From wash at wananchi.biz  Thu Aug  1 02:48:28 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Thu, 1 Aug 2002 09:48:28 +0300
Subject: [rt-users] EffectiveId
In-Reply-To: <Pine.LNX.4.33.0207311713000.16009-100000@nova.ee.washington.edu>
References: <Pine.LNX.4.33.0207311713000.16009-100000@nova.ee.washington.edu>
Message-ID: <20020801064828.GC94834@ns2.wananchi.com>

* Walter Marchuk <marchuk at ee.washington.edu> [20020801 03:15]: wrote:
> I keep getting the following error, would someone please tell me what it 
> means.
> 
> Thanks,
> Walter.
> 
>    ----- The following addresses had permanent fatal errors -----
> |"/home/rt2/bin/rt-mailgate --queue helpdesk --action correspond"
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^


I would expect the pipe (|) to be inside the quotes. On Exim I can do without the
quotes. So what does

"|/home/rt2/bin/rt-mailgate --queue helpdesk --action correspond"

give you??


That's my 1st suspicion. There could be more problems


        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

++
``That Ariel Sharon. Boy, he sure is controversial.
  Most Western countries would have to have a military coup
  before they enjoyed a leader of that caliber.'' (Sydney Webb)



From hwagener at hamburg.fcb.com  Thu Aug  1 10:51:19 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 01 Aug 2002 10:51:19 -0400
Subject: [rt-users] Allowing requestor login to RT
References: <20020731173606.GB9365@ns2.wananchi.com>
Message-ID: <3D494AE7.7080405@hamburg.fcb.com>

Odhiambo Washington wrote:
> Hi,
> 
> This may have been discussed before. I guess I have seen some posts almost
> touching on it, but I'd appreciate more advise on this issue.
> 
> We run rt-2.0.14 (just upgraded). We have our staff members interacting
> directly with rt because they have accounts and I have given them the access.
> 
> We are planning on letting non-staff members (say our clients) access RT for
> the purpose of following up on their requests, just in case there is a delay.
> 
> Is there anyone doing something like this?
> 
> If so,
> 
> 1. How did you implement it, given there are so many different requestors?

There is the SelfService part of WebRT. It allows users to view their active 
and resolved tickets and create tickets. There is no way for them to change 
other parts of the tickekts IIRC.

RT accounts created on email submission have no password set by default - 
either hack that Yourself or switch to external authentication (LDAP works 
like a charm for us).


> 2. What level of access did you give them?

The pseudogroup 'everyone' has the rights 'CreateTicket' and 'SeeQueue'.
The pseudogroup 'requestor' has the rights 'ReplyToTicket', 'ShowTicket', 
and 'SeeQueue' (the last one is possibly redundant).

Regards,
     Harald

> Thanking you in advance.
> 
> 
>         cheers
>        - wash 


-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com




From marchuk at ee.washington.edu  Thu Aug  1 11:34:53 2002
From: marchuk at ee.washington.edu (Walter Marchuk)
Date: Thu, 1 Aug 2002 08:34:53 -0700 (PDT)
Subject: [rt-users] EffectiveId
In-Reply-To: <20020801064828.GC94834@ns2.wananchi.com>
Message-ID: <Pine.LNX.4.33.0208010833190.16009-100000@nova.ee.washington.edu>

I dont think it was the pipe(using sendmail) because that 
setup worked with RT 2.0.2.

Walter.

On Thu, 1 Aug 2002, Odhiambo Washington wrote:

> * Walter Marchuk <marchuk at ee.washington.edu> [20020801 03:15]: wrote:
> > I keep getting the following error, would someone please tell me what it 
> > means.
> > 
> > Thanks,
> > Walter.
> > 
> >    ----- The following addresses had permanent fatal errors -----
> > |"/home/rt2/bin/rt-mailgate --queue helpdesk --action correspond"
> ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
> 
> 
> I would expect the pipe (|) to be inside the quotes. On Exim I can do without the
> quotes. So what does
> 
> "|/home/rt2/bin/rt-mailgate --queue helpdesk --action correspond"
> 
> give you??
> 
> 
> That's my 1st suspicion. There could be more problems
> 
> 
>         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
> 
> ++
> ``That Ariel Sharon. Boy, he sure is controversial.
>   Most Western countries would have to have a military coup
>   before they enjoyed a leader of that caliber.'' (Sydney Webb)
> 

*******************************************************************************
Walter Marchuk				             Senior Computer Specialist
marchuk at ee.washington.edu			       University of Washington
http://darkstar.ee.washington.edu                        Electrical Engineering
PGP Key: http://darkstar.ee.washington.edu/pgp.txt
5DC5 2DF3 DC38 6DBD FCD2  4CFF 2A28 0679 5980 FB31               ICQ: 125310148
*******************************************************************************




From marchuk at ee.washington.edu  Thu Aug  1 13:10:36 2002
From: marchuk at ee.washington.edu (Walter Marchuk)
Date: Thu, 1 Aug 2002 10:10:36 -0700 (PDT)
Subject: [rt-users] EffectiveId
Message-ID: <Pine.LNX.4.33.0208011009580.16009-100000@nova.ee.washington.edu>

What does this mean?
Create couldn't set EffectiveId: No value sent to _Set!



*******************************************************************************
Walter Marchuk				             Senior Computer Specialist
marchuk at ee.washington.edu			       University of Washington
http://darkstar.ee.washington.edu                        Electrical Engineering
PGP Key: http://darkstar.ee.washington.edu/pgp.txt
5DC5 2DF3 DC38 6DBD FCD2  4CFF 2A28 0679 5980 FB31               ICQ: 125310148
*******************************************************************************




From Taylor.Fenton at auroraelec.com  Thu Aug  1 14:00:20 2002
From: Taylor.Fenton at auroraelec.com (Taylor Fenton)
Date: Thu, 1 Aug 2002 10:00:20 -0800
Subject: [rt-users] Error trying to start up Apache
Message-ID: <C9F8DECED0552E4B907851F21A2B821804A879@ancex01.auroraelec.com>

I have finally got RT installed (fresh install) but when I try to start
Apache I get an  error message.  I am a new linux user, so this is all
still new to me.  If someone has a suggestion on how to correct this
problem please pass it this direction.
 
Thanks in advance,
Taylor
 
[root at localhost init.d]# ./httpd start
Starting httpd: [Thu Aug  1 17:22:22 2002] [error] Can't locate MD5.pm
in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
/usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1
/usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.6.1/i386-linux
/usr/lib/perl5/vendor_perl/5.6.1 /usr/lib/perl5/vendor_perl .
/etc/httpd/ /etc/httpd/lib/perl) at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Generate/MD5.pm line 14.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Generate/MD5.pm line 14.
Compilation failed in require at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 21.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 21.
Compilation failed in require at /opt/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 85.
Compilation failed in require at (eval 5) line 1.
 
Syntax error on line 1460 of /etc/httpd/conf/httpd.conf:
Can't locate MD5.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
/usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1
/usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.6.1/i386-linux
/usr/lib/perl5/vendor_perl/5.6.1 /usr/lib/perl5/vendor_perl .
/etc/httpd/ /etc/httpd/lib/perl) at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Generate/MD5.pm line 14.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Generate/MD5.pm line 14.
Compilation failed in require at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 21.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 21.
Compilation failed in require at /opt/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 85.
Compilation failed in require at (eval 5) line 1.
 
                                                           [FAILED]
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From bruce_campbell at ripe.net  Thu Aug  1 14:28:44 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 1 Aug 2002 20:28:44 +0200 (CEST)
Subject: [rt-users] EffectiveId
In-Reply-To: <Pine.LNX.4.33.0208011009580.16009-100000@nova.ee.washington.edu>
Message-ID: <Pine.LNX.4.44.0208012024130.6885-100000@x22.ripe.net>

On Thu, 1 Aug 2002, Walter Marchuk wrote:

> What does this mean?
> Create couldn't set EffectiveId: No value sent to _Set!

Firstly, I don't believe that you have stated which version of RT you are
using, nor which version of (presumably) MySQL.

Secondly, the error text comes from RT::Ticket->Create(), which seems to
indicate that RT didn't get an id value back from SQL (ie, its a SQL
problem, not immediately RT).

I'd look through the query log on your SQL server to see what the insert
command supplied was, and any other debug information supplied by your SQL
server concerning this.

> *******************************************************************************
> Walter Marchuk				             Senior Computer Specialist

Might want to fix that line wrapping there.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From marchuk at ee.washington.edu  Thu Aug  1 14:35:36 2002
From: marchuk at ee.washington.edu (Walter Marchuk)
Date: Thu, 1 Aug 2002 11:35:36 -0700 (PDT)
Subject: [rt-users] EffectiveId
In-Reply-To: <Pine.LNX.4.44.0208012024130.6885-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.33.0208011130490.16009-100000@nova.ee.washington.edu>

I am upgrading from RT 2.0.4 to RT 2.0.14.  I too believe it is an SQL 
issue, because if I install from scratch everything then works.  
The problem is that I need to retain the old data otherwise there is 
no upgrade.  

RT works except for new ticket creation.  Looking through mysql logs
here is what I see:
mysql> INSERT INTO Tickets (Creator, Due, Status, LastUpdatedBy, Resolved, 
Type, TimeWorked, LastUpdated, Subject, FinalPriority, Queue, Created, 
TimeLeft, InitialPriority, Owner, Priority, Starts) VALUES ('5', 
'1970-01-01 00:00:00', 'new', '5', NULL, 'ticket', '', '2002-08-01 
18:10:56', 'test', '0', '8', '2002-08-01 18:10:56', '', '0', '5', '0', 
'1970-01-01 00:00:00');
ERROR 1062: Duplicate entry '4485' for key 1


I only see one insert in the logs and then it quits..probably because of 
the error?
I've ran insertdata 2.0.4 and it doesnt seem to do much.

Thank You,
Walter. 

On Thu, 1 Aug 2002, Bruce Campbell wrote:

> On Thu, 1 Aug 2002, Walter Marchuk wrote:
> 
> > What does this mean?
> > Create couldn't set EffectiveId: No value sent to _Set!
> 
> Firstly, I don't believe that you have stated which version of RT you are
> using, nor which version of (presumably) MySQL.
> 
> Secondly, the error text comes from RT::Ticket->Create(), which seems to
> indicate that RT didn't get an id value back from SQL (ie, its a SQL
> problem, not immediately RT).
> 
> I'd look through the query log on your SQL server to see what the insert
> command supplied was, and any other debug information supplied by your SQL
> server concerning this.
> 
> > *******************************************************************************
> > Walter Marchuk				             Senior Computer Specialist
> 
> Might want to fix that line wrapping there.
> 
> Regards,
> 
> -- 
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B             Operations/Security
> 
> 
> _______________________________________________
> 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 iypoon at mail.com  Thu Aug  1 14:52:13 2002
From: iypoon at mail.com (Crazy Diamond)
Date: Thu, 01 Aug 2002 13:52:13 -0500
Subject: [rt-users] Problems installing rt-tracker dependancies (and thanks Phil)
Message-ID: <20020801185213.19228.qmail@mail.com>

First,

  Thanks to Phil for the response.  Yeah i did have a typo.  Unfortunately, it looks like i was installing it on the wrong debian system (an older one), and now i'm installing it on the new stable version of debian (woody).

  Anyway, i have to go back one step now and i can't seem to get two perl modules installed properly: DBD::Pg and Apache::Cookie

  I tried installing them using the perl CPAN tool and it didn't work.  I also tried downloading them and i get the following errors:

For Apache::Cookie: (the package is called libapreq-0.31 which contains the Apache::Cookie module):

lucky:/tmp/libapreq-0.31# perl Makefile.PL && make install
Writing Makefile for libapreq
Warning: -L../blib/arch/auto/libapreq changed to -L/tmp/libapreq-0.31/Request/../blib/arch/auto/libapreq
Writing Makefile for Apache::Request
Warning: -L../blib/arch/auto/libapreq changed to -L/tmp/libapreq-0.31/Cookie/../blib/arch/auto/libapreq
Writing Makefile for Apache::Cookie
Writing Makefile for libapreq
make[1]: Entering directory `/tmp/libapreq-0.31/c'
cc -c -I/usr/lib/perl5/auto/Apache/include -I/usr/lib/perl5/auto/Apache/include/modules/perl -DDEBIAN -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -O2   -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC -I/usr/lib/perl/5.6.1/CORE  apache_request.c
In file included from apache_request.c:58:
apache_request.h:5: httpd.h: No such file or directory
apache_request.h:6: http_config.h: No such file or directory
apache_request.h:7: http_core.h: No such file or directory
apache_request.h:8: http_log.h: No such file or directory
apache_request.h:9: http_main.h: No such file or directory
apache_request.h:10: http_protocol.h: No such file or directory
apache_request.h:11: util_script.h: No such file or directory
make[1]: *** [apache_request.o] Error 1
make[1]: Leaving directory `/tmp/libapreq-0.31/c'
make: *** [subdirs] Error 2

It appears i have some http files missing? 

This is the error messages i get with the DBD::Pg module (using Perl's MCPAN utility):

Configuring Pg
Remember to actually read the README file !
please set environment variables POSTGRES_INCLUDE and POSTGRES_LIB !
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install

I think the problem is the POSTGRES_INCLUDE and POSTGRES_LIB thing.  I don't know how to set environment variables though.

Any help would be appreciated, thanks in advance.
-- 
__________________________________________________________
Sign-up for your own FREE Personalized E-mail at Mail.com
http://www.mail.com/?sr=signup

Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. 
http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59




From tknab2 at washcoll.edu  Thu Aug  1 15:11:58 2002
From: tknab2 at washcoll.edu (Theodore Knab)
Date: Thu, 01 Aug 2002 15:11:58 -0400
Subject: [rt-users] debian mysql or postgresql docs
Message-ID: <153180000.1028229118@sentry.washcoll.edu>

I am having trouble installing request-tracker.

Someone here recommended a Windows thing called Heat, but I would rather 
maintain RT.

Now, I am setting up a demo. I am stuck on the SQL part.

The only database I have ever setup is an Open LDAP database, which is 
different than sql.

I have been reading through the RH 7.2 step by step guide, by Gary Leong, 
but I am using Debian Woody(stable).

Is there any Debian specific documentation for both a sql and 
request-tracker newbie ?

I want to learn more about mysql, so please don't recommend webadmin.

Theodore Knab
-------------------------
Washington College
Chestertown, Maryland, USA
[Linux] Systems Engineer
x7419



From rick.rezinas at qsent.com  Thu Aug  1 15:24:48 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Thu, 1 Aug 2002 12:24:48 -0700
Subject: [rt-users] debian mysql or postgresql docs
In-Reply-To: <153180000.1028229118@sentry.washcoll.edu>
References: <153180000.1028229118@sentry.washcoll.edu>
Message-ID: <20020801192448.GQ18256@yeti.qsent.com>

debian has mysql client and server packages.  The unstable, at least,
has what appears to be an rt package.  I haven't tried it.  just fyi
there.

In what way are you stuck on the SQL part?  I only needed to login to
mySQL a little, and that was to track down the root username ;)

The new riders mySQL book is good, I've never heard good things about
the O'Reily one.

rick

On Thu, 01 Aug 2002, Theodore Knab wrote:

> I am having trouble installing request-tracker.
> 
> Someone here recommended a Windows thing called Heat, but I would rather 
> maintain RT.
> 
> Now, I am setting up a demo. I am stuck on the SQL part.
> 
> The only database I have ever setup is an Open LDAP database, which is 
> different than sql.
> 
> I have been reading through the RH 7.2 step by step guide, by Gary Leong, 
> but I am using Debian Woody(stable).
> 
> Is there any Debian specific documentation for both a sql and 
> request-tracker newbie ?
> 
> I want to learn more about mysql, so please don't recommend webadmin.
> 
> Theodore Knab
> -------------------------
> Washington College
> Chestertown, Maryland, USA
> [Linux] Systems Engineer
> x7419
> 
> _______________________________________________
> 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

--
Rick Rezinas  503-889-7091
Unix Systems Administrator
Qsent, Inc.


When Gladstone was British Prime Minister he visited Michael Faraday's
laboratory and asked if some esoteric substance called `Electricity'
would ever have practical significance.
"One day, sir, you will tax it," was the answer.
					        	-- Science, 1994




From phil at streamexchange.com  Thu Aug  1 15:36:38 2002
From: phil at streamexchange.com (Phil Dibowitz)
Date: Thu, 01 Aug 2002 12:36:38 -0700
Subject: [rt-users] Message Attachments not being delivered
Message-ID: <3D498DC6.6010801@streamexchange.com>

When responding to a customer through RT, sometimes we need to attach things. 
But it seems that when we do, they don't get emailed. They DO show up in RT 
under the list of emails that have been sent back in forth - but when the 
email is delivered, it has no attachment.

The attachements are about 1.5MB - so they should be fitting through MTAs. 
We're not getting bounces.

I saw that bug # 554 has 'attachemtns' in the subject, but since I can't login 
  I can't see the details of the bug.

Is this a bug? Is it a configuration issue? Any help would be greatly appreciated.

Phil Dibowitz
-- 
Systems Administrator
Stream Exchange
http://www.streamexchange.com/




From seph at commerceflow.com  Thu Aug  1 15:31:29 2002
From: seph at commerceflow.com (seph)
Date: 01 Aug 2002 12:31:29 -0700
Subject: [rt-users] Problems installing rt-tracker dependencies (and thanks Phil)
In-Reply-To: "Crazy Diamond"'s message of "Thu, 01 Aug 2002 13:52:13 -0500"
References: <20020801185213.19228.qmail@mail.com>
Message-ID: <6yk7nav0j2.fsf@seph.commerceflow.com>

>   Thanks to Phil for the response.  Yeah i did have a typo.
>   Unfortunately, it looks like i was installing it on the wrong
>   debian system (an older one), and now i'm installing it on the new
>   stable version of debian (woody).

Oh good, rt is much much easier to install onto woody (or more recent
things)

>   Anyway, i have to go back one step now and i can't seem to get two
>   perl modules installed properly: DBD::Pg and Apache::Cookie

that's probably cause you didn't install all the right debian
packages.  There's an article in rtfm
(http://www.fsck.com/rtfm/article.html?id=52) that covers setting rt
up on woody. it's easy, as everything you need is prepackaged.

>   I tried installing them using the perl CPAN tool and it didn't
>   work.

I would never do this. I find CPAN and debian not to play very nicely
together, CPAN has always just broken my debian perl. and really, with
the dh-make-perl package why would you muck with cpan directly?

seph



From jesse at bestpractical.com  Thu Aug  1 15:32:00 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 Aug 2002 15:32:00 -0400
Subject: [rt-users] RT for debian woody, a preview
Message-ID: <20020801193200.GR26978@pallas.fsck.com>

I'm in the midst of a proper packaging of RT for debian 3.0.
Because of issues with postgres on debian[1], the package is designed
to work with mysql.  As it stabilizes a bit, it should enter debian's
'sarge' release as "request-tracker".  Right now, it depends on the 
relevant packages and sets up your database. you still need to set up
the mail gateway and the web interface.  You can download a copy
of the test .deb from:

	http://bestpractical.com/~jesse/rt_2.0.14_test.deb

Feedback is, of course, appreciated.




[1] Making password authentication work requires changes to the postgres 
configuration

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



From jesse at bestpractical.com  Thu Aug  1 15:33:30 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 Aug 2002 15:33:30 -0400
Subject: [rt-users] Re: RT for debian woody, a preview
In-Reply-To: <20020801193200.GR26978@pallas.fsck.com>
References: <20020801193200.GR26978@pallas.fsck.com>
Message-ID: <20020801193330.GS26978@pallas.fsck.com>

I should, of course, mention that this is a completely unsupported
test build which may toast your computer, though it works great here.

Best,
j


On Thu, Aug 01, 2002 at 03:32:00PM -0400, Jesse Vincent wrote:
> I'm in the midst of a proper packaging of RT for debian 3.0.
> Because of issues with postgres on debian[1], the package is designed
> to work with mysql.  As it stabilizes a bit, it should enter debian's
> 'sarge' release as "request-tracker".  Right now, it depends on the 
> relevant packages and sets up your database. you still need to set up
> the mail gateway and the web interface.  You can download a copy
> of the test .deb from:
> 
> 	http://bestpractical.com/~jesse/rt_2.0.14_test.deb
> 
> Feedback is, of course, appreciated.
> 
> 
> 
> 
> [1] Making password authentication work requires changes to the postgres 
> configuration
> 
> -- 
> ?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> 

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



From paul at aps.org  Thu Aug  1 16:16:20 2002
From: paul at aps.org (Paul Dlug)
Date: Thu, 01 Aug 2002 16:16:20 -0400
Subject: [rt-users] Mason error
Message-ID: <3D499714.5830A9DF@aps.org>

I'm getting the following error message in my error log when I attempt
to access the URL I set RT2 up under:

 [error] The following parameters were passed in the call to
HTML::Mason::Request::ApacheHandler->new() but were not listed in the
validation options: ah args comp error_format interp error_mode
apache_req


I recently upgraded from 2.0.13 to 2.0.14 but I removed my old install
completely. This is on a FreeBSD 4.6-STABLE host running Apache 1.3.26
with mod_perl 1.27 and HTML::Mason 1.12

Any help is appreciated.

Thanks,
Paul



From rspier at pobox.com  Thu Aug  1 18:00:36 2002
From: rspier at pobox.com (Robert Spier)
Date: Thu, 1 Aug 2002 15:00:36 -0700
Subject: [rt-users] Message Attachments not being delivered
In-Reply-To: <3D498DC6.6010801@streamexchange.com>
References: <3D498DC6.6010801@streamexchange.com>
Message-ID: <15689.44932.370619.963319@rls.cx>

Phil Dibowitz writes:
>When responding to a customer through RT, sometimes we need to attach
>things. But it seems that when we do, they don't get emailed. They DO
>show up in RT under the list of emails that have been sent back in
>forth - but when the email is delivered, it has no attachment.

RT does not pass attachments by default.

There is an Action in http://www.fsck.com/pub/rt/contrib/2.0/ called
NotifyWithAttachment that will let you pass them on.  It may need some
custom tweaking for your particular needs - I know I've modified it
substantially for my needs.

-R




From bruce_campbell at ripe.net  Thu Aug  1 18:02:45 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 2 Aug 2002 00:02:45 +0200 (CEST)
Subject: [rt-users] Message Attachments not being delivered
In-Reply-To: <3D498DC6.6010801@streamexchange.com>
Message-ID: <Pine.LNX.4.44.0208012348100.9918-100000@x22.ripe.net>

On Thu, 1 Aug 2002, Phil Dibowitz wrote:

> I saw that bug # 554 has 'attachemtns' in the subject, but since I can't login
>   I can't see the details of the bug.

To log into fsck.com's RT instance, use a username and password of
'guest'.

> Is this a bug? Is it a configuration issue? Any help would be greatly
> appreciated.

http://www.fsck.com/rtfm/factoid.html?id=211  ( Just created ;) )

  The default Notify ScripActions that come supplied with RT do not have
  the ability to actually Attach anything in outgoing mails. text/plain
  works (to be Technical, text/plain is the type of RT::Attachment
  returned by RT::Transaction->Content() ).

  To overcome this, you can do three things. One is to use the
  NotifyWithAttachment contrib ScripAction. This is the reliable method.

  Another is to allow end-users to download attachments from RT itself,
  and provide links to the attachments from the RT Web Interface in the
  outgoing emails. ( this is an easy way out if you don't want to email
  attachments to users outside your site )

  Finally, you could always generate the requisite MIME Attachment magic
  in the outgoing template, a non-trivial task.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From bruce_campbell at ripe.net  Thu Aug  1 18:14:06 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 2 Aug 2002 00:14:06 +0200 (CEST)
Subject: [rt-users] EffectiveId
In-Reply-To: <Pine.LNX.4.33.0208011130490.16009-100000@nova.ee.washington.edu>
Message-ID: <Pine.LNX.4.44.0208020003240.9918-100000@x22.ripe.net>

On Thu, 1 Aug 2002, Walter Marchuk wrote:

> I am upgrading from RT 2.0.4 to RT 2.0.14.  I too believe it is an SQL
> issue, because if I install from scratch everything then works.
> The problem is that I need to retain the old data otherwise there is
> no upgrade.

Ok, so at a rough guess the id field in the Tickets table is somehow not
auto-incrementing.  Its late here ;)

> RT works except for new ticket creation.  Looking through mysql logs
> here is what I see:
> mysql> INSERT INTO Tickets (Creator, Due, Status, LastUpdatedBy, Resolved,
> Type, TimeWorked, LastUpdated, Subject, FinalPriority, Queue, Created,
> TimeLeft, InitialPriority, Owner, Priority, Starts) VALUES ('5',
> '1970-01-01 00:00:00', 'new', '5', NULL, 'ticket', '', '2002-08-01
> 18:10:56', 'test', '0', '8', '2002-08-01 18:10:56', '', '0', '5', '0',
> '1970-01-01 00:00:00');
> ERROR 1062: Duplicate entry '4485' for key 1

Hrm.  Personally I'd install from scratch to a new database to insure that
all of the tables are created correctly.  If the tables are the same as
etc/schema.mysql in the tarball, then you might be having oddities with
auto_increment.  Try:

mysql --user=rt_user --pass=PASSWORD rt2 \
      -e "ALTER TABLE Tickets AUTO_INCREMENT = someval;"

where someval is your highest ticket number plus 5 or 10.

> I only see one insert in the logs and then it quits..probably because of
> the error?

Yes, as it doesn't know which ticket id it just has, it cannot create any
other aspects of the transaction (well, it can create them, it just
doesn't know which ticket they're for).

> I've ran insertdata 2.0.4 and it doesnt seem to do much.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security





From phil at streamexchange.com  Thu Aug  1 19:13:20 2002
From: phil at streamexchange.com (Phil Dibowitz)
Date: Thu, 01 Aug 2002 16:13:20 -0700
Subject: [rt-users] Message Attachments not being delivered
References: <3D498DC6.6010801@streamexchange.com> <15689.44932.370619.963319@rls.cx>
Message-ID: <3D49C090.2070406@streamexchange.com>

Robert Spier wrote:

> Phil Dibowitz writes:
> 
>>When responding to a customer through RT, sometimes we need to attach
>>things. But it seems that when we do, they don't get emailed. They DO
>>show up in RT under the list of emails that have been sent back in
>>forth - but when the email is delivered, it has no attachment.
>>
> 
> RT does not pass attachments by default.
> 
> There is an Action in http://www.fsck.com/pub/rt/contrib/2.0/ called
> NotifyWithAttachment that will let you pass them on.  It may need some
> custom tweaking for your particular needs - I know I've modified it
> substantially for my needs.


What fun.

OK, I'm browsing the docs at fsck.com and I can't find the part about 
installing new Actions... I remember seeing it, but I can't find it. Ontop of 
that, the readme that comes with NotifyWithAttachement contains NO install or 
usage instructions. Yeah.

So can someone point me to the appropriate docs on how to install a new 
Action? I've never needed a non-standard action until now.

Also, Robert, what did you modify? All I want is that attachements end up 
getting sent in emails to users. Period. I can't think of anything else it 
could/should/might do... and if it doesn't do that, what DOES it do? Have you 
considered sending in your changes/enhancements to the author?

Phil
-- 
Systems Administrator
Stream Exchange
http://www.streamexchange.com/




From bruce_campbell at ripe.net  Thu Aug  1 19:29:12 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 2 Aug 2002 01:29:12 +0200 (CEST)
Subject: [rt-users] Message Attachments not being delivered
In-Reply-To: <3D49C090.2070406@streamexchange.com>
Message-ID: <Pine.LNX.4.44.0208020124390.9918-100000@x22.ripe.net>

On Thu, 1 Aug 2002, Phil Dibowitz wrote:

> Robert Spier wrote:
>
> > There is an Action in http://www.fsck.com/pub/rt/contrib/2.0/ called
> > NotifyWithAttachment that will let you pass them on.  It may need some
> > custom tweaking for your particular needs - I know I've modified it
> > substantially for my needs.
>
> What fun.
>
> OK, I'm browsing the docs at fsck.com and I can't find the part about
> installing new Actions... I remember seeing it, but I can't find it. Ontop of
> that, the readme that comes with NotifyWithAttachement contains NO install or
> usage instructions. Yeah.

In general, the contrib stuff comes with a basic 'this is something I've
quickly hacked up for my installation, this is what it does, heres the
perl-library.pm file, heres the insert script, have fun'.  Its assumed
that if you're looking at Contrib stuff, you have followed enough of the
rt-devel list to nderstand where they go.

You may find http://www.fsck.com/rtfm/factoid.html?id=133 useful n giving
a brief overview of where to put the basics, and
http://www.fsck.com/rtfm/factoid.html?id=138 for even more gory details.

If its not in RT/FM, we can put it there.  Heck, I should write a book on
this ;)

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From phil at streamexchange.com  Thu Aug  1 20:08:11 2002
From: phil at streamexchange.com (Phil Dibowitz)
Date: Thu, 01 Aug 2002 17:08:11 -0700
Subject: [rt-users] Message Attachments not being delivered
References: <Pine.LNX.4.44.0208020124390.9918-100000@x22.ripe.net>
Message-ID: <3D49CD6B.1080007@streamexchange.com>

Bruce Campbell wrote:

> 
> In general, the contrib stuff comes with a basic 'this is something I've
> quickly hacked up for my installation, this is what it does, heres the
> perl-library.pm file, heres the insert script, have fun'.  Its assumed
> that if you're looking at Contrib stuff, you have followed enough of the
> rt-devel list to nderstand where they go.
> 
> You may find http://www.fsck.com/rtfm/factoid.html?id=133 useful n giving
> a brief overview of where to put the basics, and
> http://www.fsck.com/rtfm/factoid.html?id=138 for even more gory details.
> 
> If its not in RT/FM, we can put it there.  Heck, I should write a book on
> this ;)

> 


Bruce, you've been really helpful. I have one more question...

I copied the pm file into the Action directory, and I ran the perl script and 
it said it created 13 ScripActions successfully.

When I go into RT though, I'm assuming what I want to do is "Modify Global 
Scripts" and add
Condition: OnComment
Do: NotifyWithAttachment
Template: Correspondence

Unfortunately "NotifyWithAttachment" isn't one of the options there.... So I'm 
quite confused. Any help would be much appreciated. Thanks again.


Phil
-- 
Systems Administrator
Stream Exchange
http://www.streamexchange.com/




From seph at commerceflow.com  Thu Aug  1 23:37:36 2002
From: seph at commerceflow.com (seph)
Date: 01 Aug 2002 20:37:36 -0700
Subject: [rt-users] debian mysql or postgresql docs
In-Reply-To: Theodore Knab's message of "Thu, 01 Aug 2002 15:11:58 -0400"
References: <153180000.1028229118@sentry.washcoll.edu>
Message-ID: <6yado6szgf.fsf@seph.commerceflow.com>

> I have been reading through the RH 7.2 step by step guide, by Gary Leong, 
> but I am using Debian Woody(stable).

perhaps you should be reading through the debian install notes then.
they include how to install mysql on woody (it's easy), and the change
you need to make. postgres is equally easy, though not in those notes.

> Is there any Debian specific documentation for both a sql and 
> request-tracker newbie ?

I'm not aware of an debian specific sql docs. I don't think there's
anything special about it. Both mysql and postgres have their docs
that explain basic administration and how to use them. 

On debian, mysql's docs are installed into /usr/share/doc/mysql-doc/
by the mysql-doc package. While postgres is installed by the
postgresql-doc (and to the obvious place)

seph



From darren at dazza.org  Thu Aug  1 23:55:50 2002
From: darren at dazza.org (Darren Nickerson)
Date: Thu, 1 Aug 2002 23:55:50 -0400
Subject: [rt-users] Message Attachments not being delivered
References: <Pine.LNX.4.44.0208012348100.9918-100000@x22.ripe.net>
Message-ID: <1cf001c239d8$7ef6fc30$3d20a6d1@dazzawinxp>

>   To overcome this, you can do three things. One is to use the
>   NotifyWithAttachment contrib ScripAction. This is the reliable method.

Does anyone rely on this 'reliable' method?

I've been using it for months and a non-trivial number of users receiving
email from our RT instance seem unable to read the attachments. They come
through as base-64 inline, or some other messy representation which seems to
suggest broken MIME.

We seem to be able to reproduce the problem with any Eudora user ... they're
never able to read attachments we send using the RT interface which are
mailed using the NotifyWithAttachment contrib ScripAction. Ms LookOut! users
can read our attachments, so that's most of the world, but I'm thinking
that's just because MS built a very forgiving MIME parser.

Anyone else seeing this?

-Darren





From rspier at pobox.com  Fri Aug  2 03:13:36 2002
From: rspier at pobox.com (Robert Spier)
Date: Fri, 2 Aug 2002 00:13:36 -0700
Subject: [rt-users] Message Attachments not being delivered
In-Reply-To: <3D49C090.2070406@streamexchange.com>
References: <3D498DC6.6010801@streamexchange.com>
	<15689.44932.370619.963319@rls.cx>
	<3D49C090.2070406@streamexchange.com>
Message-ID: <15690.12576.386931.378815@rls.cx>

>Also, Robert, what did you modify? All I want is that attachements end
>up getting sent in emails to users. Period. I can't think of anything
>else it could/should/might do... and if it doesn't do that, what DOES

I think the biggest change I made was to set a MIME-Version header --
many mailers were very unhappy without it.

Most of my other changes were to the Template and a custom Element so
that attachments could be download by those people who had trouble
with MIME.

It includes a string like this in the message for each attachment.

-- attachment  1 ------------------------------------------------------
url: http://rt.my.org/rt2/attach/32436/26776/63f47e/t_op_string.t.diff

Clicking on that URL downloads the file.

(I decided I wanted both worlds - MIME attachments, and URLs.)

-R






From pawal at blipp.com  Fri Aug  2 03:27:39 2002
From: pawal at blipp.com (Patrik Wallstrom)
Date: 02 Aug 2002 09:27:39 +0200
Subject: [rt-users] RT for debian woody, a preview
In-Reply-To: <20020801193200.GR26978@pallas.fsck.com>
References: <20020801193200.GR26978@pallas.fsck.com>
Message-ID: <1028273260.4601.1.camel@pawalski.nic-se.se>

On Thu, 2002-08-01 at 21:32, Jesse Vincent wrote:
> I'm in the midst of a proper packaging of RT for debian 3.0.
> Because of issues with postgres on debian[1], the package is designed
> to work with mysql.  As it stabilizes a bit, it should enter debian's
> 'sarge' release as "request-tracker".  Right now, it depends on the 
> relevant packages and sets up your database. you still need to set up
> the mail gateway and the web interface.  You can download a copy
> of the test .deb from:
> 
> 	http://bestpractical.com/~jesse/rt_2.0.14_test.deb
> 
> Feedback is, of course, appreciated.

Just curious, is your proper package compatible with the current
package in Woody. Would be nice to know if upgrading...

-- 
patrik_wallstrom->foodfight->pawal at blipp.com->+46-709580442




From bruce_campbell at ripe.net  Fri Aug  2 04:34:46 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 2 Aug 2002 10:34:46 +0200 (CEST)
Subject: [rt-users] Message Attachments not being delivered
In-Reply-To: <3D49CD6B.1080007@streamexchange.com>
Message-ID: <Pine.LNX.4.44.0208021030390.24583-100000@x22.ripe.net>

On Thu, 1 Aug 2002, Phil Dibowitz wrote:

> Bruce, you've been really helpful. I have one more question...
>
> I copied the pm file into the Action directory, and I ran the perl script and
> it said it created 13 ScripActions successfully.

( Well, it created ScripAction #13 )

> When I go into RT though, I'm assuming what I want to do is "Modify Global
> Scripts" and add
> Condition: OnComment
> Do: NotifyWithAttachment
> Template: Correspondence
>
> Unfortunately "NotifyWithAttachment" isn't one of the options there.... So I'm
> quite confused. Any help would be much appreciated. Thanks again.

The name supplied in the insert_action script creates
'NotifyAllWatchersWithAttach'.  You probably want to be using
'OnCorrespond' as well.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From awahlfeldt at subshell.com  Fri Aug  2 05:01:30 2002
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Fri, 2 Aug 2002 11:01:30 +0200
Subject: [rt-users] re: Message Attachments not being delivered
Message-ID: <003c01c23a03$3133b3a0$d7164fd4@bernoulli>

hi phil,

the button attach: attaches files to the ticket in rt. it is not ment to
sent attachments in e-mails, like one would suspect.
to change this you need to get and install the "NotifyWithAttachment" script
from the download area.

http://www.fsck.com/pub/rt/contrib/2.0/NotifyWithAttachment.tgz

cu
andreas

--------------------------------------------
Andreas Wahlfeldt
subshell GmbH
Weidenallee 1
20357 Hamburg

t +49.40. 431 362-25
f +49.40. 431 362-29
e awahlfeldt at subshell.com

> Message: 7
> Date: Thu, 01 Aug 2002 12:36:38 -0700
> From: Phil Dibowitz <phil at streamexchange.com>
> Organization: Stream Exchange
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Message Attachments not being delivered
>
> When responding to a customer through RT, sometimes we need to attach
things.
> But it seems that when we do, they don't get emailed. They DO show up in
RT
> under the list of emails that have been sent back in forth - but when the
> email is delivered, it has no attachment.
>
> The attachements are about 1.5MB - so they should be fitting through MTAs.
> We're not getting bounces.
>
> I saw that bug # 554 has 'attachemtns' in the subject, but since I can't
login
>  I can't see the details of the bug.
>
> Is this a bug? Is it a configuration issue? Any help would be greatly
appreciated.
>
> Phil Dibowitz
> --
> Systems Administrator
> Stream Exchange
> http://www.streamexchange.com/


--------------------------------------------
Andreas Wahlfeldt
subshell GmbH
Weidenallee 1
20357 Hamburg

t +49.40. 431 362-25
f +49.40. 431 362-29
e awahlfeldt at subshell.com




From awahlfeldt at subshell.com  Fri Aug  2 06:10:10 2002
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Fri, 2 Aug 2002 12:10:10 +0200
Subject: [rt-users] Message Attachments not being delivered
Message-ID: <005d01c23a0c$c8f20d00$d7164fd4@bernoulli>

hi phil,

the perl script didn't work for me too.
i decided to insert it manualy into the mysqldb
you might want to do anything like 

insert into ScripActions values (13,'NotifyAllWatchersWithAttachment','Sends mail to all watchers with attachments','NotifyWithAttachment','All','4','2002-07-19 13:30:00',1,'2002-07-19 13:30:00');


Liebe Gruesse aus der Weidenallee

cu
andreas

--------------------------------------------
Andreas Wahlfeldt
subshell GmbH
Weidenallee 1
20357 Hamburg

t +49.40. 431 362-25
f +49.40. 431 362-29
e awahlfeldt at subshell.com
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From phil at streamexchange.com  Fri Aug  2 13:07:13 2002
From: phil at streamexchange.com (Phil Dibowitz)
Date: Fri, 02 Aug 2002 10:07:13 -0700
Subject: [rt-users] Message Attachments not being delivered
References: <3D498DC6.6010801@streamexchange.com>	<15689.44932.370619.963319@rls.cx>	<3D49C090.2070406@streamexchange.com> <15690.12576.386931.378815@rls.cx>
Message-ID: <3D4ABC41.3050307@streamexchange.com>

Robert Spier wrote:

>>Also, Robert, what did you modify? All I want is that attachements end
>>up getting sent in emails to users. Period. I can't think of anything
>>else it could/should/might do... and if it doesn't do that, what DOES
>>
> 
> I think the biggest change I made was to set a MIME-Version header --
> many mailers were very unhappy without it.


That would be a very useful change... care to share?
That would just be a small change to the .pm file, right? So something in here:

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

You added a ...

Version => "..."

? I don't know enough about MIME... I really should learn more. I'm sure 
there's a good FAQ somewhere.

> Most of my other changes were to the Template and a custom Element so
> that attachments could be download by those people who had trouble
> with MIME.
> 
> It includes a string like this in the message for each attachment.
> 
> -- attachment  1 ------------------------------------------------------
> url: http://rt.my.org/rt2/attach/32436/26776/63f47e/t_op_string.t.diff


That's not bad... I like that. You should definitely submit it to the original 
author. All good changes.

-- 
Systems Administrator
Stream Exchange
http://www.streamexchange.com/




From rtucker at netacc.net  Fri Aug  2 17:54:58 2002
From: rtucker at netacc.net (Ryan Tucker)
Date: Fri, 2 Aug 2002 17:54:58 -0400
Subject: [rt-users] RT not multitasking well
In-Reply-To: <D13CE650-A382-11D6-B124-000393062A52@netacc.net>
Message-ID: <7CE92EAD-A662-11D6-B208-000393062A52@netacc.net>

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


On Tuesday, July 30, 2002, at 02:08 , Ryan Tucker wrote:
> It's worth a shot... I do think there's a good chance I missed 
> something in there, because what you're seeing is quite happy 
> behavior.

As an update, it looks like FastCGI was only spawning a single 
postgres process, therefore slowing things down.  Disabling that, 
which was enabled and then forgotten about while traffic increased 
drastically, has sped things up noticeably.

Thanks all :-)  -rt

- --
Ryan Tucker <rtucker at netacc.net>
GPG: 99A27DE7  AIM: HoopyCat  ARS: N0PBS
Network Operations Manager, NetAccess, Inc.
http://www.netacc.net/~rtucker/ - (585)419-8252
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From sven.sternberger at desy.de  Sat Aug  3 09:27:00 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 03 Aug 2002 15:27:00 +0200
Subject: [rt-users] Run RT with and without SSL!
Message-ID: <1028381220.5683.13.camel@zitpcx3298>

Hi!

today I installed an Apache with SSL support. My Idea
is to provide both kinds of access to the RequestTracker.
My problem is that I read that it is not okay to run 2 instances
of RT on the same Apache-Machine. But now I think I have one instance
on port 80 and one on port 443. Hope you can send me some advice

bye!
-- 
Sven Sternberger                     Tel.: +49 (0) 40 8998 4397
Desy                                 Email: sven.sternberger at desy.de
Notkestr. 85
D-22607 Hamburg




From mrcpu at internetcds.com  Sun Aug  4 03:14:49 2002
From: mrcpu at internetcds.com (Jaye Mathisen)
Date: Sun, 4 Aug 2002 00:14:49 -0700
Subject: [rt-users] Sample code for create a ticket with a child ticket?
Message-ID: <20020804001449.M81716@backmaster.cdsnet.net>


RT::Ticket mentions briefly the Refers-to and Referred-by methods, and stuff, but
I need to create Parent/Child tickets... (It also has Depends method and a Members method,
which I don't know what it does).


Essentially, there are some tasks that we have that have 3-4 very consistent regular
steps.  And what I'm hoping to do is create a method such that the user can enter
in minimal info, and have the parent ticket, and the 3 child tickets created, and
linked properly, with the individual child tasks int he right queue's and such.

Creating the individual tickets is fine, but not sure how to link them together.  I
think I have it figured out manually in teh database, but that would be lame, and
a few of the manuals say to not use these RT::Link functions from client code...

So if anybody has the 3 lines of code that links ticket 11111 as a child ticket 
to 22222, it would be appreciated.  (In perl... :)





From sven.sternberger at desy.de  Sun Aug  4 08:52:22 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 04 Aug 2002 14:52:22 +0200
Subject: [rt-users] Problems with 2 instances of rt!
Message-ID: <1028465542.12218.149.camel@zitpcx3298>

Hello!

I may have a little esoterik setup ;-) I run two independent
rt instances on my machine. One of them with additional SSL
support. After installing I realized that the second instance don?t
work any more. In the error log was always a "Can't call method
"handle_request" on an undefined value at /opt/rt2_ipp/bin/webmux.pl
line 170, <GEN0> line 2". After some google research I found 
at masonhq the solution. The "PerlFreshRestart" don?t work in 2.0.14.
Now the first instance run with PerlFreshRestart the second w/o.

My question(s)

1.) To run 2 instances I have two apache installation, on
two different ports, with two rt installs. Is this safe?
2.) Is it better to turn off PerlFreshRestart on both ports?

bye!
-- 
Sven Sternberger                     Tel.: +49 (0) 40 8998 4397
Desy                                 Email: sven.sternberger at desy.de
Notkestr. 85
D-22607 Hamburg




From ayan.kayal at yale.edu  Sun Aug  4 10:24:02 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Sun, 4 Aug 2002 10:24:02 -0400
Subject: [rt-users] Problems with 2 instances of rt!
In-Reply-To: <1028465542.12218.149.camel@zitpcx3298>
Message-ID: <001b01c23bc2$999aabe0$d0f48482@arknew>

Running 2 instances on 2 apache installations on 2 different ports is
fine. We have that setup here with two development instances for two
different departments running on one machine.

I comment out the PerlFreshRestart line on both ports, since that one
makes Apache not start. If it doesn't work, get rid of the line.

O-                        ~ARK

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Sven Sternberger
> Sent: Sunday, August 04, 2002 8:52 AM
> 
> My question(s)
> 
> 1.) To run 2 instances I have two apache installation, on
> two different ports, with two rt installs. Is this safe?
> 2.) Is it better to turn off PerlFreshRestart on both ports?




From pdh at snapgear.com  Sun Aug  4 18:22:59 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 5 Aug 2002 08:22:59 +1000
Subject: [rt-users] Run RT with and without SSL!
In-Reply-To: <1028381220.5683.13.camel@zitpcx3298>
References: <1028381220.5683.13.camel@zitpcx3298>
Message-ID: <20020804222259.GA452@luggage>

Sven Sternberger wrote:
> today I installed an Apache with SSL support. My Idea
> is to provide both kinds of access to the RequestTracker.
> My problem is that I read that it is not okay to run 2 instances
> of RT on the same Apache-Machine. But now I think I have one instance
> on port 80 and one on port 443. Hope you can send me some advice

This sounds like you want two Apache virtual hosts talking to
the one RT instance, not multiple RT instances.

While I've never done this, you might find it easier to use
mod_proxy to proxy the SSL connection back to the non-SSL virtual
host locally. http://fsck.com/rtfm/article.html?id=2#101 might
give you a starting point.

(And if you do this, please summarise your config to the list so
we can document it for the next person who asks. :-)

Good luck!
-- 
Phil Homewood, Systems Janitor, www.snapgear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From andy at bribed.net  Mon Aug  5 06:26:09 2002
From: andy at bribed.net (Andy Coates)
Date: Mon, 5 Aug 2002 11:26:09 +0100
Subject: [rt-users] Bit of tweaking help
Message-ID: <000601c23c6a$8406e700$876bfd50@buffy>

Hey,

To put it simply, where should I be looking to change the type of
creates/updates that are sent to the different levels of requestors?

For example, To: (the requestor) can get new tickets/closed tickets/etc,
whereas CC: acts differently (I recall an email explaining what exactly
CC got, but can't find it at the moment).

Basically I want CC: to get a few more updates than it normal does (i.e.
ticket creation), but not sure where I should be looking to make the
modifications.

Cheers,
Andy. 




From cjm at terminal.sil.at  Mon Aug  5 09:04:12 2002
From: cjm at terminal.sil.at (Chris J. Mutter)
Date: Mon, 05 Aug 2002 15:04:12 +0200
Subject: [rt-users] Q: mailloops w/ rt-2.0.13
Message-ID: <200208051304.PAA18692@terminal.sil.at>

hello,

we have a problem with mailloops and rt-2.0.13.
we get a mail loops when some spam-idiots send mail of the form

From: bla at sil.at
To:   bla at sil.at

where bla at sil.at is a forward to the tracker into the queue ``bla''.
we need to have autoreply enabled on our queues and use the bla-comment
feature to have the ability of attachments and send a cc-mail to the owner
of a ticket when the user replyed again.

is there a simple way to check within the tracker if requestor and
queue-address are the same to prevent this kind of mail-loops?

thanks,
cjm silver:server
-- 
SILVER SERVER \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ \\\\\\ \\ \
cjm at sil.at, cjm at enemy.org, neo at bsdger.org   www.sil.at | www.enemy.org
** PGP-Key-ID: 0xA941452D | "Why are we hiding from the police, dad?" -
--------------------------| "Because we use vi, son. They use Emacs".





From Kendric.Beachey at garmin.com  Mon Aug  5 09:43:44 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Mon, 5 Aug 2002 08:43:44 -0500 
Subject: [rt-users] RT gets jealous of my weekend vacation, goes bonkers
Message-ID: <6899B5417148F34AA929F2950FEFB3FD6128DB@dallas.garmin.com>

I left for a relaxing weekend at the lake with all things RT working just
fine.  I came back this morning and found that most superficial parts of
WebRT were OK (the front page, the admin console, the statistics) but the
Search and direct viewing of any ticket were broken.  I stopped and started
apache and mysql a few times, and that didn't help.  I don't find any errors
in the log files.  Here is the error message I am getting in the browser:


-------------------------------------------------
Mason error
error in file:   /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm
 
line 522:  Can't call method "dbh" on an undefined value
context:  
... 
518:  #if we're explicitly told not to to quote the value or
519:  # we're doing an IS or IS NOT (null), don't quote the operator.
520: 
521: 
522:  if ($args{'QUOTEVALUE'} && $args{'OPERATOR'} !~ /IS/) {
523:  $args{'VALUE'} = $self->_Handle->dbh->quote($args{'VALUE'});
524:  }
525:  }
526: 
... 
component stack:   /Ticket/Elements/Tabs [standard]
//Ticket/Display.html [standard]
//autohandler [standard]
code stack:   /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:522
/usr/local/rt2/lib/RT/EasySearch.pm:95
/usr/local/rt2/lib/RT/Tickets.pm:1150
/usr/local/rt2/lib/RT/Tickets.pm:993
/usr/local/rt2/lib/RT/Tickets.pm:980
/usr/local/rt2/WebRT/data/obj/STANDARD/Ticket/Elements/Tabs:105
/usr/local/rt2/WebRT/data/obj/STANDARD//Ticket/Display.html:148
/usr/local/rt2/WebRT/data/obj/STANDARD//autohandler:69


raw error:  

error while executing /Ticket/Elements/Tabs [standard]:
Can't call method "dbh" on an undefined value at
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm line 522,  line 121.
HTML::Mason::Interp::__ANON__('Can\'t call method "dbh" on an undefined
value at /usr/lib/perl5...') called at
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm line 522
DBIx::SearchBuilder::Limit('RT::Tickets=HASH(0x904e8e0)', 'VALUE', 6,
'FIELD', 'Queue', 'ENTRYAGGREGATOR', 'OR', 'OPERATOR', ...) called at
/usr/local/rt2/lib/RT/EasySearch.pm line 95
RT::EasySearch::Limit('RT::Tickets=HASH(0x904e8e0)', 'FIELD', 'Queue',
'ENTRYAGGREGATOR', 'OR', 'OPERATOR', '=', 'VALUE', ...) called at
/usr/local/rt2/lib/RT/Tickets.pm line 1150
RT::Tickets::_ProcessRestrictions('RT::Tickets=HASH(0x904e8e0)') called at
/usr/local/rt2/lib/RT/Tickets.pm line 993
RT::Tickets::Next('RT::Tickets=HASH(0x904e8e0)') called at
/usr/local/rt2/lib/RT/Tickets.pm line 980
RT::Tickets::ItemsArrayRef('RT::Tickets=HASH(0x904e8e0)') called at
/usr/local/rt2/WebRT/data/obj/STANDARD/Ticket/Elements/Tabs line 105
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x907b3bc)',
'current_tab', 'Ticket/Display.html?id=25') called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 131
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x907c14
c)', 'Ticket', 'RT::Ticket=HASH(0x907b3bc)', 'current_tab',
'Ticket/Display.html?id=25') called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653
eval {...} called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm
line 653
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x90748
40)', '/Ticket/Elements/Tabs', 'Ticket', 'RT::Ticket=HASH(0x907b3bc)',
'current_tab', 'Ticket/Display.html?id=25') called at
/usr/local/rt2/WebRT/data/obj/STANDARD//Ticket/Display.html line 148
HTML::Mason::Commands::__ANON__('id', 25) called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 131
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x904f9d
c)', 'id', 25) called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653
eval {...} called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm
line 653
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x90748
40)', 'HTML::Mason::Component::FileBased=HASH(0x904f9dc)', 'id', 25) called
at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 316
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x
9074840)') called at /usr/local/rt2/WebRT/data/obj/STANDARD//autohandler
line 69
HTML::Mason::Commands::__ANON__('id', 25) called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 131
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f4588
c)', 'id', 25) called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653
eval {...} called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm
line 653
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x90748
40)', 'HASH(0x90749a8)',
'HTML::Mason::Component::FileBased=HASH(0x8f4588c)', 'id', 25) called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 159
eval {...} called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm
line 159
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x90748
40)', '//Ticket/Display.html', 'id', 25) called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 914
HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=HAS
H(0x83fa6f0)', 'Apache=SCALAR(0x8edae08)',
'HTML::Mason::Request::ApacheHandler=HASH(0x9074840)', undef) called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 560
eval {...} called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 560
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0x83fa6f0)', 'Apache=SCALAR(0x8edae08)') called at
/usr/local/rt2/bin/webmux.pl line 165
RT::Mason::handler('Apache=SCALAR(0x8edae08)') called at /dev/null line 0
eval {...} called at /dev/null line 0
-------------------------------------------------


I haven't monkeyed with the RT code in a while, so it seems pretty weird
that this would crop up now.

I am still able to display tickets without any trouble on the command line.

I am running RT 2.0.11pre (basically 2.0.12 with a different version
designation) against MySQL 3.23.47 on a Red Hat 7.1 box.  This arrangement
has worked smoothly for quite a few months.

Anyone got any ideas?

--
Kendric Beachey
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From dredd at megacity.org  Mon Aug  5 09:56:25 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Mon, 5 Aug 2002 09:56:25 -0400
Subject: [rt-users] RT gets jealous of my weekend vacation, goes bonkers
In-Reply-To: <6899B5417148F34AA929F2950FEFB3FD6128DB@dallas.garmin.com>
Message-ID: <21A28EBF-A87B-11D6-AA16-00039384A830@megacity.org>

On Monday, August 5, 2002, at 09:43  AM, Beachey, Kendric wrote:

> I left for a relaxing weekend at the lake with all things RT working 
> just fine.? I came back this morning and found that most superficial 
> parts of WebRT were OK (the front page, the admin console, the 
> statistics) but the Search and direct viewing of any ticket were 
> broken.? I stopped and started apache and mysql a few times, and that 
> didn't help.? I don't find any errors in the log files.? Here is the 
> error message I am getting in the browser:

Weird. I had a user complain of getting a very similar error yesterday, 
but I couldn't duplicate it:

error in file: /usr/share/perl5/DBIx/SearchBuilder/Handle.pm
line 355: 	Can't call method "fetchrow" on an undefined value
context:
...
351: 	my $query = shift;
352: 	my @bind_values = @_;
353: 	my $sth = $self->SimpleQuery($query, @bind_values);
354:
355: 	return ($sth->fetchrow);
356: 	}
357: 	# }}}
358:
359: 	# {{{ BinarySafeBLOBs
...
component stack: /Ticket/Display.html [standard]
/autohandler [standard]
code stack:
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:355
/usr/local/rt2/lib/RT/User.pm:1043 /usr/local/rt2/lib/RT/User.pm:724
/usr/local/rt2/lib/RT/Ticket.pm:2434
/usr/local/rt2/lib/RT/Interface/Web.pm:916
/usr/local/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html:136
/usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69



--
+------------------------------+--------------------------------+
| Derek J. Balling             | "You can get more with a kind  |
| dredd at megacity.org           |  word and a two-by-four, than  |
| www.megacity.org/blog/       |  you can with just a kind      |
|                              |  word."               - Marcus |
+---------------------------------------------------------------+




From szalkai at 2fkft.com  Mon Aug  5 10:20:26 2002
From: szalkai at 2fkft.com (Akos Szalkai)
Date: Mon, 5 Aug 2002 16:20:26 +0200
Subject: [rt-users] Message Attachments not being delivered
In-Reply-To: <1cf001c239d8$7ef6fc30$3d20a6d1@dazzawinxp>
References: <Pine.LNX.4.44.0208012348100.9918-100000@x22.ripe.net> <1cf001c239d8$7ef6fc30$3d20a6d1@dazzawinxp>
Message-ID: <20020805142026.GA31915@2f.hu>

> Does anyone rely on this 'reliable' method?

We are trying to, but it does need some fixing.

> We seem to be able to reproduce the problem with any Eudora user ... they're
> never able to read attachments we send using the RT interface which are
> mailed using the NotifyWithAttachment contrib ScripAction. Ms LookOut! users
> can read our attachments, so that's most of the world, but I'm thinking
> that's just because MS built a very forgiving MIME parser.

You are right, the problem is that there is no MIME-Version header in
the mail (which is mandatory according to the RFC).  You can easily hack
around this by inserting a single line near the end of the scrip:

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

      $self->TemplateObj->MIMEObj->head->replace('MIME-Version','1.0');

(The last line above is what you should insert.)  However, we have an
even bigger problem, that can be seen above as well: the encoding is
fixed to base64.  When a multipart (or message/*) attachment is about to
be sent out, NotifyWithAttachment sets the encoding to base64, and then
MIME::Entity croaks that you can't have base64 encoding with this type.
Result: no mail gets sent out, although the transaction appears in the
database and on the web.

Does anybody have a solution for this?

Akos

-- 
Akos Szalkai <szalkai at 2f.hu>
IT Consultant, CISA
2F 2000 Szamitastechnikai es Szolgaltato Kft.
Tel: (+36-1)-4887700  Fax: (+36-1)-4887709  WWW: http://www.2f.hu/



From Kendric.Beachey at garmin.com  Mon Aug  5 10:28:29 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Mon, 5 Aug 2002 09:28:29 -0500 
Subject: [rt-users] RT gets jealous of my weekend vacation, goes bonke
	rs
Message-ID: <6899B5417148F34AA929F2950FEFB3FD6128E1@dallas.garmin.com>

From: Derek J. Balling [mailto:dredd at megacity.org]
> 
> On Monday, August 5, 2002, at 09:43  AM, Beachey, Kendric wrote:
> 
> > I left for a relaxing weekend at the lake with all things 
> RT working 
> > just fine.? I came back this morning and found that most 
> superficial 
> > parts of WebRT were OK (the front page, the admin console, the 
> > statistics) but the Search and direct viewing of any ticket were 
> > broken.? I stopped and started apache and mysql a few 
> times, and that 
> > didn't help.? I don't find any errors in the log files.? 
> Here is the 
> > error message I am getting in the browser:
> 
> Weird. I had a user complain of getting a very similar error 
> yesterday, 
> but I couldn't duplicate it:


Turns out nobody else could duplicate my problem either!

I went to inform another department that RT was having personality problems,
and they said it was OK for them.  They demonstrated for me that it worked
just fine.  Back at my desk, I fired up a different browser and lo and
behold, it worked fine for me too.  Back in my original browser, I logged
out and logged back in, and all was fine and good.  Bizarre.

I wondered why my inbox hadn't been lighting up.  :-)

False alarm, I guess...maybe a logout/login is in order for Derek's wayward
user as well?



From dredd at megacity.org  Mon Aug  5 10:31:57 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Mon, 5 Aug 2002 10:31:57 -0400
Subject: [rt-users] RT gets jealous of my weekend vacation, goes bonke rs
In-Reply-To: <6899B5417148F34AA929F2950FEFB3FD6128E1@dallas.garmin.com>
Message-ID: <18B1C54A-A880-11D6-AA16-00039384A830@megacity.org>

> False alarm, I guess...maybe a logout/login is in order for Derek's 
> wayward
> user as well?

She reported this morning "all was well".

I just saw "Signs" this weekend, so let's just call it an alien 
mind-control thing or something. ;-)

D

--
+------------------------------+--------------------------------+
| Derek J. Balling             | "You can get more with a kind  |
| dredd at megacity.org           |  word and a two-by-four, than  |
| www.megacity.org/blog/       |  you can with just a kind      |
|                              |  word."               - Marcus |
+---------------------------------------------------------------+




From szalkai at 2fkft.com  Mon Aug  5 10:55:44 2002
From: szalkai at 2fkft.com (Akos Szalkai)
Date: Mon, 5 Aug 2002 16:55:44 +0200
Subject: [rt-users] Message Attachments not being delivered
In-Reply-To: <20020805142026.GA31915@2f.hu>
References: <Pine.LNX.4.44.0208012348100.9918-100000@x22.ripe.net> <1cf001c239d8$7ef6fc30$3d20a6d1@dazzawinxp> <20020805142026.GA31915@2f.hu>
Message-ID: <20020805145544.GB31915@2f.hu>

>                                                   However, we have an
> even bigger problem, that can be seen above as well: the encoding is
> fixed to base64.  When a multipart (or message/*) attachment is about to
> be sent out, NotifyWithAttachment sets the encoding to base64, and then
> MIME::Entity croaks that you can't have base64 encoding with this type.
> Result: no mail gets sent out, although the transaction appears in the
> database and on the web.
> 
> Does anybody have a solution for this?

Sorry to follow up my own email, but I did some dirty hacking to solve
this problem.  I attach a slightly modified version of
NotifyWithAttachment.pm, which seems to work much better in our
environment (please remember that it is still very far from perfect).
You can use the insert script from the original version.

Akos

-- 
Akos Szalkai <szalkai at 2f.hu>
IT Consultant, CISA
2F 2000 Szamitastechnikai es Szolgaltato Kft.
Tel: (+36-1)-4887700  Fax: (+36-1)-4887709  WWW: http://www.2f.hu/
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From khera at kcilink.com  Mon Aug  5 11:00:15 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 5 Aug 2002 11:00:15 -0400
Subject: [rt-users] Run RT with and without SSL!
In-Reply-To: <1028381220.5683.13.camel@zitpcx3298>
References: <1028381220.5683.13.camel@zitpcx3298>
Message-ID: <15694.37631.500689.544498@onceler.kciLink.com>

>>>>> "SS" == Sven Sternberger <sven.sternberger at desy.de> writes:

SS> today I installed an Apache with SSL support. My Idea
SS> is to provide both kinds of access to the RequestTracker.
SS> My problem is that I read that it is not okay to run 2 instances
SS> of RT on the same Apache-Machine. But now I think I have one instance
SS> on port 80 and one on port 443. Hope you can send me some advice

Use virtual hosts in apache.  The same instance of apache can handle
both normal and ssl connections and route them to the same places.

The only place this will "break" in RT is where you need to hard-code
the base URL into the config.pm file.  You'll have to choose one or
the other.  Personally, I always access RT via SSL so I can do bug
tracking, and/or customer support securely from, say a wireless LAN at
a technical conference 3000 miles from home.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 mrcpu at internetcds.com  Mon Aug  5 11:40:12 2002
From: mrcpu at internetcds.com (Jaye Mathisen)
Date: Mon, 5 Aug 2002 08:40:12 -0700
Subject: [rt-users] Sample code for create a ticket with a child ticket?
In-Reply-To: <20020804001449.M81716@backmaster.cdsnet.net>
References: <20020804001449.M81716@backmaster.cdsnet.net>
Message-ID: <20020805084012.N81716@backmaster.cdsnet.net>

My bad, didn't realize that MembersOf really mean Parent, thought it was some other 
secret code thing to signifiy something that I didn't understand.

But Ticket->Addlink works just peachy using MemberOf, and make the link in the
right spot.

On Sun, Aug 04, 2002 at 12:14:49AM -0700, Jaye Mathisen wrote:
> 
> 
> RT::Ticket mentions briefly the Refers-to and Referred-by methods, and stuff, but
> I need to create Parent/Child tickets... (It also has Depends method and a Members method,
> which I don't know what it does).
> 
> 
> Essentially, there are some tasks that we have that have 3-4 very consistent regular
> steps.  And what I'm hoping to do is create a method such that the user can enter
> in minimal info, and have the parent ticket, and the 3 child tickets created, and
> linked properly, with the individual child tasks int he right queue's and such.
> 
> Creating the individual tickets is fine, but not sure how to link them together.  I
> think I have it figured out manually in teh database, but that would be lame, and
> a few of the manuals say to not use these RT::Link functions from client code...
> 
> So if anybody has the 3 lines of code that links ticket 11111 as a child ticket 
> to 22222, it would be appreciated.  (In perl... :)
> 
> 
> 
> _______________________________________________
> 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 grant at pico.apple.com  Mon Aug  5 14:26:38 2002
From: grant at pico.apple.com (Grant Miller)
Date: Mon, 5 Aug 2002 11:26:38 -0700
Subject: [rt-users] vacation-like function in RT?
Message-ID: <20020805182638.GD17764@pico.apple.com>


Has anyone written a add-on to RT that deals with ticket owners going on vacation
and having responses to them be redirected (or CC'ed) to a designated RT user?

We get around it by just re-assigning tickets to someone else while we are out,
but I think a feature like this would be nice to have.

(I've looked at the contributed code, but didn't see anything that looked like
it would do the trick).

I will eventually write something like this (and post it to the community), but
I figured I would ask first so I don't try and reinvent the wheel.

Thanks in advance.

-- 

-Grant Miller    grant at pico.apple.com     

 Unix Systems Admin, Engineering Computer Services, Apple Computer Inc.




From pdh at snapgear.com  Mon Aug  5 18:29:55 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 6 Aug 2002 08:29:55 +1000
Subject: [rt-users] Bit of tweaking help
In-Reply-To: <000601c23c6a$8406e700$876bfd50@buffy>
References: <000601c23c6a$8406e700$876bfd50@buffy>
Message-ID: <20020805222955.GB787@luggage>

Andy Coates wrote:
> To put it simply, where should I be looking to change the type of
> creates/updates that are sent to the different levels of requestors?

Configuration->Queues->name->Scrips




From pdh at snapgear.com  Mon Aug  5 18:33:34 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 6 Aug 2002 08:33:34 +1000
Subject: [rt-users] Q: mailloops w/ rt-2.0.13
In-Reply-To: <200208051304.PAA18692@terminal.sil.at>
References: <200208051304.PAA18692@terminal.sil.at>
Message-ID: <20020805223334.GC787@luggage>

Chris J. Mutter wrote:
> we get a mail loops when some spam-idiots send mail of the form
> 
> From: bla at sil.at
> To:   bla at sil.at
> 
> where bla at sil.at is a forward to the tracker into the queue ``bla''.

The bounce-detection should take care of this. Can you ensure
that the X-RT-Loop-Prevention header is present and correct in
the messages that are feeding back into RT? If it is, you've
found a bug; if not, something might be eating it along the way.

IsRTAddress() in config.pm may also be of some help.
-- 
Phil Homewood, Systems Janitor, www.snapgear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From teo.dehesselle at uts.edu.au  Mon Aug  5 21:07:22 2002
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Tue, 6 Aug 2002 11:07:22 +1000
Subject: [rt-users] Crippling database performace
Message-ID: <20020806010722.GA24700@dwarf.itd.uts.edu.au>

Help! mysql is running like a dog every time RT performs this query:

SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1  LEFT JOIN
Users as Users_2  ON  Watch

When would RT do this? How can I make this faster?

Mysql shows:

State: Copying to tmp table

I really don't understand enough about RT or mysql to fix this by
myself....

-- 
Teo de Hesselle,                                      It's nice to be loved,
Unix Systems Administrator,                          but there's a lot to be
University of Technology, Sydney.                 said for terrified respect



From rt_addison at yahoo.com  Mon Aug  5 22:26:05 2002
From: rt_addison at yahoo.com (Addison RT)
Date: Mon, 5 Aug 2002 19:26:05 -0700 (PDT)
Subject: [rt-users] How to start RT in web interface
Message-ID: <20020806022605.45310.qmail@web12902.mail.yahoo.com>


Hi all,

I spent more than two weeks to config the web interface. I failed to start the web page of RT as : http://rt.addison1.addisonworld.com.us/rt2/

Can anyone give me a checklist of the related variables for the above hostname & domain name in both 'config.pm' and 'httpd.conf'? 

Thanks.

Addison



---------------------------------
Do You Yahoo!?
Yahoo! Health - Feel better, live better
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From bruce_campbell at ripe.net  Tue Aug  6 04:32:10 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 6 Aug 2002 10:32:10 +0200 (CEST)
Subject: [rt-users] Q: mailloops w/ rt-2.0.13
In-Reply-To: <20020805223334.GC787@luggage>
Message-ID: <Pine.LNX.4.44.0208061022030.26268-100000@x22.ripe.net>

On Tue, 6 Aug 2002, Phil Homewood wrote:

> Chris J. Mutter wrote:
> > we get a mail loops when some spam-idiots send mail of the form
> >
> > From: bla at sil.at
> > To:   bla at sil.at
> >
> > where bla at sil.at is a forward to the tracker into the queue ``bla''.
>
> The bounce-detection should take care of this. Can you ensure
> that the X-RT-Loop-Prevention header is present and correct in

Preservation of loop detection headers cannot always be counted upon,
although it makes loop detection _much_ easier.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From wash at wananchi.biz  Tue Aug  6 05:55:54 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Tue, 6 Aug 2002 12:55:54 +0300
Subject: [rt-users] How to start RT in web interface
In-Reply-To: <20020806022605.45310.qmail@web12902.mail.yahoo.com>
References: <20020806022605.45310.qmail@web12902.mail.yahoo.com>
Message-ID: <20020806095554.GB74639@ns2.wananchi.com>

* Addison RT <rt_addison at yahoo.com> [20020806 05:30]: wrote:
> 
> Hi all,
> 
> I spent more than two weeks to config the web interface.
> I failed to start the web page of RT as : http://rt.addison1.addisonworld.com.us/rt2/
> 
> Can anyone give me a checklist of the related variables for the
> above hostname & domain name in both 'config.pm' and 'httpd.conf'? 

Hello Addison,


Normally, you'd follow this tutorial:

http://www.fsck.com/rtfm/article.html?id=2#94

..but in yor situation, you need to modify the zone file for addisonworld.com.us to
have an entry for rt.

rt.addison1	IN CNAME the_DNS_name_of_server_rt_is_running_on

# ndc reload


That is one of the steps, obviously not the first. It was my last after I
configured everything.

Running RT as  http://rt.addison1.addisonworld.com.us/rt2/ would mean that
there is already a web server handling addison1.addisonworld.com.us, yes???
Then I really don't see any point why you'd want /rt2.
Wait.. I am confused here. You can have either rt.domain.name or
domain.name/rt2 but not both at the same time (I guess).

FIRST, your domain addisonworld.com.us _MUST_ be in DNS!! Right now it is NOT!!


If you post the errors you get, then you can get more help.



        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

++
``That Ariel Sharon. Boy, he sure is controversial.
  Most Western countries would have to have a military coup
  before they enjoyed a leader of that caliber.'' (Sydney Webb)



From wash at wananchi.biz  Tue Aug  6 06:28:01 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Tue, 6 Aug 2002 13:28:01 +0300
Subject: [rt-users] Who is a requestor?
Message-ID: <20020806102801.GC74639@ns2.wananchi.com>

Hello rt-users,


At the risk of being called stupid, let me ask a question:

Why is someone who submits/creates a ticket via e-mail treated differently than
one who logs in via web UI in the context of a "requestor"?

The situation I am looking at is this scrip:

OnCreate AutoreplyToRequestors with template Autoreply


I am trying to look for a way in which when a user creates a ticket via the web UI,
s/he should either 

1. Be made to "Own" the ticket automatically, or

2. Be sent a Notify that s/he has a ticket (stupid, because they know it already)


Really stupid sounding but my web UI users seem to want this ;-)


        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 jmiles at addr.com  Tue Aug  6 07:24:01 2002
From: jmiles at addr.com (Jeena Miles)
Date: Tue, 06 Aug 2002 16:54:01 +0530
Subject: [rt-users] Re: rt-users digest, Vol 1 #752 - 15 msgs
In-Reply-To: <20020806100001.26132.78552.Mailman@pallas.eruditorum.org>
Message-ID: <5.1.0.14.0.20020806164318.00b5ddd8@mail.addr.com>

At 06:00 AM 8/6/2002 -0400, you 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. Re: RT gets jealous of my weekend vacation, goes bonkers (Derek J. 
> Balling)
>    2. Re: Message Attachments not being delivered (Akos Szalkai)
>    3. RE: RT gets jealous of my weekend vacation, goes bonke
>        rs (Beachey, Kendric)
>    4. Re: RT gets jealous of my weekend vacation, goes bonke rs (Derek J. 
> Balling)
>    5. Re: Message Attachments not being delivered (Akos Szalkai)
>    6. Re: Run RT with and without SSL! (Vivek Khera)
>    7. Re: Sample code for create a ticket with a child ticket? (Jaye 
> Mathisen)
>    8. vacation-like function in RT? (Grant Miller)
>    9. Re: Bit of tweaking help (Phil Homewood)
>   10. Re: Q: mailloops w/ rt-2.0.13 (Phil Homewood)
>   11. Crippling database performace (Teo de Hesselle)
>   12. How to start RT in web interface (Addison RT)
>   13. Re: Q: mailloops w/ rt-2.0.13 (Bruce Campbell)
>   14. Re: How to start RT in web interface (Odhiambo Washington)
>
>--__--__--
>
>Message: 1
>Date: Mon, 5 Aug 2002 09:56:25 -0400
>Subject: Re: [rt-users] RT gets jealous of my weekend vacation, goes bonkers
>From: "Derek J. Balling" <dredd at megacity.org>
>To: "Rt-Users (E-mail)" <rt-users at lists.fsck.com>
>
>
>On Monday, August 5, 2002, at 09:43  AM, Beachey, Kendric wrote:
>
> > I left for a relaxing weekend at the lake with all things RT working=20=
>
> > just fine.=A0 I came back this morning and found that most superficial=20=
>
> > parts of WebRT were OK (the front page, the admin console, the=20
> > statistics) but the Search and direct viewing of any ticket were=20
> > broken.=A0 I stopped and started apache and mysql a few times, and =
>that=20
> > didn't help.=A0 I don't find any errors in the log files.=A0 Here is =
>the=20
> > error message I am getting in the browser:
>
>Weird. I had a user complain of getting a very similar error yesterday,=20=
>
>but I couldn't duplicate it:
>
>error in file: /usr/share/perl5/DBIx/SearchBuilder/Handle.pm
>line 355:       Can't call method "fetchrow" on an undefined value
>context:
>...
>351:    my $query =3D shift;
>352:    my @bind_values =3D @_;
>353:    my $sth =3D $self->SimpleQuery($query, @bind_values);
>354:
>355:    return ($sth->fetchrow);
>356:    }
>357:    # }}}
>358:
>359:    # {{{ BinarySafeBLOBs
>...
>component stack: /Ticket/Display.html [standard]
>/autohandler [standard]
>code stack:
>/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:355
>/usr/local/rt2/lib/RT/User.pm:1043 /usr/local/rt2/lib/RT/User.pm:724
>/usr/local/rt2/lib/RT/Ticket.pm:2434
>/usr/local/rt2/lib/RT/Interface/Web.pm:916
>/usr/local/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html:136
>/usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69
>
>
>
>--
>+------------------------------+--------------------------------+
>| Derek J. Balling             | "You can get more with a kind  |
>| dredd at megacity.org           |  word and a two-by-four, than  |
>| www.megacity.org/blog/       |  you can with just a kind      |
>|                              |  word."               - Marcus |
>+---------------------------------------------------------------+
>
>
>
>--__--__--
>
>Message: 2
>From: "Akos Szalkai" <szalkai at 2fkft.com>
>Date: Mon, 5 Aug 2002 16:20:26 +0200
>To: Darren Nickerson <darren at dazza.org>
>Cc: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Message Attachments not being delivered
>
> > Does anyone rely on this 'reliable' method?
>
>We are trying to, but it does need some fixing.
>
> > We seem to be able to reproduce the problem with any Eudora user ... 
> they're
> > never able to read attachments we send using the RT interface which are
> > mailed using the NotifyWithAttachment contrib ScripAction. Ms LookOut! 
> users
> > can read our attachments, so that's most of the world, but I'm thinking
> > that's just because MS built a very forgiving MIME parser.
>
>You are right, the problem is that there is no MIME-Version header in
>the mail (which is mandatory according to the RFC).  You can easily hack
>around this by inserting a single line near the end of the scrip:
>
>       $self->TemplateObj->MIMEObj->attach(Data => $message->Content,
>                                           Type => $message->ContentType,
>                                           Encoding => "base64",
>                                           Description => $fname,
>                                           Disposition => "attachment",
>                                           Filename => $fname);
>
>       $self->TemplateObj->MIMEObj->head->replace('MIME-Version','1.0');
>
>(The last line above is what you should insert.)  However, we have an
>even bigger problem, that can be seen above as well: the encoding is
>fixed to base64.  When a multipart (or message/*) attachment is about to
>be sent out, NotifyWithAttachment sets the encoding to base64, and then
>MIME::Entity croaks that you can't have base64 encoding with this type.
>Result: no mail gets sent out, although the transaction appears in the
>database and on the web.
>
>Does anybody have a solution for this?
>
>Akos
>
>--
>Akos Szalkai <szalkai at 2f.hu>
>IT Consultant, CISA
>2F 2000 Szamitastechnikai es Szolgaltato Kft.
>Tel: (+36-1)-4887700  Fax: (+36-1)-4887709  WWW: http://www.2f.hu/
>
>
>--__--__--
>
>Message: 3
>From: "Beachey, Kendric" <Kendric.Beachey at garmin.com>
>To: "Rt-Users (E-mail)" <rt-users at lists.fsck.com>
>Subject: RE: [rt-users] RT gets jealous of my weekend vacation, goes bonke
>         rs
>Date: Mon, 5 Aug 2002 09:28:29 -0500
>
>From: Derek J. Balling [mailto:dredd at megacity.org]
> >
> > On Monday, August 5, 2002, at 09:43  AM, Beachey, Kendric wrote:
> >
> > > I left for a relaxing weekend at the lake with all things
> > RT working
> > > just fine.  I came back this morning and found that most
> > superficial
> > > parts of WebRT were OK (the front page, the admin console, the
> > > statistics) but the Search and direct viewing of any ticket were
> > > broken.  I stopped and started apache and mysql a few
> > times, and that
> > > didn't help.  I don't find any errors in the log files.
> > Here is the
> > > error message I am getting in the browser:
> >
> > Weird. I had a user complain of getting a very similar error
> > yesterday,
> > but I couldn't duplicate it:
>
>
>Turns out nobody else could duplicate my problem either!
>
>I went to inform another department that RT was having personality problems,
>and they said it was OK for them.  They demonstrated for me that it worked
>just fine.  Back at my desk, I fired up a different browser and lo and
>behold, it worked fine for me too.  Back in my original browser, I logged
>out and logged back in, and all was fine and good.  Bizarre.
>
>I wondered why my inbox hadn't been lighting up.  :-)
>
>False alarm, I guess...maybe a logout/login is in order for Derek's wayward
>user as well?
>
>
>--__--__--
>
>Message: 4
>Date: Mon, 5 Aug 2002 10:31:57 -0400
>Subject: Re: [rt-users] RT gets jealous of my weekend vacation, goes bonke rs
>From: "Derek J. Balling" <dredd at megacity.org>
>To: "Rt-Users (E-mail)" <rt-users at lists.fsck.com>
>
> > False alarm, I guess...maybe a logout/login is in order for Derek's
> > wayward
> > user as well?
>
>She reported this morning "all was well".
>
>I just saw "Signs" this weekend, so let's just call it an alien
>mind-control thing or something. ;-)
>
>D
>
>--
>+------------------------------+--------------------------------+
>| Derek J. Balling             | "You can get more with a kind  |
>| dredd at megacity.org           |  word and a two-by-four, than  |
>| www.megacity.org/blog/       |  you can with just a kind      |
>|                              |  word."               - Marcus |
>+---------------------------------------------------------------+
>
>
>
>--__--__--
>
>Message: 5
>From: "Akos Szalkai" <szalkai at 2fkft.com>
>Date: Mon, 5 Aug 2002 16:55:44 +0200
>To: Darren Nickerson <darren at dazza.org>
>Cc: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Message Attachments not being delivered
>
>
>--uAKRQypu60I7Lcqm
>Content-Type: text/plain; charset=us-ascii
>Content-Disposition: inline
>
> >                                                   However, we have an
> > even bigger problem, that can be seen above as well: the encoding is
> > fixed to base64.  When a multipart (or message/*) attachment is about to
> > be sent out, NotifyWithAttachment sets the encoding to base64, and then
> > MIME::Entity croaks that you can't have base64 encoding with this type.
> > Result: no mail gets sent out, although the transaction appears in the
> > database and on the web.
> >
> > Does anybody have a solution for this?
>
>Sorry to follow up my own email, but I did some dirty hacking to solve
>this problem.  I attach a slightly modified version of
>NotifyWithAttachment.pm, which seems to work much better in our
>environment (please remember that it is still very far from perfect).
>You can use the insert script from the original version.
>
>Akos
>
>--
>Akos Szalkai <szalkai at 2f.hu>
>IT Consultant, CISA
>2F 2000 Szamitastechnikai es Szolgaltato Kft.
>Tel: (+36-1)-4887700  Fax: (+36-1)-4887709  WWW: http://www.2f.hu/
>
>--uAKRQypu60I7Lcqm
>Content-Type: application/x-gunzip
>Content-Disposition: attachment; filename="NotifyWithAttachment.pm.gz"
>Content-Transfer-Encoding: base64
>
>H4sICOqQTj0CA05vdGlmeVdpdGhBdHRhY2htZW50LnBtAI1VbW/bNhD+PP2KgxMg0hDLL+2A
>Qoa9eKtTeGi7osnaLwECWjpZjCVSIakmXpL+9h4pWbbjYCu/WKd7nuPdc3fyEcxFnFcJajCK
>Cc1iw6UAZgyLswKF0cAFYMF4DppMkJUJvSOYViaTKoILw9KUCXjPFLnB17V9nTv7jJUlsvxa
>I/gKy5zFCCzP4ToIKMY8QRbBX6jJ/YWL2Ib3b6x5tkBtSmWTiVkexrKw+D+qJaT8nlJlIoFC
>Jjwlt81XRzBdSQ0X/7J8xTilUT+cDdNVajb843kSwUdpeLr+yk02bWsMy+L0GwzCVzDs94e9
>/pte/zcYvIqGg+j1a2hiwey+bJ+PPa9k8YotET5fRtHUqRZFLwUfeQpvK672kRcokplV9WV3
>HWjknc0vpjCG2zv/0BuMPCrq4eEBdLWAT6QvU+h54wxZMtzaQOdcyaJpYmofneaRc9lDGuck
>3j+fZp+jqCGG4LV+noLJmAGFplLCTkqFp8ANKmaQXEpWy6xFH2vM0+7kcjtOfy9uupPpzkjZ
>/rEkISoWYOQBFQuaFYOO92H+YUYP4TYdfz80cBvQybfjALm4wdjAXcbjjIZOkSpryJhuw9hB
>lLYyvjf7od6b/g2zfodJ2PKbxNz1zoiimTDcrMOAvNSIuDKe5+00Bx6IXKzrMqmtOuMpzYfX
>Fr7fAj+Ax8dGdOg7nCXvZjf+CbVHNv4OqTt5J40850qbucGijRvT+o2fIf+UlZ1gCmDlfS+X
>S1TdSYKLaul33NW0eUnCxbLmE1mHV6ITuKhHoFe8tF2mvaXrQAo3N06yZ7o6+NdsDYmEOfXp
>Gw2WbPh38vcXa7Dp+8P6LupzTl8ZW0hB002bOd4nfMR7E7gO2CPIgkrkBAV/w7D1CkPwOqQ9
>Nl4qWIFWmhZ2TnfZl6MGtYF8B90Lf/Wvrh6vekGvt2z9/6veNtUm2FbFTRpNbjMRS0fZTeiZ
>r733kNN5s+CmY1f6wIm30BHUok577X/sY3dSp+y/ZYbBeHKYzKn3iz0Al+sSX0RYR4va5jg5
>SK0FvUUdK166Bbc4J9XWy3UpNd94O1tROy1m07otPfi5cu1ntTtp/sX8E/u++wWVpstOTk8G
>Yf8k2MhOP082ZrO6g5H3ZD/VT0/045H1A9xipDt1BwAA
>
>--uAKRQypu60I7Lcqm--
>
>
>--__--__--
>
>Message: 6
>From: Vivek Khera <khera at kcilink.com>
>Date: Mon, 5 Aug 2002 11:00:15 -0400
>To: rt-users at fsck.com
>Subject: Re: [rt-users] Run RT with and without SSL!
>
> >>>>> "SS" == Sven Sternberger <sven.sternberger at desy.de> writes:
>
>SS> today I installed an Apache with SSL support. My Idea
>SS> is to provide both kinds of access to the RequestTracker.
>SS> My problem is that I read that it is not okay to run 2 instances
>SS> of RT on the same Apache-Machine. But now I think I have one instance
>SS> on port 80 and one on port 443. Hope you can send me some advice
>
>Use virtual hosts in apache.  The same instance of apache can handle
>both normal and ssl connections and route them to the same places.
>
>The only place this will "break" in RT is where you need to hard-code
>the base URL into the config.pm file.  You'll have to choose one or
>the other.  Personally, I always access RT via SSL so I can do bug
>tracking, and/or customer support securely from, say a wireless LAN at
>a technical conference 3000 miles from home.
>
>--
>=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
>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/
>
>
>--__--__--
>
>Message: 7
>Date: Mon, 5 Aug 2002 08:40:12 -0700
>From: Jaye Mathisen <mrcpu at internetcds.com>
>To: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Sample code for create a ticket with a child ticket?
>
>My bad, didn't realize that MembersOf really mean Parent, thought it was 
>some other
>secret code thing to signifiy something that I didn't understand.
>
>But Ticket->Addlink works just peachy using MemberOf, and make the link in the
>right spot.
>
>On Sun, Aug 04, 2002 at 12:14:49AM -0700, Jaye Mathisen wrote:
> >
> >
> > RT::Ticket mentions briefly the Refers-to and Referred-by methods, and 
> stuff, but
> > I need to create Parent/Child tickets... (It also has Depends method 
> and a Members method,
> > which I don't know what it does).
> >
> >
> > Essentially, there are some tasks that we have that have 3-4 very 
> consistent regular
> > steps.  And what I'm hoping to do is create a method such that the user 
> can enter
> > in minimal info, and have the parent ticket, and the 3 child tickets 
> created, and
> > linked properly, with the individual child tasks int he right queue's 
> and such.
> >
> > Creating the individual tickets is fine, but not sure how to link them 
> together.  I
> > think I have it figured out manually in teh database, but that would be 
> lame, and
> > a few of the manuals say to not use these RT::Link functions from 
> client code...
> >
> > So if anybody has the 3 lines of code that links ticket 11111 as a 
> child ticket
> > to 22222, it would be appreciated.  (In perl... :)
> >
> >
> >
> > _______________________________________________
> > 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
>
>
>--__--__--
>
>Message: 8
>Date: Mon, 5 Aug 2002 11:26:38 -0700
>From: Grant Miller <grant at pico.apple.com>
>To: rt-users at lists.fsck.com
>Subject: [rt-users] vacation-like function in RT?
>
>
>
>Has anyone written a add-on to RT that deals with ticket owners going on 
>vacation
>and having responses to them be redirected (or CC'ed) to a designated RT user?
>
>We get around it by just re-assigning tickets to someone else while we are 
>out,
>but I think a feature like this would be nice to have.
>
>(I've looked at the contributed code, but didn't see anything that looked like
>it would do the trick).
>
>I will eventually write something like this (and post it to the 
>community), but
>I figured I would ask first so I don't try and reinvent the wheel.
>
>Thanks in advance.
>
>--
>
>-Grant Miller    grant at pico.apple.com
>
>  Unix Systems Admin, Engineering Computer Services, Apple Computer Inc.
>
>
>
>--__--__--
>
>Message: 9
>Date: Tue, 6 Aug 2002 08:29:55 +1000
>From: Phil Homewood <pdh at snapgear.com>
>To: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Bit of tweaking help
>
>Andy Coates wrote:
> > To put it simply, where should I be looking to change the type of
> > creates/updates that are sent to the different levels of requestors?
>
>Configuration->Queues->name->Scrips
>
>
>
>--__--__--
>
>Message: 10
>Date: Tue, 6 Aug 2002 08:33:34 +1000
>From: Phil Homewood <pdh at snapgear.com>
>To: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Q: mailloops w/ rt-2.0.13
>
>Chris J. Mutter wrote:
> > we get a mail loops when some spam-idiots send mail of the form
> >
> > From: bla at sil.at
> > To:   bla at sil.at
> >
> > where bla at sil.at is a forward to the tracker into the queue ``bla''.
>
>The bounce-detection should take care of this. Can you ensure
>that the X-RT-Loop-Prevention header is present and correct in
>the messages that are feeding back into RT? If it is, you've
>found a bug; if not, something might be eating it along the way.
>
>IsRTAddress() in config.pm may also be of some help.
>--
>Phil Homewood, Systems Janitor, www.snapgear.com
>pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
>SnapGear - Custom Embedded Solutions and Security Appliances
>
>
>--__--__--
>
>Message: 11
>Date: Tue, 6 Aug 2002 11:07:22 +1000
>From: Teo de Hesselle <teo.dehesselle at uts.edu.au>
>To: rt-users at lists.fsck.com
>Subject: [rt-users] Crippling database performace
>
>Help! mysql is running like a dog every time RT performs this query:
>
>SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1  LEFT JOIN
>Users as Users_2  ON  Watch
>
>When would RT do this? How can I make this faster?
>
>Mysql shows:
>
>State: Copying to tmp table
>
>I really don't understand enough about RT or mysql to fix this by
>myself....
>
>--
>Teo de Hesselle,                                      It's nice to be loved,
>Unix Systems Administrator,                          but there's a lot to be
>University of Technology, Sydney.                 said for terrified respect
>
>
>--__--__--
>
>Message: 12
>Date: Mon, 5 Aug 2002 19:26:05 -0700 (PDT)
>From: Addison RT <rt_addison at yahoo.com>
>To: rt-users <rt-users at lists.fsck.com>
>Subject: [rt-users] How to start RT in web interface
>
>--0-1417735686-1028600765=:44216
>Content-Type: text/plain; charset=us-ascii
>
>
>Hi all,
>
>I spent more than two weeks to config the web interface. I failed to start 
>the web page of RT as : http://rt.addison1.addisonworld.com.us/rt2/
>
>Can anyone give me a checklist of the related variables for the above 
>hostname & domain name in both 'config.pm' and 'httpd.conf'?
>
>Thanks.
>
>Addison
>
>
>
>---------------------------------
>Do You Yahoo!?
>Yahoo! Health - Feel better, live better
>--0-1417735686-1028600765=:44216
>Content-Type: text/html; charset=us-ascii
>
><P>Hi all,</P>
><P>I spent more than two weeks to config the web interface. I failed to 
>start the web page of RT as :&nbsp;<A 
>href="http://rt.addison1.addisonworld.com.us/rt2/">http://rt.addison1.addisonworld.com.us/rt2/</A></P>
><P>Can anyone give me a&nbsp;checklist of the related variables for the 
>above hostname &amp; domain name in both <EM>'config.pm' </EM>and 
><EM>'httpd.conf</EM>'? </P>
><P>Thanks.</P>
><P>Addison</P><p><br><hr size=1><b>Do You Yahoo!?</b><br>
><a href="http://health.yahoo.com/">Yahoo! Health</a> - Feel better, live 
>better
>--0-1417735686-1028600765=:44216--
>
>
>--__--__--
>
>Message: 13
>Date: Tue, 6 Aug 2002 10:32:10 +0200 (CEST)
>From: Bruce Campbell <bruce_campbell at ripe.net>
>To: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Q: mailloops w/ rt-2.0.13
>
>On Tue, 6 Aug 2002, Phil Homewood wrote:
>
> > Chris J. Mutter wrote:
> > > we get a mail loops when some spam-idiots send mail of the form
> > >
> > > From: bla at sil.at
> > > To:   bla at sil.at
> > >
> > > where bla at sil.at is a forward to the tracker into the queue ``bla''.
> >
> > The bounce-detection should take care of this. Can you ensure
> > that the X-RT-Loop-Prevention header is present and correct in
>
>Preservation of loop detection headers cannot always be counted upon,
>although it makes loop detection _much_ easier.
>
>--
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B             Operations/Security
>
>
>
>--__--__--
>
>Message: 14
>Date: Tue, 6 Aug 2002 12:55:54 +0300
>From: Odhiambo Washington <wash at wananchi.biz>
>To: rt-users <rt-users at lists.fsck.com>
>Cc: rt_addison at yahoo.com
>Subject: Re: [rt-users] How to start RT in web interface
>
>* Addison RT <rt_addison at yahoo.com> [20020806 05:30]: wrote:
> >
> > Hi all,
> >
> > I spent more than two weeks to config the web interface.
> > I failed to start the web page of RT as : 
> http://rt.addison1.addisonworld.com.us/rt2/
> >
> > Can anyone give me a checklist of the related variables for the
> > above hostname & domain name in both 'config.pm' and 'httpd.conf'?
>
>Hello Addison,
>
>
>Normally, you'd follow this tutorial:
>
>http://www.fsck.com/rtfm/article.html?id=2#94
>
>..but in yor situation, you need to modify the zone file for 
>addisonworld.com.us to
>have an entry for rt.
>
>rt.addison1     IN CNAME the_DNS_name_of_server_rt_is_running_on
>
># ndc reload
>
>
>That is one of the steps, obviously not the first. It was my last after I
>configured everything.
>
>Running RT as  http://rt.addison1.addisonworld.com.us/rt2/ would mean that
>there is already a web server handling addison1.addisonworld.com.us, yes???
>Then I really don't see any point why you'd want /rt2.
>Wait.. I am confused here. You can have either rt.domain.name or
>domain.name/rt2 but not both at the same time (I guess).
>
>FIRST, your domain addisonworld.com.us _MUST_ be in DNS!! Right now it is 
>NOT!!
>
>
>If you post the errors you get, then you can get more help.
>
>
>
>         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
>
>++
>``That Ariel Sharon. Boy, he sure is controversial.
>   Most Western countries would have to have a military coup
>   before they enjoyed a leader of that caliber.'' (Sydney Webb)
>
>
>
>--__--__--
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>
>End of rt-users Digest




From cjm at terminal.sil.at  Tue Aug  6 08:02:18 2002
From: cjm at terminal.sil.at (Chris J. Mutter)
Date: Tue, 06 Aug 2002 14:02:18 +0200
Subject: [rt-users] Q: mailloops w/ rt-2.0.13 
In-Reply-To: bruce_campbell's message of Tue, 06 Aug 2002 10:32:10 +0200.
             <Pine.LNX.4.44.0208061022030.26268-100000@x22.ripe.net> 
Message-ID: <200208061202.OAA02039@terminal.sil.at>

hi bruce, others,

> > > we get a mail loops when some spam-idiots send mail of the form
> > >
> > > From: bla at sil.at
> > > To:   bla at sil.at
> > >
> > > where bla at sil.at is a forward to the tracker into the queue ``bla''.
> >
> > The bounce-detection should take care of this. Can you ensure
> > that the X-RT-Loop-Prevention header is present and correct in

jup. the header is present and correct. 

> Preservation of loop detection headers cannot always be counted upon,
> although it makes loop detection _much_ easier.

seems so. so how cold i fix this problem? we get almost once a day spam
with forged headers and its not so easy to restrict it via SMTP cause
some users of rt also send themselves mails out with a role-acount's
email address. we investigated the problem and found that the mail loop
stops when we take out the ``requestor'' as ``watcher'' on those tickets..
but it takes some while to find out what is the _corrupt_ ticket.

i think the problem is somewhere with the ``notify_all_watchers'' function
of rt2 ... (as far as i know a requestor is also a watcher - but there 
should be a check within rt2 to prevent a loop here, or?)

later,
cjm
-- 
SILVER SERVER \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ \\\\\\ \\ \
cjm at sil.at, cjm at enemy.org, neo at bsdger.org   www.sil.at | www.enemy.org
** PGP-Key-ID: 0xA941452D | "Why are we hiding from the police, dad?" -
--------------------------| "Because we use vi, son. They use Emacs".





From bortzmeyer at nic.fr  Tue Aug  6 09:24:29 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Tue, 6 Aug 2002 15:24:29 +0200
Subject: [rt-users] Who is a requestor?
In-Reply-To: <20020806102801.GC74639@ns2.wananchi.com>
References: <20020806102801.GC74639@ns2.wananchi.com>
Message-ID: <20020806132429.GA14366@nic.fr>

On Tue, Aug 06, 2002 at 01:28:01PM +0300,
 Odhiambo Washington <wash at wananchi.biz> wrote 
 a message of 41 lines which said:

> I am trying to look for a way in which when a user creates a ticket via the web UI,
> s/he should either 
> 
> 1. Be made to "Own" the ticket automatically, or
> 
> 2. Be sent a Notify that s/he has a ticket (stupid, because they know it already)
> 
> 
> Really stupid sounding but my web UI users seem to want this ;-)

I believe that the FAQ does not let you much hope:

>Are you taking into account that RT should never mail the person
>performing the action? RT tries to be smart about this. E-mails are
>not sent to the people taking the actions. When you reply to the
>ticket, RT2 will not send you the reply since you are the one
>performing the action, and therefore know about it. It will only
>notify other users affected by that scrip.



From bortzmeyer at nic.fr  Tue Aug  6 09:33:10 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Tue, 6 Aug 2002 15:33:10 +0200
Subject: [rt-users] Bug in email addresses parser? (Was: Still puzzled by user's rights [EUreg #2655]
In-Reply-To: <20020724093806.GA8801@nic.fr>
References: <20020724093806.GA8801@nic.fr>
Message-ID: <20020806133310.GB14366@nic.fr>

On Wed, Jul 24, 2002 at 11:38:06AM +0200,
 Stephane Bortzmeyer <bortzmeyer at nic.fr> wrote 
 a message of 43 lines which said:

> Here, I sent a mail to a ticket and it was refused.
...
> Subject: [EUreg #5] Whois server 
> From: " via RT" <rt-tech at rt.eureg.org>
...
> Transaction: Permission Denied

OK, the problem is apparently in the email addresses parsing (notice
the lack of an user name before "via RT" above). Some messages are
accepted, not all. For instance, this message was registered by RT:

Subject: RE: [ecdiscuss] organization of eu-registry
From: Joe Baptista <baptista at dot-god.com>
To: Patrizio Menchetti <patrizio.menchetti at menchlaw.com>
Cc: <ecdiscuss at ec-pop.org>
Date: Thu, 1 Aug 2002 07:43:15 -0400 (EDT)

while this one was not:

Subject: Re: [ecdiscuss] [marine.chantreau at nic.fr: A washingtonpost.com article from: marine.chantreau at nic.fr]
From: "Patrizio Menchetti" <patrizio.menchetti at menchlaw.com>
Reply-To: patrizio.menchetti at menchlaw.com
To: ecdiscuss at ec-pop.org
Date: Tue, 06 Aug 2002 13:20:38 +0200

I can only assume that the second syntax (with the quotes) for the
From: address, while perfectly legal, was not recognized by RT.




From smylers at gbdirect.co.uk  Tue Aug  6 09:59:56 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Tue, 6 Aug 2002 14:59:56 +0100 (BST)
Subject: [rt-users] Who is a requestor?
In-Reply-To: <20020806132429.GA14366@nic.fr>
Message-ID: <Pine.LNX.4.44.0208061450550.31604-100000@tiger.gbdirect.co.uk>

Stephane Bortzmeyer wrote:

> I believe that the FAQ does not let you much hope:
>
> > Are you taking into account that RT should never mail the person
> > performing the action?

But Wash said he was getting different behaviour between users mailing
in new tickets and users creating them with the web UI.  The above
doesn't explain that, since it indicates that people's actions never
mail themselves.

But that would mean that Autoreply would never work.  The above faq
quote only applies to Notify actions; there's a bunch of grep() calls in
RT::Action::Notify::SetRecipients() which remove the current user.  For
Autoreply actions all the recipients should be included all the time.

[Caveat:  The above was written from my understanding of the code (and
because earlier today I had the urge to write something along the lines
of what Stephane did until I realized I was wrong), but I've never
actually used Autoreply for anything.]

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From smylers at gbdirect.co.uk  Tue Aug  6 10:02:58 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Tue, 6 Aug 2002 15:02:58 +0100 (BST)
Subject: [rt-users] Bug in email addresses parser? (Was: Still puzzled
 by user's rights [EUreg #2655]
In-Reply-To: <20020806133310.GB14366@nic.fr>
Message-ID: <Pine.LNX.4.44.0208061500000.31604-100000@tiger.gbdirect.co.uk>

Stephane Bortzmeyer wrote:

> For instance, this message was registered by RT:
>
> Subject: RE: [ecdiscuss] organization of eu-registry
> From: Joe Baptista <baptista at dot-god.com>
> To: Patrizio Menchetti <patrizio.menchetti at menchlaw.com>
> Cc: <ecdiscuss at ec-pop.org>
> Date: Thu, 1 Aug 2002 07:43:15 -0400 (EDT)
>
> while this one was not:
>
> Subject: Re: [ecdiscuss] [marine.chantreau at nic.fr: A washingtonpost.com article from: marine.chantreau at nic.fr]
> From: "Patrizio Menchetti" <patrizio.menchetti at menchlaw.com>
> Reply-To: patrizio.menchetti at menchlaw.com
> To: ecdiscuss at ec-pop.org
> Date: Tue, 06 Aug 2002 13:20:38 +0200
>
> I can only assume that the second syntax (with the quotes) for the
> From: address, while perfectly legal, was not recognized by RT.

If a message has a Reply-To: header then its contents are used for
identification purposes instead of the From: header.  So in the second
message's case there's just an e-mail address without a friendly name.
But 'RT' should still recognize that, and round here it definitely does
-- we have hundreds of such messages which have successfully entered our
queues.

