45:10 2001
From: atrus at atrustrivalie.org (Yann Ramin)
Date: Wed, 05 Dec 2001 18:45:10 -0800
Subject: [rt-users] Re: FreeBSD (Postfix)
Message-ID: <3C0EDBB6.2090007@atrustrivalie.org>


Yes... Scrips did the job correctly. Maybe this should even be put in 
the install guide?

Now, since I am testing this with my Admin e-mail account, is it safe to 
assume that RT sees me as an admin and doesn't send me any 
correspondence entered on the Web? (the requestor e-mail is the same as 
my created admin user). It works fine when I add another requestor, so I 
assume that is the case.




From deon at wurley.net  Thu Dec  6 06:36:42 2001
From: deon at wurley.net (Deon George)
Date: Thu, 6 Dec 2001 22:36:42 +1100
Subject: [rt-users] Problem with rt-2.0.9
Message-ID: <200112061136.fB6BagE04076@router.wurley.vpn>

Howdy,

I've just upgrade my rt-2.0.7 to 2.0.9 (as well as upgrading from RH71 to 
RH72), and I've got a small problem with rt generating email messages to the 
AdminCC.

(I upgraded my Postgres DB from 7.0 to 7.1 as well)...

It seems from the Sendmail logs that mail is being address to 'AdminCC of 
wurley.helpdesk Ticket #nn' instead of the AdminCCs email address....

This is from /var/log/maillog/maillog
Dec  6 22:25:27 dingo sendmail[8815]: fB6BPRL08815: from=apache, size=1065, 
class=-60, nrcpts=1, msgid=<rt-53-174.6.06058011743656 at wurley.help
desk>, relay=apache at localhost
Dec  6 22:25:27 dingo sendmail[8815]: fB6BPRL08815: fB6BPRM08815: 
DSN: 'AdminCc of wurley.helpdesk Ticket #53':;... List:; syntax illegal for
recipient addresses
Dec  6 22:25:27 dingo sendmail[8815]: fB6BPRM08815: to=root, delay=00:00:00, 
xdelay=00:00:00, mailer=local, pri=30100, dsn=2.0.0, stat=Sent

And here is my /tmp log:

RT::Action::Notify=HASH(0x9832630): Could not send mail for 
RT::Transaction=HASH(0x96d3f1c)

Does this mean anything to anybody?

Thanks...
--
Wurley Internet




From jesse at bestpractical.com  Thu Dec  6 11:32:30 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 6 Dec 2001 11:32:30 -0500
Subject: [rt-users] Problem with rt-2.0.9
In-Reply-To: <200112061136.fB6BagE04076@router.wurley.vpn>; from deon@wurley.net on Thu, Dec 06, 2001 at 10:36:42PM +1100
References: <200112061136.fB6BagE04076@router.wurley.vpn>
Message-ID: <20011206113230.K2251@pallas.fsck.com>

http://lists.fsck.com/pipermail/rt-users/2001-July/003241.html

http://lists.fsck.com/ has a search tool. It's a good way to find answers
to questions that get asked on the list every week or two ;)

On Thu, Dec 06, 2001 at 10:36:42PM +1100, Deon George wrote:
> Howdy,
> 
> I've just upgrade my rt-2.0.7 to 2.0.9 (as well as upgrading from RH71 to 
> RH72), and I've got a small problem with rt generating email messages to the 
> AdminCC.
> 
> (I upgraded my Postgres DB from 7.0 to 7.1 as well)...
> 
> It seems from the Sendmail logs that mail is being address to 'AdminCC of 
> wurley.helpdesk Ticket #nn' instead of the AdminCCs email address....
> 
> This is from /var/log/maillog/maillog
> Dec  6 22:25:27 dingo sendmail[8815]: fB6BPRL08815: from=apache, size=1065, 
> class=-60, nrcpts=1, msgid=<rt-53-174.6.06058011743656 at wurley.help
> desk>, relay=apache at localhost
> Dec  6 22:25:27 dingo sendmail[8815]: fB6BPRL08815: fB6BPRM08815: 
> DSN: 'AdminCc of wurley.helpdesk Ticket #53':;... List:; syntax illegal for
> recipient addresses
> Dec  6 22:25:27 dingo sendmail[8815]: fB6BPRM08815: to=root, delay=00:00:00, 
> xdelay=00:00:00, mailer=local, pri=30100, dsn=2.0.0, stat=Sent
> 
> And here is my /tmp log:
> 
> RT::Action::Notify=HASH(0x9832630): Could not send mail for 
> RT::Transaction=HASH(0x96d3f1c)
> 
> Does this mean anything to anybody?
> 
> Thanks...
> --
> Wurley Internet
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From michael.k.brown at alcatel.com  Thu Dec  6 13:54:44 2001
From: michael.k.brown at alcatel.com (Michael K Brown)
Date: Thu, 6 Dec 2001 13:54:44 -0500
Subject: [rt-users] Advice sought on Backing-up RT data, and High Availability of RT server.
Message-ID: <003601c17e87$79a92ee0$9d37788a@ca.newbridge.com>

Hi folks!

I'm looking for advice on keeping an RT server running.  I'm a technician
deploying RT into an R&D environment, in order to track service requests of
our user community.  I'm going to be installing RT on Dual Processor
Ultra-2's 512MB RAM with Solaris 8 as the OS, and the latest versions of
Apache, MySQL, and mod_perl.  I'm contemplating running "Heartbeat" and a
second server as a failover machine.  I'm also thinking about keeping the
data on a High Availability file server (IT provided through NFS mounts).

Now, I'm not a UNIX expert, and I don't have much experience with MySQL
either.  How would failing over from one machine to another (assuming
they're kept in sync with rsync every 5 min) affect the RT system?  Would it
cause me more grief than merely backing up the system, and rebuilding the
machine should it go down?  My big concern is that the data doesn't get
scrambled.  I would like to keep the RT system alive (as I'm sure we'll come
to depend on it) but I want to make sure the data stays intact.  Should I
run the Failover machine, or just have a crontab job to backup the machine
to the HA fileserver?

I would appreciate any advice from folks already running RT, and how you
handle your backup of data.  It looks like an awesome request tracking
system, which is just what I need!

Thanks for your time!

Mike




From freimers at Infosysinc.com  Thu Dec  6 14:48:18 2001
From: freimers at Infosysinc.com (Fred Reimers)
Date: Thu, 6 Dec 2001 14:48:18 -0500
Subject: [rt-users] RedHat Datasource.pm Installation Problem
Message-ID: <28C71A40994B584EB8425D281D09B8321B8BC3@infocoex1.infosysinc.com>

All,

I'm installing RT for the first time and am having a problem with the
initial installation.  I've tried the installation with both mysql and
Pg but get the same error in Datasource.pm.  

I'm running Redhat 7 and I've installed Apache mod_perl.  I've installed
all of the mysql modules, etc. and 'make testdeps' runs cleanly.   When
I try to reinstall the Datasource modules it tells me that everything is
up-to-date.  How do I get past this??


make install produces the following output:

[root at netsaint rttmp]# make install
mkdir -p //usr/rt/bin
mkdir -p //usr/rt/WebRT/data
mkdir -p //usr/rt/WebRT/sessiondata
mkdir -p //usr/rt/etc
mkdir -p //usr/rt/lib
mkdir -p //usr/rt/WebRT/html
mkdir -p //usr/rt/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql     ' '/usr/bin' 'localhost' ''
'root' 'rt2' create
Now creating a database for RT.
Enter the mysql  password for root: 
Creating mysql   database rt2.
can't parse data source: dbi:mysql      :  at
/usr/lib/perl5/site_perl/5.6.0/DBIx/DataSource.pm line 70, <STDIN> line
1.
make: *** [createdb] Error 255
[root at netsaint rttmp]# 


Here's the configurable portion of the Makefile that I'm using:

[root at netsaint rttmp]# cat Makefile
# $Header: /raid/cvsroot/rt/Makefile,v 1.90.2.262.4.2 2001/10/31
22:38:40 jesse Exp $
# Request Tracker is Copyright 1996-2001 Jesse Vincent
<jessebestpractical.com>
# RT is distributed under the terms of the GNU General Public License,
version 2

PERL                    =       /usr/bin/perl

RT_VERSION_MAJOR        =       2
RT_VERSION_MINOR        =       0
RT_VERSION_PATCH        =       8_02


RT_VERSION =
$(RT_VERSION_MAJOR).$(RT_VERSION_MINOR).$(RT_VERSION_PATCH)
TAG        =
rt-$(RT_VERSION_MAJOR)-$(RT_VERSION_MINOR)-$(RT_VERSION_PATCH)

RTGROUP                 =       rt



# User which should own rt binaries
BIN_OWNER               =       rt

# User that should own all of RT's libraries. generally root.
LIBS_OWNER              =       root

# Group that should own all of RT's libraries. generally root.
LIBS_GROUP              =       root



# {{{ Files and directories 

# DESTDIR allows you to specify that RT be installed somewhere other
than
# where it will eventually reside

DESTDIR                 =       /usr/rttmp


# RT_PATH is the name of the directory you want make to install RT in
# RT must be installed in its own directory (don't set this to
/usr/local)

RT_PATH                 =       /usr/rt

# The rest of these paths are all configurable, but you probably don't
want to 
# put them elsewhere

RT_LIB_PATH             =       $(RT_PATH)/lib
RT_ETC_PATH             =       $(RT_PATH)/etc
RT_BIN_PATH             =       $(RT_PATH)/bin
RT_MAN_PATH             =       $(RT_PATH)/man
MASON_HTML_PATH         =       $(RT_PATH)/WebRT/html


# RT allows sites to overlay the default web ui with 
# local customizations Those files can be placed in
MASON_LOCAL_HTML_PATH

MASON_LOCAL_HTML_PATH   =       $(RT_PATH)/local/WebRT/html

# RT needs to be able to write to MASON_DATA_PATH and MASON_SESSION_PATH
# RT will create and chown these directories. Don't just set them to
/tmp
MASON_DATA_PATH         =       $(RT_PATH)/WebRT/data
MASON_SESSION_PATH      =       $(RT_PATH)/WebRT/sessiondata

RT_LOG_PATH             =       $(RT_PATH)/tmp

# RT_READABLE_DIR_MODE is the mode of directories that are generally
meant to be
# accessable
RT_READABLE_DIR_MODE    =       0755



# The location of your rt configuration file
RT_CONFIG               =       $(RT_ETC_PATH)/config.pm

# RT_MODPERL_HANDLER is the mason handler script for mod_perl
RT_MODPERL_HANDLER              =       $(RT_BIN_PATH)/webmux.pl

# RT_FASTCGI_HANDLER is the mason handler script for FastCGI
# THIS HANDLER IS NOT CURRENTLY SUPPORTED
RT_FASTCGI_HANDLER              =
$(RT_BIN_PATH)/mason_handler.fcgi

# RT_SPEEDYCGI_HANDLER is the mason handler script for SpeedyCGI
# THIS HANDLER IS NOT CURRENTLY SUPPORTED
RT_SPEEDYCGI_HANDLER            =
$(RT_BIN_PATH)/mason_handler.scgi

# The following are the names of the various binaries which make up RT 

RT_CLI_BIN              =       $(RT_BIN_PATH)/rt
RT_CLI_ADMIN_BIN        =       $(RT_BIN_PATH)/rtadmin
RT_MAILGATE_BIN         =       $(RT_BIN_PATH)/rt-mailgate

# }}}

# {{{ Database setup

#
# DB_TYPE defines what sort of database RT trys to talk to
# "mysql" is known to work.
# "Pg" is known to work
# "Oracle" is in the early stages of working.


DB_TYPE         =  mysql

# DB_HOME is where the Database's commandline tools live
# Note: $DB_HOME/bin is where the database binary tools are installed.
 
DB_HOME         = /usr/bin

# Set DBA to the name of a unix account with the proper permissions and 
# environment to run your commandline SQL tools

# Set DB_DBA to the name of a DB user with permission to create new
databases 
# Set DB_DBA_PASSWORD to that user's password (if you don't, you'll be
prompted
# later)

# For mysql, you probably want 'root'
# For Pg, you probably want 'postgres' 
# For oracle, you want 'system'

DB_DBA             =    root
DB_DBA_PASSWORD   =     password
 
#
# Set this to the Fully Qualified Domain Name of your database server.
# If the database is local, rather than on a remote host, using
"localhost" 
# will greatly enhance performance.

DB_HOST         =       localhost

# If you're not running your database server on its default port, 
# specifiy the port the database server is running on below.
# It's generally safe to leave this blank 

DB_PORT         =

#
# Set this to the canonical name of the interface RT will be talking to
the 
# database on. # If you said that the RT_DB_HOST above was "localhost,"
this 
# should be too. This value will be used to grant rt access to the
database.
# If you want to access the RT database from multiple hosts, you'll need
# to grant those database rights by hand.
#

DB_RT_HOST      =       localhost

# set this to the name you want to give to the RT database in 
# your database server. For Oracle, this should be the name of your sid

DB_DATABASE     =       rt2

# Set this to the name of the rt database user

DB_RT_USER      =       rt

# Set this to the password used by the rt database user
# *** Change This Before Installation***

DB_RT_PASS      =    password 

# }}}

# {{{ Web configuration 

# The user your webserver runs as. needed so that webrt can cache mason
# objectcode

WEB_USER                        =       apache
WEB_GROUP                       =       nobody

# }}}






From rfedoriuk at rnm.ca  Thu Dec  6 15:35:45 2001
From: rfedoriuk at rnm.ca (Richard Fedoriuk)
Date: Thu, 6 Dec 2001 15:35:45 -0500
Subject: [rt-users] WebExternalAuth in config.pm
In-Reply-To: <001601c17ddc$70c83290$69285492@tivoli.com>
Message-ID: <04a001c17e95$9519afc0$d0fb030a@mhpublishing.com>

Thanks for your suggestion Christian, but it seems that RT is
not performing system-authentication...

I tried setting Apache as you outlined unsuccessfully, unless
I'm muddling the config file (likely)... have you been successful
in configuring RT for external auth?

Further, whenever I set WebExternalAuth in config.pm, I am unable
to log into RT using the conventional browser interface, getting
a "You are not an authorized user" message in RT...

FYI, here is the config I'm using:

  <VirtualHost 10.3.251.166>
     DocumentRoot /opt/rt2/WebRT/html
     ServerName localhost
     PerlModule Apache::DBI
     PerlFreshRestart On
     PerlRequire /opt/rt2/bin/webmux.pl
   
     <Directory /opt/rt2/WebRT/html>
       AuthUserFile /opt/rt2/rtremote
       require valid-user
     </Directory>

     <Location />
      SetHandler perl-script
      PerlHandler RT::Mason
     </Location>
  </VirtualHost>

with the AuthUserFile containing the same password as that is used in
RT, this was generated using htpasswd (also it happens to be same passwd
as the system passwd for same user in this case), and $REMOTE_USER has
been set to the same user...

any other suggestions welcome, thanks again...

 - Richard

 __________________________________________________
  Richard Fedoriuk
  Build Manager
  Rogers iMedia
  Ph: (416) 642-4826
  rfedoriuk at imedia.rogers.com


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Christian Gilmore
Sent: Wednesday, December 05, 2001 5:30 PM
To: rfedoriuk at rnm.ca; 'Rt-Users'
Subject: RE: [rt-users] WebExternalAuth in config.pm


Richard,

Do you have your apache configured for external authentication as well? It
needs to have "require valid-user" or similar set as well as the auth
directives that come with it (AuthUserFile, etc.). Is the userid in the
AuthUserFile identical to the userid within RT? Last, the password in RT
and the password in your external system are mutually exclusive. One has
nothing to do with the other.

Regards,
Christian

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Richard Fedoriuk
> Sent: Wednesday, December 05, 2001 1:57 PM
> To: Rt-Users
> Subject: [rt-users] WebExternalAuth in config.pm
>
>
>
> I'm trying to write a ticket using an external cgi program which
> posts the necessary fields to $RT-Host://Tickets/Display.html
> (I don't need to view the ticket afterwards, I just want to post
> it to RT)
>
> I can successfully post to a test cgi-script this way, however I
> seem to be having problems authenticating in RT...
>
> I have tried setting "WebExternalAuth" in the config.pm file (and
> restarted Apache), and setting $REMOTE_USER to a valid RT account,
> but it is still failing...
>
> can anyone help me on this?
>
> appreciate your time,
>  - Richard
>
>  __________________________________________________
>   Richard Fedoriuk
>   Build Manager
>   Rogers iMedia
>   Ph: (416) 642-4826
>   rfedoriuk at imedia.rogers.com
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>


_______________________________________________
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From Rich.West at wesmo.com  Thu Dec  6 15:42:58 2001
From: Rich.West at wesmo.com (Rich West)
Date: Thu, 06 Dec 2001 15:42:58 -0500
Subject: [rt-users] Problem with rt-2.0.9
References: <200112061136.fB6BagE04076@router.wurley.vpn> <20011206113230.K2251@pallas.fsck.com> <3C0FC963.2010201@wesmo.com>
Message-ID: <3C0FD852.4090304@wesmo.com>

Well, the problem got resolved.  I am honestly not sure what caused the 
problem or what truly solved the problem.

In a feverish panic and a reboot of the server, nothing really changed. 
 After taking a few moments to breathe, I updated our sendmail binary to 
8.12.1 (fortunately, I had just completed building it a few hours 
earlier, but I had not yet tested it) and was forced to test it in 
production.

5 minutes after that, after working on the sendmail installation to get 
it up and running properly, everything else fell into place.

The only thing I can think of is that sendmail was the problem.

-Rich


Rich West wrote:

> All of a sudden, today, RT2 has stopped sending email back to the 
> requestor.  They don't get any email sent to them when we "Reply to 
> requestors", and the logs show:
> [Thu Dec  6 14:18:51 2001] [error] [client myhost.mydomain.com] 
> FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" stderr: 
> RT::Action::Notify=HASH(0xdd45f4): Could not send mail for 
> RT::Transaction=HASH(0xcc4ad4)
>
> The sendmail logs show no attempts for the mail to be sent.
>
> I found the attached message on the list which pointed to a possible 
> solution, but, I did check, and RT2 is configured properly.  I don't 
> know why it would just stop working...
>
> Any ideas?
>
> -Rich
>
> RT: 2.0.9
> mod_fastcgi: 2.2.12
>
> Jesse Vincent wrote:
>
>> http://lists.fsck.com/pipermail/rt-users/2001-July/003241.html
>>
>> http://lists.fsck.com/ has a search tool. It's a good way to find 
>> answers
>> to questions that get asked on the list every week or two ;)
>>
>> On Thu, Dec 06, 2001 at 10:36:42PM +1100, Deon George wrote:
>>
>>> Howdy,
>>>
>>> I've just upgrade my rt-2.0.7 to 2.0.9 (as well as upgrading from 
>>> RH71 to RH72), and I've got a small problem with rt generating email 
>>> messages to the AdminCC.
>>>
>>> (I upgraded my Postgres DB from 7.0 to 7.1 as well)...
>>>
>>> It seems from the Sendmail logs that mail is being address to 
>>> 'AdminCC of wurley.helpdesk Ticket #nn' instead of the AdminCCs 
>>> email address....
>>>
>>> This is from /var/log/maillog/maillog
>>> Dec  6 22:25:27 dingo sendmail[8815]: fB6BPRL08815: from=apache, 
>>> size=1065, class=-60, nrcpts=1, 
>>> msgid=<rt-53-174.6.06058011743656 at wurley.help
>>> desk>, relay=apache at localhost
>>> Dec  6 22:25:27 dingo sendmail[8815]: fB6BPRL08815: fB6BPRM08815: 
>>> DSN: 'AdminCc of wurley.helpdesk Ticket #53':;... List:; syntax 
>>> illegal for
>>> recipient addresses
>>> Dec  6 22:25:27 dingo sendmail[8815]: fB6BPRM08815: to=root, 
>>> delay=00:00:00, xdelay=00:00:00, mailer=local, pri=30100, dsn=2.0.0, 
>>> stat=Sent
>>>
>>> And here is my /tmp log:
>>>
>>> RT::Action::Notify=HASH(0x9832630): Could not send mail for 
>>> RT::Transaction=HASH(0x96d3f1c)
>>>
>>> Does this mean anything to anybody?
>>>
>>> Thanks...
>>> -- 
>>> Wurley Internet
>>>
>>>
>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at lists.fsck.com
>>> http://lists.fsck.com/mailman/listinfo/rt-users
>>>
>>
>

-- 
Richard West                   $14.95 Registrations      mailto:rwest at wesmo.com
Wesmo Computer Services        .com .net .org .tv .cc    http://www.wesmo.com
Full Domain & Web Hosting      .BIZ .INFO & MORE!! 






From Rich.West at wesmo.com  Thu Dec  6 15:57:01 2001
From: Rich.West at wesmo.com (Rich West)
Date: Thu, 06 Dec 2001 15:57:01 -0500
Subject: [rt-users] Re: DB problem?
References: <200112061136.fB6BagE04076@router.wurley.vpn> <20011206113230.K2251@pallas.fsck.com> <3C0FC963.2010201@wesmo.com> <3C0FD852.4090304@wesmo.com> <3C0FD985.6070204@wesmo.com>
Message-ID: <3C0FDB9D.9080400@wesmo.com>

With this strange email problem I just experienced, it seems that the 
"requestor" part of the ticket I was testing with got corrupted in some way.

For some reason, I could not add anyone as a requestor (still can't .. 
at least, not to this ticket).  I ended up having to force the entry 
into the "Watchers" table within the DB, which wasn't all that comforting..

Actually, the problem I am having is that I cannot any new watchers (of 
any type) to any ticket..  When I try, and hit "Save Changes", it 
updates the screen as it usually would, but doesn't display the normal 
"Results" table, and the settings for the queue watchers have not changed.

I'm running a very-standard 2.0.9 version of RT..


-Rich

-- 
Richard West                   $14.95 Registrations      mailto:rwest at wesmo.com
Wesmo Computer Services        .com .net .org .tv .cc    http://www.wesmo.com
Full Domain & Web Hosting      .BIZ .INFO & MORE!! 






From ccoy at ssww.com  Thu Dec  6 15:57:31 2001
From: ccoy at ssww.com (Carrie Coy)
Date: Thu, 06 Dec 2001 15:57:31 -0500
Subject: [rt-users] Create Tix using CLI / Attach docs
Message-ID: <3C0FDBBB.3000E81E@ssww.com>

Would like to attach documents to tickets created using the CLI.   Found
this tidbit in last May's archives.    Wondering what the status is now?

--
Carrie Coy

>>> known bug. slated for beta 3.



On Fri, May 04, 2001 at 01:36:30PM +0200, mixo wrote:
> How do you create tickets that actually have content, like
attachments,
> from the
> commandline?
>
>
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From cgilmore at tivoli.com  Thu Dec  6 16:08:58 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Thu, 6 Dec 2001 15:08:58 -0600
Subject: [rt-users] Mod_ssl and RT2? Possibly off-topic...
In-Reply-To: <Pine.LNX.4.30.0107311306470.31585-100000@kilrathi.fretzel.net>
Message-ID: <000c01c17e9a$39482fa0$69285492@tivoli.com>

I continue to struggle with a mod_ssl-enabled RT2 (2.0.9) occasionally
having connection troubles with internet explorer browsers (netscape here
works fine). I've finally set my mod_ssl error level to debug, but I
wonder if anyone has made progress on this problem?

It wasn't so bad in earlier versions of RT2, but now that everything
appears to be no-cache, forms that fail submission because of connection
issues now have to be re-filled for another attempt. On a secondary note,
would it be possible to pick and choose what content has the no-cache
header(s) and what do not?

Thanks,
Christian

-----------------
Christian Gilmore
Team Lead
Web Infrastructure & Tools
IBM Software Group


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Sanity
> Sent: Tuesday, July 31, 2001 1:14 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Mod_ssl and RT2? Possibly off-topic...
>
>
> Is anyone else using this setup and/or had problems with it?
>
> We have been using RT2 with Mod_ssl/Apache for about a week now and we
> constantly get unable to find page error messages while using
> RT. If you
> hit back and then submit or refresh the page it usually
> resolves the error
> but is very annoying. As a test we switched RT2 back to a non-ssl
> setup on the same server and now we no longer receive any
> error messages.
>
> Log files show SSL connections being 'lost' or 'not connected'.
>
> System is Solaris 8 on Sparc platform Sun Netra T1.
> Apache is 1.3.19 with mod_ssl, mod_perl (static module built
> into apache),
> mod_php4. Everything built from scratch on that server.
>
> System has plenty of RAM and disk and is not loaded at all.
>
> We do not have problems with any other pages on mod_ssl just
> with RT2 on
> mod_ssl.
>
>
>
>
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From cgilmore at tivoli.com  Thu Dec  6 16:04:35 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Thu, 6 Dec 2001 15:04:35 -0600
Subject: [rt-users] WebExternalAuth in config.pm
In-Reply-To: <04a001c17e95$9519afc0$d0fb030a@mhpublishing.com>
Message-ID: <000b01c17e99$9c669870$69285492@tivoli.com>

Richard,

Yes, I successfully use external authentication with RT. I actually use an
external LDAP instead of a local file, but the behavior on RT's side
should be identical as this difference is at a lower layer.

>   <VirtualHost 10.3.251.166>
>      DocumentRoot /opt/rt2/WebRT/html
>      ServerName localhost
>      PerlModule Apache::DBI
>      PerlFreshRestart On
>      PerlRequire /opt/rt2/bin/webmux.pl
>
>      <Directory /opt/rt2/WebRT/html>
>        AuthUserFile /opt/rt2/rtremote
>        require valid-user
>      </Directory>
>
>      <Location />
>       SetHandler perl-script
>       PerlHandler RT::Mason
>      </Location>
>   </VirtualHost>

Perhaps you submitted an abridged version of your configuration file, but
AuthName and AuthType are required directives.

> $REMOTE_USER has been set to the same user...

How did you verify this variable's setting?

Regards,
Christian

-----------------
Christian Gilmore
Team Lead
Web Infrastructure & Tools
IBM Software Group




From jesse at bestpractical.com  Thu Dec  6 16:25:00 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 6 Dec 2001 16:25:00 -0500
Subject: [rt-users] Re: DB problem?
In-Reply-To: <3C0FDB9D.9080400@wesmo.com>; from Rich.West@wesmo.com on Thu, Dec 06, 2001 at 03:57:01PM -0500
References: <200112061136.fB6BagE04076@router.wurley.vpn> <20011206113230.K2251@pallas.fsck.com> <3C0FC963.2010201@wesmo.com> <3C0FD852.4090304@wesmo.com> <3C0FD985.6070204@wesmo.com> <3C0FDB9D.9080400@wesmo.com>
Message-ID: <20011206162500.D797@pallas.fsck.com>

Two thoughts: 
	1) It could be ACLs
	2) it could be mysql corruption

	-j


On Thu, Dec 06, 2001 at 03:57:01PM -0500, Rich West wrote:
> With this strange email problem I just experienced, it seems that the 
> "requestor" part of the ticket I was testing with got corrupted in some way.
> 
> For some reason, I could not add anyone as a requestor (still can't .. 
> at least, not to this ticket).  I ended up having to force the entry 
> into the "Watchers" table within the DB, which wasn't all that comforting..
> 
> Actually, the problem I am having is that I cannot any new watchers (of 
> any type) to any ticket..  When I try, and hit "Save Changes", it 
> updates the screen as it usually would, but doesn't display the normal 
> "Results" table, and the settings for the queue watchers have not changed.
> 
> I'm running a very-standard 2.0.9 version of RT..
> 
> 
> -Rich
> 
> -- 
> Richard West                   $14.95 Registrations      mailto:rwest at wesmo.com
> Wesmo Computer Services        .com .net .org .tv .cc    http://www.wesmo.com
> Full Domain & Web Hosting      .BIZ .INFO & MORE!! 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Thu Dec  6 16:19:36 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 6 Dec 2001 16:19:36 -0500
Subject: [rt-users] RedHat Datasource.pm Installation Problem
In-Reply-To: <28C71A40994B584EB8425D281D09B8321B8BC3@infocoex1.infosysinc.com>; from freimers@Infosysinc.com on Thu, Dec 06, 2001 at 02:48:18PM -0500
References: <28C71A40994B584EB8425D281D09B8321B8BC3@infocoex1.infosysinc.com>
Message-ID: <20011206161936.B797@pallas.fsck.com>

I'm betting you've got an extraneous tab after the 'mysql' in the makefile.

	-j


On Thu, Dec 06, 2001 at 02:48:18PM -0500, Fred Reimers wrote:
> All,
> 
> I'm installing RT for the first time and am having a problem with the
> initial installation.  I've tried the installation with both mysql and
> Pg but get the same error in Datasource.pm.  
> 
> I'm running Redhat 7 and I've installed Apache mod_perl.  I've installed
> all of the mysql modules, etc. and 'make testdeps' runs cleanly.   When
> I try to reinstall the Datasource modules it tells me that everything is
> up-to-date.  How do I get past this??
> 
> 
> make install produces the following output:
> 
> [root at netsaint rttmp]# make install
> mkdir -p //usr/rt/bin
> mkdir -p //usr/rt/WebRT/data
> mkdir -p //usr/rt/WebRT/sessiondata
> mkdir -p //usr/rt/etc
> mkdir -p //usr/rt/lib
> mkdir -p //usr/rt/WebRT/html
> mkdir -p //usr/rt/local/WebRT/html
> /usr/bin/perl   tools/initdb 'mysql     ' '/usr/bin' 'localhost' ''
> 'root' 'rt2' create
> Now creating a database for RT.
> Enter the mysql  password for root: 
> Creating mysql   database rt2.
> can't parse data source: dbi:mysql      :  at
> /usr/lib/perl5/site_perl/5.6.0/DBIx/DataSource.pm line 70, <STDIN> line
> 1.
> make: *** [createdb] Error 255
> [root at netsaint rttmp]# 
> 
> 
> Here's the configurable portion of the Makefile that I'm using:
> 
> [root at netsaint rttmp]# cat Makefile
> # $Header: /raid/cvsroot/rt/Makefile,v 1.90.2.262.4.2 2001/10/31
> 22:38:40 jesse Exp $
> # Request Tracker is Copyright 1996-2001 Jesse Vincent
> <jessebestpractical.com>
> # RT is distributed under the terms of the GNU General Public License,
> version 2
> 
> PERL                    =       /usr/bin/perl
> 
> RT_VERSION_MAJOR        =       2
> RT_VERSION_MINOR        =       0
> RT_VERSION_PATCH        =       8_02
> 
> 
> RT_VERSION =
> $(RT_VERSION_MAJOR).$(RT_VERSION_MINOR).$(RT_VERSION_PATCH)
> TAG        =
> rt-$(RT_VERSION_MAJOR)-$(RT_VERSION_MINOR)-$(RT_VERSION_PATCH)
> 
> RTGROUP                 =       rt
> 
> 
> 
> # User which should own rt binaries
> BIN_OWNER               =       rt
> 
> # User that should own all of RT's libraries. generally root.
> LIBS_OWNER              =       root
> 
> # Group that should own all of RT's libraries. generally root.
> LIBS_GROUP              =       root
> 
> 
> 
> # {{{ Files and directories 
> 
> # DESTDIR allows you to specify that RT be installed somewhere other
> than
> # where it will eventually reside
> 
> DESTDIR                 =       /usr/rttmp
> 
> 
> # RT_PATH is the name of the directory you want make to install RT in
> # RT must be installed in its own directory (don't set this to
> /usr/local)
> 
> RT_PATH                 =       /usr/rt
> 
> # The rest of these paths are all configurable, but you probably don't
> want to 
> # put them elsewhere
> 
> RT_LIB_PATH             =       $(RT_PATH)/lib
> RT_ETC_PATH             =       $(RT_PATH)/etc
> RT_BIN_PATH             =       $(RT_PATH)/bin
> RT_MAN_PATH             =       $(RT_PATH)/man
> MASON_HTML_PATH         =       $(RT_PATH)/WebRT/html
> 
> 
> # RT allows sites to overlay the default web ui with 
> # local customizations Those files can be placed in
> MASON_LOCAL_HTML_PATH
> 
> MASON_LOCAL_HTML_PATH   =       $(RT_PATH)/local/WebRT/html
> 
> # RT needs to be able to write to MASON_DATA_PATH and MASON_SESSION_PATH
> # RT will create and chown these directories. Don't just set them to
> /tmp
> MASON_DATA_PATH         =       $(RT_PATH)/WebRT/data
> MASON_SESSION_PATH      =       $(RT_PATH)/WebRT/sessiondata
> 
> RT_LOG_PATH             =       $(RT_PATH)/tmp
> 
> # RT_READABLE_DIR_MODE is the mode of directories that are generally
> meant to be
> # accessable
> RT_READABLE_DIR_MODE    =       0755
> 
> 
> 
> # The location of your rt configuration file
> RT_CONFIG               =       $(RT_ETC_PATH)/config.pm
> 
> # RT_MODPERL_HANDLER is the mason handler script for mod_perl
> RT_MODPERL_HANDLER              =       $(RT_BIN_PATH)/webmux.pl
> 
> # RT_FASTCGI_HANDLER is the mason handler script for FastCGI
> # THIS HANDLER IS NOT CURRENTLY SUPPORTED
> RT_FASTCGI_HANDLER              =
> $(RT_BIN_PATH)/mason_handler.fcgi
> 
> # RT_SPEEDYCGI_HANDLER is the mason handler script for SpeedyCGI
> # THIS HANDLER IS NOT CURRENTLY SUPPORTED
> RT_SPEEDYCGI_HANDLER            =
> $(RT_BIN_PATH)/mason_handler.scgi
> 
> # The following are the names of the various binaries which make up RT 
> 
> RT_CLI_BIN              =       $(RT_BIN_PATH)/rt
> RT_CLI_ADMIN_BIN        =       $(RT_BIN_PATH)/rtadmin
> RT_MAILGATE_BIN         =       $(RT_BIN_PATH)/rt-mailgate
> 
> # }}}
> 
> # {{{ Database setup
> 
> #
> # DB_TYPE defines what sort of database RT trys to talk to
> # "mysql" is known to work.
> # "Pg" is known to work
> # "Oracle" is in the early stages of working.
> 
> 
> DB_TYPE         =  mysql
> 
> # DB_HOME is where the Database's commandline tools live
> # Note: $DB_HOME/bin is where the database binary tools are installed.
>  
> DB_HOME         = /usr/bin
> 
> # Set DBA to the name of a unix account with the proper permissions and 
> # environment to run your commandline SQL tools
> 
> # Set DB_DBA to the name of a DB user with permission to create new
> databases 
> # Set DB_DBA_PASSWORD to that user's password (if you don't, you'll be
> prompted
> # later)
> 
> # For mysql, you probably want 'root'
> # For Pg, you probably want 'postgres' 
> # For oracle, you want 'system'
> 
> DB_DBA             =    root
> DB_DBA_PASSWORD   =     password
>  
> #
> # Set this to the Fully Qualified Domain Name of your database server.
> # If the database is local, rather than on a remote host, using
> "localhost" 
> # will greatly enhance performance.
> 
> DB_HOST         =       localhost
> 
> # If you're not running your database server on its default port, 
> # specifiy the port the database server is running on below.
> # It's generally safe to leave this blank 
> 
> DB_PORT         =
> 
> #
> # Set this to the canonical name of the interface RT will be talking to
> the 
> # database on. # If you said that the RT_DB_HOST above was "localhost,"
> this 
> # should be too. This value will be used to grant rt access to the
> database.
> # If you want to access the RT database from multiple hosts, you'll need
> # to grant those database rights by hand.
> #
> 
> DB_RT_HOST      =       localhost
> 
> # set this to the name you want to give to the RT database in 
> # your database server. For Oracle, this should be the name of your sid
> 
> DB_DATABASE     =       rt2
> 
> # Set this to the name of the rt database user
> 
> DB_RT_USER      =       rt
> 
> # Set this to the password used by the rt database user
> # *** Change This Before Installation***
> 
> DB_RT_PASS      =    password 
> 
> # }}}
> 
> # {{{ Web configuration 
> 
> # The user your webserver runs as. needed so that webrt can cache mason
> # objectcode
> 
> WEB_USER                        =       apache
> WEB_GROUP                       =       nobody
> 
> # }}}
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Thu Dec  6 16:24:05 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 6 Dec 2001 16:24:05 -0500
Subject: [rt-users] Mod_ssl and RT2? Possibly off-topic...
In-Reply-To: <000c01c17e9a$39482fa0$69285492@tivoli.com>; from cgilmore@tivoli.com on Thu, Dec 06, 2001 at 03:08:58PM -0600
References: <Pine.LNX.4.30.0107311306470.31585-100000@kilrathi.fretzel.net> <000c01c17e9a$39482fa0$69285492@tivoli.com>
Message-ID: <20011206162405.C797@pallas.fsck.com>

On Thu, Dec 06, 2001 at 03:08:58PM -0600, Christian Gilmore wrote:
> I continue to struggle with a mod_ssl-enabled RT2 (2.0.9) occasionally
> having connection troubles with internet explorer browsers (netscape here
> works fine). I've finally set my mod_ssl error level to debug, but I
> wonder if anyone has made progress on this problem?
 
Do you have your apache configured to force IE to http/1.0, per the default
apache config files? IE's HTTP/1.1 implementation gets really wacky
with regard to things like keep-alives.  In other situations (unrelated to RT)
I've had no end to trouble dealing with servinng secure content to users
running IE :/

> It wasn't so bad in earlier versions of RT2, but now that everything
> appears to be no-cache, forms that fail submission because of connection
> issues now have to be re-filled for another attempt. On a secondary note,
> would it be possible to pick and choose what content has the no-cache
> header(s) and what do not?

That would actually be rather difficult to pull off. What content _do_ you
want to cache?

> Thanks,
> Christian
> 
> -----------------
> Christian Gilmore
> Team Lead
> Web Infrastructure & Tools
> IBM Software Group
> 
> 
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Sanity
> > Sent: Tuesday, July 31, 2001 1:14 PM
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] Mod_ssl and RT2? Possibly off-topic...
> >
> >
> > Is anyone else using this setup and/or had problems with it?
> >
> > We have been using RT2 with Mod_ssl/Apache for about a week now and we
> > constantly get unable to find page error messages while using
> > RT. If you
> > hit back and then submit or refresh the page it usually
> > resolves the error
> > but is very annoying. As a test we switched RT2 back to a non-ssl
> > setup on the same server and now we no longer receive any
> > error messages.
> >
> > Log files show SSL connections being 'lost' or 'not connected'.
> >
> > System is Solaris 8 on Sparc platform Sun Netra T1.
> > Apache is 1.3.19 with mod_ssl, mod_perl (static module built
> > into apache),
> > mod_php4. Everything built from scratch on that server.
> >
> > System has plenty of RAM and disk and is not loaded at all.
> >
> > We do not have problems with any other pages on mod_ssl just
> > with RT2 on
> > mod_ssl.
> >
> >
> >
> >
> >
> >
> >
> >
> > _______________________________________________
> > 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
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From j.freeman at sporg.com  Thu Dec  6 16:50:51 2001
From: j.freeman at sporg.com (Jeremy Freeman)
Date: Thu, 6 Dec 2001 13:50:51 -0800
Subject: [rt-users] Mod_ssl and RT2? Possibly off-topic...
In-Reply-To: <20011206162405.C797@pallas.fsck.com>
Message-ID: <0EFDD4B425B6CE49899DA99A4B37BCA81F37@server01.staff.sporg.com>

Had the same problem here. Upgrading to Explorer 6 seemed to fix all the
strange problems.

--
Jeremy

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
Sent: Thursday, December 06, 2001 1:24 PM
To: Christian Gilmore
Cc: rt-users at lists.fsck.com; 'Sanity'
Subject: Re: [rt-users] Mod_ssl and RT2? Possibly off-topic...



On Thu, Dec 06, 2001 at 03:08:58PM -0600, Christian Gilmore wrote:
> I continue to struggle with a mod_ssl-enabled RT2 (2.0.9) occasionally
> having connection troubles with internet explorer browsers (netscape here
> works fine). I've finally set my mod_ssl error level to debug, but I
> wonder if anyone has made progress on this problem?

Do you have your apache configured to force IE to http/1.0, per the default
apache config files? IE's HTTP/1.1 implementation gets really wacky
with regard to things like keep-alives.  In other situations (unrelated to
RT)
I've had no end to trouble dealing with servinng secure content to users
running IE :/

> It wasn't so bad in earlier versions of RT2, but now that everything
> appears to be no-cache, forms that fail submission because of connection
> issues now have to be re-filled for another attempt. On a secondary note,
> would it be possible to pick and choose what content has the no-cache
> header(s) and what do not?

That would actually be rather difficult to pull off. What content _do_ you
want to cache?

> Thanks,
> Christian
>
> -----------------
> Christian Gilmore
> Team Lead
> Web Infrastructure & Tools
> IBM Software Group
>
>
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Sanity
> > Sent: Tuesday, July 31, 2001 1:14 PM
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] Mod_ssl and RT2? Possibly off-topic...
> >
> >
> > Is anyone else using this setup and/or had problems with it?
> >
> > We have been using RT2 with Mod_ssl/Apache for about a week now and we
> > constantly get unable to find page error messages while using
> > RT. If you
> > hit back and then submit or refresh the page it usually
> > resolves the error
> > but is very annoying. As a test we switched RT2 back to a non-ssl
> > setup on the same server and now we no longer receive any
> > error messages.
> >
> > Log files show SSL connections being 'lost' or 'not connected'.
> >
> > System is Solaris 8 on Sparc platform Sun Netra T1.
> > Apache is 1.3.19 with mod_ssl, mod_perl (static module built
> > into apache),
> > mod_php4. Everything built from scratch on that server.
> >
> > System has plenty of RAM and disk and is not loaded at all.
> >
> > We do not have problems with any other pages on mod_ssl just
> > with RT2 on
> > mod_ssl.
> >
> >
> >
> >
> >
> >
> >
> >
> > _______________________________________________
> > 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
>

--
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.

_______________________________________________
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http://lists.fsck.com/mailman/listinfo/rt-users
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From jesse at bestpractical.com  Thu Dec  6 17:38:45 2001
From: jesse at bestpractical.com (Jesse)
Date: Thu, 6 Dec 2001 17:38:45 -0500
Subject: [rt-users] [rt-announce] [Boston.pm] Tech Meeting Dec 11  (Updated) (from: rjk@linguist.thayer.dartmouth.edu)
Message-ID: <20011206173845.H2238@pallas.fsck.com>

If folks are in Boston and want to hear me blather on about RT internals, you're
certainly welcome to come to this month's Boston.pm meeting ;)

----- Forwarded message from Ronald J Kimball <rjk at linguist.thayer.dartmouth.edu> -----

Date: Thu, 6 Dec 2001 16:42:35 -0500
From: Ronald J Kimball <rjk at linguist.thayer.dartmouth.edu>
To: Boston Perl Mongers <boston-pm at happyfunball.pm.org>
Subject: [Boston.pm] Tech Meeting Dec 11  (Updated)
User-Agent: Mutt/1.3.22i

Updated announcement...


This month's Boston.pm Tech Meeting will be on Tuesday, December 11, at the
offices of Boston.com.  The meeting will begin at 7:30.

Jesse Vincent will be giving a presentation on RT.  Here's his blurb:

  RT is an enterprise-grade ticketing system built in perl.  It's used by a
  couple thousand sites around the world to track bugs, manage customer
  service, manage a NOC and even track sales leads.

  I suspect that folks would be more interested in seeing how RT is put
  together from the inside than that I rehash my "how to use the tool"
  schpiel.  It's on the order of 25,000 lines of OO Perl.  It's got a CLI
  frontend, an incoming mail gateway.  It has a web UI written in
  HTML::Mason.  It's got some automation to haul its dependencies down from
  CPAN in a slightly smarter way than vanilla CPAN prereqs.  It's got a
  plugin architecture so that local sites can drop in custom business logic
  without having to modify the core codebase.  Oh and it talks to an SQL
  database using DBIx::SearchBuilder to abstract out almost all of the
  database dependent behavior.

---


Afterwards, I'll have an obfuscation or some such to share.


Pizza and refreshments will be provided by Boston.com.  Directions to the
meeting are below.


As always, the tech meeting is free and open to everyone who wants to come.
Please RSVP to me if you plan on attending.


Ronald


For more information about Boston Perl Mongers, or to subscribe to our
mailing list, go to:
http://boston.pm.org/boston.html


boston.com
320 Congress Street
Boston, MA
02210

http://maps.yahoo.com/py/maps.py?Pyt=Tmap&addr=320+Congress+St&city=Boston&state=MA&zip=02210-1238&country=us&slt=42.351300&sln=-71.049600&mag=9&cs=9&name=Boston.com

Driving directions:

Directions from the South Shore:

Drive north on the expressway (Rt 93.) and take exit 20 (the Downtown
Boston/Chinatown/Mass Pike exit) and stay towards the left when on the exit
ramp. At the bottom of the exit ramp, take a left onto Kneeland Street and
then your first right onto Surface Road. Drive straight past South Station,
and past the Federal Reserve building, take a right onto Congress St. (At
the Congress Street turn there will be a shop Lannan Ship Model Gallery on
your right.) On Congress Street, drive straight over the bridge (passing
by the Boston Tea Party replica exhibit), past the Milk Bottle and the
Children's Museum. 320 Congress Street is on the left, the next building
after the Children's Museum.

Directions from the North Shore:

Drive south on the expressway (Rt. 93) and take exit 23, (the High
Street/Congress St exit.) The exit ramp puts you on Oliver Street. Take the
first left onto High Street, and then after a few streets take a left onto
Congress St. (It looks like two streets on the map I'm looking at, but I
don't think that it is counting a couple of very wide looking alleys.) Once
on Congress, do your best to keep to the right, since the intersection at
Surface Rd has two left turn only lanes. Drive straight past Lannan Ship
Model Gallery, straight over the bridge, past the Tea Party replica, and
past the Children's Museum. Boston.com is in the next building on the
left. 320 Congress St.

Parking info:

The cheapest for-pay parking in the evenings is the lot across the
street from Boston.com (I think it is a Kinney lot, evenings are a $6
flat rate.) The next least expensive parking lots are the $7 lots on
either Service Rd (a few blocks down from Boston.com on the left) or
the Northern Ave lots (Instead of the above driving directions, drive
to the Federal Courthouse and walk up Sleeper Street, Boston.com will
be at the corner of Sleeper and Congress on the left.) The parking lot
at the corner of Congress and Farnsworth is outrageously expensive at
any hour, as is the Farnsworth St Garage. 

For street parking, I think there are a few non-resident parking spaces
still on the block Boston.com is on, but it seems that they convert more
non-resident to resident spaces every week. More street parking is
available on Summer Street (the street parallel to Congress on the south)
and Dorchester Ave. (Not to be confused with the well known Dot Ave. This
one is just the short stretch of road that connects the Fort Point Post
Office to Three Cheers). There is also parking on East Service Road and
West Service Road. If you are looking for street parking I'd suggest
driving circles around Congress/Service/Summer/Dorchester or driving down
to E Service Rd/W Service Rd (around Anthony's Pier 4). If you park on
Summer St, walk towards Downtown Boston and look for the small downward
stairway on the last building before the bridge. That stairway will lead to
Congress St and help you avoid having to cross the bridge twice.


Public Transportation Directions:

If you take the commuter rail into South Station, exit from the doors on
the right (near the ticket counter), cross the street to the Federal
Reserve Building (the large white building with the metal sliding panels
which hide the gun turrets), take a right, and walk along Summer St. down
the sidewalk towards South Boston. At the set of lights with the the Post
Office towards your right, take a left on Dorchester Ave and walk one block
towards Congress St. Once you hit Congress St. cross the bridge and pass
the Tea Party Museam, the Milk Bottle and the Children's Museum. Boston.com
is in the next building after the Children's Museum.

Directions from the Red Line:

Try to navigate through the underground labyrinth to the "Museum
Wharf/Federal Reserve" exit. Go up the stairs and stand so you are facing
South Boston and your back is against the Downtown Crossing area. Once
above ground, find the subway entrance that I meant for you to leave from
and walk towards that one. (Unless you wind up at the one that exits right
into South Station itself, if so follow the commuter rail directions
above.) Walk down Summer with the Federal Reserve building on your left and
South Station on your right. When you get to the set of lights at the
corner of Summer and Dorchester (the Post Office is on your right), take a
left and walk one block towards Congress St. Once on Congress St, take a
right, walk over the bridge and pass the Tea Party Museum, The Milk Bottle,
and the Children's Museum. Boston.com is in the next building after the
Children's Museum.

Food info:

If you are planning on heading towards the Boston.com office first
and then picking up dinner or coffee (maybe a small snack to tide you
over until the tech meeting's pizzas are served), you will be severely
disappointed. Everthing on Congress and Summer Street closes by
5PM. Your best bet is either the South Station food court (which is
open until about 8PM), or along Summer Street heading toward Downtown
Crossing. (If you choose South Station, I recommend the Bourbon
Chicken.)


----- End forwarded message -----

-- 
jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

I have images of Marc in well worn combat fatigues, covered in mud, 
sweat and blood, knife in one hand and PSION int he other, being 
restrained by several other people, screaming "Let me at it! 
Just let me at it!"  Eichin standing calmly by with something 
automated, milspec, and likely recoilless.
				-xiphmont on opensource peer review

_______________________________________________
rt-announce mailing list
rt-announce at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-announce



From feargal at thecia.ie  Thu Dec  6 19:16:33 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Fri, 7 Dec 2001 00:16:33 +0000
Subject: [rt-users] Create Tix using CLI / Attach docs
In-Reply-To: <3C0FDBBB.3000E81E@ssww.com>
References: <3C0FDBBB.3000E81E@ssww.com>
Message-ID: <20011207001633.20120c46.feargal@thecia.ie>

Well the rt-2.0-bugs ticket (#906) I raised about it is still open.
I guess it's on the wishlist for now.

On Thu, 06 Dec 2001 15:57:31 -0500, Carrie Coy <ccoy at ssww.com> wrote:

> Would like to attach documents to tickets created using the CLI.   Found
> this tidbit in last May's archives.    Wondering what the status is now?
> 
> --
> Carrie Coy
> 
> >>> known bug. slated for beta 3.
> 
> 
> 
> On Fri, May 04, 2001 at 01:36:30PM +0200, mixo wrote:
> > How do you create tickets that actually have content, like
> attachments,
> > from the
> > commandline?
> >
> >
> 


-- 
Feargal Reilly,                        | Communications House, 
Systems Administrator.                 | 1a Lower Pembroke Street,
The CIA - http://www.thecia.ie/        | Dublin 2,
Ph: +353-1-6768230 Fax: +353-1-6767720 | Ireland.

PGP fingerprint: 9EA0 F62E 2345 6062 E522 00F2 31D0 B1B0 D678 96DB

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From khera at kcilink.com  Thu Dec  6 21:06:05 2001
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 6 Dec 2001 21:06:05 -0500
Subject: [rt-users] Mod_ssl and RT2? Possibly off-topic...
In-Reply-To: <20011206162405.C797@pallas.fsck.com>
References: <Pine.LNX.4.30.0107311306470.31585-100000@kilrathi.fretzel.net>
	<000c01c17e9a$39482fa0$69285492@tivoli.com>
	<20011206162405.C797@pallas.fsck.com>
Message-ID: <15376.9229.68543.455325@yertle.kciLink.com>

>>>>> "JV" == Jesse Vincent <jesse at bestpractical.com> writes:

JV> Do you have your apache configured to force IE to http/1.0, per the default
JV> apache config files? IE's HTTP/1.1 implementation gets really wacky
JV> with regard to things like keep-alives.  In other situations (unrelated to RT)
JV> I've had no end to trouble dealing with servinng secure content to users
JV> running IE :/

Force IE to use SSLv2, or upgrade your IE to 5.5 or newer.  We had
issues with one customer and that solved it.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Vivek Khera, Ph.D.                Khera Communications, Inc.
Internet: khera at kciLink.com       Rockville, MD       +1-240-453-8497
AIM: vivekkhera Y!: vivek_khera   http://www.khera.org/~vivek/



From mkalastro at soe.ucsc.edu  Thu Dec  6 21:29:16 2001
From: mkalastro at soe.ucsc.edu (Matthew Kalastro)
Date: Thu,  6 Dec 2001 18:29:16 -0800
Subject: [rt-users] external database lookup failing in rt-mailgate
Message-ID: <20011206182917-r01010700-22afbbb4-0921-010c@128.114.55.182>

Hiya,

I've set $LookupSenderInExternalDatabase and $SenderMustExistInExternalDatabase
to 1 in my config.pm.  I'm using the stock LookupExternalUserInfo subroutine
(the one that always returns 1, and the user info from the email).  But I keep
getting

    RT couldn't find requestor via its external database lookup

error messages, and no new messages in the targeted queue.  If I turn off
$LookupSenderInExternalDatabase and $SenderMustExistInExternalDatabase the
messages get entered fine.

What am I missing?  Any help appreciated.

Thanks,
Matthew

--
Matthew Kalastro
Webmaster
Baskin School of Engineering
Basking Engineering 138
Univ. of Calif., Santa Cruz
1156 High St.
Santa Cruz, CA 95060
(831) 459-5354



From dwayne at activebuddy.com  Thu Dec  6 21:38:16 2001
From: dwayne at activebuddy.com (Dwayne Fontenot)
Date: Thu, 6 Dec 2001 18:38:16 -0800 (PST)
Subject: [rt-users] how do I install insert_condition.pl?
Message-ID: <200112070238.fB72cGU21878@penguin.activebuddy.com>

Hi,

I've read the docs (blank) and searched the archives (question asked but
not answered satisfactorily, yes I looked at the perldoc for
RT::Condition::Generic, and it did not answer my question).

Extremely simple question:

I am running 2.0.9.

I downloaded the following 2 files from the contib archive for 2.0:

OwnerChange.pm  insert_condition.pl

How do I install them?

Dwayne



From mick at multinet.no  Fri Dec  7 02:46:08 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Fri, 07 Dec 2001 08:46:08 +0100
Subject: [rt-users] Multiple RT2 instances on the same host?
Message-ID: <3C1073C0.6070105@multinet.no>

Hi!

Can i run multiple instances of RT2 under the same apache on the same host?
If so, how do i solve it?
Seem to be a problem with Mason..

[root at ticket docs]# /web/www/bin/apachectl start
Subroutine SetContentType redefined at /web/rt2/tore/bin/webmux.pl line 88.
Subroutine CGIObject redefined at /web/rt2/tore/bin/webmux.pl line 93.
Subroutine handler redefined at /web/rt2/tore/bin/webmux.pl line 122.
/web/www/bin/apachectl start: httpd started
[root at ticket docs]#


Best Regards
Tore




----------------------------------------------------------
   Secure your mail with MultiNet AS - www.multinet.no
----------------------------------------------------------
This mail has been scanned for viruses by moya.multinet.no 
using AmaVis-Perl-11 with the following virus engines:
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From ian at assv.net  Fri Dec  7 09:27:23 2001
From: ian at assv.net (Ian D)
Date: 07 Dec 2001 15:27:23 +0100
Subject: [rt-users] Users in an LDAP database
Message-ID: <m24rn3xfzo.fsf@dominatrix.lackflicka.nu>

We've got an LDAP database here where employees' login information is
kept. Can I use it in any way to grant all employees access to RT's
web frontend?
-- 
/Ian D
ian at assv.net




From jdoyle at traxit.com  Fri Dec  7 11:17:20 2001
From: jdoyle at traxit.com (Jim Doyle)
Date: Fri, 7 Dec 2001 11:17:20 -0500
Subject: [rt-users] why are my requestors are receiving comments?
Message-ID: <NEBBLOGPKDMMGOAPDMJJOEOKCKAA.jdoyle@traxit.com>

Does anyone know why my requestors are receiving comments?

The only comment related scrip I have configured is the following:
 OnComment NotifyAllWatchersAsComment with template AdminComment 

My other scrips are:
 OnCreate AutoreplyToRequestors with template Autoreply  
 OnCreate NotifyAllWatchers with template NewTicketNotify  
 OnCorrespond NotifyAllWatchers with template Correspondence  
 OnResolve NotifyAllWatchers with template Resolved  

I am using RT 2.0.8 on a RedHat 7.1 system. I use sendmail as the MTA.

Thanks,
Jim 



From mdisney at ecdev.fedex.com  Fri Dec  7 11:45:06 2001
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Fri, 07 Dec 2001 10:45:06 -0600
Subject: [rt-users] why are my requestors are receiving comments? 
In-Reply-To: <NEBBLOGPKDMMGOAPDMJJOEOKCKAA.jdoyle@traxit.com> 
References: <NEBBLOGPKDMMGOAPDMJJOEOKCKAA.jdoyle@traxit.com>
Message-ID: <200112071645.fB7Gj6g28753@nfsb.ecdev.fedex.com>

Won't "NotifyAllWatchersAsComment" notify _all_ watchers including
the Requestors? 

