From jamiec at ewinexchange.com.au Tue Jan 2 00:51:34 2001 From: jamiec at ewinexchange.com.au (Jamie Crookes) Date: Tue, 2 Jan 2001 16:21:34 +1030 Subject: [rt-users] Attachments sent to RT Message-ID: Hello All, We had a user send us a request through. All fine! She included an attachment which appeared in the message body and not as a separate attachment when it was forwarded to the users in our group. Is there any way to rectify this. Can RT handle attachments properly? Thanks. Jamie. Jamie Crookes E-Mail: jamiec at ewinexchange.com.au Web: http://www.ewinexchange.com.au From jesse at fsck.com Tue Jan 2 01:11:51 2001 From: jesse at fsck.com (Jesse) Date: Tue, 2 Jan 2001 01:11:51 -0500 Subject: [rt-users] Attachments sent to RT In-Reply-To: ; from jamiec@ewinexchange.com.au on Tue, Jan 02, 2001 at 04:21:34PM +1030 References: Message-ID: <20010102011151.O14241@pallas.fsck.com> you want stripmime from ftp://ftp.fsck.com/pub/rt/contrib On Tue, Jan 02, 2001 at 04:21:34PM +1030, Jamie Crookes wrote: > Hello All, > > We had a user send us a request through. All fine! She included an > attachment which appeared in the message body and not as a separate > attachment when it was forwarded to the users in our group. Is there any way > to rectify this. > > Can RT handle attachments properly? > > Thanks. Jamie. > > > Jamie Crookes > E-Mail: jamiec at ewinexchange.com.au > Web: http://www.ewinexchange.com.au > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 "It's buried in the desert, got sand in it, melts Nazis. You know, the Ark of the Covenant" -- siva From marc at inuzite.com Tue Jan 2 10:28:32 2001 From: marc at inuzite.com (Marc Villeneuve) Date: Tue, 2 Jan 2001 10:28:32 -0500 Subject: [rt-users] Virtual server RT ... Message-ID: <003501c074d0$abdfbbc0$2100000a@marc> Hi everyone! Has anyone tried to install RT in a Apache virtual setup? I have looked in the code, and all the paths to code, templates etc are hard coded and not relative to either user root paths, to a main config path or an Apache ENV variable. I intend to propose RT as part of a package of services to customers, but the only simple way to do that right now, is for every customer to have their own machine, which is costly. Right now I am considering going for a VMware type of solution instead of chrooted user environment since I am only installing this stuff and not maintaining it afterward, simpler is better. Any idea on the subject, would be greatly appreciated. Sincerely, Marc Villeneuve -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at fsck.com Tue Jan 2 12:10:51 2001 From: jesse at fsck.com (Jesse) Date: Tue, 2 Jan 2001 12:10:51 -0500 Subject: [rt-users] Virtual server RT ... In-Reply-To: <003501c074d0$abdfbbc0$2100000a@marc>; from marc@inuzite.com on Tue, Jan 02, 2001 at 10:28:32AM -0500 References: <003501c074d0$abdfbbc0$2100000a@marc> Message-ID: <20010102121051.D14241@pallas.fsck.com> If every virtual server points to a different rt instance's cgi directory, it should be just fine. I routinely run 4 or 5 instances on one box. -j On Tue, Jan 02, 2001 at 10:28:32AM -0500, Marc Villeneuve wrote: > Hi everyone! > > Has anyone tried to install RT in a Apache virtual setup? > > I have looked in the code, and all the paths to code, templates etc are hard coded and not relative to either user root paths, to a main config path or an Apache ENV variable. > > I intend to propose RT as part of a package of services to customers, but the only simple way to do that right now, is for every customer to have their own machine, which is costly. > > Right now I am considering going for a VMware type of solution instead of chrooted user environment since I am only installing this stuff and not maintaining it afterward, simpler is better. > > > Any idea on the subject, would be greatly appreciated. > > Sincerely, > > Marc Villeneuve -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 Any e-mail sent to the SLA will immediately become the intellectual property of the SLA and the author of said message will enter into a period of indentured servitude which will last for a period of time no less than seven years. From eok at e-merge.ie Tue Jan 2 12:17:08 2001 From: eok at e-merge.ie (eOk) Date: Tue, 2 Jan 2001 17:17:08 -0000 Subject: [rt-users] Installing 1.3.29 In-Reply-To: <3A2FB3B6.87C97E64@summithq.fr> Message-ID: When trying out new rt the following error occur Creating mysql database rt2. DBI->connect(dbname=;host=localhost) failed: No Database Selected at /usr/lib/perl5/site_perl/5.005/DBIx/DataSource/Driver.pm line 74 No Database Selected at /usr/lib/perl5/site_perl/5.005/DBIx/DataSource/Driver.pm line 74, chunk 2. it doesnt seem to be passing a dbname variable ? any clues ? Eok From jesse at fsck.com Tue Jan 2 13:01:01 2001 From: jesse at fsck.com (Jesse) Date: Tue, 2 Jan 2001 13:01:01 -0500 Subject: [rt-users] Installing 1.3.29 In-Reply-To: ; from eok@e-merge.ie on Tue, Jan 02, 2001 at 05:17:08PM -0000 References: <3A2FB3B6.87C97E64@summithq.fr> Message-ID: <20010102130101.I14241@pallas.fsck.com> [followups to rt-devel, where the 1.3 series is best talked about] What version of Mysql and DBD::Mysql are you running? Have your run bin/testdeps -fix lately? -j On Tue, Jan 02, 2001 at 05:17:08PM -0000, eOk wrote: > When trying out new rt > > the following error occur > > Creating mysql database rt2. > DBI->connect(dbname=;host=localhost) failed: No Database Selected at > /usr/lib/perl5/site_perl/5.005/DBIx/DataSource/Driver.pm line 74 > No Database Selected at > /usr/lib/perl5/site_perl/5.005/DBIx/DataSource/Driver.pm line 74, > chunk 2. > > it doesnt seem to be passing a dbname variable ? > > any clues ? > > Eok > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 "If IBM _wanted_ to make clones, we could make them cheaper and faster than anyone else!" - An IBM Rep. visiting Vassar College's Comp Sci Department. From rmcduffee at virsage.com Tue Jan 2 16:37:19 2001 From: rmcduffee at virsage.com (Robert McDuffee) Date: Tue, 2 Jan 2001 14:37:19 -0700 Subject: [rt-users] More MySql troubles In-Reply-To: <002001c071ad$42519e60$0e01a8c0@virsage.com> Message-ID: <000401c07504$2f922600$0e01a8c0@virsage.com> The problem weas in the security of the /var/lib/mysql directory and not the mysql.sock file. I fixed that with a chmod 775 and all is well. -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Robert McDuffee Sent: Friday, December 29, 2000 8:38 AM To: 'Brandon S. Allbery KF8NH'; rt-users at lists.fsck.com Subject: RE: [rt-users] More MySql troubles Thanks for the idea. I agree with your prognosis. However, your fix did not do it. Any other (extended) ideas? -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Brandon S. Allbery KF8NH Sent: Thursday, December 28, 2000 4:34 PM To: rmcduffee at virsage.com; rt-users at lists.fsck.com Subject: Re: [rt-users] More MySql troubles On Thursday, December 28, 2000 04:23:12 PM -0700, Robert McDuffee wrote: +----- | I have done some more work on my connection issues and found that I cannot | connect to the database (any of them) when logged in to the system as | anyone other than root. Below is an example of the error I get when | logging in as 'bob'. | | [bob at support1 bob]$ mysqladmin -u root status | mysqladmin: connect to server at 'localhost' failed | error: 'Can't connect to local MySQL server through socket | '/var/lib/mysql/mysql | sock' (111)' | Check that mysqld is running and that the socket: | '/var/lib/mysql/mysql.sock' ex | ists! +--->8 Sounds to me like /var/lib/mysql is only accessible by root. You should probably chmod o+rx it. -- 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] _______________________________________________ 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 jamiec at ewinexchange.com.au Tue Jan 2 20:45:56 2001 From: jamiec at ewinexchange.com.au (Jamie Crookes) Date: Wed, 3 Jan 2001 12:15:56 +1030 Subject: [rt-users] Problems with stripmime Message-ID: Hi There, Stripmime is installed, with all the libraries it needs. When sending mail to our support address it gets bounced with the following error: ----- The following addresses had permanent fatal errors ----- "|/opt/rt/bin/stripmime ewinexchange-support correspond" (expanded from: ) ----- Transcript of session follows ----- mkdir: Permission denied at /etc/smrsh/stripmime line 67. 554 "|/opt/rt/bin/stripmime ewinexchange-support correspond"... unknown mailer error 13 I set the owner of the stripmime dir to daemon. No joy. Can anyone help?? Jamie Crookes E-Mail: jamiec at ewinexchange.com.au Web: http://www.ewinexchange.com.au From stephen at acgroup.ucsc.edu Tue Jan 2 20:58:21 2001 From: stephen at acgroup.ucsc.edu (stephen at acgroup.ucsc.edu) Date: Tue, 2 Jan 2001 17:58:21 -0800 (PST) Subject: [rt-users] Problems with stripmime In-Reply-To: Message-ID: Seems like it should be owner/group the same as your rt system On Wed, 3 Jan 2001, Jamie Crookes wrote: > > Hi There, > > Stripmime is installed, with all the libraries it needs. When sending mail > to our support address it gets bounced with the following error: > > ----- The following addresses had permanent fatal errors ----- > "|/opt/rt/bin/stripmime ewinexchange-support correspond" > (expanded from: ) > > ----- Transcript of session follows ----- > mkdir: Permission denied at /etc/smrsh/stripmime line 67. > 554 "|/opt/rt/bin/stripmime ewinexchange-support correspond"... unknown > mailer error 13 > > I set the owner of the stripmime dir to daemon. No joy. Can anyone help?? > > Jamie Crookes > E-Mail: jamiec at ewinexchange.com.au > Web: http://www.ewinexchange.com.au > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From stefan at omega.ailab.sztaki.hu Wed Jan 3 17:30:51 2001 From: stefan at omega.ailab.sztaki.hu (Stefan Peter) Date: Wed, 3 Jan 2001 14:30:51 -0800 (PST) Subject: [rt-users] (no subject) Message-ID: Hi All, Using Request Tracker, is it possible to customize "request settings"? I mean, when I click ob the "Create request" button, I would like to deal with a more sophisticated problem description form, than the default holding "queue", "status", "priority", ... , "subject", "contents" fields. I would like to split the "contents" area to more sub-fields. Cheers, Peter Stefan From jesse at fsck.com Wed Jan 3 23:20:23 2001 From: jesse at fsck.com (Jesse) Date: Wed, 3 Jan 2001 23:20:23 -0500 Subject: [rt-users] [rt-announce] RT 1.3.30 released Message-ID: <20010103232023.H14241@pallas.fsck.com> RT 1.3.30 and DBIx-SearchBuilder 0.15 have been released. The DBIx-SearchBuilder release adds even yet still more documentation and a bit of code cleanup. RT 1.3.30 adds: the functionality of rtq in the new integrated 'rt' commandline tool. A more complete 'user mode' web tool. a bunch of UI work on the web ui (we've now got colors and _faster_ ui) Searching on keywords (from ivan) If 1.3.29 gave you trouble, please try 1.3.30 and report back. Jesse -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 I think co-ordinating 1000 prima donnas living all over the world will be as easy as herding cats..." -- Andy Tanenbaum on the linux development model, 1992 _______________________________________________ Rt-announce mailing list Rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From kimura at ctc.ad.jp Thu Jan 4 00:39:50 2001 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Thu, 04 Jan 2001 14:39:50 +0900 Subject: [rt-users] set due date Message-ID: <20010104143545.2FAD.KIMURA@ctc.ad.jp> Hello All, I am still checking the activity of rt with ver 1.0.6 and today I found a strange thing. When I tried to open a request via Web interface setting a due date as end of this month, the request is opened correctly but the due date was not set. Is this the current specification or another bug? Regards, Kazu From a.petralli at arpanet.ch Thu Jan 4 09:00:43 2001 From: a.petralli at arpanet.ch (Andres Petralli) Date: Thu, 4 Jan 2001 15:00:43 +0100 Subject: [rt-users] stripmime and mail headers Message-ID: Hi everyone I just installed RT on one of our systems. I must say, that I'm really surprised how good the software is, but for a few points, to which you can surely give me a good solution to. First: Our e-mail conversation is mostly in German what leads to some garbage in the e-mails we write because of special iso characters like ? ? ? . I saw that stripmime app on the contrib site, which should be supposed to solve this problem. I tried to install it, but was not successful. I followed the instructions in the app, but I'm not sure how to configure those vars in stripmime. Could somebody give me a short explanation that goes a little further than the comments in the app? Maybe some examples would be fine too. Second: We really don't need to see every header of the mail a requestor has sent when looking at the e-mails or at the webui. Is there some way to replace %trans:content% with something less heavy? I hope you all had nice holidays! Sincerely, Andres Petralli - Arpanet AG -- Andres Petralli, Arpanet AG Steinengraben 18, 4002 Basel, Switzerland Tel: +41 (0)61 276 96 60, Fax: +41 (0)61 276 96 66 http://www.arpanet.ch/ PGP: B337 9D8E B95B CAA0 0C4E F2D5 E791 DB2E EB8F 530E From Rich.West at divatv.com Thu Jan 4 09:54:30 2001 From: Rich.West at divatv.com (Rich West) Date: Thu, 04 Jan 2001 09:54:30 -0500 Subject: [rt-users] stripmime and mail headers References: Message-ID: <3A548EA6.3B939600@divatv.com> Hrmm.. we need an RT FAQ. :) The issue about the headers is one that comes up often. It's one of the most popular configuration changes that is done, but it does not have a config file attribute or anything via the RT-admin interface. You have to go into the code and edit the file: lib/rt/ui/web/manipulate.pm Look around line 778, for a line with the contents of: &rt::ui::web::print_transaction('none','received',$rt::req[$serial_num]{'trans'}[$temp]{'content'}); Notice the first argument which is passed to the routine.. it's "none". The default is something else that I can't seem to recall right this moment, but that default makes it so that you see all of the headers. Changing it to "none" hides all of the header information from the ticket display. -Rich > Second: We really don't need to see every header of the mail a requestor > has sent when looking at the e-mails or at the webui. Is there some way > to replace %trans:content% with something less heavy? > > I hope you all had nice holidays! > > Sincerely, > > Andres Petralli - Arpanet AG > > -- > Andres Petralli, Arpanet AG > Steinengraben 18, 4002 Basel, Switzerland > Tel: +41 (0)61 276 96 60, Fax: +41 (0)61 276 96 66 > http://www.arpanet.ch/ > PGP: B337 9D8E B95B CAA0 0C4E F2D5 E791 DB2E EB8F 530E > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Richard West mailto:richard.west at divatv.com Sr. Systems Administrator Diva - Princeton, NJ http://www.divatv.com From grberry at home.com Thu Jan 4 23:04:36 2001 From: grberry at home.com (Gary Berry) Date: Thu, 4 Jan 2001 20:04:36 -0800 Subject: [rt-users] RT-1.3.30 Install Message-ID: <000a01c076cc$9eb45c00$0300a8c0@mshome.net> I am having some difficulty installing the new version of RT, I am using Mandrake 7.2 with all of the latest versions of Apache etc. In the README file it describes how to set up the httpd.conf. In the distrubution that I use, if I put the Virtual Server code into the httpd.conf and try to restart Apache I get errors about the PerlHandler not being a recoginized command. It gives me this error three times and then crashes. In Mandrake the layout of the http/conf/ directory is something like this /conf /vhosts/ /something else/ httpd.conf httpd_perl.conf (a couple of others) In the /vhosts directory I find vhosts.conf and a couple of other files. I have tried to find the particular areas in the three most prominent files to place the commands but nothing seems to work correclty. I would be interested in knowing what distribution Jesse is using to create the RT program and if it makes a difference in how the RT program will work. Please note that I have successfully set up RT 1.0.6 and it works like a charm, after much hair pulling to get things right. Maybe I just need to pull some more hair and things will fit into place. Any Ideas -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.petralli at arpanet.ch Fri Jan 5 08:31:42 2001 From: a.petralli at arpanet.ch (Andres Petralli) Date: Fri, 5 Jan 2001 14:31:42 +0100 Subject: AW: [rt-users] stripmime and mail headers Message-ID: Well, I got some answers, but none of them were successful for my first problem. Maybe somebody knows more? By the way, we use Sendmail for mail-delivery. Thanks again > -----Urspr?ngliche Nachricht----- > Von: Andres Petralli > Gesendet: Donnerstag, 4. Januar 2001 15:01 > An: rt-users at lists.fsck.com > Betreff: [rt-users] stripmime and mail headers > > > Hi everyone > I just installed RT on one of our systems. I must say, that I'm really > surprised how good the software is, but for a few points, to which you > can surely give me a good solution to. > > First: Our e-mail conversation is mostly in German what leads to some > garbage in the e-mails we write because of special iso > characters like ? > ? ? . I saw that stripmime app on the contrib site, which should be > supposed to solve this problem. I tried to install it, but was not > successful. I followed the instructions in the app, but I'm > not sure how > to configure those vars in stripmime. Could somebody give me a short > explanation that goes a little further than the comments in the app? > Maybe some examples would be fine too. > > Second: We really don't need to see every header of the mail > a requestor > has sent when looking at the e-mails or at the webui. Is > there some way > to replace %trans:content% with something less heavy? > > I hope you all had nice holidays! > > Sincerely, > > Andres Petralli - Arpanet AG > > > -- > Andres Petralli, Arpanet AG > Steinengraben 18, 4002 Basel, Switzerland > Tel: +41 (0)61 276 96 60, Fax: +41 (0)61 276 96 66 > http://www.arpanet.ch/ > PGP: B337 9D8E B95B CAA0 0C4E F2D5 E791 DB2E EB8F 530E > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From RequestTracker at rfsd.k12.co.us Fri Jan 5 11:52:45 2001 From: RequestTracker at rfsd.k12.co.us (RequestTracker) Date: Fri, 05 Jan 2001 09:52:45 -0700 Subject: [rt-users] I can't figure this out... Message-ID: I have been pulling my hair out on this and just can't seem to figure it out... Using RT version1.0.6 on Linux Using fetchmail to get mail (sending works fine) PROBLEM: All that shows up when running fetchmail is the headers If I run: fetchmail -m "/home/rt/bin/rt-mailgate test correspond" as root then the message body shows up in the ticket the .fetchmailrc says the same stuff, ie, --------------------- poll smtp.rtsd.k12.co.us with proto auto user "rt-test" password "******" mda "/home/rt/bin/rt-mailgate test correspond" --------------------- Adding tickets from the web interface works properly I did a: fetchmail -k -m cat and the message body showed up, so fetchmail is getting the body But, I added: print "\n-----------------\nContent from stdin is: $content\n"; the the manipulate.pm file right after the call to read_mail_from_stdin() and the body isn't there (so, I don't think it is RT per se) I think it may be a permissions problem... I've run fixperms to no avail I'd really, really, really (really!) appreciate any help. TIA Phillip W. Upton Technology Director Roaring Fork School District P.S. I've got a "production" machine running Mandrake 7.1 and a "test" machine running RH6 all info is for both/either environments, and I started w/ 1.0.5 and have done an upgrade-noclobber and a regular upgrade in attempts to track down this problem. From brb7790 at cs.rit.edu Fri Jan 5 15:37:41 2001 From: brb7790 at cs.rit.edu (Brian Bonner) Date: Fri, 5 Jan 2001 15:37:41 -0500 (EST) Subject: [rt-users] mod_mime_magic problem? Message-ID: Does RT have a problem with mod_mime_magic or something? I'm having this error.. Permission denied: mod_mime_magic: can't read `/opt/rt/bin/cgi/webrt.cgi' this happens when I try to create a request in webrt.cgi.. anybody experiened something similar to this? would appreciate some help in getting rid of this problem.. Brian Bonner From phillup at rfsd.k12.co.us Thu Jan 4 19:00:06 2001 From: phillup at rfsd.k12.co.us (Phillip W. Upton) Date: Thu, 04 Jan 2001 17:00:06 -0700 Subject: [rt-users] I just can't figure it out... Message-ID: I have been pulling my hair out on this and just can't seem to figure it out... Using RT version1.0.6 on Linux Using fetchmail to get mail (sending works fine) PROBLEM: All that shows up when running fetchmail is the headers If I run: fetchmail -m "/home/rt/bin/rt-mailgate test correspond" as root then the message body shows up in the ticket the .fetchmailrc says the same stuff, ie, --------------------- poll smtp.rtsd.k12.co.us with proto auto user "rt-test" password "******" mda "/home/rt/bin/rt-mailgate test correspond" --------------------- Adding tickets from the web interface works properly I did a: fetchmail -k -m cat and the message body showed up, so fetchmail is getting the body But, I added: print "\n-----------------\nContent from stdin is: $content\n"; the the manipulate.pm file right after the call to read_mail_from_stdin() and the body isn't there (so, I don't think it is RT per se) I think it may be a permissions problem... I've run fixperms to no avail I'd really, really, really (really!) appreciate any help. TIA Phillip W. Upton Technology Director Roaring Fork School District P.S. I've got a "production" machine running Mandrake 7.1 and a "test" machine running RH6 all info is for both/either environments, and I started w/ 1.0.5 and have done an upgrade-noclobber and a regular upgrade in attempts to track down this problem. From gary at technicalabuse.com Fri Jan 5 20:02:19 2001 From: gary at technicalabuse.com (Gary Brown) Date: Fri, 5 Jan 2001 17:02:19 -0800 Subject: [rt-users] Question regarding 2 seperate RT instances. Message-ID: <000c01c0777c$5265d7b0$243e7318@irish> Has anyone merged 2 seperate RT support systems into one. If so is this documented. Thank You Gary Brown -------------- next part -------------- An HTML attachment was scrubbed... URL: From temple at is.asu.edu Sun Jan 7 00:14:05 2001 From: temple at is.asu.edu (temple at is.asu.edu) Date: Sat, 6 Jan 2001 22:14:05 -0700 (MST) Subject: [rt-users] permission to creat request Message-ID: I have installed the latest version of rt on a fresh RedHat 6.2. I have created a queue called testq and a made myself a user and made that user an admin of the queue. I have also checked the 'Allow non-members to create requests" yet, I cannot submit e-mail to create a request from a non-member or member account. Both result in the e-mail response below. I can submit Mail commands to validate myself and cuase an action. This results in first an error message like the one below in the first e-mail response from the system, then an email responding to the commands I sent. For some reason rt sees everyone as a non-member and ignores the 'Allow non-members' setting. the alias seems to be correct: testq: |"/usr2/rt/bin/rt-mailgate general correspond" The only thing I can think of is an install issue. I installed php4/mod-perl/mysql/mysql.pm/msql-mysql etc. from rpm. Everything else is working well and I can create requests via the web interface. I have dug completely through the docs, and every one the rt mailling lists. I have found several requests for help on this or similar issues going back to earlier versions of rt,but no solution. I have also seen requests to add some notes on this problem to the FAQ, but the FAQ is not updated. Please advise. -Temple ---------- Forwarded message ---------- Date: Sat, 6 Jan 2001 23:19:42 -0700 From: Request Tracker To: temple at is.asu.edu Subject: [it-is #0] (_rt_system) RT Error: test There has been an error: There has been an error with your request: You don't have permission to create requests in this queue. Either you're not a queue member or non-members aren't allowed to create requests in this queue. Your message is reproduced below: the test --- Headers Follow --- >From temple at is.asu.edu Sat Jan 6 23:19:42 2001 Received: from is.asu.edu (is.asu.edu [149.169.200.11]) by darma.is.asu.edu (8.9.3/8.8.7) with ESMTP id XAA03329 for ; Sat, 6 Jan 2001 23:19:42 -0700 From: temple at is.asu.edu Received: from localhost (temple at localhost) by is.asu.edu (8.9.3/8.9.3) with ESMTP id VAA12142 for ; Sat, 6 Jan 2001 21:50:53 -0700 Date: Sat, 6 Jan 2001 21:50:53 -0700 (MST) To: testq at darma.is.asu.edu Subject: test Message-ID: MIME-Version: 1.0 Content-Type: text/plain; charset=us-ascii -------------------------------------------- Managed by Request Tracker From jesse at fsck.com Sun Jan 7 02:27:33 2001 From: jesse at fsck.com (Jesse) Date: Sun, 7 Jan 2001 02:27:33 -0500 Subject: [fwd] Re: [rt-users] permission to creat request (from: jesse@fsck.com) Message-ID: <20010107022733.A14241@pallas.fsck.com> On Sat, Jan 06, 2001 at 10:14:05PM -0700, temple at is.asu.edu wrote: > > the alias seems to be correct: > > testq: |"/usr2/rt/bin/rt-mailgate general correspond" > is your queue named 'testq' or 'general'. If it's named 'testq', you'll need to change the word 'general' in the example.... -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 A REAL sysadmin challenge is "resurrect five dead mailserver while so ripped to the gills on mdma that you can't focus on any given line of text for more than 10 seconds continuously." -Nathan Mehl From sumithail4 at yahoo.com Mon Jan 8 06:50:59 2001 From: sumithail4 at yahoo.com (Sumith Ail) Date: Mon, 8 Jan 2001 03:50:59 -0800 (PST) Subject: [rt-users] Change From Name Message-ID: <20010108115059.19740.qmail@web5502.mail.yahoo.com> Hello All, I have just started using RT and I think its a wonderful package. I completed the installation without much problems. My Questions now are... 1. How to change the Real Name which is sent to a queue Requestor. By Default the Real Name sent is "Request Tracker" 2. Also is is possible to change the Real Name of the responce sent by queue member. By default this is "MemberName via RT" Thanks in advance. Regards, Sumith __________________________________________________ Do You Yahoo!? Yahoo! Photos - Share your holiday photos online! http://photos.yahoo.com/ From sumithail4 at yahoo.com Mon Jan 8 06:51:15 2001 From: sumithail4 at yahoo.com (Sumith Ail) Date: Mon, 8 Jan 2001 03:51:15 -0800 (PST) Subject: [rt-users] Change From Name Message-ID: <20010108115115.7255.qmail@web5501.mail.yahoo.com> Hello All, I have just started using RT and I think its a wonderful package. I completed the installation without much problems. My Questions now are... 1. How to change the Real Name which is sent to a queue Requestor. By Default the Real Name sent is "Request Tracker" 2. Also is is possible to change the Real Name of the responce sent by queue member. By default this is "MemberName via RT" Thanks in advance. Regards, Sumith __________________________________________________ Do You Yahoo!? Yahoo! Photos - Share your holiday photos online! http://photos.yahoo.com/ From jesse at fsck.com Mon Jan 8 13:46:34 2001 From: jesse at fsck.com (Jesse) Date: Mon, 8 Jan 2001 13:46:34 -0500 Subject: [rt-users] Change From Name In-Reply-To: <20010108115059.19740.qmail@web5502.mail.yahoo.com>; from sumithail4@yahoo.com on Mon, Jan 08, 2001 at 03:50:59AM -0800 References: <20010108115059.19740.qmail@web5502.mail.yahoo.com> Message-ID: <20010108134634.O14241@pallas.fsck.com> you'll want to look at lib/rt/support/mail.pm On Mon, Jan 08, 2001 at 03:50:59AM -0800, Sumith Ail wrote: > Hello All, > > I have just started using RT and I think its a > wonderful package. I completed the installation > without much problems. > > My Questions now are... > > 1. How to change the Real Name which is sent to a > queue Requestor. By Default the Real Name sent is > "Request Tracker" > > 2. Also is is possible to change the Real Name of the > responce sent by queue member. By default this is > "MemberName via RT" > > Thanks in advance. > > Regards, > Sumith > > __________________________________________________ > Do You Yahoo!? > Yahoo! Photos - Share your holiday photos online! > http://photos.yahoo.com/ > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 the point is that words were exchanged. neurolinguistic programming will do the rest. they should be showing up at my house any day now. From rt at ghost.ntelos.net Mon Jan 8 15:41:30 2001 From: rt at ghost.ntelos.net (rt at ghost.ntelos.net) Date: Mon, 8 Jan 2001 15:41:30 -0500 (EST) Subject: [rt-users] FAQ and version Message-ID: Hey Guys, Please excuse me if this question has been asked before on this list. I looked over the archives on my system and did not see what I was looking for. I installed RT some time ago and only became familiar with the web interface. Now, I want to look deeper into the workings and discover where the data is kept and understand the workings of the database. I basically have two questions: how can I figure out which version I am using and where can I get some good documentation on RT? p.s- I run a debian linux system operating on the stable potato distribution. Thank you, A. Gochenour NTELOS Network Operations Center From feargal at thecia.ie Mon Jan 8 17:45:33 2001 From: feargal at thecia.ie (Feargal Reilly) Date: Mon, 08 Jan 2001 22:45:33 +0000 Subject: [rt-users] FAQ and version References: Message-ID: <3A5A430D.2031673D@thecia.ie> type rt on the command line, it should tell you the version you're running. As for docs, they are distributed with RT source or copies available at http://www.fsck.com -Feargal. -- Feargal Reilly, Systems Administrator, The CIA. +353-86-8157621. rt at ghost.ntelos.net wrote: > > Hey Guys, > Please excuse me if this question has been asked before on this list. I > looked over the archives on my system and did not see what I was looking > for. > > I installed RT some time ago and only became familiar with the web > interface. Now, I want to look deeper into the workings and discover where > the data is kept and understand the workings of the database. > > I basically have two questions: how can I figure out which version I am > using and where can I get some good documentation on RT? > > p.s- I run a debian linux system operating on the stable potato > distribution. > > Thank you, > > A. Gochenour > NTELOS > Network Operations Center > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From ra at letras.de Tue Jan 9 06:56:39 2001 From: ra at letras.de (Ralph Angenendt) Date: Tue, 9 Jan 2001 12:56:39 +0100 Subject: [rt-users] permission to creat request In-Reply-To: ; from temple@is.asu.edu on Sat, Jan 06, 2001 at 10:14:05PM -0700 References: Message-ID: <20010109125639.D10087@camioneta.letras.de> temple at is.asu.edu wrote: > > the alias seems to be correct: > > testq: |"/usr2/rt/bin/rt-mailgate general correspond" ^^^^^^^ testq, not general. This has to be the name of the queue. Ralph -- __________________________________________________________________________ Ralph Angenendt | "Military justice is to justice what military http://www.letras.de | music is to music" ra at letras.de | -- Groucho Marx -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 232 bytes Desc: not available URL: From ncurri at fastcompany.com Tue Jan 9 15:20:27 2001 From: ncurri at fastcompany.com (Neil Curri) Date: Tue, 09 Jan 2001 15:20:27 -0500 Subject: [rt-users] install/upgrade question Message-ID: <3A5B728D.7AD482A2@fastcompany.com> I'm not sure if this is the appropriate list to address install questions, but help would be appreciated. Three things: 1. fresh install or upgrade? - we've had RT running on a machine for awhile (I didn't install it, but it's very helpful and we'd like to keep using it), which we've since scrubbed and reinstalled (redhat 7) from the ground up. I've saved my old rt database and copied it back to the machine. The database is getting large (tens of thousands of transactions) and I'm wondering if I should just install fresh. If I upgrade however, and I want to keep my old database, I probably should keep it named "rt" and the MYQL_DATABASE in the Makefile set to: RT_MYSQL_DATABASE = rt ...is this right? Also, will I get new copies of rt's bin, etc, lib, and transactions folders or in order to upgrade properly, do I need to keep these old folders in /usr/local/rt and make my entry in the Makefile the same: RT_PATH = /usr/local/rt ...so that it writes over and/or updates the old directories? --- 2. RT_MAIL_TAG - I don't quite understand what I'm supposed to enter here... is it totally arbitrary (I know hostname is suggested)? We'll run several different queues, so I don't know if that makes a difference. RT_MAIL_TAG = change-this-string-or-perish --- 3. WEB_AUTH_COOKIES_ALLOW_NO_PATH - "You'll _never_ want to enable it, unless you've got clients with IE4.01sp1..which chokes unless this is enabled." So, does "yes" actually _disable_ AUTH_COOKIES (since it's ALLOW_NO_PATH)?. The language is kind of confusing. WEB_AUTH_COOKIES_ALLOW_NO_PATH = yes From wozz+rt at wookie.net Tue Jan 9 16:00:06 2001 From: wozz+rt at wookie.net (Wozz) Date: Tue, 9 Jan 2001 14:00:06 -0700 Subject: [rt-users] Strange looping Message-ID: <20010109140006.H31377@luvewe.bonch.org> Greetings, I'm running 1.0.6 with qmail on a Solaris 2.6 box. We've run into a strange looping problem. It appears to have been initiated because the auto-responder on the other end isn't setting its Precedence to Bulk, so its not entirely an RT problem. However, whats strange is, they sent the inital message to a queue with an auto-reply. We auto-replied, and they auto-replied back. Their autoreply had a subject that looked like this: Subject: [ FAB979071690914 ] [HSA-ISG #8899] (incoming-abuse) Forwarded abuse complaint Now, for whatever reason, even though the HSA-ISG tag was in there (our rt systems tag) we sent another auto-reply out. The only thing I could figure was that the initial set of brackets around their tag ([ FAB979071690914 ]) was confusing RT. However, when I tried to reproduce this myself, I couldn't get rt to sent me a second auto-reply. So, basically, we ended up with one ticket with 500 or so of their auto-reply messages in it. Now, granted, if they'd set their precedence right, this shouldn't have happenned, but I'm curious as to why we continued sending out auto-replies when the HSA-ISG tag should have just dumped the message into the ticket with no reply. Any ideas? From jesse at fsck.com Wed Jan 10 00:35:08 2001 From: jesse at fsck.com (Jesse) Date: Wed, 10 Jan 2001 00:35:08 -0500 Subject: [rt-users] Strange looping In-Reply-To: <20010109140006.H31377@luvewe.bonch.org>; from wozz+rt@wookie.net on Tue, Jan 09, 2001 at 02:00:06PM -0700 References: <20010109140006.H31377@luvewe.bonch.org> Message-ID: <20010110003508.P20067@pallas.fsck.com> Hrm. that doesn't sound right. The logic in rt-mailgate shouldn't do that. Can you send me a full copy of one of their autoreplies privately? -j On Tue, Jan 09, 2001 at 02:00:06PM -0700, Wozz wrote: > Greetings, > > I'm running 1.0.6 with qmail on a Solaris 2.6 box. We've run into a > strange looping problem. It appears to have been initiated because the > auto-responder on the other end isn't setting its Precedence to Bulk, so > its not entirely an RT problem. However, whats strange is, they sent the > inital message to a queue with an auto-reply. We auto-replied, and they > auto-replied back. Their autoreply had a subject that looked like this: > > Subject: [ FAB979071690914 ] [HSA-ISG #8899] (incoming-abuse) Forwarded > abuse complaint > > Now, for whatever reason, even though the HSA-ISG tag was in there (our rt > systems tag) we sent another auto-reply out. The only thing I could figure > was that the initial set of brackets around their tag ([ FAB979071690914 ]) > was confusing RT. However, when I tried to reproduce this myself, I > couldn't get rt to sent me a second auto-reply. So, basically, we ended up > with one ticket with 500 or so of their auto-reply messages in it. Now, > granted, if they'd set their precedence right, this shouldn't have > happenned, but I'm curious as to why we continued sending out auto-replies > when the HSA-ISG tag should have just dumped the message into the ticket > with no reply. Any ideas? > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 Any e-mail sent to the SLA will immediately become the intellectual property of the SLA and the author of said message will enter into a period of indentured servitude which will last for a period of time no less than seven years. From sumithail4 at yahoo.com Wed Jan 10 02:34:48 2001 From: sumithail4 at yahoo.com (Sumith Ail) Date: Tue, 9 Jan 2001 23:34:48 -0800 (PST) Subject: [rt-users] StripMime Message-ID: <20010110073448.19832.qmail@web5504.mail.yahoo.com> Hello Is there a proper documentated procedure on implementing stripmime... I haven't got a clue on where to start...after getting RT up and running. Regards, Sumith __________________________________________________ Do You Yahoo!? Yahoo! Photos - Share your holiday photos online! http://photos.yahoo.com/ From sumithail4 at yahoo.com Wed Jan 10 06:16:31 2001 From: sumithail4 at yahoo.com (Sumith Ail) Date: Wed, 10 Jan 2001 03:16:31 -0800 (PST) Subject: [rt-users] StripMIME question Message-ID: <20010110111631.25374.qmail@web5505.mail.yahoo.com> Hello I have managed to get stripmime working but the link that web interface of RT shows is not clickable..I mean we need to manually copy and paste the URL on the browser location bar to view the attachment. Is this how it is...or am I missing something... Thanks Sumith >>> application/octet-stream component, message, part 2: http://192.168.1.66/stripmime/979124727-1866/return.gif __________________________________________________ Do You Yahoo!? Yahoo! Photos - Share your holiday photos online! http://photos.yahoo.com/ From frussell at tpg.com.au Wed Jan 10 07:35:36 2001 From: frussell at tpg.com.au (Frances Russell) Date: Wed, 10 Jan 2001 23:35:36 +1100 Subject: [rt-users] StripMIME question In-Reply-To: <20010110111631.25374.qmail@web5505.mail.yahoo.com> Message-ID: <200101101234.XAA08883@oscar.intranet> On 10 Jan 01, at 3:16, Sumith Ail wrote: > Hello > > I have managed to get stripmime working I was hoping an answer would turn up to your original question: I don't know where to start with StripMIME. Could you share the answer with me? Any tips would be appreciated. Frances From frussell at tpg.com.au Wed Jan 10 07:27:58 2001 From: frussell at tpg.com.au (Frances Russell) Date: Wed, 10 Jan 2001 23:27:58 +1100 Subject: [rt-users] StripMIME question In-Reply-To: <20010110111631.25374.qmail@web5505.mail.yahoo.com> Message-ID: <200101101227.XAA08754@oscar.intranet> On 10 Jan 01, at 3:16, Sumith Ail wrote: > Hello > > I have managed to get stripmime working but the link > that web interface of RT shows is not clickable..I > mean we need to manually copy and paste the URL on the > browser location bar to view the attachment. I was hoping an answer would turn up to your original question: I don't know where to start with StripMIME. Any tips would be appreciated. Frances From Christian.Kurz at planNET.de Wed Jan 10 11:23:55 2001 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Wed, 10 Jan 2001 17:23:55 +0100 Subject: [rt-users] signature patch not working Message-ID: <20010110172354.F16190@janet.planNET.de> Hi, the signature patch works fine, but not as expected. It appends the signature, but then adds two or three empty lines and then a line "Managed by Request Tracker". Could this empty lines be somehow removed or even the Managed-by-line? If you have any patches for this, please send them to me. Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From a.petralli at arpanet.ch Wed Jan 10 12:41:22 2001 From: a.petralli at arpanet.ch (Andres Petralli) Date: Wed, 10 Jan 2001 18:41:22 +0100 Subject: AW: [rt-users] StripMIME question Message-ID: I'm sorry, but I still didn't get any... > -----Urspr?ngliche Nachricht----- > Von: Frances Russell [mailto:frussell at tpg.com.au] > Gesendet: Mittwoch, 10. Januar 2001 13:28 > An: rt-users at lists.fsck.com > Betreff: Re: [rt-users] StripMIME question > > > On 10 Jan 01, at 3:16, Sumith Ail wrote: > > > Hello > > > > I have managed to get stripmime working but the link > > that web interface of RT shows is not clickable..I > > mean we need to manually copy and paste the URL on the > > browser location bar to view the attachment. > > I was hoping an answer would turn up to your original question: I > don't know where to start with StripMIME. > > Any tips would be appreciated. > > Frances > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From tsp at peterlink.ru Wed Jan 10 14:32:12 2001 From: tsp at peterlink.ru (Serge Torop) Date: Wed, 10 Jan 2001 22:32:12 +0300 (MSK) Subject: [rt-users] Erase request Message-ID: Hi, How can I delete useless requests from database at all? For example: delete all "dead" requests. Or drop request counter to zero? Thanx to advance. -- Serge P. Torop St.Petersburg, Russia From ncurri at fastcompany.com Wed Jan 10 16:25:33 2001 From: ncurri at fastcompany.com (Neil Curri) Date: Wed, 10 Jan 2001 16:25:33 -0500 Subject: [rt-users] sql password/Makefile Message-ID: <3A5CD34D.29BC2E81@fastcompany.com> Hi, I've copied the rt database and rt directories to a new machine (redhat 7), and am trying to upgrade rather than install fresh. One question, I'm getting mysql errors in the apache log... I just realized that of course, I don't have a user "rt" in the mysql database. Ok, so I can create a user "rt" in mysql, but do I have to set its password to the same password specified in the Makefile (RT_MYSQL_PASS)? Thanks, -Neil From jesse at fsck.com Wed Jan 10 16:33:30 2001 From: jesse at fsck.com (Jesse) Date: Wed, 10 Jan 2001 16:33:30 -0500 Subject: [rt-users] sql password/Makefile In-Reply-To: <3A5CD34D.29BC2E81@fastcompany.com>; from ncurri@fastcompany.com on Wed, Jan 10, 2001 at 04:25:33PM -0500 References: <3A5CD34D.29BC2E81@fastcompany.com> Message-ID: <20010110163330.F18761@pallas.fsck.com> You'll want to run the last several steps of "make database" from RT's makefile by hand. -j On Wed, Jan 10, 2001 at 04:25:33PM -0500, Neil Curri wrote: > Hi, > > I've copied the rt database and rt directories to a new machine (redhat > 7), and am trying to upgrade rather than install fresh. One question, > I'm getting mysql errors in the apache log... I just realized that of > course, I don't have a user "rt" in the mysql database. Ok, so I can > create a user "rt" in mysql, but do I have to set its password to the > same password specified in the Makefile (RT_MYSQL_PASS)? > > Thanks, > -Neil > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 autoconf is your friend until it mysteriously stops working, at which point it is a snarling wolverine attached to your genitals by its teeth (that said, it's better than most of the alternatives) -- Nathan Mehl From ncurri at fastcompany.com Wed Jan 10 17:37:25 2001 From: ncurri at fastcompany.com (Neil Curri) Date: Wed, 10 Jan 2001 17:37:25 -0500 Subject: [rt-users] sql password/Makefile References: <3A5CD34D.29BC2E81@fastcompany.com> <20010110163330.F18761@pallas.fsck.com> Message-ID: <3A5CE425.E6EC8A15@fastcompany.com> Argh, database is already created though... I'm trying a fresh install instead. However, DBADMIN_MYSQL_PASS_STRING is getting strung into the mysql command _appended_ to the -p when I try "make install": make: [database] Error 127 (ignored) /usr/bin/mysql -h localhost -u root -pMyRootPassword rt < etc/schema Why isn't a spaced character being inserted in between -p and MyRootPassword? Thanks for your help. -Neil Jesse wrote: > > You'll want to run the last several steps of "make database" from RT's > makefile by hand. > > -j > > On Wed, Jan 10, 2001 at 04:25:33PM -0500, Neil Curri wrote: > > Hi, > > > > I've copied the rt database and rt directories to a new machine (redhat > > 7), and am trying to upgrade rather than install fresh. One question, > > I'm getting mysql errors in the apache log... I just realized that of > > course, I don't have a user "rt" in the mysql database. Ok, so I can > > create a user "rt" in mysql, but do I have to set its password to the > > same password specified in the Makefile (RT_MYSQL_PASS)? > > > > Thanks, > > -Neil > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > > autoconf is your friend until it mysteriously stops working, at which > point it is a snarling wolverine attached to your genitals by its teeth > (that said, it's better than most of the alternatives) -- Nathan Mehl > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From bill at daze.net Wed Jan 10 18:26:57 2001 From: bill at daze.net (bill at daze.net) Date: Wed, 10 Jan 2001 15:26:57 -0800 (PST) Subject: [rt-users] StripMIME question In-Reply-To: <20010110111631.25374.qmail@web5505.mail.yahoo.com> Message-ID: > I have managed to get stripmime working but the link > that web interface of RT shows is not clickable..I > mean we need to manually copy and paste the URL on the > browser location bar to view the attachment. > > Is this how it is...or am I missing something... I guess you didn't read the message included with stripmime... An excerpt: "Jesse, any chance you can include this code in RT to include: - RT security for decoded & saved files - Actual clickable hyperlinks in the RT web interface This code DOES NOT modify RT in any way -- it just sits in front of it." From bill at daze.net Wed Jan 10 18:31:05 2001 From: bill at daze.net (bill at daze.net) Date: Wed, 10 Jan 2001 15:31:05 -0800 (PST) Subject: [rt-users] StripMIME question In-Reply-To: <200101101234.XAA08883@oscar.intranet> Message-ID: > I was hoping an answer would turn up to your original question: I > don't know where to start with StripMIME. When I set it up about six months ago, I just followed the instructions included with stripmime... The "stripmime" file is just a text e-mail message describing what the script does and how to use it, then it presents the script at the end of the message. You need to save the script portion to a file, configure the paths, set it as executable, modify your alias entries to run stripmime instead of rt and rebuild your aliases database. From sumithail4 at yahoo.com Thu Jan 11 04:35:27 2001 From: sumithail4 at yahoo.com (Sumith Ail) Date: Thu, 11 Jan 2001 01:35:27 -0800 (PST) Subject: [rt-users] StripMIME question Message-ID: <20010111093527.21388.qmail@web5503.mail.yahoo.com> oh..how stupid of me...thanks bill hey does the latest version of rt underdevelopment now, handle MIME...StripMIME is cool but I am running my rt on offline linux server...so anybody who wishes to view the attachments has to be on the local intranet. Regards, Sumith --- bill at daze.net wrote: > > I have managed to get stripmime working but the > link > > that web interface of RT shows is not clickable..I > > mean we need to manually copy and paste the URL on > the > > browser location bar to view the attachment. > > > > Is this how it is...or am I missing something... > > I guess you didn't read the message included with > stripmime... > > An excerpt: > "Jesse, any chance you can include this code in RT > to include: > > - RT security for decoded & saved files > - Actual clickable hyperlinks in the RT web > interface > > This code DOES NOT modify RT in any way -- it just > sits in front of it." > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users __________________________________________________ Do You Yahoo!? Yahoo! Photos - Share your holiday photos online! http://photos.yahoo.com/ From sumithail4 at yahoo.com Thu Jan 11 05:14:58 2001 From: sumithail4 at yahoo.com (Sumith Ail) Date: Thu, 11 Jan 2001 02:14:58 -0800 (PST) Subject: [rt-users] StripMIME question Message-ID: <20010111101458.28372.qmail@web5505.mail.yahoo.com> > I was hoping an answer would turn up to your > original question: I > don't know where to start with StripMIME. > > Any tips would be appreciated. > > Frances I would be more than happy to share my experience and would be obliged if Jesse would include this as a README for STRIPMIME in contrib folder. ------------------------------------------------------- My turn to contribute something. Author:- Sumith Ail sumithail4 at yahoo.com My Hardware:- Pentium II with 64MB RAM My OS:- RH Linux 6.2 Copy the stripmime perl script in to rt bin folder..i.e just the perl script you should remove rest of the author messages , change the path settings Mine is something like this... $basepath = "http://192.168.1.67/stripmime/$now-$$"; $basefilepath = "/home/httpd/html/stripmime/$now-$$"; $outputprog = "/opt/rt/bin/rt-mailgate @ARGV"; and give it execute permissions. Install the additional perl modules required by stripmime from www.perl.com in that order. MIME-Base64-2.11.tar.gz IO-stringy-1.216.tar.gz MailTools-1.15.tar.gz MIME-tools-5.410.tar.gz make a folder for stripmime to save all the MIME content which should be Apache Document Dir mkdir /home/httpd/html/stripmime Now change the permissions of this folder so that sendmail has permissions to write into it. chown mail /home/httpd/html/stripmime chgrp mail /home/httpd/html/stripmime modify rt aliases for sendmail..i.e remove rt-mailgate and include the full path of stripmime testsupport: |"/opt/rt/bin/stripmime Support correspond" Restart sendmail. Thats about it. StripMIME will accept the incoming messages...decode MIME content in it and handle the message without MIME to rt-mailgate. Please let me know if I've forgotten something in this HOW TO or there are any problems during your stripmime installation. Enjoy! Sumith Ail sumithail4 at yahoo.com ------------------------------------------------------- __________________________________________________ Do You Yahoo!? Yahoo! Photos - Share your holiday photos online! http://photos.yahoo.com/ From Christian.Kurz at planNET.de Thu Jan 11 06:08:40 2001 From: Christian.Kurz at planNET.de (Christian Kurz) Date: Thu, 11 Jan 2001 12:08:40 +0100 Subject: [rt-users] Oncallform.cgi either shouldn't generate mail or a modified mail Message-ID: <20010111120840.O16190@janet.planNET.de> Hi, I use a changed variant of the oncallform.cgi from contrib to generate a new ticket. I modified it to define an email-address which will be used to set the owner of the ticket. But now either oncallform.cgi shouldn't send out any mail to this email-address or it should send out a mail, but only one containing the ticket-number and not the description and comment. Has anyone an idea how to change oncallform.cgi or any other part of rt to get this behaviour? Ciao Christian -- Christian Kurz http://www.planNET.de planNET Systems GmbH mailto:info at planNET.de Schoenfeldstr. 8 Telefon: +49 721 66 36 0 D-76131 Karlsruhe Telefax: +49 721 66 36 199 From kevin at oreilly.com Thu Jan 11 19:01:41 2001 From: kevin at oreilly.com (Kevin Bingham) Date: Thu, 11 Jan 2001 16:01:41 -0800 Subject: [rt-users] Problems with Reply within the GUI Message-ID: <01bb01c07c2a$d81b1ca0$070214ac@west.ora.com> We've been having some problems with the Reply function with RT. A message is sent to a queue, it is replied to, but the requestor never gets the reply. I decided to try a reply with CC. Again, the requestor didn't get the message, but the cc'ed did. (I was able to duplicate this several times.) Looking at the header for the message, the 'To:" field is empty. Is this a known problem? Could it be a configuration problem? -Kevin kevin at oreilly.com From sumithail4 at yahoo.com Fri Jan 12 02:17:17 2001 From: sumithail4 at yahoo.com (Sumith Ail) Date: Thu, 11 Jan 2001 23:17:17 -0800 (PST) Subject: [rt-users] Query Message-ID: <20010112071717.7509.qmail@web5503.mail.yahoo.com> Hello All I am looking for a open source web based Knowledgebase kind of software using which users can search for information, articles and admins can post these articles. Please let me know if you are aware of any such good app. Regards Sumith __________________________________________________ Do You Yahoo!? Yahoo! Photos - Share your holiday photos online! http://photos.yahoo.com/ From jesse at fsck.com Fri Jan 12 02:24:18 2001 From: jesse at fsck.com (Jesse) Date: Fri, 12 Jan 2001 02:24:18 -0500 Subject: [rt-users] Query In-Reply-To: <20010112071717.7509.qmail@web5503.mail.yahoo.com>; from sumithail4@yahoo.com on Thu, Jan 11, 2001 at 11:17:17PM -0800 References: <20010112071717.7509.qmail@web5503.mail.yahoo.com> Message-ID: <20010112022418.L8543@pallas.fsck.com> RT's companion, KB, has been languishing while I get RT2 out. I've not yet seen something that does roughly what I want it to, though you might be happy with a wiki style system. (http://c2.com/cgi/wiki is the best known), though there are many others out there.... On Thu, Jan 11, 2001 at 11:17:17PM -0800, Sumith Ail wrote: > Hello All > > I am looking for a open source web based Knowledgebase > kind of software using which users can search for > information, articles and admins can post these > articles. > > Please let me know if you are aware of any such good > app. > > Regards > Sumith > > __________________________________________________ > Do You Yahoo!? > Yahoo! Photos - Share your holiday photos online! > http://photos.yahoo.com/ > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 "It's buried in the desert, got sand in it, melts Nazis. You know, the Ark of the Covenant" -- siva From tobiasb at suptra.org Thu Jan 11 02:46:37 2001 From: tobiasb at suptra.org (Tobias Brox) Date: Thu, 11 Jan 2001 08:46:37 +0100 (CET) Subject: [rt-users] Erase request In-Reply-To: Message-ID: > How can I delete useless requests from database > at all? For example: delete all "dead" requests. In RT1, the requests should be deleted from the database when they are killed. Anything else is a bug. Eventually you'll first have to take out all the dead request ids: select serial_num from requests where status='dead'; Then delete everything from the transactions and the tickets table reffering to those requests. It's pretty easy to do through a shell script. > Or drop request counter to zero? That's not a good idea, it might produce clashes between old and new requests. Besides, I think it's impossible without deleting the whole database. RT uses the mysql auto_increment feature for increasing the request ids. If you need further help, I will be located in spb from ~23th of January. -- Tobias Brox | +47 98660706 | Freelance consulting: Bestumvn 35 | NO 982 763 134 | Linux, Programming, Web services, N-0281 Oslo | NOK to 9731.58.18099 | Support Tracking, Distributed Systems From ncurri at fastcompany.com Fri Jan 12 17:51:25 2001 From: ncurri at fastcompany.com (Neil Curri) Date: Fri, 12 Jan 2001 17:51:25 -0500 Subject: [rt-users] mailgate Message-ID: <3A5F8A6D.6A8208F1@fastcompany.com> Hello, I've been able to do an upgrade, keeping our old database. The web interface is up and running, but I'm still hung up on the mailgate... How do the mail aliases work with different queues? On our old server, mail was sent to different queues by addressing the message to rt-queue at myrthost. Now, only rt at myrthost works. Here's my mailgate symlink in /etc/smrsh: rt-mailgate -> /usr/local/rt/bin/rt-mailgate Mail still comes into the system this way, and I can assign each incoming message to a queue, but no matter what queue I assign it to, or even if I don't assign it to a queue at all, responses to the requestor are not sent through. I can't find anything in maillog or messages reporting any problem with sending mail, either... Clues? Thanks, -Neil From jesse at fsck.com Fri Jan 12 18:05:29 2001 From: jesse at fsck.com (Jesse) Date: Fri, 12 Jan 2001 18:05:29 -0500 Subject: [rt-users] mailgate In-Reply-To: <3A5F8A6D.6A8208F1@fastcompany.com>; from ncurri@fastcompany.com on Fri, Jan 12, 2001 at 05:51:25PM -0500 References: <3A5F8A6D.6A8208F1@fastcompany.com> Message-ID: <20010112180529.I8543@pallas.fsck.com> Read RT's readme. it describes what you need to put in your /etc/aliases. On Fri, Jan 12, 2001 at 05:51:25PM -0500, Neil Curri wrote: > Hello, > > I've been able to do an upgrade, keeping our old database. The web > interface is up and running, but I'm still hung up on the mailgate... > How do the mail aliases work with different queues? On our old server, > mail was sent to different queues by addressing the message to > rt-queue at myrthost. Now, only rt at myrthost works. Here's my mailgate > symlink in > /etc/smrsh: > > rt-mailgate -> /usr/local/rt/bin/rt-mailgate > > Mail still comes into the system this way, and I can assign each > incoming message to a queue, but no matter what queue I assign it to, or > even if I don't assign it to a queue at all, responses to the requestor > are not sent through. I can't find anything in maillog or messages > reporting any problem with sending mail, either... Clues? > > Thanks, > -Neil > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 This is scary. I'm imagining tracerouting you and seeing links like "Route 84" and "Route 9, Exit 14". Obviously, this is illness induced. --Cana McCoy From op at atnet.at Mon Jan 15 05:16:25 2001 From: op at atnet.at (Othmar Pasteka) Date: Mon, 15 Jan 2001 11:16:25 +0100 Subject: [rt-users] Erase request In-Reply-To: ; from tobiasb@suptra.org on Thu, Jan 11, 2001 at 08:46:37AM +0100 References: Message-ID: <20010115111625.C2121@office.atnet.at> Hi, On Thu, Jan 11, 2001 at 08:46:37AM +0100, Tobias Brox wrote: > In RT1, the requests should be deleted from the database when they are > killed. Anything else is a bug. how can i kill requests through the webui? or is this just with the cli and/or mailgateway possible? so long Othmar From eok at e-merge.ie Mon Jan 15 05:41:23 2001 From: eok at e-merge.ie (eOk) Date: Mon, 15 Jan 2001 10:41:23 -0000 Subject: [rt-users] Editing Comments and Reply mail information In-Reply-To: <20010115111625.C2121@office.atnet.at> Message-ID: In RT2, where do you go to edit the information send out in each reply/comment cheers eOin -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Othmar Pasteka Sent: 15 January 2001 10:16 To: Tobias Brox Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Erase request Hi, On Thu, Jan 11, 2001 at 08:46:37AM +0100, Tobias Brox wrote: > In RT1, the requests should be deleted from the database when they are > killed. Anything else is a bug. how can i kill requests through the webui? or is this just with the cli and/or mailgateway possible? so long Othmar _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From tobiasb at suptra.org Mon Jan 15 07:56:30 2001 From: tobiasb at suptra.org (Tobias Brox) Date: Mon, 15 Jan 2001 13:56:30 +0100 (CET) Subject: [rt-users] Erase request In-Reply-To: <20010115111625.C2121@office.atnet.at> Message-ID: > how can i kill requests through the webui? or is this just with > the cli and/or mailgateway possible? Simply by setting the status to 'dead' from the ticket status view. IIRC. -- Tobias Brox | +47 98660706 | Freelance consulting: Bestumvn 35 | NO 982 763 134 | Linux, Programming, Web services, N-0281 Oslo | NOK to 9731.58.18099 | Support tracking, Distributed Systems From jesse at fsck.com Mon Jan 15 12:49:32 2001 From: jesse at fsck.com (Jesse) Date: Mon, 15 Jan 2001 12:49:32 -0500 Subject: [rt-users] Editing Comments and Reply mail information In-Reply-To: ; from eok@e-merge.ie on Mon, Jan 15, 2001 at 10:41:23AM -0000 References: <20010115111625.C2121@office.atnet.at> Message-ID: <20010115124932.H29007@pallas.fsck.com> [rt2 is still in development. please direct questions about it to rt-devel] I'm not quite sure what you mean, eOin. can you give an example? 