From chris.walker at band-x.net  Thu Nov  1 05:13:27 2001
From: chris.walker at band-x.net (chris walker)
Date: Thu, 01 Nov 2001 10:13:27 +0000
Subject: [rt-users] RT 2.0.8 error whilst creating new queue
Message-ID: <3BE12047.6010805@band-x.net>

Hi,

When trying to create a new queue in rt 2.0.8 i get an error.


The page requested is

https://support.band-x.net/Admin/Queues/Modify.html?Create=1

This seems to randomly break and repair itself if i resend the page 
request. (see error page below)

any ideas what is causing this ?

Im running std redhat 7.1 / apache 1.3.20 mod_ssl with a postgres 7.1.3 
database.


Thanks,


Chris Walker

======================================================================================
ERROR :

error in file:  
/usr/lib/perl5/5.6.0/Carp/Heavy.pm  
line 79: 
Bizarre copy of HASH in aassign
context:  
... 
75: 
# them according to the format variables defined earlier in
76: 
# this file and join them onto the $sub sub-routine string
77: 
if ($hargs) {
78: 
# we may trash some of the args so we take a copy
79: 
@a = @DB::args;	# must get local copy of args
80: 
# don't print any more than $MaxArgNums
81: 
if ($MaxArgNums and @a > $MaxArgNums) {
82: 
# cap the length of $#a and set the last element to '...'
83: 
$#a = $MaxArgNums;
... 
component stack:  
/Admin/Queues/Modify.html [standard]
/autohandler [standard]
code stack:  
/usr/lib/perl5/5.6.0/Carp/Heavy.pm:79


raw error:  
error while executing /Admin/Queues/Modify.html [standard]:
Bizarre copy of HASH in aassign at /usr/lib/perl5/5.6.0/Carp/Heavy.pm 
line 79, line 168.




From alec.cormack at city-link.co.uk  Thu Nov  1 00:49:49 2001
From: alec.cormack at city-link.co.uk (Alec Cormack)
Date: Thu, 1 Nov 2001 05:49:49 -0000
Subject: [rt-users] "Ordinary" CGI-Scripts don't work after installing RT2
Message-ID: <011701c16299$05234380$a90ba8c0@city.lnk>

I have installed RT2 and it is working very well.  But now I find that ordinary perl scripts placed in my cgi-bin directory that worked before I setup my virtual server for RT2 no longer run.  I thought that the directory has probably just moved - but I cant see any obvious alternatives under my /opt/rt2 path.  If I comment out the Virtual host settings for RT the server foinds my scripts again.

Please can anyone suggest what I might have done wrong.  Extract from my httpd.conf follows:

VirtualHost 192.168.150.251>
DocumentRoot /opt/rt2/WebRT/html

ServerName citypack.city.lnk
PerlModule Apache::DBI
PerlRequire /opt/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>


Thanks in advance

Alec Cormack
email: Alec.cormack at city-link.co.uk


_____________________________________________________________________
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confidential information. If you have received this message in
error or there are any problems, please notify the sender
immediately and delete the message from your computer. The
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From krikke at macatawa.org  Thu Nov  1 13:13:52 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Thu, 1 Nov 2001 13:13:52 -0500
Subject: [rt-users] "Ordinary" CGI-Scripts don't work after installing RT2
In-Reply-To: <011701c16299$05234380$a90ba8c0@city.lnk>
Message-ID: <BPEOJKJIDFBLFKLOIFEAIEOACKAA.krikke@macatawa.org>

This is more of an Apache and Mason question, but here you go:
1. You don't have a ScriptAlias in there for your cgi-bin
2. After you put that in, Mason will still try to handle all your requests.
I'd put a
<FilesMatch "*.html">
    SetHandler perl-script
    PerlHandler RT::Mason
</FilesMatch>
instead of your <Location /> tags.  I've not had problems with that.
3. If that is your only IP, then once you put that VirtualHost in there,
directives in there will override everything else in your httpd.conf file.

See http://httpd.apache.org/docs for more information.

-Josh Krikke

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On
Behalf Of Alec Cormack
Sent: Thursday, November 01, 2001 12:50 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] "Ordinary" CGI-Scripts don't work after installing RT2


I have installed RT2 and it is working very well.  But now I find that
ordinary perl scripts placed in my cgi-bin directory that worked before I
setup my virtual server for RT2 no longer run.  I thought that the directory
has probably just moved - but I cant see any obvious alternatives under my
/opt/rt2 path.  If I comment out the Virtual host settings for RT the server
foinds my scripts again.

Please can anyone suggest what I might have done wrong.  Extract from my
httpd.conf follows:

VirtualHost 192.168.150.251>
DocumentRoot /opt/rt2/WebRT/html

ServerName citypack.city.lnk
PerlModule Apache::DBI
PerlRequire /opt/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>


Thanks in advance

Alec Cormack
email: Alec.cormack at city-link.co.uk

_____________________________________________________________________
The information contained in this e-mail is intended only for the
individual to whom it is addressed. It may contain privileged and
confidential information. If you have received this message in
error or there are any problems, please notify the sender
immediately and delete the message from your computer. The
unauthorised use, disclosure, copying or alteration of this
message is forbidden. This message has been checked for all
known viruses by Initial City Link prior to sending.




From gregs at Intellstat.com  Thu Nov  1 14:00:34 2001
From: gregs at Intellstat.com (Greg Smythe)
Date: Thu, 1 Nov 2001 11:00:34 -0800 
Subject: [rt-users] RT 2.0.8 error whilst creating new queue
Message-ID: <41257DB9CD3CD311BE92006008A52B2522EC9B@mail.intellstat.com>

I saw that error as well, it hasn't come back since I put 0 * * * * find
/usr/rt2/WebRT/sessiondata -type f -amin +600  -exec rm '{}' \; in my
crontab...

I think the problem is that Apache is trying to use sessiondata from an
older session...


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




-----Original Message-----
From: chris walker [mailto:chris.walker at band-x.net] 
Sent: Thursday, November 01, 2001 2:13 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] RT 2.0.8 error whilst creating new queue


Hi,

When trying to create a new queue in rt 2.0.8 i get an error.


The page requested is

https://support.band-x.net/Admin/Queues/Modify.html?Create=1

This seems to randomly break and repair itself if i resend the page 
request. (see error page below)

any ideas what is causing this ?

Im running std redhat 7.1 / apache 1.3.20 mod_ssl with a postgres 7.1.3 
database.


Thanks,


Chris Walker

============================================================================
==========
ERROR :

error in file:  
/usr/lib/perl5/5.6.0/Carp/Heavy.pm  
line 79: 
Bizarre copy of HASH in aassign
context:  
... 
75: 
# them according to the format variables defined earlier in
76: 
# this file and join them onto the $sub sub-routine string
77: 
if ($hargs) {
78: 
# we may trash some of the args so we take a copy
79: 
@a = @DB::args;	# must get local copy of args
80: 
# don't print any more than $MaxArgNums
81: 
if ($MaxArgNums and @a > $MaxArgNums) {
82: 
# cap the length of $#a and set the last element to '...'
83: 
$#a = $MaxArgNums;
... 
component stack:  
/Admin/Queues/Modify.html [standard]
/autohandler [standard]
code stack:  
/usr/lib/perl5/5.6.0/Carp/Heavy.pm:79


raw error:  
error while executing /Admin/Queues/Modify.html [standard]:
Bizarre copy of HASH in aassign at /usr/lib/perl5/5.6.0/Carp/Heavy.pm 
line 79, line 168.


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



From hollow1 at cc.gatech.edu  Thu Nov  1 15:15:15 2001
From: hollow1 at cc.gatech.edu (James Adam Sigler)
Date: Thu, 1 Nov 2001 15:15:15 -0500 (EST)
Subject: [rt-users] MySQL ACL error
Message-ID: <Pine.LNX.4.33.0111011509360.1380-100000@voltaire-lnx.cc.gatech.edu>

I am using the most current stable version of Mysql and have gotten all 
the plugins for rt in place. I am trying to build and install Rt-2-0-8_02
on SUn Solaris. The problem is that when I run make install, It creates 
the databases but gets an error with the acl.mysql file. It claims "Error 
1175: You are using safe update mode and you tried to update a table 
wiothout WHERE that uses a KEY column". The first line of my acl.mysql 
file is this "DELETE FROM user WHERE user LIKE 'rt_user"". Any advice 
would be greatly appreciated. Thanks.

-- 

		Sincerely,					
			-James Adam Sigler-



James Adam Sigler
College of Computing
Georgia Tech
Phone: 404-385-0391
Office: CoC 211
Email: hollow1 at cc.gatech.edu





From jesse at bestpractical.com  Thu Nov  1 15:29:29 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 Nov 2001 15:29:29 -0500
Subject: [rt-users] MySQL ACL error
In-Reply-To: <Pine.LNX.4.33.0111011509360.1380-100000@voltaire-lnx.cc.gatech.edu>; from hollow1@cc.gatech.edu on Thu, Nov 01, 2001 at 03:15:15PM -0500
References: <Pine.LNX.4.33.0111011509360.1380-100000@voltaire-lnx.cc.gatech.edu>
Message-ID: <20011101152929.J15725@pallas.fsck.com>

Define "the most current stable version"?



On Thu, Nov 01, 2001 at 03:15:15PM -0500, James Adam Sigler wrote:
> I am using the most current stable version of Mysql and have gotten all 
> the plugins for rt in place. I am trying to build and install Rt-2-0-8_02
> on SUn Solaris. The problem is that when I run make install, It creates 
> the databases but gets an error with the acl.mysql file. It claims "Error 
> 1175: You are using safe update mode and you tried to update a table 
> wiothout WHERE that uses a KEY column". The first line of my acl.mysql 
> file is this "DELETE FROM user WHERE user LIKE 'rt_user"". Any advice 
> would be greatly appreciated. Thanks.
> 
> -- 
> 
> 		Sincerely,					
> 			-James Adam Sigler-
> 
> 
> 
> James Adam Sigler
> College of Computing
> Georgia Tech
> Phone: 404-385-0391
> Office: CoC 211
> Email: hollow1 at cc.gatech.edu
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From claar at arl.psu.edu  Thu Nov  1 15:21:58 2001
From: claar at arl.psu.edu (Brandin L Claar)
Date: Thu, 1 Nov 2001 15:21:58 -0500
Subject: [rt-users] footprints
In-Reply-To: <20011020225019.G11997@nixc.net>; from darrinw@nixc.net on Sat, Oct 20, 2001 at 10:50:19PM -0400
References: <41257DB9CD3CD311BE92006008A52B2522EBCE@mail.intellstat.com> <20011020225019.G11997@nixc.net>
Message-ID: <20011101152158.A8430@arl.psu.edu>

Management just went behind my back and purchased something called Footprints
which is supposedly similar to RT.  Of course, I would have much preferred
to run RT2.  Does anybody have any experiences with this software and how
it compares to RT?

Thanks.


-- 
Brandin Claar
Network Analyst 
Penn State Applied Research Lab



From hollow1 at cc.gatech.edu  Thu Nov  1 15:34:36 2001
From: hollow1 at cc.gatech.edu (James Adam Sigler)
Date: Thu, 1 Nov 2001 15:34:36 -0500 (EST)
Subject: [rt-users] MySQL ACL error
In-Reply-To: <20011101152929.J15725@pallas.fsck.com>
Message-ID: <Pine.LNX.4.33.0111011534240.1380-100000@voltaire-lnx.cc.gatech.edu>

On Thu, 1 Nov 2001, Jesse Vincent wrote:

> Define "the most current stable version"?
> 
> 
> 
> On Thu, Nov 01, 2001 at 03:15:15PM -0500, James Adam Sigler wrote:
> > I am using the most current stable version of Mysql and have gotten all 
> > the plugins for rt in place. I am trying to build and install Rt-2-0-8_02
> > on SUn Solaris. The problem is that when I run make install, It creates 
> > the databases but gets an error with the acl.mysql file. It claims "Error 
> > 1175: You are using safe update mode and you tried to update a table 
> > wiothout WHERE that uses a KEY column". The first line of my acl.mysql 
> > file is this "DELETE FROM user WHERE user LIKE 'rt_user"". Any advice 
> > would be greatly appreciated. Thanks.
> > 
> > -- 
> > 
> > 		Sincerely,					
> > 			-James Adam Sigler-
> > 
> > 
> > 
> > James Adam Sigler
> > College of Computing
> > Georgia Tech
> > Phone: 404-385-0391
> > Office: CoC 211
> > Email: hollow1 at cc.gatech.edu
> > 
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> 
3.23.43
-- 

		Sincerely,					
			-James Adam Sigler-



James Adam Sigler
College of Computing
Georgia Tech
Phone: 404-385-0391
Office: CoC 211
Email: hollow1 at cc.gatech.edu





From scott at xs4all.nl  Fri Nov  2 02:14:41 2001
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Fri, 2 Nov 2001 08:14:41 +0100
Subject: [rt-users] Resolving a re-opened ticket without notification.
Message-ID: <20011102081441.A9727@xs4all.nl>

To my (pleasant) suprise, people who have had their problems solved
through our RT implementation have been more polite than expected.  The
end result is that when the "OnResolve" Scrip sends the Resolved
template to them, they often say very nice things as a reply, like
"thanks for the fast action" or "thank you!" or whatever.

Now, this creates a slightly awkward problem...RT will re-open the
ticket as they replied to the resolved notification.  If I now go in and
change the status back to Resolved, they get *another* resolved
notification.  So far only one person has perpetuated this loop for a
few iterations, but it's something that I'd like to avoid...

Is there any way to change the status to Resolved but "skip a scrip" on
a per-case basis?  That is, some way to force a change of status and
skip any actions that would normally be run?

Or is there a better way to solve this?

Thanks,
Scott




From pxs3 at po.cwru.edu  Fri Nov  2 02:33:26 2001
From: pxs3 at po.cwru.edu (Paul "Froggy" Schneider)
Date: Fri, 2 Nov 2001 02:33:26 -0500
Subject: [rt-users] Resolving a re-opened ticket without notification.
References: <20011102081441.A9727@xs4all.nl>
Message-ID: <001701c16370$b0ff68a0$19dccaa6@cwru.edu>

Why not just include a note at the bottom saying:

"Please do not reply to this email unless you are experience this
problem in the future.  Thanks!"

That will solve the probelm in the short term.

- Froggy




From scott at xs4all.nl  Fri Nov  2 02:37:34 2001
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Fri, 2 Nov 2001 08:37:34 +0100
Subject: [rt-users] Resolving a re-opened ticket without notification.
In-Reply-To: <001701c16370$b0ff68a0$19dccaa6@cwru.edu>
References: <20011102081441.A9727@xs4all.nl> <001701c16370$b0ff68a0$19dccaa6@cwru.edu>
Message-ID: <20011102083734.B9727@xs4all.nl>

> Why not just include a note at the bottom saying:
> 
> "Please do not reply to this email unless you are experience this
> problem in the future.  Thanks!"
> 
> That will solve the probelm in the short term.
> 

Heh, yes, I actually tried that.  A few people said "ok" in response.
:-\

I know, it's tough to accommodate all of the possible people out there,
but perhaps the ability to skip-a-scrip would be useful in other
instances when performing actions that are corrective in nature or
otherwise generate more "chatter" than necessary in every instance.


Scott




From Kendric.Beachey at garmin.com  Fri Nov  2 09:03:01 2001
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 2 Nov 2001 08:03:01 -0600 
Subject: [rt-users] Resolving a re-opened ticket without notification.
Message-ID: <200111021402.IAA02512@dresden.garmin.com>

> To my (pleasant) suprise, people who have had their problems solved
> through our RT implementation have been more polite than 
> expected.  The
> end result is that when the "OnResolve" Scrip sends the Resolved
> template to them, they often say very nice things as a reply, like
> "thanks for the fast action" or "thank you!" or whatever.
> 
> Now, this creates a slightly awkward problem...RT will re-open the
> ticket as they replied to the resolved notification.  If I 
> now go in and
> change the status back to Resolved, they get *another* resolved
> notification.  So far only one person has perpetuated this loop for a
> few iterations, but it's something that I'd like to avoid...
> 
> Is there any way to change the status to Resolved but "skip a 
> scrip" on
> a per-case basis?  That is, some way to force a change of status and
> skip any actions that would normally be run?
> 
> Or is there a better way to solve this?

Hmmm, I'm pretty sure this isn't the intended use, but you could set the
status to "Dead" instead of setting it to "Resolved" a second time.

What would be cool would be if RT just wouldn't re-open a resolved ticket
because of an e-mail.  But then you block out the users that are
legitimately writing back to say "No, that didn't solve my problem".  I
guess RT needs to be taught to read the mail and decide whether the user is
griping or saying thank-you.  Jesse, how's that ESP scrip coming along?  ;-)



From jdeberry at townnews.com  Fri Nov  2 09:17:45 2001
From: jdeberry at townnews.com (John DeBerry)
Date: Fri, 2 Nov 2001 08:17:45 -0600
Subject: [rt-users] Resolving a re-opened ticket without notification.
In-Reply-To: <20011102083734.B9727@xs4all.nl>
Message-ID: <JDEMKKMKMAAPCNHIBFLGCECJCMAA.jdeberry@townnews.com>

I've often wished that there was a 'Resolve without notification' option in
the drop-down box or a checkbox 'Do not notify on Close' that you could
select when closing the ticket.

John

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Scott A. McIntyre
> Sent: Friday, November 02, 2001 1:38 AM
> To: Paul Froggy Schneider
> Cc: RT-Users
> Subject: Re: [rt-users] Resolving a re-opened ticket without
> notification.
>
>
>
> > Why not just include a note at the bottom saying:
> >
> > "Please do not reply to this email unless you are experience this
> > problem in the future.  Thanks!"
> >
> > That will solve the probelm in the short term.
> >
>
> Heh, yes, I actually tried that.  A few people said "ok" in response.
> :-\
>
> I know, it's tough to accommodate all of the possible people out there,
> but perhaps the ability to skip-a-scrip would be useful in other
> instances when performing actions that are corrective in nature or
> otherwise generate more "chatter" than necessary in every instance.
>
>
> Scott
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From airboss at bitstream.net  Fri Nov  2 11:41:29 2001
From: airboss at bitstream.net (Dan Debertin)
Date: Fri, 2 Nov 2001 10:41:29 -0600 (CST)
Subject: [rt-users] OnCreate not sending mail
Message-ID: <Pine.LNX.4.30.0111021030510.14203-100000@dmitri.bitstream.net>

After a few days of playing with it, I'm just about ready to make the move
from RT1 to RT2. My one last problem is that new tickets are not
generating any email. Changes, resolutions, etc. do, so mail itself is
working fine. I have the following scrips set up:

OnCreate NotifyRequestors with template Autoreply
OnCreate NotifyAllWatchers with template Correspondence

I have people set up as AdminCC's and regular watchers, and nobody
receives mail when tickets are created. The maillog (this is sendmail)
shows no attempts to send mail. The users in question have the perms to
Watch and WatchAsAdminCc.

Platform is FreeBSD, MTA is sendmail. I'm using version 2.0.8-02.

Logs show the following:

now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate...
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate...
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyRequestors
RT::Action::Notify=HASH(0x87bca34): No recipients found. Not sending.
RT::Transaction=HASH(0x8774fa8): Committed NotifyRequestors
now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate...
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate...
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyAllWatchers
RT::Transaction=HASH(0x8774fa8): Committed NotifyAllWatchers
Ticket 23 created in queue 'CSR2'.

Can anybody think of something I may be missing?

Thanks,

Dan Debertin
--
++ Dan Debertin
++ Senior Systems Administrator
++ Bitstream Underground, LLC
++ airboss at bitstream.net
++ (612)321-9290 x108
++ GPG Fingerprint: 0BC5 F4D6 649F D0C8 D1A7  CAE4 BEF4 0A5C 300D 2387







From jesse at bestpractical.com  Fri Nov  2 12:24:18 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 2 Nov 2001 12:24:18 -0500
Subject: [rt-users] OnCreate not sending mail
In-Reply-To: <Pine.LNX.4.30.0111021030510.14203-100000@dmitri.bitstream.net>; from airboss@bitstream.net on Fri, Nov 02, 2001 at 10:41:29AM -0600
References: <Pine.LNX.4.30.0111021030510.14203-100000@dmitri.bitstream.net>
Message-ID: <20011102122418.P15725@pallas.fsck.com>

1.  Since the sender of a message is never Cced on their own messages
with 'Notify' Actions,  use "OnCreate" "AutoReplyToRequestor"

2.  Granting people "Watch" or "WatchAsAdminCc" merely gives them permission
to watch the queue or tickets within it.  it does not make them watchers.
You need to add them as Ccs or AdminCcs of the queue explicitly


On Fri, Nov 02, 2001 at 10:41:29AM -0600, Dan Debertin wrote:
> After a few days of playing with it, I'm just about ready to make the move
> from RT1 to RT2. My one last problem is that new tickets are not
> generating any email. Changes, resolutions, etc. do, so mail itself is
> working fine. I have the following scrips set up:
> 
> OnCreate NotifyRequestors with template Autoreply
> OnCreate NotifyAllWatchers with template Correspondence
> 
> I have people set up as AdminCC's and regular watchers, and nobody
> receives mail when tickets are created. The maillog (this is sendmail)
> shows no attempts to send mail. The users in question have the perms to
> Watch and WatchAsAdminCc.
> 
> Platform is FreeBSD, MTA is sendmail. I'm using version 2.0.8-02.
> 
> Logs show the following:
> 
> now requiring RT::Condition::AnyTransaction
> RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate...
> RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate...
> now requiring RT::Action::Notify
> RT::Transaction=HASH(0x8774fa8): Prepared NotifyRequestors
> RT::Action::Notify=HASH(0x87bca34): No recipients found. Not sending.
> RT::Transaction=HASH(0x8774fa8): Committed NotifyRequestors
> now requiring RT::Condition::AnyTransaction
> RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate...
> RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate...
> now requiring RT::Action::Notify
> RT::Transaction=HASH(0x8774fa8): Prepared NotifyAllWatchers
> RT::Transaction=HASH(0x8774fa8): Committed NotifyAllWatchers
> Ticket 23 created in queue 'CSR2'.
> 
> Can anybody think of something I may be missing?
> 
> Thanks,
> 
> Dan Debertin
> --
> ++ Dan Debertin
> ++ Senior Systems Administrator
> ++ Bitstream Underground, LLC
> ++ airboss at bitstream.net
> ++ (612)321-9290 x108
> ++ GPG Fingerprint: 0BC5 F4D6 649F D0C8 D1A7  CAE4 BEF4 0A5C 300D 2387
> 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From steve at Inet-technologies.com  Fri Nov  2 12:47:41 2001
From: steve at Inet-technologies.com (Steve Poirier)
Date: Fri, 2 Nov 2001 12:47:41 -0500
Subject: [rt-users] Mail filter
Message-ID: <007001c163c6$78a072a0$63ec47d1@Steve>

Hello,

Does someone ever developped a patch or a hack where you can set a list of
emails that RT should never reply to?

Regards,
__
Steve Poirier
Directeur d?veloppement / Project Manager
Inet Technologies Inc.







From airboss at bitstream.net  Fri Nov  2 12:18:56 2001
From: airboss at bitstream.net (Dan Debertin)
Date: Fri, 2 Nov 2001 11:18:56 -0600 (CST)
Subject: [rt-users] OnCreate not sending mail
In-Reply-To: <20011102122418.P15725@pallas.fsck.com>
Message-ID: <Pine.LNX.4.30.0111021110140.14203-100000@dmitri.bitstream.net>

On Fri, 2 Nov 2001, Jesse Vincent wrote:

> 1.  Since the sender of a message is never Cced on their own messages
> with 'Notify' Actions,  use "OnCreate" "AutoReplyToRequestor"

Ah, okay. I did this. See below.

>
> 2.  Granting people "Watch" or "WatchAsAdminCc" merely gives them permission
> to watch the queue or tickets within it.  it does not make them watchers.
> You need to add them as Ccs or AdminCcs of the queue explicitly

Yes. Those who have the Watch rights are also set up as Ccs or AdminCcs.

Anyway, I'm still not getting mail, but we appear to be closer. I now
have:

OnCreate NotifyAllWatchers with template Correspondence
OnCreate NotifyRequestors with template Autoreply

Myself and another person are set up as Watchers and AdminCc:'s for the
queue. If I send a message into the queue, it opens up a ticket, but no
mail is sent to either myself (the requestor), or any watchers (myself and
the other person). Here's what's in the log now:

now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate...
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate...
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyAllWatchers
RT::Transaction=HASH(0x8774fa8): Committed NotifyAllWatchers
now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate...
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate...
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyRequestors
RT::Action::Notify=HASH(0x8828818): No recipients found. Not sending.
RT::Transaction=HASH(0x8774fa8): Committed NotifyRequestors
Ticket 25 created in queue 'CSR2'.

I know it's something obvious. RT2 is a whole new world compared to RT1,
and the doco appears to be half-done. Apologies in advance.

Dan Debertin
--
++ Dan Debertin
++ Senior Systems Administrator
++ Bitstream Underground, LLC
++ airboss at bitstream.net
++ (612)321-9290 x108
++ GPG Fingerprint: 0BC5 F4D6 649F D0C8 D1A7  CAE4 BEF4 0A5C 300D 2387






From jesse at bestpractical.com  Fri Nov  2 12:49:10 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 2 Nov 2001 12:49:10 -0500
Subject: [rt-users] Resolving a re-opened ticket without notification.
In-Reply-To: <200111021402.IAA02512@dresden.garmin.com>; from Kendric.Beachey@garmin.com on Fri, Nov 02, 2001 at 08:03:01AM -0600
References: <200111021402.IAA02512@dresden.garmin.com>
Message-ID: <20011102124910.Q15725@pallas.fsck.com>

On Fri, Nov 02, 2001 at 08:03:01AM -0600, Beachey, Kendric wrote:
> Hmmm, I'm pretty sure this isn't the intended use, but you could set the
> status to "Dead" instead of setting it to "Resolved" a second time.

So you know, that's dangerous, since "dead"  tickets are hidden from view
and marked for garbage collection.

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



From airboss at bitstream.net  Fri Nov  2 13:03:54 2001
From: airboss at bitstream.net (Dan Debertin)
Date: Fri, 2 Nov 2001 12:03:54 -0600 (CST)
Subject: [rt-users] OnCreate not sending mail
In-Reply-To: <Pine.LNX.4.30.0111021110140.14203-100000@dmitri.bitstream.net>
Message-ID: <Pine.LNX.4.30.0111021200410.14203-100000@dmitri.bitstream.net>

[ replying to myself... ]

> > 1.  Since the sender of a message is never Cced on their own messages
> > with 'Notify' Actions,  use "OnCreate" "AutoReplyToRequestor"
>
> Ah, okay. I did this. See below.

and 'below' shows that I didn't :). Okay, here's the RT log with the
following added scrip. Still no joy.

OnCreate AutoReplyToRequestors with template Autoreply

RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate...
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate...
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyAllWatchers
RT::Transaction=HASH(0x8774fa8): Committed NotifyAllWatchers
now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate...
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate...
now requiring RT::Action::Autoreply
RT::Transaction=HASH(0x8774fa8): Prepared AutoreplyToRequestors
Use of uninitialized value at /usr/local/rt2/lib/RT/Action/SendEmail.pm
line 84, <STDIN> chunk 18.
Use of uninitialized value at /usr/local/rt2/lib/RT/Action/SendEmail.pm
line 86, <STDIN> chunk 18.
Use of uninitialized value at /usr/local/rt2/lib/RT/Action/SendEmail.pm
line 106, <STDIN> chunk 18.
RT::Transaction=HASH(0x8774fa8): Committed AutoreplyToRequestors
now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate...
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate...
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyRequestors
RT::Action::Notify=HASH(0x8848604): No recipients found. Not sending.
RT::Transaction=HASH(0x8774fa8): Committed NotifyRequestors
Ticket 26 created in queue 'CSR2'.

Dan Debertin
--
++ Dan Debertin
++ Senior Systems Administrator
++ Bitstream Underground, LLC
++ airboss at bitstream.net
++ (612)321-9290 x108
++ GPG Fingerprint: 0BC5 F4D6 649F D0C8 D1A7  CAE4 BEF4 0A5C 300D 2387






From aschiffler at appwares.com  Fri Nov  2 13:53:43 2001
From: aschiffler at appwares.com (Andreas Schiffler)
Date: Fri, 02 Nov 2001 13:53:43 -0500
Subject: [rt-users] Attachements
Message-ID: <3BE2EBB7.4506D254@appwares.com>

Hi folks,

I have a question regarding attachements on a response. 

The attachement shows up in the database but I haven't been able to get
it to show up in any mail. Is this a bug, an installation problem or by
design.

Regards
Andreas Schiffler

PS: RT 2.0.8 on Mandrake 8.1



From russj at dimstar.net  Fri Nov  2 14:46:42 2001
From: russj at dimstar.net (Russ Johnson)
Date: Fri, 2 Nov 2001 11:46:42 -0800 (PST)
Subject: [rt-users] Auto-add requestors?
In-Reply-To: <3BE2EBB7.4506D254@appwares.com>
Message-ID: <Pine.LNX.4.33.0111021141020.1156-100000@sthelens.dimstar.net>

Here is a use case for you.

I have a queue set up for my tasks as a lab manager. 

When I'm going to be working on a machine, I send out an announcement, as a
ticket in RT. 

I have the queue set so that anyone may reply to a ticket, not just the owner
or requestor.

What I'd like is to have those folks that reply, be added as requestors, so
that if I reply to the ticket, they'll all get the reply. 

i.e. OnReply add user as requestor

I don't see a scrip to do this. 

If it's not currently possible, please consider this a feature request.

-- 
"The power to untie is stronger than the power to tie."                         
                                                                                
Well, yeah, otherwise my shoes would tie themselves.                            
                                                                                
---                                                                             
                                                                                
Russ Johnson                                                                    
Stargate Online                                                                 
                                                                                
http://www.dimstar.net                                                          
telnet://telnet.dimstar.net                                                     
ICQ: 3739685:Airneil




From Kendric.Beachey at garmin.com  Fri Nov  2 15:58:18 2001
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 2 Nov 2001 14:58:18 -0600 
Subject: [rt-users] Scrip installation blues
Message-ID: <200111022057.OAA14734@dresden.garmin.com>

I'm trying to install Feargal's auto assign scrip from the contrib area on
fsck.com.

I'm behind a firewall that requires authentication, so Feargal's "rt-scrips"
script couldn't retrieve the scrip, so I had to grab it myself.

I made sure to install Archive::Tar, but rt-scrips still complained that it
couldn't uncompress the archive, so I did that myself too.

Then (I'm full of problems today!) rt-scrips wouldn't quit trying to
uncompress the archive, so I short-circuited that part of the script.

Now rt-scrips would happily install the modules into place.  It was nice to
see something working.  :-)  But to get the data to install, I had to strip
out all of the rt-scrips script except the data installation part, and
hardwire a couple of strings.  But it finally did get the data installed:

[root at zimmerdale helgrim.com-AutoAssign]# /opt/rt2/bin/kb-rt-scrips
helgrim.com-AutoAssign
Adding ScripActions...11.12.done.
Adding ScripConditions...done.
Adding templates...8.done.
[root at zimmerdale helgrim.com-AutoAssign]#

I created an auto-assign scrip on a queue that had a watcher and tried
creating a ticket.  The ticket creates OK but nobody was auto-assigned to
it.  I checked the error log and found stuff like this:

Can't locate RT/Action/.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
/usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1
/usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at
(eval 626) line 3, <GEN322> line 271.
Require of RT::Action:: failed.
Can't locate RT/Action/.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
/usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1
/usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at
(eval 626) line 3, <GEN322> line 271.

Hmmm, sounds like the name of the script might be missing somewhere.  It
seems like it should be looking for "RT/Action/__something__.pm" instead of
leaving the __something__ blank.

I went into MySQL and looked around, and things look (as near as I would
know to recognize) like they should work.  But obviously something's out of
place.  Anyone got any suggestions for what might be amiss?

BTW, since there isn't much about this on the website, I would like to
volunteer to write up a HOWTO for scrip installation, provided I end up
learning how it's done.

--
Kendric Beachey
 



From mwatson at netspace.net.au  Fri Nov  2 17:04:34 2001
From: mwatson at netspace.net.au (Mat)
Date: Sat, 3 Nov 2001 09:04:34 +1100
Subject: [rt-users] RT servicing multiple domains.
Message-ID: <IAECIBNIPGKFNINKNHNNGEBCCDAA.mwatson@netspace.net.au>

Hi,


 We currently have the need for RT(2) to service multiple domains, as it
doesn't have any direct  way to do this, I was
thinking I could install two instances of rt2 on the machine, set each of
for one of the domains, and then point them to the
same session data directory so multiple logins are not required.

 I'm sure everything would work, except the session data stuff, anyone know
if this will work. Or if there is a better way (without
majorly messing with rt internals) to do this?

Mat.




From ray at lctn.k12.mn.us  Sat Nov  3 15:23:19 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Sat, 3 Nov 2001 12:23:19 -0800
Subject: [rt-users] local access only?
Message-ID: <005401c164a5$611daa00$a344a43f@xtratyme.com>

I am just setting up RT. I can get an RT/example.com page from the box I installed RT on, but cannot get any page when accessing the site from another workstation. Any ideas what I need to change?


Raymond
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From drek at smashpow.net  Sun Nov  4 00:14:07 2001
From: drek at smashpow.net (Agent Drek)
Date: Sun, 4 Nov 2001 00:14:07 -0500 (EST)
Subject: [rt-users] custom resolved template
Message-ID: <Pine.BSF.4.21.0111040010550.49340-100000@smashpow.net>

quick question:

Using rt-2.0.7 what commands would I need to include in a "ticket resolved"
template to have the original ticket message included in the outgoing
mail?

Feel free to point me at the docs, I'm just not sure where to look.

cheers,

--
   Derek Marshall
 
Smash and Pow Inc > 'digital plumber'
http://www.smashpow.net




From Alexander.Loitsch at seetours.de  Thu Nov  1 07:32:22 2001
From: Alexander.Loitsch at seetours.de (Alexander.Loitsch at seetours.de)
Date: Thu, 1 Nov 2001 13:32:22 +0100
Subject: [rt-users] problem: permissions to create tickets...
Message-ID: <OF899B1F0E.CD03CE74-ONC1256AF7.0039C8ED@LocalDomain>

hi.

maybe you can help me. i have got a problem,
that is NO faq-problem, and i cannot find a work-
around in the documantation of RT.

i can work with RT via webUI. no problems!

but when i want to send a email to RT, i get
back the following message per e-mail:

------------------------------------------------------------------------
----- Forwarded message from CorrespondAddress.not.set at linux.local -----


From CorrespondAddress.not.set at linux.local  Thu Nov  1 05:31:24 2001
From: CorrespondAddress.not.set at linux.local (CorrespondAddress.not.set at linux.local)
Date: Thu, 1 Nov 2001 11:31:24 +0100
Subject: Ticket creation failed
Message-ID: <200111011031.fA1AVO117434@loitschix1.seetours.de>

No permission to create tickets in the queue 'itsupport'.


test 1


----- End of forwarded message from CorrespondAddress.not.set at linux.local
-----
---------------------------------------------------------------------------------

these are the configurations:

suse-linux 7.2:

/etc/mail/aliases:


# if you have bulk_mailer installed, you can replace the above
# "test-outgoing" line with the following:
#test-outgoing:          "|/usr/bin/bulk_mailer owner-test at host.com
/var/lib/majordomo/lists/test"
#
rt-comment:    "|/opt/rt2/bin/rt-mailgate --queue general --action comment"
rt:       "|/opt/rt2/bin/rt-mailgate --queue general --action correspond"
itsupport:     "|/opt/rt2/bin/rt-mailgate --queue itsupport --action
correspond"

i don`t know why my user "itsupport" have no permissions to write tickets!

help!

cheers, alex...






From jesse at bestpractical.com  Sun Nov  4 16:53:26 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 4 Nov 2001 16:53:26 -0500
Subject: [rt-users] error trying to edit Keyword Selections on Queue
In-Reply-To: <Pine.LNX.4.40.0110311833550.27258-100000@tsiar>; from tmokros@neo.rr.com on Wed, Oct 31, 2001 at 06:46:55PM -0500
References: <Pine.LNX.4.40.0110311833550.27258-100000@tsiar>
Message-ID: <20011104165326.R15725@pallas.fsck.com>


You don't want to be running the head of the CVS branch unless you really 
really know what your doing.  And you probably don't want to be discussing
unreleased code on rt-users.  This is probably best reserved for rt-devel.

	-j

On Wed, Oct 31, 2001 at 06:46:55PM -0500, tmokros at neo.rr.com wrote:
> I receive the following error when trying to edit Keyword Selections on a 
> Queue.  (I also received the same error when trying to edit Keyword 
> Selections on Global).
> Running on linux 2.4.13-ac2
> 
> perl-5.6.0-17
> apache-1.3.22-1
> mysql-3.23.43-1
> mod_perl-1.24_01-3
> 
> using current CVS version of RT2 (as of 6:30pm EST 10/31/01)
> 
> error in file:    /usr/local/rt2/lib/RT/Keyword.pm   
> line 180:  Can't call method "Id" on an undefined value
> context:  
> ... 
> 176:  # is the the one we wanted.
> 177:  #we shouldn't need to explicitly load it like this. but we do 
> *sigh*.
> 178:  # once we get data caching, it won't matter so much.
> 179: 
> 180:  $self->Load($tempkey->Id);
> 181: 
> 182:  return (1, 'Keyword loaded');
> 183:  }
> 184: 
> ... 
> component stack:   /Admin/Elements/SelectKeywordSelect [standard]
> /Admin/Queues/Keywords.html [standard]
> /autohandler [standard]
> code stack:   /usr/local/rt2/lib/RT/Keyword.pm:230
> /usr/local/rt2/lib/RT/KeywordSelect.pm:285
> /usr/local/rt2/WebRT/data/obj/STANDARD/Admin/Elements/SelectKeywordSelect:35
> /usr/local/rt2/WebRT/data/obj/STANDARD/Admin/Queues/Keywords.html:138
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:316
> /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:159
> 
> 
> raw error:  
> 
> error while executing /Admin/Elements/SelectKeywordSelect [standard]:
> Can't call method "Id" on an undefined value at 
> /usr/local/rt2/lib/RT/Keyword.pm line 180, line 71.
> HTML::Mason::Interp::__ANON__() called at /usr/local/rt2/lib/RT/Keyword.pm 
> line 180
> RT::Keyword::LoadByPath() called at /usr/local/rt2/lib/RT/Keyword.pm line 
> 230
> RT::Keyword::Load() called at /usr/local/rt2/lib/RT/KeywordSelect.pm line 
> 285
> RT::KeywordSelect::KeywordObj() called at 
> /usr/local/rt2/WebRT/data/obj/STANDARD/Admin/Elements/SelectKeywordSelect 
> line 35
> HTML::Mason::Commands::__ANON__() called at 
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Component.pm line 131
> HTML::Mason::Component::run() called at 
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653
> require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm 
> line 653
> HTML::Mason::Request::comp() called at 
> /usr/local/rt2/WebRT/data/obj/STANDARD/Admin/Queues/Keywords.html line 138
> HTML::Mason::Commands::__ANON__() called at 
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Component.pm line 131
> HTML::Mason::Component::run() called at 
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653
> require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm 
> line 653
> HTML::Mason::Request::comp() called at 
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 316
> HTML::Mason::Request::call_next() called at 
> /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler line 69
> HTML::Mason::Commands::__ANON__() called at 
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Component.pm line 131
> HTML::Mason::Component::run() called at 
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653
> require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm 
> line 653
> HTML::Mason::Request::comp() called at 
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 159
> require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm 
> line 159
> HTML::Mason::Request::exec() called at 
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 914
> HTML::Mason::ApacheHandler::handle_request_1() called at 
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560
> require 0 called at 
> /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560
> HTML::Mason::ApacheHandler::handle_request() called at 
> /usr/local/rt2/bin/webmux.pl line 165
> RT::Mason::handler() called at /dev/null line 0
> require 0 called at /dev/null line 0
> 
> -- 
> Todd Mokros
> tmokros at neo.rr.com
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Sun Nov  4 16:55:54 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 4 Nov 2001 16:55:54 -0500
Subject: [rt-users] problem: permissions to create tickets...
In-Reply-To: <OF899B1F0E.CD03CE74-ONC1256AF7.0039C8ED@LocalDomain>; from Alexander.Loitsch@seetours.de on Thu, Nov 01, 2001 at 01:32:22PM +0100
References: <OF899B1F0E.CD03CE74-ONC1256AF7.0039C8ED@LocalDomain>
Message-ID: <20011104165554.S15725@pallas.fsck.com>

You need to set the Default ACLs per the Installation and Configuration guide.

	-j


On Thu, Nov 01, 2001 at 01:32:22PM +0100, Alexander.Loitsch at seetours.de wrote:
> hi.
> 
> maybe you can help me. i have got a problem,
> that is NO faq-problem, and i cannot find a work-
> around in the documantation of RT.
> 
> i can work with RT via webUI. no problems!
> 
> but when i want to send a email to RT, i get
> back the following message per e-mail:
> 
> ------------------------------------------------------------------------
> ----- Forwarded message from CorrespondAddress.not.set at linux.local -----
> 
> From daemon at linux.local  Thu Nov  1 11:31:25 2001
> Date: Thu, 1 Nov 2001 11:31:24 +0100
> Message-Id: <200111011031.fA1AVO117434 at loitschix1.seetours.de>
> X-RT-Loop-Prevention: seetours.de
> Subject: Ticket creation failed
> From: RT::CorrespondAddress.not.set at linux.local
> X-Mailer: Perl5 Mail::Internet v1.40
> To: root at loitschix1.seetours.de
> Sender: root <root at linux.local>
> 
> No permission to create tickets in the queue 'itsupport'.
> 
> 
> test 1
> 
> 
> ----- End of forwarded message from CorrespondAddress.not.set at linux.local
> -----
> ---------------------------------------------------------------------------------
> 
> these are the configurations:
> 
> suse-linux 7.2:
> 
> /etc/mail/aliases:
> 
> 
> # if you have bulk_mailer installed, you can replace the above
> # "test-outgoing" line with the following:
> #test-outgoing:          "|/usr/bin/bulk_mailer owner-test at host.com
> /var/lib/majordomo/lists/test"
> #
> rt-comment:    "|/opt/rt2/bin/rt-mailgate --queue general --action comment"
> rt:       "|/opt/rt2/bin/rt-mailgate --queue general --action correspond"
> itsupport:     "|/opt/rt2/bin/rt-mailgate --queue itsupport --action
> correspond"
> 
> i don`t know why my user "itsupport" have no permissions to write tickets!
> 
> help!
> 
> cheers, alex...
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Sun Nov  4 19:07:32 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 4 Nov 2001 19:07:32 -0500
Subject: [rt-users] RT 2.0.8 error whilst creating new queue
In-Reply-To: <3BE12047.6010805@band-x.net>; from chris.walker@band-x.net on Thu, Nov 01, 2001 at 10:13:27AM +0000
References: <3BE12047.6010805@band-x.net>
Message-ID: <20011104190732.X15725@pallas.fsck.com>

It's a bug in the build of perl 5.6.0 that redhat ships.  Upgrading 
to 5.6.1 should fix it.


On Thu, Nov 01, 2001 at 10:13:27AM +0000, chris walker wrote:
> Hi,
> 
> When trying to create a new queue in rt 2.0.8 i get an error.
> 
> 
> The page requested is
> 
> https://support.band-x.net/Admin/Queues/Modify.html?Create=1
> 
> This seems to randomly break and repair itself if i resend the page 
> request. (see error page below)
> 
> any ideas what is causing this ?
> 
> Im running std redhat 7.1 / apache 1.3.20 mod_ssl with a postgres 7.1.3 
> database.
> 
> 
> Thanks,
> 
> 
> Chris Walker
> 
> ======================================================================================
> ERROR :
> 
> error in file:  
> /usr/lib/perl5/5.6.0/Carp/Heavy.pm  
> line 79: 
> Bizarre copy of HASH in aassign
> context:  
> ... 
> 75: 
> # them according to the format variables defined earlier in
> 76: 
> # this file and join them onto the $sub sub-routine string
> 77: 
> if ($hargs) {
> 78: 
> # we may trash some of the args so we take a copy
> 79: 
> @a = @DB::args;	# must get local copy of args
> 80: 
> # don't print any more than $MaxArgNums
> 81: 
> if ($MaxArgNums and @a > $MaxArgNums) {
> 82: 
> # cap the length of $#a and set the last element to '...'
> 83: 
> $#a = $MaxArgNums;
> ... 
> component stack:  
> /Admin/Queues/Modify.html [standard]
> /autohandler [standard]
> code stack:  
> /usr/lib/perl5/5.6.0/Carp/Heavy.pm:79
> 
> 
> raw error:  
> error while executing /Admin/Queues/Modify.html [standard]:
> Bizarre copy of HASH in aassign at /usr/lib/perl5/5.6.0/Carp/Heavy.pm 
> line 79, line 168.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From mixo at beth.uniforum.org.za  Mon Nov  5 05:47:46 2001
From: mixo at beth.uniforum.org.za (mixo)
Date: Mon, 05 Nov 2001 12:47:46 +0200
Subject: [rt-users] rt2 stats
Message-ID: <3BE66E52.977E2A7E@beth.uniforum.org.za>

Where can I find 'rt2stats' script? And is it still being maintained?




From simon at onyx.net  Mon Nov  5 07:48:37 2001
From: simon at onyx.net (Simon Woodward)
Date: 05 Nov 2001 12:48:37 +0000
Subject: [rt-users] rt2 stats
In-Reply-To: <3BE66E52.977E2A7E@beth.uniforum.org.za>
References: <3BE66E52.977E2A7E@beth.uniforum.org.za>
Message-ID: <1004964518.8703.79.camel@brockrigg.onyx.net>

> Where can I find 'rt2stats' script? And is it still being maintained?

We've been talking on the list about starting to design a decent stats
system for rt2, I've been drumming up some support, but just been so
busy recently it kind of fizzled for a little bit. I think if one is
going to be written its going to need a few people, as we all have that
daily interference known as work which tries to get in the way ;-)

The best one I have seen so far is by Teo de Hesselle and is available
at http://peabody.itd.uts.edu.au/rt-stats/. I dont know what anyone else
thinks, but this could be a great place to start ? I know Teo has no
objections.

Simon.




From vojtech.moravek at cz.tiscali.com  Mon Nov  5 08:07:19 2001
From: vojtech.moravek at cz.tiscali.com (Vojtech Moravek)
Date: 05 Nov 2001 14:07:19 +0100
Subject: [rt-users] instalation problem
Message-ID: <1004965639.5166.22.camel@cnx>

Hello guys,
I have problem with rt 2-0-8. After make instal i will get this error
message :( This is full output from make install

If somebody have solved this problem, please help me.


Best regards
Vojtech Moravek

vojtech.moravek at cz.tiscali.com


make install
mkdir -p //opt/rt2/bin
mkdir -p //opt/rt2/WebRT/data
mkdir -p //opt/rt2/WebRT/sessiondata
mkdir -p //opt/rt2/etc
mkdir -p //opt/rt2/lib
mkdir -p //opt/rt2/WebRT/html
mkdir -p //opt/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/usr' 'localhost' '' 'root' 'rt2'
create
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                        s'!!DB_HOST!!'"localhost"'g;\
                        s'!!DB_RT_PASS!!'"rt_pass"'g;\
                        s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt_user"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;"
//opt/rt2/etc/acl.mysql
bin/initacls.mysql '/usr' 'localhost' '' 'root' '' 'rt2'
'//opt/rt2/etc/acl.mysql'
Enter the mysql administrator's database password to create a new user
for RT
Enter password:
Enter the mysql administrator's database password to nondestructively
reload the database
Enter password:
/usr/bin/perl   tools/initdb 'mysql' '/usr' 'localhost' '' 'rt_user'
'rt2' insert
Now populating database schema.
Enter the mysql password for rt_user:
Creating database schema.
DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
'rt_user at localhost' (Using password: NO) at tools/initdb line 144
Access denied for user: 'rt_user at localhost' (Using password: NO) at
tools/initdb line 144, <STDIN> line 1.
make: *** [initdb.rtuser] Error 255
[root at tickets rt-2-0-8_01]#




From hollow1 at cc.gatech.edu  Mon Nov  5 10:27:14 2001
From: hollow1 at cc.gatech.edu (James Adam Sigler)
Date: Mon, 5 Nov 2001 10:27:14 -0500
Subject: [rt-users] instalation problem
In-Reply-To: <1004965639.5166.22.camel@cnx>
Message-ID: <Pine.SGI.4.21.0111051022030.34138-100000@sweetie.cc.gatech.edu>

Whats happening is the mysql script which creates and grants rights to the
"rt-user" needs to give rt-user a password which it probably does. Since,
the output did not ask you for a poassword and the database needs on to
log in the user it seems that either the script has a bug or you did not
give the user a password in your Makefile. Check to make sure 1. Your
rt-user is getting assigned a password in your Makefile 2. That your mysql
knows to ask your user for a password. (THis could be a versioning
issue.) in mysql and 3. That the user is even getting put into the
database. If none of these work try rt-2-0-8_02 (the most current
release) which worked for me with one little bug which was pretty easy to 
resolve.


		Sincerely,					
			-James Adam Sigler-



James Adam Sigler
Research Scientist
College of Computing
Georgia Tech
Phone: 404-385-0391
Office: CoC 211
Email: hollow1 at cc.gatech.edu


On 5 Nov 2001, Vojtech Moravek wrote:

> 
> Hello guys,
> I have problem with rt 2-0-8. After make instal i will get this error
> message :( This is full output from make install
> 
> If somebody have solved this problem, please help me.
> 
> 
> Best regards
> Vojtech Moravek
> 
> vojtech.moravek at cz.tiscali.com
> 
> 
> make install
> mkdir -p //opt/rt2/bin
> mkdir -p //opt/rt2/WebRT/data
> mkdir -p //opt/rt2/WebRT/sessiondata
> mkdir -p //opt/rt2/etc
> mkdir -p //opt/rt2/lib
> mkdir -p //opt/rt2/WebRT/html
> mkdir -p //opt/rt2/local/WebRT/html
> /usr/bin/perl   tools/initdb 'mysql' '/usr' 'localhost' '' 'root' 'rt2'
> create
> Now creating a database for RT.
> Enter the mysql password for root:
> Creating mysql database rt2.
> cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
>                         s'!!DB_HOST!!'"localhost"'g;\
>                         s'!!DB_RT_PASS!!'"rt_pass"'g;\
>                         s'!!DB_RT_HOST!!'"localhost"'g;\
>                         s'!!DB_RT_USER!!'"rt_user"'g;\
>                         s'!!DB_DATABASE!!'"rt2"'g;"
> //opt/rt2/etc/acl.mysql
> bin/initacls.mysql '/usr' 'localhost' '' 'root' '' 'rt2'
> '//opt/rt2/etc/acl.mysql'
> Enter the mysql administrator's database password to create a new user
> for RT
> Enter password:
> Enter the mysql administrator's database password to nondestructively
> reload the database
> Enter password:
> /usr/bin/perl   tools/initdb 'mysql' '/usr' 'localhost' '' 'rt_user'
> 'rt2' insert
> Now populating database schema.
> Enter the mysql password for rt_user:
> Creating database schema.
> DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
> 'rt_user at localhost' (Using password: NO) at tools/initdb line 144
> Access denied for user: 'rt_user at localhost' (Using password: NO) at
> tools/initdb line 144, <STDIN> line 1.
> make: *** [initdb.rtuser] Error 255
> [root at tickets rt-2-0-8_01]#
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From airboss at bitstream.net  Mon Nov  5 12:57:27 2001
From: airboss at bitstream.net (Dan Debertin)
Date: Mon, 5 Nov 2001 11:57:27 -0600 (CST)
Subject: [rt-users] OnCreate not sending mail
In-Reply-To: <Pine.LNX.4.30.0111021200410.14203-100000@dmitri.bitstream.net>
Message-ID: <Pine.LNX.4.30.0111051155510.14488-100000@dmitri.bitstream.net>

[ Replying once again to my own mail.... ]

Just want to let people know that this turned out to be operator error. I
skimmed over this comment in config.pm:

# If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments

Stupid me. Sorry for the noise.


Dan Debertin
--
++ Dan Debertin
++ Senior Systems Administrator
++ Bitstream Underground, LLC
++ airboss at bitstream.net
++ (612)321-9290 x108
++ GPG Fingerprint: 0BC5 F4D6 649F D0C8 D1A7  CAE4 BEF4 0A5C 300D 2387





From Greg at zoolink.net  Mon Nov  5 13:46:51 2001
From: Greg at zoolink.net (Greg Kornatowsky)
Date: Mon, 5 Nov 2001 10:46:51 -0800
Subject: [rt-users] Trouble Installing - Apache::Cookie Error
Message-ID: <D8B8E8A2E989D24D875DB29A090BD3A103B05D@van-srv1.van1.zoocanada.net>

Can someone please help me, when I try to start my Apache I get the
following error message.

[root at localhost src]# /usr/local/apache/bin/apachectl start
[Mon Nov  5 14:48:25 2001] [error] Can't load
'/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/Cookie/Cook
ie.so' for module Apache::Cookie: libapreq.so.0: cannot load shared
object file: No such file or directory at
/usr/local/lib/perl5/5.6.1/i686-linux/DynaLoader.pm line 206.
 at /usr/local/lib/perl5/site_perl/5.6.1/i686-linux/mod_perl.pm line 14
Compilation failed in require at /opt/rt2/bin/webmux.pl line 80.
BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80.
Compilation failed in require at (eval 5) line 1.

Syntax error on line 998 of /usr/local/apache/conf/httpd.conf:
Can't load
'/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/Cookie/Cook
ie.so' for module Apache::Cookie: libapreq.so.0: cannot load shared
object file: No such file or directory at
/usr/local/lib/perl5/5.6.1/i686-linux/DynaLoader.pm line 206.
 at /usr/local/lib/perl5/site_perl/5.6.1/i686-linux/mod_perl.pm line 14
Compilation failed in require at /opt/rt2/bin/webmux.pl line 80.
BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80.
Compilation failed in require at (eval 5) line 1.

/usr/local/apache/bin/apachectl start: httpd could not be started



From amulder at irus.rri.ca  Mon Nov  5 14:55:54 2001
From: amulder at irus.rri.ca (Art Mulder)
Date: Mon, 5 Nov 2001 14:55:54 -0500 (EST)
Subject: [rt-users] installation - DBD::mysql
Message-ID: <Pine.LNX.4.21.0111051454590.4085-100000@willow.irus.rri.on.ca>

I'm having a lot of headaches trying to get this thing installed.
I've been stuck at the "make testdeps" stage for the past 3 days.

Right now, I can't seem to get past this:
  ...
  Checking for DBD::mysql 2.0416 ....DBD::mysql 2.0416  not installed.            

I've downloaded three different versions of the module and it still tries
to tell me that it's not there.  Just now I got the most recent version
I could find -- Msql-Mysql-modules-1.2219 and installed it, and the same
message pops up from "make testdeps".  I'm getting discouraged here.

I'm on Solaris 7, just put in the latest Apache, and mod_perl, and I'm 
running perl v5.6.0

---------- ---------- ---------- ---------- ---------- ---------- ----------
 Art Mulder,                                      Sr Systems Administrator 
 amulder at irus.rri.ca                The John P. Robarts Research Institute
 www.irus.rri.ca/~amulder/                    London, Ontario, Canada, Eh!




From ccoy at ssww.com  Mon Nov  5 16:45:40 2001
From: ccoy at ssww.com (Carrie Coy)
Date: Mon, 05 Nov 2001 16:45:40 -0500
Subject: [rt-users] Email server in DMZ, RT in LAN ???
Message-ID: <3BE70884.BD1D22FF@ssww.com>

Basic question about how to configure things:

Our email server is running in our DMZ.  RT is installed behind our
firewall.   To funnel a message to "help at mydomain.com" to
RequestTracker, do I have to permit DMZ->LAN traffic on port 25 between
these two hosts (I'd rather not)?  Or am I missing something basic?

TIA,
Carrie Coy
-------------- next part --------------
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From teo.dehesselle at uts.edu.au  Mon Nov  5 18:13:50 2001
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Tue, 06 Nov 2001 10:13:50 +1100
Subject: [rt-users] RT Stats - MOVED - Repost
Message-ID: <3BE71D2E.260E1330@uts.edu.au>

Since noone seems to read the damned archive... I had to move my rt stats
script. If you go to the OLD url, you'll be asked for a password.

If anyone wants my rt stats script, it's available from 

	http://peabody.itd.uts.edu.au/rt-stats/

Enjoy.

-- 
T?o de Hesselle,               \  One possible reason that things
Unix Systems Administrator      \  aren't going according to plan
                                 \  is that there never was a plan
University of Technology, Sydney  \  in the first place.



From Rich.West at wesmo.com  Mon Nov  5 18:24:41 2001
From: Rich.West at wesmo.com (Rich West)
Date: Mon, 05 Nov 2001 18:24:41 -0500
Subject: [rt-users] RT Stats - MOVED - Repost
References: <3BE71D2E.260E1330@uts.edu.au>
Message-ID: <3BE71FB9.4070202@wesmo.com>

Thanks.. already got it by hunting through the archives.

I hate to point this out, but it was mentioned in ONE posting waaaaay 
back when, and it is not all that easy to find.  Searching for rtstats2 
or "rt stats" brought up a mess of related messages, all of which had 
the link to the one requiring the password. :)

Anyhow, nice script!  I hope to try it out tomorrow morning!

-Rich

Teo de Hesselle wrote:

>Since noone seems to read the damned archive... I had to move my rt stats
>script. If you go to the OLD url, you'll be asked for a password.
>
>If anyone wants my rt stats script, it's available from 
>
>	http://peabody.itd.uts.edu.au/rt-stats/
>
>Enjoy.
>

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






From allbery at ece.cmu.edu  Mon Nov  5 18:48:47 2001
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Mon, 05 Nov 2001 18:48:47 -0500
Subject: [rt-users] RT Stats - MOVED - Repost
In-Reply-To: <3BE71D2E.260E1330@uts.edu.au>
References: <3BE71D2E.260E1330@uts.edu.au>
Message-ID: <25250000.1005004126@vpn44.ece.cmu.edu>

On Tuesday, November 06, 2001 10:13:50 +1100, Teo de Hesselle 
<teo.dehesselle at uts.edu.au> wrote:
+-----
| Since noone seems to read the damned archive... I had to move my rt stats
+--->8

The archive hasn't been all that well publicized....

-- 
brandon s. allbery  [os/2][linux][solaris][freebsd]   allbery at kf8nh.apk.net
system administrator   [JAPH][WAY too many hats]        allbery at ece.cmu.edu
electrical and computer engineering                                   KF8NH
carnegie mellon university     [linux: proof of the million monkeys theory]




From volker.kroll at 4mino.de  Tue Nov  6 07:20:39 2001
From: volker.kroll at 4mino.de (Volker Kroll)
Date: 06 Nov 2001 13:20:39 +0100
Subject: [rt-users] Error after installation
Message-ID: <1005049244.1261.58.camel@bevok1>

Hi,

found rt yesterday and wanted to install it in my company. After 
recompiling Apache with mod_perl and installation of many ;-) modules
apache started correct. 

In the docs is said to include this in the httpd.conf:
<VirtualHost your.ip.address>
DocumentRoot /path/to/rt2/WebRT/html
ServerName your.rt.server.hostname
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /path/to/rt2/bin/webmux.pl
<Location />
SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

But it seems that it has to be called 

PerlHandler HTML::Mason
and you have to include 
PerlModule HTML::Mason

Is this correct or, where can I find the RT::Mason Module
I searched in the docs and the lib dir but didn't find anything

The Error in my errorlog of Apache is:

[Tue Nov  6 13:10:32 2001] [error] Undefined subroutine
&HTML::Mason::handler called.

So I cannnot use anything

Perhaps someone has a hint, where to find the information
Thanks in advance
Volker Kroll
-- 
Volker Kroll 				Chief System Developer
4mino AG 				Berlin - GERMANY -





From alesh at sportina.si  Tue Nov  6 08:20:03 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Tue, 06 Nov 2001 14:20:03 +0100
Subject: [rt-users] Error after installation
References: <1005049244.1261.58.camel@bevok1>
Message-ID: <3BE7E383.1000801@sportina.si>

What exactly did you put in httpd.conf? Copy & paste.

What does make testdeps say?

Also, what does in tools dir of the installation perl testdeps -warn 
mysql say?


Regards,
A.

Volker Kroll wrote:

> Hi,
> 
> found rt yesterday and wanted to install it in my company. After 
> recompiling Apache with mod_perl and installation of many ;-) modules
> apache started correct. 
> 
> In the docs is said to include this in the httpd.conf:
> <VirtualHost your.ip.address>
> DocumentRoot /path/to/rt2/WebRT/html
> ServerName your.rt.server.hostname
> PerlModule Apache::DBI
> PerlFreshRestart On
> PerlRequire /path/to/rt2/bin/webmux.pl
> <Location />
> SetHandler perl-script
>  PerlHandler RT::Mason
> </Location>
> </VirtualHost>
> 
> But it seems that it has to be called 
> 
> PerlHandler HTML::Mason
> and you have to include 
> PerlModule HTML::Mason
> 
> Is this correct or, where can I find the RT::Mason Module
> I searched in the docs and the lib dir but didn't find anything
> 
> The Error in my errorlog of Apache is:
> 
> [Tue Nov  6 13:10:32 2001] [error] Undefined subroutine
> &HTML::Mason::handler called.
> 
> So I cannnot use anything
> 
> Perhaps someone has a hint, where to find the information
> Thanks in advance
> Volker Kroll
> 








From justis at opennms.org  Tue Nov  6 09:20:28 2001
From: justis at opennms.org (Justis Peters)
Date: Tue, 6 Nov 2001 09:20:28 -0500
Subject: [rt-users] Email server in DMZ, RT in LAN ???
Message-ID: <20011106142029.2131D14638B@mail.opennms.org>

Meant to send this to the whole list, also -- in case anybody else was trying 
to do the same thing.

----------  Forwarded Message  ----------

Subject: Re: [rt-users] Email server in DMZ, RT in LAN ???
Date: Mon, 5 Nov 2001 17:33:17 -0500
From: Justis Peters <justis at opennms.org>
To: Carrie Coy <ccoy at ssww.com>

We worked around this by using fetchmail.  All the mailboxes for RT are
aliased to one "holding" account on our email server.  Then, fetchmail
(running as a daemon) goes out and retrieves all the email.  Once it gets it,
it delivers it directly to procmail.  We have custom procmail rules setup to
trigger the rt-mailgate application.

You could probably have fetchmail deliver straight to sendmail, postfix, etc.
 That way you could still use the aliasing the way it is described in the
installation docs.  We chose to use procmail, however, because it allowed us
to get rid of sendmail.

If you need a copy of the fetchmail and procmail configs, let me know and
I'll pass them on.  Good luck!

Justis Peters
justis at opennms.org

On Monday 05 November 2001 04:45 pm, you wrote:
> Basic question about how to configure things:
>
> Our email server is running in our DMZ.  RT is installed behind our
> firewall.   To funnel a message to "help at mydomain.com" to
> RequestTracker, do I have to permit DMZ->LAN traffic on port 25 between
> these two hosts (I'd rather not)?  Or am I missing something basic?
>
> TIA,
> Carrie Coy

-------------------------------------------------------



From jesse at bestpractical.com  Tue Nov  6 12:27:46 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 6 Nov 2001 12:27:46 -0500
Subject: [rt-users] installation - DBD::mysql
In-Reply-To: <Pine.LNX.4.21.0111051454590.4085-100000@willow.irus.rri.on.ca>; from amulder@irus.rri.ca on Mon, Nov 05, 2001 at 02:55:54PM -0500
References: <Pine.LNX.4.21.0111051454590.4085-100000@willow.irus.rri.on.ca>
Message-ID: <20011106122746.F9020@pallas.fsck.com>

The DBD::mysql installed by that rev of Msql-Mysql modules should be fine.

I'm sort of wondering if the author backed down the module version # or somesuch.....
	-j


On Mon, Nov 05, 2001 at 02:55:54PM -0500, Art Mulder wrote:
> 
> I'm having a lot of headaches trying to get this thing installed.
> I've been stuck at the "make testdeps" stage for the past 3 days.
> 
> Right now, I can't seem to get past this:
>   ...
>   Checking for DBD::mysql 2.0416 ....DBD::mysql 2.0416  not installed.            
> 
> I've downloaded three different versions of the module and it still tries
> to tell me that it's not there.  Just now I got the most recent version
> I could find -- Msql-Mysql-modules-1.2219 and installed it, and the same
> message pops up from "make testdeps".  I'm getting discouraged here.
> 
> I'm on Solaris 7, just put in the latest Apache, and mod_perl, and I'm 
> running perl v5.6.0
> 
> ---------- ---------- ---------- ---------- ---------- ---------- ----------
>  Art Mulder,                                      Sr Systems Administrator 
>  amulder at irus.rri.ca                The John P. Robarts Research Institute
>  www.irus.rri.ca/~amulder/                    London, Ontario, Canada, Eh!
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Tue Nov  6 12:53:01 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 6 Nov 2001 12:53:01 -0500
Subject: [rt-users] Nonprivileged logins..
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2522EBF0@mail.intellstat.com>; from gregs@Intellstat.com on Sun, Oct 21, 2001 at 02:48:36PM -0700
References: <41257DB9CD3CD311BE92006008A52B2522EBF0@mail.intellstat.com>
Message-ID: <20011106125301.G9020@pallas.fsck.com>

you need to manually assign passwords to unprivileged users. (For now, anyway)


On Sun, Oct 21, 2001 at 02:48:36PM -0700, Greg Smythe wrote:
> Hello --
> 
> According to http://www.helgrim.com/rtdocs/admin.html
> <http://www.helgrim.com/rtdocs/admin.html>  under =head4 there is supposed
> to be a way to allow Joe Schmoe to submit a ticket request via the web
> interface without having a login. How do I get to this? I tried just
> clicking the login button, setting user to "unprivileged", etc. The docs
> even say that when an email is submitted RT will create an unpriviledged
> user... 
> 
> Thanks!
> 
> 
> 
> 
> -=-=-=-=-=-=-=-=-=-=-=-=-=-
> Greg Smythe
> SysAdmin
> Intellstat Communications
> WA State Resident
> 
> 
> 

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



From tom at LS.Berkeley.EDU  Tue Nov  6 13:00:32 2001
From: tom at LS.Berkeley.EDU (Tom Holub)
Date: Tue, 6 Nov 2001 10:00:32 -0800
Subject: [rt-users] Nonprivileged logins..
In-Reply-To: <20011106125301.G9020@pallas.fsck.com>; from jesse@bestpractical.com on Tue, Nov 06, 2001 at 12:53:01PM -0500
References: <41257DB9CD3CD311BE92006008A52B2522EBF0@mail.intellstat.com> <20011106125301.G9020@pallas.fsck.com>
Message-ID: <20011106100032.A28639@ls.berkeley.edu>

Can we make this a high-priority feature request?  It's almost necessary if
you want to use rt with a very broad community.

The hack I'm currently using is to create a single privileged account, and
change the "Login" stub to print a message like "To view a request, log in
with this username and password," which is inelegant.

Another glitch is that if you log in to the SelfService interface, and
then click on "Logout", you get returned to the main login page, not the
SelfService login page.

On Tue, Nov 06, 2001 at 12:53:01PM -0500, Jesse Vincent wrote:
> you need to manually assign passwords to unprivileged users. (For now, anyway)
> 
> 
> On Sun, Oct 21, 2001 at 02:48:36PM -0700, Greg Smythe wrote:
> > Hello --
> > 
> > According to http://www.helgrim.com/rtdocs/admin.html
> > <http://www.helgrim.com/rtdocs/admin.html>  under =head4 there is supposed
> > to be a way to allow Joe Schmoe to submit a ticket request via the web
> > interface without having a login. How do I get to this? I tried just
> > clicking the login button, setting user to "unprivileged", etc. The docs
> > even say that when an email is submitted RT will create an unpriviledged
> > user... 
> > 
> > Thanks!
> > 
> > 
> > 
> > 
> > -=-=-=-=-=-=-=-=-=-=-=-=-=-
> > Greg Smythe
> > SysAdmin
> > Intellstat Communications
> > WA State Resident
> > 
> > 
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

-- 
Tom Holub (tom_holub at LS.Berkeley.EDU, 510-642-9069)
College of Letters & Science
249 Campbell Hall



From jesse at bestpractical.com  Tue Nov  6 13:05:07 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 6 Nov 2001 13:05:07 -0500
Subject: [rt-users] Nonprivileged logins..
In-Reply-To: <20011106100032.A28639@ls.berkeley.edu>; from tom@LS.Berkeley.EDU on Tue, Nov 06, 2001 at 10:00:32AM -0800
References: <41257DB9CD3CD311BE92006008A52B2522EBF0@mail.intellstat.com> <20011106125301.G9020@pallas.fsck.com> <20011106100032.A28639@ls.berkeley.edu>
Message-ID: <20011106130507.I9020@pallas.fsck.com>



On Tue, Nov 06, 2001 at 10:00:32AM -0800, Tom Holub wrote:
> Can we make this a high-priority feature request?  It's almost necessary if
> you want to use rt with a very broad community.

In fact you can. There are two pretty simple ways to do so:
	Pay me to implement it.
	Implement it yourself and provide the code to the community.

> 
> The hack I'm currently using is to create a single privileged account, and
> change the "Login" stub to print a message like "To view a request, log in
> with this username and password," which is inelegant.
>

You could always encode the username and password into a URL. The login form
is just a regular html form

> Another glitch is that if you log in to the SelfService interface, and
> then click on "Logout", you get returned to the main login page, not the
> SelfService login page.

There is only one login page. There's no seperate login for /SelfService

> 
> On Tue, Nov 06, 2001 at 12:53:01PM -0500, Jesse Vincent wrote:
> > you need to manually assign passwords to unprivileged users. (For now, anyway)
> > 
> > 
> > On Sun, Oct 21, 2001 at 02:48:36PM -0700, Greg Smythe wrote:
> > > Hello --
> > > 
> > > According to http://www.helgrim.com/rtdocs/admin.html
> > > <http://www.helgrim.com/rtdocs/admin.html>  under =head4 there is supposed
> > > to be a way to allow Joe Schmoe to submit a ticket request via the web
> > > interface without having a login. How do I get to this? I tried just
> > > clicking the login button, setting user to "unprivileged", etc. The docs
> > > even say that when an email is submitted RT will create an unpriviledged
> > > user... 
> > > 
> > > Thanks!
> > > 
> > > 
> > > 
> > > 
> > > -=-=-=-=-=-=-=-=-=-=-=-=-=-
> > > Greg Smythe
> > > SysAdmin
> > > Intellstat Communications
> > > WA State Resident
> > > 
> > > 
> > > 
> > 
> > -- 
> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> 
> -- 
> Tom Holub (tom_holub at LS.Berkeley.EDU, 510-642-9069)
> College of Letters & Science
> 249 Campbell Hall
> 

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



From tom at LS.Berkeley.EDU  Tue Nov  6 13:22:47 2001
From: tom at LS.Berkeley.EDU (Tom Holub)
Date: Tue, 6 Nov 2001 10:22:47 -0800
Subject: [rt-users] Nonprivileged logins..
In-Reply-To: <20011106130507.I9020@pallas.fsck.com>; from jesse@bestpractical.com on Tue, Nov 06, 2001 at 01:05:07PM -0500
References: <41257DB9CD3CD311BE92006008A52B2522EBF0@mail.intellstat.com> <20011106125301.G9020@pallas.fsck.com> <20011106100032.A28639@ls.berkeley.edu> <20011106130507.I9020@pallas.fsck.com>
Message-ID: <20011106102247.A29571@ls.berkeley.edu>

On Tue, Nov 06, 2001 at 01:05:07PM -0500, Jesse Vincent wrote:
> 
> 
> 
> On Tue, Nov 06, 2001 at 10:00:32AM -0800, Tom Holub wrote:
> > Can we make this a high-priority feature request?  It's almost necessary if
> > you want to use rt with a very broad community.
> 
> In fact you can. There are two pretty simple ways to do so:
> 	Pay me to implement it.

How much?

> > Another glitch is that if you log in to the SelfService interface, and
> > then click on "Logout", you get returned to the main login page, not the
> > SelfService login page.
> 
> There is only one login page. There's no seperate login for /SelfService

Well, let me be more specific: if you give out the /SelfService URL, the
user will get the login page.  If they log in there, they'll get into the
self-service system.  If they then click "Logout", they'll get returned to
the login page, but if they log in from that page, they'll go into the main
rt system, not the self-service system.

-- 
Tom Holub (tom_holub at LS.Berkeley.EDU, 510-642-9069)
College of Letters & Science
249 Campbell Hall



From bgeraldo at sockeye.com  Tue Nov  6 14:38:00 2001
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Tue, 6 Nov 2001 14:38:00 -0500 (EST)
Subject: [rt-users] Problem with configuring Apache
Message-ID: <200111061838.fA6Ic3r15824@fishy.sockeye.com>

After following the readme directions and trying to start apache, I am
recieving the following error:

Syntax error on line 996 of /usr/apache/conf/httpd.conf:
Can't load '/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/DBI/DBI.so' for module DBI: ld.so.1: /usr/apache/bin/httpd: fatal: relocation error: file /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/DBI/DBI.so: symbol main: referenced symbol not found at /usr/local/lib/perl5/5.6.1/sun4-solaris/DynaLoader.pm line 206.
 at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/DBI.pm line 189
BEGIN failed--compilation aborted at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/DBI.pm line 189.
Compilation failed in require at /usr/local/lib/perl5/site_perl/5.6.1/Apache/DBI.pm line 4.
BEGIN failed--compilation aborted at /usr/local/lib/perl5/site_perl/5.6.1/Apache/DBI.pm line 4.
Compilation failed in require at (eval 3) line 3.


Can anyone tell me what I'm doing wrong?

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

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272 
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From cewatts at frontier.net  Tue Nov  6 13:39:44 2001
From: cewatts at frontier.net (Charlie Watts)
Date: Tue, 6 Nov 2001 11:39:44 -0700 (MST)
Subject: [rt-users] Nonprivileged logins..
In-Reply-To: <20011106130507.I9020@pallas.fsck.com>
Message-ID: <Pine.LNX.4.40.0111061139080.13507-100000@delerium.frontier.net>

On Tue, 6 Nov 2001, Jesse Vincent wrote:

> On Tue, Nov 06, 2001 at 10:00:32AM -0800, Tom Holub wrote:
> > Can we make this a high-priority feature request?  It's almost necessary if
> > you want to use rt with a very broad community.
>
> In fact you can. There are two pretty simple ways to do so:
> 	Pay me to implement it.

Estimate $$ ?

I'm interested.

-- 
Charlie Watts
cewatts at frontier.net
Frontier Internet, Inc.
http://www.frontier.net/




From travis.campbell at amd.com  Tue Nov  6 14:12:23 2001
From: travis.campbell at amd.com (Travis Campbell)
Date: Tue, 6 Nov 2001 13:12:23 -0600
Subject: [rt-users] Due date bug in /Ticket/Display.html for rt-2-0-8
Message-ID: <20011106131223.J12347@beast.amd.com>

RT version:  2.0.8 through 2.0.8_02

/Ticket/Display.html is misbehaving with regards to setting the Due date
when creating a new ticket using data from /Ticket/Create.html.  

When I create a ticket with:

  No default due date (ie, I leave the Due date blank)

or

  Set a specific due date (11/30/2001)

Display.html appears to blindly override and use the same time as the
creation date.

Here's a small diff of what I did to fix it.  Hope you can take unified
diffs.

--- /opt/rt2/WebRT/html/Ticket/Display.html     Tue Nov  6 12:54:45 2001
+++ Display.html        Tue Nov  6 13:09:07 2001
@@ -47,7 +47,13 @@
     }
    
     my $due = new RT::Date($session{'CurrentUser'});
-    $due->Set(value => $ARGS{'Due'});
+    if (defined $ARGS{'Due'} and $ARGS{'Due'} ne "") {
+        $due->Set(value => $ARGS{'Due'});
+    } elsif (defined ($Queue->DefaultDueIn)) {
+        $due->SetToNow;
+        $due->AddDays($Queue->DefaultDueIn);
+    }
+
     my $starts = new RT::Date($session{'CurrentUser'});
     $starts->Set(value => $ARGS{'Starts'});

As always, YMMV.  This appears to work for me.

Travis
-- 
 Travis Campbell  -  Unix Systems Administrator =      travis at beast.amd.com
    5900 E. Ben White Blvd, Austin, TX 78741    =   travis.campbell at amd.com
    TEL: (512) 602-1888  PAG: (512) 604-0341    =   webmaster at beast.amd.com 
============================================================================
      "Does anything work as expected?"  Yes.  An axe through the CPU.




From Andrzej.Bursztynski at pse.pl  Tue Nov  6 14:15:43 2001
From: Andrzej.Bursztynski at pse.pl (Andrzej Bursztynski)
Date: Tue, 6 Nov 2001 20:15:43 +0100
Subject: [rt-users] rt-mailgate and e-mail header
Message-ID: <20011106201543.A9072@pse.pl>

My mail admin wants to rewrite 'From', 'Return-Path:' and 'Sender:'
e-mail header fields to domain address form eg. rt at my.domain

So he asked me to modify /opt/rt2/etc/config.pm:

$SendmailArguments='-oi -f rt at my.domain' 

This works perfectly for WebRT:


From bogus@does.not.exist.com  Tue Nov  6 18:45:21 2001
From: bogus@does.not.exist.com ()
Date: Tue, 06 Nov 2001 23:45:21 -0000
Subject: No subject
Message-ID: <mailman.25.1665675550.23426.rt-users@lists.bestpractical.com>

But when users either create or reply with e-mail (so the stuff goes
through rt-mailgate) the header looks like:


From bogus@does.not.exist.com  Tue Nov  6 19:07:04 2001
From: bogus@does.not.exist.com ()
Date: Wed, 07 Nov 2001 00:07:04 -0000
Subject: No subject
Message-ID: <mailman.26.1665675550.23426.rt-users@lists.bestpractical.com>

Any ideas why? Sendmail is run as 'daemon', while WebRT as 'rt' user,
both are set as trusted users to sendmail.


-- 
K?aniam sie

 (ab)

-=====================Uwaga! Zmiana numer?w telefonicznych=====================
-= Andrzej Bursztynski, email: and at my.domain tel +48-27-2221112 fax +48-27-2221209
-= Polskie Sieci Elektroenergetyczne SA, 00-950 Warszawa, ul. Mysia 2, POLAND
-=====================Uwaga! Zmiana numer?w telefonicznych=====================



From jesse at bestpractical.com  Tue Nov  6 14:23:47 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 6 Nov 2001 14:23:47 -0500
Subject: [rt-users] Due date bug in /Ticket/Display.html for rt-2-0-8
In-Reply-To: <20011106131223.J12347@beast.amd.com>; from travis.campbell@amd.com on Tue, Nov 06, 2001 at 01:12:23PM -0600
References: <20011106131223.J12347@beast.amd.com>
Message-ID: <20011106142347.J9020@pallas.fsck.com>

So you know, there's already a fix in CVS for 2.0.9 for this:

    $due->Set(Format => 'unknown', Value => $ARGS{'Due'});
	


On Tue, Nov 06, 2001 at 01:12:23PM -0600, Travis Campbell wrote:
> RT version:  2.0.8 through 2.0.8_02
> 
> /Ticket/Display.html is misbehaving with regards to setting the Due date
> when creating a new ticket using data from /Ticket/Create.html.  
> 
> When I create a ticket with:
> 
>   No default due date (ie, I leave the Due date blank)
> 
> or
> 
>   Set a specific due date (11/30/2001)
> 
> Display.html appears to blindly override and use the same time as the
> creation date.
> 
> Here's a small diff of what I did to fix it.  Hope you can take unified
> diffs.
> 
> --- /opt/rt2/WebRT/html/Ticket/Display.html     Tue Nov  6 12:54:45 2001
> +++ Display.html        Tue Nov  6 13:09:07 2001
> @@ -47,7 +47,13 @@
>      }
>     
>      my $due = new RT::Date($session{'CurrentUser'});
> -    $due->Set(value => $ARGS{'Due'});
> +    if (defined $ARGS{'Due'} and $ARGS{'Due'} ne "") {
> +        $due->Set(value => $ARGS{'Due'});
> +    } elsif (defined ($Queue->DefaultDueIn)) {
> +        $due->SetToNow;
> +        $due->AddDays($Queue->DefaultDueIn);
> +    }
> +
>      my $starts = new RT::Date($session{'CurrentUser'});
>      $starts->Set(value => $ARGS{'Starts'});
> 
> As always, YMMV.  This appears to work for me.
> 
> Travis
> -- 
>  Travis Campbell  -  Unix Systems Administrator =      travis at beast.amd.com
>     5900 E. Ben White Blvd, Austin, TX 78741    =   travis.campbell at amd.com
>     TEL: (512) 602-1888  PAG: (512) 604-0341    =   webmaster at beast.amd.com 
> ============================================================================
>       "Does anything work as expected?"  Yes.  An axe through the CPU.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Tue Nov  6 14:26:53 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 6 Nov 2001 14:26:53 -0500
Subject: [rt-users] Nonprivileged logins..
In-Reply-To: <20011106102247.A29571@ls.berkeley.edu>; from tom@LS.Berkeley.EDU on Tue, Nov 06, 2001 at 10:22:47AM -0800
References: <41257DB9CD3CD311BE92006008A52B2522EBF0@mail.intellstat.com> <20011106125301.G9020@pallas.fsck.com> <20011106100032.A28639@ls.berkeley.edu> <20011106130507.I9020@pallas.fsck.com> <20011106102247.A29571@ls.berkeley.edu>
Message-ID: <20011106142653.K9020@pallas.fsck.com>

On Tue, Nov 06, 2001 at 10:22:47AM -0800, Tom Holub wrote:

[Discussion of consulting work taken off to private mail]

> 
> Well, let me be more specific: if you give out the /SelfService URL, the
> user will get the login page.  If they log in there, they'll get into the
> self-service system.  If they then click "Logout", they'll get returned to
> the login page, but if they log in from that page, they'll go into the main
> rt system, not the self-service system.

Ah. you want to turn off "Allow user to be granted rights" for that user. Then they'll be automatically forced into SelfService.

> 
> -- 
> Tom Holub (tom_holub at LS.Berkeley.EDU, 510-642-9069)
> College of Letters & Science
> 249 Campbell Hall
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From travis.campbell at amd.com  Tue Nov  6 14:54:04 2001
From: travis.campbell at amd.com (Travis Campbell)
Date: Tue, 6 Nov 2001 13:54:04 -0600
Subject: [rt-users] Due date bug in /Ticket/Display.html for
 rt-2-0-8
In-Reply-To: <20011106142347.J9020@pallas.fsck.com>
References: <20011106131223.J12347@beast.amd.com>
 <20011106142347.J9020@pallas.fsck.com>
Message-ID: <20011106135402.K12347@beast.amd.com>

On Tue, Nov 06, 2001 at 02:23:47PM -0500, Jesse Vincent wrote:
> 
> So you know, there's already a fix in CVS for 2.0.9 for this:
> 
>     $due->Set(Format => 'unknown', Value => $ARGS{'Due'});

Ahha!

I did some looking but didn't see anything obvious.  I'll look at using 
this instead.  

Thanks!

Travis
-- 
 Travis Campbell  -  Unix Systems Administrator =      travis at beast.amd.com
    5900 E. Ben White Blvd, Austin, TX 78741    =   travis.campbell at amd.com
    TEL: (512) 602-1888  PAG: (512) 604-0341    =   webmaster at beast.amd.com 
============================================================================
      "Does anything work as expected?"  Yes.  An axe through the CPU.




From derek at csolve.net  Tue Nov  6 17:23:32 2001
From: derek at csolve.net (Derek Buttineau)
Date: Tue, 6 Nov 2001 17:23:32 -0500
Subject: [rt-users] Silly Question
Message-ID: <022d01c16711$ab6f7d40$01000001@derek>

Just a quick question if Jesse can tell me quickly.. I've been playing with
this for awhile but can't seem to figure it out.

I'm trying to figure out the sql query to extract from the database a list
of ticket numbers associated to a particular requester address (not via web
interface.. just through standard queries).


From j.freeman at sporg.com  Tue Nov  6 18:13:52 2001
From: j.freeman at sporg.com (Jeremy E. Freeman)
Date: Tue, 6 Nov 2001 15:13:52 -0800
Subject: [rt-users] Delay when sending mail
Message-ID: <0EFDD4B425B6CE49899DA99A4B37BCA81EC1@server01.staff.sporg.com>

When replying to a ticket via the web interface in RT2.0.8, it takes
abou 25 seconds after hitting submit before the page refreshes.
Everything else in the system is super-speedy so I am leaning towards
this being an exim problem. Any pointers on how I can track this down?
Or should I just put up with it?

---
Jeremy Freeman



From jesse at bestpractical.com  Tue Nov  6 18:29:40 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 6 Nov 2001 18:29:40 -0500
Subject: [rt-users] Silly Question
In-Reply-To: <022d01c16711$ab6f7d40$01000001@derek>; from derek@csolve.net on Tue, Nov 06, 2001 at 05:23:32PM -0500
References: <022d01c16711$ab6f7d40$01000001@derek>
Message-ID: <20011106182940.S9020@pallas.fsck.com>

You've got a couple ways to do this:

  Turn on query logging in mysql.  
  Turn on debugging in DBIx::SearchBuilder.
  Write your code to use the RT API, rather than talking directly to the DB. 


On Tue, Nov 06, 2001 at 05:23:32PM -0500, Derek Buttineau wrote:
> Just a quick question if Jesse can tell me quickly.. I've been playing with
> this for awhile but can't seem to figure it out.
> 
> I'm trying to figure out the sql query to extract from the database a list
> of ticket numbers associated to a particular requester address (not via web
> interface.. just through standard queries).
> 
> From what I can see in the Tickets table it only stores the Creator as a
> reference (correct me if I'm wrong)..
> 
> If it's changed at some point then it seems you need to query the Watchers
> table to try and find what is owned..
> 
> The web interface does a good job of picking up the currently owned tickets
> for a requester.. I don't suppose I could ask what the sql query behind
> that?
> 
> Thanks,
> 
> Derek
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Tue Nov  6 18:34:08 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 6 Nov 2001 18:34:08 -0500
Subject: [rt-users] Delay when sending mail
In-Reply-To: <0EFDD4B425B6CE49899DA99A4B37BCA81EC1@server01.staff.sporg.com>; from j.freeman@sporg.com on Tue, Nov 06, 2001 at 03:13:52PM -0800
References: <0EFDD4B425B6CE49899DA99A4B37BCA81EC1@server01.staff.sporg.com>
Message-ID: <20011106183408.T9020@pallas.fsck.com>

Does exim's sendmail replacement need a commandline option to deliver asynchronously?


On Tue, Nov 06, 2001 at 03:13:52PM -0800, Jeremy E. Freeman wrote:
> When replying to a ticket via the web interface in RT2.0.8, it takes
> abou 25 seconds after hitting submit before the page refreshes.
> Everything else in the system is super-speedy so I am leaning towards
> this being an exim problem. Any pointers on how I can track this down?
> Or should I just put up with it?
> 
> ---
> Jeremy Freeman
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From david.ryan at baker.ie  Wed Nov  7 07:39:04 2001
From: david.ryan at baker.ie (David Ryan)
Date: Wed, 07 Nov 2001 12:39:04 +0000
Subject: [rt-users] SelfService and other hidden bits
Message-ID: <3BE92B68.90503CDA@baker.ie>

Hi there,

We are just evaluating RT and it certainly looks to be very good.  The
testimonials from people who are using it seem to indicate that the
product is very good and flexible.

However, having installed it I'm now faced with trying to work out (from
the users point of view) how to use it effectively.

I have noticed two things while going through the mail archives and
documentation which I can't find explained and am wondering if I am
missing something or some set of documentation.

The first one is SelfService which was referred to in one of the mails
and which only seems to appear in the documentation in the FAQ and then
only as a reference to the fact that it exists and doesn't have
instructions on how to access it.  From my point of view it gives a more
usefull look into a users tickets than the normal login.

The second one is the interface presented here -
http://www.fsck.com/projects/rt/screenshots/ticket.png - is this
someones customised interface or is it normally available and I just
can't find it ?

These are just some examples of the features which I may be missing -
again, am I missing some set of documentation other than that available
at http://www.helgrim.com/rtdocs/

Thanks,

David Ryan,
Baker Consultants



From chris.walker at band-x.net  Wed Nov  7 09:55:30 2001
From: chris.walker at band-x.net (chris walker)
Date: Wed, 07 Nov 2001 14:55:30 +0000
Subject: [rt-users] SelfService and other hidden bits
References: <3BE92B68.90503CDA@baker.ie>
Message-ID: <3BE94B62.1000506@band-x.net>

Hi,

I think http://www.fsck.com/projects/rt/screenshots/ticket.png
is a screenshot of rt version 1.
There is an rt2 directory with a few rt2 screenshots.

cheers

Chris Walker


David Ryan wrote:

> Hi there,
> 
> We are just evaluating RT and it certainly looks to be very good.  The
> testimonials from people who are using it seem to indicate that the
> product is very good and flexible.
> 
> However, having installed it I'm now faced with trying to work out (from
> the users point of view) how to use it effectively.
> 
> I have noticed two things while going through the mail archives and
> documentation which I can't find explained and am wondering if I am
> missing something or some set of documentation.
> 
> The first one is SelfService which was referred to in one of the mails
> and which only seems to appear in the documentation in the FAQ and then
> only as a reference to the fact that it exists and doesn't have
> instructions on how to access it.  From my point of view it gives a more
> usefull look into a users tickets than the normal login.
> 
> The second one is the interface presented here -
> http://www.fsck.com/projects/rt/screenshots/ticket.png - is this
> someones customised interface or is it normally available and I just
> can't find it ?
> 
> These are just some examples of the features which I may be missing -
> again, am I missing some set of documentation other than that available
> at http://www.helgrim.com/rtdocs/
> 
> Thanks,
> 
> David Ryan,
> Baker Consultants
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From ckolar at imsa.edu  Wed Nov  7 10:08:38 2001
From: ckolar at imsa.edu (Christopher Kolar)
Date: Wed, 07 Nov 2001 09:08:38 -0600
Subject: [rt-users] RT+ Mandrake httpd-perl
Message-ID: <5.1.0.14.2.20011107090335.01c1c110@staffmail.imsa.edu>

Hi everyone.  We want to get RT 2 up and running after having great success 
with RT 1.x.  The box we want to test it on is running Mandrake 8.1.  This 
distribution installs both a slim httpd for static pages, as well as a 
second instance (httpd-perl) that runs on a separate port as the perl proxy.

I was wondering if anyone has tried using this distribution and this type 
of apache configuration with RT?  We'll be working on it today, but noticed 
that the Apache::Session and Apache::Cookie modules will not load and 
compile -- even when using the "force install xxx" bit with CPAN.  I'm not 
enough of a perl module hacker to know for sure if the problem may be that 
the mod_perl responsibilities are split between two daemons with two 
different conf files, so anyone's experiences with this would be much 
appreciated.

Thanks,

--chris



/////\\\\\/////\\\\\
Christopher G. Kolar
    Coordinator of Information Technology Integration
    Illinois Mathematics and Science Academy
  ckolar at imsa.edu  --  www.imsa.edu/~ckolar
         [PGP Public Key ID: 0xC6492C72]
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From Kendric.Beachey at garmin.com  Wed Nov  7 10:26:15 2001
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 7 Nov 2001 09:26:15 -0600 
Subject: [rt-users] RT+ Mandrake httpd-perl
Message-ID: <200111071525.JAA12600@dresden.garmin.com>

-----Original Message-----
From: Christopher Kolar [mailto:ckolar at imsa.edu]
Sent: Wednesday, November 07, 2001 9:09 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] RT+ Mandrake httpd-perl


Hi everyone.  We want to get RT 2 up and running after having great success
with RT 1.x.  The box we want to test it on is running Mandrake 8.1.  This
distribution installs both a slim httpd for static pages, as well as a
second instance (httpd-perl) that runs on a separate port as the perl
proxy....
--------------------------

Take my advice:  you don't want to try to get RT to work with Mandrake's
stock setup.  Mandrake and RT both make their assumptions about the way
things should be, and some of the assumptions clash.

Best approach, or at least the one that worked for me, is to remove the
apache and perl that came with Mandrake, then go download them in source
form from the web and compile them from scratch.  That will give you a setup
that RT will be happy to play with, and one that matches up with RT's
installation docs.  (You may want to go as far as to install mysql from
scratch, too, although I don't think I had to take it that far.)

