From michael at thies.org  Mon Oct  1 08:59:02 2001
From: michael at thies.org (Michael Thies)
Date: Mon, 1 Oct 2001 14:59:02 +0200
Subject: [rt-users] tickets have 2 requestors .-(
Message-ID: <20011001145902.H25485@cephyr.cid.net>

Hi,

somehow all new tickets (requested by email or entered in the web UI) gets 
a second requestor.

The original one and one from our staff-group .-(
And somehow, there isn't any regularity in it.

We are using 2.0.7 and I have moved the rt from one server to another server
by dumping the database.
Maybe the dumping is the problem?

TiA
-- 
\o/
Michael Thies



From hwagener at fcb-wilkens.com  Mon Oct  1 09:25:29 2001
From: hwagener at fcb-wilkens.com (Harald Wagener)
Date: Mon, 01 Oct 2001 15:25:29 +0200
Subject: [rt-users] sperl vs. suidperl
References: <97409109218.20010929220046@eec.de> <35320000.1001796223@vpn32.ece.cmu.edu>
Message-ID: <3BB86EC9.7C8932A7@fcb-wilkens.com>

"Brandon S. Allbery KF8NH" wrote:
> 
> On Saturday, September 29, 2001 22:00:46 +0200, "Vincent - D. Ertner"
> <vincent at eec.de> wrote:
> +-----
> | I have under /usr/bin two files
> |
> |    sperl5.6.0 and
> |    suidperl
> |
> | both same in size and date - and they're not symlinked.
> | Which s*perl is used?
> +--->8
> 
> That'd be becaause they're hard links.
> 
> "suidperl" will always be the "current" version of Perl.  Given that
> mod_perl is version-dependent, I'd use the other one instead.
> 
> | And another one: yast (SuSE 7.1) is always killing the suid
> | flag ... any good idea to work around that?
> +--->8

edit /etc/permissions.easy . suidperl is set to 0755 by default (for security
reasons - if You don't need it, break it (-: )
change the entry on line 247 (true for SuSE 7.2) to reflect You know what You're
doing (i.e., change the 0755 to 4755). 

Don't forget to change the permissions on the binaries as well.

Regards,
	Harald


-- 
Harald Wagener      |                                Systemadministrator 
FCB/Wilkens GmbH    |                              Tel.:+49-40-2881-1252 
An der Alster 42    |                              Fax.:+49-40-2881-1263 
20099 Hamburg       |                         http://www.fcb-wilkens.com



From hec at dds.nl  Mon Oct  1 09:36:35 2001
From: hec at dds.nl (Rolph Haspers)
Date: Mon, 1 Oct 2001 15:36:35 +0200
Subject: [rt-users] Win2K ??
Message-ID: <NDBBLNEFOLDNDPEBDLBJIEDPICAA.hec@dds.nl>

I have one question:

Does RT work on a windows machine with IIS and Perl installed? Couldn't any
information 'bout the required system.

Rolph
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011001/8bb827f3/attachment.htm>

From artur at cgen.com  Mon Oct  1 11:18:08 2001
From: artur at cgen.com (Artur Shnayder)
Date: Mon, 01 Oct 2001 11:18:08 -0400 (EDT)
Subject: [rt-users] A question about display ticket.
Message-ID: <1001949488.3bb88930e7ded@mail.cgen.com>

 Hi,

 We are using 2.0.7 and I noticed, that sometimes Display.html shows "more about 
user name" table and sometimes it doesn't. 
 Can anybody say me which configuration part is responsible for the table? How 
can I make this table always to be on?

  Thank you.
  Artur.
    



From huttinger at ipact.com  Mon Oct  1 11:06:09 2001
From: huttinger at ipact.com (Michael Huttinger)
Date: Mon, 1 Oct 2001 10:06:09 -0500
Subject: [rt-users] Bug?  Fails to show Requestor in 2.0.8pre3
Message-ID: <005801c14a8a$9a66b890$665baac0@csusa.com>

Hello,

We're running 2.0.8pre3 (from CVS) and are having problems with a bug
submitted showing up in the user's home page top 25 requested list.

As a side note, whenever I add the requestor to a query, I get NO results,
even if I can see in the list the requestor I want.  For example, I select
to see all new items in a queue.  Looking at the list, a choose a requestor
from the Requestor(s) column and add an additional query for it (using
either is or contains).  I no longer get anything :(

Any other questions, or response, please reply directly as I'm not
monitoring the list.

Thanks!

Michael Huttinger
Computer Engineer
IPACT
web:  http://www.ipact.com




From jesse at bestpractical.com  Mon Oct  1 12:22:26 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 1 Oct 2001 12:22:26 -0400
Subject: [rt-users] Win2K ??
In-Reply-To: <NDBBLNEFOLDNDPEBDLBJIEDPICAA.hec@dds.nl>; from hec@dds.nl on Mon, Oct 01, 2001 at 03:36:35PM +0200
References: <NDBBLNEFOLDNDPEBDLBJIEDPICAA.hec@dds.nl>
Message-ID: <20011001122226.T28860@pallas.fsck.com>

Not currently. RT requires a unix box.  If your organization is interested
in sponsoring a port to Win2k, you should contact me at jesse at bestpractical.com

	Thanks,
	Jesse


On Mon, Oct 01, 2001 at 03:36:35PM +0200, Rolph Haspers wrote:
> I have one question:
> 
> Does RT work on a windows machine with IIS and Perl installed? Couldn't any
> information 'bout the required system.
> 
> Rolph

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



From jesse at bestpractical.com  Mon Oct  1 12:24:24 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 1 Oct 2001 12:24:24 -0400
Subject: [rt-users] A question about display ticket.
In-Reply-To: <1001949488.3bb88930e7ded@mail.cgen.com>; from artur@cgen.com on Mon, Oct 01, 2001 at 11:18:08AM -0400
References: <1001949488.3bb88930e7ded@mail.cgen.com>
Message-ID: <20011001122424.U28860@pallas.fsck.com>

The listing is shown only for users who aren't "privileged users" (users
who can't be granted permissions).  You can certianly hack the code to remove
that if condition.

	-j


On Mon, Oct 01, 2001 at 11:18:08AM -0400, Artur Shnayder wrote:
>  Hi,
> 
>  We are using 2.0.7 and I noticed, that sometimes Display.html shows "more about 
> user name" table and sometimes it doesn't. 
>  Can anybody say me which configuration part is responsible for the table? How 
> can I make this table always to be on?
> 
>   Thank you.
>   Artur.
>     
> 
> _______________________________________________
> 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 Oct  1 12:29:02 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 1 Oct 2001 12:29:02 -0400
Subject: [rt-users] Bug?  Fails to show Requestor in 2.0.8pre3
In-Reply-To: <005801c14a8a$9a66b890$665baac0@csusa.com>; from huttinger@ipact.com on Mon, Oct 01, 2001 at 10:06:09AM -0500
References: <005801c14a8a$9a66b890$665baac0@csusa.com>
Message-ID: <20011001122902.W28860@pallas.fsck.com>

Does this problem happen with 2.0.7?  Does it happen with DBIx::SearchBuilder
0.40?  What database are you running against?


On Mon, Oct 01, 2001 at 10:06:09AM -0500, Michael Huttinger wrote:
> Hello,
> 
> We're running 2.0.8pre3 (from CVS) and are having problems with a bug
> submitted showing up in the user's home page top 25 requested list.
> 
> As a side note, whenever I add the requestor to a query, I get NO results,
> even if I can see in the list the requestor I want.  For example, I select
> to see all new items in a queue.  Looking at the list, a choose a requestor
> from the Requestor(s) column and add an additional query for it (using
> either is or contains).  I no longer get anything :(
> 
> Any other questions, or response, please reply directly as I'm not
> monitoring the list.
> 
> Thanks!
> 
> Michael Huttinger
> Computer Engineer
> IPACT
> web:  http://www.ipact.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 damian at sentex.net  Mon Oct  1 16:27:14 2001
From: damian at sentex.net (Damian Gerow)
Date: Mon, 01 Oct 2001 16:27:14 -0400
Subject: [rt-users] Display problems with 2.07 (resolution)
Message-ID: <5.1.0.14.2.20011001160016.0929c0c8@marble.sentex.ca>

About a week ago, I fixed a really weird display bug (in my installation, 
not in RT).  I've been meaning to update the group on how and why, but I've 
been extraordinarily busy this past week.  So finally, here it is:

The Problem:

I upgraded a 2.06 system to 2.07.  There were some minor ACL changes that I 
have yet to look into, but as well, the new "Refresh this page" dropdown 
menu didn't show up.


The Specifics:

RT: 2.06 -> 2.07
DB: PostgreSQL 7.1.2
System: Linux, loosely based on Slackware 8.0, using kernel 2.4.10 and ReiserFS
Perl: 5.6.1
Perl Modules: All the most recent (according to CPAN)


The Analysis:

When installing a completely new installation (base: /opt/rt2test, db: 
rt2test), everything worked as expected.  As soon as I re-configured RT to 
use the current system (base: /opt/rt2, db: rt2), then the link would 
disappear.

After much playing around, I discovered that if I used a brand new codebase 
installation with the old database, the problem would still persist.  So, I 
set out to re-create the new database.


The Solution:

Was actually fairly simple:

0- Stop the system MTA and Apache
1- dump the current live database ("pg_dump -C rt2 > rt2.sql")
2- and edit the resulting SQL script (rt2.sql) to remove any CREATE, INDEX, 
... statements
3- drop the current live database (rt2)
4- run a "make install" from a clean source of RT, telling it to install 
into /opt/rt2test, and create the database rt2
5- connect to the database, and drop _all_ data in _every_ table
6- execute the modified SQL script ("psql -f rt2.sql")
7- Voila!  It works..  (sort of)
8- Start the system MTA and Apache

At the end of all that, the database worked perfectly, and the interface 
worked as expected.  However, I would get some weird errors when I tried to 
create a ticket which I have since lost, and am trying to find again.  To 
fix this, I (think) I just did a pg_dump, dropdb, psql -f and everything 
was back up and normal.


The Aftermath:

I've got what I thought was a copy of the database before I dropped it, but 
when I diff the SQL dump directly before I started working on it, and after 
it started working as expected, I don't see anything glaring.  I haven't 
had time to walk through it in detail, but I hope to do it sometime this 
coming weekend.




From rt at theoesters.com  Mon Oct  1 19:52:21 2001
From: rt at theoesters.com (Phil Oester)
Date: Mon, 1 Oct 2001 16:52:21 -0700
Subject: [rt-users] Bad SMTP headers
Message-ID: <000201c14ad4$1ca62fe0$6400a8c0@philxp>

On RT 2.0.7, getting these errors in qmail log:

@400000003bb662130613427c delivery 198: success:
Bad_RFC822_field_name_'The_Box_Immediately_To_Dan'S_Left_As_He_Sits_At_H
is_Temrinal_Is_Dead._I_Use'/_at_/opt/rt2/lib/RT/Template.pm_line_255/did
_0+0+1/
@400000003bb867c8312c5354 delivery 1: success:
Bad_RFC822_field_name_'Good_Morning_-_'/_at_/opt/rt2/lib/RT/Template.pm_
line_255/did_0+0+1/
@400000003bb8865937ec2b74 delivery 4: success:
Bad_RFC822_field_name_'Please_Find_Attached_File_For_Your_Review.'/_at_/
opt/rt2/lib/RT/Template.pm_line_255/did_0+0+1/

Looks like RT is considering part of the message body to be headers.  

-Phil Oester




From stephen at acgroup.ucsc.edu  Mon Oct  1 19:53:19 2001
From: stephen at acgroup.ucsc.edu (stephen at acgroup.ucsc.edu)
Date: Mon, 1 Oct 2001 16:53:19 -0700 (PDT)
Subject: [rt-users] Bad SMTP headers
In-Reply-To: <000201c14ad4$1ca62fe0$6400a8c0@philxp>
Message-ID: <Pine.GSO.4.31.0110011653010.4779-100000@cavecanem.ucsc.edu>

That is the SirCam Virus being sent to your mail server.



Stephen Hauskins
Academic Computing Group
Natural Sciences Division

"Blow, blow, thou winter wind,
 Thou art not so unkind
 As man's ingratitude;"

On Mon, 1 Oct 2001, Phil Oester wrote:

> On RT 2.0.7, getting these errors in qmail log:
>
> @400000003bb662130613427c delivery 198: success:
> Bad_RFC822_field_name_'The_Box_Immediately_To_Dan'S_Left_As_He_Sits_At_H
> is_Temrinal_Is_Dead._I_Use'/_at_/opt/rt2/lib/RT/Template.pm_line_255/did
> _0+0+1/
> @400000003bb867c8312c5354 delivery 1: success:
> Bad_RFC822_field_name_'Good_Morning_-_'/_at_/opt/rt2/lib/RT/Template.pm_
> line_255/did_0+0+1/
> @400000003bb8865937ec2b74 delivery 4: success:
> Bad_RFC822_field_name_'Please_Find_Attached_File_For_Your_Review.'/_at_/
> opt/rt2/lib/RT/Template.pm_line_255/did_0+0+1/
>
> Looks like RT is considering part of the message body to be headers.
>
> -Phil Oester
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From allbery at ece.cmu.edu  Mon Oct  1 20:14:12 2001
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Mon, 01 Oct 2001 20:14:12 -0400
Subject: [rt-users] Bad SMTP headers
In-Reply-To: <Pine.GSO.4.31.0110011653010.4779-100000@cavecanem.ucsc.edu>
References: <Pine.GSO.4.31.0110011653010.4779-100000@cavecanem.ucsc.edu>
Message-ID: <39550000.1001981652@vpn35.ece.cmu.edu>

On Monday, October 01, 2001 16:53:19 -0700, stephen at acgroup.ucsc.edu wrote:
+-----
| That is the SirCam Virus being sent to your mail server.
+--->8

Sircam is actually relatively well behaved; it's Nimda that sends mangled 
messages, in my experience.

-- 
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 stephen at acgroup.ucsc.edu  Mon Oct  1 20:14:24 2001
From: stephen at acgroup.ucsc.edu (stephen at acgroup.ucsc.edu)
Date: Mon, 1 Oct 2001 17:14:24 -0700 (PDT)
Subject: [rt-users] Bad SMTP headers
In-Reply-To: <39550000.1001981652@vpn35.ece.cmu.edu>
Message-ID: <Pine.GSO.4.31.0110011713150.4779-100000@cavecanem.ucsc.edu>

It has a funny look to it, in the sense that it appears as
though it were a string being fed to web server- i.e. nimda

On the other hand, SirCam virus messages always have that classic
line, "I have enclosed this document for you to review", and that is
not a direct quote.



Stephen Hauskins
Academic Computing Group
Natural Sciences Division

"Blow, blow, thou winter wind,
 Thou art not so unkind
 As man's ingratitude;"

On Mon, 1 Oct 2001, Brandon S. Allbery KF8NH wrote:

> On Monday, October 01, 2001 16:53:19 -0700, stephen at acgroup.ucsc.edu wrote:
> +-----
> | That is the SirCam Virus being sent to your mail server.
> +--->8
>
> Sircam is actually relatively well behaved; it's Nimda that sends mangled
> messages, in my experience.
>
> --
> 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 allbery at ece.cmu.edu  Mon Oct  1 20:46:09 2001
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Mon, 01 Oct 2001 20:46:09 -0400
Subject: [rt-users] Bad SMTP headers
In-Reply-To: <Pine.GSO.4.31.0110011713150.4779-100000@cavecanem.ucsc.edu>
References: <Pine.GSO.4.31.0110011713150.4779-100000@cavecanem.ucsc.edu>
Message-ID: <49510000.1001983568@vpn35.ece.cmu.edu>

On Monday, October 01, 2001 17:14:24 -0700, stephen at acgroup.ucsc.edu wrote:
+-----
| On the other hand, SirCam virus messages always have that classic
| line, "I have enclosed this document for you to review", and that is
| not a direct quote.
+--->8

"I send you this file" "in order to have your advice"
(guess who's gotten too d*mned many copies of it...)
(weird quoting just in case someone's virus scanner is hyperactive :)

-- 
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 rt at theoesters.com  Mon Oct  1 22:28:39 2001
From: rt at theoesters.com (Phil Oester)
Date: Mon, 1 Oct 2001 19:28:39 -0700
Subject: [rt-users] Bad SMTP headers - 2nd try
Message-ID: <000601c14ae9$f215b9b0$6400a8c0@philxp>

Well, seems my poor choice of examples to send convinced everyone it was
a virus sending these messages.  Here are some other thoughtfully-chosen
examples to dispel that myth:

@400000003bb47c8835951c14 delivery 292904: success:
Bad_RFC822_field_name_'Akira_-_Please_Change_The_Crontab_On_All_The_web_
Hosts_To_Run_This_Daily'/_at_/opt/rt2/lib/RT/Template.pm_line_255/did_0+
0+1/

@400000003bb4ce40227cc604 delivery 293389: success:
Bad_RFC822_field_name_'Please_Qa_Tropicana'S_Flash_Banners.__There_Are_T
wo_468x60_And_Two_120x600'/_at_/opt/rt2/lib/RT/Template.pm_line_255/did_
0+0+1/

@400000003bb4f7f63494e254 delivery 293462: success:
Bad_RFC822_field_name_'Please_Add_To_The_Nt_Queue_And_Assign_To_Andrew.'
/_at_/opt/rt2/lib/RT/Template.pm_line_255/did_0+0+1/

As you can see - these are not virus related.  Now...anyone have any
thoughts?

-Phil Oester




From jesse at bestpractical.com  Mon Oct  1 22:34:44 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 1 Oct 2001 22:34:44 -0400
Subject: [rt-users] Bad SMTP headers - 2nd try
In-Reply-To: <000601c14ae9$f215b9b0$6400a8c0@philxp>; from rt@theoesters.com on Mon, Oct 01, 2001 at 07:28:39PM -0700
References: <000601c14ae9$f215b9b0$6400a8c0@philxp>
Message-ID: <20011001223444.P28860@pallas.fsck.com>

I'd very much like to see what's in the rt.log files for the processes
that generated these.  Alternatively, feeding the messages to rt-mailgate by
hand in a shell will get you better errors too.  I'm betting something
bogus in your templates.




On Mon, Oct 01, 2001 at 07:28:39PM -0700, Phil Oester wrote:
> Well, seems my poor choice of examples to send convinced everyone it was
> a virus sending these messages.  Here are some other thoughtfully-chosen
> examples to dispel that myth:
> 
> @400000003bb47c8835951c14 delivery 292904: success:
> Bad_RFC822_field_name_'Akira_-_Please_Change_The_Crontab_On_All_The_web_
> Hosts_To_Run_This_Daily'/_at_/opt/rt2/lib/RT/Template.pm_line_255/did_0+
> 0+1/
> 
> @400000003bb4ce40227cc604 delivery 293389: success:
> Bad_RFC822_field_name_'Please_Qa_Tropicana'S_Flash_Banners.__There_Are_T
> wo_468x60_And_Two_120x600'/_at_/opt/rt2/lib/RT/Template.pm_line_255/did_
> 0+0+1/
> 
> @400000003bb4f7f63494e254 delivery 293462: success:
> Bad_RFC822_field_name_'Please_Add_To_The_Nt_Queue_And_Assign_To_Andrew.'
> /_at_/opt/rt2/lib/RT/Template.pm_line_255/did_0+0+1/
> 
> As you can see - these are not virus related.  Now...anyone have any
> thoughts?
> 
> -Phil Oester
> 
> 
> _______________________________________________
> 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 hsinclai at speakeasy.net  Mon Oct  1 22:45:55 2001
From: hsinclai at speakeasy.net (hsinclai at speakeasy.net)
Date: Tue, 2 Oct 2001 02:45:55 UT
Subject: [rt-users] Bad SMTP headers - 2nd try
Message-ID: <200110020245.f922jt202896@spidey.speakeasy.net>


On Mon, 1 Oct 2001 22:34:44 -0400, Jesse Vincent <jesse at bestpractical.com> wrote:

> I'd very much like to see what's in the rt.log files for the processes
> that generated these.  Alternatively, feeding the messages to rt-mailgate by
> hand in a shell will get you better errors too.  I'm betting something
> bogus in your templates.

I experienced the same bad_RFC822_field_name message before.

IIRC, it was bad template-editing on my part.
I did not leave a blank line after the first Subject: line in some of the templates, probably during a caffeine-less configuration streak, and after fixing it I think the problem went away..  



 
> 
> On Mon, Oct 01, 2001 at 07:28:39PM -0700, Phil Oester wrote:
> > Well, seems my poor choice of examples to send convinced everyone it was
> > a virus sending these messages.  Here are some other thoughtfully-chosen
> > examples to dispel that myth:
> > 
> > @400000003bb47c8835951c14 delivery 292904: success:
> > Bad_RFC822_field_name_'Akira_-_Please_Change_The_Crontab_On_All_The_web_
> > Hosts_To_Run_This_Daily'/_at_/opt/rt2/lib/RT/Template.pm_line_255/did_0+
> > 0+1/
> > 
> > @400000003bb4ce40227cc604 delivery 293389: success:
> > Bad_RFC822_field_name_'Please_Qa_Tropicana'S_Flash_Banners.__There_Are_T
> > wo_468x60_And_Two_120x600'/_at_/opt/rt2/lib/RT/Template.pm_line_255/did_
> > 0+0+1/
> > 
> > @400000003bb4f7f63494e254 delivery 293462: success:
> > Bad_RFC822_field_name_'Please_Add_To_The_Nt_Queue_And_Assign_To_Andrew.'
> > /_at_/opt/rt2/lib/RT/Template.pm_line_255/did_0+0+1/
> > 
> > As you can see - these are not virus related.  Now...anyone have any
> > thoughts?
> > 
> > -Phil Oester
> > 
> > 
> > _______________________________________________
> > 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 rt at theoesters.com  Mon Oct  1 23:33:53 2001
From: rt at theoesters.com (Phil Oester)
Date: Mon, 1 Oct 2001 20:33:53 -0700
Subject: [rt-users] Bad SMTP headers - 2nd try
In-Reply-To: <200110020245.f922jt202896@spidey.speakeasy.net>
Message-ID: <000b01c14af3$0f303350$6400a8c0@philxp>

Well, investigated, and some of the templates didn't have returns after
the subject.  So...changed them, and will watch this to see if it
is...er...resolved.

Thanks,

-Phil Oester

-----Original Message-----
From: hsinclai at speakeasy.net [mailto:hsinclai at speakeasy.net] 
Sent: Monday, October 01, 2001 7:46 PM
To: Jesse Vincent
Cc: Phil Oester; rt-users at lists.fsck.com
Subject: Re: [rt-users] Bad SMTP headers - 2nd try


I experienced the same bad_RFC822_field_name message before.

IIRC, it was bad template-editing on my part.
I did not leave a blank line after the first Subject: line in some of
the templates, probably during a caffeine-less configuration streak, and
after fixing it I think the problem went away..  



On Mon, 1 Oct 2001 22:34:44 -0400, Jesse Vincent
<jesse at bestpractical.com> wrote:

> I'd very much like to see what's in the rt.log files for the processes
> that generated these.  Alternatively, feeding the messages to
rt-mailgate by
> hand in a shell will get you better errors too.  I'm betting something
> bogus in your templates.

 
> 
> On Mon, Oct 01, 2001 at 07:28:39PM -0700, Phil Oester wrote:
> > Well, seems my poor choice of examples to send convinced everyone it
was
> > a virus sending these messages.  Here are some other
thoughtfully-chosen
> > examples to dispel that myth:
> > 
> > @400000003bb47c8835951c14 delivery 292904: success:
> >
Bad_RFC822_field_name_'Akira_-_Please_Change_The_Crontab_On_All_The_web_
> >
Hosts_To_Run_This_Daily'/_at_/opt/rt2/lib/RT/Template.pm_line_255/did_0+
> > 0+1/
> > 
> > @400000003bb4ce40227cc604 delivery 293389: success:
> >
Bad_RFC822_field_name_'Please_Qa_Tropicana'S_Flash_Banners.__There_Are_T
> >
wo_468x60_And_Two_120x600'/_at_/opt/rt2/lib/RT/Template.pm_line_255/did_
> > 0+0+1/
> > 
> > @400000003bb4f7f63494e254 delivery 293462: success:
> >
Bad_RFC822_field_name_'Please_Add_To_The_Nt_Queue_And_Assign_To_Andrew.'
> > /_at_/opt/rt2/lib/RT/Template.pm_line_255/did_0+0+1/
> > 
> > As you can see - these are not virus related.  Now...anyone have any
> > thoughts?
> > 
> > -Phil Oester
> > 
> > 
> > _______________________________________________
> > 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 mdisney at ecdev.fedex.com  Tue Oct  2 01:33:55 2001
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Tue, 02 Oct 2001 00:33:55 -0500
Subject: [rt-users] RT for Project Management
Message-ID: <200110020533.f925X2Q19841@nfsa.ecdev.fedex.com>

All,

I was wondering if anyone is using RT for project management. It
seems like the devices of RT could serve that purpose very well.

The only reference I saw when searching the web was a message
from Tobias Brox in 1999:
http://lists.fsck.com/lists/rt-devel/9907/msg00065.html

I think that at my site we would want to write a new queue
display that was hierarchical (Parent->Child->Child, etc...).
Has anyone done that?

Thanks,
Matt Disney



From jesse at bestpractical.com  Tue Oct  2 01:48:04 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 2 Oct 2001 01:48:04 -0400
Subject: [rt-users] RT for Project Management
In-Reply-To: <200110020533.f925X2Q19841@nfsa.ecdev.fedex.com>; from mdisney@ecdev.fedex.com on Tue, Oct 02, 2001 at 12:33:55AM -0500
References: <200110020533.f925X2Q19841@nfsa.ecdev.fedex.com>
Message-ID: <20011002014804.S28860@pallas.fsck.com>

It's funny you should mention that.  I've actually been working on
a Project Managment frontend for RT.  At this point, it's strictly a
hobby project, though if anyone's interested in sponsoring the work, 
I'd be happy to finish it up and clean it up for release.

It does the hierarchical view thing, it does rudimentary dependency-based
scheduling and I've even got a tool that draws gantt charts.


	Jesse


On Tue, Oct 02, 2001 at 12:33:55AM -0500, Matt Disney wrote:
> All,
> 
> I was wondering if anyone is using RT for project management. It
> seems like the devices of RT could serve that purpose very well.
> 
> The only reference I saw when searching the web was a message
> from Tobias Brox in 1999:
> http://lists.fsck.com/lists/rt-devel/9907/msg00065.html
> 
> I think that at my site we would want to write a new queue
> display that was hierarchical (Parent->Child->Child, etc...).
> Has anyone done that?
> 
> Thanks,
> Matt Disney
> 
> _______________________________________________
> 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  Tue Oct  2 08:05:24 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Tue, 2 Oct 2001 14:05:24 +0200 
Subject: [rt-users] Bug : Search: Results per Page
Message-ID: <FD2EC577E876CA418D08460A64646FBDD2D823@titan.nha.co.za>

Hi, Jesse, everyone,

I have found some irregular behaviour when searching:  

If I do the same search, but with different "results per page", I get back
varying amounts of records :

In my case, there where 12 tickets total in the resultset - if I chose
"Unlimited results" I got back all 12, but if I chose 100/50/etc, I got back
marginally less (10 results per page gave me back only 3 results).  As above
mentioned example illustrate, the resultset where in all cases smaller than
the maximum requested results per page.

I use RT2.0.7.

Rehan van der Merwe



From Rehan at nha.co.za  Tue Oct  2 08:15:52 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Tue, 2 Oct 2001 14:15:52 +0200 
Subject: [rt-users] Searching : multiple requestors
Message-ID: <FD2EC577E876CA418D08460A64646FBDD2D824@titan.nha.co.za>

Hi,

Another search query:

When searching for tickets from more than one requestor, I merely add the
extra requestor.  This seems to do an AND though, instead of an OR, since I
dont get back any results, but there are definately results if I search on
the individual requestors.

Is this the desired behaviour?

Rehan 



From spv at gospelcom.net  Tue Oct  2 09:14:40 2001
From: spv at gospelcom.net (Sherrill (Pei-chih) Verbrugge)
Date: Tue, 2 Oct 2001 09:14:40 -0400 (EDT)
Subject: [rt-users] errors in log
Message-ID: <Pine.LNX.4.33.0110020912130.1239-100000@spv.gf.gospelcom.net>

Hey,

I am looking through rt.log.*.513 files that are own by rt.  I see a lot
of files with this timout error in it.  What does this mean?  How could I
fix it?  Please help.  Thanks much.

connect: timeout at blib/lib/Mail/Util.pm (autosplit into
blib/lib/auto/Mail/Util/maildomain.al) line 176


Sherrill
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Sherrill (Pei-chih) Verbrugge
spv at gospelcom.net
ext. 273
http://www.gospelcom.net
http://bible.gospelcom.net
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




From jay at mojomole.com  Tue Oct  2 09:20:16 2001
From: jay at mojomole.com (Jay Kramer)
Date: Tue, 2 Oct 2001 08:20:16 -0500
Subject: [rt-users] Bug : Search: Results per Page
References: <FD2EC577E876CA418D08460A64646FBDD2D823@titan.nha.co.za>
Message-ID: <004101c14b44$fb0f7c80$cd01a8c0@datatechnique.com>

 What version of DBIx::Searchbuilder do you have, and what DB do you use?
It seems like it is limiting the recordset BEFORE the filter happens, so
that would be the case (and you could possibly get 0 records on a page)...
Interesting though as it is :)

Jay

> Hi, Jesse, everyone,
>
> I have found some irregular behaviour when searching:
>
> If I do the same search, but with different "results per page", I get back
> varying amounts of records :
>
> In my case, there where 12 tickets total in the resultset - if I chose
> "Unlimited results" I got back all 12, but if I chose 100/50/etc, I got
back
> marginally less (10 results per page gave me back only 3 results).  As
above
> mentioned example illustrate, the resultset where in all cases smaller
than
> the maximum requested results per page.
>
> I use RT2.0.7.
>
> Rehan van der Merwe
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From ckolar at imsa.edu  Tue Oct  2 09:33:47 2001
From: ckolar at imsa.edu (Christopher Kolar)
Date: Tue, 02 Oct 2001 08:33:47 -0500
Subject: [rt-users] using RT2 for project management
Message-ID: <5.1.0.14.2.20011002082527.03b8bec0@staffmail.imsa.edu>

Hi everyone.  I have been running RT 1.x for nine months now as a helpdesk 
for a small institution -- like others we have experienced amazing success 
with the program and it has helped us and the people we serve a great deal.

I am currently looking at project management solutions for a different set 
of projects while also considering the use of RT for end user support.  In 
an ideal world the ticketing system and project management system would be 
merged so that we could attach tickets to work flow paths.

I have looked at both phpgroupware and phprojekt, but after using RT for 
all of this time I would find it had to use their less-developed ticketing 
systems.  I know that the RT team actually uses RT for project management, 
I was wondering if anyone else has tried and if it is workable or if it is 
just trying to fit a round peg in a square hole.  We are looking to take 5 
web development projects into the project management environment, the 
ticketing would be to support end users of these projects who will be using 
the systems in various (alpha, beta, production) states.

Any advice from the Real World would be much appreciated.

--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]
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011002/79a75531/attachment.htm>

From alesh at sportina.si  Tue Oct  2 10:18:25 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Tue, 02 Oct 2001 16:18:25 +0200
Subject: [rt-users] using RT2 for project management
References: <5.1.0.14.2.20011002082527.03b8bec0@staffmail.imsa.edu>
Message-ID: <3BB9CCB1.2020008@sportina.si>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011002/7a211caa/attachment.htm>

From timo.hummel at isg.de  Tue Oct  2 10:58:39 2001
From: timo.hummel at isg.de (Timo A. Hummel)
Date: Tue, 02 Oct 2001 16:58:39 +0200
Subject: [rt-users] RT E-Mail Functionality
References: <5.1.0.14.2.20011002082527.03b8bec0@staffmail.imsa.edu>
Message-ID: <3BB9D61F.CCD3568@isg.de>

Hello List,

maybe I didn't understand the RT E-Mail functionality, or I got some
configuration mistake.

Is it correct that:

- RT should send out an E-Mail when a Ticket is created in the WebUI?
- RT should send out an E-Mail when a Ticket is replied?

If both above is true, then I guess I have some configuration mistake.
The Problem is that RT gives me no hint what went wrong (neither in the
web server's error log nor the log file it creates).

Is there any documentation finished which explains the E-Mail
functionality in whole?

Best regards
Timo

-- 

Timo A. Hummel, IT Specialist
IS Innovative Software AG               Phone:  +49 69 505030-302
Feuerbachstra?e 26-32                   Fax:    +49 69 505030-505
60325 Frankfurt a.M.                    E-Mail:
mailto:timo.hummel at isg.de
GERMANY                                 WWW:    http://is.ag
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/x-pkcs7-signature
Size: 1667 bytes
Desc: S/MIME Cryptographic Signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011002/fb5f7fe0/attachment.bin>

From jrstear at sandia.gov  Tue Oct  2 11:10:10 2001
From: jrstear at sandia.gov (Jon Stearley)
Date: Tue, 2 Oct 2001 09:10:10 -0600
Subject: [rt-users] RT for Project Management
In-Reply-To: <20011002014804.S28860@pallas.fsck.com>
References: <200110020533.f925X2Q19841@nfsa.ecdev.fedex.com>
 <20011002014804.S28860@pallas.fsck.com>
Message-ID: <20011002091010.B18397@sandia.gov>

On Tue, Oct 02, 2001 at 01:48:04AM -0400, Jesse Vincent wrote:
> It's funny you should mention that.  I've actually been working on
> a Project Managment frontend for RT.  At this point, it's strictly a
> hobby project, though if anyone's interested in sponsoring the work, 
> I'd be happy to finish it up and clean it up for release.
> 
> It does the hierarchical view thing, it does rudimentary dependency-based
> scheduling and I've even got a tool that draws gantt charts.

projects and tickets are very often closely related in my experience,
and in fact i've been using a "projects" queue in rt for years.  it
has been more of a todo queue than proper project management system,
but the ui is familiar to my team and that is 80% of the battle
towards people using it faithfully.  i'd definately LOVE it if you'd
release a project frontend!  it'd be great to be able to tie tickets
and projects together via rt2's relationships mechanism.

i've changed jobs recently and am in the process of "selling" people
here on rt2 (they are adverse to ticket systems in general).  we
really need both request tracking and project management.  yes, please
do clean&release when ready.  let me know if you'd like a beta tester
;)

-- 
+--------------------------------------------------------------+
| Jon Stearley			(505) 845-7571  (FAX 844-2067) |
| Compaq Federal LLC		High Performance Solutions     |
| Sandia National Laboratories	Scalable Systems Integration   |
+--------------------------------------------------------------+




From darrinw at nixc.net  Tue Oct  2 12:37:21 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 2 Oct 2001 16:37:21 +0000
Subject: [rt-users] RT E-Mail Functionality
In-Reply-To: <3BB9D61F.CCD3568@isg.de>; from timo.hummel@isg.de on Tue, Oct 02, 2001 at 04:58:39PM +0200
References: <5.1.0.14.2.20011002082527.03b8bec0@staffmail.imsa.edu> <3BB9D61F.CCD3568@isg.de>
Message-ID: <20011002163721.H53979@nixc.net>

  |+ Is there any documentation finished which explains the E-Mail
  |+ functionality in whole?

Have you setup your Scrips?  THe documentation explains this.




From jesse at bestpractical.com  Tue Oct  2 12:44:46 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 2 Oct 2001 12:44:46 -0400
Subject: [rt-users] Searching : multiple requestors
In-Reply-To: <FD2EC577E876CA418D08460A64646FBDD2D824@titan.nha.co.za>; from Rehan@nha.co.za on Tue, Oct 02, 2001 at 02:15:52PM +0200
References: <FD2EC577E876CA418D08460A64646FBDD2D824@titan.nha.co.za>
Message-ID: <20011002124446.W28860@pallas.fsck.com>

Try going up to DBIx::SearchBuilder 0.43. Tell me how that goes for you...



On Tue, Oct 02, 2001 at 02:15:52PM +0200, Rehan van der Merwe wrote:
> Hi,
> 
> Another search query:
> 
> When searching for tickets from more than one requestor, I merely add the
> extra requestor.  This seems to do an AND though, instead of an OR, since I
> dont get back any results, but there are definately results if I search on
> the individual requestors.
> 
> Is this the desired behaviour?
> 
> Rehan 
> 
> _______________________________________________
> 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 marc at precipice.org  Tue Oct  2 15:00:01 2001
From: marc at precipice.org (Marc Hedlund)
Date: Tue, 2 Oct 2001 12:00:01 -0700 (PDT)
Subject: [rt-users] feature idea: auto-link urls
Message-ID: <Pine.LNX.4.21.0110021015450.13975-100000@crankshaft.bitmechanic.com>

In December of last year, there was some discussion[1] of automatically
creating links from URLs that appear in ticket contents.  Has this been
proposed/considered/rejected as a feature for RT?  Could this been done
with Scrips?

Thanks,

Marc Hedlund 
e: marc at precipice dot org

[1] <http://lists.fsck.com/pipermail/rt-users/2000-December/001389.html>







From jesse at bestpractical.com  Tue Oct  2 15:17:15 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 2 Oct 2001 15:17:15 -0400
Subject: [rt-users] feature idea: auto-link urls
In-Reply-To: <Pine.LNX.4.21.0110021015450.13975-100000@crankshaft.bitmechanic.com>; from marc@precipice.org on Tue, Oct 02, 2001 at 12:00:01PM -0700
References: <Pine.LNX.4.21.0110021015450.13975-100000@crankshaft.bitmechanic.com>
Message-ID: <20011002151715.E28860@pallas.fsck.com>

You know, I'm not even sure that it's what you mean, but the idea of
creating RT "Refers to" links from the content of the ticket is just great.
it can definitely be done with a scrip. and I'd _love_ to see someone put it 
together. (I may not get to it for a while, myself)

	-j


On Tue, Oct 02, 2001 at 12:00:01PM -0700, Marc Hedlund wrote:
> 
> In December of last year, there was some discussion[1] of automatically
> creating links from URLs that appear in ticket contents.  Has this been
> proposed/considered/rejected as a feature for RT?  Could this been done
> with Scrips?
> 
> Thanks,
> 
> Marc Hedlund 
> e: marc at precipice dot org
> 
> [1] <http://lists.fsck.com/pipermail/rt-users/2000-December/001389.html>
> 
> 
> 
> 
> 
> _______________________________________________
> 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 marc at precipice.org  Tue Oct  2 15:28:30 2001
From: marc at precipice.org (Marc Hedlund)
Date: Tue, 2 Oct 2001 12:28:30 -0700 (PDT)
Subject: [rt-users] feature idea: auto-link urls
In-Reply-To: <20011002151715.E28860@pallas.fsck.com>
Message-ID: <Pine.LNX.4.21.0110021228220.13975-100000@crankshaft.bitmechanic.com>

Okay, I'll take a stab.

Marc Hedlund 
e: marc at precipice dot org

On Tue, 2 Oct 2001, Jesse Vincent wrote:

> You know, I'm not even sure that it's what you mean, but the idea of
> creating RT "Refers to" links from the content of the ticket is just great.
> it can definitely be done with a scrip. and I'd _love_ to see someone put it 
> together. (I may not get to it for a while, myself)
> 
> 	-j
> 
> 
> On Tue, Oct 02, 2001 at 12:00:01PM -0700, Marc Hedlund wrote:
> > 
> > In December of last year, there was some discussion[1] of automatically
> > creating links from URLs that appear in ticket contents.  Has this been
> > proposed/considered/rejected as a feature for RT?  Could this been done
> > with Scrips?
> > 
> > Thanks,
> > 
> > Marc Hedlund 
> > e: marc at precipice dot org
> > 
> > [1] <http://lists.fsck.com/pipermail/rt-users/2000-December/001389.html>
> > 
> > 
> > 
> > 
> > 
> > _______________________________________________
> > 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  Tue Oct  2 15:38:59 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Tue, 2 Oct 2001 14:38:59 -0500
Subject: [rt-users] feature idea: auto-link urls
In-Reply-To: <20011002151715.E28860@pallas.fsck.com>
Message-ID: <000001c14b79$e2e837c0$69285492@tivoli.com>

I think Marc was asking that URLs embedded within e-mails have appropriate
HTML slapped around them before they are written to the DB.

Regarding what you're suggesting, Jesse, I'm a bit foggy what you mean,
but it sounds cool. Could you clarify? I may have time to handle it if I
can get a better grasp of what it is. :)

Regards,
Christian

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


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> Sent: Tuesday, October 02, 2001 2:17 PM
> To: Marc Hedlund
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] feature idea: auto-link urls
>
>
> You know, I'm not even sure that it's what you mean, but the idea of
> creating RT "Refers to" links from the content of the ticket
> is just great.
> it can definitely be done with a scrip. and I'd _love_ to see
> someone put it
> together. (I may not get to it for a while, myself)
>
> 	-j
>
>
> On Tue, Oct 02, 2001 at 12:00:01PM -0700, Marc Hedlund wrote:
> >
> > In December of last year, there was some discussion[1] of
> automatically
> > creating links from URLs that appear in ticket contents.
> Has this been
> > proposed/considered/rejected as a feature for RT?  Could
> this been done
> > with Scrips?
> >
> > Thanks,
> >
> > Marc Hedlund
> > e: marc at precipice dot org
> >
> > [1]
> <http://lists.fsck.com/pipermail/rt-users/2000-December/001389.html>
> >
> >
> >
> >
> >
> > _______________________________________________
> > 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  Tue Oct  2 15:48:21 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 2 Oct 2001 15:48:21 -0400
Subject: [rt-users] feature idea: auto-link urls
In-Reply-To: <000001c14b79$e2e837c0$69285492@tivoli.com>; from cgilmore@tivoli.com on Tue, Oct 02, 2001 at 02:38:59PM -0500
References: <20011002151715.E28860@pallas.fsck.com> <000001c14b79$e2e837c0$69285492@tivoli.com>
Message-ID: <20011002154821.F28860@pallas.fsck.com>



On Tue, Oct 02, 2001 at 02:38:59PM -0500, Christian Gilmore wrote:
> I think Marc was asking that URLs embedded within e-mails have appropriate
> HTML slapped around them before they are written to the DB.

*nod* I know. Though actually, you'd be better off doing that processing on
display. I suspect there's actually a single flag that could get passed to mason
to make it DTRT there.

> 
> Regarding what you're suggesting, Jesse, I'm a bit foggy what you mean,
> but it sounds cool. Could you clarify? I may have time to handle it if I
> can get a better grasp of what it is. :)

RT's "Relationships" functionality is great for linking tickets to other tickets. But. that's not the only thing you can use it for.  You can link tickets
to external URIs. (Like http://fsck.com or something custom like 
fsck.com-kb://kb.fsck.com/article/23) and can define custom handlers to do 
things  with those URIs. But the basic idea is to parse out URLs on ticket submiussion and add them as "Refers To" links.

> Regards,
> Christian
> 
> -----------------
> Christian Gilmore
> Team Lead
> Web Infrastructure & Tools
> IBM Software Group
> 
> 
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> > Sent: Tuesday, October 02, 2001 2:17 PM
> > To: Marc Hedlund
> > Cc: rt-users at lists.fsck.com
> > Subject: Re: [rt-users] feature idea: auto-link urls
> >
> >
> > You know, I'm not even sure that it's what you mean, but the idea of
> > creating RT "Refers to" links from the content of the ticket
> > is just great.
> > it can definitely be done with a scrip. and I'd _love_ to see
> > someone put it
> > together. (I may not get to it for a while, myself)
> >
> > 	-j
> >
> >
> > On Tue, Oct 02, 2001 at 12:00:01PM -0700, Marc Hedlund wrote:
> > >
> > > In December of last year, there was some discussion[1] of
> > automatically
> > > creating links from URLs that appear in ticket contents.
> > Has this been
> > > proposed/considered/rejected as a feature for RT?  Could
> > this been done
> > > with Scrips?
> > >
> > > Thanks,
> > >
> > > Marc Hedlund
> > > e: marc at precipice dot org
> > >
> > > [1]
> > <http://lists.fsck.com/pipermail/rt-users/2000-December/001389.html>
> > >
> > >
> > >
> > >
> > >
> > > _______________________________________________
> > > 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 marc at precipice.org  Tue Oct  2 15:54:31 2001
From: marc at precipice.org (Marc Hedlund)
Date: Tue, 2 Oct 2001 12:54:31 -0700 (PDT)
Subject: [rt-users] feature idea: auto-link urls
In-Reply-To: <20011002154821.F28860@pallas.fsck.com>
Message-ID: <Pine.LNX.4.21.0110021253350.19156-100000@crankshaft.bitmechanic.com>

I can try it either way (as part of the display routine, or as a script to
add a "Refers To" on correspondence) -- which would people prefer?

Marc Hedlund 
e: marc at precipice dot org

On Tue, 2 Oct 2001, Jesse Vincent wrote:

> 
> 
> 
> On Tue, Oct 02, 2001 at 02:38:59PM -0500, Christian Gilmore wrote:
> > I think Marc was asking that URLs embedded within e-mails have appropriate
> > HTML slapped around them before they are written to the DB.
> 
> *nod* I know. Though actually, you'd be better off doing that processing on
> display. I suspect there's actually a single flag that could get passed to mason
> to make it DTRT there.
> 
> > 
> > Regarding what you're suggesting, Jesse, I'm a bit foggy what you mean,
> > but it sounds cool. Could you clarify? I may have time to handle it if I
> > can get a better grasp of what it is. :)
> 
> RT's "Relationships" functionality is great for linking tickets to other tickets. But. that's not the only thing you can use it for.  You can link tickets
> to external URIs. (Like http://fsck.com or something custom like 
> fsck.com-kb://kb.fsck.com/article/23) and can define custom handlers to do 
> things  with those URIs. But the basic idea is to parse out URLs on ticket submiussion and add them as "Refers To" links.
> 
> > Regards,
> > Christian
> > 
> > -----------------
> > Christian Gilmore
> > Team Lead
> > Web Infrastructure & Tools
> > IBM Software Group
> > 
> > 
> > > -----Original Message-----
> > > From: rt-users-admin at lists.fsck.com
> > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> > > Sent: Tuesday, October 02, 2001 2:17 PM
> > > To: Marc Hedlund
> > > Cc: rt-users at lists.fsck.com
> > > Subject: Re: [rt-users] feature idea: auto-link urls
> > >
> > >
> > > You know, I'm not even sure that it's what you mean, but the idea of
> > > creating RT "Refers to" links from the content of the ticket
> > > is just great.
> > > it can definitely be done with a scrip. and I'd _love_ to see
> > > someone put it
> > > together. (I may not get to it for a while, myself)
> > >
> > > 	-j
> > >
> > >
> > > On Tue, Oct 02, 2001 at 12:00:01PM -0700, Marc Hedlund wrote:
> > > >
> > > > In December of last year, there was some discussion[1] of
> > > automatically
> > > > creating links from URLs that appear in ticket contents.
> > > Has this been
> > > > proposed/considered/rejected as a feature for RT?  Could
> > > this been done
> > > > with Scrips?
> > > >
> > > > Thanks,
> > > >
> > > > Marc Hedlund
> > > > e: marc at precipice dot org
> > > >
> > > > [1]
> > > <http://lists.fsck.com/pipermail/rt-users/2000-December/001389.html>
> > > >
> > > >
> > > >
> > > >
> > > >
> > > > _______________________________________________
> > > > 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.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From jay at mojomole.com  Tue Oct  2 18:30:36 2001
From: jay at mojomole.com (Jay Kramer)
Date: Tue, 2 Oct 2001 17:30:36 -0500
Subject: [rt-users] feature idea: auto-link urls
References: <Pine.LNX.4.21.0110021253350.19156-100000@crankshaft.bitmechanic.com>
Message-ID: <000401c14b91$deed7690$cd01a8c0@datatechnique.com>

Just as a note, I have only looked at this for a few minutes, but I am
pretty sure that this would be the easiest for the display routine... just
define a filter that looks for http:// or ftp:// or www. or ???@???.com and
makes the appropriate html around it...  look at:
http://www.masonhq.com/docs/manual/Devel.html#filtering

Jay
(It looks relatively simple, and you could do it in just the areas of RT
where you display the tickets...)

>
> I can try it either way (as part of the display routine, or as a script to
> add a "Refers To" on correspondence) -- which would people prefer?
>
> Marc Hedlund
> e: marc at precipice dot org
>
> On Tue, 2 Oct 2001, Jesse Vincent wrote:
>
> >
> >
> >
> > On Tue, Oct 02, 2001 at 02:38:59PM -0500, Christian Gilmore wrote:
> > > I think Marc was asking that URLs embedded within e-mails have
appropriate
> > > HTML slapped around them before they are written to the DB.
> >
> > *nod* I know. Though actually, you'd be better off doing that processing
on
> > display. I suspect there's actually a single flag that could get passed
to mason
> > to make it DTRT there.
> >
> > >
> > > Regarding what you're suggesting, Jesse, I'm a bit foggy what you
mean,
> > > but it sounds cool. Could you clarify? I may have time to handle it if
I
> > > can get a better grasp of what it is. :)
> >
> > RT's "Relationships" functionality is great for linking tickets to other
tickets. But. that's not the only thing you can use it for.  You can link
tickets
> > to external URIs. (Like http://fsck.com or something custom like
> > fsck.com-kb://kb.fsck.com/article/23) and can define custom handlers to
do
> > things  with those URIs. But the basic idea is to parse out URLs on
ticket submiussion and add them as "Refers To" links.
> >
> > > Regards,
> > > Christian
> > >
> > > -----------------
> > > Christian Gilmore
> > > Team Lead
> > > Web Infrastructure & Tools
> > > IBM Software Group
> > >
> > >
> > > > -----Original Message-----
> > > > From: rt-users-admin at lists.fsck.com
> > > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> > > > Sent: Tuesday, October 02, 2001 2:17 PM
> > > > To: Marc Hedlund
> > > > Cc: rt-users at lists.fsck.com
> > > > Subject: Re: [rt-users] feature idea: auto-link urls
> > > >
> > > >
> > > > You know, I'm not even sure that it's what you mean, but the idea of
> > > > creating RT "Refers to" links from the content of the ticket
> > > > is just great.
> > > > it can definitely be done with a scrip. and I'd _love_ to see
> > > > someone put it
> > > > together. (I may not get to it for a while, myself)
> > > >
> > > > -j
> > > >
> > > >
> > > > On Tue, Oct 02, 2001 at 12:00:01PM -0700, Marc Hedlund wrote:
> > > > >
> > > > > In December of last year, there was some discussion[1] of
> > > > automatically
> > > > > creating links from URLs that appear in ticket contents.
> > > > Has this been
> > > > > proposed/considered/rejected as a feature for RT?  Could
> > > > this been done
> > > > > with Scrips?
> > > > >
> > > > > Thanks,
> > > > >
> > > > > Marc Hedlund
> > > > > e: marc at precipice dot org
> > > > >
> > > > > [1]
> > > > <http://lists.fsck.com/pipermail/rt-users/2000-December/001389.html>
> > > > >
> > > > >
> > > > >
> > > > >
> > > > >
> > > > > _______________________________________________
> > > > > 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.
> >
> > _______________________________________________
> > 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 cgilmore at tivoli.com  Wed Oct  3 16:59:56 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Wed, 3 Oct 2001 15:59:56 -0500
Subject: [rt-users] Need to create new scrip
Message-ID: <000501c14c4e$5bc260b0$69285492@tivoli.com>

I need to create a new scrip to perform a non-standard action on a
non-standard condition. How do I create these actions and conditions?
Unfortunately, the external doc is still blank on this topic.

I took a peak at contrib and might have an idea with the QueueChange
condition, but I've less of an idea with actions. Still, there are keys to
hashes referenced in QueueChange whose possible values I've no idea.

Thanks,
Christian

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




From jesse at bestpractical.com  Wed Oct  3 17:33:41 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Oct 2001 17:33:41 -0400
Subject: [rt-users] Need to create new scrip
In-Reply-To: <000501c14c4e$5bc260b0$69285492@tivoli.com>; from cgilmore@tivoli.com on Wed, Oct 03, 2001 at 03:59:56PM -0500
References: <000501c14c4e$5bc260b0$69285492@tivoli.com>
Message-ID: <20011003173341.R28860@pallas.fsck.com>

have you taken a look at the perldoc for RT::Condition::Generic?

What are you trying to do, specifically?


On Wed, Oct 03, 2001 at 03:59:56PM -0500, Christian Gilmore wrote:
> I need to create a new scrip to perform a non-standard action on a
> non-standard condition. How do I create these actions and conditions?
> Unfortunately, the external doc is still blank on this topic.
> 
> I took a peak at contrib and might have an idea with the QueueChange
> condition, but I've less of an idea with actions. Still, there are keys to
> hashes referenced in QueueChange whose possible values I've no idea.
> 
> 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 grant at pico.apple.com  Wed Oct  3 19:09:55 2001
From: grant at pico.apple.com (Grant Miller)
Date: Wed, 3 Oct 2001 16:09:55 -0700
Subject: [rt-users] RT 2.0.7 config problem
Message-ID: <20011003160955.A458@pico.apple.com>

I'm running into some problems with getting the MySQL access sorted out with
my new RT 2.0.7 install.

I have a box (call it www) that runs Apache and MySQL.  I have another box
that is the central mail hub (call it mail) running Sendmail.  All the email
RT requests are sent to rt2 at mail, then rt-mailgate would connect to www.

I have this method working currently with my RT 1.0.7 install.

What should I set DB_HOST and DB_RT_HOST to in the Makefile to make this 
work?  I've tried setting DB_HOST to www and DB_RT_HOST to mail, but that
doesn't seem to work.


Thanks,


-- 

-Grant Miller    grant at pico.apple.com      x42917

 Unix Systems Admin, Engineering Compute Services
 unix-support at pico.apple.com, http://www-ecs.apple.com
 ECS Hotline: x44747




From jesse at bestpractical.com  Wed Oct  3 19:21:11 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Oct 2001 19:21:11 -0400
Subject: [rt-users] RT 2.0.7 config problem
In-Reply-To: <20011003160955.A458@pico.apple.com>; from grant@pico.apple.com on Wed, Oct 03, 2001 at 04:09:55PM -0700
References: <20011003160955.A458@pico.apple.com>
Message-ID: <20011003192111.S28860@pallas.fsck.com>

For "interesting" configs like this, you'll probably have to go grant database
rights by hand.

	-j


On Wed, Oct 03, 2001 at 04:09:55PM -0700, Grant Miller wrote:
> 
> I'm running into some problems with getting the MySQL access sorted out with
> my new RT 2.0.7 install.
> 
> I have a box (call it www) that runs Apache and MySQL.  I have another box
> that is the central mail hub (call it mail) running Sendmail.  All the email
> RT requests are sent to rt2 at mail, then rt-mailgate would connect to www.
> 
> I have this method working currently with my RT 1.0.7 install.
> 
> What should I set DB_HOST and DB_RT_HOST to in the Makefile to make this 
> work?  I've tried setting DB_HOST to www and DB_RT_HOST to mail, but that
> doesn't seem to work.
> 
> 
> Thanks,
> 
> 
> -- 
> 
> -Grant Miller    grant at pico.apple.com      x42917
> 
>  Unix Systems Admin, Engineering Compute Services
>  unix-support at pico.apple.com, http://www-ecs.apple.com
>  ECS Hotline: x44747
> 
> 
> _______________________________________________
> 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 darrinw at nixc.net  Wed Oct  3 19:42:44 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 3 Oct 2001 23:42:44 +0000
Subject: [rt-users] RT 2.0.7 config problem
In-Reply-To: <20011003160955.A458@pico.apple.com>; from grant@pico.apple.com on Wed, Oct 03, 2001 at 04:09:55PM -0700
References: <20011003160955.A458@pico.apple.com>
Message-ID: <20011003234244.N53979@nixc.net>

  |+ What should I set DB_HOST and DB_RT_HOST to in the Makefile to make this 
  |+ work?  I've tried setting DB_HOST to www and DB_RT_HOST to mail, but that
  |+ doesn't seem to work.

What we did on initial install was, set DB_RT_HOST to the machine running
Apache (www).  Installed RT, then manually went to the database, and did
some GRANT statements.

The setup we have is a little different.  We have one primary database
server, Apache running on 3 different hosts (located in various spots in
the country), and our mailserver which has rt-mailgate installed.

The 3 "other" machines must be able to connect to the database, with the
same rights as the initial RT www machine.



From c.bailiff+rt2 at devsecure.com  Wed Oct  3 23:43:44 2001
From: c.bailiff+rt2 at devsecure.com (Cris Bailiff)
Date: Thu, 04 Oct 2001 13:43:44 +1000
Subject: [rt-users] Bulk update modifies tickets as root (System User)
References: <20011002200019.27ED211280@pallas.eruditorum.org>
Message-ID: <3BBBDAF0.90249F69@devsecure.com>

When I bulk update a bunch of tickets (set to resolved, for example),
the 'Resolved' email notice and the Status change notice on the ticket
are shown as being performed by root...

Whilst this isn't the end of the world, I'd prefer it if these changes
were marked as done by me, so there's no future confusion. Where do I
start looking to fix this?

Another concern - Did these operations get performed with 'root'
priviliges? What if I wasn't allowed to modify some ticket - would it go
ahead anyway? (I could test this locally, but I'm currently super user,
so its a bit tricky, and if I de-super myself, it'll get complicated
resurecting the root account...)

Cris



From jesse at bestpractical.com  Thu Oct  4 02:46:10 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 4 Oct 2001 02:46:10 -0400
Subject: [rt-users] [rt-announce] RT 2.0.8
Message-ID: <20011004024610.V28860@pallas.fsck.com>

RT 2.0.8 is now available. It contains some oft-requested features,
like "force change owner" from the Bulk Update page and "set everything" 
from the ticket create page.  It also contains important bug fixes, like 
a fix to the anti-mail-looping code and the addition of a NO-CACHE pragma
for the Web UI.  And it's got some other goodies.

If this release is going to break, it would be considerate of it to do so
before Friday afternoon, as I'll be out of town for a wedding this weekend.

	Jesse


Changes:


Docs

* Cleaned up the README  a bit

Build

* RT now depends on DBIx::SearchBuilder 0.43
* Added DESTDIR support to the Makefile
* Added a contributed rt.spec for building of RPMS.
* Changed " to ' in a few places in the config file, to make file and variable
  names with embedded metacharacters not lose as badly
* Fixed a bug that would cause installation on postgres to lose if $PORT 
  wasn't specified

Core

* Added a fix for ItemsArrayRef to Tickets which causes the Next/Prev links
  in the web ui to be smarter.
* Refactored Tickets.pm to allow searching for nonlocal relationships
* Set some logical defaults for Queue->Create, so it's not as likely to 
  fail to create a queue if you leave out some fields
* Ticket->Create now takes a Starts date.  Also, fixed some API docs.
* Tickets.pm: Negative searching on fields like "subject" should now work

CLI

* CLI cleanups from bogus earlier refactoring.
* Fixed a typo in the bin/rt docs
* Cleaned up some search criteria


Web

* Added a pragma NO-CACHE pseudo-header, to stop overzealous browsers 
  and caches from caching RT's pages
* Changed "Bookmark this search" to "Bookmarkable URL for this search"
* Ticket creation now has a "more detail" section
* Ticket updates no longer have a default subject preset.
* Fixed a bug in ShowLinks that generated bogus urls within RT if RT 
  wasn't at / on your server
* Fixed a typo in Scrips.html that caused ugly formatting
* RT now allows "Force owner change" from bulk update screen.
* Fix for #863: Ticket/Elements/ShowTransaction doesn't show headers sometimes

Mail

* Fixed a bug in the code that prevents RT from looping with itself.


-- 
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 alberto.rossatto at securegroup.it  Thu Oct  4 05:26:17 2001
From: alberto.rossatto at securegroup.it (Alberto Rossatto)
Date: Thu, 04 Oct 2001 11:26:17 +0200
Subject: [rt-users] RT 2.0.8 access problem
Message-ID: <3BBC2B38.D95A6DD0@securegroup.it>

I've installed RT 2.0.8 on a Solaris 2.8 machine,
when I try to login I get the following error page:

************************************************************************

Mason error

 error in file:

/usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm

              line 790:
                     Can't call method "SimpleQuery" on an undefined
value

 context:
              ...
              786:
                  my $self = shift;
              787:
                  my $QueryString = shift;
              788:
                  my @bind_values = (@_);
              789:
              790:
                  my $sth = $self->_Handle->SimpleQuery($QueryString,
@bind_values);
              791:
              792:
                  #TODO this only gets the first row. we should check if
there are more.
              793:
              794:
                  eval {
              ...

 component stack:
              /autohandler
 code stack:

/usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:721

/usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm:71


/usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:690
              /opt/rt2/lib/RT/CurrentUser.pm:177
              /opt/rt2/local/WebRT/html/obj/autohandler:40

****************************************************************************

Any ideas?

Thanks.

--
Alberto Rossatto
S.C.C. Italia s.r.l.
SecureGroup - http://www.securegroup.it
email: alberto.rossatto at securegroup.it





From sjoerd at nl.demon.net  Thu Oct  4 06:08:38 2001
From: sjoerd at nl.demon.net (Sjoerd Oostdijck)
Date: Thu, 4 Oct 2001 12:08:38 +0200
Subject: [rt-users] Making RT send reminders
Message-ID: <01100412083808.23233@lord.www.nl.demon.net>

Can anyone give me some pointers on how to make RT (2-0-5_03) send 
reminders to ticket owners after a set period of time (perhaps even on a 
per queue basis)?

Thanks in advance,
-- 
Sjoerd Oostdijck   



From timo.hummel at isg.de  Thu Oct  4 07:38:31 2001
From: timo.hummel at isg.de (Timo A. Hummel)
Date: Thu, 04 Oct 2001 13:38:31 +0200
Subject: [rt-users] local Customizing
References: <20011003160955.A458@pico.apple.com> <20011003234244.N53979@nixc.net>
Message-ID: <3BBC4A37.C5755FED@isg.de>

Hi,

how can I do local customizing without running danger that the next
version overwrites my changes? Is it possible to overload functions in
RT? 

Best regards
Timo

-- 

Timo A. Hummel, IT Specialist
IS Innovative Software AG               Phone:  +49 69 505030-302
Feuerbachstra?e 26-32                   Fax:    +49 69 505030-505
60325 Frankfurt a.M.                    E-Mail:
mailto:timo.hummel at isg.de
GERMANY                                 WWW:    http://is.ag
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/x-pkcs7-signature
Size: 1667 bytes
Desc: S/MIME Cryptographic Signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011004/d74bcef9/attachment.bin>

From alesh at sportina.si  Thu Oct  4 08:35:48 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Thu, 04 Oct 2001 14:35:48 +0200
Subject: [rt-users] Re: [rt-devel] [rt-announce] RT 2.0.8
References: <20011004024610.V28860@pallas.fsck.com>
Message-ID: <3BBC57A4.90205@sportina.si>

* Ticket creation now has a "more detail" section


Am I missing something or did I do something wrong, but the Create New 
Ticket is the same as in 2.07 on my machine.

I checked the files, cleaned the sessiondata dir, yes i did stop, start 
apache (didn't use restart).

Wtf can still be wrong? Something obscure?

I attached Create.html from Tickets dir.

Jesse, anyone else?

Thank you in advance,
A.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011004/4f07c536/attachment.html>

From derek.fage at foreshore.net  Thu Oct  4 08:49:07 2001
From: derek.fage at foreshore.net (Derek Fage)
Date: Thu, 4 Oct 2001 13:49:07 +0100 
Subject: [rt-users] Re: [rt-devel] [rt-announce] RT 2.0.8
Message-ID: <C0EA8095BE36D31193C500508B44426902BC42F5@RDPEXC01>

Alesh,

Click on the "Show Detail" link in the bottom right of the screen.

Fantastic enhancement that makes our RT life _much_ easier!!!

D...

-----Original Message-----
From: Alesh Mustar [mailto:alesh at sportina.si]
Sent: 04 October 2001 13:36
To: rt-users
Subject: [rt-users] Re: [rt-devel] [rt-announce] RT 2.0.8
Importance: High


* Ticket creation now has a "more detail" section


Am I missing something or did I do something wrong, but the Create New 
Ticket is the same as in 2.07 on my machine.

I checked the files, cleaned the sessiondata dir, yes i did stop, start 
apache (didn't use restart).

Wtf can still be wrong? Something obscure?

I attached Create.html from Tickets dir.

Jesse, anyone else?

Thank you in advance,
A.


***************************************************************************************
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 alesh at sportina.si  Thu Oct  4 08:50:21 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Thu, 04 Oct 2001 14:50:21 +0200
Subject: [rt-users] Re: [rt-devel] [rt-announce] RT 2.0.8
References: <20011004024610.V28860@pallas.fsck.com> <3BBC57A4.90205@sportina.si>
Message-ID: <3BBC5B0D.20500@sportina.si>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011004/45307a47/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: spacer.gif
Type: image/gif
Size: 43 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011004/45307a47/attachment.gif>

From jdeberry at townnews.com  Thu Oct  4 09:50:13 2001
From: jdeberry at townnews.com (John DeBerry)
Date: Thu, 4 Oct 2001 08:50:13 -0500
Subject: [rt-users] Auto-open on owner change?
Message-ID: <JDEMKKMKMAAPCNHIBFLGIEJACKAA.jdeberry@townnews.com>

Hello!

Does anyone know a simple way to automatically set a ticket status to 'Open'
if there is a change in the ticket's owner?

Thanks in advance,

John DeBerry





From Kendric.Beachey at garmin.com  Thu Oct  4 11:27:45 2001
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 4 Oct 2001 10:27:45 -0500 
Subject: [rt-users] The enigmatic auto-refresh thang
Message-ID: <200110041527.KAA18555@dresden.garmin.com>

I haven't upgraded to 2.0.8 yet, but I did the upgrade from 2.0.6 to 2.0.7 a
couple weeks ago, and from the discussion on the list I'm starting to think
I should see some kind of auto-refresh setting on users' "home" RT page.
But I'm seeing no such thing.

Is there something I have to do to get this to show up?

--
Kendric Beachey
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011004/0dc51a6d/attachment.htm>

From cgilmore at tivoli.com  Thu Oct  4 11:29:32 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Thu, 4 Oct 2001 10:29:32 -0500
Subject: [rt-users] Need to create new scrip
In-Reply-To: <20011003173341.R28860@pallas.fsck.com>
Message-ID: <000501c14ce9$5e793fe0$69285492@tivoli.com>

I'll take a look, thanks!

I'm trying to build in a basic approval system. Tickets to a certain queue
are now requiring management approval on both sides (my management and the
requestor's management). I'm thinking of the following scrips:

CONDITION			ACTION			TEMPLATE
----------------------------------------------------------------
OnCreate			GiveToApprover		ApprovalRequired
OnGiveFromApprover	NotifyRequestorManager	ApprovalRequired


CONDITIONS

OnGiveFromApprover is simple enough in its idea: when the member of the
Approver group (locally created) gives a ticket away, trigger an action.


ACTIONS

GiveToApprover is simple enough in its idea: give the ticket to the
individual in the Approved group.

NotifyRequestorManager is more difficult: identify the requestor's manager
(either through external lookup such as LDAP or in a yet-to-be-created
manager field in the user's record); create, if necessary, the manager
account in RT; then send mail with the appropriate template to the
requestor's manager.


TEMPLATES

ApprovalRequired is much like transaction except it includes more
management fluff.


On a semi-separate question, when mail comes in multi-part MIME, the
transaction template ends up with blank content (the RT lines are still
there, but the body of the request is blank).

Regards,
Christian

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> Sent: Wednesday, October 03, 2001 4:34 PM
> To: cag at us.ibm.com
> Cc: RT Users Mailing List (E-mail)
> Subject: Re: [rt-users] Need to create new scrip
>
>
> have you taken a look at the perldoc for RT::Condition::Generic?
>
> What are you trying to do, specifically?
>
>
> On Wed, Oct 03, 2001 at 03:59:56PM -0500, Christian Gilmore wrote:
> > I need to create a new scrip to perform a non-standard action on a
> > non-standard condition. How do I create these actions and
> conditions?
> > Unfortunately, the external doc is still blank on this topic.
> >
> > I took a peak at contrib and might have an idea with the QueueChange
> > condition, but I've less of an idea with actions. Still,
> there are keys to
> > hashes referenced in QueueChange whose possible values I've no idea.
> >
> > 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.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From jesse at bestpractical.com  Thu Oct  4 11:45:45 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 4 Oct 2001 11:45:45 -0400
Subject: [rt-users] RT 2.0.8 access problem
In-Reply-To: <3BBC2B38.D95A6DD0@securegroup.it>; from alberto.rossatto@securegroup.it on Thu, Oct 04, 2001 at 11:26:17AM +0200
References: <3BBC2B38.D95A6DD0@securegroup.it>
Message-ID: <20011004114545.Y28860@pallas.fsck.com>

So. What version of DBIx::SearchBuilder do you have installed?


On Thu, Oct 04, 2001 at 11:26:17AM +0200, Alberto Rossatto wrote:
> 
> I've installed RT 2.0.8 on a Solaris 2.8 machine,
> when I try to login I get the following error page:
> 
> ************************************************************************
> 
> Mason error
> 
>  error in file:
> 
> /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm
> 
>               line 790:
>                      Can't call method "SimpleQuery" on an undefined
> value
> 
>  context:
>               ...
>               786:
>                   my $self = shift;
>               787:
>                   my $QueryString = shift;
>               788:
>                   my @bind_values = (@_);
>               789:
>               790:
>                   my $sth = $self->_Handle->SimpleQuery($QueryString,
> @bind_values);
>               791:
>               792:
>                   #TODO this only gets the first row. we should check if
> there are more.
>               793:
>               794:
>                   eval {
>               ...
> 
>  component stack:
>               /autohandler
>  code stack:
> 
> /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:721
> 
> /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm:71
> 
> 
> /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:690
>               /opt/rt2/lib/RT/CurrentUser.pm:177
>               /opt/rt2/local/WebRT/html/obj/autohandler:40
> 
> ****************************************************************************
> 
> Any ideas?
> 
> Thanks.
> 
> --
> Alberto Rossatto
> S.C.C. Italia s.r.l.
> SecureGroup - http://www.securegroup.it
> email: alberto.rossatto at securegroup.it
> 
> 
> 
> _______________________________________________
> 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 damian at sentex.net  Thu Oct  4 11:53:19 2001
From: damian at sentex.net (Damian Gerow)
Date: Thu, 04 Oct 2001 11:53:19 -0400
Subject: [rt-users] The enigmatic auto-refresh thang
In-Reply-To: <200110041527.KAA18555@dresden.garmin.com>
Message-ID: <5.1.0.14.2.20011004115242.03360058@marble.sentex.ca>

>I haven't upgraded to 2.0.8 yet, but I did the upgrade from 2.0.6 to 2.0.7 
>a couple weeks ago, and from the discussion on the list I'm starting to 
>think I should see some kind of auto-refresh setting on users' "home" RT 
>page.  But I'm seeing no such thing.
>
>Is there something I have to do to get this to show up?

Look at the message I sent in at 4:30 on Monday.




From stoffel at casc.com  Thu Oct  4 11:54:39 2001
From: stoffel at casc.com (John Stoffel)
Date: Thu, 4 Oct 2001 11:54:39 -0400
Subject: [rt-users] Will 1.0.7 run on MySQL 2.23.38 or newer?
Message-ID: <15292.34367.847745.150044@gargle.gargle.HOWL>

Hi Jesse and crew,

I'm finally getting ready to think about upgrading our 1.0.7 setup to
2.0.7 (or 8 now that it's out), but I want to be careful about
breaking things during this point.

Can I upgrade mysql from mysql 3.23.36 to 3.23.38 without any worries
about breaking 1.0.7?  Then I'll use the same DB for both my
existing rt 1.0.7 setup and for my testing of rt 2.0.7/8.

Thanks,
John





From Rich.West at wesmo.com  Wed Oct  3 16:32:45 2001
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 03 Oct 2001 16:32:45 -0400
Subject: [rt-users] Where to customize templates?
References: <002801c14566$96a597e0$0204080a@mdcl.com.cn> <001a01c14571$00b46d50$23558242@STEVE>
Message-ID: <3BBB75ED.4040706@wesmo.com>

I've finally taken the plunge and installed RT2. I went through the
"sundry" of perl modules and got the CLI up and running without a problem.

I attacked the WebGUI and got that up and running with some ease.
However, when I click on the queue to get a current listing of all items
in the queue, I get a "Mason Error" stating that it cannot find
"FreezeThaw.pm", and it shows the current @INC.

After some investigation, it's obvious why it isn't finding it... the
default MLDBM installation goes into /usr/lib/perl/site_perl/5.6.1/MLDBM
which isn't in the @INC.

So, this is going to sound stupid, but I figure I will ask anyhow.. How
can I correct this problem? I've re-installed MLDBM, but the default
installation is the same. Is there a way to tell RT exactly where to
find FreezeThaw.pm?

Thanks!
-Rich




From huttinger at ipact.com  Tue Oct  2 08:26:50 2001
From: huttinger at ipact.com (Michael Huttinger)
Date: Tue, 2 Oct 2001 07:26:50 -0500
Subject: [rt-users] Upgrade Your Postgresql!
Message-ID: <001f01c14b3d$83190db0$665baac0@csusa.com>

Hello Everyone,

I am posting this to let you all know about a problem I was having and the
solution.

Problem:

Running 2.0.8pre3 (from CVS) or 2.0.7 of RT, using Postgresql (7.0 series),
and are having problems with a bug submitted not showing up in the user's
home page top 25 requested list.

As a side note, whenever I add the requestor to a query, I get NO results,
even if I can see in the list the requestor I want.  For example, I select
to see all new items in a queue.  Looking at the list, a choose a requestor
from the Requestor(s) column and add an additional query for it (using
either is or contains).  I no longer get anything :(

Solution:

After some log scans and responses w/ Jesse, came to the conclusion this was
due to the handling of outer joins in the SQL passed to Postgresql.  By
upgrading to the 7.1 series of Postgresql (7.1.3 actually), the problem went
away (7.1 has changed the way it handles the syntax for outer joins).

So, if you're running postgres prior to 7.1, I would recommend an upgrade :)

Enjoy!

Michael Huttinger
Computer Engineer
IPACT
web:  http://www.ipact.com




From jesse at bestpractical.com  Thu Oct  4 12:19:23 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 4 Oct 2001 12:19:23 -0400
Subject: [rt-users] Will 1.0.7 run on MySQL 2.23.38 or newer?
In-Reply-To: <15292.34367.847745.150044@gargle.gargle.HOWL>; from stoffel@casc.com on Thu, Oct 04, 2001 at 11:54:39AM -0400
References: <15292.34367.847745.150044@gargle.gargle.HOWL>
Message-ID: <20011004121923.A28860@pallas.fsck.com>

It should be fine, as long as you rebuild Msql-Mysql-Modules for the new Mysql
with MysqlPerl emulation turned on.

	-j


On Thu, Oct 04, 2001 at 11:54:39AM -0400, John Stoffel wrote:
> 
> Hi Jesse and crew,
> 
> I'm finally getting ready to think about upgrading our 1.0.7 setup to
> 2.0.7 (or 8 now that it's out), but I want to be careful about
> breaking things during this point.
> 
> Can I upgrade mysql from mysql 3.23.36 to 3.23.38 without any worries
> about breaking 1.0.7?  Then I'll use the same DB for both my
> existing rt 1.0.7 setup and for my testing of rt 2.0.7/8.
> 
> Thanks,
> John
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Thu Oct  4 12:27:11 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 4 Oct 2001 12:27:11 -0400
Subject: [rt-users] Upgrade Your Postgresql!
In-Reply-To: <001f01c14b3d$83190db0$665baac0@csusa.com>; from huttinger@ipact.com on Tue, Oct 02, 2001 at 07:26:50AM -0500
References: <001f01c14b3d$83190db0$665baac0@csusa.com>
Message-ID: <20011004122711.B28860@pallas.fsck.com>

In fact, I discovered recently that Postgres versions before 7.1 did not
support one of the join types that RT needs. Expect 2.0.9 to note the hard
requirement for 7.1. Oh. wait. I already do. :) Better make sure that's true
everywhere.




On Tue, Oct 02, 2001 at 07:26:50AM -0500, Michael Huttinger wrote:
> Hello Everyone,
> 
> I am posting this to let you all know about a problem I was having and the
> solution.
> 
> Problem:
> 
> Running 2.0.8pre3 (from CVS) or 2.0.7 of RT, using Postgresql (7.0 series),
> and are having problems with a bug submitted not showing up in the user's
> home page top 25 requested list.
> 
> As a side note, whenever I add the requestor to a query, I get NO results,
> even if I can see in the list the requestor I want.  For example, I select
> to see all new items in a queue.  Looking at the list, a choose a requestor
> from the Requestor(s) column and add an additional query for it (using
> either is or contains).  I no longer get anything :(
> 
> Solution:
> 
> After some log scans and responses w/ Jesse, came to the conclusion this was
> due to the handling of outer joins in the SQL passed to Postgresql.  By
> upgrading to the 7.1 series of Postgresql (7.1.3 actually), the problem went
> away (7.1 has changed the way it handles the syntax for outer joins).
> 
> So, if you're running postgres prior to 7.1, I would recommend an upgrade :)
> 
> Enjoy!
> 
> Michael Huttinger
> Computer Engineer
> IPACT
> web:  http://www.ipact.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 timo.hummel at isg.de  Thu Oct  4 12:34:02 2001
From: timo.hummel at isg.de (Timo A. Hummel)
Date: Thu, 04 Oct 2001 18:34:02 +0200
Subject: [rt-users] Due time feature
References: <20011003160955.A458@pico.apple.com> <20011003192111.S28860@pallas.fsck.com>
Message-ID: <3BBC8F7A.B246BE33@isg.de>

Hi all !

I was playing around with the due time function, but unfortunately it
seems not 
to be functional currently (or it does something else than I expect ;).

RT seems to do nothing when the due time exceeded; there's no scrip
action for it
and RT doesn't show the user that the ticket needs to be processed.

Some thoughts:
- RT should inform the owner if the due time has exceeded (maybe a
littlebit before).
This is important if some company (like ours) has SLA (service level
agreement)
customers where a ticket HAS to be processed in a certain amount of
time.

- If the ticket has not been taken by anyone, RT should show some kind
of information
that there are tickets which have exceeded the due time (or best: notify
that a ticket
will soon exceed the due time)


Best regards
Timo

--

Timo A. Hummel, IT Specialist
IS Innovative Software AG               Phone:  +49 69 505030-302
Feuerbachstra?e 26-32                   Fax:    +49 69 505030-505
60325 Frankfurt a.M.                    E-Mail:
mailto:timo.hummel at isg.de
GERMANY                                 WWW:    http://is.ag



From FPercynski at synchrony.net  Thu Oct  4 12:36:05 2001
From: FPercynski at synchrony.net (Percynski, Fred)
Date: Thu, 4 Oct 2001 12:36:05 -0400 
Subject: [rt-users] Refresh setting not saving
Message-ID: <8DE9A17333ACD411A52B00508B5B0CE4D8D4D4@mail.synchrony.net>

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



From doug.mildram at mindspeed.com  Thu Oct  4 12:38:22 2001
From: doug.mildram at mindspeed.com (doug.mildram at mindspeed.com)
Date: Thu, 4 Oct 2001 12:38:22 -0400 (EDT)
Subject: [rt-users] rt208 "Show Details": abusing Create.html helped
In-Reply-To: <3BBC57A4.90205@sportina.si> from "Alesh Mustar" at Oct 04, 2001 02:35:48 PM
Message-ID: <200110041638.MAA29164@dogbert.westboro.mindspeed.com>

> * Ticket creation now has a "more detail" section

Alesh> can't see it, am i missing something?

doug> I too did a seemingly-clean "make upgrade" with apache stop,start
     And i did not see the "Show Details" either. Not with netscape,IE5,
     (the 2 I tried). Browser version probably irrelevant because:

I tried some foolish editing of   .../rt2/WebRT/html/Ticket/Create.html
 reloaded browser page, it failed (Mason error) because i'm illiterate;
Then when i put BACK the old/correct  rt2/WebRT/html/Ticket/Create.html
        (none of these steps required an apache stop/start/restart)
wow! the Show Details appeared (just above the "Create Ticket" button).

Of course now i can only suspect my own sanity along with Alesh :)

Feels like some kind of cacheing that apache stop,start doesnt clear? -doug



From feargal at thecia.ie  Thu Oct  4 12:56:16 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Thu, 4 Oct 2001 17:56:16 +0100
Subject: [rt-users] Upgrade Your Postgresql!
In-Reply-To: <001f01c14b3d$83190db0$665baac0@csusa.com>
References: <001f01c14b3d$83190db0$665baac0@csusa.com>
Message-ID: <20011004175616.707fe2bb.feargal@thecia.ie>

A word to the wise, the file structure for 7.1 changed radically from earlier versions, although there is a configure option to use 'old-style-layout'. I'd advise keeping your old installation live, until you've ensured you can import the older data into 7.1 - there are (were?) some problems importing dumps from earlier versions.

FWIW, RT's README has stated version 7.1 for postgres since at least 1.3.30, so hopefully it doesn't affect too many people.

-Feargal.

"Michael Huttinger" <huttinger at ipact.com> wrote:

MH> Hello Everyone,
MH> 
MH> I am posting this to let you all know about a problem I was having and the
MH> solution.
MH> 
MH> Problem:
MH> 
MH> Running 2.0.8pre3 (from CVS) or 2.0.7 of RT, using Postgresql (7.0 series),
MH> and are having problems with a bug submitted not showing up in the user's
MH> home page top 25 requested list.
MH> 
MH> As a side note, whenever I add the requestor to a query, I get NO results,
MH> even if I can see in the list the requestor I want.  For example, I select
MH> to see all new items in a queue.  Looking at the list, a choose a requestor
MH> from the Requestor(s) column and add an additional query for it (using
MH> either is or contains).  I no longer get anything :(
MH> 
MH> Solution:
MH> 
MH> After some log scans and responses w/ Jesse, came to the conclusion this was
MH> due to the handling of outer joins in the SQL passed to Postgresql.  By
MH> upgrading to the 7.1 series of Postgresql (7.1.3 actually), the problem went
MH> away (7.1 has changed the way it handles the syntax for outer joins).
MH> 
MH> So, if you're running postgres prior to 7.1, I would recommend an upgrade :)
MH> 
MH> Enjoy!
MH> 
MH> Michael Huttinger
MH> Computer Engineer
MH> IPACT
MH> web:  http://www.ipact.com
MH> 
MH> 
MH> _______________________________________________
MH> rt-users mailing list
MH> rt-users at lists.fsck.com
MH> http://lists.fsck.com/mailman/listinfo/rt-users
MH> 


-- 
Feargal Reilly,
Systems Administrator,
The CIA.




From feargal at thecia.ie  Thu Oct  4 13:06:20 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Thu, 4 Oct 2001 18:06:20 +0100
Subject: [rt-users] Where to customize templates?
In-Reply-To: <3BBB75ED.4040706@wesmo.com>
References: <002801c14566$96a597e0$0204080a@mdcl.com.cn>
	<001a01c14571$00b46d50$23558242@STEVE>
	<3BBB75ED.4040706@wesmo.com>
Message-ID: <20011004180620.3c3c42f9.feargal@thecia.ie>

Rich West <Rich.West at wesmo.com> wrote:

RW> I've finally taken the plunge and installed RT2. I went through the
RW> "sundry" of perl modules and got the CLI up and running without a problem.
RW> 
RW> I attacked the WebGUI and got that up and running with some ease.
RW> However, when I click on the queue to get a current listing of all items
RW> in the queue, I get a "Mason Error" stating that it cannot find
RW> "FreezeThaw.pm", and it shows the current @INC.
RW> 
RW> After some investigation, it's obvious why it isn't finding it... the
RW> default MLDBM installation goes into /usr/lib/perl/site_perl/5.6.1/MLDBM
RW> which isn't in the @INC.
RW> 
RW> So, this is going to sound stupid, but I figure I will ask anyhow.. How
RW> can I correct this problem? I've re-installed MLDBM, but the default
RW> installation is the same. Is there a way to tell RT exactly where to
RW> find FreezeThaw.pm?

When you're building a module, if it's installing to the wrong place,
you can change this with
perl Makefile.PL PREFIX=/usr/foo/bar

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


-- 
Feargal Reilly,
Systems Administrator,
The CIA.




From feargal at thecia.ie  Thu Oct  4 13:11:15 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Thu, 4 Oct 2001 18:11:15 +0100
Subject: [rt-users] Need to create new scrip
In-Reply-To: <000501c14ce9$5e793fe0$69285492@tivoli.com>
References: <20011003173341.R28860@pallas.fsck.com>
	<000501c14ce9$5e793fe0$69285492@tivoli.com>
Message-ID: <20011004181115.280e8b6c.feargal@thecia.ie>

I did up a scrip for 'OnCreate AutoAssign' which gave a ticket to a random user on creation.
That might be a good place to start.

You can find it at ftp.fsck.com/pub/contrib/2.0/AutoAssign or something.
It was written for the rt-scrips tool thats there, to let you install it easily, but that hasn't really been tested.

-Feargal.

"Christian Gilmore" <cgilmore at tivoli.com> wrote:

CG> I'll take a look, thanks!
CG> 
CG> I'm trying to build in a basic approval system. Tickets to a certain queue
CG> are now requiring management approval on both sides (my management and the
CG> requestor's management). I'm thinking of the following scrips:
CG> 
CG> CONDITION			ACTION			TEMPLATE
CG> ----------------------------------------------------------------
CG> OnCreate			GiveToApprover		ApprovalRequired
CG> OnGiveFromApprover	NotifyRequestorManager	ApprovalRequired
CG> 
CG> 
CG> CONDITIONS
CG> 
CG> OnGiveFromApprover is simple enough in its idea: when the member of the
CG> Approver group (locally created) gives a ticket away, trigger an action.
CG> 
CG> 
CG> ACTIONS
CG> 
CG> GiveToApprover is simple enough in its idea: give the ticket to the
CG> individual in the Approved group.
CG> 
CG> NotifyRequestorManager is more difficult: identify the requestor's manager
CG> (either through external lookup such as LDAP or in a yet-to-be-created
CG> manager field in the user's record); create, if necessary, the manager
CG> account in RT; then send mail with the appropriate template to the
CG> requestor's manager.
CG> 
CG> 
CG> TEMPLATES
CG> 
CG> ApprovalRequired is much like transaction except it includes more
CG> management fluff.
CG> 
CG> 
CG> On a semi-separate question, when mail comes in multi-part MIME, the
CG> transaction template ends up with blank content (the RT lines are still
CG> there, but the body of the request is blank).
CG> 
CG> Regards,
CG> Christian
CG> 
CG> > -----Original Message-----
CG> > From: rt-users-admin at lists.fsck.com
CG> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
CG> > Sent: Wednesday, October 03, 2001 4:34 PM
CG> > To: cag at us.ibm.com
CG> > Cc: RT Users Mailing List (E-mail)
CG> > Subject: Re: [rt-users] Need to create new scrip
CG> >
CG> >
CG> > have you taken a look at the perldoc for RT::Condition::Generic?
CG> >
CG> > What are you trying to do, specifically?
CG> >
CG> >
CG> > On Wed, Oct 03, 2001 at 03:59:56PM -0500, Christian Gilmore wrote:
CG> > > I need to create a new scrip to perform a non-standard action on a
CG> > > non-standard condition. How do I create these actions and
CG> > conditions?
CG> > > Unfortunately, the external doc is still blank on this topic.
CG> > >
CG> > > I took a peak at contrib and might have an idea with the QueueChange
CG> > > condition, but I've less of an idea with actions. Still,
CG> > there are keys to
CG> > > hashes referenced in QueueChange whose possible values I've no idea.
CG> > >
CG> > > Thanks,
CG> > > Christian
CG> > >
CG> > > -----------------
CG> > > Christian Gilmore
CG> > > Team Lead
CG> > > Web Infrastructure & Tools
CG> > > IBM Software Group
CG> > >
CG> > >
CG> > > _______________________________________________
CG> > > rt-users mailing list
CG> > > rt-users at lists.fsck.com
CG> > > http://lists.fsck.com/mailman/listinfo/rt-users
CG> > >
CG> >
CG> > --
CG> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
CG> >
CG> > _______________________________________________
CG> > rt-users mailing list
CG> > rt-users at lists.fsck.com
CG> > http://lists.fsck.com/mailman/listinfo/rt-users
CG> >
CG> 
CG> 
CG> _______________________________________________
CG> rt-users mailing list
CG> rt-users at lists.fsck.com
CG> http://lists.fsck.com/mailman/listinfo/rt-users
CG> 


-- 
Feargal Reilly,
Systems Administrator,
The CIA.

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 230 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011004/11ce92a3/attachment.sig>

From feargal at thecia.ie  Thu Oct  4 13:20:27 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Thu, 4 Oct 2001 18:20:27 +0100
Subject: [rt-users] rt208 "Show Details": abusing Create.html helped
Message-ID: <20011004182027.5d73cafc.feargal@thecia.ie>

doug.mildram at mindspeed.com wrote:

> 
> I tried some foolish editing of   .../rt2/WebRT/html/Ticket/Create.html
>  reloaded browser page, it failed (Mason error) because i'm illiterate;
> Then when i put BACK the old/correct  rt2/WebRT/html/Ticket/Create.html
>         (none of these steps required an apache stop/start/restart)
> wow! the Show Details appeared (just above the "Create Ticket" button).
> 
> Of course now i can only suspect my own sanity along with Alesh :)
>
> Feels like some kind of cacheing that apache stop,start doesnt clear? -doug

Actually, I just upgraded to 2.0.8 a few minutes ago, clobbering a few previously hacked links in WebRT/html/Elements/Header. So I did the upgrade, stop-started apache, and checked it in my browser to make sure it was working.
I then edited Elements/Header, put the links back in, went to my browser again, and saw they were already there.
I *swear* I didn't hit reload, so I'm tempted to believe things are still being cached, even after a stop-start.

Though it could very well be my sanity that's going too. Yesterday I lost two days work thanks to a badly placed 'rm *' :(

-Feargal 

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

-- 
Feargal Reilly,
Systems Administrator,
The CIA.