0j On Mon, Jan 15, 2001 at 10:41:23AM -0000, eOk wrote: > In RT2, where do you go to edit the information send out in each > reply/comment > > cheers > > eOin > > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Othmar Pasteka > Sent: 15 January 2001 10:16 > To: Tobias Brox > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] Erase request > > > Hi, > > On Thu, Jan 11, 2001 at 08:46:37AM +0100, Tobias Brox wrote: > > In RT1, the requests should be deleted from the database when they are > > killed. Anything else is a bug. > > how can i kill requests through the webui? or is this just with > the cli and/or mailgateway possible? > > so long > Othmar > > _______________________________________________ > 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 > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 Linux is like a Vorlon. It is incredibly powerful, gives terse, cryptic answers and has a lot of things going on in the background. From ncurri at fastcompany.com Tue Jan 16 14:31:45 2001 From: ncurri at fastcompany.com (Neil Curri) Date: Tue, 16 Jan 2001 14:31:45 -0500 Subject: [rt-users] mailgate References: <3A5F8A6D.6A8208F1@fastcompany.com> <20010112180529.I8543@pallas.fsck.com> Message-ID: <3A64A1A9.95056E22@fastcompany.com> from the README: You'll need an alias like the following for action requests: rt-action: |"/path/to/rt/bin/rt-mailgate general action" What is an "action"... is there a list of choices? Thanks, -Neil Jesse wrote: > > Read RT's readme. it describes what you need to put in your /etc/aliases. > > On Fri, Jan 12, 2001 at 05:51:25PM -0500, Neil Curri wrote: > > Hello, > > > > I've been able to do an upgrade, keeping our old database. The web > > interface is up and running, but I'm still hung up on the mailgate... > > How do the mail aliases work with different queues? On our old server, > > mail was sent to different queues by addressing the message to > > rt-queue at myrthost. Now, only rt at myrthost works. Here's my mailgate > > symlink in > > /etc/smrsh: > > > > rt-mailgate -> /usr/local/rt/bin/rt-mailgate > > > > Mail still comes into the system this way, and I can assign each > > incoming message to a queue, but no matter what queue I assign it to, or > > even if I don't assign it to a queue at all, responses to the requestor > > are not sent through. I can't find anything in maillog or messages > > reporting any problem with sending mail, either... Clues? > > > > Thanks, > > -Neil > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > > This is scary. I'm imagining tracerouting you and seeing links like "Route > 84" and "Route 9, Exit 14". Obviously, this is illness induced. > --Cana McCoy From jesse at fsck.com Tue Jan 16 14:35:40 2001 From: jesse at fsck.com (Jesse) Date: Tue, 16 Jan 2001 14:35:40 -0500 Subject: [rt-users] mailgate In-Reply-To: <3A64A1A9.95056E22@fastcompany.com>; from ncurri@fastcompany.com on Tue, Jan 16, 2001 at 02:31:45PM -0500 References: <3A5F8A6D.6A8208F1@fastcompany.com> <20010112180529.I8543@pallas.fsck.com> <3A64A1A9.95056E22@fastcompany.com> Message-ID: <20010116143540.U29007@pallas.fsck.com> http://fsck.com/projects/rt/docs/rt_mail_commands.html On Tue, Jan 16, 2001 at 02:31:45PM -0500, Neil Curri wrote: > from the README: > > You'll need an alias like the following for action requests: > > rt-action: |"/path/to/rt/bin/rt-mailgate general action" > > What is an "action"... is there a list of choices? > > Thanks, > -Neil > > Jesse wrote: > > > > Read RT's readme. it describes what you need to put in your /etc/aliases. > > > > On Fri, Jan 12, 2001 at 05:51:25PM -0500, Neil Curri wrote: > > > Hello, > > > > > > I've been able to do an upgrade, keeping our old database. The web > > > interface is up and running, but I'm still hung up on the mailgate... > > > How do the mail aliases work with different queues? On our old server, > > > mail was sent to different queues by addressing the message to > > > rt-queue at myrthost. Now, only rt at myrthost works. Here's my mailgate > > > symlink in > > > /etc/smrsh: > > > > > > rt-mailgate -> /usr/local/rt/bin/rt-mailgate > > > > > > Mail still comes into the system this way, and I can assign each > > > incoming message to a queue, but no matter what queue I assign it to, or > > > even if I don't assign it to a queue at all, responses to the requestor > > > are not sent through. I can't find anything in maillog or messages > > > reporting any problem with sending mail, either... Clues? > > > > > > Thanks, > > > -Neil > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.fsck.com > > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > > > -- > > jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com > > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > > > > This is scary. I'm imagining tracerouting you and seeing links like "Route > > 84" and "Route 9, Exit 14". Obviously, this is illness induced. > > --Cana McCoy > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 "Bother," said Pooh, "Eeyore, ready two photon torpedoes and lock phasers on the Heffalump, Piglet, meet me in transporter room three" From ericg at cats.ucsc.edu Tue Jan 16 14:52:39 2001 From: ericg at cats.ucsc.edu (Eric Goodman) Date: Tue, 16 Jan 2001 11:52:39 -0800 Subject: [rt-users] mailgate In-Reply-To: <3A64A1A9.95056E22@fastcompany.com> References: <3A5F8A6D.6A8208F1@fastcompany.com> <20010112180529.I8543@pallas.fsck.com> <3A64A1A9.95056E22@fastcompany.com> Message-ID: >from the README: > >You'll need an alias like the following for action requests: > > rt-action: |"/path/to/rt/bin/rt-mailgate general action" > >What is an "action"... is there a list of choices? "action" can be replaced by either "comment" or "correspond" in /etc/aliases. An 'action' queue ignores any plain text in the incoming message (I think you get an error). The subject line of the message *must* reference an actual, existing case in the database. This is only useful for using the "email command interface" of RT (the %RT commands). A 'comment' queue treats the plain text in the incoming message as a comment, as if you had entered a new comment in the web interface. As with 'action' arguments, the subject *must* reference an existing case on which you are commenting. A 'correspond' queue treats the plain text in the incoming message as a reply (i.e., sends a message to the requestor as well as queue members). If the subject line of the message does *not* reference an case in the database, then a new case is created -- if allowed by the queue -- using the information in the email (requestor is read from the "From:" line, etc.). --- Eric From forrestc at imach.com Wed Jan 17 19:53:58 2001 From: forrestc at imach.com (Forrest W. Christian) Date: Wed, 17 Jan 2001 17:53:58 -0700 (MST) Subject: [rt-users] Bug in 1.0.6 Message-ID: There is a bug in 1.0.6. Specifically, if you create a request through the web interface setting a due date of January in any year, it will not add the due date due to the existing comparison line in the code: if ($rt::ui::web::FORM{'due'} and $rt::ui::web::FORM{'due_mday'} and $rt::ui::web::FORM{'due_month'} and $rt::ui::web::FORM{'due_year'}) { I have fixed this in my codebase as follows: if ($rt::ui::web::FORM{'due'} and $rt::ui::web::FORM{'due_mday'} and (defined $rt::ui::web::FORM{'due_month'}) and $rt::ui::web::FORM{'due_year'}) { This is due to the fact that January is a Zero in "date format", and a zero evaluates to false under perl. - Forrest W. Christian (forrestc at imach.com) AC7DE ---------------------------------------------------------------------- iMach, Ltd., P.O. Box 5749, Helena, MT 59604 http://www.imach.com Solutions for your high-tech problems. (406)-442-6648 ---------------------------------------------------------------------- From jesse at fsck.com Wed Jan 17 20:06:36 2001 From: jesse at fsck.com (Jesse) Date: Wed, 17 Jan 2001 20:06:36 -0500 Subject: [rt-users] Bug in 1.0.6 In-Reply-To: ; from forrestc@imach.com on Wed, Jan 17, 2001 at 05:53:58PM -0700 References: Message-ID: <20010117200636.O29007@pallas.fsck.com> Correct. This is already fixed in the CVS codebase for 1.0.x. 1.0.7 should be out this week. -j On Wed, Jan 17, 2001 at 05:53:58PM -0700, Forrest W. Christian wrote: > There is a bug in 1.0.6. Specifically, if you create a request through > the web interface setting a due date of January in any year, it will not > add the due date due to the existing comparison line in the code: > > if ($rt::ui::web::FORM{'due'} and $rt::ui::web::FORM{'due_mday'} and > $rt::ui::web::FORM{'due_month'} and $rt::ui::web::FORM{'due_year'}) { > > I have fixed this in my codebase as follows: > > if ($rt::ui::web::FORM{'due'} and $rt::ui::web::FORM{'due_mday'} and > (defined $rt::ui::web::FORM{'due_month'}) and > $rt::ui::web::FORM{'due_year'}) { > > This is due to the fact that January is a Zero in "date format", and a > zero evaluates to false under perl. > > - Forrest W. Christian (forrestc at imach.com) AC7DE > ---------------------------------------------------------------------- > iMach, Ltd., P.O. Box 5749, Helena, MT 59604 http://www.imach.com > Solutions for your high-tech problems. (406)-442-6648 > ---------------------------------------------------------------------- > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 I have images of Marc in well worn combat fatigues, covered in mud, sweat and blood, knife in one hand and PSION int he other, being restrained by several other people, screaming "Let me at it! Just let me at it!" Eichin standing calmly by with something automated, milspec, and likely recoilless. -xiphmont on opensource peer review From garyy at valint.net Thu Jan 18 00:56:09 2001 From: garyy at valint.net (Gary Young) Date: Wed, 17 Jan 2001 21:56:09 -0800 Subject: [rt-users] mod_mime_magic problem? In-Reply-To: Message-ID: Have you solved this problem? I'm seeing the same thing on two systems that I've set up. > From: Brian Bonner > Date: Fri, 5 Jan 2001 15:37:41 -0500 (EST) > To: rt-users at lists.fsck.com > Subject: [rt-users] mod_mime_magic problem? > > > Does RT have a problem with mod_mime_magic or something? I'm having this > error.. > > Permission denied: mod_mime_magic: can't read `/opt/rt/bin/cgi/webrt.cgi' > > this happens when I try to create a request in webrt.cgi.. anybody > experiened something similar to this? would appreciate some help in > getting rid of this problem.. > > Brian Bonner > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From jesse at fsck.com Thu Jan 18 03:20:55 2001 From: jesse at fsck.com (Jesse) Date: Thu, 18 Jan 2001 03:20:55 -0500 Subject: [rt-users] mod_mime_magic problem? In-Reply-To: ; from garyy@valint.net on Wed, Jan 17, 2001 at 09:56:09PM -0800 References: Message-ID: <20010118032055.S29007@pallas.fsck.com> For some reason you've configured apache to try to determine the file types of CGI scripts. Tell apache not to bother and it should get better. On Wed, Jan 17, 2001 at 09:56:09PM -0800, Gary Young wrote: > Have you solved this problem? I'm seeing the same thing on two systems that > I've set up. > > > From: Brian Bonner > > Date: Fri, 5 Jan 2001 15:37:41 -0500 (EST) > > To: rt-users at lists.fsck.com > > Subject: [rt-users] mod_mime_magic problem? > > > > > > Does RT have a problem with mod_mime_magic or something? I'm having this > > error.. > > > > Permission denied: mod_mime_magic: can't read `/opt/rt/bin/cgi/webrt.cgi' > > > > this happens when I try to create a request in webrt.cgi.. anybody > > experiened something similar to this? would appreciate some help in > > getting rid of this problem.. > > > > Brian Bonner > > > > > > _______________________________________________ > > 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 > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 "If IBM _wanted_ to make clones, we could make them cheaper and faster than anyone else!" - An IBM Rep. visiting Vassar College's Comp Sci Department. From jesse at fsck.com Thu Jan 18 03:23:22 2001 From: jesse at fsck.com (Jesse) Date: Thu, 18 Jan 2001 03:23:22 -0500 Subject: [rt-users] [rt-announce] RT 1.0.7 released Message-ID: <20010118032322.T29007@pallas.fsck.com> RT 1.0.7 contains minor updates to more correctly parse mail message headers in unexpected cases and to allow the setting of due dates when creating tickets via the web ui. Like all previous releases, it's available via ftp from ftp://ftp.fsck.com/pub/rt/release/ RT 2.0 Alpha 3 should be coming sometime this week. I just want to beat on it a bit more to make sure that it'll play nicely. -j -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 I admit that X is the second worst windowing system in the world, but all the others I've used are tied for first. _______________________________________________ Rt-announce mailing list Rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From kimura at ctc.ad.jp Thu Jan 18 05:51:18 2001 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Thu, 18 Jan 2001 19:51:18 +0900 Subject: [rt-users] RT1.0.7 mailgate problem? Message-ID: <20010118194651.569D.KIMURA@ctc.ad.jp> Jesse, After upgrading to RT1.0.7, it seems to me rt-mailgate does not function properly. Following is the error message from RT. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - The original message was received at Thu, 18 Jan 2001 19:44:18 +0900 (JST) from IDENT:root at mail.ctc.ad.jp [xxx.xxx.xxx.xxx] ----- The following addresses had permanent fatal errors ----- "|/opt/rt/bin/rt-mailgate CTCN correspond" (expanded from: ) ----- Transcript of session follows ----- Could not send mail :( Tried to launch this command: /usr/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m 550 "|/opt/rt/bin/rt-mailgate CTCN correspond"... User unknown - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - I have not change /etc/aliases at all. Is this a bug or problem specific to our environment? Regards, p.s) I have added Japanese patch. - - - - - - - - - - - - - - - - - - - Kazu Kimura IP Network tech. dep. CTC Phone +81-52-740-8101 Fax +81-52-740-8935 - - - - - - - - - - - - - - - - - - - - From brandon at mycomputer.com Thu Jan 18 11:24:27 2001 From: brandon at mycomputer.com (Brandon Pulsipher) Date: Thu, 18 Jan 2001 09:24:27 -0700 Subject: [rt-users] notify on comment Message-ID: <225BC178B638C945A0998F5CC4658D1CDD072D@exchange.corp.mycomputer.com> I want to have RT notify the requestor of ticket, even on comment. Currently, the admin allows for the requestor to be notified on all changes, EXCEPT comment. Can someone suggest the area of code I look at to address this? Thanks. -Brandon From jesse at fsck.com Thu Jan 18 13:32:18 2001 From: jesse at fsck.com (Jesse) Date: Thu, 18 Jan 2001 13:32:18 -0500 Subject: [rt-users] RT1.0.7 mailgate problem? In-Reply-To: <20010118194651.569D.KIMURA@ctc.ad.jp>; from kimura@ctc.ad.jp on Thu, Jan 18, 2001 at 07:51:18PM +0900 References: <20010118194651.569D.KIMURA@ctc.ad.jp> Message-ID: <20010118133218.W29007@pallas.fsck.com> To the best of my knowledge, RT 1.0.7 should be fine. (I just tested this) What sendmail is this and does it happen without the japanese patch attached? On Thu, Jan 18, 2001 at 07:51:18PM +0900, Kazu Kimura wrote: > Jesse, > > After upgrading to RT1.0.7, it seems to me rt-mailgate does not function properly. > > Following is the error message from RT. > - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - > The original message was received at Thu, 18 Jan 2001 19:44:18 +0900 (JST) > from IDENT:root at mail.ctc.ad.jp [xxx.xxx.xxx.xxx] > > ----- The following addresses had permanent fatal errors ----- > "|/opt/rt/bin/rt-mailgate CTCN correspond" > (expanded from: ) > > ----- Transcript of session follows ----- > Could not send mail :( > > Tried to launch this command: /usr/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m > 550 "|/opt/rt/bin/rt-mailgate CTCN correspond"... User unknown > - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - > > I have not change /etc/aliases at all. > > Is this a bug or problem specific to our environment? > > Regards, > > p.s) I have added Japanese patch. > - - - - - - - - - - - - - - - - - - - > Kazu Kimura > IP Network tech. dep. CTC > Phone +81-52-740-8101 > Fax +81-52-740-8935 > - - - - - - - - - - - - - - - - - - - - > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 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 From jdfalk at mail-abuse.org Thu Jan 18 13:45:45 2001 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Thu, 18 Jan 2001 10:45:45 -0800 Subject: [rt-users] notify on comment In-Reply-To: <225BC178B638C945A0998F5CC4658D1CDD072D@exchange.corp.mycomputer.com>; from brandon@mycomputer.com on Thu, Jan 18, 2001 at 09:24:27AM -0700 References: <225BC178B638C945A0998F5CC4658D1CDD072D@exchange.corp.mycomputer.com> Message-ID: <20010118104545.H25105@mail-abuse.org> On 01/18/01, Brandon Pulsipher wrote: > I want to have RT notify the requestor of ticket, even on comment. > Currently, the admin allows for the requestor to be notified on all changes, > EXCEPT comment. Can someone suggest the area of code I look at to address > this? Why not just use reply in that case? The entire purpose of comment is to be able to include information that the requestor does not need to see. -- J.D. Falk "The Internet isn't just a publishing medium or a Product Manager medium for commerce, it's a social medium." Mail Abuse Prevention System LLC -- Howard Rheingold From jpm at pwc-ri.com Thu Jan 18 14:09:52 2001 From: jpm at pwc-ri.com (Justin Monti) Date: Thu, 18 Jan 2001 14:09:52 -0500 Subject: [rt-users] Allowing users to self-register Message-ID: Does anyone know of a way, or where to modify RT, to allow users to self-register? I was going to create