Matt

"Jim Doyle" writes:
>Does anyone know why my requestors are receiving comments?
>
>The only comment related scrip I have configured is the following:
> OnComment NotifyAllWatchersAsComment with template AdminComment 
>
>My other scrips are:
> OnCreate AutoreplyToRequestors with template Autoreply  
> OnCreate NotifyAllWatchers with template NewTicketNotify  
> OnCorrespond NotifyAllWatchers with template Correspondence  
> OnResolve NotifyAllWatchers with template Resolved  
>
>I am using RT 2.0.8 on a RedHat 7.1 system. I use sendmail as the MTA.
>
>Thanks,
>Jim 
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>



From jesse at bestpractical.com  Fri Dec  7 13:58:33 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 7 Dec 2001 13:58:33 -0500
Subject: [rt-users] Multiple RT2 instances on the same host?
In-Reply-To: <3C1073C0.6070105@multinet.no>; from mick@multinet.no on Fri, Dec 07, 2001 at 08:46:08AM +0100
References: <3C1073C0.6070105@multinet.no>
Message-ID: <20011207135833.F10604@pallas.fsck.com>

You need to run the instances on seperate apache httpds OR use the fastcgi
handler, rather than the mod_perl handler.


On Fri, Dec 07, 2001 at 08:46:08AM +0100, Tore Micaelsen wrote:
> Hi!
> 
> Can i run multiple instances of RT2 under the same apache on the same host?
> If so, how do i solve it?
> Seem to be a problem with Mason..
> 
> [root at ticket docs]# /web/www/bin/apachectl start
> Subroutine SetContentType redefined at /web/rt2/tore/bin/webmux.pl line 88.
> Subroutine CGIObject redefined at /web/rt2/tore/bin/webmux.pl line 93.
> Subroutine handler redefined at /web/rt2/tore/bin/webmux.pl line 122.
> /web/www/bin/apachectl start: httpd started
> [root at ticket docs]#
> 
> 
> Best Regards
> Tore
> 
> 
> 
> 
> ----------------------------------------------------------
>    Secure your mail with MultiNet AS - www.multinet.no
> ----------------------------------------------------------
> This mail has been scanned for viruses by moya.multinet.no 
> using AmaVis-Perl-11 with the following virus engines:
> Kaspersky Labs, F-Secure, Sophos and Innoculate with
> virus signaturefiles checked and updated every hour.
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From john.castillo at cnp-tech.com  Fri Dec  7 20:02:03 2001
From: john.castillo at cnp-tech.com (John Castillo)
Date: 07 Dec 2001 17:02:03 -0800
Subject: [rt-users] Adding a new Scrip Action to RT2
Message-ID: <1007773323.26764.15.camel@playpen.amplified.com>

doh!  nothing in docs...

i've pieced together something in etc/insertdata.  i tried to add the
Action i wrote into that file, but it doesn't show up as a drop down
menu option in the Queues/Scripts webpage.  am i also supposed to jump
into mysql and add my new Action there?  help!  has anyone done this... 

john.






From Rich.West at wesmo.com  Fri Dec  7 22:02:54 2001
From: Rich.West at wesmo.com (Rich West)
Date: Fri, 07 Dec 2001 22:02:54 -0500
Subject: [rt-users] Re: DB problem?
References: <200112061136.fB6BagE04076@router.wurley.vpn> <20011206113230.K2251@pallas.fsck.com> <3C0FC963.2010201@wesmo.com> <3C0FD852.4090304@wesmo.com> <3C0FD985.6070204@wesmo.com> <3C0FDB9D.9080400@wesmo.com> <20011206162500.D797@pallas.fsck.com>
Message-ID: <3C1182DE.5070203@wesmo.com>

No..no.. don't tell me that.. pleeease.

Hrmm.. ok.. After a series of tests, I now know that:
o I cannot add Requestors or CC's as "Current Watchers" to a ticket.
o I CAN add Administrative CC's, but only a select set of addresses 
(mine not being one of them).

This certainly isn't making me feel good..

Is there an easy way to turn up the debugging somewhere?  I am not 
getting any errors from httpd...

Better yet, is there *any* way to recover from this without loss of 
data?  Is there a way to rebuild the database, and jam all of the ticket 
contents back in without bringing over the corruption (if there is any)?

Hey.. wait a sec.. I just realized that I am seeing this same problem at 
another client.. Grrr.. it cannot be two cases of corruption.

I'm running 2.0.9 pretty much right out of the box.  No hacks or changes 
or anything that I am aware of..

-Rich




Jesse Vincent wrote:

>Two thoughts: 
>	1) It could be ACLs
>	2) it could be mysql corruption
>
>	-j
>
>
>On Thu, Dec 06, 2001 at 03:57:01PM -0500, Rich West wrote:
>
>>With this strange email problem I just experienced, it seems that the 
>>"requestor" part of the ticket I was testing with got corrupted in some way.
>>
>>For some reason, I could not add anyone as a requestor (still can't .. 
>>at least, not to this ticket).  I ended up having to force the entry 
>>into the "Watchers" table within the DB, which wasn't all that comforting..
>>
>>Actually, the problem I am having is that I cannot any new watchers (of 
>>any type) to any ticket..  When I try, and hit "Save Changes", it 
>>updates the screen as it usually would, but doesn't display the normal 
>>"Results" table, and the settings for the queue watchers have not changed.
>>
>>I'm running a very-standard 2.0.9 version of RT..
>>
>

-- 
Richard West                   $14.95 Registrations      mailto:rwest at wesmo.com
Wesmo Computer Services        .com .net .org .tv .cc    http://www.wesmo.com
Full Domain & Web Hosting      .BIZ .INFO & MORE!!      






From wozz+rt at wookie.net  Sat Dec  8 07:07:04 2001
From: wozz+rt at wookie.net (Wozz)
Date: Sat, 8 Dec 2001 05:07:04 -0700
Subject: [rt-users] Adding a new Scrip Action to RT2
In-Reply-To: <1007773323.26764.15.camel@playpen.amplified.com>; from john.castillo@cnp-tech.com on Fri, Dec 07, 2001 at 05:02:03PM -0800
References: <1007773323.26764.15.camel@playpen.amplified.com>
Message-ID: <20011208050703.S25263@luvewe.bonch.org>

On Fri, Dec 07, 2001 at 05:02:03PM -0800, John Castillo wrote:
> doh!  nothing in docs...
> 
> i've pieced together something in etc/insertdata.  i tried to add the
> Action i wrote into that file, but it doesn't show up as a drop down
> menu option in the Queues/Scripts webpage.  am i also supposed to jump
> into mysql and add my new Action there?  help!  has anyone done this... 
> 
> john.
> 

I'm in the same situation.  It would seem to be the answer to a lot of the
stuff I need RT to do, but unfortunately is almost completely undocumented.




From gregs at Intellstat.com  Sat Dec  8 19:44:11 2001
From: gregs at Intellstat.com (Greg Smythe)
Date: Sat, 8 Dec 2001 16:44:11 -0800 
Subject: [rt-users] Status change from open to open
Message-ID: <41257DB9CD3CD311BE92006008A52B2522EE23@mail.intellstat.com>

Hello --

For some reason when a requestor mails in some correspondence to an open
ticket, I see an event "RT_System - Status changed from open to open" every
time.


Searching the list archives finds
http://lists.fsck.com/pipermail/rt-users/2001-August/003649.html
<http://lists.fsck.com/pipermail/rt-users/2001-August/003649.html> , the
same problem, but there wasn't a resolution.

I'm running 2.0.8, mysql db on a rh 7.1. everything else works fine :)



TIA
-=-=-=-=-=-=-=-=-=-=-=-=-=-
Greg Smythe
SysAdmin
Intellstat Communications
WA State Resident



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From jesse at bestpractical.com  Sat Dec  8 20:23:10 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 8 Dec 2001 20:23:10 -0500
Subject: [rt-users] Status change from open to open
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2522EE23@mail.intellstat.com>; from gregs@Intellstat.com on Sat, Dec 08, 2001 at 04:44:11PM -0800
References: <41257DB9CD3CD311BE92006008A52B2522EE23@mail.intellstat.com>
Message-ID: <20011208202310.I10604@pallas.fsck.com>

That was fixed in 2.0.9.


On Sat, Dec 08, 2001 at 04:44:11PM -0800, Greg Smythe wrote:
> Hello --
> 
> For some reason when a requestor mails in some correspondence to an open
> ticket, I see an event "RT_System - Status changed from open to open" every
> time.
> 
> 
> Searching the list archives finds
> http://lists.fsck.com/pipermail/rt-users/2001-August/003649.html
> <http://lists.fsck.com/pipermail/rt-users/2001-August/003649.html> , the
> same problem, but there wasn't a resolution.
> 
> I'm running 2.0.8, mysql db on a rh 7.1. everything else works fine :)
> 
> 
> 
> TIA
> -=-=-=-=-=-=-=-=-=-=-=-=-=-
> Greg Smythe
> SysAdmin
> Intellstat Communications
> WA State Resident
> 
> 
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Sun Dec  9 14:54:24 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 9 Dec 2001 14:54:24 -0500
Subject: [rt-users] Re-enable a queue??
In-Reply-To: <DKEPICGGEGFEBGNMNBHPEEICCCAA.rmitzel@peer1.net>; from rmitzel@peer1.net on Wed, Nov 14, 2001 at 10:38:55AM -0800
References: <DKEPICGGEGFEBGNMNBHPEEICCCAA.rmitzel@peer1.net>
Message-ID: <20011209145424.Q10604@pallas.fsck.com>

FWIW, RT 2.0.9 exposed UI to make this easy and obvious.

	-j


On Wed, Nov 14, 2001 at 10:38:55AM -0800, Rob Mitzel wrote:
> Hi everyone,
> 
> Quick question.  My computer slowed down today, and I accidently unchecked
> the "enable" box on a queue in configuration.  Is there any way to re-enable
> it?  I can't find a way!  Help!! :)
> 
> Thanks in advance!
> 
> -Rob.
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Sun Dec  9 14:57:37 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 9 Dec 2001 14:57:37 -0500
Subject: [rt-users] how do I install insert_condition.pl?
In-Reply-To: <200112070238.fB72cGU21878@penguin.activebuddy.com>; from dwayne@activebuddy.com on Thu, Dec 06, 2001 at 06:38:16PM -0800
References: <200112070238.fB72cGU21878@penguin.activebuddy.com>
Message-ID: <20011209145737.R10604@pallas.fsck.com>

So. you check insert_condition.pm over for site customization that needs 
to happen. then you execute it as root.  drop the .pm file in lib/RT/Condition

	-jesse


On Thu, Dec 06, 2001 at 06:38:16PM -0800, Dwayne Fontenot wrote:
> 
> Hi,
> 
> I've read the docs (blank) and searched the archives (question asked but
> not answered satisfactorily, yes I looked at the perldoc for
> RT::Condition::Generic, and it did not answer my question).
> 
> Extremely simple question:
> 
> I am running 2.0.9.
> 
> I downloaded the following 2 files from the contib archive for 2.0:
> 
> OwnerChange.pm  insert_condition.pl
> 
> How do I install them?
> 
> Dwayne
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From matt at nothingreal.com  Thu Dec  6 22:09:26 2001
From: matt at nothingreal.com (Matt Plec)
Date: Thu, 6 Dec 2001 19:09:26 -0800
Subject: [rt-users] how do I install insert_condition.pl?
In-Reply-To: <200112070238.fB72cGU21878@penguin.activebuddy.com>
Message-ID: <007a01c17ecc$94b2ab90$950200c0@monty.nothingreal.com>

Hi Dwayne -

I was similarly puzzled. It turned out to be pretty easy. Here's what
I did:

put OwnerChange.pm in rt2/lib/RT/Condition/

and then added a row to the ScripCondiditions table with the values in
insert_condition.pl which seems to just be a convenience script to do
it for you. Doing it by hand does not seem to have caused any problems
for me; my OnOwnerChange scrips are firing as expected.

Matt.


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Dwayne Fontenot
> Sent: Thursday, December 06, 2001 6:38 PM
> To: rt-users at lists.fsck.com
> Cc: Dwayne Fontenot (ab)
> Subject: [rt-users] how do I install insert_condition.pl?
>
>
>
> Hi,
>
> I've read the docs (blank) and searched the archives
> (question asked but
> not answered satisfactorily, yes I looked at the perldoc for
> RT::Condition::Generic, and it did not answer my question).
>
> Extremely simple question:
>
> I am running 2.0.9.
>
> I downloaded the following 2 files from the contib archive for 2.0:
>
> OwnerChange.pm  insert_condition.pl
>
> How do I install them?
>
> Dwayne
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From david at tnyb.org  Sun Dec  9 18:10:57 2001
From: david at tnyb.org (david at tnyb.org)
Date: 9 Dec 2001 15:10:57 -0800
Subject: [rt-users] Mailed in requests not getting an autoreply
Message-ID: <20011209231057.25650.cpmta@c001.snv.cp.net>

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From john.m at mccreight.com  Sun Dec  9 21:25:16 2001
From: john.m at mccreight.com (John "Dalrain" McCreight)
Date: Sun, 9 Dec 2001 21:25:16 -0500
Subject: [rt-users] RT use with SuSE 7.3
Message-ID: <NFBBKMHECLJIIIOANGKIAEOOCAAA.john.m@mccreight.com>

Hello all,

I hate to message the list with a technical question first off, but I've
really gotten stumped here.  Thanks in advance for putting up with a (sort
of) newbie.  And definite newbie to RT.  At any rate, on with the problem..

My problem is occuring during compilation for installation.  I went ahead
and followed the great instructions on the page and changed the neccesary
things in the Makefile.  A point of interest here is that it only has one
path for MySQL variables, so I went ahead and set that to /var/lib/mysql
(which is where mysql keeps it's databases) and then proceded to symlink
mysql and mysqladmin from a bin directory in there.  This seemed to get
everything going happy on that end.  I then went ahead and added the group
rt, no problem there so far as I could tell.  The make appeared to be
running along smoothly, but then I got the error that follows in the output
snippet below.  Forgive me if it's rather newbieish, but I'm not entirely
sure what to make of the error myself.

[Begin Snippet]

chown -R wwwrun         //usr/local/rt2/WebRT/data \
                        //usr/local/rt2/WebRT/sessiondata
chgrp -R nogroup        //usr/local/rt2/WebRT/data \
                        //usr/local/rt2/WebRT/sessiondata
cp -rp ./tools/insertdata \
         //usr/local/rt2/etc
/usr/bin/perl -p -i -e " s'!!RT_ETC_PATH!!'/usr/local/rt2/etc'g;\
                   s'!!RT_LIB_PATH!!'/usr/local/rt2/lib'g;"\
        //usr/local/rt2/etc/insertdata
/usr/bin/perl /usr/local/rt2/etc/insertdata
Creating system user...done.
Can't write to '/var/log/rt2/rt.log.21563.0': No such file or directory at
/usr/
lib/perl5/site_perl/5.6.1/Log/Dispatch/File.pm line 68.
make: *** [insert] Error 2

[End Snippet]

Thank you in advance for any help you can give me.  SuSE runs well for us,
but gives me a headache sometimes...I hope your distros treat you a little
more kindly as far as this stuff goes.

Regards,

John




From jesse at bestpractical.com  Sun Dec  9 21:51:13 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 9 Dec 2001 21:51:13 -0500
Subject: [rt-users] RT use with SuSE 7.3
In-Reply-To: <NFBBKMHECLJIIIOANGKIAEOOCAAA.john.m@mccreight.com>; from john.m@mccreight.com on Sun, Dec 09, 2001 at 09:25:16PM -0500
References: <NFBBKMHECLJIIIOANGKIAEOOCAAA.john.m@mccreight.com>
Message-ID: <20011209215113.T10604@pallas.fsck.com>

Do you have /var/lib/rt2 writable by members of group rt? 


On Sun, Dec 09, 2001 at 09:25:16PM -0500, John Dalrain McCreight wrote:
> 
> Hello all,
> 
> I hate to message the list with a technical question first off, but I've
> really gotten stumped here.  Thanks in advance for putting up with a (sort
> of) newbie.  And definite newbie to RT.  At any rate, on with the problem..
> 
> My problem is occuring during compilation for installation.  I went ahead
> and followed the great instructions on the page and changed the neccesary
> things in the Makefile.  A point of interest here is that it only has one
> path for MySQL variables, so I went ahead and set that to /var/lib/mysql
> (which is where mysql keeps it's databases) and then proceded to symlink
> mysql and mysqladmin from a bin directory in there.  This seemed to get
> everything going happy on that end.  I then went ahead and added the group
> rt, no problem there so far as I could tell.  The make appeared to be
> running along smoothly, but then I got the error that follows in the output
> snippet below.  Forgive me if it's rather newbieish, but I'm not entirely
> sure what to make of the error myself.
> 
> [Begin Snippet]
> 
> chown -R wwwrun         //usr/local/rt2/WebRT/data \
>                         //usr/local/rt2/WebRT/sessiondata
> chgrp -R nogroup        //usr/local/rt2/WebRT/data \
>                         //usr/local/rt2/WebRT/sessiondata
> cp -rp ./tools/insertdata \
>          //usr/local/rt2/etc
> /usr/bin/perl -p -i -e " s'!!RT_ETC_PATH!!'/usr/local/rt2/etc'g;\
>                    s'!!RT_LIB_PATH!!'/usr/local/rt2/lib'g;"\
>         //usr/local/rt2/etc/insertdata
> /usr/bin/perl /usr/local/rt2/etc/insertdata
> Creating system user...done.
> Can't write to '/var/log/rt2/rt.log.21563.0': No such file or directory at
> /usr/
> lib/perl5/site_perl/5.6.1/Log/Dispatch/File.pm line 68.
> make: *** [insert] Error 2
> 
> [End Snippet]
> 
> Thank you in advance for any help you can give me.  SuSE runs well for us,
> but gives me a headache sometimes...I hope your distros treat you a little
> more kindly as far as this stuff goes.
> 
> Regards,
> 
> John
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From pdh at snapgear.com  Sun Dec  9 22:01:59 2001
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 10 Dec 2001 13:01:59 +1000
Subject: [rt-users] RT use with SuSE 7.3
In-Reply-To: <NFBBKMHECLJIIIOANGKIAEOOCAAA.john.m@mccreight.com>
References: <NFBBKMHECLJIIIOANGKIAEOOCAAA.john.m@mccreight.com>
Message-ID: <20011210130159.A6647@moreton.com.au>

John Dalrain McCreight wrote:
> Can't write to '/var/log/rt2/rt.log.21563.0': No such file or directory at
> /usr/
> lib/perl5/site_perl/5.6.1/Log/Dispatch/File.pm line 68.

Tried:

mkdir /var/log/rt2

?



From ian at assv.net  Mon Dec 10 08:31:12 2001
From: ian at assv.net (Ian D)
Date: 10 Dec 2001 14:31:12 +0100
Subject: [rt-users] Loops / not catching id
Message-ID: <m2bsh7rylb.fsf@dominatrix.lackflicka.nu>

I'm getting some interesting loops here. When replying to a mail sent
from a customer, I added our stamp, [roxen.com #37], to the
subject. Next thing I see is a create message saying "Hi, your new
ticket id is [roxen.com #38].

What could be causing this? This is from traffic on our support alias,
where RT is now listening (we added this just today). Another thing we
added just today is the scrip "OnCreate AutoreplyToRequestors with
template Autoreply", at the same time we have "OnCreate NotifyAdminCcs
with template Autoreply". Possible conflict?
-- 
/Ian D
ian at assv.net




From ian at assv.net  Mon Dec 10 08:56:44 2001
From: ian at assv.net (Ian D)
Date: 10 Dec 2001 14:56:44 +0100
Subject: [rt-users] Loops / not catching id
In-Reply-To: <20011210085254.U10604@pallas.fsck.com>
References: <m2bsh7rylb.fsf@dominatrix.lackflicka.nu>
	<20011210085254.U10604@pallas.fsck.com>
Message-ID: <m23d2jrxer.fsf@dominatrix.lackflicka.nu>

Jesse Vincent <jesse at bestpractical.com> writes:

> So you end up with mail with a subject line that looks like
> Subject: [roxen.com #37] [roxen.com #38] Blah blah blah 

> ?That sounds like you've got some unwanted whitespace in $rtname.

It's worked so far. I'll see if I can provoke this bug again.


> > I'm getting some interesting loops here. When replying to a mail sent
> > from a customer, I added our stamp, [roxen.com #37], to the
> > subject. Next thing I see is a create message saying "Hi, your new
> > ticket id is [roxen.com #38].
> > 
> > What could be causing this? This is from traffic on our support alias,
> > where RT is now listening (we added this just today). Another thing we
> > added just today is the scrip "OnCreate AutoreplyToRequestors with
> > template Autoreply", at the same time we have "OnCreate NotifyAdminCcs
> > with template Autoreply". Possible conflict?

-- 
/Ian D
ian at assv.net




From ian at assv.net  Mon Dec 10 08:38:03 2001
From: ian at assv.net (Ian D)
Date: 10 Dec 2001 14:38:03 +0100
Subject: [rt-users] Merge tickets
Message-ID: <m27krvry9w.fsf@dominatrix.lackflicka.nu>

Is there a way to merge the contents of one ticket into another?
-- 
/Ian D
ian at assv.net




From jesse at bestpractical.com  Mon Dec 10 08:52:54 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 10 Dec 2001 08:52:54 -0500
Subject: [rt-users] Loops / not catching id
In-Reply-To: <m2bsh7rylb.fsf@dominatrix.lackflicka.nu>; from ian@assv.net on Mon, Dec 10, 2001 at 02:31:12PM +0100
References: <m2bsh7rylb.fsf@dominatrix.lackflicka.nu>
Message-ID: <20011210085254.U10604@pallas.fsck.com>

So you end up with mail with a subject line that looks like

Subject: [roxen.com #37] [roxen.com #38] Blah blah blah 

?That sounds like you've got some unwanted whitespace in $rtname.

	-j


On Mon, Dec 10, 2001 at 02:31:12PM +0100, Ian D wrote:
> I'm getting some interesting loops here. When replying to a mail sent
> from a customer, I added our stamp, [roxen.com #37], to the
> subject. Next thing I see is a create message saying "Hi, your new
> ticket id is [roxen.com #38].
> 
> What could be causing this? This is from traffic on our support alias,
> where RT is now listening (we added this just today). Another thing we
> added just today is the scrip "OnCreate AutoreplyToRequestors with
> template Autoreply", at the same time we have "OnCreate NotifyAdminCcs
> with template Autoreply". Possible conflict?
> -- 
> /Ian D
> ian at assv.net
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Mon Dec 10 10:54:34 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 10 Dec 2001 10:54:34 -0500
Subject: [rt-users] Merge tickets
In-Reply-To: <m27krvry9w.fsf@dominatrix.lackflicka.nu>; from ian@assv.net on Mon, Dec 10, 2001 at 02:38:03PM +0100
References: <m27krvry9w.fsf@dominatrix.lackflicka.nu>
Message-ID: <20011210105434.Z10604@pallas.fsck.com>

Click on "Links" at the top of the page or the header for "Relationships" section.


On Mon, Dec 10, 2001 at 02:38:03PM +0100, Ian D wrote:
> Is there a way to merge the contents of one ticket into another?
> -- 
> /Ian D
> ian at assv.net
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From ian at assv.net  Mon Dec 10 11:23:37 2001
From: ian at assv.net (Ian D)
Date: 10 Dec 2001 17:23:37 +0100
Subject: [rt-users] Merge tickets
In-Reply-To: <20011210105434.Z10604@pallas.fsck.com>
References: <m27krvry9w.fsf@dominatrix.lackflicka.nu>
	<20011210105434.Z10604@pallas.fsck.com>
Message-ID: <m2y9kbqc1i.fsf@dominatrix.lackflicka.nu>

Jesse Vincent <jesse at bestpractical.com> writes:

> On Mon, Dec 10, 2001 at 02:38:03PM +0100, Ian D wrote:
> > Is there a way to merge the contents of one ticket into another?

> Click on "Links" at the top of the page or the header for
> "Relationships" section.

Thanks.
-- 
/Ian D
ian at assv.net




From john.castillo at cnp-tech.com  Mon Dec 10 13:56:50 2001
From: john.castillo at cnp-tech.com (John Castillo)
Date: 10 Dec 2001 10:56:50 -0800
Subject: [rt-users] Adding a new Scrip Action to RT2
In-Reply-To: <20011208050703.S25263@luvewe.bonch.org>
References: <1007773323.26764.15.camel@playpen.amplified.com>
	<1007773323.26764.15.camel@playpen.amplified.com>
Message-ID: <1008010610.10257.9.camel@playpen.amplified.com>

yeah i found the insert_condition.pl from the contrib section.  had some
trouble on friday changing it to insert_action... looks like it makes
some DB connection and adds a row to the ScripActions table... will have
to look at it more today... i'll let you know what i find.

john

On Sat, 2001-12-08 at 10:12, Damian Gerow wrote:
> 
> > > doh!  nothing in docs...
> > >
> > > i've pieced together something in etc/insertdata.  i tried to add the
> > > Action i wrote into that file, but it doesn't show up as a drop down
> > > menu option in the Queues/Scripts webpage.  am i also supposed to jump
> > > into mysql and add my new Action there?  help!  has anyone done this...
> > >
> > > john.
> > >
> >
> >I'm in the same situation.  It would seem to be the answer to a lot of the
> >stuff I need RT to do, but unfortunately is almost completely undocumented.
> 
> Try checking out the contributions and addons -- there's an 
> insert<something or other>.pl that should show you how to do it.
> 
> 





From rfedoriuk at rnm.ca  Mon Dec 10 14:43:37 2001
From: rfedoriuk at rnm.ca (Richard Fedoriuk)
Date: Mon, 10 Dec 2001 14:43:37 -0500
Subject: [rt-users] WebExternalAuth in config.pm
In-Reply-To: <000b01c17e99$9c669870$69285492@tivoli.com>
Message-ID: <007001c181b2$f62fbcd0$d0fb030a@mhpublishing.com>

Hi Christian...

still plugging away here,

re: "... > '$REMOTE_USER has been set to the same user...'

     How did you verify this variable's setting?..."

this might be the crux... I setup an 'env.pl' script and ran it,
there is no "REMOTE_USER" listing in the result...

at first, I just set REMOTE_USER in the profiles for root and
nobody... d-uh that didn't work... tried setting it using a
<Perl> tag in httpd.conf... nope

any suggestions how this can be set? the AuthUserFile etc is working
at the browser level (with additions as you pointed out), but still
no access via my external cgi-script...

again, appreciate your help very much,

 - Richard
 __________________________________________________
  Richard Fedoriuk
  Build Manager
  Rogers iMedia
  Ph: (416) 642-4826
  rfedoriuk at imedia.rogers.com


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Christian Gilmore
Sent: Thursday, December 06, 2001 4:05 PM
To: rfedoriuk at rnm.ca
Cc: 'Rt-Users'
Subject: RE: [rt-users] WebExternalAuth in config.pm


Richard,

Yes, I successfully use external authentication with RT. I actually use an
external LDAP instead of a local file, but the behavior on RT's side
should be identical as this difference is at a lower layer.

>   <VirtualHost 10.3.251.166>
>      DocumentRoot /opt/rt2/WebRT/html
>      ServerName localhost
>      PerlModule Apache::DBI
>      PerlFreshRestart On
>      PerlRequire /opt/rt2/bin/webmux.pl
>
>      <Directory /opt/rt2/WebRT/html>
>        AuthUserFile /opt/rt2/rtremote
>        require valid-user
>      </Directory>
>
>      <Location />
>       SetHandler perl-script
>       PerlHandler RT::Mason
>      </Location>
>   </VirtualHost>

Perhaps you submitted an abridged version of your configuration file, but
AuthName and AuthType are required directives.

> $REMOTE_USER has been set to the same user...

How did you verify this variable's setting?

Regards,
Christian

-----------------
Christian Gilmore
Team Lead
Web Infrastructure & Tools
IBM Software Group


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users




From richard.soderberg at databuilt.com  Mon Dec 10 14:56:23 2001
From: richard.soderberg at databuilt.com (Richard Soderberg)
Date: Mon, 10 Dec 2001 14:56:23 -0500
Subject: [rt-users] [DOC] Using Mail::Audit with RT.
Message-ID: <245D3383FB8F0C469218514273488A270383E7@hh-nts01.databuilt.com>

I've just been shown a solution for using Mail::Audit to communicate
with RT; with proper regexen, you could configure an RT mailgate through
any mail daemon that supports a .forward file, without having access to
or modifying the MTA configuration.  Yay Simon :)

if ($to =~ /rt\+(w+)@crystalflame.net/) { # mail to
rt+queuename at crystalflame.net
	# is sent as correspondence into queuename
	$item->pipe("/opt/rt2/bin/rt-mailgate --queue $1 --action
correspond");
}

This is slighty modified from the original:

if ($to =~ /rt-(\w+)@simon-cozens.org/) { # It's for RT.
	$item->pipe("/opt/rt2/bin/rt-mailgate --queue $1 --action
correspond");
}

since my mail daemon parses 'rt+foo' as being destined for the user
'rt', by default (sendmail).

With a bit of tweaking of the above regex, I can send mail to
rs+rt-tasks-correspond at crystalflame.net to add correspondence to the
'tasks' queue. for instance.

Just thought I'd share the info.

R.

ps. with the Vipul's Razor plugin (not quite released yet) Mail::Audit
will happily block spam for you, resolving the RT-spam issue.  And I
think there's other plugins as well.



From j.freeman at sporg.com  Mon Dec 10 15:00:04 2001
From: j.freeman at sporg.com (Jeremy Freeman)
Date: Mon, 10 Dec 2001 12:00:04 -0800
Subject: [rt-users] Best practices?
In-Reply-To: <1008010610.10257.9.camel@playpen.amplified.com>
Message-ID: <0EFDD4B425B6CE49899DA99A4B37BCA8CD47@server01.staff.sporg.com>

So I have RT 2.0.9 up and running superbly (debian rocks). But I have some
questions for the group on using RT efficiently. I have the following global
scrips setup:

OnCorrespond NotifyRequestors with template Correspondence
OnCreate NotifyAdminCcs with template Transaction

When a new message comes into support a message is sent to the people I have
designated as AdminCCs for the queue saying that there is a new ticket. One
of them then logs into RT, Takes, Opens and Replies to the ticket. Here is
where the problem comes in; if the requestor than replies to the reply, the
ticket owner never finds out about this. He/she has to periodically go in
and read each one of his/her tickets to see if any correspondance has
arrived on it.

It would be very valuable to me (and many other probably) to get some
submissions on how different organizations are using RT. Specifically:

when does someone take a ticket?
when do they change a ticket from new to open?
when do you resolve a ticket?
how do you have your scrips setup?

Thank you to anyone who answers.

--
Jeremy Freeman
Chief Technical Engineer
Sporg Internet Corporation
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From dphull at insipid.com  Mon Dec 10 15:04:08 2001
From: dphull at insipid.com (Dave Hull)
Date: Mon, 10 Dec 2001 14:04:08 -0600 (CST)
Subject: [rt-users] Changing Start Page defaults
In-Reply-To: <007001c181b2$f62fbcd0$d0fb030a@mhpublishing.com>
Message-ID: <Pine.LNX.4.33.0112101401070.750-100000@insipid.cc.ukans.edu>

In the documentation under Start Page, it says the workspace "is where
information about queues and tickets are displayed. By default, the top 25
tickets you own and the top 25 tickets your [sic] have requested are
summarized here..."

How can I change that default such that all tickets in the system are
displayed?

I apologize if this is obvious. I've looked for it to no avail.

TIA.

Dave Hull
http://insipid.com
---
Nothing so needs reforming as other people's habits.
		-- Mark Twain




From bgeraldo at sockeye.com  Mon Dec 10 15:19:17 2001
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Mon, 10 Dec 2001 15:19:17 -0500 (EST)
Subject: [rt-users] Seding replys to tickets
Message-ID: <200112102019.fBAKJNBs011442@fishy.sockeye.com>

My question has to do with how RT acts when a reply is sent out on an
open ticket.  When I open a ticket, there is a message sent out saying
that the ticket has been opened and tells me the ticket number that is
has been assigned.  The default message says:

"Please include the string:

         [Sockeye Networks #33]

in the subject line of all future correspondence about this issue. To do so, 
you may reply to this message."

Does this mean that RT will take a message who's subject line contains
the "Re:" tag and a ticket number, and automatically append the message
to that ticket?  Is this the defualt functionality or do certain scrips
or settings need to be in place?

Bolivar

-- 
Bolivar Geraldo (Junior)
NOC Analyst
Ph: 617-559-4031
Cell: 617-699-4315
E-mail: bgeraldo at sockeye.com
Pager: bgeraldo-pager at sockeye.com

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272 
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From jesse at bestpractical.com  Mon Dec 10 15:24:53 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 10 Dec 2001 15:24:53 -0500
Subject: [rt-users] [DOC] Using Mail::Audit with RT.
In-Reply-To: <245D3383FB8F0C469218514273488A270383E7@hh-nts01.databuilt.com>; from richard.soderberg@databuilt.com on Mon, Dec 10, 2001 at 02:56:23PM -0500
References: <245D3383FB8F0C469218514273488A270383E7@hh-nts01.databuilt.com>
Message-ID: <20011210152453.E10604@pallas.fsck.com>

Incredibly cool.   So you know, for mail to rt+queuename can also
get into the right queue with

rt: "|/opt/rt2/bin/rt-mailgate --queue-from-extension --action correspond"

as of 2.0.10, you' can send mail to ticket+<ticketid>@domain with this 
invocation:

ticket: "|/opt/rt2/bin/rt-mailgate --ticket-id-from-extension --action correspond"


But, well, mail audit is much more powerful ;)

On Mon, Dec 10, 2001 at 02:56:23PM -0500, Richard Soderberg wrote:
> I've just been shown a solution for using Mail::Audit to communicate
> with RT; with proper regexen, you could configure an RT mailgate through
> any mail daemon that supports a .forward file, without having access to
> or modifying the MTA configuration.  Yay Simon :)
> 
> if ($to =~ /rt\+(w+)@crystalflame.net/) { # mail to
> rt+queuename at crystalflame.net
> 	# is sent as correspondence into queuename
> 	$item->pipe("/opt/rt2/bin/rt-mailgate --queue $1 --action
> correspond");
> }
> 
> This is slighty modified from the original:
> 
> if ($to =~ /rt-(\w+)@simon-cozens.org/) { # It's for RT.
> 	$item->pipe("/opt/rt2/bin/rt-mailgate --queue $1 --action
> correspond");
> }
> 
> since my mail daemon parses 'rt+foo' as being destined for the user
> 'rt', by default (sendmail).
> 
> With a bit of tweaking of the above regex, I can send mail to
> rs+rt-tasks-correspond at crystalflame.net to add correspondence to the
> 'tasks' queue. for instance.
> 
> Just thought I'd share the info.
> 
> R.
> 
> ps. with the Vipul's Razor plugin (not quite released yet) Mail::Audit
> will happily block spam for you, resolving the RT-spam issue.  And I
> think there's other plugins as well.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From khera at kcilink.com  Mon Dec 10 15:28:49 2001
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 10 Dec 2001 15:28:49 -0500
Subject: [rt-users] Best practices?
In-Reply-To: <0EFDD4B425B6CE49899DA99A4B37BCA8CD47@server01.staff.sporg.com>
References: <1008010610.10257.9.camel@playpen.amplified.com>
	<0EFDD4B425B6CE49899DA99A4B37BCA8CD47@server01.staff.sporg.com>
Message-ID: <15381.6913.29429.33803@onceler.kciLink.com>

>>>>> "JF" == Jeremy Freeman <j.freeman at sporg.com> writes:

JF> ticket owner never finds out about this. He/she has to periodically go in
JF> and read each one of his/her tickets to see if any correspondance has
JF> arrived on it.

add: OnCorrespond NotifyAllWatchers with template Correspondence

JF> It would be very valuable to me (and many other probably) to get some
JF> submissions on how different organizations are using RT. Specifically:

JF> when does someone take a ticket?

When they are going to work on it and be responsible for it.

JF> when do they change a ticket from new to open?

When they start work on it.

JF> when do you resolve a ticket?

When the problem is resolved or the requested followup info doesn't
come in for a long time (say 3 weeks).

JF> how do you have your scrips setup?

OnCreate NotifyAdminCcs with template Transaction
OnCorrespond NotifyAllWatchers with template Correspondence
OnCreate AutoreplyToRequestors with template General: Autoreply
OnComment NotifyAdminCcsAsComment with template AdminComment

We use a custom auto-reply per queue, since we include a mini-faq for
the most most most F of Qs per contact area.

We used to have an onresolve scrip but that caused most people to say
"thank you" which then re-opened the ticket, and ended us into a
nice cycle whereby we couldn't close the tickets ;-)

JF> Thank you to anyone who answers.

Lose the HTML.



From jdeberry at townnews.com  Mon Dec 10 15:34:09 2001
From: jdeberry at townnews.com (John DeBerry)
Date: Mon, 10 Dec 2001 14:34:09 -0600
Subject: [rt-users] Best practices?
In-Reply-To: <0EFDD4B425B6CE49899DA99A4B37BCA8CD47@server01.staff.sporg.com>
Message-ID: <JDEMKKMKMAAPCNHIBFLGOELCCOAA.jdeberry@townnews.com>

Jeremy,

This is what we use for our scrips:

  OnResolve NotifyRequestors Resolved
  OnCorrespond NotifyRequestorsAndCcs Correspondence
  OnCreate AutoreplyToRequestors Autoreply
  OnCorrespond NotifyOwner AdminCorrespondence
  OnComment NotifyOwnerAsComment AdminComment

I think you have a missing OnCorrespond for your Owners. :)

John

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On
Behalf Of Jeremy Freeman
Sent: Monday, December 10, 2001 2:00 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Best practices?


So I have RT 2.0.9 up and running superbly (debian rocks). But I have some
questions for the group on using RT efficiently. I have the following global
scrips setup:
OnCorrespond NotifyRequestors with template Correspondence
OnCreate NotifyAdminCcs with template Transaction
When a new message comes into support a message is sent to the people I have
designated as AdminCCs for the queue saying that there is a new ticket. One
of them then logs into RT, Takes, Opens and Replies to the ticket. Here is
where the problem comes in; if the requestor than replies to the reply, the
ticket owner never finds out about this. He/she has to periodically go in
and read each one of his/her tickets to see if any correspondance has
arrived on it.
It would be very valuable to me (and many other probably) to get some
submissions on how different organizations are using RT. Specifically:
when does someone take a ticket?
when do they change a ticket from new to open?
when do you resolve a ticket?
how do you have your scrips setup?
Thank you to anyone who answers.
--
Jeremy Freeman
Chief Technical Engineer
Sporg Internet Corporation




From psneto at telepar.com.br  Mon Dec 10 15:35:59 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Mon, 10 Dec 2001 18:35:59 -0200
Subject: RES: [rt-users] Best practices?
Message-ID: <3D98391A7EA2D31192E5000629385A9606CCAB23@correio.telepar.com.br>

Jeremy,

Try something like this:

OnCreate AutoreplyToRequestors with template AutoReply
OnCreate NotifyAdminCcs with template Transaction  
OnCorrespond NotifyAllWatchers with template Correspondence  
OnComment NotifyAdminCcsAsComment with template AdminComment  
OnResolve NotifyRequestors with template Resolved

Be sure to grant the correct rights:

Everyone: SeeQueue/CreateTicket
Requestor: ReplyToTicket/CommentOnTicket
AdminCC: ShowTicket,ModifyTicket,DeleteTicket, etc ...

Hope this help,

Presciliano

> ----- Mensagem original -----
> De:		Jeremy Freeman [SMTP:j.freeman at sporg.com]
> Enviada em:		Segunda-feira, 10 de Dezembro de 2001 18:00
> Para:		rt-users at lists.fsck.com
> Assunto:		[rt-users] Best practices?
> 
> So I have RT 2.0.9 up and running superbly (debian rocks). But I have some
> questions for the group on using RT efficiently. I have the following
> global scrips setup:
> 
> OnCorrespond NotifyRequestors with template Correspondence 
> OnCreate NotifyAdminCcs with template Transaction 
> 
> When a new message comes into support a message is sent to the people I
> have designated as AdminCCs for the queue saying that there is a new
> ticket. One of them then logs into RT, Takes, Opens and Replies to the
> ticket. Here is where the problem comes in; if the requestor than replies
> to the reply, the ticket owner never finds out about this. He/she has to
> periodically go in and read each one of his/her tickets to see if any
> correspondance has arrived on it. 
> 
> It would be very valuable to me (and many other probably) to get some
> submissions on how different organizations are using RT. Specifically:
> 
> when does someone take a ticket? 
> when do they change a ticket from new to open? 
> when do you resolve a ticket? 
> how do you have your scrips setup? 
> 
> Thank you to anyone who answers. 
> 
> -- 
> Jeremy Freeman 
> Chief Technical Engineer 
> Sporg Internet Corporation 
> 



From krikke at macatawa.org  Mon Dec 10 15:52:45 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Mon, 10 Dec 2001 15:52:45 -0500
Subject: [rt-users] Changing Start Page defaults
In-Reply-To: <Pine.LNX.4.33.0112101401070.750-100000@insipid.cc.ukans.edu>
References: <Pine.LNX.4.33.0112101401070.750-100000@insipid.cc.ukans.edu>
Message-ID: <E16DXPp-0001Fb-00@localhost>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Try looking in <path to rt>/WebRT/html/Elements/My*

I haven't changed any of these myself, but this looks like where you'd do 
it...

On Monday 10 December 2001 03:04 pm, Dave Hull wrote:
> In the documentation under Start Page, it says the workspace "is where
> information about queues and tickets are displayed. By default, the top 25
> tickets you own and the top 25 tickets your [sic] have requested are
> summarized here..."
>
> How can I change that default such that all tickets in the system are
> displayed?
>
> I apologize if this is obvious. I've looked for it to no avail.
>
> TIA.
>
> Dave Hull
> http://insipid.com
> ---
> Nothing so needs reforming as other people's habits.
> 		-- Mark Twain
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

- -- 
Josh Krikke	krikke at macatwa.org
MacNet Sysadmin	Holland, MI
GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
My public key  http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x64DD95DB
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

iD8DBQE8FSCdj0GVSWTdldsRApz3AJ9N4vHDCDTm7ref0bTkv95ZZ0J0oQCgiYlD
1rWPNurUqV5gsoq+XgTFUgE=
=YkXN
-----END PGP SIGNATURE-----



From cgilmore at tivoli.com  Mon Dec 10 16:22:29 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Mon, 10 Dec 2001 15:22:29 -0600
Subject: [rt-users] Users in an LDAP database
In-Reply-To: <m24rn3xfzo.fsf@dominatrix.lackflicka.nu>
Message-ID: <002701c181c0$c67a1cc0$69285492@tivoli.com>

Yup. Just enable $WebExternalAuth in config.pm and appropriately configure
apache to use LDAP authentication. You will need to pre-populate RT's user
database first. In my situation, I added manually the
administrators/resolvers and just have normal people add themselves when
they submit a ticket via e-mail.

There is material in the contrib directory
(http://www.fsck.com/pub/rt/contrib/2.0/) called external-users.tar.gz.
You may find that a useful plug-in to your RT2 installation.

Regards,
Christian

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ian D
> Sent: Friday, December 07, 2001 8:27 AM
> To: RT
> Subject: [rt-users] Users in an LDAP database
>
>
> We've got an LDAP database here where employees' login information is
> kept. Can I use it in any way to grant all employees access to RT's
> web frontend?
> --
> /Ian D
> ian at assv.net
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From cgilmore at tivoli.com  Mon Dec 10 16:24:12 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Mon, 10 Dec 2001 15:24:12 -0600
Subject: [rt-users] WebExternalAuth in config.pm
In-Reply-To: <007001c181b2$f62fbcd0$d0fb030a@mhpublishing.com>
Message-ID: <002801c181c1$040740e0$69285492@tivoli.com>

Richard,

Can you please send an updated (and complete) version of your web service
configuration file(s)?

Thanks,
Christian




From rfedoriuk at rnm.ca  Mon Dec 10 17:07:53 2001
From: rfedoriuk at rnm.ca (Richard Fedoriuk)
Date: Mon, 10 Dec 2001 17:07:53 -0500
Subject: [rt-users] WebExternalAuth in config.pm
In-Reply-To: <002801c181c1$040740e0$69285492@tivoli.com>
Message-ID: <009101c181c7$1d3a7590$d0fb030a@mhpublishing.com>


Hi Christian...

here's the httpd.conf file setup for RT, the section I've
added for AuthUserFile is around line 290... I've also
included the files used for AuthUserFile and AuthGroupFile

just so it's clear what I'm trying to do, I've included a
snippet of perl from the cgi script that is trying to make
the request, the request works when received by a test-recipient
cgi script...

as I mentioned, the web-based auth is working ok...

cheers,
 - Richard

 __________________________________________________
  Richard Fedoriuk
  Build Manager
  Rogers iMedia
  Ph: (416) 642-4826
  rfedoriuk at imedia.rogers.com


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Christian Gilmore
Sent: Monday, December 10, 2001 4:24 PM
To: 'Rt-Users'
Subject: RE: [rt-users] WebExternalAuth in config.pm


Richard,

Can you please send an updated (and complete) version of your web service
configuration file(s)?

Thanks,
Christian


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users
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From mkalastro at soe.ucsc.edu  Mon Dec 10 18:48:37 2001
From: mkalastro at soe.ucsc.edu (Matthew Kalastro)
Date: Mon, 10 Dec 2001 15:48:37 -0800
Subject: [rt-users] external database lookup failing in rt-mailgate
In-Reply-To: <20011206182917-r01010700-22afbbb4-0921-010c@128.114.55.182>
Message-ID: <20011210154839-r01010700-9ce9263c-0921-010c@128.114.55.182>

I fixed this problem in rt-mailgate (2.0.8), so I'm sending along the patch. 
This is to enable rt-mailgate to lookup users with &RT::LookupExternalUserInfo ,
and only create new tickets for found users.

58a59
> my @ExternalUserInfo;
192,195c193,202
<     MailError(To => $RT::OwnerEmail,
<             Subject => "RT Bounce: $Subject",
<             Explanation => "RT couldn't find requestor via its external databa
se lookup",
<             MIMEObj => $entity);
---
>     my $found;
>     ($found, @ExternalUserInfo) = &RT::LookupExternalUserInfo
>       ($CurrentUser->UserObj->EmailAddress,$CurrentUser->UserObj->RealName);
>
>     unless ($found) {
>       MailError(To => $RT::OwnerEmail,
>                 Subject => "RT Bounce: $Subject",
>                 Explanation => "RT couldn't find requestor via its external da
tabase lookup",
>                 MIMEObj => $entity);
>     }

On 12/6/01 at 6:29pm, Matthew Kalastro <mkalastro at soe.ucsc.edu> wrote:

|Hiya,
|
|I've set $LookupSenderInExternalDatabase and $SenderMustExistInExternalDatabase
|to 1 in my config.pm.  I'm using the stock LookupExternalUserInfo subroutine
|(the one that always returns 1, and the user info from the email).  But I keep
|getting
|
|    RT couldn't find requestor via its external database lookup
|
|error messages, and no new messages in the targeted queue.  If I turn off
|$LookupSenderInExternalDatabase and $SenderMustExistInExternalDatabase the
|messages get entered fine.

--
Matthew Kalastro
Webmaster
Baskin School of Engineering
Basking Engineering 138
Univ. of Calif., Santa Cruz
1156 High St.
Santa Cruz, CA 95060
(831) 459-5354



From keith at heart.com.au  Tue Dec 11 00:36:05 2001
From: keith at heart.com.au (Keith Gray)
Date: Tue, 11 Dec 2001 16:36:05 +1100
Subject: [rt-users] Avoiding attachments and Headers
Message-ID: <3C159B45.467423F8@heart.com.au>

Jesse et al.

Can I set up filters to prevent HTML emails and attachments
and can I turn off "Headers Follow"
-- 
Keith Gray



From jesse at bestpractical.com  Tue Dec 11 00:46:52 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 11 Dec 2001 00:46:52 -0500
Subject: [rt-users] Avoiding attachments and Headers
In-Reply-To: <3C159B45.467423F8@heart.com.au>; from keith@heart.com.au on Tue, Dec 11, 2001 at 04:36:05PM +1100
References: <3C159B45.467423F8@heart.com.au>
Message-ID: <20011211004652.F10604@pallas.fsck.com>

RT 2.0.x will treat you much much better. It handles mime natively...


On Tue, Dec 11, 2001 at 04:36:05PM +1100, Keith Gray wrote:
> Jesse et al.
> 
> Can I set up filters to prevent HTML emails and attachments
> and can I turn off "Headers Follow"
> -- 
> Keith Gray
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From srl at mail.boston.com  Tue Dec 11 04:31:29 2001
From: srl at mail.boston.com (Shane Landrum)
Date: Tue, 11 Dec 2001 04:31:29 -0500
Subject: [rt-users] Best practices?
In-Reply-To: <0EFDD4B425B6CE49899DA99A4B37BCA8CD47@server01.staff.sporg.com>; from j.freeman@sporg.com on Mon, Dec 10, 2001 at 12:00:04PM -0800
References: <1008010610.10257.9.camel@playpen.amplified.com> <0EFDD4B425B6CE49899DA99A4B37BCA8CD47@server01.staff.sporg.com>
Message-ID: <20011211043129.A4405@mail.boston.com>

On Mon, Dec 10, 2001 at 12:00:04PM -0800, Jeremy Freeman (j.freeman at sporg.com) wrote:
> It would be very valuable to me (and many other probably) to get some
> submissions on how different organizations are using RT. Specifically:
> 
> when does someone take a ticket?
> when do they change a ticket from new to open?
> when do you resolve a ticket?
> how do you have your scrips setup?

Here, we have one person who's assigned to do ticket triage when
tickets come in. That person assigns a ticket to someone
and changes the ticket from new to open. The new owner of the
ticket works on the problem and then either closes the ticket
or corresponds with the requestor to make sure the problem's
fixed before closing the ticket. 

(This is internal company support for us.)

srl
-- 
Shane Landrum  (srl AT boston DOT com)  Software Engineer, boston.com                     



From mick at multinet.no  Tue Dec 11 07:12:58 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Tue, 11 Dec 2001 13:12:58 +0100
Subject: [rt-users] Blank bodies
Message-ID: <3C15F84A.2010901@multinet.no>



Getting very confused here now,
Am running a RH6.2 box, perl, version 5.005_03 built for i386-linux, 
Apache/1.3.22 (Unix) mod_perl/1.26 
and rt-2.0.9

My problem is that alot of my replies on tickets is sendt empty, both to 
watchers and creators. Can easily reproduce this on my system by sending 
mails back an forth, so it grows bigger and bigger, after around 10 
mails, the reply i make in the webui is empty (but not in the webui, the 
correspondence is logged there)

Have tried alot of options,
$MaxAttachmentSize = undef;
$MailCommand = 'sendmail';
$MailCommand = 'sendmailpipe';
$SendmailArguments="-t";
 $SendmailArguments="-oi -t";

Nothing gets printed to the rt.log or the apache log.....

It doesnt seem like i can figure this one out.

Best Regards
Tore






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From mole at zebra.co.uk  Tue Dec 11 07:13:28 2001
From: mole at zebra.co.uk (Mole)
Date: Tue, 11 Dec 2001 12:13:28 +0000
Subject: [rt-users] SearchBuilder/Mason Problems ??
Message-ID: <01121112132802.11655@moleshole.zebra.co.uk>

Hi Everybody,

	I was wondering if anyone can help, I am trying to get RT working for the 
first time, I got it installed ok  and the admin page comes up ok but when I  
press the login box I get the the error below  ( for your information I am 
running mandrake 8.1, Mason 1.04, DBIx-SearchBuilder-0.47, 
Apache-AdvancedExtranetServer/1.3.22).   Any suggestions or pointers 
appreciated.

Kind regards 
Caroline

Mason error

 error in file:  
       /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm
  
       line 789: 
           Can't call method "SimpleQuery" on an undefined value

 context:  
       ... 
       785: 
         my $self = shift;
       786: 
         my $QueryString = shift;
       787: 
         my @bind_values = (@_);
       788: 
       789: 
         my $sth = $self->_Handle->SimpleQuery($QueryString, @bind_values);
       790: 
       791: 
         #TODO this only gets the first row. we should check if there are 
more.
       792: 
       793: 
         eval {
       ... 

 component stack:  
       /autohandler
 code stack:  
       /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:720
       /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm:71
       /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:689
       /rt/opt/lib/RT/CurrentUser.pm:185
       /rt/opt/WebRT/data/obj/autohandler:43



From mick at multinet.no  Tue Dec 11 08:11:41 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Tue, 11 Dec 2001 14:11:41 +0100
Subject: more: [rt-users] Blank bodies
References: <3C15F84A.2010901@multinet.no>
Message-ID: <3C16060D.5080905@multinet.no>

By the way, i have tried alot of different browsers, IE5.x, Netscape 6.2 
 (under linux) etc etc..
same result

Best Regards
Tore Micaelsen


Tore Micaelsen wrote:

>
>
>
> Getting very confused here now,
> Am running a RH6.2 box, perl, version 5.005_03 built for i386-linux, 
> Apache/1.3.22 (Unix) mod_perl/1.26 and rt-2.0.9
>
> My problem is that alot of my replies on tickets is sendt empty, both 
> to watchers and creators. Can easily reproduce this on my system by 
> sending mails back an forth, so it grows bigger and bigger, after 
> around 10 mails, the reply i make in the webui is empty (but not in 
> the webui, the correspondence is logged there)
>
> Have tried alot of options,
> $MaxAttachmentSize = undef;
> $MailCommand = 'sendmail';
> $MailCommand = 'sendmailpipe';
> $SendmailArguments="-t";
> $SendmailArguments="-oi -t";
>
> Nothing gets printed to the rt.log or the apache log.....
>
> It doesnt seem like i can figure this one out.
>
> Best Regards
> Tore
>
>
>
>
>
>
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> virus signaturefiles checked and updated every hour.
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
>
> ----------------------------------------------------------
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>
>
>
>




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From ian at assv.net  Tue Dec 11 09:00:17 2001
From: ian at assv.net (Ian D)
Date: 11 Dec 2001 15:00:17 +0100
Subject: [rt-users] Redefine "Take"
Message-ID: <m2k7vtc0we.fsf@dominatrix.lackflicka.nu>

I'd like to have the "Take" action automagically "Open" the case I've
taken. How do I accomplish this?
-- 
/Ian D
ian at assv.net




From EBILFS at ttnet.net.tr  Tue Dec 11 09:27:16 2001
From: EBILFS at ttnet.net.tr (Serhat Ebil)
Date: Tue, 11 Dec 2001 16:27:16 +0200
Subject: [rt-users] RT2 - Mail problem
Message-ID: <5.0.2.1.2.20011211161552.020c0398@mail.ttnet.net.tr>

Hi,

I am trying to build up a new RT2 (2.0.9) system and having problems about 
the mail function..

Altough I created many scrips (both Global and Queue specific) on the 
system, it doesn't send mails to recipients (some of them are local users 
like root at localhost)...

The MTA is sendmail and I can send mails as root using sendmail from the 
Linux shell.

The log file of RT2 is below.. According to it something must be wrong with 
permissions but what?
---
WebRT: No permission to view ticket ()WebRT: No permission to view ticket 
()RT::Action::Notify=HASH(0x8ddad28): Could not send mail for 
RT::Transaction=HASH(0x8d82540)
RT::Action::Notify=HASH(0x8e3ed20): Could not send mail for 
RT::Transaction=HASH(0x8ed12bc)
RT::Action::Notify=HASH(0x8e00dd4): Could not send mail for 
RT::Transaction=HASH(0x8eb309c)
RT::Action::Notify=HASH(0x8f1283c): Could not send mail for 
RT::Transaction=HASH(0x8f18b70)
RT::Action::Notify=HASH(0x8dd2780): Could not send mail for 
RT::Transaction=HASH(0x8ecadf4)
RT::Action::Autoreply=HASH(0x8d8a9f8): Could not send mail for 
RT::Transaction=HASH(0x8f47944)
---

Any idea?

Thanks and best regards,

Serhat




From mole at zebra.co.uk  Tue Dec 11 10:46:50 2001
From: mole at zebra.co.uk (Mole)
Date: Tue, 11 Dec 2001 15:46:50 +0000
Subject: more: [rt-users] SearchBuilder/Mason Problems ??
In-Reply-To: <01121112132802.11655@moleshole.zebra.co.uk>
References: <01121112132802.11655@moleshole.zebra.co.uk>
Message-ID: <01121115465002.21813@moleshole.zebra.co.uk>

	sorry forgotten to say I am using rt-2.0.9.

