From pdh at snapgear.com  Sun Dec  1 22:58:47 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 2 Dec 2002 13:58:47 +1000
Subject: [rt-users] rights needed to add a member to a group?
In-Reply-To: <3DE3FC38.4030307@sysd.com>
References: <3DE3FC38.4030307@sysd.com>
Message-ID: <20021202035847.GD449@luggage.internal.moreton.com.au>

Alexander Dupuy wrote:
> As a member of a group that has AdminGroups and AdminUsers rights, my 
> attempts to add another user to a group are failing; although no error 
> message is generated, and the operation claims to succeed ("Member 
> added") the user is not actually added to the group, and the updated 
> list of members does not include the user that I am trying to add.

I cannot duplicate this here.

> When I log in as root, with SuperUser rights, it is possible to add the 
> user to a group successfully.  Is SuperUser always required in order to 
> add users to groups, or is there some other right I should have?

AdminGroups is the only relevant right.

If I grant myself AdminGroups, I can admin groups. If I revoke
it, I can't....
-- 
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 lynoure at otaverkko.fi  Mon Dec  2 03:42:12 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 02 Dec 2002 10:42:12 +0200
Subject: [rt-users] Merging users?
Message-ID: <1038818532.690.11.camel@isis>

Is there a (handy) way for merging users?

Lets assume Hank Helpdesker, (with userid hank who can also be assigned
as the owner of some tickets) usually mails ticket requests from the
e-mail address defined in his RT account, hank at helpdeskers.com.
Sometimes he happens to e-mail from hank.helpdesker at helpdeskers.com and
as a result, these tickets do not show as tickets requested by him.

Is there a way for merging the auto-created user
hank.helpdesker at helpdeskers.com with the 'real' hank?

-- 
Lynoure Rajamaki
lynoure at otaverkko.com
 



From gamboa at infophil.com  Mon Dec  2 04:59:55 2002
From: gamboa at infophil.com (alviN)
Date: Mon, 02 Dec 2002 17:59:55 +0800
Subject: [rt-users] IP restriction on WebUI
Message-ID: <3DEB2F1B.8040800@infophil.com>

how can i restrict other IPs from accessing the RT WebUI? is this possible?


alviN



From smylers at gbdirect.co.uk  Mon Dec  2 05:05:06 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Mon, 2 Dec 2002 10:05:06 +0000 (GMT)
Subject: [rt-users] IP restriction on WebUI
In-Reply-To: <3DEB2F1B.8040800@infophil.com>
Message-ID: <Pine.LNX.4.44.0212021001300.21003-100000@tiger.gbdirect.co.uk>

alviN wrote:

> how can i restrict other IPs from accessing the RT WebUI? is this
> possible?

It presumably would be possible to do this in 'RT' (using some Mason to
look at the incoming IP address) but this kind of restriction is
traditionally performed by the server.

Exactly how depends on the server you use.  If it's 'Apache' you might
get something like this working for you:

  <Location /rt/>
    Order allow,deny
    Allow from intranet.example.com
    # ...
  </Location>

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



From Dave.Ewart at cancer.org.uk  Mon Dec  2 05:11:41 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Mon, 2 Dec 2002 10:11:41 +0000
Subject: [rt-users] Re: IP restriction on WebUI
In-Reply-To: <3DEB2F1B.8040800@infophil.com>
References: <3DEB2F1B.8040800@infophil.com>
Message-ID: <20021202101141.GE20212@nemesis.ox.icnet.uk>

On Monday, 02.12.2002 at 17:59 +0800, alviN wrote:

> how can i restrict other IPs from accessing the RT WebUI? is this
> possible?

Yes, you can do this, although I think you'll need to do so via your
Apache config, or possibly your firewall.  I suspect it's not RT's job
to control 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 craig at crayfish.cx  Mon Dec  2 05:26:49 2002
From: craig at crayfish.cx (Craig Fisher)
Date: Mon, 2 Dec 2002 10:26:49 -0000
Subject: [rt-users] Priority - Probably a newbie question... sorry in advance
Message-ID: <001701c299ed$532c0d50$6b00000a@FLAT>

Hi all. 
Newbie alert. Just got RT up and running and configured - mostly. Looking good so far...

However, I can't find information on how/when the auto-escalation of priority works, although it's referred to in the example priority section on RTFM.

How are people using priority in real-world situations? Are folks using a small (eg 0-5) range, or more detailed (eg 0-99) range?  Is the numerically greater priority the most important? Is that customisable?

Finding the docs a bit lacking at the moment - but finding my way around quite quickly. I'll gladly contribute - once I know what I'm talking about :-)
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From hwagener at hamburg.fcb.com  Mon Dec  2 06:15:35 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 2 Dec 2002 12:15:35 +0100
Subject: [rt-users] Priority - Probably a newbie question... sorry in advance
In-Reply-To: <001701c299ed$532c0d50$6b00000a@FLAT>
Message-ID: <615E1728-05E7-11D7-9D2E-003065DC18B8@hamburg.fcb.com>

Am Montag, 02.12.02 um 11:26 Uhr schrieb Craig Fisher:

> Hi all.
> Newbie alert. Just got RT up and running and configured - mostly. 
> Looking good so far...
> ?
> However, I can't find information on how/when the auto-escalation of 
> priority works, although it's referred to in the example priority 
> section on RTFM.

The auto escalation is a script that needs to be run from script on a 
regular basis. It is found in the contrib area together with a readme. 
Have a look at the script itself as well, while You are at it. IIRC, 
RT3 will have auto escalation built in.

> ?
> How are people using priority in real-world situations? Are folks 
> using a small (eg 0-5) range, or more detailed (eg 0-99) range?? Is 
> the numerically greater priority the most important? Is that 
> customisable?

Normally, greater is more important. You can set the max prio used, and 
You could hack the escalator to reduce priority instead of raising it. 
I know people who use 20/40/../100. You can set the maximum priority on 
a per queue basis.

Regards,
     Harald
-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg



From laurent.vaills at dms.at  Mon Dec  2 09:31:47 2002
From: laurent.vaills at dms.at (Laurent Vaills)
Date: 02 Dec 2002 15:31:47 +0100
Subject: [rt-users] due date for queue
Message-ID: <1038839508.23680.523.camel@neo.sophia.dms.at>

Hi.

I created a new queue and filled in the field "Requests should be due
in:" with the value 1 .
So I expected when a ticket was created in this queue that the due date
will be automatically set to "today + 1 day" but in fact not.

What is this field useful for ?

Thanks,
Laurent






From bruce_campbell at ripe.net  Mon Dec  2 09:55:56 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 2 Dec 2002 15:55:56 +0100 (CET)
Subject: [rt-users] due date for queue
In-Reply-To: <1038839508.23680.523.camel@neo.sophia.dms.at>
Message-ID: <Pine.LNX.4.44.0212021543290.21600-100000@x22.ripe.net>

On 2 Dec 2002, Laurent Vaills wrote:

> I created a new queue and filled in the field "Requests should be due
> in:" with the value 1 .
> So I expected when a ticket was created in this queue that the due date
> will be automatically set to "today + 1 day" but in fact not.

I suspect that something is odd in your system.  On my system, the Due
date on the Ticket is set as expected (to be the number of days set in the
Queue.

> What is this field useful for ?

Refer to the 'Escalator' in contrib (www.fsck.com/pub/rt/2.0/contrib);
this gradually alters the priority as the ticket approaches CreateTime +
DueDate .

Apart from that, nothing much uses it.

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



From derek at csolve.net  Mon Dec  2 13:41:31 2002
From: derek at csolve.net (Derek Buttineau)
Date: Mon, 2 Dec 2002 13:41:31 -0500
Subject: [rt-users] RT3/Apache2/Mod_Perl2
References: <024c01c2957a$ee3ba430$8850a4cf@derek> <20021127194305.GA34647@not.autrijus.org> <20021129075332.GA6706@not.autrijus.org>
Message-ID: <003301c29a32$6ec8f060$8850a4cf@CPQ12353234267>

Hrmm thanks for the information, it seems to be progressing better.

Now when I use this configuration:

<VirtualHost *>
    DocumentRoot /usr/local/rt3/share/html/
    ServerName rt2.csolve.net

#   PerlFreshRestart On                 # only for Apache/mod_perl 1.x
    PerlModule Apache2 Apache::compat   # only for Apache/mod_perl 2.x

    PerlModule Apache::DBI
    PerlRequire /usr/local/rt3/bin/webmux.pl

    <FilesMatch "\.html$">
        SetHandler perl-script
        PerlHandler RT::Mason
    </FilesMatch>
    <LocationMatch "/Attachment/">
        SetHandler perl-script
        PerlHandler RT::Mason
    </LocationMatch>
</VirtualHost>

I get this error when I attempt to start Apache:

[Mon Dec 02 13:39:00 2002] [error] Null filename used at (eval 3) line 2.

[Mon Dec 02 13:39:00 2002] [error] Can't load Perl module # for server
rt2.csolve.net:0, exiting...


Not sure what's causing this, any suggestions?

Derek

----- Original Message -----
From: Autrijus Tang
To: Autrijus Tang
Cc: Derek Buttineau ; rt-users at lists.fsck.com ; rt-devel at lists.fsck.com
Sent: Friday, November 29, 2002 2:53 AM
Subject: Re: [rt-users] RT3/Apache2/Mod_Perl2



From fstanley at netburner.com  Mon Dec  2 13:57:04 2002
From: fstanley at netburner.com (Forrest Stanley)
Date: Mon, 02 Dec 2002 10:57:04 -0800
Subject: [rt-users] registration page
Message-ID: <5.1.0.14.2.20021202105216.00b6b0e8@mail.netburner.com>

Has anyone completed an online registration page for RT? This is my current 
project and I was wondering if there was any example code out there. I have 
already created all the basics, but I am stuck when all the information is 
submitted. I have been trying to use the User->Create method. I'll post 
some of my code if anyone has any ideas.
thanks,
-FS



From jgedeon at qualcomm.com  Mon Dec  2 14:11:13 2002
From: jgedeon at qualcomm.com (John Gedeon)
Date: Mon, 02 Dec 2002 11:11:13 -0800
Subject: [rt-users] Remote Auth
Message-ID: <5.1.0.14.2.20021202111030.00b1e780@mail1.qualcomm.com>

If apache is configured to authenticate users how does one set up RT to 
recognize those users?

John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From rt-for-chris at db.lm.com  Mon Dec  2 15:46:16 2002
From: rt-for-chris at db.lm.com (rt-for-chris at db.lm.com)
Date: Mon, 2 Dec 2002 15:46:16 -0500 (EST)
Subject: [rt-users] empty message-body in replies
Message-ID: <20021202154546.I18057-100000@zaxxon.telerama.com>

Hi there,

I just wanted to report that I'm seeing similar problems with RT
2.0.11.  We have about 93k tickets in our RT database and have *just*
noticed this problem in the last month.


From dredd at megacity.org  Mon Dec  2 16:05:42 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Mon, 2 Dec 2002 16:05:42 -0500
Subject: [rt-users] LDAP Authentication, Redux
Message-ID: <D172E6D4-0639-11D7-AB6C-00039384A830@megacity.org>

I've seen various messages in the archives about using LDAP to 
authenticate users, but everything I see seems to point to the 
LookupSenderInExternalDatabase chain of defines, which is great for 
E-Mail, but doesn't do anything for user 'foo' who wants to login to 
the web interface and check on his/her tickets.

Is there anyone who is auth'ing the web interface against LDAP as well? 
(with the MySQL backend, obviously, holding permissions and such for 
users who have them).  Can someone point me at either relevant howto's, 
archived messages, etc., because I'm not seeing them... :-/

D



From bruce_campbell at ripe.net  Mon Dec  2 16:24:15 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 2 Dec 2002 22:24:15 +0100 (CET)
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <D172E6D4-0639-11D7-AB6C-00039384A830@megacity.org>
Message-ID: <Pine.LNX.4.44.0212022219470.21600-100000@x22.ripe.net>

On Mon, 2 Dec 2002, Derek J. Balling wrote:

> Is there anyone who is auth'ing the web interface against LDAP as well?
> (with the MySQL backend, obviously, holding permissions and such for
> users who have them).  Can someone point me at either relevant howto's,
> archived messages, etc., because I'm not seeing them... :-/

http://www.fsck.com/pub/contrib/2.0/external-users.README
http://www.fsck.com/pub/contrib/2.0/external-users.tar.gz

I don't think this is in RT/FM though (so you've got an out ;) )

Regards,

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



From dredd at megacity.org  Mon Dec  2 16:36:11 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Mon, 2 Dec 2002 16:36:11 -0500
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <Pine.LNX.4.44.0212022219470.21600-100000@x22.ripe.net>
Message-ID: <1337C907-063E-11D7-AB6C-00039384A830@megacity.org>

[bruce, sorry about the two copies, meant to send to the list]

On Monday, December 2, 2002, at 04:24  PM, Bruce Campbell wrote:
> http://www.fsck.com/pub/contrib/2.0/external-users.README
> http://www.fsck.com/pub/contrib/2.0/external-users.tar.gz
>
> I don't think this is in RT/FM though (so you've got an out ;) )

Maybe I'm dense.

I don't see where that actually AUTH's a web user against it. (e.g., 
nowhere in that code is there any mention of a password, so when 
someone goes to the web interface and enters in a username and 
password, how does that userid/password get compared against the LDAP 
server?)

D



From Kendric.Beachey at garmin.com  Mon Dec  2 16:45:48 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Mon, 2 Dec 2002 15:45:48 -0600
Subject: [rt-users] LDAP Authentication, Redux
Message-ID: <6899B5417148F34AA929F2950FEFB3FD612E12@dallas.garmin.com>

> Is there anyone who is auth'ing the web interface against 
> LDAP as well? 

[I tried sending this to Derek directly, but the network got funny and it
bounced.]

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 (both email and web interfaces):

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 rcassily at DENOVIS.COM  Mon Dec  2 17:21:21 2002
From: rcassily at DENOVIS.COM (Cassily, Ryan)
Date: Mon, 2 Dec 2002 17:21:21 -0500
Subject: [rt-users] printing history
Message-ID: <B5A4987C50B02D4B8DB479C57963462433B07C@exchsrvr-1.eHealthDirect.com>

What is the best way to print off a ticket history for a queue?  Summary form the search window only.


From fstanley at netburner.com  Mon Dec  2 17:24:08 2002
From: fstanley at netburner.com (Forrest Stanley)
Date: Mon, 02 Dec 2002 14:24:08 -0800
Subject: [rt-users] registration page
In-Reply-To: <5.1.0.14.2.20021202105216.00b6b0e8@mail.netburner.com>
Message-ID: <5.1.0.14.2.20021202141504.00b69b10@mail.netburner.com>

At 10:57 AM 12/2/2002 -0800, Forrest Stanley wrote:
>Has anyone completed an online registration page for RT? This is my 
>current project and I was wondering if there was any example code out 
>there. I have already created all the basics, but I am stuck when all the 
>information is submitted. I have been trying to use the User->Create 
>method. I'll post some of my code if anyone has any ideas.
>thanks,
>-FS


I managed to hack out a registration page this morning. Keep in mind that 
this is undertested code, and may contain errors. I suggest you do your own 
testing and modifications before you try any of this. Also, if anyone see's 
any glaring mistakes, please point them out to me :)
-FS

Here's what I did:

/lib/RT/User.pm (around line 128)   <comment out ACL checks when creating a 
User (allow anyone to create user)>

         #Check the ACL
         #unless ($self->CurrentUserHasRight('AdminUsers')) {
         #       return (0, 'No permission to create users');
         # }

/WebRT/html/Elements/Login (around line 18) <add link to registration screen>

         - <TD ALIGN=RIGHT>Username:</TD><TD ALIGN=LEFT><input name=user 
value="<%$user%>"></TD></TR>
         + <TD ALIGN=RIGHT>Username:</TD><TD ALIGN=LEFT><input name=user 
value="<%$user%>"><font size="-1"> <a 
href="/NoAuth/registration.html">register</a></TD></TR>





----------------/WebRT/html/NoAuth/registration.html----------------
<& /Elements/Header, Title=>'Registration' &>
<& /Elements/ListActions, actions => \@results &>
<form method=post>

<TABLE WIDTH=100% BORDER=0>
<TR>
<b><a href="http://localhost">Return to Login Page</a></b>
<TD VALIGN=TOP ROWSPAN=2>
<& /Elements/TitleBoxStart, title => 'Identity' &>
<b>Username:</b> <input name="UserName"><BR>
<b>Email:</b> <input name="EmailAddress"><BR>
<b>Real Name:</b> <input name="RealName"><BR>
Nickname: <input name="NickName">
<BR>
Unix login: <input name="Gecos">
<BR>
Extra info: <textarea name="FreeformContactInfo"></TEXTAREA>
<& /Elements/TitleBoxEnd &>
</TD>
<TD VALIGN=TOP>
<& /Elements/TitleBoxStart, title => 'Access control' &>
<TABLE>
<TR>
<TD ALIGN=RIGHT>
<b>New Password:</b>
</TD>
<TD ALIGN=LEFT>
<input type=password name="NewPass1">
</TD>
</TR>
<TR><TD ALIGN=RIGHT>
<b>Retype Password:</b>
</TD>
<TD>
<input type=password name="NewPass2">
</TD>
</TR>
</TABLE>
<& /Elements/TitleBoxEnd &>
</TD>
<TR>
<TD VALIGN=TOP>
<& /Elements/TitleBoxStart, title => 'Location' &>
Organization: <input name="Organization">
<BR>
Address1: <input name="Address1">
<BR>
Address2: <input name="Address2">
<BR>
City: <input name="City">
State: <input name="State">
Zip: <input name="Zip">
<BR>
Country: <input name="Country">
<BR>

<& /Elements/TitleBoxEnd &>
</TD>
</TR>
<TR>
<TD COLSPAN=2 VALIGN=TOP>

<& /Elements/TitleBoxStart, title => 'Phone numbers' &>
Residence: <input name="HomePhone" size=13>
Work: <input name="WorkPhone" size=13>
Mobile: <input name="MobilePhone" size=13>
Pager: <input name="PagerPhone" size=13>
<& /Elements/TitleBoxEnd &>
<BR>
<BR>


</TD>
</TR>
</TABLE>
<& /Elements/Submit &>
</form>

<%INIT>
my @results;
if ($NewPass1) {
if ($NewPass1 ne $NewPass2) {
push (@results, "Passwords did not match.");
}
else {
$Password = $NewPass1;
}
}
my $user_obj = new RT::User($session{'CurrentUser'});
if ($UserName && $Password && $RealName && $EmailAddress) {
$Comments = "User created via Web Registration";
$Privileged = 1;
my ($status, $msg) =
$user_obj->Create( Name => $UserName,
Gecos => $Gecos,
Password => $Password,
EmailAddress => $EmailAddress,
Privileged => $Privileged,
Comments => $Comments,
Organization => $Organization,
RealName => $RealName,
NickName => $NickName,
HomePhone => $HomePhone,
WorkPhone => $WorkPhone,
MobilePhone => $MobilePhone,
PagerPhone => $PagerPhone,
Address1 => $Address1,
Address2 => $Address2,
City => $City,
State => $State,
Zip => $Zip,
Country => $Country,
FreeformContactInfo => $FreeformContactInfo,
);
push (@results, $msg);
}
else {
if (!$UserName) { push (@results, "Required Field: Username\n") };
if (!$RealName) { push (@results, "Required Field: Real Name\n") };
if (!$EmailAddress) { push (@results, "Required Field: Email\n") };
}
$session{'i'}++;
</%INIT>


<%ARGS>
$UserName => undef
$EmailAddress => undef
$FreeformContactInfo => undef
$Organization => undef
$RealName => undef
$NickName => undef
$Lang => undef
$Gecos => undef
$HomePhone => undef
$WorkPhone => undef
$MobilePhone => undef
$PagerPhone => undef
$Address1 => undef
$Address2 => undef
$City => undef
$State => undef
$Zip => undef
$Country => undef
$NewPass1 => undef
$NewPass2=> undef
$Password => undef
$Comments => undef
$Privileged => undef
</%ARGS>



From bruce_campbell at ripe.net  Mon Dec  2 17:33:04 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 2 Dec 2002 23:33:04 +0100 (CET)
Subject: [rt-users] registration page
In-Reply-To: <5.1.0.14.2.20021202141504.00b69b10@mail.netburner.com>
Message-ID: <Pine.LNX.4.44.0212022330340.21600-100000@x22.ripe.net>

On Mon, 2 Dec 2002, Forrest Stanley wrote:

> I managed to hack out a registration page this morning. Keep in mind that
> this is undertested code, and may contain errors. I suggest you do your own
> testing and modifications before you try any of this. Also, if anyone see's
> any glaring mistakes, please point them out to me :)
> -FS
>
> Here's what I did:
>
> /lib/RT/User.pm (around line 128)   <comment out ACL checks when creating a
> User (allow anyone to create user)>
>
>          #Check the ACL
>          #unless ($self->CurrentUserHasRight('AdminUsers')) {
>          #       return (0, 'No permission to create users');
>          # }

Aieeee - you don't want to do this (lots of repercussions if you change
ACL checks in User.pm).  Instead, try changing:

> my $user_obj = new RT::User($session{'CurrentUser'});

to:

> my $user_obj = new RT::User($RT::SystemUser);

Regards,

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



From lists at flothow.de  Mon Dec  2 17:35:08 2002
From: lists at flothow.de (Sebastian Flothow)
Date: Mon, 2 Dec 2002 23:35:08 +0100
Subject: [rt-users] Merging users?
In-Reply-To: <1038818532.690.11.camel@isis>
Message-ID: <4F8A8B82-0646-11D7-92D2-000393B2BB20@flothow.de>

> Is there a way for merging the auto-created user
> hank.helpdesker at helpdeskers.com with the 'real' hank?

Maybe the address canonicalization (in the config file) does the trick?


Sebastian

--
Sebastian Flothow
sebastian at flothow.de
#include <stddisclaimer.h>





Gru?
Sebastian

--
Sebastian Flothow
sebastian at flothow.de
#include <stddisclaimer.h>



From lists at flothow.de  Mon Dec  2 17:35:20 2002
From: lists at flothow.de (Sebastian Flothow)
Date: Mon, 2 Dec 2002 23:35:20 +0100
Subject: [rt-users] due date for queue
In-Reply-To: <1038839508.23680.523.camel@neo.sophia.dms.at>
Message-ID: <56BD5918-0646-11D7-92D2-000393B2BB20@flothow.de>

> I created a new queue and filled in the field "Requests should be due
> in:" with the value 1 .
> So I expected when a ticket was created in this queue that the due date
> will be automatically set to "today + 1 day" but in fact not.

My RT installation (2.0.13) has this bug as well: when creating a ticket 
in the WebUI, Due is set to today. When creating a ticket via the 
mailgate, Due is set correctly (today + 7 days in my case).
However, it hasn't bothered me enough yet to have a closer look at it.


Sebastian

--
Sebastian Flothow
sebastian at flothow.de
#include <stddisclaimer.h>





Gru?
Sebastian

--
Sebastian Flothow
sebastian at flothow.de
#include <stddisclaimer.h>



From jeffholst at hotmail.com  Mon Dec  2 17:45:58 2002
From: jeffholst at hotmail.com (Jeff Holst)
Date: Mon, 02 Dec 2002 16:45:58 -0600
Subject: [rt-users] WebRT:  No permission to display that ticket
Message-ID: <F81u2iDL6e5f6WVY5jV00014ed2@hotmail.com>

Newbie question for RT 2.0.15.  My goal for RT is to use it via the web for 
external customer support call tracking.  The only catch is that I want 
endusers to only be able to see the tickets they submitted and no others.

To test this functionality I'm using the default "generic" queue and a 
non-privledged user I created.  The system is installed and seems to be 
functioning normally.  Permissions on the "generic" queue are as follows:

Everyone:  CommentOnTicket, CreateTicket, ReplyToTicket, SeeQueue
Requestor:  Showticket

Everything works for my non-privledge user as I would expect, except for 
when a ticket is first created.  After hitting "Create Ticket" an error web 
page is displayed stating "No permission to display that ticket" instead of 
showing the ticket summary.  The strange thing is that when I go to "Open 
requests" for that user, though, the ticket is actually there and displayed. 
  My question is how do I avoid this error message when a ticket is created, 
but still dissallow other users to see tickets which were not submitted by 
them?

To troubleshoot this I modified the permissions to give Everyone the 
Showticket right which eliminated the error message and showed the ticket 
summary after intial creation.  The side effect of this of course is now 
every user can see every other user's ticket in the queue if they just "Goto 
Ticket" <insert guessed ticket number here>.  This is what I want to avoid 
if at all possible.  Any suggestions on how to correct this would greatly be 
appreciated.

Thanks in advance,

-jeff



_________________________________________________________________
Protect your PC - get McAfee.com VirusScan Online 
http://clinic.mcafee.com/clinic/ibuy/campaign.asp?cid=3963



From pdh at snapgear.com  Mon Dec  2 17:52:18 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 3 Dec 2002 08:52:18 +1000
Subject: [rt-users] empty message-body in replies
In-Reply-To: <20021202153918.V18057-100000@zaxxon.telerama.com>
References: <20020813003127.GO455@luggage> <20021202153918.V18057-100000@zaxxon.telerama.com>
Message-ID: <20021202225218.GA460@luggage.internal.moreton.com.au>

chris at telerama.com wrote:
>   * If somebody has the temerity to do both of the above then the mail
>     has a media type of multipart/mixed, the first part of which has a
>     media type of multipart/alternative, which in turn contains the
>     actual message.  {$Transaction->Content()} is empty, so the
>     forwarded mail appears to be messageless.

http://lists.fsck.com/pipermail/rt-users/2002-August/009416.html

contains a possible fix.
-- 
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 cgilmore at tivoli.com  Mon Dec  2 17:56:34 2002
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Mon, 2 Dec 2002 16:56:34 -0600
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <1337C907-063E-11D7-AB6C-00039384A830@megacity.org>
Message-ID: <005b01c29a56$10c7f500$2fa42909@austin.ibm.com>

I think what you're missing is enabling $WebExternalAuth in the config.pm
and then having apache perform basic auth with the LDAP backend via such
modules as Apache::AuthenLDAP and Apache::AuthzLDAP (I'd toss
Apache::AuthenCache and Apache::AuthzCache around them, though).

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 Derek J. Balling
> Sent: Monday, December 02, 2002 3:36 PM
> To: Rt-Users
> Subject: Re: [rt-users] LDAP Authentication, Redux
>
>
> [bruce, sorry about the two copies, meant to send to the list]
>
> On Monday, December 2, 2002, at 04:24  PM, Bruce Campbell wrote:
> > http://www.fsck.com/pub/contrib/2.0/external-users.README
> > http://www.fsck.com/pub/contrib/2.0/external-users.tar.gz
> >
> > I don't think this is in RT/FM though (so you've got an out ;) )
>
> Maybe I'm dense.
>
> I don't see where that actually AUTH's a web user against it. (e.g.,
> nowhere in that code is there any mention of a password, so when
> someone goes to the web interface and enters in a username and
> password, how does that userid/password get compared against the LDAP
> server?)
>
> 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 pdh at snapgear.com  Mon Dec  2 18:40:29 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 3 Dec 2002 09:40:29 +1000
Subject: [rt-users] Remote Auth
In-Reply-To: <5.1.0.14.2.20021202111030.00b1e780@mail1.qualcomm.com>
References: <5.1.0.14.2.20021202111030.00b1e780@mail1.qualcomm.com>
Message-ID: <20021202234029.GH460@luggage.internal.moreton.com.au>

John Gedeon wrote:
> If apache is configured to authenticate users how does one set up RT to 
> recognize those users?

Look for these bits in config.pm:

$LookupSenderInExternalDatabase
$SenderMustExistInExternalDatabase
sub LookupExternalUserInfo
$WebExternalAuth

-- 
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 jgedeon at qualcomm.com  Mon Dec  2 19:36:44 2002
From: jgedeon at qualcomm.com (John Gedeon)
Date: Mon, 02 Dec 2002 16:36:44 -0800
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <005b01c29a56$10c7f500$2fa42909@austin.ibm.com>
References: <1337C907-063E-11D7-AB6C-00039384A830@megacity.org>
Message-ID: <5.1.0.14.2.20021202163456.057e84b0@mail1.qualcomm.com>

Only problem with basic auth, to my knowledge, is that anyone with a 
sniffer watching long enough will be able to grab passwords since with 
basic auth they are sent as plain text.

John

At 02:56 PM 12/2/2002, Christian Gilmore wrote:
>I think what you're missing is enabling $WebExternalAuth in the config.pm
>and then having apache perform basic auth with the LDAP backend via such
>modules as Apache::AuthenLDAP and Apache::AuthzLDAP (I'd toss
>Apache::AuthenCache and Apache::AuthzCache around them, though).
>
>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 Derek J. Balling
> > Sent: Monday, December 02, 2002 3:36 PM
> > To: Rt-Users
> > Subject: Re: [rt-users] LDAP Authentication, Redux
> >
> >
> > [bruce, sorry about the two copies, meant to send to the list]
> >
> > On Monday, December 2, 2002, at 04:24  PM, Bruce Campbell wrote:
> > > http://www.fsck.com/pub/contrib/2.0/external-users.README
> > > http://www.fsck.com/pub/contrib/2.0/external-users.tar.gz
> > >
> > > I don't think this is in RT/FM though (so you've got an out ;) )
> >
> > Maybe I'm dense.
> >
> > I don't see where that actually AUTH's a web user against it. (e.g.,
> > nowhere in that code is there any mention of a password, so when
> > someone goes to the web interface and enters in a username and
> > password, how does that userid/password get compared against the LDAP
> > server?)
> >
> > 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
>
>_______________________________________________
>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


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From seph at commerceflow.com  Mon Dec  2 20:27:46 2002
From: seph at commerceflow.com (seph)
Date: 02 Dec 2002 17:27:46 -0800
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <5.1.0.14.2.20021202163456.057e84b0@mail1.qualcomm.com>
References: <1337C907-063E-11D7-AB6C-00039384A830@megacity.org>
	<5.1.0.14.2.20021202163456.057e84b0@mail1.qualcomm.com>
Message-ID: <w5265ubx565.fsf@debian.directionless.org>

> Only problem with basic auth, to my knowledge, is that anyone with a
> sniffer watching long enough will be able to grab passwords since with
> basic auth they are sent as plain text.

"ssl"

seph


From lynoure at otaverkko.fi  Tue Dec  3 01:36:08 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 03 Dec 2002 08:36:08 +0200
Subject: [rt-users] Merging users?
In-Reply-To: <4F8A8B82-0646-11D7-92D2-000393B2BB20@flothow.de>
References: <4F8A8B82-0646-11D7-92D2-000393B2BB20@flothow.de>
Message-ID: <1038897368.2500.4.camel@isis>

On Tue, 2002-12-03 at 00:35, Sebastian Flothow wrote:
> > Is there a way for merging the auto-created user
> > hank.helpdesker at helpdeskers.com with the 'real' hank?
> 
> Maybe the address canonicalization (in the config file) does the trick?

I guess hank was a bad example. The typical pair of addresses used is
nickname at domain and firstname.lastname at domain, so if I understood right,
canonicalization would do the trick only if I'd know which addresses
will and should be used and hardcode those into config.pm. I can think
of no regular expression that would do the job and anyway,
canonicalization probably doesn't help at the point where you have
multiple users of one person already.

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi
  



From Dave.Ewart at cancer.org.uk  Tue Dec  3 04:03:45 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Tue, 3 Dec 2002 09:03:45 +0000
Subject: [rt-users] Re: Remote Auth
In-Reply-To: <20021202234029.GH460@luggage.internal.moreton.com.au>
References: <5.1.0.14.2.20021202111030.00b1e780@mail1.qualcomm.com> <20021202234029.GH460@luggage.internal.moreton.com.au>
Message-ID: <20021203090345.GC20212@nemesis.ox.icnet.uk>

On Tuesday, 03.12.2002 at 09:40 +1000, Phil Homewood wrote:

> John Gedeon wrote:
> > If apache is configured to authenticate users how does one set up RT to 
> > recognize those users?
> 
> Look for these bits in config.pm:
> 
> $LookupSenderInExternalDatabase
> $SenderMustExistInExternalDatabase
> sub LookupExternalUserInfo
> $WebExternalAuth

The last one should be all you need, actually - I use 

$WebExternalAuth = 'on';

although I think any non-null value will work.  RT then accepts Apache's
authentication.

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 smylers at gbdirect.co.uk  Tue Dec  3 04:16:18 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Tue, 3 Dec 2002 09:16:18 +0000 (GMT)
Subject: [rt-users] empty message-body in replies
In-Reply-To: <20021202225218.GA460@luggage.internal.moreton.com.au>
Message-ID: <Pine.LNX.4.44.0212030910040.8443-100000@tiger.gbdirect.co.uk>

Phil Homewood wrote:

> chris at telerama.com wrote:
> >   * If somebody has the temerity to do both of the above then the mail
> >     has a media type of multipart/mixed, the first part of which has a
> >     media type of multipart/alternative, which in turn contains the
> >     actual message.  {$Transaction->Content()} is empty, so the
> >     forwarded mail appears to be messageless.
>
> http://lists.fsck.com/pipermail/rt-users/2002-August/009416.html
>
> contains a possible fix.

I'm confused!  Phil, why are you quoting a message that I wrote in July:

  http://lists.fsck.com/pipermail/rt-users/2002-July/008947.html

attributing it to somebody else, and replying in December (in a with a
different subject header) plugging a message you wrote in August (which
incidentally has the same subject that this one now does)?

More to the point, how did you realize that I'd completely missed your
fix to the problem when you mailed it in August and that I greatly
appreciate your pointing it out again?

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



From khera at kcilink.com  Tue Dec  3 09:59:43 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 3 Dec 2002 09:59:43 -0500
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <5.1.0.14.2.20021202163456.057e84b0@mail1.qualcomm.com>
References: <1337C907-063E-11D7-AB6C-00039384A830@megacity.org>
	<5.1.0.14.2.20021202163456.057e84b0@mail1.qualcomm.com>
Message-ID: <15852.50911.479848.948761@onceler.kciLink.com>

>>>>> "JG" == John Gedeon <jgedeon at qualcomm.com> writes:

JG> Only problem with basic auth, to my knowledge, is that anyone with a 
JG> sniffer watching long enough will be able to grab passwords since with 
JG> basic auth they are sent as plain text.

SSL, man, SSL!


From prlawrence at Lehigh.EDU  Tue Dec  3 10:34:23 2002
From: prlawrence at Lehigh.EDU (Phil R Lawrence)
Date: Tue, 03 Dec 2002 10:34:23 -0500
Subject: [rt-users] can't write to '/var/log/rt2/rt.log8'
Message-ID: <3DECCEFF.1060308@lehigh.edu>

RedHat 8.0
suidperl is installed:
   # ls -l `which suidperl`
   -rws--x--x    2 root     root        77025 Sep  2 00:14

When I email a ticket, sendmail correctly pipes:
"|/opt/rt2/bin/rt-mailgate --queue student --debug --action correspond"

but here is the error:
Effective User 8 (Real User 8) can't write to '/var/log/rt2/rt.log8': 
Permission denied at /usr/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm 
line 72.
554 5.3.0 unknown mailer error 13

(I added the user info.  User 8 is 'mail'.)

Any help?
Thanks,
Phil R Lawrence



From darren at boston.com  Tue Dec  3 10:58:49 2002
From: darren at boston.com (darren chamberlain)
Date: Tue, 3 Dec 2002 10:58:49 -0500
Subject: [rt-users] Merging users?
In-Reply-To: <1038897368.2500.4.camel@isis>
References: <4F8A8B82-0646-11D7-92D2-000393B2BB20@flothow.de> <1038897368.2500.4.camel@isis>
Message-ID: <20021203-8b6ad6879c0d1e0edd929b9c9d1e9399@mail.boston.com>

* Lynoure Rajamki <lynoure at otaverkko.fi> [2002-12-03 01:38]:
> On Tue, 2002-12-03 at 00:35, Sebastian Flothow wrote:
> > > Is there a way for merging the auto-created user
> > > hank.helpdesker at helpdeskers.com with the 'real' hank?
> > 
> > Maybe the address canonicalization (in the config file) does the
> > trick?
> 
> I guess hank was a bad example. The typical pair of addresses used is
> nickname at domain and firstname.lastname at domain, so if I understood
> right, canonicalization would do the trick only if I'd know which
> addresses will and should be used and hardcode those into config.pm.

If you control the domain, and maintain the aliases file (assuming your
MTA uses an aliases file), you can use my Mail::ExpandAliases module (on
CPAN) in CanonicalizeAddress:

  use Mail::ExpandAliases;
  use Mail::Address;
  my $ma = Mail::ExpandAliases->new("/etc/aliases");

  sub CanonicalizeAddress {
      my $email = shift;
      my ($address, $username, @aliases);

      $address = Mail::Address->new($email);
      $username = $address->user();

      @aliases = $ma->expand($username);

      return $aliases[0];
  }

So nickname at domain will turn into firstname.lastname.  You can modify
the return line to be:

    return join "@", $aliases[0], $address->host();

if you are using "firstname.lastname at domain"-style usernames in RT.

> I can think of no regular expression that would do the job and anyway,
> canonicalization probably doesn't help at the point where you have
> multiple users of one person already.

Yes, this is true, although you can (hopefully) prevent any new aliases
for a user from coming into being.

(darren)

-- 
Man is condemned to be free; because once thrown into the world, he is
for everything he does.
    -- Jean-Paul Sartre


From les at futuresource.com  Tue Dec  3 11:34:14 2002
From: les at futuresource.com (Les Mikesell)
Date: Tue, 3 Dec 2002 10:34:14 -0600
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <15852.50911.479848.948761@onceler.kciLink.com>
Message-ID: <CJELIEBEFNCJAOMOOMNNGEHMCJAA.les@futuresource.com>

> From: rt-users-admin at lists.fsck.com

> JG> Only problem with basic auth, to my knowledge, is that anyone with a 
> JG> sniffer watching long enough will be able to grab passwords since with 
> JG> basic auth they are sent as plain text.
> 
> SSL, man, SSL!

And the only problem with SSL is that you can't use it with
multiple named vhosts on the same IP address.  I like to give
every web service its own hostname because this makes it easy
to move around as machines are changed or upgraded without
affecting anything else and it is a lot easier to do this with
CNAMES than IP addresses.  When you run these over ssl the browser
always pops up a warning that the hostname on the certificate
doesn't match the requested host - but it does work as long as the
user clicks the OK button.  Is there any way to avoid this that
doesn't tie the name to an IP address as a side effect?

--
  Les Mikesell
    les at futuresource.com



From khera at kcilink.com  Tue Dec  3 11:36:42 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 3 Dec 2002 11:36:42 -0500
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <CJELIEBEFNCJAOMOOMNNGEHMCJAA.les@futuresource.com>
References: <15852.50911.479848.948761@onceler.kciLink.com>
	<CJELIEBEFNCJAOMOOMNNGEHMCJAA.les@futuresource.com>
Message-ID: <15852.56730.715854.476831@onceler.kciLink.com>

>>>>> "LM" == Les Mikesell <les at futuresource.com> writes:

LM> And the only problem with SSL is that you can't use it with
LM> multiple named vhosts on the same IP address.  I like to give
LM> every web service its own hostname because this makes it easy

Unfortunately, no.  There is a patch proposed for Apache2 that does
the equivalent of TLS for SMTP mail (ie, connect to the same port as
normal, do vhost things, then negotiate SSL), but there are no clients
that support that yet.

I just put my RT instance in different port number and its own
instance of apache -- no vhosting.  This keeps my RT module bloat from
adding to the regular mod_perl server module bloat ;-)

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 jgedeon at qualcomm.com  Tue Dec  3 11:42:11 2002
From: jgedeon at qualcomm.com (John Gedeon)
Date: Tue, 03 Dec 2002 08:42:11 -0800
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <15852.50911.479848.948761@onceler.kciLink.com>
References: <5.1.0.14.2.20021202163456.057e84b0@mail1.qualcomm.com>
 <1337C907-063E-11D7-AB6C-00039384A830@megacity.org>
 <5.1.0.14.2.20021202163456.057e84b0@mail1.qualcomm.com>
Message-ID: <5.1.0.14.2.20021203084125.05babeb8@mail1.qualcomm.com>

I was just stating that apache auth alone wouldn't do it just in case derek 
didn't have something like ssl up :)

At 06:59 AM 12/3/2002, Vivek Khera wrote:
> >>>>> "JG" == John Gedeon <jgedeon at qualcomm.com> writes:
>
>JG> Only problem with basic auth, to my knowledge, is that anyone with a
>JG> sniffer watching long enough will be able to grab passwords since with
>JG> basic auth they are sent as plain text.
>
>SSL, man, SSL!
>_______________________________________________
>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


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From les at futuresource.com  Tue Dec  3 12:08:24 2002
From: les at futuresource.com (Les Mikesell)
Date: Tue, 3 Dec 2002 11:08:24 -0600
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <15852.56730.715854.476831@onceler.kciLink.com>
Message-ID: <CJELIEBEFNCJAOMOOMNNCEHNCJAA.les@futuresource.com>

> From: Vivek Khera
 
> LM> And the only problem with SSL is that you can't use it with
> LM> multiple named vhosts on the same IP address.  I like to give
> LM> every web service its own hostname because this makes it easy
> 
> Unfortunately, no.  There is a patch proposed for Apache2 that does
> the equivalent of TLS for SMTP mail (ie, connect to the same port as
> normal, do vhost things, then negotiate SSL), but there are no clients
> that support that yet.

This really needs to be tied to a different form of authentication
anyway - if the client passes the host: header it would probably
also pass the headers with basic authentication in the clear. In
many cases nothing but the password really needs to be encrypted.

> I just put my RT instance in different port number and its own
> instance of apache -- no vhosting.  This keeps my RT module bloat from
> adding to the regular mod_perl server module bloat ;-)

This is a different issue familiar to mod_perl users that can be hidden
by a front-end proxy.  It is still more painful than necessary when
you want to move it to a different machine or are forced to change
all of your IP addesses. 

--
  Les Mikesell
   les at futuresource.com



From khera at kcilink.com  Tue Dec  3 13:05:35 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 3 Dec 2002 13:05:35 -0500
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <CJELIEBEFNCJAOMOOMNNCEHNCJAA.les@futuresource.com>
References: <15852.56730.715854.476831@onceler.kciLink.com>
	<CJELIEBEFNCJAOMOOMNNCEHNCJAA.les@futuresource.com>
Message-ID: <15852.62063.861454.443598@onceler.kciLink.com>

>>>>> "LM" == Les Mikesell <les at futuresource.com> writes:

>> instance of apache -- no vhosting.  This keeps my RT module bloat from
>> adding to the regular mod_perl server module bloat ;-)

LM> This is a different issue familiar to mod_perl users that can be hidden
LM> by a front-end proxy.  It is still more painful than necessary when

Oh, I know all about that.... even wrote up a whole document about it
that ships with mod_perl ;-)


From bill at daze.net  Tue Dec  3 13:19:31 2002
From: bill at daze.net (bill at daze.net)
Date: Tue, 3 Dec 2002 10:19:31 -0800 (PST)
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <CJELIEBEFNCJAOMOOMNNGEHMCJAA.les@futuresource.com>
Message-ID: <20021203101438.G78049-100000@droid.daze.net>

> And the only problem with SSL is that you can't use it with
> multiple named vhosts on the same IP address.  I like to give
> every web service its own hostname because this makes it easy
> to move around as machines are changed or upgraded without
> affecting anything else and it is a lot easier to do this with
> CNAMES than IP addresses.  When you run these over ssl the browser
> always pops up a warning that the hostname on the certificate
> doesn't match the requested host - but it does work as long as the
> user clicks the OK button.  Is there any way to avoid this that
> doesn't tie the name to an IP address as a side effect?

Yes, get a wildcard certificate, i.e. *.example.com.  Then you can use
name based virtual hosts site1.example.com, site2.example.com, etc.
without receiving a certificate mismatch warning.

We've been using them for years.  Thawte used to be the only game in town,
but now you can get them from other Certificate Authorities.  Our current
wildcard certificate is from Geotrust/Equifax.

-Bill




From matthew.disney at fedex.com  Tue Dec  3 17:11:58 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Tue, 03 Dec 2002 16:11:58 -0600
Subject: [rt-users] LDAP Authentication, Redux 
In-Reply-To: <20021203101438.G78049-100000@droid.daze.net> 
References: <20021203101438.G78049-100000@droid.daze.net>
Message-ID: <200212032211.gB3MBwO09395@nfsa.ecdev.fedex.com>

Wildcard certificates sound good to me.

If that doesn't work for you, you could probably NAT it. For example,
on a linux box you could use iptables to translate the virtual hostname
back to the real server. The NAT box and webserver need not be the same
machine, though they very well could be.  You would need to adjust the
webserver config and DNS records accordingly, as well. My group isn't
currently serving RT over SSL so we aren't actually using NAT for that,
though we do translate other things due to this exact SSLcert/vhost
issue.

Matt

bill at daze.net writes:
>> And the only problem with SSL is that you can't use it with
>> multiple named vhosts on the same IP address.  I like to give
>> every web service its own hostname because this makes it easy
>> to move around as machines are changed or upgraded without
>> affecting anything else and it is a lot easier to do this with
>> CNAMES than IP addresses.  When you run these over ssl the browser
>> always pops up a warning that the hostname on the certificate
>> doesn't match the requested host - but it does work as long as the
>> user clicks the OK button.  Is there any way to avoid this that
>> doesn't tie the name to an IP address as a side effect?
>
>Yes, get a wildcard certificate, i.e. *.example.com.  Then you can use
>name based virtual hosts site1.example.com, site2.example.com, etc.
>without receiving a certificate mismatch warning.
>
>We've been using them for years.  Thawte used to be the only game in town,
>but now you can get them from other Certificate Authorities.  Our current
>wildcard certificate is from Geotrust/Equifax.
>
>-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 pdh at snapgear.com  Tue Dec  3 17:22:14 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 4 Dec 2002 08:22:14 +1000
Subject: [rt-users] empty message-body in replies
In-Reply-To: <Pine.LNX.4.44.0212030910040.8443-100000@tiger.gbdirect.co.uk>
References: <20021202225218.GA460@luggage.internal.moreton.com.au> <Pine.LNX.4.44.0212030910040.8443-100000@tiger.gbdirect.co.uk>
Message-ID: <20021203222214.GB519@luggage.internal.moreton.com.au>

Smylers wrote:
> I'm confused!  Phil, why are you quoting a message that I wrote in July:
>   http://lists.fsck.com/pipermail/rt-users/2002-July/008947.html
> 
> attributing it to somebody else, and replying in December (in a with a
> different subject header) plugging a message you wrote in August (which
> incidentally has the same subject that this one now does)?

Because I thought it might be fun to confuse, confound and amaze you
with my psychic powers!

That, and the fact that the message I was replying to was
http://lists.fsck.com/pipermail/rt-users/2002-December/011059.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 rick.rezinas at qsent.com  Tue Dec  3 17:58:51 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Tue, 3 Dec 2002 14:58:51 -0800
Subject: [rt-users] LDAP Authentication, Redux
In-Reply-To: <200212032211.gB3MBwO09395@nfsa.ecdev.fedex.com>
References: <20021203101438.G78049-100000@droid.daze.net> <200212032211.gB3MBwO09395@nfsa.ecdev.fedex.com>
Message-ID: <20021203225851.GA20511@yeti.qsent.com>

On Tue, 03 Dec 2002, Matt Disney wrote:

We are serving RT over SSL.  We are using logical interfaces on
solaris/apache.  I think there might have been a reason you didn't want
to do this.  SSL is attached to the hostname, not the ip anyhow.  So if 
you move services around, you just need to repoint the DNS.  But who
wants to do that anyway ;)


rick



From matthew.disney at fedex.com  Tue Dec  3 21:25:36 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Tue, 03 Dec 2002 20:25:36 -0600
Subject: [rt-users] LDAP Authentication, Redux 
In-Reply-To: <20021203225851.GA20511@yeti.qsent.com> 
References: <20021203101438.G78049-100000@droid.daze.net> <200212032211.gB3MBwO09395@nfsa.ecdev.fedex.com> <20021203225851.GA20511@yeti.qsent.com>
Message-ID: <200212040225.gB42PaO11308@nfsa.ecdev.fedex.com>

Indeed, specifically we are using NAT to resolve SSL cert name issues
for round-robin webservers. However, I think Rick makes a great point
and a virtual IP should do the trick for the virtual host SSL cert
issue.

On a sidenote, I'm going to be clustering RT into a failover
configuration as soon as I get a chance to finish it up. I'll be using
a virtual-IP-based scheme to do so.

Matt

Rick Rezinas writes:
>On Tue, 03 Dec 2002, Matt Disney wrote:
>
>We are serving RT over SSL.  We are using logical interfaces on
>solaris/apache.  I think there might have been a reason you didn't want
>to do this.  SSL is attached to the hostname, not the ip anyhow.  So if 
>you move services around, you just need to repoint the DNS.  But who
>wants to do that anyway ;)
>
>
>rick
>
>_______________________________________________
>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 rehan at nha.co.za  Wed Dec  4 02:45:14 2002
From: rehan at nha.co.za (Rehan van der Merwe)
Date: 04 Dec 2002 09:45:14 +0200
Subject: [rt-users] Merging users?
In-Reply-To: <20021203-8b6ad6879c0d1e0edd929b9c9d1e9399@mail.boston.com>
References: <4F8A8B82-0646-11D7-92D2-000393B2BB20@flothow.de>
	 <1038897368.2500.4.camel@isis>
	 <20021203-8b6ad6879c0d1e0edd929b9c9d1e9399@mail.boston.com>
Message-ID: <1038987913.7688.3.camel@localhost.localdomain>

Hi, 

Would there be a solution if the user's actual email address changes
(e.g. if they work for a different company)?

I would still want all his 'old' tickets to be associated with him.

Rehan van der Merwe

> > > > Is there a way for merging the auto-created user
> > > > hank.helpdesker at helpdeskers.com with the 'real' hank?

> If you control the domain, and maintain the aliases file (assuming your
> MTA uses an aliases file), you can use my Mail::ExpandAliases module (on
> CPAN) in CanonicalizeAddress:
> 



From tagreen at mhsnetworks.net  Wed Dec  4 03:15:46 2002
From: tagreen at mhsnetworks.net (Todd A. Green)
Date: 04 Dec 2002 02:15:46 -0600
Subject: [rt-users] Issue installing 2.0.15
Message-ID: <1038989746.3276.77.camel@desktop>

Attempting to install RT 2.0.15 under the follow circumstances.

Redhat 7.3 (2.4.19 Kernel)
Perl 5.8.0
Mod Perl 1.99_07
Apache 2.0.43

Ran make testdeps and resolved all dependencies except Apache::Cookie
which complains because it cannot find Apache::MyConfig.pm.  The only
references I can find to Apache::MyConfig.pm seem to be for mod_perl
1.xx.

Suggestions?

-- 
Todd A. Green <tagreen at mhsnetworks.net>
Managed Hosting Soutions, Inc.



From lynoure at otaverkko.fi  Wed Dec  4 04:48:45 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 04 Dec 2002 11:48:45 +0200
Subject: [rt-users] can't write to '/var/log/rt2/rt.log8'
In-Reply-To: <3DECCEFF.1060308@lehigh.edu>
References: <3DECCEFF.1060308@lehigh.edu>
Message-ID: <1038995325.704.67.camel@isis>

On Tue, 2002-12-03 at 17:34, Phil R Lawrence wrote:

> but here is the error:
> Effective User 8 (Real User 8) can't write to '/var/log/rt2/rt.log8': 
> Permission denied at /usr/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm 
> line 72.
> 554 5.3.0 unknown mailer error 13

What are the permissions on /var/log/rt2/rt.log8 and /var/log/rt2/ ?

Those being to limited for the user that runs rt would be the most
simple cause.

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi 



From lynoure at otaverkko.fi  Wed Dec  4 05:34:05 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 04 Dec 2002 12:34:05 +0200
Subject: [rt-users] Template tags?
Message-ID: <1038998045.784.72.camel@isis>


Hi,

Is somewhere a document which explains the tags (e.g. $Ticket->Subject )
available for making a template? 

I'm trying to find a way to quote original request text (the one that
came from the requestor through e-mail) or further correspondence text
when corresponding with the requestor.

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From prlawrence at Lehigh.EDU  Wed Dec  4 08:53:12 2002
From: prlawrence at Lehigh.EDU (Phil R Lawrence)
Date: Wed, 04 Dec 2002 08:53:12 -0500
Subject: [rt-users] can't write to '/var/log/rt2/rt.log8'
References: <3DECCEFF.1060308@lehigh.edu> <1038995325.704.67.camel@isis>
Message-ID: <3DEE08C8.90703@lehigh.edu>

Lynoure Rajam?ki wrote:
> On Tue, 2002-12-03 at 17:34, Phil R Lawrence wrote:
> 
> 
>>but here is the error:
>>Effective User 8 (Real User 8) can't write to '/var/log/rt2/rt.log8': 
>>Permission denied at /usr/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm 
>>line 72.
>>554 5.3.0 unknown mailer error 13
> 
> 
> What are the permissions on /var/log/rt2/rt.log8 and /var/log/rt2/ ?
> 
> Those being to limited for the user that runs rt would be the most
> simple cause.


I've added group write to the dir
drwxrwxr-x    2 root     rt           4096 Dec  3 09:52 rt2

and made mail user a member of rt group.  That seems to work ok.  Are 
there any other users I need to make a member of rt?  Currently:
# grep rt /etc/group
rt:x:35:rt,apache,mail


Thanks,
Phil



From prlawrence at Lehigh.EDU  Wed Dec  4 09:02:29 2002
From: prlawrence at Lehigh.EDU (Phil R Lawrence)
Date: Wed, 04 Dec 2002 09:02:29 -0500
Subject: [rt-users] s/ticket/request/g ???
Message-ID: <3DEE0AF5.8040100@lehigh.edu>

Does anyone know if I can change all references of a "Ticket" into 
Request?  Or is this hardcoded into the program?

My users object to the word "ticket."  :-)

Phil



From NAddicott at fulcrumanalytics.com  Wed Dec  4 11:51:24 2002
From: NAddicott at fulcrumanalytics.com (Nikki R Addicott)
Date: Wed, 4 Dec 2002 11:51:24 -0500
Subject: [rt-users] Super users
Message-ID: <OF74D8A284.A670C310-ON85256C85.005C7483@ny.cyberdialogue.com>

If I am a Super User, will I receive an auto-reply message on the creation
of all trouble tickets?

Nikki Addicott
Fulcrum Analytics, Inc.
212-651-7042



From jgedeon at qualcomm.com  Wed Dec  4 15:07:16 2002
From: jgedeon at qualcomm.com (John Gedeon)
Date: Wed, 04 Dec 2002 12:07:16 -0800
Subject: [rt-users] Requestor cannot be found
Message-ID: <5.1.0.14.2.20021204120509.056dd008@mail1.qualcomm.com>

I have looked through all the rt files and cannot find why my requestors 
are not found in the external database lookup.
I tested my database look up code and it returns proper things. however 
when I send emails to rt it rejects them saying
"RT couldn't find requestor via its external database lookup"
where do I look to fix that?


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From sean at techtarget.com  Wed Dec  4 15:20:44 2002
From: sean at techtarget.com (Sean Lutner)
Date: Wed, 04 Dec 2002 15:20:44 -0500
Subject: [rt-users] Broken RT-Send-CC
Message-ID: <3DEE639C.7060900@techtarget.com>

I've been fighting with the RT-Send-CC function for a few hours today. I 
found the following posts to the mailing list about getting it working...

http://lists.fsck.com/pipermail/rt-users/2002-September/010020.html and 
the two posts listed in that post.

I setup the following scrip actions

OnComment NotifyOtherRecipientsAsComment with template Correspondence
OnCorrespond NotifyOtherRecipients with template Correspondence
OnCorrespond NotifyRequestorsAndCcs with template Correspondence

Now when I add someone as a BCC mail gets sent to that person, but mail 
is still not being sent to someone I add as a one time CC. Can anyone 
point out something obvious I'm missing or something else I need to do?

Thanks
Sean

-- 
Sean Lutner
Senior Systems & Network Administrator
TechTarget, Inc.
117 Kendrick St, Suite 800
Needham, MA 02494
P: 781-657-1337
F: 781-657-1100
E: sean at techtarget.com W: http://www.techtarget.com

"Imagination is more important than knowledge." -- Albert Einstein 




From b.boksa at sidebysite.de  Wed Dec  4 17:42:34 2002
From: b.boksa at sidebysite.de (Benjamin Boksa)
Date: Wed, 4 Dec 2002 23:42:34 +0100
Subject: [rt-users] Supervisor for Customers using SelfService
Message-ID: <AE90DAD1-07D9-11D7-98F9-00039310C34C@sidebysite.de>

Hi rt-users!

in the last week we started to introduce RT to one of our customers. 
Several people at this customer have the right to create tickets and 
modify the priority of their tickets in a given queue.

This customer internally has a supervisor (I hope this is the right 
word). At the moment this supervisor is treated like anyone else, but 
in the near future he should be able to modify the tickets of the other 
people at the customer.

Is there any way to do that in SelfService, without letting the 
supervisor access RT? I guess the only thing would be to create a 
ScripAction, which adds this supervisor as a Requestor for every ticket 
created in the given queue.

If there is another way to do that I would be glad if you let me know, 
as this (unlike many others ;-) ) is a understandable wish from the 
customer.

Thanks a lot in advance.

Regards,

Benjamin Boksa

-- 

Benjamin Boksa
b.boksa at sidebysite.de

side by site GmbH & Co. KG
Druckgestaltung & Webdesign

Barbarastr. 3-9 (Block 6)
D-50735 Koeln

Fon: +49 221 2790964
Fax: +49 221 2790965

http://www.sidebysite.de/



From rthompson at interpublic.com  Wed Dec  4 18:12:54 2002
From: rthompson at interpublic.com (Ray Thompson)
Date: Wed, 04 Dec 2002 17:12:54 -0600
Subject: Supervisor for Customers using SelfService [Fwd: Re: [rt-users] "Grouping"
 of unprivileged users]
Message-ID: <3DEE8BF6.6080207@interpublic.com>

Benjamin,

I think GroupService might be what you are looking for.

--Ray
-------------- next part --------------
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Subject: Re: [rt-users] "Grouping" of unprivileged users
Date: Wed, 13 Nov 2002 10:57:33 +0100
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URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20021204/50c16e48/attachment.eml>

From pdh at snapgear.com  Wed Dec  4 19:04:41 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 5 Dec 2002 10:04:41 +1000
Subject: [rt-users] Issue installing 2.0.15
In-Reply-To: <1038989746.3276.77.camel@desktop>
References: <1038989746.3276.77.camel@desktop>
Message-ID: <20021205000441.GD1551@luggage.internal.moreton.com.au>

Todd A. Green wrote:
> Attempting to install RT 2.0.15 under the follow circumstances.
> 
> Mod Perl 1.99_07
> Apache 2.0.43

You probably don't want to do that.

http://lists.fsck.com/pipermail/rt-users/2002-August/009340.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 pdh at snapgear.com  Wed Dec  4 19:09:43 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 5 Dec 2002 10:09:43 +1000
Subject: [rt-users] s/ticket/request/g ???
In-Reply-To: <3DEE0AF5.8040100@lehigh.edu>
References: <3DEE0AF5.8040100@lehigh.edu>
Message-ID: <20021205000943.GE1551@luggage.internal.moreton.com.au>

Phil R Lawrence wrote:
> Does anyone know if I can change all references of a "Ticket" into 
> Request?  Or is this hardcoded into the program?

It's hardcoded all over the place, but there's nothing stopping
you from changing 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  Wed Dec  4 19:14:27 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 5 Dec 2002 10:14:27 +1000
Subject: [rt-users] Super users
In-Reply-To: <OF74D8A284.A670C310-ON85256C85.005C7483@ny.cyberdialogue.com>
References: <OF74D8A284.A670C310-ON85256C85.005C7483@ny.cyberdialogue.com>
Message-ID: <20021205001427.GF1551@luggage.internal.moreton.com.au>

Nikki R Addicott wrote:
> If I am a Super User, will I receive an auto-reply message on the creation
> of all trouble tickets?

http://fsck.com/rtfm/article.html?id=2#50 should explain things.
In particular, you want to look at the "Set up Scrips" and
"Set up queue watchers" sections.
-- 
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 Dec  4 19:24:18 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 5 Dec 2002 10:24:18 +1000
Subject: [rt-users] Template tags?
In-Reply-To: <1038998045.784.72.camel@isis>
References: <1038998045.784.72.camel@isis>
Message-ID: <20021205002418.GG1551@luggage.internal.moreton.com.au>

Lynoure Rajam?ki wrote:
> Is somewhere a document which explains the tags (e.g. $Ticket->Subject )
> available for making a template? 

No, but perhaps there should be a pointer. :-)

$Ticket refers to the RT::Ticket object for the current ticket.
``man RT::Ticket'' should give you an idea of all the methods
accessible via that object (of which Subject is one.)

> I'm trying to find a way to quote original request text (the one that
> came from the requestor through e-mail) or further correspondence text
> when corresponding with the requestor.

You want something like

{$Ticket->Transactions->First->Content()}

in this case.
-- 
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 tagreen at mhsnetworks.net  Wed Dec  4 20:32:08 2002
From: tagreen at mhsnetworks.net (Todd A. Green)
Date: 04 Dec 2002 19:32:08 -0600
Subject: [rt-users] Issue installing 2.0.15
In-Reply-To: <20021205000441.GD1551@luggage.internal.moreton.com.au>
References: <1038989746.3276.77.camel@desktop>
	 <20021205000441.GD1551@luggage.internal.moreton.com.au>
Message-ID: <1039051928.3279.93.camel@desktop>

Actually, I do want to do that, but I can't yet;)

Seems the only module that isn't ready for Apache2 is Apache::Request.

Thanks,

On Wed, 2002-12-04 at 18:04, Phil Homewood wrote:
> Todd A. Green wrote:
> > Attempting to install RT 2.0.15 under the follow circumstances.
> > 
> > Mod Perl 1.99_07
> > Apache 2.0.43
> 
> You probably don't want to do that.
> 
> http://lists.fsck.com/pipermail/rt-users/2002-August/009340.html
-- 
Todd A. Green <tagreen at mhsnetworks.net>
Managed Hosting Soutions, Inc.



From dane at al.com.au  Wed Dec  4 21:12:20 2002
From: dane at al.com.au (Dane Rapaport)
Date: Thu, 05 Dec 2002 13:12:20 +1100
Subject: [rt-users] setting a default for New Ticket
Message-ID: <02Dec5.140728est.119139@gateway.al.com.au>

Hi folks,

Id like to be able to set a default queue for the 'New Ticket In' call 
on the main page.


I traced it back to

/path/to/rt2/WebRT/html/Elements/SelectNewTicketQueue

and it has this content:

---
<& SelectQueue, Name => $Name, Verbose => $Verbose, Default => $Default,
	ShowAllQueues => 0, ShowNullOption => 0 &>
<%ARGS>
$Name => 'Queue'
$Verbose => undef
$Default => undef
</%ARGS>
---

When I change verbose to 1, I get extended information on the Queue 
Names ie QueueName + Description

But when I change $Default to the queue I want as the default queue for 
New Ticket, nothing changes. I tried various punctuation around my 
desired 'queue'.

After mucking around for a while I gave up in dis(gust|tress) and sought 
a more kludged method.

As my desired default queue was actually the last queue alphabetically,
I changed /path/to/rt2/lib/RT/Queues.pm to  ORDER => 'DES'
so it reverses its sort order, my default queue is now at the top of the 
list and is therefore the default queue when I click 'New Ticket In'.

Does anyone have any idea how to actually set a default queue for New 
Ticket that doesn't involve kludging the sort order?

Was I using incorrect syntax when editing SelectNewTicketQueue?

Was I looking in completely the wrong place?

Thanks in advance

Dane

-- 
Dane Rapaport
Unix Systems Administrator and All Round Nice Guy
Animal LOGIC, Fox Studios Australia
www.animallogic.com
p: +61 2 9383 4652
m:  0414 735 922



From pdh at snapgear.com  Wed Dec  4 21:21:57 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 5 Dec 2002 12:21:57 +1000
Subject: [rt-users] setting a default for New Ticket
In-Reply-To: <02Dec5.140728est.119139@gateway.al.com.au>
References: <02Dec5.140728est.119139@gateway.al.com.au>
Message-ID: <20021205022157.GI1551@luggage.internal.moreton.com.au>

Dane Rapaport wrote:
> But when I change $Default to the queue I want as the default queue for 
> New Ticket, nothing changes. I tried various punctuation around my 
> desired 'queue'.

You want the queue Id there, not the name.
-- 
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 lynoure at otaverkko.fi  Thu Dec  5 01:43:51 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 05 Dec 2002 08:43:51 +0200
Subject: [rt-users] can't write to '/var/log/rt2/rt.log8'
In-Reply-To: <3DEE08C8.90703@lehigh.edu>
References: <3DECCEFF.1060308@lehigh.edu> <1038995325.704.67.camel@isis> 
	<3DEE08C8.90703@lehigh.edu>
Message-ID: <1039070631.2585.9.camel@isis>

On Wed, 2002-12-04 at 15:53, Phil R Lawrence wrote:
 
> and made mail user a member of rt group.  That seems to work ok.  Are 
> there any other users I need to make a member of rt?  Currently:
> # grep rt /etc/group
> rt:x:35:rt,apache,mail

Those should be enough. 

-- 
Lynoure Rajam?ki




From hwagener at hamburg.fcb.com  Thu Dec  5 04:23:45 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 5 Dec 2002 10:23:45 +0100
Subject: [rt-users] Requestor cannot be found
In-Reply-To: <5.1.0.14.2.20021204120509.056dd008@mail1.qualcomm.com>
Message-ID: <40F2123A-0833-11D7-9616-003065DC18B8@hamburg.fcb.com>

Am Mittwoch, 04.12.02 um 21:07 Uhr schrieb John Gedeon:

> I have looked through all the rt files and cannot find why my 
> requestors are not found in the external database lookup.
> I tested my database look up code and it returns proper things. 
> however when I send emails to rt it rejects them saying
> "RT couldn't find requestor via its external database lookup"
> where do I look to fix that?
>

First, in config.pm set $LogToFile = 'debug', so rt is a bit more 
chatty about what it does and does not.

Second, Sprinkle Your own code with some debug messages as well, while 
You are at it. Look hard. Look really hard at what is shown.

Third, compare Your code with the other implementation available in the 
contrib and rt-addons directories.

Fourth, don't be afraid to show Your code here, so other may spot Your 
errors (peer review is always fine).

-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg



From smylers at gbdirect.co.uk  Thu Dec  5 04:37:27 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Thu, 5 Dec 2002 09:37:27 +0000 (GMT)
Subject: [rt-users] Template tags?
In-Reply-To: <20021205002418.GG1551@luggage.internal.moreton.com.au>
Message-ID: <Pine.LNX.4.44.0212050933240.29692-100000@tiger.gbdirect.co.uk>

Phil Homewood wrote:

> Lynoure Rajam?ki wrote:
>
> > Is somewhere a document which explains the tags (e.g.
> > $Ticket->Subject ) available for making a template?
>
> No, but perhaps there should be a pointer. :-)
>
> $Ticket refers to the RT::Ticket object for the current ticket.  ``man
> RT::Ticket'' should give you an idea of all the methods accessible via
> that object (of which Subject is one.)

The documentation only documents the 'difficult' things you can do with
an RT::Ticket object.  For retreiving 'simple' pieces of information
about a ticket, you also needs to know that RT::Ticket inherits from
DBIx::SearchBuilder and corresponds to a record in the Tickets table in
the database.

So $Ticket->Subject works because Tickets.Subject is in the DB.  If you
have a quick look at that table you'll be able to work out that things
like $Ticket->Status and $Ticket->Due and also possible.

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



From jgedeon at qualcomm.com  Thu Dec  5 13:19:43 2002
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 05 Dec 2002 10:19:43 -0800
Subject: [rt-users] change ticket status names
Message-ID: <5.1.0.14.2.20021205101839.00b0ad90@mail1.qualcomm.com>

Is it possible to change the status names of a ticket. say instead of open 
we wanted working? Or is it hardcoded everywhere?
John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From mhershey at mhpcc.edu  Thu Dec  5 13:44:14 2002
From: mhershey at mhpcc.edu (Michele Hershey)
Date: Thu, 05 Dec 2002 08:44:14 -1000
Subject: [rt-users] setting a default for New Ticket
References: <02Dec5.140728est.119139@gateway.al.com.au>
Message-ID: <3DEF9E7E.4F901372@mhpcc.edu>

The easiest way I found to do this is name the queue "1-Queue_name"...it
will be the first one in the sort order and thus the default.

Michele

Dane Rapaport wrote:

> Hi folks,
>
> Id like to be able to set a default queue for the 'New Ticket In' call
> on the main page.
>
> I traced it back to
>
> /path/to/rt2/WebRT/html/Elements/SelectNewTicketQueue
>
> and it has this content:
>
> ---
> <& SelectQueue, Name => $Name, Verbose => $Verbose, Default => $Default,
>         ShowAllQueues => 0, ShowNullOption => 0 &>
> <%ARGS>
> $Name => 'Queue'
> $Verbose => undef
> $Default => undef
> </%ARGS>
> ---
>
> When I change verbose to 1, I get extended information on the Queue
> Names ie QueueName + Description
>
> But when I change $Default to the queue I want as the default queue for
> New Ticket, nothing changes. I tried various punctuation around my
> desired 'queue'.
>
> After mucking around for a while I gave up in dis(gust|tress) and sought
> a more kludged method.
>
> As my desired default queue was actually the last queue alphabetically,
> I changed /path/to/rt2/lib/RT/Queues.pm to  ORDER => 'DES'
> so it reverses its sort order, my default queue is now at the top of the
> list and is therefore the default queue when I click 'New Ticket In'.
>
> Does anyone have any idea how to actually set a default queue for New
> Ticket that doesn't involve kludging the sort order?
>
> Was I using incorrect syntax when editing SelectNewTicketQueue?
>
> Was I looking in completely the wrong place?
>
> Thanks in advance
>
> Dane
>
> --
> Dane Rapaport
> Unix Systems Administrator and All Round Nice Guy
> Animal LOGIC, Fox Studios Australia
> www.animallogic.com
> p: +61 2 9383 4652
> m:  0414 735 922
>
> _______________________________________________
> 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 sn at yellowbase.dk  Thu Dec  5 14:33:34 2002
From: sn at yellowbase.dk (Steffen Nissen)
Date: 05 Dec 2002 20:33:34 +0100
Subject: [rt-users] Seeing replies from users
Message-ID: <1039116819.2385.73.camel@blade>

Hi

I have recently installed RT2 and I use it to track questions etc. in
our company. Which means that everyone can create a ticket by sending a
mail, and if we reply to them they can also reply to this ticket.