From khera at kcilink.com  Thu Oct  4 13:44:47 2001
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 4 Oct 2001 13:44:47 -0400
Subject: [rt-users] Upgrade Your Postgresql!
In-Reply-To: <001f01c14b3d$83190db0$665baac0@csusa.com>
References: <001f01c14b3d$83190db0$665baac0@csusa.com>
Message-ID: <15292.40975.444219.809162@onceler.kciLink.com>

>>>>> "MH" == Michael Huttinger <huttinger at ipact.com> writes:

MH> So, if you're running postgres prior to 7.1, I would recommend an
MH> upgrade :)

You'll probably also lose data for tickets that are larger than 8k
unless you're using 7.1.x.



From jesse at bestpractical.com  Thu Oct  4 16:11:21 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 4 Oct 2001 16:11:21 -0400
Subject: [rt-users] rt208 "Show Details": abusing Create.html helped
In-Reply-To: <20011004182027.5d73cafc.feargal@thecia.ie>; from feargal@thecia.ie on Thu, Oct 04, 2001 at 06:20:27PM +0100
References: <20011004182027.5d73cafc.feargal@thecia.ie>
Message-ID: <20011004161121.C28860@pallas.fsck.com>

For kicks, why don't all of you who are seeing this try clearing Mason's 
component cache?  
	Stop apache
	rm -rf /path/to/WebRT/data
	start apache.

if your frobbed files have a more recent mod date than the installed files,
mason doesn't know to recompile them.


On Thu, Oct 04, 2001 at 06:20:27PM +0100, Feargal Reilly wrote:
> doug.mildram at mindspeed.com wrote:
> 
> > 
> > I tried some foolish editing of   .../rt2/WebRT/html/Ticket/Create.html
> >  reloaded browser page, it failed (Mason error) because i'm illiterate;
> > Then when i put BACK the old/correct  rt2/WebRT/html/Ticket/Create.html
> >         (none of these steps required an apache stop/start/restart)
> > wow! the Show Details appeared (just above the "Create Ticket" button).
> > 
> > Of course now i can only suspect my own sanity along with Alesh :)
> >
> > Feels like some kind of cacheing that apache stop,start doesnt clear? -doug
> 
> Actually, I just upgraded to 2.0.8 a few minutes ago, clobbering a few previously hacked links in WebRT/html/Elements/Header. So I did the upgrade, stop-started apache, and checked it in my browser to make sure it was working.
> I then edited Elements/Header, put the links back in, went to my browser again, and saw they were already there.
> I *swear* I didn't hit reload, so I'm tempted to believe things are still being cached, even after a stop-start.
> 
> Though it could very well be my sanity that's going too. Yesterday I lost two days work thanks to a badly placed 'rm *' :(
> 
> -Feargal 
> 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> Feargal Reilly,
> Systems Administrator,
> The CIA.
> 
> 
> _______________________________________________
> 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 Oct  4 16:18:34 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 4 Oct 2001 16:18:34 -0400
Subject: [rt-users] Refresh setting not saving
In-Reply-To: <8DE9A17333ACD411A52B00508B5B0CE4D8D4D4@mail.synchrony.net>; from FPercynski@synchrony.net on Thu, Oct 04, 2001 at 12:36:05PM -0400
References: <8DE9A17333ACD411A52B00508B5B0CE4D8D4D4@mail.synchrony.net>
Message-ID: <20011004161834.D28860@pallas.fsck.com>

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 bret_martin at hms.harvard.edu  Thu Oct  4 18:39:18 2001
From: bret_martin at hms.harvard.edu (Bret Martin)
Date: Thu, 04 Oct 2001 18:39:18 -0400
Subject: [rt-users] Dependency enhancements
Message-ID: <20011004223918.15751.qmail@pilatus.med.harvard.edu>

Hello,

I've been playing with RT for a couple of weeks, trying to learn as 
much as I can about it before I start clean and configure it to roll 
out to my group.  I am really impressed with this software.

I've thought of a couple of "would be nice" things that I didn't see 
any mention of in the various docs available, so I wanted to mention 
them on the list.  Mostly, I'm curious to see if any of these fall in 
the classes of "oh, that's in the next release" or "man, you don't want 
that and here's why" or "here's a trivial way to do that with the 
existing code".

- It would be nice to enforce dependencies.  I'm not sure if this should
  be configurable -- but in my case, I'd like to make sure a parent
  ticket can't be resolved unless all its children are resolved, or
  something like that.  (I think it should be easy enough for me to
  write a nag-script that emulates this after the fact, to e-mail an
  owner that she closed a ticket with open children.)

- Jesse mentioned he has a partly done "project management interface"
  to RT a few weeks ago on the list.  That sounds great!  Just giving
  me an overview of my dependency trees would be a huge help.

- One simple change that would greatly enhance the usefulness of RT
  for project management would be a "create child ticket" button.
  That way, I can just jump off to a child ticket right away instead
  of having to remember the parent number and enter it manually.

Thanks to Jesse and all the others who have contributed to RT!

--Bret

-- 
Bret Andrew Martin              Harvard Medical School
bret_martin at hms.harvard.edu     West Quad Computing Group





From alesh at sportina.si  Fri Oct  5 02:57:57 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Fri, 05 Oct 2001 08:57:57 +0200
Subject: [Fwd: Re: [rt-users] rt208 "Show Details": abusing Create.html helped]
Message-ID: <3BBD59F5.4000802@sportina.si>

Jesse,

this helped & solved the problem!

Should this be perhaps a "must do" for upgrade within 2.0.x series?

The problem still remaining is the problem around keyword saving:
- when creating a new ticket, I set lets say priority 50 and select a 
keyword.

The priority is saved, the keyword ain't.

Bug?

Can anyone else confirm this?

Regards,
Alesh

Jesse Vincent wrote:

>For kicks, why don't all of you who are seeing this try clearing Mason's 
>component cache?  
>	Stop apache
>	rm -rf /path/to/WebRT/data
>	start apache.
>
>if your frobbed files have a more recent mod date than the installed files,
>mason doesn't know to recompile them.
>
>
>On Thu, Oct 04, 2001 at 06:20:27PM +0100, Feargal Reilly wrote:
>
>>doug.mildram at mindspeed.com wrote:
>>
>>>I tried some foolish editing of   .../rt2/WebRT/html/Ticket/Create.html
>>> reloaded browser page, it failed (Mason error) because i'm illiterate;
>>>Then when i put BACK the old/correct  rt2/WebRT/html/Ticket/Create.html
>>>        (none of these steps required an apache stop/start/restart)
>>>wow! the Show Details appeared (just above the "Create Ticket" button).
>>>
>>>Of course now i can only suspect my own sanity along with Alesh :)
>>>
>>>Feels like some kind of cacheing that apache stop,start doesnt clear? -doug
>>>
>>Actually, I just upgraded to 2.0.8 a few minutes ago, clobbering a few previously hacked links in WebRT/html/Elements/Header. So I did the upgrade, stop-started apache, and checked it in my browser to make sure it was working.
>>I then edited Elements/Header, put the links back in, went to my browser again, and saw they were already there.
>>I *swear* I didn't hit reload, so I'm tempted to believe things are still being cached, even after a stop-start.
>>
>>Though it could very well be my sanity that's going too. Yesterday I lost two days work thanks to a badly placed 'rm *' :(
>>
>>-Feargal 
>>
>>>_______________________________________________
>>>rt-users mailing list
>>>rt-users at lists.fsck.com
>>>http://lists.fsck.com/mailman/listinfo/rt-users
>>>
>>-- 
>>Feargal Reilly,
>>Systems Administrator,
>>The CIA.
>>
>>
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.fsck.com
>>http://lists.fsck.com/mailman/listinfo/rt-users
>>
>





From mixo at beth.uniforum.org.za  Fri Oct  5 03:51:39 2001
From: mixo at beth.uniforum.org.za (mixo)
Date: Fri, 05 Oct 2001 09:51:39 +0200
Subject: [rt-users] Mail (reply)
Message-ID: <3BBD668B.38FF2637@beth.uniforum.org.za>

We have a group with 2 members, and these two members have the following

rights to a queue (group rights)

           CommentOnTicket
           CreateTicket
           ModifyTicket
           OwnTicket
           ReplyToTicket
           SeeQueue
           ShowTemplate
           ShowTicket
           ShowTicketComments
           Watch

The queue has the following scrip

       OnCorrespond NotifyRequestor with template Correspondence

And the watchers (Cc) are the two members of the group.

Here is the problem:
  Both members can 'reply' to tickets, but only one members of the
  group's  response gets sent to the ticket's requestor. (Replies
  by both members are recorded.)


What is missing here?





From alberto.rossatto at securegroup.it  Fri Oct  5 04:07:14 2001
From: alberto.rossatto at securegroup.it (alberto.rossatto at securegroup.it)
Date: Fri, 05 Oct 2001 10:07:14 +0200 (CEST)
Subject: [rt-users] RT 2.0.8 access problem
In-Reply-To: <20011004114545.Y28860@pallas.fsck.com>
References: <3BBC2B38.D95A6DD0@securegroup.it> <20011004114545.Y28860@pallas.fsck.com>
Message-ID: <1002269234.3bbd6a329cec2@webmail.securegroup.it>

Jesse Vincent <jesse at bestpractical.com> wrote:
> So. What version of DBIx::SearchBuilder do you have installed?
> 

 It's DBIx::SearchBuilder 0.43



From feargal at thecia.ie  Fri Oct  5 05:26:34 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Fri, 5 Oct 2001 10:26:34 +0100
Subject: [rt-users] Mail (reply)
In-Reply-To: <3BBD668B.38FF2637@beth.uniforum.org.za>
References: <3BBD668B.38FF2637@beth.uniforum.org.za>
Message-ID: <20011005102634.78a80543.feargal@thecia.ie>

Off the cuff guess,

Can that member send *any* mail out?
Check the email address that is set up for him, and look at your maillogs, maybe that's the reason it's failing.

I assume that the requestor and user isn't the same person.

mixo <mixo at beth.uniforum.org.za> wrote:

> We have a group with 2 members, and these two members have the following
> 
> rights to a queue (group rights)
> 
>            CommentOnTicket
>            CreateTicket
>            ModifyTicket
>            OwnTicket
>            ReplyToTicket
>            SeeQueue
>            ShowTemplate
>            ShowTicket
>            ShowTicketComments
>            Watch
> 
> The queue has the following scrip
> 
>        OnCorrespond NotifyRequestor with template Correspondence
> 
> And the watchers (Cc) are the two members of the group.
> 
> Here is the problem:
>   Both members can 'reply' to tickets, but only one members of the
>   group's  response gets sent to the ticket's requestor. (Replies
>   by both members are recorded.)
> 
> 
> What is missing here?
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


-- 
Feargal Reilly,
Systems Administrator,
The CIA.




From alesh at sportina.si  Fri Oct  5 05:28:45 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Fri, 05 Oct 2001 11:28:45 +0200
Subject: [Fwd: Re: [Fwd: Re: [rt-users] rt208 "Show Details": abusing Create.html helped]]
Message-ID: <3BBD7D4D.4090200@sportina.si>

I'm not sure if this came to the list, unless my address was in BCC.

A.

-------- Original Message --------
Subject: Re: [Fwd: Re: [rt-users] rt208 "Show Details": abusing 
Create.html helped]
Date: Fri, 5 Oct 2001 10:22:35 +0100
From: Feargal Reilly <feargal at thecia.ie>
Organization: The CIA
To: alesh at sportina.si
References: <3BBD59F5.4000802 at sportina.si>



Alesh Mustar  wrote:

AM> The problem still remaining is the problem around keyword saving:
AM> - when creating a new ticket, I set lets say priority 50 and select a 
AM> keyword.
AM> 
AM> The priority is saved, the keyword ain't.
AM> 
AM> Bug?
AM> 
AM> Can anyone else confirm this?

I can, and I think I can guess what it's doing wrong too.
I get the same thing, select a keyword, keyword isn't saved.
However, if I configure my keywords as 'Multiple children of'
and select *two* keywords, they are saved.
It fails only when there's a single keyword selected.

So there's probably a bad loop where RT is trying to build the list of keywords to add. Maybe Display.html line 84?

    # we need to get any KeywordSelect- fields into %create_args..
    grep { $_ =~ /^KeywordSelect-/ && {$create_args{$_} = $ARGS{$_}}} %ARGS;

-Feargal.

-- 
Feargal Reilly,
Systems Administrator,
The CIA.









From Rehan at nha.co.za  Fri Oct  5 05:43:05 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Fri, 5 Oct 2001 11:43:05 +0200 
Subject: [rt-users] Adding "on the fly" Cc's
Message-ID: <FD2EC577E876CA418D08460A64646FBDD2D840@titan.nha.co.za>

Hi everyone,

When commenting/replying, I sometimes want to add a once-off Cc to the
ticket, eg. to get approval from a manager, but I dont want to make him a
watcher for the ticket.  (sort of the same functionality as in RT1)

Has anyone added a Cc field to the Update.html form?  What other files would
need altering?

I appreciate you pointing me in the right direction.

Rehan van der Merwe



From hwagener at fcb-wilkens.com  Fri Oct  5 06:41:08 2001
From: hwagener at fcb-wilkens.com (Harald Wagener)
Date: Fri, 05 Oct 2001 12:41:08 +0200
Subject: [rt-users] RT E-Mail Functionality
References: <5.1.0.14.2.20011002082527.03b8bec0@staffmail.imsa.edu> <3BB9D61F.CCD3568@isg.de> <20011002163721.H53979@nixc.net>
Message-ID: <3BBD8E44.83D7178C@fcb-wilkens.com>

Darrin Walton wrote:
> 
>   |+ Is there any documentation finished which explains the E-Mail
>   |+ functionality in whole?
> 
> Have you setup your Scrips?  THe documentation explains this.
> 

A more verbose answer:

Initially, RT 2.0.x is configured to do nothing with a ticket but
log it in the database, from where all the info is fed into the database.
If You want to setup behavior as in RT 1.x, have a look at the list archives, this
topic comes up now and then. 

If You intent to do rather unusual things with email, You are encouraged to read
the documentation at http://www.helgrim.com/, have a look at the contrib directory
of the RT ftp server or poke around in the source code
(this is for very special things, but we needed it for turning on the autocreation
of accounts so that people can have a look at their tickets - not a big change,
and nothing like autogenerated passwords being mailed back (rather, a default
password).)

Regards,
Harald

-- 
Harald Wagener      |                                Systemadministrator 
FCB/Wilkens GmbH    |                              Tel.:+49-40-2881-1252 
An der Alster 42    |                              Fax.:+49-40-2881-1263 
20099 Hamburg       |                         http://www.fcb-wilkens.com



From larsen at appeal.se  Fri Oct  5 11:27:53 2001
From: larsen at appeal.se (Staffan Larsen)
Date: Fri, 05 Oct 2001 17:27:53 +0200
Subject: [rt-users] Attachements in correspondence
Message-ID: <3BBDD179.CD89E0C4@appeal.se>

How do I set up RT 2.0.7 to send attachments in correspondence? We often
reply to a ticket with an attachement of somekind (i.e testcase). This
attachment is not included in the email sent to the Requestor or to
other watchers. It is added to the database and I can see it in the
WebUI, however.

Is there some configuration I am missing, or do I have to rewrite the
templates?

Thanks,
/Staffan Larsen



From jesse at bestpractical.com  Fri Oct  5 11:45:08 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 5 Oct 2001 11:45:08 -0400
Subject: [rt-users] Attachements in correspondence
In-Reply-To: <3BBDD179.CD89E0C4@appeal.se>; from larsen@appeal.se on Fri, Oct 05, 2001 at 05:27:53PM +0200
References: <3BBDD179.CD89E0C4@appeal.se>
Message-ID: <20011005114508.X28860@pallas.fsck.com>

You'll need to rewrite RT::Action::Notify to do that.


On Fri, Oct 05, 2001 at 05:27:53PM +0200, Staffan Larsen wrote:
> How do I set up RT 2.0.7 to send attachments in correspondence? We often
> reply to a ticket with an attachement of somekind (i.e testcase). This
> attachment is not included in the email sent to the Requestor or to
> other watchers. It is added to the database and I can see it in the
> WebUI, however.
> 
> Is there some configuration I am missing, or do I have to rewrite the
> templates?
> 
> Thanks,
> /Staffan Larsen
> 
> _______________________________________________
> 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  Fri Oct  5 11:56:59 2001
From: jdeberry at townnews.com (John DeBerry)
Date: Fri, 5 Oct 2001 10:56:59 -0500
Subject: [rt-users] Comment email address
Message-ID: <JDEMKKMKMAAPCNHIBFLGCEKKCKAA.jdeberry@townnews.com>

Hello, everyone!

I have an interesting problem. I'm setting up our RT to handle emailed
comments, but I think I'm not doing something correctly. Here's the
situation:

In our config.pm file, we have this:

  $CorrespondAddress='requests\@ourdomain.com';
  $CommentAddress='rt-comment\@ourdomain.com';

In the main queue's configuration in RT, we have the comment email address
set to 'rt-comment at ourdomain.com'.

There is a ticket owned by person A. If person B adds a comment to it, RT
sends an email with the comment to A. However, the from (and reply-to)
address for the email is STILL 'requests at townnnews.com' - what we had it set
to before.

I've stopped and then started Apache since I made the config.pm changes...

Am I missing something? :)

John DeBerry




From bthauvin at dauphin-affichage.com  Fri Oct  5 12:09:22 2001
From: bthauvin at dauphin-affichage.com (THAUVIN Blaise (Informatique))
Date: Fri, 5 Oct 2001 18:09:22 +0200 
Subject: [rt-users] Does OnQueueChange break with 2.0.8?
Message-ID: <C6E6A723C42DD511B9D5009027C3933AD69D9F@messagerie.dauphin-affichage.com>

Hi all,
?
I was a happy user of both 2.0.6 and the contributed scrip condition
"OnQueueChange"
?
Yesterday, I upgraded to 2.0.8.
?
Bad news, OnQueueChange stopped working, and my sendmail logs show a strange
message. The "To" field is filled with somthing like "AdminCc of Hot Line
Ticket #750"
?
Is it possible that this addon is not compatible with 2.0.8?
Everything else is working as usual.
?
Thanks in advance.
?
Blaise

Blaise Thauvin
Charg? de mission
01 40 82 82 25
bthauvin at dauphin-affichage.com
www.dauphin-affichage.com
?

?
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011005/c2480124/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image002.jpg
Type: image/jpeg
Size: 3525 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011005/c2480124/attachment.jpg>

From feargal at thecia.ie  Fri Oct  5 12:59:59 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Fri, 5 Oct 2001 17:59:59 +0100
Subject: [rt-users] Comment email address
In-Reply-To: <JDEMKKMKMAAPCNHIBFLGCEKKCKAA.jdeberry@townnews.com>
References: <JDEMKKMKMAAPCNHIBFLGCEKKCKAA.jdeberry@townnews.com>
Message-ID: <20011005175959.6fedf126.feargal@thecia.ie>

How do you have yours scrips set up?
Is it, perchance,
OnComment NotifyOwner with Template blah

If so, try changing it to NotifyOwnerAsComment

"John DeBerry" <jdeberry at townnews.com> wrote:

JD> Hello, everyone!
JD> 
JD> I have an interesting problem. I'm setting up our RT to handle emailed
JD> comments, but I think I'm not doing something correctly. Here's the
JD> situation:
JD> 
JD> In our config.pm file, we have this:
JD> 
JD>   $CorrespondAddress='requests\@ourdomain.com';
JD>   $CommentAddress='rt-comment\@ourdomain.com';
JD> 
JD> In the main queue's configuration in RT, we have the comment email address
JD> set to 'rt-comment at ourdomain.com'.
JD> 
JD> There is a ticket owned by person A. If person B adds a comment to it, RT
JD> sends an email with the comment to A. However, the from (and reply-to)
JD> address for the email is STILL 'requests at townnnews.com' - what we had it set
JD> to before.
JD> 
JD> I've stopped and then started Apache since I made the config.pm changes...
JD> 
JD> Am I missing something? :)
JD> 
JD> John DeBerry
JD> 
JD> 
JD> _______________________________________________
JD> rt-users mailing list
JD> rt-users at lists.fsck.com
JD> http://lists.fsck.com/mailman/listinfo/rt-users
JD> 


-- 
Feargal Reilly,
Systems Administrator,
The CIA.




From +archive.rt-users at utdallas.edu  Fri Oct  5 14:51:15 2001
From: +archive.rt-users at utdallas.edu (+archive.rt-users at utdallas.edu)
Date: Fri, 05 Oct 2001 13:51:15 -0500
Subject: [rt-users] RT for Project Management
In-Reply-To: <20011002091010.B18397@sandia.gov> ("Jon Stearley"'s message of
 "Tue, 2 Oct 2001 09:10:10 -0600")
References: <200110020533.f925X2Q19841@nfsa.ecdev.fedex.com>
	<20011002014804.S28860@pallas.fsck.com>
	<20011002091010.B18397@sandia.gov>
Message-ID: <q6mitdtkjj0.fsf@spartacus.utdallas.edu>

>>>>> On Tue, 2 Oct 2001 09:10:10 -0600,
>>>>> Jon Stearley <jrstear at sandia.gov> (js) writes:

js> towards people using it faithfully.  i'd definately LOVE it if you'd
js> release a project frontend!  it'd be great to be able to tie tickets
js> and projects together via rt2's relationships mechanism.

I've been lurking on this list for a while.  We've got a pretty
urgent need for something to track "issues".  Really, they're
projects, but most of the project management tools I've come across
just don't strike me as being quite what we want.  The ability to
add messages to an issue in RT is really attractive.  I've been on
this list because RT seemed closest to what I'd like to see.  I
periodically dig through freshmeat.net and linas.org/linux/pm.html,
but still nothing else seems to grab my attention.

So, I too would be rather interested if these developments were
released in some form or another.  It just might be enough to get me
off of my butt and install RT.  ;-)

-- 
Amos




From sikora at inova.com.br  Fri Oct  5 15:05:14 2001
From: sikora at inova.com.br (Rodolfo Sikora)
Date: 5 Oct 2001 16:05:14 -0300
Subject: [rt-users] How to delete/purge tickets?
Message-ID: <20011005190521.21108.qmail@tequila.inova.com.br>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011005/e7c5a664/attachment.ksh>

From jdeberry at townnews.com  Fri Oct  5 15:05:49 2001
From: jdeberry at townnews.com (John DeBerry)
Date: Fri, 5 Oct 2001 14:05:49 -0500
Subject: [rt-users] Comment email address
In-Reply-To: <20011005175959.6fedf126.feargal@thecia.ie>
Message-ID: <JDEMKKMKMAAPCNHIBFLGIEKOCKAA.jdeberry@townnews.com>

That was it! I knew I was forgetting something. :)

Thank you very much!

John

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Feargal Reilly
> Sent: Friday, October 05, 2001 12:00 PM
> To: John DeBerry
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Comment email address
>
>
> How do you have yours scrips set up?
> Is it, perchance,
> OnComment NotifyOwner with Template blah
>
> If so, try changing it to NotifyOwnerAsComment
>
> "John DeBerry" <jdeberry at townnews.com> wrote:
>
> JD> Hello, everyone!
> JD>
> JD> I have an interesting problem. I'm setting up our RT to handle emailed
> JD> comments, but I think I'm not doing something correctly. Here's the
> JD> situation:
> JD>
> JD> In our config.pm file, we have this:
> JD>
> JD>   $CorrespondAddress='requests\@ourdomain.com';
> JD>   $CommentAddress='rt-comment\@ourdomain.com';
> JD>
> JD> In the main queue's configuration in RT, we have the comment
> email address
> JD> set to 'rt-comment at ourdomain.com'.
> JD>
> JD> There is a ticket owned by person A. If person B adds a
> comment to it, RT
> JD> sends an email with the comment to A. However, the from (and reply-to)
> JD> address for the email is STILL 'requests at townnnews.com' -
> what we had it set
> JD> to before.
> JD>
> JD> I've stopped and then started Apache since I made the
> config.pm changes...
> JD>
> JD> Am I missing something? :)
> JD>
> JD> John DeBerry
> JD>
> JD>
> JD> _______________________________________________
> JD> rt-users mailing list
> JD> rt-users at lists.fsck.com
> JD> http://lists.fsck.com/mailman/listinfo/rt-users
> JD>
>
>
> --
> Feargal Reilly,
> Systems Administrator,
> The CIA.
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From ratiner at vocalpoint.com  Fri Oct  5 15:13:31 2001
From: ratiner at vocalpoint.com (Ratiner, Ed)
Date: Fri, 5 Oct 2001 12:13:31 -0700
Subject: [rt-users] config.pm problem with rt2
Message-ID: <025A19B7D7AAEF4680179A41F0156474046CBF@vpsfexc01.Corp.Vocalpoint.com>

My setup:

RedHat 7.1 box (PC)
RT: version 2.0.7

my /etc/aliases:

rt-comment: |"/opt/rt2/bin/rt-mailgate --queue general --action comment"
rt: |"/opt/rt2/bin/rt-mailgate --queue general --action correspond"
rt-requests-comment: |"/opt/rt2/bin/rt-mailate --queue rt-requests
--action comment"
rt-requests: |"/opt/rt2/bin/rt-mailgate --queue rt-requests --action
correspond"


I installed all packages, no problems. Got the web interface working.

Now, working on the e-mail gateway, and I am having the following
problem:

When I try to e-mail to rt or rt-requests (two aliases), I get the
following e-mail (I e-mailed from the localhost to rt at localhost and to
rt-requests at localhost):

The original message was received at Sat, 6 Oct 2001 12:07:28 -0700
from root at localhost

   ----- The following addresses had permanent fatal errors -----
|"/opt/rt2/bin/rt-mailgate --queue general --action correspond"
    (reason: 2)
    (expanded from: <rt at localhost>)

   ----- 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 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 30.
BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 30.
554 5.3.0 unknown mailer error 2

I checked and the config.pm file *is* there, in /opt/rt2/etc.  I even
moved it to /opt/rt2/lib and to /usr/local/lib/perl5/5.6.1, but still no
luck. I've read ALL archives and tried a lot of suggestions, but nothing
worked for me yet.

What I also found out is that I cannot e-mail to the above aliases from
any other box either--that's why I decided to e-mail from localhost to
localhost to see if I can fix that one first.

How can I get it working? 

Thanks,
--Ed.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011005/f7538c15/attachment.htm>

From jdeberry at townnews.com  Fri Oct  5 15:30:35 2001
From: jdeberry at townnews.com (John DeBerry)
Date: Fri, 5 Oct 2001 14:30:35 -0500
Subject: [rt-users] config.pm problem with rt2
In-Reply-To: <025A19B7D7AAEF4680179A41F0156474046CBF@vpsfexc01.Corp.Vocalpoint.com>
Message-ID: <JDEMKKMKMAAPCNHIBFLGOEKPCKAA.jdeberry@townnews.com>

The ReadMe file has "| instead of |". Could that be the problem?

John DeBerry

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On
Behalf Of Ratiner, Ed
Sent: Friday, October 05, 2001 2:14 PM
To: rt-users at lists.fsck.com
Cc: Ratiner, Ed
Subject: [rt-users] config.pm problem with rt2


My setup:
RedHat 7.1 box (PC)
RT: version 2.0.7
my /etc/aliases:
rt-comment: |"/opt/rt2/bin/rt-mailgate --queue general --action comment"
rt: |"/opt/rt2/bin/rt-mailgate --queue general --action correspond"
rt-requests-comment: |"/opt/rt2/bin/rt-mailate --queue rt-requests --action
comment"
rt-requests: |"/opt/rt2/bin/rt-mailgate --queue rt-requests --action
correspond"


I installed all packages, no problems. Got the web interface working.
Now, working on the e-mail gateway, and I am having the following problem:
When I try to e-mail to rt or rt-requests (two aliases), I get the following
e-mail (I e-mailed from the localhost to rt at localhost and to
rt-requests at localhost):
The original message was received at Sat, 6 Oct 2001 12:07:28 -0700
from root at localhost
   ----- The following addresses had permanent fatal errors -----
|"/opt/rt2/bin/rt-mailgate --queue general --action correspond"
    (reason: 2)
    (expanded from: <rt at localhost>)
   ----- 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
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 30.
BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 30.
554 5.3.0 unknown mailer error 2
I checked and the config.pm file *is* there, in /opt/rt2/etc.  I even moved
it to /opt/rt2/lib and to /usr/local/lib/perl5/5.6.1, but still no luck.
I've read ALL archives and tried a lot of suggestions, but nothing worked
for me yet.
What I also found out is that I cannot e-mail to the above aliases from any
other box either--that's why I decided to e-mail from localhost to localhost
to see if I can fix that one first.
How can I get it working?
Thanks,
--Ed.




From jesse at bestpractical.com  Fri Oct  5 15:48:08 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 5 Oct 2001 15:48:08 -0400
Subject: [rt-users] Where to customize templates?
In-Reply-To: <3BBB75ED.4040706@wesmo.com>; from Rich.West@wesmo.com on Wed, Oct 03, 2001 at 04:32:45PM -0400
References: <002801c14566$96a597e0$0204080a@mdcl.com.cn> <001a01c14571$00b46d50$23558242@STEVE> <3BBB75ED.4040706@wesmo.com>
Message-ID: <20011005154808.A28860@pallas.fsck.com>

make fixdeps should install the FreezeThaw perl module for you.  it's not 
part of MLDBM.




On Wed, Oct 03, 2001 at 04:32:45PM -0400, Rich West wrote:
> I've finally taken the plunge and installed RT2. I went through the
> "sundry" of perl modules and got the CLI up and running without a problem.
> 
> I attacked the WebGUI and got that up and running with some ease.
> However, when I click on the queue to get a current listing of all items
> in the queue, I get a "Mason Error" stating that it cannot find
> "FreezeThaw.pm", and it shows the current @INC.
> 
> After some investigation, it's obvious why it isn't finding it... the
> default MLDBM installation goes into /usr/lib/perl/site_perl/5.6.1/MLDBM
> which isn't in the @INC.
> 
> So, this is going to sound stupid, but I figure I will ask anyhow.. How
> can I correct this problem? I've re-installed MLDBM, but the default
> installation is the same. Is there a way to tell RT exactly where to
> find FreezeThaw.pm?
> 
> Thanks!
> -Rich
> 
> 
> _______________________________________________
> 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 ccoy at ssww.com  Fri Oct  5 16:07:26 2001
From: ccoy at ssww.com (Carrie Coy)
Date: Fri, 05 Oct 2001 16:07:26 -0400
Subject: [rt-users] Check directory permissions /Webmux.pl
Message-ID: <3BBE12FE.8BD91C11@ssww.com>

Pls help me understand what might be wrong.  In my logs, the following
message appears:

[Fri Oct  5 15:25:52 2001] [error] 2 RT Couldn't write to session
directory '/us
r/local/rt2/WebRT/sessiondata'. Check that this directory's permissions
are corr
ect. at /usr/local/rt2/bin/webmux.pl line 162.

But, trying to get around this problem, I've temporarily loosened
everything up:

drwxrwxrwx   2 nobody   nobody       4096 Oct  5 15:42 sessiondata/

I see the following files in sessiondata/

-rw-rw-rw-   1 nobody   nobody          0 Oct  5 15:48
9ad21db448fc15ddc6cbd4440
a0c6f30
-rw-rw-rw-   1 nobody   nobody          0 Oct  5 15:48
Apache-Session-9ad21db448
fc15ddc6cbd4440a0c6f30.lock
-rw-rw-rw-   1 nobody   nobody         56 Oct  5 15:48
d0921072c91bc57498403e6f7
8489e2e

The last file contains:
^E^D^C^@^@^@^A
 d0921072c91bc57498403e6f78489e2e^@^@^@^K_session_id


I've put debugging stmts in webmux.pl and know that I'm failing where
indicated below:

eval {
        tie %HTML::Mason::Commands::session, 'Apache::Session::File',
          ( $cookies{'AF_SID'} ? $cookies{'AF_SID'}->value() : undef ),
            { Directory => $RT::MasonSessionDir,
              LockDirectory => $RT::MasonSessionDir,
            }   ;
    };
### ----> I don't get into this if stmt  ($@ is empty)
    if ( $@ ) {


Passed "make testdeps".  Recompiled my mod_perl to be static. So what
can I look for to fix this?  I'm eager to provide any missing details if
anyone's interested.
--
Carrie Coy






From jay at mojomole.com  Fri Oct  5 16:22:24 2001
From: jay at mojomole.com (Jay Kramer)
Date: Fri, 5 Oct 2001 15:22:24 -0500
Subject: [rt-users] Check directory permissions /Webmux.pl
References: <3BBE12FE.8BD91C11@ssww.com>
Message-ID: <000601c14ddb$8286e660$cd01a8c0@datatechnique.com>

The user nobody (that your webserver runs as) cannot write to the
sessiondata directory, as you have noted... you can manually fix this by
doing "adduser nobody rt" (add the user nobody to the group rt)..  and then
changing the permissions back to what they were before you set them 777 on
the sessiondata directory..  (replace rt with your installations rt
groupname if needed)

Jay


> Pls help me understand what might be wrong.  In my logs, the following
> message appears:
>
> [Fri Oct  5 15:25:52 2001] [error] 2 RT Couldn't write to session
> directory '/us
> r/local/rt2/WebRT/sessiondata'. Check that this directory's permissions
> are corr
> ect. at /usr/local/rt2/bin/webmux.pl line 162.
>
> But, trying to get around this problem, I've temporarily loosened
> everything up:
>
> drwxrwxrwx   2 nobody   nobody       4096 Oct  5 15:42 sessiondata/
>
> I see the following files in sessiondata/
>
> -rw-rw-rw-   1 nobody   nobody          0 Oct  5 15:48
> 9ad21db448fc15ddc6cbd4440
> a0c6f30
> -rw-rw-rw-   1 nobody   nobody          0 Oct  5 15:48
> Apache-Session-9ad21db448
> fc15ddc6cbd4440a0c6f30.lock
> -rw-rw-rw-   1 nobody   nobody         56 Oct  5 15:48
> d0921072c91bc57498403e6f7
> 8489e2e
>
> The last file contains:
> ^E^D^C^@^@^@^A
>  d0921072c91bc57498403e6f78489e2e^@^@^@^K_session_id
>
>
> I've put debugging stmts in webmux.pl and know that I'm failing where
> indicated below:
>
> eval {
>         tie %HTML::Mason::Commands::session, 'Apache::Session::File',
>           ( $cookies{'AF_SID'} ? $cookies{'AF_SID'}->value() : undef ),
>             { Directory => $RT::MasonSessionDir,
>               LockDirectory => $RT::MasonSessionDir,
>             }   ;
>     };
> ### ----> I don't get into this if stmt  ($@ is empty)
>     if ( $@ ) {
>
>
> Passed "make testdeps".  Recompiled my mod_perl to be static. So what
> can I look for to fix this?  I'm eager to provide any missing details if
> anyone's interested.
> --
> Carrie Coy
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From feargal at thecia.ie  Fri Oct  5 18:01:19 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Fri, 5 Oct 2001 23:01:19 +0100
Subject: [rt-users] Check directory permissions /Webmux.pl
In-Reply-To: <3BBE12FE.8BD91C11@ssww.com>
References: <3BBE12FE.8BD91C11@ssww.com>
Message-ID: <20011005230119.39322bb5.feargal@thecia.ie>

Check the values for WEB_USER and WEB_GROUP in your Makefile, they should be nobody,
then run 
# make fixperms

-Feargal.


Carrie Coy <ccoy at ssww.com> wrote:

CC> Pls help me understand what might be wrong.  In my logs, the following
CC> message appears:
CC> 
CC> [Fri Oct  5 15:25:52 2001] [error] 2 RT Couldn't write to session
CC> directory '/us
CC> r/local/rt2/WebRT/sessiondata'. Check that this directory's permissions
CC> are corr
CC> ect. at /usr/local/rt2/bin/webmux.pl line 162.
CC> 
CC> But, trying to get around this problem, I've temporarily loosened
CC> everything up:
CC> 
CC> drwxrwxrwx   2 nobody   nobody       4096 Oct  5 15:42 sessiondata/
CC> 
CC> I see the following files in sessiondata/
CC> 
CC> -rw-rw-rw-   1 nobody   nobody          0 Oct  5 15:48
CC> 9ad21db448fc15ddc6cbd4440
CC> a0c6f30
CC> -rw-rw-rw-   1 nobody   nobody          0 Oct  5 15:48
CC> Apache-Session-9ad21db448
CC> fc15ddc6cbd4440a0c6f30.lock
CC> -rw-rw-rw-   1 nobody   nobody         56 Oct  5 15:48
CC> d0921072c91bc57498403e6f7
CC> 8489e2e
CC> 
CC> The last file contains:
CC> ^E^D^C^@^@^@^A
CC>  d0921072c91bc57498403e6f78489e2e^@^@^@^K_session_id
CC> 
CC> 
CC> I've put debugging stmts in webmux.pl and know that I'm failing where
CC> indicated below:
CC> 
CC> eval {
CC>         tie %HTML::Mason::Commands::session, 'Apache::Session::File',
CC>           ( $cookies{'AF_SID'} ? $cookies{'AF_SID'}->value() : undef ),
CC>             { Directory => $RT::MasonSessionDir,
CC>               LockDirectory => $RT::MasonSessionDir,
CC>             }   ;
CC>     };
CC> ### ----> I don't get into this if stmt  ($@ is empty)
CC>     if ( $@ ) {
CC> 
CC> 
CC> Passed "make testdeps".  Recompiled my mod_perl to be static. So what
CC> can I look for to fix this?  I'm eager to provide any missing details if
CC> anyone's interested.
CC> --
CC> Carrie Coy
CC> 
CC> 
CC> 
CC> 
CC> _______________________________________________
CC> rt-users mailing list
CC> rt-users at lists.fsck.com
CC> http://lists.fsck.com/mailman/listinfo/rt-users
CC> 


-- 
Feargal Reilly.

-----BEGIN GEEK CODE BLOCK-----
Version: 3.12
GU d- s+: a-- C++ UB+++ P--- L- E--- W++ N o-- K w
O M V- PS+ PE- Y+ PGP t 5++ X+ R tv b+++ DI+ D+
G+ e* h r++ y++
------END GEEK CODE BLOCK-----

-----END PGP PUBLIC KEY BLOCK-----



From shearsey at phys.washington.edu  Fri Oct  5 20:00:03 2001
From: shearsey at phys.washington.edu (Simon Hearsey)
Date: Fri, 05 Oct 2001 17:00:03 -0700
Subject: [rt-users] $DBI::Version error
Message-ID: <3BBE4983.7AD19263@phys.washington.edu>

Hello,
I have setup my rt server on Linux 7.0 with MySQL.  I have done all the
installation per the docs and have tested my DB.  I get the following
error when I try to start my apache web server...

root at mini rt-2-0-7]# /usr/local/apache/bin/apachectl start
Syntax error on line 973 of /usr/local/apache/conf/httpd.conf:
DBI object version 1.20 does not match $DBI::VERSION 0.93 at
/usr/lib/perl5/5.6.0/i386-linux/DynaLoader.pm line 219.
Compilation failed in require at (eval 3) line 3.

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


These are the results of my make testdeps just in case it helps...

[root at mini rt-2-0-7]# make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.40 ...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

Any help would be greatly appreciated.

Thanks,
Simon Hearsey
Univ. of Washington Physics





From jesse at bestpractical.com  Sat Oct  6 02:24:58 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 6 Oct 2001 02:24:58 -0400
Subject: [rt-users] Re: [rt-devel] [rt-announce] RT 2.0.8
In-Reply-To: <3BBC5B0D.20500@sportina.si>; from alesh@sportina.si on Thu, Oct 04, 2001 at 02:50:21PM +0200
References: <20011004024610.V28860@pallas.fsck.com> <3BBC57A4.90205@sportina.si> <3BBC5B0D.20500@sportina.si>
Message-ID: <20011006022458.A1623@pallas.fsck.com>

Does it work better with this patch against Ticket.pm?

348c368,371
< 	my @keywords = @{$args{$key}};
---
> 	my @keywords = ref($args{$key}) eq 'ARRAY' ?
> 	      @{$args{$key}} : ($args{$key});


(Line numbers are off. the patch is my current development sources vs what's in
CVS, but the routine is in Ticket::Create.)

On Thu, Oct 04, 2001 at 02:50:21PM +0200, Alesh Mustar wrote:
> Ignore my stupidy please, I didn't manage to see the Show Details link :-)
> 
> Tho, I found that if i set a keywoard for the ticket and change Priority for
> example from 10 to something else, RT doesn't save it.
> It only saves:
> 
>   * Ticket 465 created in queue 'Sportina'.                                    
>   * TimeWorked: TimeWorked changed from 0 to by alesh                          
>   * TimeLeft: TimeLeft changed from 0 to by alesh                              
>                                                                                
>                                                                                
> 
> Jesse?
> 
> A.
> 
> Alesh Mustar wrote:
> 
>     * Ticket creation now has a "more detail" section
>    
>    
>     Am I missing something or did I do something wrong, but the Create New
>     Ticket is the same as in 2.07 on my machine.
>    
>     I checked the files, cleaned the sessiondata dir, yes i did stop, start
>     apache (didn't use restart).
>    
>     Wtf can still be wrong? Something obscure?
>    
>     I attached Create.html from Tickets dir.
>    
>     Jesse, anyone else?
>    
>     Thank you in advance,
>     A.
>    
>         -------------------------------------------------------------------   
>    
>     %# $Header: /raid/cvsroot/rt/webrt/Ticket/Attic/Create.html,v 1.1.2.16 2001
>     /09/19 20:49:26 jesse Exp $ %# Copyright 1996-2000 Jesse Vincent <& /
>     Elements/Header, Title => "Create a new ticket" &> <& /Elements/Tabs,
>     current_toptab => "Ticket/Create.html" &> <& /Elements/TitleBoxStart,
>     contentbg => "#cccccc", title => "Create a new ticket"&>
>    
>                                     <& /Elements/           <& /Elements/      
>                 <%                  SelectStatus,           SelectOwner, Name  
>     Queue       $QueueObj-> Status: Name =>          Owner: => "ValueOfOwner", 
>                 Name %>             "Status",               QueueObj =>        
>                                     Default=> 'new'         $QueueObj &>       
>                                     &>                                         
>     Requestors: [<%$session{CurrentUser}->EmailAddress%> ]                     
>     Cc:         [                                        ]                     
>     Admin Cc:   [                                        ]                     
>     Subject:    [                                                            ] 
>     Attach      [                    ]                                         
>     file:                                                                      
>     Describe the issue below:                                                  
>     <& /Elements/MessageBox, QuoteTransaction => $QuoteTransaction &>          
>                                                                                
>    
>     <& /Elements/TitleBoxEnd &>
>                                                                [ Show details ]
>     <& /Elements/Submit, Label => "Create ticket"&>
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>    
>                                                                [ Hide details ]
>    
>     <& /Elements/TitleBoxStart, title => 'The      <& /Elements/TitleBoxStart,    
>     Basics', title_class=> 'inverse', color => "#  title => "Dates", title_class=>
>     993333" &>                                     'inverse', color => "#663366"  
>                                                    &>                             
>            Priority: [<%$]                                                        
>      Final Priority: [<%$]                         Starts: [          ]           
>         Time Worked: [   ]                            Due: [          ]           
>           Time Left: [   ]                                                        
>                                                    <& /Elements/TitleBoxEnd &>    
>     <& /Elements/TitleBoxEnd &>                    <& /Elements/TitleBoxStart,    
>                                                    title => 'Relationships',      
>     <& /Elements/TitleBoxStart, title_class=>      title_class=> 'inverse',       
>     'inverse', title => "Keyword Selections",      titleright => '', color=> "#   
>     color => "#993300" &>                          336633" &> (Enter ticket ids or
>                                                    URLs, seperated with spaces)   
>     % while ( my                                                                  
>     $KeywordSelect =                                   Depends on [          ]    
>     $KeywordSelects->                              Depended on by [          ]    
>     Next ) { % my                                         Parents [          ]    
>     $Descendents =                                       Children [          ]    
>     $KeywordSelect->                                    Refers to [          ]    
>     KeywordObj->                                   Referred to by [          ]    
>     Descendents;                                                                  
>                    <%                              <& /Elements/TitleBoxEnd &>    
>      $KeywordSelect-> [(empty)                   ] <& /Elements/Submit, Label =>  
>               Name %>                              "Create ticket"&>              
>     % }                                                                           
>                                                                                   
>     <& /Elements/TitleBoxEnd &>                                                   
>    
>     <%INIT> my $QueueObj = new RT::Queue($session{'CurrentUser'}); $QueueObj->
>     Load($Queue) || Abort("Queue could not be loaded."); my $KeywordSelects =
>     $QueueObj->KeywordSelects;



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



From jesse at bestpractical.com  Sat Oct  6 02:26:25 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 6 Oct 2001 02:26:25 -0400
Subject: [rt-users] $DBI::Version error
In-Reply-To: <3BBE4983.7AD19263@phys.washington.edu>; from shearsey@phys.washington.edu on Fri, Oct 05, 2001 at 05:00:03PM -0700
References: <3BBE4983.7AD19263@phys.washington.edu>
Message-ID: <20011006022625.B1623@pallas.fsck.com>

I suspect this isn't RT related, but is actually jsut that you've got 
two conflicting versions of DBI installed. try reinstalling DBI with UNINST=1


On Fri, Oct 05, 2001 at 05:00:03PM -0700, Simon Hearsey wrote:
> Hello,
> I have setup my rt server on Linux 7.0 with MySQL.  I have done all the
> installation per the docs and have tested my DB.  I get the following
> error when I try to start my apache web server...
> 
> root at mini rt-2-0-7]# /usr/local/apache/bin/apachectl start
> Syntax error on line 973 of /usr/local/apache/conf/httpd.conf:
> DBI object version 1.20 does not match $DBI::VERSION 0.93 at
> /usr/lib/perl5/5.6.0/i386-linux/DynaLoader.pm line 219.
> Compilation failed in require at (eval 3) line 3.
> 
> /usr/local/apache/bin/apachectl start: httpd could not be started
> 
> 
> These are the results of my make testdeps just in case it helps...
> 
> [root at mini rt-2-0-7]# make testdeps
> /usr/bin/perl ./tools/testdeps -warn mysql
> Checking for DBI 1.18 ...found
> Checking for DBIx::DataSource 0.02 ...found
> Checking for DBIx::SearchBuilder 0.40 ...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
> 
> Any help would be greatly appreciated.
> 
> Thanks,
> Simon Hearsey
> Univ. of Washington Physics
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From alesh at sportina.si  Mon Oct  8 03:12:52 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Mon, 08 Oct 2001 09:12:52 +0200
Subject: [rt-users] Re: [rt-devel] [rt-announce] RT 2.0.8
References: <20011004024610.V28860@pallas.fsck.com> <3BBC57A4.90205@sportina.si> <3BBC5B0D.20500@sportina.si> <20011006022458.A1623@pallas.fsck.com>
Message-ID: <3BC151F4.7040008@sportina.si>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011008/8b46c3d0/attachment.htm>

From sjoerd at nl.demon.net  Mon Oct  8 04:35:58 2001
From: sjoerd at nl.demon.net (Sjoerd Oostdijck)
Date: Mon, 8 Oct 2001 10:35:58 +0200
Subject: [rt-users] Making RT send reminders
Message-ID: <0110081035580K.23233@lord.www.nl.demon.net>

Isn't there anyone who can give me some pointers on how to make RT 
(2-0-5_03) send reminders to ticket owners after a set period of time 
(perhaps even on a per queue basis)? I'm still trying to figure this out 
but to no avail.

Thanks in advance,
-- 
Sjoerd 



From Torsten.Fellhauer at ixpoint.de  Mon Oct  8 05:57:21 2001
From: Torsten.Fellhauer at ixpoint.de (Torsten Fellhauer)
Date: Mon, 08 Oct 2001 11:57:21 +0200
Subject: [rt-users] Templates-Documentation
Message-ID: <3BC17881.B6B2AC7E@ixpoint.de>

Hi,

can anybody tell me, where I can find a list of all available functions
to be used in template definitions.

Thank you
  T.Fellhauer

--
_________________________________________________

  Dipl.-Inform.(FH) Torsten Fellhauer
  iXpoint Informationssysteme GmbH
  Daimlerstrasse 3
  76275 Ettlingen, Germany
  Phone: +49 7243 3775-0, Fax: +49 7243 3775-77
  Email: Torsten.Fellhauer at ixpoint.de
  WWW:   http://www.ixpoint.de
_________________________________________________





From jesse at bestpractical.com  Mon Oct  8 08:40:55 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 8 Oct 2001 08:40:55 -0400
Subject: [rt-users] Re: [rt-devel] [rt-announce] RT 2.0.8
In-Reply-To: <3BC151F4.7040008@sportina.si>; from alesh@sportina.si on Mon, Oct 08, 2001 at 09:12:52AM +0200
References: <20011004024610.V28860@pallas.fsck.com> <3BBC57A4.90205@sportina.si> <3BBC5B0D.20500@sportina.si> <20011006022458.A1623@pallas.fsck.com> <3BC151F4.7040008@sportina.si>
Message-ID: <20011008084055.E1623@pallas.fsck.com>

Excellent. it'll be in 2.0.9, along with a couple of goodies ;)


On Mon, Oct 08, 2001 at 09:12:52AM +0200, Alesh Mustar wrote:
> Yup, works like a charm.
> 
> Thanks,
> A.
> 
> Jesse Vincent wrote:
> 
>     Does it work better with this patch against Ticket.pm?
>     
>     348c368,371
>     <   my @keywords = @{$args{$key}};
>     ---
>    
>                 my @keywords = ref($args{$key}) eq 'ARRAY' ?
>                       @{$args{$key}} : ($args{$key});
>    
>     
>     
>     (Line numbers are off. the patch is my current development sources vs what's in
>     CVS, but the routine is in Ticket::Create.)
>     
>     On Thu, Oct 04, 2001 at 02:50:21PM +0200, Alesh Mustar wrote:
>    
>         Ignore my stupidy please, I didn't manage to see the Show Details link :-)
>         
>         Tho, I found that if i set a keywoard for the ticket and change Priority for
>         example from 10 to something else, RT doesn't save it.
>         It only saves:
>         
>           * Ticket 465 created in queue 'Sportina'.                                    
>           * TimeWorked: TimeWorked changed from 0 to by alesh                          
>           * TimeLeft: TimeLeft changed from 0 to by alesh                              
>                                                                                        
>                                                                                        
>         
>         Jesse?
>         
>         A.
>         
>         Alesh Mustar wrote:
>         
>             * Ticket creation now has a "more detail" section
>            
>            
>             Am I missing something or did I do something wrong, but the Create New
>             Ticket is the same as in 2.07 on my machine.
>            
>             I checked the files, cleaned the sessiondata di
>         r, yes i did stop, start
>             apache (didn't use restart).
>            
>             Wtf can still be wrong? Something obscure?
>            
>             I attached Create.html from Tickets dir.
>            
>             Jesse, anyone else?
>            
>             Thank you in advance,
>             A.
>            
>                 -------------------------------------------------------------------   
>            
>             %# $Header: /raid/cvsroot/rt/webrt/Ticket/Attic/Create.html,v 1.1.2.16 2001
>             /09/19 20:49:26 jesse Exp $ %# Copyright 1996-2000 Jesse Vincent <& /
>             Elements/Header, Title => "Create a new ticket" &> <& /Elements/Tabs,
>             current_toptab => "Ticket/Create.html" &> <& /Elements/TitleBoxStart,
>             contentbg => "#cccccc", title => "Create a new ticket"&>
>            
>                                             <& /Elements/           <& /Elements/      
>                         <%                  SelectStatus,           SelectOwner, Name  
>             Queue       
>         $QueueObj-> Status: Name =>          Owner: => "ValueOfOwner", 
>                         Name %>             "Status",               QueueObj =>        
>                                             Default=> 'new'         $QueueObj &>       
>                                             &>                                         
>             Requestors: [<%$session{CurrentUser}->EmailAddress%> ]                     
>             Cc:         [                                        ]                     
>             Admin Cc:   [                                        ]                     
>             Subject:    [                                                            ] 
>             Attach      [                    ]                                         
>             file:                                                                      
>             Describe the issue below:                                                  
>             <& /Elements/MessageBox, QuoteTransaction
>          => $QuoteTransaction &>          
>                                                                                        
>            
>             <& /Elements/TitleBoxEnd &>
>                                                                        [ Show details ]
>             <& /Elements/Submit, Label => "Create ticket"&>
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>            
>                                                                        [ Hide details ]
>            
>             <& /Elements/TitleBoxStart, title => 'The      <& /Elements/TitleBoxStart,    
>             Basics', title_class=> 'inverse', color => "#  title => "Dates",
>          title_class=>
>             993333" &>                                     'inverse', color => "#663366"  
>                                                            &>                             
>                    Priority: [<%$]                                                        
>              Final Priority: [<%$]                         Starts: [          ]           
>                 Time Worked: [   ]                            Due: [          ]           
>                   Time Left: [   ]                                                        
>                                                            <& /Elements/TitleBoxEnd &>    
>             <& /Elements/TitleBoxEnd &>                    <& /Elements/TitleBoxStart,    
>                                                            title => 'Relationships',      
>             <& /Elements/TitleBoxStart, title_class=>      title_class=> 'inverse',       
>             'inverse', title => "Keyword
>          Selections",      titleright => '', color=> "#   
>             color => "#993300" &>                          336633" &> (Enter ticket ids or
>                                                            URLs, seperated with spaces)   
>             % while ( my                                                                  
>             $KeywordSelect =                                   Depends on [          ]    
>             $KeywordSelects->                              Depended on by [          ]    
>             Next ) { % my                                         Parents [          ]    
>             $Descendents =                                       Children [          ]    
>             $KeywordSelect->                                    Refers to [          ]    
>             KeywordObj->                                   Referred to by [          ]    
>             Descendents;                                                                  
>                            <%                    
>                   <& /Elements/TitleBoxEnd &>    
>              $KeywordSelect-> [(empty)                   ] <& /Elements/Submit, Label =>  
>                       Name %>                              "Create ticket"&>              
>             % }                                                                           
>                                                                                           
>             <& /Elements/TitleBoxEnd &>                                                   
>            
>             <%INIT> my $QueueObj = new RT::Queue($session{'CurrentUser'}); $QueueObj->
>             Load($Queue) || Abort("Queue could not be loaded."); my $KeywordSelects =
>             $QueueObj->KeywordSelects;
>    
>     
>     
>     
> 
> 
> _______________________________________________ rt-users mailing list
> rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users

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



From Rich.West at wesmo.com  Mon Oct  8 11:23:41 2001
From: Rich.West at wesmo.com (Rich West)
Date: Mon, 08 Oct 2001 11:23:41 -0400
Subject: [rt-users] Integrating RT 2.x into an existing Virtual Host
Message-ID: <3BC1C4FD.4060609@wesmo.com>

Not sure if anyone has tackled this one, but there was some resistance 
here to use yet another host name for an administrative web site here. 
 So, I managed to integrate the RT2.x installation into our current 
administrative server by making some modifications to the current 
Virtual Host installation, and I thought I would pass the configuration on.

Essentially, you have to specifiy Location directives for each of the 
possible URL requests for RT2.

My resulting Virtual Hosts directive now includes:

PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/rt2/bin/webmux.pl
Alias /rt2/ /usr/rt2/WebRT/html/
<Location /rt2/>
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
Alias /Ticket/ /usr/rt2/WebRT/html/Ticket/
<Location /Ticket/>
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
Alias /Admin/ /usr/rt2/WebRT/html/Admin/
<Location /Admin/>
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
Alias /Elements/ /usr/rt2/WebRT/html/Elements/
<Location /Elements/>
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
Alias /NoAuth/ /usr/rt2/WebRT/html/NoAuth/
<Location /NoAuth/>
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
Alias /Search/ /usr/rt2/WebRT/html/Search/
<Location /Search/>
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
Alias /SelfService/ /usr/rt2/WebRT/html/SelfService/
<Location /SelfService/>
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
Alias /User/ /usr/rt2/WebRT/html/User/
<Location /User/>
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>

And everything just works if you go to 
http://virtualhost.mydomain.com/rt2/.  :)

-Rich

 
--
Richard West                       mailto:rwest at wesmo.com        Got TV?
Wesmo Computer Services            http://www.wesmo.com          Get your .TV!
Full Domain Registration Services
For As Little As $14.95/yr!       .BIZ & .INFO Registrations Available NOW!





From staffan.larsen at appeal.se  Fri Oct  5 11:21:56 2001
From: staffan.larsen at appeal.se (Staffan Larsen)
Date: Fri, 05 Oct 2001 17:21:56 +0200
Subject: [rt-users] Attachements in correspondence
Message-ID: <3BBDD014.FB2A8B85@appeal.se>

How do I set up RT 2.0.7 to send attachments in correspondence? We often
reply to a ticket with an attachement of somekind (i.e testcase). This
attachment is not included in the email sent to the Requestor or to
other watchers. It is added to the database and I can see it in the
WebUI, however.

Is there some configuration I am missing, or do I have to rewrite the
templates?

Thanks,
/Staffan Larsen



From bspage at eos.ncsu.edu  Mon Oct  8 10:48:54 2001
From: bspage at eos.ncsu.edu (Bryan Shawn Page)
Date: Mon, 08 Oct 2001 10:48:54 -0400
Subject: [rt-users] Error on loading login page
Message-ID: <3BC1BCD6.6643E2B7@eos.ncsu.edu>

The following error box is appearing when attempting to access the WebRT
2.0.7 login page:

	The document contained no data.
	Try again later, or contact the server's administrator.


Along with the following in the apache error log:

[Mon Oct  8 10:28:45 2001] [notice] child pid 26820 exit signal
Segmentation fault (11)


Does this sound like a problem caused by improper setup of RT?


-- 
				-Shawn Page
				bspage at unity.ncsu.edu



From Rich.West at divatv.com  Mon Oct  8 11:08:21 2001
From: Rich.West at divatv.com (Rich West)
Date: Mon, 08 Oct 2001 11:08:21 -0400
Subject: [rt-users] RT 2.0.8 - Odd Mason Error?
Message-ID: <3BC1C165.30005@divatv.com>

I've finally taken the plunge and installed RT2. I went through the
"sundry" of perl modules and got the CLI up and running without a problem.

I attacked the WebGUI and got that up and running with some ease.
However, when I click on the queue to get a current listing of all items
in the queue, I get a "Mason Error" stating that it cannot find
"FreezeThaw.pm", and it shows the current @INC.

After some investigation, it's obvious why it isn't finding it... the
default MLDBM installation goes into /usr/lib/perl/site_perl/5.6.1/MLDBM
which isn't in the @INC.

So, this is going to sound stupid, but I figure I will ask anyhow.. How
can I correct this problem? I've re-installed MLDBM, but the default
installation is the same. Is there a way to tell RT exactly where to
find FreezeThaw.pm?  And this seems to happen ONLY with RT2.x...

Thanks!
-Rich

--
Richard West				mailto:richard.west at divatv.com
Sr. Systems Administrator
Diva - Princeton, NJ			http://www.divatv.com





From jesse at bestpractical.com  Mon Oct  8 11:38:03 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 8 Oct 2001 11:38:03 -0400
Subject: [rt-users] RT 2.0.8 - Odd Mason Error?
In-Reply-To: <3BC1C165.30005@divatv.com>; from Rich.West@divatv.com on Mon, Oct 08, 2001 at 11:08:21AM -0400
References: <3BC1C165.30005@divatv.com>
Message-ID: <20011008113803.H1623@pallas.fsck.com>

So, that really sounds like you haven't installed the FreezeThaw module.
Which is different from MLDBM::FreezeThaw.

	perl -MCPAN -e'install FreezeThaw'






On Mon, Oct 08, 2001 at 11:08:21AM -0400, Rich West wrote:
> I've finally taken the plunge and installed RT2. I went through the
> "sundry" of perl modules and got the CLI up and running without a problem.
> 
> I attacked the WebGUI and got that up and running with some ease.
> However, when I click on the queue to get a current listing of all items
> in the queue, I get a "Mason Error" stating that it cannot find
> "FreezeThaw.pm", and it shows the current @INC.
> 
> After some investigation, it's obvious why it isn't finding it... the
> default MLDBM installation goes into /usr/lib/perl/site_perl/5.6.1/MLDBM
> which isn't in the @INC.
> 
> So, this is going to sound stupid, but I figure I will ask anyhow.. How
> can I correct this problem? I've re-installed MLDBM, but the default
> installation is the same. Is there a way to tell RT exactly where to
> find FreezeThaw.pm?  And this seems to happen ONLY with RT2.x...
> 
> Thanks!
> -Rich
> 
> --
> Richard West				mailto:richard.west at divatv.com
> Sr. Systems Administrator
> Diva - Princeton, NJ			http://www.divatv.com
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From Rich.West at wesmo.com  Mon Oct  8 11:38:14 2001
From: Rich.West at wesmo.com (Rich West)
Date: Mon, 08 Oct 2001 11:38:14 -0400
Subject: [rt-users] RT 2.0.8 - Odd Mason Error?
References: <3BC1C165.30005@divatv.com>
Message-ID: <3BC1C866.8040601@wesmo.com>

Duh.. nevermind.  Didn't even think to try tools/testdeps -fix mysql.. :)

That cleared up the problem. ;)

-Rich


Rich West wrote:

> I've finally taken the plunge and installed RT2. I went through the
> "sundry" of perl modules and got the CLI up and running without a 
> problem.
>
> I attacked the WebGUI and got that up and running with some ease.
> However, when I click on the queue to get a current listing of all items
> in the queue, I get a "Mason Error" stating that it cannot find
> "FreezeThaw.pm", and it shows the current @INC.
>
> After some investigation, it's obvious why it isn't finding it... the
> default MLDBM installation goes into /usr/lib/perl/site_perl/5.6.1/MLDBM
> which isn't in the @INC.
>
> So, this is going to sound stupid, but I figure I will ask anyhow.. How
> can I correct this problem? I've re-installed MLDBM, but the default
> installation is the same. Is there a way to tell RT exactly where to
> find FreezeThaw.pm?  And this seems to happen ONLY with RT2.x...
>
> Thanks!
> -Rich 






From martin at schapendonk.org  Mon Oct  8 11:41:20 2001
From: martin at schapendonk.org (Martin Schapendonk)
Date: Mon, 8 Oct 2001 17:41:20 +0200 (CEST)
Subject: [rt-users] Integrating RT 2.x into an existing Virtual Host
In-Reply-To: <3BC1C4FD.4060609@wesmo.com>
Message-ID: <Pine.LNX.4.33.0110081730270.619-100000@kubstu2.kub.nl>

On Mon, 8 Oct 2001, Rich West wrote:
# And everything just works if you go to
# http://virtualhost.mydomain.com/rt2/.  :)

Every part of RT should be under /rt2/, so it should be /rt2/Ticket/ and
not /Ticket/. That way, you would only need one Location directive with
a SetHandler/PerlHandler statement.

The whole story makes me think you missed the $WebPath setting in
config.pm. If you missed that setting (and left it blank), RT links to
your server root ("/") and causes the problems you describe. You just
solved the symptoms with an extraordinary Apache config, but the real
problem lies in your RT configuration.

Take a look at the documentation on
http://www.helgrim.com/rtdocs/installation.html#27
Paragraph 7.2.1 describes the situation where RT lives with other
content on a single webserver.

Martin

-- 
  Martin Schapendonk, martin at schapendonk.org, Phone: +31 (0)6 55770237
  Student Information Systems and Management at Tilburg University





From Rich.West at wesmo.com  Mon Oct  8 11:43:16 2001
From: Rich.West at wesmo.com (Rich West)
Date: Mon, 08 Oct 2001 11:43:16 -0400
Subject: [rt-users] Integrating RT 2.x into an existing Virtual Host
References: <Pine.LNX.4.33.0110081730270.619-100000@kubstu2.kub.nl>
Message-ID: <3BC1C994.7070109@wesmo.com>

:)  Found it... Jesse pointed out my oversight right away.. :)

-Rich


Martin Schapendonk wrote:

>On Mon, 8 Oct 2001, Rich West wrote:
># And everything just works if you go to
># http://virtualhost.mydomain.com/rt2/.  :)
>
>Every part of RT should be under /rt2/, so it should be /rt2/Ticket/ and
>not /Ticket/. That way, you would only need one Location directive with
>a SetHandler/PerlHandler statement.
>
>The whole story makes me think you missed the $WebPath setting in
>config.pm. If you missed that setting (and left it blank), RT links to
>your server root ("/") and causes the problems you describe. You just
>solved the symptoms with an extraordinary Apache config, but the real
>problem lies in your RT configuration.
>
>Take a look at the documentation on
>http://www.helgrim.com/rtdocs/installation.html#27
>Paragraph 7.2.1 describes the situation where RT lives with other
>content on a single webserver.
>
>Martin
>






From russj at dimstar.net  Mon Oct  8 12:04:46 2001
From: russj at dimstar.net (Russ Johnson)
Date: Mon, 08 Oct 2001 09:04:46 -0700
Subject: [rt-users] Error on loading login page
In-Reply-To: <3BC1BCD6.6643E2B7@eos.ncsu.edu>
Message-ID: <5.1.0.14.0.20011008090238.00a71b98@127.0.0.1>

Sounds like the same problem I've been having. If it is, you'll need to 
upgrade perl (and all it's pieces, modules, apache add-ons, etc) to perl 5.6.1.

Something doesn't like 5.6.0, but that's the version of perl that comes 
with current Redhat... Including the 7.2 beta.

At 10:48 AM 10/8/2001 -0400, Bryan Shawn Page wrote:
>The following error box is appearing when attempting to access the WebRT
>2.0.7 login page:
>
>         The document contained no data.
>         Try again later, or contact the server's administrator.
>
>
>Along with the following in the apache error log:
>
>[Mon Oct  8 10:28:45 2001] [notice] child pid 26820 exit signal
>Segmentation fault (11)
>
>
>Does this sound like a problem caused by improper setup of RT?
>
>
>--
>                                 -Shawn Page
>                                 bspage at unity.ncsu.edu
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users

Russ Johnson
Stargate Online

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




From hjk at paderlinx.de  Mon Oct  8 12:37:05 2001
From: hjk at paderlinx.de (Hans-Josef Koehler)
Date: Mon, 8 Oct 2001 18:37:05 +0200
Subject: [rt-users] --limit-due=... doesn't work
Message-ID: <20011008183704.B15901@paderlinx.de>

Hi, 

when I type:

  ./rt --summary --limit-due=10/08/2001-

I got:

  Can't locate object method "LimitDue" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /dev/fd/3 line 537.




The other date limits work as expected:

  ./rt --summary --limit-created=10/08/2001-
    id  Stat    Queue                                   Subject         Requestor 
  ...


RT-version is 2.0.8




HaJo



From ratiner at vocalpoint.com  Mon Oct  8 12:47:44 2001
From: ratiner at vocalpoint.com (Ratiner, Ed)
Date: Mon, 8 Oct 2001 09:47:44 -0700
Subject: [rt-users] config.pm problem with rt2
Message-ID: <025A19B7D7AAEF4680179A41F0156474046CCF@vpsfexc01.Corp.Vocalpoint.com>

Andrey,

Thanks a lot! I appreciate your help. It worked like a charm.

Cheers,
--Ed.

-----Original Message-----
From: Andrey Vovk [mailto:vovk at ncbi.nlm.nih.gov]
Sent: Friday, October 05, 2001 1:08 PM
To: Ratiner, Ed
Subject: Re: [rt-users] config.pm problem with rt2


check permissions on comfig.pm
Set them to 644.

regards
--
Andrey

On Fri, Oct 05, 2001 at 12:13:31PM -0700, Ratiner, Ed wrote:
> 
>    My setup:
>    
>    RedHat 7.1 box (PC)
>    RT: version 2.0.7
>    
>    my /etc/aliases:
>    
>    rt-comment: |"/opt/rt2/bin/rt-mailgate --queue general --action
>    comment"
>    rt: |"/opt/rt2/bin/rt-mailgate --queue general --action correspond"
>    rt-requests-comment: |"/opt/rt2/bin/rt-mailate --queue rt-requests
>    --action comment"
>    rt-requests: |"/opt/rt2/bin/rt-mailgate --queue rt-requests
--action
>    correspond"
>    
>    I installed all packages, no problems. Got the web interface
working.
>    
>    Now, working on the e-mail gateway, and I am having the following
>    problem:
>    
>    When I try to e-mail to rt or rt-requests (two aliases), I get the
>    following e-mail (I e-mailed from the localhost to rt at localhost and
to
>    rt-requests at localhost):
>    
>    The original message was received at Sat, 6 Oct 2001 12:07:28 -0700
>    from root at localhost
>    
>       ----- The following addresses had permanent fatal errors -----
>    |"/opt/rt2/bin/rt-mailgate --queue general --action correspond"
>        (reason: 2)
>        (expanded from: <rt at localhost>)
>    
>       ----- 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 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 30.
>    BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line
30.
>    554 5.3.0 unknown mailer error 2
>    
>    I checked and the config.pm file *is* there, in /opt/rt2/etc.  I
even
>    moved it to /opt/rt2/lib and to /usr/local/lib/perl5/5.6.1, but
still
>    no luck. I've read ALL archives and tried a lot of suggestions, but
>    nothing worked for me yet.
>    
>    What I also found out is that I cannot e-mail to the above aliases
>    from any other box either--that's why I decided to e-mail from
>    localhost to localhost to see if I can fix that one first.
>    
>    How can I get it working?
>    
>    Thanks,
>    --Ed.



From ian.gilmour at ffei.co.uk  Mon Oct  8 12:57:25 2001
From: ian.gilmour at ffei.co.uk (Ian Gilmour)
Date: Mon, 8 Oct 2001 17:57:25 +0100 
Subject: [rt-users] RT2.0.8 on Mandrake 8.0
Message-ID: <334D05460466D311A5E8009027AC788601B06E8F@hhmail1.hh.ffei.co.uk>

I'm considering installing RT2.0.8 on a Mandrake 8.0 system I have.
 
Are there any issues over and above those described in Jesse's installation
notes that I should be aware of.
 
Do I need perl 5.6.1? 
 
Any other known issues with RT and Mandrake 8.0?
 
Any advice greatly appreciated.
 
cheers,
 
Ian
 
 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011008/85a7154d/attachment.htm>

From pdh at moreton.com.au  Mon Oct  8 17:47:54 2001
From: pdh at moreton.com.au (Phil Homewood)
Date: Tue, 9 Oct 2001 07:47:54 +1000
Subject: [rt-users] config.pm problem with rt2
In-Reply-To: <025A19B7D7AAEF4680179A41F0156474046CCF@vpsfexc01.Corp.Vocalpoint.com>
References: <025A19B7D7AAEF4680179A41F0156474046CCF@vpsfexc01.Corp.Vocalpoint.com>
Message-ID: <20011009074754.E405@moreton.com.au>

Ratiner, Ed wrote:
> Andrey,
> 
> Thanks a lot! I appreciate your help. It worked like a charm.
> 
> Cheers,
> --Ed.
> 
<snip>
> 
> check permissions on comfig.pm
> Set them to 644.

Bad move. Bad, bad move.

Unless you /like/ having world readable admin passwords....

config.pm is 0550 for a reason.

The list archives are full of suggestions for resolving this.
Chances are your suidperl isn't being very suid. You want to
fix that, not open up your RT installation for any user to
trash.



From john.castillo at amplified.com  Mon Oct  8 21:31:13 2001
From: john.castillo at amplified.com (John Castillo)
Date: Mon, 08 Oct 2001 18:31:13 -0700
Subject: [rt-users] How can i edit Default Templates in RT2 ?
Message-ID: <3BC25361.AC35B4CD@amplified.com>

tried a few things.. made a new template and could not find where the
data was being stored.  looked inside
/usr/local/rt2/WebRT/html/Admin/Global/Template.html and found some perl
references that i didn't understand.  is my template somehow being
stored in the database?

all i really want to do is understand where the Default Templates are
located.  i've looked and all i could really find is something in
/usr/local/rt2/etc/insertdata.  seems that some data is held in there,
but seems like a strange place to require users to edit Default
Templates.

i cannot edit Default Templates do this from the WebUI and i am logged
in as the "root" user and as a user that has ALL privledges available.
can someone point me in the right direction?

thanks,
john.






From thorsten.sturm at gentleware.de  Tue Oct  9 09:45:31 2001
From: thorsten.sturm at gentleware.de (Thorsten Sturm)
Date: Tue, 09 Oct 2001 13:45:31 +0000
Subject: [rt-users] Problems with apache configuration
Message-ID: <3BC2FF7B.5070405@gentleware.de>

Hi,

I just tried installing RT for the last two days on my local machine. 
The installation itself worked out fine (testdeps was a big help), but 
now I'm struggling with the apache configuration.

I'm using Mandrake 7.2 which has a perl enhanced apache installed as 
default. mod_perl seems to work fine (in fact, the error log says that 
it does). I added the lines listed in the installation guide to my 
httpd-perl.conf as listed below.

    #RT2 configuration
    PerlModule Apache::DBI
    PerlFreshRestart On
    PerlRequire /opt/rt2/bin/webmux.pl
    <Location /rt2>
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>


But that doesn't do all the trick. I added a link from my htdocs 
directory to /opt/rt2/WebRT/html (ln -s /opt/rt2/WebRT/html rt2). 
Calling http://localhost/rt2 gives me some plain text as result, but no 
web interface. I tried several versions of linking from the htdocs 
directory to rt2 but none of them worked.

Can anyone tell me what to do in order to get this running?

Thanks,

Thorsten




From martin at schapendonk.org  Tue Oct  9 07:08:17 2001
From: martin at schapendonk.org (Martin Schapendonk)
Date: Tue, 9 Oct 2001 13:08:17 +0200 (CEST)
Subject: [rt-users] Problems with apache configuration
In-Reply-To: <3BC2FF7B.5070405@gentleware.de>
Message-ID: <Pine.LNX.4.33.0110091305110.23342-100000@kubstu2.kub.nl>

On Tue, 9 Oct 2001, Thorsten Sturm wrote:
# Can anyone tell me what to do in order to get this running?

You forgot the Alias specifying where Apache can find RT. Please delete
the softlink first to avoid confusion. You don't need it.

Something like
Alias /rt2 /path/to/rt2/WebRT/html
should be in your httpd.conf

See http://www.helgrim.com/rtdocs/installation.html#76

Regards,

Martin

-- 
  Martin Schapendonk, martin at schapendonk.org, Phone: +31 (0)6 55770237
  Student Information Systems and Management at Tilburg University




From martin at schapendonk.org  Tue Oct  9 07:11:11 2001
From: martin at schapendonk.org (Martin Schapendonk)
Date: Tue, 9 Oct 2001 13:11:11 +0200 (CEST)
Subject: [rt-users] How can i edit Default Templates in RT2 ?
In-Reply-To: <3BC25361.AC35B4CD@amplified.com>
Message-ID: <Pine.LNX.4.33.0110091308220.23342-100000@kubstu2.kub.nl>

On Mon, 8 Oct 2001, John Castillo wrote:
# i cannot edit Default Templates do this from the WebUI and i am logged
# in as the "root" user and as a user that has ALL privledges available.
# can someone point me in the right direction?

The Default Templates can in fact be edited from the WebUI. Log in as
root and go to Configuration -> Global -> Templates. This shows all
templates and allows you to edit them.

If you don't have permission to access the templates, you somehow
managed to f*ck up root's privileges, but I don't think that's the
case... (at least I _hope_ not).

Martin

-- 
  Martin Schapendonk, martin at schapendonk.org, Phone: +31 (0)6 55770237
  Student Information Systems and Management at Tilburg University




From thorsten.sturm at gentleware.de  Tue Oct  9 11:07:07 2001
From: thorsten.sturm at gentleware.de (Thorsten Sturm)
Date: Tue, 09 Oct 2001 15:07:07 +0000
Subject: [rt-users] Problems with apache configuration
References: <Pine.LNX.4.33.0110091305110.23342-100000@kubstu2.kub.nl>
Message-ID: <3BC3129B.3040201@gentleware.de>


Martin Schapendonk wrote:

>On Tue, 9 Oct 2001, Thorsten Sturm wrote:
># Can anyone tell me what to do in order to get this running?
>
>You forgot the Alias specifying where Apache can find RT. Please delete
>the softlink first to avoid confusion. You don't need it.
>
>Something like
>Alias /rt2 /path/to/rt2/WebRT/html
>should be in your httpd.conf
>
>See http://www.helgrim.com/rtdocs/installation.html#76
>
>Regards,
>
>Martin
>
That does at least part of the trick. Thanks for the hint. But 
unfortunately, I'm stuck again.

I can now start RT and get the login page. Logging in as root works 
fine, too. But being on the overview page is some kind of dead end for 
me. Every click on one of the provided links (even on logout) results in 
an error message, saying the " The requested URL 
/perl/rt2/WebRT/html/User/Prefs.html was not found on this server.". I 
tried a few configurations and even set $webpath in RT's config.pm (this 
is where WebRT/html comes from). rt2 is a symlink in the perl-docs 
directory of apache.

Can you tell me, how to configure RT to use the rest of the pages?

Thanks again,

Thorsten




From martin at schapendonk.org  Tue Oct  9 08:28:51 2001
From: martin at schapendonk.org (Martin Schapendonk)
Date: Tue, 9 Oct 2001 14:28:51 +0200 (CEST)
Subject: [rt-users] Problems with apache configuration
In-Reply-To: <3BC3129B.3040201@gentleware.de>
Message-ID: <Pine.LNX.4.33.0110091426170.25642-100000@kubstu2.kub.nl>

On Tue, 9 Oct 2001, Thorsten Sturm wrote:
# I can now start RT and get the login page. Logging in as root works
# fine, too. But being on the overview page is some kind of dead end for
# me. Every click on one of the provided links (even on logout) results in
# an error message, saying the " The requested URL
# /perl/rt2/WebRT/html/User/Prefs.html was not found on this server.". I
# tried a few configurations and even set $webpath in RT's config.pm (this
# is where WebRT/html comes from). rt2 is a symlink in the perl-docs
# directory of apache.

Your $WebPath in config.pm should contain "/rt2" and NOT
"/perl/rt2/WebRT/html" which is just the location in your file system
(and has nothing to do with the web location of RT).

Did you _stop_ and _start_ Apache on every change to see the result?
(not just a restart, really stop and start Apache).

Regards,

Martin

-- 
  Martin Schapendonk, martin at schapendonk.org, Phone: +31 (0)6 55770237
  Student Information Systems and Management at Tilburg University




From thorsten.sturm at gentleware.de  Tue Oct  9 12:00:44 2001
From: thorsten.sturm at gentleware.de (Thorsten Sturm)
Date: Tue, 09 Oct 2001 16:00:44 +0000
Subject: [rt-users] Problems with apache configuration
References: <Pine.LNX.4.33.0110091426170.25642-100000@kubstu2.kub.nl>
Message-ID: <3BC31F2C.2000208@gentleware.de>


Martin Schapendonk wrote:

>On Tue, 9 Oct 2001, Thorsten Sturm wrote:
># I can now start RT and get the login page. Logging in as root works
># fine, too. But being on the overview page is some kind of dead end for
># me. Every click on one of the provided links (even on logout) results in
># an error message, saying the " The requested URL
># /perl/rt2/WebRT/html/User/Prefs.html was not found on this server.". I
># tried a few configurations and even set $webpath in RT's config.pm (this
># is where WebRT/html comes from). rt2 is a symlink in the perl-docs
># directory of apache.
>
>Your $WebPath in config.pm should contain "/rt2" and NOT
>"/perl/rt2/WebRT/html" which is just the location in your file system
>(and has nothing to do with the web location of RT).
>
>Did you _stop_ and _start_ Apache on every change to see the result?
>(not just a restart, really stop and start Apache).
>
>Regards,
>
>Martin
>

O.K. That does the trick. Now I can see the web interface logging myself 
in and play around a little. But at least there seem to be one thing 
missing, which I think is an apache issue as well. When I click on one 
of the links, the provided destination points to some other directory in 
most of the cases. From HTML I would assume to automatically look for a 
index.html in those directories (which is available in all of them). But 
my own apache seems to forget about this feature. All I see is the 
directory itself (say the files and directories it contains). Clicking 
on index.html then brings me to the place I wanted to.

I'm sure there is a configuration entry missing in my httpd.conf. Can 
anyone tell me what is missing there?

Thanks,

Thorsten





From btenison at rstc.cc.al.us  Tue Oct  9 09:13:29 2001
From: btenison at rstc.cc.al.us (Bruce Tenison)
Date: Tue, 9 Oct 2001 08:13:29 -0500
Subject: [rt-users] CC Permissions.
Message-ID: <001c01c150c4$3077e360$0105a8c0@irstc.cc.al.us>

Hi All.  New user here (and loving RT, BTW!) so be forewarned ;)  

Here's the problem I am having.  I have the general queue set up and
working fine, except for one point.  I have a Ticket that is has a
requestors (lalford and masyler) and a cc (ahooks).  

I have Global group rights set up (amongst permissions, none of which
should conflict.  No queue permissions at all, so I'm guess that doesn't
conflict?!?!) as follows:

Cc: CommentOnTicket, ReplyToTicket
Requestor: CommentOnTicket, ReplyToTicket

OK.  Here's the problem.  Requestors can reply to the ticket, and all
works fine (the reply is recorded), HOWEVER, Ccs get a permission denied
error.

Anyone have any ideas?  I'm running 2.0.8, BTW.  If there's any further
info I can give to help diagnose (or fix) this problem, I'll be glad to
help!

Thanks!
Bruce Tenison

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011009/93e89ec5/attachment.htm>

From ray.miller at computing-services.oxford.ac.uk  Tue Oct  9 09:22:00 2001
From: ray.miller at computing-services.oxford.ac.uk (Ray Miller)
Date: Tue, 9 Oct 2001 14:22:00 +0100
Subject: [rt-users] Who's using RT?
Message-ID: <20011009142159.H27559@bench.oucs.ox.ac.uk>

I am preparing a paper proposing RT for use in our department (Oxford
University Computing Services). The department has 120 staff and
provides support to about 25,000 users. It would be very useful to be
able to cite examples of similar-sized organizations using RT.

I'd be grateful if you could mail me off list if you're able to help,
particularly if you're willing to be act as a point of contact should
we need to solicit further information.

Thank you.

-- 
Ray Miller <ray.miller at oucs.ox.ac.uk>
Unix Systems Programmer
Oxford University Computing Services




From martin at schapendonk.org  Tue Oct  9 09:31:03 2001
From: martin at schapendonk.org (Martin Schapendonk)
Date: Tue, 9 Oct 2001 15:31:03 +0200 (CEST)
Subject: [rt-users] Problems with apache configuration
In-Reply-To: <3BC31F2C.2000208@gentleware.de>
Message-ID: <Pine.LNX.4.33.0110091527250.27000-100000@kubstu2.kub.nl>

On Tue, 9 Oct 2001, Thorsten Sturm wrote:
# I'm sure there is a configuration entry missing in my httpd.conf. Can
# anyone tell me what is missing there?

Yep, it's called (how surprising ;-)) DirectoryIndex and it should
contain at least "index.html".

Locate it in your httpd.conf (and if it isn't there add it) and make
sure it reads at least:

DirectoryIndex index.html

Regards,

Martin

-- 
  Martin Schapendonk, martin at schapendonk.org, Phone: +31 (0)6 55770237
  Student Information Systems and Management at Tilburg University




From ckolar at imsa.edu  Tue Oct  9 11:44:28 2001
From: ckolar at imsa.edu (Christopher Kolar)
Date: Tue, 09 Oct 2001 10:44:28 -0500
Subject: [rt-users] RT for Project Management
In-Reply-To: <20011002014804.S28860@pallas.fsck.com>
References: <200110020533.f925X2Q19841@nfsa.ecdev.fedex.com>
 <200110020533.f925X2Q19841@nfsa.ecdev.fedex.com>
Message-ID: <5.1.0.14.2.20011009104152.03b03800@staffmail.imsa.edu>

At 12:48 AM 10/2/01, Jesse Vincent wrote:
>It's funny you should mention that.  I've actually been working on
>a Project Managment frontend for RT.  At this point, it's strictly a
>hobby project, though if anyone's interested in sponsoring the work,
>I'd be happy to finish it up and clean it up for release.

I'll join the others and proclaim this to be a Good Thing.  The main 
disappointment that I have with other groupware/project packages is that 
the ticketing is not tied closely enough with project activities.  Since we 
operate in both development and production modes on the same project this 
would be a welcome addon to RT since everyone is already convinced that it 
is the way to go for the helpdesk.

--chris




From lists-mail-isp-rt-users at pgregg.com  Tue Oct  9 11:59:09 2001
From: lists-mail-isp-rt-users at pgregg.com (Paul Gregg)
Date: Tue, 09 Oct 2001 16:59:09 +0100
Subject: [rt-users] Logging as comment? when Scrip emails are sent.
Message-ID: <20011009155920.615A311249@pallas.eruditorum.org>

Hi all,

I've just joined this list (but I've looked through the archives)
and didn't find anything on this, so here goes...

I setup RT2.0.7 a couple of days ago and have been testing it and everything
is working the way it should be (using Qmail, etc - see PS at end)...

However:

What I want to achieve, is when a script emails the requestor (or anyone)
I want it to add a message to the ticket saying "Emailed correspondence
to joe at public.com" as a one-liner comment...  (something like those
"jesse - Broken in 2.0.6 added" lines)

How can I go about this?  My 2 days of digging through the source
hasn't yet led me to that eureka point where I understand it all yet ;)

Thanks,

Paul.

PS.  Qmail:

I wasn't too happy with the way that the FAQ suggested it should be setup so
I did my own (other Qmail users might recognise me as the Qmail Single UID
doc author, then again they may not!)

This setup assumes that you want to send a complete domains worth
of email to RT, e.g. your queue addresses are general at rt.domain.com
support at rt.domain.com, etc.

1. Create /var/qmail/users/assign with the contents:
+rtuser:rtuser:707:707:/var/qmail/virtualusers/rtuser:::
.

(the single . on the last line is important)  707:707 are the uid:gid of
your rtuser in /etc/passwd

and tell Qmail to use this for your domain add the line:
rt.domain.com:rtuser

to /var/qmail/control/virtualdomains  (make sure rt.domain.com is in
rcpthosts as well - but make sure is is NOT in locals)


2. Run qmail-newu

3. Create the directory /var/qmail/virtualusers/rtuser:
mkdir -p /var/qmail/virtualusers/rtuser
chown rtuser.rtuser /var/qmail/virtualusers/rtuser

4. Remove the setgid flag from rt-mailgate - it doesn't need it and you
   won't need anything setgid now.
chmod g-s /usr/local/rt2/rt-mailgate

5. Create a .qmail-default file in /var/qmail/virtualusers/rtuser
echo '|/usr/local/rt2/bin/rt-mailgate-tibus $LOCAL' > \
	/var/qmail/virtualusers/rtuser/.qmail-default

You can see that by now we're sending *ALL* email to anything at rt.domain.com
to our new script /usr/local/rt2/bin/rt-mailgate-tibus

What is rt-mailgate-tibus?  Here it is:
#!/usr/bin/perl -w

my $lvar = shift;
my $action = ""; my $nextprog = "";
$lvar =~ s/rtuser-//;

if ($lvar =~ s/-comment$//i || $lvar =~ s/comment$//i) {
  $action = "comment";
} else {
  $action = "correspond";
}

$nextprog = "/usr/local/rt2/bin/rt-mailgate --queue $lvar --action $action";

open(OUT, "|$nextprog");
while (<STDIN>) {
  print OUT $_;
}
close(OUT);


now chmod a+rx rt-mailgate-tibus

Send a HUP to qmails and now all mails to whatever at rt.domain.com
will be passed to your RT2 system - no need to create separate .qmail-
files or .qmail-blahcomment for each list - all you have to do to make a
new queue functional is create it in RT2.

Hope this is helpful to others.

Paul Gregg.




From marc at precipice.org  Tue Oct  9 12:27:30 2001
From: marc at precipice.org (Marc Hedlund)
Date: Tue, 9 Oct 2001 09:27:30 -0700 (PDT)
Subject: [rt-users] RT for Project Management
In-Reply-To: <5.1.0.14.2.20011009104152.03b03800@staffmail.imsa.edu>
Message-ID: <Pine.LNX.4.21.0110090924020.26838-100000@crankshaft.bitmechanic.com>

Sure, I think this would be a great thing as well.  I'll note, though,
that Jesse asked if anyone was interested in sponsoring the work, and no
one has (publicly) fessed up to that, yet.  ;)

Jesse, would you consider informal sponsorship from a group of interested
list members?  I don't have the ability to commit to full sponsorship
right now, but I could chip in $100 towards this project.  If there are
others who feel the same, could we reach some target amount through
contributions? 

Marc Hedlund 
e: marc at precipice dot org

On Tue, 9 Oct 2001, Christopher Kolar wrote:

> At 12:48 AM 10/2/01, Jesse Vincent wrote:
> >It's funny you should mention that.  I've actually been working on
> >a Project Managment frontend for RT.  At this point, it's strictly a
> >hobby project, though if anyone's interested in sponsoring the work,
> >I'd be happy to finish it up and clean it up for release.
> 
> I'll join the others and proclaim this to be a Good Thing.  The main 
> disappointment that I have with other groupware/project packages is that 
> the ticketing is not tied closely enough with project activities.  Since we 
> operate in both development and production modes on the same project this 
> would be a welcome addon to RT since everyone is already convinced that it 
> is the way to go for the helpdesk.
> 
> --chris
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 





From rael at zero.kgon.com  Tue Oct  9 12:31:12 2001
From: rael at zero.kgon.com (Karel P Kerezman)
Date: 09 Oct 2001 09:31:12 -0700
Subject: [rt-users] Logging as comment? when Scrip emails are sent.
In-Reply-To: <20011009155920.615A311249@pallas.eruditorum.org>
References: <20011009155920.615A311249@pallas.eruditorum.org>
Message-ID: <1002645072.27885.5.camel@zero.kgon.com>

On Tue, 2001-10-09 at 08:59, Paul Gregg wrote:
> PS.  Qmail:
> 
> I wasn't too happy with the way that the FAQ suggested it should be setup so
> I did my own (other Qmail users might recognise me as the Qmail Single UID
> doc author, then again they may not!)
> 
> This setup assumes that you want to send a complete domains worth
> of email to RT, e.g. your queue addresses are general at rt.domain.com
> support at rt.domain.com, etc.