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From mgoldman at engineering-geeks.net  Tue Aug  6 11:55:46 2002
From: mgoldman at engineering-geeks.net (Michael Goldman)
Date: Tue, 6 Aug 2002 11:55:46 -0400
Subject: [rt-users] disable user creation
Message-ID: <005d01c23d61$ba56d4d0$6601a8c0@Matrix>

Hello, I was wondering if anyone has been able to find a way to disable
the creation of a user when they submit a ticket or just in general. We
recieve a lot of out side e-mail but do not want to allow them access to
the system at all. Also this will help keep the users table smaller for
our purposes. Using the newest release of rt 2.0.14 I believe
 
Thank you,
 
------------------------------------------------------------------------
---------
Michael Goldman
Advanced Services
Charter Communications
 
"The information transmitted is intended only for the person or entity
to which it is addressed and may contain confidential and/or privileged
material. Any review, retransmission, dissemination or other use of, or
taking of any action in reliance upon, this information by persons or
entities other than the intended recipient is prohibited. If you
received this in error, please contact the sender and delete the
material from all computers." 
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From smylers at gbdirect.co.uk  Tue Aug  6 12:09:56 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Tue, 6 Aug 2002 17:09:56 +0100 (BST)
Subject: [rt-users] disable user creation
In-Reply-To: <005d01c23d61$ba56d4d0$6601a8c0@Matrix>
Message-ID: <Pine.LNX.4.44.0208061701230.31604-100000@tiger.gbdirect.co.uk>

Michael Goldman wrote:

> Hello, I was wondering if anyone has been able to find a way to
> disable the creation of a user when they submit a ticket or just in
> general.

It isn't clear whether you want to prevent the ticket from being
created or just not add the user to the system.

When a ticket is to be created from an e-mail that e-mail message must
be stored in the database and must have a valid user associated with it
so as to mentain referential integrity.

If you don't want anybody to be able to create tickets, then remove
the group rights for 'Everybody', and simply gives these rights to the
group of people you do want creating tickets.  This will cause mail from
'outsiders' to bounce back to them with a 'permission denied' message.

If you want anybody to be able to create tickets then anybody could end
up in your user table.  That's the way 'RT' works.

> We recieve a lot of out side e-mail but do not want to allow them
> access to the system at all.

By definition creating a ticket (or being mailed correspondence) is
accessing the system.  If you merely mean that you don't want them to
have web access, then that's simple enough: just don't give them
passwords (which by default 'RT' doesn't do anyway).

> Also this will help keep the users table smaller for our purposes.

Do you have a particular reason for wanting a small users table?

If you really want to have anybody able to create tickets but don't want
them in the user table I guess you could use CanonicalizeAddress in
config.pm to rewrite all non-allowed addresses to the same
pseudo-address.  That would only take up one row in the table.  But I
can't think why you'd want to.

For a start, you wouldn't be able to tell who'd submitted a request.

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From bgeraldo at sockeye.com  Tue Aug  6 12:25:13 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Tue, 06 Aug 2002 12:25:13 -0400
Subject: [rt-users] Modifying the IfPriotiyExceeds ScripCondition
Message-ID: <3D4FF869.C4F2E60D@sockeye.com>

I would like to modify the IfPriotiyExceeds ScripCondition so that it
also checks if the Ticket transaction performed was a Comment or
Correspondence.  The following is the conditional statement from actual
code:

if ($self->TicketObj->Priority > $self->Argument)  {
        return(1);
    }
    else {
        return(undef);
    }

I'm pretty sure all I need to do is add "OR" statement, but how to
I test the type of Ticket transaction?

Thanks for any help.

--
Bolivar Geraldo (Junior)
NOC Analyst






From wash at wananchi.biz  Tue Aug  6 12:42:21 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Tue, 6 Aug 2002 19:42:21 +0300
Subject: [rt-users] Who is a requestor?
In-Reply-To: <Pine.LNX.4.44.0208061450550.31604-100000@tiger.gbdirect.co.uk>
References: <20020806132429.GA14366@nic.fr> <Pine.LNX.4.44.0208061450550.31604-100000@tiger.gbdirect.co.uk>
Message-ID: <20020806164221.GI59502@ns2.wananchi.com>

* Smylers <smylers at gbdirect.co.uk> [20020806 17:06]: wrote:
> Stephane Bortzmeyer wrote:
> 
> > I believe that the FAQ does not let you much hope:
> >
> > > Are you taking into account that RT should never mail the person
> > > performing the action?
> 
> But Wash said he was getting different behaviour between users mailing
> in new tickets and users creating them with the web UI.  The above
> doesn't explain that, since it indicates that people's actions never
> mail themselves.

The interesting thing is that these web UI users are saying that they used
to get a mail in their mailbox when they created a ticket. I am not sure
if I changed this by upgrading to 2.0.14 recently. I did make some changes,
like abolishing all Global Scrips and assigning scrips on a per queue basis.
One queue (the one they are using mostly) has all the scrips that I had used
globally previously:


1. OnCreate AutoreplyToRequestors with template Autoreply
2. OnCreate NotifyAllWatchers with template Notify
3. OnCreate NotifyAdminCcs with template Transaction
4. OnCorrespond Notify-CORRESP/ATTACH-Requestor,Cc with template Correspondence
5. OnCorrespond NotifyOtherRecipients with template Correspondence
6. OnOwnerChange NotifyOwner with template Transaction
7. OnResolve NotifyRequestors with template Resolved
8. OnComment NotifyOtherRecipientsAsComment with template Correspondence



Thanks guys for helping me agonize over this ;-)



        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

++
``That Ariel Sharon. Boy, he sure is controversial.
  Most Western countries would have to have a military coup
  before they enjoyed a leader of that caliber.'' (Sydney Webb)



From mgoldman at engineering-geeks.net  Tue Aug  6 14:41:52 2002
From: mgoldman at engineering-geeks.net (Michael Goldman)
Date: Tue, 6 Aug 2002 14:41:52 -0400
Subject: [rt-users] disable user creation
In-Reply-To: <Pine.LNX.4.44.0208061701230.31604-100000@tiger.gbdirect.co.uk>
Message-ID: <007701c23d78$eedd0ff0$6601a8c0@Matrix>

I guess I'm just use to the RT 1 way of handleing things, where anybody
would submit a ticket but they wouldn't actually be placed into the
users table. Basically the idea for having a small user table, is so we
can search through it very quickly to add users and remove users as that
becomes required.

We are going to be using this for a ticket program for
postmaster/hostmaster issues where we get around 10,000 e-mails a day
(mostly spam, but none-the-less).

Thank you. 

Michael




From rich+rt at lafferty.ca  Tue Aug  6 15:12:49 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 6 Aug 2002 15:12:49 -0400
Subject: [rt-users] disable user creation
In-Reply-To: <007701c23d78$eedd0ff0$6601a8c0@Matrix>; from mgoldman@engineering-geeks.net on Tue, Aug 06, 2002 at 02:41:52PM -0400
References: <Pine.LNX.4.44.0208061701230.31604-100000@tiger.gbdirect.co.uk> <007701c23d78$eedd0ff0$6601a8c0@Matrix>
Message-ID: <20020806151249.B6458@lafferty.ca>

On Tue, Aug 06, 2002 at 02:41:52PM -0400, Michael Goldman <mgoldman at engineering-geeks.net> wrote:
> I guess I'm just use to the RT 1 way of handleing things, where anybody
> would submit a ticket but they wouldn't actually be placed into the
> users table. Basically the idea for having a small user table, is so we
> can search through it very quickly to add users and remove users as that
> becomes required.
> 
> We are going to be using this for a ticket program for
> postmaster/hostmaster issues where we get around 10,000 e-mails a day
> (mostly spam, but none-the-less).

But that's how it's *meant* to work, with users being created
automatically.  They don't get any extra privileges -- a record of
requestors has to go *somewhere*. Privileged users are always listed
separately where possible to make management easy. You *don't* have
to add users and remove users from the 10,000 if you don't want to.

In other words, I don't understand why you think what RT does is
incorrect (and I lean heavily toward it being correct).
 
Perhaps you're solving the wrong problem, and need to put spamassassin
or similar in front of RT?

  -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 pdh at snapgear.com  Tue Aug  6 23:17:05 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 7 Aug 2002 13:17:05 +1000
Subject: [rt-users] Q: mailloops w/ rt-2.0.13
In-Reply-To: <200208061202.OAA02039@terminal.sil.at>
References: <Pine.LNX.4.44.0208061022030.26268-100000@x22.ripe.net> <200208061202.OAA02039@terminal.sil.at>
Message-ID: <20020807031705.GJ456@luggage>

Chris J. Mutter wrote:
> > > The bounce-detection should take care of this. Can you ensure
> > > that the X-RT-Loop-Prevention header is present and correct in
> 
> jup. the header is present and correct. 

OK. You have a bug. (I assume you checked the email as received
by RT, not as sent?)

> i think the problem is somewhere with the ``notify_all_watchers'' function
> of rt2 ... (as far as i know a requestor is also a watcher - but there 
> should be a check within rt2 to prevent a loop here, or?)

Well, as a kind of workaround, you could grab Bruce's AutoReplySquelch
ScripAction from the contrib area and use it in place of Autoreply;
but that's just hiding the bug. We really need to know why RT is
sending out email in response to an email containing a correct
X-RT-Loop-Prevention header.

Can you grab the full headers from the message as seen by RT, and
run them through "cat -e"? (Someone recently reported extraneous
spaces at the end of header fields; this could cause your problem.
See http://lists.fsck.com/pipermail/rt-devel/2002-July/002482.html
for a patch, but once again, this is a kluge, we really should work
out what's putting spaces there -- if this /is/ your problem.

Jesse: Is it worth adding Gavin's one line patch (URL above) to
the core as a kind of "safety net" while this issue is causing
problems?
-- 
Phil Homewood, Systems Janitor, www.snapgear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From sven.sternberger at desy.de  Wed Aug  7 06:55:45 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 07 Aug 2002 12:55:45 +0200
Subject: [rt-users] Bug/problem in 2.0.14 with PerlFreshRestart!
Message-ID: <1028717746.27175.61.camel@zitpcx3298>

Hi!

I installed last weekend, 2.0.14 and Mason1.1201 and get a lot
of troubles. The problem is that i couldn?t authentificate in
RT, if I turned off "PerlFreshRestart". 

I get the login mask, but after
submit, nothings happend, not even a message about incorrect 
password/login

If I enable it, i come into trouble with my installation. I run two
independant RT installations on the machine. But when I turn on
"PerlFreshRestart" the second instance, shows an error message and in
the log I could read 

This works in 2.0.13 with Mason 1.05. My quick solution was to downgrade
to Mason 1.0.5. 

Something I don?t understand is that when I installed Mason1.1201
and run the CPAN-Shell and let me show with r all outdated modeules,
there was Mason::Apache::Handler, when I tried to force the install, the
CPAN module automically downgrades to Mason1.0.5

bye
-- 
Sven Sternberger                     Tel.: +49 (0) 40 8998 4397
Desy                                 Email: sven.sternberger at desy.de
Notkestr. 85
D-22607 Hamburg




From christopher_a_watson at hotmail.com  Wed Aug  7 08:13:31 2002
From: christopher_a_watson at hotmail.com (Chris Watson)
Date: Wed, 07 Aug 2002 13:13:31 +0100
Subject: [rt-users] cc On Change of Queue
Message-ID: <F18fHl5NecldIMkMPb10000dbf2@hotmail.com>

Lets say I have two queues, called general and tetra.

There is a watcher on general, and a ticket comes than should really be 
queued in tetra queue.  If the ticket is moved, the cc or watcher on the 
queue tetra doesn't find out that a ticket has been logged under the tetra 
queue.

Could anyone point me in the direction of a resolution to this problem 
please?

Thanks

Chris


_________________________________________________________________
MSN Photos is the easiest way to share and print your photos: 
http://photos.msn.com/support/worldwide.aspx




From maniezhilan at naturesoft.net  Wed Aug  7 11:45:12 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Wed, 07 Aug 2002 21:15:12 +0530
Subject: [rt-users] Script Requirements
Message-ID: <3D514088.E7C2B398@naturesoft.net>

Hi all,

Can anybody help me out, in this issue?

What is the minimum scrip required for the normal operation of RT.

With Regards,
Mani
-------------- next part --------------
An embedded message was scrubbed...
From: Smylers <smylers at gbdirect.co.uk>
Subject: Re: [rt-users] disable user creation
Date: Tue, 6 Aug 2002 17:09:56 +0100 (BST)
Size: 4453
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020807/d6bff2d3/attachment.eml>

From smylers at gbdirect.co.uk  Wed Aug  7 08:34:02 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Wed, 7 Aug 2002 13:34:02 +0100 (BST)
Subject: [rt-users] cc On Change of Queue
In-Reply-To: <F18fHl5NecldIMkMPb10000dbf2@hotmail.com>
Message-ID: <Pine.LNX.4.44.0208071331200.11082-100000@tiger.gbdirect.co.uk>

Chris Watson wrote:

> ... If the ticket is moved ...

You were _so_ close with the subject of the mail.  The action you want
is OnQueueChange.  Search the archives and/or contrib for it.

> Could anyone point me in the direction of a resolution to this problem
> please?

Once you've got the action you can create scrips using it like you would
for any other action.

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From bortzmeyer at nic.fr  Wed Aug  7 09:21:55 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Wed, 7 Aug 2002 15:21:55 +0200
Subject: [rt-users] Bug in email addresses parser? (Was: Still puzzled by user's rights [EUreg #2655]
In-Reply-To: <Pine.LNX.4.44.0208061500000.31604-100000@tiger.gbdirect.co.uk>
References: <20020806133310.GB14366@nic.fr> <Pine.LNX.4.44.0208061500000.31604-100000@tiger.gbdirect.co.uk>
Message-ID: <20020807132155.GB25492@nic.fr>

On Tue, Aug 06, 2002 at 03:02:58PM +0100,
 Smylers <smylers at gbdirect.co.uk> wrote 
 a message of 40 lines which said:

> If a message has a Reply-To: header then its contents are used for
> identification purposes instead of the From: header.

Fair enough.

> message's case there's just an e-mail address without a friendly name.
> But 'RT' should still recognize that, and round here it definitely does
> queues.

But it does not :-(



From khera at kcilink.com  Wed Aug  7 10:05:12 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 7 Aug 2002 10:05:12 -0400
Subject: [rt-users] Bug/problem in 2.0.14 with PerlFreshRestart!
In-Reply-To: <1028717746.27175.61.camel@zitpcx3298>
References: <1028717746.27175.61.camel@zitpcx3298>
Message-ID: <15697.10520.555931.515283@onceler.kciLink.com>

>>>>> "SS" == Sven Sternberger <sven.sternberger at desy.de> writes:

SS> Something I don?t understand is that when I installed Mason1.1201
SS> and run the CPAN-Shell and let me show with r all outdated modeules,
SS> there was Mason::Apache::Handler, when I tried to force the install, the
SS> CPAN module automically downgrades to Mason1.0.5

If you look at the output of the "r" command, you'll see the version
numbers.  Numerically, the one in 1.05 is "newer" than the one in
1.1201.  There is a discussion about this on the mason devel list.
There is no good solution today for it.



From bruce_campbell at ripe.net  Wed Aug  7 10:24:58 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 7 Aug 2002 16:24:58 +0200 (CEST)
Subject: [rt-users] Bug/problem in 2.0.14 with PerlFreshRestart!
In-Reply-To: <15697.10520.555931.515283@onceler.kciLink.com>
Message-ID: <Pine.LNX.4.44.0208071623060.25897-100000@x22.ripe.net>

On Wed, 7 Aug 2002, Vivek Khera wrote:

> >>>>> "SS" == Sven Sternberger <sven.sternberger at desy.de> writes:
>
> SS> Something I don?t understand is that when I installed Mason1.1201
> SS> and run the CPAN-Shell and let me show with r all outdated modeules,
> SS> there was Mason::Apache::Handler, when I tried to force the install, the
> SS> CPAN module automically downgrades to Mason1.0.5
>
> If you look at the output of the "r" command, you'll see the version
> numbers.  Numerically, the one in 1.05 is "newer" than the one in
> 1.1201.  There is a discussion about this on the mason devel list.
> There is no good solution today for it.

Apart from the Mason developers releasing the intended '1.12.01', rather
than the broken version numbering '1.1201'.  Theres a lot in a dot.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From christopher_a_watson at hotmail.com  Wed Aug  7 11:48:00 2002
From: christopher_a_watson at hotmail.com (Chris Watson)
Date: Wed, 07 Aug 2002 16:48:00 +0100
Subject: [rt-users] cc On Change of Queue
Message-ID: <F23khet6EUOHEmaZRHF00001bbd@hotmail.com>

Thanks, this has solved the problem.

>You were _so_ close with the subject of the mail.  The action you want
>is OnQueueChange.  Search the archives and/or contrib for it.


_________________________________________________________________
Join the world?s largest e-mail service with MSN Hotmail. 
http://www.hotmail.com




From Dave.Ewart at cancer.org.uk  Wed Aug  7 11:50:01 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Wed, 7 Aug 2002 16:50:01 +0100
Subject: [rt-users] Apache authentication, then RT authentication?
Message-ID: <20020807155001.GM10334@nemesis.ox.icnet.uk>

Found something odd ... I re-configured RT and Apache so that
$WebExternalAuth was set and created a local password file for Apache to
use.  Restarted Apache etc.

This is what happens:

1. Open http://.../rt2/ and receive popup browser password prompt as
expected;

2. On entering username/password correctly, I get dumped at the RT login
screen - asking for username and password as it used to before I enable
$WebExternalAuth.  (RT works normally once entering after entering this
username/password BTW)

Why does (2) happen?  Doesn't the use of $WebExternalAuth negate the
need for the RT login and password?  I edited the code in
WebRT/html/Elements/Header to show the value of REMOTE_USER and it is
definitely set to the right value.  What's gone wrong?

I am using version 2.0.11 which has been tweaked a little, but not in
any way that I would have thought would cause the above behaviour.

Any hints?

Dave.

-- 
Dave Ewart
Dave.Ewart at cancer.org.uk
Computing Manager, Epidemiology Unit, Oxford
Cancer Research UK
PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370




From christopher_a_watson at hotmail.com  Wed Aug  7 11:58:56 2002
From: christopher_a_watson at hotmail.com (Chris Watson)
Date: Wed, 07 Aug 2002 16:58:56 +0100
Subject: [rt-users] tickets keep being created in general queue
Message-ID: <F36O9lAj5O9fxmhZYCR000230d2@hotmail.com>

I think I have done enough to get tickets created in a queue called 
webblocker but they end up in general.

I have;
create q and configged the addresses.
added appropriate alias (postfix & rt-mailgate) in /etc/aliases, newaliases, 
restart.
global|group|everyone create-ticket created.


But they end in general, and the autoreply comes from general also.

Any ideas?


_________________________________________________________________
Send and receive Hotmail on your mobile device: http://mobile.msn.com




From iypoon at mail.com  Wed Aug  7 12:53:30 2002
From: iypoon at mail.com (Crazy Diamond)
Date: Wed, 07 Aug 2002 11:53:30 -0500
Subject: [rt-users] having trouble logging into RT system
Message-ID: <20020807165330.94223.qmail@mail.com>

Who is the default user/administrator for the RT system? I think i might have screwed something up when i didn't initially provide a password for rt_user during the makefile install.  And is there any way to fix it by manually adding a new user to the database?
-- 
__________________________________________________________
Sign-up for your own FREE Personalized E-mail at Mail.com
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From mcox at latte.harvard.edu  Wed Aug  7 13:34:07 2002
From: mcox at latte.harvard.edu (Matthew P. Cox)
Date: 07 Aug 2002 13:34:07 -0400
Subject: [rt-users] Better error message for denied postings
Message-ID: <1028741647.3063.20.camel@memnoch.fas.harvard.edu>

I'm in a situation where a good number of my supported users have more
than one (valid) email addresses that they use from their workstation.
What is happening is that they submit a request with one address and
then attempt to reply from another. When that fails they open a new
request. 

Since I don't have them time to attempt to stamp out multiple addresses
on every Windows box: I'm trying to pass back a more descriptive error
message than "Permission Denied" to the user.

I've spent some time going through the various RT libraries, but as I
don't have a good understanding of RT's inner workings: I've been unable
to determine which "Permission Denied" message is the correct one to
change.

Can anyone point me in the right direction?

TIA,
Matt

-- 
Matthew Cox
System Administrator / Programmer
Harvard-MIT Data Center
Harvard University
mcox at latte.harvard.edu
(617) 384-9253




From mmoorcroft at mail.arc.nasa.gov  Wed Aug  7 13:39:22 2002
From: mmoorcroft at mail.arc.nasa.gov (Mark Moorcroft)
Date: Wed, 7 Aug 2002 10:39:22 -0700
Subject: [rt-users] OSX Server
Message-ID: <p05111a00b9770a8375cb@[192.168.0.30]>

I posted a couple of weeks ago about getting RT running under OSX 
Server. We are still battling with getting Apache2, mod_perl, php and 
friends compiled under OSX. The scuttlebutt on usenet seems to be 
that nobody has this working. There are lots of complaints and 
questions, but no real solutions. I am just wondering if anyone on 
this list is actually running RT on OSX?

--MM

-- 



******************************************
Mark Moorcroft
Macintosh Systems Administrator
ELORET Corp.
NASA Ames Research Center
Moffet Field, CA 94035-1000
M/S 234-1
Phone:	650-604-4784
Fax:	650-604-0487
mailto:mmoorcroft at mail.arc.nasa.gov
http://www.eloret.com/

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



From mbates at gci.net  Wed Aug  7 13:58:31 2002
From: mbates at gci.net (Mike Bates)
Date: Wed, 07 Aug 2002 09:58:31 -0800
Subject: [rt-users] Installing RT on Oracle
Message-ID: <5.1.1.6.2.20020807095747.00b97b50@email.alaska.edu>

The documentation talks about using Oracle, are there any directions for 
doing an installation on Oracle??

Thanks
Mike

-- 
Michael W. Bates
Fairbanks, AK 99708
Email: mailto:mbates at gci.net




From iypoon at mail.com  Wed Aug  7 13:52:15 2002
From: iypoon at mail.com (Crazy Diamond)
Date: Wed, 07 Aug 2002 12:52:15 -0500
Subject: [rt-users] having trouble logging into RT system
Message-ID: <20020807175215.11408.qmail@mail.com>

Who is the default user/administrator for the RT system? I think i might have screwed something up when i didn't initially provide a password for rt_user during the makefile install.  And is there any way to fix it by manually adding a new user to the database?

Also, does anyone have a demo of RT up that people can take a look at? I actually want to see if installing this pain in the arse is actually worth it :) (looks real nice in the screenshots though)
-- 
__________________________________________________________
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From iypoon at mail.com  Wed Aug  7 14:14:27 2002
From: iypoon at mail.com (Crazy Diamond)
Date: Wed, 07 Aug 2002 13:14:27 -0500
Subject: [rt-users] having trouble logging into RT system
Message-ID: <20020807181427.40275.qmail@mail.com>

Unfortunately, that didn't work... Is there anyway to manually add users?  Is the default user rt_user?  


----- Original Message -----
From: Glenn Sieb <ges at lumeta.com>
Date: Wed, 07 Aug 2002 14:07:13 -0400
To: "Crazy Diamond" <iypoon at mail.com>
Subject: Re: [rt-users] having trouble logging into RT system


> Try root with no password.
> 
> G.
> 
> On 12:52 PM 8/7/2002 -0500, Crazy Diamond wrote:
> >Who is the default user/administrator for the RT system? I think i might 
> >have screwed something up when i didn't initially provide a password for 
> >rt_user during the makefile install.  And is there any way to fix it by 
> >manually adding a new user to the database?
> >
> >Also, does anyone have a demo of RT up that people can take a look at? I 
> >actually want to see if installing this pain in the arse is actually worth 
> >it :) (looks real nice in the screenshots though)
> >--
> >__________________________________________________________
> >Sign-up for your own FREE Personalized E-mail at Mail.com
> >http://www.mail.com/?sr=signup
> >
> >Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join.
> >http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59
> >
> >
> >_______________________________________________
> >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
> 
> ---
> Glenn E. Sieb
> System Administrator
> Lumeta Corporation
> +1 732 357-3514 (V)
> +1 732 564-0731 (Fax)
> 
> 

-- 
__________________________________________________________
Sign-up for your own FREE Personalized E-mail at Mail.com
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From rick.rezinas at qsent.com  Wed Aug  7 14:23:50 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Wed, 7 Aug 2002 11:23:50 -0700
Subject: [rt-users] having trouble logging into RT system
In-Reply-To: <20020807181427.40275.qmail@mail.com>
References: <20020807181427.40275.qmail@mail.com>
Message-ID: <20020807182350.GQ21366@yeti.qsent.com>

root/password I think

On Wed, 07 Aug 2002, Crazy Diamond wrote:

> Unfortunately, that didn't work... Is there anyway to manually add users?  Is the default user rt_user?  
> 
> 
> ----- Original Message -----
> From: Glenn Sieb <ges at lumeta.com>
> Date: Wed, 07 Aug 2002 14:07:13 -0400
> To: "Crazy Diamond" <iypoon at mail.com>
> Subject: Re: [rt-users] having trouble logging into RT system
> 
> 
> > Try root with no password.
> > 
> > G.
> > 
> > On 12:52 PM 8/7/2002 -0500, Crazy Diamond wrote:
> > >Who is the default user/administrator for the RT system? I think i might 
> > >have screwed something up when i didn't initially provide a password for 
> > >rt_user during the makefile install.  And is there any way to fix it by 
> > >manually adding a new user to the database?
> > >
> > >Also, does anyone have a demo of RT up that people can take a look at? I 
> > >actually want to see if installing this pain in the arse is actually worth 
> > >it :) (looks real nice in the screenshots though)
> > >--
> > >__________________________________________________________
> > >Sign-up for your own FREE Personalized E-mail at Mail.com
> > >http://www.mail.com/?sr=signup
> > >
> > >Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join.
> > >http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59
> > >
> > >
> > >_______________________________________________
> > >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
> > 
> > ---
> > Glenn E. Sieb
> > System Administrator
> > Lumeta Corporation
> > +1 732 357-3514 (V)
> > +1 732 564-0731 (Fax)
> > 
> > 
> 
> -- 
> __________________________________________________________
> Sign-up for your own FREE Personalized E-mail at Mail.com
> http://www.mail.com/?sr=signup
> 
> Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. 
> http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59
> 
> 
> _______________________________________________
> 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

--
Rick Rezinas  503-889-7091
Unix Systems Administrator
Qsent, Inc.


When Gladstone was British Prime Minister he visited Michael Faraday's
laboratory and asked if some esoteric substance called `Electricity'
would ever have practical significance.
"One day, sir, you will tax it," was the answer.
					        	-- Science, 1994




From bruce_campbell at ripe.net  Wed Aug  7 14:29:16 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 7 Aug 2002 20:29:16 +0200 (CEST)
Subject: [rt-users] having trouble logging into RT system
In-Reply-To: <20020807175215.11408.qmail@mail.com>
Message-ID: <Pine.LNX.4.44.0208072025490.32575-100000@x22.ripe.net>

On Wed, 7 Aug 2002, Crazy Diamond wrote:

> Who is the default user/administrator for the RT system? I think i might
> have screwed something up when i didn't initially provide a password for
> rt_user during the makefile install.  And is there any way to fix it by
> manually adding a new user to the database?

The 'rt_user' is the username that RT presents to your SQL server.  If you
did not set a password for rt_user, be sure to have a blank string ('') in
config.pm's mention of '$DatabasePassword'.

In RT itself, users and passwords are completely seperate to any other
usernames and passwords that you may have, and also different from SQL
usernames and password.  By default, there is one useful user created,
being 'root' with a password of 'password'.

Once you've logged into RT using this, you can add other RT users.

> Also, does anyone have a demo of RT up that people can take a look at? I
> actually want to see if installing this pain in the arse is actually
> worth it :) (looks real nice in the screenshots though) --

http://www.fsck.com/rt2/ with a username and password of 'guest'.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From bruce_campbell at ripe.net  Wed Aug  7 14:32:55 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 7 Aug 2002 20:32:55 +0200 (CEST)
Subject: [rt-users] Installing RT on Oracle
In-Reply-To: <5.1.1.6.2.20020807095747.00b97b50@email.alaska.edu>
Message-ID: <Pine.LNX.4.44.0208072030290.32575-100000@x22.ripe.net>

On Wed, 7 Aug 2002, Mike Bates wrote:

> The documentation talks about using Oracle, are there any directions for
> doing an installation on Oracle??

Paging Bryon O'Brien.  Oracle installation help needed in aisle #23 ;)

In recent (June) mail this chap admits to having gotten RT (mostly?)
working with Solaris and Oracle 9i.  As I understand it, you'll need to
create the tables manually, but everything else should be fine.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security






From bruce_campbell at ripe.net  Wed Aug  7 14:38:46 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 7 Aug 2002 20:38:46 +0200 (CEST)
Subject: [rt-users] OSX Server
In-Reply-To: <p05111a00b9770a8375cb@[192.168.0.30]>
Message-ID: <Pine.LNX.4.44.0208072033100.32575-100000@x22.ripe.net>

On Wed, 7 Aug 2002, Mark Moorcroft wrote:

> I posted a couple of weeks ago about getting RT running under OSX
> Server. We are still battling with getting Apache2, mod_perl, php and
> friends compiled under OSX. The scuttlebutt on usenet seems to be
> that nobody has this working. There are lots of complaints and
> questions, but no real solutions. I am just wondering if anyone on
> this list is actually running RT on OSX?

You may wish to install portions of fink (fink.sourceforge.net), at least
for apache installation.  We're finding it useful for our xserv, although
RT is not going to be running on it.  Cute-looking case though.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From bruce_campbell at ripe.net  Wed Aug  7 14:42:22 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 7 Aug 2002 20:42:22 +0200 (CEST)
Subject: [rt-users] Better error message for denied postings
In-Reply-To: <1028741647.3063.20.camel@memnoch.fas.harvard.edu>
Message-ID: <Pine.LNX.4.44.0208072039210.32575-100000@x22.ripe.net>

On 7 Aug 2002, Matthew P. Cox wrote:

> I'm in a situation where a good number of my supported users have more
> than one (valid) email addresses that they use from their workstation.
>
> Since I don't have them time to attempt to stamp out multiple addresses
> on every Windows box: I'm trying to pass back a more descriptive error
> message than "Permission Denied" to the user.

Perhaps the question is 'why are they getting Permission denied'?  In the
suggested RT installation, the group 'Everyone' has permission to Create
and to Reply to Tickets (to be applied per queue), so it doesn't matter if
they use an alternative email address (apart from getting a copy back).

This is dealt with in Configuration->Queues->name of queue->Groups .

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From bruce_campbell at ripe.net  Wed Aug  7 14:44:17 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 7 Aug 2002 20:44:17 +0200 (CEST)
Subject: [rt-users] tickets keep being created in general queue
In-Reply-To: <F36O9lAj5O9fxmhZYCR000230d2@hotmail.com>
Message-ID: <Pine.LNX.4.44.0208072042410.32575-100000@x22.ripe.net>

On Wed, 7 Aug 2002, Chris Watson wrote:

> I think I have done enough to get tickets created in a queue called
> webblocker but they end up in general.
>
> I have;
> create q and configged the addresses.
> added appropriate alias (postfix & rt-mailgate) in /etc/aliases, newaliases,
> restart.
> global|group|everyone create-ticket created.
>
> But they end in general, and the autoreply comes from general also.

Could you quote (to the list) the aliases for both your 'general' and
'weblocker' queues?  I suspect that you've copied and pasted the
rt-mailgate line for general, but neglected to change the argument to
--queue to point to the right queue.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From rich+rt at lafferty.ca  Wed Aug  7 14:50:38 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 7 Aug 2002 14:50:38 -0400
Subject: [rt-users] Better error message for denied postings
In-Reply-To: <1028741647.3063.20.camel@memnoch.fas.harvard.edu>; from mcox@latte.harvard.edu on Wed, Aug 07, 2002 at 01:34:07PM -0400
References: <1028741647.3063.20.camel@memnoch.fas.harvard.edu>
Message-ID: <20020807145038.A29960@lafferty.ca>

On Wed, Aug 07, 2002 at 01:34:07PM -0400, Matthew P. Cox <mcox at latte.harvard.edu> wrote:
> I'm in a situation where a good number of my supported users have more
> than one (valid) email addresses that they use from their workstation.
> What is happening is that they submit a request with one address and
> then attempt to reply from another. When that fails they open a new
> request. 

Hrm, why don't you allow them to reply from another? It'll still go
into the same ticket. Just grant the ReplyToTicket privilege to
Everyone. We do that (and CommentOnTicket!) and have never had toes
stepped on because of it.

Cheers,

  -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 andy at petdance.com  Wed Aug  7 14:46:17 2002
From: andy at petdance.com (Andy Lester)
Date: Wed, 7 Aug 2002 13:46:17 -0500
Subject: [rt-users] Importing from Mantis
Message-ID: <20020807184617.GA15373@petdance.com>

I just made the switch from Mantis (mantisbt.sf.net) to RT, and I'm
loving RT more and more every day.  To switch over, I had to write a
convert script which I present below.  Use it as you like.

xoxo,
Andy


#!/usr/bin/perl -w
#$Id: import-mantis,v 1.18 2002/08/02 01:51:19 alester Exp $

# import-mantis
# Created by: Andy Lester <andy at petdance.com>
# Hacked from Jesse's import-gnats script
#
# Please go thru and change all the values to what's appropriate.

use strict;
use Carp qw( cluck confess );

my $EMAILDOMAIN = "flr.follett.com"; # user_id at EMAILDOMAIN for missing RT1 emails
my $DEFAULTQUEUE = 'general'; # Qeuue to put tickets from deleted queues in.

# IF YOU DO NOT SET THE ABOVE VALUE TO A VALID QUEUE NAME, YOUR IMPORT WILL
# FAIL AND YOU'LL BE REALLY REALLY UNHAPPY.

# Mantis DB variables
my $dbname = "bugtracker";
my $dbuser = "root";
my $dbpass = "fish";

my $Debug = 1;

our %mantis_name_by_id;


# Replace this with the path to your RT lib directory
use lib "/usr/local/rt2/lib/";

# Replace this with the path to your RT etc directory
use lib "/usr/local/rt2/etc/";

use Data::Dumper;
use RT::Interface::CLI qw( CleanEnv LoadConfig DBConnect GetCurrentUser GetMessageContent );
use Date::Format;
use MIME::Entity;
use Mail::Internet;
use MIME::Parser;
use RT::User;
use RT::Queue;
use RT::Ticket;
use RT::Transaction;
warn "Loaded modules\n";
#Clean out all the nasties from the environment
CleanEnv();
warn "CleanEnv() done\n";

#Load etc/config.pm and drop privs
LoadConfig();
warn "LoadConfig() done\n";

# This is an inlined version of RT::Init(). 
# Calling RT::Init() would lock up, but pulling the guts out here
# worked.  I don't know why.
use RT;
    #Get a database connection
    $RT::Handle = new RT::Handle($RT::DatabaseType);
    $RT::Handle->Connect();
    
    #RT's system user is a genuine database user. its id lives here
    $RT::SystemUser = new RT::CurrentUser();
    $RT::SystemUser->LoadByName('RT_System');
    
    #RT's "nobody user" is a genuine database user. its ID lives here.
    $RT::Nobody = new RT::CurrentUser();
    $RT::Nobody->LoadByName('Nobody');

warn "Did DBConnect();\n";

# Mantis-specific handle
our $dbh = 
    DBI->connect( 
	"DBI:mysql:host=localhost;database=$dbname",
	$dbuser, $dbpass,
	{PrintError => 0, RaiseError => 1}
    );
warn "Created Mantis DBH\n";

# Returns a queue object based on a Mantis project name
sub get_queue {
    my $name = shift;

    my $queue = new RT::Queue($RT::SystemUser);
    $queue->Load($name);

    my ($val,$msg);
    unless ($queue->Id) {
	($val, $msg) =
	    $queue->Create( 
		Name => $name, 
		Description => $name . " imported from Mantis",
		CorrespondAddress => $name.'@'. $EMAILDOMAIN ); 
	warn "Fired up the RT queue $name\n";
    }


    unless ($queue->Id) {
	die "Couldn't create a queue called '$name'\n$msg";
    } 

    return $queue;
}
 


IMPORT_USERS: {
    my $sql = q{
	select  id, username, email
        from	mantis_user_table
    };
    my $sth = $dbh->prepare( $sql ) or die;
    $sth->execute() or die; 

    my $root = new RT::User($RT::SystemUser);
    $root->Load('root');
    
    while ( my $row = $sth->fetchrow_hashref ) {
	my $name = $row->{username};
	my $result = $root->Create( 
	    Name => $name,
	    RealName => $name,
	    Gecos => $name,
	    EmailAddress => $row->{email},
	    Privileged => 1,
	);
	$mantis_name_by_id{ $row->{id} } = $name;

	warn "Created $name: $result\n";
    }
    $sth->finish;
}


# Import all the top-level bugs
IMPORT_BUGS: {
    my $sql = q{
	select 	B.*, T.*, P.name as project_name
	from	mantis_bug_table B, mantis_bug_text_table T, mantis_project_table P
	where	B.id = T.id
		    and
		    P.id = B.project_id
	order by B.id
    };
    my $sth = $dbh->prepare( $sql ) or die;
    $sth->execute() or die; 

    while ( my $row = $sth->fetchrow_hashref ) {
	my $ticket = bug_to_ticket( $row );
    }
    $sth->finish;
}


# Import all the notes
IMPORT_NOTES: {
    my $sql = q{
	select 	*	
	from	mantis_bugnote_table N, mantis_bugnote_text_table T
	where	N.id = T.id
        order by bug_id
    };
    my $sth = $dbh->prepare( $sql ) or die;
    $sth->execute() or die; 

    while ( my $row = $sth->fetchrow_hashref ) {
	my $id = $row->{bug_id};
	my $ticket = new RT::Ticket( $RT::SystemUser );
	if ( $ticket->Load( $id ) ) {
	    my $email = username_from_mantis_id( $row->{reporter_id} );
	    add_comment( $ticket, $email, $row->{note}, $row->{date_submitted} );
	    warn "Attached to bug $id\n";
	} else {
	    warn "***>>> Couldn't load $id";
	}
    }
    $sth->finish;
}

sub bug_to_ticket {
    my $bug = shift;

    my $queue = get_queue( $bug->{project_name} );

    my $ticket = new RT::Ticket( $RT::SystemUser );

    my $status = status_convert( $bug->{status} );
    my ($id,$error);

{   # Needed a more verbose dump if anything went wrong here.
    local $SIG{__WARN__} = \&confess;
    ($id,$error) = 
	$ticket->Import(
	    id => 	$bug->{id},
	    Subject => 	clean( $bug->{summary} ),
	    Queue => 	$queue->id,
	    Priority =>	$bug->{priority},
	    Status => 	$status,
	);
}

    warn $error unless $id;
    warn "Created ticket #$id as $status\n" if $id;

    my $email = username_from_mantis_id( $bug->{reporter_id} );
    for my $field ( qw( description steps_to_reproduce additional_information ) ) {
	my $text = $bug->{$field};
	if ( $text ) {
	    my $header = ucfirst $field;
	    $header =~ s/_/ /g;
	    add_comment( $ticket, $email, "$header:\n$text", $bug->{date_submitted} );
	    warn "  Added $header\n";
	}
    }
    warn " \n";

    return $ticket;
}

sub add_comment {
    my $ticket = shift;
    my $email = shift;
    my $text = shift;
    my $date = shift;

    $text = clean( $text );

    # Squeeze the user info into the top of the text
    my $mime = MIME::Entity->build( 
	Data => "From: $email\nDate: $date\n$text" 
    );
    $ticket->Comment( MIMEObj => $mime );
}


sub username_from_mantis_id {
    my $mantis_id = shift;

    return $mantis_name_by_id{ $mantis_id } || "Unknown Mantis user #$mantis_id";
}


# Undo all the goofy stuff that Mantis does with its text fields.
sub clean {
    my $str = shift;

    $str =~ s/&lt;/</g;
    $str =~ s/&gt;/>/g;
    $str =~ s/&quot;/"/g;
    $str =~ s/&amp;/\&/g;

    # The order of translation is important here.
    $str =~ s/\\\\/\\/g;
    $str =~ s/\\'/'/g;
    $str =~ s/\\"/"/g;

    return $str;
}


#$g_access_levels_enum_string      = "10:viewer,25:reporter,40:updater,55:developer,70:manager,90:administrator";
#$g_project_status_enum_string     = "10:development,30:release,50:stable,70:obsolete";
#$g_priority_enum_string           = "10:none,20:low,30:normal,40:high,50:urgent,60:immediate";
#$g_severity_enum_string           = "10:feature,20:trivial,30:text,40:tweak,50:minor,60:major,70:crash,80:block";
#$g_reproducibility_enum_string    = "10:always,30:sometimes,50:random,70:have not tried,90:unable to duplicate,100:N/A";
#$g_status_enum_string             = "10:new,20:feedback,30:acknowledged,40:confirmed,50:assigned,80:resolved,90:closed";
#$g_resolution_enum_string         = "10:open,20:fixed,30:reopened,40:unable to duplicate,50:not fixable,60:duplicate,70:not a bug,80:suspended,90:won't fix";

sub status_convert {
    my $status = shift;

    my %map = (
	10 => 'new',
	20 => 'open',
	30 => 'open',
	40 => 'open',
	50 => 'open',
	80 => 'resolved',
	90 => 'resolved',
    );

    return $map{$status} or die "Unknown status \"$status\"";
}

-- 
'Andy Lester        andy at petdance.com
 Programmer/author  petdance.com
 Daddy              parsley.org/quinn   Jk'=~/.+/s;print((split//,$&)
                            [unpack'C*',"n2]3%+>\"34.'%&.'^%4+!o.'"])



From bruce_campbell at ripe.net  Wed Aug  7 15:01:06 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 7 Aug 2002 21:01:06 +0200 (CEST)
Subject: [rt-users] Bug in email addresses parser? (Was: Still puzzled
 by user's rights [EUreg #2655]
In-Reply-To: <20020807132155.GB25492@nic.fr>
Message-ID: <Pine.LNX.4.44.0208072049510.32575-100000@x22.ripe.net>

On Wed, 7 Aug 2002, Stephane Bortzmeyer wrote:

> On Tue, Aug 06, 2002 at 03:02:58PM +0100,
>  Smylers <smylers at gbdirect.co.uk> wrote
>  a message of 40 lines which said:
>
> > message's case there's just an e-mail address without a friendly name.
> > But 'RT' should still recognize that, and round here it definitely does
> > queues.
>
> But it does not :-(

Hrm, I must admit to being slightly disturbed by an RT installaion that
accepts mails from Joe, but not other people.  You may wish to provide
more detailed information in order to get this resolved, or contact myself
off list if this is not possible in a public forum.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security





From iypoon at mail.com  Wed Aug  7 15:01:35 2002
From: iypoon at mail.com (Crazy Diamond)
Date: Wed, 07 Aug 2002 14:01:35 -0500
Subject: [rt-users] Better error message for denied postings
Message-ID: <20020807190135.69655.qmail@mail.com>

Unfortunately root/password doesn't work as a username/password either :(  Know any way to fix this?  You're talking about the RT login webpage right?

The fact that i can access the RT system via web means that my mysql database is working correctly right?

Thanks for the help guys, still struggling, but it looks like my blood, sweat, and tears will be worth it!

----- Original Message -----
From: Bruce Campbell <bruce_campbell at ripe.net>
Date: Wed, 7 Aug 2002 20:42:22 +0200 (CEST) 
To: RT Users Mailing List <rt-users at lists.fsck.com>
Subject: Re: [rt-users] Better error message for denied postings


> On 7 Aug 2002, Matthew P. Cox wrote:
> 
> > I'm in a situation where a good number of my supported users have more
> > than one (valid) email addresses that they use from their workstation.
> >
> > Since I don't have them time to attempt to stamp out multiple addresses
> > on every Windows box: I'm trying to pass back a more descriptive error
> > message than "Permission Denied" to the user.
> 
> Perhaps the question is 'why are they getting Permission denied'?  In the
> suggested RT installation, the group 'Everyone' has permission to Create
> and to Reply to Tickets (to be applied per queue), so it doesn't matter if
> they use an alternative email address (apart from getting a copy back).
> 
> This is dealt with in Configuration->Queues->name of queue->Groups .
> 
> -- 
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B             Operations/Security
> 
> 
> _______________________________________________
> 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
> 

-- 
__________________________________________________________
Sign-up for your own FREE Personalized E-mail at Mail.com
http://www.mail.com/?sr=signup

Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. 
http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59




From iypoon at mail.com  Wed Aug  7 15:03:54 2002
From: iypoon at mail.com (Crazy Diamond)
Date: Wed, 07 Aug 2002 14:03:54 -0500
Subject: [rt-users] Better error message for denied postings
Message-ID: <20020807190354.71613.qmail@mail.com>

Unfortunately root/password doesn't work as a username/password either :(  Know any way to fix this?  You're talking about the RT login webpage right?

The fact that i can access the RT system via web means that my mysql database is working correctly right?

Thanks for the help guys, still struggling, but it looks like my blood, sweat, and tears will be worth it!

----- Original Message -----
From: Bruce Campbell <bruce_campbell at ripe.net>
Date: Wed, 7 Aug 2002 20:42:22 +0200 (CEST) 
To: RT Users Mailing List <rt-users at lists.fsck.com>
Subject: Re: [rt-users] Better error message for denied postings


> On 7 Aug 2002, Matthew P. Cox wrote:
> 
> > I'm in a situation where a good number of my supported users have more
> > than one (valid) email addresses that they use from their workstation.
> >
> > Since I don't have them time to attempt to stamp out multiple addresses
> > on every Windows box: I'm trying to pass back a more descriptive error
> > message than "Permission Denied" to the user.
> 
> Perhaps the question is 'why are they getting Permission denied'?  In the
> suggested RT installation, the group 'Everyone' has permission to Create
> and to Reply to Tickets (to be applied per queue), so it doesn't matter if
> they use an alternative email address (apart from getting a copy back).
> 
> This is dealt with in Configuration->Queues->name of queue->Groups .
> 
> -- 
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B             Operations/Security
> 
> 
> _______________________________________________
> 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
> 

-- 
__________________________________________________________
Sign-up for your own FREE Personalized E-mail at Mail.com
http://www.mail.com/?sr=signup

Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. 
http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59




From iypoon at mail.com  Wed Aug  7 15:04:08 2002
From: iypoon at mail.com (Crazy Diamond)
Date: Wed, 07 Aug 2002 14:04:08 -0500
Subject: [rt-users] Better error message for denied postings
Message-ID: <20020807190408.71828.qmail@mail.com>

Unfortunately root/password doesn't work as a username/password either :(  Know any way to fix this?  You're talking about the RT login webpage right?

The fact that i can access the RT system via web means that my mysql database is working correctly right?

Thanks for the help guys, still struggling, but it looks like my blood, sweat, and tears will be worth it!

----- Original Message -----
From: Bruce Campbell <bruce_campbell at ripe.net>
Date: Wed, 7 Aug 2002 20:42:22 +0200 (CEST) 
To: RT Users Mailing List <rt-users at lists.fsck.com>
Subject: Re: [rt-users] Better error message for denied postings


> On 7 Aug 2002, Matthew P. Cox wrote:
> 
> > I'm in a situation where a good number of my supported users have more
> > than one (valid) email addresses that they use from their workstation.
> >
> > Since I don't have them time to attempt to stamp out multiple addresses
> > on every Windows box: I'm trying to pass back a more descriptive error
> > message than "Permission Denied" to the user.
> 
> Perhaps the question is 'why are they getting Permission denied'?  In the
> suggested RT installation, the group 'Everyone' has permission to Create
> and to Reply to Tickets (to be applied per queue), so it doesn't matter if
> they use an alternative email address (apart from getting a copy back).
> 
> This is dealt with in Configuration->Queues->name of queue->Groups .
> 
> -- 
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B             Operations/Security
> 
> 
> _______________________________________________
> 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
> 

-- 
__________________________________________________________
Sign-up for your own FREE Personalized E-mail at Mail.com
http://www.mail.com/?sr=signup

Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. 
http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59




From bruce_campbell at ripe.net  Wed Aug  7 15:07:57 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 7 Aug 2002 21:07:57 +0200 (CEST)
Subject: [rt-users] Who is a requestor?
In-Reply-To: <20020806164221.GI59502@ns2.wananchi.com>
Message-ID: <Pine.LNX.4.44.0208072103320.32575-100000@x22.ripe.net>

On Tue, 6 Aug 2002, Odhiambo Washington wrote:

> * Smylers <smylers at gbdirect.co.uk> [20020806 17:06]: wrote:
> > Stephane Bortzmeyer wrote:
> > > I believe that the FAQ does not let you much hope:
> > > > Are you taking into account that RT should never mail the person
> > > > performing the action?
> > But Wash said he was getting different behaviour between users mailing
> > in new tickets and users creating them with the web UI.  The above
> > doesn't explain that, since it indicates that people's actions never
> > mail themselves.
>
> The interesting thing is that these web UI users are saying that they used
> to get a mail in their mailbox when they created a ticket. I am not sure
> if I changed this by upgrading to 2.0.14 recently. I did make some changes,

Certainly when someone creates a ticket via the WebUI, they'll get an
autoreply (if they have an email address associated with their User), but
they won't get a copy of the messages that is sent to the AdminCcs
(assuming that they are an AdminCc for that queue).

I'd check to see if your Users have Email addresses.


-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From iypoon at mail.com  Wed Aug  7 15:21:42 2002
From: iypoon at mail.com (Crazy Diamond)
Date: Wed, 07 Aug 2002 14:21:42 -0500
Subject: [rt-users] having trouble logging into RT system
Message-ID: <20020807192142.96282.qmail@mail.com>

Ooops, i replied to the wrong post:

Unfortunately root/password doesn't work as a username/password
either :(  Know any way to fix this?  You're talking about the RT
login webpage right?

The fact that i can access the RT system via web means that my mysql
database is working correctly right?

Thanks for the help guys, still struggling, but it looks like my
blood, sweat, and tears will be worth it!

----- Original Message -----
From: Bruce Campbell <bruce_campbell at ripe.net>
Date: Wed, 7 Aug 2002 20:29:16 +0200 (CEST) 
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] having trouble logging into RT system


> On Wed, 7 Aug 2002, Crazy Diamond wrote:
> 
> > Who is the default user/administrator for the RT system? I think i might
> > have screwed something up when i didn't initially provide a password for
> > rt_user during the makefile install.  And is there any way to fix it by
> > manually adding a new user to the database?
> 
> The 'rt_user' is the username that RT presents to your SQL server.  If you
> did not set a password for rt_user, be sure to have a blank string ('') in
> config.pm's mention of '$DatabasePassword'.
> 
> In RT itself, users and passwords are completely seperate to any other
> usernames and passwords that you may have, and also different from SQL
> usernames and password.  By default, there is one useful user created,
> being 'root' with a password of 'password'.
> 
> Once you've logged into RT using this, you can add other RT users.
> 
> > Also, does anyone have a demo of RT up that people can take a look at? I
> > actually want to see if installing this pain in the arse is actually
> > worth it :) (looks real nice in the screenshots though) --
> 
> http://www.fsck.com/rt2/ with a username and password of 'guest'.
> 
> -- 
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B             Operations/Security
> 
> 
> _______________________________________________
> 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
> 

-- 
__________________________________________________________
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From josh at saratoga.lib.ny.us  Wed Aug  7 16:16:14 2002
From: josh at saratoga.lib.ny.us (Josh Kuperman)
Date: Wed, 7 Aug 2002 16:16:14 -0400
Subject: [rt-users] Using RT w/ Perl::Mason on Cobalt with Virtual Host
Message-ID: <20020807161614.A20509@saratoga.lib.ny.us>

Apologies for cross posting.  I have been periodically attempting to
install RT (http://www.fsck.com/projects/rt) on my Sun Cobalt RaQ XTR
(http://www.sun.com/hardware/serverappliances/xtr/index.html).

In previous attempts I would reach a point where I would restart the
web server and get complaints about the document being outside of
component root. 

This is complicated by the Virtual Host directive and something odd
built into the RaQ that I don't quite understand. It seems that it is
very hard to get the installation to work on a RaQ with the programs
installed as I installed them. I'm hopeful I can simply change a few
directives in my httpd.conf and it will work.

I created a new virtual host to use for my support website with RT. By
default the RaQ will create a site with the root, as this would be the second site
on this server, in /home/sites/site2/web. I changed the
DocumentRoot as specified in the excerpt from my httpd.conf
below. Since I want to use my RT instalation I changed the document
root to /home/opt/rt2/WebRT/html. If I specify the location block for
the root, i.e. <Location />, then Mason complains that the component
is outside of root. 

When I changed it to be as it is below (Starting with '<VirtualHost>, many directives and elements
displayed on the page, but I stopped getting the errors. It
displayed:<& /Elements/Header, Title=>"Start page", Refresh =>
$session{'home_refresh_interval'} &> <& /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'}; }


<VirtualHost 10.2.1.5>
ServerName support.x.y.com
ServerAdmin admin
#DocumentRoot /home/sites/site2/web
DocumentRoot /home/opt/rt2/WebRT/html
ServerAlias support.x.y.us support.x.y.org
ErrorDocument 401 /error/401-authorization.html
ErrorDocument 403 /error/403-forbidden.html
ErrorDocument 404 /error/404-file-not-found.html
ErrorDocument 500 /error/500-internal-server-error.html
RewriteEngine on
RewriteCond %{HTTP_HOST}                !^10.2.1.5(:80)?$
RewriteCond %{HTTP_HOST}                !^10.2.1.5(:80)?$
RewriteCond %{HTTP_HOST}                !^support.x.y.com(:80)?$
RewriteRule ^/(.*)                      http://support.x.y.com/$1 [L\
,R]
RewriteOptions inherit
#AliasMatch ^/~([^/]+)(/(.*))? /home/sites/site2/users/$1/web/$3
AliasMatch ^/~([^/]+)(/(.*))? /home/opt/rt2/WebRT/web/$3
AddHandler cgi-wrapper .cgi
AddHandler cgi-wrapper .pl
#PerlModule Apache::DBI
##PerlFreshRestart On
PerlRequire /opt/rt2/bin/webmux.pl
<Location /home/opt/rt2>
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>


-- 
Josh Kuperman                       
josh at saratoga.lib.ny.us




From christopher_a_watson at hotmail.com  Wed Aug  7 16:37:32 2002
From: christopher_a_watson at hotmail.com (Chris Watson)
Date: Wed, 07 Aug 2002 21:37:32 +0100
Subject: [rt-users] tickets keep being created in general queue
Message-ID: <F20Cr4qJaIYGfPVtVTw00002b77@hotmail.com>

webblocker:       |"/opt/rt2/bin/rt-mailgate webblocker correspond"
webblocker-action: |"/opt/rt2/bin/rt-mailgate webblocker action"
webblocker-correspond: "/opt/rt2/bin/rt-mailgate webblocker correspond"
webblocker-comment: |"/opt/rt2/bin/rt-mailgate webblocker comment"

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

Seems okay to me, although is it because I don't have any dashes?

>Could you quote (to the list) the aliases for both your 'general' and
>'weblocker' queues?  I suspect that you've copied and pasted the
>rt-mailgate line for general, but neglected to change the argument to
>--queue to point to the right queue.
>


_________________________________________________________________
Chat with friends online, try MSN Messenger: http://messenger.msn.com




From christopher_a_watson at hotmail.com  Wed Aug  7 17:18:10 2002
From: christopher_a_watson at hotmail.com (Chris Watson)
Date: Wed, 07 Aug 2002 22:18:10 +0100
Subject: [rt-users] tickets keep being created in general queue
Message-ID: <F55WVRvRQ8n0lfEmBpW00002c0e@hotmail.com>

Thanks very much, that has cured it.  It seems that my 'incorrect' general 
line was working despite not being correctly written, and this confused me.

As to why it didn't have the switches.......


>According to the instructions I read it should be
>
>webblocker: "|/opt/rt2/bin/rt-mailgate --queue webblocker --action 
>correspond"
>
>Note the placement of the first double quote and the two option switches.
>
>-q and -a are also usable.
>
>Reading the rt-mailgate source I'm pretty sure these are required.
>


_________________________________________________________________
MSN Photos is the easiest way to share and print your photos: 
http://photos.msn.com/support/worldwide.aspx




From pdh at snapgear.com  Wed Aug  7 18:47:07 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 8 Aug 2002 08:47:07 +1000
Subject: [rt-users] Better error message for denied postings
In-Reply-To: <1028741647.3063.20.camel@memnoch.fas.harvard.edu>
References: <1028741647.3063.20.camel@memnoch.fas.harvard.edu>
Message-ID: <20020807224707.GB454@luggage>

Matthew P. Cox wrote:
> Since I don't have them time to attempt to stamp out multiple addresses
> on every Windows box: I'm trying to pass back a more descriptive error
> message than "Permission Denied" to the user.

How about making use of CanonicalizeAddress() in config.pm, if
you really don't want to grant Everyone ReplyToTicket?
-- 
Phil Homewood, Systems Janitor, www.snapgear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From rbremer at future-gate.com  Wed Aug  7 18:56:46 2002
From: rbremer at future-gate.com (Ronny Bremer)
Date: Wed, 07 Aug 2002 15:56:46 -0700
Subject: [rt-users] RT 2.0.14 - is there a way to highlight tickets, which I need
 to react on?
Message-ID: <sd5143c8.068@fg-pdx01.pt-home.us.future-gate.com>

Hi there,

while I was using RT 1 for a while I recently switched to RT 2. Great
difference, great functionality -> Jesse :)

Anyway, quick question. If I look at a search for all my open tickets,
I cannot dertermine directly, if I need to react on a specific one. I
can see last contact and last action, but I would like to see, if the
last action was NOT done by me.

So if last action != owner, could they be highlighted in some way
directly in the list of open or assigned tickets?

Thanks in advance.

Ronny



From pdh at snapgear.com  Wed Aug  7 18:59:34 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 8 Aug 2002 08:59:34 +1000
Subject: [rt-users] Using RT w/ Perl::Mason on Cobalt with Virtual Host
In-Reply-To: <20020807161614.A20509@saratoga.lib.ny.us>
References: <20020807161614.A20509@saratoga.lib.ny.us>
Message-ID: <20020807225934.GC454@luggage>

Josh Kuperman wrote:
> below. Since I want to use my RT instalation I changed the document
> root to /home/opt/rt2/WebRT/html. If I specify the location block for
> the root, i.e. <Location />, then Mason complains that the component
> is outside of root. 

You need <Location /> -- Location refers to URL-space, not
filesystem-space.

> ErrorDocument 401 /error/401-authorization.html
> ErrorDocument 403 /error/403-forbidden.html
> ErrorDocument 404 /error/404-file-not-found.html
> ErrorDocument 500 /error/500-internal-server-error.html
> AliasMatch ^/~([^/]+)(/(.*))? /home/opt/rt2/WebRT/web/$3
> AddHandler cgi-wrapper .cgi
> AddHandler cgi-wrapper .pl

Try commenting these out, for a start...

> #PerlModule Apache::DBI

.... and uncommenting this one, and see what happens.

(Caveat: I am RaQ-ignorant; the above suggestions are
purely from an RT perspective.)
-- 
Phil Homewood, Systems Janitor, www.snapgear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From frussell at msi.com.au  Wed Aug  7 19:12:35 2002
From: frussell at msi.com.au (Frances Russell)
Date: Thu, 8 Aug 2002 09:12:35 +1000
Subject: [rt-users] Resolve ticket right
In-Reply-To: <20020807225934.GC454@luggage>
Message-ID: <001101c23e67$eb04d030$1f01a8c0@FRUSSELLPC>

Is there an easy way to prevent the owner of a ticket from resolving it?

We have a queue where additional approval needs to be given before
resolution of tickets.

Frances






From pdh at snapgear.com  Wed Aug  7 19:24:51 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 8 Aug 2002 09:24:51 +1000
Subject: [rt-users] Resolve ticket right
In-Reply-To: <001101c23e67$eb04d030$1f01a8c0@FRUSSELLPC>
References: <20020807225934.GC454@luggage> <001101c23e67$eb04d030$1f01a8c0@FRUSSELLPC>
Message-ID: <20020807232451.GI454@luggage>

Frances Russell wrote:
> Is there an easy way to prevent the owner of a ticket from resolving it?
> 
> We have a queue where additional approval needs to be given before
> resolution of tickets.

Nothing out of the box, but you could write a ScripAction to
accomplish a similar thing via an OnStatus condition and the
use of a second queue;

have the scrip check to see if the status is Resolved, and
if so, reopen it and switch it to the ForResolution queue.

Not exactly "easy", but it might suit your purpose.

Another option might be to grant ModifyTicket only to those
who can resolve; but your ticket-owners might then find they
lose other useful abilities (for example, changing keywords
or reassigning tickets).
-- 
Phil Homewood, Systems Janitor, www.snapgear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From jesse at bestpractical.com  Wed Aug  7 19:36:41 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 7 Aug 2002 19:36:41 -0400
Subject: [rt-users] OSX Server
In-Reply-To: <Pine.LNX.4.44.0208072033100.32575-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Wed, Aug 07, 2002 at 08:38:46PM +0200
References: <p05111a00b9770a8375cb@[192.168.0.30]> <Pine.LNX.4.44.0208072033100.32575-100000@x22.ripe.net>
Message-ID: <20020807193641.E21512@fsck.com>

I run RT on Mac OS X. RT 2.0 needs to be installed on a UFS partition. 
(MacOS's native filesystem is case preserving but not case sensitive)
You don't need to use fink, but I'd strongly recommend that you use FastCGI,
rather than mod_perl. For now, apache2 is right out.



On Wed, Aug 07, 2002 at 08:38:46PM +0200, Bruce Campbell wrote:
> On Wed, 7 Aug 2002, Mark Moorcroft wrote:
> 
> > I posted a couple of weeks ago about getting RT running under OSX
> > Server. We are still battling with getting Apache2, mod_perl, php and
> > friends compiled under OSX. The scuttlebutt on usenet seems to be
> > that nobody has this working. There are lots of complaints and
> > questions, but no real solutions. I am just wondering if anyone on
> > this list is actually running RT on OSX?
> 
> You may wish to install portions of fink (fink.sourceforge.net), at least
> for apache installation.  We're finding it useful for our xserv, although
> RT is not going to be running on it.  Cute-looking case though.
> 
> -- 
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B             Operations/Security
> 
> 
> _______________________________________________
> 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
> 

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



From butch at infowest.com  Wed Aug  7 23:05:50 2002
From: butch at infowest.com (Cassidy B. Larson)
Date: Wed, 07 Aug 2002 21:05:50 -0600
Subject: [rt-users] FastCGI tips
Message-ID: <B9773C2E.957A%butch@infowest.com>

OK, so I decided to live dangerously and try to get FastCGI working with my
RT2.0.14 installation.  I previously had mod_perl-1.26 working.

Some gotcha's that I've found that might save some others a little headache.

-- Can't Create Dynamic Directory Error in Apache.

Upon first trying to start Apache, I found these two errors in my Apache
logfile:
[error] FastCGI: access for server (uid 65534, gid 65534) failed: read not
allowed
[error] FastCGI: can't create dynamic directory "/tmp/fcgi/dynamic": access
for server (uid 65534, gid 65533) failed: read not allowed.

Upon checking that directory I found that it was owned by my Apache user.
Upon some digging, I found that I needed to declare my apache user and group
ABOVE the FastCgiServer declaration within the same file.

-- Remember to setuid perl if you're using FreeBSD.

chmod u+s /usr/bin/suidperl   solved my other errors.

-- FastCGI doesn't like my rt.jpg image.

Figured that fastcgi wasn't outputting jpegs correctly, so I added this line
to my virtualhost declaration.
Alias /NoAuth/images/rt.jpg /usr/local/rt2/WebRT/html/NoAuth/images/rt.jpg

That line will make it so that jpg doesn't go through the fastcgi handler.


I apologize if these are common knowledge to those using fcgi, but it
could've saved me 45 minutes of debugging and google searching if these had
been in the mailing list archives. :)


Enjoy.




----
Cassidy B. Larson   --   Network Operations Manager
InfoWest, Inc.  *  596 E. Tabernacle  *  St. George, UT 84770
Voice: 435-674-0165  *  FAX: 435-674-9654
butch at infowest.com
----




From jimit at winvision.net  Thu Aug  1 20:58:19 2002
From: jimit at winvision.net (Jimit Ladha)
Date: Thu, 01 Aug 2002 17:58:19 -0700
Subject: [rt-users] Help in installing RT 2.0.14 on Linux 7.0
Message-ID: <5.1.0.14.0.20020801175642.01e523c0@pop.mail.yahoo.com>

Hi All,
I was installing RT RT 2.0.14 on a linux 7.0 and am getting this weird 
error which i
am not able to over come...
the error when i try to start the httpd demon is

*********************************************
[Thu Aug  1 18:13:04 2002] [error] The Parser module is no longer a part
of HTML
::Mason.  Please see the Lexer and Compiler modules, its replacements.
Compilation failed in require at (eval 39) line 1.

Syntax error on line 1000 of /usr/local/apache/conf/httpd.conf:
The Parser module is no longer a part of HTML::Mason.  Please see the
Lexer and
Compiler modules, its replacements.
Compilation failed in require at (eval 39) line 1.

./apachectl start: httpd could not be started
*************************************************


please let me know if there is anything i am doing wrong...

i have tested the installation and have installed mod_perl
Embedded Perl version v5.6.1 for Apache/1.3.26 (Unix) mod_perl/1.27
which is working......

i would really appreciate ur response and help..

thanx in advance....

Jimit 




From jamin at skyrivercommunications.com  Fri Aug  2 14:45:21 2002
From: jamin at skyrivercommunications.com (Jamin Cleveland)
Date: Fri, 2 Aug 2002 11:45:21 -0700
Subject: [rt-users] Default Ticket->id
Message-ID: <5E43695CC08E3D43A722EB75F116BC29234F3D@SKYRIVERSERVER3.skyrivercommunications.com>

I've scoured the docs and cannot find any built-in functionality (web or
cli) for changing the default Ticket ID.  Much like getting checks for a
new checking account at a bank, I would like to start our trouble
tickets at something a bit higher (like a couple thousand higher) than
1.

Any ideas on a quick and easy way to increment this variable by hand?

TIA,
--
Jamin
 




From raanders at acm.org  Wed Aug  7 23:53:00 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Wed, 7 Aug 2002 20:53:00 -0700 (PDT)
Subject: [rt-users] Make changes to SrcipAction
In-Reply-To: <Pine.GSO.4.21.0206131507510.4939-100000@rac1.wam.umd.edu>
Message-ID: <Pine.LNX.4.33.0208072050530.3174-100000@main.cyber-office.net>

On Thu, 13 Jun 2002, Yang Liu wrote:

> I wrote a ScriptAction and it appears to function fine, then I made some
> changes to it, but my changes are not reflected at all!  Instead, the old
> scrip is still running.  I'm so puzzled by this.  The old scrip doesn't
> even exist anymore, what is going on?  Do I have to insert the modified
> scrip to the database again?  What happens every time a scrip's condition
> is met?  Doesn't rt execute the ScripAction in rt2/lib/RT/Action?  How
> should I modify an exsisting ScriptAction?   

A very new user is going to make a stab and suggest that you restart your 
web server.  From my reading of the documents mod_perl and friends maybe 
keeping a copy of the older version in memory.


Rod
-- 
  "Open Source Software - Sometimes you get more than you paid for..."




From pdh at snapgear.com  Thu Aug  8 00:17:01 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 8 Aug 2002 14:17:01 +1000
Subject: [rt-users] RT Install Problems on RedHat 7.2
In-Reply-To: <001f01c2127c$d6deb740$fd00a8c0@tank>
References: <001f01c2127c$d6deb740$fd00a8c0@tank>
Message-ID: <20020808041701.GQ454@luggage>

James L. Harrison wrote:
>         make: *** No rule to make target `initialize.Mysql', needed by
> `install'.  Stop.

Your makefile contains the line

DB_TYPE                 =       Mysql

Change this to

DB_TYPE                 =       mysql

Case is significant.
-- 
Phil Homewood, Systems Janitor, www.snapgear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From jgoerzen at complete.org  Thu Aug  8 00:18:56 2002
From: jgoerzen at complete.org (John Goerzen)
Date: Wed, 7 Aug 2002 23:18:56 -0500
Subject: [rt-users] Doesn't work with Apache 2
Message-ID: <20020808041856.GC3593@complete.org>

Hello,

Today I tried to install RT2 with apache2 and mod_perl 2.0.  This did not
work well.  The instructions for modifying httpd.conf were wrong (mod_perl
2.0 does not include Apache::DBI, prefering instead to use a newer and
better system).  Furthermore, even after I adjusted that, there were still
clashes and problems.  Has anyone managed to get this working?

-- John

-- 
John Goerzen <jgoerzen at complete.org>    GPG: 0x8A1D9A1F    www.complete.org



From jesse at bestpractical.com  Thu Aug  8 00:22:27 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 8 Aug 2002 00:22:27 -0400
Subject: [rt-users] The story behind this blast from the past
Message-ID: <20020808002227.K21512@fsck.com>

Just clearing the non-spam out of the spamfilters for rt-users and
rt-devel. For every message you see here, there were about 30 ads for 
viagra, offers of cheap long distance, funding propositions from third-world
countries and offers to purchase shoes from china.

	Best,
	jesse


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



From lober at u.washington.edu  Thu Aug  8 01:14:50 2002
From: lober at u.washington.edu (Bill Lober)
Date: Wed, 07 Aug 2002 22:14:50 -0700
Subject: [rt-users] Make changes to SrcipAction
In-Reply-To: <Pine.LNX.4.33.0208072050530.3174-100000@main.cyber-office.
 net>
References: <Pine.GSO.4.21.0206131507510.4939-100000@rac1.wam.umd.edu>
Message-ID: <5.1.0.14.2.20020807221333.031d5618@lober.deskmail.washington.edu>

 From perhaps an even newer user...

 >apachectl graceful did not work for rereading the config.pm file (or 
whatever its called -- it was a month ago).

 >apachectl restart did

So, I think you're right.

Bill

At 08:53 PM 8/7/2002, Roderick A. Anderson wrote:
>On Thu, 13 Jun 2002, Yang Liu wrote:
>
> > I wrote a ScriptAction and it appears to function fine, then I made some
> > changes to it, but my changes are not reflected at all!  Instead, the old
> > scrip is still running.  I'm so puzzled by this.  The old scrip doesn't
> > even exist anymore, what is going on?  Do I have to insert the modified
> > scrip to the database again?  What happens every time a scrip's condition
> > is met?  Doesn't rt execute the ScripAction in rt2/lib/RT/Action?  How
> > should I modify an exsisting ScriptAction?
>
>A very new user is going to make a stab and suggest that you restart your
>web server.  From my reading of the documents mod_perl and friends maybe
>keeping a copy of the older version in memory.




From pdh at snapgear.com  Thu Aug  8 02:00:47 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 8 Aug 2002 16:00:47 +1000
Subject: [rt-users] Watchers
In-Reply-To: <3CDED359@webmail.centenary.edu>
References: <3CDED359@webmail.centenary.edu>
Message-ID: <20020808060047.GR454@luggage>

bpinksto wrote:
> I have configured 3 users into a group and given them watch priveleges as 
> admin and normal.  They are also set up as watchers under the queue, but when 
> a new ticket is created the scrip doesn't send out an email, and the ticket 
> doesn't list them as watchers.  The only watcher listed is the requester.  How
> do I set up certain users to be watchers for all tickets in the queue by 
> default??

Watchers can be watching tickets without being ticket watchers.
:-)

If they're listed as CC or AdminCC for the queue, they're
implicitly watching the ticket.

What scrips are you expecting to send email to these watchers?

Are you taking into account:

http://fsck.com/rtfm/article.html?id=5#70
http://fsck.com/rtfm/article.html?id=5#73

?
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From g0rn at gmx.net  Thu Aug  8 02:34:26 2002
From: g0rn at gmx.net (Gordon Decker)
Date: Thu, 08 Aug 2002 08:34:26 +0200
Subject: [rt-users] Resolve ticket right
In-Reply-To: <001101c23e67$eb04d030$1f01a8c0@FRUSSELLPC>
References: <20020807225934.GC454@luggage>
Message-ID: <5.1.1.6.0.20020808081725.02389c78@pop.gmx.net>

At 09:12 08.08.2002 +1000, you wrote:

>Is there an easy way to prevent the owner of a ticket from resolving it?
>
>We have a queue where additional approval needs to be given before
>resolution of tickets.
>
>Frances

We had a similar problem and did a very unclean and evil hack to resolve it:

Tie the right to change a ticket's status to a right you probably won't 
need that often (e.g. "modify template" on queues is seldom needed in our 
case) and give this right to people who have to resolve tickets.

To do this you just have to add a few lines in Ticket.pm, but as I said 
before, this is rather unclean and comes with some more problems:

1. it is completely inscrutable for users and administrators
2. updating RT will be more complicated
3. you have to add a mechanism allowing the unprivileged people to state 
they resolved the ticket

Anyway, I can post the lines we added to Ticket.pm, if you want. But I 
would rather stick to the suggestions posted by Phil Homewood and configure 
a scrip and a second queue. I think about doing so in our RT, too...


Gordon.





From pawal at blipp.com  Thu Aug  8 03:18:02 2002
From: pawal at blipp.com (Patrik Wallstrom)
Date: 08 Aug 2002 09:18:02 +0200
Subject: [rt-users] RT 2.0 on Debian - mod_perl Problem?
In-Reply-To: <3D0E5DEF.2050304@g-zone.at>
References: <3D0E5DEF.2050304@g-zone.at>
Message-ID: <1028791083.23500.3.camel@pawalski.nic-se.se>

On Tue, 2002-06-18 at 00:08, Michael Polivanov wrote:
> I tried to install Request Tracker 2.0 on my Debian machine today: i 
> used only available DEB packages. After i configured the config.pm and 
> modified my apache configuration, i tried to restart the apache. 
> Nothing. The process was killed, but did not came back up.Nothing was 
> logged, also no error messages on console.  After some hours of playing 
> with configuration i figured out that after removing "PerlRequire 
> /usr/..../webmux.pl" the apache worked again, but, of course, RT not. 
> Any ideas? I would like to track down the problem but i do not know how 
> i can do it.

You should look for Apache errors in /var/log/apache/error.log.

-- 
patrik_wallstrom->foodfight->pawal at blipp.com->+46-709580442




From hwagener at hamburg.fcb.com  Thu Aug  8 10:09:05 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 08 Aug 2002 10:09:05 -0400
Subject: [rt-users] having trouble logging into RT system
References: <20020807192142.96282.qmail@mail.com>
Message-ID: <3D527B81.6030100@hamburg.fcb.com>

Crazy Diamond wrote:
> Ooops, i replied to the wrong post:
> 
> Unfortunately root/password doesn't work as a username/password
> either :(  Know any way to fix this?  You're talking about the RT
> login webpage right?

Use the command line interface to change the password. Yes, that's what we 
talk about (we couldn't no any other of Your root passwords are 'password', 
right? Or are they?).

> The fact that i can access the RT system via web means that my mysql
> database is working correctly right?

Not necessarily. You could have a look at Your web server's error log to be 
sure.

> 
> Thanks for the help guys, still struggling, but it looks like my
> blood, sweat, and tears will be worth it!

You're welcome

-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com




From hwagener at hamburg.fcb.com  Thu Aug  8 10:19:29 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 08 Aug 2002 10:19:29 -0400
Subject: [rt-users] LDAP authentication
References: <3D32ED04.9090807@infomg.com>
Message-ID: <3D527DF1.2090501@hamburg.fcb.com>

Mike Jones wrote:
> Does anyone have any words of wisdom for using LDAP to authenticate for 
> RT? We use LDAP for our intranet authentication, and I'd like to avoid 
> having to create an RT user for everybody we have in LDAP and having the 
> ensuing password synchronization problems. Is it as easy as compiling 
> auth_ldap into Apache?
> 
>    Mike Jones
> 

Basically, yes. There is $WebExternalAuth in config.pm; using auth_ldap 
works swell here. Only gripe: Users created on email ticket submission have 
username==email_adress, and I would like to have them only their uid (which, 
fortunately, is their email address without @...).

If any questions arise, fell free to contact me.

Regards,
	Harald


-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com




From robie at principle.co.uk  Thu Aug  8 04:27:31 2002
From: robie at principle.co.uk (Robie Basak)
Date: 08 Aug 2002 09:27:31 +0100
Subject: [rt-users] Default Ticket->id
In-Reply-To: 	<5E43695CC08E3D43A722EB75F116BC29234F3D@SKYRIVERSERVER3.skyrivercommunicatio
	ns.com>
References: 	<5E43695CC08E3D43A722EB75F116BC29234F3D@SKYRIVERSERVER3.skyrivercommunicatio
	ns.com>
Message-ID: <1028795251.21842.39.camel@debian>

On Fri, 2002-08-02 at 19:45, Jamin Cleveland wrote:
> I've scoured the docs and cannot find any built-in functionality (web or
> cli) for changing the default Ticket ID.  Much like getting checks for a
> new checking account at a bank, I would like to start our trouble
> tickets at something a bit higher (like a couple thousand higher) than
> 1.
> 
> Any ideas on a quick and easy way to increment this variable by hand?

Taking a quick peek at my (postgres) database, I've got a sequence
called tickets_id_seq; changing this would do the trick I would've
thought.

Robie.



From robie at principle.co.uk  Thu Aug  8 04:30:00 2002
From: robie at principle.co.uk (Robie Basak)
Date: 08 Aug 2002 09:30:00 +0100
Subject: [rt-users] Multiple email addresses
In-Reply-To: <C55883A8130FD41194BC00104B9CDD3B02E1560D@OLDTMS018>
References: <C55883A8130FD41194BC00104B9CDD3B02E1560D@OLDTMS018>
Message-ID: <1028795400.26010.41.camel@debian>

On Tue, 2002-07-16 at 14:32, Goldowsky, Boris wrote:
> Is there any way to give a user more than one email address?  Some people
> send in requests from two different email accounts, and it would be nice to
> be able to group the requests together as a single requestor.
> 
> Alternatively, is there a place I could hook in a script to rewrite email
> addresses as they come in, to render them into a canonical form?  Any
> examples of such a function?

Take a look at the CanonicalizeAddress function in etc/config.pm.

Robie.



From kristian at airways.no  Thu Aug  8 05:20:31 2002
From: kristian at airways.no (Kristian Tjessem)
Date: Thu, 08 Aug 2002 11:20:31 +0200
Subject: [rt-users] failing to deliver mail to queue with qmail
Message-ID: <200208080920.g789KVd32561@mta02.broadnet.no>

Hi, 

I'm having problems with the mailgate delivery with qmail. 

When trying to send a mail to the queue support I get the following error in 
qmail-send log: 

2002-08-08 11:09:43.166751500 starting delivery 15: msg 491629 to local 
support2002-08-08 11:09:43.166760500 status: local 1/10 remote 0/20
2002-08-08 11:09:43.461521500 delivery 15: deferral: 
Can't_locate_config.pm_in_ at INC_(@INC_contains:_/usr/local/rt2/etc_/usr/local 
/rt2/lib_/usr/local/lib/perl5/5.8.0/i686-linux_/usr/local/lib/perl5/5.8.0_/u 
sr/local/lib/perl5/site_perl/5.8.0/i686-linux_/usr/local/lib/perl5/site_perl 
/5.8.0_/usr/local/lib/perl5/site_perl_.)_at_/usr/local/rt2/lib/RT/Interface/ 
Email.pm_line_107./BEGIN_failed--compilation_aborted_at_/usr/local/rt2/lib/R 
T/Interface/Email.pm_line_107./Compilation_failed_in_require_at_/usr/local/r 
t2/bin/rt-mailgate_line_30./BEGIN_failed--compilation_aborted_at_/usr/local/ 
rt2/bin/rt-mailgate_line_30./
2002-08-08 11:09:43.461595500 status: local 0/10 remote 0/20 

The thing is that the config.pm file do exist, and within the path of the 
@INC: 

ls -al /usr/local/rt2/etc/config.pm 

 -r-x------    1 root     rt          14339 Aug  8 08:25 config.pm 

cat /var/qmail/alias/.qmail-support 

|/var/qmail/bin/preline /usr/local/rt2/bin/rt-mailgate --queue support 
 --action correspond 

Anyone got any pointers to what I can do to make the mail inject into the 
queue? 

.: Kristian Tjessem 




From andy at bribed.net  Thu Aug  8 06:37:17 2002
From: andy at bribed.net (Andy Coates)
Date: Thu, 8 Aug 2002 11:37:17 +0100
Subject: [rt-users] Bit of tweaking help
In-Reply-To: <20020805222955.GB787@luggage>
Message-ID: <000701c23ec7$9149c4a0$876bfd50@buffy>

> Andy Coates wrote:
> > To put it simply, where should I be looking to change the type of
> > creates/updates that are sent to the different levels of requestors?
> 
> Configuration->Queues->name->Scrips

I'm finding the Actions listed aren't specific enough, which is why I
want to alter the current ones to suit my needs.

For example, I want anyone CC'd on the ticket creation to be notified of
JUST creation and resolution of tickets.  Its this bit of code which
says who to send to that I'm looking for.  Any ideas?

Thanks,
Andy.




From hwagener at hamburg.fcb.com  Thu Aug  8 12:59:59 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 08 Aug 2002 12:59:59 -0400
Subject: [rt-users] rt2stats - patch
References: <49F78F5E3F07D511818200508B5C78510664EDBC@BALNTEX001.qwest.net> <20020718083813.GB6180@netthink.co.uk>
Message-ID: <3D52A38F.4050803@hamburg.fcb.com>

Simon Cozens wrote:
 > Hall, Christian N:
 >
 >>	I am looking for the rt2stats package. If anyone has a link or of a
 >>known site that would be great.
 >
 >
 > http://users.ox.ac.uk/~simon/stats.tar.gz
 >
 > No instructions, no support, have fun!
 >

Hello,
attached You will find a patch that should make the Statistics package a bit
more generic . CallsMultiQueue needs something better than
@queues => qw(general) (the right hand side should be an array of all active
queues fo the current user - anybody have the code for that at hand?); and
Resolution.html should have something better than $queue => "general" as well.

My main additions are links back to RT or the Statistics start page on all
the sub pages.

Mind that some of the graphs are not created on my system. I get the
following error:

[Thu Aug  8 11:42:02 2002] [error] Apache::GD::Graph: GET
//chart?type=lines&x_labels=[Sun%204,Mon%205,Tue%206,Wed%207,Thu%208]&y_number_format=&data1=[,62299,31080,12349] 

HTTP/1.0: Size of x_labels not the same as length of data.

Regards,
	Harald

PS: quick instructions:

- get Apache::GD::Graph installed (via CPAN). This might require installing
    gd and gd-devel (in redhat lingo), as well as some graphics libraries
    (libfreetype, libpng, libjpeg, libXpm (not needed)) and a fistful of perl
    modules (GD, GD::Graph, GT::Text::Util, Font::TTF, possibly others).

- configure Your rt location in httpd.conf similar to this:

<VirtualHost rt.yournamehere.com>
      DocumentRoot /path/to/rt2/WebRT/html
      ServerName rt.yournamehere.com
      ErrorLog logs/error_log_rt
      CustomLog logs/access_log_rt combined
      PerlModule Apache::DBI
      PerlFreshRestart On
      PerlRequire /path/to/rt2/bin/webmux.pl
          <Location />
              SetHandler perl-script
              PerlHandler RT::Mason
          </Location>
          <Location /chart>
          SetHandler perl-script
          PerlHandler +Apache::GD::Graph
          </Location>
</Virtualhost>

- put the Statistics Directory into /path/to/rt2/WebRT/html

- restart Your httpd (ideally stopping and starting)

- go to $RT::WebUrl/Statistics and behold the wonders of the Statistics
    package

- If You're in a good mood, fix some errors with the package and post Your
    diff (- :


-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com

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From rt at netthink.co.uk  Thu Aug  8 07:12:25 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Thu, 8 Aug 2002 12:12:25 +0100
Subject: [rt-users] rt2stats - patch
In-Reply-To: <3D52A38F.4050803@hamburg.fcb.com>
References: <49F78F5E3F07D511818200508B5C78510664EDBC@BALNTEX001.qwest.net> <20020718083813.GB6180@netthink.co.uk> <3D52A38F.4050803@hamburg.fcb.com>
Message-ID: <20020808111225.GA26857@netthink.co.uk>

Harald Wagener:
> attached You will find a patch that should make the Statistics package a bit
> more generic .

Incidentally, Harald has agreed to take over maintainance of the statistics
package from me. Good luck, Harald!

-- 
Thermodynamics in a nutshell:
1st Law:  You can't win.  (Energy is conserved)
2nd Law:  You can't break even.  (Entropy)
0th Law:  You can't even quit the game.  (Closed systems) -- Taki Kogoma



From bruce_campbell at ripe.net  Thu Aug  8 07:40:09 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 8 Aug 2002 13:40:09 +0200 (CEST)
Subject: [rt-users] failing to deliver mail to queue with qmail
In-Reply-To: <200208080920.g789KVd32561@mta02.broadnet.no>
Message-ID: <Pine.LNX.4.44.0208081338580.21746-100000@x22.ripe.net>

On Thu, 8 Aug 2002, Kristian Tjessem wrote:

> When trying to send a mail to the queue support I get the following error in
> qmail-send log:
> The thing is that the config.pm file do exist, and within the path of the
> @INC:
> ls -al /usr/local/rt2/etc/config.pm
>  -r-x------    1 root     rt          14339 Aug  8 08:25 config.pm

And, which user is running rt-mailgate?

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From kristian at airways.no  Thu Aug  8 07:25:21 2002
From: kristian at airways.no (Kristian Tjessem)
Date: Thu, 8 Aug 2002 13:25:21 +0200
Subject: [rt-users] failing to deliver mail to queue with qmail
In-Reply-To: <Pine.LNX.4.44.0208081338580.21746-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0208081338580.21746-100000@x22.ripe.net>
Message-ID: <200208081325.21335.kristian@airways.no>

On Thursday 08 August 2002 13:40, Bruce Campbell wrote:
> On Thu, 8 Aug 2002, Kristian Tjessem wrote:
> > When trying to send a mail to the queue support I get the following error
> > in qmail-send log:
> > The thing is that the config.pm file do exist, and within the path of the
> > @INC:
> > ls -al /usr/local/rt2/etc/config.pm
> >  -r-x------    1 root     rt          14339 Aug  8 08:25 config.pm
>
> And, which user is running rt-mailgate?

Thanks!

I must have been blind. ;-)

.: Kristian Tjessem




From rich+rt at lafferty.ca  Thu Aug  8 09:29:59 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Thu, 8 Aug 2002 09:29:59 -0400
Subject: [rt-users] Default Ticket->id
In-Reply-To: <5E43695CC08E3D43A722EB75F116BC29234F3D@SKYRIVERSERVER3.skyrivercommunications.com>; from jamin@skyrivercommunications.com on Fri, Aug 02, 2002 at 11:45:21AM -0700
References: <5E43695CC08E3D43A722EB75F116BC29234F3D@SKYRIVERSERVER3.skyrivercommunications.com>
Message-ID: <20020808092959.A1753@lafferty.ca>

On Fri, Aug 02, 2002 at 11:45:21AM -0700, Jamin Cleveland <jamin at skyrivercommunications.com> wrote:
> I've scoured the docs and cannot find any built-in functionality (web or
> cli) for changing the default Ticket ID.  Much like getting checks for a
> new checking account at a bank, I would like to start our trouble
> tickets at something a bit higher (like a couple thousand higher) than
> 1.
> 
> Any ideas on a quick and easy way to increment this variable by hand?

RT happily uses whatever the database tells it to -- poke at the
sequence in the database. (I update mine daily to have datestamped
ticket numbers.)

Cheers,

  -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 Kendric.Beachey at garmin.com  Thu Aug  8 09:44:48 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 8 Aug 2002 08:44:48 -0500 
Subject: [rt-users] LDAP authentication
Message-ID: <6899B5417148F34AA929F2950FEFB3FD612909@dallas.garmin.com>

From: Mike Jones [mailto:mjones at infomg.com]
> Does anyone have any words of wisdom for using LDAP to 
> authenticate for 
> RT? We use LDAP for our intranet authentication, and I'd like 
> to avoid 
> having to create an RT user for everybody we have in LDAP and 
> having the 
> ensuing password synchronization problems. Is it as easy as compiling 
> auth_ldap into Apache?

Not quite, although we do use auth_ldap here for keeping some other stuff
under wraps.

As for LDAP-izing RT, you can find some good examples to mimic in the
contrib area of Jesse's site:

http://www.fsck.com/pub/rt/contrib/2.0/

Also, here is a message I sent to the list in May detailing how I LDAP-ized
our copy of RT:

http://lists.fsck.com/pipermail/rt-users/2002-May/008527.html

Both of these will end up advising that you install the Net::LDAP module
family.
--
Kendric Beachey



From wmrodrigues at yahoo.com.br  Thu Aug  8 11:41:05 2002
From: wmrodrigues at yahoo.com.br (Wiliam de Moraes Rodrigues)
Date: Thu, 8 Aug 2002 08:41:05 -0700 (PDT)
Subject: [rt-users] StatusChange Template
Message-ID: <20020808154105.35744.qmail@web14308.mail.yahoo.com>

Hi all,

I tried to edit the StatusChange template so that,
whenever someone takes a ticket, a mail is sent to the
requestors of the ticket with following message.

The Owner of your ticket status is: {$Ticket->Owner()}

I used this variable, but the mail is sent with the ID
of the Owner. 

I would like to know what can I do to send the name of
the owner instead of the ID?

Regards,
Wiliam Rodrigues

__________________________________________________
Do You Yahoo!?
HotJobs - Search Thousands of New Jobs
http://www.hotjobs.com



From josh at saratoga.lib.ny.us  Thu Aug  8 11:55:27 2002
From: josh at saratoga.lib.ny.us (Josh Kuperman)
Date: Thu, 8 Aug 2002 11:55:27 -0400
Subject: [rt-users] Using RT w/ Perl::Mason on Cobalt with Virtual Host
In-Reply-To: <20020807225934.GC454@luggage>; from pdh@snapgear.com on Thu, Aug 08, 2002 at 08:59:34AM +1000
References: <20020807161614.A20509@saratoga.lib.ny.us> <20020807225934.GC454@luggage>
Message-ID: <20020808115527.A7546@saratoga.lib.ny.us>

I tried as you suggested and it made one problem very clear. With the virtual host entry defined as follows.

NameVirtualHost 10.0.1.195
<VirtualHost 10.0.1.195>
ServerName support.x.y.us
ServerAdmin admin
DocumentRoot /home/opt/rt2/WebRT/html
ServerAlias support.x.y.us support.x.org
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /opt/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

I wound up with errors from PERL because I built RT to run against the
perl installation in /opt/bin/perl but the server is running against
the /usr/bin/perl because my cobalt server is not easily updateable to
a contemporary version of perl - all of the web interface that
distinguishes a Cobalt Server is tied to the outdated perl. As such I
doubt I can get it to work unless there is a way to tell Apache to use
a different version of Perl for a virtual host or perhaps I could give
fastcgi a try. The basic error now is no Apache::DBI in @INC etc.

On Thu, Aug 08, 2002 at 08:59:34AM +1000, Phil Homewood wrote:
> Josh Kuperman wrote:
> > below. Since I want to use my RT instalation I changed the document
> > root to /home/opt/rt2/WebRT/html. If I specify the location block for
> > the root, i.e. <Location />, then Mason complains that the component
> > is outside of root. 
> 
> You need <Location /> -- Location refers to URL-space, not
> filesystem-space.
> 
> > ErrorDocument 401 /error/401-authorization.html
> > ErrorDocument 403 /error/403-forbidden.html
> > ErrorDocument 404 /error/404-file-not-found.html
> > ErrorDocument 500 /error/500-internal-server-error.html
> > AliasMatch ^/~([^/]+)(/(.*))? /home/opt/rt2/WebRT/web/$3
> > AddHandler cgi-wrapper .cgi
> > AddHandler cgi-wrapper .pl
> 
> Try commenting these out, for a start...
> 
> > #PerlModule Apache::DBI
> 
> .... and uncommenting this one, and see what happens.
> 
> (Caveat: I am RaQ-ignorant; the above suggestions are
> purely from an RT perspective.)
> -- 
> Phil Homewood, Systems Janitor, www.snapgear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - Custom Embedded Solutions and Security Appliances
> 
> _______________________________________________
> 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

-- 
Josh Kuperman                       
josh at saratoga.lib.ny.us





From travis.campbell at amd.com  Thu Aug  8 12:32:15 2002
From: travis.campbell at amd.com (Travis Campbell)
Date: Thu, 8 Aug 2002 11:32:15 -0500
Subject: [rt-users] StatusChange Template
In-Reply-To: <20020808154105.35744.qmail@web14308.mail.yahoo.com>
References: <20020808154105.35744.qmail@web14308.mail.yahoo.com>
Message-ID: <20020808163215.GA2032@mpdtxmail.amd.com>

On Thu, Aug 08, 2002 at 08:41:05AM -0700, Wiliam de Moraes Rodrigues wrote:
> Hi all,
> 
> I tried to edit the StatusChange template so that,
> whenever someone takes a ticket, a mail is sent to the
> requestors of the ticket with following message.
> 
> The Owner of your ticket status is: {$Ticket->Owner()}
> 

Try $Ticket->OwnerObj->Name

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




From khera at kcilink.com  Thu Aug  8 13:28:06 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 8 Aug 2002 13:28:06 -0400
Subject: [rt-users] Doesn't work with Apache 2
In-Reply-To: <20020808041856.GC3593@complete.org>
References: <20020808041856.GC3593@complete.org>
Message-ID: <15698.43558.709772.633634@onceler.kciLink.com>

>>>>> "JG" == John Goerzen <jgoerzen at complete.org> writes:

JG> Today I tried to install RT2 with apache2 and mod_perl 2.0.  This did not
JG> work well.  The instructions for modifying httpd.conf were wrong (mod_perl
JG> 2.0 does not include Apache::DBI, prefering instead to use a newer and
JG> better system).  Furthermore, even after I adjusted that, there were still
JG> clashes and problems.  Has anyone managed to get this working?

So where exactly did you get mod_perl 2.0?  It does not exist.

If you're gonna use pre-released software, you should at least have a
grasp of how to debug things.

What you need to do is back down to mod_perl 1.x, and then everything
should work fine.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 jgoerzen at complete.org  Thu Aug  8 13:36:09 2002
From: jgoerzen at complete.org (John Goerzen)
Date: Thu, 8 Aug 2002 12:36:09 -0500
Subject: [rt-users] Doesn't work with Apache 2
In-Reply-To: <15698.43558.709772.633634@onceler.kciLink.com>
References: <20020808041856.GC3593@complete.org> <15698.43558.709772.633634@onceler.kciLink.com>
Message-ID: <20020808173609.GA16349@complete.org>

On Thu, Aug 08, 2002 at 01:28:06PM -0400, Vivek Khera wrote:
> So where exactly did you get mod_perl 2.0?  It does not exist.

http://perl.apache.org/download/index.html

> What you need to do is back down to mod_perl 1.x, and then everything
> should work fine.

According to documentation and actual experience, mod_perl 1.x is
incompatible with Apache 2.

-- 
John Goerzen <jgoerzen at complete.org>    GPG: 0x8A1D9A1F    www.complete.org



From josh at saratoga.lib.ny.us  Thu Aug  8 13:59:38 2002
From: josh at saratoga.lib.ny.us (Josh Kuperman)
Date: Thu, 8 Aug 2002 13:59:38 -0400
Subject: [rt-users] Using RT w/ Perl::Mason on Cobalt with Virtual Host
In-Reply-To: <20020808115527.A7546@saratoga.lib.ny.us>; from josh@saratoga.lib.ny.us on Thu, Aug 08, 2002 at 11:55:27AM -0400
References: <20020807161614.A20509@saratoga.lib.ny.us> <20020807225934.GC454@luggage> <20020808115527.A7546@saratoga.lib.ny.us>
Message-ID: <20020808135938.A13832@saratoga.lib.ny.us>

Oh my it seems to almost be working. I abandoned Perl and went with
the fastcgi option, which RT also supports. Now my virtual host section
for my support site looks like this. I copied many lines from
suggestions in the email archive. I believe those ScriptAliaseMatch
lines are important and also it needs to be noted that my server at
least will scream about a symlink, so I had to spell out /home/opt/rt2
instead of just /opt/rt2; this is a mild Cobalt idiosyncrasy.


NameVirtualHost 10.0.8.195
<VirtualHost 10.0.8.195>
ServerName support.x.y.us
ServerAdmin admin
DocumentRoot /home/opt/rt2/WebRT/html
ServerAlias support.saratoga.lib.ny.us support.sspl.org
AddHandler fastcgi-script fcgi
FastCgiServer    /home/opt/rt2/bin/mason_handler.fcgi
ScriptAliasMatch (.*/)$      /home/opt/rt2/bin/mason_handler.fcgi$1
ScriptAliasMatch (.*\.html)$ /home/opt/rt2/bin/mason_handler.fcgi$1
</VirtualHost>

The httpd log is complaining on a regular bases about some of the
scritps. Perhaps I need to do something, yet. Perhaps the module needs
to be updated. Any ideas are really appreciated.

Here are some of the log errors.

[Thu Aug  8 13:31:26 2002] [error] [client 192.168.1.20] FastCGI: server "/home/
opt/rt2/bin/mason_handler.fcgi" stderr:         HTML::Mason::Component::run('HTM
L::Mason::Component::FileBased=HASH(0x8c1dbe8)', 'Create', 1) called at /home/op
t/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 654
[Thu Aug  8 13:31:26 2002] [error] [client 192.168.1.20] FastCGI: server "/home/
opt/rt2/bin/mason_handler.fcgi" stderr:         eval {...} called at /home/opt/l
ib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 654
[Thu Aug  8 13:31:26 2002] [error] [client 192.168.1.20] FastCGI: server "/home/
opt/rt2/bin/mason_handler.fcgi" stderr:         HTML::Mason::Request::comp('HTML
::Mason::Request=HASH(0x8d36efc)', 'HASH(0x8d32264)', 'HTML::Mason::Component::F
ileBased=HASH(0x8c1dbe8)', 'Create', 1) called at /home/opt/lib/perl5/site_perl/
5.6.1/HTML/Mason/Request.pm line 160
[Thu Aug  8 13:31:26 2002] [error] [client 192.168.1.20] FastCGI: server "/home/
opt/rt2/bin/mason_handler.fcgi" stderr:         eval {...} called at /home/opt/l
ib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 160
[Thu Aug  8 13:31:26 2002] [error] [client 192.168.1.20] FastCGI: server "/home/
opt/rt2/bin/mason_handler.fcgi" stderr:         HTML::Mason::Request::exec('HTML
::Mason::Request=HASH(0x8d36efc)', '/Admin/Queues/Modify.html', 'Create', 1) cal
led at /home/opt/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 244


-- 
Josh Kuperman                       
josh at saratoga.lib.ny.us




From rick.rezinas at qsent.com  Thu Aug  8 14:12:33 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Thu, 8 Aug 2002 11:12:33 -0700
Subject: [rt-users] doubled headers
Message-ID: <20020808181233.GJ20662@yeti.qsent.com>

Hello,

I've been using RT for a few weeks now and it's pretty awesome.  One issue
that I'm having is that email headers get doubled.

partial example:

X-RT-Loop-Prevention: qsent.com   
X-RT-Loop-Prevention: qsent.com
Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
RT-Ticket: qsent.com #141
RT-Ticket: qsent.com #141
Reply-To: ps.rt-comment at qsent.com
Reply-To: ps.rt-comment at qsent.com

all the headers are like this, from, to, subject.  It hasn't been a problem because
we're mostly outlook shop, except my department, so no one can see the headers anyway.

One other side effect I think is related is that mails to the outside get duped, so 
that if a requestor reqested from, say hotmail, they'll get 2 responses.

Has anyone seen this, am I missing something simple?  

thanks for the help!
rick


--
Rick Rezinas
Unix Systems Administrator
Qsent, Inc.


When Gladstone was British Prime Minister he visited Michael Faraday's
laboratory and asked if some esoteric substance called `Electricity'
would ever have practical significance.
"One day, sir, you will tax it," was the answer.
					        	-- Science, 1994




From jim at archer.net  Thu Aug  8 14:24:01 2002
From: jim at archer.net (Jim Archer)
Date: Thu, 08 Aug 2002 14:24:01 -0400
Subject: [rt-users] 20-40% failure of mod_perl dynamically loaded
Message-ID: <11384199.1028816641@MACDUFF>

Hello All...

We're planning an RT installation for our new server, which should be here 
in a week.  Anyhow, we noticed that the manual says:

"As previously noted, loading mod_perl dynamically (DSO) does not work with 
RT2 approximately 20-40% of the time. This includes the default Apache + 
mod_perl installation under Mac OSX."

We are planning to run it on Apache and Debian Linux.  We're wondering if 
this is still an issue and if so, can someone describe the nature of this 
failure?  Does this mean it fails to start about 40% of the time, but if it 
does start it runs, or that 40% of the CGI calls fail?

Any info on this would be appreciated.  Does anyone know of a workaround 
that keeps mod_perl dynamically loaded?  We might take a stab at fixing it, 
since we want to keep Apache under package management.

Thanks.

Jim






From khera at kcilink.com  Thu Aug  8 14:25:00 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 8 Aug 2002 14:25:00 -0400
Subject: [rt-users] Doesn't work with Apache 2
In-Reply-To: <20020808173609.GA16349@complete.org>
References: <20020808041856.GC3593@complete.org>
	<15698.43558.709772.633634@onceler.kciLink.com>
	<20020808173609.GA16349@complete.org>
Message-ID: <15698.46972.123952.548398@onceler.kciLink.com>

>>>>> "JG" == John Goerzen <jgoerzen at complete.org> writes:

JG> On Thu, Aug 08, 2002 at 01:28:06PM -0400, Vivek Khera wrote:
>> So where exactly did you get mod_perl 2.0?  It does not exist.

JG> http://perl.apache.org/download/index.html

Which says "mod_perl 2.0 (in development): Version 1.99_04 - June 22, 2002"

the key phrase being "in development".  And the version is 1.99_04,
not 2.0.


>> What you need to do is back down to mod_perl 1.x, and then everything
>> should work fine.

JG> According to documentation and actual experience, mod_perl 1.x is
JG> incompatible with Apache 2.

Yes.  This is correct. To use mod_perl, you cannot currently use
apache2.  It is really only suited for developers.  Also, *lots* of
modules are not yet ported to work with mod_perl, as you've
discovered.



From khera at kcilink.com  Thu Aug  8 14:31:49 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 8 Aug 2002 14:31:49 -0400
Subject: [rt-users] 20-40% failure of mod_perl dynamically loaded
In-Reply-To: <11384199.1028816641@MACDUFF>
References: <11384199.1028816641@MACDUFF>
Message-ID: <15698.47381.668150.9802@onceler.kciLink.com>

>>>>> "JA" == Jim Archer <jim at archer.net> writes:

JA> "As previously noted, loading mod_perl dynamically (DSO) does not
JA> work with RT2 approximately 20-40% of the time. This includes the
JA> default Apache + mod_perl installation under Mac OSX."