But I seem to have problems finding out which tickets that users have
replied to.

I could look at the last time, but since I can't remember when I (or
some of my co-workers) have replied to the ticket it is not a good
indication.

Is there any way of seeing on the "search" view who have changed the
ticket last?

Or perhabs changing a ticket from open to new whenever a
user(non-member-user) replies to a ticket?

Regards
Steffen

-- 
Med Venlig Hilsen

Steffen Nissen
Chefudvikler

Yellowbase.dk
Husumgade 50
2200 K?benhavn N
Tlf.nr   : 3585 2322
E-mail   : sn at yellowbase.dk



From khera at kcilink.com  Thu Dec  5 15:04:51 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 5 Dec 2002 15:04:51 -0500
Subject: [rt-users] Seeing replies from users
In-Reply-To: <1039116819.2385.73.camel@blade>
References: <1039116819.2385.73.camel@blade>
Message-ID: <15855.45411.921658.393953@yertle.kciLink.com>

>>>>> "SN" == Steffen Nissen <sn at yellowbase.dk> writes:

SN> Is there any way of seeing on the "search" view who have changed the
SN> ticket last?

when you respond and are waiting for a reply (which may never come),
mark the ticket "resolved".  RT will re-open it when the person
finally responds.  I'm not sure if using the "stalled" state will
accomplish this too.



From les at futuresource.com  Thu Dec  5 15:07:33 2002
From: les at futuresource.com (Les Mikesell)
Date: Thu, 5 Dec 2002 14:07:33 -0600
Subject: [rt-users] prevent auto-response for some senders?
Message-ID: <CJELIEBEFNCJAOMOOMNNOEIGCJAA.les@futuresource.com>

I've given out the helpdesk email address to
several outside entities for notification of
planned outages and similar events.  Now that
I'm letting RT handle the address I'm probably
bothering people that don't want to get a ticket
number.  Is there any way after a new user entry
is auto-created from the first email to specify that
subsequent mail from that address should not generate
any response back to the sender?

--
  Les Mikesell
    les at futuresource.com



From sn at yellowbase.dk  Thu Dec  5 15:26:53 2002
From: sn at yellowbase.dk (Steffen Nissen)
Date: 05 Dec 2002 21:26:53 +0100
Subject: [rt-users] Seeing replies from users
In-Reply-To: <15855.45411.921658.393953@yertle.kciLink.com>
References: <1039116819.2385.73.camel@blade> 
	<15855.45411.921658.393953@yertle.kciLink.com>
Message-ID: <1039120014.2385.88.camel@blade>

> >>>>> "SN" == Steffen Nissen <sn at yellowbase.dk> writes:
> 
> SN> Is there any way of seeing on the "search" view who have changed the
> SN> ticket last?
> 
> when you respond and are waiting for a reply (which may never come),
> mark the ticket "resolved".  RT will re-open it when the person
> finally responds.  I'm not sure if using the "stalled" state will
> accomplish this too.

I do use this option with some tickets, but the problem is that I have
several tickets, that I NEED a reply on. Eg. (A owes us money, we send
out an automated request for the money. The user answers "I can't pay
because ..". Then we reply the user.). This ticket is still open, and we
need to take care of the problem if the user does not reply.

So you see we have open tickets, where we await replies that may never
come, and we do not want to look at the history of all of these tickets
in order to see who have replied.

Regards Steffen



From colm at tuatha.org  Thu Dec  5 15:30:24 2002
From: colm at tuatha.org (Colm Buckley)
Date: Thu, 5 Dec 2002 20:30:24 +0000
Subject: [rt-users] Keyword visibility in SelfService screen
Message-ID: <200212052030.24822.colm@tuatha.org>

Hey, all -

Is there any way of allowing nonprivileged users to see the keyword
status of their requests in the selfservice screen?  We use keywords
extensively to mark the various phases of the requests, but keywords
aren't visible on the requestors selfservice screen.

I'm using RT 2.0.14

            Colm

-- 
Colm Buckley | colm at tuatha.org | +353 87 2469146 | www.colm.buckley.name
As a computer, I find your faith in technology amusing.



From jamesm at xandros.com  Thu Dec  5 15:38:14 2002
From: jamesm at xandros.com (James McOrmond)
Date: Thu, 05 Dec 2002 15:38:14 -0500
Subject: [rt-users] Seeing replies from users
References: <1039116819.2385.73.camel@blade> 	<15855.45411.921658.393953@yertle.kciLink.com> <1039120014.2385.88.camel@blade>
Message-ID: <3DEFB936.5010108@xandros.com>

I modified the "25 highest priority tickets I own..." panel to include 
the userid of the person that last updated the ticket.

This covers most of this.

> I do use this option with some tickets, but the problem is that I have
> several tickets, that I NEED a reply on. Eg. (A owes us money, we send
> out an automated request for the money. The user answers "I can't pay
> because ..". Then we reply the user.). This ticket is still open, and we
> need to take care of the problem if the user does not reply.
> 
> So you see we have open tickets, where we await replies that may never
> come, and we do not want to look at the history of all of these tickets
> in order to see who have replied.
> 
> Regards Steffen
> 
> _______________________________________________
> 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


-- 
James A. Mcormond (jamesm at xandros.com)
QA Specialist, Networking and Bugzilla Guy
Xandros Corporation, Ottawa, Canada
Simple. Compatible. Linux.



From sn at yellowbase.dk  Thu Dec  5 15:38:53 2002
From: sn at yellowbase.dk (Steffen Nissen)
Date: 05 Dec 2002 21:38:53 +0100
Subject: [rt-users] Seeing replies from users
In-Reply-To: <3DEFB936.5010108@xandros.com>
References: <1039116819.2385.73.camel@blade>
		<15855.45411.921658.393953@yertle.kciLink.com>
	<1039120014.2385.88.camel@blade>  <3DEFB936.5010108@xandros.com>
Message-ID: <1039120734.2386.103.camel@blade>

This seem to be a farely good solution, but how do I do that?

tor, 2002-12-05 kl. 21:38 skrev James McOrmond:
> 
> I modified the "25 highest priority tickets I own..." panel to include 
> the userid of the person that last updated the ticket.
> 
> This covers most of this.
> 
> > I do use this option with some tickets, but the problem is that I have
> > several tickets, that I NEED a reply on. Eg. (A owes us money, we send
> > out an automated request for the money. The user answers "I can't pay
> > because ..". Then we reply the user.). This ticket is still open, and we
> > need to take care of the problem if the user does not reply.
> > 
> > So you see we have open tickets, where we await replies that may never
> > come, and we do not want to look at the history of all of these tickets
> > in order to see who have replied.
> > 
> > Regards Steffen




From sn at yellowbase.dk  Thu Dec  5 15:46:11 2002
From: sn at yellowbase.dk (Steffen Nissen)
Date: 05 Dec 2002 21:46:11 +0100
Subject: [rt-users] Sending emails from request tracker
Message-ID: <1039121172.2386.113.camel@blade>

Hi

Is there any way of sending emails from request tracker.

Eg. I want to send out a reminder to a user, saying that they need to
send us some stuff. 

I wan't this to be a request tracker ticket, since I then have the
posibility to follow the ticket.

It would also be nice if I could get some of my automaticly created
emails to be send through request tracker.

Regards Steffen



From jamesm at xandros.com  Thu Dec  5 15:49:56 2002
From: jamesm at xandros.com (James McOrmond)
Date: Thu, 05 Dec 2002 15:49:56 -0500
Subject: [rt-users] Seeing replies from users
References: <1039116819.2385.73.camel@blade>		<15855.45411.921658.393953@yertle.kciLink.com>	<1039120014.2385.88.camel@blade>  <3DEFB936.5010108@xandros.com> <1039120734.2386.103.camel@blade>
Message-ID: <3DEFBBF4.2050907@xandros.com>

The file /opt/rt2/WebRT/html/Elements/MyTickets (depending on your 
install location of course) is the one you need to look at.

I added the column:  Last Comment By
using the variable: <%$Ticket->LastUpdatedByObj->Name%>

If you know HTML, you should be able to throw this in easy.


Steffen Nissen wrote:
> This seem to be a farely good solution, but how do I do that?
> 
> tor, 2002-12-05 kl. 21:38 skrev James McOrmond:
> 
>>I modified the "25 highest priority tickets I own..." panel to include 
>>the userid of the person that last updated the ticket.

-- 
James A. Mcormond (jamesm at xandros.com)
QA Specialist, Networking and Bugzilla Guy
Xandros Corporation, Ottawa, Canada
Simple. Compatible. Linux.



From sn at yellowbase.dk  Thu Dec  5 16:12:39 2002
From: sn at yellowbase.dk (Steffen Nissen)
Date: 05 Dec 2002 22:12:39 +0100
Subject: [rt-users] Seeing replies from users
In-Reply-To: <3DEFBBF4.2050907@xandros.com>
References: 	<1039116819.2385.73.camel@blade>		<15855.45411.921658.393953@yertle.kciLink.
	com>	<1039120014.2385.88.camel@blade>  <3DEFB936.5010108@xandros.com>
	<1039120734.2386.103.camel@blade>  <3DEFBBF4.2050907@xandros.com>
Message-ID: <1039122760.2386.120.camel@blade>

Thanks a lot, I also added the following line in WebOptions. Now I have
all that I need.

       { Header => 'Last Comment',
         TicketAttribute => 'LastUpdatedByObj->Name'
         },

Regards Steffen


tor, 2002-12-05 kl. 21:49 skrev James McOrmond:
> The file /opt/rt2/WebRT/html/Elements/MyTickets (depending on your 
> install location of course) is the one you need to look at.
> 
> I added the column:  Last Comment By
> using the variable: <%$Ticket->LastUpdatedByObj->Name%>
> 
> If you know HTML, you should be able to throw this in easy.
> 
> 
> Steffen Nissen wrote:
> > This seem to be a farely good solution, but how do I do that?
> > 
> > tor, 2002-12-05 kl. 21:38 skrev James McOrmond:
> > 
> >>I modified the "25 highest priority tickets I own..." panel to include 
> >>the userid of the person that last updated the ticket.
> 
> -- 
> James A. Mcormond (jamesm at xandros.com)
> QA Specialist, Networking and Bugzilla Guy
> Xandros Corporation, Ottawa, Canada
> Simple. Compatible. Linux.
> 
> _______________________________________________
> 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
-- 
Med Venlig Hilsen

Steffen Nissen
Chefudvikler

Yellowbase.dk
Husumgade 50
2200 K?benhavn N
Tlf.nr   : 3585 2322
E-mail   : sn at yellowbase.dk



From khera at kcilink.com  Thu Dec  5 16:58:44 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 5 Dec 2002 16:58:44 -0500
Subject: [rt-users] Sending emails from request tracker
In-Reply-To: <1039121172.2386.113.camel@blade>
References: <1039121172.2386.113.camel@blade>
Message-ID: <15855.52244.958701.711932@yertle.kciLink.com>

>>>>> "SN" == Steffen Nissen <sn at yellowbase.dk> writes:

SN> It would also be nice if I could get some of my automaticly created
SN> emails to be send through request tracker.

We do this for some of our automatic notices that don't need to be
personalized:  we have an external process that decides the message
needs to be sent to a user send a short one liner request to a
specific RT queue faking the From address as the person who needs the
notice.  The queue is set up to autorespond with the message we want
them to get. All correspondence is now tracked via RT.

We haven't figured out a good way to customize the autoresponder, but
I'm sure someone could get creative ;-)

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 colm at tuatha.org  Thu Dec  5 18:06:38 2002
From: colm at tuatha.org (Colm Buckley)
Date: Thu, 5 Dec 2002 23:06:38 +0000
Subject: [rt-users] Keyword visibility in SelfService screen
In-Reply-To: <200212052030.24822.colm@tuatha.org>
References: <200212052030.24822.colm@tuatha.org>
Message-ID: <200212052306.38678.colm@tuatha.org>

On Thu 05 Dec 2002 20:30, I wrote:

> Is there any way of allowing nonprivileged users to see the keyword
> status of their requests in the selfservice screen?  We use keywords
> extensively to mark the various phases of the requests, but keywords
> aren't visible on the requestors selfservice screen.
>
> I'm using RT 2.0.14

A bit of investigation reveals that keywords *should* be being
displayed in SelfService/Display.html (because I can see the code to
do it), but they're not.  Further digging reveals that
$Ticket->QueueObj doesn't seem to be working properly - elsewhere on
SelfService/Display.html, the code should be displaying
$Ticket->QueueObj->Name and $Ticket->QueueObj->Description, but both
of these are coming up as empty strings; it would appear that the
wrong QueueObj is being returned from the QueueObj subroutine in
RT::Ticket.

Does this work for anyone else (RT 2.0.14) - can you see the correct
Queue name and description when logged on as an unprivileged user in
SelfService/Display.html?

         Colm

-- 
Colm Buckley | colm at tuatha.org | +353 87 2469146 | www.colm.buckley.name
"May the road rise to meet you." is not a blessing favoured by 
motorcyclists.



From pdh at snapgear.com  Thu Dec  5 19:16:00 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 6 Dec 2002 10:16:00 +1000
Subject: [rt-users] Keyword visibility in SelfService screen
In-Reply-To: <200212052306.38678.colm@tuatha.org>
References: <200212052030.24822.colm@tuatha.org> <200212052306.38678.colm@tuatha.org>
Message-ID: <20021206001600.GE467@luggage.internal.moreton.com.au>

Colm Buckley wrote:
> A bit of investigation reveals that keywords *should* be being
> displayed in SelfService/Display.html (because I can see the code to
> do it), but they're not.  Further digging reveals that
> $Ticket->QueueObj doesn't seem to be working properly - elsewhere on
> SelfService/Display.html, the code should be displaying
> $Ticket->QueueObj->Name and $Ticket->QueueObj->Description, but both
> of these are coming up as empty strings; it would appear that the
> wrong QueueObj is being returned from the QueueObj subroutine in
> RT::Ticket.

I haven't used SelfService, but this sounds like your user
simply doesn't have the right to SeeQueue.
-- 
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  Thu Dec  5 19:20:18 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 6 Dec 2002 10:20:18 +1000
Subject: [rt-users] prevent auto-response for some senders?
In-Reply-To: <CJELIEBEFNCJAOMOOMNNOEIGCJAA.les@futuresource.com>
References: <CJELIEBEFNCJAOMOOMNNOEIGCJAA.les@futuresource.com>
Message-ID: <20021206002018.GF467@luggage.internal.moreton.com.au>

Les Mikesell wrote:
> Is there any way after a new user entry
> is auto-created from the first email to specify that
> subsequent mail from that address should not generate
> any response back to the sender?

http://www.fsck.com/pub/rt/contrib/2.0/AutoReplySquelch.tgz
will do exactly what you want.
-- 
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 colm at tuatha.org  Thu Dec  5 19:24:57 2002
From: colm at tuatha.org (Colm Buckley)
Date: Fri, 6 Dec 2002 00:24:57 +0000
Subject: [rt-users] Keyword visibility in SelfService screen
In-Reply-To: <20021206001600.GE467@luggage.internal.moreton.com.au>
References: <200212052030.24822.colm@tuatha.org> <200212052306.38678.colm@tuatha.org> <20021206001600.GE467@luggage.internal.moreton.com.au>
Message-ID: <200212060024.57113.colm@tuatha.org>

On Fri 06 Dec 2002 00:16, Phil Homewood wrote:
> Colm Buckley wrote:

>> Further digging reveals that $Ticket->QueueObj doesn't seem to be
>> working properly

> I haven't used SelfService, but this sounds like your user simply
> doesn't have the right to SeeQueue.

... and it's as simple as that.  D'oh!

Thanks.

          Colm

-- 
Colm Buckley | colm at tuatha.org | +353 87 2469146 | www.colm.buckley.name
There's an exception to every rule, except this one.



From pdh at snapgear.com  Thu Dec  5 19:26:07 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 6 Dec 2002 10:26:07 +1000
Subject: [rt-users] change ticket status names
In-Reply-To: <5.1.0.14.2.20021205101839.00b0ad90@mail1.qualcomm.com>
References: <5.1.0.14.2.20021205101839.00b0ad90@mail1.qualcomm.com>
Message-ID: <20021206002607.GH467@luggage.internal.moreton.com.au>

John Gedeon wrote:
> Is it possible to change the status names of a ticket. say instead of open 
> we wanted working? Or is it hardcoded everywhere?

Anything's possible, but yes, it is hardcoded, so you'd have to
fiddle a bit. You probably only want to change the way "open"
is displayed in the webUI and maybe a template or two, leaving
the database representation as "open" ...
-- 
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 B.Schofield at mailbox.gu.edu.au  Thu Dec  5 20:31:04 2002
From: B.Schofield at mailbox.gu.edu.au (Brook Schofield)
Date: Fri, 06 Dec 2002 11:31:04 +1000
Subject: [rt-users] Bulk Merge/Link Add & Delete for RT2.0.15 [Patch]
Message-ID: <5.1.1.6.0.20021206112314.02a87340@kraken.itc.gu.edu.au>

This patch provides support for Bulk addition and removal of Links for 
RT-2.0.15.

This references [fsck.com #1842] which is a patch against 2.1.53 (aka RT3).

-Brook

=========================================================================
=     _/_/_/ _/_/_/ _/_/_/ _/_/_/ _/  _/ Brook Schofield                =
=    _/  _/ _/  _/ _/  _/ _/  _/ _/ _/   B.Schofield at mailbox.gu.edu.au  =
=   _/_/   _/_/_/ _/  _/ _/  _/ _/_/     Ph: +61 7 387 53779 - WCN 0.28 =
=  _/  _/ _/ _/  _/  _/ _/  _/ _/ _/     Directory Services Integration =
= _/_/_/ _/  _/ _/_/_/ _/_/_/ _/  _/     Griffith University QLD 4111   =
=========================================================================
-------------- next part --------------
diff -ur rt-2-0-15.orig/lib/RT/Interface/Web.pm rt-2-0-15/lib/RT/Interface/Web.pm
--- rt-2-0-15.orig/lib/RT/Interface/Web.pm	Sat Jul 13 03:31:41 2002
+++ rt-2-0-15/lib/RT/Interface/Web.pm	Fri Dec  6 11:11:29 2002
@@ -1116,52 +1116,89 @@
             my $type   = $2;
             my $target = $3;
 
-            push @results,
-              "Trying to delete: Base: $base Target: $target  Type $type";
-            my ( $val, $msg ) = $Ticket->DeleteLink(
-                Base   => $base,
-                Type   => $type,
-                Target => $target
-            );
-
-            push @results, $msg;
-
+            # DeleteLink-bulk-(DependsOn|MemberOf|RefersTo)-Ticket
+            if ($base eq 'bulk') {
+                $base = undef;
+                $target = $ARGSRef->{"$arg"};
+
+                for my $luri ( split ( / /, $ARGSRef->{ "$arg" } ) )
+                {
+                    $luri =~ s/\s*$//;    # Strip trailing whitespace
+                    my ( $val, $msg ) = $Ticket->DeleteLink(
+                        Base   => $base,
+                        Type   => $type,
+                        Target => $luri
+                    );
+
+                    push @results, $msg if ($val);
+                }
+            }
+            # DeleteLink-Ticket-(DependsOn|MemberOf|RefersTo)-bulk
+            elsif ($target eq 'bulk') {
+                $base = $ARGSRef->{$arg};
+                $target = undef;
+
+                for my $luri ( split ( / /, $ARGSRef->{ "$arg" } ) )
+                {
+                    $luri =~ s/\s*$//;    # Strip trailing whitespace
+                    my ( $val, $msg ) = $Ticket->DeleteLink(
+                        Base   => $luri,
+                        Type   => $type,
+                        Target => $target
+                    );
+
+                    push @results, $msg if ($val);
+                }
+            }
+            else {
+                push @results,
+                  "Trying to delete: Base: $base Target: $target  Type $type";
+                my ( $val, $msg ) = $Ticket->DeleteLink(
+                    Base   => $base,
+                    Type   => $type,
+                    Target => $target
+                );
+    
+                push @results, $msg;
+            }
         }
-
     }
 
     my @linktypes = qw( DependsOn MemberOf RefersTo );
 
     foreach my $linktype (@linktypes) {
 
-        for my $luri ( split ( / /, $ARGSRef->{ $Ticket->Id . "-$linktype" } ) )
-        {
-            $luri =~ s/\s*$//;    # Strip trailing whitespace
-            my ( $val, $msg ) = $Ticket->AddLink(
-                Target => $luri,
-                Type   => $linktype
-            );
-            push @results, $msg;
-        }
-
-        for my $luri ( split ( / /, $ARGSRef->{ "$linktype-" . $Ticket->Id } ) )
-        {
-            my ( $val, $msg ) = $Ticket->AddLink(
-                Base => $luri,
-                Type => $linktype
-            );
-
-            push @results, $msg;
+        for my $ticketid ($Ticket->Id, 'bulk') {
+            for my $luri ( split ( / /, $ARGSRef->{ "$ticketid-$linktype" } ) )
+            {
+                $luri =~ s/\s*$//;    # Strip trailing whitespace
+                my ( $val, $msg ) = $Ticket->AddLink(
+                    Target => $luri,
+                    Type   => $linktype
+                );
+                push @results, $msg;
+            }
+    
+            for my $luri ( split ( / /, $ARGSRef->{ "$linktype-$ticketid" } ) )
+            {
+                my ( $val, $msg ) = $Ticket->AddLink(
+                    Base => $luri,
+                    Type => $linktype
+                );
+    
+                push @results, $msg;
+            }
         }
     }
 
     #Merge if we need to
-    if ( $ARGSRef->{ $Ticket->Id . "-MergeInto" } ) {
-        my ( $val, $msg ) =
-          $Ticket->MergeInto( $ARGSRef->{ $Ticket->Id . "-MergeInto" } );
-        push @results, $msg;
+    for my $ticketid ($Ticket->Id, 'bulk') {
+        if ( $ARGSRef->{ "$ticketid-MergeInto" } ) {
+            my ( $val, $msg ) =
+              $Ticket->MergeInto( $ARGSRef->{ "$ticketid-MergeInto" } );
+            push @results, $msg;
+        }
     }
-
     return (@results);
 }
 
diff -ur rt-2-0-15.orig/webrt/Search/Bulk.html rt-2-0-15/webrt/Search/Bulk.html
--- rt-2-0-15.orig/webrt/Search/Bulk.html	Fri Jul 19 15:22:06 2002
+++ rt-2-0-15/webrt/Search/Bulk.html	Fri Dec  6 11:15:36 2002
@@ -59,46 +59,81 @@
 <& /Elements/TitleBoxStart, title => 'Update selected tickets' &>
 <TABLE>
 <TR>
-<TD VALIGN=TOP>
-<UL>
-<li> Make Owner <& /Elements/SelectOwner, Name => "Owner" &>
-(<input type=checkbox name="ForceOwnerChange"> Force change)
-<li> Add Requestor <INPUT Name="AddRequestor" SIZE=20>
-<li> Remove Requestor <INPUT Name="DeleteRequestor" SIZE=20>
-<li> Add Cc <INPUT Name="AddCc" SIZE=20>
-<li> Remove Cc <INPUT Name="DeleteCc" SIZE=20>
-<li> Add AdminCc <INPUT Name="AddAdminCc" SIZE=20>
-<li> Remove AdminCc <INPUT Name="DeleteAdminCc" SIZE=20>
-</UL>
-</TD>
-<TD VALIGN=TOP>
-<UL>
-<li> Make subject <INPUT Name="Subject" SIZE=20>
-<li> Make priority <INPUT Name="Priority" SIZE=4>
-<li> Make queue <& /Elements/SelectQueue, Name => "Queue" &>
-
-<li>Make Status <& /Elements/SelectStatus, Name => "Status" &>
-
-
+<TD>Make Owner:</TD>
+<TD><& /Elements/SelectOwner, Name => "Owner" &>
+(<input type=checkbox name="ForceOwnerChange"> Force change</TD>
+<TD>Make subject:</TD><TD COLSPAN="3"><INPUT Name="Subject" SIZE=20></TD>
+</TR>
+ 
+<TR>
+<TD>Add Requestor:</TD><TD><INPUT Name="AddRequestor" SIZE=20></TD>
+<TD>Make priority:</TD><TD COLSPAN="3"><INPUT Name="Priority" SIZE=4></TD>
+</TR>
+ 
+<TR>
+<TD>Remove Requestor:</TD><TD><INPUT Name="DeleteRequestor" SIZE=20></TD>
+<TD>Make queue:</TD><TD COLSPAN="3"><& /Elements/SelectQueue, Name => "Queue" &></TD>
+</TR>
+ 
+<TR>
+<TD>Add Cc:</TD><TD><INPUT Name="AddCc" SIZE=20></TD>
+<TD>Make Status:</TD><TD COLSPAN="3"><& /Elements/SelectStatus, Name => "Status" &></TD>
+</TR>
+ 
+<TR>
+<TD>Remove Cc:</TD><TD><INPUT Name="DeleteCc" SIZE=20></TD>
+<TD COLSPAN="4"><i>Enter tickets or URIs to link tickets to. Seperate multiple entries with spaces.</i></TD>
+</TR>
 
-<li> Make date Starts <& /Elements/SelectDate, Name => "Starts_Date", ShowTime => 0, Default => '' &>
-<li> Make date Started <& /Elements/SelectDate, Name => "Started_Date", ShowTime => 0, Default => '' &>
-<li> Make date Told <& /Elements/SelectDate, Name => "Told_Date", ShowTime => 0, Default => '' &>
-<li> Make date Due <& /Elements/SelectDate, Name => "Due_Date", ShowTime => 0, Default => '' &>
-<li> Make date Resolved <& /Elements/SelectDate, Name => "Resolved_Date", ShowTime => 0, Default => '' &>
+<TR>
+<TD>Add AdminCc:</TD><TD><INPUT Name="AddAdminCc" SIZE=20></TD>
+<TD>Merge into:</TD><TD COLSPAN="3"><INPUT Name="bulk-MergeInto" SIZE=10>
+<i>(only one ticket)</i></TD>
+</TR>
 
+<TR>
+<TD>Remove AdminCc:</TD><TD><INPUT Name="DeleteAdminCc" SIZE=20></TD>
+<TD>Depends on:</TD><TD><INPUT Name="bulk-DependsOn" SIZE=10></TD>
+<TD>Delete Depends on:</TD><TD><INPUT Name="DeleteLink-bulk-DependsOn-Ticket" SIZE=10></TD>
+</TR>
 
-% while ( my $KeywordSelect = $KeywordSelects->Next ) {
+<TR>
+<TD>Make date Starts:</TD><TD><& /Elements/SelectDate, Name => "Starts_Date", ShowTime => 0, Default => '' &></TD>
+<TD>Depended on by:</TD><TD><INPUT Name="DependsOn-bulk" SIZE=10></TD>
+<TD>Delete Depended on by:</TD><TD><INPUT Name="DeleteLink-Ticket-DependsOn-bulk" SIZE=10></TD>
+</TR>
 
-<li> Add <% $KeywordSelect->Name %> <& /Elements/SelectKeyword, Name => "AddToKeywordSelect".$KeywordSelect->id, KeywordObj => $KeywordSelect->KeywordObj &>
-<li> Remove <% $KeywordSelect->Name %> <& /Elements/SelectKeyword, Name => "DeleteFromKeywordSelect".$KeywordSelect->id, KeywordObj => $KeywordSelect->KeywordObj &>
-% }
+<TR>
+<TD>Make date Started:</TD><TD><& /Elements/SelectDate, Name => "Started_Date", ShowTime => 0, Default => '' &></TD>
+<TD>Parents:</TD><TD><INPUT Name="bulk-MemberOf" SIZE=10></TD>
+<TD>Delete Parents:</TD><TD><INPUT Name="DeleteLink-bulk-MemberOf-Ticket" SIZE=10></TD>
+</TR>
 
-</UL>
+<TR>
+<TD>Make date Told:</TD><TD><& /Elements/SelectDate, Name => "Told_Date", ShowTime => 0, Default => '' &></TD>
+<TD>Children:</TD><TD><INPUT Name="MemberOf-bulk" SIZE=10></TD>
+<TD>Delete Children:</TD><TD><INPUT Name="DeleteLink-Ticket-MemberOf-bulk" SIZE=10></TD>
+</TR>
 
+<TR>
+<TD>Make date Due:</TD><TD><& /Elements/SelectDate, Name => "Due_Date", ShowTime => 0, Default => '' &></TD>
+<TD>Refers to:</TD><TD><INPUT Name="bulk-RefersTo" SIZE=10></TD>
+<TD>Delete Refers to:</TD><TD><INPUT Name="DeleteLink-bulk-RefersTo-Ticket" SIZE=10></TD>
+</TR>
+ 
+<TR>
+<TD>Make date Resolved:</TD><TD><& /Elements/SelectDate, Name => "Resolved_Date", ShowTime => 0, Default => '' &></TD>
+<TD>Referred to by:</TD><TD><INPUT Name="RefersTo-bulk" SIZE=10></TD>
+<TD>Delete Referred to by:</TD><TD><INPUT Name="DeleteLink-Ticket-RefersTo-bulk" SIZE=10></TD>
+</TR>
 
-</TD>
+% while ( my $KeywordSelect = $KeywordSelects->Next ) {
+<TR>
+<TD>Add<% $KeywordSelect->Name %></TD><TD><& /Elements/SelectKeyword, Name => "AddToKeywordSelect".$KeywordSelect->id, KeywordObj => $KeywordSelect->KeywordObj &></TD>
+<TD>Remove<% $KeywordSelect->Name %></TD><TD COLSPAN="3"><& /Elements/SelectKeyword, Name => "DeleteFromKeywordSelect".$KeywordSelect->id, KeywordObj => $KeywordSelect->KeywordObj &></TD>
 </TR>
+% }
+
 </table>
 <& /Elements/TitleBoxEnd&>
 <& /Elements/TitleBoxStart, title => 'Add comments or replies to selected tickets' &>
@@ -167,13 +202,15 @@
     my @watchresults = ProcessTicketWatchers(TicketObj => $Ticket, ARGSRef => \%ARGS);    
     my @selectresults = ProcessTicketObjectKeywords(TicketObj => $Ticket, ARGSRef => \%ARGS);
     
+    #Update the links (merge, memberOf, refers)
+    my @linkresults = ProcessTicketLinks(TicketObj => $Ticket, ARGSRef => \%ARGS);    
    
      my @updateresults; 
      if ($do_comment_reply) {
      ProcessUpdateMessage(TicketObj => $Ticket, ARGSRef => \%ARGS, Actions => \
 @updateresults); 
     } 
-    my @tempresults = (@watchresults, @basicresults, @dateresults, @updateresults);
+    my @tempresults = (@watchresults, @basicresults, @dateresults, @linkresults, @updateresults);
     @tempresults = map { "Ticket ".$Ticket->Id. ": ".$_ } @tempresults;
 
     

From lists at masonc.com  Thu Dec  5 21:45:32 2002
From: lists at masonc.com (Chris Mason)
Date: 05 Dec 2002 22:45:32 -0400
Subject: [rt-users] SelfService
Message-ID: <1039142731.3483.3.camel@localhost.localdomain>

Can anyone point me to a short explanation of how to use SelfService?
How do you authenticate the users, can you use email addresses, what's
the function of it?



From dredd at megacity.org  Fri Dec  6 07:08:33 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Fri, 6 Dec 2002 07:08:33 -0500
Subject: [rt-users] LDAP Auth, Part Three
Message-ID: <70DE0DB4-0913-11D7-9FE6-00039384A830@megacity.org>

OK, so with the assistance of this august crew, I got my LDAP 
authentication working (yayyyy).

Then I went through the Users table and started "repairing" the 
autocreated users, changing "Name" to their LDAP uid so that they could 
actually get to their tickets.

But now, I run into the situation where if the helpdesk staff opens a 
ticket for someone, and they've never communicated with RT via e-mail 
(to have their account autocreated based on the LDAP information), then 
the account is autocreated with their e-mail address in the Name field.

Is there any equivalent to 
"LokkupSenderInExternalDatabase"/"LookupExternalUserInfo" that *also* 
gets called when a helpdesk weenie enters an e-mail address in the web 
interface and RT can't find a user for them?

D



From rthompson at interpublic.com  Fri Dec  6 08:19:30 2002
From: rthompson at interpublic.com (Ray Thompson)
Date: Fri, 06 Dec 2002 07:19:30 -0600
Subject: [rt-users] SelfService
References: <1039142731.3483.3.camel@localhost.localdomain>
Message-ID: <3DF0A3E2.7010102@interpublic.com>

Chris Mason wrote:
> Can anyone point me to a short explanation of how to use SelfService?
> How do you authenticate the users, can you use email addresses, what's
> the function of it?
> 
> _______________________________________________
> 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

It's just an extremely watered down version of the regular web 
interface.  Users without privilages will be sent there.

--Ray




From rthompson at interpublic.com  Fri Dec  6 08:40:17 2002
From: rthompson at interpublic.com (Ray Thompson)
Date: Fri, 06 Dec 2002 07:40:17 -0600
Subject: [rt-users] LDAP Auth, Part Three
References: <70DE0DB4-0913-11D7-9FE6-00039384A830@megacity.org>
Message-ID: <3DF0A8C1.1010305@interpublic.com>

I believe the reason RT has it's own user database is for historical and 
for referential purposes.  An external database might allow users to be 
deleted and RT wouldn't know who owns/changed tickets.

Check out http://lists.fsck.com/pipermail/rt-users/2002-November/010910.html
for a way to have RT canonicalize the auto created uid.  Use this only 
if your external auth util prevents duplicate uid's.  Also note that the 
changes indicated in the mentioned post need to be made more than once 
in config.pm.

Good Luck,
   Ray

Derek J. Balling wrote:
> OK, so with the assistance of this august crew, I got my LDAP 
> authentication working (yayyyy).
> 
> Then I went through the Users table and started "repairing" the 
> autocreated users, changing "Name" to their LDAP uid so that they could 
> actually get to their tickets.
> 
> But now, I run into the situation where if the helpdesk staff opens a 
> ticket for someone, and they've never communicated with RT via e-mail 
> (to have their account autocreated based on the LDAP information), then 
> the account is autocreated with their e-mail address in the Name field.
> 
> Is there any equivalent to 
> "LokkupSenderInExternalDatabase"/"LookupExternalUserInfo" that *also* 
> gets called when a helpdesk weenie enters an e-mail address in the web 
> interface and RT can't find a user for them?
> 
> 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 rthompson at interpublic.com  Fri Dec  6 08:46:51 2002
From: rthompson at interpublic.com (Ray Thompson)
Date: Fri, 06 Dec 2002 07:46:51 -0600
Subject: [rt-users] SelfService
References: <1039142731.3483.3.camel@localhost.localdomain> <3DF0A3E2.7010102@interpublic.com>
Message-ID: <3DF0AA4B.2060206@interpublic.com>

> 
> It's just an extremely watered down version of the regular web 
> interface.  Users without privilages will be sent there.


Also, users with privilages can go there simply by going to 
${YOUR_RT_URL}/SelfService.  (I haven't tried this with a non-SuperUser 
privilaged user though...)

--Ray



From lists at masonc.com  Fri Dec  6 09:54:49 2002
From: lists at masonc.com (Chris Mason)
Date: Fri, 6 Dec 2002 10:54:49 -0400
Subject: [rt-users] Keep getting system errors
Message-ID: <000001c29d37$6ce89860$7300a8c0@poseiden>

There doesn't seem to be any correlation with funtions, they seem
random.


error: Bizarre copy of ARRAY in aassign at
/usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 67.

context: ... 
314: } else { 
315: eval {$self->comp({base_comp=>$request_comp}, $first_comp,
@request_args)}; 
316: } 
317: select $old; 
318: die $@ if $@; 
319: } 
320: }; 
321: 
322: # Handle errors. 
... 

code stack: /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:318

Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From tzadikem at yahoo.com  Fri Dec  6 13:19:37 2002
From: tzadikem at yahoo.com (Travis Zadikem)
Date: Fri, 6 Dec 2002 10:19:37 -0800 (PST)
Subject: [rt-users] Self-Service and unprivileged users (only have email address)
Message-ID: <20021206181937.79745.qmail@web14401.mail.yahoo.com>


What password does an unprivileged user use?  I ask this because I have users that email rt and then it adds them as a new user automatically with their email address as the username.  But, when the user goes to webaddress/SelfService and tries to login using their email address and no password it won't let them in.  How can I fix this so it will?

 

Thanks,

Travis


Your mind is like a parachute.  It must be open to be used effectively.
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From rt-for-chris at db.lm.com  Fri Dec  6 13:28:23 2002
From: rt-for-chris at db.lm.com (rt-for-chris at db.lm.com)
Date: Fri, 6 Dec 2002 13:28:23 -0500 (EST)
Subject: [rt-users] empty message-body in replies (fwd)
Message-ID: <20021206101147.U18057-100000@zaxxon.telerama.com>

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

I hate to bother the list again, but I just wanted to find out if
anyone had any clues regarding this problem?

I have collected a few more examples of the problem since I posted
this message, but I admit I haven't had all that much time to debug
the problem myself.  I can post these to the list if anyone is
interested.  I'm still working on being able to reproduce this problem
over and over...

The symptoms seem the same as what had been described in the "MIME
parsing not recursive?" thread that was mentioned on this list in late
August.

My big question is whether this was something that has been fixed in a
newer version of RT?  (I'm using 2.0.11.)  My guess is no, because I
believe that I've seen the same problem with a couple of newer RT
installs that I have setup (2.0.14).

Can anyone think of any other possible workarounds for this bug?
(Maybe MIMEdefang or something like that would offer a temporary
solution until RT is fixed?)

Thanks!
- -Chris

- --
Chris Tracy <chris at telerama.com>
Telerama Public Access Internet
Senior Network Engineer
http://www.telerama.com

- ---------- Forwarded message ----------
Date: Mon, 2 Dec 2002 15:46:16 -0500 (EST)
From: rt-for-chris at db.lm.com
To: rt-users at lists.fsck.com
Cc: Phil Homewood <pdh at snapgear.com>
Subject: Re: [rt-users] empty message-body in replies

Hi there,

I just wanted to report that I'm seeing similar problems with RT
2.0.11.  We have about 93k tickets in our RT database and have *just*
noticed this problem in the last month.

>From the looks of this, this shouldn't matter much, but I'm using
FreeBSD 4.6-STABLE with Apache/1.3.26 (Unix) mod_ssl/2.8.10
OpenSSL/0.9.6a mod_perl/1.26 AuthMySQL/2.20 PHP/4.1.2.

My biggest problem is that I'm not able to replicate this problem
readily.  Is the condition below the one that has to be met in order
for a reply (sent from RT to the requestor) to show up as blank?

  * If somebody has the temerity to do both of the above then the mail
    has a media type of multipart/mixed, the first part of which has a
    media type of multipart/alternative, which in turn contains the
    actual message.  {$Transaction->Content()} is empty, so the
    forwarded mail appears to be messageless.

(http://lists.fsck.com/pipermail/rt-users/2002-July/008947.html)

If it helps, I have one of the blank emails with full headers as well
as the corresponding RT transactions.  Does anyone know if this issue
has been resolved in any of the more recent versions of RT?

Thanks!
- -Chris

- --
Chris Tracy <chris at telerama.com>
Telerama Public Access Internet
Senior Network Engineer
http://www.telerama.com

On Tue, 13 Aug 2002, Phil Homewood wrote:

> 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
>
> _______________________________________________
> 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

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From fstanley at netburner.com  Fri Dec  6 13:49:50 2002
From: fstanley at netburner.com (Forrest Stanley)
Date: Fri, 06 Dec 2002 10:49:50 -0800
Subject: [rt-users] Self-Service and unprivileged users (only have
  email address)
In-Reply-To: <20021206181937.79745.qmail@web14401.mail.yahoo.com>
Message-ID: <5.1.0.14.2.20021206104422.00b89b90@mail.netburner.com>

At 10:19 AM 12/6/2002 -0800, Travis Zadikem wrote:

>What password does an unprivileged user use?  I ask this because I have 
>users that email rt and then it adds them as a new user automatically with 
>their email address as the username.  But, when the user goes to 
>webaddress/SelfService and tries to login using their email address and no 
>password it won't let them in.  How can I fix this so it will?
>
>

Hi,
RT users automatically created through email submission are not assigned a 
password. Their user account is created with password set to undef. You can 
change by modifying the following:

lib/RT/Interface/Email.pm

         my ($Val, $Message) =
                         $NewUser->Create(Name => ($Username || $Address),
                         EmailAddress => $Address,
                         RealName => "$Name",
                         Password => undef,
                         Privileged => 0,
                         Comments => 'Autocreated on ticket submission'
                 );

Changed password to whatever you like. Also, Jesse posted a way to create 
random passwords a couple weeks ago.

http://lists.fsck.com/pipermail/rt-users/2002-November/010705.html


-FS






From dredd at megacity.org  Fri Dec  6 14:48:40 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Fri, 6 Dec 2002 14:48:40 -0500
Subject: [rt-users] LDAP Auth, Part Three
In-Reply-To: <3DF0A8C1.1010305@interpublic.com>
Message-ID: <B7E428EF-0953-11D7-9E4F-00039384A830@megacity.org>

That's for the e-mail interface, which we've already got covered.

The trick is that there's no similar routines which get called for WEB 
autocreated accounts.

D


On Friday, December 6, 2002, at 08:40  AM, Ray Thompson wrote:

> I believe the reason RT has it's own user database is for historical 
> and for referential purposes.  An external database might allow users 
> to be deleted and RT wouldn't know who owns/changed tickets.
>
> Check out 
> http://lists.fsck.com/pipermail/rt-users/2002-November/010910.html
> for a way to have RT canonicalize the auto created uid.  Use this only 
> if your external auth util prevents duplicate uid's.  Also note that 
> the changes indicated in the mentioned post need to be made more than 
> once in config.pm.
>
> Good Luck,
>   Ray
>
> Derek J. Balling wrote:
>> OK, so with the assistance of this august crew, I got my LDAP 
>> authentication working (yayyyy).
>> Then I went through the Users table and started "repairing" the 
>> autocreated users, changing "Name" to their LDAP uid so that they 
>> could actually get to their tickets.
>> But now, I run into the situation where if the helpdesk staff opens a 
>> ticket for someone, and they've never communicated with RT via e-mail 
>> (to have their account autocreated based on the LDAP information), 
>> then the account is autocreated with their e-mail address in the Name 
>> field.
>> Is there any equivalent to 
>> "LokkupSenderInExternalDatabase"/"LookupExternalUserInfo" that *also* 
>> gets called when a helpdesk weenie enters an e-mail address in the 
>> web interface and RT can't find a user for them?
>> 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
>
>
>
> _______________________________________________
> 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 bkaras at axsne.com  Fri Dec  6 14:52:25 2002
From: bkaras at axsne.com (Brian Karas)
Date: 06 Dec 2002 14:52:25 -0500
Subject: [rt-users] Problem with fresh install
Message-ID: <1039204345.4562.8.camel@fatboy.axsne.com>

Hello... Couldn't find anything in the FAQ that relates to the problem
I'm seeing.

RT seemed to install with no complaints, and make testdeps appears to
report that all req'd modules are found.  However, when trying to access
the webpage, I get:
--BEGIN--
<& /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'}; }
--END--

Can anybody point me in the right direction to get this resolved, or
offer any clues/insight?

Thanks!

-- 
Brian





From jgedeon at qualcomm.com  Fri Dec  6 15:06:10 2002
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 06 Dec 2002 12:06:10 -0800
Subject: [rt-users] LDAP Auth, Part Three
In-Reply-To: <B7E428EF-0953-11D7-9E4F-00039384A830@megacity.org>
References: <3DF0A8C1.1010305@interpublic.com>
Message-ID: <5.1.0.14.2.20021206115217.05de0ef0@mail1.qualcomm.com>

I edited the User.pm file and the config.pm file like the example in
(of course i made changes to make it work for our site.)
http://lists.fsck.com/pipermail/rt-users/2002-May/008527.html
i then edited the autohandler file in the WebRT/html folder (See below)

I made it see if the user wasnt in the rt db then it looked in ldap if they 
were there I created
a user with no pass since my LDAP authentication changes would handle 
verifying the password
let me know if you have questions.
HTH
John
------
%# $Header: /raid/cvsroot/rt/webrt/autohandler,v 1.3 2002/05/03 05:54:02 
jesse Exp $
<& /Elements/Footer, %ARGS &>
<%INIT>
$m->{'rt_base_time'} = time;
#if it's a noauth file, don't ask for auth.
if ($m->base_comp->path =~ '^/+NoAuth/') {
   $m->call_next();
   $m->abort();
}
# If RT is configured for external auth, let's get REMOTE_USER
# We intentionally don't test for REMOTE_USER to meet our policy
elsif ($RT::WebExternalAuth){
   $user = $ENV{'REMOTE_USER'};
   $session{'CurrentUser'} = RT::CurrentUser->new();
   $session{'CurrentUser'}->Load($user);
   unless ($session{'CurrentUser'}->id() ) {
     delete $session{'CurrentUser'};
     $m->comp('/Elements/Login', %ARGS, Error=> 'You are not an authorized 
user');
     $m->abort();
   }
}
# If the user is loging in, let's authenticate
elsif (defined ($user) && defined ($pass)){
   $session{'CurrentUser'} = RT::CurrentUser->new();
   $session{'CurrentUser'}->Load($user);
+ my $Found = 1;
   unless ($session{'CurrentUser'}->id() ) {
     delete $session{'CurrentUser'};
+    #{{{ adding
+    # the user may not be registered. create a new one for him if he is
+    # in ldap.
+    $Found = 0;
+    my %Uinfo = ();
+    if ($RT::LookupSenderInExternalDatabase) {
+     my $email = "$user\@qualcomm.com";
+     my $name = "";
+     ($Found,%Uinfo) = RT::LookupExternalUserInfo($email,$name);
+     if ($Found) {
+       my $NewUser = RT::User->new($RT::SystemUser);
+       my ($Val, $Message) =
+       $NewUser->Create(Name => $Uinfo{'Name'},
+                                   EmailAddress => $Uinfo{'EmailAddress'},
+                                   RealName => $Uinfo{'RealName'},
+                                   Password => undef,
+                                   Privileged => 0,
+                                   Comments => 'Autocreated on ticket login'
+                                   );
+       $user = $Uinfo{'Name'};
+       $email = $Uinfo{'EmailAddress'};
+       unless ($Val) {
+         # Deal with the race condition of two
+         # account creations at once
+         #
+         if ($user) {
+          $NewUser->LoadByName($user);
+         }
+         unless ($NewUser->Id) {
+          $NewUser->LoadByEmail($email);
+         }
+         unless ($NewUser->Id) {
+           my $explanation = "User creation failed in:";
+           $explanation .= "Login: $Message";
+           MailError( To => $RT::OwnerEmail,
+                          Subject => "User could not be created",
+                          Explanation => $explanation,
+                          LogLevel => 'crit'
+                        );
+         } # unless new user id the second one
+         else # user create try auth again.
+         {
+         } # unless new user id the second one
+       } # unless Val
+     } #If found
+   } # If LookupSenderInExternalDatabase
+   #}}}
+   unless ($Found)
+   {
      $m->comp('/Elements/Login', %ARGS, Error=> 'Your username or password 
is incorrect');
       $m->abort();
+    }
   };
+ # added this to load the user since one was just made.
+ if ($Found)
+ {
+   $session{'CurrentUser'} = RT::CurrentUser->new();
+   $session{'CurrentUser'}->Load($user);
+ }
+ else
+ {
+   $m->comp('/Elements/Login', %ARGS, Error=> 'Your username or password 
is incorrect');
+   $m->abort();
+ }
unless ($session{'CurrentUser'}->IsPassword($pass)) {
   delete $session{'CurrentUser'};
   $m->comp('/Elements/Login', Error => 'Your username or password is 
incorrect', %ARGS);
   $m->abort();
}
.... (more in file i didnt edit)
-----------------
At 11:48 AM 12/6/2002, you wrote:
>That's for the e-mail interface, which we've already got covered.
>
>The trick is that there's no similar routines which get called for WEB 
>autocreated accounts.
>
>D
>
>
>On Friday, December 6, 2002, at 08:40  AM, Ray Thompson wrote:
>
>>I believe the reason RT has it's own user database is for historical and 
>>for referential purposes.  An external database might allow users to be 
>>deleted and RT wouldn't know who owns/changed tickets.
>>
>>Check out http://lists.fsck.com/pipermail/rt-users/2002-November/010910.html
>>for a way to have RT canonicalize the auto created uid.  Use this only if 
>>your external auth util prevents duplicate uid's.  Also note that the 
>>changes indicated in the mentioned post need to be made more than once in 
>>config.pm.
>>
>>Good Luck,
>>   Ray
>>
>>Derek J. Balling wrote:
>>>OK, so with the assistance of this august crew, I got my LDAP 
>>>authentication working (yayyyy).
>>>Then I went through the Users table and started "repairing" the 
>>>autocreated users, changing "Name" to their LDAP uid so that they could 
>>>actually get to their tickets.
>>>But now, I run into the situation where if the helpdesk staff opens a 
>>>ticket for someone, and they've never communicated with RT via e-mail 
>>>(to have their account autocreated based on the LDAP information), then 
>>>the account is autocreated with their e-mail address in the Name field.
>>>Is there any equivalent to 
>>>"LokkupSenderInExternalDatabase"/"LookupExternalUserInfo" that *also* 
>>>gets called when a helpdesk weenie enters an e-mail address in the web 
>>>interface and RT can't find a user for them?
>>>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
>>
>>
>>
>>_______________________________________________
>>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


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From jgedeon at qualcomm.com  Fri Dec  6 15:10:58 2002
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 06 Dec 2002 12:10:58 -0800
Subject: [rt-users] Problem with fresh install
In-Reply-To: <1039204345.4562.8.camel@fatboy.axsne.com>
Message-ID: <5.1.0.14.2.20021206121002.05d4f720@mail1.qualcomm.com>

Sounds like a problem with the Html:Mason you are using.. maybe its a 
different version than need or its installed worng?
What do you guys think?
John
At 11:52 AM 12/6/2002, you wrote:
>Hello... Couldn't find anything in the FAQ that relates to the problem
>I'm seeing.
>
>RT seemed to install with no complaints, and make testdeps appears to
>report that all req'd modules are found.  However, when trying to access
>the webpage, I get:
>--BEGIN--
><& /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'}; }
>--END--
>
>Can anybody point me in the right direction to get this resolved, or
>offer any clues/insight?
>
>Thanks!
>
>--
>Brian
>
>
>
>_______________________________________________
>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


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From les at futuresource.com  Fri Dec  6 15:26:00 2002
From: les at futuresource.com (Les Mikesell)
Date: Fri, 6 Dec 2002 14:26:00 -0600
Subject: [rt-users] Problem with fresh install
In-Reply-To: <1039204345.4562.8.camel@fatboy.axsne.com>
Message-ID: <CJELIEBEFNCJAOMOOMNNEEIKCJAA.les@futuresource.com>

> From:  Brian Karas

> RT seemed to install with no complaints, and make testdeps appears to
> report that all req'd modules are found.  However, when trying to access
> the webpage, I get:
> --BEGIN--
> <& /Elements/Header, Title=>"Start page", Refresh =>
> $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab

Apache isn't using Mason to process the page.  If you
have mod_perl configured right you need to make sure
you have something like this in the right place:
<Location />
        SetHandler perl-script
        PerlHandler RT::Mason
</Location>

You also need to restart your apache or send it a HUP or USR1 signal
to make it re-read the config file.

--
  Les Mikesell
    les at futuresource.com



From jgedeon at qualcomm.com  Fri Dec  6 16:49:59 2002
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 06 Dec 2002 13:49:59 -0800
Subject: [rt-users] Heirarchical Queues?
Message-ID: <5.1.0.14.2.20021206134746.07c08b28@mail1.qualcomm.com>

I was wondering if there was a way to strucure rt so that we could have 
queues in groups.

ie
    web dev team
        web site (seperate queue with tickets)
        logins     (seperate queue with tickets)
        email
    it
        software install
        upgrades
etc

Thanks.
John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From matthew.disney at fedex.com  Fri Dec  6 17:22:01 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Fri, 06 Dec 2002 16:22:01 -0600
Subject: [rt-users] Heirarchical Queues? 
In-Reply-To: <5.1.0.14.2.20021206134746.07c08b28@mail1.qualcomm.com> 
References: <5.1.0.14.2.20021206134746.07c08b28@mail1.qualcomm.com>
Message-ID: <200212062222.gB6MM1a20628@nfsb.ecdev.fedex.com>

Not really, at least as far as the data structures go. However, you
could easily write some pages to drop in to RT that would provide a
visual structure for such an arrangement. Or maybe you could pull some
snazzy tricks with keywords (with the queue names as keyword values)
along with some custom interface pages to do what you need.

Sorry for the high-level, not-very-helpful answer.

Matt

John Gedeon writes:
>I was wondering if there was a way to strucure rt so that we could have 
>queues in groups.
>
>ie
>    web dev team
>        web site (seperate queue with tickets)
>        logins     (seperate queue with tickets)
>        email
>    it
>        software install
>        upgrades
>etc
>
>Thanks.
>John
>
>
>--
><>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
>your own understanding;"
>
>_______________________________________________
>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 jgedeon at qualcomm.com  Fri Dec  6 17:29:27 2002
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 06 Dec 2002 14:29:27 -0800
Subject: [rt-users] Direct link in email fails when user not logged in
Message-ID: <5.1.0.14.2.20021206142212.05d77e68@mail1.qualcomm.com>

When an admin gets the notice that a ticket has been created, if they 
follow the like provided in the email
http://www.example.com/rt/Tickets/Display.html?id=2
It takes them to the rt website. If they are not previously logged in it 
kindly askes them to login. Once logged in it sends them to the page where 
they were trying to go and returns the error "No Ticket specified" no 
matter how many times they reload it doesn't change. however if they cut 
and paste the link in and hit return it works fine (after they have logged 
in) does anyone know why that is?

It is the same if you bookmark a search and try to go to it before you 
login it wont work right it only works right if you were already logged in. 
(i figure its the same problem)

I have been looking through the WebRT/html files to see where this 
happends...but have had no luck

Thanks John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From rich+rt at lafferty.ca  Fri Dec  6 19:58:49 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 6 Dec 2002 19:58:49 -0500
Subject: [rt-users] Direct link in email fails when user not logged in
In-Reply-To: <5.1.0.14.2.20021206142212.05d77e68@mail1.qualcomm.com>; from jgedeon@qualcomm.com on Fri, Dec 06, 2002 at 02:29:27PM -0800
References: <5.1.0.14.2.20021206142212.05d77e68@mail1.qualcomm.com>
Message-ID: <20021206195849.B24744@lafferty.ca>

On Fri, Dec 06, 2002 at 02:29:27PM -0800, John Gedeon <jgedeon at qualcomm.com> wrote:
> When an admin gets the notice that a ticket has been created, if they 
> follow the like provided in the email
> http://www.example.com/rt/Tickets/Display.html?id=2
> It takes them to the rt website. If they are not previously logged in it 
> kindly askes them to login. Once logged in it sends them to the page where 
> they were trying to go and returns the error "No Ticket specified" no 
> matter how many times they reload it doesn't change. 

Er, how many times /do/ they try before they realize it won't change? :-)

It's a fastcgi buglet (assuming you're using fastcgi).  Patch
against 2.0.14 below my .sig.

  -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-2.0.14/bin/mason_handler.fcgi	Thu Oct  3 21:12:16 2002
+++ rt-esmith/bin/mason_handler.fcgi	Thu Oct  3 22:03:44 2002
@@ -127,6 +127,15 @@
     
     $HTML::Mason::Commands::ContentType = 'text/html';
         
+    # CGI::param does not include query string in POST; let's
+    # keep it all in the same place like mod_perl does.
+    # This stanza is *not* from ApacheHandler.pm.
+    if ($cgi->request_method eq 'POST') {
+        foreach my $key ( $cgi->url_param ) {
+	    $cgi->param($key, $cgi->url_param($key)) unless $cgi->param($key);
+	}
+    }
+
     # This routine comes from ApacheHandler.pm:
     my (%args, $cookie);
     foreach my $key ( $cgi->param ) {


From dupuy at sysd.com  Fri Dec  6 20:28:34 2002
From: dupuy at sysd.com (Alexander Dupuy)
Date: Fri, 06 Dec 2002 20:28:34 -0500
Subject: [rt-users] problems with RT over HTTPS
Message-ID: <3DF14EC2.2020607@sysd.com>

I just configured our Apache server to support RT over HTTPS as well as 
HTTP. Things seem to work mostly okay, but on the HTTPS connections, I 
get the following error fairly often when submitting a change (or most 
any POST operation, like the "Go!" buttons):

An error occured while loading https://rt.sysdetect.com/Ticket/Display.html:
The process for the https://rt.sysdetect.com protocol died unexpectedly.

The HTTP connections don't ever seem to get this error.  Our server 
versions are:

Apache/1.3.22 (Unix) (Red-Hat/Linux) mod_ssl/2.8.5 OpenSSL/0.9.6
 DAV/1.0.2 PHP/4.1.2 mod_perl/1.24_01 mod_throttle/3.1.2

Relevant subset of config file:

<VirtualHost 172.16.1.8>
     ServerName rt.sysdetect.com
     ServerAdmin webmaster at sysdetect.com
     DocumentRoot /usr/local/rt2/WebRT/html
     ErrorLog /var/log/http-rt/error_log
     CustomLog /var/log/http-rt/access_log common
     PerlModule Apache::DBI
     PerlFreshRestart On
     PerlRequire /usr/local/rt2/bin/webmux.pl
     <Location />
          SetHandler perl-script
	  PerlHandler RT::Mason
     </Location>
</VirtualHost>

<VirtualHost 172.16.1.8:443>
     DocumentRoot "/usr/local/rt2/WebRT/html"
     ServerName rt.sysdetect.com
     ServerAdmin webmaster at sysdetect.com
     ErrorLog /var/log/http-rt/error_log
     TransferLog /var/log/http-rt/access_log
     CustomLog /var/log/http-rt/access_log \
          "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b"

     SSLEngine on

     <Files ~ "\.(cgi|shtml|phtml|php3?)$">
         SSLOptions +StdEnvVars
     </Files>

     <Directory "/usr/local/apache/cgi-bin">
         SSLOptions +StdEnvVars
     </Directory>

     PerlModule Apache::DBI
     PerlFreshRestart On
# already required by non-SSL RT
#    PerlRequire /usr/local/rt2/bin/webmux.pl

     <Location />
          SetHandler perl-script
          PerlHandler RT::Mason
     </Location>
</VirtualHost>


Can anyone offer any suggestions about why this might occur, and how to 
avoid it?

@alex
-- 
mailto:dupuy at sysd.com




From lists at masonc.com  Sat Dec  7 08:44:25 2002
From: lists at masonc.com (Chris Mason)
Date: Sat, 7 Dec 2002 09:44:25 -0400
Subject: [rt-users] Changes to system
Message-ID: <000001c29df6$c177ba40$7300a8c0@poseiden>

1: We are implementing RT for handling booking enquiries and general
enquiries from tourists.

2: Can we change status item from "Resolved" to "Booked" as resolved has
no relevance to our needs?

3: I'd love to be able to set a start number for tickets, I don't like
starting at "#1", obviously I can do it in the database but it would be
a neat provision in the setup.


Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From lists at masonc.com  Sat Dec  7 08:55:43 2002
From: lists at masonc.com (Chris Mason)
Date: Sat, 7 Dec 2002 09:55:43 -0400
Subject: [rt-users] Status change
Message-ID: <000201c29df8$55836580$7300a8c0@poseiden>

Is there a way to change the staus automatically to open once a staff
member replies to the new ticket?

Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
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From B.Schofield at mailbox.gu.edu.au  Sun Dec  8 23:29:07 2002
From: B.Schofield at mailbox.gu.edu.au (Brook Schofield)
Date: Mon, 09 Dec 2002 14:29:07 +1000
Subject: [rt-users] RT3/Apache2/Mod_Perl2
Message-ID: <5.1.1.6.0.20021209142627.01cedcc8@kraken.itc.gu.edu.au>

>I get this error when I attempt to start Apache:
>
>[Mon Dec 02 13:39:00 2002] [error] Null filename used at (eval 3) line 2.
>
>[Mon Dec 02 13:39:00 2002] [error] Can't load Perl module # for server
>rt2.csolve.net:0, exiting...
>
>
>Not sure what's causing this, any suggestions?
>
>Derek

Derek,
         just incase you haven't fixed this problem yourself - or for 
future reference for other RT3 users. You need to remove the comments from 
the end of the line, so that:

     PerlModule Apache2 Apache::compat   # only for Apache/mod_perl 2.x
reads:
     PerlModule Apache2 Apache::compat

Perl appears to be looking for a module named '#' etc. It is a strange 
problem - but I had the same thing happen to me.

-Brook

=========================================================================
=     _/_/_/ _/_/_/ _/_/_/ _/_/_/ _/  _/ Brook Schofield                =
=    _/  _/ _/  _/ _/  _/ _/  _/ _/ _/   B.Schofield at mailbox.gu.edu.au  =
=   _/_/   _/_/_/ _/  _/ _/  _/ _/_/     Ph: +61 7 387 53779 - WCN 0.28 =
=  _/  _/ _/ _/  _/  _/ _/  _/ _/ _/     Directory Services Integration =
= _/_/_/ _/  _/ _/_/_/ _/_/_/ _/  _/     Griffith University QLD 4111   =
=========================================================================



From gamboa at infophil.com  Mon Dec  9 00:17:04 2002
From: gamboa at infophil.com (alviN)
Date: Mon, 09 Dec 2002 13:17:04 +0800
Subject: [rt-users] multiple domains
Message-ID: <3DF42750.7080101@infophil.com>

is it possible to use 2 or more domains in RT, i want to use my email 
user at mydomain.com and user at myotherdomain.com and have their respective 
own queues.


alviN



From gamboa at infophil.com  Mon Dec  9 02:02:30 2002
From: gamboa at infophil.com (alviN)
Date: Mon, 09 Dec 2002 15:02:30 +0800
Subject: [rt-users] multiple rt names
Message-ID: <3DF44006.8020003@infophil.com>

is it possible to have many rt names?




From hwagener at hamburg.fcb.com  Mon Dec  9 04:53:59 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 9 Dec 2002 10:53:59 +0100
Subject: [rt-users] LDAP Auth, Part Three
In-Reply-To: <3DF0A8C1.1010305@interpublic.com>
Message-ID: <23BE6EC4-0B5C-11D7-887D-003065DC18B8@hamburg.fcb.com>


Am Freitag, 06.12.02 um 14:40 Uhr schrieb Ray Thompson:

> I believe the reason RT has it's own user database is for historical 
> and for referential purposes.  An external database might allow users 
> to be deleted and RT wouldn't know who owns/changed tickets.
>
> Check out 
> http://lists.fsck.com/pipermail/rt-users/2002-November/010910.html
> for a way to have RT canonicalize the auto created uid.  Use this only 
> if your external auth util prevents duplicate uid's.  Also note that 
> the changes indicated in the mentioned post need to be made more than 
> once in config.pm.

The available LDAP-aware LookupExternalUserInfo sets 
$Name=$EmailAddress in different places. With RT in 'debug' mode, it's 
easy to find out if You changed enough of LookupExternalUserInfo to get 
things going.
Our crude hack for using the LDAP uid for authentication is attached 
below.

Regards,
     Harald

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-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg

From andy at bribed.net  Mon Dec  9 07:55:38 2002
From: andy at bribed.net (Andy Coates)
Date: Mon, 9 Dec 2002 12:55:38 -0000
Subject: [rt-users] Multiple TAGs?
Message-ID: <017001c29f82$45917280$876bfd50@buffy>

Hey,

I had a look through the archives but I think "tag" is a common word for
something else, so couldn't find what I'm looking for...

Is it possible/has anyone ever managed, to use multiple subject "tags"
in an RT installation?  In the config you set $rtname and its then used
whenever an email is sent out, i.e. "[TAG #xxx] Subject".

I was hoping you could change the tag on a dynamic basis, e.g. for queue
FOO it would be [FOO #xxx], or queue BAR would be [BAR #xxx].  To set
such a tag, an extra field could be stored within the Queue properties,
and so on.

Has this already been attempted?  Or is there a flaw which won't let you
make such mods?

Cheers,
Andy.



From nils.ketelsen at kuehne-nagel.com  Mon Dec  9 08:07:19 2002
From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen)
Date: Mon, 09 Dec 2002 14:07:19 +0100
Subject: [rt-users] Multiple TAGs?
In-Reply-To: <017001c29f82$45917280$876bfd50@buffy>
Message-ID: <5.1.0.14.0.20021209140448.00b1f420@194.151.203.161>

At 12:55 09.12.2002 +0000, Andy Coates wrote:


>I was hoping you could change the tag on a dynamic basis, e.g. for queue
>FOO it would be [FOO #xxx], or queue BAR would be [BAR #xxx].  To set
>such a tag, an extra field could be stored within the Queue properties,
>and so on.
>
>Has this already been attempted?  Or is there a flaw which won't let you
>make such mods?

Thats a bad Idea, because when you changed a Ticket from Queue A to Queue B 
the user couldn't send an answer to his initial E-Mail anymore. If the 
Queue-Name is in the subject the requestor has to know which Queue the 
request currently is in.

Additionally the tags wouldn't be unique anymore (how many "general" queues 
are out there?).

Nils



From bortzmeyer at nic.fr  Mon Dec  9 08:59:17 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Mon, 9 Dec 2002 14:59:17 +0100
Subject: [rt-users] Anything wrong with the distribution of TemplateAnswers?
Message-ID: <20021209135917.GA25058@nic.fr>

I find in contrib <URL:http://www.fsck.com/pub/rt/contrib/2.0/>, a
TemplateAnswers-0.3.tar.gz which could be very useful to me. But the
README included seems to have little connection with the actual
content of the tarball. Is it the right distribution?

Example 1 :

> Copy TemplateAnswers into $RT/local/WebRT/html/Ticket/Elements/

But there is no file named TemplateAnswers

Example 2 :

> Patch Update.html

But the patch is for Create.html




From bruce_campbell at ripe.net  Mon Dec  9 09:10:00 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 9 Dec 2002 15:10:00 +0100 (CET)
Subject: [rt-users] Status change
In-Reply-To: <000201c29df8$55836580$7300a8c0@poseiden>
Message-ID: <Pine.LNX.4.44.0212091509280.13147-100000@x22.ripe.net>

On Sat, 7 Dec 2002, Chris Mason wrote:

> Is there a way to change the staus automatically to open once a staff
> member replies to the new ticket?

Yes,

http://www.fsck.com/pub/rt/contrib/2.0/OpenTicket.README
http://www.fsck.com/pub/rt/contrib/2.0/OpenTicket.tar.gz

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



From bruce_campbell at ripe.net  Mon Dec  9 09:11:09 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 9 Dec 2002 15:11:09 +0100 (CET)
Subject: [rt-users] Changes to system
In-Reply-To: <000001c29df6$c177ba40$7300a8c0@poseiden>
Message-ID: <Pine.LNX.4.44.0212091257500.13147-100000@x22.ripe.net>

On Sat, 7 Dec 2002, Chris Mason wrote:

> 1: We are implementing RT for handling booking enquiries and general
> enquiries from tourists.

Ok.

> 2: Can we change status item from "Resolved" to "Booked" as resolved has
> no relevance to our needs?

Yes.  See lib/RT/Ticket.pm , although there are other places in the code
needing changes.

> 3: I'd love to be able to set a start number for tickets, I don't like
> starting at "#1", obviously I can do it in the database but it would be
> a neat provision in the setup.

There is no initial setting in the install Makefile for the starting
number of the tickets, so the database trick is what you'll need to make
do with ;)

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




From bruce_campbell at ripe.net  Mon Dec  9 09:18:06 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 9 Dec 2002 15:18:06 +0100 (CET)
Subject: [rt-users] Multiple TAGs?
In-Reply-To: <5.1.0.14.0.20021209140448.00b1f420@194.151.203.161>
Message-ID: <Pine.LNX.4.44.0212091511410.13147-100000@x22.ripe.net>

On Mon, 9 Dec 2002, Nils Ketelsen wrote:

> At 12:55 09.12.2002 +0000, Andy Coates wrote:
>
> >I was hoping you could change the tag on a dynamic basis, e.g. for queue
> >FOO it would be [FOO #xxx], or queue BAR would be [BAR #xxx].  To set
> >such a tag, an extra field could be stored within the Queue properties,
> >and so on.
>
> Thats a bad Idea, because when you changed a Ticket from Queue A to Queue B
> the user couldn't send an answer to his initial E-Mail anymore. If the
> Queue-Name is in the subject the requestor has to know which Queue the
> request currently is in.

Well, its still a Bad Idea (tm), but not for that reason.  As the ticket
numbers are unique irrespective of which queue, all that needs to be in
the subject line is a valid name for one of your queues, and you need to
change your handling of incoming message from a simple comparision against
$RT::rtname :

	my( $rtname, $ticketnum ) = ( lc($1_, $2 ) if( $subject =~ /\[(\S+)\s+(\d+)\]/ );
	if( lc($RT::rtname) eq $rtname ){
		...

to an iteration through the valid queues, ie:

	my( $rtname, $ticketnum ) = ( lc($1_, $2 ) if( $subject =~ /\[(\S+)\s+(\d+)\]/ );
	my $foundflag = 0;
	my $queues = RT::Queues->new( $RT::SystemUser );
	while( my $queue = $queues->Next ){
		$foundflag = 1 if( lc($queue->Name) eq $rtname );
	}

> Additionally the tags wouldn't be unique anymore (how many "general" queues
> are out there?).

Correct.

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



From bortzmeyer at nic.fr  Mon Dec  9 10:14:31 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Mon, 9 Dec 2002 16:14:31 +0100
Subject: [rt-users] "Hiding" a global scrip for one queue?
Message-ID: <20021209151431.GA26220@nic.fr>

I have many queues which share the same global scrips. But I would
like to make an exception for one queue, which would have different
scrips. 

Besides making all the scrips "queue-local" (a big pain), what can I
do to "hide" (to suppress the effects) the global scrips? Write my own
condition handler?




From bortzmeyer at nic.fr  Mon Dec  9 10:19:32 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Mon, 9 Dec 2002 16:19:32 +0100
Subject: [rt-users] [StockAnswers] Can we have variables in templates?
Message-ID: <20021209151932.GA26316@nic.fr>

I have installed StockAnswers 1.0pre3 and it is apparently not
possible to put variables like {$Ticket->Subject} in the template
(they are not processed).

Is there a way to do so? The README mentions a README.Templates which
I cannot find in the tarball.