Many thanks
Caroline

On Tuesday 11 December 2001 12:13 pm, you wrote:
> Hi Everybody,
>
> 	I was wondering if anyone can help, I am trying to get RT working for the
> first time, I got it installed ok  and the admin page comes up ok but when
> I press the login box I get the the error below  ( for your information I
> am running mandrake 8.1, Mason 1.04, DBIx-SearchBuilder-0.47,
> Apache-AdvancedExtranetServer/1.3.22).   Any suggestions or pointers
> appreciated.
>
> Kind regards
> Caroline
>
> Mason error
>
>  error in file:
>        /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm
>
>        line 789:
>            Can't call method "SimpleQuery" on an undefined value
>
>  context:
>        ...
>        785:
>          my $self = shift;
>        786:
>          my $QueryString = shift;
>        787:
>          my @bind_values = (@_);
>        788:
>        789:
>          my $sth = $self->_Handle->SimpleQuery($QueryString, @bind_values);
>        790:
>        791:
>          #TODO this only gets the first row. we should check if there are
> more.
>        792:
>        793:
>          eval {
>        ...
>
>  component stack:
>        /autohandler
>  code stack:
>        /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:720
>       
> /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm:71
> /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:689
> /rt/opt/lib/RT/CurrentUser.pm:185
>        /rt/opt/WebRT/data/obj/autohandler:43
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From ian at assv.net  Tue Dec 11 11:11:44 2001
From: ian at assv.net (Ian D)
Date: 11 Dec 2001 17:11:44 +0100
Subject: [rt-users] Users in an LDAP database
In-Reply-To: <002701c181c0$c67a1cc0$69285492@tivoli.com>
References: <002701c181c0$c67a1cc0$69285492@tivoli.com>
Message-ID: <m2elm1butb.fsf@dominatrix.lackflicka.nu>

"Christian Gilmore" <cgilmore at tivoli.com> writes:

> Yup. Just enable $WebExternalAuth in config.pm and appropriately configure
> apache to use LDAP authentication. You will need to pre-populate RT's user
> database first. In my situation, I added manually the
> administrators/resolvers and just have normal people add themselves when
> they submit a ticket via e-mail.

Once I got a new apache built, it was almost too easy to enable LDAP
authentication. Now all I need to do is some creative scripting to add
users. Thanks!

-- 
/Ian D
ian at assv.net




From Rich.West at wesmo.com  Tue Dec 11 11:59:46 2001
From: Rich.West at wesmo.com (Rich West)
Date: Tue, 11 Dec 2001 11:59:46 -0500
Subject: [rt-users] Re: DB problem?
Message-ID: <3C163B82.6080808@wesmo.com>

I am beginning to wonder.. [:)]

Ok.. I've stared at the privlidges a couple of times, and checked the 
DB.  Essentially, my account has _every_ privlidge there is.

Is there another location I should be looking at?

This functionality _did_ work previously, so I am not sure if it is due 
to an upgrade or what.. the last time it was used was under a 2.0.9pre 
version from CVS..

It is behaving as if ...

wait a sec.. Damn, it is a good thing the first job I had back in H.S. 
(in the 80s) was a beta tester.. [:)]   I just discovered the following:
o Under the "Add new watchers:" if I select "Requestor" and type in the 
email address of "Rich.West at wesmo.com" and hit submit, the screen 
refreshes after a moment and appears as if the update was denied.
o Under the "Find people whose..." selection, if I enter "rich.west" and 
hit go, the page updates the "Add new watchers:" selections, listing 
"Rich.West at wesmo.com ()" as a username selection.  If I select 
"Requestor" next to my name, and hit submit, the ticket is updated 
properly!

*gasp*  So I *can* get it to work, but only in that round-about way and 
only for known users (ones that RT has "discovered")

Also, to add to the pool of (mis)information, if I manually enter 
"Rich.West at wesmo.com ()" . it does get added, but as " 
Rich.West at wesmo.com ()". [:)]

This is weird..

-Rich


Jesse Vincent wrote:

> Just to confirm, your account has the global "superuser" priviledge?
>
>
>
> On Mon, Dec 10, 2001 at 12:01:43PM -0500, Rich West wrote:
>
>> I don't have an actual account named "root" within RT....  My account 
>> is the designated "root" level account. [:)]
>>
>> I tried turning the logging up to "debug" and restarting the web 
>> server, but I didn't get any output to the log file.  Is there 
>> another place where I can activate some debug messages (like a global 
>> "$debug=1;" or something)?
>>
>> -Rich
>>
>>
>> Jesse Vincent wrote:
>>
>>> So. can _root_ do these things?
>>>
>>>
>>> On Fri, Dec 07, 2001 at 10:02:54PM -0500, Rich West wrote:
>>>
>>>> No..no.. don't tell me that.. pleeease.
>>>>
>>>> Hrmm.. ok.. After a series of tests, I now know that:
>>>> o I cannot add Requestors or CC's as "Current Watchers" to a ticket.
>>>> o I CAN add Administrative CC's, but only a select set of addresses 
>>>> (mine not being one of them).
>>>>
>>>> This certainly isn't making me feel good..
>>>>
>>>> Is there an easy way to turn up the debugging somewhere?  I am not 
>>>> getting any errors from httpd...
>>>>
>>>> Better yet, is there *any* way to recover from this without loss of 
>>>> data?  Is there a way to rebuild the database, and jam all of the 
>>>> ticket contents back in without bringing over the corruption (if 
>>>> there is any)?
>>>>
>>>> Hey.. wait a sec.. I just realized that I am seeing this same 
>>>> problem at another client.. Grrr.. it cannot be two cases of 
>>>> corruption.
>>>>
>>>> I'm running 2.0.9 pretty much right out of the box.  No hacks or 
>>>> changes or anything that I am aware of..
>>>>
>>>> -Rich
>>>>
>>>>
>>>>
>>>>
>>>> Jesse Vincent wrote:
>>>>
>>>>> Two thoughts:     1) It could be ACLs
>>>>>     2) it could be mysql corruption
>>>>>
>>>>>     -j
>>>>>
>>>>>
>>>>> On Thu, Dec 06, 2001 at 03:57:01PM -0500, Rich West wrote:
>>>>>
>>>>>> With this strange email problem I just experienced, it seems that 
>>>>>> the "requestor" part of the ticket I was testing with got 
>>>>>> corrupted in some way.
>>>>>>
>>>>>> For some reason, I could not add anyone as a requestor (still 
>>>>>> can't .. at least, not to this ticket).  I ended up having to 
>>>>>> force the entry into the "Watchers" table within the DB, which 
>>>>>> wasn't all that comforting..
>>>>>>
>>>>>> Actually, the problem I am having is that I cannot any new 
>>>>>> watchers (of any type) to any ticket..  When I try, and hit "Save 
>>>>>> Changes", it updates the screen as it usually would, but doesn't 
>>>>>> display the normal "Results" table, and the settings for the 
>>>>>> queue watchers have not changed.
>>>>>>
>>>>>> I'm running a very-standard 2.0.9 version of RT..
>>>>>>



From jesse at bestpractical.com  Tue Dec 11 12:49:30 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 11 Dec 2001 12:49:30 -0500
Subject: [rt-users] SearchBuilder/Mason Problems ??
In-Reply-To: <01121112132802.11655@moleshole.zebra.co.uk>; from mole@zebra.co.uk on Tue, Dec 11, 2001 at 12:13:28PM +0000
References: <01121112132802.11655@moleshole.zebra.co.uk>
Message-ID: <20011211124930.K10604@pallas.fsck.com>

That sounds like your database connection isn't being properly initialized.
Do the CLI tools work? 


On Tue, Dec 11, 2001 at 12:13:28PM +0000, Mole wrote:
> Hi Everybody,
> 
> 	I was wondering if anyone can help, I am trying to get RT working for the 
> first time, I got it installed ok  and the admin page comes up ok but when I  
> press the login box I get the the error below  ( for your information I am 
> running mandrake 8.1, Mason 1.04, DBIx-SearchBuilder-0.47, 
> Apache-AdvancedExtranetServer/1.3.22).   Any suggestions or pointers 
> appreciated.
> 
> Kind regards 
> Caroline
> 
> Mason error
> 
>  error in file:  
>        /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm
>   
>        line 789: 
>            Can't call method "SimpleQuery" on an undefined value
> 
>  context:  
>        ... 
>        785: 
>          my $self = shift;
>        786: 
>          my $QueryString = shift;
>        787: 
>          my @bind_values = (@_);
>        788: 
>        789: 
>          my $sth = $self->_Handle->SimpleQuery($QueryString, @bind_values);
>        790: 
>        791: 
>          #TODO this only gets the first row. we should check if there are 
> more.
>        792: 
>        793: 
>          eval {
>        ... 
> 
>  component stack:  
>        /autohandler
>  code stack:  
>        /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:720
>        /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm:71
>        /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:689
>        /rt/opt/lib/RT/CurrentUser.pm:185
>        /rt/opt/WebRT/data/obj/autohandler:43
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From ruben at podernet.com.mx  Tue Dec 11 13:00:11 2001
From: ruben at podernet.com.mx (Ruben Olague)
Date: Tue, 11 Dec 2001 12:00:11 -0600 (CST)
Subject: more: [rt-users] SearchBuilder/Mason Problems ??
In-Reply-To: <01121115465002.21813@moleshole.zebra.co.uk>
Message-ID: <Pine.LNX.4.33.0112111155170.5483-100000@tururu>

I have exactly the same problem, same packages installed too.

The only thing I found in the previos posts is that I should upgrade 
SearchBuilder, but thats the last version in CPAN.

--
Ruben.



On Tue, 11 Dec 2001, Mole wrote:

> 	sorry forgotten to say I am using rt-2.0.9.
> 
> Many thanks
> Caroline
> 
> On Tuesday 11 December 2001 12:13 pm, you wrote:
> > Hi Everybody,
> >
> > 	I was wondering if anyone can help, I am trying to get RT working for the
> > first time, I got it installed ok  and the admin page comes up ok but when
> > I press the login box I get the the error below  ( for your information I
> > am running mandrake 8.1, Mason 1.04, DBIx-SearchBuilder-0.47,
> > Apache-AdvancedExtranetServer/1.3.22).   Any suggestions or pointers
> > appreciated.
> >
> > Kind regards
> > Caroline
> >
> > Mason error
> >
> >  error in file:
> >        /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm
> >
> >        line 789:
> >            Can't call method "SimpleQuery" on an undefined value
> > [...]





From Fred.Percynski at divine.com  Tue Dec 11 14:47:52 2001
From: Fred.Percynski at divine.com (Percynski, Fred)
Date: Tue, 11 Dec 2001 13:47:52 -0600
Subject: [rt-users] body of ticket not showing up
Message-ID: <9B70F6DB734EC041AE5316005C6188B204992D@LIILMTST04.mailtask.com>

ver 2.0.8

When creating a new ticket I am pasting a *lot* of information into the
body of the ticket.  I submit the ticket but when I view the ticket this
information does not display (the date/time and action 'Ticket Created'
are there, just not the body).  I verified this also happens if I add a
comment to an existing ticket and paste the same information.   I ran an
SQL query using the MySQL command-line tools and found all the
information I pasted is there.  Its just not showing up in RT.  Is it
possible that something in the data is confusing RT?  Or could it be
that this data, about 252KB, is too much for either MySQL or RT?

A big thank you to everyone who has helped me in the past, and to those
who have ideas about this problem.
-Fred



From jesse at bestpractical.com  Tue Dec 11 15:03:25 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 11 Dec 2001 15:03:25 -0500
Subject: [rt-users] body of ticket not showing up
In-Reply-To: <9B70F6DB734EC041AE5316005C6188B204992D@LIILMTST04.mailtask.com>; from Fred.Percynski@divine.com on Tue, Dec 11, 2001 at 01:47:52PM -0600
References: <9B70F6DB734EC041AE5316005C6188B204992D@LIILMTST04.mailtask.com>
Message-ID: <20011211150325.P10604@pallas.fsck.com>

You need to adjust mysql's max_allowed_packet in the config file.

max_allowed_packet = 16M 

ought to do you.





On Tue, Dec 11, 2001 at 01:47:52PM -0600, Percynski, Fred wrote:
> ver 2.0.8
> 
> When creating a new ticket I am pasting a *lot* of information into the
> body of the ticket.  I submit the ticket but when I view the ticket this
> information does not display (the date/time and action 'Ticket Created'
> are there, just not the body).  I verified this also happens if I add a
> comment to an existing ticket and paste the same information.   I ran an
> SQL query using the MySQL command-line tools and found all the
> information I pasted is there.  Its just not showing up in RT.  Is it
> possible that something in the data is confusing RT?  Or could it be
> that this data, about 252KB, is too much for either MySQL or RT?
> 
> A big thank you to everyone who has helped me in the past, and to those
> who have ideas about this problem.
> -Fred
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From alan_milligan at hotmail.com  Wed Dec 12 05:54:53 2001
From: alan_milligan at hotmail.com (alan milligan)
Date: Wed, 12 Dec 2001 05:54:53 
Subject: [rt-users] RT2 Apache Proxy Setup
Message-ID: <F243ZCHusMjQHtMFauk00000663@hotmail.com>

Hi guys,

I'm trying to get rt2 going using the ProxyPass stuff in the setup 
documentation, as database handles are precious.  I have it going quite 
happily independently on http://localhost:1234,

I have a single entry for this in my Apache virtual host section:

	ProxyPass /rt2/  http://localhost:1234/

However, from my https://localhost/rt2 URL location, I get a 'The requested 
URL /rt2 was not found on this server' message (and for 
https://localhost/rt2/).  It is basically ignoring my proxy request and 
attempting to serve normally.  (If there is an issue with going from 
http/https via a proxy - I'd expect an entirely different error ...)

I'm new to using proxy's with Apache, but the Apache documentation doesn't 
suggest your install instructions are at all deficient.  But there is a TODO 
there with an example of a httpd.conf required.  Does my answer lie in there 
somewhere?

Cheers, Alan



_________________________________________________________________
Get your FREE download of MSN Explorer at http://explorer.msn.com/intl.asp.




From jesse at bestpractical.com  Wed Dec 12 01:07:11 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 12 Dec 2001 01:07:11 -0500
Subject: [rt-users] RT2 Apache Proxy Setup
In-Reply-To: <F243ZCHusMjQHtMFauk00000663@hotmail.com>; from alan_milligan@hotmail.com on Wed, Dec 12, 2001 at 05:54:53AM +0000
References: <F243ZCHusMjQHtMFauk00000663@hotmail.com>
Message-ID: <20011212010711.Y10604@pallas.fsck.com>

Presuming you set up your stuff to listen to /rt2 on port 1234, How about 

ProxyPass /rt2  http://localhost:1234/rt2/

Seeing more of your apache config file would help debugging.


On Wed, Dec 12, 2001 at 05:54:53AM +0000, alan milligan wrote:
> Hi guys,
> 
> I'm trying to get rt2 going using the ProxyPass stuff in the setup 
> documentation, as database handles are precious.  I have it going quite 
> happily independently on http://localhost:1234,
> 
> I have a single entry for this in my Apache virtual host section:
> 
> 	ProxyPass /rt2/  http://localhost:1234/
> 
> However, from my https://localhost/rt2 URL location, I get a 'The requested 
> URL /rt2 was not found on this server' message (and for 
> https://localhost/rt2/).  It is basically ignoring my proxy request and 
> attempting to serve normally.  (If there is an issue with going from 
> http/https via a proxy - I'd expect an entirely different error ...)
> 
> I'm new to using proxy's with Apache, but the Apache documentation doesn't 
> suggest your install instructions are at all deficient.  But there is a TODO 
> there with an example of a httpd.conf required.  Does my answer lie in there 
> somewhere?
> 
> Cheers, Alan
> 
> 
> 
> _________________________________________________________________
> Get your FREE download of MSN Explorer at http://explorer.msn.com/intl.asp.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From proftp_cj at kdd.de  Wed Dec 12 04:08:50 2001
From: proftp_cj at kdd.de (Christian)
Date: Wed, 12 Dec 2001 10:08:50 +0100
Subject: [rt-users] Templates (for different Queue) in RT 2
In-Reply-To: <9B70F6DB734EC041AE5316005C6188B204992D@LIILMTST04.mailtask
 .com>
Message-ID: <5.1.0.14.2.20011212085556.00a83570@mail.kddnet.de>

Hello

1) RT Template (as in 1.0x)

How could I create Templates (for different Queue) in RT 2 during create 
new ticket in content/"Describe the issue below" field?

e.g.
--
General Info / Contact Info
---------------------------
NET Code: ----
...

Problem Description:
--------------------
...

Affected:
---------
...

Actions:
--------
...
--


2) Could I include an update template (reply) above the old text, something 
like this:

UPDATE:
-------------

  ....-- for new information --

######################
 >General Info / Contact Info
 >---------------------------
 > ... old ...
 > ... old ...


Sorry I checked the docu/RTMF but unfortunately I found nothing (imho the 
docu for 1.0x is more detailed).

By the way we use now 1.0x about 1 year and want to switch over in  RT2.
Really -- Great Software -- thank you very much !!!!

Christian




From proftp_cj at kdd.de  Wed Dec 12 04:14:14 2001
From: proftp_cj at kdd.de (Christian)
Date: Wed, 12 Dec 2001 10:14:14 +0100
Subject: [rt-users] main View / show not assigned owner
Message-ID: <5.1.0.14.2.20011212100902.02103eb0@mail.kddnet.de>

Hello

1) in view of Start page / main page:

Is there a possibility to show also e.g.

III) 25 highest priority tickets nobody own...  [but in groups assigned to 
user]

additional to
I) 25 highest priority tickets I own...
II) 25 highest priority tickets I requested...


thx and greetings
Christian




From scott at xs4all.nl  Wed Dec 12 05:52:56 2001
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Wed, 12 Dec 2001 11:52:56 +0100
Subject: [rt-users] Resolving via Email in RT2
Message-ID: <20011212115256.O14480@xs4all.nl>

Hi,

In looking through the mail archives I saw a few references on how to
resolve tickets by sending an appropriately crafted message to
rt-mailgate, but thusfar with RT2 it merely ends up adding my commands
as correspondence to a given ticket.  There doesn't appear to be any
current documentation on RT2 for these types of actions (yet :-)

I see that the enhanced-mailgate has some options for this as well,
using PGP keys/signatures, but if there was a way to perform it with the
current rt-mailgate that would be preferable.

Open to suggestions!

Thanks,
Scott




From Richard.E.Brown at DARTWARE.COM  Wed Dec 12 08:53:53 2001
From: Richard.E.Brown at DARTWARE.COM (Richard E. Brown)
Date: 12 Dec 2001 08:53:53 EST
Subject: [rt-users] Retrieve messages from a POP server?
Message-ID: <112124@blitz1.dartware.com>

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From feargal at thecia.ie  Wed Dec 12 10:13:28 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Wed, 12 Dec 2001 15:13:28 +0000
Subject: [rt-users] Retrieve messages from a POP server?
In-Reply-To: <112124@blitz1.dartware.com>
References: <112124@blitz1.dartware.com>
Message-ID: <20011212151328.650a89f5.feargal@thecia.ie>

Use fetchmail to retrieve the mail from the pop account, and redeliver it to RT.
Fetchmail can be found at http://www.tuxedo.org/~esr/fetchmail/

Your fetchmailrc file should have something like
poll pop.example.com
proto POP3
username rt password mysecret
mda "/usr/local/rt2/bin/rt-mailgate --queue rt --action correspond
poll pop.example.com
proto POP3
username rt-comment password mysecret
mda "/usr/local/rt2/bin/rt-mailgate --queue rt --action comment

-Feargal.

On 12 Dec 2001 08:53:53 EST
Richard.E.Brown at DARTWARE.COM (Richard E. Brown) wrote:

> Folks:
> 
> I know that RT is designed to use sendmail to receive and introduce messages
> into the system.
> 
> Does anyone know if there is a modification to RT that lets it retrieve its
> messages from a POP server instead? Many thanks!
> 
> Rich Brown
> Hanover, NH USA 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


-- 
Feargal Reilly,                        | Communications House, 
Systems Administrator.                 | 1a Lower Pembroke Street,
The CIA - http://www.thecia.ie/        | Dublin 2,
Ph: +353-1-6768230 Fax: +353-1-6767720 | Ireland.

PGP fingerprint: 9EA0 F62E 2345 6062 E522 00F2 31D0 B1B0 D678 96DB

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From mole at zebra.co.uk  Wed Dec 12 10:03:13 2001
From: mole at zebra.co.uk (Mole)
Date: Wed, 12 Dec 2001 15:03:13 +0000
Subject: [rt-users] SearchBuilder/Mason Problems ??
In-Reply-To: <20011211124930.K10604@pallas.fsck.com>
References: <01121112132802.11655@moleshole.zebra.co.uk> <20011211124930.K10604@pallas.fsck.com>
Message-ID: <01121215031300.01142@moleshole.zebra.co.uk>

Hi

Thanks for the replies

The CLI stuff tools are working ok. I can add users and change passwords no 
problem so the database seems to be working fine.  This appears to be a web 
interface issue, I've taken a look at my apache config and nothing seems to 
be amiss.

kind regards
Caroline

On Tuesday 11 December 2001  5:49 pm, you wrote:
> That sounds like your database connection isn't being properly initialized.
> Do the CLI tools work?
>
> On Tue, Dec 11, 2001 at 12:13:28PM +0000, Mole wrote:
> > Hi Everybody,
> >
> > 	I was wondering if anyone can help, I am trying to get RT working for
> > the first time, I got it installed ok  and the admin page comes up ok but
> > when I press the login box I get the the error below  ( for your
> > information I am running mandrake 8.1, Mason 1.04,
> > DBIx-SearchBuilder-0.47,
> > Apache-AdvancedExtranetServer/1.3.22).   Any suggestions or pointers
> > appreciated.
> >
> > Kind regards
> > Caroline
> >
> > Mason error
> >
> >  error in file:
> >        /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm
> >
> >        line 789:
> >            Can't call method "SimpleQuery" on an undefined value
> >
> >  context:
> >        ...
> >        785:
> >          my $self = shift;
> >        786:
> >          my $QueryString = shift;
> >        787:
> >          my @bind_values = (@_);
> >        788:
> >        789:
> >          my $sth = $self->_Handle->SimpleQuery($QueryString,
> > @bind_values); 790:
> >        791:
> >          #TODO this only gets the first row. we should check if there are
> > more.
> >        792:
> >        793:
> >          eval {
> >        ...
> >
> >  component stack:
> >        /autohandler
> >  code stack:
> >        /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:720
> >       
> > /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm:71
> > /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:689
> > /rt/opt/lib/RT/CurrentUser.pm:185
> >        /rt/opt/WebRT/data/obj/autohandler:43
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users



From ccoy at ssww.com  Wed Dec 12 10:33:58 2001
From: ccoy at ssww.com (Carrie Coy)
Date: Wed, 12 Dec 2001 10:33:58 -0500
Subject: [rt-users] More on best practices
Message-ID: <3C1778E6.FE54BE05@ssww.com>

We're getting ready to launch RequestTracker in a ~300 employee (6
developers/4 sys admin types) company that has no existing problem
tracking system.   I welcome advice on how to set up queues and
front-end.

What's better?  A couple queues (development, support) with
keyword-tagged requests (Hardware/Software/SysAdmin)?   More queues
(Database development, Database bugs, Printing, Email, PC, Web, Dial-up,
SysAdministration, etc)?

Maybe have just a couple queues to which unprivileged users can submit
-- and let gatekeepers distribute to more specific queues?

I envision a combination of 1) admin-entered requests via web ui,   2)
unpriv. users requests via web-ui and 3) maybe some emails forwarded via
rt-mailgate.    Is it a good/bad thing to customize Create.html and
Display.html?   What are the alternatives?   I started to write my own
simple/tailored web-ui but I couldn't include the "Attach" functionality
which I thought would be useful, so I went back to RT's ui.

A "Success Stories" section with contributions from RT fans would be an
incredibly helpful addition to the documentation.

Thanks,
Carrie Coy
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From ccoy at ssww.com  Wed Dec 12 10:35:33 2001
From: ccoy at ssww.com (Carrie Coy)
Date: Wed, 12 Dec 2001 10:35:33 -0500
Subject: [rt-users] Create request / sign-off?
Message-ID: <3C177945.7CDA8295@ssww.com>

Some of our development-type requests require a supervisor sign-off.
Does anybody else have this requirement and how have they handled it?
--
Carrie Coy
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From jesse at bestpractical.com  Wed Dec 12 11:51:14 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 12 Dec 2001 11:51:14 -0500
Subject: [rt-users] Retrieve messages from a POP server?
In-Reply-To: <112124@blitz1.dartware.com>; from Richard.E.Brown@DARTWARE.COM on Wed, Dec 12, 2001 at 08:53:53AM -0500
References: <112124@blitz1.dartware.com>
Message-ID: <20011212115114.B10604@pallas.fsck.com>

Frequently, folks use 'fetchmail' to retrieve mail from a POP server and 
shoot it into RT.

	-j


On Wed, Dec 12, 2001 at 08:53:53AM -0500, Richard E. Brown wrote:
> Folks:
> 
> I know that RT is designed to use sendmail to receive and introduce messages
> into the system.
> 
> Does anyone know if there is a modification to RT that lets it retrieve its
> messages from a POP server instead? Many thanks!
> 
> Rich Brown
> Hanover, NH USA 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Wed Dec 12 11:56:31 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 12 Dec 2001 11:56:31 -0500
Subject: [rt-users] Resolving via Email in RT2
In-Reply-To: <20011212115256.O14480@xs4all.nl>; from scott@xs4all.nl on Wed, Dec 12, 2001 at 11:52:56AM +0100
References: <20011212115256.O14480@xs4all.nl>
Message-ID: <20011212115631.C10604@pallas.fsck.com>

There's no functionality for that in the standard mail gateway.
Enhanced-mailgate is your best bet for this.  (you can always go hack it
to not need pgp authentication...)


On Wed, Dec 12, 2001 at 11:52:56AM +0100, Scott A. McIntyre wrote:
> Hi,
> 
> In looking through the mail archives I saw a few references on how to
> resolve tickets by sending an appropriately crafted message to
> rt-mailgate, but thusfar with RT2 it merely ends up adding my commands
> as correspondence to a given ticket.  There doesn't appear to be any
> current documentation on RT2 for these types of actions (yet :-)
> 
> I see that the enhanced-mailgate has some options for this as well,
> using PGP keys/signatures, but if there was a way to perform it with the
> current rt-mailgate that would be preferable.
> 
> Open to suggestions!
> 
> Thanks,
> Scott
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From psneto at telepar.com.br  Wed Dec 12 12:48:29 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Wed, 12 Dec 2001 15:48:29 -0200
Subject: [rt-users] Grouping tickets
Message-ID: <3D98391A7EA2D31192E5000629385A9606CCAB3D@correio.telepar.com.br>

Hi,

I have a RT queue to abuse complaints, and I'd like to group tickets
regarding the same SPAM, notifying all the requestors involved. Currently I
do it resolving the tickets individually, and I have a scrip
"NotifyRequestors onResolve with Template Resolved".

Any idea ?

TIA,

Presciliano



From damian at sentex.net  Wed Dec 12 12:57:58 2001
From: damian at sentex.net (Damian Gerow)
Date: Wed, 12 Dec 2001 12:57:58 -0500
Subject: [rt-users] Grouping tickets
In-Reply-To: <3D98391A7EA2D31192E5000629385A9606CCAB3D@correio.telepar.c
 om.br>
Message-ID: <5.1.0.14.2.20011212125716.04086790@marble.sentex.ca>

>I have a RT queue to abuse complaints, and I'd like to group tickets
>regarding the same SPAM, notifying all the requestors involved. Currently I
>do it resolving the tickets individually, and I have a scrip
>"NotifyRequestors onResolve with Template Resolved".
>
>Any idea ?

Check the 'Links' section of the ticket -- you can merge all the tickets 
into one, and all the Requestors will be kept on the ticket, so by 
resolving the ticket, you'll be notifying all the requestors.




From jesse at bestpractical.com  Wed Dec 12 13:14:27 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 12 Dec 2001 13:14:27 -0500
Subject: [rt-users] comments sent to requestors after requestors change...
In-Reply-To: <NEBBLOGPKDMMGOAPDMJJAELPCKAA.jdoyle@traxit.com>; from jdoyle@traxit.com on Fri, Nov 30, 2001 at 03:59:57PM -0500
References: <NEBBLOGPKDMMGOAPDMJJAELPCKAA.jdoyle@traxit.com>
Message-ID: <20011212131427.E10604@pallas.fsck.com>

Sounds like you've set up scrips to "NotifyAllWatchers" "OnComment" or "OnTransaction"....



On Fri, Nov 30, 2001 at 03:59:57PM -0500, Jim Doyle wrote:
> I have recently noticed that requestors are being sent comments from RT
> after I change the requestor of the ticket.
> 
> This is occurring on RT 2.0.8 and Redhat 7.1 using sendmail as the MTA and
> MySQL for the db.
> 
> Any ideas why this is happening and how to fix it?
> 
> Jim
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From psneto at telepar.com.br  Wed Dec 12 13:50:49 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Wed, 12 Dec 2001 16:50:49 -0200
Subject: RES: [rt-users] Grouping tickets
Message-ID: <3D98391A7EA2D31192E5000629385A9606CCAB3E@correio.telepar.com.br>

Ok, but is possible to select tickets and merge then at once or I need to
modify each ticket individually ?

Presciliano

> ----- Mensagem original -----
> De:		Damian Gerow [SMTP:damian at sentex.net]
> Enviada em:		Quarta-feira, 12 de Dezembro de 2001 15:58
> Para:		rt-users at lists.fsck.com
> Assunto:		Re: [rt-users] Grouping tickets
> 
> 
> >I have a RT queue to abuse complaints, and I'd like to group tickets
> >regarding the same SPAM, notifying all the requestors involved. Currently
> I
> >do it resolving the tickets individually, and I have a scrip
> >"NotifyRequestors onResolve with Template Resolved".
> >
> >Any idea ?
> 
> Check the 'Links' section of the ticket -- you can merge all the tickets 
> into one, and all the Requestors will be kept on the ticket, so by 
> resolving the ticket, you'll be notifying all the requestors.



From damian at sentex.net  Wed Dec 12 14:02:25 2001
From: damian at sentex.net (Damian Gerow)
Date: Wed, 12 Dec 2001 14:02:25 -0500
Subject: RES: [rt-users] Grouping tickets
In-Reply-To: <3D98391A7EA2D31192E5000629385A9606CCAB3E@correio.telepar.c
 om.br>
Message-ID: <5.1.0.14.2.20011212135953.0412cb08@marble.sentex.ca>

>Ok, but is possible to select tickets and merge then at once or I need to
>modify each ticket individually ?

You have to merge each individually, but it's cascading -- so 301->302 
means you only have to merge 302->303 to get three tickets merged.

AFAIK, there's no 'merge' function for the CLI, which is  something that 
I've been looking at doing.  Is anyone working on the CLI utilities right now?




From jesse at bestpractical.com  Wed Dec 12 14:15:31 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 12 Dec 2001 14:15:31 -0500
Subject: RES: [rt-users] Grouping tickets
In-Reply-To: <5.1.0.14.2.20011212135953.0412cb08@marble.sentex.ca>; from damian@sentex.net on Wed, Dec 12, 2001 at 02:02:25PM -0500
References: <3D98391A7EA2D31192E5000629385A9606CCAB3E@correio.telepar.c om.br> <5.1.0.14.2.20011212135953.0412cb08@marble.sentex.ca>
Message-ID: <20011212141531.F10604@pallas.fsck.com>

The web ui has "Update all these tickets at once". It shouldn't be too
hard to add "Merge into" functionality there....


From the cli   --merge-into=<id> is there, but not in the docs. 
That should be remedied in 2.0.10




On Wed, Dec 12, 2001 at 02:02:25PM -0500, Damian Gerow wrote:
> 
> >Ok, but is possible to select tickets and merge then at once or I need to
> >modify each ticket individually ?
> 
> You have to merge each individually, but it's cascading -- so 301->302 
> means you only have to merge 302->303 to get three tickets merged.
> 
> AFAIK, there's no 'merge' function for the CLI, which is  something that 
> I've been looking at doing.  Is anyone working on the CLI utilities right now?
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From soema at hotmail.com  Wed Dec 12 14:32:47 2001
From: soema at hotmail.com (So ema)
Date: Wed, 12 Dec 2001 19:32:47 +0000
Subject: [rt-users] Lost attachments
Message-ID: <LAW2-F655k4R9xC2pKF000016fe@hotmail.com>

Hi,

I have a problem with RT 2.0.9 that i haven't seen before on this list:  
File attachments are lost on the way out of the RT system.  Users can mail 
attachments in to the system, and they show up and can be downloaded from 
the web interface, but none of the AdminCC's or Requestors see the 
attachment on mail that they receive.  I looked at my sendmail logs and i 
can see the attachment come in, and i can see the multiple-recipient message 
get sent out shortly after, but without the attachment.

I've checked config.pm, and all the attachment-related options are set 
appropriately.  Is there some kind of RT log that i can check to if it's 
stripping attachments?  How can i further debug this problem?


Thanks for your help,
Mike

(no i'm not a regular hotmail user; i just want to protect my real mail 
account from spam.  :))

_________________________________________________________________
Send and receive Hotmail on your mobile device: http://mobile.msn.com




From hwagener at hamburg.fcb.com  Wed Dec 12 10:47:02 2001
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 12 Dec 2001 16:47:02 +0100
Subject: [rt-users] More on best practices
References: <3C1778E6.FE54BE05@ssww.com>
Message-ID: <3C177BF6.F12515F7@hamburg.fcb.com>

Carrie Coy wrote:
> 
> We're getting ready to launch RequestTracker in a ~300 employee (6
> developers/4 sys admin types) company that has no existing problem
> tracking system.   I welcome advice on how to set up queues and
> front-end.
> 
> What's better?  A couple queues (development, support) with
> keyword-tagged requests (Hardware/Software/SysAdmin)?   More queues
> (Database development, Database bugs, Printing, Email, PC, Web, Dial-up,
> SysAdministration, etc)?

[snip]

> A "Success Stories" section with contributions from RT fans would be an
> incredibly helpful addition to the documentation.
> 
> Thanks,
> Carrie Coy

We have a single queue without key words and stuff, and rt works well for an IT
team of five supporting about 230 people locally and 400 nation wide.

Regards,
	Harald

-- 
Harald Wagener      |                                Systemadministrator 
FCB/Wilkens GmbH    |                              Tel.:+49-40-2881-1252 
An der Alster 42    |                              Fax.:+49-40-2881-1263 
20099 Hamburg       |                         http://www.fcb-wilkens.com



From davidwagenheim at yahoo.com  Wed Dec 12 15:28:20 2001
From: davidwagenheim at yahoo.com (David Wagenheim)
Date: Wed, 12 Dec 2001 15:28:20 -0500
Subject: [rt-users] Mailed in requests not getting an autoreply
Message-ID: <3C17BDE4.5230A85E@yahoo.com>

Hi,

I've set up RT-2.0.9 on FreeBSD 4.3 with Sendmail 8.11.3.  When I mail
in a new request
to any queue, an autoreply is not sent.  I have a scrip set up that
reads:

OnCreate AutoreplyToRequestors with template CS Queue - Autoreply to
Customer

I watch the mail log and I see entries for the mail that creates the
request (1 from
the user (david), then 2 from daemon, and 1 to
|/usr/local/rt2/bin/rt-mailgate --queue
custservice --action correspond), but I don't see any logging of an
autoreply and
the user that sent in the mail doesn't get an autoreply.

Requests generated via the web gui do get autoreplied to (I see entries
in the mail
log and the user gets mail).

Also, in the log directory (775, owned by rt:rt), I am getting entries
(644, owned
by daemon:rt) that are empty.  Those are the result of mailing in a
request or requests
generated via the webgui.

Any help would be greatly appreciated,

David


_________________________________________________________
Do You Yahoo!?
Get your free @yahoo.com address at http://mail.yahoo.com




From alan_milligan at hotmail.com  Wed Dec 12 21:17:50 2001
From: alan_milligan at hotmail.com (alan milligan)
Date: Wed, 12 Dec 2001 21:17:50 
Subject: [rt-users] RT2 Apache Proxy Setup
Message-ID: <F53ddX47sFoai8XKPl500001268@hotmail.com>

Jesse,

I have found the initial problem:

This message appears in your log:
[Wed Dec 12 19:42:15 2001] [error] [client 127.0.0.1] client denied by 
server configuration: proxy:http://localhost:1234/

You need this directive in your httpd.conf (well your own domain):

	<Directory proxy:https://www.balclutha.org:1234>
		Order Allow,Deny
		Allow from all
	</Directory>

Then the next issue is not found: rt2/NoAuth/... on my local - not even the 
remote server dealing with the request...:
[Wed Dec 12 21:04:08 2001] [error] [client 127.0.0.1] File does not exist: 
/home/alan/src/websites/balclutha/rt/NoAuth/webrt.css
[Wed Dec 12 21:05:09 2001] [error] [client 127.0.0.1] File does not exist: 
/home/alan/src/websites/balclutha/https//www.balclutha.org/rt//NoAuth/images//rt.jpg
[Wed Dec 12 21:05:09 2001] [error] [client 127.0.0.1] File does not exist: 
/home/alan/src/websites/balclutha/https//www.balclutha.org/rt//NoAuth/images/spacer.gif

There seems to be something naf with the way the proxy URL writing is taking 
place.  If you set the alias to rt instead of rt2 it all works:
Final configuration for proxy (Apache 1.3.19):

	<Directory proxy:https://www.balclutha.org:1234>
		Order Allow,Deny
		Allow from all
	</Directory>
	ProxyPass 	 /rt  https://www.balclutha.org:1234


I have a much more complex issue to resolve now, and ideas are welcomed!  I 
use my own PerlFixupHandler - it is actually an authentication module, but I 
am too lazy to use it within <DIRECTORY> or <LIMIT> blocks everywhere :)

The proxy redirection does not work through my handler, I too was getting 
the original client denied by server configuration: 
proxy:http://localhost:1234/.

I fixed this by allowing passthru if the request is a proxy:

sub handler {
    my $req_rec = shift;
    return DECLINED if $req_rec->proxyreq;
    ....
}

Now, I get no diagnostics in my Apache log, and the 'file not found on 
server' error on my browser.

Does anyone have any ideas?


Cheers, Alan


>From: Jesse Vincent <jesse at bestpractical.com>
>To: alan milligan <alan_milligan at hotmail.com>
>CC: rt-users at lists.fsck.com
>Subject: Re: [rt-users] RT2 Apache Proxy Setup
>Date: Wed, 12 Dec 2001 01:07:11 -0500
>MIME-Version: 1.0
>Received: from [63.251.136.85] by hotmail.com (3.2) with ESMTP id 
>MHotMailBDE0412D00BE4004315D3FFB88550F8C0; Tue, 11 Dec 2001 22:16:17 -0800
>Received: from pallas.eruditorum.org (localhost [127.0.0.1])by 
>pallas.eruditorum.org (Postfix) with ESMTPid BE991111D6; Wed, 12 Dec 2001 
>01:11:26 -0500 (EST)
>Received: by pallas.eruditorum.org (Postfix, from userid 1037)id 
>83641111D6; Wed, 12 Dec 2001 01:07:11 -0500 (EST)
>From rt-users-admin at lists.fsck.com Tue, 11 Dec 2001 22:16:44 -0800
>Delivered-To: rt-users at pallas.eruditorum.org
>Message-ID: <20011212010711.Y10604 at pallas.fsck.com>
>References: <F243ZCHusMjQHtMFauk00000663 at hotmail.com>
>User-Agent: Mutt/1.2.5i
>In-Reply-To: <F243ZCHusMjQHtMFauk00000663 at hotmail.com>; from 
>alan_milligan at hotmail.com on Wed, Dec 12, 2001 at 05:54:53AM +0000
>Sender: rt-users-admin at lists.fsck.com
>Errors-To: rt-users-admin at lists.fsck.com
>X-BeenThere: rt-users at lists.fsck.com
>X-Mailman-Version: 2.0beta5
>Precedence: bulk
>List-Id: For users of RT: Request Tracker <rt-users.lists.fsck.com>
>
>
>Presuming you set up your stuff to listen to /rt2 on port 1234, How about
>
>ProxyPass /rt2  http://localhost:1234/rt2/
>
>Seeing more of your apache config file would help debugging.
>
>
>On Wed, Dec 12, 2001 at 05:54:53AM +0000, alan milligan wrote:
> > Hi guys,
> >
> > I'm trying to get rt2 going using the ProxyPass stuff in the setup
> > documentation, as database handles are precious.  I have it going quite
> > happily independently on http://localhost:1234,
> >
> > I have a single entry for this in my Apache virtual host section:
> >
> > 	ProxyPass /rt2/  http://localhost:1234/
> >
> > However, from my https://localhost/rt2 URL location, I get a 'The 
>requested
> > URL /rt2 was not found on this server' message (and for
> > https://localhost/rt2/).  It is basically ignoring my proxy request and
> > attempting to serve normally.  (If there is an issue with going from
> > http/https via a proxy - I'd expect an entirely different error ...)
> >
> > I'm new to using proxy's with Apache, but the Apache documentation 
>doesn't
> > suggest your install instructions are at all deficient.  But there is a 
>TODO
> > there with an example of a httpd.conf required.  Does my answer lie in 
>there
> > somewhere?
> >
> > Cheers, Alan
> >
> >
> >
> > _________________________________________________________________
> > Get your FREE download of MSN Explorer at 
>http://explorer.msn.com/intl.asp.
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
>--
>http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users




_________________________________________________________________
Join the world?s largest e-mail service with MSN Hotmail. 
http://www.hotmail.com




From feargal at thecia.ie  Wed Dec 12 16:52:40 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Wed, 12 Dec 2001 21:52:40 +0000
Subject: [rt-users] Mailed in requests not getting an autoreply
In-Reply-To: <3C17BDE4.5230A85E@yahoo.com>
References: <3C17BDE4.5230A85E@yahoo.com>
Message-ID: <20011212215240.202d0bf6.feargal@thecia.ie>

Check that you have 'UseFriendlyTo' in config.pm set to 0.

On Wed, 12 Dec 2001 15:28:20 -0500
David Wagenheim <davidwagenheim at yahoo.com> wrote:

> Hi,
> 
> I've set up RT-2.0.9 on FreeBSD 4.3 with Sendmail 8.11.3.  When I mail
> in a new request
> to any queue, an autoreply is not sent.  I have a scrip set up that
> reads:
> 
> OnCreate AutoreplyToRequestors with template CS Queue - Autoreply to
> Customer
> 
> I watch the mail log and I see entries for the mail that creates the
> request (1 from
> the user (david), then 2 from daemon, and 1 to
> |/usr/local/rt2/bin/rt-mailgate --queue
> custservice --action correspond), but I don't see any logging of an
> autoreply and
> the user that sent in the mail doesn't get an autoreply.
> 
> Requests generated via the web gui do get autoreplied to (I see entries
> in the mail
> log and the user gets mail).
> 
> Also, in the log directory (775, owned by rt:rt), I am getting entries
> (644, owned
> by daemon:rt) that are empty.  Those are the result of mailing in a
> request or requests
> generated via the webgui.
> 
> Any help would be greatly appreciated,
> 
> David
> 
> 
> _________________________________________________________
> Do You Yahoo!?
> Get your free @yahoo.com address at http://mail.yahoo.com
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


-- 
Feargal Reilly,                        | Communications House, 
Systems Administrator.                 | 1a Lower Pembroke Street,
The CIA - http://www.thecia.ie/        | Dublin 2,
Ph: +353-1-6768230 Fax: +353-1-6767720 | Ireland.

PGP fingerprint: 9EA0 F62E 2345 6062 E522 00F2 31D0 B1B0 D678 96DB

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From davidwagenheim at yahoo.com  Wed Dec 12 22:55:36 2001
From: davidwagenheim at yahoo.com (David Wagenheim)
Date: Wed, 12 Dec 2001 22:55:36 -0500
Subject: [rt-users] Mailed in requests not getting an autoreply
References: <3C17BDE4.5230A85E@yahoo.com> <20011212215240.202d0bf6.feargal@thecia.ie>
Message-ID: <3C1826B8.25D6E797@yahoo.com>

Yup.  I already had 'UseFriendlyTo' set to 0.  Anything else you can think of
that I should look at?

Feargal Reilly wrote:

> Check that you have 'UseFriendlyTo' in config.pm set to 0.
>
> On Wed, 12 Dec 2001 15:28:20 -0500
> David Wagenheim <davidwagenheim at yahoo.com> wrote:
>
> > Hi,
> >
> > I've set up RT-2.0.9 on FreeBSD 4.3 with Sendmail 8.11.3.  When I mail
> > in a new request
> > to any queue, an autoreply is not sent.  I have a scrip set up that
> > reads:
> >
> > OnCreate AutoreplyToRequestors with template CS Queue - Autoreply to
> > Customer
> >
> > I watch the mail log and I see entries for the mail that creates the
> > request (1 from
> > the user (david), then 2 from daemon, and 1 to
> > |/usr/local/rt2/bin/rt-mailgate --queue
> > custservice --action correspond), but I don't see any logging of an
> > autoreply and
> > the user that sent in the mail doesn't get an autoreply.
> >
> > Requests generated via the web gui do get autoreplied to (I see entries
> > in the mail
> > log and the user gets mail).
> >
> > Also, in the log directory (775, owned by rt:rt), I am getting entries
> > (644, owned
> > by daemon:rt) that are empty.  Those are the result of mailing in a
> > request or requests
> > generated via the webgui.
> >
> > Any help would be greatly appreciated,
> >
> > David
> >
> >
> > _________________________________________________________
> > Do You Yahoo!?
> > Get your free @yahoo.com address at http://mail.yahoo.com
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
> --
> Feargal Reilly,                        | Communications House,
> Systems Administrator.                 | 1a Lower Pembroke Street,
> The CIA - http://www.thecia.ie/        | Dublin 2,
> Ph: +353-1-6768230 Fax: +353-1-6767720 | Ireland.
>
> PGP fingerprint: 9EA0 F62E 2345 6062 E522 00F2 31D0 B1B0 D678 96DB
>
>   ------------------------------------------------------------------------
>    Part 1.2Type: application/pgp-signature


_________________________________________________________
Do You Yahoo!?
Get your free @yahoo.com address at http://mail.yahoo.com




From andreas.schyman at ctrl-ps.com  Thu Dec 13 04:11:49 2001
From: andreas.schyman at ctrl-ps.com (Andreas Schyman)
Date: Thu, 13 Dec 2001 10:11:49 +0100
Subject: [rt-users] Lost attachments
Message-ID: <E0122504A55DD4118B560060979670993B1E6D@SERVER>

Isn't this related to the feature that when adding attachements in RT,
they only get added to the ticket, and not sent as an attachement in
the mail? I'm not into the internals of RT, but I suppose that the
scrip/template combination you have set up doesn't send attachements
from RT. What happens is probably that RT recieves the mail, parses it,
saves it to a storage, and sends the content (without the attachement)
according to the scrips. Take a look at the thread at
http://lists.fsck.com/pipermail/rt-users/2001-October/004721.html for
more about this.

Perhaps you can modify the NotifyWithAttachment.pm found in the thread
to do what you want.

Regards,
Andreas

> -----Original Message-----
> From: So ema [mailto:soema at hotmail.com]
> Sent: den 12 december 2001 20:33
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Lost attachments
> 
> 
> 
> Hi,
> 
> I have a problem with RT 2.0.9 that i haven't seen before on 
> this list:  
> File attachments are lost on the way out of the RT system.  
> Users can mail 
> attachments in to the system, and they show up and can be 
> downloaded from 
> the web interface, but none of the AdminCC's or Requestors see the 
> attachment on mail that they receive.  I looked at my 
> sendmail logs and i 
> can see the attachment come in, and i can see the 
> multiple-recipient message 
> get sent out shortly after, but without the attachment.
> 
> I've checked config.pm, and all the attachment-related 
> options are set 
> appropriately.  Is there some kind of RT log that i can check 
> to if it's 
> stripping attachments?  How can i further debug this problem?
> 
> 
> Thanks for your help,
> Mike
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From thorsten.sturm at gentleware.de  Thu Dec 13 04:44:27 2001
From: thorsten.sturm at gentleware.de (Thorsten Sturm)
Date: Thu, 13 Dec 2001 10:44:27 +0100
Subject: [rt-users] POST/GET errors when using RT
Message-ID: <3C18787B.371988E@gentleware.de>

Hi,

it took me quite some time to get the configuration of RT as I needed
it. Except for 2 issues, it now works fine for me. But these two issues
are really annoying.

First, there are a whole lot of POST/GET error messages coming up. Lots
of clicks end up in an error page, that looks like coming from apache to
me, saying that there is a "Proxy Error" and "The proxy server could not
handle the request GET /rt2/NoAuth/webrt.css.". Reason stated is
"Document contains no data". Pressing the back button on my browser gets
me to the page I called. Sometimes, pressing "Back" has to be redone
several times.

Second, I still can't go to all those pages called "index.html"
directly. Doing any action, that would go to one of these pages only
shows me the content of the directory the page comes from. Clicking on
the index.html entry brings me to the desired page, but all parameters
are lost. This is really annoying. I'm sure that there is something
wrong either in my apache or RT configuration, but I can't figure out,
what it is.

My configuration is Mandrake 7.2, Perl 5.6.0,  Apache 1.3.14, RT 2.0.8

httpd.conf:

 ProxyPass              /perl/ http://127.0.0.1:8200/
 ProxyPass              /rt2/ http://127.0.0.1:8200/rt2/
 ProxyPass              /rt2 http://127.0.0.1:8200/rt2/
 ProxyPassReverse       /perl/ http://127.0.0.1:8200/
 ProxyPassReverse       /rt2/ http://127.0.0.1:8200/rt2/
 ProxyPassReverse       /rt2 http://127.0.0.1:8200/rt2/

httpd-perl.conf:

    Alias /icons/ /var/www/icons/
    Alias /rt2 /opt/rt2/WebRT/html
    PerlModule Apache::DBI
    PerlFreshRestart On
    PerlRequire /opt/rt2/bin/webmux.pl
    <Location /rt2>
        DirectoryIndex index.html
        SetHandler perl-script
        PerlHandler RT::Mason
        Options +Indexes
    </Location>

Several locations of "Options +Indexes" and "DirectoryIndex index.html"
have been tested, but none of them worked.

Please help. I really like using RT , but these problem drive me crazy.


Thanks,

Thorsten

From d.bergmann at gom.com  Thu Dec 13 07:07:21 2001
From: d.bergmann at gom.com (Dirk Bergmann)
Date: Thu, 13 Dec 2001 13:07:21 +0100
Subject: [rt-users] Keyword question
Message-ID: <3C1899F9.5E68D7F6@gom.com>

Hello together,

I?m new on the list. So first of all: We like rt/rt2 !!!

We have updated to RT2, most of all seems to be working.
Keywords are the only open issue. I?ve got the keywords-HOWTO
(thanks to Marc Hedlund), but I can not find the right info there.

So here we go:
We have decided, that we want to classify tickets via special
keywords (Milestone, product area, ...). This works well, I can
see the info on each ticket, I can search for special criterias, ...

BUT:
Can I list the keywords in the ticket list (same as status, ...) ?
(I have found the possiblity to adjust the visualisation of the list
but no hint about keywords)
Can I get a keyword list for each ticket via the command line tool ?

Thanks in advance

Dirk



From daniel at 34SP.com  Thu Dec 13 12:33:08 2001
From: daniel at 34SP.com (Daniel Foster)
Date: Thu, 13 Dec 2001 17:33:08 +0000
Subject: [rt-users] Mailed in requests not getting an autoreply
In-Reply-To: <3C1826B8.25D6E797@yahoo.com>; from davidwagenheim@yahoo.com on Wed, Dec 12, 2001 at 10:55:36PM -0500
References: <3C17BDE4.5230A85E@yahoo.com> <20011212215240.202d0bf6.feargal@thecia.ie> <3C1826B8.25D6E797@yahoo.com>
Message-ID: <20011213173308.E28294@epithet.gotadsl.co.uk>

I'm having this exact same issue, and have deleted and recreated the scrips many times, both as global and queue specific scrips to no avail.  FreeBSD 4.4-RELEASE, RT 2.0.9, Sendmail 8.12.1

On Wed, Dec 12, 2001 at 10:55:36PM -0500, David Wagenheim wrote:
> Yup.  I already had 'UseFriendlyTo' set to 0.  Anything else you can think of
> that I should look at?
> 
> Feargal Reilly wrote:
> 
> > Check that you have 'UseFriendlyTo' in config.pm set to 0.
> >
> > On Wed, 12 Dec 2001 15:28:20 -0500
> > David Wagenheim <davidwagenheim at yahoo.com> wrote:
> >
> > > Hi,
> > >
> > > I've set up RT-2.0.9 on FreeBSD 4.3 with Sendmail 8.11.3.  When I mail
> > > in a new request
> > > to any queue, an autoreply is not sent.  I have a scrip set up that
> > > reads:
> > >
> > > OnCreate AutoreplyToRequestors with template CS Queue - Autoreply to
> > > Customer
> > >
> > > I watch the mail log and I see entries for the mail that creates the
> > > request (1 from
> > > the user (david), then 2 from daemon, and 1 to
> > > |/usr/local/rt2/bin/rt-mailgate --queue
> > > custservice --action correspond), but I don't see any logging of an
> > > autoreply and
> > > the user that sent in the mail doesn't get an autoreply.
> > >
> > > Requests generated via the web gui do get autoreplied to (I see entries
> > > in the mail
> > > log and the user gets mail).
> > >
> > > Also, in the log directory (775, owned by rt:rt), I am getting entries
> > > (644, owned
> > > by daemon:rt) that are empty.  Those are the result of mailing in a
> > > request or requests
> > > generated via the webgui.
> > >
> > > Any help would be greatly appreciated,
> > >
> > > David
> > >
> > >
> > > _________________________________________________________
> > > Do You Yahoo!?
> > > Get your free @yahoo.com address at http://mail.yahoo.com
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> >
> > --
> > Feargal Reilly,                        | Communications House,
> > Systems Administrator.                 | 1a Lower Pembroke Street,
> > The CIA - http://www.thecia.ie/        | Dublin 2,
> > Ph: +353-1-6768230 Fax: +353-1-6767720 | Ireland.
> >
> > PGP fingerprint: 9EA0 F62E 2345 6062 E522 00F2 31D0 B1B0 D678 96DB
> >
> >   ------------------------------------------------------------------------
> >    Part 1.2Type: application/pgp-signature
> 
> 
> _________________________________________________________
> Do You Yahoo!?
> Get your free @yahoo.com address at http://mail.yahoo.com
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
-- 

Daniel Foster
Technical Director - 34SP.com
daniel at 34SP.com



From jesse at bestpractical.com  Thu Dec 13 12:52:07 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 13 Dec 2001 12:52:07 -0500
Subject: [rt-users] Mailed in requests not getting an autoreply
In-Reply-To: <20011213173308.E28294@epithet.gotadsl.co.uk>; from daniel@34SP.com on Thu, Dec 13, 2001 at 05:33:08PM +0000
References: <3C17BDE4.5230A85E@yahoo.com> <20011212215240.202d0bf6.feargal@thecia.ie> <3C1826B8.25D6E797@yahoo.com> <20011213173308.E28294@epithet.gotadsl.co.uk>
Message-ID: <20011213125207.P10604@pallas.fsck.com>

Are you using 'sendmail' or 'sendmailpipe' for RT's mail sending. If one 
doesn't work, I recommend trying the other ;)


On Thu, Dec 13, 2001 at 05:33:08PM +0000, Daniel Foster wrote:
> I'm having this exact same issue, and have deleted and recreated the scrips many times, both as global and queue specific scrips to no avail.  FreeBSD 4.4-RELEASE, RT 2.0.9, Sendmail 8.12.1
> 
> On Wed, Dec 12, 2001 at 10:55:36PM -0500, David Wagenheim wrote:
> > Yup.  I already had 'UseFriendlyTo' set to 0.  Anything else you can think of
> > that I should look at?
> > 
> > Feargal Reilly wrote:
> > 
> > > Check that you have 'UseFriendlyTo' in config.pm set to 0.
> > >
> > > On Wed, 12 Dec 2001 15:28:20 -0500
> > > David Wagenheim <davidwagenheim at yahoo.com> wrote:
> > >
> > > > Hi,
> > > >
> > > > I've set up RT-2.0.9 on FreeBSD 4.3 with Sendmail 8.11.3.  When I mail
> > > > in a new request
> > > > to any queue, an autoreply is not sent.  I have a scrip set up that
> > > > reads:
> > > >
> > > > OnCreate AutoreplyToRequestors with template CS Queue - Autoreply to
> > > > Customer
> > > >
> > > > I watch the mail log and I see entries for the mail that creates the
> > > > request (1 from
> > > > the user (david), then 2 from daemon, and 1 to
> > > > |/usr/local/rt2/bin/rt-mailgate --queue
> > > > custservice --action correspond), but I don't see any logging of an
> > > > autoreply and
> > > > the user that sent in the mail doesn't get an autoreply.
> > > >
> > > > Requests generated via the web gui do get autoreplied to (I see entries
> > > > in the mail
> > > > log and the user gets mail).
> > > >
> > > > Also, in the log directory (775, owned by rt:rt), I am getting entries
> > > > (644, owned
> > > > by daemon:rt) that are empty.  Those are the result of mailing in a
> > > > request or requests
> > > > generated via the webgui.
> > > >
> > > > Any help would be greatly appreciated,
> > > >
> > > > David
> > > >
> > > >
> > > > _________________________________________________________
> > > > Do You Yahoo!?
> > > > Get your free @yahoo.com address at http://mail.yahoo.com
> > > >
> > > >
> > > > _______________________________________________
> > > > rt-users mailing list
> > > > rt-users at lists.fsck.com
> > > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > >
> > >
> > > --
> > > Feargal Reilly,                        | Communications House,
> > > Systems Administrator.                 | 1a Lower Pembroke Street,
> > > The CIA - http://www.thecia.ie/        | Dublin 2,
> > > Ph: +353-1-6768230 Fax: +353-1-6767720 | Ireland.
> > >
> > > PGP fingerprint: 9EA0 F62E 2345 6062 E522 00F2 31D0 B1B0 D678 96DB
> > >
> > >   ------------------------------------------------------------------------
> > >    Part 1.2Type: application/pgp-signature
> > 
> > 
> > _________________________________________________________
> > Do You Yahoo!?
> > Get your free @yahoo.com address at http://mail.yahoo.com
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> -- 
> 
> Daniel Foster
> Technical Director - 34SP.com
> daniel at 34SP.com
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From dphull at ku.edu  Thu Dec 13 11:02:35 2001
From: dphull at ku.edu (dphull at ku.edu)
Date: Thu, 13 Dec 2001 10:02:35 -0600 (CST)
Subject: [rt-users] email not being sent, again...
Message-ID: <Pine.LNX.4.33.0112130956580.19393-100000@insipid.cc.ukans.edu>

I have been looking through the archives of the mailing list and see that
this is a fairly common issue, however, none of the entries therein has
helped me thus far.