an account with admin rights and let them in that way, but I'd rather not expose the entire admin interface. Basically I am looking to create a way that the only thing the users would see for this self-registration function is the create user button in the admin interface. Ideas? tia Justin From tobiasb at suptra.org Thu Jan 18 13:29:34 2001 From: tobiasb at suptra.org (Tobias Brox) Date: Thu, 18 Jan 2001 19:29:34 +0100 (CET) Subject: [rt-users] notify on comment In-Reply-To: <225BC178B638C945A0998F5CC4658D1CDD072D@exchange.corp.mycomputer.com> Message-ID: > I want to have RT notify the requestor of ticket, even on comment. > Currently, the admin allows for the requestor to be notified on all changes, > EXCEPT comment. Can someone suggest the area of code I look at to address > this? If I Remember Correct ... (more than a year since I've been dealing anything with RT1) ... There should be a file lib/rt/database/manipulate.pm that executes code for the actions (comment, respond, etc). It also launches emails. Find the "sub comment" (or something similar to that) and see to that the requestor also gets the email. -- Tobias Brox | +47 98660706 | Freelance consulting: Bestumvn 35 | NO 982 763 134 | Linux, Programming, Web services, N-0281 Oslo | NOK to 9731.58.18099 | Support tracking, Distributed Systems From brb7790 at cs.rit.edu Thu Jan 18 16:54:48 2001 From: brb7790 at cs.rit.edu (Brian Bonner) Date: Thu, 18 Jan 2001 16:54:48 -0500 (EST) Subject: [rt-users] mod_mime_magic problem? In-Reply-To: Message-ID: Yes, actually I have solved it, RT when it installs it/ or fixes the permissions on RT when you elect to do that in the make; will make the permissions on the cgi readable by nobody at all, so if you chmod +r the cgi files used by RT, ex. chmod +r webrt.cgi then that'll stop that error since the mod_mime_magic puts out the error because it cant read the cgi.. it doesnt affect how RT works, but its a pain in the ass when it comes to your log files.. Brian On Wed, 17 Jan 2001, Gary Young wrote: > Have you solved this problem? I'm seeing the same thing on two systems that > I've set up. > > > From: Brian Bonner > > Date: Fri, 5 Jan 2001 15:37:41 -0500 (EST) > > To: rt-users at lists.fsck.com > > Subject: [rt-users] mod_mime_magic problem? > > > > > > Does RT have a problem with mod_mime_magic or something? I'm having this > > error.. > > > > Permission denied: mod_mime_magic: can't read `/opt/rt/bin/cgi/webrt.cgi' > > > > this happens when I try to create a request in webrt.cgi.. anybody > > experiened something similar to this? would appreciate some help in > > getting rid of this problem.. > > > > Brian Bonner > > > > > > _______________________________________________ > > 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 wozz+rt at wookie.net Thu Jan 18 19:29:14 2001 From: wozz+rt at wookie.net (Wozz) Date: Thu, 18 Jan 2001 17:29:14 -0700 Subject: [rt-users] strange email issue... Message-ID: <20010118172914.H20646@luvewe.bonch.org> I seem to be having some problems with a few emails coming into our RT system. Looks like a simple pattern matching mixup. We're running rt 1.0.6 on a system with qmail. Messages are sent to abuse at ourdomain.com which is hosted by an exchange system, then forwarded on to our qmail and rt system. It seems From: lines of the form From: "user at foo.com" confuse something, and RT attempts to reply to "user at foo.com"@ourdomain.com. Also, I'm curious why rt is using the From: line to determine who to reply to rather than the From line (no colon, smtp envelope from). From wozz+rt at wookie.net Thu Jan 18 19:37:55 2001 From: wozz+rt at wookie.net (Wozz) Date: Thu, 18 Jan 2001 17:37:55 -0700 Subject: [rt-users] strange email issue... In-Reply-To: <20010118172914.H20646@luvewe.bonch.org>; from wozz+rt@wookie.net on Thu, Jan 18, 2001 at 05:29:14PM -0700 References: <20010118172914.H20646@luvewe.bonch.org> Message-ID: <20010118173755.J20646@luvewe.bonch.org> On Thu, Jan 18, 2001 at 05:29:14PM -0700, Wozz wrote: > I seem to be having some problems with a few emails coming into > our RT system. Looks like a simple pattern matching mixup. We're > running rt 1.0.6 on a system with qmail. Messages are sent to > abuse at ourdomain.com which is hosted by an exchange system, then > forwarded on to our qmail and rt system. It seems From: lines of > the form > > From: "user at foo.com" > > confuse something, and RT attempts to reply to > "user at foo.com"@ourdomain.com. Also, I'm curious why rt is using the From: > line to determine who to reply to rather than the From line (no colon, smtp > envelope from). > A bit more research seems to locate the problem around line 295 in ui/mail/manipulate.pm. It appears to parse the From: line incorrectly. Anything with an @ in the "Real Name" portion of the email address is going to be parsed incorrectly. Without knowing where else this information is used and for what purpose, I'm hesitant to attempt a fix. Any ideas? From wozz+rt at wookie.net Thu Jan 18 19:37:55 2001 From: wozz+rt at wookie.net (Wozz) Date: Thu, 18 Jan 2001 17:37:55 -0700 Subject: [rt-users] strange email issue... In-Reply-To: <20010118172914.H20646@luvewe.bonch.org>; from wozz+rt@wookie.net on Thu, Jan 18, 2001 at 05:29:14PM -0700 References: <20010118172914.H20646@luvewe.bonch.org> Message-ID: <20010118173755.J20646@luvewe.bonch.org> On Thu, Jan 18, 2001 at 05:29:14PM -0700, Wozz wrote: > I seem to be having some problems with a few emails coming into > our RT system. Looks like a simple pattern matching mixup. We're > running rt 1.0.6 on a system with qmail. Messages are sent to > abuse at ourdomain.com which is hosted by an exchange system, then > forwarded on to our qmail and rt system. It seems From: lines of > the form > > From: "user at foo.com" > > confuse something, and RT attempts to reply to > "user at foo.com"@ourdomain.com. Also, I'm curious why rt is using the From: > line to determine who to reply to rather than the From line (no colon, smtp > envelope from). > A bit more research seems to locate the problem around line 295 in ui/mail/manipulate.pm. It appears to parse the From: line incorrectly. Anything with an @ in the "Real Name" portion of the email address is going to be parsed incorrectly. Without knowing where else this information is used and for what purpose, I'm hesitant to attempt a fix. Any ideas? From bwoods at fantasyent.com Thu Jan 18 21:21:18 2001 From: bwoods at fantasyent.com (BWoods) Date: Thu, 18 Jan 2001 21:21:18 -0500 Subject: [rt-users] How many aliases are needed? Message-ID: Hi, I've got a (hopefully) simple question on setting up RT. Per the README file that comes with RT it reads: an alias RT need to be set up in /etc/aliases as follows: rt: /opt/rt/bin/rt-mailgate queue correspond What exactly is supposed to go in place of the "queue" for that line? Example: I have two queues: help & QA I would like our end users to send an email to help at domainname.com and developers to send qa at domainname.com to have a request created. But it doesn't seem to work. Do I need to send the email to rt at domainname.com with "help" or "qa" in the subject or body or do I need to add help: /opt/rt/bin/rt-mailgate help correspond qa: /opt/rt/bin/rt-mailgate qa correspond to /etc/aliases? Is there some more examples available in the documentation I'm missing? Thanks for any help! Bert Woods bwoods at fantasyent.com From jesse at fsck.com Thu Jan 18 21:25:18 2001 From: jesse at fsck.com (Jesse) Date: Thu, 18 Jan 2001 21:25:18 -0500 Subject: [rt-users] How many aliases are needed? In-Reply-To: ; from bwoods@fantasyent.com on Thu, Jan 18, 2001 at 09:21:18PM -0500 References: Message-ID: <20010118212518.M29007@pallas.fsck.com> On Thu, Jan 18, 2001 at 09:21:18PM -0500, BWoods wrote: > Hi, > > I have two queues: help & QA > I would like our end users to send an email to help at domainname.com and > developers to send qa at domainname.com to have a request created. But it > doesn't seem to work. > > Do I need to send the email to rt at domainname.com with "help" or "qa" in the > subject or body or do I need to add > > help: /opt/rt/bin/rt-mailgate help correspond > qa: /opt/rt/bin/rt-mailgate qa correspond you're missing |s those should read: help: "|/opt/rt/bin/rt-mailgate help correspond" qa: "|/opt/rt/bin/rt-mailgate qa correspond" > > to /etc/aliases? > > > Is there some more examples available in the documentation I'm missing? > > > Thanks for any help! > > Bert Woods > bwoods at fantasyent.com > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 that's security the same way that asking for directions to topeka and being told that a seal is a mammal is informative -robin at apocalypse.org From stephen at acgroup.ucsc.edu Thu Jan 18 21:25:52 2001 From: stephen at acgroup.ucsc.edu (stephen at acgroup.ucsc.edu) Date: Thu, 18 Jan 2001 18:25:52 -0800 (PST) Subject: [rt-users] How many aliases are needed? In-Reply-To: Message-ID: Create your queues in the rt system first. Call them what you want- could be the same name. Then as you indicated below create the aliases that correspond to the RT queue names. For example: create a queue called help then create the alias as you indicated below. You could call the queue anything like 'helpme' just as long as you use the correct email alias both in /etc/aliases and the RT system queue creation that wants to know what the email address is that people send to. > rt: /opt/rt/bin/rt-mailgate queue correspond > > What exactly is supposed to go in place of the "queue" for that line? > > help: /opt/rt/bin/rt-mailgate help correspond > qa: /opt/rt/bin/rt-mailgate qa correspond > > to /etc/aliases? > > > Is there some more examples available in the documentation I'm missing? > > > Thanks for any help! > > Bert Woods > bwoods at fantasyent.com > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From kimura at ctc.ad.jp Thu Jan 18 23:10:10 2001 From: kimura at ctc.ad.jp (Kazu Kimura) Date: Fri, 19 Jan 2001 13:10:10 +0900 Subject: [rt-users] RT1.0.7 mailgate problem? In-Reply-To: <20010118133218.W29007@pallas.fsck.com> References: <20010118194651.569D.KIMURA@ctc.ad.jp> <20010118133218.W29007@pallas.fsck.com> Message-ID: <20010119130835.C5C8.KIMURA@ctc.ad.jp> Sorry, I reviewed the patch and corrected. Now it works fine. Regards, Kazu On Thu, 18 Jan 2001 13:32:18 -0500 Jesse wrote: > To the best of my knowledge, RT 1.0.7 should be fine. (I just tested this) > What sendmail is this and does it happen without the japanese patch attached? > > > On Thu, Jan 18, 2001 at 07:51:18PM +0900, Kazu Kimura wrote: > > Jesse, > > > > After upgrading to RT1.0.7, it seems to me rt-mailgate does not function properly. > > > > Following is the error message from RT. > > - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - > > The original message was received at Thu, 18 Jan 2001 19:44:18 +0900 (JST) > > from IDENT:root at mail.ctc.ad.jp [xxx.xxx.xxx.xxx] > > > > ----- The following addresses had permanent fatal errors ----- > > "|/opt/rt/bin/rt-mailgate CTCN correspond" > > (expanded from: ) > > > > ----- Transcript of session follows ----- > > Could not send mail :( > > > > Tried to launch this command: /usr/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m > > 550 "|/opt/rt/bin/rt-mailgate CTCN correspond"... User unknown > > - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - > > > > I have not change /etc/aliases at all. > > > > Is this a bug or problem specific to our environment? > > > > Regards, > > > > p.s) I have added Japanese patch. > > - - - - - - - - - - - - - - - - - - - > > Kazu Kimura > > IP Network tech. dep. CTC > > Phone +81-52-740-8101 > > Fax +81-52-740-8935 > > - - - - - - - - - - - - - - - - - - - - > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com > 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-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From person at mail.meteo.psu.edu Fri Jan 19 12:16:48 2001 From: person at mail.meteo.psu.edu (Arthur A. Person) Date: Fri, 19 Jan 2001 12:16:48 -0500 (EST) Subject: [rt-users] Forwarding mail from web interface In-Reply-To: <20010118212518.M29007@pallas.fsck.com> Message-ID: Hi... Anyone know if mail received into a queue can be forwared to another mail address from the web interface? E.g., I get a request for help but it belongs to another group so I just want to forward it and resolve it. Thanks. Art. Arthur A. Person Research Assistant, System Administrator Penn State Department of Meteorology email: person at mail.meteo.psu.edu, phone: 814-863-1563 From jdfalk at mail-abuse.org Fri Jan 19 13:26:07 2001 From: jdfalk at mail-abuse.org (J.D. Falk) Date: Fri, 19 Jan 2001 10:26:07 -0800 Subject: [rt-users] strange email issue... In-Reply-To: <20010118173755.J20646@luvewe.bonch.org>; from wozz+rt@wookie.net on Thu, Jan 18, 2001 at 05:37:55PM -0700 References: <20010118172914.H20646@luvewe.bonch.org> <20010118173755.J20646@luvewe.bonch.org> Message-ID: <20010119102607.H53801@mail-abuse.org> On 01/18/01, Wozz wrote: > A bit more research seems to locate the problem around line 295 in > ui/mail/manipulate.pm. It appears to parse the From: line incorrectly. > Anything with an @ in the "Real Name" portion of the email address is going > to be parsed incorrectly. Without knowing where else this information is > used and for what purpose, I'm hesitant to attempt a fix. Any ideas? Aah, so that's what causes that. I was certain it was user error (and, in many ways, it is -- but it's a common mistake.) -- J.D. Falk "The Internet isn't just a publishing medium or a Product Manager medium for commerce, it's a social medium." Mail Abuse Prevention System LLC -- Howard Rheingold From rt-id-45 at lists.lorens.org Fri Jan 19 13:43:46 2001 From: rt-id-45 at lists.lorens.org (Lorens Kockum) Date: Fri, 19 Jan 2001 19:43:46 +0100 Subject: [rt-users] Newbie to RT -- can't get RT to *send* mail Message-ID: <20010119194346.A28081@apex.lorens.com> Ok, it's past 7 p.m. Friday here in France, it's the first time I've used mysql, RT or indeed any CGI programs whatsoever, it's the first time I post to this list, so the odds are really quite overwhelming that I'm asking a stupid question. Still, here goes. I've installed RT, I believe correctly :-) and since I'm using exim I applied the exim-specific info in contrib. So far so good. The mail I send to the address I've configured gets into the database all right, as comments or correspondence. That part seems to account for all the mail-related problems mentioned in the FAQ or the mailing list archives. My problem is that when I through the web interface click reply, the mail doesn't go out. It's listed in the bug history as sent, but the mail just simply isn't. Nothing is mentioned in the mail logs, not in exim's logs nor in the old sendmail logs. I've unchecked all the mail-related boxes on the queue-admin page, because I don't want to send mail in the cases given -- in short, no automatic mail whatsoever -- but I do want to send mail when I explicitly click Reply. config.pm says (havn't changed it any): $mailprog = "/usr/lib/sendmail"; $mail_options = "-oi -t"; which seems OK since exim has taken some pains to understand sendmail syntax. /usr/lib/sendmail is a symlink to the exim executable. When I su to the rt user and execute /usr/lib/sendmail -oi -t my_address << EOF followed by a standard mail with From:, Subject: etc, it goes out OK, is logged where I expect it to be, etc. No errors are listed in the apache logs. If I was missing something so gross as the perl mail module (wassisname for CPAN anyway?) I figure there should be a terrible error logged somewhere, or that the cgi's should cry server error... right? The only reasonable thing I can think of is that I don't have a real FQDN hostname... just an [:alpha:] name with no dots. I'm not on a network with DNS. Exim is smarthosted to send all mail to an IP address, and I get my mail with fetchmail. I've told apache that its ServerName is the IP address, and it seems happy with that. I set --force at mysql_install_db, and hand-edited files afterwards, with no apparent ill effects. In the RT queue configuration, the mail alias is fully defined with an @. Now what? I'd truss something, but I'm not quite sure what. I'm mainly scared that for something as vital for me as a mail there are no flashing red blinkenlichten saying there's an error somewhere. Am I missing an RT logfile somewhere? Base system: Debian Linux 2.2 (potato) with exim 3.12, netscape 4.76, apache-perl Debian version: 1.3.9-13.1-1.21.20000309-1 Downloaded today: RT 1.0.7 MySQL 3.23.31 Msql-Mysql-modules-1.2215 HAND everybody. -- #include Lorens Kockum From allbery at ece.cmu.edu Fri Jan 19 13:55:04 2001 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Fri, 19 Jan 2001 13:55:04 -0500 Subject: [rt-users] Newbie to RT -- can't get RT to *send* mail In-Reply-To: <20010119194346.A28081@apex.lorens.com> Message-ID: <67570000.979930504@pyanfar.ece.cmu.edu> On Friday, January 19, 2001 19:43:46 +0100, Lorens Kockum wrote: +----- | I'm mainly scared that for something as vital for me as a mail | there are no flashing red blinkenlichten saying there's an error | somewhere. Am I missing an RT logfile somewhere? +--->8 It will be in the Apache error log, but it won't have actually committed such a major error that Apache would have failed the CGI. For errors like this, I find it useful to use Log::STDERR. The top of my rtmux.pl looks like: #!/usr/bin/perl -T use Tie::STDERR 'allbery at ece.cmu.edu'; and Tie::STDERR reports all stderr output to me via mail (using a relatively dumb interface, so it should hopefully work). You can change it to log stderr in other ways if you don't want to use (or don't trust) mail. (In some ways it would be better if RT required Tie::STDERR.) -- 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 philw at webmaster.com Sat Jan 20 23:26:31 2001 From: philw at webmaster.com (Phillip White) Date: Sat, 20 Jan 2001 21:26:31 -0700 Subject: [rt-users] Archiving Queue Message-ID: <5.0.2.1.2.20010120212453.04c5e620@216.152.64.131> I've noticed that it is starting to take a long time for an index into the queue. I've been asked to archive queue 1 through 5000 - is this possible? Thus making it faster accessing more current queues. Regards, Phillip ---Signature Follows--- Network Administrator WebMaster Inc. http://www.webmaster.com Santa Clara, California 95050, USA 408-345-1800 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at fsck.com Sun Jan 21 02:22:25 2001 From: jesse at fsck.com (Jesse) Date: Sun, 21 Jan 2001 02:22:25 -0500 Subject: [rt-users] Newbie to RT -- can't get RT to *send* mail In-Reply-To: <67570000.979930504@pyanfar.ece.cmu.edu>; from allbery@ece.cmu.edu on Fri, Jan 19, 2001 at 01:55:04PM -0500 References: <20010119194346.A28081@apex.lorens.com> <67570000.979930504@pyanfar.ece.cmu.edu> Message-ID: <20010121022225.Y29007@pallas.fsck.com> > > #!/usr/bin/perl -T > use Tie::STDERR 'allbery at ece.cmu.edu'; > > and Tie::STDERR reports all stderr output to me via mail (using a > relatively dumb interface, so it should hopefully work). You can change it > to log stderr in other ways if you don't want to use (or don't trust) mail. > > (In some ways it would be better if RT required Tie::STDERR.) > RT2 uses Log::Dispatch which allows logging via a number of different methods, including Email, Syslog and spooling to a file on disk. And it gives us different levels of logging. -j > -- > 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] > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 "Mary had a crypto key / She kept it in escrow And everything that Mary said / The Feds were sure to know" -- Sam Simpson From proftp_cj at kdd.de Mon Jan 22 04:28:14 2001 From: proftp_cj at kdd.de (Christian Janssen) Date: Mon, 22 Jan 2001 10:28:14 +0100 Subject: [rt-users] serial number format Message-ID: <20010122092839.C040E111E1@pallas.eruditorum.org> Hi, Software: We use Request Tracker version 1.0.7 in test (we want to start ASAP productive) and update, later, after the release to 2.0x. OS: RH7 maybe and hopefully a really simple question (but I didn't found in the Manual/FAQ): How can I change (set) the format of serial number. The unique identifier has a format 1 to xxx. I prefer the format: date-num [num daily started from 1] eg. 20010117-1 => yyyymmdd-num Is this possible? Thank you in advance regards Christian -> Congratulation for this great Software !! From jesse at fsck.com Mon Jan 22 04:44:32 2001 From: jesse at fsck.com (Jesse) Date: Mon, 22 Jan 2001 04:44:32 -0500 Subject: [rt-users] serial number format In-Reply-To: <20010122092839.C040E111E1@pallas.eruditorum.org>; from proftp_cj@kdd.de on Mon, Jan 22, 2001 at 10:28:14AM +0100 References: <20010122092839.C040E111E1@pallas.eruditorum.org> Message-ID: <20010122044432.B27008@pallas.fsck.com> We depend on the database to generate those unique serial numbers. If you can get mysql to generate sequence numbers in the apropriate range, it should just work. If you can't make mysql do it, there's not really any way. One way (assuming that the serial #'s INT type has enough bits..which I can't look at right now) is to have a cron job that inserts an entry into the each_req table with a serial number of yyyymmdd0000. As long as you never get more than 9999 tickets in a given day this should be fine. Note that I don't know if _anyone_ who's ever done this. -j On Mon, Jan 22, 2001 at 10:28:14AM +0100, Christian Janssen wrote: > Hi, > > Software: > We use Request Tracker version 1.0.7 in test > (we want to start ASAP productive) > and update, later, after the release to 2.0x. > OS: > RH7 > > > maybe and hopefully a really simple question > (but I didn't found in the Manual/FAQ): > > How can I change (set) the format of serial number. > The unique identifier has a format 1 to xxx. > > I prefer the format: > date-num [num daily started from 1] eg. > 20010117-1 => yyyymmdd-num > > Is this possible? > > Thank you in advance > regards > Christian > > -> Congratulation for this great Software !! > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 Linux is like a Vorlon. It is incredibly powerful, gives terse, cryptic answers and has a lot of things going on in the background. From matthew at actweb.net Tue Jan 23 00:13:30 2001 From: matthew at actweb.net (Matthew Horoschun) Date: Mon, 22 Jan 2001 21:13:30 -0800 Subject: [rt-users] serial number format References: <20010122092839.C040E111E1@pallas.eruditorum.org> <20010122044432.B27008@pallas.fsck.com> Message-ID: <3A6D12F9.3BBF9AB4@actweb.net> You won't have enough bits... INT is 4 bytes, so you'd only get up to a bit over 2,000,000,000. Jesse wrote: > We depend on the database to generate those unique serial numbers. > If you can get mysql to generate sequence numbers in the apropriate range, > it should just work. If you can't make mysql do it, there's not really any way. > > One way (assuming that the serial #'s INT type has enough bits..which I can't > look at right now) is to have a cron job that inserts an entry into the > each_req table with a serial number of yyyymmdd0000. As long as you never > get more than 9999 tickets in a given day this should be fine. Note that > I don't know if _anyone_ who's ever done this. Matt. From jesse at fsck.com Mon Jan 22 05:16:40 2001 From: jesse at fsck.com (Jesse) Date: Mon, 22 Jan 2001 05:16:40 -0500 Subject: [rt-users] serial number format In-Reply-To: <3A6D12F9.3BBF9AB4@actweb.net>; from matthew@actweb.net on Mon, Jan 22, 2001 at 09:13:30PM -0800 References: <20010122092839.C040E111E1@pallas.eruditorum.org> <20010122044432.B27008@pallas.fsck.com> <3A6D12F9.3BBF9AB4@actweb.net> Message-ID: <20010122051640.E27008@pallas.fsck.com> Indeed. However, if one is going to be doing local customization, changing serial_num to a BIGINT should get you plenty of breathing room. -j On Mon, Jan 22, 2001 at 09:13:30PM -0800, Matthew Horoschun wrote: > > You won't have enough bits... INT is 4 bytes, so you'd only get up to a bit over > 2,000,000,000. > > Jesse wrote: > > > We depend on the database to generate those unique serial numbers. > > If you can get mysql to generate sequence numbers in the apropriate range, > > it should just work. If you can't make mysql do it, there's not really any way. > > > > One way (assuming that the serial #'s INT type has enough bits..which I can't > > look at right now) is to have a cron job that inserts an entry into the > > each_req table with a serial number of yyyymmdd0000. As long as you never > > get more than 9999 tickets in a given day this should be fine. Note that > > I don't know if _anyone_ who's ever done this. > > Matt. > > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 the point is that words were exchanged. neurolinguistic programming will do the rest. they should be showing up at my house any day now. From rt-id-45 at lists.lorens.org Mon Jan 22 05:52:22 2001 From: rt-id-45 at lists.lorens.org (Lorens Kockum) Date: Mon, 22 Jan 2001 11:52:22 +0100 Subject: [rt-users] Newbie to RT -- can't get RT to *send* mail In-Reply-To: <67570000.979930504@pyanfar.ece.cmu.edu> References: <20010119194346.A28081@apex.lorens.com> <67570000.979930504@pyanfar.ece.cmu.edu> Message-ID: <20010122115222.A15883@apex.lorens.com> On Fri, Jan 19, 2001 at 01:55:04PM -0500, Brandon S. Allbery KF8NH wrote: > and Tie::STDERR reports all stderr output to me via mail Good idea (I didn't know how to go about that). Didn't work. Hmmm. For my specific definition of "work", that is. So if there's no error produced, maybe everything is working as designed? Track, track (using Tie::STDERR to tag points of passage). ./lib/rt/database/manipulate.pm, function add_correspondence. It seems that mail is not sent . . . to the e-mail address of the person who is logged in and executes the request to send mail. And since I'm testing, I was doing everything with the same account. Not sending mail to the person originating the mail seems the right thing to do, of course, now that I think of it -- but I'm used to programs being dumber than that ;-) Concerned that I might have missed it in the docs, I grepped through them for "mail" and did not find anything of the kind (hint, hint ;-). So %RT RESOLVE. Now I'm looking at juicy features in RT2 and wondering whether I should try for it immediately :-) -- #include Lorens Kockum From rob.fenwick at futurenet.co.uk Mon Jan 22 07:31:00 2001 From: rob.fenwick at futurenet.co.uk (Rob Fenwick) Date: Mon, 22 Jan 2001 12:31:00 -0000 Subject: [rt-users] Am I being stoopid? Message-ID: <00aa01c0846f$2d963970$063512ac@fph.co.uk> Hi there, I'm new to the list, but I've had a good dig around the archives to see if this has been asked before, and besides which I'm in a real hurry with this ;) I get the feeling I'm being stupid, and I'm almost certain this is 100% a sendmail problem, but when I send a mail to rt at server.blah.blah, sendmail chucks back: ----- The following addresses had permanent fatal errors ----- "|/usr/bin/rt/bin/rt-mailgate futurenet correspond" (expanded from: ) ----- Transcript of session follows ----- sh: rt-mailgate not available for sendmail programs 554 "|/usr/bin/rt/bin/rt-mailgate futurenet correspond"... Service unavailable Now I thought that must be a permissions error, but after having spent an hour working with various combos of permissions, still can't get the thing going. Anyone could remove the full from my eyes would be much loved ;) Rob Fenwick Web Administrator, Futurenet Future Publishing UK http://www.futurenet.co.uk From ra at letras.de Mon Jan 22 07:41:01 2001 From: ra at letras.de (Ralph Angenendt) Date: Mon, 22 Jan 2001 13:41:01 +0100 Subject: [rt-users] Am I being stoopid? In-Reply-To: <00aa01c0846f$2d963970$063512ac@fph.co.uk>; from rob.fenwick@futurenet.co.uk on Mon, Jan 22, 2001 at 12:31:00PM -0000 References: <00aa01c0846f$2d963970$063512ac@fph.co.uk> Message-ID: <20010122134101.C32680@camioneta.letras.de> Rob Fenwick wrote: > > ----- The following addresses had permanent fatal errors ----- > "|/usr/bin/rt/bin/rt-mailgate futurenet correspond" > (expanded from: ) > > ----- Transcript of session follows ----- > sh: rt-mailgate not available for sendmail programs > 554 "|/usr/bin/rt/bin/rt-mailgate futurenet correspond"... Service > unavailable This should be (and probably is) a FAQ. Your sendmail uses smrsh, a restricted shell. You have to tell sendmail, which programs fit in your security-policy, otherwise sendmail refuses to run theses programs. A 'ln -sf /usr/bin/rt/bin/rt-mailgate /etc/srmsh/rt-mailgate' should give rt-mailgate the sufficient trust. Strange $PATH you got there ;-) Ralph -- __________________________________________________________________________ Ralph Angenendt | "Military justice is to justice what military http://www.letras.de | music is to music" ra at letras.de | -- Groucho Marx -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 232 bytes Desc: not available URL: From rob.fenwick at futurenet.co.uk Mon Jan 22 07:57:57 2001 From: rob.fenwick at futurenet.co.uk (Rob Fenwick) Date: Mon, 22 Jan 2001 12:57:57 -0000 Subject: [rt-users] Am I being stoopid? In-Reply-To: <20010122134101.C32680@camioneta.letras.de> Message-ID: <00c001c08472$f1875410$063512ac@fph.co.uk> > This should be (and probably is) a FAQ. You're right, it is - sorry! I'll go and do some self-mutilation by way of apology ;) Thanks for setting me straight on that. Rob Fenwick Web Administrator, Futurenet Future Publishing UK http://www.futurenet.co.uk From jblaine at linus.mitre.org Mon Jan 22 17:05:30 2001 From: jblaine at linus.mitre.org (Jeff Blaine) Date: Mon, 22 Jan 2001 17:05:30 -0500 Subject: [rt-users] PostgreSQL and RT Message-ID: <930586732.980183130@jblaine-pc.mitre.org> Hi. Will RT 2.0 "release" have PostgreSQL support "out da box"? Will RT 2.0 alpha 3 have it? Does RT 2.0 alpha 2 have it? Better yet, is there a stabilized version of RT that has PostgreSQL support? I was unable to answer these questions by perusing the RT web site. Perhaps I missed stuff. Thanks. From jesse at fsck.com Mon Jan 22 17:11:03 2001 From: jesse at fsck.com (Jesse) Date: Mon, 22 Jan 2001 17:11:03 -0500 Subject: [rt-users] PostgreSQL and RT In-Reply-To: <930586732.980183130@jblaine-pc.mitre.org>; from jblaine@linus.mitre.org on Mon, Jan 22, 2001 at 05:05:30PM -0500 References: <930586732.980183130@jblaine-pc.mitre.org> Message-ID: <20010122171103.Z27008@pallas.fsck.com> On Mon, Jan 22, 2001 at 05:05:30PM -0500, Jeff Blaine wrote: > Will RT 2.0 "release" have PostgreSQL support "out da box"? Yes. > Does RT 2.0 alpha 2 have it? Yes, but it's known to have issues. I'm currently waiting on a patch to the database substrate, DBIx::SearchBuilder, which addresses many of them. > > Better yet, is there a stabilized version of RT that has PostgreSQL > support? long long long ago, somoene ported rt 0.99.something to postgres as a oneoff. however it was rather a lot of work and it wasn't possible to maintain that in the same codebase as the core distribution. -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 They'll take my private key when they pry it from my cold dead fingers! From jb at whatiflinux.com Mon Jan 22 18:54:05 2001 From: jb at whatiflinux.com (Joel Brissenden) Date: Mon, 22 Jan 2001 18:54:05 -0500 Subject: [rt-users] rt add-ons? References: <930586732.980183130@jblaine-pc.mitre.org> <20010122171103.Z27008@pallas.fsck.com> Message-ID: <3A6CC81D.1C5FF07@whatiflinux.com> Hello All, After evalutating several different request/support related software, I have settled on RT for its customization and features. It seems like a great application. I was wondering if there are any add-ons or templates available that aren't listed on the web site. Also, any other ideas/tips that you've run into that help you use request tracker work best for your company would be great. Cheers, Joel Jesse wrote: > On Mon, Jan 22, 2001 at 05:05:30PM -0500, Jeff Blaine wrote: > > Will RT 2.0 "release" have PostgreSQL support "out da box"? > Yes. > > > Does RT 2.0 alpha 2 have it? > Yes, but it's known to have issues. I'm currently waiting on a patch > to the database substrate, DBIx::SearchBuilder, which addresses many of them. > > > > > Better yet, is there a stabilized version of RT that has PostgreSQL > > support? > long long long ago, somoene ported rt 0.99.something to postgres as a oneoff. > however it was rather a lot of work and it wasn't possible to maintain > that in the same codebase as the core distribution. > > -- > jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > > They'll take my private key when they pry it from my cold dead fingers! > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Joel Brissenden Acrylis, Inc. http://www.whatiflinux.com 73 Princeton St. tel: 1 978 251 1987 x235 N. Chelmsford, MA 01863 fax: 1 978 251 1989 USA -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at pilosoft.com Mon Jan 22 18:25:23 2001 From: alex at pilosoft.com (Alex Pilosov) Date: Mon, 22 Jan 2001 18:25:23 -0500 (EST) Subject: [rt-users] PostgreSQL and RT In-Reply-To: <20010122171103.Z27008@pallas.fsck.com> Message-ID: On Mon, 22 Jan 2001, Jesse wrote: > Yes, but it's known to have issues. I'm currently waiting on a patch > to the database substrate, DBIx::SearchBuilder, which addresses many of them. Do you have a patch that needs to be applied or you waiting for author to make one? -alex From rt at ghost.ntelos.net Mon Jan 22 18:28:35 2001 From: rt at ghost.ntelos.net (rt at ghost.ntelos.net) Date: Mon, 22 Jan 2001 18:28:35 -0500 (EST) Subject: [rt-users] RT statistics Message-ID: Hey RTers, I was wondering if anyone had experimented with any sort of statistical data from RT. For example, if I wanted to see how many tickets were created in a particular queue for a month or if I wanted to see how many tickets a user had opened, closed, commented on, etc. I was wondering if anyone had done any work with something like RRDtool with a cricket front end or if there was a better way to graph the use of RT. Just a side project that may impress my manager to stick with opensource vs. a commercial replacement in the future. Thanks, Ashby Gochenour NTELOS NOC From jesse at fsck.com Mon Jan 22 20:35:37 2001 From: jesse at fsck.com (Jesse) Date: Mon, 22 Jan 2001 20:35:37 -0500 Subject: [rt-users] RT statistics In-Reply-To: ; from rt@ghost.ntelos.net on Mon, Jan 22, 2001 at 06:28:35PM -0500 References: Message-ID: <20010122203537.C27008@pallas.fsck.com> As far as I know, nobody has yet done a "heavyweight" RRDtool backed RT stats package. there are a couple in ftp.fsck.com/pub/rt/contrib/ My favorite one is rtstats.zip. It generates html and graphs. I've actually hacked on rtstats.zip a bit to add a few graphs and generalize a bit of the code. you can get my variant from: http://www.fsck.com/~jesse/projects/rtstats-jesse.tar If it has issues, ask me or RT users, rather than troubling the original author, who shouldn't be forced to deal with my hacks ;) -jesse On Mon, Jan 22, 2001 at 06:28:35PM -0500, rt at ghost.ntelos.net wrote: > Hey RTers, > I was wondering if anyone had experimented with any sort of statistical > data from RT. For example, if I wanted to see how many tickets were > created in a particular queue for a month or if I wanted to see how many > tickets a user had opened, closed, commented on, etc. I was wondering if > anyone had done any work with something like RRDtool with a cricket front > end or if there was a better way to graph the use of RT. Just a side > project that may impress my manager to stick with opensource vs. a > commercial replacement in the future. > > Thanks, > > Ashby Gochenour > NTELOS > NOC > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 pretty soon we're going to HAVE to have hypertext mail! --Tim Berners Lee. (8 Jan 1993 on www-talk) From mick at multinet.no Tue Jan 23 09:31:23 2001 From: mick at multinet.no (Tore Micaelsen) Date: Tue, 23 Jan 2001 15:31:23 +0100 Subject: [rt-users] problems with iso-8859-1 characters.. Message-ID: <005701c08549$29b04aa0$190c5ac1@multinet.no> ver.: RT: 1.0.7 uname -a: Linux ticker.domain 2.2.14-5.0 #1 Tue Mar 7 21:07:39 EST 2000 i686 unknown perl: This is perl, version 5.005_03 built for i386-linux webserver : Server version: Apache/1.3.14 (Unix) browsers tried: IE5.0 problem: when i send a message from a windows machine using '???' (norwegian characters)in the subject, i get big problems with the : ----------------------------- Greetings, This message has been automatically generated in response to your message regarding "=?iso-8859-1?B?5vjl?=", the content of which appears below. There is ------------------- also on the web-interface i get the same for subject...makes it unreadable. Anyone have any idea if there is any soulutions for this? Regards Tore From jesse at fsck.com Tue Jan 23 12:50:10 2001 From: jesse at fsck.com (Jesse) Date: Tue, 23 Jan 2001 12:50:10 -0500 Subject: [rt-users] problems with iso-8859-1 characters.. In-Reply-To: <005701c08549$29b04aa0$190c5ac1@multinet.no>; from mick@multinet.no on Tue, Jan 23, 2001 at 03:31:23PM +0100 References: <005701c08549$29b04aa0$190c5ac1@multinet.no> Message-ID: <20010123125010.N27008@pallas.fsck.com> Tore, There's a patch in ftp://ftp.fsck.com/pub/rt/contrib called "subject-encoding" that deals with just this issue. It should take care of your issue. Jesse PS: Tell Ingrid Melve I say hi. On Tue, Jan 23, 2001 at 03:31:23PM +0100, Tore Micaelsen wrote: > ver.: > RT: 1.0.7 > uname -a: Linux ticker.domain 2.2.14-5.0 #1 Tue Mar 7 21:07:39 EST 2000 > i686 unknown > perl: This is perl, version 5.005_03 built for i386-linux > webserver : Server version: Apache/1.3.14 (Unix) > browsers tried: IE5.0 > > > problem: > > when i send a message from a windows machine using '???' (norwegian > characters)in the subject, i get big problems with the : > ----------------------------- > Greetings, > > This message has been automatically generated in response to your > message regarding "=?iso-8859-1?B?5vjl?