(lots of nifty snippage)

I wasn't all that happy with having to use such a cumbersome system
either. Too bad my RT2 rig isn't fully dedicated... it's also our
special-purpose email server containing several important email accounts
and what-not.

My recommendation? Get that procedure entered into the docs as the way
to go for fully-dedicated RT2 systems. If you can come up with a
replacement for my slapdash Qmail+non-dedicated-RT2 rig, I certainly
won't complain.

(Yes, I'm the one who wrote the Qmail+RT2 bit in the online docs. Pure
trial-and-error computing, no doubt about it.)

-- 
Karel P Kerezman, IS Admin Entercom Portland

Anything I do is purely coincidental.




From matthew.zeier at thirdcoast.net  Tue Oct  9 13:58:29 2001
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Tue, 9 Oct 2001 10:58:29 -0700
Subject: [rt-users] Making RT send reminders
References: <0110081035580K.23233@lord.www.nl.demon.net>
Message-ID: <03d001c150ec$011c7270$0b16160a@Desktop>




> Isn't there anyone who can give me some pointers on how to make RT
> (2-0-5_03) send reminders to ticket owners after a set period of time
> (perhaps even on a per queue basis)? I'm still trying to figure this out
> but to no avail.

This is in no way elegant but it works for our needs at the moment.  I'm
using /opt/rt2/bin/rt to do give me a list of tickets that have been idle
for IGNORED_DAYS.  I also check for any tickets owned by "nobody" regardless
of when they've been last checked.

- mz
-------------- next part --------------
A non-text attachment was scrubbed...
Name: rt-nag.pl
Type: application/octet-stream
Size: 2040 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011009/d0aefbea/attachment.obj>

From rmitzel at peer1.net  Tue Oct  9 13:05:43 2001
From: rmitzel at peer1.net (Rob Mitzel)
Date: Tue, 9 Oct 2001 10:05:43 -0700
Subject: [rt-users] Stupid Admin (me) problem
Message-ID: <DKEPICGGEGFEBGNMNBHPMEALCCAA.rmitzel@peer1.net>

Hi everyone...

So the machine that I was working with RT on before it went production went
kaput (someone else opened telnet, and there was an exploit...you know the
rest.)

Anyways, I reinstalled everything, and went to update my Perl to 5.6.1,
installed it fine...but anyways, now when I install RT, everything's fine,
except now I always get errors like this when I do a configtest on apache:

"[Tue Oct  9 10:08:53 2001] [error] Can't locate Apache.pm in @INC (@INC
contains: /usr/local/lib/site_perl/5.00503/i386-freebsd
/usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503
/usr/local/lib/perl5/site_perl/5.005/i386-freebsd
/usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
(eval 1) line 3.

Syntax error on line 1055 of /usr/local/etc/apache/httpd.conf:
Can't locate Apache/DBI.pm in @INC (@INC contains:
/usr/local/lib/site_perl/5.00503/i386-freebsd /usr/libdata/perl/5.00503/mach
/usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
/usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
(eval 2) line 3."

Now, I know the module is there, but it's in a 5.6.1 directory instead. I've
tried doing links from the old directory to the new one, to no avail.
Anyone know how I can modify @INC or anything? I've beat my head against the
wall for a week now, and my superiors are losing patience with me. Help! :(

-Rob.




From marc at precipice.org  Tue Oct  9 16:22:07 2001
From: marc at precipice.org (Marc Hedlund)
Date: Tue, 9 Oct 2001 13:22:07 -0700 (PDT)
Subject: [rt-users] Stupid Admin (me) problem
In-Reply-To: <DKEPICGGEGFEBGNMNBHPMEALCCAA.rmitzel@peer1.net>
Message-ID: <Pine.LNX.4.21.0110091321240.26838-100000@crankshaft.bitmechanic.com>

You need to rebuild mod_perl against Perl 5.6.1.  I did this too, and
banged my head against it for quite awhile before giving up and rebuilding
mod_perl and apache.  I don't think there's any other good way -- not that
I found, anyways.

Marc Hedlund 
e: marc at precipice dot org

On Tue, 9 Oct 2001, Rob Mitzel wrote:

> Hi everyone...
> 
> So the machine that I was working with RT on before it went production went
> kaput (someone else opened telnet, and there was an exploit...you know the
> rest.)
> 
> Anyways, I reinstalled everything, and went to update my Perl to 5.6.1,
> installed it fine...but anyways, now when I install RT, everything's fine,
> except now I always get errors like this when I do a configtest on apache:
> 
> "[Tue Oct  9 10:08:53 2001] [error] Can't locate Apache.pm in @INC (@INC
> contains: /usr/local/lib/site_perl/5.00503/i386-freebsd
> /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503
> /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
> /usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
> (eval 1) line 3.
> 
> Syntax error on line 1055 of /usr/local/etc/apache/httpd.conf:
> Can't locate Apache/DBI.pm in @INC (@INC contains:
> /usr/local/lib/site_perl/5.00503/i386-freebsd /usr/libdata/perl/5.00503/mach
> /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
> /usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
> (eval 2) line 3."
> 
> Now, I know the module is there, but it's in a 5.6.1 directory instead. I've
> tried doing links from the old directory to the new one, to no avail.
> Anyone know how I can modify @INC or anything? I've beat my head against the
> wall for a week now, and my superiors are losing patience with me. Help! :(
> 
> -Rob.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From jesse at bestpractical.com  Tue Oct  9 16:23:40 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 9 Oct 2001 16:23:40 -0400
Subject: [rt-users] Stupid Admin (me) problem
In-Reply-To: <DKEPICGGEGFEBGNMNBHPMEALCCAA.rmitzel@peer1.net>; from rmitzel@peer1.net on Tue, Oct 09, 2001 at 10:05:43AM -0700
References: <DKEPICGGEGFEBGNMNBHPMEALCCAA.rmitzel@peer1.net>
Message-ID: <20011009162340.K1623@pallas.fsck.com>

It looks like you probably need to install libapreq and Apache::DBI.

Do you have two versions of perl installed locally? make sure that

"perl" from the cli is getting the same perl apache's linked against.

	-j

On Tue, Oct 09, 2001 at 10:05:43AM -0700, Rob Mitzel wrote:
> Hi everyone...
> 
> So the machine that I was working with RT on before it went production went
> kaput (someone else opened telnet, and there was an exploit...you know the
> rest.)
> 
> Anyways, I reinstalled everything, and went to update my Perl to 5.6.1,
> installed it fine...but anyways, now when I install RT, everything's fine,
> except now I always get errors like this when I do a configtest on apache:
> 
> "[Tue Oct  9 10:08:53 2001] [error] Can't locate Apache.pm in @INC (@INC
> contains: /usr/local/lib/site_perl/5.00503/i386-freebsd
> /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503
> /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
> /usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
> (eval 1) line 3.
> 
> Syntax error on line 1055 of /usr/local/etc/apache/httpd.conf:
> Can't locate Apache/DBI.pm in @INC (@INC contains:
> /usr/local/lib/site_perl/5.00503/i386-freebsd /usr/libdata/perl/5.00503/mach
> /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
> /usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
> (eval 2) line 3."
> 
> Now, I know the module is there, but it's in a 5.6.1 directory instead. I've
> tried doing links from the old directory to the new one, to no avail.
> Anyone know how I can modify @INC or anything? I've beat my head against the
> wall for a week now, and my superiors are losing patience with me. Help! :(
> 
> -Rob.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jrstear at sandia.gov  Tue Oct  9 16:33:50 2001
From: jrstear at sandia.gov (Jon Stearley)
Date: Tue, 9 Oct 2001 14:33:50 -0600
Subject: [rt-users] Stupid Admin (me) problem
In-Reply-To: <DKEPICGGEGFEBGNMNBHPMEALCCAA.rmitzel@peer1.net>
References: <DKEPICGGEGFEBGNMNBHPMEALCCAA.rmitzel@peer1.net>
Message-ID: <20011009143350.H9420@sandia.gov>

On Tue, Oct 09, 2001 at 10:05:43AM -0700, Rob Mitzel wrote:
> Hi everyone...
> 
> So the machine that I was working with RT on before it went production went
> kaput (someone else opened telnet, and there was an exploit...you know the
> rest.)
> 
> Anyways, I reinstalled everything, and went to update my Perl to 5.6.1,
> installed it fine...but anyways, now when I install RT, everything's fine,
> except now I always get errors like this when I do a configtest on apache:
> 
> "[Tue Oct  9 10:08:53 2001] [error] Can't locate Apache.pm in @INC (@INC
> contains: /usr/local/lib/site_perl/5.00503/i386-freebsd
> /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503
> /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
> /usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
> (eval 1) line 3.
> 
> Syntax error on line 1055 of /usr/local/etc/apache/httpd.conf:
> Can't locate Apache/DBI.pm in @INC (@INC contains:
> /usr/local/lib/site_perl/5.00503/i386-freebsd /usr/libdata/perl/5.00503/mach
> /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
> /usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
> (eval 2) line 3."
> 
> Now, I know the module is there, but it's in a 5.6.1 directory instead. I've

i encountered this on debian testing dist.  if you are running debian
unstable of testing, try this (it worked for me): 

1. have this line in your /etc/apt/sources.list:
   deb-src ftp://ftp.us.debian.org/debian testing main contrib non-free
2. `apt-get update`
3. `apt-get source -b libapache-mod-perl`
4. `dpkg -i (the deb the above line generates)`

i'm not sure if debian's perl modules strategy is really broken (as
opinioned in sec9.1 of rt's install doc), or if it is just due to the
fact that the testing dist is just a time-delayed unstable (ie- no
rigorous release testing), and perl module versions/dependancies can
get out-of-sync.  my 2c.

-- 
+--------------------------------------------------------------+
| Jon Stearley			(505) 845-7571  (FAX 844-2067) |
| Compaq Federal LLC		High Performance Solutions     |
| Sandia National Laboratories	Scalable Systems Integration   |
+--------------------------------------------------------------+



From skritz01 at emerald.tufts.edu  Tue Oct  9 16:37:41 2001
From: skritz01 at emerald.tufts.edu (Sheeri Kritzer)
Date: Tue, 09 Oct 2001 16:37:41 -0400 (EDT)
Subject: [rt-users] Stupid Admin (me) problem
In-Reply-To: <DKEPICGGEGFEBGNMNBHPMEALCCAA.rmitzel@peer1.net>
Message-ID: <Pine.OSF.4.32.0110091636250.25924-100000@emerald.tufts.edu>

Rob,

I've gotten that message many, many times when dealing with PErl stuff.
You really don't want to modify @INC.  IT's really just easier to copy,
move or reinstall the modules.  Really, at least for RT, it only takes a
few hours, 1 workday tops, and if you've been on it a week already, just
reinstall the darn modules to the right dir.

-Sheeri

On Tue, 9 Oct 2001, Rob Mitzel wrote:

> Hi everyone...
>
> So the machine that I was working with RT on before it went production went
> kaput (someone else opened telnet, and there was an exploit...you know the
> rest.)
>
> Anyways, I reinstalled everything, and went to update my Perl to 5.6.1,
> installed it fine...but anyways, now when I install RT, everything's fine,
> except now I always get errors like this when I do a configtest on apache:
>
> "[Tue Oct  9 10:08:53 2001] [error] Can't locate Apache.pm in @INC (@INC
> contains: /usr/local/lib/site_perl/5.00503/i386-freebsd
> /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503
> /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
> /usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
> (eval 1) line 3.
>
> Syntax error on line 1055 of /usr/local/etc/apache/httpd.conf:
> Can't locate Apache/DBI.pm in @INC (@INC contains:
> /usr/local/lib/site_perl/5.00503/i386-freebsd /usr/libdata/perl/5.00503/mach
> /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
> /usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
> (eval 2) line 3."
>
> Now, I know the module is there, but it's in a 5.6.1 directory instead. I've
> tried doing links from the old directory to the new one, to no avail.
> Anyone know how I can modify @INC or anything? I've beat my head against the
> wall for a week now, and my superiors are losing patience with me. Help! :(
>
> -Rob.
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>

Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
skritz01 at emerald.tufts.edu




From jesse at bestpractical.com  Tue Oct  9 16:46:30 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 9 Oct 2001 16:46:30 -0400
Subject: [rt-users] Stupid Admin (me) problem
In-Reply-To: <20011009143350.H9420@sandia.gov>; from jrstear@sandia.gov on Tue, Oct 09, 2001 at 02:33:50PM -0600
References: <DKEPICGGEGFEBGNMNBHPMEALCCAA.rmitzel@peer1.net> <20011009143350.H9420@sandia.gov>
Message-ID: <20011009164630.M1623@pallas.fsck.com>

> i encountered this on debian testing dist.  if you are running debian
> unstable of testing, try this (it worked for me): 

It's actually just fine on unstable.  Testing has _ancient_ apache stuff
at this point.

> 
> 1. have this line in your /etc/apt/sources.list:
>    deb-src ftp://ftp.us.debian.org/debian testing main contrib non-free
> 2. `apt-get update`
> 3. `apt-get source -b libapache-mod-perl`
> 4. `dpkg -i (the deb the above line generates)`
> 
> i'm not sure if debian's perl modules strategy is really broken (as
> opinioned in sec9.1 of rt's install doc), or if it is just due to the
> fact that the testing dist is just a time-delayed unstable (ie- no
> rigorous release testing), and perl module versions/dependancies can
> get out-of-sync.  my 2c.

It appears that just about everything needed is in unstable.  And there's currently work under way to package RT 2.0.x as request-tracker for debian.




> 
> -- 
> +--------------------------------------------------------------+
> | Jon Stearley			(505) 845-7571  (FAX 844-2067) |
> | Compaq Federal LLC		High Performance Solutions     |
> | Sandia National Laboratories	Scalable Systems Integration   |
> +--------------------------------------------------------------+
> 
> _______________________________________________
> 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-mail-isp-rt-users at pgregg.com  Tue Oct  9 16:49:38 2001
From: lists-mail-isp-rt-users at pgregg.com (Paul Gregg)
Date: 9 Oct 2001 20:49:38 -0000
Subject: [rt-users] Logging as comment? when Scrip emails are sent.
In-Reply-To: <1002645072.27885.5.camel@zero.kgon.com>
Message-ID: <20011009204938.45522.qmail@pgunix.fw.tibus.net>

In article <1002645072.27885.5.camel at zero.kgon.com> you wrote:
> On Tue, 2001-10-09 at 08:59, Paul Gregg wrote:
>> PS.  Qmail:
>> 
>> I wasn't too happy with the way that the FAQ suggested it should be setup so
>> I did my own (other Qmail users might recognise me as the Qmail Single UID
>> doc author, then again they may not!)
>> 
>> This setup assumes that you want to send a complete domains worth
>> of email to RT, e.g. your queue addresses are general at rt.domain.com
>> support at rt.domain.com, etc.
> 
> (lots of nifty snippage)
> 
> I wasn't all that happy with having to use such a cumbersome system
> either. Too bad my RT2 rig isn't fully dedicated... it's also our
> special-purpose email server containing several important email accounts
> and what-not.
> 
> My recommendation? Get that procedure entered into the docs as the way
> to go for fully-dedicated RT2 systems. If you can come up with a
> replacement for my slapdash Qmail+non-dedicated-RT2 rig, I certainly
> won't complain.
> 
> (Yes, I'm the one who wrote the Qmail+RT2 bit in the online docs. Pure
> trial-and-error computing, no doubt about it.)

Hi,

Thanks for the reply - your instructions certainly saved me a some
time in working out what I posted earlier.

Like yourself, my "normal" addresses are non-dedicated, e.g. support at domain.com
etc...  I simply have Qmail forward these to the rt.domain.com subdomain.
RT just knows to send mail as support at domain.com so it all looks nice and
tidy.

Regards,

Paul.
-- 
| Paul Gregg			|T: +44 (0) 28 90424190
| Technical Director		|F: +44 (0) 28 90424709
| The Internet Business Ltd	|W: http://www.tibus.com
| Holywood House, Innis Court	|E: info at tibus.com
| Holywood, Co Down, BT18 9HF	|P: pgregg at tibus.com




From rmitzel at peer1.net  Tue Oct  9 20:00:45 2001
From: rmitzel at peer1.net (Rob Mitzel)
Date: Tue, 9 Oct 2001 17:00:45 -0700
Subject: [rt-users] Stupid Admin (me) problem
In-Reply-To: <Pine.OSF.4.32.0110091636250.25924-100000@emerald.tufts.edu>
Message-ID: <DKEPICGGEGFEBGNMNBHPMEBCCCAA.rmitzel@peer1.net>

Sheeri (and everyone else):

I just rebuilt everything, and it worked great.   Thanks for all the help!
My neck is saved!! :)

-Rob.


> -----Original Message-----
> From: Sheeri Kritzer [mailto:skritz01 at emerald.tufts.edu]
> Sent: Tuesday, October 09, 2001 1:38 PM
> To: Rob Mitzel
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Stupid Admin (me) problem
>
>
> Rob,
>
> I've gotten that message many, many times when dealing with PErl stuff.
> You really don't want to modify @INC.  IT's really just easier to copy,
> move or reinstall the modules.  Really, at least for RT, it only takes a
> few hours, 1 workday tops, and if you've been on it a week already, just
> reinstall the darn modules to the right dir.
>
> -Sheeri
>
> On Tue, 9 Oct 2001, Rob Mitzel wrote:
>
> > Hi everyone...
> >
> > So the machine that I was working with RT on before it went
> production went
> > kaput (someone else opened telnet, and there was an
> exploit...you know the
> > rest.)
> >
> > Anyways, I reinstalled everything, and went to update my Perl to 5.6.1,
> > installed it fine...but anyways, now when I install RT,
> everything's fine,
> > except now I always get errors like this when I do a configtest
> on apache:
> >
> > "[Tue Oct  9 10:08:53 2001] [error] Can't locate Apache.pm in @INC (@INC
> > contains: /usr/local/lib/site_perl/5.00503/i386-freebsd
> > /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503
> > /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
> > /usr/local/lib/perl5/site_perl/5.005 . /usr/local/
> /usr/local/lib/perl) at
> > (eval 1) line 3.
> >
> > Syntax error on line 1055 of /usr/local/etc/apache/httpd.conf:
> > Can't locate Apache/DBI.pm in @INC (@INC contains:
> > /usr/local/lib/site_perl/5.00503/i386-freebsd
> /usr/libdata/perl/5.00503/mach
> > /usr/libdata/perl/5.00503
> /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
> > /usr/local/lib/perl5/site_perl/5.005 . /usr/local/
> /usr/local/lib/perl) at
> > (eval 2) line 3."
> >
> > Now, I know the module is there, but it's in a 5.6.1 directory
> instead. I've
> > tried doing links from the old directory to the new one, to no avail.
> > Anyone know how I can modify @INC or anything? I've beat my
> head against the
> > wall for a week now, and my superiors are losing patience with
> me. Help! :(
> >
> > -Rob.
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
> Sheeri Kritzer
> Systems Administrator
> University Systems Group
> Tufts University
> 617-627-3925
> skritz01 at emerald.tufts.edu
>
>




From gjjc at rubberplant.freeserve.co.uk  Wed Oct 10 06:18:23 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Wed, 10 Oct 2001 10:18:23 +0000
Subject: [rt-users] Login problems with post/get
Message-ID: <3BC4206F.B9C97206@rubberplant.freeserve.co.uk>

Dear All

I've just installed RT 2.0.8 - no problems.

But I cannot login to the WebRT - as the post'ed values appear to be
lost within the code.

Changing them to get method solves the issue.

Redhat 7.1
MySQL 3.23.42
perl 5.6.1 (own complied version not reddrat)
Apache/1.3.20 (Unix) mod_perl/1.26 mod_ssl/2.8.4 OpenSSL/0.9.6

I see others have had this problem in the past (from the archives) - The
only trait I can seem to see is that some have an "own complied" perl.

Is there another fix, as if / when I upgrade I have to change all the
post's to get's again !

Thanks

Greg



From rherget at xebec.de  Wed Oct 10 06:54:45 2001
From: rherget at xebec.de (Roland von Herget)
Date: Wed, 10 Oct 2001 12:54:45 +0200 (CEST)
Subject: [rt-users] Login problems with post/get
In-Reply-To: <3BC4206F.B9C97206@rubberplant.freeserve.co.uk>
Message-ID: <Pine.LNX.4.33.0110101251120.7191-100000@guru.intranet.xebec.de>

Hi Greg,

have you upgraded from 2.0.1 or before ? or is this a fresh install ?
if you have upgraded, is the "PerlRequire /path/to/rt2/bin/webmux.pl" in
your httpd.conf pointing to the correct (new) webmux.pl ?

Greetings,

Roland

On Wed, 10 Oct 2001, Greg Cope wrote:
> Dear All
>
> I've just installed RT 2.0.8 - no problems.
>
> But I cannot login to the WebRT - as the post'ed values appear to be
> lost within the code.
>
> Changing them to get method solves the issue.
>
> Redhat 7.1
> MySQL 3.23.42
> perl 5.6.1 (own complied version not reddrat)
> Apache/1.3.20 (Unix) mod_perl/1.26 mod_ssl/2.8.4 OpenSSL/0.9.6
>
> I see others have had this problem in the past (from the archives) - The
> only trait I can seem to see is that some have an "own complied" perl.
>
> Is there another fix, as if / when I upgrade I have to change all the
> post's to get's again !




From gjjc at rubberplant.freeserve.co.uk  Wed Oct 10 07:06:39 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Wed, 10 Oct 2001 11:06:39 +0000
Subject: [rt-users] Login problems with post/get
References: <Pine.LNX.4.33.0110101251120.7191-100000@guru.intranet.xebec.de>
Message-ID: <3BC42BBF.630243B1@rubberplant.freeserve.co.uk>

Roland von Herget wrote:
> 
> Hi Greg,
> 
> have you upgraded from 2.0.1 or before ? or is this a fresh install ?
> if you have upgraded, is the "PerlRequire /path/to/rt2/bin/webmux.pl" in
> your httpd.conf pointing to the correct (new) webmux.pl ?
> 

Thanks Roland.

This is a fresh install.

Everything appears fine, once I set all the METHOD=POST to GET's.

This is odd, as I've not had this problem with RT before on different
boxes.

Greg

> Greetings,
> 
> Roland
>



From rherget at xebec.de  Wed Oct 10 07:25:26 2001
From: rherget at xebec.de (Roland von Herget)
Date: Wed, 10 Oct 2001 13:25:26 +0200 (CEST)
Subject: [rt-users] Login problems with post/get
In-Reply-To: <3BC42BBF.630243B1@rubberplant.freeserve.co.uk>
Message-ID: <Pine.LNX.4.33.0110101318580.7414-100000@guru.intranet.xebec.de>

Hi Greg,

I had exactly this problem with RT 2.0.0. After changing a few things
(CGI::Cookie to Apache::Cookie in webmux.pl) it worked fine for me...

So, I'm sorry but I have no further ideas...

Greetings,

Roland

On Wed, 10 Oct 2001, Greg Cope wrote:

> Roland von Herget wrote:
> >
> > Hi Greg,
> >
> > have you upgraded from 2.0.1 or before ? or is this a fresh install ?
> > if you have upgraded, is the "PerlRequire /path/to/rt2/bin/webmux.pl" in
> > your httpd.conf pointing to the correct (new) webmux.pl ?
>
> Thanks Roland.
>
> This is a fresh install.
>
> Everything appears fine, once I set all the METHOD=POST to GET's.
>
> This is odd, as I've not had this problem with RT before on different
> boxes.
>
> Greg





From gjjc at rubberplant.freeserve.co.uk  Wed Oct 10 10:22:13 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Wed, 10 Oct 2001 14:22:13 +0000
Subject: [rt-users] Login problems with post/get
References: <Pine.LNX.4.33.0110101318580.7414-100000@guru.intranet.xebec.de>
Message-ID: <3BC45995.B352CC8F@rubberplant.freeserve.co.uk>

Roland von Herget wrote:
> 
> Hi Greg,
> 
> I had exactly this problem with RT 2.0.0. After changing a few things
> (CGI::Cookie to Apache::Cookie in webmux.pl) it worked fine for me...
> 
> So, I'm sorry but I have no further ideas...

webmux.pl already uses Apache::Cookie ...

Anyone else any ideas why RT should be losing POST'ed data ?

Greg

> 
> Greetings,
> 
> Roland
>



From darrinw at nixc.net  Wed Oct 10 10:28:42 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 10 Oct 2001 14:28:42 +0000
Subject: [rt-users] Login problems with post/get
In-Reply-To: <Pine.LNX.4.33.0110101318580.7414-100000@guru.intranet.xebec.de>; from rherget@xebec.de on Wed, Oct 10, 2001 at 01:25:26PM +0200
References: <3BC42BBF.630243B1@rubberplant.freeserve.co.uk> <Pine.LNX.4.33.0110101318580.7414-100000@guru.intranet.xebec.de>
Message-ID: <20011010142842.E67637@nixc.net>

  |+ I had exactly this problem with RT 2.0.0. After changing a few things
  |+ (CGI::Cookie to Apache::Cookie in webmux.pl) it worked fine for me...

RT requests both CGI::Cookie and Apache::Cookie.  If you have both of
these installed, you should not have to make any modifications to
webmux.pl.

-darrin




From gjjc at rubberplant.freeserve.co.uk  Wed Oct 10 11:03:48 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Wed, 10 Oct 2001 15:03:48 +0000
Subject: [rt-users] Login problems with post/get
References: <3BC42BBF.630243B1@rubberplant.freeserve.co.uk> <Pine.LNX.4.33.0110101318580.7414-100000@guru.intranet.xebec.de> <20011010142842.E67637@nixc.net>
Message-ID: <3BC46354.B86559BA@rubberplant.freeserve.co.uk>

Darrin Walton wrote:
> 
>   |+ I had exactly this problem with RT 2.0.0. After changing a few things
>   |+ (CGI::Cookie to Apache::Cookie in webmux.pl) it worked fine for me...
> 
> RT requests both CGI::Cookie and Apache::Cookie.  If you have both of
> these installed, you should not have to make any modifications to
> webmux.pl.
> 

I am still at a loss as to why posted data is going missing.

Hum ....

My only solution is to change all the posts to gets, but this is a
kludge.

Greg

> -darrin



From jesse at bestpractical.com  Wed Oct 10 11:07:09 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2001 11:07:09 -0400
Subject: [rt-users] Login problems with post/get
In-Reply-To: <3BC46354.B86559BA@rubberplant.freeserve.co.uk>; from gjjc@rubberplant.freeserve.co.uk on Wed, Oct 10, 2001 at 03:03:48PM +0000
References: <3BC42BBF.630243B1@rubberplant.freeserve.co.uk> <Pine.LNX.4.33.0110101318580.7414-100000@guru.intranet.xebec.de> <20011010142842.E67637@nixc.net> <3BC46354.B86559BA@rubberplant.freeserve.co.uk>
Message-ID: <20011010110709.Q1623@pallas.fsck.com>

On Wed, Oct 10, 2001 at 03:03:48PM +0000, Greg Cope wrote:
> I am still at a loss as to why posted data is going missing.
> 
> Hum ....
> 
> My only solution is to change all the posts to gets, but this is a
> kludge.

And it's dangerous.  I'd recommend making sure that CGI.pm, libapreq
and HTML::Mason are all up to date and fully functional. (Reinstall all of them)

> 
> Greg
> 
> > -darrin
> 
> _______________________________________________
> 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  Wed Oct 10 11:12:35 2001
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 10 Oct 2001 11:12:35 -0400
Subject: [rt-users] Login problems with post/get
In-Reply-To: <3BC46354.B86559BA@rubberplant.freeserve.co.uk>
References: <3BC42BBF.630243B1@rubberplant.freeserve.co.uk>
	<Pine.LNX.4.33.0110101318580.7414-100000@guru.intranet.xebec.de>
	<20011010142842.E67637@nixc.net>
	<3BC46354.B86559BA@rubberplant.freeserve.co.uk>
Message-ID: <15300.25955.803612.560944@onceler.kciLink.com>

>>>>> "GC" == Greg Cope <gjjc at rubberplant.freeserve.co.uk> writes:

GC> I am still at a loss as to why posted data is going missing.

GC> Hum ....

Are you doing some sort of internal or external redirect?



From gjjc at rubberplant.freeserve.co.uk  Wed Oct 10 11:20:28 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Wed, 10 Oct 2001 15:20:28 +0000
Subject: [rt-users] Login problems with post/get
References: <3BC42BBF.630243B1@rubberplant.freeserve.co.uk>
		<Pine.LNX.4.33.0110101318580.7414-100000@guru.intranet.xebec.de>
		<20011010142842.E67637@nixc.net>
		<3BC46354.B86559BA@rubberplant.freeserve.co.uk> <15300.25955.803612.560944@onceler.kciLink.com>
Message-ID: <3BC4673C.FCD9729B@rubberplant.freeserve.co.uk>

Vivek Khera wrote:
> 
> >>>>> "GC" == Greg Cope <gjjc at rubberplant.freeserve.co.uk> writes:
> 
> GC> I am still at a loss as to why posted data is going missing.
> 
> GC> Hum ....
> 
> Are you doing some sort of internal or external redirect?

No, nothing so fancy ...

Greg



From Rich.West at wesmo.com  Wed Oct 10 11:50:01 2001
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 10 Oct 2001 11:50:01 -0400
Subject: [rt-users] rt doesn't send mail
References: <Pine.OSF.4.32.0109260232140.19474-100000@emerald.tufts.edu>
Message-ID: <3BC46E29.4080304@wesmo.com>

The email gateway is for the _receiving_ of mail, not the sending of it. :)

Anyhow, I just experienced the same problem.  Darned thing was working 
on Monday and there was much rejoicing.

I went and ran through a couple of tests yesterday before giving the 
go-ahead to put it into production, and the darn thing doesn't even 
think about sending email.  Nothing shows up in the sendmail logs (not 
even the attempt at a connection).  The reply from within RT2 (let's 
say, an admin replies to an open ticket) does go into the database and 
it _acts_ like the message was sent...

but nothing.. no email message, nothing in the sendmail logs.. any RT 
logs or something that I can check?

I'm severely tempted to remove RT2 and re-install it, but, honestly, I 
would rather not...

-Rich


Sheeri Kritzer wrote:

>On Tue, 25 Sep 2001, [iso-8859-1] Marc Schr?tel wrote:
>
>>houston we've got a problem...
>>my RT doesn't want to send mail...
>>RT receives mail correctly, creates the ticket but sends no mail.
>>relay is configured correctlyand i can write mail from this server.
>>i have the following scrips on this queue:
>>OnCorrespond AutoreplyToRequestors with template AutoRespondOnCreation
>>OnCreate NotifyRequestors with template Autoreply
>>
>>any ideas?
>>
>
>Did you set up the gateways properly?  ie, in section 7.1 of the
>installation and configuration manual, "Configuring the email gateway"
>
>7.1 Configuring the email gateway
>An alias for the initial queue will need to be made in either your
>global mail aliases file (if you are using NIS) or locally on your
>machine.
>
>Add the following lines to /etc/aliases (or your local equivalent) :
>
>rt-comment: "|/path/to/rt2/bin/rt-mailgate --queue general --action
>comment"
>rt:         "|/path/to/rt2/bin/rt-mailgate --queue general --action
>correspond"
>
-- 
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 jesse at bestpractical.com  Wed Oct 10 12:03:27 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2001 12:03:27 -0400
Subject: [rt-users] rt doesn't send mail
In-Reply-To: <3BC46E29.4080304@wesmo.com>; from Rich.West@wesmo.com on Wed, Oct 10, 2001 at 11:50:01AM -0400
References: <Pine.OSF.4.32.0109260232140.19474-100000@emerald.tufts.edu> <3BC46E29.4080304@wesmo.com>
Message-ID: <20011010120327.R1623@pallas.fsck.com>

Are you using sendmail or sendmailpipe?  What mta? are you using sendmail without turning off FriendlyToLines? is there anything in your mail logs?


On Wed, Oct 10, 2001 at 11:50:01AM -0400, Rich West wrote:
> The email gateway is for the _receiving_ of mail, not the sending of it. :)
> 
> Anyhow, I just experienced the same problem.  Darned thing was working 
> on Monday and there was much rejoicing.
> 
> I went and ran through a couple of tests yesterday before giving the 
> go-ahead to put it into production, and the darn thing doesn't even 
> think about sending email.  Nothing shows up in the sendmail logs (not 
> even the attempt at a connection).  The reply from within RT2 (let's 
> say, an admin replies to an open ticket) does go into the database and 
> it _acts_ like the message was sent...
> 
> but nothing.. no email message, nothing in the sendmail logs.. any RT 
> logs or something that I can check?
> 
> I'm severely tempted to remove RT2 and re-install it, but, honestly, I 
> would rather not...
> 
> -Rich
> 
> 
> Sheeri Kritzer wrote:
> 
> >On Tue, 25 Sep 2001, [iso-8859-1] Marc Schr?tel wrote:
> >
> >>houston we've got a problem...
> >>my RT doesn't want to send mail...
> >>RT receives mail correctly, creates the ticket but sends no mail.
> >>relay is configured correctlyand i can write mail from this server.
> >>i have the following scrips on this queue:
> >>OnCorrespond AutoreplyToRequestors with template AutoRespondOnCreation
> >>OnCreate NotifyRequestors with template Autoreply
> >>
> >>any ideas?
> >>
> >
> >Did you set up the gateways properly?  ie, in section 7.1 of the
> >installation and configuration manual, "Configuring the email gateway"
> >
> >7.1 Configuring the email gateway
> >An alias for the initial queue will need to be made in either your
> >global mail aliases file (if you are using NIS) or locally on your
> >machine.
> >
> >Add the following lines to /etc/aliases (or your local equivalent) :
> >
> >rt-comment: "|/path/to/rt2/bin/rt-mailgate --queue general --action
> >comment"
> >rt:         "|/path/to/rt2/bin/rt-mailgate --queue general --action
> >correspond"
> >
> -- 
> Richard West                   $14.95 Registrations      mailto:rwest at wesmo.com
> Wesmo Computer Services        .com .net .org .tv .cc    http://www.wesmo.com
> Full Domain & Web Hosting      .BIZ .INFO & MORE!! 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From Rich.West at wesmo.com  Wed Oct 10 12:15:17 2001
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 10 Oct 2001 12:15:17 -0400
Subject: [rt-users] rt doesn't send mail
References: <C6E6A723C42DD511B9D5009027C3933AD69DD5@messagerie.dauphin-affichage.com>
Message-ID: <3BC47415.7020609@wesmo.com>

This seems to always happen to me: I work on a problem, get to the point 
where I actually break down and send an email off to a mailing list 
describing the problem and asking for help.  Then, after sending the 
email, I go back to tinkering with it, and voila, I fix it. :)

Yes, yes.. I feel like a dummy.  RT wasn't configured to repond to the 
requestor.  Duh..  I'll go into the corner now and put my dunce cap on 
for 5 minutes.

:)

Thanks!
-Rich


THAUVIN Blaise (Informatique) wrote:

> Hi,
>
> Did you check that you configured RT to actually send mail (ie: 
> created scripts to send mail for "on correspond", "on create"....)
>
> I know it may sound obvious, but that's the mistake I did, and it took 
> me some time to figure it out.
>
> Blaise
>
> -----Message d'origine-----
> De : Rich West [ mailto:Rich.West at wesmo.com ]
> Envoy? : mercredi 10 octobre 2001 17:50
> Cc : Sheeri Kritzer; Marc Schr?tel; rt-users at lists.fsck.com
> Objet : Re: [rt-users] rt doesn't send mail
>
>
> The email gateway is for the _receiving_ of mail, not the sending of 
> it. :)
>
> Anyhow, I just experienced the same problem.  Darned thing was working
> on Monday and there was much rejoicing.
>
> I went and ran through a couple of tests yesterday before giving the
> go-ahead to put it into production, and the darn thing doesn't even
> think about sending email.  Nothing shows up in the sendmail logs (not
> even the attempt at a connection).  The reply from within RT2 (let's
> say, an admin replies to an open ticket) does go into the database and
> it _acts_ like the message was sent...
>
> but nothing.. no email message, nothing in the sendmail logs.. any RT
> logs or something that I can check?
>
> I'm severely tempted to remove RT2 and re-install it, but, honestly, I
> would rather not...
>
> -Rich
>
>
> Sheeri Kritzer wrote:
>
> >On Tue, 25 Sep 2001, [iso-8859-1] Marc Schr?tel wrote:
> >
> >>houston we've got a problem...
> >>my RT doesn't want to send mail...
> >>RT receives mail correctly, creates the ticket but sends no mail.
> >>relay is configured correctlyand i can write mail from this server.
> >>i have the following scrips on this queue:
> >>OnCorrespond AutoreplyToRequestors with template AutoRespondOnCreation
> >>OnCreate NotifyRequestors with template Autoreply
> >>
> >>any ideas?
> >>
> >
> >Did you set up the gateways properly?  ie, in section 7.1 of the
> >installation and configuration manual, "Configuring the email gateway"
> >
> >7.1 Configuring the email gateway
> >An alias for the initial queue will need to be made in either your
> >global mail aliases file (if you are using NIS) or locally on your
> >machine.
> >
> >Add the following lines to /etc/aliases (or your local equivalent) :
> >
> >rt-comment: "|/path/to/rt2/bin/rt-mailgate --queue general --action
> >comment"
> >rt:         "|/path/to/rt2/bin/rt-mailgate --queue general --action
> >correspond"
> >
>

-- 
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 gjjc at rubberplant.freeserve.co.uk  Wed Oct 10 12:49:13 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Wed, 10 Oct 2001 16:49:13 +0000
Subject: [rt-users] Login problems with post/get
References: <3BC42BBF.630243B1@rubberplant.freeserve.co.uk> <Pine.LNX.4.33.0110101318580.7414-100000@guru.intranet.xebec.de> <20011010142842.E67637@nixc.net> <3BC46354.B86559BA@rubberplant.freeserve.co.uk> <20011010110709.Q1623@pallas.fsck.com>
Message-ID: <3BC47C09.15042D4F@rubberplant.freeserve.co.uk>

Jesse Vincent wrote:
> 
> On Wed, Oct 10, 2001 at 03:03:48PM +0000, Greg Cope wrote:
> > I am still at a loss as to why posted data is going missing.
> >
> > Hum ....
> >
> > My only solution is to change all the posts to gets, but this is a
> > kludge.
> 
> And it's dangerous.  I'd recommend making sure that CGI.pm, libapreq
> and HTML::Mason are all up to date and fully functional. (Reinstall all of them)
> 

Recomplied the lot.

HTML::Mason fails test with apache for no apparent reason!

Any clue appreciated.

Greg


> >
> > Greg
> >
> > > -darrin
> >
> > _______________________________________________
> > 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 wozz+rt at wookie.net  Wed Oct 10 13:07:23 2001
From: wozz+rt at wookie.net (Wozz)
Date: Wed, 10 Oct 2001 11:07:23 -0600
Subject: [rt-users] Keyword based ACL's
Message-ID: <20011010110722.C14893@luvewe.bonch.org>

Is it possible to restrict access to viewing tickets based on Keywords?
What I'd like to do is provide a 'generic' account to some of customer
service personnel to allow them to view tickets, but only those tickets
which have certain keywords assigned to them.  In rt 1.* we used seperate
queues to achieve this, but it requires the extra step of moving tickets
between queues and I'd like to avoid that if possible.  



From richard.soderberg at databuilt.com  Wed Oct 10 13:31:51 2001
From: richard.soderberg at databuilt.com (Richard Soderberg)
Date: Wed, 10 Oct 2001 13:31:51 -0400
Subject: [rt-users] Keyword based ACL's
Message-ID: <245D3383FB8F0C469218514273488A270383D0@hh-nts01.databuilt.com>

> Is it possible to restrict access to viewing tickets based on 
> Keywords? What I'd like to do is provide a 'generic' account
> to some of customer service personnel to allow them to view
> tickets, but only those tickets which have certain keywords
> assigned to them.  In rt 1.* we used seperate queues to
> achieve this, but it requires the extra step of moving tickets
> between queues and I'd like to avoid that if possible.  

Keyword-based ACLs could be useful to us here if we were using Keywords;
it also fills a gap in the ACLs, where Groups, Queues, Global, and Users
all have ACLs, and Keywords don't.  I'm not savvy enough yet to add an
entire ACL structure, though.

R.



From jesse at bestpractical.com  Wed Oct 10 13:36:51 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2001 13:36:51 -0400
Subject: [rt-users] Keyword based ACL's
In-Reply-To: <20011010110722.C14893@luvewe.bonch.org>; from wozz+rt@wookie.net on Wed, Oct 10, 2001 at 11:07:23AM -0600
References: <20011010110722.C14893@luvewe.bonch.org>
Message-ID: <20011010133651.T1623@pallas.fsck.com>

no. but what you can do is make those support reps ccs or admin ccs and
grant rights to ccs or admin ccs.

	-j


On Wed, Oct 10, 2001 at 11:07:23AM -0600, Wozz wrote:
> Is it possible to restrict access to viewing tickets based on Keywords?
> What I'd like to do is provide a 'generic' account to some of customer
> service personnel to allow them to view tickets, but only those tickets
> which have certain keywords assigned to them.  In rt 1.* we used seperate
> queues to achieve this, but it requires the extra step of moving tickets
> between queues and I'd like to avoid that if possible.  
> 
> _______________________________________________
> 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  Wed Oct 10 15:32:46 2001
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 10 Oct 2001 15:32:46 -0400
Subject: [rt-users] Attachements in correspondence
Message-ID: <15300.41566.300019.875412@onceler.kciLink.com>

Looking in the archives, I see this message:

http://lists.fsck.com/pipermail/rt-users/2001-October/004648.html

In which Jesse says:

 You'll need to rewrite RT::Action::Notify to do that. 

 On Fri, Oct 05, 2001 at 05:27:53PM +0200, Staffan Larsen wrote:

 > How do I set up RT 2.0.7 to send attachments in correspondence? We often
 > reply to a ticket with an attachement of somekind (i.e testcase). This
 > attachment is not included in the email sent to the Requestor or to

Now, with all due respect, WTF is the point of the Attach dialog box
in the reply form?  If it doesn't do what you expect, it should just
go away.

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



From jesse at bestpractical.com  Wed Oct 10 16:19:40 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2001 16:19:40 -0400
Subject: [rt-users] Attachements in correspondence
In-Reply-To: <15300.41566.300019.875412@onceler.kciLink.com>; from khera@kcilink.com on Wed, Oct 10, 2001 at 03:32:46PM -0400
References: <15300.41566.300019.875412@onceler.kciLink.com>
Message-ID: <20011010161940.A1623@pallas.fsck.com>

On Wed, Oct 10, 2001 at 03:32:46PM -0400, Vivek Khera wrote:
> Now, with all due respect, WTF is the point of the Attach dialog box
> in the reply form?  If it doesn't do what you expect, it should just
> go away.

It attaches it to the _ticket_.  If you need the functionality, either implement
it, have me implement it, or pipe down.


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



From mwj99 at doc.ic.ac.uk  Wed Oct 10 16:40:21 2001
From: mwj99 at doc.ic.ac.uk (Matt Johnson)
Date: Wed, 10 Oct 2001 21:40:21 +0100 (BST)
Subject: [rt-users] Funky exim rules and kerberos integration with RT2
Message-ID: <Pine.LNX.4.40.0110102100010.3036-100000@clannad.doc.ic.ac.uk>

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

Hi,

I've been looking at RT2 (with a view to possibly replacing our current
request-tracking system), and testing to see what it can do.

Overall, I am *very* impressed. Big kudos to Jesse for an excellent
system. :)

During the setup of the test machine, I had to do some interesting
configuration to get RT2 to "play nice" with the rest of our Linux
setup -- here's the results, just for people's reference.

1) Exim configuration

RT2 was installed on my desktop machine (i.e. webserver, postgres server
and rt2) for testing. Our desktop systems (and our webservers, as a
matter of fact) are all configured as follows, mailwise:

* Anything outside of our organizational domain (.example.org) or
addressed to <localpart>@example.org, send it straight to our
smarthosts.
* Anything addressed to <localpart>@hostname.example.org should be
rewritten to the form <localpart>@example.org, then forwarded to the
smarthosts.

(This is in order to make command-line `mail` incantations work, e.g.
`mail root` actually reaches system administrators.)

However, this causes problems for RT. I decided to use the rather natty
Exim setup listed in the configuration guide (supporting addresses such
as rt-help+correspond at rt-host).

During this testing phase, I wanted to be able to mail
rt-queue+action at rt-host.example.org and have it handled by RT2, without
it getting clobbered by the rules mentioned above. I also wanted to be
able to mail queue at rt-host... and have it handled as
rt-queue+correspond.

The resulting exim config was complex. :)

The Transport configuration remained identical to that shown in the
Installation docs. However, the directors needed some work. :)

The first director was:

reqtracker_aliases:
  driver = aliasfile
  condition = ${if match{$domain}{^rt\-host\.example\.org}{1}{0}}
  file = /etc/rtaliases
  search_type = lsearch

Which looks at /etc/rtaliases and converts the short queue@ to
rt-queue+correspond. I also included a condition line, in order to
push any mail *not* explicitly addressed to rt-host throught to the next
director.

The next director was:

reqtracker_real:
  driver = smartuser
  condition = ${if and {{match{$domain}{^rt\-host\.example.org}}
                        {match{$local_part_prefix}{^rt\-}}} {1} {0}}
  suffix = +*
  prefix = *-
  new_address = ${quote:${lc:${local_part}}}@${domain}
  transport = reqtracker

(That condition should be one long line.)

This looks very similar to the director listed in the Installation
Guide, but with the important addition of the condition.

Exim's smartuser is greedy and will match anything it can get its grubby
mitts on. Fortunately, we know that none of our usernames contain
hyphens or plus signs, and thus no "real user" can be called
'rt-'something.

Our final director is a redirecting smartuser, with no condition, with a
simple new_address rewrite. (not included, this isn't an exim
programming reference :-))

This setup has the advantage of making sure all aliases we want get
routed to RT2, that all RT's "internal" mail addresses are routed
correctly, and (most importantly) maintains the status quo that
<localpart>@hostname.example.org still gets rewritten and bounced to the
mailhost.

2) Kerberos integration

Our network uses Kerberos5 authentication for users, and it is very
desirable to have a single set of usernames and passwords for access to
all network resources, including RT2. Thanks to Jesse including the
$WebExternalAuth switch, this was made extremely easy -- but for one
snag. :-)

As shipped, RT2 says that although you can delegate authentication to
the webserver, the users must already exist in RT2's user database
before they can access the web interface. This is not desirable for our
purposes -- all users should be able to go to the RT2 site and view the
system, no matter if they have mailed a request or have been manually
created. (The main reason that we're happy to go in this direction is
because of our single authoritative Kerberos setup.)

In order to get Kerberos authentication working, I rebuilt Apache 1.3.20
with mod_auth_kerb
<http://stonecold.unity.ncsu.edu/software/mod_auth_kerb/>, and also with
mod_ssl <http://www.modssl.org>, because we don't like our system
passwords flying in plaintext over the wire. Once mod_auth_kerb is set
up correctly (fairly easy, given the docs), I modified the httpd.conf
thusly:

<VirtualHost x.x.x.x>
DocumentRoot /usr/local/rt2/WebRT/html
ServerName rt-host.example.org
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location />
 ############
 # KERBERISATION
 ############
 AuthType KerberosV5
 AuthName "Kerberos Login"
 KrbAuthRealm EXAMPLE.ORG
 Require valid-user
 ############
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

(You will obviously want to change the kerberos realm.)

This gets the $ENV{REMOTE_USER} part working, and now setting
$WebExternalAuth high in config.pm will successfully delegate
authentication. However, this doesn't fix the problem of "all users
should be implicitly authorized".

Fixing this is a patch to the autohandler in WebRT/html/, a diff
follows. You will need to modify the @example.org to something suitable
for your setup.

(start of diff)
- --- autohandler-orig	Wed Oct 10 12:48:10 2001
+++ autohandler	Wed Oct 10 14:12:15 2001
@@ -16,9 +16,26 @@
     $session{'CurrentUser'} = RT::CurrentUser->new();
     $session{'CurrentUser'}->Load($user);
     unless ($session{'CurrentUser'}->id() ) {
- -        delete $session{'CurrentUser'};
- -        $m->comp('/Elements/Login', %ARGS, Error=> 'You are not an authorized user');
- -        $m->abort();
+         # Create a new user.
+         my $emailaddress = $user . '@example.org';
+         my ($UserFoundInExternalDatabase, %UserInfo) = RT::LookupExternalUserInfo($emailaddress, $user);
+
+         foreach my $key (keys %UserInfo) {
+             my $value = $UserInfo{$key};
+             print STDERR "$key: $value\n";
+         }
+         my $NewUser = RT::User->new($RT::SystemUser);
+
+         $NewUser->Create(Name => $ENV{'REMOTE_USER'},
+                          EmailAddress => $emailaddress,
+                          RealName => $UserInfo{'RealName'},
+                          Password => undef,
+                          Gecos => $ENV{'REMOTE_USER'},
+                          Privileged => 0,
+                          Comments => 'Autocreated on Kerberos Login to web'
+                         );
+
+         $session{'CurrentUser'}->LoadByEmail($emailaddress);
     }
 }

(end of diff)

I have also written a LookupExternalUserInfo for the local password
database (getpwnam()). You can find it at:

http://www.doc.ic.ac.uk/~mwj99/GetPasswdData.txt

Hope this proves of use to somebody. :)

Regards,
- -- 
Matt Johnson <mwj99 at doc.ic.ac.uk>

"There are two ways to write error-free programs.
But only the third one works."
 - Graf, 'Murphys Computergesetze'
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

iD8DBQE7xLI5NHkw5OSqNcERAhF7AJwIDZGbCsN6IwqqByRiqGbchyA+AgCeJ2GD
+63LUkR5NnSmt61ryvNptjs=
=TT9s
-----END PGP SIGNATURE-----




From khera at kcilink.com  Wed Oct 10 16:49:13 2001
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 10 Oct 2001 16:49:13 -0400
Subject: [rt-users] Attachements in correspondence
In-Reply-To: <20011010161940.A1623@pallas.fsck.com>
References: <15300.41566.300019.875412@onceler.kciLink.com>
	<20011010161940.A1623@pallas.fsck.com>
Message-ID: <15300.46153.419036.446831@onceler.kciLink.com>

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

JV> On Wed, Oct 10, 2001 at 03:32:46PM -0400, Vivek Khera wrote:
>> Now, with all due respect, WTF is the point of the Attach dialog box
>> in the reply form?  If it doesn't do what you expect, it should just
>> go away.

JV> It attaches it to the _ticket_.  If you need the functionality,
JV> either implement it, have me implement it, or pipe down.

Then I say it is in the wrong place.  Where the dialog box is now
implies to me that it is part of the reply message.  If it is not, it
should go someplace where you know you're only updating the ticket,
like "Basics".  IMO, it is a bad UI decision to put it where it is now
unless it sends along with the message.

Obviously, at least one other person on this list seems to think it
would send the attachment with the response.

Anyhow, in the "put up or shut up" category, 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.




From ayan.kayal at yale.edu  Wed Oct 10 17:23:18 2001
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Wed, 10 Oct 2001 17:23:18 -0400
Subject: [rt-users] status upon various types of correspondence...
Message-ID: <NDBBLGIJILLPLMJHFAFAMEGDCJAA.ayan.kayal@yale.edu>

So I was wondering how the status of a ticket changes based on additions to
the ticket. I'm currently running 2.0.5 (soon to be upgraded), so if any of
this has changed, let me know. Currently, it seems like, hitting "Take"
keeps a ticket in the "new" status. Commenting keeps it "new" as well, as
does replying. It seems like replying should "open" a ticket. Also, it
appears that the default behavior when a "stalled" ticket is replied to by
the requestor is keeping it "stalled." It seems like that should "open" the
ticket too. Any comments/rebuttals?

O-                         ~ARK




From sikora at inova.com.br  Wed Oct 10 17:34:24 2001
From: sikora at inova.com.br (Rodolfo Sikora)
Date: 10 Oct 2001 18:34:24 -0300
Subject: [rt-users] status upon various types of correspondence...
Message-ID: <20011010213431.7973.qmail@tequila.inova.com.br>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011010/06cef612/attachment.ksh>

From arp-rt2 at metachar.net  Wed Oct 10 18:27:49 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Wed, 10 Oct 2001 18:27:49 -0400
Subject: [rt-users] [fwd] Multiple instances of rt2 under one apache server.
Message-ID: <20011010182749.P13837@metachar.net>

Hi there.

	I've recently set up RT2. I've been through the docs, and the faq,
which so far is a bit sparse, but the mailing lists make up for that. 

I work for the IT group for a bank. We have different groups within the bank
that deals with "requests". Lets say for example: IT systems, IT development,
Facilities, and Operations. Each group will have their own administrative 
users, and each will have their own group of queues for assigning new tasks.

To accomodate this, I've layed out the configuration as follows

- unpack the RT software to /TOP/src
- from /TOP/src, install the software for the SITE:

  make install RT_PATH=/TOP/SITE DB_DATABASE=rt2_SITE

(where SITE is systems, development, facilities, operations, etc)

What I now need to do is to be able to get apache's configuration to support
each of these sites. I tried two methods:

- set up a virtualhost for request.domain.com. DocumentRoot for the vhost is
  /TOP. Set up <Location> containers for each SITE under /TOP. Within the
  location containers, I've added the perl handlers and external
  authentication.

[ SNIP ]
<VirtualHost X.X.X.15>
    DocumentRoot /TOP
    ServerName request.ccmc.commerzbank.com
    <Directory />
        Order deny,allow
        Deny from all
        Allow from X.X.*,Y.Y.*,Z.Z.*
    </Directory>
</VirtualHost>
<VirtualHost X.X.X.15>
    DocumentRoot /TOP
    ServerName request.domain.com
    <Directory />
        Order deny,allow
        Deny from all
        Allow from 190.20.*,10.196.*,10.197.*
    </Directory>
    <Location /demo>
        PerlModule Apache::DBI
        PerlFreshRestart On
        SetHandler perl-script
        PerlHandler RT::Mason
        PerlRequire /TOP/demo/bin/webmux.pl
        AuthName "Request System Authentication"
        AuthType Basic
        PerlSetVar myPDC PDC
        PerlSetVar myBDC BDC
        PerlSetVar myDOMAIN DOMAIN
        PerlAuthenHandler Apache::AuthenSmb
        require valid-user
    </Location>
    <Location /systems>
        PerlModule Apache::DBI
        PerlFreshRestart On
        SetHandler perl-script
        PerlHandler RT::Mason
        PerlRequire /TOP/systems/bin/webmux.pl
        AuthName "Request System Authentication"
        AuthType Basic
        PerlSetVar myPDC PDC
        PerlSetVar myBDC BDC
        PerlSetVar myDOMAIN DOMAIN
        PerlAuthenHandler Apache::AuthenSmb
        require valid-user
    </Location>
    [SNIP]
</VirtualHost>
[SNIP]

Using this configuration (plus mods to each config.pm to handle the MasonRoot
and WebExternalAuth along with the other site specific configs), I'm able to
point to the url http://request.domain.com/demo/WebRT/html/index.html to get
to the demo request system. Unfortunately, I cannot get to system, facilities
or development. When I start apache I get the following output:

Subroutine SetContentType redefined at /TOP/facilities/bin/webmux.pl line 88.
Subroutine CGIObject redefined at /TOP/facilities/bin/webmux.pl line 93.
Subroutine handler redefined at /TOP/facilities/bin/webmux.pl line 122.
Subroutine SetContentType redefined at /TOP/operations/bin/webmux.pl line 88.
Subroutine CGIObject redefined at /TOP/operations/bin/webmux.pl line 93.
Subroutine handler redefined at /TOP/operations/bin/webmux.pl line 122.
Subroutine SetContentType redefined at /TOP/systems/bin/webmux.pl line 88.
Subroutine CGIObject redefined at /TOP/systems/bin/webmux.pl line 93.
Subroutine handler redefined at /TOP/systems/bin/webmux.pl line 122.

Also, when I try to get to any of the other sites, I get this error in the
apache error log:

[Wed Oct 10 16:06:42 2001] [warn] [Mason] Cannot resolve file to component: /TOP/operations/WebRT/html/index.html (is file outside component root?)

My assumption, based on the fact that each "require webmux.pl" generates a
"redefined" error, is that the first (demo) rt2 instance is the only instance
that is used. This would also explain why the html for the other site is
considered "outside the component root".

I've also tried using separate virtualhosts for each instance, but no dice. I
get the same errors about webmux.pl. Thus I suspect its soemthing that perl is
doing thats keeping this from happening.

Note that the /TOP contains some html that allows people to select which
instance they want. I dont have this as the document root because I need to
allow non-users (guest users) to select the url that will allow them to
request a new task, and not all requesters are users. Thus the authentication
is done on the <Location> which is under the document root.

Is there an issue preventing me from running multiple RT instances under the
same apache configuration? Am I just doing something very wrong? 

Any ideas would be greatly appreciated.

Adam

p.s. this is rt2.0.8, perl 5.6.0, apache 1.3.20, mod_perl 1.26, and all the
perl modules listed in "make testdeps" for rt2.0.8



From jesse at bestpractical.com  Wed Oct 10 20:10:59 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2001 20:10:59 -0400
Subject: [rt-users] status upon various types of correspondence...
In-Reply-To: <NDBBLGIJILLPLMJHFAFAMEGDCJAA.ayan.kayal@yale.edu>; from ayan.kayal@yale.edu on Wed, Oct 10, 2001 at 05:23:18PM -0400
References: <NDBBLGIJILLPLMJHFAFAMEGDCJAA.ayan.kayal@yale.edu>
Message-ID: <20011010201059.C1623@pallas.fsck.com>

The basic idea behind the "new" status is that if a ticket isn't being deal
with by anyone yet, it should be marked as "new".

This is what my intent was when designing it:
	When anything other than mail from the requestor happens, the ticket 
	should pop open. 

	When a ticket is stalled and mail comes in from the requestor, it 
	should pop open. no other action should change the status.

This logic _should_ all be in scrips, not in the core, where it is now.

Somewhere around 2.0.5, bugs in a bunch of this got fixed, but I don't 
remember exactly what.

	-j

On Wed, Oct 10, 2001 at 05:23:18PM -0400, Ayan R. Kayal wrote:
> So I was wondering how the status of a ticket changes based on additions to
> the ticket. I'm currently running 2.0.5 (soon to be upgraded), so if any of
> this has changed, let me know. Currently, it seems like, hitting "Take"
> keeps a ticket in the "new" status. Commenting keeps it "new" as well, as
> does replying. It seems like replying should "open" a ticket. Also, it
> appears that the default behavior when a "stalled" ticket is replied to by
> the requestor is keeping it "stalled." It seems like that should "open" the
> ticket too. Any comments/rebuttals?
> 
> O-                         ~ARK
> 
> 
> _______________________________________________
> 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 hsinclai at speakeasy.net  Wed Oct 10 20:09:27 2001
From: hsinclai at speakeasy.net (hsinclai at speakeasy.net)
Date: Thu, 11 Oct 2001 00:09:27 UT
Subject: [rt-users] [fwd] Multiple instances of rt2 under one apache server.
Message-ID: <200110110009.f9B09RE09346@spidey.speakeasy.net>

Hmm. Did you look at trying NameVirtualHost directive? It uses separate config 'buckets'  so it might act very differently..

On Wed, 10 Oct 2001 18:27:49 -0400, Adam R Prato <arp-rt2 at metachar.net> wrote:

> Hi there.
> 
> 	I've recently set up RT2. I've been through the docs, and the faq,
> which so far is a bit sparse, but the mailing lists make up for that. 
> 
> I work for the IT group for a bank. We have different groups within the bank
> that deals with "requests". Lets say for example: IT systems, IT development,
> Facilities, and Operations. Each group will have their own administrative 
> users, and each will have their own group of queues for assigning new tasks.
> 
> To accomodate this, I've layed out the configuration as follows
> 
> - unpack the RT software to /TOP/src
> - from /TOP/src, install the software for the SITE:
> 
>   make install RT_PATH=/TOP/SITE DB_DATABASE=rt2_SITE
> 
> (where SITE is systems, development, facilities, operations, etc)
> 
> What I now need to do is to be able to get apache's configuration to support
> each of these sites. I tried two methods:
> 
> - set up a virtualhost for request.domain.com. DocumentRoot for the vhost is
>   /TOP. Set up <Location> containers for each SITE under /TOP. Within the
>   location containers, I've added the perl handlers and external
>   authentication.
> 
> [ SNIP ]
> <VirtualHost X.X.X.15>
>     DocumentRoot /TOP
>     ServerName request.ccmc.commerzbank.com
>     <Directory />
>         Order deny,allow
>         Deny from all
>         Allow from X.X.*,Y.Y.*,Z.Z.*
>     </Directory>
> </VirtualHost>
> <VirtualHost X.X.X.15>
>     DocumentRoot /TOP
>     ServerName request.domain.com
>     <Directory />
>         Order deny,allow
>         Deny from all
>         Allow from 190.20.*,10.196.*,10.197.*
>     </Directory>
>     <Location /demo>
>         PerlModule Apache::DBI
>         PerlFreshRestart On
>         SetHandler perl-script
>         PerlHandler RT::Mason
>         PerlRequire /TOP/demo/bin/webmux.pl
>         AuthName "Request System Authentication"
>         AuthType Basic
>         PerlSetVar myPDC PDC
>         PerlSetVar myBDC BDC
>         PerlSetVar myDOMAIN DOMAIN
>         PerlAuthenHandler Apache::AuthenSmb
>         require valid-user
>     </Location>
>     <Location /systems>
>         PerlModule Apache::DBI
>         PerlFreshRestart On
>         SetHandler perl-script
>         PerlHandler RT::Mason
>         PerlRequire /TOP/systems/bin/webmux.pl
>         AuthName "Request System Authentication"
>         AuthType Basic
>         PerlSetVar myPDC PDC
>         PerlSetVar myBDC BDC
>         PerlSetVar myDOMAIN DOMAIN
>         PerlAuthenHandler Apache::AuthenSmb
>         require valid-user
>     </Location>
>     [SNIP]
> </VirtualHost>
> [SNIP]
> 
> Using this configuration (plus mods to each config.pm to handle the MasonRoot
> and WebExternalAuth along with the other site specific configs), I'm able to
> point to the url http://request.domain.com/demo/WebRT/html/index.html to get
> to the demo request system. Unfortunately, I cannot get to system, facilities
> or development. When I start apache I get the following output:
> 
> Subroutine SetContentType redefined at /TOP/facilities/bin/webmux.pl line 88.
> Subroutine CGIObject redefined at /TOP/facilities/bin/webmux.pl line 93.
> Subroutine handler redefined at /TOP/facilities/bin/webmux.pl line 122.
> Subroutine SetContentType redefined at /TOP/operations/bin/webmux.pl line 88.
> Subroutine CGIObject redefined at /TOP/operations/bin/webmux.pl line 93.
> Subroutine handler redefined at /TOP/operations/bin/webmux.pl line 122.
> Subroutine SetContentType redefined at /TOP/systems/bin/webmux.pl line 88.
> Subroutine CGIObject redefined at /TOP/systems/bin/webmux.pl line 93.
> Subroutine handler redefined at /TOP/systems/bin/webmux.pl line 122.
> 
> Also, when I try to get to any of the other sites, I get this error in the
> apache error log:
> 
> [Wed Oct 10 16:06:42 2001] [warn] [Mason] Cannot resolve file to component: /TOP/operations/WebRT/html/index.html (is file outside component root?)
> 
> My assumption, based on the fact that each "require webmux.pl" generates a
> "redefined" error, is that the first (demo) rt2 instance is the only instance
> that is used. This would also explain why the html for the other site is
> considered "outside the component root".
> 
> I've also tried using separate virtualhosts for each instance, but no dice. I
> get the same errors about webmux.pl. Thus I suspect its soemthing that perl is
> doing thats keeping this from happening.
> 
> Note that the /TOP contains some html that allows people to select which
> instance they want. I dont have this as the document root because I need to
> allow non-users (guest users) to select the url that will allow them to
> request a new task, and not all requesters are users. Thus the authentication
> is done on the <Location> which is under the document root.
> 
> Is there an issue preventing me from running multiple RT instances under the
> same apache configuration? Am I just doing something very wrong? 
> 
> Any ideas would be greatly appreciated.
> 
> Adam
> 
> p.s. this is rt2.0.8, perl 5.6.0, apache 1.3.20, mod_perl 1.26, and all the
> perl modules listed in "make testdeps" for rt2.0.8
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From jesse at bestpractical.com  Wed Oct 10 20:23:51 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2001 20:23:51 -0400
Subject: [rt-users] [fwd] Multiple instances of rt2 under one apache server.
In-Reply-To: <20011010182749.P13837@metachar.net>; from arp-rt2@metachar.net on Wed, Oct 10, 2001 at 06:27:49PM -0400
References: <20011010182749.P13837@metachar.net>
Message-ID: <20011010202351.D1623@pallas.fsck.com>

mod_perl isn't compartmentalized within vhosts.  what you want to do 
is to set up each seperate RT instance on its own apache httpd running
on a high port bound to localhost. Then use mod_proxypass to pass 
connections off to the right subserver.  Or use the fastcgi handler.

	-j


On Wed, Oct 10, 2001 at 06:27:49PM -0400, Adam R Prato wrote:
> Hi there.
> 
> 	I've recently set up RT2. I've been through the docs, and the faq,
> which so far is a bit sparse, but the mailing lists make up for that. 
> 
> I work for the IT group for a bank. We have different groups within the bank
> that deals with "requests". Lets say for example: IT systems, IT development,
> Facilities, and Operations. Each group will have their own administrative 
> users, and each will have their own group of queues for assigning new tasks.
> 
> To accomodate this, I've layed out the configuration as follows
> 
> - unpack the RT software to /TOP/src
> - from /TOP/src, install the software for the SITE:
> 
>   make install RT_PATH=/TOP/SITE DB_DATABASE=rt2_SITE
> 
> (where SITE is systems, development, facilities, operations, etc)
> 
> What I now need to do is to be able to get apache's configuration to support
> each of these sites. I tried two methods:
> 
> - set up a virtualhost for request.domain.com. DocumentRoot for the vhost is
>   /TOP. Set up <Location> containers for each SITE under /TOP. Within the
>   location containers, I've added the perl handlers and external
>   authentication.
> 
> [ SNIP ]
> <VirtualHost X.X.X.15>
>     DocumentRoot /TOP
>     ServerName request.ccmc.commerzbank.com
>     <Directory />
>         Order deny,allow
>         Deny from all
>         Allow from X.X.*,Y.Y.*,Z.Z.*
>     </Directory>
> </VirtualHost>
> <VirtualHost X.X.X.15>
>     DocumentRoot /TOP
>     ServerName request.domain.com
>     <Directory />
>         Order deny,allow
>         Deny from all
>         Allow from 190.20.*,10.196.*,10.197.*
>     </Directory>
>     <Location /demo>
>         PerlModule Apache::DBI
>         PerlFreshRestart On
>         SetHandler perl-script
>         PerlHandler RT::Mason
>         PerlRequire /TOP/demo/bin/webmux.pl
>         AuthName "Request System Authentication"
>         AuthType Basic
>         PerlSetVar myPDC PDC
>         PerlSetVar myBDC BDC
>         PerlSetVar myDOMAIN DOMAIN
>         PerlAuthenHandler Apache::AuthenSmb
>         require valid-user
>     </Location>
>     <Location /systems>
>         PerlModule Apache::DBI
>         PerlFreshRestart On
>         SetHandler perl-script
>         PerlHandler RT::Mason
>         PerlRequire /TOP/systems/bin/webmux.pl
>         AuthName "Request System Authentication"
>         AuthType Basic
>         PerlSetVar myPDC PDC
>         PerlSetVar myBDC BDC
>         PerlSetVar myDOMAIN DOMAIN
>         PerlAuthenHandler Apache::AuthenSmb
>         require valid-user
>     </Location>
>     [SNIP]
> </VirtualHost>
> [SNIP]
> 
> Using this configuration (plus mods to each config.pm to handle the MasonRoot
> and WebExternalAuth along with the other site specific configs), I'm able to
> point to the url http://request.domain.com/demo/WebRT/html/index.html to get
> to the demo request system. Unfortunately, I cannot get to system, facilities
> or development. When I start apache I get the following output:
> 
> Subroutine SetContentType redefined at /TOP/facilities/bin/webmux.pl line 88.
> Subroutine CGIObject redefined at /TOP/facilities/bin/webmux.pl line 93.
> Subroutine handler redefined at /TOP/facilities/bin/webmux.pl line 122.
> Subroutine SetContentType redefined at /TOP/operations/bin/webmux.pl line 88.
> Subroutine CGIObject redefined at /TOP/operations/bin/webmux.pl line 93.
> Subroutine handler redefined at /TOP/operations/bin/webmux.pl line 122.
> Subroutine SetContentType redefined at /TOP/systems/bin/webmux.pl line 88.
> Subroutine CGIObject redefined at /TOP/systems/bin/webmux.pl line 93.
> Subroutine handler redefined at /TOP/systems/bin/webmux.pl line 122.
> 
> Also, when I try to get to any of the other sites, I get this error in the
> apache error log:
> 
> [Wed Oct 10 16:06:42 2001] [warn] [Mason] Cannot resolve file to component: /TOP/operations/WebRT/html/index.html (is file outside component root?)
> 
> My assumption, based on the fact that each "require webmux.pl" generates a
> "redefined" error, is that the first (demo) rt2 instance is the only instance
> that is used. This would also explain why the html for the other site is
> considered "outside the component root".
> 
> I've also tried using separate virtualhosts for each instance, but no dice. I
> get the same errors about webmux.pl. Thus I suspect its soemthing that perl is
> doing thats keeping this from happening.
> 
> Note that the /TOP contains some html that allows people to select which
> instance they want. I dont have this as the document root because I need to
> allow non-users (guest users) to select the url that will allow them to
> request a new task, and not all requesters are users. Thus the authentication
> is done on the <Location> which is under the document root.
> 
> Is there an issue preventing me from running multiple RT instances under the
> same apache configuration? Am I just doing something very wrong? 
> 
> Any ideas would be greatly appreciated.
> 
> Adam
> 
> p.s. this is rt2.0.8, perl 5.6.0, apache 1.3.20, mod_perl 1.26, and all the
> perl modules listed in "make testdeps" for rt2.0.8
> 
> _______________________________________________
> 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 Oct 10 20:43:10 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2001 20:43:10 -0400
Subject: [rt-users] Attachements in correspondence
In-Reply-To: <15300.46153.419036.446831@onceler.kciLink.com>; from khera@kcilink.com on Wed, Oct 10, 2001 at 04:49:13PM -0400
References: <15300.41566.300019.875412@onceler.kciLink.com> <20011010161940.A1623@pallas.fsck.com> <15300.46153.419036.446831@onceler.kciLink.com>
Message-ID: <20011010204310.E1623@pallas.fsck.com>

> Obviously, at least one other person on this list seems to think it
> would send the attachment with the response.

*nod*  We've actually had this one a few times before, too.  This addition
would be useful for more than just web updates, but also to send out attachments
that come in as part of MIME encoded mail messages.

I want this behaviour as well, It's just not high on my list. But I'd definitely
be happy to help you out making it go.

> 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?









> _______________________________________________
> 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 Adam.Clarke at StrategicData.com.au  Wed Oct 10 20:54:27 2001
From: Adam.Clarke at StrategicData.com.au (Adam Clarke)
Date: Thu, 11 Oct 2001 10:54:27 +1000
Subject: [rt-users] [fwd] Multiple instances of rt2 under one apache server.
References: <20011010182749.P13837@metachar.net> <20011010202351.D1623@pallas.fsck.com>
Message-ID: <00bd01c151ef$480957d0$0100a8c0@strategicdata.com.au>

Jesse,

Is the module you refer to actually mod_proxy rather than mod_proxypass in
which you need to enable the the "ProxyPass" Directive?

I did quick hunt on google and there are very few references to
mod_proxypass (your site being the most popular).

If so then this bit of doco
http://fsck.com/projects/rt/docs/2.0/manual.html#using_a_seperate_webserver_
with_
probably needs a minor correction also.

Cheers
Adam
----- Original Message -----
From: "Jesse Vincent" <jesse at bestpractical.com>
To: "Adam R Prato" <arp-rt2 at metachar.net>
Cc: <rt-users at lists.fsck.com>
Sent: Thursday, October 11, 2001 10:23 AM
Subject: Re: [rt-users] [fwd] Multiple instances of rt2 under one apache
server.


> mod_perl isn't compartmentalized within vhosts.  what you want to do
> is to set up each seperate RT instance on its own apache httpd running
> on a high port bound to localhost. Then use mod_proxypass to pass
> connections off to the right subserver.  Or use the fastcgi handler.
>
> -j
>
>
> On Wed, Oct 10, 2001 at 06:27:49PM -0400, Adam R Prato wrote:
> > Hi there.
> >
> > I've recently set up RT2. I've been through the docs, and the faq,
> > which so far is a bit sparse, but the mailing lists make up for that.
> >
> > I work for the IT group for a bank. We have different groups within the
bank
> > that deals with "requests". Lets say for example: IT systems, IT
development,
> > Facilities, and Operations. Each group will have their own
administrative
> > users, and each will have their own group of queues for assigning new
tasks.
> >
> > To accomodate this, I've layed out the configuration as follows
> >
> > - unpack the RT software to /TOP/src
> > - from /TOP/src, install the software for the SITE:
> >
> >   make install RT_PATH=/TOP/SITE DB_DATABASE=rt2_SITE
> >
> > (where SITE is systems, development, facilities, operations, etc)
> >
> > What I now need to do is to be able to get apache's configuration to
support
> > each of these sites. I tried two methods:
> >
> > - set up a virtualhost for request.domain.com. DocumentRoot for the
vhost is
> >   /TOP. Set up <Location> containers for each SITE under /TOP. Within
the
> >   location containers, I've added the perl handlers and external
> >   authentication.
> >
> > [ SNIP ]
> > <VirtualHost X.X.X.15>
> >     DocumentRoot /TOP
> >     ServerName request.ccmc.commerzbank.com
> >     <Directory />
> >         Order deny,allow
> >         Deny from all
> >         Allow from X.X.*,Y.Y.*,Z.Z.*
> >     </Directory>
> > </VirtualHost>
> > <VirtualHost X.X.X.15>
> >     DocumentRoot /TOP
> >     ServerName request.domain.com
> >     <Directory />
> >         Order deny,allow
> >         Deny from all
> >         Allow from 190.20.*,10.196.*,10.197.*
> >     </Directory>
> >     <Location /demo>
> >         PerlModule Apache::DBI
> >         PerlFreshRestart On
> >         SetHandler perl-script
> >         PerlHandler RT::Mason
> >         PerlRequire /TOP/demo/bin/webmux.pl
> >         AuthName "Request System Authentication"
> >         AuthType Basic
> >         PerlSetVar myPDC PDC
> >         PerlSetVar myBDC BDC
> >         PerlSetVar myDOMAIN DOMAIN
> >         PerlAuthenHandler Apache::AuthenSmb
> >         require valid-user
> >     </Location>
> >     <Location /systems>
> >         PerlModule Apache::DBI
> >         PerlFreshRestart On
> >         SetHandler perl-script
> >         PerlHandler RT::Mason
> >         PerlRequire /TOP/systems/bin/webmux.pl
> >         AuthName "Request System Authentication"
> >         AuthType Basic
> >         PerlSetVar myPDC PDC
> >         PerlSetVar myBDC BDC
> >         PerlSetVar myDOMAIN DOMAIN
> >         PerlAuthenHandler Apache::AuthenSmb
> >         require valid-user
> >     </Location>
> >     [SNIP]
> > </VirtualHost>
> > [SNIP]
> >
> > Using this configuration (plus mods to each config.pm to handle the
MasonRoot
> > and WebExternalAuth along with the other site specific configs), I'm
able to
> > point to the url http://request.domain.com/demo/WebRT/html/index.html to
get
> > to the demo request system. Unfortunately, I cannot get to system,
facilities
> > or development. When I start apache I get the following output:
> >
> > Subroutine SetContentType redefined at /TOP/facilities/bin/webmux.pl
line 88.
> > Subroutine CGIObject redefined at /TOP/facilities/bin/webmux.pl line 93.
> > Subroutine handler redefined at /TOP/facilities/bin/webmux.pl line 122.
> > Subroutine SetContentType redefined at /TOP/operations/bin/webmux.pl
line 88.
> > Subroutine CGIObject redefined at /TOP/operations/bin/webmux.pl line 93.
> > Subroutine handler redefined at /TOP/operations/bin/webmux.pl line 122.
> > Subroutine SetContentType redefined at /TOP/systems/bin/webmux.pl line
88.
> > Subroutine CGIObject redefined at /TOP/systems/bin/webmux.pl line 93.
> > Subroutine handler redefined at /TOP/systems/bin/webmux.pl line 122.
> >
> > Also, when I try to get to any of the other sites, I get this error in
the
> > apache error log:
> >
> > [Wed Oct 10 16:06:42 2001] [warn] [Mason] Cannot resolve file to
component: /TOP/operations/WebRT/html/index.html (is file outside component
root?)
> >
> > My assumption, based on the fact that each "require webmux.pl" generates
a
> > "redefined" error, is that the first (demo) rt2 instance is the only
instance
> > that is used. This would also explain why the html for the other site is
> > considered "outside the component root".
> >
> > I've also tried using separate virtualhosts for each instance, but no
dice. I
> > get the same errors about webmux.pl. Thus I suspect its soemthing that
perl is
> > doing thats keeping this from happening.
> >
> > Note that the /TOP contains some html that allows people to select which
> > instance they want. I dont have this as the document root because I need
to
> > allow non-users (guest users) to select the url that will allow them to
> > request a new task, and not all requesters are users. Thus the
authentication
> > is done on the <Location> which is under the document root.
> >
> > Is there an issue preventing me from running multiple RT instances under
the
> > same apache configuration? Am I just doing something very wrong?
> >
> > Any ideas would be greatly appreciated.
> >
> > Adam
> >
> > p.s. this is rt2.0.8, perl 5.6.0, apache 1.3.20, mod_perl 1.26, and all
the
> > perl modules listed in "make testdeps" for rt2.0.8
> >
> > _______________________________________________
> > 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  Wed Oct 10 21:01:50 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2001 21:01:50 -0400
Subject: [rt-users] [fwd] Multiple instances of rt2 under one apache server.
In-Reply-To: <00bd01c151ef$480957d0$0100a8c0@strategicdata.com.au>; from Adam.Clarke@StrategicData.com.au on Thu, Oct 11, 2001 at 10:54:27AM +1000
References: <20011010182749.P13837@metachar.net> <20011010202351.D1623@pallas.fsck.com> <00bd01c151ef$480957d0$0100a8c0@strategicdata.com.au>
Message-ID: <20011010210150.I1623@pallas.fsck.com>

*sheepish grin*
Er. right.  Thanks. I'll fix up the docs.

	-j


On Thu, Oct 11, 2001 at 10:54:27AM +1000, Adam Clarke wrote:
> Jesse,
> 
> Is the module you refer to actually mod_proxy rather than mod_proxypass in
> which you need to enable the the "ProxyPass" Directive?
> 
> I did quick hunt on google and there are very few references to
> mod_proxypass (your site being the most popular).
> 
> If so then this bit of doco
> http://fsck.com/projects/rt/docs/2.0/manual.html#using_a_seperate_webserver_
> with_
> probably needs a minor correction also.
> 
> Cheers
> Adam
> ----- Original Message -----
> From: "Jesse Vincent" <jesse at bestpractical.com>
> To: "Adam R Prato" <arp-rt2 at metachar.net>
> Cc: <rt-users at lists.fsck.com>
> Sent: Thursday, October 11, 2001 10:23 AM
> Subject: Re: [rt-users] [fwd] Multiple instances of rt2 under one apache
> server.
> 
> 
> > mod_perl isn't compartmentalized within vhosts.  what you want to do
> > is to set up each seperate RT instance on its own apache httpd running
> > on a high port bound to localhost. Then use mod_proxypass to pass
> > connections off to the right subserver.  Or use the fastcgi handler.
> >
> > -j
> >
> >
> > On Wed, Oct 10, 2001 at 06:27:49PM -0400, Adam R Prato wrote:
> > > Hi there.
> > >
> > > I've recently set up RT2. I've been through the docs, and the faq,
> > > which so far is a bit sparse, but the mailing lists make up for that.
> > >
> > > I work for the IT group for a bank. We have different groups within the
> bank
> > > that deals with "requests". Lets say for example: IT systems, IT
> development,
> > > Facilities, and Operations. Each group will have their own
> administrative
> > > users, and each will have their own group of queues for assigning new
> tasks.
> > >
> > > To accomodate this, I've layed out the configuration as follows
> > >
> > > - unpack the RT software to /TOP/src
> > > - from /TOP/src, install the software for the SITE:
> > >
> > >   make install RT_PATH=/TOP/SITE DB_DATABASE=rt2_SITE
> > >
> > > (where SITE is systems, development, facilities, operations, etc)
> > >
> > > What I now need to do is to be able to get apache's configuration to
> support
> > > each of these sites. I tried two methods:
> > >
> > > - set up a virtualhost for request.domain.com. DocumentRoot for the
> vhost is
> > >   /TOP. Set up <Location> containers for each SITE under /TOP. Within
> the
> > >   location containers, I've added the perl handlers and external
> > >   authentication.
> > >
> > > [ SNIP ]
> > > <VirtualHost X.X.X.15>
> > >     DocumentRoot /TOP
> > >     ServerName request.ccmc.commerzbank.com
> > >     <Directory />
> > >         Order deny,allow
> > >         Deny from all
> > >         Allow from X.X.*,Y.Y.*,Z.Z.*
> > >     </Directory>
> > > </VirtualHost>
> > > <VirtualHost X.X.X.15>
> > >     DocumentRoot /TOP
> > >     ServerName request.domain.com
> > >     <Directory />
> > >         Order deny,allow
> > >         Deny from all
> > >         Allow from 190.20.*,10.196.*,10.197.*
> > >     </Directory>
> > >     <Location /demo>
> > >         PerlModule Apache::DBI
> > >         PerlFreshRestart On
> > >         SetHandler perl-script
> > >         PerlHandler RT::Mason
> > >         PerlRequire /TOP/demo/bin/webmux.pl
> > >         AuthName "Request System Authentication"
> > >         AuthType Basic
> > >         PerlSetVar myPDC PDC
> > >         PerlSetVar myBDC BDC
> > >         PerlSetVar myDOMAIN DOMAIN
> > >         PerlAuthenHandler Apache::AuthenSmb
> > >         require valid-user
> > >     </Location>
> > >     <Location /systems>
> > >         PerlModule Apache::DBI
> > >         PerlFreshRestart On
> > >         SetHandler perl-script
> > >         PerlHandler RT::Mason
> > >         PerlRequire /TOP/systems/bin/webmux.pl
> > >         AuthName "Request System Authentication"
> > >         AuthType Basic
> > >         PerlSetVar myPDC PDC
> > >         PerlSetVar myBDC BDC
> > >         PerlSetVar myDOMAIN DOMAIN
> > >         PerlAuthenHandler Apache::AuthenSmb
> > >         require valid-user
> > >     </Location>
> > >     [SNIP]
> > > </VirtualHost>
> > > [SNIP]
> > >
> > > Using this configuration (plus mods to each config.pm to handle the
> MasonRoot
> > > and WebExternalAuth along with the other site specific configs), I'm
> able to
> > > point to the url http://request.domain.com/demo/WebRT/html/index.html to
> get
> > > to the demo request system. Unfortunately, I cannot get to system,
> facilities
> > > or development. When I start apache I get the following output:
> > >
> > > Subroutine SetContentType redefined at /TOP/facilities/bin/webmux.pl
> line 88.
> > > Subroutine CGIObject redefined at /TOP/facilities/bin/webmux.pl line 93.
> > > Subroutine handler redefined at /TOP/facilities/bin/webmux.pl line 122.
> > > Subroutine SetContentType redefined at /TOP/operations/bin/webmux.pl
> line 88.
> > > Subroutine CGIObject redefined at /TOP/operations/bin/webmux.pl line 93.
> > > Subroutine handler redefined at /TOP/operations/bin/webmux.pl line 122.
> > > Subroutine SetContentType redefined at /TOP/systems/bin/webmux.pl line
> 88.
> > > Subroutine CGIObject redefined at /TOP/systems/bin/webmux.pl line 93.
> > > Subroutine handler redefined at /TOP/systems/bin/webmux.pl line 122.
> > >
> > > Also, when I try to get to any of the other sites, I get this error in
> the
> > > apache error log:
> > >
> > > [Wed Oct 10 16:06:42 2001] [warn] [Mason] Cannot resolve file to
> component: /TOP/operations/WebRT/html/index.html (is file outside component
> root?)
> > >
> > > My assumption, based on the fact that each "require webmux.pl" generates
> a
> > > "redefined" error, is that the first (demo) rt2 instance is the only
> instance
> > > that is used. This would also explain why the html for the other site is
> > > considered "outside the component root".
> > >
> > > I've also tried using separate virtualhosts for each instance, but no
> dice. I
> > > get the same errors about webmux.pl. Thus I suspect its soemthing that
> perl is
> > > doing thats keeping this from happening.
> > >
> > > Note that the /TOP contains some html that allows people to select which
> > > instance they want. I dont have this as the document root because I need
> to
> > > allow non-users (guest users) to select the url that will allow them to
> > > request a new task, and not all requesters are users. Thus the
> authentication
> > > is done on the <Location> which is under the document root.
> > >
> > > Is there an issue preventing me from running multiple RT instances under
> the
> > > same apache configuration? Am I just doing something very wrong?
> > >
> > > Any ideas would be greatly appreciated.
> > >
> > > Adam
> > >
> > > p.s. this is rt2.0.8, perl 5.6.0, apache 1.3.20, mod_perl 1.26, and all
> the
> > > perl modules listed in "make testdeps" for rt2.0.8
> > >
> > > _______________________________________________
> > > 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 swl at cdsinc.com  Wed Oct 10 21:07:25 2001
From: swl at cdsinc.com (Steven W. Litras)
Date: Wed, 10 Oct 2001 15:07:25 -1000
Subject: [rt-users] Keywords thought...
Message-ID: <KLECKBHKBBIBNBFOFOEIGEMECIAA.swl@cdsinc.com>

Hi All-

    I'm somewhat new to RT. I've been playing around with it for a few
weeks, and I'm planning to implement it both for internal ticket tracking,
and customer ticket tracking. In order to be able to search a ticket based
on a customer, I've set up Customer name Keywords for the customer queue.
First off - if anyone sees a better way to do this, lemme know.

Secondly, we have an internal database of Customers that I don't really
wanna duplicate, so I was thinking about seeing if an external callback
feature could be added into the Keywords capability to allow it to hand off
Keyword look up, based on where it is in the tree, to an external script.
For example, if I'm doing a lookup based on the /Customers keyword
hierarchy, it subs it out to my script, but all other keywords go through
the normal method. Anybody out there already done this? If people think it
would be useful, I'd be willing to take a stab at it...

Thanks,
Steve


-------------- next part --------------
A non-text attachment was scrubbed...
Name: Steven W. Litras.vcf
Type: text/x-vcard
Size: 283 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011010/477d08a1/attachment.vcf>

From jesse at bestpractical.com  Wed Oct 10 21:38:15 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2001 21:38:15 -0400
Subject: [rt-users] Logging as comment? when Scrip emails are sent.
In-Reply-To: <20011009155920.615A311249@pallas.eruditorum.org>; from lists-mail-isp-rt-users@pgregg.com on Tue, Oct 09, 2001 at 04:59:09PM +0100
References: <20011009155920.615A311249@pallas.eruditorum.org>
Message-ID: <20011010213815.K1623@pallas.fsck.com>

why not have the script send mail to the user by way of RT?


On Tue, Oct 09, 2001 at 04:59:09PM +0100, Paul Gregg wrote:
> Hi all,
> 
> I've just joined this list (but I've looked through the archives)
> and didn't find anything on this, so here goes...
> 
> I setup RT2.0.7 a couple of days ago and have been testing it and everything
> is working the way it should be (using Qmail, etc - see PS at end)...
> 
> However:
> 
> What I want to achieve, is when a script emails the requestor (or anyone)
> I want it to add a message to the ticket saying "Emailed correspondence
> to joe at public.com" as a one-liner comment...  (something like those
> "jesse - Broken in 2.0.6 added" lines)
> 
> How can I go about this?  My 2 days of digging through the source
> hasn't yet led me to that eureka point where I understand it all yet ;)
> 
> Thanks,
> 
> Paul.
> 
> PS.  Qmail:
> 
> I wasn't too happy with the way that the FAQ suggested it should be setup so
> I did my own (other Qmail users might recognise me as the Qmail Single UID
> doc author, then again they may not!)
> 
> This setup assumes that you want to send a complete domains worth
> of email to RT, e.g. your queue addresses are general at rt.domain.com
> support at rt.domain.com, etc.
> 
> 1. Create /var/qmail/users/assign with the contents:
> +rtuser:rtuser:707:707:/var/qmail/virtualusers/rtuser:::
> .
> 
> (the single . on the last line is important)  707:707 are the uid:gid of
> your rtuser in /etc/passwd
> 
> and tell Qmail to use this for your domain add the line:
> rt.domain.com:rtuser
> 
> to /var/qmail/control/virtualdomains  (make sure rt.domain.com is in
> rcpthosts as well - but make sure is is NOT in locals)
> 
> 
> 2. Run qmail-newu
> 
> 3. Create the directory /var/qmail/virtualusers/rtuser:
> mkdir -p /var/qmail/virtualusers/rtuser
> chown rtuser.rtuser /var/qmail/virtualusers/rtuser
> 
> 4. Remove the setgid flag from rt-mailgate - it doesn't need it and you
>    won't need anything setgid now.
> chmod g-s /usr/local/rt2/rt-mailgate
> 
> 5. Create a .qmail-default file in /var/qmail/virtualusers/rtuser
> echo '|/usr/local/rt2/bin/rt-mailgate-tibus $LOCAL' > \
> 	/var/qmail/virtualusers/rtuser/.qmail-default
> 
> You can see that by now we're sending *ALL* email to anything at rt.domain.com
> to our new script /usr/local/rt2/bin/rt-mailgate-tibus
> 
> What is rt-mailgate-tibus?  Here it is:
> #!/usr/bin/perl -w
> 
> my $lvar = shift;
> my $action = ""; my $nextprog = "";
> $lvar =~ s/rtuser-//;
> 
> if ($lvar =~ s/-comment$//i || $lvar =~ s/comment$//i) {
>   $action = "comment";
> } else {
>   $action = "correspond";
> }
> 
> $nextprog = "/usr/local/rt2/bin/rt-mailgate --queue $lvar --action $action";
> 
> open(OUT, "|$nextprog");
> while (<STDIN>) {
>   print OUT $_;
> }
> close(OUT);
> 
> 
> now chmod a+rx rt-mailgate-tibus
> 
> Send a HUP to qmails and now all mails to whatever at rt.domain.com
> will be passed to your RT2 system - no need to create separate .qmail-
> files or .qmail-blahcomment for each list - all you have to do to make a
> new queue functional is create it in RT2.
> 
> Hope this is helpful to others.
> 
> Paul Gregg.
> 
> 
> _______________________________________________
> 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 Oct 10 22:02:46 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2001 22:02:46 -0400
Subject: [rt-users] Making RT send reminders
In-Reply-To: <03d001c150ec$011c7270$0b16160a@Desktop>; from matthew.zeier@thirdcoast.net on Tue, Oct 09, 2001 at 10:58:29AM -0700
References: <0110081035580K.23233@lord.www.nl.demon.net> <03d001c150ec$011c7270$0b16160a@Desktop>
Message-ID: <20011010220246.L1623@pallas.fsck.com>

I finally checked my "nag" script into CVS.  it's avaialbe in the contrib
arcives now.  it's really really trivial. but it's yet another example
of a tool using the RT api.