I run mod_perl as a DSO on FreeBSD and have eactly one issue with it:
massive memory leak on restart (via SIGUSR1 or SIGHUP).  My work
around is to avoid doing that ;-)

I think that if the DSO works or does not work it will be consistent,
not randomly fail 40% of the time.

With linux, expect DSO to work, since the primary development system
for mod_perl happens to be linux.



From rick.rezinas at qsent.com  Thu Aug  8 18:50:55 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Thu, 8 Aug 2002 15:50:55 -0700
Subject: [rt-users] rt backups
Message-ID: <20020808225055.GJ21366@yeti.qsent.com>

Hello,

was browsing the docs for backups and found that the rt2 script (sample)
is pending.  Curious what sort of viewpoints/tips you folks have on this
subject?

thanks,
rick

--
Rick Rezinas
Unix Systems Administrator
Qsent, Inc.


When Gladstone was British Prime Minister he visited Michael Faraday's
laboratory and asked if some esoteric substance called `Electricity'
would ever have practical significance.
"One day, sir, you will tax it," was the answer.
					        	-- Science, 1994




From gkwagner at cats.ucsc.edu  Thu Aug  8 19:50:32 2002
From: gkwagner at cats.ucsc.edu (Gretchen K. Wagner)
Date: Thu, 8 Aug 2002 16:50:32 -0700 (PDT)
Subject: [rt-users] Apache authentication, then RT authentication?
In-Reply-To: <20020807155001.GM10334@nemesis.ox.icnet.uk>
Message-ID: <Pine.LNX.4.44.0208081626540.26545-100000@splat.ucsc.edu>

On Wed, 7 Aug 2002, Dave Ewart wrote:

> 1. Open http://.../rt2/ and receive popup browser password prompt as
> expected;
> 
> 2. On entering username/password correctly, I get dumped at the RT login
> screen - asking for username and password as it used to before I enable
> $WebExternalAuth.  (RT works normally once entering after entering this
> username/password BTW)

I have this same problem as well, with a fresh/otherwise unmodified build of 
2.0.14, with mod_auth_pam 1.1.1 compiled statically into Apache 1.3.26.  
Authenticate once fine, then get the RT login screen.  Of course, in this 
case, the RT login requires the local/RT password -- it doesn't end up 
passing it off to PAM (which works for other similarly protected webspace on 
this server).

Ideas, anyone?  Perhaps I'm setting $WebExternalAuth improperly (couldn't 
find any relevent documentation or useful examples in mailing list archives).

-- 
Gretchen K. Wagner
gkwagner at cats.ucsc.edu





From pdh at snapgear.com  Thu Aug  8 20:55:35 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 9 Aug 2002 10:55:35 +1000
Subject: [rt-users] doubled headers
In-Reply-To: <20020808181233.GJ20662@yeti.qsent.com>
References: <20020808181233.GJ20662@yeti.qsent.com>
Message-ID: <20020809005535.GR457@luggage>

Rick Rezinas wrote:
> Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
> Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)

Something strikes me as weird and possibly related here.
This header changed to "Managed-by" (or maybe "Managed-By")
around 2.0.5. "Managed-BY: 2.0.13" shouldn't be possible
unless you've got a half-assed upgrade there.

What version of /path/to/rt2/lib/RT/Action/SendEmail.pm have
you?
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From markb at server101.com  Thu Aug  8 21:36:30 2002
From: markb at server101.com (Mark Bathie)
Date: Fri, 9 Aug 2002 11:36:30 +1000
Subject: [rt-users] rt sendmail problems
Message-ID: <20020809113630.F6881@bofh.server101.com>

Hi everyone,

Just started playing with rt and am having problems getting emails to appear in rt web interface. Sendmail spits out the following guff...

Aug  9 11:23:10 flod sendmail[22620]: g791NAR22620: from=root, size=20, class=0, nrcpts=1, msgid=<200208090123.g791NAR22620 at flod.server101.com>, relay=root at localhost
Aug  9 11:23:10 flod smrsh: uid 8: attempt to use rt-mailgate --queue support --action correspond
Aug  9 11:23:10 flod sendmail[22623]: g791NAR22620: to="|/opt/rt2/bin/rt-mailgate --queue support --action correspond", ctladdr=support (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30020, dsn=5.0.0, stat=Service unavailable
Aug  9 11:23:10 flod sendmail[22623]: g791NAR22620: g791NAQ22623: DSN: Service unavailable
Aug  9 11:23:10 flod sendmail[22623]: g791NAQ22623: to=root, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=30120, dsn=2.0.0, stat=Sent

As you can see the alias "support" points to the rt-mailgate pipe, but I get the Serivce unavailable message ??

Another thing to consider, when I simply type> echo "test" | /opt/rt2/bin/rt-mailgate --queue support --action correspond
on the command line, I get an entry in the web interface.

any ideas ?

thanks in advance.
___________
Mark Bathie
markb at server101.com
http://www.server101.com
Webhosting and E-commerce Solutions
 
Phone : AU (07)38766 101
        US  877 7762 101
Fax   : +61 7 38763 101



From darren at dazza.org  Thu Aug  8 22:40:48 2002
From: darren at dazza.org (Darren Nickerson)
Date: Thu, 8 Aug 2002 22:40:48 -0400
Subject: [rt-users] rt2stats - patch
References: <49F78F5E3F07D511818200508B5C78510664EDBC@BALNTEX001.qwest.net> <20020718083813.GB6180@netthink.co.uk> <3D52A38F.4050803@hamburg.fcb.com>
Message-ID: <00f301c23f4e$2cb9d390$3d20a6d1@dazzawinxp>

Harald,

Any chance you can coordinate with Jesse to get this stuff put into contrib/ now that you're the maintainer?

Increased exposure will mean increased feedback, one would hope ;-)

-Darren

  ----- Original Message ----- 
  From: Harald Wagener 
  To: 'rt-users at lists.fsck.com' 
  Sent: Thursday, August 08, 2002 12:59 PM
  Subject: Re: [rt-users] rt2stats - patch


  Simon Cozens wrote:
   > Hall, Christian N:
   >
   >> I am looking for the rt2stats package. If anyone has a link or of a
   >>known site that would be great.
   >
   >
   > http://users.ox.ac.uk/~simon/stats.tar.gz
   >
   > No instructions, no support, have fun!
   >

  Hello,
  attached You will find a patch that should make the Statistics package a bit
  more generic . CallsMultiQueue needs something better than
  @queues => qw(general) (the right hand side should be an array of all active
  queues fo the current user - anybody have the code for that at hand?); and
  Resolution.html should have something better than $queue => "general" as well.

  My main additions are links back to RT or the Statistics start page on all
  the sub pages.

  Mind that some of the graphs are not created on my system. I get the
  following error:

  [Thu Aug  8 11:42:02 2002] [error] Apache::GD::Graph: GET
  //chart?type=lines&x_labels=[Sun%204,Mon%205,Tue%206,Wed%207,Thu%208]&y_number_format=&data1=[,62299,31080,12349] 

  HTTP/1.0: Size of x_labels not the same as length of data.

  Regards,
  Harald

  PS: quick instructions:

  - get Apache::GD::Graph installed (via CPAN). This might require installing
      gd and gd-devel (in redhat lingo), as well as some graphics libraries
      (libfreetype, libpng, libjpeg, libXpm (not needed)) and a fistful of perl
      modules (GD, GD::Graph, GT::Text::Util, Font::TTF, possibly others).

  - configure Your rt location in httpd.conf similar to this:

  <VirtualHost rt.yournamehere.com>
        DocumentRoot /path/to/rt2/WebRT/html
        ServerName rt.yournamehere.com
        ErrorLog logs/error_log_rt
        CustomLog logs/access_log_rt combined
        PerlModule Apache::DBI
        PerlFreshRestart On
        PerlRequire /path/to/rt2/bin/webmux.pl
            <Location />
                SetHandler perl-script
                PerlHandler RT::Mason
            </Location>
            <Location /chart>
            SetHandler perl-script
            PerlHandler +Apache::GD::Graph
            </Location>
  </Virtualhost>

  - put the Statistics Directory into /path/to/rt2/WebRT/html

  - restart Your httpd (ideally stopping and starting)

  - go to $RT::WebUrl/Statistics and behold the wonders of the Statistics
      package

  - If You're in a good mood, fix some errors with the package and post Your
      diff (- :


  -- 
  Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com




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


  diff -r -U2 Statistics.orig/CallsMultiqueue.html Statistics/CallsMultiqueue.html --- Statistics.orig/CallsMultiqueue.html Tue Feb 19 06:56:11 2002 +++ Statistics/CallsMultiqueue.html Thu Aug 8 11:47:18 2002 @@ -2,4 +2,8 @@ 
  Number of Tickets Per Queue Per Day 
  +>Back to RT +  Statistics/ >Back to Statistics + 
  + @@ -89,5 +93,5 @@ 
  -% my $url = 'https://rt.oucs.ox.ac.uk/chart?type=lines&x_labels=['; +% my $url = $RT::WebURL.'/chart?type=lines&x_labels=['; % $url .= join ",", @{ shift @data }; % $url .= ']&'; @@ -102,5 +106,5 @@ $status => "resolved" $max => 5 - at queues => qw(advisory maillist registration micros) + at queues => qw(general) $weekends => 0 diff -r -U2 Statistics.orig/CallsQueueDay.html Statistics/CallsQueueDay.html --- Statistics.orig/CallsQueueDay.html Tue Feb 19 06:56:11 2002 +++ Statistics/CallsQueueDay.html Thu Aug 8 11:28:48 2002 @@ -2,4 +2,7 @@ 
  Number of Tickets Handled in Per Day 
  +>Back to RT +  Statistics/ >Back to Statistics + 
  @@ -60,5 +63,5 @@ 
  -% my $url = $RT::WebURL.'/chart?type=lines&x_labels=['; +% my $url = $RT::WebURL.'chart?type=lines&x_labels=['; % $url .= join ",", @{ shift @data }; % $url .= ']&'; @@ -74,5 +77,5 @@ Per Day 
  +>Back to RT +  Statistics/ >Back to Statistics + 
  diff -r -U2 Statistics.orig/Resolution.html Statistics/Resolution.html --- Statistics.orig/Resolution.html Tue Feb 19 06:56:11 2002 +++ Statistics/Resolution.html Thu Aug 8 11:47:45 2002 @@ -2,4 +2,7 @@ 
  Average Time-to-resolution for Tickets in 
  +>Back to RT +  Statistics/ >Back to Statistics + 
  @@ -73,5 +76,5 @@ >Back to RT + Statistics/ >Back to Statistics + + 
-------------- next part --------------
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From raanders at acm.org  Thu Aug  8 23:23:10 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Thu, 8 Aug 2002 20:23:10 -0700 (PDT)
Subject: [rt-users] rt sendmail problems
In-Reply-To: <20020809113630.F6881@bofh.server101.com>
Message-ID: <Pine.LNX.4.33.0208082018330.18567-100000@main.cyber-office.net>

On Fri, 9 Aug 2002, Mark Bathie wrote:

> Hi everyone,
> 
> Just started playing with rt and am having problems getting emails to appear in rt web interface. Sendmail spits out the following guff...
> 

> Aug 9 11:23:10 flod sendmail[22620]: g791NAR22620: from=root, size=20,
> class=0, nrcpts=1,
> msgid=<200208090123.g791NAR22620 at flod.server101.com>,
> relay=root at localhost

> Aug 9 11:23:10 flod smrsh: uid 8: attempt to use rt-mailgate --queue
> support --action correspond

Try this command (substituting the correct stuff for your install.)

ln -s /path/to/rt/bin/rt-mailgate /etc/smrsh/rt-mailgate

> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

It's mentioned here ^^^ or here  ^^^.  :-)


Cheers,
Rod
-- 
  "Open Source Software - Sometimes you get more than you paid for..."




From markb at server101.com  Fri Aug  9 00:24:54 2002
From: markb at server101.com (Mark Bathie)
Date: Fri, 9 Aug 2002 14:24:54 +1000
Subject: [rt-users] rt sendmail problems
In-Reply-To: <Pine.LNX.4.33.0208082018330.18567-100000@main.cyber-office.net>; from raanders@acm.org on Thu, Aug 08, 2002 at 08:23:10PM -0700
References: <20020809113630.F6881@bofh.server101.com> <Pine.LNX.4.33.0208082018330.18567-100000@main.cyber-office.net>
Message-ID: <20020809142454.A20170@bofh.server101.com>

Thanks for the help...

after creating the symlink I get the following error

Aug  9 14:18:23 flod sendmail[22799]: g794INp22799: from=root, size=20, class=0, nrcpts=1, msgid=<200208090418.g794INp22799 at flod.server101.com>, relay=root at localhost
Aug  9 14:18:23 flod sendmail[22802]: g794INp22799: to="|/opt/rt2/bin/rt-mailgate --queue support --action correspond", ctladdr=support (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30020, dsn=5.3.0, stat=unknown mailer error 2
Aug  9 14:18:23 flod sendmail[22802]: g794INp22799: g794INo22802: DSN: unknown mailer error 2
Aug  9 14:18:23 flod sendmail[22802]: g794INo22802: to=root, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=30120, dsn=2.0.0, stat=Sent

I couldn't find any reference to this error in the FAQ :(

cheers,

Mark.

* Roderick A. Anderson (raanders at acm.org) wrote:
> On Fri, 9 Aug 2002, Mark Bathie wrote:
> 
> > Hi everyone,
> > 
> > Just started playing with rt and am having problems getting emails to appear in rt web interface. Sendmail spits out the following guff...
> > 
> 
> > Aug 9 11:23:10 flod sendmail[22620]: g791NAR22620: from=root, size=20,
> > class=0, nrcpts=1,
> > msgid=<200208090123.g791NAR22620 at flod.server101.com>,
> > relay=root at localhost
> 
> > Aug 9 11:23:10 flod smrsh: uid 8: attempt to use rt-mailgate --queue
> > support --action correspond
> 
> Try this command (substituting the correct stuff for your install.)
> 
> ln -s /path/to/rt/bin/rt-mailgate /etc/smrsh/rt-mailgate
> 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> It's mentioned here ^^^ or here  ^^^.  :-)
> 
> 
> Cheers,
> Rod
> -- 
>   "Open Source Software - Sometimes you get more than you paid for..."



From pdh at snapgear.com  Fri Aug  9 01:35:59 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 9 Aug 2002 15:35:59 +1000
Subject: [rt-users] doubled headers
In-Reply-To: <20020809011100.GT20662@yeti.qsent.com>
References: <20020808181233.GJ20662@yeti.qsent.com> <20020809005535.GR457@luggage> <20020809011100.GT20662@yeti.qsent.com>
Message-ID: <20020809053559.GA457@luggage>

[copying back to rt-users]

Rick Rezinas wrote:
> here's the header there:
> 
> # $Header: /raid/cvsroot/rt/lib/RT/Action/SendEmail.pm,v 1.3 2002/02/28 06:49:09 jesse Exp $
> # Copyright 2000  Jesse Vincent <jesse at fsck.com> and Tobias Brox <tobix at cpan.org>
> # Released under the terms of the GNU Public License

Right, that's the version I'd expect for 2.0.13.

> This is for a fresh install, never had installed before.  It seems to be
> working just fine otherwise.

Hmm.

> > Rick Rezinas wrote:
> > > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
> > > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)

OK, what do you get from

find /path/to/rt2 -type f print | xargs grep -i managed-by

?
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From pdh at snapgear.com  Fri Aug  9 01:45:14 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 9 Aug 2002 15:45:14 +1000
Subject: [rt-users] doubled headers
In-Reply-To: <20020809053559.GA457@luggage>
References: <20020808181233.GJ20662@yeti.qsent.com> <20020809005535.GR457@luggage> <20020809011100.GT20662@yeti.qsent.com> <20020809053559.GA457@luggage>
Message-ID: <20020809054514.GB457@luggage>

Phil Homewood wrote:
> OK, what do you get from
> find /path/to/rt2 -type f print | xargs grep -i managed-by

Never mind; it looks like something around 2.0.12/2.0.13 did
have the busted case (though I can't immediately see where.)

So ignore that. It's probably irrelevant. :-)
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From hwagener at hamburg.fcb.com  Fri Aug  9 09:18:21 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 09 Aug 2002 09:18:21 -0400
Subject: [rt-users] rt2stats - patch
References: <49F78F5E3F07D511818200508B5C78510664EDBC@BALNTEX001.qwest.net> <20020718083813.GB6180@netthink.co.uk> <3D52A38F.4050803@hamburg.fcb.com> <00f301c23f4e$2cb9d390$3d20a6d1@dazzawinxp>
Message-ID: <3D53C11D.8000604@hamburg.fcb.com>

Darren Nickerson wrote:
 > Harald,
 >
 > Any chance you can coordinate with Jesse to get this stuff put into
 > contrib/ now that you're the maintainer?
 >
 > Increased exposure will mean increased feedback, one would hope ;-)
 >
 > -Darren
 >
 >

IMHO, the Statistics page is not yet up shape for general distribution. I
have about a dozen things I'd like to improve on (and that might take a
while, since I only inherited it yesterday.

Maybe some time later.

Regards,
	Harald



-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com





From mmoorcroft at mail.arc.nasa.gov  Fri Aug  9 04:16:31 2002
From: mmoorcroft at mail.arc.nasa.gov (Mark Moorcroft)
Date: Fri, 9 Aug 2002 01:16:31 -0700
Subject: [rt-users] Perl 5.8
Message-ID: <p05111a03b979294ece11@[192.168.0.30]>

Upon running make fixdeps on my OSX Server box I find that it seems 
to want to install a newer Perl than 5.6.0. The README would indicate 
that 5.6.0 is supported and I'm hoping to avoid rebuilding Apache, 
PHP, mod_perl and all the other damn modules. OSX puts things in 
non-standard places, so this whole process becomes a nightmare once 
Perl is updated by fixdeps (I already went down that road once and I 
started over). Any comments??


--MM


-- 



Mark Moorcroft
ELORET Corp.
650-604-4784 (32)
mailto:mmoorcroft at mail.arc.nasa.gov



From smylers at gbdirect.co.uk  Fri Aug  9 04:25:10 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 9 Aug 2002 09:25:10 +0100 (BST)
Subject: [rt-users] Perl 5.8
In-Reply-To: <p05111a03b979294ece11@[192.168.0.30]>
Message-ID: <Pine.LNX.4.44.0208090921000.28876-100000@tiger.gbdirect.co.uk>

Mark Moorcroft wrote:

> Upon running make fixdeps on my OSX Server box I find that it seems to
> want to install a newer Perl than 5.6.0.

I'm guessing here, but I think this could be because the CPAN module has
noticed that the most-recently released version of a module it needs is
in the Perl 5.8 distribution.  The was a flurry of this kind of thing
shortly after 5.8's release.

I believe this resulted in CPAN being upgraded; try upgrading to the
latest CPAN first then trying again.

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From francisv at dagupan.com  Fri Aug  9 06:38:06 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Fri, 9 Aug 2002 18:38:06 +0800 
Subject: [rt-users] Meaningful From: address
Message-ID: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com>

Hi,

Whenever RT responds to an e-mail, it appears as -- "help" <help at address>. I
know that "help" is a queue but can I make it appear as a different name to
the rest of the world? (i.e. Customer Support <help at address>)

---
 francis a. vidal [bitstop network services] | http://www.bitstop.ph
 streaming media + web hosting               | http://www.keystone.ph
 v(02)330-2871,(02)330-2872; f(02)330-2873   | http://www.kuro.ph 




From robie at principle.co.uk  Fri Aug  9 07:05:47 2002
From: robie at principle.co.uk (Robie Basak)
Date: 09 Aug 2002 12:05:47 +0100
Subject: [rt-users] Meaningful From: address
In-Reply-To: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com>
References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com>
Message-ID: <1028891147.19118.56.camel@debian>

On Fri, 2002-08-09 at 11:38, francisv at dagupan.com wrote:
> Whenever RT responds to an e-mail, it appears as -- "help" <help at address>. I
> know that "help" is a queue but can I make it appear as a different name to
> the rest of the world? (i.e. Customer Support <help at address>)

Just putting it into the Description box in the Queue configuration
worked for me.

Robie.



From raanders at acm.org  Fri Aug  9 08:32:02 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Fri, 9 Aug 2002 05:32:02 -0700 (PDT)
Subject: [rt-users] rt sendmail problems
In-Reply-To: <20020809142454.A20170@bofh.server101.com>
Message-ID: <Pine.LNX.4.33.0208090526080.23408-100000@main.cyber-office.net>

On Fri, 9 Aug 2002, Mark Bathie wrote:

> Thanks for the help...
> 
> after creating the symlink I get the following error
> 
> Aug 9 14:18:23 flod sendmail[22799]: g794INp22799: from=root, size=20,
> class=0, nrcpts=1,
> msgid=<200208090418.g794INp22799 at flod.server101.com>,
> relay=root at localhost

> Aug 9 14:18:23 flod sendmail[22802]: g794INp22799:
> to="|/opt/rt2/bin/rt-mailgate --queue support --action correspond",
> ctladdr=support (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog,
> pri=30020, dsn=5.3.0, stat=unknown mailer error 2


From ben at oculan.com  Fri Aug  9 09:36:14 2002
From: ben at oculan.com (Benjamin Reed)
Date: 09 Aug 2002 09:36:14 -0400
Subject: [rt-users] doubled headers
In-Reply-To: <20020809053559.GA457@luggage>
References: <20020808181233.GJ20662@yeti.qsent.com>
	<20020809005535.GR457@luggage> <20020809011100.GT20662@yeti.qsent.com> 
	<20020809053559.GA457@luggage>
Message-ID: <1028900174.14709.6.camel@linux-ben>

On Fri, 2002-08-09 at 01:35, Phil Homewood wrote:

> > > Rick Rezinas wrote:
> > > > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
> > > > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)

I've seen this before, it started happening when I upgraded some of the
perl modules RT depends on (maybe 3 or 4 weeks ago).  You may want to
just try going into CPAN and doing an "r" to see if there's anything
mail-related that's out of date, I did that recently and the problem
went away.

-- 
Ben Reed (ben at oculan.com)
http://www.oculan.com/




From khera at kcilink.com  Fri Aug  9 10:50:26 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 9 Aug 2002 10:50:26 -0400
Subject: [rt-users] Perl 5.8
In-Reply-To: <p05111a03b979294ece11@[192.168.0.30]>
References: <p05111a03b979294ece11@[192.168.0.30]>
Message-ID: <15699.54962.888954.649148@onceler.kciLink.com>

>>>>> "MM" == Mark Moorcroft <mmoorcroft at mail.arc.nasa.gov> writes:

MM> Upon running make fixdeps on my OSX Server box I find that it seems 
MM> to want to install a newer Perl than 5.6.0. The README would indicate 
MM> that 5.6.0 is supported and I'm hoping to avoid rebuilding Apache, 
MM> PHP, mod_perl and all the other damn modules. OSX puts things in 
MM> non-standard places, so this whole process becomes a nightmare once 
MM> Perl is updated by fixdeps (I already went down that road once and I 
MM> started over). Any comments??

First, update your CPAN module to the latest.  Then run the fixdeps.
It will not trample your 5.6 installation with anything newere without
explicit OK by you.  The CPAN module that comes with 5.6 is bad that
way.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 rick.rezinas at qsent.com  Fri Aug  9 12:22:12 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Fri, 9 Aug 2002 09:22:12 -0700
Subject: [rt-users] doubled headers
In-Reply-To: <1028900174.14709.6.camel@linux-ben>
References: <20020808181233.GJ20662@yeti.qsent.com> <20020809005535.GR457@luggage> <20020809011100.GT20662@yeti.qsent.com> <20020809053559.GA457@luggage> <1028900174.14709.6.camel@linux-ben>
Message-ID: <20020809162212.GD22796@yeti.qsent.com>

Thanks Ben and Phil for the help!

The problem was with a perl module:
Mail::Address was 1.45.  1.48 is the latest.  Both problems appear to be
resolved now, double headers and twin emails being sent.

rick

On Fri, 09 Aug 2002, Benjamin Reed wrote:

> On Fri, 2002-08-09 at 01:35, Phil Homewood wrote:
> 
> > > > Rick Rezinas wrote:
> > > > > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
> > > > > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
> 
> I've seen this before, it started happening when I upgraded some of the
> perl modules RT depends on (maybe 3 or 4 weeks ago).  You may want to
> just try going into CPAN and doing an "r" to see if there's anything
> mail-related that's out of date, I did that recently and the problem
> went away.
> 
> -- 
> Ben Reed (ben at oculan.com)
> http://www.oculan.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

--
Rick Rezinas  503-889-7091
Unix Systems Administrator
Qsent, Inc.


When Gladstone was British Prime Minister he visited Michael Faraday's
laboratory and asked if some esoteric substance called `Electricity'
would ever have practical significance.
"One day, sir, you will tax it," was the answer.
					        	-- Science, 1994




From khera at kcilink.com  Fri Aug  9 12:55:28 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 9 Aug 2002 12:55:28 -0400
Subject: [rt-users] upgrade warning message
Message-ID: <15699.62464.770746.453953@onceler.kciLink.com>

I just did an upgrade from 2.0.11 to 2.0.14 and got this message
during the insertdata step:

% rt2/etc/insertdata 2.0.11
Looking for new objects to add to the database since 2.0.11

Database handle destroyed without explicit disconnect at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 267.
Creating ACL...done.
Creating users...done.
Creating groups...done.
Creating queues...done.
Creating ScripActions...11.12.done.
Creating ScripConditions...done.
Creating templates...done.
Creating Scrips...38.39.done.
%

I have latest versions of all perl modules except mason, which I kept
at 1.05.



From jrichard at digitalwest.net  Fri Aug  9 13:18:45 2002
From: jrichard at digitalwest.net (Josh Richards)
Date: Fri, 9 Aug 2002 10:18:45 -0700
Subject: [rt-users] Creating a ticket on behalf of a requestor?
Message-ID: <20020809101845.M18184@homer.digitalwest.net>

Is there anyway to determine whether a ticket was opened by a logged in
user on behalf of someone else and have that notated in the template
output?

For example, I login and select "New ticket in.. support".  In the
"Create a new ticket" screen that comes up I modify the requestor to be
the username assigned to a customer.  I'd like the top of the 
Correspondence output to say something to the effect of:

  (Ticket created by jrichard on behalf of <username>)

-jr

-- 
Josh Richards <jrichard@{ digitalwest.net, geekresearch.com, cubicle.net }>
Digital West Networks, Inc. - "Making Internet Business Better"
San Luis Obispo, CA - <URL:http://www.digitalwest.net/> - ASN 14589



From fox-rt_users at vulpes.net  Fri Aug  9 13:18:49 2002
From: fox-rt_users at vulpes.net (Jeremy Doran)
Date: 09 Aug 2002 10:18:49 -0700
Subject: [rt-users] could not find component for path 'php /Elements/Header'
Message-ID: <1028913544.31120.8.camel@pictus.engr.nominum.com>

Hi,

I'm just trying to install RT 2.0.14 to Apache/1.3.26, and after finally
(I believe) fixing it so it doesn't ask if I want to download the pages,
now have it so it will present me with the login screen, but when I type
in the default user root & password, I get the following error: 

System error
error:  could not find component for path 'php /Elements/Header'
context: 
1:  <&php /Elements/Header, Title=>"Start page", Refresh =>
$session{'home_refresh_interval'} &>
2:  <&php /Elements/Tabs, current_toptab => '' &>
3:  <TABLE BORDER=0 WIDTH=100%>
4:  <TR VALIGN=TOP>
5:  <TD WIDTH=70%>
... 
code stack:  /usr/local/rt2/WebRT/html/index.html:1
/usr/local/rt2/WebRT/html/autohandler:58

I've checked my etc/config.pm and the MasonComponent stuff all seems to
be pointing to directories which do exist: 

$MasonComponentRoot = "/usr/local/rt2/WebRT/html";
$MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html";
$MasonDataDir = "/usr/local/rt2/WebRT/data";
$MasonSessionDir = "/usr/local/rt2/WebRT/sessiondata";

and Elements/Header _is_ there under $MasonComponentRoot - it just
doesn't seem to be found by the script. 

Not sure if it could be my web configuration, but here's what we have
anyway:

# RT2 configuration
<Directory "/usr/local/rt2">
        AllowOverride AuthConfig
        Options ExecCGI
        RemoveType .html
</Directory>
Alias /rt2 /usr/local/rt2/WebRT/html
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location /rt2>
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>

(btw, I need the RemoveType in there as we have AddType
application/x-httpd-php globally for .html files on the server, and this
seemed to affect the open-file-or-save issue)

Has anyone seen this before, or could give me a pointer what could be
wrong?

Thanks,
-- 
J C Doran




From gkwagner at cats.ucsc.edu  Fri Aug  9 14:33:32 2002
From: gkwagner at cats.ucsc.edu (Gretchen K. Wagner)
Date: Fri, 9 Aug 2002 11:33:32 -0700 (PDT)
Subject: [rt-users] Apache authentication, then RT authentication?
In-Reply-To: <Pine.LNX.4.44.0208081626540.26545-100000@splat.ucsc.edu>
Message-ID: <Pine.LNX.4.44.0208091127320.28845-100000@splat.ucsc.edu>

On Thu, 8 Aug 2002, Gretchen K. Wagner wrote:

> Ideas, anyone?  Perhaps I'm setting $WebExternalAuth improperly (couldn't 
> find any relevent documentation or useful examples in mailing list archives).

After toying about with the WebExternalAuth setting (pointing it to differing
PAM libraries), I now get passed/logged directly into RT, but then I get "You
are not an authorized user" for any function, and "logout" is now missing.

FWIW, here's some relevent config detail from apache:

    Alias /rt2 "/rt/RT2/WebRT/html"
    PerlRequire /rt/RT2/bin/webmux.pl
    <Location /rt2>
        AuthType Basic
        AuthName "Kerberos authentication for RT2"
        require valid-user
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>

-- 
Gretchen K. Wagner
gkwagner at cats.ucsc.edu




From khera at kcilink.com  Fri Aug  9 14:47:31 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 9 Aug 2002 14:47:31 -0400
Subject: [rt-users] change in "From" line
Message-ID: <15700.3651.438479.277454@onceler.kciLink.com>

Since upgrading from 2.0.11 to 2.0.14, my "From" lines look like this:

 From: "" address at example.com " via RT" <queue at mydomain.com>

before they looked much better:

 From: address at example.com via RT <queue at mydomain.com>

What's the reasoning behind all the added quotes?

This happens with both the "sendmail" and "sendmailpipe" sending
methods.

Or could this be related to perl's MailTools 1.48 package?

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 fox-rt_users at vulpes.net  Fri Aug  9 14:47:46 2002
From: fox-rt_users at vulpes.net (Jeremy Doran)
Date: 09 Aug 2002 11:47:46 -0700
Subject: [rt-users] could not find component for path 'php
	/Elements/Header'
In-Reply-To: <1028913544.31120.8.camel@pictus.engr.nominum.com>
References: <1028913544.31120.8.camel@pictus.engr.nominum.com>
Message-ID: <1028918880.31120.10.camel@pictus.engr.nominum.com>

Actually, we've just solved this problem. 

Turns out that one of my co-workers in trying to help debug the
open-file-or-save problem changed some of the tags in the index.html
file. 

Changing them back to what they were meant to be makes it work so much
better :)

On Fri, 2002-08-09 at 10:18, Jeremy Doran wrote:
> 
> Hi,
> 
> I'm just trying to install RT 2.0.14 to Apache/1.3.26, and after finally
> (I believe) fixing it so it doesn't ask if I want to download the pages,
> now have it so it will present me with the login screen, but when I type
> in the default user root & password, I get the following error: 
> 
> System error
> error:  could not find component for path 'php /Elements/Header'
> context: 
> 1:  <&php /Elements/Header, Title=>"Start page", Refresh =>
> $session{'home_refresh_interval'} &>
> 2:  <&php /Elements/Tabs, current_toptab => '' &>
> 3:  <TABLE BORDER=0 WIDTH=100%>
> 4:  <TR VALIGN=TOP>
> 5:  <TD WIDTH=70%>
> ... 
> code stack:  /usr/local/rt2/WebRT/html/index.html:1
> /usr/local/rt2/WebRT/html/autohandler:58
> 
> I've checked my etc/config.pm and the MasonComponent stuff all seems to
> be pointing to directories which do exist: 
> 
> $MasonComponentRoot = "/usr/local/rt2/WebRT/html";
> $MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html";
> $MasonDataDir = "/usr/local/rt2/WebRT/data";
> $MasonSessionDir = "/usr/local/rt2/WebRT/sessiondata";
> 
> and Elements/Header _is_ there under $MasonComponentRoot - it just
> doesn't seem to be found by the script. 
> 
> Not sure if it could be my web configuration, but here's what we have
> anyway:
> 
> # RT2 configuration
> <Directory "/usr/local/rt2">
>         AllowOverride AuthConfig
>         Options ExecCGI
>         RemoveType .html
> </Directory>
> Alias /rt2 /usr/local/rt2/WebRT/html
> PerlModule Apache::DBI
> PerlFreshRestart On
> PerlRequire /usr/local/rt2/bin/webmux.pl
> <Location /rt2>
>   SetHandler perl-script
>   PerlHandler RT::Mason
> </Location>
> 
> (btw, I need the RemoveType in there as we have AddType
> application/x-httpd-php globally for .html files on the server, and this
> seemed to affect the open-file-or-save issue)
> 
> Has anyone seen this before, or could give me a pointer what could be
> wrong?
> 
> Thanks,
> -- 
> J C Doran
> 
> 
> _______________________________________________
> 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 rich+rt at lafferty.ca  Fri Aug  9 14:57:42 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 9 Aug 2002 14:57:42 -0400
Subject: [rt-users] change in "From" line
In-Reply-To: <15700.3651.438479.277454@onceler.kciLink.com>; from khera@kcilink.com on Fri, Aug 09, 2002 at 02:47:31PM -0400
References: <15700.3651.438479.277454@onceler.kciLink.com>
Message-ID: <20020809145742.A2523@lafferty.ca>

On Fri, Aug 09, 2002 at 02:47:31PM -0400, Vivek Khera <khera at kcilink.com> wrote:
> Since upgrading from 2.0.11 to 2.0.14, my "From" lines look like this:
> 
>  From: "" address at example.com " via RT" <queue at mydomain.com>
> 
> before they looked much better:
> 
>  From: address at example.com via RT <queue at mydomain.com>
> 
> What's the reasoning behind all the added quotes?

Well, your "much better" example will break the MTA. :-) That's not an
email address in front, it's a realname. (It will also break with
commas, etc.)

IIRC, the inside set of quotes is from the original email, extracted
by RT::Interface::Email on the way in. The outside set of quotes is
from RT::Action::SendEmail on the way out.

Both are probably unnecessary, but one is necessary. I decided we
should always have quotes on outgoing messages to take care of RFC
2822 compliance, but not store quotes in RT's database in the Real
Name field when they've been added to incoming mail because of RFC
2822 compliance. Patch against my 2.0.13 install appended.

  -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 -----------+-----------------------------------------------
-------------- next part --------------
--- rt2-orig/lib/RT/Action/SendEmail.pm	Fri Jul 12 10:31:20 2002
+++ rt2-esmith/lib/RT/Action/SendEmail.pm	Fri Jul 12 12:12:55 2002
@@ -291,6 +291,7 @@
     
   unless ($self->TemplateObj->MIMEObj->head->get('From')) {
       my $friendly_name=$self->TransactionObj->CreatorObj->RealName;
+      $friendly_name =~ s/"/\\"/g;
       # TODO: this "via RT" should really be site-configurable.
       $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>");
   }
--- rt2-orig/lib/RT/Interface/Email.pm	Fri Jul 12 12:07:46 2002
+++ rt2-esmith/rt2/lib/RT/Interface/Email.pm	Fri Jul 12 12:24:23 2002
@@ -336,6 +336,10 @@
 
     #Suck the address of the sender out of the header
     my ($Address, $Name) = ParseSenderAddressFromHead($head);
+
+    # Incoming mail address may have quotes around name part
+    $Name =~ s/^"//;
+    $Name =~ s/"$//;
     
     #This will apply local address canonicalization rules
     $Address = RT::CanonicalizeAddress($Address);

From khera at kcilink.com  Fri Aug  9 15:26:59 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 9 Aug 2002 15:26:59 -0400
Subject: [rt-users] change in "From" line
In-Reply-To: <20020809145742.A2523@lafferty.ca>
References: <15700.3651.438479.277454@onceler.kciLink.com>
	<20020809145742.A2523@lafferty.ca>
Message-ID: <15700.6019.374559.392567@onceler.kciLink.com>

>>>>> "RL" == Rich Lafferty <rich+rt at lafferty.ca> writes:

RL> On Fri, Aug 09, 2002 at 02:47:31PM -0400, Vivek Khera <khera at kcilink.com> wrote:
>> Since upgrading from 2.0.11 to 2.0.14, my "From" lines look like this:
>> 
>> From: "" address at example.com " via RT" <queue at mydomain.com>
>> 
>> before they looked much better:
>> 
>> From: address at example.com via RT <queue at mydomain.com>
>> 
>> What's the reasoning behind all the added quotes?

RL> Well, your "much better" example will break the MTA. :-) That's not an
RL> email address in front, it's a realname. (It will also break with
RL> commas, etc.)

Well, no, it won't make a bit of difference given the way it is quoted
now.  The realname part is outside of a quoted environment.

Seems to me the better way would be to put the realname part in the
comments section of the address and format it like this:

 From: queue at mydomain.com (address at example.com via RT)

and just protect parens in the friendly name part.

btw: your patch doesn't apply to 2.0.14 cleanly.



From rich+rt at lafferty.ca  Fri Aug  9 15:47:39 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 9 Aug 2002 15:47:39 -0400
Subject: [rt-users] change in "From" line
In-Reply-To: <15700.6019.374559.392567@onceler.kciLink.com>; from khera@kcilink.com on Fri, Aug 09, 2002 at 03:26:59PM -0400
References: <15700.3651.438479.277454@onceler.kciLink.com> <20020809145742.A2523@lafferty.ca> <15700.6019.374559.392567@onceler.kciLink.com>
Message-ID: <20020809154739.C2523@lafferty.ca>

On Fri, Aug 09, 2002 at 03:26:59PM -0400, Vivek Khera <khera at kcilink.com> wrote:

> RL> Well, your "much better" example will break the MTA. :-) That's not an
> RL> email address in front, it's a realname. (It will also break with
> RL> commas, etc.)
> 
> Well, no, it won't make a bit of difference given the way it is quoted
> now.  The realname part is outside of a quoted environment.

Yep, it will. Try a realname with an email address and a comma -- or
worse, with a lone double-quote in it. I've no idea what a "quoted
environment" is in an address, and neither does 2822, so I don't know
what the last sentence means.

But yes, the way that it is quoted now also breaks. But the idea of
fixing it is to make it work, not make it break differently. :-)

You can either evaluate whether or not it needs to be quoted, or you
can blindly quote. Blindly quote is easier, so there it is. Of course,
no-one is forcing you to apply it -- if you think it should be done
some other way, you're welcome to write that instead. :-)

(I find ``addr (name)'' to be ugly compared to ``name
<addr>''. Important things go first if you read left to right.)

> btw: your patch doesn't apply to 2.0.14 cleanly.

Quite possibly, but the changes are trivial -- try using vpatch
instead. :-) It's only five new lines, and only three of them are
code.
  
One thing I forgot to mention (thanks, Jesse :-) is that my patch
doesn't make things prettier for addresses already in the database
that have quotes around them, although it guarantees they'll be legal.
I also removed all of the quotes around addresses in the DB when I
applied it.

  -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 mike at daboyz.org  Fri Aug  9 16:22:17 2002
From: mike at daboyz.org (Mike Barrett)
Date: Fri, 9 Aug 2002 13:22:17 -0700
Subject: [rt-users] New User Preferences?
Message-ID: <20020809202217.GC8739@daboyz.org>

Hi, I just installed RT and I'm having some problems.  I'll start with this
small one, and then I'll probably send more later :)

I've created a new user in my system and filled in all the info.  When this
user logs in however there is no 'preferences' link to change it's password.

Any idea what might be causing this?  root gets the preferences box, but 
not this user.

Thanks in advance for any help you can give.
-- 
     ________________________________________________________________________
                Mike Barrett | "I used to read, now I go to raves."
             mike at daboyz.org | -- Random MUNI Rider, speaking
              www.daboyz.org |    to my friend Allison.
     ------------------------+-----------------------------------------------



From rich+rt at lafferty.ca  Fri Aug  9 16:07:07 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 9 Aug 2002 16:07:07 -0400
Subject: [rt-users] New User Preferences?
In-Reply-To: <20020809202217.GC8739@daboyz.org>; from mike@daboyz.org on Fri, Aug 09, 2002 at 01:22:17PM -0700
References: <20020809202217.GC8739@daboyz.org>
Message-ID: <20020809160707.D2523@lafferty.ca>

On Fri, Aug 09, 2002 at 01:22:17PM -0700, Mike Barrett <mike at daboyz.org> wrote:
> Hi, I just installed RT and I'm having some problems.  I'll start with this
> small one, and then I'll probably send more later :)
> 
> I've created a new user in my system and filled in all the info.  When this
> user logs in however there is no 'preferences' link to change it's password.
> 
> Any idea what might be causing this?  root gets the preferences box, but 
> not this user.

Make sure the user has the right ModifySelf. (I find it useful to
grant ModifySelf to Everyone in the global group rights panel.)

  -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 khera at kcilink.com  Fri Aug  9 16:35:59 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 9 Aug 2002 16:35:59 -0400
Subject: [rt-users] change in "From" line
In-Reply-To: <20020809154739.C2523@lafferty.ca>
References: <15700.3651.438479.277454@onceler.kciLink.com>
	<20020809145742.A2523@lafferty.ca>
	<15700.6019.374559.392567@onceler.kciLink.com>
	<20020809154739.C2523@lafferty.ca>
Message-ID: <15700.10159.564504.883414@onceler.kciLink.com>

>>>>> "RL" == Rich Lafferty <rich+rt at lafferty.ca> writes:

RL> But yes, the way that it is quoted now also breaks. But the idea of
RL> fixing it is to make it work, not make it break differently. :-)

Yes, fixing it so the quoting is done right will solve the problem.
But as it stands, the quoting is *way* wrong, leaving the part that
was supposed to be protected outside of quotes.

RL> Quite possibly, but the changes are trivial -- try using vpatch
RL> instead. :-) It's only five new lines, and only three of them are
RL> code.

The quoting code is quite different.  It is not a matter of line or
space fuzz.  I'll take a stab at it shortly.




From mike at daboyz.org  Fri Aug  9 17:13:42 2002
From: mike at daboyz.org (Mike Barrett)
Date: Fri, 9 Aug 2002 14:13:42 -0700
Subject: [rt-users] New User Preferences?
In-Reply-To: <20020809160707.D2523@lafferty.ca>
References: <20020809202217.GC8739@daboyz.org> <20020809160707.D2523@lafferty.ca>
Message-ID: <20020809211342.GD8739@daboyz.org>

Thanks, that was the problem.
On Fri, Aug 09, 2002 at 04:07:07PM -0400, Rich Lafferty wrote:
> On Fri, Aug 09, 2002 at 01:22:17PM -0700, Mike Barrett <mike at daboyz.org> wrote:
> > Hi, I just installed RT and I'm having some problems.  I'll start with this
> > small one, and then I'll probably send more later :)
> > 
> > I've created a new user in my system and filled in all the info.  When this
> > user logs in however there is no 'preferences' link to change it's password.
> > 
> > Any idea what might be causing this?  root gets the preferences box, but 
> > not this user.
> 
> Make sure the user has the right ModifySelf. (I find it useful to
> grant ModifySelf to Everyone in the global group rights panel.)
> 
>   -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 -----------+-----------------------------------------------
> 
> _______________________________________________
> 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

-- 
     ________________________________________________________________________
                Mike Barrett | "I used to read, now I go to raves."
             mike at daboyz.org | -- Random MUNI Rider, speaking
              www.daboyz.org |    to my friend Allison.
     ------------------------+-----------------------------------------------



From mike at daboyz.org  Fri Aug  9 17:15:36 2002
From: mike at daboyz.org (Mike Barrett)
Date: Fri, 9 Aug 2002 14:15:36 -0700
Subject: [rt-users] requestor-mode web interface?
Message-ID: <20020809211536.GE8739@daboyz.org>

Another question:  How do I get to the requestor-mode web interface?  In the
install docs it mentions it, and I've given the Requestor group the 
'ShowTicket' rights, but I'm not certain how to let requestors see the tickets.

Do they need to have accounts in the system, or is just sending in a ticket
enough?

Thanks again.

-- 
     ________________________________________________________________________
                Mike Barrett | "I used to read, now I go to raves."
             mike at daboyz.org | -- Random MUNI Rider, speaking
              www.daboyz.org |    to my friend Allison.
     ------------------------+-----------------------------------------------



From jrichard at digitalwest.net  Fri Aug  9 16:47:14 2002
From: jrichard at digitalwest.net (Josh Richards)
Date: Fri, 9 Aug 2002 13:47:14 -0700
Subject: [rt-users] New User Preferences?
In-Reply-To: <20020809160707.D2523@lafferty.ca>; from rich+rt@lafferty.ca on Fri, Aug 09, 2002 at 04:07:07PM -0400
References: <20020809202217.GC8739@daboyz.org> <20020809160707.D2523@lafferty.ca>
Message-ID: <20020809134714.Q18184@homer.digitalwest.net>

* Rich Lafferty <rich+rt at lafferty.ca> [20020809 13:10]:
> On Fri, Aug 09, 2002 at 01:22:17PM -0700, Mike Barrett <mike at daboyz.org> wrote:
> > I've created a new user in my system and filled in all the info.  When this
> > user logs in however there is no 'preferences' link to change it's password.
> 
> Make sure the user has the right ModifySelf. (I find it useful to
> grant ModifySelf to Everyone in the global group rights panel.)

The main downside to this is that you must grant privileges to the user
to do this -- which means the auto SelfService entry after login for
non-privileged users no longer happens.  Anyone have a way around this
(besides going to /SelfService/ directly)?

-jr

-- 
Josh Richards <jrichard@{ digitalwest.net, geekresearch.com, cubicle.net }>
Digital West Networks, Inc. - "Making Internet Business Better"
San Luis Obispo, CA - <URL:http://www.digitalwest.net/> - ASN 14589



From raanders at acm.org  Fri Aug  9 16:55:11 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Fri, 9 Aug 2002 13:55:11 -0700 (PDT)
Subject: [rt-users] Cc Field dropdown
Message-ID: <Pine.LNX.4.33.0208091339530.28587-100000@main.cyber-office.net>

I've had a request to have a dropdown list for the Cc field in forms.  
Since this field should allow multiple addresses I don't think it can be 
made into a HTML dropdown (Select) list.  They only want users to show up 
in the list.  It there a gizmo to provide this functionality already?
   IF not, I'm thinking a button that presents a dropdown list and then
populates the Cc field would be OK.  Is there any reason(s) to not do this 
using Javascript?  I'm pretty new to HTML::Mason so don't want to create 
problems.


Rod
-- 
  "Open Source Software - Sometimes you get more than you paid for..."




From jim at archer.net  Fri Aug  9 17:04:14 2002
From: jim at archer.net (Jim Archer)
Date: Fri, 09 Aug 2002 17:04:14 -0400
Subject: [rt-users] Cc Field dropdown
In-Reply-To: <Pine.LNX.4.33.0208091339530.28587-100000@main.cyber-office.net>
References: <Pine.LNX.4.33.0208091339530.28587-100000@main.cyber-office.net>
Message-ID: <18070483.1028912654@MACDUFF>

In general, many people don't like jabvascript because it is supported 
differently on various browsers and not at all on others.  Can you just use 
an ordinary multiple select field?


--On Friday, August 09, 2002 1:55 PM -0700 "Roderick A. Anderson" 
<raanders at acm.org> wrote:

> I've had a request to have a dropdown list for the Cc field in forms.
> Since this field should allow multiple addresses I don't think it can be
> made into a HTML dropdown (Select) list.  They only want users to show up
> in the list.  It there a gizmo to provide this functionality already?
>    IF not, I'm thinking a button that presents a dropdown list and then
> populates the Cc field would be OK.  Is there any reason(s) to not do
> this  using Javascript?  I'm pretty new to HTML::Mason so don't want to
> create  problems.
>
>
> Rod
> --
>   "Open Source Software - Sometimes you get more than you paid for..."
>
>
> _______________________________________________
> 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 jrichard at digitalwest.net  Fri Aug  9 17:08:08 2002
From: jrichard at digitalwest.net (Josh Richards)
Date: Fri, 9 Aug 2002 14:08:08 -0700
Subject: [rt-users] requestor-mode web interface?
In-Reply-To: <20020809211536.GE8739@daboyz.org>; from mike@daboyz.org on Fri, Aug 09, 2002 at 02:15:36PM -0700
References: <20020809211536.GE8739@daboyz.org>
Message-ID: <20020809140808.R18184@homer.digitalwest.net>

* Mike Barrett <mike at daboyz.org> [20020809 13:50]:
> Another question:  How do I get to the requestor-mode web interface?  In 
> the install docs it mentions it, and I've given the Requestor group the 
> 'ShowTicket' rights, but I'm not certain how to let requestors see the 
> tickets.
> 
> Do they need to have accounts in the system, or is just sending in a ticket
> enough?

If you create a user (or assign a password to a user that has sent in a
ticket) and make sure that "Let this user be granted rights" is _not_
checked in the Modify User screen then a default SelfService requestor
screen comes up that lets people view their open & closed tickets along
with create new ones.

-jr


-- 
Josh Richards <jrichard@{ digitalwest.net, geekresearch.com, cubicle.net }>
Digital West Networks, Inc. - "Making Internet Business Better"
San Luis Obispo, CA - <URL:http://www.digitalwest.net/> - ASN 14589



From raanders at acm.org  Fri Aug  9 17:27:55 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Fri, 9 Aug 2002 14:27:55 -0700 (PDT)
Subject: [rt-users] Cc Field dropdown
In-Reply-To: <18070483.1028912654@MACDUFF>
Message-ID: <Pine.LNX.4.33.0208091416280.29386-100000@main.cyber-office.net>

On Fri, 9 Aug 2002, Jim Archer wrote:

> In general, many people don't like jabvascript because it is supported 
> differently on various browsers and not at all on others.  Can you just use 
> an ordinary multiple select field?

My first thought was to do it this way but the problem is if they
want/need to type in an address they can't in a select field.  Of course 
they say they'd never need to do otherwise but we know how that goes.  :-)
   A more ridged technique would be to make a view in the DB of users and 
a table of others and populate the select field from it.  If they want to 
add someone to the Cc'd list they have to add them to the others table 
first.
   Of maybe (and I'm talking from a less than a week of RT experience) a
group of unprivileged users that the view could be created from.

Anyway I'll look at non-Javascript solutions first.


Rod
-- 
  "Open Source Software - Sometimes you get more than you paid for..."




From jrichard at digitalwest.net  Fri Aug  9 17:54:57 2002
From: jrichard at digitalwest.net (Josh Richards)
Date: Fri, 9 Aug 2002 14:54:57 -0700
Subject: [rt-users] New User Preferences?
In-Reply-To: <20020809134714.Q18184@homer.digitalwest.net>; from jrichard@digitalwest.net on Fri, Aug 09, 2002 at 01:47:14PM -0700
References: <20020809202217.GC8739@daboyz.org> <20020809160707.D2523@lafferty.ca> <20020809134714.Q18184@homer.digitalwest.net>
Message-ID: <20020809145457.A6903@homer.digitalwest.net>

* Josh Richards <jrichard at digitalwest.net> [20020809 13:47]:
> > 
> > Make sure the user has the right ModifySelf. (I find it useful to
> > grant ModifySelf to Everyone in the global group rights panel.)
> 
> The main downside to this is that you must grant privileges to the user
> to do this -- which means the auto SelfService entry after login for
> non-privileged users no longer happens.  Anyone have a way around this
> (besides going to /SelfService/ directly)?

Doh!  Nevermind.  Pseudogroup permissions do not require the user to be
privileged.  Cool!

-jr

-- 
Josh Richards <jrichard@{ digitalwest.net, geekresearch.com, cubicle.net }>
Digital West Networks, Inc. - "Making Internet Business Better"
San Luis Obispo, CA - <URL:http://www.digitalwest.net/> - ASN 14589



From maniezhilan at naturesoft.net  Sat Aug 10 06:19:49 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Sat, 10 Aug 2002 15:49:49 +0530
Subject: [rt-users] Comment options - not working
Message-ID: <3D54E8C5.88C3BE05@naturesoft.net>

Dear all,

1. When I Update the ticket comment options using comments not send to
requestor, I noticed that the mail is send to the
     requestor.

2. When I attach a file along with the comment option , I noticed that
the attachment is not send to the requestor or watchers,
     whereas, when a requestor sends a attachment, Iam able to get it
along with the ticket.


Can any one help me out in this issue.

With Regards,

J.Mani Ezhilan.




From pdh at snapgear.com  Sun Aug 11 20:31:53 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 12 Aug 2002 10:31:53 +1000
Subject: [rt-users] Meaningful From: address
In-Reply-To: <1028891147.19118.56.camel@debian>
References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com> <1028891147.19118.56.camel@debian>
Message-ID: <20020812003153.GH515@luggage>

Robie Basak wrote:
> On Fri, 2002-08-09 at 11:38, francisv at dagupan.com wrote:
> > Whenever RT responds to an e-mail, it appears as -- "help" <help at address>. I
> > know that "help" is a queue but can I make it appear as a different name to
> > the rest of the world? (i.e. Customer Support <help at address>)
> 
> Just putting it into the Description box in the Queue configuration
> worked for me.

It did? Out of the box?
I had to apply the attached patch to get that behaviour.

-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
-------------- next part --------------
Index: lib/RT/Action/Autoreply.pm
===================================================================
RCS file: /cvs/local/rt/lib/RT/Action/Autoreply.pm,v
retrieving revision 1.1
retrieving revision 1.2
diff -u -r1.1 -r1.2
--- lib/RT/Action/Autoreply.pm	7 Nov 2001 03:28:00 -0000	1.1
+++ lib/RT/Action/Autoreply.pm	24 Mar 2002 23:16:47 -0000	1.2
@@ -49,7 +49,8 @@
     }
     
     unless ($self->TemplateObj->MIMEObj->head->get('From')) {
-	my $friendly_name=$self->TicketObj->QueueObj->Name;
+	my $friendly_name = $self->TicketObj->QueueObj->Description ||
+		$self->TicketObj->QueueObj->Name;
 	$self->SetHeader('From', "$friendly_name <$replyto>");
     }
     

From francisv at dagupan.com  Sun Aug 11 20:45:47 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Mon, 12 Aug 2002 08:45:47 +0800
Subject: [rt-users] Meaningful From: address
Message-ID: <10F29E27A956D511B0940050DA8D86A985C4F8@mailserver.dagupan.com>

I have a description set in the description box. I have a clean 2.0.14
install.

-----Original Message-----
From: Phil Homewood [mailto:pdh at snapgear.com] 
Sent: Monday, August 12, 2002 8:32 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Meaningful From: address

Robie Basak wrote:
> On Fri, 2002-08-09 at 11:38, francisv at dagupan.com wrote:
> > Whenever RT responds to an e-mail, it appears as -- "help"
<help at address>. I
> > know that "help" is a queue but can I make it appear as a different name
to
> > the rest of the world? (i.e. Customer Support <help at address>)
> 
> Just putting it into the Description box in the Queue configuration
> worked for me.

It did? Out of the box?
I had to apply the attached patch to get that behaviour.

-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From pdh at snapgear.com  Sun Aug 11 21:03:54 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 12 Aug 2002 11:03:54 +1000
Subject: [fsck.com #1594] Re: [rt-users] change in "From" line
In-Reply-To: <20020809145742.A2523@lafferty.ca>
References: <15700.3651.438479.277454@onceler.kciLink.com> <20020809145742.A2523@lafferty.ca>
Message-ID: <20020812010354.GK515@luggage>

Rich Lafferty wrote:
> >  From: "" address at example.com " via RT" <queue at mydomain.com>
> > before they looked much better:
> >  From: address at example.com via RT <queue at mydomain.com>
> 
> Well, your "much better" example will break the MTA. :-) That's not an
> email address in front, it's a realname. (It will also break with
> commas, etc.)

Actually, the code in SendEmail.pm to deal with quotes looks
decidedly bogus to me.

The sanitisation of $friendly_name around line 290 in particular
seems to 
a) be within an inappropriate conditional, and
b) add quotes that should not be there.

Possible patch attached.
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
-------------- next part --------------
Index: SendEmail.pm
===================================================================
RCS file: /cvs/local/rt/lib/RT/Action/SendEmail.pm,v
retrieving revision 1.1.1.4
diff -u -r1.1.1.4 SendEmail.pm
--- SendEmail.pm	15 Jul 2002 01:25:46 -0000	1.1.1.4
+++ SendEmail.pm	12 Aug 2002 00:44:56 -0000
@@ -286,12 +286,7 @@
     
   unless ($self->TemplateObj->MIMEObj->head->get('From')) {
       my $friendly_name=$self->TransactionObj->CreatorObj->RealName;
-
-      if ($friendly_name =~ /^\S+\@\S+$/) { # A "bare" mail address
-          $friendly_name =~ s/"/\\"/g;
-          $friendly_name = qq|"$friendly_name"|;
-      }
-
+      $friendly_name =~ s/"/\\"/g;
 
       # TODO: this "via RT" should really be site-configurable.
       $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>");

From pdh at snapgear.com  Sun Aug 11 21:09:14 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 12 Aug 2002 11:09:14 +1000
Subject: [rt-users] Comment options - not working
In-Reply-To: <3D54E8C5.88C3BE05@naturesoft.net>
References: <3D54E8C5.88C3BE05@naturesoft.net>
Message-ID: <20020812010914.GL515@luggage>

maniezhilan wrote:
> 1. When I Update the ticket comment options using comments not send to
> requestor, I noticed that the mail is send to the
>      requestor.

Sounds like a scrip configuration issue. Make sure your OnComment
scrip doesn't NotifyAllWatchers.

> 2. When I attach a file along with the comment option , I noticed that
> the attachment is not send to the requestor or watchers,
>      whereas, when a requestor sends a attachment, Iam able to get it
> along with the ticket.

Scrips again. This is the difference between NotifyAllWatchers
and NotifyAllWatchersWithAttach.

-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From pdh at snapgear.com  Sun Aug 11 21:11:58 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 12 Aug 2002 11:11:58 +1000
Subject: [rt-users] upgrade warning message
In-Reply-To: <15699.62464.770746.453953@onceler.kciLink.com>
References: <15699.62464.770746.453953@onceler.kciLink.com>
Message-ID: <20020812011158.GM515@luggage>

Vivek Khera wrote:
> Database handle destroyed without explicit disconnect at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 267.
> 
> I have latest versions of all perl modules except mason, which I kept
> at 1.05.

Can you expand on "latest versions" with respect to DBIx::SearchBuilder?
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From pdh at snapgear.com  Sun Aug 11 21:39:28 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 12 Aug 2002 11:39:28 +1000
Subject: [rt-users] Apache authentication, then RT authentication?
In-Reply-To: <Pine.LNX.4.44.0208091127320.28845-100000@splat.ucsc.edu>
References: <Pine.LNX.4.44.0208081626540.26545-100000@splat.ucsc.edu> <Pine.LNX.4.44.0208091127320.28845-100000@splat.ucsc.edu>
Message-ID: <20020812013928.GO515@luggage>

Gretchen K. Wagner wrote:
> After toying about with the WebExternalAuth setting (pointing it to differing
> PAM libraries), I now get passed/logged directly into RT, but then I get "You
> are not an authorized user" for any function, and "logout" is now missing.

The missing "logout" is, I believe normal, as authentication
is now not RT's responsibility.

As for "not an authorized user", my reading of the code suggests
that this means it couldn't find the user in the RT database.

You'll still need to create your users as per usual; WebExternalAuth
only provides authentication, not authorisation.

(Disclaimer: I don't use WebExternalAuth. I could be speaking crap.)
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From jp at oppipoika.net  Mon Aug 12 04:08:02 2002
From: jp at oppipoika.net (Janne Pirkkanen)
Date: Mon, 12 Aug 2002 11:08:02 +0300
Subject: [rt-users] Users groups modification
Message-ID: <1029139682.3d576ce25305c@ssl.nebula.fi>

Hi there.

This message may show here also second time because I sent it first with wrong sender
address. Sorry.

This is my first post to this list but I have read it's archives. We have RT 2.13 in test
box and it looks wonderfull. I've used many contrib -files to make little modifications
to RT:s ui. So I thought that I send this little mod here, if someone finds it usefull
(and makes it better). My perl is awfull and RT experience is only two months so please
look this code carefully through before using it for real :)

So. We are using RT with quite a many different user groups and managing users groups (I
like to think user groups as user profiles) felt difficult. So I made mod based on
Admin/Groups/Members.html (to be Admin/Users/Groups.html). This makes it possible to go
to some users page and see which groups he/she belongs in. And also add/remove user
to/from groups.

Here are the files. Just drop Groups.html and SelectGroups to there folders and modify
UserTabs -file so that you have link to that Admin/Users/Groups.html -file. As always,
take backups from your old files before these modifications.

********************* File: Admin/Users/Groups.html starts **********************

%# File created 2002-08-07 J. Pirkkanen <jp at oppipoika.net>. Based on RT 2.0.13 file
Admin/Groups/Members.html

<& /Admin/Elements/Header, Title => 'RT/Admin/Edit the user '. $User->Name &>
<& /Admin/Elements/UserTabs, id => $id &>
<& /Elements/ListActions, actions => \@results &>

<& /Elements/TitleBoxStart, title => "Editing group memberships for user " . $User-
>Name . " (" . $User->RealName . ")" &>

<FORM ACTION="<%$RT::WebPath%>/Admin/Users/Groups.html" METHOD=POST>
<INPUT TYPE=HIDDEN NAME=id VALUE="<%$User->id%>">
<TABLE WIDTH="100%">
<TR>
<TD>
Add groups</TD>
<TD>
Current groups
</TD>
</TR>

<TR>
<TD VALIGN=TOP>
<& /Admin/Elements/SelectGroups, Name => "AddGroups" &>
</TD>
<TD VALIGN=TOP>
<%PERL>
my $GroupList = "(Check box to remove user from group)\n<UL>\n";
my $ShowList = 0;
while ($Group = $Groups->Next()) {
        while ($GrpMember = $Group->MembersObj->Next()) {
                my $JumpToNext = 0;
                if ($GrpMember->UserObj->id == $id) {
                        $GroupList .= "<LI><INPUT TYPE=CHECKBOX Name='DeleteMember-
" . $Group->Id . "'>\n";
                        $GroupList .= "<a href='/Admin/Groups/Modify.html?id=" .
$Group->Id . "'>" . $Group->Name . "</a> (" . $Group->Description . ")\n";
                        $JumpToNext = 1;
                        $ShowList = 1;
                        next;
                }
                 next if $JumpToNext;
        }
}
$GroupList .= "</UL>\n";
</%PERL>
% if ($ShowList) {
        <% $GroupList | n %>
% } else {
        <i>(User doesn't belong to any groups)</i>
% }
</TD>
</TR>
</TABLE>
<& /Elements/TitleBoxEnd &>
<& /Elements/Submit &>
</form>

<%ARGS>
$AddGroups => undef
$id => undef
</%ARGS>

<%INIT>

my $User = new RT::User($session{'CurrentUser'});
if (!($User->CurrentUserHasRight('AdminGroups'))) {
        Abort('No permission to execute command.');
}

$User->Load($id);

my $Groups = new RT::Groups($session{'CurrentUser'});
$Groups->LimitToReal();

my $Group = new RT::Group($session{'CurrentUser'});

my $GrpMember = new RT::GroupMember($session{'CurrentUser'});

my (@results);

my $key;
foreach $key (keys %ARGS) {

if ($key =~ /^DeleteMember-(\d+)$/) {
    my $grpid = $1;
    $Group->Load($grpid) || Abort('Could not load group');
    my ($val,$msg) = $Group->DeleteMember($id);
    push (@results, $msg);
}
}

# Make sure AddGroups is always an array
my @AddGroups = (ref $AddGroups eq 'ARRAY') ? @{$AddGroups} : ($AddGroups);

foreach my $GroupMember (@AddGroups) {
    next unless ($GroupMember);
    $Group->Load($GroupMember) || Abort('Could not load group');
    my ($val, $msg) = $Group->AddMember($id);
    push (@results, $msg);
}

</%INIT>

********************* File: Admin/Users/Groups.html ends **********************

********************* File: Admin/Elements/SelectGroups starts ****************

%# 2002-08-07 JP: Created - based on RT 2.0.13 file Admin/Elements/SelectUsers

<SELECT MULTIPLE NAME="<%$Name%>"  SIZE=10>
%while (my $Group = $Groups->Next) {
<OPTION VALUE="<%$Group->Id%>"><%$Group->Name%>
%}
</SELECT>

<%INIT>
my $Groups = new RT::Groups($session{'CurrentUser'});
$Groups->LimitToReal();
</%INIT>

<%ARGS>
$Name => 'Groups'
</%ARGS>

********************* File: Admin/Elements/SelectGroups ends ******************

And you have to modify your Admin/Elements/UserTabs -file to look somethin like this:

********************* File: Admin/Elements/UserTabs starts ********************

<& /Admin/Elements/Tabs, subtabs => $subtabs,
                         current_tab => 'Admin/Users/',
                         current_subtab => $current_subtab &>
<hr>
<%INIT>
my $subtabs = {
               Queues => { title => 'Basics',
                           path => "Admin/Users/Modify.html?id=".$id
                         },
#               Scrips => { title => 'Rights',
#                           path => "Admin/Users/Rights.html?id=".$id
#                         }
               XGroups => { title => 'Groups',
                           path => "Admin/Users/Groups.html?id=".$id
                         }

              };
</%INIT>


<%ARGS>
$id => undef
$current_subtab => undef
</%ARGS>

********************* File: Admin/Elements/UserTabs starts ********************

I'm keen to hear if there is something wrong in these files so I can learn more about RT
and Perl.

I also have made versions of Admin/Users/Rights.html and Admin/Groups/Rights.html. If
someone is interested on those, drop me a line.

- Janne
email: jp at oppipoika.net
tel: +358-40-5044622
fax: +358-3-2533830




From Dave.Ewart at cancer.org.uk  Mon Aug 12 04:52:44 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Mon, 12 Aug 2002 09:52:44 +0100
Subject: [rt-users] Re: Apache authentication, then RT authentication?
In-Reply-To: <Pine.LNX.4.44.0208091127320.28845-100000@splat.ucsc.edu>
References: <Pine.LNX.4.44.0208081626540.26545-100000@splat.ucsc.edu> <Pine.LNX.4.44.0208091127320.28845-100000@splat.ucsc.edu>
Message-ID: <20020812085244.GG30748@nemesis.ox.icnet.uk>

On Friday, 09.08.2002 at 11:33 -0700, Gretchen K. Wagner wrote:

> On Thu, 8 Aug 2002, Gretchen K. Wagner wrote:
> 
> > Ideas, anyone?  Perhaps I'm setting $WebExternalAuth improperly
> > (couldn't find any relevent documentation or useful examples in
> > mailing list archives).
> 
> After toying about with the WebExternalAuth setting (pointing it to
> differing PAM libraries), I now get passed/logged directly into RT,
> but then I get "You are not an authorized user" for any function, and
> "logout" is now missing.

Why are you "pointing it to PAM libraries" etc.?  I thought the idea was
that if WebExternalAuth is defined (i.e. ANYTHING other than 'undef')
then the RT environment will use the value of REMOTE_USER as its
authenticated user.  The actual _value_ of $WebExternalAuth is ignored,
as far as I can tell.  The code in WebRT/html/autohandler would seem to
support this.

What I don't understand is why the browser authentication is not also
logging me into RT!

Anyone shed any more light on this?

Dave.
-- 
Dave Ewart
Dave.Ewart at cancer.org.uk
Computing Manager, Epidemiology Unit, Oxford
Cancer Research UK
PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370




From robie at principle.co.uk  Mon Aug 12 06:30:39 2002
From: robie at principle.co.uk (Robie Basak)
Date: 12 Aug 2002 11:30:39 +0100
Subject: [rt-users] Meaningful From: address
In-Reply-To: <20020812003153.GH515@luggage>
References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com>
	<1028891147.19118.56.camel@debian>  <20020812003153.GH515@luggage>
Message-ID: <1029148240.20132.2.camel@debian>

On Mon, 2002-08-12 at 01:31, Phil Homewood wrote:
> Robie Basak wrote:
> > On Fri, 2002-08-09 at 11:38, francisv at dagupan.com wrote:
> > > Whenever RT responds to an e-mail, it appears as -- "help" <help at address>. I
> > > know that "help" is a queue but can I make it appear as a different name to
> > > the rest of the world? (i.e. Customer Support <help at address>)
> > 
> > Just putting it into the Description box in the Queue configuration
> > worked for me.
> 
> It did? Out of the box?
> I had to apply the attached patch to get that behaviour.

Sorry, my mistake. Our queue names and descriptions are so similar that
I got confused :)

Robie.



From harald.kollera at fun.de  Mon Aug 12 11:19:05 2002
From: harald.kollera at fun.de (Harald Kollera)
Date: Mon, 12 Aug 2002 17:19:05 +0200
Subject: [rt-users] Resolve ticket right
References: <001101c23e67$eb04d030$1f01a8c0@FRUSSELLPC>
Message-ID: <3D57D1E9.1223140D@fun.de>

Hi,

Frances Russell wrote:
> 
> Is there an easy way to prevent the owner of a ticket from resolving it?
> 
> We have a queue where additional approval needs to be given before
> resolution of tickets.
> 
We have introduced a new status named "fixed" for tickets that are
resolved but not proved nor tested. If you do something like that in
combination with a scripaction that changes the queue according to the
status change, this could be a good resolution to your problem. 

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 timwese at voicenet.com  Mon Aug 12 11:20:42 2002
From: timwese at voicenet.com (timuel)
Date: Mon, 12 Aug 2002 11:20:42 -0400
Subject: [rt-users] empty message-body in replies
References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com><1028891147.19118.56.camel@debian>  <20020812003153.GH515@luggage> <1029148240.20132.2.camel@debian>
Message-ID: <00a001c24214$1ebee000$de0167cf@voicenet.com>

Using RT 2.0.9pre4 on an Intel/RedHat box with MySQL and qmail:

Has anyone here ever had problems with blank replies? The past week or so it
seems that alot of emails/tickets that are replied to by my staff are being sent
completely blank and the From: lines are like -- "From: Apache
[mailto:apache at othermailserver.mydomain.com] On Behalf Of Staff Member".
Everything appears to be intact except for the slightly munged From: line and
the completely blank message body.

I checked out the archives and I can`t seem to find anything relevant. Any
advice/suggestions would be greatly appreciated.

Thanks!

--
timuel


----- Original Message -----
From: "Robie Basak" <robie at principle.co.uk>
To: <rt-users at lists.fsck.com>
Sent: Monday, August 12, 2002 6:30 AM
Subject: Re: [rt-users] Meaningful From: address


| On Mon, 2002-08-12 at 01:31, Phil Homewood wrote:
| > Robie Basak wrote:
| > > On Fri, 2002-08-09 at 11:38, francisv at dagupan.com wrote:
| > > > Whenever RT responds to an e-mail, it appears as -- "help"
<help at address>. I
| > > > know that "help" is a queue but can I make it appear as a different name
to
| > > > the rest of the world? (i.e. Customer Support <help at address>)
| > >
| > > Just putting it into the Description box in the Queue configuration
| > > worked for me.
| >
| > It did? Out of the box?
| > I had to apply the attached patch to get that behaviour.
|
| Sorry, my mistake. Our queue names and descriptions are so similar that
| I got confused :)
|
| Robie.
|
| _______________________________________________
| 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.biz  Mon Aug 12 11:27:17 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Mon, 12 Aug 2002 18:27:17 +0300
Subject: [rt-users] Who is a requestor?
In-Reply-To: <20020806102801.GC74639@ns2.wananchi.com>
References: <20020806102801.GC74639@ns2.wananchi.com>
Message-ID: <20020812152717.GC24462@ns2.wananchi.com>

* Odhiambo Washington <wash at wananchi.biz> [20020806 13:30]: wrote:
> 
> Hello rt-users,
> 
> 
> At the risk of being called stupid, let me ask a question:
> 
> Why is someone who submits/creates a ticket via e-mail treated differently than
> one who logs in via web UI in the context of a "requestor"?
> 
> The situation I am looking at is this scrip:
> 
> OnCreate AutoreplyToRequestors with template Autoreply
> 
> 
> I am trying to look for a way in which when a user creates a ticket via the web UI,
> s/he should either 
> 
> 1. Be made to "Own" the ticket automatically, or
> 
> 2. Be sent a Notify that s/he has a ticket (stupid, because they know it already)


I have a clue now, only need enlightenment as to what I could have broken during the
change from 2.0.13 to 2.0.14 ... http://ns2.wananchi.com/~wash/RT2/

I still cannot pin this down.


        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

++
``That Ariel Sharon. Boy, he sure is controversial.
  Most Western countries would have to have a military coup
  before they enjoyed a leader of that caliber.'' (Sydney Webb)



From khera at kcilink.com  Mon Aug 12 11:39:36 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 12 Aug 2002 11:39:36 -0400
Subject: [rt-users] upgrade warning message
In-Reply-To: <20020812011158.GM515@luggage>
References: <15699.62464.770746.453953@onceler.kciLink.com>
	<20020812011158.GM515@luggage>
Message-ID: <15703.54968.53743.183835@onceler.kciLink.com>

>>>>> "PH" == Phil Homewood <pdh at snapgear.com> writes:

PH> Vivek Khera wrote:
>> Database handle destroyed without explicit disconnect at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 267.
>> 
>> I have latest versions of all perl modules except mason, which I kept
>> at 1.05.

PH> Can you expand on "latest versions" with respect to DBIx::SearchBuilder?

Whatever CPAN says is the latest...

CPANm DBIx::SearchBuilder
Module id = DBIx::SearchBuilder
    CPAN_USERID  JESSE (Jesse Vincent <jesse+cpan at fsck.com>)
    CPAN_VERSION 0.61
    CPAN_FILE    J/JE/JESSE/DBIx-SearchBuilder-0.61.tar.gz
    MANPAGE      DBIx::SearchBuilder - Perl extension for easy SQL SELECT Statement generation
    INST_FILE    /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm
    INST_VERSION 0.61





From khera at kcilink.com  Mon Aug 12 12:31:56 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 12 Aug 2002 12:31:56 -0400
Subject: [rt-users] fun with Klez
Message-ID: <15703.58108.338500.757546@onceler.kciLink.com>

Well, someone late friday night managed to send a copy of Klez (or
whatever mutation of the week Lookout! virus/worm is going around now)
with a From address of my postmaster@ address to my abuse@ address,
both of which feed into the abuse queue within RT.

What ensued was an all out war RT had with itself, managing to fill
50Mb worth of autoresponder messages into each of three staff members'
mailboxes.  Once the mailboxes were way over any sane limit, messages
started bouncing out the wazoo, and my RT mail server and office mail
server started fighting with each other until I noticed and killed it
off early sunday morning...


These are the scrips I have.  The admin cc's are the three staff
people's direct email addresses.

OnCreate NotifyAdminCcs with template Transaction 
OnCreate AutoreplyToRequestors with template Postmaster/Abuse Autoreply 
OnCorrespond NotifyAllWatchers with template Correspondence 
OnComment NotifyAdminCcsAsComment with template AdminComment 

The curious thing is that after the first autorespond message got sent
back to the queue itself, every subsequent one added one blank line to
the front of that message.  Thanks to NotifyAllWatchers and the fact
that the message was from "nobody", it notified the postmaster@
address, which then fed back into itself.  47,000+ messages later, all
heck broke loose ;-)

Is there some way to protect from this?  I see a function called
IsRTAddress, but is is documented as only having any purpose when
$ParseNewMessageForTicketCcs is true.  Can I make RT *never* send email
to any address identified by that function?



From iypoon at mail.com  Mon Aug 12 12:58:12 2002
From: iypoon at mail.com (Crazy Diamond)
Date: Mon, 12 Aug 2002 11:58:12 -0500
Subject: [rt-users] How RT interfaces with email
Message-ID: <20020812165812.6379.qmail@mail.com>

Hey guys,

  I'm confused as to how RT works with email.  What i want to do for now is have RT send out email to the requestor whenever someone replies to a ticket or when someone closes a ticket.  Is this possible?  The instructions on the fsck seem to show how to set up email so that people can email the rt system to create tickets(which i don't want to do just yet).  

This is my system configuration:

RT 2.0.14
Debian Linux 3.0 (Woody, stable)
Mysql

Any help would be appreciated, thank you.


-- 
__________________________________________________________
Sign-up for your own FREE Personalized E-mail at Mail.com
http://www.mail.com/?sr=signup




From gkwagner at cats.ucsc.edu  Mon Aug 12 13:59:39 2002
From: gkwagner at cats.ucsc.edu (Gretchen K. Wagner)
Date: Mon, 12 Aug 2002 10:59:39 -0700 (PDT)
Subject: [rt-users] Apache authentication, then RT authentication?
In-Reply-To: <20020812013928.GO515@luggage>
Message-ID: <Pine.LNX.4.44.0208121050220.9645-100000@splat.ucsc.edu>

On Mon, 12 Aug 2002, Phil Homewood wrote:

> As for "not an authorized user", my reading of the code suggests
> that this means it couldn't find the user in the RT database.

FWIW, all of the user accounts are defined in RT. When attempting to log in, 
it appears that authentication is successful, as each testing user arrives at  
the RT start page with "Signed in as <username>", but when clicking on 
Search or Configuration, *then* the error "You are not an authorized user" 
appears.

-- 
Gretchen K. Wagner
gkwagner at cats.ucsc.edu




From dredd at megacity.org  Mon Aug 12 15:11:18 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Mon, 12 Aug 2002 15:11:18 -0400
Subject: [rt-users] Features Question
Message-ID: <47DADDDE-AE27-11D6-B857-00039384A830@megacity.org>

We'd like to have two different people "Assigned" to a ticket -- a 
business analyst and an "owner". (e.g., the business analyst would be 
following the progress of a ticket, throughout the ticket's life cycle 
of being owned by developers, bugtesters, etc.)

Anyone have any experience doing something like this? The B.A. would 
have tickets that they "own" just as much as the owner owns them.

Seems like this has to be something someone else has needed (or came up 
with a decent work-around for), but I don't really see any easy way of 
achieving it.

Cheers,
D




From khera at kcilink.com  Mon Aug 12 15:43:18 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 12 Aug 2002 15:43:18 -0400
Subject: [fsck.com #1594] Re: [rt-users] change in "From" line
In-Reply-To: <20020812010354.GK515@luggage>
References: <15700.3651.438479.277454@onceler.kciLink.com>
	<20020809145742.A2523@lafferty.ca>
	<20020812010354.GK515@luggage>
Message-ID: <15704.4054.102714.441202@onceler.kciLink.com>

>>>>> "PH" == Phil Homewood <pdh at snapgear.com> writes:

PH> Actually, the code in SendEmail.pm to deal with quotes looks
PH> decidedly bogus to me.

PH> The sanitisation of $friendly_name around line 290 in particular
PH> seems to 
PH> a) be within an inappropriate conditional, and
PH> b) add quotes that should not be there.

I concur with this patch.  It appears to DTRT.



From khera at kcilink.com  Mon Aug 12 15:49:00 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 12 Aug 2002 15:49:00 -0400
Subject: [fsck.com #1594] Re: [rt-users] change in "From" line
In-Reply-To: <15704.4054.102714.441202@onceler.kciLink.com>
References: <15700.3651.438479.277454@onceler.kciLink.com>
	<20020809145742.A2523@lafferty.ca>
	<20020812010354.GK515@luggage>
	<15704.4054.102714.441202@onceler.kciLink.com>
Message-ID: <15704.4396.881474.544063@onceler.kciLink.com>

>>>>> "VK" == Vivek Khera <khera at kcilink.com> writes:


VK> I concur with this patch.  It appears to DTRT.


There also appears to be a need to protect $friendly_name in
Action/Autoreply.pm, method SetReturnAddress().




From fox-rt_users at vulpes.net  Mon Aug 12 15:54:22 2002
From: fox-rt_users at vulpes.net (Jeremy Doran)
Date: 12 Aug 2002 12:54:22 -0700
Subject: [rt-users] Using Keywords in Scrips
Message-ID: <1029182076.10194.37.camel@pictus.engr.nominum.com>

Hi there, 

I'd like to be able to make use of the keywords that I have set in a
queue and use whatever is set in a scrip. 

More specifically, I'd like to be able to add the first keyword that
appears for the ticket to the subject line to get something like:

[rtname #22] [support] Rest of the subject line here.

I've taken a look at what documentation there is on scrips, as well as
the various database schemas, yet can't work out how to do this.
Certainly, I'm guessing that this is not exactly a simple matter, and
will no doubt require coding in the scrip. I could do with a pointer on
how to do this, or has anyone done this? 

Thanks,
-- 
J C Doran
fox at vulpes.net




From pdh at snapgear.com  Mon Aug 12 18:36:34 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 13 Aug 2002 08:36:34 +1000
Subject: [rt-users] Features Question
In-Reply-To: <47DADDDE-AE27-11D6-B857-00039384A830@megacity.org>
References: <47DADDDE-AE27-11D6-B857-00039384A830@megacity.org>
Message-ID: <20020812223634.GA455@luggage>

Derek J. Balling wrote:
> We'd like to have two different people "Assigned" to a ticket -- a 
> business analyst and an "owner". (e.g., the business analyst would be 
> following the progress of a ticket, throughout the ticket's life cycle 
> of being owned by developers, bugtesters, etc.)
> 
> Anyone have any experience doing something like this? The B.A. would 
> have tickets that they "own" just as much as the owner owns them.
> 
> Seems like this has to be something someone else has needed (or came up 
> with a decent work-around for), but I don't really see any easy way of 
> achieving it.

AdminCC?
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From deejoe at iastate.edu  Mon Aug 12 18:39:46 2002
From: deejoe at iastate.edu (deejoe at iastate.edu)
Date: Mon, 12 Aug 2002 17:39:46 -0500
Subject: [rt-users] Re: Apache authentication, then RT authentication?
In-Reply-To: <20020812085244.GG30748@nemesis.ox.icnet.uk>
References: <Pine.LNX.4.44.0208081626540.26545-100000@splat.ucsc.edu> <Pine.LNX.4.44.0208091127320.28845-100000@splat.ucsc.edu> <20020812085244.GG30748@nemesis.ox.icnet.uk>
Message-ID: <20020812223946.GB491@iastate.edu>

On Mon, Aug 12, 2002 at 09:52:44AM +0100, Dave Ewart wrote:
> On Friday, 09.08.2002 at 11:33 -0700, Gretchen K. Wagner wrote:
> 
> > On Thu, 8 Aug 2002, Gretchen K. Wagner wrote:
> > 
> > > Ideas, anyone?  Perhaps I'm setting $WebExternalAuth improperly
> > > (couldn't find any relevent documentation or useful examples in
> > > mailing list archives).
> > 
> > After toying about with the WebExternalAuth setting (pointing it to
> > differing PAM libraries), I now get passed/logged directly into RT,
> > but then I get "You are not an authorized user" for any function, and
> > "logout" is now missing.
> 
> Why are you "pointing it to PAM libraries" etc.?  I thought the idea was
> that if WebExternalAuth is defined (i.e. ANYTHING other than 'undef')
> then the RT environment will use the value of REMOTE_USER as its
> authenticated user.  The actual _value_ of $WebExternalAuth is ignored,
> as far as I can tell.  The code in WebRT/html/autohandler would seem to
> support this.

The following is based on my experience with older versions of RT, and the
assumption that RT hasn't changed significantly in this regard in newer
versions.  Standard disclaimers also apply:

The point is that the session must get past the browser's authentication
mechanism first in order to proceed.  This then keeps out all
unauthenticated users whether they are authorized or not (or, to put it more
prosaically, if a person claiming to be johndoe can't demonstrate that s/he
*is* johndoe, it doesn't matter if johndoe is authorized or not, the
claimant isn't getting in).

Access is granted through PAM in the following general way:  remote user
requests introductory page from .htaccess-protected directory; apache requests
authentication credentials (username password) from remote user to satisfy
.htaccess restrictions and then passes these off to PAM via mod_auth_pam;
PAM in turn uses one of many different types of authentication modules (we
use kerberos, as it appears UCSC is also trying to use).  Once PAM, and
therefor the web server, is satisfied with the credetials, the user can then
proceed to call any links in the .htaccess protected directory.

(Apologies if this belabors the point.  Corrections, as always, welcome.)

I can confirm the earlier report that RT needs the username configured
locally in RT to match that authenticating to the web server (ie, my
kerberos principal is "deejoe" and my RT account is also named "deejoe").

The sticking point here might be that, at least with the versions of RT I've
used, a local *password* must also be configured for the account.  This may
have something to do with a restriction against empty passwords, but that's
only a guess.

The local password need never actually be used, but it does need set.  

If you have local passwords set for the accounts in question, then I'm all
out of problem-solving ideas at the moment.

Another caveat:  Cookies are used for RT's built-in authentication.  When
external authentication is configured, no cookies are generated.  Therefore
it effectively becomes impossible to log out without closing the browser
session and wiping the cache since http basic authentication can never be
canceled or expired otherwise.  This behavior (no cookies from RT) may have
changed with more recent RT versions, I don't know.

> What I don't understand is why the browser authentication is not also
> logging me into RT!

--Joe





From jrichard at digitalwest.net  Mon Aug 12 18:42:16 2002
From: jrichard at digitalwest.net (Josh Richards)
Date: Mon, 12 Aug 2002 15:42:16 -0700
Subject: [rt-users] correspondence history accessible from template?
Message-ID: <20020812154215.S18184@homer.digitalwest.net>

I'd like to include the entire history of correspondence from/to the
requestor in the Resolved template.  What is the variable name to access
this?

-jr

-- 
Josh Richards <jrichard@{ digitalwest.net, geekresearch.com, cubicle.net }>
Digital West Networks, Inc. - "Making Internet Business Better"
San Luis Obispo, CA - <URL:http://www.digitalwest.net/> - ASN 14589



From pdh at snapgear.com  Mon Aug 12 18:47:44 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 13 Aug 2002 08:47:44 +1000
Subject: [fsck.com #1594] Re: [rt-users] change in "From" line
In-Reply-To: <15704.4396.881474.544063@onceler.kciLink.com>
References: <15700.3651.438479.277454@onceler.kciLink.com> <20020809145742.A2523@lafferty.ca> <20020812010354.GK515@luggage> <15704.4054.102714.441202@onceler.kciLink.com> <15704.4396.881474.544063@onceler.kciLink.com>
Message-ID: <20020812224744.GB455@luggage>

Vivek Khera wrote:
> There also appears to be a need to protect $friendly_name in
> Action/Autoreply.pm, method SetReturnAddress().

$friendly_name in that case is the queue name as set by the
RT administrator; however I agree that it probably should
be protected to avoid a call to $RT::Owner->shoot($self->foot).

A simple

$friendly_name =~ s/"/\\"/g;

right before the SetHeader() around line 53 should do it.
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From pdh at snapgear.com  Mon Aug 12 18:53:17 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 13 Aug 2002 08:53:17 +1000
Subject: [rt-users] How RT interfaces with email
In-Reply-To: <20020812165812.6379.qmail@mail.com>
References: <20020812165812.6379.qmail@mail.com>
Message-ID: <20020812225317.GD455@luggage>

[format fixed -- please wrap lines under 80 characters.]

Crazy Diamond wrote:
>   I'm confused as to how RT works with email.  What i want to do
> for now is have RT send out email to the requestor whenever someone
> replies to a ticket or when someone closes a ticket.  Is this possible?
> The instructions on the fsck seem to show how to set up email so that
> people can email the rt system to create tickets(which i don't want to
> do just yet).

http://fsck.com/rtfm/article.html?id=2#50
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From pdh at snapgear.com  Mon Aug 12 18:59:50 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 13 Aug 2002 08:59:50 +1000
Subject: [rt-users] fun with Klez
In-Reply-To: <15703.58108.338500.757546@onceler.kciLink.com>
References: <15703.58108.338500.757546@onceler.kciLink.com>
Message-ID: <20020812225950.GE455@luggage>

Vivek Khera wrote:
> Is there some way to protect from this?  I see a function called
> IsRTAddress, but is is documented as only having any purpose when
> $ParseNewMessageForTicketCcs is true.  Can I make RT *never* send email
> to any address identified by that function?

You could. Another way might be to use Bruce's AutoReplySquelch
code from contrib. It Works For Us. :-)

You might also be being bitten by the loop detection not working
right, due to something (as yet undiagnosed) appending spaces to
some headers. Check

http://lists.fsck.com/pipermail/rt-devel/2002-July/002482.html

for a patch if this is affecting you. (See also: [fsck.com #1589])
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From mtr+rtuser at dull.net  Mon Aug 12 12:49:55 2002
From: mtr+rtuser at dull.net (MR)
Date: Mon, 12 Aug 2002 11:49:55 -0500 (CDT)
Subject: [rt-users] Any user committed time modification?
Message-ID: <200208121649.g7CGntId016294@tandem.milestonerdl.com>

After trying to get rt-2-1-30.tar.gz working in a Apache2 environment
and being stopped cold over the non-support of Apache2 by mod-perl 
(and not finding DBIx-SearchBuilder-0.62.tar.gz were I expected it to be...)
I opted to go back to a more standard Apache 1.3.X and rt 2.0.14. 
 
Has anyone patched the code to instead Worked: [   ] you have
Start Time: [  ]:[  ] and Stop Time: [  ]:[  ] ?
I did not see such in the contrib directory at this time.
 
 
If anyone can let me know if this type of setup is possible, it would save 
me days of trying to implement the impossible.
 
I have groups (each client is a group)  Each group may
have more than one member.   I'd like all the members of a group to be 
able to see all tickets associated with that group, but no other group.
Even have the clients enter more info about tickets in their group.
Just not be able to see others tickets.   I've got the group part down, 
I just haven't figured out how to stop seeing tickets that are not theirs.



From jrichard at digitalwest.net  Mon Aug 12 19:18:18 2002
From: jrichard at digitalwest.net (Josh Richards)
Date: Mon, 12 Aug 2002 16:18:18 -0700
Subject: [rt-users] SelfService interface probs
Message-ID: <20020812161818.A16993@homer.digitalwest.net>


From jrichard at digitalwest.net  Mon Aug 12 19:20:28 2002
From: jrichard at digitalwest.net (Josh Richards)
Date: Mon, 12 Aug 2002 16:20:28 -0700
Subject: [rt-users] Resolve ticket right
In-Reply-To: <3D57D1E9.1223140D@fun.de>; from harald.kollera@fun.de on Mon, Aug 12, 2002 at 05:19:05PM +0200
References: <001101c23e67$eb04d030$1f01a8c0@FRUSSELLPC> <3D57D1E9.1223140D@fun.de>
Message-ID: <20020812162028.T18184@homer.digitalwest.net>

Willing to post the patch?

-jr

* Harald Kollera <harald.kollera at fun.de> [20020812 08:25]:
>
> We have introduced a new status named "fixed" for tickets that are
> resolved but not proved nor tested. If you do something like that in
> combination with a scripaction that changes the queue according to the
> status change, this could be a good resolution to your problem. 

-- 
Josh Richards <jrichard@{ digitalwest.net, geekresearch.com, cubicle.net }>
Digital West Networks, Inc. - "Making Internet Business Better"
San Luis Obispo, CA - <URL:http://www.digitalwest.net/> - ASN 14589



From pdh at snapgear.com  Mon Aug 12 19:37:02 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 13 Aug 2002 09:37:02 +1000
Subject: [rt-users] correspondence history accessible from template?
In-Reply-To: <20020812154215.S18184@homer.digitalwest.net>
References: <20020812154215.S18184@homer.digitalwest.net>
Message-ID: <20020812233702.GL455@luggage>

Josh Richards wrote:
> I'd like to include the entire history of correspondence from/to the
> requestor in the Resolved template.  What is the variable name to access
> this?

There isn't one. :-) However, you may gain some enlightenment
from code posted by Bruce Campbell in

http://lists.fsck.com/pipermail/rt-users/2002-July/009118.html

-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From seph at commerceflow.com  Mon Aug 12 20:22:04 2002
From: seph at commerceflow.com (seph)
Date: 12 Aug 2002 17:22:04 -0700
Subject: [rt-users] empty message-body in replies
In-Reply-To: "timuel"'s message of "Mon, 12 Aug 2002 11:20:42 -0400"
References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com> <1028891147.19118.56.camel@debian> <20020812003153.GH515@luggage> <1029148240.20132.2.camel@debian> <00a001c24214$1ebee000$de0167cf@voicenet.com>
Message-ID: <6y65yfk3pv.fsf@seph.commerceflow.com>

> From: lines are like -- "From: Apache
> [mailto:apache at othermailserver.mydomain.com] On Behalf Of Staff
> Member".

Unless I'm mistaken, this mundging is being down by your mail
client. Outlook displays things like that, if there's a Sender header
that differs from the From header of an email. There's info about what
might be adding the Sender header in rtfm,
http://www.fsck.com/rtfm/article.html?id=105

I'm not sure about what'd be causing the blank message bodies, but I
bet they're linked.

seph



From pdh at snapgear.com  Mon Aug 12 20:31:27 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 13 Aug 2002 10:31:27 +1000
Subject: [rt-users] empty message-body in replies
In-Reply-To: <6y65yfk3pv.fsf@seph.commerceflow.com>
References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com> <1028891147.19118.56.camel@debian> <20020812003153.GH515@luggage> <1029148240.20132.2.camel@debian> <00a001c24214$1ebee000$de0167cf@voicenet.com> <6y65yfk3pv.fsf@seph.commerceflow.com>
Message-ID: <20020813003127.GO455@luggage>

seph wrote:
> I'm not sure about what'd be causing the blank message bodies, but I
> bet they're linked.

Probably not.

http://lists.fsck.com/pipermail/rt-users/2002-July/008947.html

"MIME parsing not recursive?", thread is broken, look for it
twice in the index. Not sure if anyone's had any bright ideas
on fixing it yet...
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From pdh at snapgear.com  Mon Aug 12 20:58:56 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 13 Aug 2002 10:58:56 +1000
Subject: [rt-users] upgrade warning message
In-Reply-To: <15703.54968.53743.183835@onceler.kciLink.com>
References: <15699.62464.770746.453953@onceler.kciLink.com> <20020812011158.GM515@luggage> <15703.54968.53743.183835@onceler.kciLink.com>
Message-ID: <20020813005856.GP455@luggage>

Vivek Khera wrote:
> >> Database handle destroyed without explicit disconnect at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 267.
> >> 
> Module id = DBIx::SearchBuilder
>     CPAN_VERSION 0.61

OK, you're beyond my ability to debug now. :-) It appears that
DBIx::SearchBuilder::Handle::dbh() is being called with a bogus
arg (0 or undef, probably.) More context would be required to
further track this.
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From dredd at megacity.org  Mon Aug 12 21:13:58 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Mon, 12 Aug 2002 21:13:58 -0400
Subject: [rt-users] Features Question
In-Reply-To: <20020812223634.GA455@luggage>
Message-ID: <F1BA4157-AE59-11D6-B858-00039384A830@megacity.org>

On Monday, August 12, 2002, at 06:36  PM, Phil Homewood wrote:

> Derek J. Balling wrote:
>> We'd like to have two different people "Assigned" to a ticket -- a
>> business analyst and an "owner". (e.g., the business analyst would be
>> following the progress of a ticket, throughout the ticket's life cycle
>> of being owned by developers, bugtesters, etc.)
>>
>> Anyone have any experience doing something like this? The B.A. would
>> have tickets that they "own" just as much as the owner owns them.
>>
>> Seems like this has to be something someone else has needed (or came up
>> with a decent work-around for), but I don't really see any easy way of
>> achieving it.
>
> AdminCC?

Well, part of it is to have the ability to put the analyst in the 
summary page. That way, if $PROGRAMMER is waiting on 
$BUSINESS_ANALYST[1] who is swamped, they can easily see a ticket that 
they'd be working with $BUSINESS_ANALYST[2] on.

If that makes any sense.

D




From pdh at snapgear.com  Mon Aug 12 21:15:40 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 13 Aug 2002 11:15:40 +1000
Subject: [rt-users] upgrade warning message
In-Reply-To: <20020813005856.GP455@luggage>
References: <15699.62464.770746.453953@onceler.kciLink.com> <20020812011158.GM515@luggage> <15703.54968.53743.183835@onceler.kciLink.com> <20020813005856.GP455@luggage>
Message-ID: <20020813011540.GA1533@luggage>

Phil Homewood wrote:
> OK, you're beyond my ability to debug now. :-) It appears that
> DBIx::SearchBuilder::Handle::dbh() is being called with a bogus
> arg (0 or undef, probably.) More context would be required to
> further track this.

Or not. Try this:

Index: insertdata
===================================================================
RCS file: /cvs/local/rt/tools/insertdata,v
retrieving revision 1.1.1.4
diff -u -r1.1.1.4 insertdata
--- insertdata  15 Jul 2002 01:25:46 -0000      1.1.1.4
+++ insertdata  13 Aug 2002 01:14:15 -0000
@@ -95,6 +95,9 @@
 #Load etc/config.pm and drop privs
 LoadConfig();
 
+#Disconnect from the DB so we can reconnect using the real API
+$RT::Handle->Disconnect();
+        
 #Connect to the database and get RT::SystemUser and RT::Nobody loaded
 DBConnect();
 

-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From pdh at snapgear.com  Mon Aug 12 21:57:50 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 13 Aug 2002 11:57:50 +1000
Subject: [rt-users] empty message-body in replies
In-Reply-To: <20020813003127.GO455@luggage>
References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com> <1028891147.19118.56.camel@debian> <20020812003153.GH515@luggage> <1029148240.20132.2.camel@debian> <00a001c24214$1ebee000$de0167cf@voicenet.com> <6y65yfk3pv.fsf@seph.commerceflow.com> <20020813003127.GO455@luggage>
Message-ID: <20020813015750.GA1644@luggage>

Phil Homewood wrote:
> "MIME parsing not recursive?", thread is broken, look for it
> twice in the index. Not sure if anyone's had any bright ideas
> on fixing it yet...

How about this one?

(Disclaimer: Untested. Feedback encouraged.)
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
-------------- next part --------------
Index: lib/RT/Interface/Email.pm
===================================================================
RCS file: /cvs/local/rt/lib/RT/Interface/Email.pm,v
retrieving revision 1.1.1.4
diff -u -r1.1.1.4 Email.pm
--- lib/RT/Interface/Email.pm	15 Jul 2002 01:25:46 -0000	1.1.1.4
+++ lib/RT/Interface/Email.pm	13 Aug 2002 01:43:41 -0000
@@ -231,8 +231,8 @@
     # Set up output directory for files:
     $parser->output_dir("$AttachmentDir");
   
-    #If someone includes a message, don't extract it
-    $parser->extract_nested_messages(0);
+    #If someone includes a message, extract it, if config.pm says to
+    $parser->extract_nested_messages($RT::ExtractNestedMessages);
 
    
     # Set up the prefix for files with auto-generated names:
Index: etc/config.pm
===================================================================
RCS file: /cvs/local/rt/etc/config.pm,v
retrieving revision 1.7
diff -u -r1.7 config.pm
--- etc/config.pm	19 Jul 2002 05:20:24 -0000	1.7
+++ etc/config.pm	13 Aug 2002 01:47:01 -0000
@@ -106,6 +106,10 @@
 
 $DropLongAttachments = undef;
 
+# Set this to 1 if you want to unpack nested "message/rfc822"
+# messages on incoming mail.
+$ExtractNestedMessages = 0;
+
 # 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

From pdh at snapgear.com  Mon Aug 12 22:29:21 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 13 Aug 2002 12:29:21 +1000
Subject: [rt-users] Features Question
In-Reply-To: <F1BA4157-AE59-11D6-B858-00039384A830@megacity.org>
References: <20020812223634.GA455@luggage> <F1BA4157-AE59-11D6-B858-00039384A830@megacity.org>
Message-ID: <20020813022921.GU455@luggage>

Derek J. Balling wrote:
> Well, part of it is to have the ability to put the analyst in the 
> summary page. That way, if $PROGRAMMER is waiting on 
> $BUSINESS_ANALYST[1] who is swamped, they can easily see a ticket that 
> they'd be working with $BUSINESS_ANALYST[2] on.

Ah. So you want to show the AdminCCs on Search/Listing.html.

Try this:

Edit %WebOptions in your config.pm. Add a field to QueueListingCols:

       { Header => 'AdminCC(s)',
         TicketAttribute => 'AdminCcAsString'
         },

Bounce the web server. See what happens.
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From mike at daboyz.org  Tue Aug 13 03:13:47 2002
From: mike at daboyz.org (Mike Barrett)
Date: Tue, 13 Aug 2002 00:13:47 -0700
Subject: [rt-users] Speed Issues?
Message-ID: <20020813071347.GA1531@daboyz.org>

Hi, I was just curious if anyone else has had any speed issues with a setup
similar to mine:

Ultra 10, 1024 megs of RAM
Solaris 8
RT 2.0.14
Apache 1.3.26 - mod_perl 1.27
PostGresQL 7.2.1

====
I've just set up RT and began using it.  My Postgres databases are extremely
small right now.  I've got maybe a total of 5 tickets in the system, and the
postgres database isn't being used all that much by anything else.

Whenever someone goes to look at a specific ticket however, it seems to take
on average about 1-4 seconds for the page to be displayed.  During this time
I notice that my CPU usage goes to 100%.

I'm wondering if postgres is the culprit here, but thats just a guess.  Has
anyone used RT with the latest postgres?  

Any help you can give would be great.  Thanks.