=", the content of which appears > below. There is > > ------------------- > also on the web-interface i get the same for subject...makes it unreadable. > > Anyone have any idea if there is any soulutions for this? > > Regards > Tore > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 This is scary. I'm imagining tracerouting you and seeing links like "Route 84" and "Route 9, Exit 14". Obviously, this is illness induced. --Cana McCoy From Jason.Maderios at togethersoft.com Tue Jan 23 13:39:07 2001 From: Jason.Maderios at togethersoft.com (Jason Maderios) Date: Tue, 23 Jan 2001 13:39:07 -0500 Subject: [rt-users] RT Web Interface will not send mail. Message-ID: <97E7068B8C7ED411A1D000508BEE159797B6BC@tsoftmail01.togethersoft.net> Here is a strange one. Send in a ticket via email. RT auto responds ok. Go into a ticket and hit Reply -- No email gets sent.. Go into a Ticket and hit Reply but add someone to the "CC" field and the CC'd person gets the mail but not the "Requestor" even if the CC is the same as the requestor! I've added use Tie::STDERR ' >> /tmp/rterrlog' ; to rtmux.pl and no errors are getting reported. No errors in apache/logs/errorlog Nadda Zilch Nothing.. It really hurts because today is the day I am supposed to roll out RT to our IT folks. I am sitting here writing this email running late to teach the 2nd course today on how to use it. The only thing that I broke was permissions. Since then I have done a make upgrade from the source tree to restore everything. I even installed it into another directory to permission comparisons against the installed tree.. Any Thoughts? I need to get this resolved or I may loose the option of RT! It took some convincing to get my IT Director to even look at.... Please Help if you have clues! Jason Maderios Unix Systems Admin. From gordon at eigroup.com Tue Jan 23 08:03:17 2001 From: gordon at eigroup.com (Gordon Johnston) Date: Tue, 23 Jan 2001 13:03:17 -0000 Subject: [rt-users] (no subject) Message-ID: subscribe From allbery at ece.cmu.edu Tue Jan 23 13:53:58 2001 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Tue, 23 Jan 2001 13:53:58 -0500 Subject: [rt-users] RT Web Interface will not send mail. In-Reply-To: <97E7068B8C7ED411A1D000508BEE159797B6BC@tsoftmail01.togethersoft.net> Message-ID: <31040000.980276038@pyanfar.ece.cmu.edu> On Tuesday, January 23, 2001 13:39:07 -0500, Jason Maderios wrote: +----- | Send in a ticket via email. RT auto responds ok. | Go into a ticket and hit Reply -- No email gets sent.. +--->8 Is the replier the same as the requestor? RT won't send mail in that case. -- 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 mick at multinet.no Wed Jan 24 06:38:17 2001 From: mick at multinet.no (Tore Micaelsen) Date: Wed, 24 Jan 2001 12:38:17 +0100 Subject: [rt-users] Reply with content. Message-ID: <001e01c085fa$25ad3380$190c5ac1@multinet.no> Have another problem... remember seeing something about this but cant find it again... when i reply to a mail from the webrt.cgi interface..i would like the original message to be in there with the reply. Where should i start looking to fix this problem? Regards Tore From forrestc at imach.com Wed Jan 24 06:52:02 2001 From: forrestc at imach.com (Forrest W. Christian) Date: Wed, 24 Jan 2001 04:52:02 -0700 (MST) Subject: [rt-users] Reply with content. In-Reply-To: <001e01c085fa$25ad3380$190c5ac1@multinet.no> Message-ID: Click on the picture of the mail icon on the message you want to include instead of the reply thingy at the top. On Wed, 24 Jan 2001, Tore Micaelsen wrote: > Date: Wed, 24 Jan 2001 12:38:17 +0100 > From: Tore Micaelsen > To: rt-users at lists.fsck.com > Subject: [rt-users] Reply with content. > > Have another problem... remember seeing something about this but cant find > it again... > when i reply to a mail from the webrt.cgi interface..i would like the > original message to be in there with the reply. > > Where should i start looking to fix this problem? > > Regards > Tore > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > - Forrest W. Christian (forrestc at imach.com) AC7DE ---------------------------------------------------------------------- iMach, Ltd., P.O. Box 5749, Helena, MT 59604 http://www.imach.com Solutions for your high-tech problems. (406)-442-6648 ---------------------------------------------------------------------- From jb at whatiflinux.com Wed Jan 24 11:56:42 2001 From: jb at whatiflinux.com (Joel Brissenden) Date: Wed, 24 Jan 2001 11:56:42 -0500 Subject: [rt-users] problems with iso-8859-1 characters.. References: <005701c08549$29b04aa0$190c5ac1@multinet.no> <20010123125010.N27008@pallas.fsck.com> Message-ID: <3A6F094A.DA2D3DE6@whatiflinux.com> Does anyone have any ideas on integrating RT with bugzilla? ie. if you are submitting a request for a problem, and it is also a bug, you can't submit to both bugzilla and rt at the same time. Jesse wrote: > Tore, > There's a patch in ftp://ftp.fsck.com/pub/rt/contrib > called "subject-encoding" that deals with just this issue. It should > take care of your issue. > > Jesse > > PS: Tell Ingrid Melve I say hi. > > On Tue, Jan 23, 2001 at 03:31:23PM +0100, Tore Micaelsen wrote: > > ver.: > > RT: 1.0.7 > > uname -a: Linux ticker.domain 2.2.14-5.0 #1 Tue Mar 7 21:07:39 EST 2000 > > i686 unknown > > perl: This is perl, version 5.005_03 built for i386-linux > > webserver : Server version: Apache/1.3.14 (Unix) > > browsers tried: IE5.0 > > > > > > problem: > > > > when i send a message from a windows machine using '???' (norwegian > > characters)in the subject, i get big problems with the : > > ----------------------------- > > Greetings, > > > > This message has been automatically generated in response to your > > message regarding "=?iso-8859-1?B?5vjl?=", the content of which appears > > below. There is > > > > ------------------- > > also on the web-interface i get the same for subject...makes it unreadable. > > > > Anyone have any idea if there is any soulutions for this? > > > > Regards > > Tore > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > > This is scary. I'm imagining tracerouting you and seeing links like "Route > 84" and "Route 9, Exit 14". Obviously, this is illness induced. > --Cana McCoy > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Joel Brissenden Acrylis, Inc. http://www.whatiflinux.com 73 Princeton St. tel: 1 978 251 1987 x235 N. Chelmsford, MA 01863 fax: 1 978 251 1989 USA -------------- next part -------------- An HTML attachment was scrubbed... URL: From anna at kesmai.com Wed Jan 24 09:34:50 2001 From: anna at kesmai.com (Anna Durai) Date: Wed, 24 Jan 2001 09:34:50 -0500 Subject: [Fwd: [Fwd: [rt-users] [Fwd: rt mailgate issue]]] Message-ID: <3A6EE80A.53CB239E@kesmai.com> -------------- next part -------------- An embedded message was scrubbed... From: Anna Durai Subject: Re: [Fwd: [rt-users] [Fwd: rt mailgate issue]] Date: Mon, 22 Jan 2001 18:08:35 -0500 Size: 8415 URL: From ccrider at whiterose.net Wed Jan 24 22:16:12 2001 From: ccrider at whiterose.net (Robert Myers) Date: Wed, 24 Jan 2001 22:16:12 -0500 Subject: [rt-users] Problem with web interface replies. Message-ID: <011b01c0867d$2be58530$0201a8c0@ccrider2k> I am having a trouble with the Reply function and emails via the web interface. I am getting the replies just find, but when I read them in outlook sent via the web, there are no newlines at the ends of the lines. All is fine when I send it via the command line rt -respond though. Info below, I am running RT 1.0.7 Please respond directly to me, as I am not on the list. Robert Myers Systems Administrator White Rose Internet Service http://whiterose.net (717)439-1478 ns1:/home/rt#./bin/rt Welcome to Request Tracker 1.0.7 ns1:/home/rt#perl -V Summary of my perl5 (5.0 patchlevel 5 subversion 3) configuration: Platform: osname=freebsd, osvers=4.0-current, archname=i386-freebsd uname='FreeBSD freefall.FreeBSD.org 4.0-current FreeBSD 4.0-current #0: $Date$' hint=recommended, useposix=true, d_sigaction=define usethreads=undef useperlio=undef d_sfio=undef Compiler: cc='cc', optimize='undef', gccversion=2.95.2 19991024 (release) cppflags='' ccflags ='' stdchar='char', d_stdstdio=undef, usevfork=true intsize=4, longsize=4, ptrsize=4, doublesize=8 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 alignbytes=4, usemymalloc=n, prototype=define Linker and Libraries: ld='cc', ldflags ='-Wl,-E -lperl -lm ' libpth=/usr/lib libs=-lm -lc -lcrypt libc=, so=so, useshrplib=true, libperl=libperl.so.3 Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags=' -Wl,-R/usr/lib' cccdlflags='-DPIC -fpic', lddlflags='-Wl,-E -shared -lperl -lm ' Characteristics of this binary (from libperl): Built under freebsd Compiled at Nov 20 2000 11:21:34 @INC: /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 . ns1:/home/rt#uname -a FreeBSD ns1.whiterose.net 4.2-RELEASE FreeBSD 4.2-RELEASE #0: Mon Jan 15 20:07:23 EST 2001 root at ns1.whiterose.net:/usr/src/sys/compile/NS1 i386 From tapio.lehtonen at tellabs.com Thu Jan 25 02:16:51 2001 From: tapio.lehtonen at tellabs.com (Tapio Lehtonen) Date: Thu, 25 Jan 2001 09:16:51 +0200 Subject: [Fwd: [Fwd: [rt-users] [Fwd: rt mailgate issue]]] References: <3A6EE80A.53CB239E@kesmai.com> Message-ID: <3A6FD2E3.8F3B78C5@tellabs.com> You should remove the keep command from the .fetchmailrc. It causes fetchail to leave the mails in the server, so you get the same mails again next time. Or read the fetchail documents, maybe you need to add a nokeep keyword if you have set a default of keep somewhere. If you have the fetchmailconfig -program, use that to create the .fetchmailrc for the user that does the fetchmail command. anna at kesmai.com wrote: > > ------------------------------------------------------------------------ > Part 1.2Type: Microsoft MHTML Document 5.0 (message/rfc822) -- ==================================================================== Tapio Lehtonen tel: +358 9 4131 2206 Tellabs Oy fax: +358 9 4131 2030 Sinim?entie 6 email: Tapio.Lehtonen at Tellabs.COM FIN-02630 ESPOO URL http://www.Tellabs.com/ Finland Senior Design Engineer ==================================================================== -------------- next part -------------- A non-text attachment was scrubbed... Name: tapio.lehtonen.vcf Type: text/x-vcard Size: 346 bytes Desc: Card for Tapio Lehtonen URL: From ccrider at whiterose.net Thu Jan 25 08:54:09 2001 From: ccrider at whiterose.net (Robert Myers) Date: Thu, 25 Jan 2001 08:54:09 -0500 (EST) Subject: [rt-users] Problem with web interface replies. In-Reply-To: Message-ID: On Wed, 24 Jan 2001 stephen at acgroup.ucsc.edu wrote: > > Sounds like Outlook is the problem, right? > > It is not wrapping lines. > > > On Wed, 24 Jan 2001, Robert Myers wrote: > > > I am having a trouble with the Reply function and emails via the web > > interface. > > > > I am getting the replies just find, but when I read them in outlook sent > > via the web, there are no newlines at the ends of the lines. > > > > All is fine when I send it via the command line rt -respond though. > > > > Info below, I am running RT 1.0.7 > > > > Please respond directly to me, as I am not on the list. > > yeah, I had thought this too. As it does seem to be fine under pine. Of course, the world is not perfect, and we all can't use a unix mail reader. My question really is has anyone else seen this behaviour, and what remedy could I use to fix it all up? Please respond to me, as I am not on the list. -Bob ccrider at whiterose.net Systems Administrator for whiterose.net http://www.whiterose.net From fabric at bohica.nsg.northwestern.edu Fri Jan 26 15:08:46 2001 From: fabric at bohica.nsg.northwestern.edu (Chris Fabri) Date: Fri, 26 Jan 2001 14:08:46 -0600 (CST) Subject: [rt-users] mail response problem Message-ID: <20010126200846.17794.qmail@bohica.nsg.nwu.edu> I've just set up rt v1.0.6 on a solaris 2.6 box, and I'm running into a peculiar problem. Requests are being created without problems, a response is generated to the submitter, and it shows up in the queue when viewed via web page. However, when a message is replied to that includes the requisite RT mail tags, it doesn't add this to the queue for that request, it generates a new request, with new request # and everything. ANy ideas what's going on? I"m using qmail as the deliver agent, perl version 5.004_04, mysql 10.8, 3.23.22-beta distro, with the DBs on a different server, but same os. Thanks. chris -- _________________________ __________________________________________ | Chris Fabri | Northwestern University | | fabric at northwestern.edu | Telecommunications and Network Services | | 847-467-2539 | http://www.nsg.northwestern.edu | |_________________________|__________________________________________| From jesse at fsck.com Fri Jan 26 15:28:07 2001 From: jesse at fsck.com (Jesse) Date: Fri, 26 Jan 2001 15:28:07 -0500 Subject: [rt-users] mail response problem In-Reply-To: <20010126200846.17794.qmail@bohica.nsg.nwu.edu>; from fabric@bohica.nsg.northwestern.edu on Fri, Jan 26, 2001 at 02:08:46PM -0600 References: <20010126200846.17794.qmail@bohica.nsg.nwu.edu> Message-ID: <20010126152807.A12843@pallas.fsck.com> I've seen this one before. I suspect that there's a space in $rtname in etc/config.pm, possibly at the end. Jesse On Fri, Jan 26, 2001 at 02:08:46PM -0600, Chris Fabri wrote: > I've just set up rt v1.0.6 on a solaris 2.6 box, and I'm running > into a peculiar problem. Requests are being created without problems, > a response is generated to the submitter, and it shows up in the > queue when viewed via web page. However, when a message is replied > to that includes the requisite RT mail tags, it doesn't add this > to the queue for that request, it generates a new request, with new > request # and everything. > > ANy ideas what's going on? I"m using qmail as the deliver agent, > perl version 5.004_04, mysql 10.8, 3.23.22-beta distro, with > the DBs on a different server, but same os. > > Thanks. chris > > -- > _________________________ __________________________________________ > | Chris Fabri | Northwestern University | > | fabric at northwestern.edu | Telecommunications and Network Services | > | 847-467-2539 | http://www.nsg.northwestern.edu | > |_________________________|__________________________________________| > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 I'm reasonably sure that at least two of the electric blue kangeroos I saw were real. From fabric at bohica.nsg.northwestern.edu Fri Jan 26 15:40:50 2001 From: fabric at bohica.nsg.northwestern.edu (Chris Fabri) Date: Fri, 26 Jan 2001 14:40:50 -0600 (CST) Subject: [rt-users] mail response problem In-Reply-To: <20010126152807.A12843@pallas.fsck.com> from "Jesse" at Jan 26, 2001 03:28:07 PM Message-ID: <20010126204050.17979.qmail@bohica.nsg.nwu.edu> Thanks Jesse, this is exactly the problem. Specifically, it appears a tab is instered after the tag string. Removed it, and now it's working fine. chris Jesse wrote: > > I've seen this one before. I suspect that there's a space in $rtname in etc/config.pm, possibly at the end. > > Jesse > > On Fri, Jan 26, 2001 at 02:08:46PM -0600, Chris Fabri wrote: > > I've just set up rt v1.0.6 on a solaris 2.6 box, and I'm running > > into a peculiar problem. Requests are being created without problems, > > a response is generated to the submitter, and it shows up in the > > queue when viewed via web page. However, when a message is replied > > to that includes the requisite RT mail tags, it doesn't add this > > to the queue for that request, it generates a new request, with new > > request # and everything. > > > > ANy ideas what's going on? I"m using qmail as the deliver agent, > > perl version 5.004_04, mysql 10.8, 3.23.22-beta distro, with > > the DBs on a different server, but same os. > > > > Thanks. chris > > > > -- > > _________________________ __________________________________________ > > | Chris Fabri | Northwestern University | > > | fabric at northwestern.edu | Telecommunications and Network Services | > > | 847-467-2539 | http://www.nsg.northwestern.edu | > > |_________________________|__________________________________________| > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > > I'm reasonably sure that at least two of the electric blue kangeroos > I saw were real. > -- _________________________ __________________________________________ | Chris Fabri | Northwestern University | | fabric at northwestern.edu | Telecommunications and Network Services | | 847-467-2539 | http://www.nsg.northwestern.edu | |_________________________|__________________________________________| From jesse at fsck.com Sat Jan 27 02:25:47 2001 From: jesse at fsck.com (Jesse) Date: Sat, 27 Jan 2001 02:25:47 -0500 Subject: [rt-users] Beta rt lists search tool Message-ID: <20010127022547.D12843@pallas.fsck.com> Could folks tell me (personally. off the list) what they think of http://www.fsck.com/search.html. It's currently set up only to index the mailinglists hosted on lists.fsck.com. If people are happy with it, I'll do up a nice search page and stick it on lists.fsck.com. Thanks, jesse -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 "Mary had a crypto key / She kept it in escrow And everything that Mary said / The Feds were sure to know" -- Sam Simpson From tsp at peterlink.ru Mon Jan 29 05:10:18 2001 From: tsp at peterlink.ru (Serge Torop) Date: Mon, 29 Jan 2001 13:10:18 +0300 (MSK) Subject: [rt-users] Headers of request Message-ID: Hello, All. Can I see all headers of request (mail from requestor) on the transacation window, then I operate with it. Thanx to advance. -- Serge P. Torop From sumithail4 at yahoo.com Mon Jan 29 10:22:41 2001 From: sumithail4 at yahoo.com (Sumith Ail) Date: Mon, 29 Jan 2001 07:22:41 -0800 (PST) Subject: [rt-users] different question! Message-ID: <20010129152241.20967.qmail@web5501.mail.yahoo.com> Hi All, Sorry but my question is not related to rt...would definetly help if someone could answer it.. I am looking for a web based tool with the help of which a unix system user can view his disk quota usage. Have u all come across any such tool Regards Sumith __________________________________________________ Do You Yahoo!? Yahoo! Auctions - Buy the things you want at great prices. http://auctions.yahoo.com/ From rt-id-45 at lists.lorens.org Mon Jan 29 12:35:46 2001 From: rt-id-45 at lists.lorens.org (Lorens Kockum) Date: Mon, 29 Jan 2001 18:35:46 +0100 Subject: [rt-users] RT for Abuse handling? Bounce mail? Message-ID: <20010129183546.A7705@apex.lorens.com> I'm looking at RT for handling an "abuse" queue. Does anyone have any experience with this that he'd care to share? (See below.) Right now I'm thinking about recording delivery notification failures, since the subject is often changed. Taking into account the formatting of our MTA's bounce messages is one thing, but has anyone tried compiling something to handle the bounce format of a lot of MTA's? For those who didn't follow the above paragraph, I'll try to restate it; I'm thinking about filtering RT mail through a script that will recognize delivery failures for mail sent by the RT users to the outside, and reformat those delivery notices so that RT knows to put them into the right ticket. FWIW, I include two mails I've written, searching for an abuse solution. RT was recommended. I think RT1 can cut it nicely, but RT2 seems to have extremely interesting additional features such as super-tickets and sub-tickets (fifty people complained abot this guy, the super-ticket is our correspondence with that guy, and the sub-tickets are the correspondence with the complainants, do I get the concept right?). Mail1 % I'm in the market for an abuse desk solution, but I have % trouble finding candidates. Maybe I just don't know the % magical words for Google et al. :-( % % After a first quick look, I'm afraid that the traditional % client e-amil handling solutions don't handle the fact that % there are two (or even more) channels of communication: you % reply to the complainant, you mail the accused's provider, the % accused himself if you get his e-mail, even the CERT. You have % to take into account that there