I invoke it from cron using this commandline:


/usr/bin/perl /opt/rt2/bin/nag | mail -s "Today's todo list" jesse


On Tue, Oct 09, 2001 at 10:58:29AM -0700, matthew zeier wrote:
> 
> 
> 
> > Isn't there anyone who can give me some pointers on how to make RT
> > (2-0-5_03) send reminders to ticket owners after a set period of time
> > (perhaps even on a per queue basis)? I'm still trying to figure this out
> > but to no avail.
> 
> This is in no way elegant but it works for our needs at the moment.  I'm
> using /opt/rt2/bin/rt to do give me a list of tickets that have been idle
> for IGNORED_DAYS.  I also check for any tickets owned by "nobody" regardless
> of when they've been last checked.
> 
> - mz



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



From gregw-rt-users at greg.cex.ca  Wed Oct 10 22:46:58 2001
From: gregw-rt-users at greg.cex.ca (Greg White)
Date: Wed, 10 Oct 2001 19:46:58 -0700
Subject: [rt-users] [fwd] Multiple instances of rt2 under one apache server.
In-Reply-To: <20011010202351.D1623@pallas.fsck.com>; from jesse@bestpractical.com on Wed, Oct 10, 2001 at 08:23:51PM -0400
References: <20011010182749.P13837@metachar.net> <20011010202351.D1623@pallas.fsck.com>
Message-ID: <20011010194658.V17943@greg.cex.ca>

On Wed, Oct 10, 2001 at 08:23:51PM -0400, Jesse Vincent wrote:
> mod_perl isn't compartmentalized within vhosts.  what you want to do 
> is to set up each seperate RT instance on its own apache httpd running
> on a high port bound to localhost. Then use mod_proxypass to pass 
> connections off to the right subserver.  Or use the fastcgi handler.
> 
> 	-j

Or, if it were me, running in a private address space (RFC1918 et. al)
simply bind each apache instance to a different local address. Sounds a
lot simpler to me...

-- 
Greg White



From andrew at rwts.com.au  Thu Oct 11 01:19:22 2001
From: andrew at rwts.com.au (Andrew Yager)
Date: Thu, 11 Oct 2001 15:19:22 +1000
Subject: [rt-users] Login problems with post/get
In-Reply-To: <3BC47C09.15042D4F@rubberplant.freeserve.co.uk>
Message-ID: <879842A8-BE07-11D5-BD56-0030656AB4F8@rwts.com.au>

It does that regularly from my experience - at least on every system 
i've played with so far...

force the install.

Andrew

On Thursday, October 11, 2001, at 02:49  AM, Greg Cope wrote:

> Jesse Vincent wrote:
>>
>> On Wed, Oct 10, 2001 at 03:03:48PM +0000, Greg Cope wrote:
>>> I am still at a loss as to why posted data is going missing.
>>>
>>> Hum ....
>>>
>>> My only solution is to change all the posts to gets, but this is a
>>> kludge.
>>
>> And it's dangerous.  I'd recommend making sure that CGI.pm, libapreq
>> and HTML::Mason are all up to date and fully functional. (Reinstall 
>> all of them)
>>
>
> Recomplied the lot.
>
> HTML::Mason fails test with apache for no apparent reason!
>
> Any clue appreciated.
>
> Greg
>
>
>>>
>>> Greg
>>>
>>>> -darrin
>>>
>>> _______________________________________________
>>> 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
>
>
_________________
Andrew Yager
Real World Technology Solutions
Real People Real SolUtions?
ph: (02) 9945 2567 fax: (02) 9945 2566
mob: 0405 15 2568
http://www.rwts.com.au/
_________________




From arp-rt2 at metachar.net  Thu Oct 11 01:25:38 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Thu, 11 Oct 2001 01:25:38 -0400
Subject: [fwd] Re: [rt-users] [fwd] Multiple instances of rt2 under one apache server.
Message-ID: <20011011012538.T13837@metachar.net>

* Greg White wrote on 10 Oct 2001:

> On Wed, Oct 10, 2001 at 08:23:51PM -0400, Jesse Vincent wrote:
> > mod_perl isn't compartmentalized within vhosts.  what you want to do 
> > is to set up each seperate RT instance on its own apache httpd running
> > on a high port bound to localhost. Then use mod_proxypass to pass 
> > connections off to the right subserver.  Or use the fastcgi handler.
> > 
> > 	-j
> 
> Or, if it were me, running in a private address space (RFC1918 et. al)
> simply bind each apache instance to a different local address. Sounds a
> lot simpler to me...

Thanks to everyone for their advice. I'm running apache on different high ports
rather than use an additional IP address. Wether I use an IP address or a
high port, I still have to maintain N number of configurations for N number of
RT instances.

The configuration now looks like:

    ProxyPass /demo       http://request.domain.com:8011/demo
    ProxyPass /systems    http://request.domain.com:8012/systems
    ProxyPass /facilities http://request.domain.com:8013/facilities
    ProxyPass /operations http://request.domain.com:8014/operations

(Yes, I'm still obfuscating our domain even though I was tired in the previous
email and leaked both the domain and the IP space used. How lame of me).

each of these apache configurations have a very typical instance of rt
configured:

<VirtualHost X.X.X.15>
    DocumentRoot /proj/request
    ServerName request.domain.com
        PerlModule Apache::DBI
        PerlFreshRestart On
        SetHandler perl-script
    <Directory />
        Order deny,allow
        Deny from all
        Allow from X.X.*,Y.Y.*,Z.Z.*
    </Directory>
    <Location /INSTANCE>
        PerlHandler RT::Mason
        PerlRequire /proj/request/INSTANCE/bin/webmux.pl
        AuthName "Request System Authentication"
        AuthType Basic
        PerlSetVar myPDC PDC
        PerlSetVar myBDC BDC
        PerlSetVar myDOMAIN DOMAIN
        PerlAuthenHandler Apache::AuthenSmb
        require valid-user
    </Location>
</VirtualHost>

I've modified my apache startup to look for /var/apache.* (I may investigate
something more elegant), and start up an apache process for each apache dir if
the httpd.config exists in /var/HTTPDIR/conf/httpd.conf

Onward to future rt battles...

Adam



From arp-rt2 at metachar.net  Thu Oct 11 01:40:31 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Thu, 11 Oct 2001 01:40:31 -0400
Subject: [fwd] Re: [rt-users] [fwd] Multiple instances of rt2 under one apache server.
In-Reply-To: <20011011012538.T13837@metachar.net>; from arp-rt2@metachar.net on Thu, Oct 11, 2001 at 01:25:38AM -0400
References: <20011011012538.T13837@metachar.net>
Message-ID: <20011011014031.U13837@metachar.net>

> each of these apache configurations have a very typical instance of rt
> configured:
> 
> <VirtualHost X.X.X.15>
>     DocumentRoot /proj/request
>     ServerName request.domain.com
>         PerlModule Apache::DBI
>         PerlFreshRestart On
>         SetHandler perl-script
>     <Directory />
>         Order deny,allow
>         Deny from all
>         Allow from X.X.*,Y.Y.*,Z.Z.*
>     </Directory>
>     <Location /INSTANCE>
>         PerlHandler RT::Mason
>         PerlRequire /proj/request/INSTANCE/bin/webmux.pl
>         AuthName "Request System Authentication"
>         AuthType Basic
>         PerlSetVar myPDC PDC
>         PerlSetVar myBDC BDC
>         PerlSetVar myDOMAIN DOMAIN
>         PerlAuthenHandler Apache::AuthenSmb
>         require valid-user
>     </Location>
> </VirtualHost>

Question.

Do you think it would be possible to move rt.jpg out of / and into /NoAuth? 
The reason I ask is because for some reason, the rt.jpg causes me to have
to type in the login/password twice in this configuration. First for the main
index.html, and then a second time for rt.jpg. If it moves to /NoAuth, I can
put a separate <Location> container that doesnt require any authentication,
which will fix this.

Or perhaps, the better answer is to cache the credentials better?

Comments?

Adam



From Rehan at nha.co.za  Thu Oct 11 05:49:22 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Thu, 11 Oct 2001 11:49:22 +0200
Subject: [rt-users] FW: Collaborative Project Management Sponsorship
Message-ID: <FD2EC577E876CA418D08460A64646FBD011243EE@titan.nha.co.za>

> Hi Everyone,
> 
> There has been a lot of talk/questions regarding the Project Management
> interface on the list.
> 
> Our company is willing to make a sizable contribution to the development
> of the RT Project Management interface.  We can, however, not sponsor the
> full project.  
> 
> Thus, we are trying to whip up a collaborative sponsorship to fund Jesse
> for this development.
> 
> If any of you would be interested in joining in such an effort, please
> contact me (I think the details of this is best discussed off-list)
> 
> We have an outline of what we require from the project, and would like to
> compare it to your requirements
> 
> 
> Rehan van der Merwe
> Neil Harvey & Associates
> +27 21 67092237/00
> Cape Town



From rt at netthink.co.uk  Thu Oct 11 05:55:49 2001
From: rt at netthink.co.uk (Simon Cozens)
Date: Thu, 11 Oct 2001 10:55:49 +0100
Subject: [rt-users] Perl.com article?
Message-ID: <20011011105549.A681@netthink.co.uk>

Would anyone be interested in doing a perl.com article on RT, how to
use it and what they're doing with it? I can't help thinking that a
tool like this deserves a wider audience.

Simon

-- 
> I'm a person, not a piece of property.
Happily, I'm both!
    - Lionel and Stephen Harris.



From Torsten.Fellhauer at ixpoint.de  Thu Oct 11 09:30:09 2001
From: Torsten.Fellhauer at ixpoint.de (Torsten Fellhauer)
Date: Thu, 11 Oct 2001 15:30:09 +0200
Subject: [rt-users] Bug? Scrips and Mails in RT2.0.8
Message-ID: <3BC59EE1.EF586EF4@ixpoint.de>

Hello,

I want to use a scrip notify users in group AdminCC on comments.
Everytime I write a comment, the following error shows up in syslog:

DSN: 'AdminCc of iXpoint-HelpDesk Ticket #187':;... List:; syntax
illegal for recipient addresses

Torsten




From lists-mail-isp-rt-users at pgregg.com  Thu Oct 11 09:35:23 2001
From: lists-mail-isp-rt-users at pgregg.com (Paul Gregg)
Date: Thu, 11 Oct 2001 14:35:23 +0100
Subject: [rt-users] Logging as comment? when Scrip emails are sent.
In-Reply-To: <20011010213815.K1623@pallas.fsck.com>
Message-ID: <20011011133538.9DE1611302@pallas.eruditorum.org>

I don't follow...  I'm reading your message as "Why not have RT email the
requestor"?

I already have RT replying to the requestor via Scripts, but I want it to add
a single line to the end of the ticket display noting that an email was sent to
the requestors email address (and also for any other emails sent, i.e.
to queue watchers etc).

I wouldn't want the scrip to email another email back into RT as a comment as
that would be too chunky in the display when a single oneline entry would
be better.

Hopefully this makes it clearer.

Regards,

Paul.

In article <20011010213815.K1623 at pallas.fsck.com> you wrote:
> why not have the script send mail to the user by way of RT?
> 
> 
> On Tue, Oct 09, 2001 at 04:59:09PM +0100, Paul Gregg wrote:
>> Hi all,
>> 
>> I've just joined this list (but I've looked through the archives)
>> and didn't find anything on this, so here goes...
>> 
>> I setup RT2.0.7 a couple of days ago and have been testing it and everything
>> is working the way it should be (using Qmail, etc - see PS at end)...
>> 
>> However:
>> 
>> What I want to achieve, is when a script emails the requestor (or anyone)
>> I want it to add a message to the ticket saying "Emailed correspondence
>> to joe at public.com" as a one-liner comment...  (something like those
>> "jesse - Broken in 2.0.6 added" lines)
>> 
>> How can I go about this?  My 2 days of digging through the source
>> hasn't yet led me to that eureka point where I understand it all yet ;)
>> 
>> Thanks,
>> 
>> Paul.




From rt at netthink.co.uk  Thu Oct 11 10:00:02 2001
From: rt at netthink.co.uk (Simon Cozens)
Date: Thu, 11 Oct 2001 15:00:02 +0100
Subject: [rt-users] Two Opera oddities
Message-ID: <20011011150002.A678@netthink.co.uk>

Dunno if this is a FAQ, but at least I know the answer...

User came to me today with two questions about RT and Opera. Firstly,
he found that clicking "Home" would seemingly log him out; second, he
found that clicking "Show brief headers" after "Show full headers"
would bring back a very different view of the ticket history.

Both of these were traced to problems with Opera's caching: for
the first problem, a refresh would take him from the login screen
to the proper home screen.

Maybe we need no-cache headers on some of the pages, or maybe Opera's
just trying to be too clever for its own good. One to be aware of,
anyway.

-- 
A Law of Computer Programming:
	Make it possible for programmers to write in English
	and you will find that programmers cannot write in English.



From jesse at bestpractical.com  Thu Oct 11 10:09:25 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 11 Oct 2001 10:09:25 -0400
Subject: [rt-users] Two Opera oddities
In-Reply-To: <20011011150002.A678@netthink.co.uk>; from rt@netthink.co.uk on Thu, Oct 11, 2001 at 03:00:02PM +0100
References: <20011011150002.A678@netthink.co.uk>
Message-ID: <20011011100925.D303@pallas.fsck.com>

a no-cache directive got added in 2.0.8. (or was it 2.0.7?) That
should take care of that.

	-j


On Thu, Oct 11, 2001 at 03:00:02PM +0100, Simon Cozens wrote:
> Dunno if this is a FAQ, but at least I know the answer...
> 
> User came to me today with two questions about RT and Opera. Firstly,
> he found that clicking "Home" would seemingly log him out; second, he
> found that clicking "Show brief headers" after "Show full headers"
> would bring back a very different view of the ticket history.
> 
> Both of these were traced to problems with Opera's caching: for
> the first problem, a refresh would take him from the login screen
> to the proper home screen.
> 
> Maybe we need no-cache headers on some of the pages, or maybe Opera's
> just trying to be too clever for its own good. One to be aware of,
> anyway.
> 
> -- 
> A Law of Computer Programming:
> 	Make it possible for programmers to write in English
> 	and you will find that programmers cannot write in English.
> 
> _______________________________________________
> 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 Oct 11 10:12:05 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 11 Oct 2001 10:12:05 -0400
Subject: [rt-users] Bug? Scrips and Mails in RT2.0.8
In-Reply-To: <3BC59EE1.EF586EF4@ixpoint.de>; from Torsten.Fellhauer@ixpoint.de on Thu, Oct 11, 2001 at 03:30:09PM +0200
References: <3BC59EE1.EF586EF4@ixpoint.de>
Message-ID: <20011011101205.E303@pallas.fsck.com>

Read RT's config file. you're using sendmail as your MTA without turning
off UseFriendlyToLines



On Thu, Oct 11, 2001 at 03:30:09PM +0200, Torsten Fellhauer wrote:
> Hello,
> 
> I want to use a scrip notify users in group AdminCC on comments.
> Everytime I write a comment, the following error shows up in syslog:
> 
> DSN: 'AdminCc of iXpoint-HelpDesk Ticket #187':;... List:; syntax
> illegal for recipient addresses
> 
> Torsten
> 
> 
> _______________________________________________
> 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  Thu Oct 11 10:20:14 2001
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Thu, 11 Oct 2001 10:20:14 -0400
Subject: [rt-users] Bug? Scrips and Mails in RT2.0.8
In-Reply-To: <3BC59EE1.EF586EF4@ixpoint.de>
References: <3BC59EE1.EF586EF4@ixpoint.de>
Message-ID: <9930000.1002810014@rushlight.kf8nh.apk.net>

On Thursday, October 11, 2001 15:30:09 +0200, Torsten.Fellhauer at ixpoint.de 
wrote:
+----
| DSN: 'AdminCc of iXpoint-HelpDesk Ticket #187':;... List:; syntax
| illegal for recipient addresses
+--->8

See etc/config.pm, sendmail is being annoying and requires that you flip a 
switch to make it happy.  (Since I keep tripping over this for other 
reasons and I can't find a justification for it, I've decided to hack 
sendmail.cf instead....)

-- 
brandon s. allbery    [os/2][linux][solaris][japh]   allbery at kf8nh.apk.net
system administrator       [WAY too many hats]         allbery at ece.cmu.edu
electrical and computer engineering                                  KF8NH
carnegie mellon university    ["better check the oblivious first" -ke6sls]



From gjjc at rubberplant.freeserve.co.uk  Tue Oct  9 12:47:28 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Tue, 09 Oct 2001 16:47:28 +0000
Subject: [rt-users] Can't login as root on new install
Message-ID: <3BC32A20.6C176A31@rubberplant.freeserve.co.uk>

Dear All

I've installed rt2.08 on a new dev server, and I cannot login as root.

rt appears to be talking to the db server ok, and mod_perl / apache seem
fine.

What could be the problem ?

Thanks

Greg



From dinodrac at magenet.net  Wed Oct 10 14:41:16 2001
From: dinodrac at magenet.net (Josh Rollyson)
Date: Wed, 10 Oct 2001 14:41:16 -0400
Subject: [rt-users] alternate addresses for queue
Message-ID: <20011010144116.L13795@summit.magenet.net>

A non-text attachment was scrubbed...
Name: msg.pgp
Type: application/pgp
Size: 879 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011010/9bd7c283/attachment.bin>

From Alexander.Kunz at nextra.de  Mon Oct  8 13:15:20 2001
From: Alexander.Kunz at nextra.de (Alexander Kunz)
Date: Mon, 8 Oct 2001 18:15:20 +0100
Subject: [rt-users] Error on reply to ticket
Message-ID: <276EB6B8E0847D42BB8471F5FC9EB34E0B880F@da-ex-02.intern.nextra.de>

Hi,

my config:
RT2.0.8
Postgres7.1.3

RT2 ist working nice, but I have some problems witch sending a replay or
resolve email to the requester. 
The auto-repay on create works without any problem.

here are a log (debug)

    DBD::Pg::st execute failed: ERROR:  Attribute main.base must be
GROUPed or used in an aggregate function at /usr/local/lib/perl5/sit
e_perl/5.6.1/DBIx/SearchBuilder.pm line 227, <GEN17> line 160.
DBIx::SearchBuilder error:ERROR:  Attribute main.base must be GROUPed or
used in an aggregate function
        Query String is SELECT count(main.id) FROM Links main   WHERE
((lower(main.Type) = 'memberof')) AND ((lower(main.Target) = '
fsck.com-rt://nextra.de/nextra.de/ticket/103'))  ORDER BY main.Base ASC
DBD::Pg::st fetchrow_array failed: no statement executing at
/usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm line 240, <G
EN17> line 160.
DBD::Pg::st execute failed: ERROR:  Attribute main.base must be GROUPed
or used in an aggregate function at /usr/local/lib/perl5/sit
e_perl/5.6.1/DBIx/SearchBuilder.pm line 227, <GEN20> line 160.
DBIx::SearchBuilder error:ERROR:  Attribute main.base must be GROUPed or
used in an aggregate function
        Query String is SELECT count(main.id) FROM Links main   WHERE
((lower(main.Type) = 'memberof')) AND ((lower(main.Target) = '
fsck.com-rt://nextra.de/nextra.de/ticket/103'))  ORDER BY main.Base ASC
DBD::Pg::st fetchrow_array failed: no statement executing at
/usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm line 240, <G
EN20> line 160.

any suggestion ?

regards,
alexander
-- 
------------------------------------------------------------------------
-
Nextra Deutschland       | Alexander Kunz  
GmbH & Co. KG            | Capacity Planning & Optimization  
Region Mitte             | Tel.:  +49 (0)6151 88008-897  
Birkenweg 14a            | Fax:   +49 (0)6151 88008-500  
64295 Darmstadt          | Mobil: +49 (0)175 9309601  
http://www.nextra.de     | E-Mail: alexander.kunz at nextra.de
------------------------------------------------------------------------
-



From arp at metachar.net  Thu Oct 11 01:23:55 2001
From: arp at metachar.net (Adam R Prato)
Date: Thu, 11 Oct 2001 01:23:55 -0400
Subject: [rt-users] [fwd] Multiple instances of rt2 under one apache server.
In-Reply-To: <20011010194658.V17943@greg.cex.ca>; from gregw-rt-users@greg.cex.ca on Wed, Oct 10, 2001 at 07:46:58PM -0700
References: <20011010182749.P13837@metachar.net> <20011010202351.D1623@pallas.fsck.com> <20011010194658.V17943@greg.cex.ca>
Message-ID: <20011011012355.S13837@metachar.net>

* Greg White wrote on 10 Oct 2001:

> On Wed, Oct 10, 2001 at 08:23:51PM -0400, Jesse Vincent wrote:
> > mod_perl isn't compartmentalized within vhosts.  what you want to do 
> > is to set up each seperate RT instance on its own apache httpd running
> > on a high port bound to localhost. Then use mod_proxypass to pass 
> > connections off to the right subserver.  Or use the fastcgi handler.
> > 
> > 	-j
> 
> Or, if it were me, running in a private address space (RFC1918 et. al)
> simply bind each apache instance to a different local address. Sounds a
> lot simpler to me...

Thanks to everyone for their advice. I'm running apache on different high ports
rather than use an additional IP address. Wether I use an IP address or a
high port, I still have to maintain N number of configurations for N number of
RT instances.

The configuration now looks like:

    ProxyPass /demo       http://request.domain.com:8011/demo
    ProxyPass /systems    http://request.domain.com:8012/systems
    ProxyPass /facilities http://request.domain.com:8013/facilities
    ProxyPass /operations http://request.domain.com:8014/operations

(Yes, I'm still obfuscating our domain even though I was tired in the previous
email and leaked both the domain and the IP space used. How lame of me).

each of these apache configurations have a very typical instance of rt
configured:

<VirtualHost X.X.X.15>
    DocumentRoot /proj/request
    ServerName request.domain.com
        PerlModule Apache::DBI
        PerlFreshRestart On
        SetHandler perl-script
    <Directory />
        Order deny,allow
        Deny from all
        Allow from X.X.*,Y.Y.*,Z.Z.*
    </Directory>
    <Location /INSTANCE>
        PerlHandler RT::Mason
        PerlRequire /proj/request/INSTANCE/bin/webmux.pl
        AuthName "Request System Authentication"
        AuthType Basic
        PerlSetVar myPDC PDC
        PerlSetVar myBDC BDC
        PerlSetVar myDOMAIN DOMAIN
        PerlAuthenHandler Apache::AuthenSmb
        require valid-user
    </Location>
</VirtualHost>

I've modified my apache startup to look for /var/apache.* (I may investigate
something more elegant), and start up an apache process for each apache dir if
the httpd.config exists in /var/HTTPDIR/conf/httpd.conf

Onward to future rt battles...

Adam



From khera at kcilink.com  Thu Oct 11 10:31:46 2001
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 11 Oct 2001 10:31:46 -0400
Subject: [rt-users] Two Opera oddities
In-Reply-To: <20011011150002.A678@netthink.co.uk>
References: <20011011150002.A678@netthink.co.uk>
Message-ID: <15301.44370.539596.977741@onceler.kciLink.com>

>>>>> "SC" == Simon Cozens <rt at netthink.co.uk> writes:

SC> Maybe we need no-cache headers on some of the pages, or maybe Opera's
SC> just trying to be too clever for its own good. One to be aware of,
SC> anyway.

Opera is being too clever.  It blatently ignores any no-cache or
expires headers in HTTP responses.  I consider it a bug, and it makes
for using dynamic data services (such as RT) difficult.



From Torsten.Fellhauer at ixpoint.de  Thu Oct 11 10:59:33 2001
From: Torsten.Fellhauer at ixpoint.de (Torsten Fellhauer)
Date: Thu, 11 Oct 2001 16:59:33 +0200
Subject: [rt-users] Bug? Scrips and Mails in RT2.0.8
References: <3BC59EE1.EF586EF4@ixpoint.de> <9930000.1002810014@rushlight.kf8nh.apk.net>
Message-ID: <3BC5B3D5.4B2DC34D@ixpoint.de>

Thank you, Brandon & Jesse

I really should read more accurately sometimes ;-)))

Torsten

"Brandon S. Allbery KF8NH" wrote:

> On Thursday, October 11, 2001 15:30:09 +0200, Torsten.Fellhauer at ixpoint.de
> wrote:
> +----
> | DSN: 'AdminCc of iXpoint-HelpDesk Ticket #187':;... List:; syntax
> | illegal for recipient addresses
> +--->8
>
> See etc/config.pm, sendmail is being annoying and requires that you flip a
> switch to make it happy.  (Since I keep tripping over this for other
> reasons and I can't find a justification for it, I've decided to hack
> sendmail.cf instead....)
>
> --
> brandon s. allbery    [os/2][linux][solaris][japh]   allbery at kf8nh.apk.net
> system administrator       [WAY too many hats]         allbery at ece.cmu.edu
> electrical and computer engineering                                  KF8NH
> carnegie mellon university    ["better check the oblivious first" -ke6sls]
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

--
_________________________________________________

  Dipl.-Inform.(FH) Torsten Fellhauer
  iXpoint Informationssysteme GmbH
  Daimlerstrasse 3
  76275 Ettlingen, Germany
  Phone: +49 7243 3775-0, Fax: +49 7243 3775-77
  Email: Torsten.Fellhauer at ixpoint.de
  WWW:   http://www.ixpoint.de
_________________________________________________





From rotman at inode.at  Thu Oct 11 13:13:33 2001
From: rotman at inode.at (Robert Rotman)
Date: Thu, 11 Oct 2001 19:13:33 +0200
Subject: [rt-users] MIME support in rt1
Message-ID: <20011011191333.A11527@inode.at>

Hello,

After some tests with rt2 im forced to go on with rt1 for
performance reasons:(((

So my question:
Is there any possiblillity display the subject line correctly
for foreign charakters in rt1?

Robert



From skritz01 at emerald.tufts.edu  Thu Oct 11 13:26:50 2001
From: skritz01 at emerald.tufts.edu (Sheeri Kritzer)
Date: Thu, 11 Oct 2001 13:26:50 -0400 (EDT)
Subject: [rt-users] Two Opera oddities
In-Reply-To: <15301.44370.539596.977741@onceler.kciLink.com>
Message-ID: <Pine.OSF.4.32.0110111325320.12348-100000@emerald.tufts.edu>

On Thu, 11 Oct 2001, Vivek Khera wrote:

> Opera is being too clever.  It blatently ignores any no-cache or
> expires headers in HTTP responses.  I consider it a bug, and it makes
> for using dynamic data services (such as RT) difficult.

Huh, that's odd.  I've used Opera as my only browser for some time now,
and I have no problems. Perhaps you haven't allowed cookies from the site?
That was a problem a lot of my peers had....


Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
skritz01 at emerald.tufts.edu




From pawal at blipp.com  Thu Oct 11 13:33:17 2001
From: pawal at blipp.com (Patrik Wallstrom)
Date: Thu, 11 Oct 2001 19:33:17 +0200 (CEST)
Subject: [rt-users] MIME support in rt1
In-Reply-To: <20011011191333.A11527@inode.at>
Message-ID: <Pine.LNX.4.33.0110111932250.8825-100000@vic20.blipp.com>

On Thu, 11 Oct 2001, Robert Rotman wrote:

> Hello,
>
> After some tests with rt2 im forced to go on with rt1 for
> performance reasons:(((
>
> So my question:
> Is there any possiblillity display the subject line correctly
> for foreign charakters in rt1?

Speaking of which, there is trouble inserting czech characters in RT2,
basically because it is all ISO-8859-1 I believe. Is there any chance of
going for UTF-8?

--
patrik_wallstrom->foodfight->pawal at blipp.com->+46-706355528




From khera at kcilink.com  Thu Oct 11 13:45:12 2001
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 11 Oct 2001 13:45:12 -0400
Subject: [rt-users] Two Opera oddities
In-Reply-To: <Pine.OSF.4.32.0110111325320.12348-100000@emerald.tufts.edu>
References: <15301.44370.539596.977741@onceler.kciLink.com>
	<Pine.OSF.4.32.0110111325320.12348-100000@emerald.tufts.edu>
Message-ID: <15301.55976.845181.291148@onceler.kciLink.com>

>>>>> "SK" == Sheeri Kritzer <skritz01 at emerald.tufts.edu> writes:

SK> On Thu, 11 Oct 2001, Vivek Khera wrote:
>> Opera is being too clever.  It blatently ignores any no-cache or
>> expires headers in HTTP responses.  I consider it a bug, and it makes
>> for using dynamic data services (such as RT) difficult.

SK> Huh, that's odd.  I've used Opera as my only browser for some time now,
SK> and I have no problems. Perhaps you haven't allowed cookies from the site?
SK> That was a problem a lot of my peers had....

No; Opera definitely ignores no-cache and expires header times.  I
have an application that clearly demonstrates it, since I know these
headers are being sent on certain pages.  Heck, even Netscape 4.7x
gets this right!

With RT, it just means I have to hit reload quite often to get the
refreshed dynamic pages, especially when I hit the "Home" button.

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



From skritz01 at emerald.tufts.edu  Thu Oct 11 13:59:18 2001
From: skritz01 at emerald.tufts.edu (Sheeri Kritzer)
Date: Thu, 11 Oct 2001 13:59:18 -0400 (EDT)
Subject: [rt-users] Two Opera oddities
In-Reply-To: <15301.55976.845181.291148@onceler.kciLink.com>
Message-ID: <Pine.OSF.4.32.0110111357580.12348-100000@emerald.tufts.edu>

> With RT, it just means I have to hit reload quite often to get the
> refreshed dynamic pages, especially when I hit the "Home" button.

Oh, right.  My preferences are set such that I just never cache anything.
It never seems worth it, I always seem to want to reload things.  That's
what you get when you work for a university with gigabit ethernet, I
guess.

What about using opera's automagic refresh to combat that issue?

Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
skritz01 at emerald.tufts.edu




From arp-rt2 at metachar.net  Thu Oct 11 14:12:32 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Thu, 11 Oct 2001 14:12:32 -0400
Subject: [rt-users] Deleting users.
Message-ID: <20011011141232.V13837@metachar.net>

I dont see anything about how to delete users from the request system. Is this
possible?

Adam



From srl at mail.boston.com  Thu Oct 11 14:21:42 2001
From: srl at mail.boston.com (Shane Landrum)
Date: Thu, 11 Oct 2001 14:21:42 -0400
Subject: [rt-users] Deleting users.
In-Reply-To: <20011011141232.V13837@metachar.net>; from arp-rt2@metachar.net on Thu, Oct 11, 2001 at 02:12:32PM -0400
References: <20011011141232.V13837@metachar.net>
Message-ID: <20011011142141.A8289@mail.boston.com>

On Thu, Oct 11, 2001 at 02:12:32PM -0400, Adam R Prato (arp-rt2 at metachar.net) wrote:
> I dont see anything about how to delete users from the request system. Is this
> possible?

In general, you don't want that for referential integrity reasons.
If a user entered a ticket at any point, you'll want to keep the
user around in the database. You can, however, set users to
"inactive" on the user edit page.

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



From arp-rt2 at metachar.net  Thu Oct 11 16:54:57 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Thu, 11 Oct 2001 16:54:57 -0400
Subject: [rt-users] (no subject)
Message-ID: <20011011165456.W13837@metachar.net>

Hi there,

	I was trying to work out my issue where I didnt want to have to
authenticate when grabbing rt.jpg. After poking around I found:

{sys1:/proj/request/demo/WebRT# find . -type f | xargs grep rt.jpg
./data/obj/STANDARD/Elements/Header:$_out->('/rt.jpg" alt="RT"></TD>
./data/obj/STANDARD/SelfService/Elements/Header:$_out->('/rt.jpg" alt="RT">
./html/CVS/Entries:/rt.jpg/1.1.2.2/Mon Dec 11 06:46:25 2000//Trt-1-1
./html/Elements/Header:<TD><IMG SRC="<%$RT::WebPath%>/rt.jpg" alt="RT"></TD>
./html/SelfService/Elements/Header:        <IMG SRC="<%$RT::WebPath%>/rt.jpg" al

should that be

<TD><IMG SRC="<%$RT::WebUrl%>/rt.jpg" alt="RT"></TD>
                     ^^^^^^
instead of

<TD><IMG SRC="<%$RT::WebPath%>/rt.jpg" alt="RT"></TD>

My webserver is running on a different port than port 80, thus its looking at
the wrong server for the rt.jpg

If I were to modify this to check myself, where would I be modifying it?

Please advise.

Adam



From steve at inet-technologies.com  Thu Oct 11 19:56:16 2001
From: steve at inet-technologies.com (Steve Poirier)
Date: Thu, 11 Oct 2001 19:56:16 -0400
Subject: [rt-users] Deleting users.
References: <20011011141232.V13837@metachar.net>
Message-ID: <002401c152b0$512e11e0$23558242@STEVE>

You can delete users directly into the DB using SQL cli for table Users and
GroupMembers
You also want to make sure you don't have tickets related to the user you
delete to leave your system clean after manipulation.
__
Steve Poirier
Inet-Technologies inc.

----- Original Message -----
From: "Adam R Prato" <arp-rt2 at metachar.net>
To: <rt-users at lists.fsck.com>
Sent: Thursday, October 11, 2001 2:12 PM
Subject: [rt-users] Deleting users.


> I dont see anything about how to delete users from the request system. Is
this
> possible?
>
> Adam
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From jesse at bestpractical.com  Fri Oct 12 01:58:16 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 12 Oct 2001 01:58:16 -0400
Subject: [rt-users] (no subject)
In-Reply-To: <20011011165456.W13837@metachar.net>; from arp-rt2@metachar.net on Thu, Oct 11, 2001 at 04:54:57PM -0400
References: <20011011165456.W13837@metachar.net>
Message-ID: <20011012015816.U303@pallas.fsck.com>

On Thu, Oct 11, 2001 at 04:54:57PM -0400, Adam R Prato wrote:
> should that be
> 
> <TD><IMG SRC="<%$RT::WebUrl%>/rt.jpg" alt="RT"></TD>
>                      ^^^^^^
> instead of
> 
> <TD><IMG SRC="<%$RT::WebPath%>/rt.jpg" alt="RT"></TD>

I don't _think_ so.
> 
> My webserver is running on a different port than port 80, thus its looking at
> the wrong server for the rt.jpg
> 
It shouldn't be doing that with relative paths.

> If I were to modify this to check myself, where would I be modifying it?
>

webrt/Elements/Header

> Please advise.
> 
> Adam
> 
> _______________________________________________
> 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 Oct 12 02:07:40 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 12 Oct 2001 02:07:40 -0400
Subject: [rt-users] Error on reply to ticket
In-Reply-To: <276EB6B8E0847D42BB8471F5FC9EB34E0B880F@da-ex-02.intern.nextra.de>; from Alexander.Kunz@nextra.de on Mon, Oct 08, 2001 at 06:15:20PM +0100
References: <276EB6B8E0847D42BB8471F5FC9EB34E0B880F@da-ex-02.intern.nextra.de>
Message-ID: <20011012020740.X303@pallas.fsck.com>

In DBIx::SearchBuilder, sub _DoCount,

change

    $QueryString .=  $self->_OrderClause . $self->_LimitClause;

to

    $QueryString .=   $self->_LimitClause;

and restart apache and tell me how rt behaves with that.


	-j

On Mon, Oct 08, 2001 at 06:15:20PM +0100, Alexander Kunz wrote:
> Hi,
> 
> my config:
> RT2.0.8
> Postgres7.1.3
> 
> RT2 ist working nice, but I have some problems witch sending a replay or
> resolve email to the requester. 
> The auto-repay on create works without any problem.
> 
> here are a log (debug)
> 
>     DBD::Pg::st execute failed: ERROR:  Attribute main.base must be
> GROUPed or used in an aggregate function at /usr/local/lib/perl5/sit
> e_perl/5.6.1/DBIx/SearchBuilder.pm line 227, <GEN17> line 160.
> DBIx::SearchBuilder error:ERROR:  Attribute main.base must be GROUPed or
> used in an aggregate function
>         Query String is SELECT count(main.id) FROM Links main   WHERE
> ((lower(main.Type) = 'memberof')) AND ((lower(main.Target) = '
> fsck.com-rt://nextra.de/nextra.de/ticket/103'))  ORDER BY main.Base ASC
> DBD::Pg::st fetchrow_array failed: no statement executing at
> /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm line 240, <G
> EN17> line 160.
> DBD::Pg::st execute failed: ERROR:  Attribute main.base must be GROUPed
> or used in an aggregate function at /usr/local/lib/perl5/sit
> e_perl/5.6.1/DBIx/SearchBuilder.pm line 227, <GEN20> line 160.
> DBIx::SearchBuilder error:ERROR:  Attribute main.base must be GROUPed or
> used in an aggregate function
>         Query String is SELECT count(main.id) FROM Links main   WHERE
> ((lower(main.Type) = 'memberof')) AND ((lower(main.Target) = '
> fsck.com-rt://nextra.de/nextra.de/ticket/103'))  ORDER BY main.Base ASC
> DBD::Pg::st fetchrow_array failed: no statement executing at
> /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm line 240, <G
> EN20> line 160.
> 
> any suggestion ?
> 
> regards,
> alexander
> -- 
> ------------------------------------------------------------------------
> -
> Nextra Deutschland       | Alexander Kunz  
> GmbH & Co. KG            | Capacity Planning & Optimization  
> Region Mitte             | Tel.:  +49 (0)6151 88008-897  
> Birkenweg 14a            | Fax:   +49 (0)6151 88008-500  
> 64295 Darmstadt          | Mobil: +49 (0)175 9309601  
> http://www.nextra.de     | E-Mail: alexander.kunz at nextra.de
> ------------------------------------------------------------------------
> -
> 
> _______________________________________________
> 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 Oct 12 02:04:48 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 12 Oct 2001 02:04:48 -0400
Subject: [rt-users] alternate addresses for queue
In-Reply-To: <20011010144116.L13795@summit.magenet.net>; from dinodrac@magenet.net on Wed, Oct 10, 2001 at 02:41:16PM -0400
References: <20011010144116.L13795@summit.magenet.net>
Message-ID: <20011012020448.W303@pallas.fsck.com>

So, sadly, there isn't an easy way to do this, given the current architecture.
That said, I've got an idea:

* create a new queue: abuse-noreply
* create a custom ScripAction 'MovetoAbuse', which sets the ticket's queue 
  to "Abuse"
* set up a scrip to 'OnCreate, MoveToAbuse' for abuse-noreply
* don't set up any scrips for abuse-noreply



On Wed, Oct 10, 2001 at 02:41:16PM -0400, Josh Rollyson wrote:
> I'd like to create an alias to an existing queue, which would never send
> mail back to the requestor.
> 
> For example, I might have an alias, abuse, which sends its mail into
> an abuse queue, and another alias abuse-noreply@ which sends its mail
> into the same queue, but never generates a reply unless there is an error.
> 
> Is there an easy way to do this? I've looked through the docs and can't seem
> to find any mention of how to accomplish this setup. If I've overlooked
> something, someone please kindly point me to the right document to read.
> 
> --
> Josh Rollyson
> System Administrator, SOSDG/2mbit.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  Fri Oct 12 02:09:52 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 12 Oct 2001 02:09:52 -0400
Subject: [rt-users] Need to create new scrip
In-Reply-To: <000501c14ce9$5e793fe0$69285492@tivoli.com>; from cgilmore@tivoli.com on Thu, Oct 04, 2001 at 10:29:32AM -0500
References: <20011003173341.R28860@pallas.fsck.com> <000501c14ce9$5e793fe0$69285492@tivoli.com>
Message-ID: <20011012020952.Y303@pallas.fsck.com>

> On a semi-separate question, when mail comes in multi-part MIME, the
> transaction template ends up with blank content (the RT lines are still
> there, but the body of the request is blank).

the templates got updated with 2.0.7 or 2.0.8.  you might want to look
at the $Transaction->Content method.

	-j

> 
> Regards,
> Christian
> 
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> > Sent: Wednesday, October 03, 2001 4:34 PM
> > To: cag at us.ibm.com
> > Cc: RT Users Mailing List (E-mail)
> > Subject: Re: [rt-users] Need to create new scrip
> >
> >
> > have you taken a look at the perldoc for RT::Condition::Generic?
> >
> > What are you trying to do, specifically?
> >
> >
> > On Wed, Oct 03, 2001 at 03:59:56PM -0500, Christian Gilmore wrote:
> > > I need to create a new scrip to perform a non-standard action on a
> > > non-standard condition. How do I create these actions and
> > conditions?
> > > Unfortunately, the external doc is still blank on this topic.
> > >
> > > I took a peak at contrib and might have an idea with the QueueChange
> > > condition, but I've less of an idea with actions. Still,
> > there are keys to
> > > hashes referenced in QueueChange whose possible values I've no idea.
> > >
> > > 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.
> >
> > _______________________________________________
> > 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 Oct 12 02:25:12 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 12 Oct 2001 02:25:12 -0400
Subject: [fwd] Re: [rt-users] [fwd] Multiple instances of rt2 under one apache server.
In-Reply-To: <20011011014031.U13837@metachar.net>; from arp-rt2@metachar.net on Thu, Oct 11, 2001 at 01:40:31AM -0400
References: <20011011012538.T13837@metachar.net> <20011011014031.U13837@metachar.net>
Message-ID: <20011012022512.A303@pallas.fsck.com>

I've seen that with a broken Apache::Cookie or CGI::Cookie or Apache::Session.


On Thu, Oct 11, 2001 at 01:40:31AM -0400, Adam R Prato wrote:
> > each of these apache configurations have a very typical instance of rt
> > configured:
> > 
> > <VirtualHost X.X.X.15>
> >     DocumentRoot /proj/request
> >     ServerName request.domain.com
> >         PerlModule Apache::DBI
> >         PerlFreshRestart On
> >         SetHandler perl-script
> >     <Directory />
> >         Order deny,allow
> >         Deny from all
> >         Allow from X.X.*,Y.Y.*,Z.Z.*
> >     </Directory>
> >     <Location /INSTANCE>
> >         PerlHandler RT::Mason
> >         PerlRequire /proj/request/INSTANCE/bin/webmux.pl
> >         AuthName "Request System Authentication"
> >         AuthType Basic
> >         PerlSetVar myPDC PDC
> >         PerlSetVar myBDC BDC
> >         PerlSetVar myDOMAIN DOMAIN
> >         PerlAuthenHandler Apache::AuthenSmb
> >         require valid-user
> >     </Location>
> > </VirtualHost>
> 
> Question.
> 
> Do you think it would be possible to move rt.jpg out of / and into /NoAuth? 
> The reason I ask is because for some reason, the rt.jpg causes me to have
> to type in the login/password twice in this configuration. First for the main
> index.html, and then a second time for rt.jpg. If it moves to /NoAuth, I can
> put a separate <Location> container that doesnt require any authentication,
> which will fix this.
> 
> Or perhaps, the better answer is to cache the credentials better?
> 
> Comments?
> 
> Adam
> 
> _______________________________________________
> 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 Oct 12 03:06:35 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 12 Oct 2001 03:06:35 -0400
Subject: [rt-users] Keywords thought...
In-Reply-To: <KLECKBHKBBIBNBFOFOEIGEMECIAA.swl@cdsinc.com>; from swl@cdsinc.com on Wed, Oct 10, 2001 at 03:07:25PM -1000
References: <KLECKBHKBBIBNBFOFOEIGEMECIAA.swl@cdsinc.com>
Message-ID: <20011012030635.D303@pallas.fsck.com>

You might want to use the RT linking interface with "RefersTo" links
and some custom UI, rather than trying to warp the Keyowrds system like that.
you can define custom handlers to display and lookup the csdinc.com-customers: 
URI scheme


On Wed, Oct 10, 2001 at 03:07:25PM -1000, Steven W. Litras wrote:
> Hi All-
> 
>     I'm somewhat new to RT. I've been playing around with it for a few
> weeks, and I'm planning to implement it both for internal ticket tracking,
> and customer ticket tracking. In order to be able to search a ticket based
> on a customer, I've set up Customer name Keywords for the customer queue.
> First off - if anyone sees a better way to do this, lemme know.
> 
> Secondly, we have an internal database of Customers that I don't really
> wanna duplicate, so I was thinking about seeing if an external callback
> feature could be added into the Keywords capability to allow it to hand off
> Keyword look up, based on where it is in the tree, to an external script.
> For example, if I'm doing a lookup based on the /Customers keyword
> hierarchy, it subs it out to my script, but all other keywords go through
> the normal method. Anybody out there already done this? If people think it
> would be useful, I'd be willing to take a stab at it...
> 
> Thanks,
> Steve
> 
> 



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



From cewatts at frontier.net  Fri Oct 12 03:40:15 2001
From: cewatts at frontier.net (Charlie Watts)
Date: Fri, 12 Oct 2001 01:40:15 -0600 (MDT)
Subject: [rt-users] RefersTo URL Linking
In-Reply-To: <20011012030635.D303@pallas.fsck.com>
Message-ID: <Pine.LNX.4.33.0110120137340.16099-100000@animas.frontier.net>

Has anybody done this already?

I already have an account management system. I'd like to be able to type
the account number from my account management system into a "RefersTo"
link in RT and have RT generate a URL into my account management system
when the ticket is displayed.

I don't know my way around the RT internals, and this seems like something
folks would have already done.

Thanks

On Fri, 12 Oct 2001, Jesse Vincent wrote:

> You might want to use the RT linking interface with "RefersTo" links
> and some custom UI, rather than trying to warp the Keyowrds system like that.
> you can define custom handlers to display and lookup the csdinc.com-customers:
> URI scheme
>
>
> On Wed, Oct 10, 2001 at 03:07:25PM -1000, Steven W. Litras wrote:
> > Hi All-
> >
> >     I'm somewhat new to RT. I've been playing around with it for a few
> > weeks, and I'm planning to implement it both for internal ticket tracking,
> > and customer ticket tracking. In order to be able to search a ticket based
> > on a customer, I've set up Customer name Keywords for the customer queue.
> > First off - if anyone sees a better way to do this, lemme know.
> >
> > Secondly, we have an internal database of Customers that I don't really
> > wanna duplicate, so I was thinking about seeing if an external callback
> > feature could be added into the Keywords capability to allow it to hand off
> > Keyword look up, based on where it is in the tree, to an external script.
> > For example, if I'm doing a lookup based on the /Customers keyword
> > hierarchy, it subs it out to my script, but all other keywords go through
> > the normal method. Anybody out there already done this? If people think it
> > would be useful, I'd be willing to take a stab at it...
> >
> > Thanks,
> > Steve
> >
> >
>
>
>
>

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




From scarte at pan.uzulu.ac.za  Fri Oct 12 08:04:09 2001
From: scarte at pan.uzulu.ac.za (Sean Carte)
Date: Fri, 12 Oct 2001 14:04:09 +0200
Subject: [rt-users] Error: Your username or password is incorrect
Message-ID: <3BC6DC39.4040703@pan.uzulu.ac.za>

I can't seem to get started with rt2.

I've got everything installed, but can't log in. I've left the database 
username and password at their defaults: rt_user/rt_pass, and tried 
various other possible usernames and passwords, but nothing gets me in. 
I've even tried manually adding a user to the database.

I must have overlooked something obvious: please will somebody tell me 
what it is.
-- 
My brain hurts!
SeanC

University of Zululand
Network Services Unit
Phone: 035 902 6081
Fax: 035 902 6028




From feargal at thecia.ie  Fri Oct 12 08:45:08 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Fri, 12 Oct 2001 13:45:08 +0100
Subject: [rt-users] Error: Your username or password is incorrect
In-Reply-To: <3BC6DC39.4040703@pan.uzulu.ac.za>
References: <3BC6DC39.4040703@pan.uzulu.ac.za>
Message-ID: <20011012134508.29f139dd.feargal@thecia.ie>

Sean Carte <scarte at pan.uzulu.ac.za> wrote:

SC> I can't seem to get started with rt2.
SC> 
SC> I've got everything installed, but can't log in. I've left the database 
SC> username and password at their defaults: rt_user/rt_pass, and tried 
SC> various other possible usernames and passwords, but nothing gets me in. 
SC> I've even tried manually adding a user to the database.
SC> 
SC> I must have overlooked something obvious: please will somebody tell me 
SC> what it is.
Try the line in the README... login as 'root' default password is 'password'


SC> -- 
SC> My brain hurts!
SC> SeanC
SC> 
SC> University of Zululand
SC> Network Services Unit
SC> Phone: 035 902 6081
SC> Fax: 035 902 6028
SC> 
SC> 
SC> _______________________________________________
SC> rt-users mailing list
SC> rt-users at lists.fsck.com
SC> http://lists.fsck.com/mailman/listinfo/rt-users
SC> 


-- 
Feargal Reilly,
Systems Administrator,
The CIA.

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 230 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011012/7f78fa55/attachment.sig>

From scarte at pan.uzulu.ac.za  Fri Oct 12 08:48:55 2001
From: scarte at pan.uzulu.ac.za (Sean Carte)
Date: Fri, 12 Oct 2001 14:48:55 +0200
Subject: [rt-users] Error: Your username or password is incorrect
References: <3BC6DC39.4040703@pan.uzulu.ac.za> <20011012134508.29f139dd.feargal@thecia.ie>
Message-ID: <3BC6E6B7.3090909@pan.uzulu.ac.za>

Feargal Reilly wrote:

> Sean Carte <scarte at pan.uzulu.ac.za> wrote:
> 
> SC> I can't seem to get started with rt2.
> SC> 
[...]
> SC> I must have overlooked something obvious: please will somebody tell me 
> SC> what it is.
> Try the line in the README... login as 'root' default password is 'password'


Thank you!

I feel like an idiot, but thank you.

-- 
My brain hurts!
SeanC

University of Zululand
Network Services Unit
Phone: 035 902 6081
Fax: 035 902 6028




From pipal at wo.cz  Fri Oct 12 09:25:50 2001
From: pipal at wo.cz (=?iso-8859-2?Q?Martin_Slav=EDk?=)
Date: Fri, 12 Oct 2001 15:25:50 +0200
Subject: [rt-users] Re: non ISO-8859-1 characters  was: MIME support in rt1
In-Reply-To: <Pine.LNX.4.33.0110111932250.8825-100000@vic20.blipp.com>; from pawal@blipp.com on Thu, Oct 11, 2001 at 07:33:17PM +0200
References: <20011011191333.A11527@inode.at> <Pine.LNX.4.33.0110111932250.8825-100000@vic20.blipp.com>
Message-ID: <20011012152550.A10316@mescalito.integralis.cz>

* Patrik Wallstrom <pawal at blipp.com> napsal(a):
> Speaking of which, there is trouble inserting czech characters in RT2,
> basically because it is all ISO-8859-1 I believe. Is there any chance of
> going for UTF-8?

Hello 
for inserting czech chars is necessary to change Header file in 
/path/to/rt2/WebRT/html/Elements/ directory to set proper meta tag for html.
Actually something like this:
<META http-equiv="Content-Type" content="text/html; charset=ISO-8859-2">
will do for you.

regards

   msl

ps: also you should have ISO-8859-2 charset in MySQL allowed [compile
option] (or even "czech" instead of iso... if you want proper word
sorting...)

-- 

    /\  Martin Slav?k
   / /\  INTEGRALIS Czech republic
  / /\ \  U Bulhara 3, Praha 1,110 00, Czech Republic
 /_/__\ \  tel. +420 2 2423 8071, fax +420 2 2423 7341
/______\_\  e-mail:msl at integralis.cz, http://www.integralis.cz/






From pawal at blipp.com  Fri Oct 12 09:38:17 2001
From: pawal at blipp.com (Patrik Wallstrom)
Date: Fri, 12 Oct 2001 15:38:17 +0200 (CEST)
Subject: [rt-users] Re: non ISO-8859-1 characters  was: MIME support in
 rt1
In-Reply-To: <20011012152550.A10316@mescalito.integralis.cz>
Message-ID: <Pine.LNX.4.33.0110121536510.29473-100000@vic20.blipp.com>

On Fri, 12 Oct 2001, [iso-8859-2] Martin Slav?k wrote:

> * Patrik Wallstrom <pawal at blipp.com> napsal(a):
> > Speaking of which, there is trouble inserting czech characters in RT2,
> > basically because it is all ISO-8859-1 I believe. Is there any chance of
> > going for UTF-8?
>
> Hello
> for inserting czech chars is necessary to change Header file in
> /path/to/rt2/WebRT/html/Elements/ directory to set proper meta tag for html.
> Actually something like this:
> <META http-equiv="Content-Type" content="text/html; charset=ISO-8859-2">
> will do for you.
>
> regards
>
>    msl
>
> ps: also you should have ISO-8859-2 charset in MySQL allowed [compile
> option] (or even "czech" instead of iso... if you want proper word
> sorting...)

Yes I know, but I would much rather have Unicode for multilingual support,
than changing the character sets for each country we're working with.

--
patrik_wallstrom->foodfight->pawal at blipp.com->+46-706355528




From pipal at wo.cz  Fri Oct 12 09:52:35 2001
From: pipal at wo.cz (=?iso-8859-2?Q?Martin_Slav=EDk?=)
Date: Fri, 12 Oct 2001 15:52:35 +0200
Subject: [rt-users] Re: non ISO-8859-1 characters  was: MIME support in rt1
In-Reply-To: <Pine.LNX.4.33.0110121536510.29473-100000@vic20.blipp.com>; from pawal@blipp.com on Fri, Oct 12, 2001 at 03:38:17PM +0200
References: <20011012152550.A10316@mescalito.integralis.cz> <Pine.LNX.4.33.0110121536510.29473-100000@vic20.blipp.com>
Message-ID: <20011012155235.A11594@mescalito.integralis.cz>

* Patrik Wallstrom <pawal at blipp.com> napsal(a):
> 
> Yes I know, but I would much rather have Unicode for multilingual support,
> than changing the character sets for each country we're working with.
> 
OK 
you're right, but Unicode is not RT2 issue only. It must be supportted
by user browsers, clients, OSs and other such things. I think that this
would be much harder to implement and debug...

   Martin

-- 

    /\  Martin Slav?k
   / /\  INTEGRALIS Czech republic
  / /\ \  U Bulhara 3, Praha 1,110 00, Czech Republic
 /_/__\ \  tel. +420 2 2423 8071, fax +420 2 2423 7341
/______\_\  e-mail:msl at integralis.cz, http://www.integralis.cz/






From greg at space.cfi.co.ug  Fri Oct 12 21:55:09 2001
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Fri, 12 Oct 2001 18:55:09 -0700 (PDT)
Subject: [rt-users] apache problem
Message-ID: <Pine.LNX.4.33.0110121848170.14284-100000@space.cfi.co.ug>

Hi all,

Thanks to the docs available I've been able to install webrt2...However:

The Readme file included something like adding

<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>

to httpd.conf or apache.conf, which i did, making the necessary
adjustments...


However on running "apachectl configtest" apache refuses to recognise
"PerlModule Apache::DBI"
"PerlFreshRestart on"
"PerlRequire"
as correct syntax ....


Does anyone have ideas on what I could do?
----
Greg,
Computer Frontiers International

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------





From darrinw at nixc.net  Fri Oct 12 10:03:33 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 12 Oct 2001 10:03:33 -0400
Subject: [rt-users] apache problem
In-Reply-To: <Pine.LNX.4.33.0110121848170.14284-100000@space.cfi.co.ug>; from greg@space.cfi.co.ug on Fri, Oct 12, 2001 at 06:55:09PM -0700
References: <Pine.LNX.4.33.0110121848170.14284-100000@space.cfi.co.ug>
Message-ID: <20011012100333.B3171@nixc.net>

  |+ However on running "apachectl configtest" apache refuses to recognise
  |+ "PerlModule Apache::DBI"
  |+ "PerlFreshRestart on"
  |+ "PerlRequire"
  |+ as correct syntax ....

Do you have mod_perl installed?

-darrin




From swl at cdsinc.com  Fri Oct 12 13:54:11 2001
From: swl at cdsinc.com (Steven W. Litras)
Date: Fri, 12 Oct 2001 07:54:11 -1000
Subject: [rt-users] Keywords thought...
In-Reply-To: <20011012030635.D303@pallas.fsck.com>
Message-ID: <KLECKBHKBBIBNBFOFOEIKEMNCIAA.swl@cdsinc.com>

Thanks Jesse - is there documentation available on that interface? I
couldn't find any on the docs site.

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Thursday, October 11, 2001 9:07 PM
To: Steven W. Litras
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Keywords thought...


You might want to use the RT linking interface with "RefersTo" links
and some custom UI, rather than trying to warp the Keyowrds system like
that.
you can define custom handlers to display and lookup the
csdinc.com-customers:
URI scheme


On Wed, Oct 10, 2001 at 03:07:25PM -1000, Steven W. Litras wrote:
> Hi All-
>
>     I'm somewhat new to RT. I've been playing around with it for a few
> weeks, and I'm planning to implement it both for internal ticket tracking,
> and customer ticket tracking. In order to be able to search a ticket based
> on a customer, I've set up Customer name Keywords for the customer queue.
> First off - if anyone sees a better way to do this, lemme know.
>
> Secondly, we have an internal database of Customers that I don't really
> wanna duplicate, so I was thinking about seeing if an external callback
> feature could be added into the Keywords capability to allow it to hand
off
> Keyword look up, based on where it is in the tree, to an external script.
> For example, if I'm doing a lookup based on the /Customers keyword
> hierarchy, it subs it out to my script, but all other keywords go through
> the normal method. Anybody out there already done this? If people think it
> would be useful, I'd be willing to take a stab at it...
>
> Thanks,
> Steve
>
>



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




From andrew at rwts.com.au  Sat Oct 13 03:18:14 2001
From: andrew at rwts.com.au (Andrew Yager)
Date: Sat, 13 Oct 2001 17:18:14 +1000
Subject: [rt-users] apache problem
In-Reply-To: <Pine.LNX.4.33.0110121848170.14284-100000@space.cfi.co.ug>
Message-ID: <77405C2E-BFAA-11D5-ABCD-0030656AB4F8@rwts.com.au>

Hi,

I'm taking a blind stab - but my guess is make sure you have apache 
built with mod_perl

... it seems like a problem with something like that.

Andrew

On Saturday, October 13, 2001, at 11:55  AM, <greg at space.cfi.co.ug> 
wrote:

> Hi all,
>
> Thanks to the docs available I've been able to install webrt2...However:
>
> The Readme file included something like adding
>
> <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>
>
> to httpd.conf or apache.conf, which i did, making the necessary
> adjustments...
>
>
> However on running "apachectl configtest" apache refuses to recognise
> "PerlModule Apache::DBI"
> "PerlFreshRestart on"
> "PerlRequire"
> as correct syntax ....
>
>
> Does anyone have ideas on what I could do?
> ----
> 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
>
>
_________________
Andrew Yager
Real World Technology Solutions
Real People Real SolUtions?
ph: (02) 9945 2567 fax: (02) 9945 2566
mob: 0405 15 2568
http://www.rwts.com.au/
_________________




From greg at space.cfi.co.ug  Sat Oct 13 14:43:09 2001
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Sat, 13 Oct 2001 11:43:09 -0700 (PDT)
Subject: [rt-users] apache problem
In-Reply-To: <20011012100333.B3171@nixc.net>
Message-ID: <Pine.LNX.4.33.0110131142160.2785-100000@space.cfi.co.ug>

Yes mod_perl is installed and several other perl scripts are working fine
on the box....

----
Greg,
Computer Frontiers International

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------


On Fri, 12 Oct 2001, Darrin Walton wrote:

>   |+ However on running "apachectl configtest" apache refuses to recognise
>   |+ "PerlModule Apache::DBI"
>   |+ "PerlFreshRestart on"
>   |+ "PerlRequire"
>   |+ as correct syntax ....
>
> Do you have mod_perl installed?
>
> -darrin
>
>




From greg at space.cfi.co.ug  Sat Oct 13 14:45:53 2001
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Sat, 13 Oct 2001 11:45:53 -0700 (PDT)
Subject: [rt-users] apache problem
In-Reply-To: <77405C2E-BFAA-11D5-ABCD-0030656AB4F8@rwts.com.au>
Message-ID: <Pine.LNX.4.33.0110131144380.2785-100000@space.cfi.co.ug>

Apache was built with mod_perl on this box...

----
Greg,
Computer Frontiers International

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------

On Sat, 13 Oct 2001, Andrew Yager wrote:

> Hi,
>
> I'm taking a blind stab - but my guess is make sure you have apache
> built with mod_perl
>
> ... it seems like a problem with something like that.
>
> Andrew
>
> On Saturday, October 13, 2001, at 11:55  AM, <greg at space.cfi.co.ug>
> wrote:
>
> > Hi all,
> >
> > Thanks to the docs available I've been able to install webrt2...However:
> >
> > The Readme file included something like adding
> >
> > <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>
> >
> > to httpd.conf or apache.conf, which i did, making the necessary
> > adjustments...
> >
> >
> > However on running "apachectl configtest" apache refuses to recognise
> > "PerlModule Apache::DBI"
> > "PerlFreshRestart on"
> > "PerlRequire"
> > as correct syntax ....
> >
> >
> > Does anyone have ideas on what I could do?
> > ----
> > 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
> >
> >
> _________________
> Andrew Yager
> Real World Technology Solutions
> Real People Real SolUtions?
> ph: (02) 9945 2567 fax: (02) 9945 2566
> mob: 0405 15 2568
> http://www.rwts.com.au/
> _________________
>
>




From longie at esatclear.ie  Sat Oct 13 06:52:25 2001
From: longie at esatclear.ie (John Long)
Date: Sat, 13 Oct 2001 11:52:25 +0100
Subject: [rt-users] make testdeps
Message-ID: <DFEBLCHCPJIBIEACAAKGGEILCCAA.longie@esatclear.ie>

hey,

the testdeps is failing on two things

Apache::Session
DBD::mysql 2.0416

However libapreq will not install and comes up with errors about missing a
*.pm file

Any suggestions? Behind a firewall so i cannot use make fixdeps

Cheers




From rotman at inode.at  Sat Oct 13 07:59:57 2001
From: rotman at inode.at (Robert Rotman)
Date: Sat, 13 Oct 2001 13:59:57 +0200
Subject: [rt-users] Possible Bug in Ticket creation
Message-ID: <20011013135957.A22466@inode.at>

Hi,

When i create a ticket in the web-ui and in the meanwhile 
other tickets are injected into rt the new created ticket
appends to one of them?

Am i doing somthing wrong?


Robert



From rotman at inode.at  Sat Oct 13 08:06:30 2001
From: rotman at inode.at (rotman at inode.at)
Date: Sat, 13 Oct 2001 14:06:30 +0200
Subject: [rt-users] Re: Possible Bug in Ticket creation
In-Reply-To: <20011013135957.A22466@inode.at>; from rotman@inode.at on Sat, Oct 13, 2001 at 01:59:57PM +0200
References: <20011013135957.A22466@inode.at>
Message-ID: <20011013140630.A23049@inode.at>

> Hi,
> 
> When i create a ticket in the web-ui and in the meanwhile 
> other tickets are injected into rt the new created ticket
> appends to one of them.
> 

Sorry,

forgot to mention that im using 2.0.8 
with DBIx-SearchBuilder-0.46-test1.


Robert



From jesse at bestpractical.com  Sat Oct 13 10:56:01 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 13 Oct 2001 10:56:01 -0400
Subject: [rt-users] Possible Bug in Ticket creation
In-Reply-To: <20011013135957.A22466@inode.at>; from rotman@inode.at on Sat, Oct 13, 2001 at 01:59:57PM +0200
References: <20011013135957.A22466@inode.at>
Message-ID: <20011013105601.R303@pallas.fsck.com>

more than anything else, that sounds like a messed up DBD::mysql.

	-j


On Sat, Oct 13, 2001 at 01:59:57PM +0200, Robert Rotman wrote:
> Hi,
> 
> When i create a ticket in the web-ui and in the meanwhile 
> other tickets are injected into rt the new created ticket
> appends to one of them?
> 
> Am i doing somthing wrong?
> 
> 
> Robert
> 
> _______________________________________________
> 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 arp-rt2 at metachar.net  Sat Oct 13 16:12:07 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Sat, 13 Oct 2001 16:12:07 -0400
Subject: [rt-users] make testdeps
In-Reply-To: <DFEBLCHCPJIBIEACAAKGGEILCCAA.longie@esatclear.ie>; from longie@esatclear.ie on Sat, Oct 13, 2001 at 11:52:25AM +0100
References: <DFEBLCHCPJIBIEACAAKGGEILCCAA.longie@esatclear.ie>
Message-ID: <20011013161207.X13837@metachar.net>

* John Long wrote on 13 Oct 2001:

> hey,
> 
> the testdeps is failing on two things
> 
> Apache::Session
> DBD::mysql 2.0416
> 
> However libapreq will not install and comes up with errors about missing a
> *.pm file

Cut and paste the actual error messages. On a good day I could probably make
up a dozen different error messages with their potential causes :)

> Any suggestions? Behind a firewall so i cannot use make fixdeps
> 
> Cheers

http://search.cpan.org or ftp://ftp.freesoftware.com/pub/perl/CPAN/modules/by-module/

Grab each package by hand from those urls. Use the ftp site first, and if you
cant find it, search for the module at search.cpan.org.

Build them each by hand. It's easy. just unpack the src, type
"perl Makefile.PL", then "make ; make test ; su ; make install"

Adam



From longie at esatclear.ie  Sun Oct 14 04:45:48 2001
From: longie at esatclear.ie (John Long)
Date: Sun, 14 Oct 2001 09:45:48 +0100
Subject: [rt-users] make testdeps
In-Reply-To: <20011013161207.X13837@metachar.net>
Message-ID: <DFEBLCHCPJIBIEACAAKGEEIPCCAA.longie@esatclear.ie>

ok...

DBI::mysql is not installed even though I have mysql 3 running, and
Apache::Cookie is not installed.

When I run 'make install' I get:

mkdir -p /usr/local/rt2/bin
mkdir -p /usr/local/rt2/WebRT/data
mkdir -p /usr/local/rt2/WebRT/sessiondata
mkdir -p /usr/local/rt2/etc
mkdir -p /usr/local/rt2/lib
mkdir -p /usr/local/rt2/WebRT/html
mkdir -p /usr/local/rt2/local/WebRT/html
/usr/bin/perl tools/initdb 'mysql'  '/usr/localmysql'  'localhost'  ' '
'root'  'webrt2' create
Now creating a database for RT.
Enter the mysql password for root.
Creating mysql database webrt2.
Use of initialized value in die at tools/initdb line 200, <STDIN> line 1.
Died at tools/initdb line 200, <STDIN> line 1.
make *** [creatdb] Error 255

I have attached the Makefile which could be a problem, but I have tried
everything.

I am running SuSe Linux Prof 7.1 with latest version of Apache and Mysql
which are all accessible and executable via webmin...

Any suggestions?


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Adam R Prato
Sent: Saturday, October 13, 2001 9:12 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] make testdeps


* John Long wrote on 13 Oct 2001:

> hey,
>
> the testdeps is failing on two things
>
> Apache::Session
> DBD::mysql 2.0416
>
> However libapreq will not install and comes up with errors about missing a
> *.pm file

Cut and paste the actual error messages. On a good day I could probably make
up a dozen different error messages with their potential causes :)

> Any suggestions? Behind a firewall so i cannot use make fixdeps
>
> Cheers

http://search.cpan.org or
ftp://ftp.freesoftware.com/pub/perl/CPAN/modules/by-module/

Grab each package by hand from those urls. Use the ftp site first, and if
you
cant find it, search for the module at search.cpan.org.

Build them each by hand. It's easy. just unpack the src, type
"perl Makefile.PL", then "make ; make test ; su ; make install"

Adam

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




From darrinw at nixc.net  Sun Oct 14 08:14:12 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Sun, 14 Oct 2001 08:14:12 -0400
Subject: [rt-users] make testdeps
In-Reply-To: <DFEBLCHCPJIBIEACAAKGEEIPCCAA.longie@esatclear.ie>; from longie@esatclear.ie on Sun, Oct 14, 2001 at 09:45:48AM +0100
References: <20011013161207.X13837@metachar.net> <DFEBLCHCPJIBIEACAAKGEEIPCCAA.longie@esatclear.ie>
Message-ID: <20011014081412.G3171@nixc.net>

  |+ DBI::mysql is not installed even though I have mysql 3 running, and
  |+ Apache::Cookie is not installed.


From andrew at rwts.com.au  Sun Oct 14 08:27:21 2001
From: andrew at rwts.com.au (Andrew Yager)
Date: Sun, 14 Oct 2001 22:27:21 +1000
Subject: [rt-users] make testdeps
In-Reply-To: <20011014081412.G3171@nixc.net>
Message-ID: <D07DC255-C09E-11D5-A76A-0030656AB4F8@rwts.com.au>

... and if that still doesn't work... then try using the word force 
before install... that doesn't run the tests :-)

Apache::Session would not install for me until I forced it.

Andrew

On Sunday, October 14, 2001, at 10:14  PM, Darrin Walton wrote:

>   |+ DBI::mysql is not installed even though I have mysql 3 running, and
>   |+ Apache::Cookie is not installed.
>
>> From the README:
>
> 3.2   If there are unsatisfied dependencies, install them by hand or run
>         make fixdeps
>
>        (You may need to install Apache::Session and Apache::DBI by hand.
>
>         You might need to install Msql-Mysql-Modules by hand.
>         perl -MCPAN -e'install DBD::mysql::Install' should do it for 
> you.
>        )
>
> Installing the database server does not automatically install the perl
> modules.  You'll probably have to install Apache::Cookie by hand as 
> well.
>
> Have you tried:
>
>   |+ [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Adam R Prato
>   |+
>   |+ > Any suggestions? Behind a firewall so i cannot use make fixdeps
>   |+ >
>   |+ > Cheers
>   |+
>   |+ http://search.cpan.org or
>   |+ ftp://ftp.freesoftware.com/pub/perl/CPAN/modules/by-module/
>   |+
>   |+ Grab each package by hand from those urls. Use the ftp site first, 
> and if
>   |+ you
>   |+ cant find it, search for the module at search.cpan.org.
>   |+
>   |+ Build them each by hand. It's easy. just unpack the src, type
>   |+ "perl Makefile.PL", then "make ; make test ; su ; make install"
>
> -darrin
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
>
_________________
Andrew Yager
Real World Technology Solutions
Real People Real SolUtions?
ph: (02) 9945 2567 fax: (02) 9945 2566
mob: 0405 15 2568
http://www.rwts.com.au/
_________________




From teo.dehesselle at uts.edu.au  Mon Oct 15 01:31:03 2001
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Mon, 15 Oct 2001 15:31:03 +1000
Subject: [rt-users] "Non-text message not quoted"
Message-ID: <3BCA7497.81BD9447@uts.edu.au>

One of our queues gets a lot of mail from non-native english speakers, and
as such we get a lot of mail with:

Content-type: text/plain; charset="ISO-8859-1"
Content-transfer-encoding: quoted-printable

Or somesuch. When replying, instead of quoting the text, it gives:

[Non-text message not quoted]

Is this a known bug? Has it been fixed since 2.0.5 (which we're using)?
Does anyone have a quick hack? 

-- 
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  Mon Oct 15 01:44:36 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 15 Oct 2001 01:44:36 -0400
Subject: [rt-users] "Non-text message not quoted"
In-Reply-To: <3BCA7497.81BD9447@uts.edu.au>; from teo.dehesselle@uts.edu.au on Mon, Oct 15, 2001 at 03:31:03PM +1000
References: <3BCA7497.81BD9447@uts.edu.au>
Message-ID: <20011015014436.Y303@pallas.fsck.com>

Yes. this got fixed around 2.0.7, with some major reworking of the text
quoting stuff.


On Mon, Oct 15, 2001 at 03:31:03PM +1000, Teo de Hesselle wrote:
> 
> One of our queues gets a lot of mail from non-native english speakers, and
> as such we get a lot of mail with:
> 
> Content-type: text/plain; charset="ISO-8859-1"
> Content-transfer-encoding: quoted-printable
> 
> Or somesuch. When replying, instead of quoting the text, it gives:
> 
> [Non-text message not quoted]
> 
> Is this a known bug? Has it been fixed since 2.0.5 (which we're using)?
> Does anyone have a quick hack? 
> 
> -- 
> 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
> 

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



From larsen at appeal.se  Mon Oct 15 09:46:20 2001
From: larsen at appeal.se (Staffan Larsen)
Date: Mon, 15 Oct 2001 15:46:20 +0200
Subject: [rt-users] Attachements in correspondence
References: <15300.41566.300019.875412@onceler.kciLink.com> <20011010161940.A1623@pallas.fsck.com> <15300.46153.419036.446831@onceler.kciLink.com> <20011010204310.E1623@pallas.fsck.com>
Message-ID: <3BCAE8AC.7A3CE3FB@jrockit.com>

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

Jesse Vincent wrote:
> 
> > Obviously, at least one other person on this list seems to think it
> > would send the attachment with the response.
> 
> *nod*  We've actually had this one a few times before, too.  This addition
> would be useful for more than just web updates, but also to send out attachments
> that come in as part of MIME encoded mail messages.
> 
> I want this behaviour as well, It's just not high on my list. But I'd definitely
> be happy to help you out making it go.
> 
> > 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?
> 
> > _______________________________________________
> > 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

--
Appeal Virtual Machines - Makers of JRockit
http://www.jrockit.com/
-------------- next part --------------
# 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;
}

# }}}


1;
-------------- next part --------------
A non-text attachment was scrubbed...
Name: insert_action.pl
Type: application/x-perl
Size: 1804 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011015/34bb36c9/attachment.bin>

From henning at schlund.de  Mon Oct 15 11:07:18 2001
From: henning at schlund.de (Henning Wackernagel)
Date: Mon, 15 Oct 2001 17:07:18 +0200
Subject: [rt-users] Can I do this?
References: <3BCAF9CB.60F0A920@schlund.de>
Message-ID: <3BCAFBA6.85B2AD90@schlund.de>

If a comment is added to a ticked the writer wants to send this comment
to an other person (E-Mail). He want not to add this person to the
watchers to this ticket, only for this comment. Is there a Posibility to
add the E-Mail address to a comment?

If someone opens a comment in a ticket he can change the watchers but
only for the commplete ticket.

We use RT 2.0.8.

Tanks,
-- 
Henning Wackernagel
Netzwerkadministration
Schlund + Partner AG
Erbprinzenstr. 4 - 12   Mail: wackernagel at schlund.de
76133 Karlsruhe         Tel:  0721 / 91374-0



From richard.soderberg at databuilt.com  Mon Oct 15 11:19:30 2001
From: richard.soderberg at databuilt.com (Richard Soderberg)
Date: Mon, 15 Oct 2001 11:19:30 -0400
Subject: [rt-users] Can I do this?
Message-ID: <245D3383FB8F0C469218514273488A27034119@hh-nts01.databuilt.com>

I'm looking at WebRT/html/Ticket/Update.html, which specifies

<FORM ACTION="Display.html" METHOD=POST  enctype="multipart/form-data">

for the form elements that provide the Comments functionality.  If you
added a new INPUT to Update.html, you could modify
WebRT/html/Ticket/Display.html to detect that new form element and send
the email to the user for only that comment.

(a tip: when modifying WebRT/html/Ticket/Update.html, save your
modifications to local/WebRT/html/Ticket/Update.html)

I don't believe that this would require modifying any of the lib/RT/*.pm
files, especially if there's an email function exposed somewhere that
you could harness to make it do this.

Jesse, would this be a feature that would be useful to RT in general?

R.

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Henning Wackernagel
> Sent: Monday, October 15, 2001 11:07 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Can I do this?
> 
> 
> If a comment is added to a ticked the writer wants to send 
> this comment
> to an other person (E-Mail). He want not to add this person to the
> watchers to this ticket, only for this comment. Is there a 
> Posibility to
> add the E-Mail address to a comment?
> 
> If someone opens a comment in a ticket he can change the watchers but
> only for the commplete ticket.
> 
> We use RT 2.0.8.
> 
> Tanks,
> -- 
> Henning Wackernagel
> Netzwerkadministration
> Schlund + Partner AG
> Erbprinzenstr. 4 - 12   Mail: wackernagel at schlund.de
> 76133 Karlsruhe         Tel:  0721 / 91374-0
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 



From greg at space.cfi.co.ug  Mon Oct 15 21:24:36 2001
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Mon, 15 Oct 2001 18:24:36 -0700 (PDT)
Subject: [rt-users] script not executed?
Message-ID: <Pine.LNX.4.33.0110151822520.3671-100000@space.cfi.co.ug>

Hi all!

I installed webrt fine.... However, when I try to browse the url, the
actual perl script appears instead of being executed

Any ideas on what I should do?

----
Greg,
Computer Frontiers International

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------





From richard.soderberg at databuilt.com  Mon Oct 15 11:35:36 2001
From: richard.soderberg at databuilt.com (Richard Soderberg)
Date: Mon, 15 Oct 2001 11:35:36 -0400
Subject: [rt-users] script not executed?
Message-ID: <245D3383FB8F0C469218514273488A2703411B@hh-nts01.databuilt.com>

> From: greg at space.cfi.co.ug
> Sent: Monday, October 15, 2001 9:25 PM
> 
> Hi all!
> 
> I installed webrt fine.... However, when I try to browse the url, the
> actual perl script appears instead of being executed
> 
> Any ideas on what I should do?

Did you follow the configuration instructions for HTML::Mason?  It
sounds like Apache thinks that your RT web root is full of normal
documents.  I believe the README had a section on how to configure the
SetHandler appropriately.

R.



From kylet at proteome.com  Mon Oct 15 14:10:39 2001
From: kylet at proteome.com (Kyle Tucker)
Date: Mon, 15 Oct 2001 14:10:39 -0400
Subject: [rt-users] Update.html default action
Message-ID: <1011015141040.ZM8414@whaler.proteome.com>

Hi,
	When we resolve a ticket, I'd like the default action for
the "Update Type" to be "Respond to requestors" versus "Comments".
>From the Update.html script, it appears this would happen if it
was called with Action=Respond. I can't see where I can make this
happen. Any tips? TIA.

--
- Kyle
----------------------------------------------------------------------
Kyle Tucker - Manager of IT                        Tel: (978) 816-0229
Proteome Division - Incyte Genomics                Fax: (978) 816-0286
100 Cummings Center, Suite 435M             Email - kylet at proteome.com
Beverly, MA 01915                        Web - http://www.proteome.com
----------------------------------------------------------------------



From arp-rt2 at metachar.net  Mon Oct 15 19:02:18 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Mon, 15 Oct 2001 19:02:18 -0400
Subject: [rt-users] one user with multiple email addresses
Message-ID: <20011015190217.Z13837@metachar.net>

Is it possible to have a single user that has multiple email addresses? I ask
because it would be helpful if a user was able to be able to manipulate the
queues with X number of mail addresses without having to have an individual
user for each mail address.

If not, I'm curious what the design reason is (Purely because I'm curious about
the design. I'm not commenting negatively :])

Adam



From jesse at bestpractical.com  Mon Oct 15 23:54:14 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 15 Oct 2001 23:54:14 -0400
Subject: [rt-users] one user with multiple email addresses
In-Reply-To: <20011015190217.Z13837@metachar.net>; from arp-rt2@metachar.net on Mon, Oct 15, 2001 at 07:02:18PM -0400
References: <20011015190217.Z13837@metachar.net>
Message-ID: <20011015235414.D7182@pallas.fsck.com>

So, allowing multiple email addresses per user would require further table
deconstruction. (It would require a seperate table.)  I'm, not saying this
won't happen in the future, but it does require some new work.  For now,
one thing you can do is to modify the CanonicalizeAddress sub in the config
file to do your extra name lookup or transformation.

	-j


On Mon, Oct 15, 2001 at 07:02:18PM -0400, Adam R Prato wrote:
> Is it possible to have a single user that has multiple email addresses? I ask
> because it would be helpful if a user was able to be able to manipulate the
> queues with X number of mail addresses without having to have an individual
> user for each mail address.
> 
> If not, I'm curious what the design reason is (Purely because I'm curious about
> the design. I'm not commenting negatively :])
> 
> Adam
> 
> _______________________________________________
> 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 jfreeman at sporg.com  Tue Oct 16 02:38:40 2001
From: jfreeman at sporg.com (Jeremy Freeman)
Date: Mon, 15 Oct 2001 23:38:40 -0700
Subject: [rt-users] RT2 and Exim From: field
Message-ID: <000b01c1560d$317b1cc0$0264a8c0@jeremy.bc.ca>

I think this is an Exim thing, but am not exactly sure. Maybe someone can
enlighten me :)

On headers sent from RT2 I get two(2) From headers. One is from
www-data at domain.com and the other is the correct one for the queue. I also
get a Sender: line that says www-data at domain.com. I don't really like seeing
the www-data part in message headers because I'm anal. What is the solution
to this?

Example Header:


From support at domain.com  Mon Oct 15 20:37:17 2001
From: support at domain.com (Jeremy Freeman via RT)
Date: Mon, 15 Oct 2001 17:37:17 -0700
Subject: [sporg.com #2] Help
In-Reply-To: <rt-2@sporg.com>
Message-ID: <rt-2-8.19.3679354901868@domain.com>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011015/34ab8944/attachment.ksh>

From silverfern at paradise.net.nz  Fri Oct 12 14:54:49 2001
From: silverfern at paradise.net.nz (Matthew)
Date: Sat, 13 Oct 2001 07:54:49 +1300
Subject: [rt-users] error line 9 DBI
Message-ID: <002701c1534f$eb096db0$cc664fcb@TITAN>

Hi all,
I am trying to install RT but i get an error on
initdb line 9 DBI

not sure what to do, I am using the latetest perl in /usr/bin/perl but to no avail 
any ideas

matthew
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011013/33cff831/attachment.htm>

From Rehan at nha.co.za  Tue Oct 16 03:54:27 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Tue, 16 Oct 2001 09:54:27 +0200
Subject: FW: [rt-users] Can I do this?
Message-ID: <FD2EC577E876CA418D08460A64646FBD011243FF@titan.nha.co.za>

Hi Richard, Henning,

I am looking at doing the exact same modification.  I am a bit lost on the
Mason stuff, but slowly getting there and will keep you posted.  Please do
the same.

Jesse, or someone,
It would be much appreciated if you could give some pointers as to where,
other than Update.html, I should look.  I realize this is a very broad
question, but I will ask them more specifically as I go along.  Any help
appreciated.

Thanks,

Rehan van der Merwe



-----Original Message-----
From: Richard Soderberg [mailto:richard.soderberg at databuilt.com]
Sent: Monday, October 15, 2001 5:20 PM
To: Henning Wackernagel
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] Can I do this?


I'm looking at WebRT/html/Ticket/Update.html, which specifies

<FORM ACTION="Display.html" METHOD=POST  enctype="multipart/form-data">

for the form elements that provide the Comments functionality.  If you
added a new INPUT to Update.html, you could modify
WebRT/html/Ticket/Display.html to detect that new form element and send
the email to the user for only that comment.

(a tip: when modifying WebRT/html/Ticket/Update.html, save your
modifications to local/WebRT/html/Ticket/Update.html)

I don't believe that this would require modifying any of the lib/RT/*.pm
files, especially if there's an email function exposed somewhere that
you could harness to make it do this.

Jesse, would this be a feature that would be useful to RT in general?

R.

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Henning Wackernagel
> Sent: Monday, October 15, 2001 11:07 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Can I do this?
> 
> 
> If a comment is added to a ticked the writer wants to send 
> this comment
> to an other person (E-Mail). He want not to add this person to the
> watchers to this ticket, only for this comment. Is there a 
> Posibility to
> add the E-Mail address to a comment?
> 
> If someone opens a comment in a ticket he can change the watchers but
> only for the commplete ticket.
> 
> We use RT 2.0.8.
> 
> Tanks,
> -- 
> Henning Wackernagel
> Netzwerkadministration
> Schlund + Partner AG
> Erbprinzenstr. 4 - 12   Mail: wackernagel at schlund.de
> 76133 Karlsruhe         Tel:  0721 / 91374-0
> 
> _______________________________________________
> 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 darrinw at nixc.net  Tue Oct 16 08:01:02 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 16 Oct 2001 08:01:02 -0400
Subject: [rt-users] error line 9 DBI
In-Reply-To: <002701c1534f$eb096db0$cc664fcb@TITAN>; from silverfern@paradise.net.nz on Sat, Oct 13, 2001 at 07:54:49AM +1300
References: <002701c1534f$eb096db0$cc664fcb@TITAN>
Message-ID: <20011016080102.Q3171@nixc.net>

  |+ I am trying to install RT but i get an error on
  |+ initdb line 9 DBI
  |+ 
  |+ not sure what to do, I am using the latetest perl in /usr/bin/perl but to no avail 
  |+ any ideas
  |+ 

can you give a little more information?  The exact error, the version of
RT, the database type/version, etc?





From hsinclai at speakeasy.net  Tue Oct 16 10:07:45 2001
From: hsinclai at speakeasy.net (hsinclai at speakeasy.net)
Date: Tue, 16 Oct 2001 14:07:45 UT
Subject: [rt-users] one user with multiple email addresses
Message-ID: <200110161407.f9GE7jE10997@spidey.speakeasy.net>

This is sloppy, and not exactly what you mean, but I just got it to work by entering the user's email address as:

username1 at domain1.com,username2 at domain2.com

At least mail will be sent to both addresses but the database entry is a mess..



On Mon, 15 Oct 2001 23:54:14 -0400, Jesse Vincent <jesse at bestpractical.com> wrote:

> So, allowing multiple email addresses per user would require further table
> deconstruction. (It would require a seperate table.)  I'm, not saying this
> won't happen in the future, but it does require some new work.  For now,
> one thing you can do is to modify the CanonicalizeAddress sub in the config
> file to do your extra name lookup or transformation.
> 
> 	-j
> 
> 
> On Mon, Oct 15, 2001 at 07:02:18PM -0400, Adam R Prato wrote:
> > Is it possible to have a single user that has multiple email addresses? I ask
> > because it would be helpful if a user was able to be able to manipulate the
> > queues with X number of mail addresses without having to have an individual
> > user for each mail address.
> > 
> > If not, I'm curious what the design reason is (Purely because I'm curious about
> > the design. I'm not commenting negatively :])
> > 
> > Adam
> > 
> > _______________________________________________
> > 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 y.fitterer at ram.ac.uk  Tue Oct 16 14:20:04 2001
From: y.fitterer at ram.ac.uk (Yan Fitterer)
Date: Tue, 16 Oct 2001 19:20:04 +0100
Subject: [rt-users] Bug Report?
Message-ID: <3BCC885A.6828.E73F2F@localhost>

Got an error back to the browser (see below):

What I was doing:
Created a user, allowed to have rights. Made member of a group. Granted limited rights to 
the groups for a single queue only (enough to field requests).
Went to Configuration, then Queues, the Add queue -> got error.
Got the same error whever I try the same thing under that user.

URL in browser:
http://rt/Admin/Queues/Modify.html?Create=1

Error (in browser):
System error
while serving rt.ram.ac.uk /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, <GEN12> 
line 1491.
backtrace: /Admin/Queues/Modify.html [standard] <= /autohandler [standard]
-- 
Yan Fitterer
IT Manager, Royal Academy of Music
E-mail : y.fitterer at ram.ac.uk
Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364
  




From david at micro-prince.com  Tue Oct 16 16:16:54 2001
From: david at micro-prince.com (David Fletcher)
Date: Tue, 16 Oct 2001 16:16:54 -0400
Subject: [rt-users] Quick question
Message-ID: <005301c1567f$8001ee10$0ac8a8c0@david>

Docs say I need Mysql v3.23.38 or higher.  I have v3.23.36.  Is this OK, or
are the docs absolute on this?

__________________________________________

David Fletcher
Micro-Prince Computers
(904)721-0867
(904)721-1253 fax
http://www.micro-prince.com (business)
http://www.mahonri.org (personal)
__________________________________________





From allbery at ece.cmu.edu  Tue Oct 16 16:24:33 2001
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Tue, 16 Oct 2001 16:24:33 -0400
Subject: [rt-users] Quick question
In-Reply-To: <005301c1567f$8001ee10$0ac8a8c0@david>
References: <005301c1567f$8001ee10$0ac8a8c0@david>
Message-ID: <0.1003263873@hilfy.ece.cmu.edu>

On Tuesday, October 16, 2001 16:16:54 -0400, David Fletcher 
<david at micro-prince.com> wrote:
+-----
| Docs say I need Mysql v3.23.38 or higher.  I have v3.23.36.  Is this OK,
| or are the docs absolute on this?
+--->8

The docs have good reason to be specific about the version.