-- 
     ________________________________________________________________________
                Mike Barrett | "I used to read, now I go to raves."
             mike at daboyz.org | -- Random MUNI Rider, speaking
              www.daboyz.org |    to my friend Allison.
     ------------------------+-----------------------------------------------



From robie at principle.co.uk  Tue Aug 13 04:44:55 2002
From: robie at principle.co.uk (Robie Basak)
Date: 13 Aug 2002 09:44:55 +0100
Subject: [rt-users] SelfService interface probs
In-Reply-To: <20020812161818.A16993@homer.digitalwest.net>
References: <20020812161818.A16993@homer.digitalwest.net>
Message-ID: <1029228295.1645.0.camel@debian>

On Tue, 2002-08-13 at 00:18, Josh Richards wrote:
> From the SelfService interface if an unprivileged user creates a new
> ticket it is submitted properly but upon clicking the "Create Ticket"
> button they get an RT Error: "No permission to display that ticket."
> Afterwards the user can see the ticket in their list of open tickets and
> even view the details.  It's like there is a race condition just after
> the ticket is submitted that creates a period right afterwards where the
> user can view the ticket they just submitted.
> 
> Anyone else experience this?

I've seen exactly the same behavour, but haven't looked in to it.

Robie.



From gauthier at tiscali.net  Tue Aug 13 04:37:05 2002
From: gauthier at tiscali.net (Damien Gauthier)
Date: Tue, 13 Aug 2002 10:37:05 +0200
Subject: [rt-users] auto search
Message-ID: <C13E64F5D13FD511825A00E018CAA4775D81B4@nets01>

Dear all,

Is there anybody who can help me o customize the search when i click on a
queue ?

Regards

damien



From bruce_campbell at ripe.net  Tue Aug 13 05:20:48 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 13 Aug 2002 11:20:48 +0200 (CEST)
Subject: [rt-users] Using Keywords in Scrips
In-Reply-To: <1029182076.10194.37.camel@pictus.engr.nominum.com>
Message-ID: <Pine.LNX.4.44.0208131115510.320-100000@x22.ripe.net>

On 12 Aug 2002, Jeremy Doran wrote:

> I'd like to be able to make use of the keywords that I have set in a
> queue and use whatever is set in a scrip.
>
> More specifically, I'd like to be able to add the first keyword that
> appears for the ticket to the subject line to get something like:

'first' is unreliable when multiple keywords can be applied to a ticket.

> [rtname #22] [support] Rest of the subject line here.

I have the following snippet in my correspondence template, to end up with
headers such as:

	X-RT-Keyword: Magic keyword

You could change this to add a particular keyword to the subject line.

Something like this should probably be a KeywordsAsString method in
RT::Ticket.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security

{ my $retval = undef; my $keywdsels = $Ticket->QueueObj->KeywordSelects;
while( my $keywdsel = $keywdsels->Next() ){ my $keywds =
$Ticket->KeywordsObj( $keywdsel->Id ); while( my $keywd = $keywds->Next()
){ $retval .= "X-RT-Keyword: " . $keywd->KeywordObj->RelativePath(
$keywdsel->KeywordObj ) . "\n"; } } chomp( $retval ); $retval }





From bruce_campbell at ripe.net  Tue Aug 13 05:35:44 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 13 Aug 2002 11:35:44 +0200 (CEST)
Subject: [rt-users] fun with Klez
In-Reply-To: <20020812225950.GE455@luggage>
Message-ID: <Pine.LNX.4.44.0208131125370.320-100000@x22.ripe.net>

On Tue, 13 Aug 2002, Phil Homewood wrote:

> Vivek Khera wrote:
> > Is there some way to protect from this?  I see a function called
> > IsRTAddress, but is is documented as only having any purpose when
> > $ParseNewMessageForTicketCcs is true.  Can I make RT *never* send email
> > to any address identified by that function?
>
> You might also be being bitten by the loop detection not working
> right, due to something (as yet undiagnosed) appending spaces to
> some headers. Check

And to get around that, I'd suggest changing one line in
RT::Interface::Email->CheckForLoops from:

	    if ($RTLoop eq "$RT::rtname") {

to

	    if ($RTLoop =~ /^\s*$RT::rtname\s*$/ ) {

Also note the TODO comment in that function.  Personally I'd suggest
adding the following after that:

	    # If X-RT-Loop-Prevention contains _anything_, treat it as a
	    # loop.
	    if ($RTLoop =~ /\S+/ ) {
	        return( 2 );
	    }

RT::Action::AnythingSendingEmail should also be preserving X-Loop headers
as-is from correspondence (which to my shame my queues do not do).

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From dredd at megacity.org  Tue Aug 13 08:09:04 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Tue, 13 Aug 2002 08:09:04 -0400
Subject: [rt-users] Features Question
In-Reply-To: <20020813022921.GU455@luggage>
Message-ID: <75BCE92E-AEB5-11D6-B858-00039384A830@megacity.org>

On Monday, August 12, 2002, at 10:29  PM, Phil Homewood wrote:

> { Header => 'AdminCC(s)',
>          TicketAttribute => 'AdminCcAsString'
>          },

That ALMOST does what I want. ;-)

OK, the only problem now is that the requestor and the admincc are both 
e-mail addresses (which crowds the page significantly). Since both 
e-mail addresses map to users, is there any way to tell RT "if you know 
who this e-mail address belongs to, just use their RT userid in the 
display?"....

Thanks again!

D




From raanders at acm.org  Tue Aug 13 08:12:44 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Tue, 13 Aug 2002 05:12:44 -0700 (PDT)
Subject: [rt-users] Speed Issues?
In-Reply-To: <20020813071347.GA1531@daboyz.org>
Message-ID: <Pine.LNX.4.33.0208130507280.20502-100000@main.cyber-office.net>

On Tue, 13 Aug 2002, Mike Barrett wrote:

> Whenever someone goes to look at a specific ticket however, it seems to take
> on average about 1-4 seconds for the page to be displayed.  During this time
> I notice that my CPU usage goes to 100%.

First access of the day it took a slow count to 6.  CPU jumped on httpd to 
about 40%, PostgreSQL made about 10%.  (I was running to with a 1 second
refresh so it slipped right through be fore I could really notice it.)

> I'm wondering if postgres is the culprit here, but thats just a guess.  Has
> anyone used RT with the latest postgres?  

Yup.  7.2.1-4 from Redhat RPMs.

AMD K6 3D, 128 MByte RAM, IDE hard drive.  Machine is also used as name 
server for about 4000 customers.


Rod
-- 
  "Open Source Software - Sometimes you get more than you paid for..."




From ben at oculan.com  Tue Aug 13 08:44:08 2002
From: ben at oculan.com (Benjamin Reed)
Date: Tue, 13 Aug 2002 08:44:08 -0400
Subject: [rt-users] Speed Issues?
In-Reply-To: <20020813071347.GA1531@daboyz.org>
References: <20020813071347.GA1531@daboyz.org>
Message-ID: <20020813124408.GA879@oculan.com>

Mike Barrett [mike at daboyz.org] wrote:
> Whenever someone goes to look at a specific ticket however, it seems to take
> on average about 1-4 seconds for the page to be displayed.  During this time
> I notice that my CPU usage goes to 100%.
> 
> I'm wondering if postgres is the culprit here, but thats just a guess.  Has
> anyone used RT with the latest postgres?  

I can't say it's true for every system, but in our case, PostgreSQL was
*definitely* the culprit.  We're pretty much an all-postgresql shop here,
so we installed RT on postgresql.

Since then, we've had nothing but trouble, the speed is abysmal, with a
database of 10 or 20,000 tickets it would literally take 10 seconds to go
from the summary page into a queue list!

We've since switched to MySQL for RT and got a new lease on our ticketing
system (we'd actually started research other, ugh, commercial, offerings to
replace it, it was so slow).

Normally I'm a big psql booster, but one of it's biggest failings is in the
handling of large text columns, which RT's database is, primarily.  I would
suggest switching to mysql if you want any reasonable performance.  No
guarantees it'll fix your issue, but it definitely did for us.  =)

-- 
Ben Reed (ben at oculan.com)
http://www.oculan.com/
"Is it considered bad form to quote yourself in your sig?" -- Me



From khera at kcilink.com  Tue Aug 13 09:59:20 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 13 Aug 2002 09:59:20 -0400
Subject: [rt-users] fun with Klez
In-Reply-To: <20020812225950.GE455@luggage>
References: <15703.58108.338500.757546@onceler.kciLink.com>
	<20020812225950.GE455@luggage>
Message-ID: <15705.4280.894519.255090@onceler.kciLink.com>

>>>>> "PH" == Phil Homewood <pdh at snapgear.com> writes:

PH> You might also be being bitten by the loop detection not working
PH> right, due to something (as yet undiagnosed) appending spaces to
PH> some headers. Check

PH> http://lists.fsck.com/pipermail/rt-devel/2002-July/002482.html

PH> for a patch if this is affecting you. (See also: [fsck.com #1589])

Yep... that was the cause.  Apparently *all* RT-appended headers
contain a trialing space, so I'll blame Mail::Header for doing it ;-)

Thanks.



From khera at kcilink.com  Tue Aug 13 10:04:01 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 13 Aug 2002 10:04:01 -0400
Subject: [rt-users] upgrade warning message
In-Reply-To: <20020813005856.GP455@luggage>
References: <15699.62464.770746.453953@onceler.kciLink.com>
	<20020812011158.GM515@luggage>
	<15703.54968.53743.183835@onceler.kciLink.com>
	<20020813005856.GP455@luggage>
Message-ID: <15705.4561.690014.189839@onceler.kciLink.com>

>>>>> "PH" == Phil Homewood <pdh at snapgear.com> writes:

PH> Vivek Khera wrote:
>> >> Database handle destroyed without explicit disconnect at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 267.
>> >> 
>> Module id = DBIx::SearchBuilder
>> CPAN_VERSION 0.61

PH> OK, you're beyond my ability to debug now. :-) It appears that
PH> DBIx::SearchBuilder::Handle::dbh() is being called with a bogus
PH> arg (0 or undef, probably.) More context would be required to
PH> further track this.

It isn't a fatal problem... just a warning.  I haven't gotten a chance
to dive into it yet, but it does also show up in my httpd error log.
Just looks to me like a variable going out of scope before being
explicitly destroyed (hey, that's the error message!)



From khera at kcilink.com  Tue Aug 13 10:22:16 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 13 Aug 2002 10:22:16 -0400
Subject: [rt-users] Speed Issues?
In-Reply-To: <20020813071347.GA1531@daboyz.org>
References: <20020813071347.GA1531@daboyz.org>
Message-ID: <15705.5656.565155.25420@onceler.kciLink.com>

>>>>> "MB" == Mike Barrett <mike at daboyz.org> writes:

MB> on average about 1-4 seconds for the page to be displayed.  During
MB> this time I notice that my CPU usage goes to 100%.

MB> I'm wondering if postgres is the culprit here, but thats just a
MB> guess.  Has anyone used RT with the latest postgres?

Postgres is generally not a CPU-bound process.  It is usually a disk-bound
process.  What kind of disks do you have?  I hope they're SCSI.

Anyhow, you should also do the regular maintenance required of
postgres.

Is your apache dedicated to RT or does it do other stuff?  I'd
recommend running a dedicated instance (not virtual host) just for RT.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 khera at kcilink.com  Tue Aug 13 10:42:24 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 13 Aug 2002 10:42:24 -0400
Subject: [rt-users] Speed Issues?
In-Reply-To: <Pine.LNX.4.33.0208130507280.20502-100000@main.cyber-office.net>
References: <20020813071347.GA1531@daboyz.org>
	<Pine.LNX.4.33.0208130507280.20502-100000@main.cyber-office.net>
Message-ID: <15705.6864.757003.964694@onceler.kciLink.com>

>>>>> "RAA" == Roderick A Anderson <raanders at acm.org> writes:

RAA> On Tue, 13 Aug 2002, Mike Barrett wrote:
>> Whenever someone goes to look at a specific ticket however, it seems to take
>> on average about 1-4 seconds for the page to be displayed.  During this time
>> I notice that my CPU usage goes to 100%.

RAA> First access of the day it took a slow count to 6.  CPU jumped on
RAA> httpd to about 40%, PostgreSQL made about 10%.  (I was running to
RAA> with a 1 second refresh so it slipped right through be fore I
RAA> could really notice it.)


So, basically, overnight when nobody accessed RT, all the memory used
by it got swapped out.  When you came in, it took a few seconds to
pull back all the memory from swap...

Only solution is to add RAM or get faster disks.



From khera at kcilink.com  Tue Aug 13 10:43:58 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 13 Aug 2002 10:43:58 -0400
Subject: [rt-users] Speed Issues?
In-Reply-To: <20020813124408.GA879@oculan.com>
References: <20020813071347.GA1531@daboyz.org>
	<20020813124408.GA879@oculan.com>
Message-ID: <15705.6958.251744.884637@onceler.kciLink.com>

>>>>> "BR" == Benjamin Reed <ben at oculan.com> writes:

BR> I can't say it's true for every system, but in our case, PostgreSQL was
BR> *definitely* the culprit.  We're pretty much an all-postgresql shop here,
BR> so we installed RT on postgresql.

We have no performance issues with RT on postgres.  Works pretty
darned fast, even when some other process is pounding the DB server
for some large query.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 jdeberry at townnews.com  Tue Aug 13 10:47:55 2002
From: jdeberry at townnews.com (John DeBerry)
Date: Tue, 13 Aug 2002 09:47:55 -0500
Subject: [rt-users] Speed Issues?
In-Reply-To: <20020813071347.GA1531@daboyz.org>
Message-ID: <JDEMKKMKMAAPCNHIBFLGKEBJDLAA.jdeberry@townnews.com>

> Whenever someone goes to look at a specific ticket however, it seems to
take
> on average about 1-4 seconds for the page to be displayed.  During this
time
> I notice that my CPU usage goes to 100%.

We experience the same behavior, pretty consistently, but we are using
mysql. Is anyone else experiencing the same thing?

John DeBerry




From khera at kcilink.com  Tue Aug 13 11:02:10 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 13 Aug 2002 11:02:10 -0400
Subject: [rt-users] fun with Klez
In-Reply-To: <Pine.LNX.4.44.0208131125370.320-100000@x22.ripe.net>
References: <20020812225950.GE455@luggage>
	<Pine.LNX.4.44.0208131125370.320-100000@x22.ripe.net>
Message-ID: <15705.8050.138722.249365@onceler.kciLink.com>

>>>>> "BC" == Bruce Campbell <bruce_campbell at ripe.net> writes:

BC> RT::Interface::Email->CheckForLoops from:

BC> 	    if ($RTLoop eq "$RT::rtname") {

BC> to

BC> 	    if ($RTLoop =~ /^\s*$RT::rtname\s*$/ ) {


Great.  I like this approach the best.  I'm using it but modified a
bit for efficiency:

    if ($RTLoop =~ m/\s?$RT::rtname\s?/) {

since the * is greedy.  I suspect that the \s? could just be \b but
I'm happy with it this way.

Thanks for the patch/post!



From raanders at acm.org  Tue Aug 13 11:10:31 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Tue, 13 Aug 2002 08:10:31 -0700 (PDT)
Subject: [rt-users] Speed Issues?
In-Reply-To: <15705.6864.757003.964694@onceler.kciLink.com>
Message-ID: <Pine.LNX.4.33.0208130805300.24697-100000@main.cyber-office.net>

On Tue, 13 Aug 2002, Vivek Khera wrote:

> So, basically, overnight when nobody accessed RT, all the memory used
> by it got swapped out.  When you came in, it took a few seconds to
> pull back all the memory from swap...

I knew this.  I was just letting people know it was not all that slow
unless you're doing like we are - slow processor, minimal RAM, and slow
disks - and it was the first access of the day.  DNS access probably was
causing it to swap out.

> Only solution is to add RAM or get faster disks.

Not a problem.  In fact I think less than 10 seconds isn't all that bad.  
I couldn't type out an entry in less than 5 seconds.  (Sometimes being 
slow isn't all that bad.  :-)


Rod
-- 
  "Open Source Software - Sometimes you get more than you paid for..."




From alan at linerate.net  Tue Aug 13 11:35:42 2002
From: alan at linerate.net (Alan Sawyer)
Date: Wed, 14 Aug 2002 01:35:42 +1000 (EST)
Subject: [rt-users] Install / Apache Problem
In-Reply-To: <Pine.LNX.4.33.0208130805300.24697-100000@main.cyber-office.net>
Message-ID: <Pine.LNX.4.33.0208140130030.28024-100000@web.satlink.com.au>

Hi All.
I'm attempting to run RT 2 underApache/1.3.26, mod_perl 1.26, with Mason
from CPAN.

When I add (not running as a Vhost)
Alias /webrt/ /usr/share/request-tracker/WebRT/html/NoAuth/images
Alias /rt/ /usr/share/request-tracker/WebRT/html
PerlRequire /usr/share/request-tracker/bin/webmux.pl
<Location /rt>
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>

to the httpd.conf,
Apache will not restart. No errors in error.log.
It specifically chokes on the PerlRequire <foo> entry and
on another note apachectl configtest seg faults :)

Has anyone run into this problem before or have any advice?

Many thanks,
Alan





From smylers at gbdirect.co.uk  Tue Aug 13 11:29:26 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Tue, 13 Aug 2002 16:29:26 +0100 (BST)
Subject: [rt-users] fun with Klez
In-Reply-To: <15705.8050.138722.249365@onceler.kciLink.com>
Message-ID: <Pine.LNX.4.44.0208131609370.30829-100000@tiger.gbdirect.co.uk>

Vivek Khera wrote:

> >>>>> "BC" == Bruce Campbell <bruce_campbell at ripe.net> writes:
>
> BC> 	    if ($RTLoop =~ /^\s*$RT::rtname\s*$/ ) {
>
> I'm using it but modified a bit for efficiency:
>
>     if ($RTLoop =~ m/\s?$RT::rtname\s?/) {
>
> since the * is greedy.

What's wrong with that?  I was always under the impression that greedy
modifiers are more efficient that non-greedy versions because the greedy
versions don't involve backtracking.

Also, expressions that are anchored are much more efficient than those
that aren't.  In Bruce's regexp Perl just has to start looking at the
start of the string.  It goes along one character at a time until it
finds something that isn't whitespace.  Then it looks to see if that
character is the first character of $RT::rtname, and so on.  If it finds
a non-matching character the whole match _must_ have failed -- there is
no other 'start of string' for it to look -- so it fails quickly.

A non-greedy version could look like this:

  if ($RTLoop =~ m/\s*?$RT::rtname\s*?/) {

Perl would first have to iterate through the string till it finds a
whitespace character.  Then it looks if $RT::rtname matches.  If it
doesn't, it has to go back to the whitespace character it's already
found and see if the following character is also whitespace and possibly
try $RT::rtname again.  Once it's exhausted all lengths of whitespace
starting from the first stretch of whitespace it tries again starting at
the second stretch of whitespace.  That's considerably more effort.

However what you wrote isn't non-greedy -- it just uses ? instead of *,
replacing one greedy quantifier with another.  So you're greedily
matching either one or zero spaces before and after $RT::rtname.  Since
the expression isn't anchored, that's completely pointless; these two
statements are equivalent:

  1 Does the string contain "ham" somewhere in its length?

  2 Does the string contain "ham" somewhere in its length, with that
    "ham" preceeded by either at least one character of whitespace or no
    whitespace at all?

\s? would only match one whitespace character, but because the string
isn't bounded there isn't anything to stop the (non-matching) character
just before the matching space also being a space.

Note in particular that both of the above would match "sham" and
"shamed" as well as "ham" and " ham ", so your regexp matches many more
things than Bruce's.

I suspect that \Q is needed in there somewhere though, in case
$RT::rtname contains any special characters (such as a . in a domain
name):

  if ($RTLoop =~ /^\s*\Q$RT::rtname\E\s*$/ ) {

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From khera at kcilink.com  Tue Aug 13 11:35:39 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 13 Aug 2002 11:35:39 -0400
Subject: [rt-users] fun with Klez
In-Reply-To: <Pine.LNX.4.44.0208131609370.30829-100000@tiger.gbdirect.co.uk>
References: <15705.8050.138722.249365@onceler.kciLink.com>
	<Pine.LNX.4.44.0208131609370.30829-100000@tiger.gbdirect.co.uk>
Message-ID: <15705.10059.971049.783064@onceler.kciLink.com>

>>>>> "s" == smylers  <smylers at gbdirect.co.uk> writes:

s> I suspect that \Q is needed in there somewhere though, in case
s> $RT::rtname contains any special characters (such as a . in a domain
s> name):

s>   if ($RTLoop =~ /^\s*\Q$RT::rtname\E\s*$/ ) {

My bleary eyes didn't notice the anchor at the front... you are indeed
correct, and I'm putting this version into place.  Thanks.



From darren at boston.com  Tue Aug 13 11:51:43 2002
From: darren at boston.com (darren chamberlain)
Date: Tue, 13 Aug 2002 11:51:43 -0400
Subject: [rt-users] fun with Klez
In-Reply-To: <Pine.LNX.4.44.0208131609370.30829-100000@tiger.gbdirect.co.uk>
References: <15705.8050.138722.249365@onceler.kciLink.com> <Pine.LNX.4.44.0208131609370.30829-100000@tiger.gbdirect.co.uk>
Message-ID: <20020813155143.GG23601@boston.com>

* Smylers <smylers at gbdirect.co.uk> [2002-08-13 11:29]:
> Vivek Khera wrote:
> 
> > >>>>> "BC" == Bruce Campbell <bruce_campbell at ripe.net> writes:
> >
> > BC> 	    if ($RTLoop =~ /^\s*$RT::rtname\s*$/ ) {
> >
> > I'm using it but modified a bit for efficiency:
> >
> >     if ($RTLoop =~ m/\s?$RT::rtname\s?/) {
> >
> > since the * is greedy.
> 
> What's wrong with that?  I was always under the impression that greedy
> modifiers are more efficient that non-greedy versions because the greedy
> versions don't involve backtracking.

Here's a potentially helpful benchmark:

  $ perl -MBenchmark -Mstrict
  my $c = 0;
  my $d = 0;
  my $f = "hello world";
  my $pat = "hello";
  timethese( 1_000_000, {
          'anchored_greedy' => sub { if ($f =~ /^\s*\Q$pat\E\s*$/) { $c++ } },
          'unanchored_nongreedy' => sub { if ($f =~ /\s?\Q$pat\E\s?/) { $d++ } },
  });

  Benchmark: timing 1000000 iterations of anchored_greedy, unanchored_nongreedy...
  anchored_greedy:  2 wallclock secs ( 3.36 usr +  0.00 sys =  3.36 CPU) @ 297619.05/s (n=1000000)
  unanchored_nongreedy:  4 wallclock secs ( 3.03 usr +  0.00 sys =  3.03 CPU) @ 330033.00/s (n=1000000)

(darren)

-- 
Hell is other people.
    -- Jean-Paul Sartre



From sean at techtarget.com  Tue Aug 13 14:25:45 2002
From: sean at techtarget.com (Sean Lutner)
Date: 13 Aug 2002 14:25:45 -0400
Subject: [rt-users] Message Attachments not being delivered
In-Reply-To: <20020805145544.GB31915@2f.hu>
References: <Pine.LNX.4.44.0208012348100.9918-100000@x22.ripe.net>
	<1cf001c239d8$7ef6fc30$3d20a6d1@dazzawinxp> <20020805142026.GA31915@2f.hu> 
	<20020805145544.GB31915@2f.hu>
Message-ID: <1029263151.2355.11.camel@animal>

As I was following this thread, I got a request from a user for the
ability to send attachments out with replies to tickets. Lucky me, I
grabbed the NotifyWithAttachment scrip action and got it installed. All
was working well until another user tried to send out a .pdf with a
reply. For some reason pdf files are not getting sent out with the
reply. I've tested things, and this looks to be the only file type
having a problem. Word docs, excel spreadsheets, text files etc, etc
work. Is there something I need to add to the code in order to have
pdf's get sent out with replies?

Any help is appreciated.

Thanks
Sean

On Mon, 2002-08-05 at 10:55, Akos Szalkai wrote:
> >                                                   However, we have an
> > even bigger problem, that can be seen above as well: the encoding is
> > fixed to base64.  When a multipart (or message/*) attachment is about to
> > be sent out, NotifyWithAttachment sets the encoding to base64, and then
> > MIME::Entity croaks that you can't have base64 encoding with this type.
> > Result: no mail gets sent out, although the transaction appears in the
> > database and on the web.
> > 
> > Does anybody have a solution for this?
> 
> Sorry to follow up my own email, but I did some dirty hacking to solve
> this problem.  I attach a slightly modified version of
> NotifyWithAttachment.pm, which seems to work much better in our
> environment (please remember that it is still very far from perfect).
> You can use the insert script from the original version.
> 
> Akos
> 
> -- 
> Akos Szalkai <szalkai at 2f.hu>
> IT Consultant, CISA
> 2F 2000 Szamitastechnikai es Szolgaltato Kft.
> Tel: (+36-1)-4887700  Fax: (+36-1)-4887709  WWW: http://www.2f.hu/
> 
-- 
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 gkwagner at cats.ucsc.edu  Tue Aug 13 15:10:27 2002
From: gkwagner at cats.ucsc.edu (Gretchen K. Wagner)
Date: Tue, 13 Aug 2002 12:10:27 -0700 (PDT)
Subject: [rt-users] Re: Apache authentication, then RT authentication?
In-Reply-To: <20020812223946.GB491@iastate.edu>
Message-ID: <Pine.LNX.4.44.0208131151090.3083-100000@splat.ucsc.edu>

On Mon, 12 Aug 2002 deejoe at iastate.edu wrote:

> (Apologies if this belabors the point.  Corrections, as always, welcome.)

Quite excellent summary of Things As They Are with regards to this situation 
:)  FWIW, yes, all accounts are configured, all accounts have passwords, and 
I've tried various combinations of same/different passwords for the 
krb/unix/rt accounts (all same username).

> Another caveat:  Cookies are used for RT's built-in authentication.  When
> external authentication is configured, no cookies are generated.  Therefore
> it effectively becomes impossible to log out without closing the browser
> session and wiping the cache since http basic authentication can never be
> canceled or expired otherwise.  This behavior (no cookies from RT) may have
> changed with more recent RT versions, I don't know.

I think this may be the sticking point.  RT2 appears to accept the external
authentication, but it doesn't proceed beyond that initial page.  Perhaps RT2
still wants cookies, but they're not being generated as part of the Apache
basic auth.  Hrm...

-- 
Gretchen K. Wagner <gkwagner at cats.ucsc.edu>
Unix Systems Administrator
Distributed Computing Group
Communications and Technology Services
University of California Santa Cruz





From paul at goracke.org  Tue Aug 13 15:47:34 2002
From: paul at goracke.org (Paul Goracke)
Date: Tue, 13 Aug 2002 12:47:34 -0700
Subject: [rt-users] Install / Apache Problem
References: <Pine.LNX.4.33.0208140130030.28024-100000@web.satlink.com.au>
Message-ID: <3D596256.1090403@goracke.org>

Alan Sawyer wrote:

> When I add (not running as a Vhost)

[..]

> to the httpd.conf,
> Apache will not restart. No errors in error.log.
> It specifically chokes on the PerlRequire <foo> entry and
> on another note apachectl configtest seg faults :)
> 
> Has anyone run into this problem before or have any advice?

Yes, I had a similar problem once after upgrading our system. I could 
only get it working by putting it inside a virtual host statement.
See http://fsck.com/rtfm/article.html?id=2#100 for an example.

pg




From Kendric.Beachey at garmin.com  Tue Aug 13 17:32:54 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 13 Aug 2002 16:32:54 -0500
Subject: [rt-users] SelfService interface probs
Message-ID: <6899B5417148F34AA929F2950FEFB3FD612953@dallas.garmin.com>

From: Robie Basak [mailto:robie at principle.co.uk]
> On Tue, 2002-08-13 at 00:18, Josh Richards wrote:
> > From the SelfService interface if an unprivileged user creates a new
> > ticket it is submitted properly but upon clicking the 
> "Create Ticket"
> > button they get an RT Error: "No permission to display that ticket."
> > Afterwards the user can see the ticket in their list of 
> open tickets and
> > even view the details.  It's like there is a race condition 
> just after
> > the ticket is submitted that creates a period right 
> afterwards where the
> > user can view the ticket they just submitted.
> > 
> > Anyone else experience this?
> 
> I've seen exactly the same behavour, but haven't looked in to it.

I think I saw something similar here.

One guy created a ticket and CCed someone who didn't have an account on RT
yet.  When activity ensued on the ticket, the CC guy tried to reply to the
e-mail he found in his box.  RT, receiving a message from an unknown party,
created an account for him.

But then this apparent race condition reared its head, and he got a message
back (from ME, as far as he could tell) saying "Permission Denied".  After I
had him try creating a ticket and messing around with it, we found his
account was working just fine.  It was just for that crucial instant that it
wasn't set up all the way yet, apparently.

Bad news:  the CC guy was the CFO of our company.

Good news:  he's pretty good-natured.  :-)
--
Kendric Beachey



From robie at principle.co.uk  Wed Aug 14 04:48:04 2002
From: robie at principle.co.uk (Robie Basak)
Date: 14 Aug 2002 09:48:04 +0100
Subject: [rt-users] SelfService interface probs
In-Reply-To: <6899B5417148F34AA929F2950FEFB3FD612953@dallas.garmin.com>
References: <6899B5417148F34AA929F2950FEFB3FD612953@dallas.garmin.com>
Message-ID: <1029314884.17793.7.camel@debian>

On Tue, 2002-08-13 at 22:32, Beachey, Kendric wrote:
> From: Robie Basak [mailto:robie at principle.co.uk]
> > On Tue, 2002-08-13 at 00:18, Josh Richards wrote:
> > > From the SelfService interface if an unprivileged user creates a new
> > > ticket it is submitted properly but upon clicking the 
> > "Create Ticket"
> > > button they get an RT Error: "No permission to display that ticket."
> > > Afterwards the user can see the ticket in their list of 
> > open tickets and
> > > even view the details.  It's like there is a race condition 
> > just after
> > > the ticket is submitted that creates a period right 
> > afterwards where the
> > > user can view the ticket they just submitted.
> > > 
> > > Anyone else experience this?
> > 
> > I've seen exactly the same behavour, but haven't looked in to it.
> 
> I think I saw something similar here.
> 
> One guy created a ticket and CCed someone who didn't have an account on RT
> yet.  When activity ensued on the ticket, the CC guy tried to reply to the
> e-mail he found in his box.  RT, receiving a message from an unknown party,
> created an account for him.
> 
> But then this apparent race condition reared its head, and he got a message
> back (from ME, as far as he could tell) saying "Permission Denied".  After I
> had him try creating a ticket and messing around with it, we found his
> account was working just fine.  It was just for that crucial instant that it
> wasn't set up all the way yet, apparently.

Thinking about it, I can make a guess as to what's happening.

One instance of Apache handled the first request (to create the ticket
or whatever). That corresponding instance of RT created the ticket
inside a database transaction, and committed it.

Then, another instance (hence definitely a different db handle) did a
query. There's no guarantee that the transaction will yet be seen by
anyone else, because transactions either get seen or don't. So
presumably the database was still busy with it, and would've only shown
it's existence to the previous instance.

So, if I'm right, using the same db handle consistently would fix it.
I'm not sure if that corresponds to running a single apache process or
not, but whichever way it would hit performance.

Or the second instance should wait until the first's transaction
appears, but there's no guarantee that it will because you could've
requested to view an invalid ticket.

I suppose that's just an example of why web-based interfaces aren't
ideal for these things, though unfortunately it's the best we have at
the moment.

[...]

Robie.



From victor.barahona at uam.es  Wed Aug 14 05:04:36 2002
From: victor.barahona at uam.es (Victor Barahona)
Date: Wed, 14 Aug 2002 11:04:36 +0200
Subject: [rt-users] Speed Issues?
In-Reply-To: <JDEMKKMKMAAPCNHIBFLGKEBJDLAA.jdeberry@townnews.com>
References: <JDEMKKMKMAAPCNHIBFLGKEBJDLAA.jdeberry@townnews.com>
Message-ID: <200208141104.40013.victor.barahona@uam.es>

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

El Mar 13 Ago 2002 16:47, John DeBerry escribi?:
> > Whenever someone goes to look at a specific ticket however, it seems to
>
> take
>
> > on average about 1-4 seconds for the page to be displayed.  During this
>
> time
>
> > I notice that my CPU usage goes to 100%.
>
> We experience the same behavior, pretty consistently, but we are using
> mysql. Is anyone else experiencing the same thing?

We have something similar on here. Our system is been using for 80 people and 
it's keeps with the loads Ok, except when the httpd process (maybe mod_perl) 
gots crazy.

Normaly each httpd process use arround 19Mb, but sometimes some of them eat 
64Mb each one, in that moment each of this crazy httpd use as much CPU as 
can. If there are too much crazy-process the machine goes up to 10 load and 
finaly die and must be reboot. This problem is killing us. :(

Now, because vacation, only 15 people are using it and the problem is not 
happening.

Hardware: PIV 2Ghz, RAM 2GB, Ultra Wide SCSI Disks, Hardware Raid
Software: rt-2.0.11, mysql, Redhat 7.3 (same with Redhat 7.2)

We chage the machine thinking is some hardware related problem (PIV 1.6Ghz, 
RAM 750Mb, IDE disks) and the same problem happend.

Is anyone noticed something similar?

- -- 
"Alone? you are not alone, Bigbrother is watching you"

- ------------------------------------------------------------------------
Victor Barahona Cabezon
http://rincon.uam.es/dir?cw=870938110351562	       PGP ID-0x8750AB79
Soporte Seguridad en red........................http://www.utc.uam.es/ss
- ------------------------------------------------------------------------

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From alan at linerate.net  Wed Aug 14 05:34:47 2002
From: alan at linerate.net (Alan Sawyer)
Date: Wed, 14 Aug 2002 19:34:47 +1000 (EST)
Subject: [rt-users] Install / Apache Problem
In-Reply-To: <3D596256.1090403@goracke.org>
Message-ID: <Pine.LNX.4.33.0208141933520.7224-100000@web.satlink.com.au>

Hi Paul,
Thanks for the tip. I'll give it a try if I can't get to the bottom of the
problem with webmux/apache.

Thanks,
Alan


On Tue, 13 Aug 2002, Paul Goracke wrote:

> Alan Sawyer wrote:
>
> > When I add (not running as a Vhost)
>
> [..]
>
> > to the httpd.conf,
> > Apache will not restart. No errors in error.log.
> > It specifically chokes on the PerlRequire <foo> entry and
> > on another note apachectl configtest seg faults :)
> >
> > Has anyone run into this problem before or have any advice?
>
> Yes, I had a similar problem once after upgrading our system. I could
> only get it working by putting it inside a virtual host statement.
> See http://fsck.com/rtfm/article.html?id=2#100 for an example.
>
> pg
>
>
> _______________________________________________
> 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 bruce_campbell at ripe.net  Wed Aug 14 06:55:28 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 14 Aug 2002 12:55:28 +0200 (CEST)
Subject: [rt-users] Speed Issues?
In-Reply-To: <200208141104.40013.victor.barahona@uam.es>
Message-ID: <Pine.LNX.4.44.0208141251090.31049-100000@x22.ripe.net>

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

On Wed, 14 Aug 2002, Victor Barahona wrote:

> We have something similar on here. Our system is been using for 80 people and
> it's keeps with the loads Ok, except when the httpd process (maybe mod_perl)
> gots crazy.
>
> Normaly each httpd process use arround 19Mb, but sometimes some of them eat
> 64Mb each one, in that moment each of this crazy httpd use as much CPU as
> can. If there are too much crazy-process the machine goes up to 10 load and
> finaly die and must be reboot. This problem is killing us. :(

I find the following settings in Apache's httpd.conf useful to avoid the
run-away affect in Apache from completely killing your machine.

	MinSpareServers 5
	MaxSpareServers 10
	StartServers 5
	MaxClients 150

	# Each child process will die after this many requests,
	# incidentally freeing up the memory that it has used.  Apache
	# leaks like a sieve sometimes.
	MaxRequestsPerChild 30

Regards,

- -- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security
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From jficarra at crosscurrent.com  Wed Aug 14 08:55:41 2002
From: jficarra at crosscurrent.com (Jim Ficarra)
Date: Wed, 14 Aug 2002 08:55:41 -0400
Subject: [rt-users] Install / Apache Problem
Message-ID: <NEBBLFJBHAHCEPLBHMDDCEKMAKAB.jficarra@crosscurrent.com>

Alan,

I had this problem too.  You didn't specify, but I'm assuming you're
installing Apache from the Redhat RPM along with the mod_perl RPM running as
a DSO.  Or perhaps you've compiled Apache instead of using the RPM and are
using mod_perl as a DSO.

To fix my problem, I ended up compiling mod_perl statically into Apache.
Everything worked just fine after that.

Hope this helps.

-Jim Ficarra


>rom: Alan Sawyer <alan at linerate.net>
>To: <rt-users at lists.fsck.com>
>Subject: [rt-users] Install / Apache Problem
>
>Hi All.
>I'm attempting to run RT 2 underApache/1.3.26, mod_perl 1.26, with Mason
>from CPAN.
>
>When I add (not running as a Vhost)
>Alias /webrt/ /usr/share/request-tracker/WebRT/html/NoAuth/images
>Alias /rt/ /usr/share/request-tracker/WebRT/html
>PerlRequire /usr/share/request-tracker/bin/webmux.pl
><Location /rt>
> SetHandler perl-script
> PerlHandler RT::Mason
></Location>
>
>to the httpd.conf,
>Apache will not restart. No errors in error.log.
>It specifically chokes on the PerlRequire <foo> entry and
>on another note apachectl configtest seg faults :)
>
>Has anyone run into this problem before or have any advice?
>
>Many thanks,
>Alan





From victor.barahona at uam.es  Wed Aug 14 09:19:57 2002
From: victor.barahona at uam.es (Victor Barahona)
Date: Wed, 14 Aug 2002 15:19:57 +0200
Subject: [rt-users] Speed Issues?
In-Reply-To: <Pine.LNX.4.44.0208141251090.31049-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0208141251090.31049-100000@x22.ripe.net>
Message-ID: <200208141519.57357.victor.barahona@uam.es>

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

> I find the following settings in Apache's httpd.conf useful to avoid the
> run-away affect in Apache from completely killing your machine.
>
> 	MinSpareServers 5
> 	MaxSpareServers 10
> 	StartServers 5
> 	MaxClients 150
>
> 	# Each child process will die after this many requests,
> 	# incidentally freeing up the memory that it has used.  Apache
> 	# leaks like a sieve sometimes.
> 	MaxRequestsPerChild 30

I forgot mention it but we allready did something similar (even more radical) 
and then, things went better but from times to times happen again (once a 
week). Our configurati?n is:

MinSpareServers 3
MaxSpareServers 6
StartServers 3
MaxClients 150

MaxRequestsPerChild 10


Why is this happening? is a bug? is apache? is mod_perl? is mysql? is rt? Any 
light to this will be VERY appreciate.

Regards.

- -- 
"Alone? you are not alone, Bigbrother is watching you"

- ------------------------------------------------------------------------
Victor Barahona Cabezon
http://rincon.uam.es/dir?cw=870938110351562	       PGP ID-0x8750AB79
Soporte Seguridad en red........................http://www.utc.uam.es/ss
- ------------------------------------------------------------------------

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From stefan.scherer at sealsystems.de  Wed Aug 14 10:33:28 2002
From: stefan.scherer at sealsystems.de (Stefan Scherer)
Date: Wed, 14 Aug 2002 16:33:28 +0200
Subject: [rt-users] colored ticket lists
Message-ID: <3D5A6A38.7980312C@sealsystems.de>

I have modified some code to have colored ticket lists
just like in sourceforge.net.

High priority tickets will be more red than low priority
tickets.

If someone is interested in the changes, I can contribute
them here. Or is there a way to put them onto the ftp 
server?

Bye,

Stefan

-- 
Stefan Scherer
SEAL Systems          Tel.  : +49 (0) 9195-926-128
Lohmuehlweg 4         Fax   : +49 (0) 9195-1739
D-91341 Roettenbach   MailTo:stefan.scherer at sealsystems.de
Germany               WWW   : http://www.sealsystems.de



From andy at petdance.com  Wed Aug 14 10:35:41 2002
From: andy at petdance.com (Andy Lester)
Date: Wed, 14 Aug 2002 09:35:41 -0500
Subject: [rt-users] colored ticket lists
In-Reply-To: <3D5A6A38.7980312C@sealsystems.de>
References: <3D5A6A38.7980312C@sealsystems.de>
Message-ID: <20020814143541.GB3128@petdance.com>

> I have modified some code to have colored ticket lists
> just like in sourceforge.net.

I tweaked it to show colors based on status (open = green, red =
stalled).

How'd you do it?  I just updated the Search/Listing.html template in my
local RT directory.

xoa

-- 
'Andy Lester        andy at petdance.com
 Programmer/author  petdance.com
 Daddy              parsley.org/quinn   Jk'=~/.+/s;print((split//,$&)
                            [unpack'C*',"n2]3%+>\"34.'%&.'^%4+!o.'"])



From robie at principle.co.uk  Wed Aug 14 10:43:47 2002
From: robie at principle.co.uk (Robie Basak)
Date: 14 Aug 2002 15:43:47 +0100
Subject: [rt-users] [fixed] Cannot search by requestor
In-Reply-To: <1027067733.24583.26.camel@debian>
References: <1027067733.24583.26.camel@debian>
Message-ID: <1029336227.18994.3.camel@debian>

On Fri, 2002-07-19 at 09:35, Robie Basak wrote:
> Hi, 
> 
> Searching by requestor seems to always return no results. I'm using RT
> 2.0.13 and on a remote postgres. 
> 
> I found someone saying something similar in the archives and tried to
> upgrade DBIx::SearchBuilder accordingly (I'm using Debian Woody, so
> first I purged the package libdbix-searchbuilder-perl and then installed
> 0.61 from source, then restarted apache-perl) but this didn't seem to
> help. 

[...]

> query: SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1 
> LEFT JOIN Users as Users_2  ON  Watchers_1.Owner = Users_2.id  WHERE
> ((main.EffectiveId = main.id)) AND ((Watchers_1.Scope = 'Ticket')) AND
> ((main.id = '1')) AND ((Watchers_1.Type = 'Requestor')) AND
> ((lower(Watchers_1.Email) =
> 'robie at principle.co.uk')OR(lower(Users_2.EmailAddress) =
> 'robie at principle.co.uk'))  AND main.id = Watchers_1.Value  
> ERROR:  parser: parse error at or near "left"
> AbortCurrentTransaction

A bit more investigation and fiddling with the query manually led to
postgres telling me that it doesn't support outer joins (!)

I was running 7.0. Upgrading to 7.2(.1) fixed the problem :)

So it was entirely my fault, since the docs clearly do say that >=7.1.1
is needed.

Robie.



From stefan.scherer at sealsystems.de  Wed Aug 14 10:47:48 2002
From: stefan.scherer at sealsystems.de (Stefan Scherer)
Date: Wed, 14 Aug 2002 16:47:48 +0200
Subject: [rt-users] colored ticket lists
References: <3D5A6A38.7980312C@sealsystems.de> <20020814143541.GB3128@petdance.com>
Message-ID: <3D5A6D94.B317DF20@sealsystems.de>

> > I have modified some code to have colored ticket lists
> > just like in sourceforge.net.
> 
> I tweaked it to show colors based on status (open = green, red =
> stalled).
> 
> How'd you do it?  I just updated the Search/Listing.html template in my
> local RT directory.

Yes, I also modified Search/Listing.html. Additionally I also changed
Elements/MyRequests and Elements/MyTickets.
So we also can see high priority tickets in the home page of each member.

It's about the same code in all the files.

Here is a diff of Elements/MyTickets (I'm using RT version 2.0.12)
9a10,15
> % my $bgcolor;
> % my @todo_colors = ( "#dadada", "#dad0d0",
> % "#dacaca", "#dac0c0",
> % "#dababa", "#dab0b0",
> % "#daaaaa", "#da9090",
> % "#da8a8a", "#da7070" );
11c17,20
< <TR>
---
> % my $prio = eval("\$Ticket->Priority");
> % $bgcolor = $todo_colors[$prio];
> 
> <TR bgcolor="<%$bgcolor%>" >



From stefan.scherer at sealsystems.de  Wed Aug 14 10:52:10 2002
From: stefan.scherer at sealsystems.de (Stefan Scherer)
Date: Wed, 14 Aug 2002 16:52:10 +0200
Subject: [rt-users] colored ticket lists
References: <3D5A6A38.7980312C@sealsystems.de> <3840.209.1.113.195.1029336507.squirrel@webmail.allmopars.com>
Message-ID: <3D5A6E9A.FA062FB4@sealsystems.de>

> I'd be interested in them. Can you send it to me?

The Search/Listings.html diff looks like this. Here I 
also painted resolved tickets in a green color.

41a42,51
> my @todo_colors = ( "#dadada", "#dad0d0",
>  "#dacaca", "#dac0c0",
>  "#dababa", "#dab0b0",
>  "#daaaaa", "#da9090",
>  "#da8a8a", "#da7070" );
> my @done_colors = ( "#dadada", "#d0dad0",
>  "#cadaca", "#c0dac0",
>  "#badaba", "#b0dab0",
>  "#aadaaa", "#90da90",
>  "#8ada8a", "#70da70" );
49a60,66
>  }
>  my $status = eval("\$Ticket->Status");
>  my $prio = eval("\$Ticket->Priority");
>  if ($status eq "new" || $status eq "open") {
>     $bgcolor = $todo_colors[$prio];
>  } else {
>     $bgcolor = $done_colors[$prio];



From jrichard at digitalwest.net  Wed Aug 14 15:32:41 2002
From: jrichard at digitalwest.net (Josh Richards)
Date: Wed, 14 Aug 2002 12:32:41 -0700
Subject: [rt-users] SelfService interface probs
In-Reply-To: <1029314884.17793.7.camel@debian>; from robie@principle.co.uk on Wed, Aug 14, 2002 at 09:48:04AM +0100
References: <6899B5417148F34AA929F2950FEFB3FD612953@dallas.garmin.com> <1029314884.17793.7.camel@debian>
Message-ID: <20020814123241.Q18184@homer.digitalwest.net>

* Robie Basak <robie at principle.co.uk> [20020814 01:50]:
[..]
> Thinking about it, I can make a guess as to what's happening.
> 
> One instance of Apache handled the first request (to create the ticket
> or whatever). That corresponding instance of RT created the ticket
> inside a database transaction, and committed it.
> 
> Then, another instance (hence definitely a different db handle) did a
> query. There's no guarantee that the transaction will yet be seen by
> anyone else, because transactions either get seen or don't. So
> presumably the database was still busy with it, and would've only shown
> it's existence to the previous instance.
> 
> So, if I'm right, using the same db handle consistently would fix it.
> I'm not sure if that corresponds to running a single apache process or
> not, but whichever way it would hit performance.
> 
> Or the second instance should wait until the first's transaction
> appears, but there's no guarantee that it will because you could've
> requested to view an invalid ticket.
> 
> I suppose that's just an example of why web-based interfaces aren't
> ideal for these things, though unfortunately it's the best we have at
> the moment.
[..]

Hmm...maybe a well situations sleep(x) would take care of it? :-)  You
think?

-jr

-- 
Josh Richards <jrichard@{ digitalwest.net, geekresearch.com, cubicle.net }>
Digital West Networks, Inc. - "Making Internet Business Better"
San Luis Obispo, CA - <URL:http://www.digitalwest.net/> - ASN 14589



From jrichard at digitalwest.net  Wed Aug 14 15:35:27 2002
From: jrichard at digitalwest.net (Josh Richards)
Date: Wed, 14 Aug 2002 12:35:27 -0700
Subject: [rt-users] auto search
In-Reply-To: <C13E64F5D13FD511825A00E018CAA4775D81B4@nets01>; from gauthier@tiscali.net on Tue, Aug 13, 2002 at 10:37:05AM +0200
References: <C13E64F5D13FD511825A00E018CAA4775D81B4@nets01>
Message-ID: <20020814123527.R18184@homer.digitalwest.net>

* Damien Gauthier <gauthier at tiscali.net> [20020813 01:50]:
> 
> Is there anybody who can help me o customize the search when i click on a
> queue ?

Define "customize".  You can mess with the mason templates in
/usr/local/rt2/WebRT/html/Search/* to do some stuff.

-jr

-- 
Josh Richards <jrichard@{ digitalwest.net, geekresearch.com, cubicle.net }>
Digital West Networks, Inc. - "Making Internet Business Better"
San Luis Obispo, CA - <URL:http://www.digitalwest.net/> - ASN 14589



From pdh at snapgear.com  Wed Aug 14 20:09:49 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 15 Aug 2002 10:09:49 +1000
Subject: [rt-users] Features Question
In-Reply-To: <75BCE92E-AEB5-11D6-B858-00039384A830@megacity.org>
References: <20020813022921.GU455@luggage> <75BCE92E-AEB5-11D6-B858-00039384A830@megacity.org>
Message-ID: <20020815000949.GJ462@luggage>

Derek J. Balling wrote:
> OK, the only problem now is that the requestor and the admincc are both 
> e-mail addresses (which crowds the page significantly). Since both 
> e-mail addresses map to users, is there any way to tell RT "if you know 
> who this e-mail address belongs to, just use their RT userid in the 
> display?"....

OK, now you're getting tricky. :-)

For some (probably hysterical) reason, a Watcher ISnotA User.
Which breaks your assumption that "both e-mail addresses map to
users" (as far as the code you're dealing with. You can get to
the User from the Watcher by creating a User object and doing
a LoadByEmail, and then you have $User->Name to play with...)

No, I can't think of an easy way to do this. You /might/ be able
to hack the Email function in Watcher.pm to return a User->Name,
which would affect at least all fooAsString functions, and might
well break other stuff. You could code a Name function into
Watcher.pm, then a NamesAsString in Watchers.pm, then
AdminCcNamesAsString in Ticket.pm, but that's quite a lot of work.

Or you could shrink your font sizes down to microscopic, buy a
24" monitor, and stop caring about wasted horizontal space. :^)
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From dmmooney at earthlink.net  Wed Aug 14 20:17:26 2002
From: dmmooney at earthlink.net ( Drew Mooney)
Date: Wed, 14 Aug 2002 17:17:26 -0700
Subject: [rt-users] platform configuration
Message-ID: <Springmail.0994.1029370646.0.60309900@webmail.pas.earthlink.net>

Happy to report I recently installed an RT test platform with very few hitches
- my sincere thanks to the authors and contributors to what appears to be a
VERY powerful addition to our toolset.  

My group is testing the system - refining queue lists, keyword heirarchy, the
usual up-front workload I'm sure...

Have a few questions on tweaking RT, and on some [to me] confusing areas in
the docs. Apologize if any of this is covered in the archives already! 

Our test platform is RT 2.0.14 on a SuSE 7.3 PII 366 laptop with 128Meg RAM,
14G HD, mysql backend.
Not a screamer by any means, but it's been up to the task thus far.

Our production box [not installed yet] is a Solaris8 Netra t1 440Mhz, 512MB
RAM & two 9G drives. 

I'm shy about doing any sort of raid/mirroring configuration here [in future
we'll almost certainly need to add an external disk array] - so I plan on
putting the database partition and the ~/rt2/WebRT stuff on separate drives to
glean a bit of performance improvement. Any recommendations on partition
allocation, sizing, naming based upon default destination directories when
compiling/installing apache/perl/mysql/RT from source?

Most of the user community seem to be running RT on linux/Intel. Any good/bad
experiences with Solaris/Sparc? Any Solaris version-specific issues I should
be aware of? [we've got every release from 2.5.1 through 2.8 available]

We _could_ do RT on linux/intel - but our onhand spare PC's are older PIII-500
machines with small drives [6G], and my mandate is to deploy the box without
buying any new hardware. We've got a couple of netra T1's sitting around, so
why not?
 
Comments / Suggestions are very welcome.



From jrichard at digitalwest.net  Wed Aug 14 20:27:12 2002
From: jrichard at digitalwest.net (Josh Richards)
Date: Wed, 14 Aug 2002 17:27:12 -0700
Subject: [rt-users] $Ticket->Transactions->Last->Content()
Message-ID: <20020814172712.A18184@homer.digitalwest.net>

I can get First to work:

$Ticket->Transactions->First->Content()

but not Last.

According to this e-mail:

http://lists.fsck.com/pipermail/rt-users/2002-July/009114.html

it has worked for the poster.  Not for me.  I get:

--
Program fragment delivered error ``Can't locate object method "Last" via
package "RT::Transactions" (perhaps you forgot to load "RT::Transactions"?)
at template line 26, <GEN232> line 1430.''
--

We're running 2.0.14.

Anyone run into this?

-jr

-- 
Josh Richards <jrichard@{ digitalwest.net, geekresearch.com, cubicle.net }>
Digital West Networks, Inc. - "Making Internet Business Better"
San Luis Obispo, CA - <URL:http://www.digitalwest.net/> - ASN 14589



From pdh at snapgear.com  Wed Aug 14 20:50:52 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 15 Aug 2002 10:50:52 +1000
Subject: [rt-users] $Ticket->Transactions->Last->Content()
In-Reply-To: <20020814172712.A18184@homer.digitalwest.net>
References: <20020814172712.A18184@homer.digitalwest.net>
Message-ID: <20020815005052.GM462@luggage>

Josh Richards wrote:
> I can get First to work:
> $Ticket->Transactions->First->Content()
> but not Last.

You need to be running a quite recent version of DBIx::SearchBuilder.
0.61 is apparently a suitable version for general use.
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From colleen at darksideproductions.net  Wed Aug 14 21:20:07 2002
From: colleen at darksideproductions.net (Colleen)
Date: Wed, 14 Aug 2002 18:20:07 -0700
Subject: [rt-users] getting the number of search results
Message-ID: <12F63B1280D5E444930A872E98BF552D585A44@darkside1.darksideproductions.net>

> From: Jesse Vincent jesse at bestpractical.com
> Date: Wed, 12 Sep 2001 16:36:35 -0400 
> 
>
------------------------------------------------------------------------
----
> 
> You probably want to add a <% $session{'tickets'}->Count %> results
found 
> line to Search/Listing.html
> 
> 
> On Wed, Sep 12, 2001 at 07:32:51PM +0000, Darren Grabowski wrote:
> > We are using RT for our abuse tickets.  Is there an easy way to put
the
> > total number of tickets found when doing a content search?  We like
to
> > know how many complaints we got on a particular spammer.  
> > 
> > darren
> > 

I tried this out and it seemed to work for quick searches from the front
page of the Web UI.  But when I went into the search page and did a
search on tickets created after '7/1/02' and before '8/1/02', 4 results
showed but the result was 49.

Does the 49 include those that have statuses of "resolved" "dead" or
"stalled", while the 4 visible tickets only represent the new/open
tickets ("new" is what I see for these tickets)?


Is there a way to get the iterator of the visible rows, $i to print the
count of the search results?


Thanks!

Colleen



From kazu at kmn.co.jp  Thu Aug 15 03:14:48 2002
From: kazu at kmn.co.jp (Kazu Kimura)
Date: Thu, 15 Aug 2002 16:14:48 +0900
Subject: [rt-users] installation problem
Message-ID: <018201c2442b$74968820$3e0aa8c0@Office>

Hello all,

I tried to install the latest rt-2-0-14 but still fails.

Currently, I cannot add CGI::Cookie 1.20 and when I ran make fixdeps it
fails as follows.

- - - - - - - - - - - - - - - - - - - - - - - - - - - -
(Quote start:
Checking for CGI::Cookie 1.20 ....CGI::Cookie 1.20  not installed.Installing
wit
h CPAN...Going to read /usr/home/kazu/.cpan/sources/authors/01mailrc.txt.gz
Going to read /usr/home/kazu/.cpan/sources/modules/02packages.details.txt.gz
Scanning cache /usr/home/kazu/.cpan/build for sizes

  There's a new CPAN.pm version (v1.62) available!
  You might want to try
    install Bundle::CPAN
    reload cpan
  without quitting the current session. It should be a seamless upgrade
  while we are running...

Going to read /usr/home/kazu/.cpan/sources/modules/03modlist.data.gz
Running make for L/LD/LDS/CGI.pm-2.81.tar.gz
CPAN: MD5 loaded ok
Checksum for
/usr/home/kazu/.cpan/sources/authors/id/L/LD/LDS/CGI.pm-2.81.tar.gz
 ok
CGI.pm-2.81/
(snip)
CGI.pm-2.81/Makefile.PL
CGI.pm-2.81/cgi-lib_porting.html
Removing previously used /usr/home/kazu/.cpan/build/CGI.pm-2.81

  CPAN.pm: Going to build L/LD/LDS/CGI.pm-2.81.tar.gz

Can't locate 5.60 in @INC (@INC contains: /usr/libdata/perl/5.00503/mach
/usr/li
bdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
/usr/local/
lib/perl5/site_perl/5.005 .) at Makefile.PL line 2.
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install
quote end)
- - - - - - - - - - - - - - - - - - - - - - - - - - -
My environment is FreeBSD4.6, perl 5.00503.

Do you have any suggestion?

Regards,
Kazu


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From robie at principle.co.uk  Thu Aug 15 04:20:49 2002
From: robie at principle.co.uk (Robie Basak)
Date: 15 Aug 2002 09:20:49 +0100
Subject: [rt-users] RT 2.0.14 - is there a way to highlight tickets,
	which I need to react on?
In-Reply-To: <sd5143c8.068@fg-pdx01.pt-home.us.future-gate.com>
References: <sd5143c8.068@fg-pdx01.pt-home.us.future-gate.com>
Message-ID: <1029399649.19624.3.camel@debian>

On Wed, 2002-08-07 at 23:56, Ronny Bremer wrote:
> Hi there,
> 
> while I was using RT 1 for a while I recently switched to RT 2. Great
> difference, great functionality -> Jesse :)
> 
> Anyway, quick question. If I look at a search for all my open tickets,
> I cannot dertermine directly, if I need to react on a specific one. I
> can see last contact and last action, but I would like to see, if the
> last action was NOT done by me.
> 
> So if last action != owner, could they be highlighted in some way
> directly in the list of open or assigned tickets?

I was after something similiar, but I hadn't thought of that very easy
way of doing it :)

(I was thinking more of a flag per ticket specifying if the new owner
has seen it yet, but that would involve messing with the DB I think).

So I implemented what you said. My modifications to MyTickets are below,
which include this change and also adding a Priority field (easy to
remove if you don't want it).

Robie.

--- /usr/local/rt2/WebRT/html/Elements/MyTickets	Tue Nov  6 23:06:58 2001
+++ /var/local/rt2/WebRT/html/Elements/MyTickets	Thu Aug 15 09:12:26 2002
@@ -1,14 +1,19 @@
-<& /Elements/TitleBoxStart, title => "25 highest priority tickets I own..." &>
+<& /Elements/TitleBoxStart, title => "25 highest priority open and new tickets I own..." &>
 <TABLE BORDER=0 cellspacing=0 cellpadding=1 WIDTH=100%>
 <TR>
 <TH ALIGN=RIGHT>#</TH>
 <TH ALIGN=LEFT>Subject</TH>
 <TH ALIGN=LEFT>Queue</TH>
+<TH ALIGN=LEFT>Priority</TH>
 <TH ALIGN=LEFT>Status</TH>
 <TH ALIGN=LEFT>&nbsp;</TH>
 </TR>
 % while (my $Ticket = $MyTickets->Next) {
+%   if($Ticket->Transactions->Last->CreatorObj->Id != $session{'CurrentUser'}->Id) {
+<TR bgcolor=#eedddd>
+%   } else {
 <TR>
+%   }
 <TD ALIGN=RIGHT>
 <%$Ticket->Id%>
 </TD>
@@ -19,6 +24,8 @@
 </TD>
 <TD>
 <%$Ticket->QueueObj->Name%>
+</TD><TD>
+<%$Ticket->Priority%>
 </TD><TD>
 <%$Ticket->Status%>
 </TD>



From robie at principle.co.uk  Thu Aug 15 04:24:52 2002
From: robie at principle.co.uk (Robie Basak)
Date: 15 Aug 2002 09:24:52 +0100
Subject: [rt-users] SelfService interface probs
In-Reply-To: <20020814123241.Q18184@homer.digitalwest.net>
References: <6899B5417148F34AA929F2950FEFB3FD612953@dallas.garmin.com>
	<1029314884.17793.7.camel@debian> 
	<20020814123241.Q18184@homer.digitalwest.net>
Message-ID: <1029399892.19628.8.camel@debian>

On Wed, 2002-08-14 at 20:32, Josh Richards wrote:
> * Robie Basak <robie at principle.co.uk> [20020814 01:50]:
> [..]
> > Thinking about it, I can make a guess as to what's happening.
> > 
> > One instance of Apache handled the first request (to create the ticket
> > or whatever). That corresponding instance of RT created the ticket
> > inside a database transaction, and committed it.
> > 
> > Then, another instance (hence definitely a different db handle) did a
> > query. There's no guarantee that the transaction will yet be seen by
> > anyone else, because transactions either get seen or don't. So
> > presumably the database was still busy with it, and would've only shown
> > it's existence to the previous instance.
> > 
> > So, if I'm right, using the same db handle consistently would fix it.
> > I'm not sure if that corresponds to running a single apache process or
> > not, but whichever way it would hit performance.
> > 
> > Or the second instance should wait until the first's transaction
> > appears, but there's no guarantee that it will because you could've
> > requested to view an invalid ticket.
> > 
> > I suppose that's just an example of why web-based interfaces aren't
> > ideal for these things, though unfortunately it's the best we have at
> > the moment.
> [..]
> 
> Hmm...maybe a well situations sleep(x) would take care of it? :-)  You
> think?

Yeah, it would help, but it's an evil hack which:
   a) Still isn't guaranteed to work (if the sleep isn't long enough,
there is no upper limit on how long the db will take)
   b) An evil hack
   c) Will slow things down unnecessarily when the db is being faster

I suppose the nicest way of doing it would be a wait=1 parameter to the
URL (or something similar) and somewhere the db query would be repeated
with something like a quadratic retry schedule up to maybe about 8 or 16
seconds :)

It'd still be evil though.

This is something I need to deal with too, I think I might just do your
sleep suggestion; I doubt anyone would want to integrate that into the
main tree though :)

Robie.



From proftp_cj at kdd.de  Thu Aug 15 07:21:50 2002
From: proftp_cj at kdd.de (christian janssen)
Date: Thu, 15 Aug 2002 13:21:50 +0200
Subject: [rt-users] link URL not shown correct
In-Reply-To: <20020815005052.GM462@luggage>
References: <20020814172712.A18184@homer.digitalwest.net>
 <20020814172712.A18184@homer.digitalwest.net>
Message-ID: <5.1.1.2.2.20020815131659.00a99680@mail.kddnet.de>

Hi,

Is there already a fix for following problem ?
(I use RT 2.0.13)

thanks
Christian

http://fsck.com/rt2/Ticket/Display.html?id=1285

-- Cite --
Subject: RT will accept a foreign URL but not display it correctly

RT will accept a foreign URL but not display it correctly

RT allows a ticket to depend on an arbitrary
URL, such as http://www.yahoo.com/  .  But the URL is
then displayed as:

   : () []

i.e., as a colon, then a pair of parentheses, then a
pair of brackets.

Preferably RT should display the URL correctly as a
clickable link.  Then a ticket in one trouble-ticket system
can depend on a ticket in some other (non-RT) trouble-ticket
system.

Rahul

P.S.  This ticket is being made to depend on http://www.yahoo.com/
as an example.

-- End Cite --




From proftp_cj at kdd.de  Thu Aug 15 07:28:51 2002
From: proftp_cj at kdd.de (christian janssen)
Date: Thu, 15 Aug 2002 13:28:51 +0200
Subject: [rt-users] I want receive an email when I do the the action
Message-ID: <5.1.1.2.2.20020815132200.031e2c50@mail.de.kddi.com>

Hi,

How could I change this, (I want to store the Mails also) so that the user 
that did the action also receive an email.
(I use RT 2.0.13)

I think there was an solution, but I could not found by searched the list.

thx
Christian

-- start

http://fsck.com/rtfm/article.html?id=5#73


Why don't I receive an email when other watchers do?

Are you taking into account that RT should never mail the person performing 
the action? RT tries to be smart about this. E-mails are not sent to the 
people taking the actions. When you reply to the ticket, RT2 will not send 
you the reply since you are the one performing the action, and therefore 
know about it. It will only notify other users affected by that scrip.

-- end

PS: Is there already an revised script for sending attachments ?




From smylers at gbdirect.co.uk  Thu Aug 15 08:05:03 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Thu, 15 Aug 2002 13:05:03 +0100 (BST)
Subject: [rt-users] link URL not shown correct
In-Reply-To: <5.1.1.2.2.20020815131659.00a99680@mail.kddnet.de>
Message-ID: <Pine.LNX.4.44.0208151301250.13339-100000@tiger.gbdirect.co.uk>

christian janssen wrote:

> RT allows a ticket to depend on an arbitrary URL, such as
> http://www.yahoo.com/  .  But the URL is then displayed as:
>
>    : () []
>
> i.e., as a colon, then a pair of parentheses, then a pair of brackets.

That's odd.  They display correctly round here.

> Then a ticket in one trouble-ticket system can depend on a ticket in
> some other (non-RT) trouble-ticket system.

See also %URI2HTTP in config.pm which allows you to do this in a
convenient manner.

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From bruce_campbell at ripe.net  Thu Aug 15 08:45:48 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 15 Aug 2002 14:45:48 +0200 (CEST)
Subject: [rt-users] link URL not shown correct
In-Reply-To: <Pine.LNX.4.44.0208151301250.13339-100000@tiger.gbdirect.co.uk>
Message-ID: <Pine.LNX.4.44.0208151443250.24221-100000@x22.ripe.net>

On Thu, 15 Aug 2002, Smylers wrote:

> christian janssen wrote:
>
> > RT allows a ticket to depend on an arbitrary URL, such as
> > http://www.yahoo.com/  .  But the URL is then displayed as:
> >
> >    : () []
> >
> > i.e., as a colon, then a pair of parentheses, then a pair of brackets.
>
> That's odd.  They display correctly round here.

Try making a ticket 'depend' on an external url.  It will display as 'sad
smiley face, multiple chins' as mentioned above.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From bruce_campbell at ripe.net  Thu Aug 15 08:47:58 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 15 Aug 2002 14:47:58 +0200 (CEST)
Subject: [rt-users] I want receive an email when I do the the action
In-Reply-To: <5.1.1.2.2.20020815132200.031e2c50@mail.de.kddi.com>
Message-ID: <Pine.LNX.4.44.0208151446070.24221-100000@x22.ripe.net>

On Thu, 15 Aug 2002, christian janssen wrote:

> How could I change this, (I want to store the Mails also) so that the user
> that did the action also receive an email.
> (I use RT 2.0.13)

I use my own SendEmail.pm which ignores this restriction;

	http://www.amsterdamned.org/~bc/rt/BC_SendEmail.pm

( Otherwise in our configuration, theres too many people who bemoan the
  absence of a mail acknowledging that the ticket system has done
  something )

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From bruce_campbell at ripe.net  Thu Aug 15 09:15:28 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 15 Aug 2002 15:15:28 +0200 (CEST)
Subject: [rt-users] [fsck.com #1285] link URL not shown correct
In-Reply-To: <5.1.1.2.2.20020815131659.00a99680@mail.kddnet.de>
Message-ID: <Pine.LNX.4.44.0208151500490.24221-100000@x22.ripe.net>

On Thu, 15 Aug 2002, christian janssen wrote:

> Is there already a fix for following problem ?
>
> http://fsck.com/rt2/Ticket/Display.html?id=1285
>
> -- Cite --
> Subject: RT will accept a foreign URL but not display it correctly
>
> RT will accept a foreign URL but not display it correctly
>
> RT allows a ticket to depend on an arbitrary
> URL, such as http://www.yahoo.com/  .  But the URL is
> then displayed as:
>
>    : () []

Ok, one fix for /Ticket/Display.html.  Note that I haven't fixed the same
problem coming from /Ticket/ModifyLinks.html as I don't have time to track
down where the additional passing of arguments is going, but it seems to
work.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security

--
  /Ticket/Elements/ShowLinksLocalDetail
	<% $LinkFriendly %>:<BR>
	<UL>
	% while (my $Link = $Ticket->$LinkType->Next) {
	%   my $member = $Link->TargetObj;
	%   if( $Link->TargetIsLocal() ){
	  <LI><a href="<%$RT::WebPath%>/Ticket/Display.html?id=<%$member->Id%>"><%$member->Id%></a>: (<%$member->OwnerObj->Name%>) <%$member->Subject%>
	  [<%$member->Status%>]
	%   }else{

	  <LI><a href="<% $Link->TargetAsHREF %>"><% $Link->TargetAsHREF %></a>

	%   }
	% }
	</UL>

	<%ARGS>
	$Ticket => undef
	$LinkType => undef
	$LinkFriendly => undef
	</%ARGS>
--
  /Ticket/Elements/ShowLinks

	<& /Ticket/Elements/ShowLinksLocalDetail, Ticket => $Ticket, LinkType => "DependsOn", LinkFriendly => "Depends on" &>
	<& /Ticket/Elements/ShowLinksLocalDetail, Ticket => $Ticket, LinkType => "DependedOnBy", LinkFriendly => "Depended on by" &>
	<& /Ticket/Elements/ShowLinksLocalDetail, Ticket => $Ticket, LinkType => "MemberOf", LinkFriendly => "Parents" &>

	Children:<BR>
	<& /Ticket/Elements/ShowMembers, Ticket => $Ticket &>
	<BR>
	<& /Ticket/Elements/ShowLinksLocalDetail, Ticket => $Ticket, LinkType => "RefersTo", LinkFriendly => "Refers to" &>

	Referred to by:<BR>
	<UL>
	% while (my $Link = $Ticket->ReferredToBy->Next) {
	<LI>
	% if ($Link->BaseIsLocal) {
	% my $member = $Link->BaseObj;
	<a href="<%$RT::WebPath%>/Ticket/Display.html?id=<%$member->Id%>"><%$member->Id%></a>: (<%$member->OwnerObj->Name%>) <%$member->Subject%> [<%$member->Status%>]<br>
	% } else {
	<A HREF="<%$Link->BaseAsHREF%>"><%$Link->Base%></A>
	%}
	% }
	</UL>

	<%ARGS>
	$Ticket => undef
	</%ARGS>




From smylers at gbdirect.co.uk  Thu Aug 15 09:27:22 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Thu, 15 Aug 2002 14:27:22 +0100 (BST)
Subject: [rt-users] link URL not shown correct
In-Reply-To: <Pine.LNX.4.44.0208151443250.24221-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.44.0208151426140.13339-100000@tiger.gbdirect.co.uk>

Bruce Campbell wrote:

> On Thu, 15 Aug 2002, Smylers wrote:
>
> > christian janssen wrote:
> >
> > > RT allows a ticket to depend on an arbitrary URL, such as
> > > http://www.yahoo.com/  .  But the URL is then displayed as:
> > >
> > >    : () []
> > >
> > > i.e., as a colon, then a pair of parentheses, then a pair of brackets.
> >
> > That's odd.  They display correctly round here.
>
> Try making a ticket 'depend' on an external url.

Ah.  That's exactly what Christian said in the first place -- I've
clearly lost the ability to read.  Ooops.

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From bruce_campbell at ripe.net  Thu Aug 15 09:38:19 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 15 Aug 2002 15:38:19 +0200 (CEST)
Subject: [rt-users] link URL not shown correct
In-Reply-To: <Pine.LNX.4.44.0208151426140.13339-100000@tiger.gbdirect.co.uk>
Message-ID: <Pine.LNX.4.44.0208151532420.24221-100000@x22.ripe.net>

On Thu, 15 Aug 2002, Smylers wrote:

> Bruce Campbell wrote:
> > On Thu, 15 Aug 2002, Smylers wrote:
> > > That's odd.  They display correctly round here.
> > Try making a ticket 'depend' on an external url.
> Ah.  That's exactly what Christian said in the first place -- I've
> clearly lost the ability to read.  Ooops.

Abg whfg lbhe sevraqyl Theh, ohg nyfb lbhe unaql crefba gb fgngr gur
oyrrqvat boivbhf. ;)

--
                             Oehpr Pnzcoryy                            EVCR
                   Flfgrzf/Argjbex Ratvarre                             APP
                 jjj.evcr.arg - CTC562P8O1O             Bcrengvbaf/Frphevgl





From proftp_cj at kdd.de  Thu Aug 15 10:35:05 2002
From: proftp_cj at kdd.de (christian janssen)
Date: Thu, 15 Aug 2002 16:35:05 +0200
Subject: [rt-users] link URL not shown correct
Message-ID: <5.1.1.2.2.20020815163320.031e0758@mail.kddnet.de>

Hi,

thanks a lot, as you and also the "TT" mentioned:
      Refers to:
      Referred to by:
works correct.

cheers
Christian

Remark: by the way, I will try your (Bruce) mail notification script, 
tomorrow. ;-)


At 14:45 15.08.2002 +0200, Bruce Campbell wrote:
>On Thu, 15 Aug 2002, Smylers wrote:
>
> > christian janssen wrote:
> >
> > > RT allows a ticket to depend on an arbitrary URL, such as
> > > http://www.yahoo.com/ .  But the URL is then displayed as:
> > >
> > >    : () []
> > >
> > > i.e., as a colon, then a pair of parentheses, then a pair of brackets.
> > ...
...
...




From fox-rt_users at vulpes.net  Thu Aug 15 14:57:58 2002
From: fox-rt_users at vulpes.net (Jeremy Doran)
Date: 15 Aug 2002 11:57:58 -0700
Subject: [rt-users] Using Keywords in Scrips
In-Reply-To: <Pine.LNX.4.44.0208131115510.320-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0208131115510.320-100000@x22.ripe.net>
Message-ID: <1029437892.20597.5.camel@pictus.engr.nominum.com>

On Tue, 2002-08-13 at 02:20, Bruce Campbell wrote:
> On 12 Aug 2002, Jeremy Doran wrote:
> 
> > I'd like to be able to make use of the keywords that I have set in a
> > queue and use whatever is set in a scrip.
> >
> > More specifically, I'd like to be able to add the first keyword that
> > appears for the ticket to the subject line to get something like:
> 
> 'first' is unreliable when multiple keywords can be applied to a ticket.
> 
> > [rtname #22] [support] Rest of the subject line here.
> 
> I have the following snippet in my correspondence template, to end up with
> headers such as:
> 
> 	X-RT-Keyword: Magic keyword
> 
> You could change this to add a particular keyword to the subject line.
> 
> Something like this should probably be a KeywordsAsString method in
> RT::Ticket.

I guess that if I know the particular Id I want from KeywordSelects, I
could use it in a per-queue template. 

However, I tried this snippet and put it as my correspond template
(neatening out the formatting a little), but I see no sign of the header
in the mail that is sent out at all. 

Right now, my correspond template looks as follows: 


{
    my $retval = undef;
    my $keywdsels = $Ticket->QueueObj->KeywordSelects;
    while ( my $keywdsel = $keywdsels->Next() )
    {
	my $keywds = $Ticket->KeywordsObj( $keywdsel->Id );
	while( my $keywd = $keywds->Next() )
	{
	    $retval .= "X-RT-Keyword: " .
		$keywd->KeywordObj->RelativePath($keywdsel->KeywordObj ) .
		"\n";
	}
    }
    chomp( $retval );
    $retval
}

{$Transaction->Content()}


Am I missing something somewhere? 

Thanks,






From bruce_campbell at ripe.net  Thu Aug 15 16:05:22 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 15 Aug 2002 22:05:22 +0200 (CEST)
Subject: [rt-users] Using Keywords in Scrips
In-Reply-To: <1029437892.20597.5.camel@pictus.engr.nominum.com>
Message-ID: <Pine.LNX.4.44.0208152204050.31021-100000@x22.ripe.net>

On 15 Aug 2002, Jeremy Doran wrote:

> However, I tried this snippet and put it as my correspond template
> (neatening out the formatting a little), but I see no sign of the header
> in the mail that is sent out at all.

[much snippery]

>     $retval

     $retval;

> }
>
> {$Transaction->Content()}
>
> Am I missing something somewhere?

Just a wee ';', happens to all of us ;)

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From pdh at snapgear.com  Thu Aug 15 18:23:09 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 16 Aug 2002 08:23:09 +1000
Subject: [rt-users] I want receive an email when I do the the action
In-Reply-To: <Pine.LNX.4.44.0208151446070.24221-100000@x22.ripe.net>
References: <5.1.1.2.2.20020815132200.031e2c50@mail.de.kddi.com> <Pine.LNX.4.44.0208151446070.24221-100000@x22.ripe.net>
Message-ID: <20020815222309.GB456@luggage>

Bruce Campbell wrote:
> > How could I change this, (I want to store the Mails also) so that the user
> > that did the action also receive an email.
> > (I use RT 2.0.13)
> 
> I use my own SendEmail.pm which ignores this restriction;

Hmm? The restriction isn't in SendEmail, it's in Notify.pm.

Comment out these three lines:

    @{ $self->{'To'} }  = grep ( !/^$creator$/, @To );
    @{ $self->{'Cc'} }  = grep ( !/^$creator$/, @Cc );
    @{ $self->{'Bcc'} } = grep ( !/^$creator$/, @Bcc );

and it shouldn't treat the creator specially.
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From bruce_campbell at ripe.net  Thu Aug 15 18:56:20 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 16 Aug 2002 00:56:20 +0200 (CEST)
Subject: [rt-users] I want receive an email when I do the the action 
Message-ID: <Pine.LNX.4.44.0208160056060.32255-100000@x22.ripe.net>

On Fri, 16 Aug 2002, Phil Homewood wrote:

> Bruce Campbell wrote:
> > > How could I change this, (I want to store the Mails also) so that the user
> > > that did the action also receive an email.
> > > (I use RT 2.0.13)
> >
> > I use my own SendEmail.pm which ignores this restriction;
>
> Hmm? The restriction isn't in SendEmail, it's in Notify.pm.
>
> Comment out these three lines:
>
>     @{ $self->{'To'} }  = grep ( !/^$creator$/, @To );
>     @{ $self->{'Cc'} }  = grep ( !/^$creator$/, @Cc );
>     @{ $self->{'Bcc'} } = grep ( !/^$creator$/, @Bcc );
>
> and it shouldn't treat the creator specially.

Of course, I really meant BC_Notify.pm from the same directory, which uses
a variable $RT::SendBackToOriginator to control the behaviour ;)

( now thats embarrassing )

The other way to get around it (which we now use) is to create a user
matching the expand address of your adminccs and have this as the only
watcher address on the queue, which also nicely means that for an admincc
to go on holidays, RT doesn't need to be told in order to not send mail to
it.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security





From ted at serreyn.com  Thu Aug 15 23:11:42 2002
From: ted at serreyn.com (Ted Serreyn)
Date: Thu, 15 Aug 2002 22:11:42 -0500
Subject: [rt-users] problems with security on rt?
Message-ID: <3D5C6D6E.31BEB98C@serreyn.com>

Ok, I am a longtime gnats users switching over to RT due to the lack of
inter-customer security on gnats.

I am trying to set things up so that one customer being supported in RT
knows nothing about the other customers being supported including
customer information.

Howver I seem to have an issue with version 2.0.14.  My customer can
find out about each other even though they can not see the queues.

How, log in as user on web interface, click cofiguration, click users,
click any privilege user.

Alternately is there a way just to put users in groups and not have them
be able to access configuration?


Other issue that I am still working out, is how to get email to go to a
particular queue, all email tickets seem to end up in the (now renamed)
general queue.

Ted Serryen
Serreyn Network Services
http://www.serreyn.com/






From maniezhilan at naturesoft.net  Fri Aug 16 03:24:28 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Fri, 16 Aug 2002 12:54:28 +0530
Subject: [rt-users] Comment options - not working
References: <3D54E8C5.88C3BE05@naturesoft.net> <20020812010914.GL515@luggage>
Message-ID: <3D5CA8AB.FEF152B3@naturesoft.net>

Dear all,

Iam using RT 2.0.12, I don't find the scrip NotifyAllWatcherswithAttach in
my scrip option.
Can any one help me out.

With Regards,
J.Mani Ezhilan.

Phil Homewood wrote:

> maniezhilan wrote:
> > 1. When I Update the ticket comment options using comments not send to
> > requestor, I noticed that the mail is send to the
> >      requestor.
>
> Sounds like a scrip configuration issue. Make sure your OnComment
> scrip doesn't NotifyAllWatchers.
>
> > 2. When I attach a file along with the comment option , I noticed that
> > the attachment is not send to the requestor or watchers,
> >      whereas, when a requestor sends a attachment, Iam able to get it
> > along with the ticket.
>
> Scrips again. This is the difference between NotifyAllWatchers
> and NotifyAllWatchersWithAttach.
>
> --
> Phil Homewood, Systems Janitor, www.SnapGear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - Custom Embedded Solutions and Security Appliances
>
> _______________________________________________
> 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 andreas.kruthoff at softwired-inc.com  Fri Aug 16 02:24:05 2002
From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff)
Date: Fri, 16 Aug 2002 08:24:05 +0200
Subject: [rt-users] colored ticket lists
In-Reply-To: <3D5A6E9A.FA062FB4@sealsystems.de>
References: <3D5A6A38.7980312C@sealsystems.de> <3840.209.1.113.195.1029336507.squirrel@webmail.allmopars.com> <3D5A6E9A.FA062FB4@sealsystems.de>
Message-ID: <200208160824.05486.andreas.kruthoff@softwired-inc.com>

FYI: here is another way to colorize tickets. It works well with priorities 
going from 0 to 6 (prio 4,5,6 are light-, middle-, dark-red), but should work 
with other settings, too.

-andreas

46,58c46
<  if ($Ticket->Status eq "resolved") {
<      $bgcolor = "#ccffcc";
<  } elsif ($Ticket->Status eq "new") {
<      $bgcolor = "#ffffcc";
<  } elsif ($Ticket->Status eq "stalled") {
<      $bgcolor = "#ccccff";
<  } elsif ($Ticket->Priority >= $Ticket->FinalPriority * 0.9) {
<      $bgcolor = "#ff1111";
<  } elsif ($Ticket->Priority >= $Ticket->FinalPriority * 0.8) {
<      $bgcolor = "#ff7777";
<  } elsif ($Ticket->Priority >= $Ticket->FinalPriority * 0.6) {
<      $bgcolor = "#ffcccc";
<  } elsif ($i % 2) {
---
>  if ($i % 2) {


On Wednesday 14 August 2002 16:52, Stefan Scherer wrote:
> > I'd be interested in them. Can you send it to me?
>
> The Search/Listings.html diff looks like this. Here I
> also painted resolved tickets in a green color.
>
> 41a42,51
>
> > my @todo_colors = ( "#dadada", "#dad0d0",
> >  "#dacaca", "#dac0c0",
> >  "#dababa", "#dab0b0",
> >  "#daaaaa", "#da9090",
> >  "#da8a8a", "#da7070" );
> > my @done_colors = ( "#dadada", "#d0dad0",
> >  "#cadaca", "#c0dac0",
> >  "#badaba", "#b0dab0",
> >  "#aadaaa", "#90da90",
> >  "#8ada8a", "#70da70" );
>
> 49a60,66
>
> >  }
> >  my $status = eval("\$Ticket->Status");
> >  my $prio = eval("\$Ticket->Priority");
> >  if ($status eq "new" || $status eq "open") {
> >     $bgcolor = $todo_colors[$prio];
> >  } else {
> >     $bgcolor = $done_colors[$prio];
>
> _______________________________________________
> 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 pathar at dc.luth.se  Fri Aug 16 05:34:08 2002
From: pathar at dc.luth.se (Patrick Harlin)
Date: Fri, 16 Aug 2002 11:34:08 +0200
Subject: [rt-users] Mailing to multiple queues in RT2.0.14...
Message-ID: <200208160934.g7G9YGrd025063@samson.dc.luth.se>

Hi,

I wonder if there is some way to configure rt-mailgate to send to multiple 
queues at the same time.


In my /etc/aliases I have got :

single:               |"/var/rt2_14/bin/rt-mailgate --queue tekqueue --action 
correspond"

And if I am sending an email to single at mydomain.com I get the ticket in the 
queue named "tekqueue".

But I would like to have the feature where the mail goes both to "tekqueue" 
and "sysqueue", by mailing double2mydomain.com and a configuration looking 
something like below:

double:               |"/var/rt2_14/bin/rt-mailgate --queue tekqueue+sysqueue 
--action correspond"

Is this possible ?

/Cheers,

Patrick

--------------------------------
Patrick Harlin, SysAdmin
Lule? University of Technology
Sweden
---------------------------------




From pathar at dc.luth.se  Fri Aug 16 05:41:47 2002
From: pathar at dc.luth.se (Patrick Harlin)
Date: Fri, 16 Aug 2002 11:41:47 +0200
Subject: [rt-users] Want to show blanks as owner for new tickets instead of 'nobody' ...
Message-ID: <200208160941.g7G9furd025543@samson.dc.luth.se>

Hi,

I have just performed an upgrade from 1.0.7 to 2.0.14, and everything seems 
OK. However in my old version all new tickets showed ' ' as owner but after 
the upgrade this is changed into 'nobody'. It would be preferable to have ' ' 
instead since it is much easier to see all not-taken tickets.

Anyone who knows were to configure this ?

//Cheers,

Patrick

-------------------------------------
Patrick Harlin, SysAdmin
Lule? University of Technology
Sweden
------------------------------------- 




From smylers at gbdirect.co.uk  Fri Aug 16 06:09:53 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 16 Aug 2002 11:09:53 +0100 (BST)
Subject: [rt-users] Mailing to multiple queues in RT2.0.14...
In-Reply-To: <200208160934.g7G9YGrd025063@samson.dc.luth.se>
Message-ID: <Pine.LNX.4.44.0208161100100.1558-100000@tiger.gbdirect.co.uk>

Patrick Harlin wrote:

> I wonder if there is some way to configure rt-mailgate to send to
> multiple queues at the same time.

That doesn't really make sense -- a particular ticket is only going to
be in a single queue (that's the way 'RT' does things), and a particular
message is only going to pertain to one ticket.

> But I would like to have the feature where the mail goes both to
> "tekqueue" and "sysqueue", by mailing double at mydomain.com

If you wanted a single mail to create two new tickets then you could
easily achieve that.  But once the tickets exist they are entirely
independent entities which just happened to have been seeded from the
same e-mail.

Just do the doubling in your MTA rather than 'RT'.  Something like this
in /etc/aliases should do it:

  double: tek-q, sys-q
  tek-q:  "|/var/rt2_14/bin/rt-mailgate --queue tekqueue --action correspond"
  sys-q:  "|/var/rt2_14/bin/rt-mailgate --queue sysqueue --action correspond"

rt-mailgate doesn't even realize it's doubling things -- so far as it's
concerned it's been invoked twice with new mails.

However I'd expect the above to become irritating with correspondence on
existing tickets.  I believe that if the mail piped into rt-mailgate has
a ticket number in the subject then 'RT' operates on that ticket in
whichever queue it happens to be, ignoring the --queue argument.

So correspondence on ticket #123 in tekqueue would get added to that
ticket twice, once by each of the above lines.  There's probably some
way of stopping that (or you could have an address just for creating new
tickets) but it isn't really something I want to think about ...

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From smylers at gbdirect.co.uk  Fri Aug 16 06:18:07 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 16 Aug 2002 11:18:07 +0100 (BST)
Subject: [rt-users] problems with security on rt?
In-Reply-To: <3D5C6D6E.31BEB98C@serreyn.com>
Message-ID: <Pine.LNX.4.44.0208161112190.1558-100000@tiger.gbdirect.co.uk>

Yesterday Ted Serreyn wrote:

> My customer can find out about each other even though they can not see
> the queues.
>
> How, log in as user on web interface, click cofiguration, click users,
> click any privilege user.

It's relatively straightforward to hide the configuration link (and it's
been asked several times before -- search the archives, February this
year in particular I think (but I'm going from memory there)).

For what it's worth this is what we have on our homepage to provide the
config link only to users who are able to admin at least something:

  % foreach my $admin_right (qw<Groups KeywordSelects Keywords Queue Users>) {
  %   if ($session{'CurrentUser'}->HasSystemRight("Admin$admin_right")) {
        <li><A HREF="<%$RT::WebPath%>/Admin/" >configuration</a></li>
  %     last;
  %   }
  % }

That however doesn't stop somebody 'RT'-savvy from appending "/Admin/"
to her/his URL manually.  I expect that similar code could be deployed
at the top of all admin pages to redirect (or die horribly, or
something) for insufficiently priviledged users.

> Other issue that I am still working out, is how to get email to go to
> a particular queue, all email tickets seem to end up in the (now
> renamed) general queue.

What's the 'RT' bit of your /etc/aliases look like?

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From smylers at gbdirect.co.uk  Fri Aug 16 06:51:27 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 16 Aug 2002 11:51:27 +0100 (BST)
Subject: [rt-users] Mail Encoding Problem
In-Reply-To: <20020625200208.A2528@adenin.rz.uni-konstanz.de>
Message-ID: <Pine.LNX.4.44.0208161132430.1558-100000@tiger.gbdirect.co.uk>

On Jun 25 'Pitz' Stephan Pietzko wrote:

> Hi all,

I realize the above is a very old message.  This was one of those Jesse
found lurking in the awaiting-authorization bucket last week.  I'd've
responded then if I had a quick solution for Pitz (but since I don't I
thought a few more days won't matter ...)

> Till now we are satisfied with this TT-System, except with the mail
> encoding in outgoing mails. We are in germany and we have some special
> characters (i.e. ???? <html>&auml;&ouml;&uuml;&szlig;</html>). And any
> text send via mail to RT or typed in in the webinterface gets corrupt
> when mailed from RT.

This is something which is slightly concerning us too.  Fortunately we
rarely need special characters (the odd sterling symbol, perhaps) so
have been quietly ignoring it.

> I think the problem is the "Content-Type:"-line in the mailheader.
> RT uses only "Content-Type: TEXT/PLAIN"
> but it should be
> "Content-Type: text/plain; charset=iso-8859-1"
>
> Is it possible to add this charset to outgoing mails?

It's easy to add any headers to outgoing mails by specifying them in
templates.  I was on my way to do that when I realized it isn't good
enough (so I didn't, and embarked on my policy of ignoring it instead).

  * If you send a mail from your mailer in Latin1 then 'RT' adding the
    above header on all mails will make that work correctly.

  * But what if an external requestor mails in using a different
    charset?  In order for you to be able to interpret her/his mail
    you'd want the charset header of the requestor to be added, not your
    default.

  * Which charset is used for messages entered in the web interface?
    Presumably it should be set to whatever the user's browser is using,
    which I think is supplied in an HTTP header.

  * If you solved the above so that the charset was based on that of the
    message that provoked the current action, you'd have to make sure
    that any 'standard' text being added by templates was in (a subset
    of) that charset -- you can't use any umlouts in there because the
    mail to which that message is being prepended might be in a charset
    that doesn't have them.

    In practice Ascii would probably be OK.  But if part of your
    boilerplate includes things like the ticket subjects you'd have to
    restrict those to being Ascii as well.

While investigating this I noticed that the Users table has fields Lang,
EmailEncoding and WebEncoding, which don't seem to be used for anything
anywhere.  There's a few Mason elements which refer to them, but they in
turn don't appear to be used in any pages[*0].  I'm wondering if they
could be intended to solve this.

[*0]  But I'm still on version 2.0.13, so the above may be wrong in the
latest version.  It's just dawned on me why I didn't send this last week
-- I was on sending it after this afternoon's upgrade so as to check
that.  Oh well ...

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From smylers at gbdirect.co.uk  Fri Aug 16 07:12:09 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 16 Aug 2002 12:12:09 +0100 (BST)
Subject: [rt-users] Any way to steal a ticket?
In-Reply-To: <20020724114854.GA10928@nic.fr>
Message-ID: <Pine.LNX.4.44.0208161208310.1558-100000@tiger.gbdirect.co.uk>

On Jul 24 Stephane Bortzmeyer wrote:

> On Wed, Jul 24, 2002 at 01:12:50PM +0200, Esteban Cabero
> <EstebanC at medikredit.co.za> wrote a message of 30 lines which said:
>
> > Would "Steal" or "Take" not work for you?
>
> I don't know how I missed that button. Thanks a lot, it works, sorry
> for the too hasty question.

That works for me if trying to re-assign somebody else's ticket to
myself.  But if I want to change the owner from somebody else to a
different somebody else then I find that I have to do this in two steps
-- first changing the owner to me, then changing it to the person I want
to have it.

Do other people get this?  Is it a feature or just something that
happens to be that way?

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From robie at principle.co.uk  Fri Aug 16 08:39:42 2002
From: robie at principle.co.uk (Robie Basak)
Date: 16 Aug 2002 13:39:42 +0100
Subject: [rt-users] RT::Action::OpenDependent
Message-ID: <1029501582.19628.56.camel@debian>

What is the status of RT::Action::OpenDependent? I can't see anything
wrong with the code, other than the description being wrong. However,
the scriptaction isn't in the database by default.

There's a "# Todo: Only work if Base is a plain ticket num:", but as far
as I can see this is being sorted with a "next unless
$Link->BaseIsLocal;" (which is fine for me, since this doesn't make
sense if the dependency isn't local, since RT has no way of knowing if
the dependency has been cleared).

Is there a reason for this, or will I have no problems if I add it?

Cheers,
Robie.



From travis.campbell at amd.com  Fri Aug 16 10:31:45 2002
From: travis.campbell at amd.com (Travis Campbell)
Date: Fri, 16 Aug 2002 09:31:45 -0500
Subject: [rt-users] Any way to steal a ticket?
In-Reply-To: <Pine.LNX.4.44.0208161208310.1558-100000@tiger.gbdirect.co.uk>
References: <20020724114854.GA10928@nic.fr>
 <Pine.LNX.4.44.0208161208310.1558-100000@tiger.gbdirect.co.uk>
Message-ID: <20020816143145.GA18929@mpdtxmail.amd.com>

On Fri, Aug 16, 2002 at 12:12:09PM +0100, Smylers wrote:
> That works for me if trying to re-assign somebody else's ticket to
> myself.  But if I want to change the owner from somebody else to a
> different somebody else then I find that I have to do this in two steps
> -- first changing the owner to me, then changing it to the person I want
> to have it.
> 
> Do other people get this?  Is it a feature or just something that
> happens to be that way?
> 

Search/Bulk.html has a feature to do this in one step, by allowing you to
force the change.  I bet you could update Ticket/ModifyPeople.html to do
the same thing.

If you want to make it optional, you could add 

	<input type=checkbox name="ForceOwnerChange"> Force change

into the form in ModifyPeople.html.

If you want it to happen everytime, you could try doing:

	<input type="hidden" name="ForceOwnerChange" value="1">

Note that RT will tag the transaction as forced (or something like that; I
haven't done it in awhile)

Please note that I'm using 2.0.8_02 so this may be different in earlier or
later versions.

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




From smylers at gbdirect.co.uk  Fri Aug 16 10:37:55 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 16 Aug 2002 15:37:55 +0100 (BST)
Subject: [rt-users] Any way to steal a ticket?Z
In-Reply-To: <20020816143145.GA18929@mpdtxmail.amd.com>
Message-ID: <Pine.LNX.4.44.0208161536050.1558-100000@tiger.gbdirect.co.uk>

Travis Campbell wrote:

> If you want to make it optional, you could add
>
> 	<input type=checkbox name="ForceOwnerChange"> Force change
>
> into the form in ModifyPeople.html.
>
> If you want it to happen everytime, you could try doing:
>
> 	<input type="hidden" name="ForceOwnerChange" value="1">

Cunning!  I'll look into it.  I'm thinking I could even have the above
depend on privileges, so that certain users (maybe queue adminCCs) can
force changes and others can't.

Cheers.

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From mrz at intelenet.net  Fri Aug 16 10:53:26 2002
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 16 Aug 2002 07:53:26 -0700
Subject: [rt-users] auto-assign on initial reply/comment ?
Message-ID: <011101c24534$ad4a2a50$0b16160a@Desktop>

As someone comments or replies to a ticket through the WebUI, I want them to
automatically become the owner.

I did this once before but in my last rt upgrade I think I overwrote
whatever mods I had to make for that and can't find it.

Anyone have details on that?


--
matthew zeier                        | "In mathematics you don't understand
InteleNet Communications, Inc.       |  things.  You just get used to them."
(949) 784-7904                       |       - John von Newmann





From erwin at bluedome.net  Fri Aug 16 10:59:15 2002
From: erwin at bluedome.net (Erwin Blekkenhorst)
Date: Fri, 16 Aug 2002 16:59:15 +0200
Subject: [rt-users] Bcc-ing queue watchers
Message-ID: <200208161659.15015@-BLAAT->

I'd like to reconfigure the default queue watchers from being Cc-ed to being 
Bcc-ed. The thing is that I want the watchers to be able to see who's being 
Cc-ed by our customers opening a ticket but I don't want the customer to see 
the watchers' addresses in the email headers. Customers tend to group-reply 
or even use the watcher's address for direct correspondence rather than using 
rt's correspondence address (yeah customers are stupid.. ;).

It probably needs some changes in Notify.pm but before I start breaking things 
I'd like to know if anyone has already done this...

Lots of TIA

Regards,

Erwin




From travis.campbell at amd.com  Fri Aug 16 11:46:30 2002
From: travis.campbell at amd.com (Travis Campbell)
Date: Fri, 16 Aug 2002 10:46:30 -0500
Subject: [rt-users] auto-assign on initial reply/comment ?
In-Reply-To: <011101c24534$ad4a2a50$0b16160a@Desktop>
References: <011101c24534$ad4a2a50$0b16160a@Desktop>
Message-ID: <20020816154630.GB18929@mpdtxmail.amd.com>

On Fri, Aug 16, 2002 at 07:53:26AM -0700, matthew zeier wrote:
> 
> As someone comments or replies to a ticket through the WebUI, I want them to
> automatically become the owner.
> 
> I did this once before but in my last rt upgrade I think I overwrote
> whatever mods I had to make for that and can't find it.
> 
> Anyone have details on that?

You want Bruce Campbell's AutoTake.

It can be found, along with the readme and insert script at:

	http://www.amsterdamned.org/~bc/rt/

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




From rick.rezinas at qsent.com  Fri Aug 16 12:26:17 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Fri, 16 Aug 2002 09:26:17 -0700
Subject: [rt-users] Want to show blanks as owner for new tickets instead of 'nobody' ...
In-Reply-To: <200208160941.g7G9furd025543@samson.dc.luth.se>
References: <200208160941.g7G9furd025543@samson.dc.luth.se>
Message-ID: <20020816162617.GC24125@yeti.qsent.com>

maybe change Nobody's username to '' or something similar?

you can modify Nobody account by being root, configging users, and
searching for Username containing obody.

rick

On Fri, 16 Aug 2002, Patrick Harlin wrote:

> 
> Hi,
> 
> I have just performed an upgrade from 1.0.7 to 2.0.14, and everything seems 
> OK. However in my old version all new tickets showed ' ' as owner but after 
> the upgrade this is changed into 'nobody'. It would be preferable to have ' ' 
> instead since it is much easier to see all not-taken tickets.
> 
> Anyone who knows were to configure this ?
> 
> //Cheers,
> 
> Patrick
> 
> -------------------------------------
> Patrick Harlin, SysAdmin
> Lule? University of Technology
> Sweden
> ------------------------------------- 
> 
> 
> _______________________________________________
> 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

--
Rick Rezinas  503-889-7091
Unix Systems Administrator
Qsent, Inc.


When Gladstone was British Prime Minister he visited Michael Faraday's
laboratory and asked if some esoteric substance called `Electricity'
would ever have practical significance.
"One day, sir, you will tax it," was the answer.
					        	-- Science, 1994




From rick.rezinas at qsent.com  Fri Aug 16 12:34:05 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Fri, 16 Aug 2002 09:34:05 -0700
Subject: [rt-users] Bcc-ing queue watchers
In-Reply-To: <200208161659.15015@-BLAAT->
References: <200208161659.15015@-BLAAT->
Message-ID: <20020816163405.GD24125@yeti.qsent.com>

will making your Bcc watchers AdminCC work for you?  

On Fri, 16 Aug 2002, Erwin Blekkenhorst wrote:

> 
> I'd like to reconfigure the default queue watchers from being Cc-ed to being 
> Bcc-ed. The thing is that I want the watchers to be able to see who's being 
> Cc-ed by our customers opening a ticket but I don't want the customer to see 
> the watchers' addresses in the email headers. Customers tend to group-reply 
> or even use the watcher's address for direct correspondence rather than using 
> rt's correspondence address (yeah customers are stupid.. ;).
> 
> It probably needs some changes in Notify.pm but before I start breaking things 
> I'd like to know if anyone has already done this...
> 
> Lots of TIA
> 
> Regards,
> 
> Erwin
> 
> 
> _______________________________________________
> 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

--
Rick Rezinas  503-889-7091
Unix Systems Administrator
Qsent, Inc.


When Gladstone was British Prime Minister he visited Michael Faraday's
laboratory and asked if some esoteric substance called `Electricity'
would ever have practical significance.
"One day, sir, you will tax it," was the answer.
					        	-- Science, 1994




From colleen at darksideproductions.net  Fri Aug 16 14:42:03 2002
From: colleen at darksideproductions.net (Colleen)
Date: Fri, 16 Aug 2002 11:42:03 -0700
Subject: [rt-users] RE: getting the number of search results
Message-ID: <12F63B1280D5E444930A872E98BF552D585A47@darkside1.darksideproductions.net>

Has anyone ever used this snippet of code (below) and gotten the number
of search results to work for a query like "created before xx/xx/xx" and
"Created after xx/xx/xx"?


