From andrew at rwts.com.au Mon Apr 1 06:46:10 2002 From: andrew at rwts.com.au (Andrew Yager) Date: Mon, 01 Apr 2002 21:46:10 +1000 Subject: [rt-users] Upgrade to 2-0-13 Message-ID: Hi, Just upgraded from 2-0-5_03 to 2-0-13 (don?t you love version numbers)! When I restart Apache I get: Subroutine menu_item redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 46. Subroutine handler redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 54. Subroutine header redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 83. Subroutine symdump redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 99. Subroutine status_symdump redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 112. Subroutine status_section_config redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 117. Subroutine status_hooks redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 123. Subroutine status_inc redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 138. Subroutine status_script redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 169. Subroutine status_rgysubs redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 183. Subroutine status_env redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 197. Subroutine status_sig redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 203. Subroutine status_myconfig redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 217. Subroutine status_inh_tree redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 222. Subroutine status_isa_tree redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 223. Subroutine status_data_dump redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 225. Subroutine cv_file redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 241. Subroutine status_cv_dump redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 246. Subroutine status_config redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 281. Subroutine b_graph_link redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 287. Subroutine b_lexinfo_link redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 296. Subroutine noh_b_lexinfo redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 304. Subroutine b_terse_link redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 317. Subroutine noh_b_terse redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 331. Subroutine b_terse_size_link redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 340. Subroutine noh_b_terse_size redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 354. Subroutine b_package_size_link redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 365. Subroutine noh_b_package_size redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 373. Subroutine b_deparse_link redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 410. Subroutine noh_b_deparse redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 419. Subroutine b_fathom_link redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 430. Subroutine noh_b_fathom redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 439. Subroutine peek_link redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 449. Subroutine noh_peek redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 457. Subroutine xref_link redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 467. Subroutine noh_xref redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 474. Subroutine noh_b_graph redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 490. Subroutine B::Graph::TIEHANDLE redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 532. Subroutine B::Graph::PRINT redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 555. Subroutine as_HTML redefined at /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 562. -- :-) RT doesn?t quite work ? it logged me in ,but won?t log me out, and won?t let me view any tickets or anything. If anyone knows what I might have done wrong ? I?d love to know... It worked fine as 2-0-5... Any assistance appreciated. Thanks, Andrew ___________________ 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/ _________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim.doyle at marim-inc.com Mon Apr 1 09:02:48 2002 From: jim.doyle at marim-inc.com (Jim Doyle) Date: Mon, 1 Apr 2002 09:02:48 -0500 Subject: [rt-users] RT 2.0.11 is not saving attachments from the web interface or email... In-Reply-To: Message-ID: Well I updated RT2 to version 2.0.13 and I also found out that my system clock had been reset to the BIOS default (January 01, 1999). Once the new version was installed and the clock updated, everything started to work properly again. Could the system clock being set three years back make attachments not get saved? Or, is it more likely that the version upgrade helped? Anyone? Jim -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jim Doyle Sent: Friday, March 29, 2002 10:18 PM To: Rt-Users List Subject: [rt-users] RT 2.0.11 is not saving attachments from the web interface or email... Hi there, RT2 has worked for quite a long time. Now it has suddenly stopped working. In my /tmp directory (RT2 log directory) I can see the attachments saved as some strange alphnumeric name. They are owner by the user that Apache runs under. So, it appears that rt2 gets the attachment then something breaks. The ticket records do not show any attachments. The files used as attachments range in size from 80KB to 9.8MB. In the RT2 logs I found this "Insecure dependency in eval while running with -T switch at /usr/lib/perl5/site_perl/5.6.0/Text/Template.pm line 289, line 33731." Any ideas? Thanks, Jim _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From bdimitrov at advantageds.com Mon Apr 1 14:27:01 2002 From: bdimitrov at advantageds.com (Boyko Dimitrov) Date: Mon, 1 Apr 2002 11:27:01 -0800 Subject: [rt-users] Connect Failed Access denied for user Message-ID: <001d01c1d9b3$330f5220$4101030a@carstatimqu0r1> I got the following "error" at the end of my RT installation. Should I assume that RT is installed correctly and the only problem is user name/password with mysql? Is there something I should edit? TIA. Boyko Congratulations. RT has been upgraded. You should now check-over /usr/local/rt2/etc/config.pm for any necessary site customization. Additionally, you should update RT's system database objects by running /usr/local/rt2/etc/insertdata where is the version of RT you're upgrading from. /usr/bin/perl /usr/local/rt2/etc/insertdata DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user: 'rt_user at localhost' (Using password: YES) at /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle.pm line 121 Connect Failed Access denied for user: 'rt_user at localhost' (Using password: YES) at /usr/local/rt2/lib/RT/Handle.pm line 43 *** Error code 255 Stop in /tmp/rt-2-0-12. From KFerguso at chi.navtech.com Mon Apr 1 15:07:48 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Mon, 1 Apr 2002 14:07:48 -0600 Subject: [rt-users] Connect Failed Access denied for user Message-ID: <91468650040FD411A51100104B63E23102E28118@postman.chi.navtech.com> rt_user is the default username that RT uses for mysql. It looks like you modified either this or its password in your original RT config.pm file. The upgrade overwrites the config.pm file. Reinstate your site customizations in the new config.pm. > -----Original Message----- > From: Boyko Dimitrov [mailto:bdimitrov at advantageds.com] > Sent: Monday, April 01, 2002 1:27 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Connect Failed Access denied for user > > > I got the following "error" at the end of my RT installation. Should I > assume that RT is installed correctly and the only problem is user > name/password with mysql? Is there something I should edit? > > TIA. > Boyko > > Congratulations. RT has been upgraded. You should now check-over > /usr/local/rt2/etc/config.pm for any necessary site customization. > Additionally, > you should update RT's system database objects by running > /usr/local/rt2/etc/insertdata > where is the version of RT you're upgrading from. > /usr/bin/perl /usr/local/rt2/etc/insertdata > DBI->connect(dbname=rt2;host=localhost) failed: Access denied > for user: > 'rt_user at localhost' (Using password: YES) at > /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle > .pm line 121 > Connect Failed Access denied for user: 'rt_user at localhost' > (Using password: > YES) > at /usr/local/rt2/lib/RT/Handle.pm line 43 > *** Error code 255 > > Stop in /tmp/rt-2-0-12. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From Fred.Purdue at Pobox.com Mon Apr 1 15:27:03 2002 From: Fred.Purdue at Pobox.com (Fred Purdue) Date: 01 Apr 2002 15:27:03 -0500 Subject: [rt-users] requestor parsing errors Message-ID: <1017692823.2129.89.camel@mars.deadlycheese.com> Here's a good one: I'm having a problem with the parsing for the requestor in both the e-mail interface and the WebUI -- no matter who requests the ticket RT always inserts a fixed integer in the requestor field. It then reacts as if the integer (4294967295) is the username of the requestor and will send an email to 4294967295 at fqdn, etc. What's goin' on? I've got nothing customized about RT at this point and this is my configuration: Mandrake Linux 2,4,8-26mdk Apache-AdvancedExtranetServer/1.3.20 (Mandrake Linux/3mdk) Perl 5.6.1 mod_fastcgi-2.2.12 Postfix (postfix-20010228-15mdk) All dependencies checked out fine with 'make testdeps' All dependencies are from CPAN less than 10 days ago. Below is a slightly modified version of the config.pm (names & passwords changed to protect the innocent et al). What did I screw up here? Please cc me in response :) Fred -- ------=====================================------ Fred Purdue General Technology Group E: Fred at GTGCorp.com www.gtgcorp.com P: (203) 235-7175 164 Scott St - Suite 1 C: (203) 605-6853 Meriden, CT 06450 ------=====================================------ ---------8<----------------- [root at helpdesk etc]# cat config.pm # $Header: /raid/cvsroot/rt/etc/config.pm,v 1.17 2002/02/18 21:36:46 jesse Exp $ package RT; # {{{ Base Configuration # $rtname the string that RT will look for in mail messages to # figure out what ticket a new piece of mail belongs to # Your domain name is recommended, so as not to pollute the namespace. # once you start using a given tag, you should probably never change it. # (otherwise, mail for existing tickets won't get put in the right place $rtname="corp.newoppinc.org"; # You should set this to your organization's DNS domain. For example, # fsck.com or asylum.arkham.ma.us. It's used by the linking interface to # guarantee that ticket URIs are unique and easy to construct. $Organization = "newopportunitiesinc.org"; # $user_passwd_min defines the minimum length for user passwords. Setting # it to 0 disables this check $MinimumPasswordLength = "0"; # $Timezone is used to convert times entered by users into GMT and back again # It should be set to a timezone recognized by your local unix box. $Timezone = 'US/Eastern'; # LogDir is where RT writes its logfiles. # This directory should be writable by your rt group $LogDir = "/usr/local/rt/log"; # }}} # {{{ Database Configuration # Database driver beeing used - i.e. MySQL. $DatabaseType="mysql"; # The domain name of your database server # If you're running mysql and it's on localhost, # leave it blank for enhanced performance $DatabaseHost="localhost"; # The port that your database server is running on. Ignored unless it's # a positive integer. It's usually safe to leave this blank $DatabasePort=""; #The name of the database user (inside the database) $DatabaseUser=''; # Password the DatabaseUser should use to access the database $DatabasePassword=''; # The name of the RT's database on your database server $DatabaseName='rt2'; # If you're using Postgres and have compiled in SSL support, # set DatabaseRequireSSL to 1 to turn on SSL communication $DatabaseRequireSSL=undef; # }}} # {{{ Incoming mail gateway configuration # OwnerEmail is the address of a human who manages RT. RT will send # errors generated by the mail gateway to this address. This address # should _not_ be an address that's managed by your RT instance. $OwnerEmail = 'fpurdue at newopportunitiesinc.org'; # If $LoopsToRTOwner is defined, RT will send mail that it believes # might be a loop to $RT::OwnerEmail $LoopsToRTOwner = 1; # If $StoreLoopss is defined, RT will record messages that it believes # to be part of mail loops. # As it does this, it will try to be careful not to send mail to the # sender of these messages $StoreLoops = undef; # $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored # in the database. # For mysql and oracle, we set this size at 10 megabytes. # If you're running a postgres version earlier than 7.1, you will need # to drop this to 8192. (8k) $MaxAttachmentSize = 10000000; # $TruncateLongAttachments: if this is set to a non-undef value, # RT will truncate attachments longer than MaxAttachmentLength. $TruncateLongAttachments = undef; # $DropLongAttachments: if this is set to a non-undef value, # RT will silently drop attachments longer than MaxAttachmentLength. $DropLongAttachments = undef; # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine # Ticket 'Cc' watchers from the To and Cc lines of incoming messages # Be forewarned that if you have _any_ addresses which forward mail to # RT automatically and you enable this option without modifying # "IsRTAddress" below, you will get yourself into a heap of trouble. # And well, this is free software, so there isn't a warrantee, but # I disclaim all ability to help you if you do enable this without # modifying IsRTAddress below. $ParseNewMessageForTicketCcs = undef; # IsRTAddress is used to make sure RT doesn't add itself as a ticket CC if # the setting above is enabled. # not sure that I'm putting here so i'm make a note of this # the original below line was ' my $address = shift; ' sub IsRTAddress { # my $address = ~ /^support\@helpdesk.newopportunitiesinc.org$/i); my $address = 'support at helpdesk.newopportunitiesinc.org'; # Example: the following rule would tell RT not to Cc # "tickets at noc.example.com" # return(1) if ($address =~ /^tickets\@noc.example.com$/i); return(undef) } # CanonicalizeAddress converts email addresses into canonical form. # it takes one email address in and returns the proper canonical # form. You can dump whatever your proper local config is in here sub CanonicalizeAddress { my $email = ~ s/\@(.*).newopportunitiesinc.org/\@newopportunitiesinc.org/; # Example: the following rule would treat all email # coming from a subdomain as coming from second level domain # foo.com #$email =~ s/\@(.*).foo.com/\@foo.com/; return ($email) } # If $LookupSenderInExternalDatabase is defined, RT will attempt to # verify the incoming message sender with a known source, using the # LookupExternalUserInfo routine below $LookupSenderInExternalDatabase = undef; # If $SenderMustExistInExternalDatabase is true, RT will refuse to # create non-privileged accounts for unknown users if you are using # the "LookupSenderInExternalDatabase" option. # Instead, an error message will be mailed and RT will forward the # message to $RTOwner. # # If you are not using $LookupSenderInExternalDatabase, this option # has no effect. # # If you define an AutoRejectRequest template, RT will use this # template for the rejection message. $SenderMustExistInExternalDatabase = undef; # LookupExternalUserInfo is a site-definable method for synchronizing # incoming users with an external data source. # # This routine takes a tuple of EmailAddress and FriendlyName # EmailAddress is the user's email address, ususally taken from # an email message's From: header. # FriendlyName is a freeform string, ususally taken from the "comment" # portion of an email message's From: header. # # It returns (FoundInExternalDatabase, ParamHash); # # FoundInExternalDatabase must be set to 1 before return if the user was # found in the external database. # # ParamHash is a Perl parameter hash which can contain at least the following # fields. These fields are used to populate RT's users database when the user # is created # # EmailAddress is the email address that RT should use for this user. # Name is the 'Name' attribute RT should use for this user. # 'Name' is used for things like access control and user lookups. # RealName is what RT should display as the user's name when displaying # 'friendly' names sub LookupExternalUserInfo { my ($EmailAddress, $RealName) = @_; my $FoundInExternalDatabase = 1; my %params = {}; #Name is the RT username you want to use for this user. $params{'Name'} = $EmailAddress; $params{'EmailAddress'} = $EmailAddress; $params{'RealName'} = $RealName; # See RT's contributed code for examples. # http://www.fsck.com/pub/rt/contrib/ return ($FoundInExternalDatabase, %params); } # }}} # {{{ Outgoing mail configuration # RT is designed such that any mail which already has a ticket-id associated # with it will get to the right place automatically. # $CorrespondAddress and $CommentAddress are the default addresses # that will be listed in From: and Reply-To: headers of correspondence # and comment mail tracked by RT, unless overridden by a queue-specific # address. $CorrespondAddress='Support at NewOpportuntiesInc.org'; $CommentAddress='Support-Comments at NewOpportuntiesInc.org'; #Sendmail Configuration # $MailCommand defines which method RT will use to try to send mail # We know that 'sendmail' works fairly well. # If 'sendmail' doesn't work well for you, try 'sendmailpipe' # But note that you have to configure $SendmailPath and add a -t # to $SendmailArguments $MailCommand = 'sendmail'; # $SendmailArguments defines what flags to pass to $Sendmail # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand above. # If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments # These options are good for most sendmail wrappers and workalikes $SendmailArguments="-oi"; # These arguments are good for sendmail brand sendmail 8 and newer #$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m"; # If you selected 'sendmailpipe' above, you MUST specify the path # to your sendmail binary in $SendmailPath. # !! If you did not # select 'sendmailpipe' above, this has no effect!! $SendmailPath = "/usr/sbin/sendmail"; # RT can optionally set a "Friendly" 'To:' header when sending messages to # Ccs or AdminCcs (rather than having a blank 'To:' header. # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL # If you are using sendmail, rather than postfix, qmail, exim or some other MTA,# you _must_ disable this option. $UseFriendlyToLine = 0; # }}} # {{{ Logging # Logging. The default is to log anything except debugging # information to a logfile. Check the Log::Dispatch POD for # information about how to get things by syslog, mail or anything # else, get debugging info in the log, etc. # It might generally make # sense to send error and higher by email to some administrator. # If you do this, be careful that this email isn't sent to this RT instance. # the minimum level error that will be logged to the specific device. # levels from lowest to highest: # debug info notice warning error critical alert emergency # Mail loops will generate a critical log message. $LogToScreen = 'error'; $LogToFile = 'error'; $LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.. # }}} # {{{ Web interface configuration # Define the directory name to be used for images in rt web # documents. # If you're putting the web ui somewhere other than at the root of # your server # $WebPath requires a leading / but no trailing / $WebPath = ""; # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / $WebBaseURL = "http://helpdesk.corp.newoppinc.org"; $WebURL = $WebBaseURL . $WebPath . "/"; # $WebImagesURL points to the base URL where RT can find its images. # If you're running the FastCGI version of the RT web interface, # you should make RT's WebRT/html/NoAuth/images directory available on # a static web server and supply that URL as $WebImagesURL. $WebImagesURL = $WebURL."NoAuth/images/"; # $RTLogoURL points to the URL of the RT logo displayed in the web UI $LogoURL = $WebImagesURL."rt.jpg"; # If $WebExternalAuth is defined, RT will defer to the environment's # REMOTE_USER variable. $WebExternalAuth = undef; # $MasonComponentRoot is where your rt instance keeps its mason html files # (this should be autoconfigured during 'make install' or 'make upgrade') $MasonComponentRoot = "/usr/local/rt/WebRT/html"; # $MasonLocalComponentRoot is where your rt instance keeps its site-local # mason html files. # (this should be autoconfigured during 'make install' or 'make upgrade') $MasonLocalComponentRoot = "/usr/local/rt/local/WebRT/html"; # $MasonDataDir Where mason keeps its datafiles # (this should be autoconfigured during 'make install' or 'make upgrade') $MasonDataDir = "/usr/local/rt/WebRT/data"; # RT needs to put session data (for preserving state between connections # via the web interface) $MasonSessionDir = "/usr/local/rt/WebRT/sessiondata"; #This is from tobias' prototype web search UI. it may stay and it may go. %WebOptions= ( # This is for putting in more user-actions at the Transaction # bar. I will typically add "Enter bug in Bugzilla" here.: ExtraTransactionActions => sub { return ""; }, # Here you can modify the list view. Be aware that the web # interface might crash if TicketAttribute is wrongly set. QueueListingCols => [ { Header => 'Id', TicketLink => 1, TicketAttribute => 'Id' }, { Header => 'Subject', TicketAttribute => 'Subject' }, { Header => 'Requestor(s)', TicketAttribute => 'RequestorsAsString' }, { Header => 'Status', TicketAttribute => 'Status' }, { Header => 'Queue', TicketAttribute => 'QueueObj->Name' }, { Header => 'Told', TicketAttribute => 'ToldObj->AgeAsString' }, { Header => 'Age', TicketAttribute => 'CreatedObj->AgeAsString' }, { Header => 'Last', TicketAttribute => 'LastUpdatedObj->AgeAsString' }, # TODO: It would be nice with a link here to the Owner and all # other request owned by this Owner. { Header => 'Owner', TicketAttribute => 'OwnerObj->Name' }, { Header => 'Take', TicketLink => 1, Constant => 'Take', ExtraLinks => '&Action=Take' }, ] ); # }}} # {{{ RT Linking Interface # $TicketBaseURI is the Base path of the URI for local tickets # You shouldn't need to touch this. it's used to link tickets both locally # and remotely $TicketBaseURI = "fsck.com-rt://$Organization/$rtname/ticket/"; # A hash table of conversion subs to be used for transforming RT Link # URIs to URLs in the web interface. If you want to use RT towards # locally installed databases, this is the right place to configure it. %URI2HTTP= ( 'http' => sub {return @_;}, 'https' => sub {return @_;}, 'ftp' => sub {return @_;}, 'fsck.com-rt' => sub {warn "stub!";}, 'mozilla.org-bugzilla' => sub {warn "stub!"}, 'fsck.com-kb' => sub {warn "stub!"} ); # A hash table of subs for fetching content from an URI %ContentFromURI= ( 'fsck.com-rt' => sub {warn "stub!";}, 'mozilla.org-bugzilla' => sub {warn "stub!"}, 'fsck.com-kb' => sub {warn "stub!"} ); # }}} # {{{ No User servicable parts inside ############################################ ############################################ ############################################ # # Don't edit anything below this line unless you really know # what you're doing # # ############################################ ############################################ # TODO: get this stuff out of the config file and into RT.pm #Set up us the timezone $ENV{'TZ'} = $Timezone; #TODO: Bogus hack to deal with Date::Manip whining # Configure sendmail if we're using Entity->send('sendmail') if ($MailCommand eq 'sendmail') { $MailParams = $SendmailArguments; } # }}} 1; From alexandj at fortrex.com Mon Apr 1 15:31:49 2002 From: alexandj at fortrex.com (Alexander, John) Date: Mon, 1 Apr 2002 15:31:49 -0500 Subject: [rt-users] Dates in Stats offset Message-ID: <31AF5A186939D4119C6100104B23BF8523E4A6@tiger.fortrex.com> I've noticed that the dates displayed in the Stats pages is offset by one day. It is showing tickets for monday as being on sunday. Anyone seen this and know how to fix it? ---------------------------------------------------------------------------- ------------ John Alexander john.alexander at fortrex.com Network Security Operations phone: 301-977-6966 Fortrex Technologies, Inc fax: 301-947-3539 Gaithersburg, MD http://www.fortrex.com Because Your Information is Your Business From dave at toad.net Mon Apr 1 15:34:57 2002 From: dave at toad.net (David C. Troy) Date: Mon, 1 Apr 2002 15:34:57 -0500 (EST) Subject: [rt-users] Dates in Stats offset In-Reply-To: <31AF5A186939D4119C6100104B23BF8523E4A6@tiger.fortrex.com> Message-ID: Is it perhaps a difference between GMT and EST? I think RT stores dates in GMT and then translates to the local timezone on the fly. Dave ===================================================================== David C. Troy [dave at toad.net] 410-544-6193 Sales ToadNet - Want to go fast? 410-544-1329 FAX 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net On Mon, 1 Apr 2002, Alexander, John wrote: > I've noticed that the dates displayed in the Stats pages is offset by one > day. It is showing tickets for monday as being on sunday. Anyone seen this > and know how to fix it? > > ---------------------------------------------------------------------------- > ------------ > John Alexander john.alexander at fortrex.com > Network Security Operations phone: 301-977-6966 > Fortrex Technologies, Inc fax: 301-947-3539 > Gaithersburg, MD > http://www.fortrex.com > > Because Your Information is Your Business > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From darrinw at nixc.net Mon Apr 1 16:13:16 2002 From: darrinw at nixc.net (Darrin Walton) Date: Mon, 1 Apr 2002 16:13:16 -0500 Subject: [rt-users] requestor parsing errors In-Reply-To: <1017692823.2129.89.camel@mars.deadlycheese.com>; from Fred.Purdue@Pobox.com on Mon, Apr 01, 2002 at 03:27:03PM -0500 References: <1017692823.2129.89.camel@mars.deadlycheese.com> Message-ID: <20020401161316.J99604@nixc.net> |+ Mandrake Linux 2,4,8-26mdk |+ Apache-AdvancedExtranetServer/1.3.20 (Mandrake Linux/3mdk) |+ Perl 5.6.1 |+ mod_fastcgi-2.2.12 |+ Postfix (postfix-20010228-15mdk) |+ All dependencies checked out fine with 'make testdeps' |+ All dependencies are from CPAN less than 10 days ago. What version of RT? From bdimitrov at advantageds.com Mon Apr 1 16:44:48 2002 From: bdimitrov at advantageds.com (Boyko Dimitrov) Date: Mon, 1 Apr 2002 13:44:48 -0800 Subject: [rt-users] Connect Failed Access denied for user In-Reply-To: <91468650040FD411A51100104B63E23102E28118@postman.chi.navtech.com> Message-ID: <003d01c1d9c6$72f02fa0$4101030a@carstatimqu0r1> This is new install and I used all default values. The only modification I had to do was to create rt_user in MySQL and give it privileges to RT2 (make install would fail until I did so). Would replacing the current config.pm (in /usr/local/rt2/etc) with the one unpacked in /tmp/rt-2-0-12/etc fix this? Do I need to try reinstalling until no errors are reported, or is my setup complete and this is just post install issue? Thanks again. -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ferguson, Kevin Sent: Monday, April 01, 2002 12:08 PM To: 'Boyko Dimitrov' Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] Connect Failed Access denied for user rt_user is the default username that RT uses for mysql. It looks like you modified either this or its password in your original RT config.pm file. The upgrade overwrites the config.pm file. Reinstate your site customizations in the new config.pm. > -----Original Message----- > From: Boyko Dimitrov [mailto:bdimitrov at advantageds.com] > Sent: Monday, April 01, 2002 1:27 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Connect Failed Access denied for user > > > I got the following "error" at the end of my RT installation. Should I > assume that RT is installed correctly and the only problem is user > name/password with mysql? Is there something I should edit? > > TIA. > Boyko > > Congratulations. RT has been upgraded. You should now check-over > /usr/local/rt2/etc/config.pm for any necessary site customization. > Additionally, > you should update RT's system database objects by running > /usr/local/rt2/etc/insertdata > where is the version of RT you're upgrading from. > /usr/bin/perl /usr/local/rt2/etc/insertdata > DBI->connect(dbname=rt2;host=localhost) failed: Access denied > for user: > 'rt_user at localhost' (Using password: YES) at > /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle > .pm line 121 > Connect Failed Access denied for user: 'rt_user at localhost' > (Using password: > YES) > at /usr/local/rt2/lib/RT/Handle.pm line 43 > *** Error code 255 > > Stop in /tmp/rt-2-0-12. > > > _______________________________________________ > 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 alexandj at fortrex.com Mon Apr 1 16:48:14 2002 From: alexandj at fortrex.com (Alexander, John) Date: Mon, 1 Apr 2002 16:48:14 -0500 Subject: [rt-users] Dates in Stats offset Message-ID: <31AF5A186939D4119C6100104B23BF8523E4AC@tiger.fortrex.com> I checked the date/times in the tickets in question and GMT vs Local time does not account for the disparity. In the stats pages, all of mondays tickets are being counted for sunday. John Alexander -----Original Message----- From: David C. Troy [mailto:dave at toad.net] Sent: Monday, April 01, 2002 3:35 PM To: Alexander, John Cc: 'rt-users at lists.fsck.com' Subject: Re: [rt-users] Dates in Stats offset Is it perhaps a difference between GMT and EST? I think RT stores dates in GMT and then translates to the local timezone on the fly. Dave ===================================================================== David C. Troy [dave at toad.net] 410-544-6193 Sales ToadNet - Want to go fast? 410-544-1329 FAX 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net On Mon, 1 Apr 2002, Alexander, John wrote: > I've noticed that the dates displayed in the Stats pages is offset by one > day. It is showing tickets for monday as being on sunday. Anyone seen this > and know how to fix it? > > ---------------------------------------------------------------------------- > ------------ > John Alexander john.alexander at fortrex.com > Network Security Operations phone: 301-977-6966 > Fortrex Technologies, Inc fax: 301-947-3539 > Gaithersburg, MD > http://www.fortrex.com > > Because Your Information is Your Business > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From cgilmore at tivoli.com Mon Apr 1 16:45:05 2002 From: cgilmore at tivoli.com (Christian Gilmore) Date: Mon, 1 Apr 2002 15:45:05 -0600 Subject: [rt-users] operation order and changing queues Message-ID: <000c01c1d9c6$7d1cb570$69285492@tivoli.com> I have a little problem and hope there's a simple solution. I have multiple queues and potentially mutually exclusive privileged members of each queue. I need for people to be able to transfer tickets from one queue to the next via the web UI. This transfer occurs, but I see two sets of errors: 1) While the queue change does take effect, the web UI states: "Queue: 0" instead of what transaction actually occurred. 2) The system then complains that the user does not have sufficient privilege to change the remaining fields on the Basics page. Is there a way to enforce operational order so that queue change is the last possible transaction instead of the first to be reviewed? Thanks, Christian ----------------- Christian Gilmore Technology Leader GeT WW Global Applications Development IBM Software Group From dave at toad.net Mon Apr 1 16:56:11 2002 From: dave at toad.net (David C. Troy) Date: Mon, 1 Apr 2002 16:56:11 -0500 (EST) Subject: [rt-users] Dates in Stats offset In-Reply-To: <31AF5A186939D4119C6100104B23BF8523E4AC@tiger.fortrex.com> Message-ID: Might be a Sunday=0 vs. Sunday=1 problem then... ===================================================================== David C. Troy [dave at toad.net] 410-544-6193 Sales ToadNet - Want to go fast? 410-544-1329 FAX 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net On Mon, 1 Apr 2002, Alexander, John wrote: > I checked the date/times in the tickets in question and GMT vs Local time > does not account for the disparity. In the stats pages, all of mondays > tickets are being counted for sunday. > > John Alexander > > > -----Original Message----- > From: David C. Troy [mailto:dave at toad.net] > Sent: Monday, April 01, 2002 3:35 PM > To: Alexander, John > Cc: 'rt-users at lists.fsck.com' > Subject: Re: [rt-users] Dates in Stats offset > > > > Is it perhaps a difference between GMT and EST? I think RT stores dates > in GMT and then translates to the local timezone on the fly. > > Dave > > ===================================================================== > David C. Troy [dave at toad.net] 410-544-6193 Sales > ToadNet - Want to go fast? 410-544-1329 FAX > 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net > > On Mon, 1 Apr 2002, Alexander, John wrote: > > > I've noticed that the dates displayed in the Stats pages is offset by one > > day. It is showing tickets for monday as being on sunday. Anyone seen > this > > and know how to fix it? > > > > > ---------------------------------------------------------------------------- > > ------------ > > John Alexander john.alexander at fortrex.com > > Network Security Operations phone: 301-977-6966 > > Fortrex Technologies, Inc fax: 301-947-3539 > > Gaithersburg, MD > > http://www.fortrex.com > > > > Because Your Information is Your Business > > > > > > > > _______________________________________________ > > 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 Fred.Purdue at Pobox.com Mon Apr 1 17:37:48 2002 From: Fred.Purdue at Pobox.com (Fred Purdue) Date: 01 Apr 2002 17:37:48 -0500 Subject: [rt-users] requestor parsing errors In-Reply-To: <20020401161316.J99604@nixc.net> References: <1017692823.2129.89.camel@mars.deadlycheese.com> <20020401161316.J99604@nixc.net> Message-ID: <1017700668.2125.141.camel@mars.deadlycheese.com> Darrin, The version is 2.0.12 I found the cause of the problem (but not really the solution) " my $email = ~ s/\@(.*).newopportunitiesinc.org/\@newopportunitiesinc.org/; " The Canonical address translation was nuking anything that went through it. Once I replaced it with shift; and restarted httpd everything worked fine. My string looks exactly like the foo.com example that comes in config.pm. Any ideas what is wrong with it? Could the problem be that some of the mail is coming from/to another domain? (corp.newoppinc.org)? -- ------=====================================------ Fred Purdue General Technology Group E: Fred at GTGCorp.com www.gtgcorp.com P: (203) 235-7175 164 Scott St - Suite 1 C: (203) 605-6853 Meriden, CT 06450 ------=====================================------ |+ Mandrake Linux 2,4,8-26mdk |+ Apache-AdvancedExtranetServer/1.3.20 (Mandrake Linux/3mdk) |+ Perl 5.6.1 |+ mod_fastcgi-2.2.12 |+ Postfix (postfix-20010228-15mdk) |+ All dependencies checked out fine with 'make testdeps' |+ All dependencies are from CPAN less than 10 days ago. What version of RT? -- ------=====================================------ Fred Purdue General Technology Group E: Fred at GTGCorp.com www.gtgcorp.com P: (203) 235-7175 164 Scott St - Suite 1 C: (203) 605-6853 Meriden, CT 06450 ------=====================================------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From bdimitrov at advantageds.com Mon Apr 1 17:45:21 2002 From: bdimitrov at advantageds.com (Boyko Dimitrov) Date: Mon, 1 Apr 2002 14:45:21 -0800 Subject: [rt-users] Connect Failed Access denied for user In-Reply-To: <003d01c1d9c6$72f02fa0$4101030a@carstatimqu0r1> Message-ID: <004301c1d9ce$e8282540$4101030a@carstatimqu0r1> Well looking in config.pm did solve my problem. I change the password in MySQL to the one in config.pm and the installation completed with the only complaint for /var/log/rt2 not existing. I created it and ran "make install" again no errors. This raises a question however. Should RT create all user/groups it needs during the install process. I had to create rt_user manually and edit it's privileges as well, including the directory above that finally solved my problem. Also the initial password I entered for rt_user should have been saved at the very beginning. -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Boyko Dimitrov Sent: Monday, April 01, 2002 1:45 PM To: rt-users at lists.fsck.com Subject: RE: [rt-users] Connect Failed Access denied for user This is new install and I used all default values. The only modification I had to do was to create rt_user in MySQL and give it privileges to RT2 (make install would fail until I did so). Would replacing the current config.pm (in /usr/local/rt2/etc) with the one unpacked in /tmp/rt-2-0-12/etc fix this? Do I need to try reinstalling until no errors are reported, or is my setup complete and this is just post install issue? Thanks again. -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ferguson, Kevin Sent: Monday, April 01, 2002 12:08 PM To: 'Boyko Dimitrov' Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] Connect Failed Access denied for user rt_user is the default username that RT uses for mysql. It looks like you modified either this or its password in your original RT config.pm file. The upgrade overwrites the config.pm file. Reinstate your site customizations in the new config.pm. > -----Original Message----- > From: Boyko Dimitrov [mailto:bdimitrov at advantageds.com] > Sent: Monday, April 01, 2002 1:27 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Connect Failed Access denied for user > > > I got the following "error" at the end of my RT installation. Should I > assume that RT is installed correctly and the only problem is user > name/password with mysql? Is there something I should edit? > > TIA. > Boyko > > Congratulations. RT has been upgraded. You should now check-over > /usr/local/rt2/etc/config.pm for any necessary site customization. > Additionally, > you should update RT's system database objects by running > /usr/local/rt2/etc/insertdata > where is the version of RT you're upgrading from. > /usr/bin/perl /usr/local/rt2/etc/insertdata > DBI->connect(dbname=rt2;host=localhost) failed: Access denied > for user: > 'rt_user at localhost' (Using password: YES) at > /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle > .pm line 121 > Connect Failed Access denied for user: 'rt_user at localhost' > (Using password: > YES) > at /usr/local/rt2/lib/RT/Handle.pm line 43 > *** Error code 255 > > Stop in /tmp/rt-2-0-12. > > > _______________________________________________ > 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 _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From rt2trouble at morben.ca Mon Apr 1 19:12:27 2002 From: rt2trouble at morben.ca (RT2 Troubles) Date: Mon, 1 Apr 2002 16:12:27 -0800 Subject: [rt-users] Upgrade to 2.0.13 .. step by step? Message-ID: <200204020012.g320CqK01509@buffy.pacificcoast.net> So here's what I can gather for instructions on upgrading 2.0.11 to 2.0.13 and I'd like some feedback before I go ahead and try it: Download the rt.tar.gz tar xzvf rt.tar.gz cd rt-2-0-13 vi Makefile - change all options that are different on your install cp /path/to/rt2/etc/config.pm /etc/config.pm.backup make upgrade vi /path/to/rt2/etc/config.pm - reconfig based on the old backed up config /etc/rc.d/init.d/httpd restart Done? No stopping of services, no recompliing of Perl, no dependency hunting? Could it be that easy? -- RT2 Troubles From andrew at rwts.com.au Mon Apr 1 19:22:54 2002 From: andrew at rwts.com.au (Andrew Yager) Date: Tue, 02 Apr 2002 10:22:54 +1000 Subject: [rt-users] Upgrade to 2-0-13 In-Reply-To: Message-ID: Hi, Just thought I?d let people know that somone had enabled Apache::Status somewhere in my httpd.conf file... And this caused problems. But... We do have another interesting problem... When we start apache, we get mod_perl: mod_perl: Missing directive at end-of-file ... Everything appears to still work - but if anyone knows why we get this error (it seems to dissapear if you comment out PerlModule Apache::DBI through to ) Relevant section of httpd.conf file below... ServerName secure.somewhere.com.au ServerAdmin admin DocumentRoot /home/sites/site16/web ServerAlias secure.ultraserve.com.au Alias /queue/ /usr/local/rt2/WebRT/html/ PerlModule Apache::DBI PerlFreshRestart On PerlRequire /usr/local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason RewriteEngine on RewriteCond %{HTTP_HOST} !^XXX.XXX.XXX.19(:80)?$ RewriteCond %{HTTP_HOST} !^secure.somewhere.com.au(:80)?$ RewriteRule ^/(.*) https://secure.somewhere.com.au/$1[L,R] RewriteOptions inherit AliasMatch ^/~([^/]+)(/(.*))? /home/sites/site16/users/$1/web/$3 AddHandler cgi-wrapper .cgi AddHandler cgi-wrapper .pl AddType application/x-httpd-php .php4 AddType application/x-httpd-php .php Thanks, Andrew On 1/4/02 9:46 PM, "Andrew Yager" wrote: > Hi, > > Just upgraded from 2-0-5_03 to 2-0-13 (don?t you love version numbers)! > > When I restart Apache I get: > > Subroutine menu_item redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 46. > Subroutine handler redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 54. > Subroutine header redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 83. > Subroutine symdump redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 99. > Subroutine status_symdump redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 112. > Subroutine status_section_config redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 117. > Subroutine status_hooks redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 123. > Subroutine status_inc redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 138. > Subroutine status_script redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 169. > Subroutine status_rgysubs redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 183. > Subroutine status_env redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 197. > Subroutine status_sig redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 203. > Subroutine status_myconfig redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 217. > Subroutine status_inh_tree redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 222. > Subroutine status_isa_tree redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 223. > Subroutine status_data_dump redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 225. > Subroutine cv_file redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 241. > Subroutine status_cv_dump redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 246. > Subroutine status_config redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 281. > Subroutine b_graph_link redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 287. > Subroutine b_lexinfo_link redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 296. > Subroutine noh_b_lexinfo redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 304. > Subroutine b_terse_link redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 317. > Subroutine noh_b_terse redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 331. > Subroutine b_terse_size_link redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 340. > Subroutine noh_b_terse_size redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 354. > Subroutine b_package_size_link redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 365. > Subroutine noh_b_package_size redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 373. > Subroutine b_deparse_link redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 410. > Subroutine noh_b_deparse redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 419. > Subroutine b_fathom_link redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 430. > Subroutine noh_b_fathom redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 439. > Subroutine peek_link redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 449. > Subroutine noh_peek redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 457. > Subroutine xref_link redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 467. > Subroutine noh_xref redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 474. > Subroutine noh_b_graph redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 490. > Subroutine B::Graph::TIEHANDLE redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 532. > Subroutine B::Graph::PRINT redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 555. > Subroutine as_HTML redefined at > /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 562. > > -- > :-) > > RT doesn?t quite work ? it logged me in ,but won?t log me out, and won?t let > me view any tickets or anything. > > If anyone knows what I might have done wrong ? I?d love to know... It worked > fine as 2-0-5... > > Any assistance appreciated. > > Thanks, > Andrew > > ___________________ > 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/ > _________________________ > ___________________ 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/ _________________________ From hwagener at hamburg.fcb.com Tue Apr 2 06:13:48 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 02 Apr 2002 13:13:48 +0200 Subject: [rt-users] RT 2.0.13 upgrade on Redhat 7.2 References: Message-ID: <3CA9926C.3070908@hamburg.fcb.com> Frank Reppin wrote: > On Thu, 28 Mar 2002, Yan Fitterer wrote: > > >>Hi, > > > Hello, > > >>Has anybody managed to get RT working on a Redhat 7.2 install? >> > > > Yes, I tested this with success. > > >>Had 2.0.4 working like a charm for a while, then upgraded Redhat >>to 7.2. No problems. >> >>Then upgraded RT to 2.0.13 - and Apache dies on startup. No >>messages in any of the logs (rt, Apache, or the system log). >> > > > I had exactly the same problem. Solution : > > compiling mod_perl *into* apache sources solved it (as mentioned > in the FAQ too) solved my problems and since then it works great. Another fix should be to upgrade to perl-5.6.1 and the according mod_perl and apache packages. updates are available from redhat. Remember though, that You mght have to reinstall all the needed modules. Regards, Harald -- Harald Wagener * An der Alster 42 * 20099 Hamburg * http://www.fcb-wilkens.com From kukla at acsu.buffalo.edu Tue Apr 2 11:26:51 2002 From: kukla at acsu.buffalo.edu (kukla at acsu.buffalo.edu) Date: Tue, 02 Apr 2002 11:26:51 -0500 Subject: [rt-users] version number doesn't change after (presumably) upgrading to rt-2-0-13 In-Reply-To: <20020402003003.3C8AB25B5@pallas.eruditorum.org> Message-ID: <4134529564.1017746811@skiptonpc> I've upgraded to rt-2-0-13 from 2-0-11 as recently recommended by Jesse, up to and including running > insertdata 2-0-11 The upgrade was entirely painless. However when I reach the login screen of our post-upgrade rt instance, the old version number still appears. Harmless, a problem, or did I not actually upgrade? Has anyone else noticed this? Mike Kukla University at Buffalo --On Monday, April 01, 2002, 7:30 PM -0500 rt-users-request at lists.fsck.com wrote: > Send rt-users mailing list submissions to > rt-users at lists.fsck.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.fsck.com/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.fsck.com > > You can reach the person managing the list at > rt-users-admin at lists.fsck.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of rt-users digest..." > > > Today's Topics: > > 1. Dates in Stats offset (Alexander, John) > 2. Re: Dates in Stats offset (David C. Troy) > 3. Re: requestor parsing errors (Darrin Walton) > 4. RE: Connect Failed Access denied for user (Boyko Dimitrov) > 5. RE: Dates in Stats offset (Alexander, John) > 6. operation order and changing queues (Christian Gilmore) > 7. RE: Dates in Stats offset (David C. Troy) > 8. Re: requestor parsing errors (Fred Purdue) > 9. RE: Connect Failed Access denied for user (Boyko Dimitrov) > 10. Upgrade to 2.0.13 .. step by step? (RT2 Troubles) > 11. Re: Upgrade to 2-0-13 (Andrew Yager) > > --__--__-- > > Message: 1 > From: "Alexander, John" > To: "'rt-users at lists.fsck.com'" > Date: Mon, 1 Apr 2002 15:31:49 -0500 > Subject: [rt-users] Dates in Stats offset > > I've noticed that the dates displayed in the Stats pages is offset by one > day. It is showing tickets for monday as being on sunday. Anyone seen > this and know how to fix it? > > ------------------------------------------------------------------------- > --- ------------ > John Alexander john.alexander at fortrex.com > Network Security Operations phone: 301-977-6966 > Fortrex Technologies, Inc fax: 301-947-3539 > Gaithersburg, MD > http://www.fortrex.com > > Because Your Information is Your Business > > > > > --__--__-- > > Message: 2 > Date: Mon, 1 Apr 2002 15:34:57 -0500 (EST) > From: "David C. Troy" > To: "Alexander, John" > Cc: "'rt-users at lists.fsck.com'" > Subject: Re: [rt-users] Dates in Stats offset > > > Is it perhaps a difference between GMT and EST? I think RT stores dates > in GMT and then translates to the local timezone on the fly. > > Dave > > ===================================================================== > David C. Troy [dave at toad.net] 410-544-6193 Sales > ToadNet - Want to go fast? 410-544-1329 FAX > 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net > > On Mon, 1 Apr 2002, Alexander, John wrote: > >> I've noticed that the dates displayed in the Stats pages is offset by one >> day. It is showing tickets for monday as being on sunday. Anyone seen >> this and know how to fix it? >> >> ------------------------------------------------------------------------ >> ---- ------------ >> John Alexander john.alexander at fortrex.com >> Network Security Operations phone: 301-977-6966 >> Fortrex Technologies, Inc fax: 301-947-3539 >> Gaithersburg, MD >> http://www.fortrex.com >> >> Because Your Information is Your Business >> >> >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.com >> http://lists.fsck.com/mailman/listinfo/rt-users >> > > > > --__--__-- > > Message: 3 > Date: Mon, 1 Apr 2002 16:13:16 -0500 > From: Darrin Walton > To: Fred Purdue > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] requestor parsing errors > Fred Purdue , rt-users at lists.fsck.com > Organization: NIXC, Inc. > > |+ Mandrake Linux 2,4,8-26mdk > |+ Apache-AdvancedExtranetServer/1.3.20 (Mandrake Linux/3mdk) > |+ Perl 5.6.1 > |+ mod_fastcgi-2.2.12 > |+ Postfix (postfix-20010228-15mdk) > |+ All dependencies checked out fine with 'make testdeps' > |+ All dependencies are from CPAN less than 10 days ago. > > What version of RT? > > > > --__--__-- > > Message: 4 > From: "Boyko Dimitrov" > To: > Subject: RE: [rt-users] Connect Failed Access denied for user > Date: Mon, 1 Apr 2002 13:44:48 -0800 > charset="iso-8859-1" > > This is new install and I used all default values. The only modification I > had to do was to create rt_user in MySQL and give it privileges to RT2 > (make install would fail until I did so). Would replacing the current > config.pm (in /usr/local/rt2/etc) with the one unpacked in > /tmp/rt-2-0-12/etc fix this? Do I need to try reinstalling until no > errors are reported, or is my setup complete and this is just post > install issue? > > Thanks again. > > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ferguson, Kevin > Sent: Monday, April 01, 2002 12:08 PM > To: 'Boyko Dimitrov' > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] Connect Failed Access denied for user > > > > rt_user is the default username that RT uses for mysql. It looks > like you modified either this or its password in your original > RT config.pm file. The upgrade overwrites the config.pm file. > Reinstate your site customizations in the new config.pm. > > > >> -----Original Message----- >> From: Boyko Dimitrov [mailto:bdimitrov at advantageds.com] >> Sent: Monday, April 01, 2002 1:27 PM >> To: rt-users at lists.fsck.com >> Subject: [rt-users] Connect Failed Access denied for user >> >> >> I got the following "error" at the end of my RT installation. Should I >> assume that RT is installed correctly and the only problem is user >> name/password with mysql? Is there something I should edit? >> >> TIA. >> Boyko >> >> Congratulations. RT has been upgraded. You should now check-over >> /usr/local/rt2/etc/config.pm for any necessary site customization. >> Additionally, >> you should update RT's system database objects by running >> /usr/local/rt2/etc/insertdata >> where is the version of RT you're upgrading from. >> /usr/bin/perl /usr/local/rt2/etc/insertdata >> DBI->connect(dbname=rt2;host=localhost) failed: Access denied >> for user: >> 'rt_user at localhost' (Using password: YES) at >> /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle >> .pm line 121 >> Connect Failed Access denied for user: 'rt_user at localhost' >> (Using password: >> YES) >> at /usr/local/rt2/lib/RT/Handle.pm line 43 >> *** Error code 255 >> >> Stop in /tmp/rt-2-0-12. >> >> >> _______________________________________________ >> 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 > > > > > --__--__-- > > Message: 5 > From: "Alexander, John" > To: "'rt-users at lists.fsck.com'" > Date: Mon, 1 Apr 2002 16:48:14 -0500 > Subject: RE: [rt-users] Dates in Stats offset > > I checked the date/times in the tickets in question and GMT vs Local time > does not account for the disparity. In the stats pages, all of mondays > tickets are being counted for sunday. > > John Alexander > > > -----Original Message----- > From: David C. Troy [mailto:dave at toad.net] > Sent: Monday, April 01, 2002 3:35 PM > To: Alexander, John > Cc: 'rt-users at lists.fsck.com' > Subject: Re: [rt-users] Dates in Stats offset > > > > Is it perhaps a difference between GMT and EST? I think RT stores dates > in GMT and then translates to the local timezone on the fly. > > Dave > > ===================================================================== > David C. Troy [dave at toad.net] 410-544-6193 Sales > ToadNet - Want to go fast? 410-544-1329 FAX > 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net > > On Mon, 1 Apr 2002, Alexander, John wrote: > >> I've noticed that the dates displayed in the Stats pages is offset by one >> day. It is showing tickets for monday as being on sunday. Anyone seen > this >> and know how to fix it? >> >> > ------------------------------------------------------------------------- > --- >> ------------ >> John Alexander john.alexander at fortrex.com >> Network Security Operations phone: 301-977-6966 >> Fortrex Technologies, Inc fax: 301-947-3539 >> Gaithersburg, MD >> http://www.fortrex.com >> >> Because Your Information is Your Business >> >> >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.com >> http://lists.fsck.com/mailman/listinfo/rt-users >> > > > --__--__-- > > Message: 6 > From: "Christian Gilmore" > To: "RT Users Mailing List (E-mail)" > Date: Mon, 1 Apr 2002 15:45:05 -0600 > charset="iso-8859-1" > Subject: [rt-users] operation order and changing queues > > I have a little problem and hope there's a simple solution. I have > multiple queues and potentially mutually exclusive privileged members of > each queue. I need for people to be able to transfer tickets from one > queue to the next via the web UI. This transfer occurs, but I see two sets > of errors: > > 1) While the queue change does take effect, the web UI states: "Queue: 0" > instead of what transaction actually occurred. > > 2) The system then complains that the user does not have sufficient > privilege to change the remaining fields on the Basics page. Is there a > way to enforce operational order so that queue change is the last possible > transaction instead of the first to be reviewed? > > Thanks, > Christian > > ----------------- > Christian Gilmore > Technology Leader > GeT WW Global Applications Development > IBM Software Group > > > > --__--__-- > > Message: 7 > Date: Mon, 1 Apr 2002 16:56:11 -0500 (EST) > From: "David C. Troy" > To: "Alexander, John" > Cc: "'rt-users at lists.fsck.com'" > Subject: RE: [rt-users] Dates in Stats offset > > > Might be a Sunday=0 vs. Sunday=1 problem then... > > ===================================================================== > David C. Troy [dave at toad.net] 410-544-6193 Sales > ToadNet - Want to go fast? 410-544-1329 FAX > 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net > > On Mon, 1 Apr 2002, Alexander, John wrote: > >> I checked the date/times in the tickets in question and GMT vs Local time >> does not account for the disparity. In the stats pages, all of mondays >> tickets are being counted for sunday. >> >> John Alexander >> >> >> -----Original Message----- >> From: David C. Troy [mailto:dave at toad.net] >> Sent: Monday, April 01, 2002 3:35 PM >> To: Alexander, John >> Cc: 'rt-users at lists.fsck.com' >> Subject: Re: [rt-users] Dates in Stats offset >> >> >> >> Is it perhaps a difference between GMT and EST? I think RT stores dates >> in GMT and then translates to the local timezone on the fly. >> >> Dave >> >> ===================================================================== >> David C. Troy [dave at toad.net] 410-544-6193 Sales >> ToadNet - Want to go fast? 410-544-1329 FAX >> 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net >> >> On Mon, 1 Apr 2002, Alexander, John wrote: >> >> > I've noticed that the dates displayed in the Stats pages is offset by >> > one day. It is showing tickets for monday as being on sunday. Anyone >> > seen >> this >> > and know how to fix it? >> > >> > >> ------------------------------------------------------------------------ >> ---- >> > ------------ >> > John Alexander john.alexander at fortrex.com >> > Network Security Operations phone: 301-977-6966 >> > Fortrex Technologies, Inc fax: 301-947-3539 >> > Gaithersburg, MD >> > http://www.fortrex.com >> > >> > Because Your Information is Your Business >> > >> > >> > >> > _______________________________________________ >> > 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 >> > > > > --__--__-- > > Message: 8 > Subject: Re: [rt-users] requestor parsing errors > From: Fred Purdue > To: Darrin Walton > Cc: rt-users at lists.fsck.com > <20020401161316.J99604 at nixc.net> > Date: 01 Apr 2002 17:37:48 -0500 > > > --=-R0t2xSqxcpo0RrSjlClN > Content-Type: text/plain > Content-Transfer-Encoding: 7bit > > Darrin, > > The version is 2.0.12 > > I found the cause of the problem (but not really the solution) > > " my $email = ~ > s/\@(.*).newopportunitiesinc.org/\@newopportunitiesinc.org/; " > > The Canonical address translation was nuking anything that went through > it. Once I replaced it with shift; and restarted httpd everything > worked fine. My string looks exactly like the foo.com example that > comes in config.pm. Any ideas what is wrong with it? Could the problem > be that some of the mail is coming from/to another domain? > (corp.newoppinc.org)? > > > -- > ------=====================================------ > Fred Purdue General Technology Group > E: Fred at GTGCorp.com www.gtgcorp.com > P: (203) 235-7175 164 Scott St - Suite 1 > C: (203) 605-6853 Meriden, CT 06450 > ------=====================================------ > > |+ Mandrake Linux 2,4,8-26mdk > |+ Apache-AdvancedExtranetServer/1.3.20 (Mandrake Linux/3mdk) > |+ Perl 5.6.1 > |+ mod_fastcgi-2.2.12 > |+ Postfix (postfix-20010228-15mdk) > |+ All dependencies checked out fine with 'make testdeps' > |+ All dependencies are from CPAN less than 10 days ago. > > What version of RT? > > > > -- > ------=====================================------ > Fred Purdue General Technology Group > E: Fred at GTGCorp.com www.gtgcorp.com > P: (203) 235-7175 164 Scott St - Suite 1 > C: (203) 605-6853 Meriden, CT 06450 > ------=====================================------ > > --=-R0t2xSqxcpo0RrSjlClN > Content-Type: text/html; charset=utf-8 > > > > > > > > > Darrin, >
> >
> The version is 2.0.12 >
> >
> I found the cause of the problem (but not really the solution) >
> >
> "        my $email = ~ > s/\@(.*).newopportunitiesinc.org/\@newopportunitiesinc.org/;  " >
> >
> The Canonical address translation was nuking anything that went through > it.  Once I replaced it with shift; and restarted httpd everything > worked fine.  My string looks exactly like the foo.com example that > comes in config.pm.  Any ideas what is wrong with it?  Could > the problem be that some of the mail is coming from/to another > domain?  (corp.newoppinc.org)?
> >
> > > > > >
>
-- 
> ------=====================================------
> Fred Purdue              General Technology Group 
> E: Fred at GTGCorp.com               www.gtgcorp.com
> P: (203) 235-7175          164 Scott St - Suite 1
> C: (203) 605-6853               Meriden, CT 06450
> ------=====================================------
>
> >
>
  |+ Mandrake Linux 2,4,8-26mdk
>   |+ Apache-AdvancedExtranetServer/1.3.20 (Mandrake
> Linux/3mdk)   |+ Perl 5.6.1
>   |+ mod_fastcgi-2.2.12
>   |+ Postfix (postfix-20010228-15mdk)
>   |+ All dependencies checked out fine with 'make
> testdeps'   |+ All dependencies are from
> CPAN less than 10 days ago. 
> What version of RT?
> 
> 
>
> > > > >
>
-- 
> ------=====================================------
> Fred Purdue              General Technology Group 
> E: Fred at GTGCorp.com               www.gtgcorp.com
> P: (203) 235-7175          164 Scott St - Suite 1
> C: (203) 605-6853               Meriden, CT 06450
> ------=====================================------
>
> > > > > --=-R0t2xSqxcpo0RrSjlClN-- > > > --__--__-- > > Message: 9 > From: "Boyko Dimitrov" > To: > Subject: RE: [rt-users] Connect Failed Access denied for user > Date: Mon, 1 Apr 2002 14:45:21 -0800 > charset="iso-8859-1" > > Well looking in config.pm did solve my problem. I change the password in > MySQL to the one in config.pm and the installation completed with the only > complaint for /var/log/rt2 not existing. I created it and ran "make > install" again no errors. > > This raises a question however. Should RT create all user/groups it needs > during the install process. I had to create rt_user manually and edit it's > privileges as well, including the directory above that finally solved my > problem. Also the initial password I entered for rt_user should have been > saved at the very beginning. > > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Boyko Dimitrov > Sent: Monday, April 01, 2002 1:45 PM > To: rt-users at lists.fsck.com > Subject: RE: [rt-users] Connect Failed Access denied for user > > > This is new install and I used all default values. The only modification I > had to do was to create rt_user in MySQL and give it privileges to RT2 > (make install would fail until I did so). Would replacing the current > config.pm (in /usr/local/rt2/etc) with the one unpacked in > /tmp/rt-2-0-12/etc fix this? Do I need to try reinstalling until no > errors are reported, or is my setup complete and this is just post > install issue? > > Thanks again. > > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ferguson, Kevin > Sent: Monday, April 01, 2002 12:08 PM > To: 'Boyko Dimitrov' > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] Connect Failed Access denied for user > > > > rt_user is the default username that RT uses for mysql. It looks > like you modified either this or its password in your original > RT config.pm file. The upgrade overwrites the config.pm file. > Reinstate your site customizations in the new config.pm. > > > >> -----Original Message----- >> From: Boyko Dimitrov [mailto:bdimitrov at advantageds.com] >> Sent: Monday, April 01, 2002 1:27 PM >> To: rt-users at lists.fsck.com >> Subject: [rt-users] Connect Failed Access denied for user >> >> >> I got the following "error" at the end of my RT installation. Should I >> assume that RT is installed correctly and the only problem is user >> name/password with mysql? Is there something I should edit? >> >> TIA. >> Boyko >> >> Congratulations. RT has been upgraded. You should now check-over >> /usr/local/rt2/etc/config.pm for any necessary site customization. >> Additionally, >> you should update RT's system database objects by running >> /usr/local/rt2/etc/insertdata >> where is the version of RT you're upgrading from. >> /usr/bin/perl /usr/local/rt2/etc/insertdata >> DBI->connect(dbname=rt2;host=localhost) failed: Access denied >> for user: >> 'rt_user at localhost' (Using password: YES) at >> /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle >> .pm line 121 >> Connect Failed Access denied for user: 'rt_user at localhost' >> (Using password: >> YES) >> at /usr/local/rt2/lib/RT/Handle.pm line 43 >> *** Error code 255 >> >> Stop in /tmp/rt-2-0-12. >> >> >> _______________________________________________ >> 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 > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > --__--__-- > > Message: 10 > charset="iso-8859-15" > From: RT2 Troubles > To: rt-users at lists.fsck.com > Date: Mon, 1 Apr 2002 16:12:27 -0800 > Subject: [rt-users] Upgrade to 2.0.13 .. step by step? > > So here's what I can gather for instructions on upgrading 2.0.11 to > 2.0.13 and I'd like some feedback before I go ahead and try it: > > Download the rt.tar.gz > tar xzvf rt.tar.gz > cd rt-2-0-13 > vi Makefile > - change all options that are different on your install > cp /path/to/rt2/etc/config.pm /etc/config.pm.backup > make upgrade > vi /path/to/rt2/etc/config.pm > - reconfig based on the old backed up config > /etc/rc.d/init.d/httpd restart > > Done? > > No stopping of services, no recompliing of Perl, no dependency hunting? > Could it be that easy? > > -- RT2 Troubles > > > --__--__-- > > Message: 11 > Date: Tue, 02 Apr 2002 10:22:54 +1000 > Subject: Re: [rt-users] Upgrade to 2-0-13 > From: Andrew Yager > To: rt-users > > Hi, > > Just thought I=B9d let people know that somone had enabled Apache::Status > somewhere in my httpd.conf file... And this caused problems. > > But... We do have another interesting problem... > > When we start apache, we get > > mod_perl: > mod_perl: Missing directive at end-of-file > > ... Everything appears to still work - but if anyone knows why we get this > error (it seems to dissapear if you comment out PerlModule Apache::DBI > through to ) > > Relevant section of httpd.conf file below... > > > ServerName secure.somewhere.com.au > ServerAdmin admin > DocumentRoot /home/sites/site16/web > ServerAlias secure.ultraserve.com.au > Alias /queue/ /usr/local/rt2/WebRT/html/ > PerlModule Apache::DBI > PerlFreshRestart On > PerlRequire /usr/local/rt2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > RewriteEngine on > RewriteCond %{HTTP_HOST} !^XXX.XXX.XXX.19(:80)?$ > RewriteCond %{HTTP_HOST} !^secure.somewhere.com.au(:80)?$ > RewriteRule ^/(.*) https://secure.somewhere.com.au/$1[L,R] > RewriteOptions inherit > AliasMatch ^/~([^/]+)(/(.*))? /home/sites/site16/users/$1/web/$3 > AddHandler cgi-wrapper .cgi > AddHandler cgi-wrapper .pl > AddType application/x-httpd-php .php4 > AddType application/x-httpd-php .php > > > Thanks, > Andrew > > > On 1/4/02 9:46 PM, "Andrew Yager" wrote: > >> Hi, >> =20 >> Just upgraded from 2-0-5_03 to 2-0-13 (don=B9t you love version numbers)! >> =20 >> When I restart Apache I get: >> =20 >> Subroutine menu_item redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 46. >> Subroutine handler redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 54. >> Subroutine header redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 83. >> Subroutine symdump redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 99. >> Subroutine status_symdump redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 112. >> Subroutine status_section_config redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 117. >> Subroutine status_hooks redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 123. >> Subroutine status_inc redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 138. >> Subroutine status_script redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 169. >> Subroutine status_rgysubs redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 183. >> Subroutine status_env redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 197. >> Subroutine status_sig redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 203. >> Subroutine status_myconfig redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 217. >> Subroutine status_inh_tree redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 222. >> Subroutine status_isa_tree redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 223. >> Subroutine status_data_dump redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 225. >> Subroutine cv_file redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 241. >> Subroutine status_cv_dump redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 246. >> Subroutine status_config redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 281. >> Subroutine b_graph_link redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 287. >> Subroutine b_lexinfo_link redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 296. >> Subroutine noh_b_lexinfo redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 304. >> Subroutine b_terse_link redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 317. >> Subroutine noh_b_terse redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 331. >> Subroutine b_terse_size_link redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 340. >> Subroutine noh_b_terse_size redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 354. >> Subroutine b_package_size_link redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 365. >> Subroutine noh_b_package_size redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 373. >> Subroutine b_deparse_link redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 410. >> Subroutine noh_b_deparse redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 419. >> Subroutine b_fathom_link redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 430. >> Subroutine noh_b_fathom redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 439. >> Subroutine peek_link redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 449. >> Subroutine noh_peek redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 457. >> Subroutine xref_link redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 467. >> Subroutine noh_xref redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 474. >> Subroutine noh_b_graph redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 490. >> Subroutine B::Graph::TIEHANDLE redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 532. >> Subroutine B::Graph::PRINT redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 555. >> Subroutine as_HTML redefined at >> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 562. >> =20 >> -- >> :-) >> =20 >> RT doesn=B9t quite work =AD it logged me in ,but won=B9t log me out, and >> won=B9t = > let >> me view any tickets or anything. >> =20 >> If anyone knows what I might have done wrong =AD I=B9d love to know... >> It wor= > ked >> fine as 2-0-5... >> =20 >> Any assistance appreciated. >> =20 >> Thanks, >> Andrew >> =20 >> ___________________ >> 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/ >> _________________________ >> =20 > > > ___________________ > 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 > > > End of rt-users Digest_______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From khera at kcilink.com Tue Apr 2 11:44:43 2002 From: khera at kcilink.com (Vivek Khera) Date: Tue, 2 Apr 2002 11:44:43 -0500 Subject: [rt-users] version number doesn't change after (presumably) upgrading to rt-2-0-13 In-Reply-To: <4134529564.1017746811@skiptonpc> References: <20020402003003.3C8AB25B5@pallas.eruditorum.org> <4134529564.1017746811@skiptonpc> Message-ID: <15529.57339.156129.46395@onceler.kciLink.com> >>>>> "k" == kukla writes: k> Harmless, a problem, or did I not actually upgrade? Has anyone else k> noticed this? You did not stop and start your server, so nothing was reloaded. A simple "restart" is not sufficient. This is a VFAQ on this list. From matthew.disney at fedex.com Tue Apr 2 11:45:48 2002 From: matthew.disney at fedex.com (Matt Disney) Date: Tue, 02 Apr 2002 10:45:48 -0600 Subject: [rt-users] version number doesn't change after (presumably) upgrading to rt-2-0-13 In-Reply-To: <4134529564.1017746811@skiptonpc> References: <4134529564.1017746811@skiptonpc> Message-ID: <200204021644.g32GiUc10752@nfsa.ecdev.fedex.com> Did you stop/start your webserver? Since your RT number is in a perl module, and mod_perl (Maybe also fcgi) caches perl modules, you need to stop and start your webserver after changing any RT related perl module. This may or may not be your problem. But it is probably the most frequently given answer to RT problems like this. Matt kukla at acsu.buffalo.edu writes: >I've upgraded to rt-2-0-13 from 2-0-11 as recently recommended by Jesse, up >to and including running > >> insertdata 2-0-11 > >The upgrade was entirely painless. > >However when I reach the login screen of our post-upgrade rt instance, the >old version number still appears. > >Harmless, a problem, or did I not actually upgrade? Has anyone else >noticed this? > >Mike Kukla >University at Buffalo > > > > > >--On Monday, April 01, 2002, 7:30 PM -0500 rt-users-request at lists.fsck.com >wrote: > >> Send rt-users mailing list submissions to >> rt-users at lists.fsck.com >> >> To subscribe or unsubscribe via the World Wide Web, visit >> http://lists.fsck.com/mailman/listinfo/rt-users >> or, via email, send a message with subject or body 'help' to >> rt-users-request at lists.fsck.com >> >> You can reach the person managing the list at >> rt-users-admin at lists.fsck.com >> >> When replying, please edit your Subject line so it is more specific >> than "Re: Contents of rt-users digest..." >> >> >> Today's Topics: >> >> 1. Dates in Stats offset (Alexander, John) >> 2. Re: Dates in Stats offset (David C. Troy) >> 3. Re: requestor parsing errors (Darrin Walton) >> 4. RE: Connect Failed Access denied for user (Boyko Dimitrov) >> 5. RE: Dates in Stats offset (Alexander, John) >> 6. operation order and changing queues (Christian Gilmore) >> 7. RE: Dates in Stats offset (David C. Troy) >> 8. Re: requestor parsing errors (Fred Purdue) >> 9. RE: Connect Failed Access denied for user (Boyko Dimitrov) >> 10. Upgrade to 2.0.13 .. step by step? (RT2 Troubles) >> 11. Re: Upgrade to 2-0-13 (Andrew Yager) >> >> --__--__-- >> >> Message: 1 >> From: "Alexander, John" >> To: "'rt-users at lists.fsck.com'" >> Date: Mon, 1 Apr 2002 15:31:49 -0500 >> Subject: [rt-users] Dates in Stats offset >> >> I've noticed that the dates displayed in the Stats pages is offset by one >> day. It is showing tickets for monday as being on sunday. Anyone seen >> this and know how to fix it? >> >> ------------------------------------------------------------------------- >> --- ------------ >> John Alexander john.alexander at fortrex.com >> Network Security Operations phone: 301-977-6966 >> Fortrex Technologies, Inc fax: 301-947-3539 >> Gaithersburg, MD >> http://www.fortrex.com >> >> Because Your Information is Your Business >> >> >> >> >> --__--__-- >> >> Message: 2 >> Date: Mon, 1 Apr 2002 15:34:57 -0500 (EST) >> From: "David C. Troy" >> To: "Alexander, John" >> Cc: "'rt-users at lists.fsck.com'" >> Subject: Re: [rt-users] Dates in Stats offset >> >> >> Is it perhaps a difference between GMT and EST? I think RT stores dates >> in GMT and then translates to the local timezone on the fly. >> >> Dave >> >> ===================================================================== >> David C. Troy [dave at toad.net] 410-544-6193 Sales >> ToadNet - Want to go fast? 410-544-1329 FAX >> 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net >> >> On Mon, 1 Apr 2002, Alexander, John wrote: >> >>> I've noticed that the dates displayed in the Stats pages is offset by one >>> day. It is showing tickets for monday as being on sunday. Anyone seen >>> this and know how to fix it? >>> >>> ------------------------------------------------------------------------ >>> ---- ------------ >>> John Alexander john.alexander at fortrex.com >>> Network Security Operations phone: 301-977-6966 >>> Fortrex Technologies, Inc fax: 301-947-3539 >>> Gaithersburg, MD >>> http://www.fortrex.com >>> >>> Because Your Information is Your Business >>> >>> >>> >>> _______________________________________________ >>> rt-users mailing list >>> rt-users at lists.fsck.com >>> http://lists.fsck.com/mailman/listinfo/rt-users >>> >> >> >> >> --__--__-- >> >> Message: 3 >> Date: Mon, 1 Apr 2002 16:13:16 -0500 >> From: Darrin Walton >> To: Fred Purdue >> Cc: rt-users at lists.fsck.com >> Subject: Re: [rt-users] requestor parsing errors >> Fred Purdue , rt-users at lists.fsck.com >> Organization: NIXC, Inc. >> >> |+ Mandrake Linux 2,4,8-26mdk >> |+ Apache-AdvancedExtranetServer/1.3.20 (Mandrake Linux/3mdk) >> |+ Perl 5.6.1 >> |+ mod_fastcgi-2.2.12 >> |+ Postfix (postfix-20010228-15mdk) >> |+ All dependencies checked out fine with 'make testdeps' >> |+ All dependencies are from CPAN less than 10 days ago. >> >> What version of RT? >> >> >> >> --__--__-- >> >> Message: 4 >> From: "Boyko Dimitrov" >> To: >> Subject: RE: [rt-users] Connect Failed Access denied for user >> Date: Mon, 1 Apr 2002 13:44:48 -0800 >> charset="iso-8859-1" >> >> This is new install and I used all default values. The only modification I >> had to do was to create rt_user in MySQL and give it privileges to RT2 >> (make install would fail until I did so). Would replacing the current >> config.pm (in /usr/local/rt2/etc) with the one unpacked in >> /tmp/rt-2-0-12/etc fix this? Do I need to try reinstalling until no >> errors are reported, or is my setup complete and this is just post >> install issue? >> >> Thanks again. >> >> -----Original Message----- >> From: rt-users-admin at lists.fsck.com >> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ferguson, Kevin >> Sent: Monday, April 01, 2002 12:08 PM >> To: 'Boyko Dimitrov' >> Cc: rt-users at lists.fsck.com >> Subject: RE: [rt-users] Connect Failed Access denied for user >> >> >> >> rt_user is the default username that RT uses for mysql. It looks >> like you modified either this or its password in your original >> RT config.pm file. The upgrade overwrites the config.pm file. >> Reinstate your site customizations in the new config.pm. >> >> >> >>> -----Original Message----- >>> From: Boyko Dimitrov [mailto:bdimitrov at advantageds.com] >>> Sent: Monday, April 01, 2002 1:27 PM >>> To: rt-users at lists.fsck.com >>> Subject: [rt-users] Connect Failed Access denied for user >>> >>> >>> I got the following "error" at the end of my RT installation. Should I >>> assume that RT is installed correctly and the only problem is user >>> name/password with mysql? Is there something I should edit? >>> >>> TIA. >>> Boyko >>> >>> Congratulations. RT has been upgraded. You should now check-over >>> /usr/local/rt2/etc/config.pm for any necessary site customization. >>> Additionally, >>> you should update RT's system database objects by running >>> /usr/local/rt2/etc/insertdata >>> where is the version of RT you're upgrading from. >>> /usr/bin/perl /usr/local/rt2/etc/insertdata >>> DBI->connect(dbname=rt2;host=localhost) failed: Access denied >>> for user: >>> 'rt_user at localhost' (Using password: YES) at >>> /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle >>> .pm line 121 >>> Connect Failed Access denied for user: 'rt_user at localhost' >>> (Using password: >>> YES) >>> at /usr/local/rt2/lib/RT/Handle.pm line 43 >>> *** Error code 255 >>> >>> Stop in /tmp/rt-2-0-12. >>> >>> >>> _______________________________________________ >>> 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 >> >> >> >> >> --__--__-- >> >> Message: 5 >> From: "Alexander, John" >> To: "'rt-users at lists.fsck.com'" >> Date: Mon, 1 Apr 2002 16:48:14 -0500 >> Subject: RE: [rt-users] Dates in Stats offset >> >> I checked the date/times in the tickets in question and GMT vs Local time >> does not account for the disparity. In the stats pages, all of mondays >> tickets are being counted for sunday. >> >> John Alexander >> >> >> -----Original Message----- >> From: David C. Troy [mailto:dave at toad.net] >> Sent: Monday, April 01, 2002 3:35 PM >> To: Alexander, John >> Cc: 'rt-users at lists.fsck.com' >> Subject: Re: [rt-users] Dates in Stats offset >> >> >> >> Is it perhaps a difference between GMT and EST? I think RT stores dates >> in GMT and then translates to the local timezone on the fly. >> >> Dave >> >> ===================================================================== >> David C. Troy [dave at toad.net] 410-544-6193 Sales >> ToadNet - Want to go fast? 410-544-1329 FAX >> 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net >> >> On Mon, 1 Apr 2002, Alexander, John wrote: >> >>> I've noticed that the dates displayed in the Stats pages is offset by one >>> day. It is showing tickets for monday as being on sunday. Anyone seen >> this >>> and know how to fix it? >>> >>> >> ------------------------------------------------------------------------- >> --- >>> ------------ >>> John Alexander john.alexander at fortrex.com >>> Network Security Operations phone: 301-977-6966 >>> Fortrex Technologies, Inc fax: 301-947-3539 >>> Gaithersburg, MD >>> http://www.fortrex.com >>> >>> Because Your Information is Your Business >>> >>> >>> >>> _______________________________________________ >>> rt-users mailing list >>> rt-users at lists.fsck.com >>> http://lists.fsck.com/mailman/listinfo/rt-users >>> >> >> >> --__--__-- >> >> Message: 6 >> From: "Christian Gilmore" >> To: "RT Users Mailing List (E-mail)" >> Date: Mon, 1 Apr 2002 15:45:05 -0600 >> charset="iso-8859-1" >> Subject: [rt-users] operation order and changing queues >> >> I have a little problem and hope there's a simple solution. I have >> multiple queues and potentially mutually exclusive privileged members of >> each queue. I need for people to be able to transfer tickets from one >> queue to the next via the web UI. This transfer occurs, but I see two sets >> of errors: >> >> 1) While the queue change does take effect, the web UI states: "Queue: 0" >> instead of what transaction actually occurred. >> >> 2) The system then complains that the user does not have sufficient >> privilege to change the remaining fields on the Basics page. Is there a >> way to enforce operational order so that queue change is the last possible >> transaction instead of the first to be reviewed? >> >> Thanks, >> Christian >> >> ----------------- >> Christian Gilmore >> Technology Leader >> GeT WW Global Applications Development >> IBM Software Group >> >> >> >> --__--__-- >> >> Message: 7 >> Date: Mon, 1 Apr 2002 16:56:11 -0500 (EST) >> From: "David C. Troy" >> To: "Alexander, John" >> Cc: "'rt-users at lists.fsck.com'" >> Subject: RE: [rt-users] Dates in Stats offset >> >> >> Might be a Sunday=0 vs. Sunday=1 problem then... >> >> ===================================================================== >> David C. Troy [dave at toad.net] 410-544-6193 Sales >> ToadNet - Want to go fast? 410-544-1329 FAX >> 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net >> >> On Mon, 1 Apr 2002, Alexander, John wrote: >> >>> I checked the date/times in the tickets in question and GMT vs Local time >>> does not account for the disparity. In the stats pages, all of mondays >>> tickets are being counted for sunday. >>> >>> John Alexander >>> >>> >>> -----Original Message----- >>> From: David C. Troy [mailto:dave at toad.net] >>> Sent: Monday, April 01, 2002 3:35 PM >>> To: Alexander, John >>> Cc: 'rt-users at lists.fsck.com' >>> Subject: Re: [rt-users] Dates in Stats offset >>> >>> >>> >>> Is it perhaps a difference between GMT and EST? I think RT stores dates >>> in GMT and then translates to the local timezone on the fly. >>> >>> Dave >>> >>> ===================================================================== >>> David C. Troy [dave at toad.net] 410-544-6193 Sales >>> ToadNet - Want to go fast? 410-544-1329 FAX >>> 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net >>> >>> On Mon, 1 Apr 2002, Alexander, John wrote: >>> >>> > I've noticed that the dates displayed in the Stats pages is offset by >>> > one day. It is showing tickets for monday as being on sunday. Anyone >>> > seen >>> this >>> > and know how to fix it? >>> > >>> > >>> ------------------------------------------------------------------------ >>> ---- >>> > ------------ >>> > John Alexander john.alexander at fortrex.com >>> > Network Security Operations phone: 301-977-6966 >>> > Fortrex Technologies, Inc fax: 301-947-3539 >>> > Gaithersburg, MD >>> > http://www.fortrex.com >>> > >>> > Because Your Information is Your Business >>> > >>> > >>> > >>> > _______________________________________________ >>> > 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 >>> >> >> >> >> --__--__-- >> >> Message: 8 >> Subject: Re: [rt-users] requestor parsing errors >> From: Fred Purdue >> To: Darrin Walton >> Cc: rt-users at lists.fsck.com >> <20020401161316.J99604 at nixc.net> >> Date: 01 Apr 2002 17:37:48 -0500 >> >> >> --=-R0t2xSqxcpo0RrSjlClN >> Content-Type: text/plain >> Content-Transfer-Encoding: 7bit >> >> Darrin, >> >> The version is 2.0.12 >> >> I found the cause of the problem (but not really the solution) >> >> " my $email = ~ >> s/\@(.*).newopportunitiesinc.org/\@newopportunitiesinc.org/; " >> >> The Canonical address translation was nuking anything that went through >> it. Once I replaced it with shift; and restarted httpd everything >> worked fine. My string looks exactly like the foo.com example that >> comes in config.pm. Any ideas what is wrong with it? Could the problem >> be that some of the mail is coming from/to another domain? >> (corp.newoppinc.org)? >> >> >> -- >> ------=====================================------ >> Fred Purdue General Technology Group >> E: Fred at GTGCorp.com www.gtgcorp.com >> P: (203) 235-7175 164 Scott St - Suite 1 >> C: (203) 605-6853 Meriden, CT 06450 >> ------=====================================------ >> >> |+ Mandrake Linux 2,4,8-26mdk >> |+ Apache-AdvancedExtranetServer/1.3.20 (Mandrake Linux/3mdk) >> |+ Perl 5.6.1 >> |+ mod_fastcgi-2.2.12 >> |+ Postfix (postfix-20010228-15mdk) >> |+ All dependencies checked out fine with 'make testdeps' >> |+ All dependencies are from CPAN less than 10 days ago. >> >> What version of RT? >> >> >> >> -- >> ------=====================================------ >> Fred Purdue General Technology Group >> E: Fred at GTGCorp.com www.gtgcorp.com >> P: (203) 235-7175 164 Scott St - Suite 1 >> C: (203) 605-6853 Meriden, CT 06450 >> ------=====================================------ >> >> --=-R0t2xSqxcpo0RrSjlClN >> Content-Type: text/html; charset=utf-8 >> >> >> >> >> >> >> >> >> Darrin, >>
>> >>
>> The version is 2.0.12 >>
>> >>
>> I found the cause of the problem (but not really the solution) >>
>> >>
>> "        my $email = ~ >> s/\@(.*).newopportunitiesinc.org/\@newopportunitiesinc.org/;  " >>
>> >>
>> The Canonical address translation was nuking anything that went through >> it.  Once I replaced it with shift; and restarted httpd everything >> worked fine.  My string looks exactly like the foo.com example that >> comes in config.pm.  Any ideas what is wrong with it?  Could >> the problem be that some of the mail is coming from/to another >> domain?  (corp.newoppinc.org)?
>> >>
>> >> >> >> >> >>
>>
-- 
>> ------=====================================------
>> Fred Purdue              General Technology Group 
>> E: Fred at GTGCorp.com               www.gtgcorp.com
>> P: (203) 235-7175          164 Scott St - Suite 1
>> C: (203) 605-6853               Meriden, CT 06450
>> ------=====================================------
>>
>> >>
>>
  |+ Mandrake Linux 2,4,8-26mdk
>>   |+ Apache-AdvancedExtranetServer/1.3.20 (Mandrake
>> Linux/3mdk)   |+ Perl 5.6.1
>>   |+ mod_fastcgi-2.2.12
>>   |+ Postfix (postfix-20010228-15mdk)
>>   |+ All dependencies checked out fine with 'make
>> testdeps'   |+ All dependencies are from
>> CPAN less than 10 days ago. 
>> What version of RT?
>> 
>> 
>>
>> >> >> >> >>
>>
-- 
>> ------=====================================------
>> Fred Purdue              General Technology Group 
>> E: Fred at GTGCorp.com               www.gtgcorp.com
>> P: (203) 235-7175          164 Scott St - Suite 1
>> C: (203) 605-6853               Meriden, CT 06450
>> ------=====================================------
>>
>> >> >> >> >> --=-R0t2xSqxcpo0RrSjlClN-- >> >> >> --__--__-- >> >> Message: 9 >> From: "Boyko Dimitrov" >> To: >> Subject: RE: [rt-users] Connect Failed Access denied for user >> Date: Mon, 1 Apr 2002 14:45:21 -0800 >> charset="iso-8859-1" >> >> Well looking in config.pm did solve my problem. I change the password in >> MySQL to the one in config.pm and the installation completed with the only >> complaint for /var/log/rt2 not existing. I created it and ran "make >> install" again no errors. >> >> This raises a question however. Should RT create all user/groups it needs >> during the install process. I had to create rt_user manually and edit it's >> privileges as well, including the directory above that finally solved my >> problem. Also the initial password I entered for rt_user should have been >> saved at the very beginning. >> >> -----Original Message----- >> From: rt-users-admin at lists.fsck.com >> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Boyko Dimitrov >> Sent: Monday, April 01, 2002 1:45 PM >> To: rt-users at lists.fsck.com >> Subject: RE: [rt-users] Connect Failed Access denied for user >> >> >> This is new install and I used all default values. The only modification I >> had to do was to create rt_user in MySQL and give it privileges to RT2 >> (make install would fail until I did so). Would replacing the current >> config.pm (in /usr/local/rt2/etc) with the one unpacked in >> /tmp/rt-2-0-12/etc fix this? Do I need to try reinstalling until no >> errors are reported, or is my setup complete and this is just post >> install issue? >> >> Thanks again. >> >> -----Original Message----- >> From: rt-users-admin at lists.fsck.com >> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ferguson, Kevin >> Sent: Monday, April 01, 2002 12:08 PM >> To: 'Boyko Dimitrov' >> Cc: rt-users at lists.fsck.com >> Subject: RE: [rt-users] Connect Failed Access denied for user >> >> >> >> rt_user is the default username that RT uses for mysql. It looks >> like you modified either this or its password in your original >> RT config.pm file. The upgrade overwrites the config.pm file. >> Reinstate your site customizations in the new config.pm. >> >> >> >>> -----Original Message----- >>> From: Boyko Dimitrov [mailto:bdimitrov at advantageds.com] >>> Sent: Monday, April 01, 2002 1:27 PM >>> To: rt-users at lists.fsck.com >>> Subject: [rt-users] Connect Failed Access denied for user >>> >>> >>> I got the following "error" at the end of my RT installation. Should I >>> assume that RT is installed correctly and the only problem is user >>> name/password with mysql? Is there something I should edit? >>> >>> TIA. >>> Boyko >>> >>> Congratulations. RT has been upgraded. You should now check-over >>> /usr/local/rt2/etc/config.pm for any necessary site customization. >>> Additionally, >>> you should update RT's system database objects by running >>> /usr/local/rt2/etc/insertdata >>> where is the version of RT you're upgrading from. >>> /usr/bin/perl /usr/local/rt2/etc/insertdata >>> DBI->connect(dbname=rt2;host=localhost) failed: Access denied >>> for user: >>> 'rt_user at localhost' (Using password: YES) at >>> /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle >>> .pm line 121 >>> Connect Failed Access denied for user: 'rt_user at localhost' >>> (Using password: >>> YES) >>> at /usr/local/rt2/lib/RT/Handle.pm line 43 >>> *** Error code 255 >>> >>> Stop in /tmp/rt-2-0-12. >>> >>> >>> _______________________________________________ >>> 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 >> >> >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.com >> http://lists.fsck.com/mailman/listinfo/rt-users >> >> >> >> >> --__--__-- >> >> Message: 10 >> charset="iso-8859-15" >> From: RT2 Troubles >> To: rt-users at lists.fsck.com >> Date: Mon, 1 Apr 2002 16:12:27 -0800 >> Subject: [rt-users] Upgrade to 2.0.13 .. step by step? >> >> So here's what I can gather for instructions on upgrading 2.0.11 to >> 2.0.13 and I'd like some feedback before I go ahead and try it: >> >> Download the rt.tar.gz >> tar xzvf rt.tar.gz >> cd rt-2-0-13 >> vi Makefile >> - change all options that are different on your install >> cp /path/to/rt2/etc/config.pm /etc/config.pm.backup >> make upgrade >> vi /path/to/rt2/etc/config.pm >> - reconfig based on the old backed up config >> /etc/rc.d/init.d/httpd restart >> >> Done? >> >> No stopping of services, no recompliing of Perl, no dependency hunting? >> Could it be that easy? >> >> -- RT2 Troubles >> >> >> --__--__-- >> >> Message: 11 >> Date: Tue, 02 Apr 2002 10:22:54 +1000 >> Subject: Re: [rt-users] Upgrade to 2-0-13 >> From: Andrew Yager >> To: rt-users >> >> Hi, >> >> Just thought I=B9d let people know that somone had enabled Apache::Status >> somewhere in my httpd.conf file... And this caused problems. >> >> But... We do have another interesting problem... >> >> When we start apache, we get >> >> mod_perl: >> mod_perl: Missing directive at end-of-file >> >> ... Everything appears to still work - but if anyone knows why we get this >> error (it seems to dissapear if you comment out PerlModule Apache::DBI >> through to ) >> >> Relevant section of httpd.conf file below... >> >> >> ServerName secure.somewhere.com.au >> ServerAdmin admin >> DocumentRoot /home/sites/site16/web >> ServerAlias secure.ultraserve.com.au >> Alias /queue/ /usr/local/rt2/WebRT/html/ >> PerlModule Apache::DBI >> PerlFreshRestart On >> PerlRequire /usr/local/rt2/bin/webmux.pl >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> RewriteEngine on >> RewriteCond %{HTTP_HOST} !^XXX.XXX.XXX.19(:80)?$ >> RewriteCond %{HTTP_HOST} !^secure.somewhere.com.au(:80)?$ >> RewriteRule ^/(.*) https://secure.somewhere.com.au/$1[L,R] >> RewriteOptions inherit >> AliasMatch ^/~([^/]+)(/(.*))? /home/sites/site16/users/$1/web/$3 >> AddHandler cgi-wrapper .cgi >> AddHandler cgi-wrapper .pl >> AddType application/x-httpd-php .php4 >> AddType application/x-httpd-php .php >> >> >> Thanks, >> Andrew >> >> >> On 1/4/02 9:46 PM, "Andrew Yager" wrote: >> >>> Hi, >>> =20 >>> Just upgraded from 2-0-5_03 to 2-0-13 (don=B9t you love version numbers)! >>> =20 >>> When I restart Apache I get: >>> =20 >>> Subroutine menu_item redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 46. >>> Subroutine handler redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 54. >>> Subroutine header redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 83. >>> Subroutine symdump redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 99. >>> Subroutine status_symdump redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 112. >>> Subroutine status_section_config redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 117. >>> Subroutine status_hooks redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 123. >>> Subroutine status_inc redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 138. >>> Subroutine status_script redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 169. >>> Subroutine status_rgysubs redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 183. >>> Subroutine status_env redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 197. >>> Subroutine status_sig redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 203. >>> Subroutine status_myconfig redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 217. >>> Subroutine status_inh_tree redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 222. >>> Subroutine status_isa_tree redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 223. >>> Subroutine status_data_dump redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 225. >>> Subroutine cv_file redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 241. >>> Subroutine status_cv_dump redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 246. >>> Subroutine status_config redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 281. >>> Subroutine b_graph_link redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 287. >>> Subroutine b_lexinfo_link redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 296. >>> Subroutine noh_b_lexinfo redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 304. >>> Subroutine b_terse_link redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 317. >>> Subroutine noh_b_terse redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 331. >>> Subroutine b_terse_size_link redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 340. >>> Subroutine noh_b_terse_size redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 354. >>> Subroutine b_package_size_link redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 365. >>> Subroutine noh_b_package_size redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 373. >>> Subroutine b_deparse_link redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 410. >>> Subroutine noh_b_deparse redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 419. >>> Subroutine b_fathom_link redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 430. >>> Subroutine noh_b_fathom redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 439. >>> Subroutine peek_link redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 449. >>> Subroutine noh_peek redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 457. >>> Subroutine xref_link redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 467. >>> Subroutine noh_xref redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 474. >>> Subroutine noh_b_graph redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 490. >>> Subroutine B::Graph::TIEHANDLE redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 532. >>> Subroutine B::Graph::PRINT redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 555. >>> Subroutine as_HTML redefined at >>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 562. >>> =20 >>> -- >>> :-) >>> =20 >>> RT doesn=B9t quite work =AD it logged me in ,but won=B9t log me out, and >>> won=B9t = >> let >>> me view any tickets or anything. >>> =20 >>> If anyone knows what I might have done wrong =AD I=B9d love to know... >>> It wor= >> ked >>> fine as 2-0-5... >>> =20 >>> Any assistance appreciated. >>> =20 >>> Thanks, >>> Andrew >>> =20 >>> ___________________ >>> 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/ >>> _________________________ >>> =20 >> >> >> ___________________ >> 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 >> >> >> End of rt-users Digest_______________________________________________ >> 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 ges at lumeta.com Tue Apr 2 12:47:37 2002 From: ges at lumeta.com (Glenn Sieb) Date: Tue, 02 Apr 2002 12:47:37 -0500 Subject: [rt-users] More on no-emails... Message-ID: <5.1.0.14.0.20020402124535.0276cda8@mail.corp.lumeta.com> Still, after reading the FAQ, checking my scrips/etcetc, I'm not able to send email from RT. Here's the output of a log file: /sw/rt/var/log $ cat rt.log.57138.0 syntax error at (eval 94) line 1, near "require Mail::Mailer::/usr/s" syntax error at (eval 111) line 1, near "require Mail::Mailer::/usr/s" syntax error at (eval 91) line 1, near "require Mail::Mailer::/usr/s" syntax error at (eval 108) line 1, near "require Mail::Mailer::/usr/s" syntax error at (eval 122) line 1, near "require Mail::Mailer::/usr/s" syntax error at (eval 91) line 1, near "require Mail::Mailer::/usr/s" syntax error at (eval 182) line 1, near "require Mail::Mailer::/usr/s" syntax error at (eval 196) line 1, near "require Mail::Mailer::/usr/s" I've grep'd through every RT directory I can find for Mail\:\:Mailer and can't find anything that matches. Can someone help point me in the right direction to find this so I can see what's going on? Thanks in advance, Frustratingly, Glenn --- Glenn E. Sieb, System Administrator Lumeta Corp. mailto:ges at lumeta.com +1 732 357-3514 (V) +1 732 564-0731 (Fax) From kukla at acsu.buffalo.edu Tue Apr 2 13:44:33 2002 From: kukla at acsu.buffalo.edu (kukla at acsu.buffalo.edu) Date: Tue, 02 Apr 2002 13:44:33 -0500 Subject: [rt-users] Re: rt-users digest, Vol 1 #637 - 2 msgs In-Reply-To: <20020402171002.3893025B8@pallas.eruditorum.org> Message-ID: <4142791564.1017755073@skiptonpc> Aye-Aye Sir! Stopping and re-starting did the trick. Thanks! Mike Kukla > Message: 1 > From: Vivek Khera > Date: Tue, 2 Apr 2002 11:44:43 -0500 > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] version number doesn't change after (presumably) > upgrading to rt-2-0-13 <4134529564.1017746811 at skiptonpc> > >>>>>> "k" == kukla writes: > > k> Harmless, a problem, or did I not actually upgrade? Has anyone else > k> noticed this? > > You did not stop and start your server, so nothing was reloaded. A > simple "restart" is not sufficient. > > This is a VFAQ on this list. > > > --__--__-- > > Message: 2 > To: rt-users at lists.fsck.com > From: Matt Disney > Subject: Re: [rt-users] version number doesn't change after (presumably) > upgrading to rt-2-0-13 Date: Tue, 02 Apr 2002 10:45:48 -0600 > > Did you stop/start your webserver? > > Since your RT number is in a perl module, and mod_perl (Maybe also > fcgi) caches perl modules, you need to stop and start your webserver > after changing any RT related perl module. > > This may or may not be your problem. But it is probably the most > frequently given answer to RT problems like this. > > Matt > > kukla at acsu.buffalo.edu writes: >> I've upgraded to rt-2-0-13 from 2-0-11 as recently recommended by Jesse, >> up to and including running >> >>> insertdata 2-0-11 >> >> The upgrade was entirely painless. >> >> However when I reach the login screen of our post-upgrade rt instance, >> the old version number still appears. >> >> Harmless, a problem, or did I not actually upgrade? Has anyone else >> noticed this? >> >> Mike Kukla >> University at Buffalo >> >> >> >> >> >> --On Monday, April 01, 2002, 7:30 PM -0500 >> rt-users-request at lists.fsck.com wrote: >> >>> Send rt-users mailing list submissions to >>> rt-users at lists.fsck.com >>> >>> To subscribe or unsubscribe via the World Wide Web, visit >>> http://lists.fsck.com/mailman/listinfo/rt-users >>> or, via email, send a message with subject or body 'help' to >>> rt-users-request at lists.fsck.com >>> >>> You can reach the person managing the list at >>> rt-users-admin at lists.fsck.com >>> >>> When replying, please edit your Subject line so it is more specific >>> than "Re: Contents of rt-users digest..." >>> >>> >>> Today's Topics: >>> >>> 1. Dates in Stats offset (Alexander, John) >>> 2. Re: Dates in Stats offset (David C. Troy) >>> 3. Re: requestor parsing errors (Darrin Walton) >>> 4. RE: Connect Failed Access denied for user (Boyko Dimitrov) >>> 5. RE: Dates in Stats offset (Alexander, John) >>> 6. operation order and changing queues (Christian Gilmore) >>> 7. RE: Dates in Stats offset (David C. Troy) >>> 8. Re: requestor parsing errors (Fred Purdue) >>> 9. RE: Connect Failed Access denied for user (Boyko Dimitrov) >>> 10. Upgrade to 2.0.13 .. step by step? (RT2 Troubles) >>> 11. Re: Upgrade to 2-0-13 (Andrew Yager) >>> >>> -- __--__-- >>> >>> Message: 1 >>> From: "Alexander, John" >>> To: "'rt-users at lists.fsck.com'" >>> Date: Mon, 1 Apr 2002 15:31:49 -0500 >>> Subject: [rt-users] Dates in Stats offset >>> >>> I've noticed that the dates displayed in the Stats pages is offset by >>> one day. It is showing tickets for monday as being on sunday. Anyone >>> seen this and know how to fix it? >>> >>> ----------------------------------------------------------------------- >>> -- --- ------------ >>> John Alexander john.alexander at fortrex.com >>> Network Security Operations phone: 301-977-6966 >>> Fortrex Technologies, Inc fax: 301-947-3539 >>> Gaithersburg, MD >>> http://www.fortrex.com >>> >>> Because Your Information is Your Business >>> >>> >>> >>> >>> -- __--__-- >>> >>> Message: 2 >>> Date: Mon, 1 Apr 2002 15:34:57 -0500 (EST) >>> From: "David C. Troy" >>> To: "Alexander, John" >>> Cc: "'rt-users at lists.fsck.com'" >>> Subject: Re: [rt-users] Dates in Stats offset >>> >>> >>> Is it perhaps a difference between GMT and EST? I think RT stores dates >>> in GMT and then translates to the local timezone on the fly. >>> >>> Dave >>> >>> ===================================================================== >>> David C. Troy [dave at toad.net] 410-544-6193 Sales >>> ToadNet - Want to go fast? 410-544-1329 FAX >>> 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net >>> >>> On Mon, 1 Apr 2002, Alexander, John wrote: >>> >>>> I've noticed that the dates displayed in the Stats pages is offset by >>>> one day. It is showing tickets for monday as being on sunday. Anyone >>>> seen this and know how to fix it? >>>> >>>> ---------------------------------------------------------------------- >>>> -- ---- ------------ >>>> John Alexander john.alexander at fortrex.com >>>> Network Security Operations phone: 301-977-6966 >>>> Fortrex Technologies, Inc fax: 301-947-3539 >>>> Gaithersburg, MD >>>> http://www.fortrex.com >>>> >>>> Because Your Information is Your Business >>>> >>>> >>>> >>>> _______________________________________________ >>>> rt-users mailing list >>>> rt-users at lists.fsck.com >>>> http://lists.fsck.com/mailman/listinfo/rt-users >>>> >>> >>> >>> >>> -- __--__-- >>> >>> Message: 3 >>> Date: Mon, 1 Apr 2002 16:13:16 -0500 >>> From: Darrin Walton >>> To: Fred Purdue >>> Cc: rt-users at lists.fsck.com >>> Subject: Re: [rt-users] requestor parsing errors >>> Fred Purdue , rt-users at lists.fsck.com >>> Organization: NIXC, Inc. >>> >>> |+ Mandrake Linux 2,4,8-26mdk >>> |+ Apache-AdvancedExtranetServer/1.3.20 (Mandrake Linux/3mdk) >>> |+ Perl 5.6.1 >>> |+ mod_fastcgi-2.2.12 >>> |+ Postfix (postfix-20010228-15mdk) >>> |+ All dependencies checked out fine with 'make testdeps' >>> |+ All dependencies are from CPAN less than 10 days ago. >>> >>> What version of RT? >>> >>> >>> >>> -- __--__-- >>> >>> Message: 4 >>> From: "Boyko Dimitrov" >>> To: >>> Subject: RE: [rt-users] Connect Failed Access denied for user >>> Date: Mon, 1 Apr 2002 13:44:48 -0800 >>> charset="iso-8859-1" >>> >>> This is new install and I used all default values. The only >>> modification I had to do was to create rt_user in MySQL and give it >>> privileges to RT2 (make install would fail until I did so). Would >>> replacing the current config.pm (in /usr/local/rt2/etc) with the one >>> unpacked in >>> /tmp/rt-2-0-12/etc fix this? Do I need to try reinstalling until no >>> errors are reported, or is my setup complete and this is just post >>> install issue? >>> >>> Thanks again. >>> >>> -----Original Message----- >>> From: rt-users-admin at lists.fsck.com >>> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ferguson, Kevin >>> Sent: Monday, April 01, 2002 12:08 PM >>> To: 'Boyko Dimitrov' >>> Cc: rt-users at lists.fsck.com >>> Subject: RE: [rt-users] Connect Failed Access denied for user >>> >>> >>> >>> rt_user is the default username that RT uses for mysql. It looks >>> like you modified either this or its password in your original >>> RT config.pm file. The upgrade overwrites the config.pm file. >>> Reinstate your site customizations in the new config.pm. >>> >>> >>> >>>> -----Original Message----- >>>> From: Boyko Dimitrov [mailto:bdimitrov at advantageds.com] >>>> Sent: Monday, April 01, 2002 1:27 PM >>>> To: rt-users at lists.fsck.com >>>> Subject: [rt-users] Connect Failed Access denied for user >>>> >>>> >>>> I got the following "error" at the end of my RT installation. Should I >>>> assume that RT is installed correctly and the only problem is user >>>> name/password with mysql? Is there something I should edit? >>>> >>>> TIA. >>>> Boyko >>>> >>>> Congratulations. RT has been upgraded. You should now check-over >>>> /usr/local/rt2/etc/config.pm for any necessary site customization. >>>> Additionally, >>>> you should update RT's system database objects by running >>>> /usr/local/rt2/etc/insertdata >>>> where is the version of RT you're upgrading from. >>>> /usr/bin/perl /usr/local/rt2/etc/insertdata >>>> DBI->connect(dbname=rt2;host=localhost) failed: Access denied >>>> for user: >>>> 'rt_user at localhost' (Using password: YES) at >>>> /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle >>>> .pm line 121 >>>> Connect Failed Access denied for user: 'rt_user at localhost' >>>> (Using password: >>>> YES) >>>> at /usr/local/rt2/lib/RT/Handle.pm line 43 >>>> *** Error code 255 >>>> >>>> Stop in /tmp/rt-2-0-12. >>>> >>>> >>>> _______________________________________________ >>>> 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 >>> >>> >>> >>> >>> -- __--__-- >>> >>> Message: 5 >>> From: "Alexander, John" >>> To: "'rt-users at lists.fsck.com'" >>> Date: Mon, 1 Apr 2002 16:48:14 -0500 >>> Subject: RE: [rt-users] Dates in Stats offset >>> >>> I checked the date/times in the tickets in question and GMT vs Local >>> time does not account for the disparity. In the stats pages, all of >>> mondays tickets are being counted for sunday. >>> >>> John Alexander >>> >>> >>> -----Original Message----- >>> From: David C. Troy [mailto:dave at toad.net] >>> Sent: Monday, April 01, 2002 3:35 PM >>> To: Alexander, John >>> Cc: 'rt-users at lists.fsck.com' >>> Subject: Re: [rt-users] Dates in Stats offset >>> >>> >>> >>> Is it perhaps a difference between GMT and EST? I think RT stores dates >>> in GMT and then translates to the local timezone on the fly. >>> >>> Dave >>> >>> ===================================================================== >>> David C. Troy [dave at toad.net] 410-544-6193 Sales >>> ToadNet - Want to go fast? 410-544-1329 FAX >>> 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net >>> >>> On Mon, 1 Apr 2002, Alexander, John wrote: >>> >>>> I've noticed that the dates displayed in the Stats pages is offset by >>>> one day. It is showing tickets for monday as being on sunday. Anyone >>>> seen >>> this >>>> and know how to fix it? >>>> >>>> >>> ----------------------------------------------------------------------- >>> -- --- >>>> ------------ >>>> John Alexander john.alexander at fortrex.com >>>> Network Security Operations phone: 301-977-6966 >>>> Fortrex Technologies, Inc fax: 301-947-3539 >>>> Gaithersburg, MD >>>> http://www.fortrex.com >>>> >>>> Because Your Information is Your Business >>>> >>>> >>>> >>>> _______________________________________________ >>>> rt-users mailing list >>>> rt-users at lists.fsck.com >>>> http://lists.fsck.com/mailman/listinfo/rt-users >>>> >>> >>> >>> -- __--__-- >>> >>> Message: 6 >>> From: "Christian Gilmore" >>> To: "RT Users Mailing List (E-mail)" >>> Date: Mon, 1 Apr 2002 15:45:05 -0600 >>> charset="iso-8859-1" >>> Subject: [rt-users] operation order and changing queues >>> >>> I have a little problem and hope there's a simple solution. I have >>> multiple queues and potentially mutually exclusive privileged members of >>> each queue. I need for people to be able to transfer tickets from one >>> queue to the next via the web UI. This transfer occurs, but I see two >>> sets of errors: >>> >>> 1) While the queue change does take effect, the web UI states: "Queue: >>> 0" instead of what transaction actually occurred. >>> >>> 2) The system then complains that the user does not have sufficient >>> privilege to change the remaining fields on the Basics page. Is there a >>> way to enforce operational order so that queue change is the last >>> possible transaction instead of the first to be reviewed? >>> >>> Thanks, >>> Christian >>> >>> ----------------- >>> Christian Gilmore >>> Technology Leader >>> GeT WW Global Applications Development >>> IBM Software Group >>> >>> >>> >>> -- __--__-- >>> >>> Message: 7 >>> Date: Mon, 1 Apr 2002 16:56:11 -0500 (EST) >>> From: "David C. Troy" >>> To: "Alexander, John" >>> Cc: "'rt-users at lists.fsck.com'" >>> Subject: RE: [rt-users] Dates in Stats offset >>> >>> >>> Might be a Sunday=0 vs. Sunday=1 problem then... >>> >>> ===================================================================== >>> David C. Troy [dave at toad.net] 410-544-6193 Sales >>> ToadNet - Want to go fast? 410-544-1329 FAX >>> 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net >>> >>> On Mon, 1 Apr 2002, Alexander, John wrote: >>> >>>> I checked the date/times in the tickets in question and GMT vs Local >>>> time does not account for the disparity. In the stats pages, all of >>>> mondays tickets are being counted for sunday. >>>> >>>> John Alexander >>>> >>>> >>>> -----Original Message----- >>>> From: David C. Troy [mailto:dave at toad.net] >>>> Sent: Monday, April 01, 2002 3:35 PM >>>> To: Alexander, John >>>> Cc: 'rt-users at lists.fsck.com' >>>> Subject: Re: [rt-users] Dates in Stats offset >>>> >>>> >>>> >>>> Is it perhaps a difference between GMT and EST? I think RT stores >>>> dates in GMT and then translates to the local timezone on the fly. >>>> >>>> Dave >>>> >>>> ===================================================================== >>>> David C. Troy [dave at toad.net] 410-544-6193 Sales >>>> ToadNet - Want to go fast? 410-544-1329 FAX >>>> 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net >>>> >>>> On Mon, 1 Apr 2002, Alexander, John wrote: >>>> >>>> > I've noticed that the dates displayed in the Stats pages is offset by >>>> > one day. It is showing tickets for monday as being on sunday. >>>> > Anyone seen >>>> this >>>> > and know how to fix it? >>>> > >>>> > >>>> ---------------------------------------------------------------------- >>>> -- ---- >>>> > ------------ >>>> > John Alexander john.alexander at fortrex.com >>>> > Network Security Operations phone: 301-977-6966 >>>> > Fortrex Technologies, Inc fax: 301-947-3539 >>>> > Gaithersburg, MD >>>> > http://www.fortrex.com >>>> > >>>> > Because Your Information is Your Business >>>> > >>>> > >>>> > >>>> > _______________________________________________ >>>> > 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 >>>> >>> >>> >>> >>> -- __--__-- >>> >>> Message: 8 >>> Subject: Re: [rt-users] requestor parsing errors >>> From: Fred Purdue >>> To: Darrin Walton >>> Cc: rt-users at lists.fsck.com >>> <20020401161316.J99604 at nixc.net> >>> Date: 01 Apr 2002 17:37:48 -0500 >>> >>> >>> --=-R0t2xSqxcpo0RrSjlClN >>> Content-Type: text/plain >>> Content-Transfer-Encoding: 7bit >>> >>> Darrin, >>> >>> The version is 2.0.12 >>> >>> I found the cause of the problem (but not really the solution) >>> >>> " my $email = ~ >>> s/\@(.*).newopportunitiesinc.org/\@newopportunitiesinc.org/; " >>> >>> The Canonical address translation was nuking anything that went through >>> it. Once I replaced it with shift; and restarted httpd everything >>> worked fine. My string looks exactly like the foo.com example that >>> comes in config.pm. Any ideas what is wrong with it? Could the problem >>> be that some of the mail is coming from/to another domain? >>> (corp.newoppinc.org)? >>> >>> >>> -- >>> ------=====================================------ >>> Fred Purdue General Technology Group >>> E: Fred at GTGCorp.com www.gtgcorp.com >>> P: (203) 235-7175 164 Scott St - Suite 1 >>> C: (203) 605-6853 Meriden, CT 06450 >>> ------=====================================------ >>> >>> |+ Mandrake Linux 2,4,8-26mdk >>> |+ Apache-AdvancedExtranetServer/1.3.20 (Mandrake Linux/3mdk) >>> |+ Perl 5.6.1 >>> |+ mod_fastcgi-2.2.12 >>> |+ Postfix (postfix-20010228-15mdk) >>> |+ All dependencies checked out fine with 'make testdeps' >>> |+ All dependencies are from CPAN less than 10 days ago. >>> >>> What version of RT? >>> >>> >>> >>> -- >>> ------=====================================------ >>> Fred Purdue General Technology Group >>> E: Fred at GTGCorp.com www.gtgcorp.com >>> P: (203) 235-7175 164 Scott St - Suite 1 >>> C: (203) 605-6853 Meriden, CT 06450 >>> ------=====================================------ >>> >>> --=-R0t2xSqxcpo0RrSjlClN >>> Content-Type: text/html; charset=utf-8 >>> >>> >>> >>> >>> >>> >>> >>> >>> Darrin, >>>
>>> >>>
>>> The version is 2.0.12 >>>
>>> >>>
>>> I found the cause of the problem (but not really the solution) >>>
>>> >>>
>>> "        my $email = ~ >>> s/\@(.*).newopportunitiesinc.org/\@newopportunitiesinc.org/;  >>> "
>>> >>>
>>> The Canonical address translation was nuking anything that went through >>> it.  Once I replaced it with shift; and restarted httpd everything >>> worked fine.  My string looks exactly like the foo.com example that >>> comes in config.pm.  Any ideas what is wrong with it?  Could >>> the problem be that some of the mail is coming from/to another >>> domain?  (corp.newoppinc.org)?