Try that approach and let us know if you have any problems.
--
Kendric Beachey



From david.ryan at baker.ie  Wed Nov  7 11:34:40 2001
From: david.ryan at baker.ie (David Ryan)
Date: Wed, 07 Nov 2001 16:34:40 +0000
Subject: [rt-users] FAQ query - 5.3 Unpriviledged requestor rights to comment
Message-ID: <3BE962A0.943A2AD4@baker.ie>

Hi again,

Can anyone point me to where I can make this change (copied fro the
FAQ), as I can't find it.  Is this set on a ticket basis, a queue basis
or a global basis ?

Thanks,

David Ryan,
Baker Consultants

     5.3 Unpriviledged requestor rights to comment

     Q - Is it possible for an unpriviledged user to comment/reply on
the tickets he's requestor for?

     A - Grant either 'Everyone' or (preferably) 'Requestor' the right
to 'CommentOnTicket' and 'ReplyToTicket'.



From jesse at bestpractical.com  Wed Nov  7 12:33:26 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 7 Nov 2001 12:33:26 -0500
Subject: [rt-users] FAQ query - 5.3 Unpriviledged requestor rights to comment
In-Reply-To: <3BE962A0.943A2AD4@baker.ie>; from david.ryan@baker.ie on Wed, Nov 07, 2001 at 04:34:40PM +0000
References: <3BE962A0.943A2AD4@baker.ie>
Message-ID: <20011107123326.X9020@pallas.fsck.com>

You can set it at the "Group Rights" level either Globally or Per Queue.

Some advice from the field: I'd recommend granting the right to "Everyone"
rather than "Requestor", that way you don't reject corespondence if the 
requestor happens to use a slightly different email address....


On Wed, Nov 07, 2001 at 04:34:40PM +0000, David Ryan wrote:
> Hi again,
> 
> Can anyone point me to where I can make this change (copied fro the
> FAQ), as I can't find it.  Is this set on a ticket basis, a queue basis
> or a global basis ?
> 
> Thanks,
> 
> David Ryan,
> Baker Consultants
> 
>      5.3 Unpriviledged requestor rights to comment
> 
>      Q - Is it possible for an unpriviledged user to comment/reply on
> the tickets he's requestor for?
> 
>      A - Grant either 'Everyone' or (preferably) 'Requestor' the right
> to 'CommentOnTicket' and 'ReplyToTicket'.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jay at mojomole.com  Wed Nov  7 12:57:02 2001
From: jay at mojomole.com (Jay Kramer)
Date: Wed, 7 Nov 2001 11:57:02 -0600
Subject: [rt-users] Delay when sending mail
References: <0EFDD4B425B6CE49899DA99A4B37BCA81EC1@server01.staff.sporg.com> <20011106183408.T9020@pallas.fsck.com> <001e01c167a6$b6855cf0$cd01a8c0@acexp> <20011107115909.W9020@pallas.fsck.com>
Message-ID: <000d01c167b5$a0591a20$cd01a8c0@acexp>

The whole list ;)


> Did you mean to send this just to me or to the whole list?
>
>
> On Wed, Nov 07, 2001 at 10:10:17AM -0600, Jay Kramer wrote:
> > I did not have that problem with my exim setup (when I was running
exim)..
> > Although I am no longer running exim, I can say that exim's sendmail
wrapper
> > works fairly well all in all..  Do you think that this could be a
problem
> > with exim being started from inetd instead of running as a daemon?   As
long
> > as he didn't change the exim command lines, then it should be sending
> > asynchronously by default..  Just some food for thought..
> >
> > Jay
> > ---cut from exim docs...
> > Commandline Option: -odb
> > This option applies to all modes in which Exim accepts incoming
messages,
> > including the listening daemon. It requests `background' delivery of
such
> > messages, which means that the accepting process automatically starts
> > another delivery process for each message received. Exim does not wait
for
> > such processes to complete (it can take some time to perform SMTP
> > deliveries). This is the default action if none of the -od options are
> > present.
> >
> > > Does exim's sendmail replacement need a commandline option to deliver
> > asynchronously?
> > >
> > >
> > > On Tue, Nov 06, 2001 at 03:13:52PM -0800, Jeremy E. Freeman wrote:
> > > > When replying to a ticket via the web interface in RT2.0.8, it takes
> > > > abou 25 seconds after hitting submit before the page refreshes.
> > > > Everything else in the system is super-speedy so I am leaning
towards
> > > > this being an exim problem. Any pointers on how I can track this
down?
> > > > Or should I just put up with it?
> > > >
> > > > ---
> > > > Jeremy Freeman
> > > >
> > > > _______________________________________________
> > > > rt-users mailing list
> > > > rt-users at lists.fsck.com
> > > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > >
> > >
> > > --
> > > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> >
> >
>
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
>




From jdeberry at townnews.com  Wed Nov  7 14:50:01 2001
From: jdeberry at townnews.com (John DeBerry)
Date: Wed, 7 Nov 2001 13:50:01 -0600
Subject: [rt-users] Mason error when attaching file
Message-ID: <JDEMKKMKMAAPCNHIBFLGMEILCMAA.jdeberry@townnews.com>

When any of us try to attach a file to a reply, we get this Mason error
message:

  CGI open of tmpfile: Permission denied

Does anyone have any ideas on where to start troubleshooting this? :) Thanks
in advance,

John DeBerry




From steveg at lsli.com  Wed Nov  7 15:15:13 2001
From: steveg at lsli.com (Steve Greenland)
Date: Wed, 7 Nov 2001 14:15:13 -0600
Subject: [rt-users] weirdness using local/WebRT/html
Message-ID: <20011107141513.A4453@lsli.com>

If I create a directory /opt/rt2/local/WebRT/html/reports, and put
the reports.html and statusreport.html files from contrib in it,
Mason (?) finds them and processes them, but seems to return them as
text/text rather than text/html, as my browser displays the HTML. If I
create /opt/rt2/WebRT/html/reports, but leave it empty (and the actual
reports.html under local..., it works. If I put the html files in
....local/WebRT/html, it works.

Is this expected? Why? The reason I want this is to 

a) not have local stuff intermixed with the RT2 "product"

b) not have the namespace intermixed (which is why I don't like the idea
of having the reports in local/WebRT/html)

Thanks,
Steve



From barns at uk.umis.net  Wed Nov  7 15:20:24 2001
From: barns at uk.umis.net (Barnaby Puttick)
Date: Wed, 7 Nov 2001 20:20:24 +0000 (GMT)
Subject: [rt-users] Two Ticketing systems having a nice conversation!
In-Reply-To: <JDEMKKMKMAAPCNHIBFLGMEILCMAA.jdeberry@townnews.com>
Message-ID: <20011107200614.C28341-100000@ora.uk.umis.net>

Hi,

What provisions has RT-2.0.8 got when another ticking system (REMEDY)
configured that is auto responds to every message from another address
than the requestor address that it just used to open a ticket on RT that
happens to be configured to respond on correspond.

A bit like today when I noticed a ticket raised from one abuse
system(REMEDY) to mine and found a recurring conversation between the two.
A tad embarrassing :-/

The auto-reply has the president header set to BULK, is it safe to get RT
to discard these messages or could this discard genuine  posts?

Regards

Barnaby Puttick






From jesse at bestpractical.com  Wed Nov  7 15:30:17 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 7 Nov 2001 15:30:17 -0500
Subject: [rt-users] weirdness using local/WebRT/html
In-Reply-To: <20011107141513.A4453@lsli.com>; from steveg@lsli.com on Wed, Nov 07, 2001 at 02:15:13PM -0600
References: <20011107141513.A4453@lsli.com>
Message-ID: <20011107153017.E9020@pallas.fsck.com>

Are you using mod_perl or fastcgi?  What's your webserver's default filetype
set to? text/plain or text/html?


On Wed, Nov 07, 2001 at 02:15:13PM -0600, Steve Greenland wrote:
> If I create a directory /opt/rt2/local/WebRT/html/reports, and put
> the reports.html and statusreport.html files from contrib in it,
> Mason (?) finds them and processes them, but seems to return them as
> text/text rather than text/html, as my browser displays the HTML. If I
> create /opt/rt2/WebRT/html/reports, but leave it empty (and the actual
> reports.html under local..., it works. If I put the html files in
> ....local/WebRT/html, it works.
> 
> Is this expected? Why? The reason I want this is to 
> 
> a) not have local stuff intermixed with the RT2 "product"
> 
> b) not have the namespace intermixed (which is why I don't like the idea
> of having the reports in local/WebRT/html)
> 
> Thanks,
> Steve
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Wed Nov  7 15:38:53 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 7 Nov 2001 15:38:53 -0500
Subject: [rt-users] Two Ticketing systems having a nice conversation!
In-Reply-To: <20011107200614.C28341-100000@ora.uk.umis.net>; from barns@uk.umis.net on Wed, Nov 07, 2001 at 08:20:24PM +0000
References: <JDEMKKMKMAAPCNHIBFLGMEILCMAA.jdeberry@townnews.com> <20011107200614.C28341-100000@ora.uk.umis.net>
Message-ID: <20011107153853.F9020@pallas.fsck.com>

RT 2.0.8 _should not_ be responding to mail that comes
in with a 
	precedence: bulk 
	
header. Oh. I see. remedy is responding from a different address than the 
address that RT has the requestor address set to, so it's forwarding the
mail on to the requestor, since it came from a different address.... Ugh.

Options include using the sub CanonicalizeAddress in the config file to
make remedy's replies appear to come from the address it's sending from,
clobbering the remedy admin or hacking Action/Notify to not send out mail
in case of Precedence: Bulk.



On Wed, Nov 07, 2001 at 08:20:24PM +0000, Barnaby Puttick wrote:
> Hi,
> 
> What provisions has RT-2.0.8 got when another ticking system (REMEDY)
> configured that is auto responds to every message from another address
> than the requestor address that it just used to open a ticket on RT that
> happens to be configured to respond on correspond.
> 
> A bit like today when I noticed a ticket raised from one abuse
> system(REMEDY) to mine and found a recurring conversation between the two.
> A tad embarrassing :-/
> 
> The auto-reply has the president header set to BULK, is it safe to get RT
> to discard these messages or could this discard genuine  posts?
> 
> Regards
> 
> Barnaby Puttick
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From barns at uk.umis.net  Wed Nov  7 15:52:40 2001
From: barns at uk.umis.net (Barnaby Puttick)
Date: Wed, 7 Nov 2001 20:52:40 +0000 (GMT)
Subject: [rt-users] Two Ticketing systems having a nice conversation!
In-Reply-To: <20011107153853.F9020@pallas.fsck.com>
Message-ID: <20011107204637.J30521-100000@ora.uk.umis.net>

Hmm,

What is the easiest way to flush the queue? All I've done
is killall exim.





On Wed, 7 Nov 2001, Jesse Vincent wrote:

> Date: Wed, 7 Nov 2001 15:38:53 -0500
> From: Jesse Vincent <jesse at bestpractical.com>
> To: Barnaby Puttick <barns at uk.umis.net>
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Two Ticketing systems having a nice conversation!
>
> RT 2.0.8 _should not_ be responding to mail that comes
> in with a
> 	precedence: bulk
>
> header. Oh. I see. remedy is responding from a different address than the
> address that RT has the requestor address set to, so it's forwarding the
> mail on to the requestor, since it came from a different address.... Ugh.
>
> Options include using the sub CanonicalizeAddress in the config file to
> make remedy's replies appear to come from the address it's sending from,
> clobbering the remedy admin or hacking Action/Notify to not send out mail
> in case of Precedence: Bulk.
>
>
>
> On Wed, Nov 07, 2001 at 08:20:24PM +0000, Barnaby Puttick wrote:
> > Hi,
> >
> > What provisions has RT-2.0.8 got when another ticking system (REMEDY)
> > configured that is auto responds to every message from another address
> > than the requestor address that it just used to open a ticket on RT that
> > happens to be configured to respond on correspond.
> >
> > A bit like today when I noticed a ticket raised from one abuse
> > system(REMEDY) to mine and found a recurring conversation between the two.
> > A tad embarrassing :-/
> >
> > The auto-reply has the president header set to BULK, is it safe to get RT
> > to discard these messages or could this discard genuine  posts?
> >
> > Regards
> >
> > Barnaby Puttick
> >
> >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
>





From steveg at lsli.com  Wed Nov  7 15:49:53 2001
From: steveg at lsli.com (Steve Greenland)
Date: Wed, 7 Nov 2001 14:49:53 -0600
Subject: [rt-users] weirdness using local/WebRT/html
In-Reply-To: <20011107153017.E9020@pallas.fsck.com>; from jesse@bestpractical.com on Wed, Nov 07, 2001 at 03:30:17PM -0500
References: <20011107141513.A4453@lsli.com> <20011107153017.E9020@pallas.fsck.com>
Message-ID: <20011107144953.A4514@lsli.com>

On Wed, Nov 07, 2001 at 03:30:17PM -0500, Jesse Vincent wrote:
> Are you using mod_perl or fastcgi?  What's your webserver's default filetype
> set to? text/plain or text/html?


RT 2.0.8
mod_perl, not DSO.
DefaultType text/plain

and:

Redhat Linux 7.1
Apache 1.3.20, built locally

Steve



From gilbert at 8020softwaretools.com  Wed Nov  7 16:23:58 2001
From: gilbert at 8020softwaretools.com (Steve Gilbert)
Date: Wed, 7 Nov 2001 13:23:58 -0800 (PST)
Subject: [rt-users] RT/Mandrake 8 install details
Message-ID: <Pine.LNX.4.21.0111071249100.26236-100000@rc.explosive.net>

Since several folks have asked about this, I thought I would
post my haphazzard notes from installing RT on a Mandrake 8.0
system.  I've probably forgotten a few things, but hopefully
something here can help someone who is having problems.  Feel
free to write me if you have any specific questions.

These are NOT step-by-step instructions...just notes of some
of the oddities that weren't directly addressed in the RT
installation instructions.

First of all, I didn't install Mandrake on the machine in
question, and it obviously wasn't a complete install.  I had
to install a lot of RPMs to get things to work.  Unfortunately,
I didn't keep notes on what things required these missing
packages, so you're on your own there...but it wouldn't hurt
to check and make sure all this stuff is installed before you
begin:

apache-devel-1.3.19-3mdk.i586.rpm
db1-devel-1.85-4mdk.i586.rpm
libgdbm1-devel-1.8.0-14mdk.i586.rpm
libsfio-1999-1.i386.rpm
mm-devel-1.1.3-7mdk.i586.rpm
mod_perl-devel-1.3.19_1.25-3mdk.i586.rpm
perl-Mysql-1.22_16-1mdk.i586.rpm
cyrus-sasl-1.5.24-2mdk.i586.rpm
sfio-1999-3mdk.i586.rpm
sfio-devel-1999-3mdk.i586.rpm
sendmail-8.11.3-1mdk.i586.rpm
MySQL-3.23.41-5mdk.i586.rpm
MySQL-client-3.23.41-5mdk.i586.rpm
MySQL-devel-3.23.41-5mdk.i586.rpm
MySQL-shared-3.23.41-5mdk.i586.rpm
MySQL-bench-3.23.41-5mdk.i586.rpm

I had to install the following Perl modules from CPAN:

DBI 1.18
Storable-1.0.11
Apache::Session 1.53
DBIx::DataSource 0.02
DBIx::SearchBuilder 0.43
File::Temp
FreezeThaw
Getopt::Long 2.24
MLDBM
HTML::Mason 0.896
Params::Validate 0.02
Text::Template
Text::Wrapper
Tie::IxHash
CGI::Cookie 1.20
Log::Dispatch 1.6  (the 'make test' is broken, but it seems to be okay)
DBD::mysql 2.0416  (install the MySQL drivers only...it will prompt you)
ApacheDBI-0.88     (I don't think this one was listed in the docs?)

...the following had to be done to get MySQL up and running:

/usr/bin/mysql_install_db
/usr/bin/safe_mysqld --user=mysql &

...note that I'm *not* a database guy, and I didn't do anything to
set MySQL passwords or anything like that...I punt that stuff off to
another guy.

Other than these things, I pretty much followed the RT installation
instructions.

Here is what I had to do in order to get Mandrake's convoluted Apache
configuration to work (although in retrospect, I would probably have
just reinstalled Apache from scratch as someone suggested earlier...
it would have been far less hassle to figure out):

In /etc/httpd/conf/httpd.conf add this one line:

ProxyPass /rt2/ http://localhost:8200/rt2/

...then in /etc/httpd/conf/httpd-perl.conf (modify paths and
IP addresses as appropriate):

# Begin - RT stuff
#
<VirtualHost 192.168.1.15>
 DocumentRoot /home/rt2/WebRT/html
 ServerName mondev
 PerlModule Apache::DBI
 PerlFreshRestart On
 PerlRequire /home/rt2/bin/webmux.pl
 <Location />
  SetHandler perl-script
  PerlHandler RT::Mason
 </Location>
</VirtualHost>

Alias /rt2/ /home/rt2/WebRT/html/

...and finally, I had to chmod the /home/rt2/log directory
so that the apache user could write to it.  A reminder for
anyone new to working with web servers...always, always, always
be running a 'tail -f' on your web server error log...you
are doomed to confusion otherwise :-)

Sorry this is so chaotic, but hopefully something here will
be helpful.  I'm going to be doing an RT install on a Redhat 7.2
machine soon, so we'll see if that goes any smoother.

Steve Gilbert
80/20 Software Tools





From piet.honkoop at wirehub.net  Wed Nov  7 17:11:49 2001
From: piet.honkoop at wirehub.net (Piet Honkoop)
Date: Wed, 07 Nov 2001 17:11:49 -0500
Subject: [rt-users] trouble with creating a new ticket
Message-ID: <3BE9B1A5.CB660DF@wirehub.net>

A fresh install of RT 2.0.8_02 leads to a nearly functional situation: I
can create 
tickets, the only thing never shown is the body of the ticket (and
therefore no ticket
history). 

I can't find anything I'm doing wrong :(

Any pointer you could share as to what is going on here?

Thanks,

Piet Honkoop
-- 

=========================================================================
Wirehub! Internet BV                                  tel. +31 10
2448344
Westzeedijk 487                                       fax. +31 10
2448300
3024 EL Rotterdam                                 
http://www.wirehub.net



From reda at jetty.rutgers.edu  Wed Nov  7 18:56:25 2001
From: reda at jetty.rutgers.edu (Frank J. Reda)
Date: Wed, 7 Nov 2001 18:56:25 -0500
Subject: [rt-users] Restoring 'privileged access'
Message-ID: <002501c167e7$d41a8a60$1601a8c0@cc590795a2>

I mistakenly unchecked a user's ability to 'be granted rights'.  In trying
to restore the right,  I can't seem to find their name in
'Configuration/Users'.  Is there any way to restore them to privileged
status through the UI?








From jesse at bestpractical.com  Wed Nov  7 20:29:10 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 7 Nov 2001 20:29:10 -0500
Subject: [rt-users] Restoring 'privileged access'
In-Reply-To: <002501c167e7$d41a8a60$1601a8c0@cc590795a2>; from reda@jetty.rutgers.edu on Wed, Nov 07, 2001 at 06:56:25PM -0500
References: <002501c167e7$d41a8a60$1601a8c0@cc590795a2>
Message-ID: <20011107202910.K9020@pallas.fsck.com>

"find people whose userid contains" .... on the search page ought to do you.



On Wed, Nov 07, 2001 at 06:56:25PM -0500, Frank J. Reda wrote:
> I mistakenly unchecked a user's ability to 'be granted rights'.  In trying
> to restore the right,  I can't seem to find their name in
> 'Configuration/Users'.  Is there any way to restore them to privileged
> status through the UI?
> 
> 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From dewet at itouchlabs.com  Wed Nov  7 20:37:01 2001
From: dewet at itouchlabs.com (Dewet Diener)
Date: Thu, 8 Nov 2001 03:37:01 +0200
Subject: [rt-users] AdminCC sending to all Queues' AdminCCs
Message-ID: <20011108033701.B24233@itouchlabs.com>

Hi

I just did an import of our RT1.0 into RT2.0.9pre5, and its basically a
vanilla setup still.  What I've just seen is that an incoming reply to
a ticket was distributed to (seemingly) _all_ the AdminCCs across all
the Queues, not just the AdminCC of that ticket's queue...

I've stopped exim for now, to see if I can clear this up first, but I
can't see what's causing this...

Dewet

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

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




From toby at vidiom.com  Wed Nov  7 21:11:09 2001
From: toby at vidiom.com (Toby Wahlers)
Date: Wed, 07 Nov 2001 19:11:09 -0700
Subject: [rt-users] Mason not working?
Message-ID: <5.1.0.14.2.20011107183307.020b76a8@mail.vidiom.com>

I have tried about every possible permutation of the apache config files, 
but I have only gotten rt to work with the default VirtualHost setup (which 
I don't want).  Mostly I get the index page as source text with a Go! 
button, but with other (mis)configurations I've gotten malformed header 
messages. I'm running Mandrake Linux, which by default has 2 apache servers 
running, one of them a perl proxy. I've looked at all the list archives, 
and a few people have had the same problem, though with different 
configurations.  I want a subdirectory configuration and need to use an 
alternate port, e.g. http://www.myserver.com:81/rt2/, and would like it to 
work with my current dual server config.  Apache has 3 config files, 
httpd.conf, commonhttpd.conf, and httpd-perl.conf. I have the Alias in 
commonhttpd.conf, 'cause that's where it wants to be. I have added 
ProxyPass to the httpd.conf, and have tried <Directory> or <Location> 
setups in all 3 config files, nothing seems to help.  Any ideas?

Also, the manual and list says that you must stop and start apache after 
changes, not restart.  This is true if using apachectl or a HUP.  But many 
apache's start with an /etc/init.d script, whose "restart" is simply "stop" 
then "start", so I assume this should work fine.

--
TW





From reda at jetty.rutgers.edu  Wed Nov  7 21:33:04 2001
From: reda at jetty.rutgers.edu (Frank J. Reda)
Date: Wed, 7 Nov 2001 21:33:04 -0500
Subject: [rt-users] Restoring 'privileged access'
References: <002501c167e7$d41a8a60$1601a8c0@cc590795a2> <20011107202910.K9020@pallas.fsck.com>
Message-ID: <02fc01c167fd$b20cba90$1601a8c0@cc590795a2>

Tried that - it doesn't work...  it doesn't find him...

I looked for him through MySQL, he's there (with a '0' in the privileged
field).  Can I just change it there?  Or, will it munge the indices?

FRank

----- Original Message -----
From: "Jesse Vincent" <jesse at bestpractical.com>
To: "Frank J. Reda" <reda at jetty.rutgers.edu>
Cc: <rt-users at lists.fsck.com>
Sent: Wednesday, November 07, 2001 8:29 PM
Subject: Re: [rt-users] Restoring 'privileged access'


: "find people whose userid contains" .... on the search page ought to do
you.
:
:
:
: On Wed, Nov 07, 2001 at 06:56:25PM -0500, Frank J. Reda wrote:
: > I mistakenly unchecked a user's ability to 'be granted rights'.  In
trying
: > to restore the right,  I can't seem to find their name in
: > 'Configuration/Users'.  Is there any way to restore them to privileged
: > status through the UI?
: >
: >
: >
: >
: >
: >
: > _______________________________________________
: > rt-users mailing list
: > rt-users at lists.fsck.com
: > http://lists.fsck.com/mailman/listinfo/rt-users
: >
:
: --
: http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
:
: _______________________________________________
: rt-users mailing list
: rt-users at lists.fsck.com
: http://lists.fsck.com/mailman/listinfo/rt-users
:




From levitte at stacken.kth.se  Thu Nov  8 00:19:51 2001
From: levitte at stacken.kth.se (Richard Levitte - VMS Whacker)
Date: Thu, 08 Nov 2001 06:19:51 +0100 (MET)
Subject: [rt-users] Mason not working?
In-Reply-To: <5.1.0.14.2.20011107183307.020b76a8@mail.vidiom.com>
References: <5.1.0.14.2.20011107183307.020b76a8@mail.vidiom.com>
Message-ID: <20011108.061951.65303779.levitte@stacken.kth.se>

From: Toby Wahlers <toby at vidiom.com>

toby> I have tried about every possible permutation of the apache config files, 
toby> but I have only gotten rt to work with the default VirtualHost setup (which 
toby> I don't want).  Mostly I get the index page as source text with a Go! 
toby> button, but with other (mis)configurations I've gotten malformed header 
toby> messages. I'm running Mandrake Linux, which by default has 2 apache servers 
toby> running, one of them a perl proxy. I've looked at all the list archives, 
toby> and a few people have had the same problem, though with different 
toby> configurations.  I want a subdirectory configuration and need to use an 
toby> alternate port, e.g. http://www.myserver.com:81/rt2/, and would like it to 
toby> work with my current dual server config.  Apache has 3 config files, 
toby> httpd.conf, commonhttpd.conf, and httpd-perl.conf. I have the Alias in 
toby> commonhttpd.conf, 'cause that's where it wants to be. I have added 
toby> ProxyPass to the httpd.conf, and have tried <Directory> or <Location> 
toby> setups in all 3 config files, nothing seems to help.  Any ideas?

Yup.  I had the same problem when I started playing with rt2, and the
best idea right now is to look at apache's error log and try to figure
things out from there.  In my case, it was a combination of having
some trouble with something not existing in the @INC directories of
the scripts I used and some permission bits somewhere.  It's very
possible that your apache configuration is just fine (it was in my
case).

Try that, and if you can't still figure it out, I suggest you get back
here with *details* (like the part of the configuration concerning rt
and perhaps the last parts of the error log if that's relevant).

-- 
Richard Levitte   \ Spannv?gen 38, II \ LeViMS at stacken.kth.se
Redakteur at Stacken  \ S-168 35  BROMMA  \ T: +46-8-26 52 47
                    \      SWEDEN       \ or +46-733-72 88 11
Procurator Odiosus Ex Infernis                -- poei at bofh.se
Member of the OpenSSL development team: http://www.openssl.org/
Software Engineer, GemPlus:             http://www.gemplus.com/

Unsolicited commercial email is subject to an archival fee of $400.
See <http://www.stacken.kth.se/~levitte/mail/> for more info.



From david.ryan at baker.ie  Thu Nov  8 07:26:56 2001
From: david.ryan at baker.ie (David Ryan)
Date: Thu, 08 Nov 2001 12:26:56 +0000
Subject: [rt-users] use of keywords
Message-ID: <3BEA7A10.4CF7E50@baker.ie>

Hi all,

I am working through keywords and have hit another little stumbling
block - keywords.

I think I understand the concept, but I can't seem to get them to work.

At the top level (Configuration.Keywords) I have added a key called
'client' with three values representing external customers.

Under Configuration.Queues.General.KeywordSelection I have created a key
called 'contact' which has the settings 'single children of client 1
level deep'

Now when I go into a ticket I can assign a keyword called 'contact' with
a value equal to one of the 'client' names I created earlier.

So far, so good.

However, I don't seem to be able to search on the keyword.  It would be
nice to be able to create a search along the lines of 'all open tickets
for client X', but I can't seem to find how to do this.

Any help would be apprecaited.

David Ryan,
Baker Consultants



From srl at mail.boston.com  Thu Nov  8 09:45:46 2001
From: srl at mail.boston.com (Shane Landrum)
Date: Thu, 8 Nov 2001 09:45:46 -0500
Subject: [rt-users] Restoring 'privileged access'
In-Reply-To: <002501c167e7$d41a8a60$1601a8c0@cc590795a2>; from reda@jetty.rutgers.edu on Wed, Nov 07, 2001 at 06:56:25PM -0500
References: <002501c167e7$d41a8a60$1601a8c0@cc590795a2>
Message-ID: <20011108094546.A14758@mail.boston.com>

On Wed, Nov 07, 2001 at 06:56:25PM -0500, Frank J. Reda (reda at jetty.rutgers.edu) wrote:
> I mistakenly unchecked a user's ability to 'be granted rights'.  In trying
> to restore the right,  I can't seem to find their name in
> 'Configuration/Users'.  Is there any way to restore them to privileged
> status through the UI?

We've been able to restore user rights by finding the user ID using
a query for all users of name (whatever). The user name will appear
in the resultset.

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



From marc at precipice.org  Thu Nov  8 10:23:55 2001
From: marc at precipice.org (Marc Hedlund)
Date: Thu, 8 Nov 2001 07:23:55 -0800 (PST)
Subject: [rt-users] use of keywords
In-Reply-To: <3BEA7A10.4CF7E50@baker.ie>
Message-ID: <Pine.LNX.4.21.0111080720180.31322-101000@crankshaft.bitmechanic.com>


To search on a keyword, first select the queue to which the keyword
applies, and hit "Refine".  You should get a new search form that includes
a search field for your keyword.  (It only shows up on a search for a
queue since otherwise every keyword in every queue would appear in each
search form.)

I've attached a keywords "howto" document I wrote in September that hasn't
(to my knowledge) made it onto the docs site (grumble!).  It may be
helpful...

Marc Hedlund 
e: marc at precipice dot org

On Thu, 8 Nov 2001, David Ryan wrote:

> Hi all,
> 
> I am working through keywords and have hit another little stumbling
> block - keywords.
> 
> I think I understand the concept, but I can't seem to get them to work.
> 
> At the top level (Configuration.Keywords) I have added a key called
> 'client' with three values representing external customers.
> 
> Under Configuration.Queues.General.KeywordSelection I have created a key
> called 'contact' which has the settings 'single children of client 1
> level deep'
> 
> Now when I go into a ticket I can assign a keyword called 'contact' with
> a value equal to one of the 'client' names I created earlier.
> 
> So far, so good.
> 
> However, I don't seem to be able to search on the keyword.  It would be
> nice to be able to create a search along the lines of 'all open tickets
> for client X', but I can't seem to find how to do this.
> 
> Any help would be apprecaited.
> 
> David Ryan,
> Baker Consultants
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: Keywords-HOWTO.zip
Type: application/zip
Size: 17426 bytes
Desc: HOWTO document
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011108/3e6d0f45/attachment.zip>

From david.ryan at baker.ie  Thu Nov  8 11:24:10 2001
From: david.ryan at baker.ie (David Ryan)
Date: Thu, 08 Nov 2001 16:24:10 +0000
Subject: [rt-users] use of keywords
References: <Pine.LNX.4.21.0111080720180.31322-101000@crankshaft.bitmechanic.com>
Message-ID: <3BEAB1AA.9B8B56A5@baker.ie>

Marc,

Thanks for that.  I liked RT from the start and now I am getting to like
it even more . . .

Quick question -
Assume we have clients\boi, clients\aib and clients\nib and within
clients\boi we have clients\boi\marc, clients\boi\david and
clients\boi\jane
Is it possible to construct a mechanism whereby we can say the contact
for a particular ticket is clients\boi\david and then be able to search
on the clients\boi bit ?  Or do we have to have two keywords, one for
the person and one for the client ?

I know we can do the latter, but I just reckon the first one would be
more logical

Thanks,

David Ryan,
Baker Consultants

Marc Hedlund wrote:
> 
> To search on a keyword, first select the queue to which the keyword
> applies, and hit "Refine".  You should get a new search form that includes
> a search field for your keyword.  (It only shows up on a search for a
> queue since otherwise every keyword in every queue would appear in each
> search form.)
> 
> I've attached a keywords "howto" document I wrote in September that hasn't
> (to my knowledge) made it onto the docs site (grumble!).  It may be
> helpful...
> 
> Marc Hedlund
> e: marc at precipice dot org
> 
> On Thu, 8 Nov 2001, David Ryan wrote:
> 
> > Hi all,
> >
> > I am working through keywords and have hit another little stumbling
> > block - keywords.
> >
> > I think I understand the concept, but I can't seem to get them to work.
> >
> > At the top level (Configuration.Keywords) I have added a key called
> > 'client' with three values representing external customers.
> >
> > Under Configuration.Queues.General.KeywordSelection I have created a key
> > called 'contact' which has the settings 'single children of client 1
> > level deep'
> >
> > Now when I go into a ticket I can assign a keyword called 'contact' with
> > a value equal to one of the 'client' names I created earlier.
> >
> > So far, so good.
> >
> > However, I don't seem to be able to search on the keyword.  It would be
> > nice to be able to create a search along the lines of 'all open tickets
> > for client X', but I can't seem to find how to do this.
> >
> > Any help would be apprecaited.
> >
> > David Ryan,
> > Baker Consultants
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> 
>   ------------------------------------------------------------------------
>                             Name: Keywords-HOWTO.zip
>    Keywords-HOWTO.zip       Type: Zip Compressed Data (application/x-zip-compressed)
>                         Encoding: BASE64
>                      Description: HOWTO document



From marc at precipice.org  Thu Nov  8 11:39:42 2001
From: marc at precipice.org (Marc Hedlund)
Date: Thu, 8 Nov 2001 08:39:42 -0800 (PST)
Subject: [rt-users] use of keywords
In-Reply-To: <3BEAB1AA.9B8B56A5@baker.ie>
Message-ID: <Pine.LNX.4.21.0111080839000.31322-100000@crankshaft.bitmechanic.com>

I believe you need to do the latter (two keywords) -- as far as I know
keyword configuration is heirarchical, but not keyword search.

Marc Hedlund 
e: marc at precipice dot org

On Thu, 8 Nov 2001, David Ryan wrote:

> Marc,
> 
> Thanks for that.  I liked RT from the start and now I am getting to like
> it even more . . .
> 
> Quick question -
> Assume we have clients\boi, clients\aib and clients\nib and within
> clients\boi we have clients\boi\marc, clients\boi\david and
> clients\boi\jane
> Is it possible to construct a mechanism whereby we can say the contact
> for a particular ticket is clients\boi\david and then be able to search
> on the clients\boi bit ?  Or do we have to have two keywords, one for
> the person and one for the client ?
> 
> I know we can do the latter, but I just reckon the first one would be
> more logical
> 
> Thanks,
> 
> David Ryan,
> Baker Consultants
> 
> Marc Hedlund wrote:
> > 
> > To search on a keyword, first select the queue to which the keyword
> > applies, and hit "Refine".  You should get a new search form that includes
> > a search field for your keyword.  (It only shows up on a search for a
> > queue since otherwise every keyword in every queue would appear in each
> > search form.)
> > 
> > I've attached a keywords "howto" document I wrote in September that hasn't
> > (to my knowledge) made it onto the docs site (grumble!).  It may be
> > helpful...
> > 
> > Marc Hedlund
> > e: marc at precipice dot org
> > 
> > On Thu, 8 Nov 2001, David Ryan wrote:
> > 
> > > Hi all,
> > >
> > > I am working through keywords and have hit another little stumbling
> > > block - keywords.
> > >
> > > I think I understand the concept, but I can't seem to get them to work.
> > >
> > > At the top level (Configuration.Keywords) I have added a key called
> > > 'client' with three values representing external customers.
> > >
> > > Under Configuration.Queues.General.KeywordSelection I have created a key
> > > called 'contact' which has the settings 'single children of client 1
> > > level deep'
> > >
> > > Now when I go into a ticket I can assign a keyword called 'contact' with
> > > a value equal to one of the 'client' names I created earlier.
> > >
> > > So far, so good.
> > >
> > > However, I don't seem to be able to search on the keyword.  It would be
> > > nice to be able to create a search along the lines of 'all open tickets
> > > for client X', but I can't seem to find how to do this.
> > >
> > > Any help would be apprecaited.
> > >
> > > David Ryan,
> > > Baker Consultants
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> > 
> >   ------------------------------------------------------------------------
> >                             Name: Keywords-HOWTO.zip
> >    Keywords-HOWTO.zip       Type: Zip Compressed Data (application/x-zip-compressed)
> >                         Encoding: BASE64
> >                      Description: HOWTO document
> 




From rick at deepskies.com  Thu Nov  8 11:56:38 2001
From: rick at deepskies.com (Rick Towns)
Date: Thu, 8 Nov 2001 11:56:38 -0500
Subject: [rt-users] Apache::Constants?
Message-ID: <011c01c16876$550cdae0$1946e1cc@city.barrie.on.ca>

After configuring RT, and updating the httpd.conf for my Apache, when I try
to start Apache I get an error:

Unable to locate loadable object for module Apache::Constants

I checked, and my Apache::Constants module is installed an is up to date.

Any suggestions?

(BTW: I had the TIEHASH error prior to that, which is addressed in the
archived message:

http://lists.fsck.com/pipermail/rt-users/2001-July/003206.html

and upon running:

perl Makefile.PL DYNAMIC=1 PERL_TABLE_API=1 EVERYTHING=1

and then copying the new httpd onto /usr/local/apache/bin/httpd, that's when
I get this new error that doesn't appear to be in the archive).

Thanks!

Rick




From allbery at ece.cmu.edu  Thu Nov  8 12:49:17 2001
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Thu, 08 Nov 2001 12:49:17 -0500
Subject: [rt-users] Apache::Constants?
In-Reply-To: <011c01c16876$550cdae0$1946e1cc@city.barrie.on.ca>
References: <011c01c16876$550cdae0$1946e1cc@city.barrie.on.ca>
Message-ID: <0.1005241757@hilfy.ece.cmu.edu>

On Thursday, November 08, 2001 11:56:38 -0500, Rick Towns 
<rick at deepskies.com> wrote:
+-----
| After configuring RT, and updating the httpd.conf for my Apache, when I
| try to start Apache I get an error:
|
| Unable to locate loadable object for module Apache::Constants
+--->8

Check that the same perl is in use?

-- 
brandon s. allbery  [os/2][linux][solaris][freebsd]   allbery at kf8nh.apk.net
system administrator   [JAPH][WAY too many hats]        allbery at ece.cmu.edu
electrical and computer engineering                                   KF8NH
carnegie mellon university     [linux: proof of the million monkeys theory]




From rick at deepskies.com  Thu Nov  8 13:02:20 2001
From: rick at deepskies.com (Rick Towns)
Date: Thu, 8 Nov 2001 13:02:20 -0500
Subject: [rt-users] Apache::Constants?
References: <011c01c16876$550cdae0$1946e1cc@city.barrie.on.ca> <0.1005241757@hilfy.ece.cmu.edu>
Message-ID: <016701c1687f$8d09ce90$1946e1cc@city.barrie.on.ca>

Yes, it's the same version (this box is a Redhat 7.1 i386 box that is
fresh - just built for running RT).

----- Original Message -----
From: "Brandon S. Allbery KF8NH" <allbery at ece.cmu.edu>
To: "Rick Towns" <rick at deepskies.com>; <rt-users at lists.fsck.com>
Sent: Thursday, November 08, 2001 12:49 PM
Subject: Re: [rt-users] Apache::Constants?


> On Thursday, November 08, 2001 11:56:38 -0500, Rick Towns
> <rick at deepskies.com> wrote:
> +-----
> | After configuring RT, and updating the httpd.conf for my Apache, when I
> | try to start Apache I get an error:
> |
> | Unable to locate loadable object for module Apache::Constants
> +--->8
>
> Check that the same perl is in use?
>
> --
> brandon s. allbery  [os/2][linux][solaris][freebsd]
allbery at kf8nh.apk.net
> system administrator   [JAPH][WAY too many hats]
allbery at ece.cmu.edu
> electrical and computer engineering
KF8NH
> carnegie mellon university     [linux: proof of the million monkeys
theory]
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From toby at vidiom.com  Thu Nov  8 13:10:49 2001
From: toby at vidiom.com (Toby Wahlers)
Date: Thu, 08 Nov 2001 11:10:49 -0700
Subject: [rt-users] Mason not working?
In-Reply-To: <20011108.061951.65303779.levitte@stacken.kth.se>
References: <5.1.0.14.2.20011107183307.020b76a8@mail.vidiom.com>
 <5.1.0.14.2.20011107183307.020b76a8@mail.vidiom.com>
Message-ID: <5.1.0.14.2.20011108105049.02bf4be8@mail.vidiom.com>

At 10:19 PM 11/7/2001, you wrote:
"the best idea right now is to look at apache's error log and try to figure
things out from there. "

That's just it.  There are no errors in the log.  Neither the regular 
error_log nor the perl-error_log.  It's not even trying to hook into Mason, 
just showing the page as html, so no errors.  It's hard to list rt setup in 
apache, cause I've tried it a half dozen or more ways.  One person in  the 
archived list said they got this working:
<Directory /usr/local/rt2/WebRT/html>
   AllowOverride None
   Options None ExecCGI FollowSymLinks
   Order allow,deny
   Allow from all
   PerlRequire /usr/local/rt2/bin/webmux.pl
   PerlModule Apache::DBI
   SetHandler perl-script
   PerlHandler RT::Mason
   Options ExecCGI
</Directory>

Another made use of Location:
PerlModule Apache::DBI
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location /rt2>
   SetHandler perl-script
   PerlHandler RT::Mason
</Location>

Tried 'em both, and variants, no luck.
I have a ProxyPass statement in my normal server httpd.conf:
ProxyPass /rt2/ http://localhost:8200/rt2/
and of course I do have the correct /rt2 alias in the commonhttpd.conf (or 
it wouldn't even get to the page).

>From: Toby Wahlers <toby at vidiom.com>
>
>toby> I have tried about every possible permutation of the apache config 
>files,
>toby> but I have only gotten rt to work with the default VirtualHost setup 
>(which
>toby> I don't want).  Mostly I get the index page as source text with a Go!
>toby> button, but with other (mis)configurations I've gotten malformed header
>toby> messages. I'm running Mandrake Linux, which by default has 2 apache 
>servers
>toby> running, one of them a perl proxy. I've looked at all the list 
>archives,
>toby> and a few people have had the same problem, though with different
>toby> configurations.  I want a subdirectory configuration and need to use an
>toby> alternate port, e.g. http://www.myserver.com:81/rt2/, and would like 
>it to
>toby> work with my current dual server config.  Apache has 3 config files,
>toby> httpd.conf, commonhttpd.conf, and httpd-perl.conf. I have the Alias in
>toby> commonhttpd.conf, 'cause that's where it wants to be. I have added
>toby> ProxyPass to the httpd.conf, and have tried <Directory> or <Location>
>toby> setups in all 3 config files, nothing seems to help.  Any ideas?
>
>Yup.  I had the same problem when I started playing with rt2, and the
>best idea right now is to look at apache's error log and try to figure
>things out from there.  In my case, it was a combination of having
>some trouble with something not existing in the @INC directories of
>the scripts I used and some permission bits somewhere.  It's very
>possible that your apache configuration is just fine (it was in my
>case).
>
>Try that, and if you can't still figure it out, I suggest you get back
>here with *details* (like the part of the configuration concerning rt
>and perhaps the last parts of the error log if that's relevant).
>
>--
>Richard Levitte   \ Spannv?gen 38, II \ LeViMS at stacken.kth.se
>Redakteur at Stacken  \ S-168 35  BROMMA  \ T: +46-8-26 52 47
>                     \      SWEDEN       \ or +46-733-72 88 11
>Procurator Odiosus Ex Infernis                -- poei at bofh.se
>Member of the OpenSSL development team: http://www.openssl.org/
>Software Engineer, GemPlus:             http://www.gemplus.com/
>
>Unsolicited commercial email is subject to an archival fee of $400.
>See <http://www.stacken.kth.se/~levitte/mail/> for more info.
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users


--
Regards,
Toby Wahlers
Vidiom Systems
toby at vidiom.com
303-604-0800x121
Fax 303-604-0080





From spv at gospelcom.net  Thu Nov  8 13:08:14 2001
From: spv at gospelcom.net (Sherrill (Pei-chih) Verbrugge)
Date: Thu, 8 Nov 2001 13:08:14 -0500 (EST)
Subject: [rt-users] email headers
Message-ID: <Pine.LNX.4.33.0111081303020.2466-100000@spv.gf.gospelcom.net>

Right now RT2 reworks email 'From:' header when it emails a copy to
AdminCc or Cc.  I'd like to have the sender/requestor email address shows
in the 'From:' header in the emails AdminCc and Cc receive.  Where in
the codes could I change this?  Could this be in the customized templates?
If so, what variable should I put in to pull out the sender/requestor's
email address?

Thanks for the help,
Sherrill
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Sherrill (Pei-chih) Verbrugge
spv at gospelcom.net

http://www.gospelcom.net
http://bible.gospelcom.net
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




From bgeraldo at sockeye.com  Thu Nov  8 14:27:34 2001
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Thu, 8 Nov 2001 14:27:34 -0500 (EST)
Subject: [rt-users] Unpriveleged users
Message-ID: <200111081827.fA8IRe4c009600@fishy.sockeye.com>

Hello all,

How can I create a user that has access to the web gui, but can only
open tickets and view his/her open tickets, or tickets created for a
certain queue.  Currently, the queue field is always blank for that user
and it can't create a new tickets, since RT doesn't know which queue to
create it for.  Thanks in advance.

Bolivar
-- 
Bolivar Geraldo (Junior)
NOC Analyst
E-mail: bgeraldo at sockeye.com

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From krikke at macatawa.org  Thu Nov  8 13:16:24 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Thu, 8 Nov 2001 13:16:24 -0500
Subject: [rt-users] Apache::Constants?
In-Reply-To: <016701c1687f$8d09ce90$1946e1cc@city.barrie.on.ca>
Message-ID: <BPEOJKJIDFBLFKLOIFEAOEKBCLAA.krikke@macatawa.org>

Make sure the module is in your perl's @INC.  An easy way to view this
variable is to run "perl -V"  Then make sure that the module you are looking
for is in one of those directories or subdirectories.  There should be a
./Apache/Constants.pm in there.  Mine's in
/usr/local/lib/perl5/site_perl/5.6.0/i686-linux/Apache/Constants.pm (and
various other places...).

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Rick Towns
> Sent: Thursday, November 08, 2001 1:02 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Apache::Constants?
>
>
> Yes, it's the same version (this box is a Redhat 7.1 i386 box that is
> fresh - just built for running RT).
>
> ----- Original Message -----
> From: "Brandon S. Allbery KF8NH" <allbery at ece.cmu.edu>
> To: "Rick Towns" <rick at deepskies.com>; <rt-users at lists.fsck.com>
> Sent: Thursday, November 08, 2001 12:49 PM
> Subject: Re: [rt-users] Apache::Constants?
>
>
> > On Thursday, November 08, 2001 11:56:38 -0500, Rick Towns
> > <rick at deepskies.com> wrote:
> > +-----
> > | After configuring RT, and updating the httpd.conf for my
> Apache, when I
> > | try to start Apache I get an error:
> > |
> > | Unable to locate loadable object for module Apache::Constants
> > +--->8
> >
> > Check that the same perl is in use?
> >
> > --
> > brandon s. allbery  [os/2][linux][solaris][freebsd]
> allbery at kf8nh.apk.net
> > system administrator   [JAPH][WAY too many hats]
> allbery at ece.cmu.edu
> > electrical and computer engineering
> KF8NH
> > carnegie mellon university     [linux: proof of the million monkeys
> theory]
> >
> >
> > _______________________________________________
> > 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 travis.campbell at amd.com  Thu Nov  8 13:15:20 2001
From: travis.campbell at amd.com (Travis Campbell)
Date: Thu, 8 Nov 2001 12:15:20 -0600
Subject: [rt-users] Possible bug with merging tickets that are parent and child
Message-ID: <20011108121519.A20962@beast.amd.com>

I'm running 2.0.8_02.

I was playing with the ticket Relationships today and merged a child into
it's parent.  This caused RT to recursively try to list all the child links 
of the parent when viewing the ticket from /Ticket/Display.html.  

Now that the child is merged into the parent, I cannot delete the 
relationship.  RT responds with:

* Trying to delete: Base: fsck.com-rt://thrakkorzog/MPDHelp/ticket/727 Target: Type MemberOf

* Link not found

The only way to get rid of it is to delete the row in Links that defines
the MemberOf relationship between the two tickets.

Is this something that's already been fixed in 2.0.9 or in CVS?

Travis
-- 
 Travis Campbell  -  Unix Systems Administrator =      travis at beast.amd.com
    5900 E. Ben White Blvd, Austin, TX 78741    =   travis.campbell at amd.com
    TEL: (512) 602-1888  PAG: (512) 604-0341    =   webmaster at beast.amd.com 
============================================================================
      "Does anything work as expected?"  Yes.  An axe through the CPU.




From agould at aslab.com  Thu Nov  8 13:41:08 2001
From: agould at aslab.com (Ashley Gould)
Date: Thu, 8 Nov 2001 10:41:08 -0800
Subject: [rt-users] Trouble Installing - Apache::Cookie Error
In-Reply-To: <D8B8E8A2E989D24D875DB29A090BD3A103B05D@van-srv1.van1.zoocanada.net>; from Greg@zoolink.net on Mon, Nov 05, 2001 at 10:46:51AM -0800
References: <D8B8E8A2E989D24D875DB29A090BD3A103B05D@van-srv1.van1.zoocanada.net>
Message-ID: <20011108104108.I14739@dagda.aslab.com>

Have you installed libapreq-0.33?


On Mon, Nov 05, 2001 at 10:46:51AM -0800, Greg Kornatowsky wrote:
> Can someone please help me, when I try to start my Apache I get the
> following error message.
> 
> [root at localhost src]# /usr/local/apache/bin/apachectl start
> [Mon Nov  5 14:48:25 2001] [error] Can't load
> '/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/Cookie/Cook
> ie.so' for module Apache::Cookie: libapreq.so.0: cannot load shared
> object file: No such file or directory at
> /usr/local/lib/perl5/5.6.1/i686-linux/DynaLoader.pm line 206.
>  at /usr/local/lib/perl5/site_perl/5.6.1/i686-linux/mod_perl.pm line 14
> Compilation failed in require at /opt/rt2/bin/webmux.pl line 80.
> BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80.
> Compilation failed in require at (eval 5) line 1.
> 
> Syntax error on line 998 of /usr/local/apache/conf/httpd.conf:
> Can't load
> '/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/Cookie/Cook
> ie.so' for module Apache::Cookie: libapreq.so.0: cannot load shared
> object file: No such file or directory at
> /usr/local/lib/perl5/5.6.1/i686-linux/DynaLoader.pm line 206.
>  at /usr/local/lib/perl5/site_perl/5.6.1/i686-linux/mod_perl.pm line 14
> Compilation failed in require at /opt/rt2/bin/webmux.pl line 80.
> BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80.
> Compilation failed in require at (eval 5) line 1.
> 
> /usr/local/apache/bin/apachectl start: httpd could not be started
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From rick at deepskies.com  Thu Nov  8 13:25:39 2001
From: rick at deepskies.com (Rick Towns)
Date: Thu, 8 Nov 2001 13:25:39 -0500
Subject: [rt-users] Apache::Constants?
References: <BPEOJKJIDFBLFKLOIFEAOEKBCLAA.krikke@macatawa.org>
Message-ID: <01a101c16882$ce797cb0$1946e1cc@city.barrie.on.ca>

Thanks! I'll check that out (sounds logical, huh?)

----- Original Message -----
From: "Josh Krikke" <krikke at macatawa.org>
To: "Rick Towns" <rick at deepskies.com>; <rt-users at lists.fsck.com>
Sent: Thursday, November 08, 2001 1:16 PM
Subject: RE: [rt-users] Apache::Constants?


> Make sure the module is in your perl's @INC.  An easy way to view this
> variable is to run "perl -V"  Then make sure that the module you are
looking
> for is in one of those directories or subdirectories.  There should be a
> ./Apache/Constants.pm in there.  Mine's in
> /usr/local/lib/perl5/site_perl/5.6.0/i686-linux/Apache/Constants.pm (and
> various other places...).
>
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Rick Towns
> > Sent: Thursday, November 08, 2001 1:02 PM
> > To: rt-users at lists.fsck.com
> > Subject: Re: [rt-users] Apache::Constants?
> >
> >
> > Yes, it's the same version (this box is a Redhat 7.1 i386 box that is
> > fresh - just built for running RT).
> >
> > ----- Original Message -----
> > From: "Brandon S. Allbery KF8NH" <allbery at ece.cmu.edu>
> > To: "Rick Towns" <rick at deepskies.com>; <rt-users at lists.fsck.com>
> > Sent: Thursday, November 08, 2001 12:49 PM
> > Subject: Re: [rt-users] Apache::Constants?
> >
> >
> > > On Thursday, November 08, 2001 11:56:38 -0500, Rick Towns
> > > <rick at deepskies.com> wrote:
> > > +-----
> > > | After configuring RT, and updating the httpd.conf for my
> > Apache, when I
> > > | try to start Apache I get an error:
> > > |
> > > | Unable to locate loadable object for module Apache::Constants
> > > +--->8
> > >
> > > Check that the same perl is in use?
> > >
> > > --
> > > brandon s. allbery  [os/2][linux][solaris][freebsd]
> > allbery at kf8nh.apk.net
> > > system administrator   [JAPH][WAY too many hats]
> > allbery at ece.cmu.edu
> > > electrical and computer engineering
> > KF8NH
> > > carnegie mellon university     [linux: proof of the million monkeys
> > theory]
> > >
> > >
> > > _______________________________________________
> > > 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 levitte at stacken.kth.se  Thu Nov  8 14:26:14 2001
From: levitte at stacken.kth.se (Richard Levitte - VMS Whacker)
Date: Thu, 08 Nov 2001 20:26:14 +0100 (MET)
Subject: [rt-users] Logout doesn't really log me out?
Message-ID: <20011108.202614.105246568.levitte@stacken.kth.se>

I sometimes get in a weird state where clicking on the Logout link
doesn't log you out, it rather does the same thing as clicking on
Home.  I'm using mason_handler.fcgi.

Has anyone else seen this happen and what did you do to track it down
and correct it?  I'm a little bit lost on this one.

Also, I've hacked a bit so one can have more than one database on the
same machine.  Unfortunately, that only works with the FastCGI
implementation so far.  It means a number of changes in the
installation, adds a 'createapp.sh' script that adds the application
you wish to have, and splits config.pm into two parts, one for system-
global information and one for per-application information.  It works
as well for use with webmux.pl, but only for one application per site.
I'll send in the patch soon if this seems interesting.

-- 
Richard Levitte   \ Spannv?gen 38, II \ LeViMS at stacken.kth.se
Redakteur at Stacken  \ S-168 35  BROMMA  \ T: +46-8-26 52 47
                    \      SWEDEN       \ or +46-733-72 88 11
Procurator Odiosus Ex Infernis                -- poei at bofh.se
Member of the OpenSSL development team: http://www.openssl.org/
Software Engineer, GemPlus:             http://www.gemplus.com/

Unsolicited commercial email is subject to an archival fee of $400.
See <http://www.stacken.kth.se/~levitte/mail/> for more info.



From khera at kcilink.com  Thu Nov  8 14:35:08 2001
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 8 Nov 2001 14:35:08 -0500
Subject: [rt-users] Logout doesn't really log me out?
In-Reply-To: <20011108.202614.105246568.levitte@stacken.kth.se>
References: <20011108.202614.105246568.levitte@stacken.kth.se>
Message-ID: <15338.56940.362892.866493@onceler.kciLink.com>

>>>>> "RL" == Richard Levitte <- VMS Whacker <levitte at stacken.kth.se>> writes:

RL> I sometimes get in a weird state where clicking on the Logout link
RL> doesn't log you out, it rather does the same thing as clicking on
RL> Home.  I'm using mason_handler.fcgi.

RL> Has anyone else seen this happen and what did you do to track it down
RL> and correct it?  I'm a little bit lost on this one.

This only happens to me when I'm logged in as root to do admin stuff.
When logged in as a normal user, it works as expected.

I've never bothered to track it down since I'm rarely in as root and
just quit the browser.



From levitte at stacken.kth.se  Thu Nov  8 14:59:41 2001
From: levitte at stacken.kth.se (Richard Levitte - VMS Whacker)
Date: Thu, 08 Nov 2001 20:59:41 +0100 (MET)
Subject: [rt-users] Logout doesn't really log me out?
In-Reply-To: <15338.56940.362892.866493@onceler.kciLink.com>
References: <20011108.202614.105246568.levitte@stacken.kth.se>
	<15338.56940.362892.866493@onceler.kciLink.com>
Message-ID: <20011108.205941.89359942.levitte@stacken.kth.se>

From: Vivek Khera <khera at kcilink.com>

khera> >>>>> "RL" == Richard Levitte <- VMS Whacker <levitte at stacken.kth.se>> writes:
khera> 
khera> RL> I sometimes get in a weird state where clicking on the Logout link
khera> RL> doesn't log you out, it rather does the same thing as clicking on
khera> RL> Home.  I'm using mason_handler.fcgi.
khera> 
khera> RL> Has anyone else seen this happen and what did you do to track it down
khera> RL> and correct it?  I'm a little bit lost on this one.
khera> 
khera> This only happens to me when I'm logged in as root to do admin stuff.
khera> When logged in as a normal user, it works as expected.

I get that with normal users as well.  However, I've discovered that
this seems to depend on the browser.  Everything works fine with
Netscape, but I get the above behavior with Opera.

-- 
Richard Levitte   \ Spannv?gen 38, II \ LeViMS at stacken.kth.se
Redakteur at Stacken  \ S-168 35  BROMMA  \ T: +46-8-26 52 47
                    \      SWEDEN       \ or +46-733-72 88 11
Procurator Odiosus Ex Infernis                -- poei at bofh.se
Member of the OpenSSL development team: http://www.openssl.org/
Software Engineer, GemPlus:             http://www.gemplus.com/

Unsolicited commercial email is subject to an archival fee of $400.
See <http://www.stacken.kth.se/~levitte/mail/> for more info.



From jesse at bestpractical.com  Thu Nov  8 15:07:17 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 8 Nov 2001 15:07:17 -0500
Subject: [rt-users] Logout doesn't really log me out?
In-Reply-To: <20011108.205941.89359942.levitte@stacken.kth.se>; from levitte@stacken.kth.se on Thu, Nov 08, 2001 at 08:59:41PM +0100
References: <20011108.202614.105246568.levitte@stacken.kth.se> <15338.56940.362892.866493@onceler.kciLink.com> <20011108.205941.89359942.levitte@stacken.kth.se>
Message-ID: <20011108150717.J4916@pallas.fsck.com>

> I get that with normal users as well.  However, I've discovered that
> this seems to depend on the browser.  Everything works fine with
> Netscape, but I get the above behavior with Opera.
 

Is this with 2.0.8?  With some earlier revs, we weren't properly sending a no-cache pragma.....

	-j



> -- 
> Richard Levitte   \ Spannv?gen 38, II \ LeViMS at stacken.kth.se
> Redakteur at Stacken  \ S-168 35  BROMMA  \ T: +46-8-26 52 47
>                     \      SWEDEN       \ or +46-733-72 88 11
> Procurator Odiosus Ex Infernis                -- poei at bofh.se
> Member of the OpenSSL development team: http://www.openssl.org/
> Software Engineer, GemPlus:             http://www.gemplus.com/
> 
> Unsolicited commercial email is subject to an archival fee of $400.
> See <http://www.stacken.kth.se/~levitte/mail/> for more info.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From krikke at macatawa.org  Thu Nov  8 15:10:21 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Thu, 8 Nov 2001 15:10:21 -0500
Subject: [rt-users] Logout doesn't really log me out?
In-Reply-To: <20011108.205941.89359942.levitte@stacken.kth.se>
Message-ID: <BPEOJKJIDFBLFKLOIFEAEEKFCLAA.krikke@macatawa.org>

Opera is displaying the cached page.  I had similar problems, a refresh
didn't help either.  I can't remeber exactly, but I think I changed the
cache prefs to Always check modified documents, instead of after 5 hours or
something like that.

-Josh

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Richard Levitte - VMS
> Whacker
> Sent: Thursday, November 08, 2001 3:00 PM
> To: khera at kcilink.com
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Logout doesn't really log me out?
>
>
> From: Vivek Khera <khera at kcilink.com>
>
> khera> >>>>> "RL" == Richard Levitte <- VMS Whacker
> <levitte at stacken.kth.se>> writes:
> khera>
> khera> RL> I sometimes get in a weird state where clicking on the
> Logout link
> khera> RL> doesn't log you out, it rather does the same thing as
> clicking on
> khera> RL> Home.  I'm using mason_handler.fcgi.
> khera>
> khera> RL> Has anyone else seen this happen and what did you do
> to track it down
> khera> RL> and correct it?  I'm a little bit lost on this one.
> khera>
> khera> This only happens to me when I'm logged in as root to do
> admin stuff.
> khera> When logged in as a normal user, it works as expected.
>
> I get that with normal users as well.  However, I've discovered that
> this seems to depend on the browser.  Everything works fine with
> Netscape, but I get the above behavior with Opera.
>
> --
> Richard Levitte   \ Spannv?gen 38, II \ LeViMS at stacken.kth.se
> Redakteur at Stacken  \ S-168 35  BROMMA  \ T: +46-8-26 52 47
>                     \      SWEDEN       \ or +46-733-72 88 11
> Procurator Odiosus Ex Infernis                -- poei at bofh.se
> Member of the OpenSSL development team: http://www.openssl.org/
> Software Engineer, GemPlus:             http://www.gemplus.com/
>
> Unsolicited commercial email is subject to an archival fee of $400.
> See <http://www.stacken.kth.se/~levitte/mail/> for more info.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From levitte at stacken.kth.se  Thu Nov  8 15:16:30 2001
From: levitte at stacken.kth.se (Richard Levitte - VMS Whacker)
Date: Thu, 08 Nov 2001 21:16:30 +0100 (MET)
Subject: [rt-users] Logout doesn't really log me out?
In-Reply-To: <20011108150717.J4916@pallas.fsck.com>
References: <15338.56940.362892.866493@onceler.kciLink.com>
	<20011108.205941.89359942.levitte@stacken.kth.se>
	<20011108150717.J4916@pallas.fsck.com>
Message-ID: <20011108.211630.11608422.levitte@stacken.kth.se>

From: Jesse Vincent <jesse at bestpractical.com>

jesse> 
jesse> > I get that with normal users as well.  However, I've discovered that
jesse> > this seems to depend on the browser.  Everything works fine with
jesse> > Netscape, but I get the above behavior with Opera.
jesse>  
jesse> 
jesse> Is this with 2.0.8?  With some earlier revs, we weren't properly sending a no-cache pragma.....

I'm testing the latest stuff from the CVS repository, main trunk.

-- 
Richard Levitte   \ Spannv?gen 38, II \ LeViMS at stacken.kth.se
Redakteur at Stacken  \ S-168 35  BROMMA  \ T: +46-8-26 52 47
                    \      SWEDEN       \ or +46-733-72 88 11
Procurator Odiosus Ex Infernis                -- poei at bofh.se
Member of the OpenSSL development team: http://www.openssl.org/
Software Engineer, GemPlus:             http://www.gemplus.com/

Unsolicited commercial email is subject to an archival fee of $400.
See <http://www.stacken.kth.se/~levitte/mail/> for more info.



From levitte at stacken.kth.se  Thu Nov  8 15:19:11 2001
From: levitte at stacken.kth.se (Richard Levitte - VMS Whacker)
Date: Thu, 08 Nov 2001 21:19:11 +0100 (MET)
Subject: [rt-users] Logout doesn't really log me out?
In-Reply-To: <BPEOJKJIDFBLFKLOIFEAEEKFCLAA.krikke@macatawa.org>
References: <20011108.205941.89359942.levitte@stacken.kth.se>
	<BPEOJKJIDFBLFKLOIFEAEEKFCLAA.krikke@macatawa.org>
Message-ID: <20011108.211911.42036631.levitte@stacken.kth.se>

From: "Josh Krikke" <krikke at macatawa.org>

krikke> Opera is displaying the cached page.  I had similar problems, a refresh
krikke> didn't help either.  I can't remeber exactly, but I think I changed the
krikke> cache prefs to Always check modified documents, instead of after 5 hours or
krikke> something like that.

That did it!  Thanks a bunch!

-- 
Richard Levitte   \ Spannv?gen 38, II \ LeViMS at stacken.kth.se
Redakteur at Stacken  \ S-168 35  BROMMA  \ T: +46-8-26 52 47
                    \      SWEDEN       \ or +46-733-72 88 11
Procurator Odiosus Ex Infernis                -- poei at bofh.se
Member of the OpenSSL development team: http://www.openssl.org/
Software Engineer, GemPlus:             http://www.gemplus.com/

Unsolicited commercial email is subject to an archival fee of $400.
See <http://www.stacken.kth.se/~levitte/mail/> for more info.



From khera at kcilink.com  Thu Nov  8 16:24:35 2001
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 8 Nov 2001 16:24:35 -0500
Subject: [rt-users] Logout doesn't really log me out?
In-Reply-To: <20011108.205941.89359942.levitte@stacken.kth.se>
References: <20011108.202614.105246568.levitte@stacken.kth.se>
	<15338.56940.362892.866493@onceler.kciLink.com>
	<20011108.205941.89359942.levitte@stacken.kth.se>
Message-ID: <15338.63507.462832.916561@onceler.kciLink.com>

>>>>> "RL" == Richard Levitte <- VMS Whacker <levitte at stacken.kth.se>> writes:

khera> This only happens to me when I'm logged in as root to do admin stuff.
khera> When logged in as a normal user, it works as expected.

RL> I get that with normal users as well.  However, I've discovered that
RL> this seems to depend on the browser.  Everything works fine with
RL> Netscape, but I get the above behavior with Opera.

I'm using Opera all the time, so it must be some combination of
things.



From khera at kcilink.com  Thu Nov  8 16:26:40 2001
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 8 Nov 2001 16:26:40 -0500
Subject: [rt-users] Logout doesn't really log me out?
In-Reply-To: <20011108150717.J4916@pallas.fsck.com>
References: <20011108.202614.105246568.levitte@stacken.kth.se>
	<15338.56940.362892.866493@onceler.kciLink.com>
	<20011108.205941.89359942.levitte@stacken.kth.se>
	<20011108150717.J4916@pallas.fsck.com>
Message-ID: <15338.63632.10769.238688@onceler.kciLink.com>

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

>> I get that with normal users as well.  However, I've discovered that
>> this seems to depend on the browser.  Everything works fine with
>> Netscape, but I get the above behavior with Opera.
 

JV> Is this with 2.0.8?  With some earlier revs, we weren't properly
JV> sending a no-cache pragma.....

It doesn't have to do with no-cache;  a forced reloading the page
would normally cause it to do the right thing.  In this case, the
logout doesn't happen -- you can click about and continue working.



From jesse at bestpractical.com  Thu Nov  8 16:30:04 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 8 Nov 2001 16:30:04 -0500
Subject: [rt-users] Possible bug with merging tickets that are parent and child
In-Reply-To: <20011108121519.A20962@beast.amd.com>; from travis.campbell@amd.com on Thu, Nov 08, 2001 at 12:15:20PM -0600
References: <20011108121519.A20962@beast.amd.com>
Message-ID: <20011108163004.S4916@pallas.fsck.com>

Known bug. Won't be fixed in 2.0.9. Should be fixed in 2.0.10

http://fsck.com/rt2/NoAuth/Buglist.html will show you all open bugs.

This one is # 872


On Thu, Nov 08, 2001 at 12:15:20PM -0600, Travis Campbell wrote:
> I'm running 2.0.8_02.
> 
> I was playing with the ticket Relationships today and merged a child into
> it's parent.  This caused RT to recursively try to list all the child links 
> of the parent when viewing the ticket from /Ticket/Display.html.  
> 
> Now that the child is merged into the parent, I cannot delete the 
> relationship.  RT responds with:
> 
> * Trying to delete: Base: fsck.com-rt://thrakkorzog/MPDHelp/ticket/727 Target: Type MemberOf
> 
> * Link not found
> 
> The only way to get rid of it is to delete the row in Links that defines
> the MemberOf relationship between the two tickets.
> 
> Is this something that's already been fixed in 2.0.9 or in CVS?
> 
> Travis
> -- 
>  Travis Campbell  -  Unix Systems Administrator =      travis at beast.amd.com
>     5900 E. Ben White Blvd, Austin, TX 78741    =   travis.campbell at amd.com
>     TEL: (512) 602-1888  PAG: (512) 604-0341    =   webmaster at beast.amd.com 
> ============================================================================
>       "Does anything work as expected?"  Yes.  An axe through the CPU.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Thu Nov  8 16:43:01 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 8 Nov 2001 16:43:01 -0500
Subject: [rt-users] Logout doesn't really log me out?
In-Reply-To: <15338.63632.10769.238688@onceler.kciLink.com>; from khera@kcilink.com on Thu, Nov 08, 2001 at 04:26:40PM -0500
References: <20011108.202614.105246568.levitte@stacken.kth.se> <15338.56940.362892.866493@onceler.kciLink.com> <20011108.205941.89359942.levitte@stacken.kth.se> <20011108150717.J4916@pallas.fsck.com> <15338.63632.10769.238688@onceler.kciLink.com>
Message-ID: <20011108164301.U4916@pallas.fsck.com>

If your browser actually hits and loads /NoAuth/Logout.html, your
session should be _gone_.  Can you verify (from http server logs) that
it's doing this?  

If your copy of opera has decided to cache /NoAuth/Logout.html,
say due to the no-cache issue I describe earlier, then the RT server
will never know you clicked Logout and you will not be logged out.


On Thu, Nov 08, 2001 at 04:26:40PM -0500, Vivek Khera wrote:
> >>>>> "JV" == Jesse Vincent <jesse at bestpractical.com> writes:
> 
> >> I get that with normal users as well.  However, I've discovered that
> >> this seems to depend on the browser.  Everything works fine with
> >> Netscape, but I get the above behavior with Opera.
>  
> 
> JV> Is this with 2.0.8?  With some earlier revs, we weren't properly
> JV> sending a no-cache pragma.....
> 
> It doesn't have to do with no-cache;  a forced reloading the page
> would normally cause it to do the right thing.  In this case, the
> logout doesn't happen -- you can click about and continue working.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From khera at kcilink.com  Thu Nov  8 16:48:43 2001
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 8 Nov 2001 16:48:43 -0500
Subject: [rt-users] Logout doesn't really log me out?
In-Reply-To: <20011108164301.U4916@pallas.fsck.com>
References: <20011108.202614.105246568.levitte@stacken.kth.se>
	<15338.56940.362892.866493@onceler.kciLink.com>
	<20011108.205941.89359942.levitte@stacken.kth.se>
	<20011108150717.J4916@pallas.fsck.com>
	<15338.63632.10769.238688@onceler.kciLink.com>
	<20011108164301.U4916@pallas.fsck.com>
Message-ID: <15338.64955.27869.439136@onceler.kciLink.com>

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

JV> If your browser actually hits and loads /NoAuth/Logout.html, your
JV> session should be _gone_.  Can you verify (from http server logs) that
JV> it's doing this?  

JV> If your copy of opera has decided to cache /NoAuth/Logout.html,
JV> say due to the no-cache issue I describe earlier, then the RT server
JV> will never know you clicked Logout and you will not be logged out.

That must be it.  When I'm root, I usually last only a few minutes in
RT, and Opera holds the cache for 5 minutes whether you want it to or
not.  They really need to fix this issue... grr.



From toby at vidiom.com  Thu Nov  8 17:48:19 2001
From: toby at vidiom.com (Toby Wahlers)
Date: Thu, 08 Nov 2001 15:48:19 -0700
Subject: [rt-users] Web interface, Mandrake 8.1, perl proxying
Message-ID: <5.1.0.14.2.20011108153105.02c325c8@mail.vidiom.com>

At 10:19 PM 11/7/2001, you wrote:
"the best idea right now is to look at apache's error log and try to figure
things out from there. "

That's just it.  There are no errors in the log.  Neither the regular 
error_log nor the perl-error_log.  It's not even trying to hook into Mason, 
just showing the page as html, so no errors.  It's hard to list rt setup in 
apache, cause I've tried it a half dozen or more ways.  One person in  the 
archived list said they got this working:
<Directory /usr/local/rt2/WebRT/html>
   AllowOverride None
   Options None ExecCGI FollowSymLinks
   Order allow,deny
   Allow from all
   PerlRequire /usr/local/rt2/bin/webmux.pl
   PerlModule Apache::DBI
   SetHandler perl-script
   PerlHandler RT::Mason
   Options ExecCGI
</Directory>

Another made use of Location:
PerlModule Apache::DBI
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location /rt2>
   SetHandler perl-script
   PerlHandler RT::Mason
</Location>

Tried 'em both, and variants, no luck.
I have a ProxyPass statement in my normal server httpd.conf:
ProxyPass /rt2/ http://localhost:8200/rt2/
and of course I do have the correct /rt2 alias in the commonhttpd.conf (or 
it wouldn't even get to the page).

>From: Toby Wahlers <toby at vidiom.com>
>
>toby> I have tried about every possible permutation of the apache config 
>files,
>toby> but I have only gotten rt to work with the default VirtualHost setup 
>(which
>toby> I don't want).  Mostly I get the index page as source text with a Go!
>toby> button, but with other (mis)configurations I've gotten malformed header
>toby> messages. I'm running Mandrake Linux, which by default has 2 apache 
>servers
>toby> running, one of them a perl proxy. I've looked at all the list archives,
>toby> and a few people have had the same problem, though with different
>toby> configurations.  I want a subdirectory configuration and need to use an
>toby> alternate port, e.g. http://www.myserver.com:81/rt2/, and would like 
>it to
>toby> work with my current dual server config.  Apache has 3 config files,
>toby> httpd.conf, commonhttpd.conf, and httpd-perl.conf. I have the Alias in
>toby> commonhttpd.conf, 'cause that's where it wants to be. I have added
>toby> ProxyPass to the httpd.conf, and have tried <Directory> or <Location>
>toby> setups in all 3 config files, nothing seems to help.  Any ideas?
>
>Yup.  I had the same problem when I started playing with rt2, and the
>best idea right now is to look at apache's error log and try to figure
>things out from there.  In my case, it was a combination of having
>some trouble with something not existing in the @INC directories of
>the scripts I used and some permission bits somewhere.  It's very
>possible that your apache configuration is just fine (it was in my
>case).
>
>Try that, and if you can't still figure it out, I suggest you get back
>here with *details* (like the part of the configuration concerning rt
>and perhaps the last parts of the error log if that's relevant).
>
>--
>Richard Levitte   \ Spannv?gen 38, II \ LeViMS at stacken.kth.se
>Redakteur at Stacken  \ S-168 35  BROMMA  \ T: +46-8-26 52 47
>                     \      SWEDEN       \ or +46-733-72 88 11
>Procurator Odiosus Ex Infernis                -- poei at bofh.se
>Member of the OpenSSL development team: http://www.openssl.org/
>Software Engineer, GemPlus:             http://www.gemplus.com/
>
>Unsolicited commercial email is subject to an archival fee of $400.
>See <http://www.stacken.kth.se/~levitte/mail/> for more info.
>
>_______________________________________________
>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



--
Regards,
Toby Wahlers
Vidiom Systems
toby at vidiom.com
303-604-0800x121
Fax 303-604-0080





From toby at vidiom.com  Thu Nov  8 19:37:37 2001
From: toby at vidiom.com (Toby Wahlers)
Date: Thu, 08 Nov 2001 17:37:37 -0700
Subject: [rt-users] Web interface, Mandrake 8.1, perl proxying--solution
Message-ID: <5.1.0.14.2.20011108172401.02bf1b50@mail.vidiom.com>

For posterity, here's what I had to do to get a subdirectory config working 
with a perl proxy server:

In commonhttpd.conf
put the Alias in the same section as the perl and cgi-perl aliases:
<IfModule mod_perl.c>
#Provide two aliases to the same cgi-bin directory,
#to see the effects of the 2 different mod_perl modes
#for Apache::Registry Mode
Alias /perl/ /var/www/perl/
#for Apache::Perlrun Mode
Alias /cgi-perl/ /var/www/perl/
Alias /rt2/ /opt/rt2/WebRT/html/
</IfModule>

In httpd.conf, put in the ProxyPass statement(s):
<IfDefine PERLPROXIED>
RewriteEngine on
RewriteRule ^proxy:.* - [F]
RewriteRule ^(.*\/perl\/.*)$ http://%{HTTP_HOST}:8200$1 [P]
RewriteRule ^(.*\/cgi-perl\/.*)$ http://%{HTTP_HOST}:8200$1 [P]
ProxyPass /rt2/ http://localhost:8200/rt2/
ProxyPassReverse /rt2/ http://localhost:8200/rt2/
</IfDefine>

In httpd-perl.conf, put in the location settings:
# Mason section
Include conf/httpd-mason.conf
#set RT:Mason Mode for /rt2 Alias
PerlModule Apache::DBI
PerlRequire /opt/rt2/bin/webmux.pl
<Location /rt2/>
SetHandler perl-script
PerlHandler RT::Mason
Options ExecCGI
</Location>



At 10:19 PM 11/7/2001, you wrote:
"the best idea right now is to look at apache's error log and try to figure
things out from there. "

That's just it.  There are no errors in the log.  Neither the regular 
error_log nor the perl-error_log.  It's not even trying to hook into Mason, 
just showing the page as html, so no errors.  It's hard to list rt setup in 
apache, cause I've tried it a half dozen or more ways.  One person in  the 
archived list said they got this working:
<Directory /usr/local/rt2/WebRT/html>
   AllowOverride None
   Options None ExecCGI FollowSymLinks
   Order allow,deny
   Allow from all
   PerlRequire /usr/local/rt2/bin/webmux.pl
   PerlModule Apache::DBI
   SetHandler perl-script
   PerlHandler RT::Mason
   Options ExecCGI
</Directory>

Another made use of Location:
PerlModule Apache::DBI
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location /rt2>
   SetHandler perl-script
   PerlHandler RT::Mason
</Location>

Tried 'em both, and variants, no luck.
I have a ProxyPass statement in my normal server httpd.conf:
ProxyPass /rt2/ http://localhost:8200/rt2/
and of course I do have the correct /rt2 alias in the commonhttpd.conf (or 
it wouldn't even get to the page).

From: Toby Wahlers <toby at vidiom.com>

toby> I have tried about every possible permutation of the apache config files,
toby> but I have only gotten rt to work with the default VirtualHost setup 
(which
toby> I don't want).  Mostly I get the index page as source text with a Go!
toby> button, but with other (mis)configurations I've gotten malformed header
toby> messages. I'm running Mandrake Linux, which by default has 2 apache 
servers
toby> running, one of them a perl proxy. I've looked at all the list archives,
toby> and a few people have had the same problem, though with different
toby> configurations.  I want a subdirectory configuration and need to use an
toby> alternate port, e.g. http://www.myserver.com:81/rt2/, and would like 
it to
toby> work with my current dual server config.  Apache has 3 config files,
toby> httpd.conf, commonhttpd.conf, and httpd-perl.conf. I have the Alias in
toby> commonhttpd.conf, 'cause that's where it wants to be. I have added
toby> ProxyPass to the httpd.conf, and have tried <Directory> or <Location>
toby> setups in all 3 config files, nothing seems to help.  Any ideas?

Yup.  I had the same problem when I started playing with rt2, and the
best idea right now is to look at apache's error log and try to figure
things out from there.  In my case, it was a combination of having
some trouble with something not existing in the @INC directories of
the scripts I used and some permission bits somewhere.  It's very
possible that your apache configuration is just fine (it was in my
case).

Try that, and if you can't still figure it out, I suggest you get back
here with *details* (like the part of the configuration concerning rt
and perhaps the last parts of the error log if that's relevant).

--
Richard Levitte   \ Spannv?gen 38, II \ LeViMS at stacken.kth.se
Redakteur at Stacken  \ S-168 35  BROMMA  \ T: +46-8-26 52 47
                     \      SWEDEN       \ or +46-733-72 88 11
Procurator Odiosus Ex Infernis                -- poei at bofh.se
Member of the OpenSSL development team: http://www.openssl.org/
Software Engineer, GemPlus:             http://www.gemplus.com/

Unsolicited commercial email is subject to an archival fee of $400.
See <http://www.stacken.kth.se/~levitte/mail/> for more info.

_______________________________________________
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



--
Regards,
Toby Wahlers
Vidiom Systems
toby at vidiom.com
303-604-0800x121
Fax 303-604-0080



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


--
Regards,
Toby Wahlers
Vidiom Systems
toby at vidiom.com
303-604-0800x121
Fax 303-604-0080





From ray at lctn.k12.mn.us  Thu Nov  8 21:40:10 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Thu, 8 Nov 2001 20:40:10 -0600
Subject: [rt-users] newbie needs help
Message-ID: <005b01c168c7$da262c80$a344a43f@xtratyme.com>

I have received a lot of help from Greg, so I want to give him a break. 

I have looked at the docs for setting up email gateway, queues, etc.. but I really don't understand things enough to be confident of  making the necessary changes.

I would appreciate working with someone on this. Greg has helped me get RT installed on RedHat 7.1. I also have configured sendmail via the install-sendmail script. Is there anyone out there that can work with me on this?


Thanks in advance.

Raymond Norton
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From vbartakke at nicusa.com  Fri Nov  9 00:17:35 2001
From: vbartakke at nicusa.com (Vinod Bartakke)
Date: Fri, 9 Nov 2001 10:47:35 +0530
Subject: [rt-users] newbie needs help
References: <005b01c168c7$da262c80$a344a43f@xtratyme.com>
Message-ID: <010a01c168dd$dea2b1f0$010a960a@sysadmin>

Hi Raymond,

I am willing to work on this. Infact I am also stuck up on the same point.
By the way , you said that you used a script install-sendmail to configure sendmail/rt-mailgate. Can you please give the URL of this script ? I want to give it a try.

My problem is: when some User sends an email to rt at mydomain.com and rt-comment at mydomain.com , it is not able to generate a new TICKET in the system. Can somebody help me out please? 
I tried adding to lines in the file /etc/aliases and also created a symlink in /etc/smrsh related to rt: and rt-comment, but no luck.


Thanks and regards,

Vinod
  ----- Original Message ----- 
  From: Raymond Norton 
  To: rt-users at lists.fsck.com 
  Sent: Friday, November 09, 2001 8:10 AM
  Subject: [rt-users] newbie needs help


  I have received a lot of help from Greg, so I want to give him a break. 

  I have looked at the docs for setting up email gateway, queues, etc.. but I really don't understand things enough to be confident of  making the necessary changes.

  I would appreciate working with someone on this. Greg has helped me get RT installed on RedHat 7.1. I also have configured sendmail via the install-sendmail script. Is there anyone out there that can work with me on this?


  Thanks in advance.

  Raymond Norton
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From rspier at pobox.com  Fri Nov  9 02:45:56 2001
From: rspier at pobox.com (Robert Spier)
Date: Thu, 8 Nov 2001 23:45:56 -0800
Subject: [rt-users] ANNOUNCE: StockAnswers 0.1 for RT2
Message-ID: <15339.35252.757460.371937@rls.cx>

Announcing StockAnswers 0.1

StockAnswers for RT is a very simple way to allow your users to insert
"Stock Answers" (or templates, or canned responses, or prewritten
verbiage) into their correspondence.  This might be useful for a
helpdesk type RequestTracker setup where you have common questions and
answers, and don't feel like typing them, or cutting and pasting.

It requires JavaScript to function.

The stock answers are by default just text files, but it's easy to
extend this so the answers can come from anywhere.

You can download it at...
http://www.fsck.com/pub/rt/contrib/2.0/RT-StockAnswers-0.1.tar.README
http://www.fsck.com/pub/rt/contrib/2.0/RT-StockAnswers-0.1.tar.gz

(NOTE, I announced the existence of this about a week ago, and people
have been banging down my door for it.  This release might be a little
rough around the edges.  It works for me - thats all the warranty it
comes with.)

-R





From jesse at bestpractical.com  Fri Nov  9 03:43:47 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Nov 2001 03:43:47 -0500
Subject: [rt-users] SelfService and other hidden bits
In-Reply-To: <3BE92B68.90503CDA@baker.ie>; from david.ryan@baker.ie on Wed, Nov 07, 2001 at 12:39:04PM +0000
References: <3BE92B68.90503CDA@baker.ie>
Message-ID: <20011109034347.D4916@pallas.fsck.com>



On Wed, Nov 07, 2001 at 12:39:04PM +0000, David Ryan wrote:
> The first one is SelfService which was referred to in one of the mails
> and which only seems to appear in the documentation in the FAQ and then
> only as a reference to the fact that it exists and doesn't have
> instructions on how to access it.  From my point of view it gives a more
> usefull look into a users tickets than the normal login.

If a user is automatically created by the mail gateway or 
doesn't have the "Can be granted rights" checkbox, they'll automatically
be shunted to the SelfService UI when they log in. You don't have to
do anything special. Just assign them passwords.


> The second one is the interface presented here -
> http://www.fsck.com/projects/rt/screenshots/ticket.png - is this
> someones customised interface or is it normally available and I just
> can't find it ?

That's the old RT 1.0 UI, as somebody already mentioned.  If you need customized
UI, that's certainly something that we can do.

	-j



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



From dewet at itouchlabs.com  Fri Nov  9 05:35:17 2001
From: dewet at itouchlabs.com (Dewet Diener)
Date: Fri, 9 Nov 2001 12:35:17 +0200
Subject: [rt-users] Searches containing merged tickets
Message-ID: <20011109123517.A7908@itouchlabs.com>

Hi all

The way our manager did her stats for RT1 was to list all tickets in
the DB, and then cut & paste it into Excel, from where she'd make all
perty graphs and things.  Now, to duplicate this in our brand-new RT2
setup, I'm having a bit of a headache...

Firstly, it seems the only way I could get it to list all tickets is to
do a search for "where e-mail address contains @" and set it to
unlimited results.  Two problems manifest with this:

1) It only lists about 1000 tickets.  Actually, the highest number is
1078, but I'm thinking this is caused by gaps in the numbering due to
dead tickets.  Is this hard-limited in any way?

2) It lists merged tickets as all their component tickets...  This
means that tickets 2 and 3, which were merged into 1, is still listed
as ticket 2 and 3.  This has changed from RT1, which only listed the
single combined ticket.  This is the biggest problem, as stats will be
skewed... :-/

I'd like to know if either of these two artifacts are bugs, or intended
operation?  We're currently on 2.0.9pre5, along with
DBIx-SearchBuilder 0.47.  Its running on RedHat 6.2, perl 5.00503 and
mysql 3.23.41.

Dewet

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

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




From piet at wirehub.net  Fri Nov  9 07:22:35 2001
From: piet at wirehub.net (Piet Honkoop)
Date: Fri, 9 Nov 2001 13:22:35 +0100 (CET)
Subject: [rt-users] Followup: trouble with creating a new ticket
Message-ID: <20011109132220.D10851-100000@mefisto.wirehub.nl>

As reported earlier, I had problems with setting up rt 2.0.8_02

Relevant software:
FreeBSD 4.4-stable
Mysql: 3.23.43
RT: 2.0.8_02
DBIx::SearchBuilder 0.47
mod_perl 1.26

What I found out in the end was that for some reason the id field was not
treated correctly. Below is an excerpt from the mysql log where it tries
to insert a ticket. The ticket gets created all right but the
last_insert_id from mysql is never picked up.

Coming from the mysql log:

                     34 Query       INSERT INTO Tickets (Starts, Type,
Priority, Status, Queue, Owner, InitialPriority, FinalPriority, Subject,
Creator, LastUpdatedBy, Created, TimeLeft, TimeWorked, LastUpdated, Due)
VALUES ('2001-11-09 09:41:53', 'ticket', '0', 'new', '1', '2', '0', '0',
'g1', '3', '3', '2001-11-09 09:41:53', '', '', '2001-11-09 09:41:53',
'2001-11-09 09:41:53')
                     34 Query       SELECT  * FROM Tickets WHERE id =
'4294967330'
                     34 Query       UPDATE Tickets SET
EffectiveId='4294967330' WHERE id=NULL


After an extensive search (I can find my way around in perl code, but
that's about it...), I found:

DBIx/SearchBuilder/Handle/mysql.pm

The following changes made:

47c47,48
<           return (undef);
---
>               warn "Error with Insert: ". $self->dbh->errstr;
>           #return (undef);
51c52
<     $self->{'id'}=$self->dbh->{'mysql_insertid'};
---
>     #$self->{'id'}=$self->dbh->{'mysql_insertid'};
54c55
<     unless ($self->{'id'}) {
---
>     # unless ($self->{'id'}) {
56,57c57,58
<     }
<     warn "$self no row id returned on row creation" unless
($self->{'id'});
---
>     #}
>     warn "$self no row id returned on row creation" unless
($self->{'id'}) ;

(admitted, this is the crude way). suppress the warning/return undef and
force the darn thing to get the last_insert_id() after an insert...

But once that was in place, I got the following result:

             50 Query       INSERT INTO Tickets (Starts, Type, Priority,
Status,
 Queue, Owner, FinalPriority, InitialPriority, Subject, Creator,
LastUpdatedBy,
Created, TimeLeft, TimeWorked, LastUpdated, Due) VALUES ('2001-11-09
09:59:59',
'ticket', '0', 'new', '1', '2', '0', '0', 'blabla', '3', '3', '2001-11-09
09:59:
59', '', '', '2001-11-09 09:59:59', '2001-11-09 09:59:59')
             50 Query       SELECT LAST_INSERT_ID()
             50 Query       SELECT  * FROM Tickets WHERE id = '2'
             50 Query       UPDATE Tickets SET EffectiveId='2' WHERE
id='2'

Now everything is working, but of course the origin of trouble lies
elsewhere (otherwise nothing would have worked once it uses
DBIx::SearchBuilder).

Where should I start looking where to find the true origin of this
problem?

P.


-- 

=========================================================================
Wirehub! Internet BV                                  tel. +31 10 2448344
Westzeedijk 487                                       fax. +31 10 2448300
3024 EL Rotterdam                                  http://www.wirehub.net






From jesse at bestpractical.com  Fri Nov  9 11:16:46 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Nov 2001 11:16:46 -0500
Subject: [rt-users] Searches containing merged tickets
In-Reply-To: <20011109123517.A7908@itouchlabs.com>; from dewet@itouchlabs.com on Fri, Nov 09, 2001 at 12:35:17PM +0200
References: <20011109123517.A7908@itouchlabs.com>
Message-ID: <20011109111646.E4916@pallas.fsck.com>

Generally the way I enumerate all tickets is searching for
all tickets that have a status that != dead.   I don't tend to see either
of the bugs you described when doing so.


On Fri, Nov 09, 2001 at 12:35:17PM +0200, Dewet Diener wrote:
> Hi all
> 
> The way our manager did her stats for RT1 was to list all tickets in
> the DB, and then cut & paste it into Excel, from where she'd make all
> perty graphs and things.  Now, to duplicate this in our brand-new RT2
> setup, I'm having a bit of a headache...
> 
> Firstly, it seems the only way I could get it to list all tickets is to
> do a search for "where e-mail address contains @" and set it to
> unlimited results.  Two problems manifest with this:
> 
> 1) It only lists about 1000 tickets.  Actually, the highest number is
> 1078, but I'm thinking this is caused by gaps in the numbering due to
> dead tickets.  Is this hard-limited in any way?
> 
> 2) It lists merged tickets as all their component tickets...  This
> means that tickets 2 and 3, which were merged into 1, is still listed
> as ticket 2 and 3.  This has changed from RT1, which only listed the
> single combined ticket.  This is the biggest problem, as stats will be
> skewed... :-/
> 
> I'd like to know if either of these two artifacts are bugs, or intended
> operation?  We're currently on 2.0.9pre5, along with
> DBIx-SearchBuilder 0.47.  Its running on RedHat 6.2, perl 5.00503 and
> mysql 3.23.41.
> 
> Dewet
> 
> -- 
> Dewet Diener     dewet at itouchlabs.com     -o)
> Systems Administrator     iTouch Labs     / \
> Self-confessed geek and Linux fanatic    _\_v
> 
> SYN! ..... SYN! ACK! ..... ACK!
> The mating call of the internet
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From feargal at thecia.ie  Fri Nov  9 11:21:32 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Fri, 9 Nov 2001 16:21:32 +0000
Subject: [rt-users] Scrip installation blues
In-Reply-To: <200111022057.OAA14734@dresden.garmin.com>
References: <200111022057.OAA14734@dresden.garmin.com>
Message-ID: <20011109162132.1cefad38.feargal@thecia.ie>

Ick! Jesse and I had been discussing the best way to handle user-contributed scrips, and as a result I knocked that together. The original plan was to include it in RT itself at some point. 
I'd sent it to Jesse as a "heres what's been done so far", it really shouldn't have hit the contrib directory at all.

I'll have a go at bringing it up to date over the weekend - It hasn't been touched since RT was in the 1.3 tree, Jesse can you take it out of contrib?

The Autoassign scrip itself should work though.

Check that helgrim.com-AutoAssign.pm is in rt/lib/RT/Action

In mysql, do a 'SELECT name,argument,execmodule FROM scripactions;'
There should be two entries:
name                            argument     execmodule
-------------------------------------------------------------------
helgrim.com-AutoAssignAdminCc | AdminCc    | helgrim.com-AutoAssign
helgrim.com-AutoAssignAnyCc   | AdminCc,Cc | helgrim.com-AutoAssign

If not, update them by hand.