--colleen
> -----Original Message-----
> From: Colleen
> Sent: Wednesday, August 14, 2002 6:20 PM
> To: rt-devel at lists.fsck.com; rt-users at lists.fsck.com
> Subject: getting the number of search results
> 
> > From: Jesse Vincent jesse at bestpractical.com
> > Date: Wed, 12 Sep 2001 16:36:35 -0400
> >
> >
------------------------------------------------------------------------
> ----
> >
> > You probably want to add a <% $session{'tickets'}->Count %> results
> found
> > line to Search/Listing.html
> >
> >
> > On Wed, Sep 12, 2001 at 07:32:51PM +0000, Darren Grabowski wrote:
> > > We are using RT for our abuse tickets.  Is there an easy way to
put
> the
> > > total number of tickets found when doing a content search?  We
like to
> > > know how many complaints we got on a particular spammer.
> > >
> > > darren
> > >
> 
> I tried this out and it seemed to work for quick searches from the
front
> page of the Web UI.  But when I went into the search page and did a
search
> on tickets created after '7/1/02' and before '8/1/02', 4 results
showed
> but the result was 49.
> 
> Does the 49 include those that have statuses of "resolved" "dead" or
> "stalled", while the 4 visible tickets only represent the new/open
tickets
> ("new" is what I see for these tickets)?
> 
> 
> Is there a way to get the iterator of the visible rows, $i to print
the
> count of the search results?
> 
> 
> Thanks!
> 
> Colleen



From mike at daboyz.org  Fri Aug 16 15:43:53 2002
From: mike at daboyz.org (Mike Barrett)
Date: Fri, 16 Aug 2002 12:43:53 -0700
Subject: [rt-users] Requestor in Template
Message-ID: <20020816194353.GA14200@daboyz.org>

Hi all, just curious how I would reference the requestor of a ticket in a
template?  I'm sure it's an easy one, I'm just pretty new to rt. :)  Thanks in
advance.
-- 
     ________________________________________________________________________
                Mike Barrett | "I used to read, now I go to raves."
             mike at daboyz.org | -- Random MUNI Rider, speaking
              www.daboyz.org |    to my friend Allison.
     ------------------------+-----------------------------------------------



From mrz at intelenet.net  Fri Aug 16 19:16:54 2002
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 16 Aug 2002 16:16:54 -0700
Subject: [rt-users] auto-assign on initial reply/comment ?
References: <011101c24534$ad4a2a50$0b16160a@Desktop> <20020816154630.GB18929@mpdtxmail.amd.com>
Message-ID: <033c01c2457b$02779300$6d180a0a@MRZTP>

The readme has:


----- Original Message -----
From: "Travis Campbell" <travis.campbell at amd.com>
To: "matthew zeier" <mrz at intelenet.net>
Cc: <rt-users at fsck.com>
Sent: Friday, August 16, 2002 8:46 AM
Subject: Re: [rt-users] auto-assign on initial reply/comment ?


> On Fri, Aug 16, 2002 at 07:53:26AM -0700, matthew zeier wrote:
> >
> > As someone comments or replies to a ticket through the WebUI, I want
them to
> > automatically become the owner.
> >
> > I did this once before but in my last rt upgrade I think I overwrote
> > whatever mods I had to make for that and can't find it.
> >
> > Anyone have details on that?
>
> You want Bruce Campbell's AutoTake.
>
> It can be found, along with the readme and insert script at:
>
> http://www.amsterdamned.org/~bc/rt/
>
> Travis
> --
>  Travis Campbell  -  Unix Systems Administrator =
travis at mpdtxmail.amd.com
>     5900 E. Ben White Blvd, Austin, TX 78741    =
travis.campbell at amd.com
>     TEL: (512) 602-1888  PAG: (512) 604-0341    =
webmaster at mpdtxmail.amd.com
>
============================================================================
=
>       "Does anything work as expected?"  Yes.  An axe through the CPU.
>
>




From mrz at intelenet.net  Fri Aug 16 19:17:00 2002
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 16 Aug 2002 16:17:00 -0700
Subject: [rt-users] auto-assign on initial reply/comment ?
References: <011101c24534$ad4a2a50$0b16160a@Desktop> <20020816154630.GB18929@mpdtxmail.amd.com>
Message-ID: <034201c2457b$06916100$6d180a0a@MRZTP>

The readme has:

----- Original Message -----
From: "Travis Campbell" <travis.campbell at amd.com>
To: "matthew zeier" <mrz at intelenet.net>
Cc: <rt-users at fsck.com>
Sent: Friday, August 16, 2002 8:46 AM
Subject: Re: [rt-users] auto-assign on initial reply/comment ?


> On Fri, Aug 16, 2002 at 07:53:26AM -0700, matthew zeier wrote:
> >
> > As someone comments or replies to a ticket through the WebUI, I want
them to
> > automatically become the owner.
> >
> > I did this once before but in my last rt upgrade I think I overwrote
> > whatever mods I had to make for that and can't find it.
> >
> > Anyone have details on that?
>
> You want Bruce Campbell's AutoTake.
>
> It can be found, along with the readme and insert script at:
>
> http://www.amsterdamned.org/~bc/rt/
>
> Travis
> --
>  Travis Campbell  -  Unix Systems Administrator =
travis at mpdtxmail.amd.com
>     5900 E. Ben White Blvd, Austin, TX 78741    =
travis.campbell at amd.com
>     TEL: (512) 602-1888  PAG: (512) 604-0341    =
webmaster at mpdtxmail.amd.com
>
============================================================================
=
>       "Does anything work as expected?"  Yes.  An axe through the CPU.
>
>




From mrz at intelenet.net  Fri Aug 16 19:19:36 2002
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 16 Aug 2002 16:19:36 -0700
Subject: [rt-users] auto-assign on initial reply/comment ?
References: <011101c24534$ad4a2a50$0b16160a@Desktop> <20020816154630.GB18929@mpdtxmail.amd.com>
Message-ID: <034601c2457b$631ca1f0$6d180a0a@MRZTP>

Sorry - Outlook Express issues.

The readme has:

Caveats - the WebUI puts in a SetOwner, meaning that you will see a quick
series of 'RT_System gives ticket to Joe', then 'Joe gives ticket to
Nobody', with the final Owner undefined, but predominately Nobody.  The
current way of fixing this would be to patch
WebRT/html/Ticket/Elements/EditPeople to default to the current user if it
is currently Nobody.  Ughity.

I recall making some sort of change but is EditPeople the right place?  What
are the actual changes?

Thanks.


----- Original Message -----
From: "Travis Campbell" <travis.campbell at amd.com>
To: "matthew zeier" <mrz at intelenet.net>
Cc: <rt-users at fsck.com>
Sent: Friday, August 16, 2002 8:46 AM
Subject: Re: [rt-users] auto-assign on initial reply/comment ?


> On Fri, Aug 16, 2002 at 07:53:26AM -0700, matthew zeier wrote:
> >
> > As someone comments or replies to a ticket through the WebUI, I want
them to
> > automatically become the owner.
> >
> > I did this once before but in my last rt upgrade I think I overwrote
> > whatever mods I had to make for that and can't find it.
> >
> > Anyone have details on that?
>
> You want Bruce Campbell's AutoTake.
>
> It can be found, along with the readme and insert script at:
>
> http://www.amsterdamned.org/~bc/rt/
>
> Travis
> --
>  Travis Campbell  -  Unix Systems Administrator =
travis at mpdtxmail.amd.com
>     5900 E. Ben White Blvd, Austin, TX 78741    =
travis.campbell at amd.com
>     TEL: (512) 602-1888  PAG: (512) 604-0341    =
webmaster at mpdtxmail.amd.com
>
============================================================================
=
>       "Does anything work as expected?"  Yes.  An axe through the CPU.
>
>




From mrz at intelenet.net  Fri Aug 16 19:44:50 2002
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 16 Aug 2002 16:44:50 -0700
Subject: [rt-users] auto-assign on initial reply/comment ?
References: <011101c24534$ad4a2a50$0b16160a@Desktop> <20020816154630.GB18929@mpdtxmail.amd.com> <034601c2457b$631ca1f0$6d180a0a@MRZTP>
Message-ID: <03af01c2457e$e990ec20$6d180a0a@MRZTP>

Found it mentioned in the archives - edits to Update.html.

http://lists.fsck.com/pipermail/rt-users/2002-June/008553.html

----- Original Message -----
From: "matthew zeier" <mrz at intelenet.net>
To: "Travis Campbell" <travis.campbell at amd.com>
Cc: <rt-users at fsck.com>
Sent: Friday, August 16, 2002 4:19 PM
Subject: Re: [rt-users] auto-assign on initial reply/comment ?


> Sorry - Outlook Express issues.
>
> The readme has:
>
> Caveats - the WebUI puts in a SetOwner, meaning that you will see a quick
> series of 'RT_System gives ticket to Joe', then 'Joe gives ticket to
> Nobody', with the final Owner undefined, but predominately Nobody.  The
> current way of fixing this would be to patch
> WebRT/html/Ticket/Elements/EditPeople to default to the current user if it
> is currently Nobody.  Ughity.
>
> I recall making some sort of change but is EditPeople the right place?
What
> are the actual changes?
>
> Thanks.
>
>
> ----- Original Message -----
> From: "Travis Campbell" <travis.campbell at amd.com>
> To: "matthew zeier" <mrz at intelenet.net>
> Cc: <rt-users at fsck.com>
> Sent: Friday, August 16, 2002 8:46 AM
> Subject: Re: [rt-users] auto-assign on initial reply/comment ?
>
>
> > On Fri, Aug 16, 2002 at 07:53:26AM -0700, matthew zeier wrote:
> > >
> > > As someone comments or replies to a ticket through the WebUI, I want
> them to
> > > automatically become the owner.
> > >
> > > I did this once before but in my last rt upgrade I think I overwrote
> > > whatever mods I had to make for that and can't find it.
> > >
> > > Anyone have details on that?
> >
> > You want Bruce Campbell's AutoTake.
> >
> > It can be found, along with the readme and insert script at:
> >
> > http://www.amsterdamned.org/~bc/rt/
> >
> > Travis
> > --
> >  Travis Campbell  -  Unix Systems Administrator =
> travis at mpdtxmail.amd.com
> >     5900 E. Ben White Blvd, Austin, TX 78741    =
> travis.campbell at amd.com
> >     TEL: (512) 602-1888  PAG: (512) 604-0341    =
> webmaster at mpdtxmail.amd.com
> >
>
============================================================================
> =
> >       "Does anything work as expected?"  Yes.  An axe through the CPU.
> >
> >
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>




From maniezhilan at naturesoft.net  Sat Aug 17 07:49:25 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Sat, 17 Aug 2002 17:19:25 +0530
Subject: [rt-users] Can Anyone Help me Out.
Message-ID: <3D5E3845.790E0C82@naturesoft.net>

Dear all,

I have some problem, Can anyone Help me out.

1. when I send attachments Cc and Bcc does not get the attachments.

2. In Comment Option, when I choose Comments not send to Requestor it
Sends a mail to Requestor.

3.  When Ticket is assigned to a Watcher, RT doesn't sends a mail to
either Requestor or Watchers.


Below is my Scrip Option.

      OnComment NotifyAllWatchersWithAttach with template AdminComment

      OnCreate NotifyAllWatchers with template Transaction

      OnCreate AutoreplyToRequestors with template AutoReply_ACC

      OnComment NotifyOtherRecipients with template AdminComment

      OnStatus NotifyAdminCcs with template Transaction

      OnStatus NotifyAllWatchers with template Transaction

      OnCorrespond NotifyOtherRecipients with template Transaction

      OnCorrespond NotifyAllWatchersWithAttach with template Transaction

Say when I add some other Scrip like Transaction to satisfy my above
mentioned problems, RT Sends mail Twice.

For Example: Sends mail Twice for Status and Transcation.

How Can I solve this Problem ?  Thanks in Advance.

With Regards,

J.Mani Ezhilan.

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From smylers at gbdirect.co.uk  Sat Aug 17 17:08:00 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Sat, 17 Aug 2002 22:08:00 +0100 (BST)
Subject: [rt-users] Want to show blanks as owner for new tickets instead
 of 'nobody' ...
In-Reply-To: <20020816162617.GC24125@yeti.qsent.com>
Message-ID: <Pine.LNX.4.44.0208172206310.31051-100000@tiger.gbdirect.co.uk>

Yesterday Rick Rezinas wrote:

> maybe change Nobody's username to '' or something similar?

I suspect That would break code such as the line in the RT module which
says:

  $Nobody->LoadByName('Nobody');

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From smylers at gbdirect.co.uk  Sat Aug 17 18:01:05 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Sat, 17 Aug 2002 23:01:05 +0100 (BST)
Subject: [rt-users] Requestor in Template
In-Reply-To: <20020816194353.GA14200@daboyz.org>
Message-ID: <Pine.LNX.4.44.0208172300330.31051-100000@tiger.gbdirect.co.uk>

Yesterday Mike Barrett wrote:

> Hi all, just curious how I would reference the requestor of a ticket
> in a template?

  {$Ticket->Requestors->EmailsAsString()}

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From smylers at gbdirect.co.uk  Sat Aug 17 18:06:26 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Sat, 17 Aug 2002 23:06:26 +0100 (BST)
Subject: [rt-users] Can Anyone Help me Out.
In-Reply-To: <3D5E3845.790E0C82@naturesoft.net>
Message-ID: <Pine.LNX.4.44.0208172302060.31051-100000@tiger.gbdirect.co.uk>

maniezhilan wrote:

> 2. In Comment Option, when I choose Comments not send to Requestor it
> Sends a mail to Requestor.

That's because you've got this scrip:

>       OnComment NotifyAllWatchersWithAttach with template AdminComment

It's traditional not to mail comments to all watchers, since that
includes the requestors.

> 3.  When Ticket is assigned to a Watcher, RT doesn't sends a mail to
> either Requestor or Watchers.

You don't have a scrip depending on such a condition.  OnOwnerChange is
around somewhere; something similar could presumably be knocked together
for other watchers (if indeed it hasn't already).

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/





From raanders at acm.org  Sat Aug 17 19:24:05 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Sat, 17 Aug 2002 16:24:05 -0700 (PDT)
Subject: [rt-users] Want to show blanks as owner for new tickets instead
 of 'nobody' ...
In-Reply-To: <Pine.LNX.4.44.0208172206310.31051-100000@tiger.gbdirect.co.uk>
Message-ID: <Pine.LNX.4.33.0208171620020.2479-100000@main.cyber-office.net>

On Sat, 17 Aug 2002, Smylers wrote:

> Yesterday Rick Rezinas wrote:
> 
> > maybe change Nobody's username to '' or something similar?
> 
> I suspect That would break code such as the line in the RT module which
> says:
> 
>   $Nobody->LoadByName('Nobody');

I concur.

I made a similar change for 'the Boss' from Nobody to Anybody - go figure
the logic there - and made the necessary changes in the database and code.  
I asked for a test and have seen no complaints.  As I'm a watcher for
several queues I've seen several new tickets come through so I assume both
changes were needed.


Rod
-- 
  "Open Source Software - Sometimes you get more than you paid for..."




From ted at serreyn.com  Sun Aug 18 18:12:11 2002
From: ted at serreyn.com (Ted Serreyn)
Date: 18 Aug 2002 17:12:11 -0500
Subject: [rt-users] imprting dates from gnats
Message-ID: <1029708732.21558.39.camel@tedlaptop.serreyn.com>

First of all, let me say, so far I am VERY impressed with gnats.

I am playing with the import-gnats script to get my current gnats data
into RT.  However I have been unable to get the dates imported into RT. 
I want to use the Arrival data as the RT Created date, the Closed Date
as the RT-Resolved date and the last updated date as the equivalent date
in RT.

So far, my code is soemthing like this, I do not seem to get the dates
in RT, anyone have an idea on what I am doing wrong. I have 80 or so
tickets that I need to keep the dates on to track change management. 
(what has changed since a date).

The date from gnats looks like so "Fri Mar 08 12:14:32 CST 2002"

Ted Serreyn
Serreyn Network Services
http://www.serreyn.com/


my $RTCreated = new RT::Date();
    my $RTResolved = new RT::Date();
    my $RTLastUpdated = new RT::Date();
    $RTCreated->Set (Format => 'unknown',
                     Value => @Arrival);
    $RTResolved->Set (Format => 'unknown',
                     Value => @Closed);
    $RTLastUpdated->Set (Format => 'unknown',
                     Value => @LastUpdated);






From adrian at creative.net.au  Sun Aug 18 20:37:37 2002
From: adrian at creative.net.au (Adrian Chadd)
Date: Mon, 19 Aug 2002 08:37:37 +0800
Subject: [rt-users] freebsd-4.6 and rt/
Message-ID: <20020819003737.GK38735@ewok.creative.net.au>

hi all,

has anyone managed to make rt2 install with freebsd-4.6(.1) ?

I'm encountering plenty of freebsd/perl brain damage in this area, mostly focused around
the CPAN modules somehow wanting perl-5.8 - even trying to upgrade the CPAN bundle
gave me this.

If anyone has any pointers I'd sure like to hear em.
(along with any rtfm urls..)

Thanks!


Adrian

-- 
Adrian Chadd			"<WeBGrrL> i WAS a lesbian.....but now i love everyone :P"
<adrian at creative.net.au>




From adrian at creative.net.au  Sun Aug 18 23:32:49 2002
From: adrian at creative.net.au (Adrian Chadd)
Date: Mon, 19 Aug 2002 11:32:49 +0800
Subject: [rt-users] freebsd-4.6 and rt/
In-Reply-To: <20020819033247.GA545@not.autrijus.org>
References: <20020819003737.GK38735@ewok.creative.net.au> <20020819033247.GA545@not.autrijus.org>
Message-ID: <20020819033249.GE57093@ewok.creative.net.au>

On Mon, Aug 19, 2002, Autrijus Tang wrote:
> On Mon, Aug 19, 2002 at 08:37:37AM +0800, Adrian Chadd wrote:
> > I'm encountering plenty of freebsd/perl brain damage in this area, mostly focused around
> > the CPAN modules somehow wanting perl-5.8 - even trying to upgrade the CPAN bundle
> > gave me this.
> > If anyone has any pointers I'd sure like to hear em.
> > (along with any rtfm urls..)
> 
> My colleague at Taipei.pm just made a port:
> 
> http://www.freebsd.org/cgi/query-pr.cgi?pr=ports/41701

Oh, nice! I'll run off now and see if its commit-worthy.



Adrian

-- 
Adrian Chadd			"<WeBGrrL> i WAS a lesbian.....but now i love everyone :P"
<adrian at creative.net.au>




From rich at lafferty.ca  Thu Aug  8 20:05:55 2002
From: rich at lafferty.ca (Rich Lafferty)
Date: Thu, 8 Aug 2002 20:05:55 -0400
Subject: [rt-users] rt backups
In-Reply-To: <20020808225055.GJ21366@yeti.qsent.com>; from rick.rezinas@qsent.com on Thu, Aug 08, 2002 at 03:50:55PM -0700
References: <20020808225055.GJ21366@yeti.qsent.com>
Message-ID: <20020808200555.B15819@lafferty.ca>

On Thu, Aug 08, 2002 at 03:50:55PM -0700, Rick Rezinas <rick.rezinas at qsent.com> wrote:
> Hello,
> 
> was browsing the docs for backups and found that the rt2 script (sample)
> is pending.  Curious what sort of viewpoints/tips you folks have on this
> subject?

No different than any other database. For MySQL, take a mysqldump and
make sure it gets caught by your usual backup regime. (Keep in mind
that MySQL doesn't guarantee ACID, so you may be left with referential
integrity problems after a restore. They're usually pretty simple to
straighten out in RT, but if you can afford it, you might want to stop
MySQL, back up the databases themselves, and restart.)

Cheers,
 
  -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 janne.pirkkanen at oppipoika.net  Fri Aug  9 04:19:36 2002
From: janne.pirkkanen at oppipoika.net (Janne Pirkkanen)
Date: Fri,  9 Aug 2002 11:19:36 +0300
Subject: [rt-users] Users groups modification
Message-ID: <1028881176.3d537b183827f@ssl.nebula.fi>

Hi there.

This is my first post to this list but I have read it's archives. We have RT 2.13 in test 
box and it looks wonderfull. I've used many contrib -files to make little modifications 
to RT:s ui. So I thought that I send this little mod here, if someone finds it usefull 
(and makes it better). My perl is awfull and RT experience is only two months so please 
look this code carefully through before using it for real :)

So. We are using RT with quite a many different user groups and managing users groups (I 
like to think user groups as user profiles) felt difficult. So I made mod based on 
Admin/Groups/Members.html (to be Admin/Users/Groups.html). This makes it possible to go 
to some users page and see which groups he/she belongs in. And also add/remove user 
to/from groups.

Here are the files. Just drop Groups.html and SelectGroups to there folders and modify 
UserTabs -file so that you have link to that Admin/Users/Groups.html -file.

********************* File: Admin/Users/Groups.html starts **********************

%# File created 2002-08-07 J. Pirkkanen <jp at oppipoika.net>. Based on RT 2.0.13 file 
Admin/Groups/Members.html

<& /Admin/Elements/Header, Title => 'RT/Admin/Edit the user '. $User->Name &>
<& /Admin/Elements/UserTabs, id => $id &>
<& /Elements/ListActions, actions => \@results &>

<& /Elements/TitleBoxStart, title => "Editing group memberships for user " . $User-
>Name . " (" . $User->RealName . ")" &>

<FORM ACTION="<%$RT::WebPath%>/Admin/Users/Groups.html" METHOD=POST>
<INPUT TYPE=HIDDEN NAME=id VALUE="<%$User->id%>">
<TABLE WIDTH="100%">
<TR>
<TD>
Add groups</TD>
<TD>
Current groups
</TD>
</TR>

<TR>
<TD VALIGN=TOP>
<& /Admin/Elements/SelectGroups, Name => "AddGroups" &>
</TD>
<TD VALIGN=TOP>
<%PERL>
my $GroupList = "(Check box to remove user from group)\n<UL>\n";
my $ShowList = 0;
while ($Group = $Groups->Next()) {
	while ($GrpMember = $Group->MembersObj->Next()) {
		my $JumpToNext = 0;
		if ($GrpMember->UserObj->id == $id) {
			$GroupList .= "<LI><INPUT TYPE=CHECKBOX Name='DeleteMember-
" . $Group->Id . "'>\n";
			$GroupList .= "<a href='/Admin/Groups/Modify.html?id=" . 
$Group->Id . "'>" . $Group->Name . "</a> (" . $Group->Description . ")\n";
			$JumpToNext = 1;
			$ShowList = 1;
			next;
		}
 		next if $JumpToNext;
	}
}
$GroupList .= "</UL>\n";
</%PERL>
% if ($ShowList) {
	<% $GroupList | n %>
% } else {
	<i>(User doesn't belong to any groups)</i>
% }
</TD>
</TR>
</TABLE>
<& /Elements/TitleBoxEnd &>
<& /Elements/Submit &>
</form>

<%ARGS>
$AddGroups => undef
$id => undef
</%ARGS>

<%INIT>

my $User = new RT::User($session{'CurrentUser'});
if (!($User->CurrentUserHasRight('AdminGroups'))) {
	Abort('No permission to execute command.');
}

$User->Load($id);

my $Groups = new RT::Groups($session{'CurrentUser'});
$Groups->LimitToReal();

my $Group = new RT::Group($session{'CurrentUser'});

my $GrpMember = new RT::GroupMember($session{'CurrentUser'});

my (@results);

my $key;
foreach $key (keys %ARGS) {

if ($key =~ /^DeleteMember-(\d+)$/) {
    my $grpid = $1;
    $Group->Load($grpid) || Abort('Could not load group');
    my ($val,$msg) = $Group->DeleteMember($id);
    push (@results, $msg);
}
}

# Make sure AddGroups is always an array
my @AddGroups = (ref $AddGroups eq 'ARRAY') ? @{$AddGroups} : ($AddGroups);

foreach my $GroupMember (@AddGroups) {
    next unless ($GroupMember);
    $Group->Load($GroupMember) || Abort('Could not load group');
    my ($val, $msg) = $Group->AddMember($id);
    push (@results, $msg);
}

</%INIT>

********************* File: Admin/Users/Groups.html ends **********************

********************* File: Admin/Elements/SelectGroups starts ****************

%# 2002-08-07 JP: Created - based on RT 2.0.13 file Admin/Elements/SelectUsers

<SELECT MULTIPLE NAME="<%$Name%>"  SIZE=10>
%while (my $Group = $Groups->Next) {
<OPTION VALUE="<%$Group->Id%>"><%$Group->Name%>
%}
</SELECT>

<%INIT>
my $Groups = new RT::Groups($session{'CurrentUser'});
$Groups->LimitToReal();
</%INIT>

<%ARGS>
$Name => 'Groups'
</%ARGS>

********************* File: Admin/Elements/SelectGroups ends ******************

And you have to modify your Admin/Elements/UserTabs -file to look somethin like this:

********************* File: Admin/Elements/UserTabs starts ********************

<& /Admin/Elements/Tabs, subtabs => $subtabs,
			 current_tab => 'Admin/Users/',
                         current_subtab => $current_subtab &>
<hr>
<%INIT>
my $subtabs = {
	       Queues => { title => 'Basics',
			   path => "Admin/Users/Modify.html?id=".$id
			 },
#	       Scrips => { title => 'Rights',
#			   path => "Admin/Users/Rights.html?id=".$id
#			 }
	       XGroups => { title => 'Groups',
			   path => "Admin/Users/Groups.html?id=".$id
			 }

	      };
</%INIT>


<%ARGS>
$id => undef
$current_subtab => undef
</%ARGS>

********************* File: Admin/Elements/UserTabs starts ********************

I'm keen to hear if there is something wrong in these files so I can learn more about RT 
and Perl.

- Janne
email: janne.pirkkanen at oppipoika.net
tel: +358-40-5044622
fax: +358-3-2533830




From billp at wjp.net  Wed Aug 14 21:09:21 2002
From: billp at wjp.net (billp)
Date: Wed, 14 Aug 2002 18:09:21 -0700
Subject: [rt-users] New rt2 install- customization questions
Message-ID: <20020814180921.I27155@nigel.wjp.net>

I am finally getting around to installing RT2, and have a long
laundry list of customizations that I would like to do before
putting it in production.   (Actually, with the help of the
archives and some work on my own, I am getting real close.)

I thought it would be easier to put them all in one email, rather
than break them up by type of question -- I hope that is ok.


1) Is there a way to add a keyword item to the ticket list?
   (In %WebOptions, what would be the entry?)
   I looked at KeywordSelects, but I did not quite understand
   how to implement this.

2) Is there a way to add the number of transactions a ticket has to
   the ticket list?  (In %WebOptions, what would be the entry?)

3) I don't know mason.  Is there a way to execute a shell script
   (basically outputs html of our "network status") around line 14
   of the main WebRT/html/index.html?

4) Has anyone written a scrip that will email the ticket
   owner if a ticket is created via the web (by someone else),
   to let them know they have a ticket waiting?

5) Is there a scrip that can email all queue members (users
   with permission to the queue) upon a ticket created via email?
   (Similar to rt1 operation.)

6) Can someone define who exactly gets emailed with these
    scrip actions:
        NotifyAdminCcs
        NotifyOtherRecipients
        NotifyAllWatchers
    Do some of them overlap/have common recipients?
 

Possible future enhancements-- has anyone attempted any of these
types of things, if not, might they be considered for a future
feature?

1) Summary section on the home screen, by user.  
   Similar to the "Find new/open tickets" queue list, but have 
   the same list per-user.  Only allow for privleged users, possibly 
   restricting being listed via a permission.

2) Displaying children tickets directly under the parent ticket on the 
   search and/or home screens (ticket summaries.)  

3) Ability to automatically comment/reply/resolve ALL children tickets
   within the parent ticket?  Could this be done with a scrip?

thanks
bill




From christian.janssen at de.kddi.com  Thu Aug 15 09:35:52 2002
From: christian.janssen at de.kddi.com (Christian Janssen)
Date: Thu, 15 Aug 2002 15:35:52 +0200
Subject: [rt-users] link URL not shown correct
In-Reply-To: <Pine.LNX.4.44.0208151443250.24221-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0208151301250.13339-100000@tiger.gbdirect.co.uk>
Message-ID: <5.1.1.2.2.20020815152958.00a99680@mail.kddnet.de>

Hi Bruce,

thanks a lot, as you and also the "TT" mentioned:
      Refers to:
      Referred to by:
works correct.

cheers
Christian

Remark: by the way, I will try your mail notification script, tomorrow. ;-)


At 14:45 15.08.2002 +0200, Bruce Campbell wrote:
>On Thu, 15 Aug 2002, Smylers wrote:
>
> > christian janssen wrote:
> >
> > > RT allows a ticket to depend on an arbitrary URL, such as
> > > http://www.yahoo.com/  .  But the URL is then displayed as:
> > >
> > >    : () []
> > >
> > > i.e., as a colon, then a pair of parentheses, then a pair of brackets.
> > ...
...
...




From roman_tog at hotmail.com  Fri Aug 16 07:46:49 2002
From: roman_tog at hotmail.com (Roman G.)
Date: Fri, 16 Aug 2002 16:46:49 +0500
Subject: [rt-users] Priority escalation and keyword hierarchies
Message-ID: <F7C5fOcA9o3gm1gyjYw00009b30@hotmail.com>

Hi all,

RT ver: 2.0.14
Purpose: internal (only) bug requests/correspondence tracking

I'm just trying to configure RT for use on our network, but I encountered a 
few difficulties, namely with the priority escalation stuff and keywords.

As regards priorities, I can't seem to be able to get it to work (i.e. to 
escalate). What  exactly is needed for the priority escalation to work?
It is also somewhat strange that you can put any value for the "Over time, 
priority moves toward:" box (e.g. a 1000)! And then you still have the field 
for final priority when creating or changing an existing ticket. What's that 
for? What is the point in specifying the final priority in the Queue 
configuration page then, if anyone creating a ticket could set it to 
whatever they want? Our situation is that we want only 5 priority levels 
with a drop-down field for specifying the priority for any given ticket when 
creating it.

Then, for the fields such as "time worked", "time left", etc. -- what units 
are you supposed to input the time in (weeks, days, hours, minutes, 
seconds)?! Do you really think this is clear? I mean if I think it's "days", 
how about a value of 0.042? Is that what was intended? I did read in the 
documentation (which BTW has complete sections missing, i.e. only headings 
are there without content, e.g. Email) that the date parser is quite 
sophisticated, but I don't think that makes up in any way here for the lack 
of clearness and not being foolproof.

Keywords. I made a couple of hierarchies for testing (if we go with the 
system we would populate this from another database) and I set the keywords 
as being global. The depth setting, however, doesn't seem to work. I made 
about 4 levels and set the depth to 1 at the first level -- it still shows 
all the levels (to the deepest one) in the keyword selection box on the 
ticket creation page. What's wrong there?

It would also be great if you could choose the first level in the first 
keyword box and then the next level in the second box, with the choices in 
the second level box being determined by what was selected in the first 
level box. I hope this is clear...

We're also looking at Bugzilla, which would probably require less 
customization. I don't think it has the priority escalation stuff, but at 
least the priorities cannot be as arbitrary as anyone creating a ticket in 
RT whishes. But the escalation would be possible to implement AFAIK.

Sorry if this is a bit long. Thanks in advance for any suggestions and info 
you can provide about these issues.

Cheers,
Roman.

_________________________________________________________________
Send and receive Hotmail on your mobile device: http://mobile.msn.com




From qef at rosies-dumplings.co.uk  Sun Aug 18 18:38:57 2002
From: qef at rosies-dumplings.co.uk (Geoff Richards)
Date: Sun, 18 Aug 2002 23:38:57 +0100
Subject: [rt-users] problems with 2.0.14 Debian package
Message-ID: <20020818223857.GD433@thefinalword.org.uk>

Hi, I've had a go at using the Debian package rt_2.0.14_test.deb
but have had some problems with the Apache configuration.
I've never installed RT before, so I don't know how things are
set up in non-Debian installations.

Here are some notes on specific files:

/usr/share/doc/request-tracker/README.gz
   ...has an example Apache configuration which refers to 'webmux.pl',
   which appears to have been renamed to 'modperl-handler.pl'.

/usr/share/doc/request-tracker/examples/apache.conf
   ...an alternative Apache conf, but this doesn't 'require' a startup
   script, so Apache has no idea where to find the Perl modules.

/usr/lib/request-tracker/bin/modperl-handler.pl
   ...tries to 'use' config.pm, which is OK, but...

/usr/lib/request-tracker/perl/RT/Mason.pm
   ...tries to 'use' RT/Config.pm, which doesn't exist.


I've currently got this in the Apache conf, which doesn't work
because of the missing RT/Config.pm:


<VirtualHost *>
   ServerName rt.thefinalword.org.uk
   ServerAlias rt
   DocumentRoot /usr/share/request-tracker/WebRT/html

   PerlRequire /usr/lib/request-tracker/bin/modperl-handler.pl

   PerlModule Apache::DBI
   PerlModule RT::Mason

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

</VirtualHost>


Any suggestions appreciated.

   cheers,
      Qef

-- 

--- Geoff Richards -------><------- www.rosies-dumplings.co.uk/qef ---
"I tried to fling my shadow at the moon,
 The while my blood leapt with a wordless song."  --  Theodore Roethke



From autrijus at autrijus.org  Sun Aug 18 23:32:47 2002
From: autrijus at autrijus.org (Autrijus Tang)
Date: Mon, 19 Aug 2002 11:32:47 +0800
Subject: [rt-users] freebsd-4.6 and rt/
In-Reply-To: <20020819003737.GK38735@ewok.creative.net.au>
References: <20020819003737.GK38735@ewok.creative.net.au>
Message-ID: <20020819033247.GA545@not.autrijus.org>

On Mon, Aug 19, 2002 at 08:37:37AM +0800, Adrian Chadd wrote:
> I'm encountering plenty of freebsd/perl brain damage in this area, mostly focused around
> the CPAN modules somehow wanting perl-5.8 - even trying to upgrade the CPAN bundle
> gave me this.
> If anyone has any pointers I'd sure like to hear em.
> (along with any rtfm urls..)

My colleague at Taipei.pm just made a port:

http://www.freebsd.org/cgi/query-pr.cgi?pr=ports/41701

/Autrijus/
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From jhein at netways.de  Fri Aug  9 10:59:37 2002
From: jhein at netways.de (Julian Hein)
Date: Fri, 9 Aug 2002 16:59:37 +0200
Subject: AW: [rt-users] rt2stats - patch
Message-ID: <3626546DC152134382A0A029C29365C6026EC8@net-mail.int.netways.de>

Hi,

>-----Urspr?ngliche Nachricht-----
>Von: Harald Wagener [mailto:hwagener at hamburg.fcb.com] 

>IMHO, the Statistics page is not yet up shape for general 
>distribution. I have about a dozen things I'd like to improve 
>on (and that might take a while, since I only inherited it yesterday.

maybe we can work on that topic together, cause I already made a statistics package, which integrates in our local extended RT2 Version. The only thing that it has in common with the rt2stats Package is, that i have stolen some of the ideas. What I have at the moment is:

- Integration into the menues
- Select start and end dates from a clickable calender
- Export data to excel
- Reports (from rt2stats) + keywords, no keywords, number of resolve transactions, etc.

Julian

--
Julian Hein                   NETWAYS GmbH
Managing Director             Deutschherrnstr. 47a
Fon.0911/92885-0              D-90429 N?rnberg
Fax.0911/92885-31                                        
jhein at netways.de              www.netways.de    



From wash at wananchi.com  Sat Aug 10 07:52:05 2002
From: wash at wananchi.com (Odhiambo Washington)
Date: Sat, 10 Aug 2002 14:52:05 +0300
Subject: [rt-users] Comment options - not working
In-Reply-To: <3D54E8C5.88C3BE05@naturesoft.net>
References: <3D54E8C5.88C3BE05@naturesoft.net>
Message-ID: <20020810115205.GD53394@ns2.wananchi.com>

* maniezhilan <maniezhilan at naturesoft.net> [20020810 10:05]: wrote:
> Dear all,
> 
> 1. When I Update the ticket comment options using comments not send to
> requestor, I noticed that the mail is send to the
>      requestor.


Check your scrips again.

> 2. When I attach a file along with the comment option , I noticed that
> the attachment is not send to the requestor or watchers,
>      whereas, when a requestor sends a attachment, Iam able to get it
> along with the ticket.

http://www.fsck.com/pub/rt/contrib/2.0

and look for the NotifyWithAttachment


Cheers

-Wash

-- 
Odhiambo Washington  <wash at wananchi.com>    "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!  :-)


One monk said to the other, "The fish has flopped out of the net! How
will it live?"  The other said, "When you have gotten out of the net,
I'll tell you."



From smylers at gbdirect.co.uk  Mon Aug 19 04:33:38 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Mon, 19 Aug 2002 09:33:38 +0100 (BST)
Subject: [rt-users] New rt2 install- customization questions
In-Reply-To: <20020814180921.I27155@nigel.wjp.net>
Message-ID: <Pine.LNX.4.44.0208190921390.675-100000@tiger.gbdirect.co.uk>

On Wednesday billp wrote:

> 3) I don't know mason.  Is there a way to execute a shell script
> (basically outputs html of our "network status") around line 14 of the
> main WebRT/html/index.html?

My Mason knowledge is limited to what I've guessed from reading 'RT'
files, but I'd expect something like this to work:

  <% qx[/usr/local/bin/network-status-html] %>

> 4) Has anyone written a scrip that will email the ticket
>    owner if a ticket is created via the web (by someone else),
>    to let them know they have a ticket waiting?

Just configure the default conditions and actions:

  OnCreate NotifyOwner with Template Creation

> 5) Is there a scrip that can email all queue members (users
>    with permission to the queue) upon a ticket created via email?
>    (Similar to rt1 operation.)

  OnCreate NotifyAdminCcs with Template Creation
  OnCreate Ccs with Template Creation

> 2) Displaying children tickets directly under the parent ticket on the
>    search and/or home screens (ticket summaries.)

This (or something similar to it) is near the top of our to-do list.
I'll let you know how we get on.

> 3) Ability to automatically comment/reply/resolve ALL children tickets
>    within the parent ticket?  Could this be done with a scrip?

We're planning on using the bulk update ('Update all these tickets at
once') script for this -- we just need to populate a search result set
with the children of a given parent so that'll work.

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From sven.sternberger at desy.de  Mon Aug 19 07:14:03 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 19 Aug 2002 13:14:03 +0200
Subject: [rt-users] Relationsip  automatism!
Message-ID: <1029755643.15017.7.camel@zitpcx3298>

Hello!

and again there is a mystic feature :-) Is there any place
where I can find the explanation, what the ticket relationship
operate.

For example:
If there a two tickets with a "refer"- relationship and there
is correspondence added to the "target" ticket, will the
mail also go to the requester and cc of the "Source" ticket (the
ticket under "Referred to by")

bye!

-- 
Sven Sternberger                     Tel.: +49 (0) 40 8998 4397
Desy                                 Email: sven.sternberger at desy.de
Notkestr. 85
D-22607 Hamburg




From azeez at softsi.com  Mon Aug 19 10:28:50 2002
From: azeez at softsi.com (azeez at softsi.com)
Date: Mon, 19 Aug 2002 14:28:50 UT
Subject: [rt-users] Mason Error while creating new Queues.
Message-ID: <200208191428.OAA30006@www1109.verio-web.com>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020819/aec96118/attachment.ksh>

From rich+rt at lafferty.ca  Mon Aug 19 11:12:07 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Mon, 19 Aug 2002 11:12:07 -0400
Subject: [rt-users] Mason Error while creating new Queues.
In-Reply-To: <200208191428.OAA30006@www1109.verio-web.com>; from azeez@softsi.com on Mon, Aug 19, 2002 at 02:28:50PM +0000
References: <200208191428.OAA30006@www1109.verio-web.com>
Message-ID: <20020819111207.A566@lafferty.ca>

On Mon, Aug 19, 2002 at 02:28:50PM +0000, azeez at softsi.com <azeez at softsi.com> wrote:
>  
> I am new to RT. I just finished RT (2-0-14) installation on Red Hat
> 7.2. After the installation I managed to create some new users. But
> when I try to create new Queue, I am getting the following error
> message. Any help guidance in resolving this error will be highly
> appreciated.
> 
> Mason error
> error in file:   /usr/lib/perl5/5.6.0/Carp/Heavy.pm
>  
> line 79:  Bizarre copy of HASH in aassign

Upgrade to perl 5.6.1 (or even 5.8.0, but I haven't tried 5.8.0 yet);
perl 5.6.0 was a bit of a paper-bag release.

Cheers,

  -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 neil.bingham at pace.co.uk  Mon Aug 19 12:25:21 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: Mon, 19 Aug 2002 17:25:21 +0100
Subject: [rt-users] WebExternalAuth performance
Message-ID: <54045BFDAD47D5118A850002A5095CC30127A776@exchange1.cam.pace.co.uk>

Hi,

I've been experimenting with the WebExternalAuth in RT and have noticed
something a little odd.

We are using an external authentication program for all our Apache
authentication by using mod_auth_external.  What I have noticed is that
since switching RT to using WebExternalAuth my external auth program is
called every time a URL is requested from RT.  This is posing a serious
performance overhead as the auth lookup takes several seconds.

Is there no way to plug in an external authenticator program into RT and
then take advantage of its cookies for performance reasons?

Neil.



From bill at daze.net  Mon Aug 19 12:32:07 2002
From: bill at daze.net (bill at daze.net)
Date: Mon, 19 Aug 2002 09:32:07 -0700 (PDT)
Subject: [rt-users] WebExternalAuth performance
In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A776@exchange1.cam.pace.co.uk>
Message-ID: <Pine.BSI.4.20.0208190930200.26155-100000@force.daze.net>

> I've been experimenting with the WebExternalAuth in RT and have noticed
> something a little odd.
> 
> We are using an external authentication program for all our Apache
> authentication by using mod_auth_external.  What I have noticed is that
> since switching RT to using WebExternalAuth my external auth program is
> called every time a URL is requested from RT.  This is posing a serious
> performance overhead as the auth lookup takes several seconds.

I believe that the *web browser* is making those requests each time it
loads a page in the directory tree where you have auth defined in apache.




From jp at oppipoika.net  Mon Aug 19 13:08:21 2002
From: jp at oppipoika.net (Janne Pirkkanen)
Date: Mon, 19 Aug 2002 20:08:21 +0300
Subject: [rt-users] rt2stats - patch
Message-ID: <1029776901.3d6126051ae19@ssl.nebula.fi>

Hi,

We are in need of statistics package and I'm interested in helping 
with it. Do you have it somewhere available?

Janne
jp at oppipoika.net

> maybe we can work on that topic together, cause I already made a 
statistics package, which integrates in our local extended RT2 
Version. The only thing that it has in common with the rt2stats 
Package is, that i have stolen some of the ideas. What I have at the 
moment is:
> 
> - Integration into the menues
> - Select start and end dates from a clickable calender
> - Export data to excel
> - Reports (from rt2stats) + keywords, no keywords, number of 
resolve transactions, etc.
> 
> Julian
> 
> --
> Julian Hein                   NETWAYS GmbH
> Managing Director             Deutschherrnstr. 47a
> Fon.0911/92885-0              D-90429 N?rnberg
> Fax.0911/92885-31                                        
> jhein at netways.de              www.netways.de    
> 
> _______________________________________________
> 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 bruce_campbell at ripe.net  Mon Aug 19 13:13:32 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 19 Aug 2002 19:13:32 +0200 (CEST)
Subject: [rt-users] Strange Install Problem
In-Reply-To: <20020719222302.GD479@luggage>
Message-ID: <Pine.LNX.4.44.0208191909340.28617-100000@x22.ripe.net>

On Sat, 20 Jul 2002, Phil Homewood wrote:

> Blackstone, J. David wrote:
> >   It's in the FAQ, although not easy to spot unless you've got the error
> > right in front of you.  Wouldn't hurt to have a note about what versions of
> > HTML::Mason work right there in the dependencies section, at least until rt
> > is patched to work with the latest version.
>
> The next release (2.0.14) already does have support for HTML::Mason 1.1x.

A note about how to have a local version of HTML::Mason (1.05) for RT
versions < 2.0.14 is now in RT/FM.

( Someone asked for an upgraded version of HTML::Mason in our global
  installation some weeks ago, and today after restarting the RT httpd
  (mysql race condition, feh), the dreaded $m problem hit me. )

Jesse, webmux.pl needs to have the 'use lib' lines shifted above the 'use
HTML::Mason' lines to keep those with large local lib installations happy
;)

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From darren at boston.com  Mon Aug 19 13:13:00 2002
From: darren at boston.com (darren chamberlain)
Date: Mon, 19 Aug 2002 13:13:00 -0400
Subject: [rt-users] WebExternalAuth performance
In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A776@exchange1.cam.pace.co.uk>
References: <54045BFDAD47D5118A850002A5095CC30127A776@exchange1.cam.pace.co.uk>
Message-ID: <20020819171300.GD26236@boston.com>

* Neil Bingham <neil.bingham at pace.co.uk> [2002-08-19 12:28]:
> We are using an external authentication program for all our Apache
> authentication by using mod_auth_external.  What I have noticed is
> that since switching RT to using WebExternalAuth my external auth
> program is called every time a URL is requested from RT.  This is
> posing a serious performance overhead as the auth lookup takes several
> seconds.

This is the correct behavior; because the web is stateless, every
transaction (i.e., every page load) has to be authenticated.  RT's
regular auth mechanism is fast; it's just a db lookup, many of which
happen for each request using cached database connections.

If the speed of the external lookups is a problem, you will need to
create a small app that sits between the server that needs the
authentication (the one running RT) and the piece doing the
authenticating, that can do credentials-caching.

This might be one of those problems that can be solved by throwing
hardware at it, though.

(darren)

-- 
Eternal nothingness is fine if you happen to be dressed for it.
    -- Woody Allen



From nevans at fedex.com  Mon Aug 19 13:41:57 2002
From: nevans at fedex.com (Nathan Evans)
Date: Mon, 19 Aug 2002 11:41:57 -0600
Subject: [rt-users] Vacation reassignment
Message-ID: <00a601c247a7$b70035b0$c51051c7@ORB>

Is it possible to temporarily reassign tickets to the AdminCCs when the
ticket owner is away?
When the owner of a ticket is away, the rest of the Admins of that queue
don't see the updates.  So they sit until the owner returns...


I think a scrip something like:
On transaction where owner is <person on vacation>, notify AdminCCs,
Template Away_transaction

Thanks!




From alan at linerate.net  Mon Aug 19 13:57:21 2002
From: alan at linerate.net (Alan Sawyer)
Date: Tue, 20 Aug 2002 03:57:21 +1000 (EST)
Subject: [rt-users] problems with 2.0.14 Debian package
In-Reply-To: <20020818223857.GD433@thefinalword.org.uk>
Message-ID: <Pine.LNX.4.33.0208200356500.11401-100000@web.satlink.com.au>

If this is your first time why not use:
http://packages.debian.org/unstable/misc/request-tracker.html

The 2.0.13 package in unstable/misc?


Alan



On Sun, 18 Aug 2002, Geoff Richards wrote:

> Hi, I've had a go at using the Debian package rt_2.0.14_test.deb
> but have had some problems with the Apache configuration.
> I've never installed RT before, so I don't know how things are
> set up in non-Debian installations.
>
> Here are some notes on specific files:
>
> /usr/share/doc/request-tracker/README.gz
>    ...has an example Apache configuration which refers to 'webmux.pl',
>    which appears to have been renamed to 'modperl-handler.pl'.
>
> /usr/share/doc/request-tracker/examples/apache.conf
>    ...an alternative Apache conf, but this doesn't 'require' a startup
>    script, so Apache has no idea where to find the Perl modules.
>
> /usr/lib/request-tracker/bin/modperl-handler.pl
>    ...tries to 'use' config.pm, which is OK, but...
>
> /usr/lib/request-tracker/perl/RT/Mason.pm
>    ...tries to 'use' RT/Config.pm, which doesn't exist.
>
>
> I've currently got this in the Apache conf, which doesn't work
> because of the missing RT/Config.pm:
>
>
> <VirtualHost *>
>    ServerName rt.thefinalword.org.uk
>    ServerAlias rt
>    DocumentRoot /usr/share/request-tracker/WebRT/html
>
>    PerlRequire /usr/lib/request-tracker/bin/modperl-handler.pl
>
>    PerlModule Apache::DBI
>    PerlModule RT::Mason
>
>    <Location />
>       SetHandler perl-script
>       PerlHandler RT::Mason
>    </Location>
>
> </VirtualHost>
>
>
> Any suggestions appreciated.
>
>    cheers,
>       Qef
>
>




From bruce_campbell at ripe.net  Mon Aug 19 13:54:30 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 19 Aug 2002 19:54:30 +0200 (CEST)
Subject: [rt-users] Vacation reassignment
In-Reply-To: <00a601c247a7$b70035b0$c51051c7@ORB>
Message-ID: <Pine.LNX.4.44.0208191951110.28617-100000@x22.ripe.net>

On Mon, 19 Aug 2002, Nathan Evans wrote:

> Is it possible to temporarily reassign tickets to the AdminCCs when the
> ticket owner is away?
> When the owner of a ticket is away, the rest of the Admins of that queue
> don't see the updates.  So they sit until the owner returns...
>
> I think a scrip something like:
> On transaction where owner is <person on vacation>, notify AdminCCs,
> Template Away_transaction

Defined '<person on vacation>', as in, how does RT 'know' that the person
is away on vacation ?

For our instance (note, musings, not implemented), we have a company-wide
store of timeouts, which I guess I could point an RT Scrip at to find out
whether a given AdminCc is out of the office for an extended period.  For
other companies, it might be as simple as 'cat ~user/.forward | grep
vacation'.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From grant at pico.apple.com  Mon Aug 19 14:23:24 2002
From: grant at pico.apple.com (Grant Miller)
Date: Mon, 19 Aug 2002 11:23:24 -0700
Subject: [rt-users] Vacation reassignment
In-Reply-To: <Pine.LNX.4.44.0208191951110.28617-100000@x22.ripe.net>
References: <00a601c247a7$b70035b0$c51051c7@ORB> <Pine.LNX.4.44.0208191951110.28617-100000@x22.ripe.net>
Message-ID: <20020819182324.GE29231@pico.apple.com>

On Mon, Aug 19, 2002 at 07:54:30PM +0200, Bruce Campbell wrote:
> On Mon, 19 Aug 2002, Nathan Evans wrote:
> 
> > Is it possible to temporarily reassign tickets to the AdminCCs when the
> > ticket owner is away?
> > When the owner of a ticket is away, the rest of the Admins of that queue
> > don't see the updates.  So they sit until the owner returns...
> >
> > I think a scrip something like:
> > On transaction where owner is <person on vacation>, notify AdminCCs,
> > Template Away_transaction
> 
> Defined '<person on vacation>', as in, how does RT 'know' that the person
> is away on vacation ?
> 

I think a checkbox "On Vacation" in the /Admin/Users/Modify.html page would 
be a way to let RT know.  Then you would have to add a row to the Users table
to store that information.



-Grant Miller    grant at pico.apple.com    

 Unix Systems Admin, Engineering Computer Services, Apple Computer



From McCoolS at darden.virginia.edu  Mon Aug 19 15:20:38 2002
From: McCoolS at darden.virginia.edu (McCool, Scott)
Date: Mon, 19 Aug 2002 15:20:38 -0400
Subject: [rt-users] Problem installing RT -- Mason related?
Message-ID: <30CB8CB643F9FD4194F40ED2C5292D88626D5D@mail.darden.virginia.edu>

Greetings all,

I'm trying to get rt-2.0.14 installed on a linux server.

I've followed the RT/FM installation guide, but am stuck trying to get
anything to work through the web.

Any time I try to hit the RT2 pages, Apache dumps the following to it's
error_log:

[warn] [Mason] Cannot resolve file to component:
/usr/local/apache/htdocs/rt2 (is file outside component root?)


Can anyone help me?  Any pointers on where I can find more information?
Thank you in advance!  Configuration in my environment is below.



-Scott



Here are the relevent settings in my setup (as far as I know, though
obviously there's _something_ wrong (: )




Apache's httpd.conf:

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


(I'm not sure if this is everything related to RT that I need or not, my
goal here is to have all the RT url's under http://hostname/rt2 )





Apache's conf/mason.conf:

PerlSetVar MasonCompRoot "/usr/local/rt2/WebRT/html"
PerlSetVar MsonDataDir "/usr/local/apache/mason"
PerlModule HTML::Mason::ApacheHandler

<Directory "/usr/local/rt2/WebRT/html">
	<FilesMatch "(\.html)$">
	SetHandler perl-script
	PerlHandler HTML::Mason::ApacheHandler
	</FilesMatch>
</Directory>








Etc/config.pm (entire file, hope it isn't too mangled):



# $Header: /raid/cvsroot/rt/etc/config.pm,v 1.18 2002/07/13 04:00:53
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="gbus.virginia.edu";

# 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 = "gbus.virginia.edu";

# $user_passwd_min defines the minimum length for user passwords.
Setting # it to 0 disables this check $MinimumPasswordLength = "5";

# $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/rt2/logs";

# }}}

# {{{ 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='rt_user';

# Password the DatabaseUser should use to access the database 
$DatabasePassword='SNIPPED';


# 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 = 'root';

# 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.

sub IsRTAddress {
    my $address = shift;

    # 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 $email = shift;
    # Example: the following rule would treat all email
    # coming from a subdomain as coming from second level domain
    # foo.com
    #$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='RT::CorrespondAddress.not.set';

$CommentAddress='RT::CommentAddress.not.set';


#Sendmail Configuration

# $MailCommand defines which method RT will use to try to send mail # We
know that 'sendmailpipe' works fairly well. # If 'sendmailpipe' doesn't
work well for you, try 'sendmail' 
#
# Note that you should remove the '-t' from $SendmailArguments 
# if you use 'sendmail rather than 'sendmailpipe'

$MailCommand = 'sendmailpipe';

# $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 -t";

# These arguments are good for sendmail brand sendmail 8 and newer
#$SendmailArguments="-oi -t -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.<pid>.<user> $LogToFileNamed = "$LogDir/rt.log".$<; #log to
rt.log.user;

# }}}

# {{{ 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://RT::WebBaseURL.not.configured:80";

$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/rt2/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/rt2/local/WebRT/html";

# $MasonDataDir Where mason keeps its datafiles
# (this should be autoconfigured during 'make install' or 'make
upgrade')

$MasonDataDir = "/usr/local/rt2/WebRT/data";

# RT needs to put session data (for preserving state between connections
# via the web interface) $MasonSessionDir =
"/usr/local/rt2/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 billp at wjp.net  Mon Aug 19 15:39:04 2002
From: billp at wjp.net (billp)
Date: Mon, 19 Aug 2002 12:39:04 -0700
Subject: [rt-users] New rt2 install- customization questions 
Message-ID: <20020819123904.R27155@nigel.wjp.net>

> On Wednesday billp wrote:
> 
> > 3) I don't know mason.  Is there a way to execute a shell script
> > (basically outputs html of our "network status") around line 14 of the
> > main WebRT/html/index.html?
> 
> My Mason knowledge is limited to what I've guessed from reading 'RT'
> files, but I'd expect something like this to work:
> 
>   <% qx[/usr/local/bin/network-status-html] %>

That actually inserts only the first line of the output of my script,
with all the <'s and >'s escaped properly so they actually display.
I am going to keep trying to play with this, thanks for the pointer.

> > 5) Is there a scrip that can email all queue members (users
> >    with permission to the queue) upon a ticket created via email?
> >    (Similar to rt1 operation.)
> 
>   OnCreate NotifyAdminCcs with Template Creation
>   OnCreate Ccs with Template Creation

This only seems to work if I put specific Ccs or AdminCcs in the
ticket.  I want it to mail all queue members for that particular
queue, like rt1 does.

> > 2) Displaying children tickets directly under the parent ticket on the
> >    search and/or home screens (ticket summaries.)
> 
> This (or something similar to it) is near the top of our to-do list.
> I'll let you know how we get on.

great, thanks!

thanks for all the other info too.

bill




From jamyles at mtu.edu  Mon Aug 19 15:43:09 2002
From: jamyles at mtu.edu (Joshua Myles)
Date: Mon, 19 Aug 2002 15:43:09 -0400 (EDT)
Subject: [rt-users] Convert from ReqNG to RT 2
Message-ID: <Pine.GSO.4.44.0208191540160.2713-100000@dev.ice.mtu.edu>

We have just over 10,000 requests in ReqNG which we'd like to import to our
RT installation (2.0.13). I've looked at reqtort and req2rt, but these
appear to only work with RT 1.x installations. Any solutions or suggestions?

Thanks,

Josh




From cgilmore at tivoli.com  Mon Aug 19 15:59:34 2002
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Mon, 19 Aug 2002 14:59:34 -0500
Subject: [rt-users] WebExternalAuth performance
In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A776@exchange1.cam.pace.co.uk>
Message-ID: <001f01c247ba$f0e4c990$69285492@tivoli.com>

You'll want to use a caching mechanism around your external auth mechanism.
For instance, I use a combination of Apache::AuthenCache with
Apache::AuthenLDAP.

Thanks,
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 Neil Bingham
> Sent: Monday, August 19, 2002 11:25 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] WebExternalAuth performance
>
>
> Hi,
>
> I've been experimenting with the WebExternalAuth in RT and
> have noticed
> something a little odd.
>
> We are using an external authentication program for all our Apache
> authentication by using mod_auth_external.  What I have
> noticed is that
> since switching RT to using WebExternalAuth my external auth
> program is
> called every time a URL is requested from RT.  This is posing
> a serious
> performance overhead as the auth lookup takes several seconds.
>
> Is there no way to plug in an external authenticator program
> into RT and
> then take advantage of its cookies for performance reasons?
>
> Neil.
>
> _______________________________________________
> 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 smylers at gbdirect.co.uk  Mon Aug 19 16:03:33 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Mon, 19 Aug 2002 21:03:33 +0100 (BST)
Subject: [rt-users] New rt2 install- customization questions 
In-Reply-To: <20020819123904.R27155@nigel.wjp.net>
Message-ID: <Pine.LNX.4.44.0208192059040.5774-100000@tiger.gbdirect.co.uk>

billp wrote:

> [Smylers wrote:]
>
> >
> >   <% qx[/usr/local/bin/network-status-html] %>
>
> That actually inserts only the first line of the output of my script,

Does this help?

  <% scalar qx[/usr/local/bin/network-status-html] %>

The qx// operator returns each line of its output as separate list
elements in list context but concatenates them into a single string in
scalar context.  For example, try each of these at a Unix command-line:

  % perl -wle 'print((`w`)[0])'
  % perl -wle 'print((scalar `w`)[0])'

> >   OnCreate NotifyAdminCcs with Template Creation
> >   OnCreate Ccs with Template Creation
>
> This only seems to work if I put specific Ccs or AdminCcs in the
> ticket.

It also works if you assign CCs and admin CCs for the queue.  At least,
it definitely does here.

Smylers
-- 
GBdirect
http://www.gbdirect.co.uk/




From bruce_campbell at ripe.net  Mon Aug 19 16:34:47 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 19 Aug 2002 22:34:47 +0200 (CEST)
Subject: [rt-users] Convert from ReqNG to RT 2
In-Reply-To: <Pine.GSO.4.44.0208191540160.2713-100000@dev.ice.mtu.edu>
Message-ID: <Pine.LNX.4.44.0208192224340.32315-100000@x22.ripe.net>

On Mon, 19 Aug 2002, Joshua Myles wrote:

> We have just over 10,000 requests in ReqNG which we'd like to import to our
> RT installation (2.0.13). I've looked at reqtort and req2rt, but these
> appear to only work with RT 1.x installations. Any solutions or suggestions?

With plain boring req, req_to_rt2
(<plug>http://www.amsterdamned.org/~bc/rt/</plug>) 'mostly' works.  It
does do some 'Not Right' stuff, mainly in managing to create requestors
with ',' in the names, but we haven't noticed too many hanging issues
after converting ~40,000 tickets to RT2.

This may or may not help.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security





From paul at goracke.org  Mon Aug 19 17:07:50 2002
From: paul at goracke.org (Paul Goracke)
Date: Mon, 19 Aug 2002 14:07:50 -0700
Subject: [rt-users] Problem installing RT -- Mason related?
References: <30CB8CB643F9FD4194F40ED2C5292D88626D5D@mail.darden.virginia.edu>
Message-ID: <3D615E26.6020800@goracke.org>

McCool, Scott wrote:

> (I'm not sure if this is everything related to RT that I need or not, my
> goal here is to have all the RT url's under http://hostname/rt2 )

You need to change the following in config.pm:

> $WebPath = "";

Should be '$WebPath = "/rt2";'

> $WebBaseURL = "http://RT::WebBaseURL.not.configured:80";

Should be '$WebBaseURL = "http://hostname";'

Disclaimer: These are the most obvious changes I see--I may not have 
caught them all. :^)

pg




From mrcpu at internetcds.com  Mon Aug 19 19:42:22 2002
From: mrcpu at internetcds.com (Jaye Mathisen)
Date: Mon, 19 Aug 2002 16:42:22 -0700
Subject: [rt-users] Help... Lost my Attachments.
Message-ID: <20020819164222.C95726@backmaster.cdsnet.net>

No idea what could be wrong, or how to fix it.

FreeBSD 4.6, mysql 3.23.51, rt 2.0.13


RT was humming along just fine, or at least it seemed
to be.  Had to reboot the server.  

Comes back up, RT displays the transactions fine, but the
ticket bodies are gone.  New tickets create, the data
appears in the attachment table, but no display.

mysiamchk doesn't give me any errors on the tables, and
the data is most definitely in the Attachments table.

I restored a day old database just to make sure that
was created with mysqlhotcopy, and it's doing the exact
same thing, except that of course, the highest ticket 
is less that the current one.

There are no error message in the httpd-error log
file, nor anything in the /var/log/rt directory.

Of course, 10k of tickets are in here, so I"m a bit anxious...





From bruce_campbell at ripe.net  Tue Aug 20 02:46:45 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 20 Aug 2002 08:46:45 +0200 (CEST)
Subject: [rt-users] Help... Lost my Attachments.
In-Reply-To: <20020819164222.C95726@backmaster.cdsnet.net>
Message-ID: <Pine.LNX.4.44.0208200840300.15649-100000@x22.ripe.net>

On Mon, 19 Aug 2002, Jaye Mathisen wrote:

> No idea what could be wrong, or how to fix it.
>
> FreeBSD 4.6, mysql 3.23.51, rt 2.0.13
>
> RT was humming along just fine, or at least it seemed
> to be.  Had to reboot the server.
>
> Comes back up, RT displays the transactions fine, but the
> ticket bodies are gone.  New tickets create, the data
> appears in the attachment table, but no display.

Displaying of data from the attachments table depends on the MIME::Base64
module.  Are you certain that this is still installed and readable by the
RT user(s)?

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From neil.bingham at pace.co.uk  Tue Aug 20 04:45:01 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: Tue, 20 Aug 2002 09:45:01 +0100
Subject: [rt-users] WebExternalAuth performance
Message-ID: <54045BFDAD47D5118A850002A5095CC30127A77F@exchange1.cam.pace.co.uk>

Christian Gilmore wrote:
> You'll want to use a caching mechanism around your external auth
> mechanism. For instance, I use a combination of Apache::AuthenCache
> with Apache::AuthenLDAP. 

I see from the net that you wrote Apache::AuthenLDAP.  I'm actually doing
LDAP auth, but we are using an Exchange 5.5 server to retrieve the data, and
mod_auth_ldap couldn't talk to it.  In the end we resorted to
mod_auth_external and wrote a script around Net::LDAP to do it.

As our LDAP server is 170 miles away up a frame relay link the overhead of
invoking mod_auth_external and then doing the lookup is what causes our
delay.

I'll investigate later...

Thanks,

Neil.

-- 
Neil Bingham, Software Team Leader, Engineering Tools Group.
Pace Micro Technology plc                   Tel: +44 (0) 1223 518574
645 Newmarket Road,                         Fax: +44 (0) 1223 518526
Cambridge, United Kingdom, CB5 8PB          WWW: http://www.pace.co.uk/



From bruce_campbell at ripe.net  Tue Aug 20 05:24:10 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 20 Aug 2002 11:24:10 +0200 (CEST)
Subject: [rt-users] Re: WSF Migration [T20020820007D]
In-Reply-To: <20020820051655.98ae501e387741e783deeba9ed7e061a.in@exchange1.bizland-inc.com>
Message-ID: <Pine.LNX.4.44.0208201120540.15649-100000@x22.ripe.net>

On Tue, 20 Aug 2002 WSFSupport1 at BizLand-Inc.com wrote:

> Date: Tue, 20 Aug 2002 09:02:37 GMT
> From: WSFSupport1 at BizLand-Inc.com
> To: bruce_campbell at ripe.net
> Subject: WSF Migration [T20020820007D]
>
> We received your message on 8/20/02 at 5:02:37 AM regarding your e-mail
> titled: Re: [rt-users] Help... Lost my Attachments.. Your message has
> been assigned a tracking number of T20020820007D. Should you need to
> contact us regarding your original message, please refer to this
> tracking number.

Please do not subscribe ticketing systems with auto-replies enabled to
mailing lists.  It is extremely irritating to receive such mails.

Please either switch off the auto-reply, or subscribe under a different
address.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From pathar at dc.luth.se  Tue Aug 20 05:41:46 2002
From: pathar at dc.luth.se (Patrick Harlin)
Date: Tue, 20 Aug 2002 11:41:46 +0200
Subject: [rt-users] Reply with all comments in history.....
Message-ID: <200208200941.g7K9fwrd020990@samson.dc.luth.se>

Hi,

I wonder if anyone have a clue how to send a reply containing all of the 
comments in the hostory of the ticket ?

/Cheers,

Patrick




From pathar at dc.luth.se  Tue Aug 20 05:45:26 2002
From: pathar at dc.luth.se (Patrick Harlin)
Date: Tue, 20 Aug 2002 11:45:26 +0200
Subject: [rt-users] Search on only Subject fails....
Message-ID: <200208200945.g7K9jcrd021579@samson.dc.luth.se>

Hi,

If I try to do a search on a string on the subject of a case. Then the search 
fail. I have f.e. tried to search on the string "test", and the subject of one 
of my testtickets are "test". If I also add the queue and owner to my search 
criteria then it matches the "test" ticket. But should I not be able to just 
search on the subject ? I am running RT2.0.14 on Solaris.

/Cheers,

Patrick 




From rehan at nha.co.za  Tue Aug 20 06:35:20 2002
From: rehan at nha.co.za (Rehan van der Merwe)
Date: Tue, 20 Aug 2002 12:35:20 +0200
Subject: [rt-users] When an owner is "out of office"
Message-ID: <FD2EC577E876CA418D08460A64646FBD0173227B@titan.nha.co.za>

Hi everyone,

Hopefully someone has put some brain into this before and can suggest how to solve it.

Has anyone found an efficient way of dealing with owners being on leave/away for extended periods.  I want to avoid tickets just lying there for a week or two and the requestor wondering what's going on.

One way would be for the owner to reply to each ticket to send a message to the requester that he will be away for some time.  Another way would be to somehow set the owner's profile as away, but that would involve database changes, thus possibly deviating too far of the standard RT.

How do you address this problem?  Add ticket watchers, maybe.  Queue watchers would probably be more appropriate, but that person will be swamped with the masses of mail to check.  Has anyone made helpful changes to RT that could help solve this?

Regards,

Rehan van der Merwe
Neil Harvey & Associates (Pty) Ltd
http://www.nha.co.za
rehan at nha.co.za
Tel:  +27 21 9504424
Fax: +27 21 9505424




From cdevers at boston.com  Tue Aug 20 08:35:35 2002
From: cdevers at boston.com (Chris Devers)
Date: Tue, 20 Aug 2002 08:35:35 -0400 (EDT)
Subject: [rt-users] Reply with all comments in history.....
In-Reply-To: <200208200941.g7K9fwrd020990@samson.dc.luth.se>
Message-ID: <Pine.OSX.4.44.0208200832500.10612-100000@devers.homeip.net>

On Tue, 20 Aug 2002, Patrick Harlin wrote:

> I wonder if anyone have a clue how to send a reply containing all of the
> comments in the hostory of the ticket ?

Get all your users to switch to Outlook or Notes?

(Personally I'd like a solution that goes the other way -- if RT records
all the history, it doesn't need to be in each email. I suppose doing a
multipart MIME digest would be a reasonable [if complex] compromise...)


-- 
Chris Devers




From bruce_campbell at ripe.net  Tue Aug 20 08:58:18 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 20 Aug 2002 14:58:18 +0200 (CEST)
Subject: [rt-users] Vacation (holiday) reassignment
In-Reply-To: <20020819182324.GE29231@pico.apple.com>
Message-ID: <Pine.LNX.4.44.0208201439341.7019-100000@x22.ripe.net>

On Mon, 19 Aug 2002, Grant Miller wrote:
> On Mon, Aug 19, 2002 at 07:54:30PM +0200, Bruce Campbell wrote:
> > On Mon, 19 Aug 2002, Nathan Evans wrote:
> >
> > > Is it possible to temporarily reassign tickets to the AdminCCs when the
> > > ticket owner is away?
> > > I think a scrip something like:
> > > On transaction where owner is <person on vacation>, notify AdminCCs,
> > > Template Away_transaction
> >
> > Defined '<person on vacation>', as in, how does RT 'know' that the person
> > is away on vacation ?
>
> I think a checkbox "On Vacation" in the /Admin/Users/Modify.html page would
> be a way to let RT know.  Then you would have to add a row to the Users table
> to store that information.

Possibly an easier thing would be to use the Privileged column, with a
value of '2' indicating that they are away on holidays.  This thus
requires no schema changes.

Personally I think that this is a per-site policy issue, where either all
AdminCcs get all of the correspondence (thus is someone is away and the
requestor wonders whats going on, someone else will notice), or the
AdminCc who is going away must re-assign their tickets before going on
holidays.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security

  As a side note, a 'vacation' is used incorrectly in American-English to
  refer to both the interval of time in which someone is away, and what a
  person does in that period of time, eg: 'I had a vacation at the Grand
  Canyon'.

  Of course, the more appropriate term for the latter is a 'holiday', in
  both its festival/cheerful, and occurring rarely definitions (especially
  with America's standard two weeks per year).  Thus, 'During my vacation
  time, I had a holiday at the Grand Canyon'.

  Personally during some of my six weeks holiday time, I'll be going to
  some nice Greek islands.




From McCoolS at darden.virginia.edu  Tue Aug 20 08:58:37 2002
From: McCoolS at darden.virginia.edu (McCool, Scott)
Date: Tue, 20 Aug 2002 08:58:37 -0400
Subject: [rt-users] Problem installing RT -- Mason related?
Message-ID: <30CB8CB643F9FD4194F40ED2C5292D889BAD0E@mail.darden.virginia.edu>

Thanks, Paul!

The problem turned out to be a combination of those two things (I'd
actually changed them later in the afternoon after sending my original
email), and the fact that the URL I was using was "http://hostname/rt2",
while my alias in httpd.conf was for "/rt2/".

With the config file changes Paul suggested, and the "correct" URL
(http://hostname/rt2/) I can get to the web interface.

Thanks all!

-Scott



-----Original Message-----
From: Paul Goracke [mailto:paul at goracke.org] 
Sent: Monday, August 19, 2002 5:08 PM
To: McCool, Scott
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Problem installing RT -- Mason related?


McCool, Scott wrote:

> (I'm not sure if this is everything related to RT that I need or not, 
> my goal here is to have all the RT url's under http://hostname/rt2 )

You need to change the following in config.pm:

> $WebPath = "";

Should be '$WebPath = "/rt2";'

> $WebBaseURL = "http://RT::WebBaseURL.not.configured:80";

Should be '$WebBaseURL = "http://hostname";'

Disclaimer: These are the most obvious changes I see--I may not have 
caught them all. :^)

pg




From darren at boston.com  Tue Aug 20 09:37:44 2002
From: darren at boston.com (darren chamberlain)
Date: Tue, 20 Aug 2002 09:37:44 -0400
Subject: [rt-users] Reply with all comments in history.....
In-Reply-To: <200208200941.g7K9fwrd020990@samson.dc.luth.se>
References: <200208200941.g7K9fwrd020990@samson.dc.luth.se>
Message-ID: <20020820133744.GG25951@boston.com>

* Patrick Harlin <pathar at dc.luth.se> [2002-08-20 05:43]:
> I wonder if anyone have a clue how to send a reply containing all of
> the comments in the hostory of the ticket ?

Getting all the transactions for a ticket is pretty simple; take a look
at ShowHistory and ShowTransaction in WebRT/html/Tickets/Elements to get
started.  This will list all comments attached to ticket $Id:

 (my $Ticket = RT::Ticket->new($session{'CurrentUser'}))->Load($Id);
  my $Transactions = $Ticket->Transactions

  while (my $Transaction = $Transactions->Next) {
      next unless $Transaction->Type eq 'Comment';

      printf "Subject: %s", $Transaction->Subject;

      my $Attachments = $Transaction->Attachments;
      $Attachments->GotoFirstItem;

      while (my $attachment = $Attachments->Next) {
          printf "Content:\n%s\n", $attachment->Content;
      }

      print "\n";   # separator, for good measure.
  }

Wrap that in the appropriate markup, and you've got a list of comments
on a ticket.

(darren)

-- 
OCCAM'S ERASER:
The philosophical principle that even the simplest solution is bound
to have something wrong with it.



From rehan at nha.co.za  Tue Aug 20 09:48:20 2002
From: rehan at nha.co.za (Rehan van der Merwe)
Date: Tue, 20 Aug 2002 15:48:20 +0200
Subject: [rt-users] When an owner is "out of office"
Message-ID: <FD2EC577E876CA418D08460A64646FBD0173227E@titan.nha.co.za>

My apologies - this query falls pretty much in line with Nathan Evans's "Vacation reassignment" - I missed that when I browsed the list.

Rehan

-----Original Message-----
From: Rehan van der Merwe 
Sent: Tuesday, August 20, 2002 12:35 PM
To: Rt-Users (E-mail)
Subject: [rt-users] When an owner is "out of office"


Hi everyone,

Hopefully someone has put some brain into this before and can suggest how to solve it.

Has anyone found an efficient way of dealing with owners being on leave/away for extended periods.  I want to avoid tickets just lying there for a week or two and the requestor wondering what's going on.

One way would be for the owner to reply to each ticket to send a message to the requester that he will be away for some time.  Another way would be to somehow set the owner's profile as away, but that would involve database changes, thus possibly deviating too far of the standard RT.

How do you address this problem?  Add ticket watchers, maybe.  Queue watchers would probably be more appropriate, but that person will be swamped with the masses of mail to check.  Has anyone made helpful changes to RT that could help solve this?

Regards,

Rehan van der Merwe
Neil Harvey & Associates (Pty) Ltd
http://www.nha.co.za
rehan at nha.co.za
Tel:  +27 21 9504424
Fax: +27 21 9505424


_______________________________________________
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 cgilmore at tivoli.com  Tue Aug 20 10:16:13 2002
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Tue, 20 Aug 2002 09:16:13 -0500
Subject: [rt-users] WebExternalAuth performance
In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A77F@exchange1.cam.pace.co.uk>
Message-ID: <000c01c24854$24bffd90$69285492@tivoli.com>

You could throw Cache::Cache around your external program that uses
Net::LDAP, effectively embedding the cache into your external auth package.

Thanks,
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 Neil Bingham
> Sent: Tuesday, August 20, 2002 3:45 AM
> To: rt-users at lists.fsck.com
> Subject: RE: [rt-users] WebExternalAuth performance
>
>
> Christian Gilmore wrote:
> > You'll want to use a caching mechanism around your external auth
> > mechanism. For instance, I use a combination of Apache::AuthenCache
> > with Apache::AuthenLDAP.
>
> I see from the net that you wrote Apache::AuthenLDAP.  I'm
> actually doing
> LDAP auth, but we are using an Exchange 5.5 server to
> retrieve the data, and
> mod_auth_ldap couldn't talk to it.  In the end we resorted to
> mod_auth_external and wrote a script around Net::LDAP to do it.
>
> As our LDAP server is 170 miles away up a frame relay link
> the overhead of
> invoking mod_auth_external and then doing the lookup is what
> causes our
> delay.
>
> I'll investigate later...
>
> Thanks,
>
> Neil.
>
> --
> Neil Bingham, Software Team Leader, Engineering Tools Group.
> Pace Micro Technology plc                   Tel: +44 (0) 1223 518574
> 645 Newmarket Road,                         Fax: +44 (0) 1223 518526
> Cambridge, United Kingdom, CB5 8PB          WWW:
http://www.pace.co.uk/

_______________________________________________
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 timwese at voicenet.com  Tue Aug 20 10:22:17 2002
From: timwese at voicenet.com (timuel)
Date: Tue, 20 Aug 2002 10:22:17 -0400
Subject: [rt-users] RT-Send-CC not working
Message-ID: <025d01c24854$ffc2bb80$de0167cf@voicenet.com>

Hello,

Using a fresh/vanilla RH7.3 install with RT 2.0.14 and apache statically
compiled with mod_perl and a combination of sendmail/fetchmail for
sending/receiving, oh yea, and also MySQL.

Here`s my scenario -- I send an email from "addressA at mydomain.com"  that goes
into an RT queue. When I reply to that ticket, I input "addressB at mydomain.com"
in either the Cc: OR the Bcc: of Update.html and send away without making any
other modifications. The browser rolls over to Display.html stating
"correspondence sent" and it correctly shows "RT-Send-CC: addressB at mydomain.com"
in the update. "addressA at mydomain.com" correctly receives the reply BUT the
headers say nothing about a Cc: field, then of course "addressB at mydomain.com"
never receives the carbon copy or blind carbon copy.

I`m using the following in my config.pm:
$MailCommand = 'sendmail';
$SendmailArguments="-oi";
$SendmailArguments="-oi -t -ODeliveryMode=b -OErrorMode=m";
(ALSO tried $SendmailArguments="-oi";)
$UseFriendlyToLine = 0;

I get no errors in any logs (no sendmail/RT/or syslog errors). I don`t know much
about the backend of RT as of yet and don`t really have the time right now so I
was hoping that somebody out there had a suggestion or two for me. Perhaps this
is a sendmail configuration issue?

Thanks!

--
timuel






From maren at leizaola.com  Tue Aug 20 02:36:36 2002
From: maren at leizaola.com (Maren S. Leizaola)
Date: Tue, 20 Aug 2002 14:36:36 +0800 (HKT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD0173227E@titan.nha.co.za>
Message-ID: <Pine.LNX.4.44.0208201419100.25427-100000@hades.leizaola.com>

Dear All,
	Much regretably I've had to pull RT2 out. For us even a machine
with 2 cpus, raid, 512MB RAMwith 5000 tickets in the database (99% of
which were closed) the system would take ages to refresh the display. As
it was costing us more on having to wait for the pages to refresh and do
maintenance on it than the time required of handlign all e-mail manually.
I think we are now in a much better position with our e-mail support
without using RT than with RT.

I know it easy to come into a mailing list and piss over someone elses
hard work, however I feel that RT is going has been going in the wrong
direction. Anyway I think the Jesse and everyone else is well aware of
this issue so why go on. Well do for what you have done even though it
is not very strong in the performance area.

I would really like to find some "light" ticketing system where the front
end is PHP based where deamons do not eat up 62MB of RAM or more...  I
don't need all the fancy stuff that RT2 has. A spec like RT1, with
atachments and being able to display chinese characters would be all we
need.

Can someone recommend something light and fast for a very small work
group.

Anyway cheers, I hope RT2 becomes usable in the future.

Maren.





From dave at toad.net  Tue Aug 20 10:47:25 2002
From: dave at toad.net (David C. Troy)
Date: Tue, 20 Aug 2002 10:47:25 -0400 (EDT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201419100.25427-100000@hades.leizaola.com>
Message-ID: <Pine.LNX.4.44.0208201036060.839-100000@beast.toad.net>

Maren,

You're on crack.  I've got a system with about 50,000 tickets in it and 
it runs very fast.

If you knew anything about the code, you'd know the bulk of the speed
issues derive from the backend database, not RT itself.  Perhaps you are
having issues there, or your database is not optimized.

Not to flame you, but that msg is the most ignorant comment about a piece 
of software I've seen in ages.

Admittedly, there are ways RT and the database backend could be
accelerated, but discuss those with knowledge of how algorithms and
systems actually work.  Look at the code, ask questions, and offer
suggestions, but don't complain about it.

Throwing hardware at the problem was probably your first mistake.  If a 2 
CPU, RAID, 512MB system is 'slow' then you've got serious problems.  If 
you had bothered to ask the list, you'd know that RT2 can run just fine on 
plain old single CPU/IDE systems.  I use a PIII 700 with IDE and over 
50,000 tickets and 30 users and it works great.

I'm sorry, but it's people like you who give IT professionals a bad name.  
Go to school or read a book and learn something about your profession.  
Til then, you'd probably be better off lurking humbly on maillists such as
these than displaying your ignorance with such panache.

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, 20 Aug 2002, Maren S. Leizaola wrote:

> 
> Dear All,
> 	Much regretably I've had to pull RT2 out. For us even a machine
> with 2 cpus, raid, 512MB RAMwith 5000 tickets in the database (99% of
> which were closed) the system would take ages to refresh the display. As
> it was costing us more on having to wait for the pages to refresh and do
> maintenance on it than the time required of handlign all e-mail manually.
> I think we are now in a much better position with our e-mail support
> without using RT than with RT.
> 
> I know it easy to come into a mailing list and piss over someone elses
> hard work, however I feel that RT is going has been going in the wrong
> direction. Anyway I think the Jesse and everyone else is well aware of
> this issue so why go on. Well do for what you have done even though it
> is not very strong in the performance area.
> 
> I would really like to find some "light" ticketing system where the front
> end is PHP based where deamons do not eat up 62MB of RAM or more...  I
> don't need all the fancy stuff that RT2 has. A spec like RT1, with
> atachments and being able to display chinese characters would be all we
> need.
> 
> Can someone recommend something light and fast for a very small work
> group.
> 
> Anyway cheers, I hope RT2 becomes usable in the future.
> 
> Maren.
> 
> 
> 
> _______________________________________________
> 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 rich+rt at lafferty.ca  Tue Aug 20 10:52:35 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 20 Aug 2002 10:52:35 -0400
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201419100.25427-100000@hades.leizaola.com>; from maren@leizaola.com on Tue, Aug 20, 2002 at 02:36:36PM +0800
References: <FD2EC577E876CA418D08460A64646FBD0173227E@titan.nha.co.za> <Pine.LNX.4.44.0208201419100.25427-100000@hades.leizaola.com>
Message-ID: <20020820105235.B13609@lafferty.ca>

On Tue, Aug 20, 2002 at 02:36:36PM +0800, Maren S. Leizaola <maren at leizaola.com> wrote:
> 
> Dear All,
> 	Much regretably I've had to pull RT2 out. For us even a machine
> with 2 cpus, raid, 512MB RAMwith 5000 tickets in the database (99% of
> which were closed) the system would take ages to refresh the display.

We've got a much smaller machine than that, with a similar number of
tickets, and response times in lynx (to get rid of rendering time) is
less than a second. It Ain't RT, and I doubt you'll find anything
sufficiently light to solve your actual problem, whatever it might be.

  -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 stock at cse.Buffalo.EDU  Tue Aug 20 10:58:15 2002
From: stock at cse.Buffalo.EDU (Matthew D Stock)
Date: Tue, 20 Aug 2002 10:58:15 -0400
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201419100.25427-100000@hades.leizaola.com>
References: <FD2EC577E876CA418D08460A64646FBD0173227E@titan.nha.co.za>
	<Pine.LNX.4.44.0208201419100.25427-100000@hades.leizaola.com>
Message-ID: <15714.22791.792587.300403@electra.cse.Buffalo.EDU>

Maren S. Leizaola writes:
 > 	Much regretably I've had to pull RT2 out. For us even a machine
 > with 2 cpus, raid, 512MB RAMwith 5000 tickets in the database (99% of
 > which were closed) the system would take ages to refresh the display. As
 > it was costing us more on having to wait for the pages to refresh and do
 > maintenance on it than the time required of handlign all e-mail manually.
 > I think we are now in a much better position with our e-mail support
 > without using RT than with RT.

I'm not sure, but it sounds like a configuration error.  I'm running an RT
instance with ~12000 tickets on a FreeBSD system with one Pentium II 330MHz
processor and about 400MB of memory.  The mysql database is running on the
same system, and I'm not having any serious performance problems.  Takes
about 3 seconds to pull up the home page, and about 8 seconds to bring up
the main display page for an average ticket.  We could improve things a
bit by using slightly less junk hardware, but it's been sufficient for now.

Can't help you with alternate ticketing systems, since all the other ones I
tried weren't usable.
  -Matt

-- 
Matthew D. Stock <stock at cse.buffalo.edu>
Director of Information Technology
Computer Science and Engineering, University at Buffalo



From maren at leizaola.com  Tue Aug 20 03:03:19 2002
From: maren at leizaola.com (Maren S. Leizaola)
Date: Tue, 20 Aug 2002 15:03:19 +0800 (HKT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201036060.839-100000@beast.toad.net>
Message-ID: <Pine.LNX.4.44.0208201454290.25427-100000@hades.leizaola.com>

On Tue, 20 Aug 2002, David C. Troy wrote:

>
> Maren,
>
> You're on crack.  I've got a system with about 50,000 tickets in it and
> it runs very fast.

I am glad for you, but I've not had the same experience...

> If you knew anything about the code, you'd know the bulk of the speed
> issues derive from the backend database, not RT itself.  Perhaps you are
> having issues there, or your database is not optimized.

Well I've optimized the tables when stuff has been deleted but other than
that I am using mysql default installation. A totally dedicated machine.

> Not to flame you, but that msg is the most ignorant comment about a piece
> of software I've seen in ages.
>

You are entitled to your opinion. However isn't it ignorant not to accept
that other people could be having and experience different to
yours using RT2?

> Admittedly, there are ways RT and the database backend could be
> accelerated, but discuss those with knowledge of how algorithms and
> systems actually work.  Look at the code, ask questions, and offer
> suggestions, but don't complain about it.

Well I shared my view I am off this list, I just want to know if anyone
can recommend something small and light, that's all, ideally PHP based.

> Throwing hardware at the problem was probably your first mistake.  If a 2
> CPU, RAID, 512MB system is 'slow' then you've got serious problems.  If
> you had bothered to ask the list, you'd know that RT2 can run just fine on
> plain old single CPU/IDE systems.  I use a PIII 700 with IDE and over
> 50,000 tickets and 30 users and it works great.

Well that is good for you. I do know of a company that has hired Jesse to
customise RT for their requirements and they also told me it is a complete
pig. As for throwing hardware at the problem, that is the hardware I had
but obviously one has to go with slower hardware to go faster?

> I'm sorry, but it's people like you who give IT professionals a bad name.
> Go to school or read a book and learn something about your profession.
> Til then, you'd probably be better off lurking humbly on maillists such as
> these than displaying your ignorance with such panache.

Sure. Anyway one less ignorant twerp using RT2 right?

Maren.

>
> 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, 20 Aug 2002, Maren S. Leizaola wrote:
>
> >
> > Dear All,
> > 	Much regretably I've had to pull RT2 out. For us even a machine
> > with 2 cpus, raid, 512MB RAMwith 5000 tickets in the database (99% of
> > which were closed) the system would take ages to refresh the display. As
> > it was costing us more on having to wait for the pages to refresh and do
> > maintenance on it than the time required of handlign all e-mail manually.
> > I think we are now in a much better position with our e-mail support
> > without using RT than with RT.
> >
> > I know it easy to come into a mailing list and piss over someone elses
> > hard work, however I feel that RT is going has been going in the wrong
> > direction. Anyway I think the Jesse and everyone else is well aware of
> > this issue so why go on. Well do for what you have done even though it
> > is not very strong in the performance area.
> >
> > I would really like to find some "light" ticketing system where the front
> > end is PHP based where deamons do not eat up 62MB of RAM or more...  I
> > don't need all the fancy stuff that RT2 has. A spec like RT1, with
> > atachments and being able to display chinese characters would be all we
> > need.
> >
> > Can someone recommend something light and fast for a very small work
> > group.
> >
> > Anyway cheers, I hope RT2 becomes usable in the future.
> >
> > Maren.
> >
> >
> >
> > _______________________________________________
> > 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 sheeri.kritzer at tufts.edu  Tue Aug 20 11:01:42 2002
From: sheeri.kritzer at tufts.edu (Sheeri Kritzer)
Date: Tue, 20 Aug 2002 11:01:42 -0400
Subject: [rt-users] GetLDAPUser?
Message-ID: <1029855702.3d6259d62270b@kunzite.usg.tufts.edu>

Hey all,

I've been wanting to do what everyone else on this list seems to be doing -- that is, using external LDAP authentication with RT, so we can have a unified login for people.  (we're eventually going to look into portal servers, so feel free to e-mail me off-list with your personal experiences with portal servers if you'd like to).  

Anyway , I see this neat function/script in the contrib directory, called GetLDAPUser, but I have no idea where to put it to get it to work.  Searching the archives and google for GetLDAPUser gives me very little information.

thanx!

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







From maren at leizaola.com  Tue Aug 20 03:06:05 2002
From: maren at leizaola.com (Maren S. Leizaola)
Date: Tue, 20 Aug 2002 15:06:05 +0800 (HKT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <15714.22791.792587.300403@electra.cse.Buffalo.EDU>
Message-ID: <Pine.LNX.4.44.0208201504310.25427-100000@hades.leizaola.com>

On Tue, 20 Aug 2002, Matthew D Stock wrote:

> Maren S. Leizaola writes:
>  > 	Much regretably I've had to pull RT2 out. For us even a machine
>  > with 2 cpus, raid, 512MB RAMwith 5000 tickets in the database (99% of
>  > which were closed) the system would take ages to refresh the display. As
>  > it was costing us more on having to wait for the pages to refresh and do
>  > maintenance on it than the time required of handlign all e-mail manually.
>  > I think we are now in a much better position with our e-mail support
>  > without using RT than with RT.
>
> I'm not sure, but it sounds like a configuration error.  I'm running an RT
> instance with ~12000 tickets on a FreeBSD system with one Pentium II 330MHz
> processor and about 400MB of memory.  The mysql database is running on the
> same system, and I'm not having any serious performance problems.  Takes
> about 3 seconds to pull up the home page, and about 8 seconds to bring up
> the main display page for an average ticket.  We could improve things a
> bit by using slightly less junk hardware, but it's been sufficient for now.

3-10 seconds is the norm, for us it does not cut it.

> Can't help you with alternate ticketing systems, since all the other ones I
> tried weren't usable.

Ok thanks.
Maren.

>   -Matt
>
> --
> Matthew D. Stock <stock at cse.buffalo.edu>
> Director of Information Technology
> Computer Science and Engineering, University at Buffalo
>





From harrison at palisadesys.com  Tue Aug 20 11:12:35 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Tue, 20 Aug 2002 10:12:35 -0500
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201419100.25427-100000@hades.leizaola.com>
Message-ID: <JBEDKKNFEHFMLEDGHNFOIEHKCAAA.harrison@palisadesys.com>

I am new to RT... Only been using it since June, but my system is running
fine... it is a Celeron 1GHz with 256MB ram and mysql backend.  My number of
tickets is relatively small but it is still very fast.

I guess the reason I am posting this is so that Maren's message doesn't
discourage new users from using RT.  It's a great solution to call tracking
on a budget!

James Harrison

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Maren S. Leizaola
Sent: Tuesday, August 20, 2002 1:37 AM
To: Rt-Users (E-mail)
Subject: [rt-users] RT2 Speed/performance problems.



Dear All,
	Much regretably I've had to pull RT2 out. For us even a machine
with 2 cpus, raid, 512MB RAMwith 5000 tickets in the database (99% of
which were closed) the system would take ages to refresh the display. As
it was costing us more on having to wait for the pages to refresh and do
maintenance on it than the time required of handlign all e-mail manually.
I think we are now in a much better position with our e-mail support
without using RT than with RT.

I know it easy to come into a mailing list and piss over someone elses
hard work, however I feel that RT is going has been going in the wrong
direction. Anyway I think the Jesse and everyone else is well aware of
this issue so why go on. Well do for what you have done even though it
is not very strong in the performance area.

I would really like to find some "light" ticketing system where the front
end is PHP based where deamons do not eat up 62MB of RAM or more...  I
don't need all the fancy stuff that RT2 has. A spec like RT1, with
atachments and being able to display chinese characters would be all we
need.

Can someone recommend something light and fast for a very small work
group.

Anyway cheers, I hope RT2 becomes usable in the future.

Maren.



_______________________________________________
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 dave at toad.net  Tue Aug 20 11:11:16 2002
From: dave at toad.net (David C. Troy)
Date: Tue, 20 Aug 2002 11:11:16 -0400 (EDT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201454290.25427-100000@hades.leizaola.com>
Message-ID: <Pine.LNX.4.44.0208201103470.839-100000@beast.toad.net>

> > Not to flame you, but that msg is the most ignorant comment about a piece
> > of software I've seen in ages.
> >
> 
> You are entitled to your opinion. However isn't it ignorant not to accept
> that other people could be having and experience different to
> yours using RT2?

I accept that completely.  If you wanted help fixing it, I'd even offer 
some suggestions on how to bring your experience into line with the way 
the software works when it's properly configured.

> Well I shared my view I am off this list, I just want to know if anyone
> can recommend something small and light, that's all, ideally PHP based.

So you can enjoy all the dumb bugs in PHP as opposed to the dumb bugs in 
mod_perl. :)  The file_upload thing in 4.0.6 is a good one...

> Well that is good for you. I do know of a company that has hired Jesse to
> customise RT for their requirements and they also told me it is a complete
> pig. As for throwing hardware at the problem, that is the hardware I had
> but obviously one has to go with slower hardware to go faster?

RT may have some areas where performance could be improved based on its 
reliance on mod_perl and Mason, but these dependencies don't render the 
software unusable and are not the limiting factors for performance. 
Decent, well tuned software doesn't require fat hardware to work well, and 
RT falls within this envelope.

When you say things like 'RT is a complete pig', what do you mean, 
exactly?  MySQL is a pig?  Apache is a pig?  Perl is a pig?  mod_perl is a 
pig?  Mason is a pig?  PostgreSQL is a pig?

Again, there are always ways software can be improved, but what I'm 
telling you is that your experience is way outside of the bell curve for 
the software/hardware you're talking about, and that you should probably 
investigate that.

Dave

=====================================================================
David C. Troy   [dave at toad.net]                   410-544-6193 Sales
ToadNet - Want to go fast?                        410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net




From rich+rt at lafferty.ca  Tue Aug 20 11:18:02 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 20 Aug 2002 11:18:02 -0400
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201504310.25427-100000@hades.leizaola.com>; from maren@leizaola.com on Tue, Aug 20, 2002 at 03:06:05PM +0800
References: <15714.22791.792587.300403@electra.cse.Buffalo.EDU> <Pine.LNX.4.44.0208201504310.25427-100000@hades.leizaola.com>
Message-ID: <20020820111802.A15846@lafferty.ca>

On Tue, Aug 20, 2002 at 03:06:05PM +0800, Maren S. Leizaola <maren at leizaola.com> wrote:
> 
> 3-10 seconds is the norm, for us it does not cut it.

So yours takes 5-10x as long as mine when I use Mozilla, but runs on
faster hardware. Still think it's RT?

  -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 rt at netthink.co.uk  Tue Aug 20 11:37:54 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Tue, 20 Aug 2002 16:37:54 +0100
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201419100.25427-100000@hades.leizaola.com>
References: <FD2EC577E876CA418D08460A64646FBD0173227E@titan.nha.co.za> <Pine.LNX.4.44.0208201419100.25427-100000@hades.leizaola.com>
Message-ID: <20020820153754.GA32717@netthink.co.uk>

Maren S. Leizaola:
> 	Much regretably I've had to pull RT2 out. For us even a machine
> with 2 cpus, raid, 512MB RAMwith 5000 tickets in the database (99% of
> which were closed) the system would take ages to refresh the display. As
> it was costing us more on having to wait for the pages to refresh and do
> maintenance on it than the time required of handlign all e-mail manually.
> I think we are now in a much better position with our e-mail support
> without using RT than with RT.

Did you benchmark it? Did you profile it? Where were the bottlenecks for
you? 

Did you see problems with the command-line interface as well as the web
interface? Was the backend fast enough? How long was it taking for mail
to be processed through the mail gateway?

Were you running Postgres or MySQL? Were your indexes working OK? Was
the database being vacuumed/analysed regularly? Was raw SQL access fast
enough? 

Did you add ?Debug=1 to a URL to determine whether or not it was an RT
problem or a browser rendering problem? (That surprised a few of our
users.) Were the machines you were running the browsers on OK? Were you
using sane browsers?

Was the Mason cache being populated properly? Did you tune your Apache
config? Did you use Apache::Status?

> end is PHP based where deamons do not eat up 62MB of RAM or more...  I

Aha! It's going to be a problem with your mod_perl configuration. We're
seeing the same sort of thing, and after considerable profiling, I'm
convinced it's Apache/mod_perl at fault. 

At a guess, you're running on old version of Perl or mod_perl which
doesn't have the advantage of Doug McEachern's wonderful recent work on
sharable variables or his many memory leak fixes.

Other people have seen RT running incredibly quickly on less powerful
machines, so I'm not going to dismiss it as a problem at RT's end; I
think it's a problem with the way we've set it up.

Simon

-- 
<evilPetey> I often think I'd get better throughput yelling at the modem.



From maren at leizaola.com  Tue Aug 20 03:42:58 2002
From: maren at leizaola.com (Maren S. Leizaola)
Date: Tue, 20 Aug 2002 15:42:58 +0800 (HKT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <20020820111802.A15846@lafferty.ca>
Message-ID: <Pine.LNX.4.44.0208201527220.25427-100000@hades.leizaola.com>

On Tue, 20 Aug 2002, Rich Lafferty wrote:

> On Tue, Aug 20, 2002 at 03:06:05PM +0800, Maren S. Leizaola <maren at leizaola.com> wrote:
> >
> > 3-10 seconds is the norm, for us it does not cut it.
>
> So yours takes 5-10x as long as mine when I use Mozilla, but runs on
> faster hardware. Still think it's RT?

Well this is what I see...

The board is an ASUS P2BF-D (old but great board), with two PII 450Mhz,
the machine has 512MB of RAM, the disks are running on a promise raid
TX2-100. The disks are idle, the HTTP deamons eat CPU like there is no
tomorow, and they inflate themselves like zepplins, even with only one
user.

I also think that RT UI is designed for large teams and the number of
clicks at the interface are execessive for smaller support teams. Less
clicks more speed more e-mails out. With RT1 we could respond about 10% of
e-mails in under 5 mins, as it was quick and nimble.

Cheers,
Maren.

>
>   -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 -----------+-----------------------------------------------
>
> _______________________________________________
> 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 ayan.kayal at yale.edu  Tue Aug 20 11:45:10 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Tue, 20 Aug 2002 11:45:10 -0400
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <20020820153754.GA32717@netthink.co.uk>
Message-ID: <000401c24860$940549b0$0701a8c0@arknew>

Apache/mod_perl is often a culprit, well, mostly mod_perl, I think. Make
sure you have Apache processes set to die after a certain number of
requests. If you set the number to 0, they won't die, and it'll just bog
down. Our installation used to run relatively quickly at first, but as
those processes lived on, the machine slowed to a crawl; changing this
setting fixed this gradual slowdown. Not sure if this is in the docs,
but it should be...

O-                        ~ARK

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Simon Cozens
> Sent: Tuesday, August 20, 2002 11:38 AM
> To: Maren S. Leizaola
> Cc: Rt-Users (E-mail)
> Subject: Re: [rt-users] RT2 Speed/performance problems.
>  
> > end is PHP based where deamons do not eat up 62MB of RAM or 
> more...  I
> 
> Aha! It's going to be a problem with your mod_perl 
> configuration. We're seeing the same sort of thing, and after 
> considerable profiling, I'm convinced it's Apache/mod_perl at fault. 
> 
> At a guess, you're running on old version of Perl or mod_perl 
> which doesn't have the advantage of Doug McEachern's 
> wonderful recent work on sharable variables or his many 
> memory leak fixes.
> 
> Other people have seen RT running incredibly quickly on less 
> powerful machines, so I'm not going to dismiss it as a 
> problem at RT's end; I think it's a problem with the way 
> we've set it up.
> 
> Simon




From autarch at urth.org  Tue Aug 20 11:51:28 2002
From: autarch at urth.org (Dave Rolsky)
Date: Tue, 20 Aug 2002 10:51:28 -0500 (CDT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201454290.25427-100000@hades.leizaola.com>
Message-ID: <Pine.LNX.4.44.0208201045390.6105-100000@urth.org>

On Tue, 20 Aug 2002, Maren S. Leizaola wrote:

> Well I've optimized the tables when stuff has been deleted but other than
> that I am using mysql default installation. A totally dedicated machine.

The default mysql config uses very little memory and doesn't take
advantage of multiple processors as well as it could.  Actually tuning
MySQL can have a big impact.

I'd also recommend to anyone that they either use Mason 1.05 or 1.1201,
but not 1.10 or 1.11.  1.12 is also fine except it doesn't work with Perl
5.00503.  The 1.10 and 1.11 releases have memory leaks that can suck up
some decent memory, so up- or down-grading is definitely recommended.  If
you're not using Mason for other development, there's little reason to
upgrade from 1.05 for those currently using . 1.12 does offer a lot of
cool new features, but it's also slower.

Of course, the chances that Mason was the bottleneck in Maren's case are
very small, since RT is most likely going to be DBMS-bound once more than
a small number of tickets have been created.


-dave

/*==================
www.urth.org
we await the New Sun
==================*/




From dave at toad.net  Tue Aug 20 11:51:56 2002
From: dave at toad.net (David C. Troy)
Date: Tue, 20 Aug 2002 11:51:56 -0400 (EDT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201527220.25427-100000@hades.leizaola.com>
Message-ID: <Pine.LNX.4.44.0208201149150.839-100000@beast.toad.net>

> > On Tue, Aug 20, 2002 at 03:06:05PM +0800, Maren S. Leizaola <maren at leizaola.com> wrote:
> > >
> > > 3-10 seconds is the norm, for us it does not cut it.
> >
> > So yours takes 5-10x as long as mine when I use Mozilla, but runs on
> > faster hardware. Still think it's RT?
> 
> Well this is what I see...
> 
> The board is an ASUS P2BF-D (old but great board), with two PII 450Mhz,
> the machine has 512MB of RAM, the disks are running on a promise raid
> TX2-100. The disks are idle, the HTTP deamons eat CPU like there is no
> tomorow, and they inflate themselves like zepplins, even with only one
> user.

If you really don't care about solving your problem, you should seek
another solution.  But it really does sound like you have a problem with
your version of Apache/mod_perl that's causing this.  That hardware should
not have a problem.

> I also think that RT UI is designed for large teams and the number of
> clicks at the interface are execessive for smaller support teams. Less
> clicks more speed more e-mails out. With RT1 we could respond about 10% of
> e-mails in under 5 mins, as it was quick and nimble.

This is a non-issue.  I can process 20 tickets assigned to me with three
clicks per ticket (one to view it, one to reply, one to save the
response), and no perceivable delays between clicks.  If you have it setup 
some other way then you have it configured wrong.