I've been playing with the "general" queue. I have added the necessary
scrips both globally and to this queue specifically so that email will be
sent to the requestor on status change, resolve and correspondence.

However, no mail is sent to the requestor on any of these events.

The requestor does receive the auto-reply when a new ticket is created. I
am not getting any errors logged on this in the rt.log files, nor in the
maillog file and there's no relevant info. in the httpd logs.

I'm frustrated and baffled. Any help appreciated.


Dave Hull
http://insipid.com
---
NEVER swerve to hit a lawyer riding a bicycle -- it might be your bicycle.




From dphull at ku.edu  Thu Dec 13 11:11:02 2001
From: dphull at ku.edu (dphull at ku.edu)
Date: Thu, 13 Dec 2001 10:11:02 -0600 (CST)
Subject: [rt-users] Re: email not being sent, again...
In-Reply-To: <Pine.LNX.4.33.0112130956580.19393-100000@insipid.cc.ukans.edu>
Message-ID: <Pine.LNX.4.33.0112131010120.19393-100000@insipid.cc.ukans.edu>

Nevermind, I just came across a post in the archive saying that if the
requestor's address is the same as the person replying, an email will not
be sent.

This solved the problem.

Thanks.


On Thu, 13 Dec 2001 dphull at ku.edu wrote:

> I have been looking through the archives of the mailing list and see that
> this is a fairly common issue, however, none of the entries therein has
> helped me thus far.
>
> I've been playing with the "general" queue. I have added the necessary
> scrips both globally and to this queue specifically so that email will be
> sent to the requestor on status change, resolve and correspondence.
>
> However, no mail is sent to the requestor on any of these events.
>
> The requestor does receive the auto-reply when a new ticket is created. I
> am not getting any errors logged on this in the rt.log files, nor in the
> maillog file and there's no relevant info. in the httpd logs.
>
> I'm frustrated and baffled. Any help appreciated.
>
>
> Dave Hull
> http://insipid.com
> ---
> NEVER swerve to hit a lawyer riding a bicycle -- it might be your bicycle.
>
>

Dave Hull
http://insipid.com
---
You know that feeling when you're leaning back on a stool and it starts to tip
over?  Well, that's how I feel all the time.
-- Steven Wright




From david at micro-prince.com  Thu Dec 13 15:21:55 2001
From: david at micro-prince.com (David Fletcher)
Date: Thu, 13 Dec 2001 15:21:55 -0500
Subject: [rt-users] 6000 tickets system slows down and eats memory
References: <Pine.LNX.4.30.0109211158070.13709-100000@beast.toad.net>
Message-ID: <027c01c18413$cf344980$0ac8a8c0@david>

While looking at older messages about RT2 being slow I came accross this
thread.  I feel really dumb reading the following example:

> The other thing I've been doing to keep things running smoothly is running
> the following statements nightly via cron -- adapt as makes sense for you:
>
> $dbh->do("OPTIMIZE TABLE Tickets");
> print "Optimized Tickets.\n";
> $dbh->do("OPTIMIZE TABLE Transactions");
> print "Optimized Transactions.\n";
> $dbh->do("OPTIMIZE TABLE Attachments");
> print "Optimized Attachments.\n";
> $dbh->do("OPTIMIZE TABLE Watchers");
> print "Optimized Watchers.\n";
> $dbh->do("OPTIMIZE TABLE ObjectKeywords");
> print "Optimized ObjectKeywords.\nDone!\n\n";
>
> This clears out any deleted stuff and defrags the tables too I believe.
>


Could someone help out a dummy like me with an explanation of how to
implement this, or point me to the right documentation to figure it out?

Thanks,
David




From david at micro-prince.com  Thu Dec 13 15:35:21 2001
From: david at micro-prince.com (David Fletcher)
Date: Thu, 13 Dec 2001 15:35:21 -0500
Subject: [rt-users] Create ticket slow
Message-ID: <02b601c18415$af317c00$0ac8a8c0@david>

We're running RT2 very hapilly on a dual PPro 200.  Everything performs well
except creating tickets from the WebUI.  That takes 30-45 seconds.  I've
watched the cpu load on the server during the ticket creation process, and
it just seems to sit there.  Is there anything in particular that I should
look at to see what's going on?  We seem to have plenty of free ram and
we're not even touching the swap partition.

Any suggestions welcome.

Thanks,
David
__________________________________________

David Fletcher
Micro-Prince Computers
(904)721-0867
(904)721-1253 fax
http://www.micro-prince.com (business)
http://www.mahonri.org (personal)
__________________________________________





From Fred.Percynski at divine.com  Thu Dec 13 17:43:06 2001
From: Fred.Percynski at divine.com (Percynski, Fred)
Date: Thu, 13 Dec 2001 16:43:06 -0600
Subject: [rt-users] body of ticket not showing up
Message-ID: <9B70F6DB734EC041AE5316005C6188B204B425@LIILMTST04.mailtask.com>

That didn't fix it.   I just read an old post that said to click on
"Download" in these situations.  Yes clicking on Download does display
the entire body.  So what is the difference between displaying the
information inline vs clicking on Download?  Is it something related to
MIME type?


-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Tuesday, December 11, 2001 3:03 PM
To: Percynski, Fred
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] body of ticket not showing up


You need to adjust mysql's max_allowed_packet in the config file.

max_allowed_packet = 16M 

ought to do you.





On Tue, Dec 11, 2001 at 01:47:52PM -0600, Percynski, Fred wrote:
> ver 2.0.8
> 
> When creating a new ticket I am pasting a *lot* of information into
the
> body of the ticket.  I submit the ticket but when I view the ticket
this
> information does not display (the date/time and action 'Ticket
Created'
> are there, just not the body).  I verified this also happens if I add
a
> comment to an existing ticket and paste the same information.   I ran
an
> SQL query using the MySQL command-line tools and found all the
> information I pasted is there.  Its just not showing up in RT.  Is it
> possible that something in the data is confusing RT?  Or could it be
> that this data, about 252KB, is too much for either MySQL or RT?
> 
> A big thank you to everyone who has helped me in the past, and to
those
> who have ideas about this problem.
> -Fred
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From clinton at safe.com  Thu Dec 13 19:56:09 2001
From: clinton at safe.com (Clinton Thomas)
Date: Thu, 13 Dec 2001 16:56:09 -0800
Subject: [rt-users] Can't locate object method "uid" via package "Apache::Server" at opt/rt2/bin/webmux.pl line 109.
Message-ID: <CDEBJADCIAADAIDGDBDLAEOECAAA.clinton@safe.com>

Hi

I'm new to pretty much everything Linux, Perl Apache, MySql, RT, ... but I
have followed the instructions and installed everything...I think.

I have run all the tests which seem to pass. However, when I modify my
httpd.conf script to add the virtual server, I get the same error that
Hermann Wecke was asking about back on July 13th, when I restart or start
Apache:

	Can't locate object method "uid" via package "Apache::Server"
	 at opt/rt2/bin/webmux.pl line 109.

That is my webmux.pl script chokes on the same line of code.(The line number
is now 109, but it is the same error). I looked through the archives and
could not find any answer to his question so can anyone provide me with some
direction?

I'm running RT version 2.0.9, Apache 1.3.9, Mod Perl 1.26, MySql 3.23.46 and
all the perl modules and version that are listed on
www.helgrim.com/permodules I couldn't get CPAN to work at first so I
installed them manually. When I do the make testdeps in the RT install,
everything is happy.

Thanks in advance.

Clinton

[rt-users] Apache/Cookie.pm - Can't locate
Vivek Khera khera at kcilink.com
Fri, 13 Jul 2001 10:55:41 -0400
Previous message: [rt-users] Apache/Cookie.pm - Can't locate
Next message: [rt-users] Today's hack
Messages sorted by: [ date ] [ thread ] [ subject ] [ author ]
>>>>> "RA" == Ralph Angenendt <ra at letras.de> writes:
RA> Hermann Wecke wrote:
>> Syntax error on line 1294 of /etc/httpd/conf/httpd.conf:
>> Can't locate object method "uid" via package "Apache::Server" at
>> /opt/rt2/bin/webmux.pl line 101.
>> <<




From jesse at bestpractical.com  Fri Dec 14 01:01:56 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 14 Dec 2001 01:01:56 -0500
Subject: [rt-users] Create ticket slow
In-Reply-To: <02b601c18415$af317c00$0ac8a8c0@david>; from david@micro-prince.com on Thu, Dec 13, 2001 at 03:35:21PM -0500
References: <02b601c18415$af317c00$0ac8a8c0@david>
Message-ID: <20011214010156.S10604@pallas.fsck.com>

How much ram do you have? 
Which database is RT talking to? 
Are you using mod_perl or fastcgi?
What OS are you running on?
CPU seems to sit there high or low?


	-j
On Thu, Dec 13, 2001 at 03:35:21PM -0500, David Fletcher wrote:
> We're running RT2 very hapilly on a dual PPro 200.  Everything performs well
> except creating tickets from the WebUI.  That takes 30-45 seconds.  I've
> watched the cpu load on the server during the ticket creation process, and
> it just seems to sit there.  Is there anything in particular that I should
> look at to see what's going on?  We seem to have plenty of free ram and
> we're not even touching the swap partition.
> 
> Any suggestions welcome.
> 
> Thanks,
> David
> __________________________________________
> 
> David Fletcher
> Micro-Prince Computers
> (904)721-0867
> (904)721-1253 fax
> http://www.micro-prince.com (business)
> http://www.mahonri.org (personal)
> __________________________________________
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Fri Dec 14 01:15:57 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 14 Dec 2001 01:15:57 -0500
Subject: [rt-users] body of ticket not showing up
In-Reply-To: <9B70F6DB734EC041AE5316005C6188B204B425@LIILMTST04.mailtask.com>; from Fred.Percynski@divine.com on Thu, Dec 13, 2001 at 04:43:06PM -0600
References: <9B70F6DB734EC041AE5316005C6188B204B425@LIILMTST04.mailtask.com>
Message-ID: <20011214011557.T10604@pallas.fsck.com>

Ah. you're hitting the code designed to not show huge messages inline.
It was designed that way so as not to slam you with hundreds of K of text when you looked at a ticket.

	-j

On Thu, Dec 13, 2001 at 04:43:06PM -0600, Percynski, Fred wrote:
> That didn't fix it.   I just read an old post that said to click on
> "Download" in these situations.  Yes clicking on Download does display
> the entire body.  So what is the difference between displaying the
> information inline vs clicking on Download?  Is it something related to
> MIME type?
> 
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Tuesday, December 11, 2001 3:03 PM
> To: Percynski, Fred
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] body of ticket not showing up
> 
> 
> You need to adjust mysql's max_allowed_packet in the config file.
> 
> max_allowed_packet = 16M 
> 
> ought to do you.
> 
> 
> 
> 
> 
> On Tue, Dec 11, 2001 at 01:47:52PM -0600, Percynski, Fred wrote:
> > ver 2.0.8
> > 
> > When creating a new ticket I am pasting a *lot* of information into
> the
> > body of the ticket.  I submit the ticket but when I view the ticket
> this
> > information does not display (the date/time and action 'Ticket
> Created'
> > are there, just not the body).  I verified this also happens if I add
> a
> > comment to an existing ticket and paste the same information.   I ran
> an
> > SQL query using the MySQL command-line tools and found all the
> > information I pasted is there.  Its just not showing up in RT.  Is it
> > possible that something in the data is confusing RT?  Or could it be
> > that this data, about 252KB, is too much for either MySQL or RT?
> > 
> > A big thank you to everyone who has helped me in the past, and to
> those
> > who have ideas about this problem.
> > -Fred
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From rainer.dorsch at informatik.uni-stuttgart.de  Fri Dec 14 05:19:18 2001
From: rainer.dorsch at informatik.uni-stuttgart.de (Rainer Dorsch)
Date: Fri, 14 Dec 2001 11:19:18 +0100
Subject: [rt-users] Modify group rights with IE/Mozilla
Message-ID: <E16EpR1-0003wA-00@rai21>

Hello,

when modifying group/user rights I may select multiple entries in netscape 
4.x, which is very convenient. But it seems that this does not work in Mozilla 
or IE.

I appologize, if it is an FAQ, but I could not find it there.

Thanks.

Rainer.
-- 
Rainer Dorsch
Abt. Rechnerarchitektur  e-mail:rainer.dorsch at informatik.uni-stuttgart.de
Uni Stuttgart            Tel.: +49-711-7816-215 / Fax: +49-711-7816-288
Breitwiesenstr. 20-22    D-70565 Stuttgart
http://www.ra.informatik.uni-stuttgart.de/~rainer/




From mick at multinet.no  Fri Dec 14 06:49:09 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Fri, 14 Dec 2001 12:49:09 +0100
Subject: more: [rt-users] Blank bodies
References: <3C15F84A.2010901@multinet.no> <3C16060D.5080905@multinet.no>
Message-ID: <3C19E735.1050307@multinet.no>

Hi!

If anyone is interested, i found the cause of my problem.
The reason to why this suddenly happend is that i moved my rt from a 
scsi machine over to a dedicated box... which i used ide disk in, since 
rt was the only thing it was supposed to do.

After alot of frustration, i found alot of errors in the mysql error log..

---snip---

011212  7:01:40  Aborted connection 616 to db: 'rt2' user: 'rt_user' 
host: `localhost' (Got timeout reading communication packets)
011213  4:02:14  Aborted connection 670 to db: 'rt2' user: 'rt_user' 
host: `localhost' (Got timeout reading communication packets)
011213  4:02:15  Aborted connection 675 to db: 'rt2' user: 'rt_user' 
host: `localhost' (Got timeout reading communication packets)
011213  4:02:15  Aborted connection 673 to db: 'rt2' user: 'rt_user' 
host: `localhost' (Got timeout reading communication packets)

---snip---

Not 100% sure, but have a suspicion that the ide disks wasnt fast enugh 
for the mysql..
So i moved everything over to a machine running scsi disks again 
and...voila..

But if anyone has any comments or idea's to tune the mysql to handle 
this..its very welcome.. Me myself is not very known in mysql so..

Regards
Tore


Tore Micaelsen wrote:

> By the way, i have tried alot of different browsers, IE5.x, Netscape 
> 6.2 (under linux) etc etc..
> same result
>
> Best Regards
> Tore Micaelsen
>
>
> Tore Micaelsen wrote:
>
>>
>>
>>
>> Getting very confused here now,
>> Am running a RH6.2 box, perl, version 5.005_03 built for i386-linux, 
>> Apache/1.3.22 (Unix) mod_perl/1.26 and rt-2.0.9
>>
>> My problem is that alot of my replies on tickets is sendt empty, both 
>> to watchers and creators. Can easily reproduce this on my system by 
>> sending mails back an forth, so it grows bigger and bigger, after 
>> around 10 mails, the reply i make in the webui is empty (but not in 
>> the webui, the correspondence is logged there)
>>
>> Have tried alot of options,
>> $MaxAttachmentSize = undef;
>> $MailCommand = 'sendmail';
>> $MailCommand = 'sendmailpipe';
>> $SendmailArguments="-t";
>> $SendmailArguments="-oi -t";
>>
>> Nothing gets printed to the rt.log or the apache log.....
>>
>> It doesnt seem like i can figure this one out.
>>
>> Best Regards
>> Tore
>>
>>
>>
>>
>>
>>
>> ----------------------------------------------------------
>>   Secure your mail with MultiNet AS - www.multinet.no
>> ----------------------------------------------------------
>> This mail has been scanned for viruses by moya.multinet.no using 
>> AmaVis-Perl-11 with the following virus engines:
>> Kaspersky Labs, F-Secure, Sophos and Innoculate with
>> virus signaturefiles checked and updated every hour.
>>
>>
>>
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>>
>>
>> ----------------------------------------------------------
>>   Secure your mail with MultiNet AS - www.multinet.no
>> ----------------------------------------------------------
>> This mail has been scanned for viruses by moya.multinet.no using 
>> AmaVis-Perl-11 with the following virus engines:
>> Kaspersky Labs, F-Secure, Sophos and Innoculate with
>> virus signaturefiles checked and updated every hour.
>>
>>
>>
>>
>>
>
>
>
>
> ----------------------------------------------------------
>   Secure your mail with MultiNet AS - www.multinet.no
> ----------------------------------------------------------
> This mail has been scanned for viruses by moya.multinet.no using 
> AmaVis-Perl-11 with the following virus engines:
> Kaspersky Labs, F-Secure, Sophos and Innoculate with
> virus signaturefiles checked and updated every hour.
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
>
> ----------------------------------------------------------
>   Secure your mail with MultiNet AS - www.multinet.no
> ----------------------------------------------------------
> This mail has been scanned for viruses by moya.multinet.no using 
> AmaVis-Perl-11 with the following virus engines:
> Kaspersky Labs, F-Secure, Sophos and Innoculate with
> virus signaturefiles checked and updated every hour.
>
>
>
>
>




----------------------------------------------------------
   Secure your mail with MultiNet AS - www.multinet.no
----------------------------------------------------------
This mail has been scanned for viruses by moya.multinet.no 
using AmaVis-Perl-11 with the following virus engines:
Kaspersky Labs, F-Secure, Sophos and Innoculate with
virus signaturefiles checked and updated every hour.






From david at micro-prince.com  Fri Dec 14 09:38:04 2001
From: david at micro-prince.com (David Fletcher)
Date: Fri, 14 Dec 2001 09:38:04 -0500
Subject: [rt-users] Create ticket slow
References: <02b601c18415$af317c00$0ac8a8c0@david> <20011214010156.S10604@pallas.fsck.com>
Message-ID: <006901c184ac$f08c6a60$0ac8a8c0@david>

----- Original Message -----
From: "Jesse Vincent" <jesse at bestpractical.com>

> How much ram do you have?
384 MB
(Just upgraded from 128MB with no appreciable difference.  Currently free
ram is running at about 250MB.)


> Which database is RT talking to?
MySQL

> Are you using mod_perl or fastcgi?
mod_perl

> What OS are you running on?
Debian Linux

> CPU seems to sit there high or low?
CPU bumps up to about 20-30% usage (mostly Apache) for one or two seconds,
then settles back down to almost nothing for 25-30 seconds (97-99% idle)
then apache bumps it back up to about 20% as it feeds the results to the
browser.


More info:  This seems to be queue specific.  The queue we're talking about
currently has about 225 tickets.  A new queue with only 3 or 4 tickets
allows ticket creation in 3 seconds. (Our highest ticket # is 433)



>
>
> -j
> On Thu, Dec 13, 2001 at 03:35:21PM -0500, David Fletcher wrote:
> > We're running RT2 very hapilly on a dual PPro 200.  Everything performs
well
> > except creating tickets from the WebUI.  That takes 30-45 seconds.  I've
> > watched the cpu load on the server during the ticket creation process,
and
> > it just seems to sit there.  Is there anything in particular that I
should
> > look at to see what's going on?  We seem to have plenty of free ram and
> > we're not even touching the swap partition.
> >
> > Any suggestions welcome.
> >
> > Thanks,
> > David
> > __________________________________________
> >
> > David Fletcher
> > Micro-Prince Computers
> > (904)721-0867
> > (904)721-1253 fax
> > http://www.micro-prince.com (business)
> > http://www.mahonri.org (personal)
> > __________________________________________
> >
>




From daniel at 34SP.com  Fri Dec 14 09:57:26 2001
From: daniel at 34SP.com (Daniel Foster)
Date: Fri, 14 Dec 2001 14:57:26 +0000
Subject: [rt-users] Mailed in requests not getting an autoreply
In-Reply-To: <20011213125207.P10604@pallas.fsck.com>; from jesse@bestpractical.com on Thu, Dec 13, 2001 at 12:52:07PM -0500
References: <3C17BDE4.5230A85E@yahoo.com> <20011212215240.202d0bf6.feargal@thecia.ie> <3C1826B8.25D6E797@yahoo.com> <20011213173308.E28294@epithet.gotadsl.co.uk> <20011213125207.P10604@pallas.fsck.com>
Message-ID: <20011214145726.B1833@epithet.gotadsl.co.uk>

> Are you using 'sendmail' or 'sendmailpipe' for RT's mail sending. If one 
> doesn't work, I recommend trying the other ;)

Apparently a good recommendation :-)

I switched it over to 'sendmailpipe' and it now gives me the autoreply.
I'd be interested as to why this is though.  And if this works better, why
is the default 'sendmail'?

-- 

Daniel Foster
Technical Director - 34SP.com
daniel at 34SP.com



From jesse at bestpractical.com  Fri Dec 14 10:17:52 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 14 Dec 2001 10:17:52 -0500
Subject: [rt-users] Create ticket slow
In-Reply-To: <006901c184ac$f08c6a60$0ac8a8c0@david>; from david@micro-prince.com on Fri, Dec 14, 2001 at 09:38:04AM -0500
References: <02b601c18415$af317c00$0ac8a8c0@david> <20011214010156.S10604@pallas.fsck.com> <006901c184ac$f08c6a60$0ac8a8c0@david>
Message-ID: <20011214101752.Y10604@pallas.fsck.com>

Next question. what MTA are you using? What are your MTA options
set in the RT config file?


On Fri, Dec 14, 2001 at 09:38:04AM -0500, David Fletcher wrote:
> 
> ----- Original Message -----
> From: "Jesse Vincent" <jesse at bestpractical.com>
> 
> > How much ram do you have?
> 384 MB
> (Just upgraded from 128MB with no appreciable difference.  Currently free
> ram is running at about 250MB.)
> 
> 
> > Which database is RT talking to?
> MySQL
> 
> > Are you using mod_perl or fastcgi?
> mod_perl
> 
> > What OS are you running on?
> Debian Linux
> 
> > CPU seems to sit there high or low?
> CPU bumps up to about 20-30% usage (mostly Apache) for one or two seconds,
> then settles back down to almost nothing for 25-30 seconds (97-99% idle)
> then apache bumps it back up to about 20% as it feeds the results to the
> browser.
> 
> 
> More info:  This seems to be queue specific.  The queue we're talking about
> currently has about 225 tickets.  A new queue with only 3 or 4 tickets
> allows ticket creation in 3 seconds. (Our highest ticket # is 433)
> 
> 
> 
> >
> >
> > -j
> > On Thu, Dec 13, 2001 at 03:35:21PM -0500, David Fletcher wrote:
> > > We're running RT2 very hapilly on a dual PPro 200.  Everything performs
> well
> > > except creating tickets from the WebUI.  That takes 30-45 seconds.  I've
> > > watched the cpu load on the server during the ticket creation process,
> and
> > > it just seems to sit there.  Is there anything in particular that I
> should
> > > look at to see what's going on?  We seem to have plenty of free ram and
> > > we're not even touching the swap partition.
> > >
> > > Any suggestions welcome.
> > >
> > > Thanks,
> > > David
> > > __________________________________________
> > >
> > > David Fletcher
> > > Micro-Prince Computers
> > > (904)721-0867
> > > (904)721-1253 fax
> > > http://www.micro-prince.com (business)
> > > http://www.mahonri.org (personal)
> > > __________________________________________
> > >
> >
> 
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Fri Dec 14 10:19:21 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 14 Dec 2001 10:19:21 -0500
Subject: [rt-users] Modify group rights with IE/Mozilla
In-Reply-To: <E16EpR1-0003wA-00@rai21>; from rainer.dorsch@informatik.uni-stuttgart.de on Fri, Dec 14, 2001 at 11:19:18AM +0100
References: <E16EpR1-0003wA-00@rai21>
Message-ID: <20011214101921.Z10604@pallas.fsck.com>

In IE or mozilla, you probably need to hold down alt, shift, control or apple. 
Blame the browser makers.


On Fri, Dec 14, 2001 at 11:19:18AM +0100, Rainer Dorsch wrote:
> 
> Hello,
> 
> when modifying group/user rights I may select multiple entries in netscape 
> 4.x, which is very convenient. But it seems that this does not work in Mozilla 
> or IE.
> 
> I appologize, if it is an FAQ, but I could not find it there.
> 
> Thanks.
> 
> Rainer.
> -- 
> Rainer Dorsch
> Abt. Rechnerarchitektur  e-mail:rainer.dorsch at informatik.uni-stuttgart.de
> Uni Stuttgart            Tel.: +49-711-7816-215 / Fax: +49-711-7816-288
> Breitwiesenstr. 20-22    D-70565 Stuttgart
> http://www.ra.informatik.uni-stuttgart.de/~rainer/
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From rainer.dorsch at informatik.uni-stuttgart.de  Fri Dec 14 10:26:12 2001
From: rainer.dorsch at informatik.uni-stuttgart.de (Rainer Dorsch)
Date: Fri, 14 Dec 2001 16:26:12 +0100
Subject: [rt-users] Modify group rights with IE/Mozilla 
In-Reply-To: Message from Jesse Vincent <jesse@bestpractical.com> 
   of "Fri, 14 Dec 2001 10:19:21 EST." <20011214101921.Z10604@pallas.fsck.com> 
References: <E16EpR1-0003wA-00@rai21>  <20011214101921.Z10604@pallas.fsck.com>
Message-ID: <E16EuE1-0004jz-00@rai21>

Thanks, that solves the problem.

Rainer.

> In IE or mozilla, you probably need to hold down alt, shift, control or apple. 
> Blame the browser makers.
> 
> 
> On Fri, Dec 14, 2001 at 11:19:18AM +0100, Rainer Dorsch wrote:
> > 
> > Hello,
> > 
> > when modifying group/user rights I may select multiple entries in netscape 
> > 4.x, which is very convenient. But it seems that this does not work in Mozilla 
> > or IE.
> > 
> > I appologize, if it is an FAQ, but I could not find it there.
> > 
> > Thanks.
> > 
> > Rainer.
> > -- 
> > Rainer Dorsch
> > Abt. Rechnerarchitektur  e-mail:rainer.dorsch at informatik.uni-stuttgart.de
> > Uni Stuttgart            Tel.: +49-711-7816-215 / Fax: +49-711-7816-288
> > Breitwiesenstr. 20-22    D-70565 Stuttgart
> > http://www.ra.informatik.uni-stuttgart.de/~rainer/
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 

-- 
Rainer Dorsch
Abt. Rechnerarchitektur  e-mail:rainer.dorsch at informatik.uni-stuttgart.de
Uni Stuttgart            Tel.: +49-711-7816-215 / Fax: +49-711-7816-288
Breitwiesenstr. 20-22    D-70565 Stuttgart
http://www.ra.informatik.uni-stuttgart.de/~rainer/




From jay at mojomole.com  Fri Dec 14 10:39:44 2001
From: jay at mojomole.com (Jay Kramer)
Date: Fri, 14 Dec 2001 09:39:44 -0600
Subject: [rt-users] POST/GET errors when using RT
References: <3C18787B.371988E@gentleware.de>
Message-ID: <000a01c184b5$91535870$cf01a8c0@acexp>

> First, there are a whole lot of POST/GET error messages coming up. Lots
> of clicks end up in an error page, that looks like coming from apache to
> me, saying that there is a "Proxy Error" and "The proxy server could not
> handle the request GET /rt2/NoAuth/webrt.css.". Reason stated is
> "Document contains no data". Pressing the back button on my browser gets
> me to the page I called. Sometimes, pressing "Back" has to be redone
> several times.

    I have a feeling this is due to the segfault problem that has plauged
prebuilt RPM installs of Apache when used with RT..  To the best of my
knowledge, noone has tracked down the issue completely, other than compiling
apache, perl, modperl, etc from source.  This seems to solve that problem.

> Second, I still can't go to all those pages called "index.html"
> directly. Doing any action, that would go to one of these pages only
> shows me the content of the directory the page comes from. Clicking on
> the index.html entry brings me to the desired page, but all parameters
> are lost. This is really annoying. I'm sure that there is something
> wrong either in my apache or RT configuration, but I can't figure out,
> what it is.

    This problem seems to be with the indexing directives in your apache
configuration..  If you have mod_dir enabled make sure you have a line
similar to the following in your httpd.conf file..  ps, note the presence of
index.html...

DirectoryIndex index.html index.htm index.php index.php3

Jay Kramer

> My configuration is Mandrake 7.2, Perl 5.6.0,  Apache 1.3.14, RT 2.0.8
>
> httpd.conf:
>
>  ProxyPass              /perl/ http://127.0.0.1:8200/
>  ProxyPass              /rt2/ http://127.0.0.1:8200/rt2/
>  ProxyPass              /rt2 http://127.0.0.1:8200/rt2/
>  ProxyPassReverse       /perl/ http://127.0.0.1:8200/
>  ProxyPassReverse       /rt2/ http://127.0.0.1:8200/rt2/
>  ProxyPassReverse       /rt2 http://127.0.0.1:8200/rt2/
>
> httpd-perl.conf:
>
>     Alias /icons/ /var/www/icons/
>     Alias /rt2 /opt/rt2/WebRT/html
>     PerlModule Apache::DBI
>     PerlFreshRestart On
>     PerlRequire /opt/rt2/bin/webmux.pl
>     <Location /rt2>
>         DirectoryIndex index.html
>         SetHandler perl-script
>         PerlHandler RT::Mason
>         Options +Indexes
>     </Location>
>
> Several locations of "Options +Indexes" and "DirectoryIndex index.html"
> have been tested, but none of them worked.
>
> Please help. I really like using RT , but these problem drive me crazy.
>
>
> Thanks,
>
> Thorsten
> ???????????????????????????????????????z?&j)bz
b?????
???S?l??
"?(sm???-+-???rO??o?j)fj?S?b?????????
>




From david at micro-prince.com  Fri Dec 14 11:27:01 2001
From: david at micro-prince.com (David Fletcher)
Date: Fri, 14 Dec 2001 11:27:01 -0500
Subject: [rt-users] Create ticket slow
References: <02b601c18415$af317c00$0ac8a8c0@david> <20011214010156.S10604@pallas.fsck.com> <006901c184ac$f08c6a60$0ac8a8c0@david> <20011214101752.Y10604@pallas.fsck.com>
Message-ID: <007a01c184bc$28d06a70$0ac8a8c0@david>

From: "Jesse Vincent" <jesse at bestpractical.com>

> Next question. what MTA are you using? What are your MTA options
> set in the RT config file?

Exim.


# {{{ Outgoing mail configuration

#$MailAlias is a generic alias to send mail to for any request
#already in a queue.

#RT is designed such that any mail which already has a ticket-id associated
#with it will get to the right place automatically.

#This is the default address that will be listed in
#From: and Reply-To: headers of mail tracked by RT unless overridden
#by a queue specific address

$CorrespondAddress='RT::CorrespondAddress.not.set';

$CommentAddress='RT::CommentAddress.not.set';


#Sendmail Configuration

# $MailCommand defines which method RT will use to try to send mail
# We know that 'sendmail' works fairly well.
# If 'sendmail' doesn't work well for you, try 'sendmailpipe'
# But note that you have to configure $SendmailPath and add a -t
# to $SendmailArguments

$MailCommand = 'sendmail';

# $SendmailArguments defines what flags to pass to $Sendmail
# assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand
above.
# If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments

# These options are good for most sendmail wrappers and workalikes
$SendmailArguments="-oi";

# These arguments are good for sendmail brand sendmail 8 and newer
#$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";

# If you selected 'sendmailpipe' above, you MUST specify the path
# to your sendmail binary in $SendmailPath.
# !! If you did not # select 'sendmailpipe' above, this has no effect!!
$SendmailPath = "/usr/sbin/sendmail";

# RT can optionally set a "Friendly" 'To:' header when sending messages to
# Ccs or AdminCcs (rather than having a blank 'To:' header.
# This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
# If you are using sendmail, rather than postfix, qmail, exim or some other
MTA,
# you _must_ disable this option.

$UseFriendlyToLine = 1;





>
>
> On Fri, Dec 14, 2001 at 09:38:04AM -0500, David Fletcher wrote:
> >
> > ----- Original Message -----
> > From: "Jesse Vincent" <jesse at bestpractical.com>
> >
> > > How much ram do you have?
> > 384 MB
> > (Just upgraded from 128MB with no appreciable difference.  Currently
free
> > ram is running at about 250MB.)
> >
> >
> > > Which database is RT talking to?
> > MySQL
> >
> > > Are you using mod_perl or fastcgi?
> > mod_perl
> >
> > > What OS are you running on?
> > Debian Linux
> >
> > > CPU seems to sit there high or low?
> > CPU bumps up to about 20-30% usage (mostly Apache) for one or two
seconds,
> > then settles back down to almost nothing for 25-30 seconds (97-99% idle)
> > then apache bumps it back up to about 20% as it feeds the results to the
> > browser.
> >
> >
> > More info:  This seems to be queue specific.  The queue we're talking
about
> > currently has about 225 tickets.  A new queue with only 3 or 4 tickets
> > allows ticket creation in 3 seconds. (Our highest ticket # is 433)
> >
> >
> >





From jay at mojomole.com  Fri Dec 14 11:41:24 2001
From: jay at mojomole.com (Jay Kramer)
Date: Fri, 14 Dec 2001 10:41:24 -0600
Subject: [rt-users] Create ticket slow
References: <02b601c18415$af317c00$0ac8a8c0@david> <20011214010156.S10604@pallas.fsck.com> <006901c184ac$f08c6a60$0ac8a8c0@david> <20011214101752.Y10604@pallas.fsck.com> <007a01c184bc$28d06a70$0ac8a8c0@david>
Message-ID: <000401c184be$38981c30$cf01a8c0@acexp>

> $CorrespondAddress='RT::CorrespondAddress.not.set';
>
> $CommentAddress='RT::CommentAddress.not.set';

    Would these not being your correspondence and comment addresses be your
problem?

Jay
(you need to set those to whatever you use as your email addresses, such as
rt at mydomain.com and rt-comment at mydomain.com, instead of RT::blahblah..)




From benoit.panizzon at atrete.ch  Fri Dec 14 12:05:18 2001
From: benoit.panizzon at atrete.ch (Benoit Panizzon)
Date: Fri, 14 Dec 2001 18:05:18 +0100
Subject: [rt-users] Fwd: Can't locate Storable.pm & RT Couldn't write to session
 directory
Message-ID: <5.1.0.14.2.20011214180448.034d0dc8@mailhost.atrete.ch>

>Hi all
>
>I've several Problem with the rt2 installation on Slakware.
>
>I installed all needed modules.
>But when I try to start apache I see the message:
>
>ozeanix:rt-2-0-9# /usr/local/apache/bin/apachectl configtest
>[Fri Dec 14 17:49:15 2001] [error] Can't locate Storable.pm in @INC (@INC 
>contains: /usr/local/rt2/etc /usr/local/rt2/lib /usr/lib/perl5/i386-linux 
>/usr/lib/perl5 /usr/lib/perl5/site_perl/i386-linux 
>/usr/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) 
>at /usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm line 14.
>BEGIN failed--compilation aborted at 
>/usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm line 14.
>BEGIN failed--compilation aborted at 
>/usr/lib/perl5/site_perl/Apache/Session/File.pm line 22.
>BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 85.
>
>Of course the file Storable.pm is present and I even installed it again with:
>perl -MCPAN -e'install Apache::Session'
>which all went OK to the end.
>
>I first helped myself by putting putting a Link Storable.pm from 
>/usr/lib/perl5/site_perl/Storable.pm to 
>/usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm
>
>This first seemed to work but then I got the apparently well known RT 
>Couldn't write to session directory '/usr/local/rt2/WebRT/sessiondata'. Error.
>I checked this list's archive, updated the MD5 Module and checked that all 
>users and permissions are right...
>No chance. Apache won't start or execute rt2 correctly.
>
>Any Hint?
>
>___________________________________________________________________
>Benoit Panizzon
>System Administrator
>
>at rete ag
>mailto:benoit.panizzon at atrete.ch, http://www.atrete.ch
>mail: Oberdorfstrasse 2, P.O. Box 674, 8024 Zurich, Switzerland
>voice:+41-1-266 55 55, direct:+41-1-266 55 15, fax:+41-1-266 55 88
>____________________________________________________________________
>PGP-Fingerprint of at rete Signing-Key:
>7FF6 36EB 9687 40AC 1615 65E6 6F19 5423 0171 170B

___________________________________________________________________
Benoit Panizzon
System Administrator

at rete ag
mailto:benoit.panizzon at atrete.ch, http://www.atrete.ch
mail: Oberdorfstrasse 2, P.O. Box 674, 8024 Zurich, Switzerland
voice:+41-1-266 55 55, direct:+41-1-266 55 15, fax:+41-1-266 55 88
____________________________________________________________________
PGP-Fingerprint of at rete Signing-Key:
7FF6 36EB 9687 40AC 1615 65E6 6F19 5423 0171 170B




From jesse at bestpractical.com  Fri Dec 14 12:09:20 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 14 Dec 2001 12:09:20 -0500
Subject: [rt-users] Mailed in requests not getting an autoreply
In-Reply-To: <20011214145726.B1833@epithet.gotadsl.co.uk>; from daniel@34SP.com on Fri, Dec 14, 2001 at 02:57:26PM +0000
References: <3C17BDE4.5230A85E@yahoo.com> <20011212215240.202d0bf6.feargal@thecia.ie> <3C1826B8.25D6E797@yahoo.com> <20011213173308.E28294@epithet.gotadsl.co.uk> <20011213125207.P10604@pallas.fsck.com> <20011214145726.B1833@epithet.gotadsl.co.uk>
Message-ID: <20011214120920.B10604@pallas.fsck.com>

Sadly, each works better on different platforms.  "sendmailpipe" is much
closer to the bare metal and doesn't rely on Mail::Mailer to do the sending
and didn't exist in 2.0.0.  (IIRC, on certain versions of redhat, sendmailpipe
failed mysteriously and sendmail worked fine)


On Fri, Dec 14, 2001 at 02:57:26PM +0000, Daniel Foster wrote:
> > Are you using 'sendmail' or 'sendmailpipe' for RT's mail sending. If one 
> > doesn't work, I recommend trying the other ;)
> 
> Apparently a good recommendation :-)
> 
> I switched it over to 'sendmailpipe' and it now gives me the autoreply.
> I'd be interested as to why this is though.  And if this works better, why
> is the default 'sendmail'?
> 
> -- 
> 
> Daniel Foster
> Technical Director - 34SP.com
> daniel at 34SP.com
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From david at micro-prince.com  Fri Dec 14 12:46:26 2001
From: david at micro-prince.com (David Fletcher)
Date: Fri, 14 Dec 2001 12:46:26 -0500
Subject: [rt-users] Create ticket slow
References: <02b601c18415$af317c00$0ac8a8c0@david> <20011214010156.S10604@pallas.fsck.com> <006901c184ac$f08c6a60$0ac8a8c0@david> <20011214101752.Y10604@pallas.fsck.com> <007a01c184bc$28d06a70$0ac8a8c0@david> <000401c184be$38981c30$cf01a8c0@acexp>
Message-ID: <009701c184c7$411702f0$0ac8a8c0@david>

The comment in the config file says that that only takes effect if this is
not set for a particular queue.  If changing it will fix the problem, I'll
be happy to give it a shot.

----- Original Message -----
From: "Jay Kramer" <jay at mojomole.com>
To: "David Fletcher" <david at micro-prince.com>; <rt-users at lists.fsck.com>
Sent: Friday, December 14, 2001 11:41 AM
Subject: Re: [rt-users] Create ticket slow


> > $CorrespondAddress='RT::CorrespondAddress.not.set';
> >
> > $CommentAddress='RT::CommentAddress.not.set';
>
>     Would these not being your correspondence and comment addresses be
your
> problem?
>
> Jay
> (you need to set those to whatever you use as your email addresses, such
as
> rt at mydomain.com and rt-comment at mydomain.com, instead of RT::blahblah..)
>
>




From jay at mojomole.com  Fri Dec 14 13:37:13 2001
From: jay at mojomole.com (Jay Kramer)
Date: Fri, 14 Dec 2001 12:37:13 -0600
Subject: [rt-users] Create ticket slow
References: <02b601c18415$af317c00$0ac8a8c0@david> <20011214010156.S10604@pallas.fsck.com> <006901c184ac$f08c6a60$0ac8a8c0@david> <20011214101752.Y10604@pallas.fsck.com> <007a01c184bc$28d06a70$0ac8a8c0@david> <000401c184be$38981c30$cf01a8c0@acexp> <009701c184c7$411702f0$0ac8a8c0@david>
Message-ID: <003801c184ce$59592b70$cf01a8c0@acexp>

Its just a shot.. I've "never" left it at the default, better to be safe
than sorry ;) hehe

Jay
(ps, if it doesn't fix it, heh)

> The comment in the config file says that that only takes effect if this is
> not set for a particular queue.  If changing it will fix the problem, I'll
> be happy to give it a shot.
>
> ----- Original Message -----
> From: "Jay Kramer" <jay at mojomole.com>
> To: "David Fletcher" <david at micro-prince.com>; <rt-users at lists.fsck.com>
> Sent: Friday, December 14, 2001 11:41 AM
> Subject: Re: [rt-users] Create ticket slow
>
>
> > > $CorrespondAddress='RT::CorrespondAddress.not.set';
> > >
> > > $CommentAddress='RT::CommentAddress.not.set';
> >
> >     Would these not being your correspondence and comment addresses be
> your
> > problem?
> >
> > Jay
> > (you need to set those to whatever you use as your email addresses, such
> as
> > rt at mydomain.com and rt-comment at mydomain.com, instead of RT::blahblah..)
> >
> >
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From bill at limelightnetworks.COM  Fri Dec 14 18:03:58 2001
From: bill at limelightnetworks.COM (Bill Petrisko)
Date: Fri, 14 Dec 2001 16:03:58 -0700
Subject: [rt-users] Apache dies after rt2.0.9 install
Message-ID: <020c01c184f3$9cf07c10$3c8c30d0@phx.axient.com>

This looks similar to
http://lists.fsck.com/pipermail/rt-users/2001-December/005530.html, but my
make testdeps looks happy...

rt-2.0.9
RedHat 7.1
Perl 5.6.0
apache 1.3.19
(other versions found below)

[root at unix rt-2-0-9]# make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.47 ...found
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 0.896 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie...found
Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::mysql 2.0416 ...found

httpd.conf:

#rt2 stuff
<VirtualHost x.x.x.x>
DocumentRoot /local/rt2/WebRT/html
ServerName rt2.xxx.com
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /local/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

>From the apache error_log:

[Fri Dec 14 14:43:12 2001] [notice] SIGHUP received.  Attempting to restart
[Fri Dec 14 14:43:12 2001] [error] Can't locate object method "TIEHASH" via
package "Apache::Table" at
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 365.
Compilation failed in require at /local/rt2/bin/webmux.pl line 20.
BEGIN failed--compilation aborted at /local/rt2/bin/webmux.pl line 20.
Compilation failed in require at (eval 7) line 1.

Syntax error on line 991 of /local/apache/conf/httpd.conf:
Can't locate object method "TIEHASH" via package "Apache::Table" at
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 365.
Compilation failed in require at /local/rt2/bin/webmux.pl line 20.
BEGIN failed--compilation aborted at /local/rt2/bin/webmux.pl line 20.
Compilation failed in require at (eval 7) line 1.


Any help appreciated...

thanks
bill







From jesse at bestpractical.com  Fri Dec 14 18:31:02 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 14 Dec 2001 18:31:02 -0500
Subject: [rt-users] Apache dies after rt2.0.9 install
In-Reply-To: <020c01c184f3$9cf07c10$3c8c30d0@phx.axient.com>; from bill@limelightnetworks.COM on Fri, Dec 14, 2001 at 04:03:58PM -0700
References: <020c01c184f3$9cf07c10$3c8c30d0@phx.axient.com>
Message-ID: <20011214183102.G10604@pallas.fsck.com>

rebuild mod_perl with EVERYTHING=1. This is, I believe covered in the FAQ 


On Fri, Dec 14, 2001 at 04:03:58PM -0700, Bill Petrisko wrote:
> This looks similar to
> http://lists.fsck.com/pipermail/rt-users/2001-December/005530.html, but my
> make testdeps looks happy...
> 
> rt-2.0.9
> RedHat 7.1
> Perl 5.6.0
> apache 1.3.19
> (other versions found below)
> 
> [root at unix rt-2-0-9]# make testdeps
> /usr/bin/perl ./tools/testdeps -warn mysql
> Checking for DBI 1.18 ...found
> Checking for DBIx::DataSource 0.02 ...found
> Checking for DBIx::SearchBuilder 0.47 ...found
> Checking for HTML::Entities...found
> Checking for MLDBM...found
> Checking for Net::Domain...found
> Checking for Net::SMTP...found
> Checking for Params::Validate 0.02 ...found
> Checking for HTML::Mason 0.896 ...found
> Checking for CGI::Cookie 1.20 ...found
> Checking for Apache::Cookie...found
> Checking for Apache::Session 1.53 ...found
> Checking for Date::Parse...found
> Checking for Date::Format...found
> Checking for MIME::Entity 5.108 ...found
> Checking for Mail::Mailer 1.20 ...found
> Checking for Getopt::Long 2.24 ...found
> Checking for Tie::IxHash...found
> Checking for Text::Wrapper...found
> Checking for Text::Template...found
> Checking for File::Spec 0.8 ...found
> Checking for Errno...found
> Checking for FreezeThaw...found
> Checking for File::Temp...found
> Checking for Log::Dispatch 1.6 ...found
> Checking for DBD::mysql 2.0416 ...found
> 
> httpd.conf:
> 
> #rt2 stuff
> <VirtualHost x.x.x.x>
> DocumentRoot /local/rt2/WebRT/html
> ServerName rt2.xxx.com
> PerlModule Apache::DBI
> PerlFreshRestart On
> PerlRequire /local/rt2/bin/webmux.pl
> <Location />
>  SetHandler perl-script
>  PerlHandler RT::Mason
> </Location>
> </VirtualHost>
> 
> >From the apache error_log:
> 
> [Fri Dec 14 14:43:12 2001] [notice] SIGHUP received.  Attempting to restart
> [Fri Dec 14 14:43:12 2001] [error] Can't locate object method "TIEHASH" via
> package "Apache::Table" at
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 365.
> Compilation failed in require at /local/rt2/bin/webmux.pl line 20.
> BEGIN failed--compilation aborted at /local/rt2/bin/webmux.pl line 20.
> Compilation failed in require at (eval 7) line 1.
> 
> Syntax error on line 991 of /local/apache/conf/httpd.conf:
> Can't locate object method "TIEHASH" via package "Apache::Table" at
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 365.
> Compilation failed in require at /local/rt2/bin/webmux.pl line 20.
> BEGIN failed--compilation aborted at /local/rt2/bin/webmux.pl line 20.
> Compilation failed in require at (eval 7) line 1.
> 
> 
> Any help appreciated...
> 
> thanks
> bill
> 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From bill at limelightnetworks.COM  Fri Dec 14 19:08:43 2001
From: bill at limelightnetworks.COM (Bill Petrisko)
Date: Fri, 14 Dec 2001 17:08:43 -0700
Subject: [rt-users] Apache dies after rt2.0.9 install
References: <020c01c184f3$9cf07c10$3c8c30d0@phx.axient.com> <20011214183102.G10604@pallas.fsck.com>
Message-ID: <023c01c184fc$a850fef0$3c8c30d0@phx.axient.com>

Done, and is working fine now.

----- Original Message -----
From: "Jesse Vincent" <jesse at bestpractical.com>
To: "Bill Petrisko" <bill at limelightnetworks.com>
Cc: <rt-users at lists.fsck.com>
Sent: Friday, December 14, 2001 4:31 PM
Subject: Re: [rt-users] Apache dies after rt2.0.9 install


> rebuild mod_perl with EVERYTHING=1. This is, I believe covered in the FAQ

Actually, it is not in the FAQ (that I could find), but it is in the install
documents.

thanks!
-bill




From bill at limelightnetworks.COM  Fri Dec 14 20:00:00 2001
From: bill at limelightnetworks.COM (Bill Petrisko)
Date: Fri, 14 Dec 2001 18:00:00 -0700
Subject: [rt-users] import 1.0 to 2.0 issue with custom transaction types
Message-ID: <024901c18503$d6511a40$3c8c30d0@phx.axient.com>

Ok... I am attempting to import my old rt1.0 database into rt2.0, and am
running across the following issue:

I created a custom transaction type in rt1.0 (yes, I know I shouldn't have
done this) called 'notify'.  This is inserted by an external program (using
the webrt add_transaction) whenever my external paging script notified
someone about an open ticket.

Now, seeing as how I have learned my lesson about modifying code that is not
stale/un-upgradable (thought I would never upgrade to 2.x, so why not hack
the heck out of 1.07?) - can someone offer me advice on modifying
import-1.0-to-2.0 to deal with this unrecognized transaction type?  Yes, I
can modify it to just throw away these items, but I would like them included
as a comment.

Basically, what I need is to insert a routine around line 543 of
import-1.0-to-2.0, as such:

        elsif ( $row->{type} eq 'notify' ) {
            $trans_args{'Type'} = "Comment";
            # routine to add comment text of:  "Notification by
".$row{'actor'}.": ".$row{'trans_data'}
        }

Thoughts?

thanks
bill





From jim at archer.net  Sat Dec 15 00:39:13 2001
From: jim at archer.net (Jim Archer)
Date: Sat, 15 Dec 2001 00:39:13 -0500
Subject: [rt-users] Estimated time to install?
Message-ID: <3354406420.1008376753@macduff>

Hi All...

Could someone please give me an estimate of the number of hours required to 
install RT (for someone who is familiar with Perl and Apache and Linux) on 
a Debian machine?

Thanks...

Jim




From alesh at sportina.si  Sat Dec 15 03:30:44 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Sat, 15 Dec 2001 09:30:44 +0100 (CET)
Subject: [rt-users] Estimated time to install?
In-Reply-To: <3354406420.1008376753@macduff>
Message-ID: <Pine.LNX.4.43.0112150915030.28571-100000@lbox.sportina.si>

1-3 hours, depends on the problems you will have.
To set-up RT very good, around 3 is enough, so you test everything, set-up
queues, keywords, scrips, templates.

If your linux box is set-up, then 3 hours is more then enough, if you need
to tighteen your security, you probably know you'll need more time.

A.

On Sat, 15 Dec 2001, Jim Archer wrote:

> Hi All...
>
> Could someone please give me an estimate of the number of hours required to
> install RT (for someone who is familiar with Perl and Apache and Linux) on
> a Debian machine?
>
> Thanks...
>
> Jim
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From mick at multinet.no  Sat Dec 15 18:43:32 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Sun, 16 Dec 2001 00:43:32 +0100
Subject: [rt-users] Fwd: Can't locate Storable.pm & RT Couldn't write to session directory
References: <5.1.0.14.2.20011214180448.034d0dc8@mailhost.atrete.ch>
Message-ID: <3C1BE024.9040907@multinet.no>

try a
perl -MCPAN -e shell
and then
install Storable
when that has gone ok, it should do the trick..
had the same problem myself a couple of times. Dont know if that's 
something that could should have been in the 'make fixdeps' or something 
that is obvious... ;-)

Tore


Benoit Panizzon wrote:

>
>> Hi all
>>
>> I've several Problem with the rt2 installation on Slakware.
>>
>> I installed all needed modules.
>> But when I try to start apache I see the message:
>>
>> ozeanix:rt-2-0-9# /usr/local/apache/bin/apachectl configtest
>> [Fri Dec 14 17:49:15 2001] [error] Can't locate Storable.pm in @INC 
>> (@INC contains: /usr/local/rt2/etc /usr/local/rt2/lib 
>> /usr/lib/perl5/i386-linux /usr/lib/perl5 
>> /usr/lib/perl5/site_perl/i386-linux /usr/lib/perl5/site_perl . 
>> /usr/local/apache/ /usr/local/apache/lib/perl) at 
>> /usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm line 14.
>> BEGIN failed--compilation aborted at 
>> /usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm line 14.
>> BEGIN failed--compilation aborted at 
>> /usr/lib/perl5/site_perl/Apache/Session/File.pm line 22.
>> BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl 
>> line 85.
>>
>> Of course the file Storable.pm is present and I even installed it 
>> again with:
>> perl -MCPAN -e'install Apache::Session'
>> which all went OK to the end.
>>
>> I first helped myself by putting putting a Link Storable.pm from 
>> /usr/lib/perl5/site_perl/Storable.pm to 
>> /usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm
>>
>> This first seemed to work but then I got the apparently well known RT 
>> Couldn't write to session directory 
>> '/usr/local/rt2/WebRT/sessiondata'. Error.
>> I checked this list's archive, updated the MD5 Module and checked 
>> that all users and permissions are right...
>> No chance. Apache won't start or execute rt2 correctly.
>>
>> Any Hint?
>>
>> ___________________________________________________________________
>> Benoit Panizzon
>> System Administrator
>>
>> at rete ag
>> mailto:benoit.panizzon at atrete.ch, http://www.atrete.ch
>> mail: Oberdorfstrasse 2, P.O. Box 674, 8024 Zurich, Switzerland
>> voice:+41-1-266 55 55, direct:+41-1-266 55 15, fax:+41-1-266 55 88
>> ____________________________________________________________________
>> PGP-Fingerprint of at rete Signing-Key:
>> 7FF6 36EB 9687 40AC 1615 65E6 6F19 5423 0171 170B
>
>
> ___________________________________________________________________
> Benoit Panizzon
> System Administrator
>
> at rete ag
> mailto:benoit.panizzon at atrete.ch, http://www.atrete.ch
> mail: Oberdorfstrasse 2, P.O. Box 674, 8024 Zurich, Switzerland
> voice:+41-1-266 55 55, direct:+41-1-266 55 15, fax:+41-1-266 55 88
> ____________________________________________________________________
> PGP-Fingerprint of at rete Signing-Key:
> 7FF6 36EB 9687 40AC 1615 65E6 6F19 5423 0171 170B
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
>
> ----------------------------------------------------------
>   Secure your mail with MultiNet AS - www.multinet.no
> ----------------------------------------------------------
> This mail has been scanned for viruses by moya.multinet.no using 
> AmaVis-Perl-11 with the following virus engines:
> Kaspersky Labs, F-Secure, Sophos and Innoculate with
> virus signaturefiles checked and updated every hour.
>
>
>
>
>




----------------------------------------------------------
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From mick at multinet.no  Sat Dec 15 18:46:05 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Sun, 16 Dec 2001 00:46:05 +0100
Subject: [rt-users] Estimated time to install?
References: <Pine.LNX.4.43.0112150915030.28571-100000@lbox.sportina.si>
Message-ID: <3C1BE0BD.1070006@multinet.no>

Thats something i'm very interested in, anyone have something spesific 
about tighten security conserning rt ?