From rich+rt at lafferty.ca  Mon Dec  9 10:29:27 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Mon, 9 Dec 2002 10:29:27 -0500
Subject: [rt-users] Multiple TAGs?
In-Reply-To: <5.1.0.14.0.20021209140448.00b1f420@194.151.203.161>; from nils.ketelsen@kuehne-nagel.com on Mon, Dec 09, 2002 at 02:07:19PM +0100
References: <017001c29f82$45917280$876bfd50@buffy> <5.1.0.14.0.20021209140448.00b1f420@194.151.203.161>
Message-ID: <20021209102926.A14323@lafferty.ca>

On Mon, Dec 09, 2002 at 02:07:19PM +0100, Nils Ketelsen <nils.ketelsen at kuehne-nagel.com> wrote:
> At 12:55 09.12.2002 +0000, Andy Coates wrote:
> 
> 
> >I was hoping you could change the tag on a dynamic basis, e.g. for queue
> >FOO it would be [FOO #xxx], or queue BAR would be [BAR #xxx].  To set
> >such a tag, an extra field could be stored within the Queue properties,
> >and so on.
> >
> >Has this already been attempted?  Or is there a flaw which won't let you
> >make such mods?
> 
> Thats a bad Idea, because when you changed a Ticket from Queue A to
> Queue B the user couldn't send an answer to his initial E-Mail
> anymore. If the Queue-Name is in the subject the requestor has to
> know which Queue the request currently is in.

RT's smarter than that. Right now, if you send mail to the email
address for QueueA but have a ticket number that belongs to a 
ticket in QueueB, it'd do the right thing. 

But that means that once you have a ticket number, the queue doesn't
matter at all -- and *anything* that has a [rtname #foo] will have
a ticket number, so that essentially reduces "have queue names in
rtname" to "have more than one rtname".

There's nothing wrong with having more than one rtname (although
you'd have to change the code to do it); all that matters is that
your rtnames are unique within the set of RT installations that 
you will send mail to, and that will send you mail.

With the uniqueness criterion satisfied it's a Simple Matter of
Programming to have RT accept and generate a set of tags.
 
> Additionally the tags wouldn't be unique anymore (how many "general"
> queues are out there?). 

cf. "How many people set their rtname to 'helpdesk' or 'ticket'?" :-)

(Mine's "TT", for backwards compatibility with the system RT
replaced. But if I'd made it "e-smith.com", it'd now have to be,
hrm, "nssg.mitel.com", in case mitel.com had another RT in a
different department. Getting long! Glad I used "TT". :-)

  -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 derek at csolve.net  Mon Dec  9 10:30:27 2002
From: derek at csolve.net (Derek Buttineau)
Date: Mon, 9 Dec 2002 10:30:27 -0500
Subject: [rt-users] RT2 to RT3
Message-ID: <016701c29f97$e6b3b410$8850a4cf@CPQ12353234267>

Maybe I'm missing something here.. totally possible :)

But I can't find either of the database upgrade tools that the scripts and documentation refers to.

Running make upgrade tells you to run insertdata script in the RT etc directory and the readme tells you to run the upgrade program.. I can't seem to locate either one..

Otherwise install on my test platform is now working fine with Apache2, Mod Perl2 and RT3 heh just need to figure out how to get the data imported :)

Again, might be missing something but can't seem to find it.

Derek
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From rich+rt at lafferty.ca  Mon Dec  9 10:43:07 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Mon, 9 Dec 2002 10:43:07 -0500
Subject: [rt-users] Changes to system
In-Reply-To: <Pine.LNX.4.44.0212091257500.13147-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Mon, Dec 09, 2002 at 03:11:09PM +0100
References: <000001c29df6$c177ba40$7300a8c0@poseiden> <Pine.LNX.4.44.0212091257500.13147-100000@x22.ripe.net>
Message-ID: <20021209104307.B14323@lafferty.ca>

On Mon, Dec 09, 2002 at 03:11:09PM +0100, Bruce Campbell <bruce_campbell at ripe.net> wrote:
>
> > 1: We are implementing RT for handling booking enquiries and general
> > enquiries from tourists.

Nice to see open-source software showing up in the tourism industry,
which I've always imagined to be proprietary-application hell. :-)

> > 3: I'd love to be able to set a start number for tickets, I don't like
> > starting at "#1", obviously I can do it in the database but it would be
> > a neat provision in the setup.
> 
> There is no initial setting in the install Makefile for the starting
> number of the tickets, so the database trick is what you'll need to make
> do with ;)

More importantly, RT simply *asks* the database for the next ticket
number, starting or otherwise.

For what it's worth, the database trick for MySQL with MyISAM tables
is

   ALTER TABLE Tickets AUTO_INCREMENT = new_starting_id;

With InnoDB tables, that isn't supported :-( but you can get the same
feature with something like (off the top of my head!)
 
    BEGIN WORK; 
    ALTER TABLE Tickets id int not null;  -- removed "auto_increment"
    INSERT INTO TICKETS (id) VALUES (new_starting_id);
    ALTER TABLE Tickets id int not null auto_increment;
    DELETE FROM TICKETS WHERE id = new_starting_id;
    COMMIT;

(If I remember my password, I'll test and faq that.)

  -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 proftp_cj at kdd.de  Mon Dec  9 10:54:12 2002
From: proftp_cj at kdd.de (christian janssen)
Date: Mon, 09 Dec 2002 16:54:12 +0100
Subject: [rt-users] RT2 to RT3
In-Reply-To: <016701c29f97$e6b3b410$8850a4cf@CPQ12353234267>
Message-ID: <5.2.0.9.0.20021209165235.02d4c008@mail.kddnet.de>

Hi,

as I understand is not integrated in the beta release, should be ready for 
the stable.

At 10:30 09.12.2002 -0500, Derek Buttineau wrote:
>Maybe I'm missing something here.. totally possible :)
>
>But I can't find either of the database upgrade tools that the scripts and 
>documentation refers to.
>
>Running make upgrade tells you to run insertdata script in the RT etc 
>directory and the readme tells you to run the upgrade program.. I can't 
>seem to locate either one..
>
>Otherwise install on my test platform is now working fine with Apache2, 
>Mod Perl2 and RT3 heh just need to figure out how to get the data imported :)
>
>Again, might be missing something but can't seem to find it.
>
>Derek



From lists at masonc.com  Mon Dec  9 11:37:37 2002
From: lists at masonc.com (Chris Mason)
Date: Mon, 9 Dec 2002 12:37:37 -0400
Subject: [rt-users] Changes to system
In-Reply-To: <20021209104307.B14323@lafferty.ca>
Message-ID: <000a01c29fa1$48e6ee00$7300a8c0@poseiden>

>Nice to see open-source software showing up in the tourism industry,
which I've always >imagined to be proprietary-application hell. :-)

Pretty much everything we do is OS, we use ezpublish for our website,
for example, and Linux for our server. If I could find a good
reserverations system that was OS I would love it.

I just altered the tickets table so the default was 1000. I think it
would be a good way to set it up initially.
Thanks

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Rich Lafferty
Sent: Monday, December 09, 2002 11:43 AM
To: RT Users mailing list
Subject: Re: [rt-users] Changes to system


On Mon, Dec 09, 2002 at 03:11:09PM +0100, Bruce Campbell
<bruce_campbell at ripe.net> wrote:
>
> > 1: We are implementing RT for handling booking enquiries and general

> > enquiries from tourists.



> > 3: I'd love to be able to set a start number for tickets, I don't 
> > like starting at "#1", obviously I can do it in the database but it 
> > would be a neat provision in the setup.
> 
> There is no initial setting in the install Makefile for the starting 
> number of the tickets, so the database trick is what you'll need to 
> make do with ;)

More importantly, RT simply *asks* the database for the next ticket
number, starting or otherwise.

For what it's worth, the database trick for MySQL with MyISAM tables is

   ALTER TABLE Tickets AUTO_INCREMENT = new_starting_id;

With InnoDB tables, that isn't supported :-( but you can get the same
feature with something like (off the top of my head!)
 
    BEGIN WORK; 
    ALTER TABLE Tickets id int not null;  -- removed "auto_increment"
    INSERT INTO TICKETS (id) VALUES (new_starting_id);
    ALTER TABLE Tickets id int not null auto_increment;
    DELETE FROM TICKETS WHERE id = new_starting_id;
    COMMIT;

(If I remember my password, I'll test and faq that.)

  -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 lists at masonc.com  Mon Dec  9 11:40:23 2002
From: lists at masonc.com (Chris Mason)
Date: Mon, 9 Dec 2002 12:40:23 -0400
Subject: [rt-users] Status change
In-Reply-To: <Pine.LNX.4.44.0212091509280.13147-100000@x22.ripe.net>
Message-ID: <000b01c29fa1$abb322b0$7300a8c0@poseiden>

Where does these conditions come from?

OnOwnerChange OpenTicket with template Blank
OnTicketPickup OpenTicket with template Blank

I can't implement OpenTicket as they don't exist.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Bruce Campbell
Sent: Monday, December 09, 2002 10:10 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Status change


On Sat, 7 Dec 2002, Chris Mason wrote:

> Is there a way to change the staus automatically to open once a staff 
> member replies to the new ticket?

Yes,

http://www.fsck.com/pub/rt/contrib/2.0/OpenTicket.README
http://www.fsck.com/pub/rt/contrib/2.0/OpenTicket.tar.gz

-- 
                             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 adulau at conostix.com  Mon Dec  9 12:17:34 2002
From: adulau at conostix.com (Alexandre Dulaunoy)
Date: Mon, 9 Dec 2002 18:17:34 +0100 (CET)
Subject: [rt-users] NotifyWithAttachment.pm in standard RT2 ? + Issue with attachment
Message-ID: <Pine.LNX.4.44.0212091814060.21773-100000@gilmore.ael.be>

Dear All,

Why NotifyWithAttachment.pm  is not part of  the standard distribution
of RT2 ? Is there a specific reason ? 

Another point  regarding attachment, multiple attachment  are not seen
in RT2.0.15 (only the first is seen). Is it a know issue ? 

Thanks. 

adulau







From rich+rt at lafferty.ca  Mon Dec  9 12:22:53 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Mon, 9 Dec 2002 12:22:53 -0500
Subject: [rt-users] Changes to system
In-Reply-To: <20021209104307.B14323@lafferty.ca>; from rich+rt@lafferty.ca on Mon, Dec 09, 2002 at 10:43:07AM -0500
References: <000001c29df6$c177ba40$7300a8c0@poseiden> <Pine.LNX.4.44.0212091257500.13147-100000@x22.ripe.net> <20021209104307.B14323@lafferty.ca>
Message-ID: <20021209122253.D14323@lafferty.ca>

On Mon, Dec 09, 2002 at 10:43:07AM -0500, Rich Lafferty <rich+rt at lafferty.ca> wrote:
>  
>     BEGIN WORK; 
>     ALTER TABLE Tickets id int not null;  -- removed "auto_increment"
>     INSERT INTO TICKETS (id) VALUES (new_starting_id);
>     ALTER TABLE Tickets id int not null auto_increment;
>     DELETE FROM TICKETS WHERE id = new_starting_id;
>     COMMIT;
> 
> (If I remember my password, I'll test and faq that.)

Now that I'm using the right username, I've tested and faq'd that. 
It turned out much simpler for InnoDB:

   http://fsck.com/rtfm/article.html?id=5#224

If someone would like to provide the equivalent instructions for
PostgreSQL, I'll happily add them.

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 khera at kcilink.com  Mon Dec  9 12:44:57 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 9 Dec 2002 12:44:57 -0500
Subject: [rt-users] Changes to system
In-Reply-To: <20021209122253.D14323@lafferty.ca>
References: <000001c29df6$c177ba40$7300a8c0@poseiden>
	<Pine.LNX.4.44.0212091257500.13147-100000@x22.ripe.net>
	<20021209104307.B14323@lafferty.ca>
	<20021209122253.D14323@lafferty.ca>
Message-ID: <15860.54937.922725.981703@onceler.kciLink.com>

>>>>> "RL" == Rich Lafferty <rich+rt at lafferty.ca> writes:

RL> On Mon, Dec 09, 2002 at 10:43:07AM -0500, Rich Lafferty <rich+rt at lafferty.ca> wrote:
>> 
>> BEGIN WORK; 
>> ALTER TABLE Tickets id int not null;  -- removed "auto_increment"
>> INSERT INTO TICKETS (id) VALUES (new_starting_id);
>> ALTER TABLE Tickets id int not null auto_increment;
>> DELETE FROM TICKETS WHERE id = new_starting_id;
>> COMMIT;

If you supply a default, it will use it.  The next auto_increment
should pick up after the current max (dunno about these new fancy
table types, though).  At least the MyISAM file type returns the next
up from the max current value for auto_increment types.

RL> If someone would like to provide the equivalent instructions for
RL> PostgreSQL, I'll happily add them.

You just set the next val in the sequence.  This should do it:

SELECT setval('tickets_id_seq',42,false);

to make the next ticket number be 42.

You can even alter the sequence to give numbers incremented by values
other than 1, but that's not too exciting.


From rich+rt at lafferty.ca  Mon Dec  9 15:04:26 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Mon, 9 Dec 2002 15:04:26 -0500
Subject: [rt-users] Changes to system
In-Reply-To: <15860.54937.922725.981703@onceler.kciLink.com>; from khera@kcilink.com on Mon, Dec 09, 2002 at 12:44:57PM -0500
References: <000001c29df6$c177ba40$7300a8c0@poseiden> <Pine.LNX.4.44.0212091257500.13147-100000@x22.ripe.net> <20021209104307.B14323@lafferty.ca> <20021209122253.D14323@lafferty.ca> <15860.54937.922725.981703@onceler.kciLink.com>
Message-ID: <20021209150426.F14323@lafferty.ca>

On Mon, Dec 09, 2002 at 12:44:57PM -0500, Vivek Khera <khera at kcilink.com> wrote:
>
> If you supply a default, it will use it.  The next auto_increment
> should pick up after the current max (dunno about these new fancy
> table types, though).  At least the MyISAM file type returns the next
> up from the max current value for auto_increment types.

Unfortunately, that reduces to "At least the MyISAM type works as
documented", which is why it's so messy (although less so in the end)
in the first place. :-)

I'm going to whine about InnoDB auto_increment on mysql-internals when
I've got time to compose a post that doesn't look like a user
whining. :-)
 
[Postgres:]

> You just set the next val in the sequence.  This should do it:
> 
> SELECT setval('tickets_id_seq',42,false);
> 
> to make the next ticket number be 42.

How pleasantly straightforward. :-) Thanks!

  -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 lists at masonc.com  Mon Dec  9 15:09:10 2002
From: lists at masonc.com (Chris Mason)
Date: Mon, 9 Dec 2002 16:09:10 -0400
Subject: [rt-users] HTMl emails
Message-ID: <000001c29fbe$d6194c60$7300a8c0@poseiden>

Normally our tickets come from reply forms on websites so they are well
formed plain text. However, I have originated from my hotmail account
for testing, and found that the body of the email content is a
attachment, presumably because it is html. Is there a way to deal with
this more elegantly?
Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From raanders at acm.org  Mon Dec  9 17:09:42 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Mon, 9 Dec 2002 14:09:42 -0800 (PST)
Subject: [rt-users] [SOT] Accepting mail _only_ from a domain.
Message-ID: <Pine.LNX.4.33.0212091404430.20668-100000@main.cyber-office.net>

This is _Slightly Off Topic_ but applies to my rt system.  Some slime
bucket has discovered the support e-mail address.  I'd rather not run
Spamassasin on this system and actually only want mail coming from one
domain.  Is this possible via rt-mailgate or should I hunt up a
sendmail/procmail solution?


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



From pdh at snapgear.com  Mon Dec  9 17:32:51 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 10 Dec 2002 08:32:51 +1000
Subject: [rt-users] Status change
In-Reply-To: <000b01c29fa1$abb322b0$7300a8c0@poseiden>
References: <Pine.LNX.4.44.0212091509280.13147-100000@x22.ripe.net> <000b01c29fa1$abb322b0$7300a8c0@poseiden>
Message-ID: <20021209223251.GC528@luggage.internal.moreton.com.au>

Chris Mason wrote:
> Where does these conditions come from?
> 
> OnOwnerChange OpenTicket with template Blank
> OnTicketPickup OpenTicket with template Blank

http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/
http://lists.fsck.com/pipermail/rt-users/2002-April/007995.html

(Jesse, any chance of taking the scrips from that posting
and shoving them into contrib?)
-- 
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 hadad at brturbo.com  Mon Dec  9 19:46:36 2002
From: hadad at brturbo.com (Hadad)
Date: Mon, 9 Dec 2002 21:46:36 -0300
Subject: [rt-users] Please, some help with timezone.........
Message-ID: <195140321461.20021209214636@brturbo.com>

Hello rt-users,

  I'm have very problems setting the dates and hours in RT....
  
  In "config.pm" I do this:

  $Timezone =  '/etc/localtime';

  But, never, the dates are the same that my system...

  What could I do?

  Please, someone help me.... is very important to me resolve this,
  and really, I don't know more what I have to do....


  PS:   I already used this too:

  $Timezone =  'America/Sao_Paulo';

  And not work.....

--
Hadad                          mailto:hadad at brturbo.com



From chuff at kazootek.com  Tue Dec 10 04:19:16 2002
From: chuff at kazootek.com (Chris Huff)
Date: Tue, 10 Dec 2002 01:19:16 -0800
Subject: [rt-users] DBI errors after perl upgrade please help!
Message-ID: <FCBC3F3B8FE2D511B9D5009027F7148204D048@EXCHANGE1>

Hi all, my hand was forced tonight to upgrade perl to try and get rid of all
the segfaults with apache and mod_perl. After upgradeing from 5.6.0 to 5.6.1
Im getting all sorts of module errors. Ive solved some of them but im stuck
on this one.

/usr/local/apache/bin/apachectl start
Syntax error on line 550 of /usr/local/apache/conf/httpd.conf:
Can't locate object method "require_version" via package "DBI" at
/usr/lib/perl5/5.6.0/i386-linux/Apache/DBI.pm line 9.
Compilation failed in require at (eval 4) line 3.

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


It looks like Im close but Im ruinning out of ideas. This is for the ticket
sustem for my company that gets about 1000 emails a day. I have to have this
up by morning. Any help would be greatly appreciated.



Thanks
Chris Huff

apache
NameVirtualHost 172.18.200.115

<VirtualHost 172.18.200.115>
DocumentRoot /usr/local/rt2/WebRT/html
ServerName rt.kazootek.com
PerlModule Apache::DBI
# PerlModule Apache::GD::Graph
PerlFreshRestart On
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>


From pdh at snapgear.com  Tue Dec 10 04:28:37 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 10 Dec 2002 19:28:37 +1000
Subject: [rt-users] DBI errors after perl upgrade please help!
In-Reply-To: <FCBC3F3B8FE2D511B9D5009027F7148204D048@EXCHANGE1>
References: <FCBC3F3B8FE2D511B9D5009027F7148204D048@EXCHANGE1>
Message-ID: <20021210092837.GA450@luggage.apana.org.au>

Chris Huff wrote:
> Can't locate object method "require_version" via package "DBI" at
> /usr/lib/perl5/5.6.0/i386-linux/Apache/DBI.pm line 9.

something like
perl -MCPAN -e 'install DBI'
might 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 chuff at kazootek.com  Tue Dec 10 04:36:18 2002
From: chuff at kazootek.com (Chris Huff)
Date: Tue, 10 Dec 2002 01:36:18 -0800
Subject: [rt-users] DBI errors after perl upgrade please help!
Message-ID: <FCBC3F3B8FE2D511B9D5009027F7148204D049@EXCHANGE1>

ive re-installed that, make testdeps used to tell me its installed but now
it doesnt so i guess ill try and get it again. thanks

-----Original Message-----
From: Phil Homewood [mailto:pdh at snapgear.com]
Sent: Tuesday, December 10, 2002 1:29 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] DBI errors after perl upgrade please help!


Chris Huff wrote:
> Can't locate object method "require_version" via package "DBI" at
> /usr/lib/perl5/5.6.0/i386-linux/Apache/DBI.pm line 9.

something like
perl -MCPAN -e 'install DBI'
might 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
_______________________________________________
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 chuff at kazootek.com  Tue Dec 10 04:47:39 2002
From: chuff at kazootek.com (Chris Huff)
Date: Tue, 10 Dec 2002 01:47:39 -0800
Subject: [rt-users] DBI errors after perl upgrade please help!
Message-ID: <FCBC3F3B8FE2D511B9D5009027F7148204D04A@EXCHANGE1>

now im getting this...

[root at netsvc3 5.6.1]# /usr/local/apache/bin/apachectl start
Syntax error on line 550 of /usr/local/apache/conf/httpd.conf:
Can't locate object method "bootstrap" via package "DBI" at
/usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 181.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 183.
Compilation failed in require at
/usr/lib/perl5/5.6.0/i386-linux/Apache/DBI.pm line 4.
BEGIN failed--compilation aborted at
/usr/lib/perl5/5.6.0/i386-linux/Apache/DBI.pm line 4.
Compilation failed in require at (eval 4) line 3.

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

i grappled with this before. make testdeps shows that everything is
installed

[root at netsvc3 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

I really dont know how to fix this.


--CH



-----Original Message-----
From: Chris Huff [mailto:chuff at kazootek.com]
Sent: Tuesday, December 10, 2002 1:36 AM
To: 'Phil Homewood'; rt-users at lists.fsck.com
Subject: RE: [rt-users] DBI errors after perl upgrade please help!


ive re-installed that, make testdeps used to tell me its installed but now
it doesnt so i guess ill try and get it again. thanks

-----Original Message-----
From: Phil Homewood [mailto:pdh at snapgear.com]
Sent: Tuesday, December 10, 2002 1:29 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] DBI errors after perl upgrade please help!


Chris Huff wrote:
> Can't locate object method "require_version" via package "DBI" at
> /usr/lib/perl5/5.6.0/i386-linux/Apache/DBI.pm line 9.

something like
perl -MCPAN -e 'install DBI'
might 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
_______________________________________________
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 Xavier.Sudre at vigilante.com  Tue Dec 10 04:50:04 2002
From: Xavier.Sudre at vigilante.com (Xavier Sudre)
Date: Tue, 10 Dec 2002 10:50:04 +0100
Subject: [rt-users] (no subject)
Message-ID: <51D8345EBEF9A1418D9992A3AB28036907FC4F@par-exch.internal.vigilante.com>

Hello everybody,

Around 1 month and a half ago I asked a question about RT CC and BCC.
I am surprised because since that time the CVS tree for 2.0.X had no
changes.
I suppose the Bug has not been fixed at this time and my question is 
when it would be fixed ??

In fact it is very usefull to be able to CC or BCC any reply or
comments...

Is there also anyone else in the same case or someone that found a
solution ?
By the past someone told me about CC and BCC sent with body and not with

headers, may be this is something to take a look at.

For information, I am using RT 2.0.15-CVS.

Regards,

--
Xavier Sudre


From pdh at snapgear.com  Tue Dec 10 05:39:42 2002
From: pdh at snapgear.com ('Phil Homewood')
Date: Tue, 10 Dec 2002 20:39:42 +1000
Subject: [rt-users] DBI errors after perl upgrade please help!
In-Reply-To: <FCBC3F3B8FE2D511B9D5009027F7148204D04A@EXCHANGE1>
References: <FCBC3F3B8FE2D511B9D5009027F7148204D04A@EXCHANGE1>
Message-ID: <20021210103942.GC450@luggage.apana.org.au>

Chris Huff wrote:
> Can't locate object method "bootstrap" via package "DBI" at
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 181.

You need to rebuild mod_perl against your new perl version.
-- 
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 chuff at kazootek.com  Tue Dec 10 05:49:37 2002
From: chuff at kazootek.com (Chris Huff)
Date: Tue, 10 Dec 2002 02:49:37 -0800
Subject: [rt-users] DBI errors after perl upgrade please help!
Message-ID: <FCBC3F3B8FE2D511B9D5009027F7148204D04D@EXCHANGE1>

OMG! Thank you and Harald for your help. Its working. In retrospect it seems
a fairly obvious thing to do. I guess i was hoping for the perl upgrade to
be easy. I hope this thread can help others.

-----Original Message-----
From: 'Phil Homewood' [mailto:pdh at snapgear.com]
Sent: Tuesday, December 10, 2002 2:40 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] DBI errors after perl upgrade please help!


Chris Huff wrote:
> Can't locate object method "bootstrap" via package "DBI" at
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm line 181.

You need to rebuild mod_perl against your new perl version.
-- 
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 Xavier.Sudre at vigilante.com  Tue Dec 10 06:33:27 2002
From: Xavier.Sudre at vigilante.com (Xavier Sudre)
Date: Tue, 10 Dec 2002 12:33:27 +0100
Subject: [rt-users] FW: CC and BCC troubles (Again)
Message-ID: <51D8345EBEF9A1418D9992A3AB28036907FC63@par-exch.internal.vigilante.com>

Sorry last one had no subject...

-----Original Message-----
From: Xavier Sudre 
Sent: mardi 10 d?cembre 2002 10:50
To: 'rt-users at lists.fsck.com'
Subject: CC and BCC troubles (Again)


Hello everybody,

Around 1 month and a half ago I asked a question about RT CC and BCC. I am surprised because since that time the CVS tree for 2.0.X had no changes. I suppose the Bug has not been fixed at this time and my question is 
when it would be fixed ??

In fact it is very usefull to be able to CC or BCC any reply or comments...

Is there also anyone else in the same case or someone that found a solution ? By the past someone told me about CC and BCC sent with body and not with 
headers, may be this is something to take a look at.

For information, I am using RT 2.0.15-CVS.

Regards,

--
Xavier Sudre


From bortzmeyer at nic.fr  Tue Dec 10 07:33:13 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Tue, 10 Dec 2002 13:33:13 +0100
Subject: [rt-users] [SOT] Accepting mail _only_ from a domain.
In-Reply-To: <Pine.LNX.4.33.0212091404430.20668-100000@main.cyber-office.net>
References: <Pine.LNX.4.33.0212091404430.20668-100000@main.cyber-office.net>
Message-ID: <20021210123313.GA921@nic.fr>

On Mon, Dec 09, 2002 at 02:09:42PM -0800,
 Roderick A. Anderson <raanders at acm.org> wrote 
 a message of 18 lines which said:

> This is _Slightly Off Topic_ but applies to my rt system.  Some slime
> bucket has discovered the support e-mail address.  I'd rather not run
> Spamassasin on this system and actually only want mail coming from one
> domain.  Is this possible via rt-mailgate or should I hunt up a
> sendmail/procmail solution?


[Untested, YMMV, IANAL, batteries not included]

Instead of:

foo: "|/local/rt2/bin/rt-mailgate --queue Foo --action correspond"

Do a:

foo:"|exec /usr/bin/procmail /etc/mail/procmailrcs/foo"

With a /etc/mail/procmailrcs/foo which contains:

MYDOMAIN=bar.com

:0
* $^From:.*@$MYDOMAIN
|/local/rt2/bin/rt-mailgate --queue Foo --action correspond

:0
/dev/null


From proftp_cj at kdd.de  Tue Dec 10 08:47:08 2002
From: proftp_cj at kdd.de (christian janssen)
Date: Tue, 10 Dec 2002 14:47:08 +0100
Subject: [rt-users] FW: CC and BCC troubles (Again)
In-Reply-To: <51D8345EBEF9A1418D9992A3AB28036907FC63@par-exch.internal.v
 igilante.com>
Message-ID: <5.2.0.9.0.20021210144339.02cffb38@mail.kddnet.de>

Hi,

IMHO you don't need CVS - you need script action!

best regards
Christian


## CITE ###############################################
Date: Wed, 04 Dec 2002 15:20:44 -0500

I've been fighting with the RT-Send-CC function for a few hours today. I 
found the following posts to the mailing list about getting it working...

http://lists.fsck.com/pipermail/rt-users/2002-September/010020.html and the 
two posts listed in that post.

I setup the following scrip actions

OnComment NotifyOtherRecipientsAsComment with template Correspondence
OnCorrespond NotifyOtherRecipients with template Correspondence
OnCorrespond NotifyRequestorsAndCcs with template Correspondence

Now when I add someone as a BCC mail gets sent to that person, but mail is 
still not being sent to someone I add as a one time CC. Can anyone point 
out something obvious I'm missing or something else I need to do?

Thanks
Sean

-- 
Sean Lutner
## END CITE ###############################################

At 12:33 10.12.2002 +0100, Xavier Sudre wrote:
>Sorry last one had no subject...
>
>-----Original Message-----
>From: Xavier Sudre
>Sent: mardi 10 d?cembre 2002 10:50
>To: 'rt-users at lists.fsck.com'
>Subject: CC and BCC troubles (Again)
>
>
>Hello everybody,
>
>Around 1 month and a half ago I asked a question about RT CC and BCC. I am 
>surprised because since that time the CVS tree for 2.0.X had no changes. I 
>suppose the Bug has not been fixed at this time and my question is
>when it would be fixed ??
>
>In fact it is very usefull to be able to CC or BCC any reply or comments...
>
>Is there also anyone else in the same case or someone that found a 
>solution ? By the past someone told me about CC and BCC sent with body and 
>not with
>headers, may be this is something to take a look at.
>
>For information, I am using RT 2.0.15-CVS.
>
>Regards,
>
>--
>Xavier Sudre
>_______________________________________________
>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 khera at kcilink.com  Tue Dec 10 09:39:08 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 10 Dec 2002 09:39:08 -0500
Subject: [rt-users] [SOT] Accepting mail _only_ from a domain.
In-Reply-To: <Pine.LNX.4.33.0212091404430.20668-100000@main.cyber-office.net>
References: <Pine.LNX.4.33.0212091404430.20668-100000@main.cyber-office.net>
Message-ID: <15861.64652.366077.509553@onceler.kciLink.com>

>>>>> "RAA" == Roderick A Anderson <raanders at acm.org> writes:

RAA> This is _Slightly Off Topic_ but applies to my rt system.  Some slime
RAA> bucket has discovered the support e-mail address.  I'd rather not run
RAA> Spamassasin on this system and actually only want mail coming from one
RAA> domain.  Is this possible via rt-mailgate or should I hunt up a
RAA> sendmail/procmail solution?

Just wait until your support email makes its way on to bunches of CDs,
and gets shared by the career spammers.  Our abuse@ and privacy@
addresses are *very* popular.  Unfortunately, we can't filter on spam
for them because that's how people report abuses of our systems, and
it would be bad form to reject those...

We just kill the tickets, and run a purge every so often of "dead"
tickets from the database.

But if you want to limit mail to your support address, review the
restrictions you can impose on it from your mail system, before it
gets to rt-mailgate.  It is best done with the tools designed for the
job.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 steveg at lsli.com  Tue Dec 10 10:50:19 2002
From: steveg at lsli.com (Steve Greenland)
Date: Tue, 10 Dec 2002 09:50:19 -0600
Subject: [rt-users] Changes to system
In-Reply-To: <000a01c29fa1$48e6ee00$7300a8c0@poseiden>
References: <20021209104307.B14323@lafferty.ca> <000a01c29fa1$48e6ee00$7300a8c0@poseiden>
Message-ID: <20021210155019.GA7758@lsli.com>

On Mon, Dec 09, 2002 at 12:37:37PM -0400, Chris Mason wrote:
> I just altered the tickets table so the default was 1000. I think it
> would be a good way to set it up initially.

Why? I'm kind of curious as to the point of this whole excercise. Who
cares what number gets used? (Unless, of course, one is try to migrate
from an existing system and trying to dodge existing ticket numbers or
some such.)

Steve

-- 
"Outlook not so good." That magic 8-ball knows everything! I'll ask
about Exchange Server next.
                           -- (Stolen from the net)


From raanders at acm.org  Tue Dec 10 10:57:04 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Tue, 10 Dec 2002 07:57:04 -0800 (PST)
Subject: [rt-users] [SOT] Accepting mail _only_ from a domain.
In-Reply-To: <20021210123313.GA921@nic.fr>
Message-ID: <Pine.LNX.4.33.0212100753310.769-100000@main.cyber-office.net>

On Tue, 10 Dec 2002, Stephane Bortzmeyer wrote:

Thanks Stephane.  I was thinking along these lines.

I'll give it a try this week.


> [Untested, YMMV, IANAL, batteries not included]
> 
> Instead of:
> 
> foo: "|/local/rt2/bin/rt-mailgate --queue Foo --action correspond"
> 
> Do a:
> 
> foo:"|exec /usr/bin/procmail /etc/mail/procmailrcs/foo"
> 
> With a /etc/mail/procmailrcs/foo which contains:
> 
> MYDOMAIN=bar.com
> 
> :0
> * $^From:.*@$MYDOMAIN
> |/local/rt2/bin/rt-mailgate --queue Foo --action correspond
> 
> :0
> /dev/null
> 

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



From steveg at lsli.com  Tue Dec 10 10:58:06 2002
From: steveg at lsli.com (Steve Greenland)
Date: Tue, 10 Dec 2002 09:58:06 -0600
Subject: [rt-users] Please, some help with timezone.........
In-Reply-To: <195140321461.20021209214636@brturbo.com>
References: <195140321461.20021209214636@brturbo.com>
Message-ID: <20021210155806.GB7758@lsli.com>

On Mon, Dec 09, 2002 at 09:46:36PM -0300, Hadad wrote:
>   I'm have very problems setting the dates and hours in RT....
>   
>   In "config.pm" I do this:
> 
>   $Timezone =  '/etc/localtime';

I woudn't expect that to work, as '/etc/localtime' is not a timezone
specification.

>   $Timezone =  'America/Sao_Paulo';

That, on the other hand, should work. Did you restart Apache after you
made this change? (Not just reload, but actually stop it, see all the
processes go away, and then start it again.)

If you do 

	export TZ='America/Sao_Paulo'
	date

do you get the expected result?

Regards,
Steve

-- 
"Outlook not so good." That magic 8-ball knows everything! I'll ask
about Exchange Server next.
                           -- (Stolen from the net)


From khera at kcilink.com  Tue Dec 10 10:59:43 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 10 Dec 2002 10:59:43 -0500
Subject: [rt-users] Changes to system
In-Reply-To: <20021210155019.GA7758@lsli.com>
References: <20021209104307.B14323@lafferty.ca>
	<000a01c29fa1$48e6ee00$7300a8c0@poseiden>
	<20021210155019.GA7758@lsli.com>
Message-ID: <15862.3951.792640.112363@onceler.kciLink.com>

>>>>> "SG" == Steve Greenland <steveg at lsli.com> writes:

SG> On Mon, Dec 09, 2002 at 12:37:37PM -0400, Chris Mason wrote:
>> I just altered the tickets table so the default was 1000. I think it
>> would be a good way to set it up initially.

SG> Why? I'm kind of curious as to the point of this whole excercise. Who
SG> cares what number gets used? (Unless, of course, one is try to migrate
SG> from an existing system and trying to dodge existing ticket numbers or
SG> some such.)

Customers find it funny to get ticket number 3.  Dunno why ;-)

If you got say, invoice number 14 from a company, would you think they
were big or small, or would you think they just started a new
invoicing system?

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 steveg at lsli.com  Tue Dec 10 11:51:16 2002
From: steveg at lsli.com (Steve Greenland)
Date: Tue, 10 Dec 2002 10:51:16 -0600
Subject: [rt-users] Changes to system
In-Reply-To: <15862.3951.792640.112363@onceler.kciLink.com>
References: <20021209104307.B14323@lafferty.ca> <000a01c29fa1$48e6ee00$7300a8c0@poseiden> <20021210155019.GA7758@lsli.com> <15862.3951.792640.112363@onceler.kciLink.com>
Message-ID: <20021210165116.GB8280@lsli.com>

On Tue, Dec 10, 2002 at 10:59:43AM -0500, Vivek Khera wrote:
> If you got say, invoice number 14 from a company, would you think they
> were big or small, or would you think they just started a new
> invoicing system?

If I cared about how big or small they were, I'd have done some research
before I got around to being invoiced. If I got a low ticket number from
a PTS, I'd probably assume they were using a new system...or that they
didn't have many problems. :-) <Shrug>.

This kind of stuff (like businesses not accepting checks with low
numbers) just seems (at best) silly, or (in the check case) stupid,
because any judgement you make based on these kinds of numbers is
completely invalid: I can set ticket numbers to whatever I like, and I
can buy checks with whatever numbers I like, so what's the point?

People are funny, I guess.

Steve

-- 
"Outlook not so good." That magic 8-ball knows everything! I'll ask
about Exchange Server next.
                           -- (Stolen from the net)


From khera at kcilink.com  Tue Dec 10 12:00:32 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 10 Dec 2002 12:00:32 -0500
Subject: [rt-users] Changes to system
In-Reply-To: <20021210165116.GB8280@lsli.com>
References: <20021209104307.B14323@lafferty.ca>
	<000a01c29fa1$48e6ee00$7300a8c0@poseiden>
	<20021210155019.GA7758@lsli.com>
	<15862.3951.792640.112363@onceler.kciLink.com>
	<20021210165116.GB8280@lsli.com>
Message-ID: <15862.7600.93297.11939@onceler.kciLink.com>

>>>>> "SG" == Steve Greenland <steveg at lsli.com> writes:

SG> completely invalid: I can set ticket numbers to whatever I like, and I
SG> can buy checks with whatever numbers I like, so what's the point?

SG> People are funny, I guess.

You assume people are educated... ;-)

Personally, I started my ticket system at 1.  I don't care about such
nonsense, but some people do.  Our invoices were started at a high
number...


From smylers at gbdirect.co.uk  Tue Dec 10 12:00:36 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Tue, 10 Dec 2002 17:00:36 +0000 (GMT)
Subject: [rt-users] Changes to system
In-Reply-To: <20021210165116.GB8280@lsli.com>
Message-ID: <Pine.LNX.4.44.0212101656140.6682-100000@tiger.gbdirect.co.uk>

Steve Greenland wrote:

> On Tue, Dec 10, 2002 at 10:59:43AM -0500, Vivek Khera wrote:
>
> > If you got say, invoice number 14 from a company, would you think
> > they were big or small, or would you think they just started a new
> > invoicing system?
>
> If I cared about how big or small they were, I'd have done some
> research before I got around to being invoiced. If I got a low ticket
> number from a PTS, I'd probably assume they were using a new
> system...or that they didn't have many problems. :-) <Shrug>.
>
> This kind of stuff (like businesses not accepting checks with low
> numbers) just seems (at best) silly, or (in the check case) stupid,
> because any judgement you make based on these kinds of numbers is
> completely invalid: I can set ticket numbers to whatever I like, and I
> can buy checks with whatever numbers I like, so what's the point?
>
> People are funny, I guess.

We started at 1 (but used up almost a hundred just in testing).  The
advantage of bigger numbers is that they are more identifiable as RT
tickets.  If I yell "four-seven-seven-nine" across the office (or even
just mention it in passing in a conversation, people here will realize
it's a ticket number, because that's the most likely context.  Saying
"eight" has so many possible contexts that people wouldn't guess.

Also, small numbers keep changing how many digits they contain, which
makes sundry tickets not line up quite as well.  Had we started at 10000
then we could've had five-digit ticket numbers for a long time.

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



From lists at masonc.com  Tue Dec 10 18:49:55 2002
From: lists at masonc.com (Chris Mason)
Date: Tue, 10 Dec 2002 19:49:55 -0400
Subject: [rt-users] Changes to system
In-Reply-To: <20021210165116.GB8280@lsli.com>
Message-ID: <001601c2a0a6$d7224d80$7300a8c0@poseiden>

It doesn't matter what the logic is, in business we deal in reality, we
make make money from consumer confidence in us, and we avoid anything
that might create suspicion. It's the little things.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Steve Greenland
Sent: Tuesday, December 10, 2002 12:51 PM
To: 'RT Users mailing list'
Subject: Re: [rt-users] Changes to system


On Tue, Dec 10, 2002 at 10:59:43AM -0500, Vivek Khera wrote:
> If you got say, invoice number 14 from a company, would you think they

> were big or small, or would you think they just started a new 
> invoicing system?

If I cared about how big or small they were, I'd have done some research
before I got around to being invoiced. If I got a low ticket number from
a PTS, I'd probably assume they were using a new system...or that they
didn't have many problems. :-) <Shrug>.

This kind of stuff (like businesses not accepting checks with low
numbers) just seems (at best) silly, or (in the check case) stupid,
because any judgement you make based on these kinds of numbers is
completely invalid: I can set ticket numbers to whatever I like, and I
can buy checks with whatever numbers I like, so what's the point?

People are funny, I guess.

Steve

-- 
"Outlook not so good." That magic 8-ball knows everything! I'll ask
about Exchange Server next.
                           -- (Stolen from the net)
_______________________________________________
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 chuff at kazootek.com  Tue Dec 10 20:15:57 2002
From: chuff at kazootek.com (Chris Huff)
Date: Tue, 10 Dec 2002 17:15:57 -0800
Subject: [rt-users] RE: RT2 MySQL daemon CPU Load over 95%
Message-ID: <FCBC3F3B8FE2D511B9D5009027F7148204D053@EXCHANGE1>

has anyone solved this issue? Im thinking of upgradeing MySQL. Ive been
running the long query log and have the following

/usr/sbin/mysqld, Version: 3.23.51-log, started with:
Tcp port: 3306  Unix socket: /var/lib/mysql/mysql.sock
Time                 Id Command    Argument
# Time: 021210 15:35:43
# User at Host: rt_user[rt_user] @ localhost []
# Query_time: 12  Lock_time: 0  Rows_sent: 2  Rows_examined: 67808
use rt2;
SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1  LEFT JOIN
Users as Users_2  ON  Watchers_1.Owner = Users_2.id  WHERE ((main.Status =
'open')OR(main.Status = 'new')) AND ((main.EffectiveId = main.id)) AND
((Watchers_1.Scope = 'Ticket')) AND ((Watchers_1.Type = 'Requestor')) AND
((Watchers_1.Email = 'Mrfixit49 at hotmail.com')OR(Users_2.EmailAddress =
'Mrfixit49 at hotmail.com'))  AND main.id = Watchers_1.Value  ORDER BY
main.Priority DESC LIMIT 25;
# Time: 021210 16:41:57
# User at Host: rt_user[rt_user] @ localhost []
# Query_time: 11  Lock_time: 0  Rows_sent: 0  Rows_examined: 67819
SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1  LEFT JOIN
Users as Users_2  ON  Watchers_1.Owner = Users_2.id  WHERE ((main.Status =
'open')OR(main.Status = 'new')) AND ((main.EffectiveId = main.id)) AND
((Watchers_1.Scope = 'Ticket')) AND ((Watchers_1.Type = 'Requestor')) AND
((Watchers_1.Email = 'bromano at kazootek.com')OR(Users_2.EmailAddress =
'bromano at kazootek.com'))  AND main.id = Watchers_1.Value  ORDER BY
main.Priority DESC LIMIT 25;

all the other log entries are the same. I havent got a log entry for when
MySQL peggs the CPU at 99% though.



Cheers
--CH

-----Original Message-----
From: Grant Miller [mailto:grant at pico.apple.com]
Sent: Wednesday, October 09, 2002 8:09 AM
To: John DeBerry
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] RE: RT2 MySQL daemon CPU Load over 95%


On Wed, Oct 09, 2002 at 09:54:27AM -0500, John DeBerry wrote:
> Did anyone ever find a solution for this? We are suddenly experiencing
> similar problems as well. We are not using the same system setup, though
> (RedHat).
> 
> Anyone have any ideas on where to look first? :)
> 
> John DeBerry


Have you tried running mytop to see what MySQL is doing when it's eating up
CPU time?

http://public.yahoo.com/~jzawodn/mytop/


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On
> Behalf Of Gororo, Hillary
> Sent: Thursday, September 05, 2002 2:49 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] RE: RT2 MySQL daemon CPU Load over 95%
> 
> 
> I am an RT2 beginner and more than often our mysqld shoots up to over 90%
> and does not come down at all.
> I am running on Solaris 8, 512M, 18GBHD with
> Mason v1.12
> Apache 1.3.26
> mod_perl 1.26




-Grant Miller    grant at pico.apple.com

 Unix Systems Admin, Engineering Computer Services, Apple Computer
_______________________________________________
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 krisa at subtend.net  Tue Dec 10 21:47:08 2002
From: krisa at subtend.net (Kris)
Date: Tue, 10 Dec 2002 18:47:08 -0800
Subject: [rt-users] keyword scheme
Message-ID: <20021211024708.GB10900@subtend.net>

I am now among the users of RT with my own system.  I'm anxious to start
adding entries into they keyword database.

We will be using this system to track IT support issues both system and
network related.  I was wondering if anyone had a published keyword
schema they would be willing to point me to or share before I recreate
the wheel.

The environment is not a large one.  About 5 admins supporting ~150
users + all IT systems.

-- 
I'm just a packet pusher.


From rich+rt at lafferty.ca  Tue Dec 10 23:59:12 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 10 Dec 2002 23:59:12 -0500
Subject: [rt-users] RE: RT2 MySQL daemon CPU Load over 95%
In-Reply-To: <FCBC3F3B8FE2D511B9D5009027F7148204D053@EXCHANGE1>; from chuff@kazootek.com on Tue, Dec 10, 2002 at 05:15:57PM -0800
References: <FCBC3F3B8FE2D511B9D5009027F7148204D053@EXCHANGE1>
Message-ID: <20021210235912.A22878@lafferty.ca>

On Tue, Dec 10, 2002 at 05:15:57PM -0800, Chris Huff <chuff at kazootek.com> wrote:
> 
> has anyone solved this issue? Im thinking of upgradeing MySQL. Ive been
> running the long query log and have the following

[Slow joins with queries on two watchers]


From rich+rt at lafferty.ca  Wed Dec 11 00:06:58 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 11 Dec 2002 00:06:58 -0500
Subject: [rt-users] keyword scheme
In-Reply-To: <20021211024708.GB10900@subtend.net>; from krisa@subtend.net on Tue, Dec 10, 2002 at 06:47:08PM -0800
References: <20021211024708.GB10900@subtend.net>
Message-ID: <20021211000658.B22878@lafferty.ca>

On Tue, Dec 10, 2002 at 06:47:08PM -0800, Kris <krisa at subtend.net> wrote:
> I am now among the users of RT with my own system.  I'm anxious to start
> adding entries into they keyword database.
> 
> We will be using this system to track IT support issues both system and
> network related.  I was wondering if anyone had a published keyword
> schema they would be willing to point me to or share before I recreate
> the wheel.

Ours (from a few months ago, at least) is published in the manual,
if you hadn't caught it there already. :-)

  http://fsck.com/rtfm/factoid.html?id=185

I see it's been modified for clarity a bit, although I chuckle
whenever I see "Won't do -- not our fault" in the sysadmin closure
reasons, because, well, I wish. :-)

  -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 stefan.scherer at sealsystems.de  Wed Dec 11 05:04:50 2002
From: stefan.scherer at sealsystems.de (Stefan Scherer)
Date: Wed, 11 Dec 2002 11:04:50 +0100
Subject: [rt-users] Sort criteria for History
Message-ID: <3DF70DC2.94C1F28C@sealsystems.de>

A colleage asked me to change the order of the transaction
history. He doesn't want to scroll down the whole page for
each ticket, if the history is a bit longer.

So, I've changed the file lib/RT/Transactions.pm in the following way,
and the History now will be printed with the latest changes first.

*** Transactions.pm     2002/09/05 08:17:40     1.1.1.1
--- Transactions.pm     2002/12/11 09:37:54     1.2
***************
*** 39,45 ****
    # By default, order by the date of the transaction, rather than ID.
    $self->OrderBy( ALIAS => 'main',
                  FIELD => 'Created',
!                 ORDER => 'ASC');
  
    return ( $self->SUPER::_Init(@_));
  }
--- 39,45 ----
    # By default, order by the date of the transaction, rather than ID.
    $self->OrderBy( ALIAS => 'main',
                  FIELD => 'Created',
!                 ORDER => 'DESC');    # was  ORDER => 'ASC'
  
    return ( $self->SUPER::_Init(@_));
  }

I'm using RT 2.0.15, but the change should also work in
other versions.

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 harald.kollera at fun.de  Wed Dec 11 05:46:53 2002
From: harald.kollera at fun.de (Harald Kollera)
Date: 11 Dec 2002 11:46:53 +0100
Subject: [rt-users] Changes to system
In-Reply-To: <000001c29df6$c177ba40$7300a8c0@poseiden>
References: <000001c29df6$c177ba40$7300a8c0@poseiden>
Message-ID: <1039603613.19067.83.camel@kamel>

Hello Chris,


On Sat, 2002-12-07 at 14:44, Chris Mason wrote:
> 
> 1: We are implementing RT for handling booking enquiries and general
> enquiries from tourists.
> 
> 2: Can we change status item from "Resolved" to "Booked" as resolved has
> no relevance to our needs?
it is possible. We added "fixed" and "rejected" for our purposes.

You have to change first
/opt/rt2/lib/RT/Queue.pm:@STATUS = qw(new open stalled resolved dead);

but remember that rt updates will set this back. 

Then you have to change the following pages as minimum.
html/Search/Listing.html
html/Ticket/Update.html
html/Ticket/Elements/Tabs
html/Elements/MyRequests
html/Elements/MyTickets
html/Elements/MyQueues

because the string resolved is used all over there.
Do it in a local tree, to avoid problems with updates.

Regards
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/



From len at primaat.com  Wed Dec 11 06:18:20 2002
From: len at primaat.com (Len Kranendonk)
Date: Wed, 11 Dec 2002 12:18:20 +0100
Subject: [rt-users] moved to queue -> notify watcher ?
Message-ID: <007001c2a107$0635d730$b3dda8c0@palntwlen>

Maybe this is a newbe question, but how can I notify the new queue watchers when a ticket is moved from
one queue to onother ? 

Len Kranendonk - www.primaat.com 
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From lists at masonc.com  Wed Dec 11 09:01:15 2002
From: lists at masonc.com (Chris Mason)
Date: Wed, 11 Dec 2002 10:01:15 -0400
Subject: [rt-users] Missing attachements in replies
Message-ID: <000001c2a11d$c5610ab0$7300a8c0@poseiden>

When we send a reply to a ticket and attach a file, the user never gets
the file. I can't find anything in the apache or sendmail logs that
would indicate a problem, can anyone shed light on the solution? We need
to send rental agreements and printable forms to the clients to resolve
the tickets.

Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From lecroart at nevrax.com  Wed Dec 11 09:15:34 2002
From: lecroart at nevrax.com (Vianney Lecroart)
Date: Wed, 11 Dec 2002 15:15:34 +0100
Subject: [rt-users] added row in search page
Message-ID: <000e01c2a11f$c565b3b0$0901a8c0@vianneyl>

Hello,

I have a queue with Keywords like BugClass that is A B C or D, and a
CategoryName like Graphics, Audio, Code and so on.
I can search bugs of a specific BugClass (A for instance) but it's quite
not interesting. I would like to know if it's possible to add rows in
the search page and sort them with this new row. For example, I want to
list all bug and sort them by BugClass and see the BugClass value in the
BugClass row.

before:

Id  Subject  Requestor(s)  Status  Queue  Told  Age  Last  Owner  Take
10  test     nono          new     test   -     -    -     Nobody Take
11  test     nono          new     test   -     -    -     Nobody Take

after:

Id  Subject  Requestor(s)  ...  Age  Last  Owner  Take BugClass
11  test     nono          ...  -    -     Nobody Take A
10  test     nono          ...  -    -     Nobody Take B

I think it s not possible to do that with the web configuration page, so
is it hard to do that hacking the sources and how to do that.

Thanks for your help,

Vianney Lecroart
---
lead network programmer / nevrax.com
icq#: 6870415
homepage: http://ace.planet-d.net
www.geekcode.com: GCS/E d- s+++: a-- C+++$ UL++ P- L+++>+$ E+>- W++ N+
o? K-
w++$ O- M- V- PS- PE? Y PGP t 5? X+ R- tv++ b- DI D+ G e++ h+ r-- y?





From hwagener at hamburg.fcb.com  Wed Dec 11 09:18:31 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 11 Dec 2002 15:18:31 +0100
Subject: [rt-users] Missing attachements in replies
In-Reply-To: <000001c2a11d$c5610ab0$7300a8c0@poseiden>
Message-ID: <6D386E3A-0D13-11D7-B222-003065DC18B8@hamburg.fcb.com>

Am Mittwoch, 11.12.02 um 15:01 Uhr schrieb Chris Mason:

> When we send a reply to a ticket and attach a file, the user never gets
> the file. I can't find anything in the apache or sendmail logs that
> would indicate a problem, can anyone shed light on the solution? We 
> need
> to send rental agreements and printable forms to the clients to resolve
> the tickets.

In the standard installation, attachments in replies don't get sent 
with the reply - they are only stored in the RT system itself and can 
be downloaded from there. There is a contributed add on that does send 
attachments out with the reply.

Regards,
     Harald
-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg



From tony at ics.com  Wed Dec 11 09:57:11 2002
From: tony at ics.com (Tony Aiuto)
Date: Wed, 11 Dec 2002 09:57:11 -0500
Subject: [rt-users] moved to queue -> notify watcher ?
Message-ID: <200212111457.JAA20322@frito>

>Len Kranendonk - www.primaat.com
>Maybe this is a newbe question, but how can I notify the new queue
>watchers when a ticket is moved from one queue to onother ?

There is an OnQueueChange condition available on the contrib site
http://www.fsck.com/pub/contrib/2.0/

Install that and create an appropriate action.   You might
want to create a new template for this which explains what
queue you moved into.  At my site we use this template

Name: QueueAssigned
Description: Ticket assigned to a new queue
Content:
---------------------------------------------------------------------
Subject: Assigned to {$Ticket->QueueObj()->Name()}

Your case was reviewed and assigned to the {$Ticket->QueueObj()->Name()} team.

ICS Support
support at ics.com
---------------------------------------------------------------------

We have a general incoming support queue and only notify the
customer when we move the ticker from that to a product specific
queue.  To do that, I made the action local to our support queue
rather than global.

-Tony Aiuto


From lists at masonc.com  Wed Dec 11 10:06:53 2002
From: lists at masonc.com (Chris Mason)
Date: Wed, 11 Dec 2002 11:06:53 -0400
Subject: [rt-users] Missing attachements in replies
In-Reply-To: <6D386E3A-0D13-11D7-B222-003065DC18B8@hamburg.fcb.com>
Message-ID: <001901c2a126$f0a04660$7300a8c0@poseiden>

I tried NotifyWithAttachment but it did not send the originator an
attachment. I setup a global scrip 

OnCorrespond NotifyAllWatchersWithAttach with template Correspondence 

And tested it, but the originator did not the get the email at all.



-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Harald Wagener
Sent: Wednesday, December 11, 2002 10:19 AM
To: Chris Mason
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Missing attachements in replies



Am Mittwoch, 11.12.02 um 15:01 Uhr schrieb Chris Mason:

> When we send a reply to a ticket and attach a file, the user never 
> gets the file. I can't find anything in the apache or sendmail logs 
> that would indicate a problem, can anyone shed light on the solution? 
> We need to send rental agreements and printable forms to the clients 
> to resolve the tickets.

In the standard installation, attachments in replies don't get sent 
with the reply - they are only stored in the RT system itself and can 
be downloaded from there. There is a contributed add on that does send 
attachments out with the reply.

Regards,
     Harald
-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg

_______________________________________________
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 henrik at hugin.no  Wed Dec 11 10:18:46 2002
From: henrik at hugin.no (=?iso-8859-1?Q?Henrik_Andr=E9_von_Gunten?=)
Date: Wed, 11 Dec 2002 16:18:46 +0100
Subject: similar problem(was Re: [rt-users] 2.1.42 woes: undefined $ah in webmux.pl 
Message-ID: <ABEALACLAGBDMNKAFACMOEDACJAA.henrik@hugin.no>

Hi,

found your post on the the rt-users at lists.fsck.com archive and just wanted
to ask i you or somebody have found a solution to this problem. I have
encountered the exact same error.

[Wed Dec 11 16:00:25 2002] [notice] Apache/1.3.27 (Unix) mod_perl/1.27
PHP/4.2.3 mod_ssl/2.8.12 OpenSSL/0.9.6d configured -- resuming normal
operations
[Wed Dec 11 16:00:25 2002] [notice] Accept mutex: fcntl (Default: fcntl)
[Wed Dec 11 16:00:42 2002] [error] Can't call method "handle_request" on an
undefined value at /home/rt2/bin/webmux.pl line 170, <GEN0> line 2.


I'm using Solaris 8, perl 5.8.0, rt-2-0-15.

Anybody?

Regards
Henrik von Gunten


# OLD POST BELOW

Kazu Kimura kazu at kmn.co.jp
Mon, 28 Oct 2002 14:44:50 +0900

I have been experiencing very similar symptom with FreeBSD4.6, RT-2-0-5 and
perl 5.00503 for a long time.

[Mon Oct 28 05:29:55 2002] [notice] Apache/1.3.27 (Unix) mod_perl/1.27
configured -- resuming normal operations
[Mon Oct 28 05:29:55 2002] [notice] Accept mutex: flock (Default: flock)
[Mon Oct 28 05:41:21 2002] [error] Can't call method "handle_request" on an
undefined value at /opt/rt2/bin/webmux.pl line 170.

Any clue to solve this?

Regards,
Kazu
----- Original Message -----
From: "Patrick YU" <pyu at pobox.com>
To: <rt-users at lists.fsck.com>
Sent: Monday, October 28, 2002 2:07 PM
Subject: [rt-users] 2.1.42 woes: undefined $ah in webmux.pl


> Hello all.
>
> I'm trying to set up version 2.1.42 and the initial to the web UI caused
> the following Apache log:
>
> Constant subroutine CGI::XHTML_DTD redefined at
> /Library/Perl/constant.pm line 108.
> [Sun Oct 27 11:49:19 2002] [notice] Apache/1.3.26 (Darwin) mod_perl/1.27
> configured -- resuming normal operations
> [Sun Oct 27 11:49:19 2002] [notice] Accept mutex: flock (Default: flock)
> [Sun Oct 27 11:49:33 2002] [error] Can't call method "handle_request" on
> an undefined value at /usr/local/rt3/bin/webmux.pl line 88.
>
> Any advise on how to proceed ?  I've determined that the $ah handler
> wasn't created / defined in webmux.pl.  The RT log file doesn't have
> anything after changing log level to 'debug'.
>
> Configuration:
> Mac OS X 10.1.5
> Mason 1.10
> mod_perl 1.27
>
> thanks in advance,
>
> Patrick
>
> _______________________________________________
> 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 onshore.com  Wed Dec 11 10:45:27 2002
From: rt at onshore.com (Geno)
Date: Wed, 11 Dec 2002 09:45:27 -0600 (CST)
Subject: [rt-users] ability to open 1 ticket in multiple queues
Message-ID: <Pine.LNX.4.44.0212110943210.6775-100000@queso.onshore.com>

I'm in a situation now where at times I need to open a ticket under
multiple queues.  Is there an easy way to do this?  I'm running the latest
stable release but I would be willing to move to the dev version if it is
supported.  Has anyone coded a util that would do this?



From jshoberg at attbi.com  Wed Dec 11 11:59:44 2002
From: jshoberg at attbi.com (jshoberg at attbi.com)
Date: Wed, 11 Dec 2002 16:59:44 +0000
Subject: [rt-users] Resolved Autoresponse with Resolution ???
Message-ID: <20021211165952.B798A11116@pallas.eruditorum.org>

When a ticket is moved to resolved it sends an autorespond to the requestor.  
Is there any way to include notes form the resultion?  I see in the other 
templated how to grab 'dynamic data elements' but nothing in the docs points to 
writing templates like this.

Thanks
Jon


From mesch at NanoTech.Wisc.EDU  Wed Dec 11 16:44:44 2002
From: mesch at NanoTech.Wisc.EDU (Jeff Mesch)
Date: Wed, 11 Dec 2002 15:44:44 -0600
Subject: [rt-users] MySQL issues during RT 2.0.15 install
Message-ID: <5.2.0.9.2.20021211151702.00b15660@gatekeeper.nanotech.wisc.edu>

Beware, this is a question from an RT-newbie.

System is running Redhat 7.3, with MySQL installed as part of the initial 
installation. So the mysql executable is at /usr/bin/mysql, and mysqladmin 
is at /usr/bin/mysqladmin.

I was able to resolve all the dependencies without any problems.

I run "make install" and get the following error:

Enter the mysql administrator's database password to create a new user for RT
bin/initacls.mysql: /usr/bin//bin/mysql: No such file or directory
Enter the mysql administrator's database password to nondestructively 
reload the database
bin/initacls.mysql: /usr/bin//bin/mysqladmin: No such file or directory
make: *** [acls] Error 127

It complains about directories not being there, but the paths it is 
referring to are clearly wrong.

I have DB_HOME set to /usr/bin/. My guess is that the problem is with DB_HOME.

Any suggestions?

->Jeff



From bear at amberorder.com  Wed Dec 11 17:08:11 2002
From: bear at amberorder.com (Bear)
Date: Wed, 11 Dec 2002 14:08:11 -0800
Subject: [rt-users] MySQL issues during RT 2.0.15 install
In-Reply-To: <5.2.0.9.2.20021211151702.00b15660@gatekeeper.nanotech.wisc.edu>
Message-ID: <000301c2a161$cb7642a0$c42ff9d0@amberorder.com>

Jeff,

Try just /usr as DB_HOME -- I believe there's a clarifying comment in
the RT2 Makefile:

# DB_HOME is where the Database's commandline tools live.  $DB_HOME/bin
# should contain the binaries themselves, e.g. if "which mysql" gives
# "/usr/local/mysql/bin/mysql", $DB_HOME should be "/usr/local/mysql"

Ergo, the /bin/ is redundant and adds the extra '/'

DB_HOME                 = /usr  <-- My Redhat 7.3 entry

My apologies if this reply hits the list twice.  I made an error in my
original reply.

-----------------------------------------------------
John C. Stroud           Solid Information Technology
Senior System Administrator       650-210-9100  x477
john.stroud at solidtech.com         510-501-9173 (Cell)

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Jeff Mesch
Sent: Wednesday, December 11, 2002 1:45 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] MySQL issues during RT 2.0.15 install

Beware, this is a question from an RT-newbie.

System is running Redhat 7.3, with MySQL installed as part of the
initial 
installation. So the mysql executable is at /usr/bin/mysql, and
mysqladmin 
is at /usr/bin/mysqladmin.

I was able to resolve all the dependencies without any problems.

I run "make install" and get the following error:

Enter the mysql administrator's database password to create a new user
for RT
bin/initacls.mysql: /usr/bin//bin/mysql: No such file or directory
Enter the mysql administrator's database password to nondestructively 
reload the database
bin/initacls.mysql: /usr/bin//bin/mysqladmin: No such file or directory
make: *** [acls] Error 127

It complains about directories not being there, but the paths it is 
referring to are clearly wrong.

I have DB_HOME set to /usr/bin/. My guess is that the problem is with
DB_HOME.

Any suggestions?

->Jeff

_______________________________________________
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 paul at goracke.org  Wed Dec 11 17:35:49 2002
From: paul at goracke.org (Paul Goracke)
Date: Wed, 11 Dec 2002 14:35:49 -0800
Subject: [rt-users] MySQL issues during RT 2.0.15 install
In-Reply-To: <5.2.0.9.2.20021211151702.00b15660@gatekeeper.nanotech.wisc.edu>
Message-ID: <E5F12D3C-0D58-11D7-9C18-000393D708F0@goracke.org>

On Wednesday, December 11, 2002, at 01:44  PM, Jeff Mesch wrote:

> I have DB_HOME set to /usr/bin/. My guess is that the problem is with 
> DB_HOME.

Look closer at the Makefile comments:

  # DB_HOME is where the Database's commandline tools live.  $DB_HOME/bin
  # should contain the binaries themselves, e.g. if "which mysql" gives
  # "/usr/local/mysql/bin/mysql", $DB_HOME should be "/usr/local/mysql"

Therefore, your DB_HOME should be '/usr' (the default config)

pg



From psilver at ultrafast.com.au  Wed Dec 11 21:20:30 2002
From: psilver at ultrafast.com.au (Pete Silver)
Date: 12 Dec 2002 12:20:30 +1000
Subject: [rt-users] Missing attachements in replies
In-Reply-To: <001901c2a126$f0a04660$7300a8c0@poseiden>
References: <001901c2a126$f0a04660$7300a8c0@poseiden>
Message-ID: <1039659633.20806.227.camel@snoopy.ultrafast.com.au>

On Thu, 2002-12-12 at 01:06, Chris Mason wrote:
> I tried NotifyWithAttachment but it did not send the originator an
> attachment. I setup a global scrip 
> 
> OnCorrespond NotifyAllWatchersWithAttach with template Correspondence 
> 
> And tested it, but the originator did not the get the email at all.

Check /var/log/rt2/rt.log0 - see if there are any errors there.

If you have errors that NotifyWithAttachment.pm cannot be found, you
might need to copy NotifyWithAttachment.pm into RT's lib/RT/Action
directory, and set it to be executable.


Rgds,

Pete




From andreas.kruthoff at softwired-inc.com  Thu Dec 12 02:47:59 2002
From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff)
Date: Thu, 12 Dec 2002 08:47:59 +0100
Subject: [rt-users] added row in search page
In-Reply-To: <000e01c2a11f$c565b3b0$0901a8c0@vianneyl>
References: <000e01c2a11f$c565b3b0$0901a8c0@vianneyl>
Message-ID: <200212120847.59244.andreas.kruthoff@softwired-inc.com>

Have a look at "%WebOptions=" in config.pm to extend/modify the search result 
page.

-andreas

On Wednesday 11 December 2002 15:15, Vianney Lecroart wrote:
> Hello,
>
> I have a queue with Keywords like BugClass that is A B C or D, and a
> CategoryName like Graphics, Audio, Code and so on.
> I can search bugs of a specific BugClass (A for instance) but it's quite
> not interesting. I would like to know if it's possible to add rows in
> the search page and sort them with this new row. For example, I want to
> list all bug and sort them by BugClass and see the BugClass value in the
> BugClass row.
>
> before:
>
> Id  Subject  Requestor(s)  Status  Queue  Told  Age  Last  Owner  Take
> 10  test     nono          new     test   -     -    -     Nobody Take
> 11  test     nono          new     test   -     -    -     Nobody Take
>
> after:
>
> Id  Subject  Requestor(s)  ...  Age  Last  Owner  Take BugClass
> 11  test     nono          ...  -    -     Nobody Take A
> 10  test     nono          ...  -    -     Nobody Take B
>
> I think it s not possible to do that with the web configuration page, so
> is it hard to do that hacking the sources and how to do that.
>
> Thanks for your help,
>
> Vianney Lecroart
> ---
> lead network programmer / nevrax.com
> icq#: 6870415
> homepage: http://ace.planet-d.net
> www.geekcode.com: GCS/E d- s+++: a-- C+++$ UL++ P- L+++>+$ E+>- W++ N+
> o? K-
> w++$ O- M- V- PS- PE? Y PGP t 5? X+ R- tv++ b- DI D+ G e++ h+ r-- y?
>
>
>
> _______________________________________________
> 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 rtml at bachelorguy.com  Thu Dec 12 03:01:40 2002
From: rtml at bachelorguy.com (ADFH)
Date: Thu, 12 Dec 2002 19:01:40 +1100
Subject: [rt-users] RequestTracker - have people used it in this environment?
Message-ID: <20021212190140.0db1ad05.rtml@bachelorguy.com>

I've been instructed to look into building a job tracking system for an
organisation. I figure there is absolutely no point in reinventing the
wheel :) ...

I read through the FAQs and the manual - but didn't really find a
section devoted to "What RequestTracker is and isn't suitable for"..

What we need is a system which accepts tasks that are to be done for
someone, this person or entity can be an internal or external entity
consisting of one or more persons.

These tasks may be standalone tasks or part of a greater project.

These tasks may be assigned to be the responsibility of an entity which
can consist of one or more persons.

Can RequestTracker do this?

Additionally, some of the tasks within the organisation are to be
tracked with CVS - has anyone done any CVS<->RT integration?

Anthony


From okrouhly at civ.zcu.cz  Thu Dec 12 03:49:49 2002
From: okrouhly at civ.zcu.cz (Jan Okrouhly)
Date: Thu, 12 Dec 2002 09:49:49 +0100 (CET)
Subject: [rt-users] moved to queue -> notify watcher ?
In-Reply-To: <200212111457.JAA20322@frito>
Message-ID: <Pine.LNX.4.33.0212120947090.26200-100000@metis.zcu.cz>

On Wed, 11 Dec 2002, Tony Aiuto wrote:

>
> >Len Kranendonk - www.primaat.com
> >Maybe this is a newbe question, but how can I notify the new queue
> >watchers when a ticket is moved from one queue to onother ?
>
> There is an OnQueueChange condition available on the contrib site
> http://www.fsck.com/pub/contrib/2.0/

This is a wrong URL. The correct one is
http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChange/

And this is a Template which sends all ticket history to new queue
watchers (if you'll need it):

{$Transaction->Description} on {$Transaction->CreatedAsString}.

     Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
given)"}
       Owner: {$Ticket->OwnerObj->Name}
  Requestors: {$Ticket->Requestors->EmailsAsString()}
      Status: {$Ticket->Status}
 Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

     History:
{my $j = $Ticket->Transactions;
while (my $t = $j->Next) {
$OUT.=sprintf <<EOFORM;
==========================================================================
Date: @{[$t->CreatedAsString]} (@{[$t->TimeTaken]} minutes)
@{[$t->Description]}
EOFORM
    ;
my $attachments=$t->Attachments();
  while (my $message=$attachments->Next) {
    if ($message->ContentType =~ m{^(text/plain|message|text)$}) {
        $OUT.=$message->Content ;
    } else {
        $OUT.="\n<" . $message->ContentType . " not shown>\n";
    }
  $OUT.="\n";
  }
 }
}==========================================================================


>
> Install that and create an appropriate action.   You might
> want to create a new template for this which explains what
> queue you moved into.  At my site we use this template
>
> Name: QueueAssigned
> Description: Ticket assigned to a new queue
> Content:
> ---------------------------------------------------------------------
> Subject: Assigned to {$Ticket->QueueObj()->Name()}
>
> Your case was reviewed and assigned to the {$Ticket->QueueObj()->Name()} team.
>
> ICS Support
> support at ics.com
> ---------------------------------------------------------------------
>
> We have a general incoming support queue and only notify the
> customer when we move the ticker from that to a product specific
> queue.  To do that, I made the action local to our support queue
> rather than global.
>
> -Tony Aiuto
> _______________________________________________
> 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
>


Jan Okrouhly
---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz---
Laboratory for Computer Science             |    phone: +420 377491 588
University of West Bohemia                  | location: Univerzitni 22
Americka 42, 306 14 Pilsen, Czech Republic  |     room: UI404
------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU-



From lists at masonc.com  Thu Dec 12 07:22:08 2002
From: lists at masonc.com (Chris Mason)
Date: Thu, 12 Dec 2002 08:22:08 -0400
Subject: [rt-users] Autoreply sent when user creates ticket
Message-ID: <002601c2a1d9$16f84620$7300a8c0@poseiden>

When the user in charge of a queue creates a ticket as a way of sending
information to an external person, RT sends the email about the issue,
but also sends an auto-reply saying "Don't respond to this ticket" which
causes confusion for the receipient.