Dave

=====================================================================
David C. Troy   [dave at toad.net]                   410-544-6193 Sales
ToadNet - Want to go fast?                        410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net




From rich+rt at lafferty.ca  Tue Aug 20 11:52:41 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 20 Aug 2002 11:52:41 -0400
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <20020820153754.GA32717@netthink.co.uk>; from rt@netthink.co.uk on Tue, Aug 20, 2002 at 04:37:54PM +0100
References: <FD2EC577E876CA418D08460A64646FBD0173227E@titan.nha.co.za> <Pine.LNX.4.44.0208201419100.25427-100000@hades.leizaola.com> <20020820153754.GA32717@netthink.co.uk>
Message-ID: <20020820115241.B15846@lafferty.ca>

On Tue, Aug 20, 2002 at 04:37:54PM +0100, Simon Cozens <rt at netthink.co.uk> wrote:
> Maren S. Leizaola:
> 
> > end is PHP based where deamons do not eat up 62MB of RAM or more...  I
> 
> Aha! It's going to be a problem with your mod_perl configuration. 

Aha indeed. I'm using FastCGI here. Strongly recommended.

  -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 ayan.kayal at yale.edu  Tue Aug 20 11:56:41 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Tue, 20 Aug 2002 11:56:41 -0400
Subject: [rt-users] FW: WSF Migration [T2002082000FF]
Message-ID: <000b01c24862$2cd2c2c0$0701a8c0@arknew>

Anyone ever gotten this message?

O-                        ~ARK

-----Original Message-----
From: WSFSupport1 at bizland-inc.com [mailto:WSFSupport1 at bizland-inc.com] 
Sent: Tuesday, August 20, 2002 11:38 AM
To: ayan.kayal at yale.edu
Subject: WSF Migration [T2002082000FF]


Thank you for contacting BizLand. We are working hard to ensure a smooth
migration of shared-hosting customers from Website Factory to BizLand.

We received your message on 8/20/02 at 11:38:27 AM regarding your e-mail
titled: RE: [rt-users] RT2 Speed/performance problems.. Your message has
been assigned a tracking number of  T2002082000FF. Should you need to
contact us regarding your original message, please refer to this
tracking number.

We will respond to your message as soon as possible.

We look forward to serving you.

Sincerely,

The BizLand Member Support Team

P.S. If you have not done so already, please visit
http://www.bizland.com/wsfactory, for important information regarding
the migration.




From sheeri.kritzer at tufts.edu  Tue Aug 20 12:09:40 2002
From: sheeri.kritzer at tufts.edu (Sheeri Kritzer)
Date: Tue, 20 Aug 2002 12:09:40 -0400
Subject: [rt-users] FW: WSF Migration [T2002082000FF]
In-Reply-To: <000b01c24862$2cd2c2c0$0701a8c0@arknew>
References: <000b01c24862$2cd2c2c0$0701a8c0@arknew>
Message-ID: <1029859780.3d6269c4e800c@kunzite.usg.tufts.edu>

Yeah, I got it this morning.  Someone has an autoreply set up on the address that they get their rt-users mail on.  
 
-Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
sheeri.kritzer at tufts.edu


Quoting "Ayan R. Kayal" <ayan.kayal at yale.edu>:

> Anyone ever gotten this message?
> 
> O-                        ~ARK
> 
> -----Original Message-----
> From: WSFSupport1 at bizland-inc.com [mailto:WSFSupport1 at bizland-inc.com] 
> Sent: Tuesday, August 20, 2002 11:38 AM
> To: ayan.kayal at yale.edu
> Subject: WSF Migration [T2002082000FF]
> 
> 
> Thank you for contacting BizLand. We are working hard to ensure a smooth
> migration of shared-hosting customers from Website Factory to BizLand.
> 
> We received your message on 8/20/02 at 11:38:27 AM regarding your e-mail
> titled: RE: [rt-users] RT2 Speed/performance problems.. Your message has
> been assigned a tracking number of  T2002082000FF. Should you need to
> contact us regarding your original message, please refer to this
> tracking number.
> 
> We will respond to your message as soon as possible.
> 
> We look forward to serving you.
> 
> Sincerely,
> 
> The BizLand Member Support Team
> 
> P.S. If you have not done so already, please visit
> http://www.bizland.com/wsfactory, for important information regarding
> the migration.
> 
> 
> _______________________________________________
> 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 maren at leizaola.com  Tue Aug 20 04:13:59 2002
From: maren at leizaola.com (Maren S. Leizaola)
Date: Tue, 20 Aug 2002 16:13:59 +0800 (HKT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201045390.6105-100000@urth.org>
Message-ID: <Pine.LNX.4.44.0208201603120.25427-100000@hades.leizaola.com>

On Tue, 20 Aug 2002, Dave Rolsky wrote:

> On Tue, 20 Aug 2002, Maren S. Leizaola wrote:
>
> > Well I've optimized the tables when stuff has been deleted but other than
> > that I am using mysql default installation. A totally dedicated machine.
>
> The default mysql config uses very little memory and doesn't take
> advantage of multiple processors as well as it could.  Actually tuning
> MySQL can have a big impact.
>
> I'd also recommend to anyone that they either use Mason 1.05 or 1.1201,
> but not 1.10 or 1.11.  1.12 is also fine except it doesn't work with Perl
> 5.00503.  The 1.10 and 1.11 releases have memory leaks that can suck up
> some decent memory, so up- or down-grading is definitely recommended.  If
> you're not using Mason for other development, there's little reason to
> upgrade from 1.05 for those currently using . 1.12 does offer a lot of
> cool new features, but it's also slower.
>
> Of course, the chances that Mason was the bottleneck in Maren's case are
> very small, since RT is most likely going to be DBMS-bound once more than
> a small number of tickets have been created.

Dave,
	Maybe I am picky our just a lazy admin, but I believe that decent
system sould be maintainable, should be able install them in a snap,
reconfigure them, see what it is doing. You should be able to rebuild in
under one hour or less from nothing to live.

This was what I was referring to that RT2 has gone in the wrong direction.
The installation is a nightmare if you compare it to just about any other
Open source system I have had on my machines during the past 8 years...

Look at what you have above, you have to tune, mysql, mason, the right
version, make sure that mode perl does this, make sure that apache kills
the process after etc....

I don't doubt that you guys love it and without it you would struggle.
Well maybe it is just me. I like systems software like postfix, Nuke, that
do their job and let me get on with what I should be doing.

Cheers,
Maren.


>
>
> -dave
>
> /*==================
> www.urth.org
> we await the New Sun
> ==================*/
>




From dave at toad.net  Tue Aug 20 12:19:25 2002
From: dave at toad.net (David C. Troy)
Date: Tue, 20 Aug 2002 12:19:25 -0400 (EDT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201603120.25427-100000@hades.leizaola.com>
Message-ID: <Pine.LNX.4.44.0208201212370.14818-100000@beast.toad.net>

> Dave,
> 	Maybe I am picky our just a lazy admin, but I believe that decent
> system sould be maintainable, should be able install them in a snap,
> reconfigure them, see what it is doing. You should be able to rebuild in
> under one hour or less from nothing to live.

I think you should be able to build a car out of popsicle sticks, too, but 
it'd probably be a pretty crappy car.  Sometimes things require complex 
moving parts.

> This was what I was referring to that RT2 has gone in the wrong direction.
> The installation is a nightmare if you compare it to just about any other
> Open source system I have had on my machines during the past 8 years...

That's just not the case.  Anything that requires a backend database has
some complexity.  If you thought RT was fun, try getting MySQL support
going with Cyrus-SASL, Postfix, Sendmail, Freeradius, IMAP, etc... these 
things are hard and sometimes require writing code.  RT is nowhere near 
that complicated.

> Look at what you have above, you have to tune, mysql, mason, the right
> version, make sure that mode perl does this, make sure that apache kills
> the process after etc....

Again this is no more or less than any other complex software...

> I don't doubt that you guys love it and without it you would struggle.
> Well maybe it is just me. I like systems software like postfix, Nuke, that
> do their job and let me get on with what I should be doing.

It's not about 'loving RT'.  Write a version of RT that uses PHP+Postfix
and installs with an easy installation script and I'm sure many of us will
switch to it.  Right now RT's the best thing going, and it's pretty
average when it comes to complexity, considering that it has a web
interface, a powerful mail interface, a CLI, and a backend database.

Dave

=====================================================================
David C. Troy   [dave at toad.net]                   410-544-6193 Sales
ToadNet - Want to go fast?                        410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net




From andy at petdance.com  Tue Aug 20 12:23:57 2002
From: andy at petdance.com (Andy Lester)
Date: Tue, 20 Aug 2002 11:23:57 -0500
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201527220.25427-100000@hades.leizaola.com>
References: <20020820111802.A15846@lafferty.ca> <Pine.LNX.4.44.0208201527220.25427-100000@hades.leizaola.com>
Message-ID: <20020820162357.GA9890@petdance.com>

> The disks are idle, the HTTP deamons eat CPU like there is no
> tomorow, and they inflate themselves like zepplins, even with only one
> user.

That's sure more than you said the first time, which was roughly "RT
sucks".


> I also think that RT UI is designed for large teams and the number of
> clicks at the interface are execessive for smaller support teams. Less
> clicks more speed more e-mails out. With RT1 we could respond about 10% of
> e-mails in under 5 mins, as it was quick and nimble.

So why aren't you using RT1?

xoxo,
Andy

-- 
'Andy Lester        andy at petdance.com
 Programmer/author  petdance.com
 Daddy              parsley.org/quinn   Jk'=~/.+/s;print((split//,$&)
                            [unpack'C*',"n2]3%+>\"34.'%&.'^%4+!o.'"])



From gwarnagiris at babcockbrown.com  Tue Aug 20 12:41:36 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Tue, 20 Aug 2002 12:41:36 -0400
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201603120.25427-100000@hades.leizaola.com>
References: <Pine.LNX.4.44.0208201603120.25427-100000@hades.leizaola.com>
Message-ID: <200208201638.g7KGc6g06119@bay.babcockbrown.com>

Maren,

You trolled the list by vaguely complaining about speed and quality, but now 
the real issue comes to light, the install and configuration is not easy 
enough for you.  It seems to me you have forgotten the old adage: fast, good, 
cheap, pick any two.

There is an inverse relationship between features and performance.  If you 
don't want to spend tens of thousands of dollars to have a consultant design 
a PHP system for you or for a contractor to tweak your setup for you, there 
are few other options outside of RT.  Even if you were to build a PHP system 
from scratch, it most likely would not have the features and performance of 
this mature product.

Please email me if/when you find a ticketing systems that is easier and 
faster than RT.  I am genuinely curious because I have not been able to find 
one myself.

George

On Tuesday 20 August 2002 04:13 am, Maren S. Leizaola wrote:
> On Tue, 20 Aug 2002, Dave Rolsky wrote:
> > On Tue, 20 Aug 2002, Maren S. Leizaola wrote:
> > > Well I've optimized the tables when stuff has been deleted but other
>
> than
>
> > > that I am using mysql default installation. A totally dedicated
>
> machine.
>
> > The default mysql config uses very little memory and doesn't take
> > advantage of multiple processors as well as it could.  Actually tuning
> > MySQL can have a big impact.
> >
> > I'd also recommend to anyone that they either use Mason 1.05 or
>
> 1.1201,
>
> > but not 1.10 or 1.11.  1.12 is also fine except it doesn't work with
>
> Perl
>
> > 5.00503.  The 1.10 and 1.11 releases have memory leaks that can suck
>
> up
>
> > some decent memory, so up- or down-grading is definitely recommended.
>
> If
>
> > you're not using Mason for other development, there's little reason to
> > upgrade from 1.05 for those currently using . 1.12 does offer a lot of
> > cool new features, but it's also slower.
> >
> > Of course, the chances that Mason was the bottleneck in Maren's case
>
> are
>
> > very small, since RT is most likely going to be DBMS-bound once more
>
> than
>
> > a small number of tickets have been created.
>
> Dave,
> 	Maybe I am picky our just a lazy admin, but I believe that
> decent
> system sould be maintainable, should be able install them in a snap,
> reconfigure them, see what it is doing. You should be able to rebuild in
> under one hour or less from nothing to live.
>
> This was what I was referring to that RT2 has gone in the wrong
> direction.
> The installation is a nightmare if you compare it to just about any
> other
> Open source system I have had on my machines during the past 8 years...
>
> Look at what you have above, you have to tune, mysql, mason, the right
> version, make sure that mode perl does this, make sure that apache kills
> the process after etc....
>
> I don't doubt that you guys love it and without it you would struggle.
> Well maybe it is just me. I like systems software like postfix, Nuke,
> that
> do their job and let me get on with what I should be doing.
>
> Cheers,
> Maren.
>
> > -dave
> >
> > /*==================
> > www.urth.org
> > we await the New Sun
> > ==================*/
>
> _______________________________________________
> 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 altendky at engr.orst.edu  Tue Aug 20 12:35:34 2002
From: altendky at engr.orst.edu (altendky at engr.orst.edu)
Date: Tue, 20 Aug 2002 09:35:34 -0700 (PDT)
Subject: [rt-users] enhanced-mailgate and setting keywords
Message-ID: <1029861334.3d626fd6c2d8b@webmail1.onid.orst.edu>

i am successfully able to create a ticket and set a 
requestor via email, such as:

RT-Requestor: + nobody at science

but am unable to set keywords in the email, like:

RT-TestKS: /test/subtest

it parses the lines out of the message body, but does 
not actually set the keywords.  i've tried various 
formats with slashes or without or just subtest, 
etc...  but to no avail.  TestKS is a keyword selection 
which is set to allow children of test (e.g. subtest).  
just as it appears above, test is a child of / and 
subtest is a child of test.

does anyone have an example of what format the 
keywordselect and keywords are supposed to be entered 
in an email for the enhanced-mailgate to take care of 
setting them?  thanks for any hints.

-kyle altendorf

     "just being...
      is bewildering..."
         -moloko



From maren at leizaola.com  Tue Aug 20 04:44:31 2002
From: maren at leizaola.com (Maren S. Leizaola)
Date: Tue, 20 Aug 2002 16:44:31 +0800 (HKT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <20020820162357.GA9890@petdance.com>
Message-ID: <Pine.LNX.4.44.0208201643100.25427-100000@hades.leizaola.com>

> > The disks are idle, the HTTP deamons eat CPU like there is no
> > tomorow, and they inflate themselves like zepplins, even with only one
> > user.
>
> That's sure more than you said the first time, which was roughly "RT
> sucks".

It sure is.

>
>
> > I also think that RT UI is designed for large teams and the number of
> > clicks at the interface are execessive for smaller support teams. Less
> > clicks more speed more e-mails out. With RT1 we could respond about 10% of
> > e-mails in under 5 mins, as it was quick and nimble.
>
> So why aren't you using RT1?
>

No support for MIME attachments, not being able to display chinese Big5/GB
Code e-mail. If it had those features I would be a happy camper.

Maren.





From andy at petdance.com  Tue Aug 20 12:39:34 2002
From: andy at petdance.com (Andy Lester)
Date: Tue, 20 Aug 2002 11:39:34 -0500
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <200208201638.g7KGc6g06119@bay.babcockbrown.com>
References: <Pine.LNX.4.44.0208201603120.25427-100000@hades.leizaola.com> <200208201638.g7KGc6g06119@bay.babcockbrown.com>
Message-ID: <20020820163934.GB9890@petdance.com>

> Please email me if/when you find a ticketing systems that is easier and 
> faster than RT.  I am genuinely curious because I have not been able to find 
> one myself.

I just came from Mantis (mantisbt.sf.net) which is all PHP and is
fairly snappy speedwise, but not nearly as featureful.  You can even
reverse-engineer my import-mantis script (that Jesse hasn't yet put
up in addons, nudge nudge) to go from RT tickets to Mantis, if you're
so inclined.

xoxo,
Andy

-- 
'Andy Lester        andy at petdance.com
 Programmer/author  petdance.com
 Daddy              parsley.org/quinn   Jk'=~/.+/s;print((split//,$&)
                            [unpack'C*',"n2]3%+>\"34.'%&.'^%4+!o.'"])



From russj at dimstar.net  Tue Aug 20 12:51:02 2002
From: russj at dimstar.net (Russ Johnson)
Date: Tue, 20 Aug 2002 09:51:02 -0700
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201419100.25427-100000@hades.leizaola.co
 m>
References: <FD2EC577E876CA418D08460A64646FBD0173227E@titan.nha.co.za>
Message-ID: <5.1.0.14.0.20020820093958.00bb17a0@localhost>

At 02:36 PM 8/20/2002 +0800, you wrote:

>Dear All,
>         Much regretably I've had to pull RT2 out.

OK.

>  For us even a machine
>with 2 cpus, raid, 512MB RAMwith 5000 tickets in the database (99% of
>which were closed) the system would take ages to refresh the display.

I've had similar problems when users click the refresh button too much. 
They get frustrated with the speed, and click it again. This causes another 
MySQL process to get started, and the system sucks more resources.

I'm not saying this is your issue, but that's an issue I've run across. 
It's the only speed issue I've seen. I've got over 10,000 tickets (mostly 
closed) on a single PIII 800 with 512mb ram and a dual EIDE hard drive on 
RH Linux 7.2, running software RAID. Not only that, this same machine runs 
our twiki, big brother, bug tracking system (with postgresql backend) and 
MRTG. It's a fairly loaded system and has great performance... EXCEPT when 
the users abuse it.

I also find it highly interesting that this is the only message I see from 
you in my archive. I've got a fairly complete archive all the way back to 
February, and this message is the first from your email address.

Did you ask for help?

>Can someone recommend something light and fast for a very small work
>group.

RT2 is the best there is. I've looked at several systems (both free and 
not-so-free) and RT2 was the best, hands down.

>Anyway cheers, I hope RT2 becomes usable in the future.

Maybe you should fight with bugzilla for a while and find out why we like 
RT. You sound like some of the users I've helped. They want software like 
Kleenex. Pull it out of the box and it works. Unfortunately, if you treat 
software like Kleenex, it usually lasts about as long.


Russ Johnson
http://www.dimstar.net


I have seen the future and it is just like the present, only longer.
                 -- Kehlog Albran





From mgrubb at fifthvision.net  Tue Aug 20 12:52:16 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Tue, 20 Aug 2002 11:52:16 -0500
Subject: [rt-users] Sincere Apologies.
Message-ID: <200208201152.16744.mgrubb@fifthvision.net>

To All,
I sincerely apologize for the sharty way in which I have release the 
StockAnswers Add-On for RT.  While the newest release does offer great new 
features it does no one any good if I can't manage to package it properly so 
that it is usable.  At this moment I have some pressing issues at my `day 
job'  but as soon as they are resolved,  I will get a `stable' release of 
StockAnswers out to the community.  Thanks to all of you for your patience, 
and understanding. 

-- Michael



From ayan.kayal at yale.edu  Tue Aug 20 12:57:10 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Tue, 20 Aug 2002 12:57:10 -0400
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201603120.25427-100000@hades.leizaola.com>
Message-ID: <001001c2486a$a0425470$0701a8c0@arknew>

Well, I think most of that stuff is to tune for ultimate speed. It's
probably not necessary, unless maybe you're running slower hardware,
which you're not. Most people probably don't tune to that extent, but I
could be wrong.

The Apache killing process thing though, that's a mod_perl thing.
Anything that uses mod_perl would probably have the same problem. It's
the only thing I've ever done to get acceptable speeds, which I would
qualify as definitely less than 3-10 seconds. It's worth trying, just to
see if it's a Quick Fix(tm), as it was for us. If not, sorry for wasting
your time.

As I said, when we first used tested RT, there was no speed problem.
After the first weekend/week when we basically filed 1000 tickets, all
the requests had bogged down mod_perl somewhat. In another week or two,
when it had bogged down more and everyone said wtf, I changed the number
of requests for Apache child processes. Problem gone...


Oh, and Dave, please chill out. :) 5 angry emails saying "you configured
it wrong" isn't too much more effective than 1 and tends to alienate
newbies.


The other ticketing system we tried was Keystone (after looking for even
a halfway decent one). Another department was using it unmodified for a
while, while my department only looked at the code in order to see if it
could be hacked to suit our purposes. Try modifying that beast. Some of
the ugliest PHP I have ever seen. And in terms of functionality, well,
it just didn't cut it... And is it even updated anymore?

O-                        ~ARK

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Maren S. Leizaola
> Sent: Tuesday, August 20, 2002 4:14 AM
> 
> Look at what you have above, you have to tune, mysql, mason, 
> the right version, make sure that mode perl does this, make 
> sure that apache kills the process after etc....




From jesse at bestpractical.com  Tue Aug 20 13:01:49 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 20 Aug 2002 13:01:49 -0400
Subject: [rt-users] FW: WSF Migration [T2002082000FF]
In-Reply-To: <1029859780.3d6269c4e800c@kunzite.usg.tufts.edu>; from sheeri.kritzer@tufts.edu on Tue, Aug 20, 2002 at 12:09:40PM -0400
References: <000b01c24862$2cd2c2c0$0701a8c0@arknew> <1029859780.3d6269c4e800c@kunzite.usg.tufts.edu>
Message-ID: <20020820130149.H28555@fsck.com>

I just spoke with a very helpful tech at BizLand-Inc.com. They recently
acquired another company, websitefactory.net. All mail destined for 
websitefactory.net was being gated into their customer-facting ticketing
system. I've taken the liberty of removing that user from rt-users, so
you shouldn't see any more of these autoreplies. (And yes, they use RT
for internal ticketing.)

	Jesse



On Tue, Aug 20, 2002 at 12:09:40PM -0400, Sheeri Kritzer wrote:
> Yeah, I got it this morning.  Someone has an autoreply set up on the address that they get their rt-users mail on.  
>  
> -Sheeri Kritzer
> Systems Administrator
> University Systems Group
> Tufts University
> 617-627-3925
> sheeri.kritzer at tufts.edu
> 
> 
> Quoting "Ayan R. Kayal" <ayan.kayal at yale.edu>:
> 
> > Anyone ever gotten this message?
> > 
> > O-                        ~ARK
> > 
> > -----Original Message-----
> > From: WSFSupport1 at bizland-inc.com [mailto:WSFSupport1 at bizland-inc.com] 
> > Sent: Tuesday, August 20, 2002 11:38 AM
> > To: ayan.kayal at yale.edu
> > Subject: WSF Migration [T2002082000FF]
> > 
> > 
> > Thank you for contacting BizLand. We are working hard to ensure a smooth
> > migration of shared-hosting customers from Website Factory to BizLand.
> > 
> > We received your message on 8/20/02 at 11:38:27 AM regarding your e-mail
> > titled: RE: [rt-users] RT2 Speed/performance problems.. Your message has
> > been assigned a tracking number of  T2002082000FF. Should you need to
> > contact us regarding your original message, please refer to this
> > tracking number.
> > 
> > We will respond to your message as soon as possible.
> > 
> > We look forward to serving you.
> > 
> > Sincerely,
> > 
> > The BizLand Member Support Team
> > 
> > P.S. If you have not done so already, please visit
> > http://www.bizland.com/wsfactory, for important information regarding
> > the migration.
> > 
> > 
> > _______________________________________________
> > 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
> 

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



From autarch at urth.org  Tue Aug 20 13:02:43 2002
From: autarch at urth.org (Dave Rolsky)
Date: Tue, 20 Aug 2002 12:02:43 -0500 (CDT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201603120.25427-100000@hades.leizaola.com>
Message-ID: <Pine.LNX.4.44.0208201150560.6105-100000@urth.org>

On Tue, 20 Aug 2002, Maren S. Leizaola wrote:

> 	Maybe I am picky our just a lazy admin, but I believe that decent
> system sould be maintainable, should be able install them in a snap,
> reconfigure them, see what it is doing. You should be able to rebuild in
> under one hour or less from nothing to live.

It sounds like you're lazy.  Despite what Larry Wall says, it isn't
_always_ a virtue.

Yes, it'd be super-cool if RT analyzed your mysql config and told you
"hey, your config is weak and without honor", but that'd be a hell of a
lot of work for Jesse with little payoff, since _most_ people who want to
run RT for a large set of tickets are going to take the time to do their
homework.

Alternately, I know Jesse offers commercial support.  I'm sure he'd be
happy to take your money in exchange for setting up RT for you in a
well-optimized way for your machine.

But to expect RT to magically configure MySQL, and possible Apache too, in
an optimized way, considering the ridiculously large variation in
hardware, OS, Perl versions, Mason versions, mod_perl versions, and so on
that RT supports (largely because its written in Perl and works with
mod_perl) is definitely a sign of serious crack abuse, as I believe David
Troy suggested earlier.

And of course, even with your whiny, rude email to this list, you've
already gotten lots of good solid suggestions on improving performance.
Imagine the positive response you would have gotten if you'd acted like
less of a prick!

> This was what I was referring to that RT2 has gone in the wrong direction.
> The installation is a nightmare if you compare it to just about any other
> Open source system I have had on my machines during the past 8 years...

Uh, yeah, whatever.  I have installed much Free Software, and while I
installed RT via the debian package (which isn't as good as it could be),
I can't imagine that the source install is worse than many things I've had
to deal with in the past.

> Look at what you have above, you have to tune, mysql, mason, the right
> version, make sure that mode perl does this, make sure that apache kills
> the process after etc....

All of which can be summarized in a very few lines.

1. Don't use the default mysql config.  Check out the examples that come
with mysql and modify one of those to suit.
2. Use Mason 1.05, 1.12, or 1.1201.
3. Don't set MaxRequestPerChild to 0, set it to some decent-sized number
(like 500 or 1000)
4. Use the most recent mod_perl that you can easily install (Debian's
current stable version is 1.26, and is probably fine.  Other GNU/Linux
distros may vary).

Of those, the only one that requires more than a few minutes work
(assuming you don't plan to compile a new mod_perl by hand) is #1, which
would take you about 20-40 minutes at best, assuming you have some idea of
the current load on the machine (can't give mysql _all_ of you free
memory).

> I don't doubt that you guys love it and without it you would struggle.
> Well maybe it is just me. I like systems software like postfix, Nuke, that
> do their job and let me get on with what I should be doing.

Good, go away.

This discussion can at least be in the archives for anyone else who's
struggling.  Maybe they'll take the time to read it and try a few things
out before whining about software provided to them for free (remember, if
you want professional support, it's available at very reasonable rates).


-dave

/*==================
www.urth.org
we await the New Sun
==================*/





From ayan.kayal at yale.edu  Tue Aug 20 13:14:42 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Tue, 20 Aug 2002 13:14:42 -0400
Subject: [rt-users] Mantis
In-Reply-To: <20020820163934.GB9890@petdance.com>
Message-ID: <001101c2486d$134e9f30$0701a8c0@arknew>

Hmmm...Well, I logged in as viewer/viewer and the intro page is quick,
but did you happen to click on "View Bugs" in either IE 5.5 or Netscape
6.2? Don't know about Mozilla, but that style sheet takes a
realllllllllly long time to load. 15 seconds in IE and 18.777 seconds in
Netscape (as it said on the status bar).

O-                        ~ARK

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Andy Lester
> Sent: Tuesday, August 20, 2002 12:40 PM
> To: George Warnagiris
> Cc: Maren S. Leizaola; Dave Rolsky; David C. Troy; Rt-Users (E-mail)
> Subject: Re: [rt-users] RT2 Speed/performance problems.
> 
> 
> > Please email me if/when you find a ticketing systems that is easier 
> > and
> > faster than RT.  I am genuinely curious because I have not 
> been able to find 
> > one myself.
> 
> I just came from Mantis (mantisbt.sf.net) which is all PHP 
> and is fairly snappy speedwise, but not nearly as featureful. 
>  You can even reverse-engineer my import-mantis script (that 
> Jesse hasn't yet put up in addons, nudge nudge) to go from RT 
> tickets to Mantis, if you're so inclined.




From raanders at acm.org  Tue Aug 20 13:39:20 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Tue, 20 Aug 2002 10:39:20 -0700 (PDT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201150560.6105-100000@urth.org>
Message-ID: <Pine.LNX.4.33.0208201016160.17516-100000@main.cyber-office.net>

On Tue, 20 Aug 2002, Dave Rolsky wrote:

> On Tue, 20 Aug 2002, Maren S. Leizaola wrote:
> 
> > 	Maybe I am picky our just a lazy admin, but I believe that decent
> > system sould be maintainable, should be able install them in a snap,
> > reconfigure them, see what it is doing. You should be able to rebuild in
> > under one hour or less from nothing to live.
> 
> It sounds like you're lazy.  Despite what Larry Wall says, it isn't
> _always_ a virtue.

Well I am lazy and just installed RT a couple of weeks ago.  The system I 
installed on was a mostly out of the box RHL 7.3.  Hardware-wise an 
AMD(K-6) 3D/350 MHz with 128 MByte RAM and a 8 GByte IDE drive.
   Installed from the tarball and didn't use the CPAN module.  Getting all
the perl modules was ... fun and time consuming but not that difficult.
So fare being lazy can work.
 
This is a very lightly loaded RT system so I can't say too much about how
it will perform later but it is also the name server for several thousand
accounts/computers, runs Apache and PostgreSQL and I haven't had any
complaints about speed.  (One small snafu with a name server entry
yesterday caused it to not work at all - the guilty will remain nameless -
but I fixed that.  :-)

Oh I did make the changes in httpd.conf for the number of processes 
suggested a few days ago on the list.

I also just checked the system watching with top set to 1 second refresh
and saw the httpd and postmaster jump to 45%+ of the cpu for < 3 seconds
which doesn't surprise me since they both are running stock.


I like RT.
Rod
-- 
  "Open Source Software - Sometimes you get more than you paid for..."




From cwfox at fujitsu.com  Tue Aug 20 14:51:21 2002
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Tue, 20 Aug 2002 08:51:21 -1000
Subject: [rt-users] Subject Lines and Difficult Customers
Message-ID: <KNEOICNGFPAFJMEMGEIBIEECJLAA.cwfox@fujitsu.com>

Alle,

	I know most of you will agree this is a management issue, but I'm sort of
lost for alternatives and I could really use some suggestions.
	We are using RT2.0.13 on a Dual Celeron 500MHz CPU / 512MB w/RAID 5
(Hardware) Red Hat Linux 7.3 Box (this is probably immaterial for this
discussion, as the problem is a procedural one).
	Our customer opens tickets via the mailgate (no web access) into a default
holding queue, which is monitored by a "manager" for appropriate processing
(proper queue, engineer, priority, etc). The problem lies in that the
customer is adamant that we do not change the subject, leaving us with
innumerable instances of non-descriptive phrases we have to wade through
(ex. [No Subject], Re: user, Is it in yet? (yes, that last one was a real
subject)) on the Search/Listing.html and Elements/MyTickets.html pages (it
also makes searching via subject line practically worthless). This also
makes Monthly Reporting a Royal ???.
	So, my question is: Would there be anyway using the existing configuration
to create a "Tracking/Working Subject" or separate the ticket originator's
subject from the "Working" Subject for the duration of the ticket? The
bottom line is I want to see our subject when we use the web interface and I
want the customer to see their original subject in all correspondence, no
matter how "ate up" it is. The ticket number, of course, would remain in the
correspondence subject line (though the customer would prefer it at the
end).
	Any ideas would be greatly appreciated.

<RANT>
	Really, can anyone understand how it is easier to track (the customer's
words are that changing the subject and adding the ticket number makes it
"messy" to track) this (this is real, I swear):

Subject: [STN-IRR #0001] Is it in yet?

	than this:

Subject: [STN-IRR #0001] Request to add dialup procedures to public Web
pages.

	I'm at a loss for words.
</RANT>

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com
Phone:		(808) 934-4102
Pager:		(808) 934-1290
Cell:			(808) 937-5026






From andy at petdance.com  Tue Aug 20 14:55:08 2002
From: andy at petdance.com (Andy Lester)
Date: Tue, 20 Aug 2002 13:55:08 -0500
Subject: [rt-users] Mantis
In-Reply-To: <001101c2486d$134e9f30$0701a8c0@arknew>
References: <20020820163934.GB9890@petdance.com> <001101c2486d$134e9f30$0701a8c0@arknew>
Message-ID: <20020820185508.GA11441@petdance.com>

> Hmmm...Well, I logged in as viewer/viewer and the intro page is quick,
> but did you happen to click on "View Bugs" in either IE 5.5 or Netscape
> 6.2? Don't know about Mozilla, but that style sheet takes a
> realllllllllly long time to load. 15 seconds in IE and 18.777 seconds in
> Netscape (as it said on the status bar).

I didn't say I LIKED Mantis.  Just that I came from it.  In fact, that
should be a clue right there. :-)

xoox,
Andy

-- 
'Andy Lester        andy at petdance.com
 Programmer/author  petdance.com
 Daddy              parsley.org/quinn   Jk'=~/.+/s;print((split//,$&)
                            [unpack'C*',"n2]3%+>\"34.'%&.'^%4+!o.'"])



From rotman at inode.at  Tue Aug 20 15:23:35 2002
From: rotman at inode.at (Robert Rotman)
Date: Tue, 20 Aug 2002 21:23:35 +0200
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201103470.839-100000@beast.toad.net>; from dave@toad.net on Tue, Aug 20, 2002 at 11:11:16AM -0400
References: <Pine.LNX.4.44.0208201454290.25427-100000@hades.leizaola.com> <Pine.LNX.4.44.0208201103470.839-100000@beast.toad.net>
Message-ID: <20020820212335.A25837@inode.at>

slightly off-topic...

I'd also big performance problems with rt2 and went back to rt1.
are there any addons/fixes for the mime-types in the subject-line
for rt1?

robert

PS: about 100 people using rt with now Serial Number: 252815



From Weimer at CERT.Uni-Stuttgart.DE  Tue Aug 20 16:01:50 2002
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Tue, 20 Aug 2002 22:01:50 +0200
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201527220.25427-100000@hades.leizaola.com> ("Maren
 S. Leizaola"'s message of "Tue, 20 Aug 2002 15:42:58 +0800 (HKT)")
References: <Pine.LNX.4.44.0208201527220.25427-100000@hades.leizaola.com>
Message-ID: <877kil2tap.fsf@CERT.Uni-Stuttgart.DE>

"Maren S. Leizaola" <maren at leizaola.com> writes:

> The board is an ASUS P2BF-D (old but great board), with two PII 450Mhz,
> the machine has 512MB of RAM, the disks are running on a promise raid
> TX2-100. The disks are idle, the HTTP deamons eat CPU like there is no
> tomorow, and they inflate themselves like zepplins, even with only one
> user.

Use mod_fastcgi instead.  Then you'll have to cope just with one
growing process. :-)

If you use mod_perl and the httpd children die too quickly (after too
few process requests), then you incur the horrendous RT loading
overhead on every second ticket or so.  This can kill your performance
much more thoroughly than any other way (with the notable exception of
an un-VACUUM-ed PostgreSQL database, of course).

-- 
Florian Weimer 	                  Weimer at CERT.Uni-Stuttgart.DE
University of Stuttgart           http://CERT.Uni-Stuttgart.DE/people/fw/
RUS-CERT                          fax +49-711-685-5898



From bruce_campbell at ripe.net  Tue Aug 20 16:36:13 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 20 Aug 2002 22:36:13 +0200 (CEST)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201150560.6105-100000@urth.org>
Message-ID: <Pine.LNX.4.44.0208202227390.19105-100000@x22.ripe.net>

On Tue, 20 Aug 2002, Dave Rolsky wrote:

> On Tue, 20 Aug 2002, Maren S. Leizaola wrote:
>
> > 	Maybe I am picky our just a lazy admin, but I believe that decent
> > system sould be maintainable, should be able install them in a snap,
> > reconfigure them, see what it is doing. You should be able to rebuild in
> > under one hour or less from nothing to live.
>
> It sounds like you're lazy.  Despite what Larry Wall says, it isn't
> _always_ a virtue.

Now now children, you're starting to sound like the qmail list.  _Thats_
the unfortunate aspect, not that someone has found RT2 not to their
liking.

Maren, its unfortunate that you've found RT2 to be unusable.  Should you
wish to return to RT, the rt-users list can assist you provided that you
ask for assistance and provide details of the problem.

For rather lightweight ticket/problem managers, theres gnats or
{w,www}req.  For medium weight, bugzilla or RT1 with a bit of spit and
polish to add the requested features (there are hints on how to do this in
rt-users about a year or more ago).

Kind regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From rajmen at olemiss.edu  Tue Aug 20 17:14:41 2002
From: rajmen at olemiss.edu (Rajesh Menon)
Date: Tue, 20 Aug 2002 16:14:41 -0500
Subject: [rt-users] RT Statistics Package Installation Help
In-Reply-To: <20020820192501.19578.54293.Mailman@pallas.eruditorum.org>
Message-ID: <000d01c2488e$99d58b60$2f814a82@Raj>

Hello,

I am trying to setup RT Statistics (Simon Cozen's) package on RT 2.0.14,
running on a Red Hat 7.2 box. Is there a way someone can help me with some
installation guidelines. Looks like i installed all the required modules,
including Apache::GD::Graph and made the modifications in the httpd.conf
file.

How do i get to the initial page?

I can get to my RT page and i have the stats folder under <RT-PATH>/WebRT
folder and i have the folder chart under <RT-PATH>/html folder.

If i try to open http://<RT-PATH>/chart  it gives me and error in the apache
log "Undefined subroutine &Apache::GD::Graph::handler called"

Where do i go from here? Any help / comments in this regard would be highly
appreciated.

Thanks,

Raj





From maren at leizaola.com  Tue Aug 20 14:53:24 2002
From: maren at leizaola.com (Maren S. Leizaola)
Date: Wed, 21 Aug 2002 02:53:24 +0800 (HKT)
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208202227390.19105-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.44.0208210251590.28456-100000@hades.leizaola.com>

On Tue, 20 Aug 2002, Bruce Campbell wrote:

> On Tue, 20 Aug 2002, Dave Rolsky wrote:
>
> > On Tue, 20 Aug 2002, Maren S. Leizaola wrote:
> >
> > > 	Maybe I am picky our just a lazy admin, but I believe that decent
> > > system sould be maintainable, should be able install them in a snap,
> > > reconfigure them, see what it is doing. You should be able to rebuild in
> > > under one hour or less from nothing to live.
> >
> > It sounds like you're lazy.  Despite what Larry Wall says, it isn't
> > _always_ a virtue.
>
> Now now children, you're starting to sound like the qmail list.  _Thats_
> the unfortunate aspect, not that someone has found RT2 not to their
> liking.
>
> Maren, its unfortunate that you've found RT2 to be unusable.  Should you
> wish to return to RT, the rt-users list can assist you provided that you
> ask for assistance and provide details of the problem.

Right now I am thinking of engaging Jesse, the man himself, to prove me
wrong...

Let see.

>
> For rather lightweight ticket/problem managers, theres gnats or
> {w,www}req.  For medium weight, bugzilla or RT1 with a bit of spit and
> polish to add the requested features (there are hints on how to do this in
> rt-users about a year or more ago).
>

I will have a quick peak.

Maren.

> Kind regards,
>
> --
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B             Operations/Security
>
>
> _______________________________________________
> 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 Jake.Skinner at gribbles.com.au  Tue Aug 20 23:42:30 2002
From: Jake.Skinner at gribbles.com.au (Jake Skinner)
Date: Wed, 21 Aug 2002 13:12:30 +0930
Subject: [rt-users] Mysql db creation hassles with tools/initdb
Message-ID: <008d01c248c4$c7264880$c76237cb@adeit708>

It is failing when trying to create indexs - complaining that fields being
used to index on aren't set to 'NOT NULL'

RH7.2, mysql 3.22.32, rt 2.0.14

Any help would be fantastic! :)

jake



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The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material.  Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any system and destroy any copies.

Any views expressed in this message are those of the individual sender and may not necessarily reflect the views of The Gribbles Group.

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Under no circumstances do we accept liability for any loss or damage which may result from your receipt of this message or any attachment.



From darrinw at nixc.net  Tue Aug 20 23:37:54 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 20 Aug 2002 23:37:54 -0400
Subject: [rt-users] Mysql db creation hassles with tools/initdb
In-Reply-To: <008d01c248c4$c7264880$c76237cb@adeit708>; from Jake.Skinner@gribbles.com.au on Wed, Aug 21, 2002 at 01:12:30PM +0930
References: <008d01c248c4$c7264880$c76237cb@adeit708>
Message-ID: <20020820233754.X73647@nixc.net>

  |+ It is failing when trying to create indexs - complaining that fields being
  |+ used to index on aren't set to 'NOT NULL'
  |+ 
  |+ RH7.2, mysql 3.22.32, rt 2.0.14

Did you read the README file?

REQUIRED PACKAGES:
[snip]

o   A DB backend; MySQL is recommended ( http://www.mysql.com )
        Currently supported:    Mysql 3.23.38 or newer.
                                 (Some older releases had crippling SQL bugs)
                                Postgres 7.1
        Partially supported:    Oracle 8i

Upgrade MySQL.




From Jake.Skinner at gribbles.com.au  Tue Aug 20 23:53:25 2002
From: Jake.Skinner at gribbles.com.au (Jake Skinner)
Date: Wed, 21 Aug 2002 13:23:25 +0930
Subject: [rt-users] Mysql db creation hassles with tools/initdb
References: <008d01c248c4$c7264880$c76237cb@adeit708> <20020820233754.X73647@nixc.net>
Message-ID: <00c701c248c6$4d67fbe0$c76237cb@adeit708>

> Did you read the README file?

Ummm.... I thought I did ;)

thanx

(hiding and going red from embarressment) jake



Attention:
The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material.  Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any system and destroy any copies.

Any views expressed in this message are those of the individual sender and may not necessarily reflect the views of The Gribbles Group.

Thank You.

Whilst every effort has been made to ensure that this e-mail message and any attachments are free from viruses, you should scan this message and any attachments.
Under no circumstances do we accept liability for any loss or damage which may result from your receipt of this message or any attachment.



From kazu at kmn.co.jp  Wed Aug 21 00:59:53 2002
From: kazu at kmn.co.jp (Kazu Kimura)
Date: Wed, 21 Aug 2002 13:59:53 +0900
Subject: [rt-users] installation problem
Message-ID: <011a01c248cf$99c1f2d0$450aa8c0@Office>

All,

I am still having problem with rt2 installation as follows.

<Quote start>
Congratulations. RT has been upgraded. You should now check-over
/opt/rt2/etc/config.pm for any necessary site customization. Additionally,
you should update RT's system database objects by running
           /opt/rt2/etc/insertdata <version>
where <version> is the version of RT you're upgrading from.
/usr/bin/perl -I//opt/rt2/etc -I//opt/rt2/lib //opt/rt2/etc/insertdata
Can't locate object method "new" via package "RT::Handle" at
//opt/rt2/etc/inser
tdata line 26.
*** Error code 255

Stop in /usr/home/kazu/rt-2-0-14.
localhost#
<Quote end>

Do you have any suggestion on this?

Regards,
Kazu,





From scott at xs4all.nl  Wed Aug 21 02:52:17 2002
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Wed, 21 Aug 2002 08:52:17 +0200
Subject: [rt-users] Deleting dead tickets (especially attachments)
Message-ID: <20020821065216.GA515@xs4all.nl>

Hi,

About a year ago there was a reference on the list to a perl script for
removing data from the database for dead tickets -- unfortunately, it
looks like the web site where that was hosted, and perhaps the company
itself, no longer exist.

Does anyone have a copy?  Or, does anyone have a good reference to the
location of a script/tool for pruning garbage out of a somewhat bloaty
feeling MySQL database?  

As of last night to this morning I've noticed that adding new data to
the database takes an unreasonable amount of time -- seconds to minutes,
through the command line tool, so not an Apache/mod_perl problem this
time.  My hunch is that the thousands of copies of viruses we're storing
in our 604112148 byte Attachments.MYD may have something to do with
this.

I'm not entirely comfortable in SQL yet, so any help would be
appreciated on doing this right; ideally I'd like to completely delete
dead tickets older than X days, or something convenient like that...

Thanks,

Scott A. McIntyre




From alesh at opensource-technologies.com  Wed Aug 21 04:06:10 2002
From: alesh at opensource-technologies.com (=?iso-8859-2?Q?Ale=B9_Mustar?=)
Date: Wed, 21 Aug 2002 10:06:10 +0200
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201603120.25427-100000@hades.leizaola.com>
Message-ID: <001a01c248e9$9c9bef00$1c01a8c0@asus>

Sorry to say this (don't want to start any flame war), but yer one hell
of a lazy admin. What the hell do they pay you for?

If you want to pull out the best of PHP, mysql, etc... There is more to
it then just simple ./configure ; make ; make install.

I admit that first i thought RT was a nightmare to set up, now I don't
anymore... 

A.


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Maren S. Leizaola
Sent: Tuesday, August 20, 2002 10:14 AM
To: Dave Rolsky
Cc: David C. Troy; Rt-Users (E-mail)
Subject: Re: [rt-users] RT2 Speed/performance problems.


On Tue, 20 Aug 2002, Dave Rolsky wrote:

> On Tue, 20 Aug 2002, Maren S. Leizaola wrote:
>
> > Well I've optimized the tables when stuff has been deleted but other

> > than that I am using mysql default installation. A totally dedicated

> > machine.
>
> The default mysql config uses very little memory and doesn't take 
> advantage of multiple processors as well as it could.  Actually tuning

> MySQL can have a big impact.
>
> I'd also recommend to anyone that they either use Mason 1.05 or 
> 1.1201, but not 1.10 or 1.11.  1.12 is also fine except it doesn't 
> work with Perl 5.00503.  The 1.10 and 1.11 releases have memory leaks 
> that can suck up some decent memory, so up- or down-grading is 
> definitely recommended.  If you're not using Mason for other 
> development, there's little reason to upgrade from 1.05 for those 
> currently using . 1.12 does offer a lot of cool new features, but it's

> also slower.
>
> Of course, the chances that Mason was the bottleneck in Maren's case 
> are very small, since RT is most likely going to be DBMS-bound once 
> more than a small number of tickets have been created.

Dave,
	Maybe I am picky our just a lazy admin, but I believe that
decent system sould be maintainable, should be able install them in a
snap, reconfigure them, see what it is doing. You should be able to
rebuild in under one hour or less from nothing to live.

This was what I was referring to that RT2 has gone in the wrong
direction. The installation is a nightmare if you compare it to just
about any other Open source system I have had on my machines during the
past 8 years...

Look at what you have above, you have to tune, mysql, mason, the right
version, make sure that mode perl does this, make sure that apache kills
the process after etc....

I don't doubt that you guys love it and without it you would struggle.
Well maybe it is just me. I like systems software like postfix, Nuke,
that do their job and let me get on with what I should be doing.

Cheers,
Maren.


>
>
> -dave
>
> /*==================
> www.urth.org
> we await the New Sun
> ==================*/
>


_______________________________________________
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 rt at netthink.co.uk  Wed Aug 21 05:15:53 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Wed, 21 Aug 2002 10:15:53 +0100
Subject: [rt-users] Deleting dead tickets (especially attachments)
In-Reply-To: <20020821065216.GA515@xs4all.nl>
References: <20020821065216.GA515@xs4all.nl>
Message-ID: <20020821091553.GA3907@netthink.co.uk>

Scott A. McIntyre:
> About a year ago there was a reference on the list to a perl script for
> removing data from the database for dead tickets -- unfortunately, it
> looks like the web site where that was hosted, and perhaps the company
> itself, no longer exist.
> 
> Does anyone have a copy? 

Yep. It's attached.

-- 
"Irrigation of the land with seawater desalinated by fusion power is ancient.
It's called 'rain'."
-- Michael McClary, in alt.fusion
-------------- next part --------------
#!/usr/bin/perl
#
# Steve Poirier - steve at inet-technologies.com
# edited by Tim Allwine tallwine at oreilly.com
# to use with RT2 and MySQL

use strict;
my $ticketnbr = 0;

BEGIN { push @INC, "/usr/local/share/rt2/lib/"; do "/usr/local/share/rt2/etc/config.pm"; }
use RT;
(my $x=RT::Handle->new)->Connect;

my $dbh = $x->dbh() or die "Couldn't connect to RT database";

my $sql = q{SELECT id FROM Tickets where Status=?};
my $sth = $dbh->prepare($sql);
$sth->execute('dead');

# proceed with deletion

my $d_sth = $dbh->prepare('SELECT id FROM Transactions where Ticket=?');
my $stid = $dbh->prepare('DELETE FROM Attachments WHERE TransactionId=?');
my $sttrans = $dbh->prepare( 'DELETE FROM Transactions WHERE Ticket=?');
my $stwatch = $dbh->prepare( 'DELETE FROM Watchers WHERE Value=?');
my $stobjects =$dbh->prepare( 'DELETE FROM ObjectKeywords WHERE ObjectId=?');
my $stticket = $dbh->prepare( 'DELETE FROM Tickets WHERE id=?');

open MAIL, '|mail -s "dead tickets" database at rt.oucs.ox.ac.uk' or die $!;

print MAIL $sth->rows()," dead tickets were removed.\n\n";

while ( my ($ticketid) = $sth->fetchrow_array() )  {
    #print "\nticket $ticketid is dead. Deleting:  ";
    $d_sth->execute($ticketid);

# delete Attachments for this ticket
    #print "Attachments. ";
    while ( my ($transid) = $d_sth->fetchrow_array() )  {
	$stid->execute($transid);
    }

# delete Ticket in Transactions table
    #print "Transactions. ";
    $sttrans->execute($ticketid);

# delete Ticket in ticket in Watchers table
    #print "Watchers. ";
    $stwatch->execute($ticketid);

# delete Ticket in ObjectKeywords table
    #print "ObjectKeywords. ";
    $stobjects->execute($ticketid);

# delete Ticket from the Tickets table
    #print "Ticket. ";
    $stticket->execute($ticketid);

    $ticketnbr++;
}
#print "\nDone. Deleted $ticketnbr tickets.\n\n";

exit;


From scott at xs4all.nl  Wed Aug 21 08:21:39 2002
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Wed, 21 Aug 2002 14:21:39 +0200
Subject: [rt-users] Odd performance problem - returning from submissions.
Message-ID: <20020821122139.GA1569@xs4all.nl>

Hi,

Thanks to Simon for that delete tickets script -- sadly, whilst it
probably did help get rid of 6500 tickets that didn't need to be there,
I'm still facing the same odd performance problem as earlier today.

The symptom is simple:  Queries and searches are fine, but any
changes/writes to the database seem to happen quickly, but both the
command line rt tool and the web interface "stall" when waiting for the
result.

What's peculiar is that the changes do seem to happen fast; if I make
a comment on a ticket and click on Submit, it stalls for several moments
without updating the display -- however, if I have another rt window
open and put in the ticket number that I just updated, the query returns
quickly *with* the changes that are still 'Loading' in the other window.

This is new behaviour from yesterday evening, which is why I felt it was
some sort of a size issue with the database, poor indexing, etc...as a
test I've built a new apache with fastcgi and am running it in parallel
(to rule out mod_perl) and I felt the delay there as well, plus, as I
say, the command line tools do the same.

An rt --create produced this timing:

real    2m1.148s
user    0m0.850s
sys     0m0.100s


Which is obviously a bit drastic.  This is with rt 2-0-13, on a 1Ghz
Celeron, with 512mb of RAM.  RedHat Linux 7.2, and the system is
otherwise "idle" with a very low load average, enough free memory and no
errors anywhere obvious as to disk errors (IDE, MAXTOR 6L040J2).

Total number of tickets is about 39000 or so at the moment, with the
entire rt2 database taking up about 625 megabytes in /var/lib/mysql...

If anyone has any thoughts as to why just the writing/modifications
would be producing such a noticeable delay, I'd very much like to hear
them....in the mean time, I'll keep trying to pin this down a bit
further.

Thanks,

Scott




From michael.k.brown at alcatel.com  Wed Aug 21 10:15:30 2002
From: michael.k.brown at alcatel.com (Michael K. Brown)
Date: 21 Aug 2002 10:15:30 -0400
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201527220.25427-100000@hades.leizaola.com>
Message-ID: <NEBBJEPBGHDJIBIIMJEKEECKCMAA.michael.k.brown@alcatel.com>

As a Non-IT person running a webserver with RT and PostNuke, I thought I'd
wade into the discussion:

First: I'm not a programmer, sys-admin, or have EVER had formal IT training.
I'm an advanced computer USER who happens to be a lab technician with an
interest in computers.

Second: I set up a webserver to support my lab users and environment.  I
loaded a Dual Ultra-II (UltraSparc) with 512MB of RAM and a 4GB hard disk
with Solaris 8, manually added the packages for GNU tools, PERL 5.6.1, and
then used ApacheToolbox to help with installing Apache, MySQL, and all the
required packages.  It all still required tweaking to get it all running
properly with Solaris.  All of my Unix/PERL/PHP/MySQL skills are self
taught, with a lot of help from google.ca and people on mailing lists like
this one.

Third: I installed RT (and I did fight with it to get all the dependancies
working), but I thought it was worth it, because RT2 was the best that I had
seen out there, and because this list was active and people were very
helpful in doing mods and fixes.

Fourth: I modified RT2 and PostNuke to get them to do what I want them to
do.  My RT pages load in 2 seconds typically, and my PostNuke pages load in
3-5.  I'm still tweaking both systems as I learn new things from the people
on this list and on PostNuke.com.    What I've learned over my years of
being a computer user is that nothing is ever perfect out-of-the-box, and
you only get out of it what you put into it.  RT and PostNuke are both very
extensible, well-designed systems, and I think that you can get a lot from
those systems if you're willing to put some time into them!  My $0.02
worth... (before taxes!)

Lastly, I would like to thank all the RT-User's Listers for all their
assistance, especially Rich Lafferty, Phil Homewood, Michael Grubb, Mike
Quitero, Smylers, Bruce Campbell and Paul Rossman (and anyone else who's
helped me out in the past that I might have missed!)

/Mike
Lab Services
Alcatel BND

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Maren S. Leizaola
Sent: Tuesday, August 20, 2002 3:43 AM
To: Rich Lafferty
Cc: Rt-Users (E-mail)
Subject: Re: [rt-users] RT2 Speed/performance problems.


On Tue, 20 Aug 2002, Rich Lafferty wrote:

> On Tue, Aug 20, 2002 at 03:06:05PM +0800, Maren S. Leizaola
<maren at leizaola.com> wrote:
> >
> > 3-10 seconds is the norm, for us it does not cut it.
>
> So yours takes 5-10x as long as mine when I use Mozilla, but runs on
> faster hardware. Still think it's RT?

Well this is what I see...

The board is an ASUS P2BF-D (old but great board), with two PII 450Mhz,
the machine has 512MB of RAM, the disks are running on a promise raid
TX2-100. The disks are idle, the HTTP deamons eat CPU like there is no
tomorow, and they inflate themselves like zepplins, even with only one
user.

I also think that RT UI is designed for large teams and the number of
clicks at the interface are execessive for smaller support teams. Less
clicks more speed more e-mails out. With RT1 we could respond about 10% of
e-mails in under 5 mins, as it was quick and nimble.

Cheers,
Maren.

>
>   -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 -----------+-----------------------------------------------
>
> _______________________________________________
> 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 inuzite.com  Wed Aug 21 10:29:52 2002
From: marc at inuzite.com (Marc Villeneuve)
Date: Wed, 21 Aug 2002 10:29:52 -0400
Subject: [rt-users] unsubscribe
References: <20020821142001.22839.37485.Mailman@pallas.eruditorum.org>
Message-ID: <001f01c2491f$36989ba0$408ff38e@in25www>

----- Original Message -----
From: <rt-users-request at lists.fsck.com>
To: <rt-users at lists.fsck.com>
Sent: Wednesday, August 21, 2002 10:20 AM
Subject: rt-users digest, Vol 1 #780 - 13 msgs


> Send rt-users mailing list submissions to
> rt-users at lists.fsck.com
>
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> Today's Topics:
>
>    1. Re: RT2 Speed/performance problems. (Florian Weimer)
>    2. Re: RT2 Speed/performance problems. (Bruce Campbell)
>    3. RT Statistics Package Installation Help (Rajesh Menon)
>    4. Re: RT2 Speed/performance problems. (Maren S. Leizaola)
>    5. Mysql db creation hassles with tools/initdb (Jake Skinner)
>    6. Re: Mysql db creation hassles with tools/initdb (Darrin Walton)
>    7. Re: Mysql db creation hassles with tools/initdb (Jake Skinner)
>    8. installation problem (Kazu Kimura)
>    9. Deleting dead tickets (especially attachments) (Scott A. McIntyre)
>   10. RE: RT2 Speed/performance problems. (=?iso-8859-2?Q?Ale=B9_Mustar?=)
>   11. Re: Deleting dead tickets (especially attachments) (Simon Cozens)
>   12. Odd performance problem - returning from submissions. (Scott A.
McIntyre)
>   13. RE: RT2 Speed/performance problems. (Michael K. Brown)
>
> --__--__--
>
> Message: 1
> To: "Maren S. Leizaola" <maren at leizaola.com>
> Cc: Rich Lafferty <rich+rt at lafferty.ca>,
> "Rt-Users (E-mail)" <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] RT2 Speed/performance problems.
> From: Florian Weimer <Weimer at CERT.Uni-Stuttgart.DE>
> Date: Tue, 20 Aug 2002 22:01:50 +0200
>
> "Maren S. Leizaola" <maren at leizaola.com> writes:
>
> > The board is an ASUS P2BF-D (old but great board), with two PII 450Mhz,
> > the machine has 512MB of RAM, the disks are running on a promise raid
> > TX2-100. The disks are idle, the HTTP deamons eat CPU like there is no
> > tomorow, and they inflate themselves like zepplins, even with only one
> > user.
>
> Use mod_fastcgi instead.  Then you'll have to cope just with one
> growing process. :-)
>
> If you use mod_perl and the httpd children die too quickly (after too
> few process requests), then you incur the horrendous RT loading
> overhead on every second ticket or so.  This can kill your performance
> much more thoroughly than any other way (with the notable exception of
> an un-VACUUM-ed PostgreSQL database, of course).
>
> --
> Florian Weimer                   Weimer at CERT.Uni-Stuttgart.DE
> University of Stuttgart           http://CERT.Uni-Stuttgart.DE/people/fw/
> RUS-CERT                          fax +49-711-685-5898
>
>
> --__--__--
>
> Message: 2
> Date: Tue, 20 Aug 2002 22:36:13 +0200 (CEST)
> From: Bruce Campbell <bruce_campbell at ripe.net>
> To: "Rt-Users (E-mail)" <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] RT2 Speed/performance problems.
>
> On Tue, 20 Aug 2002, Dave Rolsky wrote:
>
> > On Tue, 20 Aug 2002, Maren S. Leizaola wrote:
> >
> > > Maybe I am picky our just a lazy admin, but I believe that decent
> > > system sould be maintainable, should be able install them in a snap,
> > > reconfigure them, see what it is doing. You should be able to rebuild
in
> > > under one hour or less from nothing to live.
> >
> > It sounds like you're lazy.  Despite what Larry Wall says, it isn't
> > _always_ a virtue.
>
> Now now children, you're starting to sound like the qmail list.  _Thats_
> the unfortunate aspect, not that someone has found RT2 not to their
> liking.
>
> Maren, its unfortunate that you've found RT2 to be unusable.  Should you
> wish to return to RT, the rt-users list can assist you provided that you
> ask for assistance and provide details of the problem.
>
> For rather lightweight ticket/problem managers, theres gnats or
> {w,www}req.  For medium weight, bugzilla or RT1 with a bit of spit and
> polish to add the requested features (there are hints on how to do this in
> rt-users about a year or more ago).
>
> Kind regards,
>
> --
>                              Bruce Campbell
RIPE
>                    Systems/Network Engineer
NCC
>                  www.ripe.net - PGP562C8B1B
Operations/Security
>
>
>
> --__--__--
>
> Message: 3
> Reply-To: <rajmen at olemiss.edu>
> From: "Rajesh Menon" <rajmen at olemiss.edu>
> To: <rt-users at lists.fsck.com>
> Date: Tue, 20 Aug 2002 16:14:41 -0500
> Subject: [rt-users] RT Statistics Package Installation Help
>
> Hello,
>
> I am trying to setup RT Statistics (Simon Cozen's) package on RT 2.0.14,
> running on a Red Hat 7.2 box. Is there a way someone can help me with some
> installation guidelines. Looks like i installed all the required modules,
> including Apache::GD::Graph and made the modifications in the httpd.conf
> file.
>
> How do i get to the initial page?
>
> I can get to my RT page and i have the stats folder under <RT-PATH>/WebRT
> folder and i have the folder chart under <RT-PATH>/html folder.
>
> If i try to open http://<RT-PATH>/chart  it gives me and error in the
apache
> log "Undefined subroutine &Apache::GD::Graph::handler called"
>
> Where do i go from here? Any help / comments in this regard would be
highly
> appreciated.
>
> Thanks,
>
> Raj
>
>
>
>
> --__--__--
>
> Message: 4
> Date: Wed, 21 Aug 2002 02:53:24 +0800 (HKT)
> From: "Maren S. Leizaola" <maren at leizaola.com>
> To: Bruce Campbell <bruce_campbell at ripe.net>
> Cc: "Rt-Users (E-mail)" <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] RT2 Speed/performance problems.
>
> On Tue, 20 Aug 2002, Bruce Campbell wrote:
>
> > On Tue, 20 Aug 2002, Dave Rolsky wrote:
> >
> > > On Tue, 20 Aug 2002, Maren S. Leizaola wrote:
> > >
> > > > Maybe I am picky our just a lazy admin, but I believe that decent
> > > > system sould be maintainable, should be able install them in a snap,
> > > > reconfigure them, see what it is doing. You should be able to
rebuild in
> > > > under one hour or less from nothing to live.
> > >
> > > It sounds like you're lazy.  Despite what Larry Wall says, it isn't
> > > _always_ a virtue.
> >
> > Now now children, you're starting to sound like the qmail list.  _Thats_
> > the unfortunate aspect, not that someone has found RT2 not to their
> > liking.
> >
> > Maren, its unfortunate that you've found RT2 to be unusable.  Should you
> > wish to return to RT, the rt-users list can assist you provided that you
> > ask for assistance and provide details of the problem.
>
> Right now I am thinking of engaging Jesse, the man himself, to prove me
> wrong...
>
> Let see.
>
> >
> > For rather lightweight ticket/problem managers, theres gnats or
> > {w,www}req.  For medium weight, bugzilla or RT1 with a bit of spit and
> > polish to add the requested features (there are hints on how to do this
in
> > rt-users about a year or more ago).
> >
>
> I will have a quick peak.
>
> Maren.
>
> > Kind regards,
> >
> > --
> >                              Bruce Campbell
RIPE
> >                    Systems/Network Engineer
NCC
> >                  www.ripe.net - PGP562C8B1B
Operations/Security
> >
> >
> > _______________________________________________
> > 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
> >
>
>
>
> --__--__--
>
> Message: 5
> From: "Jake Skinner" <Jake.Skinner at gribbles.com.au>
> To: "RT Users" <rt-users at lists.fsck.com>
> Date: Wed, 21 Aug 2002 13:12:30 +0930
> Subject: [rt-users] Mysql db creation hassles with tools/initdb
>
> It is failing when trying to create indexs - complaining that fields being
> used to index on aren't set to 'NOT NULL'
>
> RH7.2, mysql 3.22.32, rt 2.0.14
>
> Any help would be fantastic! :)
>
> jake
>
>
>
> Attention:
> The information contained in this message and or attachments is intended
only for the person or entity to which it is addressed and may contain
confidential and/or privileged material.  Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon,
this information by persons or entities other than the intended recipient is
prohibited. If you received this in error, please contact the sender and
delete the material from any system and destroy any copies.
>
> Any views expressed in this message are those of the individual sender and
may not necessarily reflect the views of The Gribbles Group.
>
> Thank You.
>
> Whilst every effort has been made to ensure that this e-mail message and
any attachments are free from viruses, you should scan this message and any
attachments.
> Under no circumstances do we accept liability for any loss or damage which
may result from your receipt of this message or any attachment.
>
>
> --__--__--
>
> Message: 6
> Date: Tue, 20 Aug 2002 23:37:54 -0400
> From: Darrin Walton <darrinw at nixc.net>
> To: Jake Skinner <Jake.Skinner at gribbles.com.au>
> Cc: RT Users <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] Mysql db creation hassles with tools/initdb
> Organization: NIXC, Inc.
>
>   |+ It is failing when trying to create indexs - complaining that fields
being
>   |+ used to index on aren't set to 'NOT NULL'
>   |+
>   |+ RH7.2, mysql 3.22.32, rt 2.0.14
>
> Did you read the README file?
>
> REQUIRED PACKAGES:
> [snip]
>
> o   A DB backend; MySQL is recommended ( http://www.mysql.com )
>         Currently supported:    Mysql 3.23.38 or newer.
>                                  (Some older releases had crippling SQL
bugs)
>                                 Postgres 7.1
>         Partially supported:    Oracle 8i
>
> Upgrade MySQL.
>
>
>
> --__--__--
>
> Message: 7
> From: "Jake Skinner" <Jake.Skinner at gribbles.com.au>
> To: "RT Users" <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] Mysql db creation hassles with tools/initdb
> Date: Wed, 21 Aug 2002 13:23:25 +0930
>
> > Did you read the README file?
>
> Ummm.... I thought I did ;)
>
> thanx
>
> (hiding and going red from embarressment) jake
>
>
>
> Attention:
> The information contained in this message and or attachments is intended
only for the person or entity to which it is addressed and may contain
confidential and/or privileged material.  Any review, retransmission,
dissemination or other use of, or taking of any action in reliance upon,
this information by persons or entities other than the intended recipient is
prohibited. If you received this in error, please contact the sender and
delete the material from any system and destroy any copies.
>
> Any views expressed in this message are those of the individual sender and
may not necessarily reflect the views of The Gribbles Group.
>
> Thank You.
>
> Whilst every effort has been made to ensure that this e-mail message and
any attachments are free from viruses, you should scan this message and any
attachments.
> Under no circumstances do we accept liability for any loss or damage which
may result from your receipt of this message or any attachment.
>
>
> --__--__--
>
> Message: 8
> From: "Kazu Kimura" <kazu at kmn.co.jp>
> To: <rt-users at lists.fsck.com>
> Date: Wed, 21 Aug 2002 13:59:53 +0900
> Organization: KMN
> Subject: [rt-users] installation problem
>
> All,
>
> I am still having problem with rt2 installation as follows.
>
> <Quote start>
> Congratulations. RT has been upgraded. You should now check-over
> /opt/rt2/etc/config.pm for any necessary site customization. Additionally,
> you should update RT's system database objects by running
>            /opt/rt2/etc/insertdata <version>
> where <version> is the version of RT you're upgrading from.
> /usr/bin/perl -I//opt/rt2/etc -I//opt/rt2/lib //opt/rt2/etc/insertdata
> Can't locate object method "new" via package "RT::Handle" at
> //opt/rt2/etc/inser
> tdata line 26.
> *** Error code 255
>
> Stop in /usr/home/kazu/rt-2-0-14.
> localhost#
> <Quote end>
>
> Do you have any suggestion on this?
>
> Regards,
> Kazu,
>
>
>
>
> --__--__--
>
> Message: 9
> Date: Wed, 21 Aug 2002 08:52:17 +0200
> From: "Scott A. McIntyre" <scott at xs4all.nl>
> To: RT-Users <rt-users at lists.fsck.com>
> Subject: [rt-users] Deleting dead tickets (especially attachments)
>
> Hi,
>
> About a year ago there was a reference on the list to a perl script for
> removing data from the database for dead tickets -- unfortunately, it
> looks like the web site where that was hosted, and perhaps the company
> itself, no longer exist.
>
> Does anyone have a copy?  Or, does anyone have a good reference to the
> location of a script/tool for pruning garbage out of a somewhat bloaty
> feeling MySQL database?
>
> As of last night to this morning I've noticed that adding new data to
> the database takes an unreasonable amount of time -- seconds to minutes,
> through the command line tool, so not an Apache/mod_perl problem this
> time.  My hunch is that the thousands of copies of viruses we're storing
> in our 604112148 byte Attachments.MYD may have something to do with
> this.
>
> I'm not entirely comfortable in SQL yet, so any help would be
> appreciated on doing this right; ideally I'd like to completely delete
> dead tickets older than X days, or something convenient like that...
>
> Thanks,
>
> Scott A. McIntyre
>
>
>
> --__--__--
>
> Message: 10
> From: =?iso-8859-2?Q?Ale=B9_Mustar?= <alesh at opensource-technologies.com>
> To: <rt-users at lists.fsck.com>
> Subject: RE: [rt-users] RT2 Speed/performance problems.
> Date: Wed, 21 Aug 2002 10:06:10 +0200
> Organization: Opensource-Technologies
>
> Sorry to say this (don't want to start any flame war), but yer one hell
> of a lazy admin. What the hell do they pay you for?
>
> If you want to pull out the best of PHP, mysql, etc... There is more to
> it then just simple ./configure ; make ; make install.
>
> I admit that first i thought RT was a nightmare to set up, now I don't
> anymore...
>
> A.
>
>
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Maren S. Leizaola
> Sent: Tuesday, August 20, 2002 10:14 AM
> To: Dave Rolsky
> Cc: David C. Troy; Rt-Users (E-mail)
> Subject: Re: [rt-users] RT2 Speed/performance problems.
>
>
> On Tue, 20 Aug 2002, Dave Rolsky wrote:
>
> > On Tue, 20 Aug 2002, Maren S. Leizaola wrote:
> >
> > > Well I've optimized the tables when stuff has been deleted but other
>
> > > than that I am using mysql default installation. A totally dedicated
>
> > > machine.
> >
> > The default mysql config uses very little memory and doesn't take
> > advantage of multiple processors as well as it could.  Actually tuning
>
> > MySQL can have a big impact.
> >
> > I'd also recommend to anyone that they either use Mason 1.05 or
> > 1.1201, but not 1.10 or 1.11.  1.12 is also fine except it doesn't
> > work with Perl 5.00503.  The 1.10 and 1.11 releases have memory leaks
> > that can suck up some decent memory, so up- or down-grading is
> > definitely recommended.  If you're not using Mason for other
> > development, there's little reason to upgrade from 1.05 for those
> > currently using . 1.12 does offer a lot of cool new features, but it's
>
> > also slower.
> >
> > Of course, the chances that Mason was the bottleneck in Maren's case
> > are very small, since RT is most likely going to be DBMS-bound once
> > more than a small number of tickets have been created.
>
> Dave,
> Maybe I am picky our just a lazy admin, but I believe that
> decent system sould be maintainable, should be able install them in a
> snap, reconfigure them, see what it is doing. You should be able to
> rebuild in under one hour or less from nothing to live.
>
> This was what I was referring to that RT2 has gone in the wrong
> direction. The installation is a nightmare if you compare it to just
> about any other Open source system I have had on my machines during the
> past 8 years...
>
> Look at what you have above, you have to tune, mysql, mason, the right
> version, make sure that mode perl does this, make sure that apache kills
> the process after etc....
>
> I don't doubt that you guys love it and without it you would struggle.
> Well maybe it is just me. I like systems software like postfix, Nuke,
> that do their job and let me get on with what I should be doing.
>
> Cheers,
> Maren.
>
>
> >
> >
> > -dave
> >
> > /*==================
> > www.urth.org
> > we await the New Sun
> > ==================*/
> >
>
>
> _______________________________________________
> 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
>
>
>
>
>
> --__--__--
>
> Message: 11
> Date: Wed, 21 Aug 2002 10:15:53 +0100
> From: Simon Cozens <rt at netthink.co.uk>
> To: "Scott A. McIntyre" <scott at xs4all.nl>
> Cc: RT-Users <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] Deleting dead tickets (especially attachments)
>
>
> --zYM0uCDKw75PZbzx
> Content-Type: text/plain; charset=us-ascii
> Content-Disposition: inline
>
> Scott A. McIntyre:
> > About a year ago there was a reference on the list to a perl script for
> > removing data from the database for dead tickets -- unfortunately, it
> > looks like the web site where that was hosted, and perhaps the company
> > itself, no longer exist.
> >
> > Does anyone have a copy?
>
> Yep. It's attached.
>
> --
> "Irrigation of the land with seawater desalinated by fusion power is
ancient.
> It's called 'rain'."
> -- Michael McClary, in alt.fusion
>
> --zYM0uCDKw75PZbzx
> Content-Type: text/plain; charset=us-ascii
> Content-Disposition: attachment; filename=cleanup-dead
>
> #!/usr/bin/perl
> #
> # Steve Poirier - steve at inet-technologies.com
> # edited by Tim Allwine tallwine at oreilly.com
> # to use with RT2 and MySQL
>
> use strict;
> my $ticketnbr = 0;
>
> BEGIN { push @INC, "/usr/local/share/rt2/lib/"; do
"/usr/local/share/rt2/etc/config.pm"; }
> use RT;
> (my $x=RT::Handle->new)->Connect;
>
> my $dbh = $x->dbh() or die "Couldn't connect to RT database";
>
> my $sql = q{SELECT id FROM Tickets where Status=?};
> my $sth = $dbh->prepare($sql);
> $sth->execute('dead');
>
> # proceed with deletion
>
> my $d_sth = $dbh->prepare('SELECT id FROM Transactions where Ticket=?');
> my $stid = $dbh->prepare('DELETE FROM Attachments WHERE TransactionId=?');
> my $sttrans = $dbh->prepare( 'DELETE FROM Transactions WHERE Ticket=?');
> my $stwatch = $dbh->prepare( 'DELETE FROM Watchers WHERE Value=?');
> my $stobjects =$dbh->prepare( 'DELETE FROM ObjectKeywords WHERE
ObjectId=?');
> my $stticket = $dbh->prepare( 'DELETE FROM Tickets WHERE id=?');
>
> open MAIL, '|mail -s "dead tickets" database at rt.oucs.ox.ac.uk' or die $!;
>
> print MAIL $sth->rows()," dead tickets were removed.\n\n";
>
> while ( my ($ticketid) = $sth->fetchrow_array() )  {
>     #print "\nticket $ticketid is dead. Deleting:  ";
>     $d_sth->execute($ticketid);
>
> # delete Attachments for this ticket
>     #print "Attachments. ";
>     while ( my ($transid) = $d_sth->fetchrow_array() )  {
> $stid->execute($transid);
>     }
>
> # delete Ticket in Transactions table
>     #print "Transactions. ";
>     $sttrans->execute($ticketid);
>
> # delete Ticket in ticket in Watchers table
>     #print "Watchers. ";
>     $stwatch->execute($ticketid);
>
> # delete Ticket in ObjectKeywords table
>     #print "ObjectKeywords. ";
>     $stobjects->execute($ticketid);
>
> # delete Ticket from the Tickets table
>     #print "Ticket. ";
>     $stticket->execute($ticketid);
>
>     $ticketnbr++;
> }
> #print "\nDone. Deleted $ticketnbr tickets.\n\n";
>
> exit;
>
>
> --zYM0uCDKw75PZbzx--
>
>
> --__--__--
>
> Message: 12
> Date: Wed, 21 Aug 2002 14:21:39 +0200
> From: "Scott A. McIntyre" <scott at xs4all.nl>
> To: RT-Users <rt-users at lists.fsck.com>
> Subject: [rt-users] Odd performance problem - returning from submissions.
>
> Hi,
>
> Thanks to Simon for that delete tickets script -- sadly, whilst it
> probably did help get rid of 6500 tickets that didn't need to be there,
> I'm still facing the same odd performance problem as earlier today.
>
> The symptom is simple:  Queries and searches are fine, but any
> changes/writes to the database seem to happen quickly, but both the
> command line rt tool and the web interface "stall" when waiting for the
> result.
>
> What's peculiar is that the changes do seem to happen fast; if I make
> a comment on a ticket and click on Submit, it stalls for several moments
> without updating the display -- however, if I have another rt window
> open and put in the ticket number that I just updated, the query returns
> quickly *with* the changes that are still 'Loading' in the other window.
>
> This is new behaviour from yesterday evening, which is why I felt it was
> some sort of a size issue with the database, poor indexing, etc...as a
> test I've built a new apache with fastcgi and am running it in parallel
> (to rule out mod_perl) and I felt the delay there as well, plus, as I
> say, the command line tools do the same.
>
> An rt --create produced this timing:
>
> real    2m1.148s
> user    0m0.850s
> sys     0m0.100s
>
>
> Which is obviously a bit drastic.  This is with rt 2-0-13, on a 1Ghz
> Celeron, with 512mb of RAM.  RedHat Linux 7.2, and the system is
> otherwise "idle" with a very low load average, enough free memory and no
> errors anywhere obvious as to disk errors (IDE, MAXTOR 6L040J2).
>
> Total number of tickets is about 39000 or so at the moment, with the
> entire rt2 database taking up about 625 megabytes in /var/lib/mysql...
>
> If anyone has any thoughts as to why just the writing/modifications
> would be producing such a noticeable delay, I'd very much like to hear
> them....in the mean time, I'll keep trying to pin this down a bit
> further.
>
> Thanks,
>
> Scott
>
>
>
> --__--__--
>
> Message: 13
> Date: 21 Aug 2002 10:15:30 -0400
> From: "Michael K. Brown" <michael.k.brown at alcatel.com>
> To: "Maren S. Leizaola" <maren at leizaola.com>
> Cc: "Rt-Users" <rt-users at lists.fsck.com>
> Subject: RE: [rt-users] RT2 Speed/performance problems.
>
> As a Non-IT person running a webserver with RT and PostNuke, I thought I'd
> wade into the discussion:
>
> First: I'm not a programmer, sys-admin, or have EVER had formal IT
training.
> I'm an advanced computer USER who happens to be a lab technician with an
> interest in computers.
>
> Second: I set up a webserver to support my lab users and environment.  I
> loaded a Dual Ultra-II (UltraSparc) with 512MB of RAM and a 4GB hard disk
> with Solaris 8, manually added the packages for GNU tools, PERL 5.6.1, and
> then used ApacheToolbox to help with installing Apache, MySQL, and all the
> required packages.  It all still required tweaking to get it all running
> properly with Solaris.  All of my Unix/PERL/PHP/MySQL skills are self
> taught, with a lot of help from google.ca and people on mailing lists like
> this one.
>
> Third: I installed RT (and I did fight with it to get all the dependancies
> working), but I thought it was worth it, because RT2 was the best that I
had
> seen out there, and because this list was active and people were very
> helpful in doing mods and fixes.
>
> Fourth: I modified RT2 and PostNuke to get them to do what I want them to
> do.  My RT pages load in 2 seconds typically, and my PostNuke pages load
in
> 3-5.  I'm still tweaking both systems as I learn new things from the
people
> on this list and on PostNuke.com.    What I've learned over my years of
> being a computer user is that nothing is ever perfect out-of-the-box, and
> you only get out of it what you put into it.  RT and PostNuke are both
very
> extensible, well-designed systems, and I think that you can get a lot from
> those systems if you're willing to put some time into them!  My $0.02
> worth... (before taxes!)
>
> Lastly, I would like to thank all the RT-User's Listers for all their
> assistance, especially Rich Lafferty, Phil Homewood, Michael Grubb, Mike
> Quitero, Smylers, Bruce Campbell and Paul Rossman (and anyone else who's
> helped me out in the past that I might have missed!)
>
> /Mike
> Lab Services
> Alcatel BND
>
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Maren S. Leizaola
> Sent: Tuesday, August 20, 2002 3:43 AM
> To: Rich Lafferty
> Cc: Rt-Users (E-mail)
> Subject: Re: [rt-users] RT2 Speed/performance problems.
>
>
> On Tue, 20 Aug 2002, Rich Lafferty wrote:
>
> > On Tue, Aug 20, 2002 at 03:06:05PM +0800, Maren S. Leizaola
> <maren at leizaola.com> wrote:
> > >
> > > 3-10 seconds is the norm, for us it does not cut it.
> >
> > So yours takes 5-10x as long as mine when I use Mozilla, but runs on
> > faster hardware. Still think it's RT?
>
> Well this is what I see...
>
> The board is an ASUS P2BF-D (old but great board), with two PII 450Mhz,
> the machine has 512MB of RAM, the disks are running on a promise raid
> TX2-100. The disks are idle, the HTTP deamons eat CPU like there is no
> tomorow, and they inflate themselves like zepplins, even with only one
> user.
>
> I also think that RT UI is designed for large teams and the number of
> clicks at the interface are execessive for smaller support teams. Less
> clicks more speed more e-mails out. With RT1 we could respond about 10% of
> e-mails in under 5 mins, as it was quick and nimble.
>
> Cheers,
> Maren.
>
> >
> >   -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 -----------+-----------------------------------------------
> >
> > _______________________________________________
> > 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
>
>
> End of rt-users Digest
>
>





From wash at wananchi.biz  Wed Aug 21 10:30:48 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Wed, 21 Aug 2002 17:30:48 +0300
Subject: [rt-users] RT errors - Any clues
Message-ID: <20020821143048.GT84275@ns2.wananchi.com>

Any clues (rt-2.0.14)??


[Mon Aug 19 10:59:41 2002] [error]: WebRT: Could not load ticket spaceandstyle ()
[Mon Aug 19 10:59:52 2002] [error]: WebRT: No ticket specified ()
[Wed Aug 21 06:44:46 2002] [error]: WebRT: Couldn't load ticket '' ()

Thanks

        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  Wed Aug 21 10:38:07 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Wed, 21 Aug 2002 17:38:07 +0300
Subject: [rt-users] Uninstalling ScripsActions
Message-ID: <20020821143807.GV84275@ns2.wananchi.com>

Hi,

I have just two questions for the week ;-)

1. Other than using a long sql query (maybe), is there an easy/cleaner way to uninstall
   Scripactions?

2. Does someone have a good HOWTO on "Escalator" script installation?
   I've read the thing but it doesn't quite get in, and I've done that
   more than 10 times!

Thanks


        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 darren at boston.com  Wed Aug 21 10:45:30 2002
From: darren at boston.com (darren chamberlain)
Date: Wed, 21 Aug 2002 10:45:30 -0400
Subject: [rt-users] Odd performance problem - returning from submissions.
In-Reply-To: <20020821122139.GA1569@xs4all.nl>
References: <20020821122139.GA1569@xs4all.nl>
Message-ID: <20020821144530.GA6972@boston.com>

* Scott A. McIntyre <scott at xs4all.nl> [2002-08-21 08:23]:
> Thanks to Simon for that delete tickets script -- sadly, whilst it
> probably did help get rid of 6500 tickets that didn't need to be
> there, I'm still facing the same odd performance problem as earlier
> today.  

Have you optimized your tables since you did the mass delete?

(darren)

-- 
Those who know that they are profound strive for clarity. Those who
would like to seem profound to the crowd strive for obscurity.
    -- Friedrich Nietzsche



From dredd at megacity.org  Wed Aug 21 11:05:20 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Wed, 21 Aug 2002 11:05:20 -0400
Subject: [rt-users] Tarball to .deb conversion
Message-ID: <6933AE45-B517-11D6-AB76-00039384A830@megacity.org>

Has anyone converted from using the "from tarball" RT to the Debianized 
RT package? If so, could you share any gotchas you found along the way, 
since I'm considering doing that in the future.

D

--
+------------------------------+--------------------------------+
| Derek J. Balling             | "You can get more with a kind  |
| dredd at megacity.org           |  word and a two-by-four, than  |
| www.megacity.org/blog/       |  you can with just a kind      |
|                              |  word."               - Marcus |
+---------------------------------------------------------------+




From ted at serreyn.com  Wed Aug 21 11:43:11 2002
From: ted at serreyn.com (Ted Serreyn)
Date: 21 Aug 2002 10:43:11 -0500
Subject: [rt-users] problems getting dates parsed with RT::Date
Message-ID: <1029944591.4353.4.camel@tedlaptop.serreyn.com>


I am trying to get a date that looks like "Fri Mar 08 12:14:32 CST 2002"
parsed into RT using the RT::Date methods.  However it is not working.

Is there any documentation on exactly what RT::Date will parse?


@Arrival, @Closed and @LastUpdated all contain dates in the format given
above?


    my $RTCreated = new RT::Date();
    my $RTResolved = new RT::Date();
    my $RTLastUpdated = new RT::Date();
    $RTCreated->Set (Format => 'unknown',
                     Value => @Arrival);
    $RTResolved->Set (Format => 'unknown',
                     Value => @Closed);
    $RTLastUpdated->Set (Format => 'unknown',
                     Value => @LastUpdated);


however the RTCreated does not have any date value in it?

Ted Serreyn





From darren at boston.com  Wed Aug 21 11:56:37 2002
From: darren at boston.com (darren chamberlain)
Date: Wed, 21 Aug 2002 11:56:37 -0400
Subject: [rt-users] problems getting dates parsed with RT::Date
In-Reply-To: <1029944591.4353.4.camel@tedlaptop.serreyn.com>
References: <1029944591.4353.4.camel@tedlaptop.serreyn.com>
Message-ID: <20020821155637.GD6972@boston.com>

* Ted Serreyn <ted at serreyn.com> [2002-08-21 11:44]:
> I am trying to get a date that looks like "Fri Mar 08 12:14:32 CST
> 2002" parsed into RT using the RT::Date methods.  However it is not
> working.
> 
> Is there any documentation on exactly what RT::Date will parse?

 From perldoc RT::Date:

    Set

      takes a param hash with the fields 'Format' and 'Value'

      if $args->{'Format'} is 'unix', takes the number of sec?
      onds since the epoch

      If $args->{'Format'} is ISO, tries to parse an ISO date.

      If $args->{'Format'} is 'unknown', require Date::Parse and
      make it figure things out. This is a heavyweight operation
      that should never be called from within RT's core. But
      it's really useful for something like the textbox date
      entry where we let the user do whatever they want.

      If $args->{'Value'}  is 0, assumes you mean never.

> @Arrival, @Closed and @LastUpdated all contain dates in the format
> given above?

Turn these lists into scalars (see my example below).

>     my $RTCreated = new RT::Date();
>     my $RTResolved = new RT::Date();
>     my $RTLastUpdated = new RT::Date();
>     $RTCreated->Set (Format => 'unknown',
>                      Value => @Arrival);
>     $RTResolved->Set (Format => 'unknown',
>                      Value => @Closed);
>     $RTLastUpdated->Set (Format => 'unknown',
>                      Value => @LastUpdated);


This shouldn't work.  Perl is flattening @Arrival, @Closed, and
@LastUpdated into multiple scalars, which means the these calls look
like:

  $RTLastUpdated->Set("Format",
                      "unknown",
                      "Value",
                      "Fri",
                      "Mar",
                      "08",
                      "12:14:32",
                      "CST",
                      "2002");

That is, a call to the Set() method with 9 parameters.  Try:

  $RTLastUpdated->Set(Format => 'unknown',
                      Value => join " ", @LastUpdated);

And it should work for you.

(darren)

-- 
Your only obligation in any lifetime is to be true to yourself.
Being true to anyone else or anything else is ... impossible.
    -- Richard Bach



From neil.bingham at pace.co.uk  Wed Aug 21 13:58:52 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: Wed, 21 Aug 2002 18:58:52 +0100
Subject: [rt-users] RT Statistics Package Installation Help
Message-ID: <54045BFDAD47D5118A850002A5095CC30127A79C@exchange1.cam.pace.co.uk>

Rajesh Menon wrote:
> Hello,
> 
> I am trying to setup RT Statistics (Simon Cozen's) package on RT
> 2.0.14, running on a Red Hat 7.2 box. Is there a way someone can help
> me with some installation guidelines. Looks like i installed all the
> required modules, including Apache::GD::Graph and made the
> modifications in the httpd.conf file.
> 
> How do i get to the initial page?
> 
> I can get to my RT page and i have the stats folder under
> <RT-PATH>/WebRT folder and i have the folder chart under
> <RT-PATH>/html folder.  If i try to open http://<RT-PATH>/chart  it
> gives me and error in the apache log "Undefined subroutine
> &Apache::GD::Graph::handler called"  Where do i go from here? Any
> help / comments in this regard would be highly appreciated.

Sorry can't help, but you've obviously had more luck than I
have finding this package.  After searching through the list
archives and google I haven't been able to find a download link for
them. 

Where did you get them from?

Cheers,

Neil.



From medawsonjr at yahoo.com  Wed Aug 21 14:48:35 2002
From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.)
Date: Wed, 21 Aug 2002 11:48:35 -0700 (PDT)
Subject: [rt-users] Getting up and running with RT
Message-ID: <20020821184835.36575.qmail@web11208.mail.yahoo.com>

I'm trying to get RT 2.0.14 to work on Solaris 8 with
Apache 1.3.26.  All the Perl modules are loaded, as
evidenced by make testdeps.  The make install for RT
ran flawlessly.  I made the recommended changes to
the httpd.conf file for the Apache server.

However, when trying to set my browser to the DocRoot
of the machine, I get a 500 internal server error.

The error log for Apache displays the following:

[Wed Aug 21 13:32:25 2002] [error] Can't call method
"handle_request" on an undefined value at
/export/home/rt2/bin/webmux.pl line 170, <GEN0> line
2.

I've been battling with this for too long now.  My
company wants an alternative to Siebel, but I can't
even get to the nitty-gritty configuration yet due
to this stumbling block.

Your timely responses are appreciated.  Thanks in
advance.



__________________________________________________
Do You Yahoo!?
HotJobs - Search Thousands of New Jobs
http://www.hotjobs.com



From seph at commerceflow.com  Wed Aug 21 15:43:42 2002
From: seph at commerceflow.com (seph)
Date: 21 Aug 2002 12:43:42 -0700
Subject: [rt-users] Tarball to .deb conversion
In-Reply-To: "Derek J. Balling"'s message of "Wed, 21 Aug 2002 11:05:20 -0400"
References: <6933AE45-B517-11D6-AB76-00039384A830@megacity.org>
Message-ID: <6yfzx8j8up.fsf@seph.commerceflow.com>

> Has anyone converted from using the "from tarball" RT to the Debianized 
> RT package? If so, could you share any gotchas you found along the way, 
> since I'm considering doing that in the future.

are you asking about going from tarball of rt to a deb package, for
use on a debian system? I don't have any experience with it, but that
seems like a bad idea for several reasons. 

  1) jesse has a debian package for rt already. (it's for rt version
     2.0.13, and is in unstable and testing. If you try it, make sure
     you're getting jesse's package and not the older one)

  2) rt is distributed as source, and the build/install process does a
     variety of stuff. You'd have to download the source; build;
     install to a temp directory; tar the temp directory; and convert
     that tar to a deb. even so, you're deb would lack the various
     scripts that get run on make install (stuff like setting up the
     database)

Or are you asking about going from the rt deb, to a tarball for
installation on other systems? I'd avoid that as you'd lose
dependencies, and again, all those scripts.

seph



From dredd at megacity.org  Wed Aug 21 15:47:09 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Wed, 21 Aug 2002 15:47:09 -0400
Subject: [rt-users] Tarball to .deb conversion
In-Reply-To: <6yfzx8j8up.fsf@seph.commerceflow.com>
Message-ID: <C7A5E660-B53E-11D6-B51C-00039384A830@megacity.org>

> are you asking about going from tarball of rt to a deb package, for
> use on a debian system? I don't have any experience with it, but that
> seems like a bad idea for several reasons.

Nononono.

we have RT installed from Jesse's tarball.

We'd like to migrate to having RT installed from Jesse's .deb package.[1]

There are (always) various subtle differences in where "the .deb" wants 
stuff as opposed to where the default tarball install would have put it. 
THOSE are the kind of things I'm looking for.

d

[1] I almost left out ".deb" in that sentence. Why it cracked me up 
during the re-read-before-send process is left as an exercise for the 
reader.




From ted at serreyn.com  Wed Aug 21 15:52:22 2002
From: ted at serreyn.com (Ted Serreyn)
Date: 21 Aug 2002 14:52:22 -0500
Subject: [rt-users] do CC's get included when you create ticket in email
Message-ID: <1029959543.4189.25.camel@tedlaptop.serreyn.com>

If I send an email to support at domain.com, do the CC's in the message get
added to the ticket as CC's.  They do not appear to do this, is this a
tunable parameter?

Ted Serreyn







From seph at commerceflow.com  Wed Aug 21 17:03:21 2002
From: seph at commerceflow.com (seph)
Date: 21 Aug 2002 14:03:21 -0700
Subject: [rt-users] Tarball to .deb conversion
In-Reply-To: "Derek J. Balling"'s message of "Wed, 21 Aug 2002 15:47:09 -0400"
References: <C7A5E660-B53E-11D6-B51C-00039384A830@megacity.org>
Message-ID: <6yu1lnj55y.fsf@seph.commerceflow.com>

> we have RT installed from Jesse's tarball.
> 
> We'd like to migrate to having RT installed from Jesse's .deb package.[1]

ah, that makes much more sense. At some point, I expect I'll want to
do that. So I'm certainly curious about how it goes :)

> There are (always) various subtle differences in where "the .deb" wants 
> stuff as opposed to where the default tarball install would have put it. 
> THOSE are the kind of things I'm looking for.

assuming all your customisations are in the config file, or the local
part of the install directory, I don't think the difference between
the 2 is important. When I make the switch, I'm planning on backing up
the old rt install (installed from source), rm'ing it, installing the
package, and coping my configs back into place. I expect the locations
will change to /etc/rt, but it should be easy enough to check with
dpkg -L.

good luck, and tell us how it goes

seph



From jesse at bestpractical.com  Wed Aug 21 17:10:59 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 21 Aug 2002 17:10:59 -0400
Subject: [rt-users] Tarball to .deb conversion
In-Reply-To: <6yu1lnj55y.fsf@seph.commerceflow.com>; from seph@commerceflow.com on Wed, Aug 21, 2002 at 02:03:21PM -0700
References: <C7A5E660-B53E-11D6-B51C-00039384A830@megacity.org> <6yu1lnj55y.fsf@seph.commerceflow.com>
Message-ID: <20020821171059.I28555@fsck.com>

FWIW, based on several rounds of commentary, I've got a set of changes
to make to the .deb installation to improve the filesystem layout and to
make the package somewhat easier to use. I'm hoping to get to it within
the next week.
	Best,
	J
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.



From seph at commerceflow.com  Wed Aug 21 17:19:28 2002
From: seph at commerceflow.com (seph)
Date: 21 Aug 2002 14:19:28 -0700
Subject: [rt-users] Tarball to .deb conversion
In-Reply-To: seph's message of "21 Aug 2002 12:43:42 -0700"
References: <6933AE45-B517-11D6-AB76-00039384A830@megacity.org> <6yfzx8j8up.fsf@seph.commerceflow.com>
Message-ID: <6yofbvj4f3.fsf@seph.commerceflow.com>

>   1) jesse has a debian package for rt already. (it's for rt version
>      2.0.13, and is in unstable and testing. If you try it, make sure
>      you're getting jesse's package and not the older one)

Correcting myself here: this is false. jesse's deb's are for 2.0.14
and aren't yet in the archive. You almost certainly don't want to use
these debs.

seph



From dwarner at ctinetworks.com  Wed Aug 21 17:26:29 2002
From: dwarner at ctinetworks.com (Douglas E. Warner)
Date: Wed, 21 Aug 2002 17:26:29 -0400
Subject: [rt-users] Auto-Generated email not being squelched
Message-ID: <200208211726.29732.dwarner@ctinetworks.com>

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

I was reading through the code, and noticed that emails with 'Precedence: 
Bulk' in the headers were supposed to have the 'RT-Squelch-Replies-To: 
<recipient>' header added.  rt-mailgate is doing this, but replies (the 
AutoReply to Recipients, in this case) are still going out.  I looked in the 
lib/RT/Action/SendEmail.pm, but everything looks okay to me.  Any ideas on 
why this could be failing in my setup?

- -Doug

- -- 
Douglas E. Warner    <dwarner at ctinetworks.com>     Network Engineer
CTI/PAdotNET         http://ctinetworks.com        +1 717 975 9000
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

iD8DBQE9ZAWFJV36su0A0xIRAvcPAJ4qJt4CSMqWH5dob1QXZLvDKVDh0gCdFtsa
JOnOkMv4QEBbAQ58PdB1Qkk=
=44i8
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From jgoerzen at complete.org  Wed Aug 21 17:27:38 2002
From: jgoerzen at complete.org (John Goerzen)
Date: Wed, 21 Aug 2002 16:27:38 -0500
Subject: [rt-users] Tarball to .deb conversion
In-Reply-To: <6yofbvj4f3.fsf@seph.commerceflow.com>
References: <6933AE45-B517-11D6-AB76-00039384A830@megacity.org> <6yfzx8j8up.fsf@seph.commerceflow.com> <6yofbvj4f3.fsf@seph.commerceflow.com>
Message-ID: <20020821212738.GC27043@complete.org>

On Wed, Aug 21, 2002 at 02:19:28PM -0700, seph wrote:
> >   1) jesse has a debian package for rt already. (it's for rt version
> >      2.0.13, and is in unstable and testing. If you try it, make sure
> >      you're getting jesse's package and not the older one)
> 
> Correcting myself here: this is false. jesse's deb's are for 2.0.14
> and aren't yet in the archive. You almost certainly don't want to use
> these debs.

Debian has working packages, in the archive:

Package: request-tracker
Priority: optional
Section: misc
Installed-Size: 2032
Maintainer: Tollef Fog Heen <tfheen at debian.org>
Architecture: all
Version: 2.0.13-4
Depends: libdbd-pg-perl | libdbd-mysql-perl, libcgi-pm-perl (>=2.56), libdigest-md5-perl, make, perl, apache | httpd, wwwconfig-common, libapache-request-perl, libmime-perl, libapache-session-perl, libdate-manip-perl, libdbix-datasource-perl, libdbix-searchbuilder-perl, libfreezethaw-perl, liblog-dispatch-perl, libtext-template-perl, libtext-wrapper-perl, libtie-ixhash-perl , libparams-validate-perl, libhtml-mason-perl, libmldbm-perl, libapache-mod-perl, libapache-dbi-perl, libdbix-dbschema-perl
Filename: pool/main/r/request-tracker/request-tracker_2.0.13-4_all.deb
Size: 428066
MD5sum: dd1a502d1fe4044455a5283fad1c89f2
Description: Request Tracker, a GPL'd Trouble Ticket System
 Request Tracker helps you handle and track problem reports, it features
 web interfaces for queue administration and report submitting and sends out
 email with replies and comments to those reports.
 .
 Be sure to read /usr/share/doc/request-tracker/README.Debian for installation
 instructions.


-- 
John Goerzen <jgoerzen at complete.org>    GPG: 0x8A1D9A1F    www.complete.org



From freebsd at coal.sentex.ca  Wed Aug 21 18:14:01 2002
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Wed, 21 Aug 2002 18:14:01 -0400
Subject: [rt-users] Resource availability problems
Message-ID: <94519112294.20020821181401@sentex.net>

I'm experiencing a rather vague problem on our RT box.  It's a
FreeBSD-STABLE box, as of yesterday, but the problem has been kicking around
for some time.

What's happening is that every so often -- and more often in the past couple
days -- I'll get a an error when editing a file.  It doesn't seem to follow
any pattern, and I've only seen it when using vi*.  The error is:

Error: input: Resource temporarily unavailable

And then vi will freeze for a period of time (I've seen it from 1-~25
seconds), and I'll be booted out of the session.  Has anyone seen this
before?  Have any suggestions?

And the specifics...

Box: PIII/1GHz, 756MB RAM
OS: FreeBSD-STABLE, as of Aug. 20
HD: RAID1, 2x40GB drives
RT: 2.0.15pre1, also seen on 2.0.13
Backend: PostgreSQL 7.2.1_1, installed from the ports
VM Configuration:  These are mostly based on guesses.  Any comments
                   appreciated.

                   options         SHMMAXPGS=65536
                   options         SHMALL=65536
                   options         SHMMAX="(SHMMAXPGS*PAGE_SIZE+1)"
                   options         SEMMNS=127

Note that I don't think this is an RT problem, rather, I'm pretty sure it's
a configuration problem, probably in the VM kernel config lines above.  I'm
just wondering if anyone's seen this before, or has some general
recommendations for PostgreSQL SHM/SEM configurations.  I've done a quick
google search, but came up with nada.

* Also possibly related, we recently put an instance of RT up under SSL.  We
couldn't use it, because too many people were having timeouts or
page-not-found errors.  Apache runs on the same machine that RT does.  Not
sure if it was reporting the same problem or not.




From seph at commerceflow.com  Wed Aug 21 19:34:07 2002
From: seph at commerceflow.com (seph)
Date: 21 Aug 2002 16:34:07 -0700
Subject: [rt-users] mon and rt
Message-ID: <6y8z2ziy6o.fsf@seph.commerceflow.com>

I'm looking at having our mon (mon.sourceforge.net) install open rt
tickets instead of paging or sending email. Awhile ago, I heard
something about someone having done this, but "mon" and "rt" aren't
very good things to search on. 

Anyone have more information?

thanks
seph



From ted at serreyn.com  Wed Aug 21 19:54:43 2002
From: ted at serreyn.com (Ted Serreyn)
Date: Wed, 21 Aug 2002 18:54:43 -0500 (CDT)
Subject: [rt-users] mon and rt
In-Reply-To: <6y8z2ziy6o.fsf@seph.commerceflow.com>
References: <6y8z2ziy6o.fsf@seph.commerceflow.com>
Message-ID: <1029974083.3d642843db09e@secure.serreyn.com>

I'm the author of gnats.alert for mon so I have a little experience in this 
matter ;).

Basically things are much easier under RT, you can just have mon open tickets 
by using the email address to generate the tickets.

The problem with any of these systems, is that mon doesn't know about ticket 
numbers, so if the problem gets fixed and you get an up-alert, there is no way 
that I have found to close the opened ticket.

Not a big deal if you only have mon open tickets on a few things, but if you 
have a huge mon install, this could present a problem.

I mean how much fun is it to go and look at mon to verify it is now up in order 
to close the ticket.


Ted Serreyn

Quoting seph <seph at commerceflow.com>:

> I'm looking at having our mon (mon.sourceforge.net) install open rt
> tickets instead of paging or sending email. Awhile ago, I heard
> something about someone having done this, but "mon" and "rt" aren't
> very good things to search on. 
> 
> Anyone have more information?
> 
> thanks
> seph
> 
> _______________________________________________
> 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 seph at commerceflow.com  Wed Aug 21 20:18:36 2002
From: seph at commerceflow.com (seph)
Date: 21 Aug 2002 17:18:36 -0700
Subject: [rt-users] mon and rt
In-Reply-To: Ted Serreyn's message of "Wed, 21 Aug 2002 18:54:43 -0500 (CDT)"
References: <6y8z2ziy6o.fsf@seph.commerceflow.com> <1029974083.3d642843db09e@secure.serreyn.com>
Message-ID: <6y4rdniw4j.fsf@seph.commerceflow.com>

> The problem with any of these systems, is that mon doesn't know
> about ticket numbers, so if the problem gets fixed and you get an
> up-alert, there is no way that I have found to close the opened
> ticket.