-- 
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 chip.clofine at dhapdigital.com  Tue Oct 16 19:42:12 2001
From: chip.clofine at dhapdigital.com (chip clofine)
Date: Tue, 16 Oct 2001 16:42:12 -0700
Subject: [rt-users] moving keyword branches
Message-ID: <3BCCC5D4.34864A72@dhapdigital.com>

What's the most graceful way (if there is one) to move a branch of the
Keywords tree under a different parent node? I realized I made a design
flaw in my Keyword implementation and would like to reorganize the
branches without having to reimplement what I've already created.

Thanks....
Chip







From ws at br-online.de  Tue Oct 16 19:59:37 2001
From: ws at br-online.de (Werner Schultheiss)
Date: Wed, 17 Oct 2001 01:59:37 +0200
Subject: [rt-users] From field in Reply (Correspond)
Message-ID: <20011017015937.A11999@br-online.de>

I?ve got 2.0.8 to run under SuSe-Linux after a couple of system clean-ups.

Running RT with 5 Queues, I?ve setup From: and Reply-To: in
Config->Queues->queuename->Basics for each queue to a unique name - e.g.
support at ourdomain -, but every mail out of RT comes from Apache?s uid 
"nobody" to the requestors, independent of ?sendmail? or ?sendmailpipe?.

Also, changing the global From: in etc/config.pm has no effect.
(yes, I?ve stopped and started apache manually)

I don?t know, wether my search is in the right place:
In lib/RT/Action/SendEmail.pm I found the settings of the header fields,
but no "From:" field is generated.

Any suggestions or hinnts ?

Thank you in advance,
Werner Schulthei?




From marc at precipice.org  Tue Oct 16 19:53:28 2001
From: marc at precipice.org (Marc Hedlund)
Date: Tue, 16 Oct 2001 16:53:28 -0700 (PDT)
Subject: [rt-users] moving keyword branches
In-Reply-To: <3BCCC5D4.34864A72@dhapdigital.com>
Message-ID: <Pine.LNX.4.21.0110161652070.9788-100000@crankshaft.bitmechanic.com>

(Hey, Chip)

I'd fire up mysql and do an update where... to re-parent the ones you want
to move.  I'm not sure I would call this "graceful," but, hey.

Marc Hedlund 
e: marc at precipice dot org

On Tue, 16 Oct 2001, chip clofine wrote:

> 
> What's the most graceful way (if there is one) to move a branch of the
> Keywords tree under a different parent node? I realized I made a design
> flaw in my Keyword implementation and would like to reorganize the
> branches without having to reimplement what I've already created.
> 
> Thanks....
> Chip
> 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From FPercynski at synchrony.net  Tue Oct 16 20:04:27 2001
From: FPercynski at synchrony.net (Percynski, Fred)
Date: Tue, 16 Oct 2001 20:04:27 -0400
Subject: [rt-users] --summary format
Message-ID: <8DE9A17333ACD411A52B00508B5B0CE4D8D519@mail.synchrony.net>

Is information available on how to format the --summary option in RT's
command line interface?  From reading the archives I know that RT supports
this
--summary %id4%queue10%subject40
but I am trying to figure out a way to delimit each field, something like
--summary %id4 : %queue10 : %subject40

Any ideas on how to do this?  Specifically, how to delimit each field so
that Perl can parse the information easily.

Thanks!
Fred




From JWong at tonbu.com  Tue Oct 16 21:46:16 2001
From: JWong at tonbu.com (John Wong)
Date: Tue, 16 Oct 2001 18:46:16 -0700
Subject: [rt-users] Problem with ticket creation thru email
Message-ID: <F062E72E4BA2D4119F1700B0D03D205F0106EC66@mail.tonbu.com>

Hello,

I recently set up rt 2.0.6 on Linux 7.1.
I want rt to create a ticket thru email sent in by users to rt at tonbu.com. I
have added the following to the localhost's aliases:

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

But when I emailed to rt at tonbu.com, I got the following bouced mail. Can
someone please help point out what could be the cause.

Please reply to jwong at tonbu.com.

Thank you so much!

john wong
jwong at tonbu.com


-----Original Message-----
From: Mail Delivery Subsystem [mailto:MAILER-DAEMON at rt2.tonbu.com]
Sent: Tuesday, October 16, 2001 5:08 PM
To: root at rt2.tonbu.com
Subject: Returned mail: see transcript for details


The original message was received at Tue, 16 Oct 2001 17:08:22 -0700
from root at localhost

   ----- The following addresses had permanent fatal errors -----
"|/opt/rt2/bin/rt-mailgate --queue NOC --action correspond"
    (reason: service unavailable)
    (expanded from: rt at rt2.tonbu.com)

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

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011016/45703d48/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: ATT90345.TXT
Type: application/octet-stream
Size: 317 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011016/45703d48/attachment.obj>
-------------- next part --------------
An embedded message was scrubbed...
From: root
Subject: email for rt on rt2
Date: Tue, 16 Oct 2001 17:08:22 -0700
Size: 792
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011016/45703d48/attachment.eml>

From ayan.kayal at yale.edu  Tue Oct 16 21:58:30 2001
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Tue, 16 Oct 2001 21:58:30 -0400
Subject: [rt-users] Problem with ticket creation thru email
In-Reply-To: <F062E72E4BA2D4119F1700B0D03D205F0106EC66@mail.tonbu.com>
Message-ID: <NDBBLGIJILLPLMJHFAFAKEHKCJAA.ayan.kayal@yale.edu>

You need a symlink in /etc/smrsh to rt-mailgate.

O-                         ~ARK

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On
Behalf Of John Wong
Sent: Tuesday, October 16, 2001 9:46 PM
To: 'rt-users at lists.fsck.com'
Cc: John Wong
Subject: [rt-users] Problem with ticket creation thru email


Hello,
I recently set up rt 2.0.6 on Linux 7.1.
I want rt to create a ticket thru email sent in by users to rt at tonbu.com. I
have added the following to the localhost's aliases:
rt : "|/opt/rt2/bin/rt-mailgate --queue NOC --action correspond"
But when I emailed to rt at tonbu.com, I got the following bouced mail. Can
someone please help point out what could be the cause.
Please reply to jwong at tonbu.com.
Thank you so much!
john wong
jwong at tonbu.com


-----Original Message-----
From: Mail Delivery Subsystem [mailto:MAILER-DAEMON at rt2.tonbu.com]
Sent: Tuesday, October 16, 2001 5:08 PM
To: root at rt2.tonbu.com
Subject: Returned mail: see transcript for details


The original message was received at Tue, 16 Oct 2001 17:08:22 -0700
from root at localhost
   ----- The following addresses had permanent fatal errors -----
"|/opt/rt2/bin/rt-mailgate --queue NOC --action correspond"
    (reason: service unavailable)
    (expanded from: rt at rt2.tonbu.com)
   ----- Transcript of session follows -----
smrsh: rt-mailgate not available for sendmail programs
554 5.0.0 "|/opt/rt2/bin/rt-mailgate --queue NOC --action correspond"...
Service unavailable





From gboug at unico.com.au  Tue Oct 16 23:27:36 2001
From: gboug at unico.com.au (Greg Boug)
Date: Wed, 17 Oct 2001 13:27:36 +1000
Subject: [rt-users] Outgoing email
Message-ID: <008801c156bb$aaccb4e0$680ba8c0@pc.unico.com.au>

Hi all,

At present, unless I'm completely off the mark here, RT sends emails
out to all users, with the exception of the user who initiated the 
email. If there any way to make sure that when an email is sent, it 
is sent to _all_ watchers, requesters, etc. regardless of whether it 
is them that initiated the email?

If not, I'm gonna have to start hacking code (something I want to 
avoid, if possible)

thanks,

Greg



From jesse at bestpractical.com  Wed Oct 17 00:20:31 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 17 Oct 2001 00:20:31 -0400
Subject: [rt-users] Outgoing email
In-Reply-To: <008801c156bb$aaccb4e0$680ba8c0@pc.unico.com.au>; from gboug@unico.com.au on Wed, Oct 17, 2001 at 01:27:36PM +1000
References: <008801c156bb$aaccb4e0$680ba8c0@pc.unico.com.au>
Message-ID: <20011017002031.F7182@pallas.fsck.com>

You have to hack code for that at this point. 


On Wed, Oct 17, 2001 at 01:27:36PM +1000, Greg Boug wrote:
> Hi all,
> 
> At present, unless I'm completely off the mark here, RT sends emails
> out to all users, with the exception of the user who initiated the 
> email. If there any way to make sure that when an email is sent, it 
> is sent to _all_ watchers, requesters, etc. regardless of whether it 
> is them that initiated the email?
> 
> If not, I'm gonna have to start hacking code (something I want to 
> avoid, if possible)
> 
> 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 jesse at bestpractical.com  Wed Oct 17 01:05:28 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 17 Oct 2001 01:05:28 -0400
Subject: [rt-users] Bug Report?
In-Reply-To: <3BCC885A.6828.E73F2F@localhost>; from y.fitterer@ram.ac.uk on Tue, Oct 16, 2001 at 07:20:04PM +0100
References: <3BCC885A.6828.E73F2F@localhost>
Message-ID: <20011017010528.J7182@pallas.fsck.com>

Can you supply some more details about your setup?


On Tue, Oct 16, 2001 at 07:20:04PM +0100, Yan Fitterer wrote:
> Got an error back to the browser (see below):
> 
> What I was doing:
> Created a user, allowed to have rights. Made member of a group. Granted limited rights to 
> the groups for a single queue only (enough to field requests).
> Went to Configuration, then Queues, the Add queue -> got error.
> Got the same error whever I try the same thing under that user.
> 
> URL in browser:
> http://rt/Admin/Queues/Modify.html?Create=1
> 
> Error (in browser):
> System error
> while serving rt.ram.ac.uk /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, <GEN12> 
> line 1491.
> backtrace: /Admin/Queues/Modify.html [standard] <= /autohandler [standard]
> -- 
> Yan Fitterer
> IT Manager, Royal Academy of Music
> E-mail : y.fitterer at ram.ac.uk
> Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364
>   
> 
> 
> _______________________________________________
> 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 ttp at mdcl.com.cn  Wed Oct 17 02:23:56 2001
From: ttp at mdcl.com.cn (ttp)
Date: Wed, 17 Oct 2001 14:23:56 +0800
Subject: [rt-users] AdminCc and Cc
Message-ID: <000201c156d6$0918e0e0$0204080a@mdcl.com.cn>


Hi,

Can you explain some details of AdminCc and Cc? 
I don't know how to add members to these groups.

Any hints will be much appreciated.


Thanks.

Tom

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011017/0412606b/attachment.htm>

From andyh at myinternet.com.au  Wed Oct 17 02:56:54 2001
From: andyh at myinternet.com.au (andyh at myinternet.com.au)
Date: Wed, 17 Oct 2001 16:56:54 +1000 (EST)
Subject: [rt-users] Setting scrip conditions on select transaction types
Message-ID: <XFMail.20011017165654.andyh@myinternet.com.au>

Hi there, Is there a way of setting a scrip to execute when a ticket is assigned
from one user to another (but not for other transactions ie. I don't want to
use OnTransaction)?

If not is this something that is likely to be added in 2.2. I noticed in the
"Thoughts on 2.2" mail to rt-dev from Jesse:
must    Include more Conditions;

Is this the sort of thing you're talking about?

I'm guessing what would happen is that you'd be able to set some sort of
transaction specific condition. eg. OnTransactionGive in this case?

Thanks
Andy




From pawal at blipp.com  Wed Oct 17 03:51:37 2001
From: pawal at blipp.com (Patrik Wallstrom)
Date: Wed, 17 Oct 2001 09:51:37 +0200 (CEST)
Subject: [rt-users] Setting scrip conditions on select transaction types
In-Reply-To: <XFMail.20011017165654.andyh@myinternet.com.au>
Message-ID: <Pine.LNX.4.33.0110170949470.14732-100000@vic20.blipp.com>

On Wed, 17 Oct 2001 andyh at myinternet.com.au wrote:

> Hi there, Is there a way of setting a scrip to execute when a ticket
> is assigned from one user to another (but not for other transactions
> ie. I don't want to use OnTransaction)?

I just did this, add this little code snippet to your ScripConditions:
http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/OwnerChange.pm

You have to att this to both path/rt2/lib/RT/Condition and to you
ScripConditions table in the database.

--
patrik_wallstrom->foodfight->pawal at blipp.com->+46-706355528




From gjjc at rubberplant.freeserve.co.uk  Wed Oct 17 05:11:25 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Wed, 17 Oct 2001 09:11:25 +0000
Subject: [rt-users] Setting scrip conditions on select transaction types
References: <Pine.LNX.4.33.0110170949470.14732-100000@vic20.blipp.com>
Message-ID: <3BCD4B3D.21CEC6FD@rubberplant.freeserve.co.uk>

Patrik Wallstrom wrote:
> 
> On Wed, 17 Oct 2001 andyh at myinternet.com.au wrote:
> 
> > Hi there, Is there a way of setting a scrip to execute when a ticket
> > is assigned from one user to another (but not for other transactions
> > ie. I don't want to use OnTransaction)?
> 
> I just did this, add this little code snippet to your ScripConditions:
> http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/OwnerChange.pm
> 
> You have to att this to both path/rt2/lib/RT/Condition and to you
> ScripConditions table in the database.
> 

Can this not be added to rt-2.0.9 ?  As I too would find it usefull.

Greg


> --
> patrik_wallstrom->foodfight->pawal at blipp.com->+46-706355528
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From damian at sentex.net  Wed Oct 17 09:38:18 2001
From: damian at sentex.net (Damian Gerow)
Date: Wed, 17 Oct 2001 09:38:18 -0400
Subject: [rt-users] Outgoing email
In-Reply-To: <008801c156bb$aaccb4e0$680ba8c0@pc.unico.com.au>
Message-ID: <5.1.0.14.2.20011017093641.09b4aa70@marble.sentex.ca>

>Hi all,
>
>At present, unless I'm completely off the mark here, RT sends emails
>out to all users, with the exception of the user who initiated the
>email. If there any way to make sure that when an email is sent, it
>is sent to _all_ watchers, requesters, etc. regardless of whether it
>is them that initiated the email?
>
>If not, I'm gonna have to start hacking code (something I want to
>avoid, if possible)

What you can do (which is fun) is to create an e-mail alias on the server 
that contains the e-mail addresses of all the watchers you want, and just 
set that e-mail address as the only watcher.

Obviously, this only works well with smaller-sized numbers of 
watchers.  We've got it set up that way for our abuse queue, and it works 
just well with eight people.




From srl at mail.boston.com  Wed Oct 17 09:53:22 2001
From: srl at mail.boston.com (Shane Landrum)
Date: Wed, 17 Oct 2001 09:53:22 -0400
Subject: [rt-users] Outgoing email
In-Reply-To: <5.1.0.14.2.20011017093641.09b4aa70@marble.sentex.ca>; from damian@sentex.net on Wed, Oct 17, 2001 at 09:38:18AM -0400
References: <008801c156bb$aaccb4e0$680ba8c0@pc.unico.com.au> <5.1.0.14.2.20011017093641.09b4aa70@marble.sentex.ca>
Message-ID: <20011017095321.H22328@mail.boston.com>

On Wed, Oct 17, 2001 at 09:38:18AM -0400, Damian Gerow (damian at sentex.net) wrote:
> 
> What you can do (which is fun) is to create an e-mail alias on the server 
> that contains the e-mail addresses of all the watchers you want, and just 
> set that e-mail address as the only watcher.
> 
> Obviously, this only works well with smaller-sized numbers of 
> watchers.  We've got it set up that way for our abuse queue, and it works 
> just well with eight people.

I'd love to see a script, if anyone has one, to rotate, for example,
an on-call email address to point to different email addresses 
on different days. Our staff members carry pagers that have email
addresses, and it would be really handy to have a single email
address point to different people at different times.

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



From wozz+rt at wookie.net  Wed Oct 17 12:17:19 2001
From: wozz+rt at wookie.net (Wozz)
Date: Wed, 17 Oct 2001 10:17:19 -0600
Subject: [rt-users] Odd behavior?
Message-ID: <20011017101718.D14893@luvewe.bonch.org>

Is the default behavior of RT2.0.8 to not display the body of a transaction
if its over a certain size?  I know there is a max attachment size, but is
there a max transaction size, above which, you have to click the 'download'
link to view the content of the transaction (minus the email headers, which
do appear).  If so, is this tunable and where?



From jesse at bestpractical.com  Wed Oct 17 12:31:48 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 17 Oct 2001 12:31:48 -0400
Subject: [rt-users] Odd behavior?
In-Reply-To: <20011017101718.D14893@luvewe.bonch.org>; from wozz+rt@wookie.net on Wed, Oct 17, 2001 at 10:17:19AM -0600
References: <20011017101718.D14893@luvewe.bonch.org>
Message-ID: <20011017123148.M7182@pallas.fsck.com>

That is the standard behaviour of ever 1.3 and 2.0 release, yes.  

you want to look at modifying the line 

%	length($message->Content)<13456) {

in webrt/Ticket/Elements/ShowTransaction.  making this per-user configurable
when we have a configuration system would be good, yes :)

	-j




On Wed, Oct 17, 2001 at 10:17:19AM -0600, Wozz wrote:
> Is the default behavior of RT2.0.8 to not display the body of a transaction
> if its over a certain size?  I know there is a max attachment size, but is
> there a max transaction size, above which, you have to click the 'download'
> link to view the content of the transaction (minus the email headers, which
> do appear).  If so, is this tunable and where?
> 
> _______________________________________________
> 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 pekrogel at mtu.edu  Wed Oct 17 13:23:44 2001
From: pekrogel at mtu.edu (Patrick E. Krogel)
Date: Wed, 17 Oct 2001 13:23:44 -0400
Subject: [rt-users] Is it possible to use queue name in place of rtname?
Message-ID: <3BCDBEA0.CA4AEAD@mtu.edu>

I was wondering if it's possible to have the tickets use the queue name
in the subject line in place of the rtname.

Subject: [{$rtname} #213] Problem with computer

would become...

Subject: [{$Ticket->QueueObj->Name()} #213] Problem with computer

I used the Template notation for specifying the queue name.

-Pat
--------------------------------------------------------------------
Pat Krogel						pekrogel at mtu.edu
CEC Systems Administrator				Ph: (906)487-2111
Michigan Technological University			Fax:(906)487-2283



From rt at netthink.co.uk  Wed Oct 17 13:38:59 2001
From: rt at netthink.co.uk (Simon Cozens)
Date: Wed, 17 Oct 2001 18:38:59 +0100
Subject: [rt-users] [PATCH] Requestors must have an ID
Message-ID: <20011017183859.B706@netthink.co.uk>

OK, suppose the following happens:

1) Front-line helpdesk forwards (rather than bounces) a query into RT.
2) The ticket appears with the helpdesk as requestor.
3) We delete the helpdesk and add the email address of the end user as
   requestor.
   This email address isn't an RT user at present, so RT tries to look
   it up to change the requestor ID, and fails. Requestor ID is still
   the helpdesk's ID.
4) We send correspondence, which correctly goes to the end user by email.
5) End user replies.

Now what happens? End user doesn't actually have a "user" entry in the
RT database, so when he replies, RT creates one for him. RT then
checks to see if this new user is the same as the requestor of the
ticket - which obviously it isn't, because we've established in (3)
that the ID is still the helpdesk's ID. (Trust me, we've seen this
happen here.) So the end user ends up having his mail bounced and
being told he's not actually the requestor and doesn't have permission
to correspond on the ticket.

Moral of the story? Requestors must have valid user IDs. This patch
makes it so.

--- /home/simon/rt-2-0-6/lib/RT/Watcher.pm	Tue Apr  3 07:31:14 2001
+++ RT/Watcher.pm	Wed Oct 17 17:29:20 2001
@@ -78,8 +78,25 @@
 	}
     }
     
-    
-    
+    if ($args{'Type'} eq "Requestor" and $args{'Owner'} == 0) {
+        # Requestors *MUST* have an ID.
+        my $NewUser = RT::User->new($RT::SystemUser);
+
+        my ($Val, $Message) =
+          $NewUser->Create(Name => ($Username || $Address),
+                   EmailAddress => $Address,
+                   RealName => "$Name",
+                   Password => undef,
+                   Privileged => 0,
+                   Comments => 'Autocreated on ticket submission'
+                  );
+        return (0, "Could not create watcher for requestor")
+            unless $Val;
+        if ($NewUser->id) {
+            $args{'Owner'} = $NewUser->id;
+            delete $args{'Email'};
+        }
+    }
     #Make sure we\'ve got a valid type
     #TODO --- move this to ValidateType 
     return (0, "Invalid Type")

-- 
Simon Cozens
Unix Systems Programmer
Oxford University Computer Services



From richard.soderberg at databuilt.com  Wed Oct 17 14:00:12 2001
From: richard.soderberg at databuilt.com (Richard Soderberg)
Date: Wed, 17 Oct 2001 14:00:12 -0400
Subject: [rt-users] Is it possible to use queue name in place of rtname?
Message-ID: <245D3383FB8F0C469218514273488A27034127@hh-nts01.databuilt.com>

Said Patrick E. Krogel, on Wednesday, October 17, 2001 1:24 PM:

> I was wondering if it's possible to have the tickets use the 
> queue name in the subject line in place of the rtname.
> 
> Subject: [{$rtname} #213] Problem with computer
>  would become...
> Subject: [{$Ticket->QueueObj->Name()} #213] Problem with computer
> 
> I used the Template notation for specifying the queue name.
> 
> -Pat

You could quite possibly make this modification yourself to your local
codebase; were you trying to modify a specific (or all) WebRT templates
that use "Subject: [{$rtname} ...", or perhaps the emails sent to users?
I'm not sure from the details provided which part of RT you intended to
modify.

R.



From jonathanm at webnet.qc.ca  Wed Oct 17 14:14:44 2001
From: jonathanm at webnet.qc.ca (Jonathan Marchand)
Date: Wed, 17 Oct 2001 14:14:44 -0400
Subject: [rt-users] AdminCCs, Forward Delay?
Message-ID: <003e01c15737$98f25280$c80a0a0a@webnet.qc.ca>

Hi,
 
I'm using RT 2.0.6 with sendmail 8.11.2 on a RH 7.1 box.
 
I've setup RT without any problems. But when I setup Queue Watchers and
elect them as AdminCCs so that they receive notifications for every new
tickets/comments they don't get the mails right away. It take 20 minutes
to 4 hours for the mail to be sent. And it doesn't sit in the queue...
my queue remains empty, it seems like RT takes a lot of time to forward
the mail.
 
Anyone might have a clue why? I've checked the logs, there is nothing
unusual. No error messages, I just had to add:
 
O DontBlameSendmail=ForwardFileInGroupWritableDirPath
 
to my sendmail.cf to have the forwarding work correctly. But now the
mail is delayed..
 
Please, anyone can help? :)
 
Thanks!
 
Jonathan.
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011017/0a248997/attachment.htm>

From scott at xs4all.nl  Wed Oct 17 14:08:57 2001
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Wed, 17 Oct 2001 20:08:57 +0200
Subject: [rt-users] Tying a request to an internal reference.
Message-ID: <20011017200857.A29215@xs4all.nl>

Hi,

I was looking for a way to have RT2 associate a particular ticket with an
internal reference value, such as a computer name, a username, and then be
able to search for that internal reference value to find other tickets
associated with it.

For example, trouble tickets / requests which refer to a particular web
server -- helpdesk opens a ticket complaining of speed problems, it gets
solved, a week later another ticket comes along, same server, different
customer complaining though.  I'd like to be able to search on the hostname
and easily see all associated tickets, open or closed.

The closest thing that seems to almost be there now for what I'm after is
the Relationships; but there isn't (yet) a way to search/query based upon
relationships, plus they're more geared towards ticket-number relationships,
rather than relationships to people or other reference values.

I've looked through the list-archives and various contribs/patches to RT2,
but I haven't found a way to do this yet...any suggestions would be
appreciated.  

Thanks,
Scott




From skritz01 at emerald.tufts.edu  Wed Oct 17 14:09:30 2001
From: skritz01 at emerald.tufts.edu (Sheeri Kritzer)
Date: Wed, 17 Oct 2001 14:09:30 -0400 (EDT)
Subject: [rt-users] between?
Message-ID: <Pine.OSF.4.32.0110171408490.27181-100000@emerald.tufts.edu>

is there any easy way to find out what tickets were modified, resolved,
whatever *between* certain dates?


Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
skritz01 at emerald.tufts.edu





From Rich.West at wesmo.com  Wed Oct 17 14:31:08 2001
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 17 Oct 2001 14:31:08 -0400
Subject: [rt-users] Apache + mod_perl
Message-ID: <3BCDCE6C.6030802@wesmo.com>

<rant>
Arggh!
</rant>

I know this is off-topic, but, since there must be someone else out 
there with the same setup, but working, I figured I would try...

Has anyone had any success with Apache + mod_perl on Solaris 8?

I've had great success under Linux with Apache 1.3.20 and mod_perl 1.26, 
but, under Solaris 8, the thing continually logs a Segmentation Fault 
(11) for each apache process.  The server answers for normal requests, 
but, when a request goes to the virual host for RT, that's when it seg 
faults.

And, no.. I didn't compile it as a DSO.  Out from the configure/make 
looks like:    o perl_module uses ConfigStart/End
      + mod_perl build type: OBJ
      + setting up mod_perl build environment
      + id: mod_perl/1.26
      + id: Perl/v5.6.1 (solaris) [perl]
      + adjusting Apache build environment
      + enabling Perl support for SSI (mod_include)

...
with all of the perl stuff listed as "enabled".

*sigh*  I am _so_ close at getting RT2 up for this site, I can taste it..

Any tips, tricks, pointers, etc would be much appreciated!

Thanks!
-Rich


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





From jesse at bestpractical.com  Wed Oct 17 14:44:13 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 17 Oct 2001 14:44:13 -0400
Subject: [rt-users] Is it possible to use queue name in place of rtname?
In-Reply-To: <3BCDBEA0.CA4AEAD@mtu.edu>; from pekrogel@mtu.edu on Wed, Oct 17, 2001 at 01:23:44PM -0400
References: <3BCDBEA0.CA4AEAD@mtu.edu>
Message-ID: <20011017144413.O7182@pallas.fsck.com>

If you do that, you should also modify the mail gateway to pick up on it.  
The reason that tag is there, however, is to make sure that your ticket #213
doesn't get comingled with my ticket #213.  Using the queue name could have
some unexpected consequences if your queue names are too generic ;)

	Jesse


On Wed, Oct 17, 2001 at 01:23:44PM -0400, Patrick E. Krogel wrote:
> I was wondering if it's possible to have the tickets use the queue name
> in the subject line in place of the rtname.
> 
> Subject: [{$rtname} #213] Problem with computer
> 
> would become...
> 
> Subject: [{$Ticket->QueueObj->Name()} #213] Problem with computer
> 
> I used the Template notation for specifying the queue name.
> 
> -Pat
> --------------------------------------------------------------------
> Pat Krogel						pekrogel at mtu.edu
> CEC Systems Administrator				Ph: (906)487-2111
> Michigan Technological University			Fax:(906)487-2283
> 
> _______________________________________________
> 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 Oct 17 15:02:46 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 17 Oct 2001 15:02:46 -0400
Subject: [rt-users] between?
In-Reply-To: <Pine.OSF.4.32.0110171408490.27181-100000@emerald.tufts.edu>; from skritz01@emerald.tufts.edu on Wed, Oct 17, 2001 at 02:09:30PM -0400
References: <Pine.OSF.4.32.0110171408490.27181-100000@emerald.tufts.edu>
Message-ID: <20011017150246.Q7182@pallas.fsck.com>

In the web ui, I just   Searched for

"Created" "after" "1/1/2001", clicked 'refine",
"Created" "before" 9/1/2001" and clicked "Show results/Search"

and it did just what you wanted.

	-j


On Wed, Oct 17, 2001 at 02:09:30PM -0400, Sheeri Kritzer wrote:
> is there any easy way to find out what tickets were modified, resolved,
> whatever *between* certain dates?
> 
> 
> Sheeri Kritzer
> Systems Administrator
> University Systems Group
> Tufts University
> 617-627-3925
> skritz01 at emerald.tufts.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 jesse at bestpractical.com  Wed Oct 17 15:30:45 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 17 Oct 2001 15:30:45 -0400
Subject: [rt-users] Tying a request to an internal reference.
In-Reply-To: <20011017200857.A29215@xs4all.nl>; from scott@xs4all.nl on Wed, Oct 17, 2001 at 08:08:57PM +0200
References: <20011017200857.A29215@xs4all.nl>
Message-ID: <20011017153045.R7182@pallas.fsck.com>

Heya, Scott.

I suspect that at this point,  you really would be best off using the Relationships interface with hostname: "urls" and adding the search functionality to the 
UI. (On the backend, searching against URLs is there. and it's been enhanced
some more in my current development codebase.)

	Jesse

On Wed, Oct 17, 2001 at 08:08:57PM +0200, Scott A. McIntyre wrote:
> 
> Hi,
> 
> I was looking for a way to have RT2 associate a particular ticket with an
> internal reference value, such as a computer name, a username, and then be
> able to search for that internal reference value to find other tickets
> associated with it.
> 
> For example, trouble tickets / requests which refer to a particular web
> server -- helpdesk opens a ticket complaining of speed problems, it gets
> solved, a week later another ticket comes along, same server, different
> customer complaining though.  I'd like to be able to search on the hostname
> and easily see all associated tickets, open or closed.
> 
> The closest thing that seems to almost be there now for what I'm after is
> the Relationships; but there isn't (yet) a way to search/query based upon
> relationships, plus they're more geared towards ticket-number relationships,
> rather than relationships to people or other reference values.
> 
> I've looked through the list-archives and various contribs/patches to RT2,
> but I haven't found a way to do this yet...any suggestions would be
> appreciated.  
> 
> Thanks,
> Scott
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From skritz01 at emerald.tufts.edu  Wed Oct 17 15:48:37 2001
From: skritz01 at emerald.tufts.edu (Sheeri Kritzer)
Date: Wed, 17 Oct 2001 15:48:37 -0400 (EDT)
Subject: [rt-users] Apache + mod_perl
In-Reply-To: <3BCDCE6C.6030802@wesmo.com>
Message-ID: <Pine.OSF.4.32.0110171544380.27181-100000@emerald.tufts.edu>

Rich,

I compiled apache successfully (twice) on Solaris 8.

I basically used the document at

http://www.delouw.ch/linux/apache.phtml

only slightly modified (ie, mm just Doesn't Work, don't bother installing
it)

You need to be careful, though, if you're not using the Sun (Forte) C
compiler.  I've run into a great deal of trouble there.  I have also run
into trouble, along those same lines, with my build of perl -- perl
expected the compiler to be cc (sun's Forte C compiler), and so whenever I
did "perl Makefile.PL" as with mod_perl, I got some funky errors.

Our solution temporarily is to rebuild perl to recognize gcc.  However, in
the long term, we're buying the license for the $#!$@$# compiler.


Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
skritz01 at emerald.tufts.edu

On Wed, 17 Oct 2001, Rich West wrote:

> <rant>
> Arggh!
> </rant>
>
> I know this is off-topic, but, since there must be someone else out
> there with the same setup, but working, I figured I would try...
>
> Has anyone had any success with Apache + mod_perl on Solaris 8?
>
> I've had great success under Linux with Apache 1.3.20 and mod_perl 1.26,
> but, under Solaris 8, the thing continually logs a Segmentation Fault
> (11) for each apache process.  The server answers for normal requests,
> but, when a request goes to the virual host for RT, that's when it seg
> faults.
>
> And, no.. I didn't compile it as a DSO.  Out from the configure/make
> looks like:    o perl_module uses ConfigStart/End
>       + mod_perl build type: OBJ
>       + setting up mod_perl build environment
>       + id: mod_perl/1.26
>       + id: Perl/v5.6.1 (solaris) [perl]
>       + adjusting Apache build environment
>       + enabling Perl support for SSI (mod_include)
>
> ...
> with all of the perl stuff listed as "enabled".
>
> *sigh*  I am _so_ close at getting RT2 up for this site, I can taste it..
>
> Any tips, tricks, pointers, etc would be much appreciated!
>
> Thanks!
> -Rich
>
>
> --
> Richard West                   $14.95 Registrations      mailto:rwest at wesmo.com
> Wesmo Computer Services        .com .net .org .tv .cc    http://www.wesmo.com
> Full Domain & Web Hosting      .BIZ .INFO & MORE!!
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>





From levitte at stacken.kth.se  Wed Oct 17 16:01:20 2001
From: levitte at stacken.kth.se (Richard Levitte - VMS Whacker)
Date: Wed, 17 Oct 2001 22:01:20 +0200 (MET DST)
Subject: [rt-users] More than one database no the same machine?
Message-ID: <20011017.220120.120895231.levitte@stacken.kth.se>

Hello,

I started playing with RT since yesterday, with the intent to support
two different (for starters) ticket databases and web interfaces.  The
reasons are many, the two strongest being that the two databases
belong to widely different "domains", and that the web interface will
be customized differently for each of them.

Looking at the RT installation on my laptop (for testing purposes), it
looks like the files in rt2/bin and rt2/etc could simply be copied to
different directories, have the two "use lib" lines in the scripts be
replaced with whatever is appropriate for each of those directories,
change each config.pm and I would be set.

Unfortunately, there seems to be a little bit of trouble with
webmux.pl, or rather, with the fact that Apache can't have different
(or so it seems when I tested it) PerlRequire for different locations,
and since webmux.pl has those darned "use lib" lines, I'm stuck with
one rt2/ root and one only.

A few ideas on how to solve this could be to make webmux.pl sensitive
to the query path, or to have config.pm contain %DatabaseName instead
of $DatabaseName (and the same for other variables that depend on the
database/"domain"), indexed with the query path or parts of the query
path.  The question is how the latter would affect the command rt,
rtadmin and rt-mailgate.

Comments?  Ideas?  Has someone already done this, and how?

-- 
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  Wed Oct 17 16:09:17 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 17 Oct 2001 16:09:17 -0400
Subject: [rt-users] More than one database no the same machine?
In-Reply-To: <20011017.220120.120895231.levitte@stacken.kth.se>; from levitte@stacken.kth.se on Wed, Oct 17, 2001 at 10:01:20PM +0200
References: <20011017.220120.120895231.levitte@stacken.kth.se>
Message-ID: <20011017160917.U7182@pallas.fsck.com>

I'd recommend running multiple apache instances bound to localhost, with a 
passthrough to the "main" apache instance or using hte fastcgi handler.

	-j


On Wed, Oct 17, 2001 at 10:01:20PM +0200, Richard Levitte - VMS Whacker wrote:
> Hello,
> 
> I started playing with RT since yesterday, with the intent to support
> two different (for starters) ticket databases and web interfaces.  The
> reasons are many, the two strongest being that the two databases
> belong to widely different "domains", and that the web interface will
> be customized differently for each of them.
> 
> Looking at the RT installation on my laptop (for testing purposes), it
> looks like the files in rt2/bin and rt2/etc could simply be copied to
> different directories, have the two "use lib" lines in the scripts be
> replaced with whatever is appropriate for each of those directories,
> change each config.pm and I would be set.
> 
> Unfortunately, there seems to be a little bit of trouble with
> webmux.pl, or rather, with the fact that Apache can't have different
> (or so it seems when I tested it) PerlRequire for different locations,
> and since webmux.pl has those darned "use lib" lines, I'm stuck with
> one rt2/ root and one only.
> 
> A few ideas on how to solve this could be to make webmux.pl sensitive
> to the query path, or to have config.pm contain %DatabaseName instead
> of $DatabaseName (and the same for other variables that depend on the
> database/"domain"), indexed with the query path or parts of the query
> path.  The question is how the latter would affect the command rt,
> rtadmin and rt-mailgate.
> 
> Comments?  Ideas?  Has someone already done this, and how?
> 
> -- 
> 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 JWong at tonbu.com  Wed Oct 17 16:12:53 2001
From: JWong at tonbu.com (John Wong)
Date: Wed, 17 Oct 2001 13:12:53 -0700
Subject: [rt-users] How to give a user permission for a queue
Message-ID: <F062E72E4BA2D4119F1700B0D03D205F0106EC6B@mail.tonbu.com>

HI,
I am using rt 2.0.6 on Redhat Linux 7.1.

I created a user called rt thru the web interface but logging in as rt
cannot see any existing queues. 

I set up the alias as:

rt: "| /opt/rt2/bin/rt-mailgate --queue NOC --action Correspond"

and a link to rt-mailgate was made to /etc/smrsh/. When email sent to
rt at rt2..tonbu.com, no ticket is created and got "No permission to create
tickets in the queue 'NOC'."


However rt was granted full privileges and works fine on the command line
when using:

"mysql -p -u rt rt2" OR
"mysql -p -u rt mysql" and from a remote host.

If someone can provide some poiters, I will fully appreciate your help.

Please reply to jwong at tonbu.com.

Thanks,

john wong
jwong at tonbu.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011017/8f2c8fb5/attachment.htm>

From Rich.West at wesmo.com  Wed Oct 17 16:31:54 2001
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 17 Oct 2001 16:31:54 -0400
Subject: [rt-users] Apache + mod_perl
References: <Pine.OSF.4.32.0110171544380.27181-100000@emerald.tufts.edu>
Message-ID: <3BCDEABA.7030803@wesmo.com>

OK.. shoot me now.  For the life of me, it will not work. :(

bah..  grrr.. grumble..

This really shouldn't be that much trouble..

Somehow I do not think I could sneak by a CLI-only version of RT2 past 
the helpdesk folks here.. They would probably lynch me. :)

I browsed through those pages, and the darned thing tries to compile 
mod_ssl as a DSO.  *ack*  That, and gcc happily builds everything, but 
Sun's C compiler bombs.

Man, it burns me that I got this far at this site with RT2 only to be 
stopped in my tracks by dumb-old mod_perl.

*toss in the towel*  Now that I have a huge headache, I'm done for today.

-Rich

#!/bin/sh

CC="cc"
PATH=/opt/SUNWspro/bin:/usr/local/bin:$PATH
export CC PATH

cd mod_ssl-2.8.4-1.3.20/
./configure --with-apache=../apache_1.3.20 --enable-shared=ssl
cd ..
cd mod_perl-1.26
perl Makefile.PL APACHE_SRC=../apache_1.3.20/src DO_HTTPD=1 PREP_HTTPD=1 
USE_APACI=1 EVERYTHING=1
make
make install
cd ../apache_1.3.20

LD_LIBRARY_PATH=/usr/local/lib
export LD_LIBRARY_PATH
CFLAGS="-L/usr/local/lib" SSL_BASE=/usr/local/pkg/openssl-0.9.6b \
./configure  --prefix=/usr/local/pkg/apache-1.3.20-test \
--enable-module=ssl \
--enable-shared=ssl \
--enable-module=unique_id \
--enable-module=rewrite \
--enable-module=speling \
--enable-module=expires \
--enable-module=info \
--enable-module=log_agent \
--enable-module=log_referer \
--enable-module=usertrack \
--enable-module=proxy \
--enable-module=userdir \
--enable-module=so \
--disable-module=auth_dbm \
--enable-suexec \
--suexec-caller=nobody \
--suexec-docroot=/nj/www \
--add-module=../mod_bandwidth.c \
--activate-module=src/modules/perl/libperl.a \
--enable-module=perl \
--disable-rule=WANTHSREGEX
make
make install



Sheeri Kritzer wrote:

> Rich,
>
> I compiled apache successfully (twice) on Solaris 8.
>
> I basically used the document at
>
> http://www.delouw.ch/linux/apache.phtml
>
> only slightly modified (ie, mm just Doesn't Work, don't bother installing
> it)
>
> You need to be careful, though, if you're not using the Sun (Forte) C
> compiler. I've run into a great deal of trouble there. I have also run
> into trouble, along those same lines, with my build of perl -- perl
> expected the compiler to be cc (sun's Forte C compiler), and so whenever I
> did "perl Makefile.PL" as with mod_perl, I got some funky errors.
>
> Our solution temporarily is to rebuild perl to recognize gcc. However, in
> the long term, we're buying the license for the $#!$@$# compiler.
>
>
> Sheeri Kritzer
> Systems Administrator
> University Systems Group
> Tufts University
> 617-627-3925
> skritz01 at emerald.tufts.edu
>
> On Wed, 17 Oct 2001, Rich West wrote:
>
>> <rant>
>> Arggh!
>> </rant>
>>
>> I know this is off-topic, but, since there must be someone else out
>> there with the same setup, but working, I figured I would try...
>>
>> Has anyone had any success with Apache + mod_perl on Solaris 8?
>>
>> I've had great success under Linux with Apache 1.3.20 and mod_perl 1.26,
>> but, under Solaris 8, the thing continually logs a Segmentation Fault
>> (11) for each apache process. The server answers for normal requests,
>> but, when a request goes to the virual host for RT, that's when it seg
>> faults.
>>
>> And, no.. I didn't compile it as a DSO. Out from the configure/make
>> looks like: o perl_module uses ConfigStart/End
>> + mod_perl build type: OBJ
>> + setting up mod_perl build environment
>> + id: mod_perl/1.26
>> + id: Perl/v5.6.1 (solaris) [perl]
>> + adjusting Apache build environment
>> + enabling Perl support for SSI (mod_include)
>>
>> ...
>> with all of the perl stuff listed as "enabled".
>>
>> *sigh* I am _so_ close at getting RT2 up for this site, I can taste it..
>>
>> Any tips, tricks, pointers, etc would be much appreciated!
>>
>> Thanks!
>> -Rich
>>
>>





From jesse at bestpractical.com  Wed Oct 17 16:42:11 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 17 Oct 2001 16:42:11 -0400
Subject: [rt-users] Apache + mod_perl
In-Reply-To: <3BCDEABA.7030803@wesmo.com>; from Rich.West@wesmo.com on Wed, Oct 17, 2001 at 04:31:54PM -0400
References: <Pine.OSF.4.32.0110171544380.27181-100000@emerald.tufts.edu> <3BCDEABA.7030803@wesmo.com>
Message-ID: <20011017164211.V7182@pallas.fsck.com>

Actually, yeah. sheeri's point about apache and perl being built with
different compilers is very good.  That can just suck.  But, you can always
just use the fastcgi frontend......

	-j


On Wed, Oct 17, 2001 at 04:31:54PM -0400, Rich West wrote:
> OK.. shoot me now.  For the life of me, it will not work. :(
> 
> bah..  grrr.. grumble..
> 
> This really shouldn't be that much trouble..
> 
> Somehow I do not think I could sneak by a CLI-only version of RT2 past 
> the helpdesk folks here.. They would probably lynch me. :)
> 
> I browsed through those pages, and the darned thing tries to compile 
> mod_ssl as a DSO.  *ack*  That, and gcc happily builds everything, but 
> Sun's C compiler bombs.
> 
> Man, it burns me that I got this far at this site with RT2 only to be 
> stopped in my tracks by dumb-old mod_perl.
> 
> *toss in the towel*  Now that I have a huge headache, I'm done for today.
> 
> -Rich
> 
> #!/bin/sh
> 
> CC="cc"
> PATH=/opt/SUNWspro/bin:/usr/local/bin:$PATH
> export CC PATH
> 
> cd mod_ssl-2.8.4-1.3.20/
> ./configure --with-apache=../apache_1.3.20 --enable-shared=ssl
> cd ..
> cd mod_perl-1.26
> perl Makefile.PL APACHE_SRC=../apache_1.3.20/src DO_HTTPD=1 PREP_HTTPD=1 
> USE_APACI=1 EVERYTHING=1
> make
> make install
> cd ../apache_1.3.20
> 
> LD_LIBRARY_PATH=/usr/local/lib
> export LD_LIBRARY_PATH
> CFLAGS="-L/usr/local/lib" SSL_BASE=/usr/local/pkg/openssl-0.9.6b \
> ./configure  --prefix=/usr/local/pkg/apache-1.3.20-test \
> --enable-module=ssl \
> --enable-shared=ssl \
> --enable-module=unique_id \
> --enable-module=rewrite \
> --enable-module=speling \
> --enable-module=expires \
> --enable-module=info \
> --enable-module=log_agent \
> --enable-module=log_referer \
> --enable-module=usertrack \
> --enable-module=proxy \
> --enable-module=userdir \
> --enable-module=so \
> --disable-module=auth_dbm \
> --enable-suexec \
> --suexec-caller=nobody \
> --suexec-docroot=/nj/www \
> --add-module=../mod_bandwidth.c \
> --activate-module=src/modules/perl/libperl.a \
> --enable-module=perl \
> --disable-rule=WANTHSREGEX
> make
> make install
> 
> 
> 
> Sheeri Kritzer wrote:
> 
> > Rich,
> >
> > I compiled apache successfully (twice) on Solaris 8.
> >
> > I basically used the document at
> >
> > http://www.delouw.ch/linux/apache.phtml
> >
> > only slightly modified (ie, mm just Doesn't Work, don't bother installing
> > it)
> >
> > You need to be careful, though, if you're not using the Sun (Forte) C
> > compiler. I've run into a great deal of trouble there. I have also run
> > into trouble, along those same lines, with my build of perl -- perl
> > expected the compiler to be cc (sun's Forte C compiler), and so whenever I
> > did "perl Makefile.PL" as with mod_perl, I got some funky errors.
> >
> > Our solution temporarily is to rebuild perl to recognize gcc. However, in
> > the long term, we're buying the license for the $#!$@$# compiler.
> >
> >
> > Sheeri Kritzer
> > Systems Administrator
> > University Systems Group
> > Tufts University
> > 617-627-3925
> > skritz01 at emerald.tufts.edu
> >
> > On Wed, 17 Oct 2001, Rich West wrote:
> >
> >> <rant>
> >> Arggh!
> >> </rant>
> >>
> >> I know this is off-topic, but, since there must be someone else out
> >> there with the same setup, but working, I figured I would try...
> >>
> >> Has anyone had any success with Apache + mod_perl on Solaris 8?
> >>
> >> I've had great success under Linux with Apache 1.3.20 and mod_perl 1.26,
> >> but, under Solaris 8, the thing continually logs a Segmentation Fault
> >> (11) for each apache process. The server answers for normal requests,
> >> but, when a request goes to the virual host for RT, that's when it seg
> >> faults.
> >>
> >> And, no.. I didn't compile it as a DSO. Out from the configure/make
> >> looks like: o perl_module uses ConfigStart/End
> >> + mod_perl build type: OBJ
> >> + setting up mod_perl build environment
> >> + id: mod_perl/1.26
> >> + id: Perl/v5.6.1 (solaris) [perl]
> >> + adjusting Apache build environment
> >> + enabling Perl support for SSI (mod_include)
> >>
> >> ...
> >> with all of the perl stuff listed as "enabled".
> >>
> >> *sigh* I am _so_ close at getting RT2 up for this site, I can taste it..
> >>
> >> Any tips, tricks, pointers, etc would be much appreciated!
> >>
> >> Thanks!
> >> -Rich
> >>
> >>
> 
> 
> 
> _______________________________________________
> 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  Wed Oct 17 16:55:01 2001
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 17 Oct 2001 16:55:01 -0400
Subject: [rt-users] Apache + mod_perl
In-Reply-To: <3BCDEABA.7030803@wesmo.com>
References: <Pine.OSF.4.32.0110171544380.27181-100000@emerald.tufts.edu>
	<3BCDEABA.7030803@wesmo.com>
Message-ID: <15309.61477.787195.660130@onceler.kciLink.com>

>>>>> "RW" == Rich West <Rich.West at wesmo.com> writes:

RW> I browsed through those pages, and the darned thing tries to compile 
RW> mod_ssl as a DSO.  *ack*  That, and gcc happily builds everything, but 
RW> Sun's C compiler bombs.

You *must* use the same compiler for everything.

You *must* specify the same LARGE FILES setting for everything.

everything == apache and mod_perl.




From darrinw at nixc.net  Wed Oct 17 17:37:49 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 17 Oct 2001 17:37:49 -0400
Subject: [rt-users] How to give a user permission for a queue
In-Reply-To: <F062E72E4BA2D4119F1700B0D03D205F0106EC6B@mail.tonbu.com>; from JWong@tonbu.com on Wed, Oct 17, 2001 at 01:12:53PM -0700
References: <F062E72E4BA2D4119F1700B0D03D205F0106EC6B@mail.tonbu.com>
Message-ID: <20011017173749.C3171@nixc.net>

  |+ I created a user called rt thru the web interface but logging in as rt
  |+ cannot see any existing queues. 

Have you granted the user the rights to view certain queues?

  |+ rt: "| /opt/rt2/bin/rt-mailgate --queue NOC --action Correspond"
  |+ 
  |+ and a link to rt-mailgate was made to /etc/smrsh/. When email sent to
  |+ rt at rt2..tonbu.com, no ticket is created and got "No permission to create
  |+ tickets in the queue 'NOC'."

There is information on the docs about this.  You should look those over.

  |+ "mysql -p -u rt rt2" OR
  |+ "mysql -p -u rt mysql" and from a remote host.

well, adding a user via the web interface is different from adding a user
to your mysql access tables.

  |+ If someone can provide some poiters, I will fully appreciate your help.

Yes; you should read http://www.helgrim.com/rtdocs/.  There, it should
answer most of your questions.



From wozz+rt at wookie.net  Wed Oct 17 17:47:16 2001
From: wozz+rt at wookie.net (Wozz)
Date: Wed, 17 Oct 2001 15:47:16 -0600
Subject: [rt-users] Performance issues
Message-ID: <20011017154716.J14893@luvewe.bonch.org>

Greetings,

I'm in the process of moving from one system running RT1 (Ultra 10
running Solaris 2.6 w/256m ram) to a new system running RT2 (4x500mhz
Xeon's with RAID 5 disks 1gig ram).  Naturally, I was expecting a
bit of a performance increase, but in fact, I'm finding that RT2
on this new system is a LOT slower.  Now I understand and appreciate
why that is (attachments/transactions in the database, and more
features) but I'm hoping that with some tweaking I can at least get
it back to the level of performance we had with RT1.  I know that Jesse
added the indexes that had been discussed here in the past to the current
versions, but even with them I'm getting pretty bad performance (~40k
tickets, takes 1+ minute to display a ticket).  I've tweaked mysql a bit
with the following options:

key_buffer_size=128M
table_cache=256
sort_buffer=4M
record_buffer=1M

This has reduced the ticket display from 1+ minute to about 15 seconds.

I'm curious if anyone has any other tweaks that might speed up the system
even more.  I'm fairly certain I'm not disk bound, as I'm holding all the
data on a fairly quick RAID5 array and I've watched iostat and friends and
haven't seen any problems along those lines.  Just curious if anyone knows
of any other tweaks to gain me a bit more speed.  Loading up a queue (with
approx 800 tickets in it) takes about 30 seconds and I'd really like to
reduce that time if possible.  Basically, I'm just looking for any and all
tweaks people have performed that have helped out on speed issues.  Thanks!



From jesse at bestpractical.com  Wed Oct 17 17:53:33 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 17 Oct 2001 17:53:33 -0400
Subject: [rt-users] Performance issues
In-Reply-To: <20011017154716.J14893@luvewe.bonch.org>; from wozz+rt@wookie.net on Wed, Oct 17, 2001 at 03:47:16PM -0600
References: <20011017154716.J14893@luvewe.bonch.org>
Message-ID: <20011017175333.B7182@pallas.fsck.com>

have you installed DBI::SearchBuilder 0.46-test1, as recommended in 
last week's conversation about performance tuning?


On Wed, Oct 17, 2001 at 03:47:16PM -0600, Wozz wrote:
> Greetings,
> 
> I'm in the process of moving from one system running RT1 (Ultra 10
> running Solaris 2.6 w/256m ram) to a new system running RT2 (4x500mhz
> Xeon's with RAID 5 disks 1gig ram).  Naturally, I was expecting a
> bit of a performance increase, but in fact, I'm finding that RT2
> on this new system is a LOT slower.  Now I understand and appreciate
> why that is (attachments/transactions in the database, and more
> features) but I'm hoping that with some tweaking I can at least get
> it back to the level of performance we had with RT1.  I know that Jesse
> added the indexes that had been discussed here in the past to the current
> versions, but even with them I'm getting pretty bad performance (~40k
> tickets, takes 1+ minute to display a ticket).  I've tweaked mysql a bit
> with the following options:
> 
> key_buffer_size=128M
> table_cache=256
> sort_buffer=4M
> record_buffer=1M
> 
> This has reduced the ticket display from 1+ minute to about 15 seconds.
> 
> I'm curious if anyone has any other tweaks that might speed up the system
> even more.  I'm fairly certain I'm not disk bound, as I'm holding all the
> data on a fairly quick RAID5 array and I've watched iostat and friends and
> haven't seen any problems along those lines.  Just curious if anyone knows
> of any other tweaks to gain me a bit more speed.  Loading up a queue (with
> approx 800 tickets in it) takes about 30 seconds and I'd really like to
> reduce that time if possible.  Basically, I'm just looking for any and all
> tweaks people have performed that have helped out on speed issues.  Thanks!
> 
> _______________________________________________
> 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 wozz+rt at wookie.net  Wed Oct 17 19:24:09 2001
From: wozz+rt at wookie.net (Wozz)
Date: Wed, 17 Oct 2001 17:24:09 -0600
Subject: [rt-users] Performance issues
In-Reply-To: <20011017175333.B7182@pallas.fsck.com>; from jesse@bestpractical.com on Wed, Oct 17, 2001 at 05:53:33PM -0400
References: <20011017154716.J14893@luvewe.bonch.org> <20011017175333.B7182@pallas.fsck.com>
Message-ID: <20011017172409.O14893@luvewe.bonch.org>

On Wed, Oct 17, 2001 at 05:53:33PM -0400, Jesse Vincent wrote:
> have you installed DBI::SearchBuilder 0.46-test1, as recommended in 
> last week's conversation about performance tuning?
> 

Sure enough, that did it! 

Ticket displays went from 30-60 seconds down to 1-2 seconds and searches
are MUCH faster.  Thanks Jesse!




From wozz+rt at wookie.net  Wed Oct 17 19:28:17 2001
From: wozz+rt at wookie.net (Wozz)
Date: Wed, 17 Oct 2001 17:28:17 -0600
Subject: [rt-users] Performance issues
In-Reply-To: <20011017175333.B7182@pallas.fsck.com>; from jesse@bestpractical.com on Wed, Oct 17, 2001 at 05:53:33PM -0400
References: <20011017154716.J14893@luvewe.bonch.org> <20011017175333.B7182@pallas.fsck.com>
Message-ID: <20011017172816.A1637@luvewe.bonch.org>

On Wed, Oct 17, 2001 at 05:53:33PM -0400, Jesse Vincent wrote:
> have you installed DBI::SearchBuilder 0.46-test1, as recommended in 
> last week's conversation about performance tuning?
> 

Sure enough, that did it! 

Ticket displays went from 30-60 seconds down to 1-2 seconds and searches   
are MUCH faster.  Thanks Jesse!




From seph at commerceflow.com  Wed Oct 17 22:13:11 2001
From: seph at commerceflow.com (seph)
Date: 17 Oct 2001 19:13:11 -0700
Subject: [rt-users] RT2 and Exim From: field
In-Reply-To: "Jeremy Freeman"'s message of "Mon, 15 Oct 2001 23:38:40 -0700"
References: <000b01c1560d$317b1cc0$0264a8c0@jeremy.bc.ca>
Message-ID: <6yelo1r8zs.fsf@seph.commerceflow.com>

> I think this is an Exim thing, but am not exactly sure. Maybe someone can
> enlighten me :)
> 
> On headers sent from RT2 I get two(2) From headers. One is from
> www-data at domain.com and the other is the correct one for the queue. I also
> get a Sender: line that says www-data at domain.com. I don't really like seeing
> the www-data part in message headers because I'm anal. What is the solution
> to this?

looking at your example headers, there's one real from header (the
correct one, with a :) and then there's that other thing, that I don't
think should have ever made it that far. it looks like a malformed
received header. my rt doesn't seem to add this weird from line.


Then sender line is added by exim. exim adds it when untrusted (ie:
normal) users send mail. If you want exim not to add it, take a look
at the trusted_users directive in your exim.conf, and the exim docs.

seph



From jesse at bestpractical.com  Wed Oct 17 22:35:43 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 17 Oct 2001 22:35:43 -0400
Subject: [fwd] Re: [rt-users] Apache + mod_perl (from: Rich.West@wesmo.com)
Message-ID: <20011017223543.G7182@pallas.fsck.com>

----- Forwarded message from Rich West <Rich.West at wesmo.com> -----

Date: Wed, 17 Oct 2001 19:44:51 -0400
From: Rich West <Rich.West at wesmo.com>
Organization: WesMo
User-Agent: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:0.9.2) Gecko/20010726 Netscape6/6.1
To: Jesse Vincent <jesse at bestpractical.com>
Subject: Re: [rt-users] Apache + mod_perl

FastCGI works like a champ, minus the RT graphic (odd - I wonder why 
that is the case.. I don't know enough (yet) about fastcgi).

The key is that you also need to install the perl module "FCGI" from 
cpan.  Outside of that, there isn't anything else.

It is *extremely* straightforward and does run happily as a DSO.

Of course, I tested this on my linux systems.  I won't be able to test 
this until tomorrow under Solaris.

Anyhow, the full out procedure is:
o Use CPAN to install "FCGI".
o Download http://www.fastcgi.com/dist/mod_fastcgi.tar.gz
o Decompress it.
o Build as a DSO via: apxs -o mod_fastcgi.so -c *.c
o Fix the permissions via: chmod 755 mod_fastcgi.so
o Install the compiled DSO via: cp mod_fastcgi.so 
/apache_install/modules/mod_fastcgi.so
o Update your httpd.conf file to include "LoadModule fastcgi_module 
 modules/mod_fastcgi.so"
o Also add: "AddModule mod_fastcgi.c"
o Add "ScriptAlias / /usr/rt2/bin/mason_handler.fcgi/"
o Restart the webserver.

Done.

:-)

-Rich


Jesse Vincent wrote:

>http://fsck.com/rtfm/article.html?id=49 is what I've got at this point.
>
>updates owuld be cool. 
>
>On Wed, Oct 17, 2001 at 05:46:22PM -0400, Rich West wrote:
>
>>Hrmm.. now that is a good option.
>>
>>I'm trying that right now.  I take it that the docs aren't there (yet) 
>>for the fastcgi configuration, eh?  If that is the case, I'll muddle 
>>through, then send you updated docs if you would like..
>>
>>-Rich
>>
>>
>>Jesse Vincent wrote:
>>
>>>IT doesn't display the RT logo, but otherwise should be fine.
>>>and yeah. that cuts mod perl out entirely.
>>>
>>>
>>>
>>>On Wed, Oct 17, 2001 at 05:11:53PM -0400, Rich West wrote:
>>>
>>>>...?
>>>>
>>>>I thought the fastcgi stuff wasn't fully working yet..  Would that drop 
>>>>the dependency on mod_perl?
>>>>
>>>>-Rich
>>>>
>>>>
>>>>Jesse Vincent wrote:
>>>>
>>>>>Actually, yeah. sheeri's point about apache and perl being built with
>>>>>different compilers is very good.  That can just suck.  But, you can always
>>>>>just use the fastcgi frontend......
>>>>>
>>>>>	-j
>>>>>
>>>>>
>>>>>On Wed, Oct 17, 2001 at 04:31:54PM -0400, Rich West wrote:
>>>>>
>>>>>>OK.. shoot me now.  For the life of me, it will not work. :(
>>>>>>
>>>>>>bah..  grrr.. grumble..
>>>>>>
>>>>>>This really shouldn't be that much trouble..
>>>>>>
>>>>>>Somehow I do not think I could sneak by a CLI-only version of RT2 past 
>>>>>>the helpdesk folks here.. They would probably lynch me. :)
>>>>>>
>>>>>>I browsed through those pages, and the darned thing tries to compile 
>>>>>>mod_ssl as a DSO.  *ack*  That, and gcc happily builds everything, but 
>>>>>>Sun's C compiler bombs.
>>>>>>
>>>>>>Man, it burns me that I got this far at this site with RT2 only to be 
>>>>>>stopped in my tracks by dumb-old mod_perl.
>>>>>>
>>>>>>*toss in the towel*  Now that I have a huge headache, I'm done for today.
>>>>>>
>>>>>>-Rich
>>>>>>
>>>>>>#!/bin/sh
>>>>>>
>>>>>>CC="cc"
>>>>>>PATH=/opt/SUNWspro/bin:/usr/local/bin:$PATH
>>>>>>export CC PATH
>>>>>>
>>>>>>cd mod_ssl-2.8.4-1.3.20/
>>>>>>./configure --with-apache=../apache_1.3.20 --enable-shared=ssl
>>>>>>cd ..
>>>>>>cd mod_perl-1.26
>>>>>>perl Makefile.PL APACHE_SRC=../apache_1.3.20/src DO_HTTPD=1 PREP_HTTPD=1 
>>>>>>USE_APACI=1 EVERYTHING=1
>>>>>>make
>>>>>>make install
>>>>>>cd ../apache_1.3.20
>>>>>>
>>>>>>LD_LIBRARY_PATH=/usr/local/lib
>>>>>>export LD_LIBRARY_PATH
>>>>>>CFLAGS="-L/usr/local/lib" SSL_BASE=/usr/local/pkg/openssl-0.9.6b \
>>>>>>./configure  --prefix=/usr/local/pkg/apache-1.3.20-test \
>>>>>>--enable-module=ssl \
>>>>>>--enable-shared=ssl \
>>>>>>--enable-module=unique_id \
>>>>>>--enable-module=rewrite \
>>>>>>--enable-module=speling \
>>>>>>--enable-module=expires \
>>>>>>--enable-module=info \
>>>>>>--enable-module=log_agent \
>>>>>>--enable-module=log_referer \
>>>>>>--enable-module=usertrack \
>>>>>>--enable-module=proxy \
>>>>>>--enable-module=userdir \
>>>>>>--enable-module=so \
>>>>>>--disable-module=auth_dbm \
>>>>>>--enable-suexec \
>>>>>>--suexec-caller=nobody \
>>>>>>--suexec-docroot=/nj/www \
>>>>>>--add-module=../mod_bandwidth.c \
>>>>>>--activate-module=src/modules/perl/libperl.a \
>>>>>>--enable-module=perl \
>>>>>>--disable-rule=WANTHSREGEX
>>>>>>make
>>>>>>make install
>>>>>>
>>>>>>
>>>>>>
>>>>>>Sheeri Kritzer wrote:
>>>>>>
>>>>>>>Rich,
>>>>>>>
>>>>>>>I compiled apache successfully (twice) on Solaris 8.
>>>>>>>
>>>>>>>I basically used the document at
>>>>>>>
>>>>>>>http://www.delouw.ch/linux/apache.phtml
>>>>>>>
>>>>>>>only slightly modified (ie, mm just Doesn't Work, don't bother installing
>>>>>>>it)
>>>>>>>
>>>>>>>You need to be careful, though, if you're not using the Sun (Forte) C
>>>>>>>compiler. I've run into a great deal of trouble there. I have also run
>>>>>>>into trouble, along those same lines, with my build of perl -- perl
>>>>>>>expected the compiler to be cc (sun's Forte C compiler), and so whenever I
>>>>>>>did "perl Makefile.PL" as with mod_perl, I got some funky errors.
>>>>>>>
>>>>>>>Our solution temporarily is to rebuild perl to recognize gcc. However, in
>>>>>>>the long term, we're buying the license for the $#!$@$# compiler.
>>>>>>>
>>>>>>>
>>>>>>>Sheeri Kritzer
>>>>>>>Systems Administrator
>>>>>>>University Systems Group
>>>>>>>Tufts University
>>>>>>>617-627-3925
>>>>>>>skritz01 at emerald.tufts.edu
>>>>>>>
>>>>>>>On Wed, 17 Oct 2001, Rich West wrote:
>>>>>>>
>>>>>>>><rant>
>>>>>>>>Arggh!
>>>>>>>></rant>
>>>>>>>>
>>>>>>>>I know this is off-topic, but, since there must be someone else out
>>>>>>>>there with the same setup, but working, I figured I would try...
>>>>>>>>
>>>>>>>>Has anyone had any success with Apache + mod_perl on Solaris 8?
>>>>>>>>
>>>>>>>>I've had great success under Linux with Apache 1.3.20 and mod_perl 1.26,
>>>>>>>>but, under Solaris 8, the thing continually logs a Segmentation Fault
>>>>>>>>(11) for each apache process. The server answers for normal requests,
>>>>>>>>but, when a request goes to the virual host for RT, that's when it seg
>>>>>>>>faults.
>>>>>>>>
>>>>>>>>And, no.. I didn't compile it as a DSO. Out from the configure/make
>>>>>>>>looks like: o perl_module uses ConfigStart/End
>>>>>>>>+ mod_perl build type: OBJ
>>>>>>>>+ setting up mod_perl build environment
>>>>>>>>+ id: mod_perl/1.26
>>>>>>>>+ id: Perl/v5.6.1 (solaris) [perl]
>>>>>>>>+ adjusting Apache build environment
>>>>>>>>+ enabling Perl support for SSI (mod_include)
>>>>>>>>
>>>>>>>>...
>>>>>>>>with all of the perl stuff listed as "enabled".
>>>>>>>>
>>>>>>>>*sigh* I am _so_ close at getting RT2 up for this site, I can taste it..
>>>>>>>>
>>>>>>>>Any tips, tricks, pointers, etc would be much appreciated!
>>>>>>>>
>>>>>>>>Thanks!
>>>>>>>>-Rich
>>>>>>>>




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

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



From wozz+rt at wookie.net  Wed Oct 17 23:40:29 2001
From: wozz+rt at wookie.net (Wozz)
Date: Wed, 17 Oct 2001 21:40:29 -0600
Subject: [rt-users] ResolveDependents action
Message-ID: <20011017214029.E1637@luvewe.bonch.org>

Has anyone come up with a scrips action to resolve (or just set the status
the same) dependent tickets based on the status of the depended on ticket?
We often have several tickets referring to the same event, and I'd like to
save some time by resolving (or stalling, etc) the related tickets
together.  Alternately, what are the chances of seeing a search criteria
based on relations (ie, search for all tickets dependent on ticket #1)
which could then be resolved using the 'set status of all' feature of
searching.   And if not either of these, is there there ANY documentation
on how scrips work (specifically how to add new actions).  I'm a fairly
decent perl programmer, but some documentation, or even just a brief
description of how to add a new action could save me a lot of time.



From teo.dehesselle at uts.edu.au  Thu Oct 18 00:16:26 2001
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Thu, 18 Oct 2001 14:16:26 +1000
Subject: [rt-users] Apache + mod_perl
References: <Pine.OSF.4.32.0110171544380.27181-100000@emerald.tufts.edu>
		<3BCDEABA.7030803@wesmo.com> <15309.61477.787195.660130@onceler.kciLink.com>
Message-ID: <3BCE579A.13573120@uts.edu.au>

Vivek Khera wrote:

> You *must* use the same compiler for everything.
> 
> You *must* specify the same LARGE FILES setting for everything.
> 
> everything == apache and mod_perl.
> 

And if it's not obvious, you'll also need to compile everything yourself.
It's not difficult.

-- 
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 scott at xs4all.nl  Thu Oct 18 02:44:49 2001
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Thu, 18 Oct 2001 08:44:49 +0200
Subject: [rt-users] Mason component root / fastcgi
Message-ID: <20011018084449.A32255@xs4all.nl>

Hi,

I'm new to the Mason/fastcgi world yet this seems like it ought to be a FAQ
(but I looked and did not find):

[Thu Oct 18 08:37:55 2001] [warn] [Mason] Cannot resolve file to component:
/usr/local/rt2/bin/mason_handler.fcgi (is file outside component root?)

I can't see where Mason's component root is being specified; ScriptAlias has
been added to my httpd.conf (as per the installation instructions).

Thanks for any pointers.

Scott



From levitte at stacken.kth.se  Thu Oct 18 07:15:57 2001
From: levitte at stacken.kth.se (Richard Levitte - VMS Whacker)
Date: Thu, 18 Oct 2001 13:15:57 +0200 (MET DST)
Subject: [rt-users] Mason component root / fastcgi
In-Reply-To: <20011018084449.A32255@xs4all.nl>
References: <20011018084449.A32255@xs4all.nl>
Message-ID: <20011018.131557.80656930.levitte@stacken.kth.se>

From: "Scott A. McIntyre" <scott at xs4all.nl>

scott> [Thu Oct 18 08:37:55 2001] [warn] [Mason] Cannot resolve file to component:
scott> /usr/local/rt2/bin/mason_handler.fcgi (is file outside component root?)
scott> 
scott> I can't see where Mason's component root is being specified; ScriptAlias has
scott> been added to my httpd.conf (as per the installation instructions).

Hmm, I have the following, and it works for me:

  <Location /WebRT>
    Options +ExecCGI
  </Location>
  RewriteRule /WebRT /WebRT/ [R,L]
  Alias /WebRT/ /usr/local/rt2/bin/mason_handler.fcgi/

I'm not really sure that ScriptAlias should be used the way it's
described in the guide.

-- 
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 simon at onyx.net  Thu Oct 18 08:36:25 2001
From: simon at onyx.net (Simon Woodward)
Date: 18 Oct 2001 13:36:25 +0100
Subject: [rt-users] RT2 Stats
Message-ID: <1003408586.20873.225.camel@brockrigg.onyx.net>

Hi All,

A while ago there were a few discussions on this list about a stats
system for RT2, to pull out things like average time to resolution etc
... 

Does anyone have any information or even better links to stuff that has
actually been done that is publicly available ?

Or ... is anyone writing a system that they may need help developing or
writing or testing ?

And if not ... I'm being seriously pressured to write something, so
would anyone else be interested in collaboration or testing or
assistance ?

Thanks,

Simon.




From richard.soderberg at databuilt.com  Thu Oct 18 08:59:31 2001
From: richard.soderberg at databuilt.com (Richard Soderberg)
Date: Thu, 18 Oct 2001 08:59:31 -0400
Subject: [rt-users] apache problem
Message-ID: <245D3383FB8F0C469218514273488A27034128@hh-nts01.databuilt.com>

Was mod_perl built statically or dynamically (as a DSO in libexec)?

Could you include in your reply the output of "httpd -l"?

R.

> -----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: Saturday, October 13, 2001 2:46 PM
> To: Andrew Yager
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] apache problem
> 
> 
> Apache was built with mod_perl on this box...
> 
> ----
> Greg,
> Computer Frontiers International
> 
>       ,,,
>      /'^'\
>     ( o o )
> oOOO--(_)--OOOo----------------------
> 
> On Sat, 13 Oct 2001, Andrew Yager wrote:
> 
> > Hi,
> >
> > I'm taking a blind stab - but my guess is make sure you have apache
> > built with mod_perl
> >
> > ... it seems like a problem with something like that.
> >
> > Andrew
> >
> > On Saturday, October 13, 2001, at 11:55  AM, <greg at space.cfi.co.ug>
> > wrote:
> >
> > > Hi all,
> > >
> > > Thanks to the docs available I've been able to install 
> webrt2...However:
> > >
> > > The Readme file included something like adding
> > >
> > > <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>
> > >
> > > to httpd.conf or apache.conf, which i did, making the necessary
> > > adjustments...
> > >
> > >
> > > However on running "apachectl configtest" apache refuses 
> to recognise
> > > "PerlModule Apache::DBI"
> > > "PerlFreshRestart on"
> > > "PerlRequire"
> > > as correct syntax ....
> > >
> > >
> > > Does anyone have ideas on what I could do?
> > > ----
> > > 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
> > >
> > >
> > _________________
> > Andrew Yager
> > Real World Technology Solutions
> > Real People Real SolUtions(tm)
> > ph: (02) 9945 2567 fax: (02) 9945 2566
> > mob: 0405 15 2568
> > http://www.rwts.com.au/
> > _________________
> >
> >
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 



From joel at powermac.demon.co.uk  Thu Oct 18 10:06:04 2001
From: joel at powermac.demon.co.uk (Joel Smith)
Date: Thu, 18 Oct 2001 15:06:04 +0100
Subject: [rt-users] Some attachments missing
In-Reply-To: <20011017123148.M7182@pallas.fsck.com>
References: <20011017101718.D14893@luvewe.bonch.org>
 <20011017123148.M7182@pallas.fsck.com>
Message-ID: <p05100300b7f49146eae7@[192.168.23.18]>

Hi,

I have noticed some weird behaviour where some attachments don't seem 
to be included in the tickets. For attachments of type 
application/octet-stream the attachments are included in the ticket 
fine.

However, attached files with Content-Type: text/html (in other words 
an attached html source file) appear to be ignored and stripped out. 
Is there a setting I need to tweak?

Cheers,

Joel
-- 

Joel Smith
22 Springfield Way
Pateley Bridge		Tel: +44 1423 711229	Mobile: +44 7768 803758
N.Yorks HG3 5PA		Fax: +44 870 1617192



From greg at space.cfi.co.ug  Thu Oct 18 22:08:40 2001
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Thu, 18 Oct 2001 19:08:40 -0700 (PDT)
Subject: [rt-users] apache problem
In-Reply-To: <245D3383FB8F0C469218514273488A27034128@hh-nts01.databuilt.com>
Message-ID: <Pine.LNX.4.33.0110181907360.3438-100000@space.cfi.co.ug>

The output of httpd -l is

Compiled-in modules:
  http_core.c
  mod_so.c
suexec: disabled; invalid wrapper /usr/local/sbin/suexec


----
Greg,
Computer Frontiers International

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------

On Thu, 18 Oct 2001, Richard Soderberg wrote:

> Was mod_perl built statically or dynamically (as a DSO in libexec)?
>
> Could you include in your reply the output of "httpd -l"?
>
> R.
>
> > -----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: Saturday, October 13, 2001 2:46 PM
> > To: Andrew Yager
> > Cc: rt-users at lists.fsck.com
> > Subject: Re: [rt-users] apache problem
> >
> >
> > Apache was built with mod_perl on this box...
> >
> > ----
> > Greg,
> > Computer Frontiers International
> >
> >       ,,,
> >      /'^'\
> >     ( o o )
> > oOOO--(_)--OOOo----------------------
> >
> > On Sat, 13 Oct 2001, Andrew Yager wrote:
> >
> > > Hi,
> > >
> > > I'm taking a blind stab - but my guess is make sure you have apache
> > > built with mod_perl
> > >
> > > ... it seems like a problem with something like that.
> > >
> > > Andrew
> > >
> > > On Saturday, October 13, 2001, at 11:55  AM, <greg at space.cfi.co.ug>
> > > wrote:
> > >
> > > > Hi all,
> > > >
> > > > Thanks to the docs available I've been able to install
> > webrt2...However:
> > > >
> > > > The Readme file included something like adding
> > > >
> > > > <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>
> > > >
> > > > to httpd.conf or apache.conf, which i did, making the necessary
> > > > adjustments...
> > > >
> > > >
> > > > However on running "apachectl configtest" apache refuses
> > to recognise
> > > > "PerlModule Apache::DBI"
> > > > "PerlFreshRestart on"
> > > > "PerlRequire"
> > > > as correct syntax ....
> > > >
> > > >
> > > > Does anyone have ideas on what I could do?
> > > > ----
> > > > 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
> > > >
> > > >
> > > _________________
> > > Andrew Yager
> > > Real World Technology Solutions
> > > Real People Real SolUtions(tm)
> > > ph: (02) 9945 2567 fax: (02) 9945 2566
> > > mob: 0405 15 2568
> > > http://www.rwts.com.au/
> > > _________________
> > >
> > >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>




From skritz01 at emerald.tufts.edu  Thu Oct 18 13:16:29 2001
From: skritz01 at emerald.tufts.edu (Sheeri Kritzer)
Date: Thu, 18 Oct 2001 13:16:29 -0400 (EDT)
Subject: [rt-users] Apache + mod_perl
In-Reply-To: <3BCE579A.13573120@uts.edu.au>
Message-ID: <Pine.OSF.4.32.0110181314480.20304-100000@emerald.tufts.edu>

On Thu, 18 Oct 2001, Teo de Hesselle wrote:

> Vivek Khera wrote:
>
> > You *must* use the same compiler for everything.
> >
> > You *must* specify the same LARGE FILES setting for everything.
> >
> > everything == apache and mod_perl.
> >
>
> And if it's not obvious, you'll also need to compile everything yourself.
> It's not difficult.

Right, I don't think that was the issue.  The issue is that Solaris has
some funky compiler issues, and the Berkeley cc doesn't help -- you either
need gcc or Sun's Forte Compiler.  The problem is that sometimes perl, the
package, not mod_perl, but the big, whopping, honking perl, is set so that
when you use it to create a makefile (ie, perl Makefile.PL, as you need to
do with the mod_perl installation), it looks for "cc" instead of "default
compiler".

Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
skritz01 at emerald.tufts.edu




From mdisney at ecdev.fedex.com  Thu Oct 18 13:21:29 2001
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Thu, 18 Oct 2001 12:21:29 -0500
Subject: [rt-users] RT2 Stats 
In-Reply-To: Message from Simon Woodward <simon@onyx.net> 
   of "18 Oct 2001 13:36:25 BST." <1003408586.20873.225.camel@brockrigg.onyx.net> 
Message-ID: <200110181721.f9IHLTg13200@nfsb.ecdev.fedex.com>

Simon,

I have not done much, but will need to do more on stats with RT. All I have 
done is some queue-specific interface work for queue users that are not 
interested in even approaching the full functionality of RT. I also took 
Jesse's HeadsUp stuff and tweaked it just a little bit. That gave me a minimal 
amount of experience writing RT extensions/modifications using Mason. BTW, 
this ability to extend and modify RT at will is a huge reason for using an 
open product; it's also one of the big reasons my group is switching to RT 
from another internally developed application.

I would like to hear about which stats, specifically, you are looking for. If 
we have the same needs, I'll be glad to work with you and/or share what I come 
up with.

Matt Disney 

Simon Woodward writes:
>Hi All,
>
>A while ago there were a few discussions on this list about a stats
>system for RT2, to pull out things like average time to resolution etc
>... 
>
>Does anyone have any information or even better links to stuff that has
>actually been done that is publicly available ?
>
>Or ... is anyone writing a system that they may need help developing or
>writing or testing ?
>
>And if not ... I'm being seriously pressured to write something, so
>would anyone else be interested in collaboration or testing or
>assistance ?
>
>Thanks,
>
>Simon.
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>





From Rich.West at wesmo.com  Thu Oct 18 13:34:54 2001
From: Rich.West at wesmo.com (Rich West)
Date: Thu, 18 Oct 2001 13:34:54 -0400
Subject: [rt-users] Mason component root / fastcgi
References: <20011018084449.A32255@xs4all.nl> <20011018.131557.80656930.levitte@stacken.kth.se>
Message-ID: <3BCF12BE.2030702@wesmo.com>

I'm simply running with the ScriptAlias within one of our VirtualHosts, 
and it runs just fine.  No need to specify the Location or any 
RewriteRule on my end..

-Rich

>Hmm, I have the following, and it works for me:
>
>  <Location /WebRT>
>    Options +ExecCGI
>  </Location>
>  RewriteRule /WebRT /WebRT/ [R,L]
>  Alias /WebRT/ /usr/local/rt2/bin/mason_handler.fcgi/
>
>I'm not really sure that ScriptAlias should be used the way it's
>described in the guide.
>

-- 
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 kip.cranford at pgamapd.com  Thu Oct 18 14:03:05 2001
From: kip.cranford at pgamapd.com (Kip Cranford)
Date: Thu, 18 Oct 2001 14:03:05 -0400
Subject: [rt-users] RT2 Stats 
In-Reply-To: Your message of "Thu, 18 Oct 2001 12:21:29 CDT."
             <200110181721.f9IHLTg13200@nfsb.ecdev.fedex.com> 
Message-ID: <200110181803.f9II35S19475@gondor.apd.com>

On: Thu, 18 Oct 2001 12:21:29 CDT Matt Disney wrote:

>Simon,
>
>I have not done much, but will need to do more on stats with RT. All I have 
>done is some queue-specific interface work for queue users that are not 
>interested in even approaching the full functionality of RT. I also took 
>Jesse's HeadsUp stuff and tweaked it just a little bit. That gave me a minimal 
>amount of experience writing RT extensions/modifications using Mason. BTW, 
>this ability to extend and modify RT at will is a huge reason for using an 
>open product; it's also one of the big reasons my group is switching to RT 
>from another internally developed application.
>

I've been developing a reporting infrastructure on top of RT that can be
accessed via the web by manager-types.  Currently it produces mostly
timing information, i.e. time spent per queue per month (or per year, or
for the months of Sep and Oct, etc), time spent per ticket per month,
blah blah.  The focus right now is on timing information only because
that's what people want right now.  There are also command line scripts
that access the same reporting modules, so one isn't bound to the web.

I'm writing this stuff pretty generally, though, so it is easy to expand
in the future.

If there are others out there that would like to collaborate, I'd be
more than happy to get involved.

--kip



From srl at mail.boston.com  Thu Oct 18 14:36:41 2001
From: srl at mail.boston.com (Shane Landrum)
Date: Thu, 18 Oct 2001 14:36:41 -0400
Subject: [rt-users] RT2 Stats
In-Reply-To: <200110181803.f9II35S19475@gondor.apd.com>; from kip.cranford@pgamapd.com on Thu, Oct 18, 2001 at 02:03:05PM -0400
References: <200110181721.f9IHLTg13200@nfsb.ecdev.fedex.com> <200110181803.f9II35S19475@gondor.apd.com>
Message-ID: <20011018143641.C25586@mail.boston.com>

On Thu, Oct 18, 2001 at 02:03:05PM -0400, Kip Cranford (kip.cranford at pgamapd.com) wrote:
> 
> I've been developing a reporting infrastructure on top of RT that can be
> accessed via the web by manager-types.  Currently it produces mostly
> timing information, i.e. time spent per queue per month (or per year, or
> for the months of Sep and Oct, etc), time spent per ticket per month,
> blah blah.  The focus right now is on timing information only because
> that's what people want right now.  There are also command line scripts
> that access the same reporting modules, so one isn't bound to the web.
> 
> I'm writing this stuff pretty generally, though, so it is easy to expand
> in the future.
> 
> If there are others out there that would like to collaborate, I'd be
> more than happy to get involved.

I'd love to see your code. Do you have a CVS repository somewhere?

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



From jesse at bestpractical.com  Thu Oct 18 14:56:41 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 18 Oct 2001 14:56:41 -0400
Subject: [rt-users] RT2 Stats
In-Reply-To: <20011018143641.C25586@mail.boston.com>; from srl@mail.boston.com on Thu, Oct 18, 2001 at 02:36:41PM -0400
References: <200110181721.f9IHLTg13200@nfsb.ecdev.fedex.com> <200110181803.f9II35S19475@gondor.apd.com> <20011018143641.C25586@mail.boston.com>
Message-ID: <20011018145641.N7182@pallas.fsck.com>

I've actually started on one of these too ;)

ftp://ftp.fsck.com/pub/rt/contrib/2.0/rt-addons/HeadsUp

This is the basis of the managment reporting tools that will be included
in 2.2.  If folks want to put their energy into extending it, I'd be thrilled.

	-j




On Thu, Oct 18, 2001 at 02:36:41PM -0400, Shane Landrum wrote:
> On Thu, Oct 18, 2001 at 02:03:05PM -0400, Kip Cranford (kip.cranford at pgamapd.com) wrote:
> > 
> > I've been developing a reporting infrastructure on top of RT that can be
> > accessed via the web by manager-types.  Currently it produces mostly
> > timing information, i.e. time spent per queue per month (or per year, or
> > for the months of Sep and Oct, etc), time spent per ticket per month,
> > blah blah.  The focus right now is on timing information only because
> > that's what people want right now.  There are also command line scripts
> > that access the same reporting modules, so one isn't bound to the web.
> > 
> > I'm writing this stuff pretty generally, though, so it is easy to expand
> > in the future.
> > 
> > If there are others out there that would like to collaborate, I'd be
> > more than happy to get involved.
> 
> I'd love to see your code. Do you have a CVS repository somewhere?
> 
> srl
> -- 
> Shane Landrum  (srl AT boston DOT com)  Software Engineer, boston.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 chip.clofine at dhapdigital.com  Thu Oct 18 15:14:58 2001
From: chip.clofine at dhapdigital.com (chip clofine)
Date: Thu, 18 Oct 2001 12:14:58 -0700
Subject: [rt-users] Mason error displaying a ticket
Message-ID: <3BCF2A32.6CE64893@dhapdigital.com>

Anyone know why I'm getting this Mason error displaying
a ticket (/Ticket/Display.html?id=1)? Tesdeps didn't report
a dependency problem.

Thanks...
Chip



Mason error
error in file:
/opt/rt2/WebRT/data/obj/STANDARD/Ticket/Elements/ShowTransaction

line 150:  Can't locate object method "new" via package "Text::Wrapper"
context:
...
146:  }
147:  # 13456 is a random # of about the biggest size we'd want to see
inline text
148:  if ($message->ContentType =~ m{^(text/plain|message|text$)}i &&
149:  length($message->Content)<13456) {
150:  my $wrapper = new Text::Wrapper (columns=>85);
151:  $_out->($_escape->(( $wrapper->wrap( $message->Content) ),'h'));
152:  $_out->('
153:  ');
154:  }
...
component stack:   /Ticket/Elements/ShowTransaction [standard]
/Ticket/Elements/ShowHistory [standard]
/Ticket/Display.html [standard]
/autohandler [standard]
code stack:
/opt/rt2/WebRT/data/obj/STANDARD/Ticket/Elements/ShowTransaction:150
/opt/rt2/WebRT/data/obj/STANDARD/Ticket/Elements/ShowHistory:62
/opt/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html:153
/opt/rt2/WebRT/data/obj/STANDARD/autohandler:52








From arp-rt2 at metachar.net  Thu Oct 18 15:20:06 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Thu, 18 Oct 2001 15:20:06 -0400
Subject: [rt-users] Apache + mod_perl
In-Reply-To: <Pine.OSF.4.32.0110181314480.20304-100000@emerald.tufts.edu>; from skritz01@emerald.tufts.edu on Thu, Oct 18, 2001 at 01:16:29PM -0400
References: <3BCE579A.13573120@uts.edu.au> <Pine.OSF.4.32.0110181314480.20304-100000@emerald.tufts.edu>
Message-ID: <20011018152006.E356@metachar.net>

* Sheeri Kritzer wrote on 18 Oct 2001:

> On Thu, 18 Oct 2001, Teo de Hesselle wrote:
> 
> > Vivek Khera wrote:
> >
> > > You *must* use the same compiler for everything.
> > >
> > > You *must* specify the same LARGE FILES setting for everything.
> > >
> > > everything == apache and mod_perl.
> > >
> >
> > And if it's not obvious, you'll also need to compile everything yourself.
> > It's not difficult.
> 
> Right, I don't think that was the issue.  The issue is that Solaris has
> some funky compiler issues, and the Berkeley cc doesn't help -- you either
> need gcc or Sun's Forte Compiler.  The problem is that sometimes perl, the
> package, not mod_perl, but the big, whopping, honking perl, is set so that
> when you use it to create a makefile (ie, perl Makefile.PL, as you need to
> do with the mod_perl installation), it looks for "cc" instead of "default
> compiler".
> 

and if this helps, I couldnt get it to work unless I had mod_perl build apache:


{sys1:/u/pratoa/src/build/mod_perl-stat/mod_perl-1.26} cat buildme
perl Makefile.PL APACHE_PREFIX=/usr/local/apache APACHE_SRC=../apache_1.3.20/src DO_HTTPD=1 USE_APACI=1 EVERYTHING=1 APACI_ARGS="`cat ../apache_1.3.20/aa`"


and the apaci args I used are:

    --prefix=/usr/local/apache  --sysconfdir=/var/apache/conf --logfiledir=/var/apache/logs --datadir=/var/apache --localstatedir=/var/apache --with-layout=Apache --with-perl=/usr/local/bin/perl --enable-rule=SHARED_CORE --enable-module=so --enable-module=env --enable-module=proxy --enable-module=log_config --enable-module=log_agent --enable-module=log_referer --enable-module=mime_magic --enable-module=mime --enable-module=negotiation --enable-module=status --enable-module=info --enable-module=include --enable-module=autoindex --enable-module=dir --enable-module=cgi --enable-module=asis --enable-module=imap --enable-module=actions --enable-module=userdir --enable-module=alias --enable-module=rewrite --enable-module=access --enable-module=auth --enable-module=usertrack --enable-module=setenvif

This built apache with dso support, but builds mod_perl static into apache:

} /usr/local/apache/bin/httpd -l | grep perl
  mod_perl.c


I ran make and make install from the mod_perl directory.

Adam




From kip.cranford at pgamapd.com  Thu Oct 18 15:40:16 2001
From: kip.cranford at pgamapd.com (Kip Cranford)
Date: Thu, 18 Oct 2001 15:40:16 -0400
Subject: [rt-users] RT2 Stats 
In-Reply-To: Your message of "Thu, 18 Oct 2001 14:36:41 EDT."
             <20011018143641.C25586@mail.boston.com> 
Message-ID: <200110181940.f9IJeHS27938@gondor.apd.com>

On: Thu, 18 Oct 2001 14:36:41 EDT Shane Landrum wrote:
>
>I'd love to see your code. Do you have a CVS repository somewhere?
>
>srl
>-- 
>Shane Landrum  (srl AT boston DOT com)  Software Engineer, boston.com                     
>

Just my local CVS stuff.  I'm in the middle of some coding right now, so
it's kind of broken, but I'd be happy to post some of it when I feel
it's worthy.

When I do, I'll send out a link to where you can get it.

--kip



From skritz01 at emerald.tufts.edu  Thu Oct 18 15:47:46 2001
From: skritz01 at emerald.tufts.edu (Sheeri Kritzer)
Date: Thu, 18 Oct 2001 15:47:46 -0400 (EDT)
Subject: [rt-users] jumbo page, and search?
Message-ID: <Pine.OSF.4.32.0110181525010.2560-100000@emerald.tufts.edu>

Jesse (and other developers),

I'm pretty sure you know how messed up the jumbo page (for one, time
worked just has a blank box, instead of a box followed by "min" -- one of
my people was confused and put 4 because he was thinking "hours"; for
another, if you try to insert a comment into the jumbo form when the
ticket is resolved, it doesn't work, even though you can click on
"Comment" and do it from the default page; for another, the status
defaults to "new" no matter what the status is for the ticket).