Is there a way for the "onCreateTicket" send autorespond to
differenctiate between email created tickets and internally created
tickets?

Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From lists at masonc.com  Thu Dec 12 07:35:50 2002
From: lists at masonc.com (Chris Mason)
Date: Thu, 12 Dec 2002 08:35:50 -0400
Subject: [rt-users] Missing attachements in replies
In-Reply-To: <1039659633.20806.227.camel@snoopy.ultrafast.com.au>
Message-ID: <002701c2a1db$00d58c20$7300a8c0@poseiden>

BINGO!

I didn't realize that the actions and conditions had to be chmodded 755.
Thanks for that.

Chris

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Pete Silver
Sent: Wednesday, December 11, 2002 10:21 PM
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] Missing attachements in replies


On Thu, 2002-12-12 at 01:06, Chris Mason wrote:
> I tried NotifyWithAttachment but it did not send the originator an 
> attachment. I setup a global scrip
> 
> OnCorrespond NotifyAllWatchersWithAttach with template Correspondence
> 
> And tested it, but the originator did not the get the email at all.

Check /var/log/rt2/rt.log0 - see if there are any errors there.

If you have errors that NotifyWithAttachment.pm cannot be found, you
might need to copy NotifyWithAttachment.pm into RT's lib/RT/Action
directory, and set it to be executable.


Rgds,

Pete


_______________________________________________
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 lists at masonc.com  Thu Dec 12 08:03:34 2002
From: lists at masonc.com (Chris Mason)
Date: Thu, 12 Dec 2002 09:03:34 -0400
Subject: [rt-users] NewDependency.pm is blank
Message-ID: <000001c2a1de$e0ee23f0$7300a8c0@poseiden>

In my recently downloaded and installed version, the
lib/RT/Condition/NewDependency.pm has 0 bytes. Is that an error?

[root at server3 Condition]# ls
total 32
drwxr-xr-x    2 root     bin          4096 Dec  9 20:54 .
drwxr-xr-x    5 root     bin          4096 Dec  5 17:11 ..
-rwxr-xr-x    1 root     bin           475 Nov  6  2001
AnyTransaction.pm
-rwxr-xr-x    1 root     bin          2759 Feb 18  2002 Generic.pm
-rwxr-xr-x    1 root     bin             0 Nov  6  2001 NewDependency.pm
-rwxr-xr-x    1 root     bin           666 Jul 12  2001 OwnerChange.pm
-rwxr-xr-x    1 root     bin           563 Jun 17  2001 QueueChange.pm
-rwxr-xr-x    1 root     bin           643 Nov  6  2001 StatusChange.pm
-rwxr-xr-x    1 root     bin           818 Dec  9 20:40 TicketPickup.pm

Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From henrik at hugin.no  Thu Dec 12 08:12:23 2002
From: henrik at hugin.no (=?iso-8859-1?Q?Henrik_Andr=E9_von_Gunten?=)
Date: Thu, 12 Dec 2002 14:12:23 +0100
Subject: similar problem(was Re: [rt-users] 2.1.42 woes: undefined $ah in webmux.pl 
In-Reply-To: <ABEALACLAGBDMNKAFACMOEDACJAA.henrik@hugin.no>
Message-ID: <ABEALACLAGBDMNKAFACMIEFKCJAA.henrik@hugin.no>

Ok, my problem did go away as I removed "PerlFreshRestart On"
from my apache config file.

/Henrik


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Henrik Andr? von
> Gunten
> Sent: 11. desember 2002 16:19
> To: kazu at kmn.co.jp
> Cc: rt-users at lists.fsck.com
> Subject: Re: similar problem(was Re: [rt-users] 2.1.42 woes: undefined
> $ah in webmux.pl
>
>
> Hi,
>
> found your post on the the rt-users at lists.fsck.com archive and just wanted
> to ask i you or somebody have found a solution to this problem. I have
> encountered the exact same error.
>
> [Wed Dec 11 16:00:25 2002] [notice] Apache/1.3.27 (Unix) mod_perl/1.27
> PHP/4.2.3 mod_ssl/2.8.12 OpenSSL/0.9.6d configured -- resuming normal
> operations
> [Wed Dec 11 16:00:25 2002] [notice] Accept mutex: fcntl (Default: fcntl)
> [Wed Dec 11 16:00:42 2002] [error] Can't call method
> "handle_request" on an
> undefined value at /home/rt2/bin/webmux.pl line 170, <GEN0> line 2.
>
>
> I'm using Solaris 8, perl 5.8.0, rt-2-0-15.
>
> Anybody?
>
> Regards
> Henrik von Gunten
>
>
> # OLD POST BELOW
>
> Kazu Kimura kazu at kmn.co.jp
> Mon, 28 Oct 2002 14:44:50 +0900
>
> I have been experiencing very similar symptom with FreeBSD4.6,
> RT-2-0-5 and
> perl 5.00503 for a long time.
>
> [Mon Oct 28 05:29:55 2002] [notice] Apache/1.3.27 (Unix) mod_perl/1.27
> configured -- resuming normal operations
> [Mon Oct 28 05:29:55 2002] [notice] Accept mutex: flock (Default: flock)
> [Mon Oct 28 05:41:21 2002] [error] Can't call method
> "handle_request" on an
> undefined value at /opt/rt2/bin/webmux.pl line 170.
>
> Any clue to solve this?
>
> Regards,
> Kazu
> ----- Original Message -----
> From: "Patrick YU" <pyu at pobox.com>
> To: <rt-users at lists.fsck.com>
> Sent: Monday, October 28, 2002 2:07 PM
> Subject: [rt-users] 2.1.42 woes: undefined $ah in webmux.pl
>
>
> > Hello all.
> >
> > I'm trying to set up version 2.1.42 and the initial to the web UI caused
> > the following Apache log:
> >
> > Constant subroutine CGI::XHTML_DTD redefined at
> > /Library/Perl/constant.pm line 108.
> > [Sun Oct 27 11:49:19 2002] [notice] Apache/1.3.26 (Darwin) mod_perl/1.27
> > configured -- resuming normal operations
> > [Sun Oct 27 11:49:19 2002] [notice] Accept mutex: flock (Default: flock)
> > [Sun Oct 27 11:49:33 2002] [error] Can't call method "handle_request" on
> > an undefined value at /usr/local/rt3/bin/webmux.pl line 88.
> >
> > Any advise on how to proceed ?  I've determined that the $ah handler
> > wasn't created / defined in webmux.pl.  The RT log file doesn't have
> > anything after changing log level to 'debug'.
> >
> > Configuration:
> > Mac OS X 10.1.5
> > Mason 1.10
> > mod_perl 1.27
> >
> > thanks in advance,
> >
> > Patrick
> >
> > _______________________________________________
> > 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 lynoure at otaverkko.fi  Thu Dec 12 08:17:41 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 12 Dec 2002 15:17:41 +0200
Subject: [rt-users] Content-Type weirdness with NotifyWithAttachment
Message-ID: <1039699061.6276.41.camel@isis>

When an attachment is sent from RT, some of the receivers 
a) get the attachment properly (e.g. as a clickable button in Evolution)
and the e-mail they get has 
Content-Type: multipart/mixed; boundary="=-JavorBxnEQqN23h7VQxc"
(with variable boundary, of course)

b) Others get the whole mime thing inline and e-mail has 
Content-Type: text/plain; CHARSET=US-ASCII

For example, lynoure at otaverkko.fi gets broken ones, but
lynoure at isis.otaverkko.fi doesn't, and I read both of the mails on the
same Evolution mail client.

Has anybody had this kind of behaviour? I can supply full mail headers
for both cases if somebody thinks it would help.

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From tony at ics.com  Thu Dec 12 09:41:17 2002
From: tony at ics.com (Tony Aiuto)
Date: Thu, 12 Dec 2002 09:41:17 -0500
Subject: [rt-users] moved to queue -> notify watcher ?
Message-ID: <200212121441.JAA24133@frito>

>> There is an OnQueueChange condition available on the contrib site
>> http://www.fsck.com/pub/contrib/2.0/
>
>This is a wrong URL. The correct one is
>http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChange/

Opps, sorry.  I didn't verify the exact location.  I just sort of
pointed in the right direction.


>And this is a Template which sends all ticket history to new queue
>watchers (if you'll need it):
>...

Very cool template, but I shy away from any choices that send the entire
history.   The problem is that our engineers sometimes add comments which,
while accurate, might be misinterpreted by our customers (e.g. "This guy
is a complete idiot").  Even when only internal queue watchers get the
mail, they sometimes accidentally forward it to customers.  We strive to
never send a complete history in any mail, just to prevent "information
leakage" :-).

Thanks,

-tony


From ron at shunra.com  Thu Dec 12 10:15:40 2002
From: ron at shunra.com (Ron Gidron)
Date: Thu, 12 Dec 2002 17:15:40 +0200
Subject: [rt-users] newbie question
Message-ID: <3DF8A81C.6040208@shunra.com>

I have just installed RT on an mdk 9.0 box,
The installation reported no problems and everything seamed to flow smoothly, however,
after the configuration of httpd.conf I am getting an error that looks like this

[error] comp_root '!!MASON_LOCAL_HTML_PATH!!' is not an absolute directory

looks like an installation macro of some sort,
has anyone seen this before?
I would really appreciate a *pointer in the right direction.



-- 
Best Regards,
Ron Gidron
Customer Support Manager
SHUNRA Ltd.
Phone: +972 9 7643750
Mobile: +972 54 792469



From bpinksto at centenary.edu  Thu Dec 12 10:16:17 2002
From: bpinksto at centenary.edu (Brad Pinkston)
Date: Thu, 12 Dec 2002 09:16:17 -0600
Subject: [rt-users] Session Variables
Message-ID: <010f01c2a1f1$6adc06b0$8d5ac4cc@gents.centenary.edu>

Is there a list of the main session variables the WebRT uses somewhere?  I
would like to create an Element which lists the number of new, open, and
stalled tickets for every user in the queue the current user is subscribed
to.  I'm not sure what all the session variable names are I need to use.  I
figured it would be easier to ask about this than tinker and mess things up.

Thanks,

Brad Pinkston
Centenary College of LA
Firewall/Network Administrator
IT Department
(318) 869-5003
bpinksto at centenary.edu



From mcarroll at permeo.com  Thu Dec 12 12:09:52 2002
From: mcarroll at permeo.com (Mike Carroll)
Date: Thu, 12 Dec 2002 11:09:52 -0600
Subject: [rt-users] Just installed and script isn't being executed...
Message-ID: <3DF8C2E0.8080409@permeo.com>

Hi gang,

I finally got rt installed with all necessary dependencies..  I had to 
do it about 3 or 4 times but I have been able to load all the apache 
modules and was able to bring up the httpd daemon without errors..

I'm using mod_perl and Apache's virtual hosts and Mason::HTML...

Anyway, when I go to the index.html page for RT, I only get the script 
code to display in my browser..

I know this description is pretty vague, but it's about all I know to 
give you.  I'll be happy to elaborate about specifics, but don't know 
what you could want.

Thanks in advance,

Mike

-- 
Mike Carroll
System Administrator
Permeo Technologies Inc.

(214) 262-4620
mcarroll at permeo.com

6535 North State Highway 161
Irving, TX 75039




From mbartsch at netglobalis.net  Thu Dec 12 13:01:41 2002
From: mbartsch at netglobalis.net (Marcelo Bartsch)
Date: 12 Dec 2002 15:01:41 -0300
Subject: [rt-users] Patch to lib/RT/User.pm to use LDAP Authentication. (for rt 2.0.15)
Message-ID: <1039716101.4778.41.camel@R2D2.NETGLOBALIS.CL>

Hello,
i was looking at the mailing list and couldn't find a patch
that just do autehntication, all do authentication plus 
information fetch from ldap, so i write my own.

This patch allow to autenticate users using Net::LDAP to
autenticate against ldap using normal auth (not external)

for user information i use the script from contrib called
rtimportldap.pl from Stanislav Sinyagin <ssinyagin_[at]_yahoo_[dot]_com>
so user information is pushed into RT from crontab every 5 minutes, and
authentication is performed online thanks to this patch. i hope it can
be from use to other people.

you musty add this variables to etc/config.pm inside the RT Package

$LDAPExternalAuth = 1;
$LdapServer="ldap.domian.com";
$LdapUser="CN=ldapuser,CN=Users,DC=domain,DC=com";
$LdapPass="ldapasswd";
$LdapBase="DC=domain,DC=com";
$LdapUidAttr="uid";
$LdapFilter="(|(memberOf=CN=WebRT,OU=ACLS,DC=domain,DC=com)(memberOf=CN=WebRT-admin,OU=ACLS,DC=domain,DC=com))";


please note, this is an ldap from Windows2000 Active Directory.
what i do to control access is:

create a new OU called ACLS, then i create groups called WebRT
,WebRT-admin and some other for authentication then i add the 
users to those groups, and using filter i can check if someone had
access to some areas or not, so the ldap schema is something like

dn: CN=Name LastName,OU=Support 1,OU=Main OU,DC=domain,DC=com
memberOf: CN=webrt-admin,OU=ACLS,DC=domain,DC=com
memberOf: CN=other-access-group,OU=ACLS,DC=domain,DC=com
accountExpires: 9223372036854775807
badPasswordTime: 126841869968308180
badPwdCount: 0
codePage: 0
cn: Name LastName
[more lines of AD ldap stuff]

so "memberOf" makes the trick, the only thing will not work (i mean
i had not tested so if didn't work, don't blame me) is that the user is
member of a group wich
is member of webrt for example)


the filter used for query ldap is:

(&(&(objectclass=user)(<LdapUidAttr>=<USERNAME>))<LdapFilter>)

i had't tested with an empty LdapFilter.

Please not i wrote this patch in some 2 hours, so bugs must
be there.

P.D.: is there any way to overwrite a built in function with an
external on, so i can write a module to replace IsPassword ?
P.D.2: i'm a new perl programmer so there must be bugs on the code
or line bad writen, this patch also has not been intensive tested.


-- 
   Marcelo Bartsch
mbartsch at netglobalis.net
  www.netglobalis.net

PGP Fingerprint : 
877E 3A56 F523 B44A 3260  8F83 8916 E158 6100 F721
-------------- next part --------------
--- /root/rt-2-0-15/lib/RT/User.pm	Wed Jul 10 14:36:27 2002
+++ lib/RT/User.pm	Thu Dec 12 14:57:38 2002
@@ -583,11 +583,60 @@
          ($self->__Value('Password') eq undef) )  {
         return(undef);
      }
-    if ($self->__Value('Password') eq crypt($value, $self->__Value('Password'))) {
-	return (1);
+    if (! $RT::LDAPExternalAuth)
+    {
+	    if ($self->__Value('Password') eq crypt($value, $self->__Value('Password'))) {
+		return (1);
+	    }
+	    else {
+		return (undef);
+	    }
     }
-    else {
-	return (undef);
+    else
+    {
+#Modification by Marcelo Bartsch <bartschm_cl at hotmail.com>
+        $RT::Logger->info("Using External Authentication\n");
+	use Net::LDAP::Util qw( ldap_error_name ldap_error_text) ;
+
+	my $ldap = Net::LDAP->new($RT::LdapServer, version=>3) or $RT::Logger->critical("GetExternalUserWithLDAP: " . "Cannot connect to LDAP'\n"), return 0;
+	
+	my $mesg = $ldap->bind($RT::LdapUser, password =>$RT::LdapPass );
+	if ($mesg->code != LDAP_SUCCESS) {
+	     $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:",
+				   $mesg->code, "\n");
+	     return 0;
+	}
+	
+	my $filter = "(&(&(objectclass=user)(" . $RT::LdapUidAttr . "=" . $self->Name ."))$RT::LdapFilter)";
+	$RT::Logger->debug("GetExternalUserWithLDAP: First search filter '$filter'\n");
+	$mesg = $ldap->search(base   => $RT::LdapBase, 
+			  filter => $filter,
+			  attrs  => ['dn']);
+	if (($mesg->code != LDAP_SUCCESS) or ($mesg->code != LDAP_PARTIAL_RESULTS))
+	{
+		$RT::Logger->debug("GetExternalUserWithLDAP: Could not search for $filter: ", 
+			      $mesg->code, "" , ldap_error_name($mesg->code) ,"\n");
+		return 0;
+	}
+	$RT::Logger->debug("GetExternalUserWithLDAP: First search produced ",
+     	$mesg->count, " results\n");
+	if (! $mesg->count)
+	{
+		$RT::Logger->info("AUTH FAILED: " . $self->Name . "\n");
+		return 0;
+	}
+	$RT::Logger->debug("LDAP DN: " . $mesg->first_entry->dn . " " . $value . "\n");
+	my $mesg2 = $ldap->bind($mesg->first_entry->dn, password =>$value );
+	if ($mesg2->code != LDAP_SUCCESS) {
+		$RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:",
+			$mesg2->code, "\n");
+		return 0;
+	}
+	else
+	{
+		$RT::Logger->info("AUTH OK: " . $self->Name . " (" .$mesg->first_entry->dn . ")\n");
+		return 1;
+	}
     }
 }
 

From rt-for-chris at db.lm.com  Thu Dec 12 13:26:20 2002
From: rt-for-chris at db.lm.com (rt-for-chris at db.lm.com)
Date: Thu, 12 Dec 2002 13:26:20 -0500 (EST)
Subject: [rt-users] empty message-body in replies
In-Reply-To: <20021203222214.GB519@luggage.internal.moreton.com.au>
Message-ID: <20021212131856.J18057-100000@zaxxon.telerama.com>

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

Cool, thanks!  I just implemented the patch you posted and, of course,
changed $ExtractNestedMessages to 1 (it was 0 in the patch.)

I will let you know if I still see any blank replies.  I've informed
the staff here to let me know immediately if they see the problem
recur.

So, let me make sure of one thing...  The blank e-mails that I'm
seeing are the messages that our customers receive when we send a
reply from within RT.  This *is* the problem that this patch
addresses, right?  Just wanted to make sure...

As I understand, what was being discussed in the thread is that
incoming message are causing the subsequent replies to show up as
blank, correct?  Sorry, I'm unfortunately not a MIME expert and got a
little lost in the details of the problem...

I'll let you know how this works out.

Thanks again,
- -Chris

- --
Chris Tracy <chris at telerama.com>
Telerama Public Access Internet
Senior Network Engineer
http://www.telerama.com

On Wed, 4 Dec 2002, Phil Homewood wrote:

> Smylers wrote:
> > I'm confused!  Phil, why are you quoting a message that I wrote in July:
> >   http://lists.fsck.com/pipermail/rt-users/2002-July/008947.html
> >
> > attributing it to somebody else, and replying in December (in a with a
> > different subject header) plugging a message you wrote in August (which
> > incidentally has the same subject that this one now does)?
>
> Because I thought it might be fun to confuse, confound and amaze you
> with my psychic powers!
>
> That, and the fact that the message I was replying to was
> http://lists.fsck.com/pipermail/rt-users/2002-December/011059.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
> _______________________________________________
> 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
>

-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (FreeBSD)
Comment: For info see http://www.gnupg.org

iD8DBQE9+NTOODpZMT+19JERAotwAKCTwvQRdyP+CAzaAO6A6Kg1HZGTHgCgt2ng
aD9tFFg16rRQ7kR6SGwxvmc=
=sRpJ
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From Ralexander at musiciansfriend.com  Thu Dec 12 13:26:44 2002
From: Ralexander at musiciansfriend.com (Ron Alexander)
Date: Thu, 12 Dec 2002 10:26:44 -0800
Subject: [rt-users] ability to open 1 ticket in multiple queues
References: <20021212075002.11561.74799.Mailman@pallas.eruditorum.org>
Message-ID: <3DF8D4E4.3020903@musiciansfriend.com>

>
>
>Message: 9
>Date: Wed, 11 Dec 2002 09:45:27 -0600 (CST)
>From: Geno <rt at onshore.com>
>To: rt-users at lists.fsck.com
>Subject: [rt-users] ability to open 1 ticket in multiple queues
>
>I'm in a situation now where at times I need to open a ticket under
>multiple queues.  Is there an easy way to do this?  I'm running the latest
>stable release but I would be willing to move to the dev version if it is
>supported.  Has anyone coded a util that would do this?
>
>  
>
I would just create children or dependent tickets in the correct queues. If you really want to get fancy you can even merge them into the main ticket when the children/dependencies are closed.

Ron

-- 
/************************************************************
 * Ron Alexander             ralexander at musiciansfriend.com *
 * Programmer/Analyst        Musician's Friend, Inc.        *
 * Phone:(541)774-5362       http://www.musiciansfriend.com *
 ************************************************************/




From mcarroll at permeo.com  Thu Dec 12 13:54:45 2002
From: mcarroll at permeo.com (Mike Carroll)
Date: Thu, 12 Dec 2002 12:54:45 -0600
Subject: [rt-users] Just installed and script isn't being executed...
Message-ID: <3DF8DB75.10606@permeo.com>

Is there supposed to be a LoadModule command in the httpd.conf

something like:

LoadModule HTML::Mason

The only place in my file where I try to call it is under my Virtual 
host section...

<VirtualHost 143.101.64.178>
DocumentRoot /opt/rt2/WebRT/html
ServerName rt.syl.dl.nec.com
PerlModule Apache::DBI
Alias /rt2 /usr/local/rt2/WebRT/html
PerlRequire /opt/rt2/bin/webmux.pl
<Location /rt2>
SetHandler perl-script
PerlHandler RT::Mason
</Location>
</VirtualHost>

I just tried recompiling everything including Mason and get the same 
results...  

Thanks for your help

Ron Gidron wrote:

>From - Thu Dec 12 11:17:33 2002
>X-UIDL: 3df8c31f00000001
>X-Mozilla-Status: 0011
>X-Mozilla-Status2: 00000000
>Received: from lupus.dl.necus.net (mailer.nec.com [143.101.113.4])
>	by shredder.syl.dl.nec.com (8.9.3/8.9.3) with ESMTP id LAA25347
>	for <mcarroll at permeo.com>; Thu, 12 Dec 2002 11:08:24 -0600 (CST)
>Received: from antlia.dl.necus.net ([172.24.20.60])
>	by lupus.dl.necus.net (8.12.6/8.12.6) with ESMTP id gBCH5Nax004407
>	for <mcarroll at permeo.com>; Thu, 12 Dec 2002 11:05:23 -0600 (CST)
>Received: from qube.shunra.com ([67.40.199.227])
>	by antlia.dl.necus.net (8.12.6/8.12.6) with ESMTP id gBCGRV38004954
>	for <mcarroll at permeo.com>; Thu, 12 Dec 2002 10:27:31 -0600 (CST)
>Received: from shunra.com (bzq-219-173-11.dsl.bezeqint.net [62.219.173.11])
>	(authenticated)
>	by qube.shunra.com (8.10.2/8.10.2) with ESMTP id gBCH4TO16035
>	for <mcarroll at permeo.com>; Thu, 12 Dec 2002 12:04:29 -0500
>Message-ID: <3DF8C265.8040207 at shunra.com>
>Date: Thu, 12 Dec 2002 19:07:49 +0200
>From: Ron Gidron <ron at shunra.com>
>Reply-To: ron.gidron at shunra.com
>Organization: SHUNRA Software Ltd.
>User-Agent: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.2.1) Gecko/20021130
>X-Accept-Language: en-us, en, he
>MIME-Version: 1.0
>To: Mike Carroll <mcarroll at permeo.com>
>Subject: Re: [rt-users] Just installed and script isn't being executed...
>References: <3DF8C2E0.8080409 at permeo.com>
>In-Reply-To: <3DF8C2E0.8080409 at permeo.com>
>Content-Transfer-Encoding: 7bit
>Content-Type: text/plain; charset=ISO-8859-1; format=flowed
>Content-Length: 861
>Status: O
>X-Status: 
>X-Keywords:                  
>X-UID: 4332
>
>MIke,
>
>sounds like Apache is not using Mason.
>make sure you have Apache::DBI installed.
>and check over config.pm
>
>Mike Carroll wrote:
>
>>Hi gang,
>>
>>I finally got rt installed with all necessary dependencies..  I had to 
>>do it about 3 or 4 times but I have been able to load all the apache 
>>modules and was able to bring up the httpd daemon without errors..
>>
>>I'm using mod_perl and Apache's virtual hosts and Mason::HTML...
>>
>>Anyway, when I go to the index.html page for RT, I only get the script 
>>code to display in my browser..
>>
>>I know this description is pretty vague, but it's about all I know to 
>>give you.  I'll be happy to elaborate about specifics, but don't know 
>>what you could want.
>>
>>Thanks in advance,
>>
>>Mike
>>
>

-- 
Mike Carroll
System Administrator
Permeo Technologies Inc.

(214) 262-4620
mcarroll at permeo.com

6535 North State Highway 161
Irving, TX 75039





From pdh at snapgear.com  Thu Dec 12 17:19:31 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 13 Dec 2002 08:19:31 +1000
Subject: [rt-users] empty message-body in replies
In-Reply-To: <20021212131856.J18057-100000@zaxxon.telerama.com>
References: <20021203222214.GB519@luggage.internal.moreton.com.au> <20021212131856.J18057-100000@zaxxon.telerama.com>
Message-ID: <20021212221930.GB504@luggage.internal.moreton.com.au>

(PLEASE don't copy me on replies. I read the mailing list.)

rt-for-chris at db.lm.com wrote:
> So, let me make sure of one thing...  The blank e-mails that I'm
> seeing are the messages that our customers receive when we send a
> reply from within RT.  This *is* the problem that this patch
> addresses, right?  Just wanted to make sure...

Um. No. Assuming "within RT" means "within the WebRT interface"
this patch probably won't help you. This is not a problem i've
heard of before.

What kind of transaction from WebRT is triggering a blank email,
and who gets that email? Is it always generated from the same
template? Does said template start with a blank line? What is the
phase of the moon when this happens?

> As I understand, what was being discussed in the thread is that
> incoming message are causing the subsequent replies to show up as
> blank, correct?  Sorry, I'm unfortunately not a MIME expert and got a
> little lost in the details of the problem...

The problem was that messages containing nested message/rfc822
content were causing RT to emit null content. I believe.
-- 
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  Thu Dec 12 17:42:06 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 13 Dec 2002 08:42:06 +1000
Subject: [rt-users] NewDependency.pm is blank
In-Reply-To: <000001c2a1de$e0ee23f0$7300a8c0@poseiden>
References: <000001c2a1de$e0ee23f0$7300a8c0@poseiden>
Message-ID: <20021212224206.GI504@luggage.internal.moreton.com.au>

Chris Mason wrote:
> In my recently downloaded and installed version, the
> lib/RT/Condition/NewDependency.pm has 0 bytes. Is that an error?

It's always been empty, it's never been used. Jesse, how about a
"cvs remove"? :-)
-- 
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  Thu Dec 12 17:44:39 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 13 Dec 2002 08:44:39 +1000
Subject: [rt-users] newbie question
In-Reply-To: <3DF8A81C.6040208@shunra.com>
References: <3DF8A81C.6040208@shunra.com>
Message-ID: <20021212224439.GJ504@luggage.internal.moreton.com.au>

Ron Gidron wrote:
> The installation reported no problems and everything seamed to flow 
> smoothly, however,
> after the configuration of httpd.conf I am getting an error that looks like 
> this
> 
> [error] comp_root '!!MASON_LOCAL_HTML_PATH!!' is not an absolute directory

How did you install config.pm? Did you do a "make install"? That
should fill in the correct value for MASON_LOCAL_HTML_PATH. It
sounds like you copied etc/config.pm to the destination manually,
which won't work.
-- 
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  Thu Dec 12 17:46:26 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 13 Dec 2002 08:46:26 +1000
Subject: [rt-users] Just installed and script isn't being executed...
In-Reply-To: <3DF8DB75.10606@permeo.com>
References: <3DF8DB75.10606@permeo.com>
Message-ID: <20021212224626.GK504@luggage.internal.moreton.com.au>

Mike Carroll wrote:
> <VirtualHost 143.101.64.178>
> DocumentRoot /opt/rt2/WebRT/html
> ServerName rt.syl.dl.nec.com
> PerlModule Apache::DBI
> Alias /rt2 /usr/local/rt2/WebRT/html
> PerlRequire /opt/rt2/bin/webmux.pl
> <Location /rt2>
> SetHandler perl-script
> PerlHandler RT::Mason
> </Location>
> </VirtualHost>

Where's your RT installation? /opt/rt2 or /usr/local/rt2?
At least one of your paths above is bogus.
-- 
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  Thu Dec 12 18:08:28 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 13 Dec 2002 09:08:28 +1000
Subject: [rt-users] Re: [rt-devel] quandry:  secure parts of a ticket... should this be done with related tickets?
In-Reply-To: <12F63B1280D5E444930A872E98BF552D585AE1@darkside1.darksideproductions.net>
References: <12F63B1280D5E444930A872E98BF552D585AE1@darkside1.darksideproductions.net>
Message-ID: <20021212230828.GN504@luggage.internal.moreton.com.au>

Colleen wrote:
> 1) how do I limit who can see tickets in a certain queue?  Currently
> they all have global configuration of ACLs.

Configure rights per queue instead of globally. :-)

> 2) Should I create a showSecureInfo and an EditSecureInfo module and it
> checks to see who the current viewer is to see whether they can view the
> module?

Can you (ab)use Comments for this purpose? ie, give your Secure
people "ShowComment" and not the other group?

> 3) after the ticket's work has been complete
> (status=resolved/status=dead), how should I allow this info to be
> viewed?  The same as 2)?

Business process question.

> 4) should this be done with related tickets, with the secure info going
> in one and the task-related work going in another and then linking them?

You could do, I guess.

> Would this produce the correct relationship?  How would I guarantee that
> a user in Y couldn't see the secure info?

Different queues with different access.

> 5) I thought about copying Create.html into another file within an
> .htaccess protected directory and forcing all tickets for that queue to
> go to that directory (which would require a password), but I'm sure that
> will only make things really messy.

Don't go that way. :-)
-- 
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 jean-eric.cuendet at linkvest.com  Fri Dec 13 05:40:42 2002
From: jean-eric.cuendet at linkvest.com (Jean-Eric Cuendet)
Date: Fri, 13 Dec 2002 11:40:42 +0100
Subject: [rt-users] Error when sending mail from Web
Message-ID: <3DF9B92A.1070000@linkvest.com>

Hi,
I have installed RT 2.0.15 under Pg 7.3.
Quite everything works well except that when I create a ticket or 
reply/resolve a ticket ON THE WEB (mail works well), I have errors.



When creating a ticket from the web:

Can't bind a reference (Class::ReturnValue=HASH(0xc26c524)) at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 376,  line 103.

Stack:
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:376]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:319]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:636]
  [/opt/rt2/lib/RT/Ticket.pm:342]
  [/opt/rt2/WebRT/html/Ticket/Display.html:87]
  [/opt/rt2/WebRT/html/autohandler:58]




When resolving a ticket, the status is changed (see it in the history) but the comment is not recoded. Error I get:
Can't bind a reference (Class::ReturnValue=HASH(0xc296f5c)) at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 376,  line 107.

Stack:
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:376]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:837]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:761]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm:106]
  [/opt/rt2/lib/RT/Record.pm:140]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:782]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:708]
  [/opt/rt2/lib/RT/Transaction.pm:93]
  [/opt/rt2/lib/RT/Ticket.pm:2773]
  [/opt/rt2/lib/RT/Ticket.pm:1740]
  [/opt/rt2/lib/RT/Interface/Web.pm:347]
  [/opt/rt2/WebRT/html/Ticket/Display.html:139]


  [/opt/rt2/WebRT/html/autohandler:58]


Any idea?
Thanks
-jec






From sven.sternberger at desy.de  Fri Dec 13 07:12:46 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 13 Dec 2002 13:12:46 +0100
Subject: [rt-users] Problems with the mail header!
Message-ID: <1039781567.17169.26.camel@zitpcx3298>

Hi!

we noticed that there is a problem between the RT Mailer and MS Outlook.
At our site we have persons with umlaut chars in their name
for example "G?nter M?ller".

If I understand it right the mail header is always 7bit, so it is
neccasary to write this name as quoted printable, but if I look
at the mail which come out of the rt-system it looks like:

From: =?UNKNOWN?Q?G=FCnter_M=FCller?= via RT 

but I think it should be something like this

From: =?ISO-8859-1?Q?=28G=FCnter_M=FCller=29?= via RT

The "unknown" is no problem for pine, netscape and evolution but
MS Outlook can't show the address. Any idea?

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



From lynoure at otaverkko.fi  Fri Dec 13 08:34:41 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 13 Dec 2002 15:34:41 +0200
Subject: [rt-users] Content-Type weirdness with NotifyWithAttachment
In-Reply-To: <1039699061.6276.41.camel@isis>
References: <1039699061.6276.41.camel@isis>
Message-ID: <1039786481.8859.55.camel@isis>

My problem is still unsolved, but I noticed RT with NotifyWithAttachment
sets the boundary in multipart/mixed messages to be form 

------------=_1039689841-20574-4

when having
Content-Type: multipart/mixed; boundary="=-1039689841-20574-4
according to RTF 1521 it should have two hyphens and no more, e.g.

--=_1039689841-20574-4

Could somebody point out where the boundary is set so I can get rid of
the extra hyphens? Or would this question be better asked from rt-devel?

The non-working multipart messages always show the lots of hyphens in
front of a numerical boundary while the working ones show only the two
in front of an alphanumerical boundary. I think some MTAs replace the
non-standard boundary marks. 


-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From mcarroll at permeo.com  Fri Dec 13 11:03:31 2002
From: mcarroll at permeo.com (Mike Carroll)
Date: Fri, 13 Dec 2002 10:03:31 -0600
Subject: [rt-users] Just installed and script isn't being executed...  HTML::Mason problerm
References: <3DF8DB75.10606@permeo.com> <20021212224626.GK504@luggage.internal.moreton.com.au>
Message-ID: <3DFA04D3.5040503@permeo.com>

Doh!  I guess I copied a bad entry to the list..  I was trying quite a 
few different configurations usually with identicle results...  Script 
code is displayed.

Here is the virtual host statement I currently have...

<VirtualHost 143.101.64.178>
DocumentRoot /opt/rt2/WebRT/html
ServerName rt.syl.dl.nec.com
PerlModule Apache::DBI
PerlRequire /opt/rt2/bin/webmux.pl
<Location />
SetHandler perl-script
PerlHandler RT::Mason
</Location>
</VirtualHost>

One thing I forgot to mention earlier.  I used cpan to download all 
dependencies and it did install the newest version of HTML::Mason  1.09 
 With this version installed I received an error indicating that a 
command in the script was no longer supported.  I backed up to the 
beginning of the installation process and installed the older 1.02 
version of HTML Mason and recompiled mod_perl and apache and since then 
I can't seem to make HTML::Mason execute it's code.

Thank you to those who have responded, I appreciate it...

Thanks,

Mike

Phil Homewood wrote:

>Mike Carroll wrote:
>
>><VirtualHost 143.101.64.178>
>>DocumentRoot /opt/rt2/WebRT/html
>>ServerName rt.syl.dl.nec.com
>>PerlModule Apache::DBI
>>Alias /rt2 /usr/local/rt2/WebRT/html
>>PerlRequire /opt/rt2/bin/webmux.pl
>><Location /rt2>
>>SetHandler perl-script
>>PerlHandler RT::Mason
>></Location>
>></VirtualHost>
>>
>
>Where's your RT installation? /opt/rt2 or /usr/local/rt2?
>At least one of your paths above is bogus.
>

-- 
Mike Carroll
System Administrator
Permeo Technologies Inc.

(214) 262-4620
mcarroll at permeo.com

6535 North State Highway 161
Irving, TX 75039





From mcarroll at permeo.com  Fri Dec 13 11:41:13 2002
From: mcarroll at permeo.com (Mike Carroll)
Date: Fri, 13 Dec 2002 10:41:13 -0600
Subject: [rt-users] Just installed and script isn't being executed...  HTML::Mason problerm
References: <3DF8DB75.10606@permeo.com> <20021212224626.GK504@luggage.internal.moreton.com.au> <3DFA04D3.5040503@permeo.com>
Message-ID: <3DFA0DA9.5020600@permeo.com>

So I wanted to assure that Mason was broken as I suspected..  I changed 
my Virtual host to the following:

<VirtualHost 143.101.64.178>
DocumentRoot /opt/rt2/WebRT/html
ServerName rt.syl.dl.nec.com
PerlModule Apache::DBI
Alias /rt2 /opt/rt2/WebRT/html
PerlRequire /opt/rt2/bin/webmux.pl
# Options ExecCGI
PerlSetVar MasonArgsMethod CGI
<Location /rt2>
SetHandler perl-script
PerlHandler RT::Mason
</Location>
<Location /perl-status>
SetHandler perl-script
PerlHandler Apache::Status
</Location>
</VirtualHost>

Now I can go to http://rt.syl.dl.nec.com/perl-status and I can view a 
website and it actuall tests Mason's functionality.  Everything from 
here seems to work, including Mason.

I wonder why it won't execute my rt script??

Thanks again....

Mike

Mike Carroll wrote:

> Doh!  I guess I copied a bad entry to the list..  I was trying quite a 
> few different configurations usually with identicle results...  Script 
> code is displayed.
>
> Here is the virtual host statement I currently have...
>
> <VirtualHost 143.101.64.178>
> DocumentRoot /opt/rt2/WebRT/html
> ServerName rt.syl.dl.nec.com
> PerlModule Apache::DBI
> PerlRequire /opt/rt2/bin/webmux.pl
> <Location />
> SetHandler perl-script
> PerlHandler RT::Mason
> </Location>
> </VirtualHost>
>
> One thing I forgot to mention earlier.  I used cpan to download all 
> dependencies and it did install the newest version of HTML::Mason  
> 1.09 With this version installed I received an error indicating that a 
> command in the script was no longer supported.  I backed up to the 
> beginning of the installation process and installed the older 1.02 
> version of HTML Mason and recompiled mod_perl and apache and since 
> then I can't seem to make HTML::Mason execute it's code.
>
> Thank you to those who have responded, I appreciate it...
>
> Thanks,
>
> Mike
>
> Phil Homewood wrote:
>
>> Mike Carroll wrote:
>>
>>> <VirtualHost 143.101.64.178>
>>> DocumentRoot /opt/rt2/WebRT/html
>>> ServerName rt.syl.dl.nec.com
>>> PerlModule Apache::DBI
>>> Alias /rt2 /usr/local/rt2/WebRT/html
>>> PerlRequire /opt/rt2/bin/webmux.pl
>>> <Location /rt2>
>>> SetHandler perl-script
>>> PerlHandler RT::Mason
>>> </Location>
>>> </VirtualHost>
>>>
>>
>> Where's your RT installation? /opt/rt2 or /usr/local/rt2?
>> At least one of your paths above is bogus.
>>
>

-- 
Mike Carroll
System Administrator
Permeo Technologies Inc.

(214) 262-4620
mcarroll at permeo.com

6535 North State Highway 161
Irving, TX 75039





From mcarroll at permeo.com  Fri Dec 13 12:08:19 2002
From: mcarroll at permeo.com (Mike Carroll)
Date: Fri, 13 Dec 2002 11:08:19 -0600
Subject: [rt-users] Just installed and script isn't being executed...  HTML::Mason problerm
References: <3DF8DB75.10606@permeo.com> <20021212224626.GK504@luggage.internal.moreton.com.au> <3DFA04D3.5040503@permeo.com> <3DFA0DA9.5020600@permeo.com>
Message-ID: <3DFA1403.6000809@permeo.com>

Sorry to keep dogging you all but another update...


I still see code if I look directly at my index.html yet if I look at 
index.html? is does display the RT login page although it is for 
example.com even though I have configured /opt/rt2/etc/config.pm with my 
own information.

I also can not log in to this page, it always gives me the error..


  Method Not Allowed

The requested method POST is not allowed for the URL /index.html.
------------------------------------------------------------------------
Apache/1.3.27 Server at rt.syl.dl.nec.com Port 80



Hopefully someone can tell me where I have gone wrong...


Mike Carroll wrote:

> So I wanted to assure that Mason was broken as I suspected..  I 
> changed my Virtual host to the following:
>
> <VirtualHost 143.101.64.178>
> DocumentRoot /opt/rt2/WebRT/html
> ServerName rt.syl.dl.nec.com
> PerlModule Apache::DBI
> Alias /rt2 /opt/rt2/WebRT/html
> PerlRequire /opt/rt2/bin/webmux.pl
> # Options ExecCGI
> PerlSetVar MasonArgsMethod CGI
> <Location /rt2>
> SetHandler perl-script
> PerlHandler RT::Mason
> </Location>
> <Location /perl-status>
> SetHandler perl-script
> PerlHandler Apache::Status
> </Location>
> </VirtualHost>
>
> Now I can go to http://rt.syl.dl.nec.com/perl-status and I can view a 
> website and it actuall tests Mason's functionality.  Everything from 
> here seems to work, including Mason.
>
> I wonder why it won't execute my rt script??
>
> Thanks again....
>
> Mike
>
> Mike Carroll wrote:
>
>> Doh!  I guess I copied a bad entry to the list..  I was trying quite 
>> a few different configurations usually with identicle results...  
>> Script code is displayed.
>>
>> Here is the virtual host statement I currently have...
>>
>> <VirtualHost 143.101.64.178>
>> DocumentRoot /opt/rt2/WebRT/html
>> ServerName rt.syl.dl.nec.com
>> PerlModule Apache::DBI
>> PerlRequire /opt/rt2/bin/webmux.pl
>> <Location />
>> SetHandler perl-script
>> PerlHandler RT::Mason
>> </Location>
>> </VirtualHost>
>>
>> One thing I forgot to mention earlier.  I used cpan to download all 
>> dependencies and it did install the newest version of HTML::Mason  
>> 1.09 With this version installed I received an error indicating that 
>> a command in the script was no longer supported.  I backed up to the 
>> beginning of the installation process and installed the older 1.02 
>> version of HTML Mason and recompiled mod_perl and apache and since 
>> then I can't seem to make HTML::Mason execute it's code.
>>
>> Thank you to those who have responded, I appreciate it...
>>
>> Thanks,
>>
>> Mike
>>
>> Phil Homewood wrote:
>>
>>> Mike Carroll wrote:
>>>
>>>> <VirtualHost 143.101.64.178>
>>>> DocumentRoot /opt/rt2/WebRT/html
>>>> ServerName rt.syl.dl.nec.com
>>>> PerlModule Apache::DBI
>>>> Alias /rt2 /usr/local/rt2/WebRT/html
>>>> PerlRequire /opt/rt2/bin/webmux.pl
>>>> <Location /rt2>
>>>> SetHandler perl-script
>>>> PerlHandler RT::Mason
>>>> </Location>
>>>> </VirtualHost>
>>>>
>>>
>>> Where's your RT installation? /opt/rt2 or /usr/local/rt2?
>>> At least one of your paths above is bogus.
>>>
>>
>

-- 
Mike Carroll
System Administrator
Permeo Technologies Inc.

(214) 262-4620
mcarroll at permeo.com

6535 North State Highway 161
Irving, TX 75039





From ssinyagin at yahoo.com  Fri Dec 13 12:20:53 2002
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Fri, 13 Dec 2002 09:20:53 -0800 (PST)
Subject: [rt-users] LDAP user import utility updated
Message-ID: <20021213172053.89878.qmail@web13704.mail.yahoo.com>

Hi, this is the updated version of rtimportldap.
See the TAR attached, and the README below.

Regards, 
Stanislav

======================================================

$Id: rtimportldap.README,v 1.3 2002/12/13 17:15:01 stsiny Exp $
------------------------------------------------------------------------------
rtimportldap.pl:
  The utility for importing the RT users from LDAP directory

Author: Stanislav Sinyagin <ssinyagin at yahoo.com>


This script is written as generic as possible, but tested
in Microsoft Active Directory/Exchange 2000 environment only.

The script does not care about passwords. Old users' passwords
are not touched, and the new users are created without password.
Apache/mod_auth_ldap may be used for user authentication against
the LDAP server.

The script is reenterable: existing users are updated,
and non-existing ones are created. Thus, it may be used
every time you make changes in your LDAP directory.

asmmgt02:/opt/install/make/rt-addons # ./rtimportldap.pl 
Usage: ./rtimportldap.pl options...
Options ([M] means mandatory, [O] means optional):
  --rc       filename         [O] read options from file
                                  opt=value pairs one per line
  --server   hostname         [M] LDAP server
  --port     port             [O] LDAP TCP port. Default: 389
  --ldapver  3|2              [O] LDAP version. Default: 3
  --binddn   dn               [O] Bind DN
  --bindpw   password         [O] Bind password
  --basedn   dn               [M] Base DN
  --filter   filter           [O] Search filter. Default:
         (|(objectClass=organizationalPerson)(objectClass=person))
  --uidattr  attr             [O] Username attribute. Default: 
-------------- next part --------------
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From edk at grandvirtual.com  Fri Dec 13 12:22:34 2002
From: edk at grandvirtual.com (Ed Kershenbaum)
Date: Fri, 13 Dec 2002 12:22:34 -0500
Subject: [rt-users] RE: [rt-devel] quandry:  secure parts of a ticket... should this
 be done with related tickets?
Message-ID: <7C2AE1DF94B0D1438F2EBF4822304886E9FA48@user146.grandvirtual.com>

Mitchell - count me in.  This is the information I am looking for as well.

-----Original Message-----
From: Mitchell Wright [mailto:webmaster at nimm.com] 
Sent: Friday, December 13, 2002 6:59 AM
To: Phil Homewood; rt-users at lists.fsck.com; rt-devel at lists.fsck.com
Subject: Re: [rt-devel] quandry: secure parts of a ticket... should this be
done with related tickets?

>> 3) after the ticket's work has been complete
>> (status=resolved/status=dead), how should I allow this info to be
>> viewed?  The same as 2)?
> 
> Business process question.

I am mostly a lurker here, but wanted to interject on this one.

Business process in relation to a crm environment is a school of thought all
to itself. Perhaps this is worthy of its own mailing list? I am comfortable
with the tech side of things and like to keep up to speed on the add ons and
updates etc, but, being able to compare nontetch notes with others that use
RT in various ways and ask the sort of questions like appears above would be
interesting and useful. It could be something like rt-business?

If this isn't something Best Practical wants to do I wouldn't mind hosting
such a mailing list. Assuming 1, its permitted by Jesse & Team and 2, there
is interest here in such a thing. I don?t want to be the only guy on the
list :-)

Thoughts?

Mitchell

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


From mcarroll at permeo.com  Fri Dec 13 12:59:25 2002
From: mcarroll at permeo.com (Mike Carroll)
Date: Fri, 13 Dec 2002 11:59:25 -0600
Subject: [rt-users] Resolved:  Just installed and script isn't being executed...  HTML::Mason problerm
References: <3DF8DB75.10606@permeo.com> <20021212224626.GK504@luggage.internal.moreton.com.au> <3DFA04D3.5040503@permeo.com> <3DFA0DA9.5020600@permeo.com> <3DFA1403.6000809@permeo.com>
Message-ID: <3DFA1FFD.7000600@permeo.com>

I think I know why nobody answered me...  they knew if they waited long 
enough, I would figure it out on my own..

Here's what I had to do to make everything work for me...

<VirtualHost rt>
DocumentRoot /opt/rt2/WebRT/html
ServerName rt.syl.dl.nec.com
PerlModule Apache::DBI
Alias /rt2 /opt/rt2/WebRT/html
PerlRequire /opt/rt2/bin/webmux.pl
<Location /rt2>
SetHandler perl-script
PerlHandler RT::Mason
</Location>
<FilesMatch "*.html">
SetHandler perl-script
PerlHandler RT::Mason
</FilesMatch>
<Location /perl-status>
SetHandler perl-script
PerlHandler Apache::Status
</Location>
</VirtualHost>

It was the section under FilesMatch which made it start working...

Thanks anyway, i know you were trying...  :)

Mike

Mike Carroll wrote:

> Sorry to keep dogging you all but another update...
>
>
> I still see code if I look directly at my index.html yet if I look at 
> index.html? is does display the RT login page although it is for 
> example.com even though I have configured /opt/rt2/etc/config.pm with 
> my own information.
>
> I also can not log in to this page, it always gives me the error..
>
>
>  Method Not Allowed
>
> The requested method POST is not allowed for the URL /index.html.
> ------------------------------------------------------------------------
> Apache/1.3.27 Server at rt.syl.dl.nec.com Port 80
>
>
>
> Hopefully someone can tell me where I have gone wrong...
>
>
> Mike Carroll wrote:
>
>> So I wanted to assure that Mason was broken as I suspected..  I 
>> changed my Virtual host to the following:
>>
>> <VirtualHost 143.101.64.178>
>> DocumentRoot /opt/rt2/WebRT/html
>> ServerName rt.syl.dl.nec.com
>> PerlModule Apache::DBI
>> Alias /rt2 /opt/rt2/WebRT/html
>> PerlRequire /opt/rt2/bin/webmux.pl
>> # Options ExecCGI
>> PerlSetVar MasonArgsMethod CGI
>> <Location /rt2>
>> SetHandler perl-script
>> PerlHandler RT::Mason
>> </Location>
>> <Location /perl-status>
>> SetHandler perl-script
>> PerlHandler Apache::Status
>> </Location>
>> </VirtualHost>
>>
>> Now I can go to http://rt.syl.dl.nec.com/perl-status and I can view a 
>> website and it actuall tests Mason's functionality.  Everything from 
>> here seems to work, including Mason.
>>
>> I wonder why it won't execute my rt script??
>>
>> Thanks again....
>>
>> Mike
>>
>> Mike Carroll wrote:
>>
>>> Doh!  I guess I copied a bad entry to the list..  I was trying quite 
>>> a few different configurations usually with identicle results...  
>>> Script code is displayed.
>>>
>>> Here is the virtual host statement I currently have...
>>>
>>> <VirtualHost 143.101.64.178>
>>> DocumentRoot /opt/rt2/WebRT/html
>>> ServerName rt.syl.dl.nec.com
>>> PerlModule Apache::DBI
>>> PerlRequire /opt/rt2/bin/webmux.pl
>>> <Location />
>>> SetHandler perl-script
>>> PerlHandler RT::Mason
>>> </Location>
>>> </VirtualHost>
>>>
>>> One thing I forgot to mention earlier.  I used cpan to download all 
>>> dependencies and it did install the newest version of HTML::Mason  
>>> 1.09 With this version installed I received an error indicating that 
>>> a command in the script was no longer supported.  I backed up to the 
>>> beginning of the installation process and installed the older 1.02 
>>> version of HTML Mason and recompiled mod_perl and apache and since 
>>> then I can't seem to make HTML::Mason execute it's code.
>>>
>>> Thank you to those who have responded, I appreciate it...
>>>
>>> Thanks,
>>>
>>> Mike
>>>
>>> Phil Homewood wrote:
>>>
>>>> Mike Carroll wrote:
>>>>
>>>>> <VirtualHost 143.101.64.178>
>>>>> DocumentRoot /opt/rt2/WebRT/html
>>>>> ServerName rt.syl.dl.nec.com
>>>>> PerlModule Apache::DBI
>>>>> Alias /rt2 /usr/local/rt2/WebRT/html
>>>>> PerlRequire /opt/rt2/bin/webmux.pl
>>>>> <Location /rt2>
>>>>> SetHandler perl-script
>>>>> PerlHandler RT::Mason
>>>>> </Location>
>>>>> </VirtualHost>
>>>>>
>>>>
>>>> Where's your RT installation? /opt/rt2 or /usr/local/rt2?
>>>> At least one of your paths above is bogus.
>>>>
>>>
>>
>

-- 
Mike Carroll
System Administrator
Permeo Technologies Inc.

(214) 262-4620
mcarroll at permeo.com

6535 North State Highway 161
Irving, TX 75039





From darren at boston.com  Fri Dec 13 12:59:25 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 13 Dec 2002 12:59:25 -0500
Subject: [rt-users] Just installed and script isn't being executed...  HTML::Mason problerm
In-Reply-To: <3DFA1403.6000809@permeo.com>
References: <3DF8DB75.10606@permeo.com> <20021212224626.GK504@luggage.internal.moreton.com.au> <3DFA04D3.5040503@permeo.com> <3DFA0DA9.5020600@permeo.com> <3DFA1403.6000809@permeo.com>
Message-ID: <20021213-0cec336d52b4bb17d1b2fa7e1d7d7489@mail.boston.com>

* Mike Carroll <mcarroll at permeo.com> [2002-12-13 12:56]:
> I also can not log in to this page, it always gives me the error..
> 
>  Method Not Allowed
> 
> The requested method POST is not allowed for the URL /index.html.

Apache doesn't let you post to a file, which is related to your
<FilesMatch *.html> solution from the previous mail.  You should be able
to change the <FilesMatch *.html> to <LocationMatch *.html> and have it
work (don't quote me on that, though).

(darren)

-- 
To me vi is Zen.  To use vi is to practice zen.
Every command is a koan.  Profound to the user,
unintelligible to the uninitiated.  You discover
truth everytime you use it.
    -- Reddy


From darren at boston.com  Fri Dec 13 13:02:26 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 13 Dec 2002 13:02:26 -0500
Subject: [rt-users] Resolved:  Just installed and script isn't being executed...  HTML::Mason problerm
In-Reply-To: <3DFA1FFD.7000600@permeo.com>
References: <3DF8DB75.10606@permeo.com> <20021212224626.GK504@luggage.internal.moreton.com.au> <3DFA04D3.5040503@permeo.com> <3DFA0DA9.5020600@permeo.com> <3DFA1403.6000809@permeo.com> <3DFA1FFD.7000600@permeo.com>
Message-ID: <20021213-67f70cc3be4b0b90c2f98a36e45d4c70@mail.boston.com>

* Mike Carroll <mcarroll at permeo.com> [2002-12-13 12:53]:
> <VirtualHost rt>
>   DocumentRoot /opt/rt2/WebRT/html
>   ServerName rt.syl.dl.nec.com
>   PerlModule Apache::DBI
>   Alias /rt2 /opt/rt2/WebRT/html

This is a little curious -- you have /rt2 pointing to the same thing as
/.  You shouldn't need the Alias line.

>   PerlRequire /opt/rt2/bin/webmux.pl
> 
>   <Location /rt2>
>     SetHandler perl-script
>     PerlHandler RT::Mason
>   </Location>
> 
>   <FilesMatch "*.html">
>     SetHandler perl-script
>     PerlHandler RT::Mason
>   </FilesMatch>

You shouldn't both of these, unless you want .html files outside of /rt2
to be handled by RT.

Also, the FilesMatch will cause problems; you should only use the
Locatiion with HTML::Mason, because you cannot POST to files (as you
report in the other mail you sent).

>   <Location /perl-status>
>     SetHandler perl-script
>     PerlHandler Apache::Status
>   </Location>
> 
> </VirtualHost>

(darren)

-- 
Laziness is often mistaken for patience.


From a.c.li at ieee.org  Fri Dec 13 13:17:06 2002
From: a.c.li at ieee.org (Ambrose Li)
Date: Fri, 13 Dec 2002 13:17:06 -0500
Subject: [rt-users] installing rt2 on Caudium or Roxen?
Message-ID: <20021213131706.A22370@ada.dhs.org>

Hello,

I wonder if anyone has tried installing rt2 (from the stable
tarball) onto Caudium (or Roxen), or any other non-Apache web
server?

It seems that either Mason is having some dependencies on
Apache (even after I created dummy mod_perl.pm, Apache.pm,
and Apache/Status.pm files), or I missed reading something
important in the docs. Any help is appreciated.

Best regards,

-- 
Ambrose Li  <a.c.li at ieee.org>
http://ada.dhs.org/~acli/cmcc/  http://www.cccgt.org/

DRM is theft - We are the stakeholders


From jesse at bestpractical.com  Fri Dec 13 14:43:37 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Dec 2002 14:43:37 -0500
Subject: [rt-users] Is it time to split rt-users?
Message-ID: <20021213194337.GC28744@pallas.fsck.com>

Recently, a couple of folks have asked about the possibility of a new
list dedicated to ticketing policy and process. Basically, this new list
would deal with how RT is used for various things and not so much the
mechanics of making RT run.  

	Thoughts? 


	Jesse


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


From jesse at bestpractical.com  Fri Dec 13 14:56:54 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Dec 2002 14:56:54 -0500
Subject: [rt-users] NewDependency.pm is blank
In-Reply-To: <20021212224206.GI504@luggage.internal.moreton.com.au>
References: <000001c2a1de$e0ee23f0$7300a8c0@poseiden> <20021212224206.GI504@luggage.internal.moreton.com.au>
Message-ID: <20021213195654.GE28744@pallas.fsck.com>



On Fri, Dec 13, 2002 at 08:42:06AM +1000, Phil Homewood wrote:
> Chris Mason wrote:
> > In my recently downloaded and installed version, the
> > lib/RT/Condition/NewDependency.pm has 0 bytes. Is that an error?
> 
> It's always been empty, it's never been used. Jesse, how about a
> "cvs remove"? :-)

That's a "fixed in 3.0".  It's just a cosmetic issue really, for 2.x.


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


From darren at boston.com  Fri Dec 13 15:05:20 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 13 Dec 2002 15:05:20 -0500
Subject: [rt-users] Is it time to split rt-users?
In-Reply-To: <20021213194337.GC28744@pallas.fsck.com>
References: <20021213194337.GC28744@pallas.fsck.com>
Message-ID: <20021213-5354826b4b28d60225008bc94a50bd42@mail.boston.com>

* Jesse Vincent <jesse at bestpractical.com> [2002-12-13 14:43]:
> Recently, a couple of folks have asked about the possibility of a new
> list dedicated to ticketing policy and process. Basically, this new list
> would deal with how RT is used for various things and not so much the
> mechanics of making RT run.  

I would find such a list interesting, and would definitely subscribe,
though I'm afraid I wouldn't have much to add.

(darren)

-- 
Millions long for immortality who do not know what to do with
themselves on a rainy Sunday afternoon.
    -- Susan Ertz


From jesse at bestpractical.com  Fri Dec 13 15:13:12 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Dec 2002 15:13:12 -0500
Subject: [rt-users] Error when sending mail from Web
In-Reply-To: <3DF9B92A.1070000@linkvest.com>
References: <3DF9B92A.1070000@linkvest.com>
Message-ID: <20021213201312.GH28744@pallas.fsck.com>

Try dropping down to DBIx-SearchBuilder 0.6x.  Has anyone else seen this
issue pop up? It's related to the new error handling in
DBIx-SearchBuilder 0.7x, but I'm not quite sure what's going on just
yet.

	-j


On Fri, Dec 13, 2002 at 11:40:42AM +0100, Jean-Eric Cuendet wrote:
> Hi,
> I have installed RT 2.0.15 under Pg 7.3.
> Quite everything works well except that when I create a ticket or 
> reply/resolve a ticket ON THE WEB (mail works well), I have errors.
> 
> 
> 
> When creating a ticket from the web:
> 
> Can't bind a reference (Class::ReturnValue=HASH(0xc26c524)) at 
> /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 376,  line 
> 103.
> 
> Stack:
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:376]
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:319]
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:636]
>  [/opt/rt2/lib/RT/Ticket.pm:342]
>  [/opt/rt2/WebRT/html/Ticket/Display.html:87]
>  [/opt/rt2/WebRT/html/autohandler:58]
> 
> 
> 
> 
> When resolving a ticket, the status is changed (see it in the history) but 
> the comment is not recoded. Error I get:
> Can't bind a reference (Class::ReturnValue=HASH(0xc296f5c)) at 
> /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 376,  line 
> 107.
> 
> Stack:
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:376]
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:837]
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:761]
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm:106]
>  [/opt/rt2/lib/RT/Record.pm:140]
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:782]
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:708]
>  [/opt/rt2/lib/RT/Transaction.pm:93]
>  [/opt/rt2/lib/RT/Ticket.pm:2773]
>  [/opt/rt2/lib/RT/Ticket.pm:1740]
>  [/opt/rt2/lib/RT/Interface/Web.pm:347]
>  [/opt/rt2/WebRT/html/Ticket/Display.html:139]
> 
> 
>  [/opt/rt2/WebRT/html/autohandler:58]
> 
> 
> Any idea?
> Thanks
> -jec
> 
> 
> 
> 
> _______________________________________________
> 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 jjasen at datafoundation.com  Fri Dec 13 15:34:06 2002
From: jjasen at datafoundation.com (John Jasen)
Date: Fri, 13 Dec 2002 15:34:06 -0500 (EST)
Subject: [rt-users] problem creating tickets
Message-ID: <Pine.LNX.4.44.0212131531420.13413-100000@flash.datafoundation.com>

System: Redhat Linux 6.2/alpha
DB: Postgres 7.3
RT version: 2.0.15

I went through, got RT up and running, created users, set permissions, and 
a whole buncha other stuff, but, creating a test ticket, I got this 
message after hitting submit.

http://rt.server/rt2/Ticket/Display.html

System error
error:  Can't bind a reference (Class::ReturnValue=HASH(0x122911000)) at 
/usr/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle.pm line 376.
context: 
... 
372:  do_backtrace => undef);
373:  return ($ret->return_value);
374:  }
375:  }
376:  unless ( $sth->execute(@bind_values) ) {
377:  if ($DEBUG) {
378:  die "$self couldn't execute the query '$QueryString'"
379:  . $self->dbh->errstr . "\n";
380: 
... 
code stack:  
/usr/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle.pm:376
/usr/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle.pm:319
/usr/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Record.pm:636
/usr/local/rt2/lib/RT/Ticket.pm:342
/usr/local/rt2/WebRT/html/Ticket/Display.html:87
/usr/local/rt2/WebRT/html/autohandler:58



From jesse at bestpractical.com  Fri Dec 13 15:40:14 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Dec 2002 15:40:14 -0500
Subject: [rt-users] problem creating tickets
In-Reply-To: <Pine.LNX.4.44.0212131531420.13413-100000@flash.datafoundation.com>
References: <Pine.LNX.4.44.0212131531420.13413-100000@flash.datafoundation.com>
Message-ID: <20021213204014.GK28744@pallas.fsck.com>

in  lib/RT/Ticket.pm, there's a routine called "Create".

it contains the line:

 my ($val, $msg) = $self->__Set(Field => 'EffectiveId', Value => $id);

For debugging purposes, it would be incredibly useful if you would
insert the following lines before that line:

use Data::Dumper;
die scalar Dumper($id);

Then, stop apache, start apache and try creating a ticket over the web.
It _will_ die with an error. send the full text of that error to the
list.

There's some error condition with postgres 7.3 that we're not handling
and clearly not aware of.

As a temporary fix, try replacing that with:

 my ($val, $msg) = $self->__Set(Field => 'EffectiveId', Value => $self->id);

and tell me if the problem goes away?



On Fri, Dec 13, 2002 at 03:34:06PM -0500, John Jasen wrote:
> 
> System: Redhat Linux 6.2/alpha
> DB: Postgres 7.3
> RT version: 2.0.15
> 
> I went through, got RT up and running, created users, set permissions, and 
> a whole buncha other stuff, but, creating a test ticket, I got this 
> message after hitting submit.
> 
> http://rt.server/rt2/Ticket/Display.html
> 
> System error
> error:  Can't bind a reference (Class::ReturnValue=HASH(0x122911000)) at 
> /usr/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle.pm line 376.
> context: 
> ... 
> 372:  do_backtrace => undef);
> 373:  return ($ret->return_value);
> 374:  }
> 375:  }
> 376:  unless ( $sth->execute(@bind_values) ) {
> 377:  if ($DEBUG) {
> 378:  die "$self couldn't execute the query '$QueryString'"
> 379:  . $self->dbh->errstr . "\n";
> 380: 
> ... 
> code stack:  
> /usr/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle.pm:376
> /usr/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Handle.pm:319
> /usr/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Record.pm:636
> /usr/local/rt2/lib/RT/Ticket.pm:342
> /usr/local/rt2/WebRT/html/Ticket/Display.html:87
> /usr/local/rt2/WebRT/html/autohandler:58
> 
> _______________________________________________
> 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 jjasen at datafoundation.com  Fri Dec 13 15:47:05 2002
From: jjasen at datafoundation.com (John Jasen)
Date: Fri, 13 Dec 2002 15:47:05 -0500 (EST)
Subject: [rt-users] problem creating tickets
In-Reply-To: <20021213204014.GK28744@pallas.fsck.com>
Message-ID: <Pine.LNX.4.44.0212131546420.13413-100000@flash.datafoundation.com>

changes made with Data::Dumper

new error is:

System error
error:  $VAR1 = bless( {
'error_message' => 'Couldn\'t execute the query \'INSERT INTO Tickets 
(Starts, Type, Priority, Resolved, Status, Queue, Owner, InitialPriority, 
FinalPriority, Subject, Creator, LastUpdatedBy, Created, TimeLeft, 
TimeWorked, LastUpdated, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, 
?, ?, ?, ?, ?)\'ERROR: pg_atoi: zero-length string', 'errno' => -1 }, 
'Class::ReturnValue' );
context: 
... 
339:  Due => $due->ISO
340:  );
341:  #Set the ticket's effective ID now that we've created it.
342:  use Data::Dumper;
343:  die scalar Dumper($id);
344:  my ($val, $msg) = $self->__Set(Field => 'EffectiveId', Value => 
$id);
345: 
346:  unless ($val) {
347:  $RT::Logger->err("$self ->Create couldn't set EffectiveId: $msg\n");
... 
code stack:  /usr/local/rt2/lib/RT/Ticket.pm:343
/usr/local/rt2/WebRT/html/Ticket/Display.html:87
/usr/local/rt2/WebRT/html/autohandler:58



From jesse at bestpractical.com  Fri Dec 13 15:51:58 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Dec 2002 15:51:58 -0500
Subject: [rt-users] problem creating tickets
In-Reply-To: <Pine.LNX.4.44.0212131546420.13413-100000@flash.datafoundation.com>
References: <20021213204014.GK28744@pallas.fsck.com> <Pine.LNX.4.44.0212131546420.13413-100000@flash.datafoundation.com>
Message-ID: <20021213205158.GM28744@pallas.fsck.com>

Hm, that looks like the basic insert is totally failing. Can you turn on
postgres query logging and seeing exactly what's being sent over the
wire to the database?a

'ERROR: pg_atoi: zero-length string' doesn't really clue me in.

	-j


On Fri, Dec 13, 2002 at 03:47:05PM -0500, John Jasen wrote:
> 
> changes made with Data::Dumper
> 
> new error is:
> 
> System error
> error:  $VAR1 = bless( {
> 'error_message' => 'Couldn\'t execute the query \'INSERT INTO Tickets 
> (Starts, Type, Priority, Resolved, Status, Queue, Owner, InitialPriority, 
> FinalPriority, Subject, Creator, LastUpdatedBy, Created, TimeLeft, 
> TimeWorked, LastUpdated, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, 
> ?, ?, ?, ?, ?)\'ERROR: pg_atoi: zero-length string', 'errno' => -1 }, 
> 'Class::ReturnValue' );
> context: 
> ... 
> 339:  Due => $due->ISO
> 340:  );
> 341:  #Set the ticket's effective ID now that we've created it.
> 342:  use Data::Dumper;
> 343:  die scalar Dumper($id);
> 344:  my ($val, $msg) = $self->__Set(Field => 'EffectiveId', Value => 
> $id);
> 345: 
> 346:  unless ($val) {
> 347:  $RT::Logger->err("$self ->Create couldn't set EffectiveId: $msg\n");
> ... 
> code stack:  /usr/local/rt2/lib/RT/Ticket.pm:343
> /usr/local/rt2/WebRT/html/Ticket/Display.html:87
> /usr/local/rt2/WebRT/html/autohandler:58
> 
> _______________________________________________
> 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 jjasen at datafoundation.com  Fri Dec 13 15:54:18 2002
From: jjasen at datafoundation.com (John Jasen)
Date: Fri, 13 Dec 2002 15:54:18 -0500 (EST)
Subject: [rt-users] problem creating tickets
In-Reply-To: <Pine.LNX.4.44.0212131546420.13413-100000@flash.datafoundation.com>
Message-ID: <Pine.LNX.4.44.0212131552440.13413-100000@flash.datafoundation.com>

Changed the line in Create, the webpage comes back with an RT Error. 
error_log contains the following:

WebRT:  ()RT::Ticket=HASH(0x1228d9400) ->Create couldn't set EffectiveId: 
No value passed to _Set
WebRT:  ()

rt.log0 reports the same.





From darren at boston.com  Fri Dec 13 15:58:30 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 13 Dec 2002 15:58:30 -0500
Subject: [rt-users] problem creating tickets
In-Reply-To: <20021213205158.GM28744@pallas.fsck.com>
References: <20021213204014.GK28744@pallas.fsck.com> <Pine.LNX.4.44.0212131546420.13413-100000@flash.datafoundation.com> <20021213205158.GM28744@pallas.fsck.com>
Message-ID: <20021213-460cdb0a834a59db5086e6f081318b26@mail.boston.com>

* Jesse Vincent <jesse at bestpractical.com> [2002-12-13 15:56]:
> 
> Hm, that looks like the basic insert is totally failing. Can you turn on
> postgres query logging and seeing exactly what's being sent over the
> wire to the database?a
> 
> 'ERROR: pg_atoi: zero-length string' doesn't really clue me in.

I think that means that atoi is trying to convert "" to an integer.
Perhaps a mismatch in the number of placeholders provided vs. the number
expected?

(darren)

-- 
Greenspun's Tenth Rule of Programming:
    Any sufficiently complicated C or Fortran program contains an ad
    hoc informally-specified bug-ridden slow implementation of half
    of Common Lisp.


From svigano at boothcreek.com  Fri Dec 13 15:58:52 2002
From: svigano at boothcreek.com (Steffan Vigano)
Date: Fri, 13 Dec 2002 12:58:52 -0800
Subject: [rt-users] RE: Re: moved to queue -> notify watcher ? (Tony Aiuto)
References: <20021212075002.11561.74799.Mailman@pallas.eruditorum.org>
Message-ID: <3DFA4A0C.7020107@boothcreek.com>

Just what I was looking for... just finished implementing it but I'm 
getting different results.   We also have general support queue that 
catches everything and things get distributed from there.  I attached a 
queue specific action to the support queue, but it's only sending emails 
out when one moves from another queue into the support one, not when it 
gets moved out of the support queue as your does.  Any ideas?