If that's still not working, can you wait till Monday so I can check it out.

-Feargal.:wq

On Fri, 2 Nov 2001 14:58:18 -0600 , "Beachey, Kendric" <Kendric.Beachey at garmin.com> wrote:

> I'm trying to install Feargal's auto assign scrip from the contrib area on
> fsck.com.
> 
> I'm behind a firewall that requires authentication, so Feargal's "rt-scrips"
> script couldn't retrieve the scrip, so I had to grab it myself.
> I made sure to install Archive::Tar, but rt-scrips still complained that it
> couldn't uncompress the archive, so I did that myself too.
> 
> Then (I'm full of problems today!) rt-scrips wouldn't quit trying to
> uncompress the archive, so I short-circuited that part of the script.
> 
> Now rt-scrips would happily install the modules into place.  It was nice to
> see something working.  :-)  But to get the data to install, I had to strip
> out all of the rt-scrips script except the data installation part, and
> hardwire a couple of strings.  But it finally did get the data installed:
> 
> [root at zimmerdale helgrim.com-AutoAssign]# /opt/rt2/bin/kb-rt-scrips
> helgrim.com-AutoAssign
> Adding ScripActions...11.12.done.
> Adding ScripConditions...done.
> Adding templates...8.done.
> [root at zimmerdale helgrim.com-AutoAssign]#
> 
> I created an auto-assign scrip on a queue that had a watcher and tried
> creating a ticket.  The ticket creates OK but nobody was auto-assigned to
> it.  I checked the error log and found stuff like this:
> 
> Can't locate RT/Action/.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
> /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
> /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1
> /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
> /usr/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at
> (eval 626) line 3, <GEN322> line 271.
> Require of RT::Action:: failed.
> Can't locate RT/Action/.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
> /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
> /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1
> /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
> /usr/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at
> (eval 626) line 3, <GEN322> line 271.
> 
> Hmmm, sounds like the name of the script might be missing somewhere.  It
> seems like it should be looking for "RT/Action/__something__.pm" instead of
> leaving the __something__ blank.
> 
> I went into MySQL and looked around, and things look (as near as I would
> know to recognize) like they should work.  But obviously something's out of
> place.  Anyone got any suggestions for what might be amiss?
> 
> BTW, since there isn't much about this on the website, I would like to
> volunteer to write up a HOWTO for scrip installation, provided I end up
> learning how it's done.
> 
> --
> Kendric Beachey
>  
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


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

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




From jesse at bestpractical.com  Fri Nov  9 11:22:26 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Nov 2001 11:22:26 -0500
Subject: [rt-users] Scrip installation blues
In-Reply-To: <20011109162132.1cefad38.feargal@thecia.ie>; from feargal@thecia.ie on Fri, Nov 09, 2001 at 04:21:32PM +0000
References: <200111022057.OAA14734@dresden.garmin.com> <20011109162132.1cefad38.feargal@thecia.ie>
Message-ID: <20011109112226.G4916@pallas.fsck.com>

Sure. I'll yank it.

On Fri, Nov 09, 2001 at 04:21:32PM +0000, Feargal Reilly wrote:
> Ick! Jesse and I had been discussing the best way to handle user-contributed scrips, and as a result I knocked that together. The original plan was to include it in RT itself at some point. 
> I'd sent it to Jesse as a "heres what's been done so far", it really shouldn't have hit the contrib directory at all.
> 
> I'll have a go at bringing it up to date over the weekend - It hasn't been touched since RT was in the 1.3 tree, Jesse can you take it out of contrib?
> 
> The Autoassign scrip itself should work though.
> 
> Check that helgrim.com-AutoAssign.pm is in rt/lib/RT/Action
> 
> In mysql, do a 'SELECT name,argument,execmodule FROM scripactions;'
> There should be two entries:
> name                            argument     execmodule
> -------------------------------------------------------------------
> helgrim.com-AutoAssignAdminCc | AdminCc    | helgrim.com-AutoAssign
> helgrim.com-AutoAssignAnyCc   | AdminCc,Cc | helgrim.com-AutoAssign
> 
> If not, update them by hand.
> 
> If that's still not working, can you wait till Monday so I can check it out.
> 
> -Feargal.:wq
> 
> On Fri, 2 Nov 2001 14:58:18 -0600 , "Beachey, Kendric" <Kendric.Beachey at garmin.com> wrote:
> 
> > I'm trying to install Feargal's auto assign scrip from the contrib area on
> > fsck.com.
> > 
> > I'm behind a firewall that requires authentication, so Feargal's "rt-scrips"
> > script couldn't retrieve the scrip, so I had to grab it myself.
> > I made sure to install Archive::Tar, but rt-scrips still complained that it
> > couldn't uncompress the archive, so I did that myself too.
> > 
> > Then (I'm full of problems today!) rt-scrips wouldn't quit trying to
> > uncompress the archive, so I short-circuited that part of the script.
> > 
> > Now rt-scrips would happily install the modules into place.  It was nice to
> > see something working.  :-)  But to get the data to install, I had to strip
> > out all of the rt-scrips script except the data installation part, and
> > hardwire a couple of strings.  But it finally did get the data installed:
> > 
> > [root at zimmerdale helgrim.com-AutoAssign]# /opt/rt2/bin/kb-rt-scrips
> > helgrim.com-AutoAssign
> > Adding ScripActions...11.12.done.
> > Adding ScripConditions...done.
> > Adding templates...8.done.
> > [root at zimmerdale helgrim.com-AutoAssign]#
> > 
> > I created an auto-assign scrip on a queue that had a watcher and tried
> > creating a ticket.  The ticket creates OK but nobody was auto-assigned to
> > it.  I checked the error log and found stuff like this:
> > 
> > Can't locate RT/Action/.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
> > /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
> > /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1
> > /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
> > /usr/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at
> > (eval 626) line 3, <GEN322> line 271.
> > Require of RT::Action:: failed.
> > Can't locate RT/Action/.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
> > /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
> > /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1
> > /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
> > /usr/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at
> > (eval 626) line 3, <GEN322> line 271.
> > 
> > Hmmm, sounds like the name of the script might be missing somewhere.  It
> > seems like it should be looking for "RT/Action/__something__.pm" instead of
> > leaving the __something__ blank.
> > 
> > I went into MySQL and looked around, and things look (as near as I would
> > know to recognize) like they should work.  But obviously something's out of
> > place.  Anyone got any suggestions for what might be amiss?
> > 
> > BTW, since there isn't much about this on the website, I would like to
> > volunteer to write up a HOWTO for scrip installation, provided I end up
> > learning how it's done.
> > 
> > --
> > Kendric Beachey
> >  
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> 
> -- 
> Feargal Reilly,                        | Communications House, 
> Systems Administrator.                 | 1a Lower Pembroke Street,
> The CIA - http://www.thecia.ie/        | Dublin 2,
> Ph: +353-1-6768230 Fax: +353-1-6767720 | Ireland.
> 
> PGP fingerprint: 9EA0 F62E 2345 6062 E522 00F2 31D0 B1B0 D678 96DB
> 
> 

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



From jesse at bestpractical.com  Fri Nov  9 11:27:14 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Nov 2001 11:27:14 -0500
Subject: [rt-users] Followup: trouble with creating a new ticket
In-Reply-To: <20011109132220.D10851-100000@mefisto.wirehub.nl>; from piet@wirehub.net on Fri, Nov 09, 2001 at 01:22:35PM +0100
References: <20011109132220.D10851-100000@mefisto.wirehub.nl>
Message-ID: <20011109112714.H4916@pallas.fsck.com>

What rev of DBD::mysql do you have installed? there was a bug in some earlier
versions that caused it to fail sort of badly when asked for insert_id.

Also, I'd love to see your patch presented as a unified diff. It would be much
easier for me to eyeball ;)


	Thanks very much,
	Jesse


On Fri, Nov 09, 2001 at 01:22:35PM +0100, Piet Honkoop wrote:
> 
> As reported earlier, I had problems with setting up rt 2.0.8_02
> 
> Relevant software:
> FreeBSD 4.4-stable
> Mysql: 3.23.43
> RT: 2.0.8_02
> DBIx::SearchBuilder 0.47
> mod_perl 1.26
> 
> What I found out in the end was that for some reason the id field was not
> treated correctly. Below is an excerpt from the mysql log where it tries
> to insert a ticket. The ticket gets created all right but the
> last_insert_id from mysql is never picked up.
> 
> Coming from the mysql log:
> 
>                      34 Query       INSERT INTO Tickets (Starts, Type,
> Priority, Status, Queue, Owner, InitialPriority, FinalPriority, Subject,
> Creator, LastUpdatedBy, Created, TimeLeft, TimeWorked, LastUpdated, Due)
> VALUES ('2001-11-09 09:41:53', 'ticket', '0', 'new', '1', '2', '0', '0',
> 'g1', '3', '3', '2001-11-09 09:41:53', '', '', '2001-11-09 09:41:53',
> '2001-11-09 09:41:53')
>                      34 Query       SELECT  * FROM Tickets WHERE id =
> '4294967330'
>                      34 Query       UPDATE Tickets SET
> EffectiveId='4294967330' WHERE id=NULL
> 
> 
> After an extensive search (I can find my way around in perl code, but
> that's about it...), I found:
> 
> DBIx/SearchBuilder/Handle/mysql.pm
> 
> The following changes made:
> 
> 47c47,48
> <           return (undef);
> ---
> >               warn "Error with Insert: ". $self->dbh->errstr;
> >           #return (undef);
> 51c52
> <     $self->{'id'}=$self->dbh->{'mysql_insertid'};
> ---
> >     #$self->{'id'}=$self->dbh->{'mysql_insertid'};
> 54c55
> <     unless ($self->{'id'}) {
> ---
> >     # unless ($self->{'id'}) {
> 56,57c57,58
> <     }
> <     warn "$self no row id returned on row creation" unless
> ($self->{'id'});
> ---
> >     #}
> >     warn "$self no row id returned on row creation" unless
> ($self->{'id'}) ;
> 
> (admitted, this is the crude way). suppress the warning/return undef and
> force the darn thing to get the last_insert_id() after an insert...
> 
> But once that was in place, I got the following result:
> 
>              50 Query       INSERT INTO Tickets (Starts, Type, Priority,
> Status,
>  Queue, Owner, FinalPriority, InitialPriority, Subject, Creator,
> LastUpdatedBy,
> Created, TimeLeft, TimeWorked, LastUpdated, Due) VALUES ('2001-11-09
> 09:59:59',
> 'ticket', '0', 'new', '1', '2', '0', '0', 'blabla', '3', '3', '2001-11-09
> 09:59:
> 59', '', '', '2001-11-09 09:59:59', '2001-11-09 09:59:59')
>              50 Query       SELECT LAST_INSERT_ID()
>              50 Query       SELECT  * FROM Tickets WHERE id = '2'
>              50 Query       UPDATE Tickets SET EffectiveId='2' WHERE
> id='2'
> 
> Now everything is working, but of course the origin of trouble lies
> elsewhere (otherwise nothing would have worked once it uses
> DBIx::SearchBuilder).
> 
> Where should I start looking where to find the true origin of this
> problem?
> 
> P.
> 
> 
> -- 
> 
> =========================================================================
> Wirehub! Internet BV                                  tel. +31 10 2448344
> Westzeedijk 487                                       fax. +31 10 2448300
> 3024 EL Rotterdam                                  http://www.wirehub.net
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From reda at jetty.rutgers.edu  Fri Nov  9 13:03:50 2001
From: reda at jetty.rutgers.edu (Frank J. Reda)
Date: Fri, 9 Nov 2001 13:03:50 -0500
Subject: [rt-users] Restoring 'privileged access'
References: <002501c167e7$d41a8a60$1601a8c0@cc590795a2>
Message-ID: <003801c16948$e315c0e0$08aee6a5@rutgers.edu>

OK - thanks for all of the advice - but none of it worked.

I went in through MySQL and found that both the privileged and disabled fields
needed to be changed.

That seems to have fixed the problem.

FRank

----- Original Message -----
From: "Frank J. Reda" <reda at jetty.rutgers.edu>
To: <rt-users at lists.fsck.com>
Sent: Wednesday, November 07, 2001 6:56 PM
Subject: [rt-users] Restoring 'privileged access'


> I mistakenly unchecked a user's ability to 'be granted rights'.  In trying
> to restore the right,  I can't seem to find their name in
> 'Configuration/Users'.  Is there any way to restore them to privileged
> status through the UI?
>
>
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From piet at wirehub.net  Fri Nov  9 13:07:46 2001
From: piet at wirehub.net (Piet Honkoop)
Date: Fri, 9 Nov 2001 19:07:46 +0100 (CET)
Subject: [rt-users] Followup: trouble with creating a new ticket
In-Reply-To: <20011109112714.H4916@pallas.fsck.com>
Message-ID: <20011109185357.N11144-100000@mefisto.wirehub.nl>

On Fri, 9 Nov 2001, Jesse Vincent wrote:

>
> What rev of DBD::mysql do you have installed? there was a bug in some earlier
> versions that caused it to fail sort of badly when asked for insert_id.
>

DBD-mysql-2.1003

> Also, I'd love to see your patch presented as a unified diff. It would be much
> easier for me to eyeball ;)
>

Mwah ;) it doesn't deserve the term patch I'm afraid... But:

--- /usr/local/share/cpan/build/DBIx-SearchBuilder-0.47/SearchBuilder/Handle/mysql.pm   Fri Nov  9 19:01:41 2001
+++ /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle/mysql.pm    Fri Nov  9 10:59:16 2001
@@ -44,17 +44,18 @@
                die "Error with Insert: ". $self->dbh->errstr;
       }
        else {
-           return (undef);
+               warn "Error with Insert: ". $self->dbh->errstr;
+           #return (undef);
        }
      }

-    $self->{'id'}=$self->dbh->{'mysql_insertid'};
+    #$self->{'id'}=$self->dbh->{'mysql_insertid'};
     # Yay. we get to work around mysql_insertid being null some of the time :/

-    unless ($self->{'id'}) {
+    # unless ($self->{'id'}) {
        $self->{'id'} =  $self->FetchResult('SELECT LAST_INSERT_ID()');
-    }
-    warn "$self no row id returned on row creation" unless ($self->{'id'});
+    #}
+    warn "$self no row id returned on row creation" unless ($self->{'id'}) ;
     return( $self->{'id'}); #Add Succeded. return the id
   }



As you can see, no coding, just chopping away; too many tests before we
get to the point. The id returned originally went negative (unsigned near
the limit). Now I don't know whether this is a problem in mysql or in the
DBD/DBIx combination, but still. It cost me a good few days to get to the
point where I could fix it and start testing ...


Thanks & good luck!

Piet


>
> 	Thanks very much,
> 	Jesse
>
>
> On Fri, Nov 09, 2001 at 01:22:35PM +0100, Piet Honkoop wrote:
> >
> > As reported earlier, I had problems with setting up rt 2.0.8_02
> >
> > Relevant software:
> > FreeBSD 4.4-stable
> > Mysql: 3.23.43
> > RT: 2.0.8_02
> > DBIx::SearchBuilder 0.47
> > mod_perl 1.26
> >
> > What I found out in the end was that for some reason the id field was not
> > treated correctly. Below is an excerpt from the mysql log where it tries
> > to insert a ticket. The ticket gets created all right but the
> > last_insert_id from mysql is never picked up.
> >
> > Coming from the mysql log:
> >
> >                      34 Query       INSERT INTO Tickets (Starts, Type,
> > Priority, Status, Queue, Owner, InitialPriority, FinalPriority, Subject,
> > Creator, LastUpdatedBy, Created, TimeLeft, TimeWorked, LastUpdated, Due)
> > VALUES ('2001-11-09 09:41:53', 'ticket', '0', 'new', '1', '2', '0', '0',
> > 'g1', '3', '3', '2001-11-09 09:41:53', '', '', '2001-11-09 09:41:53',
> > '2001-11-09 09:41:53')
> >                      34 Query       SELECT  * FROM Tickets WHERE id =
> > '4294967330'
> >                      34 Query       UPDATE Tickets SET
> > EffectiveId='4294967330' WHERE id=NULL
> >
> >
> > After an extensive search (I can find my way around in perl code, but
> > that's about it...), I found:
> >
> > DBIx/SearchBuilder/Handle/mysql.pm
> >
> > The following changes made:
> >
> > 47c47,48
> > <           return (undef);
> > ---
> > >               warn "Error with Insert: ". $self->dbh->errstr;
> > >           #return (undef);
> > 51c52
> > <     $self->{'id'}=$self->dbh->{'mysql_insertid'};
> > ---
> > >     #$self->{'id'}=$self->dbh->{'mysql_insertid'};
> > 54c55
> > <     unless ($self->{'id'}) {
> > ---
> > >     # unless ($self->{'id'}) {
> > 56,57c57,58
> > <     }
> > <     warn "$self no row id returned on row creation" unless
> > ($self->{'id'});
> > ---
> > >     #}
> > >     warn "$self no row id returned on row creation" unless
> > ($self->{'id'}) ;
> >
> > (admitted, this is the crude way). suppress the warning/return undef and
> > force the darn thing to get the last_insert_id() after an insert...
> >
> > But once that was in place, I got the following result:
> >
> >              50 Query       INSERT INTO Tickets (Starts, Type, Priority,
> > Status,
> >  Queue, Owner, FinalPriority, InitialPriority, Subject, Creator,
> > LastUpdatedBy,
> > Created, TimeLeft, TimeWorked, LastUpdated, Due) VALUES ('2001-11-09
> > 09:59:59',
> > 'ticket', '0', 'new', '1', '2', '0', '0', 'blabla', '3', '3', '2001-11-09
> > 09:59:
> > 59', '', '', '2001-11-09 09:59:59', '2001-11-09 09:59:59')
> >              50 Query       SELECT LAST_INSERT_ID()
> >              50 Query       SELECT  * FROM Tickets WHERE id = '2'
> >              50 Query       UPDATE Tickets SET EffectiveId='2' WHERE
> > id='2'
> >
> > Now everything is working, but of course the origin of trouble lies
> > elsewhere (otherwise nothing would have worked once it uses
> > DBIx::SearchBuilder).
> >
> > Where should I start looking where to find the true origin of this
> > problem?
> >
> > P.
> >
> >
> > --
> >
> > =========================================================================
> > Wirehub! Internet BV                                  tel. +31 10 2448344
> > Westzeedijk 487                                       fax. +31 10 2448300
> > 3024 EL Rotterdam                                  http://www.wirehub.net
> >
> >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
>

-- 

=========================================================================
Wirehub! Internet BV                                  tel. +31 10 2448344
Westzeedijk 487                                       fax. +31 10 2448300
3024 EL Rotterdam                                  http://www.wirehub.net





From jesse at bestpractical.com  Fri Nov  9 13:22:45 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Nov 2001 13:22:45 -0500
Subject: [rt-users] Restoring 'privileged access'
In-Reply-To: <003801c16948$e315c0e0$08aee6a5@rutgers.edu>; from reda@jetty.rutgers.edu on Fri, Nov 09, 2001 at 01:03:50PM -0500
References: <002501c167e7$d41a8a60$1601a8c0@cc590795a2> <003801c16948$e315c0e0$08aee6a5@rutgers.edu>
Message-ID: <20011109132245.K4916@pallas.fsck.com>

Ah. yes. if you'd _disabled_ the user, they wouldn't show up in the listings.
2.0.9 adds the ability to search for disabled users.


On Fri, Nov 09, 2001 at 01:03:50PM -0500, Frank J. Reda wrote:
> OK - thanks for all of the advice - but none of it worked.
> 
> I went in through MySQL and found that both the privileged and disabled fields
> needed to be changed.
> 
> That seems to have fixed the problem.
> 
> FRank
> 
> ----- Original Message -----
> From: "Frank J. Reda" <reda at jetty.rutgers.edu>
> To: <rt-users at lists.fsck.com>
> Sent: Wednesday, November 07, 2001 6:56 PM
> Subject: [rt-users] Restoring 'privileged access'
> 
> 
> > I mistakenly unchecked a user's ability to 'be granted rights'.  In trying
> > to restore the right,  I can't seem to find their name in
> > 'Configuration/Users'.  Is there any way to restore them to privileged
> > status through the UI?
> >
> >
> >
> >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Fri Nov  9 13:17:33 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Nov 2001 13:17:33 -0500
Subject: [rt-users] Followup: trouble with creating a new ticket
In-Reply-To: <20011109185357.N11144-100000@mefisto.wirehub.nl>; from piet@wirehub.net on Fri, Nov 09, 2001 at 07:07:46PM +0100
References: <20011109112714.H4916@pallas.fsck.com> <20011109185357.N11144-100000@mefisto.wirehub.nl>
Message-ID: <20011109131733.J4916@pallas.fsck.com>

On Fri, Nov 09, 2001 at 07:07:46PM +0100, Piet Honkoop wrote:
> On Fri, 9 Nov 2001, Jesse Vincent wrote:
> 
> >
> > What rev of DBD::mysql do you have installed? there was a bug in some earlier
> > versions that caused it to fail sort of badly when asked for insert_id.
> >
> 
> DBD-mysql-2.1003


Ok. I've actually seen this bug when some versions of mysql's libs aren't matched properly to the mysql DBD.  FWIW, that version of DBD::mysql is the 
beta that you shouldn't be using in production...

ftp://ftp.funet.fi/pub/languages/perl/CPAN/authors/id/JWIED/Msql-Mysql-modules-1.2219.tar.gz   is the current production driver.


> 
> > Also, I'd love to see your patch presented as a unified diff. It would be much
> > easier for me to eyeball ;)
> >
> 
> Mwah ;) it doesn't deserve the term patch I'm afraid... But:
> 
> --- /usr/local/share/cpan/build/DBIx-SearchBuilder-0.47/SearchBuilder/Handle/mysql.pm   Fri Nov  9 19:01:41 2001
> +++ /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle/mysql.pm    Fri Nov  9 10:59:16 2001
> @@ -44,17 +44,18 @@
>                 die "Error with Insert: ". $self->dbh->errstr;
>        }
>         else {
> -           return (undef);
> +               warn "Error with Insert: ". $self->dbh->errstr;
> +           #return (undef);
>         }
>       }
> 
> -    $self->{'id'}=$self->dbh->{'mysql_insertid'};
> +    #$self->{'id'}=$self->dbh->{'mysql_insertid'};
>      # Yay. we get to work around mysql_insertid being null some of the time :/
> 
> -    unless ($self->{'id'}) {
> +    # unless ($self->{'id'}) {
>         $self->{'id'} =  $self->FetchResult('SELECT LAST_INSERT_ID()');
> -    }
> -    warn "$self no row id returned on row creation" unless ($self->{'id'});
> +    #}
> +    warn "$self no row id returned on row creation" unless ($self->{'id'}) ;
>      return( $self->{'id'}); #Add Succeded. return the id
>    }
> 
> 
> 
> As you can see, no coding, just chopping away; too many tests before we
> get to the point. The id returned originally went negative (unsigned near
> the limit). Now I don't know whether this is a problem in mysql or in the
> DBD/DBIx combination, but still. It cost me a good few days to get to the
> point where I could fix it and start testing ...
> 
> 
> Thanks & good luck!
> 
> Piet
> 
> 
> >
> > 	Thanks very much,
> > 	Jesse
> >
> >
> > On Fri, Nov 09, 2001 at 01:22:35PM +0100, Piet Honkoop wrote:
> > >
> > > As reported earlier, I had problems with setting up rt 2.0.8_02
> > >
> > > Relevant software:
> > > FreeBSD 4.4-stable
> > > Mysql: 3.23.43
> > > RT: 2.0.8_02
> > > DBIx::SearchBuilder 0.47
> > > mod_perl 1.26
> > >
> > > What I found out in the end was that for some reason the id field was not
> > > treated correctly. Below is an excerpt from the mysql log where it tries
> > > to insert a ticket. The ticket gets created all right but the
> > > last_insert_id from mysql is never picked up.
> > >
> > > Coming from the mysql log:
> > >
> > >                      34 Query       INSERT INTO Tickets (Starts, Type,
> > > Priority, Status, Queue, Owner, InitialPriority, FinalPriority, Subject,
> > > Creator, LastUpdatedBy, Created, TimeLeft, TimeWorked, LastUpdated, Due)
> > > VALUES ('2001-11-09 09:41:53', 'ticket', '0', 'new', '1', '2', '0', '0',
> > > 'g1', '3', '3', '2001-11-09 09:41:53', '', '', '2001-11-09 09:41:53',
> > > '2001-11-09 09:41:53')
> > >                      34 Query       SELECT  * FROM Tickets WHERE id =
> > > '4294967330'
> > >                      34 Query       UPDATE Tickets SET
> > > EffectiveId='4294967330' WHERE id=NULL
> > >
> > >
> > > After an extensive search (I can find my way around in perl code, but
> > > that's about it...), I found:
> > >
> > > DBIx/SearchBuilder/Handle/mysql.pm
> > >
> > > The following changes made:
> > >
> > > 47c47,48
> > > <           return (undef);
> > > ---
> > > >               warn "Error with Insert: ". $self->dbh->errstr;
> > > >           #return (undef);
> > > 51c52
> > > <     $self->{'id'}=$self->dbh->{'mysql_insertid'};
> > > ---
> > > >     #$self->{'id'}=$self->dbh->{'mysql_insertid'};
> > > 54c55
> > > <     unless ($self->{'id'}) {
> > > ---
> > > >     # unless ($self->{'id'}) {
> > > 56,57c57,58
> > > <     }
> > > <     warn "$self no row id returned on row creation" unless
> > > ($self->{'id'});
> > > ---
> > > >     #}
> > > >     warn "$self no row id returned on row creation" unless
> > > ($self->{'id'}) ;
> > >
> > > (admitted, this is the crude way). suppress the warning/return undef and
> > > force the darn thing to get the last_insert_id() after an insert...
> > >
> > > But once that was in place, I got the following result:
> > >
> > >              50 Query       INSERT INTO Tickets (Starts, Type, Priority,
> > > Status,
> > >  Queue, Owner, FinalPriority, InitialPriority, Subject, Creator,
> > > LastUpdatedBy,
> > > Created, TimeLeft, TimeWorked, LastUpdated, Due) VALUES ('2001-11-09
> > > 09:59:59',
> > > 'ticket', '0', 'new', '1', '2', '0', '0', 'blabla', '3', '3', '2001-11-09
> > > 09:59:
> > > 59', '', '', '2001-11-09 09:59:59', '2001-11-09 09:59:59')
> > >              50 Query       SELECT LAST_INSERT_ID()
> > >              50 Query       SELECT  * FROM Tickets WHERE id = '2'
> > >              50 Query       UPDATE Tickets SET EffectiveId='2' WHERE
> > > id='2'
> > >
> > > Now everything is working, but of course the origin of trouble lies
> > > elsewhere (otherwise nothing would have worked once it uses
> > > DBIx::SearchBuilder).
> > >
> > > Where should I start looking where to find the true origin of this
> > > problem?
> > >
> > > P.
> > >
> > >
> > > --
> > >
> > > =========================================================================
> > > Wirehub! Internet BV                                  tel. +31 10 2448344
> > > Westzeedijk 487                                       fax. +31 10 2448300
> > > 3024 EL Rotterdam                                  http://www.wirehub.net
> > >
> > >
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> >
> >
> 
> -- 
> 
> =========================================================================
> Wirehub! Internet BV                                  tel. +31 10 2448344
> Westzeedijk 487                                       fax. +31 10 2448300
> 3024 EL Rotterdam                                  http://www.wirehub.net
> 
> 
> 

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



From piet at wirehub.net  Fri Nov  9 13:28:59 2001
From: piet at wirehub.net (Piet Honkoop)
Date: Fri, 9 Nov 2001 19:28:59 +0100 (CET)
Subject: [rt-users] Followup: trouble with creating a new ticket
In-Reply-To: <20011109131733.J4916@pallas.fsck.com>
Message-ID: <20011109192202.Q11144-100000@mefisto.wirehub.nl>

On Fri, 9 Nov 2001, Jesse Vincent wrote:

>
> On Fri, Nov 09, 2001 at 07:07:46PM +0100, Piet Honkoop wrote:
> > On Fri, 9 Nov 2001, Jesse Vincent wrote:
> >
> > >
> > > What rev of DBD::mysql do you have installed? there was a bug in some earlier
> > > versions that caused it to fail sort of badly when asked for insert_id.
> > >
> >
> > DBD-mysql-2.1003
>
>
> Ok. I've actually seen this bug when some versions of mysql's libs aren't matched properly to the mysql DBD.  FWIW, that version of DBD::mysql is the
> beta that you shouldn't be using in production...
>
> ftp://ftp.funet.fi/pub/languages/perl/CPAN/authors/id/JWIED/Msql-Mysql-modules-1.2219.tar.gz   is the current production driver.
>

Hmmmm, running a make test on that one results in 15 out of 17 test
scripts failing; perl dumping core each and every occasion. Seems we're
getting somewhere (hipdeep in...).

Now this is a system-installed perl set so I'd guess it has something to
do with installed libs/modules. How can I find out something like that (as
said: I can read a bit of perl, that's it :( )

Thanks,

Piet

-- 

=========================================================================
Wirehub! Internet BV                                  tel. +31 10 2448344
Westzeedijk 487                                       fax. +31 10 2448300
3024 EL Rotterdam                                  http://www.wirehub.net






From damian at sentex.net  Fri Nov  9 13:53:41 2001
From: damian at sentex.net (Damian Gerow)
Date: Fri, 09 Nov 2001 13:53:41 -0500
Subject: [rt-users] Searching merged tickets display
Message-ID: <5.1.0.14.2.20011109133126.032e37f8@marble.sentex.ca>

A user e-mailed in five tickets, all on the same topic.  I merged them, 
sequentially, in to one ticket.  When doing a search for the requestor, all 
six merged tickets have their status as 'resolved', while the final ticket 
is marked 'stalled'.

So...

2434->2435
2435->2446
2436->2437
2437->2438

Tickets 2434-2437, inclusive, have their status as 'resolved'.  Ticket 2438 
is marked as 'stalled', properly.

As well, I changed the queue from 'Abuse' to 'Support' once everything was 
merged.  So ticket 2438 is marked properly as being in the queue 'Support', 
but all the other tickets are still in 'Abuse'.

My uneducated guess is that certain parts of the Search display code aren't 
following the effectiveid completely and continue to read the properties of 
the ticket from that ticket.  But that's completely uneducated, and without 
looking at any code.

If I actually open the ticket, everything is displayed properly.

And the vitals:

DB: PostgreSQL 7.1.3
RT: 2.0.8




From rick at deepskies.com  Fri Nov  9 16:25:35 2001
From: rick at deepskies.com (Rick Towns)
Date: Fri, 9 Nov 2001 16:25:35 -0500
Subject: [rt-users] mod_perl solution
Message-ID: <014001c16965$1bb5b0b0$1946e1cc@city.barrie.on.ca>

This may have already been covered, and it may be a bit off topic, but I had
a terrible time getting mod_perl to compile and install with Apache - this
in turn caused my RT2 installation to fail. The root of the problem is with
a Perl module called LWP:


From agould at aslab.com  Fri Nov  9 19:49:41 2001
From: agould at aslab.com (Ashley Gould)
Date: Fri, 9 Nov 2001 16:49:41 -0800
Subject: [rt-users] Staffan Larsen's  Attachements in correspondence
Message-ID: <20011109164941.H25061@dagda.aslab.com>

I'm trying to use Staffan Larsen's package
RT::Action::NotifyWithAttachment Which enables sending attachements from
within RT.  I just don't have the grasp of using perl objects well
enough to see how this plugs in.  I've inclused the pm and some comments
about it below.

What I don't get is Where in RT  would the call to 
NotifyWithAttachment::Prepare take place.  Which module
calls Prepare or imports NotifyWithAttachment?  Or what?

Basically, how do I make this work?

This is in 2.0.8

ashley





Subject: Re: [rt-users] Attachements in correspondence



> looking at RT::Action::Notify, I see it ISA RT::Action::SendMessage.
> SendMessage has a bunch of methods and it looks as if the Commit()
method
> actually pulls the parts together and creates the message.  Am I on
the right
> track to override RT::Action::Notify::Commit() to put together the
> appropriate MIME headers and attach the content from some parts of the
> $self object?  Not being a Mason hack, I'm not sure from where I'd
> pull the CGI upload contents here.
>


You're right that Notify ISA SendMessage.  You actually want to override
Prepare. (If Prepare succeeds, the scrips system calls Commit).

So, create NotifyWithAttachments.

set a sub Prepare that
        calls SUPER::Prepare.

        if that returns true, iterate through
$self->TransactionObj->Attachments
        and add them to $self->TemplateObj->MIMEObj.

        (TransactionObj is an RT::Transaction object which already has
all of
        this transaction's attachments already attached.  MIMEObj is a
        MIME::Entity.)


is that enough to get going?


------

Thanks for getting me going, Jesse. Attached is an implementation of
your
ideas. My knowledge of RT in particular and Perl in general is not what
it should be so please take a look for any obvious errors. I have run
this sucessfully with RT 2.0.7.

Regards,
/Staffan Larsen


# Includes transaction attachments in email sent out.
# Author: Staffan Larsen (staffan_larsen at appeal_se (replace all _))
# Idea: Jesse Vincent (jesse at bestpractical.com)

package RT::Action::NotifyWithAttachment;
require RT::Action::SendEmail;
require RT::Action::Notify;
@ISA = qw(RT::Action::Notify);

# {{{ sub Prepare

=head2 Prepare

    From email from Jesse:
        calls SUPER::Prepare.

        if that returns true, iterate through
        $self->TransactionObj->Attachments and add them to
        $self->TemplateObj->MIMEObj.

        (TransactionObj is an RT::Transaction object which already has
        all of this transaction.s attachments already attached.
        MIMEObj is a MIME::Entity.)

=cut


sub Prepare {
  my $self = shift;

  $self->SUPER::Prepare() || return 0;

  my $attachments = $self->TransactionObj->Attachments;
  $attachments->GotoFirstItem;

  my $cnt = $attachments->Count;
  $RT::Logger->debug("$self: Adding $cnt atts.\n");

  # skip the first one, it is already attached
  # Why do I have to skip two?
  $attachments->GotoItem(2);

  while (my $message=$attachments->Next) {
      next unless ($message->Content);

      my $fname = $message->Filename;
      $fname =~ s/.*(\\|\/)//g;
      $RT::Logger->debug("$self: Adding attachment $fname.\n");

      $self->TemplateObj->MIMEObj->attach(Data => $message->Content,
                                          Type => $message->ContentType,
                                          Encoding => "base64",
                                          Description => $fname,
                                          Disposisiton => "attachment",
                                          Filename => $fname);

  }

  return 1;
}

# }}}








From ray at lctn.k12.mn.us  Sat Nov 10 08:15:05 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Sat, 10 Nov 2001 07:15:05 -0600
Subject: [rt-users] need help setting up email portion
Message-ID: <013f01c169e9$b6fcc5c0$a344a43f@xtratyme.com>

I have received a lot of help from Greg, so I want to give him a break. 

I have looked at the docs for setting up email gateway, queues, etc.. but I really don't understand things enough to be confident of  making the necessary changes.

I would appreciate working with someone on this. Greg has helped me get RT installed on RedHat 7.1. I also have configured sendmail via the install-sendmail script. Is there anyone out there that can work with me on this?


Thanks in advance.

Raymond Norton
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From gjjc at rubberplant.freeserve.co.uk  Sat Nov 10 08:18:13 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Sat, 10 Nov 2001 13:18:13 +0000
Subject: [rt-users] Losing post'ed data - fix.
Message-ID: <3BED2915.192A8E0@rubberplant.freeserve.co.uk>

Dear all

Referance a few weeks ago people with thier own mixes of perl and rt etc
and had to change all post methods to gets, well this sorts the problem:

On arround line 17 of webmux change from - to:

-use HTML::Mason::ApacheHandler (args_method => 'CGI');
+use HTML::Mason::ApacheHandler (args_method => 'mod_perl');

Jesse - can this be patched in CVS ?

This is not my fix - but was found by a client of mine!

Thanks

Greg



From ray at lctn.k12.mn.us  Sat Nov 10 11:14:13 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Sat, 10 Nov 2001 10:14:13 -0600
Subject: [rt-users] system error when creating queues
Message-ID: <019201c16a02$bd3795a0$a344a43f@xtratyme.com>

System error
 
while serving rt.lctn.k12.mn.us /Admin/Queues/Modify.html
error while executing /Admin/Queues/Modify.html [standard]:
Bizarre copy of HASH in aassign at /usr/lib/perl5/5.6.0/Carp/Heavy.pm line 79, <GEN8> line 70.

backtrace: /Admin/Queues/Modify.html [standard] <= /autohandler [standard]
 
Thanks in advance
 
Raymond


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From ray at lctn.k12.mn.us  Sat Nov 10 11:31:57 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Sat, 10 Nov 2001 10:31:57 -0600
Subject: [rt-users] rt mail returned with error
Message-ID: <01b601c16a05$37290360$a344a43f@xtratyme.com>

I added what I thought was correct syntax in /etc/aliases

|/opt/rt2/bin/rt-mailgate --queue Office --action correspond
|/opt/rt2/bin/rt-mailgate --queue Office --action comment

I am using a new version of Sendmail if that has to be taken into consideration.

This is the returned mail I get:

The original message was received at Sat, 10 Nov 2001 11:14:09 -0600
from [204.220.56.3]

   ----- The following addresses had permanent fatal errors -----
|/opt/rt2/bin/rt-mailgate --queue general --action correspond
    (reason: service unavailable)
    (expanded from: <rt at rt.lctn.k12.mn.us>)

   ----- Transcript of session follows -----
smrsh: rt-mailgate.--queue.general.--action.correspond not available for sendmail programs
554 5.0.0 |/opt/rt2/bin/rt-mailgate --queue general --action correspond... Service unavailable

Thanks in advance

Raymond
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From allbery at ece.cmu.edu  Sat Nov 10 12:19:02 2001
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Sat, 10 Nov 2001 12:19:02 -0500
Subject: [rt-users] rt mail returned with error
In-Reply-To: <01b601c16a05$37290360$a344a43f@xtratyme.com>
References: <01b601c16a05$37290360$a344a43f@xtratyme.com>
Message-ID: <35450000.1005412742@vpn35.ece.cmu.edu>

On Saturday, November 10, 2001 10:31:57 -0600, Raymond Norton 
<ray at lctn.k12.mn.us> wrote:
+-----
|    ----- Transcript of session follows -----
| smrsh: rt-mailgate.--queue.general.--action.correspond not available for
| sendmail programs 554 5.0.0 |/opt/rt2/bin/rt-mailgate --queue general
| --action correspond... Service unavailable
+--->8

It's a FAQ...

Your sendmail uses the "sendmail restricted shell" (smrsh); it will refuse 
to deliver to programs which smrsh doesn't know about.  You need to"man 
smrsh" to find the directory containing programs smrsh will run, then make 
a symlink to rt-mailgate in that directory.

-- 
brandon s. allbery  [os/2][linux][solaris][freebsd]   allbery at kf8nh.apk.net
system administrator   [JAPH][WAY too many hats]        allbery at ece.cmu.edu
electrical and computer engineering                                   KF8NH
carnegie mellon university     [linux: proof of the million monkeys theory]




From jesse at bestpractical.com  Sat Nov 10 12:32:45 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 10 Nov 2001 12:32:45 -0500
Subject: [rt-users] Losing post'ed data - fix.
In-Reply-To: <3BED2915.192A8E0@rubberplant.freeserve.co.uk>; from gjjc@rubberplant.freeserve.co.uk on Sat, Nov 10, 2001 at 01:18:13PM +0000
References: <3BED2915.192A8E0@rubberplant.freeserve.co.uk>
Message-ID: <20011110123245.M4916@pallas.fsck.com>

using mod_perl args will break other things, such as file uploads.  I'm
pretty sure that the loss of posted data is due to a botched install 
of one or more of the related CPAN pakcages.

	Jesse


On Sat, Nov 10, 2001 at 01:18:13PM +0000, Greg Cope wrote:
> Dear all
> 
> Referance a few weeks ago people with thier own mixes of perl and rt etc
> and had to change all post methods to gets, well this sorts the problem:
> 
> On arround line 17 of webmux change from - to:
> 
> -use HTML::Mason::ApacheHandler (args_method => 'CGI');
> +use HTML::Mason::ApacheHandler (args_method => 'mod_perl');
> 
> Jesse - can this be patched in CVS ?
> 
> This is not my fix - but was found by a client of mine!
> 
> Thanks
> 
> Greg
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From ray at lctn.k12.mn.us  Sat Nov 10 12:56:43 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Sat, 10 Nov 2001 11:56:43 -0600
Subject: [rt-users] rt mail returned with error
References: <01b601c16a05$37290360$a344a43f@xtratyme.com> <35450000.1005412742@vpn35.ece.cmu.edu>
Message-ID: <01f001c16a11$0f11d620$a344a43f@xtratyme.com>

I made a symbolic link to /opt/rt2/bin/rt-mailgate in /etc/smrsh, but still
get the error I first submitted. Do I have to do something different to the
alias so it separates the allowed program from the queues? In the docs it
shows                   |          |
                                         ----/          |
                                                                    |
                      ---/
 after the alias. Do I have to enter that in /ect/aliases? If so, do you
have to place it directly under the rt alias entry? Did I mention I'm new?:)

Thanks in advance

Raymond
----- Original Message -----
From: "Brandon S. Allbery KF8NH" <allbery at ece.cmu.edu>
To: "Raymond Norton" <ray at lctn.k12.mn.us>; <rt-users at lists.fsck.com>
Sent: Saturday, November 10, 2001 11:19 AM
Subject: Re: [rt-users] rt mail returned with error


> On Saturday, November 10, 2001 10:31:57 -0600, Raymond Norton
> <ray at lctn.k12.mn.us> wrote:
> +-----
> |    ----- Transcript of session follows -----
> | smrsh: rt-mailgate.--queue.general.--action.correspond not available for
> | sendmail programs 554 5.0.0 |/opt/rt2/bin/rt-mailgate --queue general
> | --action correspond... Service unavailable
> +--->8
>
> It's a FAQ...
>
> Your sendmail uses the "sendmail restricted shell" (smrsh); it will refuse
> to deliver to programs which smrsh doesn't know about.  You need to"man
> smrsh" to find the directory containing programs smrsh will run, then make
> a symlink to rt-mailgate in that directory.
>
> --
> brandon s. allbery  [os/2][linux][solaris][freebsd]
allbery at kf8nh.apk.net
> system administrator   [JAPH][WAY too many hats]
allbery at ece.cmu.edu
> electrical and computer engineering
KF8NH
> carnegie mellon university     [linux: proof of the million monkeys
theory]
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From hermann at rodeios.com  Sun Nov 11 00:03:15 2001
From: hermann at rodeios.com (Hermann Wecke)
Date: Sun, 11 Nov 2001 00:03:15 -0500 (EST)
Subject: [rt-users] RT 1.0.7 is not updating tickets
Message-ID: <Pine.BSF.4.30.0111110000180.3411-100000@cele.pair.com>

I'm running RT 1.0.7 and the messages are not being recorded anymore.

It is generating the "headers" but not the content (header "Sat, Nov 10
2001 20:01:24 Mail sent by abuse at wecke.com" is recorded at the ticket,
but the message content - body - is missing..)

The only change I made was upgrading to Sendmail 8.12.1 (from 8.11.6). I
made a rollback but the problem persists, so I don't think the Sendmail is
causing this problem...

Any ideas?




From gjjc at rubberplant.freeserve.co.uk  Sun Nov 11 11:59:42 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Sun, 11 Nov 2001 16:59:42 +0000
Subject: [rt-users] Losing post'ed data - fix.
References: <3BED2915.192A8E0@rubberplant.freeserve.co.uk> <20011110123245.M4916@pallas.fsck.com>
Message-ID: <3BEEAE7E.D72B1F3F@rubberplant.freeserve.co.uk>

Jesse Vincent wrote:
> 
> using mod_perl args will break other things, such as file uploads.  I'm
> pretty sure that the loss of posted data is due to a botched install
> of one or more of the related CPAN pakcages.
> 
>         Jesse
> 

Ah I did not realise that it would break the file upload stuff.


I am pretty sure (read almost certain - I reinstall it all again) that
all the perl test passed, and I've not had problems with other things.

It would appear to be common with people that have thier own perl
complied from scratch, and there appear to be problems with mason and
posted stuff.

Can those others whom have this problem add any more ?

Greg



From piet at wirehub.net  Wed Nov  7 11:57:01 2001
From: piet at wirehub.net (Piet Honkoop)
Date: Wed, 7 Nov 2001 17:57:01 +0100 (CET)
Subject: [rt-users] Newbie question
Message-ID: <20011107175422.W16916-100000@mefisto.wirehub.nl>

Hi,

I've setup RT 2.0.9_02 with all required bits & pieces. Now I am stuck
with the following problem: once logged on to the web interface I cannot
see the ticket issue as typed in during creation. Having looked through
both the docs & the code, I can't see any reason (I get an error page
without any error description, just the header 'RT Error').

Any pointers to what I'm doing wrong?

Thanks,

Piet

-- 

=========================================================================
Wirehub! Internet BV                                  tel. +31 10 2448344
Westzeedijk 487                                       fax. +31 10 2448300
3024 EL Rotterdam                                  http://www.wirehub.net





From piet at wirehub.net  Fri Nov  9 05:25:33 2001
From: piet at wirehub.net (Piet Honkoop)
Date: Fri, 9 Nov 2001 11:25:33 +0100 (CET)
Subject: [rt-users] Followup: trouble with creating a new ticket 
Message-ID: <20011109111303.V10508-100000@mefisto.wirehub.nl>

As reported earlier, I had problems with setting up rt 2.0.8_02

Relevant software:
FreeBSD 4.4-stable
Mysql: 3.23.43
RT: 2.0.8_02
DBIx::SearchBuilder 0.47
mod_perl 1.26

What I found out in the end was that for some reason the id field was not
treated correctly. Below is an excerpt from the mysql log where it tries
to insert a ticket. The ticket gets created all right but the
last_insert_id from mysql is never picked up.

Coming from the mysql log:

                     34 Query       INSERT INTO Tickets (Starts, Type,
Priority, Status, Queue, Owner, InitialPriority, FinalPriority, Subject,
Creator, LastUpdatedBy, Created, TimeLeft, TimeWorked, LastUpdated, Due)
VALUES ('2001-11-09 09:41:53', 'ticket', '0', 'new', '1', '2', '0', '0',
'g1', '3', '3', '2001-11-09 09:41:53', '', '', '2001-11-09 09:41:53',
'2001-11-09 09:41:53')
                     34 Query       SELECT  * FROM Tickets WHERE id =
'4294967330'
                     34 Query       UPDATE Tickets SET
EffectiveId='4294967330' WHERE id=NULL


After an extensive search (I can find my way around in perl code, but
that's about it...), I found:

DBIx/SearchBuilder/Handle/mysql.pm

The following changes made:

47c47,48
<           return (undef);
---
>               warn "Error with Insert: ". $self->dbh->errstr;
>           #return (undef);
51c52
<     $self->{'id'}=$self->dbh->{'mysql_insertid'};
---
>     #$self->{'id'}=$self->dbh->{'mysql_insertid'};
54c55
<     unless ($self->{'id'}) {
---
>     # unless ($self->{'id'}) {
56,57c57,58
<     }
<     warn "$self no row id returned on row creation" unless
($self->{'id'});
---
>     #}
>     warn "$self no row id returned on row creation" unless
($self->{'id'}) ;

(admitted, this is the crude way). suppress the warning/return undef and
force the darn thing to get the last_insert_id() after an insert...

But once that was in place, I got the following result:

             50 Query       INSERT INTO Tickets (Starts, Type, Priority,
Status,
 Queue, Owner, FinalPriority, InitialPriority, Subject, Creator,
LastUpdatedBy,
Created, TimeLeft, TimeWorked, LastUpdated, Due) VALUES ('2001-11-09
09:59:59',
'ticket', '0', 'new', '1', '2', '0', '0', 'blabla', '3', '3', '2001-11-09
09:59:
59', '', '', '2001-11-09 09:59:59', '2001-11-09 09:59:59')
             50 Query       SELECT LAST_INSERT_ID()
             50 Query       SELECT  * FROM Tickets WHERE id = '2'
             50 Query       UPDATE Tickets SET EffectiveId='2' WHERE
id='2'

Now everything is working, but of course the origin of trouble lies
elsewhere (otherwise nothing would have worked once it uses
DBIx::SearchBuilder).

Where should I start looking where to find the true origin of this
problem?

P.


-- 

=========================================================================
Wirehub! Internet BV                                  tel. +31 10 2448344
Westzeedijk 487                                       fax. +31 10 2448300
3024 EL Rotterdam                                  http://www.wirehub.net





From jesse at bestpractical.com  Sun Nov 11 15:17:06 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 11 Nov 2001 15:17:06 -0500
Subject: [rt-users] Followup: trouble with creating a new ticket
In-Reply-To: <20011109111303.V10508-100000@mefisto.wirehub.nl>; from piet@wirehub.net on Fri, Nov 09, 2001 at 11:25:33AM +0100
References: <20011109111303.V10508-100000@mefisto.wirehub.nl>
Message-ID: <20011111151706.R4916@pallas.fsck.com>

Sorry. I let these through the filters, even though Piet had already resent them
after subscribing to the lists.  I try to be careful of this, but at 10-15
rejected messages/day (Mostly toner spam ;) I sometimes ack something I
shouldn't.

	-j

On Fri, Nov 09, 2001 at 11:25:33AM +0100, Piet Honkoop wrote:
> 
> As reported earlier, I had problems with setting up rt 2.0.8_02
> 
> Relevant software:
> FreeBSD 4.4-stable
> Mysql: 3.23.43
> RT: 2.0.8_02
> DBIx::SearchBuilder 0.47
> mod_perl 1.26
> 
> What I found out in the end was that for some reason the id field was not
> treated correctly. Below is an excerpt from the mysql log where it tries
> to insert a ticket. The ticket gets created all right but the
> last_insert_id from mysql is never picked up.
> 
> Coming from the mysql log:
> 
>                      34 Query       INSERT INTO Tickets (Starts, Type,
> Priority, Status, Queue, Owner, InitialPriority, FinalPriority, Subject,
> Creator, LastUpdatedBy, Created, TimeLeft, TimeWorked, LastUpdated, Due)
> VALUES ('2001-11-09 09:41:53', 'ticket', '0', 'new', '1', '2', '0', '0',
> 'g1', '3', '3', '2001-11-09 09:41:53', '', '', '2001-11-09 09:41:53',
> '2001-11-09 09:41:53')
>                      34 Query       SELECT  * FROM Tickets WHERE id =
> '4294967330'
>                      34 Query       UPDATE Tickets SET
> EffectiveId='4294967330' WHERE id=NULL
> 
> 
> After an extensive search (I can find my way around in perl code, but
> that's about it...), I found:
> 
> DBIx/SearchBuilder/Handle/mysql.pm
> 
> The following changes made:
> 
> 47c47,48
> <           return (undef);
> ---
> >               warn "Error with Insert: ". $self->dbh->errstr;
> >           #return (undef);
> 51c52
> <     $self->{'id'}=$self->dbh->{'mysql_insertid'};
> ---
> >     #$self->{'id'}=$self->dbh->{'mysql_insertid'};
> 54c55
> <     unless ($self->{'id'}) {
> ---
> >     # unless ($self->{'id'}) {
> 56,57c57,58
> <     }
> <     warn "$self no row id returned on row creation" unless
> ($self->{'id'});
> ---
> >     #}
> >     warn "$self no row id returned on row creation" unless
> ($self->{'id'}) ;
> 
> (admitted, this is the crude way). suppress the warning/return undef and
> force the darn thing to get the last_insert_id() after an insert...
> 
> But once that was in place, I got the following result:
> 
>              50 Query       INSERT INTO Tickets (Starts, Type, Priority,
> Status,
>  Queue, Owner, FinalPriority, InitialPriority, Subject, Creator,
> LastUpdatedBy,
> Created, TimeLeft, TimeWorked, LastUpdated, Due) VALUES ('2001-11-09
> 09:59:59',
> 'ticket', '0', 'new', '1', '2', '0', '0', 'blabla', '3', '3', '2001-11-09
> 09:59:
> 59', '', '', '2001-11-09 09:59:59', '2001-11-09 09:59:59')
>              50 Query       SELECT LAST_INSERT_ID()
>              50 Query       SELECT  * FROM Tickets WHERE id = '2'
>              50 Query       UPDATE Tickets SET EffectiveId='2' WHERE
> id='2'
> 
> Now everything is working, but of course the origin of trouble lies
> elsewhere (otherwise nothing would have worked once it uses
> DBIx::SearchBuilder).
> 
> Where should I start looking where to find the true origin of this
> problem?
> 
> P.
> 
> 
> -- 
> 
> =========================================================================
> Wirehub! Internet BV                                  tel. +31 10 2448344
> Westzeedijk 487                                       fax. +31 10 2448300
> 3024 EL Rotterdam                                  http://www.wirehub.net
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From allbery at ece.cmu.edu  Sun Nov 11 15:26:16 2001
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Sun, 11 Nov 2001 15:26:16 -0500
Subject: [rt-users] rt mail returned with error
In-Reply-To: <01f001c16a11$0f11d620$a344a43f@xtratyme.com>
References: <01b601c16a05$37290360$a344a43f@xtratyme.com>
 <35450000.1005412742@vpn35.ece.cmu.edu>
 <01f001c16a11$0f11d620$a344a43f@xtratyme.com>
Message-ID: <11480000.1005510375@vpn14.ece.cmu.edu>

On Saturday, November 10, 2001 11:56:43 -0600, Raymond Norton 
<ray at lctn.k12.mn.us> wrote:
+-----
| I made a symbolic link to /opt/rt2/bin/rt-mailgate in /etc/smrsh, but
| still get the error I first submitted. Do I have to do something
| different to the alias so it separates the allowed program from the
| queues? In the docs it shows                   |          |
|                                          ----/          |
|                                                                     |
|                       ---/
+--->8

That mess is pretty much what I received; it makes no sense to me....

Oh, wait.  I see dots in the original.  You need to quote the command in 
the alias so it doesn't get mangled (spaces mapped to dots in this case).

-- 
brandon s. allbery  [os/2][linux][solaris][freebsd]   allbery at kf8nh.apk.net
system administrator   [JAPH][WAY too many hats]        allbery at ece.cmu.edu
electrical and computer engineering                                   KF8NH
carnegie mellon university     [linux: proof of the million monkeys theory]




From piet at wirehub.net  Sun Nov 11 15:58:01 2001
From: piet at wirehub.net (Piet Honkoop)
Date: Sun, 11 Nov 2001 21:58:01 +0100 (CET)
Subject: [rt-users] Followup: trouble with creating a new ticket
In-Reply-To: <20011109185357.N11144-100000@mefisto.wirehub.nl>
Message-ID: <20011111215545.K24782-100000@mefisto.wirehub.nl>

On Fri, 9 Nov 2001, Piet Honkoop wrote:



> On Fri, 9 Nov 2001, Jesse Vincent wrote:
>
> >
> > What rev of DBD::mysql do you have installed? there was a bug in some earlier
> > versions that caused it to fail sort of badly when asked for insert_id.
> >
>
> DBD-mysql-2.1003
>

It helped an enormous lot changing this back to
p5-Mysql-modules-1.2216.tgz;  the core dumps mentioned earlier disappeared
and the 'patch' below is no longer needed.

Thickness on my side therefore.... <sigh>

Thanks all,

Piet

-- 

=========================================================================
Wirehub! Internet BV                                  tel. +31 10 2448344
Westzeedijk 487                                       fax. +31 10 2448300
3024 EL Rotterdam                                  http://www.wirehub.net





From vincent at eec.de  Sun Nov 11 21:45:40 2001
From: vincent at eec.de (Vincent - D. Ertner)
Date: Mon, 12 Nov 2001 03:45:40 +0100
Subject: [rt-users] How to create a ticket for a user?
Message-ID: <17289000531.20011112034540@eec.de>

Hi RTUsers,

I'm looking for an intelligent way to create ticket for
Non-RT-Users. To illustrate my demand:

  I'm often getting phone calls, notes and mails from users
  who didn't get it that we have a RT running. From time to
  time I even want to know something from a user and want
  the other Admins to follow up the whole story, thus it
  should stay in the domain of RT.

  I know how to create an "external Requestor Ticket" via
  the WebUI, but I would like keep it the "mail-way".

  The only solution i considered was mailing to RT to get a
  ticket number and to forward this to a user whilst
  changing the reply-to to RT's mail address ...

Is there any sophisticated solution to do so?

Cheers,

Vince

 '''
 ???
  -




From gregs at Intellstat.com  Sun Nov 11 21:56:59 2001
From: gregs at Intellstat.com (Greg Smythe)
Date: Sun, 11 Nov 2001 18:56:59 -0800
Subject: [rt-users] How to create a ticket for a user?
Message-ID: <41257DB9CD3CD311BE92006008A52B2522ED1E@mail.intellstat.com>

How does an unpriviledged user make a ticket via the WebUI?


TIA

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




-----Original Message-----
From: Vincent - D. Ertner [mailto:vincent at eec.de] 
Sent: Sunday, November 11, 2001 6:46 PM
To: Request Tracker Users
Subject: [rt-users] How to create a ticket for a user?


Hi RTUsers,

I'm looking for an intelligent way to create ticket for
Non-RT-Users. To illustrate my demand:

  I'm often getting phone calls, notes and mails from users
  who didn't get it that we have a RT running. From time to
  time I even want to know something from a user and want
  the other Admins to follow up the whole story, thus it
  should stay in the domain of RT.

  I know how to create an "external Requestor Ticket" via
  the WebUI, but I would like keep it the "mail-way".

  The only solution i considered was mailing to RT to get a
  ticket number and to forward this to a user whilst
  changing the reply-to to RT's mail address ...

Is there any sophisticated solution to do so?

Cheers,

Vince

 '''
 ???
  -


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



From ayan.kayal at yale.edu  Sun Nov 11 23:34:07 2001
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Sun, 11 Nov 2001 23:34:07 -0500
Subject: [rt-users] How to create a ticket for a user?
In-Reply-To: <17289000531.20011112034540@eec.de>
Message-ID: <NDBBLGIJILLPLMJHFAFAIEOGCJAA.ayan.kayal@yale.edu>

I created a web submission form. Basically it's a PHP script that just
emails in the submission and also shows outstanding tickets that the
requestor already has. Generally, given our computing environment, a single
user shouldn't have more than one ticket, but the outstanding ticket list is
just so people don't submit duplicates because no tech has acted on their
ticket yet. As for the ACL, everyone is allowed to CreateTicket and
ReplyToTicket, although I do require that everyone using the web form must
login using our standard campus auth method (which also plugs into a custom
table in our RT database to put in user info).
	You could just publicize the email address. We don't publicize the address,
just because we decided to go the web method, but I guess if people reply to
tickets, they would know the address. We definitely didn't want users
dealing with RT! :) So a web submission form was our "half-way" method, and
it also sends the autoreply so if people have more to say, they can just
reply.

O-                         ~ARK

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Vincent - D. Ertner
> Sent: Sunday, November 11, 2001 9:46 PM
>
> I'm looking for an intelligent way to create ticket for
> Non-RT-Users. To illustrate my demand:
>
>   I'm often getting phone calls, notes and mails from users
>   who didn't get it that we have a RT running. From time to
>   time I even want to know something from a user and want
>   the other Admins to follow up the whole story, thus it
>   should stay in the domain of RT.
>
>   I know how to create an "external Requestor Ticket" via
>   the WebUI, but I would like keep it the "mail-way".
>
>   The only solution i considered was mailing to RT to get a
>   ticket number and to forward this to a user whilst
>   changing the reply-to to RT's mail address ...
>
> Is there any sophisticated solution to do so?




From jesse at bestpractical.com  Mon Nov 12 03:02:06 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 12 Nov 2001 03:02:06 -0500
Subject: [rt-users] Heads up: MIME-Tools missing from CPAN
Message-ID: <20011112030206.S4916@pallas.fsck.com>

If you're installing RT, you'll need to have MIME-Tools installed. (It's a
perl package).  It's become unavailable from CPAN. While I expect this
to be corrected soon, you can take advantage of Feargal Reilly's 
incredibly convenient modules mirror at: http://www.helgrim.com/perlmodules/
to grab http://www.helgrim.com/perlmodules/MIME-tools-5.411.tar.gz 


	-jesse



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



From B.Solarz-Niesluchowski at wsisiz.edu.pl  Mon Nov 12 06:41:51 2001
From: B.Solarz-Niesluchowski at wsisiz.edu.pl (Bartlomiej Solarz-Niesluchowski)
Date: Mon, 12 Nov 2001 12:41:51 +0100
Subject: [rt-users] Problems with installation!
Message-ID: <5.1.0.14.0.20011112123607.02b97ea0@pop3.ibspan.waw.pl>

Good morning!

I fill all dependencies and all install requirements.

BUT:
[root at mask rt-2-0-8_02]# make install
mkdir -p //opt/rt2/bin
mkdir -p //opt/rt2/WebRT/data
mkdir -p //opt/rt2/WebRT/sessiondata
mkdir -p //opt/rt2/etc
mkdir -p //opt/rt2/lib
mkdir -p //opt/rt2/WebRT/html
mkdir -p //opt/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/usr' 'localhost' '3306' 'root' 'rt2' 
create
Database creation parameters:

DB_TYPE         = mysql
DB_HOME         = /usr
DB_HOST         = localhost
DB_DBA          = root
DB_DBA_PASSWORD = <hidden>
DB_DATABASE     = rt2
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
DBI->connect(dbname=;host=localhost;port=3306) failed: No Database Selected 
at /usr/lib/perl5/site_perl/5.6.0/DBIx/DataSource/Driver.pm line 74
No Database Selected at 
/usr/lib/perl5/site_perl/5.6.0/DBIx/DataSource/Driver.pm line 74, <STDIN> 
line 1.
make: *** [createdb] Error 255

As you see I have defined DB_DATABASE

Maybe someone know what I can make next?


--
Bartlomiej Solarz-Niesluchowski, Administrator WSISiZ
e-mail: B.Solarz-Niesluchowski at wsisiz.edu.pl
01-447 Warszawa, ul. Newelska 6, pokoj 404, pon.-pt. 8-16
tel. 836-92-53 - wylacznie w WAZNYCH sprawach NIE dotyczacych zmiany hasla
Motto - nie psuj Win'9x one i bez tego sie psuja....
Jak sobie poscielisz tak sie wyspisz




From darrellb at hhcl.com  Mon Nov 12 08:36:57 2001
From: darrellb at hhcl.com (Darrell Berry)
Date: Mon, 12 Nov 2001 13:36:57 +0000 (GMT)
Subject: [rt-users] Cool things to do with Helpdesk... (fwd)
Message-ID: <Pine.LNX.4.10.10111121335120.13316-100000@imap.hhcl.com>

a couple of requests from one of our people...i have a feeling these would
be useful to others as well...the first concerns what happens if a
requester posst an email referring to a job number that has been 'closed',
the second relates to including 'outsiders' (not the normal helpdesk team)
in the loop for handling calls...

any ideas for patches or ways to implement these? or can they go in as
feature requests...?

thx

---------- Forwarded message ----------
Date: Mon, 12 Nov 2001 13:27:11 -0000
From: Grant Waldram <gwaldram at amdgroup.plc.uk>
To: Darrell Berry <darrellb at hhcl.com>
Subject: Cool things to do with Helpdesk...

The two suggestions I was talking about were:

1)
automatically re-opening a job if a message is filtered to it automatically,
and it's already been 'resolved' or 'stalled

2)
Having the ability to easily send a message to an external party relevant to
a given job, having the appearance of coming from the message sender,
possibly with the return address coming via the helpdesk. Also, for at least
the outgoing message and possibly also any replies going to the job log.

Does that description for the second one make sense? :)

- G





From david.ryan at baker.ie  Mon Nov 12 09:27:26 2001
From: david.ryan at baker.ie (David Ryan)
Date: Mon, 12 Nov 2001 14:27:26 +0000
Subject: [rt-users] deleting a queue - terminology
Message-ID: <3BEFDC4E.70E30104@baker.ie>

Hi all,

If I want to delete a queue do I just go in and click the disable queue
button or is there another way ?

'disable queue' sounds more like a temporary removal of a queue than a
deletion.

Cheers,

David



From david.ryan at baker.ie  Mon Nov 12 10:45:02 2001
From: david.ryan at baker.ie (David Ryan)
Date: Mon, 12 Nov 2001 15:45:02 +0000
Subject: [rt-users] what values can be used in templates ?
Message-ID: <3BEFEE7E.39E8B217@baker.ie>

I am working on setting up a few templates and am wondering if there is
a list of variables which can be used, or if there is a HOWTO document.

I have had a look at the default templates and picked up a good few bits
from there, but was just wondering if there was anything else out there.

Thanks,

David



From joemcd at baker.ie  Mon Nov 12 11:05:42 2001
From: joemcd at baker.ie (Joe McDermott)
Date: Mon, 12 Nov 2001 16:05:42 +0000
Subject: [rt-users] Contact Database
Message-ID: <3BEFF355.1B96FE55@baker.ie>

Recently installed RT2 ,
I have a number of contact databases on a number of different systems
(LDAP, Access, text).
I wanted to add these together and allow my rt-users access it via the
web ui.

The entries might be of the form (Company Name , Contact Person,
Address1, Address 2, City, Phone No. , Website) for example.

I wanted the user to be able to search on any field, then get back a
listing of matchs.

(I looked at the searching facilities in RT2 , "Search" gives results of

tickets and "configuration->Users" gives back users)

I was going to create a new table in the rt database , import my contact

details into it, then try
to write some scripts to view/update the table via the web (using the rt

material as a guide).

Does anyone know of an easy route for doing this , (or is this just a
bad idea - tampering with rt2 database/scripts )

Many Thanks,
Joe McDermott






From rt-users.mailingliste at gummiand.dk  Mon Nov 12 14:40:56 2001
From: rt-users.mailingliste at gummiand.dk (Morten)
Date: Mon, 12 Nov 2001 20:40:56 +0100
Subject: [rt-users] Installation - missing MIME::Entity 5.108
Message-ID: <20011112204051.4F0B.RT-USERS.MAILINGLISTE@gummiand.dk>

helo

trying to install RT, but my make testdeps shows up with this

Checking for MIME::Entity 5.108 ....MIME::Entity 5.108  not installed.


make fixdeps make a ok fix (at least I think so), but it aint fixed...

Tried to manual install the mime tools, but didnt any good.

At make install shows up with

Warning: prerequisite MIME::Entity failed to load: Can't locate IO/Wrap.pm in @INC (@INC contains: /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl .) at /usr/lib/perl5/site_perl/5.6.0/MIME/Head.pm line 116.
BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.6.0/MIME/Head.pm line 116.
Compilation failed in require at /usr/lib/perl5/site_perl/5.6.0/MIME/Entity.pm line 235.
BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.6.0/MIME/Entity.pm line 235.

and later

Can't locate IO/Wrap.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl .) at /usr/lib/perl5/site_perl/5.6.0/MIME/Head.pm line 116.
BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.6.0/MIME/Head.pm line 116.
Compilation failed in require at /usr/lib/perl5/site_perl/5.6.0/MIME/Entity.pm line 235.
BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.6.0/MIME/Entity.pm line 235.
Compilation failed in require at /opt/rt2/lib/RT/Template.pm line 233.
BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Template.pm line 233.
Compilation failed in require at /opt/rt2/etc/insertdata line 472.
BEGIN failed--compilation aborted at /opt/rt2/etc/insertdata line 472.
make: *** [insert] Error 2




any clues?

-- 
Hygge
Morten, anden er l?s... http://vWv.gummiand.dk/




From dturner at biochem.wisc.edu  Mon Nov 12 15:59:29 2001
From: dturner at biochem.wisc.edu (David Turner)
Date: Mon, 12 Nov 2001 14:59:29 -0600
Subject: [rt-users] RT Couldn't write to session directory
Message-ID: <29DDEA60-D7B0-11D5-B7D4-000A27917E24@biochem.wisc.edu>

Looking through the archives, I've seen the posts about this problem 
before.  Here is the error message I'm getting:

[Mon Nov 12 15:15:53 2001] [error] RT Couldn't write to session 
directory '/usr/
local/rt2/WebRT/sessiondata'. Check that this directory's permissions 
are correc
t. at /usr/local/rt2/bin/webmux.pl line 152.

This is a fresh installation on a RH7.1/apache machine.  The WEB_USER 
and WEB_GROUP are both set to apache (which is the user that runs httpd).

Now here is a question, this is what the session directory looks like:

[dturner at ribosome sessiondata]# ls -al
total 20
drwxrwx---    2 apache   apache      16384 Nov 12 14:54 .
drwxr-xr-x    5 root     root         4096 Oct 30 11:01 ..
-rwxr-xr-x    1 apache   apache          0 Nov 12 14:40 
Apache-Session-aab789cced4b671f900396bd154156de.lock
-rw-------    1 apache   apache          0 Nov 12 14:54 
Apache-Session-dc935be4d92170b61e743cef3f5d4361.lock

You'll notice two different sets of permission, the one on top is what 
"make fixperms" set it to, and the one on the bottom is what it is 
normally.  Does this mean that apache is not using the right umask?  
What should the permissions for the .lock files be?  Thank you

David Turner




From Fred.Percynski at divine.com  Mon Nov 12 16:19:53 2001
From: Fred.Percynski at divine.com (Percynski, Fred)
Date: Mon, 12 Nov 2001 15:19:53 -0600
Subject: [rt-users] Refresh setting not saving
Message-ID: <1456676BC1FA194DAE8625B9BE42197A02165F@LIILMTFSSTE04.mailtask.com>

I've modified RT to use cookies to store the Refresh values.  If anyone
wants the code for this let me know.  I did this in 2.0.8 but it should
work fine in any 2.0.x version.
-Fred

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Thursday, October 04, 2001 4:19 PM
To: Percynski, Fred
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Refresh setting not saving


Preferences are not currently saved between sessions. They _are_ saved
if
you bookmark a search.


On Thu, Oct 04, 2001 at 12:36:05PM -0400, Percynski, Fred wrote:
> Hi all,
> 
> The 'auto refresh' setting on the Home and Search pages doesn't save
between
> sessions.  After I log out and log back in the refresh setting is back
to
> its default of "Don't refresh".  Is this a feature or is it a bug?
> 
> PS - It happens in both 2.0.7 and 2.0.8
> 
> Thanks.
> 
> --
> Fred Percynski
> Network Services Engineer
> Synchrony Communications
> Direct: 513.362.5592
> Main: 513.362.5500
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From aleixo at zenisys.com.br  Mon Nov 12 17:55:01 2001
From: aleixo at zenisys.com.br (Aleixo)
Date: Mon, 12 Nov 2001 20:55:01 -0200
Subject: [rt-users] Script Schema RT
Message-ID: <01fc01c16bcd$13cb8fe0$3800a8c0@notebook1>

Hi, RT users !!!
I'm evaluate RT for six months, i have a Oracle 8.1.6 and a nead script for create schema RT.
I would like evaluate if schema is compliance in my database.
By the way, any users help me with Oracle doc's ?
tanks a lot !!!

Jos? Carlos Aleixo
ZeniSys Tecnologia da Informa??o
aleixo at zenisys.com.br
Fone  : 55-11-4437-2680
M?vel : 55-11-9651-1934

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From Adam.Clarke at StrategicData.com.au  Mon Nov 12 18:14:17 2001
From: Adam.Clarke at StrategicData.com.au (Adam Clarke)
Date: Tue, 13 Nov 2001 10:14:17 +1100
Subject: [rt-users] Project Management Fund?
References: <01fc01c16bcd$13cb8fe0$3800a8c0@notebook1>
Message-ID: <015d01c16bcf$c05283c0$3701a8c0@dealramh>

Recently I saw information about a fund to assist Jesse work on enhancing
the Project Management capabilities of RT2. I am wondering where this is up
to because..

o I have been asked to consult on a job, with a view to possible building or
commissioning a system which requires something like a RT based system with
Project management (or at least Milestone management) capabilities.

o I have been told what the 'ballpark' is for this work and while I think it
is inadequate for building from scratch what they want, it would be a
significant contribution to this fund.

So.. What is the current status of the fund and who are the other interested
players?

Also, Jesse if you are watching, are you still interested in such work and
what is your availability like?

Cheers
Adam





From gwarnagiris at babcockbrown.com  Mon Nov 12 19:15:10 2001
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Mon, 12 Nov 2001 19:15:10 -0500
Subject: [rt-users] Project Management Fund?
Message-ID: <D2C244AC3888D511AB120008C78647036C422C@soho.ny.babcockbrown.com>

Can someone add me to the mail group of people interested in RT Project
Management and the relevant funding.  My employer has expressed interest in
this enhancement.

Thank you,
George

-----Original Message-----
From:	Adam Clarke [mailto:Adam.Clarke at StrategicData.com.au]
Sent:	Monday, November 12, 2001 6:14 PM
To:	rt-users at lists.fsck.com
Subject:	[rt-users] Project Management Fund?

Recently I saw information about a fund to assist Jesse work on enhancing
the Project Management capabilities of RT2. I am wondering where this is up
to because..

o I have been asked to consult on a job, with a view to possible building or
commissioning a system which requires something like a RT based system with
Project management (or at least Milestone management) capabilities.

o I have been told what the 'ballpark' is for this work and while I think it
is inadequate for building from scratch what they want, it would be a
significant contribution to this fund.

So.. What is the current status of the fund and who are the other interested
players?

Also, Jesse if you are watching, are you still interested in such work and
what is your availability like?

Cheers
Adam



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



This email message may contain information that is confidential and
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that email messages will be free of errors or viruses.



From Rehan at nha.co.za  Tue Nov 13 01:49:39 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Tue, 13 Nov 2001 08:49:39 +0200
Subject: [rt-users] Project Management Fund?
Message-ID: <FD2EC577E876CA418D08460A64646FBD011244D1@titan.nha.co.za>

Hi there George, Adam,

We have 3 major contributors so far - Sheeri Kritzer, ourselves (Neil Harvey
& Acc) and Derek Fage.  We are aiming to get together $10,000, of which
Derek and ourselves are willing to give $1000 each and Sheeri
potentially/probably more.  

Needless to say, the higher your $$$ input, the higher your priorities.  We
have not put together a detailed spec, representative of all of us yet, but
we have some broad guidelines that I have identified as NHA's needs, being :

> Front-end:
>
> 1. Time lines, projected and real.  Ideally this would be in the form of
> Gantt charts, but it can be done effectively without graphics.
>
> 2. Project and Task descriptions.
>
> 3. Project and Task outlines and breakdowns.
> 3.1 Enforcement of compulsory "due"-dates
>
> 4.1 The people involved - active members and watchers, and what there
duties
> are - hierarchy.
> 4.2 Resource allocation.
>
> 5. Put all this together and have part of it in a 'public' domain, and
> customers/non-priviledged users would be able to take note of the project
> (if so required) and get into contact with the correct person/role-player.
> This is often lacking in PM software : "This is great/not - Who do I speak
> to ...?"
>
> 6. Registering/updating of Projects : This is a difficult to
define/describe
> - I am yet to see anything that I thought : "this is great/easy".  If you
> want this specified more, please let me know and I will look into our
needs
> some more
>
>
> Back-end:
>
> 1. The obvious linking of issues with the relevant project - ticketing.
>
> 2. Dependency implementation: on project and ticket scope - NB.
>
> 3. Time-tracking/Clocking - it is always helpfull to be able to allocate
> time per day as people work to calculate/compare real and projected costs
of
> projects/components.
>
> 4. Archiving/Closing of projects.
>
> This is broadly what will be usefull to us.
>
>
> I'm adding part of Jon's requirements as per his mail to the list:  Clear
> duplication of our requirements are bold:
>
> <---snip--->
> i may be able to get my employer to also contribute.  i have not put
> much thought into particular requirements, and i do not have any real
> sense of funding levels, but here are some initial thoughts:
>
>   1. easy and familiar web interface
>   2. integrated with ticket system
>   3. enforced "depends on" relationships (ie- must resolve subtasks
>      before progressing on dependant ones)
>   4. provides caculated completion dates, based on "time left" field
>      of each unresolved subtask of the project, taking into account
>      non-work days of course
>   5. gantt charts of course
>   6. gpl (required), linux (appreciated)
>   7. project templates would be neat.  ie- the same project for
>      different customers or different equipment.  it'd be nice to drop
>      a "deploy a new linux cluster" into the schedule, with the many
>      related tasks that must be performed included.  this could be
>      accomplished via something like: select a project, dump to a
>      perl/sql script.  then just run the script with a "project start
>      date" as an argument.
>      a "copy project" button would be a even better.  it would duplicate
>      the project with all tasks, according to a configurable list of what
>      elements to duplicate (ie- always name/subject, time left (duration),
>      dependancies, and sometimes owners, requestors, etc).
>

It would be great to get some more people and funds involved.  As soon as we
have enough to work with, we can get the ball rolling.  The first step would
be to get a more formal presentation of our collective requirement to
present to Jesse.

If you are going to contribute, I would appreciate it if you could specify
by how much, and what you requirements and input can be.  

Additional resources, such as some time of your technical writers (if you
would have) or such, would be much appreciated as well.

Please be free and frank to make additional suggestions/ideas.

Thanks for your interest.  I am looking forward to receiving your input.

Rehan van der Merwe
Neil Harvey & Associates (Pty) Ltd
rehan at nha.co.za
Tel:  +27 21 6709237
Fax: +27 21 6709337



-----Original Message-----
From: George Warnagiris [mailto:gwarnagiris at babcockbrown.com]
Sent: Tuesday, November 13, 2001 2:15 AM
To: 'Adam Clarke'; rt-users at lists.fsck.com
Subject: RE: [rt-users] Project Management Fund?


Can someone add me to the mail group of people interested in RT Project
Management and the relevant funding.  My employer has expressed interest in
this enhancement.

Thank you,
George

-----Original Message-----
From:	Adam Clarke [mailto:Adam.Clarke at StrategicData.com.au]
Sent:	Monday, November 12, 2001 6:14 PM
To:	rt-users at lists.fsck.com
Subject:	[rt-users] Project Management Fund?

Recently I saw information about a fund to assist Jesse work on enhancing
the Project Management capabilities of RT2. I am wondering where this is up
to because..

o I have been asked to consult on a job, with a view to possible building or
commissioning a system which requires something like a RT based system with
Project management (or at least Milestone management) capabilities.

o I have been told what the 'ballpark' is for this work and while I think it
is inadequate for building from scratch what they want, it would be a
significant contribution to this fund.

So.. What is the current status of the fund and who are the other interested
players?

Also, Jesse if you are watching, are you still interested in such work and
what is your availability like?

Cheers
Adam



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



This email message may contain information that is confidential and
proprietary to Babcock & Brown or a third party.  If you are not the
intended recipient, please contact the sender and destroy the original and
any copies of the original message.  Babcock & Brown takes measures to
protect the content of its communications.  However, Babcock & Brown cannot
guarantee that email messages will not be intercepted by third parties or
that email messages will be free of errors or viruses.

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



From jesse at bestpractical.com  Tue Nov 13 02:21:45 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 13 Nov 2001 02:21:45 -0500
Subject: [rt-users] [rt-announce] RT now integrates with CVS
Message-ID: <20011113022145.W4916@pallas.fsck.com>

I'm proud to announce the initial release of the RT cvs commit handler.
This tool allows developers working with a CVS repository to automatically
update tickets in RT as they commit changes to CVS.

You can pick up the latest copy of the code from: 
ftp://ftp.fsck.com/pub/rt/contrib/2.0/rt-addons/rt-commit-handler

To install the code, copy it to ~rt/bin, 'chgrp rt rt-coomit-handler',
and 'chmod g+s  rt-commit-handler'.

Stick the following in in CVSROOT/commitinfo

ALL     /home/jesse/projects/rt-addons/log_accum --record-last-dir

Stick the following  in CVSROOT/loginfo

ALL         /home/jesse/projects/rt-addons/log_accum -r  %{Vvts}

It should work with local cvs servers or cvs servers accessed over rsh/ssh.
I've got no idea how it will fare against a pserver. (There may be minor auth
changes). 

RT currently needs to live on the same server as CVS.

To use this puppy, your developers all need to have their "Unix login" field
set to the uid that they connect to the CVS server as.

Making it go is simply a matter of embedding commands at the start of the 
commit log message. Commands are executed in the order they're listed.
If you put in repeated calls to RT-Ticket, you can perform actions on 
more than one ticket (in serial, not in parallel). 
The valid commands are as follows:


RT-Ticket: <ticketid>
RT-Status: <status>
RT-Subject: <subject>
RT-Owner: <owner>
RT-Priority: <priority>
RT-Final-Priority: <priority>
RT-Queue: <queue>
RT-Requestor: +email at domain
RT-Requestor: -email at domain
RT-Cc: +email at domain
RT-Cc: -email at domain
RT-AdminCc: +email at domain
RT-AdminCc: -email at domain
RT-Due: <date>
RT-Starts: <date>
RT-Started: <date>
RT-Resolved: <date>
RT-<keywordselectname>: +<keywordselectvalue>
RT-<keywordselectname>: -<keywordselectvalue>


The structure of a commit log is:
<commands>
<a newline or two>
<freeform commit log>

If the commit log starts with 'private' or 'comment', it will be 
appended to all the tickets you mentioned above as a comment, otherwise, 
it will be appended as correspondence. You should note that the commit log
is appended to the ticket _before_ actions are taken.


Feedback is, of course, appreciated.


	Thanks,

	Jesse

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

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



From david.ryan at baker.ie  Tue Nov 13 06:40:55 2001
From: david.ryan at baker.ie (David Ryan)
Date: Tue, 13 Nov 2001 11:40:55 +0000
Subject: [rt-users] adding a custom template to a queue
Message-ID: <3BF106C7.DD433CD3@baker.ie>

Hi all,

I am working through a complete dry-run setup and have hit another snag
with templates.

I have a queue called 'dns' and in the queue configuration (not global
configuration) I created a template called 'qwerty'

Then I added two scrips to the queue - 'oncreate autoreply to requestor
with qwerty' and 'oncreate autoreply to requestor with global:autoreply'

The problem is that when I send a mail in I get a reply from the global
template, but not from the custom queue template, even though they are
both configured to run on this queue.

Cheers,

David



From FBA at zurich.ibm.com  Tue Nov 13 11:45:27 2001
From: FBA at zurich.ibm.com (Frank Bagehorn)
Date: Tue, 13 Nov 2001 17:45:27 +0100
Subject: [rt-users] Reply mail seems never to be send out
Message-ID: <OF79F33678.81DE82BA-ONC1256B03.005B21AE@LocalDomain>

Hi,
I just installed RT 2.0.8 on a RedHat 7.2 system. I configured it to use 
sendmail (with a symlink of /opt/rt2/bin/rt-mailgate to 
/etc/smrsh/rt-mailgate). I am able to create tickets via e-mail, and if a 
user tries to create a ticket without having permissions to do so, he (and 
me as the admin) gets an e-mail telling him so.
So e-mail in general seems to work, but when I try to do a reply to a 
ticket, the reply is never actually send out. RT appends everything nicely 
to the ticket history, when I look into the maillog of the system nothing 
has bee send (i.e. no entry in maillog, /var/spool/mqueue untouched) and 
also no new entry under /var/log/rt .
I tried the different given configurations in config.pm (with or without 
sendmailpipe, with a simple '-oi' option or the long version), but no 
changes.
The fact that no errors are reported, makes it hard to track it down.
I have given my "outgoing mail config" below.

Any ideas ?

Frank

# {{{ Outgoing mail configuration

#$MailAlias is a generic alias to send mail to for any request
#already in a queue.

#RT is designed such that any mail which already has a ticket-id 
associated
#with it will get to the right place automatically.

#This is the default address that will be listed in
#From: and Reply-To: headers of mail tracked by RT unless overridden
#by a queue specific address

$CorrespondAddress='666 at zurich.ibm.com';

$CommentAddress='666 at zurich.ibm.com';


#Sendmail Configuration

# $MailCommand defines which method RT will use to try to send mail
# We know that 'sendmail' works fairly well.
# If 'sendmail' doesn't work well for you, try 'sendmailpipe'
# But note that you have to configure $SendmailPath and add a -t
# to $SendmailArguments

$MailCommand = 'sendmail';

# $SendmailArguments defines what flags to pass to $Sendmail
# assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand 
above.
# If you picked 'sendmailpipe', you MUST add a -t flag to 
$SendmailArguments

# These options are good for most sendmail wrappers and workalikes
#$SendmailArguments="-oi";

# These arguments are good for sendmail brand sendmail 8 and newer
$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";

# If you selected 'sendmailpipe' above, you MUST specify the path
# to your sendmail binary in $SendmailPath.
# !! If you did not # select 'sendmailpipe' above, this has no effect!!
$SendmailPath = "/usr/sbin/sendmail";

# RT can optionally set a "Friendly" 'To:' header when sending messages to
# Ccs or AdminCcs (rather than having a blank 'To:' header.
# This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
# If you are using sendmail, rather than postfix, qmail, exim or some 
other MTA,
# you _must_ disable this option.

$UseFriendlyToLine = 0;


# }}}

----------------------------------------------------------------------
Dr. Frank Bagehorn
IBM Zurich Research Lab.
Saeumerstr. 4
CH-8803 Rueschlikon 
Switzerland
----------------------------------------------------------------------
SMTP: fba at zurich.ibm.com
Notes: Frank Bagehorn/Zurich/IBM at IBMCH
phone: ++41 (01) 724 83 23  fax: ++41 (01) 724 89 59



From jesse at bestpractical.com  Tue Nov 13 11:58:28 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 13 Nov 2001 11:58:28 -0500
Subject: [rt-users] Reply mail seems never to be send out
In-Reply-To: <OF79F33678.81DE82BA-ONC1256B03.005B21AE@LocalDomain>; from FBA@zurich.ibm.com on Tue, Nov 13, 2001 at 05:45:27PM +0100
References: <OF79F33678.81DE82BA-ONC1256B03.005B21AE@LocalDomain>
Message-ID: <20011113115828.D4916@pallas.fsck.com>

Have you set up scrips to send mail, per the advice in the installation
and configuration guide?



On Tue, Nov 13, 2001 at 05:45:27PM +0100, Frank Bagehorn wrote:
> Hi,
> I just installed RT 2.0.8 on a RedHat 7.2 system. I configured it to use 
> sendmail (with a symlink of /opt/rt2/bin/rt-mailgate to 
> /etc/smrsh/rt-mailgate). I am able to create tickets via e-mail, and if a 
> user tries to create a ticket without having permissions to do so, he (and 
> me as the admin) gets an e-mail telling him so.
> So e-mail in general seems to work, but when I try to do a reply to a 
> ticket, the reply is never actually send out. RT appends everything nicely 
> to the ticket history, when I look into the maillog of the system nothing 
> has bee send (i.e. no entry in maillog, /var/spool/mqueue untouched) and 
> also no new entry under /var/log/rt .
> I tried the different given configurations in config.pm (with or without 
> sendmailpipe, with a simple '-oi' option or the long version), but no 
> changes.
> The fact that no errors are reported, makes it hard to track it down.
> I have given my "outgoing mail config" below.
> 
> Any ideas ?
> 
> Frank
> 
> # {{{ Outgoing mail configuration
> 
> #$MailAlias is a generic alias to send mail to for any request
> #already in a queue.
> 
> #RT is designed such that any mail which already has a ticket-id 
> associated
> #with it will get to the right place automatically.
> 
> #This is the default address that will be listed in
> #From: and Reply-To: headers of mail tracked by RT unless overridden
> #by a queue specific address
> 
> $CorrespondAddress='666 at zurich.ibm.com';
> 
> $CommentAddress='666 at zurich.ibm.com';
> 
> 
> #Sendmail Configuration
> 
> # $MailCommand defines which method RT will use to try to send mail
> # We know that 'sendmail' works fairly well.
> # If 'sendmail' doesn't work well for you, try 'sendmailpipe'
> # But note that you have to configure $SendmailPath and add a -t
> # to $SendmailArguments
> 
> $MailCommand = 'sendmail';
> 
> # $SendmailArguments defines what flags to pass to $Sendmail
> # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand 
> above.
> # If you picked 'sendmailpipe', you MUST add a -t flag to 
> $SendmailArguments
> 
> # These options are good for most sendmail wrappers and workalikes
> #$SendmailArguments="-oi";
> 
> # These arguments are good for sendmail brand sendmail 8 and newer
> $SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";
> 
> # If you selected 'sendmailpipe' above, you MUST specify the path
> # to your sendmail binary in $SendmailPath.
> # !! If you did not # select 'sendmailpipe' above, this has no effect!!
> $SendmailPath = "/usr/sbin/sendmail";
> 
> # RT can optionally set a "Friendly" 'To:' header when sending messages to
> # Ccs or AdminCcs (rather than having a blank 'To:' header.
> # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
> # If you are using sendmail, rather than postfix, qmail, exim or some 
> other MTA,
> # you _must_ disable this option.
> 
> $UseFriendlyToLine = 0;
> 
> 
> # }}}
> 
> ----------------------------------------------------------------------
> Dr. Frank Bagehorn
> IBM Zurich Research Lab.
> Saeumerstr. 4
> CH-8803 Rueschlikon 
> Switzerland
> ----------------------------------------------------------------------
> SMTP: fba at zurich.ibm.com
> Notes: Frank Bagehorn/Zurich/IBM at IBMCH
> phone: ++41 (01) 724 83 23  fax: ++41 (01) 724 89 59
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From FBA at zurich.ibm.com  Tue Nov 13 12:32:45 2001
From: FBA at zurich.ibm.com (Frank Bagehorn)
Date: Tue, 13 Nov 2001 18:32:45 +0100
Subject: [rt-users] Reply mail seems never to be send out
Message-ID: <OFDA8BD0CD.F668E306-ONC1256B03.00602BFA@LocalDomain>

Yes, I have and e.g. autoreply works and sends out an e-mail to the 
requestor.
However a reply "by hand" doesn't work and this should work independently 
of a scrips configuration, shouldn't it ?

Frank

----------------------------------------------------------------------
Dr. Frank Bagehorn
IBM Zurich Research Lab.
Saeumerstr. 4
CH-8803 Rueschlikon 
Switzerland
----------------------------------------------------------------------
SMTP: fba at zurich.ibm.com
Notes: Frank Bagehorn/Zurich/IBM at IBMCH
phone: ++41 (01) 724 83 23  fax: ++41 (01) 724 89 59

> Have you set up scrips to send mail, per the advice in the installation
> and configuration guide?



On Tue, Nov 13, 2001 at 05:45:27PM +0100, Frank Bagehorn wrote:
> Hi,
> I just installed RT 2.0.8 on a RedHat 7.2 system. I configured it to use 

> sendmail (with a symlink of /opt/rt2/bin/rt-mailgate to 
> /etc/smrsh/rt-mailgate). I am able to create tickets via e-mail, and if 
a 
> user tries to create a ticket without having permissions to do so, he 
(and 
> me as the admin) gets an e-mail telling him so.
> So e-mail in general seems to work, but when I try to do a reply to a 
> ticket, the reply is never actually send out. RT appends everything 
nicely 
> to the ticket history, when I look into the maillog of the system 
nothing 
> has bee send (i.e. no entry in maillog, /var/spool/mqueue untouched) and 

> also no new entry under /var/log/rt .
> I tried the different given configurations in config.pm (with or without 

> sendmailpipe, with a simple '-oi' option or the long version), but no 
> changes.
> The fact that no errors are reported, makes it hard to track it down.
> I have given my "outgoing mail config" below.
> 
> Any ideas ?
> 
> Frank
> 
> # {{{ Outgoing mail configuration
> 
> #$MailAlias is a generic alias to send mail to for any request
> #already in a queue.
> 
> #RT is designed such that any mail which already has a ticket-id 
> associated
> #with it will get to the right place automatically.
> 
> #This is the default address that will be listed in
> #From: and Reply-To: headers of mail tracked by RT unless overridden
> #by a queue specific address
> 
> $CorrespondAddress='666 at zurich.ibm.com';
> 
> $CommentAddress='666 at zurich.ibm.com';
> 
> 
> #Sendmail Configuration
> 
> # $MailCommand defines which method RT will use to try to send mail
> # We know that 'sendmail' works fairly well.
> # If 'sendmail' doesn't work well for you, try 'sendmailpipe'
> # But note that you have to configure $SendmailPath and add a -t
> # to $SendmailArguments
> 
> $MailCommand = 'sendmail';
> 
> # $SendmailArguments defines what flags to pass to $Sendmail
> # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand 
> above.
> # If you picked 'sendmailpipe', you MUST add a -t flag to 
> $SendmailArguments
> 
> # These options are good for most sendmail wrappers and workalikes
> #$SendmailArguments="-oi";
> 
> # These arguments are good for sendmail brand sendmail 8 and newer
> $SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";
> 
> # If you selected 'sendmailpipe' above, you MUST specify the path
> # to your sendmail binary in $SendmailPath.
> # !! If you did not # select 'sendmailpipe' above, this has no effect!!
> $SendmailPath = "/usr/sbin/sendmail";
> 
> # RT can optionally set a "Friendly" 'To:' header when sending messages 
to
> # Ccs or AdminCcs (rather than having a blank 'To:' header.
> # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
> # If you are using sendmail, rather than postfix, qmail, exim or some 
> other MTA,
> # you _must_ disable this option.
> 
> $UseFriendlyToLine = 0;
> 
> 
> # }}}
> 
> ----------------------------------------------------------------------
> Dr. Frank Bagehorn
> IBM Zurich Research Lab.
> Saeumerstr. 4
> CH-8803 Rueschlikon 
> Switzerland
> ----------------------------------------------------------------------
> SMTP: fba at zurich.ibm.com
> Notes: Frank Bagehorn/Zurich/IBM at IBMCH
> phone: ++41 (01) 724 83 23  fax: ++41 (01) 724 89 59
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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






From jesse at bestpractical.com  Tue Nov 13 12:42:14 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 13 Nov 2001 12:42:14 -0500
Subject: [rt-users] Reply mail seems never to be send out
In-Reply-To: <OFDA8BD0CD.F668E306-ONC1256B03.00602BFA@LocalDomain>; from FBA@zurich.ibm.com on Tue, Nov 13, 2001 at 06:32:45PM +0100
References: <OFDA8BD0CD.F668E306-ONC1256B03.00602BFA@LocalDomain>
Message-ID: <20011113124214.E4916@pallas.fsck.com>

Are you having problems with the fact that RT never CCs the Sender of a 
message when it sends it out to requestors/ccs/adminccs?