Tore



Alesh Mustar wrote:

>1-3 hours, depends on the problems you will have.
>To set-up RT very good, around 3 is enough, so you test everything, set-up
>queues, keywords, scrips, templates.
>
>If your linux box is set-up, then 3 hours is more then enough, if you need
>to tighteen your security, you probably know you'll need more time.
>
>A.
>
>On Sat, 15 Dec 2001, Jim Archer wrote:
>
>>Hi All...
>>
>>Could someone please give me an estimate of the number of hours required to
>>install RT (for someone who is familiar with Perl and Apache and Linux) on
>>a Debian machine?
>>
>>Thanks...
>>
>>Jim
>>
>>
>>_______________________________________________
>>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
>
>
>----------------------------------------------------------
>   Secure your mail with MultiNet AS - www.multinet.no
>----------------------------------------------------------
>This mail has been scanned for viruses by moya.multinet.no 
>using AmaVis-Perl-11 with the following virus engines:
>Kaspersky Labs, F-Secure, Sophos and Innoculate with
>virus signaturefiles checked and updated every hour.
>
>
>
>
>




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----------------------------------------------------------
This mail has been scanned for viruses by moya.multinet.no 
using AmaVis-Perl-11 with the following virus engines:
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virus signaturefiles checked and updated every hour.






From jesse at bestpractical.com  Sat Dec 15 19:09:28 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 15 Dec 2001 19:09:28 -0500
Subject: [rt-users] Estimated time to install?
In-Reply-To: <3C1BE0BD.1070006@multinet.no>; from mick@multinet.no on Sun, Dec 16, 2001 at 12:46:05AM +0100
References: <Pine.LNX.4.43.0112150915030.28571-100000@lbox.sportina.si> <3C1BE0BD.1070006@multinet.no>
Message-ID: <20011215190928.H10604@pallas.fsck.com>

Could you go into what you mean a bit more?

	Jesse


On Sun, Dec 16, 2001 at 12:46:05AM +0100, Tore Micaelsen wrote:
> Thats something i'm very interested in, anyone have something spesific 
> about tighten security conserning rt ?
> 
> Tore
> 
> 
> 
> Alesh Mustar wrote:
> 
> >1-3 hours, depends on the problems you will have.
> >To set-up RT very good, around 3 is enough, so you test everything, set-up
> >queues, keywords, scrips, templates.
> >
> >If your linux box is set-up, then 3 hours is more then enough, if you need
> >to tighteen your security, you probably know you'll need more time.
> >
> >A.
> >
> >On Sat, 15 Dec 2001, Jim Archer wrote:
> >
> >>Hi All...
> >>
> >>Could someone please give me an estimate of the number of hours required to
> >>install RT (for someone who is familiar with Perl and Apache and Linux) on
> >>a Debian machine?
> >>
> >>Thanks...
> >>
> >>Jim
> >>
> >>
> >>_______________________________________________
> >>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
> >
> >
> >----------------------------------------------------------
> >   Secure your mail with MultiNet AS - www.multinet.no
> >----------------------------------------------------------
> >This mail has been scanned for viruses by moya.multinet.no 
> >using AmaVis-Perl-11 with the following virus engines:
> >Kaspersky Labs, F-Secure, Sophos and Innoculate with
> >virus signaturefiles checked and updated every hour.
> >
> >
> >
> >
> >
> 
> 
> 
> 
> ----------------------------------------------------------
>    Secure your mail with MultiNet AS - www.multinet.no
> ----------------------------------------------------------
> This mail has been scanned for viruses by moya.multinet.no 
> using AmaVis-Perl-11 with the following virus engines:
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> virus signaturefiles checked and updated every hour.
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From johnstucki at yahoo.com  Fri Dec 14 19:01:35 2001
From: johnstucki at yahoo.com (johnstucki at yahoo.com)
Date: Fri, 14 Dec 2001 19:01:35 -0500
Subject: [rt-users] RT::Mason not in @INC
Message-ID: <3C1A92DE.6004056@yahoo.com>

Solaris 8
RT 2.0.9
mysql & apache & mod_perl - all the very latest versions

Mason works for other configs but not for this one:

<VirtualHost xxx.xx.xxx.xx>
DocumentRoot /opt/rt2/WebRT/html
ServerName rt2.stern.nyu.edu
PerlSetVar MasonCompRoot /opt/rt2
    PerlSetVar MasonDataDir /usr/local/www/mason
    PerlModule HTML::Mason::ApacheHandler
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /opt/rt2/bin/webmux.pl
<Location />
PerlRequire /opt/rt2/bin/webmux.pl
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

checking further & testing by hand I found "PerlHandler RT::Mason" is my
problem cuz RT::Mason is not within @INC, its in /opt/rt2/bin/webmux.pl
which even though I got "PerlRequire /opt/rt2/bin/webmux.pl" still
doesn't work.

HELP

Thanks.

P.S> is RT2 a beta or is it stable?



_________________________________________________________
Do You Yahoo!?
Get your free @yahoo.com address at http://mail.yahoo.com




From GWLeong at lbl.gov  Thu Dec 13 19:43:40 2001
From: GWLeong at lbl.gov (GWLeong at lbl.gov)
Date: Thu, 13 Dec 2001 16:43:40 -0800
Subject: [rt-users] Internal Server Error HTML Mason
Message-ID: <27e572515a.2515a27e57@lbl.gov>

Hi,

I'm a new user. I just tried installing RT on RedHat Linux 7.2.  

I combed through all the documentation several times. From recompiling
Apache with mod_perl statically to installing all the necessary perl
modules manually and with CPAN, I was able to get "designated" complete
install.  However, I ran into a couple of problems that some have been
noted in previous installations.  (the problems may be more to do with
configuration b/c the "install" may have been deemed successful) One
problem involved the Apache/DBI error of not being found by mod_perl in
@INC; I have since resolved that issue by installing the Apache::DBI
module through CPAN. 

The second problem which I am dealing at current is the Internal Server
Error I am receiving when I go through the Web Browser.  I have done
some troubleshooting.  Apparently, the Web Brower gives me the HTML
coding under /rt2/Webrt/html diretory in text format when I comment out
the following line:

-----------------------------------------------------------
SetHandler perl-script
PerlHandler RT::Mason

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

It is just html text.  However, when uncomment these line (allowing it
to be read), I receive an the following error by Apache:

---------------------------------------------------------
Internal Server Error

The server encountered an internal error or misconfiguration and was
unable to complete your request.

Please contact the server administrator, root at localhost and inform them
of the time the error occurred, and anything you might have done that
may have caused the error.

More information about this error may be available in the server error
log.
-----------------------------------------------------------------------
So I suspect it may have something to do with the RT::Mason module,
though I'm uncertain.  I looked at the httpd error, and the only error I
have is :

---------------------------------------------------------------
[Thu Dec 13 16:28:11 2001] [error] Can't write to
'/var/log/rt2/rt.log.3565.0': Permission denied at
/usr/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm line 68.
--------------------------------------------------------------
Any help would be appreciated.  I feel that I'm very close to getting
this ticketing system working.  

Gary




From GWLeong at lbl.gov  Fri Dec 14 12:42:02 2001
From: GWLeong at lbl.gov (GWLeong at lbl.gov)
Date: Fri, 14 Dec 2001 09:42:02 -0800
Subject: [rt-users] Re: Internal Server Error HTML Mason
Message-ID: <286472dc68.2dc6828647@lbl.gov>

Hi,

Just to clarify things a bit.  The system seems only to have problem
with the line:

PerlHandler RT::Mason 

- not the previous line of "SetHandler perl-script."

in the httpd.conf file.  It is the entry causing the Internal Servor
Error.  


Gary


----- Original Message -----
From: <GWLeong at lbl.gov>
Date: Thursday, December 13, 2001 4:43 pm
Subject: Internal Server Error HTML Mason

> Hi,
> 
> I'm a new user. I just tried installing RT on RedHat Linux 7.2.  
> 
> I combed through all the documentation several times. From recompiling
> Apache with mod_perl statically to installing all the necessary perl
> modules manually and with CPAN, I was able to get "designated" 
> completeinstall.  However, I ran into a couple of problems that 
> some have been
> noted in previous installations.  (the problems may be more to do with
> configuration b/c the "install" may have been deemed successful) One
> problem involved the Apache/DBI error of not being found by 
> mod_perl in
> @INC; I have since resolved that issue by installing the Apache::DBI
> module through CPAN. 
> 
> The second problem which I am dealing at current is the Internal 
> ServerError I am receiving when I go through the Web Browser.  I 
> have done
> some troubleshooting.  Apparently, the Web Brower gives me the HTML
> coding under /rt2/Webrt/html diretory in text format when I comment 
> outthe following line:
> 
> -----------------------------------------------------------
> SetHandler perl-script
> PerlHandler RT::Mason
> 
> -----------------------------------------------------------
> 
> It is just html text.  However, when uncomment these line (allowing it
> to be read), I receive an the following error by Apache:
> 
> ---------------------------------------------------------
> Internal Server Error
> 
> The server encountered an internal error or misconfiguration and was
> unable to complete your request.
> 
> Please contact the server administrator, root at localhost and inform 
> themof the time the error occurred, and anything you might have 
> done that
> may have caused the error.
> 
> More information about this error may be available in the server error
> log.
> --------------------------------------------------------------------
> ---
> So I suspect it may have something to do with the RT::Mason module,
> though I'm uncertain.  I looked at the httpd error, and the only 
> error I
> have is :
> 
> ---------------------------------------------------------------
> [Thu Dec 13 16:28:11 2001] [error] Can't write to
> '/var/log/rt2/rt.log.3565.0': Permission denied at
> /usr/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm line 68.
> --------------------------------------------------------------
> Any help would be appreciated.  I feel that I'm very close to getting
> this ticketing system working.  
> 
> Gary
> 




From clinton.thomas at safe.com  Thu Dec 13 17:32:39 2001
From: clinton.thomas at safe.com (Clinton Thomas)
Date: Thu, 13 Dec 2001 14:32:39 -0800
Subject: [rt-users] Can't locate object method "uid" via package "Apache::Server" at opt/rt2/bin/webmux.pl line 109.
Message-ID: <CDEBJADCIAADAIDGDBDLOEOBCAAA.clinton.thomas@safe.com>

Hi

I'm new to pretty much everything Linux, Perl Apache, MySql, RT, ... but I
have followed the instructions and installed everything...I think.

I have run all the tests which seem to pass. However, when I modify my
httpd.conf script to add the virtual server, I get the same error that
Hermann Wecke was asking about back on July 13th when I restart or start
Apache:

	Can't locate object method "uid" via package "Apache::Server"
	 at opt/rt2/bin/webmux.pl line 109.

That is my webmux.pl script chokes on the same line of code.(The line number
is now 109, but it is the same error). I looked through the archives and
could not find any answer to his question so can anyone provide me with some
direction?

I'm running RT version 2.0.9, Apache 1.3.9, Mod Perl 1.26, MySql 3.23.46 and
all the perl modules and version that are listed on
www.helgrim.com/permodules I couldn't get CPAN to work at first so I
installed them manually. When I do the make testdeps in the RT install,
everything is happy.

Thanks in advance.

Clinton

[rt-users] Apache/Cookie.pm - Can't locate
Vivek Khera khera at kcilink.com
Fri, 13 Jul 2001 10:55:41 -0400
Previous message: [rt-users] Apache/Cookie.pm - Can't locate
Next message: [rt-users] Today's hack
Messages sorted by: [ date ] [ thread ] [ subject ] [ author ]
>>>>> "RA" == Ralph Angenendt <ra at letras.de> writes:
RA> Hermann Wecke wrote:
>> Syntax error on line 1294 of /etc/httpd/conf/httpd.conf:
>> Can't locate object method "uid" via package "Apache::Server" at
>> /opt/rt2/bin/webmux.pl line 101.
>> <<




From dphull at insipid.com  Sat Dec 15 22:36:56 2001
From: dphull at insipid.com (Dave Hull)
Date: Sat, 15 Dec 2001 21:36:56 -0600 (CST)
Subject: [rt-users] Estimated time to install?
In-Reply-To: <3354406420.1008376753@macduff>
Message-ID: <Pine.LNX.4.33.0112152130270.3155-100000@insipid.cc.ukans.edu>

On Sat, 15 Dec 2001, Jim Archer wrote:

> Could someone please give me an estimate of the number of hours required to
> install RT (for someone who is familiar with Perl and Apache and Linux) on
> a Debian machine?

I just went through the setup process a couple of weeks ago. I've been
administering Linux boxes for 8 years or so. And I've done a fair amount
of Perl programming and module installations.

Given all that, it took me maybe 3 hours to get everying installed on an
existing Linux box to the point where I could actually log in via the web
interface. Since that time I've probably spent another three hours taking
care of little things that I didn't catch in the install doc.

It's been worth the time.

Dave Hull
http://insipid.com
---
Doubt is a pain too lonely to know that faith is his twin brother.
- Kahlil Gibran




From jesse at bestpractical.com  Sun Dec 16 05:39:42 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 16 Dec 2001 05:39:42 -0500
Subject: [rt-users] Internal Server Error HTML Mason
In-Reply-To: <27e572515a.2515a27e57@lbl.gov>; from GWLeong@lbl.gov on Thu, Dec 13, 2001 at 04:43:40PM -0800
References: <27e572515a.2515a27e57@lbl.gov>
Message-ID: <20011216053942.I10604@pallas.fsck.com>

> So I suspect it may have something to do with the RT::Mason module,
> though I'm uncertain.  I looked at the httpd error, and the only error I
> have is :
> 
> ---------------------------------------------------------------
> [Thu Dec 13 16:28:11 2001] [error] Can't write to
> '/var/log/rt2/rt.log.3565.0': Permission denied at
> /usr/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm line 68.
> --------------------------------------------------------------
> Any help would be appreciated.  I feel that I'm very close to getting
> this ticketing system working.  

So. Well, RT can't write its log file to /var/lib/rt2.  Does the user 
that apache is running as have rights to write logfiles in /var/log/rt2?



> 
> Gary
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From feargal at thecia.ie  Sun Dec 16 06:14:57 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Sun, 16 Dec 2001 11:14:57 +0000
Subject: [rt-users] Re: Internal Server Error HTML Mason
In-Reply-To: <286472dc68.2dc6828647@lbl.gov>
References: <286472dc68.2dc6828647@lbl.gov>
Message-ID: <20011216111457.1e5fd67e.feargal@thecia.ie>

Sorry, prev reply sent from wrong account...

Make sure that the apache user has permission to write to /var/log/rt2
Chown it to nobody, or www-data, whoever apache runs as.

-fr.

On Fri, 14 Dec 2001 09:42:02 -0800
GWLeong at lbl.gov wrote:

> Hi,
> 
> Just to clarify things a bit.  The system seems only to have problem
> with the line:
> 
> PerlHandler RT::Mason 
> 
> - not the previous line of "SetHandler perl-script."
> 
> in the httpd.conf file.  It is the entry causing the Internal Servor
> Error.  
> 
> 
> Gary
> 
> 
> ----- Original Message -----
> From: <GWLeong at lbl.gov>
> Date: Thursday, December 13, 2001 4:43 pm
> Subject: Internal Server Error HTML Mason
> 
> > Hi,
> > 
> > I'm a new user. I just tried installing RT on RedHat Linux 7.2.  
> > 
> > I combed through all the documentation several times. From recompiling
> > Apache with mod_perl statically to installing all the necessary perl
> > modules manually and with CPAN, I was able to get "designated" 
> > completeinstall.  However, I ran into a couple of problems that 
> > some have been
> > noted in previous installations.  (the problems may be more to do with
> > configuration b/c the "install" may have been deemed successful) One
> > problem involved the Apache/DBI error of not being found by 
> > mod_perl in
> > @INC; I have since resolved that issue by installing the Apache::DBI
> > module through CPAN. 
> > 
> > The second problem which I am dealing at current is the Internal 
> > ServerError I am receiving when I go through the Web Browser.  I 
> > have done
> > some troubleshooting.  Apparently, the Web Brower gives me the HTML
> > coding under /rt2/Webrt/html diretory in text format when I comment 
> > outthe following line:
> > 
> > -----------------------------------------------------------
> > SetHandler perl-script
> > PerlHandler RT::Mason
> > 
> > -----------------------------------------------------------
> > 
> > It is just html text.  However, when uncomment these line (allowing it
> > to be read), I receive an the following error by Apache:
> > 
> > ---------------------------------------------------------
> > Internal Server Error
> > 
> > The server encountered an internal error or misconfiguration and was
> > unable to complete your request.
> > 
> > Please contact the server administrator, root at localhost and inform 
> > themof the time the error occurred, and anything you might have 
> > done that
> > may have caused the error.
> > 
> > More information about this error may be available in the server error
> > log.
> > --------------------------------------------------------------------
> > ---
> > So I suspect it may have something to do with the RT::Mason module,
> > though I'm uncertain.  I looked at the httpd error, and the only 
> > error I
> > have is :
> > 
> > ---------------------------------------------------------------
> > [Thu Dec 13 16:28:11 2001] [error] Can't write to
> > '/var/log/rt2/rt.log.3565.0': Permission denied at
> > /usr/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm line 68.
> > --------------------------------------------------------------
> > Any help would be appreciated.  I feel that I'm very close to getting
> > this ticketing system working.  
> > 
> > Gary
> > 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


-- 
Feargal Reilly,                        | Communications House, 
Systems Administrator.                 | 1a Lower Pembroke Street,
The CIA - http://www.thecia.ie/        | Dublin 2,
Ph: +353-1-6768230 Fax: +353-1-6767720 | Ireland.

PGP fingerprint: 9EA0 F62E 2345 6062 E522 00F2 31D0 B1B0 D678 96DB

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From ian at assv.net  Sun Dec 16 06:06:49 2001
From: ian at assv.net (Ian D)
Date: 16 Dec 2001 12:06:49 +0100
Subject: [rt-users] Internal Server Error HTML Mason
In-Reply-To: <27e572515a.2515a27e57@lbl.gov>
References: <27e572515a.2515a27e57@lbl.gov>
Message-ID: <m2u1urwhiu.fsf@dominatrix.lackflicka.nu>

GWLeong at lbl.gov writes:

> [Thu Dec 13 16:28:11 2001] [error] Can't write to
> '/var/log/rt2/rt.log.3565.0': Permission denied at
> /usr/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm line 68.

It can't write to the log directory (set in config.pm). Check the
permissions for that directory.
-- 
/Ian D
ian at assv.net




From alesh at sportina.si  Sun Dec 16 11:24:27 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Sun, 16 Dec 2001 17:24:27 +0100 (CET)
Subject: [rt-users] Estimated time to install?
In-Reply-To: <3C1BE0BD.1070006@multinet.no>
Message-ID: <Pine.LNX.4.43.0112161719350.10305-100000@lbox.sportina.si>

Well, there are alot of areas you need to think about:
- will you have local users on the machine, aka shell users
- will the machine be in a local LAN (behind the firewall) or on the Inet
- which services you need to run, etc....
- ....

There are so many aspects you have to think about that the question is
simply to wide, narrow it down?

Also securing the machine is I belive out of RT topic. Anyone else agrees?

A.

On Sun, 16 Dec 2001, Tore Micaelsen wrote:

> Thats something i'm very interested in, anyone have something spesific
> about tighten security conserning rt ?
>
> Tore
>
>
>
> Alesh Mustar wrote:
>
> >1-3 hours, depends on the problems you will have.
> >To set-up RT very good, around 3 is enough, so you test everything, set-up
> >queues, keywords, scrips, templates.
> >
> >If your linux box is set-up, then 3 hours is more then enough, if you need
> >to tighteen your security, you probably know you'll need more time.
> >
> >A.
> >
> >On Sat, 15 Dec 2001, Jim Archer wrote:
> >
> >>Hi All...
> >>
> >>Could someone please give me an estimate of the number of hours required to
> >>install RT (for someone who is familiar with Perl and Apache and Linux) on
> >>a Debian machine?
> >>
> >>Thanks...
> >>
> >>Jim
> >>
> >>
> >>_______________________________________________
> >>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
> >
> >
> >----------------------------------------------------------
> >   Secure your mail with MultiNet AS - www.multinet.no
> >----------------------------------------------------------
> >This mail has been scanned for viruses by moya.multinet.no
> >using AmaVis-Perl-11 with the following virus engines:
> >Kaspersky Labs, F-Secure, Sophos and Innoculate with
> >virus signaturefiles checked and updated every hour.
> >
> >
> >
> >
> >
>
>
>
>
> ----------------------------------------------------------
>    Secure your mail with MultiNet AS - www.multinet.no
> ----------------------------------------------------------
> This mail has been scanned for viruses by moya.multinet.no
> using AmaVis-Perl-11 with the following virus engines:
> Kaspersky Labs, F-Secure, Sophos and Innoculate with
> virus signaturefiles checked and updated every hour.
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From greg at ussnomad.org  Sun Dec 16 19:35:56 2001
From: greg at ussnomad.org (Greg Trotter)
Date: Sun, 16 Dec 2001 18:35:56 -0600
Subject: [rt-users] Looking for web hosting for RT installation
Message-ID: <5.1.0.14.0.20011216183431.01efd988@forbin.ussnomad.org>

We're wanting to get RT off of the old linux box in the office and in a 
more stable location. Does anyone on this list know of web hosting 
companies that will allow you to run RT? Please drop me a note if you can 
help. Thanks!


--
Greg Trotter
greg at ussnomad.org




From smcdonald at pacbrands.com.au  Sun Dec 16 19:45:54 2001
From: smcdonald at pacbrands.com.au (smcdonald at pacbrands.com.au)
Date: Mon, 17 Dec 2001 10:45:54 +1000
Subject: [rt-users] RT 2.09 search and other time-outs
Message-ID: <4A256B25.000414CB.00@ngwypacdun2.pacbrands.com.au>


Hi RT users,

We have RT 2.09 setup to manage a small IT dept's issues. Access is from IE 5.5
and 5.0 running on NT. Proxy is bypassed. I have found two problems after using
the system for 2-3 weeks:

1) When searching or building searches for tickets we frequently get the
following standard IE error message. This message also sometimes appears on
logout. Hitting refresh a few times usually fixes the problem. It is strange
that I don't see this error anywhere else in the package. If it occurred say
every 10-50 page displays I would tend to think it was our network but the fact
that it only happens when searching or on logout points to a combination of RT
and our setup.

     The page cannot be displayed
     The page you are looking for is currently unavailable. The Web site might
     be experiencing technical difficulties, or you may need to adjust your
     browser settings.
     --------------------------------------------------------------------------------

     Please try the following:
     Click the  Refresh button, or try again later.
     If you typed the page address in the Address bar, make sure that it is
     spelled correctly.

     To check your connection settings, click the Tools menu, and then click
     Internet Options. On the Connections tab, click Settings. The settings
     should match those provided by your local area network (LAN) administrator
     or Internet service provider (ISP).
     If your Network Administrator has enabled it, Microsoft Windows can examine
      your network and automatically discover network connection settings.
     If you would like Windows to try and discover them,
     click  Detect Network Settings
     Some sites require 128-bit connection security. Click the Help menu and
     then click About Internet Explorer to determine what strength security you
     have installed.
     If you are trying to reach a secure site, make sure your Security settings
     can support it. Click the Tools menu, and then click Internet Options. On
     the Advanced tab, scroll to the Security section and check settings for SSL
      2.0, SSL 3.0, TLS 1.0, PCT 1.0.
     Click the  Back button to try another link.

     Cannot find server or DNS Error
     Internet Explorer

2) Style sheets not being provided fast enough caused browser errors. This was
fixed by a hack we found in the news group. It would be good to have this as a
config option.

Thanks in advance...





From matt at iseek.com.au  Sun Dec 16 20:41:12 2001
From: matt at iseek.com.au (matt carter)
Date: Mon, 17 Dec 2001 11:41:12 +1000 (EST)
Subject: [rt-users] RT 2.09 search and other time-outs
In-Reply-To: <4A256B25.000414CB.00@ngwypacdun2.pacbrands.com.au>
Message-ID: <Pine.LNX.4.31.0112171132410.23936-100000@admin.iseek.com.au>

>
> We have RT 2.09 setup to manage a small IT dept's issues. Access is from IE 5.5
> and 5.0 running on NT. Proxy is bypassed. I have found two problems after using
> the system for 2-3 weeks:
>
> 1) When searching or building searches for tickets we frequently get the
> following standard IE error message. This message also sometimes appears on
> logout. Hitting refresh a few times usually fixes the problem. It is strange
> that I don't see this error anywhere else in the package. If it occurred say
> every 10-50 page displays I would tend to think it was our network but the fact
> that it only happens when searching or on logout points to a combination of RT
> and our setup.

This may be of some partial assistance.

Remember any error message generated by the server less than 512
characters will be over-written with IE's generic "friendly" error
message. (eg: the server is busy)

You can turn off this behaviour by unchecking
Tools|Internet Options|Advanced|Show Friendly HTTP Error Messages

Which will probably help you somewhat in your diagnosis of what is really
going on.

--matt





From c.bailiff at awayweb.com  Sun Dec 16 22:14:28 2001
From: c.bailiff at awayweb.com (Cris Bailiff)
Date: Mon, 17 Dec 2001 14:14:28 +1100
Subject: [rt-users] RT 2.09 search and other time-outs
Message-ID: <3C1D6314.822C44A@awayweb.com>

Hi 'smcdonald' (sorry, no other name I could find in your posting)...

Are you using SSL (https) for access your RT server? This warning is a typical
symptom of the various different ssl keepalive and shutdown bugs in many common
versions of IE. You can work around these by carefully reading the FAQ at
www.modssl.org - some default mod_ssl configs come with the correct settings, but
it depends on your vendor (or self-build choices). I often see the bug appear on
POST pages, and less often with GET - this I can't explain....

Even if you're not using SSL, you should check the apache error_log at the time
this happens, and see if apache or Mason noticed the problem.

When you get desparate, ethereal is your friends (www.ethereal.org) - a full
packet capture can usually point the blame directly at the culprit.

Cris


> Hi RT users,
> 
> We have RT 2.09 setup to manage a small IT dept's issues. Access is from IE 5.5
> and 5.0 running on NT. Proxy is bypassed. I have found two problems after using
> the system for 2-3 weeks:
> 
> 1) When searching or building searches for tickets we frequently get the
> following standard IE error message. This message also sometimes appears on
> logout. Hitting refresh a few times usually fixes the problem. It is strange
> that I don't see this error anywhere else in the package. If it occurred say
> every 10-50 page displays I would tend to think it was our network but the fact
> that it only happens when searching or on logout points to a combination of RT
> and our setup.
> 
>      The page cannot be displayed
>   ...
> 
> 2) Style sheets not being provided fast enough caused browser errors. This was
> fixed by a hack we found in the news group. It would be good to have this as a
> config option.
> 
> Thanks in advance...
>
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From jesse at bestpractical.com  Mon Dec 17 01:38:52 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 17 Dec 2001 01:38:52 -0500
Subject: [rt-users] [rt-announce] Commercial support contracts for RT now available
Message-ID: <20011217013852.M10604@pallas.fsck.com>

  I'm proud to announce the availability of commercial support
contracts for RT. Starting in 2002, my company, Best Practical Solutions, 
LLC will begin providing support for RT, both on a contract basis and a
per-incident basis.

  By making commercial-grade support available to customers who
have a business need for a highly scalable supported ticketing system,
Best Practical will be able to help make sure that RT continues to be
developed and made freely available to the public.  And, of course,
I'll be able to afford to eat.

  Annual contracts start at $500 per month for a base level support
agreement which makes sense for smaller organizations and scale up to
$10,000 per month for the largest organizations which require 24/7 pager
access to a an engineer from Best Practical. 

  Buying a support contract is the best way to show your support for RT 
and to help make sure that RT continues to be the best open-source 
ticketing system available. If you're interested in further details 
about support contracts, please don't hesitate to contact us at 
sales at bestpractical.com.


  Thanks, 

  Jesse Vincent 
  President 
  Best Practical Solutions, LLC



Questions

Q: Will RT still be free?

A: Of course! Best Practical Solutions believes strongly in freely
available software and in the free software community. RT will continue to
be freely available to the general public under the terms of the GNU GPL.


Q: What about proprietary extensions?

A: While some customers have indicated that they'd be willing to pay
for proprietary "add-ons" to RT, it is our belief that a support-based
business model is best for us and for the community.  While we may not
provide support for all RT-related software, we believe that making
extensions to RT freely available to all users will benefit us far more
than making a few dollars by selling them.


Q: What about free support on the mailing lists?

A: rt-users and rt-devel will continue to exist in their current forms
(though the lists will move to bestpractical.com soon).  Jesse won't
stop answering questions on the list; however, by not allocating large
portions of his time to providing free (and often redundant) support,
he is able to better put his time to use on other projects, including
working on future versions of RT.


Q: What else can we expect from Best Practical?

A:  There are a couple exciting new projects brewing at Best Practical
Solutions that should be quite exciting when they're unveiled in 2002.
You can catch a glimpse of the first, a documentation management system
called RT/FM, in action at http://fsck.com/rtfm/index.html where it's
serving up the evolving documentation for RT itself.


Q: How do I get a support contract?

A: Send email to sales at bestpractical.com and we can get back to you with
a rate sheet and more details.


Q: Does Best Practical do custom development work?

A: Certainly. We specialize in RT-related work but take on other
interesting projects from time to time.  If you send mail to
sales at bestpractical.com describing your requirements, we can work with
you to put together a quote and go forward from there.


--
http://www.bestpractical.com/rt/             Best Practical Solutions, LLC

_______________________________________________
rt-announce mailing list
rt-announce at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-announce



From benoit.panizzon at atrete.ch  Mon Dec 17 03:17:56 2001
From: benoit.panizzon at atrete.ch (Benoit Panizzon)
Date: Mon, 17 Dec 2001 09:17:56 +0100
Subject: [rt-users] RT Couldn't write to session directory
In-Reply-To: <3C1BE024.9040907@multinet.no>
References: <5.1.0.14.2.20011214180448.034d0dc8@mailhost.atrete.ch>
Message-ID: <5.1.0.14.2.20011217091329.00af1990@mailhost.atrete.ch>

At 00:43 16.12.2001 +0100, Tore Micaelsen wrote:
>try a
>perl -MCPAN -e shell
>and then
>install Storable
>when that has gone ok, it should do the trick..
>had the same problem myself a couple of times. Dont know if that's 
>something that could should have been in the 'make fixdeps' or something 
>that is obvious... ;-)

Tnx, that fixed that Storable.pm Problem, but now I'm stuck again with the:

[Mon Dec 17 09:11:44 2001] [error] RT Couldn't write to session directory 
'/usr/local/rt2/WebRT/sessiondata'. Check that this directory's permissions 
are correct. at /usr/local/rt2/bin/webmux.pl line 152.

Error.

I'm quite sure the permissions are correct.
   82062  112 drwxrwxrwx   2 nobody   nobody     110592 Dec 17 09:11 .
   82060    4 drwxr-xr-x   5 root     root         4096 Dec 14 17:09 ..
   82212    0 -rw-------   1 nobody   nobody          0 Dec 17 09:11 
Apache-Session-7e9dbce685a21844a8a1e20f7b2edfba.lock

Apache runs as nobody and this is also configured in the rt2 Makefile.

Looks a bit like apache writes the files with a wrong umask, shouldn't they 
be 660?

Any Hints?

-Benoit-




From khera at kcilink.com  Mon Dec 17 09:59:54 2001
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 17 Dec 2001 09:59:54 -0500
Subject: [rt-users] Estimated time to install?
In-Reply-To: <3354406420.1008376753@macduff>
References: <3354406420.1008376753@macduff>
Message-ID: <15390.2154.439024.709389@onceler.kciLink.com>

>>>>> "JA" == Jim Archer <jim at archer.net> writes:

JA> Could someone please give me an estimate of the number of hours
JA> required to install RT (for someone who is familiar with Perl and
JA> Apache and Linux) on a Debian machine?

Install takes maybe an hour incliding reading the docs and compiling
things, if necessary.

Configuration, however, can take you a lifetime. ;-)

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Vivek Khera, Ph.D.                Khera Communications, Inc.
Internet: khera at kciLink.com       Rockville, MD       +1-240-453-8497
AIM: vivekkhera Y!: vivek_khera   http://www.khera.org/~vivek/



From j.albert at gom.com  Mon Dec 17 11:34:37 2001
From: j.albert at gom.com (Joern Albert)
Date: Mon, 17 Dec 2001 17:34:37 +0100
Subject: [rt-users] Keyword
References: <20011217162501.7C39111157@pallas.eruditorum.org>
Message-ID: <3C1E1E9D.909FDD1C@gom.com>

Hello

I would like to have the keywords of the tickets shown as colums in the
queues of the web interface, is this possible?

How should the entry in the config.pm look like?
	{ Header => '<Keyword>',
	TicketAttribute => ''
	 },

is there a list of all TicketAttributes allowed?

J?rn Albert



From michael.k.brown at alcatel.com  Mon Dec 17 12:03:25 2001
From: michael.k.brown at alcatel.com (Michael K Brown)
Date: Mon, 17 Dec 2001 12:03:25 -0500
Subject: [rt-users] Make install or make dropdb error
Message-ID: <000301c1871c$be21ba40$9d37788a@ca.newbridge.com>

Hi Folks!

I'm having problems doing the final installation of RT.  I've built the
server running the latest versions of apache, mod_perl, and all the required
perl modules (make testdeps shows all found).

I've searched the archives, and I can't figure out where my problem lies.
Everything seems OK... but I'm still pulling my hair out!

Here's the output from make..

# make install
mkdir -p //usr/local/rt2/bin
mkdir -p //usr/local/rt2/WebRT/data
mkdir -p //usr/local/rt2/WebRT/sessiondata
mkdir -p //usr/local/rt2/etc
mkdir -p //usr/local/rt2/lib
mkdir -p //usr/local/rt2/WebRT/html
mkdir -p //usr/local/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '3306'
'root' 'rt2' create
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
DBD::mysql::db do failed: Can't create database 'rt2'. (errno: 13) at
/usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 77,
<STDIN> line 1.
Can't create database 'rt2'. (errno: 13) at
/usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 77,
<STDIN> line 1.
make: *** [createdb] Error 11
#

Could someone point me in the right direction?  OS is Solaris 2.8, apache
1.3.22, mysql 3.23.45.

# /usr/local/apache/bin/httpd -l
Compiled-in modules:
  http_core.c
  mod_env.c
  mod_log_config.c
  mod_mime.c
  mod_negotiation.c
  mod_status.c
  mod_include.c
  mod_dir.c
  mod_cgi.c
  mod_actions.c
  mod_speling.c
  mod_alias.c
  mod_rewrite.c
  mod_access.c
  mod_auth.c
  mod_proxy.c
  mod_so.c
  mod_setenvif.c
  mod_perl.c
  mod_fastcgi.c
  mod_php4.c
suexec: enabled; valid wrapper /usr/local/apache/bin/suexec
#

Thanks in advance for any help!

Michael K. Brown
Lab Technician
ATM Engineering Services - Lab Services
Tel: (613) 784-4354
michael.k.brown at alcatel.com




From ross.williamson at quios.net  Mon Dec 17 13:57:05 2001
From: ross.williamson at quios.net (Ross Williamson)
Date: Mon, 17 Dec 2001 18:57:05 +0000
Subject: [rt-users] help with templates that need to send attachments
Message-ID: <3C1E4001.2050008@quios.net>

Hi all,

I have been trying to work out how to get templates to include attachments.

The story goes when a ticket hits a particular queue I need to send out 
a autoreply to the requestor and in that reply needs to be a document 
(as an attachment, it's a word doc)

Now I have been trying a number of different ways including using 
MIME::Entity within the template.

I have successfully got the template to generate all the MIME 
information but when it is sent out the headers are all wrong for the mail.

Is there an easy way to do this?  Or is there something I am missing.

BTW Jesse great product keep up the good work!

-- 
Ross Williamson
Quios

Mobile : +44 7876 308 566
Phone  : +44 207 170 4014
Web    : www.quios.com




From bill at limelightnetworks.COM  Mon Dec 17 16:21:50 2001
From: bill at limelightnetworks.COM (Bill Petrisko)
Date: Mon, 17 Dec 2001 14:21:50 -0700
Subject: [rt-users] 2.0.9 configuration/feature requests
Message-ID: <035c01c18740$da1d3b10$3c8c30d0@phx.axient.com>

Still implementing rt2 -- looks great so far.

A few configuration and/or feature requests:

1) In config.pm, web header setup (%WebOptions):
    Is there a way to specify a specific Keyword to be listed for each
ticket?
    (ie: I have a keyword 'Location' that would be useful to be listed in
the summary.)

2) Is there a way to have the number of transactions listed for each ticket
in the ticket summary?

3) Is there a list of legal variables for use in templates?

4) Is there a list of legal variables/types/actions for use in the config.pm
%WebOptions?

5) Is there a way to change the system defaults on the 'ordering and
sorting' section of the display page?
5a) I would love to have the default for sorting results to be 'decending.'
5b) It might be useful to set the refresh to 'every 10 minutes' by default.

6) It would be very helpful to have a system-wide default option that
reverses the history display (so history entries are listed from newest to
oldest.)

7) Are there any formal relationships between child/parent depends
on/dependend on by -- ie: Is there a way to comment on all parents/children
at once or resolve all parents/children at once/etc?

Any pointers on if it is possible to do these things (or if they can be
included as future feature enhancements) would be greatly appreciated.

Other than that, I am really, really happy and impressed with RT2...
although it is almost a little intimidating with all the options and
configuration items- it seems that it can be configured to do just about
anything (once I can figure it out :) )

thanks
bill





From dave at toad.net  Mon Dec 17 17:16:00 2001
From: dave at toad.net (David C. Troy)
Date: Mon, 17 Dec 2001 17:16:00 -0500 (EST)
Subject: [rt-users] "On Steal" Notification
Message-ID: <Pine.LNX.4.30.0112171713400.5415-100000@beast.toad.net>

Is it possible to make RT notify the previous owner when a ticket is
stolen by a new owner?  I have these two scrips installed right now
globally:

 - OnCorrespond NotifyRequestors Correspondence
 - OnTransaction NotifyOwner Transaction

It does NOT notify the owner when a ticket is stolen.  I am running RT
2.0.4 right now; (yeah I know, I'm upgrading soon.)

Dave

=====================================================================
David C. Troy   [dave at toad.net]                   410-544-6193 Sales
ToadNet - Want to go fast?                        410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net




From dave at toad.net  Mon Dec 17 17:21:54 2001
From: dave at toad.net (David C. Troy)
Date: Mon, 17 Dec 2001 17:21:54 -0500 (EST)
Subject: [rt-users] "On Steal" Notification
In-Reply-To: <20011217171718.E88460@nixc.net>
Message-ID: <Pine.LNX.4.30.0112171721410.13979-100000@beast.toad.net>

Cool.  I was used to the old days when this was a built in feature.

Dave

=====================================================================
David C. Troy   [dave at toad.net]                   410-544-6193 Sales
ToadNet - Want to go fast?                        410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net

On Mon, 17 Dec 2001, Darrin Walton wrote:

>   |+ Is it possible to make RT notify the previous owner when a ticket is
>   |+ stolen by a new owner?  I have these two scrips installed right now
>   |+ globally:
>
> What about the OwnerChange script thats located at:
> http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/
>
> or the NotifyOldOwnwer, which is at:
> http://www.fsck.com/pub/rt/contrib/2.0/NotifyOldOwner/
>
> One of those should work for you.
>
> -darrin
>




From tcshoaf at thevsp.com  Mon Dec 17 17:19:40 2001
From: tcshoaf at thevsp.com (Thomas C. Shoaf)
Date: Mon, 17 Dec 2001 17:19:40 -0500
Subject: [rt-users] Use of RT in Multi-User/Domain Environment
Message-ID: <000e01c18748$ecff1660$6401a8c0@thevsp8100>

Is it possible to use RT for several different accounts with various
different email accounts?   My company is looking to enable the use or
RT so clients of our Hosting Partners may enable direct technical
support with our staff vs. the Hosting Partner becoming the middle-man
or traffic director.   I would appreciate your response via email to
"sitemaster at thevsp.com.
 
Thanks
 
 
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From darrinw at nixc.net  Mon Dec 17 17:17:18 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Mon, 17 Dec 2001 17:17:18 -0500
Subject: [rt-users] "On Steal" Notification
In-Reply-To: <Pine.LNX.4.30.0112171713400.5415-100000@beast.toad.net>; from dave@toad.net on Mon, Dec 17, 2001 at 05:16:00PM -0500
References: <Pine.LNX.4.30.0112171713400.5415-100000@beast.toad.net>
Message-ID: <20011217171718.E88460@nixc.net>

  |+ Is it possible to make RT notify the previous owner when a ticket is
  |+ stolen by a new owner?  I have these two scrips installed right now
  |+ globally:

What about the OwnerChange script thats located at:
http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/

or the NotifyOldOwnwer, which is at:
http://www.fsck.com/pub/rt/contrib/2.0/NotifyOldOwner/

One of those should work for you.

-darrin




From bill at limelightnetworks.COM  Mon Dec 17 19:12:29 2001
From: bill at limelightnetworks.COM (Bill Petrisko)
Date: Mon, 17 Dec 2001 17:12:29 -0700
Subject: [rt-users] CLI --limit-subject broken?
Message-ID: <03fb01c18758$ae8ccf20$3c8c30d0@phx.axient.com>

Am I missing something with the usage, or is this a bug?

It looks like the CLI --limit-subject option does not seem narrow my
searches...

[root at unix bin]#
/local/rt2/bin/rt --limit-queue=Network  --limit-status=new --limit-status=o
pen --summary
  id  Stat    Queue                                   Subject
Requestor
2685   new  Network                         test email ticket
bill at xxx.net
2687   new  Network                                      test
admin at lxxx.com
2688   new  Network                              test subject
2689   new  Network                              test subject

[root at unix bin]#
/local/rt2/bin/rt --limit-queue=Network  --limit-status=new --limit-status=o
pen --limit-subject='test email ticket' --summary
  id  Stat    Queue                                   Subject
Requestor
2685   new  Network                         test email ticket
bill at ccc.net
2687   new  Network                                      test
admin at lxxx.com
2688   new  Network                              test subject
2689   new  Network                              test subject

thanks
bill





From bjones at sendmeyourmoney.com  Mon Dec 17 20:37:06 2001
From: bjones at sendmeyourmoney.com (Brian Jones)
Date: Mon, 17 Dec 2001 19:37:06 -0600
Subject: [rt-users] Re: Can't locate object method "uid" via package "Apache::Server" at opt/rt2/bin/webmux.pl line 109.
In-Reply-To: <20011217013026.C766811202@pallas.eruditorum.org>
References: <20011217013026.C766811202@pallas.eruditorum.org>
Message-ID: <200112180137.fBI1b6l22954@nostromo.sendmeyourmoney.com>

>Can't locate object method "uid" via package "Apache::Server"
>at opt/rt2/bin/webmux.pl line 109.

I had this problem too, and fixed it by recompiling mod_perl into Apache 
statically rather than installing the Mod Perl RPM.  You can find the 
instructions for this at:

<http://fsck.com/rtfm/article.html?id=2#41>

Brian



From gwleong at lbl.gov  Mon Dec 17 14:08:17 2001
From: gwleong at lbl.gov (Gary Leong)
Date: Mon, 17 Dec 2001 11:08:17 -0800
Subject: [rt-users] Internal Server Error HTML Mason
References: <27e572515a.2515a27e57@lbl.gov> <20011216053942.I10604@pallas.fsck.com>
Message-ID: <3C1E42A1.88576904@lbl.gov>

Jesse Vincent wrote:
> 
> > So I suspect it may have something to do with the RT::Mason module,
> > though I'm uncertain.  I looked at the httpd error, and the only error I
> > have is :
> >
> > ---------------------------------------------------------------
> > [Thu Dec 13 16:28:11 2001] [error] Can't write to
> > '/var/log/rt2/rt.log.3565.0': Permission denied at
> > /usr/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm line 68.
> > --------------------------------------------------------------
> > Any help would be appreciated.  I feel that I'm very close to getting
> > this ticketing system working.
> 
> So. Well, RT can't write its log file to /var/lib/rt2.  Does the user
> that apache is running as have rights to write logfiles in /var/log/rt2?
> 
> >
> > Gary
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> 
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
Hey All,

That permissions on the log turned out to be the problem.  I ignored
that log because I assumed the "rt user" was going to write the log
rather than apache.  Anyhow, thanks for the help.  Hopefully, I will
deploy the system soon.  Also, I'm hoping to write a step-by-step
procedure to set up the unit from Red Hat 7.2, from removing removing
the RH installed apache to final configuration of rt.  When I'm
finished, I'll be sure to send you a copy.  Thanks again for everything!

Gary



From bthauvin at clearchannel.fr  Tue Dec 18 02:10:41 2001
From: bthauvin at clearchannel.fr (THAUVIN Blaise (Informatique))
Date: Tue, 18 Dec 2001 08:10:41 +0100
Subject: [rt-users] 2.0.9 configuration/feature requests
Message-ID: <C6E6A723C42DD511B9D5009027C3933A013F1334@messagerie.dauphin-affichage.com>

Hi,

Asked a very similar question here some weeks ago and got no answer. I would
be very interested in anything you get on this. I even volunteer to write a
documentation summary on how to use Web Options if I get enough material.

I need to change one column to put the real name instead of the email of
each user. Looks simple from what I've seen of WepOptions, but still I did
not manage.

Blaise 

-----Message d'origine-----
De : Bill Petrisko [mailto:bill at limelightnetworks.COM]
Envoy? : lundi 17 d?cembre 2001 22:22
? : rt-users at lists.fsck.com
Objet : [rt-users] 2.0.9 configuration/feature requests


Still implementing rt2 -- looks great so far.

A few configuration and/or feature requests:

1) In config.pm, web header setup (%WebOptions):
    Is there a way to specify a specific Keyword to be listed for each
ticket?
    (ie: I have a keyword 'Location' that would be useful to be listed in
the summary.)

2) Is there a way to have the number of transactions listed for each ticket
in the ticket summary?

3) Is there a list of legal variables for use in templates?

4) Is there a list of legal variables/types/actions for use in the config.pm
%WebOptions?

5) Is there a way to change the system defaults on the 'ordering and
sorting' section of the display page?
5a) I would love to have the default for sorting results to be 'decending.'
5b) It might be useful to set the refresh to 'every 10 minutes' by default.

6) It would be very helpful to have a system-wide default option that
reverses the history display (so history entries are listed from newest to
oldest.)

7) Are there any formal relationships between child/parent depends
on/dependend on by -- ie: Is there a way to comment on all parents/children
at once or resolve all parents/children at once/etc?

Any pointers on if it is possible to do these things (or if they can be
included as future feature enhancements) would be greatly appreciated.

Other than that, I am really, really happy and impressed with RT2...
although it is almost a little intimidating with all the options and
configuration items- it seems that it can be configured to do just about
anything (once I can figure it out :) )

thanks
bill



_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users
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From jesse at bestpractical.com  Tue Dec 18 03:52:50 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 18 Dec 2001 03:52:50 -0500
Subject: [rt-users] CLI --limit-subject broken?
In-Reply-To: <03fb01c18758$ae8ccf20$3c8c30d0@phx.axient.com>; from bill@limelightnetworks.COM on Mon, Dec 17, 2001 at 05:12:29PM -0700
References: <03fb01c18758$ae8ccf20$3c8c30d0@phx.axient.com>
Message-ID: <20011218035250.B10604@pallas.fsck.com>

in bin/rt, replace OEPERATOR with OPERATOR. this will be fixed in 2.0.10.



On Mon, Dec 17, 2001 at 05:12:29PM -0700, Bill Petrisko wrote:
> Am I missing something with the usage, or is this a bug?
> 
> It looks like the CLI --limit-subject option does not seem narrow my
> searches...
> 
> [root at unix bin]#
> /local/rt2/bin/rt --limit-queue=Network  --limit-status=new --limit-status=o
> pen --summary
>   id  Stat    Queue                                   Subject
> Requestor
> 2685   new  Network                         test email ticket
> bill at xxx.net
> 2687   new  Network                                      test
> admin at lxxx.com
> 2688   new  Network                              test subject
> 2689   new  Network                              test subject
> 
> [root at unix bin]#
> /local/rt2/bin/rt --limit-queue=Network  --limit-status=new --limit-status=o
> pen --limit-subject='test email ticket' --summary
>   id  Stat    Queue                                   Subject
> Requestor
> 2685   new  Network                         test email ticket
> bill at ccc.net
> 2687   new  Network                                      test
> admin at lxxx.com
> 2688   new  Network                              test subject
> 2689   new  Network                              test subject
> 
> thanks
> bill
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From yairv at verisity.com  Tue Dec 18 04:53:18 2001
From: yairv at verisity.com (yairv at verisity.com)
Date: Tue, 18 Dec 2001 04:53:18 -0500 (EST)
Subject: [rt-users] how can i include ticket history on resolve and create ticket
Message-ID: <1008669198.3c1f120ed0cbf@lyon>

Hi

First i want to thank you for your help .

 I'm using rt -2 and when a ticket resolved or there is an auto replay its send
 the subject and a notification to requestor
 Can you tell me please there is a way to replay with the ticket history throu
 the mail without to send the
 ticket url --> <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}>

 I try to put  {$Transaction->Content()} but it wont send him the ticket
 history


Thank's Yair




From freimers at Infosysinc.com  Tue Dec 18 09:04:40 2001
From: freimers at Infosysinc.com (Fred Reimers)
Date: Tue, 18 Dec 2001 09:04:40 -0500
Subject: [rt-users] RT line command problem with priorities/owner limit items
Message-ID: <28C71A40994B584EB8425D281D09B832131C94@infocoex1.infosysinc.com>

I've installed v2 of RT with mysql on Redhat and am having problems
using the rt line mode command.  I can't seem to get --limit-priority or
--limit-final-priority commands to select any tickets.  I also noticed
that Owner information is truncated when displayed.

In looking through the code a couple of OPERATOR= commands were
misspelled OEPRATOR.  I changed them but it didn't make a difference.

Is anyone else experiencing problems with this?


Fred Reimers



From freimers at Infosysinc.com  Tue Dec 18 09:10:00 2001
From: freimers at Infosysinc.com (Fred Reimers)
Date: Tue, 18 Dec 2001 09:10:00 -0500
Subject: [rt-users] OncallForm.cgi Problems - v2
Message-ID: <28C71A40994B584EB8425D281D09B8321B8BD2@infocoex1.infosysinc.com>

I downloaded OncallForm.cgi from the contributor area.  It's listed
under version 1.  I'm running version 2.

Should it work under version 2.  Here's the error I get.

Mason error
error in file: 	/usr/rt/WebRT/data/obj/STANDARD/OncallForm.cgi

	line 458: 		syntax error		
context: 	1: 	package HTML::Mason::Commands;			
	2: 	use strict;			
	3: 	use vars qw($m $r);			
	4: 	my $_escape =
\&HTML::Mason::Parser::_escape_perl_expression;			
	... 				
	454: 	$s_form .= $oh_cgi->end_html();			
	455: 				
	456: 	STDOUT->print($s_form);			
	457: 	}			
	458: 	');			
	459: 	return undef;			
	460: 				
	461: 	},			
	462: 	'create_time'=>1008554820,			
	... 				
code stack: 	/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Interp.pm:386
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:116

	 				
 raw_error       					





From darrinw at nixc.net  Tue Dec 18 14:09:24 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 18 Dec 2001 14:09:24 -0500
Subject: [rt-users] OncallForm.cgi Problems - v2
In-Reply-To: <28C71A40994B584EB8425D281D09B8321B8BD2@infocoex1.infosysinc.com>; from freimers@Infosysinc.com on Tue, Dec 18, 2001 at 09:10:00AM -0500
References: <28C71A40994B584EB8425D281D09B8321B8BD2@infocoex1.infosysinc.com>
Message-ID: <20011218140924.I88460@nixc.net>

  |+ I downloaded OncallForm.cgi from the contributor area.  It's listed
  |+ under version 1.  I'm running version 2.
  |+ 
  |+ Should it work under version 2.  Here's the error I get.

I don't think items from v1 will work with v2.  There were a lot of
changes in the framework, database structures, etc.

-darrin




From bl at incyte.com  Tue Dec 18 19:52:16 2001
From: bl at incyte.com (Brett G. Lemoine)
Date: Tue, 18 Dec 2001 16:52:16 -0800
Subject: [rt-users] Global watchers?
Message-ID: <200112190052.QAA01342@blah.incyte.com>

The documentation states that you can setup _Global_ watchers, but I
can't find a way to do that either via the web or cli.  Should I
conclude that the text is out of date?

bl
-- 
//====== Brett G. Lemoine -=- <bl at incyte.com> ===============================\\
|| Info. Systems Architect |                                                 ||
||Core Unix System Services|        My opinions may have changed,            ||
||     Incyte Genomics     |      but not the fact that I am right.          ||
||Palo Alto, CA / Plano, TX|                                                 ||
|+-------------------------+-------------------------------------------------+|
\\== PGP Key Fingerprint: 68 A1 2A 2D 82 CE E9 70  5B 80 D1 11 EC F3 FB 85 ==//




From jesse at bestpractical.com  Tue Dec 18 20:53:59 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 18 Dec 2001 20:53:59 -0500
Subject: [rt-users] Global watchers?
In-Reply-To: <200112190052.QAA01342@blah.incyte.com>; from bl@incyte.com on Tue, Dec 18, 2001 at 04:52:16PM -0800
References: <200112190052.QAA01342@blah.incyte.com>
Message-ID: <20011218205359.E10604@pallas.fsck.com>

Where do the docs state that? That's never been possible. The docs should be corrected.



On Tue, Dec 18, 2001 at 04:52:16PM -0800, Brett G. Lemoine wrote:
> 
> The documentation states that you can setup _Global_ watchers, but I
> can't find a way to do that either via the web or cli.  Should I
> conclude that the text is out of date?
> 
> bl
> -- 
> //====== Brett G. Lemoine -=- <bl at incyte.com> ===============================\\
> || Info. Systems Architect |                                                 ||
> ||Core Unix System Services|        My opinions may have changed,            ||
> ||     Incyte Genomics     |      but not the fact that I am right.          ||
> ||Palo Alto, CA / Plano, TX|                                                 ||
> |+-------------------------+-------------------------------------------------+|
> \\== PGP Key Fingerprint: 68 A1 2A 2D 82 CE E9 70  5B 80 D1 11 EC F3 FB 85 ==//
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From bill at limelightnetworks.COM  Tue Dec 18 21:02:43 2001
From: bill at limelightnetworks.COM (Bill Petrisko)
Date: Tue, 18 Dec 2001 19:02:43 -0700
Subject: [rt-users] CLI 2.0.9 --create with --keywords broken?
Message-ID: <057c01c18831$3f18f5e0$3c8c30d0@phx.axient.com>

CLI 2.0.9, --create does not seem to work with --keywords.  Keywords are
ignored on ticket creation (not added.)

I have tried both:
   echo "body" | /local/rt2/bin/rt --create --status=new --subject='test
subject' --queue='Network' --priority=3  --noedit --comment --source - --key
words=Location/DFW

and:
   echo "body" | /local/rt2/bin/rt --create --status=new --subject='test
subject' --queue='Network' --priority=3  --noedit --comment --source - --key
words=+Location/DFW

Of course, the following adds the location properly:
    /local/rt2/bin/rt --id=2700 --keywords=+Location/DFW

Broken, not meant to do this (contrary to rt --help), or forgot to be added?
:)

It would be very helpful to be able to create a ticket in this manner, using
a single command line...

thanks!
bill





From jesse at bestpractical.com  Tue Dec 18 21:36:19 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 18 Dec 2001 21:36:19 -0500
Subject: [rt-users] CLI 2.0.9 --create with --keywords broken?
In-Reply-To: <057c01c18831$3f18f5e0$3c8c30d0@phx.axient.com>; from bill@limelightnetworks.COM on Tue, Dec 18, 2001 at 07:02:43PM -0700
References: <057c01c18831$3f18f5e0$3c8c30d0@phx.axient.com>
Message-ID: <20011218213619.G10604@pallas.fsck.com>

Create with keywords and search by keywords aren't currently available in the CLI. 
Patches or consulting dollars to get this fixed are greatly appreciated.


On Tue, Dec 18, 2001 at 07:02:43PM -0700, Bill Petrisko wrote:
> CLI 2.0.9, --create does not seem to work with --keywords.  Keywords are
> ignored on ticket creation (not added.)
> 
> I have tried both:
>    echo "body" | /local/rt2/bin/rt --create --status=new --subject='test
> subject' --queue='Network' --priority=3  --noedit --comment --source - --key
> words=Location/DFW
> 
> and:
>    echo "body" | /local/rt2/bin/rt --create --status=new --subject='test
> subject' --queue='Network' --priority=3  --noedit --comment --source - --key
> words=+Location/DFW
> 
> Of course, the following adds the location properly:
>     /local/rt2/bin/rt --id=2700 --keywords=+Location/DFW
> 
> Broken, not meant to do this (contrary to rt --help), or forgot to be added?
> :)
> 
> It would be very helpful to be able to create a ticket in this manner, using
> a single command line...
> 
> thanks!
> bill
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From yairv at verisity.com  Tue Dec 18 04:37:25 2001
From: yairv at verisity.com (yairv)
Date: Tue, 18 Dec 2001 11:37:25 +0200
Subject: [rt-users] on resolve ticket how can i include history to requestor
Message-ID: <3C1F0E55.2040407@verisity.com>

Hi

First i want to thank you for your help .

I'm using rt -2 and when a ticket resolved or there is an auto replay 
its send the subject and a notification to requestor
Can you tell me please there is a way to replay with the ticket history 
throu the mail without to send the
ticket url --> <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

I try to put  {$Transaction->Content()} but it wont send him the ticket 
history


Thnk's Yair




From yairv at verisity.com  Tue Dec 18 04:41:42 2001
From: yairv at verisity.com (yairv at verisity.com)
Date: Tue, 18 Dec 2001 04:41:42 -0500 (EST)
Subject: [rt-users] how can i include ticket history on resolve and create ticket
Message-ID: <1008668502.3c1f0f569e9fd@lyon>

Hi

First i want to thank you for your help .

I'm using rt -2 and when a ticket resolved or there is an auto replay its send
the subject and a notification to requestor
Can you tell me please there is a way to replay with the ticket history throu
the mail without to send the
ticket url --> <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

I try to put  {$Transaction->Content()} but it wont send him the ticket history


Thnk's Yair



From dcharb at xceligent.com  Tue Dec 18 09:33:37 2001
From: dcharb at xceligent.com (Daniel J. Charboneau)
Date: Tue, 18 Dec 2001 08:33:37 -0600
Subject: [rt-users] Touble Installing.
Message-ID: <E0CAE55EFDF85641A4C56673337C4D98084B3D@XPMAIL01.xceligent.org>

Every time i try to install RT on FREEBSD 4.3 running perl 5.61 i get
the following error.  I have all the dependencies taken care of... Can
anyone help me out on what i am missing.  

Enter the mysql password for rt_user:
Creating database schema.
DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
'rt_user at localhost' (Using password: YES) at tools/initdb line 144
Access denied for user: 'rt_user at localhost' (Using password: YES) at
tools/initdb line 144, <STDIN> line 1.
*** Error code 255

Thanks alot,

Dan Charboneau

	

From gboug at unico.com.au  Tue Dec 18 23:54:26 2001
From: gboug at unico.com.au (Greg Boug)
Date: Wed, 19 Dec 2001 15:54:26 +1100
Subject: [rt-users] Touble Installing.
In-Reply-To: <E0CAE55EFDF85641A4C56673337C4D98084B3D@XPMAIL01.xceligent.org>
Message-ID: <002c01c18849$3c365b70$6564a8c0@akari>

Did you put the rt_user account password in the config.pm file?
Also, did you make sure that there _is_ an rt_user account on
mysql, and that it has been given access to the rt2 database?

Greg

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Daniel J. Charboneau
> Sent: Wednesday, December 19, 2001 1:34 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Touble Installing.
>
>
> Every time i try to install RT on FREEBSD 4.3 running perl 5.61 i get
> the following error.  I have all the dependencies taken care of... Can
> anyone help me out on what i am missing.
>
> Enter the mysql password for rt_user:
> Creating database schema.
> DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
> 'rt_user at localhost' (Using password: YES) at tools/initdb line 144
> Access denied for user: 'rt_user at localhost' (Using password: YES) at
> tools/initdb line 144, <STDIN> line 1.
> *** Error code 255
>
> Thanks alot,
>
> Dan Charboneau
>
>
>                   z&j)b	b?  
 l 
 (m +- rO??oj)fj b??
>




From jesse at bestpractical.com  Wed Dec 19 00:04:09 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 Dec 2001 00:04:09 -0500
Subject: [rt-users] Touble Installing.
In-Reply-To: <002c01c18849$3c365b70$6564a8c0@akari>; from gboug@unico.com.au on Wed, Dec 19, 2001 at 03:54:26PM +1100
References: <E0CAE55EFDF85641A4C56673337C4D98084B3D@XPMAIL01.xceligent.org> <002c01c18849$3c365b70$6564a8c0@akari>
Message-ID: <20011219000409.O10604@pallas.fsck.com>

I suspect it's the simpler "Typoed the password for rt_user" password. 

make dropdb

# and then

make install

Be careful to type your password for rt_user _exactly_ as you have it in the makefile.

	Jesse


On Wed, Dec 19, 2001 at 03:54:26PM +1100, Greg Boug wrote:
> Did you put the rt_user account password in the config.pm file?
> Also, did you make sure that there _is_ an rt_user account on
> mysql, and that it has been given access to the rt2 database?
> 
> Greg
> 
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Daniel J. Charboneau
> > Sent: Wednesday, December 19, 2001 1:34 AM
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] Touble Installing.
> >
> >
> > Every time i try to install RT on FREEBSD 4.3 running perl 5.61 i get
> > the following error.  I have all the dependencies taken care of... Can
> > anyone help me out on what i am missing.
> >
> > Enter the mysql password for rt_user:
> > Creating database schema.
> > DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
> > 'rt_user at localhost' (Using password: YES) at tools/initdb line 144
> > Access denied for user: 'rt_user at localhost' (Using password: YES) at
> > tools/initdb line 144, <STDIN> line 1.
> > *** Error code 255
> >
> > Thanks alot,
> >
> > Dan Charboneau
> >
> >
> >                   z&j)b	b?   l  (m +- rO??oj)fj b??
> >
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From bill at limelightnetworks.COM  Tue Dec 18 23:58:08 2001
From: bill at limelightnetworks.COM (Bill Petrisko)
Date: Tue, 18 Dec 2001 21:58:08 -0700
Subject: [rt-users] Touble Installing.
References: <E0CAE55EFDF85641A4C56673337C4D98084B3D@XPMAIL01.xceligent.org>
Message-ID: <041701c18849$d14ba3f0$d9d3b118@wjp.net>

Looks like you have the wrong password set for the database user
'rt_user', or another problem preventing access to the database.

bill

----- Original Message -----
From: "Daniel J. Charboneau" <dcharb at xceligent.com>
To: <rt-users at lists.fsck.com>
Sent: Tuesday, December 18, 2001 7:33 AM
Subject: [rt-users] Touble Installing.


> Every time i try to install RT on FREEBSD 4.3 running perl 5.61 i
get
> the following error.  I have all the dependencies taken care of...
Can
> anyone help me out on what i am missing.
>
> Enter the mysql password for rt_user:
> Creating database schema.
> DBI->connect(dbname=rt2;host=localhost) failed: Access denied for
user:
> 'rt_user at localhost' (Using password: YES) at tools/initdb line 144
> Access denied for user: 'rt_user at localhost' (Using password: YES) at
> tools/initdb line 144, <STDIN> line 1.
> *** Error code 255
>
> Thanks alot,
>
> Dan Charboneau
>
>
> zjr~r




From proftp_cj at kdd.de  Wed Dec 19 05:44:04 2001
From: proftp_cj at kdd.de (Christian)
Date: Wed, 19 Dec 2001 11:44:04 +0100
Subject: [rt-users] Templates (for different Queue) in RT 2 & main
  View / show not assigned owner
In-Reply-To: <5.1.0.14.2.20011212085556.00a83570@mail.kddnet.de>
References: <9B70F6DB734EC041AE5316005C6188B204992D@LIILMTST04.mailtask .com>
Message-ID: <5.1.0.14.2.20011219113343.02b05ca0@mail.kddnet.de>

Hello,

Sorry that I post again ;-( ,
But unformtunately I got no reaction of my questions.

Could somebody give me a short information, please ... -> a "is NOT 
Possible" is enought, if there is no solution.

any idea?

Many thanks!
Christian Janssen

###################################
At 10:08 12.12.2001 +0100, Christian wrote:
>Hello
>
>1) RT Template (as in 1.0x)
>
>How could I create start Templates (for different Queue) in RT 2 during 
>create new ticket in content/"Describe the issue below" field?
>
>e.g.
>--
>General Info / Contact Info
>---------------------------
>NET Code: ----
>...
>
>Problem Description:
>--------------------
>...
>
>Affected:
>---------
>...
>
>Actions:
>--------
>...
>--
>
>
>2) Could I include an update template (reply) above the old text, 
>something like this:
>
>UPDATE:
>-------------
>
>  ....-- for new information --
>
>######################
> >General Info / Contact Info
> >---------------------------
> > ... old ...
> > ... old ...
>
>
>Sorry I checked the docu/RTMF but unfortunately I found nothing (imho the 
>docu for 1.0x is more detailed).
>
>By the way we use now 1.0x about 1 year and want to switch over in  RT2.
>Really -- Great Software -- thank you very much !!!!
>
>Christian
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users

###################################
At 10:14 12.12.2001 +0100, Christian wrote:
>Hello
>
>1) in view of Start page / main page:
>
>Is there a possibility to show also e.g.
>
>III) 25 highest priority tickets nobody own...  [but in groups assigned to 
>user]
>
>additional to
>I) 25 highest priority tickets I own...
>II) 25 highest priority tickets I requested...
>
>
>thx and greetings
>Christian
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users




From ray at bbe.k12.mn.us  Wed Dec 19 09:16:31 2001
From: ray at bbe.k12.mn.us (Raymond Norton)
Date: Wed, 19 Dec 2001 08:16:31 -0600
Subject: [rt-users] Can't seem to get right ver of DBD
Message-ID: <002801c18897$c43659a0$0238dccc@hutchtel.net>

I have tried many times to finish installing my last dependency for 2.9,
DBD. I have used cpan, but it always fails. I finally went to
http://www.helgrim.com/perlmodules/ and was able to install  the version,
1.2216, but testdeps is saying DBD:mysql 2.0416 not installed. Any ideas
what to do about this?

R




From ray at bbe.k12.mn.us  Wed Dec 19 09:32:37 2001
From: ray at bbe.k12.mn.us (Raymond Norton)
Date: Wed, 19 Dec 2001 08:32:37 -0600
Subject: [rt-users] Can't seem to get right ver of DBD
References: <002801c18897$c43659a0$0238dccc@hutchtel.net> <3C20A515.20500@sportina.si>
Message-ID: <004801c1889a$01b959b0$0238dccc@hutchtel.net>

Yes, I should have been more specific. I was told to install this to resolve
the DBD problem. I believe it installed correctly, at least I didn't see any
errors. How can I check?


----- Original Message -----
From: "Alesh Mustar" <alesh at sportina.si>
To: "Raymond Norton" <ray at bbe.k12.mn.us>
Sent: Wednesday, December 19, 2001 8:32 AM
Subject: Re: [rt-users] Can't seem to get right ver of DBD


> Did you install     * Mysql: Msql-Mysql-modules-1.2216.tar.gz from
> Helgrim's site?
>
> A.
>
>
>
> Raymond Norton wrote:
>
> > I have tried many times to finish installing my last dependency for 2.9,
> > DBD. I have used cpan, but it always fails. I finally went to
> > http://www.helgrim.com/perlmodules/ and was able to install  the
version,
> > 1.2216, but testdeps is saying DBD:mysql 2.0416 not installed. Any ideas
> > what to do about this?
> >
> > R
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> >
>
>
>




From ramsbeck at consors.de  Wed Dec 19 10:07:23 2001
From: ramsbeck at consors.de (Florian Ramsbeck)
Date: Wed, 19 Dec 2001 16:07:23 +0100
Subject: [rt-users] Can't seem to get right ver of DBD
References: <002801c18897$c43659a0$0238dccc@hutchtel.net> <3C20A515.20500@sportina.si> <004801c1889a$01b959b0$0238dccc@hutchtel.net>
Message-ID: <012d01c1889e$ddadcdd0$8f331eac@dedh0096>

try this, it helped me a lot :-)
http://perl.com/CPAN-local/modules/01modules.index.html


----- Original Message -----
From: "Raymond Norton" <ray at bbe.k12.mn.us>
To: "Alesh Mustar" <alesh at sportina.si>
Cc: <rt-users at lists.fsck.com>
Sent: Wednesday, December 19, 2001 3:32 PM
Subject: Re: [rt-users] Can't seem to get right ver of DBD


> Yes, I should have been more specific. I was told to install this to
resolve
> the DBD problem. I believe it installed correctly, at least I didn't see
any
> errors. How can I check?
>
>
> ----- Original Message -----
> From: "Alesh Mustar" <alesh at sportina.si>
> To: "Raymond Norton" <ray at bbe.k12.mn.us>
> Sent: Wednesday, December 19, 2001 8:32 AM
> Subject: Re: [rt-users] Can't seem to get right ver of DBD
>
>
> > Did you install     * Mysql: Msql-Mysql-modules-1.2216.tar.gz from
> > Helgrim's site?
> >
> > A.
> >
> >
> >
> > Raymond Norton wrote:
> >
> > > I have tried many times to finish installing my last dependency for
2.9,
> > > DBD. I have used cpan, but it always fails. I finally went to
> > > http://www.helgrim.com/perlmodules/ and was able to install  the
> version,
> > > 1.2216, but testdeps is saying DBD:mysql 2.0416 not installed. Any
ideas
> > > what to do about this?
> > >
> > > R
> > >
> > >
> > > _______________________________________________
> > > 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 bl at incyte.com  Wed Dec 19 10:35:23 2001
From: bl at incyte.com (Brett G. Lemoine)
Date: Wed, 19 Dec 2001 07:35:23 -0800
Subject: [rt-users] Global watchers? 
In-Reply-To: Your message of "Tue, 18 Dec 2001 20:53:59 EST."
             <20011218205359.E10604@pallas.fsck.com> 
Message-ID: <200112191535.HAA02719@blah.incyte.com>

In the Installation Guide under the heading 'Set up queue watchers':

	"RT lets you set up Cc and Administrative Cc watchers globally and
	 for each queue."

> Where do the docs state that? That's never been possible. The docs should be 
> corrected.
> 
> On Tue, Dec 18, 2001 at 04:52:16PM -0800, Brett G. Lemoine wrote:
> > 
> > The documentation states that you can setup _Global_ watchers, but I
> > can't find a way to do that either via the web or cli.  Should I
> > conclude that the text is out of date?

bl
-- 
//====== Brett G. Lemoine -=- <bl at incyte.com> ===============================\\
|| Info. Systems Architect |    Sattinger's Law                              ||
||Core Unix System Services|        It works better if you plug it in.       ||
||     Incyte Genomics     |                                                 ||
||Palo Alto, CA / Plano, TX|                                                 ||
|+-------------------------+-------------------------------------------------+|
\\== PGP Key Fingerprint: 68 A1 2A 2D 82 CE E9 70  5B 80 D1 11 EC F3 FB 85 ==//




From toni.willberg at atbusiness.com  Wed Dec 19 10:36:33 2001
From: toni.willberg at atbusiness.com (Toni Willberg)
Date: Wed, 19 Dec 2001 17:36:33 +0200
Subject: [rt-users] Removing "Sender: apache@domain" from mail header?
Message-ID: <POEOLGLBBAFGKMDJKDLFAECACAAA.toni.willberg@atbusiness.com>

Hi.

Here's an example of header of corresponded mail from RT. Domains and server
names changed.

"Problem" is that I can't find a way to remove header line "Sender: Apache
<apache at server>"
Reason I want to remove it, that it causes Outlook 2000 to show quite
confusing line as From: -field:

	"From: Apache [apache at server] on behalf of Support via RT
[rt-support-test at domain]"

I'm using Sendmail (from RedHat) as mailer.

I don't know if this is a Apache, Sendmail or RT issue, but I'd like to get
this changed. :)

- Toni

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

Return-Path: <apache at server>
Received: from [x.x.x.x] (HELO domain)
  by mailserver
  with ESMTP id 1244578 for toni.willberg at domain; Wed, 19 Dec 2001 17:23:56
+0200
Received: (from apache at localhost)
	by server (8.11.6/8.11.6) id fBJFOw618132;
	Wed, 19 Dec 2001 17:24:58 +0200
Date: Wed, 19 Dec 2001 17:24:58 +0200
Message-Id: <rt-24-117.17.7688088923204 at ID>
From: Support via RT <rt-support-test at domain>
RT-Ticket: ID #24
X-Mailer: Perl5 Mail::Internet v1.42
Reply-To: rt-support-test at domain
RT-Originator: systems at domain
X-RT-Loop-Prevention: ID
Content-Disposition: inline
Content-Type: text/plain
Subject: [ID #24] q1
In-Reply-To: <rt-24 at ID>
Managed-BY: Request Tracker 2.0.9 (http://www.fsck.com/projects/rt/)
Precedence: bulk
MIME-Version: 1.0
Content-Transfer-Encoding: binary
To: toni.willberg at domain
Sender: Apache <apache at server>

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




From khera at kcilink.com  Wed Dec 19 11:16:13 2001
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 19 Dec 2001 11:16:13 -0500
Subject: [rt-users] Removing "Sender: apache@domain" from mail header?
In-Reply-To: <POEOLGLBBAFGKMDJKDLFAECACAAA.toni.willberg@atbusiness.com>
References: <POEOLGLBBAFGKMDJKDLFAECACAAA.toni.willberg@atbusiness.com>
Message-ID: <15392.48461.121974.467068@onceler.kciLink.com>

>>>>> "TW" == Toni Willberg <toni.willberg at atbusiness.com> writes:

TW> I don't know if this is a Apache, Sendmail or RT issue, but I'd like to get
TW> this changed. :)

None of the above.  It is an Outlook issue.  Try getting *that* fixed ;-)

This causes no end of problems with mailing lists and confused
Lookout users.



From ccoy at ssww.com  Wed Dec 19 14:21:14 2001
From: ccoy at ssww.com (Carrie Coy)
Date: Wed, 19 Dec 2001 14:21:14 -0500
Subject: [rt-users] OnPage
Message-ID: <3C20E8AA.2C823836@ssww.com>

I'm trying to set up an OnPage condition that would be satisfied if the
Owner is set to "oncall".    Does the code below seem right?

sub IsApplicable {
    my $self = shift;

    if (($self->TransactionObj->Field eq 'Owner') and
    ($self->TransactionObj->NewValue =~ /oncall/ )) {
        return(1);
    }
    else {
        return(undef);
    }
}

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From ray at bbe.k12.mn.us  Wed Dec 19 14:25:14 2001
From: ray at bbe.k12.mn.us (Raymond Norton)
Date: Wed, 19 Dec 2001 13:25:14 -0600
Subject: [rt-users] make test had returned bad status
Message-ID: <00f101c188c2$e263d170$0238dccc@hutchtel.net>

I am down to my last dependency (DBD) for 2.9 . This is what I get when
using cpan to install mysql-mysql-modules-1.2219.



t/akmisc.t  Total = 351 Fail = 1 Failed = 0.28% List of failed = 44
t/mysql.t    Total = 68  Fail = 1 Failed = 1.47% List of failed = 23


I don't know what to do about this. Can anyone offer advice?

R.




From jesse at bestpractical.com  Wed Dec 19 15:23:06 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 Dec 2001 15:23:06 -0500
Subject: [rt-users] OnPage
In-Reply-To: <3C20E8AA.2C823836@ssww.com>; from ccoy@ssww.com on Wed, Dec 19, 2001 at 02:21:14PM -0500
References: <3C20E8AA.2C823836@ssww.com>
Message-ID: <20011219152306.R10604@pallas.fsck.com>

Owner values are specified by UserId in the database.

you may want something more like this:


my $oncall = new RT::User($RT::SystemUser);
$oncall->Load('oncall');

if (($self->TransactionObj->Field eq 'Owner') and
     ($self->TransactionObj->NewValue == $oncall->Id)) {


On Wed, Dec 19, 2001 at 02:21:14PM -0500, Carrie Coy wrote:
> I'm trying to set up an OnPage condition that would be satisfied if the
> Owner is set to "oncall".    Does the code below seem right?
> 
> sub IsApplicable {
>     my $self = shift;
> 
>     if (($self->TransactionObj->Field eq 'Owner') and
>     ($self->TransactionObj->NewValue =~ /oncall/ )) {
>         return(1);
>     }
>     else {
>         return(undef);
>     }
> }
> 



-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From ray at bbe.k12.mn.us  Wed Dec 19 20:54:32 2001
From: ray at bbe.k12.mn.us (Raymond Norton)
Date: Wed, 19 Dec 2001 19:54:32 -0600
Subject: [rt-users] Can't seem to get right ver of DBD
References: <002801c18897$c43659a0$0238dccc@hutchtel.net><20011220020637.4485b1dc.feargal@thecia.ie><20011219210937.U10604@pallas.fsck.com> <20011220023332.3e201c15.feargal@thecia.ie>
Message-ID: <003f01c188f9$4571ba80$a344a43f@xtratyme.com>

Can I do a typescript and make it available? There was one area I was
not sure about. It asked me what drivers to install. #1 was MySQL only, I
can't remember what 2 and 3 were, but I do know the default selection was 3.
When I selected it I was asked where the include file in the directory
Hughes was, or
something like that. I accepted the default, but it errors out, saying the
directory did not exist. I then restarted fixdeps, and selected MySQL driver
only. That allowed me to run it all the way through with errors at the end.
I made
another post today showing the errors I got.

Here is the info from my last post

 I am down to my last dependency (DBD) for 2.9 . This is what I get when
using cpan to install mysql-mysql-modules-1.2219.


 t/akmisc.t  Total = 351 Fail = 1 Failed = 0.28% List of failed = 44
t/mysql.t    Total = 68  Fail = 1 Failed = 1.47% List of failed = 23

Thanks for your help

R



----- Original Message -----
From: "Feargal Reilly" <feargal at thecia.ie>
To: <ray at bbe.k12.mn.us>
Cc: "Jesse Vincent" <jesse at bestpractical.com>
Sent: Wednesday, December 19, 2001 8:33 PM
Subject: Re: [rt-users] Can't seem to get right ver of DBD







From jesse at bestpractical.com  Wed Dec 19 23:10:45 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 Dec 2001 23:10:45 -0500
Subject: [rt-users] Can't seem to get right ver of DBD
In-Reply-To: <003f01c188f9$4571ba80$a344a43f@xtratyme.com>; from ray@bbe.k12.mn.us on Wed, Dec 19, 2001 at 07:54:32PM -0600
References: <002801c18897$c43659a0$0238dccc@hutchtel.net><20011220020637.4485b1dc.feargal@thecia.ie><20011219210937.U10604@pallas.fsck.com> <20011220023332.3e201c15.feargal@thecia.ie> <003f01c188f9$4571ba80$a344a43f@xtratyme.com>
Message-ID: <20011219231045.X10604@pallas.fsck.com>

So, you told it to install drivers for both mysql and another program, mSQL.
Why don't you give it another shot, telling it to only install a driver for
mysql.


On Wed, Dec 19, 2001 at 07:54:32PM -0600, Raymond Norton wrote:
> Can I do a typescript and make it available? There was one area I was
> not sure about. It asked me what drivers to install. #1 was MySQL only, I
> can't remember what 2 and 3 were, but I do know the default selection was 3.
> When I selected it I was asked where the include file in the directory
> Hughes was, or
> something like that. I accepted the default, but it errors out, saying the
> directory did not exist. I then restarted fixdeps, and selected MySQL driver
> only. That allowed me to run it all the way through with errors at the end.
> I made
> another post today showing the errors I got.
> 
> Here is the info from my last post
> 
>  I am down to my last dependency (DBD) for 2.9 . This is what I get when
> using cpan to install mysql-mysql-modules-1.2219.
> 
> 
>  t/akmisc.t  Total = 351 Fail = 1 Failed = 0.28% List of failed = 44
> t/mysql.t    Total = 68  Fail = 1 Failed = 1.47% List of failed = 23
> 
> Thanks for your help
> 
> R
> 
> 
> 
> ----- Original Message -----
> From: "Feargal Reilly" <feargal at thecia.ie>
> To: <ray at bbe.k12.mn.us>
> Cc: "Jesse Vincent" <jesse at bestpractical.com>
> Sent: Wednesday, December 19, 2001 8:33 PM
> Subject: Re: [rt-users] Can't seem to get right ver of DBD
> 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From toni.willberg at atbusiness.com  Thu Dec 20 01:50:41 2001
From: toni.willberg at atbusiness.com (Toni Willberg)
Date: Thu, 20 Dec 2001 08:50:41 +0200
Subject: [rt-users] Removing "Sender: apache@domain" from mail header?
In-Reply-To: <15392.48461.121974.467068@onceler.kciLink.com>
Message-ID: <POEOLGLBBAFGKMDJKDLFGECACAAA.toni.willberg@atbusiness.com>

Well, if anyone knows where that "Sender: ..." -line comes from, and how to
remove it, let me know.

It could be usefull to be able to configure headers somehow other than
changing the code...

- Toni


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Vivek Khera
> Sent: 19. joulukuuta 2001 18:16
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Removing "Sender: apache at domain" from mail
> header?
>
>
> >>>>> "TW" == Toni Willberg <toni.willberg at atbusiness.com> writes:
>
> TW> I don't know if this is a Apache, Sendmail or RT issue, but
> I'd like to get
> TW> this changed. :)
>
> None of the above.  It is an Outlook issue.  Try getting *that* fixed ;-)
>
> This causes no end of problems with mailing lists and confused
> Lookout users.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From dphull at ku.edu  Thu Dec 20 09:13:43 2001
From: dphull at ku.edu (dphull at ku.edu)
Date: Thu, 20 Dec 2001 08:13:43 -0600 (CST)
Subject: [rt-users] Can't seem to get right ver of DBD
In-Reply-To: <003f01c188f9$4571ba80$a344a43f@xtratyme.com>
Message-ID: <Pine.LNX.4.33.0112200811460.4090-100000@insipid.cc.ukans.edu>

On Wed, 19 Dec 2001, Raymond Norton wrote:

> Here is the info from my last post
>
>  I am down to my last dependency (DBD) for 2.9 . This is what I get when
> using cpan to install mysql-mysql-modules-1.2219.
>
>  t/akmisc.t  Total = 351 Fail = 1 Failed = 0.28% List of failed = 44
> t/mysql.t    Total = 68  Fail = 1 Failed = 1.47% List of failed = 23

Are you just trying to fulfill the DBD requiremen from testdeps? If so,
why don't you just download the tar.gz file from cpan.org instead of
actually using cpan? Once you have the file downloaded unzip and untar it,
cd to the newly created directory and do the standard perl Makefile.PL;
make; make install.

Dave Hull
Senior Information Technology Analyst
The University of Kansas
voice: (785) 864-0403 || (785) 864-5621
fax: (785) 864-0485
http://insipid.cc.ukans.edu/dphull





From khera at kcilink.com  Thu Dec 20 11:21:50 2001
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 20 Dec 2001 11:21:50 -0500
Subject: [rt-users] Removing "Sender: apache@domain" from mail header?
In-Reply-To: <POEOLGLBBAFGKMDJKDLFGECACAAA.toni.willberg@atbusiness.com>
References: <15392.48461.121974.467068@onceler.kciLink.com>
	<POEOLGLBBAFGKMDJKDLFGECACAAA.toni.willberg@atbusiness.com>
Message-ID: <15394.4126.187275.557031@onceler.kciLink.com>

>>>>> "TW" == Toni Willberg <toni.willberg at atbusiness.com> writes:

TW> Well, if anyone knows where that "Sender: ..." -line comes from, and how to
TW> remove it, let me know.

It depends.  Some MTAs insert it for you, some don't.  Some overwrite
it for you if it exists and doesn't match the envelope address.
Basically you can't guarantee 100% that any solution you provide
locally will work globally, because of so much crapware out there
calling itself a mail server.

TW> It could be usefull to be able to configure headers somehow other than
TW> changing the code...

The only place I see "Sender" in RT is when it is scanning the header
for it.  It doesn't seem to insert it.



From darren at dazza.org  Thu Dec 20 11:37:41 2001
From: darren at dazza.org (Darren Nickerson)
Date: Thu, 20 Dec 2001 11:37:41 -0500
Subject: [rt-users] 2.0.9 bogs with >10K tickets
Message-ID: <20011220163746.5DCA45FA05@hewes.dazza.org>

Folks,

Poor MySQL is pegging CPU trying to update tickets these days. I'm not sure
when this began, but we just exceeded the 10,000 mark on tickets today, which
prompted me to spend a little time looking at the performance scaling.

Are there any knobs I can twiddle to improve MySQL's response time? I haven't
spent a lot of time digging into the schema . . . but would assume that a great
deal of thought had gone into this already.

Thanks!

-Darren





From steve at inet-technologies.com  Thu Dec 20 12:18:43 2001
From: steve at inet-technologies.com (Steve Poirier)
Date: Thu, 20 Dec 2001 12:18:43 -0500
Subject: [rt-users] 2.0.9 bogs with >10K tickets
References: <20011220163746.5DCA45FA05@hewes.dazza.org>
Message-ID: <000d01c1897a$6009e080$2b60c818@STEVE>

Hi Darren,

Check at archive there are some posts on indexes you can apply to your db
which greatly improves performance if you hardware is suitable for the
operations of your box. 10,000 tickets is relativaly small for a MySQL
database considering the schema of the archive.

> Poor MySQL is pegging CPU trying to update tickets these days. I'm not
sure
> when this began, but we just exceeded the 10,000 mark on tickets today,
which
> prompted me to spend a little time looking at the performance scaling.

Regards,
__
Steve

----- Original Message -----
From: "Darren Nickerson" <darren at dazza.org>
To: <rt-users at lists.fsck.com>
Sent: Thursday, December 20, 2001 11:37 AM
Subject: [rt-users] 2.0.9 bogs with >10K tickets


>
> Folks,
>
>
> Are there any knobs I can twiddle to improve MySQL's response time? I
haven't
> spent a lot of time digging into the schema . . . but would assume that a
great
> deal of thought had gone into this already.
>
> Thanks!
>
> -Darren
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From darren at dazza.org  Thu Dec 20 12:27:40 2001
From: darren at dazza.org (Darren Nickerson)
Date: Thu, 20 Dec 2001 12:27:40 -0500
Subject: [rt-users] 2.0.9 bogs with >10K tickets 
In-Reply-To: Message from "Steve Poirier" <steve@inet-technologies.com> 
   of "Thu, 20 Dec 2001 12:18:43 EST." <000d01c1897a$6009e080$2b60c818@STEVE> 
Message-ID: <20011220172745.9D7305FA07@hewes.dazza.org>

>>>>> On Thu, 20 Dec 2001, "Steve" == Steve Poirier wrote:

  Steve> Hi Darren,

  Steve> Check at archive there are some posts on indexes you can apply to your
  Steve> db which greatly improves performance if you hardware is suitable for
  Steve> the operations of your box. 10,000 tickets is relativaly small for a
  Steve> MySQL database considering the schema of the archive.

Thanks Steve, I DID check the archives before bothering the list and I thought
I only saw posts which referred to the 1.x release series of RT. I has assumed
that 2.0.9 would have included much of that.

I'll take a closer look.

-Darren





From chris at hostorlando.com  Thu Dec 20 12:55:59 2001
From: chris at hostorlando.com (Chris Scott)
Date: Thu, 20 Dec 2001 12:55:59 -0500
Subject: [rt-users] 2.0.9 bogs with >10K tickets 
In-Reply-To: <20011220172745.9D7305FA07@hewes.dazza.org>
Message-ID: <PLEFLJAKBFLDJNLHNEPHIEBDCFAA.chris@hostorlando.com>

Here's what I have from an old email to the list:


alter table Transactions ADD INDEX TicketIndex(Ticket);
alter table Transactions ADD INDEX EffectiveTicketIndex(EffectiveTicket);
alter table Transactions ADD INDEX CreatorIndex(Creator);
alter table Attachments ADD INDEX CreatorIndex(Creator);
alter table Attachments add index ParentIndex(Parent);
alter table Attachments ADD INDEX TransactionId(TransactionId);
alter table Tickets ADD INDEX EffectiveIdIndex(EffectiveId);
alter table Tickets ADD INDEX OwnerIndex(Owner);
alter table Tickets ADD INDEX CreatorIndex(Creator);


Hope this helps.
--
Chris Scott
Host Orlando, Inc.
http://www.hostorlando.com/
407-622-8955 


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Darren Nickerson
> Sent: Thursday, December 20, 2001 12:28 PM
> To: Steve Poirier
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] 2.0.9 bogs with >10K tickets 
> 
> 
> 
> >>>>> On Thu, 20 Dec 2001, "Steve" == Steve Poirier wrote:
> 
>   Steve> Hi Darren,
> 
>   Steve> Check at archive there are some posts on indexes you can 
> apply to your
>   Steve> db which greatly improves performance if you hardware is 
> suitable for
>   Steve> the operations of your box. 10,000 tickets is relativaly 
> small for a
>   Steve> MySQL database considering the schema of the archive.
> 
> Thanks Steve, I DID check the archives before bothering the list 
> and I thought
> I only saw posts which referred to the 1.x release series of RT. 
> I has assumed
> that 2.0.9 would have included much of that.
> 
> I'll take a closer look.
> 
> -Darren
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> 



From jesse at bestpractical.com  Thu Dec 20 13:34:53 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 20 Dec 2001 13:34:53 -0500
Subject: [rt-users] 2.0.9 bogs with >10K tickets
In-Reply-To: <20011220172745.9D7305FA07@hewes.dazza.org>; from darren@dazza.org on Thu, Dec 20, 2001 at 12:27:40PM -0500
References: <steve@inet-technologies.com> <20011220172745.9D7305FA07@hewes.dazza.org>
Message-ID: <20011220133453.Z10604@pallas.fsck.com>

If you installed 2.0.9, from scratch, it should be up to date on indices.
If you upgraded from an earlier rev, the upgrade process didn't touch your database.
(We don't have the infratstructure to do database frobbing during an update).
How much ram is being used on the database server?


On Thu, Dec 20, 2001 at 12:27:40PM -0500, Darren Nickerson wrote:
> 
> >>>>> On Thu, 20 Dec 2001, "Steve" == Steve Poirier wrote:
> 
>   Steve> Hi Darren,
> 
>   Steve> Check at archive there are some posts on indexes you can apply to your
>   Steve> db which greatly improves performance if you hardware is suitable for
>   Steve> the operations of your box. 10,000 tickets is relativaly small for a
>   Steve> MySQL database considering the schema of the archive.
> 
> Thanks Steve, I DID check the archives before bothering the list and I thought
> I only saw posts which referred to the 1.x release series of RT. I has assumed
> that 2.0.9 would have included much of that.
> 
> I'll take a closer look.
> 
> -Darren
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From darren at dazza.org  Thu Dec 20 13:42:39 2001
From: darren at dazza.org (Darren Nickerson)
Date: Thu, 20 Dec 2001 13:42:39 -0500
Subject: [rt-users] 2.0.9 bogs with >10K tickets 
In-Reply-To: Message from Jesse Vincent <jesse@bestpractical.com> 
   of "Thu, 20 Dec 2001 13:34:53 EST." <20011220133453.Z10604@pallas.fsck.com> 
Message-ID: <20011220184244.03DF85FA05@hewes.dazza.org>

>>>>> On Thu, 20 Dec 2001, "Jesse" == Jesse Vincent wrote:

  Jesse> If you installed 2.0.9, from scratch, it should be up to date on
  Jesse> indices.  If you upgraded from an earlier rev, the upgrade process
  Jesse> didn't touch your database.  (We don't have the infratstructure to do
  Jesse> database frobbing during an update).

I updated from 2.0.0 recently. Just now, I did:

	diff -u rt-2-0-0/etc/schema.mysql rt-2-0-9/etc/schema.mysql

and that's got me quaking in my boots. LOTS! of changes to the schema besides
indices, for example:

	-  Content LONGBLOB NULL  ,
	-  Headers LONGBLOB NULL  ,
	+  Content LONGTEXT NULL  ,
	+  Headers LONGTEXT NULL  ,

Ew.

  Jesse> How much ram is being used on the database server?

[darren at hewes RT]$ free
             total       used       free     shared    buffers     cached
Mem:        770172     761096       9076       9872      43412     264428
-/+ buffers/cache:     453256     316916
Swap:       123880     123864         16

How do you recommend I proceed?

Thanks!

-Darren




From jesse at bestpractical.com  Thu Dec 20 13:48:28 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 20 Dec 2001 13:48:28 -0500
Subject: [rt-users] 2.0.9 bogs with >10K tickets
In-Reply-To: <20011220184244.03DF85FA05@hewes.dazza.org>; from darren@dazza.org on Thu, Dec 20, 2001 at 01:42:39PM -0500
References: <jesse@bestpractical.com> <20011220184244.03DF85FA05@hewes.dazza.org>
Message-ID: <20011220134828.A10604@pallas.fsck.com>



On Thu, Dec 20, 2001 at 01:42:39PM -0500, Darren Nickerson wrote:
> 
> >>>>> On Thu, 20 Dec 2001, "Jesse" == Jesse Vincent wrote:
> 
>   Jesse> If you installed 2.0.9, from scratch, it should be up to date on
>   Jesse> indices.  If you upgraded from an earlier rev, the upgrade process
>   Jesse> didn't touch your database.  (We don't have the infratstructure to do
>   Jesse> database frobbing during an update).
> 
> I updated from 2.0.0 recently. Just now, I did:
> 
> 	diff -u rt-2-0-0/etc/schema.mysql rt-2-0-9/etc/schema.mysql
> 
> and that's got me quaking in my boots. LOTS! of changes to the schema besides
> indices, for example:
> 
> 	-  Content LONGBLOB NULL  ,
> 	-  Headers LONGBLOB NULL  ,
> 	+  Content LONGTEXT NULL  ,
> 	+  Headers LONGTEXT NULL  ,
> 

The changes from LONGBLOB to LONGTEXT, iirc, get us case-insensitive searching.
There aren't, to my knowledge, any incompatible changes. You can add all the indices
by hand if you want or you can do a full database dump, install the new schema and indices
and then restore the content from the dump. 

It's probbly also worth looking at your system config.  As I read that, you've got 768M of ram
and 128M of swap, which is full.....Is mysql eating all that ram?

> 
>   Jesse> How much ram is being used on the database server?
> 
> [darren at hewes RT]$ free
>              total       used       free     shared    buffers     cached
> Mem:        770172     761096       9076       9872      43412     264428
> -/+ buffers/cache:     453256     316916
> Swap:       123880     123864         16
> 
> How do you recommend I proceed?
> 
> Thanks!
> 
> -Darren
> 
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From peter at popovich.net  Thu Dec 20 14:23:09 2001
From: peter at popovich.net (Peter E. Popovich)
Date: Thu, 20 Dec 2001 11:23:09 -0800
Subject: [rt-users] Touble Installing.
References: <E0CAE55EFDF85641A4C56673337C4D98084B3D@XPMAIL01.xceligent.org>
Message-ID: <00bd01c1898b$c262d140$3900a8c0@POPOVICH>

I had errors like this.

For me, using postgres on a local machine, removing 'localhost' from the
makefile did wonders.

----- Original Message -----
From: "Daniel J. Charboneau" <dcharb at xceligent.com>
To: <rt-users at lists.fsck.com>
Sent: Tuesday, December 18, 2001 6:33 AM
Subject: [rt-users] Touble Installing.


> Every time i try to install RT on FREEBSD 4.3 running perl 5.61 i get
> the following error.  I have all the dependencies taken care of... Can
> anyone help me out on what i am missing.
>
> Enter the mysql password for rt_user:
> Creating database schema.
> DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
> 'rt_user at localhost' (Using password: YES) at tools/initdb line 144
> Access denied for user: 'rt_user at localhost' (Using password: YES) at
> tools/initdb line 144, <STDIN> line 1.
> *** Error code 255
>
> Thanks alot,
>
> Dan Charboneau
>
>
>                   z&j)b b?  
 l 
 (m +- rO??oj)fj b??
>




From darren at dazza.org  Thu Dec 20 14:58:15 2001
From: darren at dazza.org (Darren Nickerson)
Date: Thu, 20 Dec 2001 14:58:15 -0500
Subject: [rt-users] 2.0.9 bogs with >10K tickets 
In-Reply-To: Message from Jesse Vincent <jesse@bestpractical.com> 
   of "Thu, 20 Dec 2001 13:48:28 EST." <20011220134828.A10604@pallas.fsck.com> 
Message-ID: <20011220195820.5B2695FA07@hewes.dazza.org>

>>>>> On Thu, 20 Dec 2001, "Jesse" == Jesse Vincent wrote:

  Jesse> The changes from LONGBLOB to LONGTEXT, iirc, get us case-insensitive
  Jesse> searching.  There aren't, to my knowledge, any incompatible
  Jesse> changes. You can add all the indices by hand if you want or you can
  Jesse> do a full database dump, install the new schema and indices and then
  Jesse> restore the content from the dump.

Well that wasn't a hard decision.

I dumped & dropped the database, recreated it using the 2.0.9 schema, and
re-imported. Man, was I sweating! ;-) It worked just fine though.

Things have definitely improved!! Thanks!

  Jesse> It's probbly also worth looking at your system config.  As I read
  Jesse> that, you've got 768M of ram and 128M of swap, which is full.....Is
  Jesse> mysql eating all that ram?

[root at hewes hylafax]# free
             total       used       free     shared    buffers     cached
Mem:        770172     762464       7708       8652      15340     362456
-/+ buffers/cache:     384668     385504
Swap:       123880     123068        812

It's misleading, I'll admit. Big-ass amount of stuff cached. The really important line is the -/+ buffers/cache line, which makes is clear I've got almost 400MB of RAM free.

-d





From mdisney at ecdev.fedex.com  Thu Dec 20 16:37:53 2001
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Thu, 20 Dec 2001 15:37:53 -0600
Subject: [rt-users] KeywordSelects in a queue Listing
Message-ID: <200112202137.fBKLbrg13888@nfsb.ecdev.fedex.com>

All,

Has anyone ever put a ShowKeywordSelects element or some such thing to
show a keyword selection in a queue listing (similar to Listing.html)?

Thanks,
Matt



From darren at dazza.org  Thu Dec 20 18:08:35 2001
From: darren at dazza.org (Darren Nickerson)
Date: Thu, 20 Dec 2001 18:08:35 -0500
Subject: [rt-users] 2.0.9 bogs with >10K tickets 
In-Reply-To: Message from Darren Nickerson <darren@dazza.org> 
   of "Thu, 20 Dec 2001 14:58:15 EST." <20011220195820.5B2695FA07@hewes.dazza.org> 
Message-ID: <20011220230840.D20205FA07@hewes.dazza.org>

>>>>> On Thu, 20 Dec 2001, "Darren" == Darren Nickerson wrote:


  Darren> Things have definitely improved!! Thanks!

Substring searches by requestor and bulk updates on the returned results
still aren't really feasible somehow though, wven with the new schema and
indices. MySQL's processlist shows:

| 16 | rt2  | localhost | rt2 | Query   | 326   | Copying to tmp table | 
SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1, Watchers W
atchers_3  LEFT JOIN Users  |

And man . . . . does it ever chug. 3+ minutes even. Normal?

-d





From jesse at bestpractical.com  Fri Dec 21 00:49:01 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 21 Dec 2001 00:49:01 -0500
Subject: [rt-users] 2.0.9 bogs with >10K tickets
In-Reply-To: <20011220230840.D20205FA07@hewes.dazza.org>; from darren@dazza.org on Thu, Dec 20, 2001 at 06:08:35PM -0500
References: <darren@dazza.org> <20011220230840.D20205FA07@hewes.dazza.org>
Message-ID: <20011221004901.E10604@pallas.fsck.com>

It's probably worth turning on full query logging and doing some query analysis to see what other 
indices would be helpful. I'd love to hear what you find.

	-j


On Thu, Dec 20, 2001 at 06:08:35PM -0500, Darren Nickerson wrote:
> 
> >>>>> On Thu, 20 Dec 2001, "Darren" == Darren Nickerson wrote:
> 
> 
>   Darren> Things have definitely improved!! Thanks!
> 
> Substring searches by requestor and bulk updates on the returned results
> still aren't really feasible somehow though, wven with the new schema and
> indices. MySQL's processlist shows:
> 
> | 16 | rt2  | localhost | rt2 | Query   | 326   | Copying to tmp table | 
> SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1, Watchers W
> atchers_3  LEFT JOIN Users  |
> 
> And man . . . . does it ever chug. 3+ minutes even. Normal?
> 
> -d
> 
> 
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From ray at lctn.k12.mn.us  Thu Dec 20 10:31:09 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Thu, 20 Dec 2001 09:31:09 -0600
Subject: [rt-users] access-denied for rt_user on make install
Message-ID: <008901c1896b$595679b0$0238dccc@hutchtel.net>

On make install this is what I get. I am sure there is a simple solution,
but I am new enough that I don't why this is occurring.
R

]0;root at support: /tmp/rt-2-0-9[root at support rt-2-0-9]# make install
mkdir -p //opt/rt2/bin
mkdir -p //opt/rt2/WebRT/data
mkdir -p //opt/rt2/WebRT/sessiondata
mkdir -p //opt/rt2/etc
mkdir -p //opt/rt2/lib
mkdir -p //opt/rt2/WebRT/html
mkdir -p //opt/rt2/local/WebRT/html
/usr/bin/perl tools/initdb 'mysql' '/usr' 'localhost' '' 'root' 'rt2' create
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
s'!!DB_HOST!!'"localhost"'g;\
s'!!DB_RT_PASS!!'"rt_pass"'g;\
s'!!DB_RT_HOST!!'"localhost"'g;\
s'!!DB_RT_USER!!'"rt_user"'g;\
s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
bin/initacls.mysql '/usr' 'localhost' '' 'root' 'xxxxxx' 'rt2'
'//opt/rt2/etc/acl.mysql'
Enter the mysql administrator's database password to create a new user for
RT
Enter the mysql administrator's database password to nondestructively reload
the database
/usr/bin/perl tools/initdb 'mysql' '/usr' 'localhost' '' 'rt_user' 'rt2'
insert
Now populating database schema.
Enter the mysql password for rt_user:
Creating database schema.
DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
'rt_user at localhost' (Using password: YES) at tools/initdb line 144
Access denied for user: 'rt_user at localhost' (Using password: YES) at
tools/initdb line 144, <STDIN> line 1.
make: *** [initdb.rtuser] Error 255




From mdisney at ecdev.fedex.com  Fri Dec 21 08:50:59 2001
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Fri, 21 Dec 2001 07:50:59 -0600
Subject: [rt-users] KeywordSelects in a queue Listing 
In-Reply-To: <20011221005003.F10604@pallas.fsck.com> 
References: <200112202137.fBKLbrg13888@nfsb.ecdev.fedex.com> <20011221005003.F10604@pallas.fsck.com>
Message-ID: <200112211350.fBLDowg13868@nfsb.ecdev.fedex.com>

Dumb me. I got it almost immediately after I sent out the email. I
was passing $Ticket->id to the ShowKeywordSelects element instead of
the entire $Ticket.

Thanks for chiming in, though.

Matt

Jesse Vincent writes:
>I know it's doable. I haven't done it in a looong time. if nobody else comes u
>p with
>anything, ping me.
>
>
>On Thu, Dec 20, 2001 at 03:37:53PM -0600, Matt Disney wrote:
>> All,
>> 
>> Has anyone ever put a ShowKeywordSelects element or some such thing to
>> show a keyword selection in a queue listing (similar to Listing.html)?
>> 
>> Thanks,
>> Matt
>> 
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>> 
>
>-- 
>http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
>



From Rich.West at wesmo.com  Fri Dec 21 12:46:10 2001
From: Rich.West at wesmo.com (Rich West)
Date: Fri, 21 Dec 2001 12:46:10 -0500
Subject: [rt-users] Re: DB problem?
References: <20011217223800.X10604@pallas.fsck.com> <3C1FF0C7.5090001@wesmo.com> <20011218212343.F10604@pallas.fsck.com> <3C200F28.3030107@wesmo.com> <20011218225518.I10604@pallas.fsck.com> <3C2017BD.3070005@wesmo.com> <20011218233722.N10604@pallas.fsck.com> <3C20B85D.6000100@wesmo.com> <20011219134137.Q10604@pallas.fsck.com> <3C2223A2.8070506@wesmo.com> <20011220132341.Y10604@pallas.fsck.com>
Message-ID: <3C237562.50506@wesmo.com>

Ok.. This looks to have been tracked down to a browser usage problem. 
 And, as per Jesse's request, I am sending in this summary to keep 
everyone up to date.

It seems that Netscape 6 (Mozilla based) and other Mozilla based 
browsers as well as IE 6 try to be a little smart in guessing the way 
that the end user is working with forms.  For example, if you are 
entering information into a form and you fill out the fields, it guesses 
that if you hit "Enter" or "Return", you really mean that you want to 
submit the form.

Netscape 4.x never behaved this way (not sure about IE).  You physically 
had to hit the "Submit" button with the mouse in order for the form to 
be submitted.

Well, as it works out, if you want to "Modify people related to ticket 
#blah", and you want to add email addresses as "New Watchers", you can 
tickle a bug (possibly in form within RT, but I am not sure).  If you 
select a "Type" under add new watchers and then enter in an email 
address followed by the "Enter" key, both Netscape 6 and IE 6 "submit" 
the form.

Apparently, the way the form is getting submitted, some variable is 
_not_ getting set, so the resulting page displayed is the original 
"Modify people" page as if you had not made any changes.

The proper way to make these changes is to _not_ hit the enter key, but 
move the mouse over to the "Save Changes" button and click on it.

I saw this problem on two separate RT installations (didn't check beyond 
that), one with RT 2.0.9 and the other with RT-2.0.10-test3.  Both 
behaved the same way.. both under Netscape 6.x and IE 6.  Both behaved 
properly when the Save Changes button was manually clicked as opposed to 
hitting the "Enter" key.

-Rich

-- 
Richard West                   $14.95 Registrations      mailto:rwest at wesmo.com
Wesmo Computer Services        .com .net .org .tv .cc    http://www.wesmo.com
Full Domain & Web Hosting      .BIZ .INFO & MORE!! 






From feargal at thecia.ie  Fri Dec 21 13:29:46 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Fri, 21 Dec 2001 18:29:46 +0000
Subject: [rt-users] Re: DB problem?
In-Reply-To: <3C237562.50506@wesmo.com>
References: <20011217223800.X10604@pallas.fsck.com>
	<3C1FF0C7.5090001@wesmo.com>
	<20011218212343.F10604@pallas.fsck.com>
	<3C200F28.3030107@wesmo.com>
	<20011218225518.I10604@pallas.fsck.com>
	<3C2017BD.3070005@wesmo.com>
	<20011218233722.N10604@pallas.fsck.com>
	<3C20B85D.6000100@wesmo.com>
	<20011219134137.Q10604@pallas.fsck.com>
	<3C2223A2.8070506@wesmo.com>
	<20011220132341.Y10604@pallas.fsck.com>
	<3C237562.50506@wesmo.com>
Message-ID: <20011221182946.61b16f1a.feargal@thecia.ie>

IIRC According to the W3C specs, 'Enter' is meant to submit a form alright, just not all browsers did so. Opera behaves this way also.
Tab is meant to be used to switch between fields.
The problem is, there's two Submit buttons in the form, one is the 'Go' for
searching for users, and one for 'Save Changes'.
When you hit Enter, it's using the 'Go' submit, not the 'Save Changes' button.

This becomes a UI design issue, as opposed to a bug.

The form could be seperated into two forms, but that may upset some people who like to set/delete watchers, and search for more all at the same time.

The 'Save Changes' could (maybe) be made the default action, but that may upset some people too. I know you can set the TabIndex on form elements to decide what field to move to when 'Tab' is hit, there may be a similar thing to set default submit buttons.

As an aside, the same thing will happen if you are using the 'search'.
If you hit enter, it'll default to the Refine button, not the 'Show results' button. But that suits me perfectly, because I can build up complex queries quicker, without having to use the mouse, or tab all the way down.

-Feargal.


On Fri, 21 Dec 2001 12:46:10 -0500
Rich West <Rich.West at wesmo.com> wrote:

> Ok.. This looks to have been tracked down to a browser usage problem. 
>  And, as per Jesse's request, I am sending in this summary to keep 
> everyone up to date.
> 
> It seems that Netscape 6 (Mozilla based) and other Mozilla based 
> browsers as well as IE 6 try to be a little smart in guessing the way 
> that the end user is working with forms.  For example, if you are 
> entering information into a form and you fill out the fields, it guesses 
> that if you hit "Enter" or "Return", you really mean that you want to 
> submit the form.
> 
> Netscape 4.x never behaved this way (not sure about IE).  You physically 
> had to hit the "Submit" button with the mouse in order for the form to 
> be submitted.
> 
> Well, as it works out, if you want to "Modify people related to ticket 
> #blah", and you want to add email addresses as "New Watchers", you can 
> tickle a bug (possibly in form within RT, but I am not sure).  If you 
> select a "Type" under add new watchers and then enter in an email 
> address followed by the "Enter" key, both Netscape 6 and IE 6 "submit" 
> the form.
> 
> Apparently, the way the form is getting submitted, some variable is 
> _not_ getting set, so the resulting page displayed is the original 
> "Modify people" page as if you had not made any changes.
> 
> The proper way to make these changes is to _not_ hit the enter key, but 
> move the mouse over to the "Save Changes" button and click on it.
> 
> I saw this problem on two separate RT installations (didn't check beyond 
> that), one with RT 2.0.9 and the other with RT-2.0.10-test3.  Both 
> behaved the same way.. both under Netscape 6.x and IE 6.  Both behaved 
> properly when the Save Changes button was manually clicked as opposed to 
> hitting the "Enter" key.
> 
> -Rich
> 
> -- 
> Richard West                   $14.95 Registrations      mailto:rwest at wesmo.com
> Wesmo Computer Services        .com .net .org .tv .cc    http://www.wesmo.com
> Full Domain & Web Hosting      .BIZ .INFO & MORE!! 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


-- 
Feargal Reilly,                        | Communications House, 
Systems Administrator.                 | 1a Lower Pembroke Street,
The CIA - http://www.thecia.ie/        | Dublin 2,
Ph: +353-1-6768230 Fax: +353-1-6767720 | Ireland.