Thanks

>There is an OnQueueChange condition available on the contrib site
>http://www.fsck.com/pub/contrib/2.0/
>
>Install that and create an appropriate action.   You might
>want to create a new template for this which explains what
>queue you moved into.  At my site we use this template
>
>Name: QueueAssigned
>Description: Ticket assigned to a new queue
>Content:
>---------------------------------------------------------------------
>Subject: Assigned to {$Ticket->QueueObj()->Name()}
>
>Your case was reviewed and assigned to the {$Ticket->QueueObj()->Name()} team.
>
>We have a general incoming support queue and only notify the
>customer when we move the ticker from that to a product specific
>queue.  To do that, I made the action local to our support queue
>rather than global.
>  
>




From jesse at bestpractical.com  Fri Dec 13 16:07:10 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Dec 2002 16:07:10 -0500
Subject: [rt-users] problem creating tickets
In-Reply-To: <20021213-460cdb0a834a59db5086e6f081318b26@mail.boston.com>
References: <20021213204014.GK28744@pallas.fsck.com> <Pine.LNX.4.44.0212131546420.13413-100000@flash.datafoundation.com> <20021213205158.GM28744@pallas.fsck.com> <20021213-460cdb0a834a59db5086e6f081318b26@mail.boston.com>
Message-ID: <20021213210710.GO28744@pallas.fsck.com>



On Fri, Dec 13, 2002 at 03:58:30PM -0500, darren chamberlain wrote:
> * Jesse Vincent <jesse at bestpractical.com> [2002-12-13 15:56]:
> > 
> > Hm, that looks like the basic insert is totally failing. Can you turn on
> > postgres query logging and seeing exactly what's being sent over the
> > wire to the database?a
> > 
> > 'ERROR: pg_atoi: zero-length string' doesn't really clue me in.
> 
> I think that means that atoi is trying to convert "" to an integer.
> Perhaps a mismatch in the number of placeholders provided vs. the number
> expected?
> 
> (darren)

Is this a change from 7.2? Would 7.2 have accepted "" as '0'?




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


From ssinyagin at yahoo.com  Fri Dec 13 16:11:35 2002
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Fri, 13 Dec 2002 13:11:35 -0800 (PST)
Subject: [rt-users] Is it time to split rt-users?
In-Reply-To: <20021213194337.GC28744@pallas.fsck.com>
Message-ID: <20021213211135.74419.qmail@web13702.mail.yahoo.com>

--- Jesse Vincent <jesse at bestpractical.com> wrote:
> 
> Recently, a couple of folks have asked about the possibility of a new
> list dedicated to ticketing policy and process. Basically, this new list
> would deal with how RT is used for various things and not so much the
> mechanics of making RT run.  

the idea might be helpful for someone who is not moving them all into one 
folder :)
Then, you would probably need to prohibit crossposts. Which are quite frequent 
already with the two lists. 

And the more users you have, the more often you'll have to tell them 
that they actually write to the wrong list...

sorry, maybe I'm too much skeptical today.

Stan


From ldriggers at fncinc.com  Fri Dec 13 16:17:57 2002
From: ldriggers at fncinc.com (Les Driggers)
Date: Fri, 13 Dec 2002 15:17:57 -0600
Subject: [rt-users] Is it time to split rt-users?
In-Reply-To: <20021213-5354826b4b28d60225008bc94a50bd42@mail.boston.com>
References: <20021213194337.GC28744@pallas.fsck.com> <20021213-5354826b4b28d60225008bc94a50bd42@mail.boston.com>
Message-ID: <3DFA4E85.60505@fncinc.com>

Same here.

Les

darren chamberlain wrote:
> * Jesse Vincent <jesse at bestpractical.com> [2002-12-13 14:43]:
> 
>>Recently, a couple of folks have asked about the possibility of a new
>>list dedicated to ticketing policy and process. Basically, this new list
>>would deal with how RT is used for various things and not so much the
>>mechanics of making RT run.  
> 
> 
> I would find such a list interesting, and would definitely subscribe,
> though I'm afraid I wouldn't have much to add.
> 
> (darren)
> 



From darren at boston.com  Fri Dec 13 16:26:41 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 13 Dec 2002 16:26:41 -0500
Subject: [rt-users] problem creating tickets
In-Reply-To: <20021213210710.GO28744@pallas.fsck.com>
References: <20021213204014.GK28744@pallas.fsck.com> <Pine.LNX.4.44.0212131546420.13413-100000@flash.datafoundation.com> <20021213205158.GM28744@pallas.fsck.com> <20021213-460cdb0a834a59db5086e6f081318b26@mail.boston.com> <20021213210710.GO28744@pallas.fsck.com>
Message-ID: <20021213-a4e1e9772d4bcce439c54b3cf658b439@mail.boston.com>

* Jesse Vincent <jesse at bestpractical.com> [2002-12-13 16:19]:
> On Fri, Dec 13, 2002 at 03:58:30PM -0500, darren chamberlain wrote:
> > * Jesse Vincent <jesse at bestpractical.com> [2002-12-13 15:56]:
> > > 
> > > Hm, that looks like the basic insert is totally failing. Can you turn on
> > > postgres query logging and seeing exactly what's being sent over the
> > > wire to the database?a
> > > 
> > > 'ERROR: pg_atoi: zero-length string' doesn't really clue me in.
> > 
> > I think that means that atoi is trying to convert "" to an integer.
> > Perhaps a mismatch in the number of placeholders provided vs. the number
> > expected?
> 
> Is this a change from 7.2? Would 7.2 have accepted "" as '0'?

I'm not a postgres user, I was just taking a stab in the dark.  Where's
Vivek when we need him?

(darren)

-- 
When I am working on a problem I never think about beauty. I only
think about how to solve the problem. But when I have finished, if the
solution is not beautiful, I know it is wrong.
    -- R. Buckminster Fuller


From khera at kcilink.com  Fri Dec 13 16:43:11 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 13 Dec 2002 16:43:11 -0500
Subject: [rt-users] problem creating tickets
In-Reply-To: <20021213-a4e1e9772d4bcce439c54b3cf658b439@mail.boston.com>
References: <20021213204014.GK28744@pallas.fsck.com>
	<Pine.LNX.4.44.0212131546420.13413-100000@flash.datafoundation.com>
	<20021213205158.GM28744@pallas.fsck.com>
	<20021213-460cdb0a834a59db5086e6f081318b26@mail.boston.com>
	<20021213210710.GO28744@pallas.fsck.com>
	<20021213-a4e1e9772d4bcce439c54b3cf658b439@mail.boston.com>
Message-ID: <15866.21615.400828.871063@onceler.kciLink.com>

>>>>> "dc" == darren chamberlain <darren at boston.com> writes:

>> Is this a change from 7.2? Would 7.2 have accepted "" as '0'?

dc> I'm not a postgres user, I was just taking a stab in the dark.  Where's
dc> Vivek when we need him?

Sleeping in my office ;-)

Seriously, I wasn't following this thread... how do I reproduce the
error?


From rob at myinternetplace.net  Fri Dec 13 17:10:21 2002
From: rob at myinternetplace.net (Rob Walker)
Date: 13 Dec 2002 14:10:21 -0800
Subject: [rt-users] Is it time to split rt-users?
In-Reply-To: <20021213211135.74419.qmail@web13702.mail.yahoo.com>
References: <20021213211135.74419.qmail@web13702.mail.yahoo.com>
Message-ID: <1039817427.18220.28.camel@tp600x>

On Fri, 2002-12-13 at 13:11, Stanislav Sinyagin wrote:
> 
> --- Jesse Vincent <jesse at bestpractical.com> wrote:
> > 
> > Recently, a couple of folks have asked about the possibility of a new
> > list dedicated to ticketing policy and process. Basically, this new list
> > would deal with how RT is used for various things and not so much the
> > mechanics of making RT run.  
> 
> the idea might be helpful for someone who is not moving them all into one 
> folder :)
> Then, you would probably need to prohibit crossposts. Which are quite frequent 
> already with the two lists. 
> 
> And the more users you have, the more often you'll have to tell them 
> that they actually write to the wrong list...

This is true, which is why I think that the list that I need to be
subscribed to is the "rt-admin" list.  It would be a list about how to
make RT work, and how to admin it.

The users which belong on rt-users are the management types who tell the
admin types how to make it look, where the queues should go, and how
they should feel, and whatnot.

ugh.

rob



From peter at ifm.liu.se  Fri Dec 13 17:28:48 2002
From: peter at ifm.liu.se (Peter Eriksson)
Date: Fri, 13 Dec 2002 23:28:48 +0100 (MET)
Subject: [rt-users] Next and Prev "buttons" when killing tickets?
Message-ID: <Pine.GSO.4.50.0212132318490.20033-200000@uss-steamrunner.ifm.liu.se>

I just recently upgraded an RT installation from 2.0.<old> to 2.0.15
and I just noticed that I'm now missing a feature that I used quite
a bit (sadly) before - we receive a bit of spam into our RT system
which we Kill manually - and then it is quite useful to be able
to do a Search, and then when stepping thru the tickets use a
"Kill" action (that I've added among the "Open", "Resolve" etc
actions) on the spams. However - now when I do that the Prev
and Next buttons disappear so after I've killed one spam I
have to return to the Search view and then select another spam
etc...

I've had a quick look at the HTML::Mason code in order to try to
figure out what governs when the prev/next buttons are displayed
but it seems not 100% simple (not as simple as adding a Kill
button is atleast) - has anyone else seen this and added a
workaround for it?

Attached is a patch that will make sure that the Prev/Next buttons
almost always are available - as simple text when not clickable -
so that the screen position of the prev/next buttons doesn't move
around (makes it easier to find with the mouse that way :-)

(It also adds the "Kill" action)

-- 
Peter Eriksson <peter at ifm.liu.se>            Phone:    +46 13  28 2786
Computer Systems Manager/BOFH                Cell/GSM: +46 705 18 2786
Physics Department, Link?ping University     Room:     Building F, F203
SE-581 83 Link?ping, Sweden                  http://www.ifm.liu.se/~peter
-------------- next part --------------
*** /ifm/src/rt/rt-2-0-15/webrt/Ticket/Elements/Tabs	Wed Nov  7 00:07:10 2001
--- WebRT/html/Ticket/Elements/Tabs	Fri Dec 13 10:33:00 2002
***************
*** 76,81 ****
--- 76,82 ----
  	   title => 'Resolve'
  	  };
      }	
+ 	
      if ($Ticket->Status ne 'open') {	
  	$actions->{'Open'} = 
  	  { 
***************
*** 83,88 ****
--- 84,96 ----
  	   title => 'Open'
  	  };
      }
+     if ($Ticket->Status ne 'dead') {	
+ 	$actions->{'Kill'} = 
+ 	  { 
+ 	   path => "Ticket/Display.html?Status=dead&id=". $id,
+ 	   title => 'Kill'
+ 	  };
+     }
  }
  
  
***************
*** 104,109 ****
--- 112,121 ----
  	      $items->[$indexs[0]-1]->id.
  		'">&lt; Prev</a>] ';
  	}
+ 	else {
+ 		$tabs_scalar .= '[&lt;&lt; First] [&lt; Prev] ';
+ 	}
+ 
  	# Don't display next links if we're on the last ticket
  	if ( $Ticket->id != $items->[-1]->id ) {
  	    $tabs_scalar .= '[<A HREF="Display.html?id='.
***************
*** 113,118 ****
--- 125,133 ----
  	      $items->[-1]->id.
  		'">Last &gt;&gt</a>]';
  	}
+ 	else {
+ 		$tabs_scalar .= '[Next &gt;] [Last &gt;&gt;] ';
+ 	}
  	$tabs_scalar .= "<BR><BR>";
      }
      }

From peter at ifm.liu.se  Fri Dec 13 17:39:58 2002
From: peter at ifm.liu.se (Peter Eriksson)
Date: Fri, 13 Dec 2002 23:39:58 +0100 (MET)
Subject: [rt-users] RT 2.0.15 performance?
Message-ID: <Pine.GSO.4.50.0212132328530.20033-100000@uss-steamrunner.ifm.liu.se>

I'm trying to optimize our RT installation performancewise a bit. It has
lately started to grow slower and slower which is kind of annoying. I've
tried to locate the culprit, and it feels like it is something in the
web/perl/HTML::Mason part of it that is causing the slowdown since the
MySQL server is nowhere near having high load (CPU nor I/O) figures.
[I also tried enabling the MySQL "slow-queries" log - and it has
turned up zilch].

Hardware:
	Sun Netra T1 with a 500MHz CPU, 1GB RAM and mirrored 36GB
	Seagate Cheetah 10000rpm disks - dedicated to the MySQL server
	for the RT system (currently). Solaris 8.

	Sun Netra X1 with a 500MHz CPU, 1GB RAM and mirrored 40GB
	Seagate Barracuda IV 7200rpm IDE disks - dedicated to the
	Apache/mod_perl/HTML::Mason RT system. Solaris 8.

The servers talk to each other over a 100Mbps ethernet link.

The RT installation is nearing ticket #10000 now, 855 users
(according to "rt --list-users|wc") - of which about 10 are
privileged (the rest are the autocreated sort) and about 10 queues
(of which one is used a lot and two somewhat).

It typically takes 5-10 seconds for the system to present a view
of tickets, or 2-5 seconds when updating something in a ticket
(like killing it...).

When browsing the archives I found a notice of missing SQL indexes,
but as far as I can see all the primary indexes are there as
they should be. (And that problem was indicated by the MySQL
server going to 100% CPU)

Another suggestion talked about ACL evaluations problems in RT2
that was fixed in RT3 - can this be what I'm seeing here?

-- 
Peter Eriksson <peter at ifm.liu.se>            Phone:    +46 13  28 2786
Computer Systems Manager/BOFH                Cell/GSM: +46 705 18 2786
Physics Department, Link?ping University     Room:     Building F, F203
SE-581 83 Link?ping, Sweden                  http://www.ifm.liu.se/~peter


From hwagener at hamburg.fcb.com  Fri Dec 13 18:33:46 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Sat, 14 Dec 2002 00:33:46 +0100
Subject: [rt-users] Is it time to split rt-users?
In-Reply-To: <20021213-5354826b4b28d60225008bc94a50bd42@mail.boston.com>
Message-ID: <52DB6A91-0EF3-11D7-9106-003065DC18B8@hamburg.fcb.com>

Am Freitag, 13.12.02 um 21:05 Uhr schrieb darren chamberlain:

> * Jesse Vincent <jesse at bestpractical.com> [2002-12-13 14:43]:
>> Recently, a couple of folks have asked about the possibility of a new
>> list dedicated to ticketing policy and process. Basically, this new 
>> list
>> would deal with how RT is used for various things and not so much the
>> mechanics of making RT run.
>
> I would find such a list interesting, and would definitely subscribe,
> though I'm afraid I wouldn't have much to add.
>

I would definitely subscribe to both lists.

Regards,
     Harald



From ssinyagin at yahoo.com  Fri Dec 13 18:44:09 2002
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Fri, 13 Dec 2002 15:44:09 -0800 (PST)
Subject: [rt-users] RT 2.0.15 performance?
In-Reply-To: <Pine.GSO.4.50.0212132328530.20033-100000@uss-steamrunner.ifm.liu.se>
Message-ID: <20021213234409.36634.qmail@web13705.mail.yahoo.com>

--- Peter Eriksson <peter at ifm.liu.se> wrote:
> I'm trying to optimize our RT installation performancewise a bit. It has

> lately started to grow slower and slower which is kind of annoying. I've
> It typically takes 5-10 seconds for the system to present a view
> of tickets, or 2-5 seconds when updating something in a ticket
> (like killing it...).

Maybe running "wget" 1000 times in a cycle would give you a hint 
in the process list?

Perl profiling (http://www.perldoc.com/perl5.8.0/lib/Devel/DProf.html) 
would be nice to use, but I can't get a clue how to use it for 
Mason under mod_perl.

Regards, 
Stan


From cgilmore at tivoli.com  Fri Dec 13 17:39:33 2002
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Fri, 13 Dec 2002 16:39:33 -0600
Subject: [rt-users] Is it time to split rt-users?
In-Reply-To: <20021213194337.GC28744@pallas.fsck.com>
Message-ID: <001201c2a2f8$82f0bf40$2fa42909@austin.ibm.com>

I'm not certain the traffic level on rt-users warrants splitting a portion
of its traffic onto a separate list. Perhaps an etiquette request for
subscribers to prepend subject lines with one of a small set of keywords to
delineate the basic topic would be another alternative to consider? So, all
subjects would end up in the received form of "[list] [keyword] subject"
with keyword examples such as database, user management, user interface,
installation, etc. Mailing list etiquette rules could be addressed in an
RTFM article.

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 Jesse Vincent
> Sent: Friday, December 13, 2002 1:44 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Is it time to split rt-users?
>
>
>
> Recently, a couple of folks have asked about the possibility of a new
> list dedicated to ticketing policy and process. Basically,
> this new list
> would deal with how RT is used for various things and not so much the
> mechanics of making RT run.
>
> 	Thoughts?
>
>
> 	Jesse



From rich+rt at lafferty.ca  Fri Dec 13 20:12:49 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 13 Dec 2002 20:12:49 -0500
Subject: [rt-users] Is it time to split rt-users?
In-Reply-To: <52DB6A91-0EF3-11D7-9106-003065DC18B8@hamburg.fcb.com>; from hwagener@hamburg.fcb.com on Sat, Dec 14, 2002 at 12:33:46AM +0100
References: <20021213-5354826b4b28d60225008bc94a50bd42@mail.boston.com> <52DB6A91-0EF3-11D7-9106-003065DC18B8@hamburg.fcb.com>
Message-ID: <20021213201249.B4497@lafferty.ca>

On Sat, Dec 14, 2002 at 12:33:46AM +0100, Harald Wagener <hwagener at hamburg.fcb.com> wrote:
> 
> I would definitely subscribe to both lists.

A few thoughts in no particular order:

   - rt-users isn't a heavy mailing list
   - diehards will probably subscribe to both anyhow
   - people that aren't diehards might not be able to
     tell technical problems from process questions, and
     process problems might evolve into technical questions,
     so it'll have mucho crossposting

I don't think it's broken now. :-)

  -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 lists at masonc.com  Sat Dec 14 05:17:32 2002
From: lists at masonc.com (Chris Mason)
Date: 14 Dec 2002 06:17:32 -0400
Subject: [rt-users] Is it time to split rt-users?
In-Reply-To: <20021213201249.B4497@lafferty.ca>
References: <20021213-5354826b4b28d60225008bc94a50bd42@mail.boston.com>
	 <52DB6A91-0EF3-11D7-9106-003065DC18B8@hamburg.fcb.com>
	 <20021213201249.B4497@lafferty.ca>
Message-ID: <1039861051.6287.12.camel@localhost.localdomain>

Can I suggest we introduce and discuss some of these topics on this
list, and see if it is too confusing before splitting the list?

Maybe a keyword in the subject for process questions...

If it is a pain, then split it.

On Fri, 2002-12-13 at 21:12, Rich Lafferty wrote:
> On Sat, Dec 14, 2002 at 12:33:46AM +0100, Harald Wagener <hwagener at hamburg.fcb.com> wrote:
> > 
> > I would definitely subscribe to both lists.
> 
> A few thoughts in no particular order:
> 
>    - rt-users isn't a heavy mailing list
>    - diehards will probably subscribe to both anyhow
>    - people that aren't diehards might not be able to
>      tell technical problems from process questions, and
>      process problems might evolve into technical questions,
>      so it'll have mucho crossposting
> 
> I don't think it's broken now. :-)
> 
>   -Rich



From admin at lctn.org  Sat Dec 14 23:58:11 2002
From: admin at lctn.org (Raymond Norton)
Date: Sat, 14 Dec 2002 22:58:11 -0600 (CST)
Subject: [rt-users] apache errors out
Message-ID: <2011.66.103.161.14.1039928291.squirrel@support.lctn.k12.mn.us>

I have set up an alias exactly as the docs instruct. I get this error when
starting the server. I have RT working on another server, so I looked over
config.pl, and everything seems the same. The only difference is the old
server is redhat 7.1 and the new one is 8.0.  Test deps is good, and the
install seemed to work just fine.


<error>
Starting httpd: [Sat Dec 14 23:04:39 2002] [error] Can't locate loadable
object for module Apache::Constants in @INC (@INC
contains: /usr/lib/perl5/5.8.0/i386-linux-thread-
multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-
multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5
/vendor_perl/5.8.0/i386-linux-thread-
multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .)
at /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/mod_perl.pm line
14
Compilation failed in require at /usr/lib/perl5/site_perl/5.8.0/i386-linux-
thread-multi/Apache.pm line 6.
BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.0/i386-
linux-thread-multi/Apache.pm line 6.
Compilation failed in require at /usr/lib/perl5/5.8.0/CGI.pm line 161.
Compilation failed in require at /opt/rt2/bin/webmux.pl line 18.
BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 18.
Compilation failed in require at (eval 1) line 1.

[Sat Dec 14 23:04:39 2002] [error] Can't load Perl
file: /opt/rt2/bin/webmux.pl for server support:0, exiting...

[FAILED]
</error>


-- 
Raymond Norton
Little Crow Telemedia Network
320-234-0270




From ron at shunra.com  Sun Dec 15 04:00:34 2002
From: ron at shunra.com (Ron Gidron)
Date: Sun, 15 Dec 2002 11:00:34 +0200
Subject: [rt-users] Is it time to split rt-users?
In-Reply-To: <20021213194337.GC28744@pallas.fsck.com>
References: <20021213194337.GC28744@pallas.fsck.com>
Message-ID: <3DFC44B2.4050608@shunra.com>

Though I would most likely subscribe to both lists,
This sounds like a good separation to make, and it will simplify the way 
I read the mailing list :-)

**just my 2 cents,
Ron.

Jesse Vincent wrote:

>Recently, a couple of folks have asked about the possibility of a new
>list dedicated to ticketing policy and process. Basically, this new list
>would deal with how RT is used for various things and not so much the
>mechanics of making RT run.  
>
>	Thoughts? 
>
>
>	Jesse
>
>
>  
>

-- 
Best Regards,
Ron Gidron
Customer Support Manager
SHUNRA Ltd.
Phone: +972 9 7643750
Mobile: +972 54 792469




From ron at shunra.com  Sun Dec 15 08:35:22 2002
From: ron at shunra.com (Ron Gidron)
Date: Sun, 15 Dec 2002 15:35:22 +0200
Subject: [rt-users] Problem with Perl RT package
Message-ID: <3DFC851A.5070306@shunra.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20021215/e6f156bb/attachment.htm>

From rt-id-45 at lists.lorens.org  Sun Dec 15 14:52:17 2002
From: rt-id-45 at lists.lorens.org (Lorens Kockum)
Date: Sun, 15 Dec 2002 20:52:17 +0100
Subject: [rt-users] Fetchmail and mysql security problems
Message-ID: <20021215195217.GA24534@apex.lorens.com>

Slightly off-topic, but I imagine a lot of RT admins get their
mail with fetchmail, a lot from external sources, and some RT
admins might have untrusted mysql users . . . so, as seen on
Vulnwatch (.org) Friday and Saturday, discovered by e-matters
(http://security.e-matters.de):

  bug in fetchmail, permitting execution of arbitrary code as
  user running fetchmail, exploitable with just a malicious
  mail, corrected in fetchmail 6.2.0 released Dec 13 2002

  bugs in MySQL, permitting root acces to databases, execution
  of arbitrary code as mysqld, malicious server executing code
  on clients, denial of service . . . corrected in MySQL 3.23.54
  released 12 December 2002.

No exploits released.

Time for an upgrade, people . . .

I'm not certain, but I don't think Debian and RedHat packages have
been updated yet. Maybe by the time you read this!

-- 
#include <std_disclaim.h>                          Lorens Kockum


From pdh at snapgear.com  Mon Dec 16 00:52:37 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 16 Dec 2002 15:52:37 +1000
Subject: [rt-users] Content-Type weirdness with NotifyWithAttachment
In-Reply-To: <1039786481.8859.55.camel@isis>
References: <1039699061.6276.41.camel@isis> <1039786481.8859.55.camel@isis>
Message-ID: <20021216055237.GJ2981@luggage.internal.moreton.com.au>

Lynoure Rajam?ki wrote:
> My problem is still unsolved, but I noticed RT with NotifyWithAttachment
> sets the boundary in multipart/mixed messages to be form
>
> ------------=_1039689841-20574-4
>
> when having
> Content-Type: multipart/mixed; boundary="=-1039689841-20574-4
> according to RTF 1521 it should have two hyphens and no more, e.g.
>
> --=_1039689841-20574-4

Good catch...

> Could somebody point out where the boundary is set so I can get rid of
> the extra hyphens? Or would this question be better asked from rt-devel?

This is set in MIME::Entity, in particular the "make_boundary" sub.
This generates a boundary with ten leading dashes (which agrees with
the twelve dashes you see in your boundary.) However these ten dashes
are absent in the Content-Type header. Why? I don't know. But that
should at least give you a starting point. :-) 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 jean-eric.cuendet at linkvest.com  Mon Dec 16 03:48:04 2002
From: jean-eric.cuendet at linkvest.com (Jean-Eric Cuendet)
Date: Mon, 16 Dec 2002 09:48:04 +0100
Subject: [rt-users] Error when sending mail from Web
In-Reply-To: <20021213201312.GH28744@pallas.fsck.com>
References: <3DF9B92A.1070000@linkvest.com> <20021213201312.GH28744@pallas.fsck.com>
Message-ID: <3DFD9344.8090905@linkvest.com>

>
>
>Try dropping down to DBIx-SearchBuilder 0.6x.  Has anyone else seen this
>issue pop up? It's related to the new error handling in
>DBIx-SearchBuilder 0.7x, but I'm not quite sure what's going on just
>yet.
>
OK, thanks for the answer.
That worksnow!
-jec




From jean-eric.cuendet at linkvest.com  Mon Dec 16 04:13:07 2002
From: jean-eric.cuendet at linkvest.com (Jean-Eric Cuendet)
Date: Mon, 16 Dec 2002 10:13:07 +0100
Subject: [rt-users] Error when sending mail from Web
In-Reply-To: <3DFD9344.8090905@linkvest.com>
References: <3DF9B92A.1070000@linkvest.com> <20021213201312.GH28744@pallas.fsck.com> <3DFD9344.8090905@linkvest.com>
Message-ID: <3DFD9923.7060402@linkvest.com>

Hi,
Sorry, I was wrong! It don't work either with 0.63!
In fact, when I click reply on a ticket, I have a page, then fill the fields, submit, then I have the following error with 0.71 :

Can't locate object method "return_error" via package "Class::ReturnValue" (perhaps you forgot to load "Class::ReturnValue"?) at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 380,  line 106.

Stack:
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:380]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:89]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle/Pg.pm:49]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:848]
  [/opt/rt2/lib/RT/Record.pm:100]
  [/opt/rt2/lib/RT/Transaction.pm:84]
  [/opt/rt2/lib/RT/Ticket.pm:2773]
  [/opt/rt2/lib/RT/Ticket.pm:1740]
  [/opt/rt2/lib/RT/Interface/Web.pm:347]
  [/opt/rt2/WebRT/html/Ticket/Display.html:139]
  [/opt/rt2/WebRT/html/autohandler:58]


With 0.63, when replying:

Can't locate object method "return_error" via package "Class::ReturnValue" (perhaps you forgot to load "Class::ReturnValue"?) at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 380,  line 108.

Stack:
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:380]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:89]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle/Pg.pm:49]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:848]
  [/opt/rt2/lib/RT/Record.pm:100]
  [/opt/rt2/lib/RT/Transaction.pm:84]
  [/opt/rt2/lib/RT/Ticket.pm:2773]
  [/opt/rt2/lib/RT/Ticket.pm:1740]
  [/opt/rt2/lib/RT/Interface/Web.pm:347]
  [/opt/rt2/WebRT/html/Ticket/Display.html:139]
  [/opt/rt2/WebRT/html/autohandler:58]



When I create a new ticket with 0.63:

Can't locate object method "return_error" via package "Class::ReturnValue" (perhaps you forgot to load "Class::ReturnValue"?) at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 380,  line 108.

Stack:
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:380]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:89]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle/Pg.pm:49]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:848]
  [/opt/rt2/lib/RT/Record.pm:100]
  [/opt/rt2/lib/RT/Ticket.pm:326]
  [/opt/rt2/WebRT/html/Ticket/Display.html:87]
  [/opt/rt2/WebRT/html/autohandler:58]




And when I click back in the browser, and then submit again, no more 
error, but a message saying the entry is duplicated. But the comment is 
not stored in the ticket...
Any idea?
Thanks alot.
-jec

PS: BTW, what are RT 2.1.9 and RT 3.0 ? Are there prod ready? What's new?





From lynoure at otaverkko.fi  Mon Dec 16 06:49:56 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 16 Dec 2002 13:49:56 +0200
Subject: [rt-users] Content-Type weirdness with NotifyWithAttachment
In-Reply-To: <20021216055237.GJ2981@luggage.internal.moreton.com.au>
References: <1039699061.6276.41.camel@isis> <1039786481.8859.55.camel@isis>
	 <20021216055237.GJ2981@luggage.internal.moreton.com.au>
Message-ID: <1040039396.759.325.camel@isis>

On Mon, 2002-12-16 at 07:52, Phil Homewood wrote:

> This is set in MIME::Entity, in particular the "make_boundary" sub.
> This generates a boundary with ten leading dashes (which agrees with
> the twelve dashes you see in your boundary.) However these ten dashes
> are absent in the Content-Type header. Why? I don't know. But that
> should at least give you a starting point. :-) Good luck...

That was my mistake, it seemed to be that way in the Content-Type as
well. Confusing. Anyway, I got rid of the extra hyphens.But it seems
that the content type and encoding of the first part
{$Transaction->Content()} is left unset and it seems to me (poor perl
newbie) that there is no way to set it afterwards. I have found out a
way to add {$Transaction->Content()} as a plain text attachment but then
there will be an extra empty attachment above that and alas, things are
broken that away. (So a way of removing an attachment would be good
too.)

Postfix and exim seem to fix the messages not including
Content-Transer-Encoding or Content-Type for the first message, qmail
and sendmail instead seem to assume it's no multipart.

This is such a weird problem that I almost feel embarrashed about it
(and my non-existent perl skills) but I have had the same attachment
behaviour on two different RT installations now.

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From js138 at eng.cam.ac.uk  Mon Dec 16 06:53:49 2002
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Mon, 16 Dec 2002 11:53:49 +0000 (GMT)
Subject: [rt-users] Is it time to split rt-users?
In-Reply-To: <52DB6A91-0EF3-11D7-9106-003065DC18B8@hamburg.fcb.com>
Message-ID: <Pine.HPX.4.33L.0212161151250.3595-100000@punch.eng.cam.ac.uk>

I would certainly be interested in a separate list which would discuss how
to configure RT from a business-process perspective, rather from a nuts
and bolts unix error prospective.

Someplace to discuss 'I have this business model and I'm thinking of
configuring my system _so_ - anyone else got a similar situation and any
experiences to share?'

I would subscribe to both, for sure.

John




From mpml at isp.primuseurope.com  Mon Dec 16 07:20:58 2002
From: mpml at isp.primuseurope.com (mpml)
Date: Mon, 16 Dec 2002 12:20:58 -0000
Subject: [rt-users] SearchBuilder
Message-ID: <002401c2a4fd$a91ce700$786510ac@manoharwin2k>

Hi,

I tried to compile rt (version rt-2-0-15) but it is giving problem for
DBIx-SearchBuilder module, I have installed DBIx-SearchBuilder 0.73 using
CPAN shell, however the make testdeps tries to find only version 0.48.

Is there anyway I can fix this problem? I presume using version 0.73 should
be better than 0.48 but the dependency does not allow me to go further.

Thanks in advance for suggestions.

Regds
Manohar



From lists at masonc.com  Mon Dec 16 07:46:54 2002
From: lists at masonc.com (Chris Mason)
Date: Mon, 16 Dec 2002 08:46:54 -0400
Subject: [rt-users] Seeing updates
Message-ID: <000101c2a501$3626ad90$7300a8c0@poseiden>

My users are not so happy about the flood of email that they get when
someone replies to tickets, but without the watcher email notifications,
they don't know that a ticket has had a reply. Is there a way to show
tickets that have had replies since the last outgoing message, or does
anyone have a better solution than email alerts? Maybe a list of alerts
with links to the tickets?

Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From anno at opossum.htu.tuwien.ac.at  Mon Dec 16 09:06:38 2002
From: anno at opossum.htu.tuwien.ac.at (Alexander Hubmann)
Date: Mon, 16 Dec 2002 15:06:38 +0100 (CET)
Subject: [rt-users] Problems with newer Perl release
Message-ID: <Pine.LNX.4.10.10212161503160.7287-100000@opossum.htu.tuwien.ac.at>

Hi!

I have to install RT on a distribution running perl 5.8. Unfortunatly I
keep getting following error message:

rt2:/srv/www/htdocs # /etc/init.d/apache start
Starting httpd [ Mailman PERL ]/etc/init.d/apache: line 206:  3185
Segmentation fault      $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf
$MODULES >/var/log/httpd/rcapache.log 2>&1


[Mon Dec 16 09:04:25 2002] Format.pm: Using an array as a reference is
deprecated at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 88.
[Mon Dec 16 09:04:25 2002] Format.pm: Using an array as a reference is
deprecated at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 217.
Syntax OK
failed


Has anyone already found a work around to this problem but reverting to
perl 5.6.x?

krgds
AH.
 
------------------------------------------------------------
Murphy was an optimist.





From lecroart at nevrax.com  Mon Dec 16 09:15:00 2002
From: lecroart at nevrax.com (Vianney Lecroart)
Date: Mon, 16 Dec 2002 15:15:00 +0100
Subject: fw: [rt-users] added row in search page
Message-ID: <001e01c2a50d$84e82740$0901a8c0@vianneyl>

> Have a look at "%WebOptions=" in config.pm to extend/modify the search
> result
> page.

Thank you for your tips. I already saw something like that on the RT
archive.

Is there a doc or something on the format of %WebOptions and what can we
do with that?

For direct TicketTransaction, it's easy to add field, but I want to add
row that are in the keyword of a queue, is it possible? How to do that?
Is there doc? I took a look at the doc graph of different structure and
I so no link beween keyword and other table.

Vianney Lecroart
---
lead network programmer / nevrax.com
icq#: 6870415
homepage: http://ace.planet-d.net
www.geekcode.com: GCS/E d- s+++: a-- C+++$ UL++ P- L+++>+$ E+>- W++ N+
o? K-
w++$ O- M- V- PS- PE? Y PGP t 5? X+ R- tv++ b- DI D+ G e++ h+ r-- y?

> > Hello,
> >
> > I have a queue with Keywords like BugClass that is A B C or D, and a
> > CategoryName like Graphics, Audio, Code and so on.
> > I can search bugs of a specific BugClass (A for instance) but it's
quite
> > not interesting. I would like to know if it's possible to add rows
in
> > the search page and sort them with this new row. For example, I want
to
> > list all bug and sort them by BugClass and see the BugClass value in
the
> > BugClass row.
> >
> > before:
> >
> > Id  Subject  Requestor(s)  Status  Queue  Told  Age  Last  Owner
Take
> > 10  test     nono          new     test   -     -    -     Nobody
Take
> > 11  test     nono          new     test   -     -    -     Nobody
Take
> >
> > after:
> >
> > Id  Subject  Requestor(s)  ...  Age  Last  Owner  Take BugClass
> > 11  test     nono          ...  -    -     Nobody Take A
> > 10  test     nono          ...  -    -     Nobody Take B
> >
> > I think it s not possible to do that with the web configuration
page, so
> > is it hard to do that hacking the sources and how to do that.
> >
> > Thanks for your help,





From jjasen at datafoundation.com  Mon Dec 16 11:13:30 2002
From: jjasen at datafoundation.com (John Jasen)
Date: Mon, 16 Dec 2002 11:13:30 -0500 (EST)
Subject: [rt-users] problem creating tickets
In-Reply-To: <Pine.LNX.4.44.0212131552440.13413-100000@flash.datafoundation.com>
Message-ID: <Pine.LNX.4.44.0212161112530.24810-100000@flash.datafoundation.com>

here's some logs from trying to create a ticket.


postmaster successfully started
LOG:  database system was shut down at 2002-12-13 16:42:43 EST
LOG:  checkpoint record is at 0/B3F790
LOG:  redo record is at 0/B3F790; undo record is at 0/0; shutdown TRUE
LOG:  next transaction id: 11788; next oid: 17654
LOG:  database system is ready
LOG:  connection received: host=127.0.0.1 port=3798
LOG:  connection authorized: user=rt_user database=rt2
LOG:  query: begin; select getdatabaseencoding(); commit
LOG:  query: SET TIME ZONE 'GMT'
LOG:  query: SET DATESTYLE TO 'ISO'
LOG:  query: SELECT  * FROM Users WHERE lower(Name) = 'rt_system'
LOG:  query: SELECT  * FROM Users WHERE lower(Name) = 'nobody'
LOG:  query: SELECT  * FROM Queues WHERE lower(Name) = 'ifs'
LOG:  query: SELECT COUNT(ACL.id) FROM ACL, Groups WHERE  (((RightScope = 'Queue') AND (RightAppliesTo = 1))) AND ((RightName = 'CreateTicket')) AND (((Groups.Name = 'Everyone') AND 
                                       (PrincipalType = 'Group') AND 
                                       (Groups.Id = PrincipalId)))
LOG:  query: SELECT COUNT(ACL.id) FROM ACL, GroupMembers, Groups WHERE  ((((((RightScope = 'Queue') AND (RightAppliesTo = 1))) AND ((RightName = 'CreateTicket'))) OR ((RightName = 'SuperUser') AND (RightScope = 'System') AND (RightAppliesTo = 0)))  AND (((ACL.PrincipalType = 'Group') AND (ACL.PrincipalId = Groups.Id) AND (GroupMembers.GroupId = Groups.Id)  AND (GroupMembers.UserId = 4))))
LOG:  query: SELECT COUNT(ACL.id) FROM ACL WHERE  (((((RightScope = 'Queue') AND (RightAppliesTo = 1))) AND ((RightName = 'CreateTicket'))) OR ((RightName = 'SuperUser') AND (RightScope = 'System') AND (RightAppliesTo = 0)))  AND (((PrincipalType = 'User') AND (PrincipalId = 4)))
LOG:  query: SELECT  * FROM Users WHERE id = '2'
LOG:  query: SELECT  * FROM Queues WHERE id = '1'
LOG:  query: INSERT INTO Tickets (Starts, Type, Priority, Resolved, Status, Queue, Owner, InitialPriority, FinalPriority, Subject, Creator, LastUpdatedBy, Created, TimeLeft, TimeWorked, LastUpdated, Due) VALUES ('1970-01-01 00:00:00', 'ticket', '0', NULL, 'new', '1', '2', '0', '0', 'ifs crashes when ...', '4', '4', '2002-12-13 21:43:30', '', '', '2002-12-13 21:43:30', '1970-01-01 00:00:00')
ERROR:  pg_atoi: zero-length string
LOG:  statement: INSERT INTO Tickets (Starts, Type, Priority, Resolved, Status, Queue, Owner, InitialPriority, FinalPriority, Subject, Creator, LastUpdatedBy, Created, TimeLeft, TimeWorked, LastUpdated, Due) VALUES ('1970-01-01 00:00:00', 'ticket', '0', NULL, 'new', '1', '2', '0', '0', 'ifs crashes when ...', '4', '4', '2002-12-13 21:43:30', '', '', '2002-12-13 21:43:30', '1970-01-01 00:00:00')
LOG:  query: SELECT  * FROM Users WHERE lower(EmailAddress) = 'jjasen at datafoundation.com'
LOG:  query: SELECT  * FROM Watchers WHERE Email is null AND Owner = '4' AND lower(Scope) = 'ticket' AND lower(Type) = 'requestor' AND Value is null
LOG:  query: UPDATE Tickets SET LastUpdated='2002-12-13 21:43:30' WHERE id=NULL 
LOG:  query: UPDATE Tickets SET LastUpdatedBy='4' WHERE id=NULL 
LOG:  query: UPDATE Tickets SET TimeWorked=0 WHERE id=NULL 
LOG:  query: SELECT DISTINCT main.* FROM Queues main   WHERE ((main.Disabled = '0'))  ORDER BY main.Name ASC
LOG:  connection received: host=127.0.0.1 port=3799
LOG:  connection authorized: user=rt_user database=rt2
LOG:  query: begin; select getdatabaseencoding(); commit
LOG:  query: SET TIME ZONE 'GMT'
LOG:  query: SET DATESTYLE TO 'ISO'
LOG:  connection received: host=127.0.0.1 port=3800
LOG:  connection authorized: user=rt_user database=rt2
LOG:  query: begin; select getdatabaseencoding(); commit
LOG:  query: SET TIME ZONE 'GMT'
LOG:  query: SET DATESTYLE TO 'ISO'
LOG:  connection received: host=127.0.0.1 port=3801
LOG:  connection authorized: user=rt_user database=rt2
LOG:  query: begin; select getdatabaseencoding(); commit
LOG:  query: SET TIME ZONE 'GMT'
LOG:  query: SET DATESTYLE TO 'ISO'
LOG:  query: SELECT  * FROM Users WHERE lower(Name) = 'rt_system'
LOG:  query: SELECT  * FROM Users WHERE lower(Name) = 'nobody'



From erik.wasser at iquer.net  Mon Dec 16 11:23:39 2002
From: erik.wasser at iquer.net (Erik Wasser)
Date: Mon, 16 Dec 2002 17:23:39 +0100 (CET)
Subject: [rt-users] Problems with newer Perl release
In-Reply-To: <Pine.LNX.4.10.10212161503160.7287-100000@opossum.htu.tuwien.ac.at>
References: <Pine.LNX.4.10.10212161503160.7287-100000@opossum.htu.tuwien.ac.at>
Message-ID: <38377.131.234.81.193.1040055819.squirrel@sv0.iquer.net>

Alexander Hubmann said:

> [Mon Dec 16 09:04:25 2002] Format.pm: Using an array as a reference is
> deprecated at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 88.
> [Mon Dec 16 09:04:25 2002] Format.pm: Using an array as a reference is
> deprecated at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 217.
> Syntax OK
> failed
>
> Has anyone already found a work around to this problem but reverting to
> perl 5.6.x?

Why don't you just fix these two lines?

-- 
So long... Erik Wasser





From jesse at bestpractical.com  Mon Dec 16 11:35:19 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 16 Dec 2002 11:35:19 -0500
Subject: [rt-users] Error when sending mail from Web
In-Reply-To: <3DFD9344.8090905@linkvest.com>
References: <3DF9B92A.1070000@linkvest.com> <20021213201312.GH28744@pallas.fsck.com> <3DFD9344.8090905@linkvest.com>
Message-ID: <20021216163519.GD28744@pallas.fsck.com>

Ok. Next fix I'd like you to test with searchbuilder 0.73:

Ticket::Create has the following lines:

 	 InitialPriority => undef,
         FinalPriority => undef,
	  
fairly near the top. try replacing them with:

         InitialPriority => "0",
         FinalPriority => "0",


On Mon, Dec 16, 2002 at 09:48:04AM +0100, Jean-Eric Cuendet wrote:
> >
> >
> >Try dropping down to DBIx-SearchBuilder 0.6x.  Has anyone else seen this
> >issue pop up? It's related to the new error handling in
> >DBIx-SearchBuilder 0.7x, but I'm not quite sure what's going on just
> >yet.
> >
> OK, thanks for the answer.
> That worksnow!
> -jec
> 
> 

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


From anno at opossum.htu.tuwien.ac.at  Mon Dec 16 13:15:15 2002
From: anno at opossum.htu.tuwien.ac.at (Alexander Hubmann)
Date: Mon, 16 Dec 2002 19:15:15 +0100 (CET)
Subject: [rt-users] Problems with newer Perl release
In-Reply-To: <38377.131.234.81.193.1040055819.squirrel@sv0.iquer.net>
Message-ID: <Pine.LNX.4.10.10212161911370.7287-100000@opossum.htu.tuwien.ac.at>

Hmm, good idea :-)

Its just, that I dont know where these functions are called, as it seems
to me, that not Format.pm is the problem but the caller.
I tried something like eval { }; to catch the error message with a local
__WARN__ handler but no success.
I'm just not that familiar with perl to even understand, where the problem
is...
So still any ideas? I play some time now with that and revert to an older
distribution if I can't get it work.



------------------------------------------------------------
Murphy was an optimist.


On Mon, 16 Dec 2002, Erik Wasser wrote:

>
>Alexander Hubmann said:
>
>> [Mon Dec 16 09:04:25 2002] Format.pm: Using an array as a reference is
>> deprecated at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 88.
>> [Mon Dec 16 09:04:25 2002] Format.pm: Using an array as a reference is
>> deprecated at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 217.
>> Syntax OK
>> failed
>>
>> Has anyone already found a work around to this problem but reverting to
>> perl 5.6.x?
>
>Why don't you just fix these two lines?
>
>-- 
>So long... Erik Wasser
>
>
>
>_______________________________________________
>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 tagreen at mhsnetworks.net  Mon Dec 16 13:46:00 2002
From: tagreen at mhsnetworks.net (Todd A. Green)
Date: 16 Dec 2002 12:46:00 -0600
Subject: [rt-users] Problems with newer Perl release
In-Reply-To: <Pine.LNX.4.10.10212161503160.7287-100000@opossum.htu.tuwien.ac.at>
References: 	 <Pine.LNX.4.10.10212161503160.7287-100000@opossum.htu.tuwien.ac.at>
Message-ID: <1040064359.8751.535.camel@desktop>

I'm currently running RT 2.0.15 on perl 5.8.0 without any errors.

Was the Perl 5.8.0 an upgrade or a clean install.

You might try to reinstall the Date::Format module to verify you have
the latest copy.

I had some issues early on with Perl 5.8.0 disliking some older versions
of modules due to similar complaints.  In most cases I upgraded to the
latest version and all was well.  The only case it wasn't was with
CGI_Lite which has been (apparently) abandoned, so I just switch to CGI.

On Mon, 2002-12-16 at 08:06, Alexander Hubmann wrote:
> Hi!
> 
> I have to install RT on a distribution running perl 5.8. Unfortunatly I
> keep getting following error message:
> 
> rt2:/srv/www/htdocs # /etc/init.d/apache start
> Starting httpd [ Mailman PERL ]/etc/init.d/apache: line 206:  3185
> Segmentation fault      $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf
> $MODULES >/var/log/httpd/rcapache.log 2>&1
> 
> 
> [Mon Dec 16 09:04:25 2002] Format.pm: Using an array as a reference is
> deprecated at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 88.
> [Mon Dec 16 09:04:25 2002] Format.pm: Using an array as a reference is
> deprecated at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 217.
> Syntax OK
> failed
> 
> 
> Has anyone already found a work around to this problem but reverting to
> perl 5.6.x?
> 
> krgds
> AH.
>  
> ------------------------------------------------------------
> Murphy was an optimist.
> 
> 
> 
> _______________________________________________
> 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
-- 
Todd A. Green <tagreen at mhsnetworks.net>
Managed Hosting Soutions, Inc.



From hamster at larpmot.com  Mon Dec 16 14:01:33 2002
From: hamster at larpmot.com (Steven Ball)
Date: 16 Dec 2002 12:01:33 -0700
Subject: [rt-users] Bad RFC822 field name error?
Message-ID: <1040065293.11065.5.camel@voldemort.larpmot.com>


Hello!

I am getting an odd error, perhaps someone will know the fix?

I have RT version 2.1.54 installed on a RedHat 8.0 box, which uses
apache 2.0.  RT seemed to install OK, and seems to work just fine,
except for when it wants to send email, at which time I get this error
every time:


                              System error

error: 
Bad RFC822 field name 'C0c0 T-Type'
at
/usr/lib/perl5/site_perl/5.8.0/MIME/Entity.pm line 627 context: 
... 

187: 
# whether they
should generate a
full stack trace
(confess() and
cluck())
188: 
# or simply report
the caller's
package (croak()
and carp()),
respectively.
189: 
# confess() and
croak() die,
carp() and cluck()
warn.
190: 

191: 
sub croak { die
shortmess @_ }
192: 
sub confess { die
longmess @_ }
193: 
sub carp { warn
shortmess @_ }
194: 
sub cluck { warn
longmess @_ }
195: 

... 

code stack:  
/usr/lib/perl5/5.8.0/Carp.pm:191
/usr/lib/perl5/site_perl/5.8.0/Mail/Header.pm:212
/usr/lib/perl5/site_perl/5.8.0/Mail/Header.pm:560
/usr/lib/perl5/site_perl/5.8.0/MIME/Entity.pm:627
/opt/rt3/lib/RT/Interface/Web.pm:440
/opt/rt3/lib/RT/Interface/Web.pm:244
/opt/rt3/share/html/Ticket/Display.html:67
/opt/rt3/share/html/Ticket/Create.html:248
/opt/rt3/share/html/autohandler:151



I have been digging around trying to figure out what to do to fix this,
and I am drawing a blank.  Perhaps I need to install RT on a box that
isn't quite so bleeding edge? :)

Thanks for the help!

-- 
Steven Ball <hamster at larpmot.com>

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From jesse at bestpractical.com  Mon Dec 16 14:20:54 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 16 Dec 2002 14:20:54 -0500
Subject: [rt-users] Bad RFC822 field name error?
In-Reply-To: <1040065293.11065.5.camel@voldemort.larpmot.com>
References: <1040065293.11065.5.camel@voldemort.larpmot.com>
Message-ID: <20021216192054.GE28744@pallas.fsck.com>

This may be related to a bug in Mail-Tools that was fixed in a release
just a few days. Try upgrading that?


On Mon, Dec 16, 2002 at 12:01:33PM -0700, Steven Ball wrote:
> 
> Hello!
> 
> I am getting an odd error, perhaps someone will know the fix?
> 
> I have RT version 2.1.54 installed on a RedHat 8.0 box, which uses
> apache 2.0.  RT seemed to install OK, and seems to work just fine,
> except for when it wants to send email, at which time I get this error
> every time:
> 
> 
>                               System error
> 
> error: 
> Bad RFC822 field name 'C0c0 T-Type'
> at
> /usr/lib/perl5/site_perl/5.8.0/MIME/Entity.pm line 627 context: 
> ... 
> 
> 187: 
> # whether they
> should generate a
> full stack trace
> (confess() and
> cluck())
> 188: 
> # or simply report
> the caller's
> package (croak()
> and carp()),
> respectively.
> 189: 
> # confess() and
> croak() die,
> carp() and cluck()
> warn.
> 190: 
> 
> 191: 
> sub croak { die
> shortmess @_ }
> 192: 
> sub confess { die
> longmess @_ }
> 193: 
> sub carp { warn
> shortmess @_ }
> 194: 
> sub cluck { warn
> longmess @_ }
> 195: 
> 
> ... 
> 
> code stack:  
> /usr/lib/perl5/5.8.0/Carp.pm:191
> /usr/lib/perl5/site_perl/5.8.0/Mail/Header.pm:212
> /usr/lib/perl5/site_perl/5.8.0/Mail/Header.pm:560
> /usr/lib/perl5/site_perl/5.8.0/MIME/Entity.pm:627
> /opt/rt3/lib/RT/Interface/Web.pm:440
> /opt/rt3/lib/RT/Interface/Web.pm:244
> /opt/rt3/share/html/Ticket/Display.html:67
> /opt/rt3/share/html/Ticket/Create.html:248
> /opt/rt3/share/html/autohandler:151
> 
> 
> 
> I have been digging around trying to figure out what to do to fix this,
> and I am drawing a blank.  Perhaps I need to install RT on a box that
> isn't quite so bleeding edge? :)
> 
> Thanks for the help!
> 
> -- 
> Steven Ball <hamster at larpmot.com>
> 



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


From khera at kcilink.com  Mon Dec 16 14:57:06 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 16 Dec 2002 14:57:06 -0500
Subject: [rt-users] SearchBuilder
In-Reply-To: <002401c2a4fd$a91ce700$786510ac@manoharwin2k>
References: <002401c2a4fd$a91ce700$786510ac@manoharwin2k>
Message-ID: <15870.12306.935822.889310@onceler.kciLink.com>

>>>>> "m" == mpml  <mpml at isp.primuseurope.com> writes:

m> I tried to compile rt (version rt-2-0-15) but it is giving problem for
m> DBIx-SearchBuilder module, I have installed DBIx-SearchBuilder 0.73 using
m> CPAN shell, however the make testdeps tries to find only version 0.48.


Testdeps looks for "at least" version 0.48, not "exactly".



From khera at kcilink.com  Mon Dec 16 15:13:01 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 16 Dec 2002 15:13:01 -0500
Subject: [rt-users] Problems with newer Perl release
In-Reply-To: <38377.131.234.81.193.1040055819.squirrel@sv0.iquer.net>
References: <Pine.LNX.4.10.10212161503160.7287-100000@opossum.htu.tuwien.ac.at>
	<38377.131.234.81.193.1040055819.squirrel@sv0.iquer.net>
Message-ID: <15870.13261.425585.753154@onceler.kciLink.com>

>>>>> "EW" == Erik Wasser <erik.wasser at iquer.net> writes:

EW> Alexander Hubmann said:

>> [Mon Dec 16 09:04:25 2002] Format.pm: Using an array as a reference is
>> deprecated at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 88.
>> [Mon Dec 16 09:04:25 2002] Format.pm: Using an array as a reference is
>> deprecated at /usr/lib/perl5/site_perl/5.8.0/Date/Format.pm line 217.
>> Syntax OK
>> failed
>> 
>> Has anyone already found a work around to this problem but reverting to
>> perl 5.6.x?

EW> Why don't you just fix these two lines?

Maybe because they have nothing to do with crashing?  They're just
warnings that a feature used is "deprecated".  It still works, but
requests that you change it since it may not work in the future.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 lists at masonc.com  Mon Dec 16 17:51:40 2002
From: lists at masonc.com (Chris Mason)
Date: Mon, 16 Dec 2002 18:51:40 -0400
Subject: [rt-users] I hate hotmail
Message-ID: <000001c2a555$b28b1de0$7300a8c0@poseiden>

Admin users that use hotmail and reply to emails generated by RT turn
the plain text messages into html attachments which are unreadable to
the requestors. The obvious answer is to ban hotmail for admins, but I
am using RT to hand off to affliate businesses while still keeping track
of the ticket, so I can't control that so well.
Any solution for parsing html?

Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From pdh at snapgear.com  Mon Dec 16 19:16:17 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 17 Dec 2002 10:16:17 +1000
Subject: [rt-users] problem creating tickets
In-Reply-To: <Pine.LNX.4.44.0212161112530.24810-100000@flash.datafoundation.com>
References: <Pine.LNX.4.44.0212131552440.13413-100000@flash.datafoundation.com> <Pine.LNX.4.44.0212161112530.24810-100000@flash.datafoundation.com>
Message-ID: <20021217001617.GL510@luggage.internal.moreton.com.au>

John Jasen wrote:
> LOG:  query: INSERT INTO Tickets (Starts, Type, Priority, Resolved, Status, Queue, Owner, InitialPriority, FinalPriority, Subject, Creator, LastUpdatedBy, Created, TimeLeft, TimeWorked, LastUpdated, Due) VALUES ('1970-01-01 00:00:00', 'ticket', '0', NULL, 'new', '1', '2', '0', '0', 'ifs crashes when ...', '4', '4', '2002-12-13 21:43:30', '', '', '2002-12-13 21:43:30', '1970-01-01 00:00:00')
> ERROR:  pg_atoi: zero-length string

I'm not a postgres user, so this is untested, but see if it helps.

-- 
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: webrt/Ticket/Create.html
===================================================================
RCS file: /cvs/local/rt/webrt/Ticket/Create.html,v
retrieving revision 1.1.1.3
diff -u -r1.1.1.3 Create.html
--- webrt/Ticket/Create.html	23 Jan 2002 00:47:58 -0000	1.1.1.3
+++ webrt/Ticket/Create.html	17 Dec 2002 00:13:51 -0000
@@ -104,8 +104,8 @@
 <TABLE BORDER=0>
 <TR><TD ALIGN=RIGHT>Priority:</TD><TD><input size=3 name="InitialPriority" value="<%$QueueObj->InitialPriority%>"></TD></TR>
 <TR><TD ALIGN=RIGHT>Final Priority:</TD><TD><input size=3 name="FinalPriority" value="<%$QueueObj->FinalPriority%>"></TD></TR>
-<TR><TD ALIGN=RIGHT>Time Worked:</TD><TD><input size=3 name="TimeWorked"></TD></TR>
-<TR><TD ALIGN=RIGHT>Time Left:</TD><TD><input size=3 name="TimeLeft"></TD></TR>
+<TR><TD ALIGN=RIGHT>Time Worked:</TD><TD><input size=3 name="TimeWorked" value="0"></TD></TR>
+<TR><TD ALIGN=RIGHT>Time Left:</TD><TD><input size=3 name="TimeLeft" value="0"></TD></TR>
 </TABLE>
 <& /Elements/TitleBoxEnd &>
 <BR>

From jesse at bestpractical.com  Mon Dec 16 19:22:49 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 16 Dec 2002 19:22:49 -0500
Subject: [rt-users] problem creating tickets
In-Reply-To: <20021217001617.GL510@luggage.internal.moreton.com.au>
References: <Pine.LNX.4.44.0212131552440.13413-100000@flash.datafoundation.com> <Pine.LNX.4.44.0212161112530.24810-100000@flash.datafoundation.com> <20021217001617.GL510@luggage.internal.moreton.com.au>
Message-ID: <20021217002249.GH28744@pallas.fsck.com>

So, this is the same problem we've been discussing elsewhere on
rt-users. Postgres 7.3 changed some underlying magic. I posted a change
to Ticket->Create that I'd like people to try. If that works, it'll be
in 2.0.16


On Tue, Dec 17, 2002 at 10:16:17AM +1000, Phil Homewood wrote:
> John Jasen wrote:
> > LOG:  query: INSERT INTO Tickets (Starts, Type, Priority, Resolved, Status, Queue, Owner, InitialPriority, FinalPriority, Subject, Creator, LastUpdatedBy, Created, TimeLeft, TimeWorked, LastUpdated, Due) VALUES ('1970-01-01 00:00:00', 'ticket', '0', NULL, 'new', '1', '2', '0', '0', 'ifs crashes when ...', '4', '4', '2002-12-13 21:43:30', '', '', '2002-12-13 21:43:30', '1970-01-01 00:00:00')
> > ERROR:  pg_atoi: zero-length string
> 
> I'm not a postgres user, so this is untested, but see if it helps.
> 
> -- 
> 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

> Index: webrt/Ticket/Create.html
> ===================================================================
> RCS file: /cvs/local/rt/webrt/Ticket/Create.html,v
> retrieving revision 1.1.1.3
> diff -u -r1.1.1.3 Create.html
> --- webrt/Ticket/Create.html	23 Jan 2002 00:47:58 -0000	1.1.1.3
> +++ webrt/Ticket/Create.html	17 Dec 2002 00:13:51 -0000
> @@ -104,8 +104,8 @@
>  <TABLE BORDER=0>
>  <TR><TD ALIGN=RIGHT>Priority:</TD><TD><input size=3 name="InitialPriority" value="<%$QueueObj->InitialPriority%>"></TD></TR>
>  <TR><TD ALIGN=RIGHT>Final Priority:</TD><TD><input size=3 name="FinalPriority" value="<%$QueueObj->FinalPriority%>"></TD></TR>
> -<TR><TD ALIGN=RIGHT>Time Worked:</TD><TD><input size=3 name="TimeWorked"></TD></TR>
> -<TR><TD ALIGN=RIGHT>Time Left:</TD><TD><input size=3 name="TimeLeft"></TD></TR>
> +<TR><TD ALIGN=RIGHT>Time Worked:</TD><TD><input size=3 name="TimeWorked" value="0"></TD></TR>
> +<TR><TD ALIGN=RIGHT>Time Left:</TD><TD><input size=3 name="TimeLeft" value="0"></TD></TR>
>  </TABLE>
>  <& /Elements/TitleBoxEnd &>
>  <BR>


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


From map at eecs.berkeley.edu  Mon Dec 16 19:44:10 2002
From: map at eecs.berkeley.edu (Mike Patterson)
Date: Mon, 16 Dec 2002 16:44:10 -0800
Subject: [rt-users] 1) CLI as non-root? 2)Watchers
Message-ID: <3DFE735A.2070206@eecs.berkeley.edu>

I'm giving a demo of RT to tech support group tommorow and I'm trying to 
anticipate some of their requests.

1) CLI
Can non-root users use the CLI (e.g. as root I can do this: 
/opt/rt2/bin/rt --id="400" --status="resolved" (to change ticket #400 to 
resolved) but I get permission denied if I'm doing it as a regular user. 
  Can I specify username/password (e.g. -u joeuser -p like you would in 
mysql)?  Or do I need their Unix ID somehow tied to it.

2) Watchers
I've gone through various combinations of Scrips and Watchers(AdminCC 
and CC settings) and haven't got it right.  I would like one group of 
our techs to only see: OnCreate and OnCorrespond Notify ...
and another group to see it all (OnCreate, OnComment, OnCorrespond, 
OnStatus Notify ...) I don't want anyone's email to appear as a CC on 
the mail sent in either case (I just want it to be from rt at xxxx).
Any help would be appreciated.

Thanks,
Mike



From pdh at snapgear.com  Mon Dec 16 19:49:25 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 17 Dec 2002 10:49:25 +1000
Subject: [rt-users] 1) CLI as non-root? 2)Watchers
In-Reply-To: <3DFE735A.2070206@eecs.berkeley.edu>
References: <3DFE735A.2070206@eecs.berkeley.edu>
Message-ID: <20021217004925.GN510@luggage.internal.moreton.com.au>

Mike Patterson wrote:
>  Can I specify username/password (e.g. -u joeuser -p like you would in 
> mysql)?  Or do I need their Unix ID somehow tied to it.

Set the users' "Unix login" fields in Configuration->Users. Then
it should just work.

(Q2 unanswered as my brain is unfunctional this morning.)
-- 
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 autrijus at autrijus.org  Mon Dec 16 22:56:03 2002
From: autrijus at autrijus.org (Autrijus Tang)
Date: Tue, 17 Dec 2002 11:56:03 +0800
Subject: [rt-users] Bad RFC822 field name error?
In-Reply-To: <1040065293.11065.5.camel@voldemort.larpmot.com>
References: <1040065293.11065.5.camel@voldemort.larpmot.com>
Message-ID: <20021217035603.GA71316@not.autrijus.org>

On Mon, Dec 16, 2002 at 12:01:33PM -0700, Steven Ball wrote:
> I am getting an odd error, perhaps someone will know the fix?
> I have RT version 2.1.54 installed on a RedHat 8.0 box, which uses
> apache 2.0.  RT seemed to install OK, and seems to work just fine,
> except for when it wants to send email, at which time I get this error
> every time:
> Bad RFC822 field name 'C0c0 T-Type'

This is due to a known (and fixed in bleadperl) regex bug:
http://rt.perl.org/rt2/Ticket/Display.html?id=18107

I have provided a workaround that seem to fix the problem
(by forcing utf8::downgrade() on headers); it has been
included in MailTools 1.53, so please upgrade to that version.

Thanks,
/Autrijus/
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From jean-eric.cuendet at linkvest.com  Tue Dec 17 06:23:14 2002
From: jean-eric.cuendet at linkvest.com (Jean-Eric Cuendet)
Date: Tue, 17 Dec 2002 12:23:14 +0100
Subject: [rt-users] Error when sending mail from Web
In-Reply-To: <20021216163519.GD28744@pallas.fsck.com>
References: <3DF9B92A.1070000@linkvest.com> <20021213201312.GH28744@pallas.fsck.com> <3DFD9344.8090905@linkvest.com> <20021216163519.GD28744@pallas.fsck.com>
Message-ID: <3DFF0922.8070505@linkvest.com>

So, I have the error even with that.
Some infos:
- I have Pg 7.3 . Is it the problem? Should I go back to 7.2?
- I put again SearchBuilder 0.73
- I changed in /opt/rt2/lib/RT/Ticket.pm line 188:
  InitialPriority => undef,
  FinalPriority => undef,
to
  InitialPriority => "0",
  FinalPriority => "0",
OK?
- Restarted Apache
- Then I have the following stack:

Can't bind a reference (Class::ReturnValue=HASH(0x8cecf50)) at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 376,  line 197.

Stack:
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:376]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:837]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:761]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm:106]
  [/opt/rt2/lib/RT/Record.pm:140]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:782]
  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:708]
  [/opt/rt2/lib/RT/Transaction.pm:93]
  [/opt/rt2/lib/RT/Ticket.pm:2775]
  [/opt/rt2/lib/RT/Ticket.pm:1691]
  [/opt/rt2/lib/RT/Interface/Web.pm:338]
  [/opt/rt2/WebRT/html/Ticket/Display.html:139]


Thanks for your help...
And ready to test other things.
-jec





From seph at commerceflow.com  Tue Dec 17 08:34:53 2002
From: seph at commerceflow.com (seph)
Date: Tue, 17 Dec 2002 05:34:53 -0800
Subject: [rt-users] RT 2.0.15 performance?
In-Reply-To: <Pine.GSO.4.50.0212132328530.20033-100000@uss-steamrunner.ifm.liu.se> (Peter
 Eriksson's message of "Fri, 13 Dec 2002 23:39:58 +0100 (MET)")
References: <Pine.GSO.4.50.0212132328530.20033-100000@uss-steamrunner.ifm.liu.se>
Message-ID: <w52el8gu5tu.fsf@debian.directionless.org>

> The RT installation is nearing ticket #10000 now, 855 users
> (according to "rt --list-users|wc") - of which about 10 are
> privileged (the rest are the autocreated sort) and about 10 queues
> (of which one is used a lot and two somewhat).
>
>  [snip]
>
> Another suggestion talked about ACL evaluations problems in RT2
> that was fixed in RT3 - can this be what I'm seeing here?

I believe the ACL slowdown occurs when you have a large number of
privledged users, which you don't. So it's probably not that.

seph


From jean-eric.cuendet at linkvest.com  Tue Dec 17 09:19:34 2002
From: jean-eric.cuendet at linkvest.com (Jean-Eric Cuendet)
Date: Tue, 17 Dec 2002 15:19:34 +0100
Subject: [rt-users] rt-mailgate + setuid
Message-ID: <3DFF3276.8070803@linkvest.com>

Hi,
When running rt-mailgate, perl tell me "Can't do setuid"
Is it the right way of doing things to change /usr/bin/perl => 
/usr/bin/suidperl in /opt/rt2/bin/rt-mailgate ?
Or should I do that another way?
-jec

-- 
Jean-Eric Cuendet
Linkvest SA
Av des Baumettes 9, 1020 Renens Switzerland
Tel +41 21 632 9043  Fax +41 21 632 9090
E-mail: jean-eric.cuendet at linkvest.com
http://www.linkvest.com
--------------------------------------------------------




From jean-eric.cuendet at linkvest.com  Tue Dec 17 09:21:43 2002
From: jean-eric.cuendet at linkvest.com (Jean-Eric Cuendet)
Date: Tue, 17 Dec 2002 15:21:43 +0100
Subject: [rt-users] Error when sending mail from Web
In-Reply-To: <3DFF0922.8070505@linkvest.com>
References: <3DF9B92A.1070000@linkvest.com> <20021213201312.GH28744@pallas.fsck.com> <3DFD9344.8090905@linkvest.com> <20021216163519.GD28744@pallas.fsck.com> <3DFF0922.8070505@linkvest.com>
Message-ID: <3DFF32F7.2090301@linkvest.com>

Another thing worst noting, is that when doing Reply to ticket, then if 
I just change the status  from open->resolved, it works, no error.
But if I put a comment before Submitting, then I have the error 
mentionned below.
-jec

Jean-Eric Cuendet wrote:

> So, I have the error even with that.
> Some infos:
> - I have Pg 7.3 . Is it the problem? Should I go back to 7.2?
> - I put again SearchBuilder 0.73
> - I changed in /opt/rt2/lib/RT/Ticket.pm line 188:
>  InitialPriority => undef,
>  FinalPriority => undef,
> to
>  InitialPriority => "0",
>  FinalPriority => "0",
> OK?
> - Restarted Apache
> - Then I have the following stack:
>
> Can't bind a reference (Class::ReturnValue=HASH(0x8cecf50)) at 
> /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 376,  
> line 197.
>
> Stack:
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:376]
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:837]
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:761]
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm:106]
>  [/opt/rt2/lib/RT/Record.pm:140]
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:782]
>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:708]
>  [/opt/rt2/lib/RT/Transaction.pm:93]
>  [/opt/rt2/lib/RT/Ticket.pm:2775]
>  [/opt/rt2/lib/RT/Ticket.pm:1691]
>  [/opt/rt2/lib/RT/Interface/Web.pm:338]
>  [/opt/rt2/WebRT/html/Ticket/Display.html:139]
>
>
> Thanks for your help...
> And ready to test other things.
> -jec
>
>
>
> _______________________________________________
> 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
>

-- 
Jean-Eric Cuendet
Linkvest SA
Av des Baumettes 9, 1020 Renens Switzerland
Tel +41 21 632 9043  Fax +41 21 632 9090
E-mail: jean-eric.cuendet at linkvest.com
http://www.linkvest.com
--------------------------------------------------------





From pathar at dc.luth.se  Tue Dec 17 09:37:14 2002
From: pathar at dc.luth.se (Patrick Harlin)
Date: Tue, 17 Dec 2002 15:37:14 +0100
Subject: [rt-users] Status change 
In-Reply-To: Your message of "Mon, 09 Dec 2002 15:10:00 +0100."
             <Pine.LNX.4.44.0212091509280.13147-100000@x22.ripe.net> 
Message-ID: <200212171437.gBHEbE2d000108@samson.dc.luth.se>

Bruce,

Does this add the feature that a resolved ticket reopens when a comment is 
done by a staff member, or does it only open as soon as somebody have comment 
a new one ? Is it possible to use this in order to automatically open a ticket 
when a owner takes ownership of a new ticket ?

/Cheers,

Patrick Harlin, SysAdmin
Lule? University of Technology
Sweden


>> Is there a way to change the staus automatically to open once a staff
>> member replies to the new ticket?

>Yes,

>http://www.fsck.com/pub/rt/contrib/2.0/OpenTicket.README
>http://www.fsck.com/pub/rt/contrib/2.0/OpenTicket.tar.gz



From jesse at bestpractical.com  Tue Dec 17 09:38:31 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 17 Dec 2002 09:38:31 -0500
Subject: [rt-users] [rt-announce] RT 2.0 and Postgres 7.3
Message-ID: <20021217143831.GL28744@pallas.fsck.com>

At this time, RT 2.0.x is _not compatible_ with Postgres 7.3.

Postgres' developers have made several incompatible SQL sand server
changes, requiring a number of changes to RT's core.

At this time, it is strongly recommended that sites running RT on
Postgresql stick with v7.2

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


From jean-eric.cuendet at linkvest.com  Tue Dec 17 10:04:26 2002
From: jean-eric.cuendet at linkvest.com (Jean-Eric Cuendet)
Date: Tue, 17 Dec 2002 16:04:26 +0100
Subject: [rt-users] rt-mailgate + setuid
In-Reply-To: <20021217095925.A16493@rosies-dumplings.co.uk>
References: <3DFF3276.8070803@linkvest.com> <20021217095925.A16493@rosies-dumplings.co.uk>
Message-ID: <3DFF3CFA.6080106@linkvest.com>

>
>
>You might be able to get your MTA to run rt-mailgate as the right user
>for you, so that you won't have to have it setuid.  We user exim to do
>that, and I can supply the relevent bits of conf files our exim expert
>came up with if anyone's interested.
>
I use postfix.
Any idea how to do that.

The internal are:
- postfix runs as postfix user
- The user running rt-mailgate must be in the group rt so it can read 
config.pm
- Putting postfix in the ghroup rt is not IMHO not desirable. right?
- Then, only by setting rt-mailgate setgid RT let user postfix run the 
mailgate.

Any other solution?
Does someone put postfix in the rt group?
-jec




From bortzmeyer at nic.fr  Tue Dec 17 10:36:15 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Tue, 17 Dec 2002 16:36:15 +0100
Subject: [rt-users] LDAP auth: should I still create the users in RT even if I use WebExternalAuth?
Message-ID: <20021217153615.GA30742@nic.fr>

I defined $WebExternalAuth in config.pm and now RT no longer asks a
password, it relies on Apache to do so (Apache uses LDAP).

But, if I try to log in as an user which is in LDAP but not in RT, RT
yields:

Not logged in.

Error  
You are not an authorized user

Does it mean that I still have to create the users in RT (may be using
<URL:http://www.fsck.com/pub/rt/contrib/2.0/rtimportldap.tar> from
cron to automatize it)? Or will LookupExternalUserInfo help me?
(Reading its comments, I do not believe it.)

The section "Plugging in your own user metadata" in the Admin. manual
seems interesting but it is currently empty :-}


From jean-eric.cuendet at linkvest.com  Tue Dec 17 10:52:05 2002
From: jean-eric.cuendet at linkvest.com (Jean-Eric Cuendet)
Date: Tue, 17 Dec 2002 16:52:05 +0100
Subject: [rt-users] LDAP auth: should I still create the users in RT even
 if I    use WebExternalAuth?
In-Reply-To: <20021217153615.GA30742@nic.fr>
References: <20021217153615.GA30742@nic.fr>
Message-ID: <3DFF4825.6020203@linkvest.com>

>
>
>But, if I try to log in as an user which is in LDAP but not in RT, RT
>yields:
>
>Not logged in.
>
>Error  
>You are not an authorized user
>
I think the problem is that to be able to login, you must have the 
checkbox "Grant login to user"
That's available in the Config->Users panel of RT
To be able to check this box, the user must exists.
But when sending a mail, the user is autocreated, that means that 
perhaps the user is already created but not granted to login in RT web page.
-jec




From seph at commerceflow.com  Tue Dec 17 10:57:41 2002
From: seph at commerceflow.com (seph)
Date: Tue, 17 Dec 2002 07:57:41 -0800
Subject: [rt-users] LDAP auth: should I still create the users in RT
 even if I use WebExternalAuth?
In-Reply-To: <20021217153615.GA30742@nic.fr> (Stephane Bortzmeyer's message
 of "Tue, 17 Dec 2002 16:36:15 +0100")
References: <20021217153615.GA30742@nic.fr>
Message-ID: <w52bs3ktz7u.fsf@debian.directionless.org>

Stephane Bortzmeyer <bortzmeyer at nic.fr> writes:

> I defined $WebExternalAuth in config.pm and now RT no longer asks a
> password, it relies on Apache to do so (Apache uses LDAP).
>
> But, if I try to log in as an user which is in LDAP but not in RT, RT
> yields:
>
> Not logged in.
>
> Error  
> You are not an authorized user
>
> Does it mean that I still have to create the users in RT (may be using
> <URL:http://www.fsck.com/pub/rt/contrib/2.0/rtimportldap.tar> from
> cron to automatize it)? Or will LookupExternalUserInfo help me?
> (Reading its comments, I do not believe it.)

correct. you still need to create RT users. I have patches that will
autocreate users using a user-defined function in config.pm. In my
case it pulled the data from the presented web-cert, but is should be
trivial to change it to do what you want. search the mailing list
archives.

seph


From ssinyagin at yahoo.com  Tue Dec 17 11:45:04 2002
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Tue, 17 Dec 2002 08:45:04 -0800 (PST)
Subject: [rt-users] LDAP auth: should I still create the users in RT even if I use WebExternalAuth?
In-Reply-To: <w52bs3ktz7u.fsf@debian.directionless.org>
Message-ID: <20021217164504.84520.qmail@web13709.mail.yahoo.com>

--- seph <seph at commerceflow.com> wrote:
> Stephane Bortzmeyer <bortzmeyer at nic.fr> writes:
> 
> > I defined $WebExternalAuth in config.pm and now RT no longer asks a
> > password, it relies on Apache to do so (Apache uses LDAP).
> >
> > But, if I try to log in as an user which is in LDAP but not in RT, RT
> > yields:
> >
> > Not logged in.
> >
> > Error  
> > You are not an authorized user
> >
> > Does it mean that I still have to create the users in RT (may be using
> > <URL:http://www.fsck.com/pub/rt/contrib/2.0/rtimportldap.tar> from
> > cron to automatize it)? Or will LookupExternalUserInfo help me?
> > (Reading its comments, I do not believe it.)

rtimportldap will definetely help. That's why I created it :)

On Fri, 13 Dec 2002 09:20:53 -0800 , I've sent the updated version 
to this list, but Jesse didn't seem to have time for uploading it to contrib.

Regards, 
Stan




From JSatterfield at ciphergen.com  Tue Dec 17 12:05:49 2002
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Tue, 17 Dec 2002 09:05:49 -0800
Subject: [rt-users] Address book in RT?
Message-ID: <A033C4B4B90ABC4B92D2A73ED31156511304DE@EXCHANGER.ciphergen.com>

I'm not seeing anything blaringly obvious in the contribs for an address
book. My RT userbase has grown quite a bit and it's not just IT staff
managing tickets anymore. I've got non-technical users that are completely
lacking in the clue dept. These are the people that don't understand that
they must use the full internet email address when Ccing even internal
people. These are the people that somehow cannot manage to spell our company
name correctly. These are the people that insist on using a ; to sererate
email addresses.

Is there a way for me to provide an address book on the reply/comment page?
Something that could grab real name / email address from an LDAP would be
ultraspiffy.

James.


From tom at redpepperracing.com  Tue Dec 17 17:32:35 2002
From: tom at redpepperracing.com (Tom Lichti)
Date: Tue, 17 Dec 2002 17:32:35 -0500
Subject: [rt-users] Auto-logout problem with IE
Message-ID: <24301343.1040146355@[10.10.20.195]>

OS: 2000, XP
Browser: IE 5.5,6
Server: Redhat 8, Apache 1.3.27, mod_perl 1.27, rt 2.0.15, MySQL 3.23.53a, 
HTML:Mason 1.1.15, Perl 5.8.0

Problem: Using IE, a user can login successfully, but if they click on any 
link, it automatically logs them out and takes them to the login page. If 
you login again, it will take you to the page you requested previously. 
This works fine with the Phoenix browser (Mozilla branch), not sure of any 
others. I have played with the caching, cookie, etc. parameters under 
internet options, but it hasn't made a difference. It also seems to be 
related to how many users access the browser. For some people who are the 
only ones to use the terminal, it works ok (on my laptop, which was just 
installed with XP last week, and I am the only user, it does not work) and 
on systems that are shared, it never works.

Does anyone have any suggestions? Also, where is session data stored, in 
the cookie? I don't see any tables that could be holding it. Or is it a 
variable that is passed between pages? Or is it in the URL? At a quick 
glance, I don't see it in the URL.

Thanks in advance.
Tom Lichti



From jsmith at structbio.vanderbilt.edu  Tue Dec 17 18:26:49 2002
From: jsmith at structbio.vanderbilt.edu (Jarrod Smith)
Date: Tue, 17 Dec 2002 17:26:49 -0600 (CST)
Subject: [rt-users] SelfService/index.html and /Elements/Footer
Message-ID: <Pine.LNX.4.33.0212171646430.1244-100000@scylla>

I could use some help to figure something out.

We've got RT 2.0.15 and are using WebExternalAuth with Apache's "require
valid-user" mechanism for authentication.  Everything seems to work 
fine except for one small thing:

When a non-privileged user first hits $WebBaseURL (which is also
DocumentRoot at our site) and authenticates themselves to Apache,
/Elements/Footer does not get added to the end of the resulting page.  
The missing Footer causes all kinds of problems for some of the browsers
we have deployed here.

If instead the non-privileged user explicitly loads
$WebBaseURL/SelfService/index.html, all is well.  The diff of the previous
HTML source and this one verifies that the addition of /Elements/Footer is
the only change.

If I grant said user rights, this discrepancy goes away and it all works 
fine.

Looking in /WebRT/html/autohandler, I think these are the relevant lines, 
but to be honest I am not fluent in Mason so don't completely understand 
what this does:

if ( (defined $session{'CurrentUser'}) and
     ( $session{'CurrentUser'}->Id) ) {

    # If the user isn\'t privileged, they can only see SelfService
    if ((! $session{'CurrentUser'}->Privileged) and
        ($m->base_comp->path !~ '^/+SelfService/') ) {
        $m->comp('/SelfService/index.html');
        $m->abort();
    }
    else {
        $m->call_next;
    }
}

If the answer is not evident, it might help if someone could tell me what
autohandler does and how /Elements/Footer is NORMALLY added to
/SelfService/index.html (it isn't in there explicitly).  If I knew that, I
might be able to track this further.

I've spent a couple hours searching the archives and can't get a handle on
this.  I would really appreciate some advice.

Sincerely,

Jarrod Smith



From carl at xena.IPAustralia.gov.au  Tue Dec 17 18:45:43 2002
From: carl at xena.IPAustralia.gov.au (Carl Makin)
Date: 18 Dec 2002 10:45:43 +1100
Subject: [rt-users] LDAP auth: should I still create the users in RT
	even if I use WebExternalAuth?
In-Reply-To: <20021217164504.84520.qmail@web13709.mail.yahoo.com>
References: <20021217164504.84520.qmail@web13709.mail.yahoo.com>
Message-ID: <1040168742.81901.48.camel@newton.aipo.gov.au>

On Wed, 2002-12-18 at 03:45, Stanislav Sinyagin wrote:
> --- seph <seph at commerceflow.com> wrote:
> > Stephane Bortzmeyer <bortzmeyer at nic.fr> writes:

> > > Does it mean that I still have to create the users in RT (may be using
> > > <URL:http://www.fsck.com/pub/rt/contrib/2.0/rtimportldap.tar> from
> > > cron to automatize it)? Or will LookupExternalUserInfo help me?
> > > (Reading its comments, I do not believe it.)
> 
> rtimportldap will definetely help. That's why I created it :)

Here is what I'm playing with at the moment.  I use
Apache::AuthenNetLDAP in Apache to authenticate against our LDAP server.

Here is what I'm using in Apache's httpd.conf.


--------------- Cut Here -----------------------------------

Alias /rt2 /usr/local/rt2/WebRT/html
PerlRequire /usr/local/rt2/bin/webmux.pl                
<Location /rt2>                         
  SetHandler perl-script
  PerlHandler RT::Mason

  AuthName "Request Tracker"
  AuthType Basic

  PerlSetVar BaseDN "ou=people,dc=ipaustralia,dc=gov,dc=au"
  PerlSetVar LDAPServer our.directory.server.gov.au
  PerlSetVar LDAPPort 389
  PerlSetVar UIDAttr uid

  require valid-user

  PerlAuthenHandler Apache::AuthNetLDAP

</Location>


--------------- Cut Here -----------------------------------

and here is the LookupExternalUserInfo() subroutine that maps inbound
email to valid userids.

Below that is the WebExternalAutoInfo() subroutine that automatically
creates new users based on their LDAP attributes.  The bad side effect
of this is that requestors no longer get the simple page.  I'm still
considering if that is what I want.

Thanks to the authors of the code that I hacked around to get the
following bits.

One thing that is missing is managing group memberships via LDAP
groups.  It's not critical to what I'm doing here, but probably worth
looking at in the new year.

--------------- Cut Here -----------------------------------

  use Net::LDAP;
  use Net::LDAP::Constant qw(LDAP_SUCCESS);

  use constant LDAP       => q(your.ldap.server);
  use constant LDAP_PORT  => q(389);
  use constant LDAP_BASE  => q(your=ldap.base);
  use constant LDAP_UID   => q(uid);
  use constant LDAP_EMAIL => q(mail);
  use constant LDAP_CN    => q(cn);


sub LookupExternalUserInfo {
  my ($EmailAddress, $RealName) = @_;

  my $FoundInExternalDatabase = 0;
  my %params;

  #Name is the RT username you want to use for this user.
  $params{'Name'} = $EmailAddress;
  $params{'EmailAddress'} = $EmailAddress;
  $params{'RealName'} = $RealName;

  $RT::Logger->debug("LookupExternalUserInfo: Entered with:\n",
		     "\tName         = $params{'Name'}\n",
		     "\tEmailAddress = $params{'EmailAddress'}\n",
		     "\tRealName     = $params{'RealName'}\n",
		     "\tFound        = $FoundInExternalDatabase\n");

  $params{'RealName'} =~ s/\"//g;


  my $ldap = new Net::LDAP(LDAP, port => LDAP_PORT)
    or $RT::Logger->critical("LookupExternalUserInfo: Cannot connect to
",
			     "LDAP'\n"),
      return ($FoundInExternalDatabase, %params);

  my $mesg = $ldap->bind();
  if ($mesg->code != LDAP_SUCCESS) {
    $RT::Logger->critical("LookupExternalUserInfo: Cannot bind
anonymously ",
			  "to LDAP:", $mesg->code, "\n");
    return ($FoundInExternalDatabase, %params);
  }

  my $filter = "@{[ LDAP_EMAIL ]}=$params{'EmailAddress'}";
  $RT::Logger->debug("LookupExternalUserInfo: First search filter ",
		     "'$filter'\n");
  $mesg = $ldap->search(base   => LDAP_BASE,
                        filter => $filter,
                        attrs  => [ LDAP_EMAIL, LDAP_CN, LDAP_UID ]);
  if ($mesg->code != LDAP_SUCCESS)  {
    $RT::Logger->critical("LookupExternalUserInfo: Could not search for
",
			  "$filter: ", $mesg->code, "\n");
    return ($FoundInExternalDatabase, %params);
  }

  $RT::Logger->debug("LookupExternalUserInfo: First search produced ",
		     $mesg->count, " results\n");

  # E-mail search failed
  unless ($mesg->count == 1) {
    $filter = "@{[ LDAP_CN ]}=$params{'RealName'}";


    $RT::Logger->debug("LookupExternalUserInfo: Second search filter ",
		       "'$filter'\n");
    $mesg = $ldap->search(base   => LDAP_BASE,
                          filter => $filter,
			  attrs  => [ LDAP_EMAIL, LDAP_CN, LDAP_UID ]);
    if ($mesg->code != LDAP_SUCCESS)  {
      $RT::Logger->critical("LookupExternalUserInfo: Could not search
for ",
			    "$filter: ", $mesg->code, "\n");
      return ($FoundInExternalDatabase, %params);
    }
  }

  $RT::Logger->debug("LookupExternalUserInfo: Second search produced ",
		     $mesg->count, " results with filter $filter\n");

  # One of the two searches succeeded with just one match
  if ($mesg->count == 1) {
    $params{'Name'} = ($mesg->first_entry->get_value(LDAP_UID))[0];
    $params{'EmailAddress'} =
($mesg->first_entry->get_value(LDAP_EMAIL))[0];
    $params{'RealName'} = ($mesg->first_entry->get_value(LDAP_CN))[0];
    ++$FoundInExternalDatabase;
  }

  $mesg = $ldap->unbind();
  if ($mesg->code != LDAP_SUCCESS) {
    $RT::Logger->critical("LookupExternalUserInfo: Could not unbind from
",
			  "LDAP: ", $mesg->code, "\n");
  }
  undef $ldap;
  undef $mesg;

  $RT::Logger->debug("LookupExternalUserInfo: Leaving LDAP examination
",
		     "with:\n",
		     "\tName         = $params{'Name'}\n",
		     "\tEmailAddress = $params{'EmailAddress'}\n",
		     "\tRealName     = $params{'RealName'}\n",
		     "\tFound        = $FoundInExternalDatabase\n");

  return ($FoundInExternalDatabase, %params) if
$FoundInExternalDatabase;

  use Fcntl;
  use NDBM_File;

  use constant LocalUserFile => '/usr/local/rt2/local/localusers';
  use constant LockFile      => '/tmp/rt2-localusers.lock';

  # Lock the database
  my $timeout = 20 + time;
  while (-e LockFile && time < $timeout) {
    sleep(1);
  }
  open(LOCK, ">@{[ LockFile ]}") or
    die "Can't create ", LockFile, " file: $!\n";

  tie(my %users, 'NDBM_File', LocalUserFile, O_RDONLY, 0444);
  my ($tempaddress, $tempname) =
    ($users{$params{'EmailAddress'}} =~ /^([^\"]+)(.*)/);
  untie(%users);

  # Unlock the database
  close(LOCK);
  unlink(@{[ LockFile ]});

  if ($tempaddress) {
    ($params{'EmailAddress'}, $params{'RealName'}) = 
      ($tempaddress, $tempname);
#    $params{'Name'} = $params{'EmailAddress'};
    ++$FoundInExternalDatabase;
  }

  $RT::Logger->debug("LookupExternalUserInfo: Leaving local file ",
		     "examination with:\n",
		     "\tName         = $params{'Name'}\n",
		     "\tEmailAddress = $params{'EmailAddress'}\n",
		     "\tRealName     = $params{'RealName'}\n",
		     "\tFound        = $FoundInExternalDatabase\n");

  return ($FoundInExternalDatabase, %params);
}


# define this if you want to auto create web users
$WebExternalAuto = 1;

# if you're auto creating users, they get their info from this function
# it should be returning an array with various User attributes.
sub WebExternalAutoInfo {
    
    my %info;
    
  my $username = $ENV{'REMOTE_USER'};
  $info{'Name'} = $username; 
  print "username -> $username\n";
  

  my $ldap = new Net::LDAP(LDAP, port => LDAP_PORT)
    or $RT::Logger->critical("LookupExternalUserInfo: Cannot connect to
",
			     "LDAP'\n"),
      return (%info);

  my $mesg = $ldap->bind();
  if ($mesg->code != LDAP_SUCCESS) {
    $RT::Logger->critical("LookupExternalUserInfo: Cannot bind
anonymously ",
			  "to LDAP:", $mesg->code, "\n");
    return(%info);
  }

  my $filter = "(uid=" . $username . ")";
  $RT::Logger->debug("LookupExternalUserInfo: First search filter ",
		     "'$filter'\n");
  $mesg = $ldap->search(base   => LDAP_BASE,
                        filter => $filter,
                        attrs  => [ LDAP_EMAIL, LDAP_CN, LDAP_UID,
"mobile", "departmentNumber", "extensionNumber", "givenName" ]);
  if ($mesg->code != LDAP_SUCCESS)  {
    $RT::Logger->critical("LookupExternalUserInfo: Could not search for
",
			  "$filter: ", $mesg->code, "\n");
    return (%info);
  }
  
  
  $info{'EmailAddress'} =
($mesg->first_entry->get_value(LDAP_EMAIL))[0];
  $info{'RealName'} = ($mesg->first_entry->get_value(LDAP_CN))[0];
  $info{'MobilePhone'} = ($mesg->first_entry->get_value('mobile'))[0];
  $info{'WorkPhone'} =
($mesg->first_entry->get_value('extensionNumber'))[0];
  $info{'Organization'} =
($mesg->first_entry->get_value('departmentNumber'))[0];
  $info{'NickName'} = ($mesg->first_entry->get_value('givenName'))[0];

  $mesg = $ldap->unbind();
  if ($mesg->code != LDAP_SUCCESS) {
    $RT::Logger->critical("LookupExternalUserInfo: Could not unbind from
",
			  "LDAP: ", $mesg->code, "\n");
  }
   
    $info{'Privileged'} = 1;
    # and return the wad of stuff
    return {%info};
}

--------------- Cut Here -----------------------------------

Enjoy!


Carl.



From jkikpole at cairodurham.org  Tue Dec 17 21:57:32 2002
From: jkikpole at cairodurham.org (Jaime Kikpole)
Date: Tue, 17 Dec 2002 21:57:32 -0500 (EST)
Subject: [rt-users] Trying to expand WebRT
Message-ID: <20021217215530.X48602-100000@zeus>

	I'm trying to write several small custom web front-ends to RT.  I
picked up a book on Mason and read as much as I could in the last day or
so.  So I tried to test my new knowledge (I tried to write a simple
script) and hit a problem.  I'm hoping that someone here can show me what
I'm over-looking.

Code in /path/to/rt/local/WebRT/html/NoAuth/test7.html:

<& /Elements/Header &>
Ticket: <% $ticket->Id %>
<BR>
Owner: <% $ticket->OwnerObj->RealName %>
<BR>
%#Subject: <% $ticket->Subject %>
<BR>
%#Status: <% $ticket->Status %>
<%ARGS>
$id => undef
</%ARGS>
<%INIT>
#my $user = new RT::CurrentUser('guest');
my $ticket = new RT::Ticket('guest');
$ticket->Load($id);
</%INIT>

	This more or less works.  The Header file is included just to show
me who is "logged in" on the page.  Then I uncomment the line that
displays the subject.  (i.e. "%#Subject: <% $ticket->Subject %>" has the
leading "%#" removed)  This causes the following error message:

Mason error
error in file:   /usr/local/rt-2-0-6/lib/RT/Ticket.pm
                 line 2836: Can't locate object method "UserObj" via package "guest"

context:         ...
                 2832: sub CurrentUserHasRight {
                 2833: my $self = shift;
                 2834: my $right = shift;
                 2835:
                 2836: return ($self->HasRight( Principal=> $self->CurrentUser->UserObj(),
                 2837: Right => "$right"));
                 2838:
                 2839: }
                 2840:
                 ...
component stack: /NoAuth/test7.html [local]
                 /autohandler [standard]
code stack:      /usr/local/rt-2-0-6/lib/RT/Ticket.pm:2786
                 /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder/Record.pm:405
                 /usr/local/rt-2-0-6/WebRT/data/obj/STANDARD/autohandler:18
raw_error


	I'm kind of new to OOP, so I'm probably missing something obvious.
Can anyone explain what I did wrong?

							Thanks in advance,
							Jaime

--
Network Administrator
Cairo-Durham Central School District



From vance at csh.rit.edu  Tue Dec 17 23:08:42 2002
From: vance at csh.rit.edu (Vance Wheelock)
Date: Tue, 17 Dec 2002 23:08:42 -0500
Subject: [rt-users] Problems connecting to remote MySql DB
Message-ID: <00a501c2a64b$2760f9a0$0200a8c0@vancesr>

My problem is that I'm installing RT on our mail machine. make testdeps
"finds" everything
If I can get by the database part of the install I think everything will
fall in place. What is the easiest way to create the database outside of the
install scripts and how does one easily skip the db part of the install?
Is there any pointers as to what I need in the Makefile in order to have it
correctly connect to a remote database?

The output of 'make install' follows:

[root at mail rt-2-0-15]# make install
mkdir -p //usr/local/rt2/bin
mkdir -p //usr/local/rt2/WebRT/data
mkdir -p //usr/local/rt2/WebRT/sessiondata
mkdir -p //usr/local/rt2/etc
mkdir -p //usr/local/rt2/lib
mkdir -p //usr/local/rt2/WebRT/html
mkdir -p //usr/local/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/usr/local/' 'xxx.xxx.com' '' 'dba'
'rt2' create
Now creating a database for RT.
Enter the mysql password for dba:
Creating mysql database rt2.
cp etc/acl.mysql '//usr/local/rt2/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                        s'!!DB_HOST!!'"xxx.xxx.com"'g;\
                        s'!!DB_RT_PASS!!'"rt_pass"'g;\
                        s'!!DB_RT_HOST!!'"xxx.xxx.com"'g;\
                        s'!!DB_RT_USER!!'"rt_user at xxx.xxx.com"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;"
//usr/local/rt2/etc/acl.mysql
bin/initacls.mysql '/usr/local/' 'xxx.xxx.com' '' 'dba' 'dba_passwd' 'rt2'
'//usr/local/rt2/etc/acl.mysql'
Enter the mysql administrator's database password to create a new user for
RT
ERROR 1064 at line 4: You have an error in your SQL syntax near
'@xxx.xxx.com IDENTIFIED BY 'rt_pass'' at line 1
Enter the mysql administrator's database password to nondestructively reload
the database
/usr/bin/perl   tools/initdb 'mysql' '/usr/local/' 'xxx.xxx.com' ''
'rt_user at xxx.xxx.com' 'rt2' insert
Now populating database schema.
Enter the mysql password for rt_user at xxx.xxx.com:
Creating database schema.
DBI->connect(dbname=rt2;host=xxx.xxx.com) failed: Access denied for user:
'rt_user at xxx.xxx.com' (Using password: YES) at tools/initdb line 144
Access denied for user: 'rt_user at xxx.xxx.com' (Using password: YES) at
tools/initdb
line 144, <STDIN> line 1.
make: *** [initdb.rtuser] Error 255



From pdh at snapgear.com  Tue Dec 17 23:14:57 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 18 Dec 2002 14:14:57 +1000
Subject: [rt-users] Problems connecting to remote MySql DB
In-Reply-To: <00a501c2a64b$2760f9a0$0200a8c0@vancesr>
References: <00a501c2a64b$2760f9a0$0200a8c0@vancesr>
Message-ID: <20021218041457.GM471@luggage.internal.moreton.com.au>

Vance Wheelock wrote:
> Enter the mysql administrator's database password to create a new user for
> RT
> ERROR 1064 at line 4: You have an error in your SQL syntax near
> '@xxx.xxx.com IDENTIFIED BY 'rt_pass'' at line 1

your DB_RT_USER (in Makefile) has whitespace after it. Delete that 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 a.c.li at ieee.org  Wed Dec 18 02:35:52 2002
From: a.c.li at ieee.org (Ambrose Li)
Date: Wed, 18 Dec 2002 02:35:52 -0500
Subject: [rt-users] user authentication not working with fcgi?
Message-ID: <20021218023552.A14525@ada.dhs.org>

Hi,

has anyone tried to set up RT 2.0.15 in a non-Apache FastCGI
environment? I got it running, but it seems that RT only
creates one session.

After I logged in from the local network, I tried to access
it off-site. To my surprise, the browser which is running
off-site shows that I am logged in. If I log off there, my
session on the local network is also logged off.

Obviously, this is a problem, since any unknown user in the
world has the same rights as any privileged user who happens
to be logged on somewhere at that time.

No cookie seems to have been created at any time.

Has anyone seen this before?

-- 
Ambrose Li  <a.c.li at ieee.org>
http://ada.dhs.org/~acli/cmcc/  http://www.cccgt.org/

DRM is theft - We are the stakeholders


From anno at opossum.htu.tuwien.ac.at  Wed Dec 18 03:35:18 2002
From: anno at opossum.htu.tuwien.ac.at (Alexander Hubmann)
Date: Wed, 18 Dec 2002 09:35:18 +0100 (CET)
Subject: [rt-users] Problems with newer Perl release
In-Reply-To: <1040064359.8751.535.camel@desktop>
Message-ID: <Pine.LNX.4.10.10212180932160.7287-100000@opossum.htu.tuwien.ac.at>

All,

thanx for the help, after trying a while I reverted to an older
distribution and RT is running nice now.

Nevertheless I will do a test with my first setup and see if I can
reproduce the error.

AH.

------------------------------------------------------------
Murphy was an optimist.





From lists at masonc.com  Wed Dec 18 05:25:28 2002
From: lists at masonc.com (Chris Mason)
Date: Wed, 18 Dec 2002 06:25:28 -0400
Subject: [rt-users] Query by age
Message-ID: <000001c2a67f$c935d140$7300a8c0@poseiden>

Is there a way to use relative times in a search, i.e., "Last Updated
before 13 hours ago"

I know this doesn't work, I tried it, but it would be useful to be able
to bookmark a query that showed all tickets that were stale. 

Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From jean-eric.cuendet at linkvest.com  Wed Dec 18 06:04:52 2002
From: jean-eric.cuendet at linkvest.com (Jean-Eric Cuendet)
Date: Wed, 18 Dec 2002 12:04:52 +0100
Subject: [rt-users] Error when sending mail from Web
In-Reply-To: <3DFF32F7.2090301@linkvest.com>
References: <3DF9B92A.1070000@linkvest.com> <20021213201312.GH28744@pallas.fsck.com> <3DFD9344.8090905@linkvest.com> <20021216163519.GD28744@pallas.fsck.com> <3DFF0922.8070505@linkvest.com> <3DFF32F7.2090301@linkvest.com>
Message-ID: <3E005654.5080102@linkvest.com>

I dropped PostgreSQL 7.3 and installed 7.2
All is fine now.
BTW, do you plan to add 7.3 support or is it a low priority task?
Thanks for your help.
-jec


Jean-Eric Cuendet wrote:

>
> Another thing worst noting, is that when doing Reply to ticket, then 
> if I just change the status  from open->resolved, it works, no error.
> But if I put a comment before Submitting, then I have the error 
> mentionned below.
> -jec
>
> Jean-Eric Cuendet wrote:
>
>> So, I have the error even with that.
>> Some infos:
>> - I have Pg 7.3 . Is it the problem? Should I go back to 7.2?
>> - I put again SearchBuilder 0.73
>> - I changed in /opt/rt2/lib/RT/Ticket.pm line 188:
>>  InitialPriority => undef,
>>  FinalPriority => undef,
>> to
>>  InitialPriority => "0",
>>  FinalPriority => "0",
>> OK?
>> - Restarted Apache
>> - Then I have the following stack:
>>
>> Can't bind a reference (Class::ReturnValue=HASH(0x8cecf50)) at 
>> /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 
>> 376,  line 197.
>>
>> Stack:
>>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:376]
>>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:837]
>>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:761]
>>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm:106]
>>  [/opt/rt2/lib/RT/Record.pm:140]
>>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:782]
>>  [/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:708]
>>  [/opt/rt2/lib/RT/Transaction.pm:93]
>>  [/opt/rt2/lib/RT/Ticket.pm:2775]
>>  [/opt/rt2/lib/RT/Ticket.pm:1691]
>>  [/opt/rt2/lib/RT/Interface/Web.pm:338]
>>  [/opt/rt2/WebRT/html/Ticket/Display.html:139]
>>
>>
>> Thanks for your help...
>> And ready to test other things.
>> -jec
>>
>>
>>
>> _______________________________________________
>> 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
>>
>

-- 
Jean-Eric Cuendet
Linkvest SA
Av des Baumettes 9, 1020 Renens Switzerland
Tel +41 21 632 9043  Fax +41 21 632 9090
E-mail: jean-eric.cuendet at linkvest.com
http://www.linkvest.com
--------------------------------------------------------





From ssinyagin at yahoo.com  Wed Dec 18 06:59:07 2002
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Wed, 18 Dec 2002 03:59:07 -0800 (PST)
Subject: [rt-users] LDAP auth: should I still create the users in RT even if I use WebExternalAuth?
In-Reply-To: <1040168742.81901.48.camel@newton.aipo.gov.au>
Message-ID: <20021218115907.22039.qmail@web13709.mail.yahoo.com>

--- Carl Makin <carl at xena.IPAustralia.gov.au> wrote:
> Here is what I'm playing with at the moment.  I use
> Apache::AuthenNetLDAP in Apache to authenticate against our LDAP server.


>   my $filter = "(uid=" . $username . ")";
>   $RT::Logger->debug("LookupExternalUserInfo: First search filter ",
> 		     "'$filter'\n");
>   $mesg = $ldap->search(base   => LDAP_BASE,
>                         filter => $filter,
>                         attrs  => [ LDAP_EMAIL, LDAP_CN, LDAP_UID,
> "mobile", "departmentNumber", "extensionNumber", "givenName" ]);

Two things missing here: 

In your filter, you hardcoded "uid" attribute. This will not work 
in some setups, like MS Active Directory. Because it uses 
"sAMAccountName" for that purpose.

Again, you hardcoded mapping 'extensionNumber' and "departmentNumber", and 
this will work in some specific setups only. 

Thus, I still prefer my own script :)

Stan




From mbartsch at netglobalis.net  Wed Dec 18 07:07:37 2002
From: mbartsch at netglobalis.net (Marcelo Bartsch)
Date: 18 Dec 2002 09:07:37 -0300
Subject: [rt-users] LDAP auth: should I still create the users in RT
	even if I use WebExternalAuth?
In-Reply-To: <20021217153615.GA30742@nic.fr>
References: <20021217153615.GA30742@nic.fr>
Message-ID: <1040213256.17732.339.camel@R2D2.NETGLOBALIS.CL>

On Tue, 2002-12-17 at 12:36, Stephane Bortzmeyer wrote:
a few days ago i submit a patch to this list wich allows to authenticate
directly from ldap, but user information is obtained or imported to rt
using rtimportldap. if  you wish i can resend you the patch, with
modifies User.pm.

Regards
> I defined $WebExternalAuth in config.pm and now RT no longer asks a
> password, it relies on Apache to do so (Apache uses LDAP).
> 
> But, if I try to log in as an user which is in LDAP but not in RT, RT
> yields:
> 
> Not logged in.
> 
> Error  
> You are not an authorized user
> 
> Does it mean that I still have to create the users in RT (may be using
> <URL:http://www.fsck.com/pub/rt/contrib/2.0/rtimportldap.tar> from
> cron to automatize it)? Or will LookupExternalUserInfo help me?
> (Reading its comments, I do not believe it.)
> 
> The section "Plugging in your own user metadata" in the Admin. manual
> seems interesting but it is currently empty :-}
> _______________________________________________
> 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
-- 
   Marcelo Bartsch
mbartsch at netglobalis.net
  www.netglobalis.net

PGP Fingerprint : 
877E 3A56 F523 B44A 3260  8F83 8916 E158 6100 F721



From lynoure at otaverkko.fi  Wed Dec 18 07:14:52 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 18 Dec 2002 14:14:52 +0200
Subject: [rt-users] Reassigning tickets
Message-ID: <1040213692.6071.4.camel@isis>

Is there a way to reassign a ticket without stealing it to oneself
first? Sometimes when somebody in the team is suddenly busy, there is
need to give some of their un-opened tickets to somebody else. We use 
on OwnerChange to notify old owner about who the new owner is and if the
reassigner takes the ticket before giving it to the real new owner, the
old owner gets 'wrong' information.

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From lynoure at otaverkko.fi  Wed Dec 18 07:45:42 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 18 Dec 2002 14:45:42 +0200
Subject: [rt-users] Reassigning tickets
In-Reply-To: <000001c2a691$6aea3d80$7300a8c0@poseiden>
References: <000001c2a691$6aea3d80$7300a8c0@poseiden>
Message-ID: <1040215542.797.1.camel@isis>

On Wed, 2002-12-18 at 14:31, Chris Mason wrote:
> Root can change the owner, I believe.

Yes, but not without taking the ticket. When trying to change ticket
owner from person A to person B, even root gets

    * You can only reassign tickets that you own or that are unowned


-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From kent at unit.liu.se  Wed Dec 18 08:37:21 2002
From: kent at unit.liu.se (Kent =?iso-8859-1?q?Engstr=F6m?=)
Date: 18 Dec 2002 14:37:21 +0100
Subject: [rt-users] Reassigning tickets
In-Reply-To: Lynoure =?iso-8859-1?q?Rajam=E4ki's?= message of "18 Dec 2002 14:14:52 +0200"
References: <1040213692.6071.4.camel@isis>
Message-ID: <m3wum75tym.fsf@ceres.unit.liu.se>

Lynoure Rajam?ki <lynoure at otaverkko.fi> writes:
> Is there a way to reassign a ticket without stealing it to oneself
> first? Sometimes when somebody in the team is suddenly busy, there is
> need to give some of their un-opened tickets to somebody else. We use 
> on OwnerChange to notify old owner about who the new owner is and if the
> reassigner takes the ticket before giving it to the real new owner, the
> old owner gets 'wrong' information.

You should be able to do this using the bulk update feature ("Update
all these tickets at once"). Use the "Make Owner" select list, and
make sure that the "Force Change" checkbox is checked.

Regards,
-- 
Kent Engstr?m,		Link?ping University Incident Response Team
kent at unit.liu.se  	abuse at liu.se
+46 13 28 1744		http://www.unit.liu.se/irt/

UNIT, Link?ping University; SE-581 83  LINK?PING; SWEDEN


From khera at kcilink.com  Wed Dec 18 09:36:24 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 18 Dec 2002 09:36:24 -0500
Subject: [rt-users] user authentication not working with fcgi?
In-Reply-To: <20021218023552.A14525@ada.dhs.org>
References: <20021218023552.A14525@ada.dhs.org>
Message-ID: <15872.34792.89816.818631@onceler.kciLink.com>

>>>>> "AL" == Ambrose Li <a.c.li at ieee.org> writes:

AL> After I logged in from the local network, I tried to access
AL> it off-site. To my surprise, the browser which is running
AL> off-site shows that I am logged in. If I log off there, my

My guess would be that whatever code generates the session key (ie,
the cookie value) has become predictable and constant.  I don't know
what that computation is, but it should include several elements such
as the PID, time, and a PRNG value to be safe against guessing.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 seph at commerceflow.com  Wed Dec 18 10:28:27 2002
From: seph at commerceflow.com (seph)
Date: Wed, 18 Dec 2002 07:28:27 -0800
Subject: [rt-users] SelfService/index.html and /Elements/Footer
In-Reply-To: <Pine.LNX.4.33.0212171646430.1244-100000@scylla> (Jarrod
 Smith's message of "Tue, 17 Dec 2002 17:26:49 -0600 (CST)")
References: <Pine.LNX.4.33.0212171646430.1244-100000@scylla>
Message-ID: <w5265trtkh0.fsf@debian.directionless.org>

> I could use some help to figure something out.
>
> We've got RT 2.0.15 and are using WebExternalAuth with Apache's "require
> valid-user" mechanism for authentication.  Everything seems to work 
> fine except for one small thing:
>
> When a non-privileged user first hits $WebBaseURL (which is also
> DocumentRoot at our site) and authenticates themselves to Apache,
> /Elements/Footer does not get added to the end of the resulting page.  
> The missing Footer causes all kinds of problems for some of the browsers
> we have deployed here.

what's your apache config look like?

seph


From jsmith at structbio.vanderbilt.edu  Wed Dec 18 10:54:54 2002
From: jsmith at structbio.vanderbilt.edu (Jarrod Smith)
Date: Wed, 18 Dec 2002 09:54:54 -0600 (CST)
Subject: [rt-users] SelfService/index.html and /Elements/Footer
In-Reply-To: <w5265trtkh0.fsf@debian.directionless.org>
Message-ID: <Pine.LNX.4.33.0212180949270.3370-100000@scylla>

On Wed, 18 Dec 2002, seph wrote:

> what's your apache config look like?

I'm on RedHat 7.2, running Apache 1.3.22

Here are the relevant lines from httpd.conf:

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

ServerName support.structbio.vanderbilt.edu

#
# DocumentRoot: The directory out of which you will serve your
# documents. By default, all requests are taken from this directory, but
# symbolic links and aliases may be used to point to other locations.
#
DocumentRoot "/usr/local/rt2/WebRT/html"

# RT stuff here
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location />
  AllowOverride AuthConfig Limit
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>

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

And .htaccess in /usr/local/rt2/WebRT/html:

AuthUserFile /etc/httpd/htpasswd
AuthType Basic
AuthName "Structural Biology Computing Support"
require valid-user






From baumann at zib.de  Wed Dec 18 11:06:06 2002
From: baumann at zib.de (Wolfgang W. Baumann)
Date: Wed, 18 Dec 2002 17:06:06 +0100
Subject: [rt-users] Re: Resolved Autoresponse with Resolution ???
In-Reply-To: <20021211165952.B798A11116@pallas.eruditorum.org>
References: <20021211165952.B798A11116@pallas.eruditorum.org>
Message-ID: <20021218160606.GH46834@avery.zib.de>

jshoberg at attbi.com <jshoberg at attbi.com> (2002-Dec-11 16:59) wrote:
> 
> When a ticket is moved to resolved it sends an autorespond to the
> requestor.  Is there any way to include notes form the resultion?  I
> see in the other templated how to grab 'dynamic data elements' but
> nothing in the docs points to writing templates like this.

"me too"!

so far I haven't managed to get a working template for this, despite
the massive hints from
        Message-ID: <Pine.LNX.4.44.0207252150380.865-100000 at x22.ripe.net>
        Date: Thu, 25 Jul 2002 22:13:32 +0200 (CEST)
in the archive.

Have A Nice Day,
Wolfgang
-- 
Wolfgang W. Baumann      baumann at zib.de        CFD Consultant @ ZIB & HLRN


From Millard.Matt at principal.com  Wed Dec 18 11:24:13 2002
From: Millard.Matt at principal.com (Millard, Matt)
Date: Wed, 18 Dec 2002 10:24:13 -0600
Subject: [rt-users] RT2 and RedHat Upgrade problems
Message-ID: <6201DF063335254BA0D6AA7053D1011711F68A@pfgdsmmbx006.principalusa.corp.principal.com>

I had been running RT2 2.0.15 on Redhat 7.2.  I've upgrade the box to Redhat 7.3, 
and now I'm getting Connection refused errors from RT.  Here are what I'm getting in 
the Apache error log:
[Wed Dec 18 10:11:45 2002] [error] Connect Failed could not connect to server: 
Connection refused at /opt/rt2/lib/RT.pm line 27
DBI->connect(dbname=rt2;host=localhost) failed: could not connect to server: 
Connection refused at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm 
line 117
[Wed Dec 18 10:11:45 2002] [error] Connect Failed could not connect to server: 
Connection refused at /opt/rt2/lib/RT.pm line 27

I've done a testdeps -fix and everything came back OK.  I can log in with the 
rtuser/rtpassword combo using psql.  Any ideas on where to start?

Relevant info:
Redhat 7.3 (2.4.18-18.7.xsmp kernel)
Postgres 7.2.1
RT 2.0.15
Perl 5.6.1

Matt Millard


From bruce_campbell at ripe.net  Wed Dec 18 11:41:25 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 18 Dec 2002 17:41:25 +0100 (CET)
Subject: [rt-users] Re: Resolved Autoresponse with Resolution ???
In-Reply-To: <20021218160606.GH46834@avery.zib.de>
Message-ID: <Pine.LNX.4.44.0212181737510.14182-100000@x22.ripe.net>

On Wed, 18 Dec 2002, Wolfgang W. Baumann wrote:

> jshoberg at attbi.com <jshoberg at attbi.com> (2002-Dec-11 16:59) wrote:
> >
> > When a ticket is moved to resolved it sends an autorespond to the
> > requestor.  Is there any way to include notes form the resultion?  I
> > see in the other templated how to grab 'dynamic data elements' but
> > nothing in the docs points to writing templates like this.
>
> "me too"!
>
> so far I haven't managed to get a working template for this, despite
> the massive hints from
>         Message-ID: <Pine.LNX.4.44.0207252150380.865-100000 at x22.ripe.net>
>         Date: Thu, 25 Jul 2002 22:13:32 +0200 (CEST)
> in the archive.

The above one was an untested quickie.  Odhiambo hassled me to get a
working verion, available in:

	Date: Wed, 13 Nov 2002 18:38:37 +0100 (CET)
	Message-ID: <Pine.LNX.4.44.0211131828010.23937-100000 at x22.ripe.net>

( which is incidentally
  http://lists.fsck.com/pipermail/rt-users/2002-November/010787.html )

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





From dupuy at sysd.com  Wed Dec 18 12:03:14 2002
From: dupuy at sysd.com (Alexander Dupuy)
Date: Wed, 18 Dec 2002 12:03:14 -0500
Subject: [rt-users] Reassigning tickets
References: <20021218121502.1002.52946.Mailman@pallas.eruditorum.org>
Message-ID: <3E00AA52.1010502@sysd.com>

>>Is there a way to reassign a ticket without stealing it to oneself
>>first? Sometimes when somebody in the team is suddenly busy, there is
>>need to give some of their un-opened tickets to somebody else. We use 
>>on OwnerChange to notify old owner about who the new owner is and if the
>>reassigner takes the ticket before giving it to the real new owner, the
>>old owner gets 'wrong' information.

On the Bulk ticket update page (accessible from the "Update all these 
tickets at once" link on the search results page) you can check a box to 
"Force Change" on "Make Owner" updates.

@alex
-- 
mailto:dupuy at sysd.com



From omehegan at perseus.com  Wed Dec 18 12:41:12 2002
From: omehegan at perseus.com (Owen B. Mehegan)
Date: 18 Dec 2002 12:41:12 -0500
Subject: [rt-users] RT2 installation woes
Message-ID: <1040233273.31086.5.camel@odysseus>

It's that time again; time for me to hurl myself bodily at the (for me)
hell that is installing RT. I don't know why I'm having so many issues
with this; it seems that most of the posters here are asking about
problems they have after setup, not just getting the package installed.
I have been dutifully following the installation instructions on
http://www.fsck.com/rtfm

MySQL is running. I've set a root password for it, "kermit" for testing
purposes. I can do mysqladmin -p status and it will prompt me for a
password and then show the status of the running daemon. RT's
dependencies are all satisfied according to make testdeps. Now I run
make install.

The first thing I notice is then when it gets here:

Writing /usr/local/lib/perl/5.6.1/auto/RT/.packlist
Appending installation info to /usr/local/lib/perl/5.6.1/perllocal.pod
make[1]: Leaving directory `/usr/local/src/rt-2-0-15/lib'

the install seems to pause. Trial and error has taught me that at this
point the install script is asking for the mysql root password. Anyone
know why I can't see this prompt? Once I enter the password and hit
enter, the Makefile seems to complete. "Creating mysql database rt2" it
says, then stops. Am I correct in assuming that it is now finished?

I go on to customize the config.pm file. Then I add the following lines
to my 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 go to start up my httpd, and lo and behold:

[Tue Dec 17 23:44:18 2002] [error] Can't locate
/usr/local/rt2/bin/webmux.pl at (eval 2) line 1.

Syntax error on line 951 of /usr/local/apache/conf/httpd.conf:
Can't locate /usr/local/rt2/bin/webmux.pl at (eval 2) line 1.

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


Of course it can't be found because /usr/local/rt2/bin is in fact,
empty. webmux.pl only exists in /usr/local/src/rt-2-0-15/bin

So, does the absence of webmux.pl in the /usr/local/rt2/bin mean that
the install didn't actually work? Does it mean that I didn't set up my
Makefile correctly? Or is there something more sinister at work here?

Thanks in advance for any suggestions.

Humbly,

--Owen, RT N00b who refuses to give up



From jsmith at structbio.vanderbilt.edu  Wed Dec 18 12:45:03 2002
From: jsmith at structbio.vanderbilt.edu (Jarrod Smith)
Date: Wed, 18 Dec 2002 11:45:03 -0600 (CST)
Subject: [rt-users] SelfService/index.html and /Elements/Footer
In-Reply-To: <Pine.LNX.4.33.0212171646430.1244-100000@scylla>
Message-ID: <Pine.LNX.4.33.0212181142050.4076-100000@scylla>

On Tue, 17 Dec 2002, Jarrod Smith wrote:

> When a non-privileged user first hits $WebBaseURL (which is also
> DocumentRoot at our site) and authenticates themselves to Apache,
> /Elements/Footer does not get added to the end of the resulting page.  
> The missing Footer causes all kinds of problems for some of the browsers
> we have deployed here.

<snip>

> Looking in /WebRT/html/autohandler, I think these are the relevant lines, 
> but to be honest I am not fluent in Mason so don't completely understand 
> what this does:
> 
> if ( (defined $session{'CurrentUser'}) and
>      ( $session{'CurrentUser'}->Id) ) {
> 
>     # If the user isn\'t privileged, they can only see SelfService
>     if ((! $session{'CurrentUser'}->Privileged) and
>         ($m->base_comp->path !~ '^/+SelfService/') ) {
>         $m->comp('/SelfService/index.html');
>         $m->abort();
>     }
>     else {
>         $m->call_next;
>     }
> }

Update:

Commenting out the line "$m->abort()" in autohandler causes
/Elements/Footer to be loaded for non-privileged users.  This is good.
However, I don't know what other unwanted effects this might have.  Can
someone explain what this bit of code in authohandler is doing?  For now I
have this line commented out but would like to have confirmation that this
is a safe/sane thing to do.

Thanks

Jarrod Smith



From raanders at acm.org  Wed Dec 18 13:41:18 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Wed, 18 Dec 2002 10:41:18 -0800 (PST)
Subject: [rt-users] RT2 and RedHat Upgrade problems
In-Reply-To: <6201DF063335254BA0D6AA7053D1011711F68A@pfgdsmmbx006.principalusa.corp.principal.com>
Message-ID: <Pine.LNX.4.33.0212181037190.24073-100000@main.cyber-office.net>

On Wed, 18 Dec 2002, Millard, Matt wrote:

This is most probably a change in the way PostgreSQL is now installed on 
Redhat systems.  You need to edit '/var/lib/pgsql/data/postgresql.conf' 
and change the line to read.

	tcpip_socket = true

You will probably also have to add/change access lines in 
'/var/lib/pgsql/data/pg_hba.conf'.  It is fairly well commented.


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



From Millard.Matt at principal.com  Wed Dec 18 14:09:23 2002
From: Millard.Matt at principal.com (Millard, Matt)
Date: Wed, 18 Dec 2002 13:09:23 -0600
Subject: [rt-users] RT2 and RedHat Upgrade problems
Message-ID: <6201DF063335254BA0D6AA7053D1011701772332@pfgdsmmbx006.principalusa.corp.principal.com>

Thanks! It was the tcpip_socket line that I needed.  Working again.

-----Original Message-----
From: Roderick A. Anderson [mailto:raanders at acm.org]
Sent: Wednesday, December 18, 2002 12:41 PM
To: Millard, Matt
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] RT2 and RedHat Upgrade problems


On Wed, 18 Dec 2002, Millard, Matt wrote:

This is most probably a change in the way PostgreSQL is now installed on 
Redhat systems.  You need to edit '/var/lib/pgsql/data/postgresql.conf' 
and change the line to read.

	tcpip_socket = true

You will probably also have to add/change access lines in 
'/var/lib/pgsql/data/pg_hba.conf'.  It is fairly well commented.


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



From hollow1 at cc.gatech.edu  Wed Dec 18 16:17:30 2002
From: hollow1 at cc.gatech.edu (James Adam Sigler)
Date: Wed, 18 Dec 2002 16:17:30 -0500 (EST)
Subject: [rt-users] Unmerging tickets
Message-ID: <Pine.GSO.4.50.0212181616520.9965-100000@forge.cc.gatech.edu>


How do I unmerge two tickets once they have been merged. Version 2.15.


		Sincerely,
			-James Adam Sigler-



James Adam Sigler
College of Computing
Georgia Tech
Phone: 404-385-1279
Office: CRB 251D
Email: hollow1 at cc.gatech.edu



From carl at xena.IPAustralia.gov.au  Wed Dec 18 17:46:57 2002
From: carl at xena.IPAustralia.gov.au (Carl Makin)
Date: 19 Dec 2002 09:46:57 +1100
Subject: [rt-users] LDAP auth: should I still create the users in RT
	even if I use WebExternalAuth?
Message-ID: <1040251617.77363.18.camel@newton.aipo.gov.au>

On Wed, 2002-12-18 at 22:59, Stanislav Sinyagin wrote:

> Two things missing here: 
> 
> In your filter, you hardcoded "uid" attribute. This will not work 
> in some setups, like MS Active Directory. Because it uses 
> "sAMAccountName" for that purpose.
> 
> Again, you hardcoded mapping 'extensionNumber' and "departmentNumber", and 
> this will work in some specific setups only. 
> 
> Thus, I still prefer my own script :)

Either way works. I prefer this way as I don't have to regularly run the
script to bring in new people.

The code snippets are hacks, but seem to work here against our iPlanet
Directory Server.  The mappings should be extracted into a configuration
hash but if you are inserting large sections of perl code into the
config.pm file to do non-standard things then perhaps some perl
experience might help. :)

What I would really prefer is for user and group information to source
from the LDAP server as the definitive source rather than simply using
it to initially populate RT's own user information.  That would help
when user details change.

Carl.



From a.c.li at ieee.org  Wed Dec 18 18:00:48 2002
From: a.c.li at ieee.org (Ambrose Li)
Date: Wed, 18 Dec 2002 18:00:48 -0500
Subject: [rt-users] conversion from TUTOS?
Message-ID: <20021218180048.A27377@ada.dhs.org>

Hello,

has anyone switched from TUTOS to RT2? I'd like to
keep the data that is now in TUTOS, but if someone has
done this before, I'd rather not reinvent something
to do the conversion.

Thanks in advance,

-- 
Ambrose Li  <a.c.li at ieee.org>
http://ada.dhs.org/~acli/cmcc/  http://www.cccgt.org/

DRM is theft - We are the stakeholders


From jeff at drinktomi.com  Wed Dec 18 18:02:49 2002
From: jeff at drinktomi.com (Jeff with The Big Yellow Suit)
Date: Wed, 18 Dec 2002 15:02:49 -0800 (PST)
Subject: [rt-users] LDAP auth: should I still create the users in RT even if I use WebExternalAuth?
In-Reply-To: <1040251617.77363.18.camel@newton.aipo.gov.au>
References: <1040251617.77363.18.camel@newton.aipo.gov.au>
Message-ID: <37157.208.200.221.3.1040252569.squirrel@mail.gigo.com>

Carl Makin said:
> What I would really prefer is for user and group information to source
> from the LDAP server as the definitive source rather than simply using
> it to initially populate RT's own user information.  That would help
> when user details change.

Here, here!  This is the way to do things.

-jeff




From rthompson at interpublic.com  Wed Dec 18 18:13:07 2002
From: rthompson at interpublic.com (Ray Thompson)
Date: Wed, 18 Dec 2002 17:13:07 -0600
Subject: [rt-users] LDAP auth: should I still create the users in RT even if I  use WebExternalAuth?
Message-ID: <H7C8BD00.G3U@omamail1.truenorth.com>

Carl Makin said:
> What I would really prefer is for user and group information to source 
> from the LDAP server as the definitive source rather than simply using 
> it to initially populate RT's own user information.  That would help 
> when user details change.

Here, here!  This is the way to do things.

-jeff

I agree!

-ray



From pdh at snapgear.com  Wed Dec 18 19:18:47 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 19 Dec 2002 10:18:47 +1000
Subject: [rt-users] Query by age
In-Reply-To: <000001c2a67f$c935d140$7300a8c0@poseiden>
References: <000001c2a67f$c935d140$7300a8c0@poseiden>
Message-ID: <20021219001847.GG623@luggage.internal.moreton.com.au>

Chris Mason wrote:
> Is there a way to use relative times in a search, i.e., "Last Updated
> before 13 hours ago"
> 
> I know this doesn't work, I tried it, but it would be useful to be able
> to bookmark a query that showed all tickets that were stale. 

Dates in the search criteria are parsed using Date::Parse, which
does not understand relative times.

This would, however, be a useful thing. Anyone know of a module
which does Date::Parse type stuff but accepts relative times as
well? I don't see anything obvious on CPAN....
-- 
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 B.Schofield at mailbox.gu.edu.au  Wed Dec 18 19:35:37 2002
From: B.Schofield at mailbox.gu.edu.au (Brook Schofield)
Date: Thu, 19 Dec 2002 10:35:37 +1000
Subject: [rt-users] Query by age
In-Reply-To: <20021219001847.GG623@luggage.internal.moreton.com.au>
References: <000001c2a67f$c935d140$7300a8c0@poseiden>
 <000001c2a67f$c935d140$7300a8c0@poseiden>
Message-ID: <5.1.1.6.0.20021219103405.02a539f0@kraken.itc.gu.edu.au>

At 10:18 AM 19/12/2002 +1000, Phil Homewood wrote:
>Chris Mason wrote:
> > Is there a way to use relative times in a search, i.e., "Last Updated
> > before 13 hours ago"
> >
> > I know this doesn't work, I tried it, but it would be useful to be able
> > to bookmark a query that showed all tickets that were stale.
>
>This would, however, be a useful thing. Anyone know of a module
>which does Date::Parse type stuff but accepts relative times as
>well? I don't see anything obvious on CPAN....

Chris + Phil,
         Time::ParseDate should do the trick.

http://search.cpan.org/author/MUIR/Time-modules-2002.1001/lib/Time/ParseDate.pm

-Brook

=========================================================================
=     _/_/_/ _/_/_/ _/_/_/ _/_/_/ _/  _/ Brook Schofield                =
=    _/  _/ _/  _/ _/  _/ _/  _/ _/ _/   B.Schofield at mailbox.gu.edu.au  =
=   _/_/   _/_/_/ _/  _/ _/  _/ _/_/     Ph: +61 7 387 53779 - WCN 0.28 =
=  _/  _/ _/ _/  _/  _/ _/  _/ _/ _/     Directory Services Integration =
= _/_/_/ _/  _/ _/_/_/ _/_/_/ _/  _/     Griffith University QLD 4111   =
=========================================================================



From pdh at snapgear.com  Wed Dec 18 19:37:12 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 19 Dec 2002 10:37:12 +1000
Subject: [rt-users] Query by age
In-Reply-To: <5.1.1.6.0.20021219103405.02a539f0@kraken.itc.gu.edu.au>
References: <000001c2a67f$c935d140$7300a8c0@poseiden> <000001c2a67f$c935d140$7300a8c0@poseiden> <5.1.1.6.0.20021219103405.02a539f0@kraken.itc.gu.edu.au>
Message-ID: <20021219003712.GI623@luggage.internal.moreton.com.au>

Brook Schofield wrote:
>         Time::ParseDate should do the trick.

Yum. That looks pretty good.

> http://search.cpan.org/author/MUIR/Time-modules-2002.1001/lib/Time/ParseDate.pm

... which doesn't show up in the

  Data Type Utilities   >>   Time
  Data Type Utilities   >>   Date

CPAN listings. Yay CPAN. Thanks Brook. :-)
-- 
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 mhershey at mhpcc.edu  Wed Dec 18 19:50:30 2002
From: mhershey at mhpcc.edu (Michele Hershey)
Date: Wed, 18 Dec 2002 14:50:30 -1000
Subject: [rt-users] TimeZone Questions...Again!
Message-ID: <3E0117D6.3A10F911@mhpcc.edu>

In one of our scripts it has been asked to include the CREATION &
RESOLUTION time.

When a call is resolved and then dead an auto message goes to the
requestor stating the call is closed and these 2 pertinent dates/times.

The SEARCH is perfect, and no complaints it is displaying in HST.
It is the dates that come out of SQL that are 10 hours off (GMT).  We
don't deal with daylight savings and would like the dates to be correct
in the data base also.  We read the previous solutions and they are not
providing this result.

The Script reads:

Ticket Created: {$Ticket->Created}       Ticket Resolved:
{$Ticket->Resolved}

Any help is apprecited,
Michele


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From jesse at bestpractical.com  Wed Dec 18 20:31:24 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 18 Dec 2002 20:31:24 -0500
Subject: [rt-users] Query by age
In-Reply-To: <20021219003712.GI623@luggage.internal.moreton.com.au>
References: <000001c2a67f$c935d140$7300a8c0@poseiden> <000001c2a67f$c935d140$7300a8c0@poseiden> <5.1.1.6.0.20021219103405.02a539f0@kraken.itc.gu.edu.au> <20021219003712.GI623@luggage.internal.moreton.com.au>
Message-ID: <20021219013124.GY28744@pallas.fsck.com>

It's also worth having a look at Simon Cozens "Date::PeriodParser"


On Thu, Dec 19, 2002 at 10:37:12AM +1000, Phil Homewood wrote:
> Brook Schofield wrote:
> >         Time::ParseDate should do the trick.
> 
> Yum. That looks pretty good.

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


From pdh at snapgear.com  Wed Dec 18 20:38:52 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 19 Dec 2002 11:38:52 +1000
Subject: [rt-users] Query by age
In-Reply-To: <20021219013124.GY28744@pallas.fsck.com>
References: <000001c2a67f$c935d140$7300a8c0@poseiden> <000001c2a67f$c935d140$7300a8c0@poseiden> <5.1.1.6.0.20021219103405.02a539f0@kraken.itc.gu.edu.au> <20021219003712.GI623@luggage.internal.moreton.com.au> <20021219013124.GY28744@pallas.fsck.com>
Message-ID: <20021219013852.GK623@luggage.internal.moreton.com.au>

Jesse Vincent wrote:
> It's also worth having a look at Simon Cozens "Date::PeriodParser"

Looked at it but it didn't seem to be such a clean drop-in
replacement. Time::ParseDate does. Working on it now.
-- 
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 Dec 18 21:02:43 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 19 Dec 2002 12:02:43 +1000
Subject: [rt-users] Query by age
In-Reply-To: <20021219013852.GK623@luggage.internal.moreton.com.au>
References: <000001c2a67f$c935d140$7300a8c0@poseiden> <000001c2a67f$c935d140$7300a8c0@poseiden> <5.1.1.6.0.20021219103405.02a539f0@kraken.itc.gu.edu.au> <20021219003712.GI623@luggage.internal.moreton.com.au> <20021219013124.GY28744@pallas.fsck.com> <20021219013852.GK623@luggage.internal.moreton.com.au>
Message-ID: <20021219020243.GA1497@luggage.internal.moreton.com.au>

Phil Homewood wrote:
> Looked at it but it didn't seem to be such a clean drop-in
> replacement. Time::ParseDate does. Working on it now.

Following trivial patch makes RT::Date use Time::ParseDate.
The args to Time::ParseDate::parsedate should probably be
pulled out into config.pm variables, but aside from that,
it seems to work just fine here.
-- 
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: bin/mason_handler.fcgi
===================================================================
RCS file: /cvs/local/rt/bin/mason_handler.fcgi,v
retrieving revision 1.2
diff -u -r1.2 mason_handler.fcgi
--- bin/mason_handler.fcgi	29 Nov 2002 05:10:57 -0000	1.2
+++ bin/mason_handler.fcgi	19 Dec 2002 01:51:35 -0000
@@ -76,7 +76,7 @@
     use RT::Interface::Web;    
     use MIME::Entity;
     use CGI::Cookie;
-    use Date::Parse;
+    use Time::ParseDate;
     use HTML::Entities;
     use Text::Wrapper;
  
Index: bin/mason_handler.scgi
===================================================================
RCS file: /cvs/local/rt/bin/mason_handler.scgi,v
retrieving revision 1.1.1.2
diff -u -r1.1.1.2 mason_handler.scgi
--- bin/mason_handler.scgi	22 Jan 2002 23:47:43 -0000	1.1.1.2
+++ bin/mason_handler.scgi	19 Dec 2002 01:51:05 -0000
@@ -88,7 +88,7 @@
     use RT::Interface::Web;    
     use MIME::Entity;
     use CGI::Cookie;
-    use Date::Parse;
+    use Time::ParseDate;
     use HTML::Entities;
 
     
Index: bin/webmux.pl
===================================================================
RCS file: /cvs/local/rt/bin/webmux.pl,v
retrieving revision 1.1.1.3
diff -u -r1.1.1.3 webmux.pl
--- bin/webmux.pl	15 Jul 2002 01:25:45 -0000	1.1.1.3
+++ bin/webmux.pl	19 Dec 2002 01:51:13 -0000
@@ -78,7 +78,7 @@
 	    use MIME::Entity;
 	    use Text::Wrapper;
 	    use Apache::Cookie;
-	    use Date::Parse;
+	    use Time::ParseDate;
 	    use HTML::Entities;
 	    
 	    #TODO: make this use DBI
Index: lib/Makefile.PL
===================================================================
RCS file: /cvs/local/rt/lib/Makefile.PL,v
retrieving revision 1.1.1.3
diff -u -r1.1.1.3 Makefile.PL
--- lib/Makefile.PL	22 Jan 2002 23:47:43 -0000	1.1.1.3
+++ lib/Makefile.PL	19 Dec 2002 01:55:33 -0000
@@ -7,8 +7,7 @@
     'PREREQ_PM' => {
                      'DBI'                 => 1.16,
                      'DBIx::SearchBuilder' => '0.48',
-                     'Date::Parse'         => 0,
-                     'Date::Format'        => 0,
+                     'Time::ParseDate'     => 0,
                      'MIME::Entity'        => 5.108,
                      'Mail::Mailer'        => '1.20',
                      'Log::Dispatch'       => 1.6,
Index: lib/RT/Date.pm
===================================================================
RCS file: /cvs/local/rt/lib/RT/Date.pm,v
retrieving revision 1.2
diff -u -r1.2 Date.pm
--- lib/RT/Date.pm	12 Sep 2002 23:41:49 -0000	1.2
+++ lib/RT/Date.pm	19 Dec 2002 01:52:26 -0000
@@ -61,10 +61,10 @@
 
 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->{'Format'} is 'unknown', require Time::ParseDate 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.
 
@@ -128,15 +128,16 @@
 	}
     }
     elsif ($args{'Format'} =~ /^unknown$/i) {
-        require Date::Parse;
+        require Time::ParseDate;
         #Convert it to an ISO format string 
         
-	my $date = Date::Parse::str2time($args{'Value'});
+	my $date = Time::ParseDate::parsedate($args{'Value'},
+			UK => 1, PREFER_PAST => 1);
         
 	#This date has now been set to a date in the _local_ timezone.
 	#since ISO dates are known to be in GMT (for RT's purposes);
 	
-	$RT::Logger->debug("RT::Date used date::parse to make ".$args{'Value'} . " $date\n");
+	$RT::Logger->debug("RT::Date used Time::ParseDate to make ".$args{'Value'} . " $date\n");
         
 	
 	return ($self->Set( Format => 'unix', Value => "$date"));
Index: tools/testdeps
===================================================================
RCS file: /cvs/local/rt/tools/testdeps,v
retrieving revision 1.1.1.4
diff -u -r1.1.1.4 testdeps
--- tools/testdeps	15 Jul 2002 01:25:46 -0000	1.1.1.4
+++ tools/testdeps	19 Dec 2002 01:52:54 -0000
@@ -33,7 +33,7 @@
 CGI::Cookie 1.20
 Apache::Cookie
 Apache::Session 1.53
-Date::Parse
+Time::ParseDate
 Date::Format 
 MIME::Entity 5.108
 Mail::Mailer 1.20

From ssinyagin at yahoo.com  Thu Dec 19 01:10:27 2002
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Wed, 18 Dec 2002 22:10:27 -0800 (PST)
Subject: [rt-users] LDAP auth: should I still create the users in RT even if I use WebExternalAuth?
In-Reply-To: <1040251617.77363.18.camel@newton.aipo.gov.au>
Message-ID: <20021219061027.37394.qmail@web13708.mail.yahoo.com>

--- Carl Makin <carl at xena.IPAustralia.gov.au> wrote:
> What I would really prefer is for user and group information to source
> from the LDAP server as the definitive source rather than simply using
> it to initially populate RT's own user information.  That would help
> when user details change.

well, adding to groups is already done in rtimportldap. You can 
establish several filters and run the script several times, 
with the groups setting you need. 

Deleting from groups is a different thing. If you do that 
automatically, you must be sure that you have one-to-one both-ways 
mapping of group membership in LDAP and in RT, which is 
not always convinient. 

What I can do in my script, is replacing the --group option
with two different ones:

--groupadd: this is the old behaviour of "--group"
--groupbind: do the one-to-one match, e.g. those users 
selected by filter will remain in the RT group, all others being deleted.

OT: proposal to Jesse: 

what about creating a new SourceForge project, "rt-addons" ?
SF is really convinient in that, because it allows different access levels, 
and the CVS public access.
I can do all the initial setup, and then add you with administrative rights.

Regards, 
Stan




From len at primaat.com  Thu Dec 19 02:13:08 2002
From: len at primaat.com (Len Kranendonk)
Date: Thu, 19 Dec 2002 08:13:08 +0100
Subject: [rt-users] increase FORM POSTMAX ?
Message-ID: <017401c2a72e$186658d0$b3dda8c0@palntwlen>

Does anybody know how I can increase the max. amount of data that can be post through a FORM to RT ? 
Attachments larger than about 1 MB (?) are not stored in the database. 

$MaxAttachmentSize is 10 MB so that's can't be the problem.

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From lynoure at otaverkko.fi  Thu Dec 19 02:26:23 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 19 Dec 2002 09:26:23 +0200
Subject: [rt-users] increase FORM POSTMAX ?
In-Reply-To: <017401c2a72e$186658d0$b3dda8c0@palntwlen>
References: <017401c2a72e$186658d0$b3dda8c0@palntwlen>
Message-ID: <1040282783.1981.9.camel@isis>

On Thu, 2002-12-19 at 09:13, Len Kranendonk wrote:
> Does anybody know how I can increase the max. amount of data that can be post through a FORM to RT ? 
> Attachments larger than about 1 MB (?) are not stored in the database. 
> 
> $MaxAttachmentSize is 10 MB so that's can't be the problem.

The cause is msot likely what your database accepts. 
If you are using MySQL, check your my.cnf
You probably want to increase the max_allowed_packet size, e.g.

set-variable  = max_allowed_packet=10M

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From bruce_campbell at ripe.net  Thu Dec 19 05:14:51 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 19 Dec 2002 11:14:51 +0100 (CET)
Subject: [rt-users] TimeZone Questions...Again!
In-Reply-To: <3E0117D6.3A10F911@mhpcc.edu>
Message-ID: <Pine.LNX.4.44.0212191111410.2245-100000@x22.ripe.net>

On Wed, 18 Dec 2002, Michele Hershey wrote:

> In one of our scripts it has been asked to include the CREATION &
> RESOLUTION time.
>
> When a call is resolved and then dead an auto message goes to the
> requestor stating the call is closed and these 2 pertinent dates/times.
>
> The SEARCH is perfect, and no complaints it is displaying in HST.
> It is the dates that come out of SQL that are 10 hours off (GMT).  We
> don't deal with daylight savings and would like the dates to be correct
> in the data base also.  We read the previous solutions and they are not
> providing this result.

As per the previous solutions, you really, really do not want to change
the timezone that RT stores dates in SQL.

> The Script reads:
>
> Ticket Created: {$Ticket->Created}       Ticket Resolved:
> {$Ticket->Resolved}

Try:

	{$Ticket->CreatedObj->AsString} and
	{$Ticket->ResolvedObj->AsString}

which will return times in the local timezone, assuming that $Timezone in
etc/config.pm has been set to something that your system recognises.

( $Ticket is an RT::Ticket object.  $Ticket->CreatedObj is returning an
  RT::Date object.  The 'AsString' method in this returns times in the
  local timezone )

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



From ssinyagin at yahoo.com  Thu Dec 19 05:46:04 2002
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Thu, 19 Dec 2002 02:46:04 -0800 (PST)
Subject: [rt-users] LDAP user import utility updated: group handling
In-Reply-To: <Pine.LNX.4.44.0212190841320.2245-100000@x22.ripe.net>
Message-ID: <20021219104604.81543.qmail@web13708.mail.yahoo.com>

Hi all, 

this is the next update of rtimportldap. 

--group option is replced with --groupadd

Added --groupbind options which synchronises the 
   RT group(s) with the LDAP persons returned by the filter. 

See TAR attached and README below.

Regards, 
Stanislav
========================================================================

$Id: rtimportldap.README,v 1.4 2002/12/19 10:40:08 stsiny Exp $
------------------------------------------------------------------------------
rtimportldap.pl:
  The utility for importing the RT users from LDAP directory

Author: Stanislav Sinyagin <ssinyagin at yahoo.com>


This script is written as generic as possible, but tested
in Microsoft Active Directory/Exchange 2000 environment only.

The script does not care about passwords. Old users' passwords
are not touched, and the new users are created without password.
Apache/mod_auth_ldap may be used for user authentication against
the LDAP server.

The script is reenterable: existing users are updated,
and non-existing ones are created. Thus, it may be used
every time you make changes in your LDAP directory.

Usage: ./rtimportldap.pl options...
Options ([M] means mandatory, [O] means optional):
  --rc       filename         [O] read options from file
                                  opt=value pairs one per line
  --server   hostname         [M] LDAP server
  --port     port             [O] LDAP TCP port. Default: 389
  --ldapver  3|2              [O] LDAP version. Default: 3
  --binddn   dn               [O] Bind DN
  --bindpw   password         [O] Bind password
  --basedn   dn               [M] Base DN
  --filter   filter           [O] Search filter. Default:
         (|(objectClass=organizationalPerson)(objectClass=person))
  --uidattr  attr             [O] Username attribute. Default: "uid"
  --map      lattr:rattr      [O] Mapping of LDAP to RT attribute
  --groupadd groupname        [O] Add the users to these groups
  --groupbind groupname       [O] Add the users to these groups and
                                         delete members not found in LDAP
  --disabled 1|0              [O] Set disabled. Default: 0
  --privileged 1|0            [O] Set privileged. Default: 1
  --help                      [O] This help message

The filter is automatically updated so that the UID attribute
is explicitly searched in the directory. This means that
the script may report zero entries found.

The script accepts more than one instance of --groupadd, --groupbind and --map
options.

Microsoft AD specifics:

   Option "--uidattr sAMAccountName" is neccessary.

   LDAP attribute 'company' is Microsoft-specific, not defined
   in standard schemas that come with OpenLDAP. We map it to 
   'Organization' RT attribute.

   MS AD requires non-anonymous binding. In anonymous mode,
   it shows only the topmost entry. For normal work, you
   must bind as a valid domain or host user.


-----------------------------------------------------------------------------
Copyright (c) 2002 Stanislav Sinyagin
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From ssinyagin at yahoo.com  Thu Dec 19 05:47:31 2002
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Thu, 19 Dec 2002 02:47:31 -0800 (PST)
Subject: [rt-users] LDAP auth: should I still create the users in RT even if I  use WebExternalAuth?
In-Reply-To: <H7C8BD00.G3U@omamail1.truenorth.com>
Message-ID: <20021219104731.13573.qmail@web13709.mail.yahoo.com>

Enjoy the --groupbind option in rtimportldap. 

Or, should I rename it to --groupsync?

Stan

--- Ray Thompson <rthompson at interpublic.com> wrote:
> Carl Makin said:
> > What I would really prefer is for user and group information to source 
> > from the LDAP server as the definitive source rather than simply using 
> > it to initially populate RT's own user information.  That would help 
> > when user details change.
> 
> Here, here!  This is the way to do things.
> 
> -jeff
> 
> I agree!
> 
> -ray
> 
> _______________________________________________
> 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 jms at nextreg.com  Thu Dec 19 07:07:16 2002
From: jms at nextreg.com (Jonathan - Nextreg Domain Names Inc.)
Date: Thu, 19 Dec 2002 04:07:16 -0800
Subject: [rt-users] installation troubles.
Message-ID: <001601c2a757$2c778960$f8164d18@Jon>

I've installed rt2 without a problem on another server.. worked right from compilation.  However, this second server is proving to be a headache.  It's running apache1.3.27, mod_perl 1.27, PHP 4.2.x, Perl 5.6.1 yet everything I've done to try to make it work ends up with when going to the WebUI a dialog box pops up asking to download the filert.nextreg[1].  If I just open it from here it's the source code from rt.  I think there is a problem in my Mason somewhere but I dont know enough about it to troubleshoot.  Below is the Virtualhost entry in the httpd.conf

<VirtualHost 192.168.4.117>
DocumentRoot /opt/rt2/WebRT/html/
ServerName rt.nextreg.com
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /opt/rt2/bin/webmux.pl
TransferLog /usr/local/apache/logs/access_log
TransferLog /usr/local/apache/logs/rt_log
<Location />
#DirectoryIndex index.html
SetHandler perl-script
PerlHandler RT::Mason
</Location>
</VirtualHost>

One last thing to note would be that .html files are to be parsed by php as well (this is needed for our site to properly work)  but even when removed and restated the problem persists.  If someone could help me it would be much appreciated.

Jonathan
Nextreg Domain Names Inc. Administrator
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From admin at lctn.org  Thu Dec 19 10:23:57 2002
From: admin at lctn.org (Raymond Norton)
Date: Thu, 19 Dec 2002 09:23:57 -0600 (CST)
Subject: [rt-users] troubles installing Apache::Cookie
Message-ID: <33211.204.220.62.133.1040311437.squirrel@support.lctn.k12.mn.us>

I am getting the following error:

[root at support libapreq-1.0]# perl Makefile.PL && make install

Can't locate Apache/MyConfig.pm in @INC (@INC contains:
/usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at
Makefile.PL line 27.

BEGIN failed--compilation aborted at Makefile.PL line 2


I  am not sure what to do about this.
Running redhat 8.0 with apache 2.0
All other deps are satisfied.



-- 
Raymond Norton
Little Crow Telemedia Network
320-234-0270




From bortzmeyer at nic.fr  Thu Dec 19 11:02:36 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Thu, 19 Dec 2002 17:02:36 +0100
Subject: [rt-users] "Hiding" a global scrip for one queue?
In-Reply-To: <20021209151431.GA26220@nic.fr>
References: <20021209151431.GA26220@nic.fr>
Message-ID: <20021219160236.GA12332@nic.fr>

On Mon, Dec 09, 2002 at 04:14:31PM +0100,
 Stephane Bortzmeyer <bortzmeyer at nic.fr> wrote 
 a message of 15 lines which said:

> I have many queues which share the same global scrips. But I would
> like to make an exception for one queue, which would have different
> scrips. 
> 
> Besides making all the scrips "queue-local" (a big pain), what can I
> do to "hide" (to suppress the effects) the global scrips? Write my own
> condition handler?

I did so. Here it is, if someone wants to include it in contrib.


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From pdh at snapgear.com  Thu Dec 19 17:28:17 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 20 Dec 2002 08:28:17 +1000
Subject: [rt-users] installation troubles.
In-Reply-To: <001601c2a757$2c778960$f8164d18@Jon>
References: <001601c2a757$2c778960$f8164d18@Jon>
Message-ID: <20021219222817.GA455@luggage.internal.moreton.com.au>

Jonathan - Nextreg Domain Names Inc. wrote:
> <VirtualHost 192.168.4.117>
> DocumentRoot /opt/rt2/WebRT/html/
> ServerName rt.nextreg.com
> PerlModule Apache::DBI
> PerlFreshRestart On

Turn PerlFreshRestart Off.

> PerlRequire /opt/rt2/bin/webmux.pl
> TransferLog /usr/local/apache/logs/access_log
> TransferLog /usr/local/apache/logs/rt_log
> <Location />
> #DirectoryIndex index.html
> SetHandler perl-script
> PerlHandler RT::Mason
> </Location>
> </VirtualHost>

Everything else looks OK...
-- 
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 jerry at intervideo.com  Thu Dec 19 19:58:59 2002
From: jerry at intervideo.com (Jerry Hsieh)
Date: Thu, 19 Dec 2002 16:58:59 -0800
Subject: [rt-users] Error on installing dependencies
Message-ID: <NFBBJGMFDKHHCLLONLKKAEHDEIAA.jerry@intervideo.com>

Hi all,

I get the following error from installing the Data Dumper module. Does this
happen to anyone of you before? Thanks for your time.

============================================================================
=================
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/dumper......NOK 57Use of uninitialized value in string eq at t/dumper.t
line 18.
Use of uninitialized value in concatenation (.) or string at t/dumper.t line
18.
Use of uninitialized value in string at t/dumper.t line 22.
Use of uninitialized value in string eq at t/dumper.t line 27.
Use of uninitialized value in concatenation (.) or string at t/dumper.t line
27.
Use of uninitialized value in string eq at t/dumper.t line 18.
Use of uninitialized value in concatenation (.) or string at t/dumper.t line
18.
Use of uninitialized value in string at t/dumper.t line 22.
Use of uninitialized value in string eq at t/dumper.t line 27.
Use of uninitialized value in concatenation (.) or string at t/dumper.t line
27.
Use of uninitialized value in string eq at t/dumper.t line 18.
Use of uninitialized value in concatenation (.) or string at t/dumper.t line
18.
Use of uninitialized value in string at t/dumper.t line 22.
Use of uninitialized value in string eq at t/dumper.t line 27.
Use of uninitialized value in concatenation (.) or string at t/dumper.t line
27.
t/dumper......FAILED tests 1, 3-4, 6-7, 9-10, 12-13, 15-16, 18-19, 21, 25,
27-28, 30-31, 33-34, 36-37, 39-40, 42-43, 45, 49, 51-52, 54-55, 57-58, 60,
73, 75-76, 78-79, 81
        Failed 42/81 tests, 48.15% okay
t/overload....ok
Failed Test Stat Wstat Total Fail  Failed  List of Failed
----------------------------------------------------------------------------
---
t/dumper.t                81   42  51.85%  1 3-4 6-7 9-10 12-13 15-16 18-19
21
                                           25 27-28 30-31 33-34 36-37 39-40
42-
                                           43 45 49 51-52 54-55 57-58 60 73
75-
                                           76 78-79 81
Failed 1/2 test scripts, 50.00% okay. 42/82 subtests failed, 48.78% okay.
make: *** [test_dynamic] Error 29

Jerry Hsieh



From ebastuz at netcologne.de  Fri Dec 20 08:11:29 2002
From: ebastuz at netcologne.de (Emre Bastuz)
Date: Fri, 20 Dec 2002 14:11:29 +0100
Subject: [rt-users] [Mason] Cannot resolve file to component ?
Message-ID: <3E031701.8060703@netcologne.de>

Hi,

I?ve been trying to install WebRT on a Debian Linux system.

After some hassle withc mod_perl I decided on going for FastCGI + Apache 1.3.26.

When accessing the URL of the server I get the error
[warn] [Mason] Cannot resolve file to component: /usr/local/rt2/bin/mason_handler.fcgi (is file outside component root?)

Why that? What setting is wrong?

The (IMHO) relevant parts of the config are as follows ...

Apache:

LoadModule fastcgi_module /usr/lib/apache/1.3/mod_fastcgi.so
User www-data
Group www-data

<VirtualHost 192.168.0.1:80>
         AddHandler fastcgi-script fcgi
         DocumentRoot /usr/local/rt2/WebRT/html
         ServerName rt2.mydomain.de
         PerlRequire /usr/local/rt2/bin/webmux.pl
         FastCgiServer /usr/local/rt2/bin/mason_handler.fcgi
         Alias /NoAuth/images/ /usr/local/rt2/WebRT/html/NoAuth/images/
         ScriptAlias / /usr/local/rt2/bin/mason_handler.fcgi/
         #PerlModule Apache::DBI
         <Location />
          SetHandler perl-script
          PerlHandler RT::Mason
         </Location>
</VirtualHost>

Config.pm:

$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";

Any help will be greatly appreciated.

Emre



From lynoure at otaverkko.fi  Fri Dec 20 08:50:59 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 20 Dec 2002 15:50:59 +0200
Subject: [rt-users] Open stalled ticket (timed)
Message-ID: <1040392259.4908.70.camel@isis>

I came up with an idea for a useful (at least to me) feature for RT:

Possibility of stalling ticket with a opening date.

E.g.

Requestor wants thing X to be done two weeks from today (and not
earlier).
Owner stalls the ticket for those two weeks. After that time RT reopens
the ticket.

This would keeps these tickets from being either confusing (open tickets
that just keep staying unresolved) or in danger of being forgotten
(stalled tickets).

Does the feature exist already? If not, does anybody have any ideas how
I could go about implementing it?

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From darren at boston.com  Fri Dec 20 09:13:37 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 20 Dec 2002 09:13:37 -0500
Subject: [rt-users] Error on installing dependencies
In-Reply-To: <NFBBJGMFDKHHCLLONLKKAEHDEIAA.jerry@intervideo.com>
References: <NFBBJGMFDKHHCLLONLKKAEHDEIAA.jerry@intervideo.com>
Message-ID: <20021220-f23f9ed15ba19faa31172e7adc4c9a48@mail.boston.com>

* Jerry Hsieh <jerry at intervideo.com> [2002-12-19 19:58]:
> I get the following error from installing the Data Dumper module. Does
> this happen to anyone of you before? Thanks for your time.

What version of Perl are you using?  Data::Dumper has been standard with
Perl for about 5 years; unless your Perl is ancient, you shouldn't need
to be installing this.

A pretty good rule of thumb is:  If you need to upgrade Data::Dumper,
you need to upgrade Perl.

(darren)

-- 
Without deviation from the norm, 'progress' is not possible.
   -- Frank Zappa


From darren at boston.com  Fri Dec 20 09:15:13 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 20 Dec 2002 09:15:13 -0500
Subject: [rt-users] Open stalled ticket (timed)
In-Reply-To: <1040392259.4908.70.camel@isis>
References: <1040392259.4908.70.camel@isis>
Message-ID: <20021220-87f3e9de59637c878e5ae80a7a0b4671@mail.boston.com>

* Lynoure Rajamki <lynoure at otaverkko.fi> [2002-12-20 08:53]:
> Requestor wants thing X to be done two weeks from today (and not
> earlier).  Owner stalls the ticket for those two weeks. After that
> time RT reopens the ticket.

Couldn't you do this with an at job that calls 'rt --id 123 --status=open' ?

Or make it a cron job that reopens the ticket every Tuesday at noon. :)

(darren)

-- 
Money is better than poverty, if only for financial reasons.
    -- Woody Allen


From rt-id-45 at lists.lorens.org  Fri Dec 20 09:53:09 2002
From: rt-id-45 at lists.lorens.org (Lorens Kockum)
Date: Fri, 20 Dec 2002 15:53:09 +0100
Subject: [rt-users] Open stalled ticket (timed)
In-Reply-To: <1040392259.4908.70.camel@isis>
References: <1040392259.4908.70.camel@isis>
Message-ID: <20021220145309.GA28620@apex.lorens.com>

On Fri, Dec 20, 2002 at 03:50:59PM +0200, Lynoure Rajam?ki wrote:
> 
> Possibility of stalling ticket with a opening date.

I've used date due for this in RT1 (I did not have another
use for it).  Basic SQL sets status to open if the ticket is
stalled with a due date in the past. Then I modified RT1 so that
clicking on "stall" calls up the same page as setting date due.

I'd have thought this was immediate in RT2?

I'm installing a new version of RT next week for testing, should
I got with RT2 or the future RT3 ?

-- 
#include <std_disclaim.h>                          Lorens Kockum


From direkt0r99 at yahoo.com  Fri Dec 20 10:55:30 2002
From: direkt0r99 at yahoo.com (Colin B)
Date: Fri, 20 Dec 2002 07:55:30 -0800 (PST)
Subject: [rt-users] Error on make install
Message-ID: <20021220155530.67981.qmail@web40102.mail.yahoo.com>

make install
mkdir -p //opt/rt2/bin
mkdir -p //opt/rt2/WebRT/data
mkdir -p //opt/rt2/WebRT/sessiondata
mkdir -p //opt/rt2/etc
mkdir -p //opt/rt2/lib
mkdir -p //opt/rt2/WebRT/html
mkdir -p //opt/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/usr/bin/'
'localhost' '' 'root' 'rt2' create
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                        s'!!DB_HOST!!'"localhost"'g;\
                        s'!!DB_RT_PASS!!'"**** "'g;\
                       
s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt_user"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;"
//opt/rt2/etc/acl.mysql
Substitution replacement not terminated at -e line 1.
make: *** [acls] Error 255


Is this a error in my setup of mysql?

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From khera at kcilink.com  Fri Dec 20 10:58:32 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 20 Dec 2002 10:58:32 -0500
Subject: [rt-users] Open stalled ticket (timed)
In-Reply-To: <20021220-87f3e9de59637c878e5ae80a7a0b4671@mail.boston.com>
References: <1040392259.4908.70.camel@isis>
	<20021220-87f3e9de59637c878e5ae80a7a0b4671@mail.boston.com>
Message-ID: <15875.15912.942171.320958@onceler.kciLink.com>

>>>>> "dc" == darren chamberlain <darren at boston.com> writes:

dc> Couldn't you do this with an at job that calls 'rt --id 123 --status=open'


Ya know, after using RT for a mere 18 months, this trick just never
occurred to me...  Thanks!


From rt-users at lists.netways.de  Fri Dec 20 11:28:51 2002
From: rt-users at lists.netways.de (rt-users)
Date: Fri, 20 Dec 2002 17:28:51 +0100
Subject: [rt-users] Open stalled ticket (timed)
Message-ID: <3626546DC152134382A0A029C29365C606B56F@net-mail.int.netways.de>

Hi,

>-----Original Message-----
>From: Lynoure Rajam?ki [mailto:lynoure at otaverkko.fi] 
>Posted At: Friday, December 20, 2002 2:51 PM

>Requestor wants thing X to be done two weeks from today (and 
>not earlier). Owner stalls the ticket for those two weeks. 
>After that time RT reopens the ticket.
>
>This would keeps these tickets from being either confusing 
>(open tickets that just keep staying unresolved) or in danger 
>of being forgotten (stalled tickets).
>
>Does the feature exist already? If not, does anybody have any 
>ideas how I could go about implementing it?

we just use another box on the startpage for Tickets, that are stalled, but have reached their "Starts" Date. Copy MyTickets and change the INIT part to somesthing like this:

my $MyTickets;
$MyTickets = new RT::Tickets ($session{'CurrentUser'});
$MyTickets->LimitOwner(VALUE => $session{'CurrentUser'}->Id);
$MyTickets->LimitStatus(VALUE => "open");
$MyTickets->LimitStatus(VALUE => "new");
$MyTickets->LimitStatus(VALUE => "stalled");

my $StartDate = new RT::Date ($session{'CurrentUser'});
my $EndDate = new RT::Date ($session{'CurrentUser'});
$StartDate->SetToNow();
$EndDate->SetToNow();
$StartDate->AddDays(-100);
my $Add = $session{'CurrentUser'}->UserObj->RemindStarts*3600;
$EndDate->AddSeconds(+$Add);

$MyTickets->LimitDate(FIELD => 'Starts', OPERATOR => '<', VALUE => $EndDate->ISO);
$MyTickets->LimitDate(FIELD => 'Starts', OPERATOR => '>', VALUE => $StartDate->ISO);

$MyTickets->OrderBy(FIELD => 'Priority', ORDER => 'ASC');
$MyTickets->RowsPerPage(50);



From jms at nextreg.com  Fri Dec 20 15:23:09 2002
From: jms at nextreg.com (Jonathan - Nextreg Domain Names Inc.)
Date: Fri, 20 Dec 2002 12:23:09 -0800
Subject: [rt-users] installation troubles.
References: <20021220160007.6079.11079.Mailman@pallas.eruditorum.org>
Message-ID: <000c01c2a865$9d9276a0$f8164d18@Jon>

Ok.  I turned off the PerlFreshRestart and restarted apache using apachectl
stop and apachectl start and I'm still having the same problems.  Is there
anything else I could try??

Jonathan
Nextreg Domain Names Inc. Administrator

> Message: 5
> Date: Fri, 20 Dec 2002 08:28:17 +1000
> From: Phil Homewood <pdh at snapgear.com>
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] installation troubles.
>
> Jonathan - Nextreg Domain Names Inc. wrote:
> > <VirtualHost 192.168.4.117>
> > DocumentRoot /opt/rt2/WebRT/html/
> > ServerName rt.nextreg.com
> > PerlModule Apache::DBI
> > PerlFreshRestart On
>
> Turn PerlFreshRestart Off.
>
> > PerlRequire /opt/rt2/bin/webmux.pl
> > TransferLog /usr/local/apache/logs/access_log
> > TransferLog /usr/local/apache/logs/rt_log
> > <Location />
> > #DirectoryIndex index.html
> > SetHandler perl-script
> > PerlHandler RT::Mason
> > </Location>
> > </VirtualHost>
>
> Everything else looks OK...
> --
> 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 bjwrenn at augustmail.com  Fri Dec 20 15:40:26 2002
From: bjwrenn at augustmail.com (Bobby Wrenn)
Date: 20 Dec 2002 14:40:26 -0600
Subject: [rt-users] mod_perl compiled into apache.
Message-ID: <1040416826.1127.55.camel@ryn>

I'm not sure what the doc means by "apache must be compiled with
mod_perl. mod_perl should not be compiled as a DSO".

What is a DSO?

I loaded apache-mod_perl loaded when I insalled Mandrake 9.0. But, if I
run:
httpd -l
I get

Compiled-in modules:
  http_core.c
  mod_so.c
suexec: enabled; valid wrapper /usr/sbin/suexec

rpm -qa returns:
apache-mod_perl-1.3.26_1.27-7mdk

So, is mod_perl insalled in such a way the RT can use it?

TIA
Bobby

---
This tag line is identical to the one you are reading.



From rt-for-chris at db.lm.com  Fri Dec 20 19:10:01 2002
From: rt-for-chris at db.lm.com (rt-for-chris at db.lm.com)
Date: Fri, 20 Dec 2002 19:10:01 -0500 (EST)
Subject: [rt-users] Something to consider re: Gecos field?
Message-ID: <20021220185555.M26517-100000@zaxxon.telerama.com>

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

Hi there,

I just had a rough time trying to figure out a co-worker's problems
with RT and I thought I'd share my experience.

The user couldn't use a custom RT hack of ours that relied on the
command line interface.  I discovered that this user wasn't able to do
anything using RT's CLI, but the WebRT interface worked just fine.

If I ran 'rt --limit-queue=general --limit-status=open --summary' as
this user, I only got 1 line of output -- the summary header.  If I
ran it as myself, I got 12 lines of output.

I checked and double-checked and triple-checked all of the
user/group/queue permissions.  Everything looked fine.  I was
perplexed...

What *really* confused me is that when I gave my coworker superuser
access, I *still* only got 1 line of output.  I knew something else
had to be going on...

Finally, I decided to do a 'SELECT COUNT(*) FROM Users WHERE
Gecos="dave";'.  Guess what...  2 matches found.

It turns out that we had an RT user named 'davel' with the Unix login
field set to 'dave'.  This user didn't even have a Unix login, the
field shouldn't have even been set.  My coworker's RT name was 'dave'
and his Unix login is also 'dave'.

davel was an account that was privileged but had very little access.
The UserId was 10 for davel, while dave's UserId was 19056.  Thus, RT
was effectively using davel's rights whenever dave was using RT's CLI.

After I fixed the problem and thought about it for awhile, I wondered
why RT would allow something like this to happen...  Is this a bug or
a feature?

- -Chris

- --
Chris Tracy <chris at telerama.com>
Telerama Public Access Internet
Senior Network Engineer
http://www.telerama.com


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From jesse at bestpractical.com  Fri Dec 20 21:16:11 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 20 Dec 2002 21:16:11 -0500
Subject: [rt-users] Something to consider re: Gecos field?
In-Reply-To: <20021220185555.M26517-100000@zaxxon.telerama.com>
References: <20021220185555.M26517-100000@zaxxon.telerama.com>
Message-ID: <20021221021611.GD9977@pallas.fsck.com>

> It turns out that we had an RT user named 'davel' with the Unix login
> field set to 'dave'.  This user didn't even have a Unix login, the
> field shouldn't have even been set.  My coworker's RT name was 'dave'
> and his Unix login is also 'dave'.
> 
> davel was an account that was privileged but had very little access.
> The UserId was 10 for davel, while dave's UserId was 19056.  Thus, RT
> was effectively using davel's rights whenever dave was using RT's CLI.
> 
> After I fixed the problem and thought about it for awhile, I wondered
> why RT would allow something like this to happen...  Is this a bug or
> a feature?

It's a bug. Gecos should be required to be unique. send mail to
rt-2.0-bugs at fsck.com?

> - --
> Chris Tracy <chris at telerama.com>
> Telerama Public Access Internet
> Senior Network Engineer
> http://www.telerama.com
> 
> 
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.0.6 (FreeBSD)
> Comment: For info see http://www.gnupg.org
> 
> iD8DBQE+A7FcODpZMT+19JERAi9qAJ9IdV9A/Q3w6jsJ8C89v6w6rs1+FgCgsJQO
> +xno2gALgtikqi5KWoNn6Eo=
> =m+hj
> -----END PGP SIGNATURE-----
> 
> 
> _______________________________________________
> 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 admin at lctn.org  Fri Dec 20 23:21:23 2002
From: admin at lctn.org (Raymond Norton)
Date: Fri, 20 Dec 2002 22:21:23 -0600 (CST)
Subject: [rt-users] could use some instruction
Message-ID: <1295.66.103.161.14.1040444483.squirrel@support.lctn.k12.mn.us>

For three days I have tried to install rt on a redhat 8.0 server. I have
gone through the docs and found things should have worked by downgrading
to apache 1.3.x., which I did. I kept getting Apache:Constants errors
after editing httpd.conf with the alias info. It looks like it is a
mod_perl error. By now things are a mess, so I am going to do a new redhat
install. Will the "Full install notes for RedHat 7.2" work for 8.0, or are
there other caveats with this version.



--
Raymond Norton
Little Crow Telemedia Network
320-234-0270




From ebastuz at netcologne.de  Sat Dec 21 02:08:05 2002
From: ebastuz at netcologne.de (Emre Bastuz)
Date: Sat, 21 Dec 2002 08:08:05 +0100
Subject: [rt-users] (no subject)
Message-ID: <1040454485.3e04135514936@webmail.emre.de>

Hi Bobby,

if mod_perl has been compiled as a DSO it will not show
up when doing a httpd -l.

You should check your apache error-log - when you start the daemon 
there should be a line, indicating what modules have been
loaded (mod_php, mod_perl, etc.):

Apache/1.3.26 (Unix) PHP/4.2.2 mod_ssl/2.8.10 OpenSSL/0.9.6d configured

You can only see mod_php in httpd -l if it has been compiled statically into the
httpd binary - which seems not to be the case with most out of the box
installations of apache.

As mod_so is compiled into your httpd (mod_so.c), I believe that most functions
of Apache are provided by DSOs. You should see a lot of lines like "AddModule
.... LoadModule ..." in your httpd.conf.

I don?t know if Mandrake has an Apache package with mod_perl statically
included but it seems you have to compile the stuff "manually" if you
want it that way.

I have read a couple of times that mod_perl as DSO sucks but I?d give it 
a try anyway.

Regards,

Emre

-------------------------------------------------
This mail sent through IMP: http://horde.org/imp/


From jms at nextreg.com  Sat Dec 21 05:48:03 2002
From: jms at nextreg.com (Jonathan - Nextreg Domain Names Inc.)
Date: Sat, 21 Dec 2002 02:48:03 -0800
Subject: [rt-users] Re: installation troubles.
References: <20021220160007.6079.11079.Mailman@pallas.eruditorum.org>
Message-ID: <000901c2a8de$70a36e00$f8164d18@Jon>

I've found out more.. I have 2 servers one works and the other doesn't (2
companies) when each is run in the command line (perl
/opt/rt2/bin/webmux.pl) the one that works replys with
"
Undefined subroutine &Apache::perl_hook called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 542.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 542.
Compilation failed in require at /opt/rt2/bin/webmux.pl line 20.
BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 20.
"

while the one that doesnt work gives a weird error

"Can't locate object method "server" via package "Apache" (perhaps you
forgot to load "Apache"?) at /opt/rt2/bin/webmux.pl line 113."

what does it mean it can't find (or I forgot to load apache)?  Apache is
running thoughout this.

Jonathan
Nextreg Domain Names Inc. Administratr




From joerg at die-herberts.de  Sat Dec 21 12:17:47 2002
From: joerg at die-herberts.de (Joerg Herbert)
Date: Sat, 21 Dec 2002 18:17:47 +0100
Subject: [rt-users] RT is not sending eMail to Requestors
Message-ID: <3E04B04B.2722.33869A5@localhost>

Hello to all,

I have RT 2.14 installed and have the following Problem:

When I answer from the WebGUI, the answer ist put correctly in the 
Database, but not send to the Requestor, according to exim Mainlog.

When I create an Ticket, an eMail is sent.

When I Reply|Resolve an ticket as Root, an eMail is send, but when I 
do this as Privileged user, no eMail is send. The User has the 
following rights:

 CommentOnTicket
 CreateTicket
 DeleteTicket
 ModifyTicket
 OwnTicket
 ReplyToTicket
 SeeQueue
 ShowTicket
 ShowTicketComments
 Watch
 ModifySelf

the Queue has no Extra rights. The following scrips exist:

OnCreate AutoreplyToRequestors with template Autoreply
OnCorrespond NotifyAllWatchers with template Correspondence
OnTransaction NotifyAdminCcs with template Transaction

Why can't I send this Mail as "normal" Privileged user?

TIA,

Sincerly / Mit freundlichen Gr??en,

J?rg Herbert




From bruce_campbell at ripe.net  Sat Dec 21 17:16:42 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 21 Dec 2002 23:16:42 +0100 (CET)
Subject: [rt-users] Re: installation troubles.
In-Reply-To: <000901c2a8de$70a36e00$f8164d18@Jon>
Message-ID: <Pine.LNX.4.44.0212212314400.5298-100000@x22.ripe.net>

On Sat, 21 Dec 2002, Jonathan - Nextreg Domain Names Inc. wrote:

> I've found out more.. I have 2 servers one works and the other doesn't (2
> companies) when each is run in the command line (perl
> /opt/rt2/bin/webmux.pl) the one that works replys with
> "
> Undefined subroutine &Apache::perl_hook called at

> while the one that doesnt work gives a weird error
>
> "Can't locate object method "server" via package "Apache" (perhaps you
> forgot to load "Apache"?) at /opt/rt2/bin/webmux.pl line 113."

For both installations, can you run 'make testdeps' in the RT make
directory, and see which libraries are not installed.  I suspect that
certain Apache:: libraries are missing from the second server (use CPAN to
install them), while the first server has (I think) a version of mod_perl
compiled for previous version of perl.

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



From svigano at boothcreek.com  Sat Dec 21 18:29:32 2002
From: svigano at boothcreek.com (Steffan Vigano)
Date: Sat, 21 Dec 2002 15:29:32 -0800
Subject: [rt-users] Customer Surveying
Message-ID: <3E04F95C.3000403@boothcreek.com>

Before I reinvent the wheel, I was wondering if anyone has generated a 
template, or some other mechanism (direct SQL queries maybe)  to survey 
customers after tickets have been resolved.  Basically we're looking to 
get some feedback on our technicians, asking end users to comment on the 
efficiency, attitude, etc of the resolver of their ticket, but need them 
to go back directly to an admin, versus back into the ticket itself... 
or possibly into a different queue.

Thanks. 



From b.boksa at sidebysite.de  Sun Dec 22 11:04:26 2002
From: b.boksa at sidebysite.de (Benjamin Boksa)
Date: Sun, 22 Dec 2002 17:04:26 +0100
Subject: [rt-users] Customer Surveying
In-Reply-To: <3E04F95C.3000403@boothcreek.com>
Message-ID: <0B7E98FA-15C7-11D7-9677-00039310C34C@sidebysite.de>

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

Hi!

It is just a quick idea on a sunday evening:

There is a conditon OnResolve, use it to send an eMail to the customer. 
This eMail contains an url with a your survey, and contains the ID to 
for referential purposes. Voila, that's it... What you do with the data 
from the survey depends on what you want to do with it. I can't say 
much about that right now.

Best Regards,

Benne


Am Sonntag, 22.12.02, um 00:29 Uhr (Europe/Berlin) schrieb Steffan 
Vigano:

> Before I reinvent the wheel, I was wondering if anyone has generated a 
> template, or some other mechanism (direct SQL queries maybe)  to 
> survey customers after tickets have been resolved.  Basically we're 
> looking to get some feedback on our technicians, asking end users to 
> comment on the efficiency, attitude, etc of the resolver of their 
> ticket, but need them to go back directly to an admin, versus back 
> into the ticket itself... or possibly into a different queue.
>
> 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
>
>
- -- 

Benjamin Boksa
b.boksa at sidebysite.de

side by site GmbH & Co. KG
Druckgestaltung & Webdesign

Barbarastr. 3-9 (Block 6)
D-50735 Koeln

Fon: +49 221 2790964
Fax: +49 221 2790965

http://www.sidebysite.de/
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From pdh at snapgear.com  Sun Dec 22 17:19:30 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 23 Dec 2002 08:19:30 +1000
Subject: [rt-users] RT is not sending eMail to Requestors
In-Reply-To: <3E04B04B.2722.33869A5@localhost>
References: <3E04B04B.2722.33869A5@localhost>
Message-ID: <20021222221930.GC472@luggage.internal.moreton.com.au>

Joerg Herbert wrote:
> When I Reply|Resolve an ticket as Root, an eMail is send, but when I 
> do this as Privileged user, no eMail is send. The User has the 
> following rights:

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

-- 
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 Dec 22 17:24:05 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 23 Dec 2002 08:24:05 +1000
Subject: [rt-users] Error on make install
In-Reply-To: <20021220155530.67981.qmail@web40102.mail.yahoo.com>
References: <20021220155530.67981.qmail@web40102.mail.yahoo.com>
Message-ID: <20021222222405.GD472@luggage.internal.moreton.com.au>

Colin B wrote:
> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
>                         s'!!DB_HOST!!'"localhost"'g;\
>                         s'!!DB_RT_PASS!!'"**** "'g;\
>                        
>                         s'!!DB_RT_USER!!'"rt_user"'g;\
>                         s'!!DB_DATABASE!!'"rt2"'g;"
> //opt/rt2/etc/acl.mysql
> Substitution replacement not terminated at -e line 1.

Remove the trailing space from the value of DB_RT_PASS in your
Makefile.
-- 
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 Dec 22 18:32:03 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 23 Dec 2002 09:32:03 +1000
Subject: [rt-users] [Mason] Cannot resolve file to component ?
In-Reply-To: <3E031701.8060703@netcologne.de>
References: <3E031701.8060703@netcologne.de>
Message-ID: <20021222233203.GP472@luggage.internal.moreton.com.au>

Emre Bastuz wrote:
> When accessing the URL of the server I get the error
> [warn] [Mason] Cannot resolve file to component: 
> /usr/local/rt2/bin/mason_handler.fcgi (is file outside component root?)
> 
>         PerlRequire /usr/local/rt2/bin/webmux.pl

Delete this line. It's for mod_perl only, not for FastCGI.
-- 
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 news-misc at ada.dhs.org  Sun Dec 22 22:02:53 2002
From: news-misc at ada.dhs.org (acli@ada.dhs.org via news-to-mail gateway)
Date: Mon, 23 Dec 2002 03:02:53 GMT
Subject: [rt-users] Re: user authentication not working with fcgi?
References: <20021218023552.A14525@ada.dhs.org> <20021218023552.A14525@ada.dhs.org> <15872.34792.89816.818631@onceler.kciLink.com>
Message-ID: <H7Jxst.Dq7@ada.dhs.org>

In article <15872.34792.89816.818631 at onceler.kciLink.com>,
Vivek Khera  <khera at kcilink.com> wrote:
>>>>>> "AL" == Ambrose Li <a.c.li at ieee.org> writes:
>
>AL> After I logged in from the local network, I tried to access
>AL> it off-site. To my surprise, the browser which is running
>AL> off-site shows that I am logged in. If I log off there, my
>
>My guess would be that whatever code generates the session key (ie,
>the cookie value) has become predictable and constant.  I don't know
>what that computation is, but it should include several elements such
>as the PID, time, and a PRNG value to be safe against guessing.

It seems that this is related to restarting the web server. After
restarting the web server, the first session will become the only
session.

If I delete everything in WebRT/sessiondata before restarting the
web server, it seems that different sessions are properly created.

Does any other FastCGI users experience the same problem? Or is it
only me?


-- 
Ambrose Li  <a.c.li at ieee.org>
http://ada.dhs.org/~acli/cmcc/  http://www.cccgt.org/

DRM is theft - We are the stakeholders


From lynoure at otaverkko.fi  Mon Dec 23 01:25:21 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 23 Dec 2002 08:25:21 +0200
Subject: [rt-users] Open stalled ticket (timed)
In-Reply-To: <20021220-87f3e9de59637c878e5ae80a7a0b4671@mail.boston.com>
References: <1040392259.4908.70.camel@isis> 
	<20021220-87f3e9de59637c878e5ae80a7a0b4671@mail.boston.com>
Message-ID: <1040624721.756.3.camel@isis>

On Fri, 2002-12-20 at 16:15, darren chamberlain wrote:

> Couldn't you do this with an at job that calls 'rt --id 123 --status=open' ?
> 
> Or make it a cron job that reopens the ticket every Tuesday at noon. :)

That works for truly repetive tickets, but for others it would mean
manually adding a cron job for each such ticket. That's exactly the work
I want to avoid.
 

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From lynoure at otaverkko.fi  Mon Dec 23 02:36:36 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 23 Dec 2002 09:36:36 +0200
Subject: [rt-users] Open stalled ticket (timed)
In-Reply-To: 	<3626546DC152134382A0A029C29365C606B56F@net-mail.int.netways.de>
References: <3626546DC152134382A0A029C29365C606B56F@net-mail.int.netways.de>
Message-ID: <1040628996.1398.21.camel@isis>

On Fri, 2002-12-20 at 18:28, rt-users wrote:

> my $Add = $session{'CurrentUser'}->UserObj->RemindStarts*3600;

RemindStarts doesn't seem to be implemented in RT::User. If you
implemented it yourself, could you send that code too?

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From joerg at die-herberts.de  Mon Dec 23 02:43:31 2002
From: joerg at die-herberts.de (Joerg Herbert)
Date: Mon, 23 Dec 2002 08:43:31 +0100
Subject: [rt-users] RT is not sending eMail to Requestors
In-Reply-To: <20021222221930.GC472@luggage.internal.moreton.com.au>
References: <3E04B04B.2722.33869A5@localhost>
Message-ID: <3E06CCB3.22423.13159E@localhost>

On 23 Dec 2002 at 8:19, Phil Homewood wrote:

> Joerg Herbert wrote:
> > When I Reply|Resolve an ticket as Root, an eMail is send, but when I
> > do this as Privileged user, no eMail is send. The User has the
> > following rights:
> 
> http://fsck.com/rtfm/article.html?id=5#73    perhaps?

Urgs, I never set up an RT again on 02:00. ;) I simply overlooked it 
in the FAQ.

Yours sincerly/Mit freundlichen Gr??en,

J?rg Herbert




From ebastuz at netcologne.de  Mon Dec 23 03:03:38 2002
From: ebastuz at netcologne.de (Emre Bastuz)
Date: Mon, 23 Dec 2002 09:03:38 +0100
Subject: [rt-users] [Mason] Cannot resolve file to component ?
References: <3E031701.8060703@netcologne.de> <20021222233203.GP472@luggage.internal.moreton.com.au>
Message-ID: <3E06C35A.5020308@netcologne.de>

Hi Phil,

Phil Homewood wrote:
>>[warn] [Mason] Cannot resolve file to component: 
>>/usr/local/rt2/bin/mason_handler.fcgi (is file outside component root?)
>>        PerlRequire /usr/local/rt2/bin/webmux.pl
> 
> Delete this line. It's for mod_perl only, not for FastCGI.
I?ve tried that. When this particular line is removed and
Apache restarted, I get a different error in the logs:
[error] Undefined subroutine &RT::Mason::handler called

In the browser it says "Internal Server Error".

That?s why I thought the line should be kept in httpd.conf.

After playing around with a couple of settings I found out
what I had done wrong.

The line 'SetHandler perl-script' also has to be removed
in order to make the fastcgi version work.

For others to follow this thread, a complete Vhost config for
usage of rt2 with fastcgi might look like this:

<VirtualHost 192.168.0.1:80>
         AddHandler fastcgi-script fcgi
         DocumentRoot /usr/local/rt2/WebRT/html
         ServerName rt2-test.somehost.de
         FastCgiServer /usr/local/rt2/bin/mason_handler.fcgi
         Alias /NoAuth/images/ /usr/local/rt2/WebRT/html/NoAuth/images/
         ScriptAlias / /usr/local/rt2/bin/mason_handler.fcgi/
         PerlModule Apache::DBI
         <Location />
          PerlHandler RT::Mason
         </Location>
</VirtualHost>

Maybe this needs some clarification in the FAQ/docs.

Thanks for your help.

Emre



From rt-users at lists.netways.de  Mon Dec 23 05:31:13 2002
From: rt-users at lists.netways.de (rt-users)
Date: Mon, 23 Dec 2002 11:31:13 +0100
Subject: [rt-users] Open stalled ticket (timed)
Message-ID: <3626546DC152134382A0A029C29365C606B583@net-mail.int.netways.de>

Hi,

>Conversation: [rt-users] Open stalled ticket (timed)
>Subject: RE: [rt-users] Open stalled ticket (timed)
>
>
>On Fri, 2002-12-20 at 18:28, rt-users wrote:
>
>> my $Add = $session{'CurrentUser'}->UserObj->RemindStarts*3600;
>
>RemindStarts doesn't seem to be implemented in RT::User. If 
>you implemented it yourself, could you send that code too?

Oh, that is a database field, where a user can set the time, he wants to
be notified before the starts date. Just set it to 0 (zero)

my $Add = 0;

BTW. There is a typo in RT::Tickets, that makes the code i posted
useless. There was a posting a few days ago. Here is the patch from this
posting:

*** Tickets.pm.orig	Tue Aug 27 15:30:16 2002
--- Tickets.pm	Tue Aug 27 14:52:42 2002
***************
*** 53,59 ****
  	      HasDepender => 'LINK',
  	      RelatedTo => 'LINK',
                Told => 'DATE',
!               StartsBy => 'DATE',
                Started => 'DATE',
                Due  => 'DATE',
                Resolved => 'DATE',
--- 53,59 ----
  	      HasDepender => 'LINK',
  	      RelatedTo => 'LINK',
                Told => 'DATE',
!               Starts => 'DATE',
                Started => 'DATE',
                Due  => 'DATE',
                Resolved => 'DATE',
***************
*** 110,115 ****
--- 110,116 ----
  		 OPERATOR => '=',
  		 VALUE => undef,
  		 DESCRIPTION => undef,
+ 		 QUOTEVALUE => 1,
  		 @_
  	       );
     $args{'DESCRIPTION'} = "Autodescribed: ".$args{'FIELD'} .
$args{'OPERATOR'} . $args{'VALUE'},
***************
*** 1171,1176 ****
--- 1172,1178 ----
  				 ENTRYAGGREGATOR => 'AND',
  				 OPERATOR => $restriction->{'OPERATOR'},
  				 VALUE => $restriction->{'VALUE'},
+ 				 QUOTEVALUE =>
$restriction->{'QUOTEVALUE'},
  			       );
  	}
  	# }}}


From binand at gmx.net  Mon Dec 23 06:53:21 2002
From: binand at gmx.net (Binand Raj S.)
Date: Mon, 23 Dec 2002 17:23:21 +0530
Subject: [rt-users] Newbie to RT hacking - orphaned tickets
Message-ID: <20021223115321.GC4687@binand.cysphere.com>

Hi All,

I am new to RT2 hacking - just trying to get my feet wet. :)

I am trying to add a box that displays the oldest 25 unowned
tickets. I added an Elements/Orphans file, added a link in
index.html, and things are working fine so far. But I have
to hardcode the Id of Nobody in my code. :(

This is what it looks like:

<%INIT>
my $OrphanedTickets;
$OrphanedTickets = new RT::Tickets ($session{'CurrentUser'});
$OrphanedTickets->LimitOwner(VALUE => 2);
$OrphanedTickets->LimitStatus(VALUE => "new");
$OrphanedTickets->OrderBy(FIELD => 'Id', ORDER => 'ASC');
$OrphanedTickets->RowsPerPage(25);
</%INIT>

1. Why do I have to use $session{'CurrentUser'} ? Since the
list of tickets generated has nothing to do with CurrentUser
anyway. What do I use here? (I just copy/pasted that from
the MyTickets file there, btw).

2. How do I give the name ("Nobody") rather than VALUE => 2 in
the next line?

3. Does anyone have any pointers to documentation of the
RT::*.pm modules? Or is it RTFS?

RT is 2.0.13, Apache with mod_fastcgi on Redhat 7.2+updates.

Thanks,

Binand



From ssinyagin at yahoo.com  Mon Dec 23 08:51:11 2002
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Mon, 23 Dec 2002 05:51:11 -0800 (PST)
Subject: [rt-users] rtimportldap update: Unicode and group sync
Message-ID: <20021223135111.86495.qmail@web13706.mail.yahoo.com>

Hi all, 

see (hopefully the last in this year) the new update of 
LDAP user import utility, attached. 

What's new: 

1). group synchronization with --groupsync (was --groupbind before)
2). Accents and umlatus are shown (more) correctly (as tested with Perl 5.6.1
and RT 2.0.15pre1).

See the README below and the tar.gz attached. 
Jesse, please update the contrib server when you have time. 

regards, 

Stanislav

====================================================================

$Id: rtimportldap.README,v 1.5 2002/12/20 11:00:27 stsiny Exp $
------------------------------------------------------------------------------
rtimportldap.pl:
  The utility for importing the RT users from LDAP directory

Author: Stanislav Sinyagin <ssinyagin at yahoo.com>


This script is written as generic as possible, but tested
in Microsoft Active Directory/Exchange 2000 environment only.

The script does not care about passwords. Old users' passwords
are not touched, and the new users are created without password.
Apache/mod_auth_ldap may be used for user authentication against
the LDAP server.

The script is reenterable: existing users are updated,
and non-existing ones are created. Thus, it may be used
every time you make changes in your LDAP directory.

Usage: ./rtimportldap.pl options...
Options ([M] means mandatory, [O] means optional):
  --rc       filename         [O] read options from file
                                  opt=value pairs one per line
  --server   hostname         [M] LDAP server
  --port     port             [O] LDAP TCP port. Default: 389
  --ldapver  3|2              [O] LDAP version. Default: 3
  --binddn   dn               [O] Bind DN
  --bindpw   password         [O] Bind password
  --basedn   dn               [M] Base DN
  --filter   filter           [O] Search filter. Default:
         (|(objectClass=organizationalPerson)(objectClass=person))
  --uidattr  attr             [O] Username attribute. Default: 
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From darren at boston.com  Mon Dec 23 08:59:57 2002
From: darren at boston.com (darren chamberlain)
Date: Mon, 23 Dec 2002 08:59:57 -0500
Subject: [rt-users] mod_perl compiled into apache.
In-Reply-To: <1040416826.1127.55.camel@ryn>
References: <1040416826.1127.55.camel@ryn>
Message-ID: <20021223-25e4840161ef362aea6faf575a7096e9@mail.boston.com>

* Bobby Wrenn <bjwrenn at augustmail.com> [2002-12-20 15:43]:
> I'm not sure what the doc means by "apache must be compiled with
> mod_perl. mod_perl should not be compiled as a DSO".
> 
> What is a DSO?

<http://httpd.apache.org/docs/dso.html>:

  On modern Unix derivatives there exists a nifty mechanism usually called
  dynamic linking/loading of Dynamic Shared Objects (DSO) which provides a
  way to build a piece of program code in a special format for loading it
  at run-time into the address space of an executable program.

Under Apache, this lets you use LoadModule to pull in modules when you
start your httpd.

> I loaded apache-mod_perl loaded when I insalled Mandrake 9.0. But, if I
> run:
> httpd -l
> I get
> 
> Compiled-in modules:
>   http_core.c
>   mod_so.c
    ^^^^^^^^

This module loads DSO's.

If you had mod_perl built statically ("apache compiled with mod_perl"),
you would see mod_perl.c on that list, like:

$ ./httpd -l
Compiled-in modules:
  http_core.c
  mod_perl.c
  mod_so.c

(darren)

-- 
Responsible behavior is the result of a socialization process.


From JSatterfield at ciphergen.com  Mon Dec 23 11:51:12 2002
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Mon, 23 Dec 2002 08:51:12 -0800
Subject: [rt-users] Feature request.
Message-ID: <A033C4B4B90ABC4B92D2A73ED31156511304F3@EXCHANGER.ciphergen.com>

I think it would be useful to be able to use variables available to
templates in user signatures.

James.


From bjwrenn at augustmail.com  Mon Dec 23 12:08:22 2002
From: bjwrenn at augustmail.com (Bobby Wrenn)
Date: 23 Dec 2002 11:08:22 -0600
Subject: [rt-users] Apache config problem
Message-ID: <1040663302.11874.80.camel@ryn>

With the following lines in commonhttpd.conf;

PerlRequire /usr/local/rt2/bin/webmux.pl
<Location /rt2>
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>

I get the following when trying to start httpd;

[root at hylafax conf]# /etc/rc.d/init.d/httpd start
Starting httpd-perl:                                            [  OK  ]
Starting httpd: Syntax error on line 503 of /etc/httpd/conf/commonhttpd.conf:
Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module not included in the server configuration
                                                                [FAILED]

If I execute;
[root at hylafax conf]# perl /usr/local/rt2/bin/webmux.pl

I get;
Undefined subroutine &Apache::perl_hook called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 542.
BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 542.
Compilation failed in require at /usr/local/rt2/bin/webmux.pl line 20.
BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 20.

This is a fresh install on a default Mandrake 9.0 with apache mod_perl loading
as a DSO.

The install seemed to go smoothly with only after testdeps showed
all the necessary module loaded.

Any idea what I am missing?

I am not a Perl programmer (or much of any kind of programmer). I just want
Linux and Open Source in general to have a good rep. So be gentle.

I'm bumping up against a deadline and need to get this working.

TIA
Bobby



From mhershey at mhpcc.edu  Mon Dec 23 13:47:48 2002
From: mhershey at mhpcc.edu (Michele Hershey)
Date: Mon, 23 Dec 2002 08:47:48 -1000
Subject: [rt-users] Feature request.
References: <A033C4B4B90ABC4B92D2A73ED31156511304F3@EXCHANGER.ciphergen.com>
Message-ID: <3E075A54.9CE87F52@mhpcc.edu>

> Agreed!!



> I think it would be useful to be able to use variables available to
> templates in user signatures.
>
> James.
> _______________________________________________
> 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 ssinyagin at yahoo.com  Mon Dec 23 14:17:35 2002
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Mon, 23 Dec 2002 11:17:35 -0800 (PST)
Subject: [rt-users] Apache config problem
In-Reply-To: <1040663302.11874.80.camel@ryn>
Message-ID: <20021223191735.92432.qmail@web13707.mail.yahoo.com>

--- Bobby Wrenn <bjwrenn at augustmail.com> wrote:
> With the following lines in commonhttpd.conf;
> 
> PerlRequire /usr/local/rt2/bin/webmux.pl
> <Location /rt2>
>   SetHandler perl-script
>   PerlHandler RT::Mason
> </Location>
> 
> I get the following when trying to start httpd;
> 
> [root at hylafax conf]# /etc/rc.d/init.d/httpd start
> Starting httpd-perl:                                            [  OK  ]
> Starting httpd: Syntax error on line 503 of /etc/httpd/conf/commonhttpd.conf:
> Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module not included in the
> server configuration

This means your Apache did not load mod_perl for some reasons. 

Actually (I don't know why) RT manual recommends to have statically 
compiled mod_perl.

regards, 
Stan.



From lists at masonc.com  Mon Dec 23 14:17:41 2002
From: lists at masonc.com (Chris Mason)
Date: Mon, 23 Dec 2002 15:17:41 -0400
Subject: [rt-users] Keywords in requests
Message-ID: <001101c2aab7$f6c41d60$7300a8c0@poseiden>

My input comes from an online form, where visitors to the site request
availability on various villas which creates a ticket in the
reservations queue.
I have the villa name in the subject of the ticket but it would be a
nice touch to be able to add a keyword to the ticket from the incoming
request. Is there any code available to do that or similar?


Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From direkt0r99 at yahoo.com  Mon Dec 23 17:24:18 2002
From: direkt0r99 at yahoo.com (Colin B)
Date: Mon, 23 Dec 2002 14:24:18 -0800 (PST)
Subject: [rt-users] Error on make install
In-Reply-To: <20021222222405.GD472@luggage.internal.moreton.com.au>
Message-ID: <20021223222418.19557.qmail@web40105.mail.yahoo.com>

I pasted incorrectly, there is no space between the DB_RT_PASS value and the next line.  Any ideas on the error message?
 
 Phil Homewood <pdh at snapgear.com> wrote:Colin B wrote:
> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
> s'!!DB_HOST!!'"localhost"'g;\
> s'!!DB_RT_PASS!!'"**** "'g;\
> 
> s'!!DB_RT_USER!!'"rt_user"'g;\
> s'!!DB_DATABASE!!'"rt2"'g;"
> //opt/rt2/etc/acl.mysql
> Substitution replacement not terminated at -e line 1.

Remove the trailing space from the value of DB_RT_PASS in your
Makefile.
-- 
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


---------------------------------
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From pdh at snapgear.com  Mon Dec 23 17:31:01 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 24 Dec 2002 08:31:01 +1000
Subject: [rt-users] Newbie to RT hacking - orphaned tickets
In-Reply-To: <20021223115321.GC4687@binand.cysphere.com>
References: <20021223115321.GC4687@binand.cysphere.com>
Message-ID: <20021223223101.GB537@luggage.internal.moreton.com.au>

Binand Raj S. wrote:
> <%INIT>
> my $OrphanedTickets;
> $OrphanedTickets = new RT::Tickets ($session{'CurrentUser'});
> $OrphanedTickets->LimitOwner(VALUE => 2);
> $OrphanedTickets->LimitStatus(VALUE => "new");
> $OrphanedTickets->OrderBy(FIELD => 'Id', ORDER => 'ASC');
> $OrphanedTickets->RowsPerPage(25);
> </%INIT>
> 
> 1. Why do I have to use $session{'CurrentUser'} ? Since the
> list of tickets generated has nothing to do with CurrentUser
> anyway. What do I use here? (I just copy/pasted that from
> the MyTickets file there, btw).

$session{'CurrentUser'} is the correct thing to use, for
arcane reasons. (Actually, reading the code, I suspect this
is not actually used by anything, but that's not important.)

> 2. How do I give the name ("Nobody") rather than VALUE => 2 in
> the next line?

You can actually do LimitOwner(VALUE => 'Nobody'), although the
doco doesn't clearly state that you can.

> 3. Does anyone have any pointers to documentation of the
> RT::*.pm modules? Or is it RTFS?

man RT::Tickets

etc.
-- 
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 ganeshh at lateralsoftware.com  Tue Dec 24 01:10:43 2002
From: ganeshh at lateralsoftware.com (Ganeshh)
Date: Tue, 24 Dec 2002 11:40:43 +0530
Subject: [rt-users] [Ticket Status changed to Resolve]
Message-ID: <3E07FA63.5070101@lateralsoftware.com>

Dear Friends

Am using the latest version of RT, and i am running it without any 
problem.. but i have an issue....

when i resolve a ticket in a queue, i am unable to find the them...

where it is stored in the database and how will i be able to view the 
resolved ticket...

Thanks l in advance

Wish you all a Merry Xmass and New Year
Ganeshh





From bortzmeyer at nic.fr  Tue Dec 24 08:10:01 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Tue, 24 Dec 2002 14:10:01 +0100
Subject: [rt-users] LDAP auth: should I still create the users in RT even if I use WebExternalAuth?
In-Reply-To: <w52bs3ktz7u.fsf@debian.directionless.org>
References: <20021217153615.GA30742@nic.fr> <w52bs3ktz7u.fsf@debian.directionless.org>
Message-ID: <20021224131001.GA10042@nic.fr>

On Tue, Dec 17, 2002 at 07:57:41AM -0800,
 seph <seph at commerceflow.com> wrote 
 a message of 25 lines which said:

> correct. you still need to create RT users.

OK, this is what I do, now, with the excellent rtimportldap.

> I have patches that
> autocreate users using a user-defined function in config.pm. 

No thanks, I prefer to keep RT pristine: that way, when a new version
comes in, I do not have to port the patches.



From bortzmeyer at nic.fr  Tue Dec 24 08:10:47 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Tue, 24 Dec 2002 14:10:47 +0100
Subject: [rt-users] LDAP auth: should I still create the users in RT even if I use WebExternalAuth?
In-Reply-To: <20021217164504.84520.qmail@web13709.mail.yahoo.com>
References: <w52bs3ktz7u.fsf@debian.directionless.org> <20021217164504.84520.qmail@web13709.mail.yahoo.com>
Message-ID: <20021224131047.GB10042@nic.fr>

On Tue, Dec 17, 2002 at 08:45:04AM -0800,
 Stanislav Sinyagin <ssinyagin at yahoo.com> wrote 
 a message of 35 lines which said:

> rtimportldap will definetely help. That's why I created it :)

Yes. Thanks for this creation. I now use it and I'm happy with the
current setup (I will document it one day).
 


From KFerguso at chi.navtech.com  Tue Dec 24 11:59:58 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Tue, 24 Dec 2002 10:59:58 -0600
Subject: [rt-users] Error on make install
Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D928@mailman.chi.navtech.com>

Colin,
 
Phil meant remove the space within the quoted value of your DB_RT_PASS.  In
your
case, the password is "**** ". Remove the space before the end quote.
 
ttfn,
kevin
 
 

-----Original Message-----
From: Colin B [mailto:direkt0r99 at yahoo.com]
Sent: Monday, December 23, 2002 4:24 PM
To: Phil Homewood; rt-users at lists.fsck.com
Subject: Re: [rt-users] Error on make install


I pasted incorrectly, there is no space between the DB_RT_PASS value and the
next line.  Any ideas on the error message? 


 Phil Homewood <pdh at snapgear.com> wrote: 


Colin B wrote:
> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
> s'!!DB_HOST!!'"localhost"'g;\
> s'!!DB_RT_PASS!!'"**** "'g;\
> 
> s'!!DB_RT_USER!!'"rt_user"'g;\
> s'!!DB_DATABASE!!'"rt2"'g;"
> //opt/rt2/etc/acl.mysql
> Substitution replacement not terminated at -e line 1.

Remove the trailing space from the value of DB_RT_PASS in your
Makefile.
-- 
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




  _____  

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From binand at gmx.net  Thu Dec 26 01:54:21 2002
From: binand at gmx.net (Binand Raj S.)
Date: Thu, 26 Dec 2002 12:24:21 +0530
Subject: [rt-users] Migration issues with RT
Message-ID: <20021226065421.GC14541@binand.cysphere.com>

Hi,

My company moved to a new domain - from xxx.com to yyy.com. I have to
migrate my RT installation too. :(

1. What are the changes I need to make? I can see $rtname and
$Organization in config.pm. Do I have to change anywhere else? Or just
perl -pi -e 's/xxx/yyy/g' config.pm is enough?

2. Our email addresses will also change (with a forwarding to the old
address to the new address). Does this concern RT? Same question with
the RT URL.

3. Any changes to be made in database?

4. I am sure people will correspond with [xxx.com #nnn] in the subject
(at least for some time). How do I as RT to treat that as [yyy.com #nnn]?
I can ask procmail to rewrite the subject header, I guess.

In a related query, anyone ever tried migrating RT (with tickets and
scrips and everything) from MySQL to PostgreSQL? My RT database dump is
about 10 MB now.

Binand



From news-misc at ada.dhs.org  Thu Dec 26 11:21:55 2002
From: news-misc at ada.dhs.org (acli@ada.dhs.org via news-to-mail gateway)
Date: Thu, 26 Dec 2002 16:21:55 GMT
Subject: [rt-users] Re: Migration issues with RT
References: <20021226065421.GC14541@binand.cysphere.com>
Message-ID: <H7qIsJ.Hqq@ada.dhs.org>

In article <20021226065421.GC14541 at binand.cysphere.com>,
Binand Raj S. <binand at gmx.net> wrote:
>
>3. Any changes to be made in database?

Yes, you definitely have to change the Links table; I don't know if
you need to change anything in other tables.


-- 
Ambrose Li  <a.c.li at ieee.org>
http://ada.dhs.org/~acli/cmcc/  http://www.cccgt.org/

DRM is theft - We are the stakeholders


From direkt0r99 at yahoo.com  Thu Dec 26 16:21:55 2002
From: direkt0r99 at yahoo.com (Colin B)
Date: Thu, 26 Dec 2002 13:21:55 -0800 (PST)
Subject: [rt-users] Error on make install
In-Reply-To: <6F532DFDE4E2D6418E739E2494A3696735D928@mailman.chi.navtech.com>
Message-ID: <20021226212155.87187.qmail@web40109.mail.yahoo.com>

Ok I got past that point but now when I try to start
apache after adding the lines to the conf file I get
the following error.

Thu Dec 26 13:23:03 2002] [error] Can't locate
Apache/Cookie.pm in @INC (@INC contains: /opt/rt2/etc
/opt/rt2/lib
/usr/lib/perl5/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/5.8.0
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.0
/usr/lib/perl5/vendor_perl .) at
/opt/rt2/bin/webmux.pl line 80.
BEGIN failed--compilation aborted at
/opt/rt2/bin/webmux.pl line 80.
Compilation failed in require at (eval 1) line 1.

[Thu Dec 26 13:23:03 2002] [error] Can't load Perl
file: /opt/rt2/bin/webmux.pl for server
10.250.224.173:0, exiting...

Do I need to just download the appropriate perl module
that contains this file?
--- "Ferguson, Kevin" <KFerguso at chi.navtech.com>
wrote:
> Colin,
>  
> Phil meant remove the space within the quoted value
> of your DB_RT_PASS.  In
> your
> case, the password is "**** ". Remove the space
> before the end quote.
>  
> ttfn,
> kevin
>  
>  
> 
> -----Original Message-----
> From: Colin B [mailto:direkt0r99 at yahoo.com]
> Sent: Monday, December 23, 2002 4:24 PM
> To: Phil Homewood; rt-users at lists.fsck.com
> Subject: Re: [rt-users] Error on make install
> 
> 
> I pasted incorrectly, there is no space between the
> DB_RT_PASS value and the
> next line.  Any ideas on the error message? 
> 
> 
>  Phil Homewood <pdh at snapgear.com> wrote: 
> 
> 
> Colin B wrote:
> > /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
> > s'!!DB_HOST!!'"localhost"'g;\
> > s'!!DB_RT_PASS!!'"**** "'g;\
> > 
> > s'!!DB_RT_USER!!'"rt_user"'g;\
> > s'!!DB_DATABASE!!'"rt2"'g;"
> > //opt/rt2/etc/acl.mysql
> > Substitution replacement not terminated at -e line
> 1.
> 
> Remove the trailing space from the value of
> DB_RT_PASS in your
> Makefile.
> -- 
> 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
> 
> 
> 
> 
>   _____  
> 
> Do you Yahoo!?
> Yahoo! Mail 
>
<http://rd.yahoo.com/mail/mailsig/*http://mailplus.yahoo.com>
> Plus - Powerful. Affordable. Sign up
>
<http://rd.yahoo.com/mail/mailsig/*http://mailplus.yahoo.com>
> now
> 
> 


__________________________________________________
Do you Yahoo!?
Yahoo! Mail Plus - Powerful. Affordable. Sign up now.
http://mailplus.yahoo.com


From pdh at snapgear.com  Thu Dec 26 17:23:25 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 27 Dec 2002 08:23:25 +1000
Subject: [rt-users] Migration issues with RT
In-Reply-To: <20021226065421.GC14541@binand.cysphere.com>
References: <20021226065421.GC14541@binand.cysphere.com>
Message-ID: <20021226222324.GA470@luggage.internal.moreton.com.au>

Binand Raj S. wrote:
> My company moved to a new domain - from xxx.com to yyy.com. I have to
> migrate my RT installation too. :(

Fun...

> 2. Our email addresses will also change (with a forwarding to the old
> address to the new address). Does this concern RT? Same question with
> the RT URL.

Make sure you tweak the CanonicalizeAddress function in config.pm
to make RT treat old-domain addresses the same as the new ones.

> 4. I am sure people will correspond with [xxx.com #nnn] in the subject
> (at least for some time). How do I as RT to treat that as [yyy.com #nnn]?
> I can ask procmail to rewrite the subject header, I guess.

If procmail is available, use it. RT has no clean and simple way to
handle this.

(hmm... @rtnames....)
-- 
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 lynoure at otaverkko.fi  Fri Dec 27 01:06:05 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 27 Dec 2002 08:06:05 +0200
Subject: [rt-users] [Ticket Status changed to Resolve]
In-Reply-To: <3E07FA63.5070101@lateralsoftware.com>
References: <3E07FA63.5070101@lateralsoftware.com>
Message-ID: <1040969165.748.3.camel@isis>

On Tue, 2002-12-24 at 08:10, Ganeshh wrote:

> when i resolve a ticket in a queue, i am unable to find the them...
> 
> where it is stored in the database and how will i be able to view the 
> resolved ticket...

If you type the ticket number into the box in upper right corner and
press "Go to ticket", what happens?

You can also go to Search and then choose "Status is resolved". 

Hopefully you can get to your resolved tickets with either (or better
yet, both) of these.

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From joerg at die-herberts.de  Fri Dec 27 04:47:45 2002
From: joerg at die-herberts.de (Joerg Herbert)
Date: Fri, 27 Dec 2002 10:47:45 +0100
Subject: [rt-users] Problem sending over the WebUI
Message-ID: <3E0C2FD1.18741.89F011E@localhost>

Hi all,

My installed RT 2.0.14 inserts an extra newline after each line in 
Replies send over the WebUI. Where can I fix this?

-- 
Bye for now, 
Bis denne,
                   Joerg




From news-misc at ada.dhs.org  Fri Dec 27 15:46:28 2002
From: news-misc at ada.dhs.org (acli@ada.dhs.org via news-to-mail gateway)
Date: Fri, 27 Dec 2002 20:46:28 GMT
Subject: [rt-users] Secondary email addresses?
Message-ID: <H7sppG.1w1@ada.dhs.org>

Other than hacking CanonicalizeAddress in config.pm, is there
an "easier" way for me to tell RT that a user has more than 1
email address?

Thanks in advance.
-- 
Ambrose Li  <a.c.li at ieee.org>
http://ada.dhs.org/~acli/cmcc/  http://www.cccgt.org/

DRM is theft - We are the stakeholders


From Jan.Dorazil at seznam.cz  Fri Dec 27 16:33:05 2002
From: Jan.Dorazil at seznam.cz (=?iso-8859-2?Q?Jan=20Dorazil?=)
Date: Fri, 27 Dec 2002 22:33:05 +0100 (CET)
Subject: [rt-users] =?iso-8859-2?Q?Time=20worked?=
Message-ID: <19737.51855-17859-645827614-1041024785@seznam.cz>

Hi all, RT is a great product. I have only few questions. 

Is it possible to use "time worked" cell to track time spent on
request by technician? I tested it and user (customer) can change
"time worked". In worst way, they cen write negative value to this
cell.

Is it possible to implement RT in business, where customers, cant see
information about other clients - each other (included login name,
etc) ? In my opinion Self Service interface is not useful. It doesnt
list information about "new" ticket and about other ticket from same
queue (same customer organization).

Thanks for your help

Jan

______________________________________________________________________
Reklama:
Nejenom anglicko-cesky slovnik: http://slovnik.seznam.cz


From binand at gmx.net  Fri Dec 27 22:26:17 2002
From: binand at gmx.net (Binand Raj S.)
Date: Sat, 28 Dec 2002 08:56:17 +0530
Subject: [rt-users] Sqwebmail removes [...] from Subject (Interoperability between Courier and RT)
Message-ID: <20021228032617.GA22837@binand.cysphere.com>

Hi All,

Courier-MTA (http://www.courier-mta.org) is a complete email system
that my employer uses for corporate mailing.  It includes a package
called sqwebmail, a web-based email client that we have installed so
that employees can access their emails when they are out of office/slow
internet connection.

Sqwebmail, when replying to a mail, removes \[[^\]]*\] (hope I got that
correct :) from the Subject: header. The reasoning is that [...] is
used only by mailing lists; hence when replied if the reply goes back
to the mailing list the mailing list software restores the tag anyway,
and if the reply goes back to the sender the tag is nonexistent.

When I asked on courier-users whether this behaviour was configurable,
this is what I got:

<quote>
It is not wise for "ticketing systems" to mimic behavior that's been
used by mailing list processord for a long time before those "ticketign
systems" were invented.
</quote>

Is the usage of square brackets configurable in RT? (I have about a
thousand tickets now, so even if it is, its going to be hard changing
all of them, plus the extra user education).

BTW, not just RT, but many CRM packages use [...] to track tickets.
I don't think any RFC or other standard reserves that tag for mailing
lists - or is it?

Binand



From news-misc at ada.dhs.org  Sat Dec 28 03:14:52 2002
From: news-misc at ada.dhs.org (acli@ada.dhs.org via news-to-mail gateway)
Date: Sat, 28 Dec 2002 08:14:52 GMT
Subject: [rt-users] Re: Sqwebmail removes [...] from Subject (Interoperability between
 Courier and RT)
References: <20021228032617.GA22837@binand.cysphere.com>
Message-ID: <H7tLKs.645@ada.dhs.org>

In article <20021228032617.GA22837 at binand.cysphere.com>,
Binand Raj S. <binand at gmx.net> wrote:
>
>When I asked on courier-users whether this behaviour was
>configurable, this is what I got:
>
><quote>
>It is not wise for "ticketing systems" to mimic behavior that's
>been used by mailing list processord for a long time before
>those "ticketign systems" were invented.
></quote>

This statement is AFAIK false, and certainly arrogant (what
if the user puts something in square brackets? What if the
user is Swedish and the square brackets are not really square
brackets? Are humans not allowed to use square brackets in
Subject?). AFAIK, mailing lists only started using square
brackets in 1996 or so (and then the "square bracket convention"
was not even established; different lists used different formats
for tags, a lot did not use "square brackets").