On Tue, Nov 13, 2001 at 06:32:45PM +0100, Frank Bagehorn wrote:
> Yes, I have and e.g. autoreply works and sends out an e-mail to the 
> requestor.
> However a reply "by hand" doesn't work and this should work independently 
> of a scrips configuration, shouldn't it ?
> 
> Frank
> 
> ----------------------------------------------------------------------
> Dr. Frank Bagehorn
> IBM Zurich Research Lab.
> Saeumerstr. 4
> CH-8803 Rueschlikon 
> Switzerland
> ----------------------------------------------------------------------
> SMTP: fba at zurich.ibm.com
> Notes: Frank Bagehorn/Zurich/IBM at IBMCH
> phone: ++41 (01) 724 83 23  fax: ++41 (01) 724 89 59
> 
> > Have you set up scrips to send mail, per the advice in the installation
> > and configuration guide?
> 
> 
> 
> On Tue, Nov 13, 2001 at 05:45:27PM +0100, Frank Bagehorn wrote:
> > Hi,
> > I just installed RT 2.0.8 on a RedHat 7.2 system. I configured it to use 
> 
> > sendmail (with a symlink of /opt/rt2/bin/rt-mailgate to 
> > /etc/smrsh/rt-mailgate). I am able to create tickets via e-mail, and if 
> a 
> > user tries to create a ticket without having permissions to do so, he 
> (and 
> > me as the admin) gets an e-mail telling him so.
> > So e-mail in general seems to work, but when I try to do a reply to a 
> > ticket, the reply is never actually send out. RT appends everything 
> nicely 
> > to the ticket history, when I look into the maillog of the system 
> nothing 
> > has bee send (i.e. no entry in maillog, /var/spool/mqueue untouched) and 
> 
> > also no new entry under /var/log/rt .
> > I tried the different given configurations in config.pm (with or without 
> 
> > sendmailpipe, with a simple '-oi' option or the long version), but no 
> > changes.
> > The fact that no errors are reported, makes it hard to track it down.
> > I have given my "outgoing mail config" below.
> > 
> > Any ideas ?
> > 
> > Frank
> > 
> > # {{{ Outgoing mail configuration
> > 
> > #$MailAlias is a generic alias to send mail to for any request
> > #already in a queue.
> > 
> > #RT is designed such that any mail which already has a ticket-id 
> > associated
> > #with it will get to the right place automatically.
> > 
> > #This is the default address that will be listed in
> > #From: and Reply-To: headers of mail tracked by RT unless overridden
> > #by a queue specific address
> > 
> > $CorrespondAddress='666 at zurich.ibm.com';
> > 
> > $CommentAddress='666 at zurich.ibm.com';
> > 
> > 
> > #Sendmail Configuration
> > 
> > # $MailCommand defines which method RT will use to try to send mail
> > # We know that 'sendmail' works fairly well.
> > # If 'sendmail' doesn't work well for you, try 'sendmailpipe'
> > # But note that you have to configure $SendmailPath and add a -t
> > # to $SendmailArguments
> > 
> > $MailCommand = 'sendmail';
> > 
> > # $SendmailArguments defines what flags to pass to $Sendmail
> > # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand 
> > above.
> > # If you picked 'sendmailpipe', you MUST add a -t flag to 
> > $SendmailArguments
> > 
> > # These options are good for most sendmail wrappers and workalikes
> > #$SendmailArguments="-oi";
> > 
> > # These arguments are good for sendmail brand sendmail 8 and newer
> > $SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";
> > 
> > # If you selected 'sendmailpipe' above, you MUST specify the path
> > # to your sendmail binary in $SendmailPath.
> > # !! If you did not # select 'sendmailpipe' above, this has no effect!!
> > $SendmailPath = "/usr/sbin/sendmail";
> > 
> > # RT can optionally set a "Friendly" 'To:' header when sending messages 
> to
> > # Ccs or AdminCcs (rather than having a blank 'To:' header.
> > # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
> > # If you are using sendmail, rather than postfix, qmail, exim or some 
> > other MTA,
> > # you _must_ disable this option.
> > 
> > $UseFriendlyToLine = 0;
> > 
> > 
> > # }}}
> > 
> > ----------------------------------------------------------------------
> > Dr. Frank Bagehorn
> > IBM Zurich Research Lab.
> > Saeumerstr. 4
> > CH-8803 Rueschlikon 
> > Switzerland
> > ----------------------------------------------------------------------
> > SMTP: fba at zurich.ibm.com
> > Notes: Frank Bagehorn/Zurich/IBM at IBMCH
> > phone: ++41 (01) 724 83 23  fax: ++41 (01) 724 89 59
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From feargal at thecia.ie  Tue Nov 13 12:55:16 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Tue, 13 Nov 2001 17:55:16 +0000
Subject: [rt-users] installation - DBD::mysql
In-Reply-To: <20011106122746.F9020@pallas.fsck.com>
References: <Pine.LNX.4.21.0111051454590.4085-100000@willow.irus.rri.on.ca>
	<20011106122746.F9020@pallas.fsck.com>
Message-ID: <20011113175516.2c91b91e.feargal@thecia.ie>

The version I have sitting at http://www.helgrim.com/perlmodules/ is 1.2216
Don't know if that's of help. Should I update it?
I don't use mysql, so I may be behind on some of the requirements.

-Feargal.

On Tue, 6 Nov 2001 12:27:46 -0500, Jesse Vincent <jesse at bestpractical.com> wrote:

> The DBD::mysql installed by that rev of Msql-Mysql modules should be fine.
> 
> I'm sort of wondering if the author backed down the module version # or somesuch.....
> 	-j
> 
> 
> On Mon, Nov 05, 2001 at 02:55:54PM -0500, Art Mulder wrote:
> > 
> > I'm having a lot of headaches trying to get this thing installed.
> > I've been stuck at the "make testdeps" stage for the past 3 days.
> > 
> > Right now, I can't seem to get past this:
> >   ...
> >   Checking for DBD::mysql 2.0416 ....DBD::mysql 2.0416  not installed.            
> > 
> > I've downloaded three different versions of the module and it still tries
> > to tell me that it's not there.  Just now I got the most recent version
> > I could find -- Msql-Mysql-modules-1.2219 and installed it, and the same
> > message pops up from "make testdeps".  I'm getting discouraged here.
> > 
> > I'm on Solaris 7, just put in the latest Apache, and mod_perl, and I'm 
> > running perl v5.6.0
> > 
> > ---------- ---------- ---------- ---------- ---------- ---------- ----------
> >  Art Mulder,                                      Sr Systems Administrator 
> >  amulder at irus.rri.ca                The John P. Robarts Research Institute
> >  www.irus.rri.ca/~amulder/                    London, Ontario, Canada, Eh!
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


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

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

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From sikora at inova.com.br  Tue Nov 13 13:52:16 2001
From: sikora at inova.com.br (Rodolfo Sikora)
Date: 13 Nov 2001 15:52:16 -0300
Subject: [rt-users] RT CVS / anonymous read only
Message-ID: <20011113175221.7423.qmail@tequila.inova.com.br>

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From lslarry at caravan.ru  Tue Nov 13 12:56:12 2001
From: lslarry at caravan.ru (Dmitry Semkin)
Date: Tue, 13 Nov 2001 20:56:12 +0300
Subject: [rt-users] newbie question
Message-ID: <E163hmC-000IUE-00@mx1.caravan.ru>

hi, ppl

is there any documentation and, preferable, examples for rt?
why rt uses two addresses for one queue? what's the reason for "comment" and 
what this action does?

-- 
Dmitry Semkin, LSLARRY-RIPN, lslarry at caravan.ru
ISP "CARAVAN" +7 095 363 2252




From allbery at ece.cmu.edu  Tue Nov 13 13:18:22 2001
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Tue, 13 Nov 2001 13:18:22 -0500
Subject: [rt-users] newbie question
In-Reply-To: <E163hmC-000IUE-00@mx1.caravan.ru>
References: <E163hmC-000IUE-00@mx1.caravan.ru>
Message-ID: <19700000.1005675502@hilfy.ece.cmu.edu>

On Tuesday, November 13, 2001 20:56:12 +0300, Dmitry Semkin 
<lslarry at caravan.ru> wrote:
+-----
| is there any documentation and, preferable, examples for rt?
+--->8

http://www.helgrim.com/rtdocs/index.html should answer all your questions.

The difference between "correspondence" and "comments" is that, while both 
are logged, only the former are copied to the requestor.  This allows 
support personnel to have a logged discussion of details of a ticket 
without  boring the requestor, who likely doesn't know or care about the 
details.  (Among other things.)

-- 
brandon s. allbery  [os/2][linux][solaris][freebsd]   allbery at kf8nh.apk.net
system administrator   [JAPH][WAY too many hats]        allbery at ece.cmu.edu
electrical and computer engineering                                   KF8NH
carnegie mellon university     [linux: proof of the million monkeys theory]




From ccoy at ssww.com  Tue Nov 13 13:12:03 2001
From: ccoy at ssww.com (Carrie Coy)
Date: Tue, 13 Nov 2001 13:12:03 -0500
Subject: [rt-users] Re: Logout doesn't really log me out
Message-ID: <3BF16273.FBDA8E7B@ssww.com>

What does anyone think about this?

$WebExternalAuth =1
    privileged users don't even have a "LogOut" button.
    regular users can log off, but it doesn't really log them off:
    "NoAuth/LogOut.html" is called, but the screen is immediately
repainted with "/"

$WebExternalAuth = undef
    both privileged users and regular users can log out normally.
--
Carrie Coy
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From drg at verio.net  Tue Nov 13 13:15:44 2001
From: drg at verio.net (Darren Grabowski)
Date: Tue, 13 Nov 2001 18:15:44 +0000
Subject: [rt-users] "Ordinary" CGI-Scripts don't work after installing RT2
In-Reply-To: <BPEOJKJIDFBLFKLOIFEAIEOACKAA.krikke@macatawa.org>; from krikke@macatawa.org on Thu, Nov 01, 2001 at 01:13:52PM -0500
References: <011701c16299$05234380$a90ba8c0@city.lnk> <BPEOJKJIDFBLFKLOIFEAIEOACKAA.krikke@macatawa.org>
Message-ID: <20011113181544.A13105@verio.net>

Josh Krikke is quoted as saying:
> This is more of an Apache and Mason question, but here you go:
> 1. You don't have a ScriptAlias in there for your cgi-bin
> 2. After you put that in, Mason will still try to handle all your requests.
> I'd put a
> <FilesMatch "*.html">
>     SetHandler perl-script
>     PerlHandler RT::Mason
> </FilesMatch>
> instead of your <Location /> tags.  I've not had problems with that.
> 3. If that is your only IP, then once you put that VirtualHost in there,
> directives in there will override everything else in your httpd.conf file.

This works great, except when users send in attachments.  How can I set this
up so Mason handles everything except cgi scripts?

darren



From krikke at macatawa.org  Tue Nov 13 14:05:21 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Tue, 13 Nov 2001 14:05:21 -0500
Subject: [rt-users] "Ordinary" CGI-Scripts don't work after installing RT2
In-Reply-To: <20011113181544.A13105@verio.net>
Message-ID: <BPEOJKJIDFBLFKLOIFEACEOHCLAA.krikke@macatawa.org>

I've since added some to it.  This handles attachments as well.  I don't
know if it has any performance issues...  Here's a new excerpt:
         <FilesMatch "*.html">
          SetHandler perl-script
          PerlHandler RT::Mason
         </FilesMatch>
         <LocationMatch "/*/Attachment">
          SetHandler perl-script
          PerlHandler RT::Mason
         </LocationMatch>

This location directive is just another regex.  Come to think of it,
something like this should work for anything _not_ in cgi-bin:

         <LocationMatch "!^/cgi-bin/$">  #not sure about the regex syntax
here
          SetHandler perl-script
          PerlHandler RT::Mason
         </LocationMatch>

I don't have time to try it right now, but I might try it in the next few
days.  I'll let everyone know if no one else does.

-Josh

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Darren Grabowski
> Sent: Tuesday, November 13, 2001 1:16 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] "Ordinary" CGI-Scripts don't work after
> installing RT2
>
>
> Josh Krikke is quoted as saying:
> > This is more of an Apache and Mason question, but here you go:
> > 1. You don't have a ScriptAlias in there for your cgi-bin
> > 2. After you put that in, Mason will still try to handle all
> your requests.
> > I'd put a
> > <FilesMatch "*.html">
> >     SetHandler perl-script
> >     PerlHandler RT::Mason
> > </FilesMatch>
> > instead of your <Location /> tags.  I've not had problems with that.
> > 3. If that is your only IP, then once you put that VirtualHost in there,
> > directives in there will override everything else in your
> httpd.conf file.
>
> This works great, except when users send in attachments.  How can
> I set this
> up so Mason handles everything except cgi scripts?
>
> darren
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From cec2000 at mail.ru  Tue Nov 13 13:31:28 2001
From: cec2000 at mail.ru (Sergey Gurov)
Date: Tue, 13 Nov 2001 21:31:28 +0300
Subject: [rt-users] RT now integrates with CVS
Message-ID: <00fc01c16c71$689b0a60$1600a8c0@mainoffice.cfc>

Hi, Jessy

Was really funny to hack you code a little ;-)
It works fine with pserver access but if one corrects some
bugs/inconsistances
For example instead of
> ALL     /home/jesse/projects/rt-addons/log_accum --record-last-dir
one should probably use
> ALL     /home/jesse/projects/rt-addons/rt-coomit-handler --record-last-dir
and so on...
Bugs found:
 - multi line log message appears like one string in RT ticket
 - one should change $CVSROOT variable
 - line 397  -> id = untaint($id); should be     $id = untaint($id);

Also I've made some improvements to your code. If you are interested I can
post it.

Sergey

----- Original Message -----
From: "Jesse Vincent" <jesse at bestpractical.com>
To: <rt-announce at fsck.com>
Sent: Tuesday, November 13, 2001 10:21 AM
Subject: [rt-users] [rt-announce] RT now integrates with CVS


>
> I'm proud to announce the initial release of the RT cvs commit handler.
> This tool allows developers working with a CVS repository to automatically
> update tickets in RT as they commit changes to CVS.
>
> You can pick up the latest copy of the code from:
> ftp://ftp.fsck.com/pub/rt/contrib/2.0/rt-addons/rt-commit-handler
>
> To install the code, copy it to ~rt/bin, 'chgrp rt rt-coomit-handler',
> and 'chmod g+s  rt-commit-handler'.
>
> Stick the following in in CVSROOT/commitinfo
>
> ALL     /home/jesse/projects/rt-addons/log_accum --record-last-dir
>
> Stick the following  in CVSROOT/loginfo
>
> ALL         /home/jesse/projects/rt-addons/log_accum -r  %{Vvts}
>
> It should work with local cvs servers or cvs servers accessed over
rsh/ssh.
> I've got no idea how it will fare against a pserver. (There may be minor
auth
> changes).
>
> RT currently needs to live on the same server as CVS.
>
> To use this puppy, your developers all need to have their "Unix login"
field
> set to the uid that they connect to the CVS server as.
>
> Making it go is simply a matter of embedding commands at the start of the
> commit log message. Commands are executed in the order they're listed.
> If you put in repeated calls to RT-Ticket, you can perform actions on
> more than one ticket (in serial, not in parallel).
> The valid commands are as follows:
>

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From jesse at bestpractical.com  Tue Nov 13 15:07:23 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 13 Nov 2001 15:07:23 -0500
Subject: [rt-users] RT CVS / anonymous read only
In-Reply-To: <20011113175221.7423.qmail@tequila.inova.com.br>; from sikora@inova.com.br on Tue, Nov 13, 2001 at 03:52:16PM -0300
References: <20011113175221.7423.qmail@tequila.inova.com.br>
Message-ID: <20011113150723.D768@pallas.fsck.com>

Hiya Rodolfo,
	So the real thing that's holding up easy localization for RT is a good
localization solution for HTML::Mason.  If you're up for doing some research
and making a proposal about a good maintainable way to make RT easy to localize,
that would probably be a great start.  

	Thanks.

	-j


On Tue, Nov 13, 2001 at 03:52:16PM -0300, Rodolfo Sikora wrote:
> Hi there!
> 
> I was wondering how cool RT can be (if is it possible :) ) if we could translate him to another languages.
> 
> So, what's the best way in your opinion to translate it, once each new release I don't want to translate it again.
> 
> I was reading designs documents of RT and I would like to help Jesse, if it's possible and if he agree with it.
> 
> I think I can fix little bugs, and "stupid" problems, like "subject doesn't appear at comment/reply (fixed already in TOP HEAD CVS)" while Jesse fix the real ones and adds new features.
> 
> Just some ideas, I'll wait for reply.
> (RT is REALLY helping our develop/support team, and we have a lot of plans using RT)
> 
> 
> Rodolfo Sikora - Desenvolvimento e Opera??o
> Departamento de Opera??es e Tecnologia
> Inova Tecnologias - http://www.inova.com.br
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From thallara at watson.wustl.edu  Tue Nov 13 16:22:51 2001
From: thallara at watson.wustl.edu (Thomas Hallaran)
Date: Tue, 13 Nov 2001 15:22:51 -0600 (CST)
Subject: [rt-users] RT2 questions (watchers)
Message-ID: <Pine.SOL.4.10.10111131520400.24330-100000@wugsc>

Hi, So I have set up RT2 on site here and we are intending to use it to
manage all kinds of things. I have a few quick questions that I hope some
one may be able to help me with. We are running RT2 2.08 with a Mysql
backend and with a Sendmail[TM] MTA.

Add watchers doesn't work:
I log in as root->Configuration->Queues->Select a queue-> and I cant go
anywhere from here. I am  presented with a form to query users but it
looks to be missing a submit button. I have already set up users to manage
and use the queue , I have given several users/groups watching priveledges
for this queue.

Bookmark a search could be better: It would be great if you could save a
search, name it something and have it appear as a link on the search box
on the left in the search page. Maybe seperated somehow from the current
search criteria.  We want end users/ticket requestors to be able to view
all resolved tickets failry easily (Ideally without have to build there
own query). THis is a feature suggestion. Does someone in the lknow have a
sense for how hard something like this would be to add. I know perl so I
might have a crack at it.

Oh and thanks alot for RT, it's pretty much exactly what the doctor
ordered.



Tom Hallaran
Informatics
Washington University Genome Sequencing Center
314-286-1114
thallara at watson.wustl.edu








From matt at iseek.com.au  Tue Nov 13 19:43:25 2001
From: matt at iseek.com.au (matt carter)
Date: Wed, 14 Nov 2001 10:43:25 +1000 (EST)
Subject: [rt-users] bad rfc822 field name?
Message-ID: <Pine.LNX.4.31.0111141037290.9267-100000@admin.iseek.com.au>

i know a similar subject has been covered in the mailing lists in early
october, however the problem in that instance appeared to be attributed to
missing a blank line after subject: header in the templates. i dont
believe this the case for me.

i'm running 2.0.8 and i'm noticing that when a user emails a ticket to rt
using rt-mailgate that if the subject line exceeds a certain number of
characters, that the ticket will be created however, the user does not get
an auto reply, and the group does not get notified as my templates and
scrips have been set to do.

any ticket with a subject shorter than this specified length are fine.
(actual names have been subsituted by word name is still same length)

eg:

     63 Nov 14 To: support at iseek.com.au                        (343) (xxxxxxx) customer provided with yy dialup is having difficulty pls contact.
     64 Nov 14 To: support at iseek.com.au                        (338) (xxxxxxx) call xxxxxxxxx xxxxxxx new dsl installation and discuss nat
     65 Nov 14 To: support at iseek.com.au                        (387) (xxxxxxx) change documents provided to xxxxx regarding technical details of installation



webrt:/var/log/rt# cat rt.log.4616.1
Bad RFC822 field name ' Contact.'
 at /opt/local/packages/rt2/lib/RT/Template.pm line 255
Bad RFC822 field name ' Contact.'
 at /opt/local/packages/rt2/lib/RT/Template.pm line 255

webrt:/var/log/rt# cat rt.log.4622.1
Bad RFC822 field name ' Nat'
 at /opt/local/packages/rt2/lib/RT/Template.pm line 255
Bad RFC822 field name ' Nat'
 at /opt/local/packages/rt2/lib/RT/Template.pm line 255

webrt:/var/log/rt# cat rt.log.4627.1
Bad RFC822 field name ' Details Of Installation'
 at /opt/local/packages/rt2/lib/RT/Template.pm line 255
Bad RFC822 field name ' Details Of Installation'
 at /opt/local/packages/rt2/lib/RT/Template.pm line 255
webrt:/var/log/rt#


All my templates have a blank line after the subject: header where it is
used.

any ideas?

--matt






From matt at iseek.com.au  Tue Nov 13 20:43:06 2001
From: matt at iseek.com.au (matt carter)
Date: Wed, 14 Nov 2001 11:43:06 +1000 (EST)
Subject: [rt-users] 'non-text message not quoted' when replying to entries made via
 WebRT
In-Reply-To: <Pine.LNX.4.31.0111141037290.9267-100000@admin.iseek.com.au>
Message-ID: <Pine.LNX.4.31.0111141141390.27530-100000@admin.iseek.com.au>

once again, found this one in the archives, but i'm using 2.0.8 and still
seeing this same behaviour. ie: some comments result in "non-text message
not quoted" when attempting to reply/comment to said portion, even though
the text was entered via the http interface.

ideas?

--matt


[rt-users] 'non-text message not quoted' when replying to entries made via WebRT
Jesse Vincent jesse at bestpractical.com
Mon, 27 Aug 2001 12:38:23 -0400

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--------------------------------------------------------------------------------

This is a known issue in 2.0.5_03. It is fixed in the 2.0.6 prerelease series.


On Mon, Aug 27, 2001 at 10:02:53AM +0200, Harald Wagener wrote:
>
> Hello,
>
>
> in rt 2.0.5_03, when replying to an action entered through WebRT, the message
> replied to does not
> get quoted because RT deems the original message non-text. Can this behavior be
> changed?
>
> Regards,
> 	Harald
>
> --
> Harald Wagener      |                                Systemadministrator
> FCB/Wilkens GmbH    |                              Tel.:+49-40-2881-1252
> An der Alster 42    |                              Fax.:+49-40-2881-1263
> 20099 Hamburg       |                         http://www.fcb-wilkens.com
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>

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




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From lslarry at caravan.ru  Wed Nov 14 03:51:11 2001
From: lslarry at caravan.ru (Dmitry Semkin)
Date: Wed, 14 Nov 2001 11:51:11 +0300
Subject: [rt-users] newbie question
In-Reply-To: <19700000.1005675502@hilfy.ece.cmu.edu>
References: <E163hmC-000IUE-00@mx1.caravan.ru> <19700000.1005675502@hilfy.ece.cmu.edu>
Message-ID: <E163vkG-000C69-00@mx1.caravan.ru>

??????? 13 ?????? 2001 21:18, ?? ????????:
> On Tuesday, November 13, 2001 20:56:12 +0300, Dmitry Semkin
> <lslarry at caravan.ru> wrote:
> +-----
>
> | is there any documentation and, preferable, examples for rt?
>
> +--->8
>
> http://www.helgrim.com/rtdocs/index.html should answer all your questions.
>
> The difference between "correspondence" and "comments" is that, while both
> are logged, only the former are copied to the requestor.  This allows
> support personnel to have a logged discussion of details of a ticket
> without  boring the requestor, who likely doesn't know or care about the
> details.  (Among other things.)

hmm. I'm using cgate pro as mta (www.stalker.com)
below is "router" ruleset
<support> = "rt-mailgate\ --queue\ support\ --action\ correspond"@pipe
<rt-comment> = "rt-mailgate\ --queue\ support\ --action\ comment"@pipe

if I send letter to support at domain I receive it, the letter apears in queue, 
i.e. all this jazz looks like ok.
but if I send letter to rt-comment at domain I see only the next few lines in 
log:
comment aliases require a TicketId to work oncomment aliases require a 
TicketId to work on (from someone at somewhere) 
<E163vQw-0002hG-00 at mx1.somedomain>
so, what for this address must be used? 

and second question. how I can remove users?

-- 
Dmitry Semkin, LSLARRY-RIPN, lslarry at caravan.ru
ISP "CARAVAN" +7 095 363 2252




From FBA at zurich.ibm.com  Wed Nov 14 04:12:59 2001
From: FBA at zurich.ibm.com (Frank Bagehorn)
Date: Wed, 14 Nov 2001 10:12:59 +0100
Subject: [rt-users] Reply mail seems never to be send out
Message-ID: <OF10E99F5F.BE7DDA53-ONC1256B04.00322D02@LocalDomain>

No, its much simpler. I'm having problems with the fact that RT doesn't 
send out the reply to the requestors/ccs/adminccs ... :-(
(Which is curious since autoreplies and error messages are sent out.)

Frank

----------------------------------------------------------------------
Dr. Frank Bagehorn
IBM Zurich Research Lab.
Saeumerstr. 4
CH-8803 Rueschlikon 
Switzerland
----------------------------------------------------------------------
SMTP: fba at zurich.ibm.com
Notes: Frank Bagehorn/Zurich/IBM at IBMCH
phone: ++41 (01) 724 83 23  fax: ++41 (01) 724 89 59


Are you having problems with the fact that RT never CCs the Sender of a 
message when it sends it out to requestors/ccs/adminccs?



On Tue, Nov 13, 2001 at 06:32:45PM +0100, Frank Bagehorn wrote:
> Yes, I have and e.g. autoreply works and sends out an e-mail to the 
> requestor.
> However a reply "by hand" doesn't work and this should work 
independently 
> of a scrips configuration, shouldn't it ?
> 
> Frank
> 
> ----------------------------------------------------------------------
> Dr. Frank Bagehorn
> IBM Zurich Research Lab.
> Saeumerstr. 4
> CH-8803 Rueschlikon 
> Switzerland
> ----------------------------------------------------------------------
> SMTP: fba at zurich.ibm.com
> Notes: Frank Bagehorn/Zurich/IBM at IBMCH
> phone: ++41 (01) 724 83 23  fax: ++41 (01) 724 89 59
> 
> > Have you set up scrips to send mail, per the advice in the 
installation
> > and configuration guide?
> 
> 
> 
> On Tue, Nov 13, 2001 at 05:45:27PM +0100, Frank Bagehorn wrote:
> > Hi,
> > I just installed RT 2.0.8 on a RedHat 7.2 system. I configured it to 
use 
> 
> > sendmail (with a symlink of /opt/rt2/bin/rt-mailgate to 
> > /etc/smrsh/rt-mailgate). I am able to create tickets via e-mail, and 
if 
> a 
> > user tries to create a ticket without having permissions to do so, he 
> (and 
> > me as the admin) gets an e-mail telling him so.
> > So e-mail in general seems to work, but when I try to do a reply to a 
> > ticket, the reply is never actually send out. RT appends everything 
> nicely 
> > to the ticket history, when I look into the maillog of the system 
> nothing 
> > has bee send (i.e. no entry in maillog, /var/spool/mqueue untouched) 
and 
> 
> > also no new entry under /var/log/rt .
> > I tried the different given configurations in config.pm (with or 
without 
> 
> > sendmailpipe, with a simple '-oi' option or the long version), but no 
> > changes.
> > The fact that no errors are reported, makes it hard to track it down.
> > I have given my "outgoing mail config" below.
> > 
> > Any ideas ?
> > 
> > Frank
> > 
> > # {{{ Outgoing mail configuration
> > 
> > #$MailAlias is a generic alias to send mail to for any request
> > #already in a queue.
> > 
> > #RT is designed such that any mail which already has a ticket-id 
> > associated
> > #with it will get to the right place automatically.
> > 
> > #This is the default address that will be listed in
> > #From: and Reply-To: headers of mail tracked by RT unless overridden
> > #by a queue specific address
> > 
> > $CorrespondAddress='666 at zurich.ibm.com';
> > 
> > $CommentAddress='666 at zurich.ibm.com';
> > 
> > 
> > #Sendmail Configuration
> > 
> > # $MailCommand defines which method RT will use to try to send mail
> > # We know that 'sendmail' works fairly well.
> > # If 'sendmail' doesn't work well for you, try 'sendmailpipe'
> > # But note that you have to configure $SendmailPath and add a -t
> > # to $SendmailArguments
> > 
> > $MailCommand = 'sendmail';
> > 
> > # $SendmailArguments defines what flags to pass to $Sendmail
> > # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand 

> > above.
> > # If you picked 'sendmailpipe', you MUST add a -t flag to 
> > $SendmailArguments
> > 
> > # These options are good for most sendmail wrappers and workalikes
> > #$SendmailArguments="-oi";
> > 
> > # These arguments are good for sendmail brand sendmail 8 and newer
> > $SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";
> > 
> > # If you selected 'sendmailpipe' above, you MUST specify the path
> > # to your sendmail binary in $SendmailPath.
> > # !! If you did not # select 'sendmailpipe' above, this has no 
effect!!
> > $SendmailPath = "/usr/sbin/sendmail";
> > 
> > # RT can optionally set a "Friendly" 'To:' header when sending 
messages 
> to
> > # Ccs or AdminCcs (rather than having a blank 'To:' header.
> > # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
> > # If you are using sendmail, rather than postfix, qmail, exim or some 
> > other MTA,
> > # you _must_ disable this option.
> > 
> > $UseFriendlyToLine = 0;
> > 
> > 
> > # }}}
> > 
> > ----------------------------------------------------------------------
> > Dr. Frank Bagehorn
> > IBM Zurich Research Lab.
> > Saeumerstr. 4
> > CH-8803 Rueschlikon 
> > Switzerland
> > ----------------------------------------------------------------------
> > SMTP: fba at zurich.ibm.com
> > Notes: Frank Bagehorn/Zurich/IBM at IBMCH
> > phone: ++41 (01) 724 83 23  fax: ++41 (01) 724 89 59
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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






From andreas.kruthoff at softwired-inc.com  Wed Nov 14 04:26:36 2001
From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff)
Date: Wed, 14 Nov 2001 10:26:36 +0100
Subject: [rt-users] Create Ticket and set Owner and notify Owner
Message-ID: <200111140926.fAE9QbP21721@pegasus.dmz.softwired.ch>

RT208, mysql, apache.

Feature request:
If I create a ticket for somebody with the web ui, it would be cool if the 
OnChangeOwner scrip would trigger the mail notification for that user.

Right now, it only triggers if the owner changes from user A to user B.

happy hacking,

-andreas



From carles at inlander.es  Wed Nov 14 05:58:24 2001
From: carles at inlander.es (Carles =?iso-8859-1?Q?Amig=F3?=)
Date: Wed, 14 Nov 2001 11:58:24 +0100
Subject: [rt-users] Rt getting slower
Message-ID: <3BF24E50.3D555335@inlander.es>

Hi,

We have rt installed into a AMD Athlon 700 with 128 Ram and a Linux 2.4
OS with apache, qmail and mysql running.

There are 3 people working all the day with the ticketing system, and it
is _very_ slow. To display a ticket it is about 30-60 seconds.

What is the average time a ticket gets to display?

Is there any way to speed up rt? we have about 3000 tickets into the
database, some of them are spam and are as status dead. How can we
delete this tickets?



From david.ryan at baker.ie  Wed Nov 14 08:05:28 2001
From: david.ryan at baker.ie (David Ryan)
Date: Wed, 14 Nov 2001 13:05:28 +0000
Subject: [rt-users] newbie question
References: <E163hmC-000IUE-00@mx1.caravan.ru> <19700000.1005675502@hilfy.ece.cmu.edu> <E163vkG-000C69-00@mx1.caravan.ru>
Message-ID: <3BF26C18.6E28D508@baker.ie>

Dmitry,

When a ticket is opened it is assigned an ID.

When you comment, you need to tell RT which ticket ID you are commenting
on.  This is what the message is telling you.

The ticket ID looks a bit like this - [domain.com #53] - where
domain.com is the domain you have configured RT to use (check the login
screen).

If you send a mail to the comment address and include the ticket ID, you
should find that the comment gets added.

David




Dmitry Semkin wrote:
> 
> ??????? 13 ?????? 2001 21:18, ?? ????????:
> > On Tuesday, November 13, 2001 20:56:12 +0300, Dmitry Semkin
> > <lslarry at caravan.ru> wrote:
> > +-----
> >
> > | is there any documentation and, preferable, examples for rt?
> >
> > +--->8
> >
> > http://www.helgrim.com/rtdocs/index.html should answer all your questions.
> >
> > The difference between "correspondence" and "comments" is that, while both
> > are logged, only the former are copied to the requestor.  This allows
> > support personnel to have a logged discussion of details of a ticket
> > without  boring the requestor, who likely doesn't know or care about the
> > details.  (Among other things.)
> 
> hmm. I'm using cgate pro as mta (www.stalker.com)
> below is "router" ruleset
> <support> = "rt-mailgate\ --queue\ support\ --action\ correspond"@pipe
> <rt-comment> = "rt-mailgate\ --queue\ support\ --action\ comment"@pipe
> 
> if I send letter to support at domain I receive it, the letter apears in queue,
> i.e. all this jazz looks like ok.
> but if I send letter to rt-comment at domain I see only the next few lines in
> log:
> comment aliases require a TicketId to work oncomment aliases require a
> TicketId to work on (from someone at somewhere)
> <E163vQw-0002hG-00 at mx1.somedomain>
> so, what for this address must be used?
> 
> and second question. how I can remove users?
> 
> --
> Dmitry Semkin, LSLARRY-RIPN, lslarry at caravan.ru
> ISP "CARAVAN" +7 095 363 2252
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From lslarry at caravan.ru  Wed Nov 14 08:25:30 2001
From: lslarry at caravan.ru (Dmitry Semkin)
Date: Wed, 14 Nov 2001 16:25:30 +0300
Subject: [rt-users] newbie question
In-Reply-To: <3BF26C18.6E28D508@baker.ie>
References: <E163hmC-000IUE-00@mx1.caravan.ru> <E163vkG-000C69-00@mx1.caravan.ru> <3BF26C18.6E28D508@baker.ie>
Message-ID: <E16401j-0007mS-00@mx1.caravan.ru>

14 11 2001 16:05, you wrote:
> Dmitry,
>
> When a ticket is opened it is assigned an ID.
>
> When you comment, you need to tell RT which ticket ID you are commenting
> on.  This is what the message is telling you.
>
> The ticket ID looks a bit like this - [domain.com #53] - where
> domain.com is the domain you have configured RT to use (check the login
> screen).
>
> If you send a mail to the comment address and include the ticket ID, you
> should find that the comment gets added.

	ok. and what field this TID must be included in? subject? message body?
but anyway, I can't realise this mail alias' purpose. where I must be looking 
for TID? or I must remember it while sending additional comments?

-- 
Dmitry Semkin, LSLARRY-RIPN, lslarry at caravan.ru
ISP "CARAVAN" +7 095 363 2252




From david.ryan at baker.ie  Wed Nov 14 08:49:00 2001
From: david.ryan at baker.ie (David Ryan)
Date: Wed, 14 Nov 2001 13:49:00 +0000
Subject: [rt-users] newbie question
References: <E163hmC-000IUE-00@mx1.caravan.ru> <E163vkG-000C69-00@mx1.caravan.ru> <3BF26C18.6E28D508@baker.ie> <E16401j-0007mS-00@mx1.caravan.ru>
Message-ID: <3BF2764C.32979C7E@baker.ie>

Dmitry,

It needs to be in the subject line.

The easiest thing for you to do is to set up a scrip with the following
settings : oncreate autoreply torequestors with template globalautoreply
- this will send you out a ticket ID which is particular to your machine
when you open a ticket by email.

The purpose of comments has been explained earlier in this thread.  It
is only relevant *if* you intend that your customers get a copy of the
ticket contents.  It basically means you don't want your customer to see
the *comment* where you said something like "this damn guy keeps making
the same mistake - we have already fixed it already"

David


Dmitry Semkin wrote:
> 
> 14 11 2001 16:05, you wrote:
> > Dmitry,
> >
> > When a ticket is opened it is assigned an ID.
> >
> > When you comment, you need to tell RT which ticket ID you are commenting
> > on.  This is what the message is telling you.
> >
> > The ticket ID looks a bit like this - [domain.com #53] - where
> > domain.com is the domain you have configured RT to use (check the login
> > screen).
> >
> > If you send a mail to the comment address and include the ticket ID, you
> > should find that the comment gets added.
> 
>         ok. and what field this TID must be included in? subject? message body?
> but anyway, I can't realise this mail alias' purpose. where I must be looking
> for TID? or I must remember it while sending additional comments?
> 
> --
> Dmitry Semkin, LSLARRY-RIPN, lslarry at caravan.ru
> ISP "CARAVAN" +7 095 363 2252



From todd.glasgow at rlxtechnologies.com  Wed Nov 14 08:49:04 2001
From: todd.glasgow at rlxtechnologies.com (todd.glasgow at rlxtechnologies.com)
Date: Wed, 14 Nov 2001 07:49:04 -0600
Subject: [rt-users] rt-mailgate error
Message-ID: <89059DB5E4DDD31194A700902798D6B70150A63F@mail.rocketlogix.com>

Scenario

mail.rocketlogix.com recieves mail, then forward onto
typhoon.rocketlogix.com.  This worked fine under rt1.07; however I upgreded
to rt 2.0.8 and i keep getting the following error.I have modified my
symlimk to /opt/rt2/etc

he original message was received at Wed, 14 Nov 2001 07:32:33 -0600
from mail.rocketlogix.com [10.1.1.45]

   ----- The following addresses had permanent fatal errors -----
"|/etc/smrsh/rt-mailgate --queue general --action correspond"
    (reason: 2)
    (expanded from: <support at typhoon.rocketlogix.com>)

   ----- Transcript of session follows -----
Can't locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
/usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0
/usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl .) at /opt/rt2/lib/RT/Interface/Email.pm line 96.

BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Email.pm line
96.
Compilation failed in require at /etc/smrsh/rt-mailgate line 17.
BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 17.
554 5.3.0 "|/etc/smrsh/rt-mailgate --queue general --action correspond"...
unknown mailer error 2

   ----- Original message follows -----

Return-Path: <todd.glasgow at rlxtechnologies.com>
Received: from mail.rocketlogix.com (mail.rocketlogix.com [10.1.1.45])
        by typhoon.rocketlogix.com (8.11.2/8.11.2) with ESMTP id
fAEDWX202698
        for <support at typhoon.rocketlogix.com>; Wed, 14 Nov 2001 07:32:33
-0600
Received: by mail.rocketlogix.com with Internet Mail Service (5.5.2653.19)
        id <W37H6656>; Wed, 14 Nov 2001 07:43:49 -0600
Message-ID: <89059DB5E4DDD31194A700902798D6B70150A63E at mail.rocketlogix.com>
From: Todd Glasgow <todd.glasgow at rlxtechnologies.com>
To: Customer Support <support at rlxtechnologies.com>
Subject: Test
Date: Wed, 14 Nov 2001 07:43:39 -0600
MIME-Version: 1.0
X-Mailer: Internet Mail Service (5.5.2653.19)
Content-Type: text/plain

Test


Any Ideas?

Todd Glasgow
"out of clever sayings..."



From jdeberry at townnews.com  Wed Nov 14 09:24:45 2001
From: jdeberry at townnews.com (John DeBerry)
Date: Wed, 14 Nov 2001 08:24:45 -0600
Subject: [rt-users] Create Ticket and set Owner and notify Owner
In-Reply-To: <200111140926.fAE9QbP21721@pegasus.dmz.softwired.ch>
Message-ID: <JDEMKKMKMAAPCNHIBFLGEEPKCMAA.jdeberry@townnews.com>

That's something that we would benefit from as well.

John DeBerry

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Andreas Kruthoff
> Sent: Wednesday, November 14, 2001 3:27 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Create Ticket and set Owner and notify Owner
> 
> 
> RT208, mysql, apache.
> 
> Feature request:
> If I create a ticket for somebody with the web ui, it would be 
> cool if the 
> OnChangeOwner scrip would trigger the mail notification for that user.
> 
> Right now, it only triggers if the owner changes from user A to user B.
> 
> happy hacking,
> 
> -andreas
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 



From krikke at macatawa.org  Wed Nov 14 09:25:28 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Wed, 14 Nov 2001 09:25:28 -0500
Subject: [rt-users] Rt getting slower
In-Reply-To: <3BF24E50.3D555335@inlander.es>
Message-ID: <BPEOJKJIDFBLFKLOIFEAIEPCCLAA.krikke@macatawa.org>

It seems like a kernel memory leak, from my experience...

I'm running RT on an AMD 450 with 128MB, and it runs fine.  I had set up a
test machine (I think Pentium 200, 64MB) and it would start out ok, but then
crunch to a halt within a half hour.  This machine was running kernel 2.4.8.
The 2.4 kernel before .11 or .12 had a leaky VM; this would cause anything
to slow down.

The 450 machine is running kernel 2.2.19 and is fine.  Which version of the
2.4 kernel are you using?  I would consider upgrading (or downgrading to
2.2) if it is less than 2.4.12.

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Carles Amigo
> Sent: Wednesday, November 14, 2001 5:58 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Rt getting slower
>
>
> Hi,
>
> We have rt installed into a AMD Athlon 700 with 128 Ram and a Linux 2.4
> OS with apache, qmail and mysql running.
>
> There are 3 people working all the day with the ticketing system, and it
> is _very_ slow. To display a ticket it is about 30-60 seconds.
>
> What is the average time a ticket gets to display?
>
> Is there any way to speed up rt? we have about 3000 tickets into the
> database, some of them are spam and are as status dead. How can we
> delete this tickets?
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From andreas.kruthoff at softwired-inc.com  Wed Nov 14 10:20:02 2001
From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff)
Date: Wed, 14 Nov 2001 16:20:02 +0100
Subject: [rt-users] Create Ticket and set Owner and notify Owner
In-Reply-To: <200111140926.fAE9QbP21721@pegasus.dmz.softwired.ch>
References: <200111140926.fAE9QbP21721@pegasus.dmz.softwired.ch>
Message-ID: <200111141520.fAEFK2P24438@pegasus.dmz.softwired.ch>

I have resolved this issue by adding a new scrip:

"OnCreate NotifyOwner with template Transaction"

have fun,

-andreas

On Wednesday 14 November 2001 10:26, Andreas Kruthoff wrote:
> RT208, mysql, apache.
>
> Feature request:
> If I create a ticket for somebody with the web ui, it would be cool if the
> OnChangeOwner scrip would trigger the mail notification for that user.
>
> Right now, it only triggers if the owner changes from user A to user B.
>
> happy hacking,
>
> -andreas
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From jdeberry at townnews.com  Wed Nov 14 10:53:18 2001
From: jdeberry at townnews.com (John DeBerry)
Date: Wed, 14 Nov 2001 09:53:18 -0600
Subject: [rt-users] Create Ticket and set Owner and notify Owner
In-Reply-To: <200111141520.fAEFK2P24438@pegasus.dmz.softwired.ch>
Message-ID: <JDEMKKMKMAAPCNHIBFLGEEPNCMAA.jdeberry@townnews.com>

Does that handle 'Nobody'-owned tickets well?

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Andreas Kruthoff
> Sent: Wednesday, November 14, 2001 9:20 AM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Create Ticket and set Owner and notify Owner
> 
> 
> I have resolved this issue by adding a new scrip:
> 
> "OnCreate NotifyOwner with template Transaction"
> 
> have fun,
> 
> -andreas
> 
> On Wednesday 14 November 2001 10:26, Andreas Kruthoff wrote:
> > RT208, mysql, apache.
> >
> > Feature request:
> > If I create a ticket for somebody with the web ui, it would be 
> cool if the
> > OnChangeOwner scrip would trigger the mail notification for that user.
> >
> > Right now, it only triggers if the owner changes from user A to user B.
> >
> > happy hacking,
> >
> > -andreas
> >
> > _______________________________________________
> > 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 carles at inlander.es  Wed Nov 14 11:04:15 2001
From: carles at inlander.es (Carles =?iso-8859-1?Q?Amig=F3?=)
Date: Wed, 14 Nov 2001 17:04:15 +0100
Subject: [rt-users] Rt getting slower
References: <BPEOJKJIDFBLFKLOIFEAIEPCCLAA.krikke@macatawa.org>
Message-ID: <3BF295FF.3D4FE441@inlander.es>

I'm using kernel 2.4.2. It's a default RedHat 7.1

I was monitoring the server, and everytime someone opens a ticket, there
are a lot of disk accesses... The memory is ok, and the swap is not
used...

Josh Krikke escribi?:
> 
> It seems like a kernel memory leak, from my experience...
> 
> I'm running RT on an AMD 450 with 128MB, and it runs fine.  I had set up a
> test machine (I think Pentium 200, 64MB) and it would start out ok, but then
> crunch to a halt within a half hour.  This machine was running kernel 2.4.8.
> The 2.4 kernel before .11 or .12 had a leaky VM; this would cause anything
> to slow down.
> 
> The 450 machine is running kernel 2.2.19 and is fine.  Which version of the
> 2.4 kernel are you using?  I would consider upgrading (or downgrading to
> 2.2) if it is less than 2.4.12.
> 
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Carles Amigo
> > Sent: Wednesday, November 14, 2001 5:58 AM
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] Rt getting slower
> >
> >
> > Hi,
> >
> > We have rt installed into a AMD Athlon 700 with 128 Ram and a Linux 2.4
> > OS with apache, qmail and mysql running.
> >
> > There are 3 people working all the day with the ticketing system, and it
> > is _very_ slow. To display a ticket it is about 30-60 seconds.
> >
> > What is the average time a ticket gets to display?
> >
> > Is there any way to speed up rt? we have about 3000 tickets into the
> > database, some of them are spam and are as status dead. How can we
> > delete this tickets?
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >



From erwin at bluedome.net  Wed Nov 14 11:26:06 2001
From: erwin at bluedome.net (Erwin Blekkenhorst)
Date: Wed, 14 Nov 2001 17:26:06 +0100
Subject: [rt-users] Creator RealName not set
Message-ID: <5.1.0.14.2.20011114170558.02daee40@pop.bluedome.net>

Hi,

Any idea why the creator's RealName is not set after a ticket is created 
through the email gateway?
The scrip 'OnCreate NotifyAllWatchers with template Correspondence' sends a 
notification whereby the 'From' header is created with this variable 
substitution: "$friendly_name via RT <$replyto>". $friendly_name is 
constructed from the creator's RealName which, in my case, appears to be 
NULL. This results in an annoying 'From' header just saying 'via RT 
<my_customer at hisdomain.com>'.
Any ideas?

TIA

Erwin (using RT 2.0.8_02)


--
     BlueDome BV                                        Tupolevlaan 47
     http://www.bluedome.net/                           1119 NW Schiphol-Rijk

     Erwin Blekkenhorst                                 Tel +31 20 406 64 
66
     Technical Director                                 Fax +31 20 354 01 
30
     erwin at bluedome.net                                 Cel +31 62 888 42 67




From carles at inlander.es  Wed Nov 14 11:29:26 2001
From: carles at inlander.es (Carles =?iso-8859-1?Q?Amig=F3?=)
Date: Wed, 14 Nov 2001 17:29:26 +0100
Subject: [rt-users] delete_dead_tickets.pl
Message-ID: <3BF29BE6.DDC5D45F@inlander.es>

Where can i find the Steve Poirier's delete_dead_tickets.pl script?

I have been looking the list archives, and i want to delete some old
tickets to minimize the database size.

Thanks



From ray at lctn.k12.mn.us  Wed Nov 14 11:32:22 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Wed, 14 Nov 2001 10:32:22 -0600
Subject: [rt-users] How to keep history on workstations
Message-ID: <004801c16d29$efbdbac0$0238dccc@hutchtel.net>

Is there a way to keep track of incidents per workstation ID? I would like to be able to gather data on individual workstations 3-4 times per year.


Thanks in advance


Raymond
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From annis at biostat.wisc.edu  Wed Nov 14 11:39:07 2001
From: annis at biostat.wisc.edu (William Annis)
Date: Wed, 14 Nov 2001 10:39:07 -0600 (CST)
Subject: [rt-users] new install problem in Handle.pm: "Can't bind unknown placeholder '9'"
Message-ID: <200111141639.fAEGd7a15785@wazor.biostat.wisc.edu>

        Yesterday I installed all the current versions of the many
CPAN libraries RT needs.  This is on Solaris, using PostgreSQL.  The
web interface is working just fine, but the mail gateway is having a
little problem.  When I send mail, I get this back:

   ----- Transcript of session follows -----
Can't bind unknown placeholder '9' at /loc/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 320, <STDIN> line 10.
554 5.3.0 "|/home/mesarthim/rt2/bin/rt-mailgate --queue general --action correspond"... unknown mailer error 255

   ----- Original message follows -----

Then, a new item shows up in the queue, but of course I never get the
autoreply.

        Any ideas?

-- 
William Annis  -  System Administrator -  Biomedical Computing Group
"When men are inhuman, take care not to feel towards them as they do
towards other humans."                       Marcus Aurelius  VII.65



From thallara at watson.wustl.edu  Wed Nov 14 13:11:22 2001
From: thallara at watson.wustl.edu (Thomas Hallaran)
Date: Wed, 14 Nov 2001 12:11:22 -0600 (CST)
Subject: [rt-users] newbie question
In-Reply-To: <E16401j-0007mS-00@mx1.caravan.ru>
Message-ID: <Pine.SOL.4.10.10111141209320.12702-100000@wugsc>

What is the preferred way to delete a ticket? At the moment we are just
resolving tickets that we want out of a queue... also anybody have any
insight into adding watchers...?

Tom Hallaran
Informatics
Washington University Genome Sequencing Center
314-286-1114
thallara at watson.wustl.edu









From jesse at bestpractical.com  Wed Nov 14 13:16:37 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 14 Nov 2001 13:16:37 -0500
Subject: [rt-users] Rt getting slower
In-Reply-To: <3BF295FF.3D4FE441@inlander.es>; from carles@inlander.es on Wed, Nov 14, 2001 at 05:04:15PM +0100
References: <BPEOJKJIDFBLFKLOIFEAIEPCCLAA.krikke@macatawa.org> <3BF295FF.3D4FE441@inlander.es>
Message-ID: <20011114131637.J768@pallas.fsck.com>

Whichi database are you using? If you're using mysql, updating to the latest
DBIx::SearchBuilder in CPAN will drastically improve performance.
(perl -MCPAN -e'install DBIx::SearchBuilder')   After that, you need
to shut apache all the way down and start it up again.


On Wed, Nov 14, 2001 at 05:04:15PM +0100, Carles Amig? wrote:
> I'm using kernel 2.4.2. It's a default RedHat 7.1
> 
> I was monitoring the server, and everytime someone opens a ticket, there
> are a lot of disk accesses... The memory is ok, and the swap is not
> used...
> 
> Josh Krikke escribi?:
> > 
> > It seems like a kernel memory leak, from my experience...
> > 
> > I'm running RT on an AMD 450 with 128MB, and it runs fine.  I had set up a
> > test machine (I think Pentium 200, 64MB) and it would start out ok, but then
> > crunch to a halt within a half hour.  This machine was running kernel 2.4.8.
> > The 2.4 kernel before .11 or .12 had a leaky VM; this would cause anything
> > to slow down.
> > 
> > The 450 machine is running kernel 2.2.19 and is fine.  Which version of the
> > 2.4 kernel are you using?  I would consider upgrading (or downgrading to
> > 2.2) if it is less than 2.4.12.
> > 
> > > -----Original Message-----
> > > From: rt-users-admin at lists.fsck.com
> > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Carles Amigo
> > > Sent: Wednesday, November 14, 2001 5:58 AM
> > > To: rt-users at lists.fsck.com
> > > Subject: [rt-users] Rt getting slower
> > >
> > >
> > > Hi,
> > >
> > > We have rt installed into a AMD Athlon 700 with 128 Ram and a Linux 2.4
> > > OS with apache, qmail and mysql running.
> > >
> > > There are 3 people working all the day with the ticketing system, and it
> > > is _very_ slow. To display a ticket it is about 30-60 seconds.
> > >
> > > What is the average time a ticket gets to display?
> > >
> > > Is there any way to speed up rt? we have about 3000 tickets into the
> > > database, some of them are spam and are as status dead. How can we
> > > delete this tickets?
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Wed Nov 14 13:17:25 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 14 Nov 2001 13:17:25 -0500
Subject: [rt-users] rt-mailgate error
In-Reply-To: <89059DB5E4DDD31194A700902798D6B70150A63F@mail.rocketlogix.com>; from todd.glasgow@rlxtechnologies.com on Wed, Nov 14, 2001 at 07:49:04AM -0600
References: <89059DB5E4DDD31194A700902798D6B70150A63F@mail.rocketlogix.com>
Message-ID: <20011114131725.K768@pallas.fsck.com>

Sounds like your rt-mailgate has lost its setgid bit.


On Wed, Nov 14, 2001 at 07:49:04AM -0600, todd.glasgow at rlxtechnologies.com wrote:
> Scenario
> 
> mail.rocketlogix.com recieves mail, then forward onto
> typhoon.rocketlogix.com.  This worked fine under rt1.07; however I upgreded
> to rt 2.0.8 and i keep getting the following error.I have modified my
> symlimk to /opt/rt2/etc
> 
> he original message was received at Wed, 14 Nov 2001 07:32:33 -0600
> from mail.rocketlogix.com [10.1.1.45]
> 
>    ----- The following addresses had permanent fatal errors -----
> "|/etc/smrsh/rt-mailgate --queue general --action correspond"
>     (reason: 2)
>     (expanded from: <support at typhoon.rocketlogix.com>)
> 
>    ----- Transcript of session follows -----
> Can't locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
> /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0
> /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
> /usr/lib/perl5/site_perl .) at /opt/rt2/lib/RT/Interface/Email.pm line 96.
> 
> BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Email.pm line
> 96.
> Compilation failed in require at /etc/smrsh/rt-mailgate line 17.
> BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 17.
> 554 5.3.0 "|/etc/smrsh/rt-mailgate --queue general --action correspond"...
> unknown mailer error 2
> 
>    ----- Original message follows -----
> 
> Return-Path: <todd.glasgow at rlxtechnologies.com>
> Received: from mail.rocketlogix.com (mail.rocketlogix.com [10.1.1.45])
>         by typhoon.rocketlogix.com (8.11.2/8.11.2) with ESMTP id
> fAEDWX202698
>         for <support at typhoon.rocketlogix.com>; Wed, 14 Nov 2001 07:32:33
> -0600
> Received: by mail.rocketlogix.com with Internet Mail Service (5.5.2653.19)
>         id <W37H6656>; Wed, 14 Nov 2001 07:43:49 -0600
> Message-ID: <89059DB5E4DDD31194A700902798D6B70150A63E at mail.rocketlogix.com>
> From: Todd Glasgow <todd.glasgow at rlxtechnologies.com>
> To: Customer Support <support at rlxtechnologies.com>
> Subject: Test
> Date: Wed, 14 Nov 2001 07:43:39 -0600
> MIME-Version: 1.0
> X-Mailer: Internet Mail Service (5.5.2653.19)
> Content-Type: text/plain
> 
> Test
> 
> 
> Any Ideas?
> 
> Todd Glasgow
> "out of clever sayings..."
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Wed Nov 14 13:25:55 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 14 Nov 2001 13:25:55 -0500
Subject: [rt-users] How to keep history on workstations
In-Reply-To: <004801c16d29$efbdbac0$0238dccc@hutchtel.net>; from ray@lctn.k12.mn.us on Wed, Nov 14, 2001 at 10:32:22AM -0600
References: <004801c16d29$efbdbac0$0238dccc@hutchtel.net>
Message-ID: <20011114132555.L768@pallas.fsck.com>

you could use the 'relationships' code to construct workstation:
URLs, which you can then search on....

On Wed, Nov 14, 2001 at 10:32:22AM -0600, Raymond Norton wrote:
> Is there a way to keep track of incidents per workstation ID? I would like to be able to gather data on individual workstations 3-4 times per year.
> 
> 
> Thanks in advance
> 
> 
> Raymond

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



From rmitzel at peer1.net  Wed Nov 14 13:38:55 2001
From: rmitzel at peer1.net (Rob Mitzel)
Date: Wed, 14 Nov 2001 10:38:55 -0800
Subject: [rt-users] Re-enable a queue??
Message-ID: <DKEPICGGEGFEBGNMNBHPEEICCCAA.rmitzel@peer1.net>

Hi everyone,

Quick question.  My computer slowed down today, and I accidently unchecked
the "enable" box on a queue in configuration.  Is there any way to re-enable
it?  I can't find a way!  Help!! :)

Thanks in advance!

-Rob.





From greg at oreilly.com  Wed Nov 14 13:56:20 2001
From: greg at oreilly.com (Greg Dickerson)
Date: Wed, 14 Nov 2001 10:56:20 -0800
Subject: [rt-users] delete_dead_tickets.pl
References: <3BF29BE6.DDC5D45F@inlander.es>
Message-ID: <00e701c16d3e$0c6dd8d0$961e18ac@wiggler>

Steve's script saved my ass and my DB :-). Here is a modified version of his script to do cleanup on very large MySQL DB's.

Don't forget to add those index's

**** snip sent to Steve ****
Steve,
    Thank you for putting together the delete dead tickets script. I found
that on our system (a really slow one) that the script took over 24 hours to
delete 3-4 thousand records so I asked one of our Perl/MySQL programmers to
check out the code. They made the edits you see in the attachment. We also
added indexes on the tables that matched the where clause. With the edits
and indexes it rips trough a few thousand records in minutes. Hope you will
find the edit satisfactory.

******

Here is a link to his original script also.

> http://dev.inet-technologies.com/rt2/



Greg
--------
Greg Dickerson
Support Manager
O'Reilly & Associates, Inc.
1005 Gravenstein Highway North
Sebastopol, CA  95472
Phone:(707)827-7215


----- Original Message -----
From: "Carles Amig?" <carles at inlander.es>
To: <rt-users at lists.fsck.com>
Sent: Wednesday, November 14, 2001 8:29 AM
Subject: [rt-users] delete_dead_tickets.pl


> Where can i find the Steve Poirier's delete_dead_tickets.pl script?
>
> I have been looking the list archives, and i want to delete some old
> tickets to minimize the database size.
>
> Thanks
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
-------------- next part --------------
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From bill at daze.net  Wed Nov 14 13:55:54 2001
From: bill at daze.net (bill at daze.net)
Date: Wed, 14 Nov 2001 10:55:54 -0800 (PST)
Subject: [rt-users] parse_headers problem in RT 1.0.x
Message-ID: <Pine.BSI.4.20.0111141054280.1189-100000@force.daze.net>

Hello,

With the help of an end user (lets call him user at example.com), we
discovered a problem in the mail header parsing routine in RT 1.0.7.  I
haven't had a chance to look at the RT2 code base so I'm not sure if it
has the same problem or not.

The problem:

Replies from RT were being sent to "user at example.com"@ourhostname

Why it happened:

The incoming mail from the end user had a from address in the format of:
"user at example.com" <user at example.com>

The parse_headers routine in rt-1.0.7/lib/rt/ui/mail/manipulate.pm breaks
the from address (or reply-to or sender) into the user's name and e-mail
address.  RT finds "user at example.com" as the user's e-mail address and
stores this in $current_user.  This gets saved as the requestors address,
qoutes and all.

When RT sends the mail, it sends it to "user at example.com".  Sendmail is
reading this as just the local part of an address and appends ourhostname
to it before sending the mail.

Our solution:

I added logic to rt-1.0.7/lib/rt/ui/mail/manipulate.pm to strip the quotes
from the $current_user:

    $current_user = $replyto || $from || $sender;
    
    
    #Get the real name of the current user from the replyto/from/sender/etc
    
    $name_temp  = $current_user;

    if ($current_user =~/(\S*\@\S*)/) {
	$current_user =$1;
    }
    if ($current_user =~/<(\S*\@\S*)>/){
	$current_user =$1;
    }
    if ($current_user =~/<(\S*)>/){
	$current_user =$1;
    }
    
    $current_user =~ s/\"//g; ### added to strip quotes from address

    $rt::users{"$current_user"}{'real_name'} = $name_temp;
    $rt::users{"$current_user"}{'real_name'} =~ s/(\S*)\@(\S*)//;
    $rt::users{"$current_user"}{'real_name'} =~ s/<(.*?)>//;

Regards,
Bill Gerrard





From jesse at bestpractical.com  Wed Nov 14 14:32:40 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 14 Nov 2001 14:32:40 -0500
Subject: [rt-users] [rt-announce] RT 2.0.9 - Chock full o' tickety goodness
Message-ID: <20011114143240.N768@pallas.fsck.com>

I'm pleased to announce the immediate availability of RT 2.0.9.  This 
release hast lots and lots of new goodies and bug fixes:

Installation:
	
	* RT now depends on DBIx::SearchBuilder 0.47

	* tools/insertdata: Fixed templates to include the ticket subject if 
	  it was otherwise blank

	* tools/cpan2rpm: Added cpan2rpm to the tools directory, for 
	  autogenerating rpms of CPAN modules	

	* Makefile, rt.spec: Added support for autobuilding an rpm with 
	  "make rpm"

	* Fixes to initacls.Pg to allow installation with Unix Domain sockets

	* tools/initdb: initdb won't whine if you don't set a host

	* Refactored images path to have a configurable URL, so it will work 
	  with fastcgi ;)

	* Lengthened queue name and email addresses in the default DB schema

	* etc/: config.pm, schema.Pg, schema.mysql, schema.pm: Added some new 
	  indices, based on recommendations from Nobel Tse at Outblaze


Core:

 	* Added support for unit testing

	* Started to cleanup config.pm to not use deprecated methods when 
	  displaying ticket columns.

	* lib/RT/Ticket.pm: Fix for #791: duplicated requestors on merge.

	* Fix for #934: creating users doesn't completely fail (new)

	* etc/config.pm, lib/RT/Handle.pm: Added support for postgres' 
	  connections-over-ssl

	* Abstracted out status enumeration and validation. Sites can now 
	  modify the set of statuses available. Though that's 100% unsupported.

	* Tickets which are created in a "resolved" state will now have their 
	  "resolved" date set right.

	* lib/RT/User.pm: Started work on "Email password to user"
	
	* First bits of glue for new RT unit testing infrastructure

	* lib/RT/Action/SendPasswordEmail.pm: Added an action to mail a 
	  password to the user.

	* Simple fixes to POD from Feargal Reilly to fix complaints from 
	  pod2man

	* lib/RT/Watcher.pm: Added a patch from Simon Cozens which makes sure 
	  that a requestor is always a user, rather than an email address.

	* lib/RT/Keyword.pm: Added a helper Load function to load by Id or Path

	* Template got new helper functions for loading queue and system 
	  templates.

	* Brought forward a security fix from 2.0.8_01.  
	  (nonusers could get superuser permissions from the CLI)

	* lib/RT/Ticket.pm: Fixed the "ticket status changes from 
	  open to open" bug, thanks to raphael at linkvest.

	* lib/RT/Tickets.pm: Refactored to provide better access to fields 
	  that tickets can be sorted on.

	* lib/RT/User.pm: a fix to allow you to create multiple users with no 
	  email address.

	* lib/RT/Tickets.pm: Added sub Due to Tickets.pm. fixes #910

	* lib/RT/Interface/Web.pm: Added code to detect bogus ticket update 
	  types


Mail Gateway:	

	* bin/rt-mailgate: added support to rt-mailgate for putting the queue 
	  name in a +extension

	* lib/RT/Interface/Email.pm: fixed a user creation race condition in 
	  the mail gateway

CLI:

	* bin/rt: Documentation cleanups. removing an unnecessary data 
	  tainting check

	* bin/rtadmin: Online help fixes

Web UI:

	* Cleaned up transaction history display to eat less space and be more
	  accurate

	* lib/RT/Interface/Web.pm, webrt/Ticket/Display.html: work on 
	  web-based ticket creation. fixed bugs setting due dates, etc

	* webrt/Ticket/Create.html: Some cleanups to the Create form. No new 
	  functionality, just a little bit prettier

	* webrt/Elements/SelectTicketSortBy: Elements/SelectTicketsSortBy now 
	  uses new list of sortable Tickets fields in Tickets.pm

	* webrt/Search/Listing.html: Column headings in searches are now 
	  clicky, where possible

	* webrt/Ticket/Elements/ShowTransaction: URLs in ticket history should 
	  now be clicky

	* Added a hook for sites to put their own html in the top of the 
	  "Home" page by overriding Elements/CustomHomepageHeader

	* webrt/Ticket/Elements/EditLinks: added WebPath to fix some links in 
	  showlinks

	* webrt/Ticket/Elements/ShowHistory: Added an optional bit of 
	  configuration to not show the "History" header (under the hood)
	
	* webrt/Ticket/Elements/ShowTransaction: Added a new option "Show 
	  commands" to show tranasaction (under the hood)

	* Webui: Added support for reenabling deleted queues and keywords
	
	* webrt/Ticket/Update.html: Named the ticket update form.
	* webrt/Admin/Elements/SelectRights: Updated ACL selecting UI to work 
	  properly with browsers that try to auto-select a value in a SELECT

	* webrt/Ticket/: Display.html, ModifyAll.html: Fix to not automatically
	  record comments if nothing was typed.
		
	* Fixed a display bug in mytickets and myrequests which prevented 
	  clicking on subjectless tickets

	* webrt/Ticket/Update.html, lib/RT/Interface/Web.pm: Now show the 
	  current ticket subject by default in the update subject box. 
	  But don't include it in the transaction if it hasn't changed.  

	* Refactored SelectQueue to elimintate duplicate code and enable 
	  a "too many queues" option (under the hood)

 	* Added support for timing page display with &Debug=1


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

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



From ayan.kayal at yale.edu  Wed Nov 14 15:17:55 2001
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Wed, 14 Nov 2001 15:17:55 -0500
Subject: [rt-users] delete_dead_tickets.pl
In-Reply-To: <00e701c16d3e$0c6dd8d0$961e18ac@wiggler>
Message-ID: <NDBBLGIJILLPLMJHFAFAGEPDCJAA.ayan.kayal@yale.edu>

This script is flawed. It has a SQL statement "DELETE FROM Watchers WHERE
Value=?". This statement will delete any queue AdminCcs (and maybe queue Ccs
too) whose userid matches the ticket number that you're deleting. I told
Steve about this, but he dismissed it. The proper SQL statement should be:

"delete from watchers where Scope = 'Ticket' and Value = ?"

O-                         ~ARK

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Greg Dickerson
> Sent: Wednesday, November 14, 2001 1:56 PM
>
> Steve's script saved my ass and my DB :-). Here is a modified
> version of his script to do cleanup on very large MySQL DB's.
>
> Don't forget to add those index's
>
> **** snip sent to Steve ****
> Steve,
>     Thank you for putting together the delete dead tickets script. I found
> that on our system (a really slow one) that the script took over
> 24 hours to
> delete 3-4 thousand records so I asked one of our Perl/MySQL
> programmers to
> check out the code. They made the edits you see in the attachment. We also
> added indexes on the tables that matched the where clause. With the edits
> and indexes it rips trough a few thousand records in minutes.
> Hope you will
> find the edit satisfactory.
>
> ******
>
> Here is a link to his original script also.
>
> > http://dev.inet-technologies.com/rt2/
>
>
>
> Greg
> --------
> Greg Dickerson
> Support Manager
> O'Reilly & Associates, Inc.
> 1005 Gravenstein Highway North
> Sebastopol, CA  95472
> Phone:(707)827-7215
>
>
> ----- Original Message -----
> From: "Carles Amig?" <carles at inlander.es>
> To: <rt-users at lists.fsck.com>
> Sent: Wednesday, November 14, 2001 8:29 AM
> Subject: [rt-users] delete_dead_tickets.pl
>
>
> > Where can i find the Steve Poirier's delete_dead_tickets.pl script?
> >
> > I have been looking the list archives, and i want to delete some old
> > tickets to minimize the database size.
> >
> > Thanks
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>




From teo.dehesselle at uts.edu.au  Wed Nov 14 18:27:51 2001
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Thu, 15 Nov 2001 10:27:51 +1100
Subject: [rt-users] Bounce Handler
Message-ID: <3BF2FDF7.C019D79C@uts.edu.au>

Any of you with queues that service the general public will probably have
experienced mail bouncing from your RT system, probably back to the httpd
user. This wastes your staff's valuable time as they have carefully
crafted a response which was doomed to bounce.

My solution is a bounce handler (below), which is called from your aliases
file. Effectively, any bounce messages that come back from RT will be
attached as a comment to the ticket they came from.

Let's say we have a queue with: 

OnCreate AutoreplyToRequestors with template Autoreply 

This means you will be aware of any users/clients/people with broken email
accounts, and you will be able to make a decision as to whether to
'Resolve' the ticket immediately or whether you want to send them email,
contact them another way, etc etc. Even if you don't have an
autoresponder, at least you'll be aware of any bounces.

We are finding this helpful - you might as well.

(And Yes, I do a lot of non-RT RT hacks. I'm working on an independent
user management interface at the moment).


RT ACLS:

user 'nobody' must have permissions to comment on the tickets involved. My
'nobody' user has waay too many permissions - someone else should probably
outline the required permissions.

ALIASES FILE:

nobody:         "|/export/home/me/bin/bounceproc.pl"

PERL SCRIPT: (replace BLAHBLAH and paths as appropriate)

#!/usr/local/bin/perl

use strict;

my $ticket = 0;
$ENV{'EDITOR'} = "echo";
chdir("/tmp");

open (BOUNCEMSG, ">/tmp/bounceproc$$.msg");

while (<STDIN>)
{
        my $input = $_;

        if ($input =~ /^RT-Ticket:\ BLAHBLAH\ \#(\d+)/ )
        {
                $ticket = $1;
        }

        print BOUNCEMSG $input;

}
close BOUNCEMSG;
if ($ticket)
{
        system("/usr/local/rt2/bin/rt --id $ticket --comment --no-edit
--source /tmp/bounceproc$$.msg");
}

unlink("/tmp/bounceproc$$.msg");

-- 
T?o de Hesselle,               \  One possible reason that things
Unix Systems Administrator      \  aren't going according to plan
                                 \  is that there never was a plan
University of Technology, Sydney  \  in the first place.



From bam at intrinsic.com  Wed Nov 14 20:17:34 2001
From: bam at intrinsic.com (Brian McClendon)
Date: Wed, 14 Nov 2001 17:17:34 -0800
Subject: [rt-users] malformed outgoing email address ?
Message-ID: <20011114171734.A22893@intrinsic.com>

I'm seeing sporadic email bounces that I can find no pattern in.  Below is
an example.  Has anyone seen this kind of problem before and have ideas
about th cause?  All email addrs in the requestor/cc/admincc are valid
(and, in this case, very simple).

AlchemyRT is the queue
tank.intrinsic.com is the machine
rt.intrinsic.com is an alias to tank

> The original message was received at Wed, 14 Nov 2001 16:07:25 -0800                          
> from nobody at localhost                                                                         
>                                                                                               
>    ----- The following addresses had permanent fatal errors -----                             
> 'AdminCc of AlchemyRT Ticket #159':;                                                          
>                                                                                               
>    ----- Transcript of session follows -----                                                  
> 501 5.1.3 'AdminCc of AlchemyRT Ticket #159':;... List:;                                      
> syntax illegal for recipient addresses                                                        
>                                                                                               
[-- Attachment #2: ATT00052.dat --]                                                             
[-- Type: message/delivery-status, Encoding: 7bit, Size: 0.3K --]                               

Reporting-MTA: dns; tank.intrinsic.com
Arrival-Date: Wed, 14 Nov 2001 16:07:25 -0800

Final-Recipient: RFC822; "501 List:; syntax illegal for recipient addresses"@tank.intrinsic.com
Action: failed
Status: 5.1.3
Last-Attempt-Date: Wed, 14 Nov 2001 16:07:25 -0800

[-- Attachment #3: ATT00055.txt --]                                                             
[-- Type: text/rfc822-headers, Encoding: 7bit, Size: 0.8K --]                                   

Return-Path: <nobody>
Received: (from nobody at localhost)
        by tank.intrinsic.com (8.11.2/8.11.2) id fAF07PN20428;
        Wed, 14 Nov 2001 16:07:25 -0800
Date: Wed, 14 Nov 2001 16:07:25 -0800
Message-Id: <rt-159-1418.1.58234749980672 at AlchemyRT>
From: Ryan Dy via RT <rt-comment at intrinsic.com>
RT-Ticket: AlchemyRT #159
X-Mailer: Perl5 Mail::Internet v1.40
Reply-To: rt-comment at intrinsic.com
RT-Originator: rdy at intrinsic.com
Content-Disposition: inline
Content-Type: text/plain
Subject: [AlchemyRT #159] [Comment] Re: various tech questions
In-Reply-To: <rt-159 at AlchemyRT>
Managed-BY: Request Tracker 2.0.7 (http://www.fsck.com/projects/rt/)
Precedence: bulk
MIME-Version: 1.0
Content-Transfer-Encoding: binary
To: "'AdminCc of AlchemyRT Ticket #159'":;
Sender: Nobody <nobody at tank.intrinsic.com>
-- 
--------------------------------------------------------
Brian McClendon     bam at intrinsic.com       650-966-6804
--------------------------------------------------------



From matt at iseek.com.au  Wed Nov 14 21:07:38 2001
From: matt at iseek.com.au (matt carter)
Date: Thu, 15 Nov 2001 12:07:38 +1000 (EST)
Subject: [rt-users] bad rfc822 field name?
In-Reply-To: <Pine.GSO.4.40.0111150852310.19641-100000@mango.csee.uq.edu.au>
Message-ID: <Pine.LNX.4.31.0111151149130.27530-100000@admin.iseek.com.au>

Why would a \n get wacked in the middle of the subject line?

the offending portion is.


... at /opt/local/packages/rt2/lib/RT/Template.pm line 255

  if ($headers) {
    foreach $header (split(/\n/,$headers)) {
      (my $key, my $value) = (split(/: /,$header,2));
      chomp $key;
      chomp $value;
      $self->{'MIMEObj'}->head->fold_length($key,10000);
>>    $self->{'MIMEObj'}->head->add($key, $value);
    }
  }

so this is consistent with what you are saying.

how do i get around this? shouldn't we be checking for the presence of :
before we just go and assume that the line is part of the header and split
on : ?

--matt


On Thu, 15 Nov 2001, Chris Pascoe wrote:

> Without looking at the code at all, I'm guessing there is some code in
> place designed to line wrap outgoing mail at a fixed width, and it's also
> operating on the header portion of the message.  So a very long subject
> line gets a "\n" whacked in the middle of it, thus making the rest of the
> subject line look like it's starting a new rfc822 field... and then
> baulking.  This is consistent with the "no blank line after subject: in
> template" that matt talks about.
>
> The outbound message ends up looking like:
>
> -- start mail
> To: blah
> From: blah
> Subject: blah blah blah blah blah blah blah blah blah blah blah blah \n
> testing 12 3 4 5  6
>
> message body
> -- end mail
>
> Which is obviously evil :).  Again, I haven't looked at the code, so I
> can't suggest a fix, but hope this helps put someone on the right track.
>
> Chris
>






From Rehan at nha.co.za  Thu Nov 15 03:35:59 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Thu, 15 Nov 2001 10:35:59 +0200
Subject: [rt-users] Urgent: please help : Returned mail
Message-ID: <FD2EC577E876CA418D08460A64646FBD011244E9@titan.nha.co.za>

Hi there,

I just upgraded to 2.0.9 an now all mail sent to rt returns with the
following error:




-----Original Message-----
From: Mail Delivery Subsystem [mailto:MAILER-DAEMON@[rt_server].nha.co.za]
Sent: Thursday, November 15, 2001 10:22 AM
To: Rehan at nha.co.za
Subject: Returned mail: see transcript for details


The original message was received at Thu, 15 Nov 2001 10:22:21 +0200
from [our mailserver].nha.co.za [196.22.2.30]

   ----- The following addresses had permanent fatal errors -----
"|/opt/rt2/bin/rt-mailgate --queue support --action correspond"
    (reason: 2)
    (expanded from: <support at iapetus.nha.co.za>)

   ----- Transcript of session follows -----
Can't locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
/usr/local/lib/perl5/5.6.1/i686-linux /usr/local/lib/perl5/5.6.1
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux
/usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl .) at
/opt/rt2/lib/RT/Interface/Email.pm line 105.
BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Email.pm line
105.
Compilation failed in require at /etc/smrsh/rt-mailgate line 30.
BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 30.
554 5.3.0 "|/opt/rt2/bin/rt-mailgate --queue support --action correspond"...
unknown mailer error 2




As far as @INC goes : config.pm is definately in /opt/rt2/etc

I hope you can help me soon!

Thanks and regards,

Rehan van der Merwe

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From: Rehan van der Merwe <Rehan at nha.co.za>
Subject: test
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From mwatson at netspace.net.au  Thu Nov 15 14:17:14 2001
From: mwatson at netspace.net.au (Matthew Watson)
Date: Fri, 16 Nov 2001 06:17:14 +1100
Subject: [rt-users] Urgent: Completely deleting tickets
Message-ID: <20011116061714.J2977@tide.office.netspace.net.au>

Heya.

 I'm doing an import from rt1 to rt2 and have a large database of about 200,000 tickets, so i'm doing them in batches..

 problem is I imported one of the batches twice by mistake, so now those tickets have double transactions for them..

 I was wondering how do rollback this mistake, what is the best thing to do? I would imaging I can just delete the given tickets in from Tickets and from Transactions.. is there any other tables that get modified when a ticket is created?

 As it takes about a second a ticket for the import, I'd rather not have to drop the whole db and start again.

Regards,
-- 
Matthew Watson
Development, Netspace Online Systems
mwatson at netspace.net.au



From jesse at bestpractical.com  Thu Nov 15 04:44:12 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 15 Nov 2001 04:44:12 -0500
Subject: [rt-users] Urgent: please help : Returned mail
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD011244E9@titan.nha.co.za>; from Rehan@nha.co.za on Thu, Nov 15, 2001 at 10:35:59AM +0200
References: <FD2EC577E876CA418D08460A64646FBD011244E9@titan.nha.co.za>
Message-ID: <20011115044412.W768@pallas.fsck.com>

that looks to me like rt-mailgate has lost its setgid bit.

what does ls -la rt/bin look like?

what was the exact upgrade procedure you used?



On Thu, Nov 15, 2001 at 10:35:59AM +0200, Rehan van der Merwe wrote:
> Hi there,
> 
> I just upgraded to 2.0.9 an now all mail sent to rt returns with the
> following error:
> 
> 
> 
> 
> -----Original Message-----
> From: Mail Delivery Subsystem [mailto:MAILER-DAEMON@[rt_server].nha.co.za]
> Sent: Thursday, November 15, 2001 10:22 AM
> To: Rehan at nha.co.za
> Subject: Returned mail: see transcript for details
> 
> 
> The original message was received at Thu, 15 Nov 2001 10:22:21 +0200
> from [our mailserver].nha.co.za [196.22.2.30]
> 
>    ----- The following addresses had permanent fatal errors -----
> "|/opt/rt2/bin/rt-mailgate --queue support --action correspond"
>     (reason: 2)
>     (expanded from: <support at iapetus.nha.co.za>)
> 
>    ----- Transcript of session follows -----
> Can't locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
> /usr/local/lib/perl5/5.6.1/i686-linux /usr/local/lib/perl5/5.6.1
> /usr/local/lib/perl5/site_perl/5.6.1/i686-linux
> /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl .) at
> /opt/rt2/lib/RT/Interface/Email.pm line 105.
> BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Email.pm line
> 105.
> Compilation failed in require at /etc/smrsh/rt-mailgate line 30.
> BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 30.
> 554 5.3.0 "|/opt/rt2/bin/rt-mailgate --queue support --action correspond"...
> unknown mailer error 2
> 
> 
> 
> 
> As far as @INC goes : config.pm is definately in /opt/rt2/etc
> 
> I hope you can help me soon!
> 
> Thanks and regards,
> 
> Rehan van der Merwe
> 


> From: Rehan van der Merwe <Rehan at nha.co.za>
> To: support at iapetus.nha.co.za
> Subject: test
> Date: Thu, 15 Nov 2001 10:22:59 +0200
> X-Mailer: Internet Mail Service (5.5.2653.19)
> 
> test
> 
> Rehan van der Merwe
> Neil Harvey & Associates (Pty) Ltd
> rehan at nha.co.za
> Tel:  +27 21 6709237
> Fax: +27 21 6709337
> 


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



From Rehan at nha.co.za  Thu Nov 15 05:03:27 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Thu, 15 Nov 2001 12:03:27 +0200
Subject: [rt-users] Urgent: please help : Returned mail
Message-ID: <FD2EC577E876CA418D08460A64646FBD011244EE@titan.nha.co.za>

Hi Jesse,

Matthew Watson solved the immediate problem - ./rt2/etc/config.pm did not
have the correct read-permissions.

I cant help but think that this is only a symptom and will bite me in the
back again ...

Your  questions :

# ls -la /opt/rt2/bin/
total 100
drwxr-xr-x    2 root     rt           4096 Nov 15 11:54 .
drwxr-xr-x   11 root     root         4096 Nov 14 22:50 ..
-rwxr-sr-x    1 root     rt           5137 Nov 14 22:41 mason_handler.fcgi
-rwxr-sr-x    1 root     rt           4632 Nov 14 22:41 mason_handler.scgi
-rwxr-sr-x    1 root     rt          29778 Nov 14 22:41 rt
-rwxr-sr-x    1 root     rt          23939 Nov 14 22:41 rtadmin
-rwxr-sr-x    1 root     rt           8723 Nov 14 22:41 rt-mailgate
-rwxr-xr-x    1 root     rt           4460 Nov 14 22:41 webmux.pl

The upgrade I used was as follows:
I was on 2.0.7.  I first upgraded to 2.0.8 by editing Makefile, running
'make upgrade' and editing /opt/rt2/etc/config.pm to contain the values I
had before.
Then I did the exact same procedure for 2.0.9.
2.0.7 was working fine.
I see that the gid of most of RT is now root - is this the problem?

Rehan

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Thursday, November 15, 2001 11:44 AM
To: Rehan van der Merwe
Cc: Rt-Users (E-mail)
Subject: Re: [rt-users] Urgent: please help : Returned mail


that looks to me like rt-mailgate has lost its setgid bit.

what does ls -la rt/bin look like?

what was the exact upgrade procedure you used?



On Thu, Nov 15, 2001 at 10:35:59AM +0200, Rehan van der Merwe wrote:
> Hi there,
> 
> I just upgraded to 2.0.9 an now all mail sent to rt returns with the
> following error:
> 
> 
> 
> 
> -----Original Message-----
> From: Mail Delivery Subsystem [mailto:MAILER-DAEMON@[rt_server].nha.co.za]
> Sent: Thursday, November 15, 2001 10:22 AM
> To: Rehan at nha.co.za
> Subject: Returned mail: see transcript for details
> 
> 
> The original message was received at Thu, 15 Nov 2001 10:22:21 +0200
> from [our mailserver].nha.co.za [196.22.2.30]
> 
>    ----- The following addresses had permanent fatal errors -----
> "|/opt/rt2/bin/rt-mailgate --queue support --action correspond"
>     (reason: 2)
>     (expanded from: <support at iapetus.nha.co.za>)
> 
>    ----- Transcript of session follows -----
> Can't locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
> /usr/local/lib/perl5/5.6.1/i686-linux /usr/local/lib/perl5/5.6.1
> /usr/local/lib/perl5/site_perl/5.6.1/i686-linux
> /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl .) at
> /opt/rt2/lib/RT/Interface/Email.pm line 105.
> BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Email.pm
line
> 105.
> Compilation failed in require at /etc/smrsh/rt-mailgate line 30.
> BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 30.
> 554 5.3.0 "|/opt/rt2/bin/rt-mailgate --queue support --action
correspond"...
> unknown mailer error 2
> 
> 
> 
> 
> As far as @INC goes : config.pm is definately in /opt/rt2/etc
> 
> I hope you can help me soon!
> 
> Thanks and regards,
> 
> Rehan van der Merwe
> 


> From: Rehan van der Merwe <Rehan at nha.co.za>
> To: support at iapetus.nha.co.za
> Subject: test
> Date: Thu, 15 Nov 2001 10:22:59 +0200
> X-Mailer: Internet Mail Service (5.5.2653.19)
> 
> test
> 
> Rehan van der Merwe
> Neil Harvey & Associates (Pty) Ltd
> rehan at nha.co.za
> Tel:  +27 21 6709237
> Fax: +27 21 6709337
> 


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



From carles at inlander.es  Thu Nov 15 06:01:54 2001
From: carles at inlander.es (Carles =?iso-8859-1?Q?Amig=F3?=)
Date: Thu, 15 Nov 2001 12:01:54 +0100
Subject: [rt-users] Rt getting slower
References: <BPEOJKJIDFBLFKLOIFEAIEPCCLAA.krikke@macatawa.org> <3BF295FF.3D4FE441@inlander.es> <20011114131637.J768@pallas.fsck.com>
Message-ID: <3BF3A0A2.3BB63125@inlander.es>

It worked!

It is about 10 times faster.

Now, my rt is running fine

Thanks a lot :)


Jesse Vincent escribi?:
> 
> Whichi database are you using? If you're using mysql, updating to the latest
> DBIx::SearchBuilder in CPAN will drastically improve performance.
> (perl -MCPAN -e'install DBIx::SearchBuilder')   After that, you need
> to shut apache all the way down and start it up again.
> 
> On Wed, Nov 14, 2001 at 05:04:15PM +0100, Carles Amig? wrote:
> > I'm using kernel 2.4.2. It's a default RedHat 7.1
> >
> > I was monitoring the server, and everytime someone opens a ticket, there
> > are a lot of disk accesses... The memory is ok, and the swap is not
> > used...
> >
> > Josh Krikke escribi?:
> > >
> > > It seems like a kernel memory leak, from my experience...
> > >
> > > I'm running RT on an AMD 450 with 128MB, and it runs fine.  I had set up a
> > > test machine (I think Pentium 200, 64MB) and it would start out ok, but then
> > > crunch to a halt within a half hour.  This machine was running kernel 2.4.8.
> > > The 2.4 kernel before .11 or .12 had a leaky VM; this would cause anything
> > > to slow down.
> > >
> > > The 450 machine is running kernel 2.2.19 and is fine.  Which version of the
> > > 2.4 kernel are you using?  I would consider upgrading (or downgrading to
> > > 2.2) if it is less than 2.4.12.
> > >
> > > > -----Original Message-----
> > > > From: rt-users-admin at lists.fsck.com
> > > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Carles Amigo
> > > > Sent: Wednesday, November 14, 2001 5:58 AM
> > > > To: rt-users at lists.fsck.com
> > > > Subject: [rt-users] Rt getting slower
> > > >
> > > >
> > > > Hi,
> > > >
> > > > We have rt installed into a AMD Athlon 700 with 128 Ram and a Linux 2.4
> > > > OS with apache, qmail and mysql running.
> > > >
> > > > There are 3 people working all the day with the ticketing system, and it
> > > > is _very_ slow. To display a ticket it is about 30-60 seconds.
> > > >
> > > > What is the average time a ticket gets to display?
> > > >
> > > > Is there any way to speed up rt? we have about 3000 tickets into the
> > > > database, some of them are spam and are as status dead. How can we
> > > > delete this tickets?
> > > >
> > > > _______________________________________________
> > > > rt-users mailing list
> > > > rt-users at lists.fsck.com
> > > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> 
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

-- 
Carles Amig? Mart?nez
Administrador de Sistemas
Inlander Communications, S.L. 
Tel: (+34) 93 310 12 86 - Fax: (+34) 93 268 14 79 
carles at inlander.es - http://www.inlander.es



From darrellb at hhcl.com  Thu Nov 15 06:15:29 2001
From: darrellb at hhcl.com (Darrell)
Date: Thu, 15 Nov 2001 11:15:29 +0000
Subject: [rt-users] stats using odbc?
Message-ID: <3BF3A3D1.2CFE9A4B@hhcl.com>

we are using and love RT (although there are a few feature requests i'll
be posting soon)

however stats are of course something currently left to individual
sites...i've looked at some of the good work others have done, but still
feel there is some way to go...i'm wondering if anyone out there has
been working on reporting using toosl such as crystal reports via
odbc...if so, i'd be interested to see what you've come up with...if
not, i'll be having a play and will share anything useful we come up
with ;-)

regrads

- darrell



From derek.fage at foreshore.net  Thu Nov 15 06:25:21 2001
From: derek.fage at foreshore.net (Derek Fage)
Date: Thu, 15 Nov 2001 11:25:21 -0000
Subject: [rt-users] stats using odbc?
Message-ID: <C0EA8095BE36D31193C500508B44426902BC46B9@RDPEXC01>

I setup crystal report over ODBC and it worked fine (after installing the
MySQL ODBC drivers)

Created some test reports, but ran out of time to create anything productive
(it's on my never ending "to do" list <grin>).

Derek...

-----Original Message-----
From: Darrell [mailto:darrellb at hhcl.com]
Sent: 15 November 2001 11:15
To: rt-users at fsck.com
Subject: [rt-users] stats using odbc?


we are using and love RT (although there are a few feature requests i'll
be posting soon)

however stats are of course something currently left to individual
sites...i've looked at some of the good work others have done, but still
feel there is some way to go...i'm wondering if anyone out there has
been working on reporting using toosl such as crystal reports via
odbc...if so, i'd be interested to see what you've come up with...if
not, i'll be having a play and will share anything useful we come up
with ;-)

regrads

- darrell

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


***************************************************************************************
Any views expressed in this message are those of the individual sender,
except where the sender states them to be the views of Foreshore Limited.

This e-mail is intended only for the individual or entity to which it is
addressed and contains information that is private and confidential. If
you are not the intended recipient you are hereby notified that any
dissemination, distribution or copying is strictly prohibited. If you 
have received this e-mail in error please delete it immediately and
advise us by return e-mail to hostmaster at foreshore.net



From ray at lctn.k12.mn.us  Thu Nov 15 10:26:20 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Thu, 15 Nov 2001 09:26:20 -0600
Subject: [rt-users] assigning and escalating tickets
Message-ID: <005f01c16de9$e1372660$0238dccc@hutchtel.net>

Are these features available in RT. I don't see anything in the GUI for this.


Raymond Norton
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From damian at sentex.net  Thu Nov 15 11:50:49 2001
From: damian at sentex.net (Damian Gerow)
Date: Thu, 15 Nov 2001 11:50:49 -0500
Subject: [rt-users] Changing requestor/creating tickets as user
Message-ID: <5.1.0.14.2.20011115113631.031080d0@marble.sentex.ca>

We're having some troubles when changing the requestor of a ticket, or 
creating a ticket using the web interface using a different requestor.

- If a privileged user forwards a request sent directly to them to RT, we 
try to change the requestor to be the person who initially asked the 
question.  While our correspondances are sent to them properly (as per the 
Scrips), if they try to correspond themselves (i.e. send an e-mail in on 
the ticket), they get a 'Permission Denied'.