PGP fingerprint: 9EA0 F62E 2345 6062 E522 00F2 31D0 B1B0 D678 96DB

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From hollow1 at cc.gatech.edu  Fri Dec 21 14:33:48 2001
From: hollow1 at cc.gatech.edu (James Adam Sigler)
Date: Fri, 21 Dec 2001 14:33:48 -0500 (EST)
Subject: [rt-users] access-denied for rt_user on make install
In-Reply-To: <008901c1896b$595679b0$0238dccc@hutchtel.net>
Message-ID: <Pine.LNX.4.33.0112211430310.32096-100000@voltaire-lnx.cc.gatech.edu>

On Thu, 20 Dec 2001, Raymond Norton wrote:

> On make install this is what I get. I am sure there is a simple solution,
> but I am new enough that I don't why this is occurring.
> R
> 
> ]0;root at support: /tmp/rt-2-0-9[root at support rt-2-0-9]# make install
> mkdir -p //opt/rt2/bin
> mkdir -p //opt/rt2/WebRT/data
> mkdir -p //opt/rt2/WebRT/sessiondata
> mkdir -p //opt/rt2/etc
> mkdir -p //opt/rt2/lib
> mkdir -p //opt/rt2/WebRT/html
> mkdir -p //opt/rt2/local/WebRT/html
> /usr/bin/perl tools/initdb 'mysql' '/usr' 'localhost' '' 'root' 'rt2' create
> Now creating a database for RT.
> Enter the mysql password for root:
> Creating mysql database rt2.
> cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
> s'!!DB_HOST!!'"localhost"'g;\
> s'!!DB_RT_PASS!!'"rt_pass"'g;\
> s'!!DB_RT_HOST!!'"localhost"'g;\
> s'!!DB_RT_USER!!'"rt_user"'g;\
> s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
> bin/initacls.mysql '/usr' 'localhost' '' 'root' 'xxxxxx' 'rt2'
> '//opt/rt2/etc/acl.mysql'
> Enter the mysql administrator's database password to create a new user for
> RT
> Enter the mysql administrator's database password to nondestructively reload
> the database
> /usr/bin/perl tools/initdb 'mysql' '/usr' 'localhost' '' 'rt_user' 'rt2'
> insert
> Now populating database schema.
> Enter the mysql password for rt_user:
> Creating database schema.
> DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
> 'rt_user at localhost' (Using password: YES) at tools/initdb line 144
> Access denied for user: 'rt_user at localhost' (Using password: YES) at
> tools/initdb line 144, <STDIN> line 1.
> make: *** [initdb.rtuser] Error 255
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
If your user cration script is not being run correctly, then the user does 
not have the rights to accomplish what it is trying to do. Try removing 
the first two lines of the acl.mysql file under etc under rt-2-0-9 and 
then running th install process. Sometimes mysql databases do not like the 
delte commands provided by Jesse.
		Sincerely,					
			-James Adam Sigler-



James Adam Sigler
College of Computing
Georgia Tech
Phone: 404-385-0391
Office: CoC 211
Email: hollow1 at cc.gatech.edu





From detertj at msoe.edu  Fri Dec 21 14:43:58 2001
From: detertj at msoe.edu (Jonathan C. Detert)
Date: Fri, 21 Dec 2001 13:43:58 -0600
Subject: [rt-users] rt2 install error: make install bombs on config.replace target
Message-ID: <20011221134358.F6303@carlisle.msoe.edu>

Hello Users,

anyone have this problem when installing rt 2.x (2.0.9 in my case) :

        'make install' dies while making the target config.replace
        
Here's the full output:
-------------------------------
# make install
mkdir -p //usr/local/rt/bin
mkdir -p //usr/local/rt/WebRT/data
mkdir -p //usr/local/rt/WebRT/sessiondata
mkdir -p //usr/local/rt/etc
mkdir -p //usr/local/rt/lib
mkdir -p //usr/local/rt/WebRT/html
mkdir -p //usr/local/rt/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/usr' 'localhost' '' 'root' 'rt2'
create
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
cp etc/acl.mysql '//usr/local/rt/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                        s'!!DB_HOST!!'"localhost"'g;\
                        s'!!DB_RT_PASS!!'"hilfmir!"'g;\
                        s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;"
//usr/local/rt/etc/acl.mysqlbin/initacls.mysql '/usr' 'localhost' ''
//'root' '' 'rt2' '//usr/local/rt/etc/acl.mysql'
Enter the mysql administrator's database password to create a new user
for RT
Enter password:
Enter the mysql administrator's database password to nondestructively
reload the database
Enter password:
/usr/bin/perl   tools/initdb 'mysql' '/usr' 'localhost' '' 'rt' 'rt2'
insert
Now populating database schema.
Enter the mysql password for rt:
Creating database schema.
schema sucessfully inserted
Makefile:370: *** unterminated variable reference.  Stop.
#
--------

If I'm right in assuming the '370' reference is a line number in the
Makefile, then I'm right is saying, as i did above, that the make dies
while trying to build the "config.replace" target.

Here's the blurb in the Makefile for that target:
-------------------------------------------------
config-replace:
        -[ -f $(DESTDIR)/$(RT_CONFIG) ] && \
                mv $(DESTDIR)/$(RT_CONFIG) $(DESTDIR)/$(RT_CONFIG).old && \
                chmod 000 $(DESTDIR)/$(RT_CONFIG).old
        cp -rp ./etc/config.pm $(DESTDIR)/$(RT_CONFIG)
        $(PERL) -p -i -e "\
        s'!!DB_TYPE!!'"$(DB_TYPE)"'g;\
        s'!!DB_HOST!!'"$(DB_HOST)"'g;\
        s'!!DB_PORT!!'"$(DB_PORT)"'g;\
        s'!!DB_RT_PASS!!'"$(DB_RT_PASS)"'g;\
        s'!!DB_RT_USER!!'"$(DB_RT_USER)"'g;\
        s'!!DB_DATABASE!!'"$(DB_DATABASE)"'g;\
        s'!!MASON_HTML_PATH!!'"$(MASON_HTML_PATH)"'g;\
        s'!!MASON_LOCAL_HTML_PATH!!'"$(MASON_LOCAL_HTML_PATH)"'g;\
        s'!!MASON_SESSION_PATH!!'"$(MASON_SESSION_PATH)"'g;\
        s'!!MASON_DATA_PATH!!'"$(MASON_DATA_PATH)"'g;\
        s'!!RT_LOG_PATH!!'"$(RT_LOG_PATH)"'g;\
        s'!!RT_VERSION!!'"$(RT_VERSION)"'g;\
        " $(DESTDIR)/$(RT_CONFIG)

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

Based on the error message, i'm assuming the error was in the PERL
execution as part of the config.replace target.  However,
if i'm not mistaken, in my case, $(RT_CONFIG) should evaluate to
/usr/local/rt/etc/config.pm, which doesn't exist.  So why would make
be trying to do this anyway?

Any ideas?  Thanks
-- 
Happy Landings,

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



From ray at lctn.k12.mn.us  Fri Dec 21 14:45:25 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Fri, 21 Dec 2001 13:45:25 -0600
Subject: [rt-users] Error 1062 at line 11
Message-ID: <00bd01c18a58$090fcc70$0238dccc@hutchtel.net>

I have done a mysqldump from one RT server, tried to import it into a new RT
server, and get the following:
ERROR 1062 at line 11: Duplicate entry '1' for key 1.

I know it has something to do with existing data, and can see from my
reading that there should be a way around this, but I don't want to mess
anything up by ignorance. I will continue to try and find an answer, but any
help would be appreciated.

Here is what I used from a previous posting by someone else trying to do the
same.

mysqldump -c -t rt2 >   rt2.sqldump
mysqldump -d rt2 >       rt2.sqlschema
You can then restore the whole lot (assuming a fresh install of rt2
thereafter) with
mysql rt2  < rt2.sqlschema
mysql rt2  < rt2.sqldump
(with whatever usernames and passwords you have specified).




From darren at dazza.org  Fri Dec 21 17:22:13 2001
From: darren at dazza.org (Darren Nickerson)
Date: Fri, 21 Dec 2001 17:22:13 -0500
Subject: [rt-users] Error 1062 at line 11 
In-Reply-To: Your message of "Fri, 21 Dec 2001 13:45:25 CST."
             <00bd01c18a58$090fcc70$0238dccc@hutchtel.net> 
Message-ID: <20011221222218.7C4975FF2D@hewes.dazza.org>

Somewhere in there you need to drop the rt2 database. I think:

ray at lctn.k12.mn.us said:
> You can then restore the whole lot (assuming a fresh install of rt2
> thereafter) with

implies that.

-Darren





From rootuser2000 at yahoo.com  Fri Dec 21 17:34:32 2001
From: rootuser2000 at yahoo.com (Kevin Greenidge)
Date: Fri, 21 Dec 2001 14:34:32 -0800 (PST)
Subject: [rt-users] Error Message
Message-ID: <20011221223432.80747.qmail@web9203.mail.yahoo.com>

I tried installing rt today and ran into the following
error message when doing a "make install". Anyone ran
across this before? I'm installing it on Redhat 7.2. I
can't find this line in the makefile. 


Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
Use of uninitialized value in die at tools/initdb line
203, <STDIN> line 1.
Died at tools/initdb line 203, <STDIN> line 1.
make: *** [createdb] Error 255


Thanks,  Kevin 

__________________________________________________
Do You Yahoo!?
Send your FREE holiday greetings online!
http://greetings.yahoo.com



From jesse at bestpractical.com  Fri Dec 21 17:26:30 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 21 Dec 2001 17:26:30 -0500
Subject: [rt-users] Error 1062 at line 11
In-Reply-To: <00bd01c18a58$090fcc70$0238dccc@hutchtel.net>; from ray@lctn.k12.mn.us on Fri, Dec 21, 2001 at 01:45:25PM -0600
References: <00bd01c18a58$090fcc70$0238dccc@hutchtel.net>
Message-ID: <20011221172630.K10604@pallas.fsck.com>

On the candidate box, you need to:

mysqladmin drop rt2
mysqladmin create rt2

before doing the import.  be forewarned that this will IRREVOCABLY TOAST 
all tickets in the database on that host.


On Fri, Dec 21, 2001 at 01:45:25PM -0600, Raymond Norton wrote:
> I have done a mysqldump from one RT server, tried to import it into a new RT
> server, and get the following:
> ERROR 1062 at line 11: Duplicate entry '1' for key 1.
> 
> I know it has something to do with existing data, and can see from my
> reading that there should be a way around this, but I don't want to mess
> anything up by ignorance. I will continue to try and find an answer, but any
> help would be appreciated.
> 
> Here is what I used from a previous posting by someone else trying to do the
> same.
> 
> mysqldump -c -t rt2 >   rt2.sqldump
> mysqldump -d rt2 >       rt2.sqlschema
> You can then restore the whole lot (assuming a fresh install of rt2
> thereafter) with
> mysql rt2  < rt2.sqlschema
> mysql rt2  < rt2.sqldump
> (with whatever usernames and passwords you have specified).
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From ray at lctn.k12.mn.us  Fri Dec 21 20:36:28 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Fri, 21 Dec 2001 19:36:28 -0600
Subject: [rt-users] rt2.ACL does not exist
Message-ID: <009e01c18a89$1543c4c0$a344a43f@xtratyme.com>

I have done a search and cannot find this posted before
I have done a new RT install and want to import rt2 database from another
server. I have used mysqladmin to remove the rt2 database from the new
server (which was blank)

. I am doing a mysql -u root -pxx rt2 < rt2.sqlschema and rt2.sqldump. I get
ERROR 1146 at line 11: Table 'rt2.ACL' doesn't exist.

Any ideas?

Raymond




From jesse at bestpractical.com  Sat Dec 22 01:54:11 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 22 Dec 2001 01:54:11 -0500
Subject: [rt-users] rt2.ACL does not exist
In-Reply-To: <009e01c18a89$1543c4c0$a344a43f@xtratyme.com>; from ray@lctn.k12.mn.us on Fri, Dec 21, 2001 at 07:36:28PM -0600
References: <009e01c18a89$1543c4c0$a344a43f@xtratyme.com>
Message-ID: <20011222015411.L10604@pallas.fsck.com>

you need to make sure you import the schema before you import the dump. 
(or you can do a full dump of them both together)


On Fri, Dec 21, 2001 at 07:36:28PM -0600, Raymond Norton wrote:
> I have done a search and cannot find this posted before
> I have done a new RT install and want to import rt2 database from another
> server. I have used mysqladmin to remove the rt2 database from the new
> server (which was blank)
> 
> . I am doing a mysql -u root -pxx rt2 < rt2.sqlschema and rt2.sqldump. I get
> ERROR 1146 at line 11: Table 'rt2.ACL' doesn't exist.
> 
> Any ideas?
> 
> Raymond
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From ray at lctn.k12.mn.us  Sat Dec 22 05:57:29 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Sat, 22 Dec 2001 04:57:29 -0600
Subject: Fw: [rt-users] rt2.ACL does not exist
Message-ID: <001601c18ad7$737f2a40$a344a43f@xtratyme.com>


Yep, I did that. Could it be something happened with the dump? I will try to
do a new one. I followed the previous instructions of dropping the rt2 db,
recreating rt2, then doing a mysql -u -p rt2 < rt2.sqlschema


 Am I missing something?



> ----- Original Message -----
> From: "Jesse Vincent" <jesse at bestpractical.com>
> To: "Raymond Norton" <ray at lctn.k12.mn.us>
> Cc: <rt-users at lists.fsck.com>
> Sent: Saturday, December 22, 2001 12:54 AM
> Subject: Re: [rt-users] rt2.ACL does not exist
>
>
> > you need to make sure you import the schema before you import the dump.
> > (or you can do a full dump of them both together)
> >
> >
> > On Fri, Dec 21, 2001 at 07:36:28PM -0600, Raymond Norton wrote:
> > > I have done a search and cannot find this posted before
> > > I have done a new RT install and want to import rt2 database from
> another
> > > server. I have used mysqladmin to remove the rt2 database from the new
> > > server (which was blank)
> > >
> > > . I am doing a mysql -u root -pxx rt2 < rt2.sqlschema and rt2.sqldump.
I
> get
> > > ERROR 1146 at line 11: Table 'rt2.ACL' doesn't exist.
> > >
> > > Any ideas?
> > >
> > > Raymond
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> >
> > --
> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>




From jesse at bestpractical.com  Sun Dec 23 02:36:40 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 23 Dec 2001 02:36:40 -0500
Subject: Fw: [rt-users] rt2.ACL does not exist
In-Reply-To: <001601c18ad7$737f2a40$a344a43f@xtratyme.com>; from ray@lctn.k12.mn.us on Sat, Dec 22, 2001 at 04:57:29AM -0600
References: <001601c18ad7$737f2a40$a344a43f@xtratyme.com>
Message-ID: <20011223023640.M10604@pallas.fsck.com>


mysqldump -a rt2  #on the first host should create a single full unified dump you can restore from successfully 
using the drop/create procedure I described before.


On Sat, Dec 22, 2001 at 04:57:29AM -0600, Raymond Norton wrote:
> 
> 
> Yep, I did that. Could it be something happened with the dump? I will try to
> do a new one. I followed the previous instructions of dropping the rt2 db,
> recreating rt2, then doing a mysql -u -p rt2 < rt2.sqlschema
> 
> 
>  Am I missing something?
> 
> 
> 
> > ----- Original Message -----
> > From: "Jesse Vincent" <jesse at bestpractical.com>
> > To: "Raymond Norton" <ray at lctn.k12.mn.us>
> > Cc: <rt-users at lists.fsck.com>
> > Sent: Saturday, December 22, 2001 12:54 AM
> > Subject: Re: [rt-users] rt2.ACL does not exist
> >
> >
> > > you need to make sure you import the schema before you import the dump.
> > > (or you can do a full dump of them both together)
> > >
> > >
> > > On Fri, Dec 21, 2001 at 07:36:28PM -0600, Raymond Norton wrote:
> > > > I have done a search and cannot find this posted before
> > > > I have done a new RT install and want to import rt2 database from
> > another
> > > > server. I have used mysqladmin to remove the rt2 database from the new
> > > > server (which was blank)
> > > >
> > > > . I am doing a mysql -u root -pxx rt2 < rt2.sqlschema and rt2.sqldump.
> I
> > get
> > > > ERROR 1146 at line 11: Table 'rt2.ACL' doesn't exist.
> > > >
> > > > Any ideas?
> > > >
> > > > Raymond
> > > >
> > > >
> > > > _______________________________________________
> > > > rt-users mailing list
> > > > rt-users at lists.fsck.com
> > > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > >
> > >
> > > --
> > > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> > >
> > > _______________________________________________
> > > 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
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From alesh at sportina.si  Mon Dec 24 05:45:31 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Mon, 24 Dec 2001 11:45:31 +0100
Subject: [rt-users] RT and Mozilla 0.9.7 (latest)
Message-ID: <3C27074B.4080205@sportina.si>

Mozilla 0.9.7 was just released over the weekend and before anyone else 
goes banging his head on why it doesn't work with RT here is why:

0.9.7 has a major bug when submiting forms which have file fields (like 
RT) it simply doesn't submit the forms.

The bug has been confirmed in bugzilla => 
http://bugzilla.mozilla.org/show_bug.cgi?id=116494

I haven't found a solution yet, beside downgrade to 0.9.6.

In hope of saving trouble to some folks,
Alesh




From bruce_campbell at ripe.net  Mon Dec 24 09:21:30 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 24 Dec 2001 15:21:30 +0100 (CET)
Subject: [rt-users] Specifying a private lib directory in apache.conf
Message-ID: <Pine.LNX.4.31.0112241124220.1501-100000@x22.ripe.net>

After not wanting to open up our main internal web server to any memory
leaks that might be introducted by multiple perl handlers running, I've
ended up using a private httpd for RT, run by the rt user.  Whilst I was
at it, I also installed the required libraries in the rt home directory,
as I didn't want the libraries installed globally.

Note that when installing the required perl libraries (as per testdeps),
the recommended procedure is to 'perl Makefile.PL', 'vi Makefile' to
change the PREFIX to be /your/rt2/path, then merrily 'make install'.

tools/testdeps in the src does require a small change, being the addition
of: "use lib '/your/rt2/path/lib';" and "use lib
'/your/rt2/path/site_perl';" in order to complete.  You may also need to
juggle the installed libraries around somewhat if your web server is a
different machine than your installation.

Magic for httpd.conf:

  <VirtualHost _default_:8081>

        DocumentRoot /your/rt2/path/WebHTML

        ServerName your.server.name
        ServerAlias your-server-alias

        ErrorLog /your/error/log/path
        CustomLog /your/access/log/path     combined

	# The following doesn't work immediately.
        # PerlModule Apache::DBI

	# Invoke Perl to get the @INC.
	# http://perl.apache.org/dist/mod_perl-1.26/t/conf/httpd.conf-dist
	<Perl>
	push @INC, "/your/rt2/path/lib";
	push @INC, "/your/rt2/path/site_perl";
	</Perl>

	# This now works once @INC has bene modified
        PerlModule Apache::DBI

        PerlRequire /your/rt2/path/bin/webmux.pl

        <Location />

                SetHandler perl-script

                PerlHandler RT::Mason

        </Location>

  </VirtualHost>

As always, use this at your own risk.

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations







From seph at commerceflow.com  Mon Dec 24 16:43:32 2001
From: seph at commerceflow.com (seph)
Date: 24 Dec 2001 13:43:32 -0800
Subject: [rt-users] Removing "Sender: apache@domain" from mail header?
In-Reply-To: "Toni Willberg"'s message of "Wed, 19 Dec 2001 17:36:33 +0200"
References: <POEOLGLBBAFGKMDJKDLFAECACAAA.toni.willberg@atbusiness.com>
Message-ID: <6yofkol2ez.fsf@seph.commerceflow.com>

> "Problem" is that I can't find a way to remove header line "Sender: Apache
> <apache at server>"

I've added something to the FAQ that answers this.
try it, and let me know if it works for you.
http://fsck.com/rtfm/article.html?id=5#106

seph



From jesse at bestpractical.com  Mon Dec 24 19:33:53 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 24 Dec 2001 19:33:53 -0500
Subject: [rt-users] [rt-announce] RT 2.0.10
Message-ID: <20011224193353.O10604@pallas.fsck.com>

I've just released RT 2.0.10. Among other things, it should be MUCH faster on postgres-based
RT installs with, say, greater than 5000 tickets.  


	I hope everyone is having a great holiday season,

	Jesse

RT 2.0.10 release notes
-----------------------

Dependencies

	Bumped DBIx::SearchBuilder dependency to 0.48

	Moved us up to a mason 1.02 dependency (Removed code to special
	case for bugs in mason < 1.01)


Installation

	Some stylistic cleanups to the Makefile from blair.

	Cleaned up a template to display Ticket subject, if no transaction
	subject is given.

CLI

	rtadmin had some issues where it would assume a 'name' if called
	without --name for user group and queue editing.

	bin/rt:
		added support for --version, fixed --status = !closed,
		documented --merge-into fixed typos that stopped
		--limit-subject --limit-requestors and --limit-body from
		working fix for setting priority when creating tickets


Web UI

	Fixed an unclosed anchor which caused IE to render ticket
	listings wrong.

	Reordered the order that Basics actions are committed, so that
	Queue changes come after other changes, so that users don't move
	tickets out of a queue before they have a chance to update them.

	Some small UI cleanups from Hakke

	In searches, Priority can now have = and != searches

	From the ticket update page, we now pass in ticket Id, so that
	"owner" will show users who only have rights to that ticket.

	"Logout" no longer shows up when using external authentication
	with the SelfService web ui



Mail gateway

	Added support for --ticket-id-from-extension to rt-mailgate. With
	this new flag, you can send mail to rt+<ticketid>@domain

Core

	Ticket listings will no longer show tickets which have been
	merged into others.

	We now prevent users from futzing with Nobody or RT_System,

	Standardised on "Permission Denied" instead of having some
	"Permission denied". Thanks, Simon.

	Addition to Ticket->Import, so you can set owner by name.

	Fix for a bug in Ticket->AddWatcher that would let privileged
	watchers without email addresses add others as watchers.


	For postgres, We now default to case sensitive searches, rather
	than case-insensitive ones.  (This should speed up Pg a LOT. We
	specifically do case-insensitive searching for the 13 attributes
	that matter:

		Watcher->Email User->name User->Email User->Gecos
		Ticket->Subject Queue->Name KeywordSelect->Name
		Keyword->Name ObjectKeyword->Name Attachment->Subject
		Attachment->Content Attachment->Headers


	Cleaned up seph's patch for null email address users. this
	enabled me to actually really properly support users with no
	email address, which meant there were a couple other cleanups
	to go through too.

	Added checks to make sure that duplicate watchers aren't created.

	FinalPriority should no-longer get set to null if a ticket
	doesn't have the attribute set on create

	Untake's arguments were debognifed



-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.

_______________________________________________
rt-announce mailing list
rt-announce at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-announce



From rmitzel at peer1.net  Wed Dec 26 10:32:56 2001
From: rmitzel at peer1.net (Rob Mitzel)
Date: Wed, 26 Dec 2001 07:32:56 -0800
Subject: [rt-users] rt 2.0.10 has destroyed my database, kinda.
Message-ID: <200112260732.AA238158170@peer1.net>

Hi everyone,

I figured I'd give 2.0.10 an install on our production machine.  So I checked the deps, made the new ones, installed, everything looked great.  However, now, we're getting a reproducable error:

Say I go into a queue, and it has 5 new tickets, 4 on the exact same subject or whatever.  So I go into ticket #3, and merge it with ticket #2, which is the same.  It tells me it's merged.  From that point on, no matter what I do, it makes all the other new tickets dissappear, and it just shows the ticket I merged, nothing else.  no changing of the search parameters will help, the search just thinks that 1 ticket is the only ticket in the entire db.  If I type in an individual ticket # and go to it, it's fine...

Of course, I'm doing this after having just been woken up after 2 hours of sleep by a frantic guy in my NOC, so...:)

Help!!! Please? :(

-Rob.




From jesse at bestpractical.com  Wed Dec 26 14:25:48 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 26 Dec 2001 14:25:48 -0500
Subject: [rt-users] DO NOT RUN 2.0.10. IT'S BUSTED
In-Reply-To: <200112260732.AA238158170@peer1.net>; from rmitzel@peer1.net on Wed, Dec 26, 2001 at 07:32:56AM -0800
References: <200112260732.AA238158170@peer1.net>
Message-ID: <20011226142548.T10604@pallas.fsck.com>


There's a bug in the merge functionality that changes in 2.0.10 tickled.  I'm still tracking it down, but it 
looks like the system is incorrectly setting some metadata related to a merge for too many tickets when a user
anually merges a ticket. I suspect this has been going on for quite a while and that 2.0.10 is the first release
that actually relies on this metadata for stripping merged tickets out of search displays.   

It looks like it should be relatively painless to restore your database to a good state if this bug hit you

More info to come later.


	-j


On Wed, Dec 26, 2001 at 07:32:56AM -0800, Rob Mitzel wrote:
> Hi everyone,
> 
> I figured I'd give 2.0.10 an install on our production machine.  So I checked the deps, made the new ones, installed, everything looked great.  However, now, we're getting a reproducable error:
> 
> Say I go into a queue, and it has 5 new tickets, 4 on the exact same subject or whatever.  So I go into ticket #3, and merge it with ticket #2, which is the same.  It tells me it's merged.  From that point on, no matter what I do, it makes all the other new tickets dissappear, and it just shows the ticket I merged, nothing else.  no changing of the search parameters will help, the search just thinks that 1 ticket is the only ticket in the entire db.  If I type in an individual ticket # and go to it, it's fine...
> 
> Of course, I'm doing this after having just been woken up after 2 hours of sleep by a frantic guy in my NOC, so...:)
> 
> Help!!! Please? :(
> 
> -Rob.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Wed Dec 26 15:14:53 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 26 Dec 2001 15:14:53 -0500
Subject: [rt-users] [rt-announce] RT 2.0.11pre1 / How to recover from brokenness caused by 2.0.10
In-Reply-To: <20011226142548.T10604@pallas.fsck.com>; from jesse@bestpractical.com on Wed, Dec 26, 2001 at 02:25:48PM -0500
References: <200112260732.AA238158170@peer1.net> <20011226142548.T10604@pallas.fsck.com>
Message-ID: <20011226151453.U10604@pallas.fsck.com>

RT 2.0.11pre1 is now available.  The _only_ change from 2.0.10 is that it won't cause all unmerged 
tickets to "disappear" from search listings after a merge.

If you got bitten by the bug in 2.0.10, I'm really quite sorry.  
There are two ways to get your database back to where it should be:


1)  Restore your database from the last known-good nightly backups.  
    (The night before you installed 2.0.10)

    Make a copy of your database update logs.

    Discard everything before you made the backup.

    Look through them for a long series of "Update Tickets SET EffectiveId....." 
    statements. 

    Remove those statements.

    Replay everything else at the database.


2)  WARNING: This is somewhat more dangerous, since it involves straight database munging
	You should make a backup of your RT database before proceeding and check it over
	CAREFULLY afterward.

    mysqldump rt2 > rt-premunging-backup

    Figure out what ticket is still showing up in ticket listings.  If you've merged
    multiple tickets since installing 2.0.10, repeat the "UPDATE" statement below
    for each of them.

    Make a note of its ticket id. You'll need it below, where I say "$ticket_id"

    mysql rt2

    UPDATE Tickets Set EffectiveId = id where EffectiveId = $ticket_id



On Wed, Dec 26, 2001 at 02:25:48PM -0500, Jesse Vincent wrote:
> 
> 
> There's a bug in the merge functionality that changes in 2.0.10 tickled.  I'm still tracking it down, but it 
> looks like the system is incorrectly setting some metadata related to a merge for too many tickets when a user
> anually merges a ticket. I suspect this has been going on for quite a while and that 2.0.10 is the first release
> that actually relies on this metadata for stripping merged tickets out of search displays.   
> 
> It looks like it should be relatively painless to restore your database to a good state if this bug hit you
> 
> More info to come later.
> 
> 
> 	-j
> 
> 
> On Wed, Dec 26, 2001 at 07:32:56AM -0800, Rob Mitzel wrote:
> > Hi everyone,
> > 
> > I figured I'd give 2.0.10 an install on our production machine.  So I checked the deps, made the new ones, installed, everything looked great.  However, now, we're getting a reproducable error:
> > 
> > Say I go into a queue, and it has 5 new tickets, 4 on the exact same subject or whatever.  So I go into ticket #3, and merge it with ticket #2, which is the same.  It tells me it's merged.  From that point on, no matter what I do, it makes all the other new tickets dissappear, and it just shows the ticket I merged, nothing else.  no changing of the search parameters will help, the search just thinks that 1 ticket is the only ticket in the entire db.  If I type in an individual ticket # and go to it, it's fine...
> > 
> > Of course, I'm doing this after having just been woken up after 2 hours of sleep by a frantic guy in my NOC, so...:)
> > 
> > Help!!! Please? :(
> > 
> > -Rob.
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.

_______________________________________________
rt-announce mailing list
rt-announce at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-announce



From krikke at macatawa.org  Wed Dec 26 15:46:06 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Wed, 26 Dec 2001 15:46:06 -0500
Subject: [rt-users] [rt-announce] RT 2.0.11pre1 / How to recover from brokenness caused by 2.0.10
In-Reply-To: <20011226151453.U10604@pallas.fsck.com>
References: <200112260732.AA238158170@peer1.net> <20011226142548.T10604@pallas.fsck.com> <20011226151453.U10604@pallas.fsck.com>
Message-ID: <E16JKwB-0002ML-00@localhost>

So, if we have upgraded to 2.0.10, but not merged anything, and then upgraded 
to 2.0.11pre1, we should be safe (without having to do any database restores)?


On Wednesday 26 December 2001 03:14 pm, you wrote:
> RT 2.0.11pre1 is now available.  The _only_ change from 2.0.10 is that it
> won't cause all unmerged tickets to "disappear" from search listings after
> a merge.
>
> If you got bitten by the bug in 2.0.10, I'm really quite sorry.
> There are two ways to get your database back to where it should be:
>
>
> 1)  Restore your database from the last known-good nightly backups.
>     (The night before you installed 2.0.10)
>
>     Make a copy of your database update logs.
>
>     Discard everything before you made the backup.
>
>     Look through them for a long series of "Update Tickets SET
> EffectiveId....." statements.
>
>     Remove those statements.
>
>     Replay everything else at the database.
>
>
> 2)  WARNING: This is somewhat more dangerous, since it involves straight
> database munging You should make a backup of your RT database before
> proceeding and check it over CAREFULLY afterward.
>
>     mysqldump rt2 > rt-premunging-backup
>
>     Figure out what ticket is still showing up in ticket listings.  If
> you've merged multiple tickets since installing 2.0.10, repeat the "UPDATE"
> statement below for each of them.
>
>     Make a note of its ticket id. You'll need it below, where I say
> "$ticket_id"
>
>     mysql rt2
>
>     UPDATE Tickets Set EffectiveId = id where EffectiveId = $ticket_id
>
> On Wed, Dec 26, 2001 at 02:25:48PM -0500, Jesse Vincent wrote:
> > There's a bug in the merge functionality that changes in 2.0.10 tickled. 
> > I'm still tracking it down, but it looks like the system is incorrectly
> > setting some metadata related to a merge for too many tickets when a user
> > anually merges a ticket. I suspect this has been going on for quite a
> > while and that 2.0.10 is the first release that actually relies on this
> > metadata for stripping merged tickets out of search displays.
> >
> > It looks like it should be relatively painless to restore your database
> > to a good state if this bug hit you
> >
> > More info to come later.
> >
> >
> > 	-j
> >
> > On Wed, Dec 26, 2001 at 07:32:56AM -0800, Rob Mitzel wrote:
> > > Hi everyone,
> > >
> > > I figured I'd give 2.0.10 an install on our production machine.  So I
> > > checked the deps, made the new ones, installed, everything looked
> > > great.  However, now, we're getting a reproducable error:
> > >
> > > Say I go into a queue, and it has 5 new tickets, 4 on the exact same
> > > subject or whatever.  So I go into ticket #3, and merge it with ticket
> > > #2, which is the same.  It tells me it's merged.  From that point on,
> > > no matter what I do, it makes all the other new tickets dissappear, and
> > > it just shows the ticket I merged, nothing else.  no changing of the
> > > search parameters will help, the search just thinks that 1 ticket is
> > > the only ticket in the entire db.  If I type in an individual ticket #
> > > and go to it, it's fine...
> > >
> > > Of course, I'm doing this after having just been woken up after 2 hours
> > > of sleep by a frantic guy in my NOC, so...:)
> > >
> > > Help!!! Please? :(
> > >
> > > -Rob.
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > --
> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users

-- 
Josh Krikke	krikke at macatwa.org
MacNet Sysadmin	Holland, MI
GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
My public key  http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x64DD95DB



From jesse at bestpractical.com  Wed Dec 26 15:57:06 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 26 Dec 2001 15:57:06 -0500
Subject: [rt-users] [rt-announce] RT 2.0.11pre1 / How to recover from brokenness caused by 2.0.10
In-Reply-To: <E16JKwB-0002ML-00@localhost>; from krikke@macatawa.org on Wed, Dec 26, 2001 at 03:46:06PM -0500
References: <200112260732.AA238158170@peer1.net> <20011226142548.T10604@pallas.fsck.com> <20011226151453.U10604@pallas.fsck.com> <E16JKwB-0002ML-00@localhost>
Message-ID: <20011226155706.V10604@pallas.fsck.com>



On Wed, Dec 26, 2001 at 03:46:06PM -0500, Josh Krikke wrote:
> So, if we have upgraded to 2.0.10, but not merged anything, and then upgraded 
> to 2.0.11pre1, we should be safe (without having to do any database restores)?

To the best of my knowledge, yes.

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From bruce_campbell at ripe.net  Wed Dec 26 16:29:25 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 26 Dec 2001 22:29:25 +0100 (CET)
Subject: [rt-users] REQ to RT2 Conversion.
Message-ID: <Pine.LNX.4.31.0112262205330.23554-100000@x22.ripe.net>

My code to convert a req queue to RT2 is now available from:

	http://www.amsterdamned.org/~bc/rt/

	( Jesse, these files can go into contrib now )

This is based on Daniel R's YaR2R routines for RT1 and others (see the
code).  It has been tested with RT2.0.9 (MySQL backend) with a database
set of ~40,000 tickets.  (With ~100 tickets per run for other reasons)

Bugs:

	Won't fix possibly broken req tickets
		Can create multiple (identical) transactions if repeatedly
		called on the same broken ticket (state is on success)
	Not tested under databases other than MySQL (newTS_drop())
	Only tested under 2.0.9.
	Usage is longer than one screen

Features:

	No-SQL mode to test the validity of your req queue.
	Can exit after a given number of tickets.
	Can keep state, so next invocation won't do multiple imports.
	Can be used just to update a known ticket set
		( Useful if a particular ticket # marks req to rt )
	Provides an abstraction layer if wanting to convert req to
		some-other-ticketing-system.

Regards,

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From rmitzel at peer1.net  Wed Dec 26 17:15:28 2001
From: rmitzel at peer1.net (Rob Mitzel)
Date: Wed, 26 Dec 2001 14:15:28 -0800
Subject: [rt-users] RE: RT 2.0.11pre1 / How to recover from brokenness caused by 2.0.10
In-Reply-To: <20011226151453.U10604@pallas.fsck.com>
Message-ID: <000601c18e5a$d38082a0$865f4f18@rascal>

THANK YOU THANK YOU THANK YOU!!!

I just edited the database directly, and everything came back up.  THANK
YOU for taking care of this so quickly.  You are a gentleman and a
scholar! :)

Hope you had a Merry Christmas, by the way, Jesse.  And the rest of you,
as well!

-Rob.



> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Sent: Wednesday, December 26, 2001 12:15 PM
> To: Rob Mitzel
> Cc: rt-announce at lists.fsck.com
> Subject: RT 2.0.11pre1 / How to recover from brokenness 
> caused by 2.0.10
> 
> 
> RT 2.0.11pre1 is now available.  The _only_ change from 
> 2.0.10 is that it won't cause all unmerged 
> tickets to "disappear" from search listings after a merge.
> 
> If you got bitten by the bug in 2.0.10, I'm really quite sorry.  
> There are two ways to get your database back to where it should be:
> 
> 
> 1)  Restore your database from the last known-good nightly backups.  
>     (The night before you installed 2.0.10)
> 
>     Make a copy of your database update logs.
> 
>     Discard everything before you made the backup.
> 
>     Look through them for a long series of "Update Tickets 
> SET EffectiveId....." 
>     statements. 
> 
>     Remove those statements.
> 
>     Replay everything else at the database.
> 
> 
> 2)  WARNING: This is somewhat more dangerous, since it 
> involves straight database munging
> 	You should make a backup of your RT database before 
> proceeding and check it over
> 	CAREFULLY afterward.
> 
>     mysqldump rt2 > rt-premunging-backup
> 
>     Figure out what ticket is still showing up in ticket 
> listings.  If you've merged
>     multiple tickets since installing 2.0.10, repeat the 
> "UPDATE" statement below
>     for each of them.
> 
>     Make a note of its ticket id. You'll need it below, where 
> I say "$ticket_id"
> 
>     mysql rt2
> 
>     UPDATE Tickets Set EffectiveId = id where EffectiveId = $ticket_id
> 
> 
> 
> On Wed, Dec 26, 2001 at 02:25:48PM -0500, Jesse Vincent wrote:
> > 
> > 
> > There's a bug in the merge functionality that changes in 
> 2.0.10 tickled.  I'm still tracking it down, but it 
> > looks like the system is incorrectly setting some metadata 
> related to a merge for too many tickets when a user
> > anually merges a ticket. I suspect this has been going on 
> for quite a while and that 2.0.10 is the first release
> > that actually relies on this metadata for stripping merged 
> tickets out of search displays.   
> > 
> > It looks like it should be relatively painless to restore 
> your database to a good state if this bug hit you
> > 
> > More info to come later.
> > 
> > 
> > 	-j
> > 
> > 
> > On Wed, Dec 26, 2001 at 07:32:56AM -0800, Rob Mitzel wrote:
> > > Hi everyone,
> > > 
> > > I figured I'd give 2.0.10 an install on our production 
> machine.  So I checked the deps, made the new ones, 
> installed, everything looked great.  However, now, we're 
> getting a reproducable error:
> > > 
> > > Say I go into a queue, and it has 5 new tickets, 4 on the 
> exact same subject or whatever.  So I go into ticket #3, and 
> merge it with ticket #2, which is the same.  It tells me it's 
> merged.  From that point on, no matter what I do, it makes 
> all the other new tickets dissappear, and it just shows the 
> ticket I merged, nothing else.  no changing of the search 
> parameters will help, the search just thinks that 1 ticket is 
> the only ticket in the entire db.  If I type in an individual 
> ticket # and go to it, it's fine...
> > > 
> > > Of course, I'm doing this after having just been woken up 
> after 2 hours of sleep by a frantic guy in my NOC, so...:)
> > > 
> > > Help!!! Please? :(
> > > 
> > > -Rob.
> > > 
> > > 
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > 
> > 
> > -- 
> > http://www.bestpractical.com/products/rt  -- Trouble 
> Ticketing. Free.
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 




From blair at orcaware.com  Wed Dec 26 19:00:29 2001
From: blair at orcaware.com (Blair Zajac)
Date: Wed, 26 Dec 2001 16:00:29 -0800
Subject: [rt-users] Removing numbers in front of keywords
Message-ID: <3C2A649D.590E0CB2@orcaware.com>

Hello,

A couple of questions.

Is there a reason that there are numbers displayed in front of the Keywords
and other listings, such as Groups?

How can one prevent the numbers from being displayed?  I checked the config.pm
and didn't see anything in there.

Best,
Blair

-- 
Blair Zajac <blair at orcaware.com>
Web and OS performance plots - http://www.orcaware.com/orca/



From blair at orcaware.com  Wed Dec 26 19:25:30 2001
From: blair at orcaware.com (Blair Zajac)
Date: Wed, 26 Dec 2001 16:25:30 -0800
Subject: [rt-users] Keywords for setting up a help desk
Message-ID: <3C2A6A7A.E7C26526@orcaware.com>

Hello,

I'm setting up RT for the first time for an internal corporate IT help desk and
and working on designing and setting up the keywords.

I assume that a lot of people have done this work already, but a Google search
and the RT FAQ didn't find any good web pages.

What I currently have is are an "Operating System" and a "Hardware Platform"
keywords.

At this point, it seems like there's a bunch of ways to go, such as list all of
the different services that require work, something like:

Services
	Backups
	Mail
	Network Time Protocol (NTP)
	Printing
	.
	.
	.

Does anybody have a working keyword structure that they are happy with
and could share?  Any advice on what works and what doesn't?

Best,
Blair

-- 
Blair Zajac <blair at orcaware.com>
Web and OS performance plots - http://www.orcaware.com/orca/



From jesse at bestpractical.com  Wed Dec 26 21:17:09 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 26 Dec 2001 21:17:09 -0500
Subject: [rt-users] Removing numbers in front of keywords
In-Reply-To: <3C2A649D.590E0CB2@orcaware.com>; from blair@orcaware.com on Wed, Dec 26, 2001 at 04:00:29PM -0800
References: <3C2A649D.590E0CB2@orcaware.com>
Message-ID: <20011226211709.B10604@pallas.fsck.com>

Essentially, they used to be significant. and they're occasionally useful for disambiguation.
To not display them, you'll want to hack the html templates.


On Wed, Dec 26, 2001 at 04:00:29PM -0800, Blair Zajac wrote:
> Hello,
> 
> A couple of questions.
> 
> Is there a reason that there are numbers displayed in front of the Keywords
> and other listings, such as Groups?
> 
> How can one prevent the numbers from being displayed?  I checked the config.pm
> and didn't see anything in there.
> 
> Best,
> Blair
> 
> -- 
> Blair Zajac <blair at orcaware.com>
> Web and OS performance plots - http://www.orcaware.com/orca/
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From ramsbeck at consors.de  Thu Dec 27 04:44:52 2001
From: ramsbeck at consors.de (Florian Ramsbeck)
Date: Thu, 27 Dec 2001 10:44:52 +0100
Subject: [rt-users] root Password
References: <3C2A649D.590E0CB2@orcaware.com> <20011226211709.B10604@pallas.fsck.com>
Message-ID: <003c01c18ebb$2224cc30$8f331eac@dedh0096>

Have to make a desaster recovery of my root password can anybody tell me,
which tables i have to modify?
tnx

Florian Ramsbeck




From toni.willberg at atbusiness.com  Thu Dec 27 04:52:06 2001
From: toni.willberg at atbusiness.com (Toni Willberg)
Date: Thu, 27 Dec 2001 11:52:06 +0200
Subject: [rt-users] Removing "Sender: apache@domain" from mail header?
In-Reply-To: <6yofkol2ez.fsf@seph.commerceflow.com>
Message-ID: <POEOLGLBBAFGKMDJKDLFGECMCAAA.toni.willberg@atbusiness.com>

Adding "apache" to trusted sendmail users did the magic. Thank you. :)

In (atleast) RedHat version of Sendmail:  /etc/mail/trusted-users

- Toni


> -----Original Message-----
> From: seph [mailto:seph at commerceflow.com]
> Sent: 24. joulukuuta 2001 23:44
> To: Toni Willberg
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Removing "Sender: apache at domain" from mail
> header?
> 
> 
> > "Problem" is that I can't find a way to remove header line 
> "Sender: Apache
> > <apache at server>"
> 
> I've added something to the FAQ that answers this.
> try it, and let me know if it works for you.
> http://fsck.com/rtfm/article.html?id=5#106
> 
> seph
> 



From ramsbeck at consors.de  Thu Dec 27 06:28:36 2001
From: ramsbeck at consors.de (Florian Ramsbeck)
Date: Thu, 27 Dec 2001 12:28:36 +0100
Subject: [rt-users] UNmerger Tickets
Message-ID: <006601c18ec9$a155f3e0$8f331eac@dedh0096>

Hi,

is there any possibility to UNmerge a Ticket???

tnx for help.

Florian Ramsbeck
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From charl at infosat.net  Thu Dec 27 09:10:07 2001
From: charl at infosat.net (Charl Matthee)
Date: Thu, 27 Dec 2001 16:10:07 +0200
Subject: [rt-users] Mangling support addresses
Message-ID: <20011227141007.GF19005@charl.mailgate.net>

Hi,

Is it possible (in RT2) to set up the following scenario:

- User sends a support request via email to support at domain,
- A new ticket is created and the user is sent a template reply.
- A support user picks the ticket up and corresponds with the user via RT.
- The reply address of the correspondence always stays support at domain
	(never divulging the actual RT user corresponding to the request).

The last step is the only one I am uncertain RT2 supports as-is (or with
some changes). We run RT1.x and needed to write an address mangling script
that plugs into our MTA to be able to mangle the addresses correctly.

We essentially have several support queues that are bound to different
domains. Company policy dictates that correspondence with an outside party
must take place via the support at domain role account.

Can one do this easier in RT2 natively?


Ciao

Charl
__________________________________________________________________________

       I don't suffer from insanity, I enjoy every minute of it.
__________________________________________________________________________

      [ Charl Matthee ]                             [ +27-11-721-3800 ]
      [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]
__________________________________________________________________________



From bruce_campbell at ripe.net  Thu Dec 27 11:18:23 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 27 Dec 2001 17:18:23 +0100 (CET)
Subject: [rt-users] RT buglet: users in groups also need privs?
Message-ID: <Pine.LNX.4.31.0112271653110.23554-100000@x22.ripe.net>

Having added all of our internal users to a defined group, I'm finding
that none of these users can access the queue which that group has been
given full access to.

Setting the 'privileged' flag on each user fixes the problem, however
shouldn't users in a given group inherit that flag from the group
properties ?

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From Kendric.Beachey at garmin.com  Thu Dec 27 11:42:45 2001
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 27 Dec 2001 10:42:45 -0600
Subject: [rt-users] I tweaked etc/config.pm, now how to make RT re-read it?
Message-ID: <200112271642.KAA09820@dresden.garmin.com>

I made a small change in etc/config.pm (removed "Told" column from search
listings).  After saving my changes, the Search page still looks the same as
ever.  Do I need to do something akin to "kill -HUP" to make RT re-read
config.pm?

--
Kendric Beachey
 
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From srl at mail.boston.com  Thu Dec 27 11:49:16 2001
From: srl at mail.boston.com (Shane Landrum)
Date: Thu, 27 Dec 2001 11:49:16 -0500
Subject: [rt-users] I tweaked etc/config.pm, now how to make RT re-read it?
In-Reply-To: <200112271642.KAA09820@dresden.garmin.com>; from Kendric.Beachey@garmin.com on Thu, Dec 27, 2001 at 10:42:45AM -0600
References: <200112271642.KAA09820@dresden.garmin.com>
Message-ID: <20011227114916.B25603@mail.boston.com>

On Thu, Dec 27, 2001 at 10:42:45AM -0600, Beachey, Kendric (Kendric.Beachey at garmin.com) wrote:
> I made a small change in etc/config.pm (removed "Told" column from search
> listings).  After saving my changes, the Search page still looks the same as
> ever.  Do I need to do something akin to "kill -HUP" to make RT re-read
> config.pm?

You need to stop apache, then start it again. "apachectl restart"
isn't good enough, because of how HTML::Mason does caching. 

HTH,
srl
-- 
Shane Landrum  (srl AT boston DOT com)  Software Engineer, boston.com                     



From jesse at bestpractical.com  Thu Dec 27 12:32:56 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 27 Dec 2001 12:32:56 -0500
Subject: [rt-users] RT buglet: users in groups also need privs?
In-Reply-To: <Pine.LNX.4.31.0112271653110.23554-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Thu, Dec 27, 2001 at 05:18:23PM +0100
References: <Pine.LNX.4.31.0112271653110.23554-100000@x22.ripe.net>
Message-ID: <20011227123256.E10604@pallas.fsck.com>

If you take a look in the web ui, there's more description about the 
"privileged" flag.  Think of it as the difference between staff-members
and random users who send mail to the ticketing system.  Users should
have the 'prvileged' flag set to be granted anything other than
requestor/everyone role rights.

	-j


On Thu, Dec 27, 2001 at 05:18:23PM +0100, Bruce Campbell wrote:
> 
> Having added all of our internal users to a defined group, I'm finding
> that none of these users can access the queue which that group has been
> given full access to.
> 
> Setting the 'privileged' flag on each user fixes the problem, however
> shouldn't users in a given group inherit that flag from the group
> properties ?
> 
> -- 
>                              Bruce Campbell                            RIPE
>                                                                         NCC
>                                                                  Operations
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From purp at wildbrain.com  Thu Dec 27 13:52:14 2001
From: purp at wildbrain.com (Jim Meyer)
Date: 27 Dec 2001 10:52:14 -0800
Subject: [rt-users] Keywords for helpdesk, SW, and facilities?
Message-ID: <1009479134.25688.15.camel@labyrinth.wildbrain.com>

Hello!

I'm in much the same situation as Blair Zajac (blair at orcaware.com); I'm
setting up RT to manage several different queues, among them a helpdesk,
a software bug/sug tracker, and facilities requests, too.

So please, if you've got a good keyword structure you're willing to
share, do share it with us! =]

Thanks!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From bruce_campbell at ripe.net  Thu Dec 27 13:52:36 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 27 Dec 2001 19:52:36 +0100 (CET)
Subject: [rt-users] RT buglet: users in groups also need privs?
In-Reply-To: <20011227123256.E10604@pallas.fsck.com>
Message-ID: <Pine.LNX.4.31.0112271945020.23554-100000@x22.ripe.net>

On Thu, 27 Dec 2001, Jesse Vincent wrote:

> If you take a look in the web ui, there's more description about the
> "privileged" flag.  Think of it as the difference between staff-members
> and random users who send mail to the ticketing system.  Users should
> have the 'prvileged' flag set to be granted anything other than
> requestor/everyone role rights.

Yes, but... I've created these users (for chop'n'slice /etc/passwd etc)
and added them all to a particular group.  That group has been given
privileges on a particular queue.  Ergo, the users in that group have
privileges on the queue... as long as each user has the privileged flag
set.  The latter isn't what I was expecting.

The comment in RT/CurrentUser.pm states this explicitly (Returns true if
the current user can be granted rights and be a member of groups), but the
WebUI/Other docs doesn't quite state this.

So, not a bug, a documentation issue ;)


-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From ckolar at imsa.edu  Thu Dec 27 16:23:37 2001
From: ckolar at imsa.edu (Christopher Kolar)
Date: Thu, 27 Dec 2001 15:23:37 -0600
Subject: [rt-users] adding custom status values?
Message-ID: <5.1.0.14.2.20011227151002.034b2eb0@staffmail.imsa.edu>

Hello.  We are running 2.0.9 and using if for both helpdesk as well as 
project development.  We have done a bunch of customization using the 
keywords and queues, but what we would really like is to be able to create 
a custom status.  For example, we would like to give the tickets a status 
of "QA" once they have moved into QA testing stage.  We have keyworded 
this, but it does not show up in the main queue displays.  We could create 
a separate queue, but then several different projects would commingle.  I 
have looked through the code but have not really been able to figure out 
whether or not this is an easy modification.

Thanks in advance for any suggestions.

--chris




/////\\\\\/////\\\\\
Christopher G. Kolar
    Coordinator of Information Technology Integration
    Illinois Mathematics and Science Academy
  ckolar at imsa.edu  --  www.imsa.edu/~ckolar
         [PGP Public Key ID: 0xC6492C72]
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From mark.matthews at citcomm.com  Thu Dec 27 17:51:52 2001
From: mark.matthews at citcomm.com (Mark Matthews)
Date: Thu, 27 Dec 2001 17:51:52 -0500
Subject: [rt-users] Return address setting
Message-ID: <005e01c18f29$13e26600$143f0a0a@mark>

RT is setting an incorrect return email address on correspondence sent
to submitters.  I thought the return address would be set in the
config.pm but it doesn't seem to be entirely true. This is what I have
in config.pm $CorrespondAddress='RT::email at support.citadelradio.com';
$CommentAddress='RT::comment at support.citadelradio.com';

In emails rt generates, I see the return address as 
From: general <rt at dev.citadelradio.com.citadelradio.com>
It should be email at support.citadelradio.com   or maybe it should be
comment at support.citadelradio.com  (I am not quite sure what address
responses to tickets should come from)  Anyway, right now it is coming
from neither, and I'd like to know how to fix that.

dev.citadelradio.com happens to be the hostname

 Mark Matthews
 Systems Administration 
 Citadel Communications Internet Division






From mark.matthews at citcomm.com  Thu Dec 27 18:34:53 2001
From: mark.matthews at citcomm.com (Mark Matthews)
Date: Thu, 27 Dec 2001 18:34:53 -0500
Subject: [rt-users] Return address setting
Message-ID: <006201c18f2f$16db9a10$143f0a0a@mark>

Chris,
Tried that, no luck.
The return address I got when I opened a test ticket was
daemon at srv03.citadel.com.citadelradio.com

I did completely stop and start apache.  Could this be a sendmail
trusted users issue?

-Mark

-----Original Message-----
From: Chris Scott [mailto:chris at hostorlando.com] 
Sent: Thursday, December 27, 2001 6:12 PM
To: Mark Matthews
Subject: Re: [rt-users] Return address setting


Mark,

Take out the RT:: in the email addresses and then stop and start apache
and it should show up as what you want.

Chris Scott

---------- Original Message ----------------------------------
From: "Mark Matthews" <mark.matthews at citcomm.com>
Date: Thu, 27 Dec 2001 17:51:52 -0500

>RT is setting an incorrect return email address on correspondence sent
>to submitters.  I thought the return address would be set in the 
>config.pm but it doesn't seem to be entirely true. This is what I have 
>in config.pm $CorrespondAddress='RT::email at support.citadelradio.com';
>$CommentAddress='RT::comment at support.citadelradio.com';
>
>In emails rt generates, I see the return address as
>From: general <rt at dev.citadelradio.com.citadelradio.com>
>It should be email at support.citadelradio.com   or maybe it should be
>comment at support.citadelradio.com  (I am not quite sure what address 
>responses to tickets should come from)  Anyway, right now it is coming 
>from neither, and I'd like to know how to fix that.
>
>dev.citadelradio.com happens to be the hostname
>
> Mark Matthews
> Systems Administration
> Citadel Communications Internet Division
>
>
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users
>
                 






From allbery at ece.cmu.edu  Thu Dec 27 18:50:33 2001
From: allbery at ece.cmu.edu (Brandon S. Allbery  KF8NH)
Date: 27 Dec 2001 18:50:33 -0500
Subject: [rt-users] Return address setting
In-Reply-To: <006201c18f2f$16db9a10$143f0a0a@mark>
References: <006201c18f2f$16db9a10$143f0a0a@mark>
Message-ID: <1009497036.42213.0.camel@vpn85.ece.cmu.edu>

On Thu, 2001-12-27 at 18:34, Mark Matthews wrote:
> Tried that, no luck.
> The return address I got when I opened a test ticket was
> daemon at srv03.citadel.com.citadelradio.com
> 
> I did completely stop and start apache.  Could this be a sendmail
> trusted users issue?

At a guess, it's not RT's fault at all; sendmail is misconfigured such
that it doesn't think that support.citadelradio.com refers to the local
host.  Make sure it's listed in either the local host names class (Cw...
in /etc/mail/sendmail.cf, or /etc/sendmail.cw) or the masquerade
hostnames class (CM...)

-- 
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 hroi at netgroup.dk  Fri Dec 28 08:48:06 2001
From: hroi at netgroup.dk (Hroi Sigurdsson)
Date: Fri, 28 Dec 2001 14:48:06 +0100
Subject: [rt-users] unable to get rt.tar.gz
Message-ID: <3C2C7816.5D511F41@netgroup.dk>

fetch http://www.fsck.com/pub/rt/release/rt.tar.gz

Forbidden
You don't have permission to access /pub/rt/release/rt.tar.gz on this
server.

What's up?

-- 
Hroi Sigurdsson                             hroi at netgroup.dk
Netgroup Datacenter                       http://www.ngdc.dk



From alvi at ictp.trieste.it  Fri Dec 28 12:22:25 2001
From: alvi at ictp.trieste.it (Alvise Nobile)
Date: Fri, 28 Dec 2001 18:22:25 +0100 (CET)
Subject: [rt-users] Ticket dependency actions
Message-ID: <Pine.LNX.4.21.0112281821450.21522-100000@scs-14.ictp.trieste.it>

New user. I apologize if answer is well known.
Is there any way of :
1) moving a ticket to a specific (stalled?) state when it is declared
   to be dependent from another one?
   Note: maybe 'stalled' is not the right state, because the fact that it
         depends from another one does not imply that no work is being
         done on it. A separate state? "open-waiting", that could move to
         "stalled-waiting" when no independent work is done any longer
         on the dependent ticket, until the one on which it depends
         is solved?
   Note 2 Desirable: simplified dependency interface: the owner of a
          ticket should be able to issue an update of the form 'depends
          from other ticket', suboption 'create new ticket'/'select among
          open tickets'. 

2) most important, when a ticket is closed, all the dependent tickets
   should move to 'open' state again; or anyhow their owners should be
   notified automatically.
   Is there a way of achieving that?

3) What's the intended relation between the various types of dependency:
   depend-parent/children-refers? I've not found very much in the
   documentation

Best regars
Alvise Nobile


Alvise Nobile,		    Scientific Computing Section
The Abdus Salam International Centre for Theoretical Physics
Address: str. Costiera 11, I-34100 Trieste, Italy
Tel: +39-040-2240-391       Fax: +39-040-224163/224559





From alvi at ictp.trieste.it  Fri Dec 28 12:34:52 2001
From: alvi at ictp.trieste.it (Alvise Nobile)
Date: Fri, 28 Dec 2001 18:34:52 +0100 (CET)
Subject: [rt-users] Transparency
Message-ID: <Pine.LNX.4.21.0112281822330.21522-100000@scs-14.ictp.trieste.it>

New User. Sorry for trivial question.

Is it possible to adjust things so that the selfservice
interface displays the list of all the requests, from all the users,
for all the queues that grant to the unprivileged user currently connected
-or to group 'everyone'- the 'show ticket' right?