Even if RT really dates back only to 1996 (the author of the
"Call Center, Bug Tracking and Project Management Tools for
Linux" page claimed that RT actually dates back to before 1995),
it already used square brackets back then (RT 1.0.0), when the
"square brackets" convention for mailing lists was still not
firmly established.

For a more concrete counterexample, we can dig up Req 1.1,
dating back to 1994 and it also already used square brackets.
AFAIK, mailing lists did not even use any tags back in 1994.

If RT 1.0.0 cannot refute the false claim that ticketing systems
using square brackets for ticket numbers are invented "after"
mailing lists' use of square brackets for tags, surely Req
1.1 (with its ancient 1994 date) can completely refute such
false claims. If I am not wrong in my dating (when mailing lists
started using tags), the evidence shows that mailing lists
started mimicking the behaviour of ticketing systems which were
then in existence, not the other way round as falsely claimed.

-- 
Ambrose Li  <a.c.li at ieee.org>
http://ada.dhs.org/~acli/cmcc/  http://www.cccgt.org/

DRM is theft - We are the stakeholders


From news-misc at ada.dhs.org  Sat Dec 28 04:19:13 2002
From: news-misc at ada.dhs.org (acli@ada.dhs.org via news-to-mail gateway)
Date: Sat, 28 Dec 2002 09:19:13 GMT
Subject: [rt-users] Re: Sqwebmail removes [...] from Subject (Interoperability between
 Courier and RT)
References: <20021228032617.GA22837@binand.cysphere.com>
Message-ID: <H7toK1.93w@ada.dhs.org>

In article <20021228032617.GA22837 at binand.cysphere.com>,
Binand Raj S. <binand at gmx.net> wrote:
>
>Sqwebmail, when replying to a mail, removes \[[^\]]*\] (hope I
>got that correct :) from the Subject: header. The reasoning is
>that [...] is used only by mailing lists; hence when replied
>if the reply goes back to the mailing list the mailing list
>software restores the tag anyway, and if the reply goes back to
>the sender the tag is nonexistent.

I dug through my old mails to see what kinds of mails have square
brackets in the Subject header. This is what I find (in chronological
order):

1. Things that people typed manually ([Q], [official], [members],
   [PATCH], [SUM], [SUMMARY], [for FIOGETOWN], [Windows 95], etc.)

2. Newsgroup voting results

3. Forwarded mails (pine, mutt, ancient versions of Netscape, etc.)

4. Parts of proper names (e.g., typo[media] 98)

5. Mailing list traffic (but not before 1996, as I mentioned in
   my other reply)

6. Ticketing systems (Bugzilla, SourceForge, RT [of course], and
   some unknown ticketing system used by the ESNIC)

I would say if Sqwebmail removes all \[[^\]]*\] in Subject, it
will definitely confuse users if they do (1) or (3) (especially
for the pathetic case of the sender user agent being, e.g.,
mutt, where the entire Subject line would disappear; obviously
the Sqwebmail user will not be very happy), or if they encounter
(4).

In any case, this clearly shows that the "[...] is used only by
mailing lists" reasoning is presumptious and entirely unfounded.



(It might be interesting to see what Sqwebmail will do when the
Subject line contains ISO-2022 or Big5 multi-byte characters
that *look* like they have [...] in them; most webmail packages
I have seen act pretty badly when fed Chinese/Japanese mails;
perhaps I should get a copy of Courier just to see what it will
do )-:




-- 
Ambrose Li  <a.c.li at ieee.org>
http://ada.dhs.org/~acli/cmcc/  http://www.cccgt.org/

DRM is theft - We are the stakeholders


From ssinyagin at yahoo.com  Sat Dec 28 07:03:43 2002
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Sat, 28 Dec 2002 04:03:43 -0800 (PST)
Subject: [rt-users] Sqwebmail removes [...] from Subject (Interoperability between Courier and RT)
In-Reply-To: <20021228032617.GA22837@binand.cysphere.com>
Message-ID: <20021228120343.53981.qmail@web13706.mail.yahoo.com>

--- "Binand Raj S." <binand at gmx.net> wrote:
> <quote>
> It is not wise for "ticketing systems" to mimic behavior that's been
> used by mailing list processord for a long time before those "ticketign
> systems" were invented.
> </quote>
> 
> Is the usage of square brackets configurable in RT? (I have about a
> thousand tickets now, so even if it is, its going to be hard changing
> all of them, plus the extra user education).

As Ambrose noted, that answer wasn't polite enough, and false. 

As for other CRM systems, I'd like to note Cisco TAC. They use 
something like 
  /Case\s+[A-Z][0-9]{6}/ 
for their mail filtering. 
So, maybe the tunable format of the subject line would be nice 
feature. 

Regards, 
Stanislav


From binand at gmx.net  Sat Dec 28 08:04:36 2002
From: binand at gmx.net (Binand Raj S.)
Date: Sat, 28 Dec 2002 18:34:36 +0530
Subject: [rt-users] Sqwebmail removes [...] from Subject (Interoperability between Courier and RT)
In-Reply-To: <20021228120343.53981.qmail@web13706.mail.yahoo.com>
References: <20021228032617.GA22837@binand.cysphere.com> <20021228120343.53981.qmail@web13706.mail.yahoo.com>
Message-ID: <20021228130436.GA24034@binand.cysphere.com>

On Sat, Dec 28, 2002 at 04:03:43AM -0800, Stanislav Sinyagin wrote:
> As for other CRM systems, I'd like to note Cisco TAC. They use 
> something like 
>   /Case\s+[A-Z][0-9]{6}/ 
> for their mail filtering. 
> So, maybe the tunable format of the subject line would be nice 
> feature. 

I think my bank (ICICI Bank) uses Siebel, and the tag is:

<AUTO> {ICICICARE#nnn-nnn-nnn}

For the first autoreply, and minus the <AUTO> for subsequent replies.
All the n's are digits.

Minus the frills, I think RT2 should allow the characters used to format
the tag to be of user's choice. {...}, <...> and (...) all should be
allowed to be used.

In fact, a printf-like format string for the tag would be a cool idea :)

$rttag = "[%r #%t]";

with %r for $rtname and %t for ticket number would get us the current
tag. The above of course, should be dumped pretty low on the wishlist.

Binand



From Weimer at CERT.Uni-Stuttgart.DE  Sat Dec 28 08:31:39 2002
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Sat, 28 Dec 2002 14:31:39 +0100
Subject: [rt-users] RT talking to RT
Message-ID: <878yya1d8k.fsf@Login.CERT.Uni-Stuttgart.DE>

We are probably an unusual RT user because a significant number of the
tickets in our RT system are created by us, for external requestors.
(When we spot a problem, we create a new RT ticket and send mail to
the responsible party.)

We have currently extended our network monitoring to detect anomalies
involving external hosts, so we send report to people who run their
own trouble ticket system (surprisingly often RT! ;-).  Some of them
discard the subject (we can fix this easily by using per-ticket email
addresses), and most of them write their own tracking number into the
subject.  The subject associated with our ticket does not contain this
tracking information, and it has to be added manually.

I think I'm going to implement the following: On ticket creation, the
requestor receives a message with a special email address which
includes the ticket ID and an additional suffix ("-first" maybe).
When the mail gateway receives a message to such an address, it checks
whether the subject of the ticket has already been changed (by
searching for such a transaction).  If no subject change occured, the
ticket subject is modified to match that of the incoming reply.

Does this seem sound?  Has anybody implemented it already? ;-)

-- 
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 Weimer at CERT.Uni-Stuttgart.DE  Sat Dec 28 09:41:13 2002
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Sat, 28 Dec 2002 15:41:13 +0100
Subject: [rt-users] Sqwebmail removes [...] from Subject
 (Interoperability between Courier and RT)
In-Reply-To: <20021228130436.GA24034@binand.cysphere.com> ("Binand Raj S."'s
 message of "Sat, 28 Dec 2002 18:34:36 +0530")
References: <20021228032617.GA22837@binand.cysphere.com>
	<20021228120343.53981.qmail@web13706.mail.yahoo.com>
	<20021228130436.GA24034@binand.cysphere.com>
Message-ID: <874r8y1a0m.fsf@Login.CERT.Uni-Stuttgart.DE>

"Binand Raj S." <binand at gmx.net> writes:

> In fact, a printf-like format string for the tag would be a cool idea :)

The problem is not the generation of these strings, but the extraction
of the ticket ID from subject strings in incoming replies.  You can
easily shoot yourself in the foot if your regexp (or another
mechanism) extracts another party's tracking number...

Better use ticket-specific email addresses.  Much less trouble. :)

-- 
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 Andreas.Hofmeister at solutions.pyramid.de  Sat Dec 28 10:59:49 2002
From: Andreas.Hofmeister at solutions.pyramid.de (Andreas Hofmeister)
Date: Sat, 28 Dec 2002 16:59:49 +0100
Subject: [rt-users] RT talking to RT
In-Reply-To: <878yya1d8k.fsf@Login.CERT.Uni-Stuttgart.DE>
References: <878yya1d8k.fsf@Login.CERT.Uni-Stuttgart.DE>
Message-ID: <3E0DCA75.7020605@solutions.pyramid.de>

Hi,

Florian Weimer wrote:

<snip>

>.When the mail gateway receives a message to such an address, it checks
>whether the subject of the ticket has already been changed (by
>searching for such a transaction).  If no subject change occured, the
>ticket subject is modified to match that of the incoming reply.
>
>Does this seem sound?  Has anybody implemented it already? ;-)
>

The problem was to get the mail from the MTA to the mailgate.  With 
postfix you could use something like "rt+1234 at example.com" as address 
and configure postfix with "recipient_delimiter = +" in main.cf . 
 Postfix then should do most recipient lookups (including aliases)   
using "rt" as local part.  Guess other MTA's can be configured simmilliar.

Ciao
  Andreas

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From Weimer at CERT.Uni-Stuttgart.DE  Sat Dec 28 11:28:20 2002
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Sat, 28 Dec 2002 17:28:20 +0100
Subject: [rt-users] RT talking to RT
In-Reply-To: <3E0DCA75.7020605@solutions.pyramid.de> (Andreas Hofmeister's
 message of "Sat, 28 Dec 2002 16:59:49 +0100")
References: <878yya1d8k.fsf@Login.CERT.Uni-Stuttgart.DE>
	<3E0DCA75.7020605@solutions.pyramid.de>
Message-ID: <871y421523.fsf@Login.CERT.Uni-Stuttgart.DE>

Andreas Hofmeister <Andreas.Hofmeister at solutions.pyramid.de> writes:

>>Does this seem sound?  Has anybody implemented it already? ;-)

> The problem was to get the mail from the MTA to the mailgate.

This is, actually, the trivial part.  Our Exim routers looks like
this:

# If the local part is a number, or a number followed by either
# "-comment" or "-bounce", this is mail for a specific ticket.

rt_ticket:
  domains = +rt_domains
  driver = accept
  local_part_suffix = -comment : -bounce
  local_part_suffix_optional
  condition = ${if match{$local_part}{^[0-9]+\$}{yes}{no}}
  transport = rt_ticket_transport

# Some people write "-comments", erroneously.

rt_ticket_comments:
  domains = +rt_domains
  driver = redirect
  local_part_suffix = -comments
  data = $local_part-comment@$domain

# All other mail is for some queue, possibly a comment.

rt_queue:
  domains = +rt_domains
  driver = accept
  local_part_suffix = -comment
  local_part_suffix_optional
  condition = ${if match{$local_part}{^[a-z\\-]+\$}{yes}{no}}
  transport = rt_queue_transport

Obviously, you have to use a dedicated domain to make the last one
work, and you have to catch the well-known mailboxes (such as
"postmaster") earlier.

-- 
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 Andreas.Hofmeister at solutions.pyramid.de  Sat Dec 28 12:16:12 2002
From: Andreas.Hofmeister at solutions.pyramid.de (Andreas Hofmeister)
Date: Sat, 28 Dec 2002 18:16:12 +0100
Subject: [rt-users] RT talking to RT
In-Reply-To: <871y421523.fsf@Login.CERT.Uni-Stuttgart.DE>
References: <878yya1d8k.fsf@Login.CERT.Uni-Stuttgart.DE>	<3E0DCA75.7020605@solutions.pyramid.de> <871y421523.fsf@Login.CERT.Uni-Stuttgart.DE>
Message-ID: <3E0DDC5C.4020603@solutions.pyramid.de>

Florian Weimer wrote:

>Andreas Hofmeister <Andreas.Hofmeister at solutions.pyramid.de> writes:
>  
>
>>>Does this seem sound?  Has anybody implemented it already? ;-)
>>>      
>>>
>>The problem was to get the mail from the MTA to the mailgate.
>>    
>>
>
>This is, actually, the trivial part.  Our Exim routers looks like
>this:
>
<snip>

Mhh, one could do similar things with regex virtual domain 'tables' in 
postfix. However, you can not use pcre's for aliases with postfix, so 
postfix users had to use virtual domains to use your nice  extension :-(  

Ciao
  Andreas

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From jesse at bestpractical.com  Sat Dec 28 12:33:14 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 28 Dec 2002 12:33:14 -0500
Subject: [rt-users] RT talking to RT
In-Reply-To: <3E0DDC5C.4020603@solutions.pyramid.de>
References: <878yya1d8k.fsf@Login.CERT.Uni-Stuttgart.DE> <3E0DCA75.7020605@solutions.pyramid.de> <871y421523.fsf@Login.CERT.Uni-Stuttgart.DE> <3E0DDC5C.4020603@solutions.pyramid.de>
Message-ID: <20021228173314.GH19152@pallas.fsck.com>

> Mhh, one could do similar things with regex virtual domain 'tables' in 
> postfix. However, you can not use pcre's for aliases with postfix, so 
> postfix users had to use virtual domains to use your nice  extension :-(  

In fact, rt.cpan.org does just that.  I have a virtual map of type
"regexp" that looks like this:

/^comment-(.*)@rt.cpan.org$/ cpan-comment+$1 at pallas.eruditorum.org
/^comment(.*)@bugs.cpan.org$/ cpan-comment+$1 at pallas.eruditorum.org
/^comment-(.*)@rt-cpan.fsck.com$/ cpan-comment+$1 at pallas.eruditorum.org
/^bug-(.*)@rt.cpan.org$/ cpan-bug+$1 at pallas.eruditorum.org
/^bug-(.*)@bugs.cpan.org$/ cpan-bug+$1 at pallas.eruditorum.org
/^bug-(.*)@rt-cpan.fsck.com$/ cpan-bug+$1 at pallas.eruditorum.org

and lines in /etc/aliases that look like this:

cpan-bug: "|/opt/rt-cpan/bin/mailaudit /opt/rt-cpan/bin/rt-mailgate --queue-from-extension --action 'correspond'"
cpan-comment: "|/opt/rt-cpan/bin/mailaudit /opt/rt-cpan/bin/rt-mailgate --queue-from-extension --action 'comment'"

But yes, the hard part here is keeping track of the remote ticket ID, so
that you don't accidentally create a bunch of tickets at the remote
site.  If everyone used ticket-specific addresses, it would be easy.

But florian's idea of setting up a scrip to scrape subject changes from
autreplies seems clever enough to deal with most sites. I'd love to see
the scrip used to implement that.

	Best,
	Jesse

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


From Weimer at CERT.Uni-Stuttgart.DE  Sat Dec 28 12:41:51 2002
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Sat, 28 Dec 2002 18:41:51 +0100
Subject: [rt-users] RT talking to RT
In-Reply-To: <20021228173314.GH19152@pallas.fsck.com> (Jesse Vincent's
 message of "Sat, 28 Dec 2002 12:33:14 -0500")
References: <878yya1d8k.fsf@Login.CERT.Uni-Stuttgart.DE>
	<3E0DCA75.7020605@solutions.pyramid.de>
	<871y421523.fsf@Login.CERT.Uni-Stuttgart.DE>
	<3E0DDC5C.4020603@solutions.pyramid.de>
	<20021228173314.GH19152@pallas.fsck.com>
Message-ID: <87u1gyyra8.fsf@Login.CERT.Uni-Stuttgart.DE>

Jesse Vincent <jesse at bestpractical.com> writes:

> But yes, the hard part here is keeping track of the remote ticket ID, so
> that you don't accidentally create a bunch of tickets at the remote
> site.  If everyone used ticket-specific addresses, it would be easy.

Well, no.  You would have to reset the requestor, which is even more
troublesome: you might leak your conversation to unauthorized third
parties.

-- 
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 news-misc at ada.dhs.org  Sat Dec 28 15:59:00 2002
From: news-misc at ada.dhs.org (acli@ada.dhs.org via news-to-mail gateway)
Date: Sat, 28 Dec 2002 20:59:00 GMT
Subject: [rt-users] Re: Sqwebmail removes [...] from Subject (Interoperability
 between Courier and RT)
References: <20021228032617.GA22837@binand.cysphere.com> <20021228130436.GA24034@binand.cysphere.com> <20021228130436.GA24034@binand.cysphere.com> <874r8y1a0m.fsf@Login.CERT.Uni-Stuttgart.DE>
Message-ID: <H7uKyC.6x3@ada.dhs.org>

In article <874r8y1a0m.fsf at Login.CERT.Uni-Stuttgart.DE>, Florian
Weimer <Weimer at CERT.Uni-Stuttgart.DE> wrote:

>The problem is not the generation of these strings, but the
>extraction of the ticket ID from subject strings in incoming
>replies.  You can easily shoot yourself in the foot if your
>regexp (or another mechanism) extracts another party's tracking
>number...
>
>Better use ticket-specific email addresses.  Much less trouble.
>:)

Ah, but ticket-specific email addresses would mean having to
hack crossbar.cf, or is it aliases.cf, or is it some other zmsh
script?  I don't even have a clue :-)


-- 
Ambrose Li  <a.c.li at ieee.org>
http://ada.dhs.org/~acli/cmcc/  http://www.cccgt.org/

DRM is theft - We are the stakeholders


From seph at commerceflow.com  Sun Dec 29 00:38:39 2002
From: seph at commerceflow.com (seph)
Date: Sat, 28 Dec 2002 21:38:39 -0800
Subject: [rt-users] Re: Sqwebmail removes [...] from Subject
 (Interoperability between Courier and RT)
In-Reply-To: <H7uKyC.6x3@ada.dhs.org> ("acli@ada.dhs.org via news-to-mail
 gateway"'s message of "Sat, 28 Dec 2002 20:59:00 GMT")
References: <20021228032617.GA22837@binand.cysphere.com>
	<20021228130436.GA24034@binand.cysphere.com>
	<20021228130436.GA24034@binand.cysphere.com>
	<874r8y1a0m.fsf@Login.CERT.Uni-Stuttgart.DE> <H7uKyC.6x3@ada.dhs.org>
Message-ID: <w52wultqt9c.fsf@debian.directionless.org>

"acli at ada.dhs.org via news-to-mail gateway" <news-misc at ada.dhs.org> writes:

> In article <874r8y1a0m.fsf at Login.CERT.Uni-Stuttgart.DE>, Florian
> Weimer <Weimer at CERT.Uni-Stuttgart.DE> wrote:
>
>>Better use ticket-specific email addresses.  Much less trouble.
>>:)
>
> Ah, but ticket-specific email addresses would mean having to
> hack crossbar.cf, or is it aliases.cf, or is it some other zmsh
> script?  I don't even have a clue :-)

nah, it's much easier than that. At a very simple level, you could use
a domain for your tickets (ticketnum at tickets.example.com). The major
MTAs should handle this. If you really didn't want to, it's pretty
easy to get the major MTAs to send everything matching a simple
pattern to a host (ticket+ticketnum at example.com)

seph


From news-misc at ada.dhs.org  Sun Dec 29 02:59:21 2002
From: news-misc at ada.dhs.org (acli@ada.dhs.org via news-to-mail gateway)
Date: Sun, 29 Dec 2002 07:59:21 GMT
Subject: [rt-users] Re: Re: Sqwebmail removes [...] from Subject (Interoperability
 between Courier and RT)
References: <20021228032617.GA22837@binand.cysphere.com> <H7uKyC.6x3@ada.dhs.org> <H7uKyC.6x3@ada.dhs.org> <w52wultqt9c.fsf@debian.directionless.org>
Message-ID: <H7vFIx.4pp@ada.dhs.org>

In article <w52wultqt9c.fsf at debian.directionless.org>, seph
<seph at commerceflow.com> wrote:

>Ambrose Li <acli at ada.dhs.org> wrote:
>
>> Ah, but ticket-specific email addresses would mean having to
>> hack crossbar.cf, or is it aliases.cf, or is it some other
>> zmsh script?  I don't even have a clue :-)
>
>nah, it's much easier than that. At a very simple
>level, you could use a domain for your tickets
>(ticketnum at tickets.example.com). The major MTAs should handle
>this. If you really didn't want to, it's pretty easy to get the
>major MTAs to send everything matching a simple pattern to a
>host (ticket+ticketnum at example.com)

Ah, for my MTA I really have to hack some, and I found that the
file to hack is aliases.cf, though the hacking is much easier
than I thought.

The hack is basically finished; I'll post it after I make sure
it works exactly the way I want it to work.

-- 
Ambrose Li  <a.c.li at ieee.org>
http://ada.dhs.org/~acli/cmcc/  http://www.cccgt.org/

DRM is theft - We are the stakeholders


From ron at shunra.com  Sun Dec 29 07:34:34 2002
From: ron at shunra.com (Ron Gidron)
Date: Sun, 29 Dec 2002 14:34:34 +0200
Subject: [rt-users] Not recieving email notifications
Message-ID: <3E0EEBDA.6020607@shunra.com>

Hello all,

A couple of weeks ago I installed RT on a demo machine for a pressantation to my companies management team.
I now have a setup which seams to work OK but I am not getting any email from the system (such as an auto reply
message or so..), if I send email to the rt mail address I do see the tickets being created but I do not get any
messages sent back to me from the server. how can I debug this? where so I start looking?


-- 
Best Regards,
Ron Gidron.
Customer Support Manager - SHUNRA Ltd.
mailto: ron.gidron at shunra.com
Phone: +972 9 7643750
Mobile: +972 54 792469



From b.boksa at sidebysite.de  Sun Dec 29 07:44:15 2002
From: b.boksa at sidebysite.de (Benjamin Boksa)
Date: Sun, 29 Dec 2002 13:44:15 +0100
Subject: [rt-users] Not recieving email notifications
In-Reply-To: <3E0EEBDA.6020607@shunra.com>
Message-ID: <3D40D03A-1B2B-11D7-AA48-00039310C34C@sidebysite.de>

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

Hi.

> where so I start looking?

http://fsck.com/rtfm/article.html?id=4#23 might be a good place.

Regards,

Benne
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Z1Amw3i/VXQX7uexT7XytjQ=
=lDXT
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From ron at shunra.com  Sun Dec 29 08:05:51 2002
From: ron at shunra.com (Ron Gidron)
Date: Sun, 29 Dec 2002 15:05:51 +0200
Subject: [rt-users] Not recieving email notifications
In-Reply-To: <3D40D03A-1B2B-11D7-AA48-00039310C34C@sidebysite.de>
References: <3D40D03A-1B2B-11D7-AA48-00039310C34C@sidebysite.de>
Message-ID: <3E0EF32F.2020303@shunra.com>

10'x Benne,

I have read the entire manual, but I am not sure I can find the answer 
to my question there.
my problem is that I installed RT and I am not getting the auto reply 
email that I was expecting (although by default my queue does define an 
autoreplyOnTicketCreate with Auto reply template..) and I am not sure 
where things get stuck, wither RT is even trying to send the email or 
not, my rt logs are empty.. (I am using sendmail on a linux mandrake 9.0 
with, RT uses apache_mod_perl)
just as a reminder, the email I am sending (for example to 
support at example.com) is getting to the system and I can see the new 
ticket but I do not get the reply Email...

Regards and a happy new year,
Ron.

Benjamin Boksa wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Hi.
>
>> where so I start looking?
>
>
> http://fsck.com/rtfm/article.html?id=4#23 might be a good place.
>
> Regards,
>
> Benne
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.0.7 (Darwin)
>
> iD8DBQE+Du4jR5U9XkJXZKwRAp7sAJ9NuiMUKe2t29sZ/68JGXQR4NagAgCfXB+k
> Z1Amw3i/VXQX7uexT7XytjQ=
> =lDXT
> -----END PGP SIGNATURE-----
>
> _______________________________________________
> 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
>
>

-- 
Best Regards,
Ron Gidron.
Customer Support Manager - SHUNRA Ltd.
mailto: ron.gidron at shunra.com
Phone: +972 9 7643750
Mobile: +972 54 792469




From b.boksa at sidebysite.de  Sun Dec 29 08:38:14 2002
From: b.boksa at sidebysite.de (Benjamin Boksa)
Date: Sun, 29 Dec 2002 14:38:14 +0100
Subject: [rt-users] Not recieving email notifications
In-Reply-To: <3E0EF32F.2020303@shunra.com>
Message-ID: <C7F068DC-1B32-11D7-AA48-00039310C34C@sidebysite.de>

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

Hi Ron,

what about the logs of your MTA? Have you looked up the sendmail stuff 
in config.pm? Just some quick guesses...

Regards and a happy new year to you as well,

Benne


Am Sonntag, 29.12.02, um 14:05 Uhr (Europe/Berlin) schrieb Ron Gidron:

> 10'x Benne,
>
> I have read the entire manual, but I am not sure I can find the answer 
> to my question there.
> my problem is that I installed RT and I am not getting the auto reply 
> email that I was expecting (although by default my queue does define 
> an autoreplyOnTicketCreate with Auto reply template..) and I am not 
> sure where things get stuck, wither RT is even trying to send the 
> email or not, my rt logs are empty.. (I am using sendmail on a linux 
> mandrake 9.0 with, RT uses apache_mod_perl)
> just as a reminder, the email I am sending (for example to 
> support at example.com) is getting to the system and I can see the new 
> ticket but I do not get the reply Email...
>
> Regards and a happy new year,
> Ron.
>
> Benjamin Boksa wrote:
>
>> -----BEGIN PGP SIGNED MESSAGE-----
>> Hash: SHA1
>>
>> Hi.
>>
>>> where so I start looking?
>>
>>
>> http://fsck.com/rtfm/article.html?id=4#23 might be a good place.
>>
>> Regards,
>>
>> Benne
>> -----BEGIN PGP SIGNATURE-----
>> Version: GnuPG v1.0.7 (Darwin)
>>
>> iD8DBQE+Du4jR5U9XkJXZKwRAp7sAJ9NuiMUKe2t29sZ/68JGXQR4NagAgCfXB+k
>> Z1Amw3i/VXQX7uexT7XytjQ=
>> =lDXT
>> -----END PGP SIGNATURE-----
>>
>> _______________________________________________
>> 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
>>
>>
>
> -- 
> Best Regards,
> Ron Gidron.
> Customer Support Manager - SHUNRA Ltd.
> mailto: ron.gidron at shunra.com
> Phone: +972 9 7643750
> Mobile: +972 54 792469
>
>
> _______________________________________________
> 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 ssinyagin at yahoo.com  Sun Dec 29 09:38:16 2002
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Sun, 29 Dec 2002 06:38:16 -0800 (PST)
Subject: [rt-users] Not recieving email notifications
In-Reply-To: <3E0EF32F.2020303@shunra.com>
Message-ID: <20021229143816.12168.qmail@web13704.mail.yahoo.com>

--- Ron Gidron <ron at shunra.com> wrote:
> my problem is that I installed RT and I am not getting the auto reply 
> email that I was expecting (although by default my queue does define an 
> autoreplyOnTicketCreate with Auto reply template..) and I am not sure 
> where things get stuck, wither RT is even trying to send the email or 
> not, my rt logs are empty.. (I am using sendmail on a linux mandrake 9.0 
> with, RT uses apache_mod_perl)
> just as a reminder, the email I am sending (for example to 
> support at example.com) is getting to the system and I can see the new 
> ticket but I do not get the reply Email...

Verify the value of $SendmailPath in your etc/config.pm.
It should point to your MTA executable.
If it doesn't, RT silently ignores the error.






From lists at flothow.de  Sun Dec 29 10:52:59 2002
From: lists at flothow.de (Sebastian Flothow)
Date: Sun, 29 Dec 2002 16:52:59 +0100
Subject: [rt-users] WebUI doesn't remove newlines from subject
Message-ID: <9B1CBF72-1B45-11D7-B4CE-000393B2BB20@flothow.de>

When creating tickets in the WebUI, trailing newlines don't get chomped 
off the subject line. (Entering a newline happens easily when you're 
copy-and-pasting from a text file.)

In the mail sent by RT, this newline then somehow ends up after the 
headers generated by RT itself, but before the headers generated by my 
templates, so the receiving MUA treats them as part of the body (except 
for Outlook[TM], which turns the whole message into an attachment and 
displays some rubbish about the message containing invalid characters).

This is with RT 2.0.13 - has this been fixed in a newer release?
If not, can someone reproduce this problem?


Sebastian

--
Sebastian Flothow
sebastian at flothow.de
#include <stddisclaimer.h>



From harald.kollera at fun.de  Mon Dec 30 04:05:56 2002
From: harald.kollera at fun.de (Harald Kollera)
Date: 30 Dec 2002 10:05:56 +0100
Subject: [rt-users] Time worked
In-Reply-To: <19737.51855-17859-645827614-1041024785@seznam.cz>
References: <19737.51855-17859-645827614-1041024785@seznam.cz>
Message-ID: <1041239156.28406.9.camel@kamel>

Hi Jan,

On Fri, 2002-12-27 at 22:33, Jan Dorazil wrote:
> Hi all, RT is a great product. I have only few questions. 
> 
> Is it possible to use "time worked" cell to track time spent on
> request by technician? I tested it and user (customer) can change
> "time worked". In worst way, they cen write negative value to this
> cell.
If a customer has the right to create a ticket, but not to modify, he is
not able to change things later. Only the owner should be able to do
this. We normally describe the ACLs on a group level with customer
groups and internal user groups (= possible owners).
 
> Is it possible to implement RT in business, where customers, cant see
> information about other clients - each other (included login name,
> etc) ? In my opinion Self Service interface is not useful. It doesnt
> list information about "new" ticket and about other ticket from same
> queue (same customer organization).

Try the GroupService from the contrib sources. There you have the
possibility to group external users, so that they can see all tickets of
their group, but not that of other customers or internal ones.

With regards,
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/



From lynoure at otaverkko.fi  Mon Dec 30 06:02:51 2002
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 30 Dec 2002 13:02:51 +0200
Subject: [rt-users] Resending autoreply
Message-ID: <1041246171.1223.2.camel@isis>

Sometimes a support request is sent to a support person and the support
person forwards the request to RT. In that case the autoreply goest to
the support person and the actual requestor will be left without. Same
thing happens when a requestor is added to an existing ticket. Is there
a way for resending the autoreply message to requestors?

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From ron at shunra.com  Mon Dec 30 12:33:47 2002
From: ron at shunra.com (Ron Gidron)
Date: Mon, 30 Dec 2002 19:33:47 +0200
Subject: [rt-users] Installing the Cozens Statistics Package
In-Reply-To: <0B7E98FA-15C7-11D7-9677-00039310C34C@sidebysite.de>
References: <0B7E98FA-15C7-11D7-9677-00039310C34C@sidebysite.de>
Message-ID: <3E10837B.3020507@shunra.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20021230/29ef32ef/attachment.htm>

From danielf at supportteam.net  Mon Dec 30 12:59:19 2002
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Mon, 30 Dec 2002 11:59:19 -0600
Subject: [rt-users] Mail loop
Message-ID: <200212301159.19725.danielf@supportteam.net>

Has anyone on this list run into a mail loop with another autoresponder. 

Is there someway to setup RT or Sendmail to detect the loop and stop sending 
mail to the autoresponder. 

TIA


-- 
Daniel Fairchild - Chief Security Engineer | danielf at supportteam.net


From khera at kcilink.com  Mon Dec 30 16:05:57 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 30 Dec 2002 16:05:57 -0500
Subject: [rt-users] Mail loop
In-Reply-To: <200212301159.19725.danielf@supportteam.net>
References: <200212301159.19725.danielf@supportteam.net>
Message-ID: <15888.46389.380131.964378@onceler.kciLink.com>

>>>>> "DFCSE" == Daniel F Chief Security Engineer <-" <danielf at supportteam.net>> writes:

DFCSE> Has anyone on this list run into a mail loop with another
DFCSE> autoresponder.  Is there someway to setup RT or Sendmail to
DFCSE> detect the loop and stop sending mail to the autoresponder.

What version of RT?

I actually had some Klez variang hit my support queue with the return
address as the other address to which it listens, resulting in about
45,000+ attachments to one particular ticket, and a very full mail
queue and mailboxes for the admins.  Not a pretty sight.

It turned out to be a bug in the 2.0.14 loop detector (or somewhere
along the chain of code that comprizes it.)

Now, if this autoresponder discards the entire original mail and
creates a new one with its contents, then you're hosed.  There's no
way to detect that it was in response to something you sent...

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 pdh at snapgear.com  Mon Dec 30 17:25:08 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 31 Dec 2002 08:25:08 +1000
Subject: [rt-users] Mail loop
In-Reply-To: <15888.46389.380131.964378@onceler.kciLink.com>
References: <200212301159.19725.danielf@supportteam.net> <15888.46389.380131.964378@onceler.kciLink.com>
Message-ID: <20021230222508.GD446@luggage.internal.moreton.com.au>

Vivek Khera wrote:
> Now, if this autoresponder discards the entire original mail and
> creates a new one with its contents, then you're hosed.  There's no
> way to detect that it was in response to something you sent...

... but you're still not completely hosed. See

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

and

http://www.fsck.com/pub/rt/contrib/2.0/AutoReplySquelch.tgz
-- 
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 Dec 30 17:39:13 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 31 Dec 2002 08:39:13 +1000
Subject: [rt-users] Resending autoreply
In-Reply-To: <1041246171.1223.2.camel@isis>
References: <1041246171.1223.2.camel@isis>
Message-ID: <20021230223912.GE446@luggage.internal.moreton.com.au>

Lynoure Rajam?ki wrote:
> Sometimes a support request is sent to a support person and the support
> person forwards the request to RT. In that case the autoreply goest to
> the support person and the actual requestor will be left without.

If your MUA supports it, "bounce" the request to RT instead of
forwarding it. RT will see it as though it came direct from the
requestor.

> Same
> thing happens when a requestor is added to an existing ticket. Is there
> a way for resending the autoreply message to requestors?

I can't think of any simple way to do this on requestor
addition, but that's not to say it can't be done...
-- 
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 jewells at jmfinc.com  Mon Dec 30 18:53:21 2002
From: jewells at jmfinc.com (Joe Wells)
Date: 30 Dec 2002 17:53:21 -0600
Subject: [rt-users] Attachment help, please
Message-ID: <1041292400.343.59.camel@joe>

Hello all,

I've recently setup RT 2.0.15 on Redhat 7.3 with Apache 1.3.27 and MySQL
3.23.49. Everything seems OK, except that attachments don't appear in
any tickets.

If I add a comment to a ticket via WebRT, and specify a file in the
Attach: field, nothing is added to the ticket (not even a blank entry).
Even if I use a tiny (3 byte) text file. If I use command-line rt with
the --source switch, same result.

I have set-variable = max_allowed_packet=16M in my.cnf and I have
verified that this is taking effect via mysqladmin. I have
$MaxAttachmentSize = 16000000; in config.pm. I set both
$TruncateLongAttachments and $DropLongAttachments to 1 (not at the same
time, though).

I don't find any obviously related error messages in my MySQL or Apache
logs. The RT log is particularly sparse. There isn't much there at all. 

Adding comments with text typed directly in works OK. I don't have a
mail-gateway up and running, so I don't know if it would work that way.

Any thoughts? What have I messed up here?

Many thanks,
Joe Wells



From cpacheco at planninggroup.com  Mon Dec 30 19:03:24 2002
From: cpacheco at planninggroup.com (Christen R. Pacheco)
Date: Mon, 30 Dec 2002 19:03:24 -0500
Subject: [rt-users] Httpd Start up error
Message-ID: <CEBFFE920CB81046ABFCB5DD0E4727E1361A3D@pgiexch2.headquarters.planninggroup.net>

Team, 
I needed to move my RT to a bigger better box because so many people are
using it now and after installing and doing a manual install of the RT
system I moved my files over to the new box and exported/imported the
database.  Everything seemed to go good but when I restart the httpd
service I now get this error you see below and I have been looking at it
for 2 days now with no avail... Could some one lend a hand and point me
in the right direction... I can feel I am almost there with the
migration... Let me know thanks, 
Christen
 
 
 
[root at rt root]# /etc/init.d/httpd start
Starting httpd: Variable "$m" is not imported at /opt/rt2/bin/webmux.pl
line 94.
[Mon Dec 30 19:00:25 2002] [error] Global symbol "$m" requires explicit
package name at /opt/rt2/bin/webmux.pl line 94.
Compilation failed in require at (eval 8) line 1.
 
Syntax error on line 1018 of /etc/httpd/conf/httpd.conf:
Global symbol "$m" requires explicit package name at
/opt/rt2/bin/webmux.pl line 94.
Compilation failed in require at (eval 8) line 1.
 
                                                           [FAILED]
[root at rt root]# Dec 30 19:00:25 rt httpd: Variable "$m" is not imported
at /opt/rt2/bin/webmux.pl line 94.
Dec 30 19:00:25 rt httpd: [Mon Dec 30 19:00:25 2002] [error] Global
symbol "$m" requires explicit package name at /opt/rt2/bin/webmux.pl
line 94.
Dec 30 19:00:25 rt httpd: Compilation failed in require at (eval 8) line
1.
Dec 30 19:00:25 rt httpd:
Dec 30 19:00:25 rt httpd: Syntax error on line 1018 of
/etc/httpd/conf/httpd.conf:
Dec 30 19:00:25 rt httpd: Global symbol "$m" requires explicit package
name at /opt/rt2/bin/webmux.pl line 94.
Dec 30 19:00:25 rt httpd: Compilation failed in require at (eval 8) line
1.
Dec 30 19:00:25 rt httpd:
Dec 30 19:00:25 rt httpd: httpd startup failed
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From seph at commerceflow.com  Mon Dec 30 22:03:37 2002
From: seph at commerceflow.com (seph)
Date: Mon, 30 Dec 2002 19:03:37 -0800
Subject: [rt-users] Resending autoreply
In-Reply-To: <20021230223912.GE446@luggage.internal.moreton.com.au> (Phil
 Homewood's message of "Tue, 31 Dec 2002 08:39:13 +1000")
References: <1041246171.1223.2.camel@isis>
	<20021230223912.GE446@luggage.internal.moreton.com.au>
Message-ID: <w52bs32rit2.fsf@commerceflow.com>

>> Sometimes a support request is sent to a support person and the support
>> person forwards the request to RT. In that case the autoreply goest to
>> the support person and the actual requestor will be left without.
>
> If your MUA supports it, "bounce" the request to RT instead of
> forwarding it. RT will see it as though it came direct from the
> requestor.

This is sometimes called "redistributed".  You could probably do
somehting sneaky with a weird header and procmail, or maybe the
extended mailgate way.

seph


From bradh at bigpond.net.au  Mon Dec 30 23:38:21 2002
From: bradh at bigpond.net.au (Brad Horrocks)
Date: Tue, 31 Dec 2002 14:38:21 +1000
Subject: [rt-users] Httpd Start up error
In-Reply-To: <CEBFFE920CB81046ABFCB5DD0E4727E1361A3D@pgiexch2.headquarters.planninggroup.net>
Message-ID: <NDBBLKBOMLJCIJKBAGGHAEOKKOAA.bradh@bigpond.net.au>

I recently had the same problem and took a little while to figure it out.
But the archives saved me !!!
If you look at
http://fsck.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520Installation.d
oc the answer is in there.

It all revolves around the version of mason you are using.

Regards
Brad

  -----Original Message-----
  From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Christen R. Pacheco
  Sent: Tuesday, 31 December 2002 10:03 AM
  To: rt-users at lists.fsck.com
  Subject: [rt-users] Httpd Start up error


  Team,

  I needed to move my RT to a bigger better box because so many people are
using it now and after installing and doing a manual install of the RT
system I moved my files over to the new box and exported/imported the
database.  Everything seemed to go good but when I restart the httpd service
I now get this error you see below and I have been looking at it for 2 days
now with no avail. Could some one lend a hand and point me in the right
direction. I can feel I am almost there with the migration. Let me know
thanks,

  Christen







  [root at rt root]# /etc/init.d/httpd start

  Starting httpd: Variable "$m" is not imported at /opt/rt2/bin/webmux.pl
line 94.

  [Mon Dec 30 19:00:25 2002] [error] Global symbol "$m" requires explicit
package name at /opt/rt2/bin/webmux.pl line 94.

  Compilation failed in require at (eval 8) line 1.



  Syntax error on line 1018 of /etc/httpd/conf/httpd.conf:

  Global symbol "$m" requires explicit package name at
/opt/rt2/bin/webmux.pl line 94.

  Compilation failed in require at (eval 8) line 1.



                                                             [FAILED]

  [root at rt root]# Dec 30 19:00:25 rt httpd: Variable "$m" is not imported at
/opt/rt2/bin/webmux.pl line 94.

  Dec 30 19:00:25 rt httpd: [Mon Dec 30 19:00:25 2002] [error] Global symbol
"$m" requires explicit package name at /opt/rt2/bin/webmux.pl line 94.

  Dec 30 19:00:25 rt httpd: Compilation failed in require at (eval 8) line
1.

  Dec 30 19:00:25 rt httpd:

  Dec 30 19:00:25 rt httpd: Syntax error on line 1018 of
/etc/httpd/conf/httpd.conf:

  Dec 30 19:00:25 rt httpd: Global symbol "$m" requires explicit package
name at /opt/rt2/bin/webmux.pl line 94.

  Dec 30 19:00:25 rt httpd: Compilation failed in require at (eval 8) line
1.

  Dec 30 19:00:25 rt httpd:

  Dec 30 19:00:25 rt httpd: httpd startup failed
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From jmc at lumasis.com  Tue Dec 31 00:16:22 2002
From: jmc at lumasis.com (Jacob Cazzell)
Date: Tue, 31 Dec 2002 00:16:22 -0500
Subject: [rt-users] Watchers (AdminCc) question
Message-ID: <5.1.1.6.0.20021231001409.0470b200@imap2.lumasis.com>

I have RT installed and running nicely.  I'm having a problem setting up an 
AdminCc watcher to get notified on creation of new tickets.

I've read the manual a few times and searched through the mailing list 
archives to no avail.  I'm hoping that someone can post a quick little 
tutorial that will walk me through getting one of my RT users setup to be 
the default AdminCc watcher for one of my Queues (assuming that RT will set 
this value automatically on creation of new tickets).

If anyone can help me out, I would GREATLY appreciate it!

Thank you!

Jacob
jmc at lumasis.com



From rthompson at interpublic.com  Tue Dec 31 10:00:03 2002
From: rthompson at interpublic.com (Ray Thompson)
Date: Tue, 31 Dec 2002 09:00:03 -0600
Subject: [rt-users] Watchers (AdminCc) question
Message-ID: <H7ZO6G00.V0J@omamail1.truenorth.com>

Under Configuration-->Queues-->Watchers add your AdminCC
Under Configuration-->Queues-->Scrips or Configuration-->Global-->Scrips add "OnCreate NotifyAdminCcs with template Transaction"

Ray

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Jacob Cazzell
Sent: Monday, December 30, 2002 11:16 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Watchers (AdminCc) question


I have RT installed and running nicely.  I'm having a problem setting up an 
AdminCc watcher to get notified on creation of new tickets.

I've read the manual a few times and searched through the mailing list 
archives to no avail.  I'm hoping that someone can post a quick little 
tutorial that will walk me through getting one of my RT users setup to be 
the default AdminCc watcher for one of my Queues (assuming that RT will set 
this value automatically on creation of new tickets).

If anyone can help me out, I would GREATLY appreciate it!

Thank you!

Jacob
jmc at lumasis.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 cpacheco at planninggroup.com  Tue Dec 31 11:30:00 2002
From: cpacheco at planninggroup.com (Christen R. Pacheco)
Date: Tue, 31 Dec 2002 11:30:00 -0500
Subject: [rt-users] Httpd Start up error
Message-ID: <CEBFFE920CB81046ABFCB5DD0E4727E1361A3E@pgiexch2.headquarters.planninggroup.net>

That was it... thanks for the help got the right mason ver in and all is
up and running now... The conversion is complete... Thanks again!!!
 
-----Original Message-----
From: Brad Horrocks [mailto:bradh at bigpond.net.au] 
Sent: Monday, December 30, 2002 11:38 PM
To: Christen R. Pacheco; rt-users at lists.fsck.com
Subject: RE: [rt-users] Httpd Start up error
 
I recently had the same problem and took a little while to figure it
out. But the archives saved me !!!
If you look at
http://fsck.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520Installati
on.doc the answer is in there.
 
It all revolves around the version of mason you are using.
 
Regards
Brad
 
	-----Original Message-----
	From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Christen R. Pacheco
	Sent: Tuesday, 31 December 2002 10:03 AM
	To: rt-users at lists.fsck.com
	Subject: [rt-users] Httpd Start up error
	Team, 
	I needed to move my RT to a bigger better box because so many
people are using it now and after installing and doing a manual install
of the RT system I moved my files over to the new box and
exported/imported the database.  Everything seemed to go good but when I
restart the httpd service I now get this error you see below and I have
been looking at it for 2 days now with no avail... Could some one lend a
hand and point me in the right direction... I can feel I am almost there
with the migration... Let me know thanks, 
	Christen
	 
	 
	 
	[root at rt root]# /etc/init.d/httpd start
	Starting httpd: Variable "$m" is not imported at
/opt/rt2/bin/webmux.pl line 94.
	[Mon Dec 30 19:00:25 2002] [error] Global symbol "$m" requires
explicit package name at /opt/rt2/bin/webmux.pl line 94.
	Compilation failed in require at (eval 8) line 1.
	 
	Syntax error on line 1018 of /etc/httpd/conf/httpd.conf:
	Global symbol "$m" requires explicit package name at
/opt/rt2/bin/webmux.pl line 94.
	Compilation failed in require at (eval 8) line 1.
	 
	
[FAILED]
	[root at rt root]# Dec 30 19:00:25 rt httpd: Variable "$m" is not
imported at /opt/rt2/bin/webmux.pl line 94.
	Dec 30 19:00:25 rt httpd: [Mon Dec 30 19:00:25 2002] [error]
Global symbol "$m" requires explicit package name at
/opt/rt2/bin/webmux.pl line 94.
	Dec 30 19:00:25 rt httpd: Compilation failed in require at (eval
8) line 1.
	Dec 30 19:00:25 rt httpd:
	Dec 30 19:00:25 rt httpd: Syntax error on line 1018 of
/etc/httpd/conf/httpd.conf:
	Dec 30 19:00:25 rt httpd: Global symbol "$m" requires explicit
package name at /opt/rt2/bin/webmux.pl line 94.
	Dec 30 19:00:25 rt httpd: Compilation failed in require at (eval
8) line 1.
	Dec 30 19:00:25 rt httpd:
	Dec 30 19:00:25 rt httpd: httpd startup failed
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From danielf at supportteam.net  Tue Dec 31 12:11:02 2002
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Tue, 31 Dec 2002 11:11:02 -0600
Subject: [rt-users] Mail loop
In-Reply-To: <15888.46389.380131.964378@onceler.kciLink.com>
References: <200212301159.19725.danielf@supportteam.net> <15888.46389.380131.964378@onceler.kciLink.com>
Message-ID: <200212311111.02866.danielf@supportteam.net>

Why 2.0.14 would be my version :)

does one of these fix it. 
http://www.fsck.com/pub/rt/contrib/2.0/UpdateSquelch/
http://www.fsck.com/pub/rt/contrib/2.0/AutoReplySquelch.tgz

Thanks for all the help. 

On Monday 30 December 2002 15:05, Vivek Khera wrote:
> >>>>> "DFCSE" == Daniel F Chief Security Engineer <-"
> >>>>> <danielf at supportteam.net>> writes:
>
> DFCSE> Has anyone on this list run into a mail loop with another
> DFCSE> autoresponder.  Is there someway to setup RT or Sendmail to
> DFCSE> detect the loop and stop sending mail to the autoresponder.
>
> What version of RT?
>
> I actually had some Klez variang hit my support queue with the return
> address as the other address to which it listens, resulting in about
> 45,000+ attachments to one particular ticket, and a very full mail
> queue and mailboxes for the admins.  Not a pretty sight.
>
> It turned out to be a bug in the 2.0.14 loop detector (or somewhere
> along the chain of code that comprizes it.)
>
> Now, if this autoresponder discards the entire original mail and
> creates a new one with its contents, then you're hosed.  There's no
> way to detect that it was in response to something you sent...

-- 
Daniel Fairchild - Chief Security Engineer | danielf at supportteam.net
The distance between nothing and infinity is always the same no matter how 
close you get to nothing.


From khera at kcilink.com  Tue Dec 31 12:14:52 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 31 Dec 2002 12:14:52 -0500
Subject: [rt-users] Mail loop
In-Reply-To: <200212311111.02866.danielf@supportteam.net>
References: <200212301159.19725.danielf@supportteam.net>
	<15888.46389.380131.964378@onceler.kciLink.com>
	<200212311111.02866.danielf@supportteam.net>
Message-ID: <15889.53388.313236.82285@onceler.kciLink.com>

>>>>> "DFCSE" == Daniel F Chief Security Engineer <-" <danielf at supportteam.net>> writes:

DFCSE> Why 2.0.14 would be my version :)
DFCSE> does one of these fix it. 
DFCSE> http://www.fsck.com/pub/rt/contrib/2.0/UpdateSquelch/
DFCSE> http://www.fsck.com/pub/rt/contrib/2.0/AutoReplySquelch.tgz

DFCSE> Thanks for all the help. 

Those will probably help with autoresponders.  The RT self-loop needs
patches to notice when it sends mail to itself:

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From jesse at bestpractical.com  Tue Dec 31 12:18:35 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 31 Dec 2002 12:18:35 -0500
Subject: [rt-users] Mail loop
In-Reply-To: <15889.53388.313236.82285@onceler.kciLink.com>
References: <200212301159.19725.danielf@supportteam.net> <15888.46389.380131.964378@onceler.kciLink.com> <200212311111.02866.danielf@supportteam.net> <15889.53388.313236.82285@onceler.kciLink.com>
Message-ID: <20021231171835.GN12365@pallas.fsck.com>


On Tue, Dec 31, 2002 at 12:14:52PM -0500, Vivek Khera wrote:
Content-Description: message body text
> >>>>> "DFCSE" == Daniel F Chief Security Engineer <-" <danielf at supportteam.net>> writes:
> 
> 
> Those will probably help with autoresponders.  The RT self-loop needs
> patches to notice when it sends mail to itself:
> 

While these patches can help, you should also upgrade to the latest
MailTools to fix the underlying bug these patches deal with.

	-j



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


From dwarner at ctinetworks.com  Tue Dec 31 14:24:08 2002
From: dwarner at ctinetworks.com (Douglas E. Warner)
Date: Tue, 31 Dec 2002 14:24:08 -0500
Subject: [rt-users] Attachments sent from RT are 'inline'
Message-ID: <200212311424.08586.dwarner@ctinetworks.com>

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

I've implemented the 'NotifyWithAttachments' ScripAction, but for some reason, 
the attachments always have the Content-Disposition set to 'inline' instead 
of 'attachment' like the Scrip says it should.  Anybody experience this 
problem before?  Relevent version numbers are below:

RT : 2.0.13
MailTools : 1.44
MIME::Tools : 5.411

- -Doug

- -- 
Douglas E. Warner    <dwarner at ctinetworks.com>     Network Engineer
CTI/PAdotNET         http://ctinetworks.com        +1 717 975 9000
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Version: GnuPG v1.0.7 (GNU/Linux)

iD8DBQE+Ee7YJV36su0A0xIRAhkfAJ0fV86EnIhg9Z/eS/YV5Kb+gxzAMwCgmw93
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=TvKt
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From kenn0105 at msmailhub.oulan.ou.edu  Mon Dec 30 17:56:33 2002
From: kenn0105 at msmailhub.oulan.ou.edu (Kennedy, Michael T)
Date: Mon, 30 Dec 2002 16:56:33 -0600
Subject: [rt-users] Weburls not showing properly
Message-ID: <FC0CEBD77311DA499A67ADB355A24FA20B96@mail4.oulan.ou.edu>

Hello,
	I've got a new installation of RT 2015, and have gotten as far as
the login page. First I noticed the logo graphic (rt.jpg) in the top left
was not shown. The path in its properties was
http://rt.mycompany.org/var/rt/WebRT/html/NoAuth/images/rt.jpg. And when
logging in, sure enough, all the links had doubled urls, as my DocumentRoot
directive is /var/rt/WebRT/html.
I found in these archives a similar problem, with the solution of changing
$WebPath in config.pm to ""

So, I make the change, restart Apache, reload http://rt.mycompany.org, and
voila! The rt logo shows. So I log in, and find that now my links are too
short! For example, the Configuration link says http://admin/ and Home says
http:///

Any idea whats wrong? I've included what I think are relevant parts of
config.pm and http.conf below.
Much thanks for any help. And Happy New Year!

-Mike

/var/rt/etc/config.pm
-----------------
# $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.mycompany.org";

$WebURL = $WebBaseURL . $WebPath . "/";

$WebImagesURL = $WebURL."NoAuth/images/";

# $RTLogoURL points to the URL of the RT logo displayed in the web UI

$LogoURL = $WebImagesURL."rt.jpg";


# $MasonComponentRoot is where your rt instance keeps its mason html files
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonComponentRoot = "/var/rt/WebRT/html";

# $MasonLocalComponentRoot is where your rt instance keeps its site-local
# mason html files.
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonLocalComponentRoot = "/var/rt/local/WebRT/html";

# $MasonDataDir Where mason keeps its datafiles
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonDataDir = "/var/rt/WebRT/data";

# RT needs to put session data (for preserving state between connections 
# via the web interface)
$MasonSessionDir = "/var/rt/WebRT/sessiondata";
-------------------

/etc/httpd/conf/httpd.conf
-------------------
<VirtualHost myipaddress>
ServerName rt.mycompany.org
DocumentRoot /var/rt/WebRT/html
PerlModule Apache::DBI
PerlRequire /var/rt/bin/webmux.pl
<Location />
SetHandler perl-script
PerlHandler RT::Mason   
</Location> 
</VirtualHost>


From laurent.vaills at dms.at  Mon Dec  2 08:58:08 2002
From: laurent.vaills at dms.at (Laurent Vaills)
Date: 02 Dec 2002 14:58:08 +0100
Subject: [rt-users] due date for queue
Message-ID: <1038837489.23680.453.camel@neo.sophia.dms.at>

Hi.

I created a new queue and filled in the field "Requests should be due
in:" with the value 1 .
So I expected when a ticket was created in this queue that the due date
will be automatically set to "today + 1 day" but in fact not.

What is this field useful for ?

Thanks,
Laurent






From chris at telerama.com  Mon Dec  2 15:43:33 2002
From: chris at telerama.com (chris at telerama.com)
Date: Mon, 2 Dec 2002 15:43:33 -0500 (EST)
Subject: [rt-users] empty message-body in replies
In-Reply-To: <20020813003127.GO455@luggage>
Message-ID: <20021202153918.V18057-100000@zaxxon.telerama.com>

Hi there,

I just wanted to report that I'm seeing similar problems with RT
2.0.11.  We have about 93k tickets in our RT database and have *just*
noticed this problem in the last month.


From sebastian at flothow.de  Mon Dec  2 17:28:11 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Mon, 2 Dec 2002 23:28:11 +0100
Subject: [rt-users] Merging users?
In-Reply-To: <1038818532.690.11.camel@isis>
Message-ID: <56DBB268-0645-11D7-92D2-000393B2BB20@flothow.de>

> Is there a way for merging the auto-created user
> hank.helpdesker at helpdeskers.com with the 'real' hank?

Maybe the address canonicalization (in the config file) does the trick?


Sebastian

--
Sebastian Flothow
sebastian at flothow.de
#include <stddisclaimer.h>



From espenhw+rt-users at empolis.no  Tue Dec  3 03:35:47 2002
From: espenhw+rt-users at empolis.no (Espen Wiborg)
Date: Tue, 03 Dec 2002 09:35:47 +0100
Subject: [rt-users] Merging users?
In-Reply-To: <1038897368.2500.4.camel@isis> (Lynoure
 =?iso-8859-1?q?Rajam=E4ki's?= message of "03 Dec 2002 08:36:08 +0200")
References: <4F8A8B82-0646-11D7-92D2-000393B2BB20@flothow.de>
	<1038897368.2500.4.camel@isis>
Message-ID: <m3fztf4hzw.fsf@montgomery.empolis.no>

Lynoure Rajam?ki <lynoure at otaverkko.fi> writes:
> On Tue, 2002-12-03 at 00:35, Sebastian Flothow wrote:
>> > Is there a way for merging the auto-created user
>> > hank.helpdesker at helpdeskers.com with the 'real' hank?
>> Maybe the address canonicalization (in the config file) does the
>> trick?
> I guess hank was a bad example. The typical pair of addresses used
> is nickname at domain and firstname.lastname at domain, so if I understood
> right, canonicalization would do the trick only if I'd know which
> addresses will and should be used and hardcode those into
> config.pm. I can think of no regular expression that would do the
> job 

I have a situation (sort of) like this.  All users here have
username at domain as their canonical mail address, where username
usually equals firstname - but a few have a different username.  They
can also use firstname.lastname at domain.  What I do:

I wrote a short script to parse the passwd file into a hash mapping
firstname.lastname => username and firstname => username.  Address
canonicalization is then a simple matter of

$email =~ /^(.*)@(.*)$/;
$email = $userhash{$1} . '@' . $2;

(It's actually a bit more complicated, in order to fail gracefully if
the hash lookup fails).

> and anyway, canonicalization probably doesn't help at the point
> where you have multiple users of one person already.

AFAIK, there is no way to merge users - but you don't have to, you can
just reset the requestor (and owner) to be the canonical user.

-- 
Espen Wiborg <espenhw+rt-users at empolis.no>
The longest string of consecutive vowels in the English language
occurs in the word "queueing". 



From benne at kings-of-chaos.de  Wed Dec  4 17:39:24 2002
From: benne at kings-of-chaos.de (Benjamin Boksa)
Date: Wed, 4 Dec 2002 23:39:24 +0100
Subject: [rt-users] Supervisor for Customers using SelfService
Message-ID: <3CE37820-07D9-11D7-98F9-00039310C34C@kings-of-chaos.de>

Hi rt-users!

in the last week we started to introduce RT to one of our customers. 
Several people at this customer have the right to create tickets and 
modify the priority of their tickets in a given queue.

This customer internally has a supervisor (I hope this is the right 
word). At the moment this supervisor is treated like anyone else, but 
in the near future he should be able to modify the tickets of the other 
people at the customer.

Is there any way to do that in SelfService, without letting the 
supervisor access RT? I guess the only thing would be to create a 
ScripAction, which adds this supervisor as a Requestor for every ticket 
created in the given queue.

If there is another way to do that I would be glad if you let me know, 
as this (unlike many others ;-) ) is a understandable wish from the 
customer.

Thanks a lot in advance.

Regards,

Benjamin Boksa

-- 

Benjamin Boksa
b.boksa at sidebysite.de

side by site GmbH & Co. KG
Druckgestaltung & Webdesign

Barbarastr. 3-9 (Block 6)
D-50735 Koeln

Fon: +49 221 2790964
Fax: +49 221 2790965

http://www.sidebysite.de/



From masonc at masonc.com  Thu Dec  5 19:57:10 2002
From: masonc at masonc.com (Chris Mason)
Date: Thu, 5 Dec 2002 20:57:10 -0400
Subject: [rt-users] Systems errors in new install
Message-ID: <000001c29cc2$6816ac20$7300a8c0@poseiden>

I just installed RT and although everything seems to work, I get system
errors every few actions I do:
Redhat 7.2/apache


System error
error:  Bizarre copy of HASH in aassign at
/usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 67.
context: 
... 
1002:  pop @{ $self->{stack} };
1003:  pop @{ $self->{buffer_stack} };
1004:  pop @{ $self->{buffer_stack} } if ($mods{store});
1005: 
1006:  UNIVERSAL::can($err, 'rethrow') ? $err->rethrow : error $err;
1007:  }
1008: 
1009:  # more common case optimizations
1010:  $self->{buffer_stack}[-1]->flush;
... 
code stack:  /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:1006
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:313
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:313
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:274
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm:134
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm:134
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm:763
/var/www/rt2/bin/webmux.pl:170
/dev/null:0
/dev/null:0

Chris Mason

Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From masonc at masonc.com  Fri Dec  6 09:31:31 2002
From: masonc at masonc.com (Chris Mason)
Date: Fri, 6 Dec 2002 10:31:31 -0400
Subject: [rt-users] Keep getting system errors
Message-ID: <000601c29d34$2ba94910$7300a8c0@poseiden>

There doesn't seem to be any correlation with funtions, they seem
random.


error: Bizarre copy of ARRAY in aassign at
/usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 67.

context: ... 
314: } else { 
315: eval {$self->comp({base_comp=>$request_comp}, $first_comp,
@request_args)}; 
316: } 
317: select $old; 
318: die $@ if $@; 
319: } 
320: }; 
321: 
322: # Handle errors. 
... 

code stack: /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:318

Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From masonc at masonc.com  Sat Dec  7 07:59:37 2002
From: masonc at masonc.com (Chris Mason)
Date: Sat, 7 Dec 2002 08:59:37 -0400
Subject: [rt-users] Changes to system
Message-ID: <000101c29df0$7fb0a4b0$7300a8c0@poseiden>

We are implementing RT for handling booking enquiries and general
enquiries from tourists.

Can we change status item from "Resolved" to "Booked" as resolved has no
relevance to our needs?

I'd love to be able to set a start number for tickets, I don't like
starting at "#1", obviously I can do it in the database but it would be
a neat provision in the setup.



Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From ethorne at gte.net  Mon Dec  9 15:59:08 2002
From: ethorne at gte.net (Eric Horne)
Date: Mon, 09 Dec 2002 12:59:08 -0800
Subject: [rt-users] rtname Change.. help!
Message-ID: <3DF5041C.2090901@gte.net>

All-

   Ok, so I thought I was smart. When I originally setup WebRT, I gave 
it a rather long "rtname". I (and others) find the long name annoying. 
So I have an opportunity right now (there are only a few outstanding 
requests) to change the rtname, and so I did. Inspite of the warnings 
not to do so..

   Well, now I can't update any tickets. When I attempt to do so by 
submitting the update, it comes back and states "No ticket specified" as 
an "RT Error". So I changed it back, restarted the apache server, 
restarted my Mozilla session, and still can't update any tickets (same 
problem).

   I looked and looked in the database for references to the name, but 
didn't see anything obvious.

   What did I break?? Can anyone help me out here? How can I somewhat 
safely change the rtname of my WebRT server, and how can I recover from 
the obviously wrong way that I did?

   Thanks!

-Eric



From dballing at byramhealthcare.com  Wed Dec 11 15:24:30 2002
From: dballing at byramhealthcare.com (Derek J. Balling)
Date: Wed, 11 Dec 2002 15:24:30 -0500
Subject: [rt-users] Subject Lines On Tickets
Message-ID: <8DB6AE0C-0D46-11D7-A419-00039384A830@byramhealthcare.com>

We have stupid users.  A full half of the open tickets in our system 
right now have no subject line.

Is there any way to get RT to bounce as "bad" any ticket missing a 
subject line when it gets it via e-mail?

D



From colleen at darksideproductions.net  Fri Dec 13 13:37:21 2002
From: colleen at darksideproductions.net (Colleen)
Date: Fri, 13 Dec 2002 10:37:21 -0800
Subject: [rt-users] RE: [rt-devel] quandry:  secure parts of a ticket... should thisbe done with related tickets?
Message-ID: <12F63B1280D5E444930A872E98BF552DAF03ED@darkside1.darksideproductions.net>

I do use RT for my company in a non-typical fashion and it's worked very
well.  (I've saved hundreds of trees in less than a year.  This company
had colored papers for what is now represented by queues.  People were
paid to shuffle papers from department to department!)  I wouldn't mind
contributing occasionally to a list like rt-business.  

Great idea!

Colleen Noonan
> -----Original Message-----
> From: Mitchell Wright [mailto:webmaster at nimm.com]
> Sent: Friday, December 13, 2002 3:59 AM
> To: Phil Homewood; rt-users at lists.fsck.com; rt-devel at lists.fsck.com
> Subject: Re: [rt-devel] quandry: secure parts of a ticket... should
thisbe
> done with related tickets?
> 
> >> 3) after the ticket's work has been complete
> >> (status=resolved/status=dead), how should I allow this info to be
> >> viewed?  The same as 2)?
> >
> > Business process question.
> 
> I am mostly a lurker here, but wanted to interject on this one.
> 
> Business process in relation to a crm environment is a school of
thought
> all
> to itself. Perhaps this is worthy of its own mailing list? I am
> comfortable
> with the tech side of things and like to keep up to speed on the add
ons
> and
> updates etc, but, being able to compare nontetch notes with others
that
> use
> RT in various ways and ask the sort of questions like appears above
would
> be
> interesting and useful. It could be something like rt-business?
> 
> If this isn't something Best Practical wants to do I wouldn't mind
hosting
> such a mailing list. Assuming 1, its permitted by Jesse & Team and 2,
> there
> is interest here in such a thing. I don?t want to be the only guy on
the
> list :-)
> 
> Thoughts?
> 
> Mitchell
> 
> _______________________________________________
> rt-devel mailing list
> rt-devel at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-devel


From masonc at masonc.com  Sat Dec 14 05:18:23 2002
From: masonc at masonc.com (Chris Mason)
Date: 14 Dec 2002 06:18:23 -0400
Subject: [rt-users] Updated tickets only
Message-ID: <1039861102.6256.16.camel@localhost.localdomain>

My users don't like the amount of alert email they get, but there is no
other way for the user to see that one of the tickets in one of the
queues has had a reply from a requestor. Many of our tickets go twenty
emails and it's wasy to miss the replies without the notifications.

Is there any way the user can see a view of all queues that have been
updated since she last looked at the ticket?
-- 
Chris Mason <masonc at masonc.com>
NetConcepts



From owen at nerdnetworks.org  Tue Dec 17 23:53:13 2002
From: owen at nerdnetworks.org (Owen B. Mehegan)
Date: 17 Dec 2002 23:53:13 -0500
Subject: [rt-users] RT2 installation woes
Message-ID: <1040187194.21863.28.camel@odysseus>

It's that time again; time for me to hurl myself bodily at the (for me)
hell that is installing RT. I don't know why I'm having so many issues
with this; it seems that most of the posters here are asking about
problems they have after setup, not just getting the package installed.
I have been dutifully following the installation instructions on
http://www.fsck.com/rtfm

MySQL is running. I've set a root password for it, "kermit" for testing
purposes. I can do mysqladmin -p status and it will prompt me for a
password and then show the status of the running daemon. RT's
dependencies are all satisfied according to make testdeps. Now I run
make install.

The first thing I notice is then when it gets here:

Writing /usr/local/lib/perl/5.6.1/auto/RT/.packlist
Appending installation info to /usr/local/lib/perl/5.6.1/perllocal.pod
make[1]: Leaving directory `/usr/local/src/rt-2-0-15/lib'

the install seems to pause. Trial and error has taught me that at this
point the install script is asking for the mysql root password. Anyone
know why I can't see this prompt? Once I enter the password and hit
enter, the Makefile seems to complete. "Creating mysql database rt2" it
says, then stops. Am I correct in assuming that it is now finished?

I go on to customize the config.pm file. Then I add the following lines
to my 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 go to start up my httpd, and lo and behold:

[Tue Dec 17 23:44:18 2002] [error] Can't locate
/usr/local/rt2/bin/webmux.pl at (eval 2) line 1.

Syntax error on line 951 of /usr/local/apache/conf/httpd.conf:
Can't locate /usr/local/rt2/bin/webmux.pl at (eval 2) line 1.

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


Of course it can't be found because /usr/local/rt2/bin is in fact,
empty. webmux.pl only exists in /usr/local/src/rt-2-0-15/bin

So, does the absence of webmux.pl in the /usr/local/rt2/bin mean that
the install didn't actually work? Does it mean that I didn't set up my
Makefile correctly? Or is there something more sinister at work here?

Thanks in advance for any suggestions.

Humbly,

--Owen, RT N00b who refuses to give up



From direkt0r99 at yahoo.com  Wed Dec 18 11:46:49 2002
From: direkt0r99 at yahoo.com (Colin B)
Date: Wed, 18 Dec 2002 08:46:49 -0800 (PST)
Subject: [rt-users] Installation help
Message-ID: <20021218164649.27010.qmail@web40109.mail.yahoo.com>

When running "make install" i get the following
error...anyone help me out with this?

/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                        s'!!DB_HOST!!'"localhost"'g;\
                        s'!!DB_RT_PASS!!'"dir99ekt    
 "'g;\
                       
s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt_user"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;"
//opt/rt2/etc/acl.mysql
Substitution replacement not terminated at -e line 1.
make: *** [acls] Error 255


__________________________________________________
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From acli at ada.dhs.org  Wed Dec 18 20:18:23 2002
From: acli at ada.dhs.org (acli at ada.dhs.org)
Date: Wed, 18 Dec 2002 20:18:23 -0500
Subject: [rt-users] Re: user authentication not working with fcgi?
In-Reply-To: <15872.34792.89816.818631@onceler.kciLink.com>
References: <20021218023552.A14525@ada.dhs.org>
    <20021218023552.A14525@ada.dhs.org>
Message-ID: <20021219011837Z131293-1291+685@ada.dhs.org>

In article <15872.34792.89816.818631 at onceler.kciLink.com> you
write:

>My guess would be that whatever code generates the session key
>(ie, the cookie value) has become predictable and constant.
>I don't know what that computation is, but it should include
>several elements such as the PID, time, and a PRNG value to be
>safe against guessing.

It seems to be even worse. When I go to my browser's cookie
manager, it shows me that there is *no* cookie at all.

If I kill the FastCGI rt process, sometimes RT will start
working.  (I know this at once when my browser says "Received
cookie...")  But I don't see a pattern as to when RT works and
when it doesn't.

Very strange.

-- 
Ambrose Li  <a.c.li at ieee.org>
http://ada.dhs.org/~acli/cmcc/  http://www.cccgt.org/

DRM is theft - We are the stakeholders