- When creating a ticket by the web interface, and changing the requestor 
to be, say, me at example.com, the same problem occurs -- me at example.com gets 
the autoresponse, but cannot correspond.

In both cases, procmail returns a 'Permission Denied', and the RT logs just 
say 'Permission Denied'.  If the requestor is changed to a privileged user, 
then correspondance works correctly.  We're running 2.0.8, on PostgreSQL 7.1.3.

Anybody have any insight?




From ckolar at imsa.edu  Thu Nov 15 12:49:20 2001
From: ckolar at imsa.edu (Christopher Kolar)
Date: Thu, 15 Nov 2001 11:49:20 -0600
Subject: [rt-users] 208->209 upgrade returns error
Message-ID: <5.1.0.14.2.20011115114508.02dcfaa8@staffmail.imsa.edu>

Hi everyone.  I have had 2.0.8 up and running for two days and I am trying 
to do the upgrade to 2.0.9 this morning.  I have set up the Makefile but 
when I make upgrade I get the following error message:

----------------------------------------
         mv //var/rt2/etc/config.pm //var/rt2/etc/config.pm.old && \
         chmod 000 //var/rt2/etc/config.pm.old
cp -rp ./etc/config.pm //var/rt2/etc/config.pm
/usr/bin/perl -p -i -e "\
s'!!DB_TYPE!!'"mysql"'g;\
s'!!DB_HOST!!'"localhost"'g;\
s'!!DB_PORT!!'""'g;\
s'!!DB_RT_PASS!!'"mypassword "'g;\
s'!!DB_RT_USER!!'"rt_user"'g;\
s'!!DB_DATABASE!!'"rt2"'g;\
s'!!MASON_HTML_PATH!!'"/var/rt2/WebRT/html"'g;\
s'!!MASON_LOCAL_HTML_PATH!!'"/var/rt2/local/WebRT/html"'g;\
s'!!MASON_SESSION_PATH!!'"/var/rt2/WebRT/sessiondata"'g;\
s'!!MASON_DATA_PATH!!'"/var/rt2/WebRT/data"'g;\
s'!!RT_LOG_PATH!!'"/tmp"'g;\
s'!!RT_VERSION!!'"2.0.9"'g;\
" //var/rt2/etc/config.pm
Substitution replacement not terminated at -e line 1.
make: *** [config-replace] Error 255
[root at iti currenttt]#
--------------------------------

I took a look around the Makefile, but I do not know enough about perl to 
make good sense of that is happening.  Any help would be much appreciated.

Cheers,

--chris



/////\\\\\/////\\\\\
Christopher G. Kolar
    Coordinator of Information Technology Integration
    Illinois Mathematics and Science Academy
  ckolar at imsa.edu  --  www.imsa.edu/~ckolar
         [PGP Public Key ID: 0xC6492C72]
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From jesse at bestpractical.com  Thu Nov 15 12:59:11 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 15 Nov 2001 12:59:11 -0500
Subject: [rt-users] 208->209 upgrade returns error
In-Reply-To: <5.1.0.14.2.20011115114508.02dcfaa8@staffmail.imsa.edu>; from ckolar@imsa.edu on Thu, Nov 15, 2001 at 11:49:20AM -0600
References: <5.1.0.14.2.20011115114508.02dcfaa8@staffmail.imsa.edu>
Message-ID: <20011115125911.X768@pallas.fsck.com>

I've gotta ask. Are there any weird characters in your rt database password?


On Thu, Nov 15, 2001 at 11:49:20AM -0600, Christopher Kolar wrote:
> Hi everyone.  I have had 2.0.8 up and running for two days and I am trying 
> to do the upgrade to 2.0.9 this morning.  I have set up the Makefile but 
> when I make upgrade I get the following error message:
> 
> ----------------------------------------
>          mv //var/rt2/etc/config.pm //var/rt2/etc/config.pm.old && \
>          chmod 000 //var/rt2/etc/config.pm.old
> cp -rp ./etc/config.pm //var/rt2/etc/config.pm
> /usr/bin/perl -p -i -e "\
> s'!!DB_TYPE!!'"mysql"'g;\
> s'!!DB_HOST!!'"localhost"'g;\
> s'!!DB_PORT!!'""'g;\
> s'!!DB_RT_PASS!!'"mypassword "'g;\
> s'!!DB_RT_USER!!'"rt_user"'g;\
> s'!!DB_DATABASE!!'"rt2"'g;\
> s'!!MASON_HTML_PATH!!'"/var/rt2/WebRT/html"'g;\
> s'!!MASON_LOCAL_HTML_PATH!!'"/var/rt2/local/WebRT/html"'g;\
> s'!!MASON_SESSION_PATH!!'"/var/rt2/WebRT/sessiondata"'g;\
> s'!!MASON_DATA_PATH!!'"/var/rt2/WebRT/data"'g;\
> s'!!RT_LOG_PATH!!'"/tmp"'g;\
> s'!!RT_VERSION!!'"2.0.9"'g;\
> " //var/rt2/etc/config.pm
> Substitution replacement not terminated at -e line 1.
> make: *** [config-replace] Error 255
> [root at iti currenttt]#
> --------------------------------
> 
> I took a look around the Makefile, but I do not know enough about perl to 
> make good sense of that is happening.  Any help would be much appreciated.
> 
> Cheers,
> 
> --chris
> 
> 
> 
> /////\\\\\/////\\\\\
> Christopher G. Kolar
>     Coordinator of Information Technology Integration
>     Illinois Mathematics and Science Academy
>   ckolar at imsa.edu  --  www.imsa.edu/~ckolar
>          [PGP Public Key ID: 0xC6492C72]
-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From krikke at macatawa.org  Thu Nov 15 13:23:47 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Thu, 15 Nov 2001 13:23:47 -0500
Subject: [rt-users] 208->209 upgrade returns error
In-Reply-To: <20011115125911.X768@pallas.fsck.com>
Message-ID: <BPEOJKJIDFBLFKLOIFEAKEAOCMAA.krikke@macatawa.org>

True.  I had something similar when I installed 2.0.8, and it was b/c I had
a space in the Makefile after my password.  At least, that's what I think it
was, b/c I fixed that and it worked.

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> Sent: Thursday, November 15, 2001 12:59 PM
> To: Christopher Kolar
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] 208->209 upgrade returns error
>
>
> I've gotta ask. Are there any weird characters in your rt
> database password?
>
>
> On Thu, Nov 15, 2001 at 11:49:20AM -0600, Christopher Kolar wrote:
> > Hi everyone.  I have had 2.0.8 up and running for two days and
> I am trying
> > to do the upgrade to 2.0.9 this morning.  I have set up the
> Makefile but
> > when I make upgrade I get the following error message:
> >
> > ----------------------------------------
> >          mv //var/rt2/etc/config.pm //var/rt2/etc/config.pm.old && \
> >          chmod 000 //var/rt2/etc/config.pm.old
> > cp -rp ./etc/config.pm //var/rt2/etc/config.pm
> > /usr/bin/perl -p -i -e "\
> > s'!!DB_TYPE!!'"mysql"'g;\
> > s'!!DB_HOST!!'"localhost"'g;\
> > s'!!DB_PORT!!'""'g;\
> > s'!!DB_RT_PASS!!'"mypassword "'g;\
> > s'!!DB_RT_USER!!'"rt_user"'g;\
> > s'!!DB_DATABASE!!'"rt2"'g;\
> > s'!!MASON_HTML_PATH!!'"/var/rt2/WebRT/html"'g;\
> > s'!!MASON_LOCAL_HTML_PATH!!'"/var/rt2/local/WebRT/html"'g;\
> > s'!!MASON_SESSION_PATH!!'"/var/rt2/WebRT/sessiondata"'g;\
> > s'!!MASON_DATA_PATH!!'"/var/rt2/WebRT/data"'g;\
> > s'!!RT_LOG_PATH!!'"/tmp"'g;\
> > s'!!RT_VERSION!!'"2.0.9"'g;\
> > " //var/rt2/etc/config.pm
> > Substitution replacement not terminated at -e line 1.
> > make: *** [config-replace] Error 255
> > [root at iti currenttt]#
> > --------------------------------
> >
> > I took a look around the Makefile, but I do not know enough
> about perl to
> > make good sense of that is happening.  Any help would be much
> appreciated.
> >
> > Cheers,
> >
> > --chris
> >
> >
> >
> > /////\\\\\/////\\\\\
> > Christopher G. Kolar
> >     Coordinator of Information Technology Integration
> >     Illinois Mathematics and Science Academy
> >   ckolar at imsa.edu  --  www.imsa.edu/~ckolar
> >          [PGP Public Key ID: 0xC6492C72]
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From ckolar at imsa.edu  Thu Nov 15 13:27:56 2001
From: ckolar at imsa.edu (Christopher Kolar)
Date: Thu, 15 Nov 2001 12:27:56 -0600
Subject: [rt-users] 208->209 upgrade returns error
In-Reply-To: <BPEOJKJIDFBLFKLOIFEAKEAOCMAA.krikke@macatawa.org>
References: <20011115125911.X768@pallas.fsck.com>
Message-ID: <5.1.0.14.2.20011115122650.02db30a0@staffmail.imsa.edu>

Thanks Josh, an extra space was the problem.  Thanks to you too Jesse for 
the back and forth over this issue.

--chris

At 12:23 PM 11/15/2001, Josh Krikke wrote:
>True.  I had something similar when I installed 2.0.8, and it was b/c I had
>a space in the Makefile after my password.  At least, that's what I think it
>was, b/c I fixed that and it worked.
>
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> > Sent: Thursday, November 15, 2001 12:59 PM
> > To: Christopher Kolar
> > Cc: rt-users at lists.fsck.com
> > Subject: Re: [rt-users] 208->209 upgrade returns error
> >
> >
> > I've gotta ask. Are there any weird characters in your rt
> > database password?
> >
> >
> > On Thu, Nov 15, 2001 at 11:49:20AM -0600, Christopher Kolar wrote:
> > > Hi everyone.  I have had 2.0.8 up and running for two days and
> > I am trying
> > > to do the upgrade to 2.0.9 this morning.  I have set up the
> > Makefile but
> > > when I make upgrade I get the following error message:
> > >
> > > ----------------------------------------
> > >          mv //var/rt2/etc/config.pm //var/rt2/etc/config.pm.old && \
> > >          chmod 000 //var/rt2/etc/config.pm.old
> > > cp -rp ./etc/config.pm //var/rt2/etc/config.pm
> > > /usr/bin/perl -p -i -e "\
> > > s'!!DB_TYPE!!'"mysql"'g;\
> > > s'!!DB_HOST!!'"localhost"'g;\
> > > s'!!DB_PORT!!'""'g;\
> > > s'!!DB_RT_PASS!!'"mypassword "'g;\
> > > s'!!DB_RT_USER!!'"rt_user"'g;\
> > > s'!!DB_DATABASE!!'"rt2"'g;\
> > > s'!!MASON_HTML_PATH!!'"/var/rt2/WebRT/html"'g;\
> > > s'!!MASON_LOCAL_HTML_PATH!!'"/var/rt2/local/WebRT/html"'g;\
> > > s'!!MASON_SESSION_PATH!!'"/var/rt2/WebRT/sessiondata"'g;\
> > > s'!!MASON_DATA_PATH!!'"/var/rt2/WebRT/data"'g;\
> > > s'!!RT_LOG_PATH!!'"/tmp"'g;\
> > > s'!!RT_VERSION!!'"2.0.9"'g;\
> > > " //var/rt2/etc/config.pm
> > > Substitution replacement not terminated at -e line 1.
> > > make: *** [config-replace] Error 255
> > > [root at iti currenttt]#
> > > --------------------------------
> > >
> > > I took a look around the Makefile, but I do not know enough
> > about perl to
> > > make good sense of that is happening.  Any help would be much
> > appreciated.
> > >
> > > Cheers,
> > >
> > > --chris
> > >> --
> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >

/////\\\\\/////\\\\\
Christopher G. Kolar
    Coordinator of Information Technology Integration
    Illinois Mathematics and Science Academy
  ckolar at imsa.edu  --  www.imsa.edu/~ckolar
         [PGP Public Key ID: 0xC6492C72]
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From jesse at bestpractical.com  Thu Nov 15 14:00:02 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 15 Nov 2001 14:00:02 -0500
Subject: [rt-users] Urgent: please help : Returned mail
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD011244EE@titan.nha.co.za>; from Rehan@nha.co.za on Thu, Nov 15, 2001 at 12:03:27PM +0200
References: <FD2EC577E876CA418D08460A64646FBD011244EE@titan.nha.co.za>
Message-ID: <20011115140002.A768@pallas.fsck.com>



On Thu, Nov 15, 2001 at 12:03:27PM +0200, Rehan van der Merwe wrote:
> Hi Jesse,
> 
> Matthew Watson solved the immediate problem - ./rt2/etc/config.pm did not
> have the correct read-permissions.
> 
> The upgrade I used was as follows:
> I was on 2.0.7.  I first upgraded to 2.0.8 by editing Makefile, running
> 'make upgrade' and editing /opt/rt2/etc/config.pm to contain the values I
> had before.
> Then I did the exact same procedure for 2.0.9.
> 2.0.7 was working fine.
> I see that the gid of most of RT is now root - is this the problem?


I suspect the problem is that you clobbered the permissions of the config file
by editing it.....

> 
> Rehan
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Thursday, November 15, 2001 11:44 AM
> To: Rehan van der Merwe
> Cc: Rt-Users (E-mail)
> Subject: Re: [rt-users] Urgent: please help : Returned mail
> 
> 
> that looks to me like rt-mailgate has lost its setgid bit.
> 
> what does ls -la rt/bin look like?
> 
> what was the exact upgrade procedure you used?
> 
> 
> 
> On Thu, Nov 15, 2001 at 10:35:59AM +0200, Rehan van der Merwe wrote:
> > Hi there,
> > 
> > I just upgraded to 2.0.9 an now all mail sent to rt returns with the
> > following error:
> > 
> > 
> > 
> > 
> > -----Original Message-----
> > From: Mail Delivery Subsystem [mailto:MAILER-DAEMON@[rt_server].nha.co.za]
> > Sent: Thursday, November 15, 2001 10:22 AM
> > To: Rehan at nha.co.za
> > Subject: Returned mail: see transcript for details
> > 
> > 
> > The original message was received at Thu, 15 Nov 2001 10:22:21 +0200
> > from [our mailserver].nha.co.za [196.22.2.30]
> > 
> >    ----- The following addresses had permanent fatal errors -----
> > "|/opt/rt2/bin/rt-mailgate --queue support --action correspond"
> >     (reason: 2)
> >     (expanded from: <support at iapetus.nha.co.za>)
> > 
> >    ----- Transcript of session follows -----
> > Can't locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
> > /usr/local/lib/perl5/5.6.1/i686-linux /usr/local/lib/perl5/5.6.1
> > /usr/local/lib/perl5/site_perl/5.6.1/i686-linux
> > /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl .) at
> > /opt/rt2/lib/RT/Interface/Email.pm line 105.
> > BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Email.pm
> line
> > 105.
> > Compilation failed in require at /etc/smrsh/rt-mailgate line 30.
> > BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 30.
> > 554 5.3.0 "|/opt/rt2/bin/rt-mailgate --queue support --action
> correspond"...
> > unknown mailer error 2
> > 
> > 
> > 
> > 
> > As far as @INC goes : config.pm is definately in /opt/rt2/etc
> > 
> > I hope you can help me soon!
> > 
> > Thanks and regards,
> > 
> > Rehan van der Merwe
> > 
> 
> 
> > From: Rehan van der Merwe <Rehan at nha.co.za>
> > To: support at iapetus.nha.co.za
> > Subject: test
> > Date: Thu, 15 Nov 2001 10:22:59 +0200
> > X-Mailer: Internet Mail Service (5.5.2653.19)
> > 
> > test
> > 
> > Rehan van der Merwe
> > Neil Harvey & Associates (Pty) Ltd
> > rehan at nha.co.za
> > Tel:  +27 21 6709237
> > Fax: +27 21 6709337
> > 
> 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From rain1 at ionet.net  Thu Nov 15 16:54:09 2001
From: rain1 at ionet.net (rain1 at ionet.net)
Date: Thu, 15 Nov 2001 15:54:09 -0600 (CST)
Subject: [rt-users] Update all these tickets at once.
Message-ID: <200111152154.PAA22849@ionet.net>

I was wondering if After clicking on the Update all these tickets at once link 
if you could modify that following screen to include the ability to respond to 
all of them with one message. Is this asking too much? Let me know thanks in 
advance.

Chris Barnes



From pdh at moreton.com.au  Thu Nov 15 16:56:57 2001
From: pdh at moreton.com.au (Phil Homewood)
Date: Fri, 16 Nov 2001 07:56:57 +1000
Subject: [rt-users] Changing requestor/creating tickets as user
In-Reply-To: <5.1.0.14.2.20011115113631.031080d0@marble.sentex.ca>
References: <5.1.0.14.2.20011115113631.031080d0@marble.sentex.ca>
Message-ID: <20011116075657.Z15157@moreton.com.au>

Damian Gerow wrote:
> In both cases, procmail returns a 'Permission Denied', and the RT logs just 
> say 'Permission Denied'.  If the requestor is changed to a privileged user, 
> then correspondance works correctly.  We're running 2.0.8, on PostgreSQL 
> 7.1.3.

Try upgrading to 2.0.9? IIRC there was a bug whereby unprivileged
users were not being created correctly in situations like this,
fixed in 2.0.9.



From rgupta at interlynx.net  Thu Nov 15 17:52:44 2001
From: rgupta at interlynx.net (R. Gupta)
Date: Thu, 15 Nov 2001 17:52:44 -0500 (EST)
Subject: [rt-users] RT2 Not Sending Reply's to Requestors?
Message-ID: <Pine.GSO.4.05.10111151751280.24241-100000@canary.interlynx.net>

Hello,

I am having some trouble with RT2 & sendmail & replies.  Particularly, the
problem is that the reply is not being sent so it seems...

If I do a 'tail -f' of Apache's error.log, and Sendmail's mail.log and
RT2's logfile (which I have placed in /var/log/rt2) nothing is written to
them upon submit of the reply.  The following is displayed under a
"Results" heading in the web-interface:

"correspondence sent"

Unfortunately, the email is not received by the requestor.

Any suggestions?  I was hoping to have SOME error to aid in finding out
what is wrong...  Perhaps I'm not looking in the right places for some
sort of error message to help..



VERSION/CONFIG INFORMATION:

I am running: Version of sendmail being used: Sendmail 8.12.1


<excerpt from /usr/local/rt2/etc/config.pm>
#Sendmail Configuration

$MailCommand = 'sendmail';

$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";

$SendmailPath = "/usr/sbin/sendmail";

$UseFriendlyToLine = 0;


... I have ensured that sendmail is indeed at that location :)

Anyways, thats it.. Thanks in advance for your help!

R. Gupta




From matt at iseek.com.au  Thu Nov 15 19:24:02 2001
From: matt at iseek.com.au (matt carter)
Date: Fri, 16 Nov 2001 10:24:02 +1000 (EST)
Subject: [rt-users] why is my rt changing status from new to open!?
In-Reply-To: <Pine.LNX.4.31.0111141037290.9267-100000@admin.iseek.com.au>
Message-ID: <Pine.LNX.4.31.0111161016560.15594-100000@admin.iseek.com.au>

occasionally i have noticed that rt seems to take it upon itself to go
changing the status of tickets.

i have no problem with it re-opening resolved tickets upon correspondence,
but opening tickets that have no owner is pretty strange?!?


eg:

Thu Nov 15 17:15:47 2001
                                         x at x -
Ticket created


Thu Nov 15 17:21:04 2001
                                         x at x -
Correspondence added


Thu Nov 15 17:21:05 2001
                                         RT_System - Status changed from
new to open









From jesse at bestpractical.com  Thu Nov 15 19:52:10 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 15 Nov 2001 19:52:10 -0500
Subject: [rt-users] why is my rt changing status from new to open!?
In-Reply-To: <Pine.LNX.4.31.0111161016560.15594-100000@admin.iseek.com.au>; from matt@iseek.com.au on Fri, Nov 16, 2001 at 10:24:02AM +1000
References: <Pine.LNX.4.31.0111141037290.9267-100000@admin.iseek.com.au> <Pine.LNX.4.31.0111161016560.15594-100000@admin.iseek.com.au>
Message-ID: <20011115195210.J768@pallas.fsck.com>

Known bug. fixed in 2.0.9.


On Fri, Nov 16, 2001 at 10:24:02AM +1000, matt carter wrote:
> 
> occasionally i have noticed that rt seems to take it upon itself to go
> changing the status of tickets.
> 
> i have no problem with it re-opening resolved tickets upon correspondence,
> but opening tickets that have no owner is pretty strange?!?
> 
> 
> eg:
> 
> Thu Nov 15 17:15:47 2001
>                                          x at x -
> Ticket created
> 
> 
> Thu Nov 15 17:21:04 2001
>                                          x at x -
> Correspondence added
> 
> 
> Thu Nov 15 17:21:05 2001
>                                          RT_System - Status changed from
> new to open
> 
> 
> 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From rmitzel at peer1.net  Thu Nov 15 20:53:21 2001
From: rmitzel at peer1.net (Rob Mitzel)
Date: Thu, 15 Nov 2001 17:53:21 -0800
Subject: [rt-users] Timezone and FreeBSD
Message-ID: <DKEPICGGEGFEBGNMNBHPCEIICCAA.rmitzel@peer1.net>

Hi everyone,

You know, I've been having a problem ever since I first fired up RT, on
about 3 different FreeBSD systems.  No matter what I do, the timezone in RT
always shows up as GMT.  In config.pm, I've tried every possible combination
of entries for the time zone.

I'm running FreeBSD 4.4-STABLE.  Any ideas, anyone?  This is making me look
quite stupid to my bosses that I can't figure this out. :(

Thanks in advance!

-Rob.





From drek at smashpow.net  Thu Nov 15 23:23:36 2001
From: drek at smashpow.net (Agent Drek)
Date: Thu, 15 Nov 2001 23:23:36 -0500 (EST)
Subject: [rt-users] Timezone and FreeBSD
In-Reply-To: <DKEPICGGEGFEBGNMNBHPCEIICCAA.rmitzel@peer1.net>
Message-ID: <Pine.BSF.4.21.0111152321240.43627-100000@smashpow.net>

On Thu, 15 Nov 2001, Rob Mitzel wrote:

> Date: Thu, 15 Nov 2001 17:53:21 -0800
> From: Rob Mitzel <rmitzel at peer1.net>
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Timezone and FreeBSD
> 
> Hi everyone,
> 
> You know, I've been having a problem ever since I first fired up RT, on
> about 3 different FreeBSD systems.  No matter what I do, the timezone in RT
> always shows up as GMT.  In config.pm, I've tried every possible combination
> of entries for the time zone.
> 
> I'm running FreeBSD 4.4-STABLE.  Any ideas, anyone?  This is making me look
> quite stupid to my bosses that I can't figure this out. :(
> 
> Thanks in advance!
> 
> -Rob.
> 

assuming that you want EST this will make fbsd happy:

$Timezone =  'EST5EDT';

see /usr/share/zoneinfo for others.

cheers,

--
   Derek Marshall
 
Smash and Pow Inc > 'digital plumber'
http://www.smashpow.net




From teo.dehesselle at uts.edu.au  Fri Nov 16 01:07:27 2001
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Fri, 16 Nov 2001 17:07:27 +1100
Subject: [rt-users] Timezone and FreeBSD
References: <DKEPICGGEGFEBGNMNBHPCEIICCAA.rmitzel@peer1.net>
Message-ID: <3BF4AD1F.96440F4D@uts.edu.au>

	[timezone issues]

I fixed a LOT of timezone issues by using the correct timezone
"Australia/New South Wales" instead of GMT+10. 

The other thing that helped immensely was putting a 'SetEnv' directive in
my apache config file.

-- 
T?o de Hesselle,               \  One possible reason that things
Unix Systems Administrator      \  aren't going according to plan
                                 \  is that there never was a plan
University of Technology, Sydney  \  in the first place.



From ray at lctn.k12.mn.us  Fri Nov 16 08:30:20 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Fri, 16 Nov 2001 07:30:20 -0600
Subject: [rt-users] need some example configs
Message-ID: <002201c16ea2$d6b79f80$a344a43f@xtratyme.com>

When I first setup RT I tried to use the alias command in httpd.conf, but could not get it to work. I would appreciate  example syntax needed for httpd.conf and config.pm. RT is located in /opt/rt2/..... The URL I want to use is http://rt.lctn.k12.mn.us/rt

If it helps the problem I had was I would get an initial login page, and get to the start page, but when I would click on a link I would get a broken path, and could not get pages to come up.



Raymond Norton
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From cewatts at frontier.net  Fri Nov 16 08:47:13 2001
From: cewatts at frontier.net (Charlie Watts)
Date: Fri, 16 Nov 2001 06:47:13 -0700 (MST)
Subject: [rt-users] Timezone and FreeBSD
In-Reply-To: <DKEPICGGEGFEBGNMNBHPCEIICCAA.rmitzel@peer1.net>
Message-ID: <Pine.LNX.4.33.0111160645340.19369-100000@animas.frontier.net>

On Thu, 15 Nov 2001, Rob Mitzel wrote:

> You know, I've been having a problem ever since I first fired up RT,
> on about 3 different FreeBSD systems.  No matter what I do, the
> timezone in RT always shows up as GMT.  In config.pm, I've tried every
> possible combination of entries for the time zone.
>
> I'm running FreeBSD 4.4-STABLE.  Any ideas, anyone?  This is making me
> look quite stupid to my bosses that I can't figure this out. :(

Are you running anything else under mod_perl? I had trouble with cricket
timestamps always showing as GMT because the time was set incorrectly in
RT, at one point. Fixing the time in RT fixed the time in cricket ...

As cool as mod_perl is, I think fastcgi is probably a better way to go,
because of these weird pollution problems.

-- 
Charlie Watts
cewatts at frontier.net
Frontier Internet, Inc.
http://www.frontier.net/




From khera at kcilink.com  Fri Nov 16 11:35:01 2001
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 16 Nov 2001 11:35:01 -0500
Subject: [rt-users] Timezone and FreeBSD
In-Reply-To: <DKEPICGGEGFEBGNMNBHPCEIICCAA.rmitzel@peer1.net>
References: <DKEPICGGEGFEBGNMNBHPCEIICCAA.rmitzel@peer1.net>
Message-ID: <15349.16437.623505.939282@onceler.kciLink.com>

>>>>> "RM" == Rob Mitzel <rmitzel at peer1.net> writes:

RM> You know, I've been having a problem ever since I first fired up
RM> RT, on about 3 different FreeBSD systems.  No matter what I do,
RM> the timezone in RT always shows up as GMT.  In config.pm, I've
RM> tried every possible combination of entries for the time zone.

The comments say:

 It should be set to a timezone recognized by your local unix box.

The default 'US/Eastern' is not so recognized by FreeBSD.  Try
'EST5EDT' or your equivalent in config.pm.



From khera at kcilink.com  Fri Nov 16 12:17:17 2001
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 16 Nov 2001 12:17:17 -0500
Subject: [rt-users] Timezone and FreeBSD
In-Reply-To: <Pine.LNX.4.33.0111160645340.19369-100000@animas.frontier.net>
References: <DKEPICGGEGFEBGNMNBHPCEIICCAA.rmitzel@peer1.net>
	<Pine.LNX.4.33.0111160645340.19369-100000@animas.frontier.net>
Message-ID: <15349.18973.652676.224705@onceler.kciLink.com>

>>>>> "CW" == Charlie Watts <cewatts at frontier.net> writes:

CW> As cool as mod_perl is, I think fastcgi is probably a better way to go,
CW> because of these weird pollution problems.

True, but the deeper issue here I think is the system date/time
libraries.  Once initialized, you can't change the timezone by simply
changing the TZ environment variable.  So each process can only work
in one timezone -- the one first specified.  I think this might put a
kink in the plans to make the times appear local to the user depending
on the user's preferences.

For my install, I have a private instantiation of Apache just for RT
running on a high-number port (with SSL enabled).



From Andrzej.Bursztynski at pse.pl  Fri Nov 16 12:45:39 2001
From: Andrzej.Bursztynski at pse.pl (Andrzej Bursztynski)
Date: Fri, 16 Nov 2001 18:45:39 +0100
Subject: [rt-users] No subject of the ticket sent
Message-ID: <20011116184539.C26042@pse.pl>

Hi,

I've upgraded from RT1 to 2.0.9pre5, today moved to 2.0.9 and we're 
missing the subject of the ticket on mail.

When the ticket is created, the e-mail notification is sent correctly with the
subject defined  with 'Transaction' template to AdminCC according to the Scrips
rules. But this is the last time Subject is sent. Any further e-mail doesn't
show subject, but 'No subject given' is displayed.

My 'Transaction' template (translated to Polish, same with the default
template):

"{$Transaction->CreatedAsString}: Korespondencja dot zg?oszenia {$Ticket->id}.

 Transakcja: {$Transaction->Description}
    Kolejka: {$Ticket->QueueObj->Name}
    Subject: {$Transaction->Subject || "(No subject given)"}
 W?a?ciciel: {$Ticket->OwnerObj->Name}
Zg?aszaj?cy: {$Ticket->Requestors->EmailsAsString()}
       Stan: {$Ticket->Status}
        URL: <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
-------------------------------------------------------------------------
{$Transaction->Content()}
-------------------------------------------------------------------------"

Scrips:
Global:
OnCreate AutoreplyToRequestors with template Autoreply 
OnCreate NotifyAdminCcs with template Transaction 
OnResolve NotifyRequestors with template Resolved 

Queue:
OnTransaction NotifyOwner with template Transaction 
OnTransaction NotifyAdminCcs with template Transaction 
OnCorrespond NotifyAdminCcs with template AdminCorrespondence 
OnComment NotifyAdminCcsAsComment with template AdminComment

Looks like any transaction ( 'Comments added', 'Correspondence added', 'Status
changed', 'FinalPriority changed' , 'Ticket xxx MergedInto ticket yyy', 'Given
to', 'Taken by') but "Ticket created" causes subject to be null.

-- 
K?aniam sie

 (ab)

-=====================Uwaga! Zmiana numer?w telefonicznych=====================
-= Andrzej Bursztynski, email: and at pse.pl tel +48-27-2221112 fax +48-27-2221209
-= Polskie Sieci Elektroenergetyczne SA, 00-950 Warszawa, ul. Mysia 2, POLAND
-=====================Uwaga! Zmiana numer?w telefonicznych=====================



From jesse at bestpractical.com  Fri Nov 16 13:17:17 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Nov 2001 13:17:17 -0500
Subject: [rt-users] No subject of the ticket sent
In-Reply-To: <20011116184539.C26042@pse.pl>; from Andrzej.Bursztynski@pse.pl on Fri, Nov 16, 2001 at 06:45:39PM +0100
References: <20011116184539.C26042@pse.pl>
Message-ID: <20011116131717.M768@pallas.fsck.com>

Your template is wrong.  you want 

	$Transaction->Subject || $Ticket->Subject || 'No subject'

On Fri, Nov 16, 2001 at 06:45:39PM +0100, Andrzej Bursztynski wrote:
> Hi,
> 
> I've upgraded from RT1 to 2.0.9pre5, today moved to 2.0.9 and we're 
> missing the subject of the ticket on mail.
> 
> When the ticket is created, the e-mail notification is sent correctly with the
> subject defined  with 'Transaction' template to AdminCC according to the Scrips
> rules. But this is the last time Subject is sent. Any further e-mail doesn't
> show subject, but 'No subject given' is displayed.
> 
> My 'Transaction' template (translated to Polish, same with the default
> template):
> 
> "{$Transaction->CreatedAsString}: Korespondencja dot zg?oszenia {$Ticket->id}.
> 
>  Transakcja: {$Transaction->Description}
>     Kolejka: {$Ticket->QueueObj->Name}
>     Subject: {$Transaction->Subject || "(No subject given)"}
>  W?a?ciciel: {$Ticket->OwnerObj->Name}
> Zg?aszaj?cy: {$Ticket->Requestors->EmailsAsString()}
>        Stan: {$Ticket->Status}
>         URL: <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
> -------------------------------------------------------------------------
> {$Transaction->Content()}
> -------------------------------------------------------------------------"
> 
> Scrips:
> Global:
> OnCreate AutoreplyToRequestors with template Autoreply 
> OnCreate NotifyAdminCcs with template Transaction 
> OnResolve NotifyRequestors with template Resolved 
> 
> Queue:
> OnTransaction NotifyOwner with template Transaction 
> OnTransaction NotifyAdminCcs with template Transaction 
> OnCorrespond NotifyAdminCcs with template AdminCorrespondence 
> OnComment NotifyAdminCcsAsComment with template AdminComment
> 
> Looks like any transaction ( 'Comments added', 'Correspondence added', 'Status
> changed', 'FinalPriority changed' , 'Ticket xxx MergedInto ticket yyy', 'Given
> to', 'Taken by') but "Ticket created" causes subject to be null.
> 
> -- 
> K?aniam sie
> 
>  (ab)
> 
> -=====================Uwaga! Zmiana numer?w telefonicznych=====================
> -= Andrzej Bursztynski, email: and at pse.pl tel +48-27-2221112 fax +48-27-2221209
> -= Polskie Sieci Elektroenergetyczne SA, 00-950 Warszawa, ul. Mysia 2, POLAND
> -=====================Uwaga! Zmiana numer?w telefonicznych=====================
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Fri Nov 16 13:26:19 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Nov 2001 13:26:19 -0500
Subject: [rt-users] RT2 Not Sending Reply's to Requestors?
In-Reply-To: <Pine.GSO.4.05.10111151751280.24241-100000@canary.interlynx.net>; from rgupta@interlynx.net on Thu, Nov 15, 2001 at 05:52:44PM -0500
References: <Pine.GSO.4.05.10111151751280.24241-100000@canary.interlynx.net>
Message-ID: <20011116132619.O768@pallas.fsck.com>

Try 'sendmailpipe' rather than sendmail.

	-j


On Thu, Nov 15, 2001 at 05:52:44PM -0500, R. Gupta wrote:
> Hello,
> 
> I am having some trouble with RT2 & sendmail & replies.  Particularly, the
> problem is that the reply is not being sent so it seems...
> 
> If I do a 'tail -f' of Apache's error.log, and Sendmail's mail.log and
> RT2's logfile (which I have placed in /var/log/rt2) nothing is written to
> them upon submit of the reply.  The following is displayed under a
> "Results" heading in the web-interface:
> 
> "correspondence sent"
> 
> Unfortunately, the email is not received by the requestor.
> 
> Any suggestions?  I was hoping to have SOME error to aid in finding out
> what is wrong...  Perhaps I'm not looking in the right places for some
> sort of error message to help..
> 
> 
> 
> VERSION/CONFIG INFORMATION:
> 
> I am running: Version of sendmail being used: Sendmail 8.12.1
> 
> 
> <excerpt from /usr/local/rt2/etc/config.pm>
> #Sendmail Configuration
> 
> $MailCommand = 'sendmail';
> 
> $SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";
> 
> $SendmailPath = "/usr/sbin/sendmail";
> 
> $UseFriendlyToLine = 0;
> 
> 
> ... I have ensured that sendmail is indeed at that location :)
> 
> Anyways, thats it.. Thanks in advance for your help!
> 
> R. Gupta
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From ray at lctn.k12.mn.us  Fri Nov 16 13:44:14 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Fri, 16 Nov 2001 12:44:14 -0600
Subject: [rt-users] what exactly do I need on the subject line to get some help?:(
Message-ID: <005001c16ece$b0cf52a0$0238dccc@hutchtel.net>

I am surprised on how little response I get when posting questions. I thought that helping people was what this list was for. If you care to help you can see my previous message from today.


Raymond Norton
-------------- next part --------------
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From krikke at macatawa.org  Fri Nov 16 14:16:50 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Fri, 16 Nov 2001 14:16:50 -0500
Subject: [rt-users] need some example configs
In-Reply-To: <005001c16ece$b0cf52a0$0238dccc@hutchtel.net>
Message-ID: <BPEOJKJIDFBLFKLOIFEAOECGCMAA.krikke@macatawa.org>

Patience, patience...

As for your earlier question, did you read and reconfigure config.pm?  Look
in there for a setting called "$WebPath".

Also, the more specific your question is, the easier it is for someone to
notice something they think they might know.  But when you say "when I would
click on a link I would get a broken path," it's hard to know what the exact
problem is.  If you would say, "when I would click on a link (Configuration
from the main page) I would get sent to http://rt.lctn.k12.mn.us/Admin
instead of http://rt.lctn.k12.mn.us/rt/Admin ...", one could see a problem
more easily.

-Josh

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On
Behalf Of Raymond Norton
Sent: Friday, November 16, 2001 1:44 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] what exactly do I need on the subject line to get some
help?:(


I am surprised on how little response I get when posting questions. I
thought that helping people was what this list was for. If you care to help
you can see my previous message from today.


Raymond Norton




From annis at biostat.wisc.edu  Fri Nov 16 14:32:53 2001
From: annis at biostat.wisc.edu (William Annis)
Date: Fri, 16 Nov 2001 13:32:53 -0600 (CST)
Subject: [rt-users] RT 2.0.9 rt-mailgate error in DBIx::SearchBuilder::Handle.pm
Message-ID: <200111161932.fAGJWrT23687@alioth.biostat.wisc.edu>

This is related to the problem I mentioned a few days ago.  When I
send mail to the general queue, I get this:

   ----- Transcript of session follows -----
Can't bind unknown placeholder '9' at /loc/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 320, <STDIN> line 10.
554 5.3.0 "|/home/mesarthim/rt2/bin/rt-mailgate --queue general --action correspond"... unknown mailer error 255

   ----- Original message follows -----

So, I hacked Handle.pm to send me some of the variables to see what
was going on (near line 320):

    `echo @bind_values :: $QueryString | mailx annis`;    # help me!
    unless ($sth->execute(@bind_values)) {
	if ($DEBUG) {
	    die "$self couldn't execute the query '$QueryString'" . 
	      $self->dbh->errstr . "\n";
	    
	}

Now, I get several pieces of email when I send something to the
general queue.  The last one I get, however, looks like this, and I
have to believe something is very wrong with it:

----------------------------------------------------------------------
Date: Fri, 16 Nov 2001 13:18:41 -0600 (CST)
From: daemon at biostat.wisc.edu
To: annis at biostat.wisc.edu

annis at biostat.wisc.edu :: SELECT TT_DB bin dev devices direct etc export home kernel lib loc local lost+found mnt net opt platform proc s s-arch sbin tmp tools u usr var vol xfn FROM Users WHERE EmailAddress = s u

----------------------------------------------------------------------

Where in the world is the SELECT call getting a full listing of /
from?

--
wm



From gwen at reptiles.org  Fri Nov 16 14:21:05 2001
From: gwen at reptiles.org (Gwendolynn ferch Elydyr)
Date: Fri, 16 Nov 2001 14:21:05 -0500 (EST)
Subject: [rt-users] what exactly do I need on the subject line to get
 some help?:(
Message-ID: <20011116141606.J34652-100000@iguana.reptiles.org>

> This is a multi-part message in MIME format.
> I am surprised on how little response I get when posting questions. I =
> thought that helping people was what this list was for. If you care to =
> help you can see my previous message from today.
> Raymond Norton

Hi Raymond -

The short answer to your question is "Maners and Patience".

The long answer to your question includes:

(1) Learn to post in text only. Posts in both html and text are annoying
	at best, and cause many people to immediately hit <del>.

(2) RTFM (and that includes the list archives)

(3) Understand that _free_ software and support is just that. Free. People
	do it out of the goodness of their heart. You can't scream and demand
	that they help you. Take what you get. If you happen to get something
	be grateful. If you don't, don't whine.

	If you want to be able to rant and scream about lack of support, pay
	someone to support you.

	Otherwise, don't be surprised when the response you get to a whine
	boils down to "get a life".

cheers!
==========================================================================
"A cat spends her life conflicted between a deep, passionate and profound
desire for fish and an equally deep, passionate and profound desire to
avoid getting wet.  This is the defining metaphor of my life right now."




From pdh at snapgear.com  Wed Nov 14 20:33:32 2001
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 15 Nov 2001 11:33:32 +1000
Subject: [rt-users] malformed outgoing email address ?
In-Reply-To: <20011114171734.A22893@intrinsic.com>
References: <20011114171734.A22893@intrinsic.com>
Message-ID: <20011115113332.P15157@moreton.com.au>

Brian McClendon wrote:
> > 501 5.1.3 'AdminCc of AlchemyRT Ticket #159':;... List:;
> > syntax illegal for recipient addresses

You are using Sendmail[tm] brand sendmail and have not
followed the instructions regarding UseFriendlyToLine
in config.pm, at a guess.



From joemcd at baker.ie  Mon Nov 12 09:59:32 2001
From: joemcd at baker.ie (Joe McDermott)
Date: Mon, 12 Nov 2001 14:59:32 +0000
Subject: [rt-users] Contact Database
Message-ID: <3BEFE3D4.FDE205F@baker.ie>

Recently installed RT2 ,
I have a number of contact databases on a number of different systems
(LDAP, Access, text).
I wanted to add these together and allow my rt-users access it via the
web ui.

The entries might be of the form (Company Name , Contact Person,
Address1, Address 2, City, Phone No. , Website) for example.

I wanted the user to be able to search on any field, then get back a
listing of matchs.

(I looked at the searching facilities in RT2 , "Search" gives results of
tickets and "configuration->Users" gives back users)

I was going to create a new table in the rt database , import my contact
details into it, then try
to write some scripts to view/update the table via the web (using the rt
material as a guide).

Does anyone know of an easy route for doing this , (or is this just a
bad idea - tampering with rt2 database/scripts )

Many Thanks,
Joe McDermott




From irenes at wolfram.com  Mon Nov 12 16:03:05 2001
From: irenes at wolfram.com (irene)
Date: Mon, 12 Nov 2001 15:03:05 -0600
Subject: [rt-users] Automatically assign owner
Message-ID: <3BF03909.3A763EAA@wolfram.com>

Hi, I'm relatively new to the RT configuration. I'm trying to setup one
of my queues to automatically assign a request as it comes in to a
specific owner. Is this possible? I would be very happy if someone could
point me to the appropriate thread and I'll muddle through, but there
are a lot of threads to randomly search through on my own!

Any help is greatly appreciated. BTW, I love the new version. My company
was using several generations old versions. Many, useful improvements -
Thanks!

Irene Sakellarakis




From jesse at bestpractical.com  Fri Nov 16 14:42:44 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Nov 2001 14:42:44 -0500
Subject: [rt-users] RT 2.0.9 rt-mailgate error in DBIx::SearchBuilder::Handle.pm
In-Reply-To: <200111161932.fAGJWrT23687@alioth.biostat.wisc.edu>; from annis@biostat.wisc.edu on Fri, Nov 16, 2001 at 01:32:53PM -0600
References: <200111161932.fAGJWrT23687@alioth.biostat.wisc.edu>
Message-ID: <20011116144244.U768@pallas.fsck.com>

>     `echo @bind_values :: $QueryString | mailx annis`;    # help me!

@bind_values, in this case, is likely just *, which your shell escape
is interpreting as "echo *", a convenient way to list files in a directory.


>     unless ($sth->execute(@bind_values)) {
> 	if ($DEBUG) {
> 	    die "$self couldn't execute the query '$QueryString'" . 
> 	      $self->dbh->errstr . "\n";
> 	    
> 	}
> 
> Now, I get several pieces of email when I send something to the
> general queue.  The last one I get, however, looks like this, and I
> have to believe something is very wrong with it:
> 
> ----------------------------------------------------------------------
> Date: Fri, 16 Nov 2001 13:18:41 -0600 (CST)
> From: daemon at biostat.wisc.edu
> To: annis at biostat.wisc.edu
> 
> annis at biostat.wisc.edu :: SELECT TT_DB bin dev devices direct etc export home kernel lib loc local lost+found mnt net opt platform proc s s-arch sbin tmp tools u usr var vol xfn FROM Users WHERE EmailAddress = s u
> 
> ----------------------------------------------------------------------
> 
> Where in the world is the SELECT call getting a full listing of /
> from?
> 
> --
> wm
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From wkelleher at aaservicesltd.com  Fri Nov 16 15:34:06 2001
From: wkelleher at aaservicesltd.com (wkelleher at aaservicesltd.com)
Date: Fri, 16 Nov 2001 15:34:06 -0500
Subject: [rt-users] Help me with Initial RT install recommendation
Message-ID: <21C536E9D898D211BB8300A02413392723ECD7@aa_tax.aaservicesltd.com>

Hope that's not confusing
I am waiting for a new machine and I intend to load Redhat 7.2 on it and
then RT.

Is there another distribution I should look at or any other things I should
consider

I have looked at some of the documentation and I think I can get it working
but any hints would be appreciated.

Thanks in advance
----------------------------------------------------------------------------
----------------------
William Kelleher
IS Manager
AA Services
703.461.9009 x137
wkelleher at aaservicesltd.com





From rmitzel at peer1.net  Fri Nov 16 18:34:13 2001
From: rmitzel at peer1.net (Rob Mitzel)
Date: Fri, 16 Nov 2001 15:34:13 -0800
Subject: [rt-users] Timezone and FreeBSD
In-Reply-To: <Pine.BSF.4.21.0111152321240.43627-100000@smashpow.net>
Message-ID: <DKEPICGGEGFEBGNMNBHPMEILCCAA.rmitzel@peer1.net>

Derek,

That worked PERFECTLY!! Thank you!!

-Rob.


> -----Original Message-----
> From: Agent Drek [mailto:drek at smashpow.net]
> Sent: Thursday, November 15, 2001 8:24 PM
> To: Rob Mitzel
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Timezone and FreeBSD
> 
> 
> On Thu, 15 Nov 2001, Rob Mitzel wrote:
> 
> > Date: Thu, 15 Nov 2001 17:53:21 -0800
> > From: Rob Mitzel <rmitzel at peer1.net>
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] Timezone and FreeBSD
> > 
> > Hi everyone,
> > 
> > You know, I've been having a problem ever since I first fired up RT, on
> > about 3 different FreeBSD systems.  No matter what I do, the 
> timezone in RT
> > always shows up as GMT.  In config.pm, I've tried every 
> possible combination
> > of entries for the time zone.
> > 
> > I'm running FreeBSD 4.4-STABLE.  Any ideas, anyone?  This is 
> making me look
> > quite stupid to my bosses that I can't figure this out. :(
> > 
> > Thanks in advance!
> > 
> > -Rob.
> > 
> 
> assuming that you want EST this will make fbsd happy:
> 
> $Timezone =  'EST5EDT';
> 
> see /usr/share/zoneinfo for others.
> 
> cheers,
> 
> --
>    Derek Marshall
>  
> Smash and Pow Inc > 'digital plumber'
> http://www.smashpow.net
> 
> 



From teo.dehesselle at uts.edu.au  Fri Nov 16 18:42:05 2001
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Sat, 17 Nov 2001 10:42:05 +1100
Subject: [rt-users] what exactly do I need on the subject line to get some 
 help?:(
References: <005001c16ece$b0cf52a0$0238dccc@hutchtel.net>
Message-ID: <3BF5A44D.A7E14569@uts.edu.au>

> Raymond Norton wrote:
> 
> I am surprised on how little response I get when posting questions. I
> thought that helping people was what this list was for. If you care to
> help you can see my previous message from today.

Fuck off. Really... We don't need the attitude.

What should you do if you really need help and you want me to give it to
you? A brown envelope, full of unmarked bills would be a good start.

No-one answered your pathetic one line post because it's been covered time
and time again, and stuff to do this is in the contrib directory, IIRC.

-- 
T?o de Hesselle,               \  One possible reason that things
Unix Systems Administrator      \  aren't going according to plan
                                 \  is that there never was a plan
University of Technology, Sydney  \  in the first place.



From teo.dehesselle at uts.edu.au  Fri Nov 16 18:44:51 2001
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Sat, 17 Nov 2001 10:44:51 +1100
Subject: [rt-users] Help me with Initial RT install recommendation
References: <21C536E9D898D211BB8300A02413392723ECD7@aa_tax.aaservicesltd.com>
Message-ID: <3BF5A4F3.A9B86017@uts.edu.au>

wkelleher at aaservicesltd.com wrote:

> I have looked at some of the documentation and I think I can get it working
> but any hints would be appreciated.

Hmmm. Redhat... apart from the usual sysadmin stuff, you'll have a lot
less trouble with the many facets of RT if you compile EVERYTHING yourself
- perl, apache & mod_perl ( & mod_ssl if you like) that is. 

It's not that hard. You'll enjoy it :).


-- 
T?o de Hesselle,               \  One possible reason that things
Unix Systems Administrator      \  aren't going according to plan
                                 \  is that there never was a plan
University of Technology, Sydney  \  in the first place.



From jesse at bestpractical.com  Fri Nov 16 18:54:41 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Nov 2001 18:54:41 -0500
Subject: [rt-users] what exactly do I need on the subject line to get some help?:(
Message-ID: <20011116185441.V768@pallas.fsck.com>

I suspect that everything that needs to be said on this thread has been said.
If anyone feels the need to say anything else, it should probably be by
private mail.


	-Jesse



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



From tfurnish at mail1.wowemployers.com  Fri Nov 16 19:02:07 2001
From: tfurnish at mail1.wowemployers.com (Trever Furnish)
Date: Fri, 16 Nov 2001 19:02:07 -0500 (EST)
Subject: [rt-users] Help me with Initial RT install recommendation
In-Reply-To: <3BF5A4F3.A9B86017@uts.edu.au>
Message-ID: <Pine.LNX.4.33.0111161854150.32617-100000@mail1.wowemployers.com>

Ok, I'll admit I only just started paying attention to this list, so
someone else here will hopefully correct me if I'm saying something
extremely horrible, but...

I just started fresh with redhat 7.2, which still has perl 5.6.0, which
seems to be a bit of a problem, but I was able to get it working... if you
don't count the occasional apache child process segfaulting (hit the back
button and submit again, no big deal so far).

My goals were to stick as much as possible with redhat-supplied rpm
packages and to definitely NOT recompile perl.  The apache segfaulting I
take to be related to perl 5.6.0 (vs 5.6.1), so maybe mine wasn't the best
choice.  I REALLY do NOT want to compile perl and ruin redhat's rpm
version - personal preference.

I took some *really* rough notes though and I'd be happy to forward them
to you, wkelleher, if you want some additional guidance on the process.
I'm sorry, don't have your original post, only Teo's response below, so I
don't know if you're on redhat 7.2 or some other version.  If it's not
7.2, my notes probably won't help much.

I'll be doing the install again on another rh7.2 box very soon and will be
tarballing all the files I use for the install and cleaning up my notes
more carefully and I'll be happy to share that as well if anyone's
interested.

Email me directly if you think you may benefit from these notes and I'll
send them.

--
trever

On Sat, 17 Nov 2001, Teo de Hesselle wrote:

> wkelleher at aaservicesltd.com wrote:
>
> > I have looked at some of the documentation and I think I can get it working
> > but any hints would be appreciated.
>
> Hmmm. Redhat... apart from the usual sysadmin stuff, you'll have a lot
> less trouble with the many facets of RT if you compile EVERYTHING yourself
> - perl, apache & mod_perl ( & mod_ssl if you like) that is.
>
> It's not that hard. You'll enjoy it :).
>
>
>




From c.pascoe at itee.uq.edu.au  Wed Nov 14 17:57:32 2001
From: c.pascoe at itee.uq.edu.au (Chris Pascoe)
Date: Thu, 15 Nov 2001 08:57:32 +1000 (EST)
Subject: [rt-users] bad rfc822 field name?
In-Reply-To: <Pine.LNX.4.31.0111141037290.9267-100000@admin.iseek.com.au>
Message-ID: <Pine.GSO.4.40.0111150852310.19641-100000@mango.csee.uq.edu.au>

Without looking at the code at all, I'm guessing there is some code in
place designed to line wrap outgoing mail at a fixed width, and it's also
operating on the header portion of the message.  So a very long subject
line gets a "\n" whacked in the middle of it, thus making the rest of the
subject line look like it's starting a new rfc822 field... and then
baulking.  This is consistent with the "no blank line after subject: in
template" that matt talks about.

The outbound message ends up looking like:

-- start mail
To: blah
From: blah
Subject: blah blah blah blah blah blah blah blah blah blah blah blah \n
testing 12 3 4 5  6

message body
-- end mail

Which is obviously evil :).  Again, I haven't looked at the code, so I
can't suggest a fix, but hope this helps put someone on the right track.

Chris




From awfief at usg.tufts.edu  Fri Nov 16 11:52:22 2001
From: awfief at usg.tufts.edu (Sheeri Kritzer)
Date: Fri, 16 Nov 2001 11:52:22 -0500 (EST)
Subject: [rt-users] feature request:  search:  priority =
Message-ID: <Pine.LNX.4.33.0111161150030.4794-100000@prickpunch.usg.tufts.edu>

Hi there,

currently (well, in 2.0.7 at least), priority is searched by "exceeds foo" 
or "is less than" foo.  How about "equals foo" as well?

This came up when I was setting priorities and wanted to know everything 
that didn't have a priority set.  I could search for everything that 
exceeded -1 as a priority (we've set up priorities to be 0-100) or is less 
than 101, but I can't search for tickets that don't have a priority.

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




From teo.dehesselle at uts.edu.au  Fri Nov 16 19:32:35 2001
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Sat, 17 Nov 2001 11:32:35 +1100
Subject: [rt-users] Help me with Initial RT install recommendation
References: <Pine.LNX.4.33.0111161854150.32617-100000@mail1.wowemployers.com>
Message-ID: <3BF5B023.9ACF510F@uts.edu.au>

Trever Furnish wrote:

> My goals were to stick as much as possible with redhat-supplied rpm
> packages and to definitely NOT recompile perl.  

This shouldn't be a huge problem, as long as you're using the same
compiler and libs as was used to compile perl. 

If not, when you compile perl modules, things either won't work at all or
they will fail subtly - I suspect this is the cause of many people's
segfaults. 

See, perl remembers the options that were used to compile it (try a perl
-V), and your typical perl makefile.PL script uses the same switches to
compile the module, so the module is compiled in the environment as the
one used to make perl.

This leads to a world of pain if you end up using two sets of libs to
compile what is effectively the same program.

At the end of the day, I find compiling everything myself leads to a lot
less problems... Don't get me wrong - packages rock - I make solaris
packages for just about everything, as it lets us have the same
environment across all our machines. The key factor is that my packages
make up a coherent environemnt, which is something very very easy to break
if you're starting from something like redhat, because there's bound to be
something you need to change, and then everything goes to hell.

In any case, I've ranted enough on the subject now.

-- 
T?o de Hesselle,               \  One possible reason that things
Unix Systems Administrator      \  aren't going according to plan
                                 \  is that there never was a plan
University of Technology, Sydney  \  in the first place.



From agould at aslab.com  Fri Nov 16 23:49:41 2001
From: agould at aslab.com (Ashley Gould)
Date: Fri, 16 Nov 2001 20:49:41 -0800
Subject: [rt-users] UserObj info into a  template
Message-ID: <20011116204941.D19797@dagda.aslab.com>

HI list,

I'm creating a template which sends a filled in RMA form to requestors.
I need to catch the requestor's user information.  But from what I can
see a TemplateObj only knows about Ticket objects and Transaction objects.
And something called Argument:

sub _ParseContent  {
  my $self=shift;
  my %args = ( Argument => undef,
               TicketObj => undef,
               TransactionObj => undef,
               @_);


It seems I could pass a UserObj in Argument, but I haven't yet stumbled
on where I could set the value for Argument.

Or I could make an extention of Template.pm which provides a UserObj.

Are there other ways to do it?



I have to confess perl objects are still very myserios to me.



From greg at space.cfi.co.ug  Thu Nov 15 20:36:57 2001
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Thu, 15 Nov 2001 17:36:57 -0800 (PST)
Subject: [rt-users] undefined subroutine CGI::upload
Message-ID: <Pine.LNX.4.33.0111151733250.8123-100000@space.cfi.co.ug>

Hi all!

When trying to create a ticket on my newly installed rt 2_0_7 , I get the
following error and hence I am unable to create the ticket.

"Undefined subroutine CGI::upload
undefined error while executing /Ticket/Display.html"

Any ideas on how I could correct this?


thanks,
----
Greg,
Computer Frontiers International

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------





From rgupta at interlynx.net  Sat Nov 17 08:44:12 2001
From: rgupta at interlynx.net (R. Gupta)
Date: Sat, 17 Nov 2001 08:44:12 -0500 (EST)
Subject: [rt-users] RT2 Not Sending Reply's to Requestors?
In-Reply-To: <20011116132619.O768@pallas.fsck.com>
Message-ID: <Pine.GSO.4.05.10111170842290.25114-100000@canary.interlynx.net>

Hello,

	As per the comments in the config.pm file, I did try
'sendmailpipe', instead of 'sendmail', but had no luck.  The RT2 interface
would still report as "correspondence sent" after submitting a reply to
requestors...

R. Gupta

On Fri, 16 Nov 2001, Jesse Vincent wrote:

> Try 'sendmailpipe' rather than sendmail.
> 
> 	-j
> 
> 
> On Thu, Nov 15, 2001 at 05:52:44PM -0500, R. Gupta wrote:
> > Hello,
> > 
> > I am having some trouble with RT2 & sendmail & replies.  Particularly, the
> > problem is that the reply is not being sent so it seems...
> > 
> > If I do a 'tail -f' of Apache's error.log, and Sendmail's mail.log and
> > RT2's logfile (which I have placed in /var/log/rt2) nothing is written to
> > them upon submit of the reply.  The following is displayed under a
> > "Results" heading in the web-interface:
> > 
> > "correspondence sent"
> > 
> > Unfortunately, the email is not received by the requestor.
> > 
> > Any suggestions?  I was hoping to have SOME error to aid in finding out
> > what is wrong...  Perhaps I'm not looking in the right places for some
> > sort of error message to help..
> > 
> > 
> > 
> > VERSION/CONFIG INFORMATION:
> > 
> > I am running: Version of sendmail being used: Sendmail 8.12.1
> > 
> > 
> > <excerpt from /usr/local/rt2/etc/config.pm>
> > #Sendmail Configuration
> > 
> > $MailCommand = 'sendmail';
> > 
> > $SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";
> > 
> > $SendmailPath = "/usr/sbin/sendmail";
> > 
> > $UseFriendlyToLine = 0;
> > 
> > 
> > ... I have ensured that sendmail is indeed at that location :)
> > 
> > Anyways, thats it.. Thanks in advance for your help!
> > 
> > R. Gupta
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From jesse at bestpractical.com  Sat Nov 17 13:37:23 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 17 Nov 2001 13:37:23 -0500
Subject: [rt-users] undefined subroutine CGI::upload
In-Reply-To: <Pine.LNX.4.33.0111151733250.8123-100000@space.cfi.co.ug>; from greg@space.cfi.co.ug on Thu, Nov 15, 2001 at 05:36:57PM -0800
References: <Pine.LNX.4.33.0111151733250.8123-100000@space.cfi.co.ug>
Message-ID: <20011117133723.B768@pallas.fsck.com>

Sounds like your CGI.pm is too old. what rev are you running?


On Thu, Nov 15, 2001 at 05:36:57PM -0800, greg at space.cfi.co.ug wrote:
> Hi all!
> 
> When trying to create a ticket on my newly installed rt 2_0_7 , I get the
> following error and hence I am unable to create the ticket.
> 
> "Undefined subroutine CGI::upload
> undefined error while executing /Ticket/Display.html"
> 
> Any ideas on how I could correct this?
> 
> 
> thanks,
> ----
> Greg,
> Computer Frontiers International
> 
>       ,,,
>      /'^'\
>     ( o o )
> oOOO--(_)--OOOo----------------------
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Sat Nov 17 13:39:45 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 17 Nov 2001 13:39:45 -0500
Subject: [rt-users] UserObj info into a  template
In-Reply-To: <20011116204941.D19797@dagda.aslab.com>; from agould@aslab.com on Fri, Nov 16, 2001 at 08:49:41PM -0800
References: <20011116204941.D19797@dagda.aslab.com>
Message-ID: <20011117133945.C768@pallas.fsck.com>



On Fri, Nov 16, 2001 at 08:49:41PM -0800, Ashley Gould wrote:
> HI list,
> 
> I'm creating a template which sends a filled in RMA form to requestors.
> I need to catch the requestor's user information.  But from what I can
> see a TemplateObj only knows about Ticket objects and Transaction objects.
> And something called Argument:


So, you can get the Requestors out of the ticket object like this:

{ $Ticket->RequestorsAsString }


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



From akutty at is.dal.ca  Sun Nov 18 10:58:11 2001
From: akutty at is.dal.ca (Ashwin Kutty)
Date: Sun, 18 Nov 2001 11:58:11 -0400 (AST)
Subject: [rt-users] Installation
Message-ID: <Pine.A41.3.95.1011118115451.151838C-100000@is.dal.ca>

Hi,

I was having problems in the testdeps where the DBD::mysql,
Apache::Session were giving me problems, so I downloaded the source from
CPAN and got DBD-mysql and Apache::DBI installed.  Apache::Session is not
installing though and its giving me an error on a gmake test.. The error
is as follows:-

	Test returned status 2 (wstat 512, 0x200)
Failed Test       Status Wstat Total Fail  Failed  List of Failed
--------------------------------------------------------------------------------t/99base64.t
2   512    ??   ??       %  ??
t/99dbfile.t     	   2   512    ??   ??       %  ??
t/99dbfilestore.t	   2   512    ??   ??       %  ??
t/99file.t       	   2   512    ??   ??       %  ??
t/99md5gen.t     	   2   512    ??   ??       %  ??
t/99mysql.t      	   2   512    ??   ??       %  ??
t/99oracle.t     	   2   512    ??   ??       %  ??
t/99postgres.t   	   2   512    ??   ??       %  ??
t/99storable.t   	   2   512    ??   ??       %  ??
t/99uue.t        	   2   512    ??   ??       %  ??
3 tests skipped.
Failed 10/18 test scripts, 44.44% okay. 0/44 subtests failed, 100.00%
okay.
gmake: *** [test_dynamic] Error 2


Any ideas would be great, thanks..




From akutty at is.dal.ca  Sun Nov 18 11:39:54 2001
From: akutty at is.dal.ca (Ashwin Kutty)
Date: Sun, 18 Nov 2001 12:39:54 -0400 (AST)
Subject: [rt-users] Re: Installation
In-Reply-To: <Pine.A41.3.95.1011118115451.151838C-100000@is.dal.ca>
Message-ID: <Pine.A41.3.95.1011118123803.151838E-100000@is.dal.ca>

I installed everything by hand and Mysql and Apache::DBI installed ok..
Now Apache::Session failed on the make test but on a make install went
through fine.. Now, just for kicks I also went ahead on the RT Install and
I hit this error:-

Enter the mysql password for rt_user: 
Creating database schema.
DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
'rt_user at localhost' (Using password: YES) at tools/initdb line 144
Access denied for user: 'rt_user at localhost' (Using password: YES) at
tools/initdb line 144, <STDIN> line 1.
make: *** [initdb.rtuser] Error 255

Now I guess this is the DBD:mysql mod doing it, or I am screwing something
else up..

Any ideas?

Thanks..

On Sun, 18 Nov 2001, Ashwin Kutty wrote:

> 
> Hi,
> 
> I was having problems in the testdeps where the DBD::mysql,
> Apache::Session were giving me problems, so I downloaded the source from
> CPAN and got DBD-mysql and Apache::DBI installed.  Apache::Session is not
> installing though and its giving me an error on a gmake test.. The error
> is as follows:-
> 
> 	Test returned status 2 (wstat 512, 0x200)
> Failed Test       Status Wstat Total Fail  Failed  List of Failed
> --------------------------------------------------------------------------------t/99base64.t
> 2   512    ??   ??       %  ??
> t/99dbfile.t     	   2   512    ??   ??       %  ??
> t/99dbfilestore.t	   2   512    ??   ??       %  ??
> t/99file.t       	   2   512    ??   ??       %  ??
> t/99md5gen.t     	   2   512    ??   ??       %  ??
> t/99mysql.t      	   2   512    ??   ??       %  ??
> t/99oracle.t     	   2   512    ??   ??       %  ??
> t/99postgres.t   	   2   512    ??   ??       %  ??
> t/99storable.t   	   2   512    ??   ??       %  ??
> t/99uue.t        	   2   512    ??   ??       %  ??
> 3 tests skipped.
> Failed 10/18 test scripts, 44.44% okay. 0/44 subtests failed, 100.00%
> okay.
> gmake: *** [test_dynamic] Error 2
> 
> 
> Any ideas would be great, thanks..
> 
> 




From mdisney at ecdev.fedex.com  Sun Nov 18 13:58:54 2001
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Sun, 18 Nov 2001 12:58:54 -0600
Subject: [rt-users] CPAN autobundles
Message-ID: <200111181858.fAIIwsg22474@nfsb.ecdev.fedex.com>

All,

Has anyone ever considered creating a CPAN RT autobundle for each 
release, or at least for each time the perl module requirements
change? 

I haven't had much experience with doing CPAN stuff. At the places
I've worked (as a sysadmin) there hasn't been much of a need for
many different perl modules aside from those included with Perl.
As such, this autobundle thing could be a really bad idea for some
reason. But I was just reading the docs on it the other day so I
thought I would bring it up.

Thanks,
Matt



From teo.dehesselle at uts.edu.au  Sun Nov 18 16:31:54 2001
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Mon, 19 Nov 2001 08:31:54 +1100
Subject: [rt-users] Re: Installation
References: <Pine.A41.3.95.1011118123803.151838E-100000@is.dal.ca>
Message-ID: <3BF828CA.AC9C54EF@uts.edu.au>

Ashwin Kutty wrote:

> I hit this error:-
> 
> Enter the mysql password for rt_user:
> Creating database schema.
> DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
> 'rt_user at localhost' (Using password: YES) 

Drop your database, and try again - double check the makefile has the
correct password (both rt_user AND the mysql root account). I seem to
remember the 'make install' target asking for a password a second time,
though this might have been for an unset mysql root password.


-- 
T?o de Hesselle,               \  One possible reason that things
Unix Systems Administrator      \  aren't going according to plan
                                 \  is that there never was a plan
University of Technology, Sydney  \  in the first place.



From elaine at chaos.wustl.edu  Sun Nov 18 18:57:25 2001
From: elaine at chaos.wustl.edu (Elaine -HFB- Ashton)
Date: Sun, 18 Nov 2001 17:57:25 -0600
Subject: [rt-users] CPAN autobundles
In-Reply-To: <200111181858.fAIIwsg22474@nfsb.ecdev.fedex.com>; from mdisney@ecdev.fedex.com on Sun, Nov 18, 2001 at 12:58:54PM -0600
References: <200111181858.fAIIwsg22474@nfsb.ecdev.fedex.com>
Message-ID: <20011118175725.I29452@chaos.wustl.edu>

Matt Disney [mdisney at ecdev.fedex.com] quoth:
*>
*>Has anyone ever considered creating a CPAN RT autobundle for each 
*>release, or at least for each time the perl module requirements
*>change? 
*>
*>I haven't had much experience with doing CPAN stuff. At the places
*>I've worked (as a sysadmin) there hasn't been much of a need for
*>many different perl modules aside from those included with Perl.
*>As such, this autobundle thing could be a really bad idea for some
*>reason. But I was just reading the docs on it the other day so I
*>thought I would bring it up.

autobundle is slightly different than bundle in that autobundle is a
directive in the CPAN.pm command-line interface to either make a bundle of
everything on the system or a bundle of a few modules specified in the
argument, both of which make a bundle.

Bundles are very useful and there aren't many cons to using them that I
can think of and I wish authors would use them more often. I use them
frequently for installing sets of modules across machines to ensure
consistency.

http://www.cpan.org/misc/cpan-faq.html#How_make_bundle covers how to make
a bundle either by autobundle or via h2xs with a bit of manual editing.

The only problem with Jesse making a CPAN bundle is that he hasn't put RT
modules up on CPAN just yet and unless you have configured your CPAN.pm to
use CPAN::Site and have a local repository it wouldn't be of much use to
the average CPAN.pm user.

e.




From cwalker at band-x.net  Mon Nov 19 06:08:36 2001
From: cwalker at band-x.net (chris.walker)
Date: Mon, 19 Nov 2001 11:08:36 +0000
Subject: [rt-users] permissions question
Message-ID: <20011119110836.B10508@band-x.net>

Hi,

Which user right needs to be granted to allow users to reassign already assigned tickets?
I cant seem get this to work (i get the message : You can only reassign tickets that you own or that are unowned) but its a function which would usefull for a queue administrator who didnt have super user rights.

Im using RT 2.08.

thanks 


chris walker



From jdoyle at doylehouse.net  Mon Nov 19 07:35:42 2001
From: jdoyle at doylehouse.net (Jim Doyle)
Date: Mon, 19 Nov 2001 07:35:42 -0500
Subject: [rt-users] some email addresses seem to break RT2 reply messages.
Message-ID: <NEBBLOGPKDMMGOAPDMJJGEGJCKAA.jdoyle@doylehouse.net>

Hi all,
I thought this was previously covered so I searched the archives but could
not find a related thread.

I am using RT 2.0.8 with sendmail on a RH 7.1 system. When users with a
either a long email address or an address with a dash character (I haven't
figured out which is the problem) submit a message to RT a ticket is
generated and the reply is generated but sendmail replies with an error
email message. The error from sendmail shows the email address used is only
half of the address. So, instead of joeschmo at automated-consulting.org the
address was  joeschmo at automated-.

Has anyone else seen this problem? Any ideas or solutions?

Thanks,
Jim




From fred.homan at syngenta.com  Mon Nov 19 12:42:52 2001
From: fred.homan at syngenta.com (fred.homan at syngenta.com)
Date: Mon, 19 Nov 2001 18:42:52 +0100
Subject: [rt-users] Log permissions problem?
Message-ID: <BD22EF7C4DAAD4118B7400508BAF0E10AE964B@exchange1.nabri.usre>

Everyone,

Just completed install of RT and am attempting to start it up to log on.
Instead of being able to get to the interface, I get the following in my
Apache error_log:

[Wed Nov 14 13:31:42 2001] [notice] Apache/1.3.20 (Unix) mod_perl/1.26
configured -- resuming normal operations
[Wed Nov 14 13:32:23 2001] [error] Can't write to
'/var/log/rt2/rt.log.20324.0': Permission denied at
/usr/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm line 68.

The group rt does exist and does have write permissions to that directory.
The complete permissions are as follows:

drwxrwxr-x    2 root     rt           4096 Nov 14 15:42 rt2/

In fact, I have a 0 byte file for each attempt of starting RT.  All are are
identical (except for the number, of course) to the following:

-rw-r--r--    1 root     rt              0 Nov 14 15:39 rt.log.22753.0

I suspect the problem is related to the fact that the rt group only has read
permission on the file, but figured better to ask first since I have little
time to chase down blind alleys.  Your help is appreciated.


Fred Homan
UNIX Systems Administrator
Syngenta Biotechnology, Inc.
Research Triangle Park, NC



From jesse at bestpractical.com  Mon Nov 19 13:29:49 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 19 Nov 2001 13:29:49 -0500
Subject: [rt-users] CPAN autobundles
In-Reply-To: <20011118175725.I29452@chaos.wustl.edu>; from elaine@chaos.wustl.edu on Sun, Nov 18, 2001 at 05:57:25PM -0600
References: <200111181858.fAIIwsg22474@nfsb.ecdev.fedex.com> <20011118175725.I29452@chaos.wustl.edu>
Message-ID: <20011119132949.J768@pallas.fsck.com>


> Bundles are very useful and there aren't many cons to using them that I
> can think of and I wish authors would use them more often. I use them
> frequently for installing sets of modules across machines to ensure
> consistency.


So the thing about bundles that fails for RT is that sometimes, we need
to make sure that a module is _not_ newer than a certain version (such as
some of the recent difficulties with DBD::mysql beta releases.)  This is why
I put together the testdeps/fixdeps stuff.  It also allows me as a software
vendor to have users send me the output of testdeps, where it's exceedingly
clear that they haven't installed the required modules ;)

There's also the small problem that RT's requirements change from version to
version, as dependencies get yanked or added. I haven't seen a clean
way to set up bundles in cpan to deal well with this.


	jesse


> 
> http://www.cpan.org/misc/cpan-faq.html#How_make_bundle covers how to make
> a bundle either by autobundle or via h2xs with a bit of manual editing.
> 
> The only problem with Jesse making a CPAN bundle is that he hasn't put RT
> modules up on CPAN just yet and unless you have configured your CPAN.pm to
> use CPAN::Site and have a local repository it wouldn't be of much use to
> the average CPAN.pm user.
> 
> e.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Mon Nov 19 13:48:39 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 19 Nov 2001 13:48:39 -0500
Subject: [rt-users] Log permissions problem?
In-Reply-To: <BD22EF7C4DAAD4118B7400508BAF0E10AE964B@exchange1.nabri.usre>; from fred.homan@syngenta.com on Mon, Nov 19, 2001 at 06:42:52PM +0100
References: <BD22EF7C4DAAD4118B7400508BAF0E10AE964B@exchange1.nabri.usre>
Message-ID: <20011119134839.K768@pallas.fsck.com>

So I suspect that you're running into apache dropping permissions. you can
set up your apache processes to run as group rt, make the log dir writable
by apache's default group orsomething similar.

	-j


On Mon, Nov 19, 2001 at 06:42:52PM +0100, fred.homan at syngenta.com wrote:
> Everyone,
> 
> Just completed install of RT and am attempting to start it up to log on.
> Instead of being able to get to the interface, I get the following in my
> Apache error_log:
> 
> [Wed Nov 14 13:31:42 2001] [notice] Apache/1.3.20 (Unix) mod_perl/1.26
> configured -- resuming normal operations
> [Wed Nov 14 13:32:23 2001] [error] Can't write to
> '/var/log/rt2/rt.log.20324.0': Permission denied at
> /usr/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm line 68.
> 
> The group rt does exist and does have write permissions to that directory.
> The complete permissions are as follows:
> 
> drwxrwxr-x    2 root     rt           4096 Nov 14 15:42 rt2/
> 
> In fact, I have a 0 byte file for each attempt of starting RT.  All are are
> identical (except for the number, of course) to the following:
> 
> -rw-r--r--    1 root     rt              0 Nov 14 15:39 rt.log.22753.0
> 
> I suspect the problem is related to the fact that the rt group only has read
> permission on the file, but figured better to ask first since I have little
> time to chase down blind alleys.  Your help is appreciated.
> 
> 
> Fred Homan
> UNIX Systems Administrator
> Syngenta Biotechnology, Inc.
> Research Triangle Park, NC
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From pdh at moreton.com.au  Mon Nov 19 17:22:09 2001
From: pdh at moreton.com.au (Phil Homewood)
Date: Tue, 20 Nov 2001 08:22:09 +1000
Subject: [rt-users] permissions question
In-Reply-To: <20011119110836.B10508@band-x.net>
References: <20011119110836.B10508@band-x.net>
Message-ID: <20011120082209.J18493@moreton.com.au>

[message reformatted]

chris.walker wrote:
> Which user right needs to be granted to allow users to reassign already
> assigned tickets?  I cant seem get this to work (i get the message :
> You can only reassign tickets that you own or that are unowned) but its
> a function which would usefull for a queue administrator who didnt have
> super user rights.

You need to steal the ticket first, then reassign. It's a design feature. :-)



From mick at multinet.no  Tue Nov 20 03:42:08 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Tue, 20 Nov 2001 09:42:08 +0100
Subject: [rt-users] moving rt between machines.
Message-ID: <3BFA1760.8050209@multinet.no>

Hi there!

Have a rt-2.0.4 on one machine, with about 5000 tickets, want to move 
this over to another machine.
So i have prepared an rt-2.0.9 (to upgrade too).
What is the best way for moving the tickets and data over?

Was a nice job when i upgraded from rt-1 to rt-2, with the import script.
Can i use the same when i move an upgrade within version 2 ?

Best Regards
Tore




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From alesh at sportina.si  Tue Nov 20 04:04:14 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Tue, 20 Nov 2001 10:04:14 +0100
Subject: [rt-users] moving rt between machines.
References: <3BFA1760.8050209@multinet.no>
Message-ID: <3BFA1C8E.8080002@sportina.si>

Tore,

the easiest way would be to simply do a dump of RT mysql files:
mysqldump -c -t -uroot -ppassword rt2 > rt2.sqldump
mysqldump -d -uroot -ppassword rt2 > rt2.sqlschema

replace password with your mysql root password ofcourse.

You can then simply import this into mysql on your new machine.

I use the same set of commands to make nightly backup of RT via crontab.

Regards,
Alesh

Tore Micaelsen wrote:

> Hi there!
> 
> Have a rt-2.0.4 on one machine, with about 5000 tickets, want to move 
> this over to another machine.
> So i have prepared an rt-2.0.9 (to upgrade too).
> What is the best way for moving the tickets and data over?
> 
> Was a nice job when i upgraded from rt-1 to rt-2, with the import script.
> Can i use the same when i move an upgrade within version 2 ?
> 
> Best Regards
> Tore
> 
> 
> 
> 
> ----------------------------------------------------------
>   Secure your mail with MultiNet AS - www.multinet.no
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> This mail has been scanned for viruses by moya.multinet.no using 
> AmaVis-Perl-11 with the following virus engines:
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> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 





From feargal at thecia.ie  Tue Nov 20 04:38:22 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Tue, 20 Nov 2001 09:38:22 +0000
Subject: [rt-users] moving rt between machines.
In-Reply-To: <3BFA1C8E.8080002@sportina.si>
References: <3BFA1760.8050209@multinet.no>
	<3BFA1C8E.8080002@sportina.si>
Message-ID: <20011120093822.3f5d3d95.feargal@thecia.ie>

Or if you're using postgres,
$ pg_dump -a -f rt2.sqldump rt2 
This dumps the data without the schema, assuming you'll be doing a new RT install.
Drop the -a flag to dump with schema, or use -s to dump schema only.

Then on the new machine do:
$ pg_restore rt2.sqldump

-Feargal.

On Tue, 20 Nov 2001 10:04:14 +0100, Alesh Mustar <alesh at sportina.si> wrote:

> Tore,
> 
> the easiest way would be to simply do a dump of RT mysql files:
> mysqldump -c -t -uroot -ppassword rt2 > rt2.sqldump
> mysqldump -d -uroot -ppassword rt2 > rt2.sqlschema
> 
> replace password with your mysql root password ofcourse.
> 
> You can then simply import this into mysql on your new machine.
> 
> I use the same set of commands to make nightly backup of RT via crontab.
> 
> Regards,
> Alesh
> 
> Tore Micaelsen wrote:
> 
> > Hi there!
> > 
> > Have a rt-2.0.4 on one machine, with about 5000 tickets, want to move 
> > this over to another machine.
> > So i have prepared an rt-2.0.9 (to upgrade too).
> > What is the best way for moving the tickets and data over?
> > 
> > Was a nice job when i upgraded from rt-1 to rt-2, with the import script.
> > Can i use the same when i move an upgrade within version 2 ?
> > 
> > Best Regards
> > Tore
> > 
> > 
> > 
> > 
> > ----------------------------------------------------------
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> > ----------------------------------------------------------
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> > AmaVis-Perl-11 with the following virus engines:
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> > virus signaturefiles checked and updated every hour.
> > 
> > 
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


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

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




From mick at multinet.no  Tue Nov 20 05:09:08 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Tue, 20 Nov 2001 11:09:08 +0100
Subject: [rt-users] moving rt between machines.]
Message-ID: <3BFA2BC4.3000709@multinet.no>



So i dont mess up completly, how is the import command?

because this is what i tried to import to the new base

[root at cache /root]# mysql -uroot -ppassword rt2 < rt2.sqldump
ERROR 1062 at line 11: Duplicate entry '1' for key 1
[root at cache /root]# mysql -uroot -ppassword rt2 < rt2.sqlschema
ERROR 1050 at line 11: Table 'ACL' already exists
[root at cache /root]#



Best Regards
Tore


Alesh Mustar wrote:

> Tore,
>
> the easiest way would be to simply do a dump of RT mysql files:
> mysqldump -c -t -uroot -ppassword rt2 > rt2.sqldump
> mysqldump -d -uroot -ppassword rt2 > rt2.sqlschema
>
> replace password with your mysql root password ofcourse.
>
> You can then simply import this into mysql on your new machine.
>
> I use the same set of commands to make nightly backup of RT via crontab.
>
> Regards,
> Alesh
>
> Tore Micaelsen wrote:
>
>> Hi there!
>>
>> Have a rt-2.0.4 on one machine, with about 5000 tickets, want to move 
>> this over to another machine.
>> So i have prepared an rt-2.0.9 (to upgrade too).
>> What is the best way for moving the tickets and data over?
>>
>> Was a nice job when i upgraded from rt-1 to rt-2, with the import 
>> script.
>> Can i use the same when i move an upgrade within version 2 ?
>>
>> Best Regards
>> Tore
>>
>>
>>
>>
>> ----------------------------------------------------------
>>   Secure your mail with MultiNet AS - www.multinet.no
>> ----------------------------------------------------------
>> This mail has been scanned for viruses by moya.multinet.no using 
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>>
>>
>>
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>>
>
>
>
> _______________________________________________
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> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
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From mick at multinet.no  Tue Nov 20 06:53:02 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Tue, 20 Nov 2001 12:53:02 +0100
Subject: [rt-users] moving rt between machines.]
References: <3BFA2BC4.3000709@multinet.no> <3BFA2F5E.5080207@sportina.si>
Message-ID: <3BFA441E.7000809@multinet.no>

Am trying, but looks like i cant figue out the syntax...
trying

[root at cache /root]#mysqlimport -uroot -ppassword rt2 rt2.sqldump
mysqlimport: Error: Table 'rt2.rt2' doesn't exist, when using table: rt2
[root at cache /root]#


should i drop the base first? because the fresh install i did created an 
rt2 base..?

Best Regards
Tore



Alesh Mustar wrote:

> Use mysqlimport.
>
> A.
>
> Tore Micaelsen wrote:
>
>>
>>
>>
>> So i dont mess up completly, how is the import command?
>>
>> because this is what i tried to import to the new base
>>
>> [root at cache /root]# mysql -uroot -ppassword rt2 < rt2.sqldump
>> ERROR 1062 at line 11: Duplicate entry '1' for key 1
>> [root at cache /root]# mysql -uroot -ppassword rt2 < rt2.sqlschema
>> ERROR 1050 at line 11: Table 'ACL' already exists
>> [root at cache /root]#
>>
>>
>>
>> Best Regards
>> Tore
>>
>>
>> Alesh Mustar wrote:
>>
>>> Tore,
>>>
>>> the easiest way would be to simply do a dump of RT mysql files:
>>> mysqldump -c -t -uroot -ppassword rt2 > rt2.sqldump
>>> mysqldump -d -uroot -ppassword rt2 > rt2.sqlschema
>>>
>>> replace password with your mysql root password ofcourse.
>>>
>>> You can then simply import this into mysql on your new machine.
>>>
>>> I use the same set of commands to make nightly backup of RT via 
>>> crontab.
>>>
>>> Regards,
>>> Alesh
>>>
>>> Tore Micaelsen wrote:
>>>
>>>> Hi there!
>>>>
>>>> Have a rt-2.0.4 on one machine, with about 5000 tickets, want to 
>>>> move this over to another machine.
>>>> So i have prepared an rt-2.0.9 (to upgrade too).
>>>> What is the best way for moving the tickets and data over?
>>>>
>>>> Was a nice job when i upgraded from rt-1 to rt-2, with the import 
>>>> script.
>>>> Can i use the same when i move an upgrade within version 2 ?
>>>>
>>>> Best Regards
>>>> Tore
>>>>
>>>>
>>>>
>>>>
>>>> ----------------------------------------------------------
>>>>   Secure your mail with MultiNet AS - www.multinet.no
>>>> ----------------------------------------------------------
>>>> This mail has been scanned for viruses by moya.multinet.no using 
>>>> AmaVis-Perl-11 with the following virus engines:
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>>>> virus signaturefiles checked and updated every hour.
>>>>
>>>>
>>>>
>>>>
>>>> _______________________________________________
>>>> rt-users mailing list
>>>> rt-users at lists.fsck.com
>>>> http://lists.fsck.com/mailman/listinfo/rt-users
>>>>
>>>
>>>
>>>
>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at lists.fsck.com
>>> http://lists.fsck.com/mailman/listinfo/rt-users
>>>
>>>
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>>>
>>>
>>>
>>>
>>
>>
>>
>>
>>
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>>
>>
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>
>
>
>
>
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From mick at multinet.no  Tue Nov 20 07:49:46 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Tue, 20 Nov 2001 13:49:46 +0100
Subject: [rt-users] moving rt between machines.]
References: <3BFA2BC4.3000709@multinet.no> <3BFA2F5E.5080207@sportina.si>
Message-ID: <3BFA516A.8090007@multinet.no>

Do i make a major mistake if i on the original machine run
mysqldump -uroot -ppassword --opt rt2 > rt2.dump

and on the new machine run :
mysql -uroot -ppassword rt2 < rt2.dump


Best Regards
Tore


Alesh Mustar wrote:

> Use mysqlimport.
>
> A.
>
> Tore Micaelsen wrote:
>
>>
>>
>>
>> So i dont mess up completly, how is the import command?
>>
>> because this is what i tried to import to the new base
>>
>> [root at cache /root]# mysql -uroot -ppassword rt2 < rt2.sqldump
>> ERROR 1062 at line 11: Duplicate entry '1' for key 1
>> [root at cache /root]# mysql -uroot -ppassword rt2 < rt2.sqlschema
>> ERROR 1050 at line 11: Table 'ACL' already exists
>> [root at cache /root]#
>>
>>
>>
>> Best Regards
>> Tore
>>
>>
>> Alesh Mustar wrote:
>>
>>> Tore,
>>>
>>> the easiest way would be to simply do a dump of RT mysql files:
>>> mysqldump -c -t -uroot -ppassword rt2 > rt2.sqldump
>>> mysqldump -d -uroot -ppassword rt2 > rt2.sqlschema
>>>
>>> replace password with your mysql root password ofcourse.
>>>
>>> You can then simply import this into mysql on your new machine.
>>>
>>> I use the same set of commands to make nightly backup of RT via 
>>> crontab.
>>>
>>> Regards,
>>> Alesh
>>>
>>> Tore Micaelsen wrote:
>>>
>>>> Hi there!
>>>>
>>>> Have a rt-2.0.4 on one machine, with about 5000 tickets, want to 
>>>> move this over to another machine.
>>>> So i have prepared an rt-2.0.9 (to upgrade too).
>>>> What is the best way for moving the tickets and data over?
>>>>
>>>> Was a nice job when i upgraded from rt-1 to rt-2, with the import 
>>>> script.
>>>> Can i use the same when i move an upgrade within version 2 ?
>>>>
>>>> Best Regards
>>>> Tore
>>>>
>>>>
>>>>
>>>>
>>>> ----------------------------------------------------------
>>>>   Secure your mail with MultiNet AS - www.multinet.no
>>>> ----------------------------------------------------------
>>>> This mail has been scanned for viruses by moya.multinet.no using 
>>>> AmaVis-Perl-11 with the following virus engines:
>>>> Kaspersky Labs, F-Secure, Sophos and Innoculate with
>>>> virus signaturefiles checked and updated every hour.
>>>>
>>>>
>>>>
>>>>
>>>> _______________________________________________
>>>> rt-users mailing list
>>>> rt-users at lists.fsck.com
>>>> http://lists.fsck.com/mailman/listinfo/rt-users
>>>>
>>>
>>>
>>>
>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at lists.fsck.com
>>> http://lists.fsck.com/mailman/listinfo/rt-users
>>>
>>>
>>> ----------------------------------------------------------
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>>>
>>>
>>>
>>>
>>
>>
>>
>>
>>
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>>
>>
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>> _______________________________________________
>> rt-users mailing list
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>> http://lists.fsck.com/mailman/listinfo/rt-users
>>
>
>
>
>
>
>
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From john at frumious.unidec.co.uk  Tue Nov 20 08:04:13 2001
From: john at frumious.unidec.co.uk (dr john halewood)
Date: Tue, 20 Nov 2001 13:04:13 +0000
Subject: [rt-users] moving rt between machines.]
In-Reply-To: <3BFA441E.7000809@multinet.no>
References: <3BFA2BC4.3000709@multinet.no> <3BFA2F5E.5080207@sportina.si> <3BFA441E.7000809@multinet.no>
Message-ID: <200111201304.fAKD4EI06807@frumious.unidec.co.uk>

On Tuesday 20 November 2001 11:53, Tore Micaelsen wrote:
> Am trying, but looks like i cant figue out the syntax...
> trying
>
> [root at cache /root]#mysqlimport -uroot -ppassword rt2 rt2.sqldump
> mysqlimport: Error: Table 'rt2.rt2' doesn't exist, when using table: rt2

try 
mysql -uroot -ppassword rt2 < rt2.sqldump
Providing your base install is there it should work fine. I've had to do this 
to restore from backup on a number of occasions when users have mangled 
tickets out of all recognition....

cheers
john



From mick at multinet.no  Tue Nov 20 08:12:10 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Tue, 20 Nov 2001 14:12:10 +0100
Subject: [rt-users] moving rt between machines.]
References: <3BFA2BC4.3000709@multinet.no> <3BFA2F5E.5080207@sportina.si> <3BFA441E.7000809@multinet.no> <200111201304.fAKD4EI06807@frumious.unidec.co.uk>
Message-ID: <3BFA56AA.1030200@multinet.no>

That one did the trick dr john,
but i came up with another problem.

[root at cache /root]# mysql -uroot -ppassword rt2 < rt2.out
ERROR 2006 at line 79: MySQL server has gone away
[root at cache /root]#


so i started the mysqld with some extra parameters...

--set-variable max_allowed_packet=4194304

Believe there was something that was too big in there... the rt2.out 
file was 120 MB

But now its up and running!

Thanks to you all!
Specially Alesh Mustar for his patience! ;-)

Tore



dr john halewood wrote:

>On Tuesday 20 November 2001 11:53, Tore Micaelsen wrote:
>
>>Am trying, but looks like i cant figue out the syntax...
>>trying
>>
>>[root at cache /root]#mysqlimport -uroot -ppassword rt2 rt2.sqldump
>>mysqlimport: Error: Table 'rt2.rt2' doesn't exist, when using table: rt2
>>
>
>try 
>mysql -uroot -ppassword rt2 < rt2.sqldump
>Providing your base install is there it should work fine. I've had to do this 
>to restore from backup on a number of occasions when users have mangled 
>tickets out of all recognition....
>
>cheers
>john
>
>
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>
>
>
>




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From aleixo at zenisys.com.br  Tue Nov 20 08:45:57 2001
From: aleixo at zenisys.com.br (Aleixo)
Date: Tue, 20 Nov 2001 11:45:57 -0200
Subject: [rt-users] Fw: Script Schema RT
Message-ID: <003501c171c9$bcf73f90$3800a8c0@notebook1>

Hi, i need any answer !!!
Jesse, please !!!

Jos? Carlos Aleixo
ZeniSys Tecnologia da Informa??o
aleixo at zenisys.com.br
Fone  : 55-11-4437-2680
M?vel : 55-11-9651-1934

----- Original Message ----- 
From: Aleixo 
To: rt-users at lists.fsck.com 
Sent: Monday, November 12, 2001 8:55 PM
Subject: Script Schema RT


Hi, RT users !!!
I'm evaluate RT for six months, i have a Oracle 8.1.6 and a nead script for create schema RT.
I would like evaluate if schema is compliance in my database.
By the way, any users help me with Oracle doc's ?
tanks a lot !!!

Jos? Carlos Aleixo
ZeniSys Tecnologia da Informa??o
aleixo at zenisys.com.br
Fone  : 55-11-4437-2680
M?vel : 55-11-9651-1934




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From david.ryan at baker.ie  Tue Nov 20 09:33:41 2001
From: david.ryan at baker.ie (David Ryan)
Date: Tue, 20 Nov 2001 14:33:41 +0000
Subject: [rt-users] where've all my dead tickets gone ?
Message-ID: <3BFA69C5.363CA220@baker.ie>

I could have sworn that I was able to do a search along the lines of
'queue=general status=dead' last week which returned the dead tickets,
but now when I run it I get no results.  I know I have killed some
tickets this week.

Am I imagining things, or should I be able to query dead tickets ?

Running RT 2.0.8 and mysql

David



From jdoyle at traxit.com  Tue Nov 20 10:05:56 2001
From: jdoyle at traxit.com (Jim Doyle)
Date: Tue, 20 Nov 2001 10:05:56 -0500
Subject: [rt-users] rt chokes on some messages.
Message-ID: <NEBBLOGPKDMMGOAPDMJJKEHGCKAA.jdoyle@traxit.com>

My rt logs show "can't build entity: no body, and not multipart" at least
once per day. Usually I do not see an impact on my tickets, but once there
were several records in a ticket that were empty.

Any ideas on what I should be looking at to troubleshoot this?

Thanks,
jim




From jesse at bestpractical.com  Tue Nov 20 11:11:26 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 20 Nov 2001 11:11:26 -0500
Subject: [rt-users] Re: Fw: Script Schema RT
In-Reply-To: <003501c171c9$bcf73f90$3800a8c0@notebook1>; from aleixo@zenisys.com.br on Tue, Nov 20, 2001 at 11:45:57AM -0200
References: <003501c171c9$bcf73f90$3800a8c0@notebook1>
Message-ID: <20011120111126.Q768@pallas.fsck.com>

RT has a schema.Oracle in its /etc directory.  You should be warned
that RT needs work before it will run properly on oracle.  I _strongly_
recommend that you not run RT on oracle in production without doing some 
serious work on DBIx::SearchBuilder's query generation. (Or having
me do that work ;)

	Jesse


On Tue, Nov 20, 2001 at 11:45:57AM -0200, Aleixo wrote:
> Hi, i need any answer !!!
> Jesse, please !!!
> 
> Jos? Carlos Aleixo
> ZeniSys Tecnologia da Informa??o
> aleixo at zenisys.com.br
> Fone  : 55-11-4437-2680
> M?vel : 55-11-9651-1934
> 
> ----- Original Message ----- 
> From: Aleixo 
> To: rt-users at lists.fsck.com 
> Sent: Monday, November 12, 2001 8:55 PM
> Subject: Script Schema RT
> 
> 
> Hi, RT users !!!
> I'm evaluate RT for six months, i have a Oracle 8.1.6 and a nead script for create schema RT.
> I would like evaluate if schema is compliance in my database.
> By the way, any users help me with Oracle doc's ?
> tanks a lot !!!
> 
> Jos? Carlos Aleixo
> ZeniSys Tecnologia da Informa??o
> aleixo at zenisys.com.br
> Fone  : 55-11-4437-2680
> M?vel : 55-11-9651-1934
> 
> 
> 
> 
> ---
> Sa?da de E-Mail Certificada ! Livre de V?rus.
> 
> Checked by AVG anti-virus system (http://www.grisoft.com).
> Version: 6.0.298 / Virus Database: 161 - Release Date: 13/11/2001

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



From jesse at bestpractical.com  Tue Nov 20 11:13:37 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 20 Nov 2001 11:13:37 -0500
Subject: [rt-users] rt chokes on some messages.
In-Reply-To: <NEBBLOGPKDMMGOAPDMJJKEHGCKAA.jdoyle@traxit.com>; from jdoyle@traxit.com on Tue, Nov 20, 2001 at 10:05:56AM -0500
References: <NEBBLOGPKDMMGOAPDMJJKEHGCKAA.jdoyle@traxit.com>
Message-ID: <20011120111337.R768@pallas.fsck.com>

It might be good to have all the incoming mail to your rt aliases also
sent to an mbox, so that you can peruse the message in raw form and look
for what you think might be breaking RT.  Once you have that, we can
work on bullet-proofing RT.

	-j

On Tue, Nov 20, 2001 at 10:05:56AM -0500, Jim Doyle wrote:
> My rt logs show "can't build entity: no body, and not multipart" at least
> once per day. Usually I do not see an impact on my tickets, but once there
> were several records in a ticket that were empty.
> 
> Any ideas on what I should be looking at to troubleshoot this?
> 
> Thanks,
> jim
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From henning at schlund.de  Tue Nov 20 11:52:13 2001
From: henning at schlund.de (Henning Wackernagel)
Date: Tue, 20 Nov 2001 17:52:13 +0100
Subject: [rt-users] After Update Relationships are lost!
Message-ID: <3BFA8A3D.6070327A@schlund.de>

After Update from 2.0.8 to 2.0.9 the Relationships were lost. 

The History shows there are Relationships set but the Relationsips
section shows nothing.

Where are this information safed? I found nothing in the mysql db?

We had a simular problem with the upgrade from 2.0.7 to 2.0.8 but we had
only one Ticket with Relations.

Thanks in advance.
-- 
Henning Wackernagel
Netzwerkadministration
Schlund + Partner AG
Erbprinzenstr. 4 - 12   Mail: wackernagel at schlund.de
76133 Karlsruhe         Tel:  0721 / 91374-0



From pierre at global-village.net  Tue Nov 20 17:08:05 2001
From: pierre at global-village.net (Pierre Carette)
Date: Tue, 20 Nov 2001 14:08:05 -0800
Subject: [rt-users] Apache error with Mod_perl
Message-ID: <016401c1720f$d5840700$370a0a0a@globalvillage.net>

This is my first install with RT so I probably missed something, but when I
start Apache with the configuration described on the web site I get the
followinf error:

Can't locate object method "TIEHASH" via package "Apache::Table"at
.../Mason/ApacheHandler.pm line 365

compilation failed webmux.pl line 20

Any idea what's wrong?

Thanks,

Pierre




From jesse at bestpractical.com  Wed Nov 21 00:54:51 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 21 Nov 2001 00:54:51 -0500
Subject: [rt-users] Apache error with Mod_perl
In-Reply-To: <016401c1720f$d5840700$370a0a0a@globalvillage.net>; from pierre@global-village.net on Tue, Nov 20, 2001 at 02:08:05PM -0800
References: <016401c1720f$d5840700$370a0a0a@globalvillage.net>
Message-ID: <20011121005451.V768@pallas.fsck.com>

This should be in the faq. you need to reinstall mod_perl with EVERYTHING=1


On Tue, Nov 20, 2001 at 02:08:05PM -0800, Pierre Carette wrote:
> This is my first install with RT so I probably missed something, but when I
> start Apache with the configuration described on the web site I get the
> followinf error:
> 
> Can't locate object method "TIEHASH" via package "Apache::Table"at
> .../Mason/ApacheHandler.pm line 365
> 
> compilation failed webmux.pl line 20
> 
> Any idea what's wrong?
> 
> Thanks,
> 
> Pierre
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From andreas.kruthoff at softwired-inc.com  Wed Nov 21 03:42:33 2001
From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff)
Date: Wed, 21 Nov 2001 09:42:33 +0100
Subject: [rt-users] After Update Relationships are lost!
In-Reply-To: <3BFA8A3D.6070327A@schlund.de>
References: <3BFA8A3D.6070327A@schlund.de>
Message-ID: <200111210842.fAL8gXP21933@pegasus.dmz.softwired.ch>

On Tuesday 20 November 2001 17:52, Henning Wackernagel wrote:
> After Update from 2.0.8 to 2.0.9 the Relationships were lost.
>
> The History shows there are Relationships set but the Relationsips
> section shows nothing.
>

same problem at my installation. :-(
-andreas



From andreas.kruthoff at softwired-inc.com  Wed Nov 21 03:56:20 2001
From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff)
Date: Wed, 21 Nov 2001 09:56:20 +0100
Subject: solved! Re: [rt-users] After Update Relationships are lost!
In-Reply-To: <200111210842.fAL8gXP21933@pegasus.dmz.softwired.ch>
References: <3BFA8A3D.6070327A@schlund.de> <200111210842.fAL8gXP21933@pegasus.dmz.softwired.ch>
Message-ID: <200111210856.fAL8uKP22147@pegasus.dmz.softwired.ch>

On Wednesday 21 November 2001 09:42, Andreas Kruthoff wrote:
> On Tuesday 20 November 2001 17:52, Henning Wackernagel wrote:
> > After Update from 2.0.8 to 2.0.9 the Relationships were lost.
> >
> > The History shows there are Relationships set but the Relationsips
> > section shows nothing.
>
> same problem at my installation. :-(
> -andreas
>

Please do not ever change the "$rtname" variable in etc/config.pm of rt, if 
you have already tickets in the database! This is written in the config 
file itself ;-)

-andreas



From henning at schlund.de  Wed Nov 21 04:14:17 2001
From: henning at schlund.de (Henning Wackernagel)
Date: Wed, 21 Nov 2001 10:14:17 +0100
Subject: solved! Re: [rt-users] After Update Relationships are lost!
References: <3BFA8A3D.6070327A@schlund.de> <200111210842.fAL8gXP21933@pegasus.dmz.softwired.ch> <200111210856.fAL8uKP22147@pegasus.dmz.softwired.ch>
Message-ID: <3BFB7069.806687AF@schlund.de>

hiho,

> Please do not ever change the "$rtname" variable in etc/config.pm of rt, if
> you have already tickets in the database! This is written in the config
> file itself ;-)
> 
> -andreas
> 
Arg! This is so .....

Why can not take the updatescript the settings? 


Thanks,
-- 
Henning Wackernagel
Netzwerkadministration
Schlund + Partner AG
Erbprinzenstr. 4 - 12   Mail: wackernagel at schlund.de
76133 Karlsruhe         Tel:  0721 / 91374-0



From andreas.kruthoff at softwired-inc.com  Wed Nov 21 04:33:51 2001
From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff)
Date: Wed, 21 Nov 2001 10:33:51 +0100
Subject: solved! Re: [rt-users] After Update Relationships are lost!
In-Reply-To: <3BFB7069.806687AF@schlund.de>
References: <3BFA8A3D.6070327A@schlund.de> <200111210856.fAL8uKP22147@pegasus.dmz.softwired.ch> <3BFB7069.806687AF@schlund.de>
Message-ID: <200111210933.fAL9XpP22508@pegasus.dmz.softwired.ch>

On Wednesday 21 November 2001 10:14, Henning Wackernagel wrote:
> hiho,
>
> > Please do not ever change the "$rtname" variable in etc/config.pm of rt,
> > if you have already tickets in the database! This is written in the
> > config file itself ;-)
> >
> > -andreas
>
> Arg! This is so .....
>
> Why can not take the updatescript the settings?
>
>
> Thanks,

Perhaps, you can update the "Base" and "Target" Attributes columns from the 
"Links" table. I'm not sure if anything else can make trouble if you change 
the $rtname?

-andreas



From bruce_campbell at ripe.net  Wed Nov 21 05:16:38 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 21 Nov 2001 11:16:38 +0100 (CET)
Subject: solved! Re: [rt-users] After Update Relationships are lost!
In-Reply-To: <200111210856.fAL8uKP22147@pegasus.dmz.softwired.ch>
Message-ID: <Pine.LNX.4.31.0111211051080.30058-100000@x22.ripe.net>

On Wed, 21 Nov 2001, Andreas Kruthoff wrote:

> Please do not ever change the "$rtname" variable in etc/config.pm of rt, if
> you have already tickets in the database! This is written in the config
> file itself ;-)

Ok, how about this concept;

	One Organisation.
	Multiple Ticket queues
	*Seperate* Numbering systems for each queue.

Is it possible to use one SQL database, and multiple $rtname variables to
seperate out the queues ?

I think what I'm really wanting is to have one user database for queue
(etc) ACLs, but otherwise seperate instances of RT2 (but also the ability
to toss a ticket between queues).

Regards,

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From henning at schlund.de  Wed Nov 21 06:20:07 2001
From: henning at schlund.de (Henning Wackernagel)
Date: Wed, 21 Nov 2001 12:20:07 +0100
Subject: solved! Re: [rt-users] After Update Relationships are lost!
References: <3BFA8A3D.6070327A@schlund.de> <200111210842.fAL8gXP21933@pegasus.dmz.softwired.ch> <200111210856.fAL8uKP22147@pegasus.dmz.softwired.ch> <3BFB7069.806687AF@schlund.de>
Message-ID: <3BFB8DE7.33C305AE@schlund.de>

Ok, I have changed the DB enteries by Hand and now everythink is ok.
Next time by an Update I will check "config.pm". Can someone take this
in the Dokumentation?

Thanks to all for the help.
-- 
Henning Wackernagel
Netzwerkadministration
Schlund + Partner AG
Erbprinzenstr. 4 - 12   Mail: wackernagel at schlund.de
76133 Karlsruhe         Tel:  0721 / 91374-0



From tami at xtratyme.com  Wed Nov 21 06:17:17 2001
From: tami at xtratyme.com (Tami Norton)
Date: Wed, 21 Nov 2001 05:17:17 -0600
Subject: [rt-users] scrips stop working
Message-ID: <005601c1727e$17d40060$a344a43f@xtratyme.com>

When I set up a new queue I usually set it up with autoreply on open, send
to requesters on comment, status, and when resolved. It works perfectly at
first, but after a short time only the autoreply on open works, everything
else stops. If I delete the scrips and re-esatablish them it will work again
for a short time.

--tami




From bruce_campbell at ripe.net  Wed Nov 21 06:58:36 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 21 Nov 2001 12:58:36 +0100 (CET)
Subject: solved! Re: [rt-users] After Update Relationships are lost!
In-Reply-To: <Pine.LNX.4.31.0111211051080.30058-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.31.0111211201500.30058-100000@x22.ripe.net>

On Wed, 21 Nov 2001, Bruce Campbell wrote:

> On Wed, 21 Nov 2001, Andreas Kruthoff wrote:
>
> > Please do not ever change the "$rtname" variable in etc/config.pm of rt, if
> > you have already tickets in the database! This is written in the config
> > file itself ;-)
>
> Ok, how about this concept;
>
> 	One Organisation.
> 	Multiple Ticket queues
> 	*Seperate* Numbering systems for each queue.
>
> Is it possible to use one SQL database, and multiple $rtname variables to
> seperate out the queues ?

Hrm, this isn't what I want.  $rtname appears to be used for:

	Pretty naming of Web Pages  (RT/$rtname)
	Ticket Acknowledgements
	Mail loop detection	(X-RT-Loop-Prevention: $rtname)
	Self-check on incoming tickets (subject line match)
	Identifier on outgoing tickets
	Other misc things which don't seem to be important ;)

$rtname isn't actually stored in the SQL database, leading to the
conclusion of one RT2 instance, one number sequence irrespective of number
of queues.  Poot.

As an aside, I'd suggest another feeping creaturism, being to support
migration from previous ticketing systems which had a different identifier
($rtname) in the subject line, but *where the same numbering system has
been preserved in conversion from previous ticketing system to RT2*, ie:

	etc/config.pm:
--
		# Incoming subject line match to assist with migration
		rtname_regex = "^\s*\[(old-org-name|new-org-name)\s+\#(\d+)\]\s*";

		# Field within pattern match which has the ticket $Id
		# See perlre man page - 1-9 is the limit
		rtname_regex_Id = 2;
--

	lib/RT/Interface/Email.pm - ParseTicketId():
--
	    my $retval = undef;
	    if ($Subject =~ s/\[$RT::rtname \#(\d+)\]//i) {
	        $Id = $1;
	        $RT::Logger->debug("Found a ticket ID. It's $Id");
		$retval = $Id;
	    }
	    elsif ( defined( $RT::rtname_regex ) && defined( $RT::rtname_regex_Id ) ) {
	        if ( $RT::rtname_regex_Id =~ m/^\d+$/ && $Subject =~ m/$RT::rtname_regex/i ) {
			my (@tsplit) = ("", $1, $2, $3, $4, $5, $6, $7, $8, $9);
			if( defined( $tsplit[$RT::rtname_regex_Id] ) ) {
				# Paranoia checks just in case the local
				# administrator didn't quite specify a
				# number pattern match.  Avoid possible
				# problems later when SQL gets involved.
				my $tval = $tsplit[$RT::rtname_regex_Id];
			        $RT::Logger->debug("Found a possible ticket ID.  It's $tval");
				$retval = $tval if( $tval =~ /^\d+$/ );
			}
		}
	    }

	    return( $retval );
--

Ie, if you previously generated tickets like [some_name #1234] and now are
[some_other_name #4321], but do want to preserve continuity to your users
without dropping tickets.


-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From tami at xtratyme.com  Wed Nov 21 07:50:36 2001
From: tami at xtratyme.com (Tami Norton)
Date: Wed, 21 Nov 2001 06:50:36 -0600
Subject: [rt-users] scrips stop working
References: <005601c1727e$17d40060$a344a43f@xtratyme.com>
Message-ID: <006a01c1728b$1e0be080$a344a43f@xtratyme.com>

As of this morning only the autoreply feature works. I have tried to
re-establish the scrips, but to no avail.


----- Original Message -----
From: "Tami Norton" <tami at xtratyme.com>
To: <rt-users at lists.fsck.com>
Sent: Wednesday, November 21, 2001 5:17 AM
Subject: [rt-users] scrips stop working


> When I set up a new queue I usually set it up with autoreply on open, send
> to requesters on comment, status, and when resolved. It works perfectly at
> first, but after a short time only the autoreply on open works, everything
> else stops. If I delete the scrips and re-esatablish them it will work
again
> for a short time.
>
> --tami
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From Jason.Maderios at togethersoft.com  Wed Nov 21 09:08:12 2001
From: Jason.Maderios at togethersoft.com (Jason Maderios)
Date: Wed, 21 Nov 2001 09:08:12 -0500
Subject: [rt-users] Mail Loop  1000+ Bad Tickets
Message-ID: <086F46ADD7033845AF43C709A4F2CB6D276D90@ushqmailw01.togethersoft.net>

All,




My RT (1..0.6) got into a debate with a PVCS ticket system.  Apparently
they were arguing over who could get the last "Thank You- We recv'd your
response and it is being handled" in.  Now I have 1000+ open tickets
clogging my queue.  Anyone know the SQL statement to mysql in witch to
kill all tickets where requestor = "bad.boy at pvcs.machine" in a manner
where I do not break anything in RT?



TIA,

Jason Maderios
Lead Linux Administrator
TogetherSoft Corp.



From bruce_campbell at ripe.net  Wed Nov 21 11:11:45 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 21 Nov 2001 17:11:45 +0100 (CET)
Subject: [rt-users] Mail Loop  1000+ Bad Tickets
In-Reply-To: <086F46ADD7033845AF43C709A4F2CB6D276D90@ushqmailw01.togethersoft.net>
Message-ID: <Pine.LNX.4.31.0111211704390.31457-100000@x22.ripe.net>

On Wed, 21 Nov 2001, Jason Maderios wrote:

> My RT (1..0.6) got into a debate with a PVCS ticket system.  Apparently
> they were arguing over who could get the last "Thank You- We recv'd your
> response and it is being handled" in.  Now I have 1000+ open tickets
> clogging my queue.  Anyone know the SQL statement to mysql in witch to
> kill all tickets where requestor = "bad.boy at pvcs.machine" in a manner
> where I do not break anything in RT?

Something like this will do.  You could also add commands within the loop
to remove those RT1 transaction files which are clogging up your disk.

$ for rt in `rtq queuename -open -user bad.boy at pvcs.machine | \
  perl -e 'while(<>){chomp;print "$1\n" if(m/^\s*(\d+)\s+/);}'` ; do \
	echo "yes" | rt -kill $rt ; \
 done

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From Fred.Percynski at divine.com  Wed Nov 21 11:36:11 2001
From: Fred.Percynski at divine.com (Percynski, Fred)
Date: Wed, 21 Nov 2001 10:36:11 -0600
Subject: [rt-users] import req to rt2 tool?
Message-ID: <1456676BC1FA194DAE8625B9BE42197A05AC59@LIILMTFSSTE04.mailtask.com>

Before I go reinvent the wheel, are there any tools for importing req
tickets into RT2?

If not I'll start with Daniel Rinehart's YaR2R package for importing
into RT1 and modify it from there.  That way I'll only have to invent
part of the wheel :)

-Thanks for any info you might have on importing tools
Fred



From jrstear at sandia.gov  Wed Nov 21 12:10:41 2001
From: jrstear at sandia.gov (Jon Stearley)
Date: Wed, 21 Nov 2001 10:10:41 -0700
Subject: [rt-users] import req to rt2 tool?
In-Reply-To: <1456676BC1FA194DAE8625B9BE42197A05AC59@LIILMTFSSTE04.mailtask.com>
References: <1456676BC1FA194DAE8625B9BE42197A05AC59@LIILMTFSSTE04.mailtask.com>
Message-ID: <20011121101041.B2182@sandia.gov>

On Wed, Nov 21, 2001 at 10:36:11AM -0600, Percynski, Fred wrote:
> Before I go reinvent the wheel, are there any tools for importing req
> tickets into RT2?
> 
> If not I'll start with Daniel Rinehart's YaR2R package for importing
> into RT1 and modify it from there.  That way I'll only have to invent
> part of the wheel :)

i think that is what i used back when i converted.  when i did it, it
did not carry over the requestor or ticket creation and resolution
dates (ie- sets all requestors to whatever you are when you import,
and dates to current date).  i hacked like four lines to carry these
over and mailed it to the list, you can check the archives if
interested.  fyi and good luck!

-- 
+--------------------------------------------------------------+
| Jon Stearley			(505) 845-7571  (FAX 844-2067) |
| Compaq Federal LLC		High Performance Solutions     |
| Sandia National Laboratories	Scalable Systems Integration   |
+--------------------------------------------------------------+




From jesse at bestpractical.com  Wed Nov 21 12:25:48 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 21 Nov 2001 12:25:48 -0500
Subject: solved! Re: [rt-users] After Update Relationships are lost!
In-Reply-To: <Pine.LNX.4.31.0111211051080.30058-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Wed, Nov 21, 2001 at 11:16:38AM +0100
References: <200111210856.fAL8uKP22147@pegasus.dmz.softwired.ch> <Pine.LNX.4.31.0111211051080.30058-100000@x22.ripe.net>
Message-ID: <20011121122548.Y768@pallas.fsck.com>



On Wed, Nov 21, 2001 at 11:16:38AM +0100, Bruce Campbell wrote:
> On Wed, 21 Nov 2001, Andreas Kruthoff wrote:
> Ok, how about this concept;
> 	*Seperate* Numbering systems for each queue.

	Because of the underlying way that database sequences are used
this is unlikely to be doable without a fairly major rewrite.  If you
just think of the ticket ids as a opaque identifiers, you'll be happier ;)

> Is it possible to use one SQL database, and multiple $rtname variables to
> seperate out the queues ?

I recall seeing a patch for this at some point.

> I think what I'm really wanting is to have one user database for queue
> (etc) ACLs, but otherwise seperate instances of RT2 (but also the ability
> to toss a ticket between queues).

Why? What are you losing by having one RT instance? 

> Regards,
> 
> -- 
>                              Bruce Campbell                            RIPE
>                                                                         NCC
>                                                                  Operations
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From bruce_campbell at ripe.net  Wed Nov 21 12:30:41 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 21 Nov 2001 18:30:41 +0100 (CET)
Subject: [rt-users] import req to rt2 tool?
In-Reply-To: <20011121101041.B2182@sandia.gov>
Message-ID: <Pine.LNX.4.31.0111211829590.31457-100000@x22.ripe.net>

On Wed, 21 Nov 2001, Jon Stearley wrote:

> On Wed, Nov 21, 2001 at 10:36:11AM -0600, Percynski, Fred wrote:
> > Before I go reinvent the wheel, are there any tools for importing req
> > tickets into RT2?
> >
> > If not I'll start with Daniel Rinehart's YaR2R package for importing
> > into RT1 and modify it from there.  That way I'll only have to invent
> > part of the wheel :)
>
> i think that is what i used back when i converted.  when i did it, it
> did not carry over the requestor or ticket creation and resolution
> dates (ie- sets all requestors to whatever you are when you import,
> and dates to current date).  i hacked like four lines to carry these
> over and mailed it to the list, you can check the archives if
> interested.  fyi and good luck!

Ah, I hadn't seen this patch.

(yup, req to RT2 conversion as well)

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From darrellb at hhcl.com  Wed Nov 21 12:51:55 2001
From: darrellb at hhcl.com (darrellb at hhcl.com)
Date: Wed, 21 Nov 2001 17:51:55 +0000
Subject: [rt-users] backing rt up
Message-ID: <200111211848.fALImLwR000996@imap.amdgroup.plc.uk>

what's the 'official' script for dumping the tables before backup?

thx



From bruce_campbell at ripe.net  Wed Nov 21 12:53:58 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 21 Nov 2001 18:53:58 +0100 (CET)
Subject: [rt-users] ticket number sequences
In-Reply-To: <20011121122548.Y768@pallas.fsck.com>
Message-ID: <Pine.LNX.4.31.0111211826160.31457-100000@x22.ripe.net>

On Wed, 21 Nov 2001, Jesse Vincent wrote:

[snip cautions and also patch mention]

> > I think what I'm really wanting is to have one user database for queue
> > (etc) ACLs, but otherwise seperate instances of RT2 (but also the ability
> > to toss a ticket between queues).
>
> Why? What are you losing by having one RT instance?

For historical reasons (heh), my current employer has run seperate
ticketing systems for each section.  When the revolution comes and the
marketing department is up against the wall[1]... or rather, when seperate
sections wish to move from their ticketing system to RT2, a certain
continuity of ticket numbering sequences is preferred.

Now, we can do this by having multiple instances of RT2, referring to
different config files and different database names.  That way, the
tickets for that section can be imported, and the same ticket sequence for
that section continues.

However, this also continues the current procedure of having multiple
areas where per-user ACLs must be configured; ie, a given staff member
must have their ACL configured in each RT2 instance.. implying that they
can have multiple, disjoint passwords if their job requires that they have
access to multiple sections.  ( with the predictable behaviour of 'I
forgot my password' 'to what?' 'I don't know, I forgot it' sequence to
support )

What I'd like is to somehow have multiple ticket numbering sequences
(multiple RT2 databases is the easiest way), but be able to point each RT2
instance at a common ACL database.

I think that this can be done without too much hassle (add a
rt_acl_db_name variable to config.pm, and ensure that appropriate
references to the ACL table are changed).  But I'm not sure that its the
'right' thing to do to solve the problem.

Regards,

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations

[1] We don't actually have a marketing department ;)




From jesse at bestpractical.com  Wed Nov 21 13:06:26 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 21 Nov 2001 13:06:26 -0500
Subject: [rt-users] Re: ticket number sequences
In-Reply-To: <Pine.LNX.4.31.0111211826160.31457-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Wed, Nov 21, 2001 at 06:53:58PM +0100
References: <20011121122548.Y768@pallas.fsck.com> <Pine.LNX.4.31.0111211826160.31457-100000@x22.ripe.net>
Message-ID: <20011121130626.Z768@pallas.fsck.com>

So, a hack to do multiple sequences like that would hurt rather a lot. 
A possible solution that might not suck quite as badly from a mantainability
perspective is to have a "translator" that sits between the mail gateway 
and maps old ticket ids to new RT2 ticket ids. (perhaps using RT's relationships functionality and defining an OldTicket RefersTo new ticket mapping.)  Over
time, as old tickets got dealt with, things would move gracefully into the 
new system, with less hacking to RT, which would mean fewer hassles for you
long term ;)

For the password issue, if you end up with multiple RT instances, you might
just want to configure RT to use external authentication and set up HTTP auth
for all of your RT instances against the same password database....

Does that make sense?

	Jesse


On Wed, Nov 21, 2001 at 06:53:58PM +0100, Bruce Campbell wrote:
> On Wed, 21 Nov 2001, Jesse Vincent wrote:
> 
> [snip cautions and also patch mention]
> 
> > > I think what I'm really wanting is to have one user database for queue
> > > (etc) ACLs, but otherwise seperate instances of RT2 (but also the ability
> > > to toss a ticket between queues).
> >
> > Why? What are you losing by having one RT instance?
> 
> For historical reasons (heh), my current employer has run seperate
> ticketing systems for each section.  When the revolution comes and the
> marketing department is up against the wall[1]... or rather, when seperate
> sections wish to move from their ticketing system to RT2, a certain
> continuity of ticket numbering sequences is preferred.
> 
> Now, we can do this by having multiple instances of RT2, referring to
> different config files and different database names.  That way, the
> tickets for that section can be imported, and the same ticket sequence for
> that section continues.
> 
> However, this also continues the current procedure of having multiple
> areas where per-user ACLs must be configured; ie, a given staff member
> must have their ACL configured in each RT2 instance.. implying that they
> can have multiple, disjoint passwords if their job requires that they have
> access to multiple sections.  ( with the predictable behaviour of 'I
> forgot my password' 'to what?' 'I don't know, I forgot it' sequence to
> support )
> 
> What I'd like is to somehow have multiple ticket numbering sequences
> (multiple RT2 databases is the easiest way), but be able to point each RT2
> instance at a common ACL database.
> 
> I think that this can be done without too much hassle (add a
> rt_acl_db_name variable to config.pm, and ensure that appropriate
> references to the ACL table are changed).  But I'm not sure that its the
> 'right' thing to do to solve the problem.
> 
> Regards,
> 
> -- 
>                              Bruce Campbell                            RIPE
>                                                                         NCC
>                                                                  Operations
> 
> [1] We don't actually have a marketing department ;)
> 
> 

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



From john at frumious.unidec.co.uk  Wed Nov 21 13:12:39 2001
From: john at frumious.unidec.co.uk (dr john halewood)
Date: Wed, 21 Nov 2001 18:12:39 +0000
Subject: [rt-users] backing rt up
In-Reply-To: <200111211848.fALImLwR000996@imap.amdgroup.plc.uk>
References: <200111211848.fALImLwR000996@imap.amdgroup.plc.uk>
Message-ID: <200111211812.fALICel02722@frumious.unidec.co.uk>

On Wednesday 21 November 2001 17:51, darrellb at hhcl.com wrote:
> what's the 'official' script for dumping the tables before backup?

There's no "official" script as such - it depends on what database you're 
using as the backend. I use mysql and have ever-so-slightly hacked the 
contributed rt-backup script (see ftp.fsck.com/pub/rt/rt1-contrib IIRC). It's 
basically just
mysqldump -c -t rt2 >   rt.sqldump
mysqldump -d rt2 >       rt.sqlschema
You can then restore the whole lot (assuming a fresh install of rt2 
thereafter) with
mysql rt  < rt.sqlschema
mysql rt  < rt.sqldump
(with whatever usernames and passwords you have specified). 

cheers
john



From bruce_campbell at ripe.net  Wed Nov 21 13:31:50 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 21 Nov 2001 19:31:50 +0100 (CET)
Subject: [rt-users] Re: ticket number sequences
In-Reply-To: <20011121130626.Z768@pallas.fsck.com>
Message-ID: <Pine.LNX.4.31.0111211917440.31457-100000@x22.ripe.net>

On Wed, 21 Nov 2001, Jesse Vincent wrote:

> So, a hack to do multiple sequences like that would hurt rather a lot.

Assuming just one RT instance, yes.  Assuming multiple instances, its not
a biggie.

> A possible solution that might not suck quite as badly from a mantainability
> perspective is to have a "translator" that sits between the mail gateway
> and maps old ticket ids to new RT2 ticket ids. (perhaps using RT's relationships functionality and defining an OldTicket RefersTo new ticket mapping.)  Over
> time, as old tickets got dealt with, things would move gracefully into the
> new system, with less hacking to RT, which would mean fewer hassles for you
> long term ;)

I think I need to look at this relationship mapping thing.

> For the password issue, if you end up with multiple RT instances, you might
> just want to configure RT to use external authentication and set up HTTP auth
> for all of your RT instances against the same password database....

Hrm, may do.

> Does that make sense?

Somewhat.  I must go and contemplate my naval.


-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From awfief at usg.tufts.edu  Wed Nov 21 13:00:57 2001
From: awfief at usg.tufts.edu (Sheeri Kritzer)
Date: Wed, 21 Nov 2001 13:00:57 -0500 (EST)
Subject: [rt-users] backing rt up
In-Reply-To: <200111211848.fALImLwR000996@imap.amdgroup.plc.uk>
Message-ID: <Pine.LNX.4.33.0111211258490.22502-100000@prickpunch.usg.tufts.edu>

you want to use mysqldump.  Depending on the version/platform you have, 
mysqldump -a > file.sql will dump all the tables.  Otherwise you can use 
mysqlshow to get table names and use mysqldump <tablename> to dump them 
into files. 

To put the tables back in, I'd suggest:  mysql < file.sql.

Although,  Alesh Mustar <alesh at sportina.si> very recently posted the 
following:

mysqldump -c -t -uroot -ppassword rt2 > rt2.sqldump
mysqldump -d -uroot -ppassword rt2 > rt2.sqlschema

which might work better.

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

On Wed, 21 Nov 2001 darrellb at hhcl.com wrote:

> what's the 'official' script for dumping the tables before backup?
> 
> thx
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 





From akutty at is.dal.ca  Tue Nov 20 13:38:26 2001
From: akutty at is.dal.ca (Ashwin Kutty)
Date: Tue, 20 Nov 2001 14:38:26 -0400 (AST)
Subject: [rt-users] Re: Installation
In-Reply-To: <3BF828CA.AC9C54EF@uts.edu.au>
Message-ID: <Pine.A41.3.95.1011120143659.29018E-100000@is.dal.ca>

OK.. All that solved now, I have this problem when I try to restart
httpd..

Stopping httpd:                                            [  OK  ]
Starting httpd: Syntax error on line 1050 of /etc/httpd/conf/httpd.conf:
Can't locate Apache/DBI.pm in @INC (@INC contains:
/usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0
/usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4)
line 3.

                                                           [FAILED]

However, here is a copy of my install of Apache::DBI

[root at mysystem ApacheDBI-0.88]# perl Makefile.PL 
Writing Makefile for Apache::DBI
[root at mysystem ApacheDBI-0.88]# make
Manifying blib/man3/Apache::DBI.3
Manifying blib/man3/Apache::AuthDBI.3
[root at mysystem ApacheDBI-0.88]# make install
Installing /usr/local/man/man3/Apache::DBI.3
Installing /usr/local/man/man3/Apache::AuthDBI.3
Writing
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/DBI/.packlist
Appending installation info to
/usr/local/lib/perl5/5.6.1/i686-linux/perllocal.pod

Any ideas?

On Mon, 19 Nov 2001, Teo de Hesselle wrote:

> Ashwin Kutty wrote:
> 
> > I hit this error:-
> > 
> > Enter the mysql password for rt_user:
> > Creating database schema.
> > DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
> > 'rt_user at localhost' (Using password: YES) 
> 
> Drop your database, and try again - double check the makefile has the
> correct password (both rt_user AND the mysql root account). I seem to
> remember the 'make install' target asking for a password a second time,
> though this might have been for an unset mysql root password.
> 
> 
> -- 
> T?o de Hesselle,               \  One possible reason that things
> Unix Systems Administrator      \  aren't going according to plan
>                                  \  is that there never was a plan
> University of Technology, Sydney  \  in the first place.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

---
"The difference between genius and stupidity is that genius has its
limits."  - Albert Einstein

Ashwin
kutty..
Systems Administrator
Dalhousie University Libraries
(902) 494-2694




From jesse at bestpractical.com  Wed Nov 21 17:12:42 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 21 Nov 2001 17:12:42 -0500
Subject: [rt-users] Re: Installation
In-Reply-To: <Pine.A41.3.95.1011120143659.29018E-100000@is.dal.ca>; from akutty@is.dal.ca on Tue, Nov 20, 2001 at 02:38:26PM -0400
References: <3BF828CA.AC9C54EF@uts.edu.au> <Pine.A41.3.95.1011120143659.29018E-100000@is.dal.ca>
Message-ID: <20011121171242.B768@pallas.fsck.com>

There are two differnet versions of perl on your system. apache is linked against something other than your system perl.


On Tue, Nov 20, 2001 at 02:38:26PM -0400, Ashwin Kutty wrote:
> 
> OK.. All that solved now, I have this problem when I try to restart
> httpd..
> 
> Stopping httpd:                                            [  OK  ]
> Starting httpd: Syntax error on line 1050 of /etc/httpd/conf/httpd.conf:
> Can't locate Apache/DBI.pm in @INC (@INC contains:
> /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0
> /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
> /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4)
> line 3.
> 
>                                                            [FAILED]
> 
> However, here is a copy of my install of Apache::DBI
> 
> [root at mysystem ApacheDBI-0.88]# perl Makefile.PL 
> Writing Makefile for Apache::DBI
> [root at mysystem ApacheDBI-0.88]# make
> Manifying blib/man3/Apache::DBI.3
> Manifying blib/man3/Apache::AuthDBI.3
> [root at mysystem ApacheDBI-0.88]# make install
> Installing /usr/local/man/man3/Apache::DBI.3
> Installing /usr/local/man/man3/Apache::AuthDBI.3
> Writing
> /usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/DBI/.packlist
> Appending installation info to
> /usr/local/lib/perl5/5.6.1/i686-linux/perllocal.pod
> 
> Any ideas?
> 
> On Mon, 19 Nov 2001, Teo de Hesselle wrote:
> 
> > Ashwin Kutty wrote:
> > 
> > > I hit this error:-
> > > 
> > > Enter the mysql password for rt_user:
> > > Creating database schema.
> > > DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
> > > 'rt_user at localhost' (Using password: YES) 
> > 
> > Drop your database, and try again - double check the makefile has the
> > correct password (both rt_user AND the mysql root account). I seem to
> > remember the 'make install' target asking for a password a second time,
> > though this might have been for an unset mysql root password.
> > 
> > 
> > -- 
> > T?o de Hesselle,               \  One possible reason that things
> > Unix Systems Administrator      \  aren't going according to plan
> >                                  \  is that there never was a plan
> > University of Technology, Sydney  \  in the first place.
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> ---
> "The difference between genius and stupidity is that genius has its
> limits."  - Albert Einstein
> 
> Ashwin
> kutty..
> Systems Administrator
> Dalhousie University Libraries
> (902) 494-2694
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From Robert at agen.com.au  Thu Nov 22 01:56:48 2001
From: Robert at agen.com.au (Robert Passlow)
Date: Thu, 22 Nov 2001 16:56:48 +1000
Subject: [rt-users] debian packages ?
Message-ID: <304DECB028B5D545BF78CAEB3FBC3F2943F5@cobalt.agen.com.au>

Hi!

Just wondering if anyone has created a .deb package for 2.0.x ?

Even an .rpm maybe ?

Robert



From y.fitterer at ram.ac.uk  Thu Nov 22 04:48:50 2001
From: y.fitterer at ram.ac.uk (Yan Fitterer)
Date: Thu, 22 Nov 2001 09:48:50 -0000
Subject: [rt-users] debian packages ?
In-Reply-To: <304DECB028B5D545BF78CAEB3FBC3F2943F5@cobalt.agen.com.au>
Message-ID: <3BFCC9FB.25588.F0220@localhost>

Well - I've seen mention of a spec file in the latest distro.
Shouldn't be that hard to have the rpm from that.
----  On 22 Nov 2001, at 16:56, Robert Passlow wrote:  ----

> 
> Hi!
> 
> Just wondering if anyone has created a .deb package for 2.0.x ?
> 
> Even an .rpm maybe ?
> 
> Robert
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users


-- 
Yan Fitterer
IT Manager, Royal Academy of Music
E-mail : y.fitterer at ram.ac.uk
Marylebone Rd, London, NW1 5HT
Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364
  




From rt at netthink.co.uk  Thu Nov 22 05:46:21 2001
From: rt at netthink.co.uk (Simon Cozens)
Date: Thu, 22 Nov 2001 10:46:21 +0000
Subject: [rt-users] debian packages ?
In-Reply-To: <3BFCC9FB.25588.F0220@localhost>
References: <304DECB028B5D545BF78CAEB3FBC3F2943F5@cobalt.agen.com.au> <3BFCC9FB.25588.F0220@localhost>
Message-ID: <20011122104621.B3035@netthink.co.uk>

On Thu, Nov 22, 2001 at 09:48:50AM -0000, Yan Fitterer wrote:
> Well - I've seen mention of a spec file in the latest distro.
> Shouldn't be that hard to have the rpm from that.

The right way to do this is to take the debian/ directory from
the Debian unstable webrt package, and plonk it into place, making
the obvious updates.

-- 
I've looked at the listing, and it's right!
		-- Joel Halpern



From pkiatisevi at student.ei.uni-stuttgart.de  Thu Nov 22 06:20:23 2001
From: pkiatisevi at student.ei.uni-stuttgart.de (Pattara Kiatisevi)
Date: Thu, 22 Nov 2001 12:20:23 +0100 (CET)
Subject: [rt-users] Due date on the first page after login
Message-ID: <Pine.LNX.4.33.0111221218210.1615-100000@ott.wh.vaih>

Hi all,

is there any easy way to have the due date information shown in the first
page after login? (in the 25 highest priority tickets I own...) I'm new to
rt. Now using rt-2.0.9.

Thank you very much,
Pattara

The best things in life are free. - B.G. DeSilva (1927)
----------------------------------------------------------------------
Ott Pattara Kiatisevi 				   T L W G
M.Sc. INFOTECH Student, Stuttgart, Germany	http://linux.thai.net/
----------------------------------------------------------------------




From pkiatisevi at student.ei.uni-stuttgart.de  Thu Nov 22 11:48:12 2001
From: pkiatisevi at student.ei.uni-stuttgart.de (Pattara Kiatisevi)
Date: Thu, 22 Nov 2001 17:48:12 +0100 (CET)
Subject: [rt-users] Specify ticket information via e-mail
Message-ID: <Pine.LNX.4.33.0111221747150.2963-100000@ott.wh.vaih>

Hi,

anybody knows if it is possible to control owner, due date and priority
of the ticket when I send an email to RT for a new request, something like

Subject: New request

Owner: tom
Pri: 35
Due: 28-11-2001

The content of the request is...
...


Thank you very much,
Pattara


The best things in life are free. - B.G. DeSilva (1927)
----------------------------------------------------------------------
Ott Pattara Kiatisevi 				   T L W G
M.Sc. INFOTECH Student, Stuttgart, Germany	http://linux.thai.net/
----------------------------------------------------------------------




From jesse at bestpractical.com  Thu Nov 22 11:51:40 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Nov 2001 11:51:40 -0500
Subject: [rt-users] debian packages ?
In-Reply-To: <20011122104621.B3035@netthink.co.uk>; from rt@netthink.co.uk on Thu, Nov 22, 2001 at 10:46:21AM +0000
References: <304DECB028B5D545BF78CAEB3FBC3F2943F5@cobalt.agen.com.au> <3BFCC9FB.25588.F0220@localhost> <20011122104621.B3035@netthink.co.uk>
Message-ID: <20011122115140.C768@pallas.fsck.com>

'cept webrt in debian is from RT 1.0.6 or so.   Someone's working on real 
debian packaging of RT2, but we haven't seen anything yet.

	-j


On Thu, Nov 22, 2001 at 10:46:21AM +0000, Simon Cozens wrote:
> On Thu, Nov 22, 2001 at 09:48:50AM -0000, Yan Fitterer wrote:
> > Well - I've seen mention of a spec file in the latest distro.
> > Shouldn't be that hard to have the rpm from that.
> 
> The right way to do this is to take the debian/ directory from
> the Debian unstable webrt package, and plonk it into place, making
> the obvious updates.
> 
> -- 
> I've looked at the listing, and it's right!
> 		-- Joel Halpern
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Thu Nov 22 12:07:18 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Nov 2001 12:07:18 -0500
Subject: [rt-users] Specify ticket information via e-mail
In-Reply-To: <Pine.LNX.4.33.0111221747150.2963-100000@ott.wh.vaih>; from pkiatisevi@student.ei.uni-stuttgart.de on Thu, Nov 22, 2001 at 05:48:12PM +0100
References: <Pine.LNX.4.33.0111221747150.2963-100000@ott.wh.vaih>
Message-ID: <20011122120718.D768@pallas.fsck.com>

you want to look at enhanced-mailgate in http://fsck.com/pub/rt/contrib/2.0/rt-addons


On Thu, Nov 22, 2001 at 05:48:12PM +0100, Pattara Kiatisevi wrote:
> Hi,
> 
> anybody knows if it is possible to control owner, due date and priority
> of the ticket when I send an email to RT for a new request, something like
> 
> Subject: New request
> 
> Owner: tom
> Pri: 35
> Due: 28-11-2001
> 
> The content of the request is...
> ...
> 
> 
> Thank you very much,
> Pattara
> 
> 
> The best things in life are free. - B.G. DeSilva (1927)
> ----------------------------------------------------------------------
> Ott Pattara Kiatisevi 				   T L W G
> M.Sc. INFOTECH Student, Stuttgart, Germany	http://linux.thai.net/
> ----------------------------------------------------------------------
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From bruce_campbell at ripe.net  Thu Nov 22 13:02:56 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 22 Nov 2001 19:02:56 +0100 (CET)
Subject: [rt-users] Problem with Opera Browser in logout?
Message-ID: <Pine.LNX.4.31.0111221849310.31457-100000@x22.ripe.net>

When using Opera version 5.0 on RT2.0.9, the 'logout' link doesn't
actually logout, and briefly shows the 'you have been logged out of RT2'.
The refresh then puts you back into the RT2 start page without stopping at
the expected login page.

This is irrespective of how Opera is identifying itself to the world.  The
problem is repeatable irrespective of which (valid) RT2 user is used.
This appears to be a problem with the cookie hanging around, but beyond
refusing all cookies, playing with the Opera cookie settings doesn't
change this behaviour.

As I haven't observed Opera5.0 with cookie issues, I'm assuming that one
of RT2 or Opera is being overly stubborn about something ;)

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From jesse at bestpractical.com  Thu Nov 22 13:12:58 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Nov 2001 13:12:58 -0500
Subject: [rt-users] Problem with Opera Browser in logout?
In-Reply-To: <Pine.LNX.4.31.0111221849310.31457-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Thu, Nov 22, 2001 at 07:02:56PM +0100
References: <Pine.LNX.4.31.0111221849310.31457-100000@x22.ripe.net>
Message-ID: <20011122131258.F768@pallas.fsck.com>

Opera  is ignoring RT's no-cache directives. I believe there's a way to set 
opera to "always reload page"  

	-j


On Thu, Nov 22, 2001 at 07:02:56PM +0100, Bruce Campbell wrote:
> 
> When using Opera version 5.0 on RT2.0.9, the 'logout' link doesn't
> actually logout, and briefly shows the 'you have been logged out of RT2'.
> The refresh then puts you back into the RT2 start page without stopping at
> the expected login page.
> 
> This is irrespective of how Opera is identifying itself to the world.  The
> problem is repeatable irrespective of which (valid) RT2 user is used.
> This appears to be a problem with the cookie hanging around, but beyond
> refusing all cookies, playing with the Opera cookie settings doesn't
> change this behaviour.
> 
> As I haven't observed Opera5.0 with cookie issues, I'm assuming that one
> of RT2 or Opera is being overly stubborn about something ;)
> 
> -- 
>                              Bruce Campbell                            RIPE
>                                                                         NCC
>                                                                  Operations
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From matthew.zeier at thirdcoast.net  Thu Nov 22 13:18:44 2001
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Thu, 22 Nov 2001 10:18:44 -0800
Subject: [rt-users] rt 2.0.9 - how to change set of statuses ?
Message-ID: <036601c17382$1f4f54c0$0b16160a@Desktop>

The release notes for 2.0.9 say:

> * Abstracted out status enumeration and validation. Sites can now
>   modify the set of statuses available. Though that's 100% unsupported.


How do I do that?  

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




From jesse at bestpractical.com  Thu Nov 22 13:34:01 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Nov 2001 13:34:01 -0500
Subject: [rt-users] rt 2.0.9 - how to change set of statuses ?
In-Reply-To: <036601c17382$1f4f54c0$0b16160a@Desktop>; from matthew.zeier@thirdcoast.net on Thu, Nov 22, 2001 at 10:18:44AM -0800
References: <036601c17382$1f4f54c0$0b16160a@Desktop>
Message-ID: <20011122133401.G768@pallas.fsck.com>

There's an array defined in lib/RT/Queue.pm.  But it's really really 
unsupported.  It's the first part of some work I was doing for a client who
ended up not paying :/

	-j



On Thu, Nov 22, 2001 at 10:18:44AM -0800, matthew zeier wrote:
> 
> The release notes for 2.0.9 say:
> 
> > * Abstracted out status enumeration and validation. Sites can now
> >   modify the set of statuses available. Though that's 100% unsupported.
> 
> 
> How do I do that?  
> 
> --
> matthew zeier - "In mathematics you don't understand things.  You just
> get used to them." - John von Newmann
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From rfedoriuk at rnm.ca  Thu Nov 22 13:45:41 2001
From: rfedoriuk at rnm.ca (Richard Fedoriuk)
Date: Thu, 22 Nov 2001 13:45:41 -0500
Subject: [rt-users] Re: Alternate authentication methods
Message-ID: <02a101c17385$e2a36c10$d0fb030a@mhpublishing.com>

Hello everyone, newbie to the list here...

CONTEXT:
Please refer to mail-list posting "Alternate authentication methods",
Fri, 29 Jun 2001: http://lists.fsck.com/pipermail/rt-users/2001-June/002716.html

Also referencing mail-list-subject: "Creating Ticket Externally in RT2",
Aug, 2001...

QUESTION:
I'm looking for confirmation that if I set the following line found in 
'etc/config.pm':

   # If $WebExternalAuth is defined, RT will defer to the environment's
   # REMOTE_USER variable.

   $WebExternalAuth = undef;

...that I can gain access to write a ticket from a remote cgi application
(sending the correct param's naturally to /Tickets/Display.html)...?

Further, is it required to send any user/pass fields to authenticate, or
will all credentials come from a lookup for the $ENV{'REMOTE_USER'}

I'm not interested in displaying the ticket, just want to post the
fields, and I'm having access problems due to the login/session/cookie thing...

apologies if this seems like I haven't tried it, (I haven't), but our
sys-admin is fiercely protective and won't let me edit the script until
I've got 'da proof' (or reasonable facsimile)... 

has anyone successfully tried this? any suggestions appreciated...
thanks for your time,

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




From matt at iseek.com.au  Thu Nov 22 16:57:43 2001
From: matt at iseek.com.au (matt carter)
Date: Fri, 23 Nov 2001 07:57:43 +1000 (EST)
Subject: [rt-users] debian packages ?
In-Reply-To: <20011122104621.B3035@netthink.co.uk>
Message-ID: <Pine.LNX.4.31.0111230756470.9274-100000@admin.iseek.com.au>

On Thu, 22 Nov 2001, Simon Cozens wrote:

> On Thu, Nov 22, 2001 at 09:48:50AM -0000, Yan Fitterer wrote:
> > Well - I've seen mention of a spec file in the latest distro.
> > Shouldn't be that hard to have the rpm from that.
>
> The right way to do this is to take the debian/ directory from
> the Debian unstable webrt package, and plonk it into place, making
> the obvious updates.

Unless I'm not mistaken, this is the specifics of the webrt package for
the unstable release which indicate version 1.0.6 ?

Package: webrt
Priority: extra
Section: contrib/misc
Installed-Size: 724
Maintainer: Lars Steinke <lss at debian.org>
Architecture: i386
Version: 1.0.6-3
Depends: mysql-client (>=3.22), libcgi-pm-perl (>=2.56),
libdbd-mysql-perl, libdigest-md5-perl, make, libc6 (>= 2.2.3-1), perl
Conflicts: rt
Filename: pool/contrib/w/webrt/webrt_1.0.6-3_i386.deb
Size: 148662
MD5sum: 3d42c629228361246b108a480a226087
Description: Request Tracker, a GPL'd Trouble Ticket System
 Request Tracker helps you handle and track problem reports, it features
 web interfaces for queue administration and report submitting and sends out
 email with replies and comments to those reports.
 Be sure to read /usr/share/doc/webrt/README.Debian for installation
 instructions !!!





From steve at Inet-technologies.com  Thu Nov 22 17:57:52 2001
From: steve at Inet-technologies.com (Steve Poirier)
Date: Thu, 22 Nov 2001 17:57:52 -0500
Subject: [rt-users] Quotes..
Message-ID: <00b301c173a9$1d7be290$35ec47d1@Steve>

Hello all!

Has someone ever developped something for quoting last Correspondence when
clicking "Reply" or "Resolve"? For example, a check box that quote the last
correspondence of the ticket.

I also have a small problem..
I am using these rules for scrips:
-OnTransaction NotifyOwner with template Transaction
-OnCorrespond AutoreplyToRequestors with template Followup-Template
-OnCreate AutoreplyToRequestors with template Autoreply

I dont want the system to autoreply when customers replies to their emails.
But if i disable the OnCorrespond rule, when we hit reply or resolve, the
customer get nothing. Also, i don't want to use a comment address for
replies because tickets are not automatically re-opened. Any suggestions?

Regards,

__
Steve Poirier
Directeur d?veloppement / Project Manager
Inet Technologies Inc.







From pdh at snapgear.com  Thu Nov 22 18:15:05 2001
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 23 Nov 2001 09:15:05 +1000
Subject: [rt-users] Quotes..
In-Reply-To: <00b301c173a9$1d7be290$35ec47d1@Steve>
References: <00b301c173a9$1d7be290$35ec47d1@Steve>
Message-ID: <20011123091505.M884@moreton.com.au>

Steve Poirier wrote:
> Has someone ever developped something for quoting last Correspondence when
> clicking "Reply" or "Resolve"? For example, a check box that quote the last
> correspondence of the ticket.

It already does, if you click "reply" or "comment" _within_ the
transaction you want to quote. There's no "resolve" in there, but
adding one should be a trivial hack to the bottom of
webrt/Ticket/Elements/ShowTransaction.

> I also have a small problem..
> I am using these rules for scrips:
> -OnTransaction NotifyOwner with template Transaction
> -OnCorrespond AutoreplyToRequestors with template Followup-Template
> -OnCreate AutoreplyToRequestors with template Autoreply
> 
> I dont want the system to autoreply when customers replies to their emails.
> But if i disable the OnCorrespond rule, when we hit reply or resolve, the
> customer get nothing. Also, i don't want to use a comment address for
> replies because tickets are not automatically re-opened. Any suggestions?

Try making the OnCorrespond action "NotifyRequestors" instead of
"AutoreplyToRequestors".



From eddy at mobilemode.com  Thu Nov 22 21:51:35 2001
From: eddy at mobilemode.com (Eddy Yiu)
Date: Fri, 23 Nov 2001 10:51:35 +0800
Subject: [rt-users] Exchange MTA
Message-ID: <E1D5A032F946D511BE5F00D0B774E5AD16A8CF@MMHKMAIL>

I am new to RT and world of Linux....sorry if i asked stupid questions.

Currently, I am using Exchange as our primary email gateway and I wishes to
implement RT as part of our HelpDesk service.  However, I wish not use the
Linux "sendmail" or "qmail" ....... "mainly don't know how" 8-)
So, I try to figure out how to use Exchange as the MTA, ok...the question is
how???
Can someone give me a clue.....I'll be very thankful.

Regards,
Eddy Yiu



From Robert at agen.com.au  Thu Nov 22 22:10:57 2001
From: Robert at agen.com.au (Robert Passlow)
Date: Fri, 23 Nov 2001 13:10:57 +1000
Subject: [rt-users] Exchange MTA
Message-ID: <304DECB028B5D545BF78CAEB3FBC3F2943FE@cobalt.agen.com.au>

Eddy,

Maybe keep your Exchange MTA and setup custom recipients for rt-<queue>@yourdomain.com to go to rt-queue at yourlinuxbox.yourdomain.com

Set your RT email address to rt-queue at yourdomain.com so the replies will go via the Exchange MTA

That should do the trick and let RT be happy with sendmail and it will be invisible to your users.

Robert

-----Original Message-----
From: Eddy Yiu [mailto:eddy at mobilemode.com]
Sent: Friday, November 23, 2001 12:52 PM
To: 'rt-users at lists.fsck.com'
Subject: [rt-users] Exchange MTA


I am new to RT and world of Linux....sorry if i asked stupid questions.

Currently, I am using Exchange as our primary email gateway and I wishes to
implement RT as part of our HelpDesk service.  However, I wish not use the
Linux "sendmail" or "qmail" ....... "mainly don't know how" 8-)
So, I try to figure out how to use Exchange as the MTA, ok...the question is
how???
Can someone give me a clue.....I'll be very thankful.

Regards,
Eddy Yiu

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



From teo.dehesselle at uts.edu.au  Thu Nov 22 23:10:06 2001
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Fri, 23 Nov 2001 15:10:06 +1100
Subject: [rt-users] Exchange MTA
References: <E1D5A032F946D511BE5F00D0B774E5AD16A8CF@MMHKMAIL>
Message-ID: <3BFDCC1E.94BBF02@uts.edu.au>

Eddy Yiu wrote:

> So, I try to figure out how to use Exchange as the MTA, ok...the question is
> how???

You need a unix MTA to feed the messages into RT. Personally I would
suggest postfix - you can compile it with "make" then "make install" and
then only change a couple of settings in /etc/postfix/main.cf to make
everything work.

Enjoy.


-- 
T?o de Hesselle,               \  One possible reason that things
Unix Systems Administrator      \  aren't going according to plan
                                 \  is that there never was a plan
University of Technology, Sydney  \  in the first place.



From service at lobosoft.com  Fri Nov 23 00:22:05 2001
From: service at lobosoft.com (Technical Support (Stephen Feather))
Date: Fri, 23 Nov 2001 00:22:05 -0500
Subject: [rt-users] Exchange MTA
In-Reply-To: <E1D5A032F946D511BE5F00D0B774E5AD16A8CF@MMHKMAIL>
Message-ID: <000001c173de$ca88ee30$0a00000a@video>

Eddy, 

Not a stupid question at all.
RT is called from the mail daemon directly, or via command line.
Problem, RT scripts have not been ported to Win32, and I don't know off
the top of my head, any plans to do so.

It is possible to called external scripts/applications from exchange
server.
So, in theory, were the scripts ported, it would be possible to call
them from exchange.  

We have had success in some minor testing, in having a RT/sendmail linux
box call a win32 mysql server.  Why? Cuzz it was there.

Robert Passlows suggestion is the best solution.  However, as you don't
know linux, it is most likely not the easiest for you.

That doesn't leave you with a solution other than Roberts, but does give
you some more information.




-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Eddy Yiu
Sent: Thursday, November 22, 2001 9:52 PM
To: 'rt-users at lists.fsck.com'
Subject: [rt-users] Exchange MTA


I am new to RT and world of Linux....sorry if i asked stupid questions.

Currently, I am using Exchange as our primary email gateway and I wishes
to implement RT as part of our HelpDesk service.  However, I wish not
use the Linux "sendmail" or "qmail" ....... "mainly don't know how" 8-)
So, I try to figure out how to use Exchange as the MTA, ok...the
question is how??? Can someone give me a clue.....I'll be very thankful.

Regards,
Eddy Yiu

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





From scott at xs4all.nl  Fri Nov 23 03:19:39 2001
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Fri, 23 Nov 2001 09:19:39 +0100
Subject: [rt-users] Admin-only comments.
Message-ID: <20011123091939.A6690@xs4all.nl>

Hi,

Is there a way to create comments that the requestor can not see, that
only AdminCC's or others with the appropriate permissions can view?

At the moment, it appears that the requestors can view the ticket they
create, which is normally fine, but sometimes it would be handy to have
comments flagged in such a way as to prevent others outside of specific
administrators from viewing them.

Thanks for any ideas,

Scott




From pdh at snapgear.com  Fri Nov 23 06:07:26 2001
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 23 Nov 2001 21:07:26 +1000
Subject: [rt-users] Admin-only comments.
In-Reply-To: <20011123091939.A6690@xs4all.nl>
References: <20011123091939.A6690@xs4all.nl>
Message-ID: <20011123210726.A6049@moreton.com.au>

Scott A. McIntyre wrote:
> Is there a way to create comments that the requestor can not see, that
> only AdminCC's or others with the appropriate permissions can view?

All comments should behave that way if the requestor does not
have the ShowTicketComments right.



From gjjc at rubberplant.freeserve.co.uk  Sat Nov 24 10:48:55 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Sat, 24 Nov 2001 15:48:55 +0000
Subject: [rt-users] Losing post'ed data - fix.
References: <3BED2915.192A8E0@rubberplant.freeserve.co.uk> <20011110123245.M4916@pallas.fsck.com> <3BEEAE7E.D72B1F3F@rubberplant.freeserve.co.uk>
Message-ID: <3BFFC167.92C96DFA@rubberplant.freeserve.co.uk>

Greg Cope wrote:
> 
> Jesse Vincent wrote:
> >
> > using mod_perl args will break other things, such as file uploads.  I'm
> > pretty sure that the loss of posted data is due to a botched install
> > of one or more of the related CPAN pakcages.
> >
> >         Jesse
> >
> 

I've reinstalled perl, apache and all the module.  This took ages.

It now appears to work.

The only difference is Mason v1.04, rt2.0.9 and perl complied without
thread support ( like a default install).

Has anyone:

a) Got a threaded perl to work (-Dusethreads -Duseithreads)

b) Are there any others that still have problems (if so send me you perl
-V output).

Greg



From matthew.zeier at thirdcoast.net  Thu Nov 22 21:35:21 2001
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Thu, 22 Nov 2001 18:35:21 -0800
Subject: [rt-users] rt 2.0.9 - how to change set of statuses ?
References: <036601c17382$1f4f54c0$0b16160a@Desktop> <20011122133401.G768@pallas.fsck.com>
Message-ID: <006401c173c7$7f82cfd0$0b16160a@Desktop>


> There's an array defined in lib/RT/Queue.pm.  But it's really really
> unsupported.  It's the first part of some work I was doing for a client
who
> ended up not paying :/

Just add to

@STATUS = qw(new open stalled resolved dead);

?

- mz




From mosbach at onsys.de  Fri Nov 23 12:30:37 2001
From: mosbach at onsys.de (Dieter Mosbach)
Date: Fri, 23 Nov 2001 18:30:37 +0100
Subject: [rt-users] Newbie Questions on Due-Date and date-format
Message-ID: <3BFE87BD.2070100@onsys.de>

Hi everybody!

I?m using RT 2.0.9.

In /opt/rt2/etc/config.pm
I inserted

        { Header => 'Due',
          TicketAttribute => 'DueAsString'
          },

to display the due-date (search-page),
as roughly descibed in the FAQ.

Is this the right way?

Can I change the format to DD.MM.YYYY (the german format)?

Can I display overdue-tickets in red date?

What should I do to display the due-date on the home-page
( 25 highest priority tickets I own...)?

When creating a new ticket, what format is allowed in
the due-date field?

Can I enable the german format?

Thanks,
Dieter




From jesse at bestpractical.com  Sat Nov 24 23:52:18 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 24 Nov 2001 23:52:18 -0500
Subject: [rt-users] rt 2.0.9 - how to change set of statuses ?
In-Reply-To: <006401c173c7$7f82cfd0$0b16160a@Desktop>; from matthew.zeier@thirdcoast.net on Thu, Nov 22, 2001 at 06:35:21PM -0800
References: <036601c17382$1f4f54c0$0b16160a@Desktop> <20011122133401.G768@pallas.fsck.com> <006401c173c7$7f82cfd0$0b16160a@Desktop>
Message-ID: <20011124235218.A5467@pallas.fsck.com>

Yeah. but I still don't recommend it ;)


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

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



From mdorman at debian.org  Mon Nov 26 10:29:41 2001
From: mdorman at debian.org (Michael Alan Dorman)
Date: 26 Nov 2001 10:29:41 -0500
Subject: [rt-users] debian packages ?
Message-ID: <87oflpft3u.fsf@amanda.mallet-assembly.org>

Robert Passlow Robert at agen.com.au writes:
> Just wondering if anyone has created a .deb package for 2.0.x ?

I haven't, but I'm seriously considering it---there's some question in
my mind of where to put the various web bits, but the libraries are a
no-brainer, and the rest of it doesn't look hard.

If I end up doing it, it'll probably leave a lot of things to be done
by hand---I've not got the time to really do a big all-singing,
all-dancing configuration bit.

Within those parameters, though, the hardest part is figuring out
what-all packages the thing depends on. It's quite a list. :-)

Mike.



From Fred.Percynski at divine.com  Mon Nov 26 11:00:56 2001
From: Fred.Percynski at divine.com (Percynski, Fred)
Date: Mon, 26 Nov 2001 10:00:56 -0600
Subject: [rt-users] rt CLI 'priority'  bug?
Message-ID: <1456676BC1FA194DAE8625B9BE42197A02166B@LIILMTFSSTE04.mailtask.com>

Using 
./rt --create --status=new --queue=1 --owner=2 --subject="test"
--priority=1  ......

the priority field is blank when the ticket is created.
I found in the database there are these fields
Priority
InitialPriority
FinalPriority

and that when I use the CLI the InitialPriority and Priority fields are
both blank.  But when I use the WebUI these fields are populated.  So on
a hunch I modified rt, in the section
# {{{ Check if we're creating, if so, create the ticket and be done

I modified the line
Priority => $priority, 
to be
InitialPriority => $priority,

and this fixed the problem.  Don't know if I stumbled across a bug or
not, but thought I would let Jesse and others know in case it is.
-Fred



From jesse at bestpractical.com  Mon Nov 26 11:17:00 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 26 Nov 2001 11:17:00 -0500
Subject: [rt-users] rt CLI 'priority'  bug?
In-Reply-To: <1456676BC1FA194DAE8625B9BE42197A02166B@LIILMTFSSTE04.mailtask.com>; from Fred.Percynski@divine.com on Mon, Nov 26, 2001 at 10:00:56AM -0600
References: <1456676BC1FA194DAE8625B9BE42197A02166B@LIILMTFSSTE04.mailtask.com>
Message-ID: <20011126111700.H5467@pallas.fsck.com>

Thanks. this will be fixed in 2.0.10.


On Mon, Nov 26, 2001 at 10:00:56AM -0600, Percynski, Fred wrote:
> Using 
> ./rt --create --status=new --queue=1 --owner=2 --subject="test"
> --priority=1  ......
> 
> the priority field is blank when the ticket is created.
> I found in the database there are these fields
> Priority
> InitialPriority
> FinalPriority
> 
> and that when I use the CLI the InitialPriority and Priority fields are
> both blank.  But when I use the WebUI these fields are populated.  So on
> a hunch I modified rt, in the section
> # {{{ Check if we're creating, if so, create the ticket and be done
> 
> I modified the line
> Priority => $priority, 
> to be
> InitialPriority => $priority,
> 
> and this fixed the problem.  Don't know if I stumbled across a bug or
> not, but thought I would let Jesse and others know in case it is.
> -Fred
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Mon Nov 26 11:24:24 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 26 Nov 2001 11:24:24 -0500
Subject: [rt-users] debian packages ?
In-Reply-To: <87oflpft3u.fsf@amanda.mallet-assembly.org>; from mdorman@debian.org on Mon, Nov 26, 2001 at 10:29:41AM -0500
References: <87oflpft3u.fsf@amanda.mallet-assembly.org>
Message-ID: <20011126112424.I5467@pallas.fsck.com>



On Mon, Nov 26, 2001 at 10:29:41AM -0500, Michael Alan Dorman wrote:
> Robert Passlow Robert at agen.com.au writes:
> > Just wondering if anyone has created a .deb package for 2.0.x ?
> 
> I haven't, but I'm seriously considering it---there's some question in
> my mind of where to put the various web bits, but the libraries are a
> no-brainer, and the rest of it doesn't look hard.

You probably want to talk to sami:
http://bugs.debian.org/cgi-bin/bugreport.cgi?archive=no\&bug=114116

> 
> If I end up doing it, it'll probably leave a lot of things to be done
> by hand---I've not got the time to really do a big all-singing,
> all-dancing configuration bit.
> 
> Within those parameters, though, the hardest part is figuring out
> what-all packages the thing depends on. It's quite a list. :-)

Except that that's already been done for you:

http://fsck.com/rtfm/factoid.html?id=52

Should be an up to date list of the required packages needed to install
on debian..



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

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



From Andrzej.Bursztynski at pse.pl  Mon Nov 26 15:01:15 2001
From: Andrzej.Bursztynski at pse.pl (Andrzej Bursztynski)
Date: Mon, 26 Nov 2001 21:01:15 +0100
Subject: [rt-users] RT can't see the diffrence between the message header and body?
Message-ID: <20011126210115.A22825@pse.pl>

Hi,

just started to play with rt-mailgate on 2.0.9 and looks like when submitting
a comment through mail RT2 does not recognise end of message header.
Here's what we got in the debug log:

Found a ticket ID. It's 1282now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x87afabc): Checking condition OnCorrespond...
RT::Transaction=HASH(0x87afabc): Matches condition OnCorrespond...
now requiring RT::Action::Notify
Use of uninitialized value in scalar chomp at /opt/rt2/lib/RT/Template.pm line 295, <STDIN> line 24.
Use of uninitialized value in substitution (s///) at /usr/lib/perl5/site_perl/Mail/Header.pm line 224, <STDIN> line 24.
Use of uninitialized value in substitution (s///) at /usr/lib/perl5/site_perl/Mail/Header.pm line 224, <STDIN> line 24.
Use of uninitialized value in scalar chomp at /opt/rt2/lib/RT/Template.pm line 295, <STDIN> line 24.
Bad RFC822 field name 'On Mon, Nov 26, 2001 At 08:49:15PM +0100, PT-Sprzet Wrote'
 at /opt/rt2/lib/RT/Template.pm line 297

Where 'On Mon, Nov 26, 2001 At 08:49:15PM +0100,[..]' is the first line
of the message body. 

In result - the comment is inserted into database but no message is sent to
the wathers of the queue.

BTW - is there any chance to get date&time stamp in the RT log?

-- 
K?aniam sie

 (ab)

-=====================Uwaga! Zmiana numer?w telefonicznych=====================
-= Andrzej Bursztynski, email: and at pse.pl tel +48-27-2221112 fax +48-27-2221209
-= Polskie Sieci Elektroenergetyczne SA, 00-950 Warszawa, ul. Mysia 2, POLAND
-=====================Uwaga! Zmiana numer?w telefonicznych=====================



From jesse at bestpractical.com  Mon Nov 26 15:12:10 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 26 Nov 2001 15:12:10 -0500
Subject: [rt-users] RT can't see the diffrence between the message header and body?
In-Reply-To: <20011126210115.A22825@pse.pl>; from Andrzej.Bursztynski@pse.pl on Mon, Nov 26, 2001 at 09:01:15PM +0100
References: <20011126210115.A22825@pse.pl>
Message-ID: <20011126151210.J5467@pallas.fsck.com>

That sounds like you're not getting a newline between the end of your
headers and the beginning of your body...


On Mon, Nov 26, 2001 at 09:01:15PM +0100, Andrzej Bursztynski wrote:
> Hi,
> 
> just started to play with rt-mailgate on 2.0.9 and looks like when submitting
> a comment through mail RT2 does not recognise end of message header.
> Here's what we got in the debug log:
> 
> Found a ticket ID. It's 1282now requiring RT::Condition::AnyTransaction
> RT::Transaction=HASH(0x87afabc): Checking condition OnCorrespond...
> RT::Transaction=HASH(0x87afabc): Matches condition OnCorrespond...
> now requiring RT::Action::Notify
> Use of uninitialized value in scalar chomp at /opt/rt2/lib/RT/Template.pm line 295, <STDIN> line 24.
> Use of uninitialized value in substitution (s///) at /usr/lib/perl5/site_perl/Mail/Header.pm line 224, <STDIN> line 24.
> Use of uninitialized value in substitution (s///) at /usr/lib/perl5/site_perl/Mail/Header.pm line 224, <STDIN> line 24.
> Use of uninitialized value in scalar chomp at /opt/rt2/lib/RT/Template.pm line 295, <STDIN> line 24.
> Bad RFC822 field name 'On Mon, Nov 26, 2001 At 08:49:15PM +0100, PT-Sprzet Wrote'
>  at /opt/rt2/lib/RT/Template.pm line 297
> 
> Where 'On Mon, Nov 26, 2001 At 08:49:15PM +0100,[..]' is the first line
> of the message body. 
> 
> In result - the comment is inserted into database but no message is sent to
> the wathers of the queue.
> 
> BTW - is there any chance to get date&time stamp in the RT log?
> 
> -- 
> K?aniam sie
> 
>  (ab)
> 
> -=====================Uwaga! Zmiana numer?w telefonicznych=====================
> -= Andrzej Bursztynski, email: and at pse.pl tel +48-27-2221112 fax +48-27-2221209
> -= Polskie Sieci Elektroenergetyczne SA, 00-950 Warszawa, ul. Mysia 2, POLAND
> -=====================Uwaga! Zmiana numer?w telefonicznych=====================
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From gilbert at 8020softwaretools.com  Mon Nov 26 16:05:44 2001
From: gilbert at 8020softwaretools.com (Steve Gilbert)
Date: Mon, 26 Nov 2001 13:05:44 -0800 (PST)
Subject: [rt-users] Beginner config.pm questions
Message-ID: <Pine.LNX.4.21.0111261249560.576-100000@rc.explosive.net>

I have a few questions about setting up etc/config.pm after
a successful RT2 installation.  I just want to make sure I'm
clear on a few things...

1. $rtname="example.com";
   ...what exactly does "...RT will look for in mail messages..."
   mean?  Is it just looking for it in the Subject: string, or is
   it actually looking for this in the addresses of incoming mails?

2. $DatabaseUser="rt_user";
   ...how does this relate to the rt_user Unix account that you
   create during the install?  I guess more to the point...what
   does RT do with this Unix account?  If RT doesn't already use
   it, I'd like to point $OwnerEmail to this.

3. $MailAlias
   ...there is mention of this as a "generic alias to send mail to
   for any request already in a queue."  I'm not sure I understand
   what this means or if I need it.

...thanks a lot for any insight.  I'm sure I'll have more questions
as I dig deeper.

-- 
Steve Gilbert             gilbert at 8020softwaretools.com
80/20 Software Tools      www.8020softwaretools.com
**     Consulting and support for open source        **
** network management and performance analysis tools **





From jesse at bestpractical.com  Mon Nov 26 16:13:42 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 26 Nov 2001 16:13:42 -0500
Subject: [rt-users] Beginner config.pm questions
In-Reply-To: <Pine.LNX.4.21.0111261249560.576-100000@rc.explosive.net>; from gilbert@8020softwaretools.com on Mon, Nov 26, 2001 at 01:05:44PM -0800
References: <Pine.LNX.4.21.0111261249560.576-100000@rc.explosive.net>
Message-ID: <20011126161342.K5467@pallas.fsck.com>



On Mon, Nov 26, 2001 at 01:05:44PM -0800, Steve Gilbert wrote:
> I have a few questions about setting up etc/config.pm after
> a successful RT2 installation.  I just want to make sure I'm
> clear on a few things...
> 
> 1. $rtname="example.com";
>    ...what exactly does "...RT will look for in mail messages..."
>    mean?  Is it just looking for it in the Subject: string, or is
>    it actually looking for this in the addresses of incoming mails?

It's the subject line


> 2. $DatabaseUser="rt_user";
>    ...how does this relate to the rt_user Unix account that you
>    create during the install?  I guess more to the point...what
>    does RT do with this Unix account?  If RT doesn't already use
>    it, I'd like to point $OwnerEmail to this.

this is for the _database_ username. hence the variable name. this is for
who RT connects to the database as.  


> 3. $MailAlias
>    ...there is mention of this as a "generic alias to send mail to
>    for any request already in a queue."  I'm not sure I understand
>    what this means or if I need it.

It's a fallback address if RT can't figure out what to set for a return address.

> ...thanks a lot for any insight.  I'm sure I'll have more questions
> as I dig deeper.
> 
> -- 
> Steve Gilbert             gilbert at 8020softwaretools.com
> 80/20 Software Tools      www.8020softwaretools.com
> **     Consulting and support for open source        **
> ** network management and performance analysis tools **
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From ian at assv.net  Mon Nov 26 16:23:02 2001
From: ian at assv.net (Ian D)
Date: 26 Nov 2001 22:23:02 +0100
Subject: [rt-users] Import users?
Message-ID: <m2r8ql2pmx.fsf@dominatrix.lackflicka.nu>

Is there any way to import or validate users from
NIS/LDAP/SMB/whatever? I'm not _that_ inclined to add all the users in
our system to RT's ACL system.
-- 
/Ian D
ian at assv.net




From jesse at bestpractical.com  Tue Nov 27 00:27:34 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Nov 2001 00:27:34 -0500
Subject: [rt-users] [rt-announce] RT Documentation has moved.  There's a new tool in town.
Message-ID: <20011127002734.N5467@pallas.fsck.com>

	I'm pleased to announce that the new RT documentation managment system,
RT/FM[1] is now ready for public use.  The documentation maintained at 
www.helgrim.com/rtdocs/  has been imported into RT/FM, which lives
at http://fsck.com/rtfm/.  

	As it stabilizes, the RT/FM codebase will be released as another
Best Practical product.  In the not too distant future, RT/FM will be integrated
with RT. (Imagine using a FAQ database to automatically generate boilerplate
answers or filing bugs against FAQ articles.)

	If you've _just gotta_ have the RT/FM code now, write me personally
and I'll hook you up. 

	I'd like to thank Feargal for getting the ball rolling on RT 
documentation and for hosting the documentation on helgrim.com up until now.  
It's been a great help to mee and to the community.


	Thanks,

	Jesse Vincent
	Best Practical Solutions, LLC


[1] RT FAQ Manager

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

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



From gorazd.bozic at arnes.si  Tue Nov 27 02:54:02 2001
From: gorazd.bozic at arnes.si (Gorazd Bozic)
Date: Tue, 27 Nov 2001 08:54:02 +0100
Subject: [rt-users] Replies not being sent
Message-ID: <20011127075402.6096D42B1E@rzenik.arnes.si>

Hi everyone,

I have a strange problem with RT 2.0.9 installation: replies in tickets
(response to requestors) are never sent. Autoreply works fine when ticket
is created, as well as scrips that send mail to requestor on status 
change and owner change (I have installed the add-on). I have set up
the 'sendmailpipe' and options and the path to sendmail are both OK
(otherwise scrips couldn't send messages).

Did anyone have a similar problem?

Thanks,
Gorazd

-- 
Gorazd Bozic <gorazd.bozic at arnes.si>
ARNES SI-CERT, Jamova 39 p.p. 7, SI-1001 Ljubljana, Slovenia
tel: +386 1 479 88 22, fax: +386 1 479 88 99




From ramsbeck at consors.de  Tue Nov 27 02:55:06 2001
From: ramsbeck at consors.de (Florian Ramsbeck)
Date: Tue, 27 Nov 2001 08:55:06 +0100
Subject: [rt-users] rt on sun solaris
Message-ID: <009901c17718$d47ff2c0$8f331eac@dedh0096>

Is it possible to install rt on a sun solaris system? If it is, what modules do i have to preinstall?
-tnx-

Florian Ramsbeck
Consors Operating
www.consors.com
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From matthew.zeier at thirdcoast.net  Tue Nov 27 03:37:50 2001
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Tue, 27 Nov 2001 00:37:50 -0800
Subject: [rt-users] rt on sun solaris
References: <009901c17718$d47ff2c0$8f331eac@dedh0096>
Message-ID: <026001c1771e$d5979590$0b16160a@Desktop>


> Is it possible to install rt on a sun solaris system? If it is, what
modules do i have to
> preinstall?

Sure, I'm running it.  Follow the README and install everything it says.




From ian at assv.net  Tue Nov 27 03:39:55 2001
From: ian at assv.net (Ian D)
Date: 27 Nov 2001 09:39:55 +0100
Subject: [rt-users] rt on sun solaris
In-Reply-To: <009901c17718$d47ff2c0$8f331eac@dedh0096>
References: <009901c17718$d47ff2c0$8f331eac@dedh0096>
Message-ID: <m2n11838v8.fsf@dominatrix.lackflicka.nu>

"Florian Ramsbeck" <ramsbeck at consors.de> writes:

> Is it possible to install rt on a sun solaris system? If it is, what
> modules do i have to preinstall?

I'm currently running RT2 on a Sol8Sparc machine. Just follow the
regular instructions.
-- 
/Ian D
ian at assv.net




From bruce_campbell at ripe.net  Tue Nov 27 06:49:37 2001
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 27 Nov 2001 12:49:37 +0100 (CET)
Subject: [rt-users] Replies not being sent
In-Reply-To: <20011127075402.6096D42B1E@rzenik.arnes.si>
Message-ID: <Pine.LNX.4.31.0111271246100.283-100000@x22.ripe.net>

On Tue, 27 Nov 2001, Gorazd Bozic wrote:

> I have a strange problem with RT 2.0.9 installation: replies in tickets
> (response to requestors) are never sent. Autoreply works fine when ticket
> is created, as well as scrips that send mail to requestor on status
> change and owner change (I have installed the add-on). I have set up
> the 'sendmailpipe' and options and the path to sendmail are both OK
> (otherwise scrips couldn't send messages).

You need to add a scrip to the relevant queue of:

	OnCorrespond NotifyRequestors with template Correspondence

This was biting me as well, as I hadn't read through all of the docs.



-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From greg at space.cfi.co.ug  Tue Nov 27 20:54:30 2001
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Tue, 27 Nov 2001 17:54:30 -0800 (PST)
Subject: [rt-users] mail going to the right queue
Message-ID: <Pine.LNX.4.33.0111271752550.6974-100000@space.cfi.co.ug>

Hi All!


I would like to know how I could arrange for particular mail to go to a
particular queue in rt 2_0_7.  Could someone please tell me?



thanks,
----
Greg,
Computer Frontiers International

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------





From krikke at macatawa.org  Tue Nov 27 10:13:24 2001
From: krikke at macatawa.org (Josh Krikke)
Date: Tue, 27 Nov 2001 10:13:24 -0500
Subject: [rt-users] mail going to the right queue
In-Reply-To: <Pine.LNX.4.33.0111271752550.6974-100000@space.cfi.co.ug>
Message-ID: <BPEOJKJIDFBLFKLOIFEAAENKCMAA.krikke@macatawa.org>

Read the Docs...

http://www.fsck.com/rtfm/article.html?id=1#46

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of greg at space.cfi.co.ug
> Sent: Tuesday, November 27, 2001 8:55 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] mail going to the right queue
> 
> 
> Hi All!
> 
> 
> I would like to know how I could arrange for particular mail to go to a
> particular queue in rt 2_0_7.  Could someone please tell me?
> 
> 
> 
> thanks,
> ----
> Greg,
> Computer Frontiers International
> 
>       ,,,
>      /'^'\
>     ( o o )
> oOOO--(_)--OOOo----------------------
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 



From matthew.zeier at thirdcoast.net  Tue Nov 27 12:31:49 2001
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Tue, 27 Nov 2001 09:31:49 -0800
Subject: [rt-users] mail going to the right queue
References: <Pine.LNX.4.33.0111271752550.6974-100000@space.cfi.co.ug>
Message-ID: <007001c17769$87579560$0b16160a@Desktop>

> I would like to know how I could arrange for particular mail to go to a
> particular queue in rt 2_0_7.  Could someone please tell me?

Email to sales at thirdcoast.net goes directly to the sales queue.  It's an
alias for:

rt-sales:   "|/opt/rt2/bin/rt-mailgate --queue 'Sales Support' --action
correspond"






From awfief at usg.tufts.edu  Tue Nov 27 13:01:24 2001
From: awfief at usg.tufts.edu (Sheeri Kritzer)
Date: Tue, 27 Nov 2001 13:01:24 -0500 (EST)
Subject: [rt-users] Remedy and RT?
Message-ID: <Pine.LNX.4.33.0111271259140.4982-100000@prickpunch.usg.tufts.edu>

Hey there,

A while back someone had a problem that their remedy and rt servers were 
in a mail fight.  

My boss came to me today and said, "The helpdesk will start using Remedy 
soon, and they're going to send us problems."  We use RT.  Has anyone 
dealt with this type of issue?

Basically, we want to be able to deal with their tickets in our ticketing 
system.  Is there a module or something I can download?  Or am I stuck 
having them e-mail a new e-mail alias of rt-remedy and set up a queue 
called "Remedy" in our rt?

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




From yairv at verisity.com  Sun Nov 25 07:55:02 2001
From: yairv at verisity.com (yairv)
Date: Sun, 25 Nov 2001 14:55:02 +0200
Subject: [rt-users] config.pm
Message-ID: <3C00EA26.9020907@verisity.com>

Hi

I'v gust  installed rt 2.0.9 and it's looking good but i have some 
configuration problem

On config.pm can you help me please with  the exact syntax because i'm 
getting the error
On line 222 ... $CommentAddress='RT::


The following addresses had permanent fatal errors -----
"| /usr/local/rt2/bin/rt-mailgate --queue general --action correspond"
    (reason: 255)

and

Bareword found where operator expected at /usr/local/rt2/etc/config.pm 
line 222, near
"$CommentAddress='RT::"
  (Might be a runaway multi-line '' string starting on line 220)
        (Missing operator before RT::?)
Array found where operator expected at /usr/local/rt2/etc/config.pm line 
222, at end of line
Bad name after com' at /usr/local/rt2/etc/config.pm line 222.
Compilation failed in require at 
/usr/local/rt2/lib/RT/Interface/Email.pm line 105.


Thank's Yair

yairv at verisity.com





From thallara at watson.wustl.edu  Tue Nov 27 13:48:53 2001
From: thallara at watson.wustl.edu (Thomas Hallaran)
Date: Tue, 27 Nov 2001 12:48:53 -0600 (CST)
Subject: [rt-users] quickly delete tickets? reprise
Message-ID: <Pine.SOL.4.10.10111271248230.1508-100000@wugsc>


Hi, I am looking for input as to the best way to quickly remove a ticket
from a queue in RT. Our help desk alias recives alot of mail that
does not belong in an RT queue and the general consensus here is
that the best way to solve the problem is a delete or remove link
next to every ticket when a queue is being viewed via 'find
new/open tickets' or, I suppose, any ticket list viewed with the search
interface. 

Is their anything wrong with the deleting a ticket from the Ticket table
like so: " delete from Tickets where id=\"$id\"" or would it better to
update the status to 'dead' or 'resolved' like so: "update Tickets set
status='dead' where id=\"$id\""?

Should I worry about the Transactions table or any of the other fields in
the Tickets table.

I originally posted this to rt-devel, but recieved no replies.
I apologize for the duplication but I did not think the question was
particulalry dense OR esoteric, hoping for an answer -Tom










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





From justin at flipdog.com  Tue Nov 27 15:03:11 2001
From: justin at flipdog.com (Justin Wood)
Date: 27 Nov 2001 13:03:11 -0700
Subject: [rt-users] requestor getting comments
Message-ID: <1006891391.7660.12.camel@marsellus.corp.flipdog.com>

I recently set up RT 2.0.9 on FreeBSD 4.4-STABLE.  Most things seem to
work fine.  There is one thing I don't quite understand however.  I am
testing the comments, and the requestor seems to be getting them.  I
used the web interface, and made sure that it said "comment (not sent to
requestor)" and sent it.  The requestor got a mail, and one of the first
lines in it said,

	This is a comment.  It is not sent to the Requestor(s):

The scrip I have in place says 

	OnComment NotifyAllWatchersAsComment with template AdminComment

Am I missing something?  Anyone have any hints?

Thanks in advance,
Justin
-- 
----------------------------------------------------------
Justin Wood				justin at flipdog.com
Systems Administrator
FlipDog.com			   http://www.flipdog.com/
----------------------------------------------------------




From jesse at bestpractical.com  Tue Nov 27 15:11:34 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Nov 2001 15:11:34 -0500
Subject: [rt-users] requestor getting comments
In-Reply-To: <1006891391.7660.12.camel@marsellus.corp.flipdog.com>; from justin@flipdog.com on Tue, Nov 27, 2001 at 01:03:11PM -0700
References: <1006891391.7660.12.camel@marsellus.corp.flipdog.com>
Message-ID: <20011127151134.U5467@pallas.fsck.com>

The templates are assuming the default configuration. you've gone and configured
RT in a somewhat non-recommended way.... You might want to look at the
recommended scrips in the install guide.

	-j

	


On Tue, Nov 27, 2001 at 01:03:11PM -0700, Justin Wood wrote:
> I recently set up RT 2.0.9 on FreeBSD 4.4-STABLE.  Most things seem to
> work fine.  There is one thing I don't quite understand however.  I am
> testing the comments, and the requestor seems to be getting them.  I
> used the web interface, and made sure that it said "comment (not sent to
> requestor)" and sent it.  The requestor got a mail, and one of the first
> lines in it said,
> 
> 	This is a comment.  It is not sent to the Requestor(s):
> 
> The scrip I have in place says 
> 
> 	OnComment NotifyAllWatchersAsComment with template AdminComment
> 
> Am I missing something?  Anyone have any hints?
> 
> Thanks in advance,
> Justin
> -- 
> ----------------------------------------------------------
> Justin Wood				justin at flipdog.com
> Systems Administrator
> FlipDog.com			   http://www.flipdog.com/
> ----------------------------------------------------------
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From justin at flipdog.com  Tue Nov 27 16:46:39 2001
From: justin at flipdog.com (Justin Wood)
Date: 27 Nov 2001 14:46:39 -0700
Subject: [rt-users] RT logo and fastcgi
Message-ID: <1006897599.10207.2.camel@marsellus.corp.flipdog.com>

I have RT 2.0.9 running under FastCGI.  I noticed an earlier post about
the RT logo not displaying under FCGI.  Has anyone found a resolution to
this?  Not real critical, but it's just been bugging me.  I couldn't
find anything in the archives about it.

Thanks, Justin.
-- 
----------------------------------------------------------
Justin Wood				justin at flipdog.com
Systems Administrator
FlipDog.com			   http://www.flipdog.com/
----------------------------------------------------------




From jesse at bestpractical.com  Tue Nov 27 17:09:13 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 27 Nov 2001 17:09:13 -0500
Subject: [rt-users] RT logo and fastcgi
In-Reply-To: <1006897599.10207.2.camel@marsellus.corp.flipdog.com>; from justin@flipdog.com on Tue, Nov 27, 2001 at 02:46:39PM -0700
References: <1006897599.10207.2.camel@marsellus.corp.flipdog.com>
Message-ID: <20011127170913.V5467@pallas.fsck.com>

With 2.0.9, you can put the images elsewhere on your webserver and configure
that in the config.pm


On Tue, Nov 27, 2001 at 02:46:39PM -0700, Justin Wood wrote:
> I have RT 2.0.9 running under FastCGI.  I noticed an earlier post about
> the RT logo not displaying under FCGI.  Has anyone found a resolution to
> this?  Not real critical, but it's just been bugging me.  I couldn't
> find anything in the archives about it.
> 
> Thanks, Justin.
> -- 
> ----------------------------------------------------------
> Justin Wood				justin at flipdog.com
> Systems Administrator
> FlipDog.com			   http://www.flipdog.com/
> ----------------------------------------------------------
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From levitte at stacken.kth.se  Tue Nov 27 17:24:59 2001
From: levitte at stacken.kth.se (Richard Levitte - VMS Whacker)
Date: Tue, 27 Nov 2001 23:24:59 +0100 (MET)
Subject: [rt-users] RT logo and fastcgi
In-Reply-To: <1006897599.10207.2.camel@marsellus.corp.flipdog.com>
References: <1006897599.10207.2.camel@marsellus.corp.flipdog.com>
Message-ID: <20011127.232459.26242831.levitte@stacken.kth.se>

From: Justin Wood <justin at flipdog.com>

justin> I have RT 2.0.9 running under FastCGI.  I noticed an earlier post about
justin> the RT logo not displaying under FCGI.  Has anyone found a resolution to
justin> this?  Not real critical, but it's just been bugging me.  I couldn't
justin> find anything in the archives about it.

I thought Jesse had solved that in 2.0.9...  If not, I sent a patch
earlier that solved that and other problems for me (I need more than
one RT database on the same machine).

-- 
Richard Levitte   \ Spannv?gen 38, II \ LeViMS at stacken.kth.se
Redakteur at Stacken  \ S-168 35  BROMMA  \ T: +46-8-26 52 47
                    \      SWEDEN       \ or +46-733-72 88 11
Procurator Odiosus Ex Infernis                -- poei at bofh.se
Member of the OpenSSL development team: http://www.openssl.org/
Software Engineer, GemPlus:             http://www.gemplus.com/

Unsolicited commercial email is subject to an archival fee of $400.
See <http://www.stacken.kth.se/~levitte/mail/> for more info.



From justin at flipdog.com  Tue Nov 27 17:50:03 2001
From: justin at flipdog.com (Justin Wood)
Date: 27 Nov 2001 15:50:03 -0700
Subject: [rt-users] RT logo and fastcgi
In-Reply-To: <20011127.232459.26242831.levitte@stacken.kth.se>
References: <1006897599.10207.2.camel@marsellus.corp.flipdog.com> 
	<20011127.232459.26242831.levitte@stacken.kth.se>
Message-ID: <1006901403.10207.8.camel@marsellus.corp.flipdog.com>

Well, I found the LogoURL and WebImagesURL lines in the new config.pm (
I had upgraded to 2.0.9).  So, I changed those and restarted apache. 
This didn't solve the problem.  For some reason, the pages are still
coming up with <IMG SRC="/NoAuth/images/rt.jpg" alt="RT">.  

Has anyone else seen this behavior?

-Justin.

On Tue, 2001-11-27 at 15:24, Richard Levitte - VMS Whacker wrote:
> From: Justin Wood <justin at flipdog.com>
> 
> justin> I have RT 2.0.9 running under FastCGI.  I noticed an earlier post about
> justin> the RT logo not displaying under FCGI.  Has anyone found a resolution to
> justin> this?  Not real critical, but it's just been bugging me.  I couldn't
> justin> find anything in the archives about it.
> 
> I thought Jesse had solved that in 2.0.9...  If not, I sent a patch
> earlier that solved that and other problems for me (I need more than
> one RT database on the same machine).
> 
> -- 
> Richard Levitte   \ Spannv?gen 38, II \ LeViMS at stacken.kth.se
> Redakteur at Stacken  \ S-168 35  BROMMA  \ T: +46-8-26 52 47
>                     \      SWEDEN       \ or +46-733-72 88 11
> Procurator Odiosus Ex Infernis                -- poei at bofh.se
> Member of the OpenSSL development team: http://www.openssl.org/
> Software Engineer, GemPlus:             http://www.gemplus.com/
> 
> Unsolicited commercial email is subject to an archival fee of $400.
> See <http://www.stacken.kth.se/~levitte/mail/> for more info.
-- 
----------------------------------------------------------
Justin Wood				justin at flipdog.com
Systems Administrator
FlipDog.com			   http://www.flipdog.com/
----------------------------------------------------------




From Andrzej.Bursztynski at pse.pl  Tue Nov 27 18:16:56 2001
From: Andrzej.Bursztynski at pse.pl (Andrzej Bursztynski)
Date: Wed, 28 Nov 2001 00:16:56 +0100
Subject: [rt-users] RT can't see the diffrence between the message header and body?
In-Reply-To: <20011126151210.J5467@pallas.fsck.com>
References: <20011126210115.A22825@pse.pl> <20011126151210.J5467@pallas.fsck.com>
Message-ID: <20011128001656.C28715@pse.pl>

On Mon, Nov 26, 2001 at 03:12:10PM -0500, Jesse Vincent wrote:
> That sounds like you're not getting a newline between the end of your
> headers and the beginning of your body...

Is that why default templates always have one empty line in the beginning?
Looks like adding a empty line to 'transaction' template helped a lot but
this is rather a bug.

How about date&time stamp in the debug log?
> 
> 
> On Mon, Nov 26, 2001 at 09:01:15PM +0100, Andrzej Bursztynski wrote:
> > Hi,
> > 
> > just started to play with rt-mailgate on 2.0.9 and looks like when submitting
> > a comment through mail RT2 does not recognise end of message header.
> > Here's what we got in the debug log:
> > 
> > Found a ticket ID. It's 1282now requiring RT::Condition::AnyTransaction
> > RT::Transaction=HASH(0x87afabc): Checking condition OnCorrespond...
> > RT::Transaction=HASH(0x87afabc): Matches condition OnCorrespond...
> > now requiring RT::Action::Notify
> > Use of uninitialized value in scalar chomp at /opt/rt2/lib/RT/Template.pm line 295, <STDIN> line 24.
> > Use of uninitialized value in substitution (s///) at /usr/lib/perl5/site_perl/Mail/Header.pm line 224, <STDIN> line 24.
> > Use of uninitialized value in substitution (s///) at /usr/lib/perl5/site_perl/Mail/Header.pm line 224, <STDIN> line 24.
> > Use of uninitialized value in scalar chomp at /opt/rt2/lib/RT/Template.pm line 295, <STDIN> line 24.
> > Bad RFC822 field name 'On Mon, Nov 26, 2001 At 08:49:15PM +0100, PT-Sprzet Wrote'
> >  at /opt/rt2/lib/RT/Template.pm line 297
> > 
> > Where 'On Mon, Nov 26, 2001 At 08:49:15PM +0100,[..]' is the first line
> > of the message body. 
> > 
> > In result - the comment is inserted into database but no message is sent to
> > the wathers of the queue.
> > 
> > BTW - is there any chance to get date&time stamp in the RT log?
> > 
> > -- 
> > K?aniam sie
> > 
> >  (ab)
> > 
> > -=====================Uwaga! Zmiana numer?w telefonicznych=====================
> > -= Andrzej Bursztynski, email: and at pse.pl tel +48-27-2221112 fax +48-27-2221209
> > -= Polskie Sieci Elektroenergetyczne SA, 00-950 Warszawa, ul. Mysia 2, POLAND
> > -=====================Uwaga! Zmiana numer?w telefonicznych=====================
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.

-- 
K?aniam sie

 (ab)

-=====================Uwaga! Zmiana numer?w telefonicznych=====================
-= Andrzej Bursztynski, email: and at pse.pl tel +48-27-2221112 fax +48-27-2221209
-= Polskie Sieci Elektroenergetyczne SA, 00-950 Warszawa, ul. Mysia 2, POLAND
-=====================Uwaga! Zmiana numer?w telefonicznych=====================



From matt at iseek.com.au  Tue Nov 27 18:19:38 2001
From: matt at iseek.com.au (matt carter)
Date: Wed, 28 Nov 2001 09:19:38 +1000 (EST)
Subject: [rt-users] bad rfc822 field name? (fwd)
Message-ID: <Pine.LNX.4.31.0111280917520.25799-100000@admin.iseek.com.au>

hi all,

i have done some further investigation of my problem and it would appear
that pine may be the culprit. i was hoping some other people may have an
opinion on this, and an appropriate way to deal with.

my suggestion would be to check for presence of : on the line before we
assume its part of a new header line?


---------- Forwarded message ----------
Date: Fri, 23 Nov 2001 12:25:35 +1000 (EST)
From: matt carter <matt at iseek.com.au>
To: Jesse Vincent <jesse at bestpractical.com>
Subject: bad rfc822 field name?

hey jesse,

i found this problem still in 2.0.9 with long subject lines and it has me
baffled but i think ive got it nailed.

webrt:/var/log/rt# cat rt.log.6758.1
Bad RFC822 field name ' Needed'
 at /opt/local/packages/rt2/lib/RT/Template.pm line 297
Bad RFC822 field name ' Needed'
 at /opt/local/packages/rt2/lib/RT/Template.pm line 297
webrt:/var/log/rt#

actual subject was

-snip-
Subject: (mercury) remove dialup account for barry nillsen lawyers no longer needed
-snip-


it looks like rt seems to chop the subject when it gets to a certain
length and i'm getting 1 error per template. in the above there is
two erors because i have oncreate notify owner, notify group.

whats interesting is if i display the ticket the title bar at the top says

-snip-
RT/iseek-track: Ticket #540 (mercury) remove dialup account for barry nillsen lawyers no longer needed
-snip-

which is a complete subject yet when you actually look at the ticket
history you can see that the word "Needed" which caused rt to barf has
been excluded from the subject line.

so in one sense it's fine, but in another it's broken so i definately know
i'm not going crazy :)

-snip-
History
Display mode: [Brief headers] [Full headers]
         Fri Nov 23 11:24:17 2001
                                                  matt - Ticket created
[Reply] [Comment]

         Date: Fri, 23 Nov 2001 11:24:14 +1000 (EST)
         From: matt carter <matt at iseek.com.au>
         To: <support at iseek.com.au>
         Subject: (mercury) remove dialup account for barry nillsen
lawyers no longer

-snip-


Further investigation shows there is a new line in the subject alright.

mysql> select Subject from Tickets where id = 540;
+-----------------------------------------------------------------------------+
| Subject
|
+-----------------------------------------------------------------------------+
| (mercury) remove dialup account for barry nillsen lawyers no longer
 needed |
+-----------------------------------------------------------------------------+
1 row in set (0.00 sec)

mysql>

You can see below that quite a number of tickets have the same problem.


mysql> select count(Subject) from Tickets where Subject like "%\n%";
+----------------+
| count(Subject) |
+----------------+
|             18 |
+----------------+
1 row in set (0.01 sec)

mysql>


On further investigation I found this :

# cat r
From: matt at iseek.com.au
To: support at iseek.com.au
Subject: a long line with no new lines in it that i definately know and
was not long enough try again

some content

# cat r | sendmail -t

works fine. i get my auto reply.

-snip-
Date: Fri, 23 Nov 2001 12:17:24 +1000
From: support <support at iseek.com.au>
To: matt at iseek.com.au
Subject: [iseek-track #548] a long line with no new lines in it that i
definately know and was not long enough try again

Thank you for emailing the iseek Communications Support Team.
-snip-

if i cut and paste the exact same subject into pine, and send it.

-snip-
Date: Fri, 23 Nov 2001 12:17:09 +1000 (EST)
From: matt carter <matt at iseek.com.au>
To: support at iseek.com.au
Subject: a long line with no new lines in it that i definately know and was not long enough try again
-snip-

i get

Bad RFC822 field name ' Not Long Enough Try Again'
 at /opt/local/packages/rt2/lib/RT/Template.pm line 297
Bad RFC822 field name ' Not Long Enough Try Again'
 at /opt/local/packages/rt2/lib/RT/Template.pm line 297


so this appears to be a combination of two problems:

1. pine potentially? inserting a \n in the outbound message

2. rt not checking for the existence of : before we assume it's a header.

thoughts?


--matt











From pdh at snapgear.com  Tue Nov 27 18:48:59 2001
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 28 Nov 2001 09:48:59 +1000
Subject: [rt-users] bad rfc822 field name? (fwd)
In-Reply-To: <Pine.LNX.4.31.0111280917520.25799-100000@admin.iseek.com.au>
References: <Pine.LNX.4.31.0111280917520.25799-100000@admin.iseek.com.au>
Message-ID: <20011128094859.G14424@moreton.com.au>

matt carter wrote:
> Further investigation shows there is a new line in the subject alright.

The message handling code is not handing header continuation
correctly. At a guess, it's assuming a continuation line
starts with a tab, when in reality a space (what pine seems
to insert) is also valid (from memory.)

Hmm. Off to look. :)




From hollow1 at cc.gatech.edu  Tue Nov 27 18:53:35 2001
From: hollow1 at cc.gatech.edu (James Adam Sigler)
Date: Tue, 27 Nov 2001 18:53:35 -0500 (EST)
Subject: [rt-users] MAJOR PROBLEM
Message-ID: <Pine.LNX.4.33.0111271850190.17877-100000@voltaire-lnx.cc.gatech.edu>

I desperately need some help with my little problem. After compiling 
installing and configuring every piece of software required by RT using
perl5.005_03, and after editing the httpd.conf file. The error I get when 
attemptting to use the web interface is as follows [Error] Can't locate 
object method new in package RT::Handle at ac631/rt2/lib/RT.pm at line 26.
This error arrives in my httpd error_log file. Let me know how to fix this 
please.

-- 

		Sincerely,					
			-James Adam Sigler-



James Adam Sigler
College of Computing
Georgia Tech
Phone: 404-385-0391
Office: CoC 211
Email: hollow1 at cc.gatech.edu





From gboug at unico.com.au  Tue Nov 27 19:28:15 2001
From: gboug at unico.com.au (Greg Boug)
Date: Wed, 28 Nov 2001 11:28:15 +1100
Subject: [rt-users] MAJOR PROBLEM
In-Reply-To: <Pine.LNX.4.33.0111271850190.17877-100000@voltaire-lnx.cc.gatech.edu>
Message-ID: <006401c177a3$922d4720$7a64a8c0@pc.unico.com.au>

In Perl, it usually means a package hasn't been included in
the use list, but its attempting to be referenced. Have a look
at lib/RT.pm and make sure somewhere near the top has this line:

	use RT::Handle;

It could also be:

	require RT::Handle;

If either are there, might be worth checking that there _is_ a 'new'
function in RT::Handle... It'll be in ac631/rt2/lib/RT/Handle.pm.
Search for 'sub new' in that file... It should be there, I would
doubt Jesse would do something silly like forget to add in a new
function... ;-)

Assuming that is there, you will then want to check that ac631/rt2/lib
is one of the directories in the perl library path for that program.
Its contained in the @INC array... Add the following to the top
of the script:

BEGIN {
	print STDERR join(",", @INC) . "\n";
}

The STDERR stuff will be printed to the error log...

If its not in the list, then you will need to add it... I
can't remember how RT likes this done off the top of my
head, hopefully Jesse remembers... ;-) Just make sure you
put in the _full_ path as that is what Perl will be
expecting...

I'm assuming this is going to work with Mason... I'm sure someone will
correct me if its not going to work... ;-)

Hope this helps :-)

Greg

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of James Adam Sigler
> Sent: Wednesday, 28 November 2001 10:54 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] MAJOR PROBLEM
>
>
>
> I desperately need some help with my little problem. After compiling
> installing and configuring every piece of software required by RT using
> perl5.005_03, and after editing the httpd.conf file. The error I get when
> attemptting to use the web interface is as follows [Error] Can't locate
> object method new in package RT::Handle at ac631/rt2/lib/RT.pm at line 26.
> This error arrives in my httpd error_log file. Let me know how to
> fix this
> please.
>
> --
>
> 		Sincerely,
> 			-James Adam Sigler-
>
>
>
> James Adam Sigler
> College of Computing
> Georgia Tech
> Phone: 404-385-0391
> Office: CoC 211
> Email: hollow1 at cc.gatech.edu
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From agould at aslab.com  Tue Nov 27 21:05:17 2001
From: agould at aslab.com (Ashley Gould)
Date: Tue, 27 Nov 2001 18:05:17 -0800
Subject: [rt-users] UserObj info into a  template
In-Reply-To: <20011117133945.C768@pallas.fsck.com>; from jesse@bestpractical.com on Sat, Nov 17, 2001 at 01:39:45PM -0500
References: <20011116204941.D19797@dagda.aslab.com> <20011117133945.C768@pallas.fsck.com>
Message-ID: <20011127180517.E11645@dagda.aslab.com>

I really needed more than the requestor's email.  I created a new scrip
action and modified RT::Template a bit to to get a real UserObj into my
new template.  RT now sends our custom RMA form to requestors whenever a
ticket is moved into our site's rma queue.  It is klugie, but works
well.  What is really needed is a new "rma" object which can be attached
to a ticket.  I've included some of the details below.

RT is sweet.  I'm having so much fun.

ashley




--------------------------------------
The Action:

I set up the scrip action NotifyRequestorOwnerCcWithRMA.  The action had
to provide a UserObj to the template RMA form.  The stock RT template
system only receives a TicketObj and a TransactionObj.  First I created
a new action which grabs the UserObj of the first requester of the
ticket and passes it to the template handler.  The ugly part is there
can be _only_one_ requester per ticket: since RT::Ticket::Requestors
returns a hash of Watcher objects, there is no way to guarentee the
which requestor will be grabbed for a UserObj if there are more than
one.


These are the relevent parts of rt2/lib/RT/Action/NotifyWithRMA.pm:


package RT::Action::NotifyWithRMA;
require RT::Action::SendEmail;
require RT::Action::Notify;
@ISA = qw(RT::Action::Notify);


# {{{ sub Prepare

# Same as RT::Action::Sendmail::Prepare but adds a $UserObj to the call
# to RT::Template::Parse.

sub Prepare  {

_snip_

  # Ashley's hack
  # Get a user object from $self->TicketObj
  $RT::Logger->debug("RT::Action::NotifyWithRMA.pm\n");

  my $UserObj = $self->TicketObj->Requestors->Next->OwnerObj();
  $RT::Logger->debug("$UserObj\n");


# Ashley added the UserObj
  $self->TemplateObj->Parse(Argument => $self->Argument,
                            TicketObj => $self->TicketObj,
                            TransactionObj => $self->TransactionObj,
                            UserObj => $UserObj);

_snip_






Next I modified RT::Template to accept a UserObj.  This was just a minor
change in RT::Template::_ParseContent:


# {{{ sub _ParseContent

# Perform Template substitutions on the Body
# Ashley's hack: include a UserObj in $T

sub _ParseContent  {
  my $self=shift;
  my %args = ( Argument => undef,
               TicketObj => undef,
               UserObj => undef,        # Ashley's hack
               TransactionObj => undef,
               @_);

  $RT::Logger->debug("RT::Template: $args{'UserObj'}\n");

  # Might be subject to change
  require Text::Template;

  $T::Ticket = $args{'TicketObj'};
  $T::Transaction = $args{'TransactionObj'};
  $T::Argument = $args{'Argument'};
  $T::rtname=$RT::rtname;
  $T::WebRT=$RT::WebRT;
  $T::User = $args{'UserObj'};          # Ashley's hack


  $RT::Logger->debug("RT::Template: $T::User\n");

  # We need to untaint the content of the template, since we'll be working
  # with it
  my $content = $self->Content();
  $content =~ s/^(.*)$/$1/;
  $template=Text::Template->new(TYPE=>STRING,
                                SOURCE=>$content);

  return ($template->fill_in(PACKAGE=>T));
}
# }}}








On Sat, Nov 17, 2001 at 01:39:45PM -0500, Jesse Vincent wrote:
> 
> 
> 
> On Fri, Nov 16, 2001 at 08:49:41PM -0800, Ashley Gould wrote:
> > HI list,
> > 
> > I'm creating a template which sends a filled in RMA form to requestors.
> > I need to catch the requestor's user information.  But from what I can
> > see a TemplateObj only knows about Ticket objects and Transaction objects.
> > And something called Argument:
> 
> 
> So, you can get the Requestors out of the ticket object like this:
> 
> { $Ticket->RequestorsAsString }
> 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From alesh at sportina.si  Wed Nov 28 02:15:28 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Wed, 28 Nov 2001 08:15:28 +0100
Subject: [rt-users] config.pm
References: <3C00EA26.9020907@verisity.com>
Message-ID: <3C048F10.7020905@sportina.si>

You're missing a '; at the end of the line:

from config.pm:

$CommentAddress='RT::CommentAddress.not.set';

A.

yairv wrote:

> Hi
> 
> I'v gust  installed rt 2.0.9 and it's looking good but i have some 
> configuration problem
> 
> On config.pm can you help me please with  the exact syntax because i'm 
> getting the error
> On line 222 ... $CommentAddress='RT::
> 
> 
> The following addresses had permanent fatal errors -----
> "| /usr/local/rt2/bin/rt-mailgate --queue general --action correspond"
>    (reason: 255)
> 
> and
> 
> Bareword found where operator expected at /usr/local/rt2/etc/config.pm 
> line 222, near
> "$CommentAddress='RT::"
>  (Might be a runaway multi-line '' string starting on line 220)
>        (Missing operator before RT::?)
> Array found where operator expected at /usr/local/rt2/etc/config.pm line 
> 222, at end of line
> Bad name after com' at /usr/local/rt2/etc/config.pm line 222.
> Compilation failed in require at 
> /usr/local/rt2/lib/RT/Interface/Email.pm line 105.
> 
> 
> Thank's Yair
> 
> yairv at verisity.com
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 





From bthauvin at dauphin-affichage.com  Wed Nov 28 03:04:55 2001
From: bthauvin at dauphin-affichage.com (THAUVIN Blaise (Informatique))
Date: Wed, 28 Nov 2001 09:04:55 +0100
Subject: [rt-users] How to use WebOptions
Message-ID: <C6E6A723C42DD511B9D5009027C3933A012665E9@messagerie.dauphin-affichage.com>

Hi all,
?
In an answer?last August, ?Travis Campbell explained he changed quite a lot
of things in its home page and listing.
?
I want to make some changes too, but I don't speak perl (I hardly speak any
programmation language now, appart from old reminders of C)
?
Apparently, you can modify, add, delete columns in the tickets listing quite
easily with "WebOptions", I tried it and it worked. My only problem is that
I've not been able to find wich columns I can add.
?
I need to replace the requestor email address with its full name, but still
use the address as the key to create users. How can I do that. It seems to
be easy, but I did not manage.
?
Thanks in advance
?
Blaise
?
?

Blaise Thauvin<?xml:namespace prefix = o ns =
"urn:schemas-microsoft-com:office:office" />

Charg? de mission

Dauphin Communication?

01 40 82 82 26

?
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From y.fitterer at ram.ac.uk  Wed Nov 28 04:08:58 2001
From: y.fitterer at ram.ac.uk (Yan Fitterer)
Date: Wed, 28 Nov 2001 09:08:58 -0000
Subject: [rt-users] mail going to the right queue
In-Reply-To: <Pine.LNX.4.33.0111271752550.6974-100000@space.cfi.co.ug>
Message-ID: <3C04A9A0.3252.AD3EA@localhost>

In my /etc/aliases, I have (for example):
itprojects: "|/usr/local/rt2/bin/rt-mailgate --queue ITProjects --action correspond"
which re-directs all mail sent to itprojects at rthost.com to the ITProjects queue.
That's in the doc. See the Installation Guide at http://www.fsck.com/rtfm 

Yan
----  On 27 Nov 2001, at 17:54, greg at space.cfi.co.ug wrote:  ----

> Hi All!
> 
> 
> I would like to know how I could arrange for particular mail to go to a
> particular queue in rt 2_0_7.  Could someone please tell me?
> 
> 
> 
> thanks,
> ----
> Greg,
> Computer Frontiers International
> 
>       ,,,
>      /'^'\
>     ( o o )
> oOOO--(_)--OOOo----------------------
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users


-- 
Yan Fitterer
IT Manager, Royal Academy of Music
E-mail : y.fitterer at ram.ac.uk
Marylebone Rd, London, NW1 5HT
Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364
  




From sw-lists at onyx.net  Wed Nov 28 07:23:16 2001
From: sw-lists at onyx.net (Simon Woodward)
Date: 28 Nov 2001 12:23:16 +0000
Subject: [rt-users] Missing replies
Message-ID: <1006950196.2060.79.camel@brockrigg.onyx.net>

Hi All,

Our support guys have bought a possible issue to my attention. It seems
that some correspondence is not being sent out from the ticket system.
It hasn't been many, but enough to raise suspicions with customers
phoning asking about the status of their problem and wondering why they
haven't been answered, when in fact they have.

We are using qmail as the mailer, and the vast majority of replies /
comments / auto responses get through with no problem. However the ones
that haven't there has not even been a corresponding entry in the log
files to show that delivery has even been attempted.

In config.pm:

$MailCommand = 'sendmailpipe';
$SendmailArguments="-t";
$SendmailPath = "/var/qmail/bin/sendmail";

In Queue Scrips:

OnCreate AutoreplyToRequestors with template 1st Line Autoreply       
OnResolve NotifyRequestors with template 1st Line ticket
resolution       
OnCorrespond NotifyRequestors with template Correspondence

Any ideas / comments / suggestions appreciated.

TIA,

Simon.




From mick at multinet.no  Wed Nov 28 08:07:10 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Wed, 28 Nov 2001 14:07:10 +0100
Subject: [rt-users] empty reply's
Message-ID: <3C04E17E.7010202@multinet.no>

Hi there!
Upgraded my rt-2.0.4 to 2.0.9, and moved it over to another machine, 
everything went well and seems to be working good!
Only problem is that once in between when i reply to a ticket trough the 
webui, the reply i type in doesnt come in the mail the recipient gets.
They get all of the message exept what i type in (the reply txt etc. is 
there)

Anyone have any ideas what can be wrong?

Best Regards
Tore




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From mick at multinet.no  Wed Nov 28 09:01:55 2001
From: mick at multinet.no (Tore Micaelsen)
Date: Wed, 28 Nov 2001 15:01:55 +0100
Subject: [rt-users] empty reply's (more)
Message-ID: <3C04EE53.2040109@multinet.no>

Get this in the logs!
WebRT: No ticket specified () 

Best Regards
Tore




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From jesse at bestpractical.com  Wed Nov 28 11:21:40 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Nov 2001 11:21:40 -0500
Subject: [rt-users] empty reply's
In-Reply-To: <3C04E17E.7010202@multinet.no>; from mick@multinet.no on Wed, Nov 28, 2001 at 02:07:10PM +0100
References: <3C04E17E.7010202@multinet.no>
Message-ID: <20011128112140.X5467@pallas.fsck.com>

That's "weird".  Have you tried another browser? 
Does your reply show up in the ticket history?


On Wed, Nov 28, 2001 at 02:07:10PM +0100, Tore Micaelsen wrote:
> Hi there!
> Upgraded my rt-2.0.4 to 2.0.9, and moved it over to another machine, 
> everything went well and seems to be working good!
> Only problem is that once in between when i reply to a ticket trough the 
> webui, the reply i type in doesnt come in the mail the recipient gets.
> They get all of the message exept what i type in (the reply txt etc. is 
> there)
> 
> Anyone have any ideas what can be wrong?
> 
> Best Regards
> Tore
> 
> 
> 
> 
> ----------------------------------------------------------
>    Secure your mail with MultiNet AS - www.multinet.no
> ----------------------------------------------------------
> This mail has been scanned for viruses by moya.multinet.no 
> using AmaVis-Perl-11 with the following virus engines:
> Kaspersky Labs, F-Secure, Sophos and Innoculate with
> virus signaturefiles checked and updated every hour.
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Wed Nov 28 11:26:57 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Nov 2001 11:26:57 -0500
Subject: [rt-users] Missing replies
In-Reply-To: <1006950196.2060.79.camel@brockrigg.onyx.net>; from sw-lists@onyx.net on Wed, Nov 28, 2001 at 12:23:16PM +0000
References: <1006950196.2060.79.camel@brockrigg.onyx.net>
Message-ID: <20011128112657.Z5467@pallas.fsck.com>

If you can find some way to reliably replicate the problem, then it'll
be much easier to figure out how to fix it.....

	-j


On Wed, Nov 28, 2001 at 12:23:16PM +0000, Simon Woodward wrote:
> Hi All,
> 
> Our support guys have bought a possible issue to my attention. It seems
> that some correspondence is not being sent out from the ticket system.
> It hasn't been many, but enough to raise suspicions with customers
> phoning asking about the status of their problem and wondering why they
> haven't been answered, when in fact they have.
> 
> We are using qmail as the mailer, and the vast majority of replies /
> comments / auto responses get through with no problem. However the ones
> that haven't there has not even been a corresponding entry in the log
> files to show that delivery has even been attempted.
> 
> In config.pm:
> 
> $MailCommand = 'sendmailpipe';
> $SendmailArguments="-t";
> $SendmailPath = "/var/qmail/bin/sendmail";
> 
> In Queue Scrips:
> 
> OnCreate AutoreplyToRequestors with template 1st Line Autoreply       
> OnResolve NotifyRequestors with template 1st Line ticket
> resolution       
> OnCorrespond NotifyRequestors with template Correspondence
> 
> Any ideas / comments / suggestions appreciated.
> 
> TIA,
> 
> Simon.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Wed Nov 28 11:58:06 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Nov 2001 11:58:06 -0500
Subject: [rt-users] UserObj info into a  template
In-Reply-To: <20011127180517.E11645@dagda.aslab.com>; from agould@aslab.com on Tue, Nov 27, 2001 at 06:05:17PM -0800
References: <20011116204941.D19797@dagda.aslab.com> <20011117133945.C768@pallas.fsck.com> <20011127180517.E11645@dagda.aslab.com>
Message-ID: <20011128115806.A5467@pallas.fsck.com>

So, why not just use $Ticket->Requestors within your template and iterate
through them. 

my $requestors = $Ticket->Requestors;
while (my $r = $requestors->Next) {
	$userobj = $r->UserObj();

	#do what you want here.
}


On Tue, Nov 27, 2001 at 06:05:17PM -0800, Ashley Gould wrote:
> I really needed more than the requestor's email.  I created a new scrip
> action and modified RT::Template a bit to to get a real UserObj into my
> new template.  RT now sends our custom RMA form to requestors whenever a
> ticket is moved into our site's rma queue.  It is klugie, but works
> well.  What is really needed is a new "rma" object which can be attached
> to a ticket.  I've included some of the details below.
> 
> RT is sweet.  I'm having so much fun.
> 
> ashley
> 
> 
> 
> 
> --------------------------------------
> The Action:
> 
> I set up the scrip action NotifyRequestorOwnerCcWithRMA.  The action had
> to provide a UserObj to the template RMA form.  The stock RT template
> system only receives a TicketObj and a TransactionObj.  First I created
> a new action which grabs the UserObj of the first requester of the
> ticket and passes it to the template handler.  The ugly part is there
> can be _only_one_ requester per ticket: since RT::Ticket::Requestors
> returns a hash of Watcher objects, there is no way to guarentee the
> which requestor will be grabbed for a UserObj if there are more than
> one.
> 
> 
> These are the relevent parts of rt2/lib/RT/Action/NotifyWithRMA.pm:
> 
> 
> package RT::Action::NotifyWithRMA;
> require RT::Action::SendEmail;
> require RT::Action::Notify;
> @ISA = qw(RT::Action::Notify);
> 
> 
> # {{{ sub Prepare
> 
> # Same as RT::Action::Sendmail::Prepare but adds a $UserObj to the call
> # to RT::Template::Parse.
> 
> sub Prepare  {
> 
> _snip_
> 
>   # Ashley's hack
>   # Get a user object from $self->TicketObj
>   $RT::Logger->debug("RT::Action::NotifyWithRMA.pm\n");
> 
>   my $UserObj = $self->TicketObj->Requestors->Next->OwnerObj();
>   $RT::Logger->debug("$UserObj\n");
> 
> 
> # Ashley added the UserObj
>   $self->TemplateObj->Parse(Argument => $self->Argument,
>                             TicketObj => $self->TicketObj,
>                             TransactionObj => $self->TransactionObj,
>                             UserObj => $UserObj);
> 
> _snip_
> 
> 
> 
> 
> 
> 
> Next I modified RT::Template to accept a UserObj.  This was just a minor
> change in RT::Template::_ParseContent:
> 
> 
> # {{{ sub _ParseContent
> 
> # Perform Template substitutions on the Body
> # Ashley's hack: include a UserObj in $T
> 
> sub _ParseContent  {
>   my $self=shift;
>   my %args = ( Argument => undef,
>                TicketObj => undef,
>                UserObj => undef,        # Ashley's hack
>                TransactionObj => undef,
>                @_);
> 
>   $RT::Logger->debug("RT::Template: $args{'UserObj'}\n");
> 
>   # Might be subject to change
>   require Text::Template;
> 
>   $T::Ticket = $args{'TicketObj'};
>   $T::Transaction = $args{'TransactionObj'};
>   $T::Argument = $args{'Argument'};
>   $T::rtname=$RT::rtname;
>   $T::WebRT=$RT::WebRT;
>   $T::User = $args{'UserObj'};          # Ashley's hack
> 
> 
>   $RT::Logger->debug("RT::Template: $T::User\n");
> 
>   # We need to untaint the content of the template, since we'll be working
>   # with it
>   my $content = $self->Content();
>   $content =~ s/^(.*)$/$1/;
>   $template=Text::Template->new(TYPE=>STRING,
>                                 SOURCE=>$content);
> 
>   return ($template->fill_in(PACKAGE=>T));
> }
> # }}}
> 
> 
> 
> 
> 
> 
> 
> 
> On Sat, Nov 17, 2001 at 01:39:45PM -0500, Jesse Vincent wrote:
> > 
> > 
> > 
> > On Fri, Nov 16, 2001 at 08:49:41PM -0800, Ashley Gould wrote:
> > > HI list,
> > > 
> > > I'm creating a template which sends a filled in RMA form to requestors.
> > > I need to catch the requestor's user information.  But from what I can
> > > see a TemplateObj only knows about Ticket objects and Transaction objects.
> > > And something called Argument:
> > 
> > 
> > So, you can get the Requestors out of the ticket object like this:
> > 
> > { $Ticket->RequestorsAsString }
> > 
> > 
> > -- 
> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jay at mojomole.com  Wed Nov 28 12:18:14 2001
From: jay at mojomole.com (Jay Kramer)
Date: Wed, 28 Nov 2001 11:18:14 -0600
Subject: [rt-users] Date formatting...
Message-ID: <000a01c17830$ad1d5ab0$cd01a8c0@acexp>

Okay, the date formatting in RT, can I change it to not be military times, and show normal times like 5:30PM and 4:00AM instead of 17:30 and 4:00..  ;)  Its throwing the simpleminded out of wack :)

jay

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From hollow1 at cc.gatech.edu  Wed Nov 28 13:00:31 2001
From: hollow1 at cc.gatech.edu (James Adam Sigler)
Date: Wed, 28 Nov 2001 13:00:31 -0500 (EST)
Subject: [rt-users] MAJOR PROBLEM (Jesse)
In-Reply-To: <006401c177a3$922d4720$7a64a8c0@pc.unico.com.au>
Message-ID: <Pine.LNX.4.33.0111281258440.21415-100000@voltaire-lnx.cc.gatech.edu>

There is no new function in the Handle.pm file. This of course I new 
yesterday. I have tried a complete reintsall and recompile of everything 
associated with perl and rt inclkuding an upgrade to perl 5.6.1. If 
someone has a Handle.pm file with a new method and could supply it to me I 
would be most grateful.

	Thanks.

On Wed, 28 Nov 2001, Greg Boug wrote:

> In Perl, it usually means a package hasn't been included in
> the use list, but its attempting to be referenced. Have a look
> at lib/RT.pm and make sure somewhere near the top has this line:
> 
> 	use RT::Handle;
> 
> It could also be:
> 
> 	require RT::Handle;
> 
> If either are there, might be worth checking that there _is_ a 'new'
> function in RT::Handle... It'll be in ac631/rt2/lib/RT/Handle.pm.
> Search for 'sub new' in that file... It should be there, I would
> doubt Jesse would do something silly like forget to add in a new
> function... ;-)
> 
> Assuming that is there, you will then want to check that ac631/rt2/lib
> is one of the directories in the perl library path for that program.
> Its contained in the @INC array... Add the following to the top
> of the script:
> 
> BEGIN {
> 	print STDERR join(",", @INC) . "\n";
> }
> 
> The STDERR stuff will be printed to the error log...
> 
> If its not in the list, then you will need to add it... I
> can't remember how RT likes this done off the top of my
> head, hopefully Jesse remembers... ;-) Just make sure you
> put in the _full_ path as that is what Perl will be
> expecting...
> 
> I'm assuming this is going to work with Mason... I'm sure someone will
> correct me if its not going to work... ;-)
> 
> Hope this helps :-)
> 
> Greg
> 
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of James Adam Sigler
> > Sent: Wednesday, 28 November 2001 10:54 AM
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] MAJOR PROBLEM
> >
> >
> >
> > I desperately need some help with my little problem. After compiling
> > installing and configuring every piece of software required by RT using
> > perl5.005_03, and after editing the httpd.conf file. The error I get when
> > attemptting to use the web interface is as follows [Error] Can't locate
> > object method new in package RT::Handle at ac631/rt2/lib/RT.pm at line 26.
> > This error arrives in my httpd error_log file. Let me know how to
> > fix this
> > please.
> >
> > --
> >
> > 		Sincerely,
> > 			-James Adam Sigler-
> >
> >
> >
> > James Adam Sigler
> > College of Computing
> > Georgia Tech
> > Phone: 404-385-0391
> > Office: CoC 211
> > Email: hollow1 at cc.gatech.edu
> >
> >
> >
> > _______________________________________________
> > 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
> 

-- 

		Sincerely,					
			-James Adam Sigler-



James Adam Sigler
College of Computing
Georgia Tech
Phone: 404-385-0391
Office: CoC 211
Email: hollow1 at cc.gatech.edu





From jesse at bestpractical.com  Wed Nov 28 13:30:15 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Nov 2001 13:30:15 -0500
Subject: [rt-users] MAJOR PROBLEM (Jesse)
In-Reply-To: <Pine.LNX.4.33.0111281258440.21415-100000@voltaire-lnx.cc.gatech.edu>; from hollow1@cc.gatech.edu on Wed, Nov 28, 2001 at 01:00:31PM -0500
References: <006401c177a3$922d4720$7a64a8c0@pc.unico.com.au> <Pine.LNX.4.33.0111281258440.21415-100000@voltaire-lnx.cc.gatech.edu>
Message-ID: <20011128133015.B5467@pallas.fsck.com>

Handle.pm is a subclass of DBIx::SearchBuilder::Handle::$DatabaseType.

the new method is in a superclass.  Sounds like you've 
set $DatabaseType wrong in config.pm or something.



On Wed, Nov 28, 2001 at 01:00:31PM -0500, James Adam Sigler wrote:
> 
> There is no new function in the Handle.pm file. This of course I new 
> yesterday. I have tried a complete reintsall and recompile of everything 
> associated with perl and rt inclkuding an upgrade to perl 5.6.1. If 
> someone has a Handle.pm file with a new method and could supply it to me I 
> would be most grateful.
> 
> 	Thanks.
> 
> On Wed, 28 Nov 2001, Greg Boug wrote:
> 
> > In Perl, it usually means a package hasn't been included in
> > the use list, but its attempting to be referenced. Have a look
> > at lib/RT.pm and make sure somewhere near the top has this line:
> > 
> > 	use RT::Handle;
> > 
> > It could also be:
> > 
> > 	require RT::Handle;
> > 
> > If either are there, might be worth checking that there _is_ a 'new'
> > function in RT::Handle... It'll be in ac631/rt2/lib/RT/Handle.pm.
> > Search for 'sub new' in that file... It should be there, I would
> > doubt Jesse would do something silly like forget to add in a new
> > function... ;-)
> > 
> > Assuming that is there, you will then want to check that ac631/rt2/lib
> > is one of the directories in the perl library path for that program.
> > Its contained in the @INC array... Add the following to the top
> > of the script:
> > 
> > BEGIN {
> > 	print STDERR join(",", @INC) . "\n";
> > }
> > 
> > The STDERR stuff will be printed to the error log...
> > 
> > If its not in the list, then you will need to add it... I
> > can't remember how RT likes this done off the top of my
> > head, hopefully Jesse remembers... ;-) Just make sure you
> > put in the _full_ path as that is what Perl will be
> > expecting...
> > 
> > I'm assuming this is going to work with Mason... I'm sure someone will
> > correct me if its not going to work... ;-)
> > 
> > Hope this helps :-)
> > 
> > Greg
> > 
> > > -----Original Message-----
> > > From: rt-users-admin at lists.fsck.com
> > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of James Adam Sigler
> > > Sent: Wednesday, 28 November 2001 10:54 AM
> > > To: rt-users at lists.fsck.com
> > > Subject: [rt-users] MAJOR PROBLEM
> > >
> > >
> > >
> > > I desperately need some help with my little problem. After compiling
> > > installing and configuring every piece of software required by RT using
> > > perl5.005_03, and after editing the httpd.conf file. The error I get when
> > > attemptting to use the web interface is as follows [Error] Can't locate
> > > object method new in package RT::Handle at ac631/rt2/lib/RT.pm at line 26.
> > > This error arrives in my httpd error_log file. Let me know how to
> > > fix this
> > > please.
> > >
> > > --
> > >
> > > 		Sincerely,
> > > 			-James Adam Sigler-
> > >
> > >
> > >
> > > James Adam Sigler
> > > College of Computing
> > > Georgia Tech
> > > Phone: 404-385-0391
> > > Office: CoC 211
> > > Email: hollow1 at cc.gatech.edu
> > >
> > >
> > >
> > > _______________________________________________
> > > 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
> > 
> 
> -- 
> 
> 		Sincerely,					
> 			-James Adam Sigler-
> 
> 
> 
> James Adam Sigler
> College of Computing
> Georgia Tech
> Phone: 404-385-0391
> Office: CoC 211
> Email: hollow1 at cc.gatech.edu
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From psneto at telepar.com.br  Wed Nov 28 16:38:02 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Wed, 28 Nov 2001 19:38:02 -0200
Subject: [rt-users] RT2 and DBI problems
Message-ID: <3D98391A7EA2D31192E5000629385A9605DF319D@correio.telepar.com.br>

Hello !

I have installed RT2, checked all the documentation but I can't resolve an
issue with DBI. I think the following lines describes the problem better
than my poor english :-)
I know DBI and Apache::DBI are diferent modules, and I think somebody is
calling the wrong one. Any help ?

Thanks in advance,

Presciliano

------ I've installed all the RT2 dependencies with CPAN, and Apache::DBI
again by hand ...

cpan> install DBI
DBI is up to date.

cpan> install Apache::DBI
Apache::DBI is up to date.

cpan> exit
Lockfile removed.

------- http.conf
...
<VirtualHost *>
    DocumentRoot /usr/local/rt2/WebRT/html
    ServerName security.telepar.net.br
    PerlModule Apache::DBI
    PerlFreshRestart On
    PerlRequire /usr/local/rt2/bin/webmux.pl
    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
</VirtualHost>
...

------ httpd loads fine

[root at pinguim /root]# /usr/local/apache/bin/apachectl restart
/usr/local/apache/bin/apachectl restart: httpd restarted

------ Tried to load RT2 page in a browser. Received the Internal Server 500
error

[root at pinguim /root]# tail /usr/local/apache/logs/error_log 
[Wed Nov 28 17:08:42 2001] [notice] SIGHUP received.  Attempting to restart
[Wed Nov 28 17:08:42 2001] [notice] Apache/1.3.20 (Unix) PHP/4.0.6
mod_perl/1.26 configured -- resuming normal operations
[Wed Nov 28 17:08:56 2001] [error] Can't locate object method "connect" via
package "Apache::DBI::connect" at
/usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.

[root at pinguim /root]# find / -name DBI.pm
/usr/lib/perl5/site_perl/5.6.0/i386-linux/Bundle/DBI.pm
/usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
/usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/DBI.pm
/usr/lib/perl5/site_perl/5.6.0/Apache/DBI.pm



From jesse at bestpractical.com  Wed Nov 28 16:53:30 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Nov 2001 16:53:30 -0500
Subject: [rt-users] RT2 and DBI problems
In-Reply-To: <3D98391A7EA2D31192E5000629385A9605DF319D@correio.telepar.com.br>; from psneto@telepar.com.br on Wed, Nov 28, 2001 at 07:38:02PM -0200
References: <3D98391A7EA2D31192E5000629385A9605DF319D@correio.telepar.com.br>
Message-ID: <20011128165330.C5467@pallas.fsck.com>

what does perl -v tell you?


On Wed, Nov 28, 2001 at 07:38:02PM -0200, Presciliano dos Santos Neto wrote:
> Hello !
> 
> I have installed RT2, checked all the documentation but I can't resolve an
> issue with DBI. I think the following lines describes the problem better
> than my poor english :-)
> I know DBI and Apache::DBI are diferent modules, and I think somebody is
> calling the wrong one. Any help ?
> 
> Thanks in advance,
> 
> Presciliano
> 
> ------ I've installed all the RT2 dependencies with CPAN, and Apache::DBI
> again by hand ...
> 
> cpan> install DBI
> DBI is up to date.
> 
> cpan> install Apache::DBI
> Apache::DBI is up to date.
> 
> cpan> exit
> Lockfile removed.
> 
> ------- http.conf
> ...
> <VirtualHost *>
>     DocumentRoot /usr/local/rt2/WebRT/html
>     ServerName security.telepar.net.br
>     PerlModule Apache::DBI
>     PerlFreshRestart On
>     PerlRequire /usr/local/rt2/bin/webmux.pl
>     <Location />
>         SetHandler perl-script
>         PerlHandler RT::Mason
>     </Location>
> </VirtualHost>
> ...
> 
> ------ httpd loads fine
> 
> [root at pinguim /root]# /usr/local/apache/bin/apachectl restart
> /usr/local/apache/bin/apachectl restart: httpd restarted
> 
> ------ Tried to load RT2 page in a browser. Received the Internal Server 500
> error
> 
> [root at pinguim /root]# tail /usr/local/apache/logs/error_log 
> [Wed Nov 28 17:08:42 2001] [notice] SIGHUP received.  Attempting to restart
> [Wed Nov 28 17:08:42 2001] [notice] Apache/1.3.20 (Unix) PHP/4.0.6
> mod_perl/1.26 configured -- resuming normal operations
> [Wed Nov 28 17:08:56 2001] [error] Can't locate object method "connect" via
> package "Apache::DBI::connect" at
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> 
> [root at pinguim /root]# find / -name DBI.pm
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/Bundle/DBI.pm
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
> /usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/DBI.pm
> /usr/lib/perl5/site_perl/5.6.0/Apache/DBI.pm
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From agould at aslab.com  Wed Nov 28 17:00:18 2001
From: agould at aslab.com (Ashley Gould)
Date: Wed, 28 Nov 2001 14:00:18 -0800
Subject: [rt-users] UserObj info into a  template
In-Reply-To: <20011128115806.A5467@pallas.fsck.com>; from jesse@bestpractical.com on Wed, Nov 28, 2001 at 11:58:06AM -0500
References: <20011116204941.D19797@dagda.aslab.com> <20011117133945.C768@pallas.fsck.com> <20011127180517.E11645@dagda.aslab.com> <20011128115806.A5467@pallas.fsck.com>
Message-ID: <20011128140018.H11645@dagda.aslab.com>

I knew there was a simple way.

I didn't realized I could put whole code segments inside a template.
Does it have to be set off with {..}?

ashley


On Wed, Nov 28, 2001 at 11:58:06AM -0500, Jesse Vincent wrote:
> So, why not just use $Ticket->Requestors within your template and iterate
> through them. 
> 
> my $requestors = $Ticket->Requestors;
> while (my $r = $requestors->Next) {
> 	$userobj = $r->UserObj();
> 
> 	#do what you want here.
> }
> 
> 
> On Tue, Nov 27, 2001 at 06:05:17PM -0800, Ashley Gould wrote:
> > I really needed more than the requestor's email.  I created a new scrip
> > action and modified RT::Template a bit to to get a real UserObj into my
> > new template.  RT now sends our custom RMA form to requestors whenever a
> > ticket is moved into our site's rma queue.  It is klugie, but works
> > well.  What is really needed is a new "rma" object which can be attached
> > to a ticket.  I've included some of the details below.
> > 
> > RT is sweet.  I'm having so much fun.
> > 
> > ashley
> > 
> > 
> > 
> > 
> > --------------------------------------
> > The Action:
> > 
> > I set up the scrip action NotifyRequestorOwnerCcWithRMA.  The action had
> > to provide a UserObj to the template RMA form.  The stock RT template
> > system only receives a TicketObj and a TransactionObj.  First I created
> > a new action which grabs the UserObj of the first requester of the
> > ticket and passes it to the template handler.  The ugly part is there
> > can be _only_one_ requester per ticket: since RT::Ticket::Requestors
> > returns a hash of Watcher objects, there is no way to guarentee the
> > which requestor will be grabbed for a UserObj if there are more than
> > one.
> > 
> > 
> > These are the relevent parts of rt2/lib/RT/Action/NotifyWithRMA.pm:
> > 
> > 
> > package RT::Action::NotifyWithRMA;
> > require RT::Action::SendEmail;
> > require RT::Action::Notify;
> > @ISA = qw(RT::Action::Notify);
> > 
> > 
> > # {{{ sub Prepare
> > 
> > # Same as RT::Action::Sendmail::Prepare but adds a $UserObj to the call
> > # to RT::Template::Parse.
> > 
> > sub Prepare  {
> > 
> > _snip_
> > 
> >   # Ashley's hack
> >   # Get a user object from $self->TicketObj
> >   $RT::Logger->debug("RT::Action::NotifyWithRMA.pm\n");
> > 
> >   my $UserObj = $self->TicketObj->Requestors->Next->OwnerObj();
> >   $RT::Logger->debug("$UserObj\n");
> > 
> > 
> > # Ashley added the UserObj
> >   $self->TemplateObj->Parse(Argument => $self->Argument,
> >                             TicketObj => $self->TicketObj,
> >                             TransactionObj => $self->TransactionObj,
> >                             UserObj => $UserObj);
> > 
> > _snip_
> > 
> > 
> > 
> > 
> > 
> > 
> > Next I modified RT::Template to accept a UserObj.  This was just a minor
> > change in RT::Template::_ParseContent:
> > 
> > 
> > # {{{ sub _ParseContent
> > 
> > # Perform Template substitutions on the Body
> > # Ashley's hack: include a UserObj in $T
> > 
> > sub _ParseContent  {
> >   my $self=shift;
> >   my %args = ( Argument => undef,
> >                TicketObj => undef,
> >                UserObj => undef,        # Ashley's hack
> >                TransactionObj => undef,
> >                @_);
> > 
> >   $RT::Logger->debug("RT::Template: $args{'UserObj'}\n");
> > 
> >   # Might be subject to change
> >   require Text::Template;
> > 
> >   $T::Ticket = $args{'TicketObj'};
> >   $T::Transaction = $args{'TransactionObj'};
> >   $T::Argument = $args{'Argument'};
> >   $T::rtname=$RT::rtname;
> >   $T::WebRT=$RT::WebRT;
> >   $T::User = $args{'UserObj'};          # Ashley's hack
> > 
> > 
> >   $RT::Logger->debug("RT::Template: $T::User\n");
> > 
> >   # We need to untaint the content of the template, since we'll be working
> >   # with it
> >   my $content = $self->Content();
> >   $content =~ s/^(.*)$/$1/;
> >   $template=Text::Template->new(TYPE=>STRING,
> >                                 SOURCE=>$content);
> > 
> >   return ($template->fill_in(PACKAGE=>T));
> > }
> > # }}}
> > 
> > 
> > 
> > 
> > 
> > 
> > 
> > 
> > On Sat, Nov 17, 2001 at 01:39:45PM -0500, Jesse Vincent wrote:
> > > 
> > > 
> > > 
> > > On Fri, Nov 16, 2001 at 08:49:41PM -0800, Ashley Gould wrote:
> > > > HI list,
> > > > 
> > > > I'm creating a template which sends a filled in RMA form to requestors.
> > > > I need to catch the requestor's user information.  But from what I can
> > > > see a TemplateObj only knows about Ticket objects and Transaction objects.
> > > > And something called Argument:
> > > 
> > > 
> > > So, you can get the Requestors out of the ticket object like this:
> > > 
> > > { $Ticket->RequestorsAsString }
> > > 
> > > 
> > > -- 
> > > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From justin at flipdog.com  Wed Nov 28 16:57:56 2001
From: justin at flipdog.com (Justin Wood)
Date: 28 Nov 2001 14:57:56 -0700
Subject: [rt-users] requestor-mode ui?
Message-ID: <1006984676.2309.13.camel@marsellus.corp.flipdog.com>

This may be obvious, but I haven't been able to find how to access the
requestor-mode ui in the documentation or browsing the code.  Can anyone
provide me with the necessary URL?

Thanks in advance,

Justin.
-- 
----------------------------------------------------------
Justin Wood				justin at flipdog.com
Systems Administrator
FlipDog.com			   http://www.flipdog.com/
----------------------------------------------------------




From jesse at bestpractical.com  Wed Nov 28 17:13:31 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Nov 2001 17:13:31 -0500
Subject: [rt-users] UserObj info into a  template
In-Reply-To: <20011128140018.H11645@dagda.aslab.com>; from agould@aslab.com on Wed, Nov 28, 2001 at 02:00:18PM -0800
References: <20011116204941.D19797@dagda.aslab.com> <20011117133945.C768@pallas.fsck.com> <20011127180517.E11645@dagda.aslab.com> <20011128115806.A5467@pallas.fsck.com> <20011128140018.H11645@dagda.aslab.com>
Message-ID: <20011128171331.D5467@pallas.fsck.com>

templates are Text::Template templates.

perldoc  Text::Template should give you full docs.



On Wed, Nov 28, 2001 at 02:00:18PM -0800, Ashley Gould wrote:
> I knew there was a simple way.
> 
> I didn't realized I could put whole code segments inside a template.
> Does it have to be set off with {..}?
> 
> ashley
> 
> 
> On Wed, Nov 28, 2001 at 11:58:06AM -0500, Jesse Vincent wrote:
> > So, why not just use $Ticket->Requestors within your template and iterate
> > through them. 
> > 
> > my $requestors = $Ticket->Requestors;
> > while (my $r = $requestors->Next) {
> > 	$userobj = $r->UserObj();
> > 
> > 	#do what you want here.
> > }
> > 
> > 
> > On Tue, Nov 27, 2001 at 06:05:17PM -0800, Ashley Gould wrote:
> > > I really needed more than the requestor's email.  I created a new scrip
> > > action and modified RT::Template a bit to to get a real UserObj into my
> > > new template.  RT now sends our custom RMA form to requestors whenever a
> > > ticket is moved into our site's rma queue.  It is klugie, but works
> > > well.  What is really needed is a new "rma" object which can be attached
> > > to a ticket.  I've included some of the details below.
> > > 
> > > RT is sweet.  I'm having so much fun.
> > > 
> > > ashley
> > > 
> > > 
> > > 
> > > 
> > > --------------------------------------
> > > The Action:
> > > 
> > > I set up the scrip action NotifyRequestorOwnerCcWithRMA.  The action had
> > > to provide a UserObj to the template RMA form.  The stock RT template
> > > system only receives a TicketObj and a TransactionObj.  First I created
> > > a new action which grabs the UserObj of the first requester of the
> > > ticket and passes it to the template handler.  The ugly part is there
> > > can be _only_one_ requester per ticket: since RT::Ticket::Requestors
> > > returns a hash of Watcher objects, there is no way to guarentee the
> > > which requestor will be grabbed for a UserObj if there are more than
> > > one.
> > > 
> > > 
> > > These are the relevent parts of rt2/lib/RT/Action/NotifyWithRMA.pm:
> > > 
> > > 
> > > package RT::Action::NotifyWithRMA;
> > > require RT::Action::SendEmail;
> > > require RT::Action::Notify;
> > > @ISA = qw(RT::Action::Notify);
> > > 
> > > 
> > > # {{{ sub Prepare
> > > 
> > > # Same as RT::Action::Sendmail::Prepare but adds a $UserObj to the call
> > > # to RT::Template::Parse.
> > > 
> > > sub Prepare  {
> > > 
> > > _snip_
> > > 
> > >   # Ashley's hack
> > >   # Get a user object from $self->TicketObj
> > >   $RT::Logger->debug("RT::Action::NotifyWithRMA.pm\n");
> > > 
> > >   my $UserObj = $self->TicketObj->Requestors->Next->OwnerObj();
> > >   $RT::Logger->debug("$UserObj\n");
> > > 
> > > 
> > > # Ashley added the UserObj
> > >   $self->TemplateObj->Parse(Argument => $self->Argument,
> > >                             TicketObj => $self->TicketObj,
> > >                             TransactionObj => $self->TransactionObj,
> > >                             UserObj => $UserObj);
> > > 
> > > _snip_
> > > 
> > > 
> > > 
> > > 
> > > 
> > > 
> > > Next I modified RT::Template to accept a UserObj.  This was just a minor
> > > change in RT::Template::_ParseContent:
> > > 
> > > 
> > > # {{{ sub _ParseContent
> > > 
> > > # Perform Template substitutions on the Body
> > > # Ashley's hack: include a UserObj in $T
> > > 
> > > sub _ParseContent  {
> > >   my $self=shift;
> > >   my %args = ( Argument => undef,
> > >                TicketObj => undef,
> > >                UserObj => undef,        # Ashley's hack
> > >                TransactionObj => undef,
> > >                @_);
> > > 
> > >   $RT::Logger->debug("RT::Template: $args{'UserObj'}\n");
> > > 
> > >   # Might be subject to change
> > >   require Text::Template;
> > > 
> > >   $T::Ticket = $args{'TicketObj'};
> > >   $T::Transaction = $args{'TransactionObj'};
> > >   $T::Argument = $args{'Argument'};
> > >   $T::rtname=$RT::rtname;
> > >   $T::WebRT=$RT::WebRT;
> > >   $T::User = $args{'UserObj'};          # Ashley's hack
> > > 
> > > 
> > >   $RT::Logger->debug("RT::Template: $T::User\n");
> > > 
> > >   # We need to untaint the content of the template, since we'll be working
> > >   # with it
> > >   my $content = $self->Content();
> > >   $content =~ s/^(.*)$/$1/;
> > >   $template=Text::Template->new(TYPE=>STRING,
> > >                                 SOURCE=>$content);
> > > 
> > >   return ($template->fill_in(PACKAGE=>T));
> > > }
> > > # }}}
> > > 
> > > 
> > > 
> > > 
> > > 
> > > 
> > > 
> > > 
> > > On Sat, Nov 17, 2001 at 01:39:45PM -0500, Jesse Vincent wrote:
> > > > 
> > > > 
> > > > 
> > > > On Fri, Nov 16, 2001 at 08:49:41PM -0800, Ashley Gould wrote:
> > > > > HI list,
> > > > > 
> > > > > I'm creating a template which sends a filled in RMA form to requestors.
> > > > > I need to catch the requestor's user information.  But from what I can
> > > > > see a TemplateObj only knows about Ticket objects and Transaction objects.
> > > > > And something called Argument:
> > > > 
> > > > 
> > > > So, you can get the Requestors out of the ticket object like this:
> > > > 
> > > > { $Ticket->RequestorsAsString }
> > > > 
> > > > 
> > > > -- 
> > > > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> > > 
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > 
> > 
> > -- 
> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From hollow1 at cc.gatech.edu  Wed Nov 28 18:00:56 2001
From: hollow1 at cc.gatech.edu (James Adam Sigler)
Date: Wed, 28 Nov 2001 18:00:56 -0500 (EST)
Subject: [rt-users] RT access broken
Message-ID: <Pine.LNX.4.33.0111281758240.21415-100000@voltaire-lnx.cc.gatech.edu>

RT claims it cannot write to  session directory even though the 
permissions are configured correctly and the group is confgiured correctly 
and stuff. Apache Sessin manages to wirte a lockfile into this directory 
and the system still claims it cannot write into this directory.

-- 

		Sincerely,					
			-James Adam Sigler-



James Adam Sigler
College of Computing
Georgia Tech
Phone: 404-385-0391
Office: CoC 211
Email: hollow1 at cc.gatech.edu





From hollow1 at cc.gatech.edu  Wed Nov 28 18:02:31 2001
From: hollow1 at cc.gatech.edu (James Adam Sigler)
Date: Wed, 28 Nov 2001 18:02:31 -0500 (EST)
Subject: [rt-users] RT2 and DBI problems
In-Reply-To: <3D98391A7EA2D31192E5000629385A9605DF319D@correio.telepar.com.br>
Message-ID: <Pine.LNX.4.33.0111281801450.21415-100000@voltaire-lnx.cc.gatech.edu>

Instead of the line in your httpd.conf file PerlModule Apache::DBI to just 
DBI. 

Adam

On Wed, 28 Nov 2001, Presciliano dos Santos Neto wrote:

> Hello !
> 
> I have installed RT2, checked all the documentation but I can't resolve an
> issue with DBI. I think the following lines describes the problem better
> than my poor english :-)
> I know DBI and Apache::DBI are diferent modules, and I think somebody is
> calling the wrong one. Any help ?
> 
> Thanks in advance,
> 
> Presciliano
> 
> ------ I've installed all the RT2 dependencies with CPAN, and Apache::DBI
> again by hand ...
> 
> cpan> install DBI
> DBI is up to date.
> 
> cpan> install Apache::DBI
> Apache::DBI is up to date.
> 
> cpan> exit
> Lockfile removed.
> 
> ------- http.conf
> ...
> <VirtualHost *>
>     DocumentRoot /usr/local/rt2/WebRT/html
>     ServerName security.telepar.net.br
>     PerlModule Apache::DBI
>     PerlFreshRestart On
>     PerlRequire /usr/local/rt2/bin/webmux.pl
>     <Location />
>         SetHandler perl-script
>         PerlHandler RT::Mason
>     </Location>
> </VirtualHost>
> ...
> 
> ------ httpd loads fine
> 
> [root at pinguim /root]# /usr/local/apache/bin/apachectl restart
> /usr/local/apache/bin/apachectl restart: httpd restarted
> 
> ------ Tried to load RT2 page in a browser. Received the Internal Server 500
> error
> 
> [root at pinguim /root]# tail /usr/local/apache/logs/error_log 
> [Wed Nov 28 17:08:42 2001] [notice] SIGHUP received.  Attempting to restart
> [Wed Nov 28 17:08:42 2001] [notice] Apache/1.3.20 (Unix) PHP/4.0.6
> mod_perl/1.26 configured -- resuming normal operations
> [Wed Nov 28 17:08:56 2001] [error] Can't locate object method "connect" via
> package "Apache::DBI::connect" at
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> 
> [root at pinguim /root]# find / -name DBI.pm
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/Bundle/DBI.pm
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
> /usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/DBI.pm
> /usr/lib/perl5/site_perl/5.6.0/Apache/DBI.pm
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 

		Sincerely,					
			-James Adam Sigler-



James Adam Sigler
College of Computing
Georgia Tech
Phone: 404-385-0391
Office: CoC 211
Email: hollow1 at cc.gatech.edu





From jesse at bestpractical.com  Wed Nov 28 23:28:47 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Nov 2001 23:28:47 -0500
Subject: [rt-users] Date formatting...
In-Reply-To: <000a01c17830$ad1d5ab0$cd01a8c0@acexp>; from jay@mojomole.com on Wed, Nov 28, 2001 at 11:18:14AM -0600
References: <000a01c17830$ad1d5ab0$cd01a8c0@acexp>
Message-ID: <20011128232847.I5467@pallas.fsck.com>

Take a look at RT::Date, there should be a HumanReadable method
or something like that...

	-j

On Wed, Nov 28, 2001 at 11:18:14AM -0600, Jay Kramer wrote:
> Okay, the date formatting in RT, can I change it to not be military times, and show normal times like 5:30PM and 4:00AM instead of 17:30 and 4:00..  ;)  Its throwing the simpleminded out of wack :)
> 
> jay
> 

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



From jesse at bestpractical.com  Wed Nov 28 23:30:25 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Nov 2001 23:30:25 -0500
Subject: [rt-users] RT can't see the diffrence between the message header and body?
In-Reply-To: <20011128001656.C28715@pse.pl>; from Andrzej.Bursztynski@pse.pl on Wed, Nov 28, 2001 at 12:16:56AM +0100
References: <20011126210115.A22825@pse.pl> <20011126151210.J5467@pallas.fsck.com> <20011128001656.C28715@pse.pl>
Message-ID: <20011128233025.J5467@pallas.fsck.com>



On Wed, Nov 28, 2001 at 12:16:56AM +0100, Andrzej Bursztynski wrote:
> On Mon, Nov 26, 2001 at 03:12:10PM -0500, Jesse Vincent wrote:
> > That sounds like you're not getting a newline between the end of your
> > headers and the beginning of your body...
> 
> Is that why default templates always have one empty line in the beginning?
> Looks like adding a empty line to 'transaction' template helped a lot but
> this is rather a bug.

It should only be a problem if you're putting a : on the first line
of your template. (That's how RT guesses whether it's a header or not).


> How about date&time stamp in the debug log?

I'll happily look at a patch for that.


	-j

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



From jay at mojomole.com  Wed Nov 28 23:59:05 2001
From: jay at mojomole.com (Jay Kramer)
Date: Wed, 28 Nov 2001 22:59:05 -0600
Subject: [rt-users] Date formatting...
References: <000a01c17830$ad1d5ab0$cd01a8c0@acexp> <20011128232847.I5467@pallas.fsck.com>
Message-ID: <002b01c17892$930ac740$e4481b41@KSCABLE.com>

I looked there, but all I found was ISO that had any formatting at all..  If
I change that function, will it break anything?

    $date = sprintf("%04d-%02d-%02d %02d:%02d:%02d", $year,$mon,$mday,
$hour,$min,$sec);

I am guessing I can just change this around and add in the code to subtract
12 if hour is over 12 and make it 12 if it is 0 ;)

Jay
(again, if I do this, will it break any other date handling in RT..  If this
won't then I am going to do it in such a way as to make it
configurable in the config file and send in a patch against it..  A lot of
people want this)

> Take a look at RT::Date, there should be a HumanReadable method
> or something like that...
>
> -j
>
> On Wed, Nov 28, 2001 at 11:18:14AM -0600, Jay Kramer wrote:
> > Okay, the date formatting in RT, can I change it to not be military
times, and show normal times like 5:30PM and 4:00AM instead of 17:30 and
4:00..  ;)  Its throwing the simpleminded out of wack :)
> >
> > jay
> >
>
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From jesse at bestpractical.com  Thu Nov 29 00:03:51 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Nov 2001 00:03:51 -0500
Subject: [rt-users] Date formatting...
In-Reply-To: <002b01c17892$930ac740$e4481b41@KSCABLE.com>; from jay@mojomole.com on Wed, Nov 28, 2001 at 10:59:05PM -0600
References: <000a01c17830$ad1d5ab0$cd01a8c0@acexp> <20011128232847.I5467@pallas.fsck.com> <002b01c17892$930ac740$e4481b41@KSCABLE.com>
Message-ID: <20011129000351.K5467@pallas.fsck.com>

Yes. changing sub ISO will break RT _badly_.  I suspect that what you want
to look at is sub AsString.

	-j


On Wed, Nov 28, 2001 at 10:59:05PM -0600, Jay Kramer wrote:
> 
> I looked there, but all I found was ISO that had any formatting at all..  If
> I change that function, will it break anything?
> 
>     $date = sprintf("%04d-%02d-%02d %02d:%02d:%02d", $year,$mon,$mday,
> $hour,$min,$sec);
> 
> I am guessing I can just change this around and add in the code to subtract
> 12 if hour is over 12 and make it 12 if it is 0 ;)
> 
> Jay
> (again, if I do this, will it break any other date handling in RT..  If this
> won't then I am going to do it in such a way as to make it
> configurable in the config file and send in a patch against it..  A lot of
> people want this)
> 
> > Take a look at RT::Date, there should be a HumanReadable method
> > or something like that...
> >
> > -j
> >
> > On Wed, Nov 28, 2001 at 11:18:14AM -0600, Jay Kramer wrote:
> > > Okay, the date formatting in RT, can I change it to not be military
> times, and show normal times like 5:30PM and 4:00AM instead of 17:30 and
> 4:00..  ;)  Its throwing the simpleminded out of wack :)
> > >
> > > jay
> > >
> >
> > --
> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> 
> 

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



From Rehan at nha.co.za  Thu Nov 29 03:28:49 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Thu, 29 Nov 2001 10:28:49 +0200
Subject: [rt-users] Browser shutting down when searching
Message-ID: <FD2EC577E876CA418D08460A64646FBD0112456F@titan.nha.co.za>

Hi everyone,

I have a user who, when doing RT-searching, has IE5 shut down on her.  This
happens everytime a search is done, or if some criteria is deleted.  Could
this be RT causing this? 

Has anyone else experienced such behaviour?  I am not sure, as it only
occurs on her machine, but also only when she does RT-searches.  Fix??

User: Win2K, IE5 (SP2)
Server: RH7.1, latest stable Apache/mod_perl, installed statically from
source.

Thanks in advance,

Rehan van der Merwe
Neil Harvey & Associates (Pty) Ltd
rehan at nha.co.za
Tel:  +27 21 6709237
Fax: +27 21 6709337




From jesse at bestpractical.com  Thu Nov 29 03:37:36 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Nov 2001 03:37:36 -0500
Subject: [rt-users] Browser shutting down when searching
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD0112456F@titan.nha.co.za>; from Rehan@nha.co.za on Thu, Nov 29, 2001 at 10:28:49AM +0200
References: <FD2EC577E876CA418D08460A64646FBD0112456F@titan.nha.co.za>
Message-ID: <20011129033736.Q5467@pallas.fsck.com>

If you can't replicate it with IE5 on another box, I'd tend to guess that she's
broken IE somehow. :/


On Thu, Nov 29, 2001 at 10:28:49AM +0200, Rehan van der Merwe wrote:
> Hi everyone,
> 
> I have a user who, when doing RT-searching, has IE5 shut down on her.  This
> happens everytime a search is done, or if some criteria is deleted.  Could
> this be RT causing this? 
> 
> Has anyone else experienced such behaviour?  I am not sure, as it only
> occurs on her machine, but also only when she does RT-searches.  Fix??
> 
> User: Win2K, IE5 (SP2)
> Server: RH7.1, latest stable Apache/mod_perl, installed statically from
> source.
> 
> Thanks in advance,
> 
> Rehan van der Merwe
> Neil Harvey & Associates (Pty) Ltd
> rehan at nha.co.za
> Tel:  +27 21 6709237
> Fax: +27 21 6709337
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From feargal at thecia.ie  Thu Nov 29 04:07:31 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Thu, 29 Nov 2001 09:07:31 +0000
Subject: [rt-users] Browser shutting down when searching
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD0112456F@titan.nha.co.za>
References: <FD2EC577E876CA418D08460A64646FBD0112456F@titan.nha.co.za>
Message-ID: <20011129090731.2ee44b38.feargal@thecia.ie>

Does it happen on _all_ searches she does?
Possibly she is doing some searches that are returning *lots* of results, and the resultant big table is crashing IE, it being IE.
My instinct would be to go for the old IE re-install.

-Feargal.

On Thu, 29 Nov 2001 10:28:49 +0200, Rehan van der Merwe <Rehan at nha.co.za> wrote:

> Hi everyone,
> 
> I have a user who, when doing RT-searching, has IE5 shut down on her.  This
> happens everytime a search is done, or if some criteria is deleted.  Could
> this be RT causing this? 
> 
> Has anyone else experienced such behaviour?  I am not sure, as it only
> occurs on her machine, but also only when she does RT-searches.  Fix??
> 
> User: Win2K, IE5 (SP2)
> Server: RH7.1, latest stable Apache/mod_perl, installed statically from
> source.
> 
> Thanks in advance,
> 
> Rehan van der Merwe
> Neil Harvey & Associates (Pty) Ltd
> rehan at nha.co.za
> Tel:  +27 21 6709237
> Fax: +27 21 6709337
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


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

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

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From sw-lists at onyx.net  Thu Nov 29 04:05:04 2001
From: sw-lists at onyx.net (Simon Woodward)
Date: 29 Nov 2001 09:05:04 +0000
Subject: [rt-users] Missing replies
In-Reply-To: <20011128112657.Z5467@pallas.fsck.com>
References: <1006950196.2060.79.camel@brockrigg.onyx.net> 
	<20011128112657.Z5467@pallas.fsck.com>
Message-ID: <1007024704.3871.88.camel@brockrigg.onyx.net>

On Wed, 2001-11-28 at 16:26, Jesse Vincent wrote:
> If you can find some way to reliably replicate the problem, then it'll
> be much easier to figure out how to fix it.....
> 
> 	-j

Thanks Jesse ;-)

If I was able to replicate it, I may not have had to post to the list !!
It was more a vague hope that someone else had experienced a similar
problem and could give me some pointers, because at the moment I am at a
loss.

Simon.




From Rehan at nha.co.za  Thu Nov 29 04:06:51 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Thu, 29 Nov 2001 11:06:51 +0200
Subject: [rt-users] Browser shutting down when searching
Message-ID: <FD2EC577E876CA418D08460A64646FBD01124571@titan.nha.co.za>

Yes, all searches cause this - I will suggest the re-install and let you
know if it solved it (which I'm sure it will).

Thanks,
REhan

-----Original Message-----
From: Feargal Reilly [mailto:feargal at thecia.ie]
Sent: Thursday, November 29, 2001 11:08 AM
To: Rehan van der Merwe
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Browser shutting down when searching


Does it happen on _all_ searches she does?
Possibly she is doing some searches that are returning *lots* of results,
and the resultant big table is crashing IE, it being IE.
My instinct would be to go for the old IE re-install.

-Feargal.

On Thu, 29 Nov 2001 10:28:49 +0200, Rehan van der Merwe <Rehan at nha.co.za>
wrote:

> Hi everyone,
> 
> I have a user who, when doing RT-searching, has IE5 shut down on her.
This
> happens everytime a search is done, or if some criteria is deleted.  Could
> this be RT causing this? 
> 
> Has anyone else experienced such behaviour?  I am not sure, as it only
> occurs on her machine, but also only when she does RT-searches.  Fix??
> 
> User: Win2K, IE5 (SP2)
> Server: RH7.1, latest stable Apache/mod_perl, installed statically from
> source.
> 
> Thanks in advance,
> 
> Rehan van der Merwe
> Neil Harvey & Associates (Pty) Ltd
> rehan at nha.co.za
> Tel:  +27 21 6709237
> Fax: +27 21 6709337
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


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

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




From alesh at sportina.si  Thu Nov 29 04:01:04 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Thu, 29 Nov 2001 10:01:04 +0100
Subject: [rt-users] Browser shutting down when searching
References: <FD2EC577E876CA418D08460A64646FBD0112456F@titan.nha.co.za>
Message-ID: <3C05F950.9080808@sportina.si>

Be more specific about IE version, is it 5.0 SP2 or 5.5 SP2?

The easiest way to solve this would be either to upgrade to 5.5 if 
running 5.0 or 6.0 if running 5.5.

Alesh

Rehan van der Merwe wrote:

> Hi everyone,
> 
> I have a user who, when doing RT-searching, has IE5 shut down on her.  This
> happens everytime a search is done, or if some criteria is deleted.  Could
> this be RT causing this? 
> 
> Has anyone else experienced such behaviour?  I am not sure, as it only
> occurs on her machine, but also only when she does RT-searches.  Fix??
> 
> User: Win2K, IE5 (SP2)
> Server: RH7.1, latest stable Apache/mod_perl, installed statically from
> source.
> 
> Thanks in advance,
> 
> Rehan van der Merwe
> Neil Harvey & Associates (Pty) Ltd
> rehan at nha.co.za
> Tel:  +27 21 6709237
> Fax: +27 21 6709337
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> 







From Rehan at nha.co.za  Thu Nov 29 04:37:34 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Thu, 29 Nov 2001 11:37:34 +0200
Subject: [rt-users] Browser shutting down when searching - solution
Message-ID: <FD2EC577E876CA418D08460A64646FBD01124576@titan.nha.co.za>

It is solved -> the problem was all the little toy-programs that was on the
PC (The most suspect one being called "save me" - no clue what it does ...
did) - just removed all the stuff and all is well now.

Thanks for the suggestions - and apologies for wasting your time.

Rehan



-----Original Message-----
From: Rehan van der Merwe [mailto:Rehan at nha.co.za]
Sent: Thursday, November 29, 2001 11:07 AM
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] Browser shutting down when searching


Yes, all searches cause this - I will suggest the re-install and let you
know if it solved it (which I'm sure it will).

Thanks,
REhan

-----Original Message-----
From: Feargal Reilly [mailto:feargal at thecia.ie]
Sent: Thursday, November 29, 2001 11:08 AM
To: Rehan van der Merwe
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Browser shutting down when searching


Does it happen on _all_ searches she does?
Possibly she is doing some searches that are returning *lots* of results,
and the resultant big table is crashing IE, it being IE.
My instinct would be to go for the old IE re-install.

-Feargal.

On Thu, 29 Nov 2001 10:28:49 +0200, Rehan van der Merwe <Rehan at nha.co.za>
wrote:

> Hi everyone,
> 
> I have a user who, when doing RT-searching, has IE5 shut down on her.
This
> happens everytime a search is done, or if some criteria is deleted.  Could
> this be RT causing this? 
> 
> Has anyone else experienced such behaviour?  I am not sure, as it only
> occurs on her machine, but also only when she does RT-searches.  Fix??
> 
> User: Win2K, IE5 (SP2)
> Server: RH7.1, latest stable Apache/mod_perl, installed statically from
> source.
> 
> Thanks in advance,
> 
> Rehan van der Merwe
> Neil Harvey & Associates (Pty) Ltd
> rehan at nha.co.za
> Tel:  +27 21 6709237
> Fax: +27 21 6709337
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


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

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


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



From psneto at telepar.com.br  Thu Nov 29 05:54:16 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Thu, 29 Nov 2001 08:54:16 -0200
Subject: RES: [rt-users] RT2 and DBI problems
Message-ID: <3D98391A7EA2D31192E5000629385A9605DF319E@correio.telepar.com.br>

Changed PerlModule Apache::DBI to PerlModule DBI but the error remains.

> ----- Mensagem original -----
> De:		James Adam Sigler [SMTP:hollow1 at cc.gatech.edu]
> Enviada em:		Quarta-feira, 28 de Novembro de 2001 21:03
> Para:		Presciliano dos Santos Neto
> Cc:		'rt-users at lists.fsck.com'
> Assunto:		Re: [rt-users] RT2 and DBI problems
> 
> 
> Instead of the line in your httpd.conf file PerlModule Apache::DBI to just
> 
> DBI. 
> 
> Adam
> 
> On Wed, 28 Nov 2001, Presciliano dos Santos Neto wrote:
> 
> > Hello !
> > 
> > I have installed RT2, checked all the documentation but I can't resolve
> an
> > issue with DBI. I think the following lines describes the problem better
> > than my poor english :-)
> > I know DBI and Apache::DBI are diferent modules, and I think somebody is
> > calling the wrong one. Any help ?
> > 
> > Thanks in advance,
> > 
> > Presciliano
> > 
> > ------ I've installed all the RT2 dependencies with CPAN, and
> Apache::DBI
> > again by hand ...
> > 
> > cpan> install DBI
> > DBI is up to date.
> > 
> > cpan> install Apache::DBI
> > Apache::DBI is up to date.
> > 
> > cpan> exit
> > Lockfile removed.
> > 
> > ------- http.conf
> > ...
> > <VirtualHost *>
> >     DocumentRoot /usr/local/rt2/WebRT/html
> >     ServerName security.telepar.net.br
> >     PerlModule Apache::DBI
> >     PerlFreshRestart On
> >     PerlRequire /usr/local/rt2/bin/webmux.pl
> >     <Location />
> >         SetHandler perl-script
> >         PerlHandler RT::Mason
> >     </Location>
> > </VirtualHost>
> > ...
> > 
> > ------ httpd loads fine
> > 
> > [root at pinguim /root]# /usr/local/apache/bin/apachectl restart
> > /usr/local/apache/bin/apachectl restart: httpd restarted
> > 
> > ------ Tried to load RT2 page in a browser. Received the Internal Server
> 500
> > error
> > 
> > [root at pinguim /root]# tail /usr/local/apache/logs/error_log 
> > [Wed Nov 28 17:08:42 2001] [notice] SIGHUP received.  Attempting to
> restart
> > [Wed Nov 28 17:08:42 2001] [notice] Apache/1.3.20 (Unix) PHP/4.0.6
> > mod_perl/1.26 configured -- resuming normal operations
> > [Wed Nov 28 17:08:56 2001] [error] Can't locate object method "connect"
> via
> > package "Apache::DBI::connect" at
> > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> > 
> > [root at pinguim /root]# find / -name DBI.pm
> > /usr/lib/perl5/site_perl/5.6.0/i386-linux/Bundle/DBI.pm
> > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
> > /usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/DBI.pm
> > /usr/lib/perl5/site_perl/5.6.0/Apache/DBI.pm
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> 
> 		Sincerely,					
> 			-James Adam Sigler-
> 
> 
> 
> James Adam Sigler
> College of Computing
> Georgia Tech
> Phone: 404-385-0391
> Office: CoC 211
> Email: hollow1 at cc.gatech.edu
> 



From psneto at telepar.com.br  Thu Nov 29 06:18:30 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Thu, 29 Nov 2001 09:18:30 -0200
Subject: RES: [rt-users] RT2 and DBI problems
Message-ID: <3D98391A7EA2D31192E5000629385A9605DF31A0@correio.telepar.com.br>

Ops ! CPAN installed perl 5.6.1 to me, but I have used perl5.6.0. When
installing RT, I've changed the PERL line:

PERL=/usr/bin/perl5.6.0

[root at pinguim rt-2-0-9]# make testdeps
/usr/bin/perl5.6.0 ./tools/testdeps -warn mysql
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.47 ...found
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 0.896 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie...found
Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::mysql 2.0416 ...found

[root at pinguim bin]# perl -v
This is perl, v5.6.1 built for i686-linux

[root at pinguim bin]# pwd
/usr/bin

[root at pinguim bin]# cp perl5.6.0 perl

[root at pinguim bin]# perl -v
This is perl, v5.6.0 built for i386-linux

[root at pinguim rt-2-0-9]# /usr/local/apache/bin/apachectl restart
/usr/local/apache/bin/apachectl restart: httpd restarted

Tried to load RT2 page ... the error in apache error_log is the same:

[root at pinguim rt-2-0-9]# tail /usr/local/apache/logs/error_log 
[Thu Nov 29 07:10:38 2001] [notice] Apache/1.3.20 (Unix) PHP/4.0.6
mod_perl/1.26 configured -- resuming normal operations
[Thu Nov 29 07:11:18 2001] [error] Can't locate object method "connect" via
package "Apache::DBI::connect" at
/usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
[Thu Nov 29 07:11:37 2001] [error] Can't locate object method "connect" via
package "Apache::DBI::connect" at
/usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
[Thu Nov 29 07:11:39 2001] [error] Can't locate object method "connect" via
package "Apache::DBI::connect" at
/usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.

Presciliano


> ----- Mensagem original -----
> De:		Jesse Vincent [SMTP:jesse at bestpractical.com]
> Enviada em:		Quarta-feira, 28 de Novembro de 2001 19:54
> Para:		Presciliano dos Santos Neto
> Cc:		'rt-users at lists.fsck.com'
> Assunto:		Re: [rt-users] RT2 and DBI problems
> 
> what does perl -v tell you?
> 
> 
> On Wed, Nov 28, 2001 at 07:38:02PM -0200, Presciliano dos Santos Neto
> wrote:
> > Hello !
> > 
> > I have installed RT2, checked all the documentation but I can't resolve
> an
> > issue with DBI. I think the following lines describes the problem better
> > than my poor english :-)
> > I know DBI and Apache::DBI are diferent modules, and I think somebody is
> > calling the wrong one. Any help ?
> > 
> > Thanks in advance,
> > 
> > Presciliano
> > 
> > ------ I've installed all the RT2 dependencies with CPAN, and
> Apache::DBI
> > again by hand ...
> > 
> > cpan> install DBI
> > DBI is up to date.
> > 
> > cpan> install Apache::DBI
> > Apache::DBI is up to date.
> > 
> > cpan> exit
> > Lockfile removed.
> > 
> > ------- http.conf
> > ...
> > <VirtualHost *>
> >     DocumentRoot /usr/local/rt2/WebRT/html
> >     ServerName security.telepar.net.br
> >     PerlModule Apache::DBI
> >     PerlFreshRestart On
> >     PerlRequire /usr/local/rt2/bin/webmux.pl
> >     <Location />
> >         SetHandler perl-script
> >         PerlHandler RT::Mason
> >     </Location>
> > </VirtualHost>
> > ...
> > 
> > ------ httpd loads fine
> > 
> > [root at pinguim /root]# /usr/local/apache/bin/apachectl restart
> > /usr/local/apache/bin/apachectl restart: httpd restarted
> > 
> > ------ Tried to load RT2 page in a browser. Received the Internal Server
> 500
> > error
> > 
> > [root at pinguim /root]# tail /usr/local/apache/logs/error_log 
> > [Wed Nov 28 17:08:42 2001] [notice] SIGHUP received.  Attempting to
> restart
> > [Wed Nov 28 17:08:42 2001] [notice] Apache/1.3.20 (Unix) PHP/4.0.6
> > mod_perl/1.26 configured -- resuming normal operations
> > [Wed Nov 28 17:08:56 2001] [error] Can't locate object method "connect"
> via
> > package "Apache::DBI::connect" at
> > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> > 
> > [root at pinguim /root]# find / -name DBI.pm
> > /usr/lib/perl5/site_perl/5.6.0/i386-linux/Bundle/DBI.pm
> > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
> > /usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/DBI.pm
> > /usr/lib/perl5/site_perl/5.6.0/Apache/DBI.pm
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From j.freeman at sporg.com  Tue Nov 27 17:59:02 2001
From: j.freeman at sporg.com (Jeremy Freeman)
Date: Tue, 27 Nov 2001 14:59:02 -0800
Subject: [rt-users] Mail send delay revisited
In-Reply-To: <20011127.232459.26242831.levitte@stacken.kth.se>
Message-ID: <0EFDD4B425B6CE49899DA99A4B37BCA8CD43@server01.staff.sporg.com>

I have been fighting with this problem for some time now. I got some initial
suggestions from this list for solving it, but they did not pan out. Maybe
there are some other ideas floating around out there?

Problem:

When replying to a Requestor from within RT 2.0.8 it takes 30 seconds
(almost exactly every time) for the page to refresh thus indicating
correspondance had been sent. This causes mental problems for my impatient
users.. I'm sure you can understand. Funnny thing is the mail seems to get
sent right away. It's like RT is not seeing that the mail has been sent and
is falling back to a timeout?

Other details: Using Exim 3.32 on Debian (Potato) with Apache-SSL-Mod_perl
I am accessing rt via SSL

Here is the relevant portion of my config.pm (comments stripped):

#Sendmail Configuration
$MailCommand = 'sendmail';
$SendmailArguments="-oi";
$SendmailPath = "/usr/sbin/exim";
$UseFriendlyToLine = 1;

Any ideas anyone?

Thank you for any help

--
Jeremy Freeman
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From marius at kern.nl  Thu Nov 29 08:29:19 2001
From: marius at kern.nl (marius at kern.nl)
Date: Thu, 29 Nov 2001 14:29:19 +0100 (CET)
Subject: [rt-users] Creating scrips with rtadmin
Message-ID: <64960.195.108.57.2.1007040559.squirrel@admin.kern.nl>

Hi,

I'm using rt2.06 and I'd like to use rtadmin to create new queues in a
uniform way (ie create a script make-queue.sh or something). I can create
the queue, but when I try the command:

/opt/rt2/bin/rtadmin --queue rt-test  --create-scrip --condition OnCreate
--action NotifyOwner --template Autoreply

I get the output: Action  not found
The scrip in the example is a bit silly, but I've tried several things.
I also tried to replace the action argument with a number, which also
failed.
Any suggestions?

Marius Olsthoorn




From jay at mojomole.com  Thu Nov 29 11:00:25 2001
From: jay at mojomole.com (Jay Kramer)
Date: Thu, 29 Nov 2001 10:00:25 -0600
Subject: [rt-users] Time Formatting for RT..
Message-ID: <000b01c178ee$f5ff66b0$cd01a8c0@acexp>

Here is a small patch for RT so you can change the format of the time output that RT uses..  It adds a dependency for POSIX (not sure if RT already uses that or not..  :)   Anyhow, it seems to be working fine here, so I am making it available to the general public, and hopefully it will get into the source..  This way you can change your time and date output format to whatever you would like (german, for instance...  That one has been requested a FEW times)..  The patch sets the format to something like "Wed Nov 28, 2001 10:48:14 AM"..  This is different from the default RT setup in that its the americanized AM/PM format ;)  I'm not sure but I think most other countries use the same..  Soo, if you want to set your time format to be somethign else, this is the patch for you!

Jay

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From lists at wordit.com  Thu Nov 29 11:02:14 2001
From: lists at wordit.com (Marcus)
Date: Thu, 29 Nov 2001 17:02:14 +0100
Subject: [rt-users] Windows NT installation
Message-ID: <200111291702140919.00324AB9@pop3.wordit.com>

Can you run RT on an Windows NT Workstation?
Are there reports from anybody?

I have run Perl 5.6, Apache and Mysql successfully, however not
mod_perl, and I don't know if all required modules are available for
ActivePerl.

Is there a list of all required modules?
Any  Windows-specific issues to watch out for?

Thanks,

Marcus





From jesse at bestpractical.com  Thu Nov 29 11:14:11 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Nov 2001 11:14:11 -0500
Subject: [rt-users] Creating scrips with rtadmin
In-Reply-To: <64960.195.108.57.2.1007040559.squirrel@admin.kern.nl>; from marius@kern.nl on Thu, Nov 29, 2001 at 02:29:19PM +0100
References: <64960.195.108.57.2.1007040559.squirrel@admin.kern.nl>
Message-ID: <20011129111411.S5467@pallas.fsck.com>

This bug was fixed in 2.0.9



On Thu, Nov 29, 2001 at 02:29:19PM +0100, marius at kern.nl wrote:
> Hi,
> 
> I'm using rt2.06 and I'd like to use rtadmin to create new queues in a
> uniform way (ie create a script make-queue.sh or something). I can create
> the queue, but when I try the command:
> 
> /opt/rt2/bin/rtadmin --queue rt-test  --create-scrip --condition OnCreate
> --action NotifyOwner --template Autoreply
> 
> I get the output: Action  not found
> The scrip in the example is a bit silly, but I've tried several things.
> I also tried to replace the action argument with a number, which also
> failed.
> Any suggestions?
> 
> Marius Olsthoorn
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From feargal at thecia.ie  Thu Nov 29 11:43:53 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Thu, 29 Nov 2001 16:43:53 +0000
Subject: [rt-users] Creating scrips with rtadmin
In-Reply-To: <64960.195.108.57.2.1007040559.squirrel@admin.kern.nl>
References: <64960.195.108.57.2.1007040559.squirrel@admin.kern.nl>
Message-ID: <20011129164353.0de7f662.feargal@thecia.ie>

I think the --help is wrong.
I just finished working on the docs for the rt tool, rtadmin is next :)

Anyway, replace --condition with --scrip-condition, --action with --scrip-action, and --template with --scrip-template.

Also, if you have untrusted shell users, you should upgrade to at least rt-2.0.8_02, as a vulnerabillity in the rtadmin tool exists in earlier versions.
Refer to rt-announce archives for details.

Regards,
-Feargal.

On Thu, 29 Nov 2001 14:29:19 +0100 (CET), <marius at kern.nl> wrote:

> Hi,
> 
> I'm using rt2.06 and I'd like to use rtadmin to create new queues in a
> uniform way (ie create a script make-queue.sh or something). I can create
> the queue, but when I try the command:
> 
> /opt/rt2/bin/rtadmin --queue rt-test  --create-scrip --condition OnCreate
> --action NotifyOwner --template Autoreply
> 
> I get the output: Action  not found
> The scrip in the example is a bit silly, but I've tried several things.
> I also tried to replace the action argument with a number, which also
> failed.
> Any suggestions?
> 
> Marius Olsthoorn
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


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


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From psneto at telepar.com.br  Thu Nov 29 12:37:15 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Thu, 29 Nov 2001 15:37:15 -0200
Subject: RES: [rt-users] RT2 and DBI problems
Message-ID: <3D98391A7EA2D31192E5000629385A9606CCAA71@correio.telepar.com.br>

I found this message at http://groups.yahoo.com/group/modperl/message/17512.
Does the "DBI pragma" aplies to my problem ? How to use it ?

Thanks,

Presciliano

From:  Geoffrey Young <gyoung at l...>
Date:  Thu Jan 6, 2000  2:50 pm
Subject:  RE: problem with Apache::DBI

Apache::DBI and DBI are different packages - Apache::DBI requires DBI to
function.

thus, you still need to include the use DBI pragma.

HTH

--Geoff

> -----Original Message-----
> From: Michael Baxter [mailto:fineprint at w...]
> Sent: Thursday, January 06, 2000 4:17 AM
> To: modperl at a...
> Subject: problem with Apache::DBI
> 
> 
> I've posted this to comp.lang.perl.modules but got no 
> response. Perhaps
> you can help.
> 
> I've been accessing a mysql db with (non-mod)perl/cgi. I've installed
> mod_perl as per the eagle book (right down to the suggested directory
> layout) and have run examples 2.1 and 2.3, so I'm
> assuming Apache::Registry works. But when I try to run one of my old
> scripts (with the use DBI commented out) all I get is an error msg:
> 
> [Sun Jan  2 16:29:41 2000] [error] [Sun Jan  2 16:29:41 2000] null:
> Can't locate object method "connect" via package "Apache::DBI" at
> /usr/lib/perl5/site_perl/DBI.pm line 382. The file is there.
> 
> I'm running redhat 5.2, mysql 2.22.26a, apache 1.3.9 and 
> mod_perl 1.21.
> 
> Any suggestions - I've run out of ideas and curses.
>          Thanks,
>              MickB.
> 


> ----- Mensagem original -----
> De:		Presciliano dos Santos Neto 
> Enviada em:		Quinta-feira, 29 de Novembro de 2001 09:19
> Para:		'rt-users at lists.fsck.com'
> Assunto:		RES: [rt-users] RT2 and DBI problems
> 
> Ops ! CPAN installed perl 5.6.1 to me, but I have used perl5.6.0. When
> installing RT, I've changed the PERL line:
> 
> PERL=/usr/bin/perl5.6.0
> 
> [root at pinguim rt-2-0-9]# make testdeps
> /usr/bin/perl5.6.0 ./tools/testdeps -warn mysql
> Checking for DBI 1.18 ...found
> Checking for DBIx::DataSource 0.02 ...found
> Checking for DBIx::SearchBuilder 0.47 ...found
> Checking for HTML::Entities...found
> Checking for MLDBM...found
> Checking for Net::Domain...found
> Checking for Net::SMTP...found
> Checking for Params::Validate 0.02 ...found
> Checking for HTML::Mason 0.896 ...found
> Checking for CGI::Cookie 1.20 ...found
> Checking for Apache::Cookie...found
> Checking for Apache::Session 1.53 ...found
> Checking for Date::Parse...found
> Checking for Date::Format...found
> Checking for MIME::Entity 5.108 ...found
> Checking for Mail::Mailer 1.20 ...found
> Checking for Getopt::Long 2.24 ...found
> Checking for Tie::IxHash...found
> Checking for Text::Wrapper...found
> Checking for Text::Template...found
> Checking for File::Spec 0.8 ...found
> Checking for Errno...found
> Checking for FreezeThaw...found
> Checking for File::Temp...found
> Checking for Log::Dispatch 1.6 ...found
> Checking for DBD::mysql 2.0416 ...found
> 
> [root at pinguim bin]# perl -v
> This is perl, v5.6.1 built for i686-linux
> 
> [root at pinguim bin]# pwd
> /usr/bin
> 
> [root at pinguim bin]# cp perl5.6.0 perl
> 
> [root at pinguim bin]# perl -v
> This is perl, v5.6.0 built for i386-linux
> 
> [root at pinguim rt-2-0-9]# /usr/local/apache/bin/apachectl restart
> /usr/local/apache/bin/apachectl restart: httpd restarted
> 
> Tried to load RT2 page ... the error in apache error_log is the same:
> 
> [root at pinguim rt-2-0-9]# tail /usr/local/apache/logs/error_log 
> [Thu Nov 29 07:10:38 2001] [notice] Apache/1.3.20 (Unix) PHP/4.0.6
> mod_perl/1.26 configured -- resuming normal operations
> [Thu Nov 29 07:11:18 2001] [error] Can't locate object method "connect"
> via
> package "Apache::DBI::connect" at
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> [Thu Nov 29 07:11:37 2001] [error] Can't locate object method "connect"
> via
> package "Apache::DBI::connect" at
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> [Thu Nov 29 07:11:39 2001] [error] Can't locate object method "connect"
> via
> package "Apache::DBI::connect" at
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> 
> Presciliano
> 
> 
> > ----- Mensagem original -----
> > De:		Jesse Vincent [SMTP:jesse at bestpractical.com]
> > Enviada em:		Quarta-feira, 28 de Novembro de 2001 19:54
> > Para:		Presciliano dos Santos Neto
> > Cc:		'rt-users at lists.fsck.com'
> > Assunto:		Re: [rt-users] RT2 and DBI problems
> > 
> > what does perl -v tell you?
> > 
> > 
> > On Wed, Nov 28, 2001 at 07:38:02PM -0200, Presciliano dos Santos Neto
> > wrote:
> > > Hello !
> > > 
> > > I have installed RT2, checked all the documentation but I can't
> resolve
> > an
> > > issue with DBI. I think the following lines describes the problem
> better
> > > than my poor english :-)
> > > I know DBI and Apache::DBI are diferent modules, and I think somebody
> is
> > > calling the wrong one. Any help ?
> > > 
> > > Thanks in advance,
> > > 
> > > Presciliano
> > > 
> > > ------ I've installed all the RT2 dependencies with CPAN, and
> > Apache::DBI
> > > again by hand ...
> > > 
> > > cpan> install DBI
> > > DBI is up to date.
> > > 
> > > cpan> install Apache::DBI
> > > Apache::DBI is up to date.
> > > 
> > > cpan> exit
> > > Lockfile removed.
> > > 
> > > ------- http.conf
> > > ...
> > > <VirtualHost *>
> > >     DocumentRoot /usr/local/rt2/WebRT/html
> > >     ServerName security.telepar.net.br
> > >     PerlModule Apache::DBI
> > >     PerlFreshRestart On
> > >     PerlRequire /usr/local/rt2/bin/webmux.pl
> > >     <Location />
> > >         SetHandler perl-script
> > >         PerlHandler RT::Mason
> > >     </Location>
> > > </VirtualHost>
> > > ...
> > > 
> > > ------ httpd loads fine
> > > 
> > > [root at pinguim /root]# /usr/local/apache/bin/apachectl restart
> > > /usr/local/apache/bin/apachectl restart: httpd restarted
> > > 
> > > ------ Tried to load RT2 page in a browser. Received the Internal
> Server
> > 500
> > > error
> > > 
> > > [root at pinguim /root]# tail /usr/local/apache/logs/error_log 
> > > [Wed Nov 28 17:08:42 2001] [notice] SIGHUP received.  Attempting to
> > restart
> > > [Wed Nov 28 17:08:42 2001] [notice] Apache/1.3.20 (Unix) PHP/4.0.6
> > > mod_perl/1.26 configured -- resuming normal operations
> > > [Wed Nov 28 17:08:56 2001] [error] Can't locate object method
> "connect"
> > via
> > > package "Apache::DBI::connect" at
> > > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> > > 
> > > [root at pinguim /root]# find / -name DBI.pm
> > > /usr/lib/perl5/site_perl/5.6.0/i386-linux/Bundle/DBI.pm
> > > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
> > > /usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/DBI.pm
> > > /usr/lib/perl5/site_perl/5.6.0/Apache/DBI.pm
> > > 
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > 
> > 
> > -- 
> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From psneto at telepar.com.br  Thu Nov 29 15:08:54 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Thu, 29 Nov 2001 18:08:54 -0200
Subject: [rt-users] RT2 versus SPAM
Message-ID: <3D98391A7EA2D31192E5000629385A9606CCAA7C@correio.telepar.com.br>

Hi,

I'm completly new to RT2, just finished the install (thanks to Josh Krikke).

I'd like to use RT to organize my domain abuse e-mail, is there specific
tips and scrips to do this ?

Thanks,

Presciliano



From lughnasad at privatkopie.de  Thu Nov 29 15:50:51 2001
From: lughnasad at privatkopie.de (Lughnasad)
Date: Thu, 29 Nov 2001 21:50:51 +0100
Subject: [rt-users] Permission Denied ... I don't now why
Message-ID: <000001c17917$884ab290$0100a8c0@LUGHIS>

Hello ..
 
I have a problem, I have installed RT and I have no problems. 
 
 
So, I change the settings in Apache ... and restart apache.
 
So when I go to the site ... it's come a Permission denied Message ..
 
This site is http://support.project-natalya.de
<http://support.project-natalya.de/> 
 
I must change the extension from the index ... I  use .html for php4
 
I require help
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From EAndrejko at transwesttel.com  Thu Nov 29 17:29:13 2001
From: EAndrejko at transwesttel.com (Erik Andrejko)
Date: Thu, 29 Nov 2001 15:29:13 -0700
Subject: [rt-users] Web Client returns nothing to HTTP GET request
Message-ID: <914E67EC8CE4D211881900A0C93C58606015AE@mail.transwesttel.com>

After going through all of the install, when I attempt to open the Web
Interface I get no data.  No errors can be found in Apache's error_log.  Is
there another log to check?  The install appears successful, the database is
created, httpd -l lists mod_perl and I modified my httpd.conf and config.pm
as mentioned in the INSTALL file.

I search the mailing lists using ht://Dig but did not find anything.


Thanks,
Erik A. Andrejko 
EAndrejko at transwesttel.com

Trans-West Network Solutions		PH: 602 453 4286
4120 E. Winslow Ave			FAX: 602 437 4742
Phoenix AZ 85040




From dave at toad.net  Thu Nov 29 20:14:45 2001
From: dave at toad.net (David C. Troy)
Date: Thu, 29 Nov 2001 20:14:45 -0500 (EST)
Subject: [rt-users] CSS/Segfault problem
Message-ID: <Pine.LNX.4.30.0111292013250.13884-100000@beast.toad.net>

Just checking in to see if anyone had come up with a reproducible solution
to the CSS/Segfault problem that has been discussed repeatedly.  I am
seeing it on a RH 7.1 system.

Dave

=====================================================================
David C. Troy   [dave at toad.net]                   410-544-6193 Sales
ToadNet - Want to go fast?                        410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net




From lists at wordit.com  Thu Nov 29 21:28:28 2001
From: lists at wordit.com (Marcus)
Date: Fri, 30 Nov 2001 03:28:28 +0100
Subject: [rt-users] Windows NT installation
In-Reply-To: <006901c178fa$4bd08b40$cd01a8c0@acexp>
References: <200111291702140919.00324AB9@pop3.wordit.com>
 <006901c178fa$4bd08b40$cd01a8c0@acexp>
Message-ID: <200111300328280224.00739AAA@pop3.wordit.com>

On 29.11.01 at 11:21 Jay Kramer wrote:
>i've had no luck at it :(  I don't think it will ever run on NT...
too
>many
>unix ties...  at any rate, tell me if you have any luck at all :)

Are there any similar Perl applications to RT which could be
recommended and are known to run on NT?

Thanks,

Marcus





From mkrebs at telocity.com  Thu Nov 29 21:49:00 2001
From: mkrebs at telocity.com (Mike Krebs)
Date: Thu, 29 Nov 2001 21:49:00 -0500
Subject: [rt-users] New Install question
Message-ID: <5.1.0.14.2.20011129214603.03429008@mail.telocity.com>

For some reason, when I'm installing I get this:

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

But MySQL *IS* working.

[root at stewie rt-2-0-9]# mysql -u root -p
Enter password:
Welcome to the MySQL monitor.  Commands end with ; or \g.
Your MySQL connection id is 47 to server version: 3.22.32

Type 'help' for help.


Any ideas?

thanks.

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

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





From cewatts at frontier.net  Thu Nov 29 21:50:06 2001
From: cewatts at frontier.net (Charlie Watts)
Date: Thu, 29 Nov 2001 19:50:06 -0700 (Mountain Standard Time)
Subject: [rt-users] Windows NT installation
In-Reply-To: <200111300328280224.00739AAA@pop3.wordit.com>
Message-ID: <Pine.WNT.4.33.0111291949160.3572-100000@eggplant.frontier.net>

On Fri, 30 Nov 2001, Marcus wrote:

> On 29.11.01 at 11:21 Jay Kramer wrote:
> >i've had no luck at it :(  I don't think it will ever run on NT...
> too
> >many
> >unix ties...  at any rate, tell me if you have any luck at all :)
>
> Are there any similar Perl applications to RT which could be
> recommended and are known to run on NT?

Linux and FreeBSD will typically run just fine on cheap hardware. :-)

(I don't know of anything -free- for NT. Remedy is a commonly-chosen
commercial product.)

-- 
Charlie Watts
cewatts at frontier.net
Frontier Internet
http://www.frontier.net/




From pdh at snapgear.com  Thu Nov 29 21:55:43 2001
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 30 Nov 2001 12:55:43 +1000
Subject: [rt-users] New Install question
In-Reply-To: <5.1.0.14.2.20011129214603.03429008@mail.telocity.com>
References: <5.1.0.14.2.20011129214603.03429008@mail.telocity.com>
Message-ID: <20011130125543.E341@moreton.com.au>

Mike Krebs wrote:
> Your MySQL connection id is 47 to server version: 3.22.32

Your MySQL server is old and buggy. I'd lay odds that
upgrading to 3.23.x will fix your problem.



From jesse at bestpractical.com  Thu Nov 29 21:56:56 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Nov 2001 21:56:56 -0500
Subject: [rt-users] Windows NT installation
In-Reply-To: <200111300328280224.00739AAA@pop3.wordit.com>; from lists@wordit.com on Fri, Nov 30, 2001 at 03:28:28AM +0100
References: <200111291702140919.00324AB9@pop3.wordit.com> <006901c178fa$4bd08b40$cd01a8c0@acexp> <200111300328280224.00739AAA@pop3.wordit.com>
Message-ID: <20011129215656.U5467@pallas.fsck.com>

So, to the best of my knowledge, a port of RT to NT has never been attempted,
but I don't know of anything that is actually unix specific in the code.

Apache, mod_perl, mysql and DBD::mysql all run on NT.  I suspect that
most of the work needed to do a port is actually in the installation tools.

But no, I've not heard of any windows-based tool that's equivalent to RT.


	-j


On Fri, Nov 30, 2001 at 03:28:28AM +0100, Marcus wrote:
> On 29.11.01 at 11:21 Jay Kramer wrote:
> >i've had no luck at it :(  I don't think it will ever run on NT...
> too
> >many
> >unix ties...  at any rate, tell me if you have any luck at all :)
> 
> Are there any similar Perl applications to RT which could be
> recommended and are known to run on NT?
> 
> Thanks,
> 
> Marcus
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From lists at wordit.com  Thu Nov 29 22:36:54 2001
From: lists at wordit.com (Marcus)
Date: Fri, 30 Nov 2001 04:36:54 +0100
Subject: [rt-users] Windows NT installation
In-Reply-To: <20011129215656.U5467@pallas.fsck.com>
References: <200111291702140919.00324AB9@pop3.wordit.com>
 <006901c178fa$4bd08b40$cd01a8c0@acexp>
 <200111300328280224.00739AAA@pop3.wordit.com>
 <20011129215656.U5467@pallas.fsck.com>
Message-ID: <200111300436540188.00B24196@pop3.wordit.com>

On 29.11.01 at 21:56 Jesse Vincent wrote:
>So, to the best of my knowledge, a port of RT to NT has never been
>attempted,
>but I don't know of anything that is actually unix specific in the
code.

So no commands which make portability problematic such as exec, fork,
system commands?
I guess chmod or trying to suid could cause problems. 

Can those things be commented out?

Basically, the only problem is when a module which uses C code has not
been compiled for use on Windows, or will not run on Windows. So, I
just need to find out about the modules.

Marcus





From lists at wordit.com  Thu Nov 29 22:36:54 2001
From: lists at wordit.com (Marcus)
Date: Fri, 30 Nov 2001 04:36:54 +0100
Subject: [rt-users] Windows NT installation
In-Reply-To: <20011129215656.U5467@pallas.fsck.com>
References: <200111291702140919.00324AB9@pop3.wordit.com>
 <006901c178fa$4bd08b40$cd01a8c0@acexp>
 <200111300328280224.00739AAA@pop3.wordit.com>
 <20011129215656.U5467@pallas.fsck.com>
Message-ID: <200111300436540188.00B24196@pop3.wordit.com>

On 29.11.01 at 21:56 Jesse Vincent wrote:
>So, to the best of my knowledge, a port of RT to NT has never been
>attempted,
>but I don't know of anything that is actually unix specific in the
code.

So no commands which make portability problematic such as exec, fork,
system commands?
I guess chmod or trying to suid could cause problems. 

Can those things be commented out?

Basically, the only problem is when a module which uses C code has not
been compiled for use on Windows, or will not run on Windows. So, I
just need to find out about the modules.

Marcus





From agould at aslab.com  Fri Nov 30 00:13:35 2001
From: agould at aslab.com (Ashley Gould)
Date: Thu, 29 Nov 2001 21:13:35 -0800
Subject: RES: [rt-users] RT2 and DBI problems
In-Reply-To: <3D98391A7EA2D31192E5000629385A9605DF31A0@correio.telepar.com.br>; from psneto@telepar.com.br on Thu, Nov 29, 2001 at 09:18:30AM -0200
References: <3D98391A7EA2D31192E5000629385A9605DF31A0@correio.telepar.com.br>
Message-ID: <20011129211335.A28654@dagda.aslab.com>

This may not be a great suggestion, but...

just to bypas the whole 5.6.0 vs 5.6.1 mess you should consider
removing all perl and then build 5.6.1 by hand so you only have one
perl:


I built perl 5.6.1 with libperl as shared object:

develrt:/usr/local/build/perl-5.6.1 # sh Configure -Duseshrplib
develrt:/usr/local/build/perl-5.6.1 # make
develrt:/usr/local/build/perl-5.6.1 # make test
develrt:/usr/local/build/perl-5.6.1 # make install


and then apache with mod_perl as non-DSO:

develrt:/usr/local/build/mod_perl-1.26 # perl Makefile.PL APACHE_SRC=../apache_1
develrt:/usr/local/build/mod_perl-1.26 # make && make test && make install
develrt:/usr/local/build/mod_perl-1.26 # cd ../apache_1.3.22/
develrt:/usr/local/build/apache_1.3.22 # make install


ofcourse you then should rebuild all your perlmods (I presume), that
should be a snap.  I found most every thing worked better this way.

I have kept good notes on installing RT (would you believe 6 times!) and
I am happy to send them if you want.

ashley



On Thu, Nov 29, 2001 at 09:18:30AM -0200, Presciliano dos Santos Neto wrote:
> Ops ! CPAN installed perl 5.6.1 to me, but I have used perl5.6.0. When
> installing RT, I've changed the PERL line:
> 
> PERL=/usr/bin/perl5.6.0
> 
> [root at pinguim rt-2-0-9]# make testdeps
> /usr/bin/perl5.6.0 ./tools/testdeps -warn mysql
> Checking for DBI 1.18 ...found
> Checking for DBIx::DataSource 0.02 ...found
> Checking for DBIx::SearchBuilder 0.47 ...found
> Checking for HTML::Entities...found
> Checking for MLDBM...found
> Checking for Net::Domain...found
> Checking for Net::SMTP...found
> Checking for Params::Validate 0.02 ...found
> Checking for HTML::Mason 0.896 ...found
> Checking for CGI::Cookie 1.20 ...found
> Checking for Apache::Cookie...found
> Checking for Apache::Session 1.53 ...found
> Checking for Date::Parse...found
> Checking for Date::Format...found
> Checking for MIME::Entity 5.108 ...found
> Checking for Mail::Mailer 1.20 ...found
> Checking for Getopt::Long 2.24 ...found
> Checking for Tie::IxHash...found
> Checking for Text::Wrapper...found
> Checking for Text::Template...found
> Checking for File::Spec 0.8 ...found
> Checking for Errno...found
> Checking for FreezeThaw...found
> Checking for File::Temp...found
> Checking for Log::Dispatch 1.6 ...found
> Checking for DBD::mysql 2.0416 ...found
> 
> [root at pinguim bin]# perl -v
> This is perl, v5.6.1 built for i686-linux
> 
> [root at pinguim bin]# pwd
> /usr/bin
> 
> [root at pinguim bin]# cp perl5.6.0 perl
> 
> [root at pinguim bin]# perl -v
> This is perl, v5.6.0 built for i386-linux
> 
> [root at pinguim rt-2-0-9]# /usr/local/apache/bin/apachectl restart
> /usr/local/apache/bin/apachectl restart: httpd restarted
> 
> Tried to load RT2 page ... the error in apache error_log is the same:
> 
> [root at pinguim rt-2-0-9]# tail /usr/local/apache/logs/error_log 
> [Thu Nov 29 07:10:38 2001] [notice] Apache/1.3.20 (Unix) PHP/4.0.6
> mod_perl/1.26 configured -- resuming normal operations
> [Thu Nov 29 07:11:18 2001] [error] Can't locate object method "connect" via
> package "Apache::DBI::connect" at
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> [Thu Nov 29 07:11:37 2001] [error] Can't locate object method "connect" via
> package "Apache::DBI::connect" at
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> [Thu Nov 29 07:11:39 2001] [error] Can't locate object method "connect" via
> package "Apache::DBI::connect" at
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> 
> Presciliano
> 
> 
> > ----- Mensagem original -----
> > De:		Jesse Vincent [SMTP:jesse at bestpractical.com]
> > Enviada em:		Quarta-feira, 28 de Novembro de 2001 19:54
> > Para:		Presciliano dos Santos Neto
> > Cc:		'rt-users at lists.fsck.com'
> > Assunto:		Re: [rt-users] RT2 and DBI problems
> > 
> > what does perl -v tell you?
> > 
> > 
> > On Wed, Nov 28, 2001 at 07:38:02PM -0200, Presciliano dos Santos Neto
> > wrote:
> > > Hello !
> > > 
> > > I have installed RT2, checked all the documentation but I can't resolve
> > an
> > > issue with DBI. I think the following lines describes the problem better
> > > than my poor english :-)
> > > I know DBI and Apache::DBI are diferent modules, and I think somebody is
> > > calling the wrong one. Any help ?
> > > 
> > > Thanks in advance,
> > > 
> > > Presciliano
> > > 
> > > ------ I've installed all the RT2 dependencies with CPAN, and
> > Apache::DBI
> > > again by hand ...
> > > 
> > > cpan> install DBI
> > > DBI is up to date.
> > > 
> > > cpan> install Apache::DBI
> > > Apache::DBI is up to date.
> > > 
> > > cpan> exit
> > > Lockfile removed.
> > > 
> > > ------- http.conf
> > > ...
> > > <VirtualHost *>
> > >     DocumentRoot /usr/local/rt2/WebRT/html
> > >     ServerName security.telepar.net.br
> > >     PerlModule Apache::DBI
> > >     PerlFreshRestart On
> > >     PerlRequire /usr/local/rt2/bin/webmux.pl
> > >     <Location />
> > >         SetHandler perl-script
> > >         PerlHandler RT::Mason
> > >     </Location>
> > > </VirtualHost>
> > > ...
> > > 
> > > ------ httpd loads fine
> > > 
> > > [root at pinguim /root]# /usr/local/apache/bin/apachectl restart
> > > /usr/local/apache/bin/apachectl restart: httpd restarted
> > > 
> > > ------ Tried to load RT2 page in a browser. Received the Internal Server
> > 500
> > > error
> > > 
> > > [root at pinguim /root]# tail /usr/local/apache/logs/error_log 
> > > [Wed Nov 28 17:08:42 2001] [notice] SIGHUP received.  Attempting to
> > restart
> > > [Wed Nov 28 17:08:42 2001] [notice] Apache/1.3.20 (Unix) PHP/4.0.6
> > > mod_perl/1.26 configured -- resuming normal operations
> > > [Wed Nov 28 17:08:56 2001] [error] Can't locate object method "connect"
> > via
> > > package "Apache::DBI::connect" at
> > > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> > > 
> > > [root at pinguim /root]# find / -name DBI.pm
> > > /usr/lib/perl5/site_perl/5.6.0/i386-linux/Bundle/DBI.pm
> > > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
> > > /usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/DBI.pm
> > > /usr/lib/perl5/site_perl/5.6.0/Apache/DBI.pm
> > > 
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > 
> > 
> > -- 
> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From agould at aslab.com  Fri Nov 30 00:44:50 2001
From: agould at aslab.com (Ashley Gould)
Date: Thu, 29 Nov 2001 21:44:50 -0800
Subject: [rt-users] CSS/Segfault problem
In-Reply-To: <Pine.LNX.4.30.0111292013250.13884-100000@beast.toad.net>; from dave@toad.net on Thu, Nov 29, 2001 at 08:14:45PM -0500
References: <Pine.LNX.4.30.0111292013250.13884-100000@beast.toad.net>
Message-ID: <20011129214450.D28654@dagda.aslab.com>

Come to think of it, I haven't seen that one since my last 
install (2.0.8).  I checked my error_log and nothing for at 
least 30 days.  I built every thing by hand.  Here's some snips from 
my install notes:

I'm building postgres, perl, apache, and mod-perl from sources:
perl-5.6.1
postgresql-7.1.3
apache_1.3.22
mod_perl-1.26
rt-2-0-8

Mail server is postfix from SuSe7.2 RPMs


---------------------------
fisrt I built a new kernel. 
develrt:/usr/include # uname -r
2.4.9-ac9-2

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

------------------------------
Building postgres

develrt:/usr/local/build/postgresql-7.1.3 # cat startbuild
#!/bin/bash
# This is the flags I'm using to configure building postgres

./configure --enable-locale  \
        --with-perl \
        --enable-multibyte \
        --enable-unicode-conversion \
        --enable-syslog\
        --with-python \
        --with-openssl 


develrt:/usr/local/build/postgresql-7.1.3 # ./startbuild 
develrt:/usr/local/build/postgresql-7.1.3 # make 
develrt:/usr/local/build/postgresql-7.1.3 # make install

develrt:/usr/local/build/postgresql-7.1.3 # grep postgres /etc/passwd
postgres:x:26:2:Postgres Database Admin:/usr/local/pgsql:/bin/bash
develrt:/usr/local # chown -R postgres.daemon pgsql/
develrt:/usr/local # su - postgres
postgres at develrt:~ > /usr/local/pgsql/bin/initdb -D
/usr/local/pgsql/data 
postgres at develrt:~ > /usr/local/pgsql/bin/pg_ctl -D
/usr/local/pgsql/data -l log

The "-i" flag is needed so that rt can connect over the loopback
interface
I set up this start command line in /etc/init.d/boot.local:

# start postgres
/usr/bin/sudo -u postgres /usr/bin/pg_ctl -o "-i -p 5432" -D
/var/lib/pgsql/data




-------------------------------------
Building apache with mod_perl non-DSO

develrt:/usr/local/build/mod_perl-1.26 # perl Makefile.PL
APACHE_SRC=../apache_1
develrt:/usr/local/build/mod_perl-1.26 # make && make test && make
install
develrt:/usr/local/build/mod_perl-1.26 # cd ../apache_1.3.22/
develrt:/usr/local/build/apache_1.3.22 # make install



-------------------------------------
3)   Satisfy RT's myriad dependencies

ran make fixdeps, configured cpan.  Looked good up to DBD-Pg:

  CPAN.pm: Going to build M/ME/MERGL/DBD-Pg-1.01.tar.gz

Configuring Pg
Remember to actually read the README file !
please set environment variables POSTGRES_INCLUDE and POSTGRES_LIB !
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install

I'm buidling it by hand:
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # export
POSTGRES_HOME=/usr/loc
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # perl Makefile.PL
velrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # make
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # make test
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # su postgres
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # make test
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # exit     
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # make install


Looks good. Trying make fixdeps again:

 got everything but Apache::Session.  Fails on install because failed
tests were looking for Storable.pmi and Digest/MD5.pm.  So I installed 
that with cpan:
develrt:/usr/local/build/rt-2-0-8 # perl -MCPAN -e shell
cpan> install Storable
cpan> install Digest::MD5

develrt:/usr/local/build/.cpan/build/Apache-Session-1.54 # make test
develrt:/usr/local/build/.cpan/build/Apache-Session-1.54 # make install


My kit is all good.  But wait! there was a post on the RT users list:

have you installed DBI::SearchBuilder 0.46-test1, as recommended in
last week's conversation about performance tuning?


I think I had better do it.  Oh, well.  All I could find was
DBIx::SearchBuiler-0.46.  I hope that is recent enough.


-------------------------------
5)   5a  FOR A NEW INSTALLATION:

First I couldn't connect to the database:
I then restarted postgres with the -i flag:
sudo -u postgres postmaster -i -D /usr/local/pgsql/data/ &

      -i     Allows  clients  to  connect  via  TCP/IP (Internet
              domain)  connections.  Without  this  option,  only
              local  Unix domain socket connections are accepted.

This way the RT install could connect over the loopback interface.



On Thu, Nov 29, 2001 at 08:14:45PM -0500, David C. Troy wrote:
> 
> Just checking in to see if anyone had come up with a reproducible solution
> to the CSS/Segfault problem that has been discussed repeatedly.  I am
> seeing it on a RH 7.1 system.
> 
> Dave
> 
> =====================================================================
> David C. Troy   [dave at toad.net]                   410-544-6193 Sales
> ToadNet - Want to go fast?                        410-544-1329 FAX
> 570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From psneto at telepar.com.br  Fri Nov 30 06:05:53 2001
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Fri, 30 Nov 2001 09:05:53 -0200
Subject: RES: RES: [rt-users] RT2 and DBI problems
Message-ID: <3D98391A7EA2D31192E5000629385A9606CCAA7E@correio.telepar.com.br>

Thanks, Ashley !

The problem was solved stoping and starting Apache, instead of just
restarting.

Presciliano

> ----- Mensagem original -----
> De:		Ashley Gould [SMTP:agould at aslab.com]
> Enviada em:		Sexta-feira, 30 de Novembro de 2001 03:14
> Para:		'rt-users at lists.fsck.com'
> Assunto:		Re: RES: [rt-users] RT2 and DBI problems
> 
> This may not be a great suggestion, but...
> 
> just to bypas the whole 5.6.0 vs 5.6.1 mess you should consider
> removing all perl and then build 5.6.1 by hand so you only have one
> perl:
> 
> 
> I built perl 5.6.1 with libperl as shared object:
> 
> develrt:/usr/local/build/perl-5.6.1 # sh Configure -Duseshrplib
> develrt:/usr/local/build/perl-5.6.1 # make
> develrt:/usr/local/build/perl-5.6.1 # make test
> develrt:/usr/local/build/perl-5.6.1 # make install
> 
> 
> and then apache with mod_perl as non-DSO:
> 
> develrt:/usr/local/build/mod_perl-1.26 # perl Makefile.PL
> APACHE_SRC=../apache_1
> develrt:/usr/local/build/mod_perl-1.26 # make && make test && make install
> develrt:/usr/local/build/mod_perl-1.26 # cd ../apache_1.3.22/
> develrt:/usr/local/build/apache_1.3.22 # make install
> 
> 
> ofcourse you then should rebuild all your perlmods (I presume), that
> should be a snap.  I found most every thing worked better this way.
> 
> I have kept good notes on installing RT (would you believe 6 times!) and
> I am happy to send them if you want.
> 
> ashley
> 
> 
> 
> On Thu, Nov 29, 2001 at 09:18:30AM -0200, Presciliano dos Santos Neto
> wrote:
> > Ops ! CPAN installed perl 5.6.1 to me, but I have used perl5.6.0. When
> > installing RT, I've changed the PERL line:
> > 
> > PERL=/usr/bin/perl5.6.0
> > 
> > [root at pinguim rt-2-0-9]# make testdeps
> > /usr/bin/perl5.6.0 ./tools/testdeps -warn mysql
> > Checking for DBI 1.18 ...found
> > Checking for DBIx::DataSource 0.02 ...found
> > Checking for DBIx::SearchBuilder 0.47 ...found
> > Checking for HTML::Entities...found
> > Checking for MLDBM...found
> > Checking for Net::Domain...found
> > Checking for Net::SMTP...found
> > Checking for Params::Validate 0.02 ...found
> > Checking for HTML::Mason 0.896 ...found
> > Checking for CGI::Cookie 1.20 ...found
> > Checking for Apache::Cookie...found
> > Checking for Apache::Session 1.53 ...found
> > Checking for Date::Parse...found
> > Checking for Date::Format...found
> > Checking for MIME::Entity 5.108 ...found
> > Checking for Mail::Mailer 1.20 ...found
> > Checking for Getopt::Long 2.24 ...found
> > Checking for Tie::IxHash...found
> > Checking for Text::Wrapper...found
> > Checking for Text::Template...found
> > Checking for File::Spec 0.8 ...found
> > Checking for Errno...found
> > Checking for FreezeThaw...found
> > Checking for File::Temp...found
> > Checking for Log::Dispatch 1.6 ...found
> > Checking for DBD::mysql 2.0416 ...found
> > 
> > [root at pinguim bin]# perl -v
> > This is perl, v5.6.1 built for i686-linux
> > 
> > [root at pinguim bin]# pwd
> > /usr/bin
> > 
> > [root at pinguim bin]# cp perl5.6.0 perl
> > 
> > [root at pinguim bin]# perl -v
> > This is perl, v5.6.0 built for i386-linux
> > 
> > [root at pinguim rt-2-0-9]# /usr/local/apache/bin/apachectl restart
> > /usr/local/apache/bin/apachectl restart: httpd restarted
> > 
> > Tried to load RT2 page ... the error in apache error_log is the same:
> > 
> > [root at pinguim rt-2-0-9]# tail /usr/local/apache/logs/error_log 
> > [Thu Nov 29 07:10:38 2001] [notice] Apache/1.3.20 (Unix) PHP/4.0.6
> > mod_perl/1.26 configured -- resuming normal operations
> > [Thu Nov 29 07:11:18 2001] [error] Can't locate object method "connect"
> via
> > package "Apache::DBI::connect" at
> > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> > [Thu Nov 29 07:11:37 2001] [error] Can't locate object method "connect"
> via
> > package "Apache::DBI::connect" at
> > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> > [Thu Nov 29 07:11:39 2001] [error] Can't locate object method "connect"
> via
> > package "Apache::DBI::connect" at
> > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> > 
> > Presciliano
> > 
> > 
> > > ----- Mensagem original -----
> > > De:		Jesse Vincent [SMTP:jesse at bestpractical.com]
> > > Enviada em:		Quarta-feira, 28 de Novembro de 2001 19:54
> > > Para:		Presciliano dos Santos Neto
> > > Cc:		'rt-users at lists.fsck.com'
> > > Assunto:		Re: [rt-users] RT2 and DBI problems
> > > 
> > > what does perl -v tell you?
> > > 
> > > 
> > > On Wed, Nov 28, 2001 at 07:38:02PM -0200, Presciliano dos Santos Neto
> > > wrote:
> > > > Hello !
> > > > 
> > > > I have installed RT2, checked all the documentation but I can't
> resolve
> > > an
> > > > issue with DBI. I think the following lines describes the problem
> better
> > > > than my poor english :-)
> > > > I know DBI and Apache::DBI are diferent modules, and I think
> somebody is
> > > > calling the wrong one. Any help ?
> > > > 
> > > > Thanks in advance,
> > > > 
> > > > Presciliano
> > > > 
> > > > ------ I've installed all the RT2 dependencies with CPAN, and
> > > Apache::DBI
> > > > again by hand ...
> > > > 
> > > > cpan> install DBI
> > > > DBI is up to date.
> > > > 
> > > > cpan> install Apache::DBI
> > > > Apache::DBI is up to date.
> > > > 
> > > > cpan> exit
> > > > Lockfile removed.
> > > > 
> > > > ------- http.conf
> > > > ...
> > > > <VirtualHost *>
> > > >     DocumentRoot /usr/local/rt2/WebRT/html
> > > >     ServerName security.telepar.net.br
> > > >     PerlModule Apache::DBI
> > > >     PerlFreshRestart On
> > > >     PerlRequire /usr/local/rt2/bin/webmux.pl
> > > >     <Location />
> > > >         SetHandler perl-script
> > > >         PerlHandler RT::Mason
> > > >     </Location>
> > > > </VirtualHost>
> > > > ...
> > > > 
> > > > ------ httpd loads fine
> > > > 
> > > > [root at pinguim /root]# /usr/local/apache/bin/apachectl restart
> > > > /usr/local/apache/bin/apachectl restart: httpd restarted
> > > > 
> > > > ------ Tried to load RT2 page in a browser. Received the Internal
> Server
> > > 500
> > > > error
> > > > 
> > > > [root at pinguim /root]# tail /usr/local/apache/logs/error_log 
> > > > [Wed Nov 28 17:08:42 2001] [notice] SIGHUP received.  Attempting to
> > > restart
> > > > [Wed Nov 28 17:08:42 2001] [notice] Apache/1.3.20 (Unix) PHP/4.0.6
> > > > mod_perl/1.26 configured -- resuming normal operations
> > > > [Wed Nov 28 17:08:56 2001] [error] Can't locate object method
> "connect"
> > > via
> > > > package "Apache::DBI::connect" at
> > > > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 420.
> > > > 
> > > > [root at pinguim /root]# find / -name DBI.pm
> > > > /usr/lib/perl5/site_perl/5.6.0/i386-linux/Bundle/DBI.pm
> > > > /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
> > > > /usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/DBI.pm
> > > > /usr/lib/perl5/site_perl/5.6.0/Apache/DBI.pm
> > > > 
> > > > _______________________________________________
> > > > rt-users mailing list
> > > > rt-users at lists.fsck.com
> > > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > > 
> > > 
> > > -- 
> > > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From philippe at belnet.be  Fri Nov 30 09:53:16 2001
From: philippe at belnet.be (Philippe Van Hecke)
Date: Fri, 30 Nov 2001 15:53:16 +0100
Subject: [rt-users] Search by requestor always empty
Message-ID: <200111301453.fAUErH513811@dagesh.fw.belnet.be>

Hi,
I have  installed rt-2-0-9 on Linux box SuSe 7.2 Kernel 2.4.13

Webserver version:

[ Apache/1.3.19 (Unix)  (SuSE/Linux) mod_layout/1.0 mod_throttle/3.0 
mod_fastcgi/2.2.2 PHP/4.0.4pl1 mod_perl/1.25 mod_dtcl ]
Installed modules:
[ PHP4 module ]
[ Apache perl module (mod_perl) ]
[ Apache DAV module (mod_dav) ]

Perl 5.6.0

Used database Postgres SQL 7.0.3


When i make a search of ticket by requestor the result is always empty. 
anyone can help me ?

Philippe Van Hecke
BELNET
http://www.belnet.be







From EAndrejko at transwesttel.com  Fri Nov 30 10:39:26 2001
From: EAndrejko at transwesttel.com (Erik Andrejko)
Date: Fri, 30 Nov 2001 08:39:26 -0700
Subject: [rt-users] Web Client returns nothing to HTTP GET request
Message-ID: <914E67EC8CE4D211881900A0C93C58606015B0@mail.transwesttel.com>

Here is what access_log shows:

[0843][andrejko at twtlnx:/nfs/home/andrejko]$ cat
/www/wwwi.transwesttel.com/logs/access_log | grep /app/rt
calypso.transwesttel.com - - [29/Nov/2001:15:43:55 -0500] "GET /is/app/rt/
HTTP/1.1" 200 684 "-" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:0.9.5)
Gecko/20011014"
[0843][andrejko at twtlnx:/nfs/home/andrejko]$ 

Here is what happens when the page is requested:

[0844][andrejko at twtlnx:/nfs/home/andrejko]$ telnet wwwi.transwesttel.com 80
Trying 207.218.8.251...
Connected to wwwi.transwesttel.com.
Escape character is '^]'.
GET /is/app/rt/ HTTP/1.0

Connection closed by foreign host.
[0844][andrejko at twtlnx:/nfs/home/andrejko]$ 

I don't even get the Apache headers which are:
HTTP/1.1 200 OK
Date: Fri, 30 Nov 2001 15:44:16 GMT
Server: Apache/1.3.22 (Unix) PHP/4.0.6 mod_perl/1.26
Last-Modified: Tue, 06 Nov 2001 23:06:07 GMT
ETag: "c03a-2ac-3be86cdf"
Accept-Ranges: bytes
Content-Length: 684
Connection: close
Content-Type: text/html


Perl is version:

[0845][andrejko at twtlnx:/nfs/home/andrejko]$ which perl
/usr/bin/perl
[0845][andrejko at twtlnx:/nfs/home/andrejko]$ /usr/bin/perl -v

This is perl, v5.6.0 built for i386-linux

Copyright 1987-2000, Larry Wall

Perl may be copied only under the terms of either the Artistic License or
the
GNU General Public License, which may be found in the Perl 5.0 source kit.

Complete documentation for Perl, including FAQ lists, should be found on
this system using `man perl' or `perldoc perl'.  If you have access to the
Internet, point your browser at http://www.perl.com/, the Perl Home Page.

[0846][andrejko at twtlnx:/nfs/home/andrejko]$ 

Thanks,
Erik

> -----Original Message-----
> From:	Ashley Gould [SMTP:agould at aslab.com]
> Sent:	Thursday, November 29, 2001 10:31 PM
> To:	Erik Andrejko
> Subject:	Re: [rt-users] Web Client returns nothing to HTTP GET
> request
> 
> Perhaps the access_log will give you some clues.  If apache is not
> giving an error, you must be accessing something.  Does anything show up
> in the browser at all?
> 
> send the RT parts of your httpd.conf.  
> 
> On Thu, Nov 29, 2001 at 03:29:13PM -0700, Erik Andrejko wrote:
> > After going through all of the install, when I attempt to open the Web
> > Interface I get no data.  No errors can be found in Apache's error_log.
> Is
> > there another log to check?  The install appears successful, the
> database is
> > created, httpd -l lists mod_perl and I modified my httpd.conf and
> config.pm
> > as mentioned in the INSTALL file.
> > 
> > I search the mailing lists using ht://Dig but did not find anything.
> > 
> > 
> > Thanks,
> > Erik A. Andrejko 
> > EAndrejko at transwesttel.com
> > 
> > Trans-West Network Solutions		PH: 602 453 4286
> > 4120 E. Winslow Ave			FAX: 602 437 4742
> > Phoenix AZ 85040
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users



From benjamin-chapman at utulsa.edu  Thu Nov 29 23:00:02 2001
From: benjamin-chapman at utulsa.edu (Benjamin J Chapman)
Date: Thu, 29 Nov 2001 22:00:02 -0600 (CST)
Subject: [rt-users] Windows NT installation
In-Reply-To: <20011129215656.U5467@pallas.fsck.com>
Message-ID: <Pine.GSO.4.30.0111292146320.13865-100000@vega.utulsa.edu>



On Thu, 29 Nov 2001, Jesse Vincent wrote:

> So, to the best of my knowledge, a port of RT to NT has never been attempted,
> but I don't know of anything that is actually unix specific in the code.
>
> Apache, mod_perl, mysql and DBD::mysql all run on NT.  I suspect that
> most of the work needed to do a port is actually in the installation tools.
>
> But no, I've not heard of any windows-based tool that's equivalent to RT.
>
>
> 	-j

Not free, but fairly cheap: <http://www.wonderdesk.com> It's written in
perl, with either a flat file ($499) or MySQL backend ($1,499). It seems
to have similar functionality to RT. It's not my intention to start a
discussion about whether it's better than RT or not.  I'm a *very* happy
RT user. I learned about wonderdesk only when the main campus help desk
chose to adopt it instead of RT, which I recommended.  Wonderdesk runs on
Win2K and Unix/Linux.

Thanks again for RT!

Ben

-- 
Ben Chapman
Director of Computing Resources
University of Tulsa College of Law
bchapman at utulsa.edu



>
>
> On Fri, Nov 30, 2001 at 03:28:28AM +0100, Marcus wrote:
> > On 29.11.01 at 11:21 Jay Kramer wrote:
> > >i've had no luck at it :(  I don't think it will ever run on NT...
> > too
> > >many
> > >unix ties...  at any rate, tell me if you have any luck at all :)
> >
> > Are there any similar Perl applications to RT which could be
> > recommended and are known to run on NT?
> >
> > Thanks,
> >
> > Marcus
> >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
>

-- 
--
Benjamin J. Chapman	benjamin-chapman at utulsa.edu
Director of Computing Resources
University of Tulsa College of Law
(918)631-2405 FAX: (918)631-3126
http://www.utulsa.edu/law




From test at helgrim.com  Thu Nov 29 11:40:40 2001
From: test at helgrim.com (Feargal Reilly)
Date: Thu, 29 Nov 2001 16:40:40 +0000
Subject: [rt-users] Creating scrips with rtadmin
In-Reply-To: <64960.195.108.57.2.1007040559.squirrel@admin.kern.nl>
References: <64960.195.108.57.2.1007040559.squirrel@admin.kern.nl>
Message-ID: <20011129164040.6fe4aae9.test@helgrim.com>

I think the --help is wrong.
I just finished working on the docs for the rt tool, rtadmin is next :)

Anyway, replace --condition with --scrip-condition, --action with --scrip-action, and --template with --scrip-template.

Also, if you have untrusted shell users, you should upgrade to at least rt-2.0.8_02, as a vulnerabillity in the rtadmin tool exists in earlier versions.
Refer to rt-announce archives for details.

Regards,
-Feargal.

On Thu, 29 Nov 2001 14:29:19 +0100 (CET), <marius at kern.nl> wrote:

> Hi,
> 
> I'm using rt2.06 and I'd like to use rtadmin to create new queues in a
> uniform way (ie create a script make-queue.sh or something). I can create
> the queue, but when I try the command:
> 
> /opt/rt2/bin/rtadmin --queue rt-test  --create-scrip --condition OnCreate
> --action NotifyOwner --template Autoreply
> 
> I get the output: Action  not found
> The scrip in the example is a bit silly, but I've tried several things.
> I also tried to replace the action argument with a number, which also
> failed.
> Any suggestions?
> 
> Marius Olsthoorn
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


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

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From jesse at bestpractical.com  Fri Nov 30 11:05:00 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 30 Nov 2001 11:05:00 -0500
Subject: [rt-users] Web Client returns nothing to HTTP GET request
In-Reply-To: <914E67EC8CE4D211881900A0C93C58606015B0@mail.transwesttel.com>; from EAndrejko@transwesttel.com on Fri, Nov 30, 2001 at 08:39:26AM -0700
References: <914E67EC8CE4D211881900A0C93C58606015B0@mail.transwesttel.com>
Message-ID: <20011130110500.V5467@pallas.fsck.com>

How about either the RT error log or the apache error log?


On Fri, Nov 30, 2001 at 08:39:26AM -0700, Erik Andrejko wrote:
> 
> Here is what access_log shows:
> 
> [0843][andrejko at twtlnx:/nfs/home/andrejko]$ cat
> /www/wwwi.transwesttel.com/logs/access_log | grep /app/rt
> calypso.transwesttel.com - - [29/Nov/2001:15:43:55 -0500] "GET /is/app/rt/
> HTTP/1.1" 200 684 "-" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:0.9.5)
> Gecko/20011014"
> [0843][andrejko at twtlnx:/nfs/home/andrejko]$ 
> 
> Here is what happens when the page is requested:
> 
> [0844][andrejko at twtlnx:/nfs/home/andrejko]$ telnet wwwi.transwesttel.com 80
> Trying 207.218.8.251...
> Connected to wwwi.transwesttel.com.
> Escape character is '^]'.
> GET /is/app/rt/ HTTP/1.0
> 
> Connection closed by foreign host.
> [0844][andrejko at twtlnx:/nfs/home/andrejko]$ 
> 
> I don't even get the Apache headers which are:
> HTTP/1.1 200 OK
> Date: Fri, 30 Nov 2001 15:44:16 GMT
> Server: Apache/1.3.22 (Unix) PHP/4.0.6 mod_perl/1.26
> Last-Modified: Tue, 06 Nov 2001 23:06:07 GMT
> ETag: "c03a-2ac-3be86cdf"
> Accept-Ranges: bytes
> Content-Length: 684
> Connection: close
> Content-Type: text/html
> 
> 
> Perl is version:
> 
> [0845][andrejko at twtlnx:/nfs/home/andrejko]$ which perl
> /usr/bin/perl
> [0845][andrejko at twtlnx:/nfs/home/andrejko]$ /usr/bin/perl -v
> 
> This is perl, v5.6.0 built for i386-linux
> 
> Copyright 1987-2000, Larry Wall
> 
> Perl may be copied only under the terms of either the Artistic License or
> the
> GNU General Public License, which may be found in the Perl 5.0 source kit.
> 
> Complete documentation for Perl, including FAQ lists, should be found on
> this system using `man perl' or `perldoc perl'.  If you have access to the
> Internet, point your browser at http://www.perl.com/, the Perl Home Page.
> 
> [0846][andrejko at twtlnx:/nfs/home/andrejko]$ 
> 
> Thanks,
> Erik
> 
> > -----Original Message-----
> > From:	Ashley Gould [SMTP:agould at aslab.com]
> > Sent:	Thursday, November 29, 2001 10:31 PM
> > To:	Erik Andrejko
> > Subject:	Re: [rt-users] Web Client returns nothing to HTTP GET
> > request
> > 
> > Perhaps the access_log will give you some clues.  If apache is not
> > giving an error, you must be accessing something.  Does anything show up
> > in the browser at all?
> > 
> > send the RT parts of your httpd.conf.  
> > 
> > On Thu, Nov 29, 2001 at 03:29:13PM -0700, Erik Andrejko wrote:
> > > After going through all of the install, when I attempt to open the Web
> > > Interface I get no data.  No errors can be found in Apache's error_log.
> > Is
> > > there another log to check?  The install appears successful, the
> > database is
> > > created, httpd -l lists mod_perl and I modified my httpd.conf and
> > config.pm
> > > as mentioned in the INSTALL file.
> > > 
> > > I search the mailing lists using ht://Dig but did not find anything.
> > > 
> > > 
> > > Thanks,
> > > Erik A. Andrejko 
> > > EAndrejko at transwesttel.com
> > > 
> > > Trans-West Network Solutions		PH: 602 453 4286
> > > 4120 E. Winslow Ave			FAX: 602 437 4742
> > > Phoenix AZ 85040
> > > 
> > > 
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From EAndrejko at transwesttel.com  Fri Nov 30 11:06:23 2001
From: EAndrejko at transwesttel.com (Erik Andrejko)
Date: Fri, 30 Nov 2001 09:06:23 -0700
Subject: [rt-users] Web Client returns nothing to HTTP GET request
Message-ID: <914E67EC8CE4D211881900A0C93C58606015B1@mail.transwesttel.com>

[0846][andrejko at twtlnx:/nfs/home/andrejko]$ ls -la /tmp/rt*
-rw-r--r--    1 root     root            0 Nov 29 13:10 /tmp/rt.log.12825.0
-rw-r--r--    1 root     rt              0 Nov 29 13:51 /tmp/rt.log.2051.0
-rw-r--r--    1 root     rt              0 Nov 29 13:51 /tmp/rt.log.2525.0
-rw-r--r--    1 root     rt             28 Nov 29 13:53 /tmp/rt.log.3866.0
-rw-r--r--    1 root     rt              0 Nov 29 13:53 /tmp/rt.log.3868.0
[0906][andrejko at twtlnx:/nfs/home/andrejko]$ cat /tmp/rt*
No $EDITOR variable defined
[0906][andrejko at twtlnx:/nfs/home/andrejko]$ 

The relevant parts of httpd.conf:

 PerlModule Apache::DBI
        PerlFreshRestart On
        PerlRequire /opt/rt2/bin/webmux.pl

        <Location /is/app/rt>
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>


The apache error_log shows nothing:

[0908][andrejko at twtlnx:/nfs/home/andrejko]$ cat
/www/wwwi.transwesttel.com/logs/error_log | grep /rt
[0910][andrejko at twtlnx:/nfs/home/andrejko]$ tail
/www/wwwi.transwesttel.com/logs/error_log
[Fri Nov 30 03:27:24 2001] [error] [client 207.218.8.29] File does not
exist: /www/wwwi.transwesttel.com/html/is/monitor/bb/sounds/y.wav
[Fri Nov 30 03:32:30 2001] [error] [client 207.218.8.29] File does not
exist: /www/wwwi.transwesttel.com/html/is/monitor/bb/sounds/g.wav
[Fri Nov 30 04:22:23 2001] [error] [client 207.218.8.29] File does not
exist: /www/wwwi.transwesttel.com/html/is/monitor/bb/sounds/y.wav
[Fri Nov 30 04:37:23 2001] [error] [client 207.218.8.29] File does not
exist: /www/wwwi.transwesttel.com/html/is/monitor/bb/sounds/g.wav
[Fri Nov 30 10:27:20 2001] [error] [client 207.218.8.123] File does not
exist: /www/wwwi.transwesttel.com/html/is/monitor/bb/sounds/r.wav
[Fri Nov 30 10:27:29 2001] [error] [client 207.218.8.29] File does not
exist: /www/wwwi.transwesttel.com/html/is/monitor/bb/sounds/r.wav
[Fri Nov 30 10:37:21 2001] [error] [client 207.218.8.123] File does not
exist: /www/wwwi.transwesttel.com/html/is/monitor/bb/sounds/y.wav
[Fri Nov 30 10:37:28 2001] [error] [client 207.218.8.29] File does not
exist: /www/wwwi.transwesttel.com/html/is/monitor/bb/sounds/y.wav
[Fri Nov 30 10:42:22 2001] [error] [client 207.218.8.123] File does not
exist: /www/wwwi.transwesttel.com/html/is/monitor/bb/sounds/g.wav
[Fri Nov 30 10:42:34 2001] [error] [client 207.218.8.29] File does not
exist: /www/wwwi.transwesttel.com/html/is/monitor/bb/sounds/g.wav
[0912][andrejko at twtlnx:/nfs/home/andrejko]$ 

Thanks,
Erik

> -----Original Message-----
> From:	Jesse Vincent [SMTP:jesse at bestpractical.com]
> Sent:	Friday, November 30, 2001 9:05 AM
> To:	Erik Andrejko
> Cc:	'rt-users at lists.fsck.com'
> Subject:	Re: [rt-users] Web Client returns nothing to HTTP GET
> request
> 
> How about either the RT error log or the apache error log?
> 
> 
> On Fri, Nov 30, 2001 at 08:39:26AM -0700, Erik Andrejko wrote:
> > 
> > Here is what access_log shows:
> > 
> > [0843][andrejko at twtlnx:/nfs/home/andrejko]$ cat
> > /www/wwwi.transwesttel.com/logs/access_log | grep /app/rt
> > calypso.transwesttel.com - - [29/Nov/2001:15:43:55 -0500] "GET
> /is/app/rt/
> > HTTP/1.1" 200 684 "-" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:0.9.5)
> > Gecko/20011014"
> > [0843][andrejko at twtlnx:/nfs/home/andrejko]$ 
> > 
> > Here is what happens when the page is requested:
> > 
> > [0844][andrejko at twtlnx:/nfs/home/andrejko]$ telnet wwwi.transwesttel.com
> 80
> > Trying 207.218.8.251...
> > Connected to wwwi.transwesttel.com.
> > Escape character is '^]'.
> > GET /is/app/rt/ HTTP/1.0
> > 
> > Connection closed by foreign host.
> > [0844][andrejko at twtlnx:/nfs/home/andrejko]$ 
> > 
> > I don't even get the Apache headers which are:
> > HTTP/1.1 200 OK
> > Date: Fri, 30 Nov 2001 15:44:16 GMT
> > Server: Apache/1.3.22 (Unix) PHP/4.0.6 mod_perl/1.26
> > Last-Modified: Tue, 06 Nov 2001 23:06:07 GMT
> > ETag: "c03a-2ac-3be86cdf"
> > Accept-Ranges: bytes
> > Content-Length: 684
> > Connection: close
> > Content-Type: text/html
> > 
> > 
> > Perl is version:
> > 
> > [0845][andrejko at twtlnx:/nfs/home/andrejko]$ which perl
> > /usr/bin/perl
> > [0845][andrejko at twtlnx:/nfs/home/andrejko]$ /usr/bin/perl -v
> > 
> > This is perl, v5.6.0 built for i386-linux
> > 
> > Copyright 1987-2000, Larry Wall
> > 
> > Perl may be copied only under the terms of either the Artistic License
> or
> > the
> > GNU General Public License, which may be found in the Perl 5.0 source
> kit.
> > 
> > Complete documentation for Perl, including FAQ lists, should be found on
> > this system using `man perl' or `perldoc perl'.  If you have access to
> the
> > Internet, point your browser at http://www.perl.com/, the Perl Home
> Page.
> > 
> > [0846][andrejko at twtlnx:/nfs/home/andrejko]$ 
> > 
> > Thanks,
> > Erik
> > 
> > > -----Original Message-----
> > > From:	Ashley Gould [SMTP:agould at aslab.com]
> > > Sent:	Thursday, November 29, 2001 10:31 PM
> > > To:	Erik Andrejko
> > > Subject:	Re: [rt-users] Web Client returns nothing to HTTP GET
> > > request
> > > 
> > > Perhaps the access_log will give you some clues.  If apache is not
> > > giving an error, you must be accessing something.  Does anything show
> up
> > > in the browser at all?
> > > 
> > > send the RT parts of your httpd.conf.  
> > > 
> > > On Thu, Nov 29, 2001 at 03:29:13PM -0700, Erik Andrejko wrote:
> > > > After going through all of the install, when I attempt to open the
> Web
> > > > Interface I get no data.  No errors can be found in Apache's
> error_log.
> > > Is
> > > > there another log to check?  The install appears successful, the
> > > database is
> > > > created, httpd -l lists mod_perl and I modified my httpd.conf and
> > > config.pm
> > > > as mentioned in the INSTALL file.
> > > > 
> > > > I search the mailing lists using ht://Dig but did not find anything.
> > > > 
> > > > 
> > > > Thanks,
> > > > Erik A. Andrejko 
> > > > EAndrejko at transwesttel.com
> > > > 
> > > > Trans-West Network Solutions		PH: 602 453 4286
> > > > 4120 E. Winslow Ave			FAX: 602 437 4742
> > > > Phoenix AZ 85040
> > > > 
> > > > 
> > > > _______________________________________________
> > > > rt-users mailing list
> > > > rt-users at lists.fsck.com
> > > > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From cgilmore at tivoli.com  Fri Nov 30 12:19:07 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Fri, 30 Nov 2001 11:19:07 -0600
Subject: [rt-users] Reference information missing after upgrade
Message-ID: <000501c179c3$1f06d690$69285492@tivoli.com>

Heya. I'm in the midst of upgrading from 2.0.4 to 2.0.9. I'm testing the
upgrade on a development host first, so my production environment is still
2.0.4. Some of the last tickets I modified included references to each
other. I dumped the rt2 database this morning from production and loaded
it into dev. I then ran a 'make update' in dev. The dev version of rt was
2.0.8. All seems well except the references have disappeared from the web
ui. Any ideas what might be the culprit?

Thanks,
Christian

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




From cgilmore at tivoli.com  Fri Nov 30 12:35:04 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Fri, 30 Nov 2001 11:35:04 -0600
Subject: [rt-users] Reference information missing after upgrade
In-Reply-To: <000501c179c3$1f06d690$69285492@tivoli.com>
Message-ID: <000601c179c5$58f31b50$69285492@tivoli.com>

Quick ammendment: the ticket body shows the reference transaction, it just
doesn't show in the relationships box of either the referring or the
referred-to ticket.

Thanks,
Christian

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Christian Gilmore
> Sent: Friday, November 30, 2001 11:19 AM
> To: RT Users Mailing List (E-mail)
> Subject: [rt-users] Reference information missing after upgrade
>
>
> Heya. I'm in the midst of upgrading from 2.0.4 to 2.0.9. I'm
> testing the
> upgrade on a development host first, so my production
> environment is still
> 2.0.4. Some of the last tickets I modified included references to each
> other. I dumped the rt2 database this morning from production
> and loaded
> it into dev. I then ran a 'make update' in dev. The dev
> version of rt was
> 2.0.8. All seems well except the references have disappeared
> from the web
> ui. Any ideas what might be the culprit?





From agould at aslab.com  Fri Nov 30 12:47:59 2001
From: agould at aslab.com (Ashley Gould)
Date: Fri, 30 Nov 2001 09:47:59 -0800
Subject: [rt-users] CSS/Segfault problem
In-Reply-To: <000601c179b5$829181a0$cd01a8c0@acexp>; from jay@mojomole.com on Fri, Nov 30, 2001 at 09:41:42AM -0600
References: <Pine.LNX.4.30.0111292013250.13884-100000@beast.toad.net> <20011129214450.D28654@dagda.aslab.com> <000601c179b5$829181a0$cd01a8c0@acexp>
Message-ID: <20011130094759.E28890@dagda.aslab.com>

I beleive the primary difference for me was building perl 5.6.1 
with libperl as shared object.

I have built RT no less than 6 times.  This was the primary difference
in my last build.

ashley


On Fri, Nov 30, 2001 at 09:41:42AM -0600, Jay Kramer wrote:
> 
> I want to take a poll about this, because I have "NEVER" seen this problem,
> but, the only thing I can think I have done differently is that I built
> everything myself, and did not use the RPM's or DEB's or whatnot ;)  How
> many people that have seen this problem built from source?  How many
> installed their distributions packages?  What distribution?  What were
> versions of 'the important stuff' did you have installed?  I keep leaning
> towards this being a packaging problem with one (or more) of the
> distributions..
> 
> Jay
> 
> > Come to think of it, I haven't seen that one since my last
> > install (2.0.8).  I checked my error_log and nothing for at
> > least 30 days.  I built every thing by hand.  Here's some snips from
> > my install notes:
> >
> > I'm building postgres, perl, apache, and mod-perl from sources:
> > perl-5.6.1
> > postgresql-7.1.3
> > apache_1.3.22
> > mod_perl-1.26
> > rt-2-0-8
> >
> > Mail server is postfix from SuSe7.2 RPMs
> >
> >
> > ---------------------------
> > fisrt I built a new kernel.
> > develrt:/usr/include # uname -r
> > 2.4.9-ac9-2
> >
> > -----------------------------
> > Then I built perl 5.6.1 with libperl as shared object:
> > develrt:/usr/local/build/perl-5.6.1 # sh Configure -Duseshrplib
> > develrt:/usr/local/build/perl-5.6.1 # make
> > develrt:/usr/local/build/perl-5.6.1 # make test
> > develrt:/usr/local/build/perl-5.6.1 # make install
> >
> > ------------------------------
> > Building postgres
> >
> > develrt:/usr/local/build/postgresql-7.1.3 # cat startbuild
> > #!/bin/bash
> > # This is the flags I'm using to configure building postgres
> >
> > ./configure --enable-locale  \
> >         --with-perl \
> >         --enable-multibyte \
> >         --enable-unicode-conversion \
> >         --enable-syslog\
> >         --with-python \
> >         --with-openssl
> >
> >
> > develrt:/usr/local/build/postgresql-7.1.3 # ./startbuild
> > develrt:/usr/local/build/postgresql-7.1.3 # make
> > develrt:/usr/local/build/postgresql-7.1.3 # make install
> >
> > develrt:/usr/local/build/postgresql-7.1.3 # grep postgres /etc/passwd
> > postgres:x:26:2:Postgres Database Admin:/usr/local/pgsql:/bin/bash
> > develrt:/usr/local # chown -R postgres.daemon pgsql/
> > develrt:/usr/local # su - postgres
> > postgres at develrt:~ > /usr/local/pgsql/bin/initdb -D
> > /usr/local/pgsql/data
> > postgres at develrt:~ > /usr/local/pgsql/bin/pg_ctl -D
> > /usr/local/pgsql/data -l log
> >
> > The "-i" flag is needed so that rt can connect over the loopback
> > interface
> > I set up this start command line in /etc/init.d/boot.local:
> >
> > # start postgres
> > /usr/bin/sudo -u postgres /usr/bin/pg_ctl -o "-i -p 5432" -D
> > /var/lib/pgsql/data
> >
> >
> >
> >
> > -------------------------------------
> > Building apache with mod_perl non-DSO
> >
> > develrt:/usr/local/build/mod_perl-1.26 # perl Makefile.PL
> > APACHE_SRC=../apache_1
> > develrt:/usr/local/build/mod_perl-1.26 # make && make test && make
> > install
> > develrt:/usr/local/build/mod_perl-1.26 # cd ../apache_1.3.22/
> > develrt:/usr/local/build/apache_1.3.22 # make install
> >
> >
> >
> > -------------------------------------
> > 3)   Satisfy RT's myriad dependencies
> >
> > ran make fixdeps, configured cpan.  Looked good up to DBD-Pg:
> >
> >   CPAN.pm: Going to build M/ME/MERGL/DBD-Pg-1.01.tar.gz
> >
> > Configuring Pg
> > Remember to actually read the README file !
> > please set environment variables POSTGRES_INCLUDE and POSTGRES_LIB !
> > Running make test
> >   Make had some problems, maybe interrupted? Won't test
> > Running make install
> >   Make had some problems, maybe interrupted? Won't install
> >
> > I'm buidling it by hand:
> > develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # export
> > POSTGRES_HOME=/usr/loc
> > develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # perl Makefile.PL
> > velrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # make
> > develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # make test
> > develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # su postgres
> > develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # make test
> > develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # exit
> > develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # make install
> >
> >
> > Looks good. Trying make fixdeps again:
> >
> >  got everything but Apache::Session.  Fails on install because failed
> > tests were looking for Storable.pmi and Digest/MD5.pm.  So I installed
> > that with cpan:
> > develrt:/usr/local/build/rt-2-0-8 # perl -MCPAN -e shell
> > cpan> install Storable
> > cpan> install Digest::MD5
> >
> > develrt:/usr/local/build/.cpan/build/Apache-Session-1.54 # make test
> > develrt:/usr/local/build/.cpan/build/Apache-Session-1.54 # make install
> >
> >
> > My kit is all good.  But wait! there was a post on the RT users list:
> >
> > have you installed DBI::SearchBuilder 0.46-test1, as recommended in
> > last week's conversation about performance tuning?
> >
> >
> > I think I had better do it.  Oh, well.  All I could find was
> > DBIx::SearchBuiler-0.46.  I hope that is recent enough.
> >
> >
> > -------------------------------
> > 5)   5a  FOR A NEW INSTALLATION:
> >
> > First I couldn't connect to the database:
> > I then restarted postgres with the -i flag:
> > sudo -u postgres postmaster -i -D /usr/local/pgsql/data/ &
> >
> >       -i     Allows  clients  to  connect  via  TCP/IP (Internet
> >               domain)  connections.  Without  this  option,  only
> >               local  Unix domain socket connections are accepted.
> >
> > This way the RT install could connect over the loopback interface.
> >
> >
> >
> > On Thu, Nov 29, 2001 at 08:14:45PM -0500, David C. Troy wrote:
> > >
> > > Just checking in to see if anyone had come up with a reproducible
> solution
> > > to the CSS/Segfault problem that has been discussed repeatedly.  I am
> > > seeing it on a RH 7.1 system.
> > >
> > > Dave
> > >
> > > =====================================================================
> > > David C. Troy   [dave at toad.net]                   410-544-6193 Sales
> > > ToadNet - Want to go fast?                        410-544-1329 FAX
> > > 570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net
> > >
> > >
> > > _______________________________________________
> > > 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 darrellb at hhcl.com  Fri Nov 30 13:13:55 2001
From: darrellb at hhcl.com (Darrell Berry)
Date: Fri, 30 Nov 2001 18:13:55 +0000
Subject: [rt-users] priority levels/colourcoding
Message-ID: <3C07CC63.7050803@hhcl.com>

we've been using RT for awhile noe, and top of my personal feature 
requests is a system for colour-coding by priority...

and of course auto-=escalation, although i haven't tried the 'escalator' 
script yet...is there a proper feature request list somewhere?

thx for a great product




From agould at aslab.com  Fri Nov 30 13:19:44 2001
From: agould at aslab.com (Ashley Gould)
Date: Fri, 30 Nov 2001 10:19:44 -0800
Subject: [rt-users] Re: RT install notes
In-Reply-To: <a05010401b82d610138a2@[192.168.0.3]>; from garyy@mac.com on Fri, Nov 30, 2001 at 08:24:34AM -0800
References: <a05010401b82d610138a2@[192.168.0.3]>
Message-ID: <20011130101944.F28890@dagda.aslab.com>

This was on SuSE 7.2 and I'm using postgresql instead of mysql.  I
definitely recommend building apache, mod-perl and perl 5.6.1 by hand.

good luck

ashley


On Fri, Nov 30, 2001 at 08:24:34AM -0800, Gary Young wrote:
> Ashley,
> I saw you mention your RT install notes and I would like to request a 
> copy. I'm in the middle of an install on a Redhat 7.1 box and could 
> use some more docs to look at. Thanks for your time.
> -- 
> Gary Young
> http://www.garyy.net/
-------------- next part --------------
This is to be the asl RT server:
1U Lancelot with 655mHz and 256MB ram.  
Only one 8.2GB hard disk.  
OS is SuSE 7.2  (see files rt_server_specs, rt_server_package_list)

At the time of building this host was named develrt at aslab.com.
When it goes into production I'm renaming it to support.aslab.com


I'm building postgres, perl, apache, and mod-perl from sources:
perl-5.6.1
postgresql-7.1.3
apache_1.3.22
mod_perl-1.26
rt-2-0-8

Mail server is postfix from SuSe7.2 RPMs


---------------------------
fisrt I built a new kernel. 
develrt:/usr/include # uname -r
2.4.9-ac9-2

Then I had to remove the suse default includes
and relink them against my new kernel:
develrt:/usr/include # mv linux/ linux.old
develrt:/usr/include # ln -s ../src/linux/include/linux
develrt:/usr/include # mv asm asm.old
develrt:/usr/include # ln -s ../src/linux/include/asm

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

------------------------------
Then I ran the VA stress test:
develrt:/usr/src/ctcs-1.2.9 # ./newburn -b -r -t -g

Initializing test run for control file newburn.tcf...
Current time: Thu Oct 11 11:34:31 PDT 2001
**** Test in progress ****
Thu Oct 11 11:34:32 PDT 2001: BBlvmaN0 1/0 TEST INITIALIZATION ERROR
Thu Oct 11 11:34:32 PDT 2001: BBlvmaN1 1/0 TEST INITIALIZATION ERROR
Thu Oct 11 11:34:33 PDT 2001: BBlvmaN4 1/0 TEST INITIALIZATION ERROR
Thu Oct 11 11:34:33 PDT 2001: BBlvmaN3 1/0 TEST INITIALIZATION ERROR
Thu Oct 11 11:34:33 PDT 2001: BBlvmaN5 1/0 TEST INITIALIZATION ERROR
Thu Oct 11 11:34:33 PDT 2001: BBlvmaN2 1/0 TEST INITIALIZATION ERROR
Thu Oct 11 11:34:34 PDT 2001: BBlvmaN6 1/0 TEST INITIALIZATION ERROR
Thu Oct 11 11:34:34 PDT 2001: BBlvmaN7 1/0 TEST INITIALIZATION ERROR
Aborting on signal INT, please wait...
Exiting test run..
Displaying report...
Total test time: 15h41m9s
Tests FAILED:
BBlvmaN0 ran 1 times in 3s, failed on 1 attempts.
BBlvmaN1 ran 1 times in 3s, failed on 1 attempts.
BBlvmaN2 ran 1 times in 3s, failed on 1 attempts.
BBlvmaN3 ran 1 times in 3s, failed on 1 attempts.
BBlvmaN4 ran 1 times in 3s, failed on 1 attempts.
BBlvmaN5 ran 1 times in 3s, failed on 1 attempts.
BBlvmaN6 ran 1 times in 3s, failed on 1 attempts.
BBlvmaN7 ran 1 times in 3s, failed on 1 attempts.
Tests passed:
LTP MMX0 HEARTBEAT DMESG KERNEL BBhdaN0 SYSLOG BBhdaN1 BBhdaN2 BBhdaN3
BBhdaN4 BBhdaN5 NBENCH BBhdaN6 BBhdaN7 CACHE MEMORY0 CPU0 
**** Test run was interrupted with errors ****





------------------------------
Building postgres

develrt:/usr/local/build/postgresql-7.1.3 # cat startbuild
#!/bin/bash
# This is the flags I'm using to configure building postgres

./configure --enable-locale  \
        --with-perl \
        --enable-multibyte \
        --enable-unicode-conversion \
        --enable-syslog\
        --with-python \
        --with-openssl 


develrt:/usr/local/build/postgresql-7.1.3 # ./startbuild 
develrt:/usr/local/build/postgresql-7.1.3 # make 
develrt:/usr/local/build/postgresql-7.1.3 # make install

develrt:/usr/local/build/postgresql-7.1.3 # grep postgres /etc/passwd
postgres:x:26:2:Postgres Database Admin:/usr/local/pgsql:/bin/bash
develrt:/usr/local # chown -R postgres.daemon pgsql/
develrt:/usr/local # su - postgres
postgres at develrt:~ > /usr/local/pgsql/bin/initdb -D /usr/local/pgsql/data 
postgres at develrt:~ > /usr/local/pgsql/bin/pg_ctl -D /usr/local/pgsql/data -l logfile -i -p 5432 start

The "-i" flag is needed so that rt can connect over the loopback interface
I set up this start command line in /etc/init.d/boot.local:

# start postgres
/usr/bin/sudo -u postgres /usr/bin/pg_ctl -o "-i -p 5432" -D /var/lib/pgsql/data -l /usr/local/pgsql/logfile start 2>&1




-------------------------------------
Building apache with mod_perl non-DSO

develrt:/usr/local/build/mod_perl-1.26 # perl Makefile.PL APACHE_SRC=../apache_1.3.22/src USE_APACI=1 DO_HTTPD=1 EVERYTHING=1
develrt:/usr/local/build/mod_perl-1.26 # make && make test && make install
develrt:/usr/local/build/mod_perl-1.26 # cd ../apache_1.3.22/
develrt:/usr/local/build/apache_1.3.22 # make install



--------------------------------
Misceallany:
develrt:/etc # diff profile profile.dist
50,53d49
< 
< #  added for locally built programs (ag 10/24/2001)
< PATH=$PATH:/usr/local/apache/bin:/usr/local/pgsql/bin
< 

develrt:/etc # diff manpath.config manpath.config.dist
30,32d29
< MANDATORY_MANPATH                       /usr/local/apache/man
< MANDATORY_MANPATH                       /usr/local/pgsql/man
< 
56,57d52
< MANPATH_MAP   /usr/local/apache/bin   /usr/local/apache/man
< MANPATH_MAP   /usr/local/pgsql/bin    /usr/local/pgsql/man




----------------------------------
----------------------------------
Builing RT: rt-2-0-8

Following the recipe in the README

1)   Unpack this distribution

--------------------------------
2)   Check over /tmp/rt/Makefile
develrt:/usr/local/build/rt-2-0-8 # diff Makefile Makefile.dist 
5c5
< PERL                  =       /usr/local/bin/perl
---
> PERL                  =       /usr/bin/perl
41c41
< RT_PATH                       =       /usr/local/rt2
---
> RT_PATH                       =       /opt/rt2
102c102
< DB_TYPE               =       Pg
---
> DB_TYPE               =       mysql
107c107
< DB_HOME               = /usr/local/pgsql
---
> DB_HOME               = /usr
120c120
< DB_DBA                   =    postgres
---
> DB_DBA                   =    root
158c158
< DB_RT_PASS      =      Morrigen
---
> DB_RT_PASS      =      rt_pass


-------------------------------------
3)   Satisfy RT's myriad dependencies

ran make fixdeps, configured cpan.  Looked good up to DBD-Pg:

"""
  CPAN.pm: Going to build M/ME/MERGL/DBD-Pg-1.01.tar.gz

Configuring Pg
Remember to actually read the README file !
please set environment variables POSTGRES_INCLUDE and POSTGRES_LIB !
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install
"""

I'm buidling it by hand:
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # export POSTGRES_HOME=/usr/local/pgsql
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # perl Makefile.PL
velrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # make
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # make test
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # su postgres
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # make test
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # exit     
develrt:/usr/local/build/.cpan/build/DBD-Pg-1.01 # make install


Looks good. Trying make fixdeps again:

 got everything but Apache::Session.  Fails on install because failed
tests were looking for Storable.pmi and Digest/MD5.pm.  So I installed 
that with cpan:
develrt:/usr/local/build/rt-2-0-8 # perl -MCPAN -e shell
cpan> install Storable
cpan> install Digest::MD5

develrt:/usr/local/build/.cpan/build/Apache-Session-1.54 # make test
develrt:/usr/local/build/.cpan/build/Apache-Session-1.54 # make install


My kit is all good.  But wait! there was a post on the RT users list:

have you installed DBI::SearchBuilder 0.46-test1, as recommended in
last week's conversation about performance tuning?


I think I had better do it.  Oh, well.  All I could find was
DBIx::SearchBuiler-0.46.  I hope that is recent enough.


------------------------------
4)   Create a group called 'rt'
develrt:/usr/local/build/rt-2-0-8 # groupadd rt


-------------------------------
5)   5a  FOR A NEW INSTALLATION:

First I couldn't connect to the database:

develrt:/usr/local/build/rt-2-0-8 # make install
mkdir -p //usr/local/rt2/bin
mkdir -p //usr/local/rt2/WebRT/data
mkdir -p //usr/local/rt2/WebRT/sessiondata
mkdir -p //usr/local/rt2/etc
mkdir -p //usr/local/rt2/lib
mkdir -p //usr/local/rt2/WebRT/html
mkdir -p //usr/local/rt2/local/WebRT/html
/usr/local/bin/perl     tools/initdb 'Pg' '/usr/local/pgsql' 'localhost'
'5432' 'postgres' 'rt2' create
Database creation parameters:

DB_TYPE         = Pg
DB_HOME         = /usr/local/pgsql
DB_HOST         = localhost
DB_DBA          = postgres
DB_DBA_PASSWORD = <hidden>
DB_DATABASE     = rt2
Now creating a database for RT.
Enter the Pg password for postgres: 
Creating Pg database rt2.
 arguments to create_databaes:
dbi:Pg:dbname=rt2;host=localhost;port=5432, postgres, asllinux
DBI->connect(dbname=template1;host=localhost;port=5432) failed:
connectDBStart() -- connect() failed: Connection refused at
/usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 74
connectDBStart() -- connect() failed: Connection refused at
/usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 74,
<STDIN> line 1.
make: *** [createdb] Error 255


so I set the password for the
user postgres in the database:
develrt:/etc # su - postgres
postgres at develrt:~ > psql template1
Welcome to psql, the PostgreSQL interactive terminal.

Type:  \copyright for distribution terms
       \h for help with SQL commands
       \? for help on internal slash commands
       \g or terminate with semicolon to execute query
       \q to quit

template1=# select * from pg_shadow;
 usename  | usesysid | usecreatedb | usetrace | usesuper | usecatupd |
passwd | valuntil 
----------+----------+-------------+----------+----------+-----------+--------+----------
ch postgres |       26 | t           | t        | t        | t         |
| 
(1 row)

template1=# alter user postgres with password 'asllinux';
ALTER USER
template1=# \q

Didn't help.  


SOLUTION:
I then restarted postgres with the -i flag:
sudo -u postgres postmaster -i -D /usr/local/pgsql/data/ &

      -i     Allows  clients  to  connect  via  TCP/IP (Internet
              domain)  connections.  Without  this  option,  only
              local  Unix domain socket connections are accepted.

This way the RT install could connect over the loopback interface.

"""
Congratulations. RT has been installed. 
You must now configure it by editing /usr/local/rt2/etc/config.pm.

From rael at zero.kgon.com  Fri Nov 30 13:21:04 2001
From: rael at zero.kgon.com (Karel P Kerezman)
Date: 30 Nov 2001 10:21:04 -0800
Subject: [rt-users] priority levels/colourcoding
In-Reply-To: <3C07CC63.7050803@hhcl.com>
References: <3C07CC63.7050803@hhcl.com>
Message-ID: <1007144465.28351.0.camel@zero.kgon.com>

On Fri, 2001-11-30 at 10:13, Darrell Berry wrote:
> we've been using RT for awhile noe, and top of my personal feature 
> requests is a system for colour-coding by priority...
> 
> and of course auto-=escalation, although i haven't tried the 'escalator' 
> script yet...is there a proper feature request list somewhere?

The escalator script system does work. Having said that, you should take
extra care making sure that your scrips are set up in such a way that
the requestors, et al don't become completely annoyed with RT sending
them scads of email. (As was the case in our shop... "notify upon
transaction" turned out to be a bad, bad idea!)

-- 
Karel P Kerezman, IS Admin Entercom Portland

I found Jesus!  (He was behind the couch the whole time...)
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From jay at mojomole.com  Fri Nov 30 14:18:34 2001
From: jay at mojomole.com (Jay Kramer)
Date: Fri, 30 Nov 2001 13:18:34 -0600
Subject: [rt-users] Priority Exceeds scripcondition..
Message-ID: <003601c179d3$e12ce240$cd01a8c0@acexp>

Okay, is ANYONE using the PriorityExceeds ScripCondition?  If so, what kind of luck have you had with it?  I have it setup where the priority exceeds 3 different levels different warnings go out, but if it exceeds a level higher than the one prior, I don't want the prior warning going out, so I need a PriorityBetween scrip instead..  Now, above that.. I think this scrip fires everytime a transaction goes through..  ANY transaction, not just a priorty change transaction..  Is this the intended behavior?  If not, I'll figure out whats wrong and submit a patch, unless someone has already fixed it and has not made it public..  

Jay
(this one is VERY useful, but has been disabled because of the annoyingness factor..)
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From jesse at bestpractical.com  Fri Nov 30 15:13:39 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 30 Nov 2001 15:13:39 -0500
Subject: [rt-users] Reference information missing after upgrade
In-Reply-To: <000501c179c3$1f06d690$69285492@tivoli.com>; from cgilmore@tivoli.com on Fri, Nov 30, 2001 at 11:19:07AM -0600
References: <000501c179c3$1f06d690$69285492@tivoli.com>
Message-ID: <20011130151339.W5467@pallas.fsck.com>

At a guess, the $Organization changed....I belive that's used as a key for 
the relationships URIs


On Fri, Nov 30, 2001 at 11:19:07AM -0600, Christian Gilmore wrote:
> Heya. I'm in the midst of upgrading from 2.0.4 to 2.0.9. I'm testing the
> upgrade on a development host first, so my production environment is still
> 2.0.4. Some of the last tickets I modified included references to each
> other. I dumped the rt2 database this morning from production and loaded
> it into dev. I then ran a 'make update' in dev. The dev version of rt was
> 2.0.8. All seems well except the references have disappeared from the web
> ui. Any ideas what might be the culprit?
> 
> Thanks,
> Christian
> 
> -----------------
> Christian Gilmore
> Team Lead
> Web Infrastructure & Tools
> IBM Software Group
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Fri Nov 30 15:15:58 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 30 Nov 2001 15:15:58 -0500
Subject: [rt-users] Priority Exceeds scripcondition..
In-Reply-To: <003601c179d3$e12ce240$cd01a8c0@acexp>; from jay@mojomole.com on Fri, Nov 30, 2001 at 01:18:34PM -0600
References: <003601c179d3$e12ce240$cd01a8c0@acexp>
Message-ID: <20011130151558.X5467@pallas.fsck.com>

So, that condition is "IfPriorityExceeds."

It fires if the priority is over a certain threshold. that is the desired
behavior.  

You want to build a new Condition for 'IfPriorityBecomes' or somesuch....

On Fri, Nov 30, 2001 at 01:18:34PM -0600, Jay Kramer wrote:
> Okay, is ANYONE using the PriorityExceeds ScripCondition?  If so, what kind of luck have you had with it?  I have it setup where the priority exceeds 3 different levels different warnings go out, but if it exceeds a level higher than the one prior, I don't want the prior warning going out, so I need a PriorityBetween scrip instead..  Now, above that.. I think this scrip fires everytime a transaction goes through..  ANY transaction, not just a priorty change transaction..  Is this the intended behavior?  If not, I'll figure out whats wrong and submit a patch, unless someone has already fixed it and has not made it public..  
> 
> Jay
> (this one is VERY useful, but has been disabled because of the annoyingness factor..)

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



From awfief at usg.tufts.edu  Fri Nov 30 15:36:11 2001
From: awfief at usg.tufts.edu (Sheeri Kritzer)
Date: Fri, 30 Nov 2001 15:36:11 -0500 (EST)
Subject: [rt-users] resolving tickets with 2.0.9?
Message-ID: <Pine.LNX.4.33.0111301534340.13893-100000@prickpunch.usg.tufts.edu>

I upgraded to 2.0.9 from 2.0.8, and now I can't seem to resolve tickets.  
I'm running it under solaris 5.8, sun4u sparc, on an ultra 250, with a 
mysql backend.  I do have "ModifyTicket" privileges on all queues.  

I can't seem to change any statuses, in fact, except when creating the 
ticket. 


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




From lughnasad at privatkopie.de  Fri Nov 30 16:16:43 2001
From: lughnasad at privatkopie.de (Lughnasad)
Date: Fri, 30 Nov 2001 22:16:43 +0100
Subject: [rt-users] Question!!
Message-ID: <000a01c179e4$4fc528b0$0100a8c0@LUGHIS>

Hello again ;)
 
So my first problem is mounted by /dev/null ;)
 
So my next problem is, an User send me an email to the rt mailgateway..
its all ok, the mail is show on queue.. So my Problem is, Use become no
Answer from RT2 is it correct?? I require this function ....
 
Help ;)
 
Many thx
 
 
Your stupid Lughnasad ;)
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From alex.noffe at x-project.net  Fri Nov 30 16:11:46 2001
From: alex.noffe at x-project.net (Alex Noffe)
Date: Fri, 30 Nov 2001 22:11:46 +0100
Subject: [rt-users] Question!!
Message-ID: <000001c179e3$9ea6c070$0100a8c0@LUGHIS>

Hello again ;)
 
So my first problem is mounted by /dev/null ;)
 
So my next problem is, an User send me an email to the rt mailgateway..
its all ok, the mail is show on queue.. So my Problem is, Use become no
Answer from RT2 is it correct?? I require this function ....
 
Help ;)
 
Many thx
 
 
Your stupid Lughnasad ;)
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From awfief at usg.tufts.edu  Fri Nov 30 16:54:08 2001
From: awfief at usg.tufts.edu (Sheeri Kritzer)
Date: Fri, 30 Nov 2001 16:54:08 -0500 (EST)
Subject: [rt-users] resolving tickets in 2.0.9?
Message-ID: <Pine.LNX.4.33.0111301653020.13893-100000@prickpunch.usg.tufts.edu>

Hey all,

I found my problem:  i had, in my httpd.conf file, pointers to another 
program that used some of the same modules (mod_perl, mason) and it had 
gone wonky.  

Just changed the httpd.conf back to the safe one, and voila! it was happy.

Thanx to Jesse for helping.

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




From pdh at snapgear.com  Fri Nov 30 17:32:56 2001
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 1 Dec 2001 08:32:56 +1000
Subject: [rt-users] Web Client returns nothing to HTTP GET request
In-Reply-To: <914E67EC8CE4D211881900A0C93C58606015B0@mail.transwesttel.com>; from EAndrejko@transwesttel.com on Fri, Nov 30, 2001 at 08:39:26AM -0700
References: <914E67EC8CE4D211881900A0C93C58606015B0@mail.transwesttel.com>
Message-ID: <20011201083256.A77072@dorfl.internal.moreton.com.au>

Erik Andrejko wrote:
> Here is what access_log shows:
> 
> [0843][andrejko at twtlnx:/nfs/home/andrejko]$ cat
> /www/wwwi.transwesttel.com/logs/access_log | grep /app/rt
> calypso.transwesttel.com - - [29/Nov/2001:15:43:55 -0500] "GET /is/app/rt/
> HTTP/1.1" 200 684 "-" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:0.9.5)
> Gecko/20011014"
> [0843][andrejko at twtlnx:/nfs/home/andrejko]$ 
> 
> [0844][andrejko at twtlnx:/nfs/home/andrejko]$ telnet wwwi.transwesttel.com 80
> Trying 207.218.8.251...
> Connected to wwwi.transwesttel.com.
> Escape character is '^]'.
> GET /is/app/rt/ HTTP/1.0
> 
> I don't even get the Apache headers which are:
> HTTP/1.1 200 OK

I'd be a little concerned if Apache sent a HTTP/1.1 response to
a HTTP/1.0 request. Try the telnet request again:

GET /is/app/rt/ HTTP/1.1
Host: wwwi.transwesttel.com


iday, November 30, 2001 3:33 PM
> To:	Erik Andrejko
> Cc:	'rt-users at lists.fsck.com'
> Subject:	Re: [rt-users] Web Client returns nothing to HTTP GET
> request
> 
> Erik Andrejko wrote:
> > Here is what access_log shows:
> > 
> > [0843][andrejko at twtlnx:/nfs/home/andrejko]$ cat
> > /www/wwwi.transwesttel.com/logs/access_log | grep /app/rt
> > calypso.transwesttel.com - - [29/Nov/2001:15:43:55 -0500] "GET
> /is/app/rt/
> > HTTP/1.1" 200 684 "-" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:0.9.5)
> > Gecko/20011014"
> > [0843][andrejko at twtlnx:/nfs/home/andrejko]$ 
> > 
> > [0844][andrejko at twtlnx:/nfs/home/andrejko]$ telnet wwwi.transwesttel.com
> 80
> > Trying 207.218.8.251...
> > Connected to wwwi.transwesttel.com.
> > Escape character is '^]'.
> > GET /is/app/rt/ HTTP/1.0
> > 
> > I don't even get the Apache headers which are:
> > HTTP/1.1 200 OK
> 
> I'd be a little concerned if Apache sent a HTTP/1.1 response to
> a HTTP/1.0 request. Try the telnet request again:
> 
> GET /is/app/rt/ HTTP/1.1
> Host: wwwi.transwesttel.com



From vincent at eec.de  Fri Nov 30 18:17:39 2001
From: vincent at eec.de (Vincent - D. Ertner)
Date: Sat, 1 Dec 2001 00:17:39 +0100
Subject: [rt-users] Changing $rtname
Message-ID: <156365425703.20011201001739@eec.de>

Hi RTUsers,

I have to change the $rtname for my Request Tracker. The
Config.pm says

   ... once you start using a given tag, you should probably
   never change it ...

... now: How can I change it?

Background: The RT should be used for multiple domains, thus
the domain name isn't suitable anymore ...

Cheers,

Vince

 '''
 ???
  -




From EAndrejko at transwesttel.com  Fri Nov 30 17:32:32 2001
From: EAndrejko at transwesttel.com (Erik Andrejko)
Date: Fri, 30 Nov 2001 15:32:32 -0700
Subject: [rt-users] Web Client returns nothing to HTTP GET request
Message-ID: <914E67EC8CE4D211881900A0C93C58606015B4@mail.transwesttel.com>

[1538][andrejko at twtlnx:/nfs/home/andrejko]$ telnet wwwi.transwesttel.com 80
Trying 207.218.8.251...
Connected to wwwi.transwesttel.com.
Escape character is '^]'.
GET /is/app/rt/ HTTP/1.1
Host: wwwi.transwesttel.com

Connection closed by foreign host.
[1538][andrejko at twtlnx:/nfs/home/andrejko]$ 

It seems like something is crashing to me.

> -----Original Message-----
> From:	Phil Homewood [SMTP:pdh at snapgear.com]
> Sent:	Friday, November 30, 2001 3:33 PM
> To:	Erik Andrejko
> Cc:	'rt-users at lists.fsck.com'
> Subject:	Re: [rt-users] Web Client returns nothing to HTTP GET
> request
> 
> Erik Andrejko wrote:
> > Here is what access_log shows:
> > 
> > [0843][andrejko at twtlnx:/nfs/home/andrejko]$ cat
> > /www/wwwi.transwesttel.com/logs/access_log | grep /app/rt
> > calypso.transwesttel.com - - [29/Nov/2001:15:43:55 -0500] "GET
> /is/app/rt/
> > HTTP/1.1" 200 684 "-" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:0.9.5)
> > Gecko/20011014"
> > [0843][andrejko at twtlnx:/nfs/home/andrejko]$ 
> > 
> > [0844][andrejko at twtlnx:/nfs/home/andrejko]$ telnet wwwi.transwesttel.com
> 80
> > Trying 207.218.8.251...
> > Connected to wwwi.transwesttel.com.
> > Escape character is '^]'.
> > GET /is/app/rt/ HTTP/1.0
> > 
> > I don't even get the Apache headers which are:
> > HTTP/1.1 200 OK
> 
> I'd be a little concerned if Apache sent a HTTP/1.1 response to
> a HTTP/1.0 request. Try the telnet request again:
> 
> GET /is/app/rt/ HTTP/1.1
> Host: wwwi.transwesttel.com



From j.freeman at sporg.com  Fri Nov 30 18:26:43 2001
From: j.freeman at sporg.com (Jeremy Freeman)
Date: Fri, 30 Nov 2001 15:26:43 -0800
Subject: [rt-users] command line bug?
In-Reply-To: <20011201083256.A77072@dorfl.internal.moreton.com.au>
Message-ID: <0EFDD4B425B6CE49899DA99A4B37BCA81F24@server01.staff.sporg.com>

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

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

The keywords are never set and the priority remains 0.

i do get the following response:

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

Seems a little strange...

Any ideas?

--
Jeremy

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From cgilmore at tivoli.com  Fri Nov 30 18:14:58 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Fri, 30 Nov 2001 17:14:58 -0600
Subject: [rt-users] Reference information missing after upgrade
In-Reply-To: <20011130151339.W5467@pallas.fsck.com>
Message-ID: <000001c17c43$32d111e0$69285492@tivoli.com>

Yup. That was it. I had a different organization in my development version
of config.pm.

Thanks,
Christian

> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Friday, November 30, 2001 2:14 PM
> To: Christian Gilmore
> Cc: RT Users Mailing List (E-mail)
> Subject: Re: [rt-users] Reference information missing after upgrade
>
>
> At a guess, the $Organization changed....I belive that's used
> as a key for
> the relationships URIs
>
>
> On Fri, Nov 30, 2001 at 11:19:07AM -0600, Christian Gilmore wrote:
> > Heya. I'm in the midst of upgrading from 2.0.4 to 2.0.9.
> I'm testing the
> > upgrade on a development host first, so my production
> environment is still
> > 2.0.4. Some of the last tickets I modified included
> references to each
> > other. I dumped the rt2 database this morning from
> production and loaded
> > it into dev. I then ran a 'make update' in dev. The dev
> version of rt was
> > 2.0.8. All seems well except the references have
> disappeared from the web
> > ui. Any ideas what might be the culprit?
> >
> > Thanks,
> > Christian
> >
> > -----------------
> > Christian Gilmore
> > Team Lead
> > Web Infrastructure & Tools
> > IBM Software Group
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
>




From jdoyle at traxit.com  Fri Nov 30 15:59:57 2001
From: jdoyle at traxit.com (Jim Doyle)
Date: Fri, 30 Nov 2001 15:59:57 -0500
Subject: [rt-users] comments sent to requestors after requestors change...
Message-ID: <NEBBLOGPKDMMGOAPDMJJAELPCKAA.jdoyle@traxit.com>

I have recently noticed that requestors are being sent comments from RT
after I change the requestor of the ticket.

This is occurring on RT 2.0.8 and Redhat 7.1 using sendmail as the MTA and
MySQL for the db.

Any ideas why this is happening and how to fix it?

Jim