This is considered essential by my users community.
Alvise Nobile

Alvise Nobile,		    Scientific Computing Section
The Abdus Salam International Centre for Theoretical Physics
Address: str. Costiera 11, I-34100 Trieste, Italy
Tel: +39-040-2240-391       Fax: +39-040-224163/224559




From alvi at ictp.trieste.it  Fri Dec 28 14:36:37 2001
From: alvi at ictp.trieste.it (Alvise Nobile)
Date: Fri, 28 Dec 2001 20:36:37 +0100 (MET)
Subject: [rt-users] Actions and ticket dependencies
Message-ID: <Pine.GSO.4.05.10112282031500.23301-100000@sv17.ictp.trieste.it>

I just realized that in lib/RT/Action there are a couple of
actions (OpendDependent.pm and StallDependent.pm) that look like doing
what I wanted (changing the status of a ticket when it becomes
dependent/ free from dependencies). 

But the system appears to ignore them because they are not described in
etc/insertdata (and I did not discover a way of adding actions to the DB
after creation). Too bad. Is there a specific reason? Is there any
workaround?

Alvise

Alvise Nobile,		    Scientific Computing Section
The Abdus Salam International Centre for Theoretical Physics
Address: str. Costiera 11, I-34100 Trieste, Italy
Tel: +39-040-2240-391       Fax: +39-040-224163/224559




From jesse at bestpractical.com  Fri Dec 28 15:02:40 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 28 Dec 2001 15:02:40 -0500
Subject: [rt-users] unable to get rt.tar.gz
In-Reply-To: <3C2C7816.5D511F41@netgroup.dk>; from hroi@netgroup.dk on Fri, Dec 28, 2001 at 02:48:06PM +0100
References: <3C2C7816.5D511F41@netgroup.dk>
Message-ID: <20011228150240.O10604@pallas.fsck.com>

Fixed. this was related to the fact that 2.0.10 got yanked


On Fri, Dec 28, 2001 at 02:48:06PM +0100, Hroi Sigurdsson wrote:
> fetch http://www.fsck.com/pub/rt/release/rt.tar.gz
> 
> Forbidden
> You don't have permission to access /pub/rt/release/rt.tar.gz on this
> server.
> 
> What's up?
> 
> -- 
> Hroi Sigurdsson                             hroi at netgroup.dk
> Netgroup Datacenter                       http://www.ngdc.dk
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From rain1 at ionet.net  Fri Dec 28 18:36:20 2001
From: rain1 at ionet.net (Chris barnes)
Date: Fri, 28 Dec 2001 17:36:20 -0600
Subject: [rt-users] Adding BCC
Message-ID: <001d01c18ff8$7524ec60$0fc1c043@0022330515>

i was looking through the code of lib/RT/Action/SendEmail.pm and see many references to Bcc added people but cannot find how to add someone to the bcc list.. under people you only have the ability to add CC's and AdminCC's any help would be greatly appreciated. Thanks in advance.

Chris Barnes
-------------- next part --------------
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From jesse at bestpractical.com  Fri Dec 28 21:22:04 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 28 Dec 2001 21:22:04 -0500
Subject: [rt-users] Actions and ticket dependencies
In-Reply-To: <Pine.GSO.4.05.10112282031500.23301-100000@sv17.ictp.trieste.it>; from alvi@ictp.trieste.it on Fri, Dec 28, 2001 at 08:36:37PM +0100
References: <Pine.GSO.4.05.10112282031500.23301-100000@sv17.ictp.trieste.it>
Message-ID: <20011228212204.Q10604@pallas.fsck.com>

They were prototype code that wasn never really ready for production.
I suspect it would require some coding to make them go (in addition 
to the rows in the database)

	-j


On Fri, Dec 28, 2001 at 08:36:37PM +0100, Alvise Nobile wrote:
> I just realized that in lib/RT/Action there are a couple of
> actions (OpendDependent.pm and StallDependent.pm) that look like doing
> what I wanted (changing the status of a ticket when it becomes
> dependent/ free from dependencies). 
> 
> But the system appears to ignore them because they are not described in
> etc/insertdata (and I did not discover a way of adding actions to the DB
> after creation). Too bad. Is there a specific reason? Is there any
> workaround?
> 
> Alvise
> 
> Alvise Nobile,		    Scientific Computing Section
> The Abdus Salam International Centre for Theoretical Physics
> Address: str. Costiera 11, I-34100 Trieste, Italy
> Tel: +39-040-2240-391       Fax: +39-040-224163/224559
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From jesse at bestpractical.com  Sat Dec 29 04:16:12 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 29 Dec 2001 04:16:12 -0500
Subject: [rt-users] Transparency
In-Reply-To: <Pine.LNX.4.21.0112281822330.21522-100000@scs-14.ictp.trieste.it>; from alvi@ictp.trieste.it on Fri, Dec 28, 2001 at 06:34:52PM +0100
References: <Pine.LNX.4.21.0112281822330.21522-100000@scs-14.ictp.trieste.it>
Message-ID: <20011229041612.R10604@pallas.fsck.com>

It would require custom code. Either you can hack it yourself, or 
I'm available for custom development if you need it.

	-j


On Fri, Dec 28, 2001 at 06:34:52PM +0100, Alvise Nobile wrote:
> New User. Sorry for trivial question.
> 
> Is it possible to adjust things so that the selfservice
> interface displays the list of all the requests, from all the users,
> for all the queues that grant to the unprivileged user currently connected
> -or to group 'everyone'- the 'show ticket' right?
> 
> This is considered essential by my users community.
> Alvise Nobile
> 
> Alvise Nobile,		    Scientific Computing Section
> The Abdus Salam International Centre for Theoretical Physics
> Address: str. Costiera 11, I-34100 Trieste, Italy
> Tel: +39-040-2240-391       Fax: +39-040-224163/224559
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From ofaaland at attbi.com  Sun Dec 30 20:24:48 2001
From: ofaaland at attbi.com (Olaf Faaland)
Date: Sun, 30 Dec 2001 17:24:48 -0800
Subject: [rt-users] rt209 initacls.Pg fails to connect to Postgres database
Message-ID: <00a401c19199$f01f6e20$b1b9e90c@attbi.com>

Hi,

I believe I encountered a bug in the fix for

http://lists.fsck.com/pipermail/rt-users/2001-September/004252.html

Initacls.Pg is getting 'localhost' as the hostname, and passing it on to
psql with '-h localhost', which in turn seems to cause psql to try to
connect via tcp/ip instead of a socket.

I modifed initacls.Pg to echo the psql call to the console.  I have included
the make output below.  I have include the following below: "make output",
"modified initacls.Pg to echo psql call", "Makefile"

As in the earlier post, initacls.Pg works if I remove the reference to
HOSTNAME in the call to psql.

Versions:
RT - 2.0.9
Postgres: 7.1.3-2
Red Hat Linux: 7.2-1
Perl: perl5 (revision 5.0 version 6 subversion 0)

make testdeps:
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.47 ...found
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 0.896 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie...found
Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::Pg  ...found

I'm looking forward to getting it running.  Thanks for the nice tool.

thanks,
Olaf

===========make output============
[root at localhost rt-2-0-9]# make install
mkdir -p file://opt/rt2/bin
mkdir -p file://opt/rt2/WebRT/data
mkdir -p file://opt/rt2/WebRT/sessiondata
mkdir -p file://opt/rt2/etc
mkdir -p file://opt/rt2/lib
mkdir -p file://opt/rt2/WebRT/html
mkdir -p file://opt/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'Pg' '/usr' 'localhost' '' 'postgres' 'rt2'
create
Database creation parameters:

DB_TYPE         = Pg
DB_HOME         = /usr
DB_HOST         = localhost
DB_DBA          = postgres
DB_DBA_PASSWORD = <hidden>
DB_DATABASE     = rt2
Now creating a database for RT.
Enter the Pg password for postgres:
Creating Pg database rt2.
 dsn <dbi:Pg:dbname=rt2>
 DB_DBA <postgres>
 DB_DBA_PASSWORD <hithere>
/usr/bin/perl   tools/initdb 'Pg' '/usr' 'localhost' '' 'postgres' 'rt2'
insert
Database creation parameters:

DB_TYPE         = Pg
DB_HOME         = /usr
DB_HOST         = localhost
DB_DBA          = postgres
DB_DBA_PASSWORD = <hidden>
DB_DATABASE     = rt2
Now populating database schema.
Enter the Pg password for postgres:
Creating database schema.
CREATE TABLE KeywordSelects (
  id serial NOT NULL  ,
  Name varchar(255)   ,
  Keyword integer   ,
  Single integer   ,
  Depth integer NOT NULL DEFAULT 0 ,
  ObjectType varchar(32) NOT NULL  ,
  ObjectField varchar(32)   ,
  ObjectValue varchar(255)   ,
  Disabled int2 NOT NULL DEFAULT 0 ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'keywordselects_id_seq'
for SERIAL column 'keywordselects.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'keywordselects_pkey' for table 'keywordselects'
CREATE INDEX KeywordSelects1 ON KeywordSelects (Keyword)
CREATE INDEX KeywordSelects2 ON KeywordSelects (ObjectType, ObjectField,
ObjectValue)
CREATE TABLE Attachments (
  id serial NOT NULL  ,
  TransactionId integer NOT NULL  ,
  Parent integer   ,
  MessageId varchar(160)   ,
  Subject varchar(255)   ,
  Filename varchar(255)   ,
  ContentType varchar(80)   ,
  ContentEncoding varchar(80)   ,
  Content TEXT   ,
  Headers TEXT   ,
  Creator integer   ,
  Created timestamp   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'attachments_id_seq' for
SERIAL column 'attachments.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'attachments_pkey' for table 'attachments'
CREATE INDEX Attachments1 ON Attachments (Parent)
CREATE INDEX Attachments2 ON Attachments (TransactionId)
CREATE INDEX Attachments3 ON Attachments (Parent, TransactionId)
CREATE TABLE Queues (
  id serial NOT NULL  ,
  Name varchar(120) NOT NULL  ,
  Description varchar(120)   ,
  CorrespondAddress varchar(120)   ,
  CommentAddress varchar(120)   ,
  InitialPriority integer   ,
  FinalPriority integer   ,
  DefaultDueIn integer   ,
  Creator integer   ,
  Created timestamp   ,
  LastUpdatedBy integer   ,
  LastUpdated timestamp   ,
  Disabled int2 NOT NULL DEFAULT 0 ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'queues_id_seq' for
SERIAL column 'queues.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'queues_pkey'
for table 'queues'
CREATE UNIQUE INDEX Queues1 ON Queues (Name)
CREATE TABLE Links (
  id serial NOT NULL  ,
  Base varchar(240)   ,
  Target varchar(240)   ,
  Type varchar(20) NOT NULL  ,
  LocalTarget integer   ,
  LocalBase integer   ,
  LastUpdatedBy integer   ,
  LastUpdated timestamp   ,
  Creator integer   ,
  Created timestamp   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'links_id_seq' for
SERIAL column 'links.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'links_pkey'
for table 'links'
CREATE UNIQUE INDEX Links1 ON Links (Base, Target, Type)
CREATE TABLE Groups (
  id serial NOT NULL  ,
  Name varchar(16)   ,
  Description varchar(64)   ,
  Pseudo integer NOT NULL DEFAULT 0 ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'groups_id_seq' for
SERIAL column 'groups.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'groups_pkey'
for table 'groups'
CREATE UNIQUE INDEX Groups1 ON Groups (Name)
CREATE TABLE Watchers (
  id serial NOT NULL  ,
  Type varchar(16)   ,
  Scope varchar(16)   ,
  Value integer   ,
  Email varchar(255)   ,
  Quiet integer   ,
  Owner integer   ,
  Creator integer   ,
  Created timestamp   ,
  LastUpdatedBy integer   ,
  LastUpdated timestamp   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'watchers_id_seq' for
SERIAL column 'watchers.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'watchers_pkey'
for table 'watchers'
CREATE INDEX Watchers1 ON Watchers (Scope, Value, Type, Owner)
CREATE TABLE ScripConditions (
  id serial NOT NULL  ,
  Name varchar(255)   ,
  Description varchar(255)   ,
  ExecModule varchar(60)   ,
  Argument varchar(255)   ,
  ApplicableTransTypes varchar(60)   ,
  Creator integer   ,
  Created timestamp   ,
  LastUpdatedBy integer   ,
  LastUpdated timestamp   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'scripconditions_id_seq'
for SERIAL column 'scripconditions.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'scripconditions_pkey' for table 'scripconditions'
CREATE TABLE Transactions (
  id serial NOT NULL  ,
  EffectiveTicket integer   ,
  Ticket integer   ,
  TimeTaken integer   ,
  Type varchar(20)   ,
  Field varchar(40)   ,
  OldValue varchar(255)   ,
  NewValue varchar(255)   ,
  Data varchar(100)   ,
  Creator integer   ,
  Created timestamp   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'transactions_id_seq'
for SERIAL column 'transactions.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'transactions_pkey' for table 'transactions'
CREATE INDEX Transactions1 ON Transactions (Ticket)
CREATE INDEX Transactions2 ON Transactions (EffectiveTicket)
CREATE TABLE Scrips (
  id serial NOT NULL  ,
  ScripCondition integer   ,
  ScripAction integer   ,
  Stage varchar(32)   ,
  Queue integer   ,
  Template integer   ,
  Creator integer   ,
  Created timestamp   ,
  LastUpdatedBy integer   ,
  LastUpdated timestamp   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'scrips_id_seq' for
SERIAL column 'scrips.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'scrips_pkey'
for table 'scrips'
CREATE TABLE ACL (
  id serial NOT NULL  ,
  PrincipalId integer   ,
  PrincipalType varchar(25)   ,
  RightName varchar(25)   ,
  RightScope varchar(25)   ,
  RightAppliesTo integer   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'acl_id_seq' for SERIAL
column 'acl.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'acl_pkey' for
table 'acl'
CREATE INDEX ACL1 ON ACL (RightScope, PrincipalId)
CREATE INDEX ACL2 ON ACL (RightScope, RightAppliesTo, RightName,
PrincipalType, PrincipalId)
CREATE TABLE GroupMembers (
  id serial NOT NULL  ,
  GroupId integer   ,
  UserId integer   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'groupmembers_id_seq'
for SERIAL column 'groupmembers.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'groupmembers_pkey' for table 'groupmembers'
CREATE UNIQUE INDEX GroupMembers1 ON GroupMembers (GroupId, UserId)
CREATE TABLE ObjectKeywords (
  id serial NOT NULL  ,
  Keyword integer NOT NULL  ,
  KeywordSelect integer NOT NULL  ,
  ObjectType varchar(32) NOT NULL  ,
  ObjectId integer NOT NULL  ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'objectkeywords_id_seq'
for SERIAL column 'objectkeywords.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'objectkeywords_pkey' for table 'objectkeywords'
CREATE UNIQUE INDEX ObjectKeywords1 ON ObjectKeywords (ObjectId, ObjectType,
KeywordSelect, Keyword)
CREATE INDEX ObjectKeywords2 ON ObjectKeywords (ObjectId, ObjectType)
CREATE INDEX ObjectKeywords3 ON ObjectKeywords (Keyword)
CREATE TABLE Keywords (
  id serial NOT NULL  ,
  Name varchar(255) NOT NULL  ,
  Description varchar(255)   ,
  Parent integer   ,
  Disabled int2 NOT NULL DEFAULT 0 ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'keywords_id_seq' for
SERIAL column 'keywords.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'keywords_pkey'
for table 'keywords'
CREATE UNIQUE INDEX Keywords1 ON Keywords (Name, Parent)
CREATE INDEX Keywords2 ON Keywords (Name)
CREATE INDEX Keywords3 ON Keywords (Parent)
CREATE TABLE Users (
  id serial NOT NULL  ,
  Name varchar(120) NOT NULL  ,
  Password varchar(40)   ,
  Comments TEXT   ,
  Signature TEXT   ,
  EmailAddress varchar(120)   ,
  FreeformContactInfo TEXT   ,
  Organization varchar(200)   ,
  Privileged integer   ,
  RealName varchar(120)   ,
  Nickname varchar(16)   ,
  Lang varchar(16)   ,
  EmailEncoding varchar(16)   ,
  WebEncoding varchar(16)   ,
  ExternalContactInfoId varchar(100)   ,
  ContactInfoSystem varchar(30)   ,
  ExternalAuthId varchar(100)   ,
  AuthSystem varchar(30)   ,
  Gecos varchar(16)   ,
  HomePhone varchar(30)   ,
  WorkPhone varchar(30)   ,
  MobilePhone varchar(30)   ,
  PagerPhone varchar(30)   ,
  Address1 varchar(200)   ,
  Address2 varchar(200)   ,
  City varchar(100)   ,
  State varchar(100)   ,
  Zip varchar(16)   ,
  Country varchar(50)   ,
  Creator integer   ,
  Created timestamp   ,
  LastUpdatedBy integer   ,
  LastUpdated timestamp   ,
  Disabled int2 NOT NULL DEFAULT 0 ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'users_id_seq' for
SERIAL column 'users.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'users_pkey'
for table 'users'
CREATE UNIQUE INDEX Users1 ON Users (Name)
CREATE INDEX Users2 ON Users (Name)
CREATE INDEX Users3 ON Users (id, EmailAddress)
CREATE INDEX Users4 ON Users (EmailAddress)
CREATE TABLE Tickets (
  id serial NOT NULL  ,
  EffectiveId integer   ,
  Queue integer   ,
  Type varchar(16)   ,
  IssueStatement integer   ,
  Resolution integer   ,
  Owner integer   ,
  Subject varchar(200)  DEFAULT '[no subject]' ,
  InitialPriority integer   ,
  FinalPriority integer   ,
  Priority integer   ,
  Status varchar(10)   ,
  TimeWorked integer   ,
  TimeLeft integer   ,
  Told timestamp   ,
  Starts timestamp   ,
  Started timestamp   ,
  Due timestamp   ,
  Resolved timestamp   ,
  LastUpdatedBy integer   ,
  LastUpdated timestamp   ,
  Creator integer   ,
  Created timestamp   ,
  Disabled int2 NOT NULL DEFAULT 0 ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'tickets_id_seq' for
SERIAL column 'tickets.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'tickets_pkey'
for table 'tickets'
CREATE INDEX Tickets1 ON Tickets (Queue, Status)
CREATE INDEX Tickets2 ON Tickets (Owner)
CREATE INDEX Tickets3 ON Tickets (EffectiveId)
CREATE INDEX Tickets4 ON Tickets (id, Status)
CREATE INDEX Tickets5 ON Tickets (id, EffectiveId)
CREATE TABLE ScripActions (
  id serial NOT NULL  ,
  Name varchar(255)   ,
  Description varchar(255)   ,
  ExecModule varchar(60)   ,
  Argument varchar(255)   ,
  Creator integer   ,
  Created timestamp   ,
  LastUpdatedBy integer   ,
  LastUpdated timestamp   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'scripactions_id_seq'
for SERIAL column 'scripactions.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'scripactions_pkey' for table 'scripactions'
CREATE TABLE Templates (
  id serial NOT NULL  ,
  Queue integer NOT NULL DEFAULT 0 ,
  Name varchar(40) NOT NULL  ,
  Description varchar(120)   ,
  Type varchar(16)   ,
  Language varchar(16)   ,
  TranslationOf integer   ,
  Content TEXT   ,
  LastUpdated timestamp   ,
  LastUpdatedBy integer   ,
  Creator integer   ,
  Created timestamp   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'templates_id_seq' for
SERIAL column 'templates.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'templates_pkey' for table 'templates'
schema sucessfully inserted
cp etc/acl.Pg '//opt/rt2/etc/acl.Pg'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"Pg"'g;\
                        s'!!DB_HOST!!'"localhost"'g;\
                        s'!!DB_RT_PASS!!'"rt_pass"'g;\
                        s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt_user"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;"
file://opt/rt2/etc/acl.Pg
bin/initacls.Pg '/usr' 'localhost' '' 'postgres' 'hithere' 'rt2'
'//opt/rt2/etc/acl.Pg'
Enter the postgres administrator's database password to create a new user
for rt
psql -h localhost -d rt2 -f file://opt/rt2/etc/acl.Pg -U postgres
psql: connectDBStart() -- connect() failed: Connection refused
        Is the postmaster running (with -i) at 'localhost'
        and accepting connections on TCP/IP port 5432?
make: *** [acls] Error 2

============== modified initacls.Pg to echo psql call ================
PATH=$PATH:$BINDIR
export PATH

echo "Enter the postgres administrator's database password to create a new
user for rt"

if [ "fnord$PORT" != "fnord" ]; then
        PORT="-p $PORT"
fi;

if [ "fnord$HOSTNAME" != "fnord" ]; then
        HOSTNAME="-h $HOSTNAME"
fi;

echo psql $HOSTNAME $PORT -d $DATABASENAME -f $DATABASEACLS -U
$DATABASEADMIN
psql $HOSTNAME $PORT -d $DATABASENAME -f $DATABASEACLS -U $DATABASEADMIN

=======Makefile=========
[root at localhost rt-2-0-9]# view Makefile
# $Header: /raid/cvsroot/rt/Makefile,v 1.142 2001/11/14 19:28:25 jesse Exp $
# Request Tracker is Copyright 1996-2001 Jesse Vincent
<jessebestpractical.com>
# RT is distributed under the terms of the GNU General Public License,
version 2

PERL                    =       /usr/bin/perl

RT_VERSION_MAJOR        =       2
RT_VERSION_MINOR        =       0
RT_VERSION_PATCH        =       9


RT_VERSION =    $(RT_VERSION_MAJOR).$(RT_VERSION_MINOR).$(RT_VERSION_PATCH)
TAG        =
rt-$(RT_VERSION_MAJOR)-$(RT_VERSION_MINOR)-$(RT_VERSION_PATCH)

BRANCH                  =       HEAD


RTGROUP                 =       rt



# User which should own rt binaries
BIN_OWNER               =       root

# User that should own all of RT's libraries. generally root.
LIBS_OWNER              =       root

# Group that should own all of RT's libraries. generally root.
LIBS_GROUP              =       bin



# {{{ Files and directories

# DESTDIR allows you to specify that RT be installed somewhere other than
# where it will eventually reside

DESTDIR                 =

[root at localhost rt-2-0-9]# cat Makefile
# $Header: /raid/cvsroot/rt/Makefile,v 1.142 2001/11/14 19:28:25 jesse Exp $
# Request Tracker is Copyright 1996-2001 Jesse Vincent
<jessebestpractical.com>
# RT is distributed under the terms of the GNU General Public License,
version 2

PERL                    =       /usr/bin/perl

RT_VERSION_MAJOR        =       2
RT_VERSION_MINOR        =       0
RT_VERSION_PATCH        =       9


RT_VERSION =    $(RT_VERSION_MAJOR).$(RT_VERSION_MINOR).$(RT_VERSION_PATCH)
TAG        =
rt-$(RT_VERSION_MAJOR)-$(RT_VERSION_MINOR)-$(RT_VERSION_PATCH)

BRANCH                  =       HEAD


RTGROUP                 =       rt



# User which should own rt binaries
BIN_OWNER               =       root

# User that should own all of RT's libraries. generally root.
LIBS_OWNER              =       root

# Group that should own all of RT's libraries. generally root.
LIBS_GROUP              =       bin



# {{{ Files and directories

# DESTDIR allows you to specify that RT be installed somewhere other than
# where it will eventually reside

DESTDIR                 =


# RT_PATH is the name of the directory you want make to install RT in
# RT must be installed in its own directory (don't set this to /usr/local)

RT_PATH                 =       /opt/rt2

# The rest of these paths are all configurable, but you probably don't want
to
# put them elsewhere

RT_LIB_PATH             =       $(RT_PATH)/lib
RT_ETC_PATH             =       $(RT_PATH)/etc
RT_BIN_PATH             =       $(RT_PATH)/bin
RT_MAN_PATH             =       $(RT_PATH)/man
MASON_HTML_PATH         =       $(RT_PATH)/WebRT/html


# RT allows sites to overlay the default web ui with
# local customizations Those files can be placed in MASON_LOCAL_HTML_PATH

MASON_LOCAL_HTML_PATH   =       $(RT_PATH)/local/WebRT/html

# RT needs to be able to write to MASON_DATA_PATH and MASON_SESSION_PATH
# RT will create and chown these directories. Don't just set them to /tmp
MASON_DATA_PATH         =       $(RT_PATH)/WebRT/data
MASON_SESSION_PATH      =       $(RT_PATH)/WebRT/sessiondata

RT_LOG_PATH             =       /tmp

# RT_READABLE_DIR_MODE is the mode of directories that are generally meant
to be
# accessable
RT_READABLE_DIR_MODE    =       0755



# The location of your rt configuration file
RT_CONFIG               =       $(RT_ETC_PATH)/config.pm

# RT_MODPERL_HANDLER is the mason handler script for mod_perl
RT_MODPERL_HANDLER              =       $(RT_BIN_PATH)/webmux.pl

# RT_FASTCGI_HANDLER is the mason handler script for FastCGI
# THIS HANDLER IS NOT CURRENTLY SUPPORTED
RT_FASTCGI_HANDLER              =       $(RT_BIN_PATH)/mason_handler.fcgi

# RT_SPEEDYCGI_HANDLER is the mason handler script for SpeedyCGI
# THIS HANDLER IS NOT CURRENTLY SUPPORTED
RT_SPEEDYCGI_HANDLER            =       $(RT_BIN_PATH)/mason_handler.scgi

# The following are the names of the various binaries which make up RT

RT_CLI_BIN              =       $(RT_BIN_PATH)/rt
RT_CLI_ADMIN_BIN        =       $(RT_BIN_PATH)/rtadmin
RT_MAILGATE_BIN         =       $(RT_BIN_PATH)/rt-mailgate

# }}}

# {{{ Database setup

#
# DB_TYPE defines what sort of database RT trys to talk to
# "mysql" is known to work.
# "Pg" is known to work
# "Oracle" is in the early stages of working.


DB_TYPE         =       Pg

# DB_HOME is where the Database's commandline tools live
# Note: $DB_HOME/bin is where the database binary tools are installed.

DB_HOME         = /usr

# Set DBA to the name of a unix account with the proper permissions and
# environment to run your commandline SQL tools

# Set DB_DBA to the name of a DB user with permission to create new
databases
# Set DB_DBA_PASSWORD to that user's password (if you don't, you'll be
prompted
# later)

# For mysql, you probably want 'root'
# For Pg, you probably want 'postgres'
# For oracle, you want 'system'

DB_DBA             =    postgres
DB_DBA_PASSWORD   =     hithere

#
# Set this to the Fully Qualified Domain Name of your database server.
# If the database is local, rather than on a remote host, using "localhost"
# will greatly enhance performance.

DB_HOST         =       localhost

# If you're not running your database server on its default port,
# specifiy the port the database server is running on below.
# It's generally safe to leave this blank

DB_PORT         =

#
# Set this to the canonical name of the interface RT will be talking to the
# database on. # If you said that the RT_DB_HOST above was "localhost," this
# should be too. This value will be used to grant rt access to the database.
# If you want to access the RT database from multiple hosts, you'll need
# to grant those database rights by hand.
#

DB_RT_HOST      =       localhost

# set this to the name you want to give to the RT database in
# your database server. For Oracle, this should be the name of your sid

DB_DATABASE     =       rt2

# Set this to the name of the rt database user

DB_RT_USER      =       rt_user

# Set this to the password used by the rt database user
# *** Change This Before Installation***

DB_RT_PASS      =      rt_pass

# }}}

# {{{ Web configuration

# The user your webserver runs as. needed so that webrt can cache mason
# objectcode

WEB_USER                        =       nobody
WEB_GROUP                       =       rt

# }}}






From ofaaland at attbi.com  Mon Dec 31 01:00:05 2001
From: ofaaland at attbi.com (Olaf Faaland)
Date: Sun, 30 Dec 2001 22:00:05 -0800
Subject: [rt-users] rt209 /opt/rt2/etc/insertdata failure connecting to database
Message-ID: <00de01c191c0$65a8e380$b1b9e90c@attbi.com>

Hi,

This is sort of a follow-up to:
http://lists.fsck.com/pipermail/rt-users/2001-December/005837.html

make install got further and then ran into trouble at
/opt/rt2/etc/insertdata line 26.  Again, the error was a failure to connect
to the database, although this time it was in perl code.  Again, the error
message was consistent with an attempt to connect via tcp/ip as far as I can
tell.  I definitely have the database configured for socket access only.

Here are the last 5 lines of output from make install:
DBI->connect(dbname=rt2;host=localhost) failed: connectDBStart() --
connect() failed: Connection refused at
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Handle.pm line 121
Connect Failed connectDBStart() -- connect() failed: Connection refused
 at /opt/rt2/etc/insertdata line 26
make: *** [insert] Error 255

Just for kicks, I tried modifying the Makefile lines as follows:
#DB_HOST             =       localhost
#DB_RT_HOST      =       localhost
DB_HOST             =
DB_RT_HOST      =

This make install succeeded.  So the question is, should both of those
values be blank for socket-only access to the Postgres database?  I
understood the Makefile hints to suggest "localhost" for both of these
parameters, but now I am wondering whether I misunderstood.

thanks,
Olaf

last few hundred lines of output from 'make install' below.  For my full
Makefile, see the link to the earlier post.

================================
NOTICE:  CREATE TABLE will create implicit sequence 'transactions_id_seq'
for SERIAL column 'transactions.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'transactions_pkey' for table 'transactions'
CREATE INDEX Transactions1 ON Transactions (Ticket)
CREATE INDEX Transactions2 ON Transactions (EffectiveTicket)
CREATE TABLE Scrips (
  id serial NOT NULL  ,
  ScripCondition integer   ,
  ScripAction integer   ,
  Stage varchar(32)   ,
  Queue integer   ,
  Template integer   ,
  Creator integer   ,
  Created timestamp   ,
  LastUpdatedBy integer   ,
  LastUpdated timestamp   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'scrips_id_seq' for
SERIAL column 'scrips.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'scrips_pkey'
for table 'scrips'
CREATE TABLE ACL (
  id serial NOT NULL  ,
  PrincipalId integer   ,
  PrincipalType varchar(25)   ,
  RightName varchar(25)   ,
  RightScope varchar(25)   ,
  RightAppliesTo integer   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'acl_id_seq' for SERIAL
column 'acl.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'acl_pkey' for
table 'acl'
CREATE INDEX ACL1 ON ACL (RightScope, PrincipalId)
CREATE INDEX ACL2 ON ACL (RightScope, RightAppliesTo, RightName,
PrincipalType, PrincipalId)
CREATE TABLE GroupMembers (
  id serial NOT NULL  ,
  GroupId integer   ,
  UserId integer   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'groupmembers_id_seq'
for SERIAL column 'groupmembers.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'groupmembers_pkey' for table 'groupmembers'
CREATE UNIQUE INDEX GroupMembers1 ON GroupMembers (GroupId, UserId)
CREATE TABLE ObjectKeywords (
  id serial NOT NULL  ,
  Keyword integer NOT NULL  ,
  KeywordSelect integer NOT NULL  ,
  ObjectType varchar(32) NOT NULL  ,
  ObjectId integer NOT NULL  ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'objectkeywords_id_seq'
for SERIAL column 'objectkeywords.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'objectkeywords_pkey' for table 'objectkeywords'
CREATE UNIQUE INDEX ObjectKeywords1 ON ObjectKeywords (ObjectId, ObjectType,
KeywordSelect, Keyword)
CREATE INDEX ObjectKeywords2 ON ObjectKeywords (ObjectId, ObjectType)
CREATE INDEX ObjectKeywords3 ON ObjectKeywords (Keyword)
CREATE TABLE Keywords (
  id serial NOT NULL  ,
  Name varchar(255) NOT NULL  ,
  Description varchar(255)   ,
  Parent integer   ,
  Disabled int2 NOT NULL DEFAULT 0 ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'keywords_id_seq' for
SERIAL column 'keywords.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'keywords_pkey'
for table 'keywords'
CREATE UNIQUE INDEX Keywords1 ON Keywords (Name, Parent)
CREATE INDEX Keywords2 ON Keywords (Name)
CREATE INDEX Keywords3 ON Keywords (Parent)
CREATE TABLE Users (
  id serial NOT NULL  ,
  Name varchar(120) NOT NULL  ,
  Password varchar(40)   ,
  Comments TEXT   ,
  Signature TEXT   ,
  EmailAddress varchar(120)   ,
  FreeformContactInfo TEXT   ,
  Organization varchar(200)   ,
  Privileged integer   ,
  RealName varchar(120)   ,
  Nickname varchar(16)   ,
  Lang varchar(16)   ,
  EmailEncoding varchar(16)   ,
  WebEncoding varchar(16)   ,
  ExternalContactInfoId varchar(100)   ,
  ContactInfoSystem varchar(30)   ,
  ExternalAuthId varchar(100)   ,
  AuthSystem varchar(30)   ,
  Gecos varchar(16)   ,
  HomePhone varchar(30)   ,
  WorkPhone varchar(30)   ,
  MobilePhone varchar(30)   ,
  PagerPhone varchar(30)   ,
  Address1 varchar(200)   ,
  Address2 varchar(200)   ,
  City varchar(100)   ,
  State varchar(100)   ,
  Zip varchar(16)   ,
  Country varchar(50)   ,
  Creator integer   ,
  Created timestamp   ,
  LastUpdatedBy integer   ,
  LastUpdated timestamp   ,
  Disabled int2 NOT NULL DEFAULT 0 ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'users_id_seq' for
SERIAL column 'users.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'users_pkey'
for table 'users'
CREATE UNIQUE INDEX Users1 ON Users (Name)
CREATE INDEX Users2 ON Users (Name)
CREATE INDEX Users3 ON Users (id, EmailAddress)
CREATE INDEX Users4 ON Users (EmailAddress)
CREATE TABLE Tickets (
  id serial NOT NULL  ,
  EffectiveId integer   ,
  Queue integer   ,
  Type varchar(16)   ,
  IssueStatement integer   ,
  Resolution integer   ,
  Owner integer   ,
  Subject varchar(200)  DEFAULT '[no subject]' ,
  InitialPriority integer   ,
  FinalPriority integer   ,
  Priority integer   ,
  Status varchar(10)   ,
  TimeWorked integer   ,
  TimeLeft integer   ,
  Told timestamp   ,
  Starts timestamp   ,
  Started timestamp   ,
  Due timestamp   ,
  Resolved timestamp   ,
  LastUpdatedBy integer   ,
  LastUpdated timestamp   ,
  Creator integer   ,
  Created timestamp   ,
  Disabled int2 NOT NULL DEFAULT 0 ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'tickets_id_seq' for
SERIAL column 'tickets.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index 'tickets_pkey'
for table 'tickets'
CREATE INDEX Tickets1 ON Tickets (Queue, Status)
CREATE INDEX Tickets2 ON Tickets (Owner)
CREATE INDEX Tickets3 ON Tickets (EffectiveId)
CREATE INDEX Tickets4 ON Tickets (id, Status)
CREATE INDEX Tickets5 ON Tickets (id, EffectiveId)
CREATE TABLE ScripActions (
  id serial NOT NULL  ,
  Name varchar(255)   ,
  Description varchar(255)   ,
  ExecModule varchar(60)   ,
  Argument varchar(255)   ,
  Creator integer   ,
  Created timestamp   ,
  LastUpdatedBy integer   ,
  LastUpdated timestamp   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'scripactions_id_seq'
for SERIAL column 'scripactions.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'scripactions_pkey' for table 'scripactions'
CREATE TABLE Templates (
  id serial NOT NULL  ,
  Queue integer NOT NULL DEFAULT 0 ,
  Name varchar(40) NOT NULL  ,
  Description varchar(120)   ,
  Type varchar(16)   ,
  Language varchar(16)   ,
  TranslationOf integer   ,
  Content TEXT   ,
  LastUpdated timestamp   ,
  LastUpdatedBy integer   ,
  Creator integer   ,
  Created timestamp   ,
  PRIMARY KEY (id)
)
NOTICE:  CREATE TABLE will create implicit sequence 'templates_id_seq' for
SERIAL column 'templates.id'
NOTICE:  CREATE TABLE/PRIMARY KEY will create implicit index
'templates_pkey' for table 'templates'
schema sucessfully inserted
cp etc/acl.Pg '//opt/rt2/etc/acl.Pg'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"Pg"'g;\
                        s'!!DB_HOST!!'"localhost"'g;\
                        s'!!DB_RT_PASS!!'"rt_pass"'g;\
                        s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt_user"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;"
file://opt/rt2/etc/acl.Pg
bin/initacls.Pg '/usr' 'localhost' '' 'postgres' 'hithere' 'rt2'
'//opt/rt2/etc/acl.Pg'
Enter the postgres administrator's database password to create a new user
for rt
psql -d rt2 -f file://opt/rt2/etc/acl.Pg -U postgres
DROP USER
CREATE USER
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
CHANGE
[ -f file://opt/rt2/etc/config.pm ] && \
        mv file://opt/rt2/etc/config.pm file://opt/rt2/etc/config.pm.old &&
\
        chmod 000 file://opt/rt2/etc/config.pm.old
cp -rp ./etc/config.pm file://opt/rt2/etc/config.pm
/usr/bin/perl -p -i -e "\
s'!!DB_TYPE!!'"Pg"'g;\
s'!!DB_HOST!!'"localhost"'g;\
s'!!DB_PORT!!'""'g;\
s'!!DB_RT_PASS!!'"rt_pass"'g;\
s'!!DB_RT_USER!!'"rt_user"'g;\
s'!!DB_DATABASE!!'"rt2"'g;\
s'!!MASON_HTML_PATH!!'"/opt/rt2/WebRT/html"'g;\
s'!!MASON_LOCAL_HTML_PATH!!'"/opt/rt2/local/WebRT/html"'g;\
s'!!MASON_SESSION_PATH!!'"/opt/rt2/WebRT/sessiondata"'g;\
s'!!MASON_DATA_PATH!!'"/opt/rt2/WebRT/data"'g;\
s'!!RT_LOG_PATH!!'"/tmp"'g;\
s'!!RT_VERSION!!'"2.0.9"'g;\
" file://opt/rt2/etc/config.pm
[ -d file://opt/rt2/lib ] || mkdir file://opt/rt2/lib
chown -R root file://opt/rt2/lib
chgrp -R bin file://opt/rt2/lib
chmod -R 0755 file://opt/rt2/lib
( cd ./lib; \
  /usr/bin/perl Makefile.PL INSTALLSITELIB=//opt/rt2/lib \
                      INSTALLMAN1DIR=//opt/rt2/man/man1 \
                      INSTALLMAN3DIR=//opt/rt2/man/man3 \
    && make \
    && make test \
    && /usr/bin/perl -p -i -e " s'!!RT_VERSION!!'2.0.9'g;" blib/lib/RT.pm ;\
    make install \
                   INSTALLSITEMAN1DIR=//opt/rt2/man/man1 \
                   INSTALLSITEMAN3DIR=//opt/rt2/man/man3 \
)
Writing Makefile for RT
make[1]: Entering directory `/home/olaf/rt/rt-2-0-9/lib'
Manifying blib/man3/RT::Links.3pm
Manifying blib/man3/RT::Watchers.3pm
Manifying blib/man3/RT::Group.3pm
Manifying blib/man3/RT::Keyword.3pm
Manifying blib/man3/RT::Record.3pm
Manifying blib/man3/RT::ScripConditions.3pm
Manifying blib/man3/RT::Action::Generic.3pm
Manifying blib/man3/RT::Transaction.3pm
Manifying blib/man3/RT::Interface::Email.3pm
Manifying blib/man3/RT::Link.3pm
Manifying blib/man3/RT.3pm
Manifying blib/man3/RT::Watcher.3pm
Manifying blib/man3/RT::ObjectKeywords.3pm
Manifying blib/man3/RT::EasySearch.3pm
Manifying blib/man3/RT::ScripActions.3pm
Manifying blib/man3/RT::Scrip.3pm
Manifying blib/man3/RT::GroupMembers.3pm
Manifying blib/man3/RT::Action::SendPasswordEmail.3pm
Manifying blib/man3/RT::Transactions.3pm
Manifying blib/man3/RT::Scrips.3pm
Manifying blib/man3/RT::Action::SendEmail.3pm
Manifying blib/man3/RT::User.3pm
Manifying blib/man3/RT::ScripCondition.3pm
Manifying blib/man3/RT::Users.3pm
Manifying blib/man3/RT::Ticket.3pm
Manifying blib/man3/RT::ACE.3pm
Manifying blib/man3/RT::Queue.3pm
Manifying blib/man3/RT::Interface::CLI.3pm
Manifying blib/man3/RT::Tickets.3pm
Manifying blib/man3/RT::GroupMember.3pm
Manifying blib/man3/RT::Template.3pm
Manifying blib/man3/RT::Templates.3pm
Manifying blib/man3/RT::Queues.3pm
Manifying blib/man3/RT::Date.3pm
Manifying blib/man3/RT::CurrentUser.3pm
Manifying blib/man3/RT::ScripAction.3pm
Manifying blib/man3/RT::Keywords.3pm
Manifying blib/man3/RT::ObjectKeyword.3pm
Manifying blib/man3/RT::Attachment.3pm
Manifying blib/man3/RT::Groups.3pm
Manifying blib/man3/RT::KeywordSelect.3pm
Manifying blib/man3/RT::Condition::Generic.3pm
Manifying blib/man3/RT::Handle.3pm
Manifying blib/man3/RT::ACL.3pm
Manifying blib/man3/RT::Attachments.3pm
make[1]: Leaving directory `/home/olaf/rt/rt-2-0-9/lib'
make[1]: Entering directory `/home/olaf/rt/rt-2-0-9/lib'
PERL_DL_NONLAZY=1
/usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/lib/perl5/5.6.0/i386-linux -I/us
r/lib/perl5/5.6.0 test.pl
1..1
ok 1
make[1]: Leaving directory `/home/olaf/rt/rt-2-0-9/lib'
make[1]: Entering directory `/home/olaf/rt/rt-2-0-9/lib'
Manifying blib/man3/RT::Links.3pm
Skipping file://opt/rt2/lib/RT.pm (unchanged)
Skipping file://opt/rt2/lib/RT/KeywordSelects.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Links.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Watchers.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Group.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Keyword.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Record.pm (unchanged)
Skipping file://opt/rt2/lib/RT/ScripConditions.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Transaction.pm (unchanged)
Skipping file://opt/rt2/lib/RT/TestHarness.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Link.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Watcher.pm (unchanged)
Skipping file://opt/rt2/lib/RT/ObjectKeywords.pm (unchanged)
Skipping file://opt/rt2/lib/RT/EasySearch.pm (unchanged)
Skipping file://opt/rt2/lib/RT/ScripActions.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Scrip.pm (unchanged)
Skipping file://opt/rt2/lib/RT/GroupMembers.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Transactions.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Scrips.pm (unchanged)
Skipping file://opt/rt2/lib/RT/User.pm (unchanged)
Skipping file://opt/rt2/lib/RT/ScripCondition.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Users.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Ticket.pm (unchanged)
Skipping file://opt/rt2/lib/RT/ACE.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Queue.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Tickets.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Template.pm (unchanged)
Skipping file://opt/rt2/lib/RT/GroupMember.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Templates.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Queues.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Date.pm (unchanged)
Skipping file://opt/rt2/lib/RT/CurrentUser.pm (unchanged)
Skipping file://opt/rt2/lib/RT/ScripAction.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Keywords.pm (unchanged)
Skipping file://opt/rt2/lib/RT/ObjectKeyword.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Attachment.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Groups.pm (unchanged)
Skipping file://opt/rt2/lib/RT/KeywordSelect.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Handle.pm (unchanged)
Skipping file://opt/rt2/lib/RT/ACL.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Attachments.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Interface/Email.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Interface/CLI.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Interface/Web.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Condition/NewDependency.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Condition/StatusChange.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Condition/AnyTransaction.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Condition/Generic.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Action/Generic.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Action/OpenDependent.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Action/StallDependent.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Action/SendPasswordEmail.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Action/Notify.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Action/SendEmail.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Action/README.hackers (unchanged)
Skipping file://opt/rt2/lib/RT/Action/ResolveMembers.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Action/NotifyAsComment.pm (unchanged)
Skipping file://opt/rt2/lib/RT/Action/Autoreply.pm (unchanged)
Installing file://opt/rt2/man/man3/RT::Links.3pm
Installing file://opt/rt2/man/man3/RT::Watchers.3pm
Installing file://opt/rt2/man/man3/RT::Group.3pm
Installing file://opt/rt2/man/man3/RT::Keyword.3pm
Installing file://opt/rt2/man/man3/RT::Record.3pm
Installing file://opt/rt2/man/man3/RT::ScripConditions.3pm
Installing file://opt/rt2/man/man3/RT::Action::Generic.3pm
Installing file://opt/rt2/man/man3/RT::Transaction.3pm
Installing file://opt/rt2/man/man3/RT::Interface::Email.3pm
Installing file://opt/rt2/man/man3/RT::Link.3pm
Installing file://opt/rt2/man/man3/RT.3pm
Installing file://opt/rt2/man/man3/RT::Watcher.3pm
Installing file://opt/rt2/man/man3/RT::ObjectKeywords.3pm
Installing file://opt/rt2/man/man3/RT::EasySearch.3pm
Installing file://opt/rt2/man/man3/RT::ScripActions.3pm
Installing file://opt/rt2/man/man3/RT::Scrip.3pm
Installing file://opt/rt2/man/man3/RT::GroupMembers.3pm
Installing file://opt/rt2/man/man3/RT::Action::SendPasswordEmail.3pm
Installing file://opt/rt2/man/man3/RT::Transactions.3pm
Installing file://opt/rt2/man/man3/RT::Scrips.3pm
Installing file://opt/rt2/man/man3/RT::Action::SendEmail.3pm
Installing file://opt/rt2/man/man3/RT::User.3pm
Installing file://opt/rt2/man/man3/RT::ScripCondition.3pm
Installing file://opt/rt2/man/man3/RT::Users.3pm
Installing file://opt/rt2/man/man3/RT::Ticket.3pm
Installing file://opt/rt2/man/man3/RT::ACE.3pm
Installing file://opt/rt2/man/man3/RT::Queue.3pm
Installing file://opt/rt2/man/man3/RT::Interface::CLI.3pm
Installing file://opt/rt2/man/man3/RT::Tickets.3pm
Installing file://opt/rt2/man/man3/RT::GroupMember.3pm
Installing file://opt/rt2/man/man3/RT::Template.3pm
Installing file://opt/rt2/man/man3/RT::Templates.3pm
Installing file://opt/rt2/man/man3/RT::Queues.3pm
Installing file://opt/rt2/man/man3/RT::Date.3pm
Installing file://opt/rt2/man/man3/RT::CurrentUser.3pm
Installing file://opt/rt2/man/man3/RT::ScripAction.3pm
Installing file://opt/rt2/man/man3/RT::Keywords.3pm
Installing file://opt/rt2/man/man3/RT::ObjectKeyword.3pm
Installing file://opt/rt2/man/man3/RT::Attachment.3pm
Installing file://opt/rt2/man/man3/RT::Groups.3pm
Installing file://opt/rt2/man/man3/RT::KeywordSelect.3pm
Installing file://opt/rt2/man/man3/RT::Condition::Generic.3pm
Installing file://opt/rt2/man/man3/RT::Handle.3pm
Installing file://opt/rt2/man/man3/RT::ACL.3pm
Installing file://opt/rt2/man/man3/RT::Attachments.3pm
Writing file://opt/rt2/lib/auto/RT/.packlist
Appending installation info to /usr/lib/perl5/5.6.0/i386-linux/perllocal.pod
make[1]: Leaving directory `/home/olaf/rt/rt-2-0-9/lib'
cp -rp ./webrt/* file://opt/rt2/WebRT/html
cp -p ./bin/webmux.pl file://opt/rt2/bin/webmux.pl
cp -p ./bin/rt-mailgate file://opt/rt2/bin/rt-mailgate
cp -p ./bin/rtadmin file://opt/rt2/bin/rtadmin
cp -p ./bin/rt file://opt/rt2/bin/rt
cp -p ./bin/mason_handler.fcgi file://opt/rt2/bin/mason_handler.fcgi
cp -p ./bin/mason_handler.scgi file://opt/rt2/bin/mason_handler.scgi
/usr/bin/perl -p -i -e "s'!!RT_PATH!!'"/opt/rt2"'g;\
                        s'!!PERL!!'"/usr/bin/perl"'g;\
                        s'!!RT_VERSION!!'"2.0.9"'g;\
                        s'!!RT_ETC_PATH!!'"/opt/rt2/etc"'g;\
                        s'!!RT_LIB_PATH!!'"/opt/rt2/lib"'g;"\
        file://opt/rt2/bin/webmux.pl \
        file://opt/rt2/bin/mason_handler.fcgi \
        file://opt/rt2/bin/mason_handler.scgi \
        file://opt/rt2/bin/rt \
        file://opt/rt2/bin/rtadmin \
        file://opt/rt2/bin/rt-mailgate
# Make the libraries readable
chmod -R 0755 file://opt/rt2
chown -R root file://opt/rt2/lib
chgrp -R bin file://opt/rt2/lib
chown -R root file://opt/rt2/bin
chgrp -R rt file://opt/rt2/bin
chmod 0755 file://opt/rt2/bin
chmod 0755 file://opt/rt2/bin
chmod 0755 file://opt/rt2/etc
chmod 0500 file://opt/rt2/etc/*
#TODO: the config file should probably be able to have its
# owner set seperately from the binaries.
chown -R root file://opt/rt2/etc
chgrp -R rt file://opt/rt2/etc
chmod 0550 file://opt/rt2/etc/config.pm
# Make the interfaces executable and setgid rt
chown root file://opt/rt2/bin/rt-mailgate \
                file://opt/rt2/bin/mason_handler.fcgi \
                file://opt/rt2/bin/mason_handler.scgi \
                file://opt/rt2/bin/rt \
                file://opt/rt2/bin/rtadmin
chgrp rt file://opt/rt2/bin/rt-mailgate \
                file://opt/rt2/bin/mason_handler.fcgi \
                file://opt/rt2/bin/mason_handler.scgi \
                file://opt/rt2/bin/rt \
                file://opt/rt2/bin/rtadmin
chmod 0755      file://opt/rt2/bin/rt-mailgate \
                file://opt/rt2/bin/mason_handler.fcgi \
                file://opt/rt2/bin/mason_handler.scgi \
                file://opt/rt2/bin/rt \
                file://opt/rt2/bin/rtadmin
chmod g+s       file://opt/rt2/bin/rt-mailgate \
                file://opt/rt2/bin/mason_handler.fcgi \
                file://opt/rt2/bin/mason_handler.scgi \
                file://opt/rt2/bin/rt \
                file://opt/rt2/bin/rtadmin
# Make the web ui readable by all.
chmod -R  u+rwX,go-w,go+rX      file://opt/rt2/WebRT/html \
                                file://opt/rt2/local/WebRT/html
chown -R root   file://opt/rt2/WebRT/html \
                        file://opt/rt2/local/WebRT/html
chgrp -R bin    file://opt/rt2/WebRT/html \
                        file://opt/rt2/local/WebRT/html
# Make the web ui's data dir writable
chmod 0770      file://opt/rt2/WebRT/data \
                file://opt/rt2/WebRT/sessiondata
chown -R nobody         file://opt/rt2/WebRT/data \
                        file://opt/rt2/WebRT/sessiondata
chgrp -R rt     file://opt/rt2/WebRT/data \
                        file://opt/rt2/WebRT/sessiondata
cp -rp ./tools/insertdata \
         file://opt/rt2/etc
/usr/bin/perl -p -i -e " s'!!RT_ETC_PATH!!'/opt/rt2/etc'g;\
                   s'!!RT_LIB_PATH!!'/opt/rt2/lib'g;"\
        file://opt/rt2/etc/insertdata
/usr/bin/perl /opt/rt2/etc/insertdata
DBI->connect(dbname=rt2;host=localhost) failed: connectDBStart() --
connect() failed: Connection refused at
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Handle.pm line 121
Connect Failed connectDBStart() -- connect() failed: Connection refused
 at /opt/rt2/etc/insertdata line 26
make: *** [insert] Error 255






From charl at infosat.net  Mon Dec 31 09:03:31 2001
From: charl at infosat.net (Charl Matthee)
Date: Mon, 31 Dec 2001 16:03:31 +0200
Subject: [charl@infosat.net: [rt-users] Mangling support addresses]
Message-ID: <20011231140331.GB11649@charl.mailgate.net>

Hi all,

My last post went unanswered. If I am asking a common question please feel
free to point out the error of my ways.


Ciao

Charl
__________________________________________________________________________

       I don't suffer from insanity, I enjoy every minute of it.
__________________________________________________________________________

      [ Charl Matthee ]                             [ +27-11-721-3800 ]
      [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]
__________________________________________________________________________
-------------- next part --------------
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From: Charl Matthee <charl at infosat.net>
Subject: [rt-users] Mangling support addresses
Date: Thu, 27 Dec 2001 16:10:07 +0200
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From jesse at bestpractical.com  Mon Dec 31 11:29:59 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 31 Dec 2001 11:29:59 -0500
Subject: [charl@infosat.net: [rt-users] Mangling support addresses]
In-Reply-To: <20011231140331.GB11649@charl.mailgate.net>; from charl@infosat.net on Mon, Dec 31, 2001 at 04:03:31PM +0200
References: <20011231140331.GB11649@charl.mailgate.net>
Message-ID: <20011231112959.V10604@pallas.fsck.com>

In what ways does RT 2.0's default behaviour not meet your needs?


On Mon, Dec 31, 2001 at 04:03:31PM +0200, Charl Matthee wrote:
> Hi all,
> 
> My last post went unanswered. If I am asking a common question please feel
> free to point out the error of my ways.
> 
> 
> Ciao
> 
> Charl
> __________________________________________________________________________
> 
>        I don't suffer from insanity, I enjoy every minute of it.
> __________________________________________________________________________
> 
>       [ Charl Matthee ]                             [ +27-11-721-3800 ]
>       [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]
> __________________________________________________________________________

> Envelope-to: charl at charl.mailgate.net
> Date: Thu, 27 Dec 2001 16:10:07 +0200
> From: Charl Matthee <charl at infosat.net>
> To: RT Users <rt-users at lists.fsck.com>
> User-Agent: Mutt/1.3.24i
> Subject: [rt-users] Mangling support addresses
> List-Id: For users of RT: Request Tracker <rt-users.lists.fsck.com>
> 
> Hi,
> 
> Is it possible (in RT2) to set up the following scenario:
> 
> - User sends a support request via email to support at domain,
> - A new ticket is created and the user is sent a template reply.
> - A support user picks the ticket up and corresponds with the user via RT.
> - The reply address of the correspondence always stays support at domain
> 	(never divulging the actual RT user corresponding to the request).
> 
> The last step is the only one I am uncertain RT2 supports as-is (or with
> some changes). We run RT1.x and needed to write an address mangling script
> that plugs into our MTA to be able to mangle the addresses correctly.
> 
> We essentially have several support queues that are bound to different
> domains. Company policy dictates that correspondence with an outside party
> must take place via the support at domain role account.
> 
> Can one do this easier in RT2 natively?
> 
> 
> Ciao
> 
> Charl
> __________________________________________________________________________
> 
>        I don't suffer from insanity, I enjoy every minute of it.
> __________________________________________________________________________
> 
>       [ Charl Matthee ]                             [ +27-11-721-3800 ]
>       [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]
> __________________________________________________________________________
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users


-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From teo.dehesselle at uts.edu.au  Mon Dec 31 19:40:35 2001
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Tue, 1 Jan 2002 11:40:35 +1100
Subject: [charl@infosat.net: [rt-users] Mangling support addresses]
In-Reply-To: <20011231140331.GB11649@charl.mailgate.net>; from charl@infosat.net on Mon, Dec 31, 2001 at 04:03:31PM +0200
References: <20011231140331.GB11649@charl.mailgate.net>
Message-ID: <20020101114035.A25245@preto.scorpion.yi.org>

On Mon, Dec 31, 2001 at 04:03:31PM +0200, Charl Matthee wrote:

> We essentially have several support queues that are bound to different
> domains. Company policy dictates that correspondence with an outside party
> must take place via the support at domain role account.
> 
> Can one do this easier in RT2 natively?

Someone else will have to comment on what will happen to RT when it gets
a reply to ticket #n in queue B, and support at domain actually routes into
"--action correspond --queue A"...

Have you considered doing this in the MTA instead? Personally I have postfix
rigged to translate tdehesse at laptop.dept.org.edu.au into the 'official'
firstname.lastname at org.edu.au address... This could definitely solve your
problem, and doesn't require any RT hacking.

Postfix config available on request.

Of course, I also use 'sed' as our RT mailer - but that's a whole 'nother
story...

-- 
Teo de Hesselle,                                       Mary had a little lamb.
                                                      She shot it in the head.
Unix Systems Administrator,                     Now it goes to school with her
University of Technology, Sydney.                   Between two bits of bread.