I'm pretty sure you know how messed up the search is -- not just search
vs. refine, but if you use a bookmarked search, and then click "new
search" and do a search, it includes the bookmarked search stuff -- even
though you've clicked "new search".

anyway, enough bitching.  Do you have plans to fix that in the near
future? (yeah, I know, I know perl, I should just do it, but work is
insane right now.  One day I'm sure I'll become a developer)

Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
skritz01 at emerald.tufts.edu




From Andrzej.Bursztynski at pse.pl  Thu Oct 18 15:48:29 2001
From: Andrzej.Bursztynski at pse.pl (Andrzej Bursztynski)
Date: Thu, 18 Oct 2001 21:48:29 +0200
Subject: [rt-users] Possible bug with Create.html and keyword selection in 2.0.8?
Message-ID: <20011018214829.C27613@pse.pl>

When creating a new ticket with WebGUI I assigned a couple general
keywords selections like:
 
label1 -> single childen of keywordroot1
label2 -> single childen of keywordroot2
label3 -> multiple childen of keywordroot3
 
When using Create form any single selection is lost - both
with single and multiple children keyword selection. But when I select
two or more with eg. level3 above - this time the keyword selection is
saved.
 
I get the same behaviour with local keywords selection.
 
Has anyone seen the same? I'm still experimenting with customising
RT2 to use Polish encoding so I'm not 100% sure if it's not a side effect
of my changes to the code..

-- 
Regards

 (ab)

-==============================================================================
-= 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
-==============================================================================



From Rich.West at wesmo.com  Thu Oct 18 16:03:32 2001
From: Rich.West at wesmo.com (Rich West)
Date: Thu, 18 Oct 2001 16:03:32 -0400
Subject: [rt-users] Re: Permission Denied
References: <3BCF326B.4060009@divatv.com>
Message-ID: <3BCF3594.6030209@wesmo.com>

Nevermind.. found it.  Duh..

I forgot to check the Queue GroupRights pages...

-Rich


Rich West wrote:

> This has probably been covered somewhere, but I'm in a bind...
>
> I literally just put RT2 up and live on the system, and after it 
> running for about 20 minutes, I was paged by a new message coming it 
> to the helpdesk.  It was a response to an already existing ticket.  I 
> checked the ticket, and no correspondence was there.
>
> Puzzled, I sent in a test piece of correspondence to my #1 ticket 
> (doing the subject appropriately), which happens to be a test ticket. 
> Originally, ages ago, I created that ticket via "root", but this piece 
> of correspondence was from my own account.
>
> I received an email back with "Permission Denied" in it.
>
> Ack!
>
> I'm guessing that the user who sent in the ticket response, which 
> correspondence did not get recorded, got the same message back...
>
> Is there something, somewhere, in which I can turn on the RT1 feature 
> of "allow anyone to comment on any ticket" and "allow anyone to create 
> a ticket"?  This system is in-house, and not accessible from outside 
> the company, so spam isn't an issue.
>
> Also, we do not have anything but the admins listed as "users" of the 
> RT2 system..  never did with RT1.
>
> -Rich
>

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






From jesse at bestpractical.com  Thu Oct 18 16:04:09 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 18 Oct 2001 16:04:09 -0400
Subject: [rt-users] Possible bug with Create.html and keyword selection in 2.0.8?
In-Reply-To: <20011018214829.C27613@pse.pl>; from Andrzej.Bursztynski@pse.pl on Thu, Oct 18, 2001 at 09:48:29PM +0200
References: <20011018214829.C27613@pse.pl>
Message-ID: <20011018160409.R7182@pallas.fsck.com>

There was a patch posted to rt-users just after the release.

It'll be fixed in 2.0.9


On Thu, Oct 18, 2001 at 09:48:29PM +0200, Andrzej Bursztynski wrote:
> When creating a new ticket with WebGUI I assigned a couple general
> keywords selections like:
>  
> label1 -> single childen of keywordroot1
> label2 -> single childen of keywordroot2
> label3 -> multiple childen of keywordroot3
>  
> When using Create form any single selection is lost - both
> with single and multiple children keyword selection. But when I select
> two or more with eg. level3 above - this time the keyword selection is
> saved.
>  
> I get the same behaviour with local keywords selection.
>  
> Has anyone seen the same? I'm still experimenting with customising
> RT2 to use Polish encoding so I'm not 100% sure if it's not a side effect
> of my changes to the code..
> 
> -- 
> Regards
> 
>  (ab)
> 
> -==============================================================================
> -= 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
> -==============================================================================
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From Rich.West at wesmo.com  Thu Oct 18 17:17:15 2001
From: Rich.West at wesmo.com (Rich West)
Date: Thu, 18 Oct 2001 17:17:15 -0400
Subject: [fwd] Re: [rt-users] Apache + mod_perl (from: Rich.West@wesmo.com)
References: <20011017223543.G7182@pallas.fsck.com>
Message-ID: <3BCF46DB.3020302@wesmo.com>

Just to follow up, this worked wonderfully under Solaris, as well.

-Rich


Jesse Vincent wrote:

>----- Forwarded message from Rich West <Rich.West at wesmo.com> -----
>
>Date: Wed, 17 Oct 2001 19:44:51 -0400
>From: Rich West <Rich.West at wesmo.com>
>Organization: WesMo
>User-Agent: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:0.9.2) Gecko/20010726 Netscape6/6.1
>To: Jesse Vincent <jesse at bestpractical.com>
>Subject: Re: [rt-users] Apache + mod_perl
>
>FastCGI works like a champ, minus the RT graphic (odd - I wonder why 
>that is the case.. I don't know enough (yet) about fastcgi).
>
>The key is that you also need to install the perl module "FCGI" from 
>cpan.  Outside of that, there isn't anything else.
>
>It is *extremely* straightforward and does run happily as a DSO.
>
>Of course, I tested this on my linux systems.  I won't be able to test 
>this until tomorrow under Solaris.
>
>Anyhow, the full out procedure is:
>o Use CPAN to install "FCGI".
>o Download http://www.fastcgi.com/dist/mod_fastcgi.tar.gz
>o Decompress it.
>o Build as a DSO via: apxs -o mod_fastcgi.so -c *.c
>o Fix the permissions via: chmod 755 mod_fastcgi.so
>o Install the compiled DSO via: cp mod_fastcgi.so 
>/apache_install/modules/mod_fastcgi.so
>o Update your httpd.conf file to include "LoadModule fastcgi_module 
> modules/mod_fastcgi.so"
>o Also add: "AddModule mod_fastcgi.c"
>o Add "ScriptAlias / /usr/rt2/bin/mason_handler.fcgi/" to your httpd.conf
>o Restart the webserver.
>
>Done.
>
>:-)
>
>-Rich
>
>
>Jesse Vincent wrote:
>
>>http://fsck.com/rtfm/article.html?id=49 is what I've got at this point.
>>
>>updates owuld be cool. 
>>
>>On Wed, Oct 17, 2001 at 05:46:22PM -0400, Rich West wrote:
>>
>>>Hrmm.. now that is a good option.
>>>
>>>I'm trying that right now.  I take it that the docs aren't there (yet) 
>>>for the fastcgi configuration, eh?  If that is the case, I'll muddle 
>>>through, then send you updated docs if you would like..
>>>
>>>-Rich
>>>
>>>
>>>Jesse Vincent wrote:
>>>
>>>>IT doesn't display the RT logo, but otherwise should be fine.
>>>>and yeah. that cuts mod perl out entirely.
>>>>
>>>>
>>>>
>>>>On Wed, Oct 17, 2001 at 05:11:53PM -0400, Rich West wrote:
>>>>
>>>>>...?
>>>>>
>>>>>I thought the fastcgi stuff wasn't fully working yet..  Would that drop 
>>>>>the dependency on mod_perl?
>>>>>
>>>>>-Rich
>>>>>
>>>>>
>>>>>Jesse Vincent wrote:
>>>>>
>>>>>>Actually, yeah. sheeri's point about apache and perl being built with
>>>>>>different compilers is very good.  That can just suck.  But, you can always
>>>>>>just use the fastcgi frontend......
>>>>>>
>>>>>>	-j
>>>>>>
>>>>>>
>>>>>>On Wed, Oct 17, 2001 at 04:31:54PM -0400, Rich West wrote:
>>>>>>
>>>>>>>OK.. shoot me now.  For the life of me, it will not work. :(
>>>>>>>
>>>>>>>bah..  grrr.. grumble..
>>>>>>>
>>>>>>>This really shouldn't be that much trouble..
>>>>>>>
>>>>>>>Somehow I do not think I could sneak by a CLI-only version of RT2 past 
>>>>>>>the helpdesk folks here.. They would probably lynch me. :)
>>>>>>>
>>>>>>>I browsed through those pages, and the darned thing tries to compile 
>>>>>>>mod_ssl as a DSO.  *ack*  That, and gcc happily builds everything, but 
>>>>>>>Sun's C compiler bombs.
>>>>>>>
>>>>>>>Man, it burns me that I got this far at this site with RT2 only to be 
>>>>>>>stopped in my tracks by dumb-old mod_perl.
>>>>>>>
>>>>>>>*toss in the towel*  Now that I have a huge headache, I'm done for today.
>>>>>>>
>>>>>>>-Rich
>>>>>>>
>>>>>>>#!/bin/sh
>>>>>>>
>>>>>>>CC="cc"
>>>>>>>PATH=/opt/SUNWspro/bin:/usr/local/bin:$PATH
>>>>>>>export CC PATH
>>>>>>>
>>>>>>>cd mod_ssl-2.8.4-1.3.20/
>>>>>>>./configure --with-apache=../apache_1.3.20 --enable-shared=ssl
>>>>>>>cd ..
>>>>>>>cd mod_perl-1.26
>>>>>>>perl Makefile.PL APACHE_SRC=../apache_1.3.20/src DO_HTTPD=1 PREP_HTTPD=1 
>>>>>>>USE_APACI=1 EVERYTHING=1
>>>>>>>make
>>>>>>>make install
>>>>>>>cd ../apache_1.3.20
>>>>>>>
>>>>>>>LD_LIBRARY_PATH=/usr/local/lib
>>>>>>>export LD_LIBRARY_PATH
>>>>>>>CFLAGS="-L/usr/local/lib" SSL_BASE=/usr/local/pkg/openssl-0.9.6b \
>>>>>>>./configure  --prefix=/usr/local/pkg/apache-1.3.20-test \
>>>>>>>--enable-module=ssl \
>>>>>>>--enable-shared=ssl \
>>>>>>>--enable-module=unique_id \
>>>>>>>--enable-module=rewrite \
>>>>>>>--enable-module=speling \
>>>>>>>--enable-module=expires \
>>>>>>>--enable-module=info \
>>>>>>>--enable-module=log_agent \
>>>>>>>--enable-module=log_referer \
>>>>>>>--enable-module=usertrack \
>>>>>>>--enable-module=proxy \
>>>>>>>--enable-module=userdir \
>>>>>>>--enable-module=so \
>>>>>>>--disable-module=auth_dbm \
>>>>>>>--enable-suexec \
>>>>>>>--suexec-caller=nobody \
>>>>>>>--suexec-docroot=/nj/www \
>>>>>>>--add-module=../mod_bandwidth.c \
>>>>>>>--activate-module=src/modules/perl/libperl.a \
>>>>>>>--enable-module=perl \
>>>>>>>--disable-rule=WANTHSREGEX
>>>>>>>make
>>>>>>>make install
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>Sheeri Kritzer wrote:
>>>>>>>
>>>>>>>>Rich,
>>>>>>>>
>>>>>>>>I compiled apache successfully (twice) on Solaris 8.
>>>>>>>>
>>>>>>>>I basically used the document at
>>>>>>>>
>>>>>>>>http://www.delouw.ch/linux/apache.phtml
>>>>>>>>
>>>>>>>>only slightly modified (ie, mm just Doesn't Work, don't bother installing
>>>>>>>>it)
>>>>>>>>
>>>>>>>>You need to be careful, though, if you're not using the Sun (Forte) C
>>>>>>>>compiler. I've run into a great deal of trouble there. I have also run
>>>>>>>>into trouble, along those same lines, with my build of perl -- perl
>>>>>>>>expected the compiler to be cc (sun's Forte C compiler), and so whenever I
>>>>>>>>did "perl Makefile.PL" as with mod_perl, I got some funky errors.
>>>>>>>>
>>>>>>>>Our solution temporarily is to rebuild perl to recognize gcc. However, in
>>>>>>>>the long term, we're buying the license for the $#!$@$# compiler.
>>>>>>>>
>>>>>>>>
>>>>>>>>Sheeri Kritzer
>>>>>>>>Systems Administrator
>>>>>>>>University Systems Group
>>>>>>>>Tufts University
>>>>>>>>617-627-3925
>>>>>>>>skritz01 at emerald.tufts.edu
>>>>>>>>
>>>>>>>>On Wed, 17 Oct 2001, Rich West wrote:
>>>>>>>>
>>>>>>>>><rant>
>>>>>>>>>Arggh!
>>>>>>>>></rant>
>>>>>>>>>
>>>>>>>>>I know this is off-topic, but, since there must be someone else out
>>>>>>>>>there with the same setup, but working, I figured I would try...
>>>>>>>>>
>>>>>>>>>Has anyone had any success with Apache + mod_perl on Solaris 8?
>>>>>>>>>
>>>>>>>>>I've had great success under Linux with Apache 1.3.20 and mod_perl 1.26,
>>>>>>>>>but, under Solaris 8, the thing continually logs a Segmentation Fault
>>>>>>>>>(11) for each apache process. The server answers for normal requests,
>>>>>>>>>but, when a request goes to the virual host for RT, that's when it seg
>>>>>>>>>faults.
>>>>>>>>>
>>>>>>>>>And, no.. I didn't compile it as a DSO. Out from the configure/make
>>>>>>>>>looks like: o perl_module uses ConfigStart/End
>>>>>>>>>+ mod_perl build type: OBJ
>>>>>>>>>+ setting up mod_perl build environment
>>>>>>>>>+ id: mod_perl/1.26
>>>>>>>>>+ id: Perl/v5.6.1 (solaris) [perl]
>>>>>>>>>+ adjusting Apache build environment
>>>>>>>>>+ enabling Perl support for SSI (mod_include)
>>>>>>>>>
>>>>>>>>>...
>>>>>>>>>with all of the perl stuff listed as "enabled".
>>>>>>>>>
>>>>>>>>>*sigh* I am _so_ close at getting RT2 up for this site, I can taste it..
>>>>>>>>>
>>>>>>>>>Any tips, tricks, pointers, etc would be much appreciated!
>>>>>>>>>
>>>>>>>>>Thanks!
>>>>>>>>>-Rich
>>>>>>>>>





From levitte at stacken.kth.se  Thu Oct 18 18:01:08 2001
From: levitte at stacken.kth.se (Richard Levitte - VMS Whacker)
Date: Fri, 19 Oct 2001 00:01:08 +0200 (MET DST)
Subject: [rt-users] Mason component root / fastcgi
In-Reply-To: <3BCF12BE.2030702@wesmo.com>
References: <20011018084449.A32255@xs4all.nl>
	<20011018.131557.80656930.levitte@stacken.kth.se>
	<3BCF12BE.2030702@wesmo.com>
Message-ID: <20011019.000108.73601621.levitte@stacken.kth.se>

From: Rich West <Rich.West at wesmo.com>

Rich.West> I'm simply running with the ScriptAlias within one of our
Rich.West> VirtualHosts, it runs just fine.  No need to specify the
Rich.West> Location or any ewriteRule on my end..

The RewriteRule is there to make sure that people who forget to put an
ending slash on the initial URL get the right thing.  An extra
commodity, basically, not really essencial.

Rich.West> >Hmm, I have the following, and it works for me:
Rich.West> >
Rich.West> >  <Location /WebRT>
Rich.West> >    Options +ExecCGI
Rich.West> >  </Location>
Rich.West> >  RewriteRule /WebRT /WebRT/ [R,L]
Rich.West> >  Alias /WebRT/ /usr/local/rt2/bin/mason_handler.fcgi/
Rich.West> >
Rich.West> >I'm not really sure that ScriptAlias should be used the way it's
Rich.West> >described in the guide.
Rich.West> >

-- 
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 stock at cse.Buffalo.EDU  Thu Oct 18 18:47:49 2001
From: stock at cse.Buffalo.EDU (Matthew D. Stock)
Date: Thu, 18 Oct 2001 18:47:49 -0400 (EDT)
Subject: [rt-users] RT2 Stats
In-Reply-To: <20011018145641.N7182@pallas.fsck.com>
References: <200110181721.f9IHLTg13200@nfsb.ecdev.fedex.com>
	<200110181803.f9II35S19475@gondor.apd.com>
	<20011018143641.C25586@mail.boston.com>
	<20011018145641.N7182@pallas.fsck.com>
Message-ID: <15311.23573.932028.729686@perdix.cse.buffalo.edu>

Jesse Vincent writes:
 > I've actually started on one of these too ;)
 > 
 > ftp://ftp.fsck.com/pub/rt/contrib/2.0/rt-addons/HeadsUp
 > 
 > This is the basis of the managment reporting tools that will be included
 > in 2.2.  If folks want to put their energy into extending it, I'd be thrilled.

I'm working on some report queries, and I'd love to be able to use the
existing HeadsUp-style reports.  The problem that I'm facing is that to get
the kinds of reports I want, it seems to be much more efficient to write
queries direct to the database.  Skipping the official interfaces isn't
ideal though, and so I'm hoping that I'm just missing something.

Here's one simple example, though I have other reports that use similar
methods:

Instead of iterating over the set of all tickets (or even a large subset)
and counting up the number of tickets created and resolved in each month, I
just have the database do it, returning an answer in seconds even on a
fairly large database:

select count(*), year(Created), month(Created) from Tickets where Status
!= 'dead' and Queue = ? and id = EffectiveId group by year(Created),
month(Created)

select count(*), year(LastUpdated), month(LastUpdated) from Tickets where
Status = 'resolved' and Queue = ? and id = EffectiveId group by
year(LastUpdated), month(LastUpdated)



Jesse (or others), if you think that the existing search API can do this
sort of thing, please let me know.  What method do you recommend?
Thanks,
  -Matt



From jeremy at whatever.ucdavis.edu  Thu Oct 18 19:00:27 2001
From: jeremy at whatever.ucdavis.edu (Jeremy M. Smith)
Date: Thu, 18 Oct 2001 16:00:27 -0700 (PDT)
Subject: [rt-users] 2.0.8 POST problem
Message-ID: <Pine.LNX.4.33.0110181546220.29068-100000@whatever.ucdavis.edu>

Hello--

I've been happily using RT1 for almost three years. Today, I decided to
make the jump to RT2. The installation went well, and everything from my
RT1 instance imported perfectly. But there is some problem with any RT2
form that uses the POST method instead of GET. With the main login screen,
for instance, if I try to use the username and password form elements, I
just get dumped back to the same screen. However, if I tag on
?user=xxxx&pass=yyyy to the base RT2 URL, I get in just fine. It seems
that most of the other forms use GET, so the system is functional, but
several of the administrative forms use POST.

I have checked the list archives. There have been a few threads talking
about this problem, but no solutions aside from changing all of the POSTs
in the code over to GETs, which seems clunky.

If I look in my webserver logs, it looks like the browser is actually
sending two separate requests, almost as if the HTTP headers were getting
messed up:

169.237.xxx.yyy - - [18/Oct/2001:13:39:01 -0700] "POST /rt2/ HTTP/1.1" 200
2071
169.237.xxx.yyy - - [18/Oct/2001:13:39:01 -0700] "user=test&pass=testGET
/rt2/NoAuth/webrt.css HTTP/1.1" 200 1484

This problem is consistent across several different browsers, including
Mozilla, IE 5.5, and Netscape 4.7.

I'm using RT 2.0.8, Apache 1.3.19, Perl 5.6.1, mod_perl 1.26 and fresh
builds of all the required Perl modules (compiled from CPAN today) all on
a RedHat 7.0 system.

Has anybody else seen this behaviour (and, hopefully, a solution)?

Thanks,

Jeremy.
--------------------------------------------
Jeremy M. Smith <jeremy at ucdavis.edu>
Technical Support Manager, Programmer
University of California, Davis
Languages and Literatures
Language Learning Center





From Adam.Clarke at StrategicData.com.au  Thu Oct 18 22:12:19 2001
From: Adam.Clarke at StrategicData.com.au (Adam Clarke)
Date: Fri, 19 Oct 2001 12:12:19 +1000
Subject: [rt-users] Apache + mod_perl
References: <3BCE579A.13573120@uts.edu.au> <Pine.OSF.4.32.0110181314480.20304-100000@emerald.tufts.edu> <20011018152006.E356@metachar.net>
Message-ID: <004301c15843$7b357a80$3701a8c0@dealramh>

Perhaps Apache Toolbox might be a good resource for people. I haven't tried
it with RT but it solved my problems with other Apache configs (i.e.
mod_perl + PHP + auth_mysql etc)

http://www.apachetoolbox.com/

Cheers
Adam

----- Original Message -----
From: "Adam R Prato" <arp-rt2 at metachar.net>
To: "Sheeri Kritzer" <skritz01 at emerald.tufts.edu>
Cc: "Teo de Hesselle" <teo.dehesselle at uts.edu.au>; <rt-users at fsck.com>
Sent: Friday, October 19, 2001 5:20 AM
Subject: Re: [rt-users] Apache + mod_perl






From deon at wurley.net  Thu Oct 18 04:51:42 2001
From: deon at wurley.net (Deon George)
Date: Thu, 18 Oct 2001 18:51:42 +1000 (EST)
Subject: [rt-users] Problem with home/my requests blank.
Message-ID: <Pine.LNX.4.33.0110181849500.6274-100000@dingo.wurley.net>

Hi,

I've installed 2.0.7 about a month ago, and the "25 highest priority
tickets I requested..." is showing up blank - even though I know that I
have created/and requested tickets.

If I go into some of the open tickets there, my email address shows up as
the requestor.

Shouldn't these show up on that home page under that heading?

-- 
...deon
---
 _--_|\   | Deon George <deon at wurley.net>
/      \  |
\_.--.*/  |
      v   | This email coming to you from the 'burbs of Melbourne, Australia.




From jesse at bestpractical.com  Fri Oct 19 01:28:27 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 19 Oct 2001 01:28:27 -0400
Subject: [rt-users] Problem with home/my requests blank.
In-Reply-To: <Pine.LNX.4.33.0110181849500.6274-100000@dingo.wurley.net>; from deon@wurley.net on Thu, Oct 18, 2001 at 06:51:42PM +1000
References: <Pine.LNX.4.33.0110181849500.6274-100000@dingo.wurley.net>
Message-ID: <20011019012827.X7182@pallas.fsck.com>

Just for kicks, try moving up to the latest DBIx::SearchBuilder in cpan?


On Thu, Oct 18, 2001 at 06:51:42PM +1000, Deon George wrote:
> Hi,
> 
> I've installed 2.0.7 about a month ago, and the "25 highest priority
> tickets I requested..." is showing up blank - even though I know that I
> have created/and requested tickets.
> 
> If I go into some of the open tickets there, my email address shows up as
> the requestor.
> 
> Shouldn't these show up on that home page under that heading?
> 
> -- 
> ...deon
> ---
>  _--_|\   | Deon George <deon at wurley.net>
> /      \  |
> \_.--.*/  |
>       v   | This email coming to you from the 'burbs of Melbourne, Australia.
> 
> 
> _______________________________________________
> 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 Oct 19 02:19:13 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 19 Oct 2001 02:19:13 -0400
Subject: [rt-users] --summary format
In-Reply-To: <8DE9A17333ACD411A52B00508B5B0CE4D8D519@mail.synchrony.net>; from FPercynski@synchrony.net on Tue, Oct 16, 2001 at 08:04:27PM -0400
References: <8DE9A17333ACD411A52B00508B5B0CE4D8D519@mail.synchrony.net>
Message-ID: <20011019021913.Y7182@pallas.fsck.com>

Rather than having a perl script parse the output of --summary,
why not write tools to talk to the RT API directly?

On Tue, Oct 16, 2001 at 08:04:27PM -0400, Percynski, Fred wrote:
> Is information available on how to format the --summary option in RT's
> command line interface?  From reading the archives I know that RT supports
> this
> --summary %id4%queue10%subject40
> but I am trying to figure out a way to delimit each field, something like
> --summary %id4 : %queue10 : %subject40
> 
> Any ideas on how to do this?  Specifically, how to delimit each field so
> that Perl can parse the information easily.
> 
> Thanks!
> 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 alesh at sportina.si  Fri Oct 19 03:53:07 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Fri, 19 Oct 2001 09:53:07 +0200
Subject: [rt-users] RT 2.0.8, Show details/Due date bug when creating new ticket
Message-ID: <3BCFDBE3.103@sportina.si>

Jesse,

I have checked if entering Due Date when creating ticket in all possible 
forms solves the problem of Due Date not being saved:
- 10/19/2001
- 19/10/2001
- Fri 19 Oct
- Fri 19 Oct 2001

Nothing of this sets Due Date to the one I desire (above or just example 
formats).

Could this be confirmed now as a bug?

Alesh






From gjjc at rubberplant.freeserve.co.uk  Fri Oct 19 04:54:11 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Fri, 19 Oct 2001 08:54:11 +0000
Subject: [rt-users] 2.0.8 POST problem
References: <Pine.LNX.4.33.0110181546220.29068-100000@whatever.ucdavis.edu>
Message-ID: <3BCFEA33.89EA037A@rubberplant.freeserve.co.uk>

"Jeremy M. Smith" wrote:
> 
> Hello--
> 
> I've been happily using RT1 for almost three years. Today, I decided to
> make the jump to RT2. The installation went well, and everything from my
> RT1 instance imported perfectly. But there is some problem with any RT2
> form that uses the POST method instead of GET. With the main login screen,
> for instance, if I try to use the username and password form elements, I
> just get dumped back to the same screen. However, if I tag on
> ?user=xxxx&pass=yyyy to the base RT2 URL, I get in just fine. It seems
> that most of the other forms use GET, so the system is functional, but
> several of the administrative forms use POST.
> 
> I have checked the list archives. There have been a few threads talking
> about this problem, but no solutions aside from changing all of the POSTs
> in the code over to GETs, which seems clunky.
> 
> If I look in my webserver logs, it looks like the browser is actually
> sending two separate requests, almost as if the HTTP headers were getting
> messed up:
> 
> 169.237.xxx.yyy - - [18/Oct/2001:13:39:01 -0700] "POST /rt2/ HTTP/1.1" 200
> 2071
> 169.237.xxx.yyy - - [18/Oct/2001:13:39:01 -0700] "user=test&pass=testGET
> /rt2/NoAuth/webrt.css HTTP/1.1" 200 1484
> 
> This problem is consistent across several different browsers, including
> Mozilla, IE 5.5, and Netscape 4.7.
> 
> I'm using RT 2.0.8, Apache 1.3.19, Perl 5.6.1, mod_perl 1.26 and fresh
> builds of all the required Perl modules (compiled from CPAN today) all on
> a RedHat 7.0 system.
> 
> Has anybody else seen this behaviour (and, hopefully, a solution)?
> 

Thats two of us that have the same problem - but the only difference is
that I am using Apache 1.3.20, and RedHat 7.1.

The only kludge I have is to change the posts to gets.

Any else any ideas ?

Greg



From oparkhou at atg.com  Fri Oct 19 07:16:58 2001
From: oparkhou at atg.com (Oliver Parkhouse)
Date: Fri, 19 Oct 2001 12:16:58 +0100
Subject: [rt-users] doesnt install
Message-ID: <IMEGJGPHAJKEEHGDGMEDAEKPCEAA.oparkhou@atg.com>


this is the error i am getting
please help someone


mkdir -p /usr/local/rt2/bin
mkdir -p /usr/local/rt2/WebRT/data
mkdir -p /usr/local/rt2/WebRT/sessiondata
mkdir -p /usr/local/rt2/etc
mkdir -p /usr/local/rt2/lib
mkdir -p /usr/local/rt2/WebRT/html
mkdir -p /usr/local/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql/' 'localhost' ''
'root' '
rt2' create
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
Use of uninitialized value at tools/initdb line 200, <STDIN> chunk 1.
Died at tools/initdb line 200, <STDIN> chunk 1.
make: *** [createdb] Error 2

Oliver Parkhouse, MCSE, CCA
IT Support
ATG
+44 118 9565008
+44 7876 703036




From jay at mojomole.com  Fri Oct 19 08:57:06 2001
From: jay at mojomole.com (Jay Kramer)
Date: Fri, 19 Oct 2001 07:57:06 -0500
Subject: [rt-users] Apache + mod_perl
References: <3BCE579A.13573120@uts.edu.au> <Pine.OSF.4.32.0110181314480.20304-100000@emerald.tufts.edu> <20011018152006.E356@metachar.net> <004301c15843$7b357a80$3701a8c0@dealramh>
Message-ID: <001401c1589d$91986d00$cd01a8c0@datatechnique.com>

I use a modified Apache Toolbox here to include some other things that I
need (namely qt and gnome's xml parser for eZpublish...) Works rather well..
there ARE module incompatibilities that it doesn't know about, so you can
get frustrated if you turn on too much stuff, but it works well...

Jay

> Perhaps Apache Toolbox might be a good resource for people. I haven't
tried
> it with RT but it solved my problems with other Apache configs (i.e.
> mod_perl + PHP + auth_mysql etc)
>
> http://www.apachetoolbox.com/
>
> Cheers
> Adam





From jesse at bestpractical.com  Fri Oct 19 10:38:18 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 19 Oct 2001 10:38:18 -0400
Subject: [rt-users] RT 2.0.8, Show details/Due date bug when creating new ticket
In-Reply-To: <3BCFDBE3.103@sportina.si>; from alesh@sportina.si on Fri, Oct 19, 2001 at 09:53:07AM +0200
References: <3BCFDBE3.103@sportina.si>
Message-ID: <20011019103818.B7182@pallas.fsck.com>

Try 2.0.9pre1?  There was a bug in the  web based ticket creation logic


On Fri, Oct 19, 2001 at 09:53:07AM +0200, Alesh Mustar wrote:
> Jesse,
> 
> I have checked if entering Due Date when creating ticket in all possible 
> forms solves the problem of Due Date not being saved:
> - 10/19/2001
> - 19/10/2001
> - Fri 19 Oct
> - Fri 19 Oct 2001
> 
> Nothing of this sets Due Date to the one I desire (above or just example 
> formats).
> 
> Could this be confirmed now as a bug?
> 
> Alesh
> 
> 
> 
> 
> _______________________________________________
> 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 Oct 19 10:38:47 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 19 Oct 2001 10:38:47 -0400
Subject: [rt-users] 2.0.8 POST problem
In-Reply-To: <3BCFEA33.89EA037A@rubberplant.freeserve.co.uk>; from gjjc@rubberplant.freeserve.co.uk on Fri, Oct 19, 2001 at 08:54:11AM +0000
References: <Pine.LNX.4.33.0110181546220.29068-100000@whatever.ucdavis.edu> <3BCFEA33.89EA037A@rubberplant.freeserve.co.uk>
Message-ID: <20011019103847.C7182@pallas.fsck.com>

Are you guys using redhat's builds of mod_perl and apache?  


On Fri, Oct 19, 2001 at 08:54:11AM +0000, Greg Cope wrote:
> "Jeremy M. Smith" wrote:
> > 
> > Hello--
> > 
> > I've been happily using RT1 for almost three years. Today, I decided to
> > make the jump to RT2. The installation went well, and everything from my
> > RT1 instance imported perfectly. But there is some problem with any RT2
> > form that uses the POST method instead of GET. With the main login screen,
> > for instance, if I try to use the username and password form elements, I
> > just get dumped back to the same screen. However, if I tag on
> > ?user=xxxx&pass=yyyy to the base RT2 URL, I get in just fine. It seems
> > that most of the other forms use GET, so the system is functional, but
> > several of the administrative forms use POST.
> > 
> > I have checked the list archives. There have been a few threads talking
> > about this problem, but no solutions aside from changing all of the POSTs
> > in the code over to GETs, which seems clunky.
> > 
> > If I look in my webserver logs, it looks like the browser is actually
> > sending two separate requests, almost as if the HTTP headers were getting
> > messed up:
> > 
> > 169.237.xxx.yyy - - [18/Oct/2001:13:39:01 -0700] "POST /rt2/ HTTP/1.1" 200
> > 2071
> > 169.237.xxx.yyy - - [18/Oct/2001:13:39:01 -0700] "user=test&pass=testGET
> > /rt2/NoAuth/webrt.css HTTP/1.1" 200 1484
> > 
> > This problem is consistent across several different browsers, including
> > Mozilla, IE 5.5, and Netscape 4.7.
> > 
> > I'm using RT 2.0.8, Apache 1.3.19, Perl 5.6.1, mod_perl 1.26 and fresh
> > builds of all the required Perl modules (compiled from CPAN today) all on
> > a RedHat 7.0 system.
> > 
> > Has anybody else seen this behaviour (and, hopefully, a solution)?
> > 
> 
> Thats two of us that have the same problem - but the only difference is
> that I am using Apache 1.3.20, and RedHat 7.1.
> 
> The only kludge I have is to change the posts to gets.
> 
> Any else any ideas ?
> 
> 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 jeremy at whatever.ucdavis.edu  Fri Oct 19 11:15:49 2001
From: jeremy at whatever.ucdavis.edu (Jeremy M. Smith)
Date: Fri, 19 Oct 2001 08:15:49 -0700 (PDT)
Subject: [rt-users] 2.0.8 POST problem
Message-ID: <Pine.LNX.4.33.0110190813400.3895-100000@whatever.ucdavis.edu>

Nope. I'm using my own build of both. The most suspect thing in my setup
is that I'm building mod_perl as a DSO in order to preserve some other
complex apache mods.

Jeremy.


>Are you guys using redhat's builds of mod_perl and apache?


On Fri, Oct 19, 2001 at 08:54:11AM +0000, Greg Cope wrote:
> "Jeremy M. Smith" wrote:
> > > > Hello--
> > > > I've been happily using RT1 for almost three years. Today, I
decided to
> > make the jump to RT2. The installation went well, and everything from
my
> > RT1 instance imported perfectly. But there is some problem with any
RT2
> > form that uses the POST method instead of GET. With the main login
screen,
> > for instance, if I try to use the username and password form elements,
I
> > just get dumped back to the same screen. However, if I tag on
> > ?user=xxxx&pass=yyyy to the base RT2 URL, I get in just fine. It seems
> > that most of the other forms use GET, so the system is functional, but
> > several of the administrative forms use POST.
> > > > I have checked the list archives. There have been a few threads
talking
> > about this problem, but no solutions aside from changing all of the
POSTs
> > in the code over to GETs, which seems clunky.
> > > > If I look in my webserver logs, it looks like the browser is
actually
> > sending two separate requests, almost as if the HTTP headers were
getting
> > messed up:
> > > > 169.237.xxx.yyy - - [18/Oct/2001:13:39:01 -0700] "POST /rt2/
HTTP/1.1" 200
> > 2071
> > 169.237.xxx.yyy - - [18/Oct/2001:13:39:01 -0700]
"user=test&pass=testGET
> > /rt2/NoAuth/webrt.css HTTP/1.1" 200 1484
> > > > This problem is consistent across several different browsers,
including
> > Mozilla, IE 5.5, and Netscape 4.7.
> > > > I'm using RT 2.0.8, Apache 1.3.19, Perl 5.6.1, mod_perl 1.26 and
fresh
> > builds of all the required Perl modules (compiled from CPAN today) all
on
> > a RedHat 7.0 system.
> > > > Has anybody else seen this behaviour (and, hopefully, a solution)?
> > > > Thats two of us that have the same problem - but the only
difference is
> that I am using Apache 1.3.20, and RedHat 7.1.
> > The only kludge I have is to change the posts to gets.
> > Any else any ideas ?
> > 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



-- 
--------------------------------------------
Jeremy M. Smith <jeremy at ucdavis.edu>
Technical Support Manager, Programmer
University of California, Davis
Languages and Literatures
Language Learning Center





From oparkhou at atg.com  Fri Oct 19 11:21:51 2001
From: oparkhou at atg.com (Oliver Parkhouse)
Date: Fri, 19 Oct 2001 16:21:51 +0100
Subject: [rt-users] mysql
Message-ID: <IMEGJGPHAJKEEHGDGMEDMELMCEAA.oparkhou@atg.com>

Thi is what i get while running the make command on mysql-modules-1.2216
any and all help please

Running Mkbootstrap for DBD::mysql ()
chmod 644 mysql.bs
rm -f ../blib/arch/auto/DBD/mysql/mysql.so
LD_RUN_PATH="/usr/local/mysql/lib:/lib:/usr/lib:/usr/lib/gcc-lib/i386-redhat
-lin
ux/egcs-2.91.66" cc  -shared -L/usr/local/lib dbdimp.o
mysql.o -L/usr/local/mysq
l/lib  -o
../blib/arch/auto/DBD/mysql/mysql.so   -L/usr/local/mysql/lib -lmysqlc
lient -lm -lz -L/usr/lib/gcc-lib/i386-redhat-linux/egcs-2.91.66 -lgcc
/usr/local/bin/ld: cannot open -lz: No such file or directory
collect2: ld returned 1 exit status
make[1]: *** [../blib/arch/auto/DBD/mysql/mysql.so] Error 1
make[1]: Leaving directory `/home/oparkhou/Msql-Mysql-modules-1.2216/mysql'
make: *** [subdirs] Error 2
[root at osiris Msql-Mysql-modules-1.2216]# make install
make[1]: Entering directory `/home/oparkhou/Msql-Mysql-modules-1.2216/mysql'
rm -f ../blib/arch/auto/DBD/mysql/mysql.so
LD_RUN_PATH="/usr/local/mysql/lib:/lib:/usr/lib:/usr/lib/gcc-lib/i386-redhat
-lin
ux/egcs-2.91.66" cc  -shared -L/usr/local/lib dbdimp.o
mysql.o -L/usr/local/mysq
l/lib  -o
../blib/arch/auto/DBD/mysql/mysql.so   -L/usr/local/mysql/lib -lmysqlc
lient -lm -lz -L/usr/lib/gcc-lib/i386-redhat-linux/egcs-2.91.66 -lgcc
/usr/local/bin/ld: cannot open -lz: No such file or directory
collect2: ld returned 1 exit status
make[1]: *** [../blib/arch/auto/DBD/mysql/mysql.so] Error 1
make[1]: Leaving directory `/home/oparkhou/Msql-Mysql-modules-1.2216/mysql'
make: *** [subdirs] Error 2

Oliver Parkhouse, MCSE, CCA
IT Support
ATG
+44 118 9565008
+44 7876 703036




From jesse at bestpractical.com  Fri Oct 19 11:27:48 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 19 Oct 2001 11:27:48 -0400
Subject: [rt-users] 2.0.8 POST problem
In-Reply-To: <Pine.LNX.4.33.0110190813400.3895-100000@whatever.ucdavis.edu>; from jeremy@whatever.ucdavis.edu on Fri, Oct 19, 2001 at 08:15:49AM -0700
References: <Pine.LNX.4.33.0110190813400.3895-100000@whatever.ucdavis.edu>
Message-ID: <20011019112748.E7182@pallas.fsck.com>

Rather. mod_perl as a DSO is not going to be any fun. If you need mod_perl
as a DSO, you should probably use the fastcgi handler for the RT web interface.


	Jesse

On Fri, Oct 19, 2001 at 08:15:49AM -0700, Jeremy M. Smith wrote:
> 
> Nope. I'm using my own build of both. The most suspect thing in my setup
> is that I'm building mod_perl as a DSO in order to preserve some other
> complex apache mods.
> 
> Jeremy.
> 
> 
> >Are you guys using redhat's builds of mod_perl and apache?
> 
> 
> On Fri, Oct 19, 2001 at 08:54:11AM +0000, Greg Cope wrote:
> > "Jeremy M. Smith" wrote:
> > > > > Hello--
> > > > > I've been happily using RT1 for almost three years. Today, I
> decided to
> > > make the jump to RT2. The installation went well, and everything from
> my
> > > RT1 instance imported perfectly. But there is some problem with any
> RT2
> > > form that uses the POST method instead of GET. With the main login
> screen,
> > > for instance, if I try to use the username and password form elements,
> I
> > > just get dumped back to the same screen. However, if I tag on
> > > ?user=xxxx&pass=yyyy to the base RT2 URL, I get in just fine. It seems
> > > that most of the other forms use GET, so the system is functional, but
> > > several of the administrative forms use POST.
> > > > > I have checked the list archives. There have been a few threads
> talking
> > > about this problem, but no solutions aside from changing all of the
> POSTs
> > > in the code over to GETs, which seems clunky.
> > > > > If I look in my webserver logs, it looks like the browser is
> actually
> > > sending two separate requests, almost as if the HTTP headers were
> getting
> > > messed up:
> > > > > 169.237.xxx.yyy - - [18/Oct/2001:13:39:01 -0700] "POST /rt2/
> HTTP/1.1" 200
> > > 2071
> > > 169.237.xxx.yyy - - [18/Oct/2001:13:39:01 -0700]
> "user=test&pass=testGET
> > > /rt2/NoAuth/webrt.css HTTP/1.1" 200 1484
> > > > > This problem is consistent across several different browsers,
> including
> > > Mozilla, IE 5.5, and Netscape 4.7.
> > > > > I'm using RT 2.0.8, Apache 1.3.19, Perl 5.6.1, mod_perl 1.26 and
> fresh
> > > builds of all the required Perl modules (compiled from CPAN today) all
> on
> > > a RedHat 7.0 system.
> > > > > Has anybody else seen this behaviour (and, hopefully, a solution)?
> > > > > Thats two of us that have the same problem - but the only
> difference is
> > that I am using Apache 1.3.20, and RedHat 7.1.
> > > The only kludge I have is to change the posts to gets.
> > > Any else any ideas ?
> > > 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
> 
> 
> 
> -- 
> --------------------------------------------
> Jeremy M. Smith <jeremy at ucdavis.edu>
> Technical Support Manager, Programmer
> University of California, Davis
> Languages and Literatures
> Language Learning Center
> 
> 
> 
> _______________________________________________
> 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 jhittner at vmsinfo.com  Fri Oct 19 11:33:44 2001
From: jhittner at vmsinfo.com (Jon Hittner)
Date: Fri, 19 Oct 2001 11:33:44 -0400
Subject: [rt-users] Blank bodies in some replies
Message-ID: <200110191533.LAA17458@vmsinfo.com>

Hi,
   I have a setup of RT 2.0.8 (upgraded from 2.0.6).  About 1 in every 10 
replies sent to the requesters have an empty body.  The scrip looks right:
 OnCorrespond NotifyRequestors with template Correspondence
and the template reads:

{$Transaction->Content()}

If I hit reply to a ticket, add some comments and hit submit, the user 10% of 
the time will get a blank email and 90% of the time it will work perfect.  If 
I hit the back button, and submit again, it usually works.  I turned on debug 
and the logs look the same for the good emails as they do for the bad ones. 
Has anyone seen any problems like this? 

Thanks,
Jon



From jeremy at whatever.ucdavis.edu  Fri Oct 19 11:38:28 2001
From: jeremy at whatever.ucdavis.edu (Jeremy M. Smith)
Date: Fri, 19 Oct 2001 08:38:28 -0700 (PDT)
Subject: [rt-users] 2.0.8 POST problem
In-Reply-To: <20011019112748.E7182@pallas.fsck.com>
Message-ID: <Pine.LNX.4.33.0110190836540.3895-100000@whatever.ucdavis.edu>

> Rather. mod_perl as a DSO is not going to be any fun. If you need mod_perl
> as a DSO, you should probably use the fastcgi handler for the RT web interface.

Perfect. That has solved the problem! Thanks so much.

Jeremy.



>
>
> 	Jesse
>
> On Fri, Oct 19, 2001 at 08:15:49AM -0700, Jeremy M. Smith wrote:
> >
> > Nope. I'm using my own build of both. The most suspect thing in my setup
> > is that I'm building mod_perl as a DSO in order to preserve some other
> > complex apache mods.
> >
> > Jeremy.
> >
> >
> > >Are you guys using redhat's builds of mod_perl and apache?
> >
> >
> > On Fri, Oct 19, 2001 at 08:54:11AM +0000, Greg Cope wrote:
> > > "Jeremy M. Smith" wrote:
> > > > > > Hello--
> > > > > > I've been happily using RT1 for almost three years. Today, I
> > decided to
> > > > make the jump to RT2. The installation went well, and everything from
> > my
> > > > RT1 instance imported perfectly. But there is some problem with any
> > RT2
> > > > form that uses the POST method instead of GET. With the main login
> > screen,
> > > > for instance, if I try to use the username and password form elements,
> > I
> > > > just get dumped back to the same screen. However, if I tag on
> > > > ?user=xxxx&pass=yyyy to the base RT2 URL, I get in just fine. It seems
> > > > that most of the other forms use GET, so the system is functional, but
> > > > several of the administrative forms use POST.
> > > > > > I have checked the list archives. There have been a few threads
> > talking
> > > > about this problem, but no solutions aside from changing all of the
> > POSTs
> > > > in the code over to GETs, which seems clunky.
> > > > > > If I look in my webserver logs, it looks like the browser is
> > actually
> > > > sending two separate requests, almost as if the HTTP headers were
> > getting
> > > > messed up:
> > > > > > 169.237.xxx.yyy - - [18/Oct/2001:13:39:01 -0700] "POST /rt2/
> > HTTP/1.1" 200
> > > > 2071
> > > > 169.237.xxx.yyy - - [18/Oct/2001:13:39:01 -0700]
> > "user=test&pass=testGET
> > > > /rt2/NoAuth/webrt.css HTTP/1.1" 200 1484
> > > > > > This problem is consistent across several different browsers,
> > including
> > > > Mozilla, IE 5.5, and Netscape 4.7.
> > > > > > I'm using RT 2.0.8, Apache 1.3.19, Perl 5.6.1, mod_perl 1.26 and
> > fresh
> > > > builds of all the required Perl modules (compiled from CPAN today) all
> > on
> > > > a RedHat 7.0 system.
> > > > > > Has anybody else seen this behaviour (and, hopefully, a solution)?
> > > > > > Thats two of us that have the same problem - but the only
> > difference is
> > > that I am using Apache 1.3.20, and RedHat 7.1.
> > > > The only kludge I have is to change the posts to gets.
> > > > Any else any ideas ?
> > > > 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
> >
> >
> >
> > --
> > --------------------------------------------
> > Jeremy M. Smith <jeremy at ucdavis.edu>
> > Technical Support Manager, Programmer
> > University of California, Davis
> > Languages and Literatures
> > Language Learning Center
> >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
>

-- 
--------------------------------------------
Jeremy M. Smith <jeremy at ucdavis.edu>
Technical Support Manager, Programmer
University of California, Davis
Languages and Literatures
Language Learning Center





From sikora at inova.com.br  Fri Oct 19 12:47:10 2001
From: sikora at inova.com.br (Rodolfo Sikora)
Date: 19 Oct 2001 13:47:10 -0300
Subject: [rt-users] Tickets Status never change.
Message-ID: <20011019154716.28910.qmail@tequila.inova.com.br>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011019/3d01a7f0/attachment.ksh>

From jesse at bestpractical.com  Fri Oct 19 11:53:25 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 19 Oct 2001 11:53:25 -0400
Subject: [rt-users] Tickets Status never change.
In-Reply-To: <20011019154716.28910.qmail@tequila.inova.com.br>; from sikora@inova.com.br on Fri, Oct 19, 2001 at 01:47:10PM -0300
References: <20011019154716.28910.qmail@tequila.inova.com.br>
Message-ID: <20011019115325.H7182@pallas.fsck.com>

That was fixed in a recent release. What rev are you running?


On Fri, Oct 19, 2001 at 01:47:10PM -0300, Rodolfo Sikora wrote:
> I'm using RT2 for 1 month.
> Everything works well but my tickets never change the status, and this take a lot of time.
> Every day about 300/400 tickest are created, and the tickets resolved or stalled never change to open when someone replies them.
> am I doing something wrong? Should I configure some kind of scrips?
> 
> Thanks
> 
> Rodolfo Sikora - Dpto. T?cnico - Analista
> INOVA Tecnologias Ltda, Brasil
> 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 rt at theoesters.com  Fri Oct 19 12:00:36 2001
From: rt at theoesters.com (Phil Oester)
Date: Fri, 19 Oct 2001 09:00:36 -0700
Subject: [rt-users] Blank bodies in some replies
Message-ID: <005401c158b7$30f33830$6400a8c0@philxp>

I've seen similar oddities with 2.0.8, like when resolving a ticket and
changing 'Update Type' to 'Response to requestors', the requestors never
see the comment I add.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Jon Hittner
Sent: Friday, October 19, 2001 8:34 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Blank bodies in some replies


Hi,
   I have a setup of RT 2.0.8 (upgraded from 2.0.6).  About 1 in every
10 
replies sent to the requesters have an empty body.  The scrip looks
right:
 OnCorrespond NotifyRequestors with template Correspondence
and the template reads:

{$Transaction->Content()}

If I hit reply to a ticket, add some comments and hit submit, the user
10% of 
the time will get a blank email and 90% of the time it will work
perfect.  If 
I hit the back button, and submit again, it usually works.  I turned on
debug 
and the logs look the same for the good emails as they do for the bad
ones. 
Has anyone seen any problems like this? 

Thanks,
Jon

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





From sikora at inova.com.br  Fri Oct 19 13:37:03 2001
From: sikora at inova.com.br (Rodolfo Sikora)
Date: 19 Oct 2001 14:37:03 -0300
Subject: [rt-users] Bug Report - Subject is blank when reply
Message-ID: <20011019163710.620.qmail@tequila.inova.com.br>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011019/dc602fa1/attachment.ksh>

From gjjc at rubberplant.freeserve.co.uk  Fri Oct 19 13:37:31 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Fri, 19 Oct 2001 17:37:31 +0000
Subject: [rt-users] 2.0.8 POST problem
References: <Pine.LNX.4.33.0110181546220.29068-100000@whatever.ucdavis.edu> <3BCFEA33.89EA037A@rubberplant.freeserve.co.uk> <20011019103847.C7182@pallas.fsck.com>
Message-ID: <3BD064DB.EAFB556C@rubberplant.freeserve.co.uk>

Jesse Vincent wrote:
> 
> Are you guys using redhat's builds of mod_perl and apache?
> 

All mine is custom complied.

Greg



From gjjc at rubberplant.freeserve.co.uk  Fri Oct 19 13:55:11 2001
From: gjjc at rubberplant.freeserve.co.uk (Greg Cope)
Date: Fri, 19 Oct 2001 17:55:11 +0000
Subject: [rt-users] 2.0.8 POST problem
References: <Pine.LNX.4.33.0110181546220.29068-100000@whatever.ucdavis.edu> <3BCFEA33.89EA037A@rubberplant.freeserve.co.uk> <20011019103847.C7182@pallas.fsck.com> <3BD064DB.EAFB556C@rubberplant.freeserve.co.uk>
Message-ID: <3BD068FF.9391B00@rubberplant.freeserve.co.uk>

Greg Cope wrote:
> 
> Jesse Vincent wrote:
> >
> > Are you guys using redhat's builds of mod_perl and apache?
> >
> 
> All mine is custom complied.
> 

oh, and statically as well

Greg


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



From sikora at inova.com.br  Fri Oct 19 18:29:10 2001
From: sikora at inova.com.br (Rodolfo Sikora)
Date: 19 Oct 2001 19:29:10 -0300
Subject: [rt-users] What's the best way to forward a request.
Message-ID: <20011019212915.22038.qmail@tequila.inova.com.br>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011019/fec4fefd/attachment.ksh>

From FPercynski at synchrony.net  Fri Oct 19 17:34:49 2001
From: FPercynski at synchrony.net (Percynski, Fred)
Date: Fri, 19 Oct 2001 17:34:49 -0400
Subject: [rt-users] Refresh setting not saving
Message-ID: <8DE9A17333ACD411A52B00508B5B0CE4D8D53D@mail.synchrony.net>

I'm working on implementing a way to save the Refresh value, either through
cookies or some other way.  I have a question that I can't answer because I
don't know Mason well enough yet.  Any help on this is appreciated.
In /html/index.html is this line
if ($ARGS{'HomeRefreshInterval'}) {

Where is this array ARGS get set?  Where does it come from?  Can I
manipulate it (is it safe to)?

-----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



From jesse at bestpractical.com  Fri Oct 19 17:42:53 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 19 Oct 2001 17:42:53 -0400
Subject: [rt-users] Refresh setting not saving
In-Reply-To: <8DE9A17333ACD411A52B00508B5B0CE4D8D53D@mail.synchrony.net>; from FPercynski@synchrony.net on Fri, Oct 19, 2001 at 05:34:49PM -0400
References: <8DE9A17333ACD411A52B00508B5B0CE4D8D53D@mail.synchrony.net>
Message-ID: <20011019174253.N7182@pallas.fsck.com>

you want to read up on HTML::Mason at www.masonhq.com


On Fri, Oct 19, 2001 at 05:34:49PM -0400, Percynski, Fred wrote:
> I'm working on implementing a way to save the Refresh value, either through
> cookies or some other way.  I have a question that I can't answer because I
> don't know Mason well enough yet.  Any help on this is appreciated.
> In /html/index.html is this line
> if ($ARGS{'HomeRefreshInterval'}) {
> 
> Where is this array ARGS get set?  Where does it come from?  Can I
> manipulate it (is it safe to)?
> 
> -----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
> 
> _______________________________________________
> 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 tj.lists at overland.net  Fri Oct 19 20:17:30 2001
From: tj.lists at overland.net (Todd Jagger)
Date: Fri, 19 Oct 2001 19:17:30 -0500
Subject: [rt-users] TZ fix for 1.07?
Message-ID: <5.1.0.14.2.20011019191157.028818e0@mail.overland.net>

Hi all,

Until I can get a machine with the proper prerequisites for 2.0x I was 
wondering if anyone knew specifically what needed to be addressed on 
the machine regarding the timezone mismatch that causes tickets opened 
by email during certain hours of the day to show up empty in RT 
1.07.   As far as I can tell the timezone is set properly on the 
machine RT is running on, and all programs running on the machine, 
except RT, seem to return the proper date/time in their tasks.  Is it 
something in MySQL?  If so what?  I appreciate any guidance from anyone 
who's solved this mystery or knows how to.

Thanks in advance,
TJ




From allbery at ece.cmu.edu  Fri Oct 19 21:04:46 2001
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Fri, 19 Oct 2001 21:04:46 -0400
Subject: [rt-users] TZ fix for 1.07?
In-Reply-To: <5.1.0.14.2.20011019191157.028818e0@mail.overland.net>
References: <5.1.0.14.2.20011019191157.028818e0@mail.overland.net>
Message-ID: <46640000.1003539885@vpn52.ece.cmu.edu>

On Friday, October 19, 2001 19:17:30 -0500, Todd Jagger 
<tj.lists at overland.net> wrote:
+-----
| Until I can get a machine with the proper prerequisites for 2.0x I was
| wondering if anyone knew specifically what needed to be addressed on the
| machine regarding the timezone mismatch that causes tickets opened by
+--->8

Likely you're on a system which requires TZ be in the environment with the 
correct value for things not to run in GMT, and Apache is started without 
it (at boot time?).  Try editing the script which starts Apache to export 
TZ with the correct value (e.g. "TZ=EST5EDT export TZ").

Most systems with zoneinfo support (this includes Solaris, *BSD, and Linux, 
and likely others) will handle this correctly if properly configured.  Make 
sure they're all looking in the same place (Red Hat moved the zoneinfo 
stuff between RH4 and RH5, for example) and that the local timezone is 
hard- or sym-linked (or even copied; depends on the system) to 
"posixrules".  Some systems may also want /etc/localtime to also be a link 
to or copy of the local timezone's zoneinfo file.

-- 
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 gregs at Intellstat.com  Sat Oct 20 00:38:33 2001
From: gregs at Intellstat.com (Greg Smythe)
Date: Fri, 19 Oct 2001 21:38:33 -0700
Subject: [rt-users] Install questions
Message-ID: <41257DB9CD3CD311BE92006008A52B2522EBC9@mail.intellstat.com>

Hello --

New user here. A bunch of the modules failed to compile correctly. I
searched a few months back of archives and didn't see anything all that much
related to isntalls so here I am..

Installing on a stock RedHat 7.1 box..

I'll ask the easy question first, since now I'm having major problems with
Apache::Cookie... Is there a Linux distro that is confirmed to have the
least amount of problems? I've installed the apache and mod_perl sources to
no avail... 


[root at support rt-2-0-8]# make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.43 ...found
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain....Net::Domain not installed.
Checking for Net::SMTP....Net::SMTP not installed.
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....Apache::Cookie not installed.
Checking for Apache::Session 1.53 ....Apache::Session 1.53  not installed.
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 <File::Spec>  0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found <File::Temp...found> 
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::mysql 2.0416 ...found
[root at support rt-2-0-8]#


When trying to compile Net::Domain and Net::SMTP I get:
PERL_DL_NONLAZY=1 /usr/local/bin/perl -Iblib/arch -Iblib/lib
-I/usr/local/lib/perl5/5.6.1/i586-linux -I/usr/local/lib/perl5/5.6.1 -e 'use
Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t
t/ftp...............skipped test on this platform
t/hostname..........ok
t/nntp..............skipped test on this platform
t/require...........FAILED tests 8-9
        Failed 2/11 tests, 81.82% okay
t/smtp..............skipped test on this platform
Failed Test Status Wstat Total Fail  Failed  List of Failed
----------------------------------------------------------------------------
----t/require.t                   11    2  18.18%  8-9
3 tests skipped.
Failed 1/5 test scripts, 80.00% okay. 2/12 subtests failed, 83.33% okay.
make: *** [test_dynamic] Error 29
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force
[root at support RT]#



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



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011019/a6916e29/attachment.htm>

From darrinw at nixc.net  Sat Oct 20 01:18:57 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Sat, 20 Oct 2001 01:18:57 -0400
Subject: [rt-users] Install questions
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2522EBC9@mail.intellstat.com>; from gregs@Intellstat.com on Fri, Oct 19, 2001 at 09:38:33PM -0700
References: <41257DB9CD3CD311BE92006008A52B2522EBC9@mail.intellstat.com>
Message-ID: <20011020011856.A11997@nixc.net>

  |+ I'll ask the easy question first, since now I'm having major problems with
  |+ Apache::Cookie... Is there a Linux distro that is confirmed to have the
  |+ least amount of problems? I've installed the apache and mod_perl sources to
  |+ no avail... 
  |+ 
  |+ Checking for Net::Domain....Net::Domain not installed.
  |+ Checking for Net::SMTP....Net::SMTP not installed.
  |+ Checking for Apache::Cookie....Apache::Cookie not installed.
  |+ Checking for Apache::Session 1.53 ....Apache::Session 1.53  not installed.

You have to install Apache::Session by hand (it says it in the README).

When you do 'make fixdeps', does it take care of the Net::Domain and
Net::SMTP modules?

-darrin




From darrinw at nixc.net  Sat Oct 20 09:42:58 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Sat, 20 Oct 2001 09:42:58 -0400
Subject: [rt-users] Install questions
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2522EBCA@mail.intellstat.com>; from gregs@Intellstat.com on Fri, Oct 19, 2001 at 10:32:00PM -0700
References: <41257DB9CD3CD311BE92006008A52B2522EBCA@mail.intellstat.com>
Message-ID: <20011020094258.B11997@nixc.net>

On Fri, Oct 19, 2001 at 10:32:00PM -0700, Greg Smythe wrote:
  |+ No it didn't. Running 'make fixdeps' still gives errors (see attached log if
  |+ you want to see what happens). Curiously, in the 'make fixdeps' it reports
  |+ Net::SMTP as being installed, but running 'make testdeps' says it isn't...

Have you tried 'force'ing it to install?





From greg at space.cfi.co.ug  Sat Oct 20 20:46:09 2001
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Sat, 20 Oct 2001 17:46:09 -0700 (PDT)
Subject: [rt-users] can't get correspondence sent
Message-ID: <Pine.LNX.4.33.0110201743250.11297-100000@space.cfi.co.ug>

Hi all!

After having installed webrt 2.0.7, done all initial configuration, etc I
realised that much as mail sent to rt at xxx.xxxx.xxx is received, I can't
get rt to send mail requestors.


I always get the message "Correspondence sent" but the mail never seems to
get to the requestors mailboxes...Is there something I've ommitted.

----
Greg,
Computer Frontiers International

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------





From darrinw at nixc.net  Sat Oct 20 11:18:03 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Sat, 20 Oct 2001 11:18:03 -0400
Subject: [rt-users] can't get correspondence sent
In-Reply-To: <Pine.LNX.4.33.0110201743250.11297-100000@space.cfi.co.ug>; from greg@space.cfi.co.ug on Sat, Oct 20, 2001 at 05:46:09PM -0700
References: <Pine.LNX.4.33.0110201743250.11297-100000@space.cfi.co.ug>
Message-ID: <20011020111803.C11997@nixc.net>

  |+ I always get the message "Correspondence sent" but the mail never seems to
  |+ get to the requestors mailboxes...Is there something I've ommitted.

Have you configured your RT to send mail (setup your scrips)?

-darrin




From longie at esatclear.ie  Sat Oct 20 12:41:45 2001
From: longie at esatclear.ie (Longie)
Date: Sat, 20 Oct 2001 17:41:45 +0100
Subject: [rt-users] MAKE INSTALL
Message-ID: <DFEBLCHCPJIBIEACAAKGGELJCCAA.longie@esatclear.ie>

getting 

'Check that mysqld is running an that the socket: 'tmp/mysql.sock' exists!
make: ###[acls] Error 1

I am using Suse Prof and installed Mysqld with the rpm package...

when i do a ps mysql is running and i can logon to the mysql server.

Any suggestions

Cheers.



From marc at precipice.org  Sat Oct 20 13:02:38 2001
From: marc at precipice.org (Marc Hedlund)
Date: Sat, 20 Oct 2001 10:02:38 -0700 (PDT)
Subject: [rt-users] MAKE INSTALL
In-Reply-To: <DFEBLCHCPJIBIEACAAKGGELJCCAA.longie@esatclear.ie>
Message-ID: <Pine.LNX.4.21.0110201002130.22477-100000@crankshaft.bitmechanic.com>

Have you changed config.pm to have the correct mysql host, port, user, and
password?


Marc Hedlund 
e: marc at precipice dot org

On Sat, 20 Oct 2001, Longie wrote:

> getting 
> 
> 'Check that mysqld is running an that the socket: 'tmp/mysql.sock' exists!
> make: ###[acls] Error 1
> 
> I am using Suse Prof and installed Mysqld with the rpm package...
> 
> when i do a ps mysql is running and i can logon to the mysql server.
> 
> Any suggestions
> 
> Cheers.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From allbery at ece.cmu.edu  Sat Oct 20 13:10:04 2001
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Sat, 20 Oct 2001 13:10:04 -0400
Subject: [rt-users] MAKE INSTALL
In-Reply-To: <DFEBLCHCPJIBIEACAAKGGELJCCAA.longie@esatclear.ie>
References: <DFEBLCHCPJIBIEACAAKGGELJCCAA.longie@esatclear.ie>
Message-ID: <25870000.1003597804@vpn46.ece.cmu.edu>

On Saturday, October 20, 2001 17:41:45 +0100, Longie <longie at esatclear.ie> 
wrote:
+-----
| 'Check that mysqld is running an that the socket: 'tmp/mysql.sock' exists!
| I am using Suse Prof and installed Mysqld with the rpm package...
+--->8

You need to change the defaults; SuSE puts MySQL's socket in /var/run IIRC.

-- 
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 gregs at Intellstat.com  Sat Oct 20 16:39:13 2001
From: gregs at Intellstat.com (Greg Smythe)
Date: Sat, 20 Oct 2001 13:39:13 -0700
Subject: [rt-users] Install questions
Message-ID: <41257DB9CD3CD311BE92006008A52B2522EBCC@mail.intellstat.com>

How do I force them to install? I tried 'make fixdeps force' and that
doesn't seem to help. Also I noticed (as the text flew by) that it can't
find some Perl include files, that's because the @INC is looking in the
wrong paths. I'm also baffled as to why it insists to install Perl 5.61 when
I already have 5.6.0 on the system.

Is there an easier way to do this? It must not like RH 7.1 at all! What
distro did you install it on?




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




-----Original Message-----
From: Darrin Walton [mailto:darrinw at nixc.net] 
Sent: Saturday, October 20, 2001 6:43 AM
To: Greg Smythe
Cc: 'rt-users at lists.fsck.com'
Subject: Re: [rt-users] Install questions


On Fri, Oct 19, 2001 at 10:32:00PM -0700, Greg Smythe wrote:
  |+ No it didn't. Running 'make fixdeps' still gives errors (see attached
log if
  |+ you want to see what happens). Curiously, in the 'make fixdeps' it
reports
  |+ Net::SMTP as being installed, but running 'make testdeps' says it
isn't...

Have you tried 'force'ing it to install?




From sanity at fretzel.net  Sat Oct 20 18:47:27 2001
From: sanity at fretzel.net (Sanity)
Date: Sat, 20 Oct 2001 17:47:27 -0500 (CDT)
Subject: [rt-users] FastCGI Install Info for RT 2.0.X series
Message-ID: <Pine.LNX.4.30.0110201734290.25167-100000@kilrathi.fretzel.net>

Recently I switch from mod_perl to Mod_FastCGI for apache. For all of you
interested here is the config I used to get it all working.

The next two lines should go in your config anywhere after the
standard mod_fcgi load statements (if you load via a DSO) but before your
virtual host settings.

AddHandler fastcgi-script fcgi
FastCgiServer /usr/local/rt/bin/mason_handler.fcgi

Here is the only line you need to add to your virtual host config

ScriptAlias /rt2/ /usr/local/rt/bin/mason_handler.fcgi/

In the above example I am accessing RT via https://blah.com/rt2/ if you
want to use https://blah.com instead then your ScriptAlias line should
look like the one below..

ScriptAlias / /usr/local/rt/bin/mason_handler.fcgi/


Make sure to change any of the path statements to match where you installed
RT.


If you do not use the AddHandler and the FastCgiServer commands then
apache will not keep the mason_handler.fcgi program running between
requests. If the handler is not running between requests RT2 will run very
very slowly.


The config above worked very nicely for my install on Solaris 8 with
Apache 1.3.19/mod_perl/mod_php4/mod_ssl/+extra modules, YMMV.

FastCGI seems just as fast if not slightly faster than when we were using
mod_perl. The only problem I have seen so far with FastCGI is that the RT
logo does not show up however there have been a few posts to the rt-devel
list recently which should fix that, search the archives if you did not
see the posts.


-Sanity





From jesse at bestpractical.com  Sat Oct 20 18:49:02 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 20 Oct 2001 18:49:02 -0400
Subject: [rt-users] Install questions
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2522EBCC@mail.intellstat.com>; from gregs@Intellstat.com on Sat, Oct 20, 2001 at 01:39:13PM -0700
References: <41257DB9CD3CD311BE92006008A52B2522EBCC@mail.intellstat.com>
Message-ID: <20011020184902.T7182@pallas.fsck.com>

One thing you could try is, and I don't really support this at all, my
homebuilt RPMS for redhat 7.x of RT's perl dependencies:

 http://www.fsck.com/projects/rt/perlmodules/

I'd love to hear bug or success reports, but can't guarantee that I'll be able
to cope.  These were generated by my hacked version of cpan2rpm, which traces 
down perl prereqs and builds necessary modules. (it's in rt cvs)

	-j


On Sat, Oct 20, 2001 at 01:39:13PM -0700, Greg Smythe wrote:
> How do I force them to install? I tried 'make fixdeps force' and that
> doesn't seem to help. Also I noticed (as the text flew by) that it can't
> find some Perl include files, that's because the @INC is looking in the
> wrong paths. I'm also baffled as to why it insists to install Perl 5.61 when
> I already have 5.6.0 on the system.
> 
> Is there an easier way to do this? It must not like RH 7.1 at all! What
> distro did you install it on?
> 
> 
> 
> 
> -=-=-=-=-=-=-=-=-=-=-=-=-=-
> Greg Smythe
> SysAdmin
> Intellstat Communications
> WA State Resident
> 
> 
> 
> 
> -----Original Message-----
> From: Darrin Walton [mailto:darrinw at nixc.net] 
> Sent: Saturday, October 20, 2001 6:43 AM
> To: Greg Smythe
> Cc: 'rt-users at lists.fsck.com'
> Subject: Re: [rt-users] Install questions
> 
> 
> On Fri, Oct 19, 2001 at 10:32:00PM -0700, Greg Smythe wrote:
>   |+ No it didn't. Running 'make fixdeps' still gives errors (see attached
> log if
>   |+ you want to see what happens). Curiously, in the 'make fixdeps' it
> reports
>   |+ Net::SMTP as being installed, but running 'make testdeps' says it
> isn't...
> 
> Have you tried 'force'ing it to install?
> 
> 
> _______________________________________________
> 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 internationalsportsagency.com  Sat Oct 20 20:09:42 2001
From: ian at internationalsportsagency.com (Ian (Network Administrator))
Date: Sat, 20 Oct 2001 20:09:42 -0400
Subject: [rt-users] Install questions
In-Reply-To: <015367F74C85D51189A6525400E103FA64A1@IDC-1>
Message-ID: <015367F74C85D51189A6525400E103FA546F@IDC-1>

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

I also have RT Running on a 7.1 Stock install box.  

Something that might help (it helped me) was to install only the
packages that you need, then downloading and building the rest.  I
found too many quirks with the apache combo mod-Perl/Apache/MySql
that it was easier for me to --erase the rpm's and build from
scratch.

Ian
- -----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Greg Smythe
Sent: Saturday, October 20, 2001 12:39 AM
To: 'rt-users at lists.fsck.com'
Subject: [rt-users] Install questions


Hello -- 
New user here. A bunch of the modules failed to compile correctly. I
searched a few months back of archives and didn't see anything all
that much related to isntalls so here I am..
Installing on a stock RedHat 7.1 box.. 
I'll ask the easy question first, since now I'm having major problems
with Apache::Cookie... Is there a Linux distro that is confirmed to
have the least amount of problems? I've installed the apache and
mod_perl sources to no avail... 


[root at support rt-2-0-8]# make testdeps 
/usr/bin/perl ./tools/testdeps -warn mysql 
Checking for DBI 1.18 ...found 
Checking for DBIx::DataSource 0.02 ...found 
Checking for DBIx::SearchBuilder 0.43 ...found 
Checking for HTML::Entities...found 
Checking for MLDBM...found 
Checking for Net::Domain....Net::Domain not installed. 
Checking for Net::SMTP....Net::SMTP not installed. 
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....Apache::Cookie not installed. 
Checking for Apache::Session 1.53 ....Apache::Session 1.53  not
installed. 
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 support rt-2-0-8]# 


When trying to compile Net::Domain and Net::SMTP I get: 
PERL_DL_NONLAZY=1 /usr/local/bin/perl -Iblib/arch -Iblib/lib
- -I/usr/local/lib/perl5/5.6.1/i586-linux -I/usr/local/lib/perl5/5.6.1
- -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests
@ARGV;' t/*.t
t/ftp...............skipped test on this platform 
t/hostname..........ok 
t/nntp..............skipped test on this platform 
t/require...........FAILED tests 8-9 
        Failed 2/11 tests, 81.82% okay 
t/smtp..............skipped test on this platform 
Failed Test Status Wstat Total Fail  Failed  List of Failed 
- ----------------------------------------------------------------------
- ----------t/require.t                   11    2  18.18%  8-9
3 tests skipped. 
Failed 1/5 test scripts, 80.00% okay. 2/12 subtests failed, 83.33%
okay. 
make: *** [test_dynamic] Error 29 
  /usr/bin/make test -- NOT OK 
Running make install 
  make test had returned bad status, won't install without force 
[root at support RT]# 



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

-----BEGIN PGP SIGNATURE-----
Version: PGPfreeware 7.0.3 for non-commercial use <http://www.pgp.com>

iQA/AwUBO9ISRhpKNrkRVS+8EQJqiwCgpZf0a2TPNoCcqZXR6Srcnr1Ek9cAoI1M
SEMPNc7Aov8OAuN+iBG3Ltoe
=QQIn
-----END PGP SIGNATURE-----




From gregs at Intellstat.com  Sat Oct 20 21:51:35 2001
From: gregs at Intellstat.com (Greg Smythe)
Date: Sat, 20 Oct 2001 18:51:35 -0700
Subject: [rt-users] Install questions
Message-ID: <41257DB9CD3CD311BE92006008A52B2522EBCE@mail.intellstat.com>

Ian -- Thanks for the tip. I installed RH 7.1 again (my 3rd time now) and
built Apache & mod_perl according to the RT Install docs.

Jesse --

Thanks for those RPMS, I installed them (I had to --force them), then built
DBI, Apache:Cookie, and the MySQL part, and 'make testdeps' was happy. 

I then continued the install, and modified httpd.conf. See below my new
problem. I can move DBI.pm into the path it's looking for but I'm afraid
it'll just complain about new problems. How would I go about fixing this
permanetly?


[root at support etc]# /usr/local/apache/bin/apachectl start
Syntax error on line 955 of /usr/local/apache/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 . /usr/local/apache/ /usr/local/apache/lib/perl) at
(eval 3) line 3.

/usr/local/apache/bin/apachectl start: httpd could not be started
[root at support etc]# locate 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
[root at support etc]#

Here's what I put in httpd.conf:

<VirtualHost 192.168.1.17>
DocumentRoot /usr/rt2/WebRT/html
ServerName support.intellstat.com
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

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




-----Original Message-----
From: Ian (Network Administrator) [mailto:ian at internationalsportsagency.com]

Sent: Saturday, October 20, 2001 5:10 PM
To: 'Greg Smythe'; rt-users at lists.fsck.com
Subject: RE: [rt-users] Install questions


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

I also have RT Running on a 7.1 Stock install box.  

Something that might help (it helped me) was to install only the
packages that you need, then downloading and building the rest.  I
found too many quirks with the apache combo mod-Perl/Apache/MySql
that it was easier for me to --erase the rpm's and build from
scratch.

Ian
- -----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Greg Smythe
Sent: Saturday, October 20, 2001 12:39 AM
To: 'rt-users at lists.fsck.com'
Subject: [rt-users] Install questions


Hello -- 
New user here. A bunch of the modules failed to compile correctly. I
searched a few months back of archives and didn't see anything all
that much related to isntalls so here I am..
Installing on a stock RedHat 7.1 box.. 
I'll ask the easy question first, since now I'm having major problems
with Apache::Cookie... Is there a Linux distro that is confirmed to
have the least amount of problems? I've installed the apache and
mod_perl sources to no avail... 


[root at support rt-2-0-8]# make testdeps 
/usr/bin/perl ./tools/testdeps -warn mysql 
Checking for DBI 1.18 ...found 
Checking for DBIx::DataSource 0.02 ...found 
Checking for DBIx::SearchBuilder 0.43 ...found 
Checking for HTML::Entities...found 
Checking for MLDBM...found 
Checking for Net::Domain....Net::Domain not installed. 
Checking for Net::SMTP....Net::SMTP not installed. 
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....Apache::Cookie not installed. 
Checking for Apache::Session 1.53 ....Apache::Session 1.53  not
installed. 
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 support rt-2-0-8]# 


When trying to compile Net::Domain and Net::SMTP I get: 
PERL_DL_NONLAZY=1 /usr/local/bin/perl -Iblib/arch -Iblib/lib
- -I/usr/local/lib/perl5/5.6.1/i586-linux -I/usr/local/lib/perl5/5.6.1
- -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests
@ARGV;' t/*.t
t/ftp...............skipped test on this platform 
t/hostname..........ok 
t/nntp..............skipped test on this platform 
t/require...........FAILED tests 8-9 
        Failed 2/11 tests, 81.82% okay 
t/smtp..............skipped test on this platform 
Failed Test Status Wstat Total Fail  Failed  List of Failed 
- ----------------------------------------------------------------------
- ----------t/require.t                   11    2  18.18%  8-9
3 tests skipped. 
Failed 1/5 test scripts, 80.00% okay. 2/12 subtests failed, 83.33%
okay. 
make: *** [test_dynamic] Error 29 
  /usr/bin/make test -- NOT OK 
Running make install 
  make test had returned bad status, won't install without force 
[root at support RT]# 



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

-----BEGIN PGP SIGNATURE-----
Version: PGPfreeware 7.0.3 for non-commercial use <http://www.pgp.com>

iQA/AwUBO9ISRhpKNrkRVS+8EQJqiwCgpZf0a2TPNoCcqZXR6Srcnr1Ek9cAoI1M
SEMPNc7Aov8OAuN+iBG3Ltoe
=QQIn
-----END PGP SIGNATURE-----



From gregs at Intellstat.com  Sat Oct 20 22:31:51 2001
From: gregs at Intellstat.com (Greg Smythe)
Date: Sat, 20 Oct 2001 19:31:51 -0700
Subject: More info --- FW: [rt-users] Install questions
Message-ID: <41257DB9CD3CD311BE92006008A52B2522EBD2@mail.intellstat.com>

If I move the contents of
/usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/ to
/usr/lib/perl5/site_perl/5.6.0/Apache I get this error in Apache's
error_log. So that was a bad move on my part. Help! It seems as if the
module isn't looking in the right place for things. I tried remaking
DBI-1.18, DBI-Datasource, and DBI-Searchbuilder....

[Sun Oct 21 02:26:31 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 416.

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




-----Original Message-----
From: Greg Smythe 
Sent: Saturday, October 20, 2001 6:52 PM
To: 'Ian (Network Administrator)'; rt-users at lists.fsck.com
Cc: 'jesse at bestpractical.com'
Subject: RE: [rt-users] Install questions


Ian -- Thanks for the tip. I installed RH 7.1 again (my 3rd time now) and
built Apache & mod_perl according to the RT Install docs.

Jesse --

Thanks for those RPMS, I installed them (I had to --force them), then built
DBI, Apache:Cookie, and the MySQL part, and 'make testdeps' was happy. 

I then continued the install, and modified httpd.conf. See below my new
problem. I can move DBI.pm into the path it's looking for but I'm afraid
it'll just complain about new problems. How would I go about fixing this
permanetly?


[root at support etc]# /usr/local/apache/bin/apachectl start
Syntax error on line 955 of /usr/local/apache/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 . /usr/local/apache/ /usr/local/apache/lib/perl) at
(eval 3) line 3.

/usr/local/apache/bin/apachectl start: httpd could not be started
[root at support etc]# locate 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
[root at support etc]#

Here's what I put in httpd.conf:

<VirtualHost 192.168.1.17>
DocumentRoot /usr/rt2/WebRT/html
ServerName support.intellstat.com
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

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




-----Original Message-----
From: Ian (Network Administrator) [mailto:ian at internationalsportsagency.com]

Sent: Saturday, October 20, 2001 5:10 PM
To: 'Greg Smythe'; rt-users at lists.fsck.com
Subject: RE: [rt-users] Install questions


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

I also have RT Running on a 7.1 Stock install box.  

Something that might help (it helped me) was to install only the
packages that you need, then downloading and building the rest.  I
found too many quirks with the apache combo mod-Perl/Apache/MySql
that it was easier for me to --erase the rpm's and build from
scratch.

Ian
- -----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Greg Smythe
Sent: Saturday, October 20, 2001 12:39 AM
To: 'rt-users at lists.fsck.com'
Subject: [rt-users] Install questions


Hello -- 
New user here. A bunch of the modules failed to compile correctly. I
searched a few months back of archives and didn't see anything all
that much related to isntalls so here I am..
Installing on a stock RedHat 7.1 box.. 
I'll ask the easy question first, since now I'm having major problems
with Apache::Cookie... Is there a Linux distro that is confirmed to
have the least amount of problems? I've installed the apache and
mod_perl sources to no avail... 


[root at support rt-2-0-8]# make testdeps 
/usr/bin/perl ./tools/testdeps -warn mysql 
Checking for DBI 1.18 ...found 
Checking for DBIx::DataSource 0.02 ...found 
Checking for DBIx::SearchBuilder 0.43 ...found 
Checking for HTML::Entities...found 
Checking for MLDBM...found 
Checking for Net::Domain....Net::Domain not installed. 
Checking for Net::SMTP....Net::SMTP not installed. 
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....Apache::Cookie not installed. 
Checking for Apache::Session 1.53 ....Apache::Session 1.53  not
installed. 
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 support rt-2-0-8]# 


When trying to compile Net::Domain and Net::SMTP I get: 
PERL_DL_NONLAZY=1 /usr/local/bin/perl -Iblib/arch -Iblib/lib
- -I/usr/local/lib/perl5/5.6.1/i586-linux -I/usr/local/lib/perl5/5.6.1
- -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests
@ARGV;' t/*.t
t/ftp...............skipped test on this platform 
t/hostname..........ok 
t/nntp..............skipped test on this platform 
t/require...........FAILED tests 8-9 
        Failed 2/11 tests, 81.82% okay 
t/smtp..............skipped test on this platform 
Failed Test Status Wstat Total Fail  Failed  List of Failed 
- ----------------------------------------------------------------------
- ----------t/require.t                   11    2  18.18%  8-9
3 tests skipped. 
Failed 1/5 test scripts, 80.00% okay. 2/12 subtests failed, 83.33%
okay. 
make: *** [test_dynamic] Error 29 
  /usr/bin/make test -- NOT OK 
Running make install 
  make test had returned bad status, won't install without force 
[root at support RT]# 



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

-----BEGIN PGP SIGNATURE-----
Version: PGPfreeware 7.0.3 for non-commercial use <http://www.pgp.com>

iQA/AwUBO9ISRhpKNrkRVS+8EQJqiwCgpZf0a2TPNoCcqZXR6Srcnr1Ek9cAoI1M
SEMPNc7Aov8OAuN+iBG3Ltoe
=QQIn
-----END PGP SIGNATURE-----



From darrinw at nixc.net  Sat Oct 20 22:50:19 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Sat, 20 Oct 2001 22:50:19 -0400
Subject: [rt-users] Install questions
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2522EBCE@mail.intellstat.com>; from gregs@Intellstat.com on Sat, Oct 20, 2001 at 06:51:35PM -0700
References: <41257DB9CD3CD311BE92006008A52B2522EBCE@mail.intellstat.com>
Message-ID: <20011020225019.G11997@nixc.net>

On Sat, Oct 20, 2001 at 06:51:35PM -0700, Greg Smythe wrote:
  |+ [root at support etc]# /usr/local/apache/bin/apachectl start
  |+ Syntax error on line 955 of /usr/local/apache/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 . /usr/local/apache/ /usr/local/apache/lib/perl) at
  |+ (eval 3) line 3.
  |+ 
  |+ /usr/local/apache/bin/apachectl start: httpd could not be started
  |+ [root at support etc]# locate 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
  |+ [root at support etc]#

Looks like you're still missing Apache::DBI.  Try:
	perl -MCPAN -e'install Apache::DBI' 

That should fix that problem for you.  The DBI.pm you have installed is
different from Apache::DBI.

--darrin




From gregs at Intellstat.com  Sat Oct 20 23:18:32 2001
From: gregs at Intellstat.com (Greg Smythe)
Date: Sat, 20 Oct 2001 20:18:32 -0700
Subject: [rt-users] Install questions
Message-ID: <41257DB9CD3CD311BE92006008A52B2522EBD4@mail.intellstat.com>

It says it's installed

[root at support rt-2-0-8]# make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.43 ...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

and doing that perl line eventually gets me:


Going to read /root/.cpan/sources/modules/03modlist.data.gz
Apache::DBI is up to date.
[root at support /root]#





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




-----Original Message-----
From: Darrin Walton [mailto:darrinw at nixc.net] 
Sent: Saturday, October 20, 2001 7:50 PM
To: Greg Smythe
Cc: 'Ian (Network Administrator)'; rt-users at lists.fsck.com;
'jesse at bestpractical.com'
Subject: Re: [rt-users] Install questions


On Sat, Oct 20, 2001 at 06:51:35PM -0700, Greg Smythe wrote:
  |+ [root at support etc]# /usr/local/apache/bin/apachectl start
  |+ Syntax error on line 955 of /usr/local/apache/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 . /usr/local/apache/
/usr/local/apache/lib/perl) at
  |+ (eval 3) line 3.
  |+ 
  |+ /usr/local/apache/bin/apachectl start: httpd could not be started
  |+ [root at support etc]# locate 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
  |+ [root at support etc]#

Looks like you're still missing Apache::DBI.  Try:
	perl -MCPAN -e'install Apache::DBI' 

That should fix that problem for you.  The DBI.pm you have installed is
different from Apache::DBI.

--darrin



From jesse at bestpractical.com  Sun Oct 21 00:13:03 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 21 Oct 2001 00:13:03 -0400
Subject: More info --- FW: [rt-users] Install questions
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2522EBD2@mail.intellstat.com>; from gregs@Intellstat.com on Sat, Oct 20, 2001 at 07:31:51PM -0700
References: <41257DB9CD3CD311BE92006008A52B2522EBD2@mail.intellstat.com>
Message-ID: <20011021001303.V7182@pallas.fsck.com>

That just doesn't work. 

Apache::Session::Store::DBI is VERY different from Apache::DBI.  you
should undo that and then perl -MCPAN -e'install Apache::DBI'


On Sat, Oct 20, 2001 at 07:31:51PM -0700, Greg Smythe wrote:
> If I move the contents of
> /usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/ to
> /usr/lib/perl5/site_perl/5.6.0/Apache I get this error in Apache's
> error_log. So that was a bad move on my part. Help! It seems as if the
> module isn't looking in the right place for things. I tried remaking
> DBI-1.18, DBI-Datasource, and DBI-Searchbuilder....
> 
> [Sun Oct 21 02:26:31 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 416.
> 
> Thanks,
> -=-=-=-=-=-=-=-=-=-=-=-=-=-
> Greg Smythe
> SysAdmin
> Intellstat Communications
> WA State Resident
> 
> 
> 
> 
> -----Original Message-----
> From: Greg Smythe 
> Sent: Saturday, October 20, 2001 6:52 PM
> To: 'Ian (Network Administrator)'; rt-users at lists.fsck.com
> Cc: 'jesse at bestpractical.com'
> Subject: RE: [rt-users] Install questions
> 
> 
> Ian -- Thanks for the tip. I installed RH 7.1 again (my 3rd time now) and
> built Apache & mod_perl according to the RT Install docs.
> 
> Jesse --
> 
> Thanks for those RPMS, I installed them (I had to --force them), then built
> DBI, Apache:Cookie, and the MySQL part, and 'make testdeps' was happy. 
> 
> I then continued the install, and modified httpd.conf. See below my new
> problem. I can move DBI.pm into the path it's looking for but I'm afraid
> it'll just complain about new problems. How would I go about fixing this
> permanetly?
> 
> 
> [root at support etc]# /usr/local/apache/bin/apachectl start
> Syntax error on line 955 of /usr/local/apache/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 . /usr/local/apache/ /usr/local/apache/lib/perl) at
> (eval 3) line 3.
> 
> /usr/local/apache/bin/apachectl start: httpd could not be started
> [root at support etc]# locate 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
> [root at support etc]#
> 
> Here's what I put in httpd.conf:
> 
> <VirtualHost 192.168.1.17>
> DocumentRoot /usr/rt2/WebRT/html
> ServerName support.intellstat.com
> PerlModule Apache::DBI
> PerlFreshRestart On
> PerlRequire /usr/rt2/bin/webmux.pl
> <Location />
>  SetHandler perl-script
>  PerlHandler RT::Mason
> </Location>
> </VirtualHost>
> 
> -=-=-=-=-=-=-=-=-=-=-=-=-=-
> Greg Smythe
> SysAdmin
> Intellstat Communications
> WA State Resident
> 
> 
> 
> 
> -----Original Message-----
> From: Ian (Network Administrator) [mailto:ian at internationalsportsagency.com]
> 
> Sent: Saturday, October 20, 2001 5:10 PM
> To: 'Greg Smythe'; rt-users at lists.fsck.com
> Subject: RE: [rt-users] Install questions
> 
> 
>  
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> I also have RT Running on a 7.1 Stock install box.  
> 
> Something that might help (it helped me) was to install only the
> packages that you need, then downloading and building the rest.  I
> found too many quirks with the apache combo mod-Perl/Apache/MySql
> that it was easier for me to --erase the rpm's and build from
> scratch.
> 
> Ian
> - -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Greg Smythe
> Sent: Saturday, October 20, 2001 12:39 AM
> To: 'rt-users at lists.fsck.com'
> Subject: [rt-users] Install questions
> 
> 
> Hello -- 
> New user here. A bunch of the modules failed to compile correctly. I
> searched a few months back of archives and didn't see anything all
> that much related to isntalls so here I am..
> Installing on a stock RedHat 7.1 box.. 
> I'll ask the easy question first, since now I'm having major problems
> with Apache::Cookie... Is there a Linux distro that is confirmed to
> have the least amount of problems? I've installed the apache and
> mod_perl sources to no avail... 
> 
> 
> [root at support rt-2-0-8]# make testdeps 
> /usr/bin/perl ./tools/testdeps -warn mysql 
> Checking for DBI 1.18 ...found 
> Checking for DBIx::DataSource 0.02 ...found 
> Checking for DBIx::SearchBuilder 0.43 ...found 
> Checking for HTML::Entities...found 
> Checking for MLDBM...found 
> Checking for Net::Domain....Net::Domain not installed. 
> Checking for Net::SMTP....Net::SMTP not installed. 
> 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....Apache::Cookie not installed. 
> Checking for Apache::Session 1.53 ....Apache::Session 1.53  not
> installed. 
> 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 support rt-2-0-8]# 
> 
> 
> When trying to compile Net::Domain and Net::SMTP I get: 
> PERL_DL_NONLAZY=1 /usr/local/bin/perl -Iblib/arch -Iblib/lib
> - -I/usr/local/lib/perl5/5.6.1/i586-linux -I/usr/local/lib/perl5/5.6.1
> - -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests
> @ARGV;' t/*.t
> t/ftp...............skipped test on this platform 
> t/hostname..........ok 
> t/nntp..............skipped test on this platform 
> t/require...........FAILED tests 8-9 
>         Failed 2/11 tests, 81.82% okay 
> t/smtp..............skipped test on this platform 
> Failed Test Status Wstat Total Fail  Failed  List of Failed 
> - ----------------------------------------------------------------------
> - ----------t/require.t                   11    2  18.18%  8-9
> 3 tests skipped. 
> Failed 1/5 test scripts, 80.00% okay. 2/12 subtests failed, 83.33%
> okay. 
> make: *** [test_dynamic] Error 29 
>   /usr/bin/make test -- NOT OK 
> Running make install 
>   make test had returned bad status, won't install without force 
> [root at support RT]# 
> 
> 
> 
> - -=-=-=-=-=-=-=-=-=-=-=-=-=- 
> Greg Smythe 
> SysAdmin 
> Intellstat Communications 
> WA State Resident 
> 
> -----BEGIN PGP SIGNATURE-----
> Version: PGPfreeware 7.0.3 for non-commercial use <http://www.pgp.com>
> 
> iQA/AwUBO9ISRhpKNrkRVS+8EQJqiwCgpZf0a2TPNoCcqZXR6Srcnr1Ek9cAoI1M
> SEMPNc7Aov8OAuN+iBG3Ltoe
> =QQIn
> -----END PGP SIGNATURE-----
> 
> _______________________________________________
> 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 gregs at Intellstat.com  Sun Oct 21 00:51:55 2001
From: gregs at Intellstat.com (Greg Smythe)
Date: Sat, 20 Oct 2001 21:51:55 -0700
Subject: RESOLVED -- RE: More info --- FW: [rt-users] Install questions
Message-ID: <41257DB9CD3CD311BE92006008A52B2522EBD9@mail.intellstat.com>

Thanks for your help, removing the Apache::DBI line out of httpd.conf got it
working. I'm now setting up the web stuff. Your gifts have been ordered!




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




-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Saturday, October 20, 2001 9:13 PM
To: Greg Smythe
Cc: 'rt-users at lists.fsck.com'
Subject: Re: More info --- FW: [rt-users] Install questions


That just doesn't work. 

Apache::Session::Store::DBI is VERY different from Apache::DBI.  you
should undo that and then perl -MCPAN -e'install Apache::DBI'


On Sat, Oct 20, 2001 at 07:31:51PM -0700, Greg Smythe wrote:
> If I move the contents of
> /usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/ to
> /usr/lib/perl5/site_perl/5.6.0/Apache I get this error in Apache's
> error_log. So that was a bad move on my part. Help! It seems as if the
> module isn't looking in the right place for things. I tried remaking
> DBI-1.18, DBI-Datasource, and DBI-Searchbuilder....
> 
> [Sun Oct 21 02:26:31 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 416.
> 
> Thanks,
> -=-=-=-=-=-=-=-=-=-=-=-=-=-
> Greg Smythe
> SysAdmin
> Intellstat Communications
> WA State Resident
> 
> 
> 
> 
> -----Original Message-----
> From: Greg Smythe 
> Sent: Saturday, October 20, 2001 6:52 PM
> To: 'Ian (Network Administrator)'; rt-users at lists.fsck.com
> Cc: 'jesse at bestpractical.com'
> Subject: RE: [rt-users] Install questions
> 
> 
> Ian -- Thanks for the tip. I installed RH 7.1 again (my 3rd time now) and
> built Apache & mod_perl according to the RT Install docs.
> 
> Jesse --
> 
> Thanks for those RPMS, I installed them (I had to --force them), then
built
> DBI, Apache:Cookie, and the MySQL part, and 'make testdeps' was happy. 
> 
> I then continued the install, and modified httpd.conf. See below my new
> problem. I can move DBI.pm into the path it's looking for but I'm afraid
> it'll just complain about new problems. How would I go about fixing this
> permanetly?
> 
> 
> [root at support etc]# /usr/local/apache/bin/apachectl start
> Syntax error on line 955 of /usr/local/apache/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 . /usr/local/apache/ /usr/local/apache/lib/perl)
at
> (eval 3) line 3.
> 
> /usr/local/apache/bin/apachectl start: httpd could not be started
> [root at support etc]# locate 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
> [root at support etc]#
> 
> Here's what I put in httpd.conf:
> 
> <VirtualHost 192.168.1.17>
> DocumentRoot /usr/rt2/WebRT/html
> ServerName support.intellstat.com
> PerlModule Apache::DBI
> PerlFreshRestart On
> PerlRequire /usr/rt2/bin/webmux.pl
> <Location />
>  SetHandler perl-script
>  PerlHandler RT::Mason
> </Location>
> </VirtualHost>
> 
> -=-=-=-=-=-=-=-=-=-=-=-=-=-
> Greg Smythe
> SysAdmin
> Intellstat Communications
> WA State Resident
> 
> 
> 
> 
> -----Original Message-----
> From: Ian (Network Administrator)
[mailto:ian at internationalsportsagency.com]
> 
> Sent: Saturday, October 20, 2001 5:10 PM
> To: 'Greg Smythe'; rt-users at lists.fsck.com
> Subject: RE: [rt-users] Install questions
> 
> 
>  
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> I also have RT Running on a 7.1 Stock install box.  
> 
> Something that might help (it helped me) was to install only the
> packages that you need, then downloading and building the rest.  I
> found too many quirks with the apache combo mod-Perl/Apache/MySql
> that it was easier for me to --erase the rpm's and build from
> scratch.
> 
> Ian
> - -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Greg Smythe
> Sent: Saturday, October 20, 2001 12:39 AM
> To: 'rt-users at lists.fsck.com'
> Subject: [rt-users] Install questions
> 
> 
> Hello -- 
> New user here. A bunch of the modules failed to compile correctly. I
> searched a few months back of archives and didn't see anything all
> that much related to isntalls so here I am..
> Installing on a stock RedHat 7.1 box.. 
> I'll ask the easy question first, since now I'm having major problems
> with Apache::Cookie... Is there a Linux distro that is confirmed to
> have the least amount of problems? I've installed the apache and
> mod_perl sources to no avail... 
> 
> 
> [root at support rt-2-0-8]# make testdeps 
> /usr/bin/perl ./tools/testdeps -warn mysql 
> Checking for DBI 1.18 ...found 
> Checking for DBIx::DataSource 0.02 ...found 
> Checking for DBIx::SearchBuilder 0.43 ...found 
> Checking for HTML::Entities...found 
> Checking for MLDBM...found 
> Checking for Net::Domain....Net::Domain not installed. 
> Checking for Net::SMTP....Net::SMTP not installed. 
> 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....Apache::Cookie not installed. 
> Checking for Apache::Session 1.53 ....Apache::Session 1.53  not
> installed. 
> 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 support rt-2-0-8]# 
> 
> 
> When trying to compile Net::Domain and Net::SMTP I get: 
> PERL_DL_NONLAZY=1 /usr/local/bin/perl -Iblib/arch -Iblib/lib
> - -I/usr/local/lib/perl5/5.6.1/i586-linux -I/usr/local/lib/perl5/5.6.1
> - -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests
> @ARGV;' t/*.t
> t/ftp...............skipped test on this platform 
> t/hostname..........ok 
> t/nntp..............skipped test on this platform 
> t/require...........FAILED tests 8-9 
>         Failed 2/11 tests, 81.82% okay 
> t/smtp..............skipped test on this platform 
> Failed Test Status Wstat Total Fail  Failed  List of Failed 
> - ----------------------------------------------------------------------
> - ----------t/require.t                   11    2  18.18%  8-9
> 3 tests skipped. 
> Failed 1/5 test scripts, 80.00% okay. 2/12 subtests failed, 83.33%
> okay. 
> make: *** [test_dynamic] Error 29 
>   /usr/bin/make test -- NOT OK 
> Running make install 
>   make test had returned bad status, won't install without force 
> [root at support RT]# 
> 
> 
> 
> - -=-=-=-=-=-=-=-=-=-=-=-=-=- 
> Greg Smythe 
> SysAdmin 
> Intellstat Communications 
> WA State Resident 
> 
> -----BEGIN PGP SIGNATURE-----
> Version: PGPfreeware 7.0.3 for non-commercial use <http://www.pgp.com>
> 
> iQA/AwUBO9ISRhpKNrkRVS+8EQJqiwCgpZf0a2TPNoCcqZXR6Srcnr1Ek9cAoI1M
> SEMPNc7Aov8OAuN+iBG3Ltoe
> =QQIn
> -----END PGP SIGNATURE-----
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From Rich.West at wesmo.com  Sun Oct 21 11:06:48 2001
From: Rich.West at wesmo.com (Rich West)
Date: Sun, 21 Oct 2001 11:06:48 -0400
Subject: [rt-users] Re: [rt-devel] FastCGI Install Info for RT 2.0.X series
References: <Pine.LNX.4.30.0110201734290.25167-100000@kilrathi.fretzel.net>
Message-ID: <3BD2E488.1080304@wesmo.com>

Woo-hoo!

As it turns out, the delays I was experiencing with fast_cgi were due to 
the missing "AddHandler"  and "FastCgiServer" options.  I guess 
something can be said for RTFM afterall. :)

With those in place, I am seeing rendering of < 1sec per page.

FastCGI definitely has a lot over mod_perl. :)

Just an FYI, you can put the AddHandler and FastCgiServer options 
_within_ the VirtualHosts directive, but keep in mind that it would 
restrict the FastCGI operation to only that VirtualHost..

-Rich

Sanity wrote:

>Recently I switch from mod_perl to Mod_FastCGI for apache. For all of you
>interested here is the config I used to get it all working.
>
>The next two lines should go in your config anywhere after the
>standard mod_fcgi load statements (if you load via a DSO) but before your
>virtual host settings.
>
>AddHandler fastcgi-script fcgi
>FastCgiServer /usr/local/rt/bin/mason_handler.fcgi
>
>Here is the only line you need to add to your virtual host config
>
>ScriptAlias /rt2/ /usr/local/rt/bin/mason_handler.fcgi/
>
>In the above example I am accessing RT via https://blah.com/rt2/ if you
>want to use https://blah.com instead then your ScriptAlias line should
>look like the one below..
>
>ScriptAlias / /usr/local/rt/bin/mason_handler.fcgi/
>
>
>Make sure to change any of the path statements to match where you installed
>RT.
>
>
>If you do not use the AddHandler and the FastCgiServer commands then
>apache will not keep the mason_handler.fcgi program running between
>requests. If the handler is not running between requests RT2 will run very
>very slowly.
>
>
>The config above worked very nicely for my install on Solaris 8 with
>Apache 1.3.19/mod_perl/mod_php4/mod_ssl/+extra modules, YMMV.
>
>FastCGI seems just as fast if not slightly faster than when we were using
>mod_perl. The only problem I have seen so far with FastCGI is that the RT
>logo does not show up however there have been a few posts to the rt-devel
>list recently which should fix that, search the archives if you did not
>see the posts.
>
>
>-Sanity
>

-- 
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 gregs at Intellstat.com  Sun Oct 21 17:48:36 2001
From: gregs at Intellstat.com (Greg Smythe)
Date: Sun, 21 Oct 2001 14:48:36 -0700
Subject: [rt-users] Nonprivileged logins..
Message-ID: <41257DB9CD3CD311BE92006008A52B2522EBF0@mail.intellstat.com>

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



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011021/a888393c/attachment.htm>

From jeremy at whatever.ucdavis.edu  Sun Oct 21 21:43:30 2001
From: jeremy at whatever.ucdavis.edu (Jeremy M. Smith)
Date: Sun, 21 Oct 2001 18:43:30 -0700 (PDT)
Subject: [rt-users] Re: [rt-devel] FastCGI Install Info for RT 2.0.X
 series
In-Reply-To: <3BD2E488.1080304@wesmo.com>
Message-ID: <Pine.LNX.4.33.0110211834430.18629-100000@whatever.ucdavis.edu>

I realized that I have been doing the same thing (i.e., using the FastCGI
handler without the AddHandler and FastCgiServer directives specified for
Apache. But when I add them in, it breaks RT. I get the following message
in my Apache error_log file:

[Sun Oct 21 15:28:19 2001] [error] [client 63.205.xxx.yyy] (2)No such file
or directory: FastCGI: incomplete headers (0 bytes) received from server
"/usr/local/rt2/bin/mason_handler.fcgi"

About 1/4 of the time, I also get what *should* have been returned to the
web client (namely, the HTML login page) also in error_log. Usually the
"incomplete headers" business with FastCGI means that the client isn't
correctly outputting HTTP headers, but that doesn't appear to be the case
here. I have tried messing around with the various timeout settings for
the FastCGI directives in httpd.conf, but I've had no success. I'm using
the latest FastCGI (2.2.10) with Apache 1.3.19. I know that the FastCGI
mod works because I'm using a couple of other FastCGI apps with no
problems.

The "no such file or directory" bit of the error message has me confused,
too. I'm not sure which file or directory is being referenced. Maybe some
kind of permissions problem?

Any suggestions?

Thanks,

Jeremy.

On Sun, 21 Oct 2001, Rich West wrote:

> Woo-hoo!
>
> As it turns out, the delays I was experiencing with fast_cgi were due to
> the missing "AddHandler"  and "FastCgiServer" options.  I guess
> something can be said for RTFM afterall. :)
>
> With those in place, I am seeing rendering of < 1sec per page.
>
> FastCGI definitely has a lot over mod_perl. :)
>
> Just an FYI, you can put the AddHandler and FastCgiServer options
> _within_ the VirtualHosts directive, but keep in mind that it would
> restrict the FastCGI operation to only that VirtualHost..
>
> -Rich
>
> Sanity wrote:
>
> >Recently I switch from mod_perl to Mod_FastCGI for apache. For all of you
> >interested here is the config I used to get it all working.
> >
> >The next two lines should go in your config anywhere after the
> >standard mod_fcgi load statements (if you load via a DSO) but before your
> >virtual host settings.
> >
> >AddHandler fastcgi-script fcgi
> >FastCgiServer /usr/local/rt/bin/mason_handler.fcgi
> >
> >Here is the only line you need to add to your virtual host config
> >
> >ScriptAlias /rt2/ /usr/local/rt/bin/mason_handler.fcgi/
> >
> >In the above example I am accessing RT via https://blah.com/rt2/ if you
> >want to use https://blah.com instead then your ScriptAlias line should
> >look like the one below..
> >
> >ScriptAlias / /usr/local/rt/bin/mason_handler.fcgi/
> >
> >
> >Make sure to change any of the path statements to match where you installed
> >RT.
> >
> >
> >If you do not use the AddHandler and the FastCgiServer commands then
> >apache will not keep the mason_handler.fcgi program running between
> >requests. If the handler is not running between requests RT2 will run very
> >very slowly.
> >
> >
> >The config above worked very nicely for my install on Solaris 8 with
> >Apache 1.3.19/mod_perl/mod_php4/mod_ssl/+extra modules, YMMV.
> >
> >FastCGI seems just as fast if not slightly faster than when we were using
> >mod_perl. The only problem I have seen so far with FastCGI is that the RT
> >logo does not show up however there have been a few posts to the rt-devel
> >list recently which should fix that, search the archives if you did not
> >see the posts.
> >
> >
> >-Sanity
> >
>
>

-- 
--------------------------------------------
Jeremy M. Smith <jeremy at ucdavis.edu>
Technical Support Manager, Programmer
University of California, Davis
Languages and Literatures
Language Learning Center





From osman.anwer at utoronto.ca  Sun Oct 21 23:24:58 2001
From: osman.anwer at utoronto.ca (osman.anwer at utoronto.ca)
Date: Sun, 21 Oct 2001 23:24:58 -0400 (EDT)
Subject: [rt-users] Session/login problems?
Message-ID: <Pine.GSO.4.10.10110212303440.13850-100000@log3.in.utoronto.ca>

Hi, just having some problems getting RT running.

Accessing it through the browser is very flaky. Whatever I click on, I
keep having to login over and over before continuing. Sometimes I press
reload and it will take me to the right place. 
 
I'm running Mandrake 8.1, using their statically built apache-mod_perl rpm
My apache logs appear to have nothing strange in them.

Any ideas? Is it a POST/GET thing, a caching problem?





From darrellb at hhcl.com  Mon Oct 22 06:20:38 2001
From: darrellb at hhcl.com (darrell berry)
Date: Mon, 22 Oct 2001 11:20:38 +0100
Subject: [rt-users] getting watchers to work?
Message-ID: <B7F9B186.1B29%darrellb@hhcl.com>

hi

i've just installed RT2, and most of it works (and very well, too!)

however i'm having problems with watchers...

i've set up a new queue called 'training', which inherits global scrips:

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

if i email in a request, it correctly gets added to the queue and the user
gets an email back to confirm that the ticket has ben added

however, the admincc for the queue doesnt get any email at all...i've set
them up with 'priveleged user' status, and in queue->user rights have given
them 'watch' and 'watch as admincc' rights

hoewver it doesnt seem to even try to email them

any ideas?

thx

ps just possibly, this entry in maillog might point at the problem:

Oct 22 11:24:55 localhost sendmail[28023]: f9MAOt028023: f9MAOt128023: DSN:
List:; syntax illegal for recipient addresses

...i've checked that the admincc user has a correctly set up email address
in rt2, but i cant think where else this log entry could have come from, as
rt2 is the only thing running on this system...




From simon at onyx.net  Mon Oct 22 07:34:37 2001
From: simon at onyx.net (Simon Woodward)
Date: 22 Oct 2001 12:34:37 +0100
Subject: [rt-users] Sender addresses
Message-ID: <1003750477.31162.32.camel@brockrigg.onyx.net>

Hows about an option to set that when a person comments or replies to
resquestors that the from address is give as the address for the queue,
and not the individuals address ?

I know this can be overcome in part by having each user set their
address to be the queue address, but we have a situation where a few
queues have different addresses and we would like to be able to have the
same users replying using each queues individual address.

Anyone else have ways round this / ideas / similar problems / comments ?

Simon.




From simon at onyx.net  Mon Oct 22 07:37:25 2001
From: simon at onyx.net (Simon Woodward)
Date: 22 Oct 2001 12:37:25 +0100
Subject: [rt-users] RT2 Stats
In-Reply-To: <200110181721.f9IHLTg13200@nfsb.ecdev.fedex.com>
References: <200110181721.f9IHLTg13200@nfsb.ecdev.fedex.com>
Message-ID: <1003750645.31164.36.camel@brockrigg.onyx.net>

Thanks for all that replied to this ... 

Sorry it took me a few days to respond, just been very busy.

I am going to have to move ahead on this, as its becoming more of a
requirement in an environment that must be monitored and targets set and
met, (oh god, now I sound like them as well *ack* ;-) ).

Would people be interested in a discussion on this list about what this
kind of system should show / do, ideas how to go about it, suggestions
all that, or if you want I could set up another list, where any parties
interested in commenting or collaborating could then subscribe and we
could go from there ?

Simon.





From henning at schlund.de  Mon Oct 22 07:38:13 2001
From: henning at schlund.de (Henning Wackernagel)
Date: Mon, 22 Oct 2001 13:38:13 +0200
Subject: [rt-users] Is there a limit for Attachments?
Message-ID: <3BD40525.F64D5ED4@schlund.de>

Someone want to add a File to a Ticket, the broblem is RT did not add
the file to the ticket (there is no Error Message). 

OK, the file is big. Something around 2.5 MB.

Is there a limit and how can I change this?

Thanks,
-- 
Henning Wackernagel
Netzwerkadministration
Schlund + Partner AG
Erbprinzenstr. 4 - 12   Mail: wackernagel at schlund.de
76133 Karlsruhe         Tel:  0721 / 91374-0



From barns at uk.umis.net  Mon Oct 22 07:53:58 2001
From: barns at uk.umis.net (Barnaby Puttick)
Date: Mon, 22 Oct 2001 12:53:58 +0100 (BST)
Subject: [rt-users] make install
Message-ID: <20011022124949.G35674-100000@ora.uk.umis.net>

Hi,

I am having trouble installing RT-2-0-8

I got the attached error after running make install, I looked through the
archives and found that I was running the wrong version of MYSQL.

I am now running 3.23.42

juniper:[/usr/local/src/rt-2-0-8]:# mysqld -V
mysqld  Ver 3.23.42 for unknown-freebsdelf4.3 on i386

And I am still having problems.

Any help would be appreciated  :)

Regards

Barnaby Puttick


--

juniper:[/usr/local/src/rt-2-0-8]:# make install
mkdir -p //home/rt/rt2/bin
mkdir -p //home/rt/rt2/WebRT/data
mkdir -p //home/rt/rt2/WebRT/sessiondata
mkdir -p //home/rt/rt2/etc
mkdir -p //home/rt/rt2/lib
mkdir -p //home/rt/rt2/WebRT/html
mkdir -p //home/rt/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql' 'localhost' ''
'root' 'rt2' create
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
cp etc/acl.mysql '//home/rt/rt2/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;
s'!!DB_HOST!!'"localhost"'g; s'!!DB_RT_PASS!!'"uniadmin22"'g;
s'!!DB_RT_HOST!!'"localhost"'g; s'!!DB_RT_USER!!'"rt_user"'g;
s'!!DB_DATABASE!!'"rt2"'g;" //home/rt/rt2/etc/acl.mysql
bin/initacls.mysql '/usr/local/mysql' 'localhost' '' 'root' '' 'rt2'
'//home/rt/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/local/mysql' 'localhost' ''
'rt_user' 'rt2' insert
Now populating database schema.
Enter the mysql password for rt_user:
Creating database schema.
DBD::mysql::st execute failed: Column 'Keyword' is used with UNIQUE or
INDEX but is not defined as NOT NULL at tools/initdb line 163, <SCHEMA>
chunk 263.
Problem with statement:
 CREATE INDEX KeywordSelects1 ON KeywordSelects (Keyword)

Column 'Keyword' is used with UNIQUE or INDEX but is not defined as NOT
NULL at tools/initdb line 165, <SCHEMA> chunk 263.
*** Error code 255







From dewet at itouchlabs.com  Mon Oct 22 08:07:31 2001
From: dewet at itouchlabs.com (Dewet Diener)
Date: Mon, 22 Oct 2001 14:07:31 +0200
Subject: [rt-users] RT2 Stats
In-Reply-To: <1003750645.31164.36.camel@brockrigg.onyx.net>; from simon@onyx.net on Mon, Oct 22, 2001 at 12:37:25PM +0100
References: <200110181721.f9IHLTg13200@nfsb.ecdev.fedex.com> <1003750645.31164.36.camel@brockrigg.onyx.net>
Message-ID: <20011022140731.B29190@itouchlabs.com>

On Mon, Oct 22, 2001 at 12:37:25PM +0100, Simon Woodward wrote:
> Would people be interested in a discussion on this list about what this
> kind of system should show / do, ideas how to go about it, suggestions
> all that, or if you want I could set up another list, where any parties
> interested in commenting or collaborating could then subscribe and we
> could go from there ?

Its no difference to me, but I'm definitely interested in this topic,
seeing that people are hounding me for the same information :)  I've
got a few ideas on which direction we'd like to go, and I'm sure others
would find it of value as well...

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 greg at space.cfi.co.ug  Mon Oct 22 17:50:51 2001
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Mon, 22 Oct 2001 14:50:51 -0700 (PDT)
Subject: [rt-users] can't get correspondence sent
In-Reply-To: <20011020111803.C11997@nixc.net>
Message-ID: <Pine.LNX.4.33.0110221450450.6831-100000@space.cfi.co.ug>

yes , I have

----
Greg,
Computer Frontiers International

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------


On Sat, 20 Oct 2001, Darrin Walton wrote:

>   |+ I always get the message "Correspondence sent" but the mail never seems to
>   |+ get to the requestors mailboxes...Is there something I've ommitted.
>
> Have you configured your RT to send mail (setup your scrips)?
>
> -darrin
>
>




From greg at space.cfi.co.ug  Mon Oct 22 19:27:46 2001
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Mon, 22 Oct 2001 16:27:46 -0700 (PDT)
Subject: [rt-users] ticket deletion
Message-ID: <Pine.LNX.4.33.0110221626520.7129-100000@space.cfi.co.ug>

Is there a way to completely delete a ticket in webrt 2.0.7 so that even
the thread it generated can no longer be viewed?

----
Greg,
Computer Frontiers International

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------





From jonathanm at webnet.qc.ca  Mon Oct 22 11:05:50 2001
From: jonathanm at webnet.qc.ca (Jonathan Marchand)
Date: Mon, 22 Oct 2001 11:05:50 -0400
Subject: [rt-users] getting watchers to work?
In-Reply-To: <B7F9B186.1B29%darrellb@hhcl.com>
Message-ID: <002001c15b0b$09673090$c80a0a0a@webnet.qc.ca>

Hi Darrel,

I'm experiencing the same behavior... but I do get the replies, it just
take some time. It take me a few hours to get the forwards... you don't
get them at all?

Jonathan.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of darrell berry
Sent: Monday, October 22, 2001 6:21 AM
To: rt-users at fsck.com
Subject: [rt-users] getting watchers to work?


hi

i've just installed RT2, and most of it works (and very well, too!)

however i'm having problems with watchers...

i've set up a new queue called 'training', which inherits global scrips:

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

if i email in a request, it correctly gets added to the queue and the
user gets an email back to confirm that the ticket has ben added

however, the admincc for the queue doesnt get any email at all...i've
set them up with 'priveleged user' status, and in queue->user rights
have given them 'watch' and 'watch as admincc' rights

hoewver it doesnt seem to even try to email them

any ideas?

thx

ps just possibly, this entry in maillog might point at the problem:

Oct 22 11:24:55 localhost sendmail[28023]: f9MAOt028023: f9MAOt128023:
DSN: List:; syntax illegal for recipient addresses

...i've checked that the admincc user has a correctly set up email
address in rt2, but i cant think where else this log entry could have
come from, as rt2 is the only thing running on this system...


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




From oparkhou at atg.com  Mon Oct 22 11:08:10 2001
From: oparkhou at atg.com (Oliver Parkhouse)
Date: Mon, 22 Oct 2001 16:08:10 +0100
Subject: [rt-users] errors
Message-ID: <IMEGJGPHAJKEEHGDGMEDKENGCEAA.oparkhou@atg.com>

wat am i doing wrong now?
I have configured the Makefile and all is installed, but when i run the make
install, i get prompted for the mysql password, which i type in correctly
but all i get is :

Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
Use of uninitialized value at tools/initdb line 200, <STDIN> chunk 1.
Died at tools/initdb line 200, <STDIN> chunk 1.
make: *** [createdb] Error 2

please help

Oliver Parkhouse, MCSE, CCA
IT Support
ATG
+44 118 9565008
+44 7876 703036




From jesse at bestpractical.com  Mon Oct 22 11:59:01 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 22 Oct 2001 11:59:01 -0400
Subject: [rt-users] getting watchers to work?
In-Reply-To: <B7F9B186.1B29%darrellb@hhcl.com>; from darrellb@hhcl.com on Mon, Oct 22, 2001 at 11:20:38AM +0100
References: <B7F9B186.1B29%darrellb@hhcl.com>
Message-ID: <20011022115901.A20101@pallas.fsck.com>

You're running sendmail and haven't turned off $UseFriendlyToLine in the 
config file.


On Mon, Oct 22, 2001 at 11:20:38AM +0100, darrell berry wrote:
> hi
> 
> i've just installed RT2, and most of it works (and very well, too!)
> 
> however i'm having problems with watchers...
> 
> i've set up a new queue called 'training', which inherits global scrips:
> 
> OnCreate AutoreplyToRequestors with template Autoreply
> OnCreate NotifyAdminCcs with template Transaction
> OnCorrespond NotifyAllWatchers with template Correspondence
> OnComment NotifyAdminCcsAsComment with template AdminComment
> OnResolve NotifyRequestors with template Resolved
> 
> if i email in a request, it correctly gets added to the queue and the user
> gets an email back to confirm that the ticket has ben added
> 
> however, the admincc for the queue doesnt get any email at all...i've set
> them up with 'priveleged user' status, and in queue->user rights have given
> them 'watch' and 'watch as admincc' rights
> 
> hoewver it doesnt seem to even try to email them
> 
> any ideas?
> 
> thx
> 
> ps just possibly, this entry in maillog might point at the problem:
> 
> Oct 22 11:24:55 localhost sendmail[28023]: f9MAOt028023: f9MAOt128023: DSN:
> List:; syntax illegal for recipient addresses
> 
> ...i've checked that the admincc user has a correctly set up email address
> in rt2, but i cant think where else this log entry could have come from, as
> rt2 is the only thing running on this system...
> 
> 
> _______________________________________________
> 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 Oct 22 12:28:48 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 22 Oct 2001 12:28:48 -0400
Subject: [rt-users] Is there a limit for Attachments?
In-Reply-To: <3BD40525.F64D5ED4@schlund.de>; from henning@schlund.de on Mon, Oct 22, 2001 at 01:38:13PM +0200
References: <3BD40525.F64D5ED4@schlund.de>
Message-ID: <20011022122848.C20101@pallas.fsck.com>

Sounds like you need to tweak mysql's max_packet_size parameter.
Take a look in the mysql manual.  
If you can come up with a decent writeup, I'd be happy to include
it in the manual.

	-j


On Mon, Oct 22, 2001 at 01:38:13PM +0200, Henning Wackernagel wrote:
> Someone want to add a File to a Ticket, the broblem is RT did not add
> the file to the ticket (there is no Error Message). 
> 
> OK, the file is big. Something around 2.5 MB.
> 
> Is there a limit and how can I change this?
> 
> Thanks,
> -- 
> Henning Wackernagel
> Netzwerkadministration
> Schlund + Partner AG
> Erbprinzenstr. 4 - 12   Mail: wackernagel at schlund.de
> 76133 Karlsruhe         Tel:  0721 / 91374-0
> 
> _______________________________________________
> 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 Oct 22 12:29:42 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 22 Oct 2001 12:29:42 -0400
Subject: [rt-users] make install
In-Reply-To: <20011022124949.G35674-100000@ora.uk.umis.net>; from barns@uk.umis.net on Mon, Oct 22, 2001 at 12:53:58PM +0100
References: <20011022124949.G35674-100000@ora.uk.umis.net>
Message-ID: <20011022122942.D20101@pallas.fsck.com>

I suspect you're still running _both_ versions of mysql. or that the new
tools are installed, but mysql 3.22 is still running.


On Mon, Oct 22, 2001 at 12:53:58PM +0100, Barnaby Puttick wrote:
> Hi,
> 
> I am having trouble installing RT-2-0-8
> 
> I got the attached error after running make install, I looked through the
> archives and found that I was running the wrong version of MYSQL.
> 
> I am now running 3.23.42
> 
> juniper:[/usr/local/src/rt-2-0-8]:# mysqld -V
> mysqld  Ver 3.23.42 for unknown-freebsdelf4.3 on i386
> 
> And I am still having problems.
> 
> Any help would be appreciated  :)
> 
> Regards
> 
> Barnaby Puttick
> 
> 
> --
> 
> juniper:[/usr/local/src/rt-2-0-8]:# make install
> mkdir -p //home/rt/rt2/bin
> mkdir -p //home/rt/rt2/WebRT/data
> mkdir -p //home/rt/rt2/WebRT/sessiondata
> mkdir -p //home/rt/rt2/etc
> mkdir -p //home/rt/rt2/lib
> mkdir -p //home/rt/rt2/WebRT/html
> mkdir -p //home/rt/rt2/local/WebRT/html
> /usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql' 'localhost' ''
> 'root' 'rt2' create
> Now creating a database for RT.
> Enter the mysql password for root:
> Creating mysql database rt2.
> cp etc/acl.mysql '//home/rt/rt2/etc/acl.mysql'
> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;
> s'!!DB_HOST!!'"localhost"'g; s'!!DB_RT_PASS!!'"uniadmin22"'g;
> s'!!DB_RT_HOST!!'"localhost"'g; s'!!DB_RT_USER!!'"rt_user"'g;
> s'!!DB_DATABASE!!'"rt2"'g;" //home/rt/rt2/etc/acl.mysql
> bin/initacls.mysql '/usr/local/mysql' 'localhost' '' 'root' '' 'rt2'
> '//home/rt/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/local/mysql' 'localhost' ''
> 'rt_user' 'rt2' insert
> Now populating database schema.
> Enter the mysql password for rt_user:
> Creating database schema.
> DBD::mysql::st execute failed: Column 'Keyword' is used with UNIQUE or
> INDEX but is not defined as NOT NULL at tools/initdb line 163, <SCHEMA>
> chunk 263.
> Problem with statement:
>  CREATE INDEX KeywordSelects1 ON KeywordSelects (Keyword)
> 
> Column 'Keyword' is used with UNIQUE or INDEX but is not defined as NOT
> NULL at tools/initdb line 165, <SCHEMA> chunk 263.
> *** Error code 255
> 
> 
> 
> 
> 
> _______________________________________________
> 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 davthom2 at hhnetwk.com  Mon Oct 22 13:03:26 2001
From: davthom2 at hhnetwk.com (Dave Thompson)
Date: Mon, 22 Oct 2001 13:03:26 -0400
Subject: [rt-users] Problem with e-mail gateway (RT version 2.0.8)
Message-ID: <002201c15b1b$7a56fb90$c7ef2ca1@ariel>

I am having some problems with the e-mail gateway for RT version 2.0.8.
I upgraded from RT version 1, which seemed to work properly in terms of
receiving an e-mail at the rt at domain address and creating a new ticket
in the queue specified in /etc/mail/aliases.  However, under version
2.0.8, sending an e-mail to the rt alias (yes, I am pointing to the
correct version of RT) causes RT to reply with the following:

>There has been an error:
>There has been an error with your request:
>
>
>Your message is reproduced below:
>
>...

What am I doing wrong here?

Any help would be greatly appreciated.  Thanks in advance!

--Dave Thompson
  dthompson at hhnetwk.com





From greg at space.cfi.co.ug  Mon Oct 22 19:26:33 2001
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Mon, 22 Oct 2001 16:26:33 -0700 (PDT)
Subject: [rt-users] can't get correspondence sent
In-Reply-To: <Pine.LNX.4.33.0110221450450.6831-100000@space.cfi.co.ug>
Message-ID: <Pine.LNX.4.33.0110221625050.7129-100000@space.cfi.co.ug>

I finally realised that my perl wasn't configured to run set uid scripts
and changed that (chmod u+s /path/to/suidperl)....It now works



----
Greg,
Computer Frontiers International

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------


On Mon, 22 Oct 2001 greg at space.cfi.co.ug wrote:

> yes , I have
>
> ----
> Greg,
> Computer Frontiers International
>
>       ,,,
>      /'^'\
>     ( o o )
> oOOO--(_)--OOOo----------------------
>
>
> On Sat, 20 Oct 2001, Darrin Walton wrote:
>
> >   |+ I always get the message "Correspondence sent" but the mail never seems to
> >   |+ get to the requestors mailboxes...Is there something I've ommitted.
> >
> > Have you configured your RT to send mail (setup your scrips)?
> >
> > -darrin
> >
> >
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From ayan.kayal at yale.edu  Mon Oct 22 15:30:03 2001
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Mon, 22 Oct 2001 15:30:03 -0400
Subject: [rt-users] getting watchers to work?
In-Reply-To: <002001c15b0b$09673090$c80a0a0a@webnet.qc.ca>
Message-ID: <NDBBLGIJILLPLMJHFAFAOEJGCJAA.ayan.kayal@yale.edu>

> i've just installed RT2, and most of it works (and very well, too!)
>
> however i'm having problems with watchers...
>
> i've set up a new queue called 'training', which inherits global scrips:
>
> OnCreate AutoreplyToRequestors with template Autoreply
> OnCreate NotifyAdminCcs with template Transaction
> OnCorrespond NotifyAllWatchers with template Correspondence OnComment
> NotifyAdminCcsAsComment with template AdminComment OnResolve
> NotifyRequestors with template Resolved
>
> if i email in a request, it correctly gets added to the queue and the
> user gets an email back to confirm that the ticket has ben added
>
> however, the admincc for the queue doesnt get any email at all...i've
> set them up with 'priveleged user' status, and in queue->user rights
> have given them 'watch' and 'watch as admincc' rights
>
> hoewver it doesnt seem to even try to email them
>
> any ideas?


Do you have the people set as Queue AdminCCs? Even if they have Watch and
WatchAsAdminCc, it won't send mail unless the users are actually AdminCCs
for the queue...

				~ARK




From arp-rt2 at metachar.net  Mon Oct 22 22:19:14 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Mon, 22 Oct 2001 22:19:14 -0400
Subject: [rt-users] ticket deletion
In-Reply-To: <Pine.LNX.4.33.0110221626520.7129-100000@space.cfi.co.ug>; from greg@space.cfi.co.ug on Mon, Oct 22, 2001 at 04:27:46PM -0700
References: <Pine.LNX.4.33.0110221626520.7129-100000@space.cfi.co.ug>
Message-ID: <20011022221913.N356@metachar.net>

* greg at space.cfi.co.ug wrote on 22 Oct 2001:

> Is there a way to completely delete a ticket in webrt 2.0.7 so that even
> the thread it generated can no longer be viewed?

I suppose you can create a queue called "deleted", move the ticket to this 
queue, and set the permissions on this queue so that noone has any permissions.

I however, am a newbie to this. In general, I dont think ticket deletion
conforms to the design of rt.

Adam




From henning at schlund.de  Tue Oct 23 03:45:06 2001
From: henning at schlund.de (Henning Wackernagel)
Date: Tue, 23 Oct 2001 09:45:06 +0200
Subject: [rt-users] Is there a limit for Attachments, Resolved.
Message-ID: <3BD52002.F44E2AE9@schlund.de>

You can change the size of Attachments in MySQL and its realy easy.

This works with a Debian System, but should work with other systems too.
Only the Path can be different.

Edit the file

/etc/mysql/my.conf

and look for the line:

set-variable    = max_allowed_packet=1M

change the nummber to what ever you want in MB, here 5 MB:

set-variable    = max_allowed_packet=5M

Restart MySQL:

/etc/init.d/mysql restart

and thats it.

Nothing Magic about. 

Thanks for the help,
-- 
Henning Wackernagel
Netzwerkadministration
Schlund + Partner AG
Erbprinzenstr. 4 - 12   Mail: wackernagel at schlund.de
76133 Karlsruhe         Tel:  0721 / 91374-0



From burghardt at riege.de  Tue Oct 23 05:21:23 2001
From: burghardt at riege.de (Heiko Burghardt)
Date: 23 Oct 2001 11:21:23 +0200
Subject: [rt-users] Question on queue settings: correspond-comment
Message-ID: <1003828883.28778.108.camel@ODYSSEUS.rsidus.riege.de>

Hi there.

I have set up RT 2.0.8 and it is working fine. 
There is only one problem appearing when adding / modifying tickets
by sending mail:
- when setting up the queue with action=correspond for incoming mails in
  /etc/aliases the tickets are created but internal mails from
  co-workers are directly sent to the requestors. (Internal discussion
  shall not be   sent out.)
- when using action=comment the internal discussion is not sent
  out but no tickets can be created.
It is planed to integrate the co-workers also in RT but it is not
possible at the moment. It know that will fix the problem.

Is there any option to allow creating tickets on action comment or
any other possible solution for that problem? 

Perhaps it would make sense to allow creating tickets when the queue is
set up to handle mails as comment because the right to do so are given
by the user/group rights (in my case: group everybody -> create ticket,
reply to ticket)

Best regards,
Heiko Burghardt

-- 
Heiko Burghardt
Network- & Systemadministration

Riege Software International GmbH
Mollsfeld 10, 40670 Meerbusch, Germany

Fon: +49-2159-9148-0, Fax: +49-2159-9148-11
e-mail: burghardt at riege.com
web:    http://www.riege.com
--




From simon at onyx.net  Tue Oct 23 05:26:10 2001
From: simon at onyx.net (Simon Woodward)
Date: 23 Oct 2001 10:26:10 +0100
Subject: [rt-users] Sender addresses
In-Reply-To: <1003750477.31162.32.camel@brockrigg.onyx.net>
References: <1003750477.31162.32.camel@brockrigg.onyx.net>
Message-ID: <1003829170.23021.22.camel@brockrigg.onyx.net>

Thanks for replies to this ... I should perhaps do some more testing to
see what manager types are gibbering about ... it appears the problem is
the RT-Originator header which does give the users email address ... Is
this a necessary part of RT ? can it be removed ? or set dependant on
queue address ?

Simon




From oparkhou at atg.com  Tue Oct 23 10:59:33 2001
From: oparkhou at atg.com (Oliver Parkhouse)
Date: Tue, 23 Oct 2001 15:59:33 +0100
Subject: [rt-users] virtual hosts
Message-ID: <IMEGJGPHAJKEEHGDGMEDEEPGCEAA.oparkhou@atg.com>


i have come to the point of setting up the web interface but it isnt
working. any suggestions.
In the httpd.conf file located in /usr/local/apache/conf   i have set up
what i consider to be correct.


<VirtualHost ip.address>
Alias /rt2/ /usr/local/rt2/WebRT/html/
#DocumentRoot /usr/local/rt2/WebRT/html/
ServerName hostname.domain.com
ServerPath /
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location /rt2>
SetHandler perl-script
PerlHandler RT::Mason
</Location>
</VirtualHost>

does this look right to any of you cause i dont have a clue and i'm not
getting anything from my web browser.
is there anything else i need to do.


Oliver Parkhouse, MCSE, CCA
IT Support
ATG
+44 118 9565008
+44 7876 703036




From arp-rt2 at metachar.net  Tue Oct 23 11:16:17 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Tue, 23 Oct 2001 11:16:17 -0400
Subject: [rt-users] virtual hosts
In-Reply-To: <IMEGJGPHAJKEEHGDGMEDEEPGCEAA.oparkhou@atg.com>; from oparkhou@atg.com on Tue, Oct 23, 2001 at 03:59:33PM +0100
References: <IMEGJGPHAJKEEHGDGMEDEEPGCEAA.oparkhou@atg.com>
Message-ID: <20011023111616.O356@metachar.net>

* Oliver Parkhouse wrote on 23 Oct 2001:

> 
> 
> i have come to the point of setting up the web interface but it isnt
> working. any suggestions.
> In the httpd.conf file located in /usr/local/apache/conf   i have set up
> what i consider to be correct.
> 
> 
> <VirtualHost ip.address>
> Alias /rt2/ /usr/local/rt2/WebRT/html/
> #DocumentRoot /usr/local/rt2/WebRT/html/
You should set a document root that points somewhere at least.

> ServerName hostname.domain.com
> ServerPath /

^^^ Check the apache documentation. This means that you have paths to your
configuration files in /. So if you do: something like
"Customlog log/access_log", the path to your log file is in /log/access_log. 
I dont think this is what you wanted.

> PerlModule Apache::DBI
> PerlFreshRestart On
> PerlRequire /usr/local/rt2/bin/webmux.pl
> <Location /rt2>
> SetHandler perl-script
> PerlHandler RT::Mason
> </Location>
> </VirtualHost>
> 
> does this look right to any of you cause i dont have a clue and i'm not
> getting anything from my web browser.
> is there anything else i need to do.

Everything else is correct.

Did you enable access to these dirs? You'll want at least:

<Directory />
order deny,allow
deny from all
</Directory>
<Directory /usr/local/rt2>
order deny,allow
deny from all
allow from my.ip.network/netmask
</Directory>

Adam



From John.C.Hayward at wheaton.edu  Tue Oct 23 12:12:11 2001
From: John.C.Hayward at wheaton.edu (John Hayward)
Date: Tue, 23 Oct 2001 11:12:11 -0500 (CDT)
Subject: [rt-users] Request Tracker 2.0.8 on NetBSD 1.5.1
Message-ID: <Pine.NEB.4.21.0110231052580.355-100000@scilab30.wheaton.edu>

Dear Request Trackers and NetBSDers,

I'm trying to install RT 2.0.8 - There seems to be some problem with some
pieces of the apache->perl->dbi->mysql in that when I attempt to start
apache I get the following error message from line 352 in my httpd.conf
which is: PerlRequire /home/rt2/bin/webmux.pl

It appears there is a problem with not being able to locate symbol PL_op
when using data dumper.

I've included the perl packages installed on this NetBSD-1.5.1 system
along with the output of make testdeps.

Any hints would be appreciated.
johnh...
====

Error when starting apache
====
[Tue Oct 23 10:54:38 2001] [error] Can't load
'/usr/pkg/lib/perl5/5.6.1/i386-netbsd/auto/Data/Dumper/Dumper.so' for
module
Data::Dumper: /usr/pkg/lib/perl5/5.6.1/i386-netbsd/auto/Data/Dumper/Dumper.so: Undefined
symbol "PL_op" (reloc type = 6, symnum = 58) at
/usr/pkg/lib/perl5/5.6.1/i386-netbsd/XSLoader.pm line 75.
 at /usr/pkg/lib/perl5/5.6.1/i386-netbsd/Data/Dumper.pm line 27
Compilation failed in require at
/usr/pkg/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 79.
BEGIN failed--compilation aborted at
/usr/pkg/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 79.
Compilation failed in require at /home/rt2/bin/webmux.pl line 20.
BEGIN failed--compilation aborted at /home/rt2/bin/webmux.pl line 20.
Compilation failed in require at (eval 1) line 1.

Syntax error on line 352 of /usr/pkg/etc/httpd/httpd.conf:
====
line 352 of httpd.conf is:
PerlRequire /home/rt2/bin/webmux.pl
====

perl packages 
pkg_info -a | fgrep p5-
====
p5-CGI-2.75.2       perl5 module for writing forms-based CGI programs
p5-BSD-Resource-1.10 BSD::Resource - Perl interface to BSD process
resources library
p5-DBI-1.18         the database-independent Perl database access API
p5-Data-Dumper-2.102nb1 perl5 module for stringified perl data structures
p5-Data-ShowTable-3.3 Perl module to print arrays of data in nicely
formatted listings
p5-DBD-mysql-1.2215 perl DBI/DBD driver for MySQL databases
p5-Digest-MD5-2.12  Perl5 extension interface for various message digest
algorithms
p5-HTML-Tagset-3.03 perl5 module of data tables useful in parsing HTML
p5-HTML-Parser-3.25 perl5 module to parse HTML text documents
p5-MIME-Base64-2.12 perl5 module for Base64 and Quoted-Printable encodings
p5-Net-1.0703       perl5 modules to access and use network protocols
p5-URI-1.12         Perl5 class to represent Uniform Resource Identifier
(URI, RFC 2396)
p5-libwww-5.53      perl5 library for WWW access
p5-MLDBM-2.00       perl5 module for storing arbitrary data in tied hashes
p5-Params-Validate-0.04 Validate method/function parameters
p5-HTML-Mason-1.03  Perl-based web site development and delivery system
p5-Storable-1.0.11  Perl extension module for persistent data storage
p5-Apache-Session-1.53 perl5 module to provide persistent storage
=====

output of testdeps
=====
cslab# make testdeps
/usr/pkg/bin/perl ./tools/testdeps -warn mysql
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.43 ...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
=====





From arp-rt2 at metachar.net  Tue Oct 23 12:28:30 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Tue, 23 Oct 2001 12:28:30 -0400
Subject: [rt-users] virtual hosts
In-Reply-To: <IMEGJGPHAJKEEHGDGMEDAEPJCEAA.oparkhou@atg.com>; from oparkhou@atg.com on Tue, Oct 23, 2001 at 04:47:14PM +0100
References: <20011023111616.O356@metachar.net> <IMEGJGPHAJKEEHGDGMEDAEPJCEAA.oparkhou@atg.com>
Message-ID: <20011023122830.P356@metachar.net>

* Oliver Parkhouse wrote on 23 Oct 2001:

> cheers for that. i have implemented all those and even open up the access,
> but to no avail.
> I am sure it is something simple but cant think what.
> Are there any other files that i need to touch? like the config.pm?
> cheers

- please define "isnt working"
- show us the output from your access log and your error log when trying to
access the page

Adam




From arp-rt2 at metachar.net  Tue Oct 23 12:32:50 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Tue, 23 Oct 2001 12:32:50 -0400
Subject: [rt-users] Request Tracker 2.0.8 on NetBSD 1.5.1
In-Reply-To: <Pine.NEB.4.21.0110231052580.355-100000@scilab30.wheaton.edu>; from John.C.Hayward@wheaton.edu on Tue, Oct 23, 2001 at 11:12:11AM -0500
References: <Pine.NEB.4.21.0110231052580.355-100000@scilab30.wheaton.edu>
Message-ID: <20011023123250.Q356@metachar.net>

* John Hayward wrote on 23 Oct 2001:

> Dear Request Trackers and NetBSDers,
> 
> I'm trying to install RT 2.0.8 - There seems to be some problem with some
> pieces of the apache->perl->dbi->mysql in that when I attempt to start
> apache I get the following error message from line 352 in my httpd.conf
> which is: PerlRequire /home/rt2/bin/webmux.pl
> 
> It appears there is a problem with not being able to locate symbol PL_op
> when using data dumper.
> 
> I've included the perl packages installed on this NetBSD-1.5.1 system
> along with the output of make testdeps.
> 
> Any hints would be appreciated.
> johnh...
> ====
> 
> Error when starting apache
> ====
> [Tue Oct 23 10:54:38 2001] [error] Can't load
> '/usr/pkg/lib/perl5/5.6.1/i386-netbsd/auto/Data/Dumper/Dumper.so' for
> module
> Data::Dumper: /usr/pkg/lib/perl5/5.6.1/i386-netbsd/auto/Data/Dumper/Dumper.so: Undefined
> symbol "PL_op" (reloc type = 6, symnum = 58) at
> /usr/pkg/lib/perl5/5.6.1/i386-netbsd/XSLoader.pm line 75.
>  at /usr/pkg/lib/perl5/5.6.1/i386-netbsd/Data/Dumper.pm line 27
> Compilation failed in require at
> /usr/pkg/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 79.
> BEGIN failed--compilation aborted at
> /usr/pkg/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 79.
> Compilation failed in require at /home/rt2/bin/webmux.pl line 20.
> BEGIN failed--compilation aborted at /home/rt2/bin/webmux.pl line 20.
> Compilation failed in require at (eval 1) line 1.
> 
> Syntax error on line 352 of /usr/pkg/etc/httpd/httpd.conf:
> ====
> line 352 of httpd.conf is:
> PerlRequire /home/rt2/bin/webmux.pl
> ====

This sounds like a perl problem...

Try adding this to your web server configuration:

<Location /perl-status>
   SetHandler perl-script
   PerlHandler Apache::Status
</location>

then go to http://server/perl-status see if you get any other errors.

It sounds to me like your mod_perl has some issues. Is this built dso? static?

Adam





From wozz+rt at wookie.net  Tue Oct 23 15:54:33 2001
From: wozz+rt at wookie.net (Wozz)
Date: Tue, 23 Oct 2001 13:54:33 -0600
Subject: [rt-users] Adding new actions
Message-ID: <20011023135433.E18342@luvewe.bonch.org>

Is there any plan to document how to add new actions?  I really need the
ability to resolve tickets linked to a parent, and I see there's some
actions in the RTHOME/lib/RT/Action directory that may have what I need,
but they are not available through the WebUI.  Through some investigation
of my own, I figured it needed to be added to the insertdata script to the
Actions table, but doing that didn't seem to provide me with the choice in
the UI.  I'm just looking for a quick crib sheet on adding new actions, and
what an action is expected to have.



From gregs at Intellstat.com  Tue Oct 23 16:17:04 2001
From: gregs at Intellstat.com (Greg Smythe)
Date: Tue, 23 Oct 2001 13:17:04 -0700
Subject: FW: [rt-users] Nonprivileged logins..
Message-ID: <41257DB9CD3CD311BE92006008A52B2522EC1D@mail.intellstat.com>

I didn't get any responses so I'm sending this again... :-)
 
Also, is it possible to hide queues from users? I have to give "Everybody"
the right to see the queue to post tickets to it via email, but I don't want
some users seeing some of the queues. I didn't see a way to Deny Access,
only to Grant Access....




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


-----Original Message-----
From: Greg Smythe [mailto:gregs at intellstat.com] 
Sent: Sunday, October 21, 2001 2:49 PM
To: 'rt-users at lists.fsck.com'
Subject: [rt-users] Nonprivileged logins..



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 



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011023/42555b31/attachment.htm>

From Rehan at nha.co.za  Tue Oct 23 16:38:30 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Tue, 23 Oct 2001 22:38:30 +0200
Subject: [rt-users] Nonprivileged logins..
Message-ID: <FD2EC577E876CA418D08460A64646FBD01124436@titan.nha.co.za>

 

-----Original Message-----
From: Rehan van der Merwe 
Sent: Tuesday, October 23, 2001 10:37 PM
To: 'Greg Smythe'
Subject: RE: [rt-users] Nonprivileged logins..


Hi Greg,
 
You dont need to grant everyone the right to see the queue, merely to create
tickets as a global right for 'Everybody'.  
 
RT does in fact create a non-priviledged user when said person creates a
ticket via email.
 
I make use of groups to limit access of certain individuals to certain
queues.  I shy away from any individual user rights because its a bitch to
maintain.
 
Thus : Global right for group 'Everyone' : CreateTicket
For queue MyQueue: rights for MyGroup : SeeQueue, ModifyTickets, Reply
......
 
I hope this helps.
 
Rehan van der Merwe

-----Original Message-----
From: Greg Smythe [mailto:gregs at Intellstat.com]
Sent: Tuesday, October 23, 2001 10:17 PM
To: 'rt-users at lists.fsck.com'
Subject: FW: [rt-users] Nonprivileged logins..


I didn't get any responses so I'm sending this again... :-)
 
Also, is it possible to hide queues from users? I have to give "Everybody"
the right to see the queue to post tickets to it via email, but I don't want
some users seeing some of the queues. I didn't see a way to Deny Access,
only to Grant Access....




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


-----Original Message-----
From: Greg Smythe [mailto:gregs at intellstat.com] 
Sent: Sunday, October 21, 2001 2:49 PM
To: 'rt-users at lists.fsck.com'
Subject: [rt-users] Nonprivileged logins..



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 



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011023/06b197fb/attachment.htm>

From arp-rt2 at metachar.net  Tue Oct 23 17:32:52 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Tue, 23 Oct 2001 17:32:52 -0400
Subject: FW: [rt-users] Nonprivileged logins..
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2522EC1D@mail.intellstat.com>; from gregs@Intellstat.com on Tue, Oct 23, 2001 at 01:17:04PM -0700
References: <41257DB9CD3CD311BE92006008A52B2522EC1D@mail.intellstat.com>
Message-ID: <20011023173252.S356@metachar.net>

* Greg Smythe wrote on 23 Oct 2001:

> I didn't get any responses so I'm sending this again... :-)
>  
> Also, is it possible to hide queues from users? I have to give "Everybody"
> the right to see the queue to post tickets to it via email, but I don't want
> some users seeing some of the queues. I didn't see a way to Deny Access,
> only to Grant Access....

queues that you want everyone to see should have everyone access.

queues that you dont want everyone to see should only have the admin access 
and perhaps the requestor access (so the requestor can check the status of it).

Adam



From Rehan at nha.co.za  Tue Oct 23 17:50:20 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Tue, 23 Oct 2001 23:50:20 +0200
Subject: [rt-users] Collaborative Project Management Sponsorship
Message-ID: <FD2EC577E876CA418D08460A64646FBD01124438@titan.nha.co.za>

Hi Everyone,

We have thus far accumilated $2000 for the Project Management development.
We are aiming for $10,000 though.  

Anyone who is interested in this functionality, and willing/able to make a
contribution, or need some more info, please contact me so we can make this
happen.

Regards,

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: Rehan van der Merwe [mailto:Rehan at nha.co.za]
Sent: Thursday, October 11, 2001 11:49 AM
To: Rt-Users (E-mail)
Subject: [rt-users] FW: Collaborative Project Management Sponsorship


> Hi Everyone,
> 
> There has been a lot of talk/questions regarding the Project Management
> interface on the list.
> 
> Our company is willing to make a sizable contribution to the development
> of the RT Project Management interface.  We can, however, not sponsor the
> full project.  
> 
> Thus, we are trying to whip up a collaborative sponsorship to fund Jesse
> for this development.
> 
> If any of you would be interested in joining in such an effort, please
> contact me (I think the details of this is best discussed off-list)
> 
> We have an outline of what we require from the project, and would like to
> compare it to your requirements
> 
> 
> Rehan van der Merwe
> Neil Harvey & Associates
> +27 21 67092237/00
> Cape Town

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



From arp-rt2 at metachar.net  Tue Oct 23 18:55:48 2001
From: arp-rt2 at metachar.net (Adam R Prato)
Date: Tue, 23 Oct 2001 18:55:48 -0400
Subject: [rt-users] Question about autoreply sender.
Message-ID: <20011023185548.T356@metachar.net>

Hi there.

I'm confused about part of the workflow regarding the queues.

The way I envisioned the flow for creating a new ticket in a queue with the
autoreply scrip

- A ticket is created by a requester
- The queue has "OnCreate Autoreply_ToRequestors with template Autoreply"
- The autoreply is sent out from the *comment* address, to the
  requestor, with the template as the body of the email.  
- this autoreply serves as a "receipt" that a ticket has been placed. The
  requestor is then free to "hit reply" to the email to correspond with the
  ticket.

Unfortunately, the email address from this action is the *correspond* address
not the comment address. 

Either I'm missing the idea behind correspond/comment, or I'm missing what I
need to modify in order to get the behavior I just described.

Any advice?

Adam



From wozz+rt at wookie.net  Tue Oct 23 19:18:52 2001
From: wozz+rt at wookie.net (Wozz)
Date: Tue, 23 Oct 2001 17:18:52 -0600
Subject: [rt-users] Question about autoreply sender.
In-Reply-To: <20011023185548.T356@metachar.net>; from arp-rt2@metachar.net on Tue, Oct 23, 2001 at 06:55:48PM -0400
References: <20011023185548.T356@metachar.net>
Message-ID: <20011023171852.F18342@luvewe.bonch.org>

On Tue, Oct 23, 2001 at 06:55:48PM -0400, Adam R Prato wrote:
> Hi there.
> 
> I'm confused about part of the workflow regarding the queues.
> 
> The way I envisioned the flow for creating a new ticket in a queue with the
> autoreply scrip
> 
> - A ticket is created by a requester
> - The queue has "OnCreate Autoreply_ToRequestors with template Autoreply"
> - The autoreply is sent out from the *comment* address, to the
>   requestor, with the template as the body of the email.  
> - this autoreply serves as a "receipt" that a ticket has been placed. The
>   requestor is then free to "hit reply" to the email to correspond with the
>   ticket.
> 
> Unfortunately, the email address from this action is the *correspond* address
> not the comment address. 
> 
> Either I'm missing the idea behind correspond/comment, or I'm missing what I
> need to modify in order to get the behavior I just described.
> 

Correspond is meant to be used anytime you are speaking with the
'customer' or the 'customer' is speaking to you.  Comment is used
to communicate internally with folks that might be working on the
ticket.  You want to be very sure to keep them seperate or you may
end up with embaressing situations with emails meant for internal
consumption getting sent to the customer.



From dlewis at one5.com  Mon Oct 22 03:34:03 2001
From: dlewis at one5.com (David W. Lewis)
Date: Mon, 22 Oct 2001 09:34:03 +0200
Subject: [rt-users] Unable to create queues - mason error
Message-ID: <000201c15acb$ed22db30$4702a8c0@unsurface.com>

Hi.

I'm seeing the same Heavy.pm problem reported by others, namely:

<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

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 48.

<\error>

I have tried using the Heavy.pm that comes with both perl 5.6.0 and 5.6.1
with the same error message at the same line.  Even stranger, I tweaked the
Heavy.pm in questions, removing a few lines above 79 (comment lines only)
and get the following error, STILL AT LINE 79:

<error with tweaked Heavy.pm>
error in file:   /usr/lib/perl5/5.6.0/Carp/Heavy.pm
  line 79:  Bizarre copy of HASH in aassign

context:   ...
75:  # we may trash some of the args so we take a copy
76:  @a = @DB::args; # must get local copy of args
77:  # don't print any more than $MaxArgNums
78:  if ($MaxArgNums and @a > $MaxArgNums) {
79:  # cap the length of $#a and set the last element to '...'
80:  $#a = $MaxArgNums;
81:  $a[$#a] = "...";
82:  }
83:  for (@a) {
...

component stack:   //Admin/Queues/Modify.html [standard]
//autohandler [standard]

code stack:   /usr/lib/perl5/5.6.0/Carp/Heavy.pm:79


raw_error


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 48.

<\error with tweaked Heavy.pm>

Is there a fix for this?  I am running:

	Linux version 2.4.2-2
	Red Hat Linux 7.1 2.96-79

Thanks in advance.

-David




From Olli-Pekka.Isola at capinordic.fi  Tue Oct 23 03:33:46 2001
From: Olli-Pekka.Isola at capinordic.fi (Olli-Pekka Isola)
Date: Tue, 23 Oct 2001 09:33:46 +0200
Subject: [rt-users] RT 2.0.8 OR perl5/Carp Bug?
Message-ID: <4582C2F9F1A5D411B88600B0D078565E9DE11A@capex01.capinordic.se>

Hi Jesse,

I have installed Request Tracker 2.0.8 on Red Hat 7.1 box. RT seems to be
perfect solution for internal IT support staff!

I have created following queues:

	2: ASSI (ASSI Software Development for Capinordic Asset Management
Oyj)
	3: TAZETT (Tazett Software Development for Capinordic Asset
Management Oyj)
	4: BOOKING (Booking Portal Software Development in Capinordic Oy)
	5: CONSULTING (Consulting Portal Software Development in Capinordic
Oy)
	6: SUPPORT_CAM (Special Support Queue for Capinordic Asset
Management Oyj)

I get following error message if I try to add
(http://trackerserver/Admin/Queues/Modify.html?Create=1) yet an other queue.
Is it a bug and could you fix it?

System error
while serving trackerserver.gr.helsinki.capinordic.fi
/Admin/Queues/Modify.html
error while executing /Admin/Queues/Modify.html [standard]:
Bizarre copy of ARRAY in aassign at /usr/lib/perl5/5.6.0/Carp/Heavy.pm line
79, <GEN89> line 68.

backtrace: /Admin/Queues/Modify.html [standard] <= /autohandler [standard]


Best Regards,
Olli-Pekka Isola
______________________________________________________
Capinordic Asset Management Oyj
Jaakonkatu 3 A, 00100 Helsinki, Finland
Tel +358 10 2324 20, Fax +358 10 2324 210





From davthom2 at hhnetwk.com  Mon Oct 22 12:42:17 2001
From: davthom2 at hhnetwk.com (Dave Thompson)
Date: Mon, 22 Oct 2001 12:42:17 -0400
Subject: [rt-users] Problem with e-mail gateway (RT version 2.0.8)
Message-ID: <002001c15b18$82d69c10$c7ef2ca1@ariel>

I am having some problems with the e-mail gateway for RT version 2.0.8.
I upgraded from RT version 1, which seemed to work properly in terms of
receiving an e-mail at the rt at domain address and creating a new ticket
in the queue specified in /etc/mail/aliases.  However, under version
2.0.8, sending an e-mail to the rt alias (yes, I am pointing to the
correct version of RT) causes RT to reply with the following:

>There has been an error:
>There has been an error with your request:
>
>
>Your message is reproduced below:
>
>...

What am I doing wrong here?

Any help would be greatly appreciated.  Thanks in advance!

--Dave Thompson
  dthompson at hhnetwk.com





From marc at precipice.org  Wed Oct 24 00:29:36 2001
From: marc at precipice.org (Marc Hedlund)
Date: Tue, 23 Oct 2001 21:29:36 -0700 (PDT)
Subject: [rt-users] Re: [rt-devel] FastCGI Install Info for RT 2.0.X
 series
In-Reply-To: <Pine.LNX.4.33.0110211834430.18629-100000@whatever.ucdavis.edu>
Message-ID: <Pine.LNX.4.21.0110232128590.16597-100000@crankshaft.bitmechanic.com>

Can you send your exact config lines?  Note that the ScriptAlias line
needs a "/" after ".fcgi".

Marc Hedlund 
e: marc at precipice dot org

On Sun, 21 Oct 2001, Jeremy M. Smith wrote:

> 
> I realized that I have been doing the same thing (i.e., using the FastCGI
> handler without the AddHandler and FastCgiServer directives specified for
> Apache. But when I add them in, it breaks RT. I get the following message
> in my Apache error_log file:
> 
> [Sun Oct 21 15:28:19 2001] [error] [client 63.205.xxx.yyy] (2)No such file
> or directory: FastCGI: incomplete headers (0 bytes) received from server
> "/usr/local/rt2/bin/mason_handler.fcgi"
> 
> About 1/4 of the time, I also get what *should* have been returned to the
> web client (namely, the HTML login page) also in error_log. Usually the
> "incomplete headers" business with FastCGI means that the client isn't
> correctly outputting HTTP headers, but that doesn't appear to be the case
> here. I have tried messing around with the various timeout settings for
> the FastCGI directives in httpd.conf, but I've had no success. I'm using
> the latest FastCGI (2.2.10) with Apache 1.3.19. I know that the FastCGI
> mod works because I'm using a couple of other FastCGI apps with no
> problems.
> 
> The "no such file or directory" bit of the error message has me confused,
> too. I'm not sure which file or directory is being referenced. Maybe some
> kind of permissions problem?
> 
> Any suggestions?
> 
> Thanks,
> 
> Jeremy.
> 
> On Sun, 21 Oct 2001, Rich West wrote:
> 
> > Woo-hoo!
> >
> > As it turns out, the delays I was experiencing with fast_cgi were due to
> > the missing "AddHandler"  and "FastCgiServer" options.  I guess
> > something can be said for RTFM afterall. :)
> >
> > With those in place, I am seeing rendering of < 1sec per page.
> >
> > FastCGI definitely has a lot over mod_perl. :)
> >
> > Just an FYI, you can put the AddHandler and FastCgiServer options
> > _within_ the VirtualHosts directive, but keep in mind that it would
> > restrict the FastCGI operation to only that VirtualHost..
> >
> > -Rich
> >
> > Sanity wrote:
> >
> > >Recently I switch from mod_perl to Mod_FastCGI for apache. For all of you
> > >interested here is the config I used to get it all working.
> > >
> > >The next two lines should go in your config anywhere after the
> > >standard mod_fcgi load statements (if you load via a DSO) but before your
> > >virtual host settings.
> > >
> > >AddHandler fastcgi-script fcgi
> > >FastCgiServer /usr/local/rt/bin/mason_handler.fcgi
> > >
> > >Here is the only line you need to add to your virtual host config
> > >
> > >ScriptAlias /rt2/ /usr/local/rt/bin/mason_handler.fcgi/
> > >
> > >In the above example I am accessing RT via https://blah.com/rt2/ if you
> > >want to use https://blah.com instead then your ScriptAlias line should
> > >look like the one below..
> > >
> > >ScriptAlias / /usr/local/rt/bin/mason_handler.fcgi/
> > >
> > >
> > >Make sure to change any of the path statements to match where you installed
> > >RT.
> > >
> > >
> > >If you do not use the AddHandler and the FastCgiServer commands then
> > >apache will not keep the mason_handler.fcgi program running between
> > >requests. If the handler is not running between requests RT2 will run very
> > >very slowly.
> > >
> > >
> > >The config above worked very nicely for my install on Solaris 8 with
> > >Apache 1.3.19/mod_perl/mod_php4/mod_ssl/+extra modules, YMMV.
> > >
> > >FastCGI seems just as fast if not slightly faster than when we were using
> > >mod_perl. The only problem I have seen so far with FastCGI is that the RT
> > >logo does not show up however there have been a few posts to the rt-devel
> > >list recently which should fix that, search the archives if you did not
> > >see the posts.
> > >
> > >
> > >-Sanity
> > >
> >
> >
> 
> -- 
> --------------------------------------------
> Jeremy M. Smith <jeremy at ucdavis.edu>
> Technical Support Manager, Programmer
> University of California, Davis
> Languages and Literatures
> Language Learning Center
> 
> 
> 
> _______________________________________________
> rt-devel mailing list
> rt-devel at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-devel
> 




From ttp at mdcl.com.cn  Wed Oct 24 04:55:49 2001
From: ttp at mdcl.com.cn (ttp)
Date: Wed, 24 Oct 2001 16:55:49 +0800
Subject: [rt-users] Where to find   EscalatePriority.pm?
Message-ID: <001001c15c69$b1c53f20$0204080a@mdcl.com.cn>

Hi,

Can you tell me where to find EscalatePriority.pm?

Thanks.

Tom

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011024/9492ba74/attachment.htm>

From barns at uk.umis.net  Wed Oct 24 09:23:58 2001
From: barns at uk.umis.net (Barnaby Puttick)
Date: Wed, 24 Oct 2001 14:23:58 +0100 (BST)
Subject: [rt-users] /etc/alias
Message-ID: <20011024141627.P12400-100000@ora.uk.umis.net>

Hi,
I have succesfully configured RT and I am very pleased with myself ;-)

I just have one question:

I am using /etc/alias to call the mail prog.  I notice it has its own
error messages which it mails back to the the user, but they also get a
Mailer-Daemon message back as well...

I have tried redirecting the output to /dev/null, but make no difference.

This is not a great/urgent problem as I dont plan on have many error
messages but all the same I would be grateful of any suggestions?

Regards

Barnaby Puttick.




From teo.dehesselle at uts.edu.au  Wed Oct 24 09:36:42 2001
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Wed, 24 Oct 2001 23:36:42 +1000
Subject: [rt-users] RT2 Stats
References: <1003408586.20873.225.camel@brockrigg.onyx.net>
Message-ID: <3BD6C3EA.CF2FF252@uts.edu.au>

Simon Woodward wrote:

> Does anyone have any information or even better links to stuff that has
> actually been done that is publicly available ?

My own stuff is available at http://peabody.itd.uts.edu.au/rt-stats/

It's written as a straight CGI, but it works, and it's fast. Feel free to
hack at it, of course.

-- 
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 Rafael.Corvalan at linkvest.com  Wed Oct 24 12:09:21 2001
From: Rafael.Corvalan at linkvest.com (Rafael Corvalan)
Date: Wed, 24 Oct 2001 18:09:21 +0200
Subject: [rt-users] Upgrade 2.0.4 -> 2.0.8 and user rights
Message-ID: <B45465FD9C23D21193E90000F8D0F3DF0123440F@mailsrv.linkvest.com>

Hello everybody,

Since the upgrade from 2.0.4 to 2.0.8 I have a new "change status from
open to open" transaction created for each correspondance sent by a
requestor, and this for EVERY ticket.

After some debugging, I see that the piece of code that reopens a ticket
when it's not "open" or "new", call the method "$self->Status", but
debugging this method shows me that a check is done on the right
"ShowTicket":

$ = RT::Ticket::CurrentUserHasRight(ref(RT::Ticket), 'ShowTicket')
called from file `/opt/rt2/lib/RT/Ticket.pm' line 2811
@ = RT::Ticket::_Value(undef, ref(RT::Ticket), 'Status') called from
file `/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm' line
406
@ = DBIx::SearchBuilder::Record::AUTOLOAD(ref(Term::ReadLine::Gnu::Var),
undef, ref(RT::Ticket)) called from file `./rt-mailgate' line 290

The Requestor does not have the "ShowTicket" ACL set.

So, $Ticket->Status returns undef. Returning undef, the checks
status="open" or status="new" fail and a transaction is created to set
the status to "open".

My questions:

1) Is there a difference in this point of view between 2.0.4 and 2.0.8?
2) Any ideas? I could set the right "ShowTicket" to the Everyone (so
everyone can send a correspondance regarding any ticket) but it seems to
be a bad solution
3) Sould it be more logical that this kind of fields be "public"

Thanks
Rafael



From jesse at bestpractical.com  Wed Oct 24 13:30:57 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 24 Oct 2001 13:30:57 -0400
Subject: [rt-users] Where to find   EscalatePriority.pm?
In-Reply-To: <001001c15c69$b1c53f20$0204080a@mdcl.com.cn>; from ttp@mdcl.com.cn on Wed, Oct 24, 2001 at 04:55:49PM +0800
References: <001001c15c69$b1c53f20$0204080a@mdcl.com.cn>
Message-ID: <20011024133057.D4586@pallas.fsck.com>

ftp.fsck.com/pub/rt/contrib/2.0/rt-addons


On Wed, Oct 24, 2001 at 04:55:49PM +0800, ttp wrote:
> Hi,
> 
> Can you tell me where to find EscalatePriority.pm?
> 
> Thanks.
> 
> Tom
> 

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



From jesse at bestpractical.com  Wed Oct 24 13:31:51 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 24 Oct 2001 13:31:51 -0400
Subject: [rt-users] Problem with e-mail gateway (RT version 2.0.8)
In-Reply-To: <002001c15b18$82d69c10$c7ef2ca1@ariel>; from davthom2@hhnetwk.com on Mon, Oct 22, 2001 at 12:42:17PM -0400
References: <002001c15b18$82d69c10$c7ef2ca1@ariel>
Message-ID: <20011024133151.E4586@pallas.fsck.com>

That really looks like an RT 1.0.x error message.  Are you sure 
you ran newaliases?  Are you sure that /etc/mail/aliases is the right file?
(Sometimes you want /etc/aliases)




On Mon, Oct 22, 2001 at 12:42:17PM -0400, Dave Thompson wrote:
> I am having some problems with the e-mail gateway for RT version 2.0.8.
> I upgraded from RT version 1, which seemed to work properly in terms of
> receiving an e-mail at the rt at domain address and creating a new ticket
> in the queue specified in /etc/mail/aliases.  However, under version
> 2.0.8, sending an e-mail to the rt alias (yes, I am pointing to the
> correct version of RT) causes RT to reply with the following:
> 
> >There has been an error:
> >There has been an error with your request:
> >
> >
> >Your message is reproduced below:
> >
> >...
> 
> What am I doing wrong here?
> 
> Any help would be greatly appreciated.  Thanks in advance!
> 
> --Dave Thompson
>   dthompson at hhnetwk.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  Wed Oct 24 13:52:48 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 24 Oct 2001 13:52:48 -0400
Subject: [rt-users] Upgrade 2.0.4 -> 2.0.8 and user rights
In-Reply-To: <B45465FD9C23D21193E90000F8D0F3DF0123440F@mailsrv.linkvest.com>; from Rafael.Corvalan@linkvest.com on Wed, Oct 24, 2001 at 06:09:21PM +0200
References: <B45465FD9C23D21193E90000F8D0F3DF0123440F@mailsrv.linkvest.com>
Message-ID: <20011024135248.F4586@pallas.fsck.com>


Oh. wow! Thanks for the great debugging. That was a change between 2.0.4 and 2.0.8, yes. Andyou're not the only one who'd been seeing the bug manifest. 
But I know how to make it better. it should be fixed in 2.0.9

Status is the sort of thing that shouldn't necessarily be public, but I can
do the right thing in the code so this check doesn't break because of it.


	Thanks,
	Jesse

On Wed, Oct 24, 2001 at 06:09:21PM +0200, Rafael Corvalan wrote:
> Hello everybody,
> 
> Since the upgrade from 2.0.4 to 2.0.8 I have a new "change status from
> open to open" transaction created for each correspondance sent by a
> requestor, and this for EVERY ticket.
> 
> After some debugging, I see that the piece of code that reopens a ticket
> when it's not "open" or "new", call the method "$self->Status", but
> debugging this method shows me that a check is done on the right
> "ShowTicket":
> 
> $ = RT::Ticket::CurrentUserHasRight(ref(RT::Ticket), 'ShowTicket')
> called from file `/opt/rt2/lib/RT/Ticket.pm' line 2811
> @ = RT::Ticket::_Value(undef, ref(RT::Ticket), 'Status') called from
> file `/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record.pm' line
> 406
> @ = DBIx::SearchBuilder::Record::AUTOLOAD(ref(Term::ReadLine::Gnu::Var),
> undef, ref(RT::Ticket)) called from file `./rt-mailgate' line 290
> 
> The Requestor does not have the "ShowTicket" ACL set.
> 
> So, $Ticket->Status returns undef. Returning undef, the checks
> status="open" or status="new" fail and a transaction is created to set
> the status to "open".
> 
> My questions:
> 
> 1) Is there a difference in this point of view between 2.0.4 and 2.0.8?
> 2) Any ideas? I could set the right "ShowTicket" to the Everyone (so
> everyone can send a correspondance regarding any ticket) but it seems to
> be a bad solution
> 3) Sould it be more logical that this kind of fields be "public"
> 
> Thanks
> Rafael
> 
> _______________________________________________
> 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  Wed Oct 24 09:24:19 2001
From: gilbert at 8020softwaretools.com (Steve Gilbert)
Date: Wed, 24 Oct 2001 06:24:19 -0700 (PDT)
Subject: [rt-users] Any update on Log-Dispatch installation problems?
Message-ID: <Pine.LNX.4.21.0110240619490.28286-100000@rc.explosive.net>

A couple months ago, there was some discussion here about this
error when bulding the Log-Dispatch perl module that is required
by RT:

$ make test
PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib
-I/usr/lib/perl5/5.6.0/i386-linux -I/usr/lib/perl5/5.6.0 test.pl
1..122
BEGIN not safe after errors--compilation aborted at test.pl line 33.
make: *** [test_dynamic] Error 255
$

...and the consensus seemed to be to install it anyway and ignore
the broken test.pl.  Just wondering if anyone had any updated info
on this problem?  I'm in the process of building RT on a Mandrake 8
box, and just ran into this same problem.  Any new ideas?  Thanks.

Steve Gilbert
80/20 Software Tools





From jrstear at sandia.gov  Wed Oct 24 18:32:05 2001
From: jrstear at sandia.gov (Jon Stearley)
Date: Wed, 24 Oct 2001 16:32:05 -0600
Subject: [rt-users] Collaborative Project Management Sponsorship
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD01124438@titan.nha.co.za>
References: <FD2EC577E876CA418D08460A64646FBD01124438@titan.nha.co.za>
Message-ID: <20011024163205.A4877@sandia.gov>

although i thought of the below in regards to project management, it
has potential of being useful/interesting to the general list, so:

a NotifyOwnersOfDependantTickets action would be very excellent for
project management use.  a scrip like "OnStatus
NotifyOwnersOfDependantTickets with Transaction" would provide useful
feedback to owners of project sub-tasks (ie- "ticket #blah upon which
your ticket #foo depends, has been resolved, so you're clear to
proceed on ticket #foo", or "ticket #blah is open now, so now is a
good time to start preparing to do ticket #foo" etc.).  perhaps the
action could/should be more general to involve other relationships, or
multiple actions setup.

i don't have time to delve into hacking this up myself, but i thought
i'd share the idea.

-- 
+--------------------------------------------------------------+
| Jon Stearley			(505) 845-7571  (FAX 844-2067) |
| Compaq Federal LLC		High Performance Solutions     |
| Sandia National Laboratories	Scalable Systems Integration   |
+--------------------------------------------------------------+




From butch at infowest.com  Wed Oct 24 20:13:49 2001
From: butch at infowest.com (Cassidy B. Larson)
Date: Wed, 24 Oct 2001 18:13:49 -0600
Subject: [rt-users] 2.0.8 merge ticket bug?
Message-ID: <027e01c15ce9$eb979600$ed19bed8@laalhambra>

Howdy..

I'm not quite sure if this is a bug, or just the way my system handled the
requests.

I got duplicate requests sent twice from the same customer, each creating an
individual ticket in our RT system. (Running 2.0.8)

When I tried to merge the tickets together, the email addresses were
combined
into the resulting 'merged' ticket. Is there a way to put a sanity check to
see if the
two have the same email address and not duplicate the email addy's?

Work around is to just remove one of the duplicates from the current
watchers.

Ideas? Possible in 2.0.9?

Cassidy



----
Cassidy B. Larson   --   Network Operations Manager
InfoWest, Inc.  *  596 E. Tabernacle  *  St. George, UT 84770
Voice: 435-674-0165  *  FAX: 435-674-9654
butch at infowest.com
----




From marc at precipice.org  Wed Oct 24 21:48:29 2001
From: marc at precipice.org (Marc Hedlund)
Date: Wed, 24 Oct 2001 18:48:29 -0700 (PDT)
Subject: [rt-users] Collaborative Project Management Sponsorship
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD01124438@titan.nha.co.za>
Message-ID: <Pine.LNX.4.21.0110241846530.30197-100000@crankshaft.bitmechanic.com>

If there is a price tag, is there also a feature list we could see?  I
wouldn't make a significant dent in this amount personally, but depending
on the output I may be able to get company interest.  Also, how many
people/organizations make up the $2,000 to date?  Is that just yourself,
or others as well?

Thanks,
Marc Hedlund 
e: marc at precipice dot org

On Tue, 23 Oct 2001, Rehan van der Merwe wrote:

> Hi Everyone,
> 
> We have thus far accumilated $2000 for the Project Management development.
> We are aiming for $10,000 though.  
> 
> Anyone who is interested in this functionality, and willing/able to make a
> contribution, or need some more info, please contact me so we can make this
> happen.
> 
> Regards,
> 
> 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: Rehan van der Merwe [mailto:Rehan at nha.co.za]
> Sent: Thursday, October 11, 2001 11:49 AM
> To: Rt-Users (E-mail)
> Subject: [rt-users] FW: Collaborative Project Management Sponsorship
> 
> 
> > Hi Everyone,
> > 
> > There has been a lot of talk/questions regarding the Project Management
> > interface on the list.
> > 
> > Our company is willing to make a sizable contribution to the development
> > of the RT Project Management interface.  We can, however, not sponsor the
> > full project.  
> > 
> > Thus, we are trying to whip up a collaborative sponsorship to fund Jesse
> > for this development.
> > 
> > If any of you would be interested in joining in such an effort, please
> > contact me (I think the details of this is best discussed off-list)
> > 
> > We have an outline of what we require from the project, and would like to
> > compare it to your requirements
> > 
> > 
> > Rehan van der Merwe
> > Neil Harvey & Associates
> > +27 21 67092237/00
> > Cape Town
> 
> _______________________________________________
> 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 hakke at iki.fi  Thu Oct 25 04:10:20 2001
From: hakke at iki.fi (Riku Hakkarainen)
Date: Thu, 25 Oct 2001 11:10:20 +0300 (EEST)
Subject: [rt-users] Import script
Message-ID: <Pine.SOL.4.33.0110251045480.24656-100000@phys-staff7.kolumbus.fi>

Hello,

I'm trying to use the import-1.0-to-2.0 tool.
And got these errors:

can't parse Content-Type: multipart/mixed;boundary="Z_MULTI_PART_MAIL_BOUNDAEY_S"
 for boundry at ./import-1.0-to-2.0 line 725, <FILE> line 4105272.

can't parse Content-type: multipart/mixed;boundary="#MYBOUNDARY#"
 for boundry at ./import-1.0-to-2.0 line 725, <FILE> line 5062824.

can't parse Content-Type: multipart/mixed;boundary="----=_NextPart_000_00F4_6E50F846.2165E113"
 for boundry at ./import-1.0-to-2.0 line 725, <FILE> line 5395264.

when I fix those to text/plain everything works ok, but there's too many tickets
to modify by hand.

Riku







From michael at thies.org  Thu Oct 25 09:42:44 2001
From: michael at thies.org (Michael Thies)
Date: Thu, 25 Oct 2001 15:42:44 +0200
Subject: [rt-users] Setting the "realname" of queue-emails?
Message-ID: <20011025154244.B3242@independence.p42.thies.org>

Hi all,

I have a question about setting the realname for outgoing emails from
WebRT:
Currently the realname is set to the name of the queue, but I want to
have the queuename as short as possible and in CAPS, but the outgoing
mails should have a more explainable Realname and shouldn't be
completely in CAPS.
Is there any possibility, which I may have ignored, to use the
description of the queue? Or would it possible to think about, adding a
supplementary field for the realname in the queue-config?

TiA
-- 
\o/ 
Michael Thies                  ---                  michael at thies.org

"Costly Tools Don't Produce Better Designs" - The Pragmatic Programmer




From michael at thies.org  Thu Oct 25 09:50:43 2001
From: michael at thies.org (Michael Thies)
Date: Thu, 25 Oct 2001 15:50:43 +0200
Subject: [rt-users] feature-wish (?): webrt sending initial ticket-creation email
Message-ID: <20011025155043.C3242@independence.p42.thies.org>

Hi,

it's me again.

I have a feature-wish (or am I missing something again?):

I want to send an email with the initial ticket-creation email
(including sometime  half a dozen attachments) to the emailadress of the
user, who owns the ticket?
So the owner don't has to download each single attachment.

TiA
-- 
\o/ 
Michael Thies                  ---                  michael at thies.org

"Sign Your Work" - The Pragmatic Programmer




From thomas.tam at bellnexxia.com  Thu Oct 25 12:44:42 2001
From: thomas.tam at bellnexxia.com (Tam, Thomas)
Date: Thu, 25 Oct 2001 12:44:42 -0400
Subject: [rt-users] Ticket number per queue
Message-ID: <69B481AB2D5AD31181AD0008C72B5F810647ADB8@toroondc756>

Hi, 

I am recently setup the RT2 system to track the activities within our group.
I have a questions about ticket ID number.

I have created numbers of queues, I have notice that the ID number is not
per queue basis. The ID number will increment by one when you added the
ticket. Is there any way to have it in per queue basis? Each queue has their
own ticket ID numbering. 

Thanks,

-- Thomas Tam --
Network Engineering
Email: thomas.tam at bellnexxia.com





From jesse at bestpractical.com  Thu Oct 25 12:59:56 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 25 Oct 2001 12:59:56 -0400
Subject: [rt-users] Ticket number per queue
In-Reply-To: <69B481AB2D5AD31181AD0008C72B5F810647ADB8@toroondc756>; from thomas.tam@bellnexxia.com on Thu, Oct 25, 2001 at 12:44:42PM -0400
References: <69B481AB2D5AD31181AD0008C72B5F810647ADB8@toroondc756>
Message-ID: <20011025125956.M4586@pallas.fsck.com>

Nope. Those id#s are used by the database for referential integrity.  Having
per-queue id sequences would be a major code change.

	Sorry,
	Jesse


On Thu, Oct 25, 2001 at 12:44:42PM -0400, Tam, Thomas wrote:
> Hi, 
> 
> I am recently setup the RT2 system to track the activities within our group.
> I have a questions about ticket ID number.
> 
> I have created numbers of queues, I have notice that the ID number is not
> per queue basis. The ID number will increment by one when you added the
> ticket. Is there any way to have it in per queue basis? Each queue has their
> own ticket ID numbering. 
> 
> Thanks,
> 
> -- Thomas Tam --
> Network Engineering
> Email: thomas.tam at bellnexxia.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 thomas.tam at bellnexxia.com  Thu Oct 25 15:18:34 2001
From: thomas.tam at bellnexxia.com (Tam, Thomas)
Date: Thu, 25 Oct 2001 15:18:34 -0400
Subject: [rt-users] Starting Tcket Number
Message-ID: <69B481AB2D5AD31181AD0008C72B5F810647ADBB@toroondc756>

Hi

Is there any way to change the Ticket ID number? For example the number
starts with 1000 instead of 1.

-- Thomas Tam --
CA*net 3 
Network Engineering
Tel: 613-785-0419
Fax: 613-234-7488
Email: thomas.tam at bellnexxia.com





From justis at opennms.org  Thu Oct 25 16:02:58 2001
From: justis at opennms.org (Justis Peters)
Date: Thu, 25 Oct 2001 16:02:58 -0400
Subject: [rt-users] Starting Tcket Number
In-Reply-To: <69B481AB2D5AD31181AD0008C72B5F810647ADBB@toroondc756>
References: <69B481AB2D5AD31181AD0008C72B5F810647ADBB@toroondc756>
Message-ID: <20011025200259.2C713146579@mail.opennms.org>

On Thursday 25 October 2001 03:18 pm, Tam, Thomas wrote:
> Hi
>
> Is there any way to change the Ticket ID number? For example the number
> starts with 1000 instead of 1.

Yes, depending on the DBMS you are using.  If you are using PostgreSQL, you 
would execute the following query from inside of psql:

select setval('tickets_id_seq', 1000);

Depending on the security you setup on PostgreSQL, you may have to 'su 
postgres' first and then run 'psql rt2'.  If you want it all on one command 
line, try the following.  It should execute the query in postgres and drop 
you back to the command line:

bash$ echo 'select setval('tickets_id_seq', 10);' | psql rt2

There should be something similar to this for MySQL users, but I don't know 
if MySQL uses sequences or not (perhaps somebody else knows?).

Before you set the sequence forward, be sure that you want it that high.  You 
can't set it backwards later without causing integrity violations on the 
primary key.

Enjoy, and have a good day!

Justis Peters
Oculan Corp.
justis at oculan.com




From cgilmore at tivoli.com  Thu Oct 25 16:40:29 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Thu, 25 Oct 2001 15:40:29 -0500
Subject: [rt-users] DB2 backend?
Message-ID: <000801c15d95$495349f0$69285492@tivoli.com>

Has anyone tried using DB2 as the backend to RT? If so, what success have
you had?

Regards,
Christian

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




From darrinw at nixc.net  Thu Oct 25 16:52:47 2001
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 25 Oct 2001 16:52:47 -0400
Subject: [rt-users] DB2 backend?
In-Reply-To: <000801c15d95$495349f0$69285492@tivoli.com>; from cgilmore@tivoli.com on Thu, Oct 25, 2001 at 03:40:29PM -0500
References: <000801c15d95$495349f0$69285492@tivoli.com>
Message-ID: <20011025165246.K197@nixc.net>

  |+ Has anyone tried using DB2 as the backend to RT? If so, what success have
  |+ you had?

No, but I would be interested in results as well.  A client was asking
recently if we knew of a ticketing system that supported DB2..

-darrin




From jesse at bestpractical.com  Thu Oct 25 17:10:15 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 25 Oct 2001 17:10:15 -0400
Subject: [rt-users] DB2 backend?:9
In-Reply-To: <000801c15d95$495349f0$69285492@tivoli.com>; from cgilmore@tivoli.com on Thu, Oct 25, 2001 at 03:40:29PM -0500
References: <000801c15d95$495349f0$69285492@tivoli.com>
Message-ID: <20011025171015.N4586@pallas.fsck.com>

Someone else inside IBM was porting it a number of months ago. I never heard
back about his final status. I'll see if I can dig up his email.