This was one of the issues I was curious how the other person who did
the mon/rt stuff did. I can think of a couple ways, none very clean.

If I come up with something clean, I'll send it to the various contrib
sections.

seph



From billp at wjp.net  Wed Aug 21 20:29:43 2002
From: billp at wjp.net (billp)
Date: Wed, 21 Aug 2002 17:29:43 -0700
Subject: [rt-users] Keywords in queue listings again
Message-ID: <20020821172943.A27155@nigel.wjp.net>

References:
  http://lists.fsck.com/pipermail/rt-devel/2002-May/002225.html
  http://lists.fsck.com/pipermail/rt-devel/2002-May/002227.html
  http://lists.fsck.com/pipermail/rt-devel/2002-May/002228.html

Ok, so combing through the archives (and some help from others on
the list), I found the following method to display my keywords in 
my queue listings:

In etc/config.pm, WebOptions, I added:

        { Header => 'State',
         TicketAttribute => 'KeywordsObj(1)->RelativePaths()->[0];'
         },

In Keyword.pm (line 279)  Changed:

from:	my $OtherPath = $OtherKey->Path();
to:	my $OtherPath = $OtherKey;

Problems:

1) If I do not change Keyword.pm, it breaks the queue listing and
   rt2 comes back with "cannot display page."  Completely breaks
   the listing.

2) If I do the Keyword.pm change -- the listing of keywords INSIDE
   the ticket show up as:
	"State o State/Whatever"  (instead of "State o Whatever")

Is anyone doing this successfully, so keywords appear correctly
in both the queue listing and the keyword section inside the
ticket?  If so, how?

thanks
bill



From colleen at darksideproductions.net  Wed Aug 21 20:30:29 2002
From: colleen at darksideproductions.net (Colleen)
Date: Wed, 21 Aug 2002 17:30:29 -0700
Subject: [rt-users] Keywords in queue listings again
Message-ID: <12F63B1280D5E444930A872E98BF552DAEFF0E@darkside1.darksideproductions.net>

Try this, in that same subroutine in Keyword.pm


sub RelativePath {
    my $self = shift;
    my $OtherKey = shift;

    my $OtherPath = ref($OtherKey) ? $OtherKey->Path() : $OtherKey;
# my $OtherPath = $OtherKey;
    my $MyPath = $self->Path;
    $MyPath =~ s/^$OtherPath\///g;
    return ($MyPath);
}




> -----Original Message-----
> From: billp [mailto:billp at wjp.net]
> Sent: Wednesday, August 21, 2002 5:30 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Keywords in queue listings again
> 
> References:
>   http://lists.fsck.com/pipermail/rt-devel/2002-May/002225.html
>   http://lists.fsck.com/pipermail/rt-devel/2002-May/002227.html
>   http://lists.fsck.com/pipermail/rt-devel/2002-May/002228.html
> 
> Ok, so combing through the archives (and some help from others on
> the list), I found the following method to display my keywords in
> my queue listings:
> 
> In etc/config.pm, WebOptions, I added:
> 
>         { Header => 'State',
>          TicketAttribute => 'KeywordsObj(1)->RelativePaths()->[0];'
>          },
> 
> In Keyword.pm (line 279)  Changed:
> 
> from:	my $OtherPath = $OtherKey->Path();
> to:	my $OtherPath = $OtherKey;
> 
> Problems:
> 
> 1) If I do not change Keyword.pm, it breaks the queue listing and
>    rt2 comes back with "cannot display page."  Completely breaks
>    the listing.
> 
> 2) If I do the Keyword.pm change -- the listing of keywords INSIDE
>    the ticket show up as:
> 	"State o State/Whatever"  (instead of "State o Whatever")
> 
> Is anyone doing this successfully, so keywords appear correctly
> in both the queue listing and the keyword section inside the
> ticket?  If so, how?
> 
> thanks
> bill
> 
> _______________________________________________
> 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 billp at wjp.net  Wed Aug 21 20:44:50 2002
From: billp at wjp.net (billp)
Date: Wed, 21 Aug 2002 17:44:50 -0700
Subject: [rt-users] Keywords in queue listings again
In-Reply-To: <12F63B1280D5E444930A872E98BF552DAEFF0E@darkside1.darksideproductions.net>; from Colleen on Wed, Aug 21, 2002 at 05:30:29PM -0700
References: <12F63B1280D5E444930A872E98BF552DAEFF0E@darkside1.darksideproductions.net>
Message-ID: <20020821174450.C27155@nigel.wjp.net>

Yup, that was the additional mod I was looking for.  Looks great.

Only caveat: If your keyword can have multiple selections, it will
only display one of them in the queue listing.  Fortunately, all
KeywordSelects I want to display are single select only.

thanks!!
bill

On Wed, Aug 21, 2002 at 05:30:29PM -0700, Colleen wrote:
> Try this, in that same subroutine in Keyword.pm
> 
> 
> sub RelativePath {
>     my $self = shift;
>     my $OtherKey = shift;
> 
>     my $OtherPath = ref($OtherKey) ? $OtherKey->Path() : $OtherKey;
> # my $OtherPath = $OtherKey;
>     my $MyPath = $self->Path;
>     $MyPath =~ s/^$OtherPath\///g;
>     return ($MyPath);
> }



From billp at wjp.net  Wed Aug 21 21:02:16 2002
From: billp at wjp.net (billp)
Date: Wed, 21 Aug 2002 18:02:16 -0700
Subject: [rt-users] Keywords in queue listings again
In-Reply-To: <20020821174450.C27155@nigel.wjp.net>; from billp on Wed, Aug 21, 2002 at 05:44:50PM -0700
References: <12F63B1280D5E444930A872E98BF552DAEFF0E@darkside1.darksideproductions.net> <20020821174450.C27155@nigel.wjp.net>
Message-ID: <20020821180216.E27155@nigel.wjp.net>

On Wed, Aug 21, 2002 at 05:44:50PM -0700, billp wrote:
> Yup, that was the additional mod I was looking for.  Looks great.
> 
> Only caveat: If your keyword can have multiple selections, it will
> only display one of them in the queue listing.  Fortunately, all
> KeywordSelects I want to display are single select only.

Second caveat: It works for any number of KeywordSelects, however,
it only is useful for GLOBAL Keywords.  Meaning if you have the 
same KeywordSelect name in multiple queues, you can only specify
a single one of them in the queue listing.  (So if you have a 
"customer" keyword in two different queues, you can really only 
specify one of them in the queue listing -- that column for the
tickets that are in the 2nd queue will still show as blank.)

bill



From ayan.kayal at yale.edu  Wed Aug 21 21:02:55 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Wed, 21 Aug 2002 21:02:55 -0400
Subject: [rt-users] Keywords in queue listings again
Message-ID: <002401c24977$a6169970$0701a8c0@arknew>

In the second link below (ending in 2227) is written:
--------------------
In WebRT/html/Ticket/Elements/ShowKeywordSelects
There's:

% my $Keywords =3D $Ticket->KeywordsObj($KeywordSelect->Id);
% while (my $Keyword =3D $Keywords->Next) {
        <li>
<% $Keyword->KeywordObj->RelativePath($KeywordSelect->KeywordObj) |n
%></li>

%   }

and the output of this will show the entire path.

In my case, ShowKeywordSelects displays:
"Action City:  City/Atlanta" instead of just "Action City: Atlanta"
--------------------------

I changed the
$Keyword->KeywordObj->RelativePath($KeywordSelect->KeywordObj) to
$Keyword-KeywordObj->Name, and that fixed the problem. This is in the
display code, rather than the back-end, so it won't break anything
else...

O-                        ~ARK

> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com] On Behalf Of billp
> > Sent: Wednesday, August 21, 2002 8:30 PM
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] Keywords in queue listings again
> > 
> > 
> > References:
> >   http://lists.fsck.com/pipermail/rt-devel/2002-May/002225.html
> >   http://lists.fsck.com/pipermail/rt-devel/2002-May/002227.html
> >   http://lists.fsck.com/pipermail/rt-devel/2002-May/002228.html
> > 
> > Ok, so combing through the archives (and some help from
> > others on the list), I found the following method to display 
> > my keywords in 
> > my queue listings:
> > 
> > In etc/config.pm, WebOptions, I added:
> > 
> >         { Header => 'State',
> >          TicketAttribute => 'KeywordsObj(1)->RelativePaths()->[0];'
> >          },
> > 
> > In Keyword.pm (line 279)  Changed:
> > 
> > from:	my $OtherPath = $OtherKey->Path();
> > to:	my $OtherPath = $OtherKey;
> > 
> > Problems:
> > 
> > 1) If I do not change Keyword.pm, it breaks the queue listing and
> >    rt2 comes back with "cannot display page."  Completely breaks
> >    the listing.
> > 
> > 2) If I do the Keyword.pm change -- the listing of keywords INSIDE
> >    the ticket show up as:
> > 	"State o State/Whatever"  (instead of "State o Whatever")
> > 
> > Is anyone doing this successfully, so keywords appear
> > correctly in both the queue listing and the keyword section 
> > inside the ticket?  If so, how?
> > 
> > thanks
> > bill
> 




From pdh at snapgear.com  Wed Aug 21 21:22:11 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 22 Aug 2002 11:22:11 +1000
Subject: [rt-users] do CC's get included when you create ticket in email
In-Reply-To: <1029959543.4189.25.camel@tedlaptop.serreyn.com>
References: <1029959543.4189.25.camel@tedlaptop.serreyn.com>
Message-ID: <20020822012211.GD1552@luggage>

Ted Serreyn wrote:
> If I send an email to support at domain.com, do the CC's in the message get
> added to the ticket as CC's.  They do not appear to do this, is this a
> tunable parameter?

Tunable like $ParseNewMessageForTicketCcs in config.pm?
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From pdh at snapgear.com  Wed Aug 21 21:26:08 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 22 Aug 2002 11:26:08 +1000
Subject: [rt-users] RE: getting the number of search results
In-Reply-To: <12F63B1280D5E444930A872E98BF552D585A47@darkside1.darksideproductions.net>
References: <12F63B1280D5E444930A872E98BF552D585A47@darkside1.darksideproductions.net>
Message-ID: <20020822012608.GE1552@luggage>

Colleen wrote:
> Has anyone ever used this snippet of code (below) and gotten the number
> of search results to work for a query like "created before xx/xx/xx" and
> "Created after xx/xx/xx"?

Works fine here. 14 tickets in the queue; I add the above
criteria and get 6 matches with "6 results found".
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances



From ccxmbn at bath.ac.uk  Wed Aug 21 21:32:42 2002
From: ccxmbn at bath.ac.uk (M B Norton)
Date: Thu, 22 Aug 2002 02:32:42 +0100 (BST)
Subject: [rt-users] Automatic resolve on e-mail reply
Message-ID: <Pine.GSO.4.04.10208220227470.4601-100000@amos.bath.ac.uk>

Hi,
I'm currently setting up RT and wondered if the following was possible..
somebody sends an e-mail to a support queue, this is passed on to
AdminCC's,
when an AdminCC replies I want the ticket to be automatically resolved and
removed from the queue.
The queue then only shows unresolved tickets and no manual queue
management is involved.

If a scrip is needed to implement this, does anybody have this done
already?

Thanks for your time,
Max
University of Bath Computer Services, UK




From mnagel at willingminds.com  Wed Aug 21 23:56:11 2002
From: mnagel at willingminds.com (Mark D. Nagel)
Date: Wed, 21 Aug 2002 20:56:11 -0700
Subject: [rt-users] mon and rt
References: <6y8z2ziy6o.fsf@seph.commerceflow.com> <1029974083.3d642843db09e@secure.serreyn.com> <6y4rdniw4j.fsf@seph.commerceflow.com>
Message-ID: <01c901c2498f$db011f30$6036a8c0@VAIO>

For mon, the following environment variables are available to alerts:

        $ENV{"MON_LAST_SUMMARY"}        = $sref->{"_last_summary"};
        $ENV{"MON_LAST_OUTPUT"}         = $sref->{"_last_output"};
        $ENV{"MON_LAST_FAILURE"}        = $sref->{"_last_failure"};
        $ENV{"MON_FIRST_FAILURE"}       = $sref->{"_first_failure"};
        $ENV{"MON_LAST_SUCCESS"}        = $sref->{"_last_success"};
        $ENV{"MON_DESCRIPTION"}         = $sref->{"description"};
        $ENV{"MON_GROUP"}               = $args{"group"};
        $ENV{"MON_SERVICE"}             = $args{"service"};
        $ENV{"MON_RETVAL"}              = $args{"retval"};
        $ENV{"MON_OPSTATUS"}            = $sref->{"_op_status"};
        $ENV{"MON_ALERTTYPE"}           = $alert_type;
        $ENV{"MON_STATEDIR"}            = $CF{"STATEDIR"};
        $ENV{"MON_LOGDIR"}              = $CF{"LOGDIR"};

It should be possible to write an alert script that constructs a unique
"event id" using some combination of MON_FIRST_FAILURE, MON_GROUP,
MON_SERVICE and the issuing system hostname or IP address.  If mailgate or
enhanced mailgate could extract this ID and within RT internally bind it to
the issued ticket number, then it should be possible to track multiple
alerts for one event within a single ticket.  The algorithm would be
esentially:

        select ticketID from newTable where uniqueID = $thisUniqueID
        if ($ticketID)
            inject new content into existing ticket
        else
            create new ticket as usual

Using MON_ALERTTYPE, it could be possible to automatically close the ticket,
but might be better to leave it open until manually investigated and closed.

I'm fairly new to RT internals -- how hard would it be to add this uniqueID
binding?  I'm thinking it would be a completely separate table, but the
uniqueID field could also be added to the Tickets table.  This method should
work for any monitoring system where a unique string could be generated that
is tied to the lifetime of an event.

Mark
----- Original Message -----
From: "seph" <seph at commerceflow.com>
To: "Ted Serreyn" <ted at serreyn.com>
Cc: <rt-users at lists.fsck.com>
Sent: Wednesday, August 21, 2002 5:18 PM
Subject: Re: [rt-users] mon and rt


> > The problem with any of these systems, is that mon doesn't know
> > about ticket numbers, so if the problem gets fixed and you get an
> > up-alert, there is no way that I have found to close the opened
> > ticket.
>
> This was one of the issues I was curious how the other person who did
> the mon/rt stuff did. I can think of a couple ways, none very clean.
>
> If I come up with something clean, I'll send it to the various contrib
> sections.
>
> seph
>
> _______________________________________________
> 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 purp at wildbrain.com  Thu Aug 22 00:39:54 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 21 Aug 2002 21:39:54 -0700
Subject: Apache/mod_perl bottlenecks [WAS: Re: [rt-users] RT2
	Speed/performance problems.]
In-Reply-To: <20020820153754.GA32717@netthink.co.uk>
References: <FD2EC577E876CA418D08460A64646FBD0173227E@titan.nha.co.za>
	<Pine.LNX.4.44.0208201419100.25427-100000@hades.leizaola.com> 
	<20020820153754.GA32717@netthink.co.uk>
Message-ID: <1029991196.7721.13.camel@wug.selequa.com>

Hello!

On Tue, 2002-08-20 at 08:37, Simon Cozens wrote:
> Aha! It's going to be a problem with your mod_perl configuration. We're
> seeing the same sort of thing, and after considerable profiling, I'm
> convinced it's Apache/mod_perl at fault. 
> 
> At a guess, you're running on old version of Perl or mod_perl which
> doesn't have the advantage of Doug McEachern's wonderful recent work on
> sharable variables or his many memory leak fixes.

Could you elaborate? I'm curious if this may relate to some residual
slowness on our site.

Thanks!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From neil.bingham at pace.co.uk  Thu Aug 22 04:49:10 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: 22 Aug 2002 09:49:10 +0100
Subject: [rt-users] WebExternalAuth performance
In-Reply-To: <000c01c24854$24bffd90$69285492@tivoli.com>
References: <000c01c24854$24bffd90$69285492@tivoli.com>
Message-ID: <1030006153.28547.1.camel@nbingham2.cam.pace.co.uk>

On Tue, 2002-08-20 at 15:16, Christian Gilmore wrote:
> You could throw Cache::Cache around your external program that uses
> Net::LDAP, effectively embedding the cache into your external auth package.

Many thanks for this excellent suggestion.  I'm seeing around a 30%
performance improvement in the execution of our mod_auth_external script
using Cache::FileCache

Neil.

-- 
Neil Bingham, Software Team Leader, Engineering Tools Group.
Pace Micro Technology plc                  Tel: +44 1223 518574
645 Newmarket Road,                        Fax: +44 1223 518526
Cambridge, United Kingdom, CB5 8PB         WWW: http://www.pace.co.uk/




From robie at principle.co.uk  Thu Aug 22 09:55:56 2002
From: robie at principle.co.uk (Robie Basak)
Date: 22 Aug 2002 14:55:56 +0100
Subject: [patch] [rt-users] SelfService interface probs
In-Reply-To: <20020812161818.A16993@homer.digitalwest.net>
References: <20020812161818.A16993@homer.digitalwest.net>
Message-ID: <1030024556.15583.51.camel@debian>

On Tue, 2002-08-13 at 00:18, Josh Richards wrote:
> From the SelfService interface if an unprivileged user creates a new
> ticket it is submitted properly but upon clicking the "Create Ticket"
> button they get an RT Error: "No permission to display that ticket."
> Afterwards the user can see the ticket in their list of open tickets and
> even view the details.  It's like there is a race condition just after
> the ticket is submitted that creates a period right afterwards where the
> user can view the ticket they just submitted.
> 
> Anyone else experience this?

Please ignore everything else I've said on the subject; that was
speculation, now I delved into the code I fixed it :)

It is a bug, and this fix is a bit of a hack; the RT interface should
really be able to deal with the fact that the user now does have
permission because the new ticket has him as a requestor.

Anyway, my fix is to just reload the ticket object with the user again,
this way it seems to pick up on the permissions.

Patch below,
Robie.

--- /usr/local/rt2/WebRT/html/SelfService/Display.html	Fri Feb  8 06:23:52 2002
+++ /var/local/rt2/WebRT/html/SelfService/Display.html	Thu Aug 22 14:48:45 2002
@@ -153,6 +153,12 @@
 
     push(@results, $ErrMsg);
 
+    $Ticket = new RT::Ticket($session{'CurrentUser'});
+    unless ($Ticket->Load($id)) {
+    	$m->comp('Error.html', Why => "Couldn't load new ticket");
+	$m->abort();
+    }
+
     # }}}
 }
 else {



From admccray at thespring.org  Thu Aug 22 10:09:36 2002
From: admccray at thespring.org (Adrian McCray)
Date: Thu, 22 Aug 2002 10:09:36 -0400
Subject: [rt-users] Core::time() error
Message-ID: <3D64B85F.22582.9644EC7@localhost>

When installing RT 2-0-14, on a RH 7.3 system, every thing went fine. 
During the HTML::Mason install I received the following error.

Ambiguous call resolved as CORE::time(), qualify as such or use & at 
/usr/lib/perl5/site_perl/5.6.1/Exception/Class.pm line 226.

upon forcing Mason to install, everything worked fine.  However when 
I start up Apache, it still reports that error before Apache loads.

I have searched the masonHQ archives, deja, google, and RT with no 
success.  I looked at the class.pm file and this is the offending 
line

	$self->{time} = time();

it seems like a somewhat benign message,  but nonethelsss, it still 
indicates something unexpected.

Any clues?

Adrian McCray



From darren at boston.com  Thu Aug 22 10:15:17 2002
From: darren at boston.com (darren chamberlain)
Date: Thu, 22 Aug 2002 10:15:17 -0400
Subject: [rt-users] Core::time() error
In-Reply-To: <3D64B85F.22582.9644EC7@localhost>
References: <3D64B85F.22582.9644EC7@localhost>
Message-ID: <20020822141517.GC7327@boston.com>

* Adrian McCray <admccray at thespring.org> [2002-08-22 10:09]:
> I have searched the masonHQ archives, deja, google, and RT with no
> success.  I looked at the class.pm file and this is the offending line
> 
> 	$self->{time} = time();
> 
> it seems like a somewhat benign message,  but nonethelsss, it still
> indicates something unexpected.

This should do it:

  $self->{'time'} = time();

Although I don't see this problem, at least with 5.00503, 5.6.1, and
5.8.0, under strict, with warnings on:

  # perl -MData::Dumper -Mstrict -Mwarnings
  $f->{ time } = time();       
  print Dumper($f)
  $VAR1 = {
            'time' => '1030025597'
          };

What's your environment like?

(darren)

-- 
OCCAM'S ERASER:
The philosophical principle that even the simplest solution is bound
to have something wrong with it.



From dredd at megacity.org  Thu Aug 22 10:19:48 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Thu, 22 Aug 2002 10:19:48 -0400
Subject: [rt-users] fsck...
Message-ID: <37341EFA-B5DA-11D6-B51D-00039384A830@megacity.org>

OK, I sent this to Jesse, but realized I might also be better off (and 
Jesse would be better off *grin*) if I sent this to the list itself.

I had the old "webrt" debian package installed. In its configs, it'd 
asked me for "what to call the RT system", so I called it "ByramRT", 
because that seemed like a nice name. and then later promptly forgot all 
about it. When I moved to the 2.0.x tarball, I followed the suggestions 
which said "don't pollute the namespace, use your hostname". I then 
happily imported my data...keyed off ByramRT.

Now I've got two names in the system (from the old system, and from the 
new system), and it's torqueing the entire thing as you can well 
imagine.  Any time someone replies to, say "rt.OURDOMAIN.com #NNN", they 
get a response from "ByramRT #XXX", thanking them for starting a ticket 
up, etc. etc.

Is there any clean way of solving this? Somehow I have the feeling this 
is going to be one of those "dump the DB, trash it and start over" but 
I'd really prefer NOT to do that.

D




From ayan.kayal at yale.edu  Thu Aug 22 10:24:19 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Thu, 22 Aug 2002 10:24:19 -0400
Subject: [rt-users] fsck...
In-Reply-To: <37341EFA-B5DA-11D6-B51D-00039384A830@megacity.org>
Message-ID: <000101c249e7$9acb6850$0701a8c0@arknew>

The RT name isn't stored in the database in RT2. If you change the RT
name in config.pm to rt.OURDOMAIN.com, it should fix the problem.

O-                        ~ARK

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Derek J. Balling
> Sent: Thursday, August 22, 2002 10:20 AM
> To: Rt-Users (E-mail)
> Subject: [rt-users] fsck...
> 
> 
> OK, I sent this to Jesse, but realized I might also be better 
> off (and 
> Jesse would be better off *grin*) if I sent this to the list itself.
> 
> I had the old "webrt" debian package installed. In its configs, it'd 
> asked me for "what to call the RT system", so I called it "ByramRT", 
> because that seemed like a nice name. and then later promptly 
> forgot all 
> about it. When I moved to the 2.0.x tarball, I followed the 
> suggestions 
> which said "don't pollute the namespace, use your hostname". I then 
> happily imported my data...keyed off ByramRT.
> 
> Now I've got two names in the system (from the old system, 
> and from the 
> new system), and it's torqueing the entire thing as you can well 
> imagine.  Any time someone replies to, say "rt.OURDOMAIN.com 
> #NNN", they 
> get a response from "ByramRT #XXX", thanking them for 
> starting a ticket 
> up, etc. etc.
> 
> Is there any clean way of solving this? Somehow I have the 
> feeling this 
> is going to be one of those "dump the DB, trash it and start 
> over" but 
> I'd really prefer NOT to do that.
> 
> D
> 
> 
> _______________________________________________
> 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 dredd at megacity.org  Thu Aug 22 10:49:18 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Thu, 22 Aug 2002 10:49:18 -0400
Subject: [rt-users] fsck...
In-Reply-To: <000101c249e7$9acb6850$0701a8c0@arknew>
Message-ID: <55CB9CAA-B5DE-11D6-B51D-00039384A830@megacity.org>

OK, an update. I found the problem.. .the problem was that we'd left the 
webrt package "installed" (as a fallback) and it was still trying to 
route every message we sent to the mailgate into the OLD 'rt' database, 
because it was finding THAT config.pm *FIRST* (ugh). ;-)

So, I've fixed that, but NOW I get a completely different error. :-)

    ----- The following addresses had permanent fatal errors -----
"| /usr/local/rt2/bin/rt-mailgate SysAdmin correspond"
     (reason: 2)
     (expanded from: <sysadmin at rt.byramhealthcare.com>)

    ----- Transcript of session follows -----
Can't do setuid
554 5.3.0 unknown mailer error 2
Reporting-MTA: dns; web01.byramhealthcare.com
Received-From-MTA: DNS; mail01.byramhealthcare.com
Arrival-Date: Thu, 22 Aug 2002 10:30:22 -0400




On Thursday, August 22, 2002, at 10:24  AM, Ayan R. Kayal wrote:

> The RT name isn't stored in the database in RT2. If you change the RT
> name in config.pm to rt.OURDOMAIN.com, it should fix the problem.
>
> O-                        ~ARK
>
>> -----Original Message-----
>> From: rt-users-admin at lists.fsck.com
>> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Derek J. Balling
>> Sent: Thursday, August 22, 2002 10:20 AM
>> To: Rt-Users (E-mail)
>> Subject: [rt-users] fsck...
>>
>>
>> OK, I sent this to Jesse, but realized I might also be better
>> off (and
>> Jesse would be better off *grin*) if I sent this to the list itself.
>>
>> I had the old "webrt" debian package installed. In its configs, it'd
>> asked me for "what to call the RT system", so I called it "ByramRT",
>> because that seemed like a nice name. and then later promptly
>> forgot all
>> about it. When I moved to the 2.0.x tarball, I followed the
>> suggestions
>> which said "don't pollute the namespace, use your hostname". I then
>> happily imported my data...keyed off ByramRT.
>>
>> Now I've got two names in the system (from the old system,
>> and from the
>> new system), and it's torqueing the entire thing as you can well
>> imagine.  Any time someone replies to, say "rt.OURDOMAIN.com
>> #NNN", they
>> get a response from "ByramRT #XXX", thanking them for
>> starting a ticket
>> up, etc. etc.
>>
>> Is there any clean way of solving this? Somehow I have the
>> feeling this
>> is going to be one of those "dump the DB, trash it and start
>> over" but
>> I'd really prefer NOT to do that.
>>
>> D
>>
>>
>> _______________________________________________
>> 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 dwarner at ctinetworks.com  Thu Aug 22 11:12:06 2002
From: dwarner at ctinetworks.com (Douglas E. Warner)
Date: Thu, 22 Aug 2002 11:12:06 -0400
Subject: [rt-users] Auto-Generated email not being squelched
In-Reply-To: <200208211726.29732.dwarner@ctinetworks.com>
References: <200208211726.29732.dwarner@ctinetworks.com>
Message-ID: <200208221112.07548.dwarner@ctinetworks.com>

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

I've continued reading in lib/RT/Action/SendEmail.pm as well as 
lib/RT/Action/Autoreply.pm, but all the code seems okay to me.
Does anybody have any idea why the RT-Squelch-Replies-To header would be added 
but not honored in these files?

- -Doug

- -- 
Douglas E. Warner    <dwarner at ctinetworks.com>     Network Engineer
CTI/PAdotNET         http://ctinetworks.com        +1 717 975 9000
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

iD8DBQE9ZP9HJV36su0A0xIRAsOPAKC5Vk7cQHWOhb7U09d1jZkZvVR2jACg7NEE
qUOE9pNPMadmX3U2zK1+jOU=
=woIY
-----END PGP SIGNATURE-----




From rajmen at olemiss.edu  Thu Aug 22 11:23:35 2002
From: rajmen at olemiss.edu (Rajesh Menon)
Date: Thu, 22 Aug 2002 10:23:35 -0500
Subject: [rt-users] Carbon Copy  ( Cc:) Problem With RT 2.0.14
Message-ID: <000201c249ef$e25afb60$2f814a82@Raj>

Hi,

Anyone seeing a problem with the CC: option in RT version 2.0.14? A response
goes to the creator, but if I try to reply to the creator and have a CC or
BCC , the mail somehow doesn't reach the CC or BCC-ied person(s).

Any help in this regard will be appreciated.

Thanks,

/Raj




From autarch at urth.org  Thu Aug 22 11:23:50 2002
From: autarch at urth.org (Dave Rolsky)
Date: Thu, 22 Aug 2002 10:23:50 -0500 (CDT)
Subject: [rt-users] Core::time() error
In-Reply-To: <3D64B85F.22582.9644EC7@localhost>
Message-ID: <Pine.LNX.4.44.0208221022500.13904-100000@urth.org>

On Thu, 22 Aug 2002, Adrian McCray wrote:

> When installing RT 2-0-14, on a RH 7.3 system, every thing went fine.
> During the HTML::Mason install I received the following error.
>
> Ambiguous call resolved as CORE::time(), qualify as such or use & at
> /usr/lib/perl5/site_perl/5.6.1/Exception/Class.pm line 226.

This is just a bug in Exception::Class 1.02.  I just uploaded a new
version (1.04) a minute ago which fixes this.

Or you can just downgrade to 1.01.


-dave

/*==================
www.urth.org
we await the New Sun
==================*/




From rajmen at olemiss.edu  Thu Aug 22 12:08:23 2002
From: rajmen at olemiss.edu (Rajesh Menon)
Date: Thu, 22 Aug 2002 11:08:23 -0500
Subject: [rt-users] Apache::GD::Graph Error
Message-ID: <000401c249f6$24f4f150$2f814a82@Raj>

I am not able to see any graphs when i open the stats page. My apache error
log says "Undefined subroutine &Apache::GD::Graph::handler called".

I have all the libraries (freetype, libpng etc) and all the required perl
modules for the statistics package. When i use CPAN, it says
Apache::GD::Graph is up-to-date.

Any clues?

Thanks,

/Raj




From darren at boston.com  Thu Aug 22 12:24:08 2002
From: darren at boston.com (darren chamberlain)
Date: Thu, 22 Aug 2002 12:24:08 -0400
Subject: [rt-users] Apache::GD::Graph Error
In-Reply-To: <000401c249f6$24f4f150$2f814a82@Raj>
References: <000401c249f6$24f4f150$2f814a82@Raj>
Message-ID: <20020822162408.GE7327@boston.com>

* Rajesh Menon <rajmen at olemiss.edu> [2002-08-22 12:09]:
> I am not able to see any graphs when i open the stats page. My apache
> error log says "Undefined subroutine &Apache::GD::Graph::handler
> called".

Do you have:

  PerlModule Apache::GD::Graph

in your httpd.conf?  Apache needs to know where to find the module.

(darren)

-- 
I accept chaos. I'm not sure whether it accepts me. I know some
people are terrified of the bomb. But then some people are
terrified to be seen carrying a modern screen magazine. Experience
teaches us that silence terrified people the most.
    -- Bob Dylan



From harrison at palisadesys.com  Thu Aug 22 12:54:29 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Thu, 22 Aug 2002 11:54:29 -0500
Subject: [rt-users] Installing Apache::GD::Graph...
Message-ID: <JBEDKKNFEHFMLEDGHNFOAEIACAAA.harrison@palisadesys.com>

I am struggling to install Apache::GD::Graph.  I found these instructions:
	http://lists.fsck.com/pipermail/rt-doc-workers/2002-June/000146.html

Which look very good, however I am totally stuck on installing
Apache::GD::Graph.

First I try to install Apache::GD::Graph from CPAN:
	% perl -MCPAN -e shell
	% install Apache::GD::Graph
It looks happy enough until it tries to load dependency GD::Text::Align.

From rt at netthink.co.uk  Thu Aug 22 13:11:59 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Thu, 22 Aug 2002 18:11:59 +0100
Subject: [rt-users] Installing Apache::GD::Graph...
In-Reply-To: <JBEDKKNFEHFMLEDGHNFOAEIACAAA.harrison@palisadesys.com>
References: <JBEDKKNFEHFMLEDGHNFOAEIACAAA.harrison@palisadesys.com>
Message-ID: <20020822171159.GA19632@netthink.co.uk>

James L. Harrison:
> I am struggling to install Apache::GD::Graph.  I found these instructions:

One of the reasons why I didn't want to maintain the statistics package
is because I knew full well that if I did, my inbox would be full of
questions about Apache::GD::Graph, GD, and a bazillion other Perl
modules that are actually nothing to do with RT at all.

I don't believe that any of the RT developers have written, maintained
or contributed to any of the GD modules, so it slightly boggles me that
questions about GD are directed here, rather than at any of the people
who do look after the modules in question.

-- 
\let\l\let\l\d\def\l\a\active\l~\catcode~`?\a~`;\a\d;{~`};!\a\d!{?;~}\l?\the;#
!;]!\l]\l;\.!;,!;\%!;=!]=\d],\expandafter;[!][{=%{\message[};\$!=${\uccode`'.
\uppercase{,=,%,{%'}}};*!=*{\advance.by}]#\number;/!=/{*-1}\newcount.=\-{*-};-
!]-\-;^!=^{*1};\ != {.`\ $};@!=@{,.,"#`@^$}.`#*`'$.!0-!$//$^$ .``^$*!$^$.!0-!/
$!-!^$@*!$ *!*!*!*!$@-!$ .!0-!-!$.``^$^^$.`<-!*`<$@*!$%}\batchmode


From iypoon at mail.com  Thu Aug 22 13:45:14 2002
From: iypoon at mail.com (Crazy Diamond)
Date: Thu, 22 Aug 2002 12:45:14 -0500
Subject: [rt-users] Unable to get apache and RT running
Message-ID: <20020822174514.77735.qmail@mail.com>

Ok, i got RT up and running on Debian (woody, stable), but now i'm trying to get it running on an older version of debian (potato, stable).  I've gone through the whole installation process and i'm at the point where i'm editting the htttpd.conf file for apache.  However, when i try starting up apache (with apachectl start), i get the following errors:

Digest::MD5 object version 2.16 does not match bootstrap parameter 2.20 at /usr/lib/perl/5.6.1/DynaLoader.pm line 221.
Compilation failed in require at /usr/share/perl5/Apache/Session/Generate/MD5.pm line 14.
BEGIN failed--compilation aborted at /usr/share/perl5/Apache/Session/Generate/MD5.pm line 14.
Compilation failed in require at /usr/share/perl5/Apache/Session/File.pm line 21.
BEGIN failed--compilation aborted at /usr/share/perl5/Apache/Session/File.pm line 21.
Compilation failed in require at /usr/local/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 85.
Compilation failed in require at (eval 5) line 1.

/usr/sbin/apachectl start: httpd could not be started

Any help would be appreciated, thanks.
-- 
__________________________________________________________
Sign-up for your own FREE Personalized E-mail at Mail.com
http://www.mail.com/?sr=signup



From harrison at palisadesys.com  Thu Aug 22 14:04:05 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Thu, 22 Aug 2002 13:04:05 -0500
Subject: [rt-users] Installing Apache::GD::Graph...
Message-ID: <JBEDKKNFEHFMLEDGHNFOKEIACAAA.harrison@palisadesys.com>


-----Original Message-----
From: James L. Harrison [mailto:harrison at palisadesys.com]
Sent: Thursday, August 22, 2002 1:02 PM
To: Simon Cozens
Subject: RE: [rt-users] Installing Apache::GD::Graph...


Simon,

I did extensive web searching and didn't find *any* information to help me.
I thought that maybe someone on this list had seen the same problem.

Additionally, I don't believe that I addressed this message to you... Or the
RT developers specifically... Rather to a list of RT users... Some of whom
may have had experience with Apache::GD::Graph and be willing to help.

You wasted your own time by flaming me... You could have either kept quiet,
or given your expertise.

BTW, I like what I am seeing out of our stats package... Nice work!

Jamie

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Simon Cozens
Sent: Thursday, August 22, 2002 12:12 PM
To: Rt-Users (E-mail)
Subject: Re: [rt-users] Installing Apache::GD::Graph...


James L. Harrison:
> I am struggling to install Apache::GD::Graph.  I found these instructions:

One of the reasons why I didn't want to maintain the statistics package
is because I knew full well that if I did, my inbox would be full of
questions about Apache::GD::Graph, GD, and a bazillion other Perl
modules that are actually nothing to do with RT at all.

I don't believe that any of the RT developers have written, maintained
or contributed to any of the GD modules, so it slightly boggles me that
questions about GD are directed here, rather than at any of the people
who do look after the modules in question.

--
\let\l\let\l\d\def\l\a\active\l~\catcode~`?\a~`;\a\d;{~`};!\a\d!{?;~}\l?\the
;#
!;]!\l]\l;\.!;,!;\%!;=!]=\d],\expandafter;[!][{=%{\message[};\$!=${\uccode`'
.
\uppercase{,=,%,{%'}}};*!=*{\advance.by}]#\number;/!=/{*-1}\newcount.=\-{*-}
;-
!]-\-;^!=^{*1};\ != {.`\ $};@!=@{,.,"#`@^$}.`#*`'$.!0-!$//$^$
.``^$*!$^$.!0-!/
$!-!^$@*!$ *!*!*!*!$@-!$ .!0-!-!$.``^$^^$.`<-!*`<$@*!$%}\batchmode
_______________________________________________
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 bruce_campbell at ripe.net  Thu Aug 22 14:20:49 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 22 Aug 2002 20:20:49 +0200 (CEST)
Subject: [rt-users] fsck...
In-Reply-To: <55CB9CAA-B5DE-11D6-B51D-00039384A830@megacity.org>
Message-ID: <Pine.LNX.4.44.0208222018180.4721-100000@x22.ripe.net>

On Thu, 22 Aug 2002, Derek J. Balling wrote:

> OK, an update. I found the problem.. .the problem was that we'd left the
> webrt package "installed" (as a fallback) and it was still trying to
> route every message we sent to the mailgate into the OLD 'rt' database,
> because it was finding THAT config.pm *FIRST* (ugh). ;-)
>
> So, I've fixed that, but NOW I get a completely different error. :-)
>
>     ----- The following addresses had permanent fatal errors -----
> "| /usr/local/rt2/bin/rt-mailgate SysAdmin correspond"
>      (reason: 2)
>      (expanded from: <sysadmin at rt.byramhealthcare.com>)
>
>     ----- Transcript of session follows -----
> Can't do setuid

http://www.fsck.com/rtfm/search.html?LimitContent=setuid&LimitSummary=

/etc/procmailrcs/ is your friend ;)

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From dwarner at ctinetworks.com  Thu Aug 22 14:38:33 2002
From: dwarner at ctinetworks.com (Douglas E. Warner)
Date: Thu, 22 Aug 2002 14:38:33 -0400
Subject: [rt-users] Auto-Generated email not being squelched
In-Reply-To: <200208221112.07548.dwarner@ctinetworks.com>
References: <200208211726.29732.dwarner@ctinetworks.com> <200208221112.07548.dwarner@ctinetworks.com>
Message-ID: <200208221438.33875.dwarner@ctinetworks.com>

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

I found the bug in SendEmail.pm.  I'm sending the patch to rt-devel for rt
2.0.14 (I'm using 2.0.13, but the patch is a trivial one-liner).  The title
of the email will be 'SendEmail.pm Blacklist Bug'.

- -Doug


- -- 
Douglas E. Warner    <dwarner at ctinetworks.com>     Network Engineer
CTI/PAdotNET         http://ctinetworks.com        +1 717 975 9000
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

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y308292WQ/22kZmBGXvT17w=
=skhP
-----END PGP SIGNATURE-----



From bruce_campbell at ripe.net  Thu Aug 22 14:45:19 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 22 Aug 2002 20:45:19 +0200 (CEST)
Subject: [rt-users] fsck...
In-Reply-To: <Pine.LNX.4.44.0208222018180.4721-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.44.0208222030490.4721-100000@x22.ripe.net>

On Thu, 22 Aug 2002, Bruce Campbell wrote:

> On Thu, 22 Aug 2002, Derek J. Balling wrote:
>
> >     ----- Transcript of session follows -----
> > Can't do setuid
>
> http://www.fsck.com/rtfm/search.html?LimitContent=setuid&LimitSummary=

Sorry, thats 'suid', not 'setuid'.

http://www.fsck.com/rtfm/factoid.html?id=61 is the actual article.
http://www.fsck.com/rtfm/factoid.html?id=147

> /etc/procmailrcs/ is your friend ;)

http://lists.fsck.com/pipermail/rt-users/2002-February/006506.html

also

http://www.fsck.com/rtfm/article.html?id=213

(about time I put it in there)

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security






From darren at boston.com  Thu Aug 22 14:53:54 2002
From: darren at boston.com (darren chamberlain)
Date: Thu, 22 Aug 2002 14:53:54 -0400
Subject: [rt-users] Unable to get apache and RT running
In-Reply-To: <20020822174514.77735.qmail@mail.com>
References: <20020822174514.77735.qmail@mail.com>
Message-ID: <20020822185354.GA18924@boston.com>

* Crazy Diamond <iypoon at mail.com> [2002-08-22 13:49]:
> Ok, i got RT up and running on Debian (woody, stable), but now i'm
> trying to get it running on an older version of debian (potato,
> stable).  I've gone through the whole installation process and i'm at
> the point where i'm editting the htttpd.conf file for apache.

This means that the DynaLoader is loading the wrong shared library.  Do
you have multiple versions of Digest::MD5 installed?

(darren)

-- 
As soon as man does not take his existence for granted, but beholds it
as something unfathomably mysterious, thought begins.
    -- Albert Schweitzer


From harrison at palisadesys.com  Thu Aug 22 15:01:21 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Thu, 22 Aug 2002 14:01:21 -0500
Subject: [rt-users] Simon's stat package...
Message-ID: <JBEDKKNFEHFMLEDGHNFOEEIBCAAA.harrison@palisadesys.com>

Okay...

After all that I got it working... This was done on RedHat 7.2.  I had to
rebuild libgd from scratch... After that things started to fall into
place... This page was very helpful:
	http://www.boutell.com/gd/manual1.8.4.html#buildgd

I hope this can help someone!

-Jamie



From andy at petdance.com  Thu Aug 22 14:59:48 2002
From: andy at petdance.com (Andy Lester)
Date: Thu, 22 Aug 2002 13:59:48 -0500
Subject: [rt-users] Simon's stat package...
In-Reply-To: <JBEDKKNFEHFMLEDGHNFOEEIBCAAA.harrison@palisadesys.com>
References: <JBEDKKNFEHFMLEDGHNFOEEIBCAAA.harrison@palisadesys.com>
Message-ID: <20020822185948.GE4413@petdance.com>

> After all that I got it working... This was done on RedHat 7.2.  I had to
> rebuild libgd from scratch... After that things started to fall into
> place... This page was very helpful:
> 	http://www.boutell.com/gd/manual1.8.4.html#buildgd

I thought Simon's stat package required 2.0.1+  Is this not the case?

xoxo,
Andy

-- 
'Andy Lester        andy at petdance.com
 Programmer/author  petdance.com
 Daddy              parsley.org/quinn   Jk'=~/.+/s;print((split//,$&)
                            [unpack'C*',"n2]3%+>\"34.'%&.'^%4+!o.'"])


From rajmen at olemiss.edu  Thu Aug 22 16:48:43 2002
From: rajmen at olemiss.edu (Rajesh Menon)
Date: Thu, 22 Aug 2002 15:48:43 -0500
Subject: [rt-users] Re:Simon's stst package
In-Reply-To: <20020822182501.28676.47972.Mailman@pallas.eruditorum.org>
Message-ID: <000501c24a1d$4df230a0$2f814a82@Raj>

When i go to CPAN to install Apache::GD::Graph, its says its up-to-date. But
when i try to install GD::Text, the make test fails:

t/align....FAILED test 18-20
t/text....FAILED
t/wrap....FAILED

Eventhough CPAN shows that my Apache::GD::Graph is up-to-date, i can't see
any graphs. The stats just show the table and the numbers....

Can someone send me /post a step-by-step installation process please?

/Raj


Okay...

After all that I got it working... This was done on RedHat 7.2.  I had to
rebuild libgd from scratch... After that things started to fall into
place... This page was very helpful:
	http://www.boutell.com/gd/manual1.8.4.html#buildgd

I hope this can help someone!

-Jamie



From Pat.Steffensen at Ztango.com  Thu Aug 22 16:56:21 2002
From: Pat.Steffensen at Ztango.com (Pat Steffensen)
Date: Thu, 22 Aug 2002 16:56:21 -0400
Subject: [rt-users] Ticket Number Generation
Message-ID: <57E7F4A13990D3119FC200508B92D79801077D70@ztangous1.ztango.com>

Hello,

I've just joined the list and have been searching for a quick/easy/painless
way to change the Ticket Number sequence generator in RT.  I've finally got
it loaded and running (which was the opposite of painless), but don't want
to start at number 1...I'd like a YYMMDDTicketNumber sort of syntax...any
advice or direction would be greatfully apprecated!  Thanks,

Pat
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From pdh at snapgear.com  Thu Aug 22 22:10:41 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 23 Aug 2002 12:10:41 +1000
Subject: [rt-users] Automatic resolve on e-mail reply
In-Reply-To: <Pine.GSO.4.04.10208220227470.4601-100000@amos.bath.ac.uk>
References: <Pine.GSO.4.04.10208220227470.4601-100000@amos.bath.ac.uk>
Message-ID: <20020823021041.GH773@luggage>

M B Norton wrote:
> I'm currently setting up RT and wondered if the following was possible..
> when an AdminCC replies I want the ticket to be automatically resolved and
> removed from the queue.
> 
> If a scrip is needed to implement this, does anybody have this done
> already?

This should be fairly trivial... off the top of my head
(and all untested, take note!)

OnCorrespOut ResolveTicket with template Blank

====================================
package RT::Condition::OnCorrespOut;
require RT::Condition::Generic;
@ISA = qw(RT::Condition::Generic);

sub IsApplicable {
    my $self = shift;
    return($self->TransactionObj->Type eq 'Correspond' && !$self->IsInbound);
}
1;
====================================
package RT::Action::ResolveTicket;
require RT::Action::Generic;
@ISA = qw(RT::Action::Generic);

sub Commit {
    my $self = shift;
    return ($self->TicketObj->Resolve());
}
1;
====================================

-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From rt_addison at yahoo.com  Thu Aug 22 22:20:49 2002
From: rt_addison at yahoo.com (Addison RT)
Date: Thu, 22 Aug 2002 19:20:49 -0700 (PDT)
Subject: [rt-users] Cant browse the start page
Message-ID: <20020823022049.38200.qmail@web12905.mail.yahoo.com>

Hi all,
I cant browse the index.html file in
file:/opt/rt2/WebRT/html/index.html

with the following messages :
<& /Elements/Header, Title=>"Start page", Refresh =>
$session{'home_refresh_interval'} &> <&
/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'}; } 


RT

__________________________________________________
Do You Yahoo!?
Yahoo! Finance - Get real-time stock quotes
http://finance.yahoo.com


From rt-users at mjch.net  Thu Aug 22 22:49:29 2002
From: rt-users at mjch.net (Malcolm Herbert)
Date: Fri, 23 Aug 2002 12:49:29 +1000
Subject: [rt-users] suidperl?
In-Reply-To: <20020823022524.GD382@fastmail.fm>
References: <Pine.GSO.4.04.10208220227470.4601-100000@amos.bath.ac.uk> <20020823021041.GH773@luggage> <20020823022524.GD382@fastmail.fm>
Message-ID: <20020823024928.GA502@fastmail.fm>

I'm attempting to install rt 2.0.14 on a NetBSD 1.5.2 machine.
Apparently NetBSD does not support suidperl, so it isn't directly
available from the usual sources ...

So far I've looked through the install docs, the FAQ and some of
the archives of this list and everything I've read seems to assume
that it's available ... 

My question is whether or not I need it ... if I can run the CGI stuff
as the rt user from Apache (by running an instance of Apache as the rt
user) and all the housekeeping stuff from the rt crontab, why would I
need it (apart from mail stuff)?

Would I be able to take the approach that majordomo uses and set up a
small C setuid wrapper which would call specific scripts with specific
arguments?

is this feasible?

-- 
Malcolm Herbert                                This brain intentionally
mjch at mjch.net                                                left blank


From ritter at hermes.lfc.edu  Thu Aug 22 22:58:48 2002
From: ritter at hermes.lfc.edu (Nicholas Ritter)
Date: Thu, 22 Aug 2002 21:58:48 -0500
Subject: [rt-users] Install issues on RH 7.3
Message-ID: <3d65a4e8.5f1f.0@hermes.lfc.edu>

Greetings to everyone on the list,

I found information regarding RH 7.2 installs of RT, which didn't help me in
the slightest. Please pardon me if this is a duplicate question.

I have a RedHat 7.3 system, using all of the default RPMS for apache, perl,
and mod_perl. I have installed MySQL, and all of the Perl modules. I use Mason
for another application on the system, so I have it installed, and I know it
is working.

My problem is that I can not get RT to work due the following errors:

1) After initial install, RT doesn't work and gives mason errors in the browser:


         Error during compilation of /var/www/html/mason/RT/WebRT/html/index.html:

         Global symbol "%session" requires explicit package name at /var/www/html/mason/RT/WebRT/html/index.html
line 23. Global symbol "%session" requires explicit package name at /var/www/html/mason/RT/WebRT/html/index.html
line 1. Global symbol "%session" requires explicit package name at /var/www/html/mason/RT/WebRT/html/index.html
line 15. Stack: [/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:505] [/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:264]
[/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:174] [/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:138]
[/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm:59] [/usr/lib/perl5/site_perl/5.6.1/Class/Container.pm:194]
[/usr/lib/perl5/site_perl/5.6.1/Class/Container.pm:257] [/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:170]

         [/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm:777] [/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm:713]
[(eval 29):5] [/dev/null:0] 

2) I also get errors about RT.pm not being found, which I resolved by manually
copying the RT perl modules into the Perl @INC path.

3) adding webmux.pl causes apache not to load

4) I also get an error in the apache error log:

 Undefined subroutine &RT::Mason::handler called.


These issues do not all happen at once, but happen each time I try to something
to get RT working. Is there an RPM out there somewhere (other than the OpenPKG
RPM), or can someone offer me any help. I had the same problems one the same
system when it was running RH 7.2...I have since zero-filled and installed 7.3.


Any help would be great,

Nicholas
NetAdmin
Lake Forest College


From phil at streamexchange.com  Fri Aug 23 00:29:58 2002
From: phil at streamexchange.com (Phil Dibowitz)
Date: Thu, 22 Aug 2002 21:29:58 -0700
Subject: [rt-users] More problems with attachments
Message-ID: <3D65BA46.9060703@streamexchange.com>

So as most of you know about 2 weeks ago I installed the "Notify With 
Attachment" scrip into RT2. ANd I swear I saw attachments work. But I've just 
been informed they don't. ANd I tried it, and once again, they don't get 
delivered.

My Global Scripts look like this:
Global Scrips
OnCreate AutoreplyToRequestors with template Autoreply
OnCreate NotifyAdminCcs with template Transaction
OnComment NotifyAdminCcsAsComment with template AdminComment
OnComment NotifyOtherRecipientsAsComment with template Correspondence
OnCorrespond NotifyOtherRecipients with template Correspondence
OnCorrespond NotifyAllWatchersWithAttach with template Correspondence

And I changed the "Mime version" thing in the NotifyWithAttach.pm that someone 
posted. Mine looks like this:

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

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

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

       $self->TemplateObj->MIMEObj->head->replace('MIME-Version','1.0');

   }

   return 1;
}

# }}}


1;
-------------------------------------------

I'm at a loss....

Phil
-- 
Systems Administrator
Stream Exchange
http://www.streamexchange.com/



From hays-rtusers at osogrande.com  Fri Aug 23 02:08:47 2002
From: hays-rtusers at osogrande.com (Larry Hays, Internet Operations)
Date: Fri, 23 Aug 2002 00:08:47 -0600 (MDT)
Subject: [rt-users] Add field (for acct#)
In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A79C@exchange1.cam.pace.co.uk>
Message-ID: <Pine.LNX.4.44.0208230004080.9240-100000@gp.staff.osogrande.com>

Hi all:

I've been playing with keywords (they're great), and I wonder if there is
a way to add a keyword-like field that permits free text rather than the
pulldown list that keywords permits.  I'd like to add a field for acct#
and be able to search on it, etc, and I don't want to have to enter every
possible acct# as a keyword.  Contributions?  Suggestions?

Thanks

Larry



From rt-users at mjch.net  Fri Aug 23 02:49:36 2002
From: rt-users at mjch.net (Malcolm Herbert)
Date: Fri, 23 Aug 2002 16:49:36 +1000
Subject: [rt-users] perl dependancies
Message-ID: <20020823064935.GE502@fastmail.fm>

I don't seem to be able to satisfy any of these perl dependancies.

|tethys[~/rt-2-0-14] 84v>: make testdeps | grep 'not installed'
|Checking for CGI::Cookie 1.20 ....CGI::Cookie 1.20  not installed.
|Checking for Apache::Cookie....Apache::Cookie not installed.
|Checking for Date::Parse....Date::Parse not installed.
|Checking for Date::Format....Date::Format not installed.

scanning through the CPAN modules list doesn't help a lot ... 

|mumble[~] 42v>: w3m -dump http://www.cpan.org/modules/01modules.index.html > p5-CPAN.txt
|mumble[~] 43v>: grep -i cgi-cookie p5-CPAN.txt
|mumble[~] 44v>: grep -i apache-cookie p5-CPAN.txt
|Apache      ALEXP     Apache-CookieToQuery-1.04.tar.gz  10k  17 Jul 2002
|mumble[~] 45v>: grep -i date-parse p5-CPAN.txt
|mumble[~] 46v>: grep -i date-format p5-CPAN.txt

are these modules contained in some other package?

-- 
Malcolm Herbert                                This brain intentionally
mjch at mjch.net                                                left blank


From bruce_campbell at ripe.net  Fri Aug 23 02:55:27 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 23 Aug 2002 08:55:27 +0200 (CEST)
Subject: [rt-users] Automatic resolve on e-mail reply
In-Reply-To: <20020823021041.GH773@luggage>
Message-ID: <Pine.LNX.4.44.0208230854390.23261-100000@x22.ripe.net>

On Fri, 23 Aug 2002, Phil Homewood wrote:

> M B Norton wrote:
> > I'm currently setting up RT and wondered if the following was possible..
> > when an AdminCC replies I want the ticket to be automatically resolved and
> > removed from the queue.
> >
> > If a scrip is needed to implement this, does anybody have this done
> > already?
>
> This should be fairly trivial... off the top of my head
> (and all untested, take note!)
>
> OnCorrespOut ResolveTicket with template Blank

Result is still indeterminate if used from the WebUI, as the WebUI also
sets several status variables.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From bruce_campbell at ripe.net  Fri Aug 23 03:01:11 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 23 Aug 2002 09:01:11 +0200 (CEST)
Subject: [rt-users] suidperl?
In-Reply-To: <20020823024928.GA502@fastmail.fm>
Message-ID: <Pine.LNX.4.44.0208230856370.23261-100000@x22.ripe.net>

On Fri, 23 Aug 2002, Malcolm Herbert wrote:

> I'm attempting to install rt 2.0.14 on a NetBSD 1.5.2 machine.

You have my sympathies ;)

> Apparently NetBSD does not support suidperl, so it isn't directly
> available from the usual sources ...

The NetBSD default perl is not compiled with suid support.  You can get
support (or so I've seen) by recompiling perl with the appropriate magic
flags.  However, you do not need suidperl.

> My question is whether or not I need it ... if I can run the CGI stuff
> as the rt user from Apache (by running an instance of Apache as the rt
> user) and all the housekeeping stuff from the rt crontab, why would I
> need it (apart from mail stuff)?

You still don't need it for the mail stuff.  Search for 'suid' or
'procmail' in RT/FM.

( Sorry if I'm harping a point here, but suid scripts are a curse, and
  should never be allowed in a production environment.  Then again,
  general security is one of my RL jobs )

> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From Andreas.Banze at Geodata.de  Fri Aug 23 03:18:20 2002
From: Andreas.Banze at Geodata.de (Banze, Andreas)
Date: Fri, 23 Aug 2002 09:18:20 +0200
Subject: [rt-users] perl dependancies
Message-ID: <1D9A340F01C29341A4C4DEDBED45B61E0D3BCA@srv000000002.geodata.net>

> I don't seem to be able to satisfy any of these perl dependancies.
> 
> |tethys[~/rt-2-0-14] 84v>: make testdeps | grep 'not installed'
> |Checking for CGI::Cookie 1.20 ....CGI::Cookie 1.20  not installed.
> |Checking for Apache::Cookie....Apache::Cookie not installed.
> |Checking for Date::Parse....Date::Parse not installed.
> |Checking for Date::Format....Date::Format not installed.

testdeps (the script itself, I never managed to do it through make) does
understand the parameter "-fix" to do it all by itself. tryp ./sbin/testdeps
-fix mysql (or whatever you are using as dbm)
 
> scanning through the CPAN modules list doesn't help a lot ... 
> 
> |mumble[~] 42v>: w3m -dump 
> http://www.cpan.org/modules/01modules.index.html > p5-CPAN.txt
> |mumble[~] 43v>: grep -i cgi-cookie p5-CPAN.txt
> |mumble[~] 44v>: grep -i apache-cookie p5-CPAN.txt
> |Apache      ALEXP     Apache-CookieToQuery-1.04.tar.gz  10k  
> 17 Jul 2002
> |mumble[~] 45v>: grep -i date-parse p5-CPAN.txt
> |mumble[~] 46v>: grep -i date-format p5-CPAN.txt
> 
> are these modules contained in some other package?

interesting way to scan for CPAN modules. Let me introduce you into another
way:

perl -MCPAN -e shell;

Search for Modules:
i /CGI::Cookie/

CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Wed, 21 Aug 2002 19:52:04 GMT
Module id = CGI::Cookie
    CPAN_USERID  LDS (Lincoln D. Stein <lstein at cshl.org>)
    CPAN_VERSION 1.20
    CPAN_FILE    L/LD/LDS/CGI.pm-2.81.tar.gz
    MANPAGE      CGI::Cookie - Interface to Netscape Cookies
    INST_FILE    /usr/lib/perl5/5.6.1/CGI/Cookie.pm
    INST_VERSION 1.20

You want to install CGI.pm (or try "install CGI::Cookie"). Same goes for the
other modules.

If you see a message that states that there is a newer version of CPAN,
install it first - otherwise it may try to update your perl as well which
sometimes breaks the system. 


From altendky at engr.orst.edu  Fri Aug 23 00:24:23 2002
From: altendky at engr.orst.edu (Kyle Altendorf)
Date: Fri, 23 Aug 2002 00:24:23 -0400
Subject: [rt-users] enhanced-mailgate and setting keywords
References: <1029861334.3d626fd6c2d8b@webmail1.onid.orst.edu>
Message-ID: <3D65B8F7.8010002@engr.orst.edu>

just thought i'd drop this back in the mix...

does anyone have an example of what format the keywordselect and
keywords are supposed to be entered in an email for the
enhanced-mailgate to take care of setting them?  the readme says:

<keywordselect> [+|-]<keyword>

but to the best of my knowledge it must be prepended by RT-, and to work
similarly as other settable options, there would be a colon after the
name of the keywordselect.  sadly, after many different combinations, i
still have not successfully set any keywords (although i can set the
requestor and such).  i have spent a few hours looking through the code, 
all to no avail.  i still believe it's a simple "you should have the 
slash over there, not in there", but any help (including a snippet from 
a working email) would be greatly appreciated.  thanks.

-kyle altendorf

      "just being...
       is bewildering..."
          -moloko


altendky at engr.orst.edu wrote:
 > i am successfully able to create a ticket and set a
 > requestor via email, such as:
 >
 > RT-Requestor: + nobody at science
 >
 > but am unable to set keywords in the email, like:
 >
 > RT-TestKS: /test/subtest
 >
 > it parses the lines out of the message body, but does
 > not actually set the keywords.  i've tried various
 > formats with slashes or without or just subtest,
 > etc...  but to no avail.  TestKS is a keyword selection
 > which is set to allow children of test (e.g. subtest).
 > just as it appears above, test is a child of / and
 > subtest is a child of test.
 >
 > does anyone have an example of what format the
 > keywordselect and keywords are supposed to be entered
 > in an email for the enhanced-mailgate to take care of
 > setting them?  thanks for any hints.
 >
 > -kyle altendorf
 >
 >      "just being...
 >       is bewildering..."
 >          -moloko
 >
 > _______________________________________________
 > 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 rt-users at mjch.net  Fri Aug 23 03:24:56 2002
From: rt-users at mjch.net (Malcolm Herbert)
Date: Fri, 23 Aug 2002 17:24:56 +1000
Subject: [rt-users] perl dependancies
In-Reply-To: <1D9A340F01C29341A4C4DEDBED45B61E0D3BCA@srv000000002.geodata.net>
References: <1D9A340F01C29341A4C4DEDBED45B61E0D3BCA@srv000000002.geodata.net>
Message-ID: <20020823072455.GF502@fastmail.fm>

On Fri, Aug 23, 2002 at 09:18:20AM +0200, Banze, Andreas wrote:
|> I don't seem to be able to satisfy any of these perl dependancies.
|
|testdeps (the script itself, I never managed to do it through make)
|does understand the parameter "-fix" to do it all by itself. tryp
|./sbin/testdeps -fix mysql (or whatever you are using as dbm)

I'd rather do it manually the first time, but thanks for the info

|interesting way to scan for CPAN modules. Let me introduce you into
|another way:
|
|perl -MCPAN -e shell;

yeah - bruce pointed me at that on IRC about two minutes ago ... :)

never seen that before, but it looks like it will be useful. thanks

|You want to install CGI.pm (or try "install CGI::Cookie"). Same goes
|for the other modules.
|
|If you see a message that states that there is a newer version of CPAN,
|install it first - otherwise it may try to update your perl as well
|which sometimes breaks the system.

I'd rather see whether these modules are included in any others then
build an appropriate NetBSD pkgsrc package for them rather than use the
CPAN installer ... that way I don't need to do anything special on any
of the other machines I need to install this on ... :)

-- 
Malcolm Herbert                                This brain intentionally
mjch at mjch.net                                                left blank


From bruce_campbell at ripe.net  Fri Aug 23 03:39:12 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 23 Aug 2002 09:39:12 +0200 (CEST)
Subject: [rt-users] perl dependancies
In-Reply-To: <20020823072455.GF502@fastmail.fm>
Message-ID: <Pine.LNX.4.44.0208230932540.23261-100000@x22.ripe.net>

On Fri, 23 Aug 2002, Malcolm Herbert wrote:

> On Fri, Aug 23, 2002 at 09:18:20AM +0200, Banze, Andreas wrote:
> |> I don't seem to be able to satisfy any of these perl dependancies.
> |
> |testdeps (the script itself, I never managed to do it through make)
> |does understand the parameter "-fix" to do it all by itself. tryp
> |./sbin/testdeps -fix mysql (or whatever you are using as dbm)
>
> I'd rather do it manually the first time, but thanks for the info
>
> |interesting way to scan for CPAN modules. Let me introduce you into
> |another way:
> |
> |perl -MCPAN -e shell;
>
> yeah - bruce pointed me at that on IRC about two minutes ago ... :)
>
> never seen that before, but it looks like it will be useful. thanks

Sheesh, you get this far and haven't encountered the Creamy Goodness that
is CPAN?  Shame on you boy.  ( see also http://search.cpan.org/ ).

> |If you see a message that states that there is a newer version of CPAN,
> |install it first - otherwise it may try to update your perl as well
> |which sometimes breaks the system.
>
> I'd rather see whether these modules are included in any others then
> build an appropriate NetBSD pkgsrc package for them rather than use the
> CPAN installer ... that way I don't need to do anything special on any
> of the other machines I need to install this on ... :)

As mentioned on irc, FreeBSD (at least) comes with bsdpan, and I think
that NetBSD does as well.  The end effect is that modules installed via
CPAN then show up with the standard package management tools (pkg_*).

No need to reinvent the wheel.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From adrian at creative.net.au  Fri Aug 23 04:48:30 2002
From: adrian at creative.net.au (Adrian Chadd)
Date: Fri, 23 Aug 2002 16:48:30 +0800
Subject: [rt-users] freebsd-4.6 and rt/
In-Reply-To: <010801c24a77$aaa048f0$450aa8c0@Office>
References: <20020819003737.GK38735@ewok.creative.net.au> <20020819033247.GA545@not.autrijus.org> <20020819033249.GE57093@ewok.creative.net.au> <010801c24a77$aaa048f0$450aa8c0@Office>
Message-ID: <20020823084830.GL480@ewok.creative.net.au>

On Fri, Aug 23, 2002, Kazu Kimura wrote:
> Adrian,
> 
> Have you succeeded in installing rt-2-0-x with freebsd4.6?
> 
> I still have some difficulty to install mod_perl as below when I do 'make
> fixdeps'.

here's my current problems with the ports.

* the 'make install' didn't seem to create the pgsql database, create the user,
  create the tables/sequences, grant access.

* you still need to add the rt magic to the apache config file

* config.pm is still default.

* /usr/local/mason wasn't created by default.

I also had to add DBIx::DBSchema or something along those lines manually -
it wasn't listed as a dependency, but creating the DB required it (this may
be why make install didn't do what I thought it should.)

I also am thinking of dumping the rt-specific apache magic in a seperate
config file which I then include from apache.conf .

Other than that, it worked. Yay. :)


> > 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
> >
> 

-- 
Adrian Chadd			"<WeBGrrL> i WAS a lesbian.....but now i love everyone :P"
<adrian at creative.net.au>



From alesh at opensource-technologies.com  Fri Aug 23 10:17:05 2002
From: alesh at opensource-technologies.com (=?iso-8859-2?Q?Ale=B9_Mustar?=)
Date: Fri, 23 Aug 2002 16:17:05 +0200
Subject: [rt-users] Carbon Copy  ( Cc:) Problem With RT 2.0.14
In-Reply-To: <000201c249ef$e25afb60$2f814a82@Raj>
Message-ID: <000e01c24aaf$c306cc10$1c01a8c0@asus>

Do you have global-scrips:

OnComment NotifyOtherRecipientsAsComment with template Correspondence  
OnCorrespond NotifyOtherRecipients with template Correspondence  

A.




-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Rajesh Menon
Sent: Thursday, August 22, 2002 5:24 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Carbon Copy ( Cc:) Problem With RT 2.0.14


Hi,

Anyone seeing a problem with the CC: option in RT version 2.0.14? A
response goes to the creator, but if I try to reply to the creator and
have a CC or BCC , the mail somehow doesn't reach the CC or BCC-ied
person(s).

Any help in this regard will be appreciated.

Thanks,

/Raj


_______________________________________________
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 andy at bribed.net  Fri Aug 23 10:50:26 2002
From: andy at bribed.net (Andy Coates)
Date: Fri, 23 Aug 2002 15:50:26 +0100
Subject: [rt-users] Carbon Copy  ( Cc:) Problem With RT 2.0.14
In-Reply-To: <000e01c24aaf$c306cc10$1c01a8c0@asus>
Message-ID: <004b01c24ab4$6a9d7d30$876bfd50@buffy>

I had the same problem with OnCreate, for some reason at ticket creation
time CC doesn't appear to be processed, but is added to the ticket as a
CC watcher (and then ticket resolves do go out).

Any ideas about that?

Andy.

> Do you have global-scrips:
> 
> OnComment NotifyOtherRecipientsAsComment with template 
> Correspondence  
> OnCorrespond NotifyOtherRecipients with template Correspondence  
> 
> A.
> 
> 
> 
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Rajesh Menon
> Sent: Thursday, August 22, 2002 5:24 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Carbon Copy ( Cc:) Problem With RT 2.0.14
> 
> 
> Hi,
> 
> Anyone seeing a problem with the CC: option in RT version 2.0.14? A
> response goes to the creator, but if I try to reply to the creator and
> have a CC or BCC , the mail somehow doesn't reach the CC or BCC-ied
> person(s).
> 
> Any help in this regard will be appreciated.
> 
> Thanks,
> 
> /Raj
> 
> 
> _______________________________________________
> 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 danielf at supportteam.net  Fri Aug 23 11:17:54 2002
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Fri, 23 Aug 2002 10:17:54 -0500
Subject: [rt-users] Newbie new install can't login as root.
Message-ID: <200208231017.54551.danielf@supportteam.net>

I'm not getting a denied message it just returns to the login prompt. This is 
from the web UI I even double checked the password by changing it on the 
command line which works fine. 

New install with apache 1.3, rt 2.0.14, mysql 2.23.51

Had no issues with the install make testdeps comes back clean except this 
error. 

root at rt:/tmp/rt-2-0-14# make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
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
Ambiguous call resolved as CORE::time(), qualify as such or use & at 
/usr/lib/perl5/site_perl/Exception/Class.pm line 226.
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::mysql 2.0416 ...found


TIA for any help. 


-- 
Thanks
-------------------------------
Daniel Fairchild
danielf at cihost.com
-------------------------------


From danielf at supportteam.net  Fri Aug 23 11:28:38 2002
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Fri, 23 Aug 2002 10:28:38 -0500
Subject: [rt-users] Newbie new install can't login as root.
In-Reply-To: <000a01c24ab8$80787110$0701a8c0@arknew>
References: <000a01c24ab8$80787110$0701a8c0@arknew>
Message-ID: <200208231028.38601.danielf@supportteam.net>

yes I did instal Apache::DBI it would not start with out it. So I just did a 
perl -MCPAN -e 'install Apache::DBI' for it. 


On Friday 23 August 2002 10:19, you wrote:
> For some reason Apache::DBI isn't on the list. Do you have that?
> Although maybe Apache wouldn't start if it wasn't there, not sure.
>
> O-                        ~ARK
>
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Daniel F.
> > Chief Security Engineer -
> > Sent: Friday, August 23, 2002 11:18 AM
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] Newbie new install can't login as root.
> >
> >
> > I'm not getting a denied message it just returns to the login
> > prompt. This is
> > from the web UI I even double checked the password by
> > changing it on the
> > command line which works fine.
> >
> > New install with apache 1.3, rt 2.0.14, mysql 2.23.51
> >
> > Had no issues with the install make testdeps comes back clean
> > except this
> > error.
> >
> > root at rt:/tmp/rt-2-0-14# make testdeps
> > /usr/bin/perl ./tools/testdeps -warn mysql
> > 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
> > Ambiguous call resolved as CORE::time(), qualify as such or use & at
> > /usr/lib/perl5/site_perl/Exception/Class.pm line 226.
> > 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::mysql 2.0416 ...found
> >
> >
> > TIA for any help.
> >
> >
> > --
> > Thanks
> > -------------------------------
> > Daniel Fairchild
> > danielf at cihost.com

-- 
Thanks
-------------------------------
Daniel Fairchild
Chief Security Engineer 
C I Host
1851 Central Drive Suite 110
Bedford, TX 76021
T. 888.868.9931
F. 888.242.7554
http://www.cihost.com
danielf at cihost.com
-------------------------------------------
Privileged/Confidential Information may be contained in this message.  If
you are not the addressee indicated in this message (or responsible for
delivery of the message to such person), you may not copy or deliver this
message to anyone.  In such case, you should destroy this message and kindly 
notify the sender by reply email.  Please advise immediately if you or your 
employer do not consent to Internet email for messages of this kind.
Opinions, conclusions and other information in this message that do not
relate to the official business of my firm shall be understood as neither
given nor endorsed by it.



From josh at email.nu  Fri Aug 23 12:10:32 2002
From: josh at email.nu (Josh Rowe)
Date: Sat, 24 Aug 2002 02:10:32 +1000
Subject: [rt-users] installation error
Message-ID: <001b01c24abf$9b35d2c0$0479000a@hcohq4550>

Hi,

I am installing RT for the first time and getting the an error when
testing the dependencies (see below).

I installed the HTML::Mason & Apache::Session modules by hand (after
they gave me some trouble).

I suspect it's HTML::Mason that's causing the error.

root at whim:300 /opt/local/src/rt/rt-2-0-14> uname -a
SunOS whim 5.8 Generic_108529-14 i86pc i386 i86pc
root at whim:301 /opt/local/src/rt/rt-2-0-14> make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
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
Ambiguous call resolved as CORE::time(), qualify as such or use & at
usr/local/lib/perl5/site_perl/5.6.1/Exception/Class.pm line 226.
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::mysql 2.0416 ...found


Josh
--
http://josh.id.au/



From danielf at supportteam.net  Fri Aug 23 12:28:08 2002
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Fri, 23 Aug 2002 11:28:08 -0500
Subject: [rt-users] Newbie new install can't login as root.
In-Reply-To: <200208231028.38601.danielf@supportteam.net>
References: <000a01c24ab8$80787110$0701a8c0@arknew> <200208231028.38601.danielf@supportteam.net>
Message-ID: <200208231128.08054.danielf@supportteam.net>

okay I have a change here. I messed around with some of the file perms and now 
I get an error on the web UI that I have the wrong user name or password for 
the root user. I tried password as the pass even though I changed it on the 
command line like the manule suggests.

On Friday 23 August 2002 10:28, Daniel F. Chief Security Engineer - wrote:
> yes I did instal Apache::DBI it would not start with out it. So I just did
> a perl -MCPAN -e 'install Apache::DBI' for it.
>
> On Friday 23 August 2002 10:19, you wrote:
> > For some reason Apache::DBI isn't on the list. Do you have that?
> > Although maybe Apache wouldn't start if it wasn't there, not sure.
> >
> > O-                        ~ARK
> >
> > > -----Original Message-----
> > > From: rt-users-admin at lists.fsck.com
> > > [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Daniel F.
> > > Chief Security Engineer -
> > > Sent: Friday, August 23, 2002 11:18 AM
> > > To: rt-users at lists.fsck.com
> > > Subject: [rt-users] Newbie new install can't login as root.
> > >
> > >
> > > I'm not getting a denied message it just returns to the login
> > > prompt. This is
> > > from the web UI I even double checked the password by
> > > changing it on the
> > > command line which works fine.
> > >
> > > New install with apache 1.3, rt 2.0.14, mysql 2.23.51
> > >
> > > Had no issues with the install make testdeps comes back clean
> > > except this
> > > error.
> > >
> > > root at rt:/tmp/rt-2-0-14# make testdeps
> > > /usr/bin/perl ./tools/testdeps -warn mysql
> > > 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
> > > Ambiguous call resolved as CORE::time(), qualify as such or use & at
> > > /usr/lib/perl5/site_perl/Exception/Class.pm line 226.
> > > 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::mysql 2.0416 ...found
> > >
> > >
> > > TIA for any help.
> > >
> > >
> > > --
> > > Thanks
> > > -------------------------------
> > > Daniel Fairchild
> > > danielf at cihost.com

-- 
Thanks
-------------------------------
Daniel Fairchild
Chief Security Engineer 
C I Host
1851 Central Drive Suite 110
Bedford, TX 76021
T. 888.868.9931
F. 888.242.7554
http://www.cihost.com
danielf at cihost.com
-------------------------------------------
Privileged/Confidential Information may be contained in this message.  If
you are not the addressee indicated in this message (or responsible for
delivery of the message to such person), you may not copy or deliver this
message to anyone.  In such case, you should destroy this message and kindly 
notify the sender by reply email.  Please advise immediately if you or your 
employer do not consent to Internet email for messages of this kind.
Opinions, conclusions and other information in this message that do not
relate to the official business of my firm shall be understood as neither
given nor endorsed by it.



From mariana.lopes at multicert.com  Fri Aug 23 12:35:26 2002
From: mariana.lopes at multicert.com (Mariana Martins Lopes)
Date: 23 Aug 2002 17:35:26 +0100
Subject: [rt-users] Areas in a queue
Message-ID: <1030120530.1937.172.camel@mlopes>

Hello!
I read several references to RT's capability of creating areas in a
queue and I htink it would be very usefull, for me. But I can't figure
how to do it:-(
Is it still possible in the most recent RT's version? 
If yes, could you explain me how can I do it?
Thanks in advance,
	Mariana Lopes





From ritter at hermes.lfc.edu  Fri Aug 23 13:36:05 2002
From: ritter at hermes.lfc.edu (Nicholas Ritter)
Date: Fri, 23 Aug 2002 12:36:05 -0500
Subject: [rt-users] installation error
References: <001b01c24abf$9b35d2c0$0479000a@hcohq4550>
Message-ID: <3D667285.10033B02@lfc.edu>

I have the same error:

Ambiguous call resolved as CORE::time(), qualify as such or use & at
usr/local/lib/perl5/site_perl/5.6.1/Exception/Class.pm line 226.

Although Mason for everything except RT works.

Are u running RedHat 7.3?

Nicholas

Josh Rowe wrote:

> Hi,
>
> I am installing RT for the first time and getting the an error when
> testing the dependencies (see below).
>
> I installed the HTML::Mason & Apache::Session modules by hand (after
> they gave me some trouble).
>
> I suspect it's HTML::Mason that's causing the error.
>
> root at whim:300 /opt/local/src/rt/rt-2-0-14> uname -a
> SunOS whim 5.8 Generic_108529-14 i86pc i386 i86pc
> root at whim:301 /opt/local/src/rt/rt-2-0-14> make testdeps
> /usr/bin/perl ./tools/testdeps -warn mysql
> 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
> Ambiguous call resolved as CORE::time(), qualify as such or use & at
> usr/local/lib/perl5/site_perl/5.6.1/Exception/Class.pm line 226.
> 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::mysql 2.0416 ...found
>
> Josh
> --
> http://josh.id.au/
>
> _______________________________________________
> 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.biz  Fri Aug 23 12:32:04 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Fri, 23 Aug 2002 19:32:04 +0300
Subject: [rt-users] rtadmin problems - anyone seen this?
Message-ID: <20020823163204.GG6281@ns2.wananchi.com>

I am not sure when this might have broken and what might have broken it.
rt-2.0.14.


[root at ns2]#./rtadmin --help
"config" is not defined in %Getopt::Long::EXPORT_TAGS at /usr/libdata/perl/5.00503/Exporter.pm line 67
        Exporter::export('Getopt::Long', 'main', ':config', 'pass_through') called at /usr/libdata/perl/5.00503/Exporter.pm
line 182
        Exporter::import('Getopt::Long', ':config', 'pass_through') called at ./rtadmin line 8
        main::BEGIN() called at /usr/libdata/perl/5.00503/Getopt/Long.pm line 8
        eval {...} called at /usr/libdata/perl/5.00503/Getopt/Long.pm line 8
"pass_through" is not exported by the Getopt::Long module at ./rtadmin line 8
Can't continue after import errors at ./rtadmin line 8
BEGIN failed--compilation aborted at ./rtadmin line 8.

[root at ns2]#uname -a
FreeBSD ns2.wananchi.com 4.6-STABLE FreeBSD 4.6-STABLE #6: Thu Aug  1 13:42:38 EAT 2002
wash at ns2.wananchi.com:/usr/obj/usr/src/sys/SRV4.x  i386


        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 autarch at urth.org  Fri Aug 23 13:49:08 2002
From: autarch at urth.org (Dave Rolsky)
Date: Fri, 23 Aug 2002 12:49:08 -0500 (CDT)
Subject: [rt-users] installation error
In-Reply-To: <3D667285.10033B02@lfc.edu>
Message-ID: <Pine.LNX.4.44.0208231245470.31853-100000@urth.org>

On Fri, 23 Aug 2002, Nicholas Ritter wrote:

> I have the same error:
>
> Ambiguous call resolved as CORE::time(), qualify as such or use & at
> usr/local/lib/perl5/site_perl/5.6.1/Exception/Class.pm line 226.

Either install the latest Exception::Class (1.05) or downgrade to 1.01.
1.02 has a bug that I fixed in 1.04.


-dave

/*==================
www.urth.org
we await the New Sun
==================*/



From wash at wananchi.biz  Fri Aug 23 13:49:21 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Fri, 23 Aug 2002 20:49:21 +0300
Subject: [rt-users] rtadmin problems - anyone seen this?
In-Reply-To: <20020823163204.GG6281@ns2.wananchi.com>
References: <20020823163204.GG6281@ns2.wananchi.com>
Message-ID: <20020823174921.GB75474@ns2.wananchi.com>

* Odhiambo Washington <wash at wananchi.biz> [20020823 20:45]: wrote:
> 
> I am not sure when this might have broken and what might have broken it.
> rt-2.0.14.
> 
> 
> [root at ns2]#./rtadmin --help
> "config" is not defined in %Getopt::Long::EXPORT_TAGS at /usr/libdata/perl/5.00503/Exporter.pm line 67
>         Exporter::export('Getopt::Long', 'main', ':config', 'pass_through') called at /usr/libdata/perl/5.00503/Exporter.pm



Sorry to reply to myself.

I re-installed Getopt::Long and the problem went away.




        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 josh at email.nu  Fri Aug 23 13:54:18 2002
From: josh at email.nu (Josh Rowe)
Date: Sat, 24 Aug 2002 03:54:18 +1000
Subject: [rt-users] installation error
In-Reply-To: <3D667285.10033B02@lfc.edu>
Message-ID: <001c01c24ace$1a5d3670$0479000a@hcohq4550>

I'm running Solaris on Intel (SunOS whim 5.8 Generic_108529-14 i86pc
i386 i86pc).


Josh
--
http://josh.id.au/

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Nicholas Ritter
> Sent: Saturday, 24 August 2002 3:36 
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] installation error
> 
> 
> I have the same error:
> 
> Ambiguous call resolved as CORE::time(), qualify as such or 
> use & at usr/local/lib/perl5/site_perl/5.6.1/Exception/Class.pm line
226.
> 
> Although Mason for everything except RT works.
> 
> Are u running RedHat 7.3?
> 
> Nicholas
> 
> Josh Rowe wrote:
> 
> > Hi,
> >
> > I am installing RT for the first time and getting the an error when 
> > testing the dependencies (see below).
> >
> > I installed the HTML::Mason & Apache::Session modules by 
> hand (after 
> > they gave me some trouble).
> >
> > I suspect it's HTML::Mason that's causing the error.
> >
> > root at whim:300 /opt/local/src/rt/rt-2-0-14> uname -a
> > SunOS whim 5.8 Generic_108529-14 i86pc i386 i86pc root at whim:301 
> > /opt/local/src/rt/rt-2-0-14> make testdeps /usr/bin/perl 
> > ./tools/testdeps -warn mysql 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
> > Ambiguous call resolved as CORE::time(), qualify as such or use & at
> > usr/local/lib/perl5/site_perl/5.6.1/Exception/Class.pm line 226.
> > 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::mysql 2.0416 ...found
> >
> > Josh
> > --
> > http://josh.id.au/
> >
> > _______________________________________________
> > 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 ritter at hermes.lfc.edu  Fri Aug 23 15:46:45 2002
From: ritter at hermes.lfc.edu (Nicholas Ritter)
Date: Fri, 23 Aug 2002 14:46:45 -0500
Subject: [rt-users] installation problem part 2
References: <Pine.LNX.4.44.0208231245470.31853-100000@urth.org>
Message-ID: <3D669125.2C7F8C01@lfc.edu>

Ok, I have resolved some errors by manually copying perl modules around
(mainly coping HTML::Mason modules from /usr/lib/perl5/site_perl/5.6.1/HTML
to the RT/lib/ directory,) and by modifying the Perl @INC via apache config
file.

When I got to load the webrt index page, I get a server 500 error in the
browser and the following entry in the httpd error log:

[Fri Aug 23 14:41:34 2002] [error] Undefined subroutine &RT::Mason::handler
called.


Any ideas?

Nicholas



From danielf at supportteam.net  Fri Aug 23 18:07:48 2002
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Fri, 23 Aug 2002 17:07:48 -0500
Subject: [rt-users] Newbie new install can't login as root.
In-Reply-To: <200208231128.08054.danielf@supportteam.net>
References: <000a01c24ab8$80787110$0701a8c0@arknew> <200208231028.38601.danielf@supportteam.net> <200208231128.08054.danielf@supportteam.net>
Message-ID: <200208231707.48572.danielf@supportteam.net>

This is the only error I can find and I have set the password via the command 
line. 


From josh at email.nu  Fri Aug 23 19:43:12 2002
From: josh at email.nu (Josh Rowe)
Date: Sat, 24 Aug 2002 09:43:12 +1000
Subject: [rt-users] installation error
In-Reply-To: <Pine.LNX.4.44.0208231245470.31853-100000@urth.org>
Message-ID: <002001c24afe$d85f2d60$0479000a@hcohq4550>

Thanks Dave,

I upgraded Exception::Class to 1.04 and the dependancy tests all worked
fine.


Josh
--
http://josh.id.au/

root at whim:317 /opt/local/src/rt/rt-2-0-14> make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
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::mysql 2.0416 ...found
root at whim:318 /opt/local/src/rt/rt-2-0-14> 



> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Dave Rolsky
> Sent: Saturday, 24 August 2002 3:49 
> To: Nicholas Ritter
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] installation error
> 
> 
> On Fri, 23 Aug 2002, Nicholas Ritter wrote:
> 
> > I have the same error:
> >
> > Ambiguous call resolved as CORE::time(), qualify as such or 
> use & at 
> > usr/local/lib/perl5/site_perl/5.6.1/Exception/Class.pm line 226.
> 
> Either install the latest Exception::Class (1.05) or 
> downgrade to 1.01. 1.02 has a bug that I fixed in 1.04.
> 
> 
> -dave
> 
> /*==================
> www.urth.org
> we await the New Sun
> ==================*/
> 
> _______________________________________________
> 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 josh at email.nu  Fri Aug 23 20:05:42 2002
From: josh at email.nu (Josh Rowe)
Date: Sat, 24 Aug 2002 10:05:42 +1000
Subject: [rt-users] Can't write to /var/log/rt2/rt.log0: Permission denied
Message-ID: <002201c24b01$fd109c90$0479000a@hcohq4550>

Hi,

I'm up to the "Configure the web interface" step of the Installation
Guide
http://fsck.com/rtfm/article.html?id=2#49

and I'm getting the following error when I hit the web site

error_log:

[Sat Aug 24 09:49:30 2002] [error] Can't write to
'/var/log/rt2/rt.log0': Permission denied at
/usr/local/lib/perl5/site_perl/5.6.1/Log/Dispatch/File.pm line 72.

I have checked the FAQ and did most of what's suggested here:
"Error: Can't write to rt2/log/foo: permissioned denied"
http://fsck.com/rtfm/article.html?id=5#110 but to no avail.

root at whim:247 /var/log> ls -al
total 332824
[snip-snip]
drwxrwxr-x   2 rt       rt           512 Aug 24 09:36 rt2/
[snip-snip]

httpd.conf: 

<VirtualHost *>
DocumentRoot /opt/local/rt2/WebRT/html
ServerName [snip-snip]
CustomLog /opt/www/logs/[snip-snip]/access_log combined
ErrorLog /opt/www/logs/[snip-snip]/error_log
Alias /icons/ /usr/local/apache/icons/
#PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /opt/local/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
User rt
Group rt
</VirtualHost>

I'm running Apache with suexec if that makes any difference.

root at whim:254 /> uname -a
SunOS whim 5.8 Generic_108529-14 i86pc i386 i86pc

Any ideas on how to fix my problem?

Cheers


Josh
--
http://josh.id.au/



From rich+rt at lafferty.ca  Fri Aug 23 20:12:35 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 23 Aug 2002 20:12:35 -0400
Subject: [rt-users] Can't write to /var/log/rt2/rt.log0: Permission denied
In-Reply-To: <002201c24b01$fd109c90$0479000a@hcohq4550>; from josh@email.nu on Sat, Aug 24, 2002 at 10:05:42AM +1000
References: <002201c24b01$fd109c90$0479000a@hcohq4550>
Message-ID: <20020823201235.A5774@lafferty.ca>

On Sat, Aug 24, 2002 at 10:05:42AM +1000, Josh Rowe <josh at email.nu> wrote:
> 
> [Sat Aug 24 09:49:30 2002] [error] Can't write to
> '/var/log/rt2/rt.log0': Permission denied at
> /usr/local/lib/perl5/site_perl/5.6.1/Log/Dispatch/File.pm line 72.
> 
> I have checked the FAQ and did most of what's suggested here:
> "Error: Can't write to rt2/log/foo: permissioned denied"
> http://fsck.com/rtfm/article.html?id=5#110 but to no avail.

While you watch, make the directory world-writeable, and see what 
ownership the files have. THen make the perms allow that.
(Also check to make sure that user can descend past /var/log.)

Be careful not to accidentally leave the directory world-writeable. :-)

Cheers,

  -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 josh at email.nu  Fri Aug 23 20:28:47 2002
From: josh at email.nu (Josh Rowe)
Date: Sat, 24 Aug 2002 10:28:47 +1000
Subject: [rt-users] Can't write to /var/log/rt2/rt.log0: Permission denied
In-Reply-To: <20020823201235.A5774@lafferty.ca>
Message-ID: <002301c24b05$36183130$0479000a@hcohq4550>

Thanks, that did the trick, "nobody" was the culprit in the end:

-rw-------   1 nobody   nobody         0 Aug 24 10:24 rt.log0


Josh
--
http://josh.id.au/

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Rich Lafferty
> Sent: Saturday, 24 August 2002 10:13 
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Can't write to /var/log/rt2/rt.log0: 
> Permission denied
> 
> 
> On Sat, Aug 24, 2002 at 10:05:42AM +1000, Josh Rowe 
> <josh at email.nu> wrote:
> > 
> > [Sat Aug 24 09:49:30 2002] [error] Can't write to
> > '/var/log/rt2/rt.log0': Permission denied at 
> > /usr/local/lib/perl5/site_perl/5.6.1/Log/Dispatch/File.pm line 72.
> > 
> > I have checked the FAQ and did most of what's suggested here:
> > "Error: Can't write to rt2/log/foo: permissioned denied" 
> > http://fsck.com/rtfm/article.html?id=5#110 but to no avail.
> 
> While you watch, make the directory world-writeable, and see what 
> ownership the files have. THen make the perms allow that.
> (Also check to make sure that user can descend past /var/log.)
> 
> Be careful not to accidentally leave the directory 
> world-writeable. :-)
> 
> Cheers,
> 
>   -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 rich+Rt at lafferty.ca  Fri Aug 23 21:34:17 2002
From: rich+Rt at lafferty.ca (Rich Lafferty)
Date: Fri, 23 Aug 2002 21:34:17 -0400
Subject: [rt-users] Can't write to /var/log/rt2/rt.log0: Permission denied
In-Reply-To: <002301c24b05$36183130$0479000a@hcohq4550>; from josh@email.nu on Sat, Aug 24, 2002 at 10:28:47AM +1000
References: <20020823201235.A5774@lafferty.ca> <002301c24b05$36183130$0479000a@hcohq4550>
Message-ID: <20020823213417.B5774@lafferty.ca>

On Sat, Aug 24, 2002 at 10:28:47AM +1000, Josh Rowe <josh at email.nu> wrote:
> Thanks, that did the trick, "nobody" was the culprit in the end:
> 
> -rw-------   1 nobody   nobody         0 Aug 24 10:24 rt.log0

Which is presumably your apache user? Interesting. Here (Linux), 
the files are written apache:rt -- are you sure your handler is 
still setgid rt? Might want to do a 'make fixperms' to make sure.

Cheers,

  -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 mmoorcroft at mail.arc.nasa.gov  Fri Aug 23 22:18:46 2002
From: mmoorcroft at mail.arc.nasa.gov (Mark Moorcroft)
Date: Fri, 23 Aug 2002 19:18:46 -0700
Subject: [rt-users] Mason 1.1x  ??
Message-ID: <p05111a00b98c9970a476@[143.232.134.124]>

Help,

OK, after countless days rebuilding my OSX box I have Perl 5.8, 
mod_perl, PHP and FastCGI playing together. Reinstalling RT I ran 
make fixdeps. The fixdeps process seemed to go smoother than I can 
ever remember. There were a few glitches, but now I find that RT 
won't even display the login page, apparently because of Mason 1.1x. 
There is nothing in the README about it from what I can remember, but 
searching the RT-dev list online it looks like it's a problem. Now 
since this was simply the default CPAN install running fixdeps I'm 
not sure how I would have avoided this. Can anyone tell me the best 
way to "downgrade" Mason? I am trying to install rt-2-1-30 by the way 
on OSX.1.5 wkstn. From the RT Changelog it looks like work has begun 
on Mason 1.1 some time in April. The failure mode is as follows:

error: 	Error during compilation of 
/Volumes/UFS_ELORET/htdocs/rt2/WebRT/html/index.html:
Global symbol "%session" requires explicit package name at 
/Volumes/UFS_ELORET/htdocs/rt2/WebRT/html/index.html line 23. Global 
symbol "%session" requires explicit package name at 
/Volumes/UFS_ELORET/htdocs/rt2/WebRT/html/index.html line 1. Global 
symbol "%session" requires explicit package name at 
/Volumes/UFS_ELORET/htdocs/rt2/WebRT/html/index.html line 15.
context: 
1: 	<& /Elements/Header, Title=>loc("Start page"), Refresh => 
$session{'home_refresh_interval'} &>
2: 	<& /Elements/Tabs, current_toptab => '' &>
3: 	<TABLE BORDER=0 WIDTH=100%>
4: 	<TR VALIGN=TOP>
5: 	<TD WIDTH=70%>
... 
11: 	<TD>
12: 	<& /Elements/Quicksearch &>
13: 	<BR>
14: 	<form method=get action="index.html">
15: 	<& /Elements/Refresh, Name => 'HomeRefreshInterval', Default 
=> $session {'home_refresh_interval'} &>
16: 	<div align=right><input type=submit value="<&|/l&>Go!</&>"></div>
17: 	</form>
18: 	</TD>
19: 	</TR>
20: 	</TABLE>
21: 	<%init>
22: 	if ($ARGS{'HomeRefreshInterval'}) {
23: 	$session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'};
24: 	}
25: 	</%init>
26: 
code stack: 	/usr/local/perl/lib/HTML/Mason/Interp.pm:596
/usr/local/perl/lib/HTML/Mason/Interp.pm:271
/usr/local/perl/lib/HTML/Mason/Request.pm:174
/usr/local/perl/lib/HTML/Mason/Request.pm:138
/usr/local/perl/lib/HTML/Mason/ApacheHandler.pm:59
/usr/local/perl/lib/Class/Container.pm:194
/usr/local/perl/lib/Class/Container.pm:257
/usr/local/perl/lib/HTML/Mason/Interp.pm:170
/usr/local/perl/lib/HTML/Mason/ApacheHandler.pm:777
/usr/local/perl/lib/HTML/Mason/ApacheHandler.pm:713
(eval 31):5
/dev/null:0

-- 



******************************************
Mark Moorcroft
Macintosh Systems Administrator
ELORET Corp.
NASA Ames Research Center
Moffet Field, CA 94035-1000
M/S 234-1
Phone:	650-604-4784
Fax:	650-604-0487
mailto:mmoorcroft at mail.arc.nasa.gov
http://www.eloret.com/

******************************************
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From splatre at virtc.com  Mon Aug 19 14:24:06 2002
From: splatre at virtc.com (Sylvie Platre)
Date: Mon, 19 Aug 2002 14:24:06 -0400
Subject: [rt-users] We love RT but we're looking for more...
Message-ID: <3D6137C6.9C06F015@virtc.com>

We are a software engineering company and we have multiple software
products for modeling and simulation developers. Our IS department is
using RT to track all internal requests for setup, equipment,
troubleshooting, etc.. and it is working very well for us and has been
for a couple of years now.

However, we now need to implement a helpdesk to support our products,
and RT is lacking a few features that we really need for supporting our
clients, specifically, a searchable knowledge base and a configurable
system of escalations. Here is a short description of the system, in the
hopes that one of you may have come across a product that could help us
implement it.

This web-based helpdesk is a system to track all requests for product
support while developing a knowledge base of the solutions that are
developed. We have implemented similar systems previously for various
clients but using commercial software that is cost prohibitive for our
own use. So we are looking for open source solutions that could help us
implement such a system.

We have 3 main tables: CASES, SOLUTIONS, and CHANGE REQUESTS.
A CASE can be associated with only one SOLUTION. A SOLUTION can be
associated with many CASES. A SOLUTION can be associated with zero or
one CHANGE REQUEST.

A user (Requester) submits a CASE. A member of the Dispatch Group
(Dispatcher) assigns the CASE to a member of the Support Group
(Assignee). The Assignee works with the Requester (through emails that
are logged in that CASE?s record) to define a SOLUTION. The SOLUTION may
be an existing SOLUTION that the Assignee first proposes for and then
associates with that CASE or it may be a new SOLUTION that the Assignee
creates. Any new SOLUTION must be approved by a member of the Management
Group (Manager) before it becomes public. A public SOLUTION is included
in the knowledge base that can be searched by a user in an attempt to
resolve his problem without submitting a CASE.

A SOLUTION that requires a fix/change in the software is associated with
a CHANGE REQUEST. The CHANGE REQUEST is submitted by the Assignee and
the Manager assigns the CHANGE REQUEST to a member of the Development
Group (Developer). The Developer makes the necessary changes. Upon
release, the SOLUTION is updated and all Requesters for CASES associated
with that SOLUTION are notified of the new release.

If you know of any open source software that could help us implement
this system, please let me know. Any help and/or suggestions is
appreciated.

Thank you,
Sylvie Platre
Systems Engineer
Virtual Technology Corporation




From jgedeon at qualcomm.com  Tue Aug 20 15:43:05 2002
From: jgedeon at qualcomm.com (John Gedeon)
Date: Tue, 20 Aug 2002 12:43:05 -0700 (PDT)
Subject: [rt-users] Does RT require apache?
Message-ID: <200208201943.g7KJh5ZA022375@mail1.qualcomm.com>

I am researching the feasability of having my department use RT. We are not running the apache web server (I'm not sure why) but I believe we are using the netscape web server. I was wondering if RT can be configured to use the Netscape web ser?
if not please let me know.
Thanks
John Gedeon



From hays at osogrande.com  Wed Aug 21 12:13:13 2002
From: hays at osogrande.com (Larry Hays, Internet Operations)
Date: Wed, 21 Aug 2002 10:13:13 -0600 (MDT)
Subject: [rt-users] Add field (for acct#)
In-Reply-To: <20020819123904.R27155@nigel.wjp.net>
Message-ID: <Pine.LNX.4.44.0208211008090.811-100000@localhost.localdomain>

Hi all:

Love RT, and I've been messing with keywords, and they are great for 
adding a field with a limited, predefined set of options.  Now I find 
myself wanting to add a field that doesn't have predefined options, and 
being able to search on it.  Specifically, I'd like to add an account 
number field, as many email addresses in our universe are part of a single 
account, and it's useful to be able to relate back and forth.  

I suppose we could add every potential account number as a keyword, but
that seems less clean than even a "free text" field.  Is there a
capability I'm missing or some contributed code that might help?

Many thanks,

Larry




From GHorsington at flow.com.au  Wed Aug 21 21:57:26 2002
From: GHorsington at flow.com.au (Glen Horsington)
Date: Thu, 22 Aug 2002 11:57:26 +1000
Subject: [rt-users] Uninstallation of RT2
Message-ID: <A712BEA1B3AED3118EA1009027DCEBF601DAE78C@FLOW01>

Hi all,

Trying to do something that I thought would be fairly basic: remove RT from
a production server (yes, yes me bad).
I ran the make on a production environment, it has slowed the server down to
no end (running qmail, and ldap amongst other things).
I have read though the rtfm and ran a few searches in the lists, but to no
avail, nothing on how to remove it.
I'm relativly lame with linux/perl so I may need a starters kit too...

Thanks

---
Glen Horsington
Hosting & Special Projects Support Engineer
FLOW Communications Pty Ltd
Level 3, 541 Kent Street
SYDNEY NSW 2000
General Phone:	+61 2 9263 5000
Fax:			+61 2 9263 5050
Email:		GHorsington at flow.com.au
Web:			http://www.flow.com.au/



From autrijus at autrijus.org  Fri Aug 23 22:49:58 2002
From: autrijus at autrijus.org (Autrijus Tang)
Date: Sat, 24 Aug 2002 10:49:58 +0800
Subject: [rt-users] Mason 1.1x  ??
In-Reply-To: <p05111a00b98c9970a476@[143.232.134.124]>
References: <p05111a00b98c9970a476@[143.232.134.124]>
Message-ID: <20020824024958.GA318@not.autrijus.org>

On Fri, Aug 23, 2002 at 07:18:46PM -0700, Mark Moorcroft wrote:
> OK, after countless days rebuilding my OSX box I have Perl 5.8, 
> mod_perl, PHP and FastCGI playing together. Reinstalling RT I ran 
> make fixdeps. The fixdeps process seemed to go smoother than I can 
> ever remember. There were a few glitches, but now I find that RT 
> won't even display the login page, apparently because of Mason 1.1x. 
> There is nothing in the README about it from what I can remember, but 
> searching the RT-dev list online it looks like it's a problem. Now 
> since this was simply the default CPAN install running fixdeps I'm 
> not sure how I would have avoided this. Can anyone tell me the best 
> way to "downgrade" Mason?

The 1.1201 (or 1.1202, or 1.13) line of Mason is probably saner than
old versions, so you wouldn't neccessarily want to downgrade.

Please try applying the attached patch, assuming you're using
mason_handler.fcgi.

Thanks,
/Autrijus/

--- mason_handler.fcgi  Fri Aug  9 06:37:18 2002
+++ mason_handler.fcgi.new      Sat Aug 24 10:48:23 2002
@@ -36,6 +36,7 @@
 {
 
     package HTML::Mason::Commands;
+    use vars qw(%session);
 
     use RT::Tickets;
     use RT::Transactions;

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From wash at wananchi.biz  Sat Aug 24 05:45:56 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Sat, 24 Aug 2002 12:45:56 +0300
Subject: [rt-users] Uninstallation of RT2
In-Reply-To: <A712BEA1B3AED3118EA1009027DCEBF601DAE78C@FLOW01>
References: <A712BEA1B3AED3118EA1009027DCEBF601DAE78C@FLOW01>
Message-ID: <20020824094556.GJ75474@ns2.wananchi.com>

* Glen Horsington <GHorsington at flow.com.au> [20020824 08:12]: wrote:
> Hi all,
> 
> Trying to do something that I thought would be fairly basic: remove RT from
> a production server (yes, yes me bad).
> I ran the make on a production environment, it has slowed the server down to
> no end (running qmail, and ldap amongst other things).
> I have read though the rtfm and ran a few searches in the lists, but to no
> avail, nothing on how to remove it.
> I'm relativly lame with linux/perl so I may need a starters kit too...


I believe your problem is elsewhere. What does `top` give for the loads when
the server is slow?

Anyway to answer your question directly, simply do this:


1. Edit httpd.conf and remove rt entries. Restart apache. I mean stop/start.
2. Login to mysql and do `drop database rt2` or whetever name you gave it
3. cd /path/to/rt2
   rm -rf rt2

If you gave more details about your problem, I'm sure you could get help
towards resolving it, not backing out!

rgds


-Wash

-- 
Odhiambo Washington   <wash at wananchi.com>  "The box said 'Requires
Wananchi Online Ltd.  www.wananchi.com      Windows 95, NT, or better,'
Tel: +254 2 313985-9  +254 2 313922         so I installed FreeBSD."   
GSM: +254 72 743223   +254 733 744121       This sig is McQ!  :-)


You too can wear a nose mitten.


From wash at wananchi.biz  Sat Aug 24 05:49:49 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Sat, 24 Aug 2002 12:49:49 +0300
Subject: [rt-users] Does RT require apache?
In-Reply-To: <200208201943.g7KJh5ZA022375@mail1.qualcomm.com>
References: <200208201943.g7KJh5ZA022375@mail1.qualcomm.com>
Message-ID: <20020824094949.GK75474@ns2.wananchi.com>

* John Gedeon <jgedeon at qualcomm.com> [20020824 08:10]: wrote:
> I am researching the feasability of having my department use RT.
> We are not running the apache web server (I'm not sure why) but
> I believe we are using the netscape web server. I was wondering
> if RT can be configured to use the Netscape web server?
> if not please let me know.


Hi John,

A good RT Bible is found at http://fsck.com/rtfm/article.html?id=1#1

Read that and make a decision.



        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  Sat Aug 24 05:52:03 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Sat, 24 Aug 2002 12:52:03 +0300
Subject: [rt-users] We love RT but we're looking for more...
In-Reply-To: <3D6137C6.9C06F015@virtc.com>
References: <3D6137C6.9C06F015@virtc.com>
Message-ID: <20020824095203.GL75474@ns2.wananchi.com>

* Sylvie Platre <splatre at virtc.com> [20020824 08:10]: wrote:
> We are a software engineering company and we have multiple software
> products for modeling and simulation developers. Our IS department is
> using RT to track all internal requests for setup, equipment,
> troubleshooting, etc.. and it is working very well for us and has been
> for a couple of years now.
> 
> However, we now need to implement a helpdesk to support our products,
> and RT is lacking a few features that we really need for supporting our
> clients, specifically, a searchable knowledge base and a configurable
> system of escalations. Here is a short description of the system, in the
> hopes that one of you may have come across a product that could help us
> implement it.


Hi Sylvie Platre,

If you talk to Jesse Vincent and get to sign a contract with him, you will
for sure get a solution.

Make it worth his time and see.



        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 josh at email.nu  Sat Aug 24 09:06:45 2002
From: josh at email.nu (Josh Rowe)
Date: Sat, 24 Aug 2002 23:06:45 +1000
Subject: [rt-users] php & mod_perl = seg faults?
Message-ID: <004701c24b6f$19561480$0479000a@hcohq4550>

Hi,

My RT2 install is working fine now.

However, I've been trying to add PHP into my apache install, but when I
do it segfaults.

Is this a mod_perl / PHP incompatibility thing?

with "LoadModule php4_module        libexec/libphp4.so"

error_log:

[Sat Aug 24 22:55:31 2002] [notice] Apache/1.3.22 (Unix) mod_ssl/2.8.5
OpenSSL/0.9.6c PHP/4.3.0-dev mod_perl/1.26 configured -- resuming normal
operations
[Sat Aug 24 22:55:31 2002] [notice] suEXEC mechanism enabled (wrapper:
/usr/local/apache/bin/suexec)
[Sat Aug 24 22:55:31 2002] [notice] Accept mutex: fcntl (Default: fcntl)
[Sat Aug 24 22:55:43 2002] [notice] child pid 24047 exit signal
Segmentation Fault (11)
[Sat Aug 24 22:55:43 2002] [notice] child pid 24046 exit signal
Segmentation Fault (11)
[Sat Aug 24 22:56:24 2002] [notice] caught SIGTERM, shutting down
[Sat Aug 24 22:56:31 2002] [notice] Apache/1.3.22 (Unix) mod_ssl/2.8.5
OpenSSL/0.9.6c mod_perl/1.26 configured -- resuming normal operations
[Sat Aug 24 22:56:31 2002] [notice] suEXEC mechanism enabled (wrapper:
/usr/local/apache/bin/suexec)
[Sat Aug 24 22:56:31 2002] [notice] Accept mutex: fcntl (Default: fcntl)

without "LoadModule php4_module        libexec/libphp4.so"

error_log:

[Sat Aug 24 23:03:39 2002] [notice] caught SIGTERM, shutting down
[Sat Aug 24 23:03:45 2002] [notice] Apache/1.3.22 (Unix) mod_ssl/2.8.5
OpenSSL/0.9.6c mod_perl/1.26 configured -- resuming normal operations
[Sat Aug 24 23:03:45 2002] [notice] suEXEC mechanism enabled (wrapper:
/usr/local/apache/bin/suexec)
[Sat Aug 24 23:03:45 2002] [notice] Accept mutex: fcntl (Default: fcntl)


Josh
--
http://josh.id.au/



From bruce_campbell at ripe.net  Sat Aug 24 11:36:32 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 24 Aug 2002 17:36:32 +0200 (CEST)
Subject: [rt-users] Newbie new install can't login as root.
In-Reply-To: <200208231707.48572.danielf@supportteam.net>
Message-ID: <Pine.LNX.4.44.0208241723540.21305-100000@x22.ripe.net>

[ email reformatted at no extra charge ]

On Fri, 23 Aug 2002, Daniel F. Chief Security Engineer - wrote:

> On Friday 23 August 2002 11:28, Daniel F. Chief Security Engineer - wrote:
> > On Friday 23 August 2002 10:28, Daniel F. Chief Security Engineer - wrote:
> > > On Friday 23 August 2002 10:19, Ayan R. Kayal wrote privately:
> > > > > From: rt-users-admin at lists.fsck.com
> > > > > [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Daniel F.
> > > > > Chief Security Engineer -
> > > > >
> > > > > I'm not getting a denied message it just returns to the login
> > > > > prompt. This is
> > > > > from the web UI I even double checked the password by
> > > > > changing it on the
> > > > > command line which works fine.
> > > > >
> > > > > New install with apache 1.3, rt 2.0.14, mysql 2.23.51

> > > > > Ambiguous call resolved as CORE::time(), qualify as such or use & at
> > > > > /usr/lib/perl5/site_perl/Exception/Class.pm line 226.

Somene else (Josh Rowe) mentioned that a particular version of
Exception::Class may be causing errors, and upgrading it might be a Good
Thing;

: I upgraded Exception::Class to 1.04 and the dependancy tests all worked
: fine.

> > > > > TIA for any help.
> > > > For some reason Apache::DBI isn't on the list. Do you have that?
> > > > Although maybe Apache wouldn't start if it wasn't there, not sure.
> > > >
> > > yes I did instal Apache::DBI it would not start with out it. So I just
> > > did a perl -MCPAN -e 'install Apache::DBI' for it.

Note that whenever you (re)install perl libraries related to RT, you will
need to fully stop and then start apache.  Although this may not be your
problem, doing this (to get around any perl library caching that
apache/mod_perl is doing) does make things a lot easier.

> > okay I have a change here. I messed around with some of the file perms and
> > now I get an error on the web UI that I have the wrong user name or
> > password for the root user. I tried password as the pass even though I
> > changed it on the command line like the manule suggests.
>
> This is the only error I can find and I have set the password via the command
> line.
>
> >From the apache access_log
> xxx.xxx.xxx.xxx - - [23/Aug/2002:17:08:00 -0500] "POST / HTTP/1.1" 200 3145
> xxx.xxx.xxx.xxx - - [23/Aug/2002:17:08:00 -0500] "GET /NoAuth/webrt.css
> HTTP/1.1" 200 1533

The above indicates a successful transfer (200) of the login screen (/)
and the style sheet (webrt.css), and doesn't immediately say 'weird
permissions problem'.  I suspect that your problem may actually lie in
your web browser.  Both Mozilla 0.97 and Opera have 'issues' with RT
(mainly due to caching) documented in RT/FM (http://www.fsck.com/rtfm/).

> Is there some kind of weird premissions problem.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security







From bruce_campbell at ripe.net  Sat Aug 24 11:38:46 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 24 Aug 2002 17:38:46 +0200 (CEST)
Subject: [rt-users] php & mod_perl = seg faults?
In-Reply-To: <004701c24b6f$19561480$0479000a@hcohq4550>
Message-ID: <Pine.LNX.4.44.0208241736541.21305-100000@x22.ripe.net>

On Sat, 24 Aug 2002, Josh Rowe wrote:

> However, I've been trying to add PHP into my apache install, but when I
> do it segfaults.
>
> Is this a mod_perl / PHP incompatibility thing?

I suspect that it is, and to avoid pain would suggest that you run your RT
apache on a seperate port, and mod_proxy to present a seamless interface
to RT on your main Apache.  Or use mod_php + fastcgi.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From josh at email.nu  Sun Aug 25 10:28:57 2002
From: josh at email.nu (Josh Rowe)
Date: Mon, 26 Aug 2002 00:28:57 +1000
Subject: [rt-users] php & mod_perl = seg faults?
In-Reply-To: <Pine.LNX.4.44.0208241736541.21305-100000@x22.ripe.net>
Message-ID: <005f01c24c43$bfe74600$0479000a@hcohq4550>

Thanks Bruce,

Running RT on a separate port & apache conf did the trick.

Now I'm off to http://fsck.com/rtfm/ to work out how to use it.

Cheers


Josh
--
http://josh.id.au/

> -----Original Message-----
> From: Bruce Campbell
> Sent: Sunday, 25 August 2002 1:39 
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] php & mod_perl = seg faults?
> 
> 
> On Sat, 24 Aug 2002, Josh Rowe wrote:
> 
> > However, I've been trying to add PHP into my apache install, but
when I do it segfaults.
> >
> > Is this a mod_perl / PHP incompatibility thing?
> 
> I suspect that it is, and to avoid pain would suggest that 
> you run your RT apache on a seperate port, and mod_proxy to 
> present a seamless interface to RT on your main Apache.  Or 
> use mod_php + fastcgi.
 



From ayan.kayal at yale.edu  Sun Aug 25 12:02:06 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Sun, 25 Aug 2002 12:02:06 -0400
Subject: [rt-users] php & mod_perl = seg faults?
In-Reply-To: <005f01c24c43$bfe74600$0479000a@hcohq4550>
Message-ID: <000001c24c50$c3592850$8ff38482@arknew>

Changes are that it's more a mod_perl thing, than a mod_perl/PHP thing.
mod_perl makes Apache segfault like crazy if you run it as a DSO, I
believe.

Nonetheless, a good mantra might be, "when in doubt, run RT on a
separate port." :) Using mod_proxy works, but it is more resource
intensive than setting a simple Redirect in httpd.conf.

O-                        ~ARK

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Josh Rowe
> Sent: Sunday, August 25, 2002 10:29 AM
> 
> Thanks Bruce,
> 
> Running RT on a separate port & apache conf did the trick.
> 
> Now I'm off to http://fsck.com/rtfm/ to work out how to use it.
> 
> Cheers
> 
> 
> Josh
> --
> http://josh.id.au/
> 
> > -----Original Message-----
> > From: Bruce Campbell
> > Sent: Sunday, 25 August 2002 1:39
> > To: rt-users at lists.fsck.com
> > Subject: Re: [rt-users] php & mod_perl = seg faults?
> > 
> > 
> > On Sat, 24 Aug 2002, Josh Rowe wrote:
> > 
> > > However, I've been trying to add PHP into my apache install, but
> when I do it segfaults.
> > >
> > > Is this a mod_perl / PHP incompatibility thing?
> > 
> > I suspect that it is, and to avoid pain would suggest that
> > you run your RT apache on a seperate port, and mod_proxy to 
> > present a seamless interface to RT on your main Apache.  Or 
> > use mod_php + fastcgi.



From rt-id-45 at lists.lorens.org  Sun Aug 25 17:11:39 2002
From: rt-id-45 at lists.lorens.org (Lorens Kockum)
Date: Sun, 25 Aug 2002 23:11:39 +0200
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <Pine.LNX.4.44.0208201643100.25427-100000@hades.leizaola.com>; from maren@leizaola.com on Tue, Aug 20, 2002 at 04:44:31PM +0800
References: <20020820162357.GA9890@petdance.com> <Pine.LNX.4.44.0208201643100.25427-100000@hades.leizaola.com>
Message-ID: <20020825231139.A10593@apex.lorens.com>

On Tue, Aug 20, 2002 at 04:44:31PM +0800, Maren S. Leizaola wrote:
> > So why aren't you using RT1?
> 
> No support for MIME attachments

Installed stripmime, hacked at it for a few hours to obtain
links to the attachments inline (not quite perfect solution but
good enough).

> not being able to display chinese Big5/GB Code e-mail.

Doesn't sound too difficult; wouldn't it be just attaching a
content-type header in appropriate cases?

My only beef with RT1 speed is plaintext search over the whole
database, but I'll be eliminating the need for the search soon,
so I won't have to think about interfacing with an external
indexing search engine.

-- 
#include <std_disclaim.h>                          Lorens Kockum


From autrijus at autrijus.org  Mon Aug 26 00:41:48 2002
From: autrijus at autrijus.org (Autrijus Tang)
Date: Mon, 26 Aug 2002 12:41:48 +0800
Subject: [rt-users] RT2 Speed/performance problems.
In-Reply-To: <20020825231139.A10593@apex.lorens.com>
References: <20020820162357.GA9890@petdance.com> <Pine.LNX.4.44.0208201643100.25427-100000@hades.leizaola.com> <20020825231139.A10593@apex.lorens.com>
Message-ID: <20020826044147.GA426@not.autrijus.org>

On Sun, Aug 25, 2002 at 11:11:39PM +0200, Lorens Kockum wrote:
> > not being able to display chinese Big5/GB Code e-mail.
> Doesn't sound too difficult; wouldn't it be just attaching a
> content-type header in appropriate cases?

I have been hacking Big5 RT for quite a while; the trick is
simply go get perl 5.8, apply Encode::Guess (or if you're sure
about the encoding, just using the appropriate encoding),
and do a Encode::decode() on each chunk of email.

If you want to be fancy, you could even

    binmode ':encoding(big5)', $mailfh;

> My only beef with RT1 speed is plaintext search over the whole
> database, but I'll be eliminating the need for the search soon,
> so I won't have to think about interfacing with an external
> indexing search engine.

We're also planning to hook RT with a Chinese-aware search engine
(OurNet::FuzzyIndex); the process looks straightforward.

Thanks,
/Autrijus/
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From rehan at nha.co.za  Mon Aug 26 03:48:18 2002
From: rehan at nha.co.za (Rehan van der Merwe)
Date: Mon, 26 Aug 2002 09:48:18 +0200
Subject: [rt-users] Sorting order
Message-ID: <FD2EC577E876CA418D08460A64646FBD01732289@titan.nha.co.za>

I have had a strange occurrence:

I did a new search for new & open tickets in a queue with the ordering left on the default "id - ascending".
I found that the order was not consistent and some tickets were not there.  I was unable though to simulate the occurrence again, so I cannot say exactly what I did, though I am sure I did a standard search and judging from the search criteria and the results page itself (apart from the actual results), it seemed correct and normal.

Has anyone had the same problem?  Or did an unidentified user error creep in?

Regards,

Rehan van der Merwe
Neil Harvey & Associates (Pty) Ltd
http://www.nha.co.za
rehan at nha.co.za
Tel:  +27 21 9504424
Fax: +27 21 9505424



From hwagener at hamburg.fcb.com  Mon Aug 26 10:21:18 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 26 Aug 2002 10:21:18 -0400
Subject: [rt-users] Installing Apache::GD::Graph...
References: <JBEDKKNFEHFMLEDGHNFOKEIACAAA.harrison@palisadesys.com>
Message-ID: <3D6A395E.3020007@hamburg.fcb.com>

James L. Harrison wrote:
> 
> -----Original Message-----
> From: James L. Harrison [mailto:harrison at palisadesys.com]
> Sent: Thursday, August 22, 2002 1:02 PM
> To: Simon Cozens
> Subject: RE: [rt-users] Installing Apache::GD::Graph...
> 
> 
> Simon,
> 
> I did extensive web searching and didn't find *any* information to help me.
> I thought that maybe someone on this list had seen the same problem.
> 
> Additionally, I don't believe that I addressed this message to you... Or the
> RT developers specifically... Rather to a list of RT users... Some of whom
> may have had experience with Apache::GD::Graph and be willing to help.
> 
> You wasted your own time by flaming me... You could have either kept quiet,
> or given your expertise.
> 
> BTW, I like what I am seeing out of our stats package... Nice work!
> 
> Jamie

As 'official mainatainer' of the statistics package, I would recommend 
trying out a 'force install' on the breaking packages, just o get it 
working. chances are it will break a lot of stuff nonetheless, but it 
basically worked out for me.

Regards,
	Harald

PS: Yes, I am working a bit on the statistics package, but it is nothing to 
be released yet. No, I don't know anything about the GD stuff, which is 
complicating matters.


-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From hwagener at hamburg.fcb.com  Mon Aug 26 10:24:56 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 26 Aug 2002 10:24:56 -0400
Subject: [rt-users] Areas in a queue
References: <1030120530.1937.172.camel@mlopes>
Message-ID: <3D6A3A38.4070206@hamburg.fcb.com>

Mariana Martins Lopes wrote:
> Hello!
> I read several references to RT's capability of creating areas in a
> queue and I htink it would be very usefull, for me. But I can't figure
> how to do it:-(
> Is it still possible in the most recent RT's version? 
> If yes, could you explain me how can I do it?
> Thanks in advance,
> 	Mariana Lopes
> 
> 
> 

You would do this by defining keywords first and then keyword selects for 
the relevant queue.

H.

-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From timwese at voicenet.com  Mon Aug 26 13:01:01 2002
From: timwese at voicenet.com (timuel)
Date: Mon, 26 Aug 2002 13:01:01 -0400
Subject: [rt-users] where is my message content?
Message-ID: <01ff01c24d22$30ed9aa0$de0167cf@voicenet.com>

Hey...

I`ve been given the task (from up above...) to write a script that regularly
fetches tickets/emails out of a certain queue, forward them to a non-RT address,
and mark the ticket as resolved with a note saying that it`s been forwarded
appropriately.

So far I`m fine with an external DBI/DBD::MySQL perl script that grabs the
ticket number of any new or open ticket in a given queue. I now need to reliably
grab the message headers and content out of the RT database. Honestly, I like RT
alot but I the database looks a bit messy _to_me_. The most unique columns that
I could find to join "Ticket" and "Attachments" on (so that I can grab the
attachments.headers and attachments.content with only the ticket number) are the
"Subject" and "Created" columns which is very very inefficient. The basic idea
is kinda like this:

$ticketid = "select ID from Tickets where Queue = 'whatever' and (status = 'new'
|| status = 'open');";
$email = "select Headers,Content from Tickets,Attachments where Tickets.Subject
= Attachments.Subject and Tickets.Created = Attachments.Created and Tickets.id =
'$ticketid';";

Can anyone think of a better way to do this? Grab an new/open ticket out of a
particular queue, mark it resolved and forward along the attachments.headers and
attachment.content? Also, i`ve noticed a few instances where the message body
isn`t in attachments.content, would somebody please enlighten me as to where my
ticket content is and exactly how everything is tied together so that RT can
display everything so impeccably yet I can`t get this seemingly simple script to
function correctly?

As always, any insight at all would be greatly appreciated.

Thank You.

--
timuel



From iqbala at qwestip.net  Mon Aug 26 16:05:33 2002
From: iqbala at qwestip.net (Asif Iqbal)
Date: Mon, 26 Aug 2002 16:05:33 -0400
Subject: [rt-users] Bcc does not work
References: <005f01c24c43$bfe74600$0479000a@hcohq4550>
Message-ID: <001401c24d3b$efb4d4d0$a6002fd0@AR140239>

Hi All

Is there a scrip Action NotifyRequestorsAndCcsAndBccs ?

I like to send email to Bcc
Thanks



From bruce_campbell at ripe.net  Mon Aug 26 16:30:53 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 26 Aug 2002 22:30:53 +0200 (CEST)
Subject: [rt-users] where is my message content?
In-Reply-To: <01ff01c24d22$30ed9aa0$de0167cf@voicenet.com>
Message-ID: <Pine.LNX.4.44.0208262207340.9095-100000@x22.ripe.net>

On Mon, 26 Aug 2002, timuel wrote:

> I`ve been given the task (from up above...) to write a script that regularly
> fetches tickets/emails out of a certain queue, forward them to a non-RT address,
> and mark the ticket as resolved with a note saying that it`s been forwarded
> appropriately.
>
> $ticketid = "select ID from Tickets where Queue = 'whatever' and (status = 'new'
> || status = 'open');";
> $email = "select Headers,Content from Tickets,Attachments where Tickets.Subject
> = Attachments.Subject and Tickets.Created = Attachments.Created and Tickets.id =
> '$ticketid';";

'ugh'.

Why not use the public interfaces in RT::Ticket to simply do:

	my $tickets = RT::Tickets->new( $RT::CurrentUser );
	$tickets->UnLimit;
	# Lets pretend we only want 'new' tickets.
	$tickets->LimitStatus( VALUE => 'new',
				OPERATOR => '=', );

	# In queue 'smaland'
	$tickets->LimitQueue( VALUE => 'smaland',
				OPERATOR => '=', );

	# That haven't been picked up for ages.
	my $tmpdate = RT::Date->new( $RT::CurrentUser );
	# Not sure if RT::Date will parse this.
	$tmpdate->Set( Format => 'Unknown', Value => '5 hours ago' );
	$tickets->LimitCreated( VALUE => $tmpdate->ISO,
				OPERATOR => '>=' );

	# Lets go and see what we've got.
	while( my $ticket = $tickets->Next ){
		my $headers = $ticket->Transactions->First->Message->Headers();

		# start generating message
		while( my $attachment = $ticket->Transactions->Next ){
			# attach stuff to the message
		}

		# send the message to the other address.

		# resolve the ticket.
		$ticket->Resolve();

		# remember to tell the original parent^Wrequestor that
		# their child^Wticket has been shifted elsewhere, although
		# I'd do a Scrip for this.

	}

( Note, this is untested. )

Or, you could bundle this in a thing for Escalator.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From mwatson at netspace.net.au  Mon Aug 26 22:11:13 2002
From: mwatson at netspace.net.au (Matthew Watson)
Date: Tue, 27 Aug 2002 12:11:13 +1000
Subject: [rt-users] RT2 and oracle?
Message-ID: <FCEEINDILJOBHBHAPOJPCEMKDLAA.mwatson@netspace.net.au>

Hi,

 Whats the current status of RT2 and oracle? I'd like to try and get it
going on oracle as I'm having mega problems with table locks in mysql?

Regards
----------------------------------------------
Matthew Watson
Development, Netspace Online Systems
mwatson at netspace.net.au
---
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From Jake.Skinner at gribbles.com.au  Tue Aug 27 01:21:58 2002
From: Jake.Skinner at gribbles.com.au (Jake Skinner)
Date: Tue, 27 Aug 2002 14:51:58 +0930
Subject: [rt-users] Troubles with mailgate!
Message-ID: <03a901c24d89$aa8b0110$c76237cb@adeit708>

Error msg that is returned in the bounce mail is:

Can't locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
/usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1
/usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl .) at /opt/rt2/lib/RT/Interface/Email.pm line 107.
BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Email.pm line
107.
Compilation failed in require at /etc/smrsh/rt-mailgate line 30.
BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 30.
554 5.3.0 "|/etc/smrsh/rt-mailgate --queue general --action correspond"...
unknown mailer error 2

config.pm is in /opt/rt2/etc


thanks for any help

jake


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From benb at theriver.com  Tue Aug 27 03:08:51 2002
From: benb at theriver.com (Ben Browning)
Date: Tue, 27 Aug 2002 00:08:51 -0700
Subject: [rt-users] RT2 MySQL DB pruning?
Message-ID: <5.1.0.14.2.20020826235830.01db8a18@mail.oz.net>

[ben at requests mysql]$ du -h rt2
3.3G    rt2

Hrrrm.

Anyone have any experience with thinning down the database? It is getting 
rather unwieldy.

I know that slicing tickets out entirely is a no-no, but I was thinking 
that a good way to do it would be to replace all "Hi I am a body" and "Hi I 
am an attachment" fields on Dead tickets with "". Anyone have experience 
with this? I am non-SQL savvy.

TIA!

~Ben
---
    Ben Browning <benb at theriver.com>
       The River Internet Access Co.
              Network Operations
1-877-88-RIVER  http://www.theriver.com



From rt at netthink.co.uk  Tue Aug 27 04:06:27 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Tue, 27 Aug 2002 09:06:27 +0100
Subject: [rt-users] RT2 MySQL DB pruning?
In-Reply-To: <5.1.0.14.2.20020826235830.01db8a18@mail.oz.net>
References: <5.1.0.14.2.20020826235830.01db8a18@mail.oz.net>
Message-ID: <20020827080627.GA25504@netthink.co.uk>

Ben Browning:
> Anyone have any experience with thinning down the database? It is getting 
> rather unwieldy.

A few days ago, I posted a modified version of a script to remove dead tickets
from the database; have a look back in the mailing list archives.

-- 
<yrlnry> I think the real problem here is that he is a university CS
professor and therefore knows very little about programming in the real
world, in any languge.


From bruce_campbell at ripe.net  Tue Aug 27 04:36:07 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 27 Aug 2002 10:36:07 +0200 (CEST)
Subject: [rt-users] Troubles with mailgate!
In-Reply-To: <03a901c24d89$aa8b0110$c76237cb@adeit708>
Message-ID: <Pine.LNX.4.44.0208271034520.25682-100000@x22.ripe.net>

On Tue, 27 Aug 2002, Jake Skinner wrote:

> Error msg that is returned in the bounce mail is:
>
> Can't locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
               ^^^^^^^^^                         ^^^^^^^^^^^^

Check permissions of both the file and the directory to ensure that the
user running rt-mailgate is able to access config.pm .

> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From JoopvandeWege at mococo.nl  Tue Aug 27 06:10:18 2002
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Tue, 27 Aug 2002 12:10:18 +0200
Subject: [rt-users] RT2 and oracle?
In-Reply-To: <20020827052501.29266.59002.Mailman@pallas.eruditorum.org>
References: <20020827052501.29266.59002.Mailman@pallas.eruditorum.org>
Message-ID: <20020827114019.888D.JOOPVANDEWEGE@mococo.nl>

> From: "Matthew Watson" <mwatson at netspace.net.au>
> To: <rt-users at lists.fsck.com>
> Date: Tue, 27 Aug 2002 12:11:13 +1000
> Subject: [rt-users] RT2 and oracle?
> 
> Hi,
> 
>  Whats the current status of RT2 and oracle? I'd like to try and get it
> going on oracle as I'm having mega problems with table locks in mysql?
> 
> Regards
> ----------------------------------------------
> Matthew Watson
> Development, Netspace Online Systems
> mwatson at netspace.net.au
I have RT2 (2.0.13) working against Oracle 8.1.7 ,albeit the 32bit
version. The 64bit version didn't work because I got errors during the
compilation of DBD::Oracle. It should be possible but I just don't have
the time to sort things out. Will do that because I want to setup a test
environment for RT2 so that I can play around with scrips and user
rights etc.

Changes I did sofar are:
- got rid of the LIMIT keyword in SearchBuilder. Oracle doesn't have it
and I don't need it. It is possible to construct something like LIMIT
but I suspect it will be quite db resource intensive.
- I'm using CLOBS at the moment where TEXT is used in mysql.
  (problem is that binary attachments don't work. Need that test
  environment to check out BLOB's instead of CLOB's)
- did something about the LEFT JOIN construction of SearchBuilder,
Oracle uses a different syntax so I rewrite the query after it is made
with SearchBuilder so it conforms to Oracle specs. It isn't pretty but
it works.
- include a couple of Perl statements in config.pm to get ORACLE_HOME
back into the user which runs RT.

Thats about it, I think.

Sofar this has work great for our organisation which supports about a
dozen companies, mainly Oracle installations using our own application
and supporting their networks and computers.

Joop



From wash at wananchi.biz  Tue Aug 27 08:52:16 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Tue, 27 Aug 2002 15:52:16 +0300
Subject: [rt-users] Uninstalling ScripsActions
In-Reply-To: <3D6A3808.4010006@hamburg.fcb.com>
References: <20020821143807.GV84275@ns2.wananchi.com> <3D6A3808.4010006@hamburg.fcb.com>
Message-ID: <20020827125216.GE31393@ns2.wananchi.com>

* Harald Wagener <hwagener at hamburg.fcb.com> [20020826 11:21]: wrote:
> Odhiambo Washington wrote:
> >Hi,
> >
> >I have just two questions for the week ;-)
> >
> >1. Other than using a long sql query (maybe), is there an easy/cleaner way 
> >to uninstall
> >   Scripactions?
> >
> >2. Does someone have a good HOWTO on "Escalator" script installation?
> >   I've read the thing but it doesn't quite get in, and I've done that
> >   more than 10 times!
> >
> >Thanks
> >
> >
> >        cheers
> >       - wash 
> 
> The escalator is not a scrip action thing like the other stuff. Basic 
> escalation functionality is already part of RT, but RT itself is not able 
> to do things on a scheduled basis. So, You have to call the escalator 
> script on a daily base using Your favorite cron daemon.

Hello Harald,


That explanation was quite helpful. I'd been wondering all along why an external
method had to be used.
However, one question still remains in my mind: How can the escalator help me
apart from showing that the priority has been changed on th web UI? I was thinking
in the lines of (say) in a situation where priority begins at 0, and with time
moves towards 10 over 10 days, I'd like to have the Admin Watcher notified when
priority is over 6. It means ticket is still unresolved, yes? Maybe this can be
done but I am by no means capable of coming up with something that can do it.

It again leaves me wondering - what is the expect effect of the escalator??


TIA


-Wash

-- 
Odhiambo Washington   <wash at wananchi.com>  "The box said 'Requires
Wananchi Online Ltd.  www.wananchi.com      Windows 95, NT, or better,'
Tel: +254 2 313985-9  +254 2 313922         so I installed FreeBSD."   
GSM: +254 72 743223   +254 733 744121       This sig is McQ!  :-)


Legalize free-enterprise murder: why should governments have all the
fun?


From hwagener at hamburg.fcb.com  Tue Aug 27 15:27:16 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 27 Aug 2002 15:27:16 -0400
Subject: [rt-users] Uninstalling ScripsActions
References: <20020821143807.GV84275@ns2.wananchi.com> <3D6A3808.4010006@hamburg.fcb.com> <20020827125216.GE31393@ns2.wananchi.com>
Message-ID: <3D6BD294.2070006@hamburg.fcb.com>

Odhiambo Washington wrote:
[snip escalator explanation]
 >
 > Hello Harald,
 >
 >
 > That explanation was quite helpful. I'd been wondering all along why an 
external
 > method had to be used.
 > However, one question still remains in my mind: How can the escalator help me
 > apart from showing that the priority has been changed on th web UI? I was 
thinking
 > in the lines of (say) in a situation where priority begins at 0, and with 
time
 > moves towards 10 over 10 days, I'd like to have the Admin Watcher 
notified when
 > priority is over 6. It means ticket is still unresolved, yes? Maybe this 
can be
 > done but I am by no means capable of coming up with something that can do it.
 >
 > It again leaves me wondering - what is the expect effect of the escalator??

The escalator itself only counts up the priority, as You correctly assume.
Further action could be automated modifying the nag script (not only
checking for open ticket, but checking for open tickets having a certain
priority or higher). In addition, You can now search for tickets having a
certain priority on the search page, and the tickets on your 'Home' page are
sorted by priority as well, the ones with the highest priority right on top.

 >
 > TIA

HTH,
	Harald


-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com




From gimperiali at indigosw.com  Tue Aug 27 09:56:18 2002
From: gimperiali at indigosw.com (Giorgio Imperiali)
Date: Tue, 27 Aug 2002 15:56:18 +0200
Subject: [rt-users] rt installation - Apache::cookie not installed
Message-ID: <3D6B8502.5080300@indigosw.com>

Hi all,
I have some probems when tying to install rt, when I execute testdeps, I 
have : Apache::Cookie not installed
Does anyone know where I can find a place where to download this module 
or it is because my mod_perl is not correctly installed?
All comments are welcome,

Thanks in advance,

Giorgio




From bruce_campbell at ripe.net  Tue Aug 27 10:32:48 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 27 Aug 2002 16:32:48 +0200 (CEST)
Subject: [rt-users] rt installation - Apache::cookie not installed
In-Reply-To: <3D6B8502.5080300@indigosw.com>
Message-ID: <Pine.LNX.4.44.0208271626590.30774-100000@x22.ripe.net>

On Tue, 27 Aug 2002, Giorgio Imperiali wrote:

> I have some probems when tying to install rt, when I execute testdeps, I
> have : Apache::Cookie not installed
> Does anyone know where I can find a place where to download this module
> or it is because my mod_perl is not correctly installed?
> All comments are welcome,

The following should be in the README (Jesse?):

	When 'make testdeps' indicates that a module is not installed in
	your environment, you will need to install the requisite modules
	before continuing.  The easiest method of doing this is to use
	CPAN to install it for you.  As root, start CPAN by:

		# perl -MCPAN -e shell

	If this is your first time using CPAN, it will ask you a whole
	variety of questions.  Most of these are fairly self-explanatory,
	but if you get stuck, refer to http://www.cpan.org/ for a guide.

	Once at the cpan prompt ('cpan>'), simply request the installation
	of the requisite module, eg:

		cpan> install Apache::Cookie

	As you delve deeper into RT, a lot of questions will be answered
	with 'cpan> some_arcane_commands'.  If you don't understand what
	a CPAN command does, be sure to read up on it at the CPAN site
	referenced above.

Regards,


-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From jim_keene63 at hotmail.com  Tue Aug 27 10:41:38 2002
From: jim_keene63 at hotmail.com (Jim Keene)
Date: Tue, 27 Aug 2002 09:41:38 -0500
Subject: [rt-users] Newbie question: Upgrading Mason...
Message-ID: <F216dyDd3OJXsNQptgF00012589@hotmail.com>


Hi,

I am new to PERL and RT so I would appreciate any help possible about this 
matter. I have a system with performance problems and I have looked into the 
excellent suggestions on this list as setting MaxRequestPerChild, etc. Now I 
have discoverd that I am running Mason 1.02. One of the issues about 
improving performance was to use Mason 1.05, 1.12, or 1.1201. Now is my 
stupid quiestion: Could I use CPAN to upgrade Mason and then just restart my 
Apache server, or do I need another make and 'make install' ?

/Regards,

Jim

_________________________________________________________________
Chat with friends online, try MSN Messenger: http://messenger.msn.com



From autarch at urth.org  Tue Aug 27 10:55:57 2002
From: autarch at urth.org (Dave Rolsky)
Date: Tue, 27 Aug 2002 09:55:57 -0500 (CDT)
Subject: [rt-users] Newbie question: Upgrading Mason...
In-Reply-To: <F216dyDd3OJXsNQptgF00012589@hotmail.com>
Message-ID: <Pine.LNX.4.44.0208270951540.4544-100000@urth.org>

On Tue, 27 Aug 2002, Jim Keene wrote:

> matter. I have a system with performance problems and I have looked into the
> excellent suggestions on this list as setting MaxRequestPerChild, etc. Now I
> have discoverd that I am running Mason 1.02. One of the issues about
> improving performance was to use Mason 1.05, 1.12, or 1.1201. Now is my
> stupid quiestion: Could I use CPAN to upgrade Mason and then just restart my
> Apache server, or do I need another make and 'make install' ?

I think you misinterpreted something I wrote.  Mason 1.05 is faster than
Mason 1.10+ (including the latest and greatest, 1.13).  However, Mason
1.05 is probably very little different from any Mason release between 0.85
and 1.05.

1.05 contains some minor bugfixes compared to 1.02, but nothing that is
likely to affect RT, to the best of my knowledge.

1.10+ contains quite a number of cool new features, but these are only of
interest to people actively developing applications that _use_ Mason.  So
while Jesse may want to explore new Mason features in the future as he
works on RT, it is not all that likely that RT users will find a need for
the newer versions of Mason, unless they are heavily customizing RT
themselves.

In other words, I would suggest not upgrading.  It ain't broke and all
that.


-dave

/*==================
www.urth.org
we await the New Sun
==================*/



From robie at principle.co.uk  Tue Aug 27 12:29:52 2002
From: robie at principle.co.uk (Robie Basak)
Date: 27 Aug 2002 17:29:52 +0100
Subject: [rt-users] [contrib] rt-autostart
Message-ID: <1030465792.888.18.camel@debian>

This is a script which can be cronned to automatically unstall tickets
after a set date.

It requires a trivial patch I posted earlier to rt-devel which fixes a
typo so that LimitDate with Starts works and allows QUOTEVALUE in
RT::Tickets->Limit (so then I can compare two dates directly in a
query).

To use it, set up the cronjob, then when you want a ticket to unstall
later just set the start date and then stall the ticket. The cronjob
will unstall it the next time it runs and the start date has passed,
unless you've added transactions to the ticket (which means generally
modified it in any way) since the start date passed, in which case it'll
leave it alone.

The logic is: open the ticket if it is stalled, it has a starts date
set, the starts date is in the past and the last updated date is before
the starts date.

This seems to do what I want, anyway :)

Robie.
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From derek-lists at foreshore.net  Tue Aug 27 14:14:56 2002
From: derek-lists at foreshore.net (Derek Fage (lists account))
Date: Tue, 27 Aug 2002 19:14:56 +0100
Subject: [rt-users] RT CLI Ticket Create Problem
Message-ID: <18145641302087@mx1.foreshore.net>

Hi There,

I'm trying to create tickets using the CLI interface and it all appears fine except that I don't seem to be able to use the --refers-to=nnnn keyword (or any of the reference links keywords).

What I actually want to do is to create tickets and set them with a parent ticket number from the CLI interface but do not seem to be able to find a keyword for that.

Has anybody got this to work, or can they give me any pointers?

Regards,

Derek...



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From wash at wananchi.biz  Tue Aug 27 14:29:42 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Tue, 27 Aug 2002 21:29:42 +0300
Subject: [rt-users] "nag"
Message-ID: <20020827182942.GE16402@ns2.wananchi.com>

Anyone using "nag" in real life and willing to share his expolits??

tia



        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 mmoorcroft at mail.arc.nasa.gov  Tue Aug 27 15:25:04 2002
From: mmoorcroft at mail.arc.nasa.gov (Mark Moorcroft)
Date: Tue, 27 Aug 2002 12:25:04 -0700
Subject: [rt-users] Newbie question: Upgrading Mason...
In-Reply-To: <Pine.LNX.4.44.0208270951540.4544-100000@urth.org>
References: <Pine.LNX.4.44.0208270951540.4544-100000@urth.org>
Message-ID: <p05111a00b9917fdc2fa8@[143.232.134.124]>

>On Tue, 27 Aug 2002, Jim Keene wrote:
>
>1.05 contains some minor bugfixes compared to 1.02, but nothing that is
>likely to affect RT, to the best of my knowledge.
>
>1.10+ contains quite a number of cool new features, but these are only of
>interest to people actively developing applications that _use_ Mason.  So
>while Jesse may want to explore new Mason features in the future as he
>works on RT, it is not all that likely that RT users will find a need for
>the newer versions of Mason, unless they are heavily customizing RT
>themselves.


As I found out the hard way on my third attempt to get RT running on 
my OSX box, "make fixdeps" will happily install the latest Mason for 
you. This is a change in the last couple of weeks as far as I can 
remember. It seems this is not an issue with the release version of 
RT, and is not mentioned in the bundled documents. If your installing 
one of the dev builds it's another story. This is mentioned in the 
online documents, but not the bundled ones. I have posted about Mason 
1.1 recently, but I thought I would reiterate. I am still trying to 
get the stable release RT working and I am running Mason 1.1x. My 
latest roadblock is with mysql refusing to build a dynamic library 
(an OSX thing apparently).

--FYI
-- 



Mark Moorcroft
ELORET Corp.
650-604-4784 (32)
mailto:mmoorcroft at mail.arc.nasa.gov


From bruce_campbell at ripe.net  Tue Aug 27 15:33:33 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 27 Aug 2002 21:33:33 +0200 (CEST)
Subject: [rt-users] "nag"
In-Reply-To: <20020827182942.GE16402@ns2.wananchi.com>
Message-ID: <Pine.LNX.4.44.0208272128270.2920-100000@x22.ripe.net>

On Tue, 27 Aug 2002, Odhiambo Washington wrote:

> Anyone using "nag" in real life and willing to share his expolits??

I'm using a home-brew wraparound our version of the cli queue display
(foreach knownadmincc ; do showqueue for_this_admincc | mail admincc ;
done), and it generally seems to work in preventing rampant
non-action-ness of stuff.

Its a local policy thing really, ensuring that people actually do followup
on the nag/whatever reminder mails that they receive.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From travis.campbell at amd.com  Tue Aug 27 16:52:44 2002
From: travis.campbell at amd.com (Travis Campbell)
Date: Tue, 27 Aug 2002 15:52:44 -0500
Subject: [rt-users] "nag"
In-Reply-To: <20020827182942.GE16402@ns2.wananchi.com>
References: <20020827182942.GE16402@ns2.wananchi.com>
Message-ID: <20020827205244.GB4184@mpdtxmail.amd.com>

On Tue, Aug 27, 2002 at 09:29:42PM +0300, Odhiambo Washington wrote:
> Anyone using "nag" in real life and willing to share his expolits??
> 

I'm using modified versions of the nag script to do the following types of
things:

- nag if priority is greater than 75 and tickets are new or open

  This makes sure people are doing the important things.

- nag if a ticket is owned by nobody and it's older than 24 hours

  This ensures that any new/open tickets are given an owner by the person
  watching the general queues for that week.

- nag if a ticket is owned by someone and it's been sitting in one of our
  general queues for more than 24 hours

  This makes sure tickets are being put into the proper queues once 
  assigned (in our case, proper means anywhere BUT the general queues ;-).

- nag if a ticket is owned by a specific user (cssadmin)

  We've got some cronjobs that gate tickets into the corporate Rememdy 
  system via email.  Local policy states that the person forwarding the
  ticket into Rememdy becomes the liason between corporate IT and the user;
  thus, the forwarder _should_ become the RT ticket owner.  This nag notifies
  us when a ticket is still owned by cssadmin.  When found, we just reassign
  as needed.  I haven't had to deal with enough tickets to make it worthwhile
  to reassign automatically.

We've also got stuff based on the nag script to deal with things like 
crisis escalation and on-call notifications from our Crisis queue.  It just
does successive pager notifications escalating up a set line of people until
it starts paging everyone on the team.

I've attached our simple priority whiner.  It uses Mail::Mailer to create
and send the emails.  YMMV, use at your own risk, etc.

Travis
-- 
 Travis Campbell  -  Unix Systems Administrator =    travis at mpdtxmail.amd.com
    5900 E. Ben White Blvd, Austin, TX 78741    =     travis.campbell at amd.com
    TEL: (512) 602-1888  PAG: (512) 604-0341    = webmaster at mpdtxmail.amd.com  
=============================================================================
      "Does anything work as expected?"  Yes.  An axe through the CPU.
-------------- next part --------------
#!/opt/mpd/bin/perl -w
#
# $Header: /raid/cvsroot/rt-addons/nag,v 1.1 2001/10/11 01:59:54 jesse Exp $
# RT is (c) 1996-2001 Jesse Vincent <jesse at fsck.com>

use strict;
use Carp;

use lib "/opt/rt2/lib";
use lib "/opt/rt2/etc";

use RT::Interface::CLI  qw(CleanEnv LoadConfig DBConnect 
			   GetCurrentUser GetMessageContent);

#Clean out all the nasties from the environment
CleanEnv();

#Load etc/config.pm and drop privs
LoadConfig();

#Connect to the database and get RT::SystemUser and RT::Nobody loaded
DBConnect();

use RT::Date;
use RT::Queue;
use RT::Tickets;
use RT::Users;
use Mail::Mailer;
use Mail::Send;

my $now = new RT::Date($RT::SystemUser);
$now->SetToNow();

my $users = new RT::Users($RT::SystemUser);
RT::Users::LimitToPrivileged($users);

while (my $owner = $users->Next) {

	my $tickets = new RT::Tickets($RT::SystemUser);
	$tickets->LimitStatus(VALUE => 'open');
	$tickets->LimitStatus(VALUE => 'new');
	$tickets->LimitOwner(VALUE => $owner->Id);
	$tickets->LimitPriority(VALUE => '74', OPERATOR => '>');

	if ($tickets->Count > 0) {
		my $message = $owner->Name . ",\n";

		$message = $message . "You have " . $tickets->Count;
		$message = $message . " open tickets:" . "\n\n";

		while (my $ticket = $tickets->Next) {
			$message .= $ticket->Id . ": " . $ticket->Subject . "\n";
			$message .= "\tAge     : " .  $ticket->AgeAsString . "\n";
			$message .= "\tPriority: " .  $ticket->Priority . "\n\n";
		}

		$message .= "\n-- \nRT/" . $RT::rtname . "\n";

		# Send the mail
		my $msg = new Mail::Send Subject=>"Your open tickets", To=>$owner->Name;
		$msg->to($owner->EmailAddress);
		my $fh = $msg->open;
		print $fh $message;
		$fh->close;
	}
}

$RT::Handle->Disconnect();


From aboyce at phys.psu.edu  Tue Aug 27 16:56:48 2002
From: aboyce at phys.psu.edu (Andrew Boyce-Lewis)
Date: Tue, 27 Aug 2002 16:56:48 -0400
Subject: [rt-users] Setup problems
Message-ID: <3D6BE790.6040403@phys.psu.edu>

Hello all,

I am trying to install RT on a solaris box with apache and mod perl. I 
have gone through the instructions for setup and configuration and all 
is fine (web interface works fine) except that when the rt-mailgate 
program is invoked (either by the mail server or manualy) it produces 
the error:

No permission to create tickets in the queue 'general'.syntax error at 
(eval 32) line 1, near "require Mail::Mailer::/usr/"

A similar error is produced when creating a new ticket from within the 
RT web interface:

syntax error at (eval 76) line 1, near "require Mail::Mailer::/usr/"

I have looked all over and can not find any thing about this error.

I will happily provide any additional information that is required, but 
this is a fairly standard install.

Any help would be appreciated,
		-Andrew



-- 
Andrew E. Boyce-Lewis
Systems and Network Operations
Department of Physics
7A Osmond Lab
University Park, Pa 16802
Office: (814) 865-3024
Cell: (814) 360-6868 (by permission or emergency only please)



From danielf at supportteam.net  Tue Aug 27 18:02:47 2002
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Tue, 27 Aug 2002 17:02:47 -0500
Subject: [rt-users] Login Screen
Message-ID: <200208271702.47566.danielf@supportteam.net>

This may be a common question, is there anyway to change the look and feel of 
the login screen or any of the color throughout web UI. 

I wanted to customise the colors and the login stuff up top where it says 
RT/domain.com


-- 
Thanks
-------------------------------
Daniel Fairchild
danielf at cihost.com
-------------------------------


From bgeraldo at sockeye.com  Tue Aug 27 20:40:02 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Tue, 27 Aug 2002 20:40:02 -0400
Subject: [rt-users] Setup problems
References: <3D6BE790.6040403@phys.psu.edu>
Message-ID: <3D6C1BE2.C54041FD@sockeye.com>

Andrew Boyce-Lewis wrote:

> Hello all,
>
> I am trying to install RT on a solaris box with apache and mod perl. I
> have gone through the instructions for setup and configuration and all
> is fine (web interface works fine) except that when the rt-mailgate
> program is invoked (either by the mail server or manualy) it produces
> the error:
>
> No permission to create tickets in the queue 'general'.syntax error at
> (eval 32) line 1, near "require Mail::Mailer::/usr/"
>
> A similar error is produced when creating a new ticket from within the
> RT web interface:
>
> syntax error at (eval 76) line 1, near "require Mail::Mailer::/usr/"
>
> I have looked all over and can not find any thing about this error.
>
> I will happily provide any additional information that is required, but
> this is a fairly standard install.
>
> Any help would be appreciated,
>                 -Andrew
>
> --
> Andrew E. Boyce-Lewis
> Systems and Network Operations
> Department of Physics
> 7A Osmond Lab
> University Park, Pa 16802
> Office: (814) 865-3024
> Cell: (814) 360-6868 (by permission or emergency only please)
>
> _______________________________________________
> 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

You should make sure your permissions are correctly set up.  Make sure
users (Requestors) have permission to create tickets in the
"general" queue.  Also make sure you have the correct perl modules
installed.

--
Bolivar Geraldo (Junior)

Sockeye Networks
52 Second Ave., Suite 100
Waltham, Ma 02451





From dora.raymaker at xo.com  Tue Aug 27 22:23:15 2002
From: dora.raymaker at xo.com (Raymaker, Dora)
Date: Tue, 27 Aug 2002 21:23:15 -0500
Subject: [rt-users] Login Screen
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A0A53D758@orportexch1.internal.nextlink.net>

Most of it is a matter of modifying the HTML and CSS in the WebRT/html
directory.  The image is a little trickier; you need to do some stuff in
RT's config and restart the server.  I just went though did exactly the sort
of customization stuff you mention for my company, so if you have any
specific questions, you can email me off-list and I'll probably have an
answer :-)

-D.

-----Original Message-----
From: Daniel F. Chief Security Engineer -
[mailto:danielf at supportteam.net]
Sent: Tuesday, August 27, 2002 3:03 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Login Screen


This may be a common question, is there anyway to change the look and feel
of 
the login screen or any of the color throughout web UI. 

I wanted to customise the colors and the login stuff up top where it says 
RT/domain.com


-- 
Thanks
-------------------------------
Daniel Fairchild
danielf at cihost.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 andy at petdance.com  Tue Aug 27 22:29:34 2002
From: andy at petdance.com (Andy Lester)
Date: Tue, 27 Aug 2002 21:29:34 -0500
Subject: [rt-users] Login Screen
In-Reply-To: <45EDA71CFF25D411A2E400508B6FC52A0A53D758@orportexch1.internal.nextlink.net>
References: <45EDA71CFF25D411A2E400508B6FC52A0A53D758@orportexch1.internal.nextlink.net>
Message-ID: <20020828022934.GB9545@petdance.com>

> Most of it is a matter of modifying the HTML and CSS in the WebRT/html
> directory.  The image is a little trickier; you need to do some stuff in

You don't need to modify the RT HTML.  In fact, you shouldn't, because
then new versions of RT may well stomp on your changes.  

RT is based on Mason, and Mason supports the idea of a "local"
directory, where you can put your "overloaded" versions of the files in
question.  Those will get used instead of the ones in the default
directory.

This also has the added benefit of you always having the original files
if/when you screw something up.

xoa

-- 
'Andy Lester        andy at petdance.com
 Programmer/author  petdance.com
 Daddy              parsley.org/quinn   Jk'=~/.+/s;print((split//,$&)
                            [unpack'C*',"n2]3%+>\"34.'%&.'^%4+!o.'"])


From dora.raymaker at xo.com  Tue Aug 27 22:39:23 2002
From: dora.raymaker at xo.com (Raymaker, Dora)
Date: Tue, 27 Aug 2002 21:39:23 -0500
Subject: [rt-users] Login Screen
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A0A53D75A@orportexch1.internal.nextlink.net>

yeah, I did do my changes in the local directory :-)  I should have been
more specific about which WebRT/html dir I was talking about... I really
need to go home...  sorry!

-D.

-----Original Message-----
From: Andy Lester [mailto:andy at petdance.com]
Sent: Tuesday, August 27, 2002 7:30 PM
To: Raymaker, Dora
Cc: 'Daniel F. Chief Security Engineer -'; rt-users at lists.fsck.com
Subject: Re: [rt-users] Login Screen


> Most of it is a matter of modifying the HTML and CSS in the WebRT/html
> directory.  The image is a little trickier; you need to do some stuff in

You don't need to modify the RT HTML.  In fact, you shouldn't, because
then new versions of RT may well stomp on your changes.  

RT is based on Mason, and Mason supports the idea of a "local"
directory, where you can put your "overloaded" versions of the files in
question.  Those will get used instead of the ones in the default
directory.

This also has the added benefit of you always having the original files
if/when you screw something up.

xoa

-- 
'Andy Lester        andy at petdance.com
 Programmer/author  petdance.com
 Daddy              parsley.org/quinn   Jk'=~/.+/s;print((split//,$&)
                            [unpack'C*',"n2]3%+>\"34.'%&.'^%4+!o.'"])


From pathar at dc.luth.se  Wed Aug 28 04:34:07 2002
From: pathar at dc.luth.se (Patrick Harlin)
Date: Wed, 28 Aug 2002 10:34:07 +0200
Subject: [rt-users] CC not working when I create ticket...
Message-ID: <200208280834.g7S8Y7rd003979@samson.dc.luth.se>

Hi,

First I would like to thank Arthur de Jong for a good description of RT2 ACLs 
that I found on the list (from 4 April 2001).

I'v got problems with my scipts. I would like all CCs (and bcc, admin CC, and 
all other receipiants) to receive mail, when I address them. It works when I 
comment things, but not when I am creating a ticket ?

This is my global script configuration:

     
         OnCorrespond NotifyOtherRecipients with template Correspondence 
     
         OnComment NotifyOtherRecipientsAsComment with template Correspondence 
     
         OnCorrespond NotifyRequestors with template Correspondence

I have also tried to add "OnCreate NotifyOtherRecipientsAsComment with 
template Correspondence", but the CCs still not get the mail ?

I know that is a good thing to be able to configure a lot of options, but at 
the same time things have become more complex to manage in RT2 compared to 
rt1. It is a nice feature allowing different actions to occure at different 
events. But why would people ever like to use forms where you could add 
receiptiants, but it would not work if you not have added a script for it ? It 
seems a little bit unlogical for me. Why needing to add scripts in order to 
make the mail forms to work ?

I really appreciate any coments that would make me wiser. I may have 
missunderstood the concept.

/Cheers,

Patrick Harlin, SysAdmin
Lule? University of Technology
Sweden



From jim_keene63 at hotmail.com  Wed Aug 28 04:56:22 2002
From: jim_keene63 at hotmail.com (Jim Keene)
Date: Wed, 28 Aug 2002 03:56:22 -0500
Subject: [rt-users] Newbie question: Upgrading Mason...
Message-ID: <F1679IJsaJbqJGNzscE0000008d@hotmail.com>

OK,

I guess I dont really need to upgrade. But I am still curious about learning 
some things about this, so I appreciate any answers.

When I build my rt2.14 I run "make testdeps" and it says everything is OK. 
But if I understood Mark correct the system would upgrade Mason etc. into 
the latest versions if I run "make fixdeps", even though it said it was OK 
when I ran "make testdeps" ? Is this the case ?

My second question is if I need to perform a new make preocedure of RT after 
I have upgraded any perl module with CPAN ? Or is it sufficient to just 
restart the apache webserver (it makes some kind of run-time compiling) 
after the upgrade of a PERL module ?

/Regards,

Jim


>From: Mark Moorcroft <mmoorcroft at mail.arc.nasa.gov>
>To: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Newbie question: Upgrading Mason...
>Date: Tue, 27 Aug 2002 12:25:04 -0700
>
>>On Tue, 27 Aug 2002, Jim Keene wrote:
>>
>>1.05 contains some minor bugfixes compared to 1.02, but nothing that is
>>likely to affect RT, to the best of my knowledge.
>>
>>1.10+ contains quite a number of cool new features, but these are only of
>>interest to people actively developing applications that _use_ Mason.  So
>>while Jesse may want to explore new Mason features in the future as he
>>works on RT, it is not all that likely that RT users will find a need for
>>the newer versions of Mason, unless they are heavily customizing RT
>>themselves.
>
>
>As I found out the hard way on my third attempt to get RT running on my OSX 
>box, "make fixdeps" will happily install the latest Mason for you. This is 
>a change in the last couple of weeks as far as I can remember. It seems 
>this is not an issue with the release version of RT, and is not mentioned 
>in the bundled documents. If your installing one of the dev builds it's 
>another story. This is mentioned in the online documents, but not the 
>bundled ones. I have posted about Mason 1.1 recently, but I thought I would 
>reiterate. I am still trying to get the stable release RT working and I am 
>running Mason 1.1x. My latest roadblock is with mysql refusing to build a 
>dynamic library (an OSX thing apparently).
>
>--FYI
>--
>
>
>
>Mark Moorcroft
>ELORET Corp.
>650-604-4784 (32)
>mailto:mmoorcroft at mail.arc.nasa.gov
>_______________________________________________
>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




_________________________________________________________________
Send and receive Hotmail on your mobile device: http://mobile.msn.com



From bruce_campbell at ripe.net  Wed Aug 28 05:16:59 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 28 Aug 2002 11:16:59 +0200 (CEST)
Subject: [rt-users] Setup problems
In-Reply-To: <3D6BE790.6040403@phys.psu.edu>
Message-ID: <Pine.LNX.4.44.0208281113270.19232-100000@x22.ripe.net>

On Tue, 27 Aug 2002, Andrew Boyce-Lewis wrote:

> No permission to create tickets in the queue 'general'.syntax error at
> (eval 32) line 1, near "require Mail::Mailer::/usr/"

In config.pm, you have a full path to sendmail in $MailCommand.  The
contents of this variable should be either 'sendmailpipe', or a valid
Mail::Mailer Module ('sendmail' has been tested, anything else may or may
not work).

The path to the sendmail binary, if you're using 'sendmailpipe', should be
given in $SendmailPath .

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From hwagener at hamburg.fcb.com  Wed Aug 28 11:15:38 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 28 Aug 2002 11:15:38 -0400
Subject: [rt-users] Newbie question: Upgrading Mason...
References: <F1679IJsaJbqJGNzscE0000008d@hotmail.com>
Message-ID: <3D6CE91A.3010507@hamburg.fcb.com>

Jim Keene wrote:
> OK,
> 
> I guess I dont really need to upgrade. But I am still curious about 
> learning some things about this, so I appreciate any answers.
> 
> When I build my rt2.14 I run "make testdeps" and it says everything is 
> OK. But if I understood Mark correct the system would upgrade Mason etc. 
> into the latest versions if I run "make fixdeps", even though it said it 
> was OK when I ran "make testdeps" ? Is this the case ?

Only if mason is not installed. If testdeps reports everything as okay, 
nothing will be changed.

> My second question is if I need to perform a new make preocedure of RT 
> after I have upgraded any perl module with CPAN ? Or is it sufficient to 
> just restart the apache webserver (it makes some kind of run-time 
> compiling) after the upgrade of a PERL module ?

a restart should suffice, given the installation worked before.

Regards,
	Harald

-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From andy at bribed.net  Wed Aug 28 06:06:39 2002
From: andy at bribed.net (Andy Coates)
Date: Wed, 28 Aug 2002 11:06:39 +0100
Subject: [rt-users] CC not working when I create ticket...
In-Reply-To: <200208280834.g7S8Y7rd003979@samson.dc.luth.se>
Message-ID: <000301c24e7a$9a03c470$876bfd50@buffy>

> Hi,
[snip] 
> I'v got problems with my scipts. I would like all CCs (and 
> bcc, admin CC, and 
> all other receipiants) to receive mail, when I address them. 
> It works when I 
> comment things, but not when I am creating a ticket ?

I had the same problem, and without searching through thousands of lines
of code I modified AutoReply.pm to simply add the CC field.

> I have also tried to add "OnCreate 
> NotifyOtherRecipientsAsComment with 
> template Correspondence", but the CCs still not get the mail ?

I tried that too, I'm guessing it doesn't parse the CC at that point for
whatever reason.

This is the hack I came up with, and it works, so I'm not complaining.
Whether it's the right place or the right way to do it is something I'll
leave others who know more about it to comment on (first time I've
touched the RT source).

If you look in the RT directory /usr/rt/lib/RT/Action (in my setup,
might be different prefix for yours), you'll see a file called
AutoReply.pm

On line 21 you'll see something along the lines of:

push(@{$self->{'To'}}, @{$self->TicketObj->Requestors->Emails});

Simply add this line on the next line:

push(@{$self->{'Cc'}}, @{$self->TicketObj->Cc->Emails});

So you end up with:

push(@{$self->{'To'}}, @{$self->TicketObj->Requestors->Emails});
push(@{$self->{'Cc'}}, @{$self->TicketObj->Cc->Emails});

As you can see, its pretty obvious what its doing, just adding the
people listed in the Cc of the ticket to the Cc of the autoreply.

Hopefully that's the right way of doing it, and hopefully you can read
the above.  If for whatever reason it doesn't work I can supply my
modified AutoReply.pm

See if it works and drop me a mail - be interesting to see if this works
for anyone else or if there's some flaw in that which could be fixed.

Andy.



From nsb at ceh.ac.uk  Wed Aug 28 06:49:51 2002
From: nsb at ceh.ac.uk (Nicolas Bertrand)
Date: Wed, 28 Aug 2002 11:49:51 +0100
Subject: [rt-users] suid perl on macosx
Message-ID: <E11C24F4-BA73-11D6-973A-0003936E43EC@ceh.ac.uk>

Dear all,

I am attemting to install request tracker on mac running macosx v.10.1.5

I fulfilled all the dependencies (except suid perl ?): make testdeps 
finds everything  and I have installed ApacheDBI.
Running make install generates this error message:

(...)
/usr/bin/perl -I//opt/rt2/etc -I//opt/rt2/lib //opt/rt2/etc/insertdata
Subroutine IsRTAddress redefined at /opt/rt2/etc///config.pm line 123.
Subroutine CanonicalizeAddress redefined at /opt/rt2/etc///config.pm 
line 137.
Subroutine LookupExternalUserInfo redefined at /opt/rt2/etc///config.pm 
line 190.
Global symbol "%Config" requires explicit package name at 
/System/Library/Perl/darwin/Errno.pm line 11.
Global symbol "%Config" requires explicit package name at 
/System/Library/Perl/darwin/Errno.pm line 11.
Global symbol "%Config" requires explicit package name at 
/System/Library/Perl/darwin/Errno.pm line 13.
Global symbol "%Config" requires explicit package name at 
/System/Library/Perl/darwin/Errno.pm line 13.
BEGIN not safe after errors--compilation aborted at 
/System/Library/Perl/darwin/Errno.pm line 146.
Compilation failed in require at /Library/Perl/File/Temp.pm line 127.
BEGIN failed--compilation aborted at /Library/Perl/File/Temp.pm line 127.
Compilation failed in require at /opt/rt2/lib///RT/Interface/CLI.pm line 
164.
BEGIN failed--compilation aborted at /opt/rt2/lib///RT/Interface/CLI.pm 
line 164.
Compilation failed in require at //opt/rt2/etc/insertdata line 89.
BEGIN failed--compilation aborted at //opt/rt2/etc/insertdata line 90.
make: *** [insert] Error 255

I amstuck. I believe it may be because suidperl is not installed 
(correct me if I am wrong :-)
% ./rtadmin
YOU HAVEN'T DISABLED SET-ID SCRIPTS IN THE KERNEL YET!
FIX YOUR KERNEL, PUT A C WRAPPER AROUND THIS SCRIPT, OR USE -u AND 
UNDUMP!

I am not sure how to proceed next... Does anybody know of any 
pointers/documentation to help me setting up suidperl in MacOSX?

Your help is greatly appreciated,

Nicolas

--------------------------------------------------
Nicolas Bertrand
CEH Oxford
Mansfield Road
Oxford UK
--------------------------------------------------



From pathar at dc.luth.se  Wed Aug 28 07:09:34 2002
From: pathar at dc.luth.se (Patrick Harlin)
Date: Wed, 28 Aug 2002 13:09:34 +0200
Subject: [rt-users] CC not working when I create ticket... 
In-Reply-To: Your message of "Wed, 28 Aug 2002 11:06:39 BST."
             <000301c24e7a$9a03c470$876bfd50@buffy> 
Message-ID: <200208281109.g7SB9Yrd005508@samson.dc.luth.se>

I got your suggestion, but this needs a script with "OnCreate 
AutoReplyToRequestors with templet Autoreply", doesn't it ? I dont want my 
requestors to get auto-replies.

But I suppose it could be added to some other file, but the question is which 
one :)

/Cheers,

Patrick



----------------------------------
Patrick Harlin, SysAdmin
Lule? University of Technology
Sweden
-----------------------------------



From andy at bribed.net  Wed Aug 28 07:19:40 2002
From: andy at bribed.net (Andy Coates)
Date: Wed, 28 Aug 2002 12:19:40 +0100
Subject: [rt-users] CC not working when I create ticket... 
In-Reply-To: <200208281109.g7SB9Yrd005508@samson.dc.luth.se>
Message-ID: <000b01c24e84$cd268ae0$876bfd50@buffy>

> I got your suggestion, but this needs a script with "OnCreate 
> AutoReplyToRequestors with templet Autoreply", doesn't it ? I 
> dont want my 
> requestors to get auto-replies.

It does need that Scrip, yes - sorry I thought you wanted that
originally but it failed for you.

> But I suppose it could be added to some other file, but the 
> question is which 
> one :)

I'm a little confused.  You don't want requestors to get OnCreate's,
just Cc's?

That's a little perculiar, can't imagine a scenario where you'd use that
:-)

If anywhere, I'd be guessing it's the OnCreate Scrip which isn't
gathering the Cc (or at that point the Cc isn't available to it yet).
I'll have a peek if I have time, but that's going a bit further into RT
than I'd like ;-)

Andy.




From spv at gospelcom.net  Wed Aug 28 07:33:59 2002
From: spv at gospelcom.net (Sherrill (Pei-chih) Verbrugge)
Date: Wed, 28 Aug 2002 07:33:59 -0400 (EDT)
Subject: [rt-users] CC not working when I create ticket...
In-Reply-To: <200208281109.g7SB9Yrd005508@samson.dc.luth.se>
Message-ID: <Pine.LNX.4.33.0208280724460.962-100000@spv.gf.gospelcom.net>

I have the following scripts setup, and CC works on create and
correspond.

OnCorrespond NotifyOtherRecipients with template Correspondence
OnCorrespond NotifyAdminCcs with template Correspondence
OnCreate NotifyAdminCcs with template Correspondence
OnCorrespond NotifyRequestorsAndCcs with template Correspondence


Sherrill
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Sherrill (Pei-chih) Verbrugge
http://www.gospelcom.net
http://bible.gospelcom.net
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
We seem to use some things more than others-our mouths more than our ears,
our stomachs more than our minds. We also seem to use the phrase "It's so
unfair!" so much more often than "I'm so undeserving." -- AL




From jim_keene63 at hotmail.com  Wed Aug 28 10:45:15 2002
From: jim_keene63 at hotmail.com (Jim Keene)
Date: Wed, 28 Aug 2002 09:45:15 -0500
Subject: [rt-users] Return to another page after resolved a case...
Message-ID: <F44TGBGrhUaCxyst11300012937@hotmail.com>


Hi,

Anyone who have changed the page where RT2 automaticly goes after a case is 
resolved. I don't need to see the resolved case after I pressed the submit 
button for resolve. I would prefere to return to homepage or the last queue 
page. Any hints about how to change this is appreciated.

/Jim

_________________________________________________________________
Join the world?s largest e-mail service with MSN Hotmail. 
http://www.hotmail.com



From mcarter at lanl.gov  Wed Aug 28 11:23:13 2002
From: mcarter at lanl.gov (Michael J. Carter)
Date: 28 Aug 2002 09:23:13 -0600
Subject: [rt-users] Patch to make new/open/stalled tallies on main page links to
 associated queue/query
Message-ID: <1030548193.11432.36.camel@guglielmo>

This is a patch to WebRT/html/Elements/Quicksearch from rt-2.0.13.

[root at rt Elements]# rcsdiff -r1.1 -r 1.2 Quicksearch 
rcsdiff: RCS/1.2,v: No such file or directory
===================================================================
RCS file: RCS/Quicksearch,v
retrieving revision 1.1
retrieving revision 1.2
diff -r1.1 -r1.2
29,31c29,31
< <TD><%$new%></TD>
< <TD><%$open%></TD>
< <TD><%$stalled%></TD>
---
> <TD><A HREF="<%
$RT::WebPath%>/Search/Listing.html?ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=<%$queue->Id%>&RowsPerPage=50&NewSearch=1"><%$new%></a></TD>
> <TD><A HREF="<%
$RT::WebPath%>/Search/Listing.html?ValueOfStatus=open&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=<%$queue->Id%>&RowsPerPage=50&NewSearch=1"><%$open%></a></TD>
> <TD><A HREF="<%
$RT::WebPath%>/Search/Listing.html?ValueOfStatus=stalled&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=<%$queue->Id%>&RowsPerPage=50&NewSearch=1"><%$stalled%></a></TD>

-- 
Michael J. Carter              | People love high ideals, but they got
to
IT Team Leader                 | be about 33-percent plausible. -- The
Space Data Systems (NIS-3)     | Best of Will Rogers
Los Alamos National Laboratory |



From stefan.scherer at sealsystems.de  Wed Aug 28 11:45:39 2002
From: stefan.scherer at sealsystems.de (Stefan Scherer)
Date: Wed, 28 Aug 2002 17:45:39 +0200
Subject: [rt-users] Patch to make new/open/stalled tallies on main page links 
 toassociated queue/query
References: <1030548193.11432.36.camel@guglielmo>
Message-ID: <3D6CF023.8B24DAE@sealsystems.de>

Your patch works very good with rt-2.0.12, too!
This makes navigation easier.

Stefan


-- 
Stefan Scherer
SEAL Systems          Tel.  : +49 (0) 9195-926-128
Lohmuehlweg 4         Fax   : +49 (0) 9195-1739
D-91341 Roettenbach   MailTo:stefan.scherer at sealsystems.de
Germany               WWW   : http://www.sealsystems.de


From cwfox at fujitsu.com  Wed Aug 28 13:23:00 2002
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Wed, 28 Aug 2002 07:23:00 -1000
Subject: [rt-users] Duplicate Display of Keywords
Message-ID: <KNEOICNGFPAFJMEMGEIBEEJEJMAA.cwfox@fujitsu.com>

Alle,

	We have just started getting into the keyword game (following the keyword
tutorial) at http://www.fsck.com/pub/rt/contrib/2.0/Keywords-HOWTO.zip We
created a simple keyword category with 1 level of depth.

Urgency
Urgency/Critical
Urgency/High
Urgency/Normal

	and added a global keyword selection:

Urgency: Single children of Urgency up to 0 levels deep.

	However, when the keyword is added to the ticket, it displays the
following:

________________________
Keyword Selections	|
				|
Urgency	#		|
	    *	Normal	|
	    *	Normal	|
________________________|

	I have made no changes to display.html. Has anyone seen this before? We're
running RT V2.0.13 on Redhat 7.3, MySQL V3.23.49.


Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com
Phone:		(808) 934-4102
Pager:		(808) 934-1290
Cell:			(808) 937-5026





From aboyce at phys.psu.edu  Wed Aug 28 16:32:44 2002
From: aboyce at phys.psu.edu (Andrew Boyce-Lewis)
Date: Wed, 28 Aug 2002 16:32:44 -0400
Subject: [rt-users] Setup problems
References: <Pine.LNX.4.44.0208281113270.19232-100000@x22.ripe.net>
Message-ID: <3D6D336C.3040005@phys.psu.edu>

Thanks for all the help, I have have everythign up and running except 
that I can not get RT to generate emails for a reply or ticket close. 
The only time that RT will send emails is when the ticket is opened 
initially. I have tried this between two accounts and never is there any 
  email beyond the first "Ticket opened email"

It may just be that I am totally missing something.  There is nothing in 
  any of the log files.


	-Andrew


Bruce Campbell wrote:
> On Tue, 27 Aug 2002, Andrew Boyce-Lewis wrote:
> 
> 
>>No permission to create tickets in the queue 'general'.syntax error at
>>(eval 32) line 1, near "require Mail::Mailer::/usr/"
> 
> 
> In config.pm, you have a full path to sendmail in $MailCommand.  The
> contents of this variable should be either 'sendmailpipe', or a valid
> Mail::Mailer Module ('sendmail' has been tested, anything else may or may
> not work).
> 
> The path to the sendmail binary, if you're using 'sendmailpipe', should be
> given in $SendmailPath .
> 
> Regards,
> 



-- 
Andrew E. Boyce-Lewis
Systems and Network Operations
Department of Physics
7A Osmond Lab
University Park, Pa 16802
Office: (814) 865-3024
Cell: (814) 360-6868 (by permission or emergency only please)



From benjamin at winternals.com  Wed Aug 28 17:07:12 2002
From: benjamin at winternals.com (benjamin at winternals.com)
Date: Wed, 28 Aug 2002 16:07:12 -0500
Subject: [rt-users] Statistical Information for an IT Manager
Message-ID: <982D373CAA22BB48B421EA122863277A73B22A@mail3.Austin.Winternals.Com>

Hello -
 
I just joined this list to ask this one question.  Has anyone written a pluggin or perl mod or anything that will get statistical information for an IT manager.  I realize it's a few simple sql queries but I didn't want to re-invent the wheel.  
 
Thanks for any feedback...
 
Benjamin
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From shauwn at relay.boerde.de  Wed Aug 28 17:36:43 2002
From: shauwn at relay.boerde.de (Frank Reppin)
Date: Wed, 28 Aug 2002 23:36:43 +0200 (MEST)
Subject: [rt-users] Statistical Information for an IT Manager
In-Reply-To: <982D373CAA22BB48B421EA122863277A73B22A@mail3.Austin.Winternals.Com>
Message-ID: <Pine.LNX.4.44.0208282335580.28729-100000@relay.boerde.de>

On Wed, 28 Aug 2002 benjamin at winternals.com wrote:

> Hello -

Hi,

>
> I just joined this list to ask this one question.  Has anyone written a pluggin or perl mod or anything that will get statistical information for an IT manager.  I realize it's a few simple sql queries but I didn't want to re-invent the wheel.

Maybe this is as useful - as it is for us:

http://people.ee.ethz.ch/~oetiker/webtools/rrdtool/gallery/freppin-01.html

>
> Thanks for any feedback...

Kind regards,
Frank Reppin

> Benjamin
>



From rt2trouble at morben.ca  Wed Aug 28 17:36:53 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Wed, 28 Aug 2002 14:36:53 -0700
Subject: [rt-users] Statistical Information for an IT Manager
In-Reply-To: <982D373CAA22BB48B421EA122863277A73B22A@mail3.Austin.Winternals.Com>
References: <982D373CAA22BB48B421EA122863277A73B22A@mail3.Austin.Winternals.Com>
Message-ID: <200208281436.53905.rt2trouble@morben.ca>

In the contrib you will find a RT stats addon that does a pretty nice job of 
giving RT stats.

On August 28, 2002 02:07 pm, benjamin at winternals.com wrote:
> Hello -
>
> I just joined this list to ask this one question.  Has anyone written a
> pluggin or perl mod or anything that will get statistical information for
> an IT manager.  I realize it's a few simple sql queries but I didn't want
> to re-invent the wheel.
>
> Thanks for any feedback...
>
> Benjamin



From bgeraldo at sockeye.com  Wed Aug 28 19:03:57 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Wed, 28 Aug 2002 19:03:57 -0400
Subject: [rt-users] NotifyCCs
Message-ID: <3D6D56DD.32F3688D@sockeye.com>

Is there a Scrip Action that allows you to simply "NotifyCCs"?  The
"NotifyRequestorsandCCs" option is to broad of an option for me.  I'm
wondering if anyone else has run into this problem or found a solution
for it.

Thanks in advance.

Bolivar Geraldo Jr.

--
Bolivar Geraldo (Junior)
NOC Analyst





From pdh at snapgear.com  Thu Aug 29 02:12:57 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 29 Aug 2002 16:12:57 +1000
Subject: [rt-users] Automatic resolve on e-mail reply
In-Reply-To: <Pine.LNX.4.44.0208230854390.23261-100000@x22.ripe.net>
References: <20020823021041.GH773@luggage> <Pine.LNX.4.44.0208230854390.23261-100000@x22.ripe.net>
Message-ID: <20020829061257.GK1435@luggage>

Bruce Campbell wrote:
> > OnCorrespOut ResolveTicket with template Blank
> 
> Result is still indeterminate if used from the WebUI, as the WebUI also
> sets several status variables.

Indeed. While I'm not interested enough to come up with a patch
to fix this, I did post one to rt-users to work around a similar
problem with AutoTake on June 1 2002; that would probably make a
pretty good basis for a new patch to address this issue. Search
The Friendly Archives. :-)
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From nils.ketelsen at kuehne-nagel.com  Thu Aug 29 03:25:08 2002
From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen)
Date: Thu, 29 Aug 2002 09:25:08 +0200
Subject: [rt-users] Statistical Information for an IT Manager
In-Reply-To: <982D373CAA22BB48B421EA122863277A73B22A@mail3.Austin.Winter
 nals.Com>
Message-ID: <5.1.0.14.0.20020829092022.023c1008@194.151.203.161>

At 16:07 28.08.2002 -0500, you wrote:



>I just joined this list to ask this one question.  Has anyone written a 
>pluggin or perl mod or anything that will get statistical information for 
>an IT manager.  I realize it s a few simple sql queries but I didn t want 
>to re-invent the wheel.

If you are using cricket for some purpose anyway, the following might be of 
interest:

http://druecke.strg-alt-entf.org/rt-cricket.tar.gz


It contains a dirty Perl-Script, to collect data out of the rt-database and 
a Defaults-File for cricket, to graph that. Its not nice, but it seems to 
work. You have to set some variables in the .pl-file to your needs (db_host 
etc.) but it is all very obvious.

Best regards,
    Nils



From spv at gospelcom.net  Thu Aug 29 09:09:56 2002
From: spv at gospelcom.net (Sherrill (Pei-chih) Verbrugge)
Date: Thu, 29 Aug 2002 09:09:56 -0400 (EDT)
Subject: [rt-users] Bcc does not work
In-Reply-To: <001401c24d3b$efb4d4d0$a6002fd0@AR140239>
Message-ID: <Pine.LNX.4.33.0208290907320.1015-100000@spv.gf.gospelcom.net>

Bcc is considered as OtherRecipients, so you want to make sure that you
have a "NotifyOtherRecipients" script setup.

Sherrill


On Mon, 26 Aug 2002, Asif Iqbal wrote:

> Hi All
>
> Is there a scrip Action NotifyRequestorsAndCcsAndBccs ?
>
> I like to send email to Bcc
> Thanks
>
> _______________________________________________
> 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
>
>

-- 
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Sherrill (Pei-chih) Verbrugge
http://www.gospelcom.net
http://bible.gospelcom.net
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
We seem to use some things more than others-our mouths more than our ears,
our stomachs more than our minds. We also seem to use the phrase "It's so
unfair!" so much more often than "I'm so undeserving." -- AL



From robert.jonsson at it.su.se  Thu Aug 29 09:15:25 2002
From: robert.jonsson at it.su.se (Robert Jonsson)
Date: Thu, 29 Aug 2002 15:15:25 +0200
Subject: [rt-users] gpg and enhanced mailgate
Message-ID: <200208291515.25671.robert.jonsson@it.su.se>

Hi,

I have installed the enhanced mailgate and have stumbled into a confusing 
problem. The box is running Redhat 6.2, rt 2.0.14, perl 5.6.1, apache 1.3.26 
(with mod_perl and mod_ssl), gpg 1.0.7, sendmail . 

From what I have gathered from previous discussion on the list about enhanced 
mailgate and from the enhanced-mailgate.README my problem is that the signed 
mail doesn't get cleared. Why that is I have no idea... This is what happens.

If I send an unsigned mail to RT with 'RT-Owner: foo' a new ticket is created 
and the owner is changed to foo. 
If I send a signed mail to RT with 'RT-Owner: foo' a new ticket is created but 
the owner is not changed

I have a couple of questions. Almost nothing gets logged in the rt-log, how do 
I turn on debugging for enhanced mailgate? Is there anyone who recognize this 
problem and could point me in the right direction?

gpg is working fine when I run it standalone.


Regards


Robert


From nevans at fedex.com  Thu Aug 29 10:41:32 2002
From: nevans at fedex.com (Nathan Evans)
Date: Thu, 29 Aug 2002 08:41:32 -0600
Subject: [rt-users] NotifyCCs
In-Reply-To: <3D6D56DD.32F3688D@sockeye.com>
Message-ID: <007f01c24f6a$2ac55ba0$c51051c7@ORB>

"OnCreate NotifyRequestorsandCCs with template CC_AutoReply"
"OnCreate AutoreplyToRequestors with template Custom_AutoReply"

I'm using the two scripts above to notify the original requestor and any
person CC'ed on the email.  Initially I thought the requestor would get
two replies, but that's not the case (not sure why, but it works).  The
*_AutoReply templates are slightly modified versions of the default
template; the CC_AutoReply was setup to instruct the CC'ed person how to
add comments to someone else's request.


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Bolivar Geraldo
Sent: Wednesday, August 28, 2002 5:04 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] NotifyCCs


Is there a Scrip Action that allows you to simply "NotifyCCs"?  The
"NotifyRequestorsandCCs" option is to broad of an option for me.  I'm
wondering if anyone else has run into this problem or found a solution
for it.

Thanks in advance.

Bolivar Geraldo Jr.

--
Bolivar Geraldo (Junior)
NOC Analyst



_______________________________________________
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 azeez at softsi.com  Thu Aug 29 10:52:50 2002
From: azeez at softsi.com (azeez at softsi.com)
Date: Thu, 29 Aug 2002 14:52:50 UT
Subject: [rt-users] Mason Error while creating new Queues.
Message-ID: <200208291452.OAA69907@www1109.verio-web.com>

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Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020829/ddfab5e1/attachment.ksh>

From iqbala at qwestip.net  Thu Aug 29 14:32:49 2002
From: iqbala at qwestip.net (Asif Iqbal)
Date: Thu, 29 Aug 2002 14:32:49 -0400
Subject: [rt-users] Bcc does not work
References: <Pine.LNX.4.33.0208290907320.1015-100000@spv.gf.gospelcom.net>
Message-ID: <001301c24f8a$89caddd0$a6002fd0@AR140239>

That worked

Thanks a lot
----- Original Message -----
From: "Sherrill (Pei-chih) Verbrugge" <spv at gospelcom.net>
To: "Asif Iqbal" <iqbala at qwestip.net>
Cc: <rt-users at lists.fsck.com>
Sent: Thursday, August 29, 2002 9:09 AM
Subject: Re: [rt-users] Bcc does not work


> Bcc is considered as OtherRecipients, so you want to make sure that you
> have a "NotifyOtherRecipients" script setup.
>
> Sherrill
>
>
> On Mon, 26 Aug 2002, Asif Iqbal wrote:
>
> > Hi All
> >
> > Is there a scrip Action NotifyRequestorsAndCcsAndBccs ?
> >
> > I like to send email to Bcc
> > Thanks
> >
> > _______________________________________________
> > 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
> >
> >
>
> --
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> Sherrill (Pei-chih) Verbrugge
> http://www.gospelcom.net
> http://bible.gospelcom.net
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> We seem to use some things more than others-our mouths more than our ears,
> our stomachs more than our minds. We also seem to use the phrase "It's so
> unfair!" so much more often than "I'm so undeserving." -- AL
>
> _______________________________________________
> 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 aboyce at phys.psu.edu  Thu Aug 29 14:43:09 2002
From: aboyce at phys.psu.edu (Andrew Boyce-Lewis)
Date: Thu, 29 Aug 2002 14:43:09 -0400
Subject: [rt-users] Problems with RT sending email
Message-ID: <3D6E6B3D.2040704@phys.psu.edu>

Hello, I am having a problem with RT in that it will send the initial 
email when a ticket is created but I can not get it to send email any 
other time (i have tried with scripts and using the "reply to requestor" 
option". There are no error logs created (or the logs that are created 
have nothing in them, i dont know if this is normal)

I am doing this install on a solaris box with apache running mod_perl. 
It is running `version 5.005_03 built for sun4-solaris`.

This is rather odd, I can not find any reference to any one having a 
similar problem.. and there are no other symptoms (web interface works 
fine).

Thanks ahead of time for any help,
		-Andrew

-- 
Andrew E. Boyce-Lewis
Systems and Network Operations
Department of Physics
7A Osmond Lab
University Park, Pa 16802
Office: (814) 865-3024
Cell: (814) 360-6868 (by permission or emergency only please)



From HGororo at chartercom.com  Thu Aug 29 18:16:12 2002
From: HGororo at chartercom.com (Gororo, Hillary)
Date: Thu, 29 Aug 2002 17:16:12 -0500
Subject: [rt-users] RE: Moving RT2.0.13 from 1 server to another
Message-ID: <4092060A7FC62441998AD28465E707E1074F3203@STL02MEXC11.corp.chartercom.com>

Hi Everyone,
I am new to the list, we just recently purchased a new server and so I am
preparing to move RT2 from one server to another.  What steps do I need to
perform?. I understand from scanning through the archives that I will need
to backup my current RT and load it on the new server.  Do I need a fresh
install on the new server? and also which directories/files do I need to
backup, How do I backup these files and how do I load the files onto the new
server.

All the help you can provide will be greatly appreciated

thank you
Hillary 



 "The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and/or privileged
material. Any review, retransmission, dissemination or other use of, or
taking of any action in reliance upon, this information by persons or
entities other than the intended recipient is prohibited. If you received
this in error, please contact the sender and delete the material from all
computers." 


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From mmoorcroft at mail.arc.nasa.gov  Thu Aug 29 22:03:50 2002
From: mmoorcroft at mail.arc.nasa.gov (Mark Moorcroft)
Date: Thu, 29 Aug 2002 19:03:50 -0700
Subject: [rt-users] Jaguar success
Message-ID: <p05111a06b9948163c92a@[143.232.134.124]>

For anyone who may be interested, I have RT (stable release) running 
on MacOSX.2 (Jaguar) as of this evening with mod_perl (not fastCGI). 
I built Perl, mod_perl, PHP (bleeding from cvs) and Apache from 
source. MySQL was a package install thanks to 
(http://www.entropy.ch/software/macosx/mysql/). It has been a massive 
undertaking and I still have the mail interface to deal with, but I 
can navigate the interface.

--Let the games begin

-- 



******************************************
Mark Moorcroft
Macintosh Systems Administrator
ELORET Corp.
NASA Ames Research Center
Moffet Field, CA 94035-1000
M/S 234-1
Phone:	650-604-4784
Fax:	650-604-0487
mailto:mmoorcroft at mail.arc.nasa.gov
http://www.eloret.com/

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


From wash at wananchi.biz  Fri Aug 30 04:47:55 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Fri, 30 Aug 2002 11:47:55 +0300
Subject: [rt-users] RE: Moving RT2.0.13 from 1 server to another
In-Reply-To: <4092060A7FC62441998AD28465E707E1074F3203@STL02MEXC11.corp.chartercom.com>
References: <4092060A7FC62441998AD28465E707E1074F3203@STL02MEXC11.corp.chartercom.com>
Message-ID: <20020830084755.GD73006@ns2.wananchi.com>

* Gororo, Hillary <HGororo at chartercom.com> [20020830 01:20]: wrote:
> Hi Everyone,
> I am new to the list, we just recently purchased a new server and so I am
> preparing to move RT2 from one server to another.  What steps do I need to
> perform?. I understand from scanning through the archives that I will need
> to backup my current RT and load it on the new server.  Do I need a fresh
> install on the new server? and also which directories/files do I need to
> backup, How do I backup these files and how do I load the files onto the new
> server.
> 

From the top of my head (untested)
Step1: Ensure the new system has all the prerequisites for RT.
       I'll setup the Web Server, MySQL server (and even the MTA) and make sure
       they are running well.
  
       Then testing whether RT will run there, I'll do a dummy setup. Just install
       the same version of RT as I have on the old system. If it installs fine, then
       try accessing it (with the root user) and clicking a few things here and there
       just to make sure they are working. If you see much success, then I guess it's
       time to blow it away (rm -rf rt2 directory)

Step2: Setup up your aliases (for the rt e-mail addresses) on the new server. Don't
       Don't fire the MTA up as yet.

Step3: Backup your rt directory (cd /opt && tar -cZf rt2.tgz rt2) and move it to
       the new server (same destination) and extract it. That way you have preserved
       all permissions. You even have all your customizations intact. On the new server
       extract your rt2 to the correct location (tar zxvf rt2.tgz).

Step3: Backup your rt2 database and move it over. (substitute your real values for RT_USER
       and RT_USER_PASS)

       `mysqldump --opt rt2 > backup-rt2.sql`

       Move backup-rt2.sql to the new server.
       Login to the new server as root, create the rt2 database.
       
       `mysqladmin create rt2`

       Setup the correct permissions for your RT_USER; something like
       
       GRANT SELECT, INSERT, UPDATE, DELETE, CREATE, INDEX ON rt2.* TO RT_USER at localhost IDENTIFIED by 'RT_USER_PASS';
       flush privileges;

       NB: Please verify the granted perms by login to my sql and doing this query:

       show grants for RT_USER at localhost;
       
       You can then restore the tables and the data back into MySQL with:

       mysql database < backup-file.sql

Step5: If I haven't missed something, then it's time to fire up all applications and see if your RT is
        up and running.



As a side note: Life would be easier if you were to RETIRE the old server. You could just
move the old disk onto the new server or create the new server from the old disk. If both
disks are ATA (say), [This is from FreeBSD's point because I am not familiar with linux],
I'd do a minimal install on the new disk (reflecting similar partitions on old disk), then
mount the new disk into the old machine and write all data from old disk into new disk.
After that, all I've have to do is change a few params on fstab and rc.conf on the new disk,
mount it on the new machine and boot it up.

I create a new partition with  the necessary slices. I mount them on my old
system /mnt/newsystem. 
Write the new using the old rather than copy the old on top of a temporary new.

Off the top of my head I would type the command line:

# dump 0af - / | ( cd /mnt ; restore -rf - )
# dump 0af - /var | ( cd /mnt/var ; restore -rf - )
# dump 0af - /usr | ( cd /mnt/usr ; restore -rf - )
 
5) edit and change your /etc/fstab file to reflect the new changes, save it, move the
   new disk into the new server and reboot!

Donate the old server to charity!

Just my $ 0.02



        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 aboyce at phys.psu.edu  Fri Aug 30 12:51:15 2002
From: aboyce at phys.psu.edu (Andrew Boyce-Lewis)
Date: Fri, 30 Aug 2002 12:51:15 -0400
Subject: [rt-users] Problems with RT sending email
References: <3D6E6B3D.2040704@phys.psu.edu> <20020829184850.GA53690@ns2.wananchi.com> <3D6E7112.4070003@phys.psu.edu> <20020829192029.GC53690@ns2.wananchi.com>
Message-ID: <3D6FA283.7040804@phys.psu.edu>

> 
> Have you by any chance played around with any file in RT/Actions/ ??

Havent touched themm do I need to?

> 
> 

> I don't know, but I maybe there is a problem with your config.pm...
> I use Exim also but the only time RT failed to send out e-mails is when
> I played around with AutoReply.pm and Email.pm
> 

Havent touched either of them.

> Gotta go now. Let's see this 2morrow, pls.
> 
> 
> -Wash
> 

Im really not sure where to go from here



-- 
Andrew E. Boyce-Lewis
Systems and Network Operations
Department of Physics
7A Osmond Lab
University Park, Pa 16802
Office: (814) 865-3024
Cell: (814) 360-6868 (by permission or emergency only please)



From matthew.disney at fedex.com  Fri Aug 30 13:54:38 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Fri, 30 Aug 2002 12:54:38 -0500
Subject: [rt-users] Problems with RT sending email 
In-Reply-To: <3D6E6B3D.2040704@phys.psu.edu> 
References: <3D6E6B3D.2040704@phys.psu.edu>
Message-ID: <200208301754.g7UHsca02960@nfsb.ecdev.fedex.com>

Andrew,

Are you looking at the "$LogToFileNamed" log file? If you don't know
what I'm talking about, I'd recommend looking at the "LogTo..."
variables in your config.pm in order to get some more debug info.

There are three variables. Mine look like this:

$LogToScreen = 'error';
$LogToFile = 'debug';
$LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.<pid>.<user>

If you are in pre-deployment for your RT system, you could change
LogToScreen to be debug as well, but you won't want to do that on a
live system with customers.

If you change config.pm, remember to completely stop and then start the
webserver, don't just restart. Then, maybe you can send some some
additional debug info to this list.

Matt

Andrew Boyce-Lewis writes:
>Hello, I am having a problem with RT in that it will send the initial 
>email when a ticket is created but I can not get it to send email any 
>other time (i have tried with scripts and using the "reply to requestor" 
>option". There are no error logs created (or the logs that are created 
>have nothing in them, i dont know if this is normal)
>
>I am doing this install on a solaris box with apache running mod_perl. 
>It is running `version 5.005_03 built for sun4-solaris`.
>
>This is rather odd, I can not find any reference to any one having a 
>similar problem.. and there are no other symptoms (web interface works 
>fine).
>
>Thanks ahead of time for any help,
>		-Andrew
>
>-- 
>Andrew E. Boyce-Lewis
>Systems and Network Operations
>Department of Physics
>7A Osmond Lab
>University Park, Pa 16802
>Office: (814) 865-3024
>Cell: (814) 360-6868 (by permission or emergency only please)
>
>_______________________________________________
>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 dupuy at sysd.com  Fri Aug 30 14:46:46 2002
From: dupuy at sysd.com (Alexander Dupuy)
Date: Fri, 30 Aug 2002 14:46:46 -0400
Subject: [rt-users] Re: Patch to make new/open/stalled tallies on main page links to
 associated queue/query
References: <20020829073503.27283.29106.Mailman@pallas.eruditorum.org>
Message-ID: <3D6FBD96.3030202@sysd.com>

> This is a patch to WebRT/html/Elements/Quicksearch from rt-2.0.13.
> 
> [root at rt Elements]# rcsdiff -r1.1 -r 1.2 Quicksearch 
> rcsdiff: RCS/1.2,v: No such file or directory
> ===================================================================
> RCS file: RCS/Quicksearch,v
> retrieving revision 1.1
> retrieving revision 1.2
> diff -r1.1 -r1.2
> 29,31c29,31
> < <TD><%$new%></TD>
> < <TD><%$open%></TD>
> < <TD><%$stalled%></TD>
> ---
> ><TD><A HREF="<% $RT::WebPath%>/Search/Listing.html?ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=<%$queue->Id%>&RowsPerPage=50&NewSearch=1"><%$new%></a></TD>
> ><TD><A HREF="<% $RT::WebPath%>/Search/Listing.html?ValueOfStatus=open&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=<%$queue->Id%>&RowsPerPage=50&NewSearch=1"><%$open%></a></TD>
> ><TD><A HREF="<% $RT::WebPath%>/Search/Listing.html?ValueOfStatus=stalled&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=<%$queue->Id%>&RowsPerPage=50&NewSearch=1"><%$stalled%></a></TD>

A nice feature that I was thinking of doing for a long time but never 
got around to.  Here's an additional patch (also to 2.0.13) that makes 
the New/Open/Stalled column headers links to the corresponding searches:

===================================================================
6,8c6,11
<        <th align=left><font size=-1>New</font></th>
<        <th align=left><font size=-1>Open</font></th>
<        <th align=left><font size=-1>Stalled</font></th>
---
 >        <th align=left><font size=-1>
 >         <A HREF="<% 
$RT::WebPath%>/Search/Listing.html?ValueOfStatus=new&StatusOp=%3D&RowsPerPage=50&NewSearch=1">New</a></font></th>
 >        <th align=left><font size=-1>
 >         <A HREF="<% 
$RT::WebPath%>/Search/Listing.html?ValueOfStatus=open&StatusOp=%3D&RowsPerPage=50&NewSearch=1">Open</a></font></th>
 >        <th align=left><font size=-1>
 >         <A HREF="<% 
$RT::WebPath%>/Search/Listing.html?ValueOfStatus=stalled&StatusOp=%3D&RowsPerPage=50&NewSearch=1">Stalled</a></font></th>

This patch should apply whether or not you have already applied 
Michael's (since it comes earlier in the file).

@alex
-- 
mailto:dupuy at sysd.com



From rt2trouble at morben.ca  Fri Aug 30 15:02:10 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Fri, 30 Aug 2002 12:02:10 -0700
Subject: [rt-users] Problems with RT sending email
In-Reply-To: <200208301754.g7UHsca02960@nfsb.ecdev.fedex.com>
References: <3D6E6B3D.2040704@phys.psu.edu> <200208301754.g7UHsca02960@nfsb.ecdev.fedex.com>
Message-ID: <200208301202.10447.rt2trouble@morben.ca>

Hey! My RT install suddenly started sending mail today! 

I guess it's the full moon or something, because not only is it sending mail, 
but I had put a scrip action to send correspondence on "comment" during my 
debugging. So today I got a really PO'd E-Mail from a requestor that received 
some very rude comments on his incomplete support request. This is where you 
really understand why it's good to never type something into a computer that 
you don't want someone to read. Hahahaha.. What a Friday..

I'll try to dig around and see what exactly changed that suddenly made the 
mail work..

-- MUD

On August 30, 2002 10:54 am, Matt Disney wrote:
> Andrew,
>
> Are you looking at the "$LogToFileNamed" log file? If you don't know
> what I'm talking about, I'd recommend looking at the "LogTo..."
> variables in your config.pm in order to get some more debug info.
>
> There are three variables. Mine look like this:
>
> $LogToScreen = 'error';
> $LogToFile = 'debug';
> $LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.<pid>.<user>
>
> If you are in pre-deployment for your RT system, you could change
> LogToScreen to be debug as well, but you won't want to do that on a
> live system with customers.
>
> If you change config.pm, remember to completely stop and then start the
> webserver, don't just restart. Then, maybe you can send some some
> additional debug info to this list.
>
> Matt
>
> Andrew Boyce-Lewis writes:
> >Hello, I am having a problem with RT in that it will send the initial
> >email when a ticket is created but I can not get it to send email any
> >other time (i have tried with scripts and using the "reply to requestor"
> >option". There are no error logs created (or the logs that are created
> >have nothing in them, i dont know if this is normal)
> >
> >I am doing this install on a solaris box with apache running mod_perl.
> >It is running `version 5.005_03 built for sun4-solaris`.
> >
> >This is rather odd, I can not find any reference to any one having a
> >similar problem.. and there are no other symptoms (web interface works
> >fine).
> >
> >Thanks ahead of time for any help,
> >		-Andrew
> >
> >--
> >Andrew E. Boyce-Lewis
> >Systems and Network Operations
> >Department of Physics
> >7A Osmond Lab
> >University Park, Pa 16802
> >Office: (814) 865-3024
> >Cell: (814) 360-6868 (by permission or emergency only please)
> >
> >_______________________________________________
> >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 KFerguso at chi.navtech.com  Fri Aug 30 15:47:52 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Fri, 30 Aug 2002 14:47:52 -0500
Subject: [rt-users] AutoTake and OpenTicket
Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D881@mailman.chi.navtech.com>

Hi all,

I've installed the combination of AutoTake and OpenTicket on my test
server and they work together just fine from the email interface.
However, I've noticed some new weirdness from the WebUI.  I am aware
of the cycling of the owner from Nobody to somebody back to Nobody.
I installed Phil's patch to Update.html and the owner now stays put.

However, after I installed this patch, I find that the status is now
cycling from new to open and back to new when I reply to a ticket from
the WebUI.  This was not happening before.  Has anyone seen this before?
Has anyone even tried this combination of scripts before?  I could use
some pointers on where to start looking for this problem.

I'm using rt 2.0.13 on Slackware 8.0.  The scrips for the listed actions are

OnCorrespond AutoTake with template Blank
onOwnerChange OpenTicket with template Blank


TiA,
kevin


From HGororo at chartercom.com  Fri Aug 30 17:59:52 2002
From: HGororo at chartercom.com (Gororo, Hillary)
Date: Fri, 30 Aug 2002 16:59:52 -0500
Subject: [rt-users] RE: RTQ binary in RT1 missing in RT2
Message-ID: <4092060A7FC62441998AD28465E707E1074F320F@STL02MEXC11.corp.chartercom.com>

Hi Guys,
I have a couple of perl scripts that were based on the RTQ binary in RT1.  I
am trying to move these perl scripts to our RT2 server but they will not
work because the rtq binary does not exist in RT2.  Does anyone have any
idea how whether it is possible to copy the binary over to RT2 or is there a
way I can substitute this in RT2.

Thank you all for your help

Hillary



 "The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and/or privileged
material. Any review, retransmission, dissemination or other use of, or
taking of any action in reliance upon, this information by persons or
entities other than the intended recipient is prohibited. If you received
this in error, please contact the sender and delete the material from all
computers." 


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From nevans at fedex.com  Fri Aug 30 18:10:47 2002
From: nevans at fedex.com (Nathan Evans)
Date: Fri, 30 Aug 2002 16:10:47 -0600
Subject: [rt-users] RE: RTQ binary in RT1 missing in RT2
In-Reply-To:  <4092060A7FC62441998AD28465E707E1074F320F@STL02MEXC11.corp.chartercom.com>
Message-ID: <014c01c25072$17d20990$c51051c7@ORB>

in rt2 the rtq command line program is called rt2/bin/rt.  It performs
the same type of command line functions as rtq. 

For example, to list all open tickets in a specific queue that are not
resoved:
<path2rt>/rt2/bin/rt --limit-queue=supportQ --limit-status=!resolved


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Gororo, Hillary
Sent: Friday, August 30, 2002 4:00 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] RE: RTQ binary in RT1 missing in RT2


Hi Guys, 
I have a couple of perl scripts that were based on the RTQ binary in
RT1.  I am trying to move these perl scripts to our RT2 server but they
will not work because the rtq binary does not exist in RT2.  Does anyone
have any idea how whether it is possible to copy the binary over to RT2
or is there a way I can substitute this in RT2.
Thank you all for your help 
Hillary 



 "The information transmitted is intended only for the person or entity
to which it is addressed and may contain confidential and/or privileged
material. Any review, retransmission, dissemination or other use of, or
taking of any action in reliance upon, this information by persons or
entities other than the intended recipient is prohibited. If you
received this in error, please contact the sender and delete the
material from all computers."