>>> >>>
>>> >>> >>> >>> >>> >>>
>>>
-- 
>>> ------=====================================------
>>> Fred Purdue              General Technology Group 
>>> E: Fred at GTGCorp.com               www.gtgcorp.com
>>> P: (203) 235-7175          164 Scott St - Suite 1
>>> C: (203) 605-6853               Meriden, CT 06450
>>> ------=====================================------
>>>
>>> >>>
>>>
  |+ Mandrake Linux 2,4,8-26mdk
>>>   |+ Apache-AdvancedExtranetServer/1.3.20 (Mandrake
>>> Linux/3mdk)   |+ Perl 5.6.1
>>>   |+ mod_fastcgi-2.2.12
>>>   |+ Postfix (postfix-20010228-15mdk)
>>>   |+ All dependencies checked out fine with 'make
>>> testdeps'   |+ All dependencies are from
>>> CPAN less than 10 days ago. 
>>> What version of RT?
>>> 
>>> 
>>>
>>> >>> >>> >>> >>>
>>>
-- 
>>> ------=====================================------
>>> Fred Purdue              General Technology Group 
>>> E: Fred at GTGCorp.com               www.gtgcorp.com
>>> P: (203) 235-7175          164 Scott St - Suite 1
>>> C: (203) 605-6853               Meriden, CT 06450
>>> ------=====================================------
>>>
>>> >>> >>> >>> >>> --=-R0t2xSqxcpo0RrSjlClN-- >>> >>> >>> -- __--__-- >>> >>> Message: 9 >>> From: "Boyko Dimitrov" >>> To: >>> Subject: RE: [rt-users] Connect Failed Access denied for user >>> Date: Mon, 1 Apr 2002 14:45:21 -0800 >>> charset="iso-8859-1" >>> >>> Well looking in config.pm did solve my problem. I change the password in >>> MySQL to the one in config.pm and the installation completed with the >>> only complaint for /var/log/rt2 not existing. I created it and ran "make >>> install" again no errors. >>> >>> This raises a question however. Should RT create all user/groups it >>> needs during the install process. I had to create rt_user manually and >>> edit it's privileges as well, including the directory above that >>> finally solved my problem. Also the initial password I entered for >>> rt_user should have been saved at the very beginning. >>> >>> -----Original Message----- >>> From: rt-users-admin at lists.fsck.com >>> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Boyko Dimitrov >>> Sent: Monday, April 01, 2002 1:45 PM >>> To: rt-users at lists.fsck.com >>> Subject: RE: [rt-users] Connect Failed Access denied for user >>> >>> >>> This is new install and I used all default values. The only >>> modification I had to do was to create rt_user in MySQL and give it >>> privileges to RT2 (make install would fail until I did so). Would >>> replacing the current config.pm (in /usr/local/rt2/etc) with the one >>> unpacked in >>> /tmp/rt-2-0-12/etc fix this? Do I need to try reinstalling until no >>> errors are reported, or is my setup complete and this is just post >>> install issue? >>> >>> Thanks again. >>> >>> -----Original Message----- >>> From: rt-users-admin at lists.fsck.com >>> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ferguson, Kevin >>> Sent: Monday, April 01, 2002 12:08 PM >>> To: 'Boyko Dimitrov' >>> Cc: rt-users at lists.fsck.com >>> Subject: RE: [rt-users] Connect Failed Access denied for user >>> >>> >>> >>> rt_user is the default username that RT uses for mysql. It looks >>> like you modified either this or its password in your original >>> RT config.pm file. The upgrade overwrites the config.pm file. >>> Reinstate your site customizations in the new config.pm. >>> >>> >>> >>>> -----Original Message----- >>>> From: Boyko Dimitrov [mailto:bdimitrov at advantageds.com] >>>> Sent: Monday, April 01, 2002 1:27 PM >>>> To: rt-users at lists.fsck.com >>>> Subject: [rt-users] Connect Failed Access denied for user >>>> >>>> >>>> I got the following "error" at the end of my RT installation. Should I >>>> assume that RT is installed correctly and the only problem is user >>>> name/password with mysql? Is there something I should edit? >>>> >>>> TIA. >>>> Boyko >>>> >>>> Congratulations. RT has been upgraded. You should now check-over >>>> /usr/local/rt2/etc/config.pm for any necessary site customization. >>>> Additionally, >>>> you should update RT's system database objects by running >>>> /usr/local/rt2/etc/insertdata >>>> where is the version of RT you're upgrading from. >>>> /usr/bin/perl /usr/local/rt2/etc/insertdata >>>> DBI->connect(dbname=rt2;host=localhost) failed: Access denied >>>> for user: >>>> 'rt_user at localhost' (Using password: YES) at >>>> /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle >>>> .pm line 121 >>>> Connect Failed Access denied for user: 'rt_user at localhost' >>>> (Using password: >>>> YES) >>>> at /usr/local/rt2/lib/RT/Handle.pm line 43 >>>> *** Error code 255 >>>> >>>> Stop in /tmp/rt-2-0-12. >>>> >>>> >>>> _______________________________________________ >>>> 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 >>> >>> >>> >>> _______________________________________________ >>> rt-users mailing list >>> rt-users at lists.fsck.com >>> http://lists.fsck.com/mailman/listinfo/rt-users >>> >>> >>> >>> >>> -- __--__-- >>> >>> Message: 10 >>> charset="iso-8859-15" >>> From: RT2 Troubles >>> To: rt-users at lists.fsck.com >>> Date: Mon, 1 Apr 2002 16:12:27 -0800 >>> Subject: [rt-users] Upgrade to 2.0.13 .. step by step? >>> >>> So here's what I can gather for instructions on upgrading 2.0.11 to >>> 2.0.13 and I'd like some feedback before I go ahead and try it: >>> >>> Download the rt.tar.gz >>> tar xzvf rt.tar.gz >>> cd rt-2-0-13 >>> vi Makefile >>> - change all options that are different on your install >>> cp /path/to/rt2/etc/config.pm /etc/config.pm.backup >>> make upgrade >>> vi /path/to/rt2/etc/config.pm >>> - reconfig based on the old backed up config >>> /etc/rc.d/init.d/httpd restart >>> >>> Done? >>> >>> No stopping of services, no recompliing of Perl, no dependency hunting? >>> Could it be that easy? >>> >>> -- RT2 Troubles >>> >>> >>> -- __--__-- >>> >>> Message: 11 >>> Date: Tue, 02 Apr 2002 10:22:54 +1000 >>> Subject: Re: [rt-users] Upgrade to 2-0-13 >>> From: Andrew Yager >>> To: rt-users >>> >>> Hi, >>> >>> Just thought I=B9d let people know that somone had enabled >>> Apache::Status somewhere in my httpd.conf file... And this caused >>> problems. >>> >>> But... We do have another interesting problem... >>> >>> When we start apache, we get >>> >>> mod_perl: >>> mod_perl: Missing directive at end-of-file >>> >>> ... Everything appears to still work - but if anyone knows why we get >>> this error (it seems to dissapear if you comment out PerlModule >>> Apache::DBI through to ) >>> >>> Relevant section of httpd.conf file below... >>> >>> >>> ServerName secure.somewhere.com.au >>> ServerAdmin admin >>> DocumentRoot /home/sites/site16/web >>> ServerAlias secure.ultraserve.com.au >>> Alias /queue/ /usr/local/rt2/WebRT/html/ >>> PerlModule Apache::DBI >>> PerlFreshRestart On >>> PerlRequire /usr/local/rt2/bin/webmux.pl >>> >>> SetHandler perl-script >>> PerlHandler RT::Mason >>> >>> RewriteEngine on >>> RewriteCond %{HTTP_HOST} !^XXX.XXX.XXX.19(:80)?$ >>> RewriteCond %{HTTP_HOST} !^secure.somewhere.com.au(:80)?$ >>> RewriteRule ^/(.*) >>> https://secure.somewhere.com.au/$1[L,R] RewriteOptions inherit >>> AliasMatch ^/~([^/]+)(/(.*))? /home/sites/site16/users/$1/web/$3 >>> AddHandler cgi-wrapper .cgi >>> AddHandler cgi-wrapper .pl >>> AddType application/x-httpd-php .php4 >>> AddType application/x-httpd-php .php >>> >>> >>> Thanks, >>> Andrew >>> >>> >>> On 1/4/02 9:46 PM, "Andrew Yager" wrote: >>> >>>> Hi, >>>> =20 >>>> Just upgraded from 2-0-5_03 to 2-0-13 (don=B9t you love version >>>> numbers)! =20 >>>> When I restart Apache I get: >>>> =20 >>>> Subroutine menu_item redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 46. >>>> Subroutine handler redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 54. >>>> Subroutine header redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 83. >>>> Subroutine symdump redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 99. >>>> Subroutine status_symdump redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 112. >>>> Subroutine status_section_config redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 117. >>>> Subroutine status_hooks redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 123. >>>> Subroutine status_inc redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 138. >>>> Subroutine status_script redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 169. >>>> Subroutine status_rgysubs redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 183. >>>> Subroutine status_env redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 197. >>>> Subroutine status_sig redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 203. >>>> Subroutine status_myconfig redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 217. >>>> Subroutine status_inh_tree redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 222. >>>> Subroutine status_isa_tree redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 223. >>>> Subroutine status_data_dump redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 225. >>>> Subroutine cv_file redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 241. >>>> Subroutine status_cv_dump redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 246. >>>> Subroutine status_config redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 281. >>>> Subroutine b_graph_link redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 287. >>>> Subroutine b_lexinfo_link redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 296. >>>> Subroutine noh_b_lexinfo redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 304. >>>> Subroutine b_terse_link redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 317. >>>> Subroutine noh_b_terse redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 331. >>>> Subroutine b_terse_size_link redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 340. >>>> Subroutine noh_b_terse_size redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 354. >>>> Subroutine b_package_size_link redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 365. >>>> Subroutine noh_b_package_size redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 373. >>>> Subroutine b_deparse_link redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 410. >>>> Subroutine noh_b_deparse redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 419. >>>> Subroutine b_fathom_link redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 430. >>>> Subroutine noh_b_fathom redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 439. >>>> Subroutine peek_link redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 449. >>>> Subroutine noh_peek redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 457. >>>> Subroutine xref_link redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 467. >>>> Subroutine noh_xref redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 474. >>>> Subroutine noh_b_graph redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 490. >>>> Subroutine B::Graph::TIEHANDLE redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 532. >>>> Subroutine B::Graph::PRINT redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 555. >>>> Subroutine as_HTML redefined at >>>> /usr/lib/perl5/site_perl/5.005/i386-linux/Apache/Status.pm line 562. >>>> =20 >>>> -- >>>> :-) >>>> =20 >>>> RT doesn=B9t quite work =AD it logged me in ,but won=B9t log me out, >>>> and won=B9t = >>> let >>>> me view any tickets or anything. >>>> =20 >>>> If anyone knows what I might have done wrong =AD I=B9d love to know... >>>> It wor= >>> ked >>>> fine as 2-0-5... >>>> =20 >>>> Any assistance appreciated. >>>> =20 >>>> Thanks, >>>> Andrew >>>> =20 >>>> ___________________ >>>> 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/ >>>> _________________________ >>>> =20 >>> >>> >>> ___________________ >>> 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 >>> >>> >>> End of rt-users Digest_______________________________________________ >>> 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 >> > > > > --__--__-- > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > > End of rt-users Digest_______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From hollow1 at cc.gatech.edu Tue Apr 2 15:00:00 2002 From: hollow1 at cc.gatech.edu (James Adam Sigler) Date: Tue, 2 Apr 2002 15:00:00 -0500 (EST) Subject: [rt-users] Cc Message-ID: All, When a user submits an help request to the system with email addresses in the CC line of the email message, they do not get put into the watchers lists under Cc for that help request. After looking over the RT source it would appear that this is not the intended behavior. Let me know if there is an easy fix or if this is the intended performance. I am using RT-2-0-11.y -- Sincerely, -James Adam Sigler- James Adam Sigler College of Computing Georgia Tech Phone: 404-385-1279 Office: CRB 251D Email: hollow1 at cc.gatech.edu From atporter at primate.net Tue Apr 2 15:21:17 2002 From: atporter at primate.net (Aaron T Porter) Date: Tue, 2 Apr 2002 12:21:17 -0800 Subject: [rt-users] Canned Responses to Tickets Message-ID: <20020402202117.GA26755@primate.net> Working my way back through the 19mb of list archives, but I haven't found an answer to this yet... What I'd like to be able to do is send Templated responses from the "Ticket:Update" page, basically a pulldown menu of canned answers to FAQs that I can't easily regexp with a Scrip. Has anyone done something like this yet? If I'm going to end up coding this myself, is my first impulse to tie into the existing Scrips/Templates system a good one? From dave at toad.net Tue Apr 2 15:30:53 2002 From: dave at toad.net (David C. Troy) Date: Tue, 2 Apr 2002 15:30:53 -0500 (EST) Subject: [rt-users] Canned Responses to Tickets In-Reply-To: <20020402202117.GA26755@primate.net> Message-ID: Aaron, Take a look at 'StockAnswers' in the contrib section. It will do this. However, with all due respect to its author, I agree with you that tying the replies into the database (in the Templates) section wakes way more sense than storing them separately in the filesystem the way StockAnswers does. One of the reasons we all use RT is to take advantage of its distributed, collaborative security model, and StockAnswers breaks that by requiring that a user play with Unix files. StockAnswers also (apparently, correct me if I'm wrong) squirts down EVERY stock reply with EVERY 'Update' page (so that they can be selected via Javascript, client side), which seems to me to be wasteful and inelegant, though certainly understandable and practical. Though I know many folks are using StockAnswers successfully, how about giving access to Templates for user replies? Is this an easy change Jesse? Dave ===================================================================== David C. Troy [dave at toad.net] 410-544-6193 Sales ToadNet - Want to go fast? 410-544-1329 FAX 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net On Tue, 2 Apr 2002, Aaron T Porter wrote: > > Working my way back through the 19mb of list archives, but I > haven't found an answer to this yet... > > What I'd like to be able to do is send Templated responses from > the "Ticket:Update" page, basically a pulldown menu of canned answers to > FAQs that I can't easily regexp with a Scrip. Has anyone done something > like this yet? If I'm going to end up coding this myself, is my first > impulse to tie into the existing Scrips/Templates system a good one? > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From chris at hostorlando.com Tue Apr 2 15:32:01 2002 From: chris at hostorlando.com (Chris Scott) Date: Tue, 2 Apr 2002 15:32:01 -0500 Subject: [rt-users] Cc In-Reply-To: Message-ID: It appears this is intended behavior since 2-0-13 now states this in the comment/reply area underneath the CC: input box. Chris > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of James Adam Sigler > Sent: Tuesday, April 02, 2002 3:00 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Cc > > > All, > > When a user submits an help request to the system with email > addresses in the CC line of the email message, they do not get put into > the watchers lists under Cc for that help request. After looking over the > RT source it would appear that this is not the intended behavior. Let me > know if there is an easy fix or if this is the intended performance. I am > using RT-2-0-11.y > > -- > > Sincerely, > -James Adam Sigler- > > > > James Adam Sigler > College of Computing > Georgia Tech > Phone: 404-385-1279 > Office: CRB 251D > Email: hollow1 at cc.gatech.edu > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > From khera at kcilink.com Tue Apr 2 15:46:50 2002 From: khera at kcilink.com (Vivek Khera) Date: Tue, 2 Apr 2002 15:46:50 -0500 Subject: [rt-users] Canned Responses to Tickets In-Reply-To: References: <20020402202117.GA26755@primate.net> Message-ID: <15530.6330.96117.354779@onceler.kciLink.com> >>>>> "DCT" == David C Troy writes: DCT> Though I know many folks are using StockAnswers successfully, how about DCT> giving access to Templates for user replies? Is this an easy change DCT> Jesse? I tried putting together a consortium to pay Jesse for this feature a while back, but we came up *way* short of the estimate he gave me for the project. Footing the whole bill was just not possible for us, so we gave up that hope for now. Maybe another day. From pdh at snapgear.com Tue Apr 2 16:45:49 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Apr 2002 07:45:49 +1000 Subject: [rt-users] Cc In-Reply-To: References: Message-ID: <20020402214549.GA367@luggage> James Adam Sigler wrote: > When a user submits an help request to the system with email > addresses in the CC line of the email message, they do not get put into > the watchers lists under Cc for that help request. After looking over the > RT source it would appear that this is not the intended behavior. Let me > know if there is an easy fix or if this is the intended performance. I am > using RT-2-0-11.y This was answered here a couple of weeks ago: http://lists.fsck.com/pipermail/rt-users/2002-March/007301.html From purp at wildbrain.com Tue Apr 2 17:44:45 2002 From: purp at wildbrain.com (Jim Meyer) Date: 02 Apr 2002 14:44:45 -0800 Subject: [rt-users] Comments come "From:" Correspondence address, not Comment address Message-ID: <1017787485.12189.222.camel@milagro.wildbrain.com> Howdy! The subject pretty much says it all; our comments since 2.0.9 have always been "From:" the correspondence address. This is probably something I've misconfigured, but I can't find it. I've checked the WebRT configuration (which shows them correctly). I've worked around it by adding: Reply-To: {$Transaction->TicketObj()->QueueObj()->CommentAddress} ...to the template, which causes replies to those emails to enter through the comment alias, solving the problem. However, any comment entered from WebRT comes "From:" the correspondence address. Has anyone else seen this one? Thanks! --j, with gun aimed firmly at foot. -- Jim Meyer, Geek At Large purp at wildbrain.com From pdh at snapgear.com Tue Apr 2 18:14:27 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Apr 2002 09:14:27 +1000 Subject: [rt-users] Comments come "From:" Correspondence address, not Comment address In-Reply-To: <1017787485.12189.222.camel@milagro.wildbrain.com> References: <1017787485.12189.222.camel@milagro.wildbrain.com> Message-ID: <20020402231427.GE367@luggage> Jim Meyer wrote: > The subject pretty much says it all; our comments since 2.0.9 have > always been "From:" the correspondence address. This is probably > something I've misconfigured, but I can't find it. I've checked the > WebRT configuration (which shows them correctly). Your "OnComment" scrip is a "Notify" instead of a "NotifyAsComment". From purp at wildbrain.com Tue Apr 2 19:28:36 2002 From: purp at wildbrain.com (Jim Meyer) Date: 02 Apr 2002 16:28:36 -0800 Subject: [rt-users] Comments come "From:" Correspondence address, not Comment address In-Reply-To: <20020402231427.GE367@luggage> References: <1017787485.12189.222.camel@milagro.wildbrain.com> <20020402231427.GE367@luggage> Message-ID: <1017793716.27745.244.camel@milagro.wildbrain.com> On Tue, 2002-04-02 at 15:14, Phil Homewood wrote: > Jim Meyer wrote: > > The subject pretty much says it all; our comments since 2.0.9 have > > always been "From:" the correspondence address. This is probably > > something I've misconfigured, but I can't find it. I've checked the > > WebRT configuration (which shows them correctly). > > Your "OnComment" scrip is a "Notify" instead of a "NotifyAsComment". It's always the details that get you. Thanks *very* much! --j -- Jim Meyer, Geek At Large purp at wildbrain.com From dwindura at commverge.com Wed Apr 3 04:44:25 2002 From: dwindura at commverge.com (Daniel Windura) Date: 03 Apr 2002 17:44:25 +0800 Subject: [rt-users] Could not start the apache server (error in webmux.pl). Message-ID: <1017827067.1616.19.camel@dawcvs.elvandar> Hi guys, I have just finished installing RT and made some modification on httpd.conf according to RT's README file. When I start the apache server using "apachectl start", I received the following error: ---- Begin error---- [Wed Apr 3 17:36:18 2002] [error] Can't locate object method "dir_config" via package "Apache::Server" at /usr/lib/perl5/site-perl/HTML/Mason/ApacheHandler.pm line 365. BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 20. Syntax error on line 986 of /usr/local/apache/conf/httpd.conf: Can't locate object method "dir_config" via package "Apache::Server" at /usr/lib/perl5/site-perl/HTML/Mason/ApacheHandler.pm line 365. BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 20. /usr/local/apache/bin/apachectl start: httpd could not be started ---- End error ---- Any pointer to solve this problem. TIA. -- Best regards, Daniel Windura Integration Engineer CommVerge Solutions (Singapore) Pte Ltd 9 Temasek Boulevard, Suntec Tower Two #27-03 Singapore 038989 phone : +65 6883-0800 fax : +65 6883-2345 direct: +65 6330-5304 mobile: +65 9636-3714 e-mail: dwindura at commverge.com web : www.commverge.com From smylers at gbdirect.co.uk Wed Apr 3 07:04:44 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Wed, 3 Apr 2002 13:04:44 +0100 (BST) Subject: [rt-users] Re: watchers In-Reply-To: <20020322030601.GE29848@snoopy.apana.org.au> Message-ID: On Mar 22 Brian May wrote: > oops, sorry about my reply to my question... > > > Also, I am trying to work out what the scripts do. Most of them > > seem to be obvious, but ones like "NotifyOtherRecipientsAsComment" > > aren't. What is an "Other Recipient"? How does this defer > > from "NotifyOtherRecipients?". > > This question still stands. There is correspondence and there are comments. They are distinct so that you can do distinct things with them. The difference is what you make of it. The idea is that you'd do something like the following: * Correspondence gets circulated to everybody; comments are between your people dealing with a ticket, but don't get sent to the person who requested a ticket. * The permissions are set such that Requestors can view correspondence but not comments; your people can view anything (well, possibly just anything in a particular queue, or just anything about tickets they are working on -- it's up to you). * Correspondence and comments are sent out using distinct templates, so that it is clear to recipients which they are receiving. * You have separate e-mail addresses for correspondence and comments, so that 'RT' can distinguish the two from incoming e-mails. If you use a Notify...AsComment action then the recipient gets an e-mail from the comment e-mail address. (If that didn't happen and comments were sent out with the correspondence address, then somebody replying to a comment would be sending correspondence and the Requestor might see things they weren't supposed to.) Regarding OtherRecipients, that's something fairly new to 'RT'. See Jess's announcement of version 2.0.12, and search the mail archives in March for "OtherRecipients". > > Oh, can you please send CCs to me, so I dont accidently miss > > any replies. Thanks. Yes. There also seems to be a time-lag here. Your mail was dated March 22nd, but seems to have got stick at pallas.eruditorum.org for a week or so (then cos of Easter weekend, I've only just got to it today). I've checked the archives, but didn't see any other responses to this. Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Wed Apr 3 07:24:50 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Wed, 3 Apr 2002 13:24:50 +0100 (BST) Subject: [rt-users] Upgrade to 2.0.13 .. step by step? In-Reply-To: <200204020012.g320CqK01509@buffy.pacificcoast.net> Message-ID: On Monday RT2 Troubles wrote: > So here's what I can gather for instructions on upgrading 2.0.11 to > 2.0.13 and I'd like some feedback before I go ahead and try it: > > Download the rt.tar.gz > tar xzvf rt.tar.gz > cd rt-2-0-13 > vi Makefile > - change all options that are different on your install > cp /path/to/rt2/etc/config.pm /etc/config.pm.backup > make upgrade > vi /path/to/rt2/etc/config.pm > - reconfig based on the old backed up config In case the database has changed you also need to do this: /path/to/rt2/etc/insertdata 2.0.11 Note that the version number you type there is that which you are upgrading _from_. > /etc/rc.d/init.d/httpd restart > > Done? Restarting 'Apache' isn't good enough (see many, many responses to other questions on this list as to why[*0]), so you need: /etc/rc.d/init.d/httpd stop /etc/rc.d/init.d/httpd start [*0] I'm only repeating the answer here cos the above list looked quite good otherwise, it's a useful thing to have in the archives, and it wouldn't be good for it to be archived with > No stopping of services, no recompliing of Perl, no dependency > hunting? Could it be that easy? Almost. Smylers -- GBdirect http://www.gbdirect.co.uk/ From darren at boston.com Wed Apr 3 08:19:39 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 3 Apr 2002 08:19:39 -0500 Subject: [rt-users] Could not start the apache server (error in webmux.pl). In-Reply-To: <1017827067.1616.19.camel@dawcvs.elvandar> References: <1017827067.1616.19.camel@dawcvs.elvandar> Message-ID: <20020403081939.B29056@boston.com> * Daniel Windura [2002-04-03 04:53]: > I have just finished installing RT and made some modification on > httpd.conf according to RT's README file. When I start the apache > server using "apachectl start", I received the following error: > > ---- Begin error---- [-- snip --] > ---- End error ---- > > Any pointer to solve this problem. TIA. Did you build mod_perl from source? If you've used a packaged version of mod_perl, it might not (a) be recent or (b) have been built with all the necessary hooks. If so, rebuild, and be sure to specify EVERYTHING=1. (darren) -- If God had not given us sticky tape, it would have been necessary to invent it. From gary.stainburn at ringways.co.uk Wed Apr 3 09:13:24 2002 From: gary.stainburn at ringways.co.uk (Gary Stainburn) Date: Wed, 3 Apr 2002 15:13:24 +0100 Subject: [rt-users] Inbound email permissions problem In-Reply-To: References: Message-ID: On Tuesday 26 March 2002 12:51 pm, Smylers wrote: > Earlier I wrote: > > system_aliases: > > driver = aliasfile > > file_transport = address_file > > pipe_transport = address_pipe > > file = /etc/aliases > > search_type = lsearch > > # user = list > > > > I tried adding this: > > > > user = nobody > > I meant: > > user = nobody > group = rt > > Ooops. > > > It then started working, so I didn't bother investigating it any > > further! > > Smylers I both the system_aliases, and address_pipe, I've mail, nobody, and rt as the user and mail, nobody, rt, rtowner as the group all to no avail. The problem is I don't even know at which point it's getting the 'Permission Denied' problem. Is it within Exim, Exim calling rt-mailgate, or within rt-mailgate. Does anyone know how to turn on some debugging within Exim and rt-mailgate to try to sort out the probem? -- Gary Stainburn This email does not contain private or confidential material as it may be snooped on by interested government parties for unknown and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 From smylers at gbdirect.co.uk Wed Apr 3 09:27:28 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Wed, 3 Apr 2002 15:27:28 +0100 (BST) Subject: [rt-users] Inbound email permissions problem In-Reply-To: Message-ID: Gary Stainburn wrote: > Does anyone know how to turn on some debugging within Exim and > rt-mailgate to try to sort out the probem? I've no idea about in 'Exim', but in 'RT' check config.pm. If you have $LogToFile = 'debug'; and make sure that $LogToFileNamed _doesn't_ contain $$ then 'RT' will spew much information, and all of rt-mailgate's output will go to a single file. Then you just have to tail -f when sending some mail. Smylers -- GBdirect http://www.gbdirect.co.uk/ From Richard.E.Brown at DARTWARE.COM Wed Apr 3 09:47:39 2002 From: Richard.E.Brown at DARTWARE.COM (Richard E. Brown) Date: 03 Apr 2002 09:47:39 EST Subject: [rt-users] More on RT Backup procedures Message-ID: <143580@blitz1.dartware.com> Folks: A while back, I asked if anyone had created a script that would back up RT's SQL database and its (source) files. Darren Chamberlain graciously responded with the script below. I'm reposting it because there was a typo that hung me up for a while. (The 'tar cf ...' was initially set to tar up $PATH, instead of $RT_PATH.) I have corrected this in the script below. I also wanted to add these notes: 1) I have not tested this script either. I am using an adaptation of these techniques for my own backups. (And I haven't worked up my nerve to try reloading the database yet :-) But I can't consider that we're really backed up 'til I test this. 2) In my own script, I added certain options to the MYSQL_OPTS variable to lock the database and flush the update log files during the dump to ensure a consistent backup. MYSQL_OPTS="-urt_user -prt_password --flush-logs --lock-tables --opt -h rt_host RT_DB_NAME" 3) Any restore script should take into account the update-log files, and reload them after restoring the backed-up database. Take care! Rich Brown Hanover, NH USA ===== On 8 March 2002, Darren Chamberlain wrote ===== # You could do this with a short shell script (Warning! This is # untested! I just threw this together right now!) #!/bin/sh DATE=`date +"%Y-%m-%d"` RT_PATH=/path/to/rt MYSQL_OPTS="-urt_user -prt_password -h rt_host RT_DB_NAME" case $* in restore) shift RESTORE_DATE=$1 # # Restore db mysql $MYSQL_OPTS < /backups/$RESTORE_DATE/database # Restore rt cd $RT_PATH gunzip -c /backups/$RESTORE_DATE/rt.tar.gz | tar xf - ;; save) # Assumes that /backups exists, of course if ! test -d /backups/$DATE; then mkdir /backups/$DATE; fi # Backup db and RT dir mysqldump $MYSQL_OPTS > /backups/$DATE/database tar cf /backups/$DATE/rt.tar $RT_PATH gzip --best /backups/$DATE/rt.tar ;; *) echo "Usage: $0 (save|restore)" exit 1 ;; esac exit 0 From gary.stainburn at ringways.co.uk Wed Apr 3 10:05:27 2002 From: gary.stainburn at ringways.co.uk (Gary Stainburn) Date: Wed, 3 Apr 2002 16:05:27 +0100 Subject: [rt-users] Inbound email permissions problem In-Reply-To: References: Message-ID: On Wednesday 03 April 2002 3:27 pm, Smylers wrote: > Gary Stainburn wrote: > > Does anyone know how to turn on some debugging within Exim and > > rt-mailgate to try to sort out the probem? > > I've no idea about in 'Exim', but in 'RT' check config.pm. If you have > > $LogToFile = 'debug'; > > and make sure that $LogToFileNamed _doesn't_ contain $$ then 'RT' will > spew much information, and all of rt-mailgate's output will go to a > single file. Then you just have to tail -f when sending some mail. > > Smylers Okay, now we're getting somewhere, although I don't know where. I made the changes you suggested, and got some output in /tmp/rt.log.30511.8 (yes, I know the $$ and $< should not be there, I did remove them from the config file). I'm still running 2.0.12 at the mo. here's what I got: [root at larry tmp]# ll rt.log.30511.8 -rw-r--r-- 1 mail rt 1353 Apr 3 16:04 rt.log.30511.8 [root at larry tmp]# cat rt.log.30511.8 Found a ticket ID. It's 1Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. Use of uninitialized value in pattern match (m//) at /opt/rt2/lib/RT/Record.pm line 133, line 27. Use of uninitialized value in concatenation (.) at /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line 188, line 27. Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. Use of uninitialized value in pattern match (m//) at /opt/rt2/lib/RT/Record.pm line 133, line 27. Use of uninitialized value in concatenation (.) at /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line 188, line 27. Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. Use of uninitialized value in pattern match (m//) at /opt/rt2/lib/RT/Record.pm line 133, line 27. Use of uninitialized value in concatenation (.) at /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line 188, line 27. Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. [root at larry tmp]# -- Gary Stainburn This email does not contain private or confidential material as it may be snooped on by interested government parties for unknown and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 From a2terra at yahoo.com Wed Apr 3 12:13:56 2002 From: a2terra at yahoo.com (atwo terra) Date: Wed, 3 Apr 2002 09:13:56 -0800 (PST) Subject: [rt-users] Ticket Merge Issue Message-ID: <20020403171356.37255.qmail@web12503.mail.yahoo.com> In RT I can handily merge one ticket into another by using the Relationships header. What I have found is, that when I merge one ticket into another, the time worked field is obliterated in the parent ticket. Checked the articles for issues relating to 'merge' and 'worked' (minutes) field but was unsucessful. Has anyone else run into this and can point me in the right direction to correct? a2terra ===== Please feel free to respond to me at: a2terra at yahoo.com Date of Some Importance: May 10, 2002 __________________________________________________ Do You Yahoo!? Yahoo! Tax Center - online filing with TurboTax http://taxes.yahoo.com/ From ges at lumeta.com Wed Apr 3 15:15:14 2002 From: ges at lumeta.com (Glenn Sieb) Date: Wed, 03 Apr 2002 15:15:14 -0500 Subject: [rt-users] Just a quick thank you to everyone who gave me a hand... Message-ID: <5.1.0.14.0.20020403151400.014d1290@mail.corp.lumeta.com> We finally got rt up and running :) Thanks to Cris Bailiff for the hint that we had $MailCommand = "/usr/sbin/sendmail" instead of just "sendmail" (well it didn't *say* it was a Perl module it wanted.....) So now we're up.. thanks again :) Glenn --- Glenn E. Sieb, System Administrator Lumeta Corp. mailto:ges at lumeta.com +1 732 357-3514 (V) +1 732 564-0731 (Fax) From apeeters at lashout.net Wed Apr 3 19:18:23 2002 From: apeeters at lashout.net (Adriaan Peeters) Date: Thu, 4 Apr 2002 02:18:23 +0200 Subject: [rt-users] searching ticket content 'foo' vs '%foo%' Message-ID: <02be01c1db6e$3c2bbf30$0201000a@napoli> Hey all, I recently upgraded rt to 2.0.13 (from something like 2.0.6) and I get reports from users that the search function won't work anymore. After investigation I noticed that searching for 'foo' yields no results, but '%foo%' works perfectly. (everything without quotes !) Other users that have experienced this ? Regards, Adriaan Peeters From pburkett at callatg.com Wed Apr 3 21:28:28 2002 From: pburkett at callatg.com (Paul Burkett) Date: Wed, 3 Apr 2002 18:28:28 -0800 Subject: [rt-users] PostgreSQL or MySQL Message-ID: Ok, I've got a stupid/wonderful question for all you fellow RT users... Which is RT best fit for? PostgreSQL or MySQL? I've heard some major problems with PostgreSQL dealing with table corruption and whatnot. What has been everyone experiences with these two databases? Should I stick to MySQL or switch to MySQL? Thanks. -- Paul Burkett From khera at kcilink.com Wed Apr 3 21:38:38 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 3 Apr 2002 21:38:38 -0500 Subject: [rt-users] PostgreSQL or MySQL In-Reply-To: References: Message-ID: <15531.48302.319030.881248@yertle.kciLink.com> >>>>> "PB" == Paul Burkett writes: PB> I've heard some major problems with PostgreSQL dealing with table PB> corruption and whatnot. What has been everyone experiences with Last table corruption I had with postgres was at version 6.5, about 4 years ago. Last table corruption I had with MySQL was at version 3.22.xx about 4 years ago. Current versions are stable. Postgres has the advantage that it handles concurrency better due to its row-level locking. I hear recent versions of MySQL offer this with certain table types, too. It really boils down to what you know and what you use for your other apps anyway. That's why I chose Postgres -- I use it for my primary application. From khera at kcilink.com Wed Apr 3 21:38:47 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 3 Apr 2002 21:38:47 -0500 Subject: [rt-users] PostgreSQL or MySQL In-Reply-To: References: Message-ID: <15531.48311.366138.271406@yertle.kciLink.com> >>>>> "PB" == Paul Burkett writes: PB> I've heard some major problems with PostgreSQL dealing with table PB> corruption and whatnot. What has been everyone experiences with Last table corruption I had with postgres was at version 6.5, about 4 years ago. Last table corruption I had with MySQL was at version 3.22.xx about 4 years ago. Current versions are stable. Postgres has the advantage that it handles concurrency better due to its row-level locking. I hear recent versions of MySQL offer this with certain table types, too. It really boils down to what you know and what you use for your other apps anyway. That's why I chose Postgres -- I use it for my primary application. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 bill at daze.net Wed Apr 3 21:56:15 2002 From: bill at daze.net (Bill Gerrard) Date: Wed, 3 Apr 2002 18:56:15 -0800 Subject: [rt-users] PostgreSQL or MySQL In-Reply-To: Message-ID: > Should I stick to MySQL or switch to MySQL? Thanks. That's a trick question, right? ;) I would suggest using the db you are most comfortable with. RT was originally written for MySQL but I hear the PostgreSQL support is pretty good now. Regarding corruption, we have never experienced that on our MySQL 3.22.x installs and we still have some high profile (non-RT) services using MySQL 3.22.x as the backend. We are even still running RT1.x on MySQL 3.22.x with 35,000 tickets (RT2 is installed with MySQL 3.23.x and migration begins soon). From rgoonan at sunitafe.edu.au Thu Apr 4 00:57:52 2002 From: rgoonan at sunitafe.edu.au (Ross Goonan) Date: Thu, 4 Apr 2002 15:57:52 +1000 Subject: [rt-users] Display keywords on Queue List Message-ID: As per request below, I want to display ?keywords? on the queue listing but have been unable to find an answer on the mailing list archive. I was able to add Priority to the queue listing by adding the following to config.pm but I gather it?s not that simple for keywords as it?s not in the Tickets table??? { Header => 'Pri', TicketAttribute => 'Priority' }, Any help appreciated. Ross Goonan Manager - Information Technology Sunraysia Institute of TAFE http://www.sunitafe.edu.au >Keywords on Queuelisting >Joern Albert j.albert at gom.com >Fri, 08 Feb 2002 13:41:59 +0100 > >Previous message: [rt-users] mySQL DB create error ... Sorted!! >Next message: [rt-users] Unknown mailer error 2 >Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] >--------------------------------------------------------------------------- ----- >Hello > >keyword have become an important part of my RT System, and everybody in >my Compay is asking if there is a way of displaying the keywords (or at >least some) in the queue listings. > >I tried to use something like this: > > { Header => $KeywordSelect->Name ,> KeywordObj => $KeywordSelect->Key>wordObj > } > >but this has no TicketAttribute, and does't work. > >Are there any TicketAttributes or Objects that I can use for this? > >I know that the listing.html for the search page can select and filter >keywords, so there should be a possibilty. I have no experience with >perl and went through the code, without seeing the right way to >implement it in the queue listing preferences of config.pm. > >I read this Mailinglist quite a time, and saw some people asking nearly >the same, but answers are rare and have not been useful. >Is there anybody who has worked on using keywords as I want, or is there >no solution jet? > >Joern Albert ******************************************************************************* This footnote confirms this email has been checked for the presence of viruses however our liability is limited to the resupply of attachments only. Any representations or opinions expressed are those of the individual sender, and not necessarily those of Sunraysia Institute of TAFE. ******************************************************************************* -------------- next part -------------- An HTML attachment was scrubbed... URL: From alvi at ictp.trieste.it Thu Apr 4 05:02:09 2002 From: alvi at ictp.trieste.it (Alvise Nobile) Date: Thu, 4 Apr 2002 12:02:09 +0200 (CEST) Subject: [rt-users] mailgate/Automatic User creation problem In-Reply-To: Message-ID: Problem: we want all authorized users of our system to be able to access RT (Web interface AND email) as 'unprivileged' users. Our solution was to use LookupSenderInExternalDatabase, and arrange for user authentication on the web server. This works, but only if the user exists in the rt database: otherwise we get a 'You are not an authorized user' message from RT. Question: is this the expected behaviour? We want our users to be registered in the database (at least) by their first e-mail to one of the RT aliases; but we do not want that a casual mail arriving to our RT aliases from any spammer causes a new user to be created. We thought we can achieve this by setting $SenderMustExistInExternalDatabase=1 But when both LookupSenderInExternalDatabase and SenderMustExistInExternalDatabase variables are defined, program code (about line 205 ) in the file bin/rt-mailgate effectively disables access by mail. We fixed the problem by modifying the test in rt-mailgate line 205 to test also for the return flag of LookupExternalUserInfo. Moreover, LookupExternalUserInfo is called in lib/RT/Interface/Email.pm, and its return flag is stored in a local variable, that needs to be made global to be accessed by rt-mailgate. Is this right? Can the change be incorporated in RT? > Solution: (modifications to 2 files) > > File lib/RT/Interface/Email.pm > ============================== The variable $UserFoundInExternalDatabase was changed to the global variable $RT::UserFoundInExternalDatabase > > File bin/rt-mailgate > ==================== Changed if ($RT::LookupSenderInExternalDatabase && $RT::SenderMustExistInExternalDatabase) { to if ($RT::LookupSenderInExternalDatabase && $RT::SenderMustExistInExternalDatabase && ! $RT::UserFoundInExternalDatabase ) { Alvise Nobile, Scientific Computing Section The Abdus Salam International Centre for Theoretical Physics Address: str. Costiera 11, I-34100 Trieste, Italy Tel: +39-040-2240-391 Fax: +39-040-224163/224559 From jacques at mindspring.co.za Thu Apr 4 07:43:30 2002 From: jacques at mindspring.co.za (Jacques Grove) Date: Thu, 04 Apr 2002 14:43:30 +0200 Subject: [rt-users] Apache compile error - Please help.... Message-ID: Hi all Trying to start HTTPD, I get: The Parser module is no longer part of HTML::Mason. Please see the Lexer and Compiler modules, its replacements. Compilation failed in require at (eval1) line 1 Can anybody help me? From bortzmeyer at netaktiv.com Thu Apr 4 08:23:28 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Thu, 4 Apr 2002 15:23:28 +0200 Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters In-Reply-To: <20020325111106.GA32071@staff.netaktiv.com> References: <20020325111106.GA32071@staff.netaktiv.com> Message-ID: <20020404132328.GA18583@staff.netaktiv.com> On Mon, Mar 25, 2002 at 12:11:06PM +0100, Stephane Bortzmeyer wrote a message of 19 lines which said: > When RT mails us, it does not add headers such as: > > Content-Type: text/plain; charset=iso-8859-1 > Content-Transfer-Encoding: 8bit > > and therefore, composed characters (Latin-1 charset) are garbled. > > What is the proper way to add such headers: I finally tried the following quick, not perfect, but acceptable, patch, which I suggest to you. If it has no nasty side-effects (with multipart messages?), I vote :-) for its inclusion in RT. --- lib/RT/Template.pm.orig Thu Apr 4 15:10:17 2002 +++ lib/RT/Template.pm Thu Apr 4 15:11:47 2002 @@ -286,7 +286,12 @@ $body = $content; } - $self->{'MIMEObj'}->attach(Data => $body); + my ($type) = "text/plain"; + if ($RT::MailCharset) { + $type .= "; charset=$RT::MailCharset"; + } + $self->{'MIMEObj'}->attach(Type => $type, + Data => $body); if ($headers) { foreach $header (split(/\n/,$headers)) { --- etc/config.pm.orig Wed Mar 6 13:50:14 2002 +++ etc/config.pm Thu Apr 4 15:09:03 2002 @@ -255,6 +255,9 @@ $UseFriendlyToLine = 1; +# Add a charset which you want to be included in *all* outgoing mail messages. +# Keep it undefined if you want the default. +#$MailCharset = "iso-8859-15"; # }}} From jesse at bestpractical.com Thu Apr 4 08:53:50 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 4 Apr 2002 08:53:50 -0500 Subject: [rt-users] Apache compile error - Please help.... In-Reply-To: ; from jacques@mindspring.co.za on Thu, Apr 04, 2002 at 02:43:30PM +0200 References: Message-ID: <20020404085350.M20019@fsck.com> As a heads-up, the authors of HTML::Mason just rolled a beta of their 1.1 release, 1.09. RT's testdeps script shouldn't automatically haul this down, but if it did, you'll have to go manually install a current stable version (1.04). If RT's testdeps script _is_ hauling down the beta, I'll talk to the mason folks and try to figure out a way to make that not happen. Thanks, Jesse On Thu, Apr 04, 2002 at 02:43:30PM +0200, Jacques Grove wrote: > Hi all > > Trying to start HTTPD, I get: > > The Parser module is no longer part of HTML::Mason. Please see the Lexer > and Compiler modules, its replacements. Compilation failed in require at > (eval1) line 1 > > Can anybody help me? > > > _______________________________________________ > 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.beyer at digitalbridges.com Thu Apr 4 09:11:05 2002 From: marc.beyer at digitalbridges.com (Marc Beyer) Date: 04 Apr 2002 15:11:05 +0100 Subject: [rt-users] Inbound email permissions problem In-Reply-To: References: Message-ID: <1017929465.2110.124.camel@unitytest> Hi, I have actually run into the exact same problem and discovered that it is a permission problem inside RT. When I set the "Reply to Ticket" permission for everyone, RT responds to the message as expected. The watcher can reply when permissions for him are set, but, unless ther reply permission is set for everyone, the requestor cannot. I get the "Permission Denied" error message back even though the requestor has "Reply to Ticket" set in his permissions. Does anyone know why the requestor cannot reply despite having been given the right to do so? Thanks, Marc On Wed, 2002-04-03 at 16:05, Gary Stainburn wrote: > On Wednesday 03 April 2002 3:27 pm, Smylers wrote: > > Gary Stainburn wrote: > > > Does anyone know how to turn on some debugging within Exim and > > > rt-mailgate to try to sort out the probem? > > > > I've no idea about in 'Exim', but in 'RT' check config.pm. If you have > > > > $LogToFile = 'debug'; > > > > and make sure that $LogToFileNamed _doesn't_ contain $$ then 'RT' will > > spew much information, and all of rt-mailgate's output will go to a > > single file. Then you just have to tail -f when sending some mail. > > > > Smylers > > Okay, now we're getting somewhere, although I don't know where. > > I made the changes you suggested, and got some output in /tmp/rt.log.30511.8 > (yes, I know the $$ and $< should not be there, I did remove them from the > config file). > > I'm still running 2.0.12 at the mo. > > here's what I got: > > [root at larry tmp]# ll rt.log.30511.8 > -rw-r--r-- 1 mail rt 1353 Apr 3 16:04 rt.log.30511.8 > [root at larry tmp]# cat rt.log.30511.8 > Found a ticket ID. It's 1Use of uninitialized value in join at > /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. > Use of uninitialized value in pattern match (m//) at > /opt/rt2/lib/RT/Record.pm line 133, line 27. > Use of uninitialized value in concatenation (.) at > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line > 188, line 27. > Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, > line 27. > Use of uninitialized value in pattern match (m//) at > /opt/rt2/lib/RT/Record.pm line 133, line 27. > Use of uninitialized value in concatenation (.) at > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line > 188, line 27. > Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, > line 27. > Use of uninitialized value in pattern match (m//) at > /opt/rt2/lib/RT/Record.pm line 133, line 27. > Use of uninitialized value in concatenation (.) at > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line > 188, line 27. > Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, > line 27. > Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, > line 27. > Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, > line 27. > [root at larry tmp]# > -- > Gary Stainburn > > This email does not contain private or confidential material as it > may be snooped on by interested government parties for unknown > and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users ________________________________________________________________________ E-mail is an informal method of communication and may be subject to data corruption, interception and unauthorised amendment for which Digital Bridges Ltd will accept no liability. Therefore, it will normally be inappropriate to rely on information contained on e-mail without obtaining written confirmation. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. ________________________________________________________________________ From wash at wananchi.biz Thu Apr 4 10:49:33 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 4 Apr 2002 18:49:33 +0300 Subject: [rt-users] searching ticket content 'foo' vs '%foo%' Message-ID: <20020404154933.GF82940@ns2.wananchi.com> A wonderful question for 'senior' RT users: This must have been a dream I had or maybe a rumor but could it be that one of you can generate weekly/monthly reports from a queues' transctions?? Someone kindly advise if possible. I am an RT newbie ;-) -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) ++ Bubble Memory, n.: A derogatory term, usually referring to a person's intelligence. See also "vacuum tube". From wash at wananchi.biz Thu Apr 4 11:07:53 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 4 Apr 2002 19:07:53 +0300 Subject: [rt-users] Generating Reports on RT queues Message-ID: <20020404160753.GG82940@ns2.wananchi.com> A wonderful question for 'senior' RT users: This must have been a dream I had or maybe a rumor but could it be that one of you can generate weekly/monthly reports from a queues' transctions?? Someone kindly advise if possible. I am an RT newbie ;-) -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) ++ Quality Control, n.: The process of testing one out of every 1,000 units coming off a production line to make sure that at least one out of 100 works. From mike at dakota.by-design.net Thu Apr 4 11:11:53 2002 From: mike at dakota.by-design.net (Mike Suter) Date: Thu, 4 Apr 2002 10:11:53 -0600 Subject: [rt-users] RT install problem w/ Apache/mod_perl Message-ID: <3CAC26E9.26635.549A8D3@localhost> I'm hitting a very frustrating problem. I am running Apache 1.3.22 with mod_perl 1.26 (along with PHP and a few others) "httpd -l" *does* list mod_perl.c (among other things), but when I try to start Apache, I get: Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not included in the server configuration Here's the relevant portion of my httpd.conf: DocumentRoot /usr/local/rt2/WebRT/html PerlModule Apache::DBI PerlFreshRestart On PerlRequire /usr/local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ErrorLog log/rt2-error.log CustomLog log/rt2-access.log common I've searched everywhere I can think to search and haven't come up with anything.. If anyone can assist, I would be greatly appreciative. Thanks! Mike From darren at boston.com Thu Apr 4 11:37:19 2002 From: darren at boston.com (darren chamberlain) Date: Thu, 4 Apr 2002 11:37:19 -0500 Subject: [rt-users] RT install problem w/ Apache/mod_perl In-Reply-To: <3CAC26E9.26635.549A8D3@localhost> References: <3CAC26E9.26635.549A8D3@localhost> Message-ID: <20020404113719.C1537@boston.com> * Mike Suter [2002-04-04 11:24]: > I'm hitting a very frustrating problem. I am running Apache 1.3.22 > with mod_perl 1.26 (along with PHP and a few others) > > "httpd -l" *does* list mod_perl.c (among other things), but when I > try to start Apache, I get: > > Invalid command 'PerlModule', perhaps mis-spelled or defined by a > module not included in the server configuration You're starting the wrong httpd. Are you using apacchectl, or some other script wrapper? Try starting httpd directly: /path/to/httpd -f /path/to/httpd.conf. (darren) -- Usenet is like a herd of performing elephants with diarrhea; massive, difficult to redirect, awe-inspiring, entertaining, and a source of mind-boggling amounts of excrement when you least expect it. -- Eugene Spafford. From sebastian at flothow.de Thu Apr 4 12:50:08 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Thu, 4 Apr 2002 19:50:08 +0200 Subject: [rt-users] RT install problem w/ Apache/mod_perl In-Reply-To: <3CAC26E9.26635.549A8D3@localhost> References: <3CAC26E9.26635.549A8D3@localhost> Message-ID: At 10:11 Uhr -0600 4.4.2002, Mike Suter wrote: >"httpd -l" *does* list mod_perl.c (among other things), but when I >try to start Apache, I get: > >Invalid command 'PerlModule', perhaps mis-spelled or defined by a >module not included in the server configuration You may need to activate mod_perl using a AddModule directive, even though it's compiled in statically. -- Sebastian Flothow sebastian at flothow.de #include From jhart at connecterra.com Thu Apr 4 14:24:13 2002 From: jhart at connecterra.com (Jon Hart) Date: Thu, 4 Apr 2002 14:24:13 -0500 Subject: [rt-users] RT as a bug-tracking system? Message-ID: <20020404142413.B22735@connecterra.com> Good afternoon, We've been evaluating the possibility of using RT as a bug-tracking system. The only thing we see missing is the ability to assign a given req (or in our case, a "bug") a sub-category within a given queue. For example, if we had a queue specifically setup to handle bugs with ProductA, it would be cool if we could assign this bug a subcategory (useability, stability, UI, etc). I checked the archives and the docs provided with RT, but nothing caught my eye. So, my question is, has anyone attempted such a feat with RT before? Given a good stretch of time, I'm sure I could get this basic functionality into RT, but didn't want to reinvent the wheel. Thanks in advance, -jon P.S., yes, we are looking at other bug-tracking specific tools such as Bugzill and gnats, but we were curious if we could extend our current RT install to handle bug tracking as well. From marc at precipice.org Thu Apr 4 14:44:40 2002 From: marc at precipice.org (Marc Hedlund) Date: Thu, 4 Apr 2002 11:44:40 -0800 (PST) Subject: [rt-users] RT as a bug-tracking system? In-Reply-To: <20020404142413.B22735@connecterra.com> Message-ID: Keywords can be used for this. See . Marc Hedlund e: marc at precipice dot org On Thu, 4 Apr 2002, Jon Hart wrote: > Good afternoon, > > We've been evaluating the possibility of using RT as a bug-tracking system. > The only thing we see missing is the ability to assign a given req (or in > our case, a "bug") a sub-category within a given queue. For example, if we > had a queue specifically setup to handle bugs with ProductA, it would be > cool if we could assign this bug a subcategory (useability, stability, UI, > etc). > > I checked the archives and the docs provided with RT, but nothing caught my > eye. So, my question is, has anyone attempted such a feat with RT before? > Given a good stretch of time, I'm sure I could get this basic functionality > into RT, but didn't want to reinvent the wheel. > > Thanks in advance, > > -jon > > > P.S., yes, we are looking at other bug-tracking specific tools such as > Bugzill and gnats, but we were curious if we could extend our current RT > install to handle bug tracking as well. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From russj at dimstar.net Thu Apr 4 15:47:29 2002 From: russj at dimstar.net (Russ Johnson) Date: Thu, 04 Apr 2002 12:47:29 -0800 Subject: [rt-users] HeadsUp Message-ID: <5.1.0.14.0.20020404124622.00bb37b8@localhost> I see the HeadsUp directory in the contributions section of the ftp site, but I don't see anything that says how this is implemented. Any clues out there? Thanks in advance! Russ Johnson http://www.dimstar.net Don't use a big word where a diminutive one will suffice From mike at dakota.by-design.net Thu Apr 4 15:48:38 2002 From: mike at dakota.by-design.net (Mike Suter) Date: Thu, 4 Apr 2002 14:48:38 -0600 Subject: [rt-users] RT install problem w/ Apache/mod_perl In-Reply-To: References: <3CAC26E9.26635.549A8D3@localhost> Message-ID: <3CAC67C6.30627.6471220@localhost> > >"httpd -l" *does* list mod_perl.c (among other things), but when I > >try to start Apache, I get: > >Invalid command 'PerlModule', perhaps mis-spelled or defined by a > >module not included in the server configuration > You may need to activate mod_perl using a AddModule directive, even > though it's compiled in statically. That did the trick - thanks! Now I just have to figure out how to add directories to the @INC directory search array - it's not finding Apache::DBI. I'm obviously not a Perl guru :) Thanks Mike From KFerguso at chi.navtech.com Thu Apr 4 16:13:54 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Thu, 4 Apr 2002 15:13:54 -0600 Subject: [rt-users] HeadsUp Message-ID: <91468650040FD411A51100104B63E23102E28120@postman.chi.navtech.com> Just copy the HeadsUp directory into either your main rt component root or your local component root. I put mine in rt/local/WebRT/html/ For a caveat about using the local component root, see http://lists.fsck.com/pipermail/rt-users/2002-March/007218.html You will want to create a link somewhere that points to the HeadsUp directory created above. ttfn, kevin > -----Original Message----- > From: Russ Johnson [mailto:russj at dimstar.net] > Sent: Thursday, April 04, 2002 2:47 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] HeadsUp > > > I see the HeadsUp directory in the contributions section of > the ftp site, > but I don't see anything that says how this is implemented. > > Any clues out there? > > Thanks in advance! > > Russ Johnson > http://www.dimstar.net > > > Don't use a big word where a diminutive one will suffice > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From greyduck at greyduck.net Thu Apr 4 17:10:15 2002 From: greyduck at greyduck.net (Karel P Kerezman) Date: 04 Apr 2002 14:10:15 -0800 Subject: [rt-users] 2.0.13 and The Infamous Stats Package Message-ID: <1017958215.3614.17.camel@zero.kgon.com> Today I did the 2.0.13 upgrade (yes, I waited a few days, it's been kind of crazy around here for the last couple of weeks). The upgrade was the smoothest I've done yet, and RT2 seems to be performing great with the new version. On a whim I went after the Statistics package installation. Not too shabby, really. You may need to make sure that when you install the GD perl module that you have a /usr/lib/freetype.so symlink, since without it the compile complained of not being able to find the freetype library. Go figure. I, too, had to make the './chart?...' modifications to the html files in the stats package, but once that was done (and Apache properly cycled) I got all the eyecandy I could generate. One thing that the Stats package could use is links... back to main RT, and back to its own index page. (Having to Back Back Back or hand-edit the current URL in the browser is a wee bit cumbersome.) All in all, this was a good day to upgrade. ;) (I did my NetJuke upgrade as well, just for kicks.) -- Karel P Kerezman, IS Admin Entercom Portland http://greyduck.net [ An intellectual snob is someone who can listen to the William Tell Overture and not think of The Lone Ranger.-- Dan Rather ] -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 232 bytes Desc: This is a digitally signed message part URL: From russj at dimstar.net Thu Apr 4 19:00:14 2002 From: russj at dimstar.net (Russ Johnson) Date: Thu, 04 Apr 2002 16:00:14 -0800 Subject: [rt-users] Stats Package Message-ID: <5.1.0.14.0.20020404154722.00bb6d08@localhost> I just got around to installing the stats package. Everything appears to be working, except when I go to the "Number of tickets resolved per queue per day" page. When I go there, I see a dialog prompting me to accept an ssl certificate. I looked in the CallsMultiqueue.html file, and found the following: % my $url = 'https://rt.oucs.ox.ac.uk/chart?type=lines&x_labels=['; % $url .= join ",", @{ shift @data }; % $url .= ']&'; % $url .= 'set_legend=['.(join ",", @legend)."]&"; % for (0..$#data) { % $url .= "data".(1+$_)."=[".(join ",", @{$data[$_]})."]&"; % } % chop $url; It looks like someone forgot to change "'https://rt.oucs.ox.ac.uk/chart?type=lines&x_labels" to "$RT::WebURL.'/chart?type=lines&x_labels" Russ Johnson http://www.dimstar.net Don't use a big word where a diminutive one will suffice From bortzmeyer at netaktiv.com Fri Apr 5 03:47:38 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Fri, 5 Apr 2002 10:47:38 +0200 Subject: [rt-users] Generating Reports on RT queues In-Reply-To: <20020404160753.GG82940@ns2.wananchi.com> References: <20020404160753.GG82940@ns2.wananchi.com> Message-ID: <20020405084738.GA8854@staff.netaktiv.com> On Thu, Apr 04, 2002 at 07:07:53PM +0300, Odhiambo Washington wrote a message of 24 lines which said: > This must have been a dream I had or maybe a rumor but could it be that > one of you can generate weekly/monthly reports from a queues' transctions?? My personal inclination (since I'm fluent in SQL) is to write a report query directly in SQL such as: SELECT Tickets.id,Tickets.subject,Tickets.created,Tickets.priority FROM Tickets,Users WHERE Users.Name = 'bortzmeyer' AND Users.id=Tickets.owner AND (status='open' or status='new') ORDER BY priority DESC, Tickets.created ASC LIMIT 10; RT's schema is quite simple and easy to understand. Do not hesitate to ask questions about specific points. From awahlfeldt at subshell.com Fri Apr 5 05:36:23 2002 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Fri, 5 Apr 2002 12:36:23 +0200 Subject: [rt-users] adjustments to the rt-addon "statusreport.html" Message-ID: <004601c1dc8d$bb4efd20$d7164fd4@bernoulli> hi list, i wonder if anybody can give me a hint how to adjust the rt-addon "statusreport.html". i've installed the statusreport and it works fine so far, but we would need to have the text of each ticket displayed. by now i was just able to find out that the lines my @attrs = qw( QueueObj->Name Subject TimeWorked OwnerObj->Name RequestorsAsString CreatedObj->AsString ResolvedObj->AsString ); are the right place to take a look at. since perl/mason are quite new to my, can anybody of you perl gurus out there give me a hand what to add to get the ticket-text displayed here ? thanking you in advance andreas ---------------------------- subshell GmbH andreas wahlfeldt awahlfeldt at subshell.com Weidenallee 1 20357 Hamburg -------------- next part -------------- An HTML attachment was scrubbed... URL: From maniezhilan at naturesoft.net Fri Apr 5 06:11:18 2002 From: maniezhilan at naturesoft.net (maniezhilan) Date: Fri, 05 Apr 2002 16:41:18 +0530 Subject: [rt-users] RT and Mail Gateway...help Message-ID: <3CAD8656.144BFF9A@naturesoft.net> An HTML attachment was scrubbed... URL: From krisa at subtend.net Fri Apr 5 06:33:56 2002 From: krisa at subtend.net (Kris) Date: Fri, 5 Apr 2002 03:33:56 -0800 Subject: [rt-users] prebuilt schema Message-ID: <20020405113356.GA1718@navi.subtend.net> Hello rt users! So, I'm trying to present RT to management as a candidate for the IT departments trouble ticketing system. They seem to be set on using bugzilla, but I have this itch that bugzilla doesn't work optimally for generic everyday IT issues (no software development at all). So I'm setting them both up in a sand-box to test both rt2 and bugzilla out. I finally have rt running (after I munged my perl installation a couple times). But I noticed that it comes with a clean slate. I don't want to spend hours building queues and users and engineering the whole notification and escalation process if this is only going to be a demo, and a demo that could very well be quickly tossed out in favor of a bugzilla implementation. My question. Are there any schema's out there, prebuilt? Maybe a rtadmin script that builds a generic little TT system? With this, I can get a quick and dirty system going so I can hopefully become an rt user and start engineering a customized solution. -- I'm just a packet pusher. From maniezhilan at naturesoft.net Fri Apr 5 07:47:28 2002 From: maniezhilan at naturesoft.net (maniezhilan) Date: Fri, 05 Apr 2002 18:17:28 +0530 Subject: [rt-users] manuals for RT References: <3CAD8656.144BFF9A@naturesoft.net> Message-ID: <3CAD9CE0.AC8004C8@naturesoft.net> An HTML attachment was scrubbed... URL: From maniezhilan at naturesoft.net Fri Apr 5 07:50:13 2002 From: maniezhilan at naturesoft.net (maniezhilan) Date: Fri, 05 Apr 2002 18:20:13 +0530 Subject: [rt-users] Language Support Message-ID: <3CAD9D85.F75EBDBA@naturesoft.net> An HTML attachment was scrubbed... URL: From bortzmeyer at netaktiv.com Fri Apr 5 08:04:39 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Fri, 5 Apr 2002 15:04:39 +0200 Subject: [rt-users] Language Support In-Reply-To: <3CAD9D85.F75EBDBA@naturesoft.net> References: <3CAD9D85.F75EBDBA@naturesoft.net> Message-ID: <20020405130439.GA1225@staff.netaktiv.com> Since you mention languages, could you stop posting in HTML which is bad taste on a public mailing list? Many people do not even read your messages because of that. From smylers at gbdirect.co.uk Fri Apr 5 08:09:23 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 5 Apr 2002 14:09:23 +0100 (BST) Subject: [rt-users] manuals for RT In-Reply-To: <3CAD9CE0.AC8004C8@naturesoft.net> Message-ID: maniezhilan wrote: > Where is the man pages for RT installed in RT Installation. How to > access the man pages?... The 'RT' man pages document the RT Perl library modules, not 'RT' as a whole. If you're after general documentation, see 'RT/FM': http://www.fsck.com/rtfm/ If it is actually the man pages you're after, then it depends where you put them! The installation Makefile has a RT_MAN_PATH variable. The default is this: RT_MAN_PATH = $(RT_PATH)/man which won't be in your system's man path by default. Either edit that or use a directory which is there already: RT_MAN_PATH = /usr/local/share/man Smylers -- GBdirect http://www.gbdirect.co.uk/ From bd at bm.keyware.com Fri Apr 5 09:18:22 2002 From: bd at bm.keyware.com (Bart Duchesne) Date: 05 Apr 2002 16:18:22 +0200 Subject: [rt-users] MergeInto bug or feature ? Message-ID: <1018016302.3006.18.camel@bd> Hi all, When ticket A is merged into ticket B, ticket A's LastUpdated field is updated but ticket B's LastUpdated is untouched, this seems a bit unlogical to me. Is it feature or a bug ? Since ticket B now 'receives' additional transactions, those of the original tickets. I added in Ticket.pm in the MergeInto sub the following after AddLink $NewTicket->_SetLastUpdated; -- Bart Duchesne ----------------------------------------------------------- Keyware -- Computerworld's Emerging Company to Watch 2002 "Identifying the World" Leuvensesteenweg 282, 3190 Boortmeerbeek, Belgium Tel: +32 (0)15 50.44.00 Fax: +32 (0)15 50.44.09 Excelsiorlaan 32-34, 1930 Zaventem, Belgium Phone: +32 (2) 704.44.00 - Fax: +32 (2) 721.69.49 mailto:bduchesne at keyware.com support: support.axsguard at keyware.com http://www.keyware.com and http://www.axsguard.com From kronen at step.polymtl.ca Fri Apr 5 09:36:54 2002 From: kronen at step.polymtl.ca (=?iso-8859-1?Q?Mathieu_Dub=E9-Dallaire?=) Date: Fri, 5 Apr 2002 09:36:54 -0500 Subject: [rt-users] Forking a new ticket from a correspondance Message-ID: <20020405093654.A21317@OZoNE.TZoNE.ORG> Hello, We are currently implementing RT as a technical support tracker and find it very nice and flexible. Furthermore, development seems rather active. There are however some issues we were wondering about. - Is it possible to fork a new ticket from a correspondance. Sometimes, a requestor will use a previous message (or ticket-stub) to submit a new request. It would then be desirable to fork a new ticket from this crrespondance instead of adding it to the previous ticket. Sort of an inverse merge. - Additionnaly, is it possible to delete an action or correspondance from a ticket. In the example above deleting the correspondance (or at least disabling it) in the previous ticket would be helpfull to alleviate clutter. I took a look at the FAQ and bug report (for wishlist items) and couldn't find anything on this. Thank you, Mathieu -- ./ Mathieu Dub?-Dallaire, B.Eng. \_______________________________ | Application Consultant / Consultant en applications | | Opal-RT Technologies tel: (514) 935-2323 | | 1751 Richardson, suite 2525 fax: (514) 935-4994 | | Montr?al (Qu?bec) Canada, H3K 1G6 | |__ mathieu.dube-dallaire at opal-rt.com _ http://www.opal-rt.com __| From srl at mail.boston.com Fri Apr 5 11:44:08 2002 From: srl at mail.boston.com (Shane Landrum) Date: Fri, 5 Apr 2002 11:44:08 -0500 Subject: [rt-users] prebuilt schema In-Reply-To: <20020405113356.GA1718@navi.subtend.net>; from krisa@subtend.net on Fri, Apr 05, 2002 at 03:33:56AM -0800 References: <20020405113356.GA1718@navi.subtend.net> Message-ID: <20020405114408.H21593@mail.boston.com> On Fri, Apr 05, 2002 at 03:33:56AM -0800, Kris (krisa at subtend.net) wrote: > > They seem to be set on using bugzilla, but I have this itch that > bugzilla doesn't work optimally for generic everyday IT issues (no > software development at all). So I'm setting them both up in a sand-box > to test both rt2 and bugzilla out. I think Jesse has a standard speech on why RT is better than bugzilla for most people's needs. Not sure if it's written down anywhere though. srl -- Shane Landrum (srl AT boston DOT com) Software Engineer, boston.com From wash at wananchi.biz Fri Apr 5 12:23:32 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 5 Apr 2002 20:23:32 +0300 Subject: [rt-users] RT Stats - How to adjust the y-axis scale. Message-ID: <20020405172332.GQ842@ns2.wananchi.com> RT gurus, Looking at http://rt.wananchi.com/Stats/Resolution.html (login andreas/adreask1) I see a situation where the y-axis is 'lying to me'. I am still newbie running this. Thanks for all advise. -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) ++ Overload -- core meltdown sequence initiated. From wash at wananchi.biz Fri Apr 5 12:35:41 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 5 Apr 2002 20:35:41 +0300 Subject: [rt-users] RT Stats - How to adjust the y-axis scale. In-Reply-To: <22A8D10172BFD41195B700D0B765C3F002C16D93@vcsvanntex0> References: <22A8D10172BFD41195B700D0B765C3F002C16D93@vcsvanntex0> Message-ID: <20020405173541.GS842@ns2.wananchi.com> * Jeff Mottishaw [20020405 20:34]: wrote: > password incorrect? Yes, That was a typo. Passwd is andreask1 > > > -----Original Message----- > From: Odhiambo Washington [mailto:wash at wananchi.biz] > Sent: Friday, April 05, 2002 9:24 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] RT Stats - How to adjust the y-axis scale. > > > RT gurus, > > Looking at http://rt.wananchi.com/Stats/Resolution.html (login > andreas/adreask1) > I see a situation where the y-axis is 'lying to me'. I am still newbie > running > this. > > Thanks for all advise. > > > -Wash > > -- > Odhiambo Washington "The box said 'Requires > Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' > Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." > GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) > ++ > Overload -- core meltdown sequence initiated. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) ++ Know what I hate most? Rhetorical questions. -- Henry N. Camp From bill at daze.net Fri Apr 5 13:24:54 2002 From: bill at daze.net (bill at daze.net) Date: Fri, 5 Apr 2002 10:24:54 -0800 (PST) Subject: [rt-users] Forking a new ticket from a correspondance In-Reply-To: <20020405093654.A21317@OZoNE.TZoNE.ORG> Message-ID: > - Is it possible to fork a new ticket from a correspondance. Sometimes, a > requestor will use a previous message (or ticket-stub) to submit a new > request. It would then be desirable to fork a new ticket from this > crrespondance instead of adding it to the previous ticket. Sort of an inverse > merge. We've been bitten by this before as well. We have some people that will reply to a long resolved (months ago) ticket with all their new issues. It would be nice if there was a status type "closed" (for lack of a better example) that would automatically force correspondence referencing the closed ticket to a brand new ticket and not touch the old one. Status like "resolved" would still work as they do now, i.e. reopen the existing ticket. Bill From sebastian at flothow.de Fri Apr 5 15:18:55 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Fri, 5 Apr 2002 22:18:55 +0200 Subject: [rt-users] Forking a new ticket from a correspondance In-Reply-To: References: Message-ID: At 10:24 Uhr -0800 5.4.2002, bill at daze.net wrote: >It would be nice if there was a status type "closed" (for lack of a better >example) that would automatically force correspondence referencing the >closed ticket to a brand new ticket and not touch the old one. Status >like "resolved" would still work as they do now, i.e. reopen the existing >ticket. I don't think this would work, since the user might actually supply information related to the old ticket. And how would you decide whether to "close" or to "resolve" a ticket? IMO, this forking has to be done manually. For example, there could be a link "Make this a new ticket" next to each item of correspondence. -- Sebastian Flothow sebastian at flothow.de #include From bruce_campbell at ripe.net Sat Apr 6 01:45:42 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sat, 6 Apr 2002 08:45:42 +0200 (CEST) Subject: [rt-users] Forking a new ticket from a correspondance In-Reply-To: Message-ID: On Fri, 5 Apr 2002, Sebastian Flothow wrote: > At 10:24 Uhr -0800 5.4.2002, bill at daze.net wrote: > >It would be nice if there was a status type "closed" (for lack of a better > >example) that would automatically force correspondence referencing the > >closed ticket to a brand new ticket and not touch the old one. Status > >like "resolved" would still work as they do now, i.e. reopen the existing > >ticket. > > I don't think this would work, since the user might actually supply > information related to the old ticket. And how would you decide > whether to "close" or to "resolve" a ticket? Thinking about it (its ~2am atm, so this takes a bit for me right now), its actually a simple time-based problem. If a ticket is resolved, and new correspondence comes in on that ticket, you have two possibilities on what the requestor intends. Firstly, if the correspondence comes in within a short time of it being resolve, then its most likely to be related to the original correspondence. The other possibility is if the correspondence comes in a good time after the ticket was resolve, in which case the likelihood is that the requestor has simply replied to an old mail with a new issue. This time-based behaviour would be easy to code up, however the 2.0.x series of RT does make it slightly difficult to create a new ticket transparently to the user *and* avoid adding correspondence on the original ticket (if applicable as described above). RT, The Next Generation, looks to have the possibility of Scrips being executed before the ticket id is assigned (hrm, Scrips assigning the ticket id), so this behaviour would be even easier to implement. When you come down to it however, it is a user education issue of ensuring that the lesson of 'Do not reply to old issues with new ones, as the tracking system will hate you' is rammed into their minds sufficiently. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bruce_campbell at ripe.net Sat Apr 6 01:50:16 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sat, 6 Apr 2002 08:50:16 +0200 (CEST) Subject: [rt-users] RT and Mail Gateway...help In-Reply-To: <3CAD8656.144BFF9A@naturesoft.net> Message-ID: On Fri, 5 Apr 2002, maniezhilan wrote: > I have installed and configured RT in my system on RH 7.2. It is working > fine. > But for Mail Gateway Configuration , Iam Running my Sendmail Server in > another system. In this case, how to configure my RT system for Mail > Gateway?.. Easiest and currently safest solution at the moment is to use the sendmailpipe delivery method, and ensure that /etc/sendmail.cf has a SmartHost (of your mail server) defined. Don't forget to cron something on your RT server every 15 minutes to flush the mail queue. (sendmail -q) > Second thing ..Can anyone help me out in explaining the Full > Functionality > of RT. The standard reply for such generalised questions is 'Use the Force', in this instance being RT/FM, at http://www.fsck.com/rtfm/ If the documentation there doesn't help, ask specific questions here as appropriate (which should eventually get added back into RT/FM, like the first one will be when I get back to the office) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bruce_campbell at ripe.net Sat Apr 6 02:12:08 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sat, 6 Apr 2002 09:12:08 +0200 (CEST) Subject: [rt-users] Customization Advice In-Reply-To: Message-ID: On Fri, 22 Mar 2002, Smylers wrote: ( sheesh, has it been that long since I've been in the office? ) > On Mar 7 Bruce Campbell wrote: > > > On Wed, 6 Mar 2002, Smylers wrote: > > > > > * I've found the table in the database where scrip actions are listed. > > > Presumably to add in new ones I just add a row here with the obvious > > > fields? > > > > Most of the contributed ScripConditions/ScripActions are supplied with an > > 'insert' script, where running it will perform the background SQL magic > > for you. It is easier (and safer) for you to copy one of these and change > > as appropriate, than to be messing about with SQL INSERT statements. > > I'd had a look at these but found them very scary. For example, > AutoAssign.pm.insertdata appears to run in package RT (as used by > RT.pm), then looks to be creating users and groups (that I'd expect > already to exist), then creates ScripActions (but all of them, the > existing ones plus the new ones), and the same for ScripConditions. Is > that right? Not really. Most of the insert scripts don't create extra rt users or groups, and simply ask for the next id-number in the Scrip{Action,Condition} table to be assigned. It doesn't re-create existing Scrip components. > To add a new ScripAction does my .insertdata script have to have a list > of all the existing ScripActions? Nope. > I've seen that the 'RT Hackers Guide' > has appeared since my original question. I'll read through that before > trying anything. I really need to work on that some more. My home machine has a copy of all publically contributed addons (web site, mailing lists or references) and it will probably take me another month to review/test most of the contrib stuff, and sift through the mailing lists for gems of wisdom (which is what I intend the RT Hackers Guide to be). > > > ExternalContactInfoId in the DB, but can't see anywhere to set this > > > in the gui. Can I create a textbox for setting this field, then > > > form links out of it? > > > > Sure, you can do anything ;) > > Well, obviously I _could_ do that! I was asking to check that it's > sane, that is that 'RT' isn't internally using that field for something > that I'd break (and/or that there's some simpler way of doing this that > I've missed). Thats pretty much what that db column is there for. > > If you shifted the standard RT::Action::SendEmail elsewhere and created > > your own RT::Action::SendEmail to override SetSubject (etc), and then > > include RT::Action::SendEmail_Install, you'd be laughing. > > > That involves having to rename SendEmail.pm as SendEmail_Install.pm > every time we do an upgrade. There are too many other packages round > here which either require a list of GBdirect mods on upgrading or which A future innovation (currently in devel) with RT is the possibility of RT-code-as-distributed and RT-code-for-local-override at the RT::Library level. Have a look at some mails from Jesse last month on rt-devel for more information. Note that as with any customisation of a public tool, you will need to be careful that your modifications continue to work as intended after you upgrade the base system. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From ole.schelde at a-aarhus.dk Sun Apr 7 10:02:45 2002 From: ole.schelde at a-aarhus.dk (Ole Schelde) Date: Sun, 7 Apr 2002 16:02:45 +0200 Subject: [rt-users] RT and Mail Gateway Message-ID: Dear all, I have installed and configured RT in my system on RH 7.2. It is working fine. But for Mail Gateway Configuration When I try to send a e-mail til support at helpdesk.a-aarhus.dk I get a reply that delivery is refused. The maillog on the RT-server gives the following lines: Apr 7 11:29:50 triton sendmail[20915]: g379Toj20915: from=, size=3892, class=0, nrcpts=1, msgid=<266067B5D256C8418E9ECBC14B1D5DF53E901B at uranus.arkitektskolen.aaa> , proto=ESMTP, daemon=MTA, relay=uranus.arkitektskolen.aaa [172.16.1.40] Apr 7 11:29:50 triton sendmail[20916]: g379Toj20915: to="/opt/rt2/bin/rt-mailgate --queue support --action correspond", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=*file*, pri=33371, dsn=5.0.0, stat=Can't create output Apr 7 11:29:50 triton sendmail[20916]: g379Toj20915: g379Toj20916: DSN: Can't create output Apr 7 11:29:50 triton sendmail[20916]: g379Toj20916: to=, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=33471, relay=mail.a-aarhus.dk. [172.16.1.40], dsn=2.0.0, stat=Sent ( <200204070929.g379Toj20916 at triton.a-aarhus.dk> Queued mail for delivery) Thanks in advance... Ole From timwese at voicenet.com Sun Apr 7 11:37:47 2002 From: timwese at voicenet.com (Timothy G Wesemann) Date: Sun, 7 Apr 2002 10:37:47 -0500 Subject: [rt-users] RT and Mail Gateway References: Message-ID: <00e401c1de4a$2fe68ff0$ba6567cf@timuel> Is your queue named support or Support? Also, is your $DatabaseHost, $DatabaseUser and $DatabasePassword correct in config.pm? Does your $DatabaseUser have the correct permissions (have you flushed your MySQL cache`s lately???). Try logging into your MySQL db form the command line (assuming it`s running on localhost) to see that it is correct. #mysql -u USER -pPASS I`m a qmail user myself so this is really just a few quick thoughts... too many bad memories of sendmail exploits from the past..... -- timuel ----- Original Message ----- From: "Ole Schelde" To: Sent: Sunday, April 07, 2002 9:02 AM Subject: [rt-users] RT and Mail Gateway Dear all, I have installed and configured RT in my system on RH 7.2. It is working fine. But for Mail Gateway Configuration When I try to send a e-mail til support at helpdesk.a-aarhus.dk I get a reply that delivery is refused. The maillog on the RT-server gives the following lines: Apr 7 11:29:50 triton sendmail[20915]: g379Toj20915: from=, size=3892, class=0, nrcpts=1, msgid=<266067B5D256C8418E9ECBC14B1D5DF53E901B at uranus.arkitektskolen.aaa> , proto=ESMTP, daemon=MTA, relay=uranus.arkitektskolen.aaa [172.16.1.40] Apr 7 11:29:50 triton sendmail[20916]: g379Toj20915: to="/opt/rt2/bin/rt-mailgate --queue support --action correspond", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=*file*, pri=33371, dsn=5.0.0, stat=Can't create output Apr 7 11:29:50 triton sendmail[20916]: g379Toj20915: g379Toj20916: DSN: Can't create output Apr 7 11:29:50 triton sendmail[20916]: g379Toj20916: to=, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=33471, relay=mail.a-aarhus.dk. [172.16.1.40], dsn=2.0.0, stat=Sent ( <200204070929.g379Toj20916 at triton.a-aarhus.dk> Queued mail for delivery) Thanks in advance... Ole _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From sebastian at flothow.de Sun Apr 7 10:36:28 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Sun, 7 Apr 2002 16:36:28 +0200 Subject: [rt-users] RT and Mail Gateway In-Reply-To: References: Message-ID: At 16:02 Uhr +0200 7.4.2002, Ole Schelde wrote: >Apr 7 11:29:50 triton sendmail[20916]: g379Toj20915: >to="/opt/rt2/bin/rt-mailgate --queue support --action correspond", >ctladdr= (8/0), delay=00:00:00, >xdelay=00:00:00, mailer=*file*, pri=33371, dsn=5.0.0, stat=Can't create >output I'm not a sendmail guru, but mailer=*file* makes me think that sendmail tries to write to a file named "/opt/rt2/bin/rt-mailgate --queue support --action correspond", instead of executing it as a command. -- Sebastian Flothow sebastian at flothow.de #include From gregs at Intellstat.com Sun Apr 7 15:17:48 2002 From: gregs at Intellstat.com (Greg Smythe) Date: Sun, 7 Apr 2002 12:17:48 -0700 Subject: [rt-users] RT and Mail Gateway Message-ID: <41257DB9CD3CD311BE92006008A52B255500F4@maili.intellstat.com> In your /etc/aliases you need a pipe at the beginning, that's why Sendmail is trying to write to a file instead of 'prog'... Example, here is an entry in mine: abuse : "|/usr/rt2/bin/rt-mailgate --queue abuse --action correspond" abuse-comment: "|/usr/rt2/bin/rt-mailgate --queue abuse --action comment" Also, make sure you have an entry in /etc/smrsh: [greg at support greg]$ ls -l /etc/smrsh total 0 lrwxrwxrwx 1 root root 24 Oct 23 19:07 rt-mailgate -> /usr/rt2/bin/rt-mailgate -=-=-=-=-=-=-=-=-=-=-=-=-=- Greg Smythe SysAdmin Intellstat Communications WA State Resident -----Original Message----- From: Ole Schelde [mailto:ole.schelde at a-aarhus.dk] Sent: Sunday, April 07, 2002 7:03 AM To: rt-users at lists.fsck.com Subject: [rt-users] RT and Mail Gateway Dear all, I have installed and configured RT in my system on RH 7.2. It is working fine. But for Mail Gateway Configuration When I try to send a e-mail til support at helpdesk.a-aarhus.dk I get a reply that delivery is refused. The maillog on the RT-server gives the following lines: Apr 7 11:29:50 triton sendmail[20915]: g379Toj20915: from=, size=3892, class=0, nrcpts=1, msgid=<266067B5D256C8418E9ECBC14B1D5DF53E901B at uranus.arkitektskolen.aaa> , proto=ESMTP, daemon=MTA, relay=uranus.arkitektskolen.aaa [172.16.1.40] Apr 7 11:29:50 triton sendmail[20916]: g379Toj20915: to="/opt/rt2/bin/rt-mailgate --queue support --action correspond", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=*file*, pri=33371, dsn=5.0.0, stat=Can't create output Apr 7 11:29:50 triton sendmail[20916]: g379Toj20915: g379Toj20916: DSN: Can't create output Apr 7 11:29:50 triton sendmail[20916]: g379Toj20916: to=, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=33471, relay=mail.a-aarhus.dk. [172.16.1.40], dsn=2.0.0, stat=Sent ( <200204070929.g379Toj20916 at triton.a-aarhus.dk> Queued mail for delivery) Thanks in advance... Ole _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From ole.schelde at a-aarhus.dk Sun Apr 7 15:26:07 2002 From: ole.schelde at a-aarhus.dk (Ole Schelde) Date: Sun, 7 Apr 2002 21:26:07 +0200 Subject: SV: [rt-users] RT and Mail Gateway Message-ID: Thank you for the help - following your advise everything now works. I had forgotten to put the pipe at the beginning of the line in aliases. Ole -----Oprindelig meddelelse----- Fra: Greg Smythe [mailto:gregs at Intellstat.com] Sendt: 7. april 2002 21:18 Til: Ole Schelde; rt-users at lists.fsck.com Emne: RE: [rt-users] RT and Mail Gateway In your /etc/aliases you need a pipe at the beginning, that's why Sendmail is trying to write to a file instead of 'prog'... Example, here is an entry in mine: abuse : "|/usr/rt2/bin/rt-mailgate --queue abuse --action correspond" abuse-comment: "|/usr/rt2/bin/rt-mailgate --queue abuse --action comment" Also, make sure you have an entry in /etc/smrsh: [greg at support greg]$ ls -l /etc/smrsh total 0 lrwxrwxrwx 1 root root 24 Oct 23 19:07 rt-mailgate -> /usr/rt2/bin/rt-mailgate -=-=-=-=-=-=-=-=-=-=-=-=-=- Greg Smythe SysAdmin Intellstat Communications WA State Resident -----Original Message----- From: Ole Schelde [mailto:ole.schelde at a-aarhus.dk] Sent: Sunday, April 07, 2002 7:03 AM To: rt-users at lists.fsck.com Subject: [rt-users] RT and Mail Gateway Dear all, I have installed and configured RT in my system on RH 7.2. It is working fine. But for Mail Gateway Configuration When I try to send a e-mail til support at helpdesk.a-aarhus.dk I get a reply that delivery is refused. The maillog on the RT-server gives the following lines: Apr 7 11:29:50 triton sendmail[20915]: g379Toj20915: from=, size=3892, class=0, nrcpts=1, msgid=<266067B5D256C8418E9ECBC14B1D5DF53E901B at uranus.arkitektskolen.aaa> , proto=ESMTP, daemon=MTA, relay=uranus.arkitektskolen.aaa [172.16.1.40] Apr 7 11:29:50 triton sendmail[20916]: g379Toj20915: to="/opt/rt2/bin/rt-mailgate --queue support --action correspond", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=*file*, pri=33371, dsn=5.0.0, stat=Can't create output Apr 7 11:29:50 triton sendmail[20916]: g379Toj20915: g379Toj20916: DSN: Can't create output Apr 7 11:29:50 triton sendmail[20916]: g379Toj20916: to=, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=33471, relay=mail.a-aarhus.dk. [172.16.1.40], dsn=2.0.0, stat=Sent ( <200204070929.g379Toj20916 at triton.a-aarhus.dk> Queued mail for delivery) Thanks in advance... Ole _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From smylers at gbdirect.co.uk Mon Apr 8 04:14:48 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Mon, 8 Apr 2002 09:14:48 +0100 (BST) Subject: [rt-users] RT and Mail Gateway In-Reply-To: <00e401c1de4a$2fe68ff0$ba6567cf@timuel> Message-ID: Yesterday Timothy G Wesemann wrote: > #mysql -u USER -pPASS Warning: If your computer has other users who don't know the password for your DB, then don't do that -- the password is part of the command-line, and could be discovered with ps. Instead just use -p without the password and supply it when prompted. Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Mon Apr 8 04:32:56 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Mon, 8 Apr 2002 09:32:56 +0100 (BST) Subject: [rt-users] Customization Advice In-Reply-To: Message-ID: On Saturday Bruce Campbell wrote: > On Fri, 22 Mar 2002, Smylers wrote: > > ( sheesh, has it been that long since I've been in the office? ) Looks like it -- you've certainly been conspicuous in your absence from this list. Hope you've been enjoying yourself. > > > Most of the contributed ScripConditions/ScripActions are supplied with an > > > 'insert' script ... > > > > I'd had a look at these but found them very scary. For example, > > AutoAssign.pm.insertdata appears to run in package RT (as used by > > RT.pm), then looks to be creating users and groups (that I'd expect > > already to exist), then creates ScripActions (but all of them, the > > existing ones plus the new ones), and the same for ScripConditions. Is > > that right? > > Not really. Most of the insert scripts don't create extra rt users or > groups, and simply ask for the next id-number in the > Scrip{Action,Condition} table to be assigned. It doesn't re-create > existing Scrip components. Ah, I think I was just unlucky in my choice of where to steal from. AutoAssign.pm.insert data is not inconsiderably complicated (and still looks to me to be creating superfluous things). OwnerChange/insert_condition.pl is a fraction of the size and makes sense. > > > If you shifted the standard RT::Action::SendEmail elsewhere and created > > > your own RT::Action::SendEmail to override SetSubject (etc), and then > > > include RT::Action::SendEmail_Install, you'd be laughing. > > > > That involves having to rename SendEmail.pm as SendEmail_Install.pm > > every time we do an upgrade. I did eventually get round to implementing it in a way which just overrides a single sub of RT::Action::SendEmail and doesn't require any renaming: http://lists.fsck.com/pipermail/rt-users/2002-March/007420.html > A future innovation (currently in devel) with RT is the possibility of > RT-code-as-distributed and RT-code-for-local-override at the > RT::Library level. Sounds good. > Have a look at some mails from Jesse last month on rt-devel for more > information. Ta. (I get a distinct feeling that I ought to be subscribed to that list too anyway. I get another feeling that my boss won't want me spending any more work time on lists and I'll have to subscribe from home ...) > Note that as with any customisation of a public tool, you will need to > be careful that your modifications continue to work as intended after > you upgrade the base system. Of course. But keeping the change as small as possible minimizes the chance that that area will have changed differently in the upgrade, hence my desire just to override one sub. Good to see you back. Smylers -- GBdirect http://www.gbdirect.co.uk/ From bruce_campbell at ripe.net Mon Apr 8 05:07:49 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 8 Apr 2002 11:07:49 +0200 (CEST) Subject: [rt-users] RT and Mail Gateway...help In-Reply-To: <3CB14507.67231215@naturesoft.net> Message-ID: ( Note that although I respond a lot on rt-users, I'm not a personal help desk. Jesse does that in return for the foldable stuff ;). Shifted back to rt-users. ) On Mon, 8 Apr 2002, maniezhilan wrote: > Thanks for the information, I have done the same thing as u mentioned. > Iam not sure whether Iam correct, Iam figuring out here the entire the > scenario..please correct me , if Iam wrong. > > RT installed in 192.168.0.17 system. (Redhat 7.2) > Mail Server installed in 192.168.0.3 (Redhat 6.2) I'm going to refer to these as 'RT' and 'Mail' respectively. > RT Installed System: > In 192.168.0.17, where I have installed RT, I edited the sendmail.cf and > added the > SmartHost of the Mail Server 192.168.0.3 (DS 192.168.0.3) > I have also added the cron activity for flushing the mail queue. Yes, this will clear up the mail that RT generates (ensures that it gets delivered). On 'RT': > In the aliases file I have added the following content, > > rt: "|/usr/local/rt2/bin/rt-mailgate --queue general --action correspond" > rt-comment: "|/usr/local/rt2/bin/rt-mailgate --queue general --action > comment" The trick that you need now is to deliver mail to the RT system. You can do this via one of two methods: a) Install RT also on the Mail server, and ensure that the configuration of RT (config.pm) points to the RT server ($DatabaseHost) *and* that the mysql rt_user on the RT server can connect from the Mail server. b) Run sendmail on the RT server (accepting connections or from inetd), and have the RT aliases on the Mail server read (lets assume you're example.com): rt: rt at rt.example.com rt-comment: rt-comment at rt.example.com The RT server's sendmail is configured to only accept mail for 'rt.example.com' (or whatever name you want that is seperate from your main mail; remember to keep the RT addresses @example.com in the configuration so you don't have the RT server's mail port exposed to the outside) > In the Mail Server 192.168.0.3, I have created two pop users rt and > rt-comment. Unless you install RT on the Mail server, you don't need any rt-specific users on the Mail server Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From jacques at mindspring.co.za Mon Apr 8 06:26:50 2002 From: jacques at mindspring.co.za (Jacques Grove) Date: Mon, 08 Apr 2002 12:26:50 +0200 Subject: [rt-users] HTML:Mason Error Message-ID: Hi guys, I am getting this error when trying to create my first ticket... Can anyone help? error in file: /opt/rt2/bin/webmux.pl line 94: Can't call method "cgi_object" on an undefined value context: ... 90: $RT::Mason::r->content_type($type); 91: } 92: 93: sub CGIObject { 94: $m->cgi_object(); 95: } 96: 97: } 98: ... component stack: /Ticket/Display.html [standard] /autohandler [standard] code stack: /opt/rt2/bin/webmux.pl:94 /opt/rt2/lib/RT/Interface/Web.pm:369 /opt/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html:50 /opt/rt2/WebRT/data/obj/STANDARD/autohandler:69 Here is the raw error dump: error while executing /Ticket/Display.html [standard]: Can't call method "cgi_object" on an undefined value at /opt/rt2/bin/webmux.pl line 94, line 48. HTML::Mason::Interp::__ANON__('Can\'t call method "cgi_object" on an undefined value at /opt/rt...') called at /opt/rt2/bin/webmux.pl line 94 HTML::Mason::Commands::CGIObject() called at /opt/rt2/lib/RT/Interface/Web.pm line 369 HTML::Mason::Commands::MakeMIMEEntity('Subject', 'ta', 'From', undef, 'Cc', '', 'Body', 'rfgsdv', ...) called at /opt/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html line 50 HTML::Mason::Commands::__ANON__('Due', '', 'new-RefersTo', '', 'Status', 'new', 'MemberOf-new', '', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99b98a 8)', 'Due', '', 'new-RefersTo', '', 'Status', 'new', 'MemberOf-new', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653 require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x998ab a8)', 'HTML::Mason::Component::FileBased=HASH(0x99b98a8)', 'Due', '', 'new-RefersTo', '', 'Status', 'new', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 316 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x 998aba8)') called at /opt/rt2/WebRT/data/obj/STANDARD/autohandler line 69 HTML::Mason::Commands::__ANON__('Due', '', 'new-RefersTo', '', 'Status', 'new', 'MemberOf-new', '', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x984ce3 0)', 'Due', '', 'new-RefersTo', '', 'Status', 'new', 'MemberOf-new', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653 require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x998ab a8)', 'HASH(0x999d2d4)', 'HTML::Mason::Component::FileBased=HASH(0x984ce30)', 'Due', '', 'new-RefersTo', '', 'Status', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 159 require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 159 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x998ab a8)', '/Ticket/Display.html', 'Due', '', 'new-RefersTo', '', 'Status', 'new', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 914 HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=HAS H(0x97c89b8)', 'Apache=SCALAR(0x9987ec4)', 'HTML::Mason::Request::ApacheHandler=HASH(0x998aba8)', undef) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560 require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x97c89b8)', 'Apache=SCALAR(0x9987ec4)') called at /opt/rt2/bin/webmux.pl line 165 RT::Mason::handler('Apache=SCALAR(0x9987ec4)') called at /dev/null line 0 require 0 called at /dev/null line 0 From scott at xs4all.nl Mon Apr 8 06:38:31 2002 From: scott at xs4all.nl (Scott A. McIntyre) Date: Mon, 8 Apr 2002 12:38:31 +0200 Subject: [rt-users] Bounce loops caused by autoresponders. Message-ID: <20020408103831.GD6166@xs4all.nl> Hi, This problem is technically one caused by bad auto-responding systems from "outsiders" but we're wondering if there's a way to handle this inside of RT... What happened was an external address user at foo.com emailed a queue that allows meta-group Everyone to create/reply to tickets. Our OnCreate Scrip sent back a "thank you for your submission" to that user. Unfortunately, they then routed that to user2 at foo2.org which sent back an autoresponse to us saying thank you. That auto-response went back to the queue, was entered into the ticket and since another Scrip has a NotifyAllWatchers on Correspondence, RT saw this as a new address, a new watcher, and sent the message from user2 at foo2.org back to user at foo.com, which forwarded to user2 at foo2.org and so on and so forth. This happened 244 times, then for some reason stopped (nothing we did, it happened fairly late on a Friday night). So, the question is, is there anything that we can do inside of RT to help catch these? I can't see anything obvious, because as far as RT sees, it's all new correspondence from two legitimate watchers -- other than restricting Watcher status or changing the ACL so that Replies can only be sent by a named Requestor/Watcher (rather than "Everyone"), there may not be any obvious solutions. Perhaps some way of counting "Re: Re: Re:" in Subject lines? Any suggestions appreciated! Thanks, Scott From Kendric.Beachey at garmin.com Mon Apr 8 09:47:55 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Mon, 8 Apr 2002 08:47:55 -0500 Subject: [rt-users] Can a scrip detect a keyword change? Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA53350C@dallas.garmin.com> I have some users that would like an e-mail fired off to the ticket owner when a certain keyword acquires a certain value. Has anyone worked up a scrip that senses keyword changes? -- Kendric Beachey From misanch at usb.ve Mon Apr 8 12:48:03 2002 From: misanch at usb.ve (misanch at usb.ve) Date: Mon, 08 Apr 2002 12:48:03 -0400 (VET) Subject: [rt-users] RT Web Login Problems Message-ID: <1018284483.3cb1c9c314caa@webmail.usb.ve> Hello, We can't login to RT Web interface. We've tried even 'root' as username and 'password' as password. We read nothing in neither 'error_log' nor '/tmp/rt.log...etc' which helps us. Do you think it's a filesystem permission problem? Because Apache user is 'apache' and RT user is 'www-data'. Additional information: OS: Linux RedHat 7.2 Root directory: /opt/rt2 Web root: /opt/rt2/WebRT/html RT Version: 2-0-11 Thank you, Maria From Weimer at CERT.Uni-Stuttgart.DE Mon Apr 8 12:50:40 2002 From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer) Date: Mon, 08 Apr 2002 18:50:40 +0200 Subject: [rt-users] Bounce loops caused by autoresponders. In-Reply-To: <20020408103831.GD6166@xs4all.nl> ("Scott A. McIntyre"'s message of "Mon, 8 Apr 2002 12:38:31 +0200") References: <20020408103831.GD6166@xs4all.nl> Message-ID: <87k7rib0db.fsf@CERT.Uni-Stuttgart.DE> "Scott A. McIntyre" writes: > What happened was an external address user at foo.com emailed a queue that > allows meta-group Everyone to create/reply to tickets. Our OnCreate > Scrip sent back a "thank you for your submission" to that user. We are considering to use the "Comment" address for external users only (and do not set Reply-To: on outgoing RT messages). The "Reply" address will be reserved for our personnel. (So it's quite the opposite of what people usually do.) Such a setup makes much more sense to me anyway, and quite a lot of problems go away, including trouble with autoresponders. Has anybody tried this reversed setup? Is there something I'm missing, or is it really much better in every regard? ;-) -- Florian Weimer Weimer at CERT.Uni-Stuttgart.DE University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/ RUS-CERT +49-711-685-5973/fax +49-711-685-5898 From sean at techtarget.com Mon Apr 8 14:47:01 2002 From: sean at techtarget.com (Sean Lutner) Date: 08 Apr 2002 14:47:01 -0400 Subject: [rt-users] Aliasing question Message-ID: <1018291621.15176.18.camel@pulse.rentul.net> I'm currently setting up the queues I will use within RT. I have three queues. My question is in regards to mail aliases. If I have a queue called support at mydomain.com, is it ok to alias support-comment at mydomain.com to the support address. I'm using postfix 1.1.5 and the alias would look like this in the virtual file support-comment at mydomain.com support The aliases file will still contain the line support-comment: "|/path/to/rt/bin/rt-mailgate --queue support --action comment" Can I do this, or do I need to create a seperate account for all the -comment addresses? Thanks Sean -- Sean Lutner Senior Systems & Network Administrator TechTarget, Inc. 117 Kendrick St, Suite 800 Needham, MA 02494 P: 781-657-1337 F: 781-657-1100 E: sean at techtarget.com W: http://www.techtarget.com "Imagination is more important than knowledge." -- Albert Einstein From gregs at Intellstat.com Mon Apr 8 15:37:29 2002 From: gregs at Intellstat.com (Greg Smythe) Date: Mon, 8 Apr 2002 12:37:29 -0700 Subject: [rt-users] Aliasing question Message-ID: <41257DB9CD3CD311BE92006008A52B25550107@maili.intellstat.com> What are you going to use for your "--action correspond" command if you're going to alias the -comment account to the "--action comment" command? (Rhetorical question) :) You should keep them separate, unless you're doing some other funky odd stuff... -=-=-=-=-=-=-=-=-=-=-=-=-=- Greg Smythe SysAdmin Intellstat Communications WA State Resident -----Original Message----- From: Sean Lutner [mailto:sean at techtarget.com] Sent: Monday, April 08, 2002 11:47 AM To: rt-users at lists.fsck.com Subject: [rt-users] Aliasing question I'm currently setting up the queues I will use within RT. I have three queues. My question is in regards to mail aliases. If I have a queue called support at mydomain.com, is it ok to alias support-comment at mydomain.com to the support address. I'm using postfix 1.1.5 and the alias would look like this in the virtual file support-comment at mydomain.com support The aliases file will still contain the line support-comment: "|/path/to/rt/bin/rt-mailgate --queue support --action comment" Can I do this, or do I need to create a seperate account for all the -comment addresses? Thanks Sean -- Sean Lutner Senior Systems & Network Administrator TechTarget, Inc. 117 Kendrick St, Suite 800 Needham, MA 02494 P: 781-657-1337 F: 781-657-1100 E: sean at techtarget.com W: http://www.techtarget.com "Imagination is more important than knowledge." -- Albert Einstein _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From fletch+rt at phydeaux.org Mon Apr 8 23:51:43 2002 From: fletch+rt at phydeaux.org (Fletch) Date: 08 Apr 2002 23:51:43 -0400 Subject: [rt-users] Authenticating other things against RT's user database Message-ID: This is something I just hacked up (with a little help from the excelent _mod_perl Developer's Cookbook_ since I haven't really touched mod_perl in aeons now and was a tad rustier than I thought :) that may be of interest to someone. The situation: I've just installed Nagios (http://www.nagios.org/), a web based network monitoring application. The guts of its interface are a bunch of C (eeew :) CGI programs that can be password protected. The installation instructions tell you to setup the usual apache AuthUserFile et al in an .htaccess file. Since I've installed nagios on the same machine as my RT instance and pretty much everyone who'd be accessing it already had RT accounts, it made sense to not add yet another password when RT was already there. Keep in mind that this is using Basic authentication, so you probably don't want to be using it on something travelling over a public network (or over anything other than an SSL connection for the prudently paranoid). There's a small USAGE section at the bottom of the code. If you need more help than that, see the apache documentation such as: http://httpd.apache.org/docs/howto/auth.html --->8 Cut here 8<--- ## ## RTAuth -- PerlAuthHandler for authenticating against RT's user list ## ## $Id$ ## package RTAuth; use strict; use DBI; use Apache::Constants qw( OK AUTH_REQUIRED ); use RT (); use RT::CurrentUser (); sub handler { my $r = shift; my( $status, $pw ) = $r->get_basic_auth_pw; return $status unless $status == OK; RT::Init(); my $u = RT::CurrentUser->new(); unless( $u->Load($r->user) and $u->id() ) { $r->log_error( "RT::CurrentUser->Load failed: ", $r->user ); return AUTH_REQUIRED; } return OK if $u->IsPassword( $pw ); return AUTH_REQUIRED } 1; __END__ =head1 USAGE Put something resembling the following in a C<> or C<> section, or in a C<.htacess> file. PerlAuthenHandler RTAuth AuthName "RT Access" AuthType Basic Require valid-user =head1 COPYING Copyright 2002, Mike Fletcher. This module may be distributed under the same terms as Perl. =head1 AUTHOR Mike Fletcher, =cut --->8 Cut here 8<--- -- Fletch | "If you find my answers frightening, __`'/| fletch at phydeaux.org | Vincent, you should cease askin' \ o.O' 770 933-0600 x211(w) | scary questions." -- Jules =(___)= | U From scott at xs4all.nl Tue Apr 9 01:45:48 2002 From: scott at xs4all.nl (Scott A. McIntyre) Date: Tue, 9 Apr 2002 07:45:48 +0200 Subject: [rt-users] Simple ShowBasics tweak to get back to Queue Message-ID: <20020409054548.GB13153@xs4all.nl> Hi, I added this the other day and thought others may find it useful; basically, we wanted a shortcut way to get from a Ticket display screen back to the queue that the ticket belonged. This patch will make the queue name in the Show Basics box a link back to the queue itself: *** /path/to/rt2/WebRT/html/Ticket/Elements/ShowBasics Fri Apr 5 13:54:07 2002 --- /path/to/rt2/local/WebRT/html/Ticket/Elements/ShowBasics Mon Apr 8 13:42:41 2002 *************** *** 12,22 **** <& /Elements/ShadedBox, title => 'Priority', content=> $Ticket->Priority."/".$Ticket->FinalPriority &> <& /Elements/ShadedBox, title => 'Queue', content=> $Ticket->QueueObj->Name &> ! ! <%INIT> my $TimeWorked = $Ticket->TimeWorked; if ($Ticket->TimeLeft > 0 ) { --- 12,24 ---- <& /Elements/ShadedBox, title => 'Priority', content=> $Ticket->Priority."/".$Ticket->FinalPriority &> + <& /Elements/ShadedBox, title => 'Queue', content=> $Ticket->QueueObj->Name &> ! ! + <%INIT> my $TimeWorked = $Ticket->TimeWorked; if ($Ticket->TimeLeft > 0 ) { It's really just the one line, the href, but it's saved us some time. Scott From barancev at kazbek.ispras.ru Tue Apr 9 03:18:35 2002 From: barancev at kazbek.ispras.ru (Alexei Barantsev) Date: Tue, 9 Apr 2002 11:18:35 +0400 Subject: [rt-users] "Can't call cgi_object method unless CGI.pm was used to handle incoming arguments" error when I try to create a new ticket In-Reply-To: <098301c1d756$fb0bfa30$6701a8c0@SCDDENNIS> Message-ID: <001d01c1df96$c3ab0ca0$9535d0c3@flor> Dear Dennis! Looks like you have configured your Apache to use HTML::Mason with (args_method => 'mod_perl'). RT2 can't redefine this setting because args_method is a parameter of module import. This issue will be fixed in upcoming 1.10 version of HTML::Mason, args_method will be a parameter of ApacheHandler constructor. Now you can either reconfigure your server to use (args_method => 'CGI') or use a patch suggested by me in http://lists.fsck.com/pipermail/rt-devel/2002-February/002079.html. Jesse said that there is no reasons to add this patch to the current stable branch and it will not be needed in future versions too due to the change in HTML::Mason mentioned above. Best regards, Alexei -- Alexei Barantsev, ISP RAS E-mail: barancev at kazbek.ispras.ru ICQ : 3959207 -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Dennis L. Cumro Sent: Friday, March 29, 2002 10:22 PM To: rt-users at lists.fsck.com Subject: [rt-users] "Can't call cgi_object method unless CGI.pm was used to handle incoming arguments" error when I try to create a new ticket Hi Rt users, I'm new to rt having just installed it yesterday. I am having problems adding tickets. When I fill out the form and press "create" button I get a mason error: component stack: /Ticket/Display.html [standard] /autohandler [standard] code stack: /usr/local/rt2/bin/webmux.pl:100 /usr/local/rt2/lib/RT/Interface/Web.pm:369 /usr/local/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html:50 /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69 error while executing /Ticket/Display.html [standard]: Can't call cgi_object method unless CGI.pm was used to handle incoming arguments. HTML::Mason::Interp::__ANON__('Can\'t call cgi_object method unless CGI.pm was used to handle i...') called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 55 [...] It seems that I have problems on pages with forms but not pages with links. I tried replacing: use HTML::Mason::ApacheHandler (args_method => 'CGI'); withuse HTML::Mason::ApacheHandler (args_method=>'mod_perl') in webmux.pl but that didn't help. I am using rt2-0-13. Thanks in advance for any help. Dennis Cumro ____________________________________________ Summit Communication Design 6065 S. Quebec St. Suite 202 Englewood, CO 80111 Phone: 303-290-1898 FAX: 303-265-9379 http://www.SummitDesign.net From gary.stainburn at ringways.co.uk Tue Apr 9 05:18:42 2002 From: gary.stainburn at ringways.co.uk (Gary Stainburn) Date: Tue, 9 Apr 2002 10:18:42 +0100 Subject: [rt-users] Inbound email permissions problem In-Reply-To: <1017929465.2110.124.camel@unitytest> References: <1017929465.2110.124.camel@unitytest> Message-ID: On Thursday 04 April 2002 3:11 pm, Marc Beyer wrote: > Hi, > > I have actually run into the exact same problem and discovered that it > is a permission problem inside RT. When I set the "Reply to Ticket" > permission for everyone, RT responds to the message as expected. The > watcher can reply when permissions for him are set, but, unless ther > reply permission is set for everyone, the requestor cannot. I get the > "Permission Denied" error message back even though the requestor has > "Reply to Ticket" set in his permissions. > > Does anyone know why the requestor cannot reply despite having been > given the right to do so? Has anyone found an answer to this question or mine yet? As you can see from the debug listed below, I am allowed to run rt-mailgate so it's not a unix permission problem so it must be an RT permission problem. I'm running RH7.2 with RT 2.0.12 Gary [root at larry tmp]# cat rt.log.23944.8 Found a ticket ID. It's 1Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. Use of uninitialized value in pattern match (m//) at /opt/rt2/lib/RT/Record.pm line 133, line 27. Use of uninitialized value in concatenation (.) at /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line 188, line 27. Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. Use of uninitialized value in pattern match (m//) at /opt/rt2/lib/RT/Record.pm line 133, line 27. Use of uninitialized value in concatenation (.) at /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line 188, line 27. Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. Use of uninitialized value in pattern match (m//) at /opt/rt2/lib/RT/Record.pm line 133, line 27. Use of uninitialized value in concatenation (.) at /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line 188, line 27. Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. Permission Denied[root at larry tmp]# > > Thanks, > > Marc > > On Wed, 2002-04-03 at 16:05, Gary Stainburn wrote: > > On Wednesday 03 April 2002 3:27 pm, Smylers wrote: > > > Gary Stainburn wrote: > > > > Does anyone know how to turn on some debugging within Exim and > > > > rt-mailgate to try to sort out the probem? > > > > > > I've no idea about in 'Exim', but in 'RT' check config.pm. If you have > > > > > > $LogToFile = 'debug'; > > > > > > and make sure that $LogToFileNamed _doesn't_ contain $$ then 'RT' will > > > spew much information, and all of rt-mailgate's output will go to a > > > single file. Then you just have to tail -f when sending some mail. > > > > > > Smylers > > > > Okay, now we're getting somewhere, although I don't know where. > > > > I made the changes you suggested, and got some output in > > /tmp/rt.log.30511.8 (yes, I know the $$ and $< should not be there, I did > > remove them from the config file). > > > > I'm still running 2.0.12 at the mo. > > > > here's what I got: > > > > [root at larry tmp]# ll rt.log.30511.8 > > -rw-r--r-- 1 mail rt 1353 Apr 3 16:04 rt.log.30511.8 > > [root at larry tmp]# cat rt.log.30511.8 > > Found a ticket ID. It's 1Use of uninitialized value in join at > > /opt/rt2/lib/RT/Ticket.pm line 1182, line 27. > > Use of uninitialized value in pattern match (m//) at > > /opt/rt2/lib/RT/Record.pm line 133, line 27. > > Use of uninitialized value in concatenation (.) at > > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line > > 188, line 27. > > Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line > > 1182, line 27. > > Use of uninitialized value in pattern match (m//) at > > /opt/rt2/lib/RT/Record.pm line 133, line 27. > > Use of uninitialized value in concatenation (.) at > > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line > > 188, line 27. > > Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line > > 1182, line 27. > > Use of uninitialized value in pattern match (m//) at > > /opt/rt2/lib/RT/Record.pm line 133, line 27. > > Use of uninitialized value in concatenation (.) at > > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record/Cachable.pm line > > 188, line 27. > > Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line > > 1182, line 27. > > Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line > > 1182, line 27. > > Use of uninitialized value in join at /opt/rt2/lib/RT/Ticket.pm line > > 1182, line 27. > > [root at larry tmp]# > > -- > > Gary Stainburn > > > > This email does not contain private or confidential material as it > > may be snooped on by interested government parties for unknown > > and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > ________________________________________________________________________ > > E-mail is an informal method of communication and may be subject to data > corruption, interception and unauthorised amendment for which Digital > Bridges Ltd will accept no liability. Therefore, it will normally be > inappropriate to rely on information contained on e-mail without obtaining > written confirmation. > > This e-mail may contain confidential and/or privileged information. If you > are not the intended recipient (or have received this e-mail in error) > please notify the sender immediately and destroy this e-mail. Any > unauthorized copying, disclosure or distribution of the material in this > e-mail is strictly forbidden. > > ________________________________________________________________________ > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Gary Stainburn This email does not contain private or confidential material as it may be snooped on by interested government parties for unknown and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 From atporter at primate.net Tue Apr 9 05:51:18 2002 From: atporter at primate.net (Aaron T Porter) Date: Tue, 9 Apr 2002 02:51:18 -0700 Subject: [rt-users] Canned Responses to Tickets In-Reply-To: <15530.6330.96117.354779@onceler.kciLink.com> References: <20020402202117.GA26755@primate.net> <15530.6330.96117.354779@onceler.kciLink.com> Message-ID: <20020409095118.GL21309@primate.net> On Tue, Apr 02, 2002 at 03:46:50PM -0500, Vivek Khera wrote: > >>>>> "DCT" == David C Troy writes: > > DCT> Though I know many folks are using StockAnswers successfully, how about > DCT> giving access to Templates for user replies? Is this an easy change > DCT> Jesse? > > I tried putting together a consortium to pay Jesse for this feature a > while back, but we came up *way* short of the estimate he gave me for > the project. Footing the whole bill was just not possible for us, so > we gave up that hope for now. Maybe another day. I slapped together a quick hack based on StockAnswers to use the Templates schemas. I've only implemented the JavaScript pulldown method thus far, and to be honest that's probably all I'll do as it fills our needs. http://primate.net/src/TemplateAnswers-0.1.tar.gz From mwatson at office.netspace.net.au Tue Apr 9 06:42:05 2002 From: mwatson at office.netspace.net.au (Matthew Watson) Date: Tue, 9 Apr 2002 20:42:05 +1000 Subject: [rt-users] Couldn't load from the users database. Message-ID: heya all. I'm currently trying to convert my database from mysql to postgres , for reasons of effeciencies lacking from mysql Anyway, after dumping the data from mysql and importing it into postgres, changing around the config file for rt2 to connect to postgres, I restart apache and everything seems fine I can log into the web interface and view current rts. I can do the same via the cmdline.. However, then I try and send email to my queues I get the following error returned. Anyone have ideas on this?? Why wouldn't it be able to load the users database? ----- Transcript of session follows ----- Use of uninitialized value in split at /usr/local/lib/perl5/5.6.1/Cwd.pm line 103. Couldn't load from the users database. Can't call method "fetchrow" on an undefined value at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 355, line 26. 554 5.3.0 unknown mailer error 255 ---------------------------------------------- Matthew Watson Development, Netspace Online Systems mwatson at netspace.net.au From jacques at mindspring.co.za Tue Apr 9 07:30:15 2002 From: jacques at mindspring.co.za (Jacques Grove) Date: Tue, 09 Apr 2002 13:30:15 +0200 Subject: [rt-users] Please help me... I have had no response yet... Message-ID: Hi guys, I am getting this error when trying to create my first ticket... Can anyone help? error in file: /opt/rt2/bin/webmux.pl line 94: Can't call method "cgi_object" on an undefined value context: ... 90: $RT::Mason::r->content_type($type); 91: } 92: 93: sub CGIObject { 94: $m->cgi_object(); 95: } 96: 97: } 98: ... component stack: /Ticket/Display.html [standard] /autohandler [standard] code stack: /opt/rt2/bin/webmux.pl:94 /opt/rt2/lib/RT/Interface/Web.pm:369 /opt/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html:50 /opt/rt2/WebRT/data/obj/STANDARD/autohandler:69 Here is the raw error dump: error while executing /Ticket/Display.html [standard]: Can't call method "cgi_object" on an undefined value at /opt/rt2/bin/webmux.pl line 94, line 48. HTML::Mason::Interp::__ANON__('Can\'t call method "cgi_object" on an undefined value at /opt/rt...') called at /opt/rt2/bin/webmux.pl line 94 HTML::Mason::Commands::CGIObject() called at /opt/rt2/lib/RT/Interface/Web.pm line 369 HTML::Mason::Commands::MakeMIMEEntity('Subject', 'ta', 'From', undef, 'Cc', '', 'Body', 'rfgsdv', ...) called at /opt/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html line 50 HTML::Mason::Commands::__ANON__('Due', '', 'new-RefersTo', '', 'Status', 'new', 'MemberOf-new', '', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99b98a 8)', 'Due', '', 'new-RefersTo', '', 'Status', 'new', 'MemberOf-new', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653 require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x998ab a8)', 'HTML::Mason::Component::FileBased=HASH(0x99b98a8)', 'Due', '', 'new-RefersTo', '', 'Status', 'new', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 316 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x 998aba8)') called at /opt/rt2/WebRT/data/obj/STANDARD/autohandler line 69 HTML::Mason::Commands::__ANON__('Due', '', 'new-RefersTo', '', 'Status', 'new', 'MemberOf-new', '', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x984ce3 0)', 'Due', '', 'new-RefersTo', '', 'Status', 'new', 'MemberOf-new', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653 require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x998ab a8)', 'HASH(0x999d2d4)', 'HTML::Mason::Component::FileBased=HASH(0x984ce30)', 'Due', '', 'new-RefersTo', '', 'Status', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 159 require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 159 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x998ab a8)', '/Ticket/Display.html', 'Due', '', 'new-RefersTo', '', 'Status', 'new', ...) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 914 HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=HAS H(0x97c89b8)', 'Apache=SCALAR(0x9987ec4)', 'HTML::Mason::Request::ApacheHandler=HASH(0x998aba8)', undef) called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560 require 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x97c89b8)', 'Apache=SCALAR(0x9987ec4)') called at /opt/rt2/bin/webmux.pl line 165 RT::Mason::handler('Apache=SCALAR(0x9987ec4)') called at /dev/null line 0 require 0 called at /dev/null line 0 From smylers at gbdirect.co.uk Tue Apr 9 07:36:44 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Tue, 9 Apr 2002 12:36:44 +0100 (BST) Subject: [rt-users] Adding Old Data to a Live System Message-ID: We're about to start using an 'RT' queue for handling some customer correspondence, which'll make life considerably easier for us. But at the point we do the switch we'll have a bunch of things we're part-way through deal with for which there aren't tickets. The blindingly obvious solution is to create a ticket for each of these. Bouncing old mails to the RT alias achieves this. (At least, it works for initial requests (handily using the original From: header and not that of the bouncer). Further correspondence will obviously incorrectly create new tickets, but we could either merge those in, or edit the ticket numbers into the Subject: headers in the mailbox of past mails, or make do without and deal with things on an ad-hoc basis. We'll manage somehow, and this isn't my biggest concern at the moment.) Unfortunately it also distributes those mails to the Ccs and AdminCcs, making them look like new inquiries. That would obviously get very confusing, if a member of staff is receiving genuine new inquiries mixed in with old e-mails he's already seen that are just being sent because they're new to the ticket system. How have other people dealt with this when moving from a manual system to using 'RT'? The best work-around I've thought of is to create a fake queue with its own e-mail alias just for the transition. All scrips could be removed from that queue, so old mails can be bounced to it without creating new mails. Then the bulk ticket update could be use to transfer them to the correct queue (by which time they wouldn't be new tickets, so no mail would be generated). Anybody got a better suggestion? Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Tue Apr 9 10:46:47 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Tue, 9 Apr 2002 15:46:47 +0100 (BST) Subject: [rt-users] Short URLs for Tickets and Queues Message-ID: I've just configured this system to use short URLs for displaying particular tickets or queues, which is handy when typing them manually. For example this URL displays the ticket 123: http://rt-server/123 and this one does a search for all new and open tickets in the documentation queue: http://rt-server/documentation Having got it working, I thought I'd mention it here in case anybody else would find it useful. I've made this work for 'Apache', using mod_rewrite. It makes a few assumptions: * 'RT' is installed in its own virtual host (though this would be easy to alter to your situation). * No queue names are entirely numeric. * No queue names contain slashes (/) or dots (.). * There are no URLs normally served by 'RT' other than the homepage that don't contain at least a dot or a slash (for a file extension or a directory name). * No queue names contain hyphens (-) or underscores (_) (though this is just for convenience, so that they can be typed in URLs instead of spaces; if this makes life less convenient for you, then obviously don't do it!). The ticket number stuff is easy. The queue names is slightly harder, and involves adding some code to 'RT' as well as the 'Apache' config. These are the lines you need to add to the section of httpd.conf: RewriteEngine on # Treat a single number as a ticket number: RewriteRule ^/([0-9]+)$ /Ticket/Display.html?id=$1 # Treat anything else that doesn't look like a file or directory as a # queue name: RewriteRule ^/([^/.]+)$ /Search/Listing.html?ShowQueue=$1 To make that last bit work, Search/Listing.html has to be modified to know what to do with a ShowQueue paramater and turn it into the usual kind of queue search (which uses numbers rather than names). Add this code at the start of the <%INIT> block in that file: if (my $QueueName = $ARGS{ShowQueue}) { $QueueName =~ tr/-_/ /; my $Queue = RT::Queue->new($session{CurrentUser}); if ($Queue->Load($QueueName)) { %ARGS = ( ValueOfQueue => $Queue->Id, ValueOfStatus => 'open', ValueOfStatus => 'new', StatusOp => '=', QueueOp => '=', NewSearch => '1', ); } } Cheers. Smylers -- GBdirect http://www.gbdirect.co.uk/ From bruce_campbell at ripe.net Tue Apr 9 11:20:16 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 9 Apr 2002 17:20:16 +0200 (CEST) Subject: [rt-users] Short URLs for Tickets and Queues In-Reply-To: Message-ID: On Tue, 9 Apr 2002, Smylers wrote: > RewriteEngine on `The great thing about mod_rewrite is it gives you all the configurability and flexibility of Sendmail. The downside to mod_rewrite is that it gives you all the configurability and flexibility of Sendmail.'' -- Brian Behlendorf Apache Group > # Treat a single number as a ticket number: > RewriteRule ^/([0-9]+)$ /Ticket/Display.html?id=$1 Remember to finish processing the request, with 'last rule' afterwards, eg: RewriteRule ^/([0-9]+)$ /Ticket/Display.html?id=$1 [L] > # Treat anything else that doesn't look like a file or directory as a > # queue name: > RewriteRule ^/([^/.]+)$ /Search/Listing.html?ShowQueue=$1 RewriteRule ^/([^/.]+)$ /Search/Listing.html?ShowQueue=$1 [L] Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From smylers at gbdirect.co.uk Tue Apr 9 11:28:46 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Tue, 9 Apr 2002 16:28:46 +0100 (BST) Subject: [rt-users] Short URLs for Tickets and Queues In-Reply-To: Message-ID: Bruce Campbell wrote: > On Tue, 9 Apr 2002, Smylers wrote: > > > RewriteRule ^/([0-9]+)$ /Ticket/Display.html?id=$1 > > Remember to finish processing the request, with 'last rule' afterwards, > eg: > > RewriteRule ^/([0-9]+)$ /Ticket/Display.html?id=$1 [L] > RewriteRule ^/([^/.]+)$ /Search/Listing.html?ShowQueue=$1 [L] I had those "[L]"s in originally, then I took them out when I realized they weren't doing anything -- the rules have to be in the order they are so that ticket numbers don't get caught as queue names initially. But once a ticket number has been rewritten to the full /Ticket/Display.html URL, it's got a slash in it so won't match the second rule anyway. So I don't think it makes a lot of difference either way. In theory it's better to leave them out, as it means that any further rewriting that somebody was doing to an explicit ticket or search URL will still happen to a shortcut-rewritten URL ... Cheers. Smylers -- GBdirect http://www.gbdirect.co.uk/ From bruce_campbell at ripe.net Tue Apr 9 11:38:32 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 9 Apr 2002 17:38:32 +0200 (CEST) Subject: [rt-users] Couldn't load from the users database. In-Reply-To: Message-ID: On Tue, 9 Apr 2002, Matthew Watson wrote: > However, then I try and send email to my queues I get the following error > returned. > Anyone have ideas on this?? Why wouldn't it be able to load the users > database? > > ----- Transcript of session follows ----- > Use of uninitialized value in split at /usr/local/lib/perl5/5.6.1/Cwd.pm > line 103. > Couldn't load from the users database. You might want to turn on full logging on the PostgreSQL server for a time. I suspect that you have an access problem between your mail and SQL servers, which differs from your web and SQL servers. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From mwatson at office.netspace.net.au Tue Apr 9 11:41:18 2002 From: mwatson at office.netspace.net.au (Matthew Watson) Date: Wed, 10 Apr 2002 01:41:18 +1000 Subject: [rt-users] very slow create ticket using postgres? Message-ID: Heya. I'm just playing with trying to get rt2 running under postgres rather than mysql. things seem to be ok, however when I click on new ticket (in whatever queue) it takes about a minute and a half to display the next page!, it looks to be running some select on postgres that is running the cpu upto like 80%-90%.. Any other postgres users experienced this?? Regards ---------------------------------------------- Matthew Watson Development, Netspace Online Systems mwatson at netspace.net.au From andre at snyrre.de Tue Apr 9 11:52:23 2002 From: andre at snyrre.de (Andre Esser) Date: Tue, 9 Apr 2002 17:52:23 +0200 Subject: [rt-users] groups & watchers Message-ID: <20020409175223.C87856@spielwiese.netcologne.net> Hi, I'm using RT 2.0.8_02 I've created a group with members. Now I want this group to be watcher for my queue "orders", but I couldn't find the group in the watchers select menu. I don't just want to add all the members of my group to the watchers one by one. Why can I create groups if I can't assign them to watchers??? Or can I??? Thanks for help, Andre -- Andre Esser andre at snyrre.de From mwatson at office.netspace.net.au Tue Apr 9 12:20:40 2002 From: mwatson at office.netspace.net.au (Matthew Watson) Date: Wed, 10 Apr 2002 02:20:40 +1000 Subject: [rt-users] very slow create ticket using postgres? In-Reply-To: Message-ID: possible reason..... Ok, I turned on logging in postres to level 2, so it logs transaction starts and stops, and the sql statements in the transactions. From bruce_campbell at ripe.net Tue Apr 9 13:25:24 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 9 Apr 2002 19:25:24 +0200 (CEST) Subject: [rt-users] groups & watchers In-Reply-To: <20020409175223.C87856@spielwiese.netcologne.net> Message-ID: On Tue, 9 Apr 2002, Andre Esser wrote: > I'm using RT 2.0.8_02 > I've created a group with members. Now I want this group to be watcher for my queue "orders", > but I couldn't find the group in the watchers select menu. > I don't just want to add all the members of my group to the watchers one by one. > Why can I create groups if I can't assign them to watchers??? Or can I??? At the moment, you need to assign each user who is a member of the group as a wather for a given queue. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bruce_campbell at ripe.net Tue Apr 9 13:36:17 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 9 Apr 2002 19:36:17 +0200 (CEST) Subject: [rt-users] Bounce loops caused by autoresponders. In-Reply-To: <20020408103831.GD6166@xs4all.nl> Message-ID: On Mon, 8 Apr 2002, Scott A. McIntyre wrote: > This problem is technically one caused by bad auto-responding systems > from "outsiders" but we're wondering if there's a way to handle this > inside of RT... In my opinion, anything that contributes to a mailing loop is a Bad Thing(tm). > Unfortunately, they then routed that to user2 at foo2.org which sent back an > autoresponse to us saying thank you. That auto-response went back to > the queue, was entered into the ticket and since another Scrip has a > NotifyAllWatchers on Correspondence, RT saw this as a new address, a new > watcher, and sent the message from user2 at foo2.org back to user at foo.com, > which forwarded to user2 at foo2.org and so on and so forth. The solution that I use is a more generic one, consisting of two Scrips. The first Scrip places a magic string in the User's comment field if they have sent more than [number] mails in the last [time period] to the RT system. If they have sent less than [2nd number] in the last [time period], the magic string is removed from their comment field. The second Scrip squelches the mail out of the transaction (currently only autoreply) if the magic string is present in the User's comment field. This has so far worked for my installation, not that we have much traffic through it ;) Both UpdateSquelch and AutoReplySquelch should be in http://www.fsck.com/pub/rt/contrib/2.0 . Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From aj at nlc.no Tue Apr 9 13:57:13 2002 From: aj at nlc.no (Andreas-Johann Ulvestad) Date: Tue, 9 Apr 2002 19:57:13 +0200 (CEST) Subject: [rt-users] Outgoing mail from RT failing Message-ID: Hi, I have RT 2.0.13 running on a system with Qmail. Everything works great incoming, but all outgoing e-mail fails. I get the following error message: Apr 9 19:54:50 galia qmail: 1018374890.992640 delivery 2650: success: sendmail:_illegal_option_--_t/RT::Action::Autoreply=HASH(0x881db90):_Could_not_send_mail_for_RT::Transaction=HASH(0x87dbf48)/did_0+0+1/ From bshafer at du.edu Tue Apr 9 14:55:49 2002 From: bshafer at du.edu (Bob Shafer) Date: Tue, 09 Apr 2002 12:55:49 -0600 (MDT) Subject: [rt-users] User with AdminGroup can't add members to a group Message-ID: We're running RT 2.0.13 with postgres 7.1.3. I want to delegate the ability to add and delete members of groups to another user. When I set AdminGroup at the global level for that user, the user can delete group members, however, when they add a member RT 1) replies with "Member Added" but 2) doesn't actually add the new group member. Has anyone else seen this problem? Any suggestions about how to correct the problem? Thanks, Bob Shafer University of Denver From darren at boston.com Tue Apr 9 15:42:01 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 9 Apr 2002 15:42:01 -0400 Subject: [rt-users] Outgoing mail from RT failing In-Reply-To: References: Message-ID: <20020409154201.A4603@boston.com> * Andreas-Johann Ulvestad [2002-04-09 14:02]: > Hi, I have RT 2.0.13 running on a system with Qmail. Everything works > great incoming, but all outgoing e-mail fails. I get the following error > message: > > Apr 9 19:54:50 galia qmail: 1018374890.992640 delivery 2650: success: > sendmail:_illegal_option_--_t/RT::Action::Autoreply=HASH(0x881db90):_Could_not_send_mail_for_RT::Transaction=HASH(0x87dbf48)/did_0+0+1/ > > >From config.pm: > $MailCommand = 'sendmail'; > $SendmailArguments="-oi"; > $SendmailPath = "/usr/sbin/sendmail"; > $UseFriendlyToLine = 0; Have you tried setting $SendmailPath to "/var/qmail/bin/qmail-inject"? (darren) -- People who sacrifice beauty for efficiency get what they deserve. -- Tom Robbins From aj at nlc.no Tue Apr 9 16:02:29 2002 From: aj at nlc.no (Andreas-Johann Ulvestad) Date: Tue, 9 Apr 2002 22:02:29 +0200 (CEST) Subject: [rt-users] Outgoing mail from RT failing In-Reply-To: <20020409154201.A4603@boston.com> Message-ID: > Have you tried setting $SendmailPath to "/var/qmail/bin/qmail-inject"? Hi, to test, I changed the SendmailPath to $SendmailPath = "/var/qmail/bin/qmail-inject"; But still, this error message: sendmail: illegal option -- t RT::Action::Notify=HASH(0x91b38c8): Could not send mail for RT::Transaction=HASH(0x924084c) From darren at boston.com Tue Apr 9 16:08:43 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 9 Apr 2002 16:08:43 -0400 Subject: [rt-users] Outgoing mail from RT failing In-Reply-To: References: <20020409154201.A4603@boston.com> Message-ID: <20020409160843.B4603@boston.com> * Andreas-Johann Ulvestad [2002-04-09 16:01]: > > Have you tried setting $SendmailPath to "/var/qmail/bin/qmail-inject"? > > Hi, to test, I changed the SendmailPath to $SendmailPath = > "/var/qmail/bin/qmail-inject"; > > But still, this error message: > > sendmail: illegal option -- t > RT::Action::Notify=HASH(0x91b38c8): Could not send mail for > RT::Transaction=HASH(0x924084c) Try setting $SendmailArguments to "". (darren) -- (1) Everything depends. (2) Nothing is always. (3) Everything is sometimes. From aj at nlc.no Tue Apr 9 16:22:38 2002 From: aj at nlc.no (Andreas-Johann Ulvestad) Date: Tue, 9 Apr 2002 22:22:38 +0200 (CEST) Subject: [rt-users] Outgoing mail from RT failing In-Reply-To: <20020409160843.B4603@boston.com> Message-ID: > > Hi, to test, I changed the SendmailPath to $SendmailPath = > > "/var/qmail/bin/qmail-inject"; > > > > But still, this error message: > > > > sendmail: illegal option -- t > > RT::Action::Notify=HASH(0x91b38c8): Could not send mail for > > RT::Transaction=HASH(0x924084c) > > Try setting $SendmailArguments to "". $MailCommand = 'sendmail'; $SendmailArguments=""; $SendmailPath = "/var/qmail/bin/qmail-inject"; $UseFriendlyToLine = 0; Still, the same error message: sendmail: illegal option -- t RT::Action::Notify=HASH(0x9123a18): Could not send mail for RT::Transaction=HASH(0x90a7cc8) sendmail: illegal option -- t RT::Action::Notify=HASH(0x91bb9f4): Could not send mail for RT::Transaction=HASH(0x90a7cc8) From mail at jonaspasche.de Tue Apr 9 16:25:53 2002 From: mail at jonaspasche.de (Jonas Pasche) Date: 09 Apr 2002 22:25:53 +0200 Subject: [rt-users] Outgoing mail from RT failing In-Reply-To: <20020409160843.B4603@boston.com> References: <20020409154201.A4603@boston.com> <20020409160843.B4603@boston.com> Message-ID: <1018383954.1635.124.camel@leonardo> Hi Darren, > Try setting $SendmailArguments to "". No. Just do what the config file doc tells you: # If 'sendmail' doesn't work well for you, try 'sendmailpipe' # But note that you have to configure $SendmailPath and add a -t # to $SendmailArguments Jonas -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 232 bytes Desc: This is a digitally signed message part URL: From rt at netthink.co.uk Tue Apr 9 17:36:50 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Tue, 9 Apr 2002 22:36:50 +0100 Subject: [rt-users] Short URLs for Tickets and Queues In-Reply-To: References: Message-ID: <20020409213650.GA23161@netthink.co.uk> Smylers: > I've just configured this system to use short URLs for displaying > particular tickets or queues, which is handy when typing them manually. What a great idea; simple, but effective. Thanks. -- "I don't think so," said Rene Descartes. Just then, he vanished. From cgilmore at tivoli.com Tue Apr 9 18:21:40 2002 From: cgilmore at tivoli.com (Christian Gilmore) Date: Tue, 9 Apr 2002 17:21:40 -0500 Subject: [rt-users] queue change question Message-ID: <000801c1e014$ed4c4190$69285492@tivoli.com> I have a user privileged to one queue. I want her to be able to transfer tickets to another queue to which she is not privileged. How can I best accomplish this? Thanks, Christian ----------------- Christian Gilmore Technology Leader GeT WW Global Applications Development IBM Software Group From clarsson at manu.com Tue Apr 9 18:29:30 2002 From: clarsson at manu.com (clarsson at manu.com) Date: Tue, 9 Apr 2002 18:29:30 -0400 Subject: [rt-users] History does not show long messages Message-ID: Hello all, Today I stumbled across a situation in RT (2.0.11). We received four (so far) tickets with a lot of text in them. The messages were emails that were forwarded to a large number of people and then forwarded to RT, thus they had the old 'To:' line in them. When the ticket is view via RT's web, none of the text of the initial message shows up. We are able to see the headers, the display mode and the download link, but not the text of the message. I did notice that in each case the message size listed next to the download link was in excess of 13k. The download link works fine and the original message is displayed when clicked. And I checked the database to make sure the information was in there (it was). The reply link also works fine, bringing the original message into the reply window. It sure seems that this is related to the size of the message. Is there a restriction on the size of the text that the web interface can display for the history? I did not notice any settings in config.pm for limiting this. Thanks, - Chris ____________________ History Display mode: [Brief headers] [Full headers] Tue Apr 9 17:05:02 2002 user at domain.com - Ticket created [Reply] [Comment] Download (untitled) 13.9k Subject: CYGWIN Problem To: RT at domain.com Cc: foo at domain.com From: user at domain.com Date: Tue, 9 Apr 2002 14:02:35 -0700 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Apr 9 23:00:38 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 9 Apr 2002 23:00:38 -0400 Subject: [rt-users] Short URLs for Tickets and Queues In-Reply-To: <20020409213650.GA23161@netthink.co.uk>; from rt@netthink.co.uk on Tue, Apr 09, 2002 at 10:36:50PM +0100 References: <20020409213650.GA23161@netthink.co.uk> Message-ID: <20020409230038.G14004@fsck.com> That's quite cute. I've wanted something like that for a while ;) One other way that this could be implemented is using a mason dhandler. Which I should really do for 2.2 ;) -j On Tue, Apr 09, 2002 at 10:36:50PM +0100, Simon Cozens wrote: > Smylers: > > I've just configured this system to use short URLs for displaying > > particular tickets or queues, which is handy when typing them manually. > > What a great idea; simple, but effective. Thanks. > > -- > "I don't think so," said Rene Descartes. Just then, he vanished. > > _______________________________________________ > 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 ronk at sunitafe.edu.au Wed Apr 10 00:33:26 2002 From: ronk at sunitafe.edu.au (Ron Perry) Date: Wed, 10 Apr 2002 14:33:26 +1000 Subject: [rt-users] rt2stats Message-ID: <3CB3C096.749F632F@sunitafe.edu.au> Teo de Hesselle wrote: > > I've knocked a statistics page together: > > http://peabody.itd.uts.edu.au/rt2stats/ > Well... This is very rough, but here is the source: http://peabody.itd.uts.edu.au/rt2stats/dist/ I get no route to host for theis URL. Does file rt2stats reside for download anywhere else? TIA Ron Perry ******************************************************************************* This footnote confirms this email has been checked for the presence of viruses however our liability is limited to the resupply of attachments only. Any representations or opinions expressed are those of the individual sender, and not necessarily those of Sunraysia Institute of TAFE. ******************************************************************************* From andreas.kruthoff at softwired-inc.com Wed Apr 10 02:23:00 2002 From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff) Date: Wed, 10 Apr 2002 08:23:00 +0200 Subject: [rt-users] History does not show long messages In-Reply-To: References: Message-ID: <200204100623.g3A6N5029439@pegasus.dmz.softwired.ch> Have a look a Ticket/Elements/ShowTransaction and search for $MAX_INLINE_BODY This specifies the size. -andreas On Wednesday 10 April 2002 00:29, clarsson at manu.com wrote: > Hello all, > > Today I stumbled across a situation in RT (2.0.11). We received four (so > far) tickets with a lot of text in them. The messages were emails that > were forwarded to a large number of people and then forwarded to RT, thus > they had the old 'To:' line in them. When the ticket is view via RT's > web, none of the text of the initial message shows up. We are able to see > the headers, the display mode and the download link, but not the text of > the message. > > I did notice that in each case the message size listed next to the > download link was in excess of 13k. The download link works fine and the > original message is displayed when clicked. And I checked the database to > make sure the information was in there (it was). The reply link also > works fine, bringing the original message into the reply window. > > It sure seems that this is related to the size of the message. Is there a > restriction on the size of the text that the web interface can display for > the history? I did not notice any settings in config.pm for limiting > this. > > Thanks, > > - Chris > > ____________________ > > History Display mode: [Brief > headers] [Full headers] > > Tue Apr 9 17:05:02 2002 > user at domain.com - Ticket created > > [Reply] [Comment] > Download (untitled) 13.9k > > > Subject: CYGWIN Problem > To: RT at domain.com > Cc: foo at domain.com > From: user at domain.com > Date: Tue, 9 Apr 2002 14:02:35 -0700 From micah at heliosolutions.com Wed Apr 10 02:52:49 2002 From: micah at heliosolutions.com (Micah Wyenn) Date: Tue, 9 Apr 2002 23:52:49 -0700 Subject: [rt-users] Okie...I must be dumb Message-ID: Hi guys, I just got rt to install, using a mysql db. I've got a cookies enabled browser pointing to the rt link. I've gotten as far as to the rt logon page (yay!), ... but it won't allow me to logon. I've tried root, the rtuser I thought I created at installation, random stuff, mysql-user table entries...all to no avail. When I did a select * from the rtusers db, I didn't see any rtuser line. My question...is this a known problem/gotcha that I just ran in to...or do I have to reinstall and hope it goes away and I can logon? Micah -------------- next part -------------- An HTML attachment was scrubbed... URL: From avbidder at fortytwo.ch Wed Apr 10 04:30:04 2002 From: avbidder at fortytwo.ch (Adrian 'Dagurashibanipal' von Bidder) Date: 10 Apr 2002 10:30:04 +0200 Subject: [rt-users] Installation problem Message-ID: <1018427404.11816.11.camel@atlas> Yo! I'm trying to install rt (2.0.13) on a Debian/testing box (when will the debian pkg be ready?) As I am not a perl programmer at all, I've not investigated further. But I haven't found anything relevant on the archives on a quick search, either. any hints? === [rtracker at atlas rt-2-0-13]$ make install mkdir -p //lhome/rtracker/rt/bin mkdir -p //lhome/rtracker/rt/WebRT/data mkdir -p //lhome/rtracker/rt/WebRT/sessiondata mkdir -p //lhome/rtracker/rt/etc mkdir -p //lhome/rtracker/rt/lib mkdir -p //lhome/rtracker/rt/WebRT/html mkdir -p //lhome/rtracker/rt/local/WebRT/html /usr/bin/perl tools/initdb 'Pg' '/usr' 'localhost' '' 'rtracker' 'rtracker-db' create Now creating a database for RT. Enter the Pg password for rtracker: Creating Pg database rtracker-db. DBD::Pg::db do failed: ERROR: parser: parse error at or near "-" at /usr/share/perl5/DBIx/DataSource/Driver.pm line 77, line 1. ERROR: parser: parse error at or near "-" at /usr/share/perl5/DBIx/DataSource/Driver.pm line 77, line 1. make: *** [createdb] Error 2 === The rtracker-db is not created yet at this point. cheers -- vbi -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 240 bytes Desc: This is a digitally signed message part URL: From smylers at gbdirect.co.uk Wed Apr 10 04:37:45 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Wed, 10 Apr 2002 09:37:45 +0100 (BST) Subject: [rt-users] Short URLs for Tickets and Queues In-Reply-To: <20020409230038.G14004@fsck.com> Message-ID: Yesterday Jesse Vincent wrote: > That's quite cute. I've wanted something like that for a while ;) Ta (and to Simon). > One other way that this could be implemented is using a mason > dhandler. Which I should really do for 2.2 ;) Yes, it'd be better for it not to be 'Apache'-dependent. Also the punctuation characters (so people don't have to remember whether to use spaces, hyphens or underscores) could probably be dealt with in a safer way, possibly along these lines: if (there_is_a_queue_called_exactly $queue_requested) { $queue_to_use = that_queue; } else { ($queue_requested, @all_queue_names) = map { tr/a-z0-9//cd; lc; } ($queue_requested, @all_queue_names); foreach my $queue (@all_queue_names) { if ($queue eq $queue_requested) { $queue_to_use = $queue; last; } } if (!$queue_to_use) { foreach my $queue (@all_queue_names) { if ($queue =~ /^$queue_requested/o) { $queue_to_use = $queue; last; } } } } Oooh, that looks like it even copes with unique prefixes! Smylers -- GBdirect http://www.gbdirect.co.uk/ From sebastian at flothow.de Wed Apr 10 05:23:10 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Wed, 10 Apr 2002 11:23:10 +0200 Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters In-Reply-To: <20020404132328.GA18583@staff.netaktiv.com> References: <20020325111106.GA32071@staff.netaktiv.com> <20020404132328.GA18583@staff.netaktiv.com> Message-ID: At 15:23 Uhr +0200 4.4.2002, Stephane Bortzmeyer wrote: >I finally tried the following quick, not perfect, but acceptable, >patch, which I suggest to you. For which version of RT is it? I tried to apply it to 2.0.13, but it didn't work. -- Sebastian Flothow sebastian at flothow.de #include From y.fitterer at ram.ac.uk Wed Apr 10 10:27:50 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Wed, 10 Apr 2002 14:27:50 -0000 Subject: [rt-users] Okie...I must be dumb In-Reply-To: Message-ID: <3CB43DE0.15218.5C9DE9@localhost> Hi, The install doc http://fsck.com/rtfm/article.html?id=2 says that by default the root (that's rt's "admin" user) password is "password". So if you haven't changed the password with the command-line rtadmin tool, you should login with username root password "password" (no quotes). Yan. ---- On 9 Apr 2002, at 23:52, Micah Wyenn wrote: ---- > This is a multi-part message in MIME format. > > ------=_NextPart_000_000E_01C1E021.A891BAF0 > Content-Type: text/plain; > charset="iso-8859-1" > Content-Transfer-Encoding: 7bit > > Hi guys, > I just got rt to install, using a mysql db. > I've got a cookies enabled browser pointing to the > rt link. I've gotten as far as to the rt logon > page (yay!), ... but it won't allow me to logon. > I've tried root, the rtuser I thought I created at > installation, random stuff, mysql-user table > entries...all to no avail. When I did a select * > from the rtusers db, I didn't see any rtuser line. > My question...is this a known problem/gotcha that > I just ran in to...or do I have to reinstall and > hope it goes away and I can logon? > > Micah > > ------=_NextPart_000_000E_01C1E021.A891BAF0 > Content-Type: text/html; > charset="iso-8859-1" > Content-Transfer-Encoding: quoted-printable > > > > charset=3Diso-8859-1"> > > >
Hi = > guys,=20
class=3D708314906-10042002>    size=3D2>I=20 just got rt to install, using a mysql db.  I've got > a cookies = enabled=20 browser pointing to the rt link.  I've > gotten as far as to the rt = logon=20 page (yay!), ... but it won't > allow me to logon.  I've tried root, = the=20 rtuser I thought I > created at installation, random stuff, mysql-user = table=20 > entries...all to no avail.  When I did a select * from the > rtusers = db, I=20 didn't see any rtuser line.  My question...is > this a known = problem/gotcha=20 that I just ran in to...or do I have > to reinstall and hope it goes away = and I=20 can > logon?
face=3DArial=20 size=3D2> 
class=3D708314906-10042002> size=3D2>Micah
> > ------=_NextPart_000_000E_01C1E021.A891BAF0-- > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From y.fitterer at ram.ac.uk Wed Apr 10 11:00:23 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Wed, 10 Apr 2002 15:00:23 -0000 Subject: [rt-users] Please help me... I have had no response yet... In-Reply-To: Message-ID: <3CB44585.13196.7A7BE8@localhost> Hi. I'm probably not the right person to answer this, (not a clue about Mason), but here's my two cents. I'd look in the direction of the correct versions of Mason and other libraries. I know RT doesn't like the latest (unstable) release of Mason - so you'll need to check that the versions you have are the ones that the "testdeps" and "fixdeps" scripts require. I believe the're a FAQ on how to uninstall CPAN modules (look on perl.com then CPAN). I wouldn't say you have an apache / perl problem, as you're getting the login page up. Y. ---- On 9 Apr 2002, at 13:30, Jacques Grove wrote: ---- > Hi guys, I am getting this error when trying to create my first > ticket... Can anyone help? > > error in file: /opt/rt2/bin/webmux.pl > line 94: Can't call method "cgi_object" on an undefined value > context: > ... > 90: $RT::Mason::r->content_type($type); > 91: } > 92: > 93: sub CGIObject { > 94: $m->cgi_object(); > 95: } > 96: > 97: } > 98: > ... > component stack: /Ticket/Display.html [standard] > /autohandler [standard] > code stack: /opt/rt2/bin/webmux.pl:94 > /opt/rt2/lib/RT/Interface/Web.pm:369 > /opt/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html:50 > /opt/rt2/WebRT/data/obj/STANDARD/autohandler:69 > > > Here is the raw error dump: > > error while executing /Ticket/Display.html [standard]: > Can't call method "cgi_object" on an undefined value at > /opt/rt2/bin/webmux.pl line 94, line 48. > HTML::Mason::Interp::__ANON__('Can\'t call method "cgi_object" on an > undefined value at /opt/rt...') called at /opt/rt2/bin/webmux.pl line > 94 HTML::Mason::Commands::CGIObject() called at > /opt/rt2/lib/RT/Interface/Web.pm line 369 > HTML::Mason::Commands::MakeMIMEEntity('Subject', 'ta', 'From', undef, > 'Cc', '', 'Body', 'rfgsdv', ...) called at > /opt/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html line 50 > HTML::Mason::Commands::__ANON__('Due', '', 'new-RefersTo', '', > 'Status', 'new', 'MemberOf-new', '', ...) called at > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Component.pm line 131 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x > 99b98a 8)', 'Due', '', 'new-RefersTo', '', 'Status', 'new', > 'MemberOf-new', ...) called at > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653 require > 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line > 653 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0 > x998ab a8)', 'HTML::Mason::Component::FileBased=HASH(0x99b98a8)', > 'Due', '', 'new-RefersTo', '', 'Status', 'new', ...) called at > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 316 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=H > ASH(0x 998aba8)') called at > /opt/rt2/WebRT/data/obj/STANDARD/autohandler line 69 > HTML::Mason::Commands::__ANON__('Due', '', 'new-RefersTo', '', > 'Status', 'new', 'MemberOf-new', '', ...) called at > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Component.pm line 131 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x > 984ce3 0)', 'Due', '', 'new-RefersTo', '', 'Status', 'new', > 'MemberOf-new', ...) called at > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 653 require > 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line > 653 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0 > x998ab a8)', 'HASH(0x999d2d4)', > 'HTML::Mason::Component::FileBased=HASH(0x984ce30)', 'Due', '', > 'new-RefersTo', '', 'Status', ...) called at > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 159 require > 0 called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line > 159 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0 > x998ab a8)', '/Ticket/Display.html', 'Due', '', 'new-RefersTo', '', > 'Status', 'new', ...) called at > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 914 > HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandl > er=HAS H(0x97c89b8)', 'Apache=SCALAR(0x9987ec4)', > 'HTML::Mason::Request::ApacheHandler=HASH(0x998aba8)', undef) called > at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560 > require 0 called at > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 560 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler > =HASH( 0x97c89b8)', 'Apache=SCALAR(0x9987ec4)') called at > /opt/rt2/bin/webmux.pl line 165 > RT::Mason::handler('Apache=SCALAR(0x9987ec4)') called at /dev/null > line 0 require 0 called at /dev/null line 0 > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From y.fitterer at ram.ac.uk Wed Apr 10 11:04:44 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Wed, 10 Apr 2002 15:04:44 -0000 Subject: [rt-users] testdeps / fixdeps bug (omission) Message-ID: <3CB4468B.2864.7E7956@localhost> Hi all, I've just done a fresh install of RT on a (fresh) RedHat 7.2 for testing (trying to fix my mod_perl problem...), when I ran into an omission (I think?). It doesn't seem that testdeps / fixdeps check for the Apache::DBI package - I had to pull it off CPAN manually. Shouldn't it? Yan -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From bruce_campbell at ripe.net Wed Apr 10 10:15:46 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Wed, 10 Apr 2002 16:15:46 +0200 (CEST) Subject: [rt-users] testdeps / fixdeps bug (omission) In-Reply-To: <3CB4468B.2864.7E7956@localhost> Message-ID: On Wed, 10 Apr 2002, Yan Fitterer wrote: > It doesn't seem that testdeps / fixdeps check for the Apache::DBI > package - I had to pull it off CPAN manually. Shouldn't it? From: http://www.fsck.com/rtfm/factoid.html?id=58 Apache::DBI doesn't deal properly with CPAN installation checks. This is already noted in the README. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From rmitzel at peer1.net Wed Apr 10 11:28:10 2002 From: rmitzel at peer1.net (Rob Mitzel) Date: Wed, 10 Apr 2002 08:28:10 -0700 Subject: [rt-users] Mass merge? Message-ID: Hey gang, Just curious...does anyone here actually have a need for mass merging of tickets? I was just going through my abuse rt queue, and I thought..."wow...there's no merge on the bulk page...". Jesse, before I go hacking up code and make a mod...is there any particular reason you left merging out of bulk.html? If there isn't, I'll make a mod and release it to the list... -Rob. From Kendric.Beachey at garmin.com Wed Apr 10 11:38:36 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Wed, 10 Apr 2002 10:38:36 -0500 Subject: Mass comment (was RE: [rt-users] Mass merge?) Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA53353D@dallas.garmin.com> From: Rob Mitzel [mailto:rmitzel at peer1.net] > Just curious...does anyone here actually have a need for mass > merging of > tickets? I was just going through my abuse rt queue, and I > thought..."wow...there's no merge on the bulk page...". While we're at it, some of my users would like to be able to slap a comment on a bunch of tickets all at once. Currently, their method of doing this is either to do each ticket manually or (you knew it was coming) to ask me to do it for them, using the command line. I'll echo Rob's question to Jesse: is there a reason Bulk.html doesn't have comment abilities? -------------- next part -------------- An HTML attachment was scrubbed... URL: From y.fitterer at ram.ac.uk Wed Apr 10 13:07:23 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Wed, 10 Apr 2002 17:07:23 -0000 Subject: [rt-users] testdeps / fixdeps bug (omission) In-Reply-To: References: <3CB4468B.2864.7E7956@localhost> Message-ID: <3CB4635A.27399.EF01AC@localhost> Well - I guess my reading of the readme misled me (see below for quote). I took it as "if testdeps didn't complain you won't need to install xxx" 8-( Maybe a slight change in wording could help? (You may need to install Apache::Session and Apache::DBI by hand - testdeps cannot check those modules) 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. ) ---- On 10 Apr 2002, at 16:15, Bruce Campbell wrote: ---- > On Wed, 10 Apr 2002, Yan Fitterer wrote: > > > It doesn't seem that testdeps / fixdeps check for the Apache::DBI > > package - I had to pull it off CPAN manually. Shouldn't it? > > From: http://www.fsck.com/rtfm/factoid.html?id=58 > > Apache::DBI doesn't deal properly with CPAN installation checks. > This is already noted in the README. > > Regards, > > -- > Bruce Campbell > RIPE > Systems/Network Engineer > NCC > www.ripe.net - PGP562C8B1B > Operations > -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From khera at kcilink.com Wed Apr 10 13:15:03 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 10 Apr 2002 13:15:03 -0400 Subject: [rt-users] History does not show long messages In-Reply-To: References: Message-ID: <15540.29463.60559.825320@onceler.kciLink.com> >>>>> "c" == clarsson writes: c> It sure seems that this is related to the size of the message. Is there a c> restriction on the size of the text that the web interface can display for c> the history? I did not notice any settings in config.pm for limiting c> this. It is my experience that large messages show up as attachments, as well. Also, if the message was forwarded as an attachment rather than inline, that will cause it to show up as an attachment in RT as well. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 clarsson at manu.com Wed Apr 10 14:25:12 2002 From: clarsson at manu.com (clarsson at manu.com) Date: Wed, 10 Apr 2002 14:25:12 -0400 Subject: [rt-users] History does not show long messages Message-ID: # 13456 is a random # of about the biggest size we want to see inline text if ($message->ContentType =~ m{^(text/plain|message|text$)}i && length($message->Content)<13456) { The above line from ShowTransaction determines whether the message gets displayed. I upped the '13456' and the larger messages were then displayed. I could not find any reference to $MAX_INLINE_BODY, but that may be related to the fact I am using 2.0.11. Thanks, - Chris Andreas Kruthoff Sent by: rt-users-admin at lists.fsck.com 04/10/2002 02:23 AM To: rt-users at lists.fsck.com cc: Subject: Re: [rt-users] History does not show long messages Have a look a Ticket/Elements/ShowTransaction and search for $MAX_INLINE_BODY This specifies the size. -andreas On Wednesday 10 April 2002 00:29, clarsson at manu.com wrote: > Hello all, > > Today I stumbled across a situation in RT (2.0.11). We received four (so > far) tickets with a lot of text in them. The messages were emails that > were forwarded to a large number of people and then forwarded to RT, thus > they had the old 'To:' line in them. When the ticket is view via RT's > web, none of the text of the initial message shows up. We are able to see > the headers, the display mode and the download link, but not the text of > the message. > > I did notice that in each case the message size listed next to the > download link was in excess of 13k. The download link works fine and the > original message is displayed when clicked. And I checked the database to > make sure the information was in there (it was). The reply link also > works fine, bringing the original message into the reply window. > > It sure seems that this is related to the size of the message. Is there a > restriction on the size of the text that the web interface can display for > the history? I did not notice any settings in config.pm for limiting > this. > > Thanks, > > - Chris > > ____________________ > > History Display mode: [Brief > headers] [Full headers] > > Tue Apr 9 17:05:02 2002 > user at domain.com - Ticket created > > [Reply] [Comment] > Download (untitled) 13.9k > > > Subject: CYGWIN Problem > To: RT at domain.com > Cc: foo at domain.com > From: user at domain.com > Date: Tue, 9 Apr 2002 14:02:35 -0700 _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users -------------- next part -------------- An HTML attachment was scrubbed... URL: From valipir at sunyit.edu Wed Apr 10 16:01:04 2002 From: valipir at sunyit.edu (Raghurami Valipireddy) Date: Wed, 10 Apr 2002 16:01:04 -0400 (EDT) Subject: [rt-users] Keywords for Non-privilaged users! In-Reply-To: <20020410195501.B1A003465@pallas.eruditorum.org> Message-ID: I have configured "keyword selections" on Request Tracker, but i it appears that only users with administrative privilages could use this functionality. In such case does any one know how to extend keyword functionality to Non-privilaged users ? thanks in advance! Raghu Valipireddy, Unix Administrator SUNYIT. From marc at precipice.org Wed Apr 10 16:09:36 2002 From: marc at precipice.org (Marc Hedlund) Date: Wed, 10 Apr 2002 13:09:36 -0700 (PDT) Subject: [rt-users] Keywords for Non-privilaged users! In-Reply-To: Message-ID: In global rights, there are two rights called "AdminKeywordSelects" and "AdminKeywords" that will grant access for those operations. Marc Hedlund e: marc at precipice dot org On Wed, 10 Apr 2002, Raghurami Valipireddy wrote: > > > I have configured "keyword selections" on Request Tracker, but i it > appears that only users with administrative privilages could use this > functionality. In such case does any one know how to extend keyword > functionality to Non-privilaged users ? > > thanks in advance! > > Raghu Valipireddy, > Unix Administrator > SUNYIT. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From srawls at net-magic.net Wed Apr 10 16:14:12 2002 From: srawls at net-magic.net (Steve Rawls) Date: Wed, 10 Apr 2002 16:14:12 -0400 Subject: [rt-users] Problem w/ time in RT References: Message-ID: <001101c1e0cc$4823cae0$c80a0a0a@laptop> I have the RT server time set to EDT and it displays the correct time and date. RT, however, is registering times about 6 hours ahead. Has anyone else seen this problem? Is there a way to force RT to use the system clock? I am using RT version 2.0.12. Steve Rawls From darren at boston.com Wed Apr 10 16:21:34 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 10 Apr 2002 16:21:34 -0400 Subject: [rt-users] Problem w/ time in RT In-Reply-To: <001101c1e0cc$4823cae0$c80a0a0a@laptop> References: <001101c1e0cc$4823cae0$c80a0a0a@laptop> Message-ID: <20020410162134.F8929@boston.com> * Steve Rawls [2002-04-10 16:18]: > I have the RT server time set to EDT and it displays the correct time > and date. RT, however, is registering times about 6 hours ahead. Has > anyone else seen this problem? Is there a way to force RT to use the > system clock? I am using RT version 2.0.12. Is $ENV{'TZ'} set to GMT? Look in $RT/etc/config.pm. (darren) -- "The first rule of magic is simple. Don't waste your time waving your hands and hoping when a rock or a club will do." -- McCloctnik the Lucid From srawls at net-magic.net Wed Apr 10 16:39:17 2002 From: srawls at net-magic.net (Steve Rawls) Date: Wed, 10 Apr 2002 16:39:17 -0400 Subject: [rt-users] Problem w/ time in RT References: <001101c1e0cc$4823cae0$c80a0a0a@laptop> <20020410162134.F8929@boston.com> Message-ID: <000901c1e0cf$c8e7c890$c80a0a0a@laptop> I have the following set in config.pm: $Timezone = 'US/Eastern'; $ENV('TZ') = $Timezone; Steve Rawls ----- Original Message ----- From: "darren chamberlain" To: Sent: Wednesday, April 10, 2002 4:21 PM Subject: Re: [rt-users] Problem w/ time in RT > * Steve Rawls [2002-04-10 16:18]: > > I have the RT server time set to EDT and it displays the correct time > > and date. RT, however, is registering times about 6 hours ahead. Has > > anyone else seen this problem? Is there a way to force RT to use the > > system clock? I am using RT version 2.0.12. > > Is $ENV{'TZ'} set to GMT? Look in $RT/etc/config.pm. > > (darren) > > -- > "The first rule of magic is simple. Don't waste your time waving > your hands and hoping when a rock or a club will do." > -- McCloctnik the Lucid > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From valipir at sunyit.edu Wed Apr 10 16:55:31 2002 From: valipir at sunyit.edu (Raghurami Valipireddy) Date: Wed, 10 Apr 2002 16:55:31 -0400 (EDT) Subject: [rt-users] Keywords for Non-privilaged users! In-Reply-To: Message-ID: Marc, I tried granting those two access rights to "everyone" and also for the "requestor" ,but this didn't seem to work. Non-privilaged user is still not able to see the "keyword selections" while creating the ticket. I appreciate ur help marc, Raghu Valipireddy. On Wed, 10 Apr 2002, Marc Hedlund wrote: > > In global rights, there are two rights called "AdminKeywordSelects" and > "AdminKeywords" that will grant access for those operations. > > Marc Hedlund > e: marc at precipice dot org > > On Wed, 10 Apr 2002, Raghurami Valipireddy wrote: > > > > > > > I have configured "keyword selections" on Request Tracker, but i it > > appears that only users with administrative privilages could use this > > functionality. In such case does any one know how to extend keyword > > functionality to Non-privilaged users ? > > > > thanks in advance! > > > > Raghu Valipireddy, > > Unix Administrator > > SUNYIT. > > > > > > _______________________________________________ > > 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 rmitzel at peer1.net Wed Apr 10 17:30:59 2002 From: rmitzel at peer1.net (Rob Mitzel) Date: Wed, 10 Apr 2002 14:30:59 -0700 Subject: [rt-users] Problem w/ time in RT In-Reply-To: <000901c1e0cf$c8e7c890$c80a0a0a@laptop> Message-ID: What operating system are you using? > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Steve Rawls > Sent: April 10, 2002 1:39 PM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] Problem w/ time in RT > > > I have the following set in config.pm: > $Timezone = 'US/Eastern'; > $ENV('TZ') = $Timezone; > > Steve Rawls > > ----- Original Message ----- > From: "darren chamberlain" > To: > Sent: Wednesday, April 10, 2002 4:21 PM > Subject: Re: [rt-users] Problem w/ time in RT > > > > * Steve Rawls [2002-04-10 16:18]: > > > I have the RT server time set to EDT and it displays the correct time > > > and date. RT, however, is registering times about 6 hours ahead. Has > > > anyone else seen this problem? Is there a way to force RT to use the > > > system clock? I am using RT version 2.0.12. > > > > Is $ENV{'TZ'} set to GMT? Look in $RT/etc/config.pm. > > > > (darren) > > > > -- > > "The first rule of magic is simple. Don't waste your time waving > > your hands and hoping when a rock or a club will do." > > -- McCloctnik the Lucid > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From oli at isnic.is Wed Apr 10 18:53:42 2002 From: oli at isnic.is (Olafur Osvaldsson) Date: Wed, 10 Apr 2002 22:53:42 +0000 Subject: [rt-users] Problem w/ time in RT In-Reply-To: ; from rmitzel@peer1.net on Wed, Apr 10, 2002 at 02:30:59PM -0700 References: <000901c1e0cf$c8e7c890$c80a0a0a@laptop> Message-ID: <20020410225342.A19149@isnic.is> > > -----Original Message----- > > From: rt-users-admin at lists.fsck.com > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Steve Rawls > > Sent: April 10, 2002 1:39 PM > > To: rt-users at lists.fsck.com > > Subject: Re: [rt-users] Problem w/ time in RT > > > > > > I have the following set in config.pm: > > $Timezone = 'US/Eastern'; > > $ENV('TZ') = $Timezone; Shouldn't this be "$ENV{'TZ'}" with curly-braces? /Oli -- Olafur Osvaldsson Systems Administrator Internet a Islandi hf. Tel: +354 525-5291 Email: oli at isnic.is From m.cranston at cqu.edu.au Wed Apr 10 20:52:22 2002 From: m.cranston at cqu.edu.au (Mary Cranston) Date: Thu, 11 Apr 2002 10:52:22 +1000 Subject: [rt-users] Merge - everything into one ticket ??? Message-ID: <406600590A99D511869600A0C9ED0C3507245F@stargate> G'day, Has it happened to anyone else? That is, when merging 2 tickets (using the Links link) that all tickets in all queues became merged to the one ticket? Of course, this could have been user error but I thought I'd ask if anyone else has experienced such a thing? Regards, Mary. ======================================= _--_|\ Mary Cranston WebAdmin -/------*- Informatics & Communication \_.--._/ CQU Rockhampton Q Aust 4702 v Telephone: +61 7 4930 9029 Website: http://www.infocom.cqu.edu.au/ ======================================= From jesse at bestpractical.com Wed Apr 10 21:36:19 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 10 Apr 2002 21:36:19 -0400 Subject: [rt-users] Merge - everything into one ticket ??? In-Reply-To: <406600590A99D511869600A0C9ED0C3507245F@stargate>; from m.cranston@cqu.edu.au on Thu, Apr 11, 2002 at 10:52:22AM +1000 References: <406600590A99D511869600A0C9ED0C3507245F@stargate> Message-ID: <20020410213619.N14004@fsck.com> http://lists.fsck.com/pipermail/rt-announce/2001-December/000038.html On Thu, Apr 11, 2002 at 10:52:22AM +1000, Mary Cranston wrote: > G'day, > > Has it happened to anyone else? That is, when merging 2 tickets (using the Links link) that all tickets in all queues became merged to the one ticket? > > Of course, this could have been user error but I thought I'd ask if anyone else has experienced such a thing? > > Regards, > Mary. > > ======================================= > _--_|\ Mary Cranston WebAdmin > -/------*- Informatics & Communication > \_.--._/ CQU Rockhampton Q Aust 4702 > v Telephone: +61 7 4930 9029 > Website: http://www.infocom.cqu.edu.au/ > ======================================= > > > _______________________________________________ > 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 Daniel.Schwager at dtnet.de Thu Apr 11 02:23:11 2002 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Thu, 11 Apr 2002 08:23:11 +0200 Subject: [rt-users] Proposal: Quality Assisten (QA) - verify work Message-ID: <3CB52BCF.13106EBC@dtnet.de> Hi together, i want to know what the users and administrator of RT2 thing about the following idea: To ensure the quality of work in our company i want to establish a QA (Quality Assistent - like in bugzilla). Only this QA are able to resolve a ticket - so it is possible to verify the work of the owner) - It's possible to define a different QA for each Ticket. - If no QA ist defined, the ticketowner is the QA - Only the QA is able to close tickets. - There is a new State (like open/close/stalled/dead) named "resolved" - The QA can verify the work and - close the ticket if the work is good. - open it again (state "open"), if work ist bad. - List "My own tickets" - If the state of a ticket isn't "resolved", the ticket appears on the Ticket list of the owner - If the state of the ticket is "resolved" the ticket appears on the ticketlist of the QA With this defined process it is possible to verify - work of some (not all ;-) important Tickets - work of new employee, not yet integrated in processes/standards of the company - .... So, what do you think about this idea ? For our company, this would be a very nice feature ((-; Tschau Danny -- ------------------------------------------------------------ DT Netsolution GmbH - Talaeckerstr. 30 - D-70437 Stuttgart Tel: +49-711-849910-32 Fax: +49-711-849910-932 WEB: http://www.dtnet.de/ email: schwager at dtnet.de From bruce_campbell at ripe.net Thu Apr 11 03:23:17 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 11 Apr 2002 09:23:17 +0200 (CEST) Subject: [rt-users] Problem w/ time in RT In-Reply-To: <000901c1e0cf$c8e7c890$c80a0a0a@laptop> Message-ID: On Wed, 10 Apr 2002, Steve Rawls wrote: > I have the following set in config.pm: > $Timezone = 'US/Eastern'; > $ENV('TZ') = $Timezone; If the 'US/Eastern' timezone does not exist on your system, then RT will default to storing times in GMT (a mere 4 hours ahead of you). In addition, your '(' and ')' characters in the above need to be '{' and '}' respectively. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From avbidder at fortytwo.ch Thu Apr 11 04:18:15 2002 From: avbidder at fortytwo.ch (Adrian 'Dagurashibanipal' von Bidder) Date: 11 Apr 2002 10:18:15 +0200 Subject: [rt-users] Installation problem In-Reply-To: <1018427404.11816.11.camel@atlas> References: <1018427404.11816.11.camel@atlas> Message-ID: <1018513095.21060.6.camel@atlas> On Wed, 2002-04-10 at 10:30, Adrian 'Dagurashibanipal' von Bidder wrote: > Creating Pg database rtracker-db. > DBD::Pg::db do failed: ERROR: parser: parse error at or near "-" at > /usr/share/perl5/DBIx/DataSource/Driver.pm line 77, line 1. > ERROR: parser: parse error at or near "-" at > /usr/share/perl5/DBIx/DataSource/Driver.pm line 77, line 1. > make: *** [createdb] Error 2 This problem solved itself by me using the Debian pkg instead of installing myself. -- vbi -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 240 bytes Desc: This is a digitally signed message part URL: From aj at nlc.no Thu Apr 11 05:18:19 2002 From: aj at nlc.no (Andreas-Johann Ulvestad) Date: Thu, 11 Apr 2002 11:18:19 +0200 (CEST) Subject: [rt-users] Outgoing mail from RT failing In-Reply-To: <20020409154201.A4603@boston.com> Message-ID: > * Andreas-Johann Ulvestad [2002-04-09 14:02]: > > Hi, I have RT 2.0.13 running on a system with Qmail. Everything works > > great incoming, but all outgoing e-mail fails. I get the following error > > message: > > > > Apr 9 19:54:50 galia qmail: 1018374890.992640 delivery 2650: success: > > sendmail:_illegal_option_--_t/RT::Action::Autoreply=HASH(0x881db90):_Could_not_send_mail_for_RT::Transaction=HASH(0x87dbf48)/did_0+0+1/ > > > > >From config.pm: > > $MailCommand = 'sendmail'; > > $SendmailArguments="-oi"; > > $SendmailPath = "/usr/sbin/sendmail"; > > $UseFriendlyToLine = 0; > > Have you tried setting $SendmailPath to "/var/qmail/bin/qmail-inject"? Yes, and still no work. Any other ideas to make this work? From marc.beyer at digitalbridges.com Thu Apr 11 05:37:36 2002 From: marc.beyer at digitalbridges.com (Marc Beyer) Date: 11 Apr 2002 10:37:36 +0100 Subject: [rt-users] Permissions problem Message-ID: <1018517856.2208.178.camel@unitytest> Hi, I'm probably being completely daft here, but I can't get emailing to work the way I want it to using RT 2.0.11. My problems: - For the requestor to be able to send in correspondence on a ticket I need to allow "Reply to Ticket" to group "Everyone". I have tried setting all permissions for group "Requestors" and also tried setting all permissions for the individual user who isthe requestor, but this has no effect. Unless I have the permission set for "Everyone", mails that a requestor sends in are returned with the reason "Permissions Denied". I have pallowed creation of the tickets for "Everyone"since thisis intended behaviour, but I would prefer if only the requestor could then actually sendfurther correspondence. - I cannot get comments to work. Currently the system will only send out comments to me (my email adress is configured as general QueueWatcher) but not any other users listed as Cc. My Scrips are: OnResolve NotifyRequestors with template Resolved OnCreate AutoreplyToRequestors with template Autoreply OnComment NotifyCcsAsComments with template AdminComment OnCorrespond NotifyAllWatchersWithAttach with template Correspondence My queue group rights look like this (global rights and queue user rights are unset): Cc: ShowTicketComments Watch CommentonTicket Everyone: CreateTicket ReplyToTicket Owner: ReplyToTicket Requestor: ReplyToTicket ModifyTicket CreateTicket Watch : CommentOnTicket CreateTicket DeleteTicket ModifyTicket OwnTicket ReplyToTicket ShowTicket ShowTicketComments Watch SeeQueue WatchAsAdminCc I would really appreciate any help on this, I think I'm just doing something wrong with the permissions but it's driving me round the bend, thanks Marc ________________________________________________________________________ E-mail is an informal method of communication and may be subject to data corruption, interception and unauthorised amendment for which Digital Bridges Ltd will accept no liability. Therefore, it will normally be inappropriate to rely on information contained on e-mail without obtaining written confirmation. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. ________________________________________________________________________ From bruce_campbell at ripe.net Thu Apr 11 05:52:35 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 11 Apr 2002 11:52:35 +0200 (CEST) Subject: [rt-users] Adding Old Data to a Live System In-Reply-To: Message-ID: On Tue, 9 Apr 2002, Smylers wrote: > We're about to start using an 'RT' queue for handling some customer > correspondence, which'll make life considerably easier for us. > > How have other people dealt with this when moving from a manual system > to using 'RT'? Depending on the previous manual system, there are a few existing programs to import the previous correspondence into RT, preserving the date/time of various 'events' (correspondence, resolution etc). These can be found at http://www.fsck.com/pub/rt/contrib/ (or are mentioned in RT/FM). -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bortzmeyer at netaktiv.com Thu Apr 11 06:14:08 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Thu, 11 Apr 2002 12:14:08 +0200 Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters In-Reply-To: References: <20020325111106.GA32071@staff.netaktiv.com> <20020404132328.GA18583@staff.netaktiv.com> Message-ID: <20020411101408.GD9530@staff.netaktiv.com> On Wed, Apr 10, 2002 at 11:23:10AM +0200, Sebastian Flothow wrote a message of 16 lines which said: > For which version of RT is it? > I tried to apply it to 2.0.13, but it didn't work. It was against 2.0.11. The code in lib/RT/Template.pm changed a lot in 2.0.13, I'll update the patch. From wash at wananchi.biz Thu Apr 11 06:27:27 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 11 Apr 2002 13:27:27 +0300 Subject: [rt-users] Short URLs for Tickets and Queues In-Reply-To: References: <20020409230038.G14004@fsck.com> Message-ID: <20020411102727.GC90954@ns2.wananchi.com> * Smylers [20020410 11:48]: wrote: > Yesterday Jesse Vincent wrote: > > > That's quite cute. I've wanted something like that for a while ;) Smylers, While that was really a good one, I realized that by incorporating it I could not get to my stats page because that is assumed to be the name of a queue, yes? http://rt-URL/Stats doesn't work like it used to before, so I have to go ahead and type http://rt-URL/Stats/CallsQueueDay.html Hmm, cramming that would be an issue with other RT users, right? And while on this, though OT, how can one delete a ticket from the RT interface? Thanks to all. -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) ++ "I was playing poker the other night ... with Tarot cards. I got a full house and four people died." -- Steven Wright From maniezhilan at naturesoft.net Thu Apr 11 07:48:50 2002 From: maniezhilan at naturesoft.net (maniezhilan) Date: Thu, 11 Apr 2002 17:18:50 +0530 Subject: [rt-users] configuring RT and FAQ Database Message-ID: <3CB57822.5A2E9624@naturesoft.net> An HTML attachment was scrubbed... URL: From B.Toonk at zx.nl Thu Apr 11 07:44:47 2002 From: B.Toonk at zx.nl (Bas Toonk) Date: Thu, 11 Apr 2002 13:44:47 +0200 Subject: [rt-users] RT 2.0.12 + postgres Message-ID: Hi everyone, We're using rt with postgres here. Since i updated RT 2.0.7 to 2.0.12 people are complaining that RT is very slow. The first page and the search page is normal. But display a ticket and update an tickets pages are realy slow. On the system we see that postgres is eating all the resources. Anybody know how it's possible that rt became so slow ? Because it's so slow, we're considering the following: - Delete all tickets with status dead (most spam) - Archiving old tickets on another rt instance - investigate mysql speed Anybody done this before or has other hints for me ? Regards, Bas Toonk Medewerker beheer ZXFactory - Solutions for streaming media, unified messaging and internet services. ZXFactory BV Telefoonweg 44b 6712 GD Ede The Netherlands T +31 318 693 111 F +31 318 693 042 E B.Toonk at zx.nl I www.zx.nl From avbidder at fortytwo.ch Thu Apr 11 10:14:56 2002 From: avbidder at fortytwo.ch (Adrian 'Dagurashibanipal' von Bidder) Date: 11 Apr 2002 16:14:56 +0200 Subject: [rt-users] notify owners on assignment Message-ID: <1018534496.27425.41.camel@atlas> Yo! I'm in the process of installing request tracker at my company. We plan to have one person responsible for receiving the tickets and assining them to the relevant person, so not everybody has to deal with all the mails, and the 'I'm sure somebody else will handle it' game can't be played. afaics, the new owner of a ticket is not notified. How do I handle this? (oh, yes: request-tracker 2.0.11, from the Debian package). cheers -- vbi -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 240 bytes Desc: This is a digitally signed message part URL: From smylers at gbdirect.co.uk Thu Apr 11 10:23:08 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Thu, 11 Apr 2002 15:23:08 +0100 (BST) Subject: [rt-users] notify owners on assignment In-Reply-To: <1018534496.27425.41.camel@atlas> Message-ID: Adrian 'Dagurashibanipal' von Bidder wrote: > I'm in the process of installing request tracker at my company. We plan > to have one person responsible for receiving the tickets and assining > them to the relevant person, so not everybody has to deal with all the > mails, and the 'I'm sure somebody else will handle it' game can't be > played. > > afaics, the new owner of a ticket is not notified. How do I handle this? You want to notify on the owner changing? You want the OnOwnerChange ScripCondition: http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/ > (oh, yes: request-tracker 2.0.11, from the Debian package). How long's that been out? I specifically looked for it quite recently, and found separate packages called request-tracker and webrt, each of which were only version 1. Smylers -- GBdirect http://www.gbdirect.co.uk/ From khera at kcilink.com Thu Apr 11 10:28:57 2002 From: khera at kcilink.com (Vivek Khera) Date: Thu, 11 Apr 2002 10:28:57 -0400 Subject: [rt-users] RT 2.0.12 + postgres In-Reply-To: References: Message-ID: <15541.40361.991258.335596@onceler.kciLink.com> >>>>> "BT" == Bas Toonk writes: BT> Since i updated RT 2.0.7 to 2.0.12 people are complaining that RT is very BT> slow. BT> The first page and the search page is normal. But display a ticket and BT> update an tickets pages BT> are realy slow. Compare the database schemas from what you have to what comes with 2.0.12 and add the missing indices. Also, make sure you "VACUUM ANALYZE" your rt database every so often, to keep Postgres' statistics accurate. I do this nightly. Make sure your Perl module dependencies are up-to-date. Postgres works great with RT. From smylers at gbdirect.co.uk Thu Apr 11 10:43:15 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Thu, 11 Apr 2002 15:43:15 +0100 (BST) Subject: [rt-users] Short URLs for Tickets and Queues In-Reply-To: <20020411102727.GC90954@ns2.wananchi.com> Message-ID: Odhiambo Washington wrote: > While that was really a good one, I realized that by incorporating it > I could not get to my stats page because that is assumed to be the > name of a queue, yes? Stats is an add-on that I don't use, I'm afraid -- I did check that all of the standard 'RT' URLs contain a slash or a dot. > http://rt-URL/Stats doesn't work like it used to before, > so I have to go ahead and type http://rt-URL/Stats/CallsQueueDay.html Without knowing anything about the stats package, I'm gussing that it might work if you put a slash on the end, like so: http://rt-URL/Stats/ If Stats is a directory, then a URL with it as the final part must end in a slash. Most web servers are set up so that if a user misses out the slash they will rewrite the URL to have a slash in, then return the en-slashed URL to the browser in the Location: header (and the browser can then request the content from the correct URL -- yes it has to be done with two separate requests like this just because somebody didn't type a slash). But my queue name rewriting rule is obviously coming into affect before your server's slash-adding rule. Among other ways of solving this, you could put a RewriteCond in there that checks for $1 not being found on the disk and only rewriting otherwise. There is another problem with my code that will affect all users though. There are links on both the search results (first, next, prev) and ticket display (full headers, reply, comment) which are relative to the current page. For example links that think they are in the /Ticket/ directory aren't, because the short URL doesn't have that in there. It isn't too difficult to tweak the files to use absolute URLs, thereby fixing this. Smylers -- GBdirect http://www.gbdirect.co.uk/ From avbidder at fortytwo.ch Thu Apr 11 10:59:00 2002 From: avbidder at fortytwo.ch (Adrian 'Dagurashibanipal' von Bidder) Date: 11 Apr 2002 16:59:00 +0200 Subject: [rt-users] notify owners on assignment In-Reply-To: References: Message-ID: <1018537140.27425.79.camel@atlas> On Thu, 2002-04-11 at 16:23, Smylers wrote: > You want to notify on the owner changing? You want the OnOwnerChange > ScripCondition: Cool. Thanks. I suppose the doc on the request-tracker homepage will tell me how to install (haven't looked yet). > > (oh, yes: request-tracker 2.0.11, from the Debian package). > > How long's that been out? I specifically looked for it quite recently, > and found separate packages called request-tracker and webrt, each of > which were only version 1. Don't know. In any case it can't be long - the request-tracker pkg didn't make it to testing(woody), and probably won't make it into Debian 3.0. The old request-tracker pkg got replaced by request-tracker1 to make room for the new pkg, though, this renaming is in testing. cheers -- vbi -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 240 bytes Desc: This is a digitally signed message part URL: From smylers at gbdirect.co.uk Thu Apr 11 11:24:29 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Thu, 11 Apr 2002 16:24:29 +0100 (BST) Subject: [rt-users] Re: Short URLs for Tickets and Queues In-Reply-To: Message-ID: On Tuesday I wrote: > I've just configured this system to use short URLs for displaying > particular tickets or queues, which is handy when typing them > manually. > > ... Search/Listing.html has to be modified to know what to do with a > ShowQueue parameter and turn it into the usual kind of queue search > ... Add this code at the start of the <%INIT> block in that file: > > if (my $QueueName = $ARGS{ShowQueue}) > { > $QueueName =~ tr/-_/ /; > my $Queue = RT::Queue->new($session{CurrentUser}); > if ($Queue->Load($QueueName)) > { > %ARGS = > ( > ValueOfQueue => $Queue->Id, > ValueOfStatus => 'open', > ValueOfStatus => 'new', That of course is completely pointless. I generated this hash by pasting in a 'proper' URL then doing search and replace on ampersand and equals characters. Instead of overwriting a hash entry that's only just been created, we actually want an array in there. Replace the above two lines with: ValueOfStatus => ['open', 'new']; > StatusOp => '=', > QueueOp => '=', > NewSearch => '1', > ); > } > } Many apologies for such stupidity. Smylers From smylers at gbdirect.co.uk Thu Apr 11 11:48:30 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Thu, 11 Apr 2002 16:48:30 +0100 (BST) Subject: [rt-users] Incoming Mult-part Messages Message-ID: We've just had our first MIME multi-part request from an external user since going live with the system. The e-mail sent to the CCs and AdminCCs didn't contain a message (just the constant bit from the template at the top), which confused some people. In the ticket's web page, the history shows the plain text part and the HTML part is shown as an attachment, as is the 'Word' document that was also attached. I'm having a little trouble working out what is supposed to happen. I've searched 'RTFM' and the mailing lists for "attachments" (and "attachements"!) and "multipart", but am still a little confused: 1 Is the behaviour I experienced 'normal', that is what's supposed to happen? I fear that I may have been over-enthusiastic in pruning a template somewhere and destroyed something vital, but I can't think of a way of examining the default templates without installing 'RT' again. 2 From discussion last autumn, it looks like the purpose NotifyWithAttachment was to allow uploading and mail attachments with the web interface. But presumably it could be used so that attachments on incoming mail are distributed to CCs and AdminCCs? However, in this case that would also have spammed everybody with the 'Word' document. That's probably acceptable, but not ideal if there's a way of getting just the message without the attachment. Thanks in advance for any light anybody can shed on this. Smylers -- GBdirect http://www.gbdirect.co.uk/ From srawls at net-magic.net Thu Apr 11 12:06:38 2002 From: srawls at net-magic.net (Steve Rawls) Date: Thu, 11 Apr 2002 12:06:38 -0400 Subject: [rt-users] Problem w/ time in RT References: Message-ID: <002501c1e172$dcf04620$c80a0a0a@laptop> thanks to everyone that answered my question. I am running RT on FreeBSD 4.5. I double checked and I do have curley brackets, not parenthesis. If I don't have US/Eastern as an available timezone can I just change $ENV{'TZ'}=$Timezone to something like $ENV{'TZ'}=EDT? Steve Rawls ----- Original Message ----- From: "Bruce Campbell" To: "Steve Rawls" Cc: Sent: Thursday, April 11, 2002 3:23 AM Subject: Re: [rt-users] Problem w/ time in RT > On Wed, 10 Apr 2002, Steve Rawls wrote: > > > I have the following set in config.pm: > > $Timezone = 'US/Eastern'; > > $ENV('TZ') = $Timezone; > > If the 'US/Eastern' timezone does not exist on your system, then RT will > default to storing times in GMT (a mere 4 hours ahead of you). In > addition, your '(' and ')' characters in the above need to be '{' and '}' > respectively. > > -- > Bruce Campbell RIPE > Systems/Network Engineer NCC > www.ripe.net - PGP562C8B1B Operations > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From jesse at bestpractical.com Thu Apr 11 12:10:25 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 11 Apr 2002 12:10:25 -0400 Subject: [rt-users] notify owners on assignment In-Reply-To: ; from smylers@gbdirect.co.uk on Thu, Apr 11, 2002 at 03:23:08PM +0100 References: <1018534496.27425.41.camel@atlas> Message-ID: <20020411121025.U14004@fsck.com> On Thu, Apr 11, 2002 at 03:23:08PM +0100, Smylers wrote: > How long's that been out? I specifically looked for it quite recently, > and found separate packages called request-tracker and webrt, each of > which were only version 1. The debian package of RT 2 has been around since mid-march. I would strongly discourage everyone from using it in its current state. It puts things in the wrong places, still contains the security hole fixed in 2.0.12, has the wrong copyright information on it and doesn't actually automate the bits you really want automated. I'm working with the existing maintainer to get The Right Thing to happen, which will most likely involve me taking over the package and redoing it from scratch. -j > > Smylers > -- > GBdirect > http://www.gbdirect.co.uk/ > > > _______________________________________________ > 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 johan.edstrom at sca.com Thu Apr 11 14:15:24 2002 From: johan.edstrom at sca.com (Edstrom Johan) Date: Thu, 11 Apr 2002 11:15:24 -0700 Subject: [rt-users] Problem w/ time in RT In-Reply-To: <002501c1e172$dcf04620$c80a0a0a@laptop> Message-ID: It should be a FreeBSD native timezone in there, they do differ from the linux ones - the one you pick with /stand/sysinstall is what you should use. /JE From chris at hostorlando.com Thu Apr 11 12:20:48 2002 From: chris at hostorlando.com (Chris Scott) Date: Thu, 11 Apr 2002 12:20:48 -0400 Subject: [rt-users] Problem w/ time in RT In-Reply-To: <002501c1e172$dcf04620$c80a0a0a@laptop> Message-ID: Sorry, I haven't been following the thread closely so if this has been suggested, please ignore. IIRC when I had problems w/RT (and other apps on the Web server) using GMT, I added the following to my Apache config and stopped/started Apache and all was well: SetEnv TZ EST BTW, my RT config.pm has: $Timezone = 'US/Eastern'; Hope this helps, Chris > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Steve Rawls > Sent: Thursday, April 11, 2002 12:07 PM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] Problem w/ time in RT > > > thanks to everyone that answered my question. I am running RT on FreeBSD > 4.5. I double checked and I do have curley brackets, not > parenthesis. If I > don't have US/Eastern as an available timezone can I just change > $ENV{'TZ'}=$Timezone to something like $ENV{'TZ'}=EDT? > Steve Rawls > > ----- Original Message ----- > From: "Bruce Campbell" > To: "Steve Rawls" > Cc: > Sent: Thursday, April 11, 2002 3:23 AM > Subject: Re: [rt-users] Problem w/ time in RT > > > > On Wed, 10 Apr 2002, Steve Rawls wrote: > > > > > I have the following set in config.pm: > > > $Timezone = 'US/Eastern'; > > > $ENV('TZ') = $Timezone; > > > > If the 'US/Eastern' timezone does not exist on your system, then RT will > > default to storing times in GMT (a mere 4 hours ahead of you). In > > addition, your '(' and ')' characters in the above need to be > '{' and '}' > > respectively. > > > > -- > > Bruce Campbell > RIPE > > Systems/Network Engineer > NCC > > www.ripe.net - PGP562C8B1B > Operations > > > > > > _______________________________________________ > > 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 wash at wananchi.biz Thu Apr 11 12:24:28 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 11 Apr 2002 19:24:28 +0300 Subject: [rt-users] Short URLs for Tickets and Queues In-Reply-To: References: <20020411102727.GC90954@ns2.wananchi.com> Message-ID: <20020411162428.GG86639@ns2.wananchi.com> * Smylers [20020411 17:47]: wrote: > Odhiambo Washington wrote: > > > While that was really a good one, I realized that by incorporating it > > I could not get to my stats page because that is assumed to be the > > name of a queue, yes? > > Stats is an add-on that I don't use, I'm afraid -- I did check that all > of the standard 'RT' URLs contain a slash or a dot. > > > http://rt-URL/Stats doesn't work like it used to before, > > so I have to go ahead and type http://rt-URL/Stats/CallsQueueDay.html > > Without knowing anything about the stats package, I'm gussing that it > might work if you put a slash on the end, like so: > > http://rt-URL/Stats/ > That solved it - the trailing / Thanks. -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) ++ Washington [D.C.] is a city of Southern efficiency and Northern charm. -- John F. Kennedy From khera at kcilink.com Thu Apr 11 12:26:16 2002 From: khera at kcilink.com (Vivek Khera) Date: Thu, 11 Apr 2002 12:26:16 -0400 Subject: [rt-users] Problem w/ time in RT In-Reply-To: <002501c1e172$dcf04620$c80a0a0a@laptop> References: <002501c1e172$dcf04620$c80a0a0a@laptop> Message-ID: <15541.47400.761515.295470@onceler.kciLink.com> >>>>> "SR" == Steve Rawls writes: SR> thanks to everyone that answered my question. I am running RT on FreeBSD SR> 4.5. I double checked and I do have curley brackets, not parenthesis. If I SR> don't have US/Eastern as an available timezone can I just change SR> $ENV{'TZ'}=$Timezone to something like $ENV{'TZ'}=EDT? SR> Steve Rawls In FreeBSD 4.5, you cannot use the 'US/Eastern' timezone: use the 'EST5EDT' timezone. All valid zones are listed in /usr/share/zoneinfo. The $Timezone variable is just a file name relative to this directory, so use whatever zone you like from there. From Michael.Haro at ceres.ca.gov Thu Apr 11 12:50:24 2002 From: Michael.Haro at ceres.ca.gov (Michael Haro) Date: Thu, 11 Apr 2002 09:50:24 -0700 Subject: [rt-users] Problem w/ time in RT In-Reply-To: <15541.47400.761515.295470@onceler.kciLink.com> Message-ID: <000b01c1e178$fa57aea0$240110ac@DARKSTAR> You should be able to use 'America/New_York'. Michael -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Vivek Khera Sent: Thursday, April 11, 2002 9:26 AM To: rt-users at lists.fsck.com Subject: Re: [rt-users] Problem w/ time in RT >>>>> "SR" == Steve Rawls writes: SR> thanks to everyone that answered my question. I am running RT on FreeBSD SR> 4.5. I double checked and I do have curley brackets, not parenthesis. If I SR> don't have US/Eastern as an available timezone can I just change SR> $ENV{'TZ'}=$Timezone to something like $ENV{'TZ'}=EDT? SR> Steve Rawls In FreeBSD 4.5, you cannot use the 'US/Eastern' timezone: use the 'EST5EDT' timezone. All valid zones are listed in /usr/share/zoneinfo. The $Timezone variable is just a file name relative to this directory, so use whatever zone you like from there. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From timwese at voicenet.com Thu Apr 11 13:09:19 2002 From: timwese at voicenet.com (timuel) Date: Thu, 11 Apr 2002 13:09:19 -0400 Subject: [rt-users] expiring cookies Message-ID: <00ef01c1e17b$a08e6c80$de0167cf@voicenet.com> Is anyone aware of a (auick and dirty) way in which a cookie can be expired after X amount of time? We are having a problem with employees sharing workstations as it seems as though the cookies last forever... (RT 2.0.9pre4). I`m assuming something in Web.pm or webmux.pl but I can`t find say for sure... perhaps: [root at myhost rt2]# find . -exec grep -sl ookie {} \; ./bin/webmux.pl ./bin/mason_handler.fcgi ./bin/mason_handler.scgi ./lib/RT/Interface/Web.pm thanks. -- timuel -------------- next part -------------- An HTML attachment was scrubbed... URL: From srawls at net-magic.net Thu Apr 11 13:36:01 2002 From: srawls at net-magic.net (Steve Rawls) Date: Thu, 11 Apr 2002 13:36:01 -0400 Subject: [rt-users] Problem w/ time in RT References: <002501c1e172$dcf04620$c80a0a0a@laptop> <15541.47400.761515.295470@onceler.kciLink.com> Message-ID: <002901c1e17f$5998d910$c80a0a0a@laptop> That took care of it. Thanks everyone. Steve Rawls ----- Original Message ----- From: "Vivek Khera" To: Sent: Thursday, April 11, 2002 12:26 PM Subject: Re: [rt-users] Problem w/ time in RT > >>>>> "SR" == Steve Rawls writes: > > SR> thanks to everyone that answered my question. I am running RT on FreeBSD > SR> 4.5. I double checked and I do have curley brackets, not parenthesis. If I > SR> don't have US/Eastern as an available timezone can I just change > SR> $ENV{'TZ'}=$Timezone to something like $ENV{'TZ'}=EDT? > SR> Steve Rawls > > In FreeBSD 4.5, you cannot use the 'US/Eastern' timezone: use the > 'EST5EDT' timezone. All valid zones are listed in > /usr/share/zoneinfo. The $Timezone variable is just a file name > relative to this directory, so use whatever zone you like from there. > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From alan at silent5.com Thu Apr 11 14:07:55 2002 From: alan at silent5.com (alan evetts) Date: Thu, 11 Apr 2002 11:07:55 -0700 Subject: [rt-users] How to hide Configuration Tab ? Message-ID: <20020411180754.GB313@silent5.com> Hello, I apoligize if this has been covered before, I tried to find the answer in the mailing list archives - but was unable. I was just wondering if there was a way through permissions / acls / etc to stop regular users from seeing the "Configuration" link at the top of the home page / search page, or if you have to manually hide that? I'm pretty confident I haven't done anything to strange to my RT installation yet, as it's pretty fresh - but haven't been able to find a method to hide it. Any help is greatly appreciated. Running Version: 2.0.13, in case thats relevant. -- alan evetts From russj at dimstar.net Thu Apr 11 14:35:43 2002 From: russj at dimstar.net (Russ Johnson) Date: Thu, 11 Apr 2002 11:35:43 -0700 Subject: [rt-users] How to hide Configuration Tab ? In-Reply-To: <20020411180754.GB313@silent5.com> Message-ID: <5.1.0.14.0.20020411113531.00ba7b60@localhost> You may not want to, and I don't think you can. They need to be able to get in there to change their passwords. At 11:07 AM 4/11/2002 -0700, alan evetts wrote: >Hello, > >I apoligize if this has been covered before, I tried to find the answer in >the mailing list archives - but was unable. > >I was just wondering if there was a way through permissions / acls / etc >to stop regular users from seeing the "Configuration" link at the top of >the home page / search page, or if you have to manually hide that? I'm >pretty confident I haven't done anything to strange to my RT installation >yet, as it's pretty fresh - but haven't been able to find a method to hide it. > >Any help is greatly appreciated. > > >Running Version: 2.0.13, in case thats relevant. > >-- >alan evetts > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users Russ Johnson http://www.dimstar.net Nostalgia isn't what it used to be From matthew.disney at fedex.com Thu Apr 11 14:42:41 2002 From: matthew.disney at fedex.com (Matt Disney) Date: Thu, 11 Apr 2002 13:42:41 -0500 Subject: [rt-users] How to hide Configuration Tab ? In-Reply-To: <5.1.0.14.0.20020411113531.00ba7b60@localhost> References: <5.1.0.14.0.20020411113531.00ba7b60@localhost> Message-ID: <200204111842.g3BIgf613787@nfsb.ecdev.fedex.com> Passwords are changed under the Preferences link, right? I think Alan's asking about the Configuration link. Matt Russ Johnson writes: >You may not want to, and I don't think you can. They need to be able to get >in there to change their passwords. > >At 11:07 AM 4/11/2002 -0700, alan evetts wrote: >>Hello, >> >>I apoligize if this has been covered before, I tried to find the answer in >>the mailing list archives - but was unable. >> >>I was just wondering if there was a way through permissions / acls / etc >>to stop regular users from seeing the "Configuration" link at the top of >>the home page / search page, or if you have to manually hide that? I'm >>pretty confident I haven't done anything to strange to my RT installation >>yet, as it's pretty fresh - but haven't been able to find a method to hide it >. >> >>Any help is greatly appreciated. >> >> >>Running Version: 2.0.13, in case thats relevant. >> >>-- >>alan evetts >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.fsck.com >>http://lists.fsck.com/mailman/listinfo/rt-users > >Russ Johnson >http://www.dimstar.net > > >Nostalgia isn't what it used to be > > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > From timwese at voicenet.com Thu Apr 11 14:46:37 2002 From: timwese at voicenet.com (timuel) Date: Thu, 11 Apr 2002 14:46:37 -0400 Subject: [rt-users] How to hide Configuration Tab ? References: <5.1.0.14.0.20020411113531.00ba7b60@localhost> Message-ID: <002a01c1e189$3bc32b20$de0167cf@voicenet.com> yea you can. comment out the link in $RT/Elements/Tabs and tell your "admin type people" to just go directly to http://wherever.yourdomain.com/Admin/ in order to make changes. I also didn`t like the idea of flaunting things that people didn`t have access to modify anyway... |> You may not want to, and I don't think you can. They need to be able to get |> in there to change their passwords. If you want to give them the ability to do so, can`t you simply give them the rights and let them use the "preferences" link in $RT/Elements/Header? -- timuel ----- Original Message ----- From: "Russ Johnson" To: Sent: Thursday, April 11, 2002 2:35 PM Subject: Re: [rt-users] How to hide Configuration Tab ? | You may not want to, and I don't think you can. They need to be able to get | in there to change their passwords. | | At 11:07 AM 4/11/2002 -0700, alan evetts wrote: | >Hello, | > | >I apoligize if this has been covered before, I tried to find the answer in | >the mailing list archives - but was unable. | > | >I was just wondering if there was a way through permissions / acls / etc | >to stop regular users from seeing the "Configuration" link at the top of | >the home page / search page, or if you have to manually hide that? I'm | >pretty confident I haven't done anything to strange to my RT installation | >yet, as it's pretty fresh - but haven't been able to find a method to hide it. | > | >Any help is greatly appreciated. | > | > | >Running Version: 2.0.13, in case thats relevant. | > | >-- | >alan evetts | > | >_______________________________________________ | >rt-users mailing list | >rt-users at lists.fsck.com | >http://lists.fsck.com/mailman/listinfo/rt-users | | Russ Johnson | http://www.dimstar.net | | | Nostalgia isn't what it used to be | | | | _______________________________________________ | rt-users mailing list | rt-users at lists.fsck.com | http://lists.fsck.com/mailman/listinfo/rt-users | | From alan at silent5.com Thu Apr 11 14:48:50 2002 From: alan at silent5.com (alan evetts) Date: Thu, 11 Apr 2002 11:48:50 -0700 Subject: [rt-users] How to hide Configuration Tab ? In-Reply-To: <5.1.0.14.0.20020411113531.00ba7b60@localhost> References: <20020411180754.GB313@silent5.com> <5.1.0.14.0.20020411113531.00ba7b60@localhost> Message-ID: <20020411184850.GA669@silent5.com> Hm. I see your point, but when under the users tab it lists all of the other users listed, which could leave the system open to a brute force on the administrators (or anyone else's, for that matter) password. It would make more sense for there to be a completely separate Configuration link used for users that _don't_ have access to change queues / users / etc. These menu's seem to give regular users to data and information that I would definitely deem to be private, and, if nothing else, just don't think its suitable for users on my system to see it. Anyone know of a method to do this? -- alan evetts On Thu, Apr 11, 2002 at 11:35:43AM -0700, Russ Johnson wrote: > You may not want to, and I don't think you can. They need to be able to get > in there to change their passwords. > > At 11:07 AM 4/11/2002 -0700, alan evetts wrote: > >Hello, > > > >I apologize if this has been covered before, I tried to find the answer in > >the mailing list archives - but was unable. > > > >I was just wondering if there was a way through permissions / acls / etc > >to stop regular users from seeing the "Configuration" link at the top of > >the home page / search page, or if you have to manually hide that? I'm > >pretty confident I haven't done anything to strange to my RT installation > >yet, as it's pretty fresh - but haven't been able to find a method to hide > >it. > > > >Any help is greatly appreciated. > > > > > >Running Version: 2.0.13, in case thats relevant. > > > >-- > >alan evetts > > > >_______________________________________________ > >rt-users mailing list > >rt-users at lists.fsck.com > >http://lists.fsck.com/mailman/listinfo/rt-users > > Russ Johnson > http://www.dimstar.net > > > Nostalgia isn't what it used to be > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From russj at dimstar.net Thu Apr 11 15:35:26 2002 From: russj at dimstar.net (Russ Johnson) Date: Thu, 11 Apr 2002 12:35:26 -0700 Subject: [rt-users] How to hide Configuration Tab ? In-Reply-To: <002a01c1e189$3bc32b20$de0167cf@voicenet.com> References: <5.1.0.14.0.20020411113531.00ba7b60@localhost> Message-ID: <5.1.0.14.0.20020411123506.01a652e0@localhost> OK, I'm confused. Pardon me... At 02:46 PM 4/11/2002 -0400, timuel wrote: >yea you can. comment out the link in $RT/Elements/Tabs and tell your >"admin type people" to just go directly to >http://wherever.yourdomain.com/Admin/ in order to make changes. > >I also didn`t like the idea of flaunting things that people didn`t have >access to modify anyway... > >|> You may not want to, and I don't think you can. They need to be able to >get >|> in there to change their passwords. > >If you want to give them the ability to do so, can`t you simply give them >the rights and let them use the "preferences" link in $RT/Elements/Header? > >-- >timuel > > >----- Original Message ----- >From: "Russ Johnson" >To: >Sent: Thursday, April 11, 2002 2:35 PM >Subject: Re: [rt-users] How to hide Configuration Tab ? > > >| You may not want to, and I don't think you can. They need to be able to get >| in there to change their passwords. >| >| At 11:07 AM 4/11/2002 -0700, alan evetts wrote: >| >Hello, >| > >| >I apoligize if this has been covered before, I tried to find the answer in >| >the mailing list archives - but was unable. >| > >| >I was just wondering if there was a way through permissions / acls / etc >| >to stop regular users from seeing the "Configuration" link at the top of >| >the home page / search page, or if you have to manually hide that? I'm >| >pretty confident I haven't done anything to strange to my RT installation >| >yet, as it's pretty fresh - but haven't been able to find a method to >hide it. >| > >| >Any help is greatly appreciated. >| > >| > >| >Running Version: 2.0.13, in case thats relevant. >| > >| >-- >| >alan evetts >| > >| >_______________________________________________ >| >rt-users mailing list >| >rt-users at lists.fsck.com >| >http://lists.fsck.com/mailman/listinfo/rt-users >| >| Russ Johnson >| http://www.dimstar.net >| >| >| Nostalgia isn't what it used to be >| >| >| >| _______________________________________________ >| 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 Russ Johnson http://www.dimstar.net Nostalgia isn't what it used to be From rob at myinternetplace.net Thu Apr 11 16:41:02 2002 From: rob at myinternetplace.net (Rob Walker) Date: 11 Apr 2002 13:41:02 -0700 Subject: [rt-users] notify owners on assignment In-Reply-To: <20020411121025.U14004@fsck.com> References: <1018534496.27425.41.camel@atlas> <20020411121025.U14004@fsck.com> Message-ID: <1018557667.651.5.camel@debian> On Thu, 2002-04-11 at 09:10, Jesse Vincent wrote: > > > On Thu, Apr 11, 2002 at 03:23:08PM +0100, Smylers wrote: > > How long's that been out? I specifically looked for it quite recently, > > and found separate packages called request-tracker and webrt, each of > > which were only version 1. > > The debian package of RT 2 has been around since mid-march. I would strongly > discourage everyone from using it in its current state. It puts things in > the wrong places, still contains the security hole fixed in 2.0.12, > has the wrong copyright information on it and doesn't actually automate > the bits you really want automated. I'm working with the existing maintainer > to get The Right Thing to happen, which will most likely involve me > taking over the package and redoing it from scratch. Let me be one to say that if Jesse gets "apt-get dist-upgrade" to migrate rt along appropriately, the intra-departmental rt box vertical market just became that much easier to support. rob From nobuo at lucent.com Thu Apr 11 16:53:06 2002 From: nobuo at lucent.com (Nobuo Matsushita) Date: Thu, 11 Apr 2002 14:53:06 -0600 Subject: [rt-users] E_mail question? Message-ID: <3CB5F7B2.95FDC659@lucent.com> HI, I am having some difficulty to send e-mail notification when someone create a ticket? Does anybody has a good instruction how to do this? thanks in advance! -- Nobuo Matsushita From alan at silent5.com Thu Apr 11 16:56:57 2002 From: alan at silent5.com (alan evetts) Date: Thu, 11 Apr 2002 13:56:57 -0700 Subject: [rt-users] How to hide Configuration Tab ? In-Reply-To: <002a01c1e189$3bc32b20$de0167cf@voicenet.com> References: <5.1.0.14.0.20020411113531.00ba7b60@localhost> <002a01c1e189$3bc32b20$de0167cf@voicenet.com> Message-ID: <20020411205657.GA1088@silent5.com> Ah perfect. Just what I was looking for. I try to keep things simple for those just answering the queues :) Thanks a bunch, -- alan evetts On Thu, Apr 11, 2002 at 02:46:37PM -0400, timuel wrote: > yea you can. comment out the link in $RT/Elements/Tabs and tell your "admin type people" to just go directly to http://wherever.yourdomain.com/Admin/ in order to make changes. > > I also didn`t like the idea of flaunting things that people didn`t have access to modify anyway... > > |> You may not want to, and I don't think you can. They need to be able to get > |> in there to change their passwords. > > If you want to give them the ability to do so, can`t you simply give them the rights and let them use the "preferences" link in $RT/Elements/Header? > > -- > timuel > > > ----- Original Message ----- > From: "Russ Johnson" > To: > Sent: Thursday, April 11, 2002 2:35 PM > Subject: Re: [rt-users] How to hide Configuration Tab ? > > > | You may not want to, and I don't think you can. They need to be able to get > | in there to change their passwords. > | > | At 11:07 AM 4/11/2002 -0700, alan evetts wrote: > | >Hello, > | > > | >I apoligize if this has been covered before, I tried to find the answer in > | >the mailing list archives - but was unable. > | > > | >I was just wondering if there was a way through permissions / acls / etc > | >to stop regular users from seeing the "Configuration" link at the top of > | >the home page / search page, or if you have to manually hide that? I'm > | >pretty confident I haven't done anything to strange to my RT installation > | >yet, as it's pretty fresh - but haven't been able to find a method to hide it. > | > > | >Any help is greatly appreciated. > | > > | > > | >Running Version: 2.0.13, in case thats relevant. > | > > | >-- > | >alan evetts > | > > | >_______________________________________________ > | >rt-users mailing list > | >rt-users at lists.fsck.com > | >http://lists.fsck.com/mailman/listinfo/rt-users > | > | Russ Johnson > | http://www.dimstar.net > | > | > | Nostalgia isn't what it used to be > | > | > | > | _______________________________________________ > | 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 Kendric.Beachey at garmin.com Thu Apr 11 16:57:45 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Thu, 11 Apr 2002 15:57:45 -0500 Subject: [rt-users] external user authentication (i.e. LDAP) Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA533555@dallas.garmin.com> I'm looking at the "LookupExternalUserInfo" functionality. I'd like to use our existing Novell Directory Services, accessible via LDAP, to authenticate people, rather than building yet another independent database of user accounts. From b.boksa at sidebysite.de Thu Apr 11 17:00:36 2002 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Thu, 11 Apr 2002 23:00:36 +0200 Subject: [rt-users] E_mail question? In-Reply-To: <3CB5F7B2.95FDC659@lucent.com> Message-ID: Hi Nobuo! I use watchers to send an eMail to them whenever a ticket is created. See the documentation for the necessary scripts and then add a watcher. Regards, Benne Am 11.04.2002 22:53 Uhr schrieb "Nobuo Matsushita" unter : > HI, > > > I am having some difficulty to send e-mail notification when someone > create a ticket? Does anybody has a good instruction how to do this? > > thanks in advance! -- Benjamin Boksa b.boksa at sidebysite.de side by site GmbH & Co. KG Druckgestaltung & Webdesign Barbarastr. 3-9 (Block 6) D-50735 Koeln Fon: +49 221 2790964 Fax: +49 221 2790965 http://www.sidebysite.de/ From mrcpu at internetcds.com Thu Apr 11 18:24:12 2002 From: mrcpu at internetcds.com (Jaye Mathisen) Date: Thu, 11 Apr 2002 15:24:12 -0700 Subject: [rt-users] RT 2.0.11 -> 2.0.13 upgrade, lost some assocations somewhere. Message-ID: <20020411152411.P76300@backmaster.cdsnet.net> Had rt-2-0-11 running, and upgraded to rt-2-0-13. Ran the insertdata 2.0.13 command afterwards, and it seems to execute OK. Upgrade seemed pretty straightforward, and everything continued working. Went to modify some scrips, and now when I bring up a queue, no scrips/actions are listed, yet the scrips from the 2-0-11 release are still executing actions. And if I bring up Configuration -> global templates, the all just say 1/, 2/, rather than 1/blahblah, and so on and so forth. Any ideas on what I might've boobered? Group rights, and user rights all seemed to transition just fine, yet they don't show up when I actually go to modify the group rights for the queue. However, the old rights are still functioning, even tho they don't show up with the "check box to delete". From greg at oreilly.com Thu Apr 11 18:26:17 2002 From: greg at oreilly.com (Greg Dickerson) Date: Thu, 11 Apr 2002 15:26:17 -0700 Subject: [rt-users] How to hide Configuration Tab ? References: <5.1.0.14.0.20020411113531.00ba7b60@localhost> <002a01c1e189$3bc32b20$de0167cf@voicenet.com> <20020411205657.GA1088@silent5.com> Message-ID: <029e01c1e1a7$e74150d0$5e1f18ac@wiggler> One other way is to add some logic to $RT/Elements/Tabs. I added this to our install, my $toptabs; if ($session{'CurrentUser'}->Name eq 'root'){ $toptabs = { A => { title => 'Home', path => '', }, B => { title => 'Search', path => 'Search/Listing.html' }, D => { title => 'Configuration', path => 'Admin/' } }; } else { $toptabs = { A => { title => 'Home', path => '', }, B => { title => 'Search', path => 'Search/Listing.html' } }; } This will hide the link from all users unless you are root. I'm not the best perl guru so if there are errors...let me know. I'd like to add a @admins array to this ie @admins = qw( root user_1 user_2 etc...) so that I can give superuser rights to a user and add there login to the list any ideas? Greg -------- Greg Dickerson Support Manager O'Reilly & Associates, Inc. 1005 Gravenstein Highway North Sebastopol, CA 95472 Phone:(707)827-7215 ----- Original Message ----- From: "alan evetts" To: Cc: "timuel" Sent: Thursday, April 11, 2002 1:56 PM Subject: Re: [rt-users] How to hide Configuration Tab ? > Ah perfect. Just what I was looking for. I try to keep things simple for those just answering the queues :) > > Thanks a bunch, > > -- > alan evetts > > On Thu, Apr 11, 2002 at 02:46:37PM -0400, timuel wrote: > > yea you can. comment out the link in $RT/Elements/Tabs and tell your "admin type people" to just go directly to http://wherever.yourdomain.com/Admin/ in order to make changes. > > > > I also didn`t like the idea of flaunting things that people didn`t have access to modify anyway... > > > > |> You may not want to, and I don't think you can. They need to be able to get > > |> in there to change their passwords. > > > > If you want to give them the ability to do so, can`t you simply give them the rights and let them use the "preferences" link in $RT/Elements/Header? > > > > -- > > timuel > > > > > > ----- Original Message ----- > > From: "Russ Johnson" > > To: > > Sent: Thursday, April 11, 2002 2:35 PM > > Subject: Re: [rt-users] How to hide Configuration Tab ? > > > > > > | You may not want to, and I don't think you can. They need to be able to get > > | in there to change their passwords. > > | > > | At 11:07 AM 4/11/2002 -0700, alan evetts wrote: > > | >Hello, > > | > > > | >I apoligize if this has been covered before, I tried to find the answer in > > | >the mailing list archives - but was unable. > > | > > > | >I was just wondering if there was a way through permissions / acls / etc > > | >to stop regular users from seeing the "Configuration" link at the top of > > | >the home page / search page, or if you have to manually hide that? I'm > > | >pretty confident I haven't done anything to strange to my RT installation > > | >yet, as it's pretty fresh - but haven't been able to find a method to hide it. > > | > > > | >Any help is greatly appreciated. > > | > > > | > > > | >Running Version: 2.0.13, in case thats relevant. > > | > > > | >-- > > | >alan evetts > > | > > > | >_______________________________________________ > > | >rt-users mailing list > > | >rt-users at lists.fsck.com > > | >http://lists.fsck.com/mailman/listinfo/rt-users > > | > > | Russ Johnson > > | http://www.dimstar.net > > | > > | > > | Nostalgia isn't what it used to be > > | > > | > > | > > | _______________________________________________ > > | 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 > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From marc at precipice.org Thu Apr 11 18:38:50 2002 From: marc at precipice.org (Marc Hedlund) Date: Thu, 11 Apr 2002 15:38:50 -0700 (PDT) Subject: [rt-users] How to hide Configuration Tab ? In-Reply-To: <029e01c1e1a7$e74150d0$5e1f18ac@wiggler> Message-ID: One way to do what you want would be to replace your if clause with this one: if ($session{'CurrentUser'}->HasSystemRight({ Right => 'SuperUser' })){ That will give everyone who has the "SuperUser" right a Configuration tab, and no one else. Marc Hedlund e: marc at precipice dot org On Thu, 11 Apr 2002, Greg Dickerson wrote: > One other way is to add some logic to $RT/Elements/Tabs. I added this to our install, > > my $toptabs; > if ($session{'CurrentUser'}->Name eq 'root'){ > $toptabs = { > A => { title => 'Home', > path => '', > }, > B => { title => 'Search', > path => 'Search/Listing.html' > }, > > D => { title => 'Configuration', > path => 'Admin/' > } > }; > } else { > $toptabs = { > A => { title => 'Home', > path => '', > }, > B => { title => 'Search', > path => 'Search/Listing.html' > } > }; > } > > This will hide the link from all users unless you are root. I'm not the best perl guru so if there are errors...let me know. > I'd like to add a @admins array to this ie @admins = qw( root user_1 user_2 etc...) so that I can give superuser rights to a user > and add there login to the list any ideas? > > > Greg > -------- > Greg Dickerson > Support Manager > O'Reilly & Associates, Inc. > 1005 Gravenstein Highway North > Sebastopol, CA 95472 > Phone:(707)827-7215 > > > ----- Original Message ----- > From: "alan evetts" > To: > Cc: "timuel" > Sent: Thursday, April 11, 2002 1:56 PM > Subject: Re: [rt-users] How to hide Configuration Tab ? > > > > Ah perfect. Just what I was looking for. I try to keep things simple for those just answering the queues :) > > > > Thanks a bunch, > > > > -- > > alan evetts > > > > On Thu, Apr 11, 2002 at 02:46:37PM -0400, timuel wrote: > > > yea you can. comment out the link in $RT/Elements/Tabs and tell your "admin type people" to just go directly to > http://wherever.yourdomain.com/Admin/ in order to make changes. > > > > > > I also didn`t like the idea of flaunting things that people didn`t have access to modify anyway... > > > > > > |> You may not want to, and I don't think you can. They need to be able to get > > > |> in there to change their passwords. > > > > > > If you want to give them the ability to do so, can`t you simply give them the rights and let them use the "preferences" link in > $RT/Elements/Header? > > > > > > -- > > > timuel > > > > > > > > > ----- Original Message ----- > > > From: "Russ Johnson" > > > To: > > > Sent: Thursday, April 11, 2002 2:35 PM > > > Subject: Re: [rt-users] How to hide Configuration Tab ? > > > > > > > > > | You may not want to, and I don't think you can. They need to be able to get > > > | in there to change their passwords. > > > | > > > | At 11:07 AM 4/11/2002 -0700, alan evetts wrote: > > > | >Hello, > > > | > > > > | >I apoligize if this has been covered before, I tried to find the answer in > > > | >the mailing list archives - but was unable. > > > | > > > > | >I was just wondering if there was a way through permissions / acls / etc > > > | >to stop regular users from seeing the "Configuration" link at the top of > > > | >the home page / search page, or if you have to manually hide that? I'm > > > | >pretty confident I haven't done anything to strange to my RT installation > > > | >yet, as it's pretty fresh - but haven't been able to find a method to hide it. > > > | > > > > | >Any help is greatly appreciated. > > > | > > > > | > > > > | >Running Version: 2.0.13, in case thats relevant. > > > | > > > > | >-- > > > | >alan evetts > > > | > > > > | >_______________________________________________ > > > | >rt-users mailing list > > > | >rt-users at lists.fsck.com > > > | >http://lists.fsck.com/mailman/listinfo/rt-users > > > | > > > | Russ Johnson > > > | http://www.dimstar.net > > > | > > > | > > > | Nostalgia isn't what it used to be > > > | > > > | > > > | > > > | _______________________________________________ > > > | 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 > > > > > > _______________________________________________ > > 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 smylers at gbdirect.co.uk Fri Apr 12 03:55:46 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 12 Apr 2002 08:55:46 +0100 (BST) Subject: [rt-users] Debian RT Package (Was: notify owners on assignment) In-Reply-To: <20020411121025.U14004@fsck.com> Message-ID: Yesterday Jesse Vincent wrote: > The debian package of RT 2 has been around since mid-march. I would > strongly discourage everyone from using it in its current state. It > puts things in the wrong places, still contains the security hole > fixed in 2.0.12, has the wrong copyright information on it and doesn't > actually automate the bits you really want automated. Ta for the warning. Since I've now got 'RT' working fine as it is, we'll probably leave it like this for the foreseeable future anyway. Our sysadmin prefers to keep the contents of /opt/ and /usr/local/ to a minimum, but there's no point in changing things if it's going to make them worse. > I'm working with the existing maintainer to get The Right Thing to > happen, which will most likely involve me taking over the package and > redoing it from scratch. Oh dear. Good luck! Smylers -- GBdirect http://www.gbdirect.co.uk/ From justin at internode.com.au Fri Apr 12 04:11:14 2002 From: justin at internode.com.au (Justin Hawkins) Date: Fri, 12 Apr 2002 17:41:14 +0930 (CST) Subject: [rt-users] Linking to external systems In-Reply-To: <1017692823.2129.89.camel@mars.deadlycheese.com> Message-ID: <20020412172949.T1148-100000@weasel.internode.com.au> Hi! Loving RT, this time round my experience has been much more fun, given I understand a bit more about Perl and Mason since the last time. In fact I'm going to put this into production for our sales team in a week or so. There are a couple of things I'd like to do first though. The first one is that we have an existing web-based app that handles our clients and billing. Each object in that is referred to be a unique ID (a single character check letter, and some digits). I managed to modify the user stuff to allow me to use the ExternalContactInfoId for this ID. And I can edit the id in the user editor. No sweat so far. I can even display the id next to the email address next to each email address in the Requestors list (in the People boxes). What I can't do, is link to the other web application using this. If I provide a string with sub {return @_;}, 'https' => sub {return @_;}, 'ftp' => sub {return @_;}, 'ext' => sub {return "http://ext.intranet:8999";}, 'fsck.com-rt' => sub {warn "stub!";}, 'mozilla.org-bugzilla' => sub {warn "stub!"}, 'fsck.com-kb' => sub {warn "stub!"} ); Doesn't seem to do anything at all. Otherwise, I am happy to do the Message-ID: Justin Hawkins wrote: > Otherwise, I am happy to do the from escaping my code somehow. You can put |n at the end of a Mason expression to prevent it being escaped, for example: <%$name%> For details see perldoc HTML::Mason::Devel and search for "Escaping expressions". > My other web application needs to be simply referenced as > http://ext.intranet:8999/idnum But if your IDs are just letters and digits surely it isn't being escaped anyway: other web app Smylers -- GBdirect http://www.gbdirect.co.uk/ From hwagener at hamburg.fcb.com Fri Apr 12 05:27:05 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 12 Apr 2002 11:27:05 +0200 Subject: [rt-users] How to hide Configuration Tab ? References: <5.1.0.14.0.20020411113531.00ba7b60@localhost> <002a01c1e189$3bc32b20$de0167cf@voicenet.com> <20020411205657.GA1088@silent5.com> <029e01c1e1a7$e74150d0$5e1f18ac@wiggler> Message-ID: <3CB6A869.6020303@hamburg.fcb.com> Greg Dickerson wrote: > One other way is to add some logic to $RT/Elements/Tabs. I added this to our install, > > my $toptabs; > if ($session{'CurrentUser'}->Name eq 'root'){ > $toptabs = { You could also test against the user's rights: if ($session{'CurrentUser'}->HasSystemRight('AdminUsers')) Then Your Admin users can have non standard names. [snip] > }; > } else { [snip] Regards, Harald PS: folks, please trim Your replies! The mail I'm answering was one third the automatically generated mailing list signature. - H. -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From justin at internode.com.au Fri Apr 12 05:33:32 2002 From: justin at internode.com.au (Justin Hawkins) Date: Fri, 12 Apr 2002 19:03:32 +0930 (CST) Subject: [rt-users] Linking to external systems In-Reply-To: Message-ID: <20020412185746.F1148-100000@weasel.internode.com.au> On Fri, 12 Apr 2002, Smylers wrote: > <%$name%> > > For details see perldoc HTML::Mason::Devel and search for "Escaping > expressions". This isn't going to help me. Even things like the "Next()) { push(@list, $watcher->Email . " (" . $watcher->Ext . ")"); } This has the right effect, except the string is escaped at some point that I can't yet determine, and isn't a link anymore by the time it gets to the client. - Justin -- Justin Hawkins Internode Professional Access We have only two things to worry about: That things will never get back to normal, and that they already have. From sebastian at flothow.de Fri Apr 12 06:34:21 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Fri, 12 Apr 2002 12:34:21 +0200 Subject: [rt-users] RT 2.0.11 -> 2.0.13 upgrade, lost some assocations somewhere. In-Reply-To: <20020411152411.P76300@backmaster.cdsnet.net> References: <20020411152411.P76300@backmaster.cdsnet.net> Message-ID: At 15:24 Uhr -0700 11.4.2002, Jaye Mathisen wrote: >Had rt-2-0-11 running, and upgraded to rt-2-0-13. > >Ran the insertdata 2.0.13 command afterwards, and it seems to execute OK. You should've run "insertdata 2.0.11". It needs the version number you're upgrading *from*. insertdata should print an error message when it's given the wrong version number. -- Sebastian Flothow sebastian at flothow.de #include From rehan at nha.co.za Fri Apr 12 08:47:41 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: Fri, 12 Apr 2002 14:47:41 +0200 Subject: [rt-users] Resolved date Message-ID: I would like to show the "Date Resolved" in the Dates window. The reason being that the owner might still record extra correspondence after the issue was resolved, but this will alter the "Last updated" and "Last contacted" dates, but not resolved date. Has anyone done this before? What is involved? Regards, Rehan van der Merwe Neil Harvey & Associates (Pty) Ltd http://www.nha.co.za rehan at nha.co.za Tel: +27 21 6709237 Fax: +27 21 6709337 From rt-users at lists.netways.de Fri Apr 12 09:13:02 2002 From: rt-users at lists.netways.de (rt-users) Date: Fri, 12 Apr 2002 15:13:02 +0200 Subject: [rt-users] Installation problem Message-ID: Hi >I'm trying to install rt (2.0.13) on a Debian/testing box (when will the debian pkg be ready?) I don?t know when the debian package will be ready, but i just installed rt on a sililar System (woddy). I worked without any problems. Check the dependencies, surly on or two will not be fullfilled. You can do this with the testdeps tool in the /tools directory, as descibed in the README. If you have all dependencies satisfied, check your installtion of mysql. __________________________________________________________ Nik Engel NETWAYS GmbH Senior Systems Engineer Deutschherrnstr. 47a Fon.0911/92885-13 D-90429 N?rnberg Fax.0911/92885-33 nengel at netways.de www.netways.de From k.habighorst at pelion12.de Fri Apr 12 11:37:27 2002 From: k.habighorst at pelion12.de (Kai Habighorst) Date: Fri, 12 Apr 2002 17:37:27 +0200 Subject: [rt-users] How to send a comment to an existing ticket via mail Message-ID: <20020412173726.A16077@calvin.hannover.sgh-net.de> Hallo all, today we wanted to comment on an existing ticket via email. The subject was "[pelionXII.de #5437]: UPDATE: ..." and no cc (like it was in rt 1.0) It worked so far as RT took this as a comment and added it to the ticket. But RT also send a copy of it to the requestor. That was not the way we expected it to work. My question is, is it possible to write comments by email, without correspondence to the requestor? If yes, how? Yours -- Kai Habighorst Support pelion XII AG Pelikanstr. 7, 30177 Hannover Fon: [0511] 64 64 47 0 Fax: [0511] 39 13 07 email: k.habighorst at pelion12.de From smylers at gbdirect.co.uk Fri Apr 12 11:48:12 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 12 Apr 2002 16:48:12 +0100 (BST) Subject: [rt-users] How to send a comment to an existing ticket via mail In-Reply-To: <20020412173726.A16077@calvin.hannover.sgh-net.de> Message-ID: Kai Habighorst wrote: > My question is, is it possible to write comments by email, without > correspondence to the requestor? If yes, how? Yes -- use the comment address rather than the correspondence address. Smylers -- GBdirect http://www.gbdirect.co.uk/ From nobuo at lucent.com Fri Apr 12 12:11:34 2002 From: nobuo at lucent.com (Nobuo Matsushita) Date: Fri, 12 Apr 2002 10:11:34 -0600 Subject: [rt-users] E_mail question? References: Message-ID: <3CB70736.FAD39BB6@lucent.com> Hi Benne, Thank you for replying my question! I printed the docs from the web page(www.fsck.com), but the documentation is incomplete. Are there better decimation for setting up the watcher program and example for e-mail script? nobuo Benjamin Boksa wrote: > > Hi Nobuo! > > I use watchers to send an eMail to them whenever a ticket is created. See > the documentation for the necessary scripts and then add a watcher. > > Regards, > > Benne > > Am 11.04.2002 22:53 Uhr schrieb "Nobuo Matsushita" unter : > > > HI, > > > > > > I am having some difficulty to send e-mail notification when someone > > create a ticket? Does anybody has a good instruction how to do this? > > > > thanks in advance! > > -- > > Benjamin Boksa > b.boksa at sidebysite.de > > side by site GmbH & Co. KG > Druckgestaltung & Webdesign > > Barbarastr. 3-9 (Block 6) > D-50735 Koeln > > Fon: +49 221 2790964 > Fax: +49 221 2790965 > > http://www.sidebysite.de/ -- Nobuo Matsushita Lucent Technologies Bell Labs (Formerly AT&T Bell Laboratories) From wash at wananchi.biz Fri Apr 12 12:38:52 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 12 Apr 2002 19:38:52 +0300 Subject: [rt-users] How to hide Configuration Tab ? In-Reply-To: <3CB6A869.6020303@hamburg.fcb.com> References: <5.1.0.14.0.20020411113531.00ba7b60@localhost> <002a01c1e189$3bc32b20$de0167cf@voicenet.com> <20020411205657.GA1088@silent5.com> <029e01c1e1a7$e74150d0$5e1f18ac@wiggler> <3CB6A869.6020303@hamburg.fcb.com> Message-ID: <20020412163852.GB34134@ns2.wananchi.com> * Harald Wagener [20020412 12:36]: wrote: > Greg Dickerson wrote: > >One other way is to add some logic to $RT/Elements/Tabs. I added this to > >our install, > > > >my $toptabs; > >if ($session{'CurrentUser'}->Name eq 'root'){ > > $toptabs = { > You could also test against the user's rights: > > if ($session{'CurrentUser'}->HasSystemRight('AdminUsers')) > > Then Your Admin users can have non standard names. > > [snip] > > > }; > >} else { > > [snip] > > I am following on this thread but I can't seem to figure out howto change my Tabs ;-) -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) ++ There is no substitute for good manners, except, perhaps, fast reflexes. From russj at dimstar.net Fri Apr 12 14:13:31 2002 From: russj at dimstar.net (Russ Johnson) Date: Fri, 12 Apr 2002 11:13:31 -0700 Subject: [rt-users] Report package Message-ID: <5.1.0.14.0.20020412110202.00b98798@localhost> I'm using the report package I asked about a couple of days ago, and I've been asked to impliment a feature. Maybe someone has already hacked it out? What one of the managers here wants is the reports that come with the package, on a "per Owner" basis. For instance, the report Calls per Queue, per Day, would be Calls per Queue, per Day, per Owner, and would split up the table to show how many tickets each ticket owner has handled. I see (sort of) what I would need to do to get this working, at least, logically. It looks like all I'd need to do is wrap the main table generation routine in another for loop. Something like this: for my $owner (qw (OwnerVariable)) { (main table generation here) } What would I need to put in the "OwnerVariable" spot? Thanks in advance. Russ Johnson http://www.dimstar.net How do "Do Not Walk On Grass" signs get there? From zed.shaw at ubc.ca Fri Apr 12 18:54:21 2002 From: zed.shaw at ubc.ca (Zed A. Shaw) Date: 12 Apr 2002 15:54:21 -0700 Subject: [rt-users] Question about Contribs Message-ID: <1018652061.2242.63.camel@lsk-401i1.itservices.ubc.ca> Hello, I've just finished installing RT2 and we're planning on implementing it, but, to make the managers happy, we'll need some form of statistics. I looked through the mailing list and see frequent reference to "the stats package", but doing a search through every single file in the contrib directory, and looking in every single tar.gz archive, I only find a couple of files, most of which are in old or 1.0 or the root, but not in 2.0. Also, I see that waprt may be a site redesign, and rt-cpan may be the CPAN site redesign. This would be nice to get working, but nothing indicates how, or what these are. So, my question is two fold: 1) Is there a description of this contrib stuff somewhere? The README files don't work so well. 2) If not, can someone at least tell me what stats package they are using, and any possible hints for installing it? Thanks in advance. -- Zed A. Shaw University of British Columbia AOL: shawzed, ICQ: 101799544, Yahoo: zed_shaw, MSN: zedshaw at hotmail.com I also hang out on SILC at silc.silcnet.org From savage at savage.za.org Fri Apr 12 20:19:03 2002 From: savage at savage.za.org (Chris Knipe) Date: Sat, 13 Apr 2002 02:19:03 +0200 Subject: [rt-users] queue monitor & notify? Message-ID: <20020413021903.A41660@savage.za.org> Hi all, I was wondering whether there is anything out there which will allow me to notify ticket creators after a specific time interval if nothing has been done about there request? What I am thinking, is something in the line of a support desk getting flooded with requests about various issues (they just happen to get flooded with all their customers deciding to mail them at the same time). Now, you may have 15 employees at your company answering email (hell, only 15 in the entire company for that matter), while you have let's say, 100,000 open or unassigned tickets in your RT database. What I want to do now, is say after every two days, mail all the ticket creators whos tickets are still not assigned or opened, and inform them via something in the line of a autoresponder, that their ticket "has not been forgotten"..... Does this make sense?? :) It's kinda late here atm, so I'm not sure exactly how much sense I'm typing, but I'm sure someone will understand what I mean :> -- Regards, Chris Knipe Cel: (083) 430-8151 If Bill Gates had a dime for every time a Windows box crashed... ...Oh, wait a minute, he already does. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 230 bytes Desc: not available URL: From mallah at trade-india.com Sun Apr 14 12:37:55 2002 From: mallah at trade-india.com (Rajesh Kumar Mallah) Date: Sun, 14 Apr 2002 22:07:55 +0530 Subject: [rt-users] Forwarding of tickets. Message-ID: <3CB9B063.B1155800@trade-india.com> is it possible to forward tickets to a give email address thru RT web interface? regds mallah From marc at precipice.org Sun Apr 14 13:22:14 2002 From: marc at precipice.org (Marc Hedlund) Date: Sun, 14 Apr 2002 10:22:14 -0700 (PDT) Subject: [rt-users] Forwarding of tickets. In-Reply-To: <3CB9B063.B1155800@trade-india.com> Message-ID: I don't think so, but I very much agree that this is a desirable feature. Marc Hedlund e: marc at precipice dot org On Sun, 14 Apr 2002, Rajesh Kumar Mallah wrote: > > > is it possible to forward tickets to a give email address > > thru RT web interface? > > > regds > mallah > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From justin at internode.com.au Sun Apr 14 20:47:14 2002 From: justin at internode.com.au (Justin Hawkins) Date: Mon, 15 Apr 2002 10:17:14 +0930 (CST) Subject: [rt-users] Linking to external systems In-Reply-To: Message-ID: <20020415101418.C37166-100000@weasel.internode.com.au> On Fri, 12 Apr 2002, Smylers wrote: > You can put |n at the end of a Mason expression to prevent it being > escaped, for example: > > <%$name%> Hi Smylers, I must apologize, my head must have been filled with wool when I read (and replied) to this response originally. What you've said does indeed work perfectly, I've appeneded it to the end of the $Ticket->RequestorsAsString in WebRT/html/Ticket/Elements/ShowPeople, and I'm getting the desired behaviour. Thanks! I'll have to ensure that the requestors strings can't inadvertantly have HTMl in them, to make sure this doesn't break stuff. I think I'm safe but will do some investigation. - Justin -- Justin Hawkins Internode Professional Access Absurdity, n.: A statement or belief manifestly inconsistent with one's own opinion. -- Ambrose Bierce, "The Devil's Dictionary" From jesse at bestpractical.com Mon Apr 15 01:51:36 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 Apr 2002 01:51:36 -0400 Subject: [rt-users] Mass merge? In-Reply-To: ; from rmitzel@peer1.net on Wed, Apr 10, 2002 at 08:28:10AM -0700 References: Message-ID: <20020415015136.J19727@fsck.com> There's no particular reason that functionality isn't there. If you're doing "merge", you might want to contemplate doing the other relationships as well. For abuse, Parent/Child can often work out better than straight-up merging. -j On Wed, Apr 10, 2002 at 08:28:10AM -0700, Rob Mitzel wrote: > Hey gang, > > Just curious...does anyone here actually have a need for mass merging of > tickets? I was just going through my abuse rt queue, and I > thought..."wow...there's no merge on the bulk page...". > > Jesse, before I go hacking up code and make a mod...is there any particular > reason you left merging out of bulk.html? If there isn't, I'll make a mod > and release it to the list... > > -Rob. > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Mon Apr 15 01:52:23 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 Apr 2002 01:52:23 -0400 Subject: Mass comment (was RE: [rt-users] Mass merge?) In-Reply-To: <3C167C6F2DAAA54B89DABE60D2461FFA53353D@dallas.garmin.com>; from Kendric.Beachey@garmin.com on Wed, Apr 10, 2002 at 10:38:36AM -0500 References: <3C167C6F2DAAA54B89DABE60D2461FFA53353D@dallas.garmin.com> Message-ID: <20020415015223.K19727@fsck.com> There's no particular reason that there isn't a mass comment/reply on that page, either. I'm sure folks would love to see it. -j On Wed, Apr 10, 2002 at 10:38:36AM -0500, Beachey, Kendric wrote: > From: Rob Mitzel [mailto:rmitzel at peer1.net] > > Just curious...does anyone here actually have a need for mass > > merging of > > tickets? I was just going through my abuse rt queue, and I > > thought..."wow...there's no merge on the bulk page...". > > While we're at it, some of my users would like to be able to slap a comment > on a bunch of tickets all at once. Currently, their method of doing this is > either to do each ticket manually or (you knew it was coming) to ask me to > do it for them, using the command line. > > I'll echo Rob's question to Jesse: is there a reason Bulk.html doesn't have > comment abilities? -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. From bd at bm.keyware.com Fri Apr 5 05:00:16 2002 From: bd at bm.keyware.com (Bart Duchesne) Date: 05 Apr 2002 12:00:16 +0200 Subject: [rt-users] MergeInto bug Message-ID: <1018000817.3006.11.camel@bd> Hi all, When ticket A is merged into ticket B, ticket A's LastUpdated field is updated but ticket B's LastUpdated is untouched, this seems a bit unlogical to me. Since ticket B now 'receives' additional transactions, those of the original tickets. I added in Ticket.pm in the MergeInto sub the following after AddLink $NewTicket->_SetLastUpdated; -- Bart Duchesne ----------------------------------------------------------- Keyware -- Computerworld's Emerging Company to Watch 2002 "Identifying the World" Leuvensesteenweg 282, 3190 Boortmeerbeek, Belgium Tel: +32 (0)15 50.44.00 Fax: +32 (0)15 50.44.09 Excelsiorlaan 32-34, 1930 Zaventem, Belgium Phone: +32 (2) 704.44.00 - Fax: +32 (2) 721.69.49 mailto:bduchesne at keyware.com support: support.axsguard at keyware.com http://www.keyware.com and http://www.axsguard.com From patrick at pwhsnet.com Thu Apr 4 05:02:44 2002 From: patrick at pwhsnet.com (Patrick O. Fish) Date: Thu, 4 Apr 2002 02:02:44 -0800 Subject: [rt-users] 1st user (I RTFM) Message-ID: <00c901c1dbbf$dd839870$0300a8c0@pwhsnet.com> First of all, i RTFM! But I'm confused. Someone just installed RT on my box, I have a user account but i dont have a "Settings" link on the web interface. The only way I can make changes is rtadmin Could you give me an example of how to add myself as an Admin? - Patrick Fish - patrick at pwhsnet dot com PWHS Networks - http://www.pwhsnet.com From mathieu.dube at opal-rt.com Fri Apr 5 09:33:26 2002 From: mathieu.dube at opal-rt.com (=?iso-8859-1?Q?Mathieu_Dub=E9=ADDallaire?=) Date: Fri, 5 Apr 2002 09:33:26 -0500 Subject: [rt-users] Forking a new ticket from a correspondance Message-ID: <20020405093326.A20819@OZoNE.TZoNE.ORG> Hello, We are currently implementing RT as a technical support tracker and find it very nice and flexible. Furthermore, development seems rather active. There are however some issues we were wondering about. - Is it possible to fork a new ticket from a correspondance. Sometimes, a requestor will use a previous message (or ticket-stub) to submit a new request. It would then be desirable to fork a new ticket from this crrespondance instead of adding it to the previous ticket. Sort of an inverse merge. - Additionnaly, is it possible to delete an action or correspondance from a ticket. In the example above deleting the correspondance (or at least disabling it) in the previous ticket would be helpfull to alleviate clutter. I took a look at the FAQ and bug report (for wishlist items) and couldn't find anything on this. Thank you, Mathieu -- ./ Mathieu Dub?-Dallaire, B.Eng. \_______________________________ | Application Consultant / Consultant en applications | | Opal-RT Technologies tel: (514) 935-2323 | | 1751 Richardson, suite 2525 fax: (514) 935-4994 | | Montr?al (Qu?bec) Canada, H3K 1G6 | |__ mathieu.dube-dallaire at opal-rt.com _ http://www.opal-rt.com __| From dlc at users.sourceforge.net Thu Apr 11 13:45:32 2002 From: dlc at users.sourceforge.net (darren chamberlain) Date: Thu, 11 Apr 2002 13:45:32 -0400 Subject: [rt-users] expiring cookies In-Reply-To: <00ef01c1e17b$a08e6c80$de0167cf@voicenet.com> References: <00ef01c1e17b$a08e6c80$de0167cf@voicenet.com> Message-ID: <20020411134531.A10178@boston.com> * timuel [2002-04-11 13:12]: > Is anyone aware of a (auick and dirty) way in which a cookie can be > expired after X amount of time? We are having a problem with employees > sharing workstations as it seems as though the cookies last forever... > (RT 2.0.9pre4). > > I`m assuming something in Web.pm or webmux.pl but I can`t find say for > sure... perhaps: > > [root at myhost rt2]# find . -exec grep -sl ookie {} \; > ./bin/webmux.pl > ./bin/mason_handler.fcgi > ./bin/mason_handler.scgi > ./lib/RT/Interface/Web.pm My copy of webmux.pl has these lines: 156 if ( !$cookies{'AF_SID'} ) { 157 my $cookie = new Apache::Cookie 158 ($r, 159 -name=>'AF_SID', 160 -value=>$HTML::Mason::Commands::session{_session_id}, 161 -path => '/',); 162 $cookie->bake; 163 164 } I.e., cookies are to expire when the browser session ends. Individual clients might not repect this, of course. To set an explicit expiration time, add: -expires => "$time", after line 160 (or so). $time, in this case, is either a http-formatted time or (more conveniently) a relative time, espressed symbolicly: # format for time can be in any of the forms... # "now" -- expire immediately # "+180s" -- in 180 seconds # "+2m" -- in 2 minutes # "+12h" -- in 12 hours # "+1d" -- in 1 day # "+3M" -- in 3 months # "+2y" -- in 2 years # "-3m" -- 3 minutes ago(!) # If you don't supply one of these forms, we assume you are # specifying the date yourself (This is from CGI::Util::expires.) So, to expire in 1 day, use +1d as the value for expires. (darren) -- My wife always warns me about all that cholesterol in the French fries I eat. I just laugh at her, though, because I know with all the salt I put on them, my blood pressure is high enough to push through any clogged arteries. -- Dean Anderson From brueggma at yahoo.com Fri Apr 12 00:02:27 2002 From: brueggma at yahoo.com (asfdqwer xzcvdsf) Date: Thu, 11 Apr 2002 21:02:27 -0700 (PDT) Subject: [rt-users] Admin ticket assignment depending on date. Message-ID: <20020412040227.75252.qmail@web21310.mail.yahoo.com> Hello, What would be the best way to setup automatic assignment to tickets that were created through email, sent to the general queue? For example if I issue the following command: "/usr/local/rt2/bin/rt-mailgate general correspond < /tmp/simple.mail.file" The ticket gets assigned to "Nobody", in the general queue. What file would I look into to edit to whom the ticket gets assinged? The reason is that we rotate who is "oncall" on a weekly basis, and it would be great if the tickets can be assigned to the oncall person, instead of just nobody. Thanks __________________________________________________ Do You Yahoo!? Yahoo! Tax Center - online filing with TurboTax http://taxes.yahoo.com/ From bam at snoopy.apana.org.au Thu Apr 4 03:01:17 2002 From: bam at snoopy.apana.org.au (Brian May) Date: Thu, 4 Apr 2002 18:01:17 +1000 Subject: [rt-users] Re: watchers In-Reply-To: References: <20020322030601.GE29848@snoopy.apana.org.au> Message-ID: <20020404080117.GB29187@snoopy.apana.org.au> Thanks for your reply. On Wed, Apr 03, 2002 at 01:04:44PM +0100, Smylers wrote: > There is correspondence and there are comments. They are distinct so > that you can do distinct things with them. The difference is what you > make of it. The idea is that you'd do something like the following: > > * Correspondence gets circulated to everybody; comments are between > your people dealing with a ticket, but don't get sent to the person > who requested a ticket. > > * The permissions are set such that Requestors can view correspondence > but not comments; your people can view anything (well, possibly just > anything in a particular queue, or just anything about tickets they > are working on -- it's up to you). > > * Correspondence and comments are sent out using distinct templates, > so that it is clear to recipients which they are receiving. > > * You have separate e-mail addresses for correspondence and comments, > so that 'RT' can distinguish the two from incoming e-mails. > > If you use a Notify...AsComment action then the recipient gets an e-mail > from the comment e-mail address. (If that didn't happen and comments > were sent out with the correspondence address, then somebody replying to > a comment would be sending correspondence and the Requestor might see > things they weren't supposed to.) Thanks. That clarifies some aspects I was wondering about. However, on my installation, permissions weren't setup by default... See later, this E-Mail. What does a user need to do to access RT? Am I right in concluding that anonymous access is not allowed? What happens if a user doesn't have a password configured? Does this deny him/her access too? > Regarding OtherRecipients, that's something fairly new to 'RT'. See > Jess's announcement of version 2.0.12, and search the mail archives in > March for "OtherRecipients". Ok. At this stage I gather it is related to the "Cc" and "Bcc" stuff when creating comments? > Yes. There also seems to be a time-lag here. Your mail was dated March > 22nd, but seems to have got stick at pallas.eruditorum.org for a week or > so (then cos of Easter weekend, I've only just got to it today). I've > checked the archives, but didn't see any other responses to this. I got a message saying that my E-Mail needed approval, but I didn't get any messages saying it had been approved. Anyway, without a good example for access control (that I could find), I currently have: Group: Administrators (bam) Queue: Support Global group/Everyone: +ModifySelf Global user/bam: +AdminUsers Global user/root: +Super user Support group/Everyone: +CreateTicket +SeeQueue Support group/Requestor: +ReplyToTicket +ShowTicket Support group/Adminstrators: +CommentOnTicket +CreateTicket +ModifyTicket +OwnTicket +ReplyToTicket +ShowTicket +ShowTicketComments +Watch +WatchAsAdminCC Any comments on this set of ACLs? I assume this means the ticket requestor and any adminstrators will be able able to see a given ticket, but noone else? I have been considering adding to the above: Support group/AdminCC: +CommentOnTicket +ReplyToTicket +ShowTicket +ShowTicketComments +Watch (not sure if this is required?) +WatchAsAdmin (not sure if this is required?) Support group/CC: +ShowTicket +ReplyToTicket +Watch (not sure if this is required?) Which I think will mean (1) if somebody is in the AdminCC list of a ticket or the AdminCC list of the queue, they will get access to the ticket, and can leave comments and reply to the requestor. (2) if somebody is in the CC list of the ticket or the CC list of the queue, they can see the ticket (but not comments), reply to the user (hmmm... not sure if this is desirable; comment might be better). Is this correct? Thanks. -- Brian May From webmaster at x-project.net Fri Apr 5 16:44:22 2002 From: webmaster at x-project.net (Sascha Wolf) Date: Fri, 5 Apr 2002 23:44:22 +0200 Subject: [rt-users] RT2 dont work I don't know why Message-ID: <1548945272.20020405234422@x-project.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, I have a problem with RT2. I have installed the version 2.0.13 and the installtion said, it's all ok, mod_perl said, it's all ok. So I restart the apache, and the GUI don't work I have complete insert the the textpart for VirtualHost, with the right paths ;) I can't found files in /tmp and all logfiles of this virtualhost was emtpy ... My configuration: Apache 1.3.24 PHP 4.x mod_perl 1.26 and RT2.0.13 you can see the config on http://pn.x-project.net/php.html the Site with the GUI from RT2 is http://support.project-natalya.de I hope of help ;) - -- Best regards, Sascha mailto:webmaster at x-project.net  -----BEGIN PGP SIGNATURE----- Version: PGP 6.5i iQA/AwUBPK4MrYxJqM5gXwnlEQJc8gCePxBZZJXL2vm7EW6/ScsfauT9lNUAoK1L rcfWvXuCa3AZFtDfRz4JLalS =ACGp -----END PGP SIGNATURE----- From Werner0701 at aol.com Mon Apr 15 06:57:06 2002 From: Werner0701 at aol.com (Werner0701 at aol.com) Date: Mon, 15 Apr 2002 06:57:06 -0400 Subject: [rt-users] displaying keywords Message-ID: <4C7F7CDB.0E205529.0D22F42B@aol.com> hi list, we would need the ticket-keywords to be displayed on the list-view (id - subject - requestor - owner .... ) of the search-site. has anyone here hacked on this yet? since i'm completly new to perl, any help would be greatly appreciated. cu werner From okrouhly at civ.zcu.cz Mon Apr 15 07:26:24 2002 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Mon, 15 Apr 2002 13:26:24 +0200 (CEST) Subject: [rt-users] Forwarding of tickets. In-Reply-To: Message-ID: On Sun, 14 Apr 2002, Marc Hedlund wrote: > > I don't think so, but I very much agree that this is a desirable feature. > I've implemented this 2 years ago (Jesse saw it), but only for our internal purposes. I use an own branch of RT 2.0.9 so I don't have "patch" for the most actual version. But if I'll be asked for it be Jesse, I would prepare it. > Marc Hedlund > e: marc at precipice dot org > > On Sun, 14 Apr 2002, Rajesh Kumar Mallah wrote: > > > > > > > is it possible to forward tickets to a give email address > > > > thru RT web interface? > > > > > > regds > > mallah > > > > > > _______________________________________________ > > 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 > Jan Okrouhly ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- Laboratory for Computer Science | phone: (420 19) 7491588 University of West Bohemia | location: Univerzitni 22 Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- From rt at netthink.co.uk Mon Apr 15 07:41:23 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Mon, 15 Apr 2002 12:41:23 +0100 Subject: [rt-users] Forwarding of tickets. In-Reply-To: References: Message-ID: <20020415114123.GA1022@netthink.co.uk> Jan Okrouhly: > I've implemented this 2 years ago (Jesse saw it), but only for our > internal purposes. I use an own branch of RT 2.0.9 so I don't have "patch" > for the most actual version. But if I'll be asked for it be Jesse, I would > prepare it. Here's a patch which does it, and corrects the quoting style for forwarded messages. Change 14965 by simon at simon-squash on 2002/03/18 13:05:58 I believe this gives us forward-to-third-party. Affected files ... ... //systems/src/rt/lib/RT/Action/SendToThirdParty.pm#1 add ... //systems/src/rt/lib/RT/Interface/Web.pm#3 edit ... //systems/src/rt/lib/RT/Ticket.pm#13 edit ... //systems/src/rt/lib/RT/Transaction.pm#3 edit ... //systems/src/rt/webrt/Elements/MessageBox#3 edit ... //systems/src/rt/webrt/Ticket/Elements/ShowTransaction#15 edit ... //systems/src/rt/webrt/Ticket/Update.html#3 edit Differences ... ==== //systems/src/rt/lib/RT/Interface/Web.pm#3 (text) ==== Index: src/rt/lib/RT/Interface/Web.pm --- src/rt/lib/RT/Interface/Web.pm.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/lib/RT/Interface/Web.pm Mon Mar 18 14:07:51 2002 @@ -249,8 +249,14 @@ MIMEObj => $Message, TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'}); push(@{$args{Actions}}, $Description); - } - else { + } elsif ($args{ARGSRef}->{'UpdateType'} eq 'forward') { + my ($Transaction, $Description) = $args{TicketObj}->Forward + ( ForwardTo => $args{ARGSRef}->{'ForwardTo'}, + BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, + MIMEObj => $Message, + TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'}); + push(@{$args{Actions}}, $Description); + } else { push(@{$args{'Actions'}}, "Update type was neither correspondence nor comment. Update not recorded"); } } ==== //systems/src/rt/lib/RT/Ticket.pm#13 (xtext) ==== Index: src/rt/lib/RT/Ticket.pm --- src/rt/lib/RT/Ticket.pm.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/lib/RT/Ticket.pm Mon Mar 18 14:07:51 2002 @@ -1758,6 +1758,48 @@ # }}} +# {{{ sub Forward + +=head2 Forward + +Forward this ticket onto a third party. +Takes a hashref with the follwoing attributes: + +MIMEObj, TimeTaken, ForwardTo + +=cut + +sub Forward { + my $self = shift; + + my %args = ( + + MIMEObj => undef, + ForwardTo => undef, + TimeTaken => 0, + @_ ); + + unless (($self->CurrentUserHasRight('ReplyToTicket')) or + ($self->CurrentUserHasRight('ModifyTicket'))) { + return (0, "Permission Denied"); + } + + unless ($args{ForwardTo}) { + return (0, "No Forwarding Address Given"); + } + + + #Record the correspondence (write the transaction) + my ($Trans, $Msg, $TransObj) = $self->_NewTransaction( Type => 'Forward', + Data =>$args{'ForwardTo'}, + TimeTaken => $args{'TimeTaken'}, + MIMEObj => $args{'MIMEObj'} + ); + + + return ($Trans, "Message Forwarded"); +} + # }}} # {{{ Routines dealing with Links and Relations between tickets ==== //systems/src/rt/lib/RT/Transaction.pm#3 (xtext) ==== Index: src/rt/lib/RT/Transaction.pm --- src/rt/lib/RT/Transaction.pm.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/lib/RT/Transaction.pm Mon Mar 18 14:07:51 2002 @@ -332,7 +332,7 @@ $content=$wrapper->wrap($content); } - $content =~ s/^/> /gm; + $content =~ s/^/> /gm unless $args{'Quote'} == 2; # Secondary quoting style $content = '[' . $self->CreatorObj->Name() . ' - ' . $self->CreatedAsString() . "]:\n\n" . $content . "\n\n"; ==== //systems/src/rt/webrt/Elements/MessageBox#3 (text) ==== Index: src/rt/webrt/Elements/MessageBox --- src/rt/webrt/Elements/MessageBox.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/webrt/Elements/MessageBox Mon Mar 18 14:07:51 2002 @@ -10,11 +10,11 @@ if ($QuoteTransaction) { my $transaction=RT::Transaction->new($session{'CurrentUser'}); $transaction->Load($QuoteTransaction); - $message=$transaction->Content(Quote => 1); + $message=$transaction->Content(Quote => $Style+1); } my $signature = ''; -if ($session{'CurrentUser'}->UserObj->Signature) { +if ($session{'CurrentUser'}->UserObj->Signature and $Style != 1) { $signature = "-- \n".$session{'CurrentUser'}->UserObj->Signature; } @@ -26,5 +26,6 @@ $DefaultURI => undef $Width => 72 $MessageURI => undef +$Style => 0 # Style 0 is ordinary replying, style 1 is forwarding ==== //systems/src/rt/webrt/Ticket/Elements/ShowTransaction#15 (xtext) ==== Index: src/rt/webrt/Ticket/Elements/ShowTransaction --- src/rt/webrt/Ticket/Elements/ShowTransaction.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/webrt/Ticket/Elements/ShowTransaction Mon Mar 18 14:07:51 2002 @@ -126,6 +126,10 @@ "[Ticket . "&DefaultStatus=resolved&QuoteTransaction=".$Transaction->Id. "&Action=Respond\">Resolve] "; + $titlebar_commands .= + "[Ticket . "&QuoteTransaction=".$Transaction->Id. + "&Action=Forward\">Forward] "; } } ==== //systems/src/rt/webrt/Ticket/Update.html#3 (xtext) ==== Index: src/rt/webrt/Ticket/Update.html --- src/rt/webrt/Ticket/Update.html.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/webrt/Ticket/Update.html Mon Mar 18 14:07:51 2002 @@ -34,8 +34,6 @@ - -
Update Type:
+% if ($Action eq "Forward") { +Forwarding address: +
+% } Status: <& /Elements/SelectStatus, Name=>"Status", Default => $DefaultStatus &> @@ -56,7 +59,7 @@ minutes
Subject:
Attach:
-<& /Elements/MessageBox, Name=>"UpdateContent", QuoteTransaction=>$ARGS{QuoteTransaction} &> +<& /Elements/MessageBox, Name=>"UpdateContent", QuoteTransaction=>$ARGS{QuoteTransaction}, Style => $Action eq "Forward" &>
@@ -79,6 +82,8 @@ if ($DefaultStatus eq 'resolved') { $title = "Resolve"; +} elsif ($Action eq 'Forward') { + $title = "Forward"; } else { $title = "Update"; } @@ -89,6 +94,7 @@ # for the convinience: my $CommentDefault=$Action eq "Comment" ? "SELECTED" : ""; my $ResponseDefault=$Action eq "Respond" ? "SELECTED" : ""; +my $ForwardDefault=$Action eq "Forward" ? "SELECTED" : ""; $DefaultStatus = $Ticket->Status() unless ($DefaultStatus); ==== //systems/src/rt/lib/RT/Action/SendToThirdParty.pm#1 (xtext) ==== Index: src/rt/lib/RT/Action/SendToThirdParty.pm --- src/rt/lib/RT/Action/SendToThirdParty.pm.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/lib/RT/Action/SendToThirdParty.pm Mon Mar 18 14:07:51 2002 @@ -0,0 +1,28 @@ +#$Header: /raid/cvsroot/rt/lib/RT/Action/Notify.pm,v 1.2 2001/11/06 23:04:17 jesse Exp $ + +package RT::Action::SendToThirdParty; +require RT::Action::SendEmail; + at ISA = qw(RT::Action::SendEmail); + + +# {{{ sub SetRecipients + +=head2 SetRecipients + +Sets the recipients of this message to the user specified in the +transaction. + +=cut + + +sub SetRecipients { + my $self=shift; + + $arg=$self->Argument; + @{$self->{'To'}} = @{$self->TransactionObj->Data}; + return(1); +} + +# }}} + +1; End of Patch. -- About the use of language: it is impossible to sharpen a pencil with a blunt ax. It is equally vain to try to do it with ten blunt axes instead. -- Edsger Dijkstra From bruce_campbell at ripe.net Mon Apr 15 10:27:12 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 15 Apr 2002 16:27:12 +0200 (CEST) Subject: [rt-users] Admin ticket assignment depending on date. In-Reply-To: <20020412040227.75252.qmail@web21310.mail.yahoo.com> Message-ID: On Thu, 11 Apr 2002, asfdqwer xzcvdsf wrote: > What would be the best way to setup automatic > assignment to tickets that were created through > email, sent to the general queue? There are three methods. The first one is to use the existing RT::Action::AutoAssign scrip which Feargal wrote (http://www.fsck.com/pub/rt/contrib/2.0). This assigns it to a random person. The second one is to use the RT::Action::AutoTake scrip which I sent to rt-devel a few moments ago (with the incorrect name the first time). This effectively gives the Ticket to the first privileged user who voices an opinion about the Ticket. The third solution is to write your own varient, possibly starting with the AutoAssign and making it read a file to get the name of the user to assign it to. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From ges at lumeta.com Mon Apr 15 12:41:50 2002 From: ges at lumeta.com (Glenn Sieb) Date: Mon, 15 Apr 2002 12:41:50 -0400 Subject: [rt-users] Question on importing RT1 to RT2... Message-ID: <5.1.0.14.0.20020415124054.0249ee18@mail.corp.lumeta.com> Why is it I lose all of the history in the tickets? It says things like "ges - Correspondence added" but the correspondence is gone...? What did I do wrong??? Thanks in advance, Glenn --- Glenn E. Sieb, System Administrator Lumeta Corp. mailto:ges at lumeta.com +1 732 357-3514 (V) +1 732 564-0731 (Fax) From johani at autonomica.se Mon Apr 15 13:07:49 2002 From: johani at autonomica.se (Johan Ihren) Date: 15 Apr 2002 19:07:49 +0200 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: Message-ID: <2clmbo28m2.fsf@snout.autonomica.net> Hi, I'm a long time Req user from a previous life (including implementing my own multi-queue extensions and whatnots) but I have not used RT2 before. RT looks very nice (especially to someone with too much exposure to Req internals, shudder). However, I do have two questions for non-standard use that would be extremely useful to me/us. 1. We are not a typical helpdesk. Instead we have a mix of internal issues, tech development, planning *and* customer promblems. And I want to funnel it all into RT. To make things worse, we are not always in one place. We travel, we lose Internet connectivity (typically in hotel rooms, airports, etc). At the same time such (disconnected) occasions are often the best to get things off your personal list of things to do. So what I would like to do is run RT on top of a replicated MySQL db with slave replicas in our laptops. I fully realize that I should restrict myself to read-only access to the replica, and any writes while disconnected had better be done via an email-updater (possibly enhanced-mailgate that I found in the contrib area). Is this idea a strong indication of someone either finally going bonkers or at least trying to fit a square nail into a triangular hole? Or would it be possible to make this work in a reasonable fashion? Anyone tried anything like that? 2. Many tickets in my environment have a tendency of forking new "sub-tickets". I.e. the original issue stalls on identified subproblems and the dependency fields seem great to express this. However, I have not found any functionality to get an overview of the resulting dependency graph. This is the type of functionality that is traditionally found in project management systems, and I agree that it is possibly a little bit out of the main stream trouble ticket business. But it would be incredibly useful for people like me that have very convoluted dependencies and a need both to keep track of this for oneself and to communicate the dependencies to others, preferably visually. It would be possible to implement this outside of RT, just working from the raw MySQL data, but I think it would be much nicer to have it within the RT framework. Has anyone seen any tools doing anything like this anywhere close to RT? Regards, Johan Ihr?n Autonomica From darrinw at nixc.net Mon Apr 15 13:29:28 2002 From: darrinw at nixc.net (Darrin Walton) Date: Mon, 15 Apr 2002 13:29:28 -0400 Subject: [rt-users] Re: [rt-devel] HELP In-Reply-To: <011401c1d498$9cfe17e0$320aa8c0@elgin.tx.wdsl.totalaccess.net>; from bishop@totalaccess.net on Tue, Mar 26, 2002 at 01:34:02AM -0600 References: <011401c1d498$9cfe17e0$320aa8c0@elgin.tx.wdsl.totalaccess.net> Message-ID: <20020415132927.F94800@nixc.net> First; this should go to rt-users, not rt-devel. |+ I recently had some clown send over 2000 tracker messages to the server we used for our RT tracker. |+ This of course clogged the system up, and I needed to know how to remove just these tracker issues |+ from the system without having to dump the database files as a friend recommended. Why not go to the search menu, search for the tickets in question (I am assuming they have a common element, like subject, or email address, or something), select 'Update all these tickets at once', if there are some tickets you don't want to update, unselect the 'Update' box, then change the status to 'Dead'. |+ I am really new to the system and need if possible the SQL command to get rid of |+ this access tracker issues. I also would like to know how to backup and remove |+ older years of tracker issues. Its not really adviced to delete older tickets. Thats one of the features of a database, store all your information, have it available to you at anytime via a search. Would suck if you needed a ticket from 3 years ago, and you had deleted it from teh system. You'd have to then put the old information up somewhere where its accessable. -darrin (cc'ing rt-users. questions asking for help should go there) From matthew.disney at fedex.com Mon Apr 15 13:34:31 2002 From: matthew.disney at fedex.com (Matt Disney) Date: Mon, 15 Apr 2002 12:34:31 -0500 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <2clmbo28m2.fsf@snout.autonomica.net> References: <2clmbo28m2.fsf@snout.autonomica.net> Message-ID: <200204151734.g3FHYWW13772@nfsa.ecdev.fedex.com> Johan, I've got nothing on number 1. For number 2, however, you may be interested in looking at the DTRT stuff in the contrib/rt-addons area. More specifically: http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/DTRT . This is some work Jesse has done on a project management interface/extension to RT2. Although it's not exactly what you're looking for, I've used it as a great starting point to build an interface that lists all the requests in a queue that are of "type" 'project' (as opposed to 'ticket') and then show the children of each of those 'project' requests. Jesse already has the part done to display one at a time, I just had to modify it a little bit to get exactly what I want. However, there isn't any act-or-restrict-based-on-dependency functionality in RT2.0, as far as I know. So, you may be able to view your dependencies for a ticket in hierarchical fashion, but without extending RT2.0 you won't be able to say "don't resolve a ticket dependent on another unless the depended-upon ticket is also resolved" or anything like that. But, if your group is relatively good at following business rules, that may not be an issue. Jesse has said that RT2.2 will have some workflow enhancements. It may be that RT2.2 will have exactly what you're looking for, but I'm not sure about that. Let me know if any of this doesn't make sense or if you would like additional information on my experiences playing around with DTRT and so forth. And my apologies in advance if I've misrepresented anyone or anything in this email. :-) Matt Ihren writes: >Hi, > >I'm a long time Req user from a previous life (including implementing >my own multi-queue extensions and whatnots) but I have not used RT2 >before. RT looks very nice (especially to someone with too much >exposure to Req internals, shudder). > >However, I do have two questions for non-standard use that would be >extremely useful to me/us. > >1. We are not a typical helpdesk. Instead we have a mix of internal > issues, tech development, planning *and* customer promblems. And I > want to funnel it all into RT. > > To make things worse, we are not always in one place. We travel, we > lose Internet connectivity (typically in hotel rooms, airports, > etc). At the same time such (disconnected) occasions are often the > best to get things off your personal list of things to do. > > So what I would like to do is run RT on top of a replicated MySQL > db with slave replicas in our laptops. I fully realize that I > should restrict myself to read-only access to the replica, and any > writes while disconnected had better be done via an email-updater > (possibly enhanced-mailgate that I found in the contrib area). > > Is this idea a strong indication of someone either finally going > bonkers or at least trying to fit a square nail into a triangular > hole? Or would it be possible to make this work in a reasonable > fashion? Anyone tried anything like that? > >2. Many tickets in my environment have a tendency of forking new > "sub-tickets". I.e. the original issue stalls on identified > subproblems and the dependency fields seem great to express this. > > However, I have not found any functionality to get an overview of > the resulting dependency graph. This is the type of functionality > that is traditionally found in project management systems, and I > agree that it is possibly a little bit out of the main stream > trouble ticket business. > > But it would be incredibly useful for people like me that have very > convoluted dependencies and a need both to keep track of this for > oneself and to communicate the dependencies to others, preferably > visually. > > It would be possible to implement this outside of RT, just working > from the raw MySQL data, but I think it would be much nicer to have > it within the RT framework. Has anyone seen any tools doing > anything like this anywhere close to RT? > >Regards, > >Johan Ihr?n >Autonomica > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > From darrinw at nixc.net Mon Apr 15 13:35:52 2002 From: darrinw at nixc.net (Darrin Walton) Date: Mon, 15 Apr 2002 13:35:52 -0400 Subject: [rt-users] RT2 dont work I don't know why In-Reply-To: <1548945272.20020405234422@x-project.net>; from webmaster@x-project.net on Fri, Apr 05, 2002 at 11:44:22PM +0200 References: <1548945272.20020405234422@x-project.net> Message-ID: <20020415133552.G94800@nixc.net> |+ |+ the Site with the GUI from RT2 is |+ http://support.project-natalya.de Hrm. Could you provide a little more information. Your VHOST config prehaps? Also, going to that site doesn't yeild a link to RT. -darrin From johani at autonomica.se Mon Apr 15 14:27:38 2002 From: johani at autonomica.se (Johan Ihren) Date: 15 Apr 2002 20:27:38 +0200 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <200204151734.g3FHYWW13772@nfsa.ecdev.fedex.com> References: <2clmbo28m2.fsf@snout.autonomica.net> <200204151734.g3FHYWW13772@nfsa.ecdev.fedex.com> Message-ID: <2cd6x024x1.fsf@snout.autonomica.net> Matt Disney writes: Matt, > I've got nothing on number 1. Fair enough. If I get around to it I promise to let you all know exactly how bad idea it was ;-) > For number 2, however, you may be interested in looking at the DTRT > stuff in the contrib/rt-addons area. More specifically: > http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/DTRT . This is some > work Jesse has done on a project management interface/extension to > RT2. Although it's not exactly what you're looking for, I've used it Aha, great. I didn't notice that one. > as a great starting point to build an interface that lists all the > requests in a queue that are of "type" 'project' (as opposed to > 'ticket') and then show the children of each of those 'project' > requests. Jesse already has the part done to display one at a time, I > just had to modify it a little bit to get exactly what I want. > > However, there isn't any act-or-restrict-based-on-dependency > functionality in RT2.0, as far as I know. So, you may be able to view > your dependencies for a ticket in hierarchical fashion, but without > extending RT2.0 you won't be able to say "don't resolve a ticket > dependent on another unless the depended-upon ticket is also resolved" > or anything like that. But, if your group is relatively good at > following business rules, that may not be an issue. It isn't, but I agree that is an important concern to be aware of. > Jesse has said that RT2.2 will have some workflow enhancements. It may > be that RT2.2 will have exactly what you're looking for, but I'm not > sure about that. > Let me know if any of this doesn't make sense or if you would like > additional information on my experiences playing around with DTRT and > so forth. And my apologies in advance if I've misrepresented anyone or > anything in this email. :-) I found zero documentation on DTRT (in fact, the only thing I found was other people asking for help with installation). So any information on how you set it up would be very much appreciated. Regards, Johan Ihr?n Autonomica From matthew.disney at fedex.com Mon Apr 15 14:44:09 2002 From: matthew.disney at fedex.com (Matt Disney) Date: Mon, 15 Apr 2002 13:44:09 -0500 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <2cd6x024x1.fsf@snout.autonomica.net> References: <2clmbo28m2.fsf@snout.autonomica.net> <200204151734.g3FHYWW13772@nfsa.ecdev.fedex.com> <2cd6x024x1.fsf@snout.autonomica.net> Message-ID: <200204151844.g3FIiAW19998@nfsa.ecdev.fedex.com> Johan Ihren writes: >I found zero documentation on DTRT (in fact, the only thing I found >was other people asking for help with installation). So any >information on how you set it up would be very much appreciated. Ok, so there are four directories in http://fsck.com/pub/rt/contrib/2.0/rt-addons/DTRT/ at the time I'm writing this email. They are: Elements, Scheduler, html, and lib. 1. Take everything in the "lib" directory and put it in your $PATH_TO_RT/lib directory. 2. Take everything in the "html" directory and put it in your $PATH_TO_RT/WebRT/html directory (or the equivalent using multiple HTML::Mason component roots). I think that's all I did. I believe everything in Elements is either superfluous or unnecessary for core functionality. And I don't know what the Scheduler stuff is. Let me know if there is anything else you find out or any additional questions I can answer. Matt From johani at autonomica.se Mon Apr 15 16:36:13 2002 From: johani at autonomica.se (Johan Ihren) Date: 15 Apr 2002 22:36:13 +0200 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <200204151844.g3FIiAW19998@nfsa.ecdev.fedex.com> References: <2clmbo28m2.fsf@snout.autonomica.net> <200204151734.g3FHYWW13772@nfsa.ecdev.fedex.com> <2cd6x024x1.fsf@snout.autonomica.net> <200204151844.g3FIiAW19998@nfsa.ecdev.fedex.com> Message-ID: <2c8z7o1yyq.fsf@snout.autonomica.net> Matt Disney writes: > Johan Ihren writes: > >I found zero documentation on DTRT (in fact, the only thing I found > >was other people asking for help with installation). So any > >information on how you set it up would be very much appreciated. > > Ok, so there are four directories in > http://fsck.com/pub/rt/contrib/2.0/rt-addons/DTRT/ > > at the time I'm writing this email. They are: Elements, Scheduler, > html, and lib. > > 1. Take everything in the "lib" directory and put it in your > $PATH_TO_RT/lib directory. > 2. Take everything in the "html" directory and put it in your > $PATH_TO_RT/WebRT/html directory (or the equivalent using > multiple HTML::Mason component roots). > > I think that's all I did. I believe everything in Elements is > either superfluous or unnecessary for core functionality. And I > don't know what the Scheduler stuff is. Nope, didn't work. I get no reference to DTRT whatsoever from the UI and if I reference directly I get the error "RT Error: No ticket specified". But, since I see references a la "DTRT/Overview.html" in the *new* Elements/Tabs I suspect that whatever.html should actually be located in a subdirectory called "DTRT", so I shifted everything down one level into $PATH_TO_RT/WebRT/html/DTRT/ and that "kind of worked". I can create tasks and new subtasks and so on. However, the scheduling seems to get confused by dates that do not sufficiently overlap: "RT Error: Something circular going on! There is nothing scheduled for day 1" Also, I'm unable to get the Gantt chart working, that always ends up in the following Mason error: error in file: /usr/local/vol/rt2/WebRT/data/obj/STANDARD/DTRT/Gantt.html line 24: Can't use string ("0") as a HASH ref while "strict refs" in use context: ... 