On Thu, Oct 25, 2001 at 03:40:29PM -0500, Christian Gilmore wrote:
> Has anyone tried using DB2 as the backend to RT? If so, what success have
> you had?
> 
> Regards,
> Christian
> 
> -----------------
> Christian Gilmore
> Team Lead
> Web Infrastructure & Tools
> IBM Software Group
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Thu Oct 25 17:11:06 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 25 Oct 2001 17:11:06 -0400
Subject: [rt-users] Starting Tcket Number
In-Reply-To: <20011025200259.2C713146579@mail.opennms.org>; from justis@opennms.org on Thu, Oct 25, 2001 at 04:02:58PM -0400
References: <69B481AB2D5AD31181AD0008C72B5F810647ADBB@toroondc756> <20011025200259.2C713146579@mail.opennms.org>
Message-ID: <20011025171106.O4586@pallas.fsck.com>

And for mysql, just insert a row into Tickets with an id of your new 
starting ID-1 and then delete that row.



On Thu, Oct 25, 2001 at 04:02:58PM -0400, Justis Peters wrote:
> On Thursday 25 October 2001 03:18 pm, Tam, Thomas wrote:
> > Hi
> >
> > Is there any way to change the Ticket ID number? For example the number
> > starts with 1000 instead of 1.
> 
> Yes, depending on the DBMS you are using.  If you are using PostgreSQL, you 
> would execute the following query from inside of psql:
> 
> select setval('tickets_id_seq', 1000);
> 
> Depending on the security you setup on PostgreSQL, you may have to 'su 
> postgres' first and then run 'psql rt2'.  If you want it all on one command 
> line, try the following.  It should execute the query in postgres and drop 
> you back to the command line:
> 
> bash$ echo 'select setval('tickets_id_seq', 10);' | psql rt2
> 
> There should be something similar to this for MySQL users, but I don't know 
> if MySQL uses sequences or not (perhaps somebody else knows?).
> 
> Before you set the sequence forward, be sure that you want it that high.  You 
> can't set it backwards later without causing integrity violations on the 
> primary key.
> 
> Enjoy, and have a good day!
> 
> Justis Peters
> Oculan Corp.
> justis at oculan.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 fisher at osiriscomm.com  Thu Oct 25 18:36:33 2001
From: fisher at osiriscomm.com (Eric Fisher)
Date: Thu, 25 Oct 2001 15:36:33 -0700 (PDT)
Subject: [rt-users] feature request
Message-ID: <Pine.LNX.4.33.0110251517230.1331-100000@anubis.osiriscomm.com>

I've been using RT v1 for almost two years now and one feature that I got
used to and can't quite figure out how to do in 2.0.8 is to CC a
person/group for a single comment/correspondance.

There are many times when people within the queue want to CC a sysadmin or
manager for assistance, a heads up, or mechanism for sharing resolutions
to issues.  The mechanism I see in RT2 requires setting a CC in the People
setup, sending the message, then removing the CC afterwards.  While I can
see that the People setup is useful, it can be time consuming to forward a
quick message this way.  It would much easier to be able to set a CC for 
the comment/correspondance in the Update Ticket field.

Does anybody know of a shortcut around setting up a one-time use CC or 
is this something that I'll have to ask for in a future version?  As I'm 
new to the structure of RT2, if I were to do this myself, where should I 
look to be able to modify both the GUI and the beavior of the mailer?

Thank you.

-Eric


-- 
Eric W. Fisher <fisher at osiriscomm.com> 
Osiris Communications, Inc. 
http://www.osiriscomm.com 
(877) 219-3708 (Office)
(209) 391-9306 (Fax)





From richard at ivision.co.uk  Fri Oct 26 12:09:44 2001
From: richard at ivision.co.uk (Richard Edgington)
Date: Fri, 26 Oct 2001 17:09:44 +0100 (BST)
Subject: [rt-users] import users script failure
Message-ID: <Pine.GSO.4.30.0110261658460.23359-100000@avengers>

Hi,

When running the import-1.0-to-2.0 script I get the following error: (to
console and /tmp/rt.log.<whichever>)

Couldn't load from the users database.
Can't call method "fetchrow" on an undefined value at
/usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Hand
le.pm line 352.

Searching the archives there is a similar complaint about this at Fri, 29
Jun 2001 16:17:23 -0700, but no conclusion was ever reached.

I am running FreeBSD 4.2-RELEASE
Can anyone help?

Thanks
Richard




From pxs3 at po.cwru.edu  Fri Oct 26 12:36:08 2001
From: pxs3 at po.cwru.edu (Paul "Froggy" Schneider)
Date: Fri, 26 Oct 2001 12:36:08 -0400
Subject: [rt-users] RT 2.0.8 install problems on OpenBSD
Message-ID: <013d01c15e3c$513ebf80$0a971681@cwru.edu>

Hey there,

I'm in the process of installing RT 2.0.8 on an OpenBSD 2.9 system.  I plan
on using RT with a postgres database hosted on the same machine as RT.

However, I am having problems installing some of the Perl modules:

Net::Domain
Net::SMTP
Apache::Session
DBD:Pg

Most of them error out in testing with extremely unhelpful error messages.

I was hoping maybe someone else had some experience with RT and OpenBSD and
could offer their experiences.

Thanks,

Froggy





From wright at nimm.com  Fri Oct 26 12:52:24 2001
From: wright at nimm.com (Mitchell Wright)
Date: Fri, 26 Oct 2001 12:52:24 -0400
Subject: [rt-users] RT 2.0.8 install problems on OpenBSD
In-Reply-To: <013d01c15e3c$513ebf80$0a971681@cwru.edu>
Message-ID: <B7FF0D08.2590C%wright@nimm.com>

Hi Froggy,

I have RT 2.0.7 installed under OpenBSD. Everything went fairly smooth but I
had to force install several modules through CPAN, some of which it said
were up to date.

Try running a force install on those modules to see if it helps. I am
running MySQL however, so I can not comment on Postgres.

Regards,

Mitchell

On 10/26/01 12:36 PM, "Paul "Froggy" Schneider" <pxs3 at po.cwru.edu> wrote:

> Hey there,
> 
> I'm in the process of installing RT 2.0.8 on an OpenBSD 2.9 system.  I plan
> on using RT with a postgres database hosted on the same machine as RT.
> 
> However, I am having problems installing some of the Perl modules:
> 
> Net::Domain
> Net::SMTP
> Apache::Session
> DBD:Pg
> 
> Most of them error out in testing with extremely unhelpful error messages.
> 
> I was hoping maybe someone else had some experience with RT and OpenBSD and
> could offer their experiences.
> 
> Thanks,
> 
> Froggy
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From feargal at thecia.ie  Fri Oct 26 13:59:34 2001
From: feargal at thecia.ie (Feargal Reilly)
Date: Fri, 26 Oct 2001 17:59:34 +0000
Subject: [rt-users] RT 2.0.8 install problems on OpenBSD
In-Reply-To: <013d01c15e3c$513ebf80$0a971681@cwru.edu>
References: <013d01c15e3c$513ebf80$0a971681@cwru.edu>
Message-ID: <20011026175934.7a771812.feargal@thecia.ie>

Have a close look at the output from 'perl Makefile.PL'.
Some of them will report dependencies early on, but that's lost among the 
rest of the junk, and doesn't report an error at the end.

I've some notes on http://www.helgrim.com/perlmodules/ about some of the
dependencies that I've noticed.
-Feargal.

Fri, 26 Oct 2001 12:36:08 -0400, "Paul \"Froggy\" Schneider" <pxs3 at po.cwru.edu> wrote:

> Hey there,
> 
> I'm in the process of installing RT 2.0.8 on an OpenBSD 2.9 system.  I plan
> on using RT with a postgres database hosted on the same machine as RT.
> 
> However, I am having problems installing some of the Perl modules:
> 
> Net::Domain
> Net::SMTP
> Apache::Session
> DBD:Pg
> 
> Most of them error out in testing with extremely unhelpful error messages.
> 
> I was hoping maybe someone else had some experience with RT and OpenBSD and
> could offer their experiences.
> 
> Thanks,
> 
> Froggy
> 
> 
> 
> _______________________________________________
> 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

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 187 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011026/9e39c2c2/attachment.sig>

From rhoppe at hoppe-dialog.de  Fri Oct 26 08:00:38 2001
From: rhoppe at hoppe-dialog.de (Ralph Hoppe)
Date: Fri, 26 Oct 2001 12:00:38 GMT
Subject: [rt-users] RT2.0.8 on Oracle 8.1.7
Message-ID: <20011026.12003809@d45ws003.hoppe.de>

Hi all,

I've successfully installed RT2 on Oracle 8.1.7. I'm using RedHat 6.2, 
perl 5.6.1, apache 1.3.22, DBD-Oracle-1.12, libapreq-0.31 (0.33 can not 
be compiled).

But ATTENTION: In SearchBuilder.pm you'll find in _DoSearch 

 $QueryString = "SELECT DISTINCT main.* ....

This is WRONG for tables with CLOB columns and other columns of new 
types. Delete the DISTINCT clause! Then it will work.

RALPH HOPPE



From Richard.E.Brown at DARTWARE.COM  Fri Oct 26 08:32:05 2001
From: Richard.E.Brown at DARTWARE.COM (Richard E. Brown)
Date: 26 Oct 2001 08:32:05 EDT
Subject: [rt-users] Re: Can't find fixdeps
Message-ID: <100954@blitz1.dartware.com>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011026/0a50ec1e/attachment.ksh>

From Rich.West at wesmo.com  Fri Oct 26 13:25:34 2001
From: Rich.West at wesmo.com (Rich West)
Date: Fri, 26 Oct 2001 13:25:34 -0400
Subject: [rt-users] import users script failure
References: <Pine.GSO.4.30.0110261658460.23359-100000@avengers>
Message-ID: <3BD99C8E.5070907@wesmo.com>

This might not help much, but mine went smoothly when I used Perl 
5.6.1..  It might be your Perl version..

-Rich


Richard Edgington wrote:

>Hi,
>
>When running the import-1.0-to-2.0 script I get the following error: (to
>console and /tmp/rt.log.<whichever>)
>
>Couldn't load from the users database.
>Can't call method "fetchrow" on an undefined value at
>/usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Hand
>le.pm line 352.
>
>Searching the archives there is a similar complaint about this at Fri, 29
>Jun 2001 16:17:23 -0700, but no conclusion was ever reached.
>
>I am running FreeBSD 4.2-RELEASE
>Can anyone help?
>
>Thanks
>Richard
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>

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






From bam at intrinsic.com  Fri Oct 26 13:28:48 2001
From: bam at intrinsic.com (Brian McClendon)
Date: Fri, 26 Oct 2001 10:28:48 -0700
Subject: [rt-users] Problem with taint checking and larger binary attachments
Message-ID: <20011026102848.A24223@intrinsic.com>

I have rt-2.0.7 installed on RH6.2 and am fighting with two
attachment issues.  One is a bug, the other a design need:

1) incoming customer mails with attachments sometimes work
and sometimes don't.  I can't figure out a pattern (except
perhaps failing ones are larger, but still much smaller
than the default 10M limit).  The messages I get in the 
rt.log.xxxx file when receiving a single 2.1M attachment are:

Insecure dependency in eval while running with -T switch at /usr/lib/perl5/site_perl/5.6.0/Text/Template.pm line 315, <STDIN> line 30256.
Insecure dependency in eval while running with -T switch at /usr/lib/perl5/site_perl/5.6.0/Text/Template.pm line 315, <STDIN> line 30256.

It would appear that somehow attachments are being taint
checked (and I can't see how to disable this, since nowhere
can I find it being enabled).

Also, the same file can't be attached thru the web interface.

2) There is no way to send an email correspondance to a customer
   that contains an attachment.  That seems wrong, but reading
   the rt-users history, that is the current design.  The last
   message I saw asked if the mod written by ?? met with Jesse's
   approval.  Does it?

BTW,  other than the large number of CPAN dependencies, setting 
up RT was very easy and it appears to be a VERY powerful 
product.  Good job!


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



From jesse at bestpractical.com  Fri Oct 26 13:30:13 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 26 Oct 2001 13:30:13 -0400
Subject: [rt-users] RT2.0.8 on Oracle 8.1.7
In-Reply-To: <20011026.12003809@d45ws003.hoppe.de>; from rhoppe@hoppe-dialog.de on Fri, Oct 26, 2001 at 12:00:38PM +0000
References: <20011026.12003809@d45ws003.hoppe.de>
Message-ID: <20011026133013.P4586@pallas.fsck.com>

There are actually a couple of more subtle, nasty issues with 
DBIx::SearchBuilder and oracle.  I wouldn't run RT on oracle in 
production without some major DBIx::SearchBuilder work.

	-j

On Fri, Oct 26, 2001 at 12:00:38PM +0000, Ralph Hoppe wrote:
> Hi all,
> 
> I've successfully installed RT2 on Oracle 8.1.7. I'm using RedHat 6.2, 
> perl 5.6.1, apache 1.3.22, DBD-Oracle-1.12, libapreq-0.31 (0.33 can not 
> be compiled).
> 
> But ATTENTION: In SearchBuilder.pm you'll find in _DoSearch 
> 
>  $QueryString = "SELECT DISTINCT main.* ....
> 
> This is WRONG for tables with CLOB columns and other columns of new 
> types. Delete the DISTINCT clause! Then it will work.
> 
> RALPH HOPPE
> 
> _______________________________________________
> 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 tom at LS.Berkeley.EDU  Fri Oct 26 13:50:57 2001
From: tom at LS.Berkeley.EDU (Tom Holub)
Date: Fri, 26 Oct 2001 10:50:57 -0700
Subject: [rt-users] Unpriv users viewing tickets on Web interface without password?
Message-ID: <20011026105057.A16609@ls.berkeley.edu>

I'm looking at installing rt 2.0.8 to replace our aging system based on req.
It looks good!  But I'm missing one bit of functionality, or at least I
haven't been able to figure out how to get it to work. I want "Everyone" to
be able to create tickets (which works), and I also want Everyone to be able
to look up tickets by ticket number.  The SelfService "Display" interface
looks like it's close to what I want, but I can't see a way to allow people
to use it without a login and password.

Also, I'd like to be able to allow such users to look up tickets by ticket
number without giving them permission to see the whole queue.  Is that
possible?

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



From sikora at inova.com.br  Fri Oct 26 16:40:37 2001
From: sikora at inova.com.br (Rodolfo Sikora)
Date: 26 Oct 2001 17:40:37 -0300
Subject: [rt-users] Attachments don't work.
Message-ID: <20011026194040.5917.qmail@tequila.inova.com.br>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011026/dad9acc0/attachment.ksh>

From jesse at bestpractical.com  Fri Oct 26 15:58:32 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 26 Oct 2001 15:58:32 -0400
Subject: [rt-users] Attachments don't work.
In-Reply-To: <20011026194040.5917.qmail@tequila.inova.com.br>; from sikora@inova.com.br on Fri, Oct 26, 2001 at 05:40:37PM -0300
References: <20011026194040.5917.qmail@tequila.inova.com.br>
Message-ID: <20011026155832.S4586@pallas.fsck.com>

That's not a terribly useful bugreport.  As far as I know attachments work 
just fine in 2.0.8.


On Fri, Oct 26, 2001 at 05:40:37PM -0300, Rodolfo Sikora wrote:
> Hi There, I'm using 2.0.8 and Attachments don't work at all.
> is this a known bug?
> What should I do to solve this problem?
> 
> 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 kip.cranford at pgamapd.com  Fri Oct 26 16:09:54 2001
From: kip.cranford at pgamapd.com (Kip Cranford)
Date: Fri, 26 Oct 2001 16:09:54 -0400
Subject: [rt-users] Attachments don't work. 
In-Reply-To: Your message of "26 Oct 2001 17:40:37 -0300."
             <20011026194040.5917.qmail@tequila.inova.com.br> 
Message-ID: <200110262009.f9QK9sS08900@gondor.apd.com>

On: 26 Oct 2001 17:40:37 -0300 "Rodolfo Sikora" wrote:

>Hi There, I'm using 2.0.8 and Attachments don't work at all.
>is this a known bug?
>What should I do to solve this problem?
>

There have been discussions on this list not too long ago about issues
with attachments.  Search the archives for the threads.

Remember that documents are attached to tickets, and are not sent in a
correspondence, i.e. if you are replying to a requestor and attach a
file via the UI, the email to the requestor does not contain the
attachment.  However, the _ticket_ does.   This can make it appear that
attachments are not working correctly.

Also, if your attachments are large (say over 1MB), and you use MySQL,
you may need to increase the MySQL variable "max_allowed_packet".  If
the size of the attachment is larger than that MySQL parameter, the
attachment will (silently) _not_ be attached to your ticket.

--kip



From sikora at inova.com.br  Fri Oct 26 17:30:18 2001
From: sikora at inova.com.br (Rodolfo Sikora)
Date: 26 Oct 2001 18:30:18 -0300
Subject: [rt-users] RT - Attachments
Message-ID: <20011026203021.8660.qmail@tequila.inova.com.br>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011026/4817c4f5/attachment.ksh>

From kip.cranford at pgamapd.com  Fri Oct 26 16:34:08 2001
From: kip.cranford at pgamapd.com (Kip Cranford)
Date: Fri, 26 Oct 2001 16:34:08 -0400
Subject: [rt-users] Attachments don't work. 
In-Reply-To: Your message of "26 Oct 2001 18:20:54 -0300."
             <20011026202102.8197.qmail@tequila.inova.com.br> 
Message-ID: <200110262034.f9QKY8S11015@gondor.apd.com>

On: 26 Oct 2001 18:20:54 -0300 "Rodolfo Sikora" wrote:

>Hi There, 
>
>	Ok, I got it.
>
>	Attachments really work, but they are not sent to requestor by email, and this is normal.
>
>	Fine, but is there a way to send them by email to requestor? (I think this is very important, bu
t I'm only one :) )
>	

There's no way to do it within RT, I don't think.  You could just do it
manually....

I'm not sure what the plan is for this type of functionality in later
versions of RT.  There were some hints given by Jesse in some of those
earlier threads on how to hack this functionality into 2.0.8 if you're
bold.

--kip




From jesse at bestpractical.com  Fri Oct 26 16:48:44 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 26 Oct 2001 16:48:44 -0400
Subject: [rt-users] Attachments don't work.
In-Reply-To: <200110262034.f9QKY8S11015@gondor.apd.com>; from kip.cranford@pgamapd.com on Fri, Oct 26, 2001 at 04:34:08PM -0400
References: <20011026202102.8197.qmail@tequila.inova.com.br> <200110262034.f9QKY8S11015@gondor.apd.com>
Message-ID: <20011026164844.U4586@pallas.fsck.com>

Code was recently contributed to do this.  I'll try to get it up into /contrib
this weekend.


On Fri, Oct 26, 2001 at 04:34:08PM -0400, Kip Cranford wrote:
> On: 26 Oct 2001 18:20:54 -0300 "Rodolfo Sikora" wrote:
> 
> >Hi There, 
> >
> >	Ok, I got it.
> >
> >	Attachments really work, but they are not sent to requestor by email, and this is normal.
> >
> >	Fine, but is there a way to send them by email to requestor? (I think this is very important, bu
> t I'm only one :) )
> >	
> 
> There's no way to do it within RT, I don't think.  You could just do it
> manually....
> 
> I'm not sure what the plan is for this type of functionality in later
> versions of RT.  There were some hints given by Jesse in some of those
> earlier threads on how to hack this functionality into 2.0.8 if you're
> bold.
> 
> --kip
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From john.castillo at cnp-tech.com  Fri Oct 26 16:57:42 2001
From: john.castillo at cnp-tech.com (John Castillo)
Date: 26 Oct 2001 13:57:42 -0700
Subject: [rt-users] replying to a ticket
Message-ID: <1004129862.20428.33.camel@playpen.amplified.com>

hello,

i'm playing with RT and i opened a ticket.  from the web interface,
after "Display"ing the ticket i am now "Reply"ing.  seems to work fine,
with the EXCEPTION that i cannot add additional email CC:, Queue CC:, or
Admin CC:.  if i remember correctly, you could do this in RT1.  the
fields are grayed out... apparently there is no field text box to even
type email addresses.

why?
well if i'm the guy that fields this ticket, and i need to pass the
ticket along to someone that is OUTSIDE of the RT system, then i might
want to reply to the ticket, and include him in that reply.  i would
also NOT WANT the Requestor of the ticket to see his email account.  

ideas?

john.




From skritz01 at emerald.tufts.edu  Fri Oct 26 17:01:11 2001
From: skritz01 at emerald.tufts.edu (Sheeri Kritzer)
Date: Fri, 26 Oct 2001 17:01:11 -0400 (EDT)
Subject: [rt-users] long lines on email submission...
In-Reply-To: <15255.52014.166078.127830@onceler.kciLink.com>
Message-ID: <Pine.OSF.4.32.0110261659530.22674-100000@emerald.tufts.edu>

Dumb question on this one:

If I do something like this, and then upgrade, say from 2.0.7 to 2.0.8,
are my changes lost?

Any way to avoid that loss??

-Sheeri

On Thu, 6 Sep 2001, Vivek Khera wrote:

> >>>>> "ARK" == Ayan R Kayal <ayan.kayal at yale.edu> writes:
>
> ARK> the message they write, requiring the watchers to scroll to the
> ARK> right to see what the user wrote. Does anyone know of an easy fix
> ARK> for this?
>
> Fix your web form to have a wrapped text box, usually something like
> this:
>
> <textarea NAME=whatever WRAP=HARD>
>
> Unfortunately, Opera5 seems not to want to do the hard-returns in the
> line wrap, but every other browser I try does.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>

Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
skritz01 at emerald.tufts.edu




From jesse at bestpractical.com  Fri Oct 26 17:09:32 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 26 Oct 2001 17:09:32 -0400
Subject: [rt-users] long lines on email submission...
In-Reply-To: <Pine.OSF.4.32.0110261659530.22674-100000@emerald.tufts.edu>; from skritz01@emerald.tufts.edu on Fri, Oct 26, 2001 at 05:01:11PM -0400
References: <15255.52014.166078.127830@onceler.kciLink.com> <Pine.OSF.4.32.0110261659530.22674-100000@emerald.tufts.edu>
Message-ID: <20011026170932.W4586@pallas.fsck.com>

If you take a copy of the html template and dump it in 

/path/to/rt/local/WebRT/html/path/to/htmlfile/File.html,

it will override the RT default component without impeding your ability to update. Of course, if the component changes between releases, you'll want to remerge
your changes.

	-j


On Fri, Oct 26, 2001 at 05:01:11PM -0400, Sheeri Kritzer wrote:
> Dumb question on this one:
> 
> If I do something like this, and then upgrade, say from 2.0.7 to 2.0.8,
> are my changes lost?
> 
> Any way to avoid that loss??
> 
> -Sheeri
> 
> On Thu, 6 Sep 2001, Vivek Khera wrote:
> 
> > >>>>> "ARK" == Ayan R Kayal <ayan.kayal at yale.edu> writes:
> >
> > ARK> the message they write, requiring the watchers to scroll to the
> > ARK> right to see what the user wrote. Does anyone know of an easy fix
> > ARK> for this?
> >
> > Fix your web form to have a wrapped text box, usually something like
> > this:
> >
> > <textarea NAME=whatever WRAP=HARD>
> >
> > Unfortunately, Opera5 seems not to want to do the hard-returns in the
> > line wrap, but every other browser I try does.
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> 
> Sheeri Kritzer
> Systems Administrator
> University Systems Group
> Tufts University
> 617-627-3925
> skritz01 at emerald.tufts.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 ayan.kayal at yale.edu  Fri Oct 26 17:12:55 2001
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Fri, 26 Oct 2001 17:12:55 -0400
Subject: [rt-users] long lines on email submission...
In-Reply-To: <20011026170932.W4586@pallas.fsck.com>
Message-ID: <NDBBLGIJILLPLMJHFAFACEKMCJAA.ayan.kayal@yale.edu>

Yeah. I've been using a local copy of CVS to solve such problems. If you
look in the CVS docs for "Third Party Sources" (i.e. Jesse), it tells you
how to do it. I wished I had used it when upgrading before. It works like a
charm. :)

O-                         ~ARK

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> Sent: Friday, October 26, 2001 5:10 PM
>
> If you take a copy of the html template and dump it in
>
> /path/to/rt/local/WebRT/html/path/to/htmlfile/File.html,
>
> it will override the RT default component without impeding your
> ability to update. Of course, if the component changes between
> releases, you'll want to remerge
> your changes.
>
> 	-j
>
> On Fri, Oct 26, 2001 at 05:01:11PM -0400, Sheeri Kritzer wrote:
> > Dumb question on this one:
> >
> > If I do something like this, and then upgrade, say from 2.0.7 to 2.0.8,
> > are my changes lost?
> >
> > Any way to avoid that loss??
> >
> > -Sheeri
> >
> > On Thu, 6 Sep 2001, Vivek Khera wrote:
> >
> > > >>>>> "ARK" == Ayan R Kayal <ayan.kayal at yale.edu> writes:
> > >
> > > ARK> the message they write, requiring the watchers to scroll to the
> > > ARK> right to see what the user wrote. Does anyone know of an easy fix
> > > ARK> for this?
> > >
> > > Fix your web form to have a wrapped text box, usually something like
> > > this:
> > >
> > > <textarea NAME=whatever WRAP=HARD>




From bam at intrinsic.com  Fri Oct 26 18:38:06 2001
From: bam at intrinsic.com (Brian McClendon)
Date: Fri, 26 Oct 2001 15:38:06 -0700
Subject: [rt-users] Problem with taint checking and larger binary attachments
In-Reply-To: <20011026102848.A24223@intrinsic.com>; from bam@intrinsic.com on Fri, Oct 26, 2001 at 10:28:48AM -0700
References: <20011026102848.A24223@intrinsic.com>
Message-ID: <20011026153806.A18327@intrinsic.com>

On  0, Brian McClendon <bam at intrinsic.com> wrote:
> 
> I have rt-2.0.7 installed on RH6.2 and am fighting with two
> attachment issues.  One is a bug, the other a design need:
> 
> 1) incoming customer mails with attachments sometimes work
> and sometimes don't.  I can't figure out a pattern (except
> perhaps failing ones are larger, but still much smaller
> than the default 10M limit).  The messages I get in the 
> rt.log.xxxx file when receiving a single 2.1M attachment are:
> 
> Insecure dependency in eval while running with -T switch at /usr/lib/perl5/site_perl/5.6.0/Text/Template.pm line 315, <STDIN> line 30256.
> Insecure dependency in eval while running with -T switch at /usr/lib/perl5/site_perl/5.6.0/Text/Template.pm line 315, <STDIN> line 30256.
> 
> It would appear that somehow attachments are being taint
> checked (and I can't see how to disable this, since nowhere
> can I find it being enabled).

Kip's answer to another question turned out to be the solution to
this:

tank> cat /etc/my.cnf
[mysqld]
set-variable = max_allowed_packet=16M

The default was 1Mbyte.

Thanks Kip!

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



From Richard.E.Brown at DARTWARE.COM  Thu Oct 25 21:23:12 2001
From: Richard.E.Brown at DARTWARE.COM (Richard E. Brown)
Date: 25 Oct 2001 21:23:12 EDT
Subject: [rt-users] Can't find fixdeps
Message-ID: <100895@blitz1.dartware.com>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011025/bf49011f/attachment.ksh>

From john.castillo at cnp-tech.com  Fri Oct 26 15:25:36 2001
From: john.castillo at cnp-tech.com (John Castillo)
Date: 26 Oct 2001 12:25:36 -0700
Subject: [rt-users] simple: replying to a ticket
Message-ID: <1004124336.20428.27.camel@playpen.amplified.com>

hello,

i'm playing with RT and i opened a ticket.  from the web interface,
after "Display"ing the ticket i am now "Reply"ing.  seems to work fine,
with the EXCEPTION that i cannot add additional email CC:, Queue CC:, or
Admin CC:.  if i remember correctly, you could do this in RT1.  the
fields are grayed out... apparently there is no field text box to even
type email addresses.

why?
well if i'm the guy that fields this ticket, and i need to pass the
ticket along to someone that is OUTSIDE of the RT system, then i might
want to reply to the ticket, and include him in that reply.  i would
also NOT WANT the Requestor of the ticket to see his email account.  

ideas?

john.






From Pharding at workplaceIQ.com  Fri Oct 26 17:07:05 2001
From: Pharding at workplaceIQ.com (Paul Harding)
Date: Fri, 26 Oct 2001 17:07:05 -0400
Subject: [rt-users] Editing Default Fields
Message-ID: <A3D4416C249A68428D89BA794CC709D14E274E@waltham_02.workplaceiq.com>

Can someone please tell me if you can edit RT's default keywords (such as
the STATUS) and where you would do that?

I can't find any documentation or resources on this.

Thanks,

Paul Harding
CustomerCare Manager, WorkplaceIQ
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011026/33529856/attachment.htm>

From ray at lctn.k12.mn.us  Sat Oct 27 22:09:54 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Sat, 27 Oct 2001 19:09:54 -0700
Subject: [rt-users] Having trouble with make install
Message-ID: <00b001c15f55$a345bd00$a344a43f@xtratyme.com>

I have attempted to do an RT install, but I am getting an error. I end up with an extra /bin in some paths. I do not know enough to know where it is pulling this info from. I have included my edited Make file, and the error message I get. 


Any help would be appreciated

Raymond Norton
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011027/8ff8d0ce/attachment.htm>
-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: Makefile.txt
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011027/8ff8d0ce/attachment.txt>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: rt.log
Type: application/octet-stream
Size: 1639 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011027/8ff8d0ce/attachment.obj>

From pdh at lineo.com  Sat Oct 27 19:59:24 2001
From: pdh at lineo.com (Phil Homewood)
Date: Sun, 28 Oct 2001 09:59:24 +1000
Subject: [rt-users] Having trouble with make install
In-Reply-To: <00b001c15f55$a345bd00$a344a43f@xtratyme.com>
References: <00b001c15f55$a345bd00$a344a43f@xtratyme.com>
Message-ID: <20011028095924.D26035@moreton.com.au>

Raymond Norton wrote:
> I have attempted to do an RT install, but I am getting an error. I
> end up with an extra /bin in some paths. I do not know enough to know
> where it is pulling this info from. I have included my edited Make file,
> and the error message I get.

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

There. You want that to be /usr.



From ray at lctn.k12.mn.us  Sun Oct 28 00:19:02 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Sat, 27 Oct 2001 21:19:02 -0700
Subject: [rt-users] make dropdb  error
Message-ID: <00cf01c15f67$ad79dec0$a344a43f@xtratyme.com>

I am fixing my Makefile and needed to erase a failed install, but I get thew following error. Anyone know how to get past this?

Dropping mysql database rt2.
DBD::mysql::db do failed: Access denied for user: 'root at localhost' to database '
rt2' at /usr/lib/perl5/site_perl/5.6.0/DBIx/DataSource/Driver.pm line 77, <STDIN
> line 2.
Access denied for user: 'root at localhost' to database 'rt2' at /usr/lib/perl5/sit
e_perl/5.6.0/DBIx/DataSource/Driver.pm line 77, <STDIN> line 2.                
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011027/680f63f3/attachment.htm>

From jesse at bestpractical.com  Sun Oct 28 01:49:10 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 28 Oct 2001 01:49:10 -0400
Subject: [rt-users] make dropdb  error
In-Reply-To: <00cf01c15f67$ad79dec0$a344a43f@xtratyme.com>; from ray@lctn.k12.mn.us on Sat, Oct 27, 2001 at 09:19:02PM -0700
References: <00cf01c15f67$ad79dec0$a344a43f@xtratyme.com>
Message-ID: <20011028014910.B4586@pallas.fsck.com>

You typed the wrong password, presumably


On Sat, Oct 27, 2001 at 09:19:02PM -0700, Raymond Norton wrote:
> I am fixing my Makefile and needed to erase a failed install, but I get thew following error. Anyone know how to get past this?
> 
> Dropping mysql database rt2.
> DBD::mysql::db do failed: Access denied for user: 'root at localhost' to database '
> rt2' at /usr/lib/perl5/site_perl/5.6.0/DBIx/DataSource/Driver.pm line 77, <STDIN
> > line 2.
> Access denied for user: 'root at localhost' to database 'rt2' at /usr/lib/perl5/sit
> e_perl/5.6.0/DBIx/DataSource/Driver.pm line 77, <STDIN> line 2.                

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



From teo.dehesselle-BROKENADDRESS at uts.edu.au  Sun Oct 28 01:40:16 2001
From: teo.dehesselle-BROKENADDRESS at uts.edu.au (Teo de Hesselle)
Date: Sun, 28 Oct 2001 16:40:16 +1100
Subject: [rt-users] feature request
References: <Pine.LNX.4.33.0110251517230.1331-100000@anubis.osiriscomm.com>
Message-ID: <3BDB9A40.7574EF0@uts.edu.au>

Eric Fisher wrote:
> 
> Does anybody know of a shortcut around setting up a one-time use CC or
> is this something that I'll have to ask for in a future version?  As I'm
> new to the structure of RT2, if I were to do this myself, where should I
> look to be able to modify both the GUI and the beavior of the mailer?

We have one group who does a lot of this - we basically did this:

Copy WebRT/Ticket/Update.html and Display.html to the local directory,
then add the Element 'EditPeople' into the html code of your 'local' copy:

$ diff Update.html /usr/local/rt2/WebRT/html/Ticket/Update.html
62,64d61
< <& /Elements/TitleBoxEnd &>
< <& /Elements/TitleBoxStart, title => 'People',width => "100%", color=>
"#333399" &>
< <& Elements/EditPeople, Ticket => $Ticket, UserField => $UserField,
UserString => $UserString, UserOp => $UserOp &>
67d63
<
114,116d109
< $UserField => undef
< $UserOp => undef
< $UserString => undef


Then, add the update logic into the INIT section of the Display.html:

$ diff Display.html /usr/local/rt2/WebRT/html/Ticket/Display.html
133,135d132
< my @wresults = ProcessTicketWatchers( TicketObj => $Ticket, ARGSRef =>
\%ARGS);
< push @Actions, @wresults;

We further customised our Ticket/Elements/EditPeople page, so that in
addition to two text input forms, we also have a Select for commonly used
addresses.

-- 
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  Sun Oct 28 10:47:29 2001
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Sun, 28 Oct 2001 07:47:29 -0800
Subject: [rt-users] adding info to httpd.conf
Message-ID: <010801c15fc7$d9d91de0$a344a43f@xtratyme.com>

Is there any special location to add this info into httpd.conf, or can it be placed anywhere?

<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>

Raymond
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011028/8a06761c/attachment.htm>

From gregs at Intellstat.com  Sun Oct 28 12:36:08 2001
From: gregs at Intellstat.com (Greg Smythe)
Date: Sun, 28 Oct 2001 09:36:08 -0800
Subject: [rt-users] adding info to httpd.conf
Message-ID: <41257DB9CD3CD311BE92006008A52B2522EC59@mail.intellstat.com>

Usually at the bottom of the file. Make sure you define NameVirtualHost
somewhere in the config file too..
 
 




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


-----Original Message-----
From: Raymond Norton [mailto:ray at lctn.k12.mn.us] 
Sent: Sunday, October 28, 2001 7:47 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] adding info to httpd.conf


Is there any special location to add this info into httpd.conf, or can it be
placed anywhere?
 
<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>

Raymond

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011028/f1559307/attachment.htm>

From larsen at appeal.se  Mon Oct 29 03:33:29 2001
From: larsen at appeal.se (Staffan Larsen)
Date: Mon, 29 Oct 2001 09:33:29 +0100
Subject: [rt-users] Re: RT - Attachments
References: <20011026203021.8660.qmail@tequila.inova.com.br>
Message-ID: <3BDD1459.6E10B9DE@jrockit.com>

Hi,

I implemented the feature and it works fine. You can find the code and
the discussion from earlier this month at:
  http://lists.fsck.com/pipermail/rt-users/2001-October/004721.html

/Staffan

Rodolfo Sikora wrote:
> 
> Hi There,
> 
>         I was reading RT-USERS Archives and found your emails about attachments going away with correspondence.
>         Did you have any progress trying to implemente this feature?
>         Thanks.
> 
> Rodolfo Sikora - Desenvolvimento e Opera??o
> 
> Departamento de Opera??es e Tecnologia
> 
> Inova Tecnologias - http://www.inova.com.br

--
Appeal Virtual Machines - Makers of JRockit
http://www.jrockit.com/



From oparkhou at atg.com  Mon Oct 29 09:30:09 2001
From: oparkhou at atg.com (Oliver Parkhouse)
Date: Mon, 29 Oct 2001 14:30:09 -0000
Subject: [rt-users] web gui
Message-ID: <IMEGJGPHAJKEEHGDGMEDAEDNCFAA.oparkhou@atg.com>

installing rt version 1 and i am getting the error on the web interface
error 403 You don't have permission to access /rt/ on this server.

where do i set the permissions? Is in within apache or rt?
Thanks

Oliver Parkhouse, MCSE, CCA
IT Support
ATG
+44 118 9565008
+44 7876 703036




From justis at opennms.org  Mon Oct 29 09:42:12 2001
From: justis at opennms.org (Justis Peters)
Date: Mon, 29 Oct 2001 09:42:12 -0500
Subject: [rt-users] web gui
In-Reply-To: <IMEGJGPHAJKEEHGDGMEDAEDNCFAA.oparkhou@atg.com>
References: <IMEGJGPHAJKEEHGDGMEDAEDNCFAA.oparkhou@atg.com>
Message-ID: <20011029144212.30446146694@mail.opennms.org>

If it's an error 403, that is an HTTP specific code.  Therefore, the problem 
is probably in the Apache setup and you are never getting to the files for RT.

Find out which user apache is running RT as and confirm that that user has 
read permissions against the files in /rt/.  If you aren't too far into 
installing, you may want to consider editing your makefile and building the 
install again.  There's a good chance that you have the wrong user and group 
listed for web access.

Good luck!

On Monday 29 October 2001 09:30 am, Oliver Parkhouse wrote:
> installing rt version 1 and i am getting the error on the web interface
> error 403 You don't have permission to access /rt/ on this server.
>
> where do i set the permissions? Is in within apache or rt?
> Thanks
>
> Oliver Parkhouse, MCSE, CCA
> IT Support
> ATG
> +44 118 9565008
> +44 7876 703036
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From alesh at sportina.si  Mon Oct 29 09:44:55 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Mon, 29 Oct 2001 15:44:55 +0100
Subject: [rt-users] web gui
References: <IMEGJGPHAJKEEHGDGMEDAEDNCFAA.oparkhou@atg.com>
Message-ID: <3BDD6B67.1000902@sportina.si>

What are the permission on the RT directory?

How did you setup your httpd.conf?

As which user is apache running, which group?

A.

Oliver Parkhouse wrote:

>installing rt version 1 and i am getting the error on the web interface
>error 403 You don't have permission to access /rt/ on this server.
>
>where do i set the permissions? Is in within apache or rt?
>Thanks
>
>Oliver Parkhouse, MCSE, CCA
>IT Support
>ATG
>+44 118 9565008
>+44 7876 703036
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>







From alesh at sportina.si  Mon Oct 29 10:14:47 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Mon, 29 Oct 2001 16:14:47 +0100
Subject: [rt-users] web gui
References: <IMEGJGPHAJKEEHGDGMEDOEDNCFAA.oparkhou@atg.com>
Message-ID: <3BDD7267.5070503@sportina.si>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011029/2381ea2c/attachment.htm>

From frank.wagner at phenomedia.de  Mon Oct 29 10:31:30 2001
From: frank.wagner at phenomedia.de (Frank Wagner)
Date: Mon, 29 Oct 2001 16:31:30 +0100
Subject: [rt-users] Queue members, sending mail
Message-ID: <785F575425D46F47B9A11F53856BA690215C41@exchange01-bo.intern.phenomedia.com>


Hello,

can i turn of mail notifications to requestors. I just want Queue members
comments to be mailed. With the "reply" function i can answer requestors.
I'm using rt-1.0.7.

Frank
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011029/7360098c/attachment.htm>

From alesh at sportina.si  Mon Oct 29 10:44:29 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Mon, 29 Oct 2001 16:44:29 +0100
Subject: [rt-users] Queue members, sending mail
References: <785F575425D46F47B9A11F53856BA690215C41@exchange01-bo.intern.phenomedia.com>
Message-ID: <3BDD795D.3080701@sportina.si>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011029/0d946f70/attachment.htm>

From jesse at bestpractical.com  Mon Oct 29 10:46:11 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 29 Oct 2001 10:46:11 -0500
Subject: [rt-users] Queue members, sending mail
In-Reply-To: <785F575425D46F47B9A11F53856BA690215C41@exchange01-bo.intern.phenomedia.com>; from frank.wagner@phenomedia.de on Mon, Oct 29, 2001 at 04:31:30PM +0100
References: <785F575425D46F47B9A11F53856BA690215C41@exchange01-bo.intern.phenomedia.com>
Message-ID: <20011029104611.D4586@pallas.fsck.com>

Not with RT 1.0.  With RT 2.0.x, it's trivial.


On Mon, Oct 29, 2001 at 04:31:30PM +0100, Frank Wagner wrote:
> 
> Hello,
> 
> can i turn of mail notifications to requestors. I just want Queue members
> comments to be mailed. With the "reply" function i can answer requestors.
> I'm using rt-1.0.7.
> 
> Frank

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



From oparkhou at atg.com  Mon Oct 29 11:11:37 2001
From: oparkhou at atg.com (Oliver Parkhouse)
Date: Mon, 29 Oct 2001 16:11:37 -0000
Subject: [rt-users] atexit@@GLIBC_2.0
Message-ID: <IMEGJGPHAJKEEHGDGMEDEEDPCFAA.oparkhou@atg.com>

ok next problem
when installing perl 5 i am getting the following error
:

/usr/lib/gcc-lib/i386-redhat-linux/2.96/../../../libndbm.so: undefined
reference
 to `atexit@@GLIBC_2.0'
but havent found how to solve the problem.
Does anyone know hoe to overcome this?
without perl i cant install rt

Oliver Parkhouse, MCSE, CCA
IT Support
ATG
+44 118 9565008
+44 7876 703036




From jdeberry at townnews.com  Mon Oct 29 11:55:55 2001
From: jdeberry at townnews.com (John DeBerry)
Date: Mon, 29 Oct 2001 10:55:55 -0600
Subject: [rt-users] Changing the email address that RT sends from
Message-ID: <JDEMKKMKMAAPCNHIBFLGAEOECLAA.jdeberry@townnews.com>

Hello!

Currently, when a customer receives an email from our RT (ver 2.0.7), the

From jesse at bestpractical.com  Mon Oct 29 12:13:27 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 29 Oct 2001 12:13:27 -0500
Subject: [rt-users] Changing the email address that RT sends from
In-Reply-To: <JDEMKKMKMAAPCNHIBFLGAEOECLAA.jdeberry@townnews.com>; from jdeberry@townnews.com on Mon, Oct 29, 2001 at 10:55:55AM -0600
References: <JDEMKKMKMAAPCNHIBFLGAEOECLAA.jdeberry@townnews.com>
Message-ID: <20011029121327.G4586@pallas.fsck.com>

You want to take a look at lib/RT/Action/SendEmail.pm

	-j


On Mon, Oct 29, 2001 at 10:55:55AM -0600, John DeBerry wrote:
> Hello!
> 
> Currently, when a customer receives an email from our RT (ver 2.0.7), the
> From field in their email client looks like this:
> 
> mail [mail at sub.ourserver.net]; on behalf of; John Doe via RT
> [requests at ourdomain.com]
> 
> The only problem is, some recipients' ISPs do not like the first part of the
> from field (mail at sub.ourserver.net). It never arrives there at all.
> 
> My question is this: Is there a way to configure RT so the From field
> becomes only this instead:
> 
> John Doe via RT [requests at ourdomain.com]
> 
> 
> Thanks for any help you guys might offer!
> 
> John DeBerry
> 
> 
> _______________________________________________
> 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  Mon Oct 29 14:03:07 2001
From: jdeberry at townnews.com (John DeBerry)
Date: Mon, 29 Oct 2001 13:03:07 -0600
Subject: [rt-users] Changing the email address that RT sends from
In-Reply-To: <20011029121327.G4586@pallas.fsck.com>
Message-ID: <JDEMKKMKMAAPCNHIBFLGEEOGCLAA.jdeberry@townnews.com>

Thanks!

I found this line describing the From line:

$self->SetHeader('From', "$friendly_name via RT <$replyto>");

Since there is no mention of "mail [mail at sub.ourserver.net]; on behalf of;"
anywhere in the file (or seemingly in any file), do you guys think there is
a configuration I need to do on the sendmail side of things to make this
work?

Any help or direction would be appreciated. :)

Thanks again,

John DeBerry

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> Sent: Monday, October 29, 2001 11:13 AM
> To: John DeBerry
> Cc: RT-Users ML
> Subject: Re: [rt-users] Changing the email address that RT sends from
>
>
> You want to take a look at lib/RT/Action/SendEmail.pm
>
> 	-j
>
>
> On Mon, Oct 29, 2001 at 10:55:55AM -0600, John DeBerry wrote:
> > Hello!
> >
> > Currently, when a customer receives an email from our RT (ver
> 2.0.7), the
> > From field in their email client looks like this:
> >
> > mail [mail at sub.ourserver.net]; on behalf of; John Doe via RT
> > [requests at ourdomain.com]
> >
> > The only problem is, some recipients' ISPs do not like the
> first part of the
> > from field (mail at sub.ourserver.net). It never arrives there at all.
> >
> > My question is this: Is there a way to configure RT so the From field
> > becomes only this instead:
> >
> > John Doe via RT [requests at ourdomain.com]
> >
> >
> > Thanks for any help you guys might offer!
> >
> > John DeBerry
> >
> >
> > _______________________________________________
> > 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 gilbert at 8020softwaretools.com  Mon Oct 29 09:12:32 2001
From: gilbert at 8020softwaretools.com (Steve Gilbert)
Date: Mon, 29 Oct 2001 06:12:32 -0800 (PST)
Subject: [rt-users] RT install documentation error?
Message-ID: <Pine.LNX.4.21.0110290605050.9183-100000@rc.explosive.net>

Hi folks,
	This is in the install instructions that are on
http://www.helgrim.com/rtdocs/installation.html:

7.2.2 using a seperate webserver with mod_proxypass
  Set up an apache process which binds itself to a high port on 127.0.0.1.
  Set the following values in RT's config.pm:
  TODO: insert values from fsck.com/rt2/ here.
  On your main apache webserver, install mod_proxypass and add the
     directive:

     ProxyPass /rt/  http://localhost:<port>/rt/

...I assume something should be there instead of that TODO: line?
Can anyone point me in the right direction with this?  I'm trying
to install RT2 on a Mandrake 8 system with the httpd and httpd-perl
processes, and I'm not able to get things working correctly.  When
I go to http://localhost/rt2/, I just get a bunch of header statements
such as:

<& /Elements/Header, Title=>"Start page", Refresh =>
$session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab =>
'' &> 

...everything compiled fine with RT (after a few attempts, anyway), so
I'm sure this just config and/or Apache problem.  Thanks for any help.

Steve Gilbert
80/20 Software Tools





From jesse at bestpractical.com  Mon Oct 29 17:23:13 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 29 Oct 2001 17:23:13 -0500
Subject: [rt-users] RT install documentation error?
In-Reply-To: <Pine.LNX.4.21.0110290605050.9183-100000@rc.explosive.net>; from gilbert@8020softwaretools.com on Mon, Oct 29, 2001 at 06:12:32AM -0800
References: <Pine.LNX.4.21.0110290605050.9183-100000@rc.explosive.net>
Message-ID: <20011029172313.I4586@pallas.fsck.com>

In addition to setting up your front end webserver with the ProxyPass
statement,

you need to configure the backend web server as described in the 
section detailing how to set up RT on a webserver with mod_perl.

	-j


On Mon, Oct 29, 2001 at 06:12:32AM -0800, Steve Gilbert wrote:
> Hi folks,
> 	This is in the install instructions that are on
> http://www.helgrim.com/rtdocs/installation.html:
> 
> 7.2.2 using a seperate webserver with mod_proxypass
>   Set up an apache process which binds itself to a high port on 127.0.0.1.
>   Set the following values in RT's config.pm:
>   TODO: insert values from fsck.com/rt2/ here.
>   On your main apache webserver, install mod_proxypass and add the
>      directive:
> 
>      ProxyPass /rt/  http://localhost:<port>/rt/
> 
> ...I assume something should be there instead of that TODO: line?
> Can anyone point me in the right direction with this?  I'm trying
> to install RT2 on a Mandrake 8 system with the httpd and httpd-perl
> processes, and I'm not able to get things working correctly.  When
> I go to http://localhost/rt2/, I just get a bunch of header statements
> such as:
> 
> <& /Elements/Header, Title=>"Start page", Refresh =>
> $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab =>
> '' &> 
> 
> ...everything compiled fine with RT (after a few attempts, anyway), so
> I'm sure this just config and/or Apache problem.  Thanks for any help.
> 
> Steve Gilbert
> 80/20 Software 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 gilbert at 8020softwaretools.com  Mon Oct 29 09:33:59 2001
From: gilbert at 8020softwaretools.com (Steve Gilbert)
Date: Mon, 29 Oct 2001 06:33:59 -0800 (PST)
Subject: [rt-users] RT install documentation error?
In-Reply-To: <20011029172313.I4586@pallas.fsck.com>
Message-ID: <Pine.LNX.4.21.0110290630080.9198-100000@rc.explosive.net>

On Mon, 29 Oct 2001, Jesse Vincent wrote:

> In addition to setting up your front end webserver with the ProxyPass
> statement,
> 
> you need to configure the backend web server as described in the 
> section detailing how to set up RT on a webserver with mod_perl.

That's what I've done, Jesse, but does anything special need to
be added to config.pm?  The line below seems to indicate this.
Thanks a lot for your help!

> > 7.2.2 using a seperate webserver with mod_proxypass
> >   Set up an apache process which binds itself to a high port on 127.0.0.1.
> >   Set the following values in RT's config.pm:
> >   TODO: insert values from fsck.com/rt2/ here.

Steve Gilbert
80/20 Software Tools





From jesse at bestpractical.com  Mon Oct 29 17:44:36 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 29 Oct 2001 17:44:36 -0500
Subject: [rt-users] RT install documentation error?
In-Reply-To: <Pine.LNX.4.21.0110290630080.9198-100000@rc.explosive.net>; from gilbert@8020softwaretools.com on Mon, Oct 29, 2001 at 06:33:59AM -0800
References: <20011029172313.I4586@pallas.fsck.com> <Pine.LNX.4.21.0110290630080.9198-100000@rc.explosive.net>
Message-ID: <20011029174436.J4586@pallas.fsck.com>

It shouldn't.  The fsck.com values referred to are just that we have a really "interesting" setup here.  It _sounds_ like the RT config on the high-port apache is not right.  The stuff you're seeing is what you'd see if the mod_perl handler was not configured.

	-j
 


On Mon, Oct 29, 2001 at 06:33:59AM -0800, Steve Gilbert wrote:
> On Mon, 29 Oct 2001, Jesse Vincent wrote:
> 
> > In addition to setting up your front end webserver with the ProxyPass
> > statement,
> > 
> > you need to configure the backend web server as described in the 
> > section detailing how to set up RT on a webserver with mod_perl.
> 
> That's what I've done, Jesse, but does anything special need to
> be added to config.pm?  The line below seems to indicate this.
> Thanks a lot for your help!
> 
> > > 7.2.2 using a seperate webserver with mod_proxypass
> > >   Set up an apache process which binds itself to a high port on 127.0.0.1.
> > >   Set the following values in RT's config.pm:
> > >   TODO: insert values from fsck.com/rt2/ here.
> 
> Steve Gilbert
> 80/20 Software Tools
> 
> 
> 

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



From ttp at mdcl.com.cn  Mon Oct 29 22:08:24 2001
From: ttp at mdcl.com.cn (ttp)
Date: Tue, 30 Oct 2001 11:08:24 +0800
Subject: [rt-users] Why  my escalation scrips not working?
Message-ID: <005901c160f0$24110fc0$0204080a@mdcl.com.cn>


Hi,

Could you please give any words on Escalation Scrips? 

I installed all relating rt-addons modules(ScripConditions, 
ScripActions and escalator). 

Escalation Priority is working correctly(Priority value 
is changing from Initial value to Final value). 

ScripConditions(IfPriorityExceeds25,IfPriorityExceeds50,...)
are appearing in the Web Admin menu, and I can create some 
Scrips with them. 

But these Escalation Scrips are not working(not sending to 
                     ------ --- --- -------
proper user).

Any suggestions will be much appreciated.

Thanks.

Tom


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011030/8abc1b7b/attachment.htm>

From mohan_p_m at yahoo.com  Tue Oct 30 02:23:33 2001
From: mohan_p_m at yahoo.com (Mohan Reddy P)
Date: Mon, 29 Oct 2001 23:23:33 -0800 (PST)
Subject: [rt-users] webrt with /etc/passwd
Message-ID: <20011030072333.43773.qmail@web11407.mail.yahoo.com>

Hi ,

  I installed rt-1.0.7 version in Redhat linux 6.2.I
want to synchronise users with /etc/passwd file.
Is there any way to sync the file with webrt users
Thanks in Advancs

Mohan REddy P

__________________________________________________
Do You Yahoo!?
Make a great connection at Yahoo! Personals.
http://personals.yahoo.com



From frank.wagner at phenomedia.com  Tue Oct 30 06:16:57 2001
From: frank.wagner at phenomedia.com (Frank Wagner)
Date: Tue, 30 Oct 2001 12:16:57 +0100
Subject: [rt-users] Update 1.0.7 to 2.0.9
Message-ID: <785F575425D46F47B9A11F53856BA690257920@exchange01-bo.intern.phenomedia.com>




Is it possible to take over the database from 1.0.7? 
What is the best way to upgrade.


Frank

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011030/dd59b9a4/attachment.htm>

From alesh at sportina.si  Tue Oct 30 07:17:07 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Tue, 30 Oct 2001 13:17:07 +0100
Subject: [rt-users] Update 1.0.7 to 2.0.9
References: <785F575425D46F47B9A11F53856BA690257920@exchange01-bo.intern.phenomedia.com>
Message-ID: <3BDE9A43.3070106@sportina.si>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011030/04695594/attachment.htm>

From alesh at sportina.si  Tue Oct 30 08:06:56 2001
From: alesh at sportina.si (Alesh Mustar)
Date: Tue, 30 Oct 2001 14:06:56 +0100
Subject: AW: [rt-users] Update 1.0.7 to 2.0.9
References: <785F575425D46F47B9A11F53856BA690215C49@exchange01-bo.intern.phenomedia.com>
Message-ID: <3BDEA5F0.5030408@sportina.si>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011030/d06fd569/attachment.htm>

From stephen at acgroup.ucsc.edu  Tue Oct 30 09:18:10 2001
From: stephen at acgroup.ucsc.edu (stephen at acgroup.ucsc.edu)
Date: Tue, 30 Oct 2001 06:18:10 -0800 (PST)
Subject: [rt-users] Rebuild MySQL DB files
Message-ID: <Pine.GSO.4.31.0110300614230.7792-100000@cavecanem.ucsc.edu>


We lost the mysql directory on our server but I had a backup,
unfortunately the backup was corrupted when it attempted to
restore the files "mysql/var/rt/transactions.{ISD,ISM,MYD,MYI}

Is there a way to rebuild or regenerate these files?  The 'rt'
directory is fine and fully intact.

Thanks for whatever help anyone can offer, I am off to see what
I can figure out.



Stephen Hauskins
Academic Computing Group
Natural Sciences Division

"Blow, blow, thou winter wind,
 Thou art not so unkind
 As man's ingratitude;"




From Rich.West at wesmo.com  Tue Oct 30 09:50:33 2001
From: Rich.West at wesmo.com (Rich West)
Date: Tue, 30 Oct 2001 09:50:33 -0500
Subject: AW: [rt-users] Update 1.0.7 to 2.0.9
References: <785F575425D46F47B9A11F53856BA690215C49@exchange01-bo.intern.phenomedia.com> <3BDEA5F0.5030408@sportina.si>
Message-ID: <3BDEBE39.4010502@wesmo.com>

Well, I can toss in my recent experiences since I finally got this 
particular client to upgrade.

Upgrading the DB was, more-or-less, a piece of cake.  The upgrade script 
worked like a charm, but, keep in mind, this is time consumuing.  I was 
dealing with a relatively small database (2000 tickets) and it took 
perhaps 15 minutes (sheer guess.. I don't honestly remember, but it 
wasn't instantaneously).

Configuring the web server was the real key.  The Solaris server here 
really objected to having mod_perl compiled in (I still have yet to 
figure out why).  I opt'ed to go with the FastCGI implementation for 
three reasons: (1) smaller apache binary, (2) easily compiled as a DSO, 
and (3) it worked. :)

Finally, you have to remember that RT has a new method of group and user 
permissions.  You _must_ go through the configuration pages (I still get 
lost in there) to confirm both the group permissions for each queue as 
well as the individual user permissions.  For some reason, with this 
client, all of the RT "users" got lumped into the "AdminCC" group, which 
seemed kind of silly.  *shrug*.

Oh, yes, and you have to remember to set up your "Scrips" on each of the 
queues.  If you want the requestor to get an autoreply upon creation of 
the ticket, then this step is a must.

All-in-all, the upgrade was smooth.  However, what I am trying to 
impress upon you is to appropriately schedule DOWNTIME in order to do 
this migration.  I personally went through the extra effort of figuring 
out just how to install and configure RT2 on the same machine that RT1 
was running on without killing the RT1 installation.  That way, I could 
easily upgrade the database, update the apache httpd.conf file, and 
restart the server and reduce the overall downtime..

-Rich


> Frank Wagner wrote:
>
>>  
>>
>>     -----Urspr?ngliche Nachricht-----
>>     Von: rt-users-admin at lists.fsck.com
>>     <mailto:rt-users-admin at lists.fsck.com> [
>>     mailto:rt-users-admin at lists.fsck.com ] Im Auftrag von Alesh Mustar
>>     Gesendet: Dienstag, 30. Oktober 2001 13:17
>>     An: rt-users
>>     Betreff: Re: [rt-users] Update 1.0.7 to 2.0.9
>>
>>     Have you even read the README of 2.x?
>>     The FAQ?
>>      
>>
>>      
>>
>>     Yes i did. But i want t o hear some things about  upgrading.
>>
>>      
>>
>>     Frank
>>
>>      
>>
>>      
>>
>
> _______________________________________________ rt-users mailing list 
> rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users 


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






From cgilmore at tivoli.com  Tue Oct 30 13:51:47 2001
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Tue, 30 Oct 2001 12:51:47 -0600
Subject: [rt-users] DBIx::SearchBuilder version compatability
Message-ID: <000701c16173$ee69d0d0$69285492@tivoli.com>

Jesse, et al:

Are there any known compatability issues with the latest
DBIx::SearchBuilder (0.46, I believe) and rt-2.0.4? I'm planning to
upgrade, but I'd like to get the enhanced SearchBuilder online first. I'm
currently running SearchBuild 0.42-test1.

Regards,
Christian

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




From jesse at bestpractical.com  Tue Oct 30 16:12:50 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 30 Oct 2001 16:12:50 -0500
Subject: [rt-users] DBIx::SearchBuilder version compatability
In-Reply-To: <000701c16173$ee69d0d0$69285492@tivoli.com>; from cgilmore@tivoli.com on Tue, Oct 30, 2001 at 12:51:47PM -0600
References: <000701c16173$ee69d0d0$69285492@tivoli.com>
Message-ID: <20011030161250.O4586@pallas.fsck.com>

There shouldn't be any compatibility issues between 0.42 and 0.46.

	-j


On Tue, Oct 30, 2001 at 12:51:47PM -0600, Christian Gilmore wrote:
> Jesse, et al:
> 
> Are there any known compatability issues with the latest
> DBIx::SearchBuilder (0.46, I believe) and rt-2.0.4? I'm planning to
> upgrade, but I'd like to get the enhanced SearchBuilder online first. I'm
> currently running SearchBuild 0.42-test1.
> 
> Regards,
> Christian
> 
> -----------------
> Christian Gilmore
> Team Lead
> Web Infrastructure & Tools
> IBM Software Group
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From david at micro-prince.com  Tue Oct 30 17:49:43 2001
From: david at micro-prince.com (David Fletcher)
Date: Tue, 30 Oct 2001 17:49:43 -0500
Subject: [rt-users] Quick poll in support of RT2
Message-ID: <01ea01c16195$2b0dca70$0ac8a8c0@david>

Hi,
We are using RT2 here with much success,  but we have a client that wants us
to install and support Blue Ocean's Track-It! Enterprise.  We are not
thrilled with the idea, and where wondering what kind of response we could
give to help them See The Light.

Here is a copy of his email:
/----------------------Begin Quote--------------------\
Since we had a lengthy discussion on how to track and monitor help desk work
orders for Coastal and others, lemme throw in my two cents (or less)
worth...

My vote goes towards Blue Ocean's Track-It! Enterprise for the following
reasons:

1)  It's already in use as the Standard version (nearly two years now).

2)  We don't have to recreate a wheel - it's already available with all the
features we've discussed for only $500 - $1500.

3)  Integrates inventory, purchasing, training and others.

4)  Runs on MS SQL or Oracle 8i/9i engines.

5)  Includes Crystal Reports 8 Pro with manuals, along with many pre-built
reports.

6)  Web interface.

7)  E'mail forms notifications.

I love the concept of creating a customized help desk solution using
non-standard software and OS's.  However, with time and money being critical
factors for any startup, I don't think this is necessarily the best use of
our time.  Of course we can all make our own desk and chairs, but why when
we can buy them inexpensively.

My official vote is to not recreate a cheap wheel.
\-----------------End Quote--------------------------/

As you can see by the last paragraph, this client has bought into some FUD.
We already have RT2 up and running and it works very well, but I think he is
under the impression that it would take huge amounts of time and effort to
implement, which we know not to be true.

Any thoughts appreciated.

__________________________________________

David Fletcher
Micro-Prince Computers
(904)721-0867
(904)721-1253 fax
http://www.micro-prince.com (business)
http://www.mahonri.org (personal)
__________________________________________





From khera at kcilink.com  Tue Oct 30 22:00:32 2001
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 30 Oct 2001 22:00:32 -0500
Subject: [rt-users] Quick poll in support of RT2
In-Reply-To: <01ea01c16195$2b0dca70$0ac8a8c0@david>
References: <01ea01c16195$2b0dca70$0ac8a8c0@david>
Message-ID: <15327.26960.221135.82434@yertle.kciLink.com>

>>>>> "DF" == David Fletcher <david at micro-prince.com> writes:

DF> As you can see by the last paragraph, this client has bought into
DF> some FUD.  We already have RT2 up and running and it works very
DF> well, but I think he is under the impression that it would take
DF> huge amounts of time and effort to implement, which we know not to
DF> be true.

Obviously, he's stuck on price.  Give him the price of implementing RT
vs. implementing his solution.  Include labor, training, and continued
upgrades, for 3 years.  If RT comes out cheaper, you're all set.

But does RT solve all of his requirements?  In particular, how would
one do inventory with RT?



From jesse at bestpractical.com  Wed Oct 31 01:34:07 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 31 Oct 2001 01:34:07 -0500
Subject: [rt-users] [rt-announce] RT 2.0.8_01 - CRITICAL SECURITY FIX
Message-ID: <20011031013407.S4586@pallas.fsck.com>

Earlier today, I was alerted to a security vulnerability in RT's command
line administration tool, rtadmin by Jay Kramer at Mojomole.com.

The vulnerability, as Jay discovered, allows _local_ shell users to access
RT's commandline administrative tool with RT superuser permissions. If you
have local shell users who have access to execute the RT binaries but who are 
not trusted administrators, you MUST upgrade to RT 2.0.8_01 as soon as humanly
possible.

Until you upgrade, we recommend that you disable the rtadmin program by
executing the following command:

	chmod 000 /path/to/rt/bin/rtadmin

RT 2.0.8_01 is immediately available from:

	ftp://ftp.fsck.com/pub/rt/release/rt-2-0-8_01.tar.gz

A diff between RT 2.0.8 and RT 2.0.8_01 is attached to this message.

Thanks very much to Jay Kramer for his quick and professional handling of 
this vulnerability report.

	Jesse Vincent
	Best Practical Solutions, LLC


-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
-------------- next part --------------
Index: Makefile
===================================================================
RCS file: /raid/cvsroot/rt/Makefile,v
retrieving revision 1.90.2.262
diff -u -r1.90.2.262 Makefile
--- Makefile	2001/10/04 06:01:10	1.90.2.262
+++ Makefile	2001/10/31 05:50:09
@@ -6,7 +6,7 @@
 
 RT_VERSION_MAJOR	=	2
 RT_VERSION_MINOR	=	0
-RT_VERSION_PATCH	=	8
+RT_VERSION_PATCH	=	8-01
 
 
 RT_VERSION =	$(RT_VERSION_MAJOR).$(RT_VERSION_MINOR).$(RT_VERSION_PATCH)
Index: bin/rt
===================================================================
RCS file: /raid/cvsroot/rt/bin/Attic/rt,v
retrieving revision 1.1.2.35
diff -u -r1.1.2.35 rt
--- bin/rt	2001/10/01 03:03:57	1.1.2.35
+++ bin/rt	2001/10/31 05:50:10
@@ -28,6 +28,10 @@
 #Get the current user all loaded
 my $CurrentUser = GetCurrentUser();
 
+unless ($CurrentUser->Id) {
+	print "No RT user found. Please consult your RT administrator.\n";
+	exit(1);
+}
 
 
 # {{{ commandline flags 
Index: bin/rt-mailgate
===================================================================
RCS file: /raid/cvsroot/rt/bin/Attic/rt-mailgate,v
retrieving revision 1.1.2.19
diff -u -r1.1.2.19 rt-mailgate
--- bin/rt-mailgate	2001/08/23 23:49:18	1.1.2.19
+++ bin/rt-mailgate	2001/10/31 05:50:10
@@ -93,6 +93,12 @@
 #Get us a current user object.
 my $CurrentUser = GetCurrentUser($head, $entity, $ErrorsTo);
 
+# We've already performed a warning and sent the mail off to somewhere safe ($RTOwner).
+#  this is _exceedingly_ unlikely but we don't want to keep going if we don't have a current user
+
+unless ($CurrentUser->Id) {
+	exit(1);
+}
 
 my $MessageId = $head->get('Message-Id') || 
   "<no-message-id-".time.rand(2000)."\@.$RT::rtname>";
Index: bin/rtadmin
===================================================================
RCS file: /raid/cvsroot/rt/bin/Attic/rtadmin,v
retrieving revision 1.1.2.18
diff -u -r1.1.2.18 rtadmin
--- bin/rtadmin	2001/08/22 03:17:26	1.1.2.18
+++ bin/rtadmin	2001/10/31 05:50:11
@@ -28,6 +28,13 @@
 #Get the current user all loaded
 my $CurrentUser = GetCurrentUser();
 
+unless ($CurrentUser->Id) {
+        print "No RT user found. Please consult your RT administrator.\n";   
+        exit(1);
+}
+
+
+
 
 PickMode();
 
Index: lib/RT/Interface/CLI.pm
===================================================================
RCS file: /raid/cvsroot/rt/lib/RT/Interface/Attic/CLI.pm,v
retrieving revision 1.1.2.6
diff -u -r1.1.2.6 CLI.pm
--- lib/RT/Interface/CLI.pm	2001/07/12 03:16:38	1.1.2.6
+++ lib/RT/Interface/CLI.pm	2001/10/31 05:50:11
@@ -124,8 +124,7 @@
     $CurrentUser->LoadByGecos($Gecos);
     
     unless ($CurrentUser->Id) {
-	$CurrentUser = $RT::Nobody;
-	$RT::Logger->debug("No user with a unix login of '$Gecos' was found. Continuing in unprivileged mode.\n");
+	$RT::Logger->debug("No user with a unix login of '$Gecos' was found. ");
     }
     return($CurrentUser);
 }
Index: lib/RT/Interface/Email.pm
===================================================================
RCS file: /raid/cvsroot/rt/lib/RT/Interface/Attic/Email.pm,v
retrieving revision 1.1.2.53
diff -u -r1.1.2.53 Email.pm
--- lib/RT/Interface/Email.pm	2001/10/01 06:42:30	1.1.2.53
+++ lib/RT/Interface/Email.pm	2001/10/31 05:50:11
@@ -372,12 +372,10 @@
 	    
 	    my $Message = "Sender's email address was not found in the user database.";
 
-	    $CurrentUser->Load($RT::Nobody->Id);
-
 	    # {{{  This code useful only if you've defined an AutoRejectRequest template
 	    
 	    require RT::Template;
-	    my $template = new RT::Template($CurrentUser);
+	    my $template = new RT::Template($RT::Nobody);
 	    $template->Load('AutoRejectRequest');
 	    $Message = $template->Content || $Message;
 	    
@@ -421,10 +419,14 @@
 	$CurrentUser->LoadByEmail($Address);
 	
 	unless ($CurrentUser->id) {
-	    $RT::Logger->warning("Couldn't load user '$Address'.".
-				 " Defaulting to nobody\n");
+	    $RT::Logger->warning("Couldn't load user '$Address'.".  "giving up");
+		MailError( To => $ErrorsTo,
+			   Subject => "User could not be loaded",
+			   Explanation => "User  '$Address' could not be loaded in the mail gateway",
+			   MIMEObj => $entity,
+			   LogLevel => 'crit'
+			 );
 	    
-	    $CurrentUser->Load($RT::Nobody->Id);
 	}
     }
  

From Rehan at nha.co.za  Wed Oct 31 07:18:24 2001
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Wed, 31 Oct 2001 14:18:24 +0200
Subject: [rt-users] notification when my ticket is stolen
Message-ID: <FD2EC577E876CA418D08460A64646FBD0112447D@titan.nha.co.za>

Hi everyone,

Some of my users request that they be notified when their tickets are stolen
from them.  I have never realised that the ex-owner would not be notified.
There does not seem to be provision for this in the scrips.  Apparently they
were notified in RT1.

Has anyone got this implemented, or is it actually not supported at present?
This could be a nice extra in future versions ...

Thanks in advance.

Regards,

Rehan van der Merwe
Neil Harvey & Associates (Pty) Ltd
rehan at nha.co.za
Tel:  +27 21 6709237
Fax: +27 21 6709337




From chris.walker at band-x.net  Wed Oct 31 10:29:44 2001
From: chris.walker at band-x.net (chris walker)
Date: Wed, 31 Oct 2001 15:29:44 +0000
Subject: [rt-users] Rebuild MySQL DB files
References: <Pine.GSO.4.31.0110300614230.7792-100000@cavecanem.ucsc.edu>
Message-ID: <3BE018E8.7000408@band-x.net>

Hi,

If you actually have any data from the backup, it may be worth trying 
th mysql utility ismchk. This will try to repair your ISM files.

look at http://www.mysql.com/doc/R/e/Repair.html

HTH,

c walker


stephen at acgroup.ucsc.edu wrote:

> 
> We lost the mysql directory on our server but I had a backup,
> unfortunately the backup was corrupted when it attempted to
> restore the files "mysql/var/rt/transactions.{ISD,ISM,MYD,MYI}
> 
> Is there a way to rebuild or regenerate these files?  The 'rt'
> directory is fine and fully intact.
> 
> Thanks for whatever help anyone can offer, I am off to see what
> I can figure out.
> 
> 
> 
> Stephen Hauskins
> Academic Computing Group
> Natural Sciences Division
> 
> "Blow, blow, thou winter wind,
>  Thou art not so unkind
>  As man's ingratitude;"
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From rmillisl at enel.ucalgary.ca  Wed Oct 31 11:44:17 2001
From: rmillisl at enel.ucalgary.ca (Randy Millis (Lists Acct.))
Date: Wed, 31 Oct 2001 09:44:17 -0700
Subject: [rt-users] Best Redhat Platform for RT?
Message-ID: <AKEJLAPLCLNMDJCPCBFKEEFJCAAA.rmillisl@enel.ucalgary.ca>

What is the best Redhat platform for RT? 6.2 or 7.1 i386?



Randy Millis
Network Administrator
Electrical and Computer Engineering
University of Calgary
2500 University Dr. N.W.
Calgary, Alberta 
Canada T2N 1N4
Tel: 403-220-4864  Fax: 403-282-6855
rmillis at enel.ucalgary.ca
http://www.enel.ucalgary.ca/

=======================================================================
If you are making an Electrical and Computer Engineering Department
help or service request please use the web form at
http://www.enel.ucalgary.ca/prssform.html or e-mail help at enel.ucalgary.ca.
=======================================================================




From scott at xs4all.nl  Wed Oct 31 11:54:12 2001
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Wed, 31 Oct 2001 17:54:12 +0100
Subject: [rt-users] Best Redhat Platform for RT?
In-Reply-To: <AKEJLAPLCLNMDJCPCBFKEEFJCAAA.rmillisl@enel.ucalgary.ca>
References: <AKEJLAPLCLNMDJCPCBFKEEFJCAAA.rmillisl@enel.ucalgary.ca>
Message-ID: <20011031175412.C2897@xs4all.nl>

Zei Randy Millis (Lists Acct.) (rmillisl at enel.ucalgary.ca):

> What is the best Redhat platform for RT? 6.2 or 7.1 i386?
> 
> 
> 

Just to make things difficult; Debian.

I say that because of the many number of dependencies that are required
for RT -- it was extremely easy to apt-get whatever was needed, which
kept the versions all in sync with other perl modules I needed.  Indeed,
RT1 even has a .deb I think (didn't catch one for RT2, however).

If you must use RedHat, go with 7.2.

</opinion>

Scott





From rmillisl at enel.ucalgary.ca  Wed Oct 31 11:46:10 2001
From: rmillisl at enel.ucalgary.ca (Randy Millis (Lists Acct.))
Date: Wed, 31 Oct 2001 09:46:10 -0700
Subject: [rt-users] Migrating from RT 1.0.7 Solaris to RT 2 on Linux
Message-ID: <AKEJLAPLCLNMDJCPCBFKMEFJCAAA.rmillisl@enel.ucalgary.ca>

Anyone have a suggested migration strategy for moving my RT installation
from RT 1.0.7 on Solaris 7 to RT 2 on Linux?



Randy Millis
Network Administrator
Electrical and Computer Engineering
University of Calgary
2500 University Dr. N.W.
Calgary, Alberta
Canada T2N 1N4
Tel: 403-220-4864  Fax: 403-282-6855
rmillis at enel.ucalgary.ca
http://www.enel.ucalgary.ca/

=======================================================================
If you are making an Electrical and Computer Engineering Department
help or service request please use the web form at
http://www.enel.ucalgary.ca/prssform.html or e-mail help at enel.ucalgary.ca.
=======================================================================




From russj at dimstar.net  Wed Oct 31 13:06:10 2001
From: russj at dimstar.net (Russ Johnson)
Date: Wed, 31 Oct 2001 10:06:10 -0800 (PST)
Subject: [rt-users] Multiple attachments on one email
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD0112447D@titan.nha.co.za>
Message-ID: <Pine.LNX.4.33.0110311001090.16188-100000@sthelens.dimstar.net>

I've just noticed something on 2.0.7.

We had someone send an email that contained two attachments. 

The first attachment was included with the ticket in the database. 

The second attachment name is included in the ticket body, but the 
attachment itself is not attached to the ticket.

I've verified that the sender did in fact send two attachments, and both 
made it to us. The email goes to both RT and a secondary email address. 
The same email at the secondary email address has both attachments. 

It appears that RT didn't attach the second attachment. 

If so, this doesn't sound like correct behavior.

Ideas?

-- 
"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 jesse at bestpractical.com  Wed Oct 31 13:58:33 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 31 Oct 2001 13:58:33 -0500
Subject: [rt-users] Multiple attachments on one email
In-Reply-To: <Pine.LNX.4.33.0110311001090.16188-100000@sthelens.dimstar.net>; from russj@dimstar.net on Wed, Oct 31, 2001 at 10:06:10AM -0800
References: <FD2EC577E876CA418D08460A64646FBD0112447D@titan.nha.co.za> <Pine.LNX.4.33.0110311001090.16188-100000@sthelens.dimstar.net>
Message-ID: <20011031135833.D15725@pallas.fsck.com>

That doesn't sound right.  how big was the second attachment?


On Wed, Oct 31, 2001 at 10:06:10AM -0800, Russ Johnson wrote:
> I've just noticed something on 2.0.7.
> 
> We had someone send an email that contained two attachments. 
> 
> The first attachment was included with the ticket in the database. 
> 
> The second attachment name is included in the ticket body, but the 
> attachment itself is not attached to the ticket.
> 
> I've verified that the sender did in fact send two attachments, and both 
> made it to us. The email goes to both RT and a secondary email address. 
> The same email at the secondary email address has both attachments. 
> 
> It appears that RT didn't attach the second attachment. 
> 
> If so, this doesn't sound like correct behavior.
> 
> Ideas?
> 
> -- 
> "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
> 
> 
> _______________________________________________
> 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  Wed Oct 31 13:59:20 2001
From: travis.campbell at amd.com (Travis Campbell)
Date: Wed, 31 Oct 2001 12:59:20 -0600
Subject: [rt-users] Non privileged users and SeeQueue ACL question
Message-ID: <20011031125920.F26511@beast.amd.com>

We're testing rt2.0.8 and noticed a peculiar issue with the SeeQueue right.

We have the following test queues:

	general
	Crisis
	PrivateQueue

The ACL's are configured as follows:

Global:
	Everyone can
		CreateTicket
		ReplyToTicket
		ShowTicket
		ShowTicketComments
	Requestor can
		CommentOnTickets
		CreateTicket
		ReplyToTicket
		ShowTicket
		ShowTicketComments
		Watch
		ModifyTicket
		SeeQueue

Queue:
	general queue
		Everyone can
			SeeQueue
	Crisis queue
		Everyone can
			SeeQueue
	PrivateQueue queue
		No specific queue level rights are granted (Global rights
		intervene here).

We only want non-privileged users to be able to see the general and Crisis
queue when submitting via the web.  The PrivateQueue is where tickets get moved
to so the staff can work on them.

The issue that we're seeing is that when a non-privileged user views his open
ticket via the SelfService interface, the only queue names that ever show up
are general and Crisis.  This causes the SelfService interface to give output
like:

* Wed Oct 31 11:50:07 2001 travis - Queue changed from general to Crisis
* Wed Oct 31 11:50:07 2001 travis - Queue changed from Crisis to 
* Wed Oct 31 11:50:07 2001 travis - Queue changed from to

Why doesn't the SeeQueue right in Global->Requestor take over here and let us
see the queue name?  The only way we can see the queue name is if we grant
Global->Everyone the right to SeeQueue, but this isn't what we want.

If I'm being hazy on bits here, please let me know and I'll try to provide
a fuller description of our setup.

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 russj at dimstar.net  Wed Oct 31 14:18:25 2001
From: russj at dimstar.net (Russ Johnson)
Date: Wed, 31 Oct 2001 11:18:25 -0800 (PST)
Subject: [rt-users] Multiple attachments on one email
In-Reply-To: <20011031135833.D15725@pallas.fsck.com>
Message-ID: <Pine.LNX.4.33.0110311116310.16188-100000@sthelens.dimstar.net>

It's almost 2 megs. I'll go looking for the setting on how large an 
attachment can be. 

On Wed, 31 Oct 2001, Jesse Vincent wrote:

> That doesn't sound right.  how big was the second attachment?

-- 
"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 kip.cranford at pgamapd.com  Wed Oct 31 14:27:53 2001
From: kip.cranford at pgamapd.com (Kip Cranford)
Date: Wed, 31 Oct 2001 14:27:53 -0500
Subject: [rt-users] Multiple attachments on one email 
In-Reply-To: Your message of "Wed, 31 Oct 2001 11:18:25 PST."
             <Pine.LNX.4.33.0110311116310.16188-100000@sthelens.dimstar.net> 
Message-ID: <200110311927.f9VJRrS08949@gondor.apd.com>

On: Wed, 31 Oct 2001 11:18:25 PST Russ Johnson wrote:

>It's almost 2 megs. I'll go looking for the setting on how large an 
>attachment can be. 
>

The default MySQL "packet" size is set to 1MB, I believe.  You can
change this with the max_allowed_packet variable.  

MySQL is the culprit here -- up that variable and restart MySQL to fix
it.

--kip



From russj at dimstar.net  Wed Oct 31 14:41:41 2001
From: russj at dimstar.net (Russ Johnson)
Date: Wed, 31 Oct 2001 11:41:41 -0800 (PST)
Subject: [rt-users] Multiple attachments on one email 
In-Reply-To: <200110311927.f9VJRrS08949@gondor.apd.com>
Message-ID: <Pine.LNX.4.33.0110311137530.16188-100000@sthelens.dimstar.net>

OK, where would I change that variable? 

Thanks in advance! 

On Wed, 31 Oct 2001, Kip Cranford wrote:

> On: Wed, 31 Oct 2001 11:18:25 PST Russ Johnson wrote:
> 
> >It's almost 2 megs. I'll go looking for the setting on how large an 
> >attachment can be. 
> >
> 
> The default MySQL "packet" size is set to 1MB, I believe.  You can
> change this with the max_allowed_packet variable.  
> 
> MySQL is the culprit here -- up that variable and restart MySQL to fix
> it.

-- 
"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 kip.cranford at pgamapd.com  Wed Oct 31 14:50:31 2001
From: kip.cranford at pgamapd.com (Kip Cranford)
Date: Wed, 31 Oct 2001 14:50:31 -0500
Subject: [rt-users] Multiple attachments on one email 
In-Reply-To: Your message of "Wed, 31 Oct 2001 11:41:41 PST."
             <Pine.LNX.4.33.0110311137530.16188-100000@sthelens.dimstar.net> 
Message-ID: <200110311950.f9VJoVS10937@gondor.apd.com>

On: Wed, 31 Oct 2001 11:41:41 PST Russ Johnson wrote:

>OK, where would I change that variable? 
>
>Thanks in advance! 
>

The easiest way is to set up a MySQL config file (usually called my.cnf
in /etc/) and specify the variable there:

set-variable = max_allowed_packet=5M

There should be sample my.cnf files in the MySQL distribution that you
can use...

--kip



From isaac at cerzan.com  Wed Oct 31 14:57:12 2001
From: isaac at cerzan.com (Isaac Hopkins)
Date: Wed, 31 Oct 2001 13:57:12 -0600
Subject: [rt-users] Problems on a new install sending mail to rt2
Message-ID: <3BE05798.C6822D74@cerzan.com>

Hello,
I have a new install of RT2 2.0.8, on freebsd 4.4, everything is working
fine except when I send mail to rt@  I get a message bounced back.

Here is the error that bounces back

   ----- The following addresses had permanent fatal errors -----
"|/usr/local/rt2/bin/rt-mailgate --queue general --action correspond"
    (reason: 255)
    (expanded from: <rt at rt.state.net>)


   ----- Transcript of session follows -----
Can't do setuid
554 5.3.0 unknown mailer error 255


Here is the mode of the rt-mailgate program

-rwxr-sr-x  1 root  rt      5160 Oct 27 11:23 mason_handler.fcgi
-rwxr-sr-x  1 root  rt      4654 Oct 27 11:23 mason_handler.scgi
-rwxr-sr-x  1 root  rt     29650 Oct 27 11:23 rt
-rwxr-sr-x  1 root  rt      8437 Oct 27 11:23 rt-mailgate
-rwxr-sr-x  1 root  rt     23789 Oct 27 11:23 rtadmin
-rwxr-xr-x  1 root  rt      4483 Oct 27 11:23 webmux.pl

Here is the error in my maillog

Oct 31 15:02:33 rt sendmail[46061]: f9VF2XY46060: f9VF2XY46061: DSN:
unknown mailer error 255

If you need anything more, please let me know

Thanks

Isaac Hopkins




From jesse at bestpractical.com  Wed Oct 31 17:48:35 2001
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 31 Oct 2001 17:48:35 -0500
Subject: [rt-users] [rt-announce] RT 2.0.8_02  - Correct tarball
Message-ID: <20011031174835.F15725@pallas.fsck.com>

As is the way of things, a release pushed out the door in under three hours
to fix a critical bug invariably has problems.  In this case, the code was
solid, but the release engineering proceedure grabbed the wrong branch
of the code when building the tarball.  

If you corrected your installation by using the supplied patch, you don't 
need to do anything.

If you haven't upgraded yet, or if you downloaded rt-2-0-8_01, you
should fetch rt-2-0-8_02 from
	ftp://ftp.fsck.com/pub/rt/release/rt-2-0-8_02.tar.gz

The rt-2-0-8_01 tarball should never have seen the light of day and has been chmodded 000

-- 
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 joel at powermac.demon.co.uk  Wed Oct 31 19:46:11 2001
From: joel at powermac.demon.co.uk (Joel Smith)
Date: Thu, 1 Nov 2001 00:46:11 +0000
Subject: [rt-users] Multiple attachments on one email
In-Reply-To: <20011031135833.D15725@pallas.fsck.com>
References: <FD2EC577E876CA418D08460A64646FBD0112447D@titan.nha.co.za>
 <Pine.LNX.4.33.0110311001090.16188-100000@sthelens.dimstar.net>
 <20011031135833.D15725@pallas.fsck.com>
Message-ID: <p0510031cb8062eff90f7@[192.168.23.18]>

At 1:58 pm -0500 31/10/01, Jesse Vincent wrote:
>That doesn't sound right.  how big was the second attachment?
>

I have had problems with attachments not appearing, but the name of 
the attachment appearing in the text of the message. But the missing 
attachments for me are small (<100k). I posted some more info on this 
in 
<http://lists.fsck.com/pipermail/rt-users/2001-October/004856.html>, 
but there haven't been any replies to this at the moment. I am also 
currently using 2.0.7.

Cheers,

Joel

>On Wed, Oct 31, 2001 at 10:06:10AM -0800, Russ Johnson wrote:
>>  I've just noticed something on 2.0.7.
>>
>>  We had someone send an email that contained two attachments.
>>
>>  The first attachment was included with the ticket in the database.
>>
>>  The second attachment name is included in the ticket body, but the
>>  attachment itself is not attached to the ticket.
>>
>>  I've verified that the sender did in fact send two attachments, and both
>>  made it to us. The email goes to both RT and a secondary email address.
>>  The same email at the secondary email address has both attachments.
>>
>>  It appears that RT didn't attach the second attachment.
>>
>>  If so, this doesn't sound like correct behavior.
>>
>>  Ideas?
>>
>>  --
>>  "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
>>
>>
>>  _______________________________________________
>>  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


-- 

Joel Smith
22 Springfield Way
Pateley Bridge		Tel: +44 1423 711229	Mobile: +44 7768 803758
N.Yorks HG3 5PA		Fax: +44 870 1617192



From agould at aslab.com  Wed Oct 31 21:47:27 2001
From: agould at aslab.com (Ashley Gould)
Date: Wed, 31 Oct 2001 18:47:27 -0800
Subject: [rt-users] new db indexes with upgrade to 2.0.8
Message-ID: <20011031184727.A15875@dagda.aslab.com>

I've just upgraded from rt-2.0.6 to 2.0.8.  I am using the most recent
perl mods I could find.  back end is postgres 7.1.3.  perl is 5.6.1

I recall from this list the addition of various data base indexes to
help speed up searches.  Looking through the Makefile, it is apparent no
new indexes are added by 'make upgrade'.

Should I try to add these by hand?  Is there a list of them I can use?

ashley



From agould at aslab.com  Wed Oct 31 22:49:35 2001
From: agould at aslab.com (Ashley Gould)
Date: Wed, 31 Oct 2001 19:49:35 -0800
Subject: [rt-users] new db indexes with upgrade to 2.0.8
In-Reply-To: <20011031184727.A15875@dagda.aslab.com>; from agould@aslab.com on Wed, Oct 31, 2001 at 06:47:27PM -0800
References: <20011031184727.A15875@dagda.aslab.com>
Message-ID: <20011031194934.A16138@dagda.aslab.com>

I've translated David Troy's ADD INDEX list to postgres.  It looks like
this:

CREATE INDEX TicketIndex ON Transactions (Ticket);
CREATE INDEX EffectiveTicketIndex ON Transactions (EffectiveTicket);
CREATE INDEX CreatorIndexTransactions ON Transactions (Creator);
CREATE INDEX CreatorIndexAttachments ON Attachments (Creator);
CREATE INDEX ParentIndex ON Attachments (Parent);
CREATE INDEX TransactionId ON Attachments (TransactionId);
CREATE INDEX EffectiveIdIndex ON Tickets (EffectiveId);
CREATE INDEX OwnerIndex ON Tickets (Owner);
CREATE INDEX CreatorIndexTickets ON Tickets (Creator);

I haven't notices any difference, but my db is small.  It is also highly
posible I don't know what I'm doing.

comments?



On Wed, Oct 31, 2001 at 06:47:27PM -0800, Ashley Gould wrote:
> I've just upgraded from rt-2.0.6 to 2.0.8.  I am using the most recent
> perl mods I could find.  back end is postgres 7.1.3.  perl is 5.6.1
> 
> I recall from this list the addition of various data base indexes to
> help speed up searches.  Looking through the Makefile, it is apparent no
> new indexes are added by 'make upgrade'.
> 
> Should I try to add these by hand?  Is there a list of them I can use?
> 
> ashley
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From tmokros at neo.rr.com  Wed Oct 31 18:46:55 2001
From: tmokros at neo.rr.com (tmokros at neo.rr.com)
Date: Wed, 31 Oct 2001 18:46:55 -0500 (EST)
Subject: [rt-users] error trying to edit Keyword Selections on Queue
Message-ID: <Pine.LNX.4.40.0110311833550.27258-100000@tsiar>

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





From frank.wagner at phenomedia.de  Tue Oct 30 05:14:59 2001
From: frank.wagner at phenomedia.de (Frank Wagner)
Date: Tue, 30 Oct 2001 11:14:59 +0100
Subject: [rt-users] Update from 1.0.7 to 2.0.9
Message-ID: <785F575425D46F47B9A11F53856BA690215C46@exchange01-bo.intern.phenomedia.com>



Is it possible to take over the database from 1.0.7? 
What is the best way to upgrade.


Frank


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20011030/84267506/attachment.htm>