will (hopefully) be a lot of % complaints for a single accused, the accused may not know who % complains unless you do it on purpose, but it should be easy % for the abuse handler to look up the status of a complaint % starting from the complainant's tracking number, etc. Of % course you need lots of statistics, you need the history and % status of an accused client of yours at your fingertips, etc. Mail2 % My problem is that I just can't find any software that even % mentions abuse handling. % % Abuse handling, when it's well done, is a rather special % thing, after all. You have people writing in, and you reply to % them, like a normal helpdesk. On the other hand, most of the % incoming complaints give rise to a complaint created by us, % which we have to track too. You can have a hundred incoming % complaints for one outgoing complaint, so you have to have a % link between the incoming and the outgoing complaints, but you % can't let the complainant know the address of the person we're % complaining to -- legal problem. Then there way be multiple % actions undertaken against one client (correspondence with % him, correspondence with the guy who actually removes his % access . . .). -- #include Lorens Kockum From gwarnagiris at BabcockBrown.com Mon Jan 29 12:47:41 2001 From: gwarnagiris at BabcockBrown.com (George Warnagiris) Date: Mon, 29 Jan 2001 12:47:41 -0500 Subject: [rt-users] Mail Problem Message-ID: <970180E1A64FD2118F730008C71EA14E0165CFB3@nymail.ny.babcockbrown.com> Thanks everyone for the hard work you have put into RT. It is a fine product. Currently our company is evaluating help desk software. As a Linux/open source advocate, I am recommending RT. I have setup a demo for our operations team to evaluate, but I am having problems integrating RT into our email system. I have RT 1.0.4 running on Debian Potato which uses Exim. I have made the changes to my Exim config file as recommended in the FAQ (ftp://ftp.fsck.com/pub/rt/contrib/exim.README). The application seems to be working fine except RT does not create a new request when it receives mail. Also, RT gets an Apache error when creating a new request via the web interface (although the request does get created). I realize this is a mail config problem. Here is the error from the Apache log: "Tried to launch this command: /user/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m Premature end of script". Can you please give me a hand in trying to troubleshoot this error? Does anyone have insights on getting RT working with Debian? As a member of both of the RT mailing lists, I have not seen many setups using Debian. Also, if anyone would like to share how they have their RT queues configured, it would be much appreciated. We have about 20 international offices with anywhere from 2 to 100 users in each office. We use a wide spectrum of platforms from Solaris to Mac, laptops to handhelds and everything in-between. Is it normal to create RT queues for each platform? Each office? Thank you for your time with this matter. Sincerely, George Warnagiris Network Administrator Babcock & Brown, LP GeorgeW at BabcockBrown.com From rt-id-45 at lists.lorens.org Mon Jan 29 13:06:08 2001 From: rt-id-45 at lists.lorens.org (Lorens Kockum) Date: Mon, 29 Jan 2001 19:06:08 +0100 Subject: [rt-users] Mail Problem In-Reply-To: <970180E1A64FD2118F730008C71EA14E0165CFB3@nymail.ny.babcockbrown.com> References: <970180E1A64FD2118F730008C71EA14E0165CFB3@nymail.ny.babcockbrown.com> Message-ID: <20010129190608.A4574@apex.lorens.com> On Mon, Jan 29, 2001 at 12:47:41PM -0500, George Warnagiris wrote: > I have RT 1.0.4 running on Debian Potato which uses Exim. I have made the > changes to my Exim config file as recommended in the FAQ > (ftp://ftp.fsck.com/pub/rt/contrib/exim.README). Same here except it's RT 1.0.7. No problem (except for not *sending* mail when I tested it -- but that was a case of RT being smarter than I thought it was). > working fine except RT does not create a new request when it receives > mail. Hmmm. I know you set it up as recommended in the FAQ, but could you maybe post the exim.cf lines in question? -- #include Lorens Kockum From gwarnagiris at BabcockBrown.com Mon Jan 29 13:36:19 2001 From: gwarnagiris at BabcockBrown.com (George Warnagiris) Date: Mon, 29 Jan 2001 13:36:19 -0500 Subject: [rt-users] Mail Problem Message-ID: <970180E1A64FD2118F730008C71EA14E0165CFB6@nymail.ny.babcockbrown.com> Lorens, Thank you again. Please find the relevant sections of my exim.conf file below. I have also attached the complete file. George From jcase at tenzing.com Mon Jan 29 14:14:05 2001 From: jcase at tenzing.com (John Case) Date: Mon, 29 Jan 2001 11:14:05 -0800 Subject: [rt-users] Mail Problem In-Reply-To: <970180E1A64FD2118F730008C71EA14E0165CFB6@nymail.ny.babcockbrown.com>; from gwarnagiris@BabcockBrown.com on Mon, Jan 29, 2001 at 01:36:19PM -0500 References: <970180E1A64FD2118F730008C71EA14E0165CFB6@nymail.ny.babcockbrown.com> Message-ID: <20010129111405.A15702@tenzing.com> I ran into the same problem on the same setup (RT, Debian, Exim). Change your makefile, and comment out the default MAIL_OPTIONS line and uncomment the other example line. Specficially, MAIL_OPTIONS should be -oi -t instead of -oi -t -ODeliveryMode=b -OErrorMode=m > From: Lorens Kockum [mailto:rt-id-45 at lists.lorens.org] > Sent: Monday, January 29, 2001 1:06 PM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] Mail Problem > > On Mon, Jan 29, 2001 at 12:47:41PM -0500, George Warnagiris wrote: > > I have RT 1.0.4 running on Debian Potato which uses Exim. I have made the > > changes to my Exim config file as recommended in the FAQ > > (ftp://ftp.fsck.com/pub/rt/contrib/exim.README). > > Same here except it's RT 1.0.7. No problem (except for not > *sending* mail when I tested it -- but that was a case of RT > being smarter than I thought it was). > > > working fine except RT does not create a new request when it receives > > mail. -- john.case at tenzing.com From gregw-rt-users at greg.cex.ca Mon Jan 29 18:21:18 2001 From: gregw-rt-users at greg.cex.ca (Greg White) Date: Mon, 29 Jan 2001 15:21:18 -0800 Subject: [rt-users] Mail Problem In-Reply-To: <970180E1A64FD2118F730008C71EA14E0165CFB3@nymail.ny.babcockbrown.com>; from gwarnagiris@BabcockBrown.com on Mon, Jan 29, 2001 at 12:47:41PM -0500 References: <970180E1A64FD2118F730008C71EA14E0165CFB3@nymail.ny.babcockbrown.com> Message-ID: <20010129152118.C64864@greg.cex.ca> On Mon, Jan 29, 2001 at 12:47:41PM -0500, George Warnagiris wrote: > config problem. Here is the error from the Apache log: > > "Tried to launch this command: /user/lib/sendmail -oi -t -ODeliveryMode=b > -OErrorMode=m Premature end of script". > > Can you please give me a hand in trying to troubleshoot this error? Does > anyone have insights on getting RT working with Debian? As a member of both > of the RT mailing lists, I have not seen many setups using Debian. > Is that log line cut and pasted or user typed? If it's cut and pasted, I think I've nailed your problem already. Look closely at that line from the apache log again -- do you really have '/user/lib/sendmail/' ? -- Greg White Those who make peaceful revolution impossible will make violent revolution inevitable. -- John F. Kennedy From gwarnagiris at BabcockBrown.com Mon Jan 29 18:37:31 2001 From: gwarnagiris at BabcockBrown.com (George Warnagiris) Date: Mon, 29 Jan 2001 18:37:31 -0500 Subject: [rt-users] Mail Problem Message-ID: <970180E1A64FD2118F730008C71EA14E0165CFC7@nymail.ny.babcockbrown.com> Thanks for the help. Actually, this log entry was typed manually, but it is correct. /usr/lib/sendmail is a symbolic link that points to the exim executable. John Case actually helped me out earlier. (Thanks John). The solution was, as he explained: "Change your makefile, and comment out the default MAIL_OPTIONS line and uncomment the other example line. Specficially, MAIL_OPTIONS should be -oi -t instead of -oi -t -ODeliveryMode=b -OErrorMode=m" I am now able to create error free requests with the web interface. Unfortunately, I am still unable to create a request via email. Also, queue admin email notifications are not sent to me. Here is part of the Exim error logs: 2001-01-29 18:22:42 14NNdC-000070-00 <= rt at babcockbrown.com U=rt P=local S=1133 2001-01-29 18:22:42 14NNdC-000070-00 == cheryls at babcockbrown.com R=smarthost defer (-1): lookup of host "yes" failed in smarthost router 2001-01-29 18:22:42 14NNdC-000070-00 == gwarnagiris at babcockbrown.com R=smarthost defer (-1): lookup of host "yes" failed in smarthost router 2001-01-29 18:22:42 14NNdC-000072-00 <= rt at babcockbrown.com U=rt P=local S=785 2001-01-29 18:22:42 14NNdC-000072-00 == cheryls at babcockbrown.com R=smarthost defer (-1): lookup of host "yes" failed in smarthost router 2001-01-29 18:22:42 14NNdC-000073-00 <= <> R=14NNdC-000070-00 U=mail P=local S=678 2001-01-29 18:22:42 14NNdC-000070-00 Frozen 2001-01-29 18:22:42 14NNdC-000072-00 == gwarnagiris at babcockbrown.com R=smarthost defer (-1): lookup of host "yes" failed in smarthost router 2001-01-29 18:22:42 14NNdC-000073-00 == postmaster at babcockbrown.com R=smarthost defer (-1): lookup of host "yes" failed in smarthost router 2001-01-29 18:22:42 14NNdC-000073-00 Frozen 2001-01-29 18:22:42 14NNdC-000076-00 <= <> R=14NNdC-000072-00 U=mail P=local S=678 2001-01-29 18:22:42 14NNdC-000072-00 Frozen 2001-01-29 18:22:43 14NNdC-000076-00 == postmaster at babcockbrown.com R=smarthost defer (-1): lookup of host "yes" failed in smarthost router 2001-01-29 18:22:43 14NNdC-000076-00 Frozen From rt-id-45 at lists.lorens.org Tue Jan 30 02:51:53 2001 From: rt-id-45 at lists.lorens.org (Lorens Kockum) Date: Tue, 30 Jan 2001 08:51:53 +0100 Subject: [rt-users] Mail Problem In-Reply-To: <970180E1A64FD2118F730008C71EA14E0165CFC7@nymail.ny.babcockbrown.com> References: <970180E1A64FD2118F730008C71EA14E0165CFC7@nymail.ny.babcockbrown.com> Message-ID: <20010130085153.A1951@apex.lorens.com> On Mon, Jan 29, 2001 at 06:37:31PM -0500, George Warnagiris wrote: > I am now able to create error free requests with the web interface. > Unfortunately, I am still unable to create a request via email. Also, queue > admin email notifications are not sent to me. Here is part of the Exim > error logs: > > 2001-01-29 18:22:42 14NNdC-000070-00 <= rt at babcockbrown.com U=rt P=local > S=1133 > 2001-01-29 18:22:42 14NNdC-000070-00 == cheryls at babcockbrown.com R=smarthost > defer (-1): lookup of host "yes" failed in smarthost router Wellum, as usual the error message is of great help, especially since you sent your exim.conf. It's not an RT problem (any more), it's an exim config problem. I don't think mail works at all on your machine, right? The line route_list = "* yes bydns_a" is a smarthost rule that indicates that all mail not local is to be sent to the IP address found in the DNS "A" record of a host named "yes". I don't suppose that was the intention :-) I suppose that the Debian setup script question was a little obscure when it asked for the smarthost to which send the mail, and you thought it was asking *if* there was a smarthost . . . The first argument is the pattern for the domains using this rule. * means "all domains use the following rule". The second argument is the immediate TCP/SMTP destination for mail to the domains that match the pattern in the first argument. The third argument is the manner in which to interpret the second argument. Possible arguments are byname (second argument is a literal IP address without brackets, otherwise, use gethostbyname to get the IP address), bydns (use DNS MX and A records), bydns_a (use DNS A records only), and bydns_mx (use DNS MX records only). All this is in the excellent Exim reference manual "Specification of the Exim Mail Transfer Agent", of course. Suggest you change the line to fit your needs :-) -- #include Lorens Kockum From mike at nonproprietary.net Tue Jan 30 20:05:51 2001 From: mike at nonproprietary.net (Michael Coulter) Date: Tue, 30 Jan 2001 17:05:51 -0800 Subject: [rt-users] Useful Features ? Message-ID: <20010130170551.F7051@netnation.com> Howdy, After a few long days of Data::Dumper vs. complex data structures, I have added a few handy things to RT-1.0.7 This includes a Resolve link for all tickets on the main queue listing. Also, the requestor hyperlink for each ticket now fills in the message body when replying. If anyone else would find this useful, let me know, and I'll go about submitting some patches :) MikeC. From russj at dimstar.net Tue Jan 30 23:03:23 2001 From: russj at dimstar.net (Russ Johnson) Date: Tue, 30 Jan 2001 20:03:23 -0800 Subject: [rt-users] RT statistics In-Reply-To: <20010122203537.C27008@pallas.fsck.com> Message-ID: If anyone is interested, I've modified both versions of rtstats to use .png files instead of .gif. Since newer versions of the gd library don't support gif (copyright and royalty problems) anyone running versions of gd dating from about beginning to mid last year won't be able to use the gif version. Let me know how to get them to you, and I'll send them. I'd rather do this once, so if Jesse will host them, I can just send them to him. Russ Johnson Stargate Online http://www.dimstar.net telnet://telnet.dimstar.net ICQ: 3739685 > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse > Sent: Monday, January 22, 2001 5:36 PM > To: rt at ghost.ntelos.net > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] RT statistics > > > As far as I know, nobody has yet done a "heavyweight" RRDtool backed RT > stats package. there are a couple in ftp.fsck.com/pub/rt/contrib/ > My favorite one is rtstats.zip. It generates html and graphs. > > I've actually hacked on rtstats.zip a bit to add a few graphs > and generalize a bit of the code. you can get my variant from: > http://www.fsck.com/~jesse/projects/rtstats-jesse.tar > > If it has issues, ask me or RT users, rather than troubling the original > author, who shouldn't be forced to deal with my hacks ;) > > -jesse > > On Mon, Jan 22, 2001 at 06:28:35PM -0500, rt at ghost.ntelos.net wrote: > > Hey RTers, > > I was wondering if anyone had experimented with any sort of statistical > > data from RT. For example, if I wanted to see how many tickets were > > created in a particular queue for a month or if I wanted to see how many > > tickets a user had opened, closed, commented on, etc. I was wondering if > > anyone had done any work with something like RRDtool with a > cricket front > > end or if there was a better way to graph the use of RT. Just a side > > project that may impress my manager to stick with opensource vs. a > > commercial replacement in the future. > > > > Thanks, > > > > Ashby Gochenour > > NTELOS > > NOC > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > -- > jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > > pretty soon we're going to HAVE to have hypertext mail! > --Tim Berners Lee. (8 Jan 1993 on www-talk) > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From NShetty at BizLand-Inc.com Wed Jan 31 13:26:00 2001 From: NShetty at BizLand-Inc.com (Neil Shetty) Date: Wed, 31 Jan 2001 13:26:00 -0500 Subject: [rt-users] Content in transaction mail? Message-ID: <3182D89B9F77D411BF4900B0D03E540B8756B7@bizmail.bizland-inc.com> Hi, As an Admin, when I assign a Request to a new owner, I want the content of the request to appear in the change owner transaction mail. This is so that the person who is assigned the task does not have to log in to RT to determine the nature of the request. How do I get the content of the request at hand to appear in the trans e-mail? Also.....The content of the request appears in the autoreply, but not in the transaction mail even when inserting the autoreply code withing the transaction mail code. I tried using %trans:content% as it appears in the autoreply mail but it still produces no text. %content% does not seem to work either. Thanks. Neil --------------------------------------------------------------- Neil P. Shetty Engineering Projects Manager BizLand, Inc. www.BizLand.com From sakou at jp.fujitsu.com Wed Jan 31 19:24:12 2001 From: sakou at jp.fujitsu.com (sakou at jp.fujitsu.com) Date: Thu, 01 Feb 2001 09:24:12 +0900 Subject: [rt-users] RT questions Message-ID: <20010201092412sakou@mail.jp.fujitsu.com> Hi, I have some question about RT. 1.Can you get a graphic chart? 2.Can you attach any type of file (ascii,binary) to a bug report? 3.Is it possible to add a new field to form of a bug report? (ex. FREQUENCY,VERSION,,,) Thanks From rboyd at pokerspot.com Wed Jan 31 19:47:20 2001 From: rboyd at pokerspot.com (Robert Boyd) Date: Wed, 31 Jan 2001 16:47:20 -0800 Subject: [rt-users] RT questions In-Reply-To: <20010201092412sakou@mail.jp.fujitsu.com> Message-ID: You might want to take a look at bugzilla (http://bugzilla.mozilla.org/), as it sounds like you're using rt for tracking bugs, and not in a helpdesck/crm application. RT is great, but I wouldn't use it for tracking bugs. As for each of your questions. You might want to check out contributed code at http://www.fsck.com/pub/rt/contrib/ I don't recall whether any of the stats packages generated graphical output, but it should be easy enough to do with GD. Check out the stripmime contributed code in order to access customer attachments. I'm unsure whether you can attach files to emails to a customer, but my initial thought is that this functionality doesn't exist yet. Jesse, is it on the TODO list? -rob -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of sakou at jp.fujitsu.com Sent: Wednesday, January 31, 2001 4:24 PM To: rt-users at lists.fsck.com Subject: [rt-users] RT questions Hi, I have some question about RT. 1.Can you get a graphic chart? 2.Can you attach any type of file (ascii,binary) to a bug report? 3.Is it possible to add a new field to form of a bug report? (ex. FREQUENCY,VERSION,,,) Thanks _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From jesse at fsck.com Wed Jan 31 22:36:15 2001 From: jesse at fsck.com (Jesse) Date: Wed, 31 Jan 2001 22:36:15 -0500 Subject: [rt-users] RT questions In-Reply-To: <20010201092412sakou@mail.jp.fujitsu.com>; from sakou@jp.fujitsu.com on Thu, Feb 01, 2001 at 09:24:12AM +0900 References: <20010201092412sakou@mail.jp.fujitsu.com> Message-ID: <20010131223615.F1231@pallas.fsck.com> On Thu, Feb 01, 2001 at 09:24:12AM +0900, sakou at jp.fujitsu.com wrote: > > Hi, > > I have some question about RT. > > 1.Can you get a graphic chart? I've generated graphical charts of RT statistics using the rtstats tool (two versions are available. one from http://fsck.com/pub/rt/contrib and one from http://fsck.com/~jesse/projects/) > > 2.Can you attach any type of file (ascii,binary) to a bug report? With RT 1.0.x, you'll need the stripmime package from http://fsck.com/pub/rt/contrib. With RT2 (which is currently in development and available in snapshot release form at http://fsck.com/pub/rt/devel/), binary files can be attached to any incoming message natively. > > 3.Is it possible to add a new field to form of a bug report? (ex. FREQUENCY,VERSION,,,) There isn't really an easy way to do this in RT1. RT2 has support for things like this. Jesse > > Thanks > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 T\'waS br|ll1G 4|\||> 7#e sl1T#Y T0v3s D1|> gYR3 4nd Gimb at 1 1|\| 7#E \/\/A83 all |\/|1|\/|53Y W3R3 d4 60r0GR0V3s @|\||> |>4 M0MES wr47H oUTGR4b3.