20: 21: my ($calendar, $ticketinfo) =$schedule->Build($id); 22: 23: 24: my @dates = sort (keys %{$calendar}); 25: my $last = $dates[0]; 26: my @tasks = sort { 27: $ticketinfo->{$a}->{'startson'} <=> 28: $ticketinfo->{$b}->{'startson'} } ... component stack: /DTRT/Gantt.html [standard] /autohandler [standard] code stack: /usr/local/vol/rt2/WebRT/data/obj/STANDARD/DTRT/Gantt.html:24 /usr/local/vol/rt2/WebRT/data/obj/STANDARD/autohandler:66 Possibly this is triggered by my cavalier attitude towards delivery dates, but it is still a bug. It seems like a more or less trivial error, that possibly even I can figure out if I set my mind to it, but right now I at the level where I can figure my way around my own perl code, but I'm a bit overwhelmed by the plethora of strange and mystical perl modules like "Mason" and whatnots that interact in devious ways in a package like RT. I think this shows great promise and could be a really great addition for me. But before achieving that I think that I need a) a bit more integration. As it is, if I stumble out of DTRT then I have to *know* my way back to find it. b) less focus on dates. I care much more about relationships between tasks than I care about exact delivery dates. And although I may be confused by the things I've stumbled on it seems to me that the basis for DTRT structure is time stamps more than relationships. c) Working Gantt charts. I don't really need the scheduling right now. So my next step will be to go hunting for some spare time. Hopefully I'll find it in one of my colleagues offices, because I really don't have it right here ;-) > Let me know if there is anything else you find out or any additional > questions I can answer. Question 1: do you have the gantt charts working? Question 2: in your experience, is it possible to work with DTRT with focus on relationships between tasks rather than time? Question 3: have you done any integration work between RT and DTRT? Thanks for your help getting me this far, Johan Ihr?n Autonomica PS. One really great corner was "MyDay.html". I think that one alone will make many people happy if integrated into the base RT package. From marc at precipice.org Mon Apr 15 16:42:33 2002 From: marc at precipice.org (Marc Hedlund) Date: Mon, 15 Apr 2002 13:42:33 -0700 (PDT) Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <2clmbo28m2.fsf@snout.autonomica.net> Message-ID: On 15 Apr 2002, Johan Ihren wrote: > So what I would like to do is run RT on top of a replicated MySQL > db with slave replicas in our laptops. [...] > Is this idea a strong indication of someone either finally going > bonkers or at least trying to fit a square nail into a triangular > hole? Yes, to both questions. That's craaazy. Or at least way too much work for the reward. How about ssh tunnelling to the RT host and making updates that way; and putting together a comma-separated table extractor to let people with no net connection at all view their current work in excel or the like? You get all the read-only + remote benefits in this scheme, for much less work. If you really want what you're asking for, I'd recommend looking at disconnected rowsets in Java or C# as a way of getting a database extract, mucking around with it on a disconnected client, and updating the source database when connectivity is restored. Still a lot of work, but more likely to perform than complete replication. Marc Hedlund e: marc at precipice dot org From matthew.disney at fedex.com Mon Apr 15 18:03:21 2002 From: matthew.disney at fedex.com (Matt Disney) Date: Mon, 15 Apr 2002 17:03:21 -0500 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <2c8z7o1yyq.fsf@snout.autonomica.net> References: <2clmbo28m2.fsf@snout.autonomica.net> <200204151734.g3FHYWW13772@nfsa.ecdev.fedex.com> <2cd6x024x1.fsf@snout.autonomica.net> <200204151844.g3FIiAW19998@nfsa.ecdev.fedex.com> <2c8z7o1yyq.fsf@snout.autonomica.net> Message-ID: <200204152203.g3FM3MW08513@nfsa.ecdev.fedex.com> Johan Ihren writes: >Nope, didn't work. I get no reference to DTRT whatsoever from the UI >and if I reference directly I get the error "RT Error: No ticket >specified". > >But, since I see references a la "DTRT/Overview.html" in the *new* >Elements/Tabs I suspect that whatever.html should actually be located >in a subdirectory called "DTRT", so I shifted everything down one >level into > >$PATH_TO_RT/WebRT/html/DTRT/ > >and that "kind of worked". I can create tasks and new subtasks and so >on. Ah, yes. That's actually what I did. Sorry for the poor directions! >I think this shows great promise and could be a really great addition >for me. But before achieving that I think that I need > >a) a bit more integration. As it is, if I stumble out of DTRT then I > have to *know* my way back to find it. > >b) less focus on dates. I care much more about relationships between > tasks than I care about exact delivery dates. And although I may be > confused by the things I've stumbled on it seems to me that the > basis for DTRT structure is time stamps more than relationships. > >c) Working Gantt charts. That's reasonable. Keep in mind, though, that this is basically just contributed work that wasn't finished. I think this began as a financially sponsored extension, but then the potential sponsors disappeared. But that doesn't mean your requirements are invalid at all, I just wanted to raise that point to be sure we keep our expectations in perspective. >Question 1: do you have the gantt charts working? No, I also experienced the same problems you did. And actually, I'm not really using the DTRT stuff in a production capacity. But, I soon may be using my own extensions based on DTRT (merely the hierarchical view stuff, actually) in production for project management. >Question 2: in your experience, is it possible to work with DTRT with > focus on relationships between tasks rather than time? Definitely. You can create a page that shows you a task and its dependencies, but not any of the time data. >Question 3: have you done any integration work between RT and DTRT? No, and the integration work I do will probably be queue specific. I doubt I'll be adding any Tabs or anything like that. It will be more like "only a couple of people will want this and they will access it directly via a bookmark". Basically, we're going to have a "Projects" queue that DTRT stuff is applicable for, but otherwise we probably won't use it. I'd be interested to hear what your design goals for RT and project management would be. Maybe we could work together to iron out some of the issues we've been experiencing with certain DTRT functionality and then target some of the same goals. Thanks, Matt From johani at autonomica.se Mon Apr 15 19:47:30 2002 From: johani at autonomica.se (Johan Ihren) Date: 16 Apr 2002 01:47:30 +0200 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: References: Message-ID: <2c3cxw1q3x.fsf@snout.autonomica.net> Marc Hedlund writes: > On 15 Apr 2002, Johan Ihren wrote: > > So what I would like to do is run RT on top of a replicated MySQL > > db with slave replicas in our laptops. > [...] > > Is this idea a strong indication of someone either finally going > > bonkers or at least trying to fit a square nail into a triangular > > hole? > > Yes, to both questions. That's craaazy. Or at least way too much work > for the reward. Thank you, sir. I will not deny that you are most probably right here ;-) I *realise* this, and I want to make that clear. Also, I am not experienced with real databases. So I have to ask: way too much work to *whom*? To me to make it work? To the master db keeping update logs? To the client (my laptop) trying to stay in sync? > How about ssh tunnelling to the RT host and making updates that way; and > putting together a comma-separated table extractor to let people with no > net connection at all view their current work in excel or the like? You > get all the read-only + remote benefits in this scheme, for much less > work. Ssh tunneling: not relevant, if I have net access, then I have net access. This is for *not* having net access. Excel: well, we are not a Windoze persons, we're Unix people. I have lots of respect for Excel, which is a fine tool running under the wrong OS (not a religious point, merely an observation of the cumbersomness of dualbooting etc). But *why* does it have to be more trouble to set up automatic replication than to muck around with selective extraction into a different tool? To me it seems like replication is something you get right once and then it (hopefully) just works, while all kinds of extraction scripts will just have to be kept forever in sync with RT changes and will even then only provide a bleak copy of the original RT environment. * I can easily spare a few GB of disk in the laptop if needed (not that I think we will get there anytime soon), so space is not the issue. Nor is bandwidth when I have connectivity. * MySQL, as I understand (I have not tried this) supports replication where the slave both changes addresses and just tells the master from where to respool the log. In fact, the master doesn't even track the slaves, it just spews out data at clients that provide the right credentials regardless of where they are. This is actually the main point to me. * I would have exactly the same interface to the data locally (i.e. the same hierchy of webpages accessible through my browser instead of switching to a different tool). > If you really want what you're asking for, I'd recommend looking at > disconnected rowsets in Java or C# as a way of getting a database > extract, mucking around with it on a disconnected client, and > updating the source database when connectivity is restored. Still a > lot of work, but more likely to perform than complete replication. I have a lot of respect for the technical problems with replication. But at the same time one interesting characteristic of a trouble ticket system is that although we may hug along many thousands of tickets the "active set" is usually a rather small subset. I.e. most of the data is static, which very much simplifies replication, given reasnoably frequent updates (typicall lagging a few days behind, not weeks or months). So, you're probably correct. There are people who claim that my main purpose in life seems to be having craaazy ideas, and this may be one of them. But to become convinced I would like to hear why replication wouldn't work in this scenario. Regards, Johan From rob at myinternetplace.net Mon Apr 15 20:10:34 2002 From: rob at myinternetplace.net (Rob Walker) Date: 15 Apr 2002 17:10:34 -0700 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <2clmbo28m2.fsf@snout.autonomica.net> References: <2clmbo28m2.fsf@snout.autonomica.net> Message-ID: <1018915840.8782.23.camel@rob> On Mon, 2002-04-15 at 10:07, Johan Ihren wrote: > To make things worse, we are not always in one place. We travel, we > lose Internet connectivity (typically in hotel rooms, airports, > etc). At the same time such (disconnected) occasions are often the > best to get things off your personal list of things to do. > > So what I would like to do is run RT on top of a replicated MySQL > db with slave replicas in our laptops. I fully realize that I > should restrict myself to read-only access to the replica, and any > writes while disconnected had better be done via an email-updater > (possibly enhanced-mailgate that I found in the contrib area). > > Is this idea a strong indication of someone either finally going > bonkers or at least trying to fit a square nail into a triangular > hole? Or would it be possible to make this work in a reasonable > fashion? Anyone tried anything like that? If you could get this to _work_ (for easy-to-use definitions of work) and work well, you could sell RT2 implementations all over the world for many many dollars. Companies all over are dying for this sort of a thing for their sales crew to be able to use. Look at the CRM field, and note that there are offerings there from everyone and their brother, and at ridiculous costs as well. When I was at VA Linux Systems, they needed disconnected functionality (with auto-updates with re-connect) for their CRM. I thought that the convolutions were amazing to see, it was so important to the sales guys. With disconnected operations, how do you create a new ticket? Have my userid in the name of it? I don't know, myself, I haven't put that much brainpower into it. rob From johani at autonomica.se Mon Apr 15 20:16:53 2002 From: johani at autonomica.se (Johan Ihren) Date: 16 Apr 2002 02:16:53 +0200 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <200204152203.g3FM3MW08513@nfsa.ecdev.fedex.com> References: <2clmbo28m2.fsf@snout.autonomica.net> <200204151734.g3FHYWW13772@nfsa.ecdev.fedex.com> <2cd6x024x1.fsf@snout.autonomica.net> <200204151844.g3FIiAW19998@nfsa.ecdev.fedex.com> <2c8z7o1yyq.fsf@snout.autonomica.net> <200204152203.g3FM3MW08513@nfsa.ecdev.fedex.com> Message-ID: <2cu1qczedm.fsf@snout.autonomica.net> Matt Disney writes: > Johan Ihren writes: > >Nope, didn't work. I get no reference to DTRT whatsoever from the UI > >and if I reference directly I get the error "RT Error: No ticket > >specified". > > > >But, since I see references a la "DTRT/Overview.html" in the *new* > >Elements/Tabs I suspect that whatever.html should actually be located > >in a subdirectory called "DTRT", so I shifted everything down one > >level into > > > >$PATH_TO_RT/WebRT/html/DTRT/ > > > >and that "kind of worked". I can create tasks and new subtasks and so > >on. > > Ah, yes. That's actually what I did. Sorry for the poor directions! No problem. > >I think this shows great promise and could be a really great addition > >for me. But before achieving that I think that I need > > > >a) a bit more integration. As it is, if I stumble out of DTRT then I > > have to *know* my way back to find it. > > > >b) less focus on dates. I care much more about relationships between > > tasks than I care about exact delivery dates. And although I may be > > confused by the things I've stumbled on it seems to me that the > > basis for DTRT structure is time stamps more than relationships. > > > >c) Working Gantt charts. > > That's reasonable. Keep in mind, though, that this is basically just > contributed work that wasn't finished. I think this began as a > financially sponsored extension, but then the potential sponsors > disappeared. But that doesn't mean your requirements are invalid at > all, I just wanted to raise that point to be sure we keep our > expectations in perspective. Certainly. I fully understand this and I was not complaining, merely reporting initial observations. > >Question 1: do you have the gantt charts working? > > No, I also experienced the same problems you did. And actually, I'm > not really using the DTRT stuff in a production capacity. But, I > soon may be using my own extensions based on DTRT (merely the > hierarchical view stuff, actually) in production for project > management. Ok. > >Question 2: in your experience, is it possible to work with DTRT with > > focus on relationships between tasks rather than time? > > Definitely. You can create a page that shows you a task and its > dependencies, but not any of the time data. Ok. Good. > >Question 3: have you done any integration work between RT and DTRT? > > No, and the integration work I do will probably be queue specific. I > doubt I'll be adding any Tabs or anything like that. It will be > more like "only a couple of people will want this and they will > access it directly via a bookmark". Basically, we're going to have a > "Projects" queue that DTRT stuff is applicable for, but otherwise we > probably won't use it. Ah, of course that is an easy way of managing this. > I'd be interested to hear what your design goals for RT and project > management would be. Maybe we could work together to iron out some > of the issues we've been experiencing with certain DTRT > functionality and then target some of the same goals. I'll think about it. Right now I admit that I was mostly out shopping for "added value" to increase the value of switching to RT from certain other solutions. So I really don't have specific design goals yet, although I should be able to produce some if I just and think about it some more. Regards, Johan Ihr?n Autonomica From rob at myinternetplace.net Mon Apr 15 20:18:21 2002 From: rob at myinternetplace.net (Rob Walker) Date: 15 Apr 2002 17:18:21 -0700 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <2c3cxw1q3x.fsf@snout.autonomica.net> References: <2c3cxw1q3x.fsf@snout.autonomica.net> Message-ID: <1018916301.8896.28.camel@rob> On Mon, 2002-04-15 at 16:47, Johan Ihren wrote: > I *realise* this, and I want to make that clear. Also, I am not > experienced with real databases. So I have to ask: way too much work > to *whom*? To me to make it work? To the master db keeping update > logs? To the client (my laptop) trying to stay in sync? I don't know. > * I would have exactly the same interface to the data locally > (i.e. the same hierchy of webpages accessible through my browser > instead of switching to a different tool). If you get it to work, then each person could just hit their local RT2 instance all the time, with updates being taken care of by the back-end. I think that this is what ACT! does. rob From marc at precipice.org Mon Apr 15 21:23:31 2002 From: marc at precipice.org (Marc Hedlund) Date: Mon, 15 Apr 2002 18:23:31 -0700 (PDT) Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <2c3cxw1q3x.fsf@snout.autonomica.net> Message-ID: On 16 Apr 2002, Johan Ihren wrote: > I *realise* this, and I want to make that clear. Also, I am not > experienced with real databases. So I have to ask: way too much work > to *whom*? To me to make it work? To the master db keeping update > logs? To the client (my laptop) trying to stay in sync? I think there would be a lot of work with resolving conflicts between a disconnected user and the master db, or between two or more disconnected users. If the state of the system changes during disconnection (for instance, a new ticket is created) or if conflicting changes are made to a ticket state (for instance, two people set the status of a ticket differently, or if someone merges a ticket), you would have to do some amount of work (I think a fair bit) in order to get those conflicts resolved. Also, you'd have to coerce the disconnected RTs into knowing they are disconnected (queueing mail for later delivery, etc.). I do think it would change a fair bit for each RT version, and I don't think it would be as simple as "turn on replication." > Ssh tunneling: not relevant, if I have net access, then I have net > access. This is for *not* having net access. Okay, my mis-read. > Excel: well, we are not a Windoze persons, we're Unix people. I have > lots of respect for Excel, which is a fine tool running under the > wrong OS (not a religious point, merely an observation of the > cumbersomness of dualbooting etc). Whatever. Consider "Excel" to be a variable and define it however people of your religion do. The point is, a dump of readable data would be trivial in mysql: SELECT query INTO OUTFILE "filename" ... and there you are. That file can be delimited with whatever you want and read in anything that reads delimited files (like Excel, perl, emacs, blah blah blah...). Set up that query once and it will likely continue to work quite well through RT revisions. The point was not which tool to use, but instead that a read-only extract would take a couple of minutes to put together, and would work for many cases. > But to become convinced I would like to hear why replication wouldn't > work in this scenario. I didn't say it wouldn't work -- I just said it would be a lot of work to do, and it isn't clear to me the benefit would be that great. But hey! It's not my implementation time we're talking about. You asked for an opinion and I gave it, now do whatever makes you happy! ;) Cheers, Marc Hedlund e: marc at precipice dot org From allbery at ece.cmu.edu Tue Apr 16 00:52:58 2002 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Tue, 16 Apr 2002 00:52:58 -0400 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <1018915840.8782.23.camel@rob> Message-ID: <000b01c1e502$9e0f1b50$42cc090a@ece.cmu.edu> > -----Original Message----- > When I was at VA Linux Systems, they needed disconnected > functionality (with auto-updates with re-connect) for their > CRM. I thought that the convolutions were amazing to see, it > was so important to the sales guys. > > With disconnected operations, how do you create a new ticket? > Have my userid in the name of it? I don't know, myself, I > haven't put that much brainpower into it. To be honest, this sounds like a job for a system implemented on Commence or another database designed for disconnected operations. I haven't seen any general-purpose SQL DBMSes which do even half as well at disconnected ops; they're designed for systems which are always connected, and the big deal is synchronizing operations over an always-connected but relatively slow WAN. (Contrariwise, none of the systems designed for disconnected operations are especially general, and applications developed on top of them must be designed differently --- the database engines are *that* different.) -- brandon s allbery [openafs/solaris/japh/freebsd] allbery at kf8nh.apk.net system administrator [linux/heimdal/too many hats] allbery at ece.cmu.edu electrical and computer engineering KF8NH carnegie mellon university [better check the oblivious first -ke6sls] From allbery at ece.cmu.edu Tue Apr 16 01:00:27 2002 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Tue, 16 Apr 2002 01:00:27 -0400 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <1018916301.8896.28.camel@rob> Message-ID: <001301c1e503$a261de30$42cc090a@ece.cmu.edu> > > I *realise* this, and I want to make that clear. Also, I am not > > experienced with real databases. So I have to ask: way too > much work > > to *whom*? To me to make it work? To the master db keeping update > > logs? To the client (my laptop) trying to stay in sync? > > I don't know. Too much design work, and too much maintenance required: batching and synchronizing operations for a DBMS not designed for offline transactions is painful, cranky, tricky, hard to get right, and tend to go out of sync such that someone needs to go in and edit and apply offline transactions manually. It's been done, many times, and it's always painful. > If you get it to work, then each person could just hit their > local RT2 instance all the time, with updates being taken > care of by the back-end. > > I think that this is what ACT! does. Yup; products like ACT! and Commence, and to some extent Lotus Notes, are designed for this kind of use. But there's a tradeoff: you have to live with other restrictions to get offline operations to work relatively painlessly. -- brandon s allbery [openafs/solaris/japh/freebsd] allbery at kf8nh.apk.net system administrator [linux/heimdal/too many hats] allbery at ece.cmu.edu electrical and computer engineering KF8NH carnegie mellon university [better check the oblivious first -ke6sls] From johani at autonomica.se Tue Apr 16 02:35:54 2002 From: johani at autonomica.se (Johan Ihren) Date: 16 Apr 2002 08:35:54 +0200 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <000b01c1e502$9e0f1b50$42cc090a@ece.cmu.edu> References: <000b01c1e502$9e0f1b50$42cc090a@ece.cmu.edu> Message-ID: <2cpu10ywtx.fsf@snout.autonomica.net> "Brandon S. Allbery KF8NH" writes: > > -----Original Message----- > > When I was at VA Linux Systems, they needed disconnected > > functionality (with auto-updates with re-connect) for their > > CRM. I thought that the convolutions were amazing to see, it > > was so important to the sales guys. > > > > With disconnected operations, how do you create a new ticket? > > Have my userid in the name of it? I don't know, myself, I > > haven't put that much brainpower into it. > > To be honest, this sounds like a job for a system implemented on > Commence or another database designed for disconnected operations. I Thanks to everyone for all your comments. It seems that the general consensus is that I'm somewhere between bonkers and a hard place...;-) However, most of the replies are based upon the assumtion that I will make updates to the replica while offline. As soon as that happens everything get way more complicated and I agree with all of you. While that would be nice (and likely an unsolvable problem in the general case, since automatic conflict resolution is impossible), I explicitly said that I'm willing to restrict myself to only read-only access while disconnected. I.e. what I need is to have my replica get up to date on what is the present status of all subprojects, tasks, customer tickets, etc, so that I can browse this while disconnected. Look at it like my personal email archive: I have my entire email baggage with me in my laptop too, all "incoming" that I haven't deleted and all "outgoing" for more years than I care to remember. The reason I carry that around is that, from time to time, I need to browse it to find out what actually was said. Not necessarily to immediately reopen old email conversations all the time (although that happen too, of course). Read-only access while disconnected is ok, since what I need is access to the ticketing system for reference, to catch up on status and recent comments, not primarily to immediately respond to customer tickets (and thereby changing the state of the db). What I want is the "state of the company" tool, *including* dependencies, and this actually seemed like a rather simple way of achieving that. And the dependencies is another reason that I don't see export of tables into Excel as a solution here. I agree that the fully fledged, disconnected mode ticketing system with automatic resynchronization and conflict ressolution would be very nice, but that is not really needed and not what I'm looking for here. Regards, Johan Ihr?n Autonomica From pawal at blipp.com Tue Apr 16 02:58:24 2002 From: pawal at blipp.com (Patrik Wallstrom) Date: Tue, 16 Apr 2002 08:58:24 +0200 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <2c3cxw1q3x.fsf@snout.autonomica.net> References: <2c3cxw1q3x.fsf@snout.autonomica.net> Message-ID: <20020416065823.GP2473@vic20.blipp.com> On Tue, 16 Apr 2002, Johan Ihren wrote: > > > So what I would like to do is run RT on top of a replicated MySQL > > > db with slave replicas in our laptops. > > [...] > > > Is this idea a strong indication of someone either finally going > > > bonkers or at least trying to fit a square nail into a triangular > > > hole? > > > > Yes, to both questions. That's craaazy. Or at least way too much work > > for the reward. > > Thank you, sir. I will not deny that you are most probably right here ;-) > > I *realise* this, and I want to make that clear. Also, I am not > experienced with real databases. So I have to ask: way too much work > to *whom*? To me to make it work? To the master db keeping update > logs? To the client (my laptop) trying to stay in sync? A simple solution would be to mysqldump the database on the server, and rsync the data over to your laptop, and then make an import on your local setup. I do that to mboxes to always have a local copy of my mail, if net access wouldn't allow me to read it. -- patrik_wallstrom->foodfight->pawal at blipp.com->+46-709580442 From vsra at lucent.com Tue Apr 16 03:00:45 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Tue, 16 Apr 2002 12:30:45 +0530 Subject: [rt-users] RT installation problem Message-ID: > Hi, I am trying to install "rt2" and am following the RTFM. Once I added the Virtual host entries in the httpd.conf as shown: DocumentRoot /path/to/rt2/WebRT/html ServerName rt.example.com PerlModule Apache::DBI PerlFreshRestart On PerlRequire /path/to/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason I get this error when I tried to stop and start the httpd server. here's the error. /usr/local/apache/bin/apachectl start Variable "$m" is not imported at /opt/rt2/bin/webmux.pl line 94. [Tue Apr 16 12:04:26 2002] [error] Global symbol "$m" requires explicit package name at /opt/rt2/bin/webmux.pl line 94. Compilation failed in require at (eval 37) line 1. Syntax error on line 1015 of /usr/local/apache/conf/httpd.conf: Global symbol "$m" requires explicit package name at /opt/rt2/bin/webmux.pl line 94. Compilation failed in require at (eval 37) line 1. Any idea , how I can import the $m variable in webmux.pl regards -Prasad From toni.willberg at atbusiness.com Tue Apr 16 04:16:40 2002 From: toni.willberg at atbusiness.com (Toni Willberg) Date: Tue, 16 Apr 2002 11:16:40 +0300 Subject: [rt-users] RT thinks some email addresses are invalid Message-ID: <20020416111640.1558b6ad.toni.willberg@atbusiness.com> Hi. I found out that RT does not access some email addresses, it yells: "EmailAddress: Illegal value for EmailAddress" The address was in format "firstname.lastname at example.com", no special characters, just [a-z]. I tried to find the piece of code that does the checking, but failed. Can someone point current location? I'd like to check how it check the address. I can email that specific address to someone in private mail if needed. My RT version is 2.0.11. Thanks, Toni From vsra at lucent.com Tue Apr 16 05:24:41 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Tue, 16 Apr 2002 14:54:41 +0530 Subject: [rt-users] RT installation problem Message-ID: Apache has been configured amd mod_perl statically linked. Perl version is 5.6.1 and all the perl modules mentioned in 'make testdeps' have been installed. Do you think fastcgi is a better option than mod_perl? Thanks for your response. -Prasad -----Original Message----- From: Yan Fitterer [mailto:y.fitterer at ram.ac.uk] Sent: Tuesday, April 16, 2002 3:47 PM To: V S R A, Prasad (Prasad) Subject: Re: [rt-users] RT installation problem Hi, I can't contribute specific info on $m, but I would point you to the "things ouside RT". Basically, you can take it as "rt works". Meaning that if you're getting errors, it's much more likely than not that the problem is either with: - Apache (config problem?) - Perl (I've seen some reports that versions can conflict) - RT::Mason - mod_perl - Other supporting perl modules The classic is a DSO mod_perl not really working with Mason. Mason people (and RT people) suggest that you use mod_perl statically linked into apache, _not_ as a loadable module. In short, I would not be looking for an rt bug at this stage. Y. ---- On 16 Apr 2002, at 12:30, V S R A, Prasad (Prasad) wrote: ---- > > > > Hi, > I am trying to install "rt2" and am following the RTFM. Once I added > the Virtual host entries in the httpd.conf as shown: > > > DocumentRoot /path/to/rt2/WebRT/html > ServerName rt.example.com > PerlModule Apache::DBI > PerlFreshRestart On > PerlRequire /path/to/rt2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > > > I get this error when I tried to stop and start the httpd server. > here's the error. > > /usr/local/apache/bin/apachectl start > Variable "$m" is not imported at /opt/rt2/bin/webmux.pl line 94. > [Tue Apr 16 12:04:26 2002] [error] Global symbol "$m" requires > explicit package name at /opt/rt2/bin/webmux.pl line 94. Compilation > failed in require at (eval 37) line 1. > > Syntax error on line 1015 of /usr/local/apache/conf/httpd.conf: > Global symbol "$m" requires explicit package name at > /opt/rt2/bin/webmux.pl line 94. Compilation failed in require at (eval > 37) line 1. > > Any idea , how I can import the $m variable in webmux.pl > > regards > -Prasad > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From johani at autonomica.se Tue Apr 16 06:02:29 2002 From: johani at autonomica.se (Johan Ihren) Date: 16 Apr 2002 12:02:29 +0200 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <20020416065823.GP2473@vic20.blipp.com> References: <2c3cxw1q3x.fsf@snout.autonomica.net> <20020416065823.GP2473@vic20.blipp.com> Message-ID: <2clmbox8p6.fsf@snout.autonomica.net> Patrik Wallstrom writes: > On Tue, 16 Apr 2002, Johan Ihren wrote: > > > > > So what I would like to do is run RT on top of a replicated MySQL > > > > db with slave replicas in our laptops. > > > [...] > > > > Is this idea a strong indication of someone either finally going > > > > bonkers or at least trying to fit a square nail into a triangular > > > > hole? > > > > > > Yes, to both questions. That's craaazy. Or at least way too much work > > > for the reward. > > > > Thank you, sir. I will not deny that you are most probably right here ;-) > > > > I *realise* this, and I want to make that clear. Also, I am not > > experienced with real databases. So I have to ask: way too much work > > to *whom*? To me to make it work? To the master db keeping update > > logs? To the client (my laptop) trying to stay in sync? > > A simple solution would be to mysqldump the database on the server, > and rsync the data over to your laptop, and then make an import on > your local setup. Yes, that would do it. However, that would lead to all of the data being brought over the network (and imported) each time, while using replication would bring this down to just deltas. Yes, with sufficiently infrequent deltas the update log may actually be larger than the end result, but that is not the environment I'm interested in and not typical of a ticketing system with thousands of old (hopefully resolved) tickets laying around in the database. Regards, Johan Ihr?n Autonomica From patrick at dreamtech.gr Tue Apr 16 07:34:34 2002 From: patrick at dreamtech.gr (Patrick De Muynck) Date: Tue, 16 Apr 2002 14:34:34 +0300 Subject: [rt-users] RT to go? Dependency graphs? Message-ID: <09D6C51729AB36478F3C76FA6BE55FFB02440E@matrix.dreamtech.gr> > -----Original Message----- > From: Johan Ihren [mailto:johani at autonomica.se] > Sent: Tuesday, April 16, 2002 1:02 PM > To: Patrik Wallstrom > Cc: Marc Hedlund; rt-users at lists.fsck.com > Subject: Re: [rt-users] RT to go? Dependency graphs? > > > A simple solution would be to mysqldump the database on the server, > > and rsync the data over to your laptop, and then make an import on > > your local setup. > > Yes, that would do it. However, that would lead to all of the data > being brought over the network (and imported) each time, while using > replication would bring this down to just deltas. Yes, with > sufficiently infrequent deltas the update log may actually be larger > than the end result, but that is not the environment I'm interested in > and not typical of a ticketing system with thousands of old (hopefully > resolved) tickets laying around in the database. I am also interested in this feature. In our case, we consider to offer a "read-only" RT system, which will be accessible to our customers via Internet. More precisely, that system will be web-housed at an ISP, whereas the "read-write" RT system will be in our company network (the company network is connected to Internet via dial-on-demand). IMO MySQL replication should not be any problem. Not that I am a MySQL expert but I just had a look at the documentation : http://www.mysql.org/documentation/mysql/bychapter/manual_MySQL_Database_Administration.html#Replication One-way replication (since MySQL 3.23.15) should suffice for our needs... Moreover, the Q&A says: Q: Does the slave need to be connected to the master all the time? A: No, it does not. You can have the slave go down or stay disconnected for hours or even days, then reconnect, catch up on the updates, and then disconnect or go down for a while again. ... Comments are welcome. Personally I will have to wait for some time until I can try out such a set up (waiting for another machine). If anybody tries out something similar I would love to hear about it. Regards, Patrick De Muynck, CCIE DreamTech -- Athens From patrick at dreamtech.gr Tue Apr 16 07:35:28 2002 From: patrick at dreamtech.gr (Patrick De Muynck) Date: Tue, 16 Apr 2002 14:35:28 +0300 Subject: [rt-users] some RT2 features and questions Message-ID: <09D6C51729AB36478F3C76FA6BE55FFB02440F@matrix.dreamtech.gr> > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Wednesday, September 05, 2001 7:52 PM > To: Patrick DeMuink > Cc: 'rt-users at lists.fsck.com' > Subject: Re: [rt-users] some RT2 features and questions > > - MIME and Greek font support (charset="iso-8859-7") > > Any caveats here? > > Can MIME incoming e-mail be handled or is there still some > > kind of "stripmime" trick needed? (see RT1 FAQ) > > It should just work. I'd love to hear your results. This works fine indeed. Of course you must select Greek encoding settings for the WEB interface. Regards, Patrick De Muynck, CCIE DreamTech -- Athens From wash at wananchi.biz Tue Apr 16 07:47:50 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Tue, 16 Apr 2002 14:47:50 +0300 Subject: [rt-users] Re: [rt-devel] HELP In-Reply-To: <20020415132927.F94800@nixc.net> References: <011401c1d498$9cfe17e0$320aa8c0@elgin.tx.wdsl.totalaccess.net> <20020415132927.F94800@nixc.net> Message-ID: <20020416114750.GZ89191@ns2.wananchi.com> * Darrin Walton [20020415 20:38]: wrote: > First; this should go to rt-users, not rt-devel. > > |+ I recently had some clown send over 2000 tracker messages to the server we used for our RT tracker. > |+ This of course clogged the system up, and I needed to know how to remove just these tracker issues > |+ from the system without having to dump the database files as a friend recommended. > > Why not go to the search menu, search for the tickets in question (I am > assuming they have a common element, like subject, or email address, or > something), select 'Update all these tickets at once', if there are some > tickets you don't want to update, unselect the 'Update' box, then change > the status to 'Dead'. Hello rt-users, I once was desparate when some junkie sent us 50 e-mails on the same subject and I though the best thing was to delete them. I tried the --help opt of the rt binary but no reference was there to delete. So I just wanted to ask what the effect of "Dead" is? Is it the best option we have instead of deleting. If that is the case, I also want to mention that when I am in a queue's listing, under search criteria there appears: Search Criteria New search Bookmarkable URL for this search Queue = cs [delete] Status = open [delete] Status = new [delete] What does the [delete] do? It doesn't seem to do anything in my case. Of course I could be dumb on this, having missed some part of TFM ;-) -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) ++ She missed an invaluable opportunity to give him a look that you could have poured on a waffle ... From hwagener at hamburg.fcb.com Tue Apr 16 08:04:12 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 16 Apr 2002 14:04:12 +0200 Subject: [rt-users] Re: [rt-devel] HELP References: <011401c1d498$9cfe17e0$320aa8c0@elgin.tx.wdsl.totalaccess.net> <20020415132927.F94800@nixc.net> <20020416114750.GZ89191@ns2.wananchi.com> Message-ID: <3CBC133C.2060600@hamburg.fcb.com> Odhiambo Washington wrote: > * Darrin Walton [20020415 20:38]: wrote: > >>First; this should go to rt-users, not rt-devel. >> >> |+ I recently had some clown send over 2000 tracker messages to the server we used for our RT tracker. >> |+ This of course clogged the system up, and I needed to know how to remove just these tracker issues >> |+ from the system without having to dump the database files as a friend recommended. >> >>Why not go to the search menu, search for the tickets in question (I am >>assuming they have a common element, like subject, or email address, or >>something), select 'Update all these tickets at once', if there are some >>tickets you don't want to update, unselect the 'Update' box, then change >>the status to 'Dead'. > > > > > Hello rt-users, > > I once was desparate when some junkie sent us 50 e-mails on the same subject and I though > the best thing was to delete them. I tried the --help opt of the rt binary but no reference > was there to delete. For referential inegrity reasons, there is no advertized way to delete tickets from an existing RT database. You would need to use a special add on for that (in the contribution area, in the CensorWare folder) if You really want to do it (and risk screwing up Your database). > So I just wanted to ask what the effect of "Dead" is? Is it the best > option we have instead of deleting. If that is the case, I also want to mention that when > I am in a queue's listing, under search criteria there appears: Dead is used by the above mentioned Censorware script. It might be, that dead tickets are not auto-opened by replies or such, and it might be they are not shown in searches matching otherwise unless the dead status is explicitly in Your search expression, but I don't know actually. [snip] > Queue = cs [delete] > Status = open [delete] > Status = new [delete] > > > What does the [delete] do? It doesn't seem to do anything in my case. Of course I could be > dumb on this, having missed some part of TFM ;-) The delete deletes that token from Your search expression. The above would look into queue cs where the status is open or new. Would You delete the Queue qualifier, it would show all tickets that are open or new, regardless of Queue. Regards, Harald PS: By the way: Your sig is not McQ, or I don't know what the ++ means -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From sebastian at flothow.de Tue Apr 16 09:01:19 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Tue, 16 Apr 2002 15:01:19 +0200 Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters In-Reply-To: <20020411101408.GD9530@staff.netaktiv.com> References: <20020325111106.GA32071@staff.netaktiv.com> <20020404132328.GA18583@staff.netaktiv.com> <20020411101408.GD9530@staff.netaktiv.com> Message-ID: At 12:14 Uhr +0200 11.4.2002, Stephane Bortzmeyer wrote: >It was against 2.0.11. The code in lib/RT/Template.pm changed a lot in >2.0.13, I'll update the patch. Can you give an estimate of when it's going to be done? Or, could someone give me a hint where in the code would be the right place to add "charset=iso-8859-1" to the headers of outgoing mail? I had a look in some files, but since I don't know all these CPAN modules used by RT, I couldn't find a place where I was confident enough that hacking something in would do the right thing. Unfortunately, RT is almost unusable for us without this, because the server handling all outgoing mail insists on appending "charset=unknown-8bit" when the charset isn't specified, which in turn causes Outlook to replace the message body with a warning that it contains 'unsupported' characters. Outlook provides the original message as an attachment, but that's far from comfortable. Thanks, -- Sebastian Flothow sebastian at flothow.de #include From pawal at blipp.com Tue Apr 16 06:09:10 2002 From: pawal at blipp.com (Patrik Wallstrom) Date: Tue, 16 Apr 2002 12:09:10 +0200 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <2clmbox8p6.fsf@snout.autonomica.net> References: <2c3cxw1q3x.fsf@snout.autonomica.net> <20020416065823.GP2473@vic20.blipp.com> <2clmbox8p6.fsf@snout.autonomica.net> Message-ID: <20020416100910.GB1742@vic20.blipp.com> On Tue, 16 Apr 2002, Johan Ihren wrote: > > A simple solution would be to mysqldump the database on the server, > > and rsync the data over to your laptop, and then make an import on > > your local setup. > > Yes, that would do it. However, that would lead to all of the data > being brought over the network (and imported) each time, while using > replication would bring this down to just deltas. Yes, with > sufficiently infrequent deltas the update log may actually be larger > than the end result, but that is not the environment I'm interested in > and not typical of a ticketing system with thousands of old (hopefully > resolved) tickets laying around in the database. No, rsync is intelligent, you should look into it. It can sync through ssh, or what you prefer. But you have a point, all data is imported each time. This is bad if you want write-access in your read-only client db. Maybe you can diff the data on the server between exports, and use the intelligent SQL output from mysqldump to recreate the database on the "client". Btw, this is the output from rsync when I sync mail: wrote 58862 bytes read 90700 bytes 3021.45 bytes/sec total size is 72043419 speedup is 481.70 -- patrik_wallstrom->foodfight->pawal at blipp.com->+46-709580442 From bd at bm.keyware.com Tue Apr 16 10:28:52 2002 From: bd at bm.keyware.com (Bart Duchesne) Date: 16 Apr 2002 16:28:52 +0200 Subject: [rt-users] Told field Message-ID: <1018967333.26605.10.camel@bd> Hi all, We have RT running for over a month now and we are adding extra functionality every day because it's such a fine product to extend and tune at our own site specific needs. But I'm a bit confused about the Told field. If we, the internal RT users at the support desk, correspond on a ticket with the requestor, the Told and Last fields are updated as they should. If now a requestor (external user / not privilidged ) corresponds about the ticket the Told and Last fields are updated too. Is this correct behaviour ? I thought only the Last field was updated and that the Told field is only updated on 'outgoing' correspondance ? Is there another way that we can see if any correspondance has been added to a ticket by the 'external users' (requestors) ? thx, -- Bart Duchesne ----------------------------------------------------------- Keyware -- Computerworld's Emerging Company to Watch 2002 "Identifying the World" Leuvensesteenweg 282, 3190 Boortmeerbeek, Belgium Tel: +32 (0)15 50.44.00 Fax: +32 (0)15 50.44.09 Excelsiorlaan 32-34, 1930 Zaventem, Belgium Phone: +32 (2) 704.44.00 - Fax: +32 (2) 721.69.49 mailto:bduchesne at keyware.com support: support.axsguard at keyware.com http://www.keyware.com and http://www.axsguard.com From Ramon.Crespo at stis.com Tue Apr 16 11:50:59 2002 From: Ramon.Crespo at stis.com (Crespo, Ramon) Date: Tue, 16 Apr 2002 11:50:59 -0400 Subject: [rt-users] Search for all Tickets Period Message-ID: Hello Everyone, Is there any way to get a list of all tickets in the system. I tried a search with no parameters and it didn't work. I would figure that this would give me the results I yearned for. Thanks in advance, Ramon Crespo From awfief at usg.tufts.edu Tue Apr 16 11:53:06 2002 From: awfief at usg.tufts.edu (Sheeri Kritzer) Date: Tue, 16 Apr 2002 11:53:06 -0400 (EDT) Subject: [rt-users] Search for all Tickets Period In-Reply-To: Message-ID: search for all tickets created before tomorrow. :) And you may want to show more than 50 results per page (the default). -- Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu On Tue, 16 Apr 2002, Crespo, Ramon wrote: > Hello Everyone, > > Is there any way to get a list of all tickets in the system. I tried a > search with no parameters and it didn't work. I would figure that this would > give me the results I yearned for. > > Thanks in advance, > Ramon Crespo > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From tech at ekn.com Tue Apr 16 12:26:54 2002 From: tech at ekn.com (Joseph) Date: 16 Apr 2002 12:26:54 -0400 Subject: [rt-users] Installation trouble Message-ID: <1018974414.13284.62.camel@dev01.ekn.com> I have removed the rpm's from my RH 7.2 install and did a clean apache/mod_perl/php4 install. Also I manually installed all the perl mods listed. However when I try to start apache with the virtualhost stuff in the conf file it always crashes with this: Starting httpd: [Tue Apr 16 12:18:10 2002] [error] Can't load '/usr/lib/perl5/site_perl/5.6.1/i386-linux/auto/Apache/Cookie/Cookie.so' for module Apache::Cookie: libapreq.so.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.6.1/i386-linux/DynaLoader.pm line 206. at /usr/lib/perl5/site_perl/5.6.1/i386-linux/mod_perl.pm line 14 Compilation failed in require at /data/rt/bin/webmux.pl line 80. BEGIN failed--compilation aborted at /data/rt/bin/webmux.pl line 80. Compilation failed in require at (eval 5) line 1. Syntax error on line 133 of /etc/httpd/conf/httpd.conf: Can't load '/usr/lib/perl5/site_perl/5.6.1/i386-linux/auto/Apache/Cookie/Cookie.so' for module Apache::Cookie: libapreq.so.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.6.1/i386-linux/DynaLoader.pm line 206. at /usr/lib/perl5/site_perl/5.6.1/i386-linux/mod_perl.pm line 14 Compilation failed in require at /data/rt/bin/webmux.pl line 80. BEGIN failed--compilation aborted at /data/rt/bin/webmux.pl line 80. Compilation failed in require at (eval 5) line 1. Here is the conf part: DocumentRoot /data/rt/WebRT/html/ ServerName rt.ekn.com ServerAlias rt PerlModule Apache::DBI PerlFreshRestart On PerlRequire /data/rt/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason I have spent a lot of time installing and reinstalling perl. I removed ALL traces of perl and reinstalled 5.6.1 from the tarballs. Any suggestions would be greatly appreciated. -- respectfully, Joseph (606) 477-7551 From bruce_campbell at ripe.net Tue Apr 16 12:31:14 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 16 Apr 2002 18:31:14 +0200 (CEST) Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <1018915840.8782.23.camel@rob> Message-ID: On 15 Apr 2002, Rob Walker wrote: > On Mon, 2002-04-15 at 10:07, Johan Ihren wrote: > > > To make things worse, we are not always in one place. We travel, we > > lose Internet connectivity (typically in hotel rooms, airports, > > etc). At the same time such (disconnected) occasions are often the > > best to get things off your personal list of things to do. > > > > So what I would like to do is run RT on top of a replicated MySQL > > db with slave replicas in our laptops. I fully realize that I The RIPE NCC Operation's ticket system runs on replicated mysql servers for redundancy and general paranoia reasons. I have considered directing read operations to one server, and write operations to the master, but haven't gotten around to that as yet. Your main limitation with running replication from your master to your laptop-slaves (the only way to do this, obviously over a secured transport) is to ensure that each slave has enough disk to keep the entire database. This is not a serious problem in today's high-disk-capacity world. > With disconnected operations, how do you create a new ticket? Have my > userid in the name of it? I don't know, myself, I haven't put that much > brainpower into it. I'll say 'trivial in concept, not so trivial in implementation'. The main problem that you face is keeping the same numbering system. Once you realise that you don't need to, you've got a lot more options open. Elsewhere in the thread, we're using database replication. Cool, lets continue to do so. Lets assume that example.com has an rt system, with its numbering system looking like '[example.com #321]'. Lets assume that the database behind this runs on 'master.example.com' in the 'rt' database. (master:rt). Lets also assume that master:rt is replicated to every slave (laptop) that example.com has, as slaveX.example.com:rt . Easy-peasy so far. Now, if we give each slave their own database and numbering system, eg 'slaveX:slaveX' and '[slaveX.example.com #123]', we can get updates sent back to the master server by having the master database server be a slave for each seperate slaveX database. The Links table can provide the linkage between '[example.com #321]' and '[slaveX.example.com #123]'. A little bit of magic on the master (also on the customised RT install on each slave) keeps everything in sync between the various slaveX databases and the main RT databases. ( I have a feeling that this is one of those things where I can see the solution clearly, but don't have a suitable X-dimensional drawing instrument to put the solution down on ) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From mbrad1 at iastate.edu Tue Apr 16 12:39:28 2002 From: mbrad1 at iastate.edu (Matt Bradshaw) Date: Tue, 16 Apr 2002 11:39:28 -0500 (CDT) Subject: [rt-users] Re: RT installation problem Message-ID: prasad, i'm running into the same problem... :( i'm thinking it may have something to do w/ mason's interface changing a bit. but i'm not positive. i'm a perl and rt newbie. but maybe that'll help some. if you figure it out, please share what you did. thanks! regards, -matt Q: how many crypto-anarchists does it take to adjust a camcorder? A: sffd;9d9843klf;f3443587falkj4409509lk4ldffdsdf0909454 From bruce_campbell at ripe.net Tue Apr 16 12:44:07 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 16 Apr 2002 18:44:07 +0200 (CEST) Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <20020416100910.GB1742@vic20.blipp.com> Message-ID: On Tue, 16 Apr 2002, Patrik Wallstrom wrote: > No, rsync is intelligent, you should look into it. It can sync through > ssh, or what you prefer. Databases are slightly different creatures, and generally don't take kindly to having their raw files changed without their knowledge. Please don't consider using rsync on active database files. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From mbrad1 at iastate.edu Tue Apr 16 13:06:01 2002 From: mbrad1 at iastate.edu (Matt Bradshaw) Date: Tue, 16 Apr 2002 12:06:01 -0500 (CDT) Subject: [rt-users] Re: RT installation problem In-Reply-To: Message-ID: prasad, hello. :) i was able to get it working by downgrading html::mason to version 1.02. regards, -matt On Tue, 16 Apr 2002, Matt Bradshaw wrote: > prasad, > > i'm running into the same problem... :( > > i'm thinking it may have something to do w/ mason's interface changing a > bit. but i'm not positive. i'm a perl and rt newbie. but maybe that'll > help some. > > if you figure it out, please share what you did. thanks! > > regards, > > -matt > > Q: how many crypto-anarchists does it take to adjust a camcorder? > A: sffd;9d9843klf;f3443587falkj4409509lk4ldffdsdf0909454 > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > -- Q: how many crypto-anarchists does it take to adjust a camcorder? A: sffd;9d9843klf;f3443587falkj4409509lk4ldffdsdf0909454 From pawal at blipp.com Tue Apr 16 13:10:39 2002 From: pawal at blipp.com (Patrik Wallstrom) Date: Tue, 16 Apr 2002 19:10:39 +0200 Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: References: <20020416100910.GB1742@vic20.blipp.com> Message-ID: <20020416171039.GU1742@vic20.blipp.com> On Tue, 16 Apr 2002, Bruce Campbell wrote: > > No, rsync is intelligent, you should look into it. It can sync through > > ssh, or what you prefer. > > Databases are slightly different creatures, and generally don't take > kindly to having their raw files changed without their knowledge. Please > don't consider using rsync on active database files. My suggestion was regarding the replication of a mysqldump file with pure SQL-statements used for importing to the slave database. You can mysqldump an active database. -- patrik_wallstrom->foodfight->pawal at blipp.com->+46-709580442 From tech at ekn.com Tue Apr 16 13:36:58 2002 From: tech at ekn.com (Joseph) Date: 16 Apr 2002 13:36:58 -0400 Subject: [rt-users] Re: RT installation problem In-Reply-To: References: Message-ID: <1018978619.13283.73.camel@dev01.ekn.com> Good for you! I tried downgrading to. Here is what the dependency check shows: /data//rt/rt-2-0-13/tools/testdeps -warn pg Checking for Digest::MD5...found Checking for Storable...found Checking for DBI 1.18 ...found Checking for DBIx::DataSource 0.02 ...found Checking for DBIx::SearchBuilder 0.48 ...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 1.02 ...found Checking for CGI::Cookie 1.20 ...found Checking for Apache::Cookie...found Checking for Apache::Session 1.53 ...found Checking for Date::Parse...found Checking for Date::Format...found Checking for MIME::Entity 5.108 ...found Checking for Mail::Mailer 1.20 ...found Checking for Getopt::Long 2.24 ...found Checking for Tie::IxHash...found Checking for Text::Wrapper...found Checking for Text::Template...found Checking for File::Spec 0.8 ...found Checking for Errno...found Checking for FreezeThaw...found Checking for File::Temp...found Checking for Log::Dispatch 1.6 ...found Checking for DBD::Pg ...found What else can I try? How do these versions match up? On Tue, 2002-04-16 at 13:06, Matt Bradshaw wrote: > prasad, > > hello. :) > > i was able to get it working by downgrading html::mason to version 1.02. > > regards, > > -matt > > On Tue, 16 Apr 2002, Matt Bradshaw wrote: > > > prasad, > > > > i'm running into the same problem... :( > > > > i'm thinking it may have something to do w/ mason's interface changing a > > bit. but i'm not positive. i'm a perl and rt newbie. but maybe that'll > > help some. > > > > if you figure it out, please share what you did. thanks! > > > > regards, > > > > -matt > > > > Q: how many crypto-anarchists does it take to adjust a camcorder? > > A: sffd;9d9843klf;f3443587falkj4409509lk4ldffdsdf0909454 > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > > -- > > Q: how many crypto-anarchists does it take to adjust a camcorder? > A: sffd;9d9843klf;f3443587falkj4409509lk4ldffdsdf0909454 > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- respectfully, Joseph (606) 477-7551 From mbrad1 at iastate.edu Tue Apr 16 13:52:49 2002 From: mbrad1 at iastate.edu (Matt Bradshaw) Date: Tue, 16 Apr 2002 12:52:49 -0500 (CDT) Subject: [rt-users] Re: RT installation problem In-Reply-To: <1018978619.13283.73.camel@dev01.ekn.com> Message-ID: joseph, hrm... from looking at your earlier post, i'm not sure if we were having the same problem(s). my problem was that on apache startup, i'd get complaints about... ***** Variable "$m" is not imported at /opt/rt2/bin/webmux.pl line 94. [Tue Apr 16 12:04:26 2002] [error] Global symbol "$m" requires explicit package name at /opt/rt2/bin/webmux.pl line 94. ***** i'd imagine that everyone using the latest html::mason would see that error somewhere in the process of installation though. the testdeps script also said that rt dependencies were satisfied in my case. but 1.09 wouldn't work for me. i'd examine the file (/usr/lib/perl5/site_perl/5.6.1/HTML/Mason.pm in my case) and look to see if you're running 1.02. i hope this helps. but i may be leading you up the wrong tree. regards, -matt On 16 Apr 2002, Joseph wrote: > Good for you! > > I tried downgrading to. > Here is what the dependency check shows: > > /data//rt/rt-2-0-13/tools/testdeps -warn pg > Checking for Digest::MD5...found > Checking for Storable...found > Checking for DBI 1.18 ...found > Checking for DBIx::DataSource 0.02 ...found > Checking for DBIx::SearchBuilder 0.48 ...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 1.02 ...found > Checking for CGI::Cookie 1.20 ...found > Checking for Apache::Cookie...found > Checking for Apache::Session 1.53 ...found > Checking for Date::Parse...found > Checking for Date::Format...found > Checking for MIME::Entity 5.108 ...found > Checking for Mail::Mailer 1.20 ...found > Checking for Getopt::Long 2.24 ...found > Checking for Tie::IxHash...found > Checking for Text::Wrapper...found > Checking for Text::Template...found > Checking for File::Spec 0.8 ...found > Checking for Errno...found > Checking for FreezeThaw...found > Checking for File::Temp...found > Checking for Log::Dispatch 1.6 ...found > Checking for DBD::Pg ...found > > What else can I try? > How do these versions match up? > Q: how many crypto-anarchists does it take to adjust a camcorder? A: sffd;9d9843klf;f3443587falkj4409509lk4ldffdsdf0909454 From ole.schelde at a-aarhus.dk Tue Apr 16 16:21:52 2002 From: ole.schelde at a-aarhus.dk (Ole Schelde) Date: Tue, 16 Apr 2002 22:21:52 +0200 Subject: SV: [rt-users] Installation trouble Message-ID: <02712dbd551a0f3051bac83fd505e5d23cbc88e6@mail.a-aarhus.dk> I have recently installed RT on RedHat 7.2. I did a new installation of RedHat 7.2 and after that I used "up2date" to get all new packages and patches from RedHat. Then I installed RT in the default location following the installation manual and used "make fixdeps" to install the modules. Remember to install Apache::DBI by hand. I used Webmin to configure Apache and placed RT in a virtual domain. That was it - everything works without problems. Ole -----Oprindelig meddelelse----- Fra: Joseph [mailto:tech at ekn.com] Sendt: 16. april 2002 18:27 Til: rt-users at lists.fsck.com Emne: [rt-users] Installation trouble I have removed the rpm's from my RH 7.2 install and did a clean apache/mod_perl/php4 install. Also I manually installed all the perl mods listed. However when I try to start apache with the virtualhost stuff in the conf file it always crashes with this: Starting httpd: [Tue Apr 16 12:18:10 2002] [error] Can't load '/usr/lib/perl5/site_perl/5.6.1/i386-linux/auto/Apache/Cookie/Cookie.so' for module Apache::Cookie: libapreq.so.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.6.1/i386-linux/DynaLoader.pm line 206. at /usr/lib/perl5/site_perl/5.6.1/i386-linux/mod_perl.pm line 14 Compilation failed in require at /data/rt/bin/webmux.pl line 80. BEGIN failed--compilation aborted at /data/rt/bin/webmux.pl line 80. Compilation failed in require at (eval 5) line 1. Syntax error on line 133 of /etc/httpd/conf/httpd.conf: Can't load '/usr/lib/perl5/site_perl/5.6.1/i386-linux/auto/Apache/Cookie/Cookie.so' for module Apache::Cookie: libapreq.so.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.6.1/i386-linux/DynaLoader.pm line 206. at /usr/lib/perl5/site_perl/5.6.1/i386-linux/mod_perl.pm line 14 Compilation failed in require at /data/rt/bin/webmux.pl line 80. BEGIN failed--compilation aborted at /data/rt/bin/webmux.pl line 80. Compilation failed in require at (eval 5) line 1. Here is the conf part: DocumentRoot /data/rt/WebRT/html/ ServerName rt.ekn.com ServerAlias rt PerlModule Apache::DBI PerlFreshRestart On PerlRequire /data/rt/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason I have spent a lot of time installing and reinstalling perl. I removed ALL traces of perl and reinstalled 5.6.1 from the tarballs. Any suggestions would be greatly appreciated. -- respectfully, Joseph (606) 477-7551 _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From jesse at bestpractical.com Tue Apr 16 16:26:40 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 16 Apr 2002 16:26:40 -0400 Subject: [rt-users] RT to go Message-ID: <20020416162640.T19727@fsck.com> [I'm terribly busy this week, but I figure I should probably at least chime in here] RT to go is something that I've definitely been pondering for some time. The degenerate case that I wanted for quite a while was to be able to sync RT to a todo-list like application on a palmpilot. Sadly, the standard todo application doesn't keep track of enough metadata to actually allow you to "check-off" tasks on a pilot. A "disconnected" mode for RT that involved a local RT miniserver which could sync with a master server and then allow a limited range of operations on tickets is something that I see as hard, but definitely doable. I suspect it's in the "2-3 months of my time to do right" bucket, but, of course, I'd want to spec things out a bit better. The last time I did serious design for this was before the RT 2.0 codebase was written. An easier solution would probably be to craft a set of mason templates which render a spider-safe version of of the web ui, which contains only internal links, and retargets the various action links at mailto: URLs. I could also see a mini-app which uses the enhanced mailgateway to allow ticket updates and creation via a cute web gui and the enhanced mailgateway as has been discussed earlier. For my personal use, I've found that a couple of simple reports, like http://fsck.com/rt2/NoAuth/Buglist.html and the wapRT wireless frontend have eliminiated most of my need for disconnected RT. If you are interested in having me work on disconnected RT, definitely drop a line to sales at bestpractical.com. Best, Jesse -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. From bje at apnic.net Tue Apr 16 21:59:07 2002 From: bje at apnic.net (Byron Ellacott) Date: 17 Apr 2002 11:59:07 +1000 Subject: [rt-users] RT thinks some email addresses are invalid In-Reply-To: <20020416111640.1558b6ad.toni.willberg@atbusiness.com> References: <20020416111640.1558b6ad.toni.willberg@atbusiness.com> Message-ID: <1019008747.20907.7.camel@ping> On Tue, 2002-04-16 at 18:16, Toni Willberg wrote: > I found out that RT does not access some email addresses, it yells: > "EmailAddress: Illegal value for EmailAddress" The address was in format > "firstname.lastname at example.com", no special characters, just [a-z]. An email address is considered "Illegal" if it is already attached to another User, this could be your problem. > I tried to find the piece of code that does the checking, but failed. > Can someone point current location? I'd like to check how it check the > address. You're looking for ValidateEmailAddress in lib/RT/User.pm -- bje From scott at xs4all.nl Wed Apr 17 04:55:19 2002 From: scott at xs4all.nl (Scott A. McIntyre) Date: Wed, 17 Apr 2002 10:55:19 +0200 Subject: [rt-users] "Forward" to 3rd party patch In-Reply-To: <20020318145125.GB13632@netthink.co.uk> References: <20020318145125.GB13632@netthink.co.uk> Message-ID: <20020417085519.GA31459@xs4all.nl> Hi all, > action to each transaction. This allows you to forward a transaction onto a > third party. If the third party happens to have permission to correspond on > the ticket, then they'll be able to reply straight back into RT. Very cool patch that I know a lot of people have been looking for. However, it doesn't actually work for me and I'm not seeing any logical reason why not. The scripactions and scripconditions tables have been updated, and indeed, both are visible in Scrips (is this required for Forwarding to work, by the way? That you need a OnForward condition, with the right template, etc? Tried it, no effect, indeed, it breaks with not being able to find the RT::Conditition::Forward module) The [Forward] tag appears, and indeed, it takes the address in the update page, but submission returns back to the ticket with no mail being generated and no updates having taken place (that is, no "Ticket forwarded by to
") > - else { > + } elsif ($args{ARGSRef}->{'UpdateType'} eq 'forward') { (from Web.pm) In the latest rt, this syntax has changed slightly: } elsif ( $trans_type eq 'Correspond' && $trans_flag >= 0 ) And so on...I've tried this in both fashions, in the hopes of getting forwarding to work, no joy. > + ( ForwardTo => $args{ARGSRef}->{'ForwardTo'}, > + BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, > + MIMEObj => $Message, > + TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'}); > + push(@{$args{Actions}}, $Description); > + } else { > push(@{$args{'Actions'}}, "Update type was neither correspondence nor comment. Update not recorded"); > } > } Curiously, and perhaps this is where I'm going wrong still, I needed an additional closing brace within ProcessUpdateMessage() or Apache wouldn't start. This makes the relevant bit: if ( $trans_type eq 'Comment' && $trans_flag >= 0 ) { my ( $Transaction, $Description ) = $args{TicketObj}->Comment( CcMessageTo => $args{ARGSRef}->{'UpdateCc'}, BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, MIMEObj => $Message, TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'} ); push ( @{ $args{Actions} }, $Description ); } elsif ( $trans_type eq 'Correspond' && $trans_flag >= 0 ) { my ( $Transaction, $Description ) = $args{TicketObj}->Correspond( CcMessageTo => $args{ARGSRef}->{'UpdateCc'}, BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, MIMEObj => $Message, TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'} ); push ( @{ $args{Actions} }, $Description ); } elsif ($args{ARGSRef}->{'UpdateType'} eq 'forward') { my ( $Transaction, $Description) = $args{TicketObj}->Forward( ForwardTo => $args{ARGSRef}->{'ForwardTo'}, BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, MIMEObj => $Message, TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'}); push( @{ $args{Actions} }, $Description); } else { push ( @{ $args{'Actions'} }, "Update type was neither correspondence nor comment nor forward. Update not recorded"); } } } } I've been staring at the function for a few hours, so I may be missing something obvious. I've also tried the elsif as: } elsif ( $trans_type eq 'forward') { and } elsif ( $trans_type eq 'forward' && $trans_flag >=0 ) { Also, no change in actually forwarding. Sorry for the braindeadness of the question, I know the solution is close (and yes, I've restarted apache), but not quite close enough. Any thoughts on the obvious, or non-obvious, would be appreciated. This is for rt-2-0-13, by the way. Thanks, Scott From vsra at lucent.com Wed Apr 17 05:18:33 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Wed, 17 Apr 2002 14:48:33 +0530 Subject: [rt-users] Re: RT installation problem Message-ID: Great!! I tried downgrading, but am caught up in a different problem. When I open my http://exceed1/rt2/ I get this "500 Internal Server Error" any idea? Here's what my error_log of apache shows - [Wed Apr 17 14:38:06 2002] [error] Can't locate object method "connect" via pack age "Apache::DBI::connect" at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/ DBI.pm line 471. [Wed Apr 17 14:38:55 2002] [error] Can't locate object method "connect" via pack age "Apache::DBI::connect" at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/ DBI.pm line 471. Did I mess up somewhere again? TIA, -Prasad -----Original Message----- From: Matt Bradshaw [mailto:mbrad1 at iastate.edu] Sent: Tuesday, April 16, 2002 10:36 PM To: rt-users at fsck.com Cc: vsra at lucent.com Subject: Re: [rt-users] Re: RT installation problem prasad, hello. :) i was able to get it working by downgrading html::mason to version 1.02. regards, -matt On Tue, 16 Apr 2002, Matt Bradshaw wrote: > prasad, > > i'm running into the same problem... :( > > i'm thinking it may have something to do w/ mason's interface changing a > bit. but i'm not positive. i'm a perl and rt newbie. but maybe that'll > help some. > > if you figure it out, please share what you did. thanks! > > regards, > > -matt > > Q: how many crypto-anarchists does it take to adjust a camcorder? > A: sffd;9d9843klf;f3443587falkj4409509lk4ldffdsdf0909454 > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > -- Q: how many crypto-anarchists does it take to adjust a camcorder? A: sffd;9d9843klf;f3443587falkj4409509lk4ldffdsdf0909454 _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From patrick at dreamtech.gr Wed Apr 17 05:33:49 2002 From: patrick at dreamtech.gr (Patrick De Muynck) Date: Wed, 17 Apr 2002 12:33:49 +0300 Subject: [rt-users] RT to go? Dependency graphs? Message-ID: <09D6C51729AB36478F3C76FA6BE55FFB024412@matrix.dreamtech.gr> > -----Original Message----- > From: Bruce Campbell [mailto:bruce_campbell at ripe.net] > Sent: Tuesday, April 16, 2002 7:31 PM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] RT to go? Dependency graphs? > > > > The RIPE NCC Operation's ticket system runs on replicated > mysql servers > for redundancy and general paranoia reasons. I have > considered directing > read operations to one server, and write operations to the master, but > haven't gotten around to that as yet. Good to hear replicated MySQL servers are being used already. To return to Johan Ihren's initial question: consider that we want to deploy an RT slave-server which is used strictly in read-only mode (searching and viewing tickets). Would it be possible to run a read-only RT slave-server as follows? -> halt RT on the master server -> install MySQL on the slave server and configure 1-way replication of the rt database from the master to the slave server -> install RT on the slave server, and subsequently modify the DB_RT_USER user in MySQL so that he only has read-access to the RT tables -> re(start) RT on the master server and on the slave server This surely won't win a prize for elegance, but will it work at all? The idea of DB_RT_USER only having read-access to MySQL tables would enforce data-integrity (all updates are forced to happen on the master server). The question is if the RT on the slave server will work at all? (assuming users there only search and view tickets). Thanks, Patrick From vsra at lucent.com Wed Apr 17 05:33:52 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Wed, 17 Apr 2002 15:03:52 +0530 Subject: [rt-users] Re: RT installation problem Message-ID: BTW, my index.html under /opt/rt2/WebRT/html looks like this..Is this how it is supposed to be?? ---------------------------------------------------------------------------- --------- <& /Elements/Header, Title=>"Start page", Refresh => $session{'home_refresh_inte rval'} &> <& /Elements/Tabs, current_toptab => '' &>
<& /Elements/CustomHomepageHeader, %ARGS &> <& /Elements/MyTickets &>
<& /Elements/MyRequests &>
<& /Elements/Quicksearch &>
<& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_ refresh_interval'} &>
<%init> if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } ---------------------------------------------------------------------------- ------------- regards -Prasad -----Original Message----- From: V S R A, Prasad (Prasad) [mailto:vsra at lucent.com] Sent: Wednesday, April 17, 2002 2:49 PM To: rt-users at fsck.com Subject: RE: [rt-users] Re: RT installation problem Great!! I tried downgrading, but am caught up in a different problem. When I open my http://exceed1/rt2/ I get this "500 Internal Server Error" any idea? Here's what my error_log of apache shows - [Wed Apr 17 14:38:06 2002] [error] Can't locate object method "connect" via pack age "Apache::DBI::connect" at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/ DBI.pm line 471. [Wed Apr 17 14:38:55 2002] [error] Can't locate object method "connect" via pack age "Apache::DBI::connect" at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/ DBI.pm line 471. Did I mess up somewhere again? TIA, -Prasad -----Original Message----- From: Matt Bradshaw [mailto:mbrad1 at iastate.edu] Sent: Tuesday, April 16, 2002 10:36 PM To: rt-users at fsck.com Cc: vsra at lucent.com Subject: Re: [rt-users] Re: RT installation problem prasad, hello. :) i was able to get it working by downgrading html::mason to version 1.02. regards, -matt On Tue, 16 Apr 2002, Matt Bradshaw wrote: > prasad, > > i'm running into the same problem... :( > > i'm thinking it may have something to do w/ mason's interface changing a > bit. but i'm not positive. i'm a perl and rt newbie. but maybe that'll > help some. > > if you figure it out, please share what you did. thanks! > > regards, > > -matt > > Q: how many crypto-anarchists does it take to adjust a camcorder? > A: sffd;9d9843klf;f3443587falkj4409509lk4ldffdsdf0909454 > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > -- Q: how many crypto-anarchists does it take to adjust a camcorder? A: sffd;9d9843klf;f3443587falkj4409509lk4ldffdsdf0909454 _______________________________________________ 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 toni.willberg at atbusiness.com Wed Apr 17 05:36:06 2002 From: toni.willberg at atbusiness.com (Toni Willberg) Date: Wed, 17 Apr 2002 12:36:06 +0300 Subject: [rt-users] RT thinks some email addresses are invalid In-Reply-To: <1019008747.20907.7.camel@ping> References: <20020416111640.1558b6ad.toni.willberg@atbusiness.com> <1019008747.20907.7.camel@ping> Message-ID: <20020417123606.347f2cba.toni.willberg@atbusiness.com> On 17 Apr 2002 11:59:07 +1000 "Byron Ellacott" wrote: > On Tue, 2002-04-16 at 18:16, Toni Willberg wrote: > > I found out that RT does not access some email addresses, it yells: > > "EmailAddress: Illegal value for EmailAddress" The address was in > > format"firstname.lastname at example.com", no special characters, just > > [a-z]. > > An email address is considered "Illegal" if it is already attached to > another User, this could be your problem. > Thanks! Indeed there was autocreated user by that email address already... But because there seems to be no way removing (even) autocreated users, I just changed it's email address. Problem solved. Ofcourse author should make more logic there and make RT print out why it's illegal (=duplicate address). - Toni From k.habighorst at pelion12.de Wed Apr 17 06:10:08 2002 From: k.habighorst at pelion12.de (Kai Habighorst) Date: Wed, 17 Apr 2002 12:10:08 +0200 Subject: [rt-users] Sending attachments as a reply Message-ID: <20020417121008.C6222@calvin.hannover.sgh-net.de> Hallo all, is there any possibility to send attachments to a requestor? By using the ticket system. Regards, -- Kai Habighorst Support pelion XII AG Pelikanstr. 7, 30177 Hannover Fon: [0511] 64 64 47 0 Fax: [0511] 39 13 07 email: k.habighorst at pelion12.de From bruce_campbell at ripe.net Wed Apr 17 07:04:35 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Wed, 17 Apr 2002 13:04:35 +0200 (CEST) Subject: [rt-users] RT to go? Dependency graphs? In-Reply-To: <09D6C51729AB36478F3C76FA6BE55FFB024412@matrix.dreamtech.gr> Message-ID: On Wed, 17 Apr 2002, Patrick De Muynck wrote: > > -----Original Message----- > > From: Bruce Campbell [mailto:bruce_campbell at ripe.net] > > > > The RIPE NCC Operation's ticket system runs on replicated > > mysql servers > > for redundancy and general paranoia reasons. I have > > considered directing > > read operations to one server, and write operations to the master, but > > haven't gotten around to that as yet. > > Good to hear replicated MySQL servers are being used already. > > To return to Johan Ihren's initial question: consider > that we want to deploy an RT slave-server which is used > strictly in read-only mode (searching and viewing tickets). > > Would it be possible to run a read-only > RT slave-server as follows? Ok, what I've done to test this out is: Set up mysql replication of the rt database (already done, long time ago ;) ) Allowed rt_user to SELECT and modify the rt database on the master. Allowed rt_user to SELECT only on the slave. Copied config.pm, rt and rt-q to a temp directory. Edited tmp/config.pm to point to the slave database host Edited tmp/rt and tmp/rt-q to point to tmp/config.pm So, I now have custom versions of the rt and rt-q scripts (rt-q is my in-house reqq-like script) which will use the slave database server in read-only mode. tmp/rt-q works as expected (its only doing selects after-all) tmp/rt displaying tickets works as expected. Trying to add a comment to a test ticket on the slave database fails silently (ugh). > This surely won't win a prize for > elegance, but will it work at all? Yes. > The idea of DB_RT_USER only having > read-access to MySQL tables would > enforce data-integrity (all updates > are forced to happen on the master > server). The question is if > the RT on the slave server will work > at all? (assuming users there only search > and view tickets). Yes. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From patrick at dreamtech.gr Wed Apr 17 07:24:06 2002 From: patrick at dreamtech.gr (Patrick De Muynck) Date: Wed, 17 Apr 2002 14:24:06 +0300 Subject: [rt-users] RT to go? Dependency graphs? Message-ID: <09D6C51729AB36478F3C76FA6BE55FFB0313FF@matrix.dreamtech.gr> Thanks a lot! > -----Original Message----- > From: Bruce Campbell [mailto:bruce_campbell at ripe.net] > > Would it be possible to run a read-only > > RT slave-server as follows? > > Ok, what I've done to test this out is: From wash at wananchi.biz Wed Apr 17 08:47:37 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Wed, 17 Apr 2002 15:47:37 +0300 Subject: [rt-users] External Lookups Message-ID: <20020417124737.GA78696@ns2.wananchi.com> Hiya, We have an external db (oracle) which has our users details. This is also accessible via the web via http://62.8.64.6:8000 but staff have to login before they can see a user's details. Has someone, by any chance, succeeded in linking such a database with RT in any way, such that an RT user can lookup a user's details from an external source? Maybe?? My users are asking me for this feature day and night. The other question they are asking me is how they can generate reports about ALL (regardless of status) tickets owned by userx via the web ui. I vaguely remember seeing something like this but being only about 1 month onld with RT, I could do with some help from the experts. Thanks. -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) ++ In case of injury notify your superior immediately. He'll kiss it and make it better. From KFerguso at chi.navtech.com Wed Apr 17 08:53:05 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Wed, 17 Apr 2002 07:53:05 -0500 Subject: [rt-users] Sending attachments as a reply Message-ID: <91468650040FD411A51100104B63E23102E2812D@postman.chi.navtech.com> Check out the NotifyWithAttachment addon in the contrib area. > -----Original Message----- > From: Kai Habighorst [mailto:k.habighorst at pelion12.de] > Sent: Wednesday, April 17, 2002 5:10 AM > To: rt-users at fsck.com > Subject: [rt-users] Sending attachments as a reply > > > Hallo all, > > is there any possibility to send attachments to a requestor? > By using the ticket system. > > Regards, > -- > Kai Habighorst > Support > pelion XII AG > Pelikanstr. 7, 30177 Hannover > Fon: [0511] 64 64 47 0 > Fax: [0511] 39 13 07 > email: k.habighorst at pelion12.de > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From okrouhly at civ.zcu.cz Wed Apr 17 09:32:00 2002 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Wed, 17 Apr 2002 15:32:00 +0200 (CEST) Subject: [rt-users] "Forward" to 3rd party patch In-Reply-To: <20020417085519.GA31459@xs4all.nl> Message-ID: On Wed, 17 Apr 2002, Scott A. McIntyre wrote: > Hi all, > > > action to each transaction. This allows you to forward a transaction onto a > > third party. If the third party happens to have permission to correspond on > > the ticket, then they'll be able to reply straight back into RT. > > Very cool patch that I know a lot of people have been looking for. > However, it doesn't actually work for me and I'm not seeing any logical > reason why not. > > The scripactions and scripconditions tables have been updated, and > indeed, both are visible in Scrips (is this required for Forwarding to > work, by the way? That you need a OnForward condition, with the right > template, etc? Tried it, no effect, indeed, it breaks with not being > able to find the RT::Conditition::Forward module) Isn't here missing something like insert_condition_OnForward.pl containing something like (taken from my own very similar version, so letter-case can be different;-): my @ScripConditions = ( { Name => 'OnForward', Description => 'When a message is forwarded', ApplicableTransTypes => 'Forward', ExecModule => 'AnyTransaction', }, ); > The [Forward] tag appears, and indeed, it takes the address in the > update page, but submission returns back to the ticket with no mail > being generated and no updates having taken place (that is, no "Ticket > forwarded by to
") > > > - else { > > + } elsif ($args{ARGSRef}->{'UpdateType'} eq 'forward') { > > (from Web.pm) > > In the latest rt, this syntax has changed slightly: > > } elsif ( $trans_type eq 'Correspond' && $trans_flag >= 0 ) > > And so on...I've tried this in both fashions, in the hopes of getting > forwarding to work, no joy. > > > > + ( ForwardTo => $args{ARGSRef}->{'ForwardTo'}, > > + BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, > > + MIMEObj => $Message, > > + TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'}); > > + push(@{$args{Actions}}, $Description); > > + } else { > > push(@{$args{'Actions'}}, "Update type was neither correspondence nor comment. Update not recorded"); > > } > > } > > Curiously, and perhaps this is where I'm going wrong still, I needed an > additional closing brace within ProcessUpdateMessage() or Apache > wouldn't start. This makes the relevant bit: > > if ( $trans_type eq 'Comment' && $trans_flag >= 0 ) { > my ( $Transaction, $Description ) = $args{TicketObj}->Comment( > CcMessageTo => $args{ARGSRef}->{'UpdateCc'}, > BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, > MIMEObj => $Message, > TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'} > ); > push ( @{ $args{Actions} }, $Description ); > } elsif ( $trans_type eq 'Correspond' && $trans_flag >= 0 ) { > my ( $Transaction, $Description ) = $args{TicketObj}->Correspond( > CcMessageTo => $args{ARGSRef}->{'UpdateCc'}, > BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, > MIMEObj => $Message, > TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'} > ); > push ( @{ $args{Actions} }, $Description ); > } elsif ($args{ARGSRef}->{'UpdateType'} eq 'forward') { > my ( $Transaction, $Description) = $args{TicketObj}->Forward( > ForwardTo => $args{ARGSRef}->{'ForwardTo'}, > BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, > MIMEObj => $Message, > TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'}); > push( @{ $args{Actions} }, $Description); > } else { > push ( @{ $args{'Actions'} }, "Update type was neither correspondence nor comment nor forward. Update not recorded"); > } > } > } > > } > > > I've been staring at the function for a few hours, so I may be missing > something obvious. I've also tried the elsif as: > > } elsif ( $trans_type eq 'forward') { > > and > > } elsif ( $trans_type eq 'forward' && $trans_flag >=0 ) { > > Also, no change in actually forwarding. > > Sorry for the braindeadness of the question, I know the solution is > close (and yes, I've restarted apache), but not quite close enough. > > Any thoughts on the obvious, or non-obvious, would be appreciated. This > is for rt-2-0-13, by the way. > > > Thanks, > > Scott > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > Jan Okrouhly ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- Laboratory for Computer Science | phone: (420 19) 7491588 University of West Bohemia | location: Univerzitni 22 Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- From cgilmore at tivoli.com Wed Apr 17 12:25:50 2002 From: cgilmore at tivoli.com (Christian Gilmore) Date: Wed, 17 Apr 2002 11:25:50 -0500 Subject: [rt-users] external user authentication (i.e. LDAP) In-Reply-To: <3C167C6F2DAAA54B89DABE60D2461FFA533555@dallas.garmin.com> Message-ID: <000301c1e62c$8aa62ba0$69285492@tivoli.com> Kendric, You want to use LookupExternalUserInfo in combination with WebExternalAuth and will need to set up your web server to authenticate users against your external LDAP via such modules as Apache::AuthenLDAP. Under such a setup, there are three ways users are created in RT: 1) via e-mail ticket submission 2) via manual addition via the configuration tools (GUI or command-line) 3) via the contributed code to synchronize RT with an external LDAP (found under http://www.fsck.com/pub/rt/contrib/2.0/) Regards, Christian ----------------- Christian Gilmore Technology Leader GeT WW Global Applications Development IBM Software Group -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Beachey, Kendric Sent: Thursday, April 11, 2002 3:58 PM To: Rt-Users (E-mail) Subject: [rt-users] external user authentication (i.e. LDAP) I'm looking at the "LookupExternalUserInfo" functionality. I'd like to use our existing Novell Directory Services, accessible via LDAP, to authenticate people, rather than building yet another independent database of user accounts. >From what I can tell, the LookupExternalUserInfo function will always be called with two arguments--an email address and a "friendly" name. Does this imply that this external authentication is only performed when RT is chewing on an incoming email? What happens when someone who is known to NDS but not to RT comes along and tries to login to RT's web interface? In such a case they would provide not their email address but their NDS login name. If the answer is "they won't be able to log in until they send e-mail to RT", would it be a good idea to create a one-off job to generate a fake e-mail from all our users, so that the LDAP authentication will be tickled, thus creating a user account for every user in our system? -- Kendric Beachey _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From Kendric.Beachey at garmin.com Wed Apr 17 12:39:21 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Wed, 17 Apr 2002 11:39:21 -0500 Subject: [rt-users] external user authentication (i.e. LDAP) Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA533586@dallas.garmin.com> From: Christian Gilmore [mailto:cgilmore at tivoli.com] > You want to use LookupExternalUserInfo in combination with > WebExternalAuth > and will need to set up your web server to authenticate users > against your > external LDAP via such modules as Apache::AuthenLDAP. Thanks for the tips, Christian. What I've ended up with (so far) is a couple of hacks that do most of what I want. I am bouncing them off Jesse to see if I've done anything that's a really bad idea, because it was only partly similar to what I found in the contrib area. Briefly, though: 1) When an unknown user sends mail to RT, hack #1 will attempt to find them in LDAP, and, if successful, seed the UserInfo hash with various goodies it finds in LDAP. This will then be used by the stock RT code to generate the user account. 2) When a user logs in via the web interface, hack #2 first attempts to authenticate them against LDAP (in two different ways, for different offices). If that fails, the stock code takes over to authenticate them against RT's built-in user database. If that fails too, the user sends me e-mail to complain. ;-) If LDAP recognizes the user but RT doesn't, the user once again sends me e-mail to complain. Sometime soon we hope to run a one-off script to populate RT with all our users so this type of complaint can be minimized. I am for the time being leaving open the option of authenticating against RT's database if LDAP fails, because some of our offices are not yet on our latest and greatest LDAP. This hitch also prevents me from taking the WebExternalAuth step, which will probably be the way to go once all the offices are upgraded. From johan.edstrom at sca.com Wed Apr 17 14:44:16 2002 From: johan.edstrom at sca.com (Edstrom Johan) Date: Wed, 17 Apr 2002 11:44:16 -0700 Subject: [rt-users] external user authentication (i.e. LDAP) In-Reply-To: <000301c1e62c$8aa62ba0$69285492@tivoli.com> Message-ID: > > Kendric, > > You want to use LookupExternalUserInfo in combination with WebExternalAuth > and will need to set up your web server to authenticate users against your > external LDAP via such modules as Apache::AuthenLDAP. > > Under such a setup, there are three ways users are created in RT: > > 1) via e-mail ticket submission > 2) via manual addition via the configuration tools (GUI or command-line) > 3) via the contributed code to synchronize RT with an external LDAP > (found under http://www.fsck.com/pub/rt/contrib/2.0/) > There is another contrib up there as well that will synch existing users (I run it from crontab) - It's not hooked into the LookupExternalUserInfo in any way - but does get things like address info and Telno into the RT2 DB, which is nice to have displayed on the tickets... I also put up a "Quick Ticket" our helpdesk uses - where you first search for a email-address/username and get that inserted as the requestor... /JE -------------- next part -------------- A non-text attachment was scrubbed... Name: LDAPsyncSCA.pl.gz.url Type: application/octet-stream Size: 108 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: LDAPTicket.tar.gz.url Type: application/octet-stream Size: 108 bytes Desc: not available URL: From darren at boston.com Wed Apr 17 12:53:50 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 17 Apr 2002 12:53:50 -0400 Subject: [rt-users] external user authentication (i.e. LDAP) In-Reply-To: <3C167C6F2DAAA54B89DABE60D2461FFA533586@dallas.garmin.com> References: <3C167C6F2DAAA54B89DABE60D2461FFA533586@dallas.garmin.com> Message-ID: <20020417165350.GA11806@boston.com> * Beachey, Kendric [2002-04-17 12:41]: > 2) When a user logs in via the web interface, hack #2 first attempts > to authenticate them against LDAP (in two different ways, for > different offices). If that fails, the stock code takes over to > authenticate them against RT's built-in user database. Wouldn't you want to try to authenticate against RT first, not last? (darren) -- My wife always warns me about all that cholesterol in the French fries I eat. I just laugh at her, though, because I know with all the salt I put on them, my blood pressure is high enough to push through any clogged arteries. -- Dean Anderson From Kendric.Beachey at garmin.com Wed Apr 17 13:51:47 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Wed, 17 Apr 2002 12:51:47 -0500 Subject: [rt-users] external user authentication (i.e. LDAP) Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA533589@dallas.garmin.com> From: darren chamberlain [mailto:darren at boston.com] > * Beachey, Kendric [2002-04-17 12:41]: > > 2) When a user logs in via the web interface, hack #2 first attempts > > to authenticate them against LDAP (in two different ways, for > > different offices). If that fails, the stock code takes over to > > authenticate them against RT's built-in user database. > > Wouldn't you want to try to authenticate against RT first, not > last? Hmmm. If the user changes their Novell password, I want that new password to get them into RT as well. Changing their Novell password wouldn't affect their RT password. The idea of changing all passwords on all systems in one simple motion is what we're going for here. You might be right, though, because I think Novell regards a negative authentication (which is what you'd have if you fell through to the RT authentication) as one of the three strikes you get before your account is locked on suspicion of intruder activity. But I think the intruder lockout only lasts fifteen minutes. (shrug) I suppose I ought to change it anyway. -- Kendric From scott at xs4all.nl Wed Apr 17 13:53:36 2002 From: scott at xs4all.nl (Scott A. McIntyre) Date: Wed, 17 Apr 2002 19:53:36 +0200 Subject: [rt-users] "Forward" to 3rd party patch In-Reply-To: References: <20020417085519.GA31459@xs4all.nl> Message-ID: <20020417175336.GB829@xs4all.nl> Hi, > > able to find the RT::Conditition::Forward module) > > Isn't here missing something like insert_condition_OnForward.pl > containing something like (taken from my own very similar version, so > letter-case can be different;-): > > my @ScripConditions = ( > { > Name => 'OnForward', > Description => 'When a message is forwarded', > ApplicableTransTypes => 'Forward', > ExecModule => 'AnyTransaction', > }, > > ); > Yeah, already done that -- but my assumption here is that this is really only necessary if you have a Scrip Action that invokes a Condition. The patch didn't include a specific perl module for forwarding, but I see you're tying things together a bit differently. I used: my @ScripConditions = ( { Name => 'OnForward', Description => 'Forwarding to third party', ApplicableTransTypes => 'AnyTransaction', ExecModule => 'Forward', }, Which basically reversed the last two items. Perhaps I mis-read the original post... Thanks for the potential clue! Scott From tech at ekn.com Wed Apr 17 14:52:12 2002 From: tech at ekn.com (Joseph) Date: 17 Apr 2002 14:52:12 -0400 Subject: [rt-users] Re: RT installation problem In-Reply-To: References: Message-ID: <1019069532.16044.11.camel@dev01.ekn.com> I am still trying to figure out how to get the Apache::Cookie to install. I completely removed all the perl stuff and reinstalled it, but can't get the Apache::Cookie to work. Anybody have any idea? On Wed, 2002-04-17 at 05:18, V S R A, Prasad (Prasad) wrote: > Great!! I tried downgrading, but am caught up in a different problem. > When I open my http://exceed1/rt2/ > > I get this "500 Internal Server Error" any idea? > > Here's what my error_log of apache shows - > > [Wed Apr 17 14:38:06 2002] [error] Can't locate object method "connect" via > pack > age "Apache::DBI::connect" at > /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/ > DBI.pm line 471. > > [Wed Apr 17 14:38:55 2002] [error] Can't locate object method "connect" via > pack > age "Apache::DBI::connect" at > /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/ > DBI.pm line 471. > > Did I mess up somewhere again? > > TIA, > -Prasad > > > > -----Original Message----- > From: Matt Bradshaw [mailto:mbrad1 at iastate.edu] > Sent: Tuesday, April 16, 2002 10:36 PM > To: rt-users at fsck.com > Cc: vsra at lucent.com > Subject: Re: [rt-users] Re: RT installation problem > > > prasad, > > hello. :) > > i was able to get it working by downgrading html::mason to version 1.02. > > regards, > > -matt > > On Tue, 16 Apr 2002, Matt Bradshaw wrote: > > > prasad, > > > > i'm running into the same problem... :( > > > > i'm thinking it may have something to do w/ mason's interface changing a > > bit. but i'm not positive. i'm a perl and rt newbie. but maybe that'll > > help some. > > > > if you figure it out, please share what you did. thanks! > > > > regards, > > > > -matt > > > > Q: how many crypto-anarchists does it take to adjust a camcorder? > > A: sffd;9d9843klf;f3443587falkj4409509lk4ldffdsdf0909454 > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > > -- > > Q: how many crypto-anarchists does it take to adjust a camcorder? > A: sffd;9d9843klf;f3443587falkj4409509lk4ldffdsdf0909454 > > > > _______________________________________________ > 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 -- respectfully, Joseph (606) 477-7551 From tech at ekn.com Wed Apr 17 15:05:11 2002 From: tech at ekn.com (Joseph) Date: 17 Apr 2002 15:05:11 -0400 Subject: [rt-users] Apache::Cookie installation Message-ID: <1019070311.16044.13.camel@dev01.ekn.com> What version do you all use of libapreq for Apache::Cookies? Where could I get install directions? -- respectfully, Joseph (606) 477-7551 From darren at boston.com Wed Apr 17 15:09:35 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 17 Apr 2002 15:09:35 -0400 Subject: [rt-users] Re: RT installation problem In-Reply-To: <1019069532.16044.11.camel@dev01.ekn.com> References: <1019069532.16044.11.camel@dev01.ekn.com> Message-ID: <20020417190935.GC13358@boston.com> * Joseph [2002-04-17 14:57]: > I am still trying to figure out how to get the Apache::Cookie to > install. > > I completely removed all the perl stuff and reinstalled it, but can't > get the Apache::Cookie to work. > > Anybody have any idea? Install libapreq (see ), which has Apache::Request and Apache::Cookie. (darren) -- Reisner's Rule of Conceptual Inertia: If you think big enough, you'll never have to do it. From khera at kcilink.com Wed Apr 17 15:40:39 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 17 Apr 2002 15:40:39 -0400 Subject: [rt-users] Apache::Cookie installation In-Reply-To: <1019070311.16044.13.camel@dev01.ekn.com> References: <1019070311.16044.13.camel@dev01.ekn.com> Message-ID: <15549.53175.328323.98162@onceler.kciLink.com> >>>>> "t" == tech writes: t> What version do you all use of libapreq for Apache::Cookies? t> Where could I get install directions? perl -MCPAN -e shell install Apache::Cookie quit and you're done. I always go with the latest version. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 darren at boston.com Wed Apr 17 15:43:05 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 17 Apr 2002 15:43:05 -0400 Subject: [rt-users] Apache::Cookie installation In-Reply-To: <1019070311.16044.13.camel@dev01.ekn.com> References: <1019070311.16044.13.camel@dev01.ekn.com> Message-ID: <20020417194305.GD13358@boston.com> * Joseph [2002-04-17 15:12]: > What version do you all use of libapreq for Apache::Cookies? > > Where could I get install directions? http://search.cpan.org/doc/JIMW/libapreq-1.0/README (darren) -- Responsible behavior is the result of a socialization process. From tech at ekn.com Wed Apr 17 15:46:26 2002 From: tech at ekn.com (Joseph) Date: 17 Apr 2002 15:46:26 -0400 Subject: [rt-users] Re: RT installation problem In-Reply-To: <20020417190935.GC13358@boston.com> References: <1019069532.16044.11.camel@dev01.ekn.com> <20020417190935.GC13358@boston.com> Message-ID: <1019072786.16045.19.camel@dev01.ekn.com> If I do the perl Makefile.PL I get this error: Can't locate Apache/MyConfig.pm in @INC (@INC contains: /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 Makefile.PL line 27. BEGIN failed--compilation aborted at Makefile.PL line 27. If I do: ./configure make make install all looks find but running the make testdeps shows: Checking for Digest::MD5...found Checking for Storable...found Checking for DBI 1.18 ...found Checking for DBIx::DataSource 0.02 ...found Checking for DBIx::SearchBuilder 0.48 ...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 1.02 ...found Checking for CGI::Cookie 1.20 ...found Checking for Apache::Cookie....Apache::Cookie not installed. Checking for Apache::Session 1.53 ...found Checking for Date::Parse...found Checking for Date::Format...found Checking for MIME::Entity 5.108 ...found Checking for Mail::Mailer 1.20 ...found Checking for Getopt::Long 2.24 ...found Checking for Tie::IxHash...found Checking for Text::Wrapper...found Checking for Text::Template...found Checking for File::Spec 0.8 ...found Checking for Errno...found Checking for FreezeThaw...found Checking for File::Temp...found Checking for Log::Dispatch 1.6 ...found Checking for DBD::Pg ...found On Wed, 2002-04-17 at 15:09, darren chamberlain wrote: > * Joseph [2002-04-17 14:57]: > > I am still trying to figure out how to get the Apache::Cookie to > > install. > > > > I completely removed all the perl stuff and reinstalled it, but can't > > get the Apache::Cookie to work. > > > > Anybody have any idea? > > Install libapreq (see ), > which has Apache::Request and Apache::Cookie. > > (darren) > > -- > Reisner's Rule of Conceptual Inertia: > If you think big enough, you'll never have to do it. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- respectfully, Joseph (606) 477-7551 From karenjr at goshen.edu Wed Apr 17 17:44:12 2002 From: karenjr at goshen.edu (Karen J Renkiewicz) Date: Wed, 17 Apr 2002 16:44:12 -0500 Subject: [rt-users] Seeing RT in action Message-ID: <5.0.2.1.0.20020417163714.00ab49d0@goshen.edu> Does anyone in Northern Indiana, Southwestern Lower Michigan have Request Tracker set up and functioning? We are considering using RT for our Help Desk tracking software, but we would like to see it in action. Would anyone be willing to let our support team visit your organization and see how it is being used? You may reply offline to karenjr at goshen.edu Thank you, Karen Karen Renkiewicz Help Desk Manager Information Technology Systems Goshen College -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at netthink.co.uk Wed Apr 17 18:27:16 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Wed, 17 Apr 2002 23:27:16 +0100 Subject: [rt-users] "Forward" to 3rd party patch In-Reply-To: <20020417085519.GA31459@xs4all.nl> References: <20020318145125.GB13632@netthink.co.uk> <20020417085519.GA31459@xs4all.nl> Message-ID: <20020417222716.GC15147@netthink.co.uk> Scott A. McIntyre: > not being able to find the RT::Conditition::Forward module) Which was part of the patch, wasn't it? Anyway, it works for me. -- "The Write Many, Read Never drive. For those people that don't know their system has a /dev/null already." - Rik Steenwinkel on Exabyte drives, ASR From JSatterfield at ciphergen.com Wed Apr 17 19:50:41 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Wed, 17 Apr 2002 16:50:41 -0700 Subject: [rt-users] The start page. How do I... Message-ID: <6FFEE2DECE273C498DF7B7E672B87A1B0182FC5B@EXCHANGER.ciphergen.com> Add the "Updated" info to the tickets display "25 highest priority tickets I own..."? It would be uber nice to see if there's been any activity on the tickets from this screen since they *are* my 25 highest priority. Ideally I'd like to see if perhaps someone has responded to an inquiry from me. James. From jesse at bestpractical.com Thu Apr 18 01:10:32 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 18 Apr 2002 01:10:32 -0400 Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters In-Reply-To: ; from sebastian@flothow.de on Tue, Apr 16, 2002 at 03:01:19PM +0200 References: <20020325111106.GA32071@staff.netaktiv.com> <20020404132328.GA18583@staff.netaktiv.com> <20020411101408.GD9530@staff.netaktiv.com> Message-ID: <20020418011032.D19727@fsck.com> 2.0.12 moved to using a better, more accurate parser for templates. You can now drop a Content-Type: header straight into your templates. On Tue, Apr 16, 2002 at 03:01:19PM +0200, Sebastian Flothow wrote: > At 12:14 Uhr +0200 11.4.2002, Stephane Bortzmeyer wrote: > >It was against 2.0.11. The code in lib/RT/Template.pm changed a lot in > >2.0.13, I'll update the patch. > > Can you give an estimate of when it's going to be done? > > Or, could someone give me a hint where in the code would be the right > place to add "charset=iso-8859-1" to the headers of outgoing mail? > I had a look in some files, but since I don't know all these CPAN > modules used by RT, I couldn't find a place where I was confident > enough that hacking something in would do the right thing. > > Unfortunately, RT is almost unusable for us without this, because the > server handling all outgoing mail insists on appending > "charset=unknown-8bit" when the charset isn't specified, which in > turn causes Outlook to replace the message body with a warning that > it contains 'unsupported' characters. Outlook provides the original > message as an attachment, but that's far from comfortable. > > > Thanks, > -- > Sebastian Flothow > sebastian at flothow.de > #include > > _______________________________________________ > 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 okrouhly at civ.zcu.cz Thu Apr 18 04:31:22 2002 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Thu, 18 Apr 2002 10:31:22 +0200 (CEST) Subject: [rt-users] "Forward" to 3rd party patch In-Reply-To: <20020417175336.GB829@xs4all.nl> Message-ID: On Wed, 17 Apr 2002, Scott A. McIntyre wrote: > Hi, > > > > able to find the RT::Conditition::Forward module) > > > > Isn't here missing something like insert_condition_OnForward.pl > > containing something like (taken from my own very similar version, so > > letter-case can be different;-): > > > > my @ScripConditions = ( > > { > > Name => 'OnForward', > > Description => 'When a message is forwarded', > > ApplicableTransTypes => 'Forward', > > ExecModule => 'AnyTransaction', > > }, > > > > ); > > > > Yeah, already done that -- but my assumption here is that this is really > only necessary if you have a Scrip Action that invokes a Condition. The > patch didn't include a specific perl module for forwarding, but I see > you're tying things together a bit differently. > > I used: > > my @ScripConditions = ( > { > Name => 'OnForward', > Description => 'Forwarding to third party', > ApplicableTransTypes => 'AnyTransaction', > ExecModule => 'Forward', > }, Yup! I think you've found it! Simon's condition is "applicable" to any transaction and tries to call unexisting (at least in his pretty nice patch) module Forward.pm. He does add to Jesse's transactions a new one, called Forward: my ($Trans, $Msg, $TransObj) = $self->_NewTransaction( Type => 'Forward', BTW...I did the same... But my condition is them "applicable" only to Transaction Type 'Forward' and clearly executes existing (nearly void) module AnyTransaction... > Which basically reversed the last two items. Perhaps I mis-read the > original post... > > Thanks for the potential clue! > > Scott > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > Jan Okrouhly ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- Laboratory for Computer Science | phone: (420 19) 7491588 University of West Bohemia | location: Univerzitni 22 Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- From frederic.gobin at mindmatics.de Thu Apr 18 11:53:57 2002 From: frederic.gobin at mindmatics.de (Frederic Gobin) Date: Thu, 18 Apr 2002 17:53:57 +0200 Subject: [rt-users] How notify a group of tickets with status open Message-ID: <3CBEEC15.3060406@mindmatics.de> I am currently installing RT in our company and my superior wants to be notified when a ticket with status "open" is older than 2 hours. Has anybody done such a scrip ? Or can anybody help me developping one ? Thank you ... From stefano.coatti at inferentiadnm.com Thu Apr 18 08:56:31 2002 From: stefano.coatti at inferentiadnm.com (Stefano Coatti) Date: Thu, 18 Apr 2002 14:56:31 +0200 Subject: [rt-users] RT 2.0.13 problem in sending reply & comments to people insert in the CC address of the WEB form. Message-ID: <49AA12AD02F2D411B80B00B0D0685BCA3A1468@holbar.inferentia.it> Hi, I have a problem in sending reply & comments to people when their addresses are in the CC field of the reply/comment WEB form (new feature). I'm sure that no message is generated from RT system to them. Is it a my configuration problem or RT system problem or...? Many Thanks Stefano Coatti EFLUXA Srl _____ __O _-\<,_ (_)/ (_) INFERENTIA DNM Spa - Milano Tel +39 02 59928.258 Fax +39 02 59928.269 mailto: stefano.coatti at inferentiadnm.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From sebastian at flothow.de Thu Apr 18 14:11:33 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Thu, 18 Apr 2002 20:11:33 +0200 Subject: [rt-users] external user authentication (i.e. LDAP) In-Reply-To: <3C167C6F2DAAA54B89DABE60D2461FFA533589@dallas.garmin.com> References: <3C167C6F2DAAA54B89DABE60D2461FFA533589@dallas.garmin.com> Message-ID: At 12:51 Uhr -0500 17.4.2002, Beachey, Kendric wrote: > > Wouldn't you want to try to authenticate against RT first, not >> last? > >Hmmm. If the user changes their Novell password, I want that new password >to get them into RT as well. Changing their Novell password wouldn't affect >their RT password. The idea of changing all passwords on all systems in one >simple motion is what we're going for here. This will work as well when you authenticate against RT first - RT authentication will fail, and the subsequent authentication against Novell will succeed. Thus, it'll work the same, but with fewer negative authentications against Novell. It might also improve performance, since querying RT's database is probably a lot faster than connecting to an LDAP server. -- Sebastian Flothow sebastian at flothow.de #include From bspage at webassign.net Thu Apr 18 13:50:15 2002 From: bspage at webassign.net (Shawn Page) Date: Thu, 18 Apr 2002 13:50:15 -0400 Subject: [rt-users] upgrading 2.0.9 to 2.0.13 - etc/insertdata fails Message-ID: <3CBF0756.5018A561@webassign.net> After upgrading from 2.0.9 to 2.0.13, an attempt to run etc/insertdata returns the following error: # insertdata Can't locate object method "CaseSensitive" via package "RT::Handle" at ...../lib/RT/Record.pm line 128. Checking for existing system user...# Any suggestions? -- -Shawn Page bspage at webassign.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesus at musinghalfwit.org Thu Apr 18 17:22:46 2002 From: jesus at musinghalfwit.org (Eric Liedtke) Date: Thu, 18 Apr 2002 16:22:46 -0500 Subject: [rt-users] Pseudo Group Rights Question Message-ID: <3CBF3926.4090409@musinghalfwit.org> So I'm having a problem, as you might have already guessed. I have created a new queue called Tickets. Under that queue I have granted the psuedo group 'Everyone' the CreateTicket and ShowTicket rights. I have also created and unprivleged user called sales. My assumtion was that _any_ user that existed in my user db, whether they have the 'Let this user be granted rights' flag set or not would be under the umbrella of the everyone psuedo-group. However when I log in as sales and try to create a ticket the drop-down box for which queue to create a ticket in is empty. As I thought about it I wondered if not checking the 'Let this user be granted rights' flag would keep them from inheriting rights from a group so I checked the flag logged out of sales and logged back in. I got the "staff" page instead of the requestor intro page, but there were no queues listed in the drop-down next to new ticket button. Am I missing something? Thanks for any help/advice. -Eric Liedtke From jesus at musinghalfwit.org Thu Apr 18 17:37:22 2002 From: jesus at musinghalfwit.org (Eric Liedtke) Date: Thu, 18 Apr 2002 16:37:22 -0500 Subject: [rt-users] Pseudo Group Rights Question References: <3C167C6F2DAAA54B89DABE60D2461FFA53359B@dallas.garmin.com> Message-ID: <3CBF3C92.1060908@musinghalfwit.org> Yes I imagine seeing the queue would be very important,argh, thanks for the quick response. -Eric Liedtke Beachey, Kendric wrote: > In your "Tickets" queue rights, turn on the "SeeQueue" right for > "Everybody" and then the sales user should be able to see that queue > in his combo box. > > > -----Original Message----- > > From: Eric Liedtke [mailto:jesus at musinghalfwit.org ] > > Sent: Thursday, April 18, 2002 4:23 PM > > To: rt-users at lists.fsck.com > > Subject: [rt-users] Pseudo Group Rights Question > > > > > > So I'm having a problem, as you might have already guessed. I have > > created a new queue called Tickets. > > Under that queue I have granted the psuedo group 'Everyone' the > > CreateTicket and ShowTicket rights. > > I have also created and unprivleged user called sales. My > > assumtion was > > that _any_ user that existed in > > my user db, whether they have the 'Let this user be granted > > rights' flag > > set or not would be under the > > umbrella of the everyone psuedo-group. However when I log in as sales > > and try to create a ticket the > > drop-down box for which queue to create a ticket in is empty. As I > > thought about it I wondered if not > > checking the 'Let this user be granted rights' flag would keep them > > from inheriting rights from a group > > so I checked the flag logged out of sales and logged back > > in. I got the > > "staff" page instead of the requestor > > intro page, but there were no queues listed in the drop-down > > next to new > > ticket button. Am I missing > > something? Thanks for any help/advice. > > > > -Eric Liedtke > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > From sebastian at flothow.de Thu Apr 18 17:38:23 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Thu, 18 Apr 2002 23:38:23 +0200 Subject: [rt-users] Pseudo Group Rights Question In-Reply-To: <3CBF3926.4090409@musinghalfwit.org> References: <3CBF3926.4090409@musinghalfwit.org> Message-ID: At 16:22 Uhr -0500 18.4.2002, Eric Liedtke wrote: >Under that queue I have granted the psuedo group 'Everyone' the >CreateTicket and ShowTicket rights. >[...] >However when I log in as sales and try to create a ticket the >drop-down box for which queue to create a ticket in is empty. Does the user have the SeeQueue right? -- Sebastian Flothow sebastian at flothow.de #include From pdh at snapgear.com Thu Apr 18 18:04:26 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 19 Apr 2002 08:04:26 +1000 Subject: [rt-users] RT 2.0.13 problem in sending reply & comments to people insert in the CC address of the WEB form. In-Reply-To: <49AA12AD02F2D411B80B00B0D0685BCA3A1468@holbar.inferentia.it> References: <49AA12AD02F2D411B80B00B0D0685BCA3A1468@holbar.inferentia.it> Message-ID: <20020418220426.GA362@luggage> Stefano Coatti wrote: > I have a problem in sending reply & comments to people when their addresses > are in the CC field of the reply/comment WEB form (new feature). > I'm sure that no message is generated from RT system to them. > Is it a my configuration problem or RT system problem or...? You need to add some scrips: OnComment NotifyOtherRecipientsAsComment with template Correspondence OnCorrespond NotifyOtherRecipients with template Correspondence From roth at feep.net Thu Apr 18 19:00:33 2002 From: roth at feep.net (Mark D. Roth) Date: Thu, 18 Apr 2002 18:00:33 -0500 Subject: [rt-users] RFC: RT install w/o setgid Perl or mod_perl Message-ID: <20020418180033.A32527@yorktown.isdn.uiuc.edu> I've only recently discovered RT and joined the list, so I apologize in advance if any of this is an FAQ. I didn't see anything similar in the list archives, and I thought people might be interested in how I have RT (2.0.13) set up. I'd also like to hear any suggestions that anyone may have on how to improve my configuration. Background Information ---------------------- My group's primary function is to run systems that host central services such as mail, LDAP, news, web servers, etc. We don't run the applications that run on our systems; we just provide the underlying platform on which our customers install and manage their applications. As a result of this division of responsibilities, we've developed a lot of infrastructure to allow our customers to control as much of their software and data as possible, even though they don't have root access. In particular, we create a unique pseudo-user for each application, and we try to install everything related to the application in the pseudo-user's home directory. The customer then su's to the pseudo-user to manage the service. For example, for our LDAP service, we created a pseudo-user named "ldap" with home directory "/services/ldap". All of the LDAP server software, directory data, and support scripts are owned by this user and installed in its home directory. For web-based services, we've established this convention for URL-to-directory mappings: DIRECTORY URL ---------------------------------------------------------------- ~pseudouser/public_html/http http://hostname/pseudouser/ ~pseudouser/public_html/https https://hostname/pseudouser/ Rather than just using an Apache "Alias" directive to establish this mapping, we use mod_rewrite to rewrite the requested URL internally using ~pseudouser notation. This allows us to use Apache's suEXEC mechanism to invoke CGI scripts as the appropriate pseudo-user, rather than as user httpd. Goals for RT Installation ------------------------- Given that we already have infrastructure in place for running applications as pseudo-users, I wanted to use the same model for my RT installation. In particular, I had two main goals: 1. Install RT under a single pseudo-user account and run every part of it as that user. (I created a pseudo-user named "rt" with a home directory of "/services/rt" for this purpose.) 2. Use my site's existing perl and apache packages instead of creating special builds just for RT. (This means no set[ug]id perl scripts and no mod_perl.) These goals presented several interesting challenges. Installation Process -------------------- Because the RT installation procedure assumes that you'll be running different parts as different users, it includes commands that chown various files, so it must be run as root. After closely scrutinizing what it was going to do, I ran it as root, but quickly chown'ed all of the installed files to user rt. I also removed all of the set[ug]id bits. RT Mail Gateway --------------- Since rt-mailgate could not be a setgid script, I needed to find a way to run it as user "rt". The RT docs say to run it directly from sendmail's aliases file, as follows: sysmgr: "|/services/rt/rt2/bin/rt-mailgate --queue sysmgr --action correspond" That would result in rt-mailgate being run as user daemon. To get around this, I changed the alias to point to the rt user: sysmgr: rt Then, as user rt, I use procmail to run rt-mailgate with the appropriate options depending on what address the message was sent to. Thus, rt-mailgate gets run as user rt. RT Web Interface ---------------- The next problem was getting the web interface to run as user rt instead of as user httpd. In this case, even though I didn't want to use mod_perl in the first place, the fact that I couldn't worked out in my favor, since FastCGI can be configured to use Apache's suEXEC mechanism to run external programs as alternate users. The first problem I ran into in setting up FastCGI was a mod_perl dependency problem in mason_handler.fcgi. Commenting out this line seemed to fix it: use HTML::Mason::ApacheHandler; (I hope commenting this out doesn't have any bad side-effects, but I haven't noticed any problems so far. Is this a bug, or is there something weird about my setup?) Next, in order to be processed by our mod_rewrite rules and suEXEC, the FastCGI handler had to be installed in ~rt/public_html/https. However, since I had installed RT in ~rt/rt2, I solved this problem with a hard link. (The down-side of this is that I'll probably need to recreate the hard link when I upgrade RT.) Finally, I needed to create a symlink ~rt/public_html/https/images -> ~rt/rt2/WebRT/html/images so that the images would be accessible. Here are the relevant snippets from httpd.conf: -------------------------------------------------------------------------- LoadModule fastcgi_module /usr/local/libexec/mod_fastcgi.so AddModule mod_fastcgi.c AddHandler fastcgi-script .fcgi FastCgiWrapper /usr/local/sbin/suexec FastCgiIpcDir /var/lib/httpd RewriteEngine on ### Allow the translated subrequest to pass straight through. RewriteCond %{IS_SUBREQ} =true RewriteRule ^/~rt/https/ - [L,PT] ### In case the rewritten URI leaks out to the browser, ### redirect it back to the advertised location. RewriteRule ^/~(rt)(/https)?(/(.*))?$ /$1/$4 [R=permanent,L] ### Redirect to add trailing '/' for directory names. RewriteRule ^/(rt)$ /$1/ [R=permanent,L] ### Handle requests for the advertised URIs by translating them ### and passing them through in a subrequest. RewriteRule ^/rt/images(/(.*))?$ /~rt/https/images/$2 [L,PT] RewriteRule ^/rt/(.*)$ /~rt/https/mason_handler.fcgi/$1 [L,PT] -------------------------------------------------------------------------- Running the RT web interface as user rt eliminated the need for the WebRT/data and WebRT/sessiondata directories to be owned by user httpd. Conclusion and Suggestions -------------------------- There were a lot of issues that needed to be identified and addressed in order to install RT under its own pseudo-user. However, once this was done, the procedure was actually fairly easy. Based on this experience, here are a few off-the-cuff suggestions, for whatever they're worth: * Change the installation procedure to use autoconf. This would make it easier to install different parts of RT in different locations and with different options. It would also make it easier to build distributable packages of RT. * Change the installation procedure not to assume that different files and directories need to have different ownerships. This would allow RT to be installed by a user other than root. * Improve the documentation. In particular, the installation instructions need to be more precise and more detailed. Well, I think that's it for now... Please let me know if you have any questions, comments, or suggestions. Thanks! -- Mark D. Roth http://www.feep.net/~roth/ From colleen at darksideproductions.net Thu Apr 18 19:39:32 2002 From: colleen at darksideproductions.net (Colleen) Date: Thu, 18 Apr 2002 16:39:32 -0700 Subject: [rt-users] new user -- db schema Message-ID: <12F63B1280D5E444930A872E98BF552D585D22@darkside1.darksideproductions.net> I'm a new user to RT and I'm in the middle of evaluating it for my company's needs. I'll need to make some adjustments to any tracking system we use, but specifically, where is the schema.mysql located so I can take a closer look at the relationships between RT's tables. Thanks in advance, Colleen Noonan From rehan at nha.co.za Fri Apr 19 03:32:52 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: Fri, 19 Apr 2002 09:32:52 +0200 Subject: [rt-users] "on open" & "on owner allocation" scrips Message-ID: Hi everyone, Does anyone have scrips to share that sends mail on opening of tickets (statuschange from new to open, so we can let our requestors know that work has started on their request) and also to send mail when the ticket is allocated to someone (ownerchange from Nobody to anybody). Are there any guidelines available to create/install scrips? Where does one start? Regards, Rehan van der Merwe Neil Harvey & Associates (Pty) Ltd http://www.nha.co.za rehan at nha.co.za Tel: +27 21 6709237 Fax: +27 21 6709337 From smylers at gbdirect.co.uk Fri Apr 19 04:13:50 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 19 Apr 2002 09:13:50 +0100 (BST) Subject: [rt-users] E-Mail Recipient Headers Message-ID: When new mail arrives for a queue, 'RT' mails people: OnCreate NotifyAdminCcs with template Creation OnCreate NotifyCcs with template Creation The AdminCcs get a mail with a To: header such as: To: 'AdminCc of GBdirect Ticket #123': ; The Ccs get a mail with a To: header which explicitly lists all the Ccs' e-mail addresses. This means that should a Cc reply to that mail (depending on the mail client and exactly what the user does), the other Ccs could be mailed directly to their personal addresses rather than just to the 'RT' address. I don't want that to happen -- I want 'RT' to be completely in charge of who sees what and not have mere users getting to decide who their e-mails go to! I've found the code that makes this happen, in RT::Action::Notify in SetRecipients(). AdminCcs get added to the Bcc: header: if ( $arg =~ /\bAdminCc\b/ ) { push ( @Bcc, @{ $self->TicketObj->AdminCc->Emails } ); push ( @Bcc, @{ $self->TicketObj->QueueObj->AdminCc->Emails } ); } Ccs get added to either the To: or Cc: header: if ( $arg =~ /\bCc\b/ ) { #If we have a To, make the Ccs, Ccs, otherwise, promote them to To if (@To) { push ( @Cc, @{ $self->TicketObj->Cc->Emails } ); push ( @Cc, @{ $self->TicketObj->QueueObj->Cc->Emails } ); } else { push ( @Cc, @{ $self->TicketObj->CcAsString } ); push ( @To, @{ $self->TicketObj->QueueObj->Cc->Emails } ); } } It looks like I can get the behaviour I want by changing the Cc code to be like the AdminCc code. Before I do that, I just want to check if there's a reason why I shouldn't. The Cc code has obviously been carefully crafted, and I wouldn't like to trample all over it only to discover there's some point I haven't thought of for preferring it like it is. Cheers. Smylers -- GBdirect http://www.gbdirect.co.uk/ From rehan at nha.co.za Fri Apr 19 06:02:15 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: Fri, 19 Apr 2002 12:02:15 +0200 Subject: [rt-users] open ticket on first reply Message-ID: How can I have RT change the status from new to open on the first reply to the ticket. It should essentially as function like replying to resolved/stalled tickets. Thanks, Rehan van der Merwe Neil Harvey & Associates (Pty) Ltd http://www.nha.co.za rehan at nha.co.za Tel: +27 21 6709237 Fax: +27 21 6709337 From hwagener at hamburg.fcb.com Fri Apr 19 06:17:46 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 19 Apr 2002 12:17:46 +0200 Subject: [rt-users] Permission/Group Strangeness after switching to External Authentication Message-ID: <3CBFEECA.4030804@hamburg.fcb.com> Hello all, after switching to external authentication for users sending mail and WebExternalAuth for the web interface, I am faced with the following problems: a) ticket creation via email fails. Users get no feedback, no ticket is created. b) ticket display is limited to requestor, subject, dates and transaction types. transaction contents (i.e. the text of a reply or comment) remain unseen. c) I cannot find users using the Users page anymore. The users are still in the mysql database, though d) group management is limited to deleting members. I can still add users to groups using the CLI, though. e) user rights management is limited. I cannot select users here as well, so granting users rights is not possible (except using the CLI, haven't tested). My guess is that I screwed up internal user representation, since I activated WebExternalauth, deactivated it because it didn't work at once, and reactivated it after fixing my apache setup. The system is RH 7.1, apache 1.3.22, mod_perl 1.2.26, mod_auth_ldap 2.4, perl 5.6.1, rt 2-0-12 The relevant rights are granted as follows: [root at rt bin]# ./rtadmin --queue EDV --list-rights Queue edv: User root has right AdminKeywordSelects Queue edv: User root has right AdminQueue Queue edv: User root has right CommentOnTicket Queue edv: User root has right CreateTicket Queue edv: User root has right DeleteTicket Queue edv: User root has right ModifyACL Queue edv: User root has right ModifyQueueWatchers Queue edv: User root has right ModifyScrips Queue edv: User root has right ModifyTemplate Queue edv: User root has right ModifyTicket Queue edv: User root has right OwnTicket Queue edv: User root has right ReplyToTicket Queue edv: User root has right SeeQueue Queue edv: User root has right ShowACL Queue edv: User root has right ShowScrips Queue edv: User root has right ShowTemplate Queue edv: User root has right ShowTicket Queue edv: User root has right ShowTicketComments Queue edv: Group Everyone has right CreateTicket [root at rt bin]# ./rtadmin --system --list-rights In AdminSystem System: User RT_System has right SuperUser System: Group Everyone has right CreateTicket System: Group Everyone has right SeeQueue System: User Nobody has right SuperUser System: Group Owner has right Watch System: User root has right SuperUser System: Group Requestor has right ReplyToTicket System: Group Requestor has right ShowTicket System: Group Requestor has right SeeQueue System: User hwagener has right SuperUser System: Group EDV has right AdminKeywords System: Group EDV has right AdminKeywordSelects System: Group EDV has right ModifyACL System: Group EDV has right AdminQueue System: Group EDV has right CommentOnTicket System: Group EDV has right CreateTicket System: Group EDV has right DeleteTicket System: Group EDV has right ModifyScrips System: Group EDV has right ModifySelf System: Group EDV has right ModifyTicket System: Group EDV has right OwnTicket System: Group EDV has right ReplyToTicket System: Group EDV has right SeeQueue System: Group EDV has right ShowScrips System: Group EDV has right ShowTicket System: Group EDV has right ShowTicketComments System: Group EDV has right Watch System: Group EDV has right WatchAsAdminCc System: User gast has right SeeQueue System: User gast has right ShowTicket any help is greatly appreciated! Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From wash at wananchi.biz Fri Apr 19 07:20:39 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 19 Apr 2002 14:20:39 +0300 Subject: [rt-users] upgrading 2.0.9 to 2.0.13 - etc/insertdata fails In-Reply-To: <3CBF0756.5018A561@webassign.net> References: <3CBF0756.5018A561@webassign.net> Message-ID: <20020419112039.GE4806@ns2.wananchi.com> * Shawn Page [20020418 22:18]: wrote: > After upgrading from 2.0.9 to 2.0.13, an attempt to run etc/insertdata > returns the following error: > > # insertdata > Can't locate object method "CaseSensitive" via package "RT::Handle" at > ...../lib/RT/Record.pm line 128. > Checking for existing system user...# > > Any suggestions? I believe `insertdata` requires an argument.. How about ./insertdata 2.0.13 ? -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) Down with categorical imperative! From hwagener at hamburg.fcb.com Fri Apr 19 07:35:31 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 19 Apr 2002 13:35:31 +0200 Subject: [rt-users] upgrading 2.0.9 to 2.0.13 - etc/insertdata fails References: <3CBF0756.5018A561@webassign.net> <20020419112039.GE4806@ns2.wananchi.com> Message-ID: <3CC00103.50308@hamburg.fcb.com> Odhiambo Washington wrote: > * Shawn Page [20020418 22:18]: wrote: > >>After upgrading from 2.0.9 to 2.0.13, an attempt to run etc/insertdata >>returns the following error: >> >># insertdata >>Can't locate object method "CaseSensitive" via package "RT::Handle" at >>...../lib/RT/Record.pm line 128. >>Checking for existing system user...# >> >>Any suggestions? > > > > I believe `insertdata` requires an argument.. > > How about > > ./insertdata 2.0.13 > > > > ? > > > -Wash > The argument is the version You upgrade from. so it would be insertdata 2.0.9 regards. Harald. -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From smylers at gbdirect.co.uk Fri Apr 19 07:37:10 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 19 Apr 2002 12:37:10 +0100 (BST) Subject: [rt-users] upgrading 2.0.9 to 2.0.13 - etc/insertdata fails In-Reply-To: <20020419112039.GE4806@ns2.wananchi.com> Message-ID: Odhiambo Washington wrote: > * Shawn Page [20020418 22:18]: wrote: > > > After upgrading from 2.0.9 to 2.0.13, an attempt to run etc/insertdata > > returns > > I believe `insertdata` requires an argument.. > > How about > > ./insertdata 2.0.13 That'd be for upgrading _from_ 2.0.13 to ... erm, 2.0.13. Clue: The insertdata script that comes with 2.0.13 knows that your current version is 2.0.13; what it needs to be told is what your _previous_ version was. Smylers From bd at bm.keyware.com Fri Apr 19 07:51:17 2002 From: bd at bm.keyware.com (Bart Duchesne) Date: 19 Apr 2002 13:51:17 +0200 Subject: [rt-users] open ticket on first reply In-Reply-To: References: Message-ID: <1019217077.31079.4.camel@bd> On Fri, 2002-04-19 at 12:02, Rehan van der Merwe wrote: > How can I have RT change the status from new to open on the first reply to the ticket. It should essentially as function like replying to resolved/stalled tickets. > You can use the AutoAssign contrib by Bruce > Thanks, > > Rehan van der Merwe > Neil Harvey & Associates (Pty) Ltd > http://www.nha.co.za > rehan at nha.co.za > Tel: +27 21 6709237 > Fax: +27 21 6709337 > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Bart Duchesne ----------------------------------------------------------- Keyware -- Computerworld's Emerging Company to Watch 2002 "Identifying the World" Leuvensesteenweg 282, 3190 Boortmeerbeek, Belgium Tel: +32 (0)15 50.44.00 Fax: +32 (0)15 50.44.09 Excelsiorlaan 32-34, 1930 Zaventem, Belgium Phone: +32 (2) 704.44.00 - Fax: +32 (2) 721.69.49 mailto:bduchesne at keyware.com support: support.axsguard at keyware.com http://www.keyware.com and http://www.axsguard.com From wash at wananchi.biz Fri Apr 19 11:36:16 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 19 Apr 2002 18:36:16 +0300 Subject: [rt-users] upgrading 2.0.9 to 2.0.13 - etc/insertdata fails In-Reply-To: References: <20020419112039.GE4806@ns2.wananchi.com> Message-ID: <20020419153616.GM17686@ns2.wananchi.com> * Smylers [20020419 14:37]: wrote: > Odhiambo Washington wrote: > > > * Shawn Page [20020418 22:18]: wrote: > > > > > After upgrading from 2.0.9 to 2.0.13, an attempt to run etc/insertdata > > > returns > > > > I believe `insertdata` requires an argument.. > > > > How about > > > > ./insertdata 2.0.13 > > That'd be for upgrading _from_ 2.0.13 to ... erm, 2.0.13. > > Clue: The insertdata script that comes with 2.0.13 knows that your > current version is 2.0.13; what it needs to be told is what your > _previous_ version was. > > Smylers Yeah, I flanked on that one, sorry. I actually typed the wrong thing! This happens a lot from newbie ;? My apologies. -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) No one has a higher opinion of him than he has. -- Greg Lehey, FreeBSDcon 1999 From roth at feep.net Fri Apr 19 15:44:00 2002 From: roth at feep.net (Mark D. Roth) Date: Fri, 19 Apr 2002 14:44:00 -0500 Subject: [rt-users] RFC: RT install w/o setgid Perl or mod_perl In-Reply-To: <15552.17381.725587.118349@gargle.gargle.HOWL>; from stoffel@lucent.com on Fri, Apr 19, 2002 at 12:20:53PM -0400 References: <20020418180033.A32527@yorktown.isdn.uiuc.edu> <15552.17381.725587.118349@gargle.gargle.HOWL> Message-ID: <20020419144400.A1725@yorktown.isdn.uiuc.edu> On Fri Apr 19 12:20 2002 -0400, John Stoffel wrote: > I want to thank you for the wonderful writeup you did on installing RT > as a NON-ROOT user. This is just wonderful stuff. Thanks. I'm glad you found it useful. > For me, I really want to see RT succeed, but the install process needs > to be cleaned up, and the dependencies should also be cleaned up as > well. The biggest problem I had with the dependencies was in figuring out which perl modules weren't needed because I'm not using mod_perl. In fact, I'm still not sure that I've got this completely sorted out; I may have some modules installed that I don't really need. > Mostly, not having to re-install new stuff each and every time RT > changes, and making the installs more compartmental, so that if you do > upgrade, you only re-install stuff local to that version of RT, and > not globally to the entire web server. I agree completely. I think the main point here is that we need the ability to package it up for easy installation. Different sites will want to build different types of packages (RPM, Solaris pkg, AIX lpp, HP-UX sw, Encap, etc), but as long as we have the ability to control which directories the various parts of the package get installed into (ala autoconf's --prefix, --bindir, --libdir, et al), packaging up RT should be no more difficult than any other software. Once we can build packages, we can let the packing system handle dependencies and other installation issues for us. Anyway, those are my suggestions, for whatever they're worth. ;) -- Mark D. Roth http://www.feep.net/~roth/ From ddm at skillsoft.com Fri Apr 19 19:24:11 2002 From: ddm at skillsoft.com (Derek D. Martin) Date: Fri, 19 Apr 2002 19:24:11 -0400 Subject: [rt-users] Documentation Message-ID: <20020419232411.GC3936@skillsoft.com> Hi there, I just started using RT 2.0.13, and I was wondering if there's more complete documentation anywhere. The docs on the website are really incomplete. I want to set up my queues so that the requestor is notified on any correspondence from the help desk, but not when there's a change of owner or status of a ticket. I only want to notify the people who are working a given queue when a ticket has been created or moved into their queue from another (is this the same thing?), and when it is assigned to them. I want the group manager to receive notification for the union of the two scenarios above. I gather that I need to use "scrips" to accomplish this, but the on-line docs don't really seem to address this feature very well at all, currently. It isn't clear what the intended purpose of some of the functions are, and the "template" feature is basically completely undocumented, as near as I can tell. Also, when I go to create a scrip for a queue, there are about 7 templates listed, but all they say is "global template:" which doesn't really provide much insight as to what they're for or how they're used (i.e. what chosing a particular one does). Help? On the whole, RT2 seems quite well-designed and pretty intuitive to use and configure. I thank you guys for doing a great job on putting it all together. :) Now all it needs is some more complete documentation for the little details... -- Derek Martin Lead Network Engineer ddm at skillsoft.com From brandon at mycomputer.com Fri Apr 19 19:59:18 2002 From: brandon at mycomputer.com (Brandon Pulsipher) Date: Fri, 19 Apr 2002 17:59:18 -0600 Subject: [rt-users] Administrator's View Message-ID: <225BC178B638C945A0998F5CC4658D1C031F0EFE@exchange.corp.mycomputer.com> I recently upgraded from RT1 to RT2. In RT2, it shows the problems I own or have created. As the IT Manager, I would like to see ALL tickets though. Is the only way to do this through the Advance Search? It would be nice to have something that looks like the Home screen, but shows ALL tickets, so the Manager (me in this case) could keep an eye on all the tickets. Thanks. Brandon From gregs at Intellstat.com Fri Apr 19 20:29:48 2002 From: gregs at Intellstat.com (Greg Smythe) Date: Fri, 19 Apr 2002 17:29:48 -0700 Subject: [rt-users] Administrator's View Message-ID: <41257DB9CD3CD311BE92006008A52B255501C9@maili.intellstat.com> Easy, change the search parameters and just specify a queue... -=-=-=-=-=-=-=-=-=-=-=-=-=- Greg Smythe SysAdmin Intellstat Communications WA State Resident -----Original Message----- From: Brandon Pulsipher [mailto:brandon at mycomputer.com] Sent: Friday, April 19, 2002 4:59 PM To: 'rt-users at lists.fsck.com' Subject: [rt-users] Administrator's View I recently upgraded from RT1 to RT2. In RT2, it shows the problems I own or have created. As the IT Manager, I would like to see ALL tickets though. Is the only way to do this through the Advance Search? It would be nice to have something that looks like the Home screen, but shows ALL tickets, so the Manager (me in this case) could keep an eye on all the tickets. Thanks. Brandon _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From mgrubb at fifthvision.net Sat Apr 20 12:25:05 2002 From: mgrubb at fifthvision.net (Michael Grubb) Date: Sat, 20 Apr 2002 11:25:05 -0500 Subject: [rt-users] Canned Responses to Tickets Message-ID: <200204201125.05980.mgrubb@fifthvision.net> I have made some changes to the stock answers add-on First off I reworked the code so that it only transfers the text of the template file that is chosen, instead of reading them all from disk and pushing the contents of all of them over. My next modification will be getting value substitution in the answer files. If anyone is interested in my changes let me know. Once I get the substitution working I'll post my work in the contrib section. From sebastian at flothow.de Sat Apr 20 18:15:23 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Sun, 21 Apr 2002 00:15:23 +0200 Subject: [rt-users] RT misparsing From header Message-ID: Yesterday, someone sent a message to our RT instance with a From header like this: From: "Random, Joe" The mail then sent to the queue watchers had this header: From: ""@www-dmz.schloss-online.de, Random at www-dmz.schloss-online.de, Joe " via RT" (www-dmz.schloss-online.de is the machine running RT.) Any ideas what went wrong there, or how to correct it? This is RT 2.0.13, sending mail via qmail. -- Sebastian Flothow sebastian at flothow.de #include From justin at internode.com.au Mon Apr 22 01:56:16 2002 From: justin at internode.com.au (Justin Hawkins) Date: 22 Apr 2002 15:26:16 +0930 Subject: [rt-users] 'Bouncing' email to owner on Take or owner change Message-ID: <1019454977.27042.47.camel@weasel.internode.com.au> Hi there, I've asked this I think many moons ago, without much luck. However this time round I have a bit more clue and have managed to fill in most of the pieces of the puzzle myself. Here's what I'd like to do: Incoming requests get assigned to staff members by someone, and all dialogue with the customer gets handled purely from the mail client. So what I've done, is made a template called FirstCorrespondence, which among other things, includes: {$Ticket->Transactions->Next->Content()} I have installed the OwnerChange ScripCondition, so on OwnerChange, I NotifyOwner with the FirstCorrespondence template. This is working nicely, so if some assigns a ticket to someone else, that person gets the contents of the customers first email, ready to reply to. There are two problems here. 1). If the owner is the person who changes the ownership, the Scrip doesn't occur. I understand why it doesn't, but can I change this? 2). In most cases I don't want subsequent owner changes to trigger the above scrip. Really only the change from 'Nobody' to 'someone else' should trigger it. It seems to me that a clean solution would be a method to 'bounce' a correspondence to the owner's email address via a certain template. I envisige that as a button next to Reply and Comment against a correspondence (say called 'Bounce') which would basically do a NotifyOwner with a particular template. Any comments welcome. Interested to hear if anybody else is using RT in a primarily mail client driven role. Regards, Justin -- Justin Hawkins Internode Professional Access From smylers at gbdirect.co.uk Mon Apr 22 04:30:38 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Mon, 22 Apr 2002 09:30:38 +0100 (BST) Subject: [rt-users] RT misparsing From header In-Reply-To: Message-ID: Yesterday Sebastian Flothow wrote: > Yesterday, someone sent a message to our RT instance with a From > header like this: > > From: "Random, Joe" > > The mail then sent to the queue watchers had this header: > > From: ""@www-dmz.schloss-online.de, Random at www-dmz.schloss-online.de, > Joe " via RT" > > (www-dmz.schloss-online.de is the machine running RT.) > > Any ideas what went wrong there, or how to correct it? This sounds like what I postulated as being a problem a few week's ago: http://lists.fsck.com/pipermail/rt-users/2002-March/007455.html However after some tests and off-list communication with Jesse I was unable to produce this, so assumed my postulations were misguided. > This is RT 2.0.13, sending mail via qmail. We're using 'Exim'; Phil Oester who had the problem last time uses 'Sendmail'. This could be significant. Can you look up the entry for Joe Random's user account in 'RT' and look to see what his real name is set to. In particular, does it have quotes in it? It looks like quotes are being added in two places (one of them probably being when "via RT" is appended). The doubled quoting is of course causing some words which should be quoted not to be, therefore they are in places where an e-mail address should be. And you've probably got your MTA configured so that local e-mail addresses can consist of just the username part and have the domain added automatically. Those things combined makes what you're seeing seem plausible. For fixing this we're going to have to work out exactly where which quotes are being added. Simon -- GBdirect http://www.gbdirect.co.uk/ From vsra at lucent.com Mon Apr 22 05:08:15 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Mon, 22 Apr 2002 14:38:15 +0530 Subject: [rt-users] Error Message-ID: Hi, I have configured RT as per the docs. But when I try to access the RT's index.html it gives an error like Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root at exceed1 and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. > Here's the error-log's error > [Mon Apr 22 14:29:24 2002] [error] Can't locate object method "connect" via package "Apache::DBI::connect" at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/DBI.pm line 416. Any idea what this error could mean / how do I fix it? TIA, -Prasad From vsra at lucent.com Mon Apr 22 05:20:50 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Mon, 22 Apr 2002 14:50:50 +0530 Subject: [rt-users] Error Message-ID: Yes, I have done it by hand. regards -----Original Message----- From: Yan Fitterer [mailto:y.fitterer at ram.ac.uk] Sent: Monday, April 22, 2002 3:45 PM To: V S R A, Prasad (Prasad) Subject: Re: [rt-users] Error Have you installed Apache::DBI by hand? make fixdeps doesn't do it for you. You have to do it by hand. Y. ---- On 22 Apr 2002, at 14:38, V S R A, Prasad (Prasad) wrote: ---- > Hi, > > I have configured RT as per the docs. But when I try to access the > RT's index.html it gives an error like > > Internal Server Error > The server encountered an internal error or misconfiguration and was > unable to complete your request. Please contact the server > administrator, root at exceed1 and inform them of the time the error > occurred, and anything you might have done that may have caused the > error. More information about this error may be available in the > server error log. > > > > > Here's the error-log's error > > > [Mon Apr 22 14:29:24 2002] [error] Can't locate object method > "connect" via package "Apache::DBI::connect" at > /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/DBI.pm line 416. > > Any idea what this error could mean / how do I fix it? > > TIA, > -Prasad > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From hwagener at hamburg.fcb.com Mon Apr 22 08:23:00 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 22 Apr 2002 14:23:00 +0200 Subject: [rt-users] Permission/Group Strangeness after switching to External Authentication - SOLVED References: <3CBFEECA.4030804@hamburg.fcb.com> Message-ID: <3CC400A4.8000104@hamburg.fcb.com> Harald Wagener wrote: > Hello all, > after switching to external authentication for users sending mail and > WebExternalAuth for the web interface, I am faced with the following > problems: [snip] Hello all, these problems were all solved after I found out the permissions for /tmp were set to rwxrwxr-x. I changed them to rwxrwxrwt again, whih promptly solved the matter. Which part of my changes changed the permissions to /tmp I don't know, but I cannot remember doing it myself manually... regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From frederic.gobin at mindmatics.de Mon Apr 22 09:48:55 2002 From: frederic.gobin at mindmatics.de (Frederic Gobin) Date: Mon, 22 Apr 2002 15:48:55 +0200 Subject: [rt-users] Can't start apache after installing RT 2.0.13 Message-ID: <3CC414C7.1030309@mindmatics.de> Each time I try to start apache with apachectl start I get an error : Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94. [Mon Apr 22 15:37:27 2002] [error] Global symbol "$m" requires explicit package name at /usr/local/rt2/bin/webmux.pl line 94. Compilation failed in require at (eval 1) line 1. Syntax error on line 587 of /usr/local/apache/conf/httpd.conf: Global symbol "$m" requires explicit package name at /usr/local/rt2/bin/webmux.pl line 94. Compilation failed in require at (eval 1) line 1. /usr/local/apache/bin/apachectl start : httpd could not be started Here is the part of my httpd.conf I changed : Alias /rt2 "/usr/local/rt2/WebRT/html" PerlRequire /Usr/local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason And here is the relevant part of my webmux.pl use Apache::Session::File; #... sub SetContentType { my $type = shift; $RT::Mason::r->content_type($type); } sub CGIObject { $m->cgi_object(); } } The line with the $m is the line 94 and the only one with $m ... Whats wrong ? From rehan at nha.co.za Mon Apr 22 10:24:02 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: Mon, 22 Apr 2002 16:24:02 +0200 Subject: [rt-users] RT WebUI suggestion: on change queue & keywords add Message-ID: Hi, When modifying a ticket, I can change status, subject etc, and edit the relevant keywords, but as soon as I change the queue, the keyword changes are ignored. I realise that this would be due to the fact that keywords are not neccesarily the same for different queues. Would it not be better then to seperate these screens, thus seperating "Basics" and "Keyword Selection"? Rehan van der Merwe Neil Harvey & Associates (Pty) Ltd http://www.nha.co.za rehan at nha.co.za Tel: +27 21 6709237 Fax: +27 21 6709337 From smylers at gbdirect.co.uk Mon Apr 22 10:42:11 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Mon, 22 Apr 2002 15:42:11 +0100 (BST) Subject: [rt-users] RT WebUI suggestion: on change queue & keywords add In-Reply-To: Message-ID: Rehan van der Merwe wrote: > Would it not be better then to seperate these screens, thus seperating > "Basics" and "Keyword Selection"? Separate them if you want; it isn't hard. Basically you'll want to make a copy of Ticket/Modify.html with a new name, then remove one of those things from one file and t'other thing from t'other one. Then tweak Ticket/Elements/Tabs so that the tabs appearing at the top correspond to the pages you now have (maybe inserting Bb => 'Keywords') in that hash) and change one of the box headings in Ticket/Elements/ShowSummary. Note that I haven't done any of the above -- I've actually been doing the opposite, and combining things together to reduce the number of pages people have to visit to change several things related to a ticket. But what you're wanting is similar in terms of the location and magnitude of changes required, so I've reasonable confidence in the above suggestions. Maybe the fact that the two of us each want to make changes in opposite directions to each other can probably be taken as indication that the current default set-up is about right ... Smylers -- GBdirect http://www.gbdirect.co.uk/ From mgrubb at fifthvision.net Mon Apr 22 10:44:08 2002 From: mgrubb at fifthvision.net (Michael Grubb) Date: Mon, 22 Apr 2002 09:44:08 -0500 Subject: [rt-users] 'Bouncing' email to owner on Take or owner change In-Reply-To: <1019454977.27042.47.camel@weasel.internode.com.au> References: <1019454977.27042.47.camel@weasel.internode.com.au> Message-ID: <200204220944.08130.mgrubb@fifthvision.net> On Monday 22 April 2002 12:56 am, Justin Hawkins wrote: Well, here is a ScripCondition that I wrote that does just that, The conditions are, when the ticket status is new, and the previous owner is nobody it returns true. I use it to automatically change the status of the ticket to open when the ticket is first picked up.. Which by the way, if anyone knows how I can get the ticket display screen to display this change immediately, I would love to know, because once the scripaction sets the status to open the display still shows it as new until you refresh. > Hi there, > > I've asked this I think many moons ago, without much luck. However this > time round I have a bit more clue and have managed to fill in most of > the pieces of the puzzle myself. > > Here's what I'd like to do: Incoming requests get assigned to staff > members by someone, and all dialogue with the customer gets handled > purely from the mail client. > > So what I've done, is made a template called FirstCorrespondence, which > among other things, includes: > > {$Ticket->Transactions->Next->Content()} > > I have installed the OwnerChange ScripCondition, so on OwnerChange, I > NotifyOwner with the FirstCorrespondence template. > > This is working nicely, so if some assigns a ticket to someone else, > that person gets the contents of the customers first email, ready to > reply to. > > There are two problems here. > > 1). If the owner is the person who changes the ownership, the Scrip > doesn't occur. I understand why it doesn't, but can I change this? > 2). In most cases I don't want subsequent owner changes to trigger the > above scrip. Really only the change from 'Nobody' to 'someone else' > should trigger it. > > It seems to me that a clean solution would be a method to 'bounce' a > correspondence to the owner's email address via a certain template. I > envisige that as a button next to Reply and Comment against a > correspondence (say called 'Bounce') which would basically do a > NotifyOwner with a particular template. > > Any comments welcome. Interested to hear if anybody else is using RT in > a primarily mail client driven role. > > Regards, > > Justin -------------- next part -------------- A non-text attachment was scrubbed... Name: TicketPickup.tar.gz Type: application/x-tgz Size: 1052 bytes Desc: not available URL: From kpatton at pixim.com Mon Apr 22 10:45:19 2002 From: kpatton at pixim.com (Kirk Patton x111) Date: Mon, 22 Apr 2002 07:45:19 -0700 Subject: [rt-users] Weird Slowness on Ticket Reply's Message-ID: <20020422074519.M1478@captain.pixim.com> Hello, I installed RT about a month ago and have noted some strange behavior which I am trying to resolve. I have noticed that my RT installation is extremely slow when sending a "Response to requesters" in the "Resolve" form. I have noticed this same slowness when sending a reply without ticket history. The delay is at least one minute. I ran a tail on the web server logs to see what the hangup was, but the log is not being updated at the time I hit the submit button... In the instances where things are slow, it seems as if the browser is spending an inordinate amount of time doing something. In the browser status window, I do see the "Connected to..." message. I ran a packet trace to see if anything was actually coming from the browser when I hit the submit button. I did see a HTTP POST request at the time I hit the submit button. There was one additional packet after that sent to the web server. What followed was a lag of about 90 seconds. Then the web server log updated and I got the response back to my browser. Other observations: Using the "Comment" function works fine. No slowness Using the "Reply" function works fine as long as "Comment not sent to requesters" is selected. Using the "Reply" function works fine if I am responding to an existing comment or reply. Using the "Resolve" function works fine as long as "Comment not sent to requesters" is selected. Has anyone seen behavior like this before? Does anyone have any suggestion on what I could do to further narrow down what is causing the lag? Any help is appreciated. Thanks, Kirk -- Kirk Patton Pixim Inc. Sr. Systems Administrator Phone 650 605-1111 Cell 650 224-0739 Fax 650 934-0560 e-mail kpatton at pixim.com From sven.sternberger at desy.de Mon Apr 22 11:51:35 2002 From: sven.sternberger at desy.de (Sven Sternberger) Date: 22 Apr 2002 17:51:35 +0200 Subject: [rt-users] Automated user login creating Message-ID: <1019490695.18799.277.camel@zitpcx3298> Hello! I want to write small script to create about 100 logins, but I have no idea how i could get them intop the database. Is an entry in the mysql table enough? bye sven -- Sven Sternberger Tel.: +49 (0) 40 8998 4397 Desy Email: sven.sternberger at desy.de Notkestr. 85 D-22607 Hamburg From jesse at bestpractical.com Mon Apr 22 13:43:24 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 22 Apr 2002 13:43:24 -0400 Subject: [rt-users] RFC: RT install w/o setgid Perl or mod_perl In-Reply-To: <20020418180033.A32527@yorktown.isdn.uiuc.edu>; from roth@feep.net on Thu, Apr 18, 2002 at 06:00:33PM -0500 References: <20020418180033.A32527@yorktown.isdn.uiuc.edu> Message-ID: <20020422134324.Y19727@fsck.com> Thanks very much for the writeup of how you did your RT installation. I'm sure folks will find it useful. > * Change the installation procedure to use autoconf. This would make > it easier to install different parts of RT in different locations > and with different options. It would also make it easier to build > distributable packages of RT. I'm not actually finding it difficult to install RT in a completely different directory structure using only alternative makefile variables passed to make on the commandline by my packaging system's build mechanism (I needed to make one change to RT's makefile to more easily move the config file) The current RT 2.1 dev series makes all this even easier. > > * Change the installation procedure not to assume that different > files and directories need to have different ownerships. This > would allow RT to be installed by a user other than root. > > * Improve the documentation. In particular, the installation > instructions need to be more precise and more detailed. It sounds like you're setting up RT as a service for paying customers. If you're interested in improvements to RT's installation support and documentation, there are a couple of ways you can help make them happen: 1) Sign up for the rt-doc-workers mailinglist and submit updated and expanded documentation 2) Sponsor additional RT development; say an alternative installation designed to run as a single user. 3) Buy a support contract. Every support contract gets you top-notch RT support. Additionally, it helps make sure that I can continue to develop RT in the future. 4) Contribute new code to implement new functionality that you need. Before contributing any significant code to RT, you should subscribe to the rt-devel mailinglist and describe what you're looking to do in order to get some feedback before going forward. Information on support options is available from http://bestpractical.com Thanks, Jesse -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. From ian at assv.net Mon Apr 22 13:46:32 2002 From: ian at assv.net (Ian D) Date: 22 Apr 2002 19:46:32 +0200 Subject: [rt-users] Automated user login creating In-Reply-To: <1019490695.18799.277.camel@zitpcx3298> References: <1019490695.18799.277.camel@zitpcx3298> Message-ID: Sven Sternberger writes: > Hello! > > I want to write small script to create about 100 logins, > but I have no idea how i could get them intop the database. > Is an entry in the mysql table enough? Use the API provided for this. http://www.stacken.kth.se/~ian/ldap-add-users.pl is a script I wrote that pulls users from LDAP and puts them in RT's user db. -- /Ian D ian at assv.net - www.assv.net From ian at assv.net Mon Apr 22 14:12:55 2002 From: ian at assv.net (Ian D) Date: 22 Apr 2002 20:12:55 +0200 Subject: [rt-users] Automated user login creating In-Reply-To: References: <1019490695.18799.277.camel@zitpcx3298> Message-ID: Ian D writes: > Sven Sternberger writes: > > > Hello! > > > > I want to write small script to create about 100 logins, > > but I have no idea how i could get them intop the database. > > Is an entry in the mysql table enough? > > Use the API provided for > this. http://www.stacken.kth.se/~ian/ldap-add-users.pl is a script I > wrote that pulls users from LDAP and puts them in RT's user db. http://www.stacken.kth.se/~ian/ldap-add-users.text is a URL that works better. For those with afs, it's /afs/stacken.kth.se/home/ian/public_html/ldap-add-users.text -- /Ian D ian at assv.net - www.assv.net From colleen at darksideproductions.net Mon Apr 22 15:10:27 2002 From: colleen at darksideproductions.net (Colleen) Date: Mon, 22 Apr 2002 12:10:27 -0700 Subject: [rt-users] Modifications to DB Message-ID: <12F63B1280D5E444930A872E98BF552D6E9BEB@darkside1.darksideproductions.net> Hi, Does anyone know of any contributions to the RT code base to allow client information into the Ticket? I'm beginning to make my own modifications and I want to be sure I'm not reinventing the wheel. Thanks, Colleen Noonan From mrcpu at internetcds.com Mon Apr 22 17:19:17 2002 From: mrcpu at internetcds.com (Jaye Mathisen) Date: Mon, 22 Apr 2002 14:19:17 -0700 Subject: [rt-users] Attachments give 404... Message-ID: <20020422141916.P4782@backmaster.cdsnet.net> I don't know why I didn't notice this before, but... The dhandler in /Ticket/Attachment doesn't seem to be functioning inside my 2.0.13 RT release. If you click on an attachment in a ticket display, the error is just 404 file not found. Is there something else I need to do mason-wise to get this working? I can't seem to find anything else broken. As near as I can tell, permissions/ownerships are right, but not absolutely positive. Thanks. From pdh at snapgear.com Mon Apr 22 22:52:46 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 23 Apr 2002 12:52:46 +1000 Subject: [rt-users] ParseNewMessageForTicketCcs and IsRTAddress() Message-ID: <20020423025246.GL360@luggage> OK, so $BOSS wants to enable ParseNewMessageForTicketCcs. We have a lot of addresses that forward into RT, and maintaining IsRTAddress() to know about them all is infeasible. (Specially when at least one customer has a tracking address that also forwards back to our RT system....) What I'm wondering is... is the big warning about not updating IsRTAddress really still relevant? Surely if you send a message to RT CC'ed to another RT address, any correspondence back out from RT will have the X-RT-Loop-Prevention header in place, in which case RT::Email::CheckForLoops() should squelch any reply bombs? Or am I missing something fundamental here? From pdh at snapgear.com Mon Apr 22 23:45:34 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 23 Apr 2002 13:45:34 +1000 Subject: [rt-users] ParseNewMessageForTicketCcs and IsRTAddress() In-Reply-To: <20020423025246.GL360@luggage> References: <20020423025246.GL360@luggage> Message-ID: <20020423034534.GN360@luggage> Phil Homewood wrote: > What I'm wondering is... is the big warning about not updating > IsRTAddress really still relevant? Surely if you send a message > to RT CC'ed to another RT address, any correspondence back out > from RT will have the X-RT-Loop-Prevention header in place, in > which case RT::Email::CheckForLoops() should squelch any reply > bombs? OK, don't blame me if this drags your mailserver down screaming, but a quick test seems to bear out my suspicions. The bounce/loop detector kicks in and sends a copy of the correspondence to $OwnerEmail. (This is with $LoopsToRTOwner = 1; changing that may cause different behaviour.) So as long as you're not setting $OwnerEmail to an RT address, doing this shouldn't burn you too badly. Note, if you want to avoid the bounce notifications entirely, you still need to hack up IsRTAddress(). This should result in the RT address never being added as watcher, so no email goes to it and no bounce detection ever occurs. The big warning comment apparently comes from the days before the bounce squelcher was functional. Thanks to Jesse for confirming this. (Hint, folks: you get a quick turnaround if you shower him with gifts and/or money. :-) From justin at internode.com.au Mon Apr 22 23:46:38 2002 From: justin at internode.com.au (Justin Hawkins) Date: 23 Apr 2002 13:16:38 +0930 Subject: [rt-users] 'Bouncing' email to owner on Take or owner change In-Reply-To: <200204220944.08130.mgrubb@fifthvision.net> References: <1019454977.27042.47.camel@weasel.internode.com.au> <200204220944.08130.mgrubb@fifthvision.net> Message-ID: <1019533604.29293.43.camel@weasel.internode.com.au> On Tue, 2002-04-23 at 00:14, Michael Grubb wrote: > On Monday 22 April 2002 12:56 am, Justin Hawkins wrote: > Well, here is a ScripCondition that I wrote that does just that, > The conditions are, when the ticket status is new, and the previous owner is > nobody it returns true. I use it to automatically change the status of the > ticket to open when the ticket is first picked up.. > Which by the way, if anyone knows how I can get the ticket display screen to > display this change immediately, I would love to know, because once the > scripaction sets the status to open the display still shows it as new until > you refresh. This works great! Do you have it setup in some way so that it also activates if the user changing ownership is the same as the user who ownership is being given to? In my setup, in those circumstances, mail is not sent out. Michael, do you have the same 'problem'? I understand this is not the fault of the scrip - it's just the way RT does things. - Justin -- Justin Hawkins Internode Professional Access From proftp_cj at kdd.de Tue Apr 23 03:11:02 2002 From: proftp_cj at kdd.de (Christian) Date: Tue, 23 Apr 2002 09:11:02 +0200 Subject: [rt-users] RT 2.0.13 upgrade on Redhat 7.2 In-Reply-To: <3CA9926C.3070908@hamburg.fcb.com> References: Message-ID: <5.1.0.14.2.20020423084023.021617c8@mail.kddnet.de> At 13:13 02.04.2002 +0200, Harald Wagener wrote: >Frank Reppin wrote: >>On Thu, 28 Mar 2002, Yan Fitterer wrote: >> >>>Hi, >> >>Hello, >> >>>Has anybody managed to get RT working on a Redhat 7.2 install? >> >>Yes, I tested this with success. >> >>>Had 2.0.4 working like a charm for a while, then upgraded Redhat to 7.2. >>>No problems. >>> >>>Then upgraded RT to 2.0.13 - and Apache dies on startup. No messages in >>>any of the logs (rt, Apache, or the system log). >> >>I had exactly the same problem. Solution : >>compiling mod_perl *into* apache sources solved it (as mentioned >>in the FAQ too) solved my problems and since then it works great. > > >Another fix should be to upgrade to perl-5.6.1 and the according mod_perl >and apache packages. updates are available from redhat. Remember though, >that You mght have to reinstall all the needed modules. > >Regards, > Harald ... Hello, I have, unfortunately, exact the same Problem, now . First I updated the whole System with all RedHat 7.2 Updates (incl. Perl 5.6.1) and then I installed RT 2.0.13. Both possibilities of start reports OK /usr/sbin/apachectl start: httpd started service httpd start [OK] => But httpd is dead. !! (no message ... nothing) Any fix / possibility without compiling a new apache with "mod_perl *into*" ?? best regards Christian -- PerlRequire /opt/rt2/bin/webmux.pl #PerlModule Apache::DBI #PerlFreshRestart On SetHandler perl-script PerlHandler RT::Mason Alias /rt2/ /opt/rt2/WebRT/html/ -- From jared.gabbay at shazamteam.com Tue Apr 23 04:29:05 2002 From: jared.gabbay at shazamteam.com (Jared Gabbay) Date: Tue, 23 Apr 2002 09:29:05 +0100 Subject: [rt-users] httpd config problem Message-ID: <200204230829.EAA00340@tonnant.cnchost.com> Hey dudes and dudettes... I've got a slight problem... When I try to start httpd with this in my httpd.conf: ServerName cartman.uk.shazamteam.com ServerAdmin jared.gabbay at shazamteam.com DocumentRoot /opt/rt2/WebRT/html #PerlModule Apache::DBI PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason I get this: [1]+ Exit 1 ../bin/httpd [root at cartman conf]# tail ../logs/error_log [Tue Apr 23 09:22:13 2002] [error] Can't locate object method "boot" via package "mod_perl::boot" at /usr/lib/perl5/5.6.1/i386-linux/Apache/Constants.pm line 8. Compilation failed in require at /usr/lib/perl5/5.6.1/i386-linux/Apache.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/5.6.1/i386-linux/Apache.pm line 6. Compilation failed in require at /usr/lib/perl5/5.6.1/CGI.pm line 161. Compilation failed in require at /opt/rt2/bin/webmux.pl line 19. BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 19. Compilation failed in require at (eval 2) line 1. [Tue Apr 23 09:22:13 2002] [error] Can't load Perl file: /opt/rt2/bin/webmux.pl for server cartman.uk.shazamteam.com:0, exiting... I cant seem to find any reference to this problem in the archives, nor in the docs, so i wonder if anyone has any ideas? Cheers, -j From frederic.gobin at mindmatics.de Tue Apr 23 04:39:50 2002 From: frederic.gobin at mindmatics.de (Frederic Gobin) Date: Tue, 23 Apr 2002 10:39:50 +0200 Subject: [rt-users] Can't start Apache after installing RT 2.0.13 Message-ID: <3CC51DD6.4040407@mindmatics.de> Each time I try to start apache with apachectl start I get an error : Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94. [Mon Apr 22 15:37:27 2002] [error] Global symbol "$m" requires explicit package name at /usr/local/rt2/bin/webmux.pl line 94. Compilation failed in require at (eval 1) line 1. Syntax error on line 587 of /usr/local/apache/conf/httpd.conf: Global symbol "$m" requires explicit package name at /usr/local/rt2/bin/webmux.pl line 94. Compilation failed in require at (eval 1) line 1. /usr/local/apache/bin/apachectl start : httpd could not be started Here is the part of my httpd.conf I changed : Alias /rt2 "/usr/local/rt2/WebRT/html" PerlRequire /Usr/local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason And here is the relevant part of my webmux.pl use Apache::Session::File; #... sub SetContentType { my $type = shift; $RT::Mason::r->content_type($type); } sub CGIObject { $m->cgi_object(); } } The line with the $m is the line 94 and the only one with $m ... Whats going wrong ? From hwagener at hamburg.fcb.com Tue Apr 23 04:46:32 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 23 Apr 2002 10:46:32 +0200 Subject: [rt-users] Automated user login creating References: <1019490695.18799.277.camel@zitpcx3298> Message-ID: <3CC51F68.3040505@hamburg.fcb.com> Ian D wrote: [snip] > > http://www.stacken.kth.se/~ian/ldap-add-users.text is a URL that works better. [snip] Hello Ian, this script seems to be the last missing brick in building the foundation for a complete integration of RT into an existing LDAP structure (along with the formaidable LDAP External User Lookup, the LDAPsync script from SCA and the Qsearch add on). Unfortunately, I cannot get it to work from scratch, and it does not come with any dosumentation other than the source. I changed most of the filter stuff for the LDAP access except for the lines foreach $entry ($mesg->all_entries){ $ref = $entry->get_value( 'employeeNumber' ); if($ref){ push @users, $entry->get_value('uid'); } } Am I right in assuming that empoyeeNumber is part of Your ldap schema? Is this Your primary key? If yes, is it safe to change it to our primary key? Does the script expect any arguments? Sorry for all these questions, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From ian at assv.net Tue Apr 23 05:08:06 2002 From: ian at assv.net (Ian D) Date: 23 Apr 2002 11:08:06 +0200 Subject: [rt-users] Automated user login creating In-Reply-To: <3CC51F68.3040505@hamburg.fcb.com> References: <1019490695.18799.277.camel@zitpcx3298> <3CC51F68.3040505@hamburg.fcb.com> Message-ID: "Harald Wagener" writes: > foreach $entry ($mesg->all_entries){ > $ref = $entry->get_value( 'employeeNumber' ); > if($ref){ > push @users, $entry->get_value('uid'); > } > } > > > Am I right in assuming that empoyeeNumber is part of Your ldap schema? > Is this Your primary key? If yes, is it safe to change it to our > primary key? Does the script expect any arguments? Yes, employeeNumber is an attribute we have for separating people actually working here with ones in the LDAP database for other purposes (webhosting, CVS access et c). It should be portable enough. The script doesn't expect any arguments (it just loops through all posixAccount's, looks at the employeeNumber attribute, sees that one's there and pushes to the users-stack) It's fugly code that I slapped together by looking at the `rt' script provided and reading some Net::LDAP code, but it works. I forgot to license it, so I have no idea if it's BSD or GPL. Just give me some credit in it and I'll be happy. -- /Ian D ian at assv.net - www.assv.net From vsra at lucent.com Tue Apr 23 05:18:01 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Tue, 23 Apr 2002 14:48:01 +0530 Subject: [rt-users] Can't start Apache after installing RT 2.0.13 Message-ID: Downgrade HTML::Mason to 1.02 .... That should fix. regards -----Original Message----- From: Frederic Gobin [mailto:frederic.gobin at mindmatics.de] Sent: Tuesday, April 23, 2002 2:10 PM To: rt-users; rt-devel Subject: [rt-users] Can't start Apache after installing RT 2.0.13 Each time I try to start apache with apachectl start I get an error : Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94. [Mon Apr 22 15:37:27 2002] [error] Global symbol "$m" requires explicit package name at /usr/local/rt2/bin/webmux.pl line 94. Compilation failed in require at (eval 1) line 1. Syntax error on line 587 of /usr/local/apache/conf/httpd.conf: Global symbol "$m" requires explicit package name at /usr/local/rt2/bin/webmux.pl line 94. Compilation failed in require at (eval 1) line 1. /usr/local/apache/bin/apachectl start : httpd could not be started Here is the part of my httpd.conf I changed : Alias /rt2 "/usr/local/rt2/WebRT/html" PerlRequire /Usr/local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason And here is the relevant part of my webmux.pl use Apache::Session::File; #... sub SetContentType { my $type = shift; $RT::Mason::r->content_type($type); } sub CGIObject { $m->cgi_object(); } } The line with the $m is the line 94 and the only one with $m ... Whats going wrong ? _______________________________________________ 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 Apr 23 07:13:21 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Tue, 23 Apr 2002 11:13:21 -0000 Subject: [rt-users] RT 2.0.13 upgrade on Redhat 7.2 In-Reply-To: <5.1.0.14.2.20020423084023.021617c8@mail.kddnet.de> References: <3CA9926C.3070908@hamburg.fcb.com> Message-ID: <3CC533CA.27591.6C1A21@localhost> Any particular reason for commenting out PerlModule and PerlFreshRestart ? I think those were vital to me. I ended up re-installing RedHat from scratch, then finding that I still got the same error. Added the PerlModule and PerlFreshRestart, and that fixed it. Works great now. I even have other virtual hosts using mod_perl OK with other software. Y. ServerAdmin xxx DocumentRoot xxx ServerName xxx PerlModule Apache::DBI PerlFreshRestart On PerlRequire /usr/local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ---- On 23 Apr 2002, at 9:11, Christian wrote: ---- > At 13:13 02.04.2002 +0200, Harald Wagener wrote: > >Frank Reppin wrote: > >>On Thu, 28 Mar 2002, Yan Fitterer wrote: > >> > >>>Hi, > >> > >>Hello, > >> > >>>Has anybody managed to get RT working on a Redhat 7.2 install? > >> > >>Yes, I tested this with success. > >> > >>>Had 2.0.4 working like a charm for a while, then upgraded Redhat to > >>>7.2. No problems. > >>> > >>>Then upgraded RT to 2.0.13 - and Apache dies on startup. No > >>>messages in any of the logs (rt, Apache, or the system log). > >> > >>I had exactly the same problem. Solution : > >>compiling mod_perl *into* apache sources solved it (as mentioned in > >>the FAQ too) solved my problems and since then it works great. > > > > > >Another fix should be to upgrade to perl-5.6.1 and the according > >mod_perl and apache packages. updates are available from redhat. > >Remember though, that You mght have to reinstall all the needed > >modules. > > > >Regards, > > Harald > ... > > Hello, > I have, unfortunately, exact the same Problem, now . > > > First I updated the whole System with all RedHat 7.2 Updates (incl. > Perl 5.6.1) and then I installed RT 2.0.13. > > Both possibilities of start reports OK > /usr/sbin/apachectl start: httpd started > service httpd start [OK] > > => But httpd is dead. !! (no message ... nothing) > > Any fix / possibility without compiling a new apache with "mod_perl > *into*" ?? > > best regards > Christian > > -- > PerlRequire /opt/rt2/bin/webmux.pl > #PerlModule Apache::DBI > #PerlFreshRestart On > > SetHandler perl-script > PerlHandler RT::Mason > > > > > Alias /rt2/ /opt/rt2/WebRT/html/ > -- > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From frederic.gobin at mindmatics.de Tue Apr 23 09:00:17 2002 From: frederic.gobin at mindmatics.de (Frederic Gobin) Date: Tue, 23 Apr 2002 15:00:17 +0200 Subject: [rt-users] Can't start Apache after installing RT 2.0.13 References: Message-ID: <3CC55AE1.3040900@mindmatics.de> It Works !!! (I got all Perl-modules by searching on the CPAN-website and got version 1.09_01 ...) V S R A, Prasad (Prasad) wrote: > Downgrade HTML::Mason to 1.02 .... > > That should fix. > > regards > > -----Original Message----- > From: Frederic Gobin [mailto:frederic.gobin at mindmatics.de] > Sent: Tuesday, April 23, 2002 2:10 PM > To: rt-users; rt-devel > Subject: [rt-users] Can't start Apache after installing RT 2.0.13 > > > Each time I try to start apache with > > apachectl start > > I get an error : > > Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94. > [Mon Apr 22 15:37:27 2002] [error] Global symbol "$m" requires > explicit package name at /usr/local/rt2/bin/webmux.pl line 94. > Compilation failed in require at (eval 1) line 1. > > Syntax error on line 587 of /usr/local/apache/conf/httpd.conf: > Global symbol "$m" requires explicit package name at > /usr/local/rt2/bin/webmux.pl line 94. > Compilation failed in require at (eval 1) line 1. > > /usr/local/apache/bin/apachectl start : httpd could not be started > > Here is the part of my httpd.conf I changed : > > Alias /rt2 "/usr/local/rt2/WebRT/html" > PerlRequire /Usr/local/rt2/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > And here is the relevant part of my webmux.pl > > use Apache::Session::File; > > #... > sub SetContentType { > my $type = shift; > $RT::Mason::r->content_type($type); > } > > sub CGIObject { > $m->cgi_object(); > } > > } > > The line with the $m is the line 94 and the only one with $m ... > > Whats going wrong ? > > > _______________________________________________ > 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 proftp_cj at kdd.de Tue Apr 23 09:19:49 2002 From: proftp_cj at kdd.de (Christian) Date: Tue, 23 Apr 2002 15:19:49 +0200 Subject: [rt-users] RT 2.0.13 upgrade on Redhat 7.2 In-Reply-To: <3CC533CA.27591.6C1A21@localhost> References: <5.1.0.14.2.20020423084023.021617c8@mail.kddnet.de> <3CA9926C.3070908@hamburg.fcb.com> Message-ID: <5.1.0.14.2.20020423151203.00b17f38@mail.kddnet.de> Hi Yan and the other folks, At 11:13 23.04.2002 +0000, Yan Fitterer wrote: >Any particular reason for commenting out PerlModule and >PerlFreshRestart ? I think those were vital to me. Just a test, I tried with and without. >I ended up re-installing RedHat from scratch, then finding that I still >got the same error. Added the PerlModule and PerlFreshRestart, >and that fixed it. Works great now. I even have other virtual hosts >using mod_perl OK with other software. > >Y. Now I tested, because of your hint, also ones with VirtualHost. DocumentRoot /opt/rt2/WebRT/html/ ServerName www.rt2.de PerlModule Apache::DBI PerlFreshRestart On PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason --> !!! fine !!! It's crazy, that works very well !! ???? i tested again with -- PerlRequire /opt/rt2/bin/webmux.pl PerlModule Apache::DBI PerlFreshRestart On SetHandler perl-script PerlHandler RT::Mason ... Alias /rt2/ /opt/rt2/WebRT/html/ -- No success. Apache could not start Any additional idea ?? thanks Christian > > ServerAdmin xxx > DocumentRoot xxx > ServerName xxx > PerlModule Apache::DBI > PerlFreshRestart On > PerlRequire /usr/local/rt2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > > >---- On 23 Apr 2002, at 9:11, Christian wrote: ---- > > > At 13:13 02.04.2002 +0200, Harald Wagener wrote: > > >Frank Reppin wrote: > > >>On Thu, 28 Mar 2002, Yan Fitterer wrote: > > >> > > >>>Hi, > > >> > > >>Hello, > > >> > > >>>Has anybody managed to get RT working on a Redhat 7.2 install? > > >> > > >>Yes, I tested this with success. > > >> > > >>>Had 2.0.4 working like a charm for a while, then upgraded Redhat to > > >>>7.2. No problems. > > >>> > > >>>Then upgraded RT to 2.0.13 - and Apache dies on startup. No > > >>>messages in any of the logs (rt, Apache, or the system log). > > >> > > >>I had exactly the same problem. Solution : > > >>compiling mod_perl *into* apache sources solved it (as mentioned in > > >>the FAQ too) solved my problems and since then it works great. > > > > > > > > >Another fix should be to upgrade to perl-5.6.1 and the according > > >mod_perl and apache packages. updates are available from redhat. > > >Remember though, that You mght have to reinstall all the needed > > >modules. > > > > > >Regards, > > > Harald > > ... > > > > Hello, > > I have, unfortunately, exact the same Problem, now . > > > > > > First I updated the whole System with all RedHat 7.2 Updates (incl. > > Perl 5.6.1) and then I installed RT 2.0.13. > > > > Both possibilities of start reports OK > > /usr/sbin/apachectl start: httpd started > > service httpd start [OK] > > > > => But httpd is dead. !! (no message ... nothing) > > > > Any fix / possibility without compiling a new apache with "mod_perl > > *into*" ?? > > > > best regards > > Christian > > > > -- > > PerlRequire /opt/rt2/bin/webmux.pl > > #PerlModule Apache::DBI > > #PerlFreshRestart On > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > > > > > > Alias /rt2/ /opt/rt2/WebRT/html/ > > -- > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > >-- >Yan Fitterer >IT Manager, Royal Academy of Music >E-mail : y.fitterer at ram.ac.uk >Marylebone Rd, London, NW1 5HT >Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 > From me-maillists at billskill.com Tue Apr 23 09:39:33 2002 From: me-maillists at billskill.com (me-maillists at billskill.com) Date: Tue, 23 Apr 2002 15:39:33 +0200 (CEST) Subject: [rt-users] User rights not checked when accessing tickets directly via number? In-Reply-To: <5.1.0.14.2.20020423151203.00b17f38@mail.kddnet.de> Message-ID: Hi all, just found a problem with RT 2.0.13 on our site, that a user with no rights on a certain queue can access the tickets in that queue if he access them directly by number. First realised this when just clicking a link in an autogenerated mail and saw that I had the wrong user logged in when testing stuff. Can anyone else confirm this behaviour or is it just me that has managed to screw up my config? Some background: Just installed RT and trying to configure this for use by our internal support/helpdesk. Realising how neat RT is I started playing with the idea to also let it handle the company info requests. For certain reasons I don't want our support clients to be able to view these internal errors and also didn't want those internal notes generate any autoreplies. So the solution was that I have removed the global scrip OnCreate->AutoreplyRequestor->Autoreply template and added it to the queues where I want the autoreply to be created. Secondly I have created two groups one for company use and one for external support clients. The local group has global rights to view any queue whereas the support group only have access to the groups of their interest. Is the assumtion that this ought to work correct or should I have two separate installations to handle it? Best regards Magnus Egnerfors From smylers at gbdirect.co.uk Tue Apr 23 10:02:43 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Tue, 23 Apr 2002 15:02:43 +0100 (BST) Subject: [rt-users] User rights not checked when accessing tickets directly via number? In-Reply-To: Message-ID: me-maillists at billskill.com wrote: > ... a user with no rights on a certain queue can access the tickets in > that queue if he access them directly by number. > > Can anyone else confirm this behaviour or is it just me that has > managed to screw up my config? I've just asked a colleague to try ticket 164 on our system, which is in my personal todo list queue (for which, unsurprisingly, only I have rights), and he got a permission denied error message. > Some background: > > Is the assumtion that this ought to work correct or should I have two > separate installations to handle it? What you're aiming for certainly is possible, and from your description I didn't spot on obvious howler. If you can't track it down, do you want to post exactly which global and which per-queue privileges have been allocated to which groups? Smylers -- GBdirect http://www.gbdirect.co.uk/ From khera at kcilink.com Tue Apr 23 10:17:12 2002 From: khera at kcilink.com (Vivek Khera) Date: Tue, 23 Apr 2002 10:17:12 -0400 Subject: [rt-users] ParseNewMessageForTicketCcs and IsRTAddress() In-Reply-To: <20020423025246.GL360@luggage> References: <20020423025246.GL360@luggage> Message-ID: <15557.27880.324140.803169@onceler.kciLink.com> >>>>> "PH" == Phil Homewood writes: PH> What I'm wondering is... is the big warning about not updating PH> IsRTAddress really still relevant? Surely if you send a message PH> to RT CC'ed to another RT address, any correspondence back out PH> from RT will have the X-RT-Loop-Prevention header in place, in PH> which case RT::Email::CheckForLoops() should squelch any reply PH> bombs? No, if you miss just a *single* address that ends up back at RT in that routine, you *will* cause a massive bounce-o-rama resulting in some poor customer having 1500 or so auto-responses in their mailbox, and your RT ticket with the same number of correspondences attached to it. This will happen until you notice it and shut down your mail server until you can clean it all up. Been there. Wasn't pretty. Speaking of which, how does one go about cleaning out that massive looped correspondence from RT's database? From roth at feep.net Tue Apr 23 10:32:31 2002 From: roth at feep.net (Mark D. Roth) Date: Tue, 23 Apr 2002 09:32:31 -0500 Subject: [rt-users] RFC: RT install w/o setgid Perl or mod_perl In-Reply-To: <20020422134324.Y19727@fsck.com>; from jesse@bestpractical.com on Mon, Apr 22, 2002 at 01:43:24PM -0400 References: <20020418180033.A32527@yorktown.isdn.uiuc.edu> <20020422134324.Y19727@fsck.com> Message-ID: <20020423093230.A12187@yorktown.isdn.uiuc.edu> On Mon Apr 22 13:43 2002 -0400, Jesse Vincent wrote: > I'm not actually finding it difficult to install RT in a completely different > directory structure using only alternative makefile variables passed to > make on the commandline by my packaging system's build mechanism > (I needed to make one change to RT's makefile to more easily move the config > file) The current RT 2.1 dev series makes all this even easier. I'm not so much suggesting that the current method makes it impossible, but that it would be much easier for most users if it used autoconf. Most users are already familiar with autoconf because of the huge number of packages that use it. It's essentially the de-facto standard these days. In any event, if the Makefile method has improved in the development series, that may be good enough. However, because the Makefile variables aren't familiar to most users, it's even more important to improve the documentation of the installation procedure. > It sounds like you're setting up RT as a service for paying customers. No, I'm only looking at it for my group's internal use. > If you're interested in improvements to RT's installation support and > documentation, there are a couple of ways you can help make them happen: [...] If I have time to add any improvements, I'll definitely contribute them back. However, like many organizations these days, we don't have the budget to buy support. Thanks for the feedback! -- Mark D. Roth http://www.feep.net/~roth/ From agoins at arces.net Tue Apr 23 12:09:18 2002 From: agoins at arces.net (Adrian Goins) Date: Tue, 23 Apr 2002 12:09:18 -0400 Subject: [rt-users] User rights not checked when accessing tickets directly via number? In-Reply-To: References: <5.1.0.14.2.20020423151203.00b17f38@mail.kddnet.de> Message-ID: <20020423120917.T26967@arces.net> me-maillists at billskill.com brought forth from the aether: > Can anyone else confirm this behaviour or is it just me that has managed > to screw up my config? i have also experienced this, resulting in me not opening up our ticketing system to our clients. we have the following perms set (Contacts is a local group with the tech contacts for that queue in it): Queue.Group: * Everyone - CreateTicket * Requestor - CreateTicket ReplyToTicket * Contacts - CreateTicket ReplyToTicket Queue.User No Rights For Anyone Global.Group * Requestor - ReplyToTicket * Staff - CommentOnTicket CreateTicket DeleteTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments Watch WatchAsAdminCc if i create another group or user (like the Contacts group, but for another queue), any user in that group can enter a ticket number and go straight to the ticket. > Magnus Egnerfors -- Adrian Goins Arces Network, LLC http://www.arces.net From y.fitterer at ram.ac.uk Tue Apr 23 13:08:54 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Tue, 23 Apr 2002 17:08:54 -0000 Subject: [rt-users] https bug Message-ID: <3CC5874F.7384.1B25AED@localhost> Hi, I've noticed that my https instance of RT has an http:// address (http://domain.co.uk/NoAuth/images/rt.jpg) for the rt.jpg file that appears on the left of the "title bar". Therefore, if the http address is not accessible (connecting from the Internet for ex), the picture doesn't display. Not a major problem really - but should be fixed sometime! Yan -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From greg at oreilly.com Tue Apr 23 12:28:50 2002 From: greg at oreilly.com (Greg Dickerson) Date: Tue, 23 Apr 2002 09:28:50 -0700 Subject: [rt-users] https bug References: <3CC5874F.7384.1B25AED@localhost> Message-ID: <00c701c1eae3$f40998f0$5e1f18ac@wiggler> ok fix it. :-) check your config.pm file near the bottom you will see the URL used for this image and other functions in RT. You have it set to http:// now. Greg -------- Greg Dickerson Support Manager O'Reilly & Associates, Inc. 1005 Gravenstein Highway North Sebastopol, CA 95472 Phone:(707)827-7215 ----- Original Message ----- From: "Yan Fitterer" To: Sent: Tuesday, April 23, 2002 10:08 AM Subject: [rt-users] https bug > Hi, > > I've noticed that my https instance of RT has an http:// address > (http://domain.co.uk/NoAuth/images/rt.jpg) for the rt.jpg file that > appears on the left of the "title bar". Therefore, if the http address is > not accessible (connecting from the Internet for ex), the picture > doesn't display. > > Not a major problem really - but should be fixed sometime! > > Yan > -- > Yan Fitterer > IT Manager, Royal Academy of Music > E-mail : y.fitterer at ram.ac.uk > Marylebone Rd, London, NW1 5HT > Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From me at billskill.com Tue Apr 23 12:24:11 2002 From: me at billskill.com (Magnus Egnerfors) Date: Tue, 23 Apr 2002 18:24:11 +0200 Subject: [rt-users] User rights not checked when accessing tickets directly via number? In-Reply-To: <20020423120917.T26967@arces.net> References: <5.1.0.14.2.20020423151203.00b17f38@mail.kddnet.de> <20020423120917.T26967@arces.net> Message-ID: <1019579051.3cc58aab0f19f@www.billskill.com> Quoting Adrian Goins : > me-maillists at billskill.com brought forth from the aether: > > Can anyone else confirm this behaviour or is it just me that has managed > > to screw up my config? > > i have also experienced this, resulting in me not opening up our ticketing > system to our clients. > [snip] Found out in the end that it was me and my colleague that managed to work on the same ticket. He had moved it to a queue that was setup when we played with the system and had most permissions assigned to Everyone. "It just shows that the system is perfect and it's the people that doesn't know how to handle it"-scenario showed itself to be true again. Thanx for all the help Magnus -- Magnus Egnerfors Billskill AB (www.billskill.com) From stoffel at lucent.com Fri Apr 19 12:20:53 2002 From: stoffel at lucent.com (John Stoffel) Date: Fri, 19 Apr 2002 12:20:53 -0400 Subject: [rt-users] RFC: RT install w/o setgid Perl or mod_perl In-Reply-To: <20020418180033.A32527@yorktown.isdn.uiuc.edu> References: <20020418180033.A32527@yorktown.isdn.uiuc.edu> Message-ID: <15552.17381.725587.118349@gargle.gargle.HOWL> Mark, I want to thank you for the wonderful writeup you did on installing RT as a NON-ROOT user. This is just wonderful stuff. For me, I really want to see RT succeed, but the install process needs to be cleaned up, and the dependencies should also be cleaned up as well. Mostly, not having to re-install new stuff each and every time RT changes, and making the installs more compartmental, so that if you do upgrade, you only re-install stuff local to that version of RT, and not globally to the entire web server. Does this make sense? John John Stoffel - Senior Unix Systems Administrator - Lucent Technologies stoffel at lucent.com - http://www.lucent.com - 978-399-0479 From stoffel at lucent.com Fri Apr 19 12:18:27 2002 From: stoffel at lucent.com (John Stoffel) Date: Fri, 19 Apr 2002 12:18:27 -0400 Subject: [rt-users] upgrading 2.0.9 to 2.0.13 - etc/insertdata fails In-Reply-To: <20020419153616.GM17686@ns2.wananchi.com> References: <20020419112039.GE4806@ns2.wananchi.com> <20020419153616.GM17686@ns2.wananchi.com> Message-ID: <15552.17235.688925.785020@gargle.gargle.HOWL> >> Clue: The insertdata script that comes with 2.0.13 knows that your >> current version is 2.0.13; what it needs to be told is what your >> _previous_ version was. The script needs to be fixed to actually prompt the user for the right info, and to do some simple checks that the input is valid. It's not that freakin hard to make this script smarter. I'll try and whip up a patch in the next few weeks (once I get past 1.0.7 to 2.0.13 upgrade fun...) and submit it. I've just seen so many people burned by this issue that it should be fixed properly. John John Stoffel - Senior Unix Systems Administrator - Lucent Technologies stoffel at lucent.com - http://www.lucent.com - 978-399-0479 From bspage at webassign.net Fri Apr 19 10:11:06 2002 From: bspage at webassign.net (Shawn Page) Date: Fri, 19 Apr 2002 10:11:06 -0400 Subject: [rt-users] upgrading 2.0.9 to 2.0.13 - etc/insertdata fails References: Message-ID: <3CC0257A.616A3BAE@webassign.net> Smylers wrote: > Odhiambo Washington wrote: > > > * Shawn Page [20020418 22:18]: wrote: > > > > > After upgrading from 2.0.9 to 2.0.13, an attempt to run etc/insertdata > > > returns > > > > I believe `insertdata` requires an argument.. > > > > How about > > > > ./insertdata 2.0.13 > > That'd be for upgrading _from_ 2.0.13 to ... erm, 2.0.13. > > Clue: The insertdata script that comes with 2.0.13 knows that your > current version is 2.0.13; what it needs to be told is what your > _previous_ version was. > > Smylers Good point, I should pay more attention to the 'make upgrade' output and the README file. However, the error still occurs; where is the CaseSensitive method actually defined? I haven't been able to locate it -- -Shawn Page bspage at webassign.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From russj at dimstar.net Tue Apr 23 13:13:53 2002 From: russj at dimstar.net (Russ Johnson) Date: Tue, 23 Apr 2002 10:13:53 -0700 Subject: [rt-users] Statistics are incorrect. Message-ID: <5.1.0.14.0.20020423100721.022c8f68@localhost> I just noticed something in the statistics package that has me concerned. Yesterday (Monday, April 22nd, 2002) one of our support techs went through and resolved about 60 tickets that had been "Stalled" for more than 20 days. Today (Tuesday, April 23rd, 2002), if you go into the statistics area, and pull up a report for "Calls handled per Queue, per Day", it reports zero tickets resolved on Monday, and 74 resolved on Friday, April 19th, 2002. I've verified in the tickets themselves that they claim to have been resolved on Monday. So, it appears the reports are generating false data. If someone has run into this previously, please let me know, and how to fix it. I'll also be looking at the code, but I'm REALLY new at mason and mySQL hacking. Russ Johnson http://www.dimstar.net Famous Last Words: It's perfectly safe. Let me show you From darrinw at nixc.net Tue Apr 23 13:14:41 2002 From: darrinw at nixc.net (Darrin Walton) Date: Tue, 23 Apr 2002 13:14:41 -0400 Subject: [rt-users] https bug In-Reply-To: <3CC5874F.7384.1B25AED@localhost>; from y.fitterer@ram.ac.uk on Tue, Apr 23, 2002 at 05:08:54PM -0000 References: <3CC5874F.7384.1B25AED@localhost> Message-ID: <20020423131441.Q77860@nixc.net> |+ I've noticed that my https instance of RT has an http:// address |+ (http://domain.co.uk/NoAuth/images/rt.jpg) for the rt.jpg file that |+ appears on the left of the "title bar". Therefore, if the http address is |+ not accessible (connecting from the Internet for ex), the picture |+ doesn't display. |+ |+ Not a major problem really - but should be fixed sometime! So fix it! Edit your config.pm, change $WebBaseUrl to read: $WebBaseUrl = "https://domain.co.uk"; You'll notice, that RT builds the path via: $WebURL = $WebBaseURL . $WebPath . "/"; $WebImagesURL = $WebURL."/NoAuth/images/"; $LogoURL = $WebImagesURL."/rt.jpg"; You see. It builds it from WebURL, which is built from $WebBaseURL and $WebPath. Its not a bug in RT, its a mistake in your config file. -darrin From andy at wildbrain.com Tue Apr 23 17:08:32 2002 From: andy at wildbrain.com (Andy Moran) Date: 23 Apr 2002 14:08:32 -0700 Subject: [rt-users] Runaway spawning tickets? Message-ID: <1019596112.15904.37.camel@peregrin> Greetings! I thought I throw my problem out on the list in case someone can help. Here at Wildbrain we use RT 2.0.13 to manage several queues with a postgres database.. Occasionally an e-mail with an attachment gets sent into the system and a new ticket gets spawned for it every hour. According to mail logs, the message gets delivered just once. The interesting part is -- the new spawned tickets do not send out any e-mail like a normal spawned ticket does, nor do they have the attachment that was originally attached. Also interesting is the database gets updated exactly once an hour. When this occurs, stopping web server, stopping postgres, cleaning out the WebRT/data/ directories, restarting postgres an webserer seems to stop the spawning of a particular ticket. Anyone know what's going on? Your help is much appreciated! thanks --Andy From pdh at snapgear.com Tue Apr 23 18:07:37 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 24 Apr 2002 08:07:37 +1000 Subject: [rt-users] upgrading 2.0.9 to 2.0.13 - etc/insertdata fails In-Reply-To: <15552.17235.688925.785020@gargle.gargle.HOWL> References: <20020419112039.GE4806@ns2.wananchi.com> <20020419153616.GM17686@ns2.wananchi.com> <15552.17235.688925.785020@gargle.gargle.HOWL> Message-ID: <20020423220737.GC368@luggage> John Stoffel wrote: > The script needs to be fixed to actually prompt the user for the right > info, and to do some simple checks that the input is valid. It's not > that freakin hard to make this script smarter. Actually, what would be _really_ cool, would be for the script to be able to discover the old version itself, with no user input. Maybe by storing the version in the database somewhere? From JSatterfield at ciphergen.com Tue Apr 23 18:18:19 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Tue, 23 Apr 2002 15:18:19 -0700 Subject: [rt-users] Reporting? Message-ID: What needs to be installed for additional reporting capability? James. From pdh at snapgear.com Tue Apr 23 18:21:53 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 24 Apr 2002 08:21:53 +1000 Subject: [rt-users] ParseNewMessageForTicketCcs and IsRTAddress() In-Reply-To: <15557.27880.324140.803169@onceler.kciLink.com> References: <20020423025246.GL360@luggage> <15557.27880.324140.803169@onceler.kciLink.com> Message-ID: <20020423222153.GD368@luggage> Vivek Khera wrote: > No, if you miss just a *single* address that ends up back at RT in > that routine, you *will* cause a massive bounce-o-rama resulting in > some poor customer having 1500 or so auto-responses in their mailbox, > and your RT ticket with the same number of correspondences attached to > it. This will happen until you notice it and shut down your mail > server until you can clean it all up. > > Been there. Wasn't pretty. What version of RT was that? How did you trigger it? I can't duplicate it with 2.0.12. Using an untouched IsRTAddress() the worst I can get is the bounce detector kicking in. There were some bugs in the loop detection fixed around 20 Sep 2001 (RT 2.0.8); could you have been bitten before then? > Speaking of which, how does one go about cleaning out that massive > looped correspondence from RT's database? http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/Censorware/ maybe? (And yay for all the *&(*&% autoresponders out there which neither honour nor preserve Precedence headers....) From colleen at darksideproductions.net Tue Apr 23 22:05:01 2002 From: colleen at darksideproductions.net (Colleen) Date: Tue, 23 Apr 2002 19:05:01 -0700 Subject: [rt-users] keyword selects Message-ID: <12F63B1280D5E444930A872E98BF552D585983@darkside1.darksideproductions.net> I've just installed RT and I've got it up and running. In my customizations for my client, I want to make use of the Keyword Select functionality. I want to include as a keyword on my tickets the city name (which can be a multiple value). I've added in Configuration->Keywords-> City City/Austin City/Arizona City/Baltimore .... But when I go to Configuration->Global->Keyword Selections-> And create the KeywordSelect: * "City": "Multiple" children of "City" up to "" levels deep I don't see the cities listed when I start a new ticket request. Instead I see, "City" with a blank select box next to it. The html looks like: City Please advise me as to how to best use this feature. It would really really help. Thanks, Colleen Noonan From shannon at dashdog.com Tue Apr 23 22:41:33 2002 From: shannon at dashdog.com (shannon pedersen) Date: Tue, 23 Apr 2002 19:41:33 -0700 Subject: [rt-users] keyword selects References: <12F63B1280D5E444930A872E98BF552D585983@darkside1.darksideproductions.net> Message-ID: <00b401c1eb39$8c1675f0$6401a8c0@cspeed.com> http://fsck.com/rtfm/article.html?id=1#50 scroll down a bit and you'll see a good discussion of keywords. -shannon pedersen ----- Original Message ----- From: "Colleen" I've just installed RT and I've got it up and running. In my customizations for my client, I want to make use of the Keyword Select functionality. From darrinw at nixc.net Tue Apr 23 22:43:59 2002 From: darrinw at nixc.net (Darrin Walton) Date: Tue, 23 Apr 2002 22:43:59 -0400 Subject: [rt-users] keyword selects In-Reply-To: <12F63B1280D5E444930A872E98BF552D585983@darkside1.darksideproductions.net>; from colleen@darksideproductions.net on Tue, Apr 23, 2002 at 07:05:01PM -0700 References: <12F63B1280D5E444930A872E98BF552D585983@darkside1.darksideproductions.net> Message-ID: <20020423224359.R77860@nixc.net> |+ I've added in Configuration->Keywords-> |+ City |+ City/Austin |+ City/Arizona |+ City/Baltimore Did you actually create each of these keywords themselves, or did you create the 'City' keyword, then click on 'City' and create the sub-keywords? It sounds like you created each keyword themselves, instead of creating the keywords associated with 'City'. You may want to check out: http://www.fsck.com/pub/rt/contrib/2.0/Keywords-HOWTO.zip -darrin From cwfox at fujitsu.com Tue Apr 23 23:02:35 2002 From: cwfox at fujitsu.com (Camron W. Fox) Date: Tue, 23 Apr 2002 17:02:35 -1000 Subject: [rt-users] keyword selects In-Reply-To: <12F63B1280D5E444930A872E98BF552D585983@darkside1.darksideproductions.net> Message-ID: Try this... http://www.fsck.com/pub/rt/contrib/2.0/Keywords-HOWTO.zip Best Regards, Camron -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Colleen Sent: Tuesday, April 23, 2002 16:05 To: rt-users at lists.fsck.com Subject: [rt-users] keyword selects I've just installed RT and I've got it up and running. In my customizations for my client, I want to make use of the Keyword Select functionality. I want to include as a keyword on my tickets the city name (which can be a multiple value). I've added in Configuration->Keywords-> City City/Austin City/Arizona City/Baltimore .... But when I go to Configuration->Global->Keyword Selections-> And create the KeywordSelect: * "City": "Multiple" children of "City" up to "" levels deep I don't see the cities listed when I start a new ticket request. Instead I see, "City" with a blank select box next to it. The html looks like: City Please advise me as to how to best use this feature. It would really really help. Thanks, Colleen Noonan _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From vsra at lucent.com Wed Apr 24 00:56:42 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Wed, 24 Apr 2002 10:26:42 +0530 Subject: [rt-users] Creating users using WebUI Message-ID: Hi, How do I create users using WebUI. In the docs it is shown as With the web interface, click on "Config" then "Users" then "Add new user". When creating new users, be sure to fill in: * Name * Email Address * Password But when I open WebUI it just shows be "login" and "password" fields and nothing else. Did I miss something? regards -Prasad From vsra at lucent.com Wed Apr 24 00:59:37 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Wed, 24 Apr 2002 10:29:37 +0530 Subject: [rt-users] Recall: Creating users using WebUI Message-ID: V S R A, Prasad (Prasad) would like to recall the message, "Creating users using WebUI". From vsra at lucent.com Wed Apr 24 00:59:42 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Wed, 24 Apr 2002 10:29:42 +0530 Subject: [rt-users] Recall: Creating users using WebUI Message-ID: V S R A, Prasad (Prasad) would like to recall the message, "Creating users using WebUI". From gregs at Intellstat.com Wed Apr 24 01:10:47 2002 From: gregs at Intellstat.com (Greg Smythe) Date: Tue, 23 Apr 2002 22:10:47 -0700 Subject: [rt-users] Creating users using WebUI Message-ID: <41257DB9CD3CD311BE92006008A52B2555020B@maili.intellstat.com> You must be new here.. :) You have to login first (user=root, password is what you set it according to the install instructions), then you can configure it.. -=-=-=-=-=-=-=-=-=-=-=-=-=- Greg Smythe SysAdmin Intellstat Communications WA State Resident -----Original Message----- From: V S R A, Prasad (Prasad) [mailto:vsra at lucent.com] Sent: Tuesday, April 23, 2002 9:57 PM To: rt-users at lists.fsck.com Subject: [rt-users] Creating users using WebUI Hi, How do I create users using WebUI. In the docs it is shown as With the web interface, click on "Config" then "Users" then "Add new user". When creating new users, be sure to fill in: * Name * Email Address * Password But when I open WebUI it just shows be "login" and "password" fields and nothing else. Did I miss something? regards -Prasad _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From vsra at lucent.com Wed Apr 24 01:11:49 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Wed, 24 Apr 2002 10:41:49 +0530 Subject: [rt-users] Creating users using WebUI Message-ID: Well, I logged in "root" and when I click configuration it shows all the code. I;m going to start installing from scratch to see where I messed ;-( -Prasad -----Original Message----- From: V S R A, Prasad (Prasad) [mailto:vsra at lucent.com] Sent: Wednesday, April 24, 2002 10:27 AM To: rt-users at lists.fsck.com Subject: [rt-users] Creating users using WebUI Hi, How do I create users using WebUI. In the docs it is shown as With the web interface, click on "Config" then "Users" then "Add new user". When creating new users, be sure to fill in: * Name * Email Address * Password But when I open WebUI it just shows be "login" and "password" fields and nothing else. Did I miss something? regards -Prasad _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From pdh at snapgear.com Wed Apr 24 01:18:05 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 24 Apr 2002 15:18:05 +1000 Subject: [rt-users] Creating users using WebUI In-Reply-To: References: Message-ID: <20020424051805.GT368@luggage> V S R A, Prasad (Prasad) wrote: > But when I open WebUI it just shows be "login" and "password" fields > and nothing else. > Did I miss something? You need to log in first. From the README: NOTE: root's password for the web interface is "password" (without the quotes.) Not changing this is a SECURITY risk From y.fitterer at ram.ac.uk Wed Apr 24 06:49:53 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Wed, 24 Apr 2002 10:49:53 -0000 Subject: [rt-users] https bug In-Reply-To: <20020423131441.Q77860@nixc.net> References: <3CC5874F.7384.1B25AED@localhost>; from y.fitterer@ram.ac.uk on Tue, Apr 23, 2002 at 05:08:54PM -0000 Message-ID: <3CC67FC4.29115.58C81C@localhost> Er... Thanks for pointing me in the right direction, but unless I'm much mistaken, the "fix" will be worse that the ill in my case. I run both an http and https virtual hosts against the same RT instance, so if I was to set $WebBaseURL, it would in all cases break one server or the other. If I leave it to http: then when I access RT via https, I get in some browsers a request to load "non-secure items", which then fails silently. If I set it to https, then every time the page loads, I get a "license certificate" string of popup windows... Not good. However, experimenting with the $WebBaseURL, it seems that setting it to "" works without breaking anything obvious. Does anybody on the list knows a "Good Reason" not to set $WebBaseURL to null? Thanks again for pointing me in the right direction, Yan ---- On 23 Apr 2002, at 13:14, Darrin Walton wrote: ---- > |+ I've noticed that my https instance of RT has an http:// address > |+ (http://domain.co.uk/NoAuth/images/rt.jpg) for the rt.jpg file > that |+ appears on the left of the "title bar". Therefore, if the > http address is |+ not accessible (connecting from the Internet for > ex), the picture |+ doesn't display. |+ |+ Not a major problem > really - but should be fixed sometime! > > So fix it! Edit your config.pm, change $WebBaseUrl to read: > $WebBaseUrl = "https://domain.co.uk"; > > You'll notice, that RT builds the path via: > > $WebURL = $WebBaseURL . $WebPath . "/"; > $WebImagesURL = $WebURL."/NoAuth/images/"; > $LogoURL = $WebImagesURL."/rt.jpg"; > > You see. It builds it from WebURL, which is built from $WebBaseURL > and $WebPath. > > Its not a bug in RT, its a mistake in your config file. > > -darrin > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From y.fitterer at ram.ac.uk Wed Apr 24 06:52:27 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Wed, 24 Apr 2002 10:52:27 -0000 Subject: [rt-users] Reporting? In-Reply-To: Message-ID: <3CC6805F.16100.5B25F1@localhost> We use ODBC to connect to the database, then Excel to do some fancy lists. You need to work out a little of the database structure though. Works great. Yan ---- On 23 Apr 2002, at 15:18, James Satterfield wrote: ---- > What needs to be installed for additional reporting capability? > > James. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From smylers at gbdirect.co.uk Wed Apr 24 06:16:53 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Wed, 24 Apr 2002 11:16:53 +0100 (BST) Subject: [rt-users] https bug In-Reply-To: <3CC67FC4.29115.58C81C@localhost> Message-ID: Yan Fitterer wrote: > However, experimenting with the $WebBaseURL, it seems that setting it > to "" works without breaking anything obvious. > > Does anybody on the list knows a "Good Reason" not to set $WebBaseURL > to null? Yes -- the URLs on the website can be relative, but those in e-mail messages obviously have to be absolute. If you set $WebBaseURL to the null string then you will have to go through every template which contains a line such as this: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} and fix it so that it becomes an absolute URL. Hardcoding the protocol and servername into each template is one possibility, but may not be the best long-term solution. Smylers From dwindura at commverge.com Wed Apr 24 06:58:23 2002 From: dwindura at commverge.com (Daniel Windura) Date: Wed, 24 Apr 2002 18:58:23 +0800 Subject: [rt-users] How to set the sender e-mail address Message-ID: <200204241047.ABI91015@mail.commverge.com> Hi, I configured a watcher in one of the trouble ticket queue and set the scrips to send e-mail when there is a new ticket created. I noticed that the sender e-mail address is set as nobody at localdomain.com (cause the apache is run as nobody). Is there anyway so I can set the sender e-mail address as support at mycompany.com. TIA. From smylers at gbdirect.co.uk Wed Apr 24 07:43:48 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Wed, 24 Apr 2002 12:43:48 +0100 (BST) Subject: [rt-users] How to set the sender e-mail address In-Reply-To: <200204241047.ABI91015@mail.commverge.com> Message-ID: Daniel Windura wrote: > I configured a watcher in one of the trouble ticket queue and set the > scrips to send e-mail when there is a new ticket created. Can you be more specific -- what kind of watcher, and exactly what scrip? > I noticed that the sender e-mail address is set as > nobody at localdomain.com ... By "sender" do you mean the Sender: header or the From: header? If you're doing something like: OnCreate NotifyCcs with template Transaction I'd expect the From: header to have the requestor's name and that queue's e-mail address -- your webservers e-mail address shouldn't be used anywhere, since responding to that isn't going to inject the responses into 'RT'. Smylers -- GBdirect http://www.gbdirect.co.uk/ From pdh at snapgear.com Wed Apr 24 07:52:34 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 24 Apr 2002 21:52:34 +1000 Subject: [rt-users] How to set the sender e-mail address In-Reply-To: References: <200204241047.ABI91015@mail.commverge.com> Message-ID: <20020424115234.GF362@luggage> Smylers wrote: > I'd expect the From: header to have the requestor's name and that > queue's e-mail address -- your webservers e-mail address shouldn't be > used anywhere, since responding to that isn't going to inject the > responses into 'RT'. Actually the webserver address appears as the "envelope" sender. Theoretically this is where bounces will go to; this is a Good Thing, as having bounces heading back into RT is a nifty way to give yourself a happy fun mailbombing loop. :-) But other than that, the From: header should indeed have the address of the queue in it. We'd need to know more about the problem setup to diagnose further (which MTA is in use, and what the various config.pm mail options say..) From darren at boston.com Wed Apr 24 10:05:34 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 24 Apr 2002 10:05:34 -0400 Subject: [rt-users] https bug In-Reply-To: <3CC67FC4.29115.58C81C@localhost> References: <3CC5874F.7384.1B25AED@localhost> <3CC67FC4.29115.58C81C@localhost> Message-ID: <20020424140534.GA5226@boston.com> * Yan Fitterer [2002-04-24 06:01]: > Er... Thanks for pointing me in the right direction, but unless I'm > much mistaken, the "fix" will be worse that the ill in my case. I run > both an http and https virtual hosts against the same RT instance, so > if I was to set $WebBaseURL, it would in all cases break one server or > the other. If I leave it to http: then when I access RT via https, I > get in some browsers a request to load "non-secure items", which then > fails silently. If I set it to https, then every time the page loads, > I get a "license certificate" string of popup windows... Not good. Simply remove the scheme from $WebBaseURL, and begin it with "//"; the browser will use the scheme of the overall page. For example: $WebBaseURL = "//rt.whereIam.com"; (darren) -- A sect or party in an elegant incognito devised to save a man from the vexation of thinking. -- Ralph Waldo Emerson From khera at kcilink.com Wed Apr 24 10:09:50 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 24 Apr 2002 10:09:50 -0400 Subject: [rt-users] ParseNewMessageForTicketCcs and IsRTAddress() In-Reply-To: <20020423222153.GD368@luggage> References: <20020423025246.GL360@luggage> <15557.27880.324140.803169@onceler.kciLink.com> <20020423222153.GD368@luggage> Message-ID: <15558.48302.648621.235177@onceler.kciLink.com> >>>>> "PH" == Phil Homewood writes: >> Been there. Wasn't pretty. PH> What version of RT was that? How did you trigger it? Don't recall, but my ticket numbers were in the 300 range, and they're now in the 4000 range so it was a good long while ago. Some 1500 of those ticket numbers were from accidentally forwarding postmaster@ mail into my abuse@ queue, and then filling up a spool disk... PH> There were some bugs in the loop detection fixed around 20 Sep 2001 PH> (RT 2.0.8); could you have been bitten before then? Must have been 2.0.7, since that's the prior version sitting on my disk. >> Speaking of which, how does one go about cleaning out that massive >> looped correspondence from RT's database? PH> http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/Censorware/ maybe? Is that something I can use after the fact to purge the repeated messages from the ticket? It doesn't seem to be... Thanks for your response. From smylers at gbdirect.co.uk Wed Apr 24 10:17:36 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Wed, 24 Apr 2002 15:17:36 +0100 (BST) Subject: [rt-users] https bug In-Reply-To: <20020424140534.GA5226@boston.com> Message-ID: darren chamberlain wrote: > Simply remove the scheme from $WebBaseURL, and begin it with "//"; the > browser will use the scheme of the overall page. For example: > > $WebBaseURL = "//rt.whereIam.com"; That still won't work in e-mails. Smylers -- GBdirect http://www.gbdirect.co.uk/ From darren at boston.com Wed Apr 24 10:39:23 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 24 Apr 2002 10:39:23 -0400 Subject: [rt-users] https bug In-Reply-To: References: <20020424140534.GA5226@boston.com> Message-ID: <20020424143923.GE5226@boston.com> * Smylers [2002-04-24 10:21]: > darren chamberlain wrote: > > Simply remove the scheme from $WebBaseURL, and begin it with "//"; the > > browser will use the scheme of the overall page. For example: > > > > $WebBaseURL = "//rt.whereIam.com"; > > That still won't work in e-mails. It will work for every called link within an HTML page as requested from a browser. Modify the piece that is writing the email body to prepend http: (i.e., "http:$WebBaseURL"), and then you solve the (bigger) problem of mixed schemes within a page. I assume that we're talking about Scrip templates, so the change mentioned above need only be made in a few localized places. (darren) -- The moment one gives close attention to anything, even a blade of grass, it becomes a mysterious, awesome, indescribably magnificent world in itself. -- Henry Miller From kevinw at iserv.net Wed Apr 24 11:01:56 2002 From: kevinw at iserv.net (Kevin Welch) Date: Wed, 24 Apr 2002 11:01:56 -0400 Subject: [rt-users] RT and Postfix Message-ID: <566362456444D849AE48A7496DAF007802E615@hermes.iserv.net> I have went through the install documentation which is fairly sendmail friendly, but when my support alias receives an e-mail via postfix, I get an autoresponder saying ticket creation failed. I verified that a support queue exists, but what else am I missing? -- Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From awahlfeldt at subshell.com Wed Apr 24 11:27:18 2002 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Wed, 24 Apr 2002 17:27:18 +0200 Subject: [rt-users] reply problems Message-ID: <022901c1eba4$8507f660$d7164fd4@bernoulli> hi list, reading the documentation and digging through the archives was no help for my problem. maybe anybody of you rt-cracks can help ? i'm using rt 2.0.13 with sendmail on a SuSE 7.3 box. my problem : i write a reply on an existing ticket and enter an additional e-mailaddress into the CC: (Sends a carbon-copy of this update......). Update Type is set to "response sent to requestors". when i click on the submit button, the requestor recieves his reply, the recipient specified manually in CC field doesn't, nor does the CC specified as ticket-watcher. the mail-log just reports the following : Apr 24 15:57:04 laplace sendmail[17151]: g3ODv4517151: from=wwwrun, size=1167, class=-60, nrcpts=1, msgid=, relay=www at localhost Apr 24 15:57:05 laplace sendmail[17153]: g3ODv4517151: to=a_wahlfeldt at freenet.de, ctladdr=wwwrun (30/65534), delay=00:00:01, xdelay=00:00:01, mailer=esmtp, pri=229167, relay=mx.freenet.de. [194.97.50.136], dsn=2.0.0, stat=Sent (OK id=170OLS-0006du-0 to me this looks like rt hasn't even tried to send anything to the CCs. i've put up the following scips : OnCorrespond NotifyAdminCcs with template test responder OnCorrespond NotifyOtherRecipients with template test responder OnCorrespond NotifyRequestors with template test responder anything wrong here ??? any help would be greatly appreciated. andreas wahlfeldt subshell GmbH Weidenallee 1 20357 Hamburg From stephen.gower at wolfson.oxford.ac.uk Wed Apr 24 11:18:24 2002 From: stephen.gower at wolfson.oxford.ac.uk (Stephen Gower) Date: Wed, 24 Apr 2002 16:18:24 +0100 Subject: [rt-users] Manager's homepage Message-ID: <20020424161824.C27117@calculus.wolf.ox.ac.uk> I've never really played around with Perl, let alone HTML::Mason, but by hacking around the main homepage, I came up with the attached, which is in /path/to/rt/local/WebRT/html/ It prints out the 25 Highest Priority Tickets for "Nobody", and then for each of the Team members (those people who have permission to do things). Myself (Team Leader) and my manager, can use it to see who is working on what. Stephen -------------- next part -------------- An HTML attachment was scrubbed... URL: From khera at kcilink.com Wed Apr 24 11:27:07 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 24 Apr 2002 11:27:07 -0400 Subject: [rt-users] https bug In-Reply-To: <20020424140534.GA5226@boston.com> References: <3CC5874F.7384.1B25AED@localhost> <3CC67FC4.29115.58C81C@localhost> <20020424140534.GA5226@boston.com> Message-ID: <15558.52939.257950.297064@onceler.kciLink.com> >>>>> "dc" == darren chamberlain writes: dc> Simply remove the scheme from $WebBaseURL, and begin it with "//"; the dc> browser will use the scheme of the overall page. For example: dc> $WebBaseURL = "//rt.whereIam.com"; Wow... that's a pretty cool trick. How compatible is this across browsers? In particular, does it work for IE5, IE6, Opera5, Opera6, Netscape4, Netscape6, Mozilla, and lynx-ssl? I guess I could try it out, too. From proftp_cj at kdd.de Wed Apr 24 11:45:51 2002 From: proftp_cj at kdd.de (Christian) Date: Wed, 24 Apr 2002 17:45:51 +0200 Subject: [rt-users] RT 2.0.13 upgrade on Redhat 7.2 In-Reply-To: <5.1.0.14.2.20020423151203.00b17f38@mail.kddnet.de> References: <3CC533CA.27591.6C1A21@localhost> <5.1.0.14.2.20020423084023.021617c8@mail.kddnet.de> <3CA9926C.3070908@hamburg.fcb.com> Message-ID: <5.1.0.14.2.20020424174134.00a8d980@mail.kddnet.de> Hi, it's working now with ---- PerlModule Apache::DBI PerlFreshRestart On PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ---- I don't know exactly why ;-( but :-) . [maybe the sequencing] thx for your help regards Christian At 15:19 23.04.2002 +0200, Christian wrote: >Hi Yan and the other folks, > >At 11:13 23.04.2002 +0000, Yan Fitterer wrote: >>Any particular reason for commenting out PerlModule and >>PerlFreshRestart ? I think those were vital to me. > >Just a test, I tried with and without. > > >>I ended up re-installing RedHat from scratch, then finding that I still >>got the same error. Added the PerlModule and PerlFreshRestart, >>and that fixed it. Works great now. I even have other virtual hosts >>using mod_perl OK with other software. >> >>Y. > >Now I tested, because of your hint, also ones with VirtualHost. > > > DocumentRoot /opt/rt2/WebRT/html/ > ServerName www.rt2.de > PerlModule Apache::DBI > PerlFreshRestart On > PerlRequire /opt/rt2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > >--> !!! fine !!! > It's crazy, that works very well !! ???? > >i tested again with > >-- >PerlRequire /opt/rt2/bin/webmux.pl >PerlModule Apache::DBI >PerlFreshRestart On > > SetHandler perl-script > PerlHandler RT::Mason > >... > >Alias /rt2/ /opt/rt2/WebRT/html/ >-- > >No success. Apache could not start > >Any additional idea ?? > >thanks >Christian > > > >> >> ServerAdmin xxx >> DocumentRoot xxx >> ServerName xxx >> PerlModule Apache::DBI >> PerlFreshRestart On >> PerlRequire /usr/local/rt2/bin/webmux.pl >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> >> >>---- On 23 Apr 2002, at 9:11, Christian wrote: ---- >> >> > At 13:13 02.04.2002 +0200, Harald Wagener wrote: >> > >Frank Reppin wrote: >> > >>On Thu, 28 Mar 2002, Yan Fitterer wrote: >> > >> >> > >>>Hi, >> > >> >> > >>Hello, >> > >> >> > >>>Has anybody managed to get RT working on a Redhat 7.2 install? >> > >> >> > >>Yes, I tested this with success. >> > >> >> > >>>Had 2.0.4 working like a charm for a while, then upgraded Redhat to >> > >>>7.2. No problems. >> > >>> >> > >>>Then upgraded RT to 2.0.13 - and Apache dies on startup. No >> > >>>messages in any of the logs (rt, Apache, or the system log). >> > >> >> > >>I had exactly the same problem. Solution : >> > >>compiling mod_perl *into* apache sources solved it (as mentioned in >> > >>the FAQ too) solved my problems and since then it works great. >> > > >> > > >> > >Another fix should be to upgrade to perl-5.6.1 and the according >> > >mod_perl and apache packages. updates are available from redhat. >> > >Remember though, that You mght have to reinstall all the needed >> > >modules. >> > > >> > >Regards, >> > > Harald >> > ... >> > >> > Hello, >> > I have, unfortunately, exact the same Problem, now . >> > >> > >> > First I updated the whole System with all RedHat 7.2 Updates (incl. >> > Perl 5.6.1) and then I installed RT 2.0.13. >> > >> > Both possibilities of start reports OK >> > /usr/sbin/apachectl start: httpd started >> > service httpd start [OK] >> > >> > => But httpd is dead. !! (no message ... nothing) >> > >> > Any fix / possibility without compiling a new apache with "mod_perl >> > *into*" ?? >> > >> > best regards >> > Christian >> > >> > -- >> > PerlRequire /opt/rt2/bin/webmux.pl >> > #PerlModule Apache::DBI >> > #PerlFreshRestart On >> > >> > SetHandler perl-script >> > PerlHandler RT::Mason >> > >> > >> > >> > >> > Alias /rt2/ /opt/rt2/WebRT/html/ >> > -- >> > >> > >> > >> > _______________________________________________ >> > rt-users mailing list >> > rt-users at lists.fsck.com >> > http://lists.fsck.com/mailman/listinfo/rt-users >> >> >>-- >>Yan Fitterer >>IT Manager, Royal Academy of Music >>E-mail : y.fitterer at ram.ac.uk >>Marylebone Rd, London, NW1 5HT >>Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users From darren at boston.com Wed Apr 24 12:07:37 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 24 Apr 2002 12:07:37 -0400 Subject: [rt-users] https bug In-Reply-To: <15558.52939.257950.297064@onceler.kciLink.com> References: <3CC5874F.7384.1B25AED@localhost> <3CC67FC4.29115.58C81C@localhost> <20020424140534.GA5226@boston.com> <15558.52939.257950.297064@onceler.kciLink.com> Message-ID: <20020424160737.GB10278@boston.com> * Vivek Khera [2002-04-24 11:31]: > >>>>> "dc" == darren chamberlain writes: > > dc> Simply remove the scheme from $WebBaseURL, and begin it with "//"; the > dc> browser will use the scheme of the overall page. For example: > > dc> $WebBaseURL = "//rt.whereIam.com"; > > Wow... that's a pretty cool trick. How compatible is this across > browsers? In particular, does it work for IE5, IE6, Opera5, Opera6, > Netscape4, Netscape6, Mozilla, and lynx-ssl? I got it from reading Slashcode, and it's been in place on Slashdot for at least a year. So... probably pretty available. I've only tested it using Netscape 4.7x, Mozilla 0.9.*, and various lynxen. (darren) -- How is it possible to find meaning in a finite world, given my waist and shirt size? -- Woody Allen From hwagener at hamburg.fcb.com Wed Apr 24 12:12:00 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 24 Apr 2002 18:12:00 +0200 Subject: [rt-users] Manager's homepage References: <20020424161824.C27117@calculus.wolf.ox.ac.uk> Message-ID: <3CC6D950.4030100@hamburg.fcb.com> Stephen Gower wrote: > I've never really played around with Perl, let alone HTML::Mason, > but by hacking around the main homepage, I came up with the > attached, which is in /path/to/rt/local/WebRT/html/ > > It prints out the 25 Highest Priority Tickets for "Nobody", and > then for each of the Team members (those people who have > permission to do things). > > Myself (Team Leader) and my manager, can use it to see who is > working on what. > > Stephen > This is nice, but You forgot t include Elements/YourTickets... Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From stephen.gower at wolfson.oxford.ac.uk Wed Apr 24 12:18:49 2002 From: stephen.gower at wolfson.oxford.ac.uk (Stephen Gower) Date: Wed, 24 Apr 2002 17:18:49 +0100 Subject: [rt-users] Manager's homepage In-Reply-To: <3CC6D950.4030100@hamburg.fcb.com>; from hwagener@hamburg.fcb.com on Wed, Apr 24, 2002 at 06:12:00PM +0200 References: <20020424161824.C27117@calculus.wolf.ox.ac.uk> <3CC6D950.4030100@hamburg.fcb.com> Message-ID: <20020424171849.D27117@calculus.wolf.ox.ac.uk> On Wed, Apr 24, 2002 at 06:12:00PM +0200, Harald Wagener wrote: > > This is nice, but You forgot t include Elements/YourTickets... So I have. That's becasue I was going to clean it up before I submited it. Really, I should use a modified version of MyTickets, which if it doesn't have a User variable passed to it, works just the same way as the current MyTickets, and if it does, works like YourTickets. I should also remove all the colour stuff before I send this, but it's after 5pm and I should have gone home! s -------------- next part -------------- <& /Elements/TitleBoxStart, title => $User->RealName &> % while (my $Ticket = $MyTickets->Next) { Priority >=90) { bgcolor="#ff6633" % } % elsif ($Ticket->Priority >=80) { bgcolor="#ff9933" % } % elsif ($Ticket->Priority >=70) { bgcolor="#ffff66" % } > % }
# Subject Queue Status Priority  
<%$Ticket->Id%> <%$Ticket->Subject || '[no subject]'%> <%$Ticket->QueueObj->Name%> <%$Ticket->Status%> <%$Ticket->Priority%> [Update]
<& /Elements/TitleBoxEnd &> <%INIT> my $MyTickets; $MyTickets = new RT::Tickets ($session{'CurrentUser'}); $MyTickets->LimitOwner(VALUE => $User->Id); $MyTickets->LimitStatus(VALUE => "open"); $MyTickets->LimitStatus(VALUE => "new"); $MyTickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); $MyTickets->RowsPerPage(25); <%ARGS> $User => "none" From dsr at mail.lns.cornell.edu Wed Apr 24 13:54:50 2002 From: dsr at mail.lns.cornell.edu (Dan Riley) Date: 24 Apr 2002 13:54:50 -0400 Subject: [rt-users] https bug In-Reply-To: <15558.52939.257950.297064@onceler.kciLink.com> References: <3CC5874F.7384.1B25AED@localhost> <3CC67FC4.29115.58C81C@localhost> <20020424140534.GA5226@boston.com> <15558.52939.257950.297064@onceler.kciLink.com> Message-ID: Vivek Khera writes: > >>>>> "dc" == darren chamberlain writes: > dc> Simply remove the scheme from $WebBaseURL, and begin it with "//"; the > dc> browser will use the scheme of the overall page. For example: > > dc> $WebBaseURL = "//rt.whereIam.com"; > > Wow... that's a pretty cool trick. How compatible is this across > browsers? In particular, does it work for IE5, IE6, Opera5, Opera6, > Netscape4, Netscape6, Mozilla, and lynx-ssl? Relative URLs, including //example.com/rt, /rt and ../rt, have been in every URL/URI standard I know of since RFC 1630 (Berners-Lee, June 1994). The only browser I know of that got any of them wrong was the original NeXTStep browser T.B-L wrote at CERN (the very first WWW browser, even before the CERN line-mode browser), which didn't support '..' in URLs. > I guess I could try it out, too. And that's what made the web the way it is today... -- "The mere tendency of speech to encourage unlawful acts is not a sufficient reason for banning it. [...] The right to think is the beginning of freedom, and speech must be protected from the government because speech is the beginning of thought." --Anthony Kennedy From colleen at darksideproductions.net Wed Apr 24 13:59:49 2002 From: colleen at darksideproductions.net (Colleen) Date: Wed, 24 Apr 2002 10:59:49 -0700 Subject: [rt-users] keyword selects Message-ID: <12F63B1280D5E444930A872E98BF552D6E9C02@darkside1.darksideproductions.net> Excellent tutorial. My keyword selects are up and running. Thanks for the tips everyone. --colleen > -----Original Message----- > From: Darrin Walton [mailto:darrinw at nixc.net] > Sent: Tuesday, April 23, 2002 6:44 PM > To: Colleen > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] keyword selects > > |+ I've added in Configuration->Keywords-> > |+ City > |+ City/Austin > |+ City/Arizona > |+ City/Baltimore > > Did you actually create each of these keywords themselves, or did you > create the 'City' keyword, then click on 'City' and create the > sub-keywords? It sounds like you created each keyword themselves, instead > of creating the keywords associated with 'City'. > > You may want to check out: > http://www.fsck.com/pub/rt/contrib/2.0/Keywords-HOWTO.zip > > -darrin From khera at kcilink.com Wed Apr 24 14:16:03 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 24 Apr 2002 14:16:03 -0400 Subject: [rt-users] https bug In-Reply-To: References: <3CC5874F.7384.1B25AED@localhost> <3CC67FC4.29115.58C81C@localhost> <20020424140534.GA5226@boston.com> <15558.52939.257950.297064@onceler.kciLink.com> Message-ID: <15558.63075.721444.163196@onceler.kciLink.com> >>>>> "DR" == Dan Riley writes: DR> Relative URLs, including //example.com/rt, /rt and ../rt, have been in DR> every URL/URI standard I know of since RFC 1630 (Berners-Lee, June DR> 1994). The only browser I know of that got any of them wrong was the Hmmm. I guess I never considered it a relative URL; I usually associated that with starting after the hostname part, but I guess it generalizes all the way back to the protocol too... thanks for the clarification. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 cwfox at fujitsu.com Wed Apr 24 14:50:29 2002 From: cwfox at fujitsu.com (Camron W. Fox) Date: Wed, 24 Apr 2002 08:50:29 -1000 Subject: [rt-users] Manager's homepage In-Reply-To: <20020424171849.D27117@calculus.wolf.ox.ac.uk> Message-ID: All, Please forgive my ignorance. I gave this a try, and put YourTickets in /usr/local/rt2/local/WebRT/html/Ticket/Elements/, but am getting the following error when trying to access http://rt2/manager.html: error in file: /usr/local/rt2/WebRT/data/obj/LOCAL/manager.html line 34: Unable to locate component "/Elements/YourTickets" context: ... 30: '); 31: $m->comp('/Elements/CustomHomepageHeader', %ARGS); 32: $_out->(' 33: '); 34: $m->comp('/Elements/YourTickets', User=>$Nobody); 35: $_out->(' 36:   37: '); 38: while ( my $User = $Users->Next()) { ... component stack: /manager.html [local] /autohandler [standard] code stack: /usr/local/rt2/WebRT/data/obj/LOCAL/manager.html:34 /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69 What am I missing? The customized stuff should go in $RTHOME/local/..., should it not? Best Regards, Camron -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Stephen Gower Sent: Wednesday, April 24, 2002 06:19 To: rt-users at lists.fsck.com Subject: Re: [rt-users] Manager's homepage On Wed, Apr 24, 2002 at 06:12:00PM +0200, Harald Wagener wrote: > > This is nice, but You forgot t include Elements/... So I have. That's becasue I was going to clean it up before I submited it. Really, I should use a modified version of MyTickets, which if it doesn't have a User variable passed to it, works just the same way as the current MyTickets, and if it does, works like YourTickets. I should also remove all the colour stuff before I send this, but it's after 5pm and I should have gone home! s From rt2trouble at morben.ca Wed Apr 24 15:21:33 2002 From: rt2trouble at morben.ca (RT2 Troubles) Date: Wed, 24 Apr 2002 12:21:33 -0700 Subject: [rt-users] Scrip failures Message-ID: <200204241922.g3OJMef32581@buffy.pacificcoast.net> When I reply to a ticket in my freshly upgraded RT 2.0.13, it does not send the reply to the requestor, instead it just says "comments added" vs. "correspondence sent". I took a look at my scrips and they are definately broken. I have the first drop-down box populated with the usual "OnReply,OnComment,OnResolve, etc.." but the next two boxes for the action and the templates are missing any entries. Where should I look for my missing scrips? I know that I was meddling with scrips awhile back but I cannot find the file(s) that are responsible. TIA -- RT2 Troubles From KFerguso at chi.navtech.com Wed Apr 24 15:33:11 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Wed, 24 Apr 2002 14:33:11 -0500 Subject: [rt-users] Manager's homepage Message-ID: <91468650040FD411A51100104B63E23102E28134@postman.chi.navtech.com> I had a similar problem with the HeadsUp add-on. The explanation I received might be helpful to you. http://lists.fsck.com/pipermail/rt-users/2002-March/007219.html ttfn, kevin > -----Original Message----- > From: Camron W. Fox [mailto:cwfox at fujitsu.com] > Sent: Wednesday, April 24, 2002 1:50 PM > To: rt-users at lists.fsck.com > Subject: RE: [rt-users] Manager's homepage > > > All, > > Please forgive my ignorance. I gave this a try, and put > YourTickets in > /usr/local/rt2/local/WebRT/html/Ticket/Elements/, but am getting the > following error when trying to access http://rt2/manager.html: > > error in file: /usr/local/rt2/WebRT/data/obj/LOCAL/manager.html > line 34: Unable to locate component "/Elements/YourTickets" > context: > ... > 30: '); > 31: $m->comp('/Elements/CustomHomepageHeader', %ARGS); > 32: $_out->(' > 33: '); > 34: $m->comp('/Elements/YourTickets', User=>$Nobody); > 35: $_out->(' > 36:   > 37: '); > 38: while ( my $User = $Users->Next()) { > ... > component stack: /manager.html [local] > /autohandler [standard] > code stack: /usr/local/rt2/WebRT/data/obj/LOCAL/manager.html:34 > /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69 > > What am I missing? The customized stuff should go in > $RTHOME/local/..., > should it not? > > Best Regards, > Camron > > > > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Stephen Gower > Sent: Wednesday, April 24, 2002 06:19 > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] Manager's homepage > > > On Wed, Apr 24, 2002 at 06:12:00PM +0200, Harald Wagener wrote: > > > > This is nice, but You forgot t include Elements/... > > So I have. That's becasue I was going to clean it up > before I submited it. Really, I should use a modified version of > MyTickets, which if it doesn't have a User variable passed to it, > works just the same way as the current MyTickets, and if it does, > works like YourTickets. I should also remove all the > colour stuff before I send this, but it's after 5pm and I > should have gone home! > > s > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From cwfox at fujitsu.com Wed Apr 24 16:04:48 2002 From: cwfox at fujitsu.com (Camron W. Fox) Date: Wed, 24 Apr 2002 10:04:48 -1000 Subject: [rt-users] Manager's homepage In-Reply-To: <91468650040FD411A51100104B63E23102E28134@postman.chi.navtech.com> Message-ID: Kevin, Thanks for the info, but the difference is that the /usr/local/rt2/WebRT/html/Ticket/Elements/ directory already exists. Any other ideas? Best Regards, Camron -----Original Message----- From: Ferguson, Kevin [mailto:KFerguso at chi.navtech.com] Sent: Wednesday, April 24, 2002 09:33 To: 'Camron W. Fox' Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] Manager's homepage I had a similar problem with the HeadsUp add-on. The explanation I received might be helpful to you. http://lists.fsck.com/pipermail/rt-users/2002-March/007219.html ttfn, kevin > -----Original Message----- > From: Camron W. Fox [mailto:cwfox at fujitsu.com] > Sent: Wednesday, April 24, 2002 1:50 PM > To: rt-users at lists.fsck.com > Subject: RE: [rt-users] Manager's homepage > > > All, > > Please forgive my ignorance. I gave this a try, and put > YourTickets in > /usr/local/rt2/local/WebRT/html/Ticket/Elements/, but am getting the > following error when trying to access http://rt2/manager.html: > > error in file: /usr/local/rt2/WebRT/data/obj/LOCAL/manager.html > line 34: Unable to locate component "/Elements/YourTickets" > context: > ... > 30: '); > 31: $m->comp('/Elements/CustomHomepageHeader', %ARGS); > 32: $_out->(' > 33: '); > 34: $m->comp('/Elements/YourTickets', User=>$Nobody); > 35: $_out->(' > 36:   > 37: '); > 38: while ( my $User = $Users->Next()) { > ... > component stack: /manager.html [local] > /autohandler [standard] > code stack: /usr/local/rt2/WebRT/data/obj/LOCAL/manager.html:34 > /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69 > > What am I missing? The customized stuff should go in > $RTHOME/local/..., > should it not? > > Best Regards, > Camron > > > > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Stephen Gower > Sent: Wednesday, April 24, 2002 06:19 > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] Manager's homepage > > > On Wed, Apr 24, 2002 at 06:12:00PM +0200, Harald Wagener wrote: > > > > This is nice, but You forgot t include Elements/... > > So I have. That's becasue I was going to clean it up > before I submited it. Really, I should use a modified version of > MyTickets, which if it doesn't have a User variable passed to it, > works just the same way as the current MyTickets, and if it does, > works like YourTickets. I should also remove all the > colour stuff before I send this, but it's after 5pm and I > should have gone home! > > s > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From KFerguso at chi.navtech.com Wed Apr 24 16:21:48 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Wed, 24 Apr 2002 15:21:48 -0500 Subject: [rt-users] Manager's homepage Message-ID: <91468650040FD411A51100104B63E23102E28135@postman.chi.navtech.com> It's not just the directory but the initial html file that has to exist in the main component directories. In my case, I needed the index.html file to exist. I'm guessing that in your case you need the manager.html file to exist in /usr/local/rt2/WebRT/html/Ticket/Elements/. It can be a zero-length file; the filename just needs to be there so it can be overridden. Just my two cents: I have not implemented the Manager's Homepage. hth, kevin > -----Original Message----- > From: Camron W. Fox [mailto:cwfox at fujitsu.com] > Sent: Wednesday, April 24, 2002 3:05 PM > To: Ferguson, Kevin > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] Manager's homepage > > > Kevin, > > Thanks for the info, but the difference is that the > /usr/local/rt2/WebRT/html/Ticket/Elements/ directory already > exists. Any > other ideas? > > Best Regards, > Camron > > > -----Original Message----- > From: Ferguson, Kevin [mailto:KFerguso at chi.navtech.com] > Sent: Wednesday, April 24, 2002 09:33 > To: 'Camron W. Fox' > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] Manager's homepage > > > > I had a similar problem with the HeadsUp add-on. The explanation > I received might be helpful to you. > > http://lists.fsck.com/pipermail/rt-users/2002-March/007219.html > > ttfn, > kevin > > > -----Original Message----- > > From: Camron W. Fox [mailto:cwfox at fujitsu.com] > > Sent: Wednesday, April 24, 2002 1:50 PM > > To: rt-users at lists.fsck.com > > Subject: RE: [rt-users] Manager's homepage > > > > > > All, > > > > Please forgive my ignorance. I gave this a try, and put > > YourTickets in > > /usr/local/rt2/local/WebRT/html/Ticket/Elements/, but am getting the > > following error when trying to access http://rt2/manager.html: > > > > error in file: /usr/local/rt2/WebRT/data/obj/LOCAL/manager.html > > line 34: Unable to locate component "/Elements/YourTickets" > > context: > > ... > > 30: '); > > 31: $m->comp('/Elements/CustomHomepageHeader', %ARGS); > > 32: $_out->(' > > 33: '); > > 34: $m->comp('/Elements/YourTickets', User=>$Nobody); > > 35: $_out->(' > > 36:   > > 37: '); > > 38: while ( my $User = $Users->Next()) { > > ... > > component stack: /manager.html [local] > > /autohandler [standard] > > code stack: /usr/local/rt2/WebRT/data/obj/LOCAL/manager.html:34 > > /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69 > > > > What am I missing? The customized stuff should go in > > $RTHOME/local/..., > > should it not? > > > > Best Regards, > > Camron > > From bruce_campbell at ripe.net Wed Apr 24 17:31:16 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Wed, 24 Apr 2002 23:31:16 +0200 (CEST) Subject: [rt-users] How to set the sender e-mail address In-Reply-To: <200204241047.ABI91015@mail.commverge.com> Message-ID: On Wed, 24 Apr 2002, Daniel Windura wrote: > I noticed that the sender e-mail address is set as > nobody at localdomain.com (cause the apache is run as nobody). > Is there anyway so I can set the sender e-mail address as > support at mycompany.com. Your MTA (probably sendmail) currently does not 'trust' the 'nobody' user (with good reason!). If you add 'nobody' to the Trusted Users or equivilant for your MTA, then your MTA will believe the 'nobody' user when it defines an arbitary sending address, such as your RT queue system. ( Personally I like running the RT WebUI as a seperate user, and 'trusting' that user, not the generic web 'nobody' user ) Search for 'trusted' in RT/FM (http://www.fsck.com/rtfm/) for more specific hints for sendmail and exim. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bruce_campbell at ripe.net Wed Apr 24 17:35:16 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Wed, 24 Apr 2002 23:35:16 +0200 (CEST) Subject: [rt-users] RT and Postfix In-Reply-To: <566362456444D849AE48A7496DAF007802E615@hermes.iserv.net> Message-ID: On Wed, 24 Apr 2002, Kevin Welch wrote: > I have went through the install documentation which is fairly sendmail > friendly, but when my support alias receives an e-mail via postfix, I get an > autoresponder saying ticket creation failed. I verified that a support > queue exists, but what else am I missing? At a guess, the user that you have running your rt-mailgate does not have permission to access the RT queue. This is due to one or more of basic permission problems (ie, can said user read etc/config.pm), SQL access problems (ie, can the rt_user access the SQL database from the host running rt-mailgate, although thats really a different error) or RT access rights (just who can Create/Update tickets, and does RT know about them - usually a good idea to allow the 'Everyone' group the Rights to Create and Modify Tickets in each queue). Special added bonus - saying the above three times backwards in one breath will result in dizziness and a new state of enlightenment ;) Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From ericg at cats.ucsc.edu Wed Apr 24 19:31:26 2002 From: ericg at cats.ucsc.edu (Eric Goodman) Date: Wed, 24 Apr 2002 16:31:26 -0700 Subject: [rt-users] keyword selects In-Reply-To: <00b401c1eb39$8c1675f0$6401a8c0@cspeed.com> References: <12F63B1280D5E444930A872E98BF552D585983@darkside1.darksideproductions.net> <00b401c1eb39$8c1675f0$6401a8c0@cspeed.com> Message-ID: I think it is very important to clarify in the keywords discussion this difference between keywords containing a slash ("Priority/High", "Priority/Medium", "Priority/Low") -- which appear to almost always be errors -- and a keyword hierarchy (as in "Priority" == parent of "High", "Medium" and "Low"). Perhaps even go so far as to disallow the "/" in the keywords. This distinction is made very well in the Keyword-howto doc referenced by Camron, but isn't clear in the RT/FM docs. For experienced users I'm sure this is clear, but as someone just getting acquainted with RT2, it took a while of playing before I noticed that clicking the keyword was different than clicking the "edit" link next to it. --- Eric -- Eric Goodman | "The opinions expressed by Eric do not Workstation Support Group | represent the opinions of anyone who UC Santa Cruz | matters." ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" From pdh at snapgear.com Wed Apr 24 22:47:13 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 25 Apr 2002 12:47:13 +1000 Subject: [rt-users] reply problems In-Reply-To: <022901c1eba4$8507f660$d7164fd4@bernoulli> References: <022901c1eba4$8507f660$d7164fd4@bernoulli> Message-ID: <20020425024713.GV362@luggage> Andreas Wahlfeldt wrote: > when i click on the submit button, the requestor recieves his reply, the > recipient specified manually in CC field doesn't, nor does the CC specified > as ticket-watcher. > OnCorrespond NotifyAdminCcs with template test responder > OnCorrespond NotifyOtherRecipients with template test responder > OnCorrespond NotifyRequestors with template test responder There's no scrip there set to notify the "watcher" CC. You probably want to replace this with something like OnCorrespond NotifyAllWatchers with template test responder OnCorrespond NotifyOtherRecipients with template test responder As to why the manually-specified CC doesn't receive anything, I can't explain. Maybe there's some permissions thing getting in the way? Does the RT log show anything? From colleen at darksideproductions.net Wed Apr 24 23:43:14 2002 From: colleen at darksideproductions.net (Colleen) Date: Wed, 24 Apr 2002 20:43:14 -0700 Subject: [rt-users] keyword selects Message-ID: <12F63B1280D5E444930A872E98BF552D6E9C0B@darkside1.darksideproductions.net> Amen to that! Also the docs that Camron referenced weren't easily accessible from anywhere in the rt/fm docs. I also looked through the ht://dig collection of list discussion. --Colleen > -----Original Message----- > From: Eric Goodman [mailto:ericg at cats.ucsc.edu] > Sent: Wednesday, April 24, 2002 3:31 PM > To: rt-users at fsck.com > Subject: Re: [rt-users] keyword selects > > I think it is very important to clarify in the keywords discussion > this difference between keywords containing a slash ("Priority/High", > "Priority/Medium", "Priority/Low") -- which appear to almost always > be errors -- and a keyword hierarchy (as in "Priority" == parent of > "High", "Medium" and "Low"). Perhaps even go so far as to disallow > the "/" in the keywords. > > This distinction is made very well in the Keyword-howto doc > referenced by Camron, but isn't clear in the RT/FM docs. For > experienced users I'm sure this is clear, but as someone just getting > acquainted with RT2, it took a while of playing before I noticed that > clicking the keyword was different than clicking the "edit" link next > to it. > > --- Eric > > -- > Eric Goodman | "The opinions expressed by Eric do not > Workstation Support Group | represent the opinions of anyone who > UC Santa Cruz | matters." > ericg at cats.ucsc.edu | --- (modified from) "Cartoon Planet" > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From smylers at gbdirect.co.uk Thu Apr 25 04:03:20 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Thu, 25 Apr 2002 09:03:20 +0100 (BST) Subject: [rt-users] https bug In-Reply-To: Message-ID: Yesterday Dan Riley wrote: > Relative URLs, including //example.com/rt, /rt and ../rt, have been in > every URL/URI standard I know of since RFC 1630 (Berners-Lee, June > 1994). The only browser I know of that got any of them wrong was the > original NeXTStep browser T.B-L wrote at CERN ... Brief testing yesterday (by coincidence, and nothing to do with 'RT') uncovered what looks like a bug in the way 'IE' and 'Mozilla' handle relative URLs. If you're currently viewing this page: http://www.example.com/Search/Listing.html then by my reading of RFC 1630, a relative URL such as this: New search should resolve to this absolute URL: http://www.example.com/Search/?ClearRestrictions=1 but in 'IE' and 'Mozilla' it comes out as the following, failing to disgard the bit following the final slash: http://www.example.com/Search/Listing.html?ClearRestrictions=1 (If my understanding of RFC 1630 is wrong and 'IE' and 'Mozilla' are right, then 'Lynx' get's it wrong cos it does it t'other one. Either way round there seems to be a broken browser somewhere.) Smylers -- GBdirect http://www.gbdirect.co.uk/ From vsra at lucent.com Thu Apr 25 05:00:41 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Thu, 25 Apr 2002 14:30:41 +0530 Subject: [rt-users] RT problems Message-ID: Hi, I have installed RT and my apache 1.3.20 is with mod_perl 1.26 statically linked. When I login to RT as root and click on the "Configuration" or any other links, I get to see some code. Here's what I get when I click "Configuration" ---------------------------------- <& /Admin/Elements/Header, Title => 'RT Administration' &> <& /Admin/Elements/Tabs &> ------------------------------------ and when I try click on "preferences" this is what I get... ------------------------------------ <& /Elements/Header, Title=>"Preferences" &> <& /Elements/Tabs &> <& /Elements/ListActions, actions => \@results &> Top of Form 1 % unless ($RT::WebExternalAuth) { <& /Elements/TitleBoxStart, title => 'Change password' &> New password: <<...OLE_Obj...>> Confirm: <<...OLE_Obj...>> <& /Elements/TitleBoxEnd &> % } <& /Elements/TitleBoxStart, title => 'Signature' &> <<...OLE_Obj...>> <<...OLE_Obj...>> <& /Elements/TitleBoxEnd &> <& /Elements/Submit &> Bottom of Form 1 <%INIT> my @results; if ($NewPass1) { if ($NewPass1 ne $NewPass2) { push (@results, "Passwords did not match."); } else { my ($val, $msg)=$session{'CurrentUser'}->UserObj->SetPassword($NewPass1); push (@results, "Password: ".$msg); } } if ($Signature || $SignatureMagic) { $Signature =~ s/(\r\n|\r)/\n/g; if ($Signature ne $session{'CurrentUser'}->UserObj->Signature) { my ($val, $msg)=$session{'CurrentUser'}->UserObj->SetSignature($Signature); push (@results, "Signature: ".$msg); } } #A hack to make sure that session gets rewritten. $session{'i'}++; <%ARGS> $Signature => undef $SignatureMagic => undef $NewPass1 => undef $NewPass2 => undef --------------------------------- Why do I get this when I followed the documentation as it is? Could any of atleast give an idea as to what could be wrong? Thanks in Advance, -Prasad From hwagener at hamburg.fcb.com Thu Apr 25 05:17:14 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 25 Apr 2002 11:17:14 +0200 Subject: [rt-users] RT problems References: Message-ID: <3CC7C99A.6030700@hamburg.fcb.com> V S R A, Prasad (Prasad) wrote: > Hi, > I have installed RT and my apache 1.3.20 is with mod_perl 1.26 > statically linked. > > When I login to RT as root and click on the "Configuration" or any other > links, I get to see some code. > > Here's what I get when I click "Configuration" > ---------------------------------- [snip] > --------------------------------- > > Why do I get this when I followed the documentation as it is? > Could any of atleast give an idea as to what could be wrong? > > Thanks in Advance, > -Prasad This looks as if either You haven't configured Your webserver correctly, or You haven't installed Mason correctly. H. -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From proftp_cj at kdd.de Thu Apr 25 05:20:27 2002 From: proftp_cj at kdd.de (Christian) Date: Thu, 25 Apr 2002 11:20:27 +0200 Subject: [rt-users] RT problems In-Reply-To: Message-ID: <5.1.0.14.2.20020425111640.02987008@mail.kddnet.de> At 14:30 25.04.2002 +0530, V S R A, Prasad (Prasad) wrote: >Hi, > I have installed RT and my apache 1.3.20 is with mod_perl 1.26 >statically linked. > >When I login to RT as root and click on the "Configuration" or any other >links, I get to see some code. > >Here's what I get when I click "Configuration" >---------------------------------- ><& /Admin/Elements/Header, Title => 'RT Administration' &> <& >/Admin/Elements/Tabs &> >------------------------------------ > >and when I try click on "preferences" this is what I get... > >------------------------------------ ><& /Elements/Header, Title=>"Preferences" &> <& /Elements/Tabs &> <& >/Elements/ListActions, actions => \@results &> >Top of Form 1 >% unless ($RT::WebExternalAuth) { <& /Elements/TitleBoxStart, title => >'Change password' &> New password: <<...OLE_Obj...>> Confirm: ><<...OLE_Obj...>> <& /Elements/TitleBoxEnd &> >% } <& /Elements/TitleBoxStart, title => 'Signature' &> <<...OLE_Obj...>> ><<...OLE_Obj...>> > ><& /Elements/TitleBoxEnd &> <& /Elements/Submit &> >Bottom of Form 1 ><%INIT> my @results; if ($NewPass1) { if ($NewPass1 ne $NewPass2) { push >(@results, "Passwords did not match."); } else { my ($val, >$msg)=$session{'CurrentUser'}->UserObj->SetPassword($NewPass1); push >(@results, "Password: ".$msg); } } if ($Signature || $SignatureMagic) { >$Signature =~ s/(\r\n|\r)/\n/g; if ($Signature ne >$session{'CurrentUser'}->UserObj->Signature) { my ($val, >$msg)=$session{'CurrentUser'}->UserObj->SetSignature($Signature); push >(@results, "Signature: ".$msg); } } #A hack to make sure that session gets >rewritten. $session{'i'}++; <%ARGS> $Signature => undef $SignatureMagic => >undef $NewPass1 => undef $NewPass2 => undef >--------------------------------- > >Why do I get this when I followed the documentation as it is? >Could any of atleast give an idea as to what could be wrong? > >Thanks in Advance, >-Prasad Did you really did all settings correct ? [and stop/start apache new] Maybe $WebPath: If you set up RT this way, you must also change $WebPath in config.pm http://fsck.com/rtfm/article.html?id=2#100 Christian From vsra at lucent.com Thu Apr 25 06:14:22 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Thu, 25 Apr 2002 15:44:22 +0530 Subject: [rt-users] RT problems Message-ID: This looks as if either You haven't configured Your webserver correctly, or You haven't installed Mason correctly. Here's my httpd.conf and mason.conf... Both Apache and HTML::Mason 1.02 had no problems while configuring. I deliberately commented out Apache::DBI as it gives error" Can't locate object method "connect" via package "Apache::DBI::connect" at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/DBI.pm line 416." ----------------------------- Include /usr/local/apache/conf/mason.conf ServerName exceed1.iprc.lucent.com ###PerlModule Apache::DBI PerlFreshRestart On Alias /rt2/ /usr/local/rt2/WebRT/html/ PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason -------------------------------- and here's my mason.conf -------------------------- PerlSetVar MasonCompRoot "/opt/rt2/WebRT/html" PerlSetVar MasonDataDir "/opt/rt2/WebRT/data" PerlModule HTML::Mason::ApacheHandler SetHandler perl-script PerlHandler HTML::Mason::ApacheHandler ------------------------- thanks -Prasad From dsr at mail.lns.cornell.edu Thu Apr 25 06:14:37 2002 From: dsr at mail.lns.cornell.edu (Dan Riley) Date: 25 Apr 2002 06:14:37 -0400 Subject: [rt-users] https bug In-Reply-To: References: Message-ID: Smylers writes: > Yesterday Dan Riley wrote: > > Relative URLs, including //example.com/rt, /rt and ../rt, have been in > > every URL/URI standard I know of since RFC 1630 (Berners-Lee, June > > 1994). The only browser I know of that got any of them wrong was the > > original NeXTStep browser T.B-L wrote at CERN ... I guess I should have mentioned that there have been URI/URL standards since that supersede RFC 1630 (I probably also should have noted that RFC 1630 is an "informational" RFC, not an IETF standard). > Brief testing yesterday (by coincidence, and nothing to do with 'RT') > uncovered what looks like a bug in the way 'IE' and 'Mozilla' handle > relative URLs. If you're currently viewing this page: > > http://www.example.com/Search/Listing.html > > then by my reading of RFC 1630, a relative URL such as this: > > New search > > should resolve to this absolute URL: > > http://www.example.com/Search/?ClearRestrictions=1 > > but in 'IE' and 'Mozilla' it comes out as the following, failing to > disgard the bit following the final slash: > > http://www.example.com/Search/Listing.html?ClearRestrictions=1 > > (If my understanding of RFC 1630 is wrong and 'IE' and 'Mozilla' are > right, then 'Lynx' get's it wrong cos it does it t'other one. Either > way round there seems to be a broken browser somewhere.) Looks like you've found a spot where the standards haven't been consistent. I agree with your reading of RFC 1630. However, RFC 1630 was superseded by RFC 1808 in June 1995, and 1808 clearly agrees with IE and Mozilla. RFC 1808, in turn, was "updated" by RFC 2396 August 1998, and RFC 2396 appears to say that "?ClearRestrictions=1" isn't a valid relative URI--2396 has the BNF: relativeURI = ( net_path | abs_path | rel_path ) [ "?" query ] rel_path = rel_segment [ abs_path ] rel_segment = 1*( unreserved | escaped | ";" | "@" | "&" | "=" | "+" | "$" | "," ) '?' doesn't appear in rel_segment, and the stuff in relativeURI before '?' looks like it can't be empty. The examples in appendix C includes a "?..." example, which says that given http://a/b/c/d;p?q it should resolve as ?y = http://a/b/c/?y However, according to Roy Fielding (the primary author), this is an error. http://www.ics.uci.edu/~fielding/url/test1.html says: ?y = http://a/b/c/d;p?y [R,X,5]*Bug in RFC examples http://a/b/c/?y [1,2,3,4] so the 2396 example is incorrect, the answer is supposed to be "http://a/b/c/d;p?y", and many browsers get it wrong. I guess this also means the BNF is wrong. What a mess! Conclusion? IE and Mozilla are right, Lynx is wrong, as are many other browsers--enough that "don't do that" is probably the only safe answer. I'd try to use "Listing.html?ClearRestrictions=1" or "./?ClearRestrictions=1", depending on the desired behavior. -- "The mere tendency of speech to encourage unlawful acts is not a sufficient reason for banning it. [...] The right to think is the beginning of freedom, and speech must be protected from the government because speech is the beginning of thought." --Anthony Kennedy From pdh at snapgear.com Thu Apr 25 06:37:14 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 25 Apr 2002 20:37:14 +1000 Subject: [rt-users] RT problems In-Reply-To: References: Message-ID: <20020425103714.GH362@luggage> V S R A, Prasad (Prasad) wrote: > Both Apache and HTML::Mason 1.02 had no problems while configuring. I > deliberately commented out Apache::DBI as it gives error" Can't locate > object method "connect" via package "Apache::DBI::connect" at > /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/DBI.pm line 416." Well. If you don't install the required packages, it's not going to work very well at all, is it? From Kendric.Beachey at garmin.com Thu Apr 25 09:14:12 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Thu, 25 Apr 2002 08:14:12 -0500 Subject: [rt-users] multi-level keyword selections Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA5335DB@dallas.garmin.com> From: Eric Goodman [mailto:ericg at cats.ucsc.edu] > I think it is very important to clarify in the keywords discussion > this difference between keywords containing a slash ("Priority/High", > "Priority/Medium", "Priority/Low") -- which appear to almost always > be errors -- and a keyword hierarchy (as in "Priority" == parent of > "High", "Medium" and "Low"). Perhaps even go so far as to disallow > the "/" in the keywords. I would like to tangentize just a bit here to say that keywords in a hierarchy such as Eric mentions don't seem to work as expected (or, at least, as expected by me) in the Search portion of RT. I messed with hierarchical keywords for a bit, but ended up scrapping them because they showed up weird in the search criteria. For a keyword set like this... foo bar baz ...with child keywords like this... foo/a foo/b foo/c bar/a bar/b bar/c baz/a baz/b baz/c ...if I searched on keywords foo/a and bar/a, the criteria panel would show stuff like... KeywordSelection Blah = a [delete] KeywordSelection Blah = a [delete] One is actually foo/a and one is actually bar/a. Can't tell which is which. Has anyone else run into this? Do I seem to be doing something wrong? While I'm at it, another peeve that made me drop hierarchical keywords was that in the above example, even though there are three sub-keywords called "a", they all had to be defined separately. It would be really cool if I could just define two sets ({foo,bar,baz} and {a,b,c}) and then just say that the second set was a sublevel of the first. I'm probably just thinking up the wrong tree with this whole train of thought, but it seemed to make sense for what the user wanted to do. Any insight from hierarchical keyword users would be appreciated. -- Kendric Beachey From bruce_campbell at ripe.net Thu Apr 25 09:36:43 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 25 Apr 2002 15:36:43 +0200 (CEST) Subject: [rt-users] keyword selects In-Reply-To: <12F63B1280D5E444930A872E98BF552D6E9C0B@darkside1.darksideproductions.net> Message-ID: On Wed, 24 Apr 2002, Colleen wrote: > Also the docs that Camron referenced weren't easily accessible from > anywhere in the rt/fm docs. I also looked through the ht://dig > collection of list discussion. They are now. As always, if you see something with RT that can be (better) documented, the doc-workers list exists for your pleasure ;) Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From rt-for-chris at db.lm.com Thu Apr 25 10:07:36 2002 From: rt-for-chris at db.lm.com (rt-for-chris at db.lm.com) Date: Thu, 25 Apr 2002 10:07:36 -0400 (EDT) Subject: [rt-users] Problem sending attachments from RT to users using WinME/Outlook Express Message-ID: <20020425100213.E30337-100000@zaxxon.telerama.com> Hi there, I'm using RT 2.0.11 on a FreeBSD-4.5 machine and a requestor using Windows ME with Outlook Express wasn't able to receive attachments sent using RT. The user said that the attachments didn't show up at all. They forwarded back the message which should have contained the attachment, and it wasn't there. I looked through the rt-users archives and couldn't find anything regarding this problem. Has anyone had any similar experiences with WinME/OE? I can provide more details (i.e., extracting the message sent to the user from RT) if someone thinks they will help. I'm kind of busy right now or else I would have done this already... Thanks in advance! -- Chris Tracy Telerama Public Access Internet Senior Network Engineer http://www.telerama.com From smylers at gbdirect.co.uk Thu Apr 25 10:36:20 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Thu, 25 Apr 2002 15:36:20 +0100 (BST) Subject: [rt-users] Problem sending attachments from RT to users using WinME/Outlook Express In-Reply-To: <20020425100213.E30337-100000@zaxxon.telerama.com> Message-ID: rt-for-chris at db.lm.com wrote: > The user said that the attachments didn't show up at all. They > forwarded back the message which should have contained the attachment, > and it wasn't there. > > I looked through the rt-users archives and couldn't find anything > regarding this problem. Try searching again. Mis-spelling "attachments" as "attachements" may uncover more results! It isn't a "problem" as such, in that the behavour you're experiencing is expected from 'RT', but there is a ScripAction available which forwards mails with attachments. Smylers -- GBdirect http://www.gbdirect.co.uk/ From rehan at nha.co.za Thu Apr 25 10:38:50 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: Thu, 25 Apr 2002 16:38:50 +0200 Subject: [rt-users] Bug? Cc recipients seperated with semicolon Message-ID: I noticed that when cc'ing people, multiple recipients have to be separated by commas. The recipients don't receive the mail at all if they are separated by semicolons as is the Windows custom. Is their a fix for this other than to get the users to use commas? Regards, Rehan van der Merwe Neil Harvey & Associates (Pty) Ltd http://www.nha.co.za rehan at nha.co.za Tel: +27 21 6709237 Fax: +27 21 6709337 From rehan at nha.co.za Thu Apr 25 10:51:21 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: Thu, 25 Apr 2002 16:51:21 +0200 Subject: [rt-users] Bug? Cc recipients seperated with semicolon Message-ID: Something else I just picked up: Cc'ing people on creation of the ticket does not send cc's at all Regards, Rehan van der Merwe -----Original Message----- From: Rehan van der Merwe Sent: Thursday, April 25, 2002 4:39 PM To: Rt-Users (E-mail) Cc: Jesse Vincent (E-mail) Subject: [rt-users] Bug? Cc recipients seperated with semicolon I noticed that when cc'ing people, multiple recipients have to be separated by commas. The recipients don't receive the mail at all if they are separated by semicolons as is the Windows custom. Is their a fix for this other than to get the users to use commas? Regards, Rehan van der Merwe Neil Harvey & Associates (Pty) Ltd http://www.nha.co.za rehan at nha.co.za Tel: +27 21 6709237 Fax: +27 21 6709337 _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From kpatton at pixim.com Thu Apr 25 11:15:04 2002 From: kpatton at pixim.com (Kirk Patton x111) Date: Thu, 25 Apr 2002 08:15:04 -0700 Subject: [rt-users] Weird Slowness on Ticket Reply's In-Reply-To: <20020422130251.N4782@backmaster.cdsnet.net>; from mrcpu@internetcds.com on Mon, Apr 22, 2002 at 01:02:51PM -0700 References: <20020422074519.M1478@captain.pixim.com> <20020422115941.L4782@backmaster.cdsnet.net> <20020422115407.W1478@captain.pixim.com> <20020422122216.M4782@backmaster.cdsnet.net> <20020422122310.Y1478@captain.pixim.com> <20020422130251.N4782@backmaster.cdsnet.net> Message-ID: <20020425081504.P1478@captain.pixim.com> Hello, I had not tries the sendmail wrapper as you had suggested, but I did make another change that helped greatly. I change the $MailCommand = 'sendmail'; to $MailCommand = 'sendmailpipe'; And updated the $SendmailArguments="-oit" as well as $SendmailPath = "/usr/sbin/sendmail";; Now things are quite snappy. :-) Thanks again for the suggestion, Kirk On Mon, Apr 22, 2002 at 01:02:51PM -0700, Jaye Mathisen wrote: > Here's an idea. > > Replace your sendmail binary with a script htat just logs when it was called, and > with what arguments, and then execs "sendmail.real", to actually deliver the message. > > Then you can tail that log, POST your data, see the POST hit the server, milliseconds later > see the sendmail get called. If it does, and then there's a delay, you can narrow down where to > look. > > On Mon, Apr 22, 2002 at 12:23:10PM -0700, Kirk Patton x111 wrote: > > Thanks for thinking about the problem. I am hoping someone come up with a > > likely cause or gets me to consider something I have missed. > > > > Thanks again, > > Kirk > > > > On Mon, Apr 22, 2002 at 12:22:16PM -0700, Jaye Mathisen wrote: > > > Well, you have a point. I don't know. > > > > > > > > > On Mon, Apr 22, 2002 at 11:54:08AM -0700, Kirk Patton x111 wrote: > > > > Possible, but why wouldn't I get the same slowness for all mail related activities? > > > > > > > > If I use the reply that includes some original e-mail of the ticket requestor, it seems to > > > > work fine. > > > > > > > > Thanks, > > > > Kirk > > > > > > > > On Mon, Apr 22, 2002 at 11:59:41AM -0700, Jaye Mathisen wrote: > > > > > Almost sounds like DNS/sendmail delays, rather than an actual delay in RT. > > > > > > > > > > On Mon, Apr 22, 2002 at 07:45:19AM -0700, Kirk Patton x111 wrote: > > > > > > Hello, > > > > > > > > > > > > I installed RT about a month ago and have noted some strange behavior which I am trying to > > > > > > resolve. > > > > > > > > > > > > I have noticed that my RT installation is extremely slow when sending a "Response to requesters" > > > > > > in the "Resolve" form. I have noticed this same slowness when sending a reply without ticket > > > > > > history. The delay is at least one minute. I ran a tail on the web server logs to see what the > > > > > > hangup was, but the log is not being updated at the time I hit the submit button... > > > > > > > > > > > > In the instances where things are slow, it seems as if the browser is spending an inordinate > > > > > > amount of time doing something. In the browser status window, I do see the "Connected to..." > > > > > > message. > > > > > > > > > > > > I ran a packet trace to see if anything was actually coming from the browser when I hit the > > > > > > submit button. > > > > > > > > > > > > I did see a HTTP POST request at the time I hit the submit button. There was one additional > > > > > > packet after that sent to the web server. What followed was a lag of about 90 seconds. Then > > > > > > the web server log updated and I got the response back to my browser. > > > > > > > > > > > > Other observations: > > > > > > Using the "Comment" function works fine. No slowness > > > > > > Using the "Reply" function works fine as long as "Comment not sent to requesters" is selected. > > > > > > Using the "Reply" function works fine if I am responding to an existing comment or reply. > > > > > > Using the "Resolve" function works fine as long as "Comment not sent to requesters" is selected. > > > > > > > > > > > > Has anyone seen behavior like this before? > > > > > > Does anyone have any suggestion on what I could do to further narrow down what is causing the lag? > > > > > > > > > > > > Any help is appreciated. > > > > > > > > > > > > Thanks, > > > > > > Kirk > > > > > > > > > > > > > > > > > > -- > > > > > > Kirk Patton > > > > > > Pixim Inc. > > > > > > Sr. Systems Administrator > > > > > > Phone 650 605-1111 > > > > > > Cell 650 224-0739 > > > > > > Fax 650 934-0560 > > > > > > e-mail kpatton at pixim.com > > > > > > > > > > > > _______________________________________________ > > > > > > rt-users mailing list > > > > > > rt-users at lists.fsck.com > > > > > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > > > > -- > > > > Kirk Patton > > > > Pixim Inc. > > > > Sr. Systems Administrator > > > > Phone 650 605-1111 > > > > Cell 650 224-0739 > > > > Fax 650 934-0560 > > > > e-mail kpatton at pixim.com > > > > -- > > Kirk Patton > > Pixim Inc. > > Sr. Systems Administrator > > Phone 650 605-1111 > > Cell 650 224-0739 > > Fax 650 934-0560 > > e-mail kpatton at pixim.com -- Kirk Patton Pixim Inc. Sr. Systems Administrator Phone 650 605-1111 Cell 650 224-0739 Fax 650 934-0560 e-mail kpatton at pixim.com From awahlfeldt at subshell.com Thu Apr 25 11:47:26 2002 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Thu, 25 Apr 2002 17:47:26 +0200 Subject: [rt-users] reply problems Message-ID: <025001c1ec70$7fd062a0$d7164fd4@bernoulli> >Andreas Wahlfeldt wrote: >> when i click on the submit button, the requestor recieves his reply, the > >recipient specified manually in CC field doesn't, nor does the CC specified >> as ticket-watcher. >> OnCorrespond NotifyAdminCcs with template test responder >> OnCorrespond NotifyOtherRecipients with template test responder >> OnCorrespond NotifyRequestors with template test responder > Phil Homewood wrote: > There's no scrip there set to notify the "watcher" CC. > You probably want to replace this with something like > OnCorrespond NotifyAllWatchers with template test responder > OnCorrespond NotifyOtherRecipients with template test responder > As to why the manually-specified CC doesn't receive anything, > I can't explain. Maybe there's some permissions thing getting > in the way? Does the RT log show anything? hi phil, hi all, thanx for trying to help, though it didn't help (yet). no matter which scrips i put up, no mail is sent to the recipient specified manually in CC field or any other ticket-watcher (except for the requestor). nothing in rt- or mail-logs BUT a moment ago i found out (of course by accident) that being logged in as root, everthing works fine. *puzzeld* seems to be an permission_thing (tm) though my none root user has all available rt-rights. still any help/hint is highly appreciated. andreas wahlfeldt subshell GmbH Weidenallee 1 20357 Hamburg PS : my boss loves the manager extension. many thanx to stephen.gower at wolfson.oxford.ac.uk From bruce_campbell at ripe.net Thu Apr 25 12:26:47 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 25 Apr 2002 18:26:47 +0200 (CEST) Subject: [rt-users] Bug? Cc recipients seperated with semicolon In-Reply-To: Message-ID: On Thu, 25 Apr 2002, Rehan van der Merwe wrote: > I noticed that when cc'ing people, multiple recipients have to be > separated by commas. The recipients don't receive the mail at all if > they are separated by semicolons as is the Windows custom. The simple answer is 'Microsoft, as usual, is incorrect'. ;) Section 3.4 of RFC2822 has the nitty-gritty, but the summary is: The ';' character is a seperator within the 'group' definition. An 'Address' may be either a 'group' or a 'mailbox'. Multiple 'Address'es are seperated by the ',' character. ( ie, A ';' may appear within one component of an Address, but the ',' must be used to seperate multiple Addresses ) > Is their a fix for this other than to get the users to use commas? My personal opinion is that you should not patch code to encourage bad (invalid) practices. RT::Action::SendEmail is where you should be looking (find the joins, backtrack and rewrite ';' as ','). Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From sebastian at flothow.de Thu Apr 25 12:27:17 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Thu, 25 Apr 2002 18:27:17 +0200 Subject: [rt-users] Bug? Cc recipients seperated with semicolon In-Reply-To: References: Message-ID: At 16:38 Uhr +0200 25.4.2002, Rehan van der Merwe wrote: >I noticed that when cc'ing people, multiple recipients have to be >separated by commas. The recipients don't receive the mail at all >if they are separated by semicolons as is the Windows custom. > >Is their a fix for this other than to get the users to use commas? Well, fix the 'Windows custom'. -- Sebastian Flothow sebastian at flothow.de #include From rmitzel at peer1.net Thu Apr 25 14:53:31 2002 From: rmitzel at peer1.net (Rob Mitzel) Date: Thu, 25 Apr 2002 11:53:31 -0700 Subject: [rt-users] The old purge dead tickets script Message-ID: Hey, Anyone remember where the heck this is? :) I can't find it in the archives, nor in contrib. Anyone who has it, pass it along? Please? Thanks! -Rob. From JSatterfield at ciphergen.com Thu Apr 25 15:33:55 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Thu, 25 Apr 2002 12:33:55 -0700 Subject: [rt-users] Is there a reporting / stats add-on for rt2? Message-ID: From rt at netthink.co.uk Thu Apr 25 15:48:21 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Thu, 25 Apr 2002 20:48:21 +0100 Subject: [rt-users] Yes In-Reply-To: References: Message-ID: <20020425194821.GA27296@netthink.co.uk> -- If I ever manage to lose the weight I put on in 18 months of be $PHB and having no life, I am *really* going to have to go shopping for some PVC. - Skud, the other place. From greg at oreilly.com Thu Apr 25 15:59:37 2002 From: greg at oreilly.com (Greg Dickerson) Date: Thu, 25 Apr 2002 12:59:37 -0700 Subject: [rt-users] The old purge dead tickets script References: Message-ID: <000f01c1ec93$bab61f90$5e1f18ac@wiggler> You can find it at http://dev.inet-technologies.com/rt2/ Greg -------- Greg Dickerson Support Manager O'Reilly & Associates, Inc. 1005 Gravenstein Highway North Sebastopol, CA 95472 Phone:(707)827-7215 ----- Original Message ----- From: "Rob Mitzel" To: Sent: Thursday, April 25, 2002 11:53 AM Subject: [rt-users] The old purge dead tickets script > Hey, > > Anyone remember where the heck this is? :) I can't find it in the archives, > nor in contrib. > > Anyone who has it, pass it along? Please? > > Thanks! > > -Rob. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From pdh at snapgear.com Thu Apr 25 18:01:36 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 26 Apr 2002 08:01:36 +1000 Subject: [rt-users] reply problems In-Reply-To: <025001c1ec70$7fd062a0$d7164fd4@bernoulli> References: <025001c1ec70$7fd062a0$d7164fd4@bernoulli> Message-ID: <20020425220136.GB383@luggage> Andreas Wahlfeldt wrote: > a moment ago i found out (of course by accident) that being logged in as > root, everthing works fine. Let me guess: http://fsck.com/rtfm/article.html?id=5#73 From vsra at lucent.com Fri Apr 26 01:09:44 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Fri, 26 Apr 2002 10:39:44 +0530 Subject: [rt-users] RT problems Message-ID: > ServerName exceed1.iprc.lucent.com > ###PerlModule Apache::DBI ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ I don't have that commented out. I don't have a mason.conf, either. These values are set in RT's config.pm already and need not be specified again in the httpd.conf. Try the following in Yout httpd.conf (works for me): DocumentRoot /opt/rt2/WebRT/html ServerName rt.fcb-wilkens.com ErrorLog logs/error_log_rt CustomLog logs/access_log_rt combined PerlModule Apache::DBI PerlFreshRestart On PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Thanks a lot! It worked with Apache::DBI commented. regards -Prasad From vsra at lucent.com Fri Apr 26 01:59:20 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Fri, 26 Apr 2002 11:29:20 +0530 Subject: [rt-users] How do I.... Message-ID: Hi, How do I use my NIS user authentication to access RT? Is there a way to use LDAP otherwise? Thanks In Advance, > Best Regards, > Prasad V.S.R.A. > From bruce_campbell at ripe.net Fri Apr 26 02:52:51 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Fri, 26 Apr 2002 08:52:51 +0200 (CEST) Subject: [rt-users] Yes (fwd) Message-ID: On Thu, 25 Apr 2002, Simon Cozens wrote: > If I ever manage to lose the weight I put on in 18 months of be $PHB and > having no life, I am *really* going to have to go shopping for some > PVC. - Skud, the other place. Skud in PVC? Thats too strong an image this early in the morning. But its a damm good image.[1] ( Or in other words, the subject line is for introducing a topic, and the body of the message is actually for asking the question. The URL to a stats package can be found by purusing the list archives. ) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations [1] And if you don't know who Skud is, you poor poor lad. ;) From hwagener at hamburg.fcb.com Fri Apr 26 04:09:58 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 26 Apr 2002 10:09:58 +0200 Subject: [rt-users] How do I.... References: Message-ID: <3CC90B56.456C758D@hamburg.fcb.com> "V S R A, Prasad (Prasad)" wrote: > > Hi, > How do I use my NIS user authentication to access RT? Is there a way > to use LDAP otherwise? I fon't know about NIS, but LDAP works quite fine using WebExternalAuth and the mod_auth_ldap module. A few days up the list archive, all the needed stuff is listed. Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From dwindura at commverge.com Fri Apr 26 05:36:15 2002 From: dwindura at commverge.com (Daniel Windura) Date: 26 Apr 2002 17:36:15 +0800 Subject: [rt-users] How to set the sender e-mail address In-Reply-To: References: Message-ID: <1019813780.1557.80.camel@dawcvs.elvandar> Hi, On Wed, 2002-04-24 at 19:43, Smylers wrote > Can you be more specific -- what kind of watcher, and exactly what > scrip? > In the queue I put my e-mail address in the Administrative Cc field. The scrip that I set is as follow: OnCreate NotifyAllWatchers with template Transaction > > By "sender" do you mean the Sender: header or the From: header? > It's the From: header. When I tried to create a new ticket on that queue, I received the email from nobody at localdomain.com. localdomain.com is my domain name. I suspect the nobody come from the user that run httpd nobody 7860 7859 0 Apr12 ? 00:00:39 /usr/local/apache/bin/httpd Is there anyway to set the From: header into something else like support at anotherdomain.com? Thanks. Regards, Daniel From smylers at gbdirect.co.uk Fri Apr 26 05:49:48 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 26 Apr 2002 10:49:48 +0100 (BST) Subject: [rt-users] How to set the sender e-mail address In-Reply-To: <1019813780.1557.80.camel@dawcvs.elvandar> Message-ID: Daniel Windura wrote: > In the queue I put my e-mail address in the Administrative Cc field. > The scrip that I set is as follow: > > OnCreate NotifyAllWatchers with template Transaction > > When I tried to create a new ticket on that queue, I received the > email from nobody at localdomain.com. localdomain.com is my domain name. > I suspect the nobody come from the user that run httpd > > Is there anyway to set the From: header into something else like > support at anotherdomain.com? The NotifyAllWatchers ScripAction should send mail out with the From: header set to be the e-mail address of that particular queue (so that any responses to that e-mail go through 'RT'). Can you check that the address for that queue is correct? If so, then look at the permissions problem that somebody else (sorry, I've forgotten who) suggested -- 'RT' might be trying to set its From: header, but your MTA doesn't trust the nobody user sufficiently to allow it to fake its own identity. Smylers -- GBdirect http://www.gbdirect.co.uk/ From schampagne at blackpearl.net Fri Apr 26 09:43:45 2002 From: schampagne at blackpearl.net (Sebastien Champagne) Date: Fri, 26 Apr 2002 09:43:45 -0400 Subject: [rt-users] (no subject) Message-ID: Hello, While using the web interface I've noticed that after resolving a ticket it seems to disappear. Does any one have an idea as to where the resolved tickets go and how I may retreat them? Thank You Sebastien Champagne Blackpearl.net http://www.blackpearl.net Birch Pond Office Park Tel (603) 578-1967 x 223 410 Amherst Street, Suite. 300 Nashua, NH 03063 , USA This message is intended to be confidential and may be legally privileged. It is intended solely for the addressee. If you are not the intended recipient, please delete this message from your system and notify us immediately. Unless specifically indicated otherwise, any disclosure, copying, distribution or action taken or omitted to be taken in reliance on this message is prohibited and may be unlawful. From bmiller at artelasystems.com Thu Apr 25 05:28:23 2002 From: bmiller at artelasystems.com (Bryan Miller) Date: Thu, 25 Apr 2002 10:28:23 +0100 Subject: [rt-users] Installation Troubles...make install Message-ID: <3CC7CC37.3FC091EE@artelasystems.com> Hi all, I am currently trying to install RT and am running into problems with ' make install ' I installed all the modules and make testdeps worked fine. When I execute make install the database gets created but there are no tables. I am running Red Hat 7.1 and MySQL 3.23.49a. Any suggestions would be greatly appreciated. [root at eve rt-2-0-13]# make install mkdir -p //usr/local/rt2/bin mkdir -p //usr/local/rt2/WebRT/data mkdir -p //usr/local/rt2/WebRT/sessiondata mkdir -p //usr/local/rt2/etc mkdir -p //usr/local/rt2/lib mkdir -p //usr/local/rt2/WebRT/html mkdir -p //usr/local/rt2/local/WebRT/html /usr/bin/perl tools/initdb 'mysql' '/usr' 'localhost' '' 'rt_admin' 'artela_is sues' create Now creating a database for RT. Enter the mysql password for rt_admin: Creating mysql database artela_issues. cp etc/acl.mysql '//usr/local/rt2/etc/acl.mysql' /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\ s'!!DB_HOST!!'"localhost"'g;\ s'!!DB_RT_PASS!!'"(r1user)"'g;\ s'!!DB_RT_HOST!!'"localhost"'g;\ s'!!DB_RT_USER!!'"rt_user"'g;\ s'!!DB_DATABASE!!'"artela_issues"'g;" //usr/local/rt2/et c/acl.mysql /bin/sh: -c: line 1: syntax error near unexpected token `s'!!DB_RT_PASS!!'"(r' /bin/sh: -c: line 1: `/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g; s'!!DB_H OST!!'"localhost"'g; s'!!DB_RT_PASS!!'"(r1user)"'g; s'!!DB_RT_HOST!!'"localhost" 'g; s'!!DB_RT_USER!!'"rt_user"'g; s'!!DB_DATABASE!!'"artela_issues"'g;" //usr/lo cal/rt2/etc/acl.mysql' make: *** [acls] Error 2 [root at eve rt-2-0-13]# -- Bryan M. Miller Artela Systems, Inc. www.artelasystems.com Tel: 518.382.3342 Fax: 518.382.0936 From jesse at lecstar.com Wed Apr 24 17:55:29 2002 From: jesse at lecstar.com (Jesse Peterson) Date: Wed, 24 Apr 2002 17:55:29 -0400 Subject: [rt-users] keywords or external database?? Message-ID: <2D81F38965F4D31193000008C7918772934F36@empireweb.atlanta.lecstar.com> I want to be able to easily attach Customer Information (name, acct number) to tickets - so it needs to be a drop down menu/list box when I'm done. I toyed with trying to figure out a workable way to update/add/remove(disable) keywords on a schedule and write some export routines from the current database... however I saw a guy ask this same question and the reply was the he should hijack another field - maybe RefersTo, and use custom URIs to do the magic. The problem I'm having is that I haven't been able to find info or examples of how I would do this. I don't mind pushing a table down to RTs db server from my MSSQL server where the Customer database exists. Can anyone show me what I've missed? or point me to something that would be helpful for this situation? thank you. jesse From harald.kollera at fun.de Wed Apr 24 04:52:06 2002 From: harald.kollera at fun.de (Harald Kollera) Date: Wed, 24 Apr 2002 10:52:06 +0200 Subject: [rt-users] User rights not checked when accessing tickets directly via number? References: Message-ID: <3CC67236.B378E289@fun.de> Hi Magnus, me-maillists at billskill.com wrote: > Some background: > > Just installed RT and trying to configure this for use by our internal > support/helpdesk. Realising how neat RT is I started playing with the idea > to also let it handle the company info requests. > > For certain reasons I don't want our support clients to be able to view > these internal errors and also didn't want those internal notes generate > any autoreplies. We have a similar problem. Our customers are competitors and they don't want that others see their problems and we don't want our customers see our internal tickets. But all tickets are about the same product, so it is impossible to handle a lot of different queues. The solution was to create a new kind of user between unprivileged and privileged, so called underprivileged. All these users share a nickname beginning with X_ and they are unprivileged. When logging in they get a new interface with a button show group tickets. So they can see all their own tickets as well as the tickets their X_ group has requested, but nothing else. To handle this I added a new interface GroupService (copied from SelfService) and changed the autohandler a little bit. I've added the sources, so you can see if you get an idea how to handle your problem ciao, Harald -- Dr. Harald Koll?ra Professional Services fun communications GmbH Brauerstrasse 6 76135 Karlsruhe Germany Tel: +49 721 964480 Fax: +49 721 96448-299 email: harald.kollera at fun.de http://www.fun.de/ I trust in http://www.keytrust.de -------------- next part -------------- --- autohandler Thu Apr 18 12:32:45 2002 +++ autohandler.org Thu Apr 18 13:06:22 2002 @@ -50,16 +50,8 @@ # If the user isn\'t privileged, they can only see SelfService if ((! $session{'CurrentUser'}->Privileged) and - ( $session{'CurrentUser'}->UserObj->NickName !~ /^X_/) and ($m->base_comp->path !~ '^/SelfService/') ) { $m->comp('/SelfService/index.html'); - $m->abort(); - } - # If the user isn\'t fully privileged, she can only see GroupService - elsif ((! $session{'CurrentUser'}->Privileged) and - ( $session{'CurrentUser'}->UserObj->NickName =~ /^X_/) and - ($m->base_comp->path !~ '^/GroupService/') ) { - $m->comp('/GroupService/index.html'); $m->abort(); } else { -------------- next part -------------- A non-text attachment was scrubbed... Name: GroupService.tar Type: application/x-tar Size: 51200 bytes Desc: not available URL: From ggilbert at frontier.fr Fri Apr 26 06:22:17 2002 From: ggilbert at frontier.fr (=?iso-8859-1?q?Gr=E9goire=20Gilbert?=) Date: Fri, 26 Apr 2002 12:22:17 +0200 Subject: [rt-users] Re: pb with WebRT In-Reply-To: <02042611574101.01418@localhost.localdomain> References: <02042611574101.01418@localhost.localdomain> Message-ID: <02042612221700.01148@localhost.localdomain> hi, I have installed RT, and obviously have read the RTFM, but i still have a problem with WebRT. I try to use it with FastCGI. but when i run apache: 1) In my netscape, i can see a source page, but not the real page. 2) I've problem in my httpd-error.log (please see the log next) [Fri Apr 26 12:06:46 2002] [warn] FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" (pid 1397) terminated by calling exit with status '255' thx for your help, Greg. From bruce_campbell at ripe.net Fri Apr 26 10:14:40 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Fri, 26 Apr 2002 16:14:40 +0200 (CEST) Subject: [rt-users] (no subject) In-Reply-To: Message-ID: On Fri, 26 Apr 2002, Sebastien Champagne wrote: > While using the web interface I've noticed that after resolving a ticket it > seems to disappear. Does any one have an idea as to where the resolved > tickets go and how I may retreat them? I've found that entreating them with chocolates makes them re-appear, especially good Belgian dark. Assuming that you meant 'How do I show the list of resolved tickets', you need to 'Search' for the 'resolved' tickets. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bruce_campbell at ripe.net Fri Apr 26 10:33:12 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Fri, 26 Apr 2002 16:33:12 +0200 (CEST) Subject: [rt-users] keywords or external database?? In-Reply-To: <2D81F38965F4D31193000008C7918772934F36@empireweb.atlanta.lecstar.com> Message-ID: On Wed, 24 Apr 2002, Jesse Peterson wrote: > I want to be able to easily attach Customer Information (name, acct number) > to tickets - so it needs to be a drop down menu/list box when I'm done. I [snippery] Possibly if you can import a table from your prime server into your RT database in such a way that you can have a unique customer number as the 'id' field, you could have an RT::MyCustomers module (which has functions to list customer information), and an extra field in the Tickets table to refer to this id. > The problem I'm having is that I haven't been able to find info or examples > of how I would do this. I don't mind pushing a table down to RTs db server > from my MSSQL server where the Customer database exists. For the latter item, I'm currently doing up a tutorial that covers (among other things[1]) adding extra fields to Tables and how to address/set them which may help you. For the former, I'd suggest at the moment looking at how, say, RT::Transaction and RT::Transactions work. > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Yay, its finally mentioned in the footer ;) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations [1] setting keywords based on SpamAssassin output, what fun. From smylers at gbdirect.co.uk Fri Apr 26 10:48:11 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 26 Apr 2002 15:48:11 +0100 (BST) Subject: [rt-users] keywords or external database?? In-Reply-To: <2D81F38965F4D31193000008C7918772934F36@empireweb.atlanta.lecstar.com> Message-ID: On Wednesday Jesse Peterson wrote: > I want to be able to easily attach Customer Information (name, acct > number) to tickets - so it needs to be a drop down menu/list box when > I'm done. Why do you want to add them to a ticket? Surely that data belongs with a user, since it's the name of a user, the account number of a user, etc. Real name is already supported. The ExternalContactInfoId field could be used for account numbers. If you want that information to be available while viewing a ticket, you can do that. The comments about a user and that user's other tickets are already shown in Display.html; it shouldn't be tricky to spit out a few other fields in the same place. Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Fri Apr 26 11:23:54 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 26 Apr 2002 16:23:54 +0100 (BST) Subject: [rt-users] Keyword Search Criteria & DBIx::SearchBuilder Message-ID: I was trying to produce a list of all blue tickets and all green tickets[*0]. So I tried refining the search with a 'colour is blue' keyword selection. That's fine, I got all blue tickets. Then I tried a further refinement of 'colour is green'. I got no tickets at all -- presumably because none of the tickets are both blue and green. ('colour' is a single- rather than multi-keyword select.) That's reasonable, since in general each individual criterion should match for the criteria as a whole to match. (And for multi-keyword selects it's sensible behaviour.) But only one Status need match: a search with 'Status is open' and 'Status is new' returns all the tickets that are open and all the tickets that are new, not all the tickets that are both open and new. So I thought I'd have a hunt around to see if I could get keyword selects to behave like statuses. I found RT::Tickets and the _ProcessRestrictions() function, and the elsif block testing for 'KEYWORDFIELD'. In a couple of calls to SUPER::Limit() I tried changing: ENTRYAGGREGATOR => 'AND', to: ENTRYAGGREGATOR => 'OR', but this doesn't help with what I was trying to do (and it presumably breaks something else, so I changed it back). I've never delved into DBIx::SearchBuilder before. Can somebody give me a clue as to where I should be looking to make keyword select criteria be or-ed rather than and-ed together? Cheers. Smylers [*0] Some keywords' names have been changed to protect the guilty. -- GBdirect http://www.gbdirect.co.uk/ From rlpowell at digitalkingdom.org Fri Apr 26 21:32:09 2002 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Fri, 26 Apr 2002 18:32:09 -0700 Subject: [rt-users] Breakage on concurrent access? Message-ID: <20020427013209.GT28651@digitalkingdom.org> So, I seem to have caused myself the same problem as described in http://lists.fsck.com/pipermail/rt-users/2002-January/006217.html (to wit: When logged in to a non-privileged account, I can see my list of open & new tickets, but none of the links from the page seem to work. If I click on *any* link on the page, it changes the URL, but the same page displays.) and in an apparently similar way: I was logged in to a particular non-privledged accont at the same time as someone else. This user account is now completely broken. Any ideas? -Robin -- http://www.digitalkingdom.org/~rlpowell/ BTW, I'm male, honest. le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno je xlali -- RLP http://www.lojban.org/ From rlpowell at digitalkingdom.org Fri Apr 26 21:44:29 2002 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Fri, 26 Apr 2002 18:44:29 -0700 Subject: [rt-users] Breakage on concurrent access? In-Reply-To: <20020427013209.GT28651@digitalkingdom.org> References: <20020427013209.GT28651@digitalkingdom.org> Message-ID: <20020427014429.GU28651@digitalkingdom.org> On Fri, Apr 26, 2002 at 06:32:09PM -0700, Robin Lee Powell wrote: > So, I seem to have caused myself the same problem as described in > > http://lists.fsck.com/pipermail/rt-users/2002-January/006217.html > > (to wit: When logged in to a non-privileged account, I can see my list > of open & new tickets, but none of the links from the page seem to work. > If I click on *any* link on the page, it changes the URL, but the same > page displays.) > > and in an apparently similar way: I was logged in to a particular > non-privledged accont at the same time as someone else. > > This user account is now completely broken. Sorry to self-reply, but more details: 1. At least on other non-privledged account, which existed before this happened, is broken in the same way. 2. Even for root, the logout button doesn't work. 3. Most disturbingly, and this is really wierd: Logged in as non-privledged user 'b' (i.e. not the one that caused this, call em 'a'). Hit *any* button, including logout, return to main window, which shows 3 tickets to me. *BUT*, hit 'Open requests', see the one request that was open to 'b' at the time the badness started, which has *since*been*closed*. Boggle. So, at this point, I'm just wondering how to wipe the RT database and restart, because while it seems to me that RT breaks when multiple people access the same account at the same time, I'm not sure that's really a *bad* thing. 8) Complete system information upon request, but the short version is this is a *brand* new FreeBSD machine, latest everything. -Robin -- http://www.digitalkingdom.org/~rlpowell/ BTW, I'm male, honest. le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno je xlali -- RLP http://www.lojban.org/ From rlpowell at digitalkingdom.org Fri Apr 26 22:15:44 2002 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Fri, 26 Apr 2002 19:15:44 -0700 Subject: [rt-users] Breakage on concurrent access? In-Reply-To: <20020427014429.GU28651@digitalkingdom.org> References: <20020427013209.GT28651@digitalkingdom.org> <20020427014429.GU28651@digitalkingdom.org> Message-ID: <20020427021544.GV28651@digitalkingdom.org> On Fri, Apr 26, 2002 at 06:44:29PM -0700, Robin Lee Powell wrote: > *BUT*, hit 'Open requests', see the one request that was open to 'b' ^^^ That should say 'a', not 'b'. > at the time the badness started, which has *since*been*closed*. And, in this state, the "Logged in as:" lists user 'a' (the one the ticket was opened to) rather than 'b', but if I hit the details button, I'm back at the main screen as user 'b' again. -Robin -- http://www.digitalkingdom.org/~rlpowell/ BTW, I'm male, honest. le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno je xlali -- RLP http://www.lojban.org/ From bruce_campbell at ripe.net Sat Apr 27 03:12:58 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sat, 27 Apr 2002 09:12:58 +0200 (CEST) Subject: [rt-users] Breakage on concurrent access? In-Reply-To: <20020427021544.GV28651@digitalkingdom.org> Message-ID: On Fri, 26 Apr 2002, Robin Lee Powell wrote: > On Fri, Apr 26, 2002 at 06:44:29PM -0700, Robin Lee Powell wrote: > > *BUT*, hit 'Open requests', see the one request that was open to 'b' > ^^^ > That should say 'a', not 'b'. > > > at the time the badness started, which has *since*been*closed*. > > And, in this state, the "Logged in as:" lists user 'a' (the one the > ticket was opened to) rather than 'b', but if I hit the details button, > I'm back at the main screen as user 'b' again. A guest, but you seem to have have something funky going on with the WebRT/sessiondata directory. Make sure that the user RT runs the WebUI as has appropriate permissions to this directory as per the installation docs. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From alesh at opensource-technologies.com Sat Apr 27 04:04:04 2002 From: alesh at opensource-technologies.com (alesh at opensource-technologies.com) Date: Sat, 27 Apr 2002 10:04:04 +0200 (CEST) Subject: [rt-users] Breakage on concurrent access? In-Reply-To: Message-ID: Bruce, Robin, would: # rt2 tmp clean 0 * * * * find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec rm {} \; have anything to do with this? Copy & paste from my crontab... just a thought. Regards, A. On Sat, 27 Apr 2002, Bruce Campbell wrote: > Date: Sat, 27 Apr 2002 09:12:58 +0200 (CEST) > From: Bruce Campbell > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] Breakage on concurrent access? > > On Fri, 26 Apr 2002, Robin Lee Powell wrote: > > > On Fri, Apr 26, 2002 at 06:44:29PM -0700, Robin Lee Powell wrote: > > > *BUT*, hit 'Open requests', see the one request that was open to 'b' > > ^^^ > > That should say 'a', not 'b'. > > > > > at the time the badness started, which has *since*been*closed*. > > > > And, in this state, the "Logged in as:" lists user 'a' (the one the > > ticket was opened to) rather than 'b', but if I hit the details button, > > I'm back at the main screen as user 'b' again. > > A guest, but you seem to have have something funky going on with the > WebRT/sessiondata directory. Make sure that the user RT runs the WebUI as > has appropriate permissions to this directory as per the installation > docs. > > -- > Bruce Campbell RIPE > Systems/Network Engineer NCC > www.ripe.net - PGP562C8B1B Operations > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From pdh at snapgear.com Sat Apr 27 04:41:27 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sat, 27 Apr 2002 18:41:27 +1000 Subject: [rt-users] Breakage on concurrent access? In-Reply-To: References: <20020427021544.GV28651@digitalkingdom.org> Message-ID: <20020427084127.GD372@luggage> Bruce Campbell wrote: > A guest, but you seem to have have something funky going on with the > WebRT/sessiondata directory. Make sure that the user RT runs the WebUI as > has appropriate permissions to this directory as per the installation > docs. Plausible, but my guess would be broken caching at the _browser_ end. From wash at wananchi.biz Sat Apr 27 05:16:56 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sat, 27 Apr 2002 12:16:56 +0300 Subject: [rt-users] Manager's homepage In-Reply-To: <20020424161824.C27117@calculus.wolf.ox.ac.uk> References: <20020424161824.C27117@calculus.wolf.ox.ac.uk> Message-ID: <20020427091656.GE78684@ns2.wananchi.com> * Stephen Gower [20020424 18:27]: wrote: > I've never really played around with Perl, let alone HTML::Mason, > but by hacking around the main homepage, I came up with the > attached, which is in /path/to/rt/local/WebRT/html/ > > It prints out the 25 Highest Priority Tickets for "Nobody", and > then for each of the Team members (those people who have > permission to do things). > > Myself (Team Leader) and my manager, can use it to see who is > working on what. > > Stephen This is against what version of RT? I tested on 2.0.13 and got the error below: Mason error error in file: /opt/rt2/WebRT/data/obj/LOCAL/manager.html line 34: Unable to locate component "/Elements/YourTickets" context: ... 30: '); 31: $m->comp('/Elements/CustomHomepageHeader', %ARGS); 32: $_out->(' 33: '); 34: $m->comp('/Elements/YourTickets', User=>$Nobody); 35: $_out->(' 36:   37: '); 38: while ( my $User = $Users->Next()) { ... component stack: /manager.html [local] /autohandler [local] code stack: /opt/rt2/WebRT/data/obj/LOCAL/manager.html:34 /opt/rt2/WebRT/data/obj/LOCAL/autohandler:69 misc info: error while executing /manager.html [local]: -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) Uncle Ed's Rule of Thumb: Never use your thumb for a rule. You'll either hit it with a hammmer or get a splinter in it. From wash at wananchi.biz Sat Apr 27 06:05:48 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sat, 27 Apr 2002 13:05:48 +0300 Subject: [rt-users] Manager's homepage In-Reply-To: <20020427091656.GE78684@ns2.wananchi.com> References: <20020424161824.C27117@calculus.wolf.ox.ac.uk> <20020427091656.GE78684@ns2.wananchi.com> Message-ID: <20020427100548.GB6908@ns2.wananchi.com> * Odhiambo Washington [20020427 12:21]: wrote: > This is against what version of RT? I tested on 2.0.13 and got the error below: Worked okay when I put in YourTickets - please ignore error report. -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) If you want to know what god thinks of money, just look at the people he gave it to. -- Dorthy Parker From wash at wananchi.biz Sat Apr 27 06:07:05 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sat, 27 Apr 2002 13:07:05 +0300 Subject: [rt-users] Manager's homepage In-Reply-To: References: <20020424171849.D27117@calculus.wolf.ox.ac.uk> Message-ID: <20020427100705.GC6908@ns2.wananchi.com> * Camron W. Fox [20020424 21:58]: wrote: > All, > > Please forgive my ignorance. I gave this a try, and put YourTickets in > /usr/local/rt2/local/WebRT/html/Ticket/Elements/, but am getting the > following error when trying to access http://rt2/manager.html: chmod ugo+rx YourTickets chmod ugo+rx manager.html > > error in file: /usr/local/rt2/WebRT/data/obj/LOCAL/manager.html > line 34: Unable to locate component "/Elements/YourTickets" > context: > ... > 30: '); > 31: $m->comp('/Elements/CustomHomepageHeader', %ARGS); > 32: $_out->(' > 33: '); > 34: $m->comp('/Elements/YourTickets', User=>$Nobody); > 35: $_out->(' > 36:   > 37: '); > 38: while ( my $User = $Users->Next()) { > ... > component stack: /manager.html [local] > /autohandler [standard] > code stack: /usr/local/rt2/WebRT/data/obj/LOCAL/manager.html:34 > /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69 > > What am I missing? The customized stuff should go in $RTHOME/local/..., > should it not? > > Best Regards, > Camron > > > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Stephen Gower > Sent: Wednesday, April 24, 2002 06:19 > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] Manager's homepage > > > On Wed, Apr 24, 2002 at 06:12:00PM +0200, Harald Wagener wrote: > > > > This is nice, but You forgot t include Elements/... > > So I have. That's becasue I was going to clean it up > before I submited it. Really, I should use a modified version of > MyTickets, which if it doesn't have a User variable passed to it, > works just the same way as the current MyTickets, and if it does, > works like YourTickets. I should also remove all the > colour stuff before I send this, but it's after 5pm and I > should have gone home! > > s > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) Save the whales. Collect the whole set. From wash at wananchi.biz Sat Apr 27 06:13:30 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sat, 27 Apr 2002 13:13:30 +0300 Subject: [rt-users] Notify new owner.. Message-ID: <20020427101330.GD6908@ns2.wananchi.com> I have a colleague whose job is to look at the tickets on all queues and assign the tickets to the people concerned. I'd like to have a scripcondition that would notify the person who has been assigned a ticket that he has a ticket. What scrip does this? OnTransaction NotifyOwner with global template Notify ??? Maybe? thanks -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) "I'm not under the alkafluence of inkahol that some thinkle peep I am. It's just the drunker I sit here the longer I get." From pdh at snapgear.com Sat Apr 27 08:21:07 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sat, 27 Apr 2002 22:21:07 +1000 Subject: [rt-users] Notify new owner.. In-Reply-To: <20020427101330.GD6908@ns2.wananchi.com> References: <20020427101330.GD6908@ns2.wananchi.com> Message-ID: <20020427122107.GB1774@luggage> Odhiambo Washington wrote: > I have a colleague whose job is to look at the tickets on all queues and > assign the tickets to the people concerned. I'd like to have a scripcondition > that would notify the person who has been assigned a ticket that he has a > ticket. > > What scrip does this? Have a look in the contrib area for the OwnerChange scrip. OnOwnerChange NotifyOwner with template Transaction From wash at wananchi.biz Sun Apr 28 12:22:09 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sun, 28 Apr 2002 19:22:09 +0300 Subject: [rt-users] Notify new owner.. In-Reply-To: <20020427122107.GB1774@luggage> References: <20020427101330.GD6908@ns2.wananchi.com> <20020427122107.GB1774@luggage> Message-ID: <20020428162209.GB83211@ns2.wananchi.com> * Phil Homewood [20020427 15:31]: wrote: > Odhiambo Washington wrote: > > I have a colleague whose job is to look at the tickets on all queues and > > assign the tickets to the people concerned. I'd like to have a scripcondition > > that would notify the person who has been assigned a ticket that he has a > > ticket. > > > > What scrip does this? > > Have a look in the contrib area for the OwnerChange scrip. > > OnOwnerChange NotifyOwner with template Transaction Thanks. -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) Go climb a gravity well! From pauls at etext.org Sun Apr 28 19:27:15 2002 From: pauls at etext.org (Paul Southworth) Date: Sun, 28 Apr 2002 16:27:15 -0700 (PDT) Subject: [rt-users] Notify to requestor email not working Message-ID: <20020428161145.J75286-100000@locust.etext.org> I am using RT 2.0.13, just upgraded from 2.0.11 which had the same problem I am about to describe. Incoming mail works, ticket opens, auto-response works, reply from requestor to auto-response works. Outbound notifications of resolved tickets also work. What doesn't work is any of the Reply type correspondence from RT to requestor, where the action is set to 'Response to requestors'. When I submit that action, RT replies 'correspondence sent' but no mail is attempted and no error or activity is logged by Apache, RT, or sendmail. The correspondence is logged in the ticket history as sent, even though it wasn't. Similarly, when I set status to 'Resolved' any message text I typed in the box is not transmitted to the user - the only thing they get is the 'According to our records, your request has been resolved.' message. My platform is FreeBSD 4.5-RELEASE-p2 with sendmail 8.11.6, Apache 1.3.23, mod_perl 1.26. My CorrespondAddress and CommentAddress are set appropriately. MailCommand is sendmailpipe, and '-t' is added to SendmailArguments. I'm assuming the most likely problem is a perl module version snafu - which ones are the most likely candidates for this problem? Any clues would be greatly appreciated. From pdh at snapgear.com Sun Apr 28 19:34:55 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 29 Apr 2002 09:34:55 +1000 Subject: [rt-users] Notify to requestor email not working In-Reply-To: <20020428161145.J75286-100000@locust.etext.org> References: <20020428161145.J75286-100000@locust.etext.org> Message-ID: <20020428233455.GO2831@luggage> Paul Southworth wrote: > What doesn't work is any of the Reply type correspondence from RT to > requestor, where the action is set to 'Response to requestors'. When I > submit that action, RT replies 'correspondence sent' but no mail is > attempted and no error or activity is logged by Apache, RT, or sendmail. > The correspondence is logged in the ticket history as sent, even though it > wasn't. Do you have an OnCorrespond scrip which notifies AllWatchers or Requestor or RequestorAndCCs? From vsra at lucent.com Mon Apr 29 03:24:26 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Mon, 29 Apr 2002 12:54:26 +0530 Subject: [rt-users] (no subject) Message-ID: Hi, I am in the testing phase of RT. Here are the rules of my scrips, but I donot get any mail to me as the Admin or the requestor. I can send a mail from that unix system though. Any ideas where I could have missed. OnCreate AutoreplyToRequestors with template Autoreply OnCreate NotifyAdminCcs with template Transaction OnCorrespond NotifyAllWatchers with template Correspondence OnComment NotifyAdminCcsAsComment with template AdminComment OnComment NotifyOtherRecipientsAsComment with template Correspondence OnCorrespond NotifyOtherRecipients with template Correspondence OnResolve NotifyRequestorsAndCcs with template Resolved > Best Regards, > Prasad V.S.R.A. > > > From harald.kollera at fun.de Mon Apr 29 03:31:47 2002 From: harald.kollera at fun.de (Harald Kollera) Date: Mon, 29 Apr 2002 09:31:47 +0200 Subject: [rt-users] Breakage on concurrent access? References: <20020427021544.GV28651@digitalkingdom.org> <20020427084127.GD372@luggage> Message-ID: <3CCCF6E3.CEEE8EBF@fun.de> Phil Homewood wrote: > > Bruce Campbell wrote: > > A guest, but you seem to have have something funky going on with the > > WebRT/sessiondata directory. Make sure that the user RT runs the WebUI as > > has appropriate permissions to this directory as per the installation > > docs. > > Plausible, but my guess would be broken caching at the _browser_ end. > That seems right, we had similar problems with opera (you cannot log out) and the latest Mozilla (You have to login in over and over) Clearing the browser cache helped in both cases. Harald -- Dr. Harald Koll?ra Professional Services fun communications GmbH Brauerstrasse 6 76135 Karlsruhe Germany Tel: +49 721 964480 Fax: +49 721 96448-299 email: harald.kollera at fun.de http://www.fun.de/ I trust in http://www.keytrust.de From pdh at snapgear.com Mon Apr 29 04:00:09 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 29 Apr 2002 18:00:09 +1000 Subject: [rt-users] (no subject) In-Reply-To: References: Message-ID: <20020429080009.GD2831@luggage> Please supply meaningful subjects when sending to this list. V S R A, Prasad (Prasad) wrote: > I am in the testing phase of RT. Here are the rules of my scrips, > but I donot get any mail to me as the Admin or the requestor. I can send a > mail from that unix system though. Any ideas where I could have missed. Your scrips look fine. Are you taking into account the fact that RT tries to never email the person performing the transaction? From wash at wananchi.biz Mon Apr 29 05:50:47 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Mon, 29 Apr 2002 12:50:47 +0300 Subject: [rt-users] Problem with OwnerChange installation Message-ID: <20020429095047.GU72838@ns2.wananchi.com> Hiya, Does anyone have a clue why this happens? I thought it shouldn't ;-) My rt addresses are setup correctly. However I see the error but I just can't figure out what I missed while installing the OwnerChange scrip. How did I install it? Well, I just doenloaded the stuff into a directory then ran the perl script, and it completed without an error. I have also manually copied OwnerChange.pm /opt/rt2/lib/RT/ - What is it that I missed? A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: pipe to |/opt/rt2/bin/rt-mailgate --queue cs --action comment generated by cs-comment at wananchi.com The following text was generated during the delivery attempt: ------ pipe to |/opt/rt2/bin/rt-mailgate --queue cs --action comment generated by cs-comment at wananchi.com ------ Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib /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) at (eval 40) line 3, chunk 24. Require of RT::Condition::OwnerChange failed. Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib /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) at (eval 40) line 3, chunk 24. -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) There's only one way to have a happy marriage and as soon as I learn what it is I'll get married again. -- Clint Eastwood From frederic.gobin at mindmatics.de Mon Apr 29 06:05:22 2002 From: frederic.gobin at mindmatics.de (Frederic Gobin) Date: Mon, 29 Apr 2002 12:05:22 +0200 Subject: [rt-users] Timezone - Problem Message-ID: <3CCD1AE2.10000@mindmatics.de> It seems to me that RT converts date/time information to GMT before storing it into the Mysql-database. Is there a way to prevent this ? From frederic.gobin at mindmatics.de Mon Apr 29 06:08:48 2002 From: frederic.gobin at mindmatics.de (Frederic Gobin) Date: Mon, 29 Apr 2002 12:08:48 +0200 Subject: [rt-users] Problem with OwnerChange installation References: <20020429095047.GU72838@ns2.wananchi.com> Message-ID: <3CCD1BB0.40600@mindmatics.de> Try to move the OwnerChange.pm to /opt/rt2/lib/RT/Condition. That should help ... Frederic Gobin Odhiambo Washington wrote: > Hiya, > > Does anyone have a clue why this happens? I thought it shouldn't ;-) > My rt addresses are setup correctly. However I see the error but I > just can't figure out what I missed while installing the > OwnerChange scrip. > > How did I install it? Well, I just doenloaded the stuff into a > directory then ran the perl script, and it completed without an error. > I have also manually copied OwnerChange.pm /opt/rt2/lib/RT/ - What > is it that I missed? > > > A message that you sent could not be delivered to one or more of its > recipients. This is a permanent error. The following address(es) failed: > > pipe to |/opt/rt2/bin/rt-mailgate --queue cs --action comment > generated by cs-comment at wananchi.com > > The following text was generated during the delivery attempt: > > ------ pipe to |/opt/rt2/bin/rt-mailgate --queue cs --action comment > generated by cs-comment at wananchi.com ------ > > Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib /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) at (eval 40) line 3, chunk 24. > Require of RT::Condition::OwnerChange failed. > Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib /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) at (eval 40) line 3, chunk 24. > > > > -Wash > From pdh at snapgear.com Mon Apr 29 06:08:50 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 29 Apr 2002 20:08:50 +1000 Subject: [rt-users] Problem with OwnerChange installation In-Reply-To: <20020429095047.GU72838@ns2.wananchi.com> References: <20020429095047.GU72838@ns2.wananchi.com> Message-ID: <20020429100850.GF2831@luggage> Odhiambo Washington wrote: > I have also manually copied OwnerChange.pm /opt/rt2/lib/RT/ - What > is it that I missed? OwnerChange.pm should be in /opt/rt2/lib/RT/Condition. Check also that the permissions on the script are sane. From y.fitterer at ram.ac.uk Mon Apr 29 07:30:58 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Mon, 29 Apr 2002 11:30:58 -0000 Subject: [rt-users] https bug [Resolved] In-Reply-To: References: Message-ID: <3CCD20F3.31085.84F936@localhost> Hi, Thought I'd share the resolution to my original problem (mixing http & https while keeping all web links and Email templates working): The answer uses the relative URI scheme (//domain.name/path/etc), but the solution is to apply that to the $WebImagesURL config var. If one sets it to something like: //domain.com/NoAuth/images then everything works, I believe. The web urls get worked out OK by the browsers, and that doesn't affect those included in email templates, thus solving the original problem without affecting anything else. As we say in French, CQFD! Bye Yan PS: CQFD = "Ce Qu'il Fallait Demontrer", or in other words, "Gotcha!" ---- On 25 Apr 2002, at 6:14, Dan Riley wrote: ---- > Smylers writes: > > Yesterday Dan Riley wrote: > > > Relative URLs, including //example.com/rt, /rt and ../rt, have been in > > > every URL/URI standard I know of since RFC 1630 (Berners-Lee, June > > > 1994). The only browser I know of that got any of them wrong was the > > > original NeXTStep browser T.B-L wrote at CERN ... > > I guess I should have mentioned that there have been URI/URL standards > since that supersede RFC 1630 (I probably also should have noted that > RFC 1630 is an "informational" RFC, not an IETF standard). > > > Brief testing yesterday (by coincidence, and nothing to do with 'RT') > > uncovered what looks like a bug in the way 'IE' and 'Mozilla' handle > > relative URLs. If you're currently viewing this page: > > > > http://www.example.com/Search/Listing.html > > > > then by my reading of RFC 1630, a relative URL such as this: > > > > New search > > > > should resolve to this absolute URL: > > > > http://www.example.com/Search/?ClearRestrictions=1 > > > > but in 'IE' and 'Mozilla' it comes out as the following, failing to > > disgard the bit following the final slash: > > > > http://www.example.com/Search/Listing.html?ClearRestrictions=1 > > > > (If my understanding of RFC 1630 is wrong and 'IE' and 'Mozilla' are > > right, then 'Lynx' get's it wrong cos it does it t'other one. Either > > way round there seems to be a broken browser somewhere.) > > Looks like you've found a spot where the standards haven't been > consistent. I agree with your reading of RFC 1630. However, RFC 1630 > was superseded by RFC 1808 in June 1995, and 1808 clearly agrees with > IE and Mozilla. RFC 1808, in turn, was "updated" by RFC 2396 August > 1998, and RFC 2396 appears to say that "?ClearRestrictions=1" isn't a > valid relative URI--2396 has the BNF: > > relativeURI = ( net_path | abs_path | rel_path ) [ "?" query ] > rel_path = rel_segment [ abs_path ] > rel_segment = 1*( unreserved | escaped | > ";" | "@" | "&" | "=" | "+" | "$" | "," ) > > '?' doesn't appear in rel_segment, and the stuff in relativeURI before > '?' looks like it can't be empty. The examples in appendix C includes > a "?..." example, which says that given > > http://a/b/c/d;p?q > > it should resolve as > > ?y = http://a/b/c/?y > > However, according to Roy Fielding (the primary author), this is an > error. http://www.ics.uci.edu/~fielding/url/test1.html says: > > ?y = http://a/b/c/d;p?y [R,X,5]*Bug in RFC examples > http://a/b/c/?y [1,2,3,4] > > so the 2396 example is incorrect, the answer is supposed to be > "http://a/b/c/d;p?y", and many browsers get it wrong. I guess this > also means the BNF is wrong. > > What a mess! > > Conclusion? IE and Mozilla are right, Lynx is wrong, as are many > other browsers--enough that "don't do that" is probably the only > safe answer. I'd try to use "Listing.html?ClearRestrictions=1" or > "./?ClearRestrictions=1", depending on the desired behavior. > > -- > "The mere tendency of speech to encourage unlawful acts is not a > sufficient reason for banning it. [...] The right to think is the > beginning of freedom, and speech must be protected from the government > because speech is the beginning of thought." --Anthony Kennedy > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From bortzmeyer at netaktiv.com Mon Apr 29 08:15:08 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Mon, 29 Apr 2002 14:15:08 +0200 Subject: [rt-users] A MRTG script for Request Tracker Message-ID: <20020429121508.GA8684@staff.netaktiv.com> One thing I like with Request Tracker is that it relies on a RDBMS. So, anything which is not done by RT can be easily implemented in SQL. (See the recurrent thread abou reporting.) Today, a small Python program to gather statistics from the RT database and to output them in MRTG format. That way, the managers can spend the whole day watching the work of the support staff :-) It uses PostgreSQL but the SQL is standard and it should work with MySQL. #!/usr/bin/python # $Id: rt2mrtg.py,v 1.1 2002/04/29 10:59:46 bortzmeyer Exp $ import string from pyPgSQL import PgSQL dsn = "::rt2" db = PgSQL.connect(dsn) st = db.cursor() st.execute("SELECT count(id) FROM tickets WHERE status = 'open' OR status = 'new'") res = st.fetchone() all_tickets = res[0] # If you are not using priorities, display something else, such as # tickets older than a month. st.execute("SELECT count(id) FROM tickets WHERE (status = 'open' OR status = 'new') AND priority > 0") res = st.fetchone() high_pri_tickets = res[0] print high_pri_tickets print all_tickets print "uptime is not meaningful for Request Tracker" print "database " + dsn ########## MRTG configuration: Target[rt]: `python ./rt2mrtg.py` MaxBytes[rt]: 10000000 Title[rt]: Tickets open in Request Tracker Colours[rt]: orange#ff2222,blue#1111ff,DARK GREEN#006600,VIOLET#ff00ff Options[rt]: growright,nopercent,gauge,noinfo YLegend[rt]: Tickets ShortLegend[rt]: tickets LegendO[rt]: all  LegendI[rt]: high pri  Legend1[rt]: Tickets open (with priority>0) Legend2[rt]: Tickets open PageTop[rt]:

To do

System:rt.YOURDOMAIN
Maintainer:YOURADDRESS
From darrinw at nixc.net Mon Apr 29 08:55:46 2002 From: darrinw at nixc.net (Darrin Walton) Date: Mon, 29 Apr 2002 08:55:46 -0400 Subject: [rt-users] A MRTG script for Request Tracker In-Reply-To: <20020429121508.GA8684@staff.netaktiv.com>; from bortzmeyer@netaktiv.com on Mon, Apr 29, 2002 at 02:15:08PM +0200 References: <20020429121508.GA8684@staff.netaktiv.com> Message-ID: <20020429085546.R77860@nixc.net> We do sorta the same thing. But I wrote an snmp daemon for RT, and using that, we just have MRTG poll the SNMP MIBs that I defined. Works great for us. From sw-lists at onyx.net Mon Apr 29 09:00:12 2002 From: sw-lists at onyx.net (Simon Woodward) Date: 29 Apr 2002 14:00:12 +0100 Subject: [rt-users] Modify Ticket Message-ID: <1020085213.14014.1374.camel@brockrigg.onyx.net> Hi All, We've been having a problem recently where several people may try and correspond on a ticket via email, (for example a few people across a company who are involved in the problem) ... unfortunately when a person who isn't the requester mails in with the correct subject line, the email is simply lost. I assume the overall kludge for this is to allow everyone to modify any ticket ... which I am not overly keen on ... but is there any way to: 1) Let them get created as new tickets 2) Let the get a bounce message (ie you are not the requester) 3) Let them simply append to the ticket rather than have full modification rights ? Any ideas / suggestions greatly received. Thanks, Simon. From Ramon.Crespo at stis.com Mon Apr 29 09:12:16 2002 From: Ramon.Crespo at stis.com (Crespo, Ramon) Date: Mon, 29 Apr 2002 09:12:16 -0400 Subject: [rt-users] Resolved Queue? Message-ID: Hello Everyone, I've been using RT for a couple of weeks now and it seems like a great ticket system solution. However it seems its not perfect for management. They want to have a place they can see all resolved tickets. Is there anyway to write a scrip that will move all tickets to a certain queue once there status equals resolved? Thank you all for making this system easier to work with. Kind Regards, Ramon Crespo From bortzmeyer at netaktiv.com Mon Apr 29 09:19:52 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Mon, 29 Apr 2002 15:19:52 +0200 Subject: [rt-users] Resolved Queue? In-Reply-To: References: Message-ID: <20020429131952.GA14941@staff.netaktiv.com> On Mon, Apr 29, 2002 at 09:12:16AM -0400, Crespo, Ramon wrote a message of 19 lines which said: > I've been using RT for a couple of weeks now and it seems like a great > ticket system solution. However it seems its not perfect for management. > They want to have a place they can see all resolved tickets. "Search" then "status is resolved". > Is there anyway > to write a scrip that will move all tickets to a certain queue once there > status equals resolved? It does not seem necessary. From bortzmeyer at netaktiv.com Mon Apr 29 09:26:41 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Mon, 29 Apr 2002 15:26:41 +0200 Subject: [rt-users] A MRTG script for Request Tracker In-Reply-To: <20020429085546.R77860@nixc.net> References: <20020429121508.GA8684@staff.netaktiv.com> <20020429085546.R77860@nixc.net> Message-ID: <20020429132641.GA15548@staff.netaktiv.com> On Mon, Apr 29, 2002 at 08:55:46AM -0400, Darrin Walton wrote a message of 3 lines which said: > We do sorta the same thing. But I wrote an snmp daemon for RT, and using > that, we just have MRTG poll the SNMP MIBs that I defined. Works great > for us. Yes, I saw your work in, contrib/. Let's say that your solution is better if you have SNMP/MIB knowledge inside (the current MIB does not provide a lot of objects so you have to extend it if you just want, say, the tickets with a priority>0 ) and mine is preferrable if you have SQL knowledge in your company. From Ramon.Crespo at stis.com Mon Apr 29 09:30:13 2002 From: Ramon.Crespo at stis.com (Crespo, Ramon) Date: Mon, 29 Apr 2002 09:30:13 -0400 Subject: [rt-users] Resolved Queue? Message-ID: -----Original Message----- From: Stephane Bortzmeyer [mailto:bortzmeyer at netaktiv.com] Sent: Monday, April 29, 2002 9:20 AM To: Crespo, Ramon Cc: Rt-Users (E-mail) Subject: Re: [rt-users] Resolved Queue? On Mon, Apr 29, 2002 at 09:12:16AM -0400, Crespo, Ramon wrote a message of 19 lines which said: > I've been using RT for a couple of weeks now and it seems like a great > ticket system solution. However it seems its not perfect for management. > They want to have a place they can see all resolved tickets. "Search" then "status is resolved". >>> Thats what I suggested, but it seems they want a page where they can see everything >>> thats been resolved. Is there anyway to embed those search results in another page. >>> > Is there anyway > to write a scrip that will move all tickets to a certain queue once there > status equals resolved? It does not seem necessary. >>>Thanks for your help, >>>Ramon Crespo _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From darrinw at nixc.net Mon Apr 29 09:50:35 2002 From: darrinw at nixc.net (Darrin Walton) Date: Mon, 29 Apr 2002 09:50:35 -0400 Subject: [rt-users] A MRTG script for Request Tracker In-Reply-To: <20020429132641.GA15548@staff.netaktiv.com>; from bortzmeyer@netaktiv.com on Mon, Apr 29, 2002 at 03:26:41PM +0200 References: <20020429121508.GA8684@staff.netaktiv.com> <20020429085546.R77860@nixc.net> <20020429132641.GA15548@staff.netaktiv.com> Message-ID: <20020429095035.S77860@nixc.net> |+ Yes, I saw your work in, contrib/. Let's say that your solution is |+ better if you have SNMP/MIB knowledge inside (the current MIB does not |+ provide a lot of objects so you have to extend it if you just want, |+ say, the tickets with a priority>0 ) and mine is preferrable if you |+ have SQL knowledge in your company. True. I wrote the MIB with room for people to expand it themselves. I could have gone through and added a lot more MIBs for general use, but I didn't know who would want what. We currently have about 20 different MIBs defined in ours, but other companies may only need 2 of those :) I guess I could write documentation on how to add other mibs to it. -darrin (who is playing with your script on my testing server) From khera at kcilink.com Mon Apr 29 10:53:53 2002 From: khera at kcilink.com (Vivek Khera) Date: Mon, 29 Apr 2002 10:53:53 -0400 Subject: [rt-users] Breakage on concurrent access? In-Reply-To: <3CCCF6E3.CEEE8EBF@fun.de> References: <20020427021544.GV28651@digitalkingdom.org> <20020427084127.GD372@luggage> <3CCCF6E3.CEEE8EBF@fun.de> Message-ID: <15565.24193.836434.783418@onceler.kciLink.com> >>>>> "HK" == Harald Kollera writes: HK> That seems right, we had similar problems with opera (you cannot log HK> out) HK> and the latest Mozilla (You have to login in over and over) With opera, it is a bug. No matter what the sever/document sets as the expiration time of a document, Opera refuses to honor it. It only honors its own settings of how often to check for an updated document. If you use the defaults, you get 5 minutes. So, if you log in, and log out within that 5 minutes, you can't really log out. If you wait longer than that 5 minutes, opera will let you log out since the page in question will be rechecked. Disable the timer feature in opera and you'll be happier. As for mozilla, i have no clue. From bruce_campbell at ripe.net Mon Apr 29 11:16:27 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 29 Apr 2002 17:16:27 +0200 (CEST) Subject: [rt-users] Timezone - Problem In-Reply-To: <3CCD1AE2.10000@mindmatics.de> Message-ID: On Mon, 29 Apr 2002, Frederic Gobin wrote: > It seems to me that RT converts date/time information to GMT before > storing it into the Mysql-database. Yes. This is the intended behaviour; store times without a timezone offset, so when your local timezone changes (eg, daylight savings time), the times in the database are still correct. > Is there a way to prevent this ? Not without significant RT-foo. (You don't want to change this) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bortzmeyer at netaktiv.com Mon Apr 29 11:32:50 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Mon, 29 Apr 2002 17:32:50 +0200 Subject: [rt-users] Two (alternate) email addresses for one user? [netaktiv.com #162] Message-ID: <20020429153250.GA27316@staff.netaktiv.com> I sometimes use bortzmeyer at staff.netaktiv.com and sometimes bortzmeyer at netaktiv.com. Since the RT user 'bortzmeyer' is declared with the latter address, RT rejects me when I send from the first one. Is there a way to declare the two addresses as far as authenticating incoming email is concerned? Reading the database schema, it seems not but I still hope... From JSatterfield at ciphergen.com Mon Apr 29 11:33:03 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Mon, 29 Apr 2002 08:33:03 -0700 Subject: [rt-users] A MRTG script for Request Tracker Message-ID: Just curious, what's MRTG? James. -----Original Message----- From: Darrin Walton [mailto:darrinw at nixc.net] Sent: Monday, April 29, 2002 6:51 AM To: Stephane Bortzmeyer Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] A MRTG script for Request Tracker |+ Yes, I saw your work in, contrib/. Let's say that your solution is |+ better if you have SNMP/MIB knowledge inside (the current MIB does not |+ provide a lot of objects so you have to extend it if you just want, |+ say, the tickets with a priority>0 ) and mine is preferrable if you |+ have SQL knowledge in your company. True. I wrote the MIB with room for people to expand it themselves. I could have gone through and added a lot more MIBs for general use, but I didn't know who would want what. We currently have about 20 different MIBs defined in ours, but other companies may only need 2 of those :) I guess I could write documentation on how to add other mibs to it. -darrin (who is playing with your script on my testing server) _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From bortzmeyer at netaktiv.com Mon Apr 29 11:35:17 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Mon, 29 Apr 2002 17:35:17 +0200 Subject: [rt-users] A MRTG script for Request Tracker In-Reply-To: References: Message-ID: <20020429153517.GA27713@staff.netaktiv.com> On Mon, Apr 29, 2002 at 08:33:03AM -0700, James Satterfield wrote a message of 33 lines which said: > Just curious, what's MRTG? http://people.ee.ethz.ch/~oetiker/webtools/mrtg/mrtg.html From JSatterfield at ciphergen.com Mon Apr 29 11:40:33 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Mon, 29 Apr 2002 08:40:33 -0700 Subject: [rt-users] A MRTG script for Request Tracker Message-ID: Looks spiffy, but I fail to see how this is generating useful reports from rt2. Any chance of seeing a screenshot of the output you guys are getting from what you've written? James. -----Original Message----- From: Stephane Bortzmeyer [mailto:bortzmeyer at netaktiv.com] Sent: Monday, April 29, 2002 8:35 AM To: James Satterfield Cc: 'Darrin Walton'; Stephane Bortzmeyer; rt-users at lists.fsck.com Subject: Re: [rt-users] A MRTG script for Request Tracker On Mon, Apr 29, 2002 at 08:33:03AM -0700, James Satterfield wrote a message of 33 lines which said: > Just curious, what's MRTG? http://people.ee.ethz.ch/~oetiker/webtools/mrtg/mrtg.html From babafou at pasteur.fr Mon Apr 29 11:41:43 2002 From: babafou at pasteur.fr (Marc Baudoin) Date: Mon, 29 Apr 2002 17:41:43 +0200 Subject: [rt-users] A MRTG script for Request Tracker In-Reply-To: ; from JSatterfield@ciphergen.com on Mon, Apr 29, 2002 at 08:33:03AM -0700 References: Message-ID: <20020429174143.C163662@sylfeline.sis.pasteur.fr> James Satterfield ?crit : > Just curious, what's MRTG? Multi router traffic grapher , you can't live without it. -- Marc Baudoin | Institut Pasteur | P?le informatique - syst?mes et r?seau From stephen.gower at wolfson.oxford.ac.uk Mon Apr 29 11:44:02 2002 From: stephen.gower at wolfson.oxford.ac.uk (Stephen Gower) Date: Mon, 29 Apr 2002 16:44:02 +0100 Subject: [rt-users] Two (alternate) email addresses for one user? [netaktiv.com #162] In-Reply-To: <20020429153250.GA27316@staff.netaktiv.com>; from bortzmeyer@netaktiv.com on Mon, Apr 29, 2002 at 05:32:50PM +0200 References: <20020429153250.GA27316@staff.netaktiv.com> Message-ID: <20020429164401.A28512@calculus.wolf.ox.ac.uk> On Mon, Apr 29, 2002 at 05:32:50PM +0200, Stephane Bortzmeyer wrote: > I sometimes use bortzmeyer at staff.netaktiv.com and sometimes > bortzmeyer at netaktiv.com. Since the RT user 'bortzmeyer' is declared > with the latter address, RT rejects me when I send from the first one. > > Is there a way to declare the two addresses as far as authenticating > incoming email is concerned? Reading the database schema, it seems not > but I still hope... You could alter CanonicalizeAddress in config.pm From frederic.gobin at mindmatics.de Mon Apr 29 11:42:05 2002 From: frederic.gobin at mindmatics.de (Frederic Gobin) Date: Mon, 29 Apr 2002 17:42:05 +0200 Subject: [rt-users] Timezone - Problem References: Message-ID: <3CCD69CD.7000405@mindmatics.de> I found an other way : I replaced the "now()"-function in the selectd statement with 'date -u +"%Y-%m-%d %H:%M:%S"' Frederic Gobin Bruce Campbell wrote: > On Mon, 29 Apr 2002, Frederic Gobin wrote: > > >>It seems to me that RT converts date/time information to GMT before >>storing it into the Mysql-database. > > > Yes. This is the intended behaviour; store times without a timezone > offset, so when your local timezone changes (eg, daylight savings time), > the times in the database are still correct. > > >>Is there a way to prevent this ? > > > Not without significant RT-foo. (You don't want to change this) > From darren at boston.com Mon Apr 29 11:57:53 2002 From: darren at boston.com (darren chamberlain) Date: Mon, 29 Apr 2002 11:57:53 -0400 Subject: [rt-users] Two (alternate) email addresses for one user? [netaktiv.com #162] In-Reply-To: <20020429153250.GA27316@staff.netaktiv.com> References: <20020429153250.GA27316@staff.netaktiv.com> Message-ID: <20020429155753.GB8070@boston.com> * Stephane Bortzmeyer [2002-04-29 11:36]: > I sometimes use bortzmeyer at staff.netaktiv.com and sometimes > bortzmeyer at netaktiv.com. Since the RT user 'bortzmeyer' is declared > with the latter address, RT rejects me when I send from the first one. > > Is there a way to declare the two addresses as far as authenticating > incoming email is concerned? Reading the database schema, it seems not > but I still hope... You should have your MUA do it. I see that you are using mutt; you can add a send-hook for the RT address: send-hook my at rt.address 'From: Stephane Bortzmeyer ' (darren) -- It is seldom that liberty of any kind is lost all at once. -- David Hume From darrinw at nixc.net Mon Apr 29 12:17:26 2002 From: darrinw at nixc.net (Darrin Walton) Date: Mon, 29 Apr 2002 12:17:26 -0400 Subject: [rt-users] A MRTG script for Request Tracker In-Reply-To: ; from JSatterfield@ciphergen.com on Mon, Apr 29, 2002 at 08:40:33AM -0700 References: Message-ID: <20020429121726.T77860@nixc.net> |+ Looks spiffy, but I fail to see how this is generating useful reports from |+ rt2. Any chance of seeing a screenshot of the output you guys are getting |+ from what you've written? its basically jsut doing wht MRTG does for bandwidth utilization on router links (such as we use here). It just shows a graph of open tickets, closed tickets, new tickets, etc and takes stats at 5 minutes intervals. From rlpowell at digitalkingdom.org Mon Apr 29 12:46:34 2002 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Mon, 29 Apr 2002 09:46:34 -0700 Subject: [rt-users] Breakage on concurrent access? In-Reply-To: References: <20020427021544.GV28651@digitalkingdom.org> Message-ID: <20020429164634.GI28651@digitalkingdom.org> On Sat, Apr 27, 2002 at 09:12:58AM +0200, Bruce Campbell wrote: > On Fri, 26 Apr 2002, Robin Lee Powell wrote: > > > On Fri, Apr 26, 2002 at 06:44:29PM -0700, Robin Lee Powell wrote: > > > *BUT*, hit 'Open requests', see the one request that was open to 'b' > > ^^^ > > That should say 'a', not 'b'. > > > > > at the time the badness started, which has *since*been*closed*. > > > > And, in this state, the "Logged in as:" lists user 'a' (the one the > > ticket was opened to) rather than 'b', but if I hit the details > > button, I'm back at the main screen as user 'b' again. > > A guest, but you seem to have have something funky going on with the > WebRT/sessiondata directory. Make sure that the user RT runs the > WebUI as has appropriate permissions to this directory as per the > installation docs. It does, and I just blew away this whole directory. Now, none of the buttons do anything at all when I log in. Note that this is true in both IE and Opera. -Robin -- http://www.digitalkingdom.org/~rlpowell/ BTW, I'm male, honest. le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno je xlali -- RLP http://www.lojban.org/ From rlpowell at digitalkingdom.org Mon Apr 29 12:47:04 2002 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Mon, 29 Apr 2002 09:47:04 -0700 Subject: [rt-users] Breakage on concurrent access? In-Reply-To: <20020427084127.GD372@luggage> References: <20020427021544.GV28651@digitalkingdom.org> <20020427084127.GD372@luggage> Message-ID: <20020429164704.GJ28651@digitalkingdom.org> On Sat, Apr 27, 2002 at 06:41:27PM +1000, Phil Homewood wrote: > Bruce Campbell wrote: > > A guest, but you seem to have have something funky going on with the > > WebRT/sessiondata directory. Make sure that the user RT runs the > > WebUI as has appropriate permissions to this directory as per the > > installation docs. > > Plausible, but my guess would be broken caching at the _browser_ end. If so, it's a bug shared by both IE and Opera. -Robin -- http://www.digitalkingdom.org/~rlpowell/ BTW, I'm male, honest. le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno je xlali -- RLP http://www.lojban.org/ From rmitzel at peer1.net Mon Apr 29 13:25:33 2002 From: rmitzel at peer1.net (Rob Mitzel) Date: Mon, 29 Apr 2002 10:25:33 -0700 Subject: [rt-users] Huge Attachments.MYD file Message-ID: Hey everyone, Just curious...my attachements.myd file in my mysql database is getting to be rather huge...any ideas on pruning it to make it smaller? Thanks! -Rob. From Kendric.Beachey at garmin.com Mon Apr 29 13:37:19 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Mon, 29 Apr 2002 12:37:19 -0500 Subject: [rt-users] Breakage on concurrent access? Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA533601@dallas.garmin.com> If I'm understanding you correctly, the trouble you're having is with the SelfService area presenting you with a bunch of pretty links, all of which do nothing but put you back at that very same screen. If so, check the list archives from late February and early March of this year. Several users (including myself) had been hit by this same problem for quite some time, and around that time someone posted a fix that worked for all of us. If that is not the problem you're having, then, well, as you were. :-) -- Kendric Beachey -------------- next part -------------- An HTML attachment was scrubbed... URL: From y.fitterer at ram.ac.uk Mon Apr 29 14:46:42 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Mon, 29 Apr 2002 18:46:42 -0000 Subject: [rt-users] LDAP authentication Message-ID: <3CCD8744.20315.214A5A2@localhost> Hi, I'm trying to get some form of LDAP authentication to work. Looked at the various submitted scripts, etc... I'm still failing to understand (or find any mention of) how true LDAP authentication should work? IE Username / Password pair verification. It's obviously possible, as many Apache modules do it for you. But how is it actually done - and can it be done through a Perl script? Ideas anybody? Thanks Yan -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From rlpowell at digitalkingdom.org Mon Apr 29 13:54:01 2002 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Mon, 29 Apr 2002 10:54:01 -0700 Subject: [rt-users] Breakage on concurrent access? In-Reply-To: <3C167C6F2DAAA54B89DABE60D2461FFA533601@dallas.garmin.com> References: <3C167C6F2DAAA54B89DABE60D2461FFA533601@dallas.garmin.com> Message-ID: <20020429175401.GA20856@digitalkingdom.org> On Mon, Apr 29, 2002 at 12:37:19PM -0500, Beachey, Kendric wrote: > If I'm understanding you correctly, the trouble you're having is with > the SelfService area presenting you with a bunch of pretty links, all > of which do nothing but put you back at that very same screen. > > If so, check the list archives from late February and early March of > this year. Several users (including myself) had been hit by this same > problem for quite some time, and around that time someone posted a fix > that worked for all of us. That is the problem, but apparently that fix was incorporated somewhere around 2.0.11, and I'm using 2.0.13... I'll go check anyways, though. Heh. As an added bonus, if I go to http://server/rt/ by hand, it takes me back to that same screen. That's in IE. Closing IE and re-opening works, and logging in as a privledged user works. Bah. Oh. It would appear to be a trailing slash problem: Alias /rt/ /usr/local/rt/WebRT/html/ was Alias /rt /usr/local/rt/WebRT/html/ a few minutes ago. Changing it back helped. Still can't logout, but only in Opera. Having *both* entries also seems to work, which is cool. Thanks for the help!! -Robin -- http://www.digitalkingdom.org/~rlpowell/ BTW, I'm male, honest. le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno je xlali -- RLP http://www.lojban.org/ From andy at wildbrain.com Mon Apr 29 14:38:38 2002 From: andy at wildbrain.com (Andy Moran) Date: 29 Apr 2002 11:38:38 -0700 Subject: [rt-users] self-spawning tickets Message-ID: <1020105518.17479.28.camel@peregrin> Hello! I've written about this in the past but we still haven't found a solution. I'm writing again in the hopes that new eyes will see it and perhaps know what our problem is. Whenever someone writes into our RT system with an attachment, the system generates a new ticket once every hour. If a person sends in an attachment into an existing ticket, it continues to add the comment/correspondance to that ticket every hour. In neither case does the attachment actually get added to the ticket.. just the comment/correspondance text. Also, according to mail logs, the message goes in only once, and the ticketing system does not send out any mail about the self-spawned tickets like it would normally. When these things happen, the following seems to stop the spawning: service httpd stop; service postgresql stop; find /usr/local/rt2/WebRT/data -type f -print -exec rm -f {} \; > /tmp/masonCleanup.4.log; service postgresql start; service httpd start (note: five commands, all one line, seperated by semicolons) Clearing out the WebRT data directory by iself doesn't seem to work, neither does restarting the web and/or postgres server by itself. Since clearing the WebRT data is part of the workaround, I can only guess that this is a WebRT bug (?). Does anyone have any pointers? If not, thanks for taking the time to read this. --Andy From rlpowell at digitalkingdom.org Mon Apr 29 14:52:24 2002 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Mon, 29 Apr 2002 11:52:24 -0700 Subject: [rt-users] self-spawning tickets In-Reply-To: <1020105518.17479.28.camel@peregrin> References: <1020105518.17479.28.camel@peregrin> Message-ID: <20020429185224.GD20856@digitalkingdom.org> On Mon, Apr 29, 2002 at 11:38:38AM -0700, Andy Moran wrote: > > Hello! > > I've written about this in the past but we still haven't found a > solution. I'm writing again in the hopes that new eyes will see it > and perhaps know what our problem is. > > Whenever someone writes into our RT system with an attachment, the > system generates a new ticket once every hour. This is a *total* guess, but is the mail still in your mailqueue when this is happening? -Robin -- http://www.digitalkingdom.org/~rlpowell/ BTW, I'm male, honest. le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno je xlali -- RLP http://www.lojban.org/ From andy at wildbrain.com Mon Apr 29 15:27:51 2002 From: andy at wildbrain.com (Andy Moran) Date: 29 Apr 2002 12:27:51 -0700 Subject: [rt-users] self-spawning tickets In-Reply-To: <20020429185224.GD20856@digitalkingdom.org> References: <1020105518.17479.28.camel@peregrin> <20020429185224.GD20856@digitalkingdom.org> Message-ID: <1020108471.17544.45.camel@peregrin> Yes! Originally I had thought: no. It was one of the first things I checked. For reach mail alias we have, the message goes into a log as well as into RT: swhelp: "/usr/local/rt2.0.13/logs/software_correspondence.log","|/usr/local/rt2.0.13/bin/rt-mailgate --queue software --action correspond" I figured that if the mailserver were trying to deliver it over and over again, it would show up multiple times in the "software_correspondence.log".. But looking at the actual mailqueue on the local system, there are messages still stuck in there and they look to be related to the spawning tickets. According to the mailq statement: g3RFKOGM016500 147073 Sat Apr 27 08:20 <[clipped]> (mailer prog died with signal 11) "|/usr/local/rt2.0.13/bin/rt-mailgate Total requests: 2 So I guess my next question is : why is the mailgate dying on signal 11 on messages with attachments? --Andy p.s. THanks Robin! I thought I had that covered but apparently not. On Mon, 2002-04-29 at 11:52, Robin Lee Powell wrote: > On Mon, Apr 29, 2002 at 11:38:38AM -0700, Andy Moran wrote: > > > > Hello! > > > > I've written about this in the past but we still haven't found a > > solution. I'm writing again in the hopes that new eyes will see it > > and perhaps know what our problem is. > > > > Whenever someone writes into our RT system with an attachment, the > > system generates a new ticket once every hour. > > This is a *total* guess, but is the mail still in your mailqueue when > this is happening? > > -Robin > > -- > http://www.digitalkingdom.org/~rlpowell/ BTW, I'm male, honest. > le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno > je xlali -- RLP http://www.lojban.org/ > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rlpowell at digitalkingdom.org Mon Apr 29 15:39:43 2002 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Mon, 29 Apr 2002 12:39:43 -0700 Subject: [rt-users] self-spawning tickets In-Reply-To: <1020108471.17544.45.camel@peregrin> References: <1020105518.17479.28.camel@peregrin> <20020429185224.GD20856@digitalkingdom.org> <1020108471.17544.45.camel@peregrin> Message-ID: <20020429193943.GA25980@digitalkingdom.org> On Mon, Apr 29, 2002 at 12:27:51PM -0700, Andy Moran wrote: > > Yes! > > Originally I had thought: no. It was one of the first things I > checked. For reach mail alias we have, the message goes into a log as > well as into RT: [snip] > I figured that if the mailserver were trying to deliver it over and > over again, it would show up multiple times in the > "software_correspondence.log".. Nope, seperate deliveries. Heh. I may not know RT, but mail I know. 8) > But looking at the actual mailqueue on the local system, there are > messages still stuck in there and they look to be related to the > spawning tickets. > > According to the mailq statement: > > g3RFKOGM016500 147073 Sat Apr 27 08:20 <[clipped]> > (mailer prog died with signal 11) > "|/usr/local/rt2.0.13/bin/rt-mailgate > Total requests: 2 > > So I guess my next question is : why is the mailgate dying on signal 11 > on messages with attachments? A possibility is that your attachment size is above your MTA's legal size. You should cheque the queue files and make sure the attachment is still there. If it's an RT problem, can't help you. > p.s. THanks Robin! I thought I had that covered but apparently not. NP. -Robin -- http://www.digitalkingdom.org/~rlpowell/ BTW, I'm male, honest. le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno je xlali -- RLP http://www.lojban.org/ From joe at JoeBaldwin.com Mon Apr 29 15:47:10 2002 From: joe at JoeBaldwin.com (Joe Baldwin) Date: Mon, 29 Apr 2002 14:47:10 -0500 Subject: [rt-users] Newbie trouble: keywords don't work Message-ID: I am trying to make a test rt install for my company's internal helpdesk usage and have one problem left of which I can find no other mention: the keywords feature does not seem to work. I add keywords as I understand how to do them; for example: OS/ OS/Linux OS/Windows OS/Mac OS X Then I attach keyword selections to a queue or globally; for example: Platform - multiple - children of OS/ up to 1 levels deep The result? Empty select boxes on the keywords page. I can get the select boxes to kind of work by changing the children of to "-" after initial creation, but this obviously won't do the job and it breaks as soon as I change it back to the correct parent. I am at a complete loss and any help would be greatly appreciated. The [hopefully] relevant details for my install are: RedHat 7.2 server with 2.4.18 kernel Request Tracker 2.0.13 Perl 5.6.1 built from source PostgreSQL 7.2.1 database installed from official RPMs Joe. From marc at precipice.org Mon Apr 29 15:54:15 2002 From: marc at precipice.org (Marc Hedlund) Date: Mon, 29 Apr 2002 12:54:15 -0700 (PDT) Subject: [rt-users] Newbie trouble: keywords don't work In-Reply-To: Message-ID: Try "up to 0 levels deep" (where 0 means "as many children as possible). Marc Hedlund e: marc at precipice dot org On Mon, 29 Apr 2002, Joe Baldwin wrote: > I am trying to make a test rt install for my company's internal helpdesk > usage and have one problem left of which I can find no other mention: > the keywords feature does not seem to work. > > I add keywords as I understand how to do them; for example: > > OS/ > OS/Linux > OS/Windows > OS/Mac OS X > > Then I attach keyword selections to a queue or globally; for example: > > Platform - multiple - children of OS/ up to 1 levels deep > > The result? Empty select boxes on the keywords page. I can get the > select boxes to kind of work by changing the children of to "-" after > initial creation, but this obviously won't do the job and it breaks as > soon as I change it back to the correct parent. > > I am at a complete loss and any help would be greatly appreciated. The > [hopefully] relevant details for my install are: > > RedHat 7.2 server with 2.4.18 kernel > Request Tracker 2.0.13 > Perl 5.6.1 built from source > PostgreSQL 7.2.1 database installed from official RPMs > > Joe. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From joe at JoeBaldwin.com Mon Apr 29 16:01:30 2002 From: joe at JoeBaldwin.com (Joe Baldwin) Date: Mon, 29 Apr 2002 15:01:30 -0500 Subject: [rt-users] Newbie trouble: keywords don't work In-Reply-To: Message-ID: Just tried setting levels deep to 0; no luck unfortunately. Any other suggestions would be welcome. Joe. On Monday, April 29, 2002, at 02:54 PM, Marc Hedlund wrote: > > Try "up to 0 levels deep" (where 0 means "as many children as possible). > > Marc Hedlund > e: marc at precipice dot org > > On Mon, 29 Apr 2002, Joe Baldwin wrote: > >> I am trying to make a test rt install for my company's internal >> helpdesk >> usage and have one problem left of which I can find no other mention: >> the keywords feature does not seem to work. >> >> I add keywords as I understand how to do them; for example: >> >> OS/ >> OS/Linux >> OS/Windows >> OS/Mac OS X >> >> Then I attach keyword selections to a queue or globally; for example: >> >> Platform - multiple - children of OS/ up to 1 levels deep >> >> The result? Empty select boxes on the keywords page. I can get the >> select boxes to kind of work by changing the children of to "-" after >> initial creation, but this obviously won't do the job and it breaks as >> soon as I change it back to the correct parent. >> >> I am at a complete loss and any help would be greatly appreciated. The >> [hopefully] relevant details for my install are: >> >> RedHat 7.2 server with 2.4.18 kernel >> Request Tracker 2.0.13 >> Perl 5.6.1 built from source >> PostgreSQL 7.2.1 database installed from official RPMs Joe. >> >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.com >> http://lists.fsck.com/mailman/listinfo/rt-users >> >> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm >> > > From marc at precipice.org Mon Apr 29 16:04:20 2002 From: marc at precipice.org (Marc Hedlund) Date: Mon, 29 Apr 2002 13:04:20 -0700 (PDT) Subject: [rt-users] Newbie trouble: keywords don't work In-Reply-To: Message-ID: Are you typing in the '/' after 'OS' manually? If so, instead you should type "OS" as a keyword, hit the "Add" button, then click on the word "OS" (which is a link now), then add "Linux", etc. Marc Hedlund e: marc at precipice dot org On Mon, 29 Apr 2002, Joe Baldwin wrote: > Just tried setting levels deep to 0; no luck unfortunately. > > Any other suggestions would be welcome. > > Joe. > > > On Monday, April 29, 2002, at 02:54 PM, Marc Hedlund wrote: > > > > > Try "up to 0 levels deep" (where 0 means "as many children as possible). > > > > Marc Hedlund > > e: marc at precipice dot org > > > > On Mon, 29 Apr 2002, Joe Baldwin wrote: > > > >> I am trying to make a test rt install for my company's internal > >> helpdesk > >> usage and have one problem left of which I can find no other mention: > >> the keywords feature does not seem to work. > >> > >> I add keywords as I understand how to do them; for example: > >> > >> OS/ > >> OS/Linux > >> OS/Windows > >> OS/Mac OS X > >> > >> Then I attach keyword selections to a queue or globally; for example: > >> > >> Platform - multiple - children of OS/ up to 1 levels deep > >> > >> The result? Empty select boxes on the keywords page. I can get the > >> select boxes to kind of work by changing the children of to "-" after > >> initial creation, but this obviously won't do the job and it breaks as > >> soon as I change it back to the correct parent. > >> > >> I am at a complete loss and any help would be greatly appreciated. The > >> [hopefully] relevant details for my install are: > >> > >> RedHat 7.2 server with 2.4.18 kernel > >> Request Tracker 2.0.13 > >> Perl 5.6.1 built from source > >> PostgreSQL 7.2.1 database installed from official RPMs > > Joe. > >> > >> > >> _______________________________________________ > >> rt-users mailing list > >> rt-users at lists.fsck.com > >> http://lists.fsck.com/mailman/listinfo/rt-users > >> > >> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > >> > > > > > From joe at JoeBaldwin.com Mon Apr 29 16:20:18 2002 From: joe at JoeBaldwin.com (Joe Baldwin) Date: Mon, 29 Apr 2002 15:20:18 -0500 Subject: [rt-users] Newbie trouble: keywords don't work In-Reply-To: Message-ID: <8625AA20-5BAE-11D6-A70D-000393123A42@JoeBaldwin.com> That was the problem -- it works perfectly now. It's amazing how difficult a problem can seem to be, then how obvious it becomes once you learn one simple detail. Thanks a bunch! Joe. On Monday, April 29, 2002, at 03:04 PM, Marc Hedlund wrote: > > Are you typing in the '/' after 'OS' manually? If so, instead you > should > type "OS" as a keyword, hit the "Add" button, then click on the word > "OS" (which is a link now), then add "Linux", etc. > > > Marc Hedlund > e: marc at precipice dot org > > On Mon, 29 Apr 2002, Joe Baldwin wrote: > >> Just tried setting levels deep to 0; no luck unfortunately. >> >> Any other suggestions would be welcome. Joe. >> >> >> On Monday, April 29, 2002, at 02:54 PM, Marc Hedlund wrote: >> >>> >>> Try "up to 0 levels deep" (where 0 means "as many children as >>> possible). >>> >>> Marc Hedlund >>> e: marc at precipice dot org >>> >>> On Mon, 29 Apr 2002, Joe Baldwin wrote: >>> >>>> I am trying to make a test rt install for my company's internal >>>> helpdesk >>>> usage and have one problem left of which I can find no other mention: >>>> the keywords feature does not seem to work. >>>> >>>> I add keywords as I understand how to do them; for example: >>>> >>>> OS/ >>>> OS/Linux >>>> OS/Windows >>>> OS/Mac OS X >>>> >>>> Then I attach keyword selections to a queue or globally; for example: >>>> >>>> Platform - multiple - children of OS/ up to 1 levels deep >>>> >>>> The result? Empty select boxes on the keywords page. I can get the >>>> select boxes to kind of work by changing the children of to "-" after >>>> initial creation, but this obviously won't do the job and it breaks >>>> as >>>> soon as I change it back to the correct parent. >>>> >>>> I am at a complete loss and any help would be greatly appreciated. >>>> The >>>> [hopefully] relevant details for my install are: >>>> >>>> RedHat 7.2 server with 2.4.18 kernel >>>> Request Tracker 2.0.13 >>>> Perl 5.6.1 built from source >>>> PostgreSQL 7.2.1 database installed from official RPMs >> >> Joe. >>>> >>>> >>>> _______________________________________________ >>>> rt-users mailing list >>>> rt-users at lists.fsck.com >>>> http://lists.fsck.com/mailman/listinfo/rt-users >>>> >>>> Have you read the FAQ? The RT FAQ Manager lives at >>>> http://fsck.com/rtfm >>>> >>> >>> >> > > From michael.k.brown at alcatel.com Mon Apr 29 16:49:15 2002 From: michael.k.brown at alcatel.com (Michael K Brown) Date: 29 Apr 2002 16:49:15 -0400 Subject: [rt-users] Anyone modify StockAnswers for use in the SelfService page? Message-ID: <005f01c1efbf$53128840$9d37788a@ca.newbridge.com> Hi All! I'm trying to modify the Stock Answers contrib to make a "Stock Requests"; a way for users creating tickets to enter pre-formatted text. I'm not having much luck so far... I can't seem to get it working. I'm just wondering if anyone else has done this yet? Am I breaking new ground that makes the hairpulling worth while? ;-) Thanks for your time! Mike Michael K. Brown Lab Technician ATM Engineering Services - Lab Services Tel: (613) 784-4354 michael.k.brown at alcatel.com From atporter at primate.net Mon Apr 29 17:04:04 2002 From: atporter at primate.net (Aaron T Porter) Date: Mon, 29 Apr 2002 14:04:04 -0700 Subject: [rt-users] Anyone modify StockAnswers for use in the SelfService page? In-Reply-To: <005f01c1efbf$53128840$9d37788a@ca.newbridge.com> References: <005f01c1efbf$53128840$9d37788a@ca.newbridge.com> Message-ID: <20020429210404.GE1846@primate.net> On Mon, Apr 29, 2002 at 04:49:15PM -0400, Michael K Brown wrote: > I'm trying to modify the Stock Answers contrib to make a "Stock Requests"; a > way for users creating tickets to enter pre-formatted text. I'm not having > much luck so far... I can't seem to get it working. I'm just wondering if > anyone else has done this yet? Am I breaking new ground that makes the > hairpulling worth while? ;-) Michael, could you tell us specifically which URL you're trying to insert the questions into? From there it should be quite simple to insert the text. From kevinw at iserv.net Mon Apr 29 17:15:14 2002 From: kevinw at iserv.net (Kevin Welch) Date: Mon, 29 Apr 2002 17:15:14 -0400 Subject: [rt-users] Anyone modify StockAnswers for use in the SelfServ ice page? Message-ID: <566362456444D849AE48A7496DAF007802E645@hermes.iserv.net> I would also like to see something with stock requests and/or required information fields... I havent been playing with RT long, but this would be handy for me. Is this built in, or has anyone done any work on this? -- Kevin -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Aaron T Porter Sent: Monday, April 29, 2002 5:04 PM To: Michael K Brown Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Anyone modify StockAnswers for use in the SelfService page? On Mon, Apr 29, 2002 at 04:49:15PM -0400, Michael K Brown wrote: > I'm trying to modify the Stock Answers contrib to make a "Stock Requests"; a > way for users creating tickets to enter pre-formatted text. I'm not having > much luck so far... I can't seem to get it working. I'm just wondering if > anyone else has done this yet? Am I breaking new ground that makes the > hairpulling worth while? ;-) Michael, could you tell us specifically which URL you're trying to insert the questions into? From there it should be quite simple to insert the text. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.k.brown at alcatel.com Mon Apr 29 17:17:40 2002 From: michael.k.brown at alcatel.com (Michael K Brown) Date: 29 Apr 2002 17:17:40 -0400 Subject: [rt-users] Anyone modify StockAnswers for use in the SelfService page? In-Reply-To: <20020429210404.GE1846@primate.net> Message-ID: <006001c1efc3$4b7e15a0$9d37788a@ca.newbridge.com> Hi Aaron! I've put <& Elements/ShowStock/Requests &> <& /Elements/MessageBox, Name=> "Content" &> into an otherwise unmodified Create.html copied to /usr/local/rt2/local/WebRT/html/SelfService/ I've modified StockAnswers0.2 to create StockRequests in /usr/local/rt2/local/WebRT/html/SelfService/Elements/ I'll include the modified StockAnswers below. My problem is that I don't get anything into the drop down list. I'm not a programmer, so I'd appreciate any advise you can give me! Thanks! Mike <%doc> $Id: ShowStockRequests,v 1.0 2002/04/29 15:52:33 mkbrown Exp $ <%args> $Queue => "" <%init> my $templateDir="$RT::MasonLocalComponentRoot/../../templates/StockRequests"; my @templates = (); my @data; push (@templates, glob( $templateDir . $Queue . "/*" )) if ($Queue && -d $templateDir . $Queue ); # special case for the global directory push (@templates, glob( $templateDir . "global/*" )) if (-d $templateDir . "global"); @templates = grep { !/(?:\/|,v|~)$/ } @templates; for my $n (@templates) { open(IN,"<$n") or next; local $/ = ""; my $t = join('', ); $t =~ s/\n/\\n/gs; $t =~ s/\'/\\\'/gs; $n =~ m{^.+/(.+?)/(.+?)$}; my ($dir,$name) = ($1,$2); if ($t =~ s/^\$title:\s*(.+?)\\n//) { $name = $1; } $n = "$dir:$name"; push @data, [$n,$t]; } -----Original Message----- From: Aaron T Porter [mailto:atporter at primate.net] Sent: April 29, 2002 17:04 To: Michael K Brown Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Anyone modify StockAnswers for use in the SelfService page? On Mon, Apr 29, 2002 at 04:49:15PM -0400, Michael K Brown wrote: > I'm trying to modify the Stock Answers contrib to make a "Stock Requests"; a > way for users creating tickets to enter pre-formatted text. I'm not having > much luck so far... I can't seem to get it working. I'm just wondering if > anyone else has done this yet? Am I breaking new ground that makes the > hairpulling worth while? ;-) Michael, could you tell us specifically which URL you're trying to insert the questions into? From there it should be quite simple to insert the text. From mgrubb at fifthvision.net Mon Apr 29 17:36:44 2002 From: mgrubb at fifthvision.net (Michael Grubb) Date: Mon, 29 Apr 2002 15:36:44 -0600 Subject: [rt-users] Anyone modify StockAnswers for use in the SelfService page? In-Reply-To: <005f01c1efbf$53128840$9d37788a@ca.newbridge.com> References: <005f01c1efbf$53128840$9d37788a@ca.newbridge.com> Message-ID: <200204291636.44870.mgrubb@fifthvision.net> Well, I'm the new maintainer of the StockAnswers project. I am working on a release of more or less a complete rewrite. I know how StockAnswers works, (and used to work). Basically you need to follow the same basic instructions as for the Stock Answers except using Ticket/Create.html. You'll also need to add a Name="TicketCreate" to the form element of Create.html, And in the javascript code the lines with: "window.opener.document.TicketUpdate you need to change the TicketUpdate to TicketCreate and the UpdateContent to Content. This should get you in the right direction. Also make sure that your responses don't have CR in them. The current code does not handle this well. The new code will handle both CRLF and LF line endings ok. Also the new code supports variable substitution. I will be posting a new release of the code in the next day or so. Let me know if you need further assistance, Michael Grubb System Administrator R & K, Inc. (000domains.com mgrubb at fifthvision.net On Monday 29 April 2002 03:49 pm, Michael K Brown wrote: > Hi All! > > I'm trying to modify the Stock Answers contrib to make a "Stock Requests"; > a way for users creating tickets to enter pre-formatted text. I'm not > having much luck so far... I can't seem to get it working. I'm just > wondering if anyone else has done this yet? Am I breaking new ground that > makes the hairpulling worth while? ;-) > > Thanks for your time! > > Mike > > > Michael K. Brown > Lab Technician > ATM Engineering Services - Lab Services > Tel: (613) 784-4354 > michael.k.brown at alcatel.com > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From mwatson at office.netspace.net.au Mon Apr 29 18:14:07 2002 From: mwatson at office.netspace.net.au (Matthew Watson) Date: Tue, 30 Apr 2002 08:14:07 +1000 Subject: [rt-users] Huge Attachments.MYD file In-Reply-To: Message-ID: delete tickets that contain viruses. > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Rob Mitzel > Sent: Tuesday, 30 April 2002 3:26 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] Huge Attachments.MYD file > > > Hey everyone, > > Just curious...my attachements.myd file in my mysql database is getting to > be rather huge...any ideas on pruning it to make it smaller? > > Thanks! > > -Rob. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pdh at snapgear.com Mon Apr 29 18:35:53 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 30 Apr 2002 08:35:53 +1000 Subject: [rt-users] Modify Ticket In-Reply-To: <1020085213.14014.1374.camel@brockrigg.onyx.net> References: <1020085213.14014.1374.camel@brockrigg.onyx.net> Message-ID: <20020429223553.GE382@luggage> Simon Woodward wrote: > I assume the overall kludge for this is to allow everyone to modify any > ticket ... which I am not overly keen on ... but is there any way to: Nope, grant Everyone the right to ReplyToTicket. From rt2trouble at morben.ca Mon Apr 29 19:29:56 2002 From: rt2trouble at morben.ca (RT2 Troubles) Date: Mon, 29 Apr 2002 16:29:56 -0700 Subject: [rt-users] Trying to fix my problems, anyone can help me Message-ID: <200204292331.g3TNVDm26907@buffy.pacificcoast.net> I will probably end up installing a fresh copy of RT on a spare machine to get this answer, but I felt I'd try the mailing list one more time. I need to know dates/times/sizes (ls -al) of the files in the following RT 2.0.13 directory: /usr/local/rt2/lib/RT I need this from someone who has made no modifications to RT.. (Yes I am still trying to fix my scrips that I have been asking about for the last 2 months without a single reply.) T.I.A... -- RT2 Troubles From mgrubb at fifthvision.net Mon Apr 29 19:40:55 2002 From: mgrubb at fifthvision.net (Michael Grubb) Date: Mon, 29 Apr 2002 17:40:55 -0600 Subject: [rt-users] Trying to fix my problems, anyone can help me In-Reply-To: <200204292331.g3TNVDm26907@buffy.pacificcoast.net> References: <200204292331.g3TNVDm26907@buffy.pacificcoast.net> Message-ID: <200204291840.55243.mgrubb@fifthvision.net> I'm somewhat new to the list, but not to RT, I'm sorry you haven't recieved the response you were looking for. If you would like you may ask your questions of me and I can see what I can do. As far as dates/times/sizes of files in the rt2/lib/RT directory, what makes you ask about this? (Just trying to get some background) Regards, -Michael On Monday 29 April 2002 06:29 pm, RT2 Troubles wrote: > I will probably end up installing a fresh copy of RT on a spare machine to > get this answer, but I felt I'd try the mailing list one more time. > > I need to know dates/times/sizes (ls -al) of the files in the following RT > 2.0.13 directory: > > /usr/local/rt2/lib/RT > > I need this from someone who has made no modifications to RT.. > > (Yes I am still trying to fix my scrips that I have been asking about for > the last 2 months without a single reply.) > > T.I.A... > > -- RT2 Troubles > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From shannon at dashdog.com Mon Apr 29 21:41:24 2002 From: shannon at dashdog.com (shannon pedersen) Date: Mon, 29 Apr 2002 18:41:24 -0700 Subject: [rt-users] Change initial status to "Open" References: <1020085213.14014.1374.camel@brockrigg.onyx.net> <20020429223553.GE382@luggage> Message-ID: <000a01c1efe8$237f4900$3e0a010a@cspeed.com> Is there a way within RT2 to change the default initial status from "New" to "Open"? We only have a few users and it is one more step for us to have to change the ticket to "Open" that we'd rather not have to do. I've looked through several modules but am not sure where I should be looking. Alternatively, if I create a default value in the database itself will this be reflected in RT? Thanks, -shannon pedersen From mgrubb at fifthvision.net Mon Apr 29 21:53:06 2002 From: mgrubb at fifthvision.net (Michael Grubb) Date: Mon, 29 Apr 2002 19:53:06 -0600 Subject: [rt-users] Change initial status to "Open" In-Reply-To: <000a01c1efe8$237f4900$3e0a010a@cspeed.com> References: <1020085213.14014.1374.camel@brockrigg.onyx.net> <20020429223553.GE382@luggage> <000a01c1efe8$237f4900$3e0a010a@cspeed.com> Message-ID: <200204292053.06277.mgrubb@fifthvision.net> Another option is to use the ScripCondition/Action pair that I have written, It will set the Ticket's status to open when it is first taken (or given) such that: Old User == Nobody TransactionType == Take|Give TicketStatus == new Under these conditions the ScripCondition will match, and fire a ScripAction which I set one up to set the status to open. I'll include the code with this message. On Monday 29 April 2002 08:41 pm, shannon pedersen wrote: > Is there a way within RT2 to change the default initial status from "New" > to "Open"? We only have a few users and it is one more step for us to have > to change the ticket to "Open" that we'd rather not have to do. I've > looked through several modules but am not sure where I should be looking. > Alternatively, if I create a default value in the database itself will this > be reflected in RT? > > Thanks, > -shannon pedersen > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- A non-text attachment was scrubbed... Name: SetStatus.tar.gz Type: application/x-tgz Size: 9527 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: TicketPickup.tar.gz Type: application/x-tgz Size: 9211 bytes Desc: not available URL: From pdh at snapgear.com Mon Apr 29 21:58:59 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 30 Apr 2002 11:58:59 +1000 Subject: [rt-users] Change initial status to "Open" In-Reply-To: <000a01c1efe8$237f4900$3e0a010a@cspeed.com> References: <1020085213.14014.1374.camel@brockrigg.onyx.net> <20020429223553.GE382@luggage> <000a01c1efe8$237f4900$3e0a010a@cspeed.com> Message-ID: <20020430015859.GU382@luggage> shannon pedersen wrote: > Is there a way within RT2 to change the default initial status from "New" to > "Open"? We only have a few users and it is one more step for us to have to > change the ticket to "Open" that we'd rather not have to do. I've looked > through several modules but am not sure where I should be looking. > Alternatively, if I create a default value in the database itself will this > be reflected in RT? I posted an "OpenTicket" ScripAction to rt-devel the other day. Search the archives and grab it, or yell and I'll throw you a copy. OnCreate OpenTicket with template Blank has a pretty good chance of doing what you want. :-) From vsra at lucent.com Tue Apr 30 00:10:05 2002 From: vsra at lucent.com (V S R A, Prasad (Prasad)) Date: Tue, 30 Apr 2002 09:40:05 +0530 Subject: [rt-users] LDAP authentication Message-ID: -----Original Message----- From: Yan Fitterer [mailto:y.fitterer at ram.ac.uk] Sent: Tuesday, April 30, 2002 12:17 AM To: rt-users at lists.fsck.com Subject: [rt-users] LDAP authentication Hi, I'm trying to get some form of LDAP authentication to work. Looked at the various submitted scripts, etc... I'm still failing to understand (or find any mention of) how true LDAP authentication should work? IE Username / Password pair verification. It's obviously possible, as many Apache modules do it for you. But how is it actually done - and can it be done through a Perl script? Ideas anybody? I am trying the same my self, for time being..I have decided to use Apache-LDAP or Apache-NIS authentication for the users to get to RT webpage, there they can get into RT without any passwd or their login as the passwd. But this is temporary though, I am trying to see how to use LDAP authentication for RT. regards -Prasad From wash at wananchi.biz Tue Apr 30 01:50:47 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Tue, 30 Apr 2002 08:50:47 +0300 Subject: [rt-users] Trying to fix my problems, anyone can help me In-Reply-To: <200204292331.g3TNVDm26907@buffy.pacificcoast.net> References: <200204292331.g3TNVDm26907@buffy.pacificcoast.net> Message-ID: <20020430055047.GA66193@ns2.wananchi.com> * RT2 Troubles [20020430 02:41]: wrote: > I will probably end up installing a fresh copy of RT on a spare machine to > get this answer, but I felt I'd try the mailing list one more time. > > I need to know dates/times/sizes (ls -al) of the files in the following RT > 2.0.13 directory: > > /usr/local/rt2/lib/RT > > I need this from someone who has made no modifications to RT.. You can grab the tarball, extract it and look at lib/RT - they are the same files, if I am not wrong. cheers - wash ----------------------------------+----------------------------------------- Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI ----------------------------------+----------------------------------------- "Oh My God! They killed init! You Bastards!" --from a /. post From wash at wananchi.biz Tue Apr 30 02:45:50 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Tue, 30 Apr 2002 09:45:50 +0300 Subject: [rt-users] RT-devel years ahead ;-) Message-ID: <20020430064550.GD66193@ns2.wananchi.com> Someone talked about rt-devel list archives so I decided to poke my nose into others' business. Their current archive is dated "2008-January". Is that what it means to be 'years ahead of time, maybe'?? What happened to time on the archive server? cheers - wash ----------------------------------+----------------------------------------- Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI ----------------------------------+----------------------------------------- "Oh My God! They killed init! You Bastards!" --from a /. post From hwagener at hamburg.fcb.com Tue Apr 30 03:55:46 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 30 Apr 2002 09:55:46 +0200 Subject: [rt-users] LDAP authentication References: Message-ID: <3CCE4E02.B5D73E90@hamburg.fcb.com> "V S R A, Prasad (Prasad)" wrote: > > -----Original Message----- > From: Yan Fitterer [mailto:y.fitterer at ram.ac.uk] > Sent: Tuesday, April 30, 2002 12:17 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] LDAP authentication > > Hi, > > I'm trying to get some form of LDAP authentication to work. Looked at the > various > submitted scripts, etc... > > I'm still failing to understand (or find any mention of) how true LDAP > authentication > should work? IE Username / Password pair verification. It's obviously > possible, as > many Apache modules do it for you. But how is it actually done - and can it > be > done through a Perl script? The easiest way is to implement ldap authentication on the web server side and set $WebExternalAuth to a defined value. Since I answered this question a few times the last week, I think I am going to write a FAQ. But, to answer Your question, you could write a perl script using the Perl::LDAP module and try to shove it into RT itself (or run it as an extension of the web server via mod_perl - but then You can use mod_auth_ldap as well), but I think that would be overkill. Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From bortzmeyer at netaktiv.com Tue Apr 30 04:01:10 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Tue, 30 Apr 2002 10:01:10 +0200 Subject: [rt-users] A MRTG script for Request Tracker In-Reply-To: <20020429174143.C163662@sylfeline.sis.pasteur.fr> References: <20020429174143.C163662@sylfeline.sis.pasteur.fr> Message-ID: <20020430080110.GC30395@staff.netaktiv.com> On Mon, Apr 29, 2002 at 05:41:43PM +0200, Marc Baudoin wrote a message of 17 lines which said: > Multi router traffic grapher > , you can't > live without it. Some people rather live with Cricket :-) http://cricket.sourceforge.net/ From dane at al.com.au Tue Apr 30 05:41:40 2002 From: dane at al.com.au (Dane Rapaport) Date: Tue, 30 Apr 2002 19:41:40 +1000 Subject: [rt-users] Change initial status to "Open" References: <1020085213.14014.1374.camel@brockrigg.onyx.net> <20020429223553.GE382@luggage> <000a01c1efe8$237f4900$3e0a010a@cspeed.com> Message-ID: <02Apr30.193333est.115214@gateway.al.com.au> Bah. All this ridiculous beating around the bush with scrips and actions. It's just so silly. Look in /path/to/rt2/WebRT/html/Ticket Theres a Create.html inside. Look for Status: Change the line underneath it to: <& /Elements/SelectStatus, Name => "Status", Default=> 'open' &> That should be all you need to do. If you only have a hammer, every problem looks like a nail. Dane -- Dane Rapaport Systems Administrator and All Round Nice Guy Animal LOGIC, Fox Studios Australia www.animallogic.com p: +61 2 9383 4964 m: 0414 735 922 I see so many examples of human stupidity that I am forced to conclude that I am better than everyone else. It's lonely at the top. From sebastian at flothow.de Tue Apr 30 08:18:22 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Tue, 30 Apr 2002 14:18:22 +0200 Subject: [rt-users] Change initial status to "Open" In-Reply-To: <02Apr30.193333est.115214@gateway.al.com.au> References: <1020085213.14014.1374.camel@brockrigg.onyx.net> <20020429223553.GE382@luggage> <000a01c1efe8$237f4900$3e0a010a@cspeed.com> <02Apr30.193333est.115214@gateway.al.com.au> Message-ID: At 19:41 Uhr +1000 30.4.2002, Dane Rapaport wrote: >Bah. All this ridiculous beating around the bush with scrips and >actions. It's just so silly. Except that it will continue to work after upgrading RT. Besides, it seems what you proposed fixes only WebRT, not the mailgate. -- Sebastian Flothow sebastian at flothow.de #include From kevinw at iserv.net Tue Apr 30 08:32:52 2002 From: kevinw at iserv.net (Kevin Welch) Date: Tue, 30 Apr 2002 08:32:52 -0400 Subject: [rt-users] Children, dependencies, etc. Message-ID: <566362456444D849AE48A7496DAF007802E648@hermes.iserv.net> For some reason this didnt seem to post I may be missing something, but lets say I want to create dependencies, and child tickets under a parent... Fairly simple task to do, but what I am wondering about is that I seem to be able to resolve a parent ticket while children are still open or even a ticket when it has open dependencies. Is there a way (other than user training) to keep master tickets from being closed until all children are either closed or unlinked? Thanks -- Kevin Welch -------------- next part -------------- An HTML attachment was scrubbed... URL: From y.fitterer at ram.ac.uk Tue Apr 30 10:49:26 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Tue, 30 Apr 2002 14:49:26 -0000 Subject: [rt-users] LDAP authentication In-Reply-To: <3CCE4E02.B5D73E90@hamburg.fcb.com> Message-ID: <3CCEA0FB.24934.1186FC9@localhost> Well - thanks, but I think by original question was not quite reflecting what I meant. I understand (hav have read previous posts) the principles about using Net::LDAP, or the various mod_ldap modules for Apache. What I didn't understand was the low-level mechanics about how to authenticate a user against the LDAP server. Basically, do you do a LDAP compare operation against some attributes, or do you just retrieve them, and do the compare yourself? As well, I wasn't clear _which_ attributes to use? Finally, when you get to a password field, how does the encryption works? Does LDAP use the standard unix crypt() function, or does LDAP specify its own algorythm (and how do you invoke that)? I think I've got now partial answers - let me know if this is correct: - The attributes one uses depend on the implementation / setup of each LDAP server. The common attribues are uid or cn for the username, and userPassword for the password. (I'm using Novell's NDS) My problem there was that my version of Novell / LDAP doesn't have any password-type field... :-( - There is no LDAP - defined "authenticate object" type function, you closest to it would be a compare. I'm still not sure about the crypt() issues. I've a funny feeling that's again implementation-specific. I still don't see how you'd do it via Net::LDAP, other than using the standard crypt function. Still searching... Thanks Yan ---- On 30 Apr 2002, at 9:55, Harald Wagener wrote: ---- > "V S R A, Prasad (Prasad)" wrote: > > > > -----Original Message----- > > From: Yan Fitterer [mailto:y.fitterer at ram.ac.uk] > > Sent: Tuesday, April 30, 2002 12:17 AM > > To: rt-users at lists.fsck.com > > Subject: [rt-users] LDAP authentication > > > > Hi, > > > > I'm trying to get some form of LDAP authentication to work. Looked at the > > various > > submitted scripts, etc... > > > > I'm still failing to understand (or find any mention of) how true LDAP > > authentication > > should work? IE Username / Password pair verification. It's obviously > > possible, as > > many Apache modules do it for you. But how is it actually done - and can it > > be > > done through a Perl script? > > The easiest way is to implement ldap authentication on the web server side and > set $WebExternalAuth to a defined value. Since I answered this question a few > times the last week, I think I am going to write a FAQ. > > But, to answer Your question, you could write a perl script using the > Perl::LDAP module and try to shove it into RT itself (or run it as an > extension of the web server via mod_perl - but then You can use mod_auth_ldap > as well), but I think that would be overkill. > > Regards, > Harald > -- > Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From bortzmeyer at netaktiv.com Tue Apr 30 10:03:49 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Tue, 30 Apr 2002 16:03:49 +0200 Subject: [rt-users] Two (alternate) email addresses for one user? [netaktiv.com #162] In-Reply-To: <20020429164401.A28512@calculus.wolf.ox.ac.uk> References: <20020429153250.GA27316@staff.netaktiv.com> <20020429164401.A28512@calculus.wolf.ox.ac.uk> Message-ID: <20020430140349.GA30527@staff.netaktiv.com> On Mon, Apr 29, 2002 at 04:44:02PM +0100, Stephen Gower wrote a message of 19 lines which said: > You could alter CanonicalizeAddress in config.pm Yes, it is the simplest solution (configuring mutt is not, mail can be sent by cron, or by various robots): sub CanonicalizeAddress { my $email = shift; # The following rule would treat all email # coming from a subdomain as coming from second level domain # netaktiv.com $email =~ s/\@(.*).netaktiv.com/\@netaktiv.com/; return ($email) } Thanks. From hwagener at hamburg.fcb.com Tue Apr 30 10:41:04 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 30 Apr 2002 16:41:04 +0200 Subject: [rt-users] LDAP authentication References: <3CCEA0FB.24934.1186FC9@localhost> Message-ID: <3CCEAD00.9F60D014@hamburg.fcb.com> Yan Fitterer wrote: > > Well - thanks, but I think by original question was not quite reflecting what I > meant. I understand (hav have read previous posts) the principles about using > Net::LDAP, or the various mod_ldap modules for Apache. What I didn't > understand was the low-level mechanics about how to authenticate a user against > the LDAP server. [snip] > I think I've got now partial answers - let me know if this is correct: > - The attributes one uses depend on the implementation / setup of each LDAP > server. The common attribues are uid or cn for the username, and userPassword > for the password. (I'm using Novell's NDS) My problem there was that my version > of Novell / LDAP doesn't have any password-type field... :-( The important one is the uid, which has to exist for each entry and has to be unique ove the set of all entries in a container hierarchy (hence it is the *u*nique *id*entifier). We have the same setup (nds below ldap)here in our company. the easiest way is trying to bind against the ldap directory using a username/password combination. If that works, the password has to be correct. If not, the password was incorrect. So You don't need to show the password via the ldap directory - it's automatically tested against the password hidden in the nds layer. > - There is no LDAP - defined "authenticate object" type function, you closest to it > would be a compare. The closest is the bind. Please regard that this data is sent in cleartext, so unless You setup an SSL encrypted stream, be sure to only do this in an isolated network. Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From gwarnagiris at babcockbrown.com Tue Apr 30 11:12:44 2002 From: gwarnagiris at babcockbrown.com (George Warnagiris) Date: Tue, 30 Apr 2002 11:12:44 -0400 Subject: [rt-users] LDAP authentication Message-ID: I think this is starting to drift outside the scope of rt-users. Being that each implementation of LDAP is vendor specific, a discussion about Novell's implementation choices only applies to a small percentage of RT sites. I see Novel maintains a lot of doco: http://www.novell.com/documentation/lg/authserv/index.html . Besides, isn't the advantage of paying for a product such as NDS-AS that you get professional support? Just my opinion... George -----Original Message----- From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] Sent: Tuesday, April 30, 2002 10:41 AM To: rt-users at lists.fsck.com Subject: Re: [rt-users] LDAP authentication Yan Fitterer wrote: > > Well - thanks, but I think by original question was not quite reflecting what I > meant. I understand (hav have read previous posts) the principles about using > Net::LDAP, or the various mod_ldap modules for Apache. What I didn't > understand was the low-level mechanics about how to authenticate a user against > the LDAP server. [snip] > I think I've got now partial answers - let me know if this is correct: > - The attributes one uses depend on the implementation / setup of each LDAP > server. The common attribues are uid or cn for the username, and userPassword > for the password. (I'm using Novell's NDS) My problem there was that my version > of Novell / LDAP doesn't have any password-type field... :-( The important one is the uid, which has to exist for each entry and has to be unique ove the set of all entries in a container hierarchy (hence it is the *u*nique *id*entifier). We have the same setup (nds below ldap)here in our company. the easiest way is trying to bind against the ldap directory using a username/password combination. If that works, the password has to be correct. If not, the password was incorrect. So You don't need to show the password via the ldap directory - it's automatically tested against the password hidden in the nds layer. > - There is no LDAP - defined "authenticate object" type function, you closest to it > would be a compare. The closest is the bind. Please regard that this data is sent in cleartext, so unless You setup an SSL encrypted stream, be sure to only do this in an isolated network. Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm This email message may contain information that is confidential and proprietary to Babcock & Brown or a third party. If you are not the intended recipient, please contact the sender and destroy the original and any copies of the original message. Babcock & Brown takes measures to protect the content of its communications. However, Babcock & Brown cannot guarantee that email messages will not be intercepted by third parties or that email messages will be free of errors or viruses. From mgrubb at fifthvision.net Tue Apr 30 11:35:09 2002 From: mgrubb at fifthvision.net (Michael Grubb) Date: Tue, 30 Apr 2002 10:35:09 -0500 Subject: [rt-users] Change initial status to "Open" In-Reply-To: <02Apr30.193333est.115214@gateway.al.com.au> References: <1020085213.14014.1374.camel@brockrigg.onyx.net> <000a01c1efe8$237f4900$3e0a010a@cspeed.com> <02Apr30.193333est.115214@gateway.al.com.au> Message-ID: <200204301035.09586.mgrubb@fifthvision.net> On Tuesday 30 April 2002 04:41 am, Dane Rapaport wrote: > Bah. All this ridiculous beating around the bush with scrips and > actions. It's just so silly. That works just fine if you want that behaviour for ALL queues, but ScripConditions and Actions are the preferred solution when a behaviour may not need to be site wide. And as Mr. Flothow pointed out, your method won't stick around after an upgrade. Besides what's wrong with Scrips ??? > > Look in /path/to/rt2/WebRT/html/Ticket > Theres a Create.html inside. > > Look for Status: > Change the line underneath it to: > <& /Elements/SelectStatus, Name => "Status", Default=> 'open' &> > > That should be all you need to do. > > If you only have a hammer, every problem looks like a nail. > > Dane From rt2trouble at morben.ca Tue Apr 30 11:52:03 2002 From: rt2trouble at morben.ca (RT2 Troubles) Date: Tue, 30 Apr 2002 08:52:03 -0700 Subject: [rt-users] Trying to fix my problems, anyone can help me In-Reply-To: <20020430055047.GA66193@ns2.wananchi.com> References: <200204292331.g3TNVDm26907@buffy.pacificcoast.net> <20020430055047.GA66193@ns2.wananchi.com> Message-ID: <200204301553.g3UFrLm18899@buffy.pacificcoast.net> > You can grab the tarball, extract it and look at lib/RT - they are the same > files, if I am not wrong. Ahhh so simple yet so obvious.. I think I will shoot myself with a dummy gun and commit stupidocide. Thanks to you sir and thanks to all who replied, even that one person who didn't want to help. :) -- RT2 Troubles From frederic.gobin at mindmatics.de Tue Apr 30 12:01:11 2002 From: frederic.gobin at mindmatics.de (Frederic Gobin) Date: Tue, 30 Apr 2002 18:01:11 +0200 Subject: [rt-users] eMail-Problems Message-ID: <3CCEBFC7.9010408@mindmatics.de> I Have successfully installed RT on a SuSE 7.0 system and have problems with the eMail-gateway. It seems that each eMail has daemon at localhost as sender. How can I change that. (If it helps, SuSE uses sendmail ...) From rmitzel at peer1.net Tue Apr 30 12:07:31 2002 From: rmitzel at peer1.net (Rob Mitzel) Date: Tue, 30 Apr 2002 09:07:31 -0700 Subject: [rt-users] Huge Attachments.MYD file In-Reply-To: Message-ID: Thanks, tips. We don't have any of those. Next idea? > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson > Sent: April 29, 2002 3:14 PM > To: Rob Mitzel; rt-users at lists.fsck.com > Subject: RE: [rt-users] Huge Attachments.MYD file > > > delete tickets that contain viruses. > > > -----Original Message----- > > From: rt-users-admin at lists.fsck.com > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Rob Mitzel > > Sent: Tuesday, 30 April 2002 3:26 AM > > To: rt-users at lists.fsck.com > > Subject: [rt-users] Huge Attachments.MYD file > > > > > > Hey everyone, > > > > Just curious...my attachements.myd file in my mysql database is > getting to > > be rather huge...any ideas on pruning it to make it smaller? > > > > Thanks! > > > > -Rob. > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From kevinw at iserv.net Tue Apr 30 12:12:29 2002 From: kevinw at iserv.net (Kevin Welch) Date: Tue, 30 Apr 2002 12:12:29 -0400 Subject: [rt-users] Children, dependencies, etc. Message-ID: <566362456444D849AE48A7496DAF007802E653@hermes.iserv.net> My apologies for outlook and its annoying way of all replys being RTF or HTML. -- Kevin -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Kevin Welch Sent: Tuesday, April 30, 2002 8:33 AM To: 'rt-users at lists.fsck.com' Subject: [rt-users] Children, dependencies, etc. For some reason this didnt seem to post I may be missing something, but lets say I want to create dependencies, and child tickets under a parent... Fairly simple task to do, but what I am wondering about is that I seem to be able to resolve a parent ticket while children are still open or even a ticket when it has open dependencies. Is there a way (other than user training) to keep master tickets from being closed until all children are either closed or unlinked? Thanks -- Kevin Welch -------------- next part -------------- An HTML attachment was scrubbed... URL: From shannon at dashdog.com Tue Apr 30 13:06:05 2002 From: shannon at dashdog.com (shannon pedersen) Date: Tue, 30 Apr 2002 10:06:05 -0700 Subject: [rt-users] Change initial status to "Open" References: <1020085213.14014.1374.camel@brockrigg.onyx.net> <20020429223553.GE382@luggage> <000a01c1efe8$237f4900$3e0a010a@cspeed.com> <02Apr30.193333est.115214@gateway.al.com.au> Message-ID: <005101c1f069$50b55d20$3e0a010a@cspeed.com> > Look in /path/to/rt2/WebRT/html/Ticket > Theres a Create.html inside. > > Look for Status: > Change the line underneath it to: > <& /Elements/SelectStatus, Name => "Status", Default=> 'open' &> I tried this before posting to the list, but it didn't seem to solve the problem. -shannon From rich+rt at lafferty.ca Tue Apr 30 13:40:10 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Tue, 30 Apr 2002 13:40:10 -0400 Subject: [rt-users] RT-devel years ahead ;-) In-Reply-To: <20020430064550.GD66193@ns2.wananchi.com>; from wash@wananchi.biz on Tue, Apr 30, 2002 at 09:45:50AM +0300 References: <20020430064550.GD66193@ns2.wananchi.com> Message-ID: <20020430134010.N16927@lafferty.ca> On Tue, Apr 30, 2002 at 09:45:50AM +0300, Odhiambo Washington (wash at wananchi.biz) wrote: > Someone talked about rt-devel list archives so I decided to poke my nose > into others' business. > > Their current archive is dated "2008-January". Is that what it means to > be 'years ahead of time, maybe'?? > > What happened to time on the archive server? I assume it's correct. In the "2008-January" archive is a mail message with a Date: header that reads January 2008, and the archiver archived it as instructed. It's currently April 2002, though, so the *current* archive is 2002-April. -Rich -- Rich Lafferty --------------+----------------------------------------------- Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus! http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html rich at lafferty.ca -----------+----------------------------------------------- From alesh at opensource-technologies.com Tue Apr 30 15:25:04 2002 From: alesh at opensource-technologies.com (alesh at opensource-technologies.com) Date: Tue, 30 Apr 2002 21:25:04 +0200 (CEST) Subject: [rt-users] eMail-Problems In-Reply-To: <3CCEBFC7.9010408@mindmatics.de> Message-ID: Run yast and configure your network settings, such as host name and also sendmail. A. On Tue, 30 Apr 2002, Frederic Gobin wrote: > Date: Tue, 30 Apr 2002 18:01:11 +0200 > From: Frederic Gobin > To: rt-users > Subject: [rt-users] eMail-Problems > > I Have successfully installed RT on a SuSE 7.0 system and have problems > with the eMail-gateway. > It seems that each eMail has daemon at localhost as sender. > How can I change that. > > (If it helps, SuSE uses sendmail ...) > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From Manfred.Bathelt at epost.de Tue Apr 30 19:31:39 2002 From: Manfred.Bathelt at epost.de (Manfred Bathelt) Date: Wed, 01 May 2002 01:31:39 +0200 Subject: [rt-users] separating users from different queues Message-ID: <3CCF295B.8080005@epost.de> Hi, I recently installed rt 2.0.12 on a box to handle tickets for different products/tasks of my employer with external users of other companies. Well, after some installation it worked pretty well - congratulations to the developers for the effort since 1.x versions of rt! After some in-depth usage, I have some unsolved issues left: 1. I want to keep one single instance of rt for several different queues - that works well so far. But I need to keep users from one queue away from reading tickets in other queues, while I do not want to keep them from tickets in their own queue. I did not get this with playing around with rights at the pseudo-groups level. Then I created a "member"-group for each queue and gave "SeeQueue" and "Showticket" for the specific group and cleared all rights for pseudo-groups - but the ticket seach pages/home of priviledged users obviously does not care about these rights and always shows all queues and allows direct jump to tickets by entering ticket numbers. So I can not keep tickets related to one queue secret to users of another queue, which is a major problem to me in some cases. I'm not quite sure whether this is this a bug in the find/browse WebUI-Module or a feature to open rt contents to the world, but I would be really glad, if someone could give me a hint here how to fix this easily! 2. Privileged users with not much privileges (see 1.) get the full complexity of the administrators Web-UI - which is not neccessary. Isn't there a simple way to give my usergroup members an easier view to let them search, browse and enter tickets as unprivileged users? 3. Administering several queues on a single instance of rt is not possible as far as I can see. If I had access to the wishlist I would enter: :-D "make all WebUI-Templates specific to the (virtual) host name of the web server and place the host name within the data base, too. This way one could have several queues with same Web-UI within a single vhost, and create several vhosts to handle different WebUIs. This should not be difficult if a copy of each of the WebUIs is just placed in a subdirectory with the vhosts name." Thank you in advance for any help! Manfred -- =============================================================================== EMail: Manfred.Bathelt at epost.de From rmitzel at peer1.net Tue Apr 30 17:59:15 2002 From: rmitzel at peer1.net (Rob Mitzel) Date: Tue, 30 Apr 2002 14:59:15 -0700 Subject: [rt-users] Problem re-installing RT Message-ID: Hi gang, Okay, here's something that I'm sure is simple, but...basically, I'm setting up RT on a new machine, and I'll port the old database over afterwards. Everything's going fine (dependencies and all), except when I add the configuration to httpd.conf, and I even do a configtest, it coredumps. Same with if I try and run it. I comment out the line "PerlRequire /usr/local/rt2/bin/webmux.pl" (the file has the right permissions and everything), and apache is fine, except RT won't run, of course. I've tried just about everything. I can't really compile apache statically because I need to use PHP support. Any ideas? It's FreeBSD 4.5, with Apache 1.3.something. :) Thanks! -Rob. From colleen at darksideproductions.net Tue Apr 30 18:23:52 2002 From: colleen at darksideproductions.net (Colleen) Date: Tue, 30 Apr 2002 15:23:52 -0700 Subject: [rt-users] FW: [rt-devel] ShowRequestor Message-ID: <12F63B1280D5E444930A872E98BF552D6E9C4D@darkside1.darksideproductions.net> For some reason, my ShowRequestor Element isn't working. Are there certain rights I need to see this? I reference ShowRequestor in ShowSummary. I have not modified ShowRequestor, but I have modified ShowSummary by simply adding another element, ShowDataNotes. This is a snippet from ShowSummary: *beginning of ShowSummary element* .... <& /Elements/TitleBoxStart, title => 'People', title_href =>"$RT::WebPath/Ticket/ModifyPeople.html?id=".$Ticket->Id, title_class=> 'inverse', color => "#333399" &> <& /Ticket/Elements/ShowPeople, Ticket => $Ticket &> <& /Elements/TitleBoxEnd &>
<& /Elements/TitleBoxStart, title => 'Notes to Data', title_class=> 'inverse', color => "brown" &> <& /Ticket/Elements/ShowDataNotes, Ticket => $Ticket &> <& /Elements/TitleBoxEnd &>
<& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &> <%ARGS> $Ticket => undef Any help with this would be greatly appreciated. Thanks as always, Colleen Noonan From mwatson at netspace.net.au Tue Apr 30 18:34:49 2002 From: mwatson at netspace.net.au (Mat) Date: Wed, 1 May 2002 08:34:49 +1000 Subject: [rt-users] Huge Attachments.MYD file In-Reply-To: Message-ID: ummmmm... you sure? tip 1 ) live with it. tip 2 ) you sure you don't have any viruses? Mat > -----Original Message----- > From: Rob Mitzel [mailto:rmitzel at peer1.net] > Sent: Wednesday, 1 May 2002 2:08 AM > To: Matthew Watson; rt-users at lists.fsck.com > Subject: RE: [rt-users] Huge Attachments.MYD file > > > Thanks, tips. > > > > We don't have any of those. Next idea? > > > > -----Original Message----- > > From: rt-users-admin at lists.fsck.com > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson > > Sent: April 29, 2002 3:14 PM > > To: Rob Mitzel; rt-users at lists.fsck.com > > Subject: RE: [rt-users] Huge Attachments.MYD file > > > > > > delete tickets that contain viruses. > > > > > -----Original Message----- > > > From: rt-users-admin at lists.fsck.com > > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Rob Mitzel > > > Sent: Tuesday, 30 April 2002 3:26 AM > > > To: rt-users at lists.fsck.com > > > Subject: [rt-users] Huge Attachments.MYD file > > > > > > > > > Hey everyone, > > > > > > Just curious...my attachements.myd file in my mysql database is > > getting to > > > be rather huge...any ideas on pruning it to make it smaller? > > > > > > Thanks! > > > > > > -Rob. > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.fsck.com > > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From wash at wananchi.com Mon Apr 29 05:44:58 2002 From: wash at wananchi.com (Odhiambo Washington) Date: Mon, 29 Apr 2002 12:44:58 +0300 Subject: [rt-users] RT fails when I send mail to -comment address. Message-ID: <20020429094458.GS72838@ns2.wananchi.com> Hiya, Does anyone have a clue why this happens? I thought it shouldn't ;-) My rt addresses are setup correctly. However I see the error but I just can't figure out what I missed while installing the OwnerChange scrip. How did I install it? Well, I just doenloaded the stuff into a directory then ran the perl script, and it completed without an error. I have also manually copied OwnerChange.pm /opt/rt2/lib/RT/ - What is it that I missed? A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: pipe to |/opt/rt2/bin/rt-mailgate --queue cs --action comment generated by cs-comment at wananchi.com The following text was generated during the delivery attempt: ------ pipe to |/opt/rt2/bin/rt-mailgate --queue cs --action comment generated by cs-comment at wananchi.com ------ Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib /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) at (eval 40) line 3, chunk 24. Require of RT::Condition::OwnerChange failed. Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib /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) at (eval 40) line 3, chunk 24. -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) Artistic ventures highlighted. Rob a museum. From bthauvin at clearchannel.fr Mon Apr 29 16:25:49 2002 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique FRP)) Date: Mon, 29 Apr 2002 22:25:49 +0200 Subject: [rt-users] A MRTG script for Request Tracker : MySQL Message-ID: <870E25EC362DD6118A7400306E1260E2565B55@33par_exchange.dauphin-affichage.com> Thanks Stephane for your MRTG script. I have ported it to MySQL quite easily. The steps are : Install MySQL-python.0.9.1 (can be found at www.mysql.com) Install Distutils.1.0.2 if your Python version is too old (can be found any Python archive) Use the modified script below. Note that SQL statements are case sensitive. #!/usr/bin/python # $Id: rt2mrtg.py,v 1.1 2002/04/29 10:59:46 bortzmeyer Exp $ import string import MySQLdb dsn = "rt2" db = MySQLdb.connect(user="rt_user", passwd="xxxx", db=dsn) st = db.cursor() st.execute("SELECT count(id) FROM Tickets WHERE status = 'open' OR status = 'new'") res = st.fetchone() all_tickets = res[0] # If you are not using priorities, display something else, such as # tickets older than a month. st.execute("SELECT count(id) FROM Tickets WHERE (status = 'open' OR status = 'new') AND priority > 0") res = st.fetchone() high_pri_tickets = res[0] print high_pri_tickets print all_tickets print "uptime is not meaningful for Request Tracker" print "database " + dsn ----------------------------------------------- The MRTG script provided with the Postgres version does not need any change. Blaise Thauvin Blaise at fdn.Fr -------------- next part -------------- An HTML attachment